Download JNTUH (Jawaharlal Nehru Technological University Hyderabad) MBA (Master of Business Administration) 4th Semester (Fourth Semester) R15 2018 Jan 724AD Services Marketing Previous Question Paper
Code No: 724AD
JAWAHARLAL NEHRU TECHNOLOGICAL UNIVERSITY HYDERABAD
MBA IV Semester Examinations, January-2018
SERVICES MARKETING
Time: 3hours Max.Marks:75
Note: This question paper contains two parts A and B.
Part A is compulsory which carries 25 marks. Answer all questions in Part A.
Part B consists of 5 Units. Answer any one full question from each unit. Each
question carries 10 marks and may have a, b, c as sub questions.
PART - A 5 ? 5 marks = 25
1.a) State the factors responsible for the growth of services sectors in Indian economy.
[5]
b) Demonstrate the possible levels of customer expectations. [5]
c) Illustrate the types of new services innovations. [5]
d) Outline the boundary spanning roles of service employees. [5]
e) Briefly describe the factors influencing customer satisfaction. [5]
PART ? B 5 ? 10 marks = 50
2. Outline and support your argument on the reasons for steady or fluctuations in
Service Sector Contribution to the India Economy? [10]
OR
3. Critically evaluate the Lovelock?s classification of services and their implications.
[10]
4. Evaluate the stages in consumer decision making and evaluation of services with
which you are familiar with. [10]
OR
5. Critically analyse the factors that influence desired and adequate service related to
customer expectations. [10]
6. Analyse the checkpoints that precede critical stages that are associated with new
service development process with suitable example. [10]
OR
7. An educational institution?s mess in the hostel keep on facing the long queue of
students during lunch timings. The Chief Warden asked to build a Mess?s service
blueprint. Identify the basic steps and develop a blueprint for the mess service
and justify your each steps. [10]
8. Identify the implications of variations in demand relating to capacity and apply
only traditional marketing programmes to solve the problems of excess demand
and excess capacity. [10]
OR
9. ?A complex combination of strategies is needed to ensure that service employees
are willing and able to deliver quality services and that they stay motivated to
perform in customer-oriented, service-minded ways?. Critically evaluate this
statement. [10]
R15
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Code No: 724AD
JAWAHARLAL NEHRU TECHNOLOGICAL UNIVERSITY HYDERABAD
MBA IV Semester Examinations, January-2018
SERVICES MARKETING
Time: 3hours Max.Marks:75
Note: This question paper contains two parts A and B.
Part A is compulsory which carries 25 marks. Answer all questions in Part A.
Part B consists of 5 Units. Answer any one full question from each unit. Each
question carries 10 marks and may have a, b, c as sub questions.
PART - A 5 ? 5 marks = 25
1.a) State the factors responsible for the growth of services sectors in Indian economy.
[5]
b) Demonstrate the possible levels of customer expectations. [5]
c) Illustrate the types of new services innovations. [5]
d) Outline the boundary spanning roles of service employees. [5]
e) Briefly describe the factors influencing customer satisfaction. [5]
PART ? B 5 ? 10 marks = 50
2. Outline and support your argument on the reasons for steady or fluctuations in
Service Sector Contribution to the India Economy? [10]
OR
3. Critically evaluate the Lovelock?s classification of services and their implications.
[10]
4. Evaluate the stages in consumer decision making and evaluation of services with
which you are familiar with. [10]
OR
5. Critically analyse the factors that influence desired and adequate service related to
customer expectations. [10]
6. Analyse the checkpoints that precede critical stages that are associated with new
service development process with suitable example. [10]
OR
7. An educational institution?s mess in the hostel keep on facing the long queue of
students during lunch timings. The Chief Warden asked to build a Mess?s service
blueprint. Identify the basic steps and develop a blueprint for the mess service
and justify your each steps. [10]
8. Identify the implications of variations in demand relating to capacity and apply
only traditional marketing programmes to solve the problems of excess demand
and excess capacity. [10]
OR
9. ?A complex combination of strategies is needed to ensure that service employees
are willing and able to deliver quality services and that they stay motivated to
perform in customer-oriented, service-minded ways?. Critically evaluate this
statement. [10]
R15
10. Illustrate the Pricing Tripod with appropriate example. Discuss in detail the cost-
based, value-based pricing and competition based pricing with suitable example.
[10]
OR
11. List out and examine the four problems created by intangibility of services. As a
service marketing student, critically evaluate the 5W model of marketing
communication planning. [10]
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This post was last modified on 23 October 2020