Strategic Management, Question Paper of MBA 4th Semester, Download Question Paper 4

Roll No.

                                                

MBA (Sem.–4)

                                      

SERVICES MARKETING

Subject Code : MB-906

Paper ID : [C0178]

Time : 3 Hrs.

INSTRUCTION TO CANDIDATES :

1. SECTION-A is COMPULSORY consisting of TEN questions carrying

TWO marks each.

2. SECTION-B contains SIX questions carrying TEN marks each and students

has to attempt any FOUR questions.

                  

                                                SECTION-A

l. Write briefly :

a. What do we mean by Services Marketing?

b. What is the key difference between a service and a product?

c. Describe the concepts of service of recovery.

d. Explain two key characteristics of service.

e. What is a Service Design?

f. Explain the concept of services cape.

g. What do we mean by Waiting Line Strategy?

h. What is an IMC?

i. What is a Service Gap?

j. Explain any one pricing strategy in services.

                                                SECTION-B

2. Explain the Service Marketing Mix in detail. How is it different from the Product Marketing Mix?

3. Describe the various service characteristics. What are the success factors for the growth of Service Sector?

4. Describe the various Recovery Strategies. Does it lead to relationship building with customers? Why & how?

5. Explain the new service development process in detail. What do we mean by physical evidence?

6. Explain the services marketing triangle. How do we manage demand & capacity in service?

7. Explain the Integrated Gaps Model of service quality & the prescriptions for closing quality gaps