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| List of figures | p. vii |
| List of tables | p. ix |
| Introduction | p. 1 |
| Introduction to marketing | p. 8 |
| Understanding markets | p. 9 |
| The marketing mix | p. 10 |
| Marketing in the internet era | p. 11 |
| Buyer behaviour | p. 21 |
| Understanding customers | p. 23 |
| Features, benefits and proofs | p. 25 |
| Market research | ... MOREp. 27 |
| Avoiding customer default | p. 34 |
| Marketing strategy | p. 42 |
| Devising marketing strategy - the overview | p. 44 |
| Getting the measure of markets | p. 51 |
| Segmenting markets | p. 54 |
| Products and services | p. 60 |
| Generic product categories | p. 63 |
| Product/service lifecycle | p. 64 |
| Quality | p. 69 |
| Advertising and promotion | p. 73 |
| The rules of advertising | p. 74 |
| Websites and effective internet presence | p. 81 |
| Tracking website traffic | p. 86 |
| Selling | p. 88 |
| Place and distribution | p. 91 |
| Channel structures | p. 92 |
| Channels of distribution | p. 95 |
| Logistics | p. 98 |
| Outsourcing | p. 100 |
| Pricing | p. 104 |
| Economic theory and pricing strategy | p. 105 |
| Pricing decisions and their relationship with costs, volume and ultimately profits | p. 107 |
| Pricing strategies - the marketing options | p. 116 |
| Review your products and services | p. 120 |
| Maths for marketing | p. 124 |
| Quantitative research and analysis | p. 125 |
| Forecasting | p. 130 |
| Surveys and sample size | p. 133 |
| Marketing operations | p. 133 |
| Marketing investment decisions | p. 137 |
| Managing the marketing organization | p. 141 |
| Marketing strategy vs structure, people and systems | p. 142 |
| Structures - the options | p. 143 |
| People | p. 153 |
| Systems | p. 161 |
| Marketing and the law | p. 167 |
| Trading regulations | p. 168 |
| Employment legislation | p. 170 |
| Intellectual property | p. 173 |
| Ethics in marketing | p. 177 |
| Marketing plans and budgets | p. 183 |
| Shaping marketing plans - tools and techniques | p. 183 |
| Marketing and business plans | p. 187 |
| Budgets and variances | p. 192 |
| The core | p. 196 |
| Accounting and finance | p. 197 |
| Organizational behaviour | p. 222 |
| Strategy | p. 227 |
| Table of Contents provided by Ingram. All Rights Reserved. |