... of the retail environment include Baker et al. (2007) , who investigated elements in the retail environment that communicate a message of inclusion or exclusion to shoppers with disability, and others focused on specific disabilities (e.g. hearing-impaired shoppers; Dehling, 2023 ; Beudaert et...

...Anthony Beudaert; Hélène Gorge; Maud Herbert Purpose The purpose of this study is both to explore how people with “hidden” auditory disorders experience exclusion in servicescapes and to unfold the coping strategies they set up to deal with it. Design/methodology/approach Findings from 15 semi...