Download JNTU-Hyderabad MBA 4th Sem R15 2019 Dec 724AD Services Marketing Question Paper

Download JNTUH (Jawaharlal Nehru Technological University Hyderabad) MBA (Master of Business Administration) 4th Semester (Fourth Semester) R15 2019 Dec 724AD Services Marketing Previous Question Paper

Code No: 724AD
JAWAHARLAL NEHRU TECHNOLOGICAL UNIVERSITY HYDERABAD
MBA IV Semester Examinations, December - 2019
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) Explain the distinguishing features of services. [5]
b) What are the factors which influence zone of tolerance? [5]
c) Explain service blueprint with examples. [5]
d) Discuss the concept of value pricing. [5]
e) What is the importance of internal marketing communication in services? [5]

PART - B 5 ? 10 Marks = 50

2. What are the various challenges faced by service marketers in the present economy?
[10]
OR
3. Discuss the need for relationship marketing in services. [10]

4. What are the various Qualitative research techniques in consumer research ? [10]
OR
5. Discuss the differences between perception of service quality and customer satisfaction.
[10]

6. How does Quality Function Deployment (QFD) approach help develop better service
products? [10]
OR
7. What is Service scape? Explain the different roles played by Service scape. [10]

8. Explain the various strategies that are needed to ensure that service employees create
customer satisfaction and service quality. [10]
OR
9. Discuss with examples, the various strategies by marketers in adjusting capacity to
meet fluctuations in demand. [10]

10. What are the various competition-based pricing methods in services? [10]
OR
11. Discuss the concept of integrated services marketing communication and the key
reasons for service communication problems. [10]

---ooOoo---
R15
S
FirstRanker.com - FirstRanker's Choice