How can retailers enhance accessibility: Giving consumers with visual impairments a voice in the marketplace

Stacey Menzel Baker, Debra Lynn Stephens, Ronald Paul Hill

Research output: Contribution to journalArticle

43 Citations (Scopus)

Abstract

Marketplace accessibility is a global issue; one that is important to nations, businesses (large and small), and consumers throughout the world. This paper explores visually impaired consumers' perceptions of marketplace accessibility in the United States, since the enactment of the American with Disabilities Act (ADA) in 1990. It reveals what has been accomplished thus far, and what needs to be done. The paper begins with a brief description of different types of visual impairments and is followed by an explanation of marketplace accessibility, including Title III regulations of the ADA and previous studies examining the issue. A qualitative study, which explores accessibility experiences of consumers with visual impairments, is then described and results are presented. The paper concludes by presenting a set of managerial guidelines that are believed to enhance the quality of face-to-face interactions between service personnel and/or salespeople and their customers with visual impairments.

Original languageEnglish
Pages (from-to)227-239
Number of pages13
JournalJournal of Retailing and Consumer Services
Volume9
Issue number4
DOIs
StatePublished - 2002
Externally publishedYes

Fingerprint

Retailers
Accessibility
Visual impairment
Americans with Disabilities Act
Salespeople
Consumer perceptions
Qualitative study
Interaction
Enactment
Personnel

All Science Journal Classification (ASJC) codes

  • Marketing

Cite this

How can retailers enhance accessibility : Giving consumers with visual impairments a voice in the marketplace. / Menzel Baker, Stacey; Stephens, Debra Lynn; Hill, Ronald Paul.

In: Journal of Retailing and Consumer Services, Vol. 9, No. 4, 2002, p. 227-239.

Research output: Contribution to journalArticle

@article{5324e9ac38a240cf89b6117ec3633d63,
title = "How can retailers enhance accessibility: Giving consumers with visual impairments a voice in the marketplace",
abstract = "Marketplace accessibility is a global issue; one that is important to nations, businesses (large and small), and consumers throughout the world. This paper explores visually impaired consumers' perceptions of marketplace accessibility in the United States, since the enactment of the American with Disabilities Act (ADA) in 1990. It reveals what has been accomplished thus far, and what needs to be done. The paper begins with a brief description of different types of visual impairments and is followed by an explanation of marketplace accessibility, including Title III regulations of the ADA and previous studies examining the issue. A qualitative study, which explores accessibility experiences of consumers with visual impairments, is then described and results are presented. The paper concludes by presenting a set of managerial guidelines that are believed to enhance the quality of face-to-face interactions between service personnel and/or salespeople and their customers with visual impairments.",
author = "{Menzel Baker}, Stacey and Stephens, {Debra Lynn} and Hill, {Ronald Paul}",
year = "2002",
doi = "10.1016/S0969-6989(01)00034-0",
language = "English",
volume = "9",
pages = "227--239",
journal = "Journal of Retailing and Consumer Services",
issn = "0969-6989",
publisher = "Elsevier Limited",
number = "4",

}

TY - JOUR

T1 - How can retailers enhance accessibility

T2 - Giving consumers with visual impairments a voice in the marketplace

AU - Menzel Baker, Stacey

AU - Stephens, Debra Lynn

AU - Hill, Ronald Paul

PY - 2002

Y1 - 2002

N2 - Marketplace accessibility is a global issue; one that is important to nations, businesses (large and small), and consumers throughout the world. This paper explores visually impaired consumers' perceptions of marketplace accessibility in the United States, since the enactment of the American with Disabilities Act (ADA) in 1990. It reveals what has been accomplished thus far, and what needs to be done. The paper begins with a brief description of different types of visual impairments and is followed by an explanation of marketplace accessibility, including Title III regulations of the ADA and previous studies examining the issue. A qualitative study, which explores accessibility experiences of consumers with visual impairments, is then described and results are presented. The paper concludes by presenting a set of managerial guidelines that are believed to enhance the quality of face-to-face interactions between service personnel and/or salespeople and their customers with visual impairments.

AB - Marketplace accessibility is a global issue; one that is important to nations, businesses (large and small), and consumers throughout the world. This paper explores visually impaired consumers' perceptions of marketplace accessibility in the United States, since the enactment of the American with Disabilities Act (ADA) in 1990. It reveals what has been accomplished thus far, and what needs to be done. The paper begins with a brief description of different types of visual impairments and is followed by an explanation of marketplace accessibility, including Title III regulations of the ADA and previous studies examining the issue. A qualitative study, which explores accessibility experiences of consumers with visual impairments, is then described and results are presented. The paper concludes by presenting a set of managerial guidelines that are believed to enhance the quality of face-to-face interactions between service personnel and/or salespeople and their customers with visual impairments.

UR - http://www.scopus.com/inward/record.url?scp=0036317362&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=0036317362&partnerID=8YFLogxK

U2 - 10.1016/S0969-6989(01)00034-0

DO - 10.1016/S0969-6989(01)00034-0

M3 - Article

AN - SCOPUS:0036317362

VL - 9

SP - 227

EP - 239

JO - Journal of Retailing and Consumer Services

JF - Journal of Retailing and Consumer Services

SN - 0969-6989

IS - 4

ER -