This book provides a comprehensive coverage of Organisational Behaviour. It presents an overview of all aspects along with a strategic approach and international approach of Organisational Behaviour. Distinctive Features of the Book : Student-friendly approach Wide and comprehensive coverage, Integrated presentation of the text with boxes, figures, exhibits and tables, Numerous examples, Most recent developments in the subject are included, Customised and lucid language, and Covers the syllabi of Organisational Behaviour of various institutes and universities. Contents : 1. Introduction to Organisational Behaviour 2. Organisational Behaviour: Challenges and Opportunities 3. Fundamentals of Individual Behaviour 4. Values, Attitudes, Emotions, Moods and Job Satisfaction 5. Personality 6. Perception and Learning 7. Job Design and Flexible Job Environment 8. Motivation: Concepts and Theories 9. Motivation: Applications 10. Foundations of Group Behaviour 11. Team Work and Team Building 12. Group Conflicts and Negotiations 13. Communication 14. Counselling and Mentoring 15. Individual and Group Decision-Making 16. Leadership and Followership 17. Power and Politics 18. Organisational Theory 19. Organisational Design and Structure 20. Organisational Culture and Effectiveness 21. Organisational Change and Development 22. Stress Management 23. Strategic Organisational Behaviour 24. International Organisational Behaviour 25. Cases and Games Index

The overwhelming response from the students, lecturers, professors and heads of various Business Schools and Human Resource Management Departments/Divisions of various universities in India, Papua New Guinea and other countries to my earlier books, particularly Management and Organisational Behaviour, inspired me and my publishers to bring this customized book exclusively for Jawaharlal Nehru Technological University. The book is endowed with latest information and developments on management functions like perception, personality, motivation, leadership, groups and teams, communication, culture and stress in multiple modes like updated Text, Boxes, Figures, Tables, Exhibits and Cases. Book Content of Organisational Behaviour Introduction to Organisational Behaviour Managing Culture and Diversity INSERT INTO VALUES, Attitudes and Job Satisfaction Personality Perceptions and Learning Communication Motivation: Concepts and Theories Motivation: Application Foundation of Group Behaviour Group and Team Conflicts and Negotiations Decision-Making Power and Politics Stress Management Organisational Culture and Effectiveness Organisational Change and Development Leadership: Theories and Styles

From the Author of Modern Ironmaking and Steelmaking − A new equally enlightening addition in the field of Organisational Science and Management. Modern society is a society of organisations. It is a complex social web at the local, regional, national and international level to meet varied human needs. Now no body can live happily without getting involved in this web. No nation can progress without efficient organisational web. What is therefore primarily required is to acquire sufficient Organisational Intelligence Along with upcoming Fourth Wave Social Change Contents : 1. Introduction 2. Evolution 3. Oragnisationality 4. Varieties 5. Origin 6. Characteristics 7. Requirements 8. Models 9. Freedom 10. Psychology 11. Process 12. Leadership 13. Structural-types 14. Formation 15. Religious Organizations 16. Disciple-Syndrome 17. Hindu Social Syndrome 18. Neo-Religious Syndrome 19. Growth 20. Inspiration 21. Perception, Judgment, Decision and Implementation 22. Decay and Decimation 23. Consultants and Advisors 24. Visioning, Forecasting and Futuring 25. Reform Trends 26. Fourth Wave Evolution 27. Corporate Social Responsibility Appendix Subject Index Person Sanskrit in Devnagari Script

Contents - 1. What is Organizational Behaviour? 2. Foundations of Individual Behaviour 3. Attitudes and Job Satisfaction 4. Personality and Values 5. Perception and Individual Decision Making 6. Motivation Concepts 7. Motivation: From Concept of Applications 8. Emotions and Moods 9. Foundations of Group Behaviour 10. Understanding Work Team 11. Communication 12. Basic Approach to Leadership 13. Contemporary Issues in Leadership 14. Power and Politics 15. Conflict and Negotiation 16. Foundation of Organizational Structure 17. Organizational Culture 18. Human Resource Policies and Practices 19. Organizational Change and Stress Management 20. Motivation in Action 21. Resolving Disputes 22. Organizations 23. Organizational Culture, Creativity and Innovation 24. International Organizational Behaviour

Rural Marketing is much talked and less practiced subject needing serious attention from all stake holders. A detailed all in one book was very essential for Indian students of PG level in management, Agriculture, Commerce and competitive examinations like IAS. The book broadly covers following specialties: - Rural environment, socio-cultural and ethos. - Problems associated with rural sector and changing scenario. - Strategies for marketing of consumer goods and FMCG in rural sector. - Strategies for marketing of rural produce in towns, cities and exports. - Marketing of outputs of Agro-industries, forestry, poultry, animal husbandry and handicrafts. - Role of co-operatives, government bodies and financial institutions. - Development of food industries, productivity, efficiency, excellence in rural India. - Case studies, statistics and real world examples are covered in each chapter. Contents : Rural Environment 1. Overview of Marketing Management 2. Rural Marketing − Definition & Scenario Rural Marketing 3. Rural Demand and Rural Market Index 4. Market Forces and Price Determination 5. Problems in Rural Marketing 6. Markets and Market Structure 7. Marketing Agricultural Input 8. Marketing of Consumer Durables 9. Rural Marketing Strategies 10. Marketing of Farm Inputs Agricultural Marketing 11. Agricultural Marketing − Definition and Scope 12. Agricultural Marketing and Economic Development 13. Producer`s Surplus of Agricultural Commodities 14. Projection of Demand and Supply of Farm Product 15. Scientific Marketing of Farm Products 16. Risk Management and Futures Market 17. Marketing of Farm Products 18. Transportation of Farm Products 19. Grading and Standardization 20. Storage and Warehousing 21. Processing 22. Market Information 23. Food Processing and Manufacturing 24. Marketing Agencies and Institutions 25. Traditional Agricultural Marketing System 26. Integration, Efficiency, Cost and Price Spread 27. Training, Research and Statistics in Agricultural Marketing 28. External Trade in Agricultural Products 29. Financing Recent Developments

In recent years, Retailing has become one of the important thrust areas of Commerce and Management attracting the attention of the academicians. Many books are available on Retail Marketing Management, but books on Retail Marketing are very limited. Hence, by concentrating on the various core aspects of marketing and developing the suitability of these marketing concepts for the modern retail marketing performance, the chapters in the book has been developed in an orderly fashion under eleven chapter headings. Organized and unorganized retailing development in India is very much different from that of the developed countries. Customers are first introduced to the product at the retail store. Organisations sell their products and services through these retail outlets and get feedback on the performance of their products and customers expectations about them. Retail stores serve as a communication hubs for customers. Point of Sale (POS) and Point of Purchase (POP) advertisement in retail stores transmit information to the customers. Hence the role of retailing in marketing is very significant. Retailing which forms an integral part of the marketing mix includes elements like Product, Price, Promotion, Place, People and Presentation. Here place related to the distribution and availability of products in various locations. Thus in retail marketing, we concentrate on 6P`s. In retail marketing as a Course, the learners are expected to know about the 6P`s namely, -- Product and Merchandise Management (Product) -- Retail Consumer (People) -- Retail Pricing (Price) -- Retail location, Planning, Design and Layout (Presentation) -- Retail Channels (Place) -- Retail Promotion and Communication (Promotion) These 6P`s are presented in nine chapters, from chapter two to chapter ten. In the first chapter basic issues of retail marketing are explained and finally in chapter eleven, three real industry case studies are attached. The case studies are given for the learners to analyse from various angles of retail marketing concepts. More case studies can be presented by learners in the form of seminars and class room group discussion. The text is prepared with simple language so that even undergraduate and certificate course learners can use this book. To give a clear picture about the retail sector, suitable southern side retail store examples are given in the text. Latest developments are included by downloading from various websites side referring current retail marketing journals. Review questions at the end of each chapter is developed to suit the question pattern adopted in the southern Universities, so that the learners can have better understanding of the subject and quick revision for examination purpose. Contents : 1. Chapter-I-Retail Marketing-An Overview 2. Chapter-II-Retail Consumer 3. Chapter-III-Retail Merchandising 4. Chapter-IV-Retail Pricing 5. Chapter-V-Retail Location Strategies 6. Chapter-VI-Retail Organisation 7. Chapter-VII-Retail Store Layout and Design 8. Chapter-VIII-Retail Logistics 9. Chapter-IX-Supply Chain Management 10. Chapter-X-Retail Promotion Strategies 11. Chapter-XI-Case Study

CRM is about acquiring, developing and retaining the satisfied loyal customers; achieving profitable growth; and creating economic value in a company's brand. CRM is not a new concept but an age-old practice, which is on the rise because of the benefit it offers, especially in the present market scenario. CRM today is a discipline as well as a set of discrete software technologies, which focuses on automating and improving the business processes associated with managing customer relationship in the areas of sales, marketing, customer-service and support. CRM helps companies understand, established and nurture long-term relationship with clients as well as help in retaining current customers. CRM is basically a methodology and software that helps an enterprise manage its customer relationships in an efficient way. CRM includes all business processes like sales, marketing and service that serve the customer in everyday business activities. What happens in CRM is that an enterprise builds a customer database that describes the customer in detail so that management, salespersons, customer service people and customers can access the information, match customer needs with product plans and give excellent customer service. For this, it is essential to gain the trust of customers through more personalised services. CRM basically helps in gaining the trust of customers through more efficient customer service. The book is prepared to meet the expectations and requirements of postgraduate and undergraduates students. The book is divided into 14 chapters. Contents : 1. Introduction 2. CRM Strategy and CRM Building Blocks 3. Types of CRM 4. CRM in Marketing 5. Customer Lifecycle Care: Leveraging Customer Service to Achieve CRM Success 6. CRM in e-Business 7. CRM Planning 8. CRM Implementation 9. Sales Force Automation (SFA) 10. Call Centre 11. CRM and Data Warehousing 12. HRM in CRM 13. CRM: Customer Retention Strategy 14. CRM − Opportunities and Challenges Case Study

This book is designed to help students learn concepts of Sales and Distribution Management and how to apply solve business problems in real-life situations in their profession in sales and distribution area. The marketing environment in the 21st century is dynamic and fast changing. The market is highly volatile of globalisation, rapid advancement of technology, changes in economies, higher standard of living and expectations of consumers − all these make selling and distribution function more and more challenging for marketers. Therefore today`s sales and distribution executives must have thorough knowledge of marketing environments, consumer behaviour, distribution channel structures, logistical services, etc., and must be able to trade-off between cost and service levels and achieving their objectives with optimum levels of efficiency and productivity. This book is organised into 19 chapters under three parts viz., 8 chapters under Part A − titled 'Sales Management', 9 chapters under Part B − titled 'Distribution Management' and 2 chapters under Part C - titled - 'Sales Distribution Management'. The other pedagogical features of this book are: (i) Learning objectives, (ii) Chapter summary, (iii) Keywords Review questions and (v) Discussion questions. The other value additions are: (i) Glossary, (ii) Case analysis, Caselets and Case exercises and (iii) Subject. The book is useful for students of MBA programme of any Indian University, opting for specialisation in − Marketing Management and also to students of post-graduate diploma courses in marketing management, retail management, supply chain management and the like. Contents : PART A : SALES MANAGEMENT Chapter 1: Introduction to Sales Management Chapter 2: Personal Selling and Salesmanship Chapter 3: Sales Planning and Budgeting Chapter 4: Organizing the Sales Force Chapter 5: Sales Force Operations Chapter 6: Directing Sales Force Chapter 7: Controlling the Sales Effort Chapter 8: Strategic Sales Force Management PART B : DISTRIBUTION MANAGEMENT Chapter 9: Introduction to Distribute Management Chapter 10: Marketing Channels Chapter 11: Channels Institutions − Retailing Chapter 12: Channels Institutions − Wholesaling Chapter 13: Designing Channel Systems Chapter 14: Channel Management Chapter 15: Channel Information Systems Chapter 16: Marketing Logistics and Supply Chain Management Chapter 17: Evaluating Channel Performance PART C : SALES AND DISTRIBUTION MANAGEMENT Chapter 18: International Sales and Distribution Management Chapter 19: Ethical and Social Issues in Sales and Distribution Management Case Analysis Caselets Case Excersies Glossary

The book has been authored by someone with excellent educational and professional background. The book is 'Complete Marketing Management Book' as it combines general marketing management chapters with latest happening marketing activities like retail marketing, direct marketing, rural marketing, packaging management, managing customer satisfaction, insurance marketing, online marketing and bank marketing. Very few marketing management books will have all these chapters covered under one umbrella. Besides above, twenty one case studies have been included covering almost all major topics. The student community of marketing management would find the book a treasure to keep and different from other books in the bookshelf. Contents : 1. Role of Marketing and its Relevance 2. Marketing System - Tasks and Philosophies 3. Marketing Process and Marketing Environment 4. Consumer Psychology and Buying Behaviour 5. Organization and Industrial Buying Behaviour 6. Market Segmentation and Target Marketing 7. Sales Forecasting 8. Marketing Planning 9. Product Life Cycle Strategy 10. Competitive Marketing Strategies 11. Product Planning Decision 12. Brand Management 13. Packaging Management 14. New Product Development Strategy 15. Pricing Decisions 16. Advertising Management 17. Sales Promotion and Sponsorship 18. Distribution Management 19. Physical Distribution 20. Retail Management 21. Marketing Organization 22. Marketing Research and Marketing Information Systems 23. Personal Selling and Salesmanship 24. Sales Force Management 25. Marketing Controls 26. International Marketing 27. Marketing of Services 28. Rural Marketing 29. Direct Marketing 30. Quality Management in Marketing Strategy 31. Managing Customer Satisfaction 32. Insurance Marketing 33. Online or Internet Marketing 34. Bank Marketing

Services marketing is a wide subject to cover as it is both, business to consumer (B2C) and business to busitness (B B) services. It also includes wide number of sectors such as telecommunications services, financial services, all types of hospitality, tourism, leisure and entertainment services, Phenomenal growth and India has been one of the biggest beneficiary of this growth. This book is an attempt to link Service Sector growth in India with the growth worldwide. The chapters are written in simple language keeping in consideration that this book will be read by both Undergraduate and Postgraduate Students. This book is an attempt to focus on the concept through practical examples and case studies. Many years of teaching and practicing during professional career together, with request from my students and colleagues had prompted me to author this book. Thus, an effort has been made to ensure that the coverage of the subject is comprehensive and contemporary. Contents- 1. Introduction 2. Consumer Behaviour In Services 3. Product and Pricing Decisions 4. Place and Promotion Decisions 5. Extended Service Marketing Mix For Services 6. Service Quality 7. Managing Demand and Capacity 8. Customer Retention 9. Financial services 10. tourism and Hospitality Services 11. Health Services 12. Educational services 13. Professional Support Services: Advertising Agencies 14. Product Support Services