Services Marketing - Sec A

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Across
  1. 8. – Physical environment in which a service is delivered.
  2. 10. – Ability to keep customers over time.
  3. 12. – Model used to measure service quality gaps.
  4. 13. – Actions taken to resolve service failures.
  5. 15. – Customer judgment about the excellence of service.
  6. 16. – Visual map of service delivery steps.
  7. 18. – Customer commitment to repeatedly purchase from the same provider.
  8. 20. – Creating a distinct image of a service in customers’ minds.
Down
  1. 1. – Service performed by customers using technology.
  2. 2. – Moment of interaction between customer and service provider.
  3. 3. – Dividing a market into smaller customer groups.
  4. 4. – Distinguishing a service from competitors.
  5. 5. – Physical facilities and appearance associated with service delivery.
  6. 6. – Maximum level of service output that a system can handle.
  7. 7. – Sequence of activities involved in delivering a service.
  8. 9. – Customer interpretation of service performance.
  9. 11. – Total value generated by a customer over the entire relationship.
  10. 14. – Individualized attention provided to customers.
  11. 17. – Marketing approach focused on long-term customer engagement.
  12. 19. – Selecting specific segments to serve.