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AbstractThis 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).
PublisherUniversity of Wolverhampton
Series/Report no.Working paper
CollectionsManagement Research Centre
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Consumer Protection Awareness in South AfricaMason, Roger B. (World Research Organization, 2007)This paper addresses the lack of knowledge about awareness of consumer protection in South Africa, especially amongst disadvantaged consumers. Literature shows that there is a high correlation between the level of economic development and the awareness of consumer rights. The more developed a country is, the more aware its people will be in terms of their consumer rights. The less developed a country is, the lower the level of consumer rights awareness consumers will have. Consumers, like any other citizens of a country, have a right to be protected by the law. Private and nongovernmental organisations and the consumer councils should to ensure that the interests and rights of consumers are well protected. The study involved a literature review and an exploratory empirical study into the effect of income and education on awareness of consumer protection by a sample of Durban consumers. A strong, positive relationship between consumer protection awareness and income and education was found. Recommendations for actions which should improve consumer protection awareness amongst low income, poorly educated consumers, are suggested in, this study, while, further research to develop a deeper understanding of the problem, and are also suggested.
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Generation Z consumers' expectations of interactions in smart retailing: A future agendaPriporas, Constantinos-Vasilios; Stylos, Nikolaos; Fotiadis, Anestis K. (Elsevier, 2017-01)Retailing is witnessing a transformation due to rapid technological developments. Retailers are using smart technologies to improve consumer shopping experiences and to stay competitive. The biggest future challenge for marketing and consequently for retailing seems to be generation Z, since members of this generation seem to behave differently as consumers and are more focused on innovation. The aim of this paper is to explore Generation Z consumers' current perceptions, expectations and recommendations in terms of their future interactions in smart retailing contexts. To do so, we used a qualitative approach by conducting a series of semi-structured in depth interviews with 38 university students-consumers in the UK market. The findings showed that smart technologies have a significant influence on generation Z consumers' experiences. Moreover, this particular group of consumers expects various new devices and electronic processes to be widely available, thus offering consumers more autonomy and faster transactions. In addition, they expect the technology to enable them to make more informed shopping decisions. Interviewees also stressed the importance of training consumers how to use new smart retailing applications. In addition, some of the participants were sceptical about the effects of further advancing smart retailing on part of the job market. Relevant theoretical and practical implications are also provided.