What is a Service? Explain the role of services in the Indian economy?
[7 marks]Describe the four broad categories of services with suitable examples
[7 marks]Discuss the service leadership and culture in detail
[7 marks]Discuss significance of non monetary costs in pricing of services by taking the example of financial services.
[7 marks]Explain the Role of customers in service delivery?
[7 marks]Discuss the importance of physical evidence in context of airline industry.
[7 marks]Explain the concept of flower of service.
[7 marks]What are the unique features of services and how it different from goods?
[7 marks]Explain Self Service Technologies with examples.
[7 marks]Write the note on: service GAP model
[7 marks]Describe in brief different strategies for matching capacity and demands?
[7 marks]Explain the Wheel of Loyalty.
[7 marks]Write a brief note on CRM.
[ marks]What strategies will you use for developing loyalty bonds with customers?
[7 marks]What is the importance of frontline employees in a service firm?
[7 marks]Explain Service Process Redesign?
[7 marks]Identify some of the measures that can be used to encourage long term Relationships with customers.
[7 marks]