Customer Behaviour: A Managerial Perspective by Jagdish N. ShethCustomer Behaviour: A Managerial Perspective by Jagdish N. Sheth

Customer Behaviour: A Managerial Perspective

byJagdish N. Sheth, Banwari Mittal, Michel Laroche

Paperback | March 29, 2007

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Enriched with Canadian based cases and examples, Customer Behaviour goes beyond the conventional approaches of most current textbooks, focusing not only on the role of customers as buyers, but also on their role as users and payers. This is the approach that most Canadian students will encounter as managers of businesses, where the emphasis is on developing marketing programs to create and deliver customer value based on customer behaviour concepts. The book follows a conceptually sound, six values framework that demonstrates the way in which customer behaviour is driven by the market values customers seek.
Title:Customer Behaviour: A Managerial PerspectiveFormat:PaperbackDimensions:10 × 8 × 1.1 inPublished:March 29, 2007Publisher:Nelson College IndigenousLanguage:English

The following ISBNs are associated with this title:

ISBN - 10:0176406204

ISBN - 13:9780176406202


Table of Contents

Part 1: Customer Behaviour: Power, Scope, and Context1. The Customer: Key to Market Success2. Determinants of Customer Behaviour: Personal Factors and Market Environment3. Trends in Determinants of Customer BehaviourPart 2: Foundations of Customer Behaviour4. The Customer as a Perceiver and Learner5. Customer Motivation: Needs, Emotions, and Psychographics6. Customer Attitudes: Cognitive and Affective7. Researching Customer BehaviourPart 3: Customer Decisions and Relationships8. Individual Customer Decision Making9. Institution Customer Decision Making: Household, Business, and Government10. Relationship-Based BuyingPart 4: Building Loyalty and Customer Value11. Customer Loyalty to Products, Brands, and Stores12. Online Customer Behaviour13. Creating Market Values for the CustomerGlossary G-1Company Index I-1Name Index I-3Subject Index I-7