IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v19y2012i1p88-97.html
   My bibliography  Save this article

Are consumers with disabilities receiving the services they need?

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S096969891100097X
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2011.09.004?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    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.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    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.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Chan, Kai-Ying & Oerlemans, Leon A.G. & Volschenk, Jako, 2015. "On the construct validity of measures of willingness to pay for green electricity: Evidence from a South African case," Applied Energy, Elsevier, vol. 160(C), pages 321-328.
    2. Mohammed Aminu Sualihu & M. Arifur Rahman & Zakiya Tofik-Abu, 2017. "The Payment Behavior of Water Utility Customers in the Greater Accra Region of Ghana: An Empirical Analysis," SAGE Open, , vol. 7(3), pages 21582440177, September.
    3. Prami Sengupta & Randall Cantrell, 2021. "Context Matters: The effects of budgetary and knowledge constraints on residential energy conservation," Journal of Environmental Studies and Sciences, Springer;Association of Environmental Studies and Sciences, vol. 11(4), pages 561-573, December.
    4. Anable, Jillian & Gatersleben, Birgitta, 2005. "All work and no play? The role of instrumental and affective factors in work and leisure journeys by different travel modes," Transportation Research Part A: Policy and Practice, Elsevier, vol. 39(2-3), pages 163-181.
    5. Rakesh Kumar & Shalini Shukla, 2022. "Creativity, Proactive Personality and Entrepreneurial Intentions: Examining the Mediating Role of Entrepreneurial Self-efficacy," Global Business Review, International Management Institute, vol. 23(1), pages 101-118, February.
    6. Maria Andersson & Ola Eriksson & Chris Von Borgstede, 2012. "The Effects of Environmental Management Systems on Source Separation in the Work and Home Settings," Sustainability, MDPI, vol. 4(6), pages 1-17, June.
    7. Tran Huy Phuong & Thanh Trung Hieu, 2015. "Predictors of Entrepreneurial Intentions of Undergraduate Students in Vietnam: An Empirical Study," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 5(8), pages 46-55, August.
    8. Clara Cardone-Riportella & María José Casasola-Martinez & Isabel Feito-Ruiz, 2014. "Do Entrepreneurs Come From Venus Or Mars? Impact Of Postgraduate Studies: Gender And Family Business Background," Working Papers 14.04, Universidad Pablo de Olavide, Department of Financial Economics and Accounting (former Department of Business Administration), revised Sep 2014.
    9. Peng Cheng & Zhe Ouyang & Yang Liu, 0. "The effect of information overload on the intention of consumers to adopt electric vehicles," Transportation, Springer, vol. 0, pages 1-20.
    10. Ruijie Zhu & Guojing Zhao & Zehai Long & Yangjie Huang & Zhaoxin Huang, 2022. "Entrepreneurship or Employment? A Survey of College Students’ Sustainable Entrepreneurial Intentions," Sustainability, MDPI, vol. 14(9), pages 1-15, May.
    11. Alsalem, Amani & Fry, Marie-Louise & Thaichon, Park, 2020. "To donate or to waste it: Understanding posthumous organ donation attitude," Australasian marketing journal, Elsevier, vol. 28(3), pages 87-97.
    12. Pan, Jing Yu & Liu, Dahai, 2022. "Mask-wearing intentions on airplanes during COVID-19 – Application of theory of planned behavior model," Transport Policy, Elsevier, vol. 119(C), pages 32-44.
    13. Benoît Lécureux & Adrien Bonnet & Ouassim Manout & Jaâfar Berrada & Louafi Bouzouina, 2022. "Acceptance of Shared Autonomous Vehicles: A Literature Review of stated choice experiments," Working Papers hal-03814947, HAL.
    14. Jacqueline Ruth & Steffen Willwacher & Oliver Korn, 2022. "Acceptance of Digital Sports: A Study Showing the Rising Acceptance of Digital Health Activities Due to the SARS-CoV-19 Pandemic," IJERPH, MDPI, vol. 19(1), pages 1-16, January.
    15. Jariyasunant, Jerald & Carrel, Andre & Ekambaram, Venkatesan & Gaker, David & Sengupta, Raja & Walker, Joan L., 2012. "The Quantified Traveler: Changing transport behavior with personalized travel data feedback," University of California Transportation Center, Working Papers qt3047k0dw, University of California Transportation Center.
    16. Brown, Philip & Roper, Simon, 2017. "Innovation and networks in New Zealand farming," Australian Journal of Agricultural and Resource Economics, Australian Agricultural and Resource Economics Society, vol. 61(3), July.
    17. Teodora Roman, 2009. "Study regarding entrepreneurial intentions among students," THE YEARBOOK OF THE "GH. ZANE" INSTITUTE OF ECONOMIC RESEARCHES, Gheorghe Zane Institute for Economic and Social Research ( from THE ROMANIAN ACADEMY, JASSY BRANCH), vol. 18, pages 87-94.
    18. Messele Kumilachew Aga, 2023. "The mediating role of perceived behavioral control in the relationship between entrepreneurship education and entrepreneurial intentions of university students in Ethiopia," Journal of Innovation and Entrepreneurship, Springer, vol. 12(1), pages 1-18, December.
    19. Kristin Thomas & Evalill Nilsson & Karin Festin & Pontus Henriksson & Mats Lowén & Marie Löf & Margareta Kristenson, 2020. "Associations of Psychosocial Factors with Multiple Health Behaviors: A Population-Based Study of Middle-Aged Men and Women," IJERPH, MDPI, vol. 17(4), pages 1-17, February.
    20. Andreas Falke & Nadine Schröder & Claudia Hofmann, 2022. "The influence of values in sustainable consumption among millennials," Journal of Business Economics, Springer, vol. 92(6), pages 899-928, August.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:joreco:v:19:y:2012:i:1:p:88-97. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.