English  |  正體中文  |  简体中文  |  全文筆數/總筆數 : 58791/92483 (64%)
造訪人次 : 626590      線上人數 : 46
RC Version 7.0 © Powered By DSPACE, MIT. Enhanced by NTU Library & TKU Library IR team.
搜尋範圍 查詢小技巧:
  • 您可在西文檢索詞彙前後加上"雙引號",以獲取較精準的檢索結果
  • 若欲以作者姓名搜尋,建議至進階搜尋限定作者欄位,可獲得較完整資料
  • 進階搜尋
    請使用永久網址來引用或連結此文件: http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/99132


    題名: Implementing CRM in Nursing Homes: The Effects on Resident Satisfaction
    其他題名: 顧客關係管理對護理之家住民滿意度之影響
    作者: Wang, Mei‐Ling
    貢獻者: 淡江大學企業管理學系
    關鍵詞: Customer relationship management;Service quality;Physical environment quality;Interaction quality;Resident satisfaction;Nursing home;Customer services quality;Nursing homes
    日期: 2013-10-05
    上傳時間: 2014-10-15 14:27:50 (UTC+8)
    出版者: Bingley: Emerald Group Publishing Ltd.
    摘要: Purpose
    – 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.

    Design/methodology/approach
    – 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 homes in Taiwan. Data from 481 residents involving 45 nursing homes was collected via a questionnaire and analyzed using hierarchical linear modeling.

    Findings
    – The results of this study show that most CRM components help nursing homes improve service quality and that perceived service quality positively influences resident satisfaction. This study also provides empirical support for the hypotheses that CRM helps nursing homes improve resident satisfaction through improving physical environment quality (PEQ) and interaction quality (IQ).

    Research limitations/implications
    – The findings highlight the importance of other aspects of CRM, not just information‐technology‐based CRM, to help nursing home staff provide customized offerings to residents and subsequently increase resident satisfaction with the nursing home. This research also points to PEQ and IQ as mediating mechanisms that can explain the association between CRM and resident satisfaction in the nursing home context.

    Originality/value
    – This research investigate the beneficial effects of CRM by relating the comprehensive set of CRM components to service quality and resident satisfaction at the individual level. In addition, the present study points to residents’ perceptions of service quality as one of several mediating mechanisms that explains the association between CRM and resident satisfaction.
    關聯: Managing Service Quality 23(5), pp.388-409
    DOI: 10.1108/MSQ-08-2012-0086
    顯示於類別:[企業管理學系暨研究所] 期刊論文

    文件中的檔案:

    檔案 描述 大小格式瀏覽次數
    Implementing CRM in Nursing Homes The Effects on Resident Satisfaction.pdf166KbAdobe PDF0檢視/開啟
    index.html0KbHTML175檢視/開啟
    index.html0KbHTML187檢視/開啟

    在機構典藏中所有的資料項目都受到原著作權保護.

    TAIR相關文章

    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library & TKU Library IR teams. Copyright ©   - 回饋