intangibleproceduralfairnessgapmodelNordstromservicerecoveryperishabledistributivefairnessempowermentof employeesempathyinseparableproductionandconsumptiondeliverygapheterogeneityzone oftolerancestandardsgapdissonancecommunicationgapdataminingknowledgegapcustomerloyaltyreliabilityvoice-of-customer(VOC)programbuyingtendenciesassuranceresponsivenessintangibleproceduralfairnessgapmodelNordstromservicerecoveryperishabledistributivefairnessempowermentof employeesempathyinseparableproductionandconsumptiondeliverygapheterogeneityzone oftolerancestandardsgapdissonancecommunicationgapdataminingknowledgegapcustomerloyaltyreliabilityvoice-of-customer(VOC)programbuyingtendenciesassuranceresponsiveness

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