Service Sector Management Question Bank 2012


0

NAVIGATOR TUTORIALS

Service Sector Management Question Bank.

Concept Testing                                      

1.        Services (2) (2)

2.        Micro Environment (65) V

3.        Service Guarantees (41) RPH

4.        Yield Management (208) V (137) RPH

5.        Customisation (183) V

6.        Predictable Cycles (208) V

7.        Brand Image (212) V

8.        Brand loyalty (214) V

9.        Functional benefits (223) V

10.    Emotional Benefits (223) V

11.    Total Quality Management (237) V

12.    Perceived quality (250) V

13.    Service Quality Dimension (250) V

14.    Service recovery (170) RPH

15.    White collar productivity (243) RPH

16.    Medical tourism (307) V

17.    Physical Goods v/s Services. (23)V

18.    Technological Environment. (65) V

19.    Political Environment.  (65) V

20.    Economic Environment.  (65) V

21.    Levels of Customer Contact. (99) V

22.    Procedural Justice. (100) V

23.    Consumer  Behaviour (100) V

24.    Sustainability. (178) V

25.    Accessibility. (178) V

26.    Positioning in Services.(192) V

27.    Random Demand Fluctuations. (208) V

28.    Demand Patterns(208) V

29.    Technical & Functional Skills of People. (250) V

30.    Relevance of Quality in Services. (250) V

31.    Service Guarantee. (269) V

32.    Moment of Truth. (296) V

 

Short Notes

a)    Goods Service Continuum (11) V (30) RPH

b)    Services Marketing Environment (22) RPH

c)    Exceeding Service Expectation (83) V

d)    Customers Perception (83) V

e)    Types of Buying Behaviour (38) RPH

f)     Service Marketing Triangle (40) RPH

g)    Service Encounters & Its Types(44, 50) RPH

h)    Zone of Tolerance (51) RPH

i)      Franchising (126) V

j)     Demand Situations (194) V

k)    Managing Constraints on Capacity (199) V

l)      Types of Branding (215) V

m)  SERVQUAL Model (240) V

n)    Service Recovery Process (173)RPH

o)    Service Management (190) RPH

p)    Vision Mission Strategy (197) RPH

q)    Service Leadership (211) RPH

r)     Service Umbrella (213) RPH

s)    Leadership styles (217) RPH

t)     Service Mapping (220) RPH

u)    Flowcharting (222) RPH

v)    Benchmarking (230) RPH

w)  Characteristics of Services. (7)V

x)    Buying Roles. (67) V

y)     Service Failure. (88) V

z)     Service Blueprint. (136) V

aa)  TARP. (263)V

bb)   Dimensions of Service Leadership. (284)V

cc)  External Marketing.(289)V

 

 LONG ANSWERS

1)   Reasons for growth of Service Sector & its role in Modern Economy.(3) RPH

2)   Challenges for Marketing of Services (16) RPH

3)   Consumer Buying Behaviour process and factors influencing Consumer behaviour (33) RPH

4)   Service Marketing Mix (7Ps) (59) RPH (101) V

5)   Market Segmentation & its Steps (121) RPH

6)   Ten dimensions of service quality (226) V

7)   Gap Analysis (156) RPH

8)   Complaint Handling (175) RPH

9)   Marketing of Product v/s Marketing Services. (24) V.

10)  Strategies for managing capacities to match Demand. (201) V

11)  Strategies for Demand to match Capacities. (202) V

12)  Internal Marketing Role, Objective, Components & Steps. (291) V

 

BOOKS:- Vipul Prakashan (ROMEO MASCARENHAS) RPH (Sunny Fernandes) BOTH THIRD EDITION

 


Like it? Share with your friends!

0
BMS Team

We, at BMS.co.in, believe in sharing knowledge and giving quality information to our BMS students. We are here to provide and update you with every details required by you BMSites! If you want to join us, please mail to [email protected].

46 Comments

Cancel reply


Warning: Undefined array key "html5" in /home/bmsnewco/public_html/wp-content/plugins/facebook-comments-plugin/class-frontend.php on line 140

Facebook comments:

This Website Is For Sale. Email us an offer we cannot refuse on [email protected] :)

X
Choose A Format
Personality quiz
Series of questions that intends to reveal something about the personality
Trivia quiz
Series of questions with right and wrong answers that intends to check knowledge
Poll
Voting to make decisions or determine opinions
Story
Formatted Text with Embeds and Visuals
List
The Classic Internet Listicles
Countdown
The Classic Internet Countdowns
Open List
Submit your own item and vote up for the best submission
Ranked List
Upvote or downvote to decide the best list item
Meme
Upload your own images to make custom memes
Video
Youtube and Vimeo Embeds
Audio
Soundcloud or Mixcloud Embeds
Image
Photo or GIF
Gif
GIF format