Veer Bahadur Singh Purvanchal University 2010-6th Sem B.B.A (ester) , , KETING- Services keting - Question Paper

B.B.A.(Sixth Semester) Examination, 2010
Specialization-Marketing
Subject-Services Marketing
Time:Three Hours
Maximum Marks: 70

Note: Attempt all ques.. All ques. carry equal marks.

1. elaborate services? explain their characteristics. How are they various from goods?
or
provide classification of services. elaborate the main reasons of growth of service sector in India?

2. Write a note on Services Marketing Environment.
or
explain the elements of services marketing mix.

3. Write in detail about customer behaviour, customer expectation and customer perception of services.
or
elaborate the determinants of service quality?

4. discuss the term 'customer satisfaction' and 'customer delight'. Also explain the financial and economic effects of services.
or
What do you understand by Relationship Marketing?

5. Discuss:
(a) Levels of Relationship Marketing needed applications.
(b) Service Recovery.
or
(a) Key elements of Event Marketing.
(b) Emerging Sectors in ITES.

Earning:   Approval pending.