Across
- 2. – Commitment made by a service provider to customers.
- 6. – Tangible cues used to evaluate service quality.
- 9. – Employee ability to inspire trust and confidence.
- 10. – Model linking employee satisfaction with profitability.
- 12. – Technique for visualizing service processes.
- 14. – Adjusting service capacity to match demand.
- 16. – Positive evaluation of service experience.
- 18. – Production and consumption occurring simultaneously.
- 19. – Customer who repeatedly chooses the same service provider.
Down
- 1. – Expression of dissatisfaction with service performance.
- 3. – Customer beliefs about what a service should deliver.
- 4. – Customer response used to improve services.
- 5. – Inability to store services for later sale.
- 7. – Customer desire for a service at a particular time.
- 8. – Benefit received from a service relative to cost.
- 11. – Service characteristic meaning it cannot be physically touched.
- 12. – Creating identity and recognition for a service.
- 13. – Willingness to help customers promptly.
- 15. – Ability to deliver promised service accurately.
- 17. – Inconsistent service quality across providers or situations.