Concepts:
1) Goods-service continuum
2) Marketing of services
3) Inseparability of services
4) Perishability in services
5) Technological environment,
6) Economic environment
7) Zone of tolerance
8) Service encounter
9) Service failure
10) Buying role
11) Benchmarking
12) Service life cycle
13) Flowchart
14) Positioning in services
15) Branding of service responsiveness
16) Perceived quality
17) Service quality dimension
18) Technical v/s Functional skills
19) Service recovery
20) Service leadership
21) Moment of truth
22) Internal v/s external marketing
Long questions
1) Future of tourism in India
2) Importance of IT in service
3) Steps of internal marketing
4) Explain in detail the vision and mission statement
5) Explain term and meaning of service failure and service recovery
6) Explain quality and quantity dimension of service productivity
7) Improve service quality by using SERVQUAL model in railway services
8) State gap model and how strong service brand created
9) State meaning of branding and its merits
10) Explain yield management and its application in service
11) State market segmentation and its effectiveness and steps
12) State 7Ps of all services flowchart and service mapping
13) Marketing mix of tourism and banking sector
14) Factors and types of buying behaviour
15) Technological and economic environment
16) Goods-service continuum in banking
17) State growth of service sector in India
4 Comments