The 2013 book “Rebuilt” by Father Michael White and Tom Corcoran has on page 7:
“• Clergy and staff were treated by parishioners as employees—sometimes with hostility, often with indifference, and, when we were doing what they wanted us to, with condescension.
• Complaint was a standard form of communication. Anything from failing to announce the Mass “intention” to the temperature inside the building would bring it on.”
The chapter this extract is from is at
https://rebuiltparish.com/wp-content/uploads/2013/02/rebuilt-sample-chapter.pdf
The problem is described further in another book “Tools for Rebuilding” page 163. “… Some people would buy fifty, even one-hundred dollars worth of Masses. These Masses became “their” Masses. A consequence of this commerce was the unspoken expectation that their intention got attention – from the altar.”
To “change the consumer culture that had developed around the practice” one solution was to stop announcing Mass intentions. Another was:
“WE STOPPED ACCEPTING INTENTIONS
All our Masses are offered weekly
pro populo (for the people), and on a rotating basis for all the deceased, for those in need, for the sick, and so forth. We offer no more special intentions for individuals.” (Tools for Rebuilding, page 165).