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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: © 2014 |Pages: 20
ISBN13: 9781466645462|ISBN10: 1466645466|EISBN13: 9781466645479
DOI: 10.4018/978-1-4666-4546-2.ch015
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MLA

Khashab, Basel, et al. "Customer Strategy Definition in Elderly Care: Understanding Customer-Focused Care Expectation and Managing Resource Allocation." Handbook of Research on Patient Safety and Quality Care through Health Informatics, edited by Vaughan Michell, et al., IGI Global, 2014, pp. 275-294. https://doi.org/10.4018/978-1-4666-4546-2.ch015

APA

Khashab, B., Joshi, U., & Gulliver, S. R. (2014). Customer Strategy Definition in Elderly Care: Understanding Customer-Focused Care Expectation and Managing Resource Allocation. In V. Michell, D. Rosenorn-Lanng, S. Gulliver, & W. Currie (Eds.), Handbook of Research on Patient Safety and Quality Care through Health Informatics (pp. 275-294). IGI Global. https://doi.org/10.4018/978-1-4666-4546-2.ch015

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 Handbook of Research on Patient Safety and Quality Care through Health Informatics, edited by Vaughan Michell, et al., 275-294. Hershey, PA: IGI Global, 2014. https://doi.org/10.4018/978-1-4666-4546-2.ch015

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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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