9780030980169

Customer Behavior Consumer Behavior and Beyond

by ; ;
  • ISBN13:

    9780030980169

  • ISBN10:

    003098016X

  • Edition: 1st
  • Format: Hardcover
  • Copyright: 1998-08-06
  • Publisher: South-Western College Pub
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Supplemental Materials

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  • The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.

Summary

Customer Behavior seeks to make a connection between customer behavior principles and the elements of marketing strategy. This anxiously awaited text goes beyond the conventional subject matter of consumer behavior textbooks by focusing not only on the behavior of "buyers" (whether they be in household or business markets), but also on the behavior of users and payers.

Table of Contents

Part One THE CUSTOMER: KEY TO MARKET SUCCESS 1(91)
Chapter 1 Managerial Importance of Customer Behavior
2(30)
Chapter 2 Three Roles of a Customer: User, Payer, Buyer
32(24)
Chapter 3 Market Values Customers Seek
56(36)
Part Two DETERMINANTS OF CUSTOMER BEHAVIOR 92(202)
Chapter 4 Market Characteristics: Climate, Topography, and Ecology
94(24)
Chapter 5 Market Context: Economy, Government, and Technology
118(26)
Chapter 6 Personal Context: Culture, Reference Groups, and Personal Worth
144(56)
Chapter 7 Personal Characteristics: Genetics, Race, Gender, Age, and Personality
200(54)
Chapter 8 Trends in Determinants of Customer Behavior
254(40)
Part Three THE CUSTOMER'S MIND-SET 294(218)
Chapter 9 The Customer as a Perceiver and a Learner
296(44)
Chapter 10 Customer Motivation: Needs, Emotions, and Psychographics
340(46)
Chapter 11 Customer Attitudes: Cognitive and Affective
386(40)
Chapter 12 Market Differentiation and Segmentation: Responding to Customer Differences
426(40)
Chapter 13 Researching Customer Behavior
466(46)
Part Four CUSTOMER DECISION MAKING 512(182)
Chapter 14 Individual Customer Decision Making
514(50)
Chapter 15 Household Customer Decision Making
564(46)
Chapter 16 Business and Government Customer Decision Making
610(44)
Chapter 17 Intermediary Customer Decision Making
654(40)
Part Five CUSTOMER FOCUSED MARKETING 694(106)
Chapter 18 Customer Loyalty to Products and Stores
696(38)
Chapter 19 Relationship-Based Buying
734(36)
Chapter 20 Creating Market Values for the Customer
770(30)
Cases 800
Glossary G-1
Index I-1
Credits Cr-1

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