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Posted By: Jyothi Member Level: Diamond Posted Date: 18 Dec 2007
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2007 Bangalore University B.B.M Services Management Question paper
III Semester B.B.M. Examination, Nov./Dec. 2007
(Semester Scheme)
BUSINESS MANAGEMENT
3.5 : Services Management
Time : 3 Hours Max. Marks : 90
Instruction : Answers should be written completely in English.
SECTION - A
1. Answer any 10 questions. Each carries 2 marks. (10x2=20)
a) List out any four health care services.
b) What do you mean by excorted tour ?
c) What do you mean by European plan ?
d) Define tourism.
e) What do you mean by Cyber Space ?
f) Distinguish between Goods and Services. Any two.
g) What do you mean by Services Management ?
h) Give the meaning of Hospital.
i) Mention any two factors that contributed for the growth of service sector.
j) Give the meaning of "Down town" hotels.
k) Mention any two travel organisations in your locality.
l) What do you mean by high contact service ?
SECTION - B
Answer any 5 questions. Each question carries 5 marks. (5x5=45)
2. What steps need to be followed in building customer loyalty ?
3. Analyse the role of services in an Economy.
4. Briefly explain the emaployee's role in service delivery.
5. Write short notes on "Nature of tourism".
6. Explain the role of midwife.
7. What are the functions of travel agents ?
8. Give a brief note on hotel services and facilities.
9. Briefly explain the Marketing mix of medical transcription services.
SECTION - C
Answer any 3 questions. Each question carries 15 marks.
(3x15=45)
10. Describe the two basic strategies for matching supply and demand.
11. Explain the different stages of guest cycle.
12. Explain the marketing mix of tourism industry.
13. Briefly give a note on the following :
a) Customer bahaviour in service setting.
b) Differences between customer knowledge management and customer relationship management.
14. Explain the following :
a) Purpose of Travel organisation.
b) Tour operators.
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