An evaluation of customer relationship management in hospital-based and privately run nursing homes in Taiwan

Abstract

This study evaluates the implementation of customer relationship management (CRM) in nursing homes in Taiwan. A total of 615 respondents from 30 hospital-based nursing homes and 108 privately run nursing homes in Taiwan are analysed. The results indicate that these two types of nursing homes emphasise different CRM activities to build positive relationships with their residents. Hospital-based nursing homes put more emphasis on understanding resident needs and providing prompt care service via knowledge learning. Privately run nursing homes emphasise the designated components of CRM organisation and technology-based CRM for building relationship with residents. The management of these nursing homes should make effective use of such different advantages and resources to implement appropriate CRM activities more successfully.

Keywords:

• customer relationship management
• hospital-based nursing homes
• privately-run nursing homes
• Taiwan nursing homes

Acknowledgements

I gratefully acknowledge the collaboration of all the nursing homes in Taiwan who participated in this study. Further, I would like to thank all staff members for their exceptional assistance with the data collection.