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Posted By: palanivel Member Level: Bronze Posted Date: 15 Jun 2008
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2008 Anna University M.B.A BA1722 –SERVICE MARKETING Question paper
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Z4520
M.B.A DEGREE EXAMINATION, may/june 2008
BA1722 –SERVICE MARKETING
Part –a
1. Briefly mention the reasons for the growth of the service economy.
2. What are the implications of inseparability.
3. What is zone of tolerance
4. Distinguish between core and peripheral services
5. What are the determinants of quality.
6. What are the applications of bench marking
7. How does blue print differ from service map.
8. What is product retention index.
9. What is SERVQUAL
10. What is meant by positioning.
Part –b
11. A) what are the challenges facing service managers
Or
b) describe the means of overcoming the implications of the characteristics of service.
12. A) develop a flow chart to depict the delivery of the following services
i. Hotel catering
ii. banking
Or
b) in what specific ways does the distribution of services differ from the distribution of goods.
13. A) draw the service blue print for the following services.
i. Courier
ii. Air-lines
Or
b) comment on the diffulties marketers have in differentiating their services from those of competitors.
14. a) what are the sources of desired and adequate service expectation.
or
b) explain the categories in the decision making and evaluation process of services.
15). A) what type of environment prevail for services . explain.
Or
b).derive a customer service campaign for any service of your choice.
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