Scribd
Upload
67 views1 page

Service Marketing

This 3 sentence summary provides the essential information about the document: The document is a final exam paper for a Service Marketing course at Fareast International University for the summer 2018 semester, with 40 total marks and a time limit of 2 hours to answer 4 of the 5 questions, each addressing a key topic in service marketing such as the zone of tolerance, service blueprint, SERVQUAL dimensions, factors influencing adequate and desired service, service encounters, relationship building strategies, and the new service development process.

Uploaded by

shohana
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
67 views1 page

Service Marketing

This 3 sentence summary provides the essential information about the document: The document is a final exam paper for a Service Marketing course at Fareast International University for the summer 2018 semester, with 40 total marks and a time limit of 2 hours to answer 4 of the 5 questions, each addressing a key topic in service marketing such as the zone of tolerance, service blueprint, SERVQUAL dimensions, factors influencing adequate and desired service, service encounters, relationship building strategies, and the new service development process.

Uploaded by

shohana
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
You are on page 1/ 1

FAREAST INTERNATIONAL UNIVERSITY

Final Examination, Semester: Summer 2018


Fullmark: 40, Time: 2 Hour
Course Code: BUS 3211, Course Title: Service Marketing

The marks in the margin indicate full marks.


There are 5 questions in this paper. Answer any 4 questions from the following.

1. a) What do you mean by Zone of Tolerance? What is its impact in service 05


marketing?
b) What is Service Blueprint?What are the components of service blueprint?. 05

2. What are the basic attributes of SERVQUAL for the dimensions of service 10
quality?

3. a) Discuss the factors that influence Adequate Service. 05


b) Discuss the factors that influence Desired Service. 05

4. a) What is Service Encounter? What are the types of Service Encounter? 04


b) What are the strategies for building relationships? Describe with diagram. 06

5. Describe the new service development process with diagram. 10

Name of the Question Setter Signature Date


(1)
Name of the Moderator
(1)
(2)

You might also like