2 i] > 1? 12 ry > “ 9 19 “eo + > ds > as 7 bo vad > ds ae a a 2 aig me oS ais 3 Please write your Exam Roll No.) Exam Roll No. - END TERM EXAMINATION ‘Tarp /FreTH/NINETH ‘SemesTeR [MBA] DEC.-JAN_ . 'S 215/MSP 311/ BMS © subject-Sersice Marketing | 0 characteristics of services vis-a-vis goods? What s of these characteristics for an interstate bus Qi. What are the basic are the implications service? Explain the elements of services marketing, Hlustrate your answer with suitable examples. Briefly explain the Gaps Model of service quality mix. Illustrate your answer with suitable examples. Q4. What kind of actions customers can take in response f® service Hilure? Why is it important for a Serr’ firm to have a strong service avery strategy? Iilustrate your answer with suitable examples. Why it is important to understand the congumer buying behavior? Explain the differences betwet “Search, Experience and credence” qualities. Discuss their ‘implications for services © qnarketers. Give itable examples. What is the difference between desired service and adequate service? Why would a services marketer weed to understand both: types of service expectations? em Briefly explain the services triangle giving suitable examples Why are Banviee employees critical to the success ef any service organization? Q8. What is customer satisfaction, and why is it So important? Discuss the factors that influence the customer satisfaction. Write short notes on any two of the following: ae Service blueprinting y Service quality dimensions (c) ‘Technology in services (d) Delivering services through the web (e) Customers role in services () Services marketing in Health Care www ~ ontiveseva nek Qo