Bachelor of Management Studies (B.M.S.) SEM V 2019 20 Nov 2019-20 MARKETING SERVICES MARKETING Question Paper - Mumbai University | munotes

Questions asked in this paper

• 2.Figures to the right indicate marks. OS

1. Q1 (A) Match the column (any Eight) SS SE Produced & consumed at same place Perishability People Based Services “The graphical depiction ofaservice Self Service Creates individuality in the product
2. Q1 (B) State where the following statements are true or false (any seven) 7 marks
   • 1. Teaching is service:
   • 3. Customers participate. in process of services
   • 5) She Public Relations is and maintain image of service marketer SERVQUAL is developed by Parasuraman, Zeithaml and Berry Misleading claims backed by poor is one of the ethical issues in service strategy is.a combination of the global strategy, the multinational strategy and plays vital mix because it gives perception of the quality price and the extended P‘s of marketing
   • (A) Explain the distinctive characteristics of services and its implications. Distinguish Goods marketing and Services Marketing (07) 8
   • (C) What are the different ways of distributing services? Explain the role played Franchising in distributing services,
   • (D) What is service mapping? Explain the four lines of
3. Q3 (A) Explain the Gap Model of service quality,
   • (B)Explain the Strategies for managing capacity to match demand:
   • (C)Explain the concept of service productivity and evaluate ways to improve productivity
   • (D)What is Service Quality? What are the five dimensions of quality?
4. Q4 (A) what are the international and global strategies in Services:marketing? S 8 marks
   • (B) Explain the concept of zone of tolerance with an 7
   • (C) What are the recent trends in marketing of 8
   • (D) What are the unethical practices in service marketing with Suitable-examiples? 7
5. Q5 (A) Explain the different and factors favouring adoption of transnational strategy
6. Q5 Write a short of the following 15 marks
   • a) Options for Service
   • b) Importance of people Variations in-customer involvement
   • d) Truth?
   • e). “Challenges Service

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