According to the customer satisfaction gap model, $\_\_\_\_\_\_\_\_\_\_\_\_\_$ gap refers to the gap between product standard and product delivery.

Question $41$ options:

product design

managing communications

consumer understanding

consumer satisfaction

conformance

Question $42(1$ point$)$

Hilton hotels make sure that when customers arrive at their hotels, they will be greeted by the front$-$desk staff. When customers entered their room, they have a sign that guarantees that the room is clean and shows the name of the person that cleans the room. These are examples of customer $\_\_\_\_\_\_\_\_.$

Question $42$ options:

A$)$

value analysis

B$)$

lifetime value

C$)$

profitability analysis

D$)$

perceived experience

E$)$

touch points

Question $43(1$ point$)$

To maximize customer loyalty, Honda carefully manages detailed information about its individual customers and all customer "touch points." This process is called $\_\_\_\_\_\_\_.$

Question $43$ options:

A$)$

Customer profitability analysis

B$)$

Customer$-$value delivery

C$)$

Customer relationship management

D$)$

Customer satisfaction analysis

E$)$

Customer lifetime value

Question $44(1$ point$)$

Peloton has recently introduced a series of bikes called Bike$+.$ The core positioning of this new generation of bikes is "find a new cardio and strength routine." In addition, Peloton promises to include other features such as world$-$class instructors, safety, and good performance. This describes the $\_\_\_\_\_\_\_\_$ of Bike$+.$

Question $44$ options:

A$)$

total customer benefit

B$)$

value proposition

C$)$

customer$-$perceived value

D$)$

value$-$delivery system

E$)$

total customer cost

Question $45(1$ point$)$

In order to establish true customer loyalty, marketing managers must focus on improving the attitudinal facet of loyalty and the $\_\_\_\_\_$ facet of loyalty

Question $45$ options:

emotional

cognitive

behavioral

satisfactory

perspective