SM suggestions for final

 

Faculty Of Business Administration, BBA Program

Semester Final Examination

Course title: Service Marketing

Time: 3 Hours                                                                                                 Total Marks: 40

Part A                                                                                                                         1 × 10 = 10

1.      Answer any ten of the following questions

1. a)      Customer value.
2. b)      Service on profits
3. c)      Interpersonal service.
4. e)      Service Design,
5. g)      Service development,
6. h)      Service culture,
7. j)       Service innovation.
8. k)      Service blueprint,
9. l)       Servicescape – Facility exterior,
10. n)      Self-service,
11. p)      Remote service,
12. q)      Service marketing triangle,

Part B                         (Answer any Four of the following questions.)                   5 × 4 = 20

2.      Write down the key reason for service communication challenges.

4.      Point out the Strategies for adjusting capacity to match demand.

5.      Describe the issues of Building a service blueprint and Application of service blueprints.

6.      Write down the Process for setting customer-defined standards.

8.      What is the critical importance of service employees?

9.      Discuss the role of customers as contributors to service quality and satisfaction and customers as competitors.

Part C             (Answer any one of the following questions.)                                10 × 1 = 10

10.  What do you mean by service intermediaries? Write down the benefits and challenges for franchises of service company.

11.  Explain the Characteristics of service that increase the importance of compatible segments.

12.  Describe the Waiting line strategies.