Service Marketing

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Across
  1. 3. Blueprinting is a more sophisticated version of ____________.
  2. 5. _______fragrance would you use to relax and calm customers?
  3. 9. Reliability, ease of use, and customer support are considered ____________ attribute.
  4. 10. Effective service recovery procedures should be ____________, planned, trained, empowered
  5. 12. The ____________ is the difference between what is delivered and what customers perceive they have received.
  6. 15. Jan Carlzon, the former CEO of Scandinavian Airlines System, used the
  7. 16. Server ____________ ensure that service staffs do things correctly, as requested, in the right order, and at the right speed.
  8. 17. or services.
  9. 20. _._._in marketing, is the moment when a customer/user interacts with a brand, product or service to form or change an impression about that particular brand, product or service.
  10. 21. #StopTheHelmetExcuse is the hashtag of __________Bank. The campaign is aimed at promoting safety and encouraging people to wear helmets while riding two-wheelers.
  11. 23. The ____________ is the difference between what senior management believes
  12. 25. Training is most effective at reducing person/role____________.
  13. 28. A(n) _________ diagram is used for cause-and-effect analysis.
  14. 30. Service environments, also called ____________ relate to the style and appearance of the physical surroundings and other experiential elements encountered by customers at service delivery sites.
  15. 32. ____________ represent a special type of order taking that entitles customers to a specific unit of service.
  16. 33. The ______________ jaycustomer has no intention of paying and sets out to steal
Down
  1. 1. of ____________ metaphor as a reference point for transforming the airline into a customer-driven business.
  2. 2. A triangle of Company, Customers, Employees, Internal Marketing, External Marketing communications and Interactive marketing is known as………… triangle.
  3. 4. Characteristics that customers find hard to evaluate even after consumption are termed____________ attribute.
  4. 6. In broad terms, ____________ focuses on benefits created for the customer’s side of the equation, and _productivity addresses the financial costs incurred by the firm.
  5. 7. Established in 2011, Which is the PoS platform for the Food & Beverage sector across India, the Middle East, UAE, South Africa and Canada and provide holistic restaurant management software, including billing, inventory management, online ordering, and all other front—and back-of-house management modules that any restaurant requires—from single-standing outlets to chains.
  6. 8. Connsultation and ____________ represent important ways to add value to a product.
  7. 11. The best cure for vandalism is ______________.
  8. 13. At it’s simplest, ____________ consists of immediate advice from a knowledgeable
  9. 14. The prepurchase stage begins with need ____________.
  10. 18. expect and customers’ actual needs and expectations
  11. 19. Which airline’s ‘The Residence’ provides a luxurious three-room suite in the sky. Designed for up to two guests, The Residence features an ensuite shower room, private bedroom with a double bed and separate living area.
  12. 22. person in response to the request: “What do you suggest?”
  13. 24. __________ Colours encourage quick decisions and work best for businesses where low-involvement purchase decisions are made.
  14. 26. ____________ product supply the central, problem-solving benefit that customers seek.
  15. 27. A(n) ____________ is one that a firm has selected from among those in the broader market and may be defined on the basis of several variables.
  16. 29. Tangible characteristics that customers can evaluate prior to purchase are termed ____________ attribute.
  17. 31. _______________ confirmation is when the service provided was better than