Customer Behavior Consumer Behavior and Beyond

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.

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

What is included with this book?

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.

The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.

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Customer Behavior Consumer Behavior and Beyond

Summary

Table of Contents

Supplemental Materials