Bangalore University 2010-1st Sem B.Com Vester , /e (Semester scheme)(New) COMMERCE (-6.4) SERVICE MANAGEMENT - Question Paper

VI semester B.Com examination, May/June 2010
(Semester scheme)(New)
COMMERCE (Paper-6.4)
SERVICE MANAGEMENT
Time : three hrs max. marks:90
SECTION-A
1. Answer any 10 sub-questions. every sub ques. carries two marks (10x2=20)
a) What is segmentation?
b) What is service delivery?
c) What are heritage hotels?
d) Who is a foreign tourist?
e) What are consultancy services?
f) What is 'CORE banking'?
g) Name any four professional services.
h) What is closed-ended scheme?
i) What is a blanket policy?
j) Expand IRDA.
k) What are foreign banks? provide two examples.
l) How a service can be delivered through cyber space?

SECTION-B
ans any 5 of the subsequent. every ques. carries five marks.

2. Write a note on managing customer reservations and waiting lists.
3. Briefly discuss about the grades of hotel in India.
4. What are the problems in bank marketing?
5. Explain the role of travel agent.
6. Give a note on railway services in India.
7. Briefly discuss the scope of mutual funds.
8. Explain the guest cycle.
9. Write a note on characteristics of services.

SECTION-C
ans any 3 of the subsequent. every ques. carries 15 marks.

10. Define service management. discuss the marketing mix in service management.
11. Explain in detail the different GAPS in services.
12. Critically analyse the dependency of tourism and hospitality services in our economy.
13. Explain general insurance and life insurance.
14. What are mutual funds? discuss in detail its elements.

Earning:   Approval pending.