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Through adoption of the psycho-emotional model of disability, this study aims to offer consumer research insight into how the marketplace internally oppresses and psycho-emotionally disables consumers living with impairment.

This paper draws insight from the interview data of a wider two-year interpretive research study investigating access barriers to marketplaces for consumers living with impairment.

The overarching contribution offers to consumer research insight into how the marketplace internally oppresses and psycho-emotionally disables consumers living with impairment. Further contributions offered by this paper: unearth the emotion of fear to be central to manifestations of psycho-emotional disability; reveal a broader understanding of the marketplace practices, and core perpetrators, that psycho-emotionally disable consumers living with impairment; and uncover psycho-emotional disability to extend beyond the context of impairment.

This study adopts a UK-only perspective. However, findings uncovered that the model of psycho-emotional disability has wider theoretical value to marketing and consumer research beyond the context of impairment.

The insight offered into the precise marketplace practices that disable consumers living with impairment leads this paper to call for a revising of disability training within marketplace and service contexts.

Extending current consumer research and consumer vulnerability research on disability, the empirical adoption of the psycho-emotional model of disability is a fruitful framework for extrapolating insight into marketplace practices that internally oppress and psycho-emotionally disable consumers living with impairment.

The purpose of this paper is to demonstrate the implementation of modern technology by using a web camera to facilitate a family intervention (e‐FI) in the treatment of schizophrenia, within a forensic service.

A case study using questionnaire tools to measure outcome variables from the web‐based family intervention was used. Pre‐, mid‐ and post‐treatment scores were compared to present the progression of outcomes throughout the study.

This study provides an account of the successful implementation of a web camera facilitated family intervention in a forensic service. The findings showed improved social, emotional and practical outcomes for the family involved. The ease and acceptability of using the technique is demonstrated.

This study presents a novel application in utilising a web camera to implement family intervention within forensic services with successful outcomes.

Issues raised here are drawn from the findings of a housing investigation that explored harassment and abuse of older tenants in the private rented sector. The project examined older people's experiences and raised important links between health and housing. The article highlights financial abuse directed towards these older people and examines implications for professionals and agencies.

Based on a case study of the ‘regeneration’ of the ‘Five Estates’ of Peckham, a neighbourhood located in south-east London, this chapter considers the social implications of urban ‘regeneration’ processes from an anthropological perspective centred on concepts of waste and value and highlights the emotional turmoil and personal disruption that individuals affected by regeneration plans routinely experience.

An ethnographic approach is used based on participant observation, unstructured and semi-structured interviews as well as limited archival research. Life histories are central to the methodology and these result in the substantial use of long quotes from respondents, to highlight the ways in which they framed the issues as well as their opinions.

The chapter shows how urban regeneration processes that involve displacements and demolitions deeply affect the lives of estate residents. In juxtaposing the voices and experiences of local politicians, officers and residents it sheds light on the ways in which the values and interests of some individuals — those invested with more power, ultimately — ended up shaping regenerated landscapes. At the same time, the homes and communities valued by the residents who lived in them were demolished, removed and destroyed. They were wasted, literally and symbolically, erased from the landscape, their claims to it denied and ultimately forgotten.

The chapter highlights how while the rhetoric of regeneration strives to portray these developments as improvement and renewal, the ethnographic evidence shows instead the other side of urban regeneration as wasting both communities and urban landscapes resulting in ‘state-led gentrification’.

Thinking about regeneration and recycling through waste and value allows us to consider these processes in a novel way: at a micro level we can look at the ways in which individuals attribute to and recognise value in different sets of objects and social relationships. At the macro level we can then observe how the power dynamics that shaped the situation resulted in only a specific view and set of values to be enacted and respected, while all others were silenced, wasted and literally expelled from Peckham.

This paper considers the challenges and solutions in relation to older lesbian, gay, bisexual and trans (LGB&T) housing in the UK. The purpose of this paper is to identify the key housing issues and concerns affecting older LGB&T people in the UK, and ways in which these might be addressed.

This is a practical discussion which focusses on the issues of policies and provision in relation to older LGB&T housing in the UK, both specialist and mainstream housing.

There is a growing body of literature from both the voluntary sector and academic researchers highlighting the housing issues affecting older LGB&T people. There is a need for both specialist and appropriate mainstream housing provision. However, policy and funding issues constrain the creation and/or development of such provision.

Policy makers and housing providers in the UK need to address, and meet, the diverse housing needs of older LGB&T people.

Until their housing needs are met, many older LGB&T people remain concerned about their housing futures, and may end up living in housing which is not their preference and which is not suitable for them.

This paper is the first to provide a comprehensive overview of the work of Stonewall Housing’s network for older LGB&T people, and the challenges and solutions which have been identified in relation to their housing issues and concerns.

The purpose of this paper is to explore the reasons why customers often cannot or do not exit a negative service encounter (lock-in) and to discuss how this affects their well-being and coping responses. This contributes to the research on how negative service encounters emerge and evolve and how such encounters impact customer well-being and subsequent responses.

An inductive, exploratory approach was used. Interviews with 20 service customers yielded over 90 detailed lock-in experiences across 25 different services. A multi-step, iterative coding process was used with a mixture of coding techniques that stem from a grounded theory approach.

Four categories of factors that caused customers to endure a negative event were identified (physical lock-in, dependency on the service, social lock-in and psychological lock-in). Customers either experienced inner turmoil (if they perceived having the option to stay or leave) or felt captive; both impacted their well-being and coping strategies in different ways. Three characteristics of negative events that caused lock-in to persist over time were identified.

This is a qualitative study that aims to identify factors behind customer lock-in, reduced well-being and coping strategies across different types of service encounters. Future research may build on these themes to investigate lock-in during specific service encounters in greater depth.

This research provides insights regarding how service providers can anticipate lock-in situations. In addition, the findings point to several ways in which frontline employees can assist customers with the coping process, during lock-in.

Customer lock-in during a service encounter is a common, yet unexplored phenomenon. This research contributes to a better understanding of why customers endure negative events and how such perceptions are reflected in their experiences and behaviors.

This chapter revolves around a Zoom conversation between Tim Martindell and Cheryl Craig to which Chestin T. Auzenne-Curl added field-based evidence and reflective comments. The exchange between Martindell and Craig had to do with how Tim facilitated the Writers in the Schools (WITS) writers in conjunction with Tina and Maryann who led the WITS Collaborative. The embedded snapshots and excerpts stemmed from the field notes we accumulated during the life of the project. The conversation discusses some of the fine points of facilitation as well as the boundary areas where what unfolds fringes on the unknown. Near the end, hope for the future is discussed.

The author explores the contemporary logics of branding and authenticity among contestants in the reality television show, RuPaul’s Drag Race. In the chapter, the author points to the inherent tension in performing a drag persona that is perceived as authentic by audiences whilst at the same time looking to take advantage of any financial opportunities that being on the show may generate. This tricky balancing act is examined in relation to the case of the drag persona, Tina Burner, who was criticised for not being authentic enough and overbranding herself. The chapter highlights the competing demands that contestants on a high-profile reality show must deal with and the difficulty of deciding ‘when to keep it real in reality TV’.