Marketing of Services
Previous year question paper with solutions for Marketing of Services May-2019
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Question paper 1
SECTION-A
1. Write short notes on any FOUR of the following:
(i) Types of service market.
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(ii) Value based pricing.
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(iii) Define service blue print.
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(iv) Determinants of buyer behaviour.
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(v) What is customer relationship management ?
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(vi) 7 P's of marketing mix.
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SECTION-B
2. Discuss the Unique Characteristics of Products and Services.
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3. What are the strategies that influence perceptions and lead to customer satisfaction ?
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4. Discuss various models of Consumer Purchase process.
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5. Discuss the simplified model of buying behaviour.
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SECTION-C
6. Outline the characteristics of well designed service system. What are the challenges of service design?
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7. Critically evaluate the different pricing strategies based on customer’s perception of value with the help of examples.
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8. Why do you think the customers do/do not complain about service failures ?
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9. The GAP model is a conceptual tool to identify and correct service quality problems. Explain and justify its importance for a service firm.
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