Long-Term Services Requiring Customer Participation and Compliance

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

Extrinsic And Intrinsic Motivators Of Customer Participation In Compliance Dependent Services

Research on customer participation has focused primarily on the customer’s participatory role in service creation during the face-to-face service exchange (Bateson 1989; Bowen 1986; Chase 1978; Kelley, Donnelly, and Skinner 1990; Lovelock and Young 1979; and Mills, Chase, and Margulies 1983) however customer involvement often extends beyond the face-to-face exchange.  This is especially the case with compliance dependent services (CDS).  CDS are services that require customer participation with his or her service delivery role while within the service organization and once away from the service facility to ensure goal attainment and customer satisfaction.  Examples of CDS include dental care, weight loss programs, preventive auto maintenance, education, exercise programs, health care programs (diabetes, hypertension), prenatal care, long-term financial planning, debt management programs, and smoking cessation programs. In an early CDS study, Dellande (1999) found motivation to be the most important customer attribute in gaining customer compliance.  In this research we further our understanding of the role of motivation by studying the impact of persuasive provider communication, an extrinsic customer motivator, on intrinsic customer compliance motivation.  One important characteristic of persuasive messages that influences their effectiveness is how they are framed.  Among other factors, effective persuasive messages require comprehension and retention, yielding and behavior in accordance with the message content (McGuire 1966).  Specifically, existing research suggests that behavior is affected by the extent to which messages emphasize the potentially negative consequences of failing to engage in a given behavior relative to a message in which the possible beneficial (i.e., positive) consequences of engaging in that action are emphasized (Roberson and Rogers 1988, Tykocinski et. al, 1994).  We explore this distinction in the dental compliance service context.  We specifically examine how the manner in which written compliance-related communications are framed influences consumers’ intended compliance behaviors

International Growth Strategies of Service and Manufacturing Firms: The Case of Banking and Chemical Industries

Purpose – The purpose of this paper is to examine the differences in growth strategies – domestic and international – of manufacturing and service firms. Hardly any literature exists that empirically investigates the differences on account of the distinctive characteristics of goods and services, and such studies rarely draw from the operations management field. Design/methodology/approach – Multiple analysis of variance is used to analyze longitudinal data from multiple secondary sources. Findings – Mixed services, such as banks, focus more on domestic growth and less on international growth. Manufacturers, such as chemical firms, focus more on international activities as compared to domestic activities. Mixed service firms seem to prefer collaborative approaches, whereas goods producers prefer wholly owned ventures. Research limitations/implications – The data collection methodology applied in this study may be applicable to many other topics of operations management. Future researchers may examine internationalization of services from front and back office perspectives, and compare information‐processing, possession‐processing, and people‐processing services in their choices of mode of entry and resultant performance differences. Practical implications – The findings are relevant for developing operations strategy, including location alternatives, for both manufacturing and service firms as different nations become a part of the global village. Appropriate modes of entry in an international arena for both service and manufacturing firms are identified. Originality/value – A cross‐functional study that uses longitudinal data from secondary sources in an innovative way with significant implications for operations managers and researchers

Gaining Compliance and Losing Weight: The Role Of the Service Provider In Health Care Services

This research provides and empirically tests a conceptualization of health care services in which customer compliance outside of the service organization is necessary for successful health outcomes. Using data from service providers and customers in a weight-loss clinic, the authors examine the provider\u27s role in gaining customer compliance. They find that provider expertise and attitudinal homophily play a role in bringing about customer role clarity, ability, and motivation. This study demonstrates that compliance leads to goal attainment, which results in satisfaction. More important, compliance also leads to satisfaction directly; consumers who comply with program requirements have greater satisfaction with the program

Using Public Commitment to Gain Customer Compliance

We investigate the role of public commitment in gaining customer compliance in a long-term service (e.g., online education) where customer adherence to his/her role when away from the service provider is important in the successful delivery of the service. Given the major role customers have in the delivery process of services it is important to understand how service providers can influence customers to comply with their service role. [to cite]: Stephanie Dellande and Prashanth Nyer 249 Advances in Consumer Research Volume 34, © 2007 Using Public Commitment to Gain Customer Compliance Stephanie Dellande, Chapman University, USA Prashanth Nyer, Chapman University, USA ABSTRACT We investigate the role of public commitment in gaining customer compliance in a long-term service (e.g., online education) where customer adherence to his/her role when away from the service provider is important in the successful delivery of the service. Given the major role customers have in the delivery process of services it is important to understand how service providers can influence customers to comply with their service role

What do students think? Comparing and contrasting four strategic management simulations.

Qualitative data was collected from eight capstone undergraduate online strategic management classes (263 students) taught from Summer 2020 to Summer 2023. Students in each class played one of four strategic management simulations: Hubro Business, Strategic Management-Bikes (Marketplace Simulations), The Business Strategy Game, or Capstone 2.0 (Capsim). An analysis of student responses demonstrated the following: 1) Students primarily valued realism, competition, and teamwork in simulations; 2) More complex simulations were not considered more realistic; 3) Students did not prefer relatively simple simulations to relatively complex simulations, as long as they had adequate support

Managing consumer debt: Culture, compliance, and completion

We examine the cultural dimensions of participation in a debt management program (DMP). Archival data from Consumer Credit Counseling Service provide insights into the behavior of consumers in a DMP. Latino clients differ from Anglo clients, and are ultimately less successful in resolving debt problems. A key difference appears to be the expected monthly payment established for clients. While only debt level determines Latinos' expected payment, Anglos appear to better negotiate an expected payment from creditors, increasing their success. Importantly, homophily increases compliance for Latino debtor-counselor dyads. Overall, this study contributes to the transformative service research (TSR) literature by suggesting ways culture influences adherence to and completion of a DMP, leading to financial freedom for consumers in distress

Gaining Compliance and Losing Weight: The Role of the Service Provider in Health Care Services

This research provides and empirically tests a conceptualization of health care services in which customer compliance outside of the service organization is necessary for successful health outcomes. Using data from service providers and customers in a weight-loss clinic, the authors examine the provider's role in gaining customer compliance. They find that provider expertise and attitudinal homophily play a role in bringing about customer role clarity, ability, and motivation. This study demonstrates that compliance leads to goal attainment, which results in satisfaction. More important, compliance also leads to satisfaction directly; consumers who comply with program requirements have greater satisfaction with the program