Customer Compliance/Customer Control

Edward Kasabov

Research output: Chapter in Book/Report/Conference proceedingEntry for encyclopedia/dictionarypeer-review


“Customer compliance” refers to interactions between customers and providers with clear norms and processes of interaction being predefined by providers and enforced by them in an inflexible manner, in the process of doing so normalizing customer behavior. Compliance is a type of control over customers that does not rest on open, visible, and brute force but on more subtle efforts on the part of providers to channel customers' behaviors, especially of customers who are perceived as “difficult” and economically unprofitable. Compliance, or governing customer behavior through restriction, affects all stages of service provision but is particularly prominent in service recovery and complaint management when customer compliance businesses do not invest considerable resources and effort to satisfy dissatisfied customers and especially difficult and serial complainers. Customer compliance‐practicing companies sometimes publicize their compliance procedures in order to “inform” and “educate” customers about these procedures, but also so that to “train” customers to behave in a manner acceptable to these companies. The concept of customer compliance challenges philosophical and ideological marketing claims of liberated and empowered consumers as well as the service dominant logic, by emphasizing not the liberating but the constricting properties of interactions and service provision.
Original languageEnglish
Title of host publicationWiley Encyclopedia of Management
ISBN (Electronic)9781118785317
ISBN (Print)9781119972518
Publication statusPublished - 21 Jan 2015
Externally publishedYes


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