University Of Pune Question Paper
M. M. M. ( Semester - II ) Examination - 2010
SERVICES MARKETING
(Old 2005 Pattern)
Time : 3 Hours] [Max. Marks : 70
Instructions :
(1) Attempt any two from Q. Nos. 1 to 4.
(2) Q. 5 and Q. 6 are compulsory.
(3) Marks are indicated to the right of the paper.
Q.1) Discuss any classification of Services and explain differences between
Goods and Services. [15]
Q.2) Discuss reasons for the Growth of the Services Sector in the last
ten years. [15]
Q.3) Discuss with relevant examples the extended P/s of Services. [15]
Q.4) What are the challenges faced by Services Firms in Distribution of
Services ? [15]
Q.5) Write short notes : (Any Four) [20]
(a) Service Blueprint
(b) Requirements for Customer Retention in Service Industry
(c) GAP Model
(d) Role of Employee Training in Service Delivery
Q.6) CASE STUDY : [20]
The bus service within the X-press Municipal Corporation area was
established in 1952 to help city people commute effectively. Since then,
population of the city has grown from a mere 3,00,000 to well over
30,00,000 with even a large population living on the outskirts or in
the surrounding villages. The growth in population has also resulted
in the geographic spread of the city.
Problems of road commuting are acute despot the transport company’s
better efforts. At least 20% of the buses are off the road on any given
day due to maintenance problems. The average age of the buses and
lack of available funds to replace older buses is a major problem.
Shortage of spare parts and components is also an issue.
Due to unreliability and low frequency of bus services commuters
depend on personal modes of transport like two wheelers and cars.
Traffic snarls and pollution, high number of vehicles are all worrying
issues for the corporation.
Peak times are between 8 a.m. to 11 a.m. and 5 p.m. to 8 p.m. The
bus service cannot cope with the peak demand. Despite inability to
cope during peak hours the average revenue earned is quite low. The
transport is also over-staffed, buses are not clean, no fixed time-table
and staff is rude. If the services improve commuters would like to
use bus service. If you are appointed General Manager of X-press,
(a) How would you help X-press to become a profitable venture ?
(b) What are the service related issues you would focus on ?
M. M. M. ( Semester - II ) Examination - 2010
SERVICES MARKETING
(Old 2005 Pattern)
Time : 3 Hours] [Max. Marks : 70
Instructions :
(1) Attempt any two from Q. Nos. 1 to 4.
(2) Q. 5 and Q. 6 are compulsory.
(3) Marks are indicated to the right of the paper.
Q.1) Discuss any classification of Services and explain differences between
Goods and Services. [15]
Q.2) Discuss reasons for the Growth of the Services Sector in the last
ten years. [15]
Q.3) Discuss with relevant examples the extended P/s of Services. [15]
Q.4) What are the challenges faced by Services Firms in Distribution of
Services ? [15]
Q.5) Write short notes : (Any Four) [20]
(a) Service Blueprint
(b) Requirements for Customer Retention in Service Industry
(c) GAP Model
(d) Role of Employee Training in Service Delivery
Q.6) CASE STUDY : [20]
The bus service within the X-press Municipal Corporation area was
established in 1952 to help city people commute effectively. Since then,
population of the city has grown from a mere 3,00,000 to well over
30,00,000 with even a large population living on the outskirts or in
the surrounding villages. The growth in population has also resulted
in the geographic spread of the city.
Problems of road commuting are acute despot the transport company’s
better efforts. At least 20% of the buses are off the road on any given
day due to maintenance problems. The average age of the buses and
lack of available funds to replace older buses is a major problem.
Shortage of spare parts and components is also an issue.
Due to unreliability and low frequency of bus services commuters
depend on personal modes of transport like two wheelers and cars.
Traffic snarls and pollution, high number of vehicles are all worrying
issues for the corporation.
Peak times are between 8 a.m. to 11 a.m. and 5 p.m. to 8 p.m. The
bus service cannot cope with the peak demand. Despite inability to
cope during peak hours the average revenue earned is quite low. The
transport is also over-staffed, buses are not clean, no fixed time-table
and staff is rude. If the services improve commuters would like to
use bus service. If you are appointed General Manager of X-press,
(a) How would you help X-press to become a profitable venture ?
(b) What are the service related issues you would focus on ?
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