Journal Review: A Framework for e-CRM Implementation in Health Service Industry of a Developing Country

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Saat ini, persaingan usaha dan lingkungan teknologi sedang terjadi dalam industri pelayanan kesehatan. Di sisi lain, konsep Electronic Customer Relationship Management dalam konteks pelayanan kesehatan di negara berkembang merupakan sebuah tantangan. Pemanfaatan dan penerapan e-CRM tidak baik sehingga menimbulkan masalah atau tantangan di bidang ini yang belum diidentifikasi dan dianalisis secara kritis. Namun, e-CRM seperti konsep organisasi lainnya tidak dapat dikelola dengan baik kecuali direncanakan sehingga kerangka kerja yang komprehensif merupakan kebutuhan penting untuk skema pelaksanaan dan tindak lanjut pencapaiannya.  

Jurnal ini menyajikan kerangka kerja untuk implementasi e-CRM dengan mengidentifikasi faktor-faktor kunci dan prinsip-prinsip dalam Industri Pelayanan Kesehatan di negara berkembang di Timur Tengah, yaitu Iran yang memungkinkan penyedia layanan kesehatan untuk menetapkan sumber daya mereka sehingga dapat memaksimalkan pemanfaatannya dan mencapai kepuasan pelanggan.

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