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KMID : 1094020120290010049
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Journal of Veterinary Clinics
2012 Volume.29 No. 1 p.49 ~ p.57
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Critical Factors Affecting Successful Client Satisfaction Management of Companion Animal Hospital
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Back Choong-Ki
SHin Cheol-Ho
Kim Bo-Yeong
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Abstract
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Success of any business solely is dependant on how to satisfy clients in healthcare-related industry. In the short history of Korea pet-care industry, there were not many guidelines on client satisfaction management of companion animal hospitals. The studies on many pet healthcare facilities were conducted based on their cost-benefits and the advantages of medical operation within special features of the traditional hospital management system. However the companion animal hospitals recently need to improve the service quality and client closed communication in keen competition on pet healthcare market. This study explores client satisfaction management could be the new issue of the veterinary hospital business. And it finally suggests of the critical factors affecting successful client satisfaction management of companion animal hospital based on the eight case studies.
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KEYWORD
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Companion animal hospitals, Client satisfaction management, Healthcare-related industry, Critical success factor
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