Service Marketing - BU 2025 Question Paper

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UD-557

M.B.A. (E.T.) NEW Examination, 2025

(Fourth Semester)

Service Marketing (Mkt.Mgt./Mkt. & Sales Mgt.)

PAPER-FMM-8/FMS-8

Time : 3 Hours

[Maximum Marks : 80

Note : Attempt both Sections as directed.

Section A

(Short Answer Type Questions)

4×8=32

Note : Attempt any four questions. All questions carry equal marks.

Write a note on emergence of service economy.

What is service ? What are its characteristics and classification ?

Section B

3×16=48

(Long Answer Type Questions)

Note : Attempt any three questions. All questions carry equal marks.

What is moment of truth ? Describe it with an example.

Explain service life cycle with example ? Why its important to study SLC ?

Describe role of Internet in distribution.

What is service profit chain ? What are its characteristics ?

Write a short note on "complaint-management".

Explain service equality models and its importance.

What is marketing mix ? What is the importance of service marketing mix ? Explain with examples.

What is consumer behaviour ? What is the importance of consumer behaviour in service marketing ? Explain strategies for influencing customer perception.

Write an essay on "Product service continuum."

Who is a customer ? Why is it important to influence customer in service marketing ? Explain the role of customer in service.

"Every customer is very keen about quality of goods or service". Prove this statement in the context of concept of quality in service.

Describe all service equality models and its importance.