The customers at Marielle's coffee shop want to grab a quick cup of coffee before boarding the commuter train into the city. The sign in the window promises "Quick, In-and-Out Service," and usually Marielle's keeps that promise, But one morning, customers were frustrated when the staff behind the counter showed more interest in gossiping about their social lives than is waiting on customers. Marielle's is suffering from is ______ gap. A) communications B) delivery C) knowledge D) social expectations E) standards There is an old saying "If you have to ask the price of a yacht, you cannot afford it". Products like yachts are most likely to be associated with A) target return value. B) break-even point pricing. C) competitive parity pricing. D) cross-shopping. E) prestige pricing. The _____ step in the product development process is critical, requiring tremendous resources and extensive coordination of all aspects of the marketing mix. A) product launch B) posttesting C) pretesting D) evaluation of results E) product development The 4E framework for social media guides marketers in using social media effectively to build and deepen customer relationships. All of the following are included in the 4E framework except A) excitement B) energy C) experience D) engagement E) education. __________ are special incentives or excitement-building programs that encourage consumers to purchase a particular product, often used in conjunction with advertising or personal selling programs. A) B2B programs B) Sales promotions C) Push programs D) Trade incentives E) Targeted leader items