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Customer Behavior: A Managerial Perspective / Edition 2
     

Customer Behavior: A Managerial Perspective / Edition 2

by Jagdish N. Sheth
 

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ISBN-10: 0030343364

ISBN-13: 2900030343369

Pub. Date: 02/18/2003

Publisher: Cengage Learning

Intended for advanced undergraduates or graduate students, this textbook examines the significance of the customer, the foundations of customer behavior, decisions and relationships, and the processes of building loyalty and creating value. Attention is given to both household and business consumers. Annotation (c)2003 Book News, Inc., Portland, OR

Overview

Intended for advanced undergraduates or graduate students, this textbook examines the significance of the customer, the foundations of customer behavior, decisions and relationships, and the processes of building loyalty and creating value. Attention is given to both household and business consumers. Annotation (c)2003 Book News, Inc., Portland, OR

Product Details

ISBN-13:
2900030343369
Publisher:
Cengage Learning
Publication date:
02/18/2003
Edition description:
REV
Pages:
544

Table of Contents

PART ONE. CUSTOMER BEHAVIOR: POWER, SCOPE, AND CONTEXT 1. The Customer: Key to Market Success 2. Determinants of Customer Behavior- Personal Factors and Market Environment 3. Trends in Determinants of Customer Behavior PART TWO. FOUNDATIONS OF CUSTOMER BEHAVIOR 4. The Customer as a Perceiver and Learner 5. Customer Motivation: Needs, Emotions, and Psychographics 6. Customer Attitudes: Cognitive and Affective 7. Researching Customer Behavior PART THREE. CUSTOMER DECISIONS AND RELATIONSHIPS 8. Individual Customer Decision Making 9. Institution Customer Decision Making: Household, Business and Government 10. Relationship Based Buying PART FOUR. BUILDING LOYALTY AND CUSTOMER VALUE 11. Customer Loyalty to Products, Brands and Stores 12. Online Customer Behavior 13. Creating Market Values for the Customer

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