000			01945naa a2200241uu 4500
001			6041712533021
003			OSt
005			20190211161033.0
008			060417s2006 xx ||||gr |0|| 0 eng d
100	1		_aCHENG, Bor-Wen _924621
245	1	0	_aEstablishing customer relationship management framework in nursing homes
260			_aUK : _bRoutledge, _cJuly 2005
520	3		_aThe population of Taiwan has aged rapidly during the mid-1980s, and Taiwan formally became an ageing society in 1993. The elderly population of Taiwan reached 9.09% of the total population in April 2003. A significant need exists for medical and long-term care services for this aged population, especially nursing homes with professional care services. Consequently, nursing home care quality has become a major issue in Taiwan. This study establishes a customer relationship management (CRM) framework for nursing homes. CRM in nursing homes involves three aspects, namely case management customer relationships, information management customer relationships, and care management customer relationships. CRM in a nursing homes is further divided into nine sub-phases: interactive mechanism, assessment of demand model, customer data collection, data analysis, knowledge management, care design, care delivery, support from the related units, monitoring and feedback. This study also ranked the sequence of 84 indicators of CRM based on their importance. Focusing on these indicators can enable a nursing home to effectively improve its care quality.
650		4	_aNursing home _924622
650		4	_aCustomer relationship management _916335
650		4	_aCare quality _924630
700	1		_aCHANG, Chun-Lang _924625
700	1		_aLIU, I-Sheng _924626
773	0	8	_tTotal Quality Management & Business Excellence _g16, 5, p. 607 - 629 _dUK : Routledge, July 2005 _xISSN 1478-3363 _w
942			_cS
998			_a20060417 _b1253^b _cNatália
998			_a20081212 _b1024^b _cZailton
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c15603 _d15603
041			_aeng