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
N1 - Publisher Copyright:
© 2023 Latin American and Caribbean Consortium of Engineering Institutions. All rights reserved.
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 -