MBA SEMESTER IV

ASSIGNMENT Set 1
Name Registration No Learning Center : _________________________ : _________________________ : _________________________

Learning Center Code : _________________________ Course Subject Semester Module No Date of Submission Marks Awarded : _________________________ : _________________________ : _________________________ : _________________________ : _________________________ : _________________________

Signature of Center

Signature of Evaluator

Director of Distance Education Sikkim Manipal University 2nd Floor, Syndicate House Manipal - 576104

Signature of Coordinator

Important Note to the Students:

The student must submit all the assignments given per course per semester to the Learning Center. Assignment marks will be accounted for your Internal Assessment. Assignments should be submitted within the time given. Please answer all the Assignments on Ruled Sheets. Write in your own handwriting. Answer independently in your own words and do not copy. Assignments which are not Original / copied shall be awarded zero marks. Write neatly and legibly in the prescribed format.

Comments by the Subject Evaluator (Subject expert will give comments on overall content, reliability, correctness & appropriateness of information provided):

Suggestions for improvement (Subject expert will give areas of improvement & possible ways / methods to follow and improve):

INSTRUCTIONS FOR ASSIGNMENT SUBMISSION

1. Ensure that you answer all questions according to the marks allocated. 2. Content that has been directly copied from the Internet will NOT be accepted. 3. Please attempt all the assignments individually and independently. Assignments that have been copied and shared among students will be automatically rejected and disqualified. 4. All students must sign the acknowledgement sheet while submitting assignments.

5. Follow assignment format and complete all the details for each assignment individually.

Master of Business Administration- MBA Semester 4 MK0015 Service Marketing & Customer Relationship Management 4 Credits (Book ID: B1328) Assignment Set - 1 (60 Marks)
Note: Answer all questions (with 350 to 400 words each) must be written within 6-8 pages. Each Question carries 10 marks 6 X 10=60 1. Explain how services emerged in industrialisation and post industrialisation periods. 2. How does the deregulated industry increase the services requirements? 3. Discuss the six criterias of perceived quality of Gronroos. 4. Evaluate the Employee Role of Dominance. 5. What is service differentiation? Explain service differentiation strategies. 6. Briefly explain the five factors that influence the level of adequate service.