Understanding your customers
Understanding your customers

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Understanding your customers

References

Ahmed, P.K. and Rafiq, M. (2002) Internal Marketing: Tools and Concepts for Customer-focused Management, Oxford: Butterworth-Heinemann in association with the Chartered Institute of Marketing.
Arnould, E.J. and Thompson, C.J. (2005) ‘Consumer culture theory (CCT): twenty years of research’, Journal of Consumer Research, 31(4), pp. 868–882.
Bagozzi, R.P. (1974) ‘Marketing as an organized behavioral system of exchange’, Journal of Marketing, 38, October, pp. 77–81.
Chartered Institute of Marketing (2015) ‘Marketing and the 7Ps: A brief summary of marketing and how it works’. Available at: https://www.cim.co.uk/ media/ 4772/ 7ps.pdf [Tip: hold Ctrl and click a link to open it in a new tab. (Hide tip)]
Collinson, P. (2017) ‘Welcome to the great home insurance swindle’, The Guardian, 29 November. Available at: https://www.theguardian.com/ money/ 2016/ jan/ 16/ home-insurance-swindle-loyal-customers-premium-rises (Accessed 3 November 2020).
Dijksterhuis, A. and Bargh, J.A. (2001) ‘The perception-behavior expressway: automatic effects of social perception on social behavior’, Advances in Experimental Social Psychology, 33, pp. 1–40.
Homburg, C., Jozić, D. and Kuehnl, C. (2017) ‘Customer experience management: toward implementing an evolving marketing concept’, Journal of the Academy of Marketing Science, 45(3), pp. 377–401.
Malhotra, N.K., Uslay, C. and Bayraktar, A. (2016) Relationship Marketing Re-Imagined: Marketing’s Inevitable Shift from Exchanges to Value Cocreating Relationships. Available at: https://www.amazon.co.uk/ Relationship-Marketing-Re-Imagined-Marketings-Relationships/ dp/ 1631574337 (Accessed: 3 November 2020)
O’Sullivan, T. (2009) ‘All together now: a symphony orchestra audience as a consuming community’, Consumption, Markets and Culture, 12(3), pp. 209–223.
Szmigin, I. and Piacientini, M. (2015) Consumer Behaviour, Oxford, Oxford University Press.
Solomon, M.R. (2018) Consumer Behavior: Buying, Having, and Being, 12th edn, Harlow, Pearson Education Limited.
Thaler, R.H. and Sunstein, C. (2008) Nudge: Improving Decisions about Health, Wealth, and Happiness, New Haven, CT, Yale University Press.
Tyler, S. (ed.) (2007) The Manager’s Good Study Guide, 3rd edn, Milton Keynes, Open University Worldwide.
Webster, F. and Wind, Y. (1972) Organisational Buying Behavior, New York, Prentice Hall.
Zimmerman, A. and Blythe, J. (2018) Business to Business Marketing Management: A Global Perspective, 3rd edn, London, Routledge.
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