Download JNTU-Hyderabad MBA 4th Sem R15 2018 Jan 724AD Services Marketing Question Paper

Download JNTUH (Jawaharlal Nehru Technological University Hyderabad) MBA (Master of Business Administration) 4th Semester (Fourth Semester) R15 2018 Jan 724AD Services Marketing Previous Question Paper



Code No: 724AD
JAWAHARLAL NEHRU TECHNOLOGICAL UNIVERSITY HYDERABAD
MBA IV Semester Examinations, January-2018
SERVICES MARKETING
Time: 3hours Max.Marks:75

Note: This question paper contains two parts A and B.
Part A is compulsory which carries 25 marks. Answer all questions in Part A.
Part B consists of 5 Units. Answer any one full question from each unit. Each
question carries 10 marks and may have a, b, c as sub questions.

PART - A 5 ? 5 marks = 25

1.a) State the factors responsible for the growth of services sectors in Indian economy.
[5]
b) Demonstrate the possible levels of customer expectations. [5]
c) Illustrate the types of new services innovations. [5]
d) Outline the boundary spanning roles of service employees. [5]
e) Briefly describe the factors influencing customer satisfaction. [5]

PART ? B 5 ? 10 marks = 50

2. Outline and support your argument on the reasons for steady or fluctuations in
Service Sector Contribution to the India Economy? [10]
OR
3. Critically evaluate the Lovelock?s classification of services and their implications.
[10]

4. Evaluate the stages in consumer decision making and evaluation of services with
which you are familiar with. [10]
OR
5. Critically analyse the factors that influence desired and adequate service related to
customer expectations. [10]

6. Analyse the checkpoints that precede critical stages that are associated with new
service development process with suitable example. [10]
OR
7. An educational institution?s mess in the hostel keep on facing the long queue of
students during lunch timings. The Chief Warden asked to build a Mess?s service
blueprint. Identify the basic steps and develop a blueprint for the mess service
and justify your each steps. [10]

8. Identify the implications of variations in demand relating to capacity and apply
only traditional marketing programmes to solve the problems of excess demand
and excess capacity. [10]
OR
9. ?A complex combination of strategies is needed to ensure that service employees
are willing and able to deliver quality services and that they stay motivated to
perform in customer-oriented, service-minded ways?. Critically evaluate this
statement. [10]




R15

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Code No: 724AD
JAWAHARLAL NEHRU TECHNOLOGICAL UNIVERSITY HYDERABAD
MBA IV Semester Examinations, January-2018
SERVICES MARKETING
Time: 3hours Max.Marks:75

Note: This question paper contains two parts A and B.
Part A is compulsory which carries 25 marks. Answer all questions in Part A.
Part B consists of 5 Units. Answer any one full question from each unit. Each
question carries 10 marks and may have a, b, c as sub questions.

PART - A 5 ? 5 marks = 25

1.a) State the factors responsible for the growth of services sectors in Indian economy.
[5]
b) Demonstrate the possible levels of customer expectations. [5]
c) Illustrate the types of new services innovations. [5]
d) Outline the boundary spanning roles of service employees. [5]
e) Briefly describe the factors influencing customer satisfaction. [5]

PART ? B 5 ? 10 marks = 50

2. Outline and support your argument on the reasons for steady or fluctuations in
Service Sector Contribution to the India Economy? [10]
OR
3. Critically evaluate the Lovelock?s classification of services and their implications.
[10]

4. Evaluate the stages in consumer decision making and evaluation of services with
which you are familiar with. [10]
OR
5. Critically analyse the factors that influence desired and adequate service related to
customer expectations. [10]

6. Analyse the checkpoints that precede critical stages that are associated with new
service development process with suitable example. [10]
OR
7. An educational institution?s mess in the hostel keep on facing the long queue of
students during lunch timings. The Chief Warden asked to build a Mess?s service
blueprint. Identify the basic steps and develop a blueprint for the mess service
and justify your each steps. [10]

8. Identify the implications of variations in demand relating to capacity and apply
only traditional marketing programmes to solve the problems of excess demand
and excess capacity. [10]
OR
9. ?A complex combination of strategies is needed to ensure that service employees
are willing and able to deliver quality services and that they stay motivated to
perform in customer-oriented, service-minded ways?. Critically evaluate this
statement. [10]




R15





10. Illustrate the Pricing Tripod with appropriate example. Discuss in detail the cost-
based, value-based pricing and competition based pricing with suitable example.
[10]
OR
11. List out and examine the four problems created by intangibility of services. As a
service marketing student, critically evaluate the 5W model of marketing
communication planning. [10]



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This post was last modified on 23 October 2020