Value co-creation in high-involvement services: the animal healthcare sector

Pyatt, Alison Z.; Wright, Gillian H.; Walley, Keith; Bleach, E.C.L.

doi:10.1108/ijrdm-11-2016-0209

Cited by 17 publications

(25 citation statements)

References 43 publications

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“…In this case, the clinic may have a valuable role to play in improving veterinarian mental health by instituting practices which may increase client satisfaction. For example, the full integration of paraprofessionals as members of the healthcare team has been suggested to improve service quality (65). Nurse practitioners can play an important role in a primary care setting, providing care that is equivalent to that of physicians, in many instances (66); veterinary technicians could equally take on a larger role in client communication, education, and consultation.…”

Section: Discussionmentioning

confidence: 99%

The Complex Relationship Between Veterinarian Mental Health and Client Satisfaction

et al. 2020

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A relatively high risk of poor mental health has been described among Canadian veterinarians, but no published studies have explored the impact that veterinarian mental health may have on veterinary clients and patients. In order to investigate the association between veterinarian mental health and veterinary client satisfaction, veterinarians were randomly sampled and recruited throughout southwestern Ontario, Canada, from November, 2017, through January, 2019. Sixty participating veterinarians completed an enrollment survey that included psychometric scales measuring resilience, perceived stress, anxiety, depression, emotional distress, emotional exhaustion, depersonalization, personal accomplishment, burnout, secondary traumatic stress, and compassion satisfaction. Nine hundred and ninety-five companion animal clients of these veterinarians were recruited in-clinic over 2-3 days and completed a post-appointment survey including the Client Satisfaction Questionnaire. The associations between clients' satisfaction scores (as the outcome variable) and each of the veterinarians' mental health measures (as the explanatory variables) were assessed using separate, multilevel, multivariable linear regression models. The associations between client satisfaction and veterinarian mental health measures were non-linear and complex; in several of the models, relatively higher client satisfaction was unexpectedly associated with poor veterinarian mental health states, while lower client satisfaction was associated with mental health scores suggesting wellness. Given that client satisfaction may impact client adherence to medical recommendations, client loyalty, and business income, the association with veterinarian mental health may have broad implications and warrants further investigation.

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Section: Discussionmentioning

confidence: 99%

The Complex Relationship Between Veterinarian Mental Health and Client Satisfaction

et al. 2020

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“…Further, customer participation in the service production process is very high [13] compared to the products [14]. Among many classifications of the services, health care belongs to high involvement services [15] in which customer engagement is exceedingly high [16]. Further, it can be recognised as having a complex service system [17] which is a classic example for people intensive services.…”

Section: Health Care In Service Sectormentioning

confidence: 99%

Customer Engagement in Private Sector Healthcare: How Does it Affect Customer Loyalty

Jayalath

Galdolage

2021

JEMT

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Service sector grows rapidly and gives a foremost contribution to the world economy. In Sri Lanka, the service sector contributes more than 55% to the Gross Domestic Production. Among such services, health care is pioneering and includes many businesses and a wide variety of organizations. Within the healthcare sector, this study focuses on the private sector hospitals where customer engagement is very high. However, the scholarly attention given to understanding customer engagement and its impact is very rare, particularly in the healthcare sector in Sri Lankan context. Therefore, this study aims to examine the impact of customer engagement on customer loyalty in private sector hospitals. Based on the positivism, a quantitative survey was carried out distributing more than 200 questionnaires among people who have visited private sector hospitals in Colombo district, chosen based on convenience sampling method. The rationale behind limiting the study to Colombo district is, many of the private sector hospitals are located in this district in Sri Lanka. The data were analyzed with descriptive statistics and regression. The study found a high level of customer engagement in private sector healthcare and has a strong positive impact on customer loyalty. As implications, the study suggests private sector healthcare to manage customer engagements providing positive experience in order to sustain a loyal customer base.

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“…A construct of cost and value was self-developed based on findings about the perceptions of costs and value in the extant literature [33,55]. Establishing value co-creation with the pet-owner improves the likelihood of loyalty [7,12,56]. Value co-creation requires a pet-owner to believe that the value of the services that he or she receives is equal to or greater than the cost of the services that he or she receives.…”

Section: Instrumentationmentioning

confidence: 99%

The Dimensions of Pet-Owner Loyalty and the Relationship with Communication, Trust, Commitment and Perceived Value

Brown

2018

Preprint

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Loyalty is one of the greatest intangible assets that any organization can possess and improving client loyalty is a primary marketing goal that can have a significant financial impact on any business. This quantitative study examined the mediating role of communication on the relationship between satisfaction and loyalty (attitudinal and behavioral) in veterinary clinics, along with the moderating roles of trust, commitment, perceived value, and relational characteristics. Responses collected from 351 pet-owners through social media were analyzed using descriptive and inferential statistics. The results show that attitudinal loyalty (AL) has a strong positive relationship with communication at multiple points in a veterinary clinic whereas the relationship with behavioral loyalty was not as clear. Additional findings suggest that AL, which is influenced by trust in the veterinarian, communication from staff members and commitment, has a strong positive relationship with behavioral intentions, increases the number of products and services that a pet-owner consumes at his or her primary veterinary clinic, and attenuates the role of cost in receiving veterinary care. These findings can help veterinary clinic owners and managers in developing and implementing relationship strategies that improve pet-owner loyalty. The article that follows is a synopsis of the author’s dissertation.

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Value co-creation in high-involvement services: the animal healthcare sector

Cited by 17 publications

References 43 publications

The Complex Relationship Between Veterinarian Mental Health and Client Satisfaction

The Complex Relationship Between Veterinarian Mental Health and Client Satisfaction

Customer Engagement in Private Sector Healthcare: How Does it Affect Customer Loyalty

The Dimensions of Pet-Owner Loyalty and the Relationship with Communication, Trust, Commitment and Perceived Value

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