Ch 13 - Marketing

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Across
  1. 5. A practice whereby customer-contact jobs are outsourced into workers' homes
  2. 7. The quality of being produced and consumed at the same time
  3. 8. Direct consumers of a product of a nonprofit organization
  4. 9. The inability of unused service capacity to be stored for future use
Down
  1. 1. Variation in quality
  2. 2. Indirect consumers of a product of a nonprofit organization
  3. 3. A collective of individuals who have an interest about an organization, product or social cause
  4. 4. The characteristic that a service is not physical and cannot be perceived by the senses
  5. 6. Customers' perceptions of how well a service meets or exceeds their expectations