Disabled Consumers and the Shopping Experience ― Customers, Markets, Rights and the State

The UN Convention on the Rights of Persons with Disabilities requires states to ensure that private entities that offer facilities and services which are open or provided to the public take into account all aspects of accessibility for persons with disabilities. 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 provides an examination of the diverse experiences and perspectives of disabled customers, industry and civil society, and discusses how the interaction between the three stakeholders should be shaped at aiming to decrease inequality and marginalisation. It will be required reading for all scholars and students of disability studies, sociology, mobility studies, marketing and customer relations.