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DEPARTMENT OF MANAGEMENT & COMMERCE “T3-Examination, May-2018� Semester:4th Subject:Service Marketing Branch: FAA/EFB Course Type:Core Time: 3 Hours Max.Marks: 80

Date of Exam:15/05/2018 Subject Code:MCH232 Session: II Course Nature:Hard Program: BBA Signature: HOD/Associate HOD: PART-A All questions are compulsory.

Q1(a). What is meant by Customer relationship management? (b). Define Service Quality. (c). What is meant by GAPS? (d). What are quality Standards? (e). Name five major gaps that have been identified that affect the service quality. (f). What is meant by responsiveness in the context of service provider? (g). What is Empathy? (h). Give one feature of marketing of service with reference to public utility service. (i). State one feature of marketing of service with reference to Educational service. (j). Describe one feature of marketing of service with reference professional service.

(10*2=20)

PART-B Attempt any two questions. Q2.Explain the various dimensions on part which service quality can be measured?

(15)

Q3. Explain briefly the various GAPS in service Quality.

(15)

Q4. Explain various strategies to close Gap-II in service marketing.

(15)

PART-C Attempt any two questions. Q5. Discuss the marketing of services with sperial reference to financial services.

(15)

Q6. Explain the marketing of services with sperial reference to Health Services.

(15)

Q7. Describe the marketing of services with sperial reference to Hospitality services including travel and hotels. . (15) *******

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