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Sp Ops

In: Business and Management

Submitted By susanket
Words 881
Pages 4
1) What are Characteristics of Services? 2) What is the Difference between Goods and Services? 3) Explain any 2 problems associated with the difference between Goods & Services. 4) Explain the degree of Tangibility. 5) Explain the Service Triangle. 6) Explain Marketing of Service Triangle. 7) Explain the 7 P’s of Marketing Mix. 8) Explain Servuction Framework. 9) Explain Service Production System Framework. 10) Explain Service Blue Printing. Why Service Blue Printing? 11) Explain GAPS Model of Service Quality. 12) Explain Zone of Tolerance and Factors that influence adequate service. 13) Write Short Note on Service Quality/ Customer Retension and Profit Dependency Theory. 14) Write Short Note on Elements of Physical Evidence 15) Write Short Note on Service Gurantee. 16) Explain Service Encounter. [Moment of Truth] 17) Write Short Note on 5 Dimensions of Service Quality. [Servqual Attributes]

1 The _________ concept is a combination of both the technical and human behavioral aspects. | | Productivity | | Service | | Quality | | None of above | | | 2 The services are often ___________ based, as in the case of the educational, medical and legal services. | | Technique | | Knowledge | | Defect | | None of above | | | 3 The __________ is one of the additional dimensions which is associated with the service quality essentials | | Add-on | | Timeliness | | None of above | | Side-products | | | 4. Service recovery is an umbrella term for systematic efforts by a firm to correct a problem following a service failure and retain a customer's goodwill. | Service recovery | | Productivity | | Encounter | | None of above | | | | 5 The __________ service is the level of service which the customer hopes to

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