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Overstating an offering's performance level indicates a gap. standards knowledge delivery communication satisfaction An e-mail account that is used for registering when buying products online in order to ignore spam and other junk e-mails later is known as a bot a dump account Spam Email spoofing Push email The more positive the score, the better the company's performance. customer service net promoter financial postpurchase dissonance net income A heavy user is defined as someone who: is willing to try new products and offer feedback. actually uses or consumes an offering regularly. is willing to tell others about a product, in addition to the fact that others listen to him. sticks to one brand when it works. has a greater intrinsic interest in the product category than the average user