Year: 2025
Type: article
Study design: Observational Study
Abstract: Consumer satisfaction is closely tied to ethical business conduct, yet unethical sales practices remain prevalent in the furniture sector. This study, based on a survey conducted in Slovakia, identifies the most common unethical behaviours perceived by consumers – particularly misleading information about product quality and materials, unprofessional staff conduct, false discount claims, and refusal to accept legitimate complaints. The results indicate that these practices significantly affect consumer trust and satisfaction, especially among older or economically vulnerable groups. In response, the study recommends improving transparency in product communication, investing in staff training, and strengthening complaint resolution processes. These steps can enhance customer trust and build long-term loyalty in the furniture market. The research contributes to new empirical insights into consumer ethics, highlighting both systemic issues and actionable strategies for ethical improvement within the industry.
Source: Drvna industrija
Authors: Miriam Olšiaková, Erika Loučanová
Institution: Technická univerzita vo Zvolene
Language: English
Subfield: Information Systems and Management
Field: Decision Sciences
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W7115176404
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