SERVQUAL PUZZLE

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Across
  1. 4. They are persons a company sell to more than once
  2. 5. measures how well a service is delivered, compared to customer expectations.
Down
  1. 1. make buying decisions based on___
  2. 2. The standard of something as measured against other things of a similar kind.
  3. 3. Offer to customers that is intangible