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Customer Strategy Definition in Elderly Care: Understanding Customer-Focused Care Expectation and Managing Resource Allocation

Customer Strategy Definition in Elderly Care: Understanding Customer-Focused Care Expectation and Managing Resource Allocation

Basel Khashab, Uday Joshi, Stephen R. Gulliver
Copyright: © 2015 |Pages: 20
ISBN13: 9781466663398|ISBN10: 1466663391|EISBN13: 9781466663404
DOI: 10.4018/978-1-4666-6339-8.ch061
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MLA

Khashab, Basel, et al. "Customer Strategy Definition in Elderly Care: Understanding Customer-Focused Care Expectation and Managing Resource Allocation." Healthcare Administration: Concepts, Methodologies, Tools, and Applications, edited by Information Resources Management Association, IGI Global, 2015, pp. 1139-1158. https://doi.org/10.4018/978-1-4666-6339-8.ch061

APA

Khashab, B., Joshi, U., & Gulliver, S. R. (2015). Customer Strategy Definition in Elderly Care: Understanding Customer-Focused Care Expectation and Managing Resource Allocation. In I. Management Association (Ed.), Healthcare Administration: Concepts, Methodologies, Tools, and Applications (pp. 1139-1158). IGI Global. https://doi.org/10.4018/978-1-4666-6339-8.ch061

Chicago

Khashab, Basel, Uday Joshi, and Stephen R. Gulliver. "Customer Strategy Definition in Elderly Care: Understanding Customer-Focused Care Expectation and Managing Resource Allocation." In Healthcare Administration: Concepts, Methodologies, Tools, and Applications, edited by Information Resources Management Association, 1139-1158. Hershey, PA: IGI Global, 2015. https://doi.org/10.4018/978-1-4666-6339-8.ch061

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Abstract

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.

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