Developing a Customer Relationship Management Model for Better Health Examination Service

Lyu Jr-Jung, Chao Hai-Lun, Chen Chia-Wen and Huang Li-Yu
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Lyu Jr-Jung: Professor in Department of Industrial and Information Management, National Cheng Kung University, Taiwan, R. O. C.
Chao Hai-Lun: Associate Professor in Department of Health Care Administration, Chung Hwa University of Medical Technology, Taiwan, R. O. C.
Chen Chia-Wen: Department of Industrial and Information Management, National Cheng Kung University, Taiwan, R. O. C.
Huang Li-Yu: Department of Industrial and Information Management, National Cheng Kung University, Taiwan, R. O. C.

Nang Yan Business Journal, 2014, vol. 1, issue 1, 38-46

Abstract: People emphasize on their own health and wish to know more about their conditions. Chronic diseases now take up to 50 percent of top 10 causes of death. As a result, the health-care industry has emerged and kept thriving. This work adopts a customer-oriented business model since most clients are proactive and spontaneous in taking the “distinguished” health examination programs. We adopt the soft system dynamics methodology (SSDM) to develop and to evaluate the steps of introducing customer relationship management model into a case health examination organization. Quantitative results are also presented for a case physical examination center and to assess the improved efficiency. The case study shows that the procedures developed here could provide a better service.

Keywords: Customer Relationship Management; Health Examination Service; Soft System Dynamics Methodology (search for similar items in EconPapers)
Date: 2014
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Persistent link: https://EconPapers.repec.org/RePEc:vrs:nybujo:v:1:y:2014:i:1:p:38-46:n:6

DOI: 10.2478/nybj-2014-0006

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