Case Insights |
|
xii | |
About the Authors |
|
xiv | |
Acknowledgements |
|
xvi | |
Preface |
|
xviii | |
How to Use this Book |
|
xx | |
How to Use the Online Resources |
|
xxii | |
Dashboard |
|
xxv | |
|
Part 1 Understanding Customers |
|
|
|
1 Marketing Principles and Society |
|
|
3 | (30) |
|
|
5 | (1) |
|
|
5 | (4) |
|
The Principal Principles of Marketing |
|
|
9 | (4) |
|
The Extended Marketing Mix |
|
|
13 | (5) |
|
Marketing's Positive Impact on Society |
|
|
18 | (1) |
|
Unsustainable Marketing: The Critical `Turn' |
|
|
19 | (3) |
|
|
22 | (2) |
|
Corporate Social Responsibility |
|
|
24 | (2) |
|
|
26 | (7) |
|
2 Understanding Customer Behaviour |
|
|
33 | (31) |
|
|
35 | (1) |
|
Consumer Proposition Acquisition |
|
|
35 | (5) |
|
Perceptions, Learning, and Memory |
|
|
40 | (4) |
|
|
44 | (1) |
|
|
45 | (6) |
|
Organizational Buyer Behaviour |
|
|
51 | (13) |
|
3 Market Research and Customer Insight |
|
|
64 | (31) |
|
|
66 | (1) |
|
The Customer Insight Process |
|
|
66 | (3) |
|
Commissioning Market Research |
|
|
69 | (1) |
|
The Marketing Research Process |
|
|
69 | (11) |
|
Market and Advertisement Testing |
|
|
80 | (1) |
|
Big Data and Marketing Analytics |
|
|
81 | (1) |
|
Marketing Research and Ethics |
|
|
82 | (2) |
|
International Marketing Research |
|
|
84 | (11) |
|
Part 2 Designing and Delivering the Market Strategy |
|
|
|
4 Marketing Environment and Strategy |
|
|
95 | (29) |
|
|
97 | (1) |
|
Understanding the External Environment |
|
|
97 | (9) |
|
Understanding the Performance Environment |
|
|
106 | (4) |
|
Understanding the Internal Environment |
|
|
110 | (1) |
|
|
111 | (2) |
|
Strategic Marketing Goals |
|
|
113 | (2) |
|
|
115 | (2) |
|
|
117 | (7) |
|
5 Market Segmentation and Positioning |
|
|
124 | (33) |
|
|
126 | (1) |
|
|
126 | (1) |
|
The Concept of Market Segmentation |
|
|
127 | (2) |
|
The Process of Market Segmentation |
|
|
129 | (1) |
|
Market Segmentation in Consumer Markets |
|
|
130 | (7) |
|
Segmentation in Business Markets |
|
|
137 | (5) |
|
|
142 | (3) |
|
|
145 | (12) |
|
Part 3 Implementing the Marketing Mix |
|
|
|
6 Proposition and Branding Decisions |
|
|
157 | (35) |
|
|
159 | (1) |
|
|
159 | (2) |
|
|
161 | (6) |
|
|
167 | (2) |
|
|
169 | (1) |
|
|
170 | (2) |
|
|
172 | (1) |
|
How Brands Work: Associations and Personalities |
|
|
173 | (2) |
|
|
175 | (1) |
|
|
176 | (3) |
|
|
179 | (3) |
|
|
182 | (1) |
|
|
183 | (1) |
|
|
184 | (8) |
|
7 Pricing and Value Creation |
|
|
192 | (27) |
|
|
194 | (1) |
|
Price Elasticity of Demand |
|
|
195 | (2) |
|
The Concept of Pricing and Cost |
|
|
197 | (13) |
|
|
210 | (9) |
|
8 Marketing Communications Principles |
|
|
219 | (30) |
|
|
221 | (1) |
|
Defining `Marketing Communications' |
|
|
221 | (1) |
|
The Scope of Marketing Communications |
|
|
222 | (1) |
|
How Marketing Communications Works |
|
|
223 | (13) |
|
|
236 | (1) |
|
Marketing Communications Tasks |
|
|
237 | (2) |
|
Marketing Communications Planning |
|
|
239 | (10) |
|
9 Managing Marketing Communications |
|
|
249 | (28) |
|
|
251 | (1) |
|
The Role of the Marketing Communications Mix |
|
|
251 | (3) |
|
Selecting the Right Tools |
|
|
254 | (2) |
|
Marketing Communications Messages |
|
|
256 | (4) |
|
|
260 | (4) |
|
Other Promotional Methods and Approaches |
|
|
264 | (3) |
|
Integrated Marketing Communications |
|
|
267 | (3) |
|
|
270 | (7) |
|
10 Managing Channels and Distribution |
|
|
277 | (32) |
|
|
279 | (1) |
|
|
280 | (2) |
|
|
282 | (1) |
|
Managing Marketing Channels |
|
|
283 | (2) |
|
Distribution Channel Strategy |
|
|
285 | (2) |
|
|
287 | (2) |
|
Managing Relationships in the Channel |
|
|
289 | (2) |
|
|
291 | (5) |
|
|
296 | (13) |
|
Part 4 Managing Marketing Relationships |
|
|
|
11 Digital and Social Media Marketing |
|
|
309 | (29) |
|
|
311 | (1) |
|
|
312 | (7) |
|
Digital Marketing Communications |
|
|
319 | (19) |
|
12 Services Marketing and Customer Experience Management |
|
|
338 | (27) |
|
|
340 | (1) |
|
|
341 | (6) |
|
|
347 | (2) |
|
Key Dimensions of Services Marketing |
|
|
349 | (1) |
|
Principles of Relationship Marketing |
|
|
350 | (1) |
|
Relationship Trust, Commitment, and Satisfaction |
|
|
351 | (5) |
|
|
356 | (9) |
Index |
|
365 | |