MS-65 Marketing of Services

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ASSIGNMENT

Course Code : MS-65

Course Title : Marketing of Services

1. Being a customer relationship manager of a luxurious hotel, you have received a mail from Mr. Mehta. He and his family stayed at your hotel last week. He has complained that the quality of food served was not satisfactory. Also, he has criticized the staff members that they did not listen to his complaint patiently. What steps would you take in response to this letter?

2. As a manager of a multiplex cinema house (Movie Theatre), what marketing strategies would you use to overcome demand and supply challenges?

3. Explain the product support services that a car manufacturer can provide to its customer for gaining competitive advantage.

4. Discuss the importance of physical evidence in context of airline industry.

5. Explain the Gronroos model of services quality taking the example of healthcare services.

6. Why internal marketing is important in case of services? Give suitable examples in support of your answer.

7. Explain differences between search, experience and credence quality. Give example of services that are high in experience quality. How do high experience qualities affect consumer behavior?

8. Discuss significance of non monetary costs in pricing of services by taking the example of financial services.

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