Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
Of Management Studies
III Semester
SKILL DEVELOPMENT:
Visit any hotel and give an account of facilities provided by the management to tourists. Interact with a tourist operator and try to understand elements of tourism management. Select any service and analyze the Marketing mix involved. Proforma of medical transcriptions. List out organizations providing health care services in your area. List out different Health care services. Page 1
DBIBMS
III Semester
Visit a big Hospital and identify the managerial functions and draw a chart. Develop a Tourism package for 3/7/15 days.
DBIBMS
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III Semester
LESSON PLAN
Subject Title; Service Management Total No. of Hours: 36 Total Marks:100 Class No. 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 DBIBMS IV III II Chapter No Sub Topics to be covered Introduction I Services Phenomenon growth of service sector Reasons for the growth of service sector Role of services in Economy The concept of Services Characteristics of services Classification of services Revision, important questions Marketing Mix in Service Industry, Product in services Price, Place in services Promotion in Services people, Process in services physical evidence in services Revision, important questions Customer Involvement in Service Processes Customer behavior in Service Settings, Targeting Customers Role of Employees in service delivery Managing Relationships and building Loyalty Revision, important questions Creating delivery systems in place, Creating delivery in Cyberspace and time Enhancing Value by Improving Quality and Productivity Balancing Demand & Capacity Revision, important questions Page 3 Subject Code: 3.5 Hours/ Week: 4 IA Marks: Grades
Dept. Of Management Studies 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 VII VI V Introduction; Concept of Tourism Nature of Tourism Significance & Impact of Tourism Market Segmentation in Tourism Tourism marketing Mix Management of Travel Services Role of Travel Agencies & Travel Organization Tour Operations - Meaning and services Revision, important questions Management of Hotel Industry, Hotels Facilities The guest Cycle classification of hotels Marketing Mix of Hospitality Industry Revision, Important questions
III Semester
Development of Hospitals 44 45 Facilities 46 Personnel; Administration 47 Hospital service extensions Pharma, Mid wife Syllabus for 1st Internal Test - Chapter I, II, III and IV 2nd Internal Test - Chapter V, VI and VII
Reference Books:
1. 2. 3. 4. Shanker, Ravi, 2002, Services Marketing - the Indian Perspective; Excel Books, New Delhi; First Edition. Dr. Shajahan. S; 2001, Service Marketing (Concept, Practices & Cases); Himalaya Publishing House; Mumbai; First Edition. Lovelock, Christopher; 2001, Services Marketing - People, Technology, Strategy; Pearson Education Asia, Delhi; First Indian Reprint. H R Appannaiah and P N Reddy; 2010, Services Management; Himalaya Publishing house
DBIBMS
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III Semester
Question Bank
Chapter 1: Introduction
Section A (2 marks questions): 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. Define Services.(BBM, Dec2006, 2008) Mention any two characteristics of services. (BBM, Dec2006) What is Pure Service? What is Inseparability? What is Heterogeneity? What do you mean by Perishability? What do you mean by service Management? (BBM, Dec2007) What is Intangibility? Mention different types of services. Mention any four Service Sectors. (BBM, Nov2011) Mention any two Service Intermediaries. (BBM, Nov2011) 12. What do you understand by marketing mix?( BBM, Dec2009) 13. State different Ps of services marketing mix. Or State the components of marketing mix in service industry. 14. What is meant by physical evidence in a service firm? (BBM, Dec2006) Give a brief note on Service Management. Briefly explain the growth of Service sector.( BBM, Dec2009) Explain the factors that contributed for the growth of service sector. ( BBM, Dec2007,2008) What are the reasons for the growth of service sector. (BBM, Nov2011) Analyze the role of services in an Economy. (BBM, Dec2007,2009) Explain the various features of services.( BBM, Dec2007) Differentiate between the physical goods and services.( BBM, Dec2006, 2007, 2008,2011) Explain Different methods of classification of service.( BBM, Dec2008,2009,2011) Briefly discuss the characteristics of services.( BBM, Dec2006, 2007)
III Semester
Briefly explain the traditional marketing mix. write a brief note on advertising for services.( BBM, Dec2006) Give a note on new Ps added to the traditional once of the marketing mix. Briefly explain the Promotional mix. Bring out importance of marketing mix in service marketing. Explain in detail the Ps of Services Marketing.( BBM, Dec2009)
III Semester
Give a brief note on: a) Customer expectation, b) Perception, c) Satisfaction.( BBM, Dec2007) Analyze the evidence of service. Briefly explain the employees role in service delivery. (BBM, Nov2011) Give a note on service delivery through technology and Intermediaries. Analyze balancing demand and capacity.( BBM, Dec2007) Explain creating delivery in different place, cyber space and time. Explain the basic strategies for matching supply and demand. (BBM, Nov2011) Explain in detail, Marketing and Productivity. Explain Service quality Dimensions.( BBM, Dec2009, Nov2011) Explain the need for the Productivity and service quality.
DBIBMS
III Semester
DBIBMS
III Semester
State the facilities offered by Hospitals. State the functions of midwives.( BBM, Dec2007) State Indias advantage in Medical Transcription.( BBM, Dec2008, 2011) Write a note on Health care sector. What is Hospital? Explain its types.( BBM, Dec2006) What is hospital administration? Explain the evolution and trends in Indian Hospital administration.( BBM, Dec2008) Explain hospital administrator. Describe the marketing mix components for hospital industry.( BBM, Dec2006)
DBIBMS
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