Service Marketing

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Across
  1. 4. an act that creates benefits for customers
  2. 6. internal standards that customers use to judge the quality of service experience
  3. 9. customer's voluntary decision to patronizing a specific firm
  4. 11. the design of any physical location where customer come to place orders
  5. 12. a lack consistency in outputs and inputs
  6. 14. formal expression of dissatisfaction of service experience
  7. 17. reducing variation in service operations
  8. 19. physical objects or devices that provide benefits for customer through ownership
  9. 20. the core output produced by a firm
Down
  1. 1. the degree of which a service satisfies customers by meeting their expectations
  2. 2. establishing a distinctive place in the mind of customers
  3. 3. a name, phrase, design, symbol
  4. 5. something that can not be touched
  5. 7. personal selling to prospective customers through telephone
  6. 8. capable of being touch
  7. 10. customer who acts in a thoughtless or abusive way
  8. 13. all resources required to create service offering
  9. 15. subconscious, deeply felt desires that often concern long time
  10. 16. a physical location where suppliers and customer meet to do business
  11. 18. any form of non-personal communication by a marketer to persuade target audience