The Impact of Medical Tourist Relationship Management Dimensions on Innovation Capabilities

Shriedeh, Fayez Bassam

doi:10.5296/ber.v9i3.14955

Cited by 2 publications

(1 citation statement)

References 37 publications

(81 reference statements)

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“…Thus, in the arena of healthcare tourism, 'Medical tourism' has witnessed a rapid growth rate. Shriedeh (2019) in his study done on medical tourists from Amman established a strong association between a long-term relationship and CRM involving features such as modern technology, process and service. Sousa and Alves (2019) found cooperation, trust and commitment as important factors in the context of medical tourism.…”

Section: Customer Relationship Managementmentioning

confidence: 99%

Winning the Loyalty of International Customers: A Perspective from the International Patients in India

Sethi

2021

FIIB Business Review

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This article explores on how to win satisfaction and loyalty of customers travelling beyond national borders to avail services. The study investigates the effect of customer relationship management (CRM) practices on satisfaction and loyalty of international patients travelling to Indian hospitals. Given the challenges faced by the corporate hospitals in context to international patients, this article identified and discussed the relationship between CRM, customer satisfaction and customer loyalty. The study is based on a cross-sectional analytic study design, wherein primary data was collected through a structured questionnaire on a 5-point Likert scale from 419 respondents and processed through descriptive statistics and structural equation modelling using SPSS AMOS 20*. ‘Trust’ as a driver of CRM was found to be the most important predictor of satisfaction and loyalty, thus strategies around this element shall guide the corporate hospitals in establishing India as a medical tourism hub and having a competitive edge.

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Section: Customer Relationship Managementmentioning

confidence: 99%

Winning the Loyalty of International Customers: A Perspective from the International Patients in India

Sethi

2021

FIIB Business Review

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Innovation Environment for Sustainable Medical Tourism in a Country

Sultana

Turkina

Cohendet

2022

Handbook of Research on Sustainable Tourism and Hotel Operations in Global Hypercompetition

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Medical tourism has become one of the fastest-growing service industries in the 21st century. The purpose of this chapter is to advance the idea that the growth of medical tourism is influenced not only by the innovation in medical technology but also by the overall innovation environment in a country. Conducting a fixed effect regression analysis, the authors find empirical evidence in support of the argument. Because of the inter-sectoral nature of the medical tourism industry, the findings imply a plethora of opportunities for all related industries to realize the full potential of the resources available for innovation in a country. The most important implication of the findings is that strengthening the innovation environment in a country is momentous for sustainable medical tourism. The findings show a way to achieve sustainable medical tourism by integrating different stakeholders through collaboration and innovation.

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The Impact of Medical Tourist Relationship Management Dimensions on Innovation Capabilities

Cited by 2 publications

References 37 publications

Winning the Loyalty of International Customers: A Perspective from the International Patients in India

Winning the Loyalty of International Customers: A Perspective from the International Patients in India

Innovation Environment for Sustainable Medical Tourism in a Country

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