Marketing and Public Accommodation: A Retrospective on Title III of the Americans with Disabilities Act

Baker, Stacey Menzel; Kaufman‐Scarborough, Carol

doi:10.1509/jppm.20.2.297.17370

Cited by 46 publications

(42 citation statements)

References 12 publications

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“…Public access was just beginning through providers such as CompuServe and MCI Mail (Federal Communications Commission, 2004), and online retail sales had not begun. Title III of the ADA focused on access at physical places, that is, places of "public accommodations and commercial facilities" such as restaurants, movie theaters, shopping centers, and schools where barriers were easily identifiable (Baker and Kaufman-Scarborough, 2001;Stephens and Bergman, 1995). The resulting regulations concentrated on physical access, mandating specific ramp designs, automated doors, and parking spaces.…”

Section: Introductionmentioning

confidence: 99%

Expanding opportunities for online shoppers with disabilities

Childers

Kaufman‐Scarborough

2009

Journal of Business Research

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Section: Introductionmentioning

confidence: 99%

Expanding opportunities for online shoppers with disabilities

Childers

Kaufman‐Scarborough

2009

Journal of Business Research

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“…and wheelchair users (e.g. Milligan, 1998), indicate that experiences of vulnerability and social exclusion may, for example, arise from lack of access to shopping opportunities and that the logistical elements of the marketplace are not necessarily designed for people with physical disabilities (Baker & Kaufman-Scarborough, 2001). Sociologists and cultural geographers have, for example, emphasised that disabled persons are often pushed out of the mainstream and are socialised to "know their place" (Kitchen, 1998, p. 347), and to accept poorer shopping opportunities through being taught patterns of self-shame, self-blame and self-doubt (Wendall, 1989).…”

Section: Grocery Shopping: Actual Vulnerability Versus Unmet Needsmentioning

confidence: 99%

Consumer vulnerability and the transformative potential of Internet shopping: An exploratory case study

Elms

Tinson

2012

Journal of Marketing Management

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Abstract10 million individuals in the UK who suffer from long-term illness, impairments or disability can be considered as vulnerable consumers (Office for Disability Issues, 2010). Despite this, there are few studies on the use of the Internet for grocery shopping by the disabled and none which offers an understanding of the multiple facets of consumer vulnerability. The purpose of this study is to contextualise the use of the Internet for grocery shopping using an exploratory case to provide fresh insights into the 'actual' vulnerability of "Danni" -a disabled housewife and mother. The consumer focussed methods used here were combined multiple complementary approaches. The findings illustrate that whilst the use of the Internet reduces the impracticalities of shopping in-store, the normalcy afforded to Danni through shopping in-store (including her sense of self) was not met by the technological offerings. The paradoxes associated with using online provision and the strategies adopted to manage these by Danni demonstrate engagement/disengagement and assimilation/isolation. Policy implications and insights for retailers are provided.

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“…Consumers with disabilities, like other consumers, want good customer service: to be greeted and offered help, to have knowledgeable and friendly sales staff, and to have service tailored to their needs (Baker et al, 2007). However, retailers are more likely to implement inexpensive, ''reactive'' strategies performed by sales associates (Baker and Kaufman-Scarborough, 2001), which might not address the needs of consumers with disabilities.…”

Section: Overview Of the Service Environment For Consumers With Disabmentioning

confidence: 99%

“…The recent 20th anniversary of the ADA is an appropriate time to more fully evaluate perceptions of people with disabilities regarding retail service quality, as to whether retailers are fully addressing their needs (e.g., Baker et al, 2007Baker et al, , 2002Baker and Kaufman-Scarborough, 2001;Kaufman-Scarborough, 1999;Kaufman-Scarborough and Baker, 2005). There is much at stake for retailers, since the market size of people with disabilities is substantial and likely to increase.…”

Section: Introductionmentioning

confidence: 99%