Exam Details
| Subject | marketing - management service marketing & customer relationship management | |
| Paper | ||
| Exam / Course | m.com. | |
| Department | ||
| Organization | Shreemati Nathibai Damodar Thackersey Womens University | |
| Position | ||
| Exam Date | April, 2018 | |
| City, State | maharashtra, mumbai |
Question Paper
Page 1 of 1
Day Date
Semester
Subject Name
Time
Code
Marks
Friday 20/04/2018
III (Fresh/ Repeater)
Marketing Management Service Marketing Customer Relationship Management
03.00 PM To 06:00 PM
310204
100
Instructions: All questions carry equal marks. Attempt any five questions from the remaining.
Q.1
Define concept of services. Explain the characteristics and classification of services.
20
Q.2
What do you understand by the term Blue-print? Discuss the use of technology in designing the service sector.
20
Q.3
Explain the role of people. Process and physical evidence in service sector.
20
Q.4
State the significance of customer relationship management. Explain marketing of services with reference to airlines and educational institutes.
20
Q.5
Explain the importance and growing need for customer relationship management.
20
Q.6
What do you understand by CRM? State its relevance in today's competitive market and explain the need to sustain customer loyalty.
20
Q.7
Write short notes (any two)
20
Blueprinting
Marketing of services with reference to health services.
Role of advertising and sales promotion in services sector.
Day Date
Semester
Subject Name
Time
Code
Marks
Friday 20/04/2018
III (Fresh/ Repeater)
Marketing Management Service Marketing Customer Relationship Management
03.00 PM To 06:00 PM
310204
100
Instructions: All questions carry equal marks. Attempt any five questions from the remaining.
Q.1
Define concept of services. Explain the characteristics and classification of services.
20
Q.2
What do you understand by the term Blue-print? Discuss the use of technology in designing the service sector.
20
Q.3
Explain the role of people. Process and physical evidence in service sector.
20
Q.4
State the significance of customer relationship management. Explain marketing of services with reference to airlines and educational institutes.
20
Q.5
Explain the importance and growing need for customer relationship management.
20
Q.6
What do you understand by CRM? State its relevance in today's competitive market and explain the need to sustain customer loyalty.
20
Q.7
Write short notes (any two)
20
Blueprinting
Marketing of services with reference to health services.
Role of advertising and sales promotion in services sector.
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