ASSIGNMENT QUESTION PAPER

DRIVE
PROGRAM

SUBJECT CODE &

NAME
BK ID
CREDIT & MARKS

Q.No
1
A
2
A
3

Fall 2015
MBADS (SEM 4/SEM 6)
MBAFLEX/ MBA (SEM 4)
PGDROMN (SEM 2)
ML0015-Services Marketing and Customer Relationship Management
B 1808
4 Credits, 60 marks

Marks
Questions
Discuss the eight different demand situations of Service.
Eight different demand situations
10
Elaborate GAP analysis in detail.
Explanation of GAP Model.

10

Total Marks
10

10

Interaction plays a lead role in building customer relationships. Explain CIM in this
context.
Explanation of CIM
5
10
Explanation of Methods
5

4
A

What are the various types of conflicts in marketing services?

Explanation of types
10

10

A
6

Elaborate the important steps that service providers should bear in mind while
implementing one to one marketing.
Explanation
10
10
Positioning a service in the marketplace is much like positioning a product. Explain
Service positioning and its purpose with the help of an example.

Explanation of service positioning

Explanation of purposes
Example
*A-Answer

2
6
2

10

Note Answer all questions. Kindly note that answers for 10 marks questions should be approximately
of 400 words. Each question is followed by evaluation scheme.