TUM Library

Cover; Half Title; Series Page; Title Page; Copyright Page; Dedication; Contents; List of figures; Acknowledgements; List of abbreviations; Introduction; Conceptual perspectives; Models of disability; CA theory; Research and data generation strategies; Research strategy and key research questions; Why Lithuania and the United Kingdom?; Policy framework; Mystery shopping; Discussing shopping experience -- interviews with customers; Studying business and civil society's perspectives; Analysing the data; Structure of this book; Bibliography; 1 Disabled people in the market

Disabled people and markets: historical insights and current practiceUseless eaters; Passive service users; From consumers to producers: example of direct payments; A target for new business; Vulnerable consumers; Shopping chain and disabled customers; Customer information; Navigation in retail premises; Interaction in the shop; Accessibility and the private market; Accessibility and user involvement; Accessibility and a common language; UD and retail premises; Concluding comments; Bibliography; 2 Accessibility in the EU markets; Accessibility in the global context; Accessibility and the CRPD

Accessibility in the European single marketDisabled customers; Information provision; Accessibility of retail premises; Accessibility in national markets: Lithuania and the United Kingdom; 'Socially vulnerable' consumers in Lithuania; 'Vulnerable consumers' in the United Kingdom; Accessibility in Lithuania; Accessibility in the United Kingdom; Concluding comments; Bibliography; 3 Communicative action and the EU markets; Market accessibility and a lifeworld; 'System' and 'lifeworld'; EU policies and the lifeworld; Large business, SMEs and the lifeworld

Private market, customers and the lifeworldAccess to the discourse and power relations; Communicative action; Bargaining and arguing; Bargaining, arguing and international relations; Communicative rationality and OMC; Concluding comments; Bibliography; 4 The chain of an accessible shopping; Customer information; Information about shops; Information about products; Information about product accessibility; The journey to a shop; Home environment; Public environment; Public and private transport; Navigation in retail premises; Entering the shop; Operating in retail premises; Reaching products

Interaction in the shopInteraction with informal assistants; Interaction with shop assistants; Interaction with 'special' shop assistants; Concluding comments; Bibliography; 5 The lifeworld of accessible markets; Notions of disabled customers and accessibility; International business and civil society's perspectives on disabled customers; National business' perspectives on disabled customers; National civil society's perspectives on disabled customers; International stakeholders' perspectives on accessibility; National stakeholders' perspectives on accessibility; The role of policy discourse

Disability and Shopping:Customers, Markets and the Stateprovides an examination of the diverse experiences and perspectives of disabled customers, industry and civil society. It discusses how the interaction between the three stakeholders should be shaped at aiming to decrease inequality and marginalisation. Shopping is a part of everyday modern life and yet businesses struggle to adequately meet the needs of 80 million disabled customers in the European Union single market. While there has been extensive research into how individuals engage in customer roles and experience, and how businesses and policies both shape and respond to these, little is known of the same dynamics and practices regarding people with impairments. This book addresses this need by revealing the perspectives, interactions and experiences of disabled customers and their interaction with policy and business. It will be required reading for all scholars and students of disability studies, sociology, marketing and customer relations.

OCLC-licensed vendor bibliographic record.