Service Sector Management Prelims Question Paper 2013 – Shreya Classes

Notes:

Section 1 is compulsory & from Section 2 attempt any 3.

Section 1

Q1) Explain in brief:                                                                                               (15) Marks

(a) Explain the goods – services continuum

(b) Describe the service offering

(c)  Positioning in Services

(d) Demand Patterns

(e) Emotional benefits

(15) Marks

Q2) Mr. & Mrs. Sharma decided to celebrate their 1sr wedding anniversary party along with their friends in Hotel Flora. Mr. Sharma confirmed the booking with Mr. Ravi – restaurant manager for 27.9.04, 8.00 p.m The day was very busy for Mr. Ravi and therefore he took note of the booking mentally.

On 27^th sept Mr. Sharma and his guests started arriving. The parking was big problem, being a weekend. Finally the guests arrived in restaurant. To M. Sharma’s surprise there was no booking made for them nor there was place to visit in the lounge. When enquired Mr. Ravi was arrogant in telling Mr. Sharma that weekends booking are not done. Hence there is no reservation of table was done. Mr. Sharma was not only upset with management of restaurant but also embarrassed in front of his guests. He finally had no choice but created a scene and demanded to meet the manager in-charge

(a) List out the critical points in the case and also list out the failure points

(b) How would you recover service failure in the above case? What does the unhappy customer want?

( c) Why people are an important in hold industry?

(d) Draw a service flower for a restaurant

Section 2

                                                                                                            (10) Marks each

Q3) what are factors influencing complaining behaviors

Q4) what is service leadership? Explain the different functions of service leaders

Q5) How can you create a strong service brand.

Q6) State and explain different positioning strategies