Customer Capital: Increasing Healthcare Firm Value by Using Technology for Patient Well-being

By Lidia Garcia Zambrano, John Zanetich and Arturo Rodriguez-Castellanos.

Published by Journal of Technologies in Knowledge Sharing

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Article: Print $US10.00
Article: Electronic $US5.00

The concepts and processes involved in knowledge management (KM) provide a framework for integrating technology, information management and customer satisfaction. Building Intellectual capital (IC) is of particular interest in the KM process since a positive relationship between investment in training and the value of the firm has been demonstrated. Intellectual capital is especially important in the for-profit healthcare industry in the United States where firm value is linked to competitive advantage. Traditionally studies of human capital have focused on managers and employees in terms of in-service training, seminars, certifications, and academic degrees. Gaining more attention are “loyal” customers - in terms surveys, market demographics and, for healthcare, in the self-management of chronic diseases (e.g., obesity and diabetes). Patients and nursing home residents become customers, where feelings of well-being are recognized in terms of customer satisfaction and customer capital. The use of technology for symptom self-management and self-expression promotes quality of care, integrates management systems and personalizes patient information by digitizing individual creative portfolios. The resident’s digital creative portfolio (well-being) can be integrated with medical records, management systems, and therapeutic outcomes to increase the firm’s value.

Keywords: Intellectual Capital, For Profit healhcare industry, Well-being

Journal of Technologies in Knowledge Sharing, Volume 10, Issue 1, May 2014, pp.1-15. Article: Print (Spiral Bound). Article: Electronic (PDF File; 206.917KB).

Lidia Garcia Zambrano

Researcher and Teacher, Department of Financial Economics, University of the Basque Country, Bilbao, Spain

As a researcher in financial economics at The University of the Basque Country UPV-EHU, her research activities are oriented towards the fields of the knowledge management, assessment, and proactive management of intangibles. She is the author of various articles in international scientific magazines. She is working on a project about intangibles, proactive management and its impact on business results, and other about project based learning, learning communities, and value creation.

Dr. John Zanetich

Professor, Health Management, Berkeley College, New York, New York, USA

His interests include knowledge management, experiential learning, project-based learning and intellectual capital. He is the author of various articles in international journals.

Arturo Rodriguez-Castellanos

Professor and Dean, Department of Economics and Business, University of the Basque Country, Bilbao, Spain

Arturo Rodríguez-Castellanos is a professor in financial economics and the dean of the faculty of economics and business at the University of the Basque Country. He is also the coordinator of a research group on firms’ intangibles valuation (Valinte). His research activities are oriented towards the fields of financial management, knowledge management and its relation with finance, and the financial valuation of intangibles.