Services: The intangible Product

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