SERVICE MARKETING

4. Broad markets with wide range of services
5. The fourth stage in the process of consumer behaviour
9. Narrow market with wide range of services
12. Social media platform used by many small businesses
13. Is used as a metaphor for service delivery
15. a combination of social cues that guides behavior in a specific setting
16. Deeply felt desire that often concern long-term existence
17. A group of person sharing common needs, purchasing behaviour and consumption patterns
18. Customers and employees who are involved in service production
20. The management process through which goods and services move concept to consumer

1. Physical objects that provide benefits for consumers through ownership or use
2. The core output produced by a firm
3. It is part of the process of consumer behaviour
6. Those aspects of service operations that are hidden from customers
7. Popular type of service to capture tourists
8. Limited range of services to narrow and specific market
10. capable of being touched or held
11. The second stage in the process of consumer behaviour
14. Establishing a distinctive place in the minds of customers
19. A formal expression of dissatisfaction with any aspect of service experience