MAY 2021 P/ID 78014/RMB01

Time : Three hours Maximum : 80 marks

PART A — (10 × 2 = 20 marks)

Answer any TEN questions in 50 words each.

1. Define services marketing.

2. What is service aspirations?

3. Spell out the characteristics of services.

4. Recall the importance of people in services

marketing.

5. Define segmentation.

6. Outline the importance of interval marketing.

7. Define Quality gaps.

8. What is CRM?

9. State the meaning of service performance gap.

10. List out the quality standards adopted in service

sector.
11. Mention two challenges related to political
marketing.

12. Highlight two issues in the marketing of insurance

marketing.

PART B — (5 × 6 = 30 marks)

Answer any FIVE questions in 250 words each.

13. Focus on building service aspirations found

instrumental in improving the quality of services.

14. Point out and explain the substantial growth in

service sector in India.

15. Justify the usage of physical evidence in service

marketing.

16. Distinguish between place of service and process

in service marketing.

17. Compare external Vs internal orientation of

service strategy.

18. Analyse the outcome of promise Vs delivery gap in

telecom sector.

19. Do you think that service sector companies should

aim on ensuring 100% customer satisfaction
always? Justify your stand.

2 P/ID 78014/RMB01
 PART C — (3 × 10 = 30 marks)

Answer any THREE questions in 500 words each.

20. Write an essay about the future trend of growth of

service sector in India.

21. Explain the concept SERVICE SCAPES with an

example.

22. Explain SERVEQUAL model and its application

in banking sector.

23. Discuss the segmentation of market with the view

point of marketing the consultancy organisation.

24. Suggest a marketing strategy for professional

higher education in India.

––––––––––––––––

3 P/ID 78014/RMB01
MAY 2020 P/ID 78014/RMB01

Time : Three hours Maximum : 80 marks

PART A — (10 × 2 = 20 marks)

Answer any TEN questions, in 50 words each.

1. Define services marketing.

2. What is service aspiration?

3. List the seven P’s of services marketing.

4. Spellout the classification of services.

5. What is segmentation?

6. Outline the concept of marketing demand.

7. Define customer expectations.

8. How do you define CRM?

9. Spellout the quality standards adopted in sevices

marketing.
10. Give an example for ‘Delivery Gap’.

11. Quote two issues in finance services marketing.

12. Mention why customer attention is vital in travel

industry.

PART B — (5 × 6 = 30 marks)

Answer any FIVE questions, in 250 words each.

13. Explain the factors fuelling growth of services.

14. Discuss the concept of service triangle.

15. “Can services be branded”? – Justify your answer.

16. Distinguish between place of service and product.

17. Enumerate the factors relevant to internal

marketing of services.

18. Should a company always attempt to achieve

100% customer satisfaction? What is your stand?
Why?

19. Draw a blue print of services for a hospital of your

choice.

2 P/ID 78014/RMB01
 PART C — (3 × 10 = 30 marks)

Answer any THREE questions, in 500 words each.

20. Explain how blue printing is essential in devising

strategy for services marketing.

21. List those services where there is price

competition and non-price competition. Analyze
the strategies for there two categories.

22. Discuss the SERUEQUAL model used in service

market.

23. Enumerate the role of branding and advertising in

marketing of public utility services.

24. Discuss the elements in developing effective

communication to employee about service quality.

––————————

3 P/ID 78014/RMB01
MAY 2022 P/ID 78014/RMB01

Time : Three hours Maximum : 80 marks

PART A — (10 × 2 = 20 marks)

Answer any TEN questions in 50 words each.

1. Define Services.

2. What is meant by “Zone of Tolerance”?

3. Write short on Service Marketing Mix.

4. Give example for Service-Good mix.

5. What is Service Recovery?

6. Examine the need of Service Reliability.

7. Define Services Marketing Strategy.

8. Write a brief note on Service Orientation.

9. What is Perceived Service Quality?

10. State the Purpose of Service Delivery System.

11. Briefly explain Service Performance Gap.

12. Give examples of Professional Services.

 PART B — (5 × 6 = 30 marks)

Answer any FIVE questions in 250 words each.

13. Show the Importance of Services Marketing in

Developing Countries.

14. Discuss the Growth of Service Sector in India.

15. Examine the Role of Distribution Channels in a

Service Industry.

16. Describe the Dimensions of Service Quality.

17. Mention the five Gaps in Service Quality.

18. Examine the Factors influencing Customer

Expectations in Service Marketing.

19. Inspect the Types of Hospitality Services with

example.

PART C — (3 × 10 = 30 marks)

Answer any THREE questions in 500 words each.

20. Illustrate the Process of Service Blueprinting with

a suitable example.

21. Describe the Elements of Marketing Mix for

Services.

2 P/ID 78014/RMB01
22. Elucidate the Strategies for managing Demand
and Supply in Services Marketing.

23. Evaluate the Impact of Service Quality on

Customer Relationship Management.

24. Explain the Classification of Financial Services

with examples.

———————

3 P/ID 78014/RMB01
DECEMBER 2022 P/ID 78014/RMB01

Time : Three hours Maximum : 80 marks

PART A — (10 × 2 = 20 marks)

Answer any TEN questions in 50 words each.

1. What is Service Management?

2. How Pricing impacts Services Marketing?

3. Define Service Blueprinting.

4. Give example for Service Innovation.

5. Define Servicescape.

6. What is meant by Service Recovery?

7. Define Intangible Service.

8. What is Market Segmentation?

9. Define Service Quality.

10. What are the Purposes of Service Delivery

System?

11. Write a brief note on Service Strategy

12. Name few Public Utility Services.

 PART B — (5 × 6 = 30 marks)

Answer any FIVE questions in 250 words each

13. List down the Characteristics of Services

Marketing.

14. Discuss the Challenges in Service Design.

15. Explain the Role of Technology in Service

Marketing Process.

16. Suggest and Interpret Strategies for Closing the

Service Quality Gaps.

17. Explain the Components of Service Quality.

18. Outline the Characteristics of Financial Services.

19. Examine the Factors influencing Service Quality.

PART C — (3 × 10 = 30 marks)

Answer any THREE questions in 500 words each.

20. Discuss the Evolution and Growth of Service

Sector in India.

21. Evaluate the various Distribution Channels of

Services.

2 P/ID 78014/RMB01
22. Elucidate the Strategies for managing Demand
and Supply in Services Marketing.

23. Illustrate Service Quality Gap Model.

24. Describe the Types Professional Services Firms

with examples.

———————

3 P/ID 78014/RMB01
DECEMBER 2021 P/ID 78014/RMB01

Time : Three hours Maximum : 80 marks

PART A — (10 × 2 = 20 marks)

Answer any TEN questions in 50 words each.

1. Define Services Marketing.

2. What is meant by Service Blueprinting?

3. Give example for Pure Tangible Good.

4. Define Pricing.

5. What is Service GAP?

6. What is meant by Service Capacity Planning?

7. Define Internal Marketing.

8. Write a brief note on Service Quality.

9. What is Service Delivery System?

10. How to measure Customer Expectations in Service

Delivery?

11. Define Professional Services.

12. Name few Public Utility Services.

 PART B — (5 × 6 = 30 marks)

Answer any FIVE questions in 250 words each.

13. Interpret the Characteristics of Services.

14. Examine the Challenges of Service Design.

15. Evaluate the different Distribution Channels in a

Service Business.

16. Describe the Dimensions of Service Quality.

17. Discuss the External Orientation of Service

Strategy.

18. Inspect the Strategies for Closing the Service

Quality Gaps.

19. Mention the Characteristics of Financial Services.

PART C — (3 × 10 = 30 marks)

Answer any THREE questions in 500 words each.

20. Enumerate the Classification of Services.

21. Describe the various Pricing Strategies of

Services.

2 P/ID 78014/RMB01
22. Examine the need of Market Segmentation and
Demand Forecasting in Service Organisations.

23. Demonstrate Service Quality Gap Model.

24. Discuss the Growth of Hospitality Services in

India with examples.

———————

3 P/ID 78014/RMB01
DECEMBER 2020 P/ID 78014/RMB01

Time : Three hours Maximum : 80 marks

SECTION A — (10 × 2 = 20 marks)

Answer any TEN questions each in 50 words.

1. What is services marketing?

2. Bring out the characteristics of services.

3. Outline the concept of physical evidence.

4. State Marketing Mix in services marketing.

5. Define capacity planning.

6. List down the importance of internal marketing.

7. What is Quality Gaps?

8. Define customer relationship management.

9. Recall the meaning of service performances gap.

10. What is ‘Promise’ in services marketing?

11. Mention two reasons why customer care is

important in tourism sector.

12. Quote two issues related to educational services.

 SECTION B — (5  6 = 30 marks)

Answer any FIVE questions each in 250 words.

13. What is blueprinting? What are the stages

involved in a blueprint preparation?

14. How can services be classified? Discuss with

examples.

15. How can process management help in marketing

of services?

16. Do you think that physical evidence can influence

marketing of services? Give reasons for your
answer.

17. Distinguish between external Vs internal

orientation of service strategy.

18. Interpret promise Vs Delivery gap in service

sectors.

19. What are the essential components of telecom

services?

SECTION C — (3  10 = 30 marks)

Answer any THREE questions each in 500 words.

20. Discuss in detail on the usage of technology in

enhancing the growth of service sector.

2 P/ID 78014/RMB01
21. Explain the concept of SERVICES CAPES model
with an example.

22. Discuss in detail how capacity planning is used to

find out demand and supply gap.

23. What are the five dimensions of service quality?

Explain in detail.

24. Using 7 P’s of services marketing, develop a

strategy to market credit card of banks.

———————

3 P/ID 78014/RMB01