*RAN-3440*

R A N - 3 4 4 0

RAN-3440
Third Year BBA (Semester - V) Examination
October / November - 2019
Service Management - I

Time: 2 Hours ] [ Total Marks: 50

k|Q“p : / Instructions
(1)
“uQ¡ v$ip®h¡g  r“ip“uhpmu rhNsp¡ DÑfhlu ‘f Ahíe gMhu. Seat No.:
Fill up strictly the details of  signs on your answer book
Name of the Examination:
 Third Year BBA (Semester - V)
Name of the Subject :
 Service Management - I
Subject Code No.: 3 4 4 0 Student’s Signature

(2) Figures to the right indicates marks allotted to that question

(3) Write to the point answers
(4) A
 nswers of applied questions should strictly be related to the given real life
situation and don't write just general content

1. Answer in brief (Any Five) 10

a. Give any two examples of services given at customers’ location.
b. What is non-monetary costs?
c. Match the following pairs
Service Problem Implications
a Intangibility 1 Services cannot be distributed in mass
b Inseparability 2 Services cannot be resold or returned
c Inconsistency 3 Services cannot be displayed
d Inventory 4 Standardisation in services cannot be
maintained

RAN-3440 ] [1] [ P.T.O. ]

 d. Mention various elements of service communication mix?
e. What is Emotional Labour?
f. Explain in brief why suppliers are considered as challenge for service
sector?

2. Discuss the classification of services by taking suitable examples. 13

OR

2. Discuss various factors that affect growth of service sector. Also

discuss various challenges faced by service sector in India. 13

3 a. How will you promote following services? Give your answer by

taking the help of various elements of communication mix and their
characteristics. 07
• Online Food Delivery Service
• Financial Consultancy

b. Write a note on SSTs. 06

OR

3. a. Discuss various strategies (methods) of service pricing. 07

b. Write a note on service flower. 06

4 a. What do you mean by a service blueprint? Discuss various advantages

of service blueprint. 07
b. Write a note on service process redesign. 07

OR

4 a. What do you mean by Physical Evidence? Explain various elements

of physical evidences in detail. 10
a. Explain various physical evidences which can be used at hospitals. 04

RAN-3440 ] [2] [ 2140 ]