Download PTU MBA 2020 March 3rd Sem 51202 Services Marketing Question Paper

Download PTU (I.K. Gujral Punjab Technical University Jalandhar (IKGPTU) ) MBA (Master of Business Administration) 2020 March 3rd Sem 51202 Services Marketing Previous Question Paper

1 | M-51202 (S43)-2644

Roll No. Total No. of Pages : 02
Total No. of Questions : 06
MBA (PIT) (Sem.?3)
SERVICES MARKETING
Subject Code : MBA-312
M.Code : 51202
Time : 3 Hrs. Max. Marks : 60

INSTRUCTIONS TO CANDIDATES :
1. SECTION-A contains SIX questions carrying TWO marks each and students has
to attempt ALL questions.
2. SECTION-B consists of FOUR questions each carrying TEN marks each and
student has to attempt ALL questions.
3. SECTION-C is consists of ONE Case Study carrying EIGHT marks.
4. All Questions are Compulsory.

SECTION-A
1. Write short notes on :
A) Difference between products and services.
B) Service design
C) Tolerance.
D) Name 7 P's of service marketing
E) Subscriber churn.
F) ERM

SECTION-B
2. Compare and contrast service marketing with product marketing?
3. What is the significance of service encounter? Discuss techniques of service marketing.
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1 | M-51202 (S43)-2644

Roll No. Total No. of Pages : 02
Total No. of Questions : 06
MBA (PIT) (Sem.?3)
SERVICES MARKETING
Subject Code : MBA-312
M.Code : 51202
Time : 3 Hrs. Max. Marks : 60

INSTRUCTIONS TO CANDIDATES :
1. SECTION-A contains SIX questions carrying TWO marks each and students has
to attempt ALL questions.
2. SECTION-B consists of FOUR questions each carrying TEN marks each and
student has to attempt ALL questions.
3. SECTION-C is consists of ONE Case Study carrying EIGHT marks.
4. All Questions are Compulsory.

SECTION-A
1. Write short notes on :
A) Difference between products and services.
B) Service design
C) Tolerance.
D) Name 7 P's of service marketing
E) Subscriber churn.
F) ERM

SECTION-B
2. Compare and contrast service marketing with product marketing?
3. What is the significance of service encounter? Discuss techniques of service marketing.

2 | M-51202 (S43)-2644

4. How do we measure different components of service quality? Discuss in detail.
5. Service sector is coming up sector. How are customer expectations of services shaping up
in India?

SECTION-C
6. Case Study :
I had a problem with a new piece of electronic equipment and called for assistance.
The first technician I talked with insisted that there was nothing wrong with his
company?s equipment, that it must be my fault. When I explained that everything in the
network had worked perfectly until I powered the new item up, he laughed at me. When I
asked to talk to his supervisor, he responded with the bad language and hung up. I called
back and spoke with a different technician who was able to resolve the problem in a
matter of minutes and who then asked his supervisor to join us on the line. When I told
the supervisor of my earlier experience, she asked me to give her one day so she could
resolve the problem. She called back in less than fifteen minutes to tell me that she and
the call center manager had reviewed the tape of the call.
Question :
If you were the call center manager what would be your response and action to turn the
above situation from being the worst customer service experience to one of the best.








NOTE : Disclosure of Identity by writing Mobile No. or Making of passing request on any
page of Answer Sheet will lead to UMC against the Student.
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