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Stan

Minimalne ślady używania na okładce. Wewnątrz bez zaznaczeń.

Spis treści

Ch. 1 Introduction

Pt. I Marketing Wars

Ch. 2 PC Wars: Dell Computer vs. Gateway et al.
Ch. 3 Cola Wars: Pepsi vs. Coca-Cola
Ch. 4 Airliner Wars: Boeing vs. Airbus
Ch. 5 Sneaker Wars: Reebok vs. Nike

Pt. II Great Comebacks

Ch. 6 Continental Airlines - From the Ashes
Ch. 7 IBM - A Fading Giant Rejuvenates
Ch. 8 Harley-Davidson: At Last

Pt. III Managing Chance and Crises

Ch. 9 Scott Paper, Sunbeam, and Al Dunlap
Ch. 10 The Great Firestone/Ford Explorer Tire Disaster
Ch. 11 Perrier - Overresponding to a Crisis
Ch. 12 United Way - A Not-for-Profit Tries to Cope with Image Destruction

Pt. IV Marketing Management Mistakes

Ch. 13 Maytag - Building a Promotion in England
Ch. 14 McDonald's - A Titan Falters
Ch. 15 Disney - Euro Disney and Other Stumbles
Ch. 16 Borden - Letting Brands Wither
Ch. 17 Snapple: A Sorry Acquisition
Ch. 18 Newell Rubbermaid - Losing the Battle to Win Shelf Space

Pt. V Notable Marketing Successes

Ch. 19 Vanguard - Success with Minimal Marketing
Ch. 20 Southwest Airlines - "Try to Match Our Prices"
Ch. 21 Wal-Mart - The Unstoppable

Pt. VI Ethical Mistakes

Ch. 22 MetLife - Deceptive Sales Tactics
Ch. 23 ADM - Price-Fixing and Political Cronyism, and a Whistleblower
Ch. 24 Conclusions: What Can Be Learned?

Stan

Niewielkie ślady używania na okładce. Wewnątrz jedno lub dwa zaznaczenia.

Spis treści

Preface

Pt. I Understanding Marketing Management 1

1 Defining Marketing for the Twenty-First Century 1
2 Adapting Marketing to the New Economy 23
3 Building Customer Satisfaction, Value, and Retention 37

Pt. II Analyzing Marketing Opportunities 57

4 Winning Markets Through Strategic Planning, Implementation, and Control 57
5 Understanding Markets, Market Demand, and the Marketing Environment 85
6 Analyzing Consumer Markets and Buyer Behavior 111
7 Analyzing Business Markets and Buyer Behavior 131
8 Dealing with the Competition 148
9 Identifying Market Segments and Selecting Target Markets 170

Pt. III Making Marketing Decisions 188

10 Developing, Positioning, and Differentiating Products Through the Life Cycle 188
11 Setting Product and Brand Strategy 211
12 Designing and Managing Services 228
13 Designing Pricing Strategies and Programs 244

Pt. IV Managing and Delivering Marketing Programs 266

14 Designing and Managing Value Networks and Marketing Channels 266
15 Managing Retailing, Wholesaling, and Market Logistics 284
16 Designing and Managing Integrated Marketing Communications 302
17 Managing the Sales Force 332

Glossary349
Index 353

Stan

Niewielkie ślady używania na okładce. Wewnątrz bez zaznaczeń. 5 płyt CD z materiałami dodatkowymi (m.in. audio chapter reviews).

O książce

Popularny podrecznik akademicki, opisujący wszystkie aspekty marketingu.

Spis treści

PART ONE: DESIGNING CUSTOMER-ORIENTED MARKETING STRATEGIES.

1. Customer-Driven Marketing.
2. Strategic Planning and the Marketing Process.
3. The Marketing Environment, Ethics, and Social Responsibility.
4. Global Dimensions of Marketing.

PART TWO: MANAGING TECHNOLOGY AND INFORMATION TO ACHIEVE MARKETING SUCCESS.

5. E-Commerce: Electronic Marketing and the Internet for Dot.com and Brick-and-Mortar Marketers.
6. Relationship Marketing and Customer Relationship Management (CRM).
7. Marketing Research, Decision-Support Systems, and Sales Forecasting.

PART THREE: MARKET SEGMENTATION AND CUSTOMER BEHAVIOR.

8. Market Segmentation, Targeting and Positioning.
9. Consumer Behavior.
10. Business-to-Business (B2B) Marketing.

PART FOUR: PRODUCT STRATEGY.

11. Product Strategies.
12. Category and Brand Management, Product Identification, and New-Product Planning.

PART FIVE: PRICING STRATEGY.

13. Price Determination.
14. Managing the Pricing Function.

PART SIX: DISTRIBUTION STRATEGY.

15. Marketing Channels, Logistics, and Supply Chain Management.
16. Direct Marketing and Marketing Resellers: Retailers and Wholesalers.

PART SEVEN: PROMOTIONAL STRATEGY.

17. Integrated Marketing Communications.
18. Advertising, Sales Promotion, and Public Relations.
19. Personal Selling and Sales-Force Management.

Appendix A: Developing a Marketing Plan.
Appendix B: Financial Analysis in Marketing.

Stan

Niewielkie ślady używania na okładce. Jeden róg okładki jest mocno starty. Wewnątrz jedno lub dwa zaznaczenia.

Spis treści

Part 1: Introduction to Integrated Marketing Communications

Chapter 1: An Introduction of Integrated Marketing Communications
Chapter 2: The Role of IMC in the Marketing Process

Part 2: Integrated Marketing Program Situation Analysis

Chapter 3: Organizing for Advertising and Promotion
Chapter 4: Perspectives on Consumer Behavior

Part 3: Analyzing the Communication Process

Chapter 5: The Communication Process
Chapter 6: Source, Message, and Channel Factors

Part 4: Objectives and Budgeting for Integrated Marketing Communications Programs

Chapter 7: Establishing Objectives and Budgeting for the Promotional Program

Part 5: Developing the Integrated marketing Communications Program

Chapter 8: Creative Strategy: Planning and Development
Chapter 9: Creative Strategy: Implementation and Evaluation
Chapter 10: Media Planning and Strategy
Chapter 11: Evaluation of Broadcast Media
Chapter 12: Evaluation of Print Media
Chapter 13: Support Media
Chapter 14: Direct Marketing and Marketing on the Internet
Chapter 15: Internet and Interactive Media
Chapter 16: Sales Promotion
Chapter 17: Public Relations, Publicity, and Corporate Advertising
Chapter 18: Personal Selling

Part 6: Monitoring, Evaluation, and Control

Chapter 19: Measuring the Effectiveness of the Promotional Program

Part 7: Special Topics and Perspectives

Chapter 20: InternationalAdvertising and Promotion
Chapter 21: Regulation of Advertising and Promotion
Chapter 22: Evaluating the Social, Ethical, and Economic Aspects of Advertising and Promotion

Glossary of Advertising and Promotion Terms
Endnotes
Credits and Acknowledgments
Name and Company Index
Subject Index

Stan

Minimalne ślady używania na okładce. Wewnątrz bez zaznaczeń.

O książce

Customer Service, 3/e by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel.

Spis treści

Ch. 1 What is customer service? 2
Ch. 2 Contributing to the service culture 28
Ch. 3 Positive verbal communication 60
Ch. 4 Nonverbal communication in customer service 92
Ch. 5 Listening to the customer 122
Ch. 6 Customer service and behavior 150
Ch. 7 Handling difficult customer encounters 176
Ch. 8 Customer service in a diverse world 204
Ch. 9 Customer service via technology 238
Ch. 10 Managing your stress 268
Ch. 11 Managing your time 296
Ch. 12 Encouraging customer loyalty 316
Ch. 13 Service recovery 348
Ch. 14 Focusing on the future 372