[논문]포스트 코로나시대 의료기관 CRM시스템 구축모형 : 의원급 의료기관을 중심으로

김강훈; 고민석; 김훈

doi:10.21219/jitam.2021.28.1.001

포스트 코로나시대 의료기관 CRM시스템 구축모형 : 의원급 의료기관을 중심으로
A Study of Establishment of Medical CRM Model in the Post-Corona Era : Focusing on the Primary-Level Hospital 원문보기

Journal of information technology applications & management = 한국데이타베이스학회지, v.28 no.1, 2021년, pp.1 - 12

김강훈 (Department of Public Health Administration at VISION College) , 고민석 (Department of Public Health Administration at VISION College) , 김훈 (Konyang University Hospital Corp.)

Abstract ▼ AI-Helper

The purpose of this study is to analyze the medical ecosystem in the post-corona era. In addition, this study introduces a new medical CRM model that allows primary-level hospitals to overcome the economic difficulties and to occupy a competitive advantage in the post-corona era. The medical environment in the post-corona era is expected to be changed by non-face-to-face treatment, reinforcement of public medical care, the transformation of a medical system centered on the primary-level hospitals, and the use of AI and big data technologies. The medical CRM model presented in this study emphasizes the establishment of mutual customer relationships through close information exchange between patients, primary-level hospital, and the government. In the post-corona era, primary-level hospitals should not simply be approached as private hospital pursuing profitability. These should be reestablished as the hospitals that can provide public health care services while ensuring stable profitability.

주제어

표/그림 (6)

그림 Comparison of Profit Generation Process
그림 Healthcare Value Change with CRM Scope
그림 CRM Construction Procedures and Contents
그림 Model of CRM 2.0 in Healthcare
그림 CRM Model for Primary-Level Hospital
표 Number of Medical Institutions and Beds

참고문헌 (29)

Ahn, Y. C., "Implemental Model of Customer Relationship Management System for Oriental Hospital using Customer Segmentation", Journal of the Korea Industrial Information System Research, Vol. 15, No. 5, 2010, pp. 79-87
Almunawar M. M. and Anshari, M., "Improving Customer Service in Healthcare with CRM 2.0", Global Business Review, Vol. 1, No. 2, 2011, pp. 228-234.
Baek, H. S., "Research and Study on Performance Analysis of Hospital CRM System and Its Improvement", Yonsei University, Graduate School of Public Health, Master Thesis, 2007.
Boss, R., "Customer Relationship Management : Key Components for IT Success", Industrial Management and Data System, Vol. 102, No. 2, 2002, pp. 89-97

상세보기
Choi, J.-W. and Kim, G.-H., "Improvement Tasks to Establish Medical Delivery System", Health Insurance Review & Assessment Service, 2016.
Gartner, Inc., "What's Hot in CRM Application in 2009", Gartner, Inc, 2009.
Hong, H.-G., "Research Method for the Performance Measurement of Hotel CRM System", Korea Academy Industrial Cooperation Society, 2008, pp. 68-72.
IRS Global, "The latest trends and future strategies for digital healthcare in the post-corona era", IRS Global, 2020.
Joung, M.-Y. and Yang, H.-S., "Effect of Coustomer Value on Customer Loyalty in Primary Care : Focusing on the Mediating Role of Customer Satisfaction", Journal of the Korea Contents Association, Vol. 8, No. 11, 2008, pp. 225-234.

원문보기 상세보기
Kim, B.-G. and Choi, S., "Concept and Development Prospect of e-CRM System", Korea Information Processing Society Review, Vol. 8, 2001, pp. 7-17.
Kim, C.-T. and Cho, C.-H., "The Effect of Hospital CRM Activity on Customer Relationship Quality and Performance", DAEHAN Association of Business Administration, Korea, 2013, pp. 61-79.
Kim, C.-T., "A Study on the effect of Introduction of Hospital CRM Business Performance", Journal of Business Research, Vol. 27, 2012, pp. 273-300.
Kim, G.-J., "Medical CRM Frame Design for Medical Institution", Journal of The Korea Contents Association, Vol. 8, No. 12, 2008, pp. 20-27.

원문보기 상세보기
Kim, Y.-A., Kim, I.-S., and Kim, N.-H., "A CRM System for Diagnosis and Mangement of the Patients with Diabetes Mellitus", Journal of Korean Society of Medical Informatics, Vol. 10, No. 2, 2004, pp. 175-182.

상세보기
Korea Hospital Coordinator Association, Hospital Coordinator, Gyechuk Cultural History Publisher, 2019.
Korean Health Information Management Association, "Health Care Information Management", Korean Health Information Management Association, 2019.
Kotler, P., Marketing Management, 11th ed., NJ : Prentice-Hall, 2003.
Lee, J.-H. and Min, K.-J., "The Factors that Affect on CRM Performance in a Medical Institution", Journal of Korea Academy Industrial Cooperation Society, Vol. 11, 2010, pp. 758-764.

원문보기 상세보기
Lee, J.-H., "Changes in the health and medical environment in the post-corona era", Dentalk, 2020.
Lee, J.-H., "Primary Care Values and Rationale, Reality and Alternatives", National Evidence-based Healthcare Collaborating Agency, 2014, pp. 6-22.
Lee, S.-Y. and Chang, O.-B., "Development of Customer Relationship Management System in the Healthcare Domain Using Data Mining", J. Korean Soc. Med. Inform, Vol. 10, No. 3, 2004, pp. 303-310.

상세보기
Lim et al., "Post corona, hospital service innovation direction", Korea Health Industry Development Institute, 2020.
Ma et al., "A Comparision Research on the Expected Satisfaction and Actual Satisfaction on VOC of one General Hospital", Journal of Korea Academy Industrial Cooperation Society, Vol. 11, No. 3, 2010, pp. 1146-1152.

원문보기 상세보기
Park, T. H. and Lim, Y. K., "The Effects of CRM Commitment and Organizational Culture on CRM Performance", Asia Marketing Journal, Vol. 10, 2008, pp. 31-69.
Payne, A. and Frow, P., "A Strategic Framework for Customer Relationship Management", Journal of Marketing, Vol. 69, No. 4, 2005, pp. 167-176.

상세보기
Shin, S.-B., Yang, H.-C., and Cho, M.-S., "The Development of Alternative of CRM based on Healthcare", Korean Institute of Industrial Engineers, 2001, pp. 535-538.
Thompson, J. D., "Organizations in Action", McCraw-Hill, New York, 1967.
Yina, W., "Application of Customer Relationship Management in Health Care", Multimedia and Information Technology [MMIT], Vol. 1, 2010, pp. 52-55.
Yoo, S.-J. and Cheon, J.-H., "Implementation Plan of CRM System for Medical Institutions using e-mail and SMS(Short Message Service)", Korea Society of Industrial Information System, 2003, pp. 65-69.

내보내기 구분	파일저장 인쇄 메일전송
구성항목	기본정보 상세정보 관리번호, 논문명, 저널/프로시딩명, 저자 , 발행년, 권, 호, 시작페이지, 끝페이지, 발행기관 관리번호, 논문명, 대등논문명, 저자 , 저널/프로시딩명, 발행기관, 발행년, 발행언어, 권, 호, 시작페이지, 끝페이지, ISBN, ISSN, 주제분야, 키워드, 초록(한글), 초록(영문), 저자(소속기관)
저장형식	Text(ASCII format) Excel format RefWorks Direct Export RIS format (for Reference Manager, ProCite, EndNote), Scholar's Aids, Mendeley
메일정보	받는사람 (필수) @ 보내는사람 (선택) @ 제목 내용 KISTI 검색결과 이메일 서비스
안내	총 건의 자료가 검색되었습니다. 다운받으실 자료의 인덱스를 입력하세요. (1-10,000) 검색결과의 순서대로 최대 10,000건 까지 다운로드가 가능합니다. 데이타가 많을 경우 속도가 느려질 수 있습니다.(최대 2~3분 소요) 다운로드 파일은 UTF-8 형태로 저장됩니다. 파일의 내용이 제대로 보이지 않을실 때는 웹브라우저 상단의 보기 -> 인코딩 -> 자동선택 여부를 확인하십시오. ~ Text(ASCII format) Excel format

연합인증

포스트 코로나시대 의료기관 CRM시스템 구축모형 : 의원급 의료기관을 중심으로
A Study of Establishment of Medical CRM Model in the Post-Corona Era : Focusing on the Primary-Level Hospital 원문보기

Abstract ▼ AI-Helper

주제어

표/그림 (6)

표/그림 (6)

참고문헌 (29)

이 논문을 인용한 문헌

관련 콘텐츠

원문 보기

원문 URL 링크

오픈액세스(OA) 유형

이 논문과 함께 이용한 콘텐츠

AI-Helper ※ AI-Helper는 오픈소스 모델을 사용합니다.

선택된 텍스트

연합인증

포스트 코로나시대 의료기관 CRM시스템 구축모형 : 의원급 의료기관을 중심으로 A Study of Establishment of Medical CRM Model in the Post-Corona Era : Focusing on the Primary-Level Hospital 원문보기

Abstract ▼ AI-Helper

주제어

표/그림 (6) 모든 표/그림 보기

표/그림 (6) 슬라이드로 보기

참고문헌 (29)

이 논문을 인용한 문헌

관련 콘텐츠

원문 보기

원문 URL 링크

오픈액세스(OA) 유형

이 논문과 함께 이용한 콘텐츠

AI-Helper ※ AI-Helper는 오픈소스 모델을 사용합니다.

선택된 텍스트

포스트 코로나시대 의료기관 CRM시스템 구축모형 : 의원급 의료기관을 중심으로
A Study of Establishment of Medical CRM Model in the Post-Corona Era : Focusing on the Primary-Level Hospital 원문보기

표/그림 (6)

표/그림 (6)