This write up presents the analysis of three articles dealing with different ideas regarding customer compliance. Casabov and Da-Cuhna (2004) evaluated whether call center services are comprised of client centricity or by control of customer by employees. Dellande and Nyer (2007) studied the impact of public commitment to customer compliance, while Dellande, Gilly and Graham (2004) evaluated the providers’ role in gaining compliance. Casabov and Da-Cuhna (2004) studied two Brazilian call centres seeking to determine whether the service interfaces fortitudes were customer guided or depended on the control of employees over the customers. The enquiry adopted the use of direct surveillance and semi structured interviews to collect the information. The information was collected from managers, overseers and technicians. The researchers carried out 33 interviews and two-week observations in two call centres. The study indicated that control was extensively practiced and did not result in prolonged customer dissatisfaction. Dellande, Gilly and Graham (2004) evaluated the role of service provider in ensuring compliance. They used weight loss subjects from Lindora Comprehensive Weight Control. Lindora uses a platform based on medicine to regulate weight. The program has clinics throughout southern California. Data was collected by use of questionnaires disseminated to nurses and patients, use of archival data, and interviews. The data analysis method used was the PLS structural equation method given the complex mathematical nature of the data presented. They found out that provider expertise determined client’s role clarity, which in turn affected compliance. Attitudinal homophily was a significant factor in influencing compliance. Further, they concluded that role clarity, and role ability influence compliance. Dellande and Nyer (2007) evaluated the effect of public pledge on acquiescence. The study seeks to investigate the role of open commitment in gaining client acquiescence. The study collected data using 3 x 2 full factorial designs employing three levels of commitment. They engaged the use of median split to generate two ranks of SNI (low and high). The subjects were drawn from an online marketing introductory course. 102 students participated but 96 completed the study. The researchers evaluated the effect of an open declaration to conserve paper on the students’ continued conservation of papers during the term. The researchers found out that people who made an open declaration to conserve papers conserved more papers that those who made private declarations and those who did not make any pledge. Further, those who made private declaration conserved more than those who did not make any pledges. Part two: Methodological evaluation of the articles Casabov and Da-Cuhna (2004): Employee Control in Call Centers The methodology employed in the article tackling the call centers service deliveries in two Brazilian call centers employed the use of exposed surveillance, where the researcher were strategically placed to view the reactions of the customers for two weeks. The study also engaged the use of semi-structured questionnaires to 33 employees of the two call centers. The respondents included call centers managers, their supervisors and the operative staff members. The sample size in qualitative researches has been debated by various scholars in an attempt to identify the ideal size. Stead, Struwig and Struwig (2001, p.
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Reflection on Research and Methodological Choices in Three Academic Articles on Theory of Compliance Name: Instructor: Course: Institution Affiliation: Date: Part one: Introduction The studies try to analyze the factors impelling customer compliance to service provider’s instruction…
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