Roll No" Total No.

of Questions : 071

h,vl*tq) . ALU u"Qeoh 4yau, eont MBA (Sem. -'3'd14tn1r

SERVICBS MARKETING SUBJECTCODE : MB - 603

[Total No. of Pages: 02

PaperID : [C01251
[Note : Pleasefill subject code and paper ID on OMRI

Maximum Marks : 60 Time : 03 Hours Instruction to Candidates: - A is Compulsory. l) Section 2) Attempt any Four questionsfrom Section- B. Section- A QI) a) b) c) d) e) D g) h) i) j) in India. Discussthe impactof liberalizationof services evaluation of services? What do you understandby Post-Purchase Give the difference betweenperceptionof servicequality and customer satisfaction. customersatisfaction. How can we measure Explain the pricing strategyfor mobile serviceprovider. by CustomerLifetime Value.Explain. What do you understand Describethe four levelsof Retentionstrategies. Define serviceculture. Canamanufacturing firm havea serviceculture. delivery of service. in successful Discussthe importanceof customers Section- B (4 x 10:40) Q2) Give the differencebetweenDesired Service and Adequate Service.Give aremore stablethan exampleand explain why DesiredServiceexpectations AdequateServiceexpectations. the difference of ServiceQuality.Discuss Q3) Deftneandexplainthe five dimensions betweenperceptionof servicequality and customersatisfaction. (10x2:20) an economicactivity. Are services Give the definition of services.

J-re[|I2eI

PTO.

type. of each givingexamples strategies of Retention the fourlevels e4) Describe for to whichyou areloyal andgive reasons zation organi Think of a service yourloyalty. Designan eS) Why is it importantfor a firm to havea strongrecoverystrategy. for a bank. strategy recovery idealservice in detailandgive anexample the four basicWaitingLine Strategies e6) Describg ofeachone. andMarketingMix for an Positioning Targeting, e7) Designthe Segmentation, in your explanation. andBankingfirm. Useanexample Insurance

tK**

J-19