Customer strategy definition in elderly care: understanding customer-focused care expectation and managing resource allocation

Khashab, 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 doi: 10.4018/978-1-4666-6339-8.ch061

Abstract/Summary

With 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.

Item Type	Book or Report Section
URI	https://reading-clone.eprints-hosting.org/id/eprint/79223
Identification Number/DOI	10.4018/978-1-4666-6339-8.ch061
Refereed	Yes
Divisions	Henley Business School > Digitalisation, Marketing and Entrepreneurship
Publisher	IGI Global
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