B.B.A. (Semester II) (CBCS) Examination Mar/Apr-2018
MANAGEMENT OF BUSINESS SERVICES
Time: 2½ Hours
Max. Marks: 70
Instructions: All questions are compulsory. Figures to the right indicate full marks.
Q.1

Choose correct alternatives:
07
is a intangible product offered to consumers.
Organization
Service
People
Business
is a revenue earning tool of Marketing Mix.
Physical Evidence
Publicity
Price
Brand
includes variety of programs designed to promote and protect company's image or individual products.
Sales promotion
Personal selling
Publicity
Advertisement
based price considers basic expenditure incurred in production and distribution as the base for calculation.
Cost
Competition
Market
Demand
The first phase of nationalization of banks in India took place in
1950
1940
1947
1969
regulates and controls the insurance industry in India.
GIC
IRDA
LIC
TRAI
Banking, legal, consultancy, transportation, advertising agency are services.
Business
Public
Infrastructure
Consumer
Q.1

Fill in the blanks:
07
is the bundle of satisfaction offered to customer.
is a type of hotel located on highways.
insurance is targeted to safeguard non-living assets.
is also known as Marketing Communication.
Services are in nature, so they can't be stored for long period of time.
level of product results in customer delight by offering unexpected benefits.
is the short term incentives offered to encourage customer for purchase.
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SLR-CU-9
Q.2
Write short notes. (Any two)
14
People in Services
Physical Evidence at Hotels
New Trends in Banking
Q.3
Write short notes. (Any two)
14
Goods V/S Services
Role of RBI
Levels of Service Product.
Q.4
Define Service. Explain the salient features of services.
14
OR
Explain the various elements of promotion mix in detail.
Q.5
Explain the Product and Promotion mix of Telecommunication services.
14
OR
Explain New Economic Policy its impact on service sector.