Negative Consequences of Empowering Consumers and Employees

Tami Kim, Harvard Business School, USA
Leslie John, Harvard Business School, USA
Todd Rogers, Harvard Business School, USA
Michael Norton, Harvard Business School, USA
We show that empowerment can generate many negative downstream costs. Once empowered, stakeholders demand to continue voting and become dissatisfied when no longer allowed to vote. Empowerment also backfires when stakeholders repeatedly vote on trivial issues.
[ to cite ]:
Tami Kim, Leslie John, Todd Rogers, and Michael Norton (2013) ,"Negative Consequences of Empowering Consumers and Employees ", in NA - Advances in Consumer Research Volume 41, eds. Simona Botti and Aparna Labroo, Duluth, MN : Association for Consumer Research.