Kenyatta University Bachelor Of Science In Hospitality And Tourism (Hospitality And Tourism) Marketing Management In Hospitality And Tourism  Question Paper

Exam Name: Marketing Management In Hospitality And Tourism 

Course: Bachelor Of Science In Hospitality And Tourism (Hospitality And Tourism)

Institution/Board: Kenyatta University

Exam Year:2008

KENYATTA UNIVERSITY
UNIVERSITY EXAMINATIONS 2007/2008
SECOND SEMESTER EXAMINATION FOR THE DEGREE OF
BACHELOR OF SCIENCE (HOSPITALITY & TOURISM MANAGEMENT)

HIM 307: MARKETING MANAGEMENT IN HOSPITALITY AND TOURISM

DATE: Wednesday, 11th June, 2008 TIME: 2.00 p.m. – 4.00 p.m.

INSTRUCTIONS: Answer Any THREE (3) questions – 70%

1.
Explain the internal and external marketing environments for hospitality and
tourism.







[23 marks]

2.
Using a complete diagram presentation, describe the 4Ps of product life cycle.










[23 marks]
3.
Discuss the social responsibility of hospitality and tourism marketing towards the
international community.





[23 marks]

4.
Describe the professional functions of the following hospitality and tourism
marketing executives:

(a)
Chief marketing executives



[8 marks]

(b)
Marketing research consultants.



[7 marks]

(c)
Public relations executives.



[8 marks]

5.
Explain the following customer care techniques in hospitality and tourism
marketing:

(a)
Positive approaches in customer service.


[5 marks]

(b)
Ground rules for customer handling.


[6 marks]

(c)
Reasons for customer complaints.



[6 marks]

(d)
Professional qualifications of customer representatives.
[6 marks]

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