Empowering customers in electronic health (e-health) through social customer relationship management
by Mohammad Nabil Almunawar; Muhammad Anshari
International Journal of Electronic Customer Relationship Management (IJECRM), Vol. 8, No. 1/2/3, 2014

Abstract: Empowerment in e-health context relates to the ability of patients to have more access towards their health information, services and medical information through information communication & technology. Empowerment allows customers or patients to participate actively in healthcare business processes and decision-making. This paper discusses and proposes customers' empowerment in e-health through social Customer Relationship Management (CRM). We developed a model that addresses three types of empowerment: personal, medical and social. Based on the model, we developed a prototype of social CRM, namely Clinic 2.0 to measure the level of customer satisfaction before and after the proposed interaction. The testing resulted in a rapid increase in satisfaction, indicating that participants appreciate empowerment in e-health services.

Online publication date: Wed, 29-Apr-2015

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