題名: Applying cluster analysis to build a patient-centric healthcare service strategy for elderly patients
作者: Cheng, Bor-Wen;Luo, Chih-Ming;Chiu, Wen-Hong;Chen, Kuan-Hua 貢獻者: Department of Business Administration
關鍵詞: 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
日期: 2009
上傳時間: 2010-04-08T10:54:02Z 出版者: Asia University
摘要: 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.
