{"id":181,"date":"2019-07-03T14:51:36","date_gmt":"2019-07-03T14:51:36","guid":{"rendered":"https:\/\/courses.lumenlearning.com\/suny-hccc-marketingv2\/chapter\/reading-organizational-buyer-behavior\/"},"modified":"2019-07-03T14:51:36","modified_gmt":"2019-07-03T14:51:36","slug":"reading-organizational-buyer-behavior","status":"publish","type":"chapter","link":"https:\/\/courses.lumenlearning.com\/suny-hccc-marketing\/chapter\/reading-organizational-buyer-behavior\/","title":{"raw":"Reading: Organizational Buyer Behavior","rendered":"Reading: Organizational Buyer Behavior"},"content":{"raw":"\n<h2>Organizational Buyer Behavior<\/h2>\nIndividual consumers are not the only buyers in a market. Companies&nbsp;and other organizations also need goods and services to operate, run their businesses, and produce the offerings they provide to one another&nbsp;and to consumers. These organizations, which include producers, resellers, government and nonprofit groups, buy a huge variety of products including equipment, raw materials, finished goods, labor, and other services. Some organizations sell exclusively to other organizations and never come into contact with consumer buyers.\n\nB2B markets have their own patterns of behavior and decision-making dynamics that are important to understand for two major reasons. First, when you are a member of an organization, it's helpful to appreciate how and why organization buying decisions are different from the decisions you make as an individual consumer. Second, many marketing roles focus on B2B rather than B2C marketing, or they may be a combination of the two. If you have opportunities to work in B2B marketing, you need to recognize how the decision-making process differs in order to create effective marketing for B2B customers and target segments.\n<h2>Who Are the Organizational Buyers?<\/h2>\n<a href=\"https:\/\/courses.candelalearning.com\/waymakerintromarketing1xmaster\/wp-content\/uploads\/sites\/903\/2016\/01\/7650804342_5778937d0a_o.jpg\"><img class=\"wp-image-4100 alignleft\" src=\"https:\/\/s3-us-west-2.amazonaws.com\/courses-images-archive-read-only\/wp-content\/uploads\/sites\/1505\/2016\/01\/04105241\/7650804342_5778937d0a_o.jpg\" alt=\"Photo of a man in a suit smiling and shaking hands with another man. A woman in a suit is in between them, also smiling.\" width=\"225\" height=\"196\"><\/a>\n\nUnlike the consumer buying process, multiple&nbsp;individuals are usually involved in making B2B buying decisions. A purchasing agent or procurement team (also called a <em>buying center<\/em>) may also be involved to help move the decision through the&nbsp;organization's decision process and to negotiate advantageous terms of sale.\n\nOrganizations define and enforce rules for making buying&nbsp;decisions with purchasing policies, processes, and systems designed to ensure the right people have oversight and final approval of these decisions. Typically, more levels of consideration, review, and approval are required for more expensive purchases.\n\nFor anyone involved in B2B marketing or selling, it is important to know:\n<ul>\n\t<li>Who will take part in the buying process?<\/li>\n\t<li>What criteria does each person use to&nbsp;evaluate prospective suppliers?<\/li>\n\t<li>What level of influence does each member of the process have?<\/li>\n\t<li>What interpersonal, psychological, or other factors about the decision team might influence this buying process?<\/li>\n\t<li>How well do the individuals work together as a group?<\/li>\n\t<li>Who makes the final decision to buy?<\/li>\n<\/ul>\nBecause every organization is unique, the answers to these questions will be different for every organization and every sale. Marketers should understand their target segments well enough to identify commonalities where they exist and then create effective marketing to address the common roles and decision makers identified.\n\nFor example, a technology company selling a travel- and expense-management system should expect decision makers from several departments to be involved in the purchasing decision: the HR department (to ensure the system is user-friendly for employees and compatible with company travel policies), the accounting&nbsp;department (to ensure the system is a good complement to the company's&nbsp;accounting and finance systems), and the IT department (to ensure the system is compatible with the other systems and technologies the company uses). Marketers should focus first on managers in the group most responsible for travel and expense policy\u2014typically the HR department. As the company generates serious interest and leads, marketing and sales staff should take the time to learn about decision dynamics within each organization considering the system. Marketing and sales support activities can focus on getting each of the essential decision makers acquainted with the product and then convincing them to make it their final selection.\n<h2>B2B Buying Situations<\/h2>\nWho makes the buying decision depends, in part, on the situation. Common types of buying situations include the straight rebuy, the modified rebuy, and the new task.\n\nThe <em>straight rebuy <\/em>is the simplest situation: the organization&nbsp;reorders a good or service without any modifications. These transactions are usually routine and may handled entirely&nbsp;by the purchasing department because the initial selection of the product and supplier already took place. With the <em>modified rebuy<\/em>, the buyer wants to reorder a product but with some modification to the product specifications, prices, or other aspects of the order. In this situation, a purchasing agent may be involved in negotiating the terms for the new order, and several other&nbsp;participants who will use the product may participate&nbsp;in the buying decision.\n\nThe buying situation is a <em>new task<\/em> when an organization considers buying a product for the first time. The number of participants and the amount of information sought tend to increase with the cost and risks associated with the transaction. For marketers, the new task is the best opportunity for winning new business because there is no need to displace another supplier (which would be the case for the rebuy situations).\n\nFor sales opportunities that are new tasks, there may be an opportunity for a <em>solution sale<\/em> (sometimes called <em>system selling<\/em>). In these opportunities, the buyer may be interested in a provider that offers a complete package or solution for&nbsp;the business problem, rather than individual components that address&nbsp;separate aspects&nbsp;of the problem. Providers win these opportunities by being the company that has both the vision and the capability to provide combination of products, technologies, and services that address the problem\u2013and to make everything work together smoothly. Solution sales are particularly common in the technology industry.\n<h2>Characteristics of Organizational Buying<\/h2>\nB2B purchasing decisions include levels of complexity that are unique to organizations and the environments in which they operate.\n<h3><strong>Timing Complexity<\/strong><\/h3>\nThe organizational decision process frequently spans a long period of time, which creates a&nbsp;significant lag between the marketer's initial contact with the customer and the purchasing decision. In some situations, organizational buying can move very quickly, but it is more likely to be slow. When personnel change, go on leave, or get reassigned to other projects, the decision process can take even longer as new players and new priorities or requirements are introduced.&nbsp;Since a variety of&nbsp;factors can enter the picture during the longer decision cycles&nbsp;of B2B transactions, the marketer's ability to monitor and adjust to these changes is critical.\n<h3><strong>Technical Complexity<\/strong><\/h3>\nOrganizational buying decisions frequently involve a range of complex technical dimensions. These could be complex technical specifications of the physical products, or complex technical specifications associated with services, timing, and terms of delivery and payment. Purchases need to fit into the broader supply chain an organization uses to operate and produce its own products, and the payment schedule needs to align with the organization's budget and fiscal plans.&nbsp;For example,&nbsp;a&nbsp;purchasing agent for Volvo automobiles must consider a number of technical factors before ordering a radio to be installed in&nbsp;a&nbsp;new vehicle model. The electronic system, the acoustics of the interior, and the shape of the dashboard are a few of these considerations.\n<h3><strong>Organizational Complexity<\/strong><\/h3>\nBecause every organization is unique, it is nearly impossible to group them into precise categories with regard to dynamics of buying decisions. Each organization has a characteristic way of functioning, as well as a personality and unique culture. Each organization has its own business philosophy that guides its actions in resolving conflicts, handling uncertainty and risk, searching for solutions, and adapting to change. Marketing and sales staff need to learn about each customer or prospect and how to work with them to effectively navigate the product selection process.\n<h2>Unique Factors Influencing B2B Buying Behavior<\/h2>\nBecause organizations are made up of individual people, many of the same influencing factors discussed earlier in this module apply in B2B settings: situational, personal, psychological, and social factors. At the same time, B2B purchasing decisions are influenced by a variety of factors that are unique to organizations, the people they employ, and&nbsp;the&nbsp;broader business environment.\n<h3><strong>Individual Factors<\/strong><\/h3>\nB2B decisions are influenced by characteristics of the individuals involved in the selection process. A person's job position, tenure, and level in the organization may all play a role influencing a purchasing decision.&nbsp;Additionally, a decision maker's&nbsp;relationships with peers and&nbsp;managers could lead them to exert more\u2013or less\u2013influence over the final selection. Individuals' professional motives, personal style, and credibility as a colleague, manager, or leader may play a role. To illustrate, a new department head might want to introduce an updated technology system to help her organization work more productively. However, her short time in the role and rivalry from other department heads could slow down a buying decision until she has proven her leadership capability and made a strong case for investment in the new technology.\n\n<a href=\"https:\/\/courses.candelalearning.com\/waymakerintromarketing1xmaster\/wp-content\/uploads\/sites\/903\/2016\/01\/7803665222_fe0bc25ac4_k.jpg\"><img class=\"wp-image-4101 aligncenter\" src=\"https:\/\/s3-us-west-2.amazonaws.com\/courses-images-archive-read-only\/wp-content\/uploads\/sites\/1505\/2016\/01\/04105243\/7803665222_fe0bc25ac4_k-1024x488.jpg\" alt=\"Two men are seated in a meeting room; both look frustrated. In between them is a chair for the boss, who is absent, but is represented by a small green pillow on the table with a &quot;frowny face.&quot;\" width=\"625\" height=\"298\"><\/a>\n<h3><strong>Organizational Factors<\/strong><\/h3>\nPurchasing decisions, especially big-ticket expenditures, may be influenced by the organization's strategies, priorities, and performance. Generally the decision makers and the providers competing for the business must present a compelling explanation for how the new purchase will help the organization become more effective at achieving its mission and goals. If a company goes through a quarter with poor sales performance, for example, the management team might slow down or halt purchasing decisions until performance improves. As suggested above, organizational structure plays a central role determining who participates in the buying process and what that process entails. Internal organizational politics and culture may also&nbsp;impact who the decision makers are, what power they exert in the decision, the pace of the buying process, and so forth. An organization's&nbsp;existing systems, products, or technology&nbsp;might also influence the buying process when&nbsp;new purchases need to be compatible with whatever is&nbsp;already in place.\n<h3><strong>Business Environment<\/strong><\/h3>\nB2B purchasing is also influenced by factors in the external business environment. The health of the economy and the company's industry may determine whether an organization chooses to move ahead with a significant purchase or hold off until economic indicators improve. Competitive pressures can create a strong sense of urgency around organizational decision making and purchasing. For instance, if a leading competitor introduces a compelling new product feature that causes your organization to lose business, managers might be anxious to move forward with a project or purchase that can help them regain a competitive edge. When new technology becomes available that can improve products, services, processes, or efficiency, it can create demand and sales opportunities among companies that want the new technology in order to compete more effectively.\n\nGovernment and the regulatory environment can also influence purchasing decisions. Governmental organizations often have very strict, highly regulated purchasing processes to prevent corruption, and companies must comply with these regulations in order to win government contracts and business. Similarly, lawmakers or governmental agencies might create new laws and regulations that require organizations to alter how they do business\u2014or face penalties. In these situations, organizations tend to be highly motivated to do whatever it takes, including purchasing new products or altering how they operate, in order to comply.\n","rendered":"<h2>Organizational Buyer Behavior<\/h2>\n<p>Individual consumers are not the only buyers in a market. Companies&nbsp;and other organizations also need goods and services to operate, run their businesses, and produce the offerings they provide to one another&nbsp;and to consumers. These organizations, which include producers, resellers, government and nonprofit groups, buy a huge variety of products including equipment, raw materials, finished goods, labor, and other services. Some organizations sell exclusively to other organizations and never come into contact with consumer buyers.<\/p>\n<p>B2B markets have their own patterns of behavior and decision-making dynamics that are important to understand for two major reasons. First, when you are a member of an organization, it&#8217;s helpful to appreciate how and why organization buying decisions are different from the decisions you make as an individual consumer. Second, many marketing roles focus on B2B rather than B2C marketing, or they may be a combination of the two. If you have opportunities to work in B2B marketing, you need to recognize how the decision-making process differs in order to create effective marketing for B2B customers and target segments.<\/p>\n<h2>Who Are the Organizational Buyers?<\/h2>\n<p><a href=\"https:\/\/courses.candelalearning.com\/waymakerintromarketing1xmaster\/wp-content\/uploads\/sites\/903\/2016\/01\/7650804342_5778937d0a_o.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-4100 alignleft\" src=\"https:\/\/s3-us-west-2.amazonaws.com\/courses-images-archive-read-only\/wp-content\/uploads\/sites\/1505\/2016\/01\/04105241\/7650804342_5778937d0a_o.jpg\" alt=\"Photo of a man in a suit smiling and shaking hands with another man. A woman in a suit is in between them, also smiling.\" width=\"225\" height=\"196\" \/><\/a><\/p>\n<p>Unlike the consumer buying process, multiple&nbsp;individuals are usually involved in making B2B buying decisions. A purchasing agent or procurement team (also called a <em>buying center<\/em>) may also be involved to help move the decision through the&nbsp;organization&#8217;s decision process and to negotiate advantageous terms of sale.<\/p>\n<p>Organizations define and enforce rules for making buying&nbsp;decisions with purchasing policies, processes, and systems designed to ensure the right people have oversight and final approval of these decisions. Typically, more levels of consideration, review, and approval are required for more expensive purchases.<\/p>\n<p>For anyone involved in B2B marketing or selling, it is important to know:<\/p>\n<ul>\n<li>Who will take part in the buying process?<\/li>\n<li>What criteria does each person use to&nbsp;evaluate prospective suppliers?<\/li>\n<li>What level of influence does each member of the process have?<\/li>\n<li>What interpersonal, psychological, or other factors about the decision team might influence this buying process?<\/li>\n<li>How well do the individuals work together as a group?<\/li>\n<li>Who makes the final decision to buy?<\/li>\n<\/ul>\n<p>Because every organization is unique, the answers to these questions will be different for every organization and every sale. Marketers should understand their target segments well enough to identify commonalities where they exist and then create effective marketing to address the common roles and decision makers identified.<\/p>\n<p>For example, a technology company selling a travel- and expense-management system should expect decision makers from several departments to be involved in the purchasing decision: the HR department (to ensure the system is user-friendly for employees and compatible with company travel policies), the accounting&nbsp;department (to ensure the system is a good complement to the company&#8217;s&nbsp;accounting and finance systems), and the IT department (to ensure the system is compatible with the other systems and technologies the company uses). Marketers should focus first on managers in the group most responsible for travel and expense policy\u2014typically the HR department. As the company generates serious interest and leads, marketing and sales staff should take the time to learn about decision dynamics within each organization considering the system. Marketing and sales support activities can focus on getting each of the essential decision makers acquainted with the product and then convincing them to make it their final selection.<\/p>\n<h2>B2B Buying Situations<\/h2>\n<p>Who makes the buying decision depends, in part, on the situation. Common types of buying situations include the straight rebuy, the modified rebuy, and the new task.<\/p>\n<p>The <em>straight rebuy <\/em>is the simplest situation: the organization&nbsp;reorders a good or service without any modifications. These transactions are usually routine and may handled entirely&nbsp;by the purchasing department because the initial selection of the product and supplier already took place. With the <em>modified rebuy<\/em>, the buyer wants to reorder a product but with some modification to the product specifications, prices, or other aspects of the order. In this situation, a purchasing agent may be involved in negotiating the terms for the new order, and several other&nbsp;participants who will use the product may participate&nbsp;in the buying decision.<\/p>\n<p>The buying situation is a <em>new task<\/em> when an organization considers buying a product for the first time. The number of participants and the amount of information sought tend to increase with the cost and risks associated with the transaction. For marketers, the new task is the best opportunity for winning new business because there is no need to displace another supplier (which would be the case for the rebuy situations).<\/p>\n<p>For sales opportunities that are new tasks, there may be an opportunity for a <em>solution sale<\/em> (sometimes called <em>system selling<\/em>). In these opportunities, the buyer may be interested in a provider that offers a complete package or solution for&nbsp;the business problem, rather than individual components that address&nbsp;separate aspects&nbsp;of the problem. Providers win these opportunities by being the company that has both the vision and the capability to provide combination of products, technologies, and services that address the problem\u2013and to make everything work together smoothly. Solution sales are particularly common in the technology industry.<\/p>\n<h2>Characteristics of Organizational Buying<\/h2>\n<p>B2B purchasing decisions include levels of complexity that are unique to organizations and the environments in which they operate.<\/p>\n<h3><strong>Timing Complexity<\/strong><\/h3>\n<p>The organizational decision process frequently spans a long period of time, which creates a&nbsp;significant lag between the marketer&#8217;s initial contact with the customer and the purchasing decision. In some situations, organizational buying can move very quickly, but it is more likely to be slow. When personnel change, go on leave, or get reassigned to other projects, the decision process can take even longer as new players and new priorities or requirements are introduced.&nbsp;Since a variety of&nbsp;factors can enter the picture during the longer decision cycles&nbsp;of B2B transactions, the marketer&#8217;s ability to monitor and adjust to these changes is critical.<\/p>\n<h3><strong>Technical Complexity<\/strong><\/h3>\n<p>Organizational buying decisions frequently involve a range of complex technical dimensions. These could be complex technical specifications of the physical products, or complex technical specifications associated with services, timing, and terms of delivery and payment. Purchases need to fit into the broader supply chain an organization uses to operate and produce its own products, and the payment schedule needs to align with the organization&#8217;s budget and fiscal plans.&nbsp;For example,&nbsp;a&nbsp;purchasing agent for Volvo automobiles must consider a number of technical factors before ordering a radio to be installed in&nbsp;a&nbsp;new vehicle model. The electronic system, the acoustics of the interior, and the shape of the dashboard are a few of these considerations.<\/p>\n<h3><strong>Organizational Complexity<\/strong><\/h3>\n<p>Because every organization is unique, it is nearly impossible to group them into precise categories with regard to dynamics of buying decisions. Each organization has a characteristic way of functioning, as well as a personality and unique culture. Each organization has its own business philosophy that guides its actions in resolving conflicts, handling uncertainty and risk, searching for solutions, and adapting to change. Marketing and sales staff need to learn about each customer or prospect and how to work with them to effectively navigate the product selection process.<\/p>\n<h2>Unique Factors Influencing B2B Buying Behavior<\/h2>\n<p>Because organizations are made up of individual people, many of the same influencing factors discussed earlier in this module apply in B2B settings: situational, personal, psychological, and social factors. At the same time, B2B purchasing decisions are influenced by a variety of factors that are unique to organizations, the people they employ, and&nbsp;the&nbsp;broader business environment.<\/p>\n<h3><strong>Individual Factors<\/strong><\/h3>\n<p>B2B decisions are influenced by characteristics of the individuals involved in the selection process. A person&#8217;s job position, tenure, and level in the organization may all play a role influencing a purchasing decision.&nbsp;Additionally, a decision maker&#8217;s&nbsp;relationships with peers and&nbsp;managers could lead them to exert more\u2013or less\u2013influence over the final selection. Individuals&#8217; professional motives, personal style, and credibility as a colleague, manager, or leader may play a role. To illustrate, a new department head might want to introduce an updated technology system to help her organization work more productively. However, her short time in the role and rivalry from other department heads could slow down a buying decision until she has proven her leadership capability and made a strong case for investment in the new technology.<\/p>\n<p><a href=\"https:\/\/courses.candelalearning.com\/waymakerintromarketing1xmaster\/wp-content\/uploads\/sites\/903\/2016\/01\/7803665222_fe0bc25ac4_k.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-4101 aligncenter\" src=\"https:\/\/s3-us-west-2.amazonaws.com\/courses-images-archive-read-only\/wp-content\/uploads\/sites\/1505\/2016\/01\/04105243\/7803665222_fe0bc25ac4_k-1024x488.jpg\" alt=\"Two men are seated in a meeting room; both look frustrated. In between them is a chair for the boss, who is absent, but is represented by a small green pillow on the table with a &quot;frowny face.&quot;\" width=\"625\" height=\"298\" \/><\/a><\/p>\n<h3><strong>Organizational Factors<\/strong><\/h3>\n<p>Purchasing decisions, especially big-ticket expenditures, may be influenced by the organization&#8217;s strategies, priorities, and performance. Generally the decision makers and the providers competing for the business must present a compelling explanation for how the new purchase will help the organization become more effective at achieving its mission and goals. If a company goes through a quarter with poor sales performance, for example, the management team might slow down or halt purchasing decisions until performance improves. As suggested above, organizational structure plays a central role determining who participates in the buying process and what that process entails. Internal organizational politics and culture may also&nbsp;impact who the decision makers are, what power they exert in the decision, the pace of the buying process, and so forth. An organization&#8217;s&nbsp;existing systems, products, or technology&nbsp;might also influence the buying process when&nbsp;new purchases need to be compatible with whatever is&nbsp;already in place.<\/p>\n<h3><strong>Business Environment<\/strong><\/h3>\n<p>B2B purchasing is also influenced by factors in the external business environment. The health of the economy and the company&#8217;s industry may determine whether an organization chooses to move ahead with a significant purchase or hold off until economic indicators improve. Competitive pressures can create a strong sense of urgency around organizational decision making and purchasing. For instance, if a leading competitor introduces a compelling new product feature that causes your organization to lose business, managers might be anxious to move forward with a project or purchase that can help them regain a competitive edge. When new technology becomes available that can improve products, services, processes, or efficiency, it can create demand and sales opportunities among companies that want the new technology in order to compete more effectively.<\/p>\n<p>Government and the regulatory environment can also influence purchasing decisions. Governmental organizations often have very strict, highly regulated purchasing processes to prevent corruption, and companies must comply with these regulations in order to win government contracts and business. Similarly, lawmakers or governmental agencies might create new laws and regulations that require organizations to alter how they do business\u2014or face penalties. In these situations, organizations tend to be highly motivated to do whatever it takes, including purchasing new products or altering how they operate, in order to comply.<\/p>\n\n\t\t\t <section class=\"citations-section\" role=\"contentinfo\">\n\t\t\t <h3>Candela Citations<\/h3>\n\t\t\t\t\t <div>\n\t\t\t\t\t\t <div id=\"citation-list-181\">\n\t\t\t\t\t\t\t <div class=\"licensing\"><div class=\"license-attribution-dropdown-subheading\">CC licensed content, Original<\/div><ul class=\"citation-list\"><li>Revision and adaptation. <strong>Provided by<\/strong>: Lumen Learning. <strong>License<\/strong>: <em><a target=\"_blank\" rel=\"license\" href=\"https:\/\/creativecommons.org\/licenses\/by\/4.0\/\">CC BY: Attribution<\/a><\/em><\/li><\/ul><div class=\"license-attribution-dropdown-subheading\">CC licensed content, Shared previously<\/div><ul class=\"citation-list\"><li>Chapter 4: Understanding Buyer Behavior, from Introducing Marketing. <strong>Authored by<\/strong>: John Burnett. <strong>Provided by<\/strong>: Global Text. <strong>Located at<\/strong>: <a target=\"_blank\" href=\"http:\/\/solr.bccampus.ca:8001\/bcc\/file\/ddbe3343-9796-4801-a0cb-7af7b02e3191\/1\/Core%20Concepts%20of%20Marketing.pdf\">http:\/\/solr.bccampus.ca:8001\/bcc\/file\/ddbe3343-9796-4801-a0cb-7af7b02e3191\/1\/Core%20Concepts%20of%20Marketing.pdf<\/a>. <strong>License<\/strong>: <em><a target=\"_blank\" rel=\"license\" href=\"https:\/\/creativecommons.org\/licenses\/by\/4.0\/\">CC BY: Attribution<\/a><\/em><\/li><li>Business Meeting. <strong>Authored by<\/strong>: thetaxhaven. <strong>Located at<\/strong>: <a target=\"_blank\" href=\"https:\/\/www.flickr.com\/photos\/83532250@N06\/7650804342\/\">https:\/\/www.flickr.com\/photos\/83532250@N06\/7650804342\/<\/a>. <strong>License<\/strong>: <em><a target=\"_blank\" rel=\"license\" href=\"https:\/\/creativecommons.org\/licenses\/by\/4.0\/\">CC BY: Attribution<\/a><\/em><\/li><li>The Boss. <strong>Authored by<\/strong>: Joselito Tagarao. <strong>Located at<\/strong>: <a target=\"_blank\" href=\"https:\/\/www.flickr.com\/photos\/lidocaineus\/7803665222\/\">https:\/\/www.flickr.com\/photos\/lidocaineus\/7803665222\/<\/a>. <strong>License<\/strong>: <em><a target=\"_blank\" rel=\"license\" href=\"https:\/\/creativecommons.org\/licenses\/by-sa\/4.0\/\">CC BY-SA: Attribution-ShareAlike<\/a><\/em><\/li><\/ul><\/div>\n\t\t\t\t\t\t <\/div>\n\t\t\t\t\t <\/div>\n\t\t\t <\/section>","protected":false},"author":141992,"menu_order":15,"template":"","meta":{"_candela_citation":"[{\"type\":\"original\",\"description\":\"Revision and adaptation\",\"author\":\"\",\"organization\":\"Lumen Learning\",\"url\":\"\",\"project\":\"\",\"license\":\"cc-by\",\"license_terms\":\"\"},{\"type\":\"cc\",\"description\":\"Chapter 4: Understanding Buyer Behavior, from Introducing Marketing\",\"author\":\"John Burnett\",\"organization\":\"Global 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