What are services? Discuss the powerful forces that are transforming service markets.
[6 marks]Discuss various perceived risks in purchasing and using services.
[6 marks]Explain the ‘flower of service’ concept and identify each of the petals. What insights does this provide for service marketers?
[6 marks]Explain how services are delivered in cyberspace.
[6 marks]Discuss different queuing configurations used by service organizations.
[6 marks]Draw and explain a service blueprint of a service organization of your choice.
[6 marks]Discuss dimension of service environment.
[6 marks]Explain the wheel of successful HR in service firms.
[6 marks]Explain dimensions of service quality.
[6 marks]Discuss types of service guarantees.
[6 marks]Explain internal marketing and relationship marketing with appropriate examples.
[6 marks]Explain the three-stage model of service consumption.
[6 marks]What is price bundling? Explain how various service organizations use price bundling concept while making their pricing strategies.
[ marks]Discuss the gaps in the SERQUAL Model.
[ marks]Discuss servicescape model for consumer responses to service environment.
[ marks]What is customer Relationship Management? Explain how CRM becomes crucial in service organization.
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