Mbanotes.de

MANAGEMENT PROGRAMME I Term-End Examination June, 2015 MS-65 : MARKETING OF SERVICES  1. (a) What are the basic characteristics of services vis-a-vis goods ? What are the implications of these characteristics for a passenger airline ? (b) Distinguish between the following giving suitable examples : (i) Search and experience qualities (ii) Internal and external marketing 2. (a) What do you understand by the term 'Service Quality' ? Explain the 'Grouroos Model of Service Quality' taking the example of a full service family restaurant. (b) What are the benefits to a service organisation in retaining its customers ? Discuss with the help of examples. MS-65 1 P.T.O. 3. (a) Identify and explain the product support services which automobile manufacturers can offer to its customers. (b) Explain the importance of branding of financial services, giving suitable examples. 4. Write short notes on any three of the following : (a) Yield management (b) Pricing of health services (c) Modes of service delivery in internationaltrade (d) Word of mouth communication (e) Importance of physical evidence for aneducational institute

December, 2009

Ms-65 : Marketing of Services

SECTION – A

1. (a) What is so distinctive about services marketing that it requires a special approach and body of knowledge ?

(b) "Growth in services is at the expense of manufacturing sector of the economy." Do you agree with the statement ? Justify  your answer.

June, 2010

Ms-65 : Marketing of Services

SECTION – A

1(a) What is so distinctive about services marketing that it requires a special approach, set of concepts and body of knowledge ?

(b) Give examples of services that are high in credence qualities. How do high credence qualities affect consumer behaviour for these services ?

June, 2011

Ms-65 : Marketing of Services

SECTION – A

1.  (a) How is information search behaviour different in case of services as compared to goods ? Explain with the help of suitable examples.

(b) Discuss the importance of physical evidence for the following :

December, 2011

Ms-65 : Marketing of Services

SECTION – A

1. (a) Differentiate between the following giving suitable examples :

(i) Search, experience and credence qualities.

December, 2012

Ms-65 : Marketing of Services

SECTION – A

1.  (a)  With the help of suitable examples, explain the concept of 'Services Marketing Triangle'. (b)  Explain the four modes of service delivery in international trade of services, giving examples of each.

2.  (a)  Identify a particular service organisation for which you believe 'physical evidence' is particularly important in communicating with customers. Prepare the text of a presentation as a manager of that organisation highlighting the importance of physical evidence in the organisation's marketing strategy.

June, 2013

Ms-65 : Marketing of Services

SECTION - A

1. (a) Discuss 'Inseparability' and 'Perishability' as characteristics of services. Also describe their marketing implications for a hospital.

(b) What are the additional three 'Ps' of service Marketing Mix ? Discuss each . Also discuss the relevance of 'Services Marketing Triangle' for a consultancy company.