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Services Marketing, 2nd Edition by K. Mohana Rao

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23

Consumer Protection in Services

LEARNING OBJECTIVES

After studying this chapter, you will be able to:

  • Understand the concept of consumerism

  • Understand consumer expectations

  • Understand consumer concerns

  • Understand the consumer movement in India

  • Understand the salient features of the Consumer Protection Act, 1986

  • Understand the business response to consumerism

Neelima was throwing a party at her place to celebrate her friend's birthday. She had spent quite some time finalizing the guest list, the menu and other details. She went to a nearby ATM to withdraw money to pay for the various expenses. The transaction failed twice, and she did not receive any cash. To her horror, she found the amount had been deducted twice from her account, leaving ...

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