Service Marketing

4. an act that creates benefits for customers
6. internal standards that customers use to judge the quality of service experience
9. customer's voluntary decision to patronizing a specific firm
11. the design of any physical location where customer come to place orders
12. a lack consistency in outputs and inputs
14. formal expression of dissatisfaction of service experience
17. reducing variation in service operations
19. physical objects or devices that provide benefits for customer through ownership
20. the core output produced by a firm

1. the degree of which a service satisfies customers by meeting their expectations
2. establishing a distinctive place in the mind of customers
3. a name, phrase, design, symbol
5. something that can not be touched
7. personal selling to prospective customers through telephone
8. capable of being touch
10. customer who acts in a thoughtless or abusive way
13. all resources required to create service offering
15. subconscious, deeply felt desires that often concern long time
16. a physical location where suppliers and customer meet to do business
18. any form of non-personal communication by a marketer to persuade target audience