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Gary Armstrong is Crist W. Blackwell Distinguished Professor Emeritus of Undergraduate Education in the Kenan-Flagler Business School at the University of North Carolina at Chapel Hill. He holds an undergraduate degree and a master’s degree in business from Wayne State University in Detroit, and he received his Ph.D. in marketing from Northwestern University. Dr. Armstrong has contributed numerous articles to leading business journals. As a consultant and researcher, he has worked with many companies on marketing research, sales management, and marketing strategy.

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But Professor Armstrong’s first love has always been teaching. His long-held Blackwell Distinguished Professorship is the only permanent endowed professorship for distinguished undergraduate teaching at the University of North Carolina at Chapel Hill. He has been very active in the teaching and administration of Kenan-Flagler’s undergraduate program. His administrative posts have included Chair of Marketing, Associate Director of the Undergraduate Business Program, Director of the Business Honors Program, and many others. Through the years, he has worked closely with business student groups and has received several campus-wide and Business School teaching awards. He is the only repeat recipient of the school’s highly regarded Award for Excellence in Undergraduate Teaching, which he received three times. Most recently, Professor Armstrong received the UNC Board of Governors Award for Excellence in Teaching, the highest teaching honor bestowed by the 16-campus University of North Carolina system.

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Philip Kotler is S. C. Johnson & Son Distinguished Professor of International Marketing at the Kellogg School of Management, Northwestern University. He received his master’s degree at the University of Chicago and his Ph.D. at M.I.T., both in economics. Dr. Kotler is author of Marketing Management (Pearson Prentice Hall), now in its 14th edition and the world’s most widely used marketing textbook in graduate schools of business worldwide. He has authored dozens of other successful books and has written more than 100 articles in leading journals. He is the only three-time winner of the coveted Alpha Kappa Psi award for the best annual article in the Journal of Marketing.

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Professor Kotler was named the first recipient of four major awards: the Distinguished Marketing Educator of the Year Award and the William L. Wilkie “Marketing for a Better World” Award, both given by the American Marketing Association; the Philip Kotler Award for Excellence in Health Care Marketing presented by the Academy for Health Care Services Marketing; and the Sheth Foundation Medal for Exceptional Contribution to Marketing Scholarship and Practice. His numerous other major honors include the Sales and Marketing Executives International Marketing Educator of the Year Award; the European Association of Marketing Consultants and Trainers Marketing Excellence Award; the Charles Coolidge Parlin Marketing Research Award; and the Paul D. Converse Award, given by the American Marketing Association to honor “outstanding contributions to science in marketing.” A recent Forbes survey ranks Professor Kotler in the top 10 of the world’s most influential business thinkers. And in a recent Financial Times poll of 1,000 senior executives across the world, Professor Kotler was ranked as the fourth “most influential business writer/guru” of the twenty-first century.

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Dr. Kotler has served as chairman of the College on Marketing of the Institute of Management Sciences, a director of the American Marketing Association, and a trustee of the Marketing Science Institute. He has consulted with many major U.S. and international companies in the areas of marketing strategy and planning, marketing organization, and international marketing. He has traveled and lectured extensively throughout Europe, Asia, and South America, advising companies and governments about global marketing practices and opportunities.

Brief Contents

PART 1 DEFINING MARKETING AND THE MARKETING PROCESS  2

1 Marketing: Creating and Capturing Customer Value 2

2 Company and Marketing Strategy: Partnering to Build Customer Value and Relationships 36

PART 2 UNDERSTANDING THE MARKETPLACE AND CUSTOMER VALUE  64

3 Analyzing the Marketing Environment 64

4 Managing Marketing Information to Gain Customer Insights 96

5 Understanding Consumer and Business Buyer Behavior 130

PART 3 DESIGNING A CUSTOMER VALUE—DRIVEN STRATEGY AND MIX 168

6 Customer-Driven Marketing Strategy: Creating Value for Target Customers 168

7 Products, Services, and Brands: Building Customer Value 200

8 New Product Development and Product Life-Cycle Strategies 236

9 Pricing: Understanding and Capturing Customer Value 264

10 Marketing Channels: Delivering Customer Value 302

11 Retailing and Wholesaling 334

12 Engaging Consumers and Communicating Customer Value: Advertising and Public Relations 366

13 Personal Selling and Sales Promotion 402

14 Direct, Online, Social Media, and Mobile Marketing 434

PART 4 EXTENDING MARKETING 466

15 The Global Marketplace 466

16 Sustainable Marketing: Social Responsibility and Ethics 494

Appendix 1 Company Cases 523

Appendix 2 Marketing Plan 557

Appendix 3 Marketing by the Numbers 569

Glossary 587

References 597

Index 623

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