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B.Com (VI Semester) Examination
COMMERCE
Paper : BCM–604 (Group–A) (New Course)
( Marketing of Services )
Full Marks : 80
Pass Marks : 35%
Time : Three Hours
1. Answer any five of the following questions : 2×5=10
(a) What is GAPS?
(b) What is customer loyalty?
(c) Define service design.
(d) What is service? Give two features of service.
(e) Explain educational services.
(f) What is 7Ps concept?
(g) Explain extended Ps.
Section—II
2. Answer any four of the following questions : 5×4=20
(a) Explain various types of services.
(b) Define service client. Explain client expectation in business.
(c) What is promotion of service? Also discuss the methods of promotion of service.
(d) How the prices of services are determined? Elaborate.
(e) Give a brief note on evolution of service marketing.
(f) Explain the term ‘SERVQUAL’.
(g) Briefly describe evolution of service marketing.
(h) Explain the importance of health services.
3. Answer any five of the following questions : 10×5=50
(a) Explain basic nature of service. Also discuss the scope and importance of services.
(b) What is customer behavior? Explain the clients’ perception in detail.
(c) Elaborate the role of information technology in marketing of services.
(d) Define service quality. Explain the parameters which serve the customer satisfaction.
(e) What is distribution of services? Explain the role of 3Ps in distribution of services.
(f) “Quality of services of subordinates the quality of product.” Do you agree with the statement? Give reason to your agreement.
(g) Suggest measures to apply technology in hospitality and tourism services.
(h) What is perception? How is client perception important in service marketing? Explain.
(i) Discuss the emerging environment for service marketing in India.
