Across
- 3. personal injury or damage to possessions
- 5. personal selling through the medium of the telephone
- 10. capable of being touched and held in physical form over time
- 12. personal fears and emotions
- 13. internal standards customers use to judge the quality of an experience
- 15. something that is experienced and cannot be touched
- 16. tailoring service characteristics to meet customer specific needs
- 19. unwanted impacts on any of the five senses
- 20. how others think and react
Down
- 1. unsatisfactory performance outcomes
- 2. a physical location, suppliers and customers meet to do business
- 4. reducing variation in service operations and delivery
- 6. an exchange between two parties
- 7. patronizing a specific firm over an extended period of time
- 8. a formal expression of dissatisfaction
- 9. wasting time
- 11. monetary loss
- 14. a group of persons who share common characteristics
- 17. an act or performance that creates benefits for customers
- 18. non-personal communication by a marketer to inform or persuade others