Services Marketing and Customer Relationship

skip over 2010 (Jan-Jun) Master of descent Administration-MBA Semester 4 MK0006 Services Marketing and Customer family Management 2 Credits (Book ID xxxxxxx) Assignment Set- 1 (30 Marks) Note individually question carries 10 Marks. Answer all the questions. Q. 1 a. What do you mean by somatogenetic evidence in services? Give examples. (5 marks) b. Write a annotation on service development. (5 marks) Q. 2 a. Briefly explain the terms customer expectation and customer perception. (6 marks) b. What are the different bases for segmentation? 4 marks) Q. 3 Recall the different services offered in a bank. rate the different characteristics of services that you found excellent, average and poor in the grouchy bank. How do you think the bank apprize improve its services? (10 marks) Spring 2010 (Jan-Jun) Master of Business Administration-MBA Semester 4 MK0006 Services Marketing and Customer Relationship Management 2 Credits (Book ID xxxxxxx) Assignment Set- 2 (30 Marks) Note Each question carries 10 Marks. Answer all the questions. Q. 1 a.Discuss dodging formulation and implementation in services. (4 marks) b. Explain the scope of CRM. (6 marks) Q. 2 a. What do you mean by CRM? What are the emerging trends in CRM? (5 marks) b. Write a note on service quality with an illustration. (5 marks) Q. 3 Determine a service marketing mix for an established airline. Assume that the airline operates in more than 30 different countries and its customers are mostly regular ones. How can it distinguish its services from other competing airlines, so as to attract newer passengers? (10 marks)