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Tuesday, December 22, 2015

B.B.A.(TELECOM MANAGEMENT): SERVICES MARKETING,Annamalai University Question Paper

Annamalai University Question Paper December 2014
B.B.A DEGREE EXAMINATION, December 2014
(TELECOM MANAGEMENT)
(THIRD YEAR)
(PART – III)
320: SERVICES MARKETING
Time: Three hours Maximum: 100 marks
SECTION - A
 Answer any TEN questions. (10 × 2 = 20)
1. What is service?
2. What is pot purchase Evaluation?
3. What is service quality?
4. What is service Expectation?
5. What is service Research program?
6. What is service Recovery?
7. What is service Triangle?
8. What is service delivery?
9. What is service promise?
10. What is service pricing?
11. Define service culture.
12. Define Marketing mix.
SECTION - B
 Answer any FOUR questions. (4 × 10 = 40)
13. What are the significance of service marketing?
14. What are the current issues involved in customer service?
15. What are the Research objectives for services?
16. How customers respond to service Failures?
17. What are the various types of Agents?
18. Bring out the processes of service Marketing communication.
SECTION - C
 Answer any TWO questions. (2 × 20 = 40)
19. Explain the services Marketing Mix.
20. Describe the benefits of customer Relationship Management.
21. Discuss the advantages and disadvantages of Franchising.
22. Elucidate the factors affecting service pricing.
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