Service Marketing

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Across
  1. 3. personal injury or damage to possessions
  2. 5. personal selling through the medium of the telephone
  3. 10. capable of being touched and held in physical form over time
  4. 12. personal fears and emotions
  5. 13. internal standards customers use to judge the quality of an experience
  6. 15. something that is experienced and cannot be touched
  7. 16. tailoring service characteristics to meet customer specific needs
  8. 19. unwanted impacts on any of the five senses
  9. 20. how others think and react
Down
  1. 1. unsatisfactory performance outcomes
  2. 2. a physical location, suppliers and customers meet to do business
  3. 4. reducing variation in service operations and delivery
  4. 6. an exchange between two parties
  5. 7. patronizing a specific firm over an extended period of time
  6. 8. a formal expression of dissatisfaction
  7. 9. wasting time
  8. 11. monetary loss
  9. 14. a group of persons who share common characteristics
  10. 17. an act or performance that creates benefits for customers
  11. 18. non-personal communication by a marketer to inform or persuade others