Service Marketing — Summer 2022

Explain the difference between Services and Goods in detail?

What do you mean by service? Discuss its reason for growth in India.

Discuss the various methods of measuring service quality with reference to hotel industry

Explain delivery through Intermediaries & Franchising with an appropriate illustration?

Explain the services marketing mix with example.

What are the different techniques of managing Customer Expectations in this competitive environment?

Explain Electronic channels & Self Service technologies in detail?

Write a note on Gap Model of service marketing

Explain Zone of Tolerance in detail?

What do you mean by “Service Blueprint”, discuss its advantages?

Explain employee’s role in service delivery?

Explain the stages of the consumer buying process in service Marketing

Explain Yield Management?

Explain the stages of Retention Strategies in service industry

Explain: (i) Supplier Relations & (ii) Internal Relationships

Explain Service Process Redesign?

Write a note on customer relationship marketing