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Cmh 414: Staff Integration And Seperation Question Paper

Cmh 414: Staff Integration And Seperation

Course:Bachelor Of Commerce

Institution: Catholic University Of Eastern Africa question papers

Exam Year:2009

THE CATHOLIC UNIVERSITY OF EASTERN AFRICA
A. M. E. C. E. A
MAIN EXAMINATION
1st TRIMESTER 2009/2010
FACULTY OF COMMERCE
DEPARTMENT OF MARKETING AND MANAGEMENT
CMH 414: STAFF INTEGRATION AND SEPERATION
Duration 2 hrs
Instructions: Answer Questions ONE and any other TWO questions.
Q1. Assume that you work for a service company dealing with foot care services (Chiropody or podiatry);
a) How would you segment this market? (4 marks)
b) How would you manage the service characteristics in order to provide superior foot care services. (15 marks)
c) Effective management of service personnel in footcare services is very critical. How would you manage this critical function? (8 marks)
d) How would you measure your performance? (i.e. whether you are doing well or not) (3 marks)
Q2. Discuss the impact of uncontrollable variables on the controllable variables of service marketing. (20 marks)
Q3. The customer service manager of your university is worried about service quality. In particular he wonders whether the university can achieve sustainable competitive advantage through customer service. Using clear, practical and relevant examples, advice. (20 marks)
Q4.
a) As a service marketing manager, explain the strategic roles of servicescapes within an airline sector. (10 marks)
b) Describe the various ways in which a service marketing manager within a hospital can understanding customers requirements expectations and perceptions. (10 marks)
*END*

Cmh 414: Staff Integration And Seperation Question Paper

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