Purpose – This paper considers the notion of consumer empowerment across the financial, legal and medical service sectors in the UK. Although the advent of the internet is generally seen as potentially enabling consumer empowerment, theoretical papers divide on the question of efficacy. On the...

Purpose – The purpose of this paper is to question the taken for granted assumptions that underpin a liberal or lay view of consumer empowerment implicit to this special edition. In particular, the idea that it benefits consumers to have more choice is questioned. Design/methodology/approach...

Purpose – To delineate the range of consumer responses to life‐conditions where sustained powerlessness is experienced. To provide a framework to understand the ways in which these consumers try to reclaim degrees of self‐empowerment and wellbeing. Design/methodology/approach – Goffman's...

Purpose – Several trends such as improved access to health care information via the internet, the growth of self‐help groups and expenditure on alternative medicine signals consumers are taking an active role in their own health management. Chronic illnesses such as diabetes and asthma...