NOVEMBER 2015 77375/PMD10

Time : Three hours Maximum : 75 marks

PART A — (10  1 = 10 marks)

Answer any TEN questions.

1. What is service management?

2. What is a service environment?

3. What do mean by service delivery system?

4. How do direct customers differ from indirect

customers?

5. What are the implications of ‘insperability’?

6. What is physical evidence?

7. What is ‘overfull demand’?

8. What is service recovery?

9. What is systematic listening?

10. What is Service Gaps?

11. What is quality information system?

12. Point out the different types of hotels.

 PART B — (5  5 = 25 marks)
Answer any FIVE questions.
13. Describe the characteristics of service.
14. Explain the elements of customer service.
15. How are customer relationship maintained? Explain.
16. Describe importance of promotion.
17. Explain the need for capacity planning.
18. What are the various determinants of effective
service delivery?
19. Describe the five dimensions of service quality.

PART C — (4  10 = 40 marks)
Question No : 20 is compulsory.
Answer any THREE questions from Q. No. 21 to 24.
20. List out the features of marketing of services.
21. Discuss the various factors for managing capacity.
22. Discuss the strategy for managing capacity to
match demand.
23. Enumerate the factors leading to the growth of
Health Care industry in India.
24. State and explain the tools of sales promotion in
financial services sector.
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2 77375/PMD10