University Of Pune Question Paper
B.H.M.C.T. (Seventh Semester) EXAMINATION, 2012
704 : HOSPITALITY MARKETING—II
(OLD AND NEW PATTERN)
Time : Three Hours Maximum Marks : 70
N.B. :— (i) Question No. 1 is compulsory.
(ii) Attempt any five questions from the remaining.
1. Write short notes on (any four) : [20]
(i) Measuring Customer Satisfaction
(ii) Service Encounter traid
(iii) Peripheral Evidence
(iv) Cross training
(v) Organisation of Multinational Marketing Department
(vi) Intangibility of services.
2. Explain the structure of Blue print for a service process. List any
four advantages of Blue printing. [6+4]
3. Explain how empowerment and motivation helps in enhancing
employees productivity. [10]
[4281]-706 2
4. Explain the strategies to manage demand in the service
process. [10]
5. (a) What are the essentials of handling customer complaint ? [5]
(b) Differentiate between goods and services. [5]
6. Explain five Gap Model of Service Quality and how these gaps can
be reduced. [10]
7. Explain Functional and Geographical Organisation structure of the
Marketing Department. [10]
8. What are the Management strategies adopted for Service
Business ? [10]
9. (a) How does outsourcing and automation helps in enhancing
productivity ? [5]
(b) Role of Physical Evidence in Service Process. [5]
B.H.M.C.T. (Seventh Semester) EXAMINATION, 2012
704 : HOSPITALITY MARKETING—II
(OLD AND NEW PATTERN)
Time : Three Hours Maximum Marks : 70
N.B. :— (i) Question No. 1 is compulsory.
(ii) Attempt any five questions from the remaining.
1. Write short notes on (any four) : [20]
(i) Measuring Customer Satisfaction
(ii) Service Encounter traid
(iii) Peripheral Evidence
(iv) Cross training
(v) Organisation of Multinational Marketing Department
(vi) Intangibility of services.
2. Explain the structure of Blue print for a service process. List any
four advantages of Blue printing. [6+4]
3. Explain how empowerment and motivation helps in enhancing
employees productivity. [10]
[4281]-706 2
4. Explain the strategies to manage demand in the service
process. [10]
5. (a) What are the essentials of handling customer complaint ? [5]
(b) Differentiate between goods and services. [5]
6. Explain five Gap Model of Service Quality and how these gaps can
be reduced. [10]
7. Explain Functional and Geographical Organisation structure of the
Marketing Department. [10]
8. What are the Management strategies adopted for Service
Business ? [10]
9. (a) How does outsourcing and automation helps in enhancing
productivity ? [5]
(b) Role of Physical Evidence in Service Process. [5]
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