'If fools did not go to market, cracked pots and false wares would not be sold.' − Jean Le Malchanceux (in the Twelfth Century). When communities were smaller and the world was younger, consumer`s protection was virtually unnecessary. Unfair trade was almost impossible in the lifestyle of those times. The industrial revolution and a shift in population from rural areas to towns and to that of urban living gave plenty of scope for malpractices. With new concepts of trade, the need for consumer protection has increased like never before. The growing size of production and distribution systems and advertising, mass marketing methods and emergence of e-commerce has resulted in reduction of personal interaction between buyers and sellers and has contributed to the increased need of consumer protection. The movement of `Consumerism` is a fascinating one, and it is indispensable in our daily activities of life. In the opinion of Hon`ble Supreme Court, the Consumer Protection Act, 1986 has been a milestone in the Indian history of socio-economic protection to consumers and buyers that is basically directed towards achieving public benefits. The law is an attempt to meet long- felt need of protecting the consumer (common man) for disputes for which remedy under the then existing law was not sufficient. In India, consumers have had a raw deal in the marketplace and suffered in the field of health and welfare. Earlier, they had recourse to the Monopolies and Restrictive Trade Practices (MRTP) Act. But after the Consumer Protection Act, 1986 came into force, and key amendments took effect in March 2003, consumers have been learning to assert themselves while buying goods and services. The marketing rule no longer is Caveat Emptor, it is Caveat Vendor. And the Consumer Protection Act, 1986 has emerged as a much useful and consumer − friendly Act after the amendments of 1993 and 2003. One cannot divide the society into sections of consumers and traders, in a way in which the tenant or labour can be segmented against landlords or employees. Each member of a society is a consumer in itself in one way or anothe Contents : 1. Consumerism and Consumer 2. Consumer Protection and Guidance 3. Important Definitions 4. Authorities Under the Act 5. Consumer Protection − India`s Perspective 6. Consumer Protection − Law Versus Reality 7. Consumers and Judicial Decisions 8. Consumer Protection and Medical Profession 9. Medical Services and Consumer Protection 10. Consumer Protection Act, 1986 with Short Comments 11. Consumer`s Checklist and Tips 12. Other Laws Showing Spirit of Consumerism 13. Consumer Protection Act − A Quick Review APPENDIX Appendix I: Consumer Protection Regulations, 2005 Appendix II: The Consumer Protection Rules, 1987 Appendix III: Twelfth Report of Standing Committee on Food, Civil Supplies and Public Distribution [2001] Appendix IV: Addresses of Consumer Disputes Redressal Forums in India [in Alphabetical Order] Appendix V: Address of National Consumer Disputes Redressal Commission in India Appendix VI: State Commissions Addresses of Consumer Court Appendix VII: Recognised Consumer Associations Appendix VIII: List of Voluntary Consumer Organisations Appendix IX: List of Major NGOs Working for Consumer Rights REFERENCES

Looking out into the world today, it’s easy to see why brands are more important now than at any time in the past 100 years. Brands are psychology and science together as a promise mark as opposed to a trademark. Products have life cycles. Brands outlive products. Brands convey a uniform quality, credibility and experience. Banks are valuable. Many companies put the value of their brand on their balance sheet. Why? Well you don’t have to look vary far. When Tata Motors of India bought Jaguar and Range Rover from Ford, what did they buy? Factories? Raw Materials? Employees? No Goldman Sachs and Morgan Stanley helped Ford sell the brands to Tata for $2.56 billion, and the brands were worth more than all other ingredients combined. Likewise, when Kraft bought Cadbury for $19.5 Billion what did they buy? The chocolate? The factories? The recipes? The candy makers? No they bought the brands. And when Four Deasons Hotels, Inc., a Canadian-based international luxury, five-star hotel management company, sold itself to bill Gates and Prince Al-Waleed bin Talal of Saudi Arabia for $3.8 billion what did they buy? Locations? Restaurants? Staff? Beach front property? No they bought the brand. The list goes on with many examples such as InBev acquiring Budweiser to add to their house of brands that include Stella Becks and Labatt. Or Geeley Motors of China acquiring cult Swedish Auto brand Volvo or Mahindra of India buying Ssangyong, Korea’s third largest car company. Your brand is now customers recognize your company, your product, your service and your reputation. Your company works hard to ensure customers are happy with its products and services. Your brand associates your products and services with the goodwill and loyalty you have earned with your customers. Branding is fundamental. Branding is basic. Branding is essential. Building brands builds incredible value for companies and corporations. The world has come online and there are many new markets and a growing middle class in places like India, Brazil, Russia, South Africa, Nigeria, and Indonesia and in many more places. These consumers buy brands. They buy premium brands. Branding is a way of highlighting like what makes your products or services look so attractive and different than your competitors. Effective branding will turn your business or products into something unique unlike similar to other. This could be simply achieved by using a color in your design or packaging which your competitors are not using and which creates an impression in the minds of consumers. Brand increase customer awareness of the business and its products and services. by engaging with customers and creating a connection. Brand for a customer will indicate commitment towards quality from sellers there by reducing time spent in coming to a purchase decision. Brand for companies indicate a sort of benchmark in quality as well as customer expectation and gain profit Continuously. Branded products sell at a premium compared to equally good or better products because of their image. Brands enable companies to move into new market sectors effortlessly. The value of brand is determined based on the profits earned for the manufacturer. Brand management is the process a company uses to control its brand. You continue to strengthen the association your brand imprints on your customers by making sure the look and message of each promotional piece sure the look and message of each promotional piece supports your brand by reinforcing a specific message. Many large corporations hire a full-time brand manager to ensure the brand is not diminished or misused. For resellers and vendors developing a programmer to consistently generate high quality promotional pieces that strengthen brand while controlling its use can be a challenges. This is especially true when co-branding. Brand strengthening is about message and cadence. A steady drumbeat in the market requires consistent output of new content to the channel and marketplace that support branding and co-branding efforts. Delivering the right message to support your brand is important. Brand management is the voice and image the represents your business plan to the outside world widely. Developing, maintaining and protecting the brand are the important aspects of brand. Brand Management is the application of marketing techniques to a specific product or product line to increase its perceived value to the customer and thereby increase brand franchise and brand equity. Therefore, in any curriculum of Marketing the important of brand management is increasing day by day. The present volume has been written keeping in mind the MBA course of various Indian Universities and Institutions. During our teaching experience we found the lack of book in this arena by any Indian author. This prompted our keen interest to present a comprehensive volume in the hands of ever searching students. It will also help in enriching to a better understanding as to how the numerous aspects of branding unitedly work as part of an over all system in an integrated fashion. Contents : 1. Product vs. Brand 2. Concept of Brand 3. Managing Brand 4. Brand Powar 5. Brand Positioning 6. Brand Extension 7. Model’s of Brand Extension 8. Brand Identity 9. Brand Image 10. Brand Picture 11. Brand Personality 12. Brand Equity 13. Brand Strategy 14. Brand Communication 15. Integrated Branding 16. Global Branding 17. Retail Branding 18. Service Branding 19. Techno Branding Brand Cases Brand Glossary

This is a comprehensive book on consumer behaviour from applied orientation in Indian context. This book not only covers the theories and concept of consumer behaviour but also have application of these in the form of Indian market insights and advertisements that students would be able to relate with their real life. These applied orientations are based on an extensive search of Indian business magazines and newspapers. This book highlights modified theories proposed by consumer behaviorist to suit our market conditions. This book holistically explains the consumer behaviour concepts with Indian case studies. Contents : Part I—Understanding Consumer Behaviour 1. Introduction to the Consumer Behaviour I 2. Modeling and Consumer Research Part II—Internal Determinant of Consumer Behaviour 3. Motivation 4. Personality 5. Consumer Perception 6. Learning 7. Attitude Formation and Change Part III—External Determinant of Consumer Behaviour 8. Indian Culture and Subculture 9. Reference Group 10. Indian Family and Social Class Part IV—Analyzing and Managing Consumer Behaviour 11. Diffusion of Innovation 12. Consumer Decision-Making Process 13. Market Segmentation 14. Business Buying Behavior Part V—Contemporary Topics in Consumer Behaviour 15. Customer Relationship Marketing and Experiential Marketing 16. Consumer Protection Act 17. Consumer Trends in India Part VI—Case Studies In Consumer Behaviour Study - 1 The Amul saga Study - 2 Beauty Soap of Stars: Lux Study - 3 Mangal Sweets Study - 4 Nirma Studv - 5 Pizza Hut

This book represents an extended and thoroughly revised version of a collection of information on customer focused organization of the globe and few examples of Indian organizations as well. The key idea is to deal with a wide range of complex problems that the organizations are facing today related to the customer and retaining them. Most of the material in this book was developed for lecture notes for teaching MBA classes in India on the most promising subject matter related to customer centric organizations. A substantial proportion of the material is prepared specifically for this book; part is taken from published articles. With respect to the original collection of lecture notes, this new version contains several improvements, and several improvements, and several new customer problems and related solutions are also discussed. Book Content of Customer Centric Organisation Customer-Centric Approach The Importance of Customer Satisfaction Customer Services in India Understanding the Market Designing a Customer-Centric Organisation Customer-Centric organizational Model

This book is intended to serve as a text book on 'Consumer Behavior' for the students of graduate and post graduate management courses, conducted by the various Universities and Institute of Management in India. This book is an attempt by the author to offer a comprehensive book on Consumer Behaviour, with materials drawn from various books and magazines. The book is divided into eight chapters. The first chapter explains the meaning of consumer behaviour and the role of consumer in marketing, keeping in mind the interdisciplinary dimensions of buyer behavior. There is also a brief mention of the nature and characteristics of the Indian consumers. Contents : 1. The Role of Consumer Behavior in Marketing 2. Consumer Decision Making Process 3. Social Class - Social Stratification 4. Group Dynamics / Group Influence and Consumer Behaviour 5. Diffusion of Innovations 6. Organising Buying Behaviour 7. Industrial / Organisation Buying Behaviour 8. Consumer & Market Segmentation Appendix A. Glossary B. Select Bibliography

In the past few years, Indian marketers had to deal with turbulent market conditions. On one side, the recession in the developed economies affected and its impact felt on the Indian markets. And on the other side, the marketers had to face stagnating volumes with parity in product brand offerings at the marketplace. Through the second editions on 'Consumer Behaviour in Indian Perspective', the author has attempted to give in the hands of students pursuing MBA and other Postgraduate courses a text book which will help them to understand the various facets of consumer behaviour. The textbook has been prepared keeping in mind the diversity in Indian consumer`s tastes and preferences and how this can affect their buying behaviour. Key Features: - Each chapter commences with a real case study and concludes with another case study. - The subject matter in the text has been supported by real Indian examples to facilitate easy understanding of the same. - Every chapter is inclusive of a `Summary` as well as `Questions for discussion`, all relevant to the topics discussed therein. - To facilitate additional reading a separate list titled, `Suggested Readings` has been given at the end of each chapter. - Owing to the popularity of e-transactions, a new chapter on `Online Consumer Behaviour` has also been included in this text book. Contents : PART I: INTRODUCTION AND OVER-VIEW TO THE STUDY OF CONSUMER BEHAVIOUR 1. An Introduction to Consumer Behaviour 2. Consumer Modelling PART II: INDIVIDUAL DETERMINANTS OF CONSUMER BEHAVIOUR 3. Consumer Perception 4. Consumer - Learning 5. Personality and Lifestyle Influences 6. Attitudes and Behaviour 7. Motivation PART III: SOCIAL PROCESSES 8. Demographics, Social Class and Culture 9. Reference Group Influences PART IV: CONSUMER DECISION MAKING, AFTER SALES ISSUES and Related Issues 10. Consumer Decision Making 11. Diffusion of Innovations and Opinion Leadership 12. Consumer Satisfaction 13. Relationship Marketing PART V: ETHICS AND APPLICATION 14. Consumerism 15. Market Segmentation PAET VI: ORGANISATIONAL AND ONLINE BEHAVIOUR 16. Organisational Buying Behaviour 17. Online Consumer Behaviour

This second edition book on Consumer Behaviour and Marketing Research combines two vital aspects of the field of marketing therein. The book is divided into two parts: (1) Consumer Behaviour and (2) Marketing Research, covering the various facets of consumer behaviour and the steps involved in the marketing research process, respectively. It is an effort on the part of the author to give in the hands of the students at the Post Graduate level, a textbook that covers the subject matter with a blend of the important aspects related to the fields of Consumer Behaviour and Marketing Research. The book is divided into two parts: Part 1: Consumer Behaviour and, Part 2: Marketing Research. Specific features of the book: - Usage of simple and easy to understand language throughout the textbook. - Most of the important concepts and variables involved in consumer behaviour and marketing research are explained citing real and practical examples to facilitate the link with actual situations. - Every chapter commences with a real case discussion relevant to the concepts to be discussed in the chapter. - Under ‘Chapter Questions for Discussion’, practical oriented exercises are given to enable the reader get a realistic feel of the picture /situation likely to occur while carrying out a study. - Each chapter ends with a real case study from the industry and when efforts are made to seek answers to the questions provided, the reader will be able to develop good decision making skills. Contents : PART ONE - CONSUMER BEHAVIOUR Part I : Introduction & Overview to the Study of Consumer Behaviour 1: An Introduction to Consumer Behaviour 2: Consumer Modelling Part II : Individual Determinants of Consumer Behaviour 3: Consumer Perception 4: Consumer Learning 5: Personality and Lifestyle Influences 6: Attitude and Behaviour 7: Motivation Part III : Social Processes 8: Demographics, Social Class and Culture 9: Reference Group Influences Part IV : Consumer Decision Making, After Sales and Related Issues 10: Consumer Decision Making 11: Diffusion of Innovations and Opinion Leadership 12: Consumer Satisfaction 13: Relationship Marketing Part V : Ethics and Application 14: Consumerism 15: Market Segmentation Part VI : Organisational and Online Behaviour 16: Organisational Buying Behaviour 17: Online Consumer Behaviour PART TWO - MARKETING RESEARCH Part I : Introduction, Decision Support System and Research Design 1: An Introduction to Marketing Research 2: Information, Decision Support System and Marketing Decision Support System 3: REsearch Design and Marketing Research Process Part II : Data Collection Methods 4: Sources of Information and Secondary Data Collection 5: Primary Data Collection 6: Sampling, Scaling and Attitude Measurement Part III : Analyzing Data 7: Editing, Coding and Tabulation of Data 8: Basic Analysis of Data, Cross Tabulation and Hypothesis Testing 9: Tests to Analyse Differences 10: Multivariate Analysis Part IV : Research Process and Applications of Marketing Research 11: The Research Process 12: Traditional Applications of Marketing Research 13: Popular and Concurrent Applications of Marketing Research Appendices Selected Statistical Tables

This textbook has been prepared with materials drawn from various secondary sources and is as per the Lucknow University syllabus. The language used in the textbook is simple and can be easily understood by the students.Whereever possible, important concepts have been conveyed by giving real Indian examples. The text has been organised into 9 chapters, starting with an `Introduction to Consumer Behaviour`, (Chapter 1), the individual factors affecting Consumer Behaviour (Chapters 2, 3 and 4), the group factors influences (Chapters 5 and 6), Chapter 7 discusses the various Consumer Behaviour Models, Chapter 8 tries to examine the Industrial / Organisational Buying Behaviour and the concluding Chapter 9 is related to Customer Relationship Management. Each chapter has a `Summary` of the discussions in that chapter, `Keywords` from the chapter, `Questions` pertaining to the topics discussed and `Suggested Readings` provided towards the end. Contents : 1. Consumer Behaviour − An Introduction 2. Personality, Self − concept and Lifestyle Psychographics of Consumers 3. Consumer Motivation 4. Consumer Perception and Attitude 5. Reference Group and Family Infuluence 6. Consumer Decision − making 7. Consumer − Buyer Behaviour Models 8. Industrial or Organisational Buying Behaviour 9. A Customer Relationship Management 10. Consumer Protection in India

India is the fastest growing free market democracy in the world. India has the largest knowledge workforce in the world and with more and more people moving to the higher income strata, India is a market that the world cannot ignore. The opening up of the Indian economy has given a level playing field for foreign brands against Indian brands. Several multinational companies have begun to focus their attention on Indian markets. Global brands are threatening the existence of several Indian brands. These brands have strong presence in the minds of the customers globally and have performed consistently for a long time. The current brand strategy followed by business houses in India need a dramatic makeover. In this book authors made an attempt to understand the minds of the Indian consumers and try to evolve a strategy that will closely resemble the Indian outlook. We think that the Indian companies need to fight hard by changing the rules of the game. It would be impossible to challenge the mighty global brands, which have made their way to India, through traditional advertising, market communication and branding. The Indian companies have to respond to these challenges with better strategies and by delivering the brand promise to the customers. The Indian Organizations have to concentrate on delivering the experiences to the customers leading to satisfaction and association with all the dimensions of the brand. These experiences can be delivered by involving the customer in the supply chain which demands improvement from the organization in terms of training the employees and aligning the culture to deliver value to the customers. The participation of the customers can be ensured by using novel methods of communication and branding. The Profit and Sustainability of Indian Brands will depend on how efficiently and quickly the organization can adapt to these new demands of the customers. Developing a branding strategy can be one of the most difficult steps in the marketing plan process. It`s often the element that causes most businesses the biggest challenge, but it`s a vital step in creating the company identity. Automobiles, jewelry, ready-to-wear, cosmetics, watches and home decor are only a few product categories where exclusivity is validated as a marketing and branding strategy. How to create an effective branding strategy that will help companies shine in a competitive market. Contents : 1. Understanding Women Buyers in Brand Selection − Dr. V. Pramadha 2. Pragmatic Strategies for Brand Development A Study of Select Companies − Dr. N. Ramesh Kumar, A. Suresh Kumar 3. Employer Branding as Human Resource Strategy: A Case of McDonald`s − Dr. I. Anand Pawar, Mrs. K. Vijaya Lakshmi, Dr. S. Chandramouli 4. Green Branding Strategies − Dr. S. Dandwate, Dr. S. Chandramouli 5. Logo Rebranding − Marketing Strategy and Its Impact − Dr. P. Sridhar, G. Arun Kumar 6. Employer Branding and Its Impact on the Organization − Dr. M. Ravindranath, Mr. Wahed Mohiuddin 7. Consumers` Perception towards Private Brands: A Study − S. Dwaraknath 8. Destination Brand Strategy: The Case of India − Dr. V. Balaji Venkatachalam 9. Brand Consciousness among Childrens and Its Impact on Family Buying Behavior − Dr. I. Anand Pawar, Dr. S. Chandramouli 10. Brand Building Strategies of HUL and P&G: A Comparative Study − Dr. Y. Jahangir 11. Consumers` Perception of Private Brands − Prof. Shilpa S. Kokatnur 12. Corporate Brand Valuation − A Global Perspective − Dr. M. Yadagiri, R. Sridhar 13. Exploration of Place Brand Attributes: A Study of Bangalore City − Mr. E. Pandu Ranga Rao 14. Co-Branding − An Innovative Corporate Strategy − Dr. I. Anand Pawar, Dr. D.T. Chary 15. Measurement and Validity of Jennifer Aaker`s Brand Personality Scale for Close-Up Brand − Dr. I. Anand Pawar 16. Brand Preference of Men`s Wear − A Case Study − Dr. I. Anand Pawar 17. A Cognitive `Just` Brand Model: How Sustainable Is It? − Dr. I. Anand Pawar 18. Destination Hinterland: In`s and Out`s of Branding − Dr. I. Anand Pawar 19. Measuring Brand Recall in Print Media Advertising: A Study of Selected Brands of Personal Care Industry − Dr. I. Anand Pawar, Dr. S. Chandramouli 20. Accreditation of Healthcare Services: A `b Loop− Dozen A` Model of EMS − Dr. I. Anand Pawar 21. Effectiveness of Celebrity Endorsements in Brand Recall and Purchase Decision − Dr. I. Anand Pawar 22. Leveraging Brand Assets through Brand Architecture−Imperatives for FMCG Sector for Competitive Edge in India − Prof. Bhavin Pandya, Mitesh M. Jayswal 23. Marketing India as a Brand India − Dr. I. Anand Pawar 24. Branding Strategies and Globalization − Dr. M. Yadagiri, N. Sreenivas

This book has been written to serve for the commerce and management students those who are interested in the field of marketing. Now a days studying and understanding Consumer Behaviour and Marketing Research is required for the success of a company in the competitive market place and individual in the workplace. This book will help to understand the consumer behaviour and marketing research accurately because of the simple explanation of each and every concept with suitable example. The impossible becomes possible to the endowed with resourcefulness. It is with immense pleasure we record our indebtedness to our parents and family members for the encouragement and timely support in completing the book. The book has a user-friendly design, featuring margin notes and definitions that emphasize important concepts. Exercises geared towards each chapter`s central ideas consolidate the acquired knowledge. An extensive and innovative use of graphs facilitates access and enhances learning success. Contents : Unit 1 : Introduction to Consumer Behaviour Unit 2 : Consumer Behaviour − Marketing Strategy Unit 3 : Consumer Motivation and Perception Unit 4 : Consumer Attitudes and Personality Unit 5 : Industrial Buying Behaviour Unit 6 : Basic Concept and Research Design Unit 7 : Research for Marketing Design Unit 8 : Measurement and Scaling Unit 9 : Questionnaire Unit 10 : Data Collection Unit 11 : Analysis & Interpretation of Data