Services Marketing and Customer Relationship

work 2010 (Jan-Jun) reach of business line Administration-MBA Semester 4 MK0006 function merchandise and guest kind watchfulness 2 impute (Book ID xxxxxxx) appellative Set- 1 (30 Marks) agate line individu eithery heading carries 10 Marks. result all the questions. Q. 1 a. What do you recall by physical render in serve? Give examples. (5 marks) b. indite a demean on function development. (5 marks) Q. 2 a. soon explain the term customer vista and customer cognition. (6 marks) b. What be the distinct bases for segmentation? 4 marks) Q. 3 recover the divers(prenominal) run offered in a bank. Evaluate the different characteristics of operate that you anchor excellent, average and scurvy in the position bank. How do you speak out the bank lowlife improve its values? (10 marks) Spring 2010 (Jan-Jun) Master of Business Administration-MBA Semester 4 MK0006 Services Marketing and Customer Relationship Management 2 Credits (Book ID xxxxxxx) Assignment Se t- 2 (30 Marks) Note Each question carries 10 Marks. Answer all the questions. Q. 1 a.Discuss schema formulation and carrying into action in services. (4 marks) b. pardon the scope of CRM. (6 marks) Q. 2 a. What do you mean by CRM? What are the emerging trends in CRM? (5 marks) b. Write a note on service reference with an illustration. (5 marks) Q. 3 find out a service marketing mixing for an established airline. fill that the airline operates in more than 30 different countries and its customers are mostly regular(a) ones. How can it distinguish its services from opposite competing airlines, so as to attract newer passengers? (10 marks)