Purpose Integrating the social exchange and resource dependency theories, the study aims to comparatively examine the supplier relationship management (SRM) dimensions and organizational performance links of private and public hospitals in Ghana. Design/methodology/approach Comparative in nature; employing a quantitative approach; and using simple random and convenience sampling techniques, the study tested the proposed hypotheses using structural equation model-partial least square based on 205 usable questionnaires. Partial least square-multigroup analysis (PLS-MGA) was performed to test the significance of the difference in the parameters between the two samples: private and public hospitals in Ghana. Findings The dimensions of SRM (communication, cooperation, trust, atmosphere and adaptation) have a significant, positive impact on private hospitals’ performance in Ghana. Similarly, communication and trust were found to be positively and significantly correlated to public hospitals’ performance. In contrast, cooperation, atmosphere and adaptation dimensions showed no significant, positive effect on public hospitals’ performance. PLS-MGA disclosed that these observed differences in the findings between the private and public hospitals in Ghana are statistically significant. Research limitations/implications The findings of the study, while limited to hospitals in Ghana, are likely to be relevant in other emerging economies for effective and enhanced supply chain relationship management. Practical implications The findings provide pragmatic insights for marketing practitioners and organizational leaders of hospitals about the significance of SRM dimensions in today’s globalized marketplace, and how to nurture them to enhance organizational performance. Originality/value The value of the study lies in the examination of the relationship between SRM and organizational performance in the health sector by comparing private and public hospitals in an emerging economy context.

Health care delivery has become one of the fundamental issues being given attention by governments of most developing countries. The Objective of this study therefore is to examine how Customer Relationship Management can be employed to bring about improve health service quality in Nigeria. The data for the study was collected through questionnaire instrument administered to 200 health workers at the University of Ilorin Teaching Hospital Ilorin, Nigeria. Thus the study adopted a case study approach method. Exploratory test was conducted to determine the mean age of the Sample distribution, while Chi-square, Kolmogorov Smirnov test and Factor Analysis were Statistical techniques employed to further perform data analysis on the study. Findings reveal that the mean age was not significantly different from the hypothesized value, Customer Relationship Management (C.R.M.) has significant effects on the quality of Hospital Services in Nigeria (χ 2 =0.000, d.f=2 and P ≤ 0.05) and three factors namely: Interactive Management, Personalisation, and Relations with Patients are relevant factors in the implementation of Customer Relationship Management in Nigerian Hospitals. The study recommends pre-planning and understanding expectation of Stakeholders for CRM successful implementation.

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Government Hospitals are largely Not for Profit Organisations, because the purpose of establishing them is to
provide Health services to the community, mostly the needy; at little or no cost. Their services are invaluable and
essential. It is therefore, imperative that the Government subsidized the services of these Health Care
Organisations, for people to be able to reap the benefits of its services. However, there are many challenges
faced by these Health Care Organisations like, rise in expectation of patients about their poor service delivery
and increased competition from Private or For Profit Health Care Organisations. This is in addition to the fact
that Health Care Industry is now experiencing a new dawn, where the patients have become more informed
about their Health needs and are no longer submissive to their Physician’s instruction only but play more active
role in their health care related decisions. Thus, Health Care Providers have realized that one of the ways to
manage these challenges is the use of Hospital Marketing and have also discovered that it is easier and less
expensive to retain old patients than to find new ones. The objective of this paper therefore, is to examine how
marketing and Public Relations activities have contributed to the realization of the organizational objectives of
Not for Profit Health Care Organisations in developing country, most especially Nigeria. The study was carried
out in ten out of the sixteen Local Government Areas of Kwara State of Nigeria. The data for the Research was
obtained through Proforma type Questionnaire administered to both Health Care Marketing Staff and Patien...

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