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The Relationship between Pet-Owner S...

Brown, Bryan R.

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The Relationship between Pet-Owner Satisfaction and Loyalty: The Mediating Role of Communication.

Record Type:	Electronic resources : Monograph/item
Title/Author:	The Relationship between Pet-Owner Satisfaction and Loyalty: The Mediating Role of Communication./
Author:	Brown, Bryan R.
Published:	Ann Arbor : ProQuest Dissertations & Theses, : 2018,
Description:	177 p.
Notes:	Source: Dissertations Abstracts International, Volume: 79-08, Section: A.
Contained By:	Dissertations Abstracts International79-08A.
Subject:	Business administration. -
Online resource:	https://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=10688675
ISBN:	9780355563733

The Relationship between Pet-Owner Satisfaction and Loyalty: The Mediating Role of Communication.
Brown, Bryan R.

The Relationship between Pet-Owner Satisfaction and Loyalty: The Mediating Role of Communication. - Ann Arbor : ProQuest Dissertations & Theses, 2018 - 177 p.

Source: Dissertations Abstracts International, Volume: 79-08, Section: A.

Thesis (D.B.A.)--Wilmington University (Delaware), 2018.

This item must not be sold to any third party vendors.

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. The youngest and oldest cohorts in the study exhibited the lowest levels of AL, while pet-owners who see the same veterinarian at each visit have higher AL than those who do not. A set of recommendations is made for each communication point within a veterinary clinic to improve AL. These findings can help veterinary clinic owners and managers in developing and implementing relationship strategies that improve pet-owner loyalty.

ISBN: 9780355563733Subjects--Topical Terms:

3168311
Business administration.
Subjects--Index Terms:

Commitment

The Relationship between Pet-Owner Satisfaction and Loyalty: The Mediating Role of Communication.
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245 1 4 $a The Relationship between Pet-Owner Satisfaction and Loyalty: The Mediating Role of Communication.
260 1 $a Ann Arbor : $b ProQuest Dissertations & Theses, $c 2018
300 $a 177 p.
500 $a Source: Dissertations Abstracts International, Volume: 79-08, Section: A.
500 $a Publisher info.: Dissertation/Thesis.
500 $a Advisor: Danley, Amy L.
502 $a Thesis (D.B.A.)--Wilmington University (Delaware), 2018.
506 $a This item must not be sold to any third party vendors.
520 $a 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. The youngest and oldest cohorts in the study exhibited the lowest levels of AL, while pet-owners who see the same veterinarian at each visit have higher AL than those who do not. A set of recommendations is made for each communication point within a veterinary clinic to improve AL. These findings can help veterinary clinic owners and managers in developing and implementing relationship strategies that improve pet-owner loyalty.
590 $a School code: 1517.
650 4 $a Business administration. $3 3168311
650 4 $a Veterinary services. $3 3433982
653 $a Commitment
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653 $a Customer loyalty
653 $a Perceived value
653 $a Pet-owner
653 $a Trust
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792 $a 2018
793 $a English
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