buyingtendenciesvoice-of-customer(VOC)programempathyheterogeneityreliabilityintangibleservicerecoverycustomerloyaltyperishablezone oftoleranceassurancestandardsgapproceduralfairnessresponsivenessknowledgegapgapmodeldistributivefairnessdissonanceempowermentof employeesdataminingcommunicationgapNordstrominseparableproductionandconsumptiondeliverygapbuyingtendenciesvoice-of-customer(VOC)programempathyheterogeneityreliabilityintangibleservicerecoverycustomerloyaltyperishablezone oftoleranceassurancestandardsgapproceduralfairnessresponsivenessknowledgegapgapmodeldistributivefairnessdissonanceempowermentof employeesdataminingcommunicationgapNordstrominseparableproductionandconsumptiondeliverygap

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