LEADER 00000cam  2200529Ia 4500 
001    57651990 
003    OCoLC 
005    20190104030952.5 
006    m     o  d         
007    cr cnu|||unuuu 
008    050212s2005    pau     ob    000 0 eng d 
020    1417576669 
020    9781417576661 
035    (OCoLC)57651990|z(OCoLC)70743360|z(OCoLC)149404024
035    All EBSCO eBooks 
035    skip4alma 
040    N$T|beng|epn|cN$T|dOCLCQ|dYDXCP|dOCLCQ|dOCLCG|dOCLCQ
043    e-gx--- 
049    txum 
050  4 R727.3|b.C76 2005eb 
072  7 MED|x074000|2bisacsh 
082 04 610.6960285|222eb 
245 00 CRM systems in German Hospitals :|billustrations of issues
       & trends /|cMahesh S. Raisinghani [and others]. 
260    Hershey, PA :|bIdea Group Pub.,|c©2005. 
300    1 online resource 
336    text|btxt|2rdacontent 
337    computer|bc|2rdamedia 
338    online resource|bcr|2rdacarrier 
500    Caption title. 
500    "IT5760." 
500    "This article appears in the journal, Journal of Cases on 
       Information Technology, Vol. 7, No. 4." 
500    Title from e-book title screen (viewed Feb. 12, 2005). 
504    Includes bibliographical references. 
506    Available only to authorized UTEP users. 
520 8  German public hospitals face governmental and regulatory 
       pressures to implement efficiency and effectiveness 
       metrics, such as the classification of a Diagnosis Related
       Groups (DRG) system, by the year 2005. The current average
       patient stay of nine days in German hospitals is 
       relatively high compared to France with 5.5 days and USA 
       with 6.2 days. CRM will help increase customer 
       satisfaction, loyalty and retention. Multiple case studies,
       including one German hospital compared to two Dutch 
       hospitals, as well as interviews with the management of 
       two additional German hospitals, reveal that no hospital 
       currently has an integrated CRM system. Rather, separate 
       organizational functions collect and store quantitative 
       and qualitative patient data. Furthermore, the challenges 
       of data sharing and data security are significant barriers
       for technological changes in hospitals. This study focuses
       on CRM in a modern German hospital as it realigns its 
       processes and strategies in order to focus on efficiency 
       and customer satisfaction in a very competitive market. 
650  0 Patient satisfaction|xInformation technology|zGermany. 
650  0 Customer relations|xInformation technology|zGermany. 
650  0 Hospitals|zGermany|xAdministration|xData processing. 
650  0 Management information systems|zGermany. 
651  7 Germany.|2fast|0(OCoLC)fst01210272 
700 1  Raisinghani, Mahesh S.,|d1967- 
856 40 |uhttp://0-search.ebscohost.com.lib.utep.edu/
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