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Are consumers with disabilities receiving the services they need?

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  • Goodrich, Kendall
  • Ramsey, Rosemary

Abstract

People with disabilities in the U.S. command a buying power of $220 billion. This study combines service quality theory and disability orientation theory to focus on perceived service quality for this segment, with attribution theory providing a connecting framework. The results show that there is much room for improvement. A survey among people with disabilities reveals that retailers are rated lower on accessibility than on traditional service quality dimensions. Furthermore, feelings of disability pride and social activism (mediated by a sense of exclusion) significantly affect ratings of accessibility. Service “intangibles†such as assurance and empathy have the greatest positive effect on service quality ratings, which in turn significantly affect purchase intention (mediated by customer satisfaction). Implications and research issues are discussed.

Suggested Citation

  • Goodrich, Kendall & Ramsey, Rosemary, 2012. "Are consumers with disabilities receiving the services they need?," Journal of Retailing and Consumer Services, Elsevier, vol. 19(1), pages 88-97.
    • Handle: RePEc:eee:joreco:v:19:y:2012:i:1:p:88-97
    DOI: 10.1016/j.jretconser.2011.09.004
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    References listed on IDEAS

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    1. Ajzen, Icek, 1991. "The theory of planned behavior," Organizational Behavior and Human Decision Processes, Elsevier, vol. 50(2), pages 179-211, December.
    2. Calder, Bobby J & Phillips, Lynn W & Tybout, Alice M, 1982. "The Concept of External Validity," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 9(3), pages 240-244, December.
    3. Babakus, Emin & Boller, Gregory W., 1992. "An empirical assessment of the SERVQUAL scale," Journal of Business Research, Elsevier, vol. 24(3), pages 253-268, May.
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    Cited by:

    1. Cerdan-Chiscano, Monica & Darcy, Simon, 2024. "Managing the co-creation of accessible and inclusive family recreation retail encounters: A critical incident analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    2. Radosław Wolniak & Bożena Skotnicka-Zasadzień, 2021. "Improvement of Services for People with Disabilities by Public Administration in Silesian Province Poland," Sustainability, MDPI, vol. 13(2), pages 1-26, January.
    3. Kendall Goodrich & Rosemary Ramsey, 2013. "Do people with disabilities feel excluded? Comparision of learning and physical disabilities," Journal of Community Positive Practices, Catalactica NGO, issue 3, pages 74-87.

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