B.B.A. DEGREE EXAMINATION, NOVEMBER 2017
Fifth Semester
Business Administration
Elective SERVICE MARKETING
(CBCS 2014 onwards)
Time 3 Hours Maximum 75 Marks
Part A (10 X 2 20)
Answer all questions.
1. Define service.
2. What do you mean by Pure Service?
3. State the concept of service design.
4. What is blueprinting?
5. Mention the elements of Services Marketing Mix.
6. What is called physical evidence?
7. Give examples for Franchising.
8. Who are agents?
9. What is referred as Insurance marketing?
10. What do you know about marketing of communication
services?
Sub. Code
4BBAE2A
AFF-4399
2
WS3
Part B X 5 25)
Answer all questions, choosing either or
11. Bring out the reasons for the growth of service
sector.
Or
Explain the significance of services marketing.
12. Draw the service blueprint for a hospital.
Or
Briefly explain the types of service layout.
13. Enumerate the characteristics of service marketing
mix.
Or
State the levels of product in service.
14. How do you classify services by location?
Or
Describe the benefits of Franchising.
15. Discuss the factors leading to the growth of Health
services in India.
Or
How do you formulate the marketing mix for
Telecommunication Services?
AFF-4399
3
WS3
Part C X 10 30)
Answer any three questions.
16. Discuss the impact of social environment on the growth of
services marketing in India.
17. Explain the factors to be considered in designing service
process.
18. Describe the various elements in Promotion mix.
19. Elucidate the methods of distributing services.
20. Elaborate the characteristics of marketing of financial
services.
————————