Customer Behavior / Edition 1

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Product Details

  • ISBN-13: 9780030980169
  • Publisher: Harcourt College Publishers
  • Publication date: 8/28/1998
  • Edition description: Older Edition
  • Edition number: 1
  • Pages: 799
  • Product dimensions: 8.29 (w) x 10.34 (h) x 1.38 (d)

Table of Contents

Pt. 1 The Customer: Key to Market Success
Ch. 1 Managerial Importance of Customer Behavior 2
Ch. 2 Three Roles of a Customer: User, Payer, Buyer 32
Ch. 3 Market Values Customers Seek 56
Pt. 2 Determinants of Customer Behavior
Ch. 4 Market Characteristics: Climate, Topography, and Ecology 94
Ch. 5 Market Context: Economy, Government, and Technology 118
Ch. 6 Personal Context: Culture, Reference Groups, and Personal Worth 144
Ch. 7 Personal Characteristics: Genetics, Race, Gender, Age, and Personality 200
Ch. 8 Trends in Determinants of Customer Behavior 254
Pt. 3 The Customer's Mind-Set
Ch. 9 The Customer as a Perceiver and a Learner 296
Ch. 10 Customer Motivation: Needs, Emotions, and Psychographics 340
Ch. 11 Customer Attitudes: Cognitive and Affective 386
Ch. 12 Market Differentiation and Segmentation: Responding to Customer Differences 426
Ch. 13 Researching Customer Behavior 466
Pt. 4 Customer Decision Making
Ch. 14 Individual Customer Decision Making 514
Ch. 15 Household Customer Decision Making 564
Ch. 16 Business and Government Customer Decision Making 610
Ch. 17 Intermediary Customer Decision Making 654
Pt. 5 Customer Focused Marketing
Ch. 18 Customer Loyalty to Products and Stores 696
Ch. 19 Relationship-Based Buying 734
Ch. 20 Creating Market Values for the Customer 770
Cases 800
Glossary G-1
Index I-1
Credits Cr-1
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