Across
- 6. The party in a franchising agreement who provides a licensed privilege to the franchisee to do business.
- 7. Extent to which a firm offers few or many services
- 8. what the firm offers, to whom, and through what processes
- 9. A visual representation documenting the sequence of activities required for service delivery that specifies front-stage and backstage elements and linkages between them.
- 11. A diagrammatic technique used by asset marketers that attempts to visually display the perceptions of customers or potential customers.
- 14. A virtual reality without physical existence, in which electronic transactions or communications occur.
- 15. the sum of all perceived gross value minus the sum of all perceived outlays.
- 16. Those aspects of service operations that are hidden from customers
Down
- 1. Segments selected because their needs and other characteristics fit well with a specific firm’s goals and capabilities.
- 2. 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.
- 3. the design of any physical location where customers come to place orders and obtain service delivery
- 4. costs that do not vary with production or sales revenue.
- 5. Systematic efforts by a firm after a service failure to correct a problem and retain a customer’s goodwill.
- 10. Establishing a distinctive place in the minds of customers relative to the attributes possessed by or absent from competing products
- 12. Internal standards that customers use to judge the quality of a service experience.
- 13. The other party or parties in a franchising agreement that is purchasing the right to use a business's trademarks, associated brands and other proprietary knowledge in order to open a branch.