Chapter 2

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Across
  1. 3. Model explaining service production and delivery
  2. 6. Range between desired and adequate service
  3. 7. Critical interaction point in service delivery
Down
  1. 1. Attribute difficult to evaluate even after purchase
  2. 2. Customer commitment to repurchase
  3. 4. Long-term value of a customer to a firm
  4. 5. Service characteristic meaning it cannot be touched