Basics of Services Marketing

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Across
  1. 2. procedures, mechanisms and flow of activities by which the service is delivered
  2. 5. The difference between customer expectations and perceptions.
  3. 6. The most basic distinguishing characteristic of services is intangibility.
Down
  1. 1. Employees' ability to inspire trust and confidence.
  2. 3. services cannot be saved, stored, resold or returned.
  3. 4. It is a judgement that a product or service feature, or the product or service itself, provides a pleasurable level of consumption related fulfillment.