Services Marketing, Question Paper of MBA (MM) 3rd-4th Semester,Download Previous Years Question Paper 5

Roll No..................

Total No of Questions: 07]

MBA (Sem.-3^rd)

SERVICES MARKETING

SUBJECT CODE: MB- 906

Paper ID: [C0178]

Time : 03 Hours

Maximum Marks

Instruction to Candidates:

1) Section - A is Compulsory.

2) Attempt any Four questions from Section - B.

Section - A

1.       

a.      Discuss the spill over effects of growth of the service economy in India.

b.     What are the implications of perishability and variability on services mix?

c.     Illustrate the concept of customer dissatisfaction, satisfaction and delight with reference to zone of tolerance.

d.     What is technical quality and functional quality of services?

e.      What need for service recovery in marketing of services?

f.       What is services marketing triangle?

g.     Draw service blue print for a hotel.

h.     Discuss different pricing strategies in services industry.

i.        What variables influence service quality?

j.        What is services Gap model?

Section-B

2.     Define services indicating the salient characteristics. Elaborate how does services marketing mix differ from marketing-mix of goods.

3.     Why is building customer relationship so important in services industry? What is service failure and how can CRM help service recovery?

4.     “Managing demand and capacity is most difficult in services industry” comment on this statement. Explain how waiting line strategies can help a service provider manage demand and capacity flow?

5.     ‘Process’ and ‘physical Evidence’ are very important to financial services organizations. Explain with relevant examples.

6.     What is SERVQUAL? Discuss various dimensions of SERVQUAL and how do they help a device marketer?

7.     “Perceived risk of services is higher and therefore Good communications strategies require that a marketer convert intangibles into tangibles”. Comment on the statement. How can a marketer convert intangible into tangible? Discuss with help of examples.

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Services Marketing, Question Paper of MBA (MM) 3rd-4th Semester,Download Previous Years Question Paper 4

Roll No..................

Total No of Questions : 07]

MBA (Sem.-3^rd )

SERVICES MARKETING

SUBJECT CODE: MB- 603

Paper ID: [C0125]

Time : 03 Hours

Maximum Marks

Instruction to Candidates:

1) Section - A is Compulsory.

2) Attempt any Four questions from Section - B.

Section - A

Q1)

a)Differentiate between services and customer service.

b) How is technology changing the nature of services?

c) Explain how culture affects the consumer decision making process in services.

d) What is customer satisfaction and why it is important.

e) How can the gap between customer's expectations and perceived survive be resolved?

f)How can we position services.

g) Discuss how relationship marketing is different from traditional marketing.

h) What do you understand by customer profitability segmentation, Explain.

i) Describe the services marketing triangle.

j) Discuss the customer's role as a contributor to service quality and satisfaction.

Section -B

Q2) Discuss the stages involved in the consumer decision making process and evaluation of services.

Q3) Define service quality. Explain the SERVQUAL scale given by Parasura man, Zeithaml and Berry

Q4) Discuss the steps involved in market segmentation? What challenges the service organizations face in segmentation. Explain the concept of customer profitability segmentation.

Q5) Discuss in detail the causes behind service switching. What are the various types of service Guarantees’ that can be offered by the companies to recover customers.

Q6) What do you understand by Physical evidence explain the elements of Physical evidence. Choose a service organization and collect all forms of physical evidence that the organization uses to communicate with its customers.

Q7) Design the segmentation, Targeting, Positioning and Marketing mix for Hotel chain in India. Use an example in your explanation.

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Services Marketing, Question Paper of MBA (MM) 3rd-4th Semester,Download Previous Years Question Paper 3

Roll no ....................

Total No. of Questions: 07]

Paper ID [MB603]

MBA(Sem.-3^rd & 4^th )

SERVICES MARKETING (MB-503/603)

TIME: 03 Hours

Instruction to Candidates :

1)    Section – A is Compulsory.

2)    Attempt any Four questions form Section – B.

Section - A

Ql)

a) Define Services.

b) What is service scape?

c) What is service recovery?

d) What is the meaning of internal marketing?

e) Name different pricing methods for pricing the services.

f) Outline the meaning of Supplementary services.

g) Define targeting.    

h) What is service management trinity?

i) What is meant by service positioning?

j) Define relationship marketing.

Section – B

Q2) Highlight the reasons for growth of service sector. Outline the characteristic features of the services.

Q3) What are the various gaps in the service quality? Give examples. Suggest ways to overcome such quality gaps.

Q4) Outline the various techniques of segmentation of the services, with suitable illustrations.

Q5) (a) Recommend various strategies for effective delivery of services through intermediaries

(b) Highlight various factors to be considered while pricing services in India.

Q6) Highlight the various components of service marketing communication mix, with suitable illustrations.

Q7) Write notes on :

(a) Waiting line strategies.

(b) Services cape types

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Services Marketing, Question Paper of MBA (MM) 3rd-4th Semester,Download Previous Years Question Paper 2

Roll No..................

Total No of Questions : 07]

MBA (Sem.-3^rd )

SERVICES MARKETING

SUBJECT CODE: MB- 603

Paper ID: [C0125]

Time : 03 Hours

Maximum Marks

Instruction to Candidates:

1) Section - A is Compulsory.

2) Attempt any Four questions from Section - B.

Section - A

Q1)

a) Give the definition of services. Are services an economic activity.

b) Discuss the impact of liberalization of services in India.

c) What do you understand by Post-Purchase evaluation of services?

d) Give the difference between perception of service quality and customer satisfaction.

e) How can we measure customer satisfaction.

f) Explain the pricing strategy for mobile service provider.

g) What do you understand by Customer Lifetime Value. Explain.

h) Describe the four levels of Retention strategies.

i) Define service culture. Cana manufacturing firm have a service culture.

j) Discuss the importance of customers in successful delivery of service.

Section – B

Q2) Give the difference between Desired Service and Adequate Service. Give example and explain why Desired Service expectations are more stable than Adequate Service expectations.

Q3) Define and explain the five dimensions of Service Quality. Discuss the difference between perception of service quality and customer satisfaction.

Q4) Describe the four levels of Retention strategies giving examples of each type. Think of a service organization to which you are loyal and give reasons for your loyalty.

Q5) Why is it important for a firm to have a strong recovery strategy. Design an ideal service recovery strategy for a bank.

Q6) Describe the four basic Waiting Line Strategies in detail and give an example of each one.

Q7) Design the Segmentation, Targeting, Positioning and Marketing Mix for an Insurance and Banking firm. Use an example in your explanation.

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Services Marketing, Question Paper of MBA (MM) 3rd-4th Semester,Download Previous Years Question Paper 1

Roll no ....................

Total No. of Questions: 07]

Paper ID [MB603]

MBA(Sem.-3^rd & 4^th )

SERVICES MARKETING (MB-503/603)

TIME: 03 Hours

Instruction to Candidates :

1)    Section – A is Compulsory.

2)    Attempt any Four questions form Section – B.

Section - A

Qt)

a) What is service mix?

b) What are waiting line strategies?

c) What do mean by positioning maps?

d) What is meaning of physical evidence?

e) What is the importance of employees in marketing of services?

f)What are the different types of service scapes?

g) What is relationship marketing?

h) What is meant by complaint handling?

i) Differentiate between Goods and Services.

j) What arc the main characteristics of effective marketing plan?

Section – B

Q2) Explain the role of service sector in Indian economy. Discuss its importance in developing economy like India.

Q3) What are the benefits of retaining the citing customers? Discuss the various strategies for customer retention.

Q4) What are the types of new services? Describe the new service development process.

Q5) What types of intermediaries are available to a Service Product Company? Describe the factors determining the choice of an intermediary.

Q6) Explain the pricing strategies applicable for services with suitable examples"

Q7) How do you match service promise’s with delivery? Discuss the various strategies.

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Sales Channel & Logistics Management, Question Paper of MBA (MM) 3rd-4th Semester,Download Previous Years Question Paper 3

Roll No..................

Total No of Questions : 07]

MBA (Sem.-3^rd )

SALES, CHANNEL & LOGISTICS MANAGEMENT

SUBJECT CODE: MB- 605

Paper ID: [C0134]

Time : 03 Hours

Maximum Marks

Instruction to Candidates:

1) Section - A is Compulsory.

2) Attempt any Four questions from Section - B.

Section - A

Qt)

a) Enumerate the objectives of sales management.

b) Highlight the selling points in case of

(i) Fruits and vegetables (ii) Plasma TVs

c) Explain, in brief the principles of motivation.

d) Discuss the concept of 'transaction analysis'.

e) Define the term 'relationship marketing'.

f) Highlight the role of public distribution system in present retailing environment.

g) What do you understand by the term  'franchising'?

h) What are the key elements of business logistics function?

i) 'Warehousing is becoming an essential service for the industries'. Comment

j) What do you understand by the concept of 'Advanced Planning and 

Scheduling' (APS)?

Section - B

Q2) Define sales management. Explain the functions of sales management in detail.

Q3) Describe, in detail, the qualitative and quantitative techniques of sales performance control.

Q4) Other factors being the same, would you prefer to locate a store in (a) a large city with a growing population (b) a growing suburb of a large city (c) a small but growing town?

Q5) Explain, in detail, how the use of information technology has revolutionised the current retailing environment?

Q6) Discovers the importance of logistics management for an organization, especially in the context of a developing economy highlighting its' contribution to profitability of organizations.

Q7) Explain various modes of transportation. On what basis, one should decide the best mode of transportation.

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Sales Channel & Logistics Management, Question Paper of MBA (MM) 3rd-4th Semester,Download Previous Years Question Paper 2

Roll no ....................

Total No. of Questions: 07]

Paper ID [MB605]

MBA(Sem.-3^rd & 4^th )

SALES,CHANNEL & LOGISTICS MANAGEMENT(MB-605)

TIME: 03 Hours

Instruction to Candidates :

1)    Section – A is Compulsory.

2)    Attempt any Four questions form Section – B.

Section - A

Q1)

a) What role does sales management play in the marketing function?

b) Explain the difference between a suspect, a prospect and a qualified prospect?

c) What specific sales organization structure would you recommend for a fast food outlet with home delivery as a major market?

d) 'Quotas' can act as a 'motivator' as well as demotivator. Comment.

e) What, modes of transportation would you use for a company manufacturing personal computers?

f) Discuss the implications of retailer-power for channel management in case of a locally made detergent powder.

g) Define the term ERP?

h) List and define the four major classes of retailing institutions.

i) Discuss the main advantages of Electronic Data Interchange (EDI).

j) What are some advantages of franchising over other forms of business ownership?

Section - B

Q2) What are the different reports generated to monitor sales force? How are they used?

Q3) What is a Sales Territory? Why do firms establish sales territories? Can you think of a reason why a firm might not want to have sales territories?

Q4) Discuss the various methods that retailers may use to allocate selling space to merchandise.

Q5) Define site selection. What factors would be important in site selection for a convenience store.

Q6) Describe Logistics Information System. What types of information would be required by the distribution manager of a large T.V. manufacturing and marketing organization?

Q7) Why warehousing is recommended in spite of additional costs it entails? Discuss various factors determining the capacity, location, design and number of warehouses.

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