Customer Behavior: Consumer Behavior and Beyond

Jagdish N. Sheth · Banwari Mittal · Bruce I. Newman

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Consumer Behavior and Marketing Influence Customer Service Quality and Loyalty Consumer Behavior and Market Dynamics

Abstract

Section I. The Customer: Key to Market Success. Managerial Importance of Customer Behaviour. Three Roles of a Customer: User, Payer, Buyer. Market Values Customers Seek. Section II. Determinants of Customer Behaviour. Market Characteristics: Climate, Topography, and Ecology. Market Context: Economy, Government, and Technology. Personal Context: Culture, Reference Groups, & Personal Wealth. Personal Characteristics: Genetics, Race, Gender, Age, & Personality. Trends in Determinants of Customer Behaviour. Section III. The Customer's Mindset. The Customer as a Perceiver and a Learner. Customer Motivation: Needs, Emotions, and Psychographics. Customer Attitudes: Cognitive and Affective. Researching Customer Behaviour. Segmentation and Differentiation: Responding to Customer Differences. Section IV. Customer Decision Making. Individual Customer Decision Making. Household Customer Decision Making. Business and Government Customer Decision Making. Intermediary Customer Decision Making. Section V. Customer Focused Marketing. Customer Loyalty to Products and Stores. Customer Relationship Management. Creating Market Values for the Customer.

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2002Stimulus‐Organism‐Response Reconsidered: An Evolutionary Step in Modeling (Consumer) Behavior 2002Customer Relationship Management: Emerging Practice, Process, and Discipline 2002The relationships among quality, value, satisfaction and behavioral intention in health care provider choice 2003Strengthening outcomes of retailer–consumer relationships 2002Evolving Relationship Marketing into a Discipline 2010Predictors of Relationship Quality and Loyalty in the Chain Restaurant Industry 1999Revisiting Marketing's Lawlike Generalizations 2007The evolving concept of retail attractiveness: What makes retail agglomerations attractive when customers shop at them?

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