'Services Marketing and Customer Relationship\r'

'Spring 2010 (Jan-Jun) maestro of Business Administration-MBA Semester 4 MK0006 †Services Marketing and customer Relationship Management †2 Credits (Book ID: xxxxxxx) engagement Set- 1 (30 Marks) Note: Each question carries 10 Marks. Answer all the questions. Q. 1 a. What do you hatch by physical evidence in run? Give examples. (5 marks) b. Write a product line on service development. (5 marks) Q. 2 a. Briefly explain the cost â€Å"customer expectation” and â€Å"customer perception”. (6 marks) b. What atomic number 18 the different bases for segmentation? 4 marks) Q. 3 draw the different services offered in a jargon. adjudicate the different characteristics of services that you found excellent, average and low in the particular bank. How do you think the bank butt joint improve its services? (10 marks) Spring 2010 (Jan-Jun) superior of Business Administration-MBA Semester 4 MK0006 †Services Marketing and customer Relationship Management à ¢â‚¬ 2 Credits (Book ID: xxxxxxx) assignment Set- 2 (30 Marks) Note: Each question carries 10 Marks. Answer all the questions. Q. 1 a.\r\nDiscuss dodging formulation and implementation in services. (4 marks) b. Explain the cranial orbit of CRM. (6 marks) Q. 2 a. What do you mean by CRM? What argon the emerging trends in CRM? (5 marks) b. Write a note on service quality with an illustration. (5 marks) Q. 3 retrieve a service marketing mix for an accomplished 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)\r\n'