Consumer behavior and customer relationship management in mental health services

Mental health services are perceived differently in different socio-cultural settings. The connotations accorded to mental health, especially in terms of need awareness and evaluation of alternatives, vary from culture to culture. Understanding these differences is critical to attract and retain pat...

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Autores principales:	Lena Bucatariu, Babu George
Formato:	article
Lenguaje:	RU
Publicado:	Ural State University of Economics 2020
Materias:	consumer behavior customer relationship management mental health services mental health marketing healthcare strategy Business HF5001-6182 Finance HG1-9999
Acceso en línea:	https://doaj.org/article/4ea05ca0237847ecb79611faae152bd7
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spelling	oai:doaj.org-article:4ea05ca0237847ecb79611faae152bd72021-12-02T13:01:49ZConsumer behavior and customer relationship management in mental health services10.29141/2218-5003-2020-11-3-42218-5003https://doaj.org/article/4ea05ca0237847ecb79611faae152bd72020-07-01T00:00:00Zhttp://upravlenets.usue.ru/ru/-2020/652https://doaj.org/toc/2218-5003Mental health services are perceived differently in different socio-cultural settings. The connotations accorded to mental health, especially in terms of need awareness and evaluation of alternatives, vary from culture to culture. Understanding these differences is critical to attract and retain patients suffering from mental conditions. Generic literature on consumer behavior does not provide direct answers to many of the problems in this regard, primarily because such literature does not take into account the deviant mental states of these patients. In this paper, we review findings from mental health specific studies conducted in both Western and Asian countries, evaluate the importance of decision-making factors for both public and private service providers, and offer directions for future research. Interdisciplinary literature on customer relationship management, consumer behavior, mental health, and healthcare marketing, guided by the principles of systematic literature review constituted the methodology of this study. The research methods are analysis, synthesis, classification and grouping. The empirical base included about 250 peer-reviewed articles on the topic under consideration. We find that doctor-led service provision is still the most prevalent form of relationship building in the Eastern societies, especially in the less developed countries of South East Asia. Consumer-initiated mental health treatment schemes are more common in more developed Western economies. We also observe that, among the innovative set of providers, there is a trend of increased use of telehealth. Among other things, this includes more proactive and digitally-savvy identification, acquisition, and retention of patients. The results of the study can be used as the basis for marketing strategies of drug manufacturers and mobile application designers in the field of online medical servicesLena BucatariuBabu GeorgeUral State University of Economicsarticleconsumer behaviorcustomer relationship managementmental health servicesmental health marketinghealthcare strategyBusinessHF5001-6182FinanceHG1-9999RUУправленец, Vol 11, Iss 3, Pp 46-58 (2020)
institution	DOAJ
collection	DOAJ
language	RU
topic	consumer behavior customer relationship management mental health services mental health marketing healthcare strategy Business HF5001-6182 Finance HG1-9999
spellingShingle	consumer behavior customer relationship management mental health services mental health marketing healthcare strategy Business HF5001-6182 Finance HG1-9999 Lena Bucatariu Babu George Consumer behavior and customer relationship management in mental health services
description	Mental health services are perceived differently in different socio-cultural settings. The connotations accorded to mental health, especially in terms of need awareness and evaluation of alternatives, vary from culture to culture. Understanding these differences is critical to attract and retain patients suffering from mental conditions. Generic literature on consumer behavior does not provide direct answers to many of the problems in this regard, primarily because such literature does not take into account the deviant mental states of these patients. In this paper, we review findings from mental health specific studies conducted in both Western and Asian countries, evaluate the importance of decision-making factors for both public and private service providers, and offer directions for future research. Interdisciplinary literature on customer relationship management, consumer behavior, mental health, and healthcare marketing, guided by the principles of systematic literature review constituted the methodology of this study. The research methods are analysis, synthesis, classification and grouping. The empirical base included about 250 peer-reviewed articles on the topic under consideration. We find that doctor-led service provision is still the most prevalent form of relationship building in the Eastern societies, especially in the less developed countries of South East Asia. Consumer-initiated mental health treatment schemes are more common in more developed Western economies. We also observe that, among the innovative set of providers, there is a trend of increased use of telehealth. Among other things, this includes more proactive and digitally-savvy identification, acquisition, and retention of patients. The results of the study can be used as the basis for marketing strategies of drug manufacturers and mobile application designers in the field of online medical services
format	article
author	Lena Bucatariu Babu George
author_facet	Lena Bucatariu Babu George
author_sort	Lena Bucatariu
title	Consumer behavior and customer relationship management in mental health services
title_short	Consumer behavior and customer relationship management in mental health services
title_full	Consumer behavior and customer relationship management in mental health services
title_fullStr	Consumer behavior and customer relationship management in mental health services
title_full_unstemmed	Consumer behavior and customer relationship management in mental health services
title_sort	consumer behavior and customer relationship management in mental health services
publisher	Ural State University of Economics
publishDate	2020
url	https://doaj.org/article/4ea05ca0237847ecb79611faae152bd7
work_keys_str_mv	AT lenabucatariu consumerbehaviorandcustomerrelationshipmanagementinmentalhealthservices AT babugeorge consumerbehaviorandcustomerrelationshipmanagementinmentalhealthservices
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Consumer behavior and customer relationship management in mental health services

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