Customer Behavior: A Managerial Perspective / Edition 2

Customer Behavior: A Managerial Perspective / Edition 2

by Jagdish N. Sheth, Banwari Mittal
     
 

Now in a completely revamped second edition, the authors of Customer Behavior have adapted the content, length, and end-of-chapter materials to produce a new text that is tailored specifically to upper level 4-year, or graduate level programs. Its managerial approach focuses on the household consumer and on the business customer. This text goes beyond the

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Overview

Now in a completely revamped second edition, the authors of Customer Behavior have adapted the content, length, and end-of-chapter materials to produce a new text that is tailored specifically to upper level 4-year, or graduate level programs. Its managerial approach focuses on the household consumer and on the business customer. This text goes beyond the conventional subject matter of consumer behavior textbooks, focusing not only on the role of customers as buyers, but also on their roles as users and payers.

Product Details

ISBN-13:
9780030343360
Publisher:
Cengage Learning
Publication date:
02/18/2003
Edition description:
REV
Pages:
544
Product dimensions:
8.20(w) x 10.10(h) x 1.00(d)

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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