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Across
  1. 4. Standardized and customized flow of activities, simple and complex number of steps and customer involvement by which a service is delivered is called _______ mix.
  2. 7. The concept of ___________ is valuable because it forces explicit recognition of the different attributes comprising the overall service concept.
  3. 9. A service ___________ is a promise that if service delivery fails to meet pre-defined standards, the customer is entitled to compensation.
  4. 12. A triangle of Company, Customers, Employees, Internal Marketing, External Marketing communications and Interactive marketing is known as Service _____.
  5. 13. Minimizing the amount of role conflict and role ambiguity experienced by employees will help reduce the size of this gap is known as ____________ Gap.
  6. 17. A ______________________ is a form of product that consists of activities, benefits, or satisfactions offered for sale that are essentially intangible and do not result in the ownership of anything.
  7. 19. A customer _____________ system systematically collects, analyzes and disseminates customer views to achieve customer-driven learning.
  8. 20. Service recovery _________ refers to the situation in which the customer rates performance higher if a failure occurs and the contact personnel successfully rectifies it than if the service had been delivered correctly the first time.
  9. 21. _________ measures are those that cannot easily be observed and must be collected by talking to customers, employees and others.
  10. 22. Radio City, India’s leading radio network has partnered with ________, the world’s most popular audio streaming platform, to provide the former’s content, including more than 1400 episodes of 16 audio IPs.
  11. 23. Which television channel announced on January 2020 the launch of a new show on world’s largest postal network – ‘India Post’. Where in the series will take the viewers across the country and behind the scenes of India Post.
  12. 25. ‘Excellent companies will perform the service right the first time’ is a typical statement within the __________ dimension of the SERVQUAL scale.
  13. 26. Which of the following is not a distinct characteristic of services?
Down
  1. 1. ‘Excellent companies will perform the service right the first time’ is a typical statement within the __________ dimension of the SERVQUAL scale.
  2. 2. A(n) _________ diagram is used for cause-and-effect analysis.
  3. 3. “All human actors who play a part in service delivery and thus influence the buyer’s perceptions: namely, the firm’s personnel, the customer and other customers in the service environment.”
  4. 5. Doctors often display their degrees and other certificates in order to address their patient's interest in ________ attributes.
  5. 6. _________ is the physical surroundings or the physical facility where the service is produced, delivered and consumer.
  6. 8. When Sarita goes to the local gym, she has a personal trainer who helps make sure she is using the equipment correctly. The personal trainer is an example of a:
  7. 10. Two diners complain about a restaurant’s slow service but are delighted to be given a free bottle of wine and canapés to make the wait less tedious. In the end, they thoroughly enjoy their evening. In terms of services marketing, what is this a good example of?
  8. 11. __________ is a tool for simultaneously depicting the service process, the points of customer contact, and the evidence of service from the customer’s point of view.
  9. 14. Security, esteem, and justice are types of customers __________ that are often unrecognized by customer's themselves?
  10. 15. The train operator understands customer desire for a comfortable seat but fails to specify how many should be provided relative to the anticipated number of travellers on each route. This is an example of:
  11. 16. The ____________ model is a conceptual tool used to identify and to correct service-quality problems
  12. 18. During a service recovery effort, the employee promptly refunded the customers money, but threw the money at the customer. As a result, the recovery effort violated the customers ___________ justice need
  13. 24. Services are delivered within the marketing environment.  The macro‐environment can be analysed using which of the following tools?