Across
- 1. ability to perform the promised service dependably and accurately
- 5. Thing represents for an organization, a person, etc.
- 7. Thing people always want to
- 8. willingness to help customers and provide prompt service
- 9. the caring, individualized attention the firm provides its customers
- 11. knowledge and courtesy of employees and their ability to convey trust and confidence
- 12. One of the service an organization should have for customer service
- 13. a set of five dimensions which have been consistently ranked by customers to be most important for service quality, regardless of service industry
Down
- 2. The name of airline which is mentioned in presentation
- 3. appearance of physical facilities, equipment, personnel, and communication materials
- 4. demonstrated through product insight and situational control
- 6. the factor that always needs to be most assured when providing services
- 10. Who is your father's sister's sister-in-law?