SERVICE MARKETING

2. Broad markets with wide range of services
4. a combination of social cues that guides behavior in a specific setting
5. Those aspects of service operations that are hidden from customers
6. A group of person sharing common needs, purchasing behaviour and consumption patterns
9. Narrow market with wide range of services
11. A formal expression of dissatisfaction with any aspect of service experience
13. The core output produced by a firm
15. The second stage in the process of consumer behaviour
17. Deeply felt desire that often concern long-term existence
19. Physical objects that provide benefits for consumers through ownership or use

1. It is part of the process of consumer behaviour
3. Limited range of services to narrow and specific market
7. The management process through which goods and services move concept to consumer
8. Establishing a distinctive place in the minds of customers
10. Is used as a metaphor for service delivery
12. The fourth stage in the process of consumer behaviour
13. Customers and employees who are involved in service production
14. Social media platform used by many small businesses
16. capable of being touched or held
18. Popular type of service to capture tourists