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BA7052-Services Operations Management
BA7052-Services Operations Management
BA7052-Services Operations Management
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BA 7052 SERVICES OPERATIONS MANAGEMENT
Part - A
1. Define Service.
2. What is Value added services?
3. List some Government services.
4. What is preindustrial society?
5. Write Short note on sources of service sector growth.
6. What is service package?
7. What is an explicit service?
8. What is strategic services vision?
9. What is service delivery system?
10. Distinguish between goods and services
11. What is open system view?
12. Write short note internet strategies.
13. What is an environmental strategy?
14. What is service classification?
15. Definition and Perspectives of Services
16. What is Service package?
17. What is Various Sectors Constitute Service Industry?
18. Why Classifying Services?
19. What are pure services?
20. Why do organizations need strategy?
Part – B
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BA 7052 SERVICES OPERATIONS MANAGEMENT
Unit 2
Part – A
Part - B
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BA 7052 SERVICES OPERATIONS MANAGEMENT
Unit 3
Part – A
Part –B
1. Explain the front office management with neat diagram and examples.
2. Discuss the functions and role of front office and back office.
3. What are the ways in which an organisation can tackle the problems of customer gaps?
4. Explain the role of SERVQUAL model with example.
5. Explain the concept of GAP model with example.
6. Write a brief note on expected quality of services and the delivered quality of services.
7. With examples enumerate the strategies adopted by the service marketers in service recovery.
8. Explain service encounter with detail.
9. Explain the role of complaint and service recovery managements in business transactions.
10. Illustrate the use of walk through audit as a diagnostic instrument to evaluate the gaps in the service
delivery system.
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BA 7052 SERVICES OPERATIONS MANAGEMENT
Unit – 4
Part – A
Part - B
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BA 7052 SERVICES OPERATIONS MANAGEMENT
Unit – 5
Part – A
Part – B
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