Original scientific paper

https://doi.org/10.5552/drvind.2025.0277

Unethical Practices in Furniture Sales: Consumer Experiences and Recommendations for Responsible Business

Miriam Olšiaková orcid.org/0000-0002-3137-1774 ; Technical University in Zvolen, Zvolen, Slovakia
Erika Loučanová ; Technical University in Zvolen, Zvolen, Slovakia

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.

Keywords

furniture industry; unethical practices; correlation analysis; cluster analysis

Hrčak ID:

341079

URI

https://hrcak.srce.hr/341079

Publication date:

30.5.2026.

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