Organizational initiatives to strengthen customer orientation among front-line service workers abound, and have led many commentators to speak of the re-constitution of service work. These interventions rest on managers’ assumptions about what engenders the desired customer-oriented behaviours among employees. We evaluate those assumptions in the context of a major change initiative in a superm...

In Present Marketing Scenario, the Study of Consumer Behaviour has become essential. Consumers are the kings of markets. Without consumers no business organization can run. All the activities of the business concerns end with consumers and consumer satisfaction. Customer behaviour study is based on consumer buying behaviour, with the customer playing the three distinct roles of user, payer and ...

Consumer behaviour is the study of when, why, how and where people do and do not buy products. It attempts to understand the buyer’s decision-making process, both individually and in groups. Relationship marketing is an influential asset for consumer behaviour as it has a keen interest in the re-discovery of the true meaning of marketing through the re-affirmation of the importance of the custo...

Along with the e-commerce development, relationship between customers and vendors in e-retail market arouses researchers’ attention. The technology explosion, particularly in the area of knowledge management, makes track of customer behaviour possible. Much research has been done on trust and satisfaction in e-commerce, but little studies integrate confirmation of expectation and sense of belon...

He has held directorial posts in information systems and management in the private sector. His research interests and publications are in the areas of e-business management, e-learning, information and knowledge management. His recent research contracts with the private sector and government concern business performance management, e-business channel management and e-business applications devel...