MK0015-Services Marketing and Customer Relationship Management

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DRIVE	WINTER 2014
PROGRAM	MBADS (SEM 4/SEM 6) MBAFLEX/ MBA (SEM 4) PGDMMN (SEM 2)
SUBJECT CODE & NAME	MK0015-Services Marketing and Customer Relationship Management
BK ID	B 1808
CREDIT & MARKS	4 Credits, 60 marks

1Discuss the eight different demand situations of Service.

2Elaborate GAP analysis in detail.

3“Interaction plays a lead role in building customer relationships”. Explain CIM in this context.

4What are the various types of conflicts in marketing services?

5Elaborate the important steps that service providers should bear in mind while implementing one to one marketing.

6“Positioning a service in the marketplace is much like positioning a product”. Explain Service positioning and its purpose with the help of an example.

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