title: The role of the sense of entitlement for Russian consumers’ behavior
metadata.name: dc.contributor.author
metadata.value: Berezka, Svetlana M.
metadata.lang: -
metadata.name: dc.contributor.author
metadata.value: Demidova, Daria A.
metadata.lang: -
metadata.name: dc.date.accessioned
metadata.value: 2021-03-11T10:51:01Z
metadata.lang: -
metadata.name: dc.date.available
metadata.value: 2021-03-11T10:51:01Z
metadata.lang: -
metadata.name: dc.date.issued
metadata.value: 2020-12
metadata.lang: -
metadata.name: dc.identifier.citation
metadata.value: Berezka S. M., Demidova D. A. 2020. The role of the sense of entitlement for Russian consumers’ behavior. Vestnik of Saint Petersburg University. Management 19 (4): 407–429.
metadata.lang: en_GB
metadata.name: dc.identifier.other
metadata.value: https://doi.org/10.21638/11701/spbu08.2020.401
metadata.lang: -
metadata.name: dc.identifier.uri
metadata.value: http://hdl.handle.net/11701/25358
metadata.lang: -
metadata.name: dc.description.abstract
metadata.value: This study aims to identify the sense of entitlement of Russian consumers’ behavior in customer
  loyalty programs context. It describes the consumer sense of entitlement concept and its application
  to consumer behavior research based on an extensive literature review. Consumer sense of
  entitlement refers to the extent to which a customer expects special treatment from the company.
  According to foreign research, consumer sense of entitlement as a personality trait remains stable
  over time and relatively invariant across other factors, and a situational response to the company’s
  actions affects consumer behavior including the personal style of interaction and their
  expectations. The paper includes an empirical study of the sense of entitlement of Russian consumers, who are representatives of generations Y and Z. The analysis was conducted on the data
  collected through a quantitative online survey on the consumer attitude and expectations of airline
  services. As a result of factor analysis and structural equation modeling, key components of
  consumer sense of entitlement such as demanding behavior and distinction have been revealed.
  Th e interrelation with loyalty and complaint behavior was identified for two groups of respondents,
  namely the members of customer loyalty programs and non-members. The authors revealed
  the positive impact of consumer sense of entitlement on voicing complaints for both groups of
  respondents and the positive influence of loyalty on the demanding behavior of respondents who
  do not participate in loyalty programs. The article represents an initialattempt to examine the
  Russian consumers’ sense of entitlement.
metadata.lang: en_GB
metadata.name: dc.description.sponsorship
metadata.value: This research has been conducted within the applied research project “Development of Multifactor
  Model to Improve Innovative Companies Competitiveness in the Digital Transformation Age” as a part of
  the HSE Faculty of Business and Management Research Program (protocol No. 5, 19.06.2020) in 2020–2021.
metadata.lang: en_GB
metadata.name: dc.language.iso
metadata.value: ru
metadata.lang: en_GB
metadata.name: dc.publisher
metadata.value: St Petersburg State University
metadata.lang: en_GB
metadata.name: dc.relation.ispartofseries
metadata.value: Vestnik of St Petersburg University. Management;Volume 19; Issue 4
metadata.lang: -
metadata.name: dc.subject
metadata.value: sense of entitlement
metadata.lang: en_GB
metadata.name: dc.subject
metadata.value: consumer behavior
metadata.lang: en_GB
metadata.name: dc.subject
metadata.value: customer loyalty
metadata.lang: en_GB
metadata.name: dc.subject
metadata.value: complaint behavior
metadata.lang: en_GB
metadata.name: dc.title
metadata.value: The role of the sense of entitlement for Russian consumers’ behavior
metadata.lang: en_GB
metadata.name: dc.type
metadata.value: Article
metadata.lang: en_GB
resources.filename: 407-429.pdf
resources.url: https://dspace.spbu.ru/bitstream/11701/25358/1/407-429.pdf
resources.format: Adobe PDF
resources.size: 320,97 kB