Customer relationship in the Russian e-commerce market
Differences between the conventional physical markets and e-commerce question the validity of the established models used for e-commerce, especially in the case of emerging markets. The Internet audience in Russia is 66.5 million people and the Russian market has the biggest online audience in Europe. However the e-commerce development in the Russian markets is now well examined in the existing literature, there is little empirical research concerning relationship with customers on this market. The main goal of this paper is to explore the customer relationship in the e-commerce market in Russia. To reach this goal empirical data were used. 30 in-depth interviews with representatives of Russian internet businesses conducted in 2012 and in 2015.