Advanced search

Implementing CRM in nursing homes: the effects on resident satisfaction

Mei‐Ling Wang (Department of Business Administration, Tamkang University, New Taipei City, Taiwan)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Publication date: 29 August 2013

Abstract

Purpose

–

The present study evaluates the effects of four‐component customer relationship management (CRM) on nursing home resident satisfaction by incorporating residents’ perceptions of service quality regarding physical environment and interaction with staff members in the nursing home. It also explores the mediating role of service quality between CRM and resident satisfaction.

Design/methodology/approach

–

A conceptual two‐level model that links CRM to resident satisfaction was developed and tested using data collected from nursing staff and residents in nursing homes in Taiwan. Data from 481 residents involving 45 nursing homes was collected via a questionnaire and analyzed using hierarchical linear modeling.

Findings

–

The results of this study show that most CRM components help nursing homes improve service quality and that perceived service quality positively influences resident satisfaction. This study also provides empirical support for the hypotheses that CRM helps nursing homes improve resident satisfaction through improving physical environment quality (PEQ) and interaction quality (IQ).

Research limitations/implications

–

The findings highlight the importance of other aspects of CRM, not just information‐technology‐based CRM, to help nursing home staff provide customized offerings to residents and subsequently increase resident satisfaction with the nursing home. This research also points to PEQ and IQ as mediating mechanisms that can explain the association between CRM and resident satisfaction in the nursing home context.

Originality/value

–

This research investigate the beneficial effects of CRM by relating the comprehensive set of CRM components to service quality and resident satisfaction at the individual level. In addition, the present study points to residents’ perceptions of service quality as one of several mediating mechanisms that explains the association between CRM and resident satisfaction.

Keywords

Citation

Wang, M. (2013), "Implementing CRM in nursing homes: the effects on resident satisfaction", Managing Service Quality: An International Journal, Vol. 23 No. 5, pp. 388-409. https://doi.org/10.1108/MSQ-08-2012-0086

Download as .RIS

Publisher

:

Emerald Group Publishing Limited

Copyright © 2013, Emerald Group Publishing Limited

Please note you might not have access to this content

You may be able to access this content by login via Shibboleth, Open Athens or with your Emerald account.
To rent this content from Deepdyve, please click the button.
Rent from Deepdyve
If you would like to contact us about accessing this content, click the button and fill out the form.
Contact us

We’re listening — tell us what you think

Join us on our journey