NAVIGATOR TUTORIALS Service Sector Management Question Bank.

1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. 26. 27. V 28. Demand Patterns(208) V 29. Technical & Functional Skills of People. (250) V 30. Relevance of Quality in Services. (250) V 31. Service Guarantee. (269) V 32. Moment of Truth. (296) V Concept Testing Services (2) (2) Micro Environment (65) V Service Guarantees (41) RPH Yield Management (208) V (137) RPH Customisation (183) V Predictable Cycles (208) V Brand Image (212) V Brand loyalty (214) V Functional benefits (223) V Emotional Benefits (223) V Total Quality Management (237) V Perceived quality (250) V Service Quality Dimension (250) V Service recovery (170) RPH White collar productivity (243) RPH Medical tourism (307) V Physical Goods v/s Services. (23)V Technological Environment. (65) V Political Environment. (65) V Economic Environment. (65) V Levels of Customer Contact. (99) V Procedural Justice. (100) V Consumer Behaviour (100) V Sustainability. (178) V Accessibility. (178) V Positioning in Services.(192) V Random Demand Fluctuations. (208)

Short Notes a) Goods Service Continuum (11) V (30 RPH b) Services Marketing Environment (22 RPH c) Exceeding Service Expectation (83) V d) Customers Perception (83) V e) Types of Buying Behaviour (38) RPH f) Service Marketing Triangle (40) RPH g) Service Encounters & Its Types(44, 50 RPH h) Zone of Tolerance (51) RPH i) Franchising (126) V j) Demand Situations (194) V k) Managing Constraints on Capacity (199 V l) Types of Branding (215) V m) SERVQUAL Model (240) V n) Service Recovery Process (173)RPH o) Service Management (190) RPH p) Vision Mission Strategy (197) RPH q) Service Leadership (211) RPH r) Service Umbrella (213) RPH s) Leadership styles (217) RPH t) Service Mapping (220) RPH u) Flowcharting (222) RPH v) Benchmarking (230) RPH w) Characteristics of Services. (7)V x) Buying Roles. (67) V y) Service Failure. (88) V z) Service Blueprint. (136) V aa) TARP. (263)V bb) Dimensions of Service Leadership (284)V cc) External Marketing.(289)V

LONG ANSWERS
1) Reasons for growth of Service Sector & its role in Modern Economy.(3) RPH 2) Challenges for Marketing of Services (16) RPH 3) Consumer Buying Behaviour process and factors influencing Consumer behaviour (33) RPH 4) Service Marketing Mix (7Ps) (59) RPH (101) V 5) Market Segmentation & its Steps (121) RPH 6) Ten dimensions of service quality (226) V 7) Gap Analysis (156) RPH

8) Complaint Handling (175) RPH 9) Marketing of Product v/s Marketing Services. (24) V. 10) Strategies for managing capacities to match Demand. (201) V 11) Strategies for Demand to match Capacities. (202) V 12) Internal Marketing Role, Objective, Components & Steps. (291) V
BOOKS:- Vipul Prakashan (ROMEO MASCARENHAS) RPH (Sunny Fernandes) BOTH THIRD EDITION