IDEAS home Printed from https://ideas.repec.org/p/ags/midasp/11679.html
   My bibliography  Save this paper

Equine Client Satisfaction At The Veterinary Teaching Hospital, Michigan State University--July 1, 1999 Through June 30, 2000

Author

Listed:
  • Lloyd, James W.
  • Donovan, Debra
  • Camara, Youssouf
  • Leeper, Delta
  • Gross, Renee

Abstract

Understanding clients' wants and needs is vital to the sustained success of any service business, and veterinary medicine offers no exception. The Veterinary Teaching Hospital (VTH) at the Michigan State University College of Veterinary Medicine (MSU-CVM) has successfully maintained a position at the forefront of the veterinary profession throughout most of its history. The staff has consistently been composed of clinicians who have been chosen because of their excellence and expertise. However, the assumption that emphasis on clinical excellence will, by itself, provide the foundation for sustained success in the client flow and business at the hospital has been unchallenged to date. In order to provide the best possible customer service, our clients' likes, dislikes, wants, and needs must be fully characterized and quantified. To assess client satisfaction with the VTH, a study was designed whose objective was to identify the areas in the VTH that are most valued and highly regarded versus those that need improvement in order to sustain the current success of the equine hospital. The results of this study can be used as an outline for the development of a plan to maintain and improve customer satisfaction and, ultimately, to sustain the teaching caseload and business of the hospital. In addition, this endeavor will serve to set a good example for our students by modeling the best management practices and establishing a critical blend of quality medicine/surgery and customer service.

Suggested Citation

  • Lloyd, James W. & Donovan, Debra & Camara, Youssouf & Leeper, Delta & Gross, Renee, 2001. "Equine Client Satisfaction At The Veterinary Teaching Hospital, Michigan State University--July 1, 1999 Through June 30, 2000," Staff Paper Series 11679, Michigan State University, Department of Agricultural, Food, and Resource Economics.
  • Handle: RePEc:ags:midasp:11679
    DOI: 10.22004/ag.econ.11679
    as

    Download full text from publisher

    File URL: https://ageconsearch.umn.edu/record/11679/files/sp01-34.pdf
    Download Restriction: no

    File URL: https://libkey.io/10.22004/ag.econ.11679?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ags:midasp:11679. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: AgEcon Search (email available below). General contact details of provider: https://edirc.repec.org/data/damsuus.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.