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    Service Market Important Questions

    Uploaded by

    Vaibhav Shrotri
    The document discusses key concepts in service marketing across five units: Unit 1 defines services and their characteristics, as well as the importance of service marketing. It also discusses the marketing mix elements for services. Unit 2 covers topics like service design, targeting, segmentation, positioning, and consumer behavior in the services context. Unit 3 is about new service development, service standards, delivery, demand and capacity management. Unit 4 focuses on service blueprinting, physical evidence, pricing, revenue management, and service promotion. Unit 5 examines service quality, failure, recovery, complaint handling, guarantees and customer relationship management.

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    Service Market Important Questions

    Uploaded by

    Vaibhav Shrotri
    2K views5 pages
    The document discusses key concepts in service marketing across five units: Unit 1 defines services and their characteristics, as well as the importance of service marketing. It also discusses the marketing mix elements for services. Unit 2 covers topics like service design, targeting, segmentation, positioning, and consumer behavior in the services context. Unit 3 is about new service development, service standards, delivery, demand and capacity management. Unit 4 focuses on service blueprinting, physical evidence, pricing, revenue management, and service promotion. Unit 5 examines service quality, failure, recovery, complaint handling, guarantees and customer relationship management.

    Original Description:

    service marketing questions ccsu

    Original Title

    service market important questions (4)

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    The document discusses key concepts in service marketing across five units: Unit 1 defines services and their characteristics, as well as the importance of service marketing. It also discusses the marketing mix elements for services. Unit 2 covers topics like service design, targeting, segmentation, positioning, and consumer behavior in the services context. Unit 3 is about new service development, service standards, delivery, demand and capacity management. Unit 4 focuses on service blueprinting, physical evidence, pricing, revenue management, and service promotion. Unit 5 examines service quality, failure, recovery, complaint handling, guarantees and customer relationship management.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    2K views5 pages

    Service Market Important Questions

    Uploaded by

    Vaibhav Shrotri
    The document discusses key concepts in service marketing across five units: Unit 1 defines services and their characteristics, as well as the importance of service marketing. It also discusses the marketing mix elements for services. Unit 2 covers topics like service design, targeting, segmentation, positioning, and consumer behavior in the services context. Unit 3 is about new service development, service standards, delivery, demand and capacity management. Unit 4 focuses on service blueprinting, physical evidence, pricing, revenue management, and service promotion. Unit 5 examines service quality, failure, recovery, complaint handling, guarantees and customer relationship management.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 5

    UNIT 1

    Define Service.List the characteristics of services.

    What is service marketing. Highlight the importance of service marketing

    What is traditional marketing mix?

    Explain the need for additional the marketing mix elements in services.

    What is micro environment?

    What do you understand by the services marketing mix?

    State the differences between goods and services.

    Differentiate between internal and external marketing environment.

    LONG ANSWERS

    1.Briefly explain trends in service marketing environment.

    2.Discuss the paradigms in service marketing in detail.

    3.Explain the nature of services marketing.

    4.Discuss the upcoming concept and difficulties and challenges in service marketing?

    5. Discuss good-service continuum in detail. How service marketing different from product marketing.

    UNIT 2

    What do you mean by the term "service design"?

    Define targeting.

    What is service market segmentation?

    Write note on positioning of services.

    What do you understand by consumer behaviour?

    What is customer expectation?

    Explain customer perception of services.

    Briefly explain the basis for service market segmentation.

    Mention the types of targeting strategies.


    State the various steps of managing customer expectations.

    Discuss the concept services vis-à-vis goods,

    What are the factors influencing service consumer behaviour?

    Highlight the elements of service design

    What is meant by exceeding customer expectation?

    LONG ANSWERS

    Discuss the components of new service design. What are the challenges in service design?

    2). Elaborate on service marketing strategies...

    3) Explain the nature of consumer behaviour. What are the steps involved in consumer decision making
    processN?

    4) State the factors influencing customer perception of services. Highlight the level of customer
    expectation.

    5. Discuss the model of consumer expectation and perception. What are the strategies for influencing
    consumer perception?

    UNIT 3

    1) What is meant by new service development?

    2) Explain customer defined service standards.

    3) Write note on service delivery.

    5) Write a short note on demand management.

    6) What is capacity management?

    Short Answer Type Questions

    1) Highlight the types of new services.


    2) List the types of service standards.

    3) Discuss the service delivery strategies.

    4) Explain the factors influencing demand.

    5) Discuss optimal versus maximal use of capacity.

    6) Give service quality & significance of service quality.

    Long Answer

    1) Write the steps in new service development process. Also highlight the new service development
    success factors

    2) What are the factors necessary for appropriate service standards? Write the process for developing
    customer defined service standards.

    3) Discuss the elements and factors considered in designing service delivery system.

    4.Discuss the role of employees and customers in service delivery. Elaborate on demand and capacity
    strategies.

    5.What are the categories and perspectives of service quality? How to improve service quality?

    UNIT 4

    1.What is meant by service blueprint?

    2 Explain the term physical evidence.

    3.Write note on pricing in service.

    4. What is revenue management?

    5. Write note on service promotion.

    6 . Define service process

    7. What are the steps in managing service process?

    8. Highlight the components of service blueprint.

    9.List the elements of physical evidence.

    10.Explain pricing considerations.


    11.What are the conditions for revenue management?

    12.Discuss the role of service promotion.

    13.Explain the role of publicity in service marketing.

    LONG ANSWERS

    1) Discuss the mapping of service process. Highlight the importance of process in service marketing.

    2) What are the steps in service blueprinting? Give significance of service blueprint.

    3) Illustrate the methods of providing physical evidence. How to manage the physical evidence?

    4) Elaborate on service pricing strategies. What are the various approaches to service pricing?

    5. Write the steps of revenue management process. What are the different revenue management
    techniques?

    6) Discuss the role of advertising, sales promotion, public relations and personal selling in marketing.

    UNIT 5

    .Very Short Answer Type Questions

    1) What do you mean by service failure and why service fail ?

    2.Write note on service recovery.

    3) What is complaint handling in service marketing?

    4) Define service guarantees.

    5) Explain customer relationship management.

    Short Answer Type Questions

    1) State the dimensions of service quality.

    2) Highlight the prescriptions for closing quality gaps.


    3.List the characteristics of service guarantees.

    4) Explain the steps in service recovery process.

    5) What are the types of customer's complaints?

    Long Answer

    1)Elaborate on gap model of service quality.

    2) Discuss in detail the measurement of service quality.

    3.What are the steps in measuring service quality? State the application of SERVQUAL.

    4) Differentiate between product failure and service failure. Discuss the types and impact of service
    failure.

    5) Write the steps in handling complaints. Give guidelines for handling complaints.

    6) State the principles of service recovery management. What are the different service recovery
    techniques?

    7. Discuss the types of importance of service guarantees.

    8) Highlight the architectural elements of CRM. Write role and process of CRM.

    9) Describe the latest issues in service marketing with reference to Uber, Ola, OYO, Swiggy and Zomato.

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