Across
- 3. tailoring service characteristics to meet each customer's specific need and preference
- 5. internal standards that customers use to judge the quality of service experience
- 7. reducing variation in service operations
- 11. establishing a distinctive place in the mind of customers
- 12. a lack consistency in outputs and inputs
- 15. personal selling to prospective customers through telephone
- 16. capable of being touch
- 17. subconscious, deeply felt desires that often concern long time
Down
- 1. any form of non-personal communication by a marketer to persuade target audience
- 2. the full set of communication tools
- 4. the core output produced by a firm
- 6. a physical location where suppliers and customer meet to do business
- 7. an act that creates benefits for customers
- 8. all resources required to create service offering
- 9. a name, phrase, design, symbol
- 10. something that can not be touched
- 13. a physical location where suppliers and customer meet to do business
- 14. customer's voluntary decision to patronizing a specific firm