1st mid mba ms.doc
6
VIGNAN’S INSTITUTE OF TECHNOLOGY & AERONAUTICAL ENGINEERING VIGNAN’S INSTITUTE OF TECHNOLOGY & AERONAUTICAL ENGINEERING SET-1 SET-1 BRANCH RANCH: MBA M : MBA MID ID-1 -1 ACADEMIC CADEMIC YEAR YEAR : 2011-2013 : 2011-2013 SUBJECT UBJECT : S : S ERVICES ERVICES M MARKETING ARKETING M MAX AX. . MARKS ARKS : 40 : 40 DATE ATE : : T T IME IME : 2 : 2HR HR F F ACULTY ACULTY : J : J NG SREENIVAS NG SREENIVAS ANSWER NSWER ANY ANY FOUR FOUR OF OF THE THE FOLLOWING FOLLOWING. E . EACH ACH QUESTION QUESTION CARRIES CARRIES EQUAL EQUAL MARKS MARKS 4 4X10=40 10=40 1) 1) WHAT HAT IS IS CRM? E CRM? EXPLAIN XPLAIN IN IN DETAIL DETAIL HOW OW DO DO YOU YOU THINK THINK A FIRM FIRM MAINTAINS MAINTAINS ITS ITS VALUED VALUED RELATIONSHIP RELATIONSHIP ?QQQQQQQQ ?QQQQQQQQ 2) 2) HOW OW DO DO YOU YOU DISTINGUISH DISTINGUISH MARKETING MARKETING SERVICES SERVICES FROM FROM PHYSICAL PHYSICAL SERVICES SERVICES? 3) 3) WHAT HAT IS IS CUSTOMER CUSTOMER PORTFOLIO PORTFOLIO? A ? AND ND HOW HOW A FIRM FIRM SELECTS SELECTS AN AN APPROPRIATE APPROPRIATE CUSTOMER CUSTOMER PORTFOLIO PORTFOLIO? 4) 4) EXPLAIN XPLAIN HOW HOW SERVICES SERVICES TRANSFORMED TRANSFORMED THE THE MODERN MODERN ECONOMY ECONOMY WITH WITH SUITABLE SUITABLE EXAMPLES EXAMPLES 5) 5) WHAT HAT ARE ARE THE THE STRATEGIC STRATEGIC RESPONSES RESPONSES TO TO THE THE INTANGIBILITY INTANGIBILITY OF OF SERVICE SERVICE PERFORMANCES PERFORMANCES?
Transcript of 1st mid mba ms.doc
VIGNAN’S INSTITUTE OF TECHNOLOGY & AERONAUTICALVIGNAN’S INSTITUTE OF TECHNOLOGY & AERONAUTICAL ENGINEERINGENGINEERING
SET-1SET-1
BBRANCHRANCH: MBA M: MBA MIDID-1 -1 AACADEMICCADEMIC YEARYEAR: 2011-2013: 2011-2013
SSUBJECTUBJECT: S: SERVICESERVICES M MARKETINGARKETING MMAXAX. M. MARKSARKS: 40: 40
DDATEATE: : T TIMEIME: 2: 2HRHR FFACULTYACULTY: J NG SREENIVAS: J NG SREENIVAS
AANSWERNSWER ANYANY FOURFOUR OFOF THETHE FOLLOWINGFOLLOWING. E. EACHACH QUESTIONQUESTION CARRIESCARRIES EQUALEQUAL MARKSMARKS 4 4XX10=4010=40
1)1) WWHATHAT ISIS CRM? E CRM? EXPLAINXPLAIN ININ DETAILDETAIL
HHOWOW DODO YOUYOU THINKTHINK AA FIRMFIRM MAINTAINSMAINTAINS ITSITS VALUEDVALUED RELATIONSHIPRELATIONSHIP?QQQQQQQQ?QQQQQQQQ
2)2) HHOWOW DODO YOUYOU DISTINGUISHDISTINGUISH MARKETINGMARKETING SERVICESSERVICES FROMFROM PHYSICALPHYSICAL SERVICESSERVICES??
3)3) WWHATHAT ISIS CUSTOMERCUSTOMER PORTFOLIOPORTFOLIO? A? ANDND HOWHOW AA FIRMFIRM SELECTSSELECTS ANAN APPROPRIATEAPPROPRIATE CUSTOMERCUSTOMER PORTFOLIOPORTFOLIO??
4)4) EEXPLAINXPLAIN HOWHOW SERVICESSERVICES TRANSFORMEDTRANSFORMED THETHE MODERNMODERN ECONOMYECONOMY WITHWITH SUITABLESUITABLE EXAMPLESEXAMPLES
5)5) WWHATHAT AREARE THETHE STRATEGICSTRATEGIC RESPONSESRESPONSES TOTO THETHE INTANGIBILITYINTANGIBILITY OFOF SERVICESERVICE PERFORMANCESPERFORMANCES??
VIGNAN’S INSTITUTE OF TECHNOLOGY & AERONAUTICAL ENGINEERING
SET-2
Branch: MBA Mid-1 Academic year: 2011-2013
Subject: Services Marketing Max. Marks: 40
Date: Time: 2hr Faculty: J NG SREENIVAS
Answer any FOUR of the following. Each question carries equal marks 4x10=40
1) Explain in brief
a) Zone of tolerance
b) Classification of services
2) How do you think of the role of CRM in creating competitive Advantage for the firm?
3) What is CRM? Explain the benefits that a firm can enjoy?
4) Explain the process of segmentation
5) What are the differences between marketing services and physical goods?
6) Explain the stages of loyalty.
VIGNAN’S INSTITUTE OF TECHNOLOGY & SCIENCE
SET-1
Branch: MBA Mid-1 Academic year: 2011-2013
Subject: Services Marketing Max. Marks: 40
Date: Time: 2hr Faculty: J NG SREENIVAS
Answer any FOUR of the following. Each question carries equal marks 4x10=40
1) What is CRM? Explain in detail
2) How do you think a firm maintains its valued relationship?
3) How do you distinguish marketing services from physical services?
4) What is customer portfolio? And how a firm selects an appropriate customer portfolio?
5) Explain how services transformed the modern economy with suitable examples
6) What are the strategic responses to the intangibility of service performances?
VIGNAN’S INSTITUTE OF TECHNOLOGY & SCIENCE
SET-2
Branch: MBA Mid-1 Academic year: 2011-2013
Subject: Services Marketing Max. Marks: 40
Date: Time: 2hr Faculty: J NG SREENIVAS
Answer any FOUR of the following. Each question carries equal marks 4x10=40
1) Explain in brief
a) Zone of tolerance
b) Classification of services
2) How do you think of the role of CRM in creating competitive Advantage for the firm?
3) What is CRM? Explain the benefits that a firm can enjoy?
4) Explain the process of segmentation
5) What are the differences between marketing services and physical goods?
6) Explain the stages of loyalty.
