Download Anna University (AU) MBA ( Master of Business Administration) Important Question Bank 3rd Sem BA5006 Services Marketing (Latest Important Questions Unit Wise)
?
DEPARTMENT OF MANAGEMENT STUDIES
QUESTION BANK
III Semester
BA5006 ? Services Marketing
Regulation - 2017
Academic Year 2019 ? 20
Prepared by
Mr. K. Guru - Asst. Professor (OG)
FirstRanker.com - FirstRanker's Choice
?
DEPARTMENT OF MANAGEMENT STUDIES
QUESTION BANK
III Semester
BA5006 ? Services Marketing
Regulation - 2017
Academic Year 2019 ? 20
Prepared by
Mr. K. Guru - Asst. Professor (OG)
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : BA5006 - SERVICES MARKETING
SEM /YEAR : III Semester / II Year
UNIT I INTRODUCTION
Definition ? Service Economy ? Evolution and growth of service sector ? Nature and Scope of
Services ? Unique characteristics of services - Challenges and issues in Services
Marketing.
Q.NO UNIT - I - PART - A - QUESTION LEVEL COMPETENCE
1 How would you define Services? BTL 1 Remembering
2 What is meant by Services Marketing? BTL 2 Understanding
3 State the unique characteristics of Services. BTL 3 Applying
4 Can you make a distinction between Services and Goods? BTL 4 Analysing
5 Identify the various issues in Services Marketing. BTL 5 Evaluating
6 How would you evaluate goods ? services continuum? BTL 6 Creating
7 What is service economy? BTL 1 Remembering
8 Can you state the factors influencing Services Marketing? BTL 2 Understanding
9 Give a short note on Variability feature of Services. BTL 3 Applying
10 How would you classify Services? BTL 4 Analysing
11 What could be done to Maximize the degree of Customer
contact?
BTL 5 Evaluating
12 Write a short note on Labour Intensiveness in Service Sector BTL 6 Creating
13 Can you list out the Scope of services? BTL 1 Remembering
14 What are the essential skills for a service provider? BTL 2 Understanding
15
How would you show your understanding on the various
issues in Services Marketing?
BTL 3 Applying
16 Discuss the Tangibility and Intangibility nature of Services. BTL 4 Analysing
17 What is Inseparability? BTL 1 Remembering
FirstRanker.com - FirstRanker's Choice
?
DEPARTMENT OF MANAGEMENT STUDIES
QUESTION BANK
III Semester
BA5006 ? Services Marketing
Regulation - 2017
Academic Year 2019 ? 20
Prepared by
Mr. K. Guru - Asst. Professor (OG)
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : BA5006 - SERVICES MARKETING
SEM /YEAR : III Semester / II Year
UNIT I INTRODUCTION
Definition ? Service Economy ? Evolution and growth of service sector ? Nature and Scope of
Services ? Unique characteristics of services - Challenges and issues in Services
Marketing.
Q.NO UNIT - I - PART - A - QUESTION LEVEL COMPETENCE
1 How would you define Services? BTL 1 Remembering
2 What is meant by Services Marketing? BTL 2 Understanding
3 State the unique characteristics of Services. BTL 3 Applying
4 Can you make a distinction between Services and Goods? BTL 4 Analysing
5 Identify the various issues in Services Marketing. BTL 5 Evaluating
6 How would you evaluate goods ? services continuum? BTL 6 Creating
7 What is service economy? BTL 1 Remembering
8 Can you state the factors influencing Services Marketing? BTL 2 Understanding
9 Give a short note on Variability feature of Services. BTL 3 Applying
10 How would you classify Services? BTL 4 Analysing
11 What could be done to Maximize the degree of Customer
contact?
BTL 5 Evaluating
12 Write a short note on Labour Intensiveness in Service Sector BTL 6 Creating
13 Can you list out the Scope of services? BTL 1 Remembering
14 What are the essential skills for a service provider? BTL 2 Understanding
15
How would you show your understanding on the various
issues in Services Marketing?
BTL 3 Applying
16 Discuss the Tangibility and Intangibility nature of Services. BTL 4 Analysing
17 What is Inseparability? BTL 1 Remembering
18 State the importance of Economic Liberalization. BTL 2 Understanding
19 ?Services are variable in nature? ? Explain. BTL 1
Remembering
20 Can you state the myths about Services? BTL 1
Remembering
Q.NO UNIT - I - PART - B - QUESTION LEVEL COMPETENCE
1 How would you explain Services Economy? Level1 Remembering
2(i) Will you state Ethical Issues in Services Marketing? (7)
Level2
Understanding
2(ii) Can you explain unique characteristics of services? (6)
3(i)
How would you show your understanding of
Components of Services economy? (7)
Level3
Applying
3(ii)
How would you show your understanding of facility
based services? (6)
4
How would you categorize reason for the growth of services
Sector?
Level4
Analysing
5(i)
Can you elaborate on scope of services marketing?
(7)
Level5
Evaluating
5(ii)
Why do you think Technology is a key driver of
services Innovation (6)
6(i)
How would you evaluate the challenges of Service
Marketing? (7)
Level6
Creating
6(ii)
How would you explain communication issues in
Service Marketing? (6)
7
How would you describe Evolution and Growth of Services
Sector?
Level1
Remembering
8(i)
Can you explain other contemporary issues in
Services Marketing? (7)
Level2
Understanding
8(ii)
Explain the impact of economic liberalization on the growth of
service sector (6)
9(i) Discuss the nature of Services Marketing (7)
Level3
Applying
9(ii) How do you classify services on the basis of Tangibility? (6)
10 Can you list out reasons for the Growth of Service Sector? Level4 Analysing
FirstRanker.com - FirstRanker's Choice
?
DEPARTMENT OF MANAGEMENT STUDIES
QUESTION BANK
III Semester
BA5006 ? Services Marketing
Regulation - 2017
Academic Year 2019 ? 20
Prepared by
Mr. K. Guru - Asst. Professor (OG)
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : BA5006 - SERVICES MARKETING
SEM /YEAR : III Semester / II Year
UNIT I INTRODUCTION
Definition ? Service Economy ? Evolution and growth of service sector ? Nature and Scope of
Services ? Unique characteristics of services - Challenges and issues in Services
Marketing.
Q.NO UNIT - I - PART - A - QUESTION LEVEL COMPETENCE
1 How would you define Services? BTL 1 Remembering
2 What is meant by Services Marketing? BTL 2 Understanding
3 State the unique characteristics of Services. BTL 3 Applying
4 Can you make a distinction between Services and Goods? BTL 4 Analysing
5 Identify the various issues in Services Marketing. BTL 5 Evaluating
6 How would you evaluate goods ? services continuum? BTL 6 Creating
7 What is service economy? BTL 1 Remembering
8 Can you state the factors influencing Services Marketing? BTL 2 Understanding
9 Give a short note on Variability feature of Services. BTL 3 Applying
10 How would you classify Services? BTL 4 Analysing
11 What could be done to Maximize the degree of Customer
contact?
BTL 5 Evaluating
12 Write a short note on Labour Intensiveness in Service Sector BTL 6 Creating
13 Can you list out the Scope of services? BTL 1 Remembering
14 What are the essential skills for a service provider? BTL 2 Understanding
15
How would you show your understanding on the various
issues in Services Marketing?
BTL 3 Applying
16 Discuss the Tangibility and Intangibility nature of Services. BTL 4 Analysing
17 What is Inseparability? BTL 1 Remembering
18 State the importance of Economic Liberalization. BTL 2 Understanding
19 ?Services are variable in nature? ? Explain. BTL 1
Remembering
20 Can you state the myths about Services? BTL 1
Remembering
Q.NO UNIT - I - PART - B - QUESTION LEVEL COMPETENCE
1 How would you explain Services Economy? Level1 Remembering
2(i) Will you state Ethical Issues in Services Marketing? (7)
Level2
Understanding
2(ii) Can you explain unique characteristics of services? (6)
3(i)
How would you show your understanding of
Components of Services economy? (7)
Level3
Applying
3(ii)
How would you show your understanding of facility
based services? (6)
4
How would you categorize reason for the growth of services
Sector?
Level4
Analysing
5(i)
Can you elaborate on scope of services marketing?
(7)
Level5
Evaluating
5(ii)
Why do you think Technology is a key driver of
services Innovation (6)
6(i)
How would you evaluate the challenges of Service
Marketing? (7)
Level6
Creating
6(ii)
How would you explain communication issues in
Service Marketing? (6)
7
How would you describe Evolution and Growth of Services
Sector?
Level1
Remembering
8(i)
Can you explain other contemporary issues in
Services Marketing? (7)
Level2
Understanding
8(ii)
Explain the impact of economic liberalization on the growth of
service sector (6)
9(i) Discuss the nature of Services Marketing (7)
Level3
Applying
9(ii) How do you classify services on the basis of Tangibility? (6)
10 Can you list out reasons for the Growth of Service Sector? Level4 Analysing
11
Discuss the cultural changes facilitated the growth of service
sector.
Level1
Remembering
12
Explain the elements of service economy that has shown
remarkable growth with example
Level2
Understanding
13
What do you think about global service era and its Characteristics?
Level4
Analysing
14(i)
What are contemporary issues in services Marketing With suitable
example?
(7)
Level1
Remembering
14(ii)
What is the impact that social changes in IT on the service
Economy. (6)
Unit - I - Part - C ? Question
1. Use the concept of characteristics of a services and describe the differences
between a services and a product you are familiar with. What marketing
implications arise as a result of these difference?
2. What is the role of services in a developing economy like India? Discuss.
3. The Need and variety of services would depend on economic and social factor.
Illustrate this view point with example.
4. What do you mean by marketing of service? What are the reason for the growth
in the service market?
FirstRanker.com - FirstRanker's Choice
?
DEPARTMENT OF MANAGEMENT STUDIES
QUESTION BANK
III Semester
BA5006 ? Services Marketing
Regulation - 2017
Academic Year 2019 ? 20
Prepared by
Mr. K. Guru - Asst. Professor (OG)
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : BA5006 - SERVICES MARKETING
SEM /YEAR : III Semester / II Year
UNIT I INTRODUCTION
Definition ? Service Economy ? Evolution and growth of service sector ? Nature and Scope of
Services ? Unique characteristics of services - Challenges and issues in Services
Marketing.
Q.NO UNIT - I - PART - A - QUESTION LEVEL COMPETENCE
1 How would you define Services? BTL 1 Remembering
2 What is meant by Services Marketing? BTL 2 Understanding
3 State the unique characteristics of Services. BTL 3 Applying
4 Can you make a distinction between Services and Goods? BTL 4 Analysing
5 Identify the various issues in Services Marketing. BTL 5 Evaluating
6 How would you evaluate goods ? services continuum? BTL 6 Creating
7 What is service economy? BTL 1 Remembering
8 Can you state the factors influencing Services Marketing? BTL 2 Understanding
9 Give a short note on Variability feature of Services. BTL 3 Applying
10 How would you classify Services? BTL 4 Analysing
11 What could be done to Maximize the degree of Customer
contact?
BTL 5 Evaluating
12 Write a short note on Labour Intensiveness in Service Sector BTL 6 Creating
13 Can you list out the Scope of services? BTL 1 Remembering
14 What are the essential skills for a service provider? BTL 2 Understanding
15
How would you show your understanding on the various
issues in Services Marketing?
BTL 3 Applying
16 Discuss the Tangibility and Intangibility nature of Services. BTL 4 Analysing
17 What is Inseparability? BTL 1 Remembering
18 State the importance of Economic Liberalization. BTL 2 Understanding
19 ?Services are variable in nature? ? Explain. BTL 1
Remembering
20 Can you state the myths about Services? BTL 1
Remembering
Q.NO UNIT - I - PART - B - QUESTION LEVEL COMPETENCE
1 How would you explain Services Economy? Level1 Remembering
2(i) Will you state Ethical Issues in Services Marketing? (7)
Level2
Understanding
2(ii) Can you explain unique characteristics of services? (6)
3(i)
How would you show your understanding of
Components of Services economy? (7)
Level3
Applying
3(ii)
How would you show your understanding of facility
based services? (6)
4
How would you categorize reason for the growth of services
Sector?
Level4
Analysing
5(i)
Can you elaborate on scope of services marketing?
(7)
Level5
Evaluating
5(ii)
Why do you think Technology is a key driver of
services Innovation (6)
6(i)
How would you evaluate the challenges of Service
Marketing? (7)
Level6
Creating
6(ii)
How would you explain communication issues in
Service Marketing? (6)
7
How would you describe Evolution and Growth of Services
Sector?
Level1
Remembering
8(i)
Can you explain other contemporary issues in
Services Marketing? (7)
Level2
Understanding
8(ii)
Explain the impact of economic liberalization on the growth of
service sector (6)
9(i) Discuss the nature of Services Marketing (7)
Level3
Applying
9(ii) How do you classify services on the basis of Tangibility? (6)
10 Can you list out reasons for the Growth of Service Sector? Level4 Analysing
11
Discuss the cultural changes facilitated the growth of service
sector.
Level1
Remembering
12
Explain the elements of service economy that has shown
remarkable growth with example
Level2
Understanding
13
What do you think about global service era and its Characteristics?
Level4
Analysing
14(i)
What are contemporary issues in services Marketing With suitable
example?
(7)
Level1
Remembering
14(ii)
What is the impact that social changes in IT on the service
Economy. (6)
Unit - I - Part - C ? Question
1. Use the concept of characteristics of a services and describe the differences
between a services and a product you are familiar with. What marketing
implications arise as a result of these difference?
2. What is the role of services in a developing economy like India? Discuss.
3. The Need and variety of services would depend on economic and social factor.
Illustrate this view point with example.
4. What do you mean by marketing of service? What are the reason for the growth
in the service market?
UNIT II SERVICE MARKETING OPPORTUNITIES
Assessing service market potential - Classification of services ? Expanded marketing mix ? Service
marketing ? Environment and trends ? Service market segmentation, targeting and positioning
Q.NO UNIT - II - PART - A - QUESTION LEVEL COMPETENCE
1 What is meant by Market Potential? BTL 1 Remembering
2 State the importance of assessing market potential. BTL 2 Understanding
3 How would you explain Marketing Mix? BTL 3 Applying
4
Can you outline what is meant by expanded marketing
mix?
BTL 4 Analysing
5 Give a short description on Service Blueprinting. BTL 5 Evaluating
6 Write a brief note on Marketing Environment. BTL 6 Creating
7 What is meant by Target Marketing? BTL 1 Remembering
8 Outline the process of Market Segmentation. BTL 2 Understanding
9 List out the various strategies in Market Segmentation. BTL 3 Applying
10 State the components of services marketing mix? BTL 4 Analysing
11 Discuss in brief Psychographic Segmentation BTL 5 Evaluating
12
How would you justify customer centricity in trends in
service marketing?
BTL 6 Creating
13 What is meant by Service Positioning Strategy? BTL 1 Remembering
14 State the requirements for effective segmentation. BTL 2 Understanding
15
With suitable examples explain geographic and
demographic segmentation.
BTL 3 Applying
16 Give a brief outline on Differentiated Marketing. BTL 4 Analysing
17 What is meant by Concentrated Marketing? BTL 1 Remembering
18
State the difference between Micro And Macro
Environment.
BTL 2 Understanding
19
Outline the significance of Services Marketing
Environment.
BTL 1
Remembering
20 What do you mean by trends in services? BTL 1
Remembering
FirstRanker.com - FirstRanker's Choice
?
DEPARTMENT OF MANAGEMENT STUDIES
QUESTION BANK
III Semester
BA5006 ? Services Marketing
Regulation - 2017
Academic Year 2019 ? 20
Prepared by
Mr. K. Guru - Asst. Professor (OG)
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : BA5006 - SERVICES MARKETING
SEM /YEAR : III Semester / II Year
UNIT I INTRODUCTION
Definition ? Service Economy ? Evolution and growth of service sector ? Nature and Scope of
Services ? Unique characteristics of services - Challenges and issues in Services
Marketing.
Q.NO UNIT - I - PART - A - QUESTION LEVEL COMPETENCE
1 How would you define Services? BTL 1 Remembering
2 What is meant by Services Marketing? BTL 2 Understanding
3 State the unique characteristics of Services. BTL 3 Applying
4 Can you make a distinction between Services and Goods? BTL 4 Analysing
5 Identify the various issues in Services Marketing. BTL 5 Evaluating
6 How would you evaluate goods ? services continuum? BTL 6 Creating
7 What is service economy? BTL 1 Remembering
8 Can you state the factors influencing Services Marketing? BTL 2 Understanding
9 Give a short note on Variability feature of Services. BTL 3 Applying
10 How would you classify Services? BTL 4 Analysing
11 What could be done to Maximize the degree of Customer
contact?
BTL 5 Evaluating
12 Write a short note on Labour Intensiveness in Service Sector BTL 6 Creating
13 Can you list out the Scope of services? BTL 1 Remembering
14 What are the essential skills for a service provider? BTL 2 Understanding
15
How would you show your understanding on the various
issues in Services Marketing?
BTL 3 Applying
16 Discuss the Tangibility and Intangibility nature of Services. BTL 4 Analysing
17 What is Inseparability? BTL 1 Remembering
18 State the importance of Economic Liberalization. BTL 2 Understanding
19 ?Services are variable in nature? ? Explain. BTL 1
Remembering
20 Can you state the myths about Services? BTL 1
Remembering
Q.NO UNIT - I - PART - B - QUESTION LEVEL COMPETENCE
1 How would you explain Services Economy? Level1 Remembering
2(i) Will you state Ethical Issues in Services Marketing? (7)
Level2
Understanding
2(ii) Can you explain unique characteristics of services? (6)
3(i)
How would you show your understanding of
Components of Services economy? (7)
Level3
Applying
3(ii)
How would you show your understanding of facility
based services? (6)
4
How would you categorize reason for the growth of services
Sector?
Level4
Analysing
5(i)
Can you elaborate on scope of services marketing?
(7)
Level5
Evaluating
5(ii)
Why do you think Technology is a key driver of
services Innovation (6)
6(i)
How would you evaluate the challenges of Service
Marketing? (7)
Level6
Creating
6(ii)
How would you explain communication issues in
Service Marketing? (6)
7
How would you describe Evolution and Growth of Services
Sector?
Level1
Remembering
8(i)
Can you explain other contemporary issues in
Services Marketing? (7)
Level2
Understanding
8(ii)
Explain the impact of economic liberalization on the growth of
service sector (6)
9(i) Discuss the nature of Services Marketing (7)
Level3
Applying
9(ii) How do you classify services on the basis of Tangibility? (6)
10 Can you list out reasons for the Growth of Service Sector? Level4 Analysing
11
Discuss the cultural changes facilitated the growth of service
sector.
Level1
Remembering
12
Explain the elements of service economy that has shown
remarkable growth with example
Level2
Understanding
13
What do you think about global service era and its Characteristics?
Level4
Analysing
14(i)
What are contemporary issues in services Marketing With suitable
example?
(7)
Level1
Remembering
14(ii)
What is the impact that social changes in IT on the service
Economy. (6)
Unit - I - Part - C ? Question
1. Use the concept of characteristics of a services and describe the differences
between a services and a product you are familiar with. What marketing
implications arise as a result of these difference?
2. What is the role of services in a developing economy like India? Discuss.
3. The Need and variety of services would depend on economic and social factor.
Illustrate this view point with example.
4. What do you mean by marketing of service? What are the reason for the growth
in the service market?
UNIT II SERVICE MARKETING OPPORTUNITIES
Assessing service market potential - Classification of services ? Expanded marketing mix ? Service
marketing ? Environment and trends ? Service market segmentation, targeting and positioning
Q.NO UNIT - II - PART - A - QUESTION LEVEL COMPETENCE
1 What is meant by Market Potential? BTL 1 Remembering
2 State the importance of assessing market potential. BTL 2 Understanding
3 How would you explain Marketing Mix? BTL 3 Applying
4
Can you outline what is meant by expanded marketing
mix?
BTL 4 Analysing
5 Give a short description on Service Blueprinting. BTL 5 Evaluating
6 Write a brief note on Marketing Environment. BTL 6 Creating
7 What is meant by Target Marketing? BTL 1 Remembering
8 Outline the process of Market Segmentation. BTL 2 Understanding
9 List out the various strategies in Market Segmentation. BTL 3 Applying
10 State the components of services marketing mix? BTL 4 Analysing
11 Discuss in brief Psychographic Segmentation BTL 5 Evaluating
12
How would you justify customer centricity in trends in
service marketing?
BTL 6 Creating
13 What is meant by Service Positioning Strategy? BTL 1 Remembering
14 State the requirements for effective segmentation. BTL 2 Understanding
15
With suitable examples explain geographic and
demographic segmentation.
BTL 3 Applying
16 Give a brief outline on Differentiated Marketing. BTL 4 Analysing
17 What is meant by Concentrated Marketing? BTL 1 Remembering
18
State the difference between Micro And Macro
Environment.
BTL 2 Understanding
19
Outline the significance of Services Marketing
Environment.
BTL 1
Remembering
20 What do you mean by trends in services? BTL 1
Remembering
Q.NO UNIT - II - PART - B - QUESTION LEVEL COMPETENCE
1(i) How would you describe Service Market Potential? (5)
Level1
Remembering
1(ii) What are the methods of assessing Market Potential? (8)
2 (i) Why do you think Service marketing mix is important? (6)
Level2
Understanding
2 (ii) Discuss the Principles of Service Marketing Mix. (7)
3(i) Write a short note on Service Process (3)
Level3
Applying
3(ii)
Elaborately explain the steps in managing service
processes (10)
4(i) How would you classify Service Employees? (6)
Level4
Analysing
4(ii)
Discuss the methods of Delivering Service Quality
through People. (7)
5 Discuss the key role of employees in a Service Level5 Evaluating
6
Give a detailed account on Services Marketing
Environment
Level6 Creating
7(i)
Write a critical evaluation on the recent trends in Service
Marketing Environment (8)
Level1
Remembering
7(ii) What is meant by Target Marketing in Services? (5)
8
Elaborately explain the steps in Target Marketing
Strategy.
Level2 Understanding
9
Can you explain the various strategies in Service
Marketing Segmentation?
Level3 Applying
10(i) Discuss the process of Market Segmentation (6)
Level4
Analysing
10(ii) State the challenges in Service Market Segmentation? (7)
11 Give a detailed account on Services Market Targeting Level1 Remembering
12
Explain the classification of services with suitable
examples
Level2 Understanding
13
Service Providers can achieve a competitive advantage
with a focus strategy' - Explain
Level4 Analysing
14
With suitable examples explain the various segmentation
strategies that can be adopted in a Service
Level1
Remembering
Unit - II - Part - C ? Question
1. What are the components that need to be built in to every services quality
system? Illustrate With example
2. Using the criteria of different benefits sought by target customer, how can the
medical tourism Industry built or defend competitive positions? Use example to
support your answer.
3. What are the basic steps in market segmentation? What specific challenges
exist for services Organization when it comes
4. Discuss the difference between perception of services quality and customer satisfaction.
FirstRanker.com - FirstRanker's Choice
?
DEPARTMENT OF MANAGEMENT STUDIES
QUESTION BANK
III Semester
BA5006 ? Services Marketing
Regulation - 2017
Academic Year 2019 ? 20
Prepared by
Mr. K. Guru - Asst. Professor (OG)
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : BA5006 - SERVICES MARKETING
SEM /YEAR : III Semester / II Year
UNIT I INTRODUCTION
Definition ? Service Economy ? Evolution and growth of service sector ? Nature and Scope of
Services ? Unique characteristics of services - Challenges and issues in Services
Marketing.
Q.NO UNIT - I - PART - A - QUESTION LEVEL COMPETENCE
1 How would you define Services? BTL 1 Remembering
2 What is meant by Services Marketing? BTL 2 Understanding
3 State the unique characteristics of Services. BTL 3 Applying
4 Can you make a distinction between Services and Goods? BTL 4 Analysing
5 Identify the various issues in Services Marketing. BTL 5 Evaluating
6 How would you evaluate goods ? services continuum? BTL 6 Creating
7 What is service economy? BTL 1 Remembering
8 Can you state the factors influencing Services Marketing? BTL 2 Understanding
9 Give a short note on Variability feature of Services. BTL 3 Applying
10 How would you classify Services? BTL 4 Analysing
11 What could be done to Maximize the degree of Customer
contact?
BTL 5 Evaluating
12 Write a short note on Labour Intensiveness in Service Sector BTL 6 Creating
13 Can you list out the Scope of services? BTL 1 Remembering
14 What are the essential skills for a service provider? BTL 2 Understanding
15
How would you show your understanding on the various
issues in Services Marketing?
BTL 3 Applying
16 Discuss the Tangibility and Intangibility nature of Services. BTL 4 Analysing
17 What is Inseparability? BTL 1 Remembering
18 State the importance of Economic Liberalization. BTL 2 Understanding
19 ?Services are variable in nature? ? Explain. BTL 1
Remembering
20 Can you state the myths about Services? BTL 1
Remembering
Q.NO UNIT - I - PART - B - QUESTION LEVEL COMPETENCE
1 How would you explain Services Economy? Level1 Remembering
2(i) Will you state Ethical Issues in Services Marketing? (7)
Level2
Understanding
2(ii) Can you explain unique characteristics of services? (6)
3(i)
How would you show your understanding of
Components of Services economy? (7)
Level3
Applying
3(ii)
How would you show your understanding of facility
based services? (6)
4
How would you categorize reason for the growth of services
Sector?
Level4
Analysing
5(i)
Can you elaborate on scope of services marketing?
(7)
Level5
Evaluating
5(ii)
Why do you think Technology is a key driver of
services Innovation (6)
6(i)
How would you evaluate the challenges of Service
Marketing? (7)
Level6
Creating
6(ii)
How would you explain communication issues in
Service Marketing? (6)
7
How would you describe Evolution and Growth of Services
Sector?
Level1
Remembering
8(i)
Can you explain other contemporary issues in
Services Marketing? (7)
Level2
Understanding
8(ii)
Explain the impact of economic liberalization on the growth of
service sector (6)
9(i) Discuss the nature of Services Marketing (7)
Level3
Applying
9(ii) How do you classify services on the basis of Tangibility? (6)
10 Can you list out reasons for the Growth of Service Sector? Level4 Analysing
11
Discuss the cultural changes facilitated the growth of service
sector.
Level1
Remembering
12
Explain the elements of service economy that has shown
remarkable growth with example
Level2
Understanding
13
What do you think about global service era and its Characteristics?
Level4
Analysing
14(i)
What are contemporary issues in services Marketing With suitable
example?
(7)
Level1
Remembering
14(ii)
What is the impact that social changes in IT on the service
Economy. (6)
Unit - I - Part - C ? Question
1. Use the concept of characteristics of a services and describe the differences
between a services and a product you are familiar with. What marketing
implications arise as a result of these difference?
2. What is the role of services in a developing economy like India? Discuss.
3. The Need and variety of services would depend on economic and social factor.
Illustrate this view point with example.
4. What do you mean by marketing of service? What are the reason for the growth
in the service market?
UNIT II SERVICE MARKETING OPPORTUNITIES
Assessing service market potential - Classification of services ? Expanded marketing mix ? Service
marketing ? Environment and trends ? Service market segmentation, targeting and positioning
Q.NO UNIT - II - PART - A - QUESTION LEVEL COMPETENCE
1 What is meant by Market Potential? BTL 1 Remembering
2 State the importance of assessing market potential. BTL 2 Understanding
3 How would you explain Marketing Mix? BTL 3 Applying
4
Can you outline what is meant by expanded marketing
mix?
BTL 4 Analysing
5 Give a short description on Service Blueprinting. BTL 5 Evaluating
6 Write a brief note on Marketing Environment. BTL 6 Creating
7 What is meant by Target Marketing? BTL 1 Remembering
8 Outline the process of Market Segmentation. BTL 2 Understanding
9 List out the various strategies in Market Segmentation. BTL 3 Applying
10 State the components of services marketing mix? BTL 4 Analysing
11 Discuss in brief Psychographic Segmentation BTL 5 Evaluating
12
How would you justify customer centricity in trends in
service marketing?
BTL 6 Creating
13 What is meant by Service Positioning Strategy? BTL 1 Remembering
14 State the requirements for effective segmentation. BTL 2 Understanding
15
With suitable examples explain geographic and
demographic segmentation.
BTL 3 Applying
16 Give a brief outline on Differentiated Marketing. BTL 4 Analysing
17 What is meant by Concentrated Marketing? BTL 1 Remembering
18
State the difference between Micro And Macro
Environment.
BTL 2 Understanding
19
Outline the significance of Services Marketing
Environment.
BTL 1
Remembering
20 What do you mean by trends in services? BTL 1
Remembering
Q.NO UNIT - II - PART - B - QUESTION LEVEL COMPETENCE
1(i) How would you describe Service Market Potential? (5)
Level1
Remembering
1(ii) What are the methods of assessing Market Potential? (8)
2 (i) Why do you think Service marketing mix is important? (6)
Level2
Understanding
2 (ii) Discuss the Principles of Service Marketing Mix. (7)
3(i) Write a short note on Service Process (3)
Level3
Applying
3(ii)
Elaborately explain the steps in managing service
processes (10)
4(i) How would you classify Service Employees? (6)
Level4
Analysing
4(ii)
Discuss the methods of Delivering Service Quality
through People. (7)
5 Discuss the key role of employees in a Service Level5 Evaluating
6
Give a detailed account on Services Marketing
Environment
Level6 Creating
7(i)
Write a critical evaluation on the recent trends in Service
Marketing Environment (8)
Level1
Remembering
7(ii) What is meant by Target Marketing in Services? (5)
8
Elaborately explain the steps in Target Marketing
Strategy.
Level2 Understanding
9
Can you explain the various strategies in Service
Marketing Segmentation?
Level3 Applying
10(i) Discuss the process of Market Segmentation (6)
Level4
Analysing
10(ii) State the challenges in Service Market Segmentation? (7)
11 Give a detailed account on Services Market Targeting Level1 Remembering
12
Explain the classification of services with suitable
examples
Level2 Understanding
13
Service Providers can achieve a competitive advantage
with a focus strategy' - Explain
Level4 Analysing
14
With suitable examples explain the various segmentation
strategies that can be adopted in a Service
Level1
Remembering
Unit - II - Part - C ? Question
1. What are the components that need to be built in to every services quality
system? Illustrate With example
2. Using the criteria of different benefits sought by target customer, how can the
medical tourism Industry built or defend competitive positions? Use example to
support your answer.
3. What are the basic steps in market segmentation? What specific challenges
exist for services Organization when it comes
4. Discuss the difference between perception of services quality and customer satisfaction.
UNIT III SERVICE DESIGN AND DEVELOPMENT
Service Life Cycle ? New service development ? Service Blue Printing ? GAP model of service
quality ? Measuring service quality ? SERVQUAL ? Service Quality function development
Q.NO UNIT - III - PART - A - QUESTION LEVEL COMPETENCE
1 What is service life cycle? BTL 1 Remembering
2 Explain Augmented Service. BTL 2 Understanding
3
How would you show your understanding of Service
Design?
BTL 3 Applying
4 Can you list out types of new services? BTL 4 Analysing
5 Outline the New Service Development Process. BTL 5 Evaluating
6 How would you explain Flower of Service? BTL 6 Creating
7 What is meant by Service Blueprinting? BTL 1 Remembering
8 Can you explain the concept of Service Quality? BTL 2 Understanding
9 How would you define Capacity Planning? BTL 3 Applying
10 Give a brief on Benchmarking. BTL 4 Analysing
11 What are Core Services? BTL 5 Evaluating
12 Write a short note on customer relation in services
marketing.
BTL 6 Creating
13 Define Service Quality Function Deployment (SQFD). BTL 1 Remembering
14 What do you mean by Service Scape? BTL 2 Understanding
15 List out the dimensions of Service Quality. BTL 3 Applying
16 State the prerequisites of New Service Development. BTL 4 Analysing
17 Write the components of Service Blueprinting. BTL 1 Remembering
18 Why is Service Blueprinting important? BTL 2 Understanding
19 What is service recovery? BTL 1
Remembering
20 Write a short note on SERQUAL Model. BTL 1
Remembering
FirstRanker.com - FirstRanker's Choice
?
DEPARTMENT OF MANAGEMENT STUDIES
QUESTION BANK
III Semester
BA5006 ? Services Marketing
Regulation - 2017
Academic Year 2019 ? 20
Prepared by
Mr. K. Guru - Asst. Professor (OG)
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : BA5006 - SERVICES MARKETING
SEM /YEAR : III Semester / II Year
UNIT I INTRODUCTION
Definition ? Service Economy ? Evolution and growth of service sector ? Nature and Scope of
Services ? Unique characteristics of services - Challenges and issues in Services
Marketing.
Q.NO UNIT - I - PART - A - QUESTION LEVEL COMPETENCE
1 How would you define Services? BTL 1 Remembering
2 What is meant by Services Marketing? BTL 2 Understanding
3 State the unique characteristics of Services. BTL 3 Applying
4 Can you make a distinction between Services and Goods? BTL 4 Analysing
5 Identify the various issues in Services Marketing. BTL 5 Evaluating
6 How would you evaluate goods ? services continuum? BTL 6 Creating
7 What is service economy? BTL 1 Remembering
8 Can you state the factors influencing Services Marketing? BTL 2 Understanding
9 Give a short note on Variability feature of Services. BTL 3 Applying
10 How would you classify Services? BTL 4 Analysing
11 What could be done to Maximize the degree of Customer
contact?
BTL 5 Evaluating
12 Write a short note on Labour Intensiveness in Service Sector BTL 6 Creating
13 Can you list out the Scope of services? BTL 1 Remembering
14 What are the essential skills for a service provider? BTL 2 Understanding
15
How would you show your understanding on the various
issues in Services Marketing?
BTL 3 Applying
16 Discuss the Tangibility and Intangibility nature of Services. BTL 4 Analysing
17 What is Inseparability? BTL 1 Remembering
18 State the importance of Economic Liberalization. BTL 2 Understanding
19 ?Services are variable in nature? ? Explain. BTL 1
Remembering
20 Can you state the myths about Services? BTL 1
Remembering
Q.NO UNIT - I - PART - B - QUESTION LEVEL COMPETENCE
1 How would you explain Services Economy? Level1 Remembering
2(i) Will you state Ethical Issues in Services Marketing? (7)
Level2
Understanding
2(ii) Can you explain unique characteristics of services? (6)
3(i)
How would you show your understanding of
Components of Services economy? (7)
Level3
Applying
3(ii)
How would you show your understanding of facility
based services? (6)
4
How would you categorize reason for the growth of services
Sector?
Level4
Analysing
5(i)
Can you elaborate on scope of services marketing?
(7)
Level5
Evaluating
5(ii)
Why do you think Technology is a key driver of
services Innovation (6)
6(i)
How would you evaluate the challenges of Service
Marketing? (7)
Level6
Creating
6(ii)
How would you explain communication issues in
Service Marketing? (6)
7
How would you describe Evolution and Growth of Services
Sector?
Level1
Remembering
8(i)
Can you explain other contemporary issues in
Services Marketing? (7)
Level2
Understanding
8(ii)
Explain the impact of economic liberalization on the growth of
service sector (6)
9(i) Discuss the nature of Services Marketing (7)
Level3
Applying
9(ii) How do you classify services on the basis of Tangibility? (6)
10 Can you list out reasons for the Growth of Service Sector? Level4 Analysing
11
Discuss the cultural changes facilitated the growth of service
sector.
Level1
Remembering
12
Explain the elements of service economy that has shown
remarkable growth with example
Level2
Understanding
13
What do you think about global service era and its Characteristics?
Level4
Analysing
14(i)
What are contemporary issues in services Marketing With suitable
example?
(7)
Level1
Remembering
14(ii)
What is the impact that social changes in IT on the service
Economy. (6)
Unit - I - Part - C ? Question
1. Use the concept of characteristics of a services and describe the differences
between a services and a product you are familiar with. What marketing
implications arise as a result of these difference?
2. What is the role of services in a developing economy like India? Discuss.
3. The Need and variety of services would depend on economic and social factor.
Illustrate this view point with example.
4. What do you mean by marketing of service? What are the reason for the growth
in the service market?
UNIT II SERVICE MARKETING OPPORTUNITIES
Assessing service market potential - Classification of services ? Expanded marketing mix ? Service
marketing ? Environment and trends ? Service market segmentation, targeting and positioning
Q.NO UNIT - II - PART - A - QUESTION LEVEL COMPETENCE
1 What is meant by Market Potential? BTL 1 Remembering
2 State the importance of assessing market potential. BTL 2 Understanding
3 How would you explain Marketing Mix? BTL 3 Applying
4
Can you outline what is meant by expanded marketing
mix?
BTL 4 Analysing
5 Give a short description on Service Blueprinting. BTL 5 Evaluating
6 Write a brief note on Marketing Environment. BTL 6 Creating
7 What is meant by Target Marketing? BTL 1 Remembering
8 Outline the process of Market Segmentation. BTL 2 Understanding
9 List out the various strategies in Market Segmentation. BTL 3 Applying
10 State the components of services marketing mix? BTL 4 Analysing
11 Discuss in brief Psychographic Segmentation BTL 5 Evaluating
12
How would you justify customer centricity in trends in
service marketing?
BTL 6 Creating
13 What is meant by Service Positioning Strategy? BTL 1 Remembering
14 State the requirements for effective segmentation. BTL 2 Understanding
15
With suitable examples explain geographic and
demographic segmentation.
BTL 3 Applying
16 Give a brief outline on Differentiated Marketing. BTL 4 Analysing
17 What is meant by Concentrated Marketing? BTL 1 Remembering
18
State the difference between Micro And Macro
Environment.
BTL 2 Understanding
19
Outline the significance of Services Marketing
Environment.
BTL 1
Remembering
20 What do you mean by trends in services? BTL 1
Remembering
Q.NO UNIT - II - PART - B - QUESTION LEVEL COMPETENCE
1(i) How would you describe Service Market Potential? (5)
Level1
Remembering
1(ii) What are the methods of assessing Market Potential? (8)
2 (i) Why do you think Service marketing mix is important? (6)
Level2
Understanding
2 (ii) Discuss the Principles of Service Marketing Mix. (7)
3(i) Write a short note on Service Process (3)
Level3
Applying
3(ii)
Elaborately explain the steps in managing service
processes (10)
4(i) How would you classify Service Employees? (6)
Level4
Analysing
4(ii)
Discuss the methods of Delivering Service Quality
through People. (7)
5 Discuss the key role of employees in a Service Level5 Evaluating
6
Give a detailed account on Services Marketing
Environment
Level6 Creating
7(i)
Write a critical evaluation on the recent trends in Service
Marketing Environment (8)
Level1
Remembering
7(ii) What is meant by Target Marketing in Services? (5)
8
Elaborately explain the steps in Target Marketing
Strategy.
Level2 Understanding
9
Can you explain the various strategies in Service
Marketing Segmentation?
Level3 Applying
10(i) Discuss the process of Market Segmentation (6)
Level4
Analysing
10(ii) State the challenges in Service Market Segmentation? (7)
11 Give a detailed account on Services Market Targeting Level1 Remembering
12
Explain the classification of services with suitable
examples
Level2 Understanding
13
Service Providers can achieve a competitive advantage
with a focus strategy' - Explain
Level4 Analysing
14
With suitable examples explain the various segmentation
strategies that can be adopted in a Service
Level1
Remembering
Unit - II - Part - C ? Question
1. What are the components that need to be built in to every services quality
system? Illustrate With example
2. Using the criteria of different benefits sought by target customer, how can the
medical tourism Industry built or defend competitive positions? Use example to
support your answer.
3. What are the basic steps in market segmentation? What specific challenges
exist for services Organization when it comes
4. Discuss the difference between perception of services quality and customer satisfaction.
UNIT III SERVICE DESIGN AND DEVELOPMENT
Service Life Cycle ? New service development ? Service Blue Printing ? GAP model of service
quality ? Measuring service quality ? SERVQUAL ? Service Quality function development
Q.NO UNIT - III - PART - A - QUESTION LEVEL COMPETENCE
1 What is service life cycle? BTL 1 Remembering
2 Explain Augmented Service. BTL 2 Understanding
3
How would you show your understanding of Service
Design?
BTL 3 Applying
4 Can you list out types of new services? BTL 4 Analysing
5 Outline the New Service Development Process. BTL 5 Evaluating
6 How would you explain Flower of Service? BTL 6 Creating
7 What is meant by Service Blueprinting? BTL 1 Remembering
8 Can you explain the concept of Service Quality? BTL 2 Understanding
9 How would you define Capacity Planning? BTL 3 Applying
10 Give a brief on Benchmarking. BTL 4 Analysing
11 What are Core Services? BTL 5 Evaluating
12 Write a short note on customer relation in services
marketing.
BTL 6 Creating
13 Define Service Quality Function Deployment (SQFD). BTL 1 Remembering
14 What do you mean by Service Scape? BTL 2 Understanding
15 List out the dimensions of Service Quality. BTL 3 Applying
16 State the prerequisites of New Service Development. BTL 4 Analysing
17 Write the components of Service Blueprinting. BTL 1 Remembering
18 Why is Service Blueprinting important? BTL 2 Understanding
19 What is service recovery? BTL 1
Remembering
20 Write a short note on SERQUAL Model. BTL 1
Remembering
Q.NO UNIT - III - PART - B - QUESTION LEVEL COMPETENCE
1(i)
What is services blueprint? Prepare a blue print for a
hospital? (7)
BTL 1
Remembering
1(ii)
What are the strategies adopted during the Growth stage
of the service life cycle? (6)
2 Explain the stages in new services development process. BTL 2 Understanding
3(i)
How would you apply Gap?s model services quality in
Banking Industry? (7)
BTL 3
Applying
3(ii)
How would you show your understanding of using and
reading Services Blueprint? (6)
4
Using fish bone diagram arrive at root cause analysis for
flight departure delay for an airline.
BTL 4 Analysing
5 Discuss the various methods to maintain Service Quality. BTL 5 Evaluating
6(i) Explain the various stages in Service Life Cycle with an
example. (7)
BTL 6
Creating
6(ii)
Discuss the various Strategies for different stages of
Service Life Cycle. (6)
7
What is SERVQUAL Model of service quality? With
example.
BTL 1 Remembering
8 Explain the Influence of Service Characteristics on QFD BTL 2 Understanding
9 (i)
How would you show your understanding of Services
Process Redesign? (7)
BTL 3
Applying
9 (ii)
How would you show your understanding of New Service
Development? (6)
10
What are the Categories and important of Services
quality?
BTL 4 Analysing
11 Explain responsiveness of the service quality BTL 1 Remembering
12 Explain product ? line extensions with suitable example? BTL2 Understanding
13
What do you think about decline stage in service life
cycle? Explain its characteristics
BTL4 Analysing
14(i)
Can you recall about application of SQFD with suitable
example?
BTL 1
Remembering
14(ii)
How marketers can apply the traditional marketing Mix
concept to services?
Unit - III - Part - C - Question
1. Using the flower of service concept develop enhancing supplementary services for a hotel.
2. Explain the services design model adopted in any service industry of your choice.
3. Give a brief account on the various dimensions of SERVQUAL.
4. Draw the service blue print for the following services:
a. Courier (5Marks)
b. Airlines (5Marks)
c. Hospital. (5Marks)
FirstRanker.com - FirstRanker's Choice
?
DEPARTMENT OF MANAGEMENT STUDIES
QUESTION BANK
III Semester
BA5006 ? Services Marketing
Regulation - 2017
Academic Year 2019 ? 20
Prepared by
Mr. K. Guru - Asst. Professor (OG)
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : BA5006 - SERVICES MARKETING
SEM /YEAR : III Semester / II Year
UNIT I INTRODUCTION
Definition ? Service Economy ? Evolution and growth of service sector ? Nature and Scope of
Services ? Unique characteristics of services - Challenges and issues in Services
Marketing.
Q.NO UNIT - I - PART - A - QUESTION LEVEL COMPETENCE
1 How would you define Services? BTL 1 Remembering
2 What is meant by Services Marketing? BTL 2 Understanding
3 State the unique characteristics of Services. BTL 3 Applying
4 Can you make a distinction between Services and Goods? BTL 4 Analysing
5 Identify the various issues in Services Marketing. BTL 5 Evaluating
6 How would you evaluate goods ? services continuum? BTL 6 Creating
7 What is service economy? BTL 1 Remembering
8 Can you state the factors influencing Services Marketing? BTL 2 Understanding
9 Give a short note on Variability feature of Services. BTL 3 Applying
10 How would you classify Services? BTL 4 Analysing
11 What could be done to Maximize the degree of Customer
contact?
BTL 5 Evaluating
12 Write a short note on Labour Intensiveness in Service Sector BTL 6 Creating
13 Can you list out the Scope of services? BTL 1 Remembering
14 What are the essential skills for a service provider? BTL 2 Understanding
15
How would you show your understanding on the various
issues in Services Marketing?
BTL 3 Applying
16 Discuss the Tangibility and Intangibility nature of Services. BTL 4 Analysing
17 What is Inseparability? BTL 1 Remembering
18 State the importance of Economic Liberalization. BTL 2 Understanding
19 ?Services are variable in nature? ? Explain. BTL 1
Remembering
20 Can you state the myths about Services? BTL 1
Remembering
Q.NO UNIT - I - PART - B - QUESTION LEVEL COMPETENCE
1 How would you explain Services Economy? Level1 Remembering
2(i) Will you state Ethical Issues in Services Marketing? (7)
Level2
Understanding
2(ii) Can you explain unique characteristics of services? (6)
3(i)
How would you show your understanding of
Components of Services economy? (7)
Level3
Applying
3(ii)
How would you show your understanding of facility
based services? (6)
4
How would you categorize reason for the growth of services
Sector?
Level4
Analysing
5(i)
Can you elaborate on scope of services marketing?
(7)
Level5
Evaluating
5(ii)
Why do you think Technology is a key driver of
services Innovation (6)
6(i)
How would you evaluate the challenges of Service
Marketing? (7)
Level6
Creating
6(ii)
How would you explain communication issues in
Service Marketing? (6)
7
How would you describe Evolution and Growth of Services
Sector?
Level1
Remembering
8(i)
Can you explain other contemporary issues in
Services Marketing? (7)
Level2
Understanding
8(ii)
Explain the impact of economic liberalization on the growth of
service sector (6)
9(i) Discuss the nature of Services Marketing (7)
Level3
Applying
9(ii) How do you classify services on the basis of Tangibility? (6)
10 Can you list out reasons for the Growth of Service Sector? Level4 Analysing
11
Discuss the cultural changes facilitated the growth of service
sector.
Level1
Remembering
12
Explain the elements of service economy that has shown
remarkable growth with example
Level2
Understanding
13
What do you think about global service era and its Characteristics?
Level4
Analysing
14(i)
What are contemporary issues in services Marketing With suitable
example?
(7)
Level1
Remembering
14(ii)
What is the impact that social changes in IT on the service
Economy. (6)
Unit - I - Part - C ? Question
1. Use the concept of characteristics of a services and describe the differences
between a services and a product you are familiar with. What marketing
implications arise as a result of these difference?
2. What is the role of services in a developing economy like India? Discuss.
3. The Need and variety of services would depend on economic and social factor.
Illustrate this view point with example.
4. What do you mean by marketing of service? What are the reason for the growth
in the service market?
UNIT II SERVICE MARKETING OPPORTUNITIES
Assessing service market potential - Classification of services ? Expanded marketing mix ? Service
marketing ? Environment and trends ? Service market segmentation, targeting and positioning
Q.NO UNIT - II - PART - A - QUESTION LEVEL COMPETENCE
1 What is meant by Market Potential? BTL 1 Remembering
2 State the importance of assessing market potential. BTL 2 Understanding
3 How would you explain Marketing Mix? BTL 3 Applying
4
Can you outline what is meant by expanded marketing
mix?
BTL 4 Analysing
5 Give a short description on Service Blueprinting. BTL 5 Evaluating
6 Write a brief note on Marketing Environment. BTL 6 Creating
7 What is meant by Target Marketing? BTL 1 Remembering
8 Outline the process of Market Segmentation. BTL 2 Understanding
9 List out the various strategies in Market Segmentation. BTL 3 Applying
10 State the components of services marketing mix? BTL 4 Analysing
11 Discuss in brief Psychographic Segmentation BTL 5 Evaluating
12
How would you justify customer centricity in trends in
service marketing?
BTL 6 Creating
13 What is meant by Service Positioning Strategy? BTL 1 Remembering
14 State the requirements for effective segmentation. BTL 2 Understanding
15
With suitable examples explain geographic and
demographic segmentation.
BTL 3 Applying
16 Give a brief outline on Differentiated Marketing. BTL 4 Analysing
17 What is meant by Concentrated Marketing? BTL 1 Remembering
18
State the difference between Micro And Macro
Environment.
BTL 2 Understanding
19
Outline the significance of Services Marketing
Environment.
BTL 1
Remembering
20 What do you mean by trends in services? BTL 1
Remembering
Q.NO UNIT - II - PART - B - QUESTION LEVEL COMPETENCE
1(i) How would you describe Service Market Potential? (5)
Level1
Remembering
1(ii) What are the methods of assessing Market Potential? (8)
2 (i) Why do you think Service marketing mix is important? (6)
Level2
Understanding
2 (ii) Discuss the Principles of Service Marketing Mix. (7)
3(i) Write a short note on Service Process (3)
Level3
Applying
3(ii)
Elaborately explain the steps in managing service
processes (10)
4(i) How would you classify Service Employees? (6)
Level4
Analysing
4(ii)
Discuss the methods of Delivering Service Quality
through People. (7)
5 Discuss the key role of employees in a Service Level5 Evaluating
6
Give a detailed account on Services Marketing
Environment
Level6 Creating
7(i)
Write a critical evaluation on the recent trends in Service
Marketing Environment (8)
Level1
Remembering
7(ii) What is meant by Target Marketing in Services? (5)
8
Elaborately explain the steps in Target Marketing
Strategy.
Level2 Understanding
9
Can you explain the various strategies in Service
Marketing Segmentation?
Level3 Applying
10(i) Discuss the process of Market Segmentation (6)
Level4
Analysing
10(ii) State the challenges in Service Market Segmentation? (7)
11 Give a detailed account on Services Market Targeting Level1 Remembering
12
Explain the classification of services with suitable
examples
Level2 Understanding
13
Service Providers can achieve a competitive advantage
with a focus strategy' - Explain
Level4 Analysing
14
With suitable examples explain the various segmentation
strategies that can be adopted in a Service
Level1
Remembering
Unit - II - Part - C ? Question
1. What are the components that need to be built in to every services quality
system? Illustrate With example
2. Using the criteria of different benefits sought by target customer, how can the
medical tourism Industry built or defend competitive positions? Use example to
support your answer.
3. What are the basic steps in market segmentation? What specific challenges
exist for services Organization when it comes
4. Discuss the difference between perception of services quality and customer satisfaction.
UNIT III SERVICE DESIGN AND DEVELOPMENT
Service Life Cycle ? New service development ? Service Blue Printing ? GAP model of service
quality ? Measuring service quality ? SERVQUAL ? Service Quality function development
Q.NO UNIT - III - PART - A - QUESTION LEVEL COMPETENCE
1 What is service life cycle? BTL 1 Remembering
2 Explain Augmented Service. BTL 2 Understanding
3
How would you show your understanding of Service
Design?
BTL 3 Applying
4 Can you list out types of new services? BTL 4 Analysing
5 Outline the New Service Development Process. BTL 5 Evaluating
6 How would you explain Flower of Service? BTL 6 Creating
7 What is meant by Service Blueprinting? BTL 1 Remembering
8 Can you explain the concept of Service Quality? BTL 2 Understanding
9 How would you define Capacity Planning? BTL 3 Applying
10 Give a brief on Benchmarking. BTL 4 Analysing
11 What are Core Services? BTL 5 Evaluating
12 Write a short note on customer relation in services
marketing.
BTL 6 Creating
13 Define Service Quality Function Deployment (SQFD). BTL 1 Remembering
14 What do you mean by Service Scape? BTL 2 Understanding
15 List out the dimensions of Service Quality. BTL 3 Applying
16 State the prerequisites of New Service Development. BTL 4 Analysing
17 Write the components of Service Blueprinting. BTL 1 Remembering
18 Why is Service Blueprinting important? BTL 2 Understanding
19 What is service recovery? BTL 1
Remembering
20 Write a short note on SERQUAL Model. BTL 1
Remembering
Q.NO UNIT - III - PART - B - QUESTION LEVEL COMPETENCE
1(i)
What is services blueprint? Prepare a blue print for a
hospital? (7)
BTL 1
Remembering
1(ii)
What are the strategies adopted during the Growth stage
of the service life cycle? (6)
2 Explain the stages in new services development process. BTL 2 Understanding
3(i)
How would you apply Gap?s model services quality in
Banking Industry? (7)
BTL 3
Applying
3(ii)
How would you show your understanding of using and
reading Services Blueprint? (6)
4
Using fish bone diagram arrive at root cause analysis for
flight departure delay for an airline.
BTL 4 Analysing
5 Discuss the various methods to maintain Service Quality. BTL 5 Evaluating
6(i) Explain the various stages in Service Life Cycle with an
example. (7)
BTL 6
Creating
6(ii)
Discuss the various Strategies for different stages of
Service Life Cycle. (6)
7
What is SERVQUAL Model of service quality? With
example.
BTL 1 Remembering
8 Explain the Influence of Service Characteristics on QFD BTL 2 Understanding
9 (i)
How would you show your understanding of Services
Process Redesign? (7)
BTL 3
Applying
9 (ii)
How would you show your understanding of New Service
Development? (6)
10
What are the Categories and important of Services
quality?
BTL 4 Analysing
11 Explain responsiveness of the service quality BTL 1 Remembering
12 Explain product ? line extensions with suitable example? BTL2 Understanding
13
What do you think about decline stage in service life
cycle? Explain its characteristics
BTL4 Analysing
14(i)
Can you recall about application of SQFD with suitable
example?
BTL 1
Remembering
14(ii)
How marketers can apply the traditional marketing Mix
concept to services?
Unit - III - Part - C - Question
1. Using the flower of service concept develop enhancing supplementary services for a hotel.
2. Explain the services design model adopted in any service industry of your choice.
3. Give a brief account on the various dimensions of SERVQUAL.
4. Draw the service blue print for the following services:
a. Courier (5Marks)
b. Airlines (5Marks)
c. Hospital. (5Marks)
UNIT IV SERVICE DELIVERY AND PROMOTION
Positioning of services ? Designing service delivery System, Service Channel ? Pricing of services,
methods ? Service marketing triangle - Integrated Service marketing communication.
Q.NO UNIT - IV - PART - A - QUESTION LEVEL COMPETENCE
1 Define Advertising. BTL 1 Remembering
2 What can you say about setting Positioning objectives? BTL 2 Understanding
3
Can you outline the steps in developing a Positioning
Strategy?
BTL 3 Applying
4 Give a brief on Service Differentiation. BTL 4 Analysing
5 How would you define Service Delivery Framework? BTL 5 Evaluating
6
What is your opinion about integrated service marketing
communication?
BTL 6 Creating
7 Define Sales Promotion. BTL 1 Remembering
8 What is meant by internal marketing? BTL 2 Understanding
9 How would you explain Interactive Marketing? BTL 3 Applying
10 Can you list out the elements of promotion mix? BTL 4 Analysing
11 State your understanding n Service Channel. BTL 5 Evaluating
12 What is your opinion about Penetration Pricing? BTL 6 Creating
13 What is Services Delivery BTL 1 Remembering
14 Can you explain direct marketing BTL 2 Understanding
15 State the strategies used for Service Delivery. BTL 3 Applying
16 Can you list out the objectives of Service Pricing? BTL 4 Analysing
17 What is service channel? BTL 1 Remembering
18 Illustrate 4 C?s of delivering Customer Service. BTL 2 Understanding
19 Can you recall pricing of services? BTL 1 Remembering
20 What is service marketing triangle? BTL 1 Remembering
FirstRanker.com - FirstRanker's Choice
?
DEPARTMENT OF MANAGEMENT STUDIES
QUESTION BANK
III Semester
BA5006 ? Services Marketing
Regulation - 2017
Academic Year 2019 ? 20
Prepared by
Mr. K. Guru - Asst. Professor (OG)
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : BA5006 - SERVICES MARKETING
SEM /YEAR : III Semester / II Year
UNIT I INTRODUCTION
Definition ? Service Economy ? Evolution and growth of service sector ? Nature and Scope of
Services ? Unique characteristics of services - Challenges and issues in Services
Marketing.
Q.NO UNIT - I - PART - A - QUESTION LEVEL COMPETENCE
1 How would you define Services? BTL 1 Remembering
2 What is meant by Services Marketing? BTL 2 Understanding
3 State the unique characteristics of Services. BTL 3 Applying
4 Can you make a distinction between Services and Goods? BTL 4 Analysing
5 Identify the various issues in Services Marketing. BTL 5 Evaluating
6 How would you evaluate goods ? services continuum? BTL 6 Creating
7 What is service economy? BTL 1 Remembering
8 Can you state the factors influencing Services Marketing? BTL 2 Understanding
9 Give a short note on Variability feature of Services. BTL 3 Applying
10 How would you classify Services? BTL 4 Analysing
11 What could be done to Maximize the degree of Customer
contact?
BTL 5 Evaluating
12 Write a short note on Labour Intensiveness in Service Sector BTL 6 Creating
13 Can you list out the Scope of services? BTL 1 Remembering
14 What are the essential skills for a service provider? BTL 2 Understanding
15
How would you show your understanding on the various
issues in Services Marketing?
BTL 3 Applying
16 Discuss the Tangibility and Intangibility nature of Services. BTL 4 Analysing
17 What is Inseparability? BTL 1 Remembering
18 State the importance of Economic Liberalization. BTL 2 Understanding
19 ?Services are variable in nature? ? Explain. BTL 1
Remembering
20 Can you state the myths about Services? BTL 1
Remembering
Q.NO UNIT - I - PART - B - QUESTION LEVEL COMPETENCE
1 How would you explain Services Economy? Level1 Remembering
2(i) Will you state Ethical Issues in Services Marketing? (7)
Level2
Understanding
2(ii) Can you explain unique characteristics of services? (6)
3(i)
How would you show your understanding of
Components of Services economy? (7)
Level3
Applying
3(ii)
How would you show your understanding of facility
based services? (6)
4
How would you categorize reason for the growth of services
Sector?
Level4
Analysing
5(i)
Can you elaborate on scope of services marketing?
(7)
Level5
Evaluating
5(ii)
Why do you think Technology is a key driver of
services Innovation (6)
6(i)
How would you evaluate the challenges of Service
Marketing? (7)
Level6
Creating
6(ii)
How would you explain communication issues in
Service Marketing? (6)
7
How would you describe Evolution and Growth of Services
Sector?
Level1
Remembering
8(i)
Can you explain other contemporary issues in
Services Marketing? (7)
Level2
Understanding
8(ii)
Explain the impact of economic liberalization on the growth of
service sector (6)
9(i) Discuss the nature of Services Marketing (7)
Level3
Applying
9(ii) How do you classify services on the basis of Tangibility? (6)
10 Can you list out reasons for the Growth of Service Sector? Level4 Analysing
11
Discuss the cultural changes facilitated the growth of service
sector.
Level1
Remembering
12
Explain the elements of service economy that has shown
remarkable growth with example
Level2
Understanding
13
What do you think about global service era and its Characteristics?
Level4
Analysing
14(i)
What are contemporary issues in services Marketing With suitable
example?
(7)
Level1
Remembering
14(ii)
What is the impact that social changes in IT on the service
Economy. (6)
Unit - I - Part - C ? Question
1. Use the concept of characteristics of a services and describe the differences
between a services and a product you are familiar with. What marketing
implications arise as a result of these difference?
2. What is the role of services in a developing economy like India? Discuss.
3. The Need and variety of services would depend on economic and social factor.
Illustrate this view point with example.
4. What do you mean by marketing of service? What are the reason for the growth
in the service market?
UNIT II SERVICE MARKETING OPPORTUNITIES
Assessing service market potential - Classification of services ? Expanded marketing mix ? Service
marketing ? Environment and trends ? Service market segmentation, targeting and positioning
Q.NO UNIT - II - PART - A - QUESTION LEVEL COMPETENCE
1 What is meant by Market Potential? BTL 1 Remembering
2 State the importance of assessing market potential. BTL 2 Understanding
3 How would you explain Marketing Mix? BTL 3 Applying
4
Can you outline what is meant by expanded marketing
mix?
BTL 4 Analysing
5 Give a short description on Service Blueprinting. BTL 5 Evaluating
6 Write a brief note on Marketing Environment. BTL 6 Creating
7 What is meant by Target Marketing? BTL 1 Remembering
8 Outline the process of Market Segmentation. BTL 2 Understanding
9 List out the various strategies in Market Segmentation. BTL 3 Applying
10 State the components of services marketing mix? BTL 4 Analysing
11 Discuss in brief Psychographic Segmentation BTL 5 Evaluating
12
How would you justify customer centricity in trends in
service marketing?
BTL 6 Creating
13 What is meant by Service Positioning Strategy? BTL 1 Remembering
14 State the requirements for effective segmentation. BTL 2 Understanding
15
With suitable examples explain geographic and
demographic segmentation.
BTL 3 Applying
16 Give a brief outline on Differentiated Marketing. BTL 4 Analysing
17 What is meant by Concentrated Marketing? BTL 1 Remembering
18
State the difference between Micro And Macro
Environment.
BTL 2 Understanding
19
Outline the significance of Services Marketing
Environment.
BTL 1
Remembering
20 What do you mean by trends in services? BTL 1
Remembering
Q.NO UNIT - II - PART - B - QUESTION LEVEL COMPETENCE
1(i) How would you describe Service Market Potential? (5)
Level1
Remembering
1(ii) What are the methods of assessing Market Potential? (8)
2 (i) Why do you think Service marketing mix is important? (6)
Level2
Understanding
2 (ii) Discuss the Principles of Service Marketing Mix. (7)
3(i) Write a short note on Service Process (3)
Level3
Applying
3(ii)
Elaborately explain the steps in managing service
processes (10)
4(i) How would you classify Service Employees? (6)
Level4
Analysing
4(ii)
Discuss the methods of Delivering Service Quality
through People. (7)
5 Discuss the key role of employees in a Service Level5 Evaluating
6
Give a detailed account on Services Marketing
Environment
Level6 Creating
7(i)
Write a critical evaluation on the recent trends in Service
Marketing Environment (8)
Level1
Remembering
7(ii) What is meant by Target Marketing in Services? (5)
8
Elaborately explain the steps in Target Marketing
Strategy.
Level2 Understanding
9
Can you explain the various strategies in Service
Marketing Segmentation?
Level3 Applying
10(i) Discuss the process of Market Segmentation (6)
Level4
Analysing
10(ii) State the challenges in Service Market Segmentation? (7)
11 Give a detailed account on Services Market Targeting Level1 Remembering
12
Explain the classification of services with suitable
examples
Level2 Understanding
13
Service Providers can achieve a competitive advantage
with a focus strategy' - Explain
Level4 Analysing
14
With suitable examples explain the various segmentation
strategies that can be adopted in a Service
Level1
Remembering
Unit - II - Part - C ? Question
1. What are the components that need to be built in to every services quality
system? Illustrate With example
2. Using the criteria of different benefits sought by target customer, how can the
medical tourism Industry built or defend competitive positions? Use example to
support your answer.
3. What are the basic steps in market segmentation? What specific challenges
exist for services Organization when it comes
4. Discuss the difference between perception of services quality and customer satisfaction.
UNIT III SERVICE DESIGN AND DEVELOPMENT
Service Life Cycle ? New service development ? Service Blue Printing ? GAP model of service
quality ? Measuring service quality ? SERVQUAL ? Service Quality function development
Q.NO UNIT - III - PART - A - QUESTION LEVEL COMPETENCE
1 What is service life cycle? BTL 1 Remembering
2 Explain Augmented Service. BTL 2 Understanding
3
How would you show your understanding of Service
Design?
BTL 3 Applying
4 Can you list out types of new services? BTL 4 Analysing
5 Outline the New Service Development Process. BTL 5 Evaluating
6 How would you explain Flower of Service? BTL 6 Creating
7 What is meant by Service Blueprinting? BTL 1 Remembering
8 Can you explain the concept of Service Quality? BTL 2 Understanding
9 How would you define Capacity Planning? BTL 3 Applying
10 Give a brief on Benchmarking. BTL 4 Analysing
11 What are Core Services? BTL 5 Evaluating
12 Write a short note on customer relation in services
marketing.
BTL 6 Creating
13 Define Service Quality Function Deployment (SQFD). BTL 1 Remembering
14 What do you mean by Service Scape? BTL 2 Understanding
15 List out the dimensions of Service Quality. BTL 3 Applying
16 State the prerequisites of New Service Development. BTL 4 Analysing
17 Write the components of Service Blueprinting. BTL 1 Remembering
18 Why is Service Blueprinting important? BTL 2 Understanding
19 What is service recovery? BTL 1
Remembering
20 Write a short note on SERQUAL Model. BTL 1
Remembering
Q.NO UNIT - III - PART - B - QUESTION LEVEL COMPETENCE
1(i)
What is services blueprint? Prepare a blue print for a
hospital? (7)
BTL 1
Remembering
1(ii)
What are the strategies adopted during the Growth stage
of the service life cycle? (6)
2 Explain the stages in new services development process. BTL 2 Understanding
3(i)
How would you apply Gap?s model services quality in
Banking Industry? (7)
BTL 3
Applying
3(ii)
How would you show your understanding of using and
reading Services Blueprint? (6)
4
Using fish bone diagram arrive at root cause analysis for
flight departure delay for an airline.
BTL 4 Analysing
5 Discuss the various methods to maintain Service Quality. BTL 5 Evaluating
6(i) Explain the various stages in Service Life Cycle with an
example. (7)
BTL 6
Creating
6(ii)
Discuss the various Strategies for different stages of
Service Life Cycle. (6)
7
What is SERVQUAL Model of service quality? With
example.
BTL 1 Remembering
8 Explain the Influence of Service Characteristics on QFD BTL 2 Understanding
9 (i)
How would you show your understanding of Services
Process Redesign? (7)
BTL 3
Applying
9 (ii)
How would you show your understanding of New Service
Development? (6)
10
What are the Categories and important of Services
quality?
BTL 4 Analysing
11 Explain responsiveness of the service quality BTL 1 Remembering
12 Explain product ? line extensions with suitable example? BTL2 Understanding
13
What do you think about decline stage in service life
cycle? Explain its characteristics
BTL4 Analysing
14(i)
Can you recall about application of SQFD with suitable
example?
BTL 1
Remembering
14(ii)
How marketers can apply the traditional marketing Mix
concept to services?
Unit - III - Part - C - Question
1. Using the flower of service concept develop enhancing supplementary services for a hotel.
2. Explain the services design model adopted in any service industry of your choice.
3. Give a brief account on the various dimensions of SERVQUAL.
4. Draw the service blue print for the following services:
a. Courier (5Marks)
b. Airlines (5Marks)
c. Hospital. (5Marks)
UNIT IV SERVICE DELIVERY AND PROMOTION
Positioning of services ? Designing service delivery System, Service Channel ? Pricing of services,
methods ? Service marketing triangle - Integrated Service marketing communication.
Q.NO UNIT - IV - PART - A - QUESTION LEVEL COMPETENCE
1 Define Advertising. BTL 1 Remembering
2 What can you say about setting Positioning objectives? BTL 2 Understanding
3
Can you outline the steps in developing a Positioning
Strategy?
BTL 3 Applying
4 Give a brief on Service Differentiation. BTL 4 Analysing
5 How would you define Service Delivery Framework? BTL 5 Evaluating
6
What is your opinion about integrated service marketing
communication?
BTL 6 Creating
7 Define Sales Promotion. BTL 1 Remembering
8 What is meant by internal marketing? BTL 2 Understanding
9 How would you explain Interactive Marketing? BTL 3 Applying
10 Can you list out the elements of promotion mix? BTL 4 Analysing
11 State your understanding n Service Channel. BTL 5 Evaluating
12 What is your opinion about Penetration Pricing? BTL 6 Creating
13 What is Services Delivery BTL 1 Remembering
14 Can you explain direct marketing BTL 2 Understanding
15 State the strategies used for Service Delivery. BTL 3 Applying
16 Can you list out the objectives of Service Pricing? BTL 4 Analysing
17 What is service channel? BTL 1 Remembering
18 Illustrate 4 C?s of delivering Customer Service. BTL 2 Understanding
19 Can you recall pricing of services? BTL 1 Remembering
20 What is service marketing triangle? BTL 1 Remembering
Q.NO UNIT - IV - PART - B - QUESTION LEVEL COMPETENCE
1(i)
How would you explain promotion for services in
detail? (7)
BTL 1
Remembering
1(ii)
What are the consequences of technological
development related to service delivery? (6)
2(i) Explain the Employee role in service delivery (7)
BTL 2
Understanding
2(ii) Explain Real time Marketing and its Activities. (6)
3
What example can you find for channel design process
and explain in detail?
BTL 3 Applying
4(i)
How would you categorize decision about place and
time in services delivery system (7)
BTL 4
Analysing
4(ii)
Can you list the 4C?s of Delivering Customer Services
with suitable example? (6)
5(i)
Can you elaborate integrated services marketing
communication? (7)
BTL 5
Evaluating
5(ii)
Discuss in detail about factors affecting pricing
decisions? (6)
6(i) Explain in detail about pricing of services (6)
BTL 6
Creating
6(ii)
Explain the importance of Word of Mouth
communication in service marketing? (7)
7
How would you explain services marketing triangle in
detail?
BTL 1 Remembering
8
What is the function of channel intermediaries and role
of intermediaries? With examples.
BTL 2 Understanding
9 (i)
How would you show your understanding of limitation
of Electronics channels (7)
BTL 3
Applying
9 (ii)
How would you show your understanding about
Positioning Approaches? (6)
10 Explain promotion mix for services in detail BTL 4 Analysing
11
Can you explain strategies for effective service delivery
through intermediaries?
BTL 1 Remembering
12 Explain the pros and cons of using a multichannel
distribution strategy in service marketing.
BTL2 Understanding
13
What do you think about Internal Marketing
communication
BTL4 Analysing
14(i)
How would you explain coordination in marketing
communication in services marketing?
BTL 1
Remembering
14(ii)
Can you recall the guidelines for managing service
communication
Unit - IV - Part - C - Question
1. What are issues to be considered for channel selection? Explain
2. Choose a service company with which you are familiar and show how each of the seven
elements (7Ps) of integrated service marketing applies.
3. Explain how the services quality delivery in financial product is improved
by technology. Illustrate With example.
4. What do you mean by service recovery? Discuss various service recovery strategies.
FirstRanker.com - FirstRanker's Choice
?
DEPARTMENT OF MANAGEMENT STUDIES
QUESTION BANK
III Semester
BA5006 ? Services Marketing
Regulation - 2017
Academic Year 2019 ? 20
Prepared by
Mr. K. Guru - Asst. Professor (OG)
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : BA5006 - SERVICES MARKETING
SEM /YEAR : III Semester / II Year
UNIT I INTRODUCTION
Definition ? Service Economy ? Evolution and growth of service sector ? Nature and Scope of
Services ? Unique characteristics of services - Challenges and issues in Services
Marketing.
Q.NO UNIT - I - PART - A - QUESTION LEVEL COMPETENCE
1 How would you define Services? BTL 1 Remembering
2 What is meant by Services Marketing? BTL 2 Understanding
3 State the unique characteristics of Services. BTL 3 Applying
4 Can you make a distinction between Services and Goods? BTL 4 Analysing
5 Identify the various issues in Services Marketing. BTL 5 Evaluating
6 How would you evaluate goods ? services continuum? BTL 6 Creating
7 What is service economy? BTL 1 Remembering
8 Can you state the factors influencing Services Marketing? BTL 2 Understanding
9 Give a short note on Variability feature of Services. BTL 3 Applying
10 How would you classify Services? BTL 4 Analysing
11 What could be done to Maximize the degree of Customer
contact?
BTL 5 Evaluating
12 Write a short note on Labour Intensiveness in Service Sector BTL 6 Creating
13 Can you list out the Scope of services? BTL 1 Remembering
14 What are the essential skills for a service provider? BTL 2 Understanding
15
How would you show your understanding on the various
issues in Services Marketing?
BTL 3 Applying
16 Discuss the Tangibility and Intangibility nature of Services. BTL 4 Analysing
17 What is Inseparability? BTL 1 Remembering
18 State the importance of Economic Liberalization. BTL 2 Understanding
19 ?Services are variable in nature? ? Explain. BTL 1
Remembering
20 Can you state the myths about Services? BTL 1
Remembering
Q.NO UNIT - I - PART - B - QUESTION LEVEL COMPETENCE
1 How would you explain Services Economy? Level1 Remembering
2(i) Will you state Ethical Issues in Services Marketing? (7)
Level2
Understanding
2(ii) Can you explain unique characteristics of services? (6)
3(i)
How would you show your understanding of
Components of Services economy? (7)
Level3
Applying
3(ii)
How would you show your understanding of facility
based services? (6)
4
How would you categorize reason for the growth of services
Sector?
Level4
Analysing
5(i)
Can you elaborate on scope of services marketing?
(7)
Level5
Evaluating
5(ii)
Why do you think Technology is a key driver of
services Innovation (6)
6(i)
How would you evaluate the challenges of Service
Marketing? (7)
Level6
Creating
6(ii)
How would you explain communication issues in
Service Marketing? (6)
7
How would you describe Evolution and Growth of Services
Sector?
Level1
Remembering
8(i)
Can you explain other contemporary issues in
Services Marketing? (7)
Level2
Understanding
8(ii)
Explain the impact of economic liberalization on the growth of
service sector (6)
9(i) Discuss the nature of Services Marketing (7)
Level3
Applying
9(ii) How do you classify services on the basis of Tangibility? (6)
10 Can you list out reasons for the Growth of Service Sector? Level4 Analysing
11
Discuss the cultural changes facilitated the growth of service
sector.
Level1
Remembering
12
Explain the elements of service economy that has shown
remarkable growth with example
Level2
Understanding
13
What do you think about global service era and its Characteristics?
Level4
Analysing
14(i)
What are contemporary issues in services Marketing With suitable
example?
(7)
Level1
Remembering
14(ii)
What is the impact that social changes in IT on the service
Economy. (6)
Unit - I - Part - C ? Question
1. Use the concept of characteristics of a services and describe the differences
between a services and a product you are familiar with. What marketing
implications arise as a result of these difference?
2. What is the role of services in a developing economy like India? Discuss.
3. The Need and variety of services would depend on economic and social factor.
Illustrate this view point with example.
4. What do you mean by marketing of service? What are the reason for the growth
in the service market?
UNIT II SERVICE MARKETING OPPORTUNITIES
Assessing service market potential - Classification of services ? Expanded marketing mix ? Service
marketing ? Environment and trends ? Service market segmentation, targeting and positioning
Q.NO UNIT - II - PART - A - QUESTION LEVEL COMPETENCE
1 What is meant by Market Potential? BTL 1 Remembering
2 State the importance of assessing market potential. BTL 2 Understanding
3 How would you explain Marketing Mix? BTL 3 Applying
4
Can you outline what is meant by expanded marketing
mix?
BTL 4 Analysing
5 Give a short description on Service Blueprinting. BTL 5 Evaluating
6 Write a brief note on Marketing Environment. BTL 6 Creating
7 What is meant by Target Marketing? BTL 1 Remembering
8 Outline the process of Market Segmentation. BTL 2 Understanding
9 List out the various strategies in Market Segmentation. BTL 3 Applying
10 State the components of services marketing mix? BTL 4 Analysing
11 Discuss in brief Psychographic Segmentation BTL 5 Evaluating
12
How would you justify customer centricity in trends in
service marketing?
BTL 6 Creating
13 What is meant by Service Positioning Strategy? BTL 1 Remembering
14 State the requirements for effective segmentation. BTL 2 Understanding
15
With suitable examples explain geographic and
demographic segmentation.
BTL 3 Applying
16 Give a brief outline on Differentiated Marketing. BTL 4 Analysing
17 What is meant by Concentrated Marketing? BTL 1 Remembering
18
State the difference between Micro And Macro
Environment.
BTL 2 Understanding
19
Outline the significance of Services Marketing
Environment.
BTL 1
Remembering
20 What do you mean by trends in services? BTL 1
Remembering
Q.NO UNIT - II - PART - B - QUESTION LEVEL COMPETENCE
1(i) How would you describe Service Market Potential? (5)
Level1
Remembering
1(ii) What are the methods of assessing Market Potential? (8)
2 (i) Why do you think Service marketing mix is important? (6)
Level2
Understanding
2 (ii) Discuss the Principles of Service Marketing Mix. (7)
3(i) Write a short note on Service Process (3)
Level3
Applying
3(ii)
Elaborately explain the steps in managing service
processes (10)
4(i) How would you classify Service Employees? (6)
Level4
Analysing
4(ii)
Discuss the methods of Delivering Service Quality
through People. (7)
5 Discuss the key role of employees in a Service Level5 Evaluating
6
Give a detailed account on Services Marketing
Environment
Level6 Creating
7(i)
Write a critical evaluation on the recent trends in Service
Marketing Environment (8)
Level1
Remembering
7(ii) What is meant by Target Marketing in Services? (5)
8
Elaborately explain the steps in Target Marketing
Strategy.
Level2 Understanding
9
Can you explain the various strategies in Service
Marketing Segmentation?
Level3 Applying
10(i) Discuss the process of Market Segmentation (6)
Level4
Analysing
10(ii) State the challenges in Service Market Segmentation? (7)
11 Give a detailed account on Services Market Targeting Level1 Remembering
12
Explain the classification of services with suitable
examples
Level2 Understanding
13
Service Providers can achieve a competitive advantage
with a focus strategy' - Explain
Level4 Analysing
14
With suitable examples explain the various segmentation
strategies that can be adopted in a Service
Level1
Remembering
Unit - II - Part - C ? Question
1. What are the components that need to be built in to every services quality
system? Illustrate With example
2. Using the criteria of different benefits sought by target customer, how can the
medical tourism Industry built or defend competitive positions? Use example to
support your answer.
3. What are the basic steps in market segmentation? What specific challenges
exist for services Organization when it comes
4. Discuss the difference between perception of services quality and customer satisfaction.
UNIT III SERVICE DESIGN AND DEVELOPMENT
Service Life Cycle ? New service development ? Service Blue Printing ? GAP model of service
quality ? Measuring service quality ? SERVQUAL ? Service Quality function development
Q.NO UNIT - III - PART - A - QUESTION LEVEL COMPETENCE
1 What is service life cycle? BTL 1 Remembering
2 Explain Augmented Service. BTL 2 Understanding
3
How would you show your understanding of Service
Design?
BTL 3 Applying
4 Can you list out types of new services? BTL 4 Analysing
5 Outline the New Service Development Process. BTL 5 Evaluating
6 How would you explain Flower of Service? BTL 6 Creating
7 What is meant by Service Blueprinting? BTL 1 Remembering
8 Can you explain the concept of Service Quality? BTL 2 Understanding
9 How would you define Capacity Planning? BTL 3 Applying
10 Give a brief on Benchmarking. BTL 4 Analysing
11 What are Core Services? BTL 5 Evaluating
12 Write a short note on customer relation in services
marketing.
BTL 6 Creating
13 Define Service Quality Function Deployment (SQFD). BTL 1 Remembering
14 What do you mean by Service Scape? BTL 2 Understanding
15 List out the dimensions of Service Quality. BTL 3 Applying
16 State the prerequisites of New Service Development. BTL 4 Analysing
17 Write the components of Service Blueprinting. BTL 1 Remembering
18 Why is Service Blueprinting important? BTL 2 Understanding
19 What is service recovery? BTL 1
Remembering
20 Write a short note on SERQUAL Model. BTL 1
Remembering
Q.NO UNIT - III - PART - B - QUESTION LEVEL COMPETENCE
1(i)
What is services blueprint? Prepare a blue print for a
hospital? (7)
BTL 1
Remembering
1(ii)
What are the strategies adopted during the Growth stage
of the service life cycle? (6)
2 Explain the stages in new services development process. BTL 2 Understanding
3(i)
How would you apply Gap?s model services quality in
Banking Industry? (7)
BTL 3
Applying
3(ii)
How would you show your understanding of using and
reading Services Blueprint? (6)
4
Using fish bone diagram arrive at root cause analysis for
flight departure delay for an airline.
BTL 4 Analysing
5 Discuss the various methods to maintain Service Quality. BTL 5 Evaluating
6(i) Explain the various stages in Service Life Cycle with an
example. (7)
BTL 6
Creating
6(ii)
Discuss the various Strategies for different stages of
Service Life Cycle. (6)
7
What is SERVQUAL Model of service quality? With
example.
BTL 1 Remembering
8 Explain the Influence of Service Characteristics on QFD BTL 2 Understanding
9 (i)
How would you show your understanding of Services
Process Redesign? (7)
BTL 3
Applying
9 (ii)
How would you show your understanding of New Service
Development? (6)
10
What are the Categories and important of Services
quality?
BTL 4 Analysing
11 Explain responsiveness of the service quality BTL 1 Remembering
12 Explain product ? line extensions with suitable example? BTL2 Understanding
13
What do you think about decline stage in service life
cycle? Explain its characteristics
BTL4 Analysing
14(i)
Can you recall about application of SQFD with suitable
example?
BTL 1
Remembering
14(ii)
How marketers can apply the traditional marketing Mix
concept to services?
Unit - III - Part - C - Question
1. Using the flower of service concept develop enhancing supplementary services for a hotel.
2. Explain the services design model adopted in any service industry of your choice.
3. Give a brief account on the various dimensions of SERVQUAL.
4. Draw the service blue print for the following services:
a. Courier (5Marks)
b. Airlines (5Marks)
c. Hospital. (5Marks)
UNIT IV SERVICE DELIVERY AND PROMOTION
Positioning of services ? Designing service delivery System, Service Channel ? Pricing of services,
methods ? Service marketing triangle - Integrated Service marketing communication.
Q.NO UNIT - IV - PART - A - QUESTION LEVEL COMPETENCE
1 Define Advertising. BTL 1 Remembering
2 What can you say about setting Positioning objectives? BTL 2 Understanding
3
Can you outline the steps in developing a Positioning
Strategy?
BTL 3 Applying
4 Give a brief on Service Differentiation. BTL 4 Analysing
5 How would you define Service Delivery Framework? BTL 5 Evaluating
6
What is your opinion about integrated service marketing
communication?
BTL 6 Creating
7 Define Sales Promotion. BTL 1 Remembering
8 What is meant by internal marketing? BTL 2 Understanding
9 How would you explain Interactive Marketing? BTL 3 Applying
10 Can you list out the elements of promotion mix? BTL 4 Analysing
11 State your understanding n Service Channel. BTL 5 Evaluating
12 What is your opinion about Penetration Pricing? BTL 6 Creating
13 What is Services Delivery BTL 1 Remembering
14 Can you explain direct marketing BTL 2 Understanding
15 State the strategies used for Service Delivery. BTL 3 Applying
16 Can you list out the objectives of Service Pricing? BTL 4 Analysing
17 What is service channel? BTL 1 Remembering
18 Illustrate 4 C?s of delivering Customer Service. BTL 2 Understanding
19 Can you recall pricing of services? BTL 1 Remembering
20 What is service marketing triangle? BTL 1 Remembering
Q.NO UNIT - IV - PART - B - QUESTION LEVEL COMPETENCE
1(i)
How would you explain promotion for services in
detail? (7)
BTL 1
Remembering
1(ii)
What are the consequences of technological
development related to service delivery? (6)
2(i) Explain the Employee role in service delivery (7)
BTL 2
Understanding
2(ii) Explain Real time Marketing and its Activities. (6)
3
What example can you find for channel design process
and explain in detail?
BTL 3 Applying
4(i)
How would you categorize decision about place and
time in services delivery system (7)
BTL 4
Analysing
4(ii)
Can you list the 4C?s of Delivering Customer Services
with suitable example? (6)
5(i)
Can you elaborate integrated services marketing
communication? (7)
BTL 5
Evaluating
5(ii)
Discuss in detail about factors affecting pricing
decisions? (6)
6(i) Explain in detail about pricing of services (6)
BTL 6
Creating
6(ii)
Explain the importance of Word of Mouth
communication in service marketing? (7)
7
How would you explain services marketing triangle in
detail?
BTL 1 Remembering
8
What is the function of channel intermediaries and role
of intermediaries? With examples.
BTL 2 Understanding
9 (i)
How would you show your understanding of limitation
of Electronics channels (7)
BTL 3
Applying
9 (ii)
How would you show your understanding about
Positioning Approaches? (6)
10 Explain promotion mix for services in detail BTL 4 Analysing
11
Can you explain strategies for effective service delivery
through intermediaries?
BTL 1 Remembering
12 Explain the pros and cons of using a multichannel
distribution strategy in service marketing.
BTL2 Understanding
13
What do you think about Internal Marketing
communication
BTL4 Analysing
14(i)
How would you explain coordination in marketing
communication in services marketing?
BTL 1
Remembering
14(ii)
Can you recall the guidelines for managing service
communication
Unit - IV - Part - C - Question
1. What are issues to be considered for channel selection? Explain
2. Choose a service company with which you are familiar and show how each of the seven
elements (7Ps) of integrated service marketing applies.
3. Explain how the services quality delivery in financial product is improved
by technology. Illustrate With example.
4. What do you mean by service recovery? Discuss various service recovery strategies.
UNIT V SERVICE STRATEGIES
Service Marketing Strategies for health ? Hospitality ? Tourism ? Financial ? Logistics - Educational
? Entertainment & public utility Information technique Services
Q.No Unit - V - Part - A - Question Level COMPETENCE
1 What are Service strategies? BTL 1 Remembering
2 State the nature of Public Utility Services. BTL 2 Understanding
3 List the nature of Entertainment Services. BTL 3 Applying
4 Bring out the nature of Hospitality services in short. BTL 4 Analysing
5 What do you think about Marketing mix in IT services? BTL 5 Evaluating
6
Narrate your opinion about Market segmentation in
entertainment?
BTL 6 Creating
7 Define healthcare marketing BTL 1 Remembering
8 What is meant by tourism industry? BTL 2 Understanding
9
How would you show your understanding of Hospitality
industry?
BTL 3 Applying
10 What are the benefits of telecommunication marketing? BTL 4 Analysing
11
What do you think about marketing strategy for
hospitality industry?
BTL 5 Evaluating
12 Explain your opinion about Key logistics actives? BTL 6 Creating
13 What is health care services? BTL 1 Remembering
14
Can you explain marketing concept contribution
towards bank?s success?
BTL 2 Understanding
15
How would you show your understanding of Tour and
Travel services sector?
BTL 3 Applying
16
Can you list out characteristics of transportation
industry?
BTL 4 Analysing
17 What is Consultancy services? BTL 1 Remembering
18 Illustrate tourism industry? BTL 2 Understanding
19 Can you recall Financial services sector? BTL 1 Remembering
20 How would you explain insurance sector? BTL 1 Remembering
FirstRanker.com - FirstRanker's Choice
?
DEPARTMENT OF MANAGEMENT STUDIES
QUESTION BANK
III Semester
BA5006 ? Services Marketing
Regulation - 2017
Academic Year 2019 ? 20
Prepared by
Mr. K. Guru - Asst. Professor (OG)
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : BA5006 - SERVICES MARKETING
SEM /YEAR : III Semester / II Year
UNIT I INTRODUCTION
Definition ? Service Economy ? Evolution and growth of service sector ? Nature and Scope of
Services ? Unique characteristics of services - Challenges and issues in Services
Marketing.
Q.NO UNIT - I - PART - A - QUESTION LEVEL COMPETENCE
1 How would you define Services? BTL 1 Remembering
2 What is meant by Services Marketing? BTL 2 Understanding
3 State the unique characteristics of Services. BTL 3 Applying
4 Can you make a distinction between Services and Goods? BTL 4 Analysing
5 Identify the various issues in Services Marketing. BTL 5 Evaluating
6 How would you evaluate goods ? services continuum? BTL 6 Creating
7 What is service economy? BTL 1 Remembering
8 Can you state the factors influencing Services Marketing? BTL 2 Understanding
9 Give a short note on Variability feature of Services. BTL 3 Applying
10 How would you classify Services? BTL 4 Analysing
11 What could be done to Maximize the degree of Customer
contact?
BTL 5 Evaluating
12 Write a short note on Labour Intensiveness in Service Sector BTL 6 Creating
13 Can you list out the Scope of services? BTL 1 Remembering
14 What are the essential skills for a service provider? BTL 2 Understanding
15
How would you show your understanding on the various
issues in Services Marketing?
BTL 3 Applying
16 Discuss the Tangibility and Intangibility nature of Services. BTL 4 Analysing
17 What is Inseparability? BTL 1 Remembering
18 State the importance of Economic Liberalization. BTL 2 Understanding
19 ?Services are variable in nature? ? Explain. BTL 1
Remembering
20 Can you state the myths about Services? BTL 1
Remembering
Q.NO UNIT - I - PART - B - QUESTION LEVEL COMPETENCE
1 How would you explain Services Economy? Level1 Remembering
2(i) Will you state Ethical Issues in Services Marketing? (7)
Level2
Understanding
2(ii) Can you explain unique characteristics of services? (6)
3(i)
How would you show your understanding of
Components of Services economy? (7)
Level3
Applying
3(ii)
How would you show your understanding of facility
based services? (6)
4
How would you categorize reason for the growth of services
Sector?
Level4
Analysing
5(i)
Can you elaborate on scope of services marketing?
(7)
Level5
Evaluating
5(ii)
Why do you think Technology is a key driver of
services Innovation (6)
6(i)
How would you evaluate the challenges of Service
Marketing? (7)
Level6
Creating
6(ii)
How would you explain communication issues in
Service Marketing? (6)
7
How would you describe Evolution and Growth of Services
Sector?
Level1
Remembering
8(i)
Can you explain other contemporary issues in
Services Marketing? (7)
Level2
Understanding
8(ii)
Explain the impact of economic liberalization on the growth of
service sector (6)
9(i) Discuss the nature of Services Marketing (7)
Level3
Applying
9(ii) How do you classify services on the basis of Tangibility? (6)
10 Can you list out reasons for the Growth of Service Sector? Level4 Analysing
11
Discuss the cultural changes facilitated the growth of service
sector.
Level1
Remembering
12
Explain the elements of service economy that has shown
remarkable growth with example
Level2
Understanding
13
What do you think about global service era and its Characteristics?
Level4
Analysing
14(i)
What are contemporary issues in services Marketing With suitable
example?
(7)
Level1
Remembering
14(ii)
What is the impact that social changes in IT on the service
Economy. (6)
Unit - I - Part - C ? Question
1. Use the concept of characteristics of a services and describe the differences
between a services and a product you are familiar with. What marketing
implications arise as a result of these difference?
2. What is the role of services in a developing economy like India? Discuss.
3. The Need and variety of services would depend on economic and social factor.
Illustrate this view point with example.
4. What do you mean by marketing of service? What are the reason for the growth
in the service market?
UNIT II SERVICE MARKETING OPPORTUNITIES
Assessing service market potential - Classification of services ? Expanded marketing mix ? Service
marketing ? Environment and trends ? Service market segmentation, targeting and positioning
Q.NO UNIT - II - PART - A - QUESTION LEVEL COMPETENCE
1 What is meant by Market Potential? BTL 1 Remembering
2 State the importance of assessing market potential. BTL 2 Understanding
3 How would you explain Marketing Mix? BTL 3 Applying
4
Can you outline what is meant by expanded marketing
mix?
BTL 4 Analysing
5 Give a short description on Service Blueprinting. BTL 5 Evaluating
6 Write a brief note on Marketing Environment. BTL 6 Creating
7 What is meant by Target Marketing? BTL 1 Remembering
8 Outline the process of Market Segmentation. BTL 2 Understanding
9 List out the various strategies in Market Segmentation. BTL 3 Applying
10 State the components of services marketing mix? BTL 4 Analysing
11 Discuss in brief Psychographic Segmentation BTL 5 Evaluating
12
How would you justify customer centricity in trends in
service marketing?
BTL 6 Creating
13 What is meant by Service Positioning Strategy? BTL 1 Remembering
14 State the requirements for effective segmentation. BTL 2 Understanding
15
With suitable examples explain geographic and
demographic segmentation.
BTL 3 Applying
16 Give a brief outline on Differentiated Marketing. BTL 4 Analysing
17 What is meant by Concentrated Marketing? BTL 1 Remembering
18
State the difference between Micro And Macro
Environment.
BTL 2 Understanding
19
Outline the significance of Services Marketing
Environment.
BTL 1
Remembering
20 What do you mean by trends in services? BTL 1
Remembering
Q.NO UNIT - II - PART - B - QUESTION LEVEL COMPETENCE
1(i) How would you describe Service Market Potential? (5)
Level1
Remembering
1(ii) What are the methods of assessing Market Potential? (8)
2 (i) Why do you think Service marketing mix is important? (6)
Level2
Understanding
2 (ii) Discuss the Principles of Service Marketing Mix. (7)
3(i) Write a short note on Service Process (3)
Level3
Applying
3(ii)
Elaborately explain the steps in managing service
processes (10)
4(i) How would you classify Service Employees? (6)
Level4
Analysing
4(ii)
Discuss the methods of Delivering Service Quality
through People. (7)
5 Discuss the key role of employees in a Service Level5 Evaluating
6
Give a detailed account on Services Marketing
Environment
Level6 Creating
7(i)
Write a critical evaluation on the recent trends in Service
Marketing Environment (8)
Level1
Remembering
7(ii) What is meant by Target Marketing in Services? (5)
8
Elaborately explain the steps in Target Marketing
Strategy.
Level2 Understanding
9
Can you explain the various strategies in Service
Marketing Segmentation?
Level3 Applying
10(i) Discuss the process of Market Segmentation (6)
Level4
Analysing
10(ii) State the challenges in Service Market Segmentation? (7)
11 Give a detailed account on Services Market Targeting Level1 Remembering
12
Explain the classification of services with suitable
examples
Level2 Understanding
13
Service Providers can achieve a competitive advantage
with a focus strategy' - Explain
Level4 Analysing
14
With suitable examples explain the various segmentation
strategies that can be adopted in a Service
Level1
Remembering
Unit - II - Part - C ? Question
1. What are the components that need to be built in to every services quality
system? Illustrate With example
2. Using the criteria of different benefits sought by target customer, how can the
medical tourism Industry built or defend competitive positions? Use example to
support your answer.
3. What are the basic steps in market segmentation? What specific challenges
exist for services Organization when it comes
4. Discuss the difference between perception of services quality and customer satisfaction.
UNIT III SERVICE DESIGN AND DEVELOPMENT
Service Life Cycle ? New service development ? Service Blue Printing ? GAP model of service
quality ? Measuring service quality ? SERVQUAL ? Service Quality function development
Q.NO UNIT - III - PART - A - QUESTION LEVEL COMPETENCE
1 What is service life cycle? BTL 1 Remembering
2 Explain Augmented Service. BTL 2 Understanding
3
How would you show your understanding of Service
Design?
BTL 3 Applying
4 Can you list out types of new services? BTL 4 Analysing
5 Outline the New Service Development Process. BTL 5 Evaluating
6 How would you explain Flower of Service? BTL 6 Creating
7 What is meant by Service Blueprinting? BTL 1 Remembering
8 Can you explain the concept of Service Quality? BTL 2 Understanding
9 How would you define Capacity Planning? BTL 3 Applying
10 Give a brief on Benchmarking. BTL 4 Analysing
11 What are Core Services? BTL 5 Evaluating
12 Write a short note on customer relation in services
marketing.
BTL 6 Creating
13 Define Service Quality Function Deployment (SQFD). BTL 1 Remembering
14 What do you mean by Service Scape? BTL 2 Understanding
15 List out the dimensions of Service Quality. BTL 3 Applying
16 State the prerequisites of New Service Development. BTL 4 Analysing
17 Write the components of Service Blueprinting. BTL 1 Remembering
18 Why is Service Blueprinting important? BTL 2 Understanding
19 What is service recovery? BTL 1
Remembering
20 Write a short note on SERQUAL Model. BTL 1
Remembering
Q.NO UNIT - III - PART - B - QUESTION LEVEL COMPETENCE
1(i)
What is services blueprint? Prepare a blue print for a
hospital? (7)
BTL 1
Remembering
1(ii)
What are the strategies adopted during the Growth stage
of the service life cycle? (6)
2 Explain the stages in new services development process. BTL 2 Understanding
3(i)
How would you apply Gap?s model services quality in
Banking Industry? (7)
BTL 3
Applying
3(ii)
How would you show your understanding of using and
reading Services Blueprint? (6)
4
Using fish bone diagram arrive at root cause analysis for
flight departure delay for an airline.
BTL 4 Analysing
5 Discuss the various methods to maintain Service Quality. BTL 5 Evaluating
6(i) Explain the various stages in Service Life Cycle with an
example. (7)
BTL 6
Creating
6(ii)
Discuss the various Strategies for different stages of
Service Life Cycle. (6)
7
What is SERVQUAL Model of service quality? With
example.
BTL 1 Remembering
8 Explain the Influence of Service Characteristics on QFD BTL 2 Understanding
9 (i)
How would you show your understanding of Services
Process Redesign? (7)
BTL 3
Applying
9 (ii)
How would you show your understanding of New Service
Development? (6)
10
What are the Categories and important of Services
quality?
BTL 4 Analysing
11 Explain responsiveness of the service quality BTL 1 Remembering
12 Explain product ? line extensions with suitable example? BTL2 Understanding
13
What do you think about decline stage in service life
cycle? Explain its characteristics
BTL4 Analysing
14(i)
Can you recall about application of SQFD with suitable
example?
BTL 1
Remembering
14(ii)
How marketers can apply the traditional marketing Mix
concept to services?
Unit - III - Part - C - Question
1. Using the flower of service concept develop enhancing supplementary services for a hotel.
2. Explain the services design model adopted in any service industry of your choice.
3. Give a brief account on the various dimensions of SERVQUAL.
4. Draw the service blue print for the following services:
a. Courier (5Marks)
b. Airlines (5Marks)
c. Hospital. (5Marks)
UNIT IV SERVICE DELIVERY AND PROMOTION
Positioning of services ? Designing service delivery System, Service Channel ? Pricing of services,
methods ? Service marketing triangle - Integrated Service marketing communication.
Q.NO UNIT - IV - PART - A - QUESTION LEVEL COMPETENCE
1 Define Advertising. BTL 1 Remembering
2 What can you say about setting Positioning objectives? BTL 2 Understanding
3
Can you outline the steps in developing a Positioning
Strategy?
BTL 3 Applying
4 Give a brief on Service Differentiation. BTL 4 Analysing
5 How would you define Service Delivery Framework? BTL 5 Evaluating
6
What is your opinion about integrated service marketing
communication?
BTL 6 Creating
7 Define Sales Promotion. BTL 1 Remembering
8 What is meant by internal marketing? BTL 2 Understanding
9 How would you explain Interactive Marketing? BTL 3 Applying
10 Can you list out the elements of promotion mix? BTL 4 Analysing
11 State your understanding n Service Channel. BTL 5 Evaluating
12 What is your opinion about Penetration Pricing? BTL 6 Creating
13 What is Services Delivery BTL 1 Remembering
14 Can you explain direct marketing BTL 2 Understanding
15 State the strategies used for Service Delivery. BTL 3 Applying
16 Can you list out the objectives of Service Pricing? BTL 4 Analysing
17 What is service channel? BTL 1 Remembering
18 Illustrate 4 C?s of delivering Customer Service. BTL 2 Understanding
19 Can you recall pricing of services? BTL 1 Remembering
20 What is service marketing triangle? BTL 1 Remembering
Q.NO UNIT - IV - PART - B - QUESTION LEVEL COMPETENCE
1(i)
How would you explain promotion for services in
detail? (7)
BTL 1
Remembering
1(ii)
What are the consequences of technological
development related to service delivery? (6)
2(i) Explain the Employee role in service delivery (7)
BTL 2
Understanding
2(ii) Explain Real time Marketing and its Activities. (6)
3
What example can you find for channel design process
and explain in detail?
BTL 3 Applying
4(i)
How would you categorize decision about place and
time in services delivery system (7)
BTL 4
Analysing
4(ii)
Can you list the 4C?s of Delivering Customer Services
with suitable example? (6)
5(i)
Can you elaborate integrated services marketing
communication? (7)
BTL 5
Evaluating
5(ii)
Discuss in detail about factors affecting pricing
decisions? (6)
6(i) Explain in detail about pricing of services (6)
BTL 6
Creating
6(ii)
Explain the importance of Word of Mouth
communication in service marketing? (7)
7
How would you explain services marketing triangle in
detail?
BTL 1 Remembering
8
What is the function of channel intermediaries and role
of intermediaries? With examples.
BTL 2 Understanding
9 (i)
How would you show your understanding of limitation
of Electronics channels (7)
BTL 3
Applying
9 (ii)
How would you show your understanding about
Positioning Approaches? (6)
10 Explain promotion mix for services in detail BTL 4 Analysing
11
Can you explain strategies for effective service delivery
through intermediaries?
BTL 1 Remembering
12 Explain the pros and cons of using a multichannel
distribution strategy in service marketing.
BTL2 Understanding
13
What do you think about Internal Marketing
communication
BTL4 Analysing
14(i)
How would you explain coordination in marketing
communication in services marketing?
BTL 1
Remembering
14(ii)
Can you recall the guidelines for managing service
communication
Unit - IV - Part - C - Question
1. What are issues to be considered for channel selection? Explain
2. Choose a service company with which you are familiar and show how each of the seven
elements (7Ps) of integrated service marketing applies.
3. Explain how the services quality delivery in financial product is improved
by technology. Illustrate With example.
4. What do you mean by service recovery? Discuss various service recovery strategies.
UNIT V SERVICE STRATEGIES
Service Marketing Strategies for health ? Hospitality ? Tourism ? Financial ? Logistics - Educational
? Entertainment & public utility Information technique Services
Q.No Unit - V - Part - A - Question Level COMPETENCE
1 What are Service strategies? BTL 1 Remembering
2 State the nature of Public Utility Services. BTL 2 Understanding
3 List the nature of Entertainment Services. BTL 3 Applying
4 Bring out the nature of Hospitality services in short. BTL 4 Analysing
5 What do you think about Marketing mix in IT services? BTL 5 Evaluating
6
Narrate your opinion about Market segmentation in
entertainment?
BTL 6 Creating
7 Define healthcare marketing BTL 1 Remembering
8 What is meant by tourism industry? BTL 2 Understanding
9
How would you show your understanding of Hospitality
industry?
BTL 3 Applying
10 What are the benefits of telecommunication marketing? BTL 4 Analysing
11
What do you think about marketing strategy for
hospitality industry?
BTL 5 Evaluating
12 Explain your opinion about Key logistics actives? BTL 6 Creating
13 What is health care services? BTL 1 Remembering
14
Can you explain marketing concept contribution
towards bank?s success?
BTL 2 Understanding
15
How would you show your understanding of Tour and
Travel services sector?
BTL 3 Applying
16
Can you list out characteristics of transportation
industry?
BTL 4 Analysing
17 What is Consultancy services? BTL 1 Remembering
18 Illustrate tourism industry? BTL 2 Understanding
19 Can you recall Financial services sector? BTL 1 Remembering
20 How would you explain insurance sector? BTL 1 Remembering
Q. No Unit - V - Part - B - Question Level COMPETENCE
1
How would you explain the impact of globalization in
tourism industry In India?
BTL 1 Remembering
2(i)
Explain the services marketing opportunities in the
hospitality and tourism sector. (7)
BTL 2
Understanding
2(ii)
Can you explain Marketing strategy for logistics
industry? (6)
3(i)
What example can you find for banking industry and
explain in detail? (7)
BTL 3
Applying
3(ii)
How would you apply Marketing Mix for Mutual fund
services? (6)
4
How would you formulate a services marketing strategy
for a NGO that deals with rehabilitation and prevention
of alcohol/Drug abuse in society.
BTL 4
Analysing
5(i)
Can you elaborate services marketing strategy for a
insurance Company in health related insurance? (7)
BTL 5
Evaluating
5(ii)
Discuss marketing segmentation for education industry?
(6)
6(i) Explain in detail about Telecom service sector? (7)
BTL 6
Creating
6(ii)
Explain Market Segmentation in Entertainment
services? (6)
7
How would you explain in detail about IT services with
example?
BTL 1 Remembering
8 Explain Mutual fund services. With examples. BTL 2 Understanding
9 (i)
How would you show your understanding Entertainment
services? (7)
BTL 3
Applying
9 (ii)
Can you explain Financial services sector. With
examples (6)
10 Explain Hospitality industry in detail BTL 4 Analysing
11
What do you think about marketing segmentation of
mutual fund services?
BTL 1 Remembering
12
Give a critical evaluation on Public Utility Services in
India.
BTL2 Understanding
13(i)
Discuss the need for marketing segmentation of IT
services is important? (7)
BTL4
Analysing
13(ii) What are the characteristics of Education Industry?
(6)
14(i)
How would you explain Logistics and its Key activities
with example (6)
BTL 1
Remembering
14(ii)
Can you outline the impact of globalization in education
services in India? (7)
FirstRanker.com - FirstRanker's Choice
?
DEPARTMENT OF MANAGEMENT STUDIES
QUESTION BANK
III Semester
BA5006 ? Services Marketing
Regulation - 2017
Academic Year 2019 ? 20
Prepared by
Mr. K. Guru - Asst. Professor (OG)
? .
DEPARTMENT OFMANAGEMENT STUDIES
QUESTION BANK
SUBJECT : BA5006 - SERVICES MARKETING
SEM /YEAR : III Semester / II Year
UNIT I INTRODUCTION
Definition ? Service Economy ? Evolution and growth of service sector ? Nature and Scope of
Services ? Unique characteristics of services - Challenges and issues in Services
Marketing.
Q.NO UNIT - I - PART - A - QUESTION LEVEL COMPETENCE
1 How would you define Services? BTL 1 Remembering
2 What is meant by Services Marketing? BTL 2 Understanding
3 State the unique characteristics of Services. BTL 3 Applying
4 Can you make a distinction between Services and Goods? BTL 4 Analysing
5 Identify the various issues in Services Marketing. BTL 5 Evaluating
6 How would you evaluate goods ? services continuum? BTL 6 Creating
7 What is service economy? BTL 1 Remembering
8 Can you state the factors influencing Services Marketing? BTL 2 Understanding
9 Give a short note on Variability feature of Services. BTL 3 Applying
10 How would you classify Services? BTL 4 Analysing
11 What could be done to Maximize the degree of Customer
contact?
BTL 5 Evaluating
12 Write a short note on Labour Intensiveness in Service Sector BTL 6 Creating
13 Can you list out the Scope of services? BTL 1 Remembering
14 What are the essential skills for a service provider? BTL 2 Understanding
15
How would you show your understanding on the various
issues in Services Marketing?
BTL 3 Applying
16 Discuss the Tangibility and Intangibility nature of Services. BTL 4 Analysing
17 What is Inseparability? BTL 1 Remembering
18 State the importance of Economic Liberalization. BTL 2 Understanding
19 ?Services are variable in nature? ? Explain. BTL 1
Remembering
20 Can you state the myths about Services? BTL 1
Remembering
Q.NO UNIT - I - PART - B - QUESTION LEVEL COMPETENCE
1 How would you explain Services Economy? Level1 Remembering
2(i) Will you state Ethical Issues in Services Marketing? (7)
Level2
Understanding
2(ii) Can you explain unique characteristics of services? (6)
3(i)
How would you show your understanding of
Components of Services economy? (7)
Level3
Applying
3(ii)
How would you show your understanding of facility
based services? (6)
4
How would you categorize reason for the growth of services
Sector?
Level4
Analysing
5(i)
Can you elaborate on scope of services marketing?
(7)
Level5
Evaluating
5(ii)
Why do you think Technology is a key driver of
services Innovation (6)
6(i)
How would you evaluate the challenges of Service
Marketing? (7)
Level6
Creating
6(ii)
How would you explain communication issues in
Service Marketing? (6)
7
How would you describe Evolution and Growth of Services
Sector?
Level1
Remembering
8(i)
Can you explain other contemporary issues in
Services Marketing? (7)
Level2
Understanding
8(ii)
Explain the impact of economic liberalization on the growth of
service sector (6)
9(i) Discuss the nature of Services Marketing (7)
Level3
Applying
9(ii) How do you classify services on the basis of Tangibility? (6)
10 Can you list out reasons for the Growth of Service Sector? Level4 Analysing
11
Discuss the cultural changes facilitated the growth of service
sector.
Level1
Remembering
12
Explain the elements of service economy that has shown
remarkable growth with example
Level2
Understanding
13
What do you think about global service era and its Characteristics?
Level4
Analysing
14(i)
What are contemporary issues in services Marketing With suitable
example?
(7)
Level1
Remembering
14(ii)
What is the impact that social changes in IT on the service
Economy. (6)
Unit - I - Part - C ? Question
1. Use the concept of characteristics of a services and describe the differences
between a services and a product you are familiar with. What marketing
implications arise as a result of these difference?
2. What is the role of services in a developing economy like India? Discuss.
3. The Need and variety of services would depend on economic and social factor.
Illustrate this view point with example.
4. What do you mean by marketing of service? What are the reason for the growth
in the service market?
UNIT II SERVICE MARKETING OPPORTUNITIES
Assessing service market potential - Classification of services ? Expanded marketing mix ? Service
marketing ? Environment and trends ? Service market segmentation, targeting and positioning
Q.NO UNIT - II - PART - A - QUESTION LEVEL COMPETENCE
1 What is meant by Market Potential? BTL 1 Remembering
2 State the importance of assessing market potential. BTL 2 Understanding
3 How would you explain Marketing Mix? BTL 3 Applying
4
Can you outline what is meant by expanded marketing
mix?
BTL 4 Analysing
5 Give a short description on Service Blueprinting. BTL 5 Evaluating
6 Write a brief note on Marketing Environment. BTL 6 Creating
7 What is meant by Target Marketing? BTL 1 Remembering
8 Outline the process of Market Segmentation. BTL 2 Understanding
9 List out the various strategies in Market Segmentation. BTL 3 Applying
10 State the components of services marketing mix? BTL 4 Analysing
11 Discuss in brief Psychographic Segmentation BTL 5 Evaluating
12
How would you justify customer centricity in trends in
service marketing?
BTL 6 Creating
13 What is meant by Service Positioning Strategy? BTL 1 Remembering
14 State the requirements for effective segmentation. BTL 2 Understanding
15
With suitable examples explain geographic and
demographic segmentation.
BTL 3 Applying
16 Give a brief outline on Differentiated Marketing. BTL 4 Analysing
17 What is meant by Concentrated Marketing? BTL 1 Remembering
18
State the difference between Micro And Macro
Environment.
BTL 2 Understanding
19
Outline the significance of Services Marketing
Environment.
BTL 1
Remembering
20 What do you mean by trends in services? BTL 1
Remembering
Q.NO UNIT - II - PART - B - QUESTION LEVEL COMPETENCE
1(i) How would you describe Service Market Potential? (5)
Level1
Remembering
1(ii) What are the methods of assessing Market Potential? (8)
2 (i) Why do you think Service marketing mix is important? (6)
Level2
Understanding
2 (ii) Discuss the Principles of Service Marketing Mix. (7)
3(i) Write a short note on Service Process (3)
Level3
Applying
3(ii)
Elaborately explain the steps in managing service
processes (10)
4(i) How would you classify Service Employees? (6)
Level4
Analysing
4(ii)
Discuss the methods of Delivering Service Quality
through People. (7)
5 Discuss the key role of employees in a Service Level5 Evaluating
6
Give a detailed account on Services Marketing
Environment
Level6 Creating
7(i)
Write a critical evaluation on the recent trends in Service
Marketing Environment (8)
Level1
Remembering
7(ii) What is meant by Target Marketing in Services? (5)
8
Elaborately explain the steps in Target Marketing
Strategy.
Level2 Understanding
9
Can you explain the various strategies in Service
Marketing Segmentation?
Level3 Applying
10(i) Discuss the process of Market Segmentation (6)
Level4
Analysing
10(ii) State the challenges in Service Market Segmentation? (7)
11 Give a detailed account on Services Market Targeting Level1 Remembering
12
Explain the classification of services with suitable
examples
Level2 Understanding
13
Service Providers can achieve a competitive advantage
with a focus strategy' - Explain
Level4 Analysing
14
With suitable examples explain the various segmentation
strategies that can be adopted in a Service
Level1
Remembering
Unit - II - Part - C ? Question
1. What are the components that need to be built in to every services quality
system? Illustrate With example
2. Using the criteria of different benefits sought by target customer, how can the
medical tourism Industry built or defend competitive positions? Use example to
support your answer.
3. What are the basic steps in market segmentation? What specific challenges
exist for services Organization when it comes
4. Discuss the difference between perception of services quality and customer satisfaction.
UNIT III SERVICE DESIGN AND DEVELOPMENT
Service Life Cycle ? New service development ? Service Blue Printing ? GAP model of service
quality ? Measuring service quality ? SERVQUAL ? Service Quality function development
Q.NO UNIT - III - PART - A - QUESTION LEVEL COMPETENCE
1 What is service life cycle? BTL 1 Remembering
2 Explain Augmented Service. BTL 2 Understanding
3
How would you show your understanding of Service
Design?
BTL 3 Applying
4 Can you list out types of new services? BTL 4 Analysing
5 Outline the New Service Development Process. BTL 5 Evaluating
6 How would you explain Flower of Service? BTL 6 Creating
7 What is meant by Service Blueprinting? BTL 1 Remembering
8 Can you explain the concept of Service Quality? BTL 2 Understanding
9 How would you define Capacity Planning? BTL 3 Applying
10 Give a brief on Benchmarking. BTL 4 Analysing
11 What are Core Services? BTL 5 Evaluating
12 Write a short note on customer relation in services
marketing.
BTL 6 Creating
13 Define Service Quality Function Deployment (SQFD). BTL 1 Remembering
14 What do you mean by Service Scape? BTL 2 Understanding
15 List out the dimensions of Service Quality. BTL 3 Applying
16 State the prerequisites of New Service Development. BTL 4 Analysing
17 Write the components of Service Blueprinting. BTL 1 Remembering
18 Why is Service Blueprinting important? BTL 2 Understanding
19 What is service recovery? BTL 1
Remembering
20 Write a short note on SERQUAL Model. BTL 1
Remembering
Q.NO UNIT - III - PART - B - QUESTION LEVEL COMPETENCE
1(i)
What is services blueprint? Prepare a blue print for a
hospital? (7)
BTL 1
Remembering
1(ii)
What are the strategies adopted during the Growth stage
of the service life cycle? (6)
2 Explain the stages in new services development process. BTL 2 Understanding
3(i)
How would you apply Gap?s model services quality in
Banking Industry? (7)
BTL 3
Applying
3(ii)
How would you show your understanding of using and
reading Services Blueprint? (6)
4
Using fish bone diagram arrive at root cause analysis for
flight departure delay for an airline.
BTL 4 Analysing
5 Discuss the various methods to maintain Service Quality. BTL 5 Evaluating
6(i) Explain the various stages in Service Life Cycle with an
example. (7)
BTL 6
Creating
6(ii)
Discuss the various Strategies for different stages of
Service Life Cycle. (6)
7
What is SERVQUAL Model of service quality? With
example.
BTL 1 Remembering
8 Explain the Influence of Service Characteristics on QFD BTL 2 Understanding
9 (i)
How would you show your understanding of Services
Process Redesign? (7)
BTL 3
Applying
9 (ii)
How would you show your understanding of New Service
Development? (6)
10
What are the Categories and important of Services
quality?
BTL 4 Analysing
11 Explain responsiveness of the service quality BTL 1 Remembering
12 Explain product ? line extensions with suitable example? BTL2 Understanding
13
What do you think about decline stage in service life
cycle? Explain its characteristics
BTL4 Analysing
14(i)
Can you recall about application of SQFD with suitable
example?
BTL 1
Remembering
14(ii)
How marketers can apply the traditional marketing Mix
concept to services?
Unit - III - Part - C - Question
1. Using the flower of service concept develop enhancing supplementary services for a hotel.
2. Explain the services design model adopted in any service industry of your choice.
3. Give a brief account on the various dimensions of SERVQUAL.
4. Draw the service blue print for the following services:
a. Courier (5Marks)
b. Airlines (5Marks)
c. Hospital. (5Marks)
UNIT IV SERVICE DELIVERY AND PROMOTION
Positioning of services ? Designing service delivery System, Service Channel ? Pricing of services,
methods ? Service marketing triangle - Integrated Service marketing communication.
Q.NO UNIT - IV - PART - A - QUESTION LEVEL COMPETENCE
1 Define Advertising. BTL 1 Remembering
2 What can you say about setting Positioning objectives? BTL 2 Understanding
3
Can you outline the steps in developing a Positioning
Strategy?
BTL 3 Applying
4 Give a brief on Service Differentiation. BTL 4 Analysing
5 How would you define Service Delivery Framework? BTL 5 Evaluating
6
What is your opinion about integrated service marketing
communication?
BTL 6 Creating
7 Define Sales Promotion. BTL 1 Remembering
8 What is meant by internal marketing? BTL 2 Understanding
9 How would you explain Interactive Marketing? BTL 3 Applying
10 Can you list out the elements of promotion mix? BTL 4 Analysing
11 State your understanding n Service Channel. BTL 5 Evaluating
12 What is your opinion about Penetration Pricing? BTL 6 Creating
13 What is Services Delivery BTL 1 Remembering
14 Can you explain direct marketing BTL 2 Understanding
15 State the strategies used for Service Delivery. BTL 3 Applying
16 Can you list out the objectives of Service Pricing? BTL 4 Analysing
17 What is service channel? BTL 1 Remembering
18 Illustrate 4 C?s of delivering Customer Service. BTL 2 Understanding
19 Can you recall pricing of services? BTL 1 Remembering
20 What is service marketing triangle? BTL 1 Remembering
Q.NO UNIT - IV - PART - B - QUESTION LEVEL COMPETENCE
1(i)
How would you explain promotion for services in
detail? (7)
BTL 1
Remembering
1(ii)
What are the consequences of technological
development related to service delivery? (6)
2(i) Explain the Employee role in service delivery (7)
BTL 2
Understanding
2(ii) Explain Real time Marketing and its Activities. (6)
3
What example can you find for channel design process
and explain in detail?
BTL 3 Applying
4(i)
How would you categorize decision about place and
time in services delivery system (7)
BTL 4
Analysing
4(ii)
Can you list the 4C?s of Delivering Customer Services
with suitable example? (6)
5(i)
Can you elaborate integrated services marketing
communication? (7)
BTL 5
Evaluating
5(ii)
Discuss in detail about factors affecting pricing
decisions? (6)
6(i) Explain in detail about pricing of services (6)
BTL 6
Creating
6(ii)
Explain the importance of Word of Mouth
communication in service marketing? (7)
7
How would you explain services marketing triangle in
detail?
BTL 1 Remembering
8
What is the function of channel intermediaries and role
of intermediaries? With examples.
BTL 2 Understanding
9 (i)
How would you show your understanding of limitation
of Electronics channels (7)
BTL 3
Applying
9 (ii)
How would you show your understanding about
Positioning Approaches? (6)
10 Explain promotion mix for services in detail BTL 4 Analysing
11
Can you explain strategies for effective service delivery
through intermediaries?
BTL 1 Remembering
12 Explain the pros and cons of using a multichannel
distribution strategy in service marketing.
BTL2 Understanding
13
What do you think about Internal Marketing
communication
BTL4 Analysing
14(i)
How would you explain coordination in marketing
communication in services marketing?
BTL 1
Remembering
14(ii)
Can you recall the guidelines for managing service
communication
Unit - IV - Part - C - Question
1. What are issues to be considered for channel selection? Explain
2. Choose a service company with which you are familiar and show how each of the seven
elements (7Ps) of integrated service marketing applies.
3. Explain how the services quality delivery in financial product is improved
by technology. Illustrate With example.
4. What do you mean by service recovery? Discuss various service recovery strategies.
UNIT V SERVICE STRATEGIES
Service Marketing Strategies for health ? Hospitality ? Tourism ? Financial ? Logistics - Educational
? Entertainment & public utility Information technique Services
Q.No Unit - V - Part - A - Question Level COMPETENCE
1 What are Service strategies? BTL 1 Remembering
2 State the nature of Public Utility Services. BTL 2 Understanding
3 List the nature of Entertainment Services. BTL 3 Applying
4 Bring out the nature of Hospitality services in short. BTL 4 Analysing
5 What do you think about Marketing mix in IT services? BTL 5 Evaluating
6
Narrate your opinion about Market segmentation in
entertainment?
BTL 6 Creating
7 Define healthcare marketing BTL 1 Remembering
8 What is meant by tourism industry? BTL 2 Understanding
9
How would you show your understanding of Hospitality
industry?
BTL 3 Applying
10 What are the benefits of telecommunication marketing? BTL 4 Analysing
11
What do you think about marketing strategy for
hospitality industry?
BTL 5 Evaluating
12 Explain your opinion about Key logistics actives? BTL 6 Creating
13 What is health care services? BTL 1 Remembering
14
Can you explain marketing concept contribution
towards bank?s success?
BTL 2 Understanding
15
How would you show your understanding of Tour and
Travel services sector?
BTL 3 Applying
16
Can you list out characteristics of transportation
industry?
BTL 4 Analysing
17 What is Consultancy services? BTL 1 Remembering
18 Illustrate tourism industry? BTL 2 Understanding
19 Can you recall Financial services sector? BTL 1 Remembering
20 How would you explain insurance sector? BTL 1 Remembering
Q. No Unit - V - Part - B - Question Level COMPETENCE
1
How would you explain the impact of globalization in
tourism industry In India?
BTL 1 Remembering
2(i)
Explain the services marketing opportunities in the
hospitality and tourism sector. (7)
BTL 2
Understanding
2(ii)
Can you explain Marketing strategy for logistics
industry? (6)
3(i)
What example can you find for banking industry and
explain in detail? (7)
BTL 3
Applying
3(ii)
How would you apply Marketing Mix for Mutual fund
services? (6)
4
How would you formulate a services marketing strategy
for a NGO that deals with rehabilitation and prevention
of alcohol/Drug abuse in society.
BTL 4
Analysing
5(i)
Can you elaborate services marketing strategy for a
insurance Company in health related insurance? (7)
BTL 5
Evaluating
5(ii)
Discuss marketing segmentation for education industry?
(6)
6(i) Explain in detail about Telecom service sector? (7)
BTL 6
Creating
6(ii)
Explain Market Segmentation in Entertainment
services? (6)
7
How would you explain in detail about IT services with
example?
BTL 1 Remembering
8 Explain Mutual fund services. With examples. BTL 2 Understanding
9 (i)
How would you show your understanding Entertainment
services? (7)
BTL 3
Applying
9 (ii)
Can you explain Financial services sector. With
examples (6)
10 Explain Hospitality industry in detail BTL 4 Analysing
11
What do you think about marketing segmentation of
mutual fund services?
BTL 1 Remembering
12
Give a critical evaluation on Public Utility Services in
India.
BTL2 Understanding
13(i)
Discuss the need for marketing segmentation of IT
services is important? (7)
BTL4
Analysing
13(ii) What are the characteristics of Education Industry?
(6)
14(i)
How would you explain Logistics and its Key activities
with example (6)
BTL 1
Remembering
14(ii)
Can you outline the impact of globalization in education
services in India? (7)
Unit - V - Part - C - Question
1. What does internal marketing means? Develop a step by step procedure for
instituting internal Marketing for tourism department of Tamilnadu
2. How does information technology impact services delivery? Illustrate
3. Discuss the major issues and challenges facing service firms in India.
4. Prepare a detailed marketing plan for a hospital proposed to serve the low income
group and want to mark a profit.
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This post was last modified on 29 February 2020