Maharashi Dayanand University (MDU) 2007 M.B.A SERVICE KETING - Question Paper

M.B.A. two Yr. fourth Sem.(DDE)
exam July, 2007
SERVICE MARKETING
Paper:MM-2
Time: 3 hours] [Maximum Marks: 70
Before answering the question, candidate should ensure that they have been supplied the accurate and complete ques. paper. No complaint in this regard, will be entertained after exam
Note: Attempt any 5 ques. in all, selecting at lowest 1 ques. from every unit. All ques. 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 issues 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 ranging from 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?

Earning:   Approval pending.