sm mid suggestions

 

Mid-Term Examination, Written 20, Viva 5, Class performance 5 marks.

Time: 3 Hours                                                                                                 Total Marks: 20

Part A                         (Answer the following)                                            2 × 5 = 10

1.      Answer the following (any five)

a.       Write down the elements of Evidence of Service from the Customer’s Point of View

b.      Draw the figures for Customer Perceptions of Quality and Customer Satisfaction

c.       Write the type of research when research objective is “Identify dissatisfied customers to attempt recovery; identify most common categories of service failure for remedial action”

d.      Discuss in table format about Goods versus Services

e.       Write down the table for Expanded Marketing Mix for Services

f.        Write about Consumer Evaluation Processes for Services

g.      Draw the figures “Factors That Influence Adequate Service” and “Factors That Influence Desired and Predicted Service”

a.       Service marketing,

b.      7p’s,

c.       Service Guarantee,

d.      Assurance,

e.       Tangibility,

f.        Empathy,

g.      Responsiveness,

h.      Recovery,

i.        People,

j.        Process,

k.      Physical evidence,

l.        Zone of Tolerance.

 

Part B                         (Answer any two of the following questions.)                  5 × 2 = 10

Describe the Gap models of service quality.

 What are the five factors that influence customer’s level of expectation? Discuss with examples.

     Discuss SERVQUAL Attributes under service quality.

    Explain the issues to consider in examining the consumers service experience for company activity.

     Describe the customer relationship development model.