Sevice Marketing 342-01

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Across
  1. 1. Lack of consistency in inputs and outputs during a process
  2. 4. Visual illustration of how customers perceive a competitor
  3. 6. The portion of a nation's economy represented by services of all kinds
  4. 7. An economic act or performance that creates value and benefits
  5. 9. Concentration on a narrow market segment but has a wide range of services
  6. 11. Something experienced and cannot be touched or preserved
  7. 12. The efficiency of inputs being transformed to outputs
  8. 13. The bias shown by customers towards certain products because of a favorable experience with other products made by the same manufacturer or maker
  9. 15. Tangible item that provides benefits
  10. 16. The provision of a relatively narrow product mix
  11. 17. Offers a wide range of services to a broad market
  12. 19. A name or symbol that identifies and differentiates a firm from it's competitors
Down
  1. 2. Changing the perception of a firm in the mind of a customer
  2. 3. Degree to which needs and wants are satisfied
  3. 5. Establishing a distinctive place in the minds of customers relative to competing products
  4. 8. The maximum level of output that a given system can produce during a set period of time
  5. 10. Offers a narrow range of services to a fairly broad market
  6. 12. A systematic method of operations involving steps
  7. 14. Providing a very limited range of services to a narrow and specific market segment
  8. 18. The quantity and quality of goods a consumer is able to pay for