dharmendra upadhyay

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1 Vishwa Vishwani Institute of Systems & Management.

CHAPTER1

INTRODUCTION

OBJECTIVES

NEED FOR THE STUDY LIMITATIONS




INTRODUCTION

We are living in the world of marketing in this market we can find different kind of

consumers and their behavior. It is very hard for a company to cater whole of the

market and satisfy to all of them. Market dynamics means the factors that effect a

market. From the theory of economics they would be supply, demand, price,

quantity, and other specific terms. From a business standpoint, market dynamics

are the factors that effect the business model which involves the applying party.

For an oil firm the dynamics may be the price of a barrel of crude, total oil

production, total national or international stockpiles of oil, the price of other

energy commodities, and more. For a web 2.0 business, a social network forexample, market dynamics analytics may be the total amount of free time

spent online for both national and international users, amount of money spent

online each year, growth of online advertising, and more.

For a prudent business, market dynamics are included in the market analysis of

their business plan. These factors effect the business so much that it would be

neglectful to exclude them. Market dynamics play an important role in the

marketing plan of a business, though they may also play an important role in

other areas such as cost of goods sold, distribution, logistics, and more

Xerox Corporation, virtually synonymous with photocopying, now touts itself as

The Document Company. In addition to its flagship copiers, Xerox also makes

production publishers, electronic printers, fax machines, scanners, networks,

software, and supplies. The company is also a market leader in the area of

document outsourcing services. Xerox markets its products in more than 130

countries. Its Xerox Limited subsidiary (formerly Rank Xerox, a joint venture with

the Rank Organization Plc of the United Kingdom) distributes Xerox products in

Europe, Africa, the Middle East, and parts of Asia (including Hong Kong, India,

and China). Xerox Co., Limited--a joint venture with Photo Film Company

Limited--develops, manufactures, and distributes document processing products




in Japan and the Pacific Rim (including Australia, New Zealand, Singapore, and

Malaysia).

Objectives of Project

1. To know the buying process of printing devices of different

organizations -

It is the most interesting work to know what the buying behavior of the

organization is across Hyderabad. The finding is that even some big

organizations are going for rental basis, some with AMC, some from third party

purchasing.

2. To find out factor that influence consumer buying behavior-

Through questionnaire its’ been tried to know what are factors that influences

customers when a purchase decision is taking place, whether it price, quality,

speed or else brand name or something else.

3. To find the potential customers for Xerox products –

The project guide has given the idea & list of the companies, where the potential

customers of Xerox can be found out. So, mainly research is focused on

construction companies, pharmaceutical, engineering companies as they are the

potential market for Xerox products.

4. To find out the need of the office equipments in the market –

Along with knowing the customer perception about Xerox products, the project

work also focused on generating leads for Xerox equipment in market.




5. To find the customer’s attitude towards Xerox’s products

Through this project work its been tried to know customer perception towards

Xerox equipment and the problems that customers are facing with their

existing Xerox devices

6. To generate the leads for the Xerox products- With knowing the buying

behavior of the different organizations, the project is also focusing on

generating the leads for Xerox products in market.

7. To find out the organizational structure of different organization –The

project work helped the researcher to describe the Xerox products and

services to the customer according to their nature of business & their

organizational structure.

SECONDARY OBJECTIVES

1. To find the potential market of Xerox’s products.

2. To know the competitors of Xerox.

3. To find out the attributes that affects the buying behavior of the Xerox.

4. To find out the customer’s opinion about the equipments of Xerox.

5. To find the satisfaction level of customers

6. To find out the brand image of Xerox.

Area covered-

Daily a territory is allotted & the researcher visited all the companies in that

particular area, during STP. The Geographical areas covered are Somajiguda,

Panjagutta, Banjara hills, Ameerpet, Jubilee hills,& Himayatnagar, Jedi metala,

Cherapalli, S.R nagar, Hi-tech city, Begum pet, Secunderabad.




NEED FOR THE STUDY-

Today India is the most emerging market in the world; it has indicated a new

boom in the integrated complex machines for day to day life. Xerox is a trusted

brand; with the logo of Xerox it had earned the trust of the people with superior

quality and good warranty period. Its products, which shows the vast possibility of

expansion in this category. Furthermore the most of the market share is in the

possession of PSU. The study aim is to find the mindset of the customers. To

find about the buying behavior of the customers and spread the awareness about

the Xerox products in the market. And this study tends to give the answer that

why people opt the Xerox products and their satisfaction levels with Xerox

products.

SCOPE OF THE STUDY

The study gives the information about the Xerox market in Hyderabad &

Secunderabad.

1. This will helps to identify the customer’s preferences and their complaintstowards the company.

2. The study will helps to the company for identifying the customer’s needs and

wants.

3. They had completed the questionnaire quickly which may yield some inherent

errors.




LIMITATIONS-

.

1. Lack of Time: - S even weeks time span of such study was insufficient.

2. Lack of awareness of allotted territory:- As I am not much aware about

Hyderabad city so faced problem to find out right bus no. and right

location.

3. Local language problem: - sometimes local language(Telgu) problem

has arises while approaching to any road side people for asking bus no.

and location etc.

4. Lack of Universal application: - Since the study had been conducted

only in a selected region and only in existing customers of Xerox, the

applicability of the study in different region and consumer products are

restricted.

5. Probability based study: - Study is being done with the aid of

Convenience sampling. Hence the entire customers had not been

considered for their feedback and the inference drawn on the basis of

selected sampling.

6.Business of the respondents: - Walk in respondents were busy with their

schedule and hesitate to cooperate with the researcher and because of their

rushing to home or office, so sometime they were not interested or they had

completed the questionnaire quickly which may yield some inherent errors.

7. Data collected from the questioners may not be accurate.

8. Customer’s response is not always true.

9. Information provided by the customers may vary from the actual. 10. Sometimes customers are unwilling to respond to the questionnaires.




.CHAPTER 2

COMPANY PROFILE

INDUSTRY PROFILE

LITERATURE REVIEW




“We operate our business in ways through which

Economies grow, socities benefit and environment

Is protected. Some call it the triple bottom line.

We call it the best thing for our business success”

Ursula M. Burns

Chairman& CEO of Xerox Corporation




Company Profile

Company Name : XEROX CORPORATION

CEO of Company : Ursula M. Burns

Type : Public

Traded as : NYSE: XRX

Industry : Document service, digital imaging, computer

peripherals

Founded In : 1906

Headquarter : 45, Glover Avenue PO Box 4505, Norwalk,

CT 06856 – 4505

Product : Printer, copier, scanner, faxes, projector, display

2010 Revenue : US $ 21.633 billion

2010 Operating income : US $ 2.076 billion

2010 Net income : US $ 1.296 billion

2010 total assets : US $ 30.600 billion

2010 Total equity : US $ 12.159 billion

No. of Employee : 136,500 worldwide

Geographical Scope : Operates in 160 Countries




About The Company

XEROX CORPORATION LTD.

Xerox Corporation is US based multinational company.

Xerox Corporation aims to lead the digital revolution in

offices through its wide range of color products

multifunctional devices & offices services. “The smarter

document management by XEROX is a key in

improving productivity & optimizing people process &

infrastructure, thereby increasing the saving of a

company by 30-40%.

XEROX INDIA LTD.

Xerox India Ltd. Is a part of Xerox Corporation .It was incorporated in 1983.

Over the past 20 years Xerox India Ltd. has shaped the document

management industry in India by using world’s best document processing

products & bringing innovative value added concepts to cater the customer

needs. Xerox has deployed “Lean Six Sigma” in its corporate culture to achieve

the major goals of leadership development & Cultural Change. Initially Xerox

India Ltd. was a Modi Xerox. Modi Xerox was a outcome of one man vision Dr.

Bhupendra Kumar Modi during 1960’s to 1970’s. Modi Xerox experiences the

first hand the power of Xerography & discovered the simple joy of copying

reference study material at the touch of a button. With the joint venture

partnership of Xerox corporations, Modi Xerox has renamed as “XEROX INDIALTD.” It gives to Indian offices new level of productivity & efficiency in business

management.

Brief History of Xerox- Chester Carlson, a patent attorney and part-time

inventor, made the first xerographic image in his makeshift laboratory in Astoria,




Queens, in New York City, on Oct. 22, 1938. He spent years trying to sell his

invention without success. Business executives and entrepreneurs didn't believe

there was a market for a copier when carbon paper worked just fine. And the

prototype for the copier was unwieldy and messy. Some 20 companies, IBM and

General Electric among them, met his invention with what Carlson called "an

enthusiastic lack of interest."

The Xerox India Limited story can be divided into

1. The Start-up years (1983 - 86)

2. The Take-off Phase (1986 - 89)

3. Maturing of the Partnership (1989 - 91)

4. Evolution into The Document Company (1991 - 95)

5. Gearing up for Globalization & Knowledge Growth (1995 - 99)

6. 2000 & Beyond : Leading the Digital Document Revolution

Today Xerox is much more than ; fulfilling the needs of all types of customers

with product ranging from analog to digital and monochrome to color. The

product are consistently rated among the world’s best by independent testing

organization since 1980 Xerox has won 25 national quality awards in 20

countries. Xerox is a company that is founded on and thrives on- innovation. The

Xerox innovation group explores the unknown, invents next generation

technologies and creates new business and shareholder value through its five

worldwide research centers and associated operational. Haloid coined the word

"Xerox" for the new copiers, and in 1948, the word Xerox was trademarked.

Inspired by the early, modest success of its Xerox copiers, Haloid changed its

name in 1958 to Haloid Xerox Inc. The company became Xerox Corporation in

1961 after wide acceptance of the Xerox 914, the first automatic office copier to

use ordinary paper. September 2004 marked the 45th anniversary of the Xerox

914. More than 200,000 units were made around the world between 1959 and

1976, the year the company stopped production of the 914.




In 1963, Xerox announced its first desktop plain paper copier. Ten years later in

1973, a color copier was introduced. In 1971, Gary Stark weather a researcher

tried to modify a Xerox copier which resulted in the evolution of the first laser

printer in 1977.

Xerox was revived in the 1980s and 1990s with better quality in design and

enhanced product line. It was in the 1980s that Apple considered purchasing

Xerox. However, not able to strike a deal, Apple copied the GUI idea of Xerox for

its own personal computers.

Xerox's case was dismissed as it had passed the three year statute limitation and

was too late to file the suit. The 1990s saw a complete new look to its product

line. High quality printers, scanners, etc made Xerox a market leader. In the year

2000, Xerox bought Tektronix color printing and imaging division for US$925

million. Four years later in September 2004, Xerox proudly celebrated the 45th

anniversary of Xerox 914. After selling over 200,000 units across the globe from

1959 to 1976, the product was finally called off by the end of 1976. Today, Xerox

914 is a part of American History as an aircraft in Smithsonian Institution.

To whom Xerox serve-

Xerox India Limited provides document management solutions to government,

education, and commercial and other public sector customers. It offers printing

and publishing systems; digital multifunction devices; digital copiers; laser and

ink printers; fax machines; document-management software; and supplies, such

as toner, paper, and ink. The company also provides software and solutions that

are used by businesses to print books, create personalized documents, and scanand route digital information. In addition, it offers document management

services, such as operating in-house production centers, developing online

document repositories, and analyzing how customers create and share

documents




Color Printer

This Color Printer from Xerox India Limited Gives and Excellent Image Quality

Compared To, the others.

Black & White Printer

The Four New Black And White Printer Introduced By Xerox India Limited Are

In Models.

Color Laser Printer

These Features Of This Color Laser Printer From Xerox India Limited Include,

Color Is Up.

Work Centre For Office

Xerox India Limited Presents A Versatile Work Centre That Gives Print, Copy,

Scan And It Company a good position.

.PRODUCT PORTFOLIO-

Networked Office Printers

Phaser 3124

Phaser 3150

Phaser 3500

Phaser 4500

Phaser 4510

Phaser 5500

Phaser 6110

Phaser 6120

Phaser 6130

Phaser 6180

Phaser 6300

Phaser 6350

Phaser 6360

Phaser 7400

Multi Functional Device

DocuColor 240/250

DocuColor 242 Printer/Copier



FaxCentre F110

FaxCentre F116

FaxCentre 2121

FaxCentre 2218

Phaser 3200MFP

Phaser 6110

Phaser 6115MFP

Phaser 6180MFP

Phaser 8560MFP

http://suppliers.jimtrade.com/151/150281/42317.htm















Phaser 7760

Phaser 8500

Phaser 8550

Phaser 8560

Phaser 8860

Xerox 4110

Phaser 8860MFP

WorkCentre 133

WorkCentre 232/238/245/255/265/275

WorkCentre 4118

WorkCentre 4150

WorkCentre 5600

WorkCentre 7132

WorkCentre 7232/7242

WorkCentre 7328

WorkCentre 7335

WorkCentre 7345

WorkCentre 7665

WorkCentre 7675

WorkCentre C2424

WorkCentre M15/M15i

WorkCentre M20/M20i

Steps of sales – SPANCO

Sales approach should be SPANCO which could be further elaborated into

Suspect, Prospect, Approach,

Negotiate, Close the Call and finally get the Order. The various steps are

explained below:

1- Suspect- Fact Finding Mission Record all contacts

2- Prospect- Validation and Classification – H/W/C. Time Table preparation,

Initiating Next Steps

3- Approach-- Contacting the M.A.N. Submission of the Proposal

4- Negotiation- Demonstration. Submission of fresh proposal

5- Closing- Collecting the order

6- Order- Processing the order, Delivery, Installation and KOT. Collection




Suspect

The sales cycle starts from a suspect. The suspect is a new door. To be sure that

the new door has a suspect behind it, the salesman must go and see for himself.

To convert the suspect into a prospect, the salesman requires information. The

information can only be gained with the eyes and so the salesman must go and

look. Most of the salesman’s information will however come from asking

questions of the people he meets when he calls on the suspect.

Prospect

The suspect is identified as a M.A.N. and qualifies as a prospect. The business

of a prospect will need the services and solutions offered by Xerox. We need to

make the prospect recognize these needs and educate him on the same.

Approach

The prospect is approached at this stage of SPANCO sales process. The

approach is done through a business appointment that is convenient to the

prospect. Even the prospect is open for a Demo of the product through which hisneed can be met. At the end of this step a proposal of business is submitted to

the identified prospect which includes the primary quotation.

Negotiation

Negotiation is your opportunity to demonstrate your commitment (and your

company's) to long-term relationships to maximize value for both parties (for

those who sell to businesses, value is ultimately synonymous with profit).

Negotiation in sales can be a formal event, at a specific time and on a specific

date, or it can be an ongoing theme at different points of the sales process.

Negotiation is beyond price. Negotiation includes the entire value proposition. As

a sales

Professional you're seeking mutually beneficial relationships with prospects and

customers which means you're going to seek a true win/win solution. Practiced




and applied, negotiation skills can increase the level of trust and credibility you

and your company have with your prospects and customers.

Closing

Closing is defined as obtaining the customer commitment.

The Art of Closing:

1. Closing stage of a skillfully run and executed sales process.

2. Natural culmination of everything in sale that has preceded it.

3. Successful closing depends on a sales person’s ability to effectively

investigate customer needs and demonstrate the machine capability and ability

to effectively seek and obtain customer commitment.

The Closing Process

1. Summarize the benefits the customer accepted during the call.

2. Formulate an action point requiring customer commitment.

Example-

Customer: This machine is perfect to our requirement.Salesperson: We have agreed that the machine we have offered offers excellent

copy quality and correctly fits into your budget. Let’s go and complete the paper

work right now.

Order

This is the final step of SPANCO sales process. In this stage the order is

processed within the turnaround time assured by the company. The delivery is

made during this stipulated time period and the machine is installed at the

customer site for productivity. The Order stage is followed by the collection as

per the agreement made during the negotiation stage




Sales force-

Xerox has mainly 5 managers operating in Somajiguda.

1) Central govt.

2) State govt.

3) Smb.

4) Major accents

5) Graphic arts.

All these managers operate in their own region.

Xerox use following methods for promotion-

1 MRE activities

2 Road shows conduct

3 Advertisements

4 Invitations

5 Maintaining activities

Customer service-For high end Customer Company sell their equipments

through channel. Xerox has appointed Authorized service provider (Tricom

telecom) for any services. After sale also Tricom telecom is providing services tothe customer directly.

Distribution network- It is operating through tier -1 distributors i.e, Redington,

Esys, Global. And tier-2 consists of dealers, they finally distribute to the

customer.




Xerox SWOT analysis

Strengths:

Xerox is a technology and services corporation. Xerox has a strong corporate

brand, which is synonymous with its products i.e. copiers, printers, fax

machines which it provides a range of document equipment, software solutions

and services. In addition the company provides paper services offering its

customers 100% recycled paper

They develop efficient working solutions for companies worldwide, both by

providing technical support and environmental initiatives helping companies to

meet their environmental targets

The company has a strong environmental focus which it has developed

internally into a strategy of operations focused on environmental initiatives

which has saved the company hundreds of millions of dollars.

It invests heavily in Research and Development to keep up with market

requirements for ever evolving products featuring both environmental and

technological benefits and features

The organization has a reputation for innovation and high quality management

The company has developed an internal policy of recycling copiers and other

equipment i.e. toners, paper etc, which it also offers the benefits of these

environmental solutions to its customers




Weaknesses:

The company operates in an ever changing, fast paced market dynamic which

puts an increasing pressure on product development focusing on innovative

feature design

As a Group they only invest 1 – 2 % of Research and Development budget on

environmental developments on their product line, choosing to focus more on

the main driver of the market which is feature advancement

Opportunities:

Competitive edge could be gained in the marketplace through more focus on

research and development centered on the environmental features of products,

meeting higher environmental product grade

Xerox as a Group already offer support for companies to meet their

environmental commitments. These could be added more as a benefits

package for companies to manage their environmental stratagem.

Threats:

Growing pressure on companies to become carbon neutral and have efficient

and tangible environmental strategies in operation impact on every level of the

supply and demand chain in every business. This in turn may lead to Xerox

having to invest more in the research and development of environmentally

focused products and components which may determine and provide them with

greater competitive edge in attracting tomorrow’s customer.

Due to the economic conditions being experienced in all business sectors at

the present and indeed the foreseeable future, companies and corporations are

seeking to reassess, realign and streamline their operations, seeking to reduce

the operating costs of their practices thus as a consequence reducing budgets

across the board, this in turn may impact on the purchase of office solutions,




office equipment and technical support. This combined with environmental

commitments companies may choose to reuse and recycle as opposed to

renewing current products

Financial constraints due to a downturn in sales and new business may put

pressure on and restrict budgets for innovation, design and development of

new product features and environmental research and development which are

issues and features that are becoming more important to today’s corporate and

retail consumer as the emphasis on all products going to market are on both its

technical features and its capacity to be recycled and reused.




INDUSTRY OVERVIEW

Key players

Canon

Incorporated in 1997, Canon India Pvt. Ltd. is a 100% subsidiary of CanonSingapore Pvt. Ltd. a world leader in imaging technologies. Canon today has

offices spread across 7 cities in India with an employee strength of over 700

people and markets 140 comprehensive ranges of sophisticated and

contemporary digital imaging products in the country. These include

photocopiers, multi-functional peripherals, fax-machines, inkjet and laser printers,

scanners, All-in-ones, digital cameras, digital camcorders and multimedia

projectors, cable id printers, semiconductors and card printers.

Hewlett Packard India Sales Pvt. Ltd. – (HP)

Established in 1988, India is one of the largest and most diverse sites for HP

outside of thus. The company 25,000+ employees are spread over 45 locations.

The businesses represented in HP India include: Technology Solutions Group

(TSG) - In addition to Enterprise Systems, Storage and Software, TSG includes

Managed Services, Consulting & Integration and Technology Services. The

products and services from this organization serve Enterprise, Public Sector and

SMB Customers. Imaging and Printing Group (IPG) - is the leading provider of

printing and imaging solutions for both business and consumers - printer

hardware, all-in-ones, digital imaging devices such as cameras and scanners.




Personal Systems Group (PSG) - focuses on providing simple, reliable and

affordable personal computing solutions and devices for home and business use,

including desktop and notebook PCs, workstations, smart handhelds, personal

storage and access devices. Global Delivery India Centre (GDIC): The Global

Delivery Application Services Center (GDAS) India is a service under GDIC.

GDAS India is the flagship centre for HPs strategy for global delivery of

application services.

Other competitors are-

1. Ricoh

2. Panasonic

3. Brothers

4. Samsung

5. Sharp

6. Toshiba

THE CUSTOMERS-

Xerox mainly deal with construction industries, Pharmaceutical Companies,

Laboratories, IT consultancies, Software developers, BPOs, Engineering

companies. The construction companies mainly use A0 size photocopier for their

using purposes, Pharmaceutical goes for A3 size, engineering companies also

use A3 & laboratories goes for A3 & A4 both according to their nature of the

business.




LITERATURE REVIEW

Doing my Internship program it was really an opportunity for me, when I had a

chance to convert my theoretical knowledge into practical and of real world type.

Fortunately, the company I got is a true follower of the various principles of

management and also one of the leading companies in its segment of the

industry. The working environment that I was being provided was extraordinary

and helped me a lot in delivering my work properly and with full potency of mine.

Xerox India Limited is one of the renowned names in the Office documentation

solution industry. The graph of sales of these respective product lines is the best

in the industry as compared to their competitors. I did my summer training project

at Xerox India Limited Somajiguda Hyderabad (A.P), where I found all the

professionals are very much committed to their work as well as they were all

professionals enough. This helped me a lot in getting a good deal of exposure.

As I had to consult the Channel partners, I felt myself, in the beginning, in a bit

problem. But the Cooperation of my superiors at the work induced confidence in

me to deal with my problems whenever they came.

CONSUMER BUYING BEHAVIOR

Consumer Buying Behavior refers to the buying behavior of the ultimate

consumer. A firm needs to analyze buying behavior for:

Buyers reactions to a firms marketing strategy has a great impact on the

firms success.




The marketing concept stresses that a firm should create a Marketing Mix

(MM) that satisfies (gives utility to) customers, therefore need to analyze

the what, where, when and how consumers buy.

Marketers can better predict how consumers will respond to marketing

strategies.

STAGES OF CONSUMER BUYING PROCESS

There are 5 stages of consumer buying process:

PROBLEM RECOGNITION : Perceiving a Need

1. Perceiving a difference between a person's ideal and actual situations big

enough to trigger a decision.

http://www.udel.edu/alex/chapt1.html#mix







2. Can be as simple as noticing an empty milk carton or it can be activated

by marketing efforts

INFORMATION SEARCH : Seeking Value The information search stage clarifies

the options open to the consumer and may involve

two steps of

information

search

INTERNAL

SEARCH

1. Scanning one’s memory to recall

previous experiences with products or

brands.

2. Often sufficient for frequently

purchased products.

EXTERNAL

SEARCH

3. When past experience or knowledge is

insufficient

4. The risk of making a wrong purchase

decision is high

5. The cost of gathering information is

low.

The primary sources of external information

are:

1. Personal sources, such as friends and

family.

2. Public sources, including various

product-rating organizations such as

Consumer Reports.

3. Marketer-dominated sources, such asadvertising, company websites, and

salespeople




ALTERNATIVE EVALUATION: Assessing Value The information search clarifies

the problem for the consumer by

1. Suggesting criteria to use for the purchase.

2. Yielding brand names that might meet the criteria

3. Developing consumer value perception.

A consumer's evaluative criteria represent both

o the objective attributes of a brand (such as locate speed on a

portable CD player)

o the subjective factors (such as prestige).

These criteria establish a consumer's evoked set

o the group of brands that a consumer would consider acceptable

from among all the brands in the product class of which he or she is

aware

PURCHASE DECISION : Buying Value

Three

possibilities

FROM WHOM

TO BUY

which depends on such considerations

1. Terms of sale

2. Past experience buying from the seller

3. Return policy.

WHEN TO

BUY

which can be influenced by

1. store atmosphere

2. time pressure

3. a sale

4. pleasantness of the shopping




experience.

DO NOT BUY

POSTPURCHASE BEHAVIOR: Value in Consumption or Use

1. After buying a product, the consumer compares it with expectations and is

either satisfied or dissatisfied.

2. Satisfaction or dissatisfaction affects

a. consumer value perceptions

b. consumer communicationsc. Repeat-purchase behavior.

3. Many firms work to produce positive post purchase communications

among consumers and contribute to relationship building between sellers

and buyers.

4. Cognitive Dissonance. The feelings of post purchase psychological

tension or anxiety a consumer often experiences

5. Firms often use ads or follow-up calls from salespeople in this post

purchase stage to try to convince buyers that they made the right decision.

3 general problem-solving variations exist in the consumer purchase decision

process:

Routine ProblemSolving

1. Virtually a habit

2. Involves little effort seeking external information and

evaluating alternatives.3. Typically used for low-priced, frequently purchased

products.

Limited Problem 1. Involves the use of moderate information-seeking




Solving efforts.

Often used when the buyer has little time or effort to

spend.

Extended Problem

Solving

1. Each stage of the consumer purchase decision

process is used

2.

3. Considerable time and effort on

4.

o external information search and in identifying

o evaluating alternatives.

o

5. Used in high-involvement purchase situations.

Involvement and

Marketing Strategy

1. Low and high consumer involvement has important

implications for marketing strategy, which differs for

products that are market leaders from their

challengers.




SITUATIONAL INFLUENCES

PSYCHOLOGICAL INFLUENCES ON CONSUMER BEHAVIOR

Concepts such as motivation and personality; perception; learning; values,

beliefs and attitudes; and lifestyle are useful for interpreting buying processes

and directing marketing efforts.

1. MOTIVATION

1. is the energizing force that causes behavior that satisfies a need.

2. Needs are hierarchical

3. Once basic physiological needs are met, people seek to satisfy learned

needs.




A

From lowest to highest the hierarchy is:




2. PERSONALITY

1. A person's consistent behavior or responses to recurring situations.

2. Research suggests that key traits affect brand and product-type

preferences.

3. Cross-cultural analysis also suggests that residents of different

countries have a national character, or a distinct set of personality

characteristics common among people of a country or society.

4. Personality characteristics are often revealed in a person’s self -

concept, which is the way people see themselves and the way they

believe others see them.

3. PERCEPTION:

1. The process by which an individual uses information to create a

meaningful picture of the world by

a. selecting,

b. organizingc. interpreting

2. Perception is important because people selectively perceive what they

want and it affects how people see risks in a purchase.

SELECTIVE PERCEPTION:

Selective

perception

1. Filtering

a. exposure,

b. comprehension, and

c. retention

2. in the human brain’s attempt to organize and interpret




information.

Selective

exposure

1. Consumers can pay attention to messages that are

consistent with their own attitudes and beliefs

2. Consumers can ignore messages that are inconsistent.

Selective

comprehension

1. Involves interpreting (distorting?) information so that it

is consistent with a person's attitudes and beliefs.

Selective

retention

1. Consumers do not remember all the information they

see, read, or hear.

Subliminal

Perception

1. Consumers see or hear messages without being aware

of them.

2. This is a hotly debated issue with more popular appeal

than scientific support.

3. Research suggests that such messages have limited

effects.

PERCEIVED RISK:

1. Anxieties felt:

o Consumes cannot anticipate the outcomes of a purchase

o Believe that there may be negative consequences.

2. Marketers try to reduce a consumer's perceived risk and encourage

purchases by strategies such as providing

3. Free trial of a product

4. Securing endorsements from influential people

5. Providing warranties and guarantees.

4. LEARNING :




1. Those behaviors that result from

o Repeated experience

o Thinking.

2. The process of developing automatic responses to a situation built up

through repeated exposure to it.

Behavioral Learning

3. The process of developing automatic responses to a situation built up

through repeated exposure to it.

4. Marketers use two concepts from behavioral learning theory:

5. Stimulus

generalization

6. Occurs when a response elicited by one

stimulus (cue) is generalized to another.

7. Using the same brand name for different

products is an application of this concept

8. Stimulus

discrimination

9. Refers to a person's ability to perceive

differences in stimuli.

10. The advertising for Bud Light beer is an

example of this concept.




ATTITUDE FORMATION

Attitude

A learned predisposition to respond to an object or class of

objects in a consistently favorable or unfavorable way.

Shaped by our values and beliefs which are learned.

Values

Personally or socially preferable modes of conduct or states of

existence that are enduring.

Beliefs

Consumer’s subjective perception of how well a product or brand

performs on different attributes.

ATTITUDE CHANGE

Approaches

to try to

change

consumer

attitudes

Changing beliefs about the extent to which a brand hascertain attributes.

Changing the perceived importance of attributes.

Adding new attributes to the product.

LIFESTYLE

Lifestyle is a mode of living that is identified by

activities How a person spends time and resources

interests What a person considers important in the environment




opinions what a person thinks of self and the world

Psychographics

1. The analysis of consumer lifestyle

2. Helps to segment and target consumers for new and existing products.

Values and Lifestyles (VALS) Program

1. Developed by SRI International

2. Identified eight interconnected categories of adult lifestyles

3. Based on a person’s self -orientation and resources.

Self-orientation Resources

Three patterns of attitudes and activities that help people reinforce their social

self-image.

1. The three patterns are oriented toward

o principles,

o status,

o action.

2. income

3. education

4. self-confidence

5. health

6. eagerness to buy

7. intelligence

8. .energy level




CHAPTER 3

RESESRCH METHODOLOGY

THEORETICAL CONCEPY




Descriptive research:-

The research study is conducted through descriptive research. Descriptiveresearch design is a scientific method which involves observing and describing

the behavior of a subject without influencing it in any way or to identify the cause

of something that is happening. For instance, this research could be used in

order to find out what companies are buying a particular Brand of the product,

where a company’s market share differs between geographical region or to

discover how many competitors a company has in their conducting the research

must comply with strict research requirement in order to obtain the most accurate

figures / results possible.

Research design -A research design is the determination and statement of the

general research approach or strategy adopted for the particular project.

Sample size-The number of sample is 115 from Hyderabad & Secunderabad

city, which fulfills the requirement. Each respondent is treated as a case of

detailed analysis

Sampling design

Convenience sampling is used for this study. Convenience sampling is used in

exploratory research where the researcher is interested in getting an inexpensive

approximation of the truth. As the name implies, the sample is selected because

they are convenient. This non probability method is often used during preliminary

research efforts to get a gross estimate of the results, without incurring the cost

or time required to select a random sample




CHAPTER 4

DATA COLLECTION

ANALYSIS & INTERPRETATION




For the accumulation of data the sources were primary and secondary data. Primary Data:

These data are raw material. They are the measurement observed and recorded

as a part of original study. They are original in character. The investigator or

researcher directly collects this data. The basic form of obtaining this data is by

observing and questioning. The Primary data was a detailed interview schedule

with the help of a detailed questionnaire. The samples were drawn purposively

from various areas for the relevance of the study.

Secondary Data:

They are not originally drawn by the researcher as fresh data. These are

collected by some other person for this purpose and published. These types of

data can be collected through various sources. For this study no secondary data

used.

Tools and techniques of analysis -Percentage analysis and General statistical

tools were used in the study

Location and Duration of the study The study was conducted among the

customers of Hyderabad & Secunderabad. The duration of the project study was

45 days.




DATA ANALYSIS

Market share of key players: in printer market in Hyderabad.

Brand name No. of printers % share

HP 97 67%

Canon 42 29%

Xerox 02 01%

Other 05 07%

[Figure No1.10]

INTERPRETATION – From the above pie chart HP is market leader in printer

market with 67% share and Canon is in the second position with 29% market

share. The market share of Xerox is only 1%.

67%

29%

1% 3%

Market share in printer market

HP

Canon

Xerox

Other




Market share of key players: in separate scanner market in Hyderabad.

Brand name No. of scanners % share

HP 20 57%

Canon 15 43%

Xerox 0 0%

Others 0 0%

[Figure No1.11]

INTERPRETATION – From the above pie chart it interpreted that HP is market

leader with maximum market share of 57% and Canon having 43% market

share.

HP

57%

Canon

43%

Xerox

0%

Others

0%




Market share of key players in separate MFP market in Hyderabad

Brand name No. of MFP % share

HP 24 41%

Canon 19 32%

Xerox 03 05%

Sharp 04 07%

Samsung 09 15%

[Figure No.1.12]

INTERPRETATION – From the above pie chart, HP is the market leader of MFP

segment with 41% market share and Canon is having 32% market share,

Samsung is15% share, Xerox is having 5% market share and sharp is having 7%

market share.

41%

32%

5%

7% 15%

No. of MFP

HP Canon Xerox Sharp Samsung




-Market share of key players in separate fax market

Brand name No. of faxes % share

HP 06 46%

Canon 02 15%

Xerox 01 08%

Others 04 31%

[Figure No1.13]

INTERPRETATION - From above pie chart HP is in No.1 position with 46%

market share, Canon on second position with 15 %, and Xerox on third position

with 8% market share catering to market. But other brands like Sharp, Brother,

Toshiba etc appearing in market with 31% market share.

46%

15%

8%

31%

Market share in faxes

HP

Canon

Xerox

Others




Market share of key players in separate photocopier market

Brand name No. of copiers % share

HP 0 0%

Canon 09 69%

Xerox 04 31%

[Figure No.1.14]

INTERPRETATION – From above pie chart [Figure No.1.14] it is interpreted that,

Canon is the market leader with 69% market share and Xerox on the second

position with 31 % market, there is no other market player appearing in this

segment.

0%

69%

31%

Chart Title

HP

Canon

Xerox




Q.3- Influencing factor when making a purchase decision-

Factor No. of customers %

Price 11 10%

Quality 82 71%

Speed 05 04%

Brand name 17 15%

[Figure- 1.16]

INTREPRETATION- From the above pie chart 71% of customers consider

quality of device, 10% consider price, 15% consider brand name and only 4%

customers consider speed of devices.

10%

71%

4% 15%

No. of customers

Price

Quality

Speed

Brand name




Q.4 (A)- Overall satisfaction level on following factors on existing printing

devices.

(1)Ease of use. (2) Service response time. (3) After sales service.

(4) Quality of repairing. (5) Frequency of break down in a month. (6) Quality of

printing. (7) Running cost.

Satisfaction level No. of customer %

Satisfied 95 82%

Very satisfied 18 15%

Neither S. nor D.S 01 01%Dissatisfied 01 01%

Very dissatisfied 01 01%

[Graph No. 1.17]

INTERPRITATION- As pie chart is indicating that 82% of customers are satisfied

with their existing devices, 15% customers are very satisfied and only 1%

customers are dissatisfied with their existing printing devices.

82%

15%

1%

1%1%

No. of customers

Satisfied

Very satisfied

Neither S. nor D.S

Dissatisfied

Very dissatisfied




Q.4(C)- Service response time on existing devices-


Satisfied 76 66%


Neither S. nor D.S 17 15%

Dissatisfied 12 10%


[Graph No. 1.18]

INTREPRITATION- From the above pie chart [Graph No. 1.18] for the service

response time - 66% of customers are satisfied, 9% of customers are very

satisfied, 15 % are neither satisfied nor dissatisfied and 10 of the customer are

dissatisfied..

66%9%

15%

10%

0%

No. of customer

Satisfied

Very satisfied

Neither S. nor D.S

Dissatisfied

Very dissatisfied




Q.4 (D)- Satisfaction level on after sales service.


Satisfied 09 08%



Dissatisfied 09 08%


[Figure No.1.18]

INTERPRETATION – As per above pie chart 8% of customers are satisfied,

73% of customers are very satisfied with after sales service with their existing

brand’s devices, and only customers 8% are dissatisfied. The common inference

is that maximum no. of customers are very satisfied with after the sales service.

8%

73%

11%8%

0%

No. of customer

Satisfied

Very satisfied

Neither S. nor D.S

Dissatisfied

Very dissatisfied




Q.4 (E)- Satisfaction level on frequency of break down in a

month.


Satisfied 99 86%



Dissatisfied 0 0%


[Figure No.1.19]

INTERPRETATION – As per above pie chart 86% of customers are satisfied with

frequency of breakdown, 6% very satisfied, 8% of customers are neither satisfied

nor dissatisfied.

86%

5%8%

0% 1%

No. of customer

Satisfied

Very satisfied

Neither S. nor D.S

Dissatisfied

Very dissatisfied




Q.4 (E)- Satisfaction faction level for quality of printing with existing

devices.


Satisfied 88 77%



Dissatisfied 04 03%


[Figure No. 1.20]

INTERPRETATION – As per above pie chart 77% of the customers are satisfied

with print quality and 3% of customers are dissatisfied with their existing devices.

77%

18%

1%

3%

1%

No. of customer

Satisfied

Very satisfied

Neither S. nor D.S

Dissatisfied

Very dissatisfied




Q.4 (F)- Satisfaction level for running cost.


Satisfied 95 83%



Dissatisfied 05 04%


[Figure No. 1.21]

INTERPRETATION – From the above pie chat 83% customers are satisfied, 6%

are very satisfied, 7% neither satisfied nor dissatisfied and 4% of customers are

dissatisfied with running cost of their existing devices.

83%

6%7%

4% 0%

No. of customer

Satisfied

Very satisfied

Neither S. nor D.S

Dissatisfied

Very dissatisfied




Q.5- Does your organization have any expansion plan?

Option No. of customers %

Yes 37 32%

No 78 68%

[Figure no.1.22]

INTERPRETATION – From the above pie chart [Figure no.1.22] 32%

organizations are having expansion plan and 68% of the organizations are nothaving any expansion plan.

32%

68%

No. of customers

Yes

No




Q.6. Do you have plan to purchase any new devices?


Yes 46 37%

No 78 63%

[Figure No. 1.23]

INTERPRETATION –

As per pie chart 37% organizations are indented to purchase new devices and

remaining 63% organization doesn’t have any purchase plan.

Q.7. If, Yes then which device you are willing to purchase?

37%

63%

No. of customers

Yes

No




Devices No. of plan to purchase

Photocopy machine 0

Printer 15

Scanner 05

MFP(all in one) 23

[Figure No.1.24]

INTERPRETATION –

As per pie chart 53% of the customer are willing to purchase MFP and 35 % want

only printer , 12% are willing to purchase scanner and there is no demand for

photocopier. The common inference is that now a day’s customers are focusing

on MFP devices.

0%

35%

12%

53%

No. of plan to purchase

Photocopy machine

Printer

Scanner

MFP(all in one)




Q.9. When you are intend to purchase?

Intend to purchase No of customer %

<30 days 01 02%

<60 days 02 05%

<90 days 02 05%

After 90 days 35 88%

[Figure No. 1.25]

INTERPRETATION – As per pie chart 88% percent of the customers are intent

to purchase after three months, 2% in less than 30 days, 5% less than 60 days

and again 5% customers are willing to purchase devices less than three months.

2% 5%5%

88%

No of customer

<30 days<60 days

<90 days

After 90 days




Q.10. Awareness of latest product and services o offered by Xerox India

limited.

Options No. awareness %

Yes 34 30%

No 81 79%

[Figure No. 1.26]

INTERPRETATION - As per above pie chart 70% of the customers are not

aware about latest products and services offered by Xerox India Limited, only

30% of the customers are aware.

30%

70%

No. awareness

Yes

No




Q.10. No. of customers willing to meet Xerox representatives to discussing

and implementing a cost effective document solution.


Yes 51 44%

No 64 56%

[Figure No. 1.27]

INTERPRETATION –

As above pie chart is indicating that 44% customers are willing to meet Xerox

representatives to implement and discuss the effective document solution within

organization .And 56% are not willing to meet.

44%

56%

No. of customers

Yes

No




CHAPTER5 FINDINGS

RECOMMENDATIONS

CONCLUSIONS




FINDINGS

1 -: Most of the customers are not aware about the products and services offered

by Xerox India Limited. Even most of the people don’t know that Xerox is the

brand name, Xerox is the company, they think that Xerox means only photocopy.

I met a customer he said just before some days I purchase a Xerox machine of

Canon brand, that means name is Xerox but instead of it Canon machine is

being sell.

2-: After survey the customers are giving priority to quality, price is not a

consideration, even though they are hesitating to purchase Xerox products, is the

reason behind Xerox products usage or word of mouth for Xerox is not good.

Compare to HP and Canon products, Xerox products are not displayed widely in

market.

3-: HP is the market leader in each of its offered printing product in market

whether it printer, scanner, fax or else MFP device, excepted photocopier.

4-: Canon is market leader in photocopier segment.

5-: Customers are willing to purchase quality product. Price is not a

consideration.

6-: Now day’s customers are not giving that much importance to brand name.

7-: Xerox has appeared in the market like an English vocal.

8-: Existing customers of XEROX are not satisfied with service quality.

9-: customers are happy with their existing brand devices.

.




RECOMMEANDTIONS-

Market awareness- Xerox needs advertisement and promotional strategy to

create awareness of its product and services.

Concentrate on pricing strategy – Xerox need to focus on pricing strategy

because of competitors pricing strategy.

Retaining to existing customers - Xerox must retain its existing customers by

giving best service quality.

After sale service- Xerox after sale service is very poor, if they improve on this

ground, then it will recover its market share again. the customers are switching

over to other companies due to this reason only.

Measuring customer satisfaction- Xerox is lagging behind in the market

because of this reason. If they focus on measuring customer satisfaction, then

they can again achieve its position.

Complaint department- Xerox should introduce a complaint department. As it is

having only servicing centers they are not responding properly as said by the

customers. So they should make a point on this.

New offers time to time- Xerox being a brand, never allow any discounts or

offers. To make customers, or sell the products, they must introduce some offers

or discount plans to increase sales graph.

Attracting to new customers- Company can give attractive gifts to attract new

customers.




Learning’s

During my 42 days STP I have learnt the following things-

How to prepare formal questionnaire for market research.

It gives me a great opportunity to develop my management skill,

knowledge and my positive attitude.

I learnt how to talk, how to walk and how to behave in the organization.

How to approach and convince to right person within a short period of time

for responding.

How to convince different people to collect information.

Strategy Adopted By Me During The Course of Training :

1. Preparing a questionnaire-

It was the first step taken by me. After forming the questionnaire, i started

collecting the data in Hyderabad.

2. Finding out right person in the organizational –

After forming the questionnaire, I had started to visit in allotted territory to

meet the IT manager or else Admin manager regarding collecting the

certain data.

3. Gathering information about existing machine in organization-

By doing this we are getting information about the competitors of Xerox,

here I used to asked details about the existing machines, how long they

have purchased that, what about their satisfactory level & other related

questions.




4. If I found there is a requirement so I suggested them to replace that

machine or exchange it with new one-

If I was getting opportunity related to new purchase there, I suggested

Xerox.

5. I focused on MFDs & Laser Printer of Xerox India Ltd-

Some companies are still there who are not having MFDs, there I mainly

focusing on them to purchase MFDs




Conclusion

According to my survey I conclude following things -

H.P. is the market leader in Printer, fax, and M.F P’s market in Hyderabad.

Canon is the market leader in photocopier segment.

This research helps me to improve my hidden potential to succeed in my

carrier.

It helps me to use my theoretical knowledge in practical.

On a personal side it gives me a chance to understand different peoplemindset and different kinds of consumer behavior.

From this project I learn how to prepare Questionnaires and how to search

loyal customers for our company.

I learnt how to convince customers for purchase of Xerox products.




CHAPTER

6QUESTIONNAIRE

VISITED COMPANIES LIST

BIBLIOGRAPHY




sQUESTIONNAIRE ON MARKET DYNAMICS AND CUSTOMERS SATISFACTION

1. Are you using any of the following devices?

Sl. No. Name of Devices Name of Brand Model No. Year of Purchase

1 Photocopier

2 Printer

3 Scanner

4 Fax Machine

5 MFD

2. What is your AMPV (average monthly printing/copy volume)?

< 5000 5000-10000 10000-15000 >15000

Black & white

Color

Average photocopy volume

< 5000 5000-10000 10000-15000 >15000

Black & white

Color

3. Please rate the following factors in the order of preference while making a decision?

Priority of the following [rank them from 1-4]

A. Price

B. Quality

C. Speed

D. Brand Name

Respondent Name

Company

Address

Telephone No

e-mail of the Organization

Average print volume




4. Mark the following according to your satisfaction level on your current devices.

SL. NO. FACTORS Very

satisfied

Satisfied Neither S.

nor D.S

Dissatisfied Very Dissatisfied

1 Overall satisfaction

2 Ease of use

3 Response time

4 After Sales Service

5 Quality of repairing

6 Frequency of break down

7 Quality of printing

8 Running cost

5. Does your organization have any expansion plans?

a. Yes b. No

q

6. Do you have any plan to purchase any new devices?

a. Yes b. No

7. If yes, then which devices?

a. photocopy machine b .printer c. scanner d. MFP

8. When do you intend to purchase?

a. <30 days b. <60 days c. <90 days d. after 90 days

9. Do you prefer to have demo before purchase of devices?

a. Yes b. No

10. Are you aware of products & services offered by Xerox India ltd?

a. Yes b. b. No

11. If No, would you like to meet the Xerox Representatives…………………………….s

Customer Remarks....................................................................................................

12. Organization Structure

POSITION MD Head of Finance Head of purchase Head of Admin Head of MIS

NAME

Remarks……………………………………………………………………………………………

(Signature of Respondent) (Signature of Interviewer)




During STP the fallowing companies has been visited for collecting data.

1. ITC S.A road secunderabad 040-452345454

2. Bharathi Cement ,Banajara hills Hyderabad

3. Bheema cement

4. Wikisoft technology LTD 040-64564440

5. Green India ltd. 040-6464400

6. Dreams media solution,Ameerpet 9885790434

7. Tradewell commodities PVT.LTD 040-23541256

8. Vikram Hospital Cyberabad 040-2311123

9. High Radios 9000830389

10. Oriental bank of commerce Madhpur 040-23100400

11. Soma software solution 040-31902789

12. Aquamall water solution 040-23073108

13. Anjani supply chain solutions, Kukatpalli 040-6450383

14. Narayana college, Kukatpalli 040-2342893515. Radio city 91.9 FM, Bajara Hills 040-66991100

16. MYK Laticrete, Banjara Hills 9393432440

17. Shri Aparajita Developers LTD, Banjara Hills 040-23386369

18. Bharathi Cement 07702301968

19. Sameer Pramoters& Resort 040-66100731

20. R.L.P Securities 040-27125983

21. Life Style, Banajara Hills 040-65402353

22. Wiki Instruments LTD 040-65219954

23. Muthhoot Finance, Bajara Hills

24. M/S. Traxun towers India LTD 040-64521056

25. Metlife, S.R nagar 040-66291700

26.

27. Urban Development Research Institute 040-40119927




28. Lumini Construction 040-23310497

29. Kirloskar Electronic company LTD 040-23310497

30. Pitti Lamination, Somajiguda 040-2331768

31. VISU International LTD, Somajiguda 040-23399241

32. Halcyon Technology 040-30784550

33. Bheema Cement LTD, Somajiguda 040-23423270

34. M.Bhask Rao&Company, Somajiguda 040-23311245

35. Survanshi Spining LTD 040-30512700

36. JSW steel Limited,S.P.Road Paitany 040-27846679

37. JNTU University, Kukatpalli 04027846679

38. Allana LTD,Paitany 040-2781154

40. TATA Steel, Patany

41. Ramky Reclamation&Recyling LTD. Patany 040-27848861882

42. Sufair Express cargo& Logistic,Begumpet 040-64528752

43. Ashok Layland ,S.D road Secunderabad 040-40662000

44. IFFCO TOKIO, S.D.Road secunderabad 040-277189

45. Uniglobe Travels Ltd,S.D road Secunderabad 040-2780681

46. NCC Infra, Banjara Hills Hyderabad 040-23328446

47. INDOTEQ office automation system,

Begumpet

040-27767666

48. Capital fortune private limited, Banjara Hills 040-23302212/6/7/8

49. Techno Brain, Banjara Hills 040-30990202

50. Sika Distribution 07396506961

51. SIDDI VINAYAK PVT LTD, AMEERPET, HYD 040-66446991

52. CMC limited 040-66758595

53. I Logic technologies 040-6662646

54. Sri sai karthikaya Pvt Limited 040-66841414

55. Bhashyam Developer 040-665564442




56. Welly technologies 040-400358559

57. Dream India solutions 040-66686818

58. Data warehousing technologies 040-6646988

59. I CON inc 040-40201063

60. Acer engineering Pvt.Limite, Jubli hills Hyd. 040-2355030

61. Vinsy technology, Madhpur Hyd. 040-6534475

62. Bridge consulting, Madhpur Hyd. 040-6456434

63. New era consulting, Madhpur Hyd. 040-439679

64. Genex technologies Pvt Ltd. Madhpur Hyd. 040-56778

65. BDO consulting, Madhpur Hyd. 040-42007771

66. Uniscript solution, Kukat palli Hyd. 040-2007771

67. Shrike group of companies 040-2784666

68. Cauvery iron & steel Ltd. S.P. road Hyd. 040-2784173

69. Surya laxmo cotton mills Ltd. Secunderabad. 040-2782985

70. Reliance communication Ltd. 040-3033106

71. Vijay iron Ltd.Prasanti nagar Hyderabad 040-2307535

72. Squide design system Ltd. S.R, nagar Hyd. 040-4011976

73. NIIT S,R nagar Hyderabad 040-27136492

78. Bajaj Allianz insurance.A.S rao nagar Hyd. 040-64520082

79. Osis instruments company 040-4002529

80. Sahara travels Lakadi ka pool Hyd. 040-2329848



BIBILIOGRAPHY

1. Dr Kothari C R (2008) Research Methodology: Methods and Techniques Wishwa

Prakashan Publishers ,Delhi

2. Philip Kotler and Kevin Lane Keller (2005), Marketing Management Twelfth

Edition, Prentice Hall, Delhi.s

3. Martin Tina; Sam Manaberi, Vol 2 [2005] distribution channel , Indian Journals

4. Jim Blythe (1999) The Essence of distribution channel , Prentice Hall PTR

5. The ICFAI Journals of Service Marketing (March 2008) Vol. 6,No.1, pp. 40 – 50,

India.

6. Bolton, R.N, Kannan, P.K.Bramlett, M.D (2002), Implications of loyalty program

membership and service experiences for customer retention and value, Journals

of the Academy of Marketing Science.

7. Singh J,(2002), Customer Satisfaction and Loyalty judgment, Journals of

Academy od Marketing Management, pp.18-35

8. Payne Adrian (1998) Marketing Plans For Service Business

9. Sharma N, Sharp A,(1999), the impact of communication effectiveness and

service quality on relationship commitment in consumer, professional services,

The Journal of Marketing Management.

10 . www.TRAI.com

11. www.wikipedia.com/ xeroxindiapvt.ltd.

http://www.essays.se/about/Martin+Tina/

http://www.essays.se/about/Sam+Manaberi/

http://www.amazon.com/Jim-Blythe/e/B001H9XQC2/ref=ntt_athr_dp_pel_1

http://www.trai.com/

http://www.wikipedia.com/

http://www.wikipedia.com/

http://www.trai.com/

http://www.amazon.com/Jim-Blythe/e/B001H9XQC2/ref=ntt_athr_dp_pel_1

http://www.essays.se/about/Sam+Manaberi/

http://www.essays.se/about/Martin+Tina/

dharmendra upadhyay

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