New Century Publications

Home  |    About Us  |   NEW ARRIVALS  |    Order Form  |    Join Mailing List  |    Contact Us

Search For

Complete Catalogue - 2015-2016
in PDF format

    Economics and Commerce
Accounting Standards / Auditing
Agriculture
Banking, Finance and Insurance
Business Environment
Capital Market
Climate Change
Co-operatives
Communications
COVID-19
Development Economics
Disaster Management
E-commerce
Economic History
Economic Planning in India
Economic Reforms in India
Employment and Labour Welfare
Encyclopaedias/Dictionaries
Energy Security
Environment and Economics
Food Security
Foreign Direct Investment (FDI)
Foreign Exchange/Currency
Foreign Trade/External Sector
Global Financial Crisis/Global Recession
Globalisation
Goods and Services Tax (GST)
Governance / E-governance
Health
Human Development
Indian Economy: General
Indian Industry, Small and Medium Enterprises, Public Sector
Information and Communication Technology (ICT)
Infrastructure and Urban Development
International Economics
International Trade
Islamic Studies
Labour Economics
Micro Finance/Self-help Groups (SHGs)/Micro Credit
Micro, Small and Medium Enterprises (MSMEs)
Monetary/Credit Policy
Panchayati Raj
Public Finance, Fiscal Federalism, Government Budgeting, Taxation
Public-Private-Partnership (PPP)
Regional Development
Research Methodology
Rural Development and Poverty
Skill Development
Social Services/Human Welfare
Tourism
Urban Planning
Water Resources
WTO
    Management
Consumer Behaviour, Advertising and Consumer Protection
Corporate Governance
Entrepreneurship
Human Resource Management (HRM)
Human Resources Development (HRD)
Management - General
Management Ethics
Marketing
Media/Journalism
Mergers and Acquisitions
Project Management
Quality Management / TQM
Retail Management
Risk Management
Supply Chain Management
Working Capital Management
    Political Science
Central Asia
China
Defence and Security
European Union
Foreign Policy
Government and Politics
Human Rights
International Relations
Minority Studies
North Africa
South Asia
United States
West Asia
    Food Standards
Food Science
    Reference
Body, Mind and Spirit / Yoga
General Reference
    Women Studies
Women and Law
Women Empowerment
Women Studies / Gender Studies
    History
Indian History
    Law
Economic Laws
Intellectual Property Rights (IPRs)
Law - General
Torts
    Education - General
Education
   
    Geography
Human, Economic and Environmental
    Psychology
Clinical Psychology
Psychology
 
Relationship Marketing : Focusing on Consumer Complaints
By Gunjeet Kaur

First Published : 2003
ISBN : 8177080482
Pages : 238
Binding : Hardbound
Size : 5 x 9
Price : US$ 45
ABOUT THE BOOK

     Consumer complaints, managerial response to them and their satisfactory resolution, leading to a dyadic perception between the consumer and the company, form the core of relationship marketing. The mutual resolution of complaints, without third party arbitration, constitutes the central construct of this book which implies that customer retention is easiest when the company’s actual response in the post-complaint phase perfectly matches the consumer’s expectations from the company in that phase. For this status to be present, there must exist such characteristics as mutual trust, commitment, two-way communication, social support and empathy, self-disclosure, emotion, need for service, guarantees, and higher standard. This book has significant implications for four major areas of policy formulation. These areas are: (1) Final satisfaction/ dissatisfaction, (2) Relationship marketing, (3) Marketing strategy, and (4) Public policy for consumer protection.


CONTENTS
     
Chapter 1: Consumer Complaints: The Two Dimensions
Conceptualising Relationships
First Dimension: Consumer and the Complaints
Concept of Complaint
Neglect of Complaints
Post-purchase Satisfaction/Dissatisfaction
Consumer Behaviour in the Post-purchase Phase
Relationship Between Complaining Behaviour and Dissatisfaction
Factors Influencing the Tendency to Complain
Post-complaint Satisfaction/Dissatisfaction
Final Satisfaction/Dissatisfaction
The Concept of Fairness
Second Dimension: Company and Complaints
Neglect of the Defensive Marketing Strategy
The Complaining Consumer: An Important but Neglected Segment
Divorce of the Top Management from Complaining Consumer
Company’s Dilemma
Conclusion: Merger of the Two Dimensions
 
Chapter 2: Indian Passenger Car Industry
The Indian Scene: 1950 to 2002
Entry of Maruti Udyog Limited: A Revolution in the Passenger Car Industry
Liberalisation of 1991: Another Revolution in the Passenger Car Industry
The Changing Scenario
J D Power Reports of CSI and IIQS
Recent Trends
Current Status of Maruti Udyog Limited
Current Status of Hindustan Motors Limited
Current Status of Other Companies
Post-complaint Satisfaction: A Neglected Area
Concluding Remarks
 
Chapter 3: The Knowledge Pool
Classification of the Relevant Existing Literature
Uni-dimensional Studies
Studies on the Consumer’s Viewpoint of Complaints
Studies on the Company’s Viewpoint of Complaints
Two-dimensional Studies
Comments on the Earlier Studies
 
Chapter 4: Nature of Consumer Complaints
Common Areas of Complaint
Nature of Complaints in the Passenger Car Industry
Types of Complaints: MUL and HML
Types of Complaints: Small Car and Mid-size Car
Testing of hypothesis
Other Related Areas
Time Taken in Planning the Purchase of the Car
Time Taken in Planning the Purchase: MUL and HML
Reasons for the Purchase Planning Lasting for More Than One Month
Person(s)/Parties to Whom the Complaint was Voiced
Factors Considered while Selecting a Dealer
Factors Considered while Selecting a Dealer: MUL and HML
Factors Considered while Selecting a Dealer: Small Car and Mid-size Car
Inter-relation between the Issues
Impact of Time Taken in Planning the Purchase of the Car on the Number of Parties to Whom the Complaint was Made
Impact of Time Taken in Planning the Purchase of the Car on Response Expectation of he Car User
Conclusion
 
Chapter 5: Expectations of the Car User and Final Satisfaction/Dissatisfaction
Categories of Satisfaction as the Basis of Expectation
Expectations of the Car Users
User’s Expectation from the Car in the Form of Attributes
Attributes Preferred in the Car: Small Car Users and Mid-size Car Users
Car Users Abstaining from Rating an Attribute
Attributes Preferred in the Car: MUL’s Car Users and HML’s Car Users
Car Users Abstaining from Rating an Attribute
Post-complaint Response Expectation of the Car User
User’s Response Expectation: MUL’s Car Users and HML’s Car Users
User’s Response Expectation: Small Car Users and Mid-size Car Users
Final Satisfaction/Dissatisfaction
Final S/D of MUL’s and HML’s Car Users
Final S/D of Small Car Users and Mid-size Car Users
Testing of Hypotheses
Distributive Justice versus Procedural Justice
Distributive Justice versus Interactional Justice
Hypothesis Testing: MUL versus HML
Hypothesis Testing: Small Car versus Midsize Car
Reasons for Consumers not Voicing the Complaint
Conclusion
 
Chapter 6: Managerial Perception of Car User’s Expectation and Final S/D
Manager’s Perception of the Car User’s Expectations
Nature of Consumer Complaints Received
Nature of Complaints Received: MUL and HML
Nature of Complaints Received: Small Car and Mid-size Car
Manager’s Perception of the User’s Expectation from the Car in the Form of Attributes
Manager’s Perception of User’s Expectations: MUL and HML
Managers Abstaining from Rating an Attribute: MUL and HML
Manager’s Perception of User’s Expectations: Small Car and Mid-size Car
Managers Abstaining from Rating an Attribute: Small Car and Mid-size Car
Manager’s Perception of User’s Response Expectation to Complaints
Manager’s Perception of Response Expectation: MUL and HML
Manager’s Perception of User’s Response Expectation:Small Car and Mid-size Car
Manager’s Perception of the Final S/D of the Car Users
Manager’s Rating of Post-complaint S/D
Average Number of Car Users Satisfied by the Managers
Manager’s Perception of Final S/D of the Car Users
Manager’s Perception of the Factors Affecting Choice of the Dealer
Conclusion
 
Chapter 7: Consumer Complaints and Managerial Response: The Match
Complaint Management and Resolution
Car User’s Complaints and Manager’s Response: The Match
Types of Complaints: Complaints Made by the Car User versus Complaints Received by the Manager and Dealers
Complaints Made versus Complaints Received: MUL and HML
Complaints Made versus Complaints Received: Small Car versus Mid-size Car
Car User’s Expectations versus Their Perception by the Company/Dealer
Expectation from the Car
Expectation from the Car: MUL versus HML
Expectation from the Car: Small Car versus Mid-size Car
Expectation of Response to the Complaint
The Match of Response Expectation: MUL versus HML
The Match of Response Expectation: Small Car versus Mid-size Car
Final Satisfaction/Dissatisfaction (S/D)
Factors Affecting the Choice of the Dealer: Consumer’s Choice versus Company’s
Perception
Conclusion: The Final Finals

Chapter 8: Summary and Conclusions
Major Conclusions of the Study
Car User’s Expectations
Manager’s Perception of Car User’s Expectation
Consumer Complaints and Managerial Response: The Match
Final S/D: A Window-dressing
The Absence of a Sound Complaint-handling Mechanism
A Model of the Consequences in the Post-complaint Phase
Reasons for the Absence of Post-complaint S/D
Policy Implications of the Study
Epilogue
 
Select Bibliography
Index


ABOUT THE AUTHOR
     

      Gunjeet Kaur is a practising Consultant and Facilitator. She has done her M. Phil. and Ph. D. from the Department of Commerce, Delhi School of Economics, University of Delhi. She has a teaching experience of 15 years and is on the visiting faculty of several reputed B-Schools. She has to her credit various articles published in reputed journals including Management Review (Journal of IIM, Bangalore) and Decision (Journal of IIM, Calcutta) and a book on Stress Management. She has also presented papers in several seminars and specialises in CRM, relationship marketing, consumer behaviour, negotiation, and marketing communication. She also serves as a corporate trainer and has conducted workshops in several reputed companies. 


NEW CENTURY PUBLICATIONS
4800/24, Bharat Ram Road, Ansari Road, Daryaganj, New Delhi - 110 002 INDIA
Tel. : 91-11-23247798, 65396605, 43587398; Fax : 91-11-41017798; Mobile: 9811266355
E-mail : indiatax@vsnl.com
info@newcenturypublications.com
A creation of : Crux Infotech