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Htm 106: Service Management Question Paper

Htm 106: Service Management

Course:Bachelor Of Science In Hospitality And Tourism Management

Institution: Kenyatta University question papers

Exam Year:2015

KENYATTA UNIVERSITY
UNIVERSITY EXAMINATIONS 2014/2015
SECOND SEMESTER EXAMINATION FOR THE DEGREE OF BACHELOR OF SCIENCE HTM 106: SERVICE MANAGEMENT
DATE: Tuesday 7th April, 2015 TIME: 11.00 a.m — 1.00 p.m
INSTRUCTIONS:
• The paper consists of Four (4) Questions • Question One is Compulsory • Answer any other Two (2) Questions.
QUESTION ONE
( a)Define the following terms [4 Marks]
• Intangibility —
• Simultaneity —
• Service —
• Perishability —
(b) Differentiate between services and goods. [5 Marks]
(c) Distinguish between Service qualities and experience qualities. [5 Marks]
(d) With the aid of a diagram illustrate the Maslow's pyramid of needs and its relationship to disposable income. [12 Marks]
(e) Outline the major driving forces behind the growth of services. [4 Marks]
QUESTION TWO
Analyze the Service Quality Model in relation to customer satisfaction and complaint management. [20 Marks]
QUESTION THREE
i. Explain the factors involved in pricing services. [4 Marks]
ii. Outline the pricing objectives. [10 Marks]
iii. Explain Price discrimination. [6 Marks]
QUESTION FOUR
Discuss the essentials of a service culture. [20 Marks]
Page 1 of 1
INVOLVEMENT IN ANY EXAMINATION IRREGULARITY SHALL LEAD T0 DISCONTINUATION

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