Rachel and John Are on Vacation in Hawaii

Multiple Choice

Rachel and John are on vacation in Hawaii.When they arrived at the hotel,they were offered chilled juice.Their check-in formalities were handled by the staff.When they entered their room,they saw that chocolates had been placed on the pillows and a flower arrangement on the table.The hotel's actions are an example of ________.

A) customer lifetime value
B) customer perceived value
C) customer value analysis
D) customer profitability analysis
E) a customer touch point