Mumbai Educational Trust’s

Institute of Management
Bhujbal Knowledge City, MET League of Colleges, Adgaon, Nashik – 422 003

END Term Exam Nov-Dec’2022 (Conducted in Feb’23) MBA II-Sem III (Pattern – 2019)
Subject: Services Marketing Subject Code: 304- MKT
Date and Time 10.02.2023 10.30- 01.00 Total Marks: 50
Note: 1) Solve all the Questions 2) All Questions carry equal marks 3) SMS language is not allowed
1) Answer Any 5 Out of 8 (2 Marks Each) i.e. 5 x 2 = 10 Marks
A) Define Services.
B) Explain intangible characteristics of services
C) Explain servicescapes
D) What is service blue print
E) State the role of consumer behavior in services
F) Explain demand management
G) Explain service marketing triangle
H) Write a note on event management services

2) Answer Any 2 out of 3 (5 Marks Each) i.e. 2 x 5 = 10 Marks

A) State nature of consumer behaviour in services
B) Explain maintaining relations with consumer is important in services
C) Explain low contact and high contact services

3) Answer Any 1 i.e.1 x10 = 10 Marks

A) Explain GAP model of service quality
Or
B) Discuss major issues and challenges of service communication in India

4) Answer Any 1 i.e.1 x10 = 10 Marks

A) Explain consumer behaviour in service and factors influencing consumer expectation in services
Or
B) Importance of people element in service marketing - Explain

5) Answer Any 1 i.e.1 x10 = 10 Marks

A) Explain application of service marketing to Healthcare sector
Or
B) Discuss need of measuring service quality