Customer strategy definition in elderly care: understanding customer-focused care expectation and managing resource allocationKhashab, B., Joshi, U. and Gulliver, S. ORCID: https://orcid.org/0000-0002-4503-5448 (2015) Customer strategy definition in elderly care: understanding customer-focused care expectation and managing resource allocation. In: Healthcare administration: concepts, methodologies, tools, and applications. IGI Global. ISBN 9781466663398
It is advisable to refer to the publisher's version if you intend to cite from this work. See Guidance on citing. To link to this item DOI: 10.4018/978-1-4666-6339-8.ch061 Abstract/SummaryWith an aging global population, it is important that clinicians empower their patients. Empowering the patient-physician interaction leads to a more positive health outcome. This chapter discusses the potential of adopting Customer Relationship Management (CRM) as a way of guiding non-critical care services (i.e. linking the problems of customer-focused care expectation and resource allocation management). Implementation of CRM solutions would create value for patients by supporting trust and service creation; however, the chapter highlights a need for a common and systematic way to implement CRM solutions in the healthcare domain.
Altmetric Deposit Details University Staff: Request a correction | Centaur Editors: Update this record |