Management model based on Relational Marketing to increase customer satisfaction through the implementation of the Knowledge Creation Model for medical clinic in Perú

Antonio Li-Campodonico; Martinez Zapata Melanny; Carlos Cespedes-Blanco; Carlos Torres-Sifuentes

doi:10.18687/LEIRD2023.1.1.512

Management model based on Relational Marketing to increase customer satisfaction through the implementation of the Knowledge Creation Model for medical clinic in Perú

Antonio Li-Campodonico
, Martinez Zapata Melanny
, Carlos Cespedes-Blanco
, Carlos Torres-Sifuentes

Faculty of Engineering

Universidad Peruana de Ciencias Aplicadas

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

Abstract

The article focuses on the occupational health sector in Peru, where it faces a shortage of doctors compared to OECD countries. Research shows that, during the health crisis, patient satisfaction fell to 58%, generating a loss of profitability of 25%. The main contribution of the article is to highlight that the implementation of a management model based on relationship marketing, including the knowledge creation model, managed to significantly improve patient satisfaction, reaching 76%. In summary, it is concluded that relationship marketing can increase organizational satisfaction in the occupational health sector in Peru.

Original language	English
Title of host publication	Proceedings of the 3rd LACCEI International Multiconference on Entrepreneurship, Innovation and Regional Development
Subtitle of host publication	"Igniting the Spark of Innovation: Emerging Trends, Disruptive Technologies, and Innovative Models for Business Success", LEIRD 2023
Publisher	Latin American and Caribbean Consortium of Engineering Institutions
ISBN (Electronic)	9786289520774
DOIs	https://doi.org/10.18687/LEIRD2023.1.1.512
State	Published - 2023
Event	3rd LACCEI International Multiconference on Entrepreneurship, Innovation and Regional Development, LEIRD 2023 - Virtual, Online Duration: 4 Dec 2023 → 6 Dec 2023

Publication series

Name	Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology
ISSN (Electronic)	2414-6390

Conference

Conference	3rd LACCEI International Multiconference on Entrepreneurship, Innovation and Regional Development, LEIRD 2023
City	Virtual, Online
Period	4/12/23 → 6/12/23

Keywords

B2B
Customer Satisfaction
Healthcare Sector
Relationship Marketing

Access to Document

10.18687/LEIRD2023.1.1.512

Cite this

Li-Campodonico, A., Melanny, M. Z., Cespedes-Blanco, C., & Torres-Sifuentes, C. (2023). Management model based on Relational Marketing to increase customer satisfaction through the implementation of the Knowledge Creation Model for medical clinic in Perú. In Proceedings of the 3rd LACCEI International Multiconference on Entrepreneurship, Innovation and Regional Development: "Igniting the Spark of Innovation: Emerging Trends, Disruptive Technologies, and Innovative Models for Business Success", LEIRD 2023 Article 512 (Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology). Latin American and Caribbean Consortium of Engineering Institutions. https://doi.org/10.18687/LEIRD2023.1.1.512

Li-Campodonico, Antonio ; Melanny, Martinez Zapata ; Cespedes-Blanco, Carlos et al. / Management model based on Relational Marketing to increase customer satisfaction through the implementation of the Knowledge Creation Model for medical clinic in Perú. Proceedings of the 3rd LACCEI International Multiconference on Entrepreneurship, Innovation and Regional Development: "Igniting the Spark of Innovation: Emerging Trends, Disruptive Technologies, and Innovative Models for Business Success", LEIRD 2023. Latin American and Caribbean Consortium of Engineering Institutions, 2023. (Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology).

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title = "Management model based on Relational Marketing to increase customer satisfaction through the implementation of the Knowledge Creation Model for medical clinic in Per{\'u}",

abstract = "The article focuses on the occupational health sector in Peru, where it faces a shortage of doctors compared to OECD countries. Research shows that, during the health crisis, patient satisfaction fell to 58\%, generating a loss of profitability of 25\%. The main contribution of the article is to highlight that the implementation of a management model based on relationship marketing, including the knowledge creation model, managed to significantly improve patient satisfaction, reaching 76\%. In summary, it is concluded that relationship marketing can increase organizational satisfaction in the occupational health sector in Peru.",

keywords = "B2B, Customer Satisfaction, Healthcare Sector, Relationship Marketing",

author = "Antonio Li-Campodonico and Melanny, \{Martinez Zapata\} and Carlos Cespedes-Blanco and Carlos Torres-Sifuentes",

note = "Publisher Copyright: {\textcopyright} 2023 Latin American and Caribbean Consortium of Engineering Institutions. All rights reserved.; 3rd LACCEI International Multiconference on Entrepreneurship, Innovation and Regional Development, LEIRD 2023 ; Conference date: 04-12-2023 Through 06-12-2023",

year = "2023",

doi = "10.18687/LEIRD2023.1.1.512",

language = "Ingl{\'e}s",

series = "Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology",

publisher = "Latin American and Caribbean Consortium of Engineering Institutions",

booktitle = "Proceedings of the 3rd LACCEI International Multiconference on Entrepreneurship, Innovation and Regional Development",

}

Li-Campodonico, A, Melanny, MZ, Cespedes-Blanco, C & Torres-Sifuentes, C 2023, Management model based on Relational Marketing to increase customer satisfaction through the implementation of the Knowledge Creation Model for medical clinic in Perú. in Proceedings of the 3rd LACCEI International Multiconference on Entrepreneurship, Innovation and Regional Development: "Igniting the Spark of Innovation: Emerging Trends, Disruptive Technologies, and Innovative Models for Business Success", LEIRD 2023., 512, Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology, Latin American and Caribbean Consortium of Engineering Institutions, 3rd LACCEI International Multiconference on Entrepreneurship, Innovation and Regional Development, LEIRD 2023, Virtual, Online, 4/12/23. https://doi.org/10.18687/LEIRD2023.1.1.512

Management model based on Relational Marketing to increase customer satisfaction through the implementation of the Knowledge Creation Model for medical clinic in Perú. / Li-Campodonico, Antonio; Melanny, Martinez Zapata; Cespedes-Blanco, Carlos et al.
Proceedings of the 3rd LACCEI International Multiconference on Entrepreneurship, Innovation and Regional Development: "Igniting the Spark of Innovation: Emerging Trends, Disruptive Technologies, and Innovative Models for Business Success", LEIRD 2023. Latin American and Caribbean Consortium of Engineering Institutions, 2023. 512 (Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

TY - GEN

T1 - Management model based on Relational Marketing to increase customer satisfaction through the implementation of the Knowledge Creation Model for medical clinic in Perú

AU - Li-Campodonico, Antonio

AU - Melanny, Martinez Zapata

AU - Cespedes-Blanco, Carlos

AU - Torres-Sifuentes, Carlos

PY - 2023

Y1 - 2023

N2 - The article focuses on the occupational health sector in Peru, where it faces a shortage of doctors compared to OECD countries. Research shows that, during the health crisis, patient satisfaction fell to 58%, generating a loss of profitability of 25%. The main contribution of the article is to highlight that the implementation of a management model based on relationship marketing, including the knowledge creation model, managed to significantly improve patient satisfaction, reaching 76%. In summary, it is concluded that relationship marketing can increase organizational satisfaction in the occupational health sector in Peru.

AB - The article focuses on the occupational health sector in Peru, where it faces a shortage of doctors compared to OECD countries. Research shows that, during the health crisis, patient satisfaction fell to 58%, generating a loss of profitability of 25%. The main contribution of the article is to highlight that the implementation of a management model based on relationship marketing, including the knowledge creation model, managed to significantly improve patient satisfaction, reaching 76%. In summary, it is concluded that relationship marketing can increase organizational satisfaction in the occupational health sector in Peru.

KW - B2B

KW - Customer Satisfaction

KW - Healthcare Sector

KW - Relationship Marketing

UR - https://www.scopus.com/pages/publications/85187287186

U2 - 10.18687/LEIRD2023.1.1.512

DO - 10.18687/LEIRD2023.1.1.512

M3 - Contribución a la conferencia

AN - SCOPUS:85187287186

T3 - Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology

BT - Proceedings of the 3rd LACCEI International Multiconference on Entrepreneurship, Innovation and Regional Development

PB - Latin American and Caribbean Consortium of Engineering Institutions

T2 - 3rd LACCEI International Multiconference on Entrepreneurship, Innovation and Regional Development, LEIRD 2023

Y2 - 4 December 2023 through 6 December 2023

ER -

Li-Campodonico A, Melanny MZ, Cespedes-Blanco C , Torres-Sifuentes C. Management model based on Relational Marketing to increase customer satisfaction through the implementation of the Knowledge Creation Model for medical clinic in Perú. In Proceedings of the 3rd LACCEI International Multiconference on Entrepreneurship, Innovation and Regional Development: "Igniting the Spark of Innovation: Emerging Trends, Disruptive Technologies, and Innovative Models for Business Success", LEIRD 2023. Latin American and Caribbean Consortium of Engineering Institutions. 2023. 512. (Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology). doi: 10.18687/LEIRD2023.1.1.512

Management model based on Relational Marketing to increase customer satisfaction through the implementation of the Knowledge Creation Model for medical clinic in Perú

Abstract

Publication series

Conference

Keywords

Access to Document

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