文章基本信息

标题：Customer Empowerment in Healthcare Organisations Through CRM 2.0: Survey Results From Brunei Tracking a Future Path in E – Health Research
本地全文：下载
作者：Muhammad Anshari ; Mohammad N. Almunawar ; Patrick K. C. Low 等
期刊名称：ASEAS - Austrian Journal of South-East Asian Studies/Österreichische Zeitschrift für Südostasienwissenschaften
印刷版ISSN：1999-2521
电子版ISSN：1999-253X
出版年度：2012
卷号：5
期号：1
DOI：10.4232/10.ASEAS-5.1-8
出版社：Society for South East Asian Studies/Gesellschaft für Südostasienwissenschaften
摘要：The idea of customers' empowerment in healthcare emerged in response to the rising concern that customers or patients should be able to play a critical role in improv-ing their own health. In traditional healthcare practices, a patient is the recipient of care as well as medical decisions. However, a paradigm shift has taken place – that is, a change from patients who merely receive care to those who actively participate in their healthcare. This change emerged in the 1960s and has spread throughout the entire healthcare industry as a social movement characterised by the right to act based on informed choice, active participation, a self-help perspective, and full engagement in critical processes (Kieffer, 1984).