Retail Markets and Mystery Shoppers

Including consumers with disability in the retail environment is the subject of this extended paper. It tracks the development of the methodology of using mystery shoppers as a way of overcoming the difference between observed interactions and reported behaviour after the fact.  Also discussed is how legal and policy terminology places people with disability  in a ‘vulnerable’ category and further entrenches this view: “Experiences, emotions, expectations, abilities, and habitus in general become pressed to the bottom (Edgar, 2006) by the prevailing understanding of disabled customers as important, sensitive, and needing protection social concern (Baker et al., 2005).”

The full title of the paper is, DREAM work package: Enhancing the Rights of People with Disabilities as Consumers of retails services available to the public  and is published by the University of Leeds.