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Service Marketing
September 2021
Examination
1.
Quibble Ltd., a company dealing with rented furniture has hired you as a
consultant to understand the details about Outsourcing and Offshoring. Can you
please guide them about the same? (10 Marks)
Ans
1.
Introduction:
Outsourcing and offshore are frequently used
terms, even though the two words have entirely different meanings and effects.
Outsourcing occurs when a company enters into a contract with a third party to
perform a specific function on its behalf. When outsourcing a process or
operation, it is necessary to locate a company or individual specializing in
the activity. In contrast, offshoring occurs when a
2.
HDFC Bank has recently faced tremendous losses as the RBI has stopped it from
issuing new credit cards and new digital services to customers due to frequent
outages noticed in their digital services over the last two years. HDFC has
hired you as a consultant to help them improve their service quality with the
help of the SERVQUAL Model. Can you guide them on the same? (10 Marks)
Ans
2.
Introduction:
The
Service Quality Model, also known as the SERVQUAL model, was developed and
implemented in 1988 by US marketing Guru Valarie Zeithaml, A. Parasuraman, and
Leonard Berry. It is a method of acquiring and evaluating the service quality
of consumers. The emphasis has initially been on the development of product
quality systems. Improving the overall quality of associated services became
increasingly important as time went on. Improved service quality
3.
Tiffin& Co. is planning to start a new vertical of delivering tiffins to
the covid patients who do not have any support direct to their homes. They plan
to first test the success of such a service by launching it only for Mumbai
& New Mumbai? They are confused about how to price the same
a.
Can you guide them about the different objectives of pricing and what should be
their objective? (5 Marks)
Ans
3a.
Introduction:
When
it comes to pricing, it may be described as either a process by which a
product's price is determined or an act by which the price of a product is
selected. Pricing is one of many aspects that go into determining the price of
a given product. Pricing strategies are developed to accomplish a variety of
objectives. The organization has many purposes that it hopes to achieve
b.
Can you also explain to them that what is revenue management and how it works?
(5 Marks)
Ans
3b.
Introduction:
Revenue management refers to the strategic
distribution and pricing technique that you use to sell the perishable
inventory of your property to a suitable consumer at the appropriate time to
increase revenue for your business. You'll also find other things there, such
as your facilities and refreshments like food and drinks. Revenue management
determines how much customers in
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