Abstract

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.