Consumer Behavior Customer vs. Consumer Behavior • Customer behavior: a broad term that covers both individual consumers who buy goods and services for their own use and organizational buyers who purchase business products • Consumer behavior: the process through which the ultimate buyer makes purchase decisions UNIT: 4. CONSUMER BEHAVIOUR • • • • Factors Influencing Buyer Behavior Buyer Decision Process Consumer Psychology Industrial Buyer Behavior Vs. domestic Buyer Behavior • Customer Satisfaction Vs. Customer Delight Consumer Behavior Consumer behavior consists of the actions a person takes in purchasing and using products and services, including the mental and social processes that come before and after these actions. Importance of understanding Consumer Behavior Understand Predict Influence Factors affecting Consumer Behavior • Model of Consumer Behavior • Factors affecting Buyer Behavior • Types of Buying Decisions Model of Consumer Behavior Product Price Marketing and Other Stimuli Economic Technological Place Political Promotion Cultural Factors Buyer’s Decision Process Product Choice Brand Choice Dealer Choice Buyer’s Black Box Affecting Consumer Behavior Buyer’s Response Purchase Timing Purchase Amount Factors Affecting Consumer Behavior Cultural Social Personal Psychological Buyer Factors Affecting Consumer Behavior: Cultural Culture Subculture Social class Culture Culture is a whole set of values, traditions, beliefs, attitudes and ways of doing things of a reasonably homogeneous set of people. • Cultural Influences – Culture: values, beliefs, perceptions, preferences, and tastes handed down from one generation to the next. Indian Culture: – Children feel the responsibility of taking care of aged parents. – A father owning the responsibility of getting his Daughter married in a well to do family. • Core Values in the Culture – While some cultural values change over time, basic core values do not – Examples of core values include: • Importance of family and home life • The way of dressing • Working habits Values are shared beliefs formed through Socialization & Acculturisation process Subcultures Subcultures are subgroups within the larger, or national culture with unique values, ideas, and attitudes, based on common life experiences. • Subcultures: subgroup of culture with its own, distinct modes of behavior – Cultures are not homogeneous entities with universal values. – Subcultures can differ by: • Religion • Place of residence Subculture influences food preferences, clothing choices, recreation & career aspirations. Social class A group of people who have approximately equal social position as viewed by others in society. It can be related to occupation, education, & community participation where a person lives. • It comprises of relatively homogeneous & enduring divisions in a society which are hierarchically ordered & whose members share similar values, interests and behavior. E.g. Caste-system in India • Social classes: groups whose rankings are determined by occupation, income, education, family background, and residence location W. Lloyd Warner identified six classes: 1. Lower class 2. Upper-upper 3. Lower-upper 4. Upper-middle 5. Lower-middle 6. Working class • Social classes show distinct product & brand preferences in many areas such as clothing, furnishings, leisure etc. Factors Affecting Consumer Behavior: Social Reference Groups Family Social Factors Roles and Status Reference Groups Reference groups are people to whom an individual looks as a basis for self-appraisal or as a source of personal standards. • Reference groups: groups whose value structures and standards influence a person’s behavior – Requires two conditions: • The purchased product must be one that others can see and identify • The purchased item must be conspicuous; it must stand out as something unusual, a brand or product that not everyone owns • Reference Groups Membership Group ( primary, secondary) Aspiration Group (like to belong) Dissociative Group (like not to belong) Reference groups influence in at least three ways. 1.Expose individual to new behavior & lifestyle 2.Influence a persons attitude & selfconcept. 3.Create pressures for conformity-actual product/brand choice. • Personal Influence Opinion Leadership • Opinion Leaders • Word of Mouth Opinion Leaders Opinion leaders are individuals who exert direct or indirect social influence over others. • Opinion leaders: trendsetters who purchase new products before others in a group and then influence others in their purchases Pierce Brosnan and Anna Kournikova Why use celebrity spokespersons? Word of Mouth Word of mouth is the influencing of people during conversations. Family • Family Influence Consumer Socialization Family Life Cycle Family Decision Making • Information Gatherer • Purchaser • Influencer • User • Decision Maker Family Life Cycle The family life cycle describes the distinct phases that a family progresses through from formation to retirement, each phase bringing with it identifiable purchasing behaviors. Haggar Clothing What role do women play in this purchase? • Family Influences – Husband-dominant role is when the husband makes most of the decisions. – Wife-dominant role is when the wife makes most of the decisions. – Syncratic role is when both partners jointly make most decisions. • Children and Teenagers in Family Purchases – Growing numbers are assuming responsibility for family shopping – They also influence what parents buy Roles & Status – Roles define behavior that members of a group expect of individuals who hold specific positions within the group – Status: is the relative position of any individual member in a group. Each role carries a Status • Roles influence Buyer behavior. People choose products that communicate their role & status in society. • Marketers should be aware of the status symbol potential of products & brands. Factors Affecting Consumer Behavior: Personal Personal Influences Age and Life Cycle Stage Occupation Economic Situation Personality & Self-Concept Lifestyle Identification Activities Opinions Interests Age & life-cycle stage • Affects choice of food, clothes, furniture, recreation etc. Occupation • Affects consumption pattern . e.g. Purchasing patterns of white collar workers will be different from those of blue collar workers. Economic circumstances • • • • • Spendable income Savings & assets Debts Borrowing power Attitude towards spending & savings Personality • A person’s distinguishing psychological characteristics that lead to relatively consistent & enduring responses to environment • • • • • • • • • Based on traits people can be described as Confident Warm Loving Caring Outgoing Introvert Extrovert Aggressive Not Responsible • Personality types affect product/brand choices. A Marketer should adapt his selling style to suit the customer’s personality. Self-concept • Self-concept (Self-image) • Marketers try to develop brand images that match the target market’s self-image. • Actual self-concept • Ideal self- concept • Other’s self -concept • It sometimes may become difficult to answer which self will one try to satisfy while choosing a product. Lifestyle • It is the person’s pattern of living as expressed in the person’s activities , interests & opinions. • Lifestyle portrays whole person interacting with the environment. • Achievement-oriented • Belongingness-oriented Factors Affecting Consumer Behavior: Psychological Motivation Beliefs and Attitudes Psychological Factors Learning Perception Types of Buying Decisions • Involvement • Differences between brands Involvement Involvement consists of the personal, social, and economic significance of the purchase to the consumer. Types of Buying Decisions Significant differences between brands Few differences between brands High Involvement Low Involvement Complex Buying Behavior VarietySeeking Behavior DissonanceReducing Buying Behavior Habitual Buying Behavior The Buyer Decision Process Need Recognition Information Search Evaluation of Alternatives Purchase Decision Postpurchase Behavior The Buyer Decision Process The buyer decision process is the stages a buyer passes through in making choices about which products and services to buy. Consumer Buying Decisions Process for a Wireless Phone 1. Recognition of a Need (for reliable mobile telephone communication) 6. Disposition (Discard phone, cancel wireless service when no longer wanted or needed) 2. Search for Information (about wireless service providers and phones) 5. Post-purchase 3. Evaluation of Alternatives (narrow down to consideration set) 4. Choice/ Evaluation Purchase (actual versus expected satisfaction with both phone and service provider) (choosing one alternative provider and phone from the set) The Buyer Decision Process Step 1. Need Recognition Need Recognition Difference between an actual state and a desired state Internal Stimuli External Stimuli • Hunger • TV advertising • Thirst • Magazine ad • A person’s normal needs • Radio slogan •Stimuli in the environment Need recognition: the process that occurs whenever the consumer sees a significant difference between his or her current state of affairs and some desired or ideal state. • Needs are biologically determined (food, water, shelter) while wants are learned responses to satisfying those needs. • Marketers want to know how consumers learn so that they can attempt to influence this process. The Buyer Decision Process Step 2. Information Search Personal Sources •Family, friends, neighbors •Most influential source of information Commercial Sources •Advertising, salespeople •Receives most information from these sources Public Sources Experiential Sources •Mass Media •Consumer-rating groups •Handling the product •Examining the product •Using the product Information search: the process whereby a consumer searches for appropriate information needed to make a reasonable decision. • Information search takes place: – Internally: our own memory bank. – Externally: everywhere else. • The Internet has enabled this process by huge leaps and bounds. • Information search can be: – Purposeful: looking for it. – Passively acquired. • Of key interest is what influences the amount and quality of search? The Buyer Decision Process Step 3. Evaluation of Alternatives Product Attributes Evaluation of Quality, Price, & Features Degree of Importance Which attributes matter most to me? Brand Beliefs What do I believe about each available brand? Total Product Satisfaction Based on what I’m looking for, how satisfied would I be with each product? Evaluation Procedures Choosing a product (and brand) based on one or more attributes. Evaluation of alternatives: the process whereby a consumer evaluates the different purchase alternatives identified. • Evaluation criteria: the dimensions that consumers use to compare competing product alternatives. • Students choosing a university may use many different selection criteria, such as: size, reputation, costs, location, programs, living accommodations, or social life. • Some criteria are more important than others, so we still need to know how the decision will be made. • Product choice: the process whereby a consumer makes a choice between the different purchase alternatives identified. • Heuristics: a mental rule of thumb that leads to a speedy decision by simplifying the process. Heuristics • The human mind seeks to simplify the amount of decision making required whenever possible. • We hold attitudes for the same reason, and we apply them to purchase decisions. • Does higher price equal more quality? If it is a Rolex, yes. • What happens when it doesn’t in the short and long run? Brand Loyalty • Brand loyalty: a pattern of repeat product purchases, accompanied by an underlying positive attitude toward the brand, which is based on the belief that the brand makes products superior to its competition. • Brand names can serve as an expectation of performance and can be used to facilitate new product acceptance. • Brand equity: the value of the brand name’s acceptance. • Companies use brand equity to facilitate new product acceptance. The Buyer Decision Process Step 4. Purchase Decision Purchase Intention Desire to buy the most preferred brand Attitudes of others Unexpected situational factors Purchase Decision The Buyer Decision Process Step 5. Post purchase Behavior Consumer’s Expectations of Product’s Performance Product’s Perceived Performance Satisfied Customer! Dissatisfied Customer Cognitive Dissonance • Post-purchase evaluation: the process whereby a consumer evaluates the quality of the purchase decision made, as a result of consumption and learning. • Customer (dis)satisfaction: the overall feelings or attitude a person has about a product after purchasing it. Consumer Psychology • • • • • Perception Learning Motivation Beliefs & Attitudes Lifestyles Perception • • • • • • What is Perception Images Process Sensation & Perception Picturing the Perceptual Process Psychological influences on consumer behavior What is Perception? • Process to recognize, organize, and make sense of sensations. Perception Perception is the process by which an individual selects, organizes, and interprets information to create a meaningful picture of the world. Look at this picture: what do you see? Images nearby ... and far away How many Horses can you find in this picture? Find faces in this tree Can you find hidden images? Find the baby PERCEPTION Sensation and Perception • Sensation: Conscious outcome of sense organs and projection regions. (“I detect something”, not necessarily conscious, and not necessarily meaningful) • Perception: Means by which information acquired from the environment via the sense organs is transformed (organized) into experiences of objects, events, sounds, tastes, etc. (“I know, recognize, appreciate what I am sensing, and it means something to me”) Picturing the Perceptual Process Three steps in the sensation and perception of a stimulus • Perceptions: the meaning that a person attributes to incoming stimuli gathered through the five senses – sight, hearing, touch, taste, and smell. • Perceptual screens: the filtering processes through which all inputs must pass Psychological Influences of consumer behavior • Selective perception • Subliminal Perception • Perceived Risk PSYCHOLOGICAL INFLUENCES ON CONSUMER BEHAVIOR • Perception (Three perceptual processes) • Selective Attention • Selective Distortion • Selective Retention Subliminal Perception • Subliminal Perception: subconscious receipt of information – Almost 50 years ago, a New Jersey movie theater tried to boost concession sales by flashing the words Eat Popcorn and Drink Coca-Cola. – Subliminal advertising is aimed at the subconscious level of awareness. – Subliminal advertising has been universally condemned as manipulative, and is exceedingly unlikely that it can induce purchasing. – Research has shown that subliminal messages cannot force receivers to purchase goods that they would not consciously want. Perceived Risk Perceived risk represents the anxieties felt because the consumer cannot anticipate the outcomes of a purchase but believes that there may be negative consequences. • • • • Perceived risk: the belief that use of a product has potentially negative consequences, either financial, physical, or social. The consequences of making a bad choice may vary from minimal (chocolate bar) to severe (university program or choice of mate!). Risk is perceptual, therefore it can be influenced. How do marketers reduce the risk perceived by consumers? What do consumers do to reduce their perceived risk? Mostly, they look for information. PSYCHOLOGICAL INFLUENCES ON CONSUMER BEHAVIOR • Perception Perceived Risk • Obtain Seals of Approval • Secure Endorsements from Influential People • Provide Free Trials of the Product • Give Extensive Usage Instructions • Provide Warranties and Guarantees Learning • • • • Meaning Learning - I : Classical Conditioning Learning -2: Operant Conditioning Psychological Influences on Consumer Behavior What is “learning”? “any relatively enduring change in behavior as the result of experience” Learning Learning refers to those behaviors that result from (1) repeated experience and (2) reasoning. • Learning: a relatively permanent change in behavior caused by acquiring information or experience. Consumers must learn how to satisfy their needs. • Learning can be either deliberate or vicarious. • Behavioral learning theories: theories of learning that focus on how consumer behavior is changed by external events or stimuli. • The consumer forms connections between the things that happen to them or within their range of perception. • Freud had a few things to say about these connections. Learning I: Classical Conditioning Ivan Pavlov • 1849-1936 (b. near Moscow) • Animal research using live animals • Early research on animal digestion in which taste of food shown to trigger release of gastric juices Pavlov’s Research on Conditioning • Animals had small incision in jaw to create a channel (fistula) through which saliva would flow and be collected & measured • Pavlov began to research what would happen when he rang a bell or sounded a gong just before he put meat powder in the dog’s bowl What is your reaction to this photo? What is your reaction to this blue box? What is happening here? The blue box becomes associated with the lovers + Signals Take a naturally pleasant or attractive object or situation + Associate it with a neutral object or situation If done enough times, the neutral object or situation becomes a mental signal for the pleasant or attractive one. It signals that the naturally pleasant or attractive object or situation is about to appear on the scene Learning II: Operant Conditioning B. F. Skinner “Skinner Box” • Lever or other target upon which the animal will operate • Signal such as a light • Source of reward such as a food pellet tray or a punishment such as an electrical shock grid • Mechanism to record animal’s behavior (frequency counter) • First used with rats, then with pigeons New Language I: Contingencies • Reinforcement = any consequence which increases the likelihood that the behavior will occur again – Positive Reinforcement: a pleasant reward which leads to an increase in a behavior • Having a good time on a Saturday night – Negative Reinforcement: removal of something aversive or unpleasant which leads to increase in a behavior • Cops stopping loud music of kids outside • Punishment = Any consequence which decreases the likelihood that the behavior will occur again New Language II: Behavioral Control • Organisms acquire new behaviors • The forms of behaviors are shaped by their consequences • Behaviors are extinguished by a lack of reinforcement when they occur • Discriminative stimuli are cues (signals) that influence behavior; they suggest the consequence of behavior • Generalized responses are behaviors which are similar to behaviors which have been rewarded or punished in the past • Learning – An immediate or expected change in behavior as a result of experience. – The learning process includes the component of: • • • • Drive Cue Response Reinforcement PSYCHOLOGICAL INFLUENCES ON CONSUMER BEHAVIOR • Learning Behavioral Learning • Drive • Stimulus Generalization • Response • Stimulus Discrimination • Reinforcement Cognitive Learning Brand Loyalty Brand Loyalty Brand loyalty is a favorable attitude toward and consistent purchase of a single brand over time. • Applying Learning Theory to Marketing Decisions – Shaping: process of applying a series of rewards and reinforcements to permit more complex behavior to evolve over time MOTIVATION & PERSONALITY Motivation Motivation is the energizing force that stimulates behavior to satisfy a need. Personality Personality refers to a person’s consistent behaviors or responses to recurring situations. Motivation & Personality • • • • Why do people do the things they do? Drive Reduction Theory Kinds of Drives Psychological Influences on Consumer Behavior Motivation Why do people do the things they do? • reflexes – simple, unlearned responses to specific stimuli – -often mediated by direct connections in spinal cord • learned (conditioned) behaviors – physiological needs drives increase likelihood of behavior • cognition – thoughts, beliefs and strategies about consciously directed behaviors that best satisfy drives • What are the basic drives? • Why are some things more motivating (reinforcing) than others? • Motivation Drive-Reduction Theory the idea that a physiological need creates an aroused tension state (a drive) that motivates an organism to satisfy the need Kinds of Drives • regulatory – primary biological maintenance – survival – regulated by homeostasis • breathing, hunger, thirst, pain, sleep • non-regulatory – long-term maintenance • attachment, nurture, novelty, aggression – long-term comfort • self-esteem, power, achievement, self-actualization PSYCHOLOGICAL INFLUENCES ON CONSUMER BEHAVIOR • Motivation and Personality Motivation • Physiological Needs • Safety Needs • Social Needs • Personal Needs • Self-Actualization Needs Personality • Self-Concept Hierarchy of needs Motivation: an internal state that drives us to satisfy needs by activating goal-oriented behaviour. • Example: a homeless person is motivated to find shelter and food, while only the wealthy have the luxury of spending their time seeking “self-fulfillment”. • Needs and Motives – Need: an imbalance between a consumer’s actual and desired states – Motives: inner states that direct a person toward the goal of satisfying a felt need Self Concept Definition Self Concept: the totality of an individual’s thoughts and feelings having reference to him/herself as an object. It is the personal or internal basis for lifestyle but should not be perceived as devoid of social influence. • Self-Concept – A person’s multifaceted picture of himself or herself, composed of the: • • • • Real self Self-image Looking-glass self Ideal self Measurement Scales for Self-Concepts, Person Concepts, and Product Concepts 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. Rugged ----------------- Delicate Excitable ----------------- Calm Uncomfortable ------------ Comfortable Dominating --------------- Submissive Thrifty ----------------- Indulgent Pleasant ----------------- Unpleasant Contemporary -------------Non-contemporary Organized ----------------- Unorganized Rational ----------------- Emotional Youthful ----------------- Mature Formal ----------------- Informal Orthodox ----------------- Liberal Complex ----------------- Simple Colorless ----------------- Colorful Modest ----------------- Vain The Relationship between Self-Concept and Brand Image Influence Product Brand Image Relationshi p Between selfconcept and brand image Consumer Self-concept Behavior Satisfaction Seek products and brands that improve or maintain self-concept Purchase contributes to desired selfconcept Lifestyle/ Psychographics Lifestyle defined: A distinct mode of living -- including how one spends time, $, and places emphasis on numerous aspects of their life. Lifestyle patterns are influenced by several internal and external factors like: Income, age, family size, social patterns, social attitude changes, shifts in social views, legal changes, background, and education. Lifestyle/ Psychographics Psychographics defined: A way of describing the psychological makeup or lifestyle of a consumer or segment of consumers. Lifestyle dimensions can come from analyzing several activities/interests and opinion items. This analysis --a set of dimensions or factors, next these factors are used in formulation clusters or categories of the consumer population. Lifestyle and the Consumption Process Lifestyle Determinants • Demographics Behavioral Impact Lifestyle (How we live) • Subculture Activities Purchases • Social class Interests • Motives • Personality Like/dislikes How When Where What With whom Attitudes Consumption Consumption • Household Expectations • Culture Feelings • Emotions • Values • Past experiences Where With whom How When What Impact of Lifestyle Lifestyle ----- > Choice/use/w.o.m Direct Impact Indirect Impact Aspirational Impact Impact of Lifestyle Direct Impact Adventuresome, fast-paced, live-for-now, lifestyle ---> higher desire for sports cars, bungie jumping, travel. Impact of Lifestyle Indirect Impact Modern conservative family, two career professionals, wants to provide nice, safe home and good future opportunities for children ---> lawn care service, auto maintenance contracts, fast food services. Impact of Lifestyle Aspirational Impact Low-income individual, young adult, college graduate, profession seeking, wants a family, (but later). Marketing messages tell him/her that you need to “dress for success” “look good” ---> CZ ring, 18K gold plated watch, designer copy-cat clothes, less-expensive but “unique car.” Relationship of Self-concept and Lifestyle Self concept Private Self Social Self Ideal Actual Actual Lifestyle External Factors Measures of Lifestyle Originally AIO inventory (200-350 items involving Activities, Interests, and Opinions) Problem: Too long, too narrow in scope More recent measures include: Attitudes, Values, Activities, Interests, Media Patterns, Usage characteristics, Demographics and Geographics. VALS VALS2 PRIZM VALS 4 Base categories: Survivors Need Driven Groups Outer directed Groups Sustainers Belongers Emulators Achievers Inner directed Groups I am me Experiential Societally conscious Both inner and outer directed Integrated VALS2 Lifestyle System Principle Status Action Abundant resources Actualizer Fulfilled Believer Achiever Experiencer Striver Maker Struggler Minimal resources VALS2 Lifestyle System Self concept is composed primarily of three dimensions of self orientation: Principle oriented: Choices guided by their own personal beliefs, not feelings or other’s approval. Status oriented: Heavily influenced by actions, approval, and the opinions of others Action oriented: Desire social activity & Physical activity variety and risk taking -- adventuresome. Lifestyle Analysis of the Cosmetics Market Cosmetic Lifestyle Segments 1. Self-aware: concerned about appearance, fashion, and exercise. 2. Fashion-direct: concerned about fashion and appearance, not about exercise and sport. 3. Green goddesses: concerned about sport and fitness, less about appearance. 4. Unconcerned: neutral attitudes to health and appearance. 5. Conscience-stricken: no time for self-realization, busy with family responsibilities. 6. Dowdies: indifferent to fashion, cool on exercise, and dress for comfort. Intrapersonal and Interpersonal Determinants of Consumer Behavior Culture and Subculture Measurement Social class Psychographics Activities, interests, opinions. Preference groups Family Values Personality Lifestyles Decisions Family Individual General behavior Intrapersonal and Interpersonal Determinants of Consumer Behavior General behavior Benefits desired Money Budget expenditures Time budget expenditures Product choices Brands and store choices Benefit delivery Beliefs & Attitudes • Beliefs • Attitudes • Psychological Influences on Consumer Behavior Beliefs Beliefs are a consumer’s subjective perception of how a product or brand performs on different attributes based on personal experience, advertising, and discussions with other people. Attitude An attitude is a “learned predisposition to respond to an object or class of objects in a consistently favorable or unfavorable way.” • Attitudes – A person’s enduring favorable or unfavorable evaluations, emotional feelings, or action tendencies toward some object or idea – Attitude components: • Cognitive • Affective • Behavioral • Changing Consumer Attitudes – Attempt to produce consumer attitudes that will motivate the purchase of a particular product – Evaluate existing consumer attitudes and then make the product characteristics appeal to them • Modifying the Components of Attitude – Attitudes change in response to inconsistencies among the three components – Marketers can work to modify attitudes by providing evidence of product benefits and by correcting misconceptions PSYCHOLOGICAL INFLUENCES ON CONSUMER BEHAVIOR • Values, Beliefs, and Attitudes Attitude Formation • Attitude • Beliefs Attitude Change • Change Beliefs About a Brand’s Attributes • Change Perceived Importance of Attributes • Add New Attributes to the Product Colgate Total Toothpaste and Bayer Extra Strength Aspirin How did these ads change attitudes? PSYCHOLOGICAL INFLUENCES ON CONSUMER BEHAVIOR • Lifestyle Psychographics VALS™ • Thinkers • Experiencers • Believers • Makers • Achievers • Innovators • Strivers • Survivors VALS™ Consumer Segments How do consumers make purchase decisions? Industrial Buying Behavior • • • • • • • Business Market Characteristics of Business Market Model of Business Buying Behavior Business Buying Situation Participants Major Buying Influences Stages What is a Business Market? • The Business Market - all the organizations that buy goods and services to use in the production of other products and services that are sold, rented, or supplied to others. • Business markets involve many more dollars and items do consumer markets. Characteristics of Business Markets Market Structure and Demand • Fewer, larger buyers • Geographically concentrated • Demand derived from consumers • Inelastic demand • Fluctuating demand Nature of the Buying Unit • More buyers • More professional purchasing effort Types of Decisions & the Decision Process • More complex decisions • Process is more formalized • Buyer and seller are more dependent on each other • Build close long-term relationships with customers Model of Business Buyer Behavior Product Price Marketing and Other Stimuli Economic Technological Place Political Promotion Cultural Organizational Influences Product or Service Choice The Buying Organization The Buying Center Buying Decision Process Buyer’s Response Interpersonal and Individual Influences Delivery Terms and Times Supplier Choice Service Terms Order Quantities Payment Business Buying Situations Involved Decision Making New Task Buying Modified Rebuy Straight Rebuy Participants in the Business Buying Process: The Buying Center Gatekeepers Deciders Users Buying Center Buyers Influencers Major Influences on Business Buying Environmental Economic, Technological, Political, Competitive & Cultural Organizational Objectives, Policies, Procedures, Structure, & Systems Interpersonal Authority, Status, Empathy & Persuasiveness Individual Age, Education, Job Position, Personality & Risk Attitudes Buyers Stages in the BusinessBuying Process Problem Recognition General Need Description Product Specification Supplier Search Proposal Solicitation Supplier Selection Order Routine Specification Performance Review