احمدی، م.، و رضایی، س(1404). ارائه مدل مدیریت تجربه بیمار با رویکرد مدیریت دانش مشتری در بیمارستانهای ملکی سازمان تأمین اجتماعی. فصلنامه مدیریت بهداشت و درمان، ۲۸(۱). ۳۳-۵۰.
حسینی، سید عمادالدین.(1404).مطالعه ارتباط بین مدیریت دانش و خلاقیت در بیمارستانهای تهران،پنجمین همایش بین المللی زیست شناسی و علوم آزمایشگاهی. همدان. https://civilica.com/doc/2393308
حسینی، س. م.، و احمدی، پ. (۱۴۰۳). بررسی تأثیر مدیریت دانش مشتری بر بهبود تجربه بیمار در بیمارستانهای دولتی و تأمین اجتماعی. مجله پایش، ۲۳(۱)، ۱۱۲-۱۲۸.
حسینیان، شهامت و فراهانی، ابراهیم (1395)، بررسی عوامل مؤثر بر پیاده سازی موفق مدیریت دانش در دیوان محاسبات کشور با استفاده از مدل سه شاخگی، مجله دانش حسابرسی، سال شانزدهم، شماره 62، صص 45-62.
خوبیاری، ابوطالب و جامعی، ساناز (1394)، بررسی تاثیر پیاده سازی استراتژی های مدیریت دانش بر استراتژیهای سازمانی مطالعه موردی:شرکت های دانش بنیان واقع در پارک علم و فن آوری،اولین کنفرانس بین المللی حسابداری و مدیریت در هزاره سوم. رشت. https://civilica.com/doc/455947
صالحی، هوشیار؛ ایرانزاده، سلیمان؛ قره بیگلو، حسین؛ بوداقی خواجه نوبر، حسین (1398)، طراحی مدل مدیریت تجربه مشتریان در نظام بانکی با استفاده از روش تحلیل مضمون و تبیین مدل با رویکرد داده کاوی،مطالعات رفتار مصرفکننده، دوره 6، شماره 2، صص 248-269.
فرح گل، پوریا؛ آسیا، محمد حسین؛ شایان، جهرمی؛ شاپور، امین (1395)، پیاده سازی مدیریت دانش در مجتمع فولاد مبارکه اصفهان. ماهنامه علمی - آموزشی تخصصی مدیریت تدبیر، ۲۶ (۲۸۳) :۲۳-۲۷.
کریمی، س.، و حسینی، ع. (1404). سیستمهای مدیریت دانش سازمانی و نقاط تماس سفر بیمار در بیمارستانهای تأمین اجتماعی.
کریمی، ع.، و حسینی، ف. (۱۴۰۴). تأثیر سیستمهای مدیریت دانش سازمانی بر بهبود نقاط تماس در سفر بیمار: مطالعهای در مراکز درمانی تأمین اجتماعی. مجله پایش، ۲۵(۲)، ۱۵۵-۱۷۲.
گران، مهدی و مروتی شریف آبادی، علی و زنجیرچی، محمود (1394)، ارائه مدلی از عوامل موثر بر پیاده سازی سیستم مدیریت دانش با استفاده از مدل سازی ساختاری تفسیری ISM (مورد مطالعه: پارک علم و فناوری یزد)،هشتمین کنفرانس ملی و دومین کنفرانس بین المللی مدیریت دانش،تهران،https://civilica.com/doc/532945
Guan, T., Chen, X., Li, J., & Zhang, Y. (2024). Factors influencing patient experience in hospital wards: A systematic review. BMC Nursing, 23, 527.
Kim, E. J., Koo, Y. R., & Nam, I. C. (2024). Patients and healthcare providers’ perspectives on patient experience factors and a model of patient-centered care communication: A systematic review. Healthcare, 12(11), 1090.
OECD. (2025). Healthcare Quality and Outcomes. Paris: Organisation for Economic Co-operation and Development.
Amoei, M., & Poenaru, D. (2024). Patient-centered data science: An integrative framework for evaluating and predicting clinical outcomes in the digital health era.
Lauwers, E. D. L., Vandecasteele, R., McMahon, M., De Maesschalck, S., & Willems, S. (2024). The patient perspective on diversity-sensitive care: A systematic review. International Journal for Equity in Health, 23(117).
Beattie, M., Murphy, D. J., Atherton, I., & Lauder, W. (2015). Instruments to measure patient experience of healthcare quality in hospitals: A systematic review. Systematic Reviews, 4(97), 1–21.
Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69–96. https://doi.org/10.1509/jm.15.0420
Bonsel, J. M., Itiola, A. J., Huberts, A. S., Bonsel, G. J., & Penton, H. (2024). The use of patient-reported outcome measures to improve patient-related outcomes: A systematic review. Health and Quality of Life Outcomes, 22(101).
Jesus, T. S., Stern, B. Z., Lee, D., Zhang, M., Struhar, J., Heinemann, A. W., Jordan, N., & Deutsch, A. (2024). Systematic review of contemporary interventions for improving discharge support and transitions of care from the patient experience perspective. PLOS ONE, 19(5), e0299176.
Schlesinger, M., Grob, R., Shaller, D., Martino, S. C., Parker, A. M., Finucane, M. L., Cerully, J. L., & Rybowski, L. (2015). Taking patients’ narratives about clinicians from anecdote to science. New England Journal of Medicine, 373(7), 675–679.
Patel, R., & Gams, A. (2026). Knowledge management capabilities as catalysts for customer experience management in public hospitals: Co-creation perspective.
Smith, J., Lee, K., & Wang, Y. (2025). Enhancing patient experience through AI-driven knowledge management systems in healthcare settings. Journal of Health Organization and Management, 39(2), 245-263.
Johnson, M., & Chen, L. (2025). Predictive analytics in patient experience management: A knowledge-based preventive healthcare framework.
Sharma, P., & Conduit, J. (2024). Customer knowledge management and value co-creation in healthcare patient journeys.
Karimi, A., and Hosseini, F. (2015). The effect of organizational knowledge management systems on improving touchpoints in the patient journey: A study in social security medical centers. Payesh Journal, 25(2), 155-172. (In Persian)
Hosseini, Seyyed Emad al-Din. (1404). Study of the relationship between knowledge management and creativity in Tehran hospitals, Fifth International Conference on Biology and Laboratory Sciences, Hamadan, https://civilica.com/doc/2393308 (In Persian)
Wolf, J. A., Niederhauser, V., Marshburn, D., & LaVela, S. L. (2023). Respectful care and patient experience outcomes in healthcare organizations. Patient Experience Journal.
WHO. (2025). Data-driven decision-making in healthcare systems: Global framework for digital health. World Health Organization.
Al-Shahrani, MM. (2019). Trends in knowledge management processes and practices. Journal for Research on Business and Social Science (ISSN (Online) 2209-7880), 2(12).
Rahmani, A., et al. (2023). Customer knowledge co-creation in service systems: Evidence from healthcare and digital ecosystems. Technological Forecasting and Social Change.
World Bank. (2024). Health financing and patient financial protection report. Washington, DC.
Hujala, Tuomas and Laihonen, Harri (2021), Effects of knowledge management on the management of health and social care: a systematic literature review, journal of knowledge management, Vol. 25, No. 11, pp. 213-221.
Gaddafi, Ibrahim Mohammed and Abdurrahaman, Daha Tijjani (2021), effect of customer experience management on customer loyality: a case study of Urim Minishop, Abuja, Al-Hikmah International Journal of Finance (AHIJoF), Vol. 1, No.1, pp. 52-65.
Mansoor, M., Awan, T. M., & Syed, F. (2020). Positive emotions as underlying mechanism between customer gratitude and behavioural intentions. Journal of Administrative and Business Studies, 6(1), 9-20. doi:https://doi.org/ 10.20474/jabs-6.1.2
Ahmadi, M., and Rezaei, S. (2015). Presenting a patient experience management model with a customer knowledge management approach in private hospitals of the Social Security Organization. Quarterly Journal of Health and Medical Management, 28(1), 33-50. (In Persian)
Karimi, S.,and Hosseini, A. (2015). Organizational knowledge management systems and patient journey touchpoints in social security hospitals. (In Persian)
Hosseini, S. M., and Ahmadi, P. (1403). Investigating the impact of customer knowledge management on improving patient experience in government and social security hospitals. Payesh Journal, 23(1), 112-128.. (In Persian)
Salehi, Hoshyar; Iranzadeh, Soleiman; Gharebigloo, Hossein; Boudaghi Khajeh Nobar, Hossein (2019), Designing a Customer Experience Management Model in the Banking System Using the Method of Content Analysis and Model Explanation with a Data Mining Approach, Consumer Behavior Studies, Volume 6, Issue 2, pp. 248-269(In Persian)
Jahanbakhsh Asli Nakisa, Sadadi Fatima, Beheshtini Mohammad Ali. Study of the combination of the quality house method and Servqual analysis in the quality of medical clinic services. Quarterly Journal of Health Promotion Management. 2019; 8 (5):49-55.. (In Persian)
Shakeri Masoumeh, Mahfouz Pour Soad, Ali Mohammadzadeh Khalil, Azad Naser, Najafi Amir. Explaining customer orientation in health services for pregnant mothers from the perspective of stakeholders: a qualitative study. Journal of Health Promotion Management. 2018; 7 (4): 24-32 (In Persian)
Beheshtini M.A., Turkzad A.H. Evaluation and ranking of service quality in four public hospitals in Isfahan using "multi-criteria decision-making" methods. Journal of Health Promotion Management. 2017; 6 (4): 34-41. (In Persian)
Hosseinian, Shahamat and Farahani, Ebrahim (2016), Investigating the factors affecting the successful implementation of knowledge management in the Court of Accounts using the three-pronged model, Audit Knowledge Journal, Year 16, Issue 62, pp. 45-62. (In Persian)
Farah Gol, Pouria; Asia, Mohammad Hossein; Shayan, Jahromi; Shapour, Amin (2016), Implementation of knowledge management in Mobarakeh Steel Complex, Isfahan. Monthly Scientific-Educational Journal of Management, 26 (283): 23-27. (In Persian)
Garan, Mehdi and Marvati Sharifabadi, Ali and Zanjirchi, Mahmoud (2015), Presenting a model of factors affecting the implementation of a knowledge management system using ISM interpretive structural modeling (case study: Yazd Science and Technology Park), Eighth National Conference and Second International Conference on Knowledge Management, Tehran, https://civilica.com/doc/532945(In Persian)
Khoubiari, Abu Taleb and Jamei, Sanaz (2015), Investigating the impact of implementing knowledge management strategies on organizational strategies, case study: knowledge-based companies located in the Science and Technology Park, First International Conference on Accounting and Management in the Third Millennium, Rasht, https://civilica.com/doc/455947(In Persian)