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Posted By: ashish Member Level: Diamond Posted Date: 28 Dec 2007
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2007 Maharshi Dayanand University M.B.A SERVICE MARKETING Question paper
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M.B.A. 2 Yr. 4th Sem.(DDE)
Examination July, 2007
SERVICE MARKETING
Paper:MM-2
Time: Three hours] [Maximum Marks: 70
Before answering the question, candidate should ensure that they have been supplied the correct and complete question paper. No complaint in this regard, will be entertained after examination
Note: Attempt any five questions in all, selecting at least one question from each unit. All questions carry equal marks
Unit I
1. What are the peculiar characteristics of service management? How can the services be classified?
2. Compare and contrast the services provided' by Government hospitals and corporate hospitals. In your opinion, which offers better services and how?
Unit II
3. What are the advantages of customer relationship for bank? How can CRM help in improving it?
4. As the head of an automobile service centre, how will you design your service products? What values would you like to add for making the centre more competitive in the market?
5. What are the problems involved in Cost-based pricing for services? As the manager of a car rental company. How will you set your prices?
6. How is quality of services defined, determined and improved? How this improvement does enhance the value of the service?
7. What are the reasons for gap between demand and supply of services? What should an organization do if supply of its services exceeds demand?
8. What is the importance of human factor in service organizations? How can it help in achieving service leadership?
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