SERVICES MARKETING

14MBAMM303

VTU Question Bank

1. What are Services? (June 13, Dec 14)

2. Explain the types of Service Marketing? (June 13)
3. Explain the process for setting Customer defined service standards? (June 15)
4. What are the Myths of Service Marketing? (June 14)

Module 2
1. Explain the Role of Service Quality in Offensive and Defensive Marketing? (June 14)
2. What is Market Testing? (June 13)
3. Explain search, experience, and credence qualities? (June 13)
4. What are the various types of Expectations? (Dec 13)
5. Define a customer? (Dec 14)
6. Define Zone of Tolerance? (June 15)

Module 3
1. Explain the types of Service Encounters? ( June 13)
2. Explain the Determinants of Customer Satisfaction? (Dec 14)

Module 4
1. Describe the four basic waiting line strategies, and given an example of each one preferably
based on your experience as a consumer? (June 13)
2. Define queue discipline? (June 14)
3. Explain Process for Setting Customer-Defined Standards? (Dec 14)
4. Explain the Five Dimensions of Service Quality? (Dec 13)

Module 5
1. Explain the Benefits and Challenges for Franchisers of Service? (June 14)
2. What type of behavior are influenced by the service scape? (Dec 13)
3. What are the various managerial issue regarding various type of behavior? (Dec 14)
4. Define Penetration pricing, Prestige pricing & Skimming pricing? (June 13)

Dept. of MBA/SJBIT

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SERVICES MARKETING

14MBAMM303

Module 6
1. Explain Models of Buyer Behavior? (Dec 14)
2. Explain the Service Marketing Triangle? (June 14)
3. Explain The Gaps Model In Service Marketing? (June 15)

Module 7
1. Explain the Strategies for Enhancing Customer Participation? (June 14)
2. Explain the Elements in Effective Research Program? (Dec 14)
3. What is Physical Evidence? (June 13)
4. Explain the levels of Retention Strategies? (Dec 13)
5. Explain the Sources of Conflict? (June 14)
6. Explain the Strategies for Enhancing Customer Participation? (Dec 13)
7. Explain Service Blue Printing? (June 13)

Dept. of MBA/SJBIT

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