Across
- 2. giving decision making and problem resolution authority to lower level employees in an organization
- 4. service environment made-up of various factors including the values, beliefs, norms, rituals, and practices of a group or organization
- 5. statement that communicates an organization's values and purpose and explains what the organization wants to be
- 6. individual who dedicates time and effort to be friend and assist others
- 8. emotional response to people, ideas, and objects
- 9. service providers and organizations that put their customers first and spend time, effort, and money identifying and focusing on the needs of current and potential customers
- 11. the number of customers who leave a supplier during a given time period
- 12. direction or focus of an organization that supports day-to-day interactions with customers
Down
- 1. means by which an organization effectively gets its products and services to customers
- 3. acronym for five criteria used to establish and measure employee performance goals
- 7. comes from the Greek word ethos meaning character
- 10. acting in a manner that sends a message of positive morality and good values when confronted with a customer situation or problem