Bachelor of Management Studies (B.M.S.) SEM VI 2019 20 Oct 2019-20 HUMAN RESOURCE HRM IN SERVICE SECTOR MANAGEMENT Question Paper - Mumbai University | munotes

Questions asked in this paper

1. Q1 } (A) fill in the blanks: { Any Seven} 7 marks
2. Q1 Service Encounter is also called as
3. Q2 In marketing, markets interact directly with the end user
4. Q3 industry refers to core sectors of economy like roads, railways. power etc
5. Q4 The is a theory and business concept evolved by a group of researchers from Harvard University in the nineties
6. Q5 in human resources refers to the gradual loss of employees over time
7. Q6 Services have inventory
8. Q7 The front-line employees are also termed as
9. Q8 High quality services contribute to higher
10. Q9 can also mean lack of consistency
11. Q10 focus of an operational control system is on guiding decisions
    • (B) State whether true or false: {Any Eight} 8
12. Q1 The DINK culture is getting stronger and spreading wider day by day
13. Q2 in the Defence force has no risk
14. Q3 Good leadership is one of the main characteristics of a healthy organization
15. Q4 Team work helps to involve employees in their assigned tasks
16. Q5 Physical evidence is important especially in case of service firms as services are tangible
17. Q6 resources professionals or consultants can train new workers
18. Q7 Teachers’ salaries are paid alongside with other civil servants
19. Q8 Healthy organizations always look for opportunities to grow
20. Q9 Globalization of the economies and globalization of business are very much independent,
21. Q10 Agents and brokers work on commission basis
22. Q2 } a) Highlight the importance of Layout and Design of Service organization. 7 marks
    • b) Explain the need and Importance of relationship marketing in service sector organization. 8
    • c) Discuss the Six Market Model. 8
    • d) Explain the elements of service encounter. 7
23. Q3 a) Explain in brief the services Triangle. 7 marks
    • b) Discuss in brief the interviewing techniques. 8
    • c) How can the manager motivate employees in Service industry? 7
    • d) What do you mean by empowerment of service workers? Explain its advantages and Paper Subject Code: 86010 Human Resource : HRM in Service Sector Management
    • a) Discuss the various quality issues in services. 7
    • b) Explain the strategies for effective service delivery through agents and brokers. 8
    • c) Explain the issues and challenges of HR faced in: 8
    • i) and health care
    • ii) Social and Charitable Services
    • d) Enumerate the reasons and strategies adopted to fill gaps in the service gap model. 7
24. Q5 a) What is Attrition in service sector? Discuss the reasons for Attrition in service sector. 8 marks
    • b) Discuss the impact of Globalization on Indian Service Sector. 7
    • c) Write short notes on: (Any Three) 15
25. Q1 of Success
26. Q2 Moment of Truth
27. Q3 Employees in Service Sector
28. Q4 Organizational Effectiveness
29. Q5 Empowerment

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