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References: Sell veterinary clients on your service

July 1, 2014

List of references used by W. Dane Foxwell and Andy Roark, DVM.

1. Homburg C, et al. Do Satisfied Customers Really Pay More? A Study of the Relationship Between Customer Satisfaction and Willingness to Pay. Journal of Marketing 2005;69:84-96.

2. Tatikonda L. The Hidden Cost of Customer Dissatisfaction. Management Accounting Quarterly 2013;14.3:34-43.

3. Williams M, Hutchinson C. The path to loyalty: How to improve guest satisfaction Hotel Management Oct 2013:14.

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4. Klaus P, Maklan S. Towards a better measure of customer experience International Journal of Market Research 2012;55.2:227-246.

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