Services Marketing

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Across
  1. 3. Web sites designed for small screens
  2. 5. Customer's actual service level expectation
  3. 8. This happens when service offering is adapted to needs and instructions
  4. 10. The C in CRM
  5. 12. Minimum service level tolerated by customer
  6. 14. Caring, individualised attention
  7. 16. A text message on your phone
  8. 17. The person that delivers the service
  9. 18. A link that your phone can scan
  10. 19. Abbreviation for word-of-mouth
  11. 20. Used to enable CRM
Down
  1. 1. The institution where you are studying at
  2. 2. What you have to do to understand your customer
  3. 4. Where you deliver your service (marketing mix P)
  4. 6. A consumer's feeling towards your brand if they become repeat buyers
  5. 7. What you use to measure customer satisfaction
  6. 9. Utilised to deal with problem of inseparability
  7. 11. What you do with service staff
  8. 13. A type of shopper that tests your service delivery
  9. 15. Charateristic of services