Across
- 6. checkout Using a computer to check out of a hotel instead of interacting with a hotel employee.
- 7. A basic category of business activity. This term can describe very specific business activity (e.g., hotel management) or broader business activity (e.g., technology).
- 9. A chance to take action or progress in some way.
- 10. service A series of activities designed to meet or exceed a customer’s needs and expectations, ultimately resulting in positive word-of-mouth publicity and return business.
- 14. Conforming to a standard, rule, or principle.
- 16. A business that pays a fee and a percentage of sales to another company in order to sell its goods or to be associated with its brand and use its marketing strategies to operate. McDonald’s and Subway are examples of franchises.
- 17. Available on or involving the Internet.
Down
- 1. Done at the same time or according to a standard time frame.
- 2. A categorized list of terms that are related to a particular topic.
- 3. The exchange of information and/or ideas through verbal, nonverbal, or written messages.
- 4. Things that are basic and necessary for a decent quality of life. Needs include shelter, food, and clothing.
- 5. The general direction in which something tends to move.
- 8. Designing something to meet the needs of a specific market; the opposite of standardization.
- 11. What a person believes or anticipates will happen.
- 12. Term for the first flight attendants; they were all young women.
- 13. To have directly observed or participated in an event. There can be positive and negative experiences in customer service, both of which can directly affect a customer’s opinion of a company.
- 15. The act of serving or helping another person.