企管系 汪美伶 教授於
Implementing CRM in Nursing Homes: The Effects on Resident Satisfaction
：Implementing CRM in Nursing Homes: The Effects on Resident Satisfaction期刊論文Implementing CRM in Nursing Homes: The Effects on Resident SatisfactionWang, Mei‐Ling淡江大學企業管理學系Customer relationship management;Service quality;Physical environment quality;Interaction quality;Resident satisfaction;Nursing home;Customer services quality;Nursing homesBingley: Emerald Group Publishing Ltd.Managing Service Quality 23(5), pp.388-409Purpose
– The present study evaluates the effects of four‐component customer relationship management (CRM) on nursing home resident satisfaction by incorporating residents’ perceptions of service quality regarding physical environment and interaction with staff members in the nursing home. It also explores the mediating role of service quality between CRM and resident satisfaction.
– A conceptual two‐level model that links CRM to resident satisfaction was developed and tested using data collected from nursing staff and residents in nursing