%K Digital libraries; Health care; Information science; Sales, Customer relationship management; Google scholar; Healthcare organizations; Medline; Web of Science, Public relations
%X the main objective of this paper is to review the existing studies regarding customer relationship management (CRM) in healthcare organization between 2005 and 2015. MEDLINE, Web of science, Scopus, ACM Digital Library, Emerald Management, ScienceDirect, IEEExplore, SpringerLink, and Google scholar were comprehensively searched using the terms 'customer relationship management', Or 'CRM', AND 'healthcare'. Forty-one articles were found, selected and carefully reviewed to their direct relevance and significance. Findings indicate that there is a lack of CRM research in the field of healthcare as in general, and the concept of CRM is new to the healthcare field as the amount of studies has grown significantly from 2010. Furthermore, the existing research regarding CRM in healthcare falls into four main classifications - (1) CRM in general, (2) e-CRM, (3) implementation, and (4) adoption. Issues and subjects regarding each CRM research classification was discussed. However, most of the found studies were conducted based on a review method, in which more empirical evidence is needed. © 2016 IEEE.
%R 10.1109/ICCOINS.2016.7783196
%D 2016
%J 2016 3rd International Conference on Computer and Information Sciences, ICCOINS 2016 - Proceedings
%L scholars6473
%O cited By 11; Conference of 3rd International Conference on Computer and Information Sciences, ICCOINS 2016 ; Conference Date: 15 August 2016 Through 17 August 2016; Conference Code:125433
%I Institute of Electrical and Electronics Engineers Inc.
%A Y.M. Baashar
%A A.K. Mahomood
%A M.A. Almomani
%A G.A. Alkawsi
%T Customer relationship management (CRM) in healthcare organization: A review of ten years of research
%P 97-102