Disability and Shopping: Customers, Markets and the State

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 practice
		Useless 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 market
		Disabled 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 lifeworld
	Access 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 shop
		Interaction 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
		Global regulations
		EU instruments
		National policies
	The role of business practice
		Accessibility, expenditures and profit
		Corporate social responsibility
		Product accessibility information
		Trainings
	Concluding comments
	Bibliography
6 Access to the discourse and power relations
	Formulating the discourse: internal processes
		Stakeholder position: international perspectives
		Stakeholder position: national perspectives
		Stakeholder position and disabled customers
	Formulating the discourse: public sphere
		Communication and a common goal
		Communication and strategic goals
		Communication and awareness
	Concluding comments
	Bibliography
7 Summary and conclusions
	Book overview
	What are the experiences of disabled people as customers in the mainstream private retail markets and their perspectives towards accessibility?
	How do stakeholders of the European single market for ICT products perceive disabled people as customers, and what factors shape their knowledge and positions?
	How do private business and civil society engage into communication and collaborative innovation to create more accessible EU single market and facilitate disabled customers’ participation?
	Way forward
	Bibliography
Index