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Wolverhampton Intellectual Repository and E-Theses > Business School > Management Research Centre  > Has the Russian consumers' attitude changed in recent years?

Please use this identifier to cite or link to this item: http://hdl.handle.net/2436/11412
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Title: Has the Russian consumers' attitude changed in recent years?
Authors: Sullivan, Vivienne
Adamson, Ivana
Publisher: University of Wolverhampton
Issue Date: Jun-1999
URI: http://hdl.handle.net/2436/11412
Additional Links: http://www.wlv.ac.uk/PDF/uwbs_WP005-99%20Sullivan.pdf
Abstract: This study examined consumers in the post-Soviet Russia and their willingness to make effective consumer choices. A sample of consumers (n=79) took part and were asked to explore the concept of ‘consumer rights’. They were asked to report an incident in which they complained about an unsatisfactory product or service, to describe the outcome of the complaint, and provided the outcome of the complaint was unsatisfactory, and how they resolved the problem. Finally, the sample was asked to discuss the Russian product/service providers’ attitudes towards customer complaints. The results suggest that the concept of ‘consumer rights’ does not have much meaning for the majority of Russians, and no statistically significant differences based on age or education were found. However, gender differences were found to be statistically significant (F=3.089,p<.05).
Type: Working Paper
Language: en
Keywords: Post-Soviet Russia
Consumer choice
Consumer rights
Russian consumers
Consumer attitudes
Series/Report no.: Working paper
WP005/99
ISSN: 1363-6839
Appears in Collections: Management Research Centre

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