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題名:以顧客關係管理為基礎之醫療網站設計
書刊名:醫療資訊雜誌
作者:蔡玉娟曾智強
作者(外文):Tsay, Yuh-JiuanTseng, Chih-chiang
出版日期:2006
卷期:15:1
頁次:頁1-15
主題關鍵詞:醫療網站顧客關係管理顧客關係獲取顧客關係增強顧客關係維持Hospital websiteCustomer relationship managementCustomer relationship acquisitionCustomer relationship enhancementCustomer relationship retention
原始連結:連回原系統網址new window
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  • 被引用次數被引用次數:期刊(1) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:1
  • 共同引用共同引用:9
  • 點閱點閱:27
本研究設計並建置一個提昇顧客關係之醫療網站,期能達到醫療顧客關係管理之目的。所設計與建置之醫療網站,以顧客關係管理之三個階段為基礎: (1)醫療顧客關係獲取-包含個人化登入、會員關係行銷、差異化策略、顧客挽留策略與會員升級策略等五個功能; (2)醫療顧客關係增強-包含醫療專業知識、降低作業成本、常見問題分類、電子化交易以及藥品查詢等功能; (3)醫療顧客關係維持-包含由自動化電子郵件、電腦與電話整合、醫療社群與線上查詢/更新等功能。 本研究採用中央健康保險局所提供之全民健保學術研究資料庫進行實驗,並藉由 IBM之Intelligent Miner進行資料庫分析,以獲得病患個人化資訊,提供所建置之醫療網站對病患進行顧客關係管理之三階段實作。本研究結果將可提供醫院與資訊業界發展以顧客關係管理為基礎之醫療網站的參考,提昇病患之醫療知識與品質,降低醫療浪費,提高醫院的競爭優勢。
The purpose of this paper is on designing and implementing a hospital website to improve the relationship between medical customers and hospitals. In order to reach the goal of improving medical customer relationship through the hospital website, our research is based on three phases of customer relationship management to develop and enable the hospital website functions. The three phases illustrated as follows. First, the medical customer relationship acquisition phase includes personalized login function, on sale function for insiders; function for strategic difference, function for retaining customer, function for promoting insiders; secondly, the medical customer relationship enhancement phase includes the function of medical knowledge, function for reducing operational cost, function for clustering of questions, function for e-trading, function for inquiring drugs; finally, the medical customer relationship retention phase includes the function of auto-email, integrated function of computer and telephone, function of on-line inquire, function of virtual community. On the other hand, in the implementation of hospital website, we analyze research database from Bureau of National Health Insurance. With the aid of data mining tool from IBM Intelligent Miner instrument, we obtain the medical customers’ personalized information, which could be the reference for hospitals to maintain the relationship between hospitals and medical customers.
期刊論文
1.朱海成、陳澤雄、簡守維(20020100)。醫療資訊系統之前瞻性--以電子病歷為例。產業論壇,3(2),215-239。new window  延伸查詢new window
2.李丞華、蔡慧青、吳佳蓉(19941000)。全民健保與醫院管理。醫院,27(5),9-23。  延伸查詢new window
3.曾淑芬、張良銘、張嘉豪、黃立凱(20000600)。另類醫病關係:醫療諮詢網與傳統醫療服務之比較。醫療資訊雜誌,11,1-15。new window  延伸查詢new window
4.Kandell, Jackie(2000)。CRM, ERM, One-to-one Decoding Relationship Management Theory and Technology。Trust and Estates,139(4),49-53。  new window
5.Peppers, Don、Rogers, Martha、Dorf, Bob(1999)。Is Your Company Ready for One-To-One Marketing?。Harvard Business Review,77(1),151-160。  new window
6.張勝立、李怡慶、黃銑扶、吳世望(20020900)。談顧客關係管理在醫療服務業的適用性及其障礙。醫務管理期刊,3(3),1-16。new window  延伸查詢new window
7.吳瑩潔(2001)。大榮貨運-電子商務物流平台推動者。通訊雜誌,88,58 -60。  延伸查詢new window
8.楊銘欽、李玉春(1994)。知己知彼-全民健保時代醫療環境之變遷。醫院雜誌,27(6),1-13。  延伸查詢new window
9.Fell, D.、Shepherd, C.D.(2001)。Hospitals and the Web: A Maturing Relationship。Marketing Health Services,21(2),36-38。  new window
10.McAvoy, J.(1999)。Mark a difference with CRM solutions。Health Management Technology,20,26-28。  new window
11.MaIloy, J.、Skinner, D.(1984)。Medicare on the critical list。Harvard Business Review,62,122-135。  new window
12.O’Malley J.F.(1984)。Capturing and retaining more referral sources。Marketing Health Services,20,14-20。  new window
學位論文
1.蔡淑芳(2002)。台灣精神衛教網站的評鑑(碩士論文)。國立中山大學,高雄市。  延伸查詢new window
2.林政道(2001)。線上顧客關係維繫之研究,台北。  延伸查詢new window
3.陳貴強(2004)。以知識為基礎之抗生素管理,屏東。  延伸查詢new window
4.湯鈞富(2003)。醫療服務導入CRM技術之雛型規劃,台南。  延伸查詢new window
5.賴嘉宏(2004)。網站設計品質對線上顧客關係與行為意圖的影響,中壢。  延伸查詢new window
圖書
1.Kalakota, R.、Robinson, M.(1999)。E-Business: Roadmap for Success。Reading, Mass.:Pearson Educational。  new window
2.Seybold, P.、Patricia, B.(2000)。Customer.com: how to create a profitable business strategy for the Internet and beyond。Patricia Seybold Group, Inc.。  new window
3.Peppers, D.、Rogers, M.(1999)。Don’t put customer relationship on hold。Sales & Marketing Management。  new window
4.Seybold, P.B.(1999)。Customer. com。Seybold Group, Inc。  new window
 
 
 
 
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