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Bba 305:Marketing Of Services Question Paper

Bba 305:Marketing Of Services 

Course:Bachelor Of Commerce

Institution: Kenyatta University question papers

Exam Year:2009



KENYATTA UNIVERSITY
UNIVERSITY EXAMINATIONS 2008/2009
SECOND SEMESTER EXAMINATION FOR THE DEGREE OF BACHELOR OF COMMERCE

BBA 305:MARKETING OF SERVICES
DATE:WEDNESDAY,8TH APRIL,2009
TIME:2.00PM-4.00PM

INSTRUCTIONS:
Answer ALL questions.

Q1.
(a)Discuss the characteristics of services and clearly show the implications of these characteristics. [18 marks]

(b)Discuss how services can enhance and sustain quality services.[12 marks]


Q2.
(a)Distinguish between relationship marketing and transactional marketing. [12 marks]

(b)Explain the relevance of internal marketing in the services sector.[8 marks]


Q3.
(a)Explain the importance of the stages of services in consumer buying behaviour.[15 marks]

(b)Explain the concept of blue printing [5 marks]


Q4.Explain clearly and in details,the process of a strategic system in view of two functional business areas by use of a relevant diagram. [30 marks]


Q5.Explain the relevance of risk assessment and risk reduction to the society.[30 marks]


Q6.Compare and contrast the risk assessment and other assessments coordinated by various Kenya Government agencies [30 marks]




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