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This is a scripted adaptation of a conversational podcast interview between Henry Jenkins and Robert Kozinets about contemporary consumer activism and its relationship to media studies. After the interview, the conversants agreed to develop the transcript of the conversation in order to be more relevant to a scholarly audience who are interested in how Jenkins’ ideas apply to the understanding and investigation of consumer culture today. The conversation frames and synthesizes a range of thinking around activism, fan studies, brand management, and consumer culture theory. Couched in the American context but containing themes that may also relate to global culture in the current moment, it covers the theoretical as well as the pragmatic concerns of many of the stakeholders in the world of contemporary consumer activism, from the activists themselves to the brand managers who respond to their actions to the creators who write the stories that inspire them both. Topics include the relevance of participatory culture today, anti-racism and the role of media, consumer conflicts with brands and the corporations who police them, the importance of civic imagination to civic engagement, differences between brand managers and story creators, consumer activism in the workplace, activist and participatory approaches to civic research, the nature of contemporary consumer activist movements, the impact of intersectionality, and the prefigurative possibilities for change today.

Purpose This paper aims to strengthen the process of design thinking by aligning it with netnography, specifically auto-netnography, which this paper asserts is particularly suited to the task of studying and enriching the actions of “designerly types” who seek to fashion monetisable businesses. Design/methodology/approach This paper conducts an auto-netnography with a structure divined from established design thinking theory – that of empathising, defining, ideating, prototyping and testing – to afford an understanding of how a popular health food influencer designs a successful vegan restaurant. Findings This paper illustrates the empathetic relationship between a long-term audience member and an entrepreneur/designer/marketer. The intimate cultural analysis reveals the nature of their symbiotic entwinement. In a way that few other methods could, the method shows how this sense of reciprocity, deepens over time. Research limitations/implications Conducting an auto-netnography is a prolonged and difficult task. Nonetheless, by revealing the rituals, expectations, roles and routines of content creators, designers and followers, this paper illustrates exciting possibilities for the enactment and development of design thinking in the marketing field. Practical implications Designerly types such as marketers and content creators should closely study, listen to and interact with consumers by using a similarly staged process that draws equally from design thinking and auto-netnography. Originality/value Prior to this study, existing research has not previously linked design thinking with either netnographic or auto-netnographic research.

Dominant perspectives on technology adoption and consumption tend to be cognitive, instrumental, and individualistic. We offer a desire-centered, future-oriented, and culturally grounded alternative model called the Disenchanted Enchantment Model (DEM). Drawing on historical evidence and revised interpretations of theories of enchantment and disenchantment by Weber and Saler, we show that desire is at the heart of technology consumption’s enchantments, and how its fulfilment is temporary, skeptical, and ironic. We provide an important cultural counterbalance to models such as the Technology Acceptance Model, which replace wonder with reason. Instead we theorize the process that drives contemporary technology adoption as centering on desirous senses of wonderment and anticipation. We offer current and recent examples of the DEM process and discuss the implications this model holds for a new understanding of technology, consumption, desire, and broader consumer culture.

In this paper we disrupt established methodological boundaries in consumer research. We embark on a creative exploration to address the lack of an appropriate methodological toolkit. Graphic narrat...

Utopia is a complex and resilient concept. This article extends theory relating utopia to consumer culture and social media. After identifying two main schools of utopian consumer research, termed metopianism and wetopianism, the article inquires how social media discourses of utopianism challenge capitalism and what these challenges suggest about contemporary consumer activism. Sites of utopian discourse on YouTube concerning Walt Disney's original EPCOT plans, Jacque Fresco's Venus Project, and Elon Musk's Silicon Valley vision of the future are sources of netnographic data. The findings first focus on various discourses comparing political and economic systems, environmental effects, technology, and the reflexive, playful, imaginative, emotional, and engaged aspects of utopianist messages. Next, findings reveal worshipful attitudes towards the three charismatic utopian entrepreneurs and their visions. Utopian discourse on social media is clicktivism, but it is also an important and relevant social phenomenon that reveals the spectrum of forms of online political participation.

Consumer feedback platforms offer consumers tools to provide feedback on their market and consumption experiences. Beyond broad prior characterizations, little is known about the specific means by which platforms affect empowerment. Elements of empowerment identified in extant studies include voice, choice, justice, inclusion, catalysis, and consciousness-raising. We research a popular Brazilian platform to learn how platforms facilitate and constrain consumer empowerment. Our approach is immersive, a more-than-human netnography of the platform involving depth interviews with twenty-one of its consumer and corporate users. Findings show same-side and cross-side network effects driving the ability of the platform to offer consumers empowerment. Furthermore, affordances are critically important. Affordances provide opportunities for consumer choice, voice, justice, and inclusion. However, platforms’ cross-side network effects create economic considerations that limit those opportunities in theoretically and practically important ways. Although other feedback platforms might offer catalysis and consciousness-raising elements of empowerment, our focal platform does not. Earlier studies of consumer empowerment on the Internet may have been overly general and exuberant because they failed to recognize the constraining impacts of network effects, affordances, and algorithms. Consumer-citizenry, collective action, and consumer power are thoroughly transformed in the age of the platform, opening up new spaces for further investigation.

The basis of netnography is rather simple. It is grounded by the principle that the perspective of an embodied, temporally, historically and culturally situated human being with anthropological training is, for purposes relating to identity, language, ritual, imagery, symbolism, subculture and many other elements that require cultural understanding, a far better analyst of people’s contemporary online experience than a disembodied algorithm programmed by statistics and marketing research scientists.1 1. Of course, computer scientists are having their day, currently. And there is no doubt that there are many macro behaviours and precise measurements which are handled far better using statistical methods operating on large decontextualised data sets than they are by human participant-observers. But that really is not the point of netnography, of this paragraph or of this special section. View all notes The fundamental positioning of netnography as a research method, its marketing-oriented point of difference, relevant to digital humanities artists, library and information scientists, sociologists, cultural anthropologists, marketing practitioners and consumer researchers alike, is also rather clear. It is that the knowledge we gain from machine understanding of human experience is often sorely limited, and the ethics of the investigatory situation fraught, no matter how large the data set, how cleverly programmed the machine learning algorithms or how extensive the public surveillance.

Lateral exchange markets (LEMs) are sites of technologically intermediated exchange between actors occupying equivalent network positions. To develop an enriched understanding of these markets, the authors develop a more broad-based and differentiated understanding of peer-to-peer, sharing, and access-based markets. They focus on two key axes: the extent of (1) consociality and (2) platform intermediation. Drawing on these attributes, the authors theoretically deduce four ideal types—Forums, Enablers, Matchmakers, and Hubs. Each type provides value in a different way: Forums connect actors, Enablers equip actors, Matchmakers pair actors, and Hubs centralize exchange. Twenty organizational cases reveal insights into the failure, adaptation, and success of LEMs. Lateral exchange markets shift responsibility for personal and exchange security to relevant personal actors, to institutions, or to the governing algorithms of technology platforms. Extending the general proposition that sociality increasingly infuses market logics, the findings suggest a new frontier in which social resources and software platform algorithms interact as operand resources whose negative consequences (e.g., opportunism) require careful management through assurances and institutional arrangements matched to the type of LEM operation.

Consumer research often fails to have broad impact on members of the marketing discipline, on adjacent disciplines studying related phenomena, and on relevant stakeholders who stand to benefit from the knowledge created by rigorous research. The authors propose that impact is limited because consumer researchers have adhered to a set of implicit boundaries or defaults regarding what consumer researchers study, why they study it, and how they do so. The authors identify these boundaries and describe how they can be challenged. By detailing five impactful articles and identifying others, they show that boundary-breaking, marketing-relevant consumer research can influence relevant stakeholders including academics in marketing and allied disciplines as well as a wide range of marketplace actors (e.g., business practitioners, policy makers, the media, society). Drawing on these articles, the authors articulate what researchers can do to break boundaries and enhance the impact of their research. They also indicate why engaging in boundary-breaking work and enhancing the breadth of marketing’s influence is good for both individual researchers and the fields of consumer research and marketing.

Consumer-generated ratings and reviews play an important role in people’s experiences of online search and shopping. This article applauds and extends the thought-provoking response of de Langhe, Fernbach, and Lichtenstein (2016, in this issue) to Simonson’s (2015) assertions about the topic and suggests an agenda for future research. Follow-up research into the topic should emphasize the diversity of consumers and the multiplicity of their needs. It should recognize that reviews and ratings are complex social conversations embedded in consumers’ multifaceted communicational repertoires. It should be cautious when using terms such as objective and rational when describing consumers and consumption. Being aware of the risks to external validity of studying average ratings may lead to frameworks with greater contextual integrity, and encourage collaborative communication between scholars from different perspectives working in this field.

Based on a review of the past 30 years of videographic research and outputs in the field of marketing, we highlight the key contributions that videography has made to the marketing literature and identify the key issues facing videographic research today. We develop a typology that identifies four ways that videography can contribute to theory development and verification, presenting new criteria for assessing academic videographies. We note that making theoretical contributions is one of the most difficult issues facing videographic researchers and that this is an area in need of significant developments to help the field progress. Finally, we envision what the future of videography might look like and consider the implications of new forms of videographies.

Selfies, digital images characterized by the desire to frame the self in a picture taken to be shared with an online audience, are important reflections of the contemporary self. Much extant psychological research on selfies has taken a pathologizing view of the phenomenon, focusing on its relationship to narcissism. Our investigation seeks to contribute to a holistic, contextualized and cultural perspective. We focus on the context of museums, places where art, history, education, and culture merge into the selfie taking behaviors of patrons. First, we explore theory salient to our topic of selfie taking, finding selfies to be an important way to construct ongoing series of narratives about the self. We use concepts of identity work, dramaturgy, and impression management to understand it in this light. We relate embodiment within the museum to the selfie’s performative acts and expand upon notions that emphasize and distinguish the aesthetic elements present in many aspects of everyday life. We also question the ability of the museum selfie to destabilize. We also explore the contextual effects of mimicry and social norms. After describing our ethnographic and netnographic method, we investigate the museum selfie phenomenon. We begin with some observations on the extent of selfie-taking in contemporary culture as well as its evolution. Then, we consider selfies as a type of dynamic art form. Our analysis identifies a range of different types of museum selfies: art interactions, blending into art, mirror selfies, silly/clever selfies, contemplative selfies, and iconic selfies. Considered and studied in context, the museum selfie phenomenon reveals far more than the narcissism of the sort explored by past psychological research. The museum provides a stage for identity work that offers an opportunity for the selfie to be used not only for superficial performances but also in the pursuit of more profound self-reflection and its communication. Our ethnographic exploration of the selfie sees it as more than a quest for attention but less than a genuinely destabilizing social force. Selfie taking is complex and multidimensional, a cultural and social act, a call for connection, an act of mimicry, and part of people’s ever-incomplete identity projects.

How is consumer desire transformed by contemporary technology? Most extant theory holds that technology rationalizes and reduces passion. In our investigation of networks of desire—complex open systems of machines, consumers, energy, and objects—we find technology increasing the passion to consume. Effects depend upon participation in the network, which can be private, public, or professional. Private participation tends to discipline passion into interests reflecting established cultural categories. Public and professional participation build new connections between extant desires and a wider network, decentering ties and deterritorializing flows that limit hungers to emplaced bodies. Public and professional participation drive consumption passion to transgressive extremes. We use ethnography and netnography to study online food image sharing, a broad field that includes everything from friend networks to food bloggers. Using and extending Deleuze and Guattari’s desire theory, we conceptualize desire as energetic, connective, systemic, and innovative. Critically examining the role of technocapitalism in the realm of consumption passion, we question the emancipatory possibilities of unfettered desire. Networks of desire create a passionate new universe of technologically enhanced desire, one that challenges the way we think about consumer collectives, capitalism, emancipation, and posthuman consumption.

Academics have always been in the business of producing and promoting ideas. The configuration of their identities or brands can play a central role in the successful realization of this ambition. This chapter uses the participative stance in netnography to discuss academic personal branding, but also interweaves advice, core principles, and a series of short inductive case studies about personal academic brands and fields. Featuring cases like those of Plato, Timothy Leary, John Lilly, and others, the chapter outlines a theory of personal academic branding, relating core identities to academic branding practices and purposes. In particular, this chapter suggests the relationship between thinking innovative thoughts, representing them to various audiences, and having one's idea shared and built upon by a network of interested others. Core to the successful realization of this endeavor are the following nine elements: unconventionality, creativity, internal and external audiences, segmentation, core constituents, co-branding, simplicity, uniqueness, and catchiness.

This commentary emphasizes the networked nature of brands. Brands are identities, and identities are meanings. Meanings are always embedded in networks of association. Therefore, all understandings of brands are necessarily vast, complex, and incomplete, especially in the contemporary age of branding.

Retro brands are relaunched historical brands with updated features. The authors conduct a “netnographic” analysis of two prominent retro brands, the Volkswagen New Beetle and Star Wars: Episode I—The Phantom Menace, that reveals the importance of Allegory (brand story), Aura (brand essence), Arcadia (idealized community), and Antinomy (brand paradox). Retro brand meanings are predicated on a utopian communal element and an enlivening paradoxical essence. Retro brand management involves an uneasy, cocreative, and occasionally clamorous alliance between producers and consumers.

The author develops “netnography” as an online marketing research technique for providing consumer insight. Netnography is ethnography adapted to the study of online communities. As a method, netnography is faster, simpler, and less expensive than traditional ethnography and more naturalistic and unobtrusive than focus groups or interviews. It provides information on the symbolism, meanings, and consumption patterns of online consumer groups. The author provides guidelines that acknowledge the online environment, respect the inherent flexibility and openness of ethnography, and provide rigor and ethics in the conduct of marketing research. As an illustrative example, the author provides a netnography of an online coffee newsgroup and discusses its marketing implications.

Experiential consumption is a topic of growing interest in the social scientific and managerial literatures. While consumer experience is profoundly shaped by the built environment, a critical eye has been cast on the oppressive nature of themed environments. While offering multisensory sensual opportunities, themed retail environments cater primarily to the visual impulse and have been theorized to both direct and misdirect attention in ways beneficial to marketers. In this ethnography of the servicescape of ESPN Zone Chicago, the ways in which retail theater encourages consumers to animate a themed sporting venue and the ways consumers respond to these cultural prompts are explored. The authors explore the instrumental relationship between retail space and consumer experience in themed environments and attend to the interrelated role of the visual, the sacred, brand, mass media, and sport. Conclusions find that consumers watch marketers in these spaces as much as marketers watch consumers—a finding termed obverse panopticism.