Service provision in the animal health sector

Pyatt, A.Z. (2017) Service provision in the animal health sector. Doctoral thesis, Harper Adams University.

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Domesticated animals form an important part of modern life fulfilling roles as companion, working or food producing animals. Regardless of their role, the health care of animals is complex and can involve a range of health practitioners. The discerning nature of the veterinary client, in combination with the developing roles of professionals and changing demographics, has transformed market dynamics and highlighted the need for the sector to reflect on service quality. Drawing on the extant literature in the domains of service quality and co-creation, the study focuses on sector stakeholder groups of clients, paraprofessionals and veterinarians with the aim of proposing a framework to understand service quality in the animal health sector, through three phases of research. Phase one comprises a detailed exploratory mapping exercise of the industry utilising an extensive range of secondary data. Phase two uses takes a critical incident technique and applies the principles of grounded analysis to semi-structured, interviews with sector stakeholders (n=13). Interview data is subject to thematic analysis utilising NVivo to identify emergent service quality dimensions. The third phase involves quantitative survey of stakeholders (n=663), including veterinarians, paraprofessionals and clients analysed through multivariate techniques to identify factors and test relationships between them. Triangulation of literature, mapping results and primary data reveals six latent dimensions of service quality: empathy; bespoke outcome; professional integrity; value for money; confident relationships and access. These results lead to the development of a conceptual framework for animal health service, confirming the importance of the notions of value co-creation and outcome. The thesis contributes to the theoretical debate on context-specific service quality and has the potential for impact on practice in the rapidly changing animal health businesses.

Item Type: Thesis (Doctoral)
Divisions: Animal Production, Welfare and Veterinary Sciences
Depositing User: Ms Kath Osborn
Date Deposited: 02 Aug 2018 12:50
Last Modified: 02 Aug 2018 13:40

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