MMS/M06 Services Marketing Paper: MM-403 Time: Three Hours Max Marks: 70 Note: - Attempt five questions in all.

Question No. 1 is compulsory. 1. a) What is share of Service sector in Indias GDP? b) Name five top private sector banks in India. c) What is the concept of product in service marketing? d) What is the vision and mission? e) What is the concept of quality in bank service? f) What is the employee empowerment? 2. Outline basic difference in agriculture and insurance sector marketing. 3. Explain the concept of market structure, conduct and performance of a service industry. Explain with the help of Example of hotel industry. 4. Discuss the relevance of relationship marketing in case of mobile telephones and courier industry. 5. How you can build a brand in case of service industry? Also discuss ways to promote your product in retail outlets. 6. Explain various components of consumer behavior in service industry. Explain with the help of consumer traveling by air transport. 7. Explain the marketing and sales plan of a company, starting new business in area of non life insurance products in state like Haryana. 8. Discuss the marketing environment in case of service industry. Explain with reference to shopping malls.

MMS/M07 Services Marketing Paper: MM-403 Time: Three Hours Max Marks: 70 Note: - Attempt five questions in all. Question No. 1 is compulsory. 1. Write short note on the following:(a) Service vison (b) Packaging of services (c) Non profit services (d) Boundary spanners (e) Cost of learning errors (f) Customer involvement in services (g) Name two service in case of which consumers presence during the performance of service is a must. 2. What are the unique characterizes of services? What challenges they pose before service marketers? 3. Do you think we need to design a different marketing mix for services? If yes, what would be its configuration? 4. What is internal marketing and what are its benefits? How an internal marketing programme can be planned and implemented? 5. (a) what are the major issues in developing a new service product? (b) what factors influence a consumers purchase behavior with respect to purchase of a insurance plan. 6. What are different strategies for sticking a balance between demand and supply of services? 7. What are the major challenges in managing service quality? What are prerequisites of an effective service quality management programme? 8. Write short note of any two:(a) Service classification (b) Service recovery strategy (c) Relationship marketing (d) Importance of employee empowerment in service industries.

MMS/M08 Service Marketing Paper: MM-403 Time: Three hours Max. Marks: 70 Note: Attempt five questions in all. First question is compulsory. All the questions carry equal marks. 1. Write short notes on the following:(a) goods-services classification (b) Physical evidence and its relevance in service marketing. (c) Three dimensions of service management Trinity (d) Service differentiation (e) Inseparability and its relevance for services. (f) Employee empowerment. 2. Service sectors contribution to the Indian economy has been immense in recent years. Do you agree? Justify your answer with relevant facts and figures. 3. Unique characteristics of service make its marketing a challenging task. Comment. How these challenges can Business Environment overcomed by the marketers? 4. External marketing has to be supplemented with internal marketing and interactive marketing in service sector. Comment. Also discuss various internal marketing strategies that can be employed by service employers. 5. Comment on the various customers reactions to a service failure. What recovery strategies can Business Environment adopted by the marketers to overcome service failure? 6. Too much emphasis on productivity may hamper service quality. Do you agree? Comment. Also pin-point the GAP model of service quality. 7. Discuss the various stages involved in the consumer decision making process. What can be done by service marketers in different stages to outshine their competitors and get customers privilege? 8. Relationship marketing in the essence of service sector. Comment/ also pinpoint various relationship marketing strategies that can be employed by service marketers.