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Lookup NU author(s): Dr Josephine Go JefferiesORCiD
This is the authors' accepted manuscript of an article that has been published in its final definitive form by American Marketing Association, 2016.
For re-use rights please refer to the publisher's terms and conditions.
Responsibilization, or the shift of functions and risks from providers and producers to consumers, has become an increasingly common policy in service systems and marketplaces (e.g., financial, health, governmental). Because responsibilization is often considered synonymous with consumer agency and well-being, the authors take a transformative service research perspective and draw on resource integration literature to investigate whether responsibilization is truly associated with well-being. The authors focus on expert services, for which responsibilization concerns are particularly salient, and question whether this expanding policy is in the public interest. In the process, they develop a conceptualization of resource integration under responsibilization that includes three levels of actors (consumer, provider, and service system), the identification of structural tensions surrounding resource integration, and three categories of resource-integration practices (access, appropriation, and management) necessary to negotiate responsibilization. The findings have important implications for providers, public and institutional policy makers, and service systems, all of which must pay more active attention to the challenges consumers face in negotiating responsibilization and the resulting well-being outcomes.
Author(s): Anderson L, Spanjol J, Go Jefferies J, Ostrom A, Nations Baker C, Bone SA, Downey H, Mende M, Rapp J
Publication type: Article
Publication status: Published
Journal: Journal of Public Policy and Marketing
Print publication date: 15/11/2016
Acceptance date: 01/09/2016
Date deposited: 18/10/2016
ISSN (print): 0743-9156
ISSN (electronic): 1547-7207
Publisher: American Marketing Association
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