Long-Term Services Requiring Customer Participation And Compliance

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.