Service Marketing Important QuestionsDibrugarh University B.Com 6th Sem CBCS Pattern
Unit – 1: Introduction
to Service Marketing
(These Questions are
subject to modification, if necessary. Download DTS app for notes)
Q. Define services. What are the
characteristics of services? 2014
Q. Define product. Distinguish between
Goods and Services. 2014, 2016
Q. What do you
mean by ‘service environment’? Explain the broad classification of services. 2018
Q. Discuss the origin and growth of
service marketing. 2015
Q. Describe the reasons
for growth of service sector in India. Also mention the service sector and its
contribution to Indian economy. 2017,
2018. 2019
Q. What do you mean by ‘service environment’? Describe the different macro-environmental and micro-environmental factors of service marketing. 2015, 2016
Q. What is services?
Discuss approaches to study services. 2019
Q. What is service marketing triangle? Explain the different components of service marketing triangle. 2017
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Unit – 2: Study of
consumer behaviour in Service Marketing
(These Questions are
subject to modification, if necessary. Download DTS app for notes)
Q. Define the concept of
consumer behaviour in services. Explain in detail the consumer purchase
decision process. Q. Discuss the importance of the study of consumer behaviour
in service marketing. 2014, 2017,
2018
Q. What is customer
expectation? Explain the factors that influence customer expectation of
service. 2019
Q. What is service expectation? Explain
various types of customer’s expectations of services. Discuss the nature and
determinants of customer’s expectation of services. 2015
Q. What are the various
customer groups? What are their distinctive characteristics? 2017
Q. Define the
term ‘perception’. Explain the process of perception in the context of service
marketing. Explain
various factors which influence customer perception towards different services. 2014, 2016
Q. Define
service market segmentation. Explain the factors that are generally considered
by marketers in service market segmentation. 2018,
2018
Q. Define Target Market.
Explain various approaches towards target market. 2019
Q. Explain the concept of marketing positioning.
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Unit – 3: Marketing Mix, Advertising, Packaging and
Branding of Services
(These Questions are
subject to modification, if necessary. Download DTS app for notes)
Q. Define ‘service
marketing mix’. Explain in detail about the elements of expanded marketing mix
in service marketing. How do they influence service business? 2016
Q. Define service market
segmentation. Explain the factors that are generally considered by marketers in
service market segmentation.
Q. Define ‘service
marketing mix’. Also discuss the ‘new service development process’. 2018
Q. What is Pricing?
Explain various strategies used for pricing the services.
Q. What are the
determinants of Service Quality? Discuss the causes behind service quality
problems. Discuss the quality model in service marketing. 2014, 2015, 2016, 2017
Q. What is sales
promotion? What are the tools of Sales Promotion? Explain with examples for any
two services. 2017
Q. Explain the meaning of advertising.
What are the roles of advertising and packaging in service sector business? 2014, 2018
Q. Define
Branding and packaging. Discuss the role of Branding and Packaging in service
marketing. 2015
Unit – 4: Marketing of Various types of Services
(These Questions are
subject to modification, if necessary. Download DTS app for notes)
1. Give a brief note on
marketing of hospital service. Explain the reasons behind the growth of
hospitality services. 2018
2. What do you understand by marketing
of educational services? Discuss the points which are significant in marketing
educational services. 2015
3. Explain the various
components of ‘financial service marketing’.
4. How do you understand a
tourism offer? Explain the marketing components of a tourism service.
5. Give a detailed picture
on marketing practices of bank and financial services providers in India.
6. What do you mean by banking? Explain about the criteria for segmentation for marketing of banking services. 2015
7. Explain the bases of segmentation of banking, hospitality, finance and educational sector. (Answer will be similar to unit 2 bases of segmentation)
8. Explain the Marketing Practices of Hospitality Serives In India.
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