Solapur University Question Paper
M.B.A. (Semester – IV) Examination, 2014
SERVICES MARKETING (Group A (Old) Paper – IV)
(Marketing Management) (Paper – XXIX)
Day and Date : Tuesday, 13-5-2014 Max. Marks : 70
Time : 11.00 a.m. to 2.00 p.m.
N.B. : 1) Q. No. 1 and Q.No. 7 is compulsory.
2) Solve any 2 questions from 2, 3 and 4.
3) Solve any 1 question from 5 and 6.
1. a) State whether true or false : 7
i) Intangibility is the main characteristics of services marketing.
ii) SERVQUAL model is developed by Gronroos.
iii) Asthetics are the part of physical evidence or environment.
iv) GAP model is developed by Philip Kotler.
v) Service-profit-chain includes loyalty of customers.
vi) Highly trained and skilled staff is the requirement of services marketing.
vii) People, people, people and people are the 4 P’s of marketing mix of
services.
b) Give suitable examples of following terms : 7
i) Pure goods
ii) Goods accompanying with services
iii) Hybrid
iv) Services accompanying goods
v) Pure services
vi) Industrial services
vii) Consumer services.
Seat
No.
SLR-XY – 65
2. a) What do you understand by industrial and consumer goods ? Give comparison
between two terms. 7
b) Demand variation is the feature of services marketing. Give measures to
respond to changes in demand. 7
3. Write short notes (any two) : 14
i) Service life cycle
ii) Importance of physical evidence
iii) Service-profit-chain.
4. Write short notes (any two) : 14
i) Challenges before services marketing in India.
ii) Service as a process and as a system.
iii) Reshaping demand using effective pricing.
5. Services marketing plays an important role in the development of economy.
Give the characteristics of services marketing and importance of people in
services marketing. 14
6. “Technology is playing an important role in services marketing.” Explain the
statement with supporting examples. 14
7. Tourism industry is the best source to earn foreign exchange to the country like
India.
Give 7 P’s of Tourism industry and suggest strategies to improve tourism
in India. 14
_________________
M.B.A. (Semester – IV) Examination, 2014
SERVICES MARKETING (Group A (Old) Paper – IV)
(Marketing Management) (Paper – XXIX)
Day and Date : Tuesday, 13-5-2014 Max. Marks : 70
Time : 11.00 a.m. to 2.00 p.m.
N.B. : 1) Q. No. 1 and Q.No. 7 is compulsory.
2) Solve any 2 questions from 2, 3 and 4.
3) Solve any 1 question from 5 and 6.
1. a) State whether true or false : 7
i) Intangibility is the main characteristics of services marketing.
ii) SERVQUAL model is developed by Gronroos.
iii) Asthetics are the part of physical evidence or environment.
iv) GAP model is developed by Philip Kotler.
v) Service-profit-chain includes loyalty of customers.
vi) Highly trained and skilled staff is the requirement of services marketing.
vii) People, people, people and people are the 4 P’s of marketing mix of
services.
b) Give suitable examples of following terms : 7
i) Pure goods
ii) Goods accompanying with services
iii) Hybrid
iv) Services accompanying goods
v) Pure services
vi) Industrial services
vii) Consumer services.
Seat
No.
SLR-XY – 65
2. a) What do you understand by industrial and consumer goods ? Give comparison
between two terms. 7
b) Demand variation is the feature of services marketing. Give measures to
respond to changes in demand. 7
3. Write short notes (any two) : 14
i) Service life cycle
ii) Importance of physical evidence
iii) Service-profit-chain.
4. Write short notes (any two) : 14
i) Challenges before services marketing in India.
ii) Service as a process and as a system.
iii) Reshaping demand using effective pricing.
5. Services marketing plays an important role in the development of economy.
Give the characteristics of services marketing and importance of people in
services marketing. 14
6. “Technology is playing an important role in services marketing.” Explain the
statement with supporting examples. 14
7. Tourism industry is the best source to earn foreign exchange to the country like
India.
Give 7 P’s of Tourism industry and suggest strategies to improve tourism
in India. 14
_________________
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