II Shree Raj II

NAVIGATOR TUTORIALS

SERVICE SECTOR MANAGEMENT
QUESTION BANK 2014
Concep Shor Noe!
1" Convergence (RPH-71) 1" Characteristics of Service (RPH-17)
2" Service Trinity (RPH-52) 2" Goods Service Continuu (RPH-!")
#" Techni#ue $ %unctiona& 'ua&ity
(RPH- 25!)
#" Goods ()S Service *ar+eting (RR-!5)
4" Perceived Service 'ua&ity (RPH-
25,)
4" Si- .iension of Service /eadershi0
(RPH-!12)
$" 3ie&d *anageent (RPH-212) $" (ision 4 *ission Strategy (RPH-255)
%" 6one of To&erance (RPH-2,) %" Service Recovery (RPH-221)
&" Pricing 789ectives (RPH-"5) &" Service %ai&ure (RPH-25")
'" /ine 7f (isi8i&ity (RPH-!11) '" Ga0 *ode& (RPH-2,1)
(" Credence 'ua&ities (RPH-,,) (" %ranchising (RPH-1!1)
10" Service /ife Cyc&e (RPH-55) 10" Core $ Su00&eentary Services
(RPH-25)
11" %aci&itating Service (RPH-"2) 11" :uying Ro&es (RPH-25)
12" /eve&s 7f Custoer Contact
(RPH-1,1)

1#" Service Sca0e (RPH-157)
14" 'ua&ity .iension (RPH-2!5)

Lon) An!*er+
1" Strategies %or *anaging Ca0acities to *atch .eand (RPH-21")
2" Strategies %or *anaging .eand to atch Ca0acities(RPH-211)
#" Service *ar+eting ;nvironent (RPH-!2)
4" Gro<th of Service Sector in =ndia (RPH-5)
$" Ste0s in Service *ar+et Segentation (RPH-1"")


BOOKS, R-. /S0nn1 2ernan3e!4 $
h
E355on