SERVICE MARKETING QUESTION BANK

 

UNIT II – MARKETING OF SERVICES

2 Marks Questions (Remembering)

1. Define services.

2. What is service marketing?

3. Mention any two characteristics of services.

4. What are the 7 P’s in service marketing?

5. Define service product.

6. What is the service life cycle?

7. Define service pricing.

8. Mention any two factors affecting service pricing.

9. What is service location?

10. Define channels of service distribution.

11. What is meant by promotion in services?

12. Define promotion mix.

13. What is the role of people in service marketing?

14. Define physical evidence in services.

15. What is meant by process in services?

16. What is service communication?

17. Mention any two examples of physical evidence in services.

18. What is the role of service employees?

19. Define employee training in the context of service marketing.

20. What is meant by “service as a process”?

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5 Marks Questions (Understanding)

1. Explain the concept and importance of service marketing.

2. Describe the 7 P’s of service marketing mix.

3. What is a service product? Explain its components.

4. Explain the stages of the service life cycle.

5. Discuss the factors affecting the pricing of services.

6. Explain the importance of service location and distribution channels in services.

7. Discuss the role of promotion and communication in service marketing.

8. What are the elements of the promotion mix in services?

9. Explain the role of people in service marketing.

10. Describe the importance of training service employees.

11. Explain the concept of “service as a process.”

12. What is physical evidence? Explain its importance in service delivery.

13. Discuss how customer experience is influenced by service employees.

14. Explain how the “process” and “physical evidence” elements differentiate services from goods.

15. Discuss the role of place and promotion in the success of service firms.

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10 Marks Questions (Application/Analysis)

1. Discuss the extended 7 P’s of service marketing with suitable examples.

2. Explain in detail the various stages of the service life cycle and their marketing implications.

3. Analyze the factors influencing the pricing of services and their strategic importance.

4. Evaluate the importance of physical distribution (place) and communication in service marketing.

5. Discuss the role of people, process, and physical evidence in creating a positive service experience.

6. Explain how employee behavior and training affect service quality and customer satisfaction.

7. “Promotion and communication play a vital role in building service brand loyalty.” — Discuss.

8. Illustrate with examples how service marketing differs from product marketing.

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UNIT III – MANAGING SERVICE QUALITY AND SECTORAL APPLICATIONS

2 Marks Questions (Remembering)

1. Define service quality.

2. What is the SERVQUAL model?

3. Mention any two dimensions of SERVQUAL.

4. What is the importance of service quality management?

5. Define banking services.

6. Mention two functions of HRM in banking services.

7. What are hotel services?

8. Define customer care.

9. What is insurance service?

10. Mention two types of transport services.

11. Define consultancy services.

12. Mention two types of consultancy services.

13. Define tourism services.

14. What is meant by entertainment services?

15. Define telecommunication services.

16. What is the importance of HRM in hotel services?

17. Mention any two challenges in transport services.

18. What are educational services?

19. What is the scope of banking services?

20. Mention one example each of financial and legal consultancy.

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5 Marks Questions (Understanding)

1. Explain the meaning and importance of managing service quality.

2. Describe the SERVQUAL model of service quality.

3. Explain the key dimensions of the SERVQUAL model.

4. Discuss the scope and importance of banking services.

5. Explain the role of HRM in banking services.

6. Describe the scope and importance of hotel services.

7. Explain the profile of hotel services and the role of HRM in customer care.

8. Explain the concept and importance of insurance services.

9. Describe the challenges faced by transport services in India.

10. Explain the difference between passenger and goods transport.

11. Discuss the concept and types of consultancy services.

12. Explain the marketing mix formulation for tourism services.

13. Discuss the role of HRM in improving service quality in hotels.

14. Explain the importance of relationship building in educational and telecommunication services.

15. Discuss the role of service quality in the success of the insurance and banking sectors.

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10 Marks Questions (Application/Analysis)

1. Discuss the SERVQUAL model in detail and explain its application in different service sectors.

2. Explain how service quality can be managed and maintained in the banking and hotel industries.

3. Compare and contrast the marketing mix for tourism and entertainment services.

4. Analyze the scope, importance, and challenges of the transport services sector in India.

5. Evaluate the role of HRM and customer care in hotel and banking services.

6. Explain the scope, importance, and marketing strategies of consultancy services (legal, technical, financial, medical).

7. Discuss the marketing mix formulation for education and telecommunication services.

8. “Managing service quality is essential for long-term customer retention in service industries.” — Discuss with examples.

9. Examine the impact of technology and human resources in delivering high-quality services across sectors.

10. Evaluate the challenges and opportunities in managing service quality across different service industries.