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Tables of Contents for Customer Behavior
Chapter/Section Title
Page #
Page Count
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