Modeling Customer Relationship Management Pattern Using Human Factors Approach in the Hospitals of Tehran University of Medical Sciences

Modeling Customer Relationship Management Pattern Using Human Factors Approach in the Hospitals of Tehran University of Medical Sciences


چاپ صفحه
پژوهان
صفحه نخست سامانه
چکیده مقاله
چکیده مقاله
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نویسندگان
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علوم پزشکی شهید بهشتی
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نویسندگان: کتایون جهانگیری

کلمات کلیدی: Customer Relationship Management, Customer Orientation, Hospital, Healthcare

نشریه: Health Scope, 2,6,1 - 9,2017

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کد مقاله 66011973
عنوان فارسی مقاله Modeling Customer Relationship Management Pattern Using Human Factors Approach in the Hospitals of Tehran University of Medical Sciences
عنوان لاتین مقاله Modeling Customer Relationship Management Pattern Using Human Factors Approach in the Hospitals of Tehran University of Medical Sciences
نوع مقاله اصیل پژوهشی - Original Article
نحوه ایندکس شدن مقاله Science Sitation Index Expanded -ISI - Web of Science
IF 0.0
عنوان نشریه Health Scope
نوع نشریه داخلی نمایه شده
شماره نشریه 2
دوره 6
صفحه شروع و پایان در نشریه 1 - 9
سال انتشار/ ارائه شمسی 1396
سال انتشار/ارائه میلادی 2017
آدرس لینک مقاله/ همایش در شبکه اینترنت http://jhealthscope.com/en/articles/13120.html
ISSN 2251-9513 2251-8959
DOI 10.5812/jhealthscope.37165
آدرس علمی (Affiliation) نویسنده متقاضی Department of Health in Disaster and Emergencies, School of Health, Safety and Environment, Shahid Beheshti University of Medical Sciences, Tehran, Iran

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Abstract Background: Studies show that the transformation of organizations to become customer- centric businesses is one of the strategic issues today. Objectives: The present study aimed to design a customer relationship management protocol with the approach of human resources. Methods: This was a mixed method (qualitative and quantitative) research that has been conducted on hospital administrators (n = 290) based on the structural equations by exploratory and confirmatory factor analysis. The software used for data analysis were Smart PLS version 2 and SPSS version 22. Constructions and items were selected through repeated scale according to the opinions of scientists, experts and comparatives studies. Confirmation of the researcher-made questionnaire reliability was performed using the judgments of experts and their reliability. The reliability upon Cronbach’s Alpha was 0.935. Results: Factors including employee satisfaction, organizational culture, communication management, organizational commitment, empowerment, teamwork, organizational structure, management change and organizational mission influenced the implementation of customer relationship management. Factor load of employee satisfaction (0.802) had the highest impact while the organizational mission had the least impact (0.587). Goodness of Fit of the model was 0.566. Conclusions: Human resources management has an important role in the implementation of customer relationship management. Therefore, hospital administrators should provide cultural context and support staff to encourage customer-oriented culture.

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کتایون جهانگیریچهارم

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