publication . Article . 2017

Designing Customer Relationship Management Model in Hospital

Mohammad Abbaszadeh; Roohollah Askari; Morad Alizadeh; Mohammad Amin Bahrami;
Open Access Persian
  • Published: 01 Sep 2017 Journal: Rāhburdhā-yi Mudīriyyat dar Niẓām-i Salāmat (issn: 2476-6879, eissn: 2538-1563, Copyright policy)
  • Publisher: Shahid Sadoughi University of Medical Sciences
Background: Customer relationship management is a modern marketing concept which is also considered as a successful business strategy. The present study aimed to design a customer relationship management model in the hospital. Methods: The study is an applied research performed in 2 phases of 1) texts investigation and 2) the experts' opinions to achieve consensus. Data were analyzed using SPSS 18 software along with descriptive statistics. Results: The designed model included areas of customer relationship management tasks (15 components), employees' required skills (6 components), customer relationship management implementation requirements (7 components), inf...
free text keywords: Customer, Patient, Marketing, Customer relationship management, Hospital, Medicine (General), R5-920
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