Services: The intangible Product

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Across
  1. 1. Satisfaction The measure of how happy customers are with the company’s products
  2. 3. based Services Unskilled labor, Skilled labor, Professionals
  3. 7. Satisfaction The level of happiness or contentment employees have with their jobs and work environment
  4. 8. Gap Experience specification/Actual results
  5. 11. Chain Model happy workers make happy customers who keep coming back and tell their friends
  6. 12. Model Reliability, Assurance, Tangibles, Empathy, Responsiveness
Down
  1. 2. Labor Parking Lot attendants, Babysitters
  2. 4. Accountants, Physicians, College Professors
  3. 5. Gap What the customer expects/What management thinks the customer expects
  4. 6. Labor Plumbers, Hairstylists, Electricians
  5. 9. based Services Automated Services, Unskilled operators, Skilled operators
  6. 10. Acts a consumer is willing to pay for, and there are hundreds of different types