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Adapted customer relationship management implementation framework:facilitating value creation in nursing homes

Gulliver, S. R. ORCID:, Joshi, U. B. and Michell, V. (2013) Adapted customer relationship management implementation framework:facilitating value creation in nursing homes. Total Quality Management and Business Excellence, 24 (9-10). pp. 991-1003. ISSN 1478-3371

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To link to this item DOI: 10.1080/14783363.2013.776771


This paper proposes a framework to support Customer Relationship Management (CRM) implementation in nursing homes. The work extends research by Cheng et al. (2005) who conducted in-depth questionnaires to identify critical features (termed value-characteristics), which are areas identified as adding the most value if implemented. Although Cheng et al. did proposed an implementation framework, summary of, and inconsistent inclusion of value-characteristics, limits the practical use of this contribution during implementation. In this paper we adapt the original framework to correct perceived deficiencies. We link the value characteristics to operational, analytical, strategic and/or collaborative CRM solution types, to allow consideration in context of practical implementation solutions. The outcome of this paper shows that, practically, a 'one solution meets all characteristic' approach to CRM implementation within nursing homes is inappropriate. Our framework, however, supports implementers in identifying how value can be gained when implementing a specific CRM solution within nursing homes; which subsequently support project management and expectation management.

Item Type:Article
Divisions:Henley Business School > Business Informatics, Systems and Accounting
ID Code:31604
Uncontrolled Keywords:CRM, implementation, framework, nursing home, value-characteristics
Publisher:Taylor & Francis


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