Across
- 1. Lack of consistency in inputs and outputs during a process
- 4. Visual illustration of how customers perceive a competitor
- 6. The portion of a nation's economy represented by services of all kinds
- 7. An economic act or performance that creates value and benefits
- 9. Concentration on a narrow market segment but has a wide range of services
- 11. Something experienced and cannot be touched or preserved
- 12. The efficiency of inputs being transformed to outputs
- 13. The bias shown by customers towards certain products because of a favorable experience with other products made by the same manufacturer or maker
- 15. Tangible item that provides benefits
- 16. The provision of a relatively narrow product mix
- 17. Offers a wide range of services to a broad market
- 19. A name or symbol that identifies and differentiates a firm from it's competitors
Down
- 2. Changing the perception of a firm in the mind of a customer
- 3. Degree to which needs and wants are satisfied
- 5. Establishing a distinctive place in the minds of customers relative to competing products
- 8. The maximum level of output that a given system can produce during a set period of time
- 10. Offers a narrow range of services to a fairly broad market
- 12. A systematic method of operations involving steps
- 14. Providing a very limited range of services to a narrow and specific market segment
- 18. The quantity and quality of goods a consumer is able to pay for