Service Marketing — Winter 2022

Explain the characteristics of services and How are they different from goods?

Explain the flower petal model.

Clarify the differences among the four broad categories of service, provide examples for each and explain the service management challenges related to each of the four categories.

Elaborate on the three main approaches of service pricing.

What is the implication for a firm of delivering service through both physical and electronic channels?

Explain the services marketing mix.

As a manager of AK multiplex cinema house (Movie Theatre), what marketing strategies would you use to overcome demand and supply challenges?

Explain the dimensions of ambient conditions and how each can influence customer response to the service environment.

Draw the service blueprint of any one of the following services: (1) Hospital (2) Movie The

Write down short note on: Gap model of service marketing.

Describe all the relationship development strategies.

Why do customers switch service providers? Can you do anything as a marketer to prevent the customers from switching?

Explain how evolution of customers’ relationship takes place and depict service recovery strategies useful for firm to maintain long term customer’s relationship.

Name and explain various self services technologies in services delivery.

Explain the Zone of Tolerance in Details.

Explain CRM. Explain the wheel of customer loyalty briefly.

Explain why the marketing, operations, and human resource management Functions in service organizations need to be closely coordinated and integrated. Page 1 of 1