eprintid: 6473
rev_number: 2
eprint_status: archive
userid: 1
dir: disk0/00/00/64/73
datestamp: 2023-11-09 16:18:15
lastmod: 2023-11-09 16:18:15
status_changed: 2023-11-09 16:06:50
type: conference_item
metadata_visibility: show
creators_name: Baashar, Y.M.
creators_name: Mahomood, A.K.
creators_name: Almomani, M.A.
creators_name: Alkawsi, G.A.
title: Customer relationship management (CRM) in healthcare organization: A review of ten years of research
ispublished: pub
keywords: Digital libraries; Health care; Information science; Sales, Customer relationship management; Google scholar; Healthcare organizations; Medline; Web of Science, Public relations
note: 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
abstract: 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.
date: 2016
publisher: Institute of Electrical and Electronics Engineers Inc.
official_url: https://www.scopus.com/inward/record.uri?eid=2-s2.0-85010440871&doi=10.1109%2fICCOINS.2016.7783196&partnerID=40&md5=11ca0c8e4de5452051f137108ac9893f
id_number: 10.1109/ICCOINS.2016.7783196
full_text_status: none
publication: 2016 3rd International Conference on Computer and Information Sciences, ICCOINS 2016 - Proceedings
pagerange: 97-102
refereed: TRUE
isbn: 9781509051342
citation:   Baashar, Y.M. and Mahomood, A.K. and Almomani, M.A. and Alkawsi, G.A.  (2016) Customer relationship management (CRM) in healthcare organization: A review of ten years of research.  In: UNSPECIFIED.