standardsgapdataminingempathydeliverygapresponsivenessdistributivefairnessheterogeneityservicerecoveryempowermentof employeesNordstromproceduralfairnessinseparableproductionandconsumptionreliabilityzone oftolerancebuyingtendenciesperishablecommunicationgapknowledgegapcustomerloyaltyassurancedissonancevoice-of-customer(VOC)programintangiblegapmodelstandardsgapdataminingempathydeliverygapresponsivenessdistributivefairnessheterogeneityservicerecoveryempowermentof employeesNordstromproceduralfairnessinseparableproductionandconsumptionreliabilityzone oftolerancebuyingtendenciesperishablecommunicationgapknowledgegapcustomerloyaltyassurancedissonancevoice-of-customer(VOC)programintangiblegapmodel

Services: The Intangible Product - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


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  1. standards gap
  2. data mining
  3. empathy
  4. delivery gap
  5. responsiveness
  6. distributive fairness
  7. heterogeneity
  8. service recovery
  9. empowerment of employees
  10. Nordstrom
  11. procedural fairness
  12. inseparable production and consumption
  13. reliability
  14. zone of tolerance
  15. buying tendencies
  16. perishable
  17. communication gap
  18. knowledge gap
  19. customer loyalty
  20. assurance
  21. dissonance
  22. voice-of-customer (VOC) program
  23. intangible
  24. gap model