Exam Details
| Subject | Marketing of Services | |
| Paper | ||
| Exam / Course | Management Programme | |
| Department | School of Management Studies (SOMS) | |
| Organization | indira gandhi national open university | |
| Position | ||
| Exam Date | December, 2016 | |
| City, State | new delhi, |
Question Paper
What are the implications of the 'Services Marketing Triangle' Explain with the help of suitable examples.
Explain the different modes of service delivery in international trade of services, giving suitable examples.
Describe the non-monetary costs involved in the following services
Health Services
Credit Cards
Suggest some consumer sales promotion schemes which can be used by a business hotel to manage its demand.
Explain the significance of determining
demand patterns by a service organization.
Select any service organization of your
choice and describe its demand patterns and
the underlying causes.
What are the various kinds of product
support services? What is the importance
of these services for marketers of tangible
goods? Explain giving suitable examples.
4. Write short notes on any three of the following:
Reasons for growth of the service sector
Promotional strategies for educational services
Channels of distribution for banks
Gronroos Perceived Service Quality Model
Physical Evidence
Select any service organization of your choice and develop a service guarantee for it. Justify how the guarantee developed by you is a good one.
Given below is a copy of a mail sent by an organization to M/s. ABC Car Rentals Ltd. Review the communication and give a brief account of actions you would have taken if you ever receive such a mail.
Mr. S Mohan President June 15/ 2014 ABC Car Rental Ltd.
Dear Mr. Mohan,
I was contacted by Mr. Ajay Gupta in December 2013 regarding our requirements for car rentals and how your company might be able to serve us. I find myself needing to order for these services for a large international convention we are organizing in August 2014 and therefore decided to contact your company for information. Instead of obtaining information. I am totally frustrated. First I went to your website. "Cool", I thought", I can click on the buttons and get information." Wrong, no help there. so I tried to e-mail you from that site didn't work. Additionally, there was no e-mail address on either letterhead or your website. My next step was a phone call. I called and got a menu. I pressed the number for the sales department. Then I had a wait through another menu to get a sale person. Ajay was a good choice, I thought/ wrong. He's out of the office, so I followed his instructions and pressed 222 for someone else-more voice mail. Okay, then I pressed "O" for an operator. "All I want is talk to someone in sales/" I told the lady who answered. I was transferred to someone who picked up the phone and hung up. So I'll go elsewhere for my requirements.
A. Roy Vice-President
Explain the different modes of service delivery in international trade of services, giving suitable examples.
Describe the non-monetary costs involved in the following services
Health Services
Credit Cards
Suggest some consumer sales promotion schemes which can be used by a business hotel to manage its demand.
Explain the significance of determining
demand patterns by a service organization.
Select any service organization of your
choice and describe its demand patterns and
the underlying causes.
What are the various kinds of product
support services? What is the importance
of these services for marketers of tangible
goods? Explain giving suitable examples.
4. Write short notes on any three of the following:
Reasons for growth of the service sector
Promotional strategies for educational services
Channels of distribution for banks
Gronroos Perceived Service Quality Model
Physical Evidence
Select any service organization of your choice and develop a service guarantee for it. Justify how the guarantee developed by you is a good one.
Given below is a copy of a mail sent by an organization to M/s. ABC Car Rentals Ltd. Review the communication and give a brief account of actions you would have taken if you ever receive such a mail.
Mr. S Mohan President June 15/ 2014 ABC Car Rental Ltd.
Dear Mr. Mohan,
I was contacted by Mr. Ajay Gupta in December 2013 regarding our requirements for car rentals and how your company might be able to serve us. I find myself needing to order for these services for a large international convention we are organizing in August 2014 and therefore decided to contact your company for information. Instead of obtaining information. I am totally frustrated. First I went to your website. "Cool", I thought", I can click on the buttons and get information." Wrong, no help there. so I tried to e-mail you from that site didn't work. Additionally, there was no e-mail address on either letterhead or your website. My next step was a phone call. I called and got a menu. I pressed the number for the sales department. Then I had a wait through another menu to get a sale person. Ajay was a good choice, I thought/ wrong. He's out of the office, so I followed his instructions and pressed 222 for someone else-more voice mail. Okay, then I pressed "O" for an operator. "All I want is talk to someone in sales/" I told the lady who answered. I was transferred to someone who picked up the phone and hung up. So I'll go elsewhere for my requirements.
A. Roy Vice-President
Other Question Papers
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Subjects
- Accounting and Finance for Managers
- Advanced Strategic Management
- Bank Financial Management
- Capital Investment and Financing Decisions
- Consumer Behaviour
- Economic and Social Environment
- Electronic Banking and IT in Banks
- Employment Relations
- Ethics And Corporate Governance In Banks
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- Management of Financial Services
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- Management of Marketing Communication and Advertising
- Management of New and Small Enterprises
- Management of Public Enterprises
- Management of R&D and Innovation
- Managerial Economics
- Managing Change in Organisations
- Marketing for Managers
- Marketing of Financial Services
- Marketing of Services
- Marketing Research
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- Organisational Dynamics
- Organizational Design, Development and Change
- Product Management
- Production/Operations Management
- Project Management
- Quantitative Analysis for Managerial Applications
- Research Methodology for Management Decisions
- Retail Management
- Risk Management In Banks
- Rural Marketing
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- Social Processes and Behavioural Issues
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- Wage and Salary Administration
- Working Capital Management