Purpose: The purpose of this paper is to review the dimensions of service quality used in different countries across the world, especially in the higher education sector. Design/methodology/approach: Content analysis is used to get a comprehensive insight of the studies accumulated from some of the selected databases such as Emerald Insight, Ebsco ABI/inform, etc. All these studies are related to the measuring of service quality in higher education. Findings: The result of this paper reveals that SERVQUAL is the most widely accepted scale which has its dominance in the higher education setting. The paper focuses on revealing the dimensions which are used in the past studies. The paper notices a huge variation in the items as well as constructs while exploring the dimensions. Further, it is observed that many of the studies considered in this paper picked dimensions from other studies, expert opinions and factor analysis. In addition to this, it is found that different scales are proposed and checked for their reliability and validity through the confirmatory factor analysis. Few studies confirm the validity using average variance extracted (AVE), model fit values and correlations. Practical implications: The study will help other researchers to get a summarised form of different dimensions used in the higher education setting. It also points out the essential and common dimensions of similar studies. Further, with different samples and geographical location, it can help us to identify how the dimension varies as we move from one part to another around the globe with different samples. Further, it formulates directions to pick correct combination of scale, administration and methods that are useful in collecting the data and getting the inference out of it under correct settings. Originality/value: The summarisation of different studies will help the researchers to have a holistic view of the important studies that took place in the higher education setting.

Purpose: – In developing countries like India, changing economic and social condition necessitated working of women irrespective of their religion, class or social status. But at the same time, it raised number of related issues like managing for family adjustment, working environment, etc. The purpose of this paper is to study gender issues like gender stereotype, gender discrimination and sexual harassment in the context of Indian environment.Design/methodology/approach: – A structured questionnaire was developed to collect primary data from 500 firms in India. The data collected through questionnaire was coded and tabulated keeping in context with the objective of the study and was analysed by calculating frequencies, factor analysis and one way analysis of variance.Findings: – Results elucidate seven job-related factors (infrastructure, HR functions, organisational climate, legal pursuit, empowerment, training and development and ethical concerns) and two individual factors (interpersonal and mindset) that are considered essential for women employees in Indian organisations. Analysis indicates that though age and level of management has no significant effect on these factors but male and female respondents differ significantly on their opinion regarding these issues.Research limitations/implications: – The respondents in present study have been taken mainly from service sector, manufacturing sector and education sector, thus the study looks at only organised sector. The research work suffers from the usual limitations of survey research method.Practical implications: – With women becoming an integral part of the workforce, managers must examine their reliance on stereotypical views concerning women. Gender is a socio-cultural phenomenon and organisations are a key aspect of a given culture. Organisational analysis needs to take into account the relationship between gender, gender stereotypes and organisational life.Originality/value: – The paper studies gender issues of gender stereotype, gender discrimination and sexual harassment on a pan India basis covering various sectors and contribute to the subject from Indian perspective.

Purpose – There is a need to promote socially responsible consumption which would accelerate the efforts of economic upliftment and sustainable development initiated by the government and corporates through corporate social responsibility initiatives. This study aims to explore the factors that contribute to socially responsible consumption across demographic factors. Design/methodology/approach – The socially responsible consumption behaviour (SRCB) scale developed by Antil and Bennet was used to gather responses on a five-point Likert scale along with information on demographic profile from the residents of Delhi National Capital Region. Findings – The factor analysis revealed a striking finding that personal contribution is the most important factor that governs socially responsible consumption, and this factor also emerges across demographic variables to have significant contribution for the consumption. Gender wise, there is no significant difference, while education bears an inverse relationship with SRCB. People in the middle-income group with lower incomes and younger in age are more likely to exhibit SRCB. Research limitations/implications – The implications for marketers is to use the results of this study in their promotion for targeting consumers by focusing on the joy/pride of personal contribution in being socially responsible while they fulfil their product purchase needs that could create a loyal segment of consumers who would buy such products and further spread a positive word of mouth to convert non-consumers into buyers, leading to sustainable economic development. Policymakers and the Government need to promote SRCB by subsidizing goods that are generated from such sources to enhance their usage. Younger Indians, in the early years of their career and people in middle-income groups, are promising customers with higher inclination to be socially responsible in their purchase behaviour. This paper presents a practical dimension of personal contribution that could be used to develop promotion strategies to motivate consumers towards socially responsible consumption. Practical implications – These incorporate usage of the results of this study to promote cause-related marketing, wherein a company donates a portion of each purchase made by its customers during a specific period to a socially responsible cause. Marketers can enhance the purchase of socially responsible products by creating awareness among their target consumers about the consequences of their purchase and their personal contribution in community development. Creating confidence among customers and goodwill by providing awareness of the contribution made by firms in the social development of the country will encourage customers to patronize products of such firms, as they would feel a sense of personal contribution in nation development by supporting buying from such firms. Social implications – The adoption of socially responsible consumption by the vast majority of population shall uplift the economically backward sections of society, thereby creating employment opportunities and incomes at the bottom of the pyramid, ultimately, leading to sustainable economic development and attainment of millennium development goals. Originality/value – This is a maiden attempt to gain an insight into the Indian SCRB. This can be a base for further studies in the area of socially responsible consumption which is relatively unexplored in the Indian context.

In this competitive world, the human senses and their responsiveness play a vital role in influencing consumer behavior and purchase patterns. Brands are using neuromarketing to employ different sensory tactics to cover the maximum market share and connect with customers. Marketers use neurosciences techniques to connect with customers on emotional and behavioral aspects, known as the sensory branding approach. This trending approach of neuromarketing helps brands to create synergy in marketing with the creative use of psychology and neurosciences to make strategies for different customers at same time. The chapter aims to explore how brands use sensory emotional connections with customers to influence them to purchase. Using a conceptual approach for this chapter, it is explained what the sensory branding uses to create a powerful brand fit strategy for different customer profiles. The author observed that marketers faced challenges and used different kinds of techniques related to neuro sensory branding which help to understand consumer and make emotional bond.