Service Marketing

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Across
  1. 3. Connsultation and ____________ represent important ways to add value to a product.
  2. 6. __________ Colours encourage quick decisions and work best for businesses where low-involvement purchase decisions are made.
  3. 7. In broad terms, ____________ focuses on benefits created for the customer’s side of the equation, and _productivity addresses the financial costs incurred by the firm.
  4. 9. The best cure for vandalism is ______________.
  5. 10. Server ____________ ensure that service staffs do things correctly, as requested, in the right order, and at the right speed.
  6. 12. person in response to the request: “What do you suggest?”
  7. 13. Service environments, also called ____________ relate to the style and appearance of the physical surroundings and other experiential elements encountered by customers at service delivery sites.
  8. 17. ____________ product supply the central, problem-solving benefit that customers seek.
  9. 18. Which airline’s ‘The Residence’ provides a luxurious three-room suite in the sky. Designed for up to two guests, The Residence features an ensuite shower room, private bedroom with a double bed and separate living area.
  10. 21. A(n) ____________ is one that a firm has selected from among those in the broader market and may be defined on the basis of several variables.
  11. 24. Blueprinting is a more sophisticated version of ____________.
  12. 26. _._._in marketing, is the moment when a customer/user interacts with a brand, product or service to form or change an impression about that particular brand, product or service.
  13. 27. _______________ confirmation is when the service provided was better than
  14. 30. ____________ represent a special type of order taking that entitles customers to a specific unit of service.
  15. 31. _______fragrance would you use to relax and calm customers?
  16. 32. Jan Carlzon, the former CEO of Scandinavian Airlines System, used the
  17. 33. A service ___________ is a promise that if service delivery fails to meet pre-defined standards, the customer is entitled to compensation.
  18. 34. A customer who behaves in a thoughtless or abusive fashion, causing problems for the firm, its employees, and other customers is known as____________ customers.
  19. 35. The ____________ is the difference between what senior management believes
  20. 37. Established in 2011, Which is the PoS platform for the Food & Beverage sector across India, the Middle East, UAE, South Africa and Canada and provide holistic restaurant management software, including billing, inventory management, online ordering, and all other front—and back-of-house management modules that any restaurant requires—from single-standing outlets to chains.
Down
  1. 1. The ____________ is the difference between what is delivered and what customers perceive they have received.
  2. 2. Effective service recovery procedures should be ____________, planned, trained, empowered
  3. 4. #StopTheHelmetExcuse is the hashtag of __________Bank. The campaign is aimed at promoting safety and encouraging people to wear helmets while riding two-wheelers.
  4. 5. A(n) _________ diagram is used for cause-and-effect analysis.
  5. 8. Characteristics that customers find hard to evaluate even after consumption are termed____________ attribute.
  6. 11. Tangible characteristics that customers can evaluate prior to purchase are termed ____________ attribute.
  7. 14. expect and customers’ actual needs and expectations
  8. 15. ‘Excellent companies will perform the service right the first time’ is a typical statement within the __________ dimension of the SERVQUAL scale.
  9. 16. A triangle of Company, Customers, Employees, Internal Marketing, External Marketing communications and Interactive marketing is known as………… triangle.
  10. 19. The prepurchase stage begins with need ____________.
  11. 20. Customer who expresses resentment, abuses service employees verbally or even physically is known as_____
  12. 22. Reliability, ease of use, and customer support are considered ____________ attribute.
  13. 23. The ______________ jaycustomer has no intention of paying and sets out to steal
  14. 25. At it’s simplest, ____________ consists of immediate advice from a knowledgeable
  15. 28. of ____________ metaphor as a reference point for transforming the airline into a customer-driven business.
  16. 29. Training is most effective at reducing person/role____________.
  17. 36. or services.