Get premium membership and access revision papers, questions with answers as well as video lessons.

Marketing Of Service (Mktg 335) Question Paper

Marketing Of Service (Mktg 335)

Course:Business Administration

Institution: Kenya Methodist University question papers

Exam Year:2013

TIME: 2 HOURS
Instructions:
Answer question one and any other two questions.
Question One
.
Discuss with clarity the meaning of a service.
(5 marks)
Discuss with clarity the five characteristics of a service.
(10 marks)
For a service provider to enter a new market strongly, must have thoughtful and powerful strategies. Explain any five strategies that a service marketer would used to enter a new market with.
(10 marks)
Name any five industry sectors that offer services in Kenya.
(5 marks)

Question Two
With an aid of a diagram, discuss the service quality gaps that normally occur during the service delivery.
(15 marks)
State the dimensions of SERVQUAL measurement instrument.
(5 marks)

Question Three
Outline the significance Integrated Marketing Communication.
(5 marks)
Discuss the obstacles that restrict integrated marketing communication in an organization.
(8 marks)
What steps should a service marketer implement in order to improve customer service and service quality in the firm?
(7 marks)

Question Four
Discuss the "Extended Marketing Mix" in the service delivery.
(9 marks)
Suggest ways through which customer retention can be achieved in the organization.
(6 marks)
With suitable example, what is servicescape?
(5 marks)

Question Five
For a servicescape to have any bearing, it rests or rotates on certain elements or roles. Discuss them with clarity.
(8 marks)
How can one build customer relationship in the organization?
(5 marks)
Discuss different modern ways a service provider could use to communicate with his clients both local and international arena.
(7 marks)

Marketing Of Service (Mktg 335) Question Paper

More Question Papers

Popular Exams

Mid Term Exams

End Term 1 Exams

End Term 3 Exams

Opener Exams

Full Set Exams