Peer-reviewed veterinary case report
Customer service in equine veterinary medicine.
- Journal:
- The Veterinary clinics of North America. Equine practice
- Year:
- 2009
- Authors:
- Blach, Edward L
- Affiliation:
- Dr. Ed · United States
- Species:
- horse
Plain-English summary
This article looks at how customer service works in equine (horse) veterinary care. It explains the difference between customers and clients in this field and discusses how the relationship between veterinarians, their clients, and the animals affects the care provided. The author reviews a study from 2007 that identified 24 important aspects of customer service that influence clients when choosing a veterinarian or clinic for their horses. The article wraps up by offering suggestions on how to assess and improve customer service to build loyalty among clients.
Abstract
This article explores customer service in equine veterinary medicine. It begins with a discussion about the differences between customers and clients in veterinary medicine. An overview of the nature of the veterinary-client-patient relationship and its effects on the veterinarian's services sheds light on how to evaluate your customer service. The author reviews a study performed in 2007 that evaluated 24 attributes of customer service and their importance to clients of equine veterinarians in their decision to select a specific veterinarian or hospital. The article concludes with an overview of how to evaluate your customer service in an effort to optimize your service to achieve customer loyalty.
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Search related cases →Original publication: https://pubmed.ncbi.nlm.nih.gov/19945637/