淡江大學機構典藏:Item 987654321/99130
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    题名: An evaluation of customer relationship management in hospital-based and privately run nursing homes in Taiwan
    作者: Wang, Mei-Ling
    贡献者: 淡江大學企業管理學系
    关键词: customer relationship management;hospital-based nursing homes;privately-run nursing homes;Taiwan nursing homes
    日期: 2013-10-01
    上传时间: 2014-10-15 14:27:46 (UTC+8)
    出版者: Routledge
    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.
    關聯: Total Quality Management & Business Excellence 24(9-10), pp.1004-1021
    DOI: 10.1080/14783363.2011.637783
    显示于类别:[企業管理學系暨研究所] 期刊論文

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