chapter two

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Across
  1. 2. acronym for measuring employee performance goals
  2. 4. number of customers that leave an organization during a certain time period
  3. 5. organizations that puts customers first
  4. 7. making services seamless to customers in an organization
  5. 10. acting in a way that sends a message of positive morality when confronted with a customer
  6. 11. emotional response
Down
  1. 1. desire but not want
  2. 3. service made up of various factors
  3. 6. approach an organization takes to provide service
  4. 8. giving decision making to a lower-level employee in an organization
  5. 9. right and wrong (character)