M.Com. DEGREE EXAMINATION, APRIL 2018
Second Semester
Commerce
Elective SERVICES MARKETING
(CBCS 2017 onwards)
Time 3 Hours Maximum 75 Marks
Part A (10 x 2 20)
Answer ALL questions.
1. What do you mean by services marketing?
2. What is process?
3. What is repositioning?
4. What is customer retention?
5. What is physical evidence?
6. What is marketing unit?
7. What do you mean by customer focused services?
8. What is tourism services marketing?
9. What is Logistic services?
10. What is Insurance marketing?
Sub. Code
7MCO2E1
AFS-0523
2
Wk 7
Part B x 5 25)
Answer ALL questions, choosing either or
11. Explain the characteristics of services.
Or
Explain the service marketing planning process.
12. Explain in importance of positioning.
Or
Explain the term relationship marketing in services
marketing.
13. Explain the elements of marketing mix.
Or
Explain the process of communication of services.
14. Explain the need of Tourism marketing.
Or
Explain the significance of customer focused
services.
15. What are needs of bank marketing?
Or
Explain the needs of specific services marketing.
AFS-0523
3
Wk 7
Part C x 10 30)
Answer any THREE questions.
16. Explain in detail Vision and Mission in services
marketing.
17. Explain in detail the different levels of positioning.
18. Explain in detail the 7ps of services marketing mix.
19. Explain the latest trends and strategy of services
marketing.
20. Explain the schemes and strategies of Insurance
marketing.
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