CH.10

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Across
  1. 3. Model which highlights the areas where customers believe they are getting poorer service than they expect
  2. 6. Enhancing experiences through ____ attributes
  3. 9. The Gap between service provided and promotion promises
  4. 11. Based on their personal knowledge and personal experience
  5. 12. The Gap between the customer expectation and firm's perception of the customer expectation
  6. 13. Allowing employees to make decisions about how they provide service to the customers
Down
  1. 1. Means to facilitate the delivery of services
  2. 2. Benefit - Cost
  3. 4. Key to fairness
  4. 5. The Gap between the firm’s service standards and the actual service it provides
  5. 7. Can't be seen or touched
  6. 8. The Gap between firm’s perception of customers expectations and its set service standards
  7. 10. The more a consumer requires a service the more this will occur