The adoption of radical and incremental innovations: an empirical analysis
Management Science
Multivariate data analysis with readings (2nd ed.)
Multivariate data analysis with readings (2nd ed.)
Successful development of small business information systems
Journal of Systems Management
Unifying the fragmented models of information systems implementation
Critical issues in information systems research
Microcomputer adoption—the impact of organizational size and structure
Information and Management
Distinguishing characteristics of organizations using computers
Information and Management
Consultant engagement for computer system selection: a pro-active client role in small businesses
Information and Management
Information technology diffusion: a review of empirical research
ICIS '92 Proceedings of the thirteenth international conference on Information systems
Discovering data mining: from concept to implementation
Discovering data mining: from concept to implementation
The Essential Guide to Knowledge Management: : E-Business and Crm Applications
The Essential Guide to Knowledge Management: : E-Business and Crm Applications
Enabling and Measuring Electronic Customer Relationship Management Readiness
HICSS '01 Proceedings of the 34th Annual Hawaii International Conference on System Sciences ( HICSS-34)-Volume 7 - Volume 7
Knowledge Management Systems: Emerging Views and Practices from the Field
HICSS '99 Proceedings of the Thirty-second Annual Hawaii International Conference on System Sciences-Volume 7 - Volume 7
European Journal of Information Systems - Managing e-business transformation
Data Mining Techniques: For Marketing, Sales, and Customer Relationship Management
Data Mining Techniques: For Marketing, Sales, and Customer Relationship Management
An integrated model of information systems adoption in small businesses
Journal of Management Information Systems
Organizational size and IT innovation adoption: A meta-analysis
Information and Management
Critical factors for adopting PACS in Taiwan: views of radiology department directors
Decision Support Systems
Accelerating customer relationships: using crm and relationship technologies™
Accelerating customer relationships: using crm and relationship technologies™
The state of CRM adoption by the financial services in the UK: an empirical investigation
Information and Management
International Journal of Information Management: The Journal for Information Professionals
An integrative framework for customer relationship management: towards a systems view
International Journal of Business Information Systems
Service innovation readiness: Dimensions and performance outcome
Decision Support Systems
High-Level Managers' Considerations for RFID Adoption in Hospitals: An Empirical Study in Taiwan
Journal of Medical Systems
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The recent rapid increase in the amount of medical information has pushed hospitals to confront an essential issue which is how to utilize healthcare information technology to improve healthcare services quality. Customer relationship management system (CRMS) is an innovative technology which facilitates the process to acquire, develop, and maintain customer relationships more efficiently and effectively. From the business perspective, patients represent the major customers of the hospital who receive and feel the healthcare services directly and realistically. Although the critical factors for the adoption of information systems have been identified in previous studies, few have specifically explored CRMS adoption in hospitals despite the fact that it has dramatic impacts on the quality of healthcare services and customer satisfaction. To fill this gap, this study proposes an integrated model that incorporates both organizational and system related factors as primary determiners of CRMS adoption in hospitals. A series of surveys were conducted with three levels of health institutions in Taiwan: medical centers, regional hospitals, and community hospitals. The results indicated that hospital size, IS capabilities of staff, innovation of senior executives, knowledge management capabilities, and relative advantage have significant influence on the CRMS adoption. The research results also reveal constructive suggestions to researchers, hospitals, CRMS vendors, and the government to increase the likelihood of adopting CRMS.