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Important questions to prepare for ATKT exams:
- Describe suitable approaches for classifying services with proper justification
- What are the dimensions/ determinants of quality? Define each of them with examples.
- Distinguish between goods and services. What are the challenges faced by the service marketers?
- Describe the pricing philosophy/methods used in the Government and Private Hospitals.
- What is Benchmarking? How relevant it is in service marketing?
- Discuss in detail relevance of 8Ps in hospitality industry.
- Explain the layers and features of a service map in respect to tourism industry. Explain any one blueprint of a process in tourism industry.
- Attribute reasons for the rapid growth of service sector in the global as well as Indian context.
- What is service blueprint? How it is used for marketing human resources and operation decision in service organization?
- Discuss this in detail with relevance to airlines industry and elaborate the people elements in airlines.
- Flow charting/service mapping a service is to correlate service towards making service delivery process more simpler and consumer friendly – Do you agree? Why? Elaborate your answer keeping banking services in mind.
- Provide a GAP analysis for a Hotel Industry
Concepts
- Procedural justice
- Service failure
- Service blue print
- Pre-requisites for achieving service quality
- Dimensions of service leadership
- Moment of truth
- Service marketing trinity triangle
- Perceived quality
- Service recovery
- Zone of tolerance
Can we completely rely on these questions to get passing marks ??