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ML0015 Summer Drive Assignment

ML0015 Summer Drive Assignment

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Published by Arvind K
Solved SMU Assignment
Solved SMU Assignment

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Published by: Arvind K on Jun 24, 2012
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05/13/2014

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Master of Business Administration
MBA Semester 4
 
ML0015
Services Marketing and Customer Relationship Management - 4 Credits
 
 Assignment Set 
1
 
60 MarksNote: Each question carries 10 Marks. Answer all the questions.
Q.1 Mention the different types of services with few examples and briefly give a note onservice sector. [10 marks]
ForCompleteSolvedSMU Assignment @1500 Rs  Email:mba8182@gmail.comPh:09873669404
Q.2 According to you, what are the customer expectations and customer responses if they
don’t receive the desired service quality? If you were the service provider, how would you
address customer complaints and conflicts? [10 marks]Q.3. Construct a service gap for an imaginary service based company assuming that thereare several gaps found in its functioning. [10 marks]Q.4. Explain the concept of service design and service delivery in services marketing. [10marks]Q. 5 a. What is services marketing? Explain its importance. [5 marks]b. Is there any need to segment services? Give reasons for your answer. [5 marks]Q. 6. Examine the recent issues in services marketing. [10 marks]

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