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Service Marketing Assignment Questions

The document contains 20 questions related to the subject of services marketing for a Master of Business Administration course. The questions cover a range of topics including defining service marketing, the characteristics of services, marketing challenges in the services industry, the importance of physical evidence, the service process, customer purchase processes for services, factors influencing customer expectations, components of internal marketing, service failures and recovery systems, elements of a service offer and different service levels, strategies for influencing perceptions of restaurants, types of service encounters, determinants of customer satisfaction, types of expectations, the zone of tolerance, the service marketing triangle, defining and perceiving service quality, the gap model of service quality and its applications, techniques for improving service quality, and marketing of financial

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Dipti Baghel
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514 views2 pages

Service Marketing Assignment Questions

The document contains 20 questions related to the subject of services marketing for a Master of Business Administration course. The questions cover a range of topics including defining service marketing, the characteristics of services, marketing challenges in the services industry, the importance of physical evidence, the service process, customer purchase processes for services, factors influencing customer expectations, components of internal marketing, service failures and recovery systems, elements of a service offer and different service levels, strategies for influencing perceptions of restaurants, types of service encounters, determinants of customer satisfaction, types of expectations, the zone of tolerance, the service marketing triangle, defining and perceiving service quality, the gap model of service quality and its applications, techniques for improving service quality, and marketing of financial

Uploaded by

Dipti Baghel
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

Shri Shankaracharya Institute of Professional Management &

Technology
P.O. Sejbahar, Mujgahan, Raipur (C.G.)

ASSIGNMENT QUESTION

Name of Program: Master of Business Administration Semester: 3rd


Branch: Management Subject Code: 576334(76)
Subject: SERVICES MARKETING

1. Define service marketing. Briefly explain the characteristics of service.


2. Briefly describe the marketing challenges of service industry
3. Do you think ‘physical evidence’ really matters in marketing of services? Explain
4. Explain the ‘process’ as one of the important elements of marketing mix with suitable
examples
5. Discuss the three stages in the purchase process for services
6. Explain the factors influencing customer expectation of services
7. What are important components of internal marketing?
8. Define service failure. How is the identification of points of potential services failure of
paramount importance for marketer?
9. What are the different elements of service recovery system? How can a marketer make
service recovery system effective?
10. What are the components of a service offer? Also discuss different levels of service
11. Suggest strategies for influencing customer perception of Indian restaurant
12. Explain the types of Service Encounters?
13. Explain the Determinants of Customer Satisfaction?
14. What are the various types of Expectations?
15. Define Zone of Tolerance?
16. Explain the Service Marketing Triangle?
17. Define service quality what are some of the ways to perceive the same?
18. . Write an essay on ‘gap model’ of service quality. Discuss its applications.
19. What are various techniques of improving service quality?
20. What do you understand by marketing of financial services? Briefly explain its different
aspects

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