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

Baashar, Yahia; Alhussian, Hitham; Patel, Ahmed; Alkawsi, Gamal; Alzahrani, Ahmed Ibrahim; Alfarraj, Osama; Hayder, Gasim

doi:10.1016/j.csi.2020.103442

Cited by 51 publications

(23 citation statements)

References 62 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…To conduct a systematic analysis of the existing literature on the subject of the research, a concrete strategy needed to be developed to ensure a comprehensive review of the literature on the use of blockchain technology in the energy sector. These strategies included defining problems, establishing the research aims and objectives, setting up the inclusion and exclusion criteria, scanning the literature using databases, manual searching, as well as selecting articles based on the eligibility criteria [19][20][21][22][23].…”

Section: Methodological Selection and Research Questionsmentioning

confidence: 99%

Toward Blockchain Technology in the Energy Environment

et al. 2021

Self Cite

View full text Add to dashboard Cite

Energy management and exchange have increasingly shifted from concentrated to hierarchical modes. Numerous issues have arisen in the decentralized energy sector, including the storage of customer data and the need to ensure data integrity, fairness, and accountability in the transaction phase. The problem is that in the field of the innovative technology of blockchain and its applications, with the energy sector still in the developmental stages, there is still a need for more research to understand the full capacity of the technology in the field. The main aim of this work was to investigate the state of the current research of blockchain technologies as well as their application within the field of energy. This work also set out to identify certain research gaps and provide a set of recommendations for future directions. Among these research gaps is the application of blockchain in decentralized storage, the integration of blockchain with artificial intelligence, and security and privacy concerns, which have not received much attention despite their importance. An analysis of fifty-seven carefully reviewed studies revealed that the emerging blockchain which provides privacy-protection technologies in cryptography and other areas that can be integrated to address users’ privacy concerns is another aspect that needs further investigation. Grid operations, economies, and customers will all learn from blockchain technology as it provides disintermediation, confidentiality, and tamper-proof transfers. Moreover, it provides innovative ways for customers and small solar generators to participate more actively in the electricity sector and to benefit from their properties. Blockchains are a rapidly evolving field of research and growth. A study of this emerging technology is necessary to increase comprehension, to educate the body of expertise on blockchains, and to realize its potential. This study recommends that future work investigates the potential application of blockchain in the energy sector as well as the challenges that face its implementation from the perspective of policy makers. This future approach will enable researchers to direct their focus to the case studies approach, which will facilitate and ease the application of blockchain technology.

show abstract

Section: Methodological Selection and Research Questionsmentioning

confidence: 99%

Toward Blockchain Technology in the Energy Environment

et al. 2021

Self Cite

View full text Add to dashboard Cite

show abstract

“…Yadav and Singh (2018) The commitment level of customers was high towards a firm or brand when there was no availability of the product with the same features in other firms or brand. Baashar et al (2020) Research in the area of CRM in the healthcare sector was in a developing stage and required further researches to get more in-depth insight. Mena and Zaveri (2020) The CRM practices in four-star hotels were moderate, and the main determinants of CRM were knowledge of CRM process, technology and human resource knowledge.…”

Section: Classification By Country-wise (Where the Research Was Done)mentioning

confidence: 99%

Customer Relationship Management Research from 2000 to 2020: An Academic Literature Review and Classification

Meena

Sahu

2021

Vision

View full text Add to dashboard Cite

This article aims to review the literature on customer relationship management (CRM) research. This review article analyses the trends in CRM research, popular research topics and tools used in studies. This study presents how CRM research developed over 21 years in terms of critical areas, type of studies, sources of papers, the origin of articles (country-wise distribution), type of data used, under-researched areas and popular researched areas. The study provides a broad classification and summarizes the last 21 years of CRM research in an organized way. For this review article, research papers were taken from January 2000 to June 2020, that is, 21 years. A total of 104 papers were selected from different journals and conferences. Findings show that most of the articles were published in the year 2009. A total of 95% of articles were published in journals, and 5% were conference papers—most of the CRM research done in the USA and the United Kingdom. Empirical papers were maximum in number, whereas case studies were least. Primary studies were more than secondary studies. In review papers, the maximum times CRM and electronic customer relationship management (E-CRM) were taken as a basis for reviewing. The further article has classifications within primary studies and review papers. It also presents the most frequently used keywords and variables in literature. The study will be useful for researchers, practitioners and academicians for further CRM research. This study also provides the classification within primary studies based on data collection tools used, sampling technique used, sampling country, industry, statistical tests and methods and software used, also it gives a brief view of keywords and variables used in a total of 104 papers. This article provides the first such review on keywords and variables, thus presenting the classification on a different basis, which none of the published research has presented.

show abstract

“…It is also an innovative technology that seeks to increase customer satisfaction, loyalty, and profitability by acquiring, developing and maintaining effective customer relationships and interactions with stakeholders [12]. E-CRM is used to manage interactions between companies and customers or prospective customers by utilizing data or track record of customer transactions at the company [13].…”

Section: Introductionmentioning

confidence: 99%

An Analysis of the Implementation of Electronic Customer Relationship Management (E-CRM) Towards Customer Loyalty

Noviana¹

2021

Proceedings of the 5th Global Conference on Business, Management and Entrepreneurship (GCBME 2020)

View full text Add to dashboard Cite

The presence of customers is the most important component in a business. For this reason, customer loyalty to the company must be maintained and improved so that the business can survive and grow. This research is a quantitative study that aims to look at the relationship between electronic customer relationship management (ECRM) on the loyalty. Data in this study were collected through ECRM quality measurement questionnaires and customer loyalty levels. Then, the collected data is analyzed using simple linear regression analysis. The results of this study indicate that there is a positive and significant effect between the effectiveness of the ECRM on the level of customer loyalty from these results it can be recommended that to increase customer loyalty, it is important to improve the quality and effectiveness of ECRM.

show abstract

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

Cited by 51 publications

References 62 publications

Toward Blockchain Technology in the Energy Environment

Toward Blockchain Technology in the Energy Environment

Customer Relationship Management Research from 2000 to 2020: An Academic Literature Review and Classification

An Analysis of the Implementation of Electronic Customer Relationship Management (E-CRM) Towards Customer Loyalty

Contact Info

Product

Resources

About