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Marketing Management In Hospitality And Tourism Question Paper

Marketing Management In Hospitality And Tourism

Course:Bachelor Of Science In Hospitality And Tourism Management

Institution: Kenyatta University question papers

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%

QUESTION ONE
Explain the internal and external marketing environments for hospitality and
tourism.
[23 marks]

QUESTION TWO
Using a complete diagram presentation, describe the 4Ps of product life cycle.
[23 marks]

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

QUESTION FOUR
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]

QUESTION FIVE
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]