The Impact of Medical Tourist Relationship Management Dimensions on Innovation Capabilities

Fayez Shriedeh

Business and Economic Research, 2019, vol. 9, issue 3, 70-86

Abstract: This study investigates the one-to-one effect of medical tourist relationship management on innovation capabilities. This study employed regression analysis to test the research hypotheses in a sample of 306 medical tourists in Amman, Jordan. The findings indicate that long- term relationship and joint problem solving have positive impacts on all types of innovation. Knowledge management and customer involvement have positive influences on the product, process, service, and marketing innovations. Technology-based CRM has positive impacts on product, service, and process innovation. Finally, this paper discusses practical implications and future study directions.

Keywords: Customer relationship management; Innovation capability; Medical tourism; Jordan (search for similar items in EconPapers)
Date: 2019
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