Service sector 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16.

Explain the importance of services sector in Indian economy? What are the environmental factors influencing services marketing? What are services? How are they different from goods? What are the challenges a services marketer has to face in marketing services? A marketer should have complete knowledge about goods and services continuum. Explain? Explain the following terms (a) Search attributes (b) Experience attributes (c) Credence attributes Explain the factors influencing customer expectation of services? What do you mean by moment s of truth? Explain critical incidents. Explain consumer buying process? Explain the product mix and services industry? What do you mean by core product and supplementary product? How would you design a new product for a bank? What do you by flower of service? How is it assisting a service marketer a designing a product? Explain pricing objectives of service marketing? Explain cost based pricing/ competitive based pricing/ value based pricing. illustrate different marketing communication mix for service and explain in detail the role played by personal selling/ advertising/ word of mouth/ sales promotion/ publicity and public relations/ instructional materials/ corporate design. Explain the role of positioning in service marketing. What do you mean by blue printing? How is different from service mapping? What marketing strategies are available to overcome fluctuations in demand? What are the various effects that the service environment can have on people? Explain the role of service environmental dimension. What do you mean by internal marketing? Explain the significance of internal marketing from the point of view of service marketing? Explain the important of people mix and bring out the significance of HRM in service sector. What are the challenges faced by service marketer while branding service? What do you segment the market for tourism product? What are the bases of marketing segmentation of services? Explain gap model of services quality with help of suitable example? How to measure services quality using SERVQUAL technique? What are the dimensions of quality? What are the essentials of an effective services recovery strategy? Write a note on complaint handling? Explain the term productivity in a service context. Explain different strategies to be adopted for improving services productivity? What are the implication of the service profit chain for services management? Explain the activity service leadership in the content of changing scenario of services sector? Why to integrate marketing, operations and human resources in services management? Explain the significance of services marketing triangle in facing the challenges of service marketing? Explain inseparability / inconsistency / inventory / intangibility / and the related challenges? What are the different ways of distributing services? Explain the role play by franchising / electronic channel / agents and brokers in distributing services. Critically evaluate the future of Indian services sector in India?

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