Service Marketing (Ric Nicholas)

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Across
  1. 4. how efficiently service inputs are transformed into outputs that add value for customers.
  2. 5. customers and employees who are involved in service production
  3. 7. all components of the service performance that create value for customers (Note: two words, space between each)
  4. 12. services that involve significant interaction among customers, service personnel, and equipment and facilities (Note: two words, space between each)
  5. 13. a particular method of operations or series of actions, typically involving steps that need to occur in a defined sequence
  6. 15. tailoring service characteristics to meet each customer's specific needs and preferences
  7. 17. earned sequences of behaviors obtained through personal experience or communications with others
  8. 19. a lack of consistency in inputs and outputs during the service production process
Down
  1. 1. services that require minimal or no direct contact between customers and the service organization (Note: two words, space between each)
  2. 2. reducing variation in service operations and delivery
  3. 3. capable of being touched, held, or preserved in physical form over time intangibility a distinctive characteristic of services that makes it impossible to touch or hold on to them in the same manner as physical goods
  4. 6. a visual representation of the steps involved in delivering service to customers
  5. 7. process where customers evaluate service quality and their satisfaction/dissatisfaction with the service outcome (Note: two words, space between each)
  6. 8. services that involve only a limited amount of contact between customers and elements of the service organization (Note: two words, space between each)
  7. 9. a combination of social cues that guides behavior in a specific setting or context.
  8. 10. an advantage or gain that customers obtain from performance of a service or use of a physical good
  9. 11. the degree to which a service satisfies customers by meeting their needs,wants, and expectations
  10. 14. physical objects or devices that provide benefits for customers through ownership or use
  11. 16. an act or performance that creates benefits for customers by bringing about a desired change in or on behalf of—the recipient
  12. 18. the core output (either a service or a manufactured good) produced by a firm