Jawaharlal Nehru Technological University Hyderabad 2011-3rd Sem M.B.A Code No: MA307 -s, SERVICES KETING - Question Paper

Time: 3hours Max. Marks: 60
ans any 5 ques.
All ques. carry equal marks
- - -

1. elaborate services? Identify important patterns in services? Explore the profound
impact of technology on service?

2. discuss the nature of service consumption. explain various strategic responses
to the intangibility of service performances?

3. What is customer loyalty? How to create and maintain valid relationships? provide
improper examples.

4. Identify the primary channels through which services are delivered to end
customers.

5. discuss the better ways for resource allocation and how marketing planning and
services can be monitored.

6. Write short notes on any 2 the subsequent terms
i) Nature of Physical services
ii) Concept of Service pricing
iii) describe marketing communication mix.

7. How situation review marketing strategy can be formulated? discuss it
advantages and limitations.

8. Write short notes on the subsequent terms (any two)
i) Customer satisfaction vs. customer delight
ii) Services improvement Vs service development
iii) External marketing vs. internal marketing

Earning:   Approval pending.