Service marketing crossword

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Across
  1. 4. Actions taken to resolve a service failure and retain customers. (9 Letters)
  2. 5. The 7th “P” in services marketing, focusing on the service environment. (15 Letters)
  3. 8. The part of service delivery visible to customers. (10 Letters)
  4. 9. A service marketing strategy focused on maintaining customer relationships. (9 Letters)
  5. 10. A promotional strategy relying on customers recommending services. (13 Letters)
  6. 11. A situation where service quality does not meet customer expectations. (3 Letters)
  7. 14. The concept describing the inability to separate production and consumption. (13 Letters)
  8. 15. The characteristic of services meaning they cannot be stored or inventoried. (14 Letters)
Down
  1. 1. A strategy where employees are treated as customers. (16 Letters)
  2. 2. A critical moment where customers judge service quality. (13 Letters)
  3. 3. When a customer is satisfied beyond their expectations. (8 Letters)
  4. 6. The difference between expected and perceived service. (7 Letters)
  5. 7. Long-term strategy to build and maintain profitable customer relationships. (13 Letters)
  6. 12. Consistency in delivering promised services accurately. (11 Letters)
  7. 13. A model that helps visualize all steps in service delivery. (9 Letters)