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

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

Code No: 724AD
JAWAHARLAL NEHRU TECHNOLOGICAL UNIVERSITY HYDERABAD
MBA IV Semester Examinations, December - 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. Answer the following in about five sentences each:
a) Infer the significance of services marketing. [5]
b) How would you relate quality of service with consumer behaviour? [5]
c) Interpret the types of service innovations. [5]
d) Why are employees critical in better service delivery? [5]
e) Deduce the need for integrated service marketing communication. [5]

PART - B 5 ? 10 marks = 50

2. Examine the role played by services sector in Indian economic development. [10]
OR
3. Analyze with suitable example the unique characteristics of services. [10]

4.a) What are the types of consumer service expectation?
b) Appraise the factors influencing customers? expectation of adequate service. [5+5]
OR
5. Make a critical assessment of the importance of customer research for services. [10]

6. Draw a suitable diagram of a service blueprint and discuss the steps in building a
service blueprint. [10]
OR
7. Elucidate the steps involved in the new service development process. [10]

8.a) Categorize the possible variations in customer demand for service relative to capacity.
b) Correlate between capacity constraints and demand patterns. [5+5]
OR
9. Evaluate the merits and demerits of delivering service through franchising and agents.
[10]

10. Describe the five categories of strategies to match service promises with delivery. [10]
OR
11. Critically analyze the importance points to be considered in the pricing of services.[10]

--ooOoo--




R15

FirstRanker.com - FirstRanker's Choice