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CRM Impact on Nursing Home Satisfaction by Bhelen del Karmen Orellana Patazca is a document available to read on EtoBox.
This document summarizes a research study that evaluated the effects of implementing customer relationship management (CRM) on resident satisfaction in nursing homes. The study developed a two-level model linking CRM to resident satisfaction. Data was collected via questionnaire from 481 residents across 45 nursing homes in Taiwan. The results showed that most CRM components helped improve perceived service quality. CRM was found to positively influence resident satisfaction directly and indirectly by impro
- Author
- Bhelen del Karmen Orellana Patazca
- Language
- EN