Long-Term Services Requiring Customer Participation And Compliance

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Frances Turner
Mark Hager
Mark J. Hager is an Associate Professor of Psychology at Menlo College in Atherton, CA. Dr. Hager studies social-psychological influences on faculty teaching and student learning, and future research includes the application of compliance theory to the long term commitment necessary to persist in graduate education. Dr. Hager is a frequent speaker and consultant at national and international venues, including the US Department of Veterans’ Affairs; University of New Mexico Mentoring Institute; the American Educational Research Association; the International Congress of Psychology (Berlin); and the UK Council for Graduate Education.

Stephanie Dellande

Keywords

Compliance Dependent Services (CDS), Customer Participation, Customer Compliance Behavior

Abstract

This paper provides a theoretical conceptualization and classification of long-term services requiring customer participation and compliance. Long-term services which require both customer participation and compliance are known as compliance dependent services (CDS). In CDS the customer participates during the face-to-face exchange and must comply with his or her role once away from the provider to ensure positive outcome and customer satisfaction. CDS entail service delivery processes that are of longer duration. Compliance is integral to producing these services. Non-compliance, i.e., when a consumer regimen is not followed, most likely will lead to adverse impact on the consumer and provider. It is important that scholars understand the service delivery process of services, in particular CDS, whereby both customer participation and compliance are required.

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Published
Nov 23, 2015
DOI https://doi.org/10.19030/jss.v8i1.9509

Article Details

Issue
Vol 8 No 1 (2015)
Section
Articles
Author Biographies

Frances Turner

Frances Turner, DBA, is Assistant Professor of Marketing at Menlo College in Atherton, CA. Practical experience in telecommunications, entrepreneurial and non-profit sectors inspire Dr. Turner's research interests in: consumer experience; co-design in mass customization; customer-centricity; relationship between consumer perceived value, satisfaction and loyalty; individual thinking style; and neuromarketing from the consumer’s perspective. In addition to her research published in Business Leadership Review, and Conference Proceedings of the 2011 Biennial World Conference on Mass Customization, Personalization and Co-Creation, Dr. Turner’s 2013 dissertation was a quantitative empirical analysis entitled “Enhancing the Consumer’s Value of the Co-Design Experience in Mass Customization: the Relationship between Perceived Value, Satisfaction, Loyalty Intentions, and Thinking Style”.

Stephanie Dellande

Stephanie Dellande is an Associate Professor of Marketing at Menlo College in Atherton, CA (94027) in Silicon Valley. Dr. Dellande studies a group of services known as compliance dependent services (CDS). Her future research is to develop a compliance scale and empirically determine the various categories of CDS. Her ultimate goal is to identify the theory of compliance in CDS. Dr. Dellande’s research is published in top tier academic marketing journals, e.g., the Journal of Marketing (JM), Journal of Retailing (JR), Psychology & Marketing (P&M), and she has presented her work at national and international conferences.