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Model Question Bank SM BBA CAM

This document contains a model question paper for the 5th semester BBA CAM class on the subject of Service Marketing. It includes 22 short answer questions and 20 long answer/essay questions covering key topics in services marketing such as the 7 Ps of services marketing, characteristics of services, challenges in services marketing, service product planning, the role of communication in services marketing, factors affecting the services sector, consumer decision making processes for services, measuring and auditing service quality, and segmentation, targeting and positioning strategies for services.

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Shipra Bhutani
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105 views4 pages

Model Question Bank SM BBA CAM

This document contains a model question paper for the 5th semester BBA CAM class on the subject of Service Marketing. It includes 22 short answer questions and 20 long answer/essay questions covering key topics in services marketing such as the 7 Ps of services marketing, characteristics of services, challenges in services marketing, service product planning, the role of communication in services marketing, factors affecting the services sector, consumer decision making processes for services, measuring and auditing service quality, and segmentation, targeting and positioning strategies for services.

Uploaded by

Shipra Bhutani
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Chanderprabhu Jain College of Higher Studies

&
School of Law
An ISO 9001:2015 Certified Quality Institute
(Recognized by Govt. of NCT of Delhi, Affiliated to GGS Indraprastha University, Delhi)

MODEL QUESTION PAPER

Class : BBA CAM 5th Semester

Paper Code : BBA CAM -318

Subject : SERVICE MARKETING

Faculty Name : Ms. Shipra Bhutani Uppal

SHORT QUESTIONS

Q.1 . Write short notes on:

1. Services Mix
2. Recovery of Services
3. Services Scope
4. Service Product Planning
5. Service Promotions
6. Services Distribution
7. Services Marketing Environment
8. Strategies to deal with Inconsistency
9. Proactive Service Model
10. Bases of Services Segmentation
11. Gap Model
12. Positioning
13. Market Segmentation
14. Strategies of Advertising
15. Managing phyisal evidence & service scape
16. Service Triangle
Chanderprabhu Jain College of Higher Studies
&
School of Law
An ISO 9001:2015 Certified Quality Institute
(Recognized by Govt. of NCT of Delhi, Affiliated to GGS Indraprastha University, Delhi)

17. Characteristics of Service Marketing


18. Direct Channel
19. Indirect Channel
20. Benefits of Franchising
21. Role of Franchiser
22. Role of Franchisee
23. 7 P’s of Service Marketing
24. Types of Services
25. Strategies to deal with Intangibility in Services Marketing
26. Positioning strategies in Services Marketing.
27. Role in Services Marketing
28. Discuss Micro Factors affecting Service Sector
29. Discuss Macro Factor affecting Service Sector
30. Explain Reasons For growth of services Sector in india

LONG QUESTIONS

Q1:- What is Service Marketing? Explain the characteristics of Services.

Q2:-What are the different challenges being confronted by the service industry which according
to you is most important and why?

Q3:- What is service product planning? Give example for a hotel and tourism industry.

Q4:- What is communication? Explain its role in services marketing.

Q5:- What are the key service businesses in India? What is their contribution to the growth of the
sector?
Chanderprabhu Jain College of Higher Studies
&
School of Law
An ISO 9001:2015 Certified Quality Institute
(Recognized by Govt. of NCT of Delhi, Affiliated to GGS Indraprastha University, Delhi)

Q6:- What is the contribution of service sector to the growth & development of the Indian
economy

Q7. Explain Services Strategy and organizing for Global Marketing.

Q8. Explain the factors that influence the Consumer Decision Making Process with the help of
suitable examples.

Q.9 Critically discuss the importance of services in the economic growth of a developing
country.

Q10. Explain the concept of consumer buying process of restaurant service. Explain the post
purchase behavior or use of behavior of a service customer especially in the context of
complaints managers, loyalty management and customer’s attraction.

Q11. Explain strategies to deal with Intangibility in Services Marketing with suitable examples.

Q12. Explain positioning strategies in Services Marketing.

Q14. What are the different ways by which services can be classified? Which extended element
of marketing mix are absent in the marketing of traditional products. Critically discuss their
importance in marketing of services.

Q15. Discuss various Micro and Macro Environmental Factors giving relevant examples from
the service industry .

Q16. Discuss the Indian Consumers orientation towards shopping for services. Explain in detail
the characteristics of the Indian Consumer which affect the services marketing strategy?

Q17. Explain Segmentation, Targeting and Positioning of Financial Services.

Q18. Explain the key decision in global Marketing Services.


Chanderprabhu Jain College of Higher Studies
&
School of Law
An ISO 9001:2015 Certified Quality Institute
(Recognized by Govt. of NCT of Delhi, Affiliated to GGS Indraprastha University, Delhi)

Q19. Explain Services Strategy and organizing for Global Marketing.

Q20:-How can service quality be audited. Explain the GAP Model of service quality.

Q21:- Explain the SERQUAL model for measuring the service quality. How does it help
marketers to deliver quality service?

Q22:- Explain the determinants of service quality their core features with examples of each.

Faculty signature

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