Services: The intangible Product

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Across
  1. 2. Gap Experience specification/Actual results
  2. 7. Accountants, Physicians, College Professors
  3. 8. Acts a consumer is willing to pay for, and there are hundreds of different types
  4. 10. Gap What the customer expects/What management thinks the customer expects
  5. 11. Labor Plumbers, Hairstylists, Electricians
Down
  1. 1. Satisfaction The level of happiness or contentment employees have with their jobs and work environment
  2. 3. Model Reliability, Assurance, Tangibles, Empathy, Responsiveness
  3. 4. based Services Automated Services, Unskilled operators, Skilled operators
  4. 5. Labor Parking Lot attendants, Babysitters
  5. 6. Satisfaction The measure of how happy customers are with the company’s products
  6. 7. based Services Unskilled labor, Skilled labor, Professionals
  7. 9. Chain Model happy workers make happy customers who keep coming back and tell their friends