When People See Coca Cola on the Shelves of Their

question 24

Multiple Choice

When people see Coca Cola on the shelves of their local supermarkets,they remember fond childhood memories of drinking Coke and fun Christmas commercials with polar bears and Santa Claus.Though other cola beverages may win blind taste tests over Coca Cola,consumers tend to have an emotional relationship with Coke,which gives the product a competitive edge on the market. ​
​Which of the following aspects of a product is described here?

• A)​brand
• B)​trademark
• C)​brand name
• D)​brand mark
• E)​product appeal

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Definitions:

Moment-of-truth

Critical points in the service delivery process where customers interact with the service and form impressions about its quality.

Service Provider

An entity that offers services to others, typically in exchange for payment.

Customer's Expectation

The set of beliefs or standards that customers have regarding the level of service or quality of product they will receive from a provider.

Design

The process of conceptualizing and planning the creation of objects, systems, or interactions with specific considerations for function, aesthetics, and usability.