Customer relationship management system (CRMS) is an innovation technology which has dramatic impacts on healthcare quality and customer satisfaction. Although the critical factors for the adoption of information systems have been identified in prior studies, few of them specifically explore the extent of CRMS adoption in hospitals. To fill this gap, this study proposes an integrated model that incorporates both organizational and system related factors as primary determiners the extent of CRMS adoption in hospitals. A series of survey were conducted with three levels of health institutions including medical centers, regional hospitals, and community hospitals in Taiwan. The results indicated that hospital size and complexity have significant influence on the scope of CRMS adoption, and also indicated that hospital size, complexity and compatibility have significant influence on the depth of CRMS adoption in hospitals. These findings provided fruitful implications for both associated academics and practitioners.
Hung, Shin-Yuan; Hung, Wei-Hsi; Tsai, Chia-An; and Jiang, Shu-Chen, "Critical Factors Influencing the Extent of Customer Relationship Management Systems Adoption in Hospitals" (2009). ICEB 2009 Proceedings. 39.