In a consumer behavior context, the previously acquired consumer perception of an existing product is the . When consumers try a new product by the same brand because they believe that the new product embodies the same attribute with which the brand's existing products are associated, this is the .

Cynthia is a hospitality worker in the lodging industry who prefers to cater to small groups of people. she might want to open a

Read the overview below and complete the activities that follow.apartment complexes often look for ways to recruit new tenants and retain current tenants. although apartment complexes offer the tangible benefit of shelter to their tenants, many apartment complexes also offer additional services to tenants to encourage tenants to stay or to support the rent prices. the following scenario identifies the several service gaps of a company that runs an apartment complex as well as solutions for reducing these service gaps.concept review: customers have certain expectations about how a service should be delivered. a service gap occurs when the delivery of a service fails to meet customer expectations. there are four types of service gaps: knowledge gap, standards gap, delivery gap, and the communications gap. it is important for marketers to identify these gaps and develop strategies for minimizing them.match the example or solution to the appropriate service gap category.1. wait for repairs 5. train employees well2. understand expectations 6. incentives for tenants3. do not overpromise 7. family movie night4. empower employees 8. delayed lawn careservice gap example solutionknowledge gap standards gap delivery gap communication gap

1. how much money did selfridge spend on advertising before the store’s opening? 2. explain what shopping was like in london during the early 1900s. how does this differ from the modern shopping experience? 3. what was the role of a floorwalker in 1900s london? 4. what inspired selfridge to ensure that customers in his store could browse at their leisure? do you need the links to the video?