Master of Business Administration- MBA Semester 4 MK0015 Services Marketing and Customer Relationship Management - 4 Credits (Book ID:

: B 1328) Assignment Set -1 (60 marks)

Note: Assignment Set -1 must be written within 6-8 pages. Answer all questions. Q1. Discuss briefly about customer retention strategies in Customer relationship 10 marks management. (350-400 words)

Q2.

Explain briefly the 7Ps of marketing mix

10 marks (350-400 words)

Q3.

Explain the stages in new service development and its implementation.

10 marks (350-400 words)

Q4.

Discuss the GAP Model briefly.

10 marks (350-400 words)

Q5.

Discuss about the marketing of services in Banking sector, Airline industry, 10 marks Hospitality sector.
(350-400 words)

Q6.

Write a short notes on: A. Pricing strategies of service. B. Roles played by the customers during service delivery

5 +5 = 10 marks (200-250 each) words