Important MBA (BU) Question
(FMM-8/FMS-8) Service Marketing
IV Sem, MBA (Regular, EX, ATKT)
Marketing/Management/Marketing & Sales Management
Unit I
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Q.1 Briefly describe service classification. (BU 2024)
Q.2 Discuss the tools of promotion for services. (BU 2024)
Q.3 Write a note on Service life-cycle. (BU 2024)
Q.4 Define Marketing Mix. Explain 7P’s of Service Marketing Mix. (BU 2024)
Q.5 How is technology changing the nature of customer service and service offerings? (BU 2023)
Q.6 Explain the scope of service Marketing. (BU 2023)
Q.7 What is “Service Marketing Triangle”? (BU 2023)
Q.8 Analysis the different elements of marketing mix of services. Give suitable Indian examples. (BU 2023)
Q.9 Discuss service marketing and its characteristics in detail. (BU 2022)
Q.10 Explain service marketing mix and its importance for service organizations. (BU 2022)
Unit II
Q.1 Write a note on customer expectations. (BU 2024)
Q.2 Explain various strategies for influencing customer perception. (BU 2024)
Q.3 Define Services. Discuss the consumer behavior in services with live examples. (BU 2024)
Q.4 What is the meaning of Physical Evidence in Services? Explain with suitable examples. (BU 2023)
Q.5 Explain the following: (BU 2023)
(a) Zone of Tolerance
(b) Moment of Truth
Q.6 Briefly describe the four provider gaps that are the underlying causes behind the customer gap. (BU 2023)
Q.7 How will you plan to promote the following services. (BU 2023)
(a) An event management company
(b) A Gym
(c) A newly opened Restaurant
Q.8 Elaborate the term zone of tolerance in consumer behavior. (BU 2022)
Unit III
Q.1 What are the factors involved in pricing a service product? Comment. (BU 2024)
Q.2 Discuss distribution strategies and challenges in service marketing with examples. (BU 2024)
Q.3 Differentiate between goods and services. (BU 2023)
Q.4 What are the stages in service life cycle? How can they be managed. Explain with suitable examples. (BU 2023)
Q.5 Explain service life cycle with suitable example (BU 2022)
Q.6 Briefly discuss factors involved in pricing a service product. (BU 2022)
Q.7 Discuss the promotion objectives for services and tools of pro-motion in detail. (BU 2022)
Unit IV
Q.1 Write a short note on Service Profit Chain. (BU 2024)
Q.2 What are the differences between desired service and adequate service? (BU 2023)
Q.3 Why customer play a major role in services Explain. (BU 2022)
Q.4 What do you understand by service profit chain. (BU 2022)
Q.5 What do you understand by service escapes, also discuss the role and approaches of service escape. (BU 2022)
Unit V
Q.1 Discuss the measuring of customer satisfaction in service marketing. (BU 2024)
Q.2 Discuss service guarantee and complaint management. (BU 2024)
Q.3 Explain any one popular model of service quality in detail. (BU 2024)
Q.4 What is GAPS model of services quality? Discuss the various gaps and suggest strategies for bridging those gaps. (BU 2023)
Q.5 Explain the concept of quality in services. (BU 2022)
Q.6 Discuss the methods of measuring customer satisfaction. (BU 2022)
Q.7 Discuss service quality models to achieve desired quality in services. (BU 2022)
Extra Questions
Q.1 Explain the role of service sector in Indian Economy. Discuss its importance in developing economy like India. (BU 2023)
Q.2 Write short note on any two of the following. (BU 2022)
(a) Service Marketing triangle
(b) Moment of truth
(c) Role of Internet in distribution
— Best of Luck for Exam —
