4 research outputs found
Framework for Adoption of Customer Relationship Management System in Hospital
Customer Relationship Management (CRM) systems enable hospitals to provide better quality of services, to improve customers' satisfaction, and to increase their profitability and competitiveness. However, there is little attention and lack of adoption of the CRM systems in private hospitals in Malaysia. Moreover, few studies have investigated the factors influencing the adoption of the CRM systems in private hospitals in Malaysia. The main objective of this study is therefore to develop an adoption framework of the CRM system for hospitals.Self-administered questionnaires were used to collect the data from the top management employees in private hospitals in Malaysia. A total of 148 questionnaires distributed in which 79 questionnaires (53%) were returned. The data of 72 valid questionnaires were analysed using Correlation and Multiple Regression techniques to validate the framework. The framework, adapted from the Diffusion of Innovation (DOI) theory and the Model of Information System (IS) Innovation, was built to relate innovation, organizational, and environmental factors to the perception of the CRM system's benefits and implementation plans. Findings indicate that innovation, organizational, and environmental factors have positive significant relationships (p > 0.05). The results of the study such as the constructed framework, provide a set of adoption guidelines that contributes to a successful adoption and implementation of the CRM systems. The framework also contributes to the body of knowledge in the DOI theory, the Model of IS Innovation, and the CRM domain. In practical, the results have many implications such as emphasizing on the roles of the CRM systems on solving major problems in hospitals and encouraging the vendors of the CRM systems to improve their marketing strategies and to provide the CRM systems at reasonable prices
Framework for adoption of customer relationship management systems in hospital
Customer Relationship Management (CRM) systems enable hospitals to provide better quality of services, to improve customers’ satisfaction, and to increase their profitability and competitiveness.However, there is little attention and lack of adoption of the CRM systems in private hospitals in Malaysia. Moreover, few studies have investigated the factors influencing the adoption of the CRM systems in private hospitals in Malaysia.The main objective of this study is therefore to construct an adoption model of CRM
systems in the healthcare industry.Self administered questionnaires were used to collect
the data from the top management employees in private hospitals in Malaysia.A total of 148 questionnaires distributed in which 79 questionnaires (53%) were returned.The data
of 72 valid questionnaires were analysed using Correlation and Multiple Regression techniques to validate the model.The model, adapted from the Diffusion of Innovation (DOI) theory and the Model of Information System (IS) Innovation, was built to relate innovation, organizational, and environmental factors to the perception of the CRM system’s benefits and implementation plans.Findings indicate that innovation, organizational, and environmental factors have positive significant relationships (p >0.05).The results of the study such as the constructed model, provide a set of adoption guidelines that contributes to a successful adoption and implementation of the CRM systems.The model also contributes to the body of knowledge in the DOI theory, the Model of IS Innovation, and the CRM domain. In practical, the results have many
implications such as emphasizing on the roles of the CRM systems on solving major problems in hospitals and encouraging the vendors of the CRM systems to improve their marketing strategies and to provide the CRM systems at reasonable prices
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Cross disciplinary evaluation framework for e-health services
This thesis was submitted for the degree of Doctor of Philosophy and awarded by Brunel UniversityE-health is an emerging field in the intersection of information systems, healthcare and business management, referring mainly to healthcare services delivered and enhanced through the use of information and communication technologies (ICT). In a broader sense, the term characterizes not only a technical development, but also a wider way of thinking, an attitude, and a commitment for a network to improve and connect provider, patients and governments. Such a network will be used to educate and inform healthcare professionals, managers and healthcare users; to stimulate innovation in care delivery and health system management; and to improve the healthcare system locally, regionally, and globally. The evaluation of e-health services in both theory and practice has proved to be important and complex. E-health evaluation will help achieve better user services utilization, justify the enormous investments of governments on delivering e-health services, and address the aspects that are hampering healthcare services from embracing the full potential of ICT towards successful e-health initiatives. The complexity of evaluation is mostly due to the challenges faced at the intersection of three areas, each well-known for its complexity; healthcare services, information systems, and evaluation methodologies. However, despite the importance of the evaluation of e-health services, literature shows that e-health evaluation is still in its infancy in terms of development and management. The aim of this research study is to develop, and assess a cross disciplinary evaluation framework for e-health services and to propose evaluation criteria for better user’s utilization and satisfaction of e-health services. The evaluation framework is criteria based, while the criteria are determined by an evaluation matrix of three elements, the evaluation rationales, the evaluation timeframes, and the evaluation stakeholders. The evaluation criteria have to be multi-dimensional as well as grounded in, or derived from, one or more specific perspectives or theories. The framework is designed to deal effectively with the challenges of e-health evaluation and overcome the limitation of existing evaluation frameworks. The cross disciplinary evaluation framework has been examined and validated by adopting an interpretive case study methodology. The chosen case study is NHS direct which is currently one of the largest e-health services in the world. The data collection process has been carried out by using three research methods; archival records, documentation analysis and semi-structured interviews. The use of multiple methods is essential to generate comparable data patterns and structures, and enhance the reliability of conclusions through data triangulation. The contribution of the research study is in bridging the gap between the theory and practice in the evaluation of e-health services by providing an efficient evaluation framework that can be applied to a wide range of e-health application and able to answer real-world concerns. The study also offers three sets of well-argued and balanced hierarchies of evaluation criteria that influence user’s utilization and satisfaction of e-health services. The evaluation criteria can be used to help achieve better user services utilization, to serve as part of e-health evaluation framework, and to address areas that require further attention in the development of future e-health initiatives
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The influence of transformational leadership on individual and team innovativeness in the hospital sector in the United Arab Emirates
Healthcare organisations assume best practice as they implement and monitor the latest clinical evidence available. However, this approach can result in rapid increase in costs in order to stay up to date with state-of-the-art developments, inflicting budget constraints that work at the expenses of soft people management issues. This can render attempts to apply simple healthcare innovations difficult. Past literature suggested that leadership plays an important role in individual and team innovation. In this project, I draw on the idea that transformational leadership is capable of encouraging social interactions within a team and thereby fosters individual and team innovativeness. I set to investigate the role of knowledge sharing and team reflexivity in explaining how transformational leadership encourages innovativeness. Moreover, ample evidence suggests that new knowledge increases innovativeness. By applying this logic, should we expect individuals and teams deficient in new knowledge acquisition opportunities not to be innovative? Would followers socially interact differently in this case? Also, would transformational leaders be able to counteract knowledge deficiency in order to drive innovativeness? The gap in the literature this study attempt to satisfy is whether under transformational leadership, different social interaction mechanisms are triggered in reaction to different levels of external knowledge acquisition in order to drive innovativeness.
This study provide evidence that under conditions of fewer new knowledge acquisition opportunities, the emphasis on the team leader as the main driver of team innovativeness increases. On the other hand, where new knowledge acquisition opportunities are abundant, transformational leadership influence on teams innovativeness will increasingly be mediated through team reflexivity levels. The study result is discussed using two faces of transformational leadership framework (Kark and Shamir 2002; Kark et al., 2003). These findings are stronger at the team level than the individual level where the study data did not generate statistically significant associations