Customer relationship management systems (CRMS) in the healthcare environment: A systematic literature review

Customer relationship management (CRM) is an innovative technology that seeks to improve customer satisfaction, loyalty, and profitability by acquiring, developing, and maintaining effective customer relationships and interactions with stakeholders. Numerous researches on CRM have made significant p...

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Main Authors: Baashar, Y., Alhussian, H., Patel, A., Alkawsi, G., Alzahrani, A.I., Alfarraj, O., Hayder, G.
Format: Article
Institution: Universiti Teknologi Petronas
Record Id / ISBN-0: utp-eprints.30089 /
Published: Elsevier B.V. 2020
Online Access: https://www.scopus.com/inward/record.uri?eid=2-s2.0-85083270400&doi=10.1016%2fj.csi.2020.103442&partnerID=40&md5=ca68ec9839a122adf1a2f2cf8c5e708b
http://eprints.utp.edu.my/30089/
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spelling utp-eprints.300892022-03-25T06:33:58Z Customer relationship management systems (CRMS) in the healthcare environment: A systematic literature review Baashar, Y. Alhussian, H. Patel, A. Alkawsi, G. Alzahrani, A.I. Alfarraj, O. Hayder, G. Customer relationship management (CRM) is an innovative technology that seeks to improve customer satisfaction, loyalty, and profitability by acquiring, developing, and maintaining effective customer relationships and interactions with stakeholders. Numerous researches on CRM have made significant progress in several areas such as telecommunications, banking, and manufacturing, but research specific to the healthcare environment is very limited. This systematic review aims to categorise, summarise, synthesise, and appraise the research on CRM in the healthcare environment, considering the absence of coherent and comprehensive scholarship of disparate data on CRM. Various databases were used to conduct a comprehensive search of studies that examine CRM in the healthcare environment (including hospitals, clinics, medical centres, and nursing homes). Analysis and evaluation of 19 carefully selected studies revealed three main research categories: (i) social CRM �eCRM�; (ii) implementing CRMS; and (iii) adopting CRMS; with positive outcomes for CRM both in terms of patients relationship/communication with hospital, satisfaction, medical treatment/outcomes and empowerment and hospitals medical operation, productivity, cost, performance, efficiency and service quality. This is the first systematic review to comprehensively synthesise and summarise empirical evidence from disparate CRM research data (quantitative, qualitative, and mixed) in the healthcare environment. Our results revealed that substantial gaps exist in the knowledge of using CRM in the healthcare environment. Future research should focus on exploring: (i) other potential factors, such as patient characteristics, culture (of both the patient and hospital), knowledge management, trust, security, and privacy for implementing and adopting CRMS and (ii) other CRM categories, such as mobile CRM (mCRM) and data mining CRM. © 2020 Elsevier B.V. Elsevier B.V. 2020 Article NonPeerReviewed https://www.scopus.com/inward/record.uri?eid=2-s2.0-85083270400&doi=10.1016%2fj.csi.2020.103442&partnerID=40&md5=ca68ec9839a122adf1a2f2cf8c5e708b Baashar, Y. and Alhussian, H. and Patel, A. and Alkawsi, G. and Alzahrani, A.I. and Alfarraj, O. and Hayder, G. (2020) Customer relationship management systems (CRMS) in the healthcare environment: A systematic literature review. Computer Standards and Interfaces, 71 . http://eprints.utp.edu.my/30089/
institution Universiti Teknologi Petronas
collection UTP Institutional Repository
description Customer relationship management (CRM) is an innovative technology that seeks to improve customer satisfaction, loyalty, and profitability by acquiring, developing, and maintaining effective customer relationships and interactions with stakeholders. Numerous researches on CRM have made significant progress in several areas such as telecommunications, banking, and manufacturing, but research specific to the healthcare environment is very limited. This systematic review aims to categorise, summarise, synthesise, and appraise the research on CRM in the healthcare environment, considering the absence of coherent and comprehensive scholarship of disparate data on CRM. Various databases were used to conduct a comprehensive search of studies that examine CRM in the healthcare environment (including hospitals, clinics, medical centres, and nursing homes). Analysis and evaluation of 19 carefully selected studies revealed three main research categories: (i) social CRM �eCRM�; (ii) implementing CRMS; and (iii) adopting CRMS; with positive outcomes for CRM both in terms of patients relationship/communication with hospital, satisfaction, medical treatment/outcomes and empowerment and hospitals medical operation, productivity, cost, performance, efficiency and service quality. This is the first systematic review to comprehensively synthesise and summarise empirical evidence from disparate CRM research data (quantitative, qualitative, and mixed) in the healthcare environment. Our results revealed that substantial gaps exist in the knowledge of using CRM in the healthcare environment. Future research should focus on exploring: (i) other potential factors, such as patient characteristics, culture (of both the patient and hospital), knowledge management, trust, security, and privacy for implementing and adopting CRMS and (ii) other CRM categories, such as mobile CRM (mCRM) and data mining CRM. © 2020 Elsevier B.V.
format Article
author Baashar, Y.
Alhussian, H.
Patel, A.
Alkawsi, G.
Alzahrani, A.I.
Alfarraj, O.
Hayder, G.
spellingShingle Baashar, Y.
Alhussian, H.
Patel, A.
Alkawsi, G.
Alzahrani, A.I.
Alfarraj, O.
Hayder, G.
Customer relationship management systems (CRMS) in the healthcare environment: A systematic literature review
author_sort Baashar, Y.
title Customer relationship management systems (CRMS) in the healthcare environment: A systematic literature review
title_short Customer relationship management systems (CRMS) in the healthcare environment: A systematic literature review
title_full Customer relationship management systems (CRMS) in the healthcare environment: A systematic literature review
title_fullStr Customer relationship management systems (CRMS) in the healthcare environment: A systematic literature review
title_full_unstemmed Customer relationship management systems (CRMS) in the healthcare environment: A systematic literature review
title_sort customer relationship management systems (crms) in the healthcare environment: a systematic literature review
publisher Elsevier B.V.
publishDate 2020
url https://www.scopus.com/inward/record.uri?eid=2-s2.0-85083270400&doi=10.1016%2fj.csi.2020.103442&partnerID=40&md5=ca68ec9839a122adf1a2f2cf8c5e708b
http://eprints.utp.edu.my/30089/
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score 11.62408

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