Third Year BBA (Semester - 5)

503 - Service Management

“Question Bank”

Unit 1: Introduction of Service Industry (20%)

Short Question (02Marks)

1. What is service or Define Service? March/April -2024, Nov. 2023 2023 2016 & Nov/ Dec -2013
2. Mention any two differences between goods and services. March-2023
3. Which of the following is not a service chatavteistics? Nov. 2023
• Intangibility
• Insepratibility
• Homogeneity
• Perishability
4. Explain Intangibility?
5. Explain Perishability in brief. (January
2021)
6. Give two implications (challenges) arise due to Perishability of services.
7. Match A with B Nov/ Dec -
2017
A Characteristics of Service B Resultant Implication
1 Variability 1 Service cannot be displayed
2 Simultaneous Production and Consumption 2 Mass production of Services not possible
3 Intangibility 3 Matching demand with supply becomes difficult
4 Perishability 4 Training to employees becomes necessary

8. Match the following pairs Oct/Nov -

2019
Service Problem Implication
1 Intangibility 1 Services cannot be distributed in mass
2 Inseparability 2 Services cannot be resold or returned
3 Inconsistency 3 Services cannot be displayed
4 Inventory 4 Standardisation in services cannot be maintained

9. What is physical evidence?

10. List down the factors affecting growth of service sector.
11. Explain in brief why suppliers are considered as challenge for service sector? Oct/Nov -2019
12. Improving standard of living contributes to growth of service economy explain. Nov/ Dec -2014
13. List down 7P’s of Service. Nov. 2023
14. Explain simultaneity of production and consumption of services. Nov/ Dec -2015
15. Give example of any four services which are mainly provided by NGO, s. March/April -2015
16. Give example for people processing services and mental stimulus processing services each. Mar./Apr. -2019
17. Give any two examples of services given at customers’ location. Oct/Nov -2019
18. What do you mean by credence nature of Service? List down any two examples also. March 2024
19. _____________are attributes that a customer might find difficult to evaluate even after production
or consumption of services. Nov. 2023
• Search Qualities
• Experience qualities
 • Credence qualities
• None of them
20. Classify following services in People Processing, Possession Processing, and Information Processing &
Mental Stimulus Processing Services. Nov/ Dec -2015
(i) E-filing of income tax by tax consultant
(ii) Amusement park
(iii) Mobile repairing March/April -2017
(iv) Services of an Astrologer (Jyotishi)
21. Classify following services in People Processing and Mental Stimulus Processing Services. March 2016
(i) Spa
(ii) House Panting
22. Match A with B March/April -2018
A Example of Service B Nature of Service
1 Accounting & Legal 1 People Processing
2 Laundry 2 Information Processing
3 Psychotherapy 3 Possession Processing
4 Loading & Boarding 4 Mental – Stimulus Processing
Long Questions (07 to 14 Marks)
1. Write a brief note on role & coverage of services in Indian economy. (07 Marks) March/April -2014
2. Explain various or unique characteristics of service. (07 Marks) March/April -2014 & (07 Marks) Oct/Nov -2012
3. Explain unique characteristics of services. Also discuss various implications and strategies to overcome
those problems. (13Marks) March/April -2017
4. Explain unique characteristics of service along with challenges with suitable examples. Also give
strategies to overcome those problems in brief. (13 Marks) March/April -2018,2016
5. Explain unique characteristics of services along with its implications. Also discuss various strategies
to overcome these implications. (14 Marks) March-2023, January 2021
6. List down various Characteristics of Service. Also explain problems arise due to any one
characteristics of your choice for your favorite service. (14 Marks) March 2024
7. What are unique characteristics of services? What are the implications of it on service business? Suggest
suitable strategies to manage these characteristics.(13 Marks) (March/April -2015 ) & (12 Marks) Nov/ Dec -2013
8. What are the unique characteristics of service? Also explain problems arise due to characteristics of service.
(09 Marks) Nov/ Dec -2013
9. Discuss intangibility, variability and perishability in terms of air-services. How an airline company can
overcome the problem of intangibility and perishability? (13 Marks) March/April -2019
10. As a manager, how will you overcome (starategies) problems that arise s from intangibility and
insepratability? (08 Marks) Nov. 2023
11. Define Services. Explain 7Psof services taking the example of a Bank. (07Marks)March/April -2017
12. Explain any two reasons of growth of service sector in brief. Explain n detail the classification of
services by giving suitable examples. 14 Marks March-2023
13. Discuss various factors that affect growth of service sector. Also discuss various challenges faced by
service sector in India. (08 Marks) March 2024
14. Explain various factors which are responsible for the growth of service sector. Also discuss various
challenges confronted by service sector in India. (13 Marks) March/April -2016 ,(13 Marks) (March/April -2015 ) &
(13 Marks) Nov/ Dec -2014
15. Discuss various factors affecting growth of a service sector. Also discuss various challenges confronted by
service sector in India. (13 Marks) March/April -2019
16. Discuss factors responsible for growth of service in the economy.
(07 Marks) April/May -2014 & (07 Marks) Nov/ Dec -2013
17. Discuss factors that are critical in success of service business. (07 Marks) Nov/ Dec -2013
 18. Discuss various factors that affect growth of service sector. Also discuss various challenges faced by
service sector in India. (13 Marks) Oct/Nov -2019
19. Expain any three reasons for growth of service sector in India. (06 Marks) Nov. 2023
20. What are the challenges faced by service sector in India? (07 Marks) March/April -2017, 2014 & Oct/Nov -2012
21. What are the main reasons for growing share of service sector in our country? Also discuss major
challenges confronted by service sector in India? (14 Marks) (Nov/ Dec -2015 & (14 Marks) March/April -2014
22. Explain various challenges that are being faced by a service sector in India. Also discuss various factors
that affected growth of service sector despite these challenges. (13 Marks) Nov/ Dec -2017
23. Classify and compare different banks in South Gujarat using standard criteria for service classification
(13 Marks) Nov/ Dec -2014
24. Classify Services on the basis of following Criteria 1) Level of Skill 2) Degree of Customization • 3)
Degree of Regulation. (06 Marks) March 2024
25. Explain various classification (types) of service with examples. (14 Marks) Nov. 2023
26. Give detailed classification of services. Give examples for each type. March/April -2018 (14 Marks) (Nov/ Dec
-2015), (09 & 14 Marks) Nov/ Dec -2013 & (14 Marks) March/April -2014
27. Discuss the classification of services by taking suitable examples. (13 Marks) (January 2021), Oct/Nov -2019
28. Explain detailed classification of service by taking relevant examples. (13 Marks) Nov/ Dec -2017

Unit 2: Service Marketing Mix (30%)

Short Question (02Marks)
1. List supplementary services that can be given by online food delivery firm. (January
2021)
2. What do you mean by supllementry services? March-2023
3. List down any four supplementary services for a Hotel. March/April -2016
4. What are the supplementary elements of service for BBA College?
5. Give any two supplementary services provided by a retail mall. March/April -2017
6. Draw diagram of service flower. Nov. 2023
7. Differentiate between branded house and house of brands. Nov/ Dec -2017
8. Mention various reasons why service pricing is critical. March/April -2019
9. What is "Time Cost" with reference to service pricing? March 2024
10. What is non-monetary cost? Oct/Nov -2019,March/April -2018,2015
11. What is Revenue Management? Nov/ Dec -2017
12. Define activity based costing as a method of service pricing. Nov. 2023
13. Franchising
14. Give any two benefits franchising from the franchiser’s perspective. March/April -2017
15. List two benefits and two challenges of electronic distribution of services. Nov/ Dec -2014
16. What is (SST) Self Service Technology? March/April -2016
17. Explain Integrated Marketing Communication. March/April -2018, Nov/ Dec -2015 ,2014,2013
18. What is IMC. March/April -2019
19. Define IMC. March-2023
20. What is Integrated Service Marketing Communication? (January
2021)
21. Mention various elements of service communication mix? Oct/Nov -2019

Long Questions (07 to 14 Marks)

1. What is service product? Explain components of a service product with suitable example. (07
Marks) Nov.2013
2. Explain various supplementary services given in service flower using example of your choice.
(07 Marks) Nov/ Dec -2015
3. Write a note on Service Flower. March-2023 (06 Marks) Oct/Nov -2019 (06Marks) March/April -2018
4. Explain flower of services with relevant examples. (06 Marks) March/April -2017
5. Take an example of a coaching class and discuss various core and supplementary services that can be
provided by that particular class. (07Marks) Nov/ Dec -2017
6. Explain Service Flower for Education Institute of your Choice. (14 Marks) March 2024
7. Explain Branding of services. (06 Marks) March/April -2016 & (05 & 07 Marks) Oct/ Nov -2012
8. Write a brief note on branding of services product.
(07 Marks) (January 2021), March/April -2014, (07 Marks) Nov/ Dec -2014 & (Nov/ Dec -2013
9. Differentiate between Branded House and House of Brands with an example. (03 Marks) March/April -2019
10. Discuss in brief different pricing methods (strategies) for service products.
(07 Marks) Oct/Nov -2019 (07Marks) March/April -2018, 2015, 2014 & (07 Marks) Nov/ Dec -2013
11. Draw Pricing Tripod. Explain any two types of pricing methods used for Service. (08 Marks) March
2024
12. Explain various types of non-monetary costs associated with service. (07 Marks) March-2023 & Nov. 2023
13. Write a note on non-monetary costs. (06 Marks) Nov/ Dec -2017
14. Explain role of non-monetary cost in services. (05 Marks) Nov/ Dec -2013
15. Explain in detail non-monetary costs for a Multiplex. (07 Marks) (January
2021)
16. What are non-monetary costs? Discuss different non-monetary costs in detail.
(07 Marks) Nov/ Dec -2015, (07 Marks) March/April -2014 & (07 Marks) Nov/ Dec -2014
17. Understand offering of following clinics and then reflect on your choice. (06 Marks) March/April -2016

Clinic A Clinic B Clinic C

Fees Rs. 50 Fees Rs. 85 Fees Rs.150
Located 1 hour away by car or Located 25 minutes away by car Located next to your house
Public Transport or Public Transport
Next available appointment is Next available appointment is Next available appointment is
within 3 weeks within 5 days within 1 day
Contact Hours: Mon.- Fri.(09 Am Contact Hours: Mon.- Fri.(08 Contact Hours: Mon.- Fri.(08
to 05 PM) Am to 10 PM) Am to 10 PM)
Estimated waiting time at clinic is Estimated waiting time at clinic Estimated waiting time at clinic
about 1 hour is about 30 minutes to 45 is about 00 to 15 minutes
minutes
Which clinic will you select before taking appointment of a particular day? Justify your answer with
relevant concept of service management rather than just giving answers on general basis (You can make
your own assumptions).
18. Write a note on service delivery through e- channels. (06Marks) March/April -2018
19. Mention various advantages of services delivery through e-channels. (03 Marks) March/April -2019
20. Explain Yield Management (Revenue management) in detail. With example
(08Marks) March/April -2016, 2015), (07 Marks) April/May -2014, (09 & 07 Marks) Oct/ Nov -2012
21. How a restaurant will make its revenue management? You can make your own assumptions while giving
answers. (07Marks) March/April -2018
22. How a self-financed college will make its revenue management during the time of admission? You can
make your own assumptions while giving answers. (07 Marks) March/April -2017
23. Discuss revenue management by taking an example of railways. (10Marks) March/April -2019
24. Explain Revenue Management in detail. (06 Marks) March 2024
25. Discuss intermediaries in delivery of services.
(07 Marks) March/April -2014, Nov/ Dec -2014 & Oct/ Nov -2012
26. Write a note on service delivery through Franchise. (06 Marks) (January 2021), (08 Marks) March/April -2017,
2016, 2015 ) ,(07 Marks) Nov/ Dec -2015 & (07 Marks) April/May -2014
27. Discuss service delivery through Franchising. (06 Marks) March/April -2017
28. Write a note on Self Service Technologies (SST) (06 Marks) Oct/Nov -2019, March/April -2014 & 2013
29. Discuss in brief role of customers in delivery of services. (05&07 Marks) Nov/ Dec -2013
 30. Discuss role of Marketing Communication in brief. (07 Marks) March-2023, April/May -2014
31. Mention various elements of Service Communication Mix. March 2024
32. Write a note on marketing communication mix with special reference to services.
(07 Marks) Oct /Nov -2012) (March/April -2015
33. Discuss Marketing communication through service intermediary. (07 Marks) Nov/ Dec -2014
34. Explain service marketing communication through production channel. (07 Marks) (January
2021)
35. Discuss service marketing communication by marketing channel. Also discuss service communication
generated outside the firm. (07Marks)March/April -2017
36. Which elements of marketing communication mix you will stress upon for following services. Justify your
answer. (12 Marks) Nov/ Dec -2013
a. A newly established premium hair salon in posh area.
b. Self-financed BBA College.
c. A super-specialty Hospital.
37. Identify various elements of service communication mix that can be adopted by following services.
(07Marks) (Nov/ Dec -2017)
(1) Bank
(2) A Multiplex
38. Prepare mix of service communication tools that you will use to communicate following services with
reason for using each of these tools.
(A) A weight loss Program (07 Marks) Nov/ Dec -2015
39. Discuss the promotional strategies that can be adopted by following services businesses. You need to
justify your answer, why you selected a particular promotional tool. (10 Marks) March/April -2019
• A multispecialty Hospital
• A self-finance School
40. How will you promote following services? Give your answer by taking the help of various elements of
communication mix and their characteristics. (07 Marks) Oct/Nov -2019
• Online Food Delivery Service
• Financial Consultancy
41. Think about credit card company which is engaged in enabling their customers to travel with less cash and
purchase from the market without requirement to pay in cash. It is also facilating their customers to make
payments of utility bills through credit card. (14 Marks ) April/May -2014
a) Identify different components of service product provided by this company. (06 Marks )
b) Identify type of boundary spanning roles employees of this firm will have to play. (04 Marks)
c) Identify any two of the potential conflicts employees are likely to face on the bases of their role as
boundary spanners. (04
Marks)

“Extended Marketing Mix”

Short Question (02Marks)
1. Mentioned different roles played by customer in delivery of services. March/April -2015
2. Explain in brief why Employees are important in service sector? (January
2021)
3. What do you mean by service leadership? March/April -2019
4. Define Service Blueprint. March/April -2017
5. Write any four advantages of service blue printing. March/April -2019March/April -2018, Nov/ Dec -2017, 2014
6. What do you mean by service blueprint? March-2023 , January 2021
7. What is Physical evidence? Nov/ Dec -2017, 2014
8. Mention various reasons when service process redesign is necessary. March/April -2024 2015 & Nov/ Dec -
2015
9. What do you mean by role conflicts experienced by service employees? March/April -2018, Nov/ Dec -2015
 10. What is Emotional labor? (January 2021), Oct/Nov -2019, March/April -2017March/April -2016
11. Explain briefly why Service Employees are considered as challenge for service sector. March 2024
12. Give any four examples where service and customer meet at Arm's length. March 2024
13. Mention any two importance of signs and symbols at service sight. March/April -2015

Long Questions (07 to 14 Marks)

1. Explain or Discuss roles of Employees in Service Delivery. (07 Marks) (January 2021), March/April -2019
(March/April -2018, 2016, Nov/ Dec -2017, 2015, 2012
2. Discuss different factors affecting performance of service employees. (07 Marks) Mar/Apr 2014, Nov/ Dec 2014
3. Explain Service leadership and cultural in detail. (07 Marks) March/ April -2013 & Oct/ Nov -2012,2024
4. How a organization can establish service leadership and culture? (06 Marks) (March/April -2015
5. What is service blue printing? Explain process of developing a blue print and its advantage in detail.
(07 Marks)April/May -2014& (07 Marks) March/April -2014 & (14 Marks) Nov/ Dec -2013& (07 Marks)March/ April -2013
6. What is service blue printing? Explain various components of service blueprint. Also mention any four
advantages of a service blue print. (08 Marks) March/April -2016
7. Explain any four component of service blueprint. Also draw schemetic diagram of service blueprint.
(08 Marks) Nov. 2023.
8. What do you mean by service blue printing? Discuss various advantages of a service blue print. (07 Marks)
Oct/Nov -2019
9. Draw a service blue-print for a routine college days, (you may exclude admission, exam, and other special
activities). (10 Marks) (January
2021)
10. Draw a service blue-print for a visit to a restaurant. (10 Marks) (March/April -2018
11. Prepare service blue print for restaurant services. (13 Marks) Nov/ Dec -2015
12. Draw a service blue-print for a Commercial Bank. (13 Marks) (March/April -2015
13. Prepare a service blue print for an Air Journey. (10 Marks) Nov/ Dec -2017
14. Draw a service blue print for a service of your choice. (10 Marks) March/April -2019
15. Draw thematic structure (diagram) of a service blue print. (04 Marks) March/April -2017
16. Discuss various advantages of service blueprint. (04 Marks) March/April -2017
17. Write a note on service redesign. (07 Marks)March/April -2017, Nov/ Dec -2019, 2017, 2014 ,2013, March/April -2016
18. What is service process redesign? Explain various types to redesign the service. (07 Marks) Mar./Apr. -
2013, Nov. 2024
19. Mention any four reasons for a service process redesign. (04 Marks) (January 2021), March/April -2019
20. Explain any four dimensions of service Environment in detail. (07 Marks) Oct/ Nov -2012
21. Discuss elements of ambient conditions in services scapes. (07 Marks) Nov/ Dec -2013
22. Discuss components of ambient conditions that affects service environment. (06 Marks) Nov/ Dec -2014
23. Explain various dimensions of servicescapes in detail. (07 Marks) (March/April -2018
24. Discuss role of service escapes in managing service business. (06 Marks) March/April -2017, Nov/ Dec -2015, (13
Marks) Nov/ Dec -2014, Nov/ Dec -2013
25. Explain various service roles performed by services caps. (13 Marks) March/April -2019
26. Explain Integrative Framework for designing Service Scape. (14 Marks) March/ April -2013
27. Explain how service scape induces desire behavior with the help of servicescape framework.
(14 Marks) March/April -2014
28. Draw service scape model. (04 Marks) April/May -2014
29. What is physical evidence? Explain various elements of physical evidence in detail. March-2023 (07
Marks) (January 2021), (10 Marks) Oct/Nov -2019
30. Explain various physical evidences which can be used at hospitals. (04 Marks) Oct/Nov -2019
31. Identify important Physical Evidences for an amusement park/water park. (06 Marks) March/April -2016
32. Identify important Physical Evidences for a Commercial Bank. (07 Marks) (March/April -2015
33. Identify important Physical Evidences that should be shown by Retail Mall. (06 Marks) March/April -2017
34. Mention various physical evidences used by a bank. (Do not explain) (04 Marks) March/ April -2018
35. Mention various physical evidences that can be seen in a retail mall. (Do not explain). (04 Marks) Nov. 2017
 36. List down four elemets of physical evidence for heakth care industry. Nov. 2023

Unit 3: Service Quality and Measurement (15%)

Short Question (02Marks)

1. Define service quality. (July 2021) (Mar. Apr.2020) (Mar. Apr.2014) (Oct. Nov. 2016)
2. What is service quality? March-2023
3. Define Value-based definition of Service Quality. (Mar. Apr.2016)
4. List down dimensions of Service Quality. (Oct. Nov. 2015)
5. Mentione various dimensions of SERVQUAL. March-2023
6. Why is it important to measure service quality? (Oct. Nov. 2014)
7. Explain Gap 2 in gaps model of service quality. (Oct. Nov. 2017)
8. Discuss strategies to close Gap1 in service quality. (Oct. Nov. 2014)
9. What is Gap 4 in gaps model of service quality? (Mar. Apr.2015)
10. Discuss strategies to close policy gap. (Oct. Nov. 2015)
11. What do you mean by perceptual gap? (Mar. Apr.2018)
12. List down any two solutions for removing perception gap. (Oct. Nov. 2016)
13. How to reduce perceptual gap. (Mar. Apr.2019)
14. Explain the term Quality Gap. (July 2021)
15. Which of the following is not one of the gaps in service quality Gaps Model? (Mar.2024)
1. Knowledge Gap 2. Delivery Gap 3. Communication Gap 4. Profit
16. Match the following pairs: (Mar./Apr.2020)
Gaps Reasons leading to gap
A Knowledge Gap 1 Close all other gaps consistently
B Perceptual Gap 2 Sharpen market research
C Quality Gap 3 Recruit best manpower & train them
D Delivery Gap 4 Keep customers informed while delivering the service

17. Match the following pairs: (January

2021)
Gaps Reasons leading to gap
A Knowledge Gap 1 Overpromising
B Communication Gap 2 Poor/absence of market research
C Policy Gap 3 Untrained manpower/ poor recruitment
D Delivery Gap 4 Designing the service without keeping in mind customer’s point of view

18. Explain factors which determine service quality? (Mar. Apr.2014)

19. List down factors which contribute to Assurance dimension of service quality. (Mar. Apr.2015)
20. Explain Empathy as one of the dimension of service quality. (Oct. Nov. 2016) (Mar. Apr.2019)
21. Explain reliability dimension of service quality. (Oct. Nov. 2018)
22. What is Service recovery? March-2023
23. In the SERVQUAL model, which dimension assesses the willingness and ability of service providers
to help customers and provide prompt service? March-2024
1. Tangibles 2. Assurance 3. Reliability 4. Responsiveness
Long Questions (07 to 14 Marks)
1. List down and define various dimensions of SERVQUAL model. Also identify various factors to study
under SERVQUAL model for education institute for any two dimensions. (06 Marks) (Oct. Nov. 2016)
2. Explain SERQUAL as a service quality measurement instrument. (07 Marks) (Mar. Apr.2015) (Oct. Nov. 2017)
 3. What are various GAPs in service quality? If you were the manager of a service organization, how would
you proceed to close the GAPs? (14 Marks) (Mar. Apr.2014)
4. What are various GAPs in service design delivery? Explain them in detail.
5. Name various types of GAPs arises in service design & delivery. Explain in detail. Also mention proposed
solutions to eliminate the GAPS. (14 Marks Compulsory)
6. Draw GAP model of service quality. (07 Marks) (Oct. Nov. 2014)
7. Explain any three Gaps in Gaps Model. Also discuss ways to overcome those gaps.(Oct. Nov. 2018)(08Marks)
8. Explain six service quality gaps. (07Marks) (Oct. Nov. 2015)
9. Write short note on feedback as a measure of service quality. (07 Marks) (Oct. Nov. 2014)
10. What is feedback? Write a detailed note on feedback system. (13 Marks) (Oct. Nov. 2018)
11. Explain any four GAPS in detail with proper example. As a manager how you will minimize GAP 1.
(07Marks) Nov. 2023
12. Draw the diagram of GAP analysis. Also list down ways to minimize GAP 4 and GAP 5. (07 Marks) (Mar.
Apr.2016)
13. Draw Service Quality Gap Model. Discuss various gaps in brief. Explain how a service marketer can reduce
GAP 1 and GAP 3 for a school. (13 Marks) (Mar. Apr.2020)
14. List down various types of GAPS that arise at a time of delivering service. Also explain GAP 1 and GAP 2
which arise in Education Institute. (07Marks)(Oct. Nov. 2016)
15. List down various types of GAPS that arise at a time of delivering service. Also explain GAP 3 and GAP 4
which arise in Education Institute. (6Marks)(Oct. Nov. 2017)
16. Discuss Gap 1 and Gap 2 along with their implications. (Mar. Apr.2019) (16Marks).
17. Draw service quality GAPS Model neatly. Discuss how a mutual fund advisor can reduce knowledge gap
and perceptual gap? (July 2021) (07 Marks)
18. Draw diagram for GAPS Model. Explain GAP Model in detail. Also explain various ways (Strategies)
to minimize Knowledge Gap and Delivery Gap. (14 Marks) March 2024
19. Draw service quality Gaps model. Explain various types of gaps giving examples. Also explain
strategies to reduce Knowledge Gap and Policy Gap. 14 Marks March-2023
20. Discuss RATER as dimensions of service quality. (05Marks) (Mar. Apr.2018) (13 Marks) (Mar. Apr.2020)
21. Explain various dimensions of SERVQUAL model with the help of example of your favorite service firm.
(06 Marks) (Mar. Apr.2016)
22. Explain various elements of SERVQALin detail. (07 Marks) Nov. 2023
23. Name the person who developed SERVQUAL 22-items scale. Mention various dimensions of SERVQUAL.
taking examples of teaching staff at a college. (13Marks) (January 2021)
24. Name the person who developed SERVQUAL scale. Discuss various dimensions of SERVQUAL. Discuss
these with reference to a bank. (July 2021) (07 Marks)

Unit 4: Handling Customer Complaits and Service Recovery (15%)

Short Question (02Marks)

List down various resons why dissatisfied customers do not complain. Nov. 2023

Long Questions (07 to 14 Marks)

1. Write a shortnote on Jaycustomers. 07 Marks March-2023
2. Explain various types of Jay customers in brief. 07 Marks March-2024, Nov. 2023
3. Write a shortnote on effective service recovery system. 07 Marks March-2023
4. As a Manager, how you will understand Complaining Behaviour of Customers. Explain in detail. 14
Marks March-2024
5. Explain complaining behavior of customers in detail. (07 Marks) Nov. 2023
6. Write a note on Service Guarantees. (07 Marks) Nov. 2023

Unit 5: Introduction to Different Services (20%)

Short Question (02 Marks)
1. What are different formats of Retail services? (Oct. Nov. 2014)
2. List down any four challenges faced by Education Sector in India. March 2024
3. What do you mean by merchandising with reference to retail service. (January 2021) (Oct. Nov. 2019)
4. List down various modes of Transport available in India. Nov. 2023, 2019, 2017 Mar. 2014
5. Mention any four types of services provided by ITeS industry of India. (Mar. Apr.2015)
6. List down names of four foreign banks established in India. (Mar. Apr.2016)
7. What percentage of FDI is allowed by Indian Govt. in Single brand retail and multi brand retail? (Mar.
Apr.2016)
8. What is Consultancy service? (Oct. Nov. 2015)
9. List down the names of four major players in Insurance sector present in India. (Oct. Nov. 2016)
10. What do you mean by General (Non-Life) Insurance? (Mar. Apr.2018)
11. Mentioned various products of Insurance Sector. March-2023
12. Differentiate between Insurance and Assurance. (Mar. Apr.2020)
13. Give names of any four nationalized banks in India. (Mar. Apr.2020)
14. List down any four products offered by banks in India. (Oct. Nov. 2016)
15. Mention various products offered by banking sector. (Mar. Apr.2019)
16. Name any four physical evidences that can be used by consultancy sector. (Mar. Apr.2018)
17. List down names of four consultancy firms in India. (Oct. Nov. 2018)
18. Name “Big Four “consultancy firms in India. (July 2021)
19. Differentiate between Consultation and Counseling. (January 2021)
20. Name major players in Telecom Sector. (Oct. Nov. 2018)
21. What is the full form of TRAI. (July 2021)

Long Questions (14 Marks)

1. Explain Retail service in India in detail. (14 Marks ATKT)
2. Discuss marketing of Retail service in India. (Mar. Apr.2015) (Oct. Nov. 2015) (13 Marks)
3. Write a note on 7Ps of-Retail Sector. 07 Marks March-2024
4. Explain 7P’s of retail industry with service management perspective in detail. Nov. 2023 (14 Marks)
5. What is retailing? Discuss marketing of retail services in India. (Oct. Nov. 2017) (13 Marks)
6. Discuss marketing of retailing sector in India. (Mar. Apr.2014) (14 Marks)
7. Discuss different types of retail formats in India. Name major players in retail sector. Explain the how do
organized retail stores segment their consumers? Discuss various strategies adopted by retail sector in India.
(14Marks) (January 2021)
8. Discuss various types of retailers present in Indian Retail Industry with the help of example. (07 Marks)
(Oct. Nov. 2016)
9. Explain Banking Industry with respect to Service Management in detail. 14 Marks March-2024
10. Explain 7P’s of Banking Sector. (07Marks) Nov. 2023
11. Explain classification of Healthcare Industry along with products offered b3 and physical evidences
used by Healthcare Sector. 07 Marks March-2024
12. Explain Insurance sector services and challenges at length. 14 Marks March-2023
13. Explain Insurance with respect to service Management. (14 Marks)
14. Explain Insurance service in India in detail. (13 Marks)
15. What are the various types of Insurance offered by Insurance companies in India? (07 Marks) (Mar. Apr.2016)
16. Discuss marketing of Insurance sector in India. (Mar. Apr.2014) (Oct. Nov. 2015) (Oct. Nov. 2017) (14 Marks)
17. Differentiate between life and Non-life insurance. Enlist various risks covered under General Insurance.
18. What strategies can be used by Insurance companies to market their services? (14 Marks) (Oct. Nov. 2018)
19. Explain role of General insurance sector in economy. Name various general life insurance products offered
by sector. Discuss various strategies used by Insurance sector in India. (Oct. Nov. 2019) (14Marks)
20. Explain Banking with respect to Service Management. 14 Marks (2 times in examination)
21. Discuss marketing of banking services in India. (14 Marks) (Oct. Nov. 2014)
22. Explain banking services in brief. List down different banking services. Name any four multinational banks.
Discuss various strategies adopted by banking sector. (14Marks) (Mar. Apr.2018)
23. Explain a brief classification of various types of banks in India. Highlight various types of banking
products/services. Discuss various strategies used by banking sector in India. (14 Marks) (Mar. Apr.2020)
24. Explain various types of services provided by banking sector. Mention any three major players in private,
public and MNC segment each. Explain various strategies adopted by banking sector in India. (July 2021) (12
Marks)
25. Discuss marketing of Hospital services in India. (14 Marks) (Oct. Nov. 2014)
26. Discuss Hospitality Sector Services and Challenges at length. 14 Marks March-2023
27. Discuss marketing of Hospitality sector in India. (14 Marks) (Mar. Apr.2014)
28. Explain various types of challenges faced by India Hospitality Industry in detail. (07 Marks) (Oct. Nov. 2016)
29. What is Hospitality? Give classification of Hospitality sector. Write a detailed note on Hospitality Sector.
(14 Marks) (Oct. Nov. 2018)
30. Write a detailed note on Hospitality & Tourism Sector. (14Marks) (January 2021)
31. Discuss dimensions of service quality by taking examples from Transport industry.(14 Marks) (Oct. Nov. 2014)
32. Explain various modes of Transport in India in detail. (07 Marks) (Mar. Apr.2016)
33. Discuss Indian Transport Sector in detail. (10 Marks) (Oct. Nov. 2016)
34. Differentiate between commercial transport and passenger transport. Discuss various challenges faced by
transportation sector in India. Explain various segments of transportation in brief. Also explain strategies
adopted by transportation sector in India. (July 2021) (12 Marks)
35. Discuss marketing of Consultancy services in India. (13 Marks) (Mar. Apr.2015)
36. Write a detailed note on consultancy sector. (14 Marks) (Mar. Apr.2020) (Mar. Apr.2019) (14Marks)
37. Explain Indian healthcare industry in detail. Also explain various services offered by healthcare industry in
detail. (14 Marks) (Mar. Apr.2016)
38. List down names of major players present in Indian Health Care Industry. (4 Marks) (Oct. Nov. 2016)
39. Discuss various types of Hospitals. Also explain various types of services provided by hospitals. Discuss in
detail various strategies adopted by health sector. (Mar. Apr.2019) (14Marks)
40. Explain services of transport sector and role played by it in economy. Discuss various modes of transpiration.
Discuss various strategies adopted by Aviation sector. (14Marks) (Mar. Apr.2018)
41. Write a detailed note on traveling and tourism sector. (Oct. Nov. 2019) (14Marks)
42. Draw the structure of Indian Education System. (07 Marks) Nov. 2023

“Best of Luck”
Dr. Sagar M. Gaur (Asst. Prof.)
B.Com., MBA (Mktg.), M.Phil., Ph.D. (Mgmt.),
SDJ International College, Palsana
Mob. +91-9979751849