Impact of Customer Relationship Management on Brand Equity:
Medical Tourist Perspective

Shriedeh, Fayez Bassam; Ghani, Noor Hasmini Abd

doi:10.3923/rjbm.2017.28.38

Cited by 8 publications

(9 citation statements)

References 32 publications

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“…Three publications each were published in 2021, 2020, 2019, 2017, and 2015. The studies were conducted in different countries: Malaysia [ 6 , 19 ], South Korea [ 1 , 95 ], Iran [ 4 , 91 , 92 , 94 , 96 ], Indonesia [ 2 , 5 , 18 , 20 , 97 ], Kuwait [ 98 ], Jordan [ 93 , 99 , 100 , 101 ], India [ 9 , 17 , 23 , 26 , 89 , 102 ], Pakistan [ 90 ], Sri Lanka [ 103 ], Nairobi [ 104 ], and Vietnam [ 16 , 105 ]. Concentration of research is observed in developing countries, which can be explained by the desire for rapid development on the one hand, and the willingness to compare with highly developed countries on the other.…”

Section: Resultsmentioning

confidence: 99%

“…Concentration of research is observed in developing countries, which can be explained by the desire for rapid development on the one hand, and the willingness to compare with highly developed countries on the other. The number of respondents varied significantly and ranged up to 100 people—in four studies [ 2 , 20 , 89 , 104 ], 101–250 people—in seven studies [ 5 , 19 , 23 , 92 , 97 , 98 , 103 ], 251–500 people—in sixteen studies [ 3 , 4 , 5 , 6 , 16 , 17 , 90 , 91 , 93 , 94 , 96 , 99 , 100 , 101 , 102 , 106 ], and over 501 people—in five studies [ 1 , 9 , 18 , 26 , 105 ]. Various methods of statistical analysis were used, including regression analysis [ 2 , 18 , 19 , 103 , 104 ], structural equation modeling (SEM)—in twenty-one studies [ 1 , 3 , 4 , 6 , 9 , 16 , 17 , 23 , 26 , 90 , 91 , 93 ,…”

Section: Resultsmentioning

confidence: 99%

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Consumer or Patient Determinants of Hospital Brand Equity—A Systematic Literature Review

Górska-Warsewicz

2022

IJERPH

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The purpose of this study was to analyze consumer or patient determinants of hospital brand equity (HBE) based on the Preferred Reporting Items for Systematic Reviews and Meta-Analysis (PRISMA) Statement. A search of six databases: Scopus, Web of Sciences, PubMed, Google Scholar, Ebsco, and Elsevier was conducted. A search for studies published up to January 2022 was performed between 15 February and 5 March 2022. Article type, peer-reviewed papers, and studies based on empirical research were used as inclusion criteria. Non-English language papers, dissertations, short reports, works in progress, conference publications, and book chapters were excluded. As a result, a final set of 32 studies were selected for the analysis. Three research questions were formulated on the main determinants of HBE, brand-related factors, and specific medical-related factors. The studies included in the systematic literature review were analyzed in three areas: study description, key findings, and practical recommendations. Among the traditional HBE factors, brand loyalty has been analyzed most often, and the following have also been studied: perceived quality, brand associations, brand awareness, and brand image. Patient satisfaction, service quality, perception of the treatment process, and the work of medical staff were found to be specific medical-related factors. Other factors related to the management process, brand, and patients were also identified. It was noted that the number and variety of medical and other determinants of HBE have increased in recent years. The results of this systematic literature review are relevant to the analysis of consumer/patient behavior in choosing a hospital or other health care facility as they provide a deeper understanding of the increasingly differentiated needs of patients and the way in which the quality of health care services is evaluated.

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Section: Resultsmentioning

confidence: 99%

Section: Resultsmentioning

confidence: 99%

Consumer or Patient Determinants of Hospital Brand Equity—A Systematic Literature Review

Górska-Warsewicz

2022

IJERPH

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“…If a patient continues to change hospitals, their medical records will be dispersed in various hospitals and this poses a risk of misdiagnosis which may result to death. Shriedeh & Ghani (2017) advise that, if a patient is consistently treated by the same physician, his/her health tends to improve as that doctor becomes more acquainted with the condition of the patient. The most intangible benefit therefore would be time, since health records of that particular patient are available and would give more vivid information about the needs of the patient and his/her health history.…”

Section: Conceptual Background Empirical Review and Hypothesis Develo...mentioning

confidence: 99%

Effect of financial capability on customer relationship management in private hospitals in Kenya

Muthigah¹,

Kiragu²,

Sang³

2022

IJBES

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The purpose of this study was to establish the effect of financial capability on customer relationship management in private hospitals in Kenya. The study adopted descriptive survey design. It targeted 161 private hospitals which are accredited by NHIF in Kenya and which formed the unit of analysis of the study. Simple random sampling was then be used to obtain the 644 respondents. The researcher utilized a structured questionnaire with a five-point Likert scale to gather the data. The collected data was coded and entered in SPSS for further analysis. Descriptive and inferential analysis was conducted. The findings indicate there was a statistical and significant relationship between financial capabilities and customer relationship management. Financial capabilities explained 48.5% of the variability in customer relationship management in private hospitals. Hospitals should plan ahead forecast on financial emerging issues to avoid financial distress. Good governance is critical in an organization because it enables flexible adjustments to the emerging spending patterns as strategic demands arise.

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“…In this sense, Customer Relationship Management (CRM) must perform effectively in transforming customer preferences and evolving needs into customer relationships and, thus, into innovative products/services using a better understanding of customers (Battor & Battor, 2010;Chin et al, 2011;Lin et al, 2010). A good CRM strategy can develop innovation capabilities by improving relationships with customers, thus enhancing competitive advantages (Ghafari, Karjalian, & Mashayekhnia, 2011;Lin et al, 2010;Ramani & Kumar, 2008;Shriedeh & Ghani, 2017).…”

Section: Introductionmentioning

confidence: 99%

The Impact of Medical Tourist Relationship Management Dimensions on Innovation Capabilities

Shriedeh¹

2019

BER

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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.

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Impact of Customer Relationship Management on Brand Equity: Medical Tourist Perspective

Cited by 8 publications

References 32 publications

Consumer or Patient Determinants of Hospital Brand Equity—A Systematic Literature Review

Consumer or Patient Determinants of Hospital Brand Equity—A Systematic Literature Review

Effect of financial capability on customer relationship management in private hospitals in Kenya

The Impact of Medical Tourist Relationship Management Dimensions on Innovation Capabilities

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