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The Factors that Affect on CRM Performance in a Medical Institution
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의료기관의 CRM 성과와 영향 요인

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Type
Academic journal
Author
Journal
Korea Academy Industrial Cooperation Society Journal of the Korea Academia-Industrial cooperation Society Vol.11 No.2 KCI Accredited Journals
Published
2010.2
Pages
758 - 764 (7page)

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The Factors that Affect on CRM Performance in a Medical Institution
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Abstract· Keywords

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This study showed effective and new applicative direction of CRM of medical management after arranging CRM researches, measuring CRM activity and the results of medical institutions and clearing factors having an effect. In other words, 'Human Factors' variables and 'Physical Factors' variables have an effect on the result of CRM. 'Human Factors' variables have an effect on the qualitative result and 'Physical Factors' variables have an effect on the quantitative performance. In more strategic CRM continuum, Human Factors have a significant effect on the whole performance of CRM. And in more tactical, CRM continuum Human Factors and Physical Factors have significant effect on the whole performance of CRM. Consequently, The key point is grasp of what characteristics exist in CRM between strategic level and tactical level. This provides the foundation for the variables in marketing practice.
#CRM Continuum #CRM Performance in a Medical Institution #Human Factors #Physical Factors

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References (8)

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1. [학술지(정기간행물)] - 김귀정 / 2008 / 의료기관 전문 의료용 CRM 프레임 설계 / 한국콘텐츠학회 논문지 8 (12) : 20 ~ 27 dbpia 2. [학위논문] - 양정영 / 2001 / 여행업의 전자상거래에 관한 연구.박사학위논문 / 박사 / 경기대학교대학원 google schola 3. [학술지(정기간행물)] - 조문제 / 2008 / CRM 성과에 영향을 미치는 요인에 관한 실증적 연구 : 고객만족도와 고객충성도 중심으로 / 경영과학 25 (1) : 193 ~ 208 dbpia 4. [학위논문] - 황성윤 / 2007 / CRM 성과에 영향을 미치는 요인에 관한 연구 / 박사 / 계명대학교대학원 google schola 5. [학술지(정기간행물)] - Mack,O.,M. / 2005 / A strategic for successful CRM:A European perspective / .Problems and Perspectives in Management 32 : 98 ~ 106 google schola

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