Justine M. Rapp

Advertising and Consumer Privacy

Our purpose is to examine the evolving public policy and marketing domain of consumer privacy as it relates to current and future advertiser strategies and activities. After a brief introduction, the paper discusses major privacy concerns identified in the literature, focusing on tensions between advertiser interests and consumer needs. The regulatory environment is chronicled next, emphasizing Federal Trade Commission (FTC) policies and domains representing old practices and new considerations—direct mail, Internet, and neuromarketing. The closing section presents a call for coherent rationale and practical guidelines for consumer self-protection, self-regulation, and legislation involving primary (product) as well as secondary (informational) exchanges.

Consumption Restriction in a Total Control Institution: Participatory Action Research in a Maximum Security Prison

The marketing and public policy field has a long history of examining consumer decision making under conditions of abundance, but less effort has been dedicated to learning about restrictions to choice, especially as imposed by institutional forces. To help fill this gap in the literature, the authors offer an ethnographic investigation of a maximum security prison conducted over an 18-month period using participatory action research. This environment is a total control institution where depersonalization and commoditization of the 4,000 men in its charge regularly occur. The findings reveal a complex relationship between these processes and various psychological reactions and resulting behaviors that are acted out within and outside the prisons licit and illicit marketplaces. The article closes with a discussion of theoretical implications of consumer constraint and a presentation of public policy implications.

Consumer transformation through volunteer service experiences

A growing number of consumers are seeking to make a difference through experiences involving interaction and collaboration with organizations that offer charitable service opportunities. These experiences are noteworthy in not only their catalyzing influence on the organization and the beneficiary customer, but also the personal transformation in the volunteer. The authors introduce a phenomenon called transformative charity experiences (TCEs), a triadic framework highlighting an avenue of personal consumer well-being through the transformative effect of service interactions with key stakeholders. Building upon conceptual models proposed in Transformative Services Research and insights from their own embedded charity experiences, the authors introduce how service co-creation from three entities (charity, volunteer, and community) can lead to a transformative effect for the volunteer. An exploratory field study in an international setting provides insights into how the proposed framework accounts for TCEs. Implications and future directions for charitable services research are presented.

Antiservice as Guiding Maxim Tough Lessons From a Maximum Security Prison

The service literature is replete with theoretical and practical paradigms to improve service quality and advance goals of service providers as well as their customers. Often taken for granted is the assumption that organizations and their actors are interested in the well-being of those they serve as a way to bolster corporate images and engender long-term customer loyalty. While service failures are expected to happen, most successful firms seek to recover from these occurrences to maintain good relationships with their customers. However, is it possible for an organization to operate in a culture of antiservice? To address this question, we conducted an 18-month ethnographic investigation with men incarcerated in a maximum security prison using the participatory action research methodology. Findings discuss various facets and consequences of service failure that quickly become normal functioning in this institution. Descriptive themes and their interpretations follow and reveal that such treatment occurs because the men are viewed as less than fully human noncustomers who require strict control of need fulfillment. They react in a variety of ways that impact their ability to cope with this paucity of services. Recommendations for public service providers are presented along with implications for the larger service field.

Responsibility and Well-Being: Resource Integration Under Responsibilization in Expert Services

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.