Factors influencing the nature of client complaint behaviour in the aftermath of adverse events
(2024)
Journal Article
Gibson, J., White, K., Mossop, L., & Brennan, M. L. (2025). Factors influencing the nature of client complaint behaviour in the aftermath of adverse events. Veterinary Record, 196(6), Article e4966. https://doi.org/10.1002/vetr.4966
Background:
Negative veterinary client complaint behaviour poses wellbeing and reputational risks. Adverse events are one source of complaint. Identifying factors that influence adverse event-related complaint behaviour is key to mitigating detri...
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