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Customer relationship management (CRM) in healthcare organization: A review of ten years of research

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dc.citedby11
dc.contributor.authorBaashar Y.M.en_US
dc.contributor.authorMahomood A.K.en_US
dc.contributor.authorAlmomani M.A.en_US
dc.contributor.authorAlkawsi G.A.en_US
dc.contributor.authorid56768090200en_US
dc.contributor.authorid50161713500en_US
dc.contributor.authorid56600532600en_US
dc.contributor.authorid57191982354en_US
dc.date.accessioned2023-05-29T06:11:16Z
dc.date.available2023-05-29T06:11:16Z
dc.date.issued2016
dc.descriptionDigital libraries; Health care; Information science; Sales; Customer relationship management; Google scholar; Healthcare organizations; Medline; Web of Science; Public relationsen_US
dc.description.abstractthe main objective of this paper is to review the existing studies regarding customer relationship management (CRM) in healthcare organization between 2005 and 2015. MEDLINE, Web of science, Scopus, ACM Digital Library, Emerald Management, ScienceDirect, IEEExplore, SpringerLink, and Google scholar were comprehensively searched using the terms 'customer relationship management', Or 'CRM', AND 'healthcare'. Forty-one articles were found, selected and carefully reviewed to their direct relevance and significance. Findings indicate that there is a lack of CRM research in the field of healthcare as in general, and the concept of CRM is new to the healthcare field as the amount of studies has grown significantly from 2010. Furthermore, the existing research regarding CRM in healthcare falls into four main classifications - (1) CRM in general, (2) e-CRM, (3) implementation, and (4) adoption. Issues and subjects regarding each CRM research classification was discussed. However, most of the found studies were conducted based on a review method, in which more empirical evidence is needed. � 2016 IEEE.en_US
dc.description.natureFinalen_US
dc.identifier.ArtNo7783196
dc.identifier.doi10.1109/ICCOINS.2016.7783196
dc.identifier.epage102
dc.identifier.scopus2-s2.0-85010440871
dc.identifier.spage97
dc.identifier.urihttps://www.scopus.com/inward/record.uri?eid=2-s2.0-85010440871&doi=10.1109%2fICCOINS.2016.7783196&partnerID=40&md5=11ca0c8e4de5452051f137108ac9893f
dc.identifier.urihttps://irepository.uniten.edu.my/handle/123456789/22597
dc.publisherInstitute of Electrical and Electronics Engineers Inc.en_US
dc.sourceScopus
dc.sourcetitle2016 3rd International Conference on Computer and Information Sciences, ICCOINS 2016 - Proceedings
dc.titleCustomer relationship management (CRM) in healthcare organization: A review of ten years of researchen_US
dc.typeConference Paperen_US
dspace.entity.typePublication
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