NAME: DATE:

YR/SECTION:

4.
6.
5.

15.

8.
18.

2.

1. 10. 13. 19.

9.
7.
16.
20.

14. 3.
12.

11.
17.

ACROSS:
1. This determines the success and value of implementing a strategy
2. service quality is a service encounter between a service provider and _______.
3. It focuses on the value that is given to customer needs.
7. one of the evaluations that can be done by determining which of the following attributes is superior over time.
8. A SERVQUAL model where the service is promised accurately and dependably performed
11. can be described as a reflection that can either be positive or negative
12. This level addressed how corporate and business level decisions should be put into practice
16: One of the characteristics of a powerful vision statement is that you need to be flexible enough to deal with changes and fluctuations.
18 SERVQUAL model states that the physical appearance of equipment, personnel, facilities, and communication equipment is needed.
20. It is an effective mission statement in line with the organization’s history, culture, and shared values

DOWN:
4. is where the strategies are put into action
5. It is also known as a "competitive environment.
6. According to him, customers have a perceived expectation of the service that they avail compared to what they actually receive.
9. Are there any groups or individuals who can affect or be affected by the achievements of an organization?
10. It is a statement that expresses the organization’s fundamental purposes
13.SERVQUAL model that care and attention are given to the customers.
the most widely used instrument in measuring service quality.
15. It is a statement of an organization's aspirations and what it will look like if it achieves its mission.
19. what step is the enforce the policies and procedures.