Wednesday, March 13, 2013

MS-65 Marketing of Services



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ASSIGNMENT
Course Code    :       MS-65
Course Title     :     Marketing of Services

Note : Attempt all the questions and submit this assignment on or before 30th April, 2013 to the coordinator of your study center.

Q1. 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?
Ans. 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

Q2. As a manager of a multiplex cinema house (Movie Theatre), what marketing strategies would you use to overcome demand and supply challenges?
Ans. 4Ps concept applied on the movie HOUSE as a whole :
PRODUCT
For a movie to selected by the audience on the basis of the content, it needs to be clearly identifiable in its marketing — genre, stars, story, special effects, style all need to be presented aptly. A movie product is the intellectual property that can


Q3. Explain the product support services that a car manufacturer can provide to its customer for gaining competitive advantage.
Ans. Many firms strive for a competitive advantage, but few truly understand what it is or how to achieve and keep it. A competitive advantage can be gained by offering the consumer a greater value than the competitors, such as by offering lower prices or providing quality services or other benefits that justify a higher price. The strongest competitive advantage is a strategy that that cannot be imitated by other companies.

Q4. Discuss the importance of physical evidence in context of airline industry.
Ans. An airline’s service systems design specifies functions and tasks to be performed to satisfy the airline passengers. It includes the manner in which these activities are to be performed in a way that positions the airline positively in the minds of the target air travelers. Routine and periodic servicing and maintenance systems of aircraft should be strictly adhered to, if air mishaps are to be avoided or minimized. Service systems design


Q5. Explain the Gronroos model of services quality taking the example of healthcare services.
Ans. Gronroos Perceived Service Quality model
In Gronroos Perceived Service Quality model, expectations are a function of market communications, image, word of mouth, and consumer needs and learning, whereas experience is a product of a technical and functional quality,

Q6. Why internal marketing is important in case of services? Give suitable examples in support of your answer.
Ans. Internal marketing is inward facing marketing. Internal marketing is used by marketers to motivate all functions to satisfy customers. With internal marketing the marketer is really extending and developing the foundations of

Q7. 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?
Ans. SEARCH
 -is the activity of looking thoroughly

Q8. Discuss significance of non monetary costs in pricing of services by taking the example of financial services.
Ans. In recent years economists have recognized that monetary price is not the only sacrifice consumers make to obtain products and services. Demand, therefore, is not just a function of monetary price but is influenced by other costs as well. Non monetary costs represent other sources of sacrifice perceived by consumers when buying and using

Dear students get fully solved assignments
call us at :- 08263069601 
            or
mail us at  help.mbaassignments@gmail.com

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