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services marketing concepts
Services Marketing 2nd Edition Rao - Solutions
4. How can waiting customers be managed? Take an example of a service organization that oft en faces excessive demand over capacity and suggest measures.
3. How do you study demand fl uctuations and capacity constraints of service fi rms? What strategies do you suggest for balancing the supply–demand position?
2. Explain various demand situations and suggest suitable management approaches to tackle them.
1. Why do service companies show greater concern for demand management?
7. Explain the importance of waiting-line management.
6. How can capacity be matched to demand fl uctuations?
5. How can demand be promoted in services?
4. What are the strategies to shift demand?
3. How do demand variations take place in services?
2. Discuss various demand patterns.
1. Explain various demand situations.
2. Ever since organized retailing came to India on a large scale, small- and medium-size retailers are facing serious threats to their businesses. In many parts of the country, small-size agricultural retailers agitated against the entry of corporations into the business. In this situation, you are
1. Primary education in the country is off ered by government schools, private entrepreneurs and large-size companies. Th e competition is multidimensional.Th ere exists a very wide gap between the three types of schools in terms of resources, controls and competencies. You are required to:(a)
7. How to build competitive advantage?
6. Explain the market perspective of competition.
5. Explain the industry perspective of competition.
4. Analyse market challenger strategies.
3. Discuss market leader strategies with special reference to services.
2. What is the importance of competition analysis?How is it done?
1. Explain Porter’s fi ve threats of competition and their applicability to services.
5. What are market follower strategies?
4. Explain niche marketing.
3. What is benchmarking?
2. What is competitive advantage?
1. What are competitive threats?
2. Reliance Life Insurance is among the fastest growing life insurance companies in India. In less than three years of starting operations, it became one of the top four life insurers in the private sector—growing at upwards of 100 per cent annually. The new business premium grew over 200 per
1. Hospitality services face many marketing challenges.Market segmentation is one of the major strategic tools used by many star-rated hotels. Th e basis of segmentation may diff er among them.You are required to study the segmentation strategy of a star-rated hotel to:(a) Identify the basis
6. What are the stages in the service market segmentation process?
5. What criteria should be followed for a diff erentiated market? Discuss with suitable examples.
4. “An undiff erentiated market is not appropriate to the service business.” Comment.
3. What is mass customization? How can it be implemented for services?
2. What are the bases for market segmentation? Design segmentation strategies for insurance services.
1. What is market segmentation? Describe how market segmentation can be used for services?
5. Discuss the process of market segmentation.
4. Explain the criteria for market segmentation.
3. Discuss the applicability of customization in services.
2. Explain technographic segmentation.
1. What do you mean by an undiff erentiated market?
2. Indian Railways is the biggest public sector transport organization and the world’s second largest rail network. Indian Railways used to take support from the Government of India for its functioning until 2005 as the revenues were not enough to meet operational and developmental
1. Subhiksha, the Chennai-based retail chain entered into the business to redefi ne and restructure conventional mom-and-pop stores into an organized format. Th e progress was very impressive until 2008. Th e number of outlets and the geographic coverage was outstanding. In 2009, the company fell
8. Explain the importance of strategy implementation, evaluation and control.
7. Explain the service-oriented strategic approach.
6. What is the services marketing mix? Explain the components of the marketing mix.
5. Illustrate the process of strategic planning by taking a service organization as a case.
4. Suggest a strategic approach to health services off ered by the state government.
3. What is the services marketing triangle? Explain its signifi cance and application to service organizations.
2. How do service companies get into the strategic management trap? What suggestions can you off er to the organization for getting out of the trap?
1. What is strategic planning? Explain its importance and process in a service company.
8. Explain the importance of strategy evaluation and control.
7. What are the components of the services marketing mix?
6. What are good costs and evil costs?
5. What is a service-oriented organization structure?
4. Explain the service triangle.
3. What is the strategic management trap?
2. Explain the market-oriented service strategy.
1. Discuss the various steps in the strategic planning process.
2. Andhra University, a reputed university in India, is a multi-disciplinary university off ering more than 300 courses in emerging areas. Th e university is strong in basic sciences and equally competent in applied sciences.
1. Life Insurance Corporation of India, the leading public sector insurance company, has a nationwide network of branches and agencies in India.Th e corporation off ers a wide range of insurance products. Since the insurance sector was opened to private players in 2000, LIC has been facing service
8. Explain the sampling techniques used for marketing research.
7. How do you prepare a research report?
6. Discuss various projective and scaling techniques.
5. How do you design a questionnaire?
4. Explain the marketing research process.
3. Defi ne marketing research. What are the areas of its applications?
2. How do you assess the information needs of a marketing organization?
1. What is the importance and scope of the marketing information system in an organization?
7. Explain projective techniques.
6. Discuss the various types of interviews.
5. Explain the observation research approach.
4. What is the process of designing a research report?
3. What are primary and secondary sources of data?
2. Distinguish between the MIS and marketing research.
1. Explain the three components of the MIS
2. Television is one of the popular entertainers in India. Many TV channels in many languages are accessible to people. Some channels are general and some are specialized in sports, music, movies, animals, diction, news and so on. Some channels could get high viewership and some could not. Some
1. Indian Airlines was established in 1953 as a public sector company and enjoyed monopoly in the air transport in India until 1994. Th e competition from the private sector intensifi ed aft er this sector was liberated.Th e growth in air passengers due to increased affl uence aft er the
8. How would you carry out a study on consumer behaviour in relation to cellular services?
7. How can the behaviour of service consumers be infl uenced? Illustrate with suitable examples.
6. Discuss the importance of the study of consumer behaviour in services marketing.
5. “Consumers oft en exhibit distinctive behavioural patterns in relation to purchase of services.”Discuss.
4. How do consumers develop perception? Discuss the relation between consumer expectations and perceptions.
3. What is the zone of tolerance? What is its signifi -cance in services marketing?
2. Discuss the consumer decision process in relation to a service of your choice.
1. Explain the determinants of consumer behaviour and state how they diff er in the case of services.
7. Discuss post-purchase behaviour in services.
6. Explain service perception.
5. Explain the determinants of the minimum level of service expectations.
4. What are the determinants of the maximum level of service expectations?
3. Explain the role of psychological factors in infl uencing the behaviour of service consumers.
2. How do personal and physical factors infl uence the behaviour of service consumers?
1. Explain the impact of cultural and social factors on the behaviour of service consumers.
2. Th e gap between demand and supply of electricity services is ever expanding in the country. Th e central as well as state governments are trying to fi ll the gap by taking various measures. You are required to fi nd out through secondary sources of information:(a) Th e status of these services
1. Entertainment and media services have grown rapidly in recent years. Now the markets outside the country are accessible to this sector. Corporatization and collaborations with foreign companies have expanded the scope of the business.You are required to search the secondary sources of
4. What are the prospects for educational services in India?
3. What is the contribution of services sector to the growth and development of the Indian economy?
2. What are the key service businesses in India? What is their contribution to the growth of the sector?
1. State the reasons for the growth of the services sector in India.
8. How can healthcare services be developed in India?
7. What are the challenges faced by the Indian banking sector?
6. Briefl y explain the status of postal services in India.
5. What are the problems of electricity services in India?
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