University Of Pune Question Paper
M.B.S. (Semester – I) Examination, 2014
CNO – 103 : Marketing Management Specialization – I
SERVICE MARKETING
(2013 Pattern)
Time : 3 Hours Max. Marks : 50
1. A) Describe classification services with suitable examples. 10
OR
B) Discuss the need for additional marketing mix elements for services. 10
2. A) List and define five diamensions of service quality with suitable example. 10
OR
B) Explain in detail the model used by LIC and Pizza Hut for service delivery. What are the
main diff. in these two models ? 10
3. A) Explain various strategies used by multiplex for demand management and capacity usage. 10
OR
B) Explain role of employee in achieving better customer satisfaction in Business Hotel. 10
4. A) Develop a service blue print for issuing demand draft. Make and state necessary
assumptions. 10
OR
B) Explain importance of physical evidence with example. 10
5. A) Develop a marketing mix for Kesary tours and travels. 10
OR
B) Develop a marketing plan for a low cost air line for the financial year 2014-2015.
M.B.S. (Semester – I) Examination, 2014
CNO – 103 : Marketing Management Specialization – I
SERVICE MARKETING
(2013 Pattern)
Time : 3 Hours Max. Marks : 50
1. A) Describe classification services with suitable examples. 10
OR
B) Discuss the need for additional marketing mix elements for services. 10
2. A) List and define five diamensions of service quality with suitable example. 10
OR
B) Explain in detail the model used by LIC and Pizza Hut for service delivery. What are the
main diff. in these two models ? 10
3. A) Explain various strategies used by multiplex for demand management and capacity usage. 10
OR
B) Explain role of employee in achieving better customer satisfaction in Business Hotel. 10
4. A) Develop a service blue print for issuing demand draft. Make and state necessary
assumptions. 10
OR
B) Explain importance of physical evidence with example. 10
5. A) Develop a marketing mix for Kesary tours and travels. 10
OR
B) Develop a marketing plan for a low cost air line for the financial year 2014-2015.
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