教師資料查詢 | 類別: 期刊論文 | 教師: 汪美伶 Wang, Mei-ling (瀏覽個人網頁)

標題:An evaluation of customer relationship management in hospital-based and privately run nursing homes in Taiwan
學年102
學期1
出版(發表)日期2013/10/01
作品名稱An evaluation of customer relationship management in hospital-based and privately run nursing homes in Taiwan
作品名稱(其他語言)
著者Wang, Mei-Ling
單位淡江大學企業管理學系
出版者Abingdon: Routledge
著錄名稱、卷期、頁數Total Quality Management & Business Excellence 24(9-10), pp.1004-1021
摘要This study evaluates the implementation of customer relationship management (CRM) in nursing homes in Taiwan. A total of 615 respondents from 30 hospital-based nursing homes and 108 privately run nursing homes in Taiwan are analysed. The results indicate that these two types of nursing homes emphasise different CRM activities to build positive relationships with their residents. Hospital-based nursing homes put more emphasis on understanding resident needs and providing prompt care service via knowledge learning. Privately run nursing homes emphasise the designated components of CRM organisation and technology-based CRM for building relationship with residents. The management of these nursing homes should make effective use of such different advantages and resources to implement appropriate CRM activities more successfully.
關鍵字customer relationship management;hospital-based nursing homes;privately-run nursing homes;Taiwan nursing homes
語言英文
ISSN1478-3363
期刊性質國外
收錄於SSCI;
產學合作
通訊作者Wang, Mei-Ling
審稿制度
國別英國
公開徵稿
出版型式,電子版,紙本
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