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    Please use this identifier to cite or link to this item: http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/99130

    Title: An evaluation of customer relationship management in hospital-based and privately run nursing homes in Taiwan
    Authors: Wang, Mei-Ling
    Contributors: 淡江大學企業管理學系
    Keywords: customer relationship management;hospital-based nursing homes;privately-run nursing homes;Taiwan nursing homes
    Date: 2013-10-01
    Issue Date: 2014-10-15 14:27:46 (UTC+8)
    Publisher: Routledge
    Abstract: 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.
    Relation: Total Quality Management & Business Excellence 24(9-10), pp.1004-1021
    DOI: 10.1080/14783363.2011.637783
    Appears in Collections:[Graduate Institute & Department of Business Administration] Journal Article

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