Customer relationship management (CRM) in healthcare organization: A review of ten years of research
Digital libraries; Health care; Information science; Sales; Customer relationship management; Google scholar; Healthcare organizations; Medline; Web of Science; Public relations
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Institute of Electrical and Electronics Engineers Inc.
2023
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my.uniten.dspace-225972023-05-29T14:11:16Z Customer relationship management (CRM) in healthcare organization: A review of ten years of research Baashar Y.M. Mahomood A.K. Almomani M.A. Alkawsi G.A. 56768090200 50161713500 56600532600 57191982354 Digital libraries; Health care; Information science; Sales; Customer relationship management; Google scholar; Healthcare organizations; Medline; Web of Science; Public relations the 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. Final 2023-05-29T06:11:16Z 2023-05-29T06:11:16Z 2016 Conference Paper 10.1109/ICCOINS.2016.7783196 2-s2.0-85010440871 https://www.scopus.com/inward/record.uri?eid=2-s2.0-85010440871&doi=10.1109%2fICCOINS.2016.7783196&partnerID=40&md5=11ca0c8e4de5452051f137108ac9893f https://irepository.uniten.edu.my/handle/123456789/22597 7783196 97 102 Institute of Electrical and Electronics Engineers Inc. Scopus |
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Digital libraries; Health care; Information science; Sales; Customer relationship management; Google scholar; Healthcare organizations; Medline; Web of Science; Public relations |
| author2 |
56768090200 |
| author_facet |
56768090200 Baashar Y.M. Mahomood A.K. Almomani M.A. Alkawsi G.A. |
| format |
Conference Paper |
| author |
Baashar Y.M. Mahomood A.K. Almomani M.A. Alkawsi G.A. |
| spellingShingle |
Baashar Y.M. Mahomood A.K. Almomani M.A. Alkawsi G.A. Customer relationship management (CRM) in healthcare organization: A review of ten years of research |
| author_sort |
Baashar Y.M. |
| title |
Customer relationship management (CRM) in healthcare organization: A review of ten years of research |
| title_short |
Customer relationship management (CRM) in healthcare organization: A review of ten years of research |
| title_full |
Customer relationship management (CRM) in healthcare organization: A review of ten years of research |
| title_fullStr |
Customer relationship management (CRM) in healthcare organization: A review of ten years of research |
| title_full_unstemmed |
Customer relationship management (CRM) in healthcare organization: A review of ten years of research |
| title_sort |
customer relationship management (crm) in healthcare organization: a review of ten years of research |
| publisher |
Institute of Electrical and Electronics Engineers Inc. |
| publishDate |
2023 |
| _version_ |
1806427890729877504 |