Exam Details

Subject services and relationship marketing (srm)
Paper
Exam / Course mba
Department
Organization Gujarat Technological University
Position
Exam Date May, 2019
City, State gujarat, ahmedabad


Question Paper

Page 1 of 3
Seat No.: Enrolment
GUJARAT TECHNOLOGICAL UNIVERSITY
MBA SEMESTER 4 EXAMINATION SUMMER 2019
Subject Code: 3549212 Date: 06/05/2019
Subject Name: Services and Relationship Marketing
Time: 10:30 AM TO 01:30 PM Total Marks: 70
Instructions:
1. Attempt all questions.
2. Make suitable assumptions wherever necessary.
3. Figures to the right indicate full marks.
Q.1
Define the following terms:
Credence Service
Jay Customers
CRM
Servicescape
Service Redesign
Low Contact Services
SST
14
Q.2

Explain briefly with diagram "Flower of Services".
07

What do you mean by "Service"? How services differ from product? Explain.
07
OR

How are customers Expectation formed? Explain the difference between desired service and adequate service with reference to a service experience of your choice.
07
Q.3

Discuss the marketing communication mix for services.
07

Explain The Wheel of Loyalty as strategies of building customer loyalty.
07
OR
Q.3

Define productive capacity? Can capacity levels sometimes be stretched or shrunk? How capacity can be adjusted to match demand?
07

The foundation underlying pricing strategy can be described as a tripod. Explain in brief.
07
Q.4

'When waiting is unavoidable make it at least tolerable.' Discuss.
07

Explain seven categories of perceived risks.
07
OR
Q.4

Prepare a blue print for a high contact, people processing service.
07

Draw the figure showing seven service quality gaps and discuss prescription for closing each one of it.
07
Page 2 of 3
Q.5
CASE STUDY:
Clearly, the traditional model of branch banking has undergone a sea change. Branches have moved on from being primarily service-oriented to sales and service outlets, with the focus on cross-selling.
The customer walks into the branch to deposit some cash. He finishes his transaction and walks over to the personal banker's desk for an account detail query. Not only does the personal banker resolve the customer's query, but is in a position to cross sell the product and service options which the customer could avail of, at preferential rates, based on his account and transaction history. Welcome to the new-age of branch of the modern bank, a one-stop financial supermarket to fulfill all the financial needs of the customer.
However, a change in mindset and focus alone is not enough. For the new model to succeed, the front-line employees have to be empowered enough to take important decisions and make preferential offers to customers in an instant manner. This would depend on the quality of information that the personal banker at the branch has at his/her fingertips. It is also necessary that the information be consistent across all branches and other direct access channels like the ATMs, phone banking, Mobile banking and Net banking, throughout the country. The customers today have become more demanding and expect 24-hour access to their bank accounts through these various channels.
In order to fulfil the requirements of the bank's employees as well as the customer, centralized processing with a data warehouse is a must. At HDFC Bank, the management embarked on this journey when it implemented the data warehousing solution, which enables the managers to have a holistic view of all relationships of the customers, helping the bank understand them and their requirements better.
The bank always had the data required to make informed decisions that would help it meet its business objective. Yet, collecting and analyzing the data was a lengthy and cumbersome process. It was stored in disparate sources ant the task of compiling and analyzing this information took a lot of time. What was required was a system whereby the business teams could easily analyze the customer transactions and banking behavior in several permutations and combinations and make it available to the customer-interfacing staff.
A full-fledged data warehouse could eliminate the time consuming hurdle of working with disparate sources. The warehouse pulls information from different transaction systems and customer interface channels, and centralizes it in a single database.
The database would enable the bank to understand the type of product that a particular customer would avail of, how frequently the customer uses that product, the transaction characteristics and the customer's banking behavior. The bank can also find out profitability of the customer which is critical in offering preferential pricing so that the relationships could not only be sustained but even enhanced. The profitability metrics are used extensively in service differentiation. Certain profitable customers are given
Page 3 of 3

customers are given the "preferred" status in service deliveries and pricing.
What differentiates a new age banking service from a traditional one?
07

What new skills are needed by new age frontline service people in a bank to provide various services to customers?
07
OR
Q.5

As a branch manager, what other services should be offered to profitable customers for service differentiation?
07

What role does technology play in providing superior service to customers in new age bank?
07



Subjects

  • accounting for managers
  • accounting for managers (afm)
  • advance marketing management
  • applied pharmaceutics
  • b2b marketing
  • banking and insurance
  • banking and insurance -ii
  • brand marketing
  • business analytics (ba)
  • business communication
  • business english (be)
  • business environment
  • business ethics
  • business ethics and corporate governance (becg)
  • business law for managers
  • business mathematics
  • business process reengineering
  • business process reengineering (bpr)
  • business statistics
  • business statistics (bs)
  • business structure and management
  • business structure and process
  • change management & organization development
  • change management and organizational development
  • company law
  • compensation management
  • computer applications
  • constitution of india
  • consumer behavior (cb)
  • consumer behaviour
  • cooperative management
  • corporate accounting (ca)
  • corporate restructuring
  • corporate tax planning
  • corporate taxation (ct)
  • corporate taxation and financial planning (ct & fp)
  • cost & management accounting (cma)
  • cost and management accounting
  • counseling skills for managers
  • creativity and innovation
  • creativity, incubation and innovation (cii)
  • cross continent business philosophy
  • cyber security and it governance (csitg)
  • database management
  • designing of operations system (dos)
  • development of human skills
  • digital marketing
  • e-commerce
  • ecological management & business
  • economics for managers (efm)
  • effective communication skills
  • elements of direct & indirect taxes
  • elements of financial accounting
  • english language
  • enterprise resource planning
  • entrepreneurial finance (ef)
  • entrepreneurship
  • environment for business
  • environment management
  • export – import policy, procedure documentation
  • export-import policy procedures & documentation
  • export-import procedures
  • family business management
  • financial accounting
  • financial management
  • financial planning
  • foreign exchange management
  • foreign language-french
  • french (foreign language)
  • fundamentals of information technology
  • fundamentals of marketing (fom)
  • gandhian philosophy for managing business (gpmb)
  • german (foreign language)
  • global human resource management (ghrm)
  • healthcare and hospital management
  • human resource development
  • human resource management
  • human resource management.
  • human skills
  • human values & business ethics (hvbe)
  • import export procedures
  • income tax (it)
  • indian economy
  • indian ethos & human quality development
  • information system audit and control
  • information systems
  • information technology and global business
  • integrated marketing communication
  • integrated marketing communication (imc)
  • intellectual property rights
  • international accounting practice
  • international business
  • international business (ib)
  • international commercial law (icl)
  • international economic environment (iee)
  • international economics (ie)
  • international finance
  • international financial management (ifm)
  • international human resource management
  • international human resource management (ihrm)
  • international marketing
  • international supply chain management
  • inventory management, material planning and management
  • inventory management, materials planning and management
  • investment banking (ib)
  • labor law
  • leadership
  • legal aspects business
  • legal aspects of business
  • legal aspects of business (lab)
  • macro economics (me)
  • management accounting
  • management control system
  • management control systems
  • management information system
  • management of cooperatives
  • management of financial planning (mfp)
  • management of financial services (mfs)
  • management of industrial relation and labour law
  • management of industrial relations and labour laws (mir & ll)
  • management principles
  • managerial communication
  • managerial communication (mc)
  • managerial economics
  • managerial economics(me)
  • managing digital innovation and transformation (mdit)
  • marketing management
  • marketing research (mr)
  • material management
  • mergers and acquisitions
  • micro economics
  • micro small and medium enterprise
  • multicultural organizational behavior (mob)
  • new entrepreneurship & innovation management
  • new venture creation
  • operation management
  • organisational dynamics
  • organizational behavior
  • organizational behaviour
  • performance management (pm)
  • principles of management (pm)
  • product & brand management (pbm)
  • product and brand management
  • product design and development
  • production & operations management (pom)
  • production and operations management
  • production management
  • project management
  • project management for entrepreneurs
  • public relation management
  • quantitative analysis - ii
  • quantitative analysis (qa)
  • quantitative analysis-i
  • relational database management system (rdbms)
  • research methodology
  • research methodology (rm)
  • retailing - ii
  • retailing and franchising (rf)
  • risk management
  • rural marketing
  • sales & distribution management
  • sales and distribution management (sdm)
  • security analysis & portfolio management
  • security analysis & portfolio management (sapm)
  • service marketing
  • services and relationship marketing (srm)
  • social entrepreneurship
  • social media analytics (sma)
  • strategic financial management
  • strategic financial management (sfm)
  • strategic human resource management
  • strategic information technology management
  • strategic management
  • supply chain & logistics management
  • supply chain and logistics management
  • supply chain management
  • supply chain management (scm)
  • system analysis and design
  • system analysis and design(sa&d)
  • talent management
  • technology and business
  • technology management
  • total quality management and world class manufacturing excellence (tqmwcme)
  • tourism and hospitality management (thm)
  • wto multilateral trading system and it’s impact on business
  • wto multilateral trading system and its impact on business(wmts-i)