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• Title page
• Imprint page
• Contents
• Author team
• Preface
• Chapter 1: Introduction to customer behaviour
• 1.1 Introduction
• 1.2 Defining customer behaviour
• 1.3 The importance of customer behaviour
• 1.4 The applications of knowledge of customer behaviour
• 1.5 The role of customer behaviour in marketing strategy
• 1.6 The components of market analysis
• 1.7 Market segmentation
• 1.8 Marketing strategy
• 1.9 Customer decisions
• 1.10 Outcomes of customer behaviour
• 1.11 The nature of customer behaviour
• 1.12 Summary
• Chapter 2: Creating market value for consumers
• 2.1 Introduction
• 2.2 The definition of value
• 2.3 The market value of a product or service
• 2.4 The value bundling of products and services
• 2.5 The organisation’s perspective on measuring value
• 2.6 Marketing implications of the concept of value
• 2.7 Summary
• Chapter 3: Market characteristics
• 3.1 Introduction
• 3.2 Market characteristics and their influence on consumer behaviour
• 3.3 Developing trends that influence consumer behaviour
• 3.4 Marketing implications
• 3.5 Summary
• Chapter 4: Culture and subculture
• 4.1 Introduction
• 4.2 The nature of culture
• 4.3 The dynamic nature of culture
• 4.4 Subculture
• 4.5 Cultural values and society
• 4.6 South African core values
• 4.7 The measurement of culture
• 4.8 Summary
• Chapter 5: Reference groups and social class
• 5.1 Introduction
• 5.2 Reference groups
• 5.3 Social class
• 5.4 Summary
• Chapter 6: Personal characteristics
• 6.1 Introduction
• 6.2 Religion
• 6.3 Race
• 6.4 Gender
• 6.5 Age
• 6.6 Summary
• Chapter 7: Customer perception and learning
• 7.1 Introduction
• 7.2 The customer as perceiver
• 7.3 Customer learning
• 7.4 Summary
• Chapter 8: Customer motivation
• 8.1 Introduction
• 8.2 The nature of motivation
• 8.3 The classifi cation of motives (needs)
• 8.4 Psychographics
• 8.5 Motivational research
• 8.6 Summary
• Chapter 9: Customer attitudes
• 9.1 Introduction
• 9.2 The nature of customer attitudes
• 9.3 The ABC model of attitude
• 9.4 The functions of attitudes
• 9.5 Attitude formation
• 9.6 Attitude change
• 9.7 Summary
• Chapter 10: Personality and self-concept
• 10.1 Introduction
• 10.2 The nature of personality
• 10.3 The characteristics of personality
• 10.4 Personality theories
• 10.5 The influence of personality on lifestyle
• 10.6 The value of personality to marketers
• 10.7 Self and self-concept
• 10.8 Summary
• Chapter 11: Market segmentation
• 11.1 Introduction
• 11.2 The STP process
• 11.3 Market segmentation
• 11.4 Developing segment profiles
• 11.5 Targeting
• 11.6 Positioning
• 11.7 Summary
• Chapter 12: The consumer decision making process
• 12.1 Introduction
• 12.2 The consumer decision-making process
• 12.3 Buying situations
• 12.4 The stages in the decision-makingprocess
• 12.5 Marketing implications
• 12.6 Summary
• Chapter 13: Household decision making
• 13.1 Introduction
• 13.2 The household as primary reference group
• 3.3 The functions of the household
• 13.4 Suitable household lifestyles
• 13.5 Household decision making
• 13.6 The household life cycle
• 13.7 Household expenditure patterns
• 13.8 Summary
• Chapter 14: Organisational buying behaviour
• 14.1 Introduction
• 14.2 Who are organisational customers?
• 14.3 The importance of organisational buying behaviour
• 14.4 The buying process
• 14.5 Buying situations
• 14.6 Integrating the buying process with buying situations
• 14.7 The buying centre
• 14.8 Forces that shape organisational buying
• 14.9 Relationships in business-to-business markets
• 14.10 The interaction approach
• 14.11 Implications of recent developments in organisational buying
• 14.12 Putting theory and practice together
• 14.13 Summary
• Chapter 15: Consumer loyalty
• 15.1 Introduction
• 15.2 Brand loyalty
• 15.3 Store loyalty
• 15.4 Marketing implications
• 15.5 Summary
• Chapter 16: Building relationships with customers
• 16.1 Introduction
• 16.2 Relationship marketing
• 16.3 Customer relationship management (CRM)
• 16.4 A movement towards customer engagement
• 16.5 From customer relationship management to customer engagement
• 16.6 Relationship loyalty
• 16.7 The individual customer approach
• 16.8 Internal marketing as a strategy to enhance external customer service
• 16.9 Summary
• Chapter 17: The online world and customer behaviour
• 17.1 Introduction
• 17.2 The three main functions of the Web
• 17.3 The internet versus the Web
• 17.4 Online technologies support customer-centrism
• 17.5 Online customer behaviour
• 17.6 Summary
• Reference
• Index