ASIA unversity:Item 310904400/8750
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    Title: Applying cluster analysis to build a patient-centric healthcare service strategy for elderly patients
    Authors: Cheng, Bor-Wen;Luo, Chih-Ming;Chiu, Wen-Hong;Chen, Kuan-Hua
    Contributors: Department of Business Administration
    Keywords: Cluster analysis;Customer satisfaction;Management;Management science;Public relations;Sales;CRM;Customer relationship management;Data sets;Elderly patients;Empirical studies;Healthcare service;Service strategies;Strategic decision makings
    Date: 2009
    Issue Date: 2010-04-08 18:54:02 (UTC+8)
    Publisher: Asia University
    Abstract: Cluster analysis can be viewed as a cornerstone for customer-centred services since it contributes to classification and segmentation of customers. The proposed six-step approach is based on a Customer Relationship Management (CRM) perspective and hence enables both, patient segmentation by cluster analysis, and development of customised services. The six steps are selection, preprocessing, transformation, data mining, evaluation and integration. Therefore, the proposed approach is a procedure to support knowledge management for strategic decision making. In the empirical study, we show how to deploy the proposed approach to build a customised service strategy for elderly patients. This procedure can also be applied to other data sets. Copyright © 2009 Inderscience Enterprises Ltd.
    Relation: International Journal of Technology Management 47(1-3):145-160
    Appears in Collections:[Department of Business Administration] Journal Article

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