Consumer activism in the Czech Republic: the role of exit and voice in a changing economy |
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| Affiliation: | 1. Nanyang Business School, Nanyang Technological University, Singapore;2. Institute on Asian Consumer Insight, Singapore;3. Ross School of Business, University of Michigan, Ann Arbor, MI, USA;1. School of Banking and Finance, University of New South Wales, UNSW, Sydney, NSW 2052, Australia;2. University of Melbourne, 198 Berkeley Street, Carlton 3053, VIC, Australia;3. Erasmus School of Economics and University of Melbourne, Burg. Oudlaan 50, 3000DR Rotterdam, The Netherlands;1. Rennes School of Business, Rennes, France;2. Kent Business School, University of Kent, United Kingdom |
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| Abstract: | The question “Are consumers actively pursuing their market responsibilities in transforming economies?” is at the center of this article. It reports on a study of Czech consumers using Hirschman's “exit/voice” theory. The research focuses on what actions consumers, who had never experienced the freedom to express complaints, would take when confronted with market disappointments and failures. Analysis of a randomized cross section of consumers indicates that they acknowledge their responsibility to the market by going beyond the choice stage of consumption and actively giving voice to their concerns to retailers and manufacturers. This evidence represents the first milestone describing consumer voice behavior in a transforming economy. |
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