Bachelor of Management Studies (B.M.S.) SEM VI 2022 2023 Apr 2023 S ELECTIVE HUMAN RESOURCE HRM IN SERVICE SECTOR MANAGEMENT Question Paper - Mumbai University | munotes

Questions asked in this paper

1. Q1 (a) State whether the following statements are ‘True’ or ‘False’ (Any Eight) 8 marks
2. Q1 Services are characterized only by homogeneity
3. Q2 Services marketing first came into existence in the 1980’s
4. Q3 Management does not help the organization to achieve its objective
5. Q4 Service quality is the key of survival to all servicing companies
6. Q5 Management can lose its authority and power by empowering its employees
7. Q6 Employees face real challenges in suppressing their true feelings
8. Q7 Brokers bring buyers and sellers together while assisting in negotiation
9. Q8 A public sector organization is one that is operated by the government
10. Q9 Social enterprises can be structured as a for-profit
11. Q10 The causes of low morale can vary by business
12. Q1 (b) Match the Columns: (Any seven) 7 marks
13. Q2 Heterogeneity b. Intangible
    • c. Makes it difficult to establish standard
14. Q8 Internal marketing h. Establish a long term relationship with customers
15. Q9 Interactive marketing i. Employee knows strengths & weakness of organization
16. Q10 Front line services Grab the attention of the market
17. Q2 Answer any two from the following
    • (a) Explain the meaning and features of services. 8
    • (b)What are the reasons for growth of service sector? 7
    • (c) How is service culture developed in organization? 8
    • (d) Discuss the six market model. Paper Subject Code: 86010 Human Resource : HRM in Service Sector Management 7
18. Q3 Answer any two from the following
    • (a) Service triangle. Explain briefly. 8
    • (b) Strategies for managing emotional labour. Explain briefly. 7
    • (c) Explain the challenges in recruitment in service sector. 8
    • (d) How can the manager motivate employees in service industry? 7
19. Q4 Answer any two from the following
    • (a) What do you mean by service quality? Explain its dimensions. 8
    • (b) Explain the service gap model. 7
    • (c) Reasons and strategies adopted to fill the gaps in service gap model. Explain? 8
    • (d) Discuss advantages and challenges of delivering services through agents and
20. Q5 Answer any two from the following
    • (a) Discuss the reasons for attrition in service sector. 8
    • (b) Discuss cycle of failure, cycle of mediocrity, and cycle of success. Write Short Notes on: (Any three) (15) 7
21. Q1 Organizational effectiveness
    • v) Quality issues in service

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