Writing anything except Roll Number on question paper will be deemed as an act
of indulging in unfair means and action shall be taken as per rules.
Roll No._________________
MBA Semester III
MBA MM 102 – MARKETING OF SERVICES
MODEL PAPER
Time: 3 Hrs
MM: 80
Note:
1. All Questions are compulsory in Section A. Section A carries 20 marks.
2. Attempt FIVE questions in all from Section B, selecting ONE question either A of
B from each question. Answer of each question shall be limited up to 250 words.
Each question carries 6 marks.
3. Attempt any 3 questions in all from section C. Answer of each question shall be
limited up to 500 words. Each question carries 10 marks.
SECTION A
Choose a service company with which you are familiar and show how each of
the eight elements (8ps) of services marketing applies to a specific product.
SECTION B
2. A Define service? Describe product service continuum with example?
OR
B Explain the terms:
a.) Segmentation
b.) Marketing of services.
1.
3. A What is augmented service mix? Explain all elements of marketing mix.
OR
B What is service pricing? Write factors affecting pricing policy.
4. A Describe customer expectation with its types?
OR
B What do you understand by service productivity?
5. A What is customer-complaining behaviour?
OR
B How customer feedback helps marketer in marketing?
6. A What is services in global perspective?
OR
B What are key decisions in service marketing.
SECTION C
7.
Briefly describe quality model given by Zeithaml-Pursuraman.
8.
What is promotion mix? Explain all elements of promotion mix.
9.
10.
What is service quality Explain factors to improve service quality.
What is the service recovery paradox? Under what conditions is this paradox
most likely to hold?
Discuss recent trends in international marketing of services.
11.
Writing anything except Roll Number on question paper will be deemed as an act
of indulging in unfair means and action shall be taken as per rules.
Roll No._________________
MBA Semester III
MBA MM 102 – MARKETING OF SERVICES
MODEL PAPER
Time: 3 Hrs
MM: 80
Note:
1. All Questions are compulsory in Section A. Section A carries 20 marks.
2. Attempt FIVE questions in all from Section B, selecting ONE question either A of
B from each question. Answer of each question shall be limited up to 250 words.
Each question carries 6 marks.
3. Attempt any 3 questions in all from section C. Answer of each question shall be
limited up to 500 words. Each question carries 10 marks.
SECTION A
Choose a service company with which you are familiar and show how each of
the eight elements (8ps) of services marketing applies to a specific product.
SECTION B
2. A Define service? Describe product service continuum with example?
OR
B Explain the terms:
a.) Segmentation
b.) Marketing of services.
1.
3. A What is augmented service mix? Explain all elements of marketing mix.
OR
B What is service pricing? Write factors affecting pricing policy.
4. A Describe customer expectation with its types?
OR
B What do you understand by service productivity?
5. A What is customer-complaining behaviour?
OR
B How customer feedback helps marketer in marketing?
6. A What is services in global perspective?
OR
B What are key decisions in service marketing.
SECTION C
7.
Briefly describe quality model given by Zeithaml-Pursuraman.
8.
What is promotion mix? Explain all elements of promotion mix.
9.
10.
What is service quality Explain factors to improve service quality.
What is the service recovery paradox? Under what conditions is this paradox
most likely to hold?
Discuss recent trends in international marketing of services.
11.