The impact of key Customer Relationship Management (CRM) elements on hospital network resilience: The mediating role of risk management and crisis management

This study investigates the impact of key Customer Relationship Management (CRM) elements on the resilience of hospital networks. The research identified dimensions of organizational resilience through qualitative analysis of Delphi method interviews using MAXQDA24 software. Subsequently, Structural Equation Modeling (SEM) with Partial Least Squares (PLS) in SmartPLS3 was employed to test the proposed model. The findings reveal that CRM has a positive and significant impact on organizational capabilities, which in turn positively influences risk management. Risk management significantly enhances hospital resilience. Key elements such as customer knowledge management, CRM-based technology, innovation, adaptability, and flexibility were identified as crucial. The results demonstrate that improving CRM and organizational capabilities can indirectly boost hospital network resilience by strengthening risk and crisis management practices. The study proposes a comprehensive model to enhance resilience, offering valuable insights for managers and policymakers to improve hospital performance during crises.