CALCUTTA BUSINESS SCHOOL

End -Term Examination

(December 2021-February 2022)

TERM: V (2020-22) TIME ALLOTTED: 2 Hours

BATCH: 2020-22 TOTAL MARKS: 40 marks

YEAR: 2021 - 2022 MODE: CLOSED BOOK

COURSE NAME: Services Marketing

COURSE CODE: DM 22207

Answer all Questions

Q1. Mr. Sen is travelling by train (AC II tier) from Howrah to New Delhi during pandemic. List
& explain 7 dominant physical facilities and 3 other tangible communications important during
these days. 7+3 = 10 marks

Q2. You have been hired as a consultant to improve the services of a travel and tourism
company. Use the flower of services concept to support them. 10
marks

Q3. What do you mean by Service Blueprint? Design a service blueprint for a Hospital Industry
which houses 1200 beds. 3 + 7 = 10 marks

Q4. a) What are the different types of Services?

b) What do you think is the reason for success of multinational fast-food chains in India? Do
you think Indian chains have been able to make a mark abroad? Discuss with an example.
4 + 3 + 3 = 10 marks

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