University Of Pune Question Paper
B. B. A. ( Semester - V ) Examination - 2013
(D) MANAGEMENT OF SERVICES
(Specialisation - I : Service Sector Management)
(New 2008 Pattern)
Time : 3 Hours] [Max. Marks : 80
Instructions :
(1) Question No. 1 is compulsory.
(2) Attempt any four out of the remaining.
(3) Give suitable examples wherever possible.
Q.1) (A) How is Marketing of Services different than Marketing of
Tangible Products ? [10]
(B) Explain different Web based Business Models in detail. [10]
Q.2) What is the importance of relationship of Service Organisation with
the Customers in Hospitality Industry ? [15]
Q.3) Explain various Strategies for Flexing Capacity to match the demand
in Service Sector. [15]
Q.4) Discuss Concepts of Service Quality, Benchmarking and Service
Quality Gaps. [15]
Q.5) What are the various Entry Strategies for Service Businesses in
International Markets ? [15]
[4372]-508 1 P.T.O.
Seat
No.
Q.6) Write short notes : (Any Three) [15]
(a) Services Classification
(b) Impact of Globalization on Services
(c) Service Brands
(d) Training of Manpower in Services Sector
(e) Importance of Physical Evidence
B. B. A. ( Semester - V ) Examination - 2013
(D) MANAGEMENT OF SERVICES
(Specialisation - I : Service Sector Management)
(New 2008 Pattern)
Time : 3 Hours] [Max. Marks : 80
Instructions :
(1) Question No. 1 is compulsory.
(2) Attempt any four out of the remaining.
(3) Give suitable examples wherever possible.
Q.1) (A) How is Marketing of Services different than Marketing of
Tangible Products ? [10]
(B) Explain different Web based Business Models in detail. [10]
Q.2) What is the importance of relationship of Service Organisation with
the Customers in Hospitality Industry ? [15]
Q.3) Explain various Strategies for Flexing Capacity to match the demand
in Service Sector. [15]
Q.4) Discuss Concepts of Service Quality, Benchmarking and Service
Quality Gaps. [15]
Q.5) What are the various Entry Strategies for Service Businesses in
International Markets ? [15]
[4372]-508 1 P.T.O.
Seat
No.
Q.6) Write short notes : (Any Three) [15]
(a) Services Classification
(b) Impact of Globalization on Services
(c) Service Brands
(d) Training of Manpower in Services Sector
(e) Importance of Physical Evidence
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