Responsibility and weil-being: Resource integration under responsibilization in expert services

Laurel Anderson, Jelena Spanjol, Josephine Go Jefferies, Amy Ostrom, Courtney Nations Baker, Sterling A. Bone, Hilary Downey, Martin Mende, Justine M. Rapp

Research output: Contribution to journalArticle

19 Scopus citations

Abstract

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.

Original languageEnglish (US)
Pages (from-to)262-279
Number of pages18
JournalJournal of Public Policy and Marketing
Volume35
Issue number2
DOIs
StatePublished - Sep 1 2016

Keywords

  • Expert services system
  • Resource integration
  • Responsibilization
  • Transformative service research
  • Well-being

ASJC Scopus subject areas

  • Business and International Management
  • Economics and Econometrics
  • Marketing

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