What are challenges faced by service marketers? How to deal with these challenges?
[7 marks]Discuss the extended P’s of service marketing with examples for each of them.
[7 marks]Discuss various perceived risks in purchasing and using services with examples.
[7 marks]Discuss the significance of search, experience and credence attributes for the communications strategy of a service provider.
[7 marks]Draw and explain key waiting line strategies. Write down issues to be considered in making waiting more tolerable & joyful.
[7 marks]Elaborate on the types of service process redesign.
[7 marks]How are customers’ expectations formed? Explain the difference between desired and adequate service.
[7 marks]Explain the concept of flower of service.
[7 marks]Elaborate on the three main approaches of service pricing.
[7 marks]Discuss in detail with an appropriate diagram the service GAP model
[7 marks]Draw the service blueprint of any one of the following services: (1) Super Market (2) Restaurant
[7 marks]Explain the Wheel of Loyalty.
[7 marks]Explain importance of branding in services.
[7 marks]Explain the concept of SST (Self Service Technology) with suitable example.
[7 marks]Explain the dimensions of ambient conditions and how each can influence customer response to the service environment.
[7 marks]What is emotional labor? Explain the ways in which it may cause stress for employees in specific jobs. Illustrate with suitable examples.
[7 marks]Review briefly the five dimensions of service quality (SERVQUAL). What do tangibles mean in the context of (a) an airline, (b) a bank, (c) a saloon?
[7 marks]