Chapter 1. Introduction to consumer behaviour -- Chapter 2. Creating market value for consumers -- Chapter 3. Market characteristics -- Chapter 4. Culture and sub-culture -- Chapter 5. Reference groups and social class -- Chapter 6. Personal characteristics -- Chapter 7. Customer perception and learning -- Chapter 8. Customer motivation -- Chapter 9. Customer attitudes -- Chapter 10. Personality and self-concept -- Chapter 11. Market segmentation -- Chapter 12. The consumer decision-making process -- Chapter 13. Household decision-making -- Chapter 14. Organisational buying behaviour -- Chapter 15. Consumer loyalty -- Chapter 16. Building relationships with customers -- Chapter 17. The online world and consumer behaviour.