Service Marketing — Summer 2023

What is a Service? Explain the role of services in the Indian economy?

Describe the four broad categories of services with suitable examples

Discuss the service leadership and culture in detail

Discuss significance of non monetary costs in pricing of services by taking the example of financial services.

Explain the Role of customers in service delivery?

Discuss the importance of physical evidence in context of airline industry.

Explain the concept of flower of service.

What are the unique features of services and how it different from goods?

Explain Self Service Technologies with examples.

Write the note on: service GAP model

Describe in brief different strategies for matching capacity and demands?

Explain the Wheel of Loyalty.

Write a brief note on CRM.

What strategies will you use for developing loyalty bonds with customers?

What is the importance of frontline employees in a service firm?

Explain Service Process Redesign?

Identify some of the measures that can be used to encourage long term Relationships with customers.