Quality and Service

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Across
  1. 2. → Service quality dimension: willingness to help quickly
  2. 5. → How long a product lasts
  3. 7. → Service quality dimension: inspiring trust and confidence
  4. 9. → Ability of a product or service to satisfy customer needs
  5. 10. → Total Quality Management abbreviation
  6. 11. → Continuous improvement approach
  7. 13. → Customer ___ is crucial for maintaining quality
  8. 16. → Service quality dimension: physical facilities & equipment
  9. 17. → Employee ___ is essential for quality improvement
  10. 19. → Service quality dimension: understanding customer needs
  11. 20. → High quality improves customer ___
Down
  1. 1. → Product's visual and aspects
  2. 3. → Service quality is more ___ than product quality
  3. 4. → Quality ___ involves planning and controlling
  4. 6. → International Organization for Standardization abbreviation
  5. 8. → Official requirements for safety and compliance
  6. 12. → How consistently a product works
  7. 14. → Quality helps companies gain ___ advantage
  8. 15. → Quality is about the entire ___
  9. 18. → Quality increases customer ___