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Old June 12th, 2014, 11:32 AM
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Join Date: May 2011
Default Re: TNOU MBA-Services Marketing (MSP-42) Exam paper

Here I am giving you question paper for Tamil nadu open university MBA-Services Marketing (MSP-42) Examination in PDF file attached with it .

1. Give any five differences between Goods and Services.
2. What is meant by Segmentation?
3. Explain the employee role in service delivery.
4. What is retention? What are the steps to be taken to retain a valuable customer?
5. How do you manage the intangibility problem?
PART B — (4  15 = 60 marks)
Answer any FOUR questions.
All questions carry equal marks.
6. Explain the characteristics of services.
7. Explain the 7P's of service marketing.
8. Write in detail the factors involved in Design and Development of service marketing system in an organisation.
9. How can the various gaps of service quality be closed?
10. Write a note on the marketing management of financial services.
11. What are the steps involved in preparing Blue Print?
12. Explain in detail the impact of technology in services.



1. Explain the characteristics of service.
2. List out the factors to be considered for market segmentation.
3. What is service offer?
4. List out any five causes for service gap.
5. What are the techniques for managing service demand?
PART B — (4 × 15 = 60 marks)
Answer any FOUR questions.
6. Explain the difference between goods and services.
7. Write in detail about the 7 P’s of service marketing.
8. Give examples for the following services :
(a) Insurance.
(b) Airlines.
(c) Hotel.
9. Explain the New Service Development process in detail.
10. Write in detail about the Gaps in service quality model.
11. What is Internal Marketing? Explain the stages in developing Internal marketing program.
12. Write a note on the marketing management of rail transportation services.
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