Across
- 4. What we should market (not features)
- 5. The sum of burdens endured for a product or service received
- 8. Achieved when a customer experiences high levels of cognition ,affection, and intention for one brand over competitors
- 9. Societal forces that may indirectly affect an organization
Down
- 1. The greatest professor of all time
- 2. Buying the "promise" of something
- 3. Gross
- 6. A model used to measure service quality
- 7. Anything performed by management/employees that impacts a guest's image of the brand