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Responsibilization in Services and Consumer Well-Being: A Role Theory Perspective

Lookup NU author(s): Dr Josephine Go JefferiesORCiD


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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). As 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 to resource integration, and three categories of resource integration practices (access, appropriation, and management) necessary to negotiate responsibilization. The findings have important implications for health care providers, public and institutional policy makers, and other service systems, all of which must pay more active attention to the challenges consumers face in negotiating responsibilization and the resulting well-being outcomes.

Publication metadata

Author(s): Anderson L, Spanjol J, Go-Jefferies J, Ostrom AL, Baker CN, Bone SA, Downey H, Mende M, Rapp JM

Publication type: Conference Proceedings (inc. Abstract)

Publication status: Published

Conference Name: Marketing and Public Policy Conference: Fostering Change for Communities and Society

Year of Conference: 2016

Print publication date: 23/06/2016

Online publication date: 21/06/2016

Acceptance date: 25/04/2016

Publisher: American Marketing Association