deliverygapheterogeneitydataminingresponsivenessdissonanceproceduralfairnessempathybuyingtendenciesdistributivefairnessservicerecoverycustomerloyaltyvoice-of-customer(VOC)programperishableempowermentof employeesknowledgegapzone oftolerancegapmodelassuranceintangiblestandardsgapinseparableproductionandconsumptionreliabilityNordstromcommunicationgapdeliverygapheterogeneitydataminingresponsivenessdissonanceproceduralfairnessempathybuyingtendenciesdistributivefairnessservicerecoverycustomerloyaltyvoice-of-customer(VOC)programperishableempowermentof employeesknowledgegapzone oftolerancegapmodelassuranceintangiblestandardsgapinseparableproductionandconsumptionreliabilityNordstromcommunicationgap

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