Customer relationship management systems (CRMS) in the healthcare environment: A systematic literature review
Data mining; Hospitals; Industrial research; Knowledge management; Patient treatment; Public relations; Quality control; Sales; Analysis and evaluation; Customer relationship management; Customer relationship management systems; Customer relationships; Healthcare environments; Innovative technology;...
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Elsevier B.V.
2023
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my.uniten.dspace-253812023-05-29T16:08:45Z Customer relationship management systems (CRMS) in the healthcare environment: A systematic literature review Baashar Y. Alhussian H. Patel A. Alkawsi G. Alzahrani A.I. Alfarraj O. Hayder G. 56768090200 55430817100 7403523963 57191982354 54912750300 36772742100 56239664100 Data mining; Hospitals; Industrial research; Knowledge management; Patient treatment; Public relations; Quality control; Sales; Analysis and evaluation; Customer relationship management; Customer relationship management systems; Customer relationships; Healthcare environments; Innovative technology; Medical operations; Systematic literature review; Customer satisfaction Customer relationship management (CRM) is an innovative technology that seeks to improve customer satisfaction, loyalty, and profitability by acquiring, developing, and maintaining effective customer relationships and interactions with stakeholders. Numerous researches on CRM have made significant progress in several areas such as telecommunications, banking, and manufacturing, but research specific to the healthcare environment is very limited. This systematic review aims to categorise, summarise, synthesise, and appraise the research on CRM in the healthcare environment, considering the absence of coherent and comprehensive scholarship of disparate data on CRM. Various databases were used to conduct a comprehensive search of studies that examine CRM in the healthcare environment (including hospitals, clinics, medical centres, and nursing homes). Analysis and evaluation of 19 carefully selected studies revealed three main research categories: (i) social CRM �eCRM�; (ii) implementing CRMS; and (iii) adopting CRMS; with positive outcomes for CRM both in terms of patients relationship/communication with hospital, satisfaction, medical treatment/outcomes and empowerment and hospitals medical operation, productivity, cost, performance, efficiency and service quality. This is the first systematic review to comprehensively synthesise and summarise empirical evidence from disparate CRM research data (quantitative, qualitative, and mixed) in the healthcare environment. Our results revealed that substantial gaps exist in the knowledge of using CRM in the healthcare environment. Future research should focus on exploring: (i) other potential factors, such as patient characteristics, culture (of both the patient and hospital), knowledge management, trust, security, and privacy for implementing and adopting CRMS and (ii) other CRM categories, such as mobile CRM (mCRM) and data mining CRM. � 2020 Elsevier B.V. Final 2023-05-29T08:08:45Z 2023-05-29T08:08:45Z 2020 Review 10.1016/j.csi.2020.103442 2-s2.0-85083270400 https://www.scopus.com/inward/record.uri?eid=2-s2.0-85083270400&doi=10.1016%2fj.csi.2020.103442&partnerID=40&md5=ca68ec9839a122adf1a2f2cf8c5e708b https://irepository.uniten.edu.my/handle/123456789/25381 71 103442 All Open Access, Green Elsevier B.V. Scopus |
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Malaysia |
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Universiti Tenaga Nasional |
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| description |
Data mining; Hospitals; Industrial research; Knowledge management; Patient treatment; Public relations; Quality control; Sales; Analysis and evaluation; Customer relationship management; Customer relationship management systems; Customer relationships; Healthcare environments; Innovative technology; Medical operations; Systematic literature review; Customer satisfaction |
| author2 |
56768090200 |
| author_facet |
56768090200 Baashar Y. Alhussian H. Patel A. Alkawsi G. Alzahrani A.I. Alfarraj O. Hayder G. |
| format |
Review |
| author |
Baashar Y. Alhussian H. Patel A. Alkawsi G. Alzahrani A.I. Alfarraj O. Hayder G. |
| spellingShingle |
Baashar Y. Alhussian H. Patel A. Alkawsi G. Alzahrani A.I. Alfarraj O. Hayder G. Customer relationship management systems (CRMS) in the healthcare environment: A systematic literature review |
| author_sort |
Baashar Y. |
| title |
Customer relationship management systems (CRMS) in the healthcare environment: A systematic literature review |
| title_short |
Customer relationship management systems (CRMS) in the healthcare environment: A systematic literature review |
| title_full |
Customer relationship management systems (CRMS) in the healthcare environment: A systematic literature review |
| title_fullStr |
Customer relationship management systems (CRMS) in the healthcare environment: A systematic literature review |
| title_full_unstemmed |
Customer relationship management systems (CRMS) in the healthcare environment: A systematic literature review |
| title_sort |
customer relationship management systems (crms) in the healthcare environment: a systematic literature review |
| publisher |
Elsevier B.V. |
| publishDate |
2023 |
| _version_ |
1806423460419731456 |
| score |
13.222552 |