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Title Name Amity Solved Assignment MBA 4th Sem for Service Operation Management
University AMITY
Service Type Assignment
Course MBA
Semester Semester-IV-Operation Course: MBA
Short Name or Subject Code Service Operation Management
Commerce line item Type Semester-IV-Operation Course: MBA
Product Assignment of MBA Semester-IV-Operation (AMITY)
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Solved Assignment


  Questions :-

 Assignment- A


1 .

Discuss about nature and role of services in economy.

 

2 .

Discuss the reasons of growth of service sector.

 

3 .

What do you think are the main reasons for including the element of ‘People’ in the marketing mix for services?

 

4 .

What are two kinds of physical evidence? Discuss.

 

5 .

What are the various product strategies available to a service firm? What are the implications of each?

 

6 .

What are the problems with the Product Lifecycle?

 

7 .

Discuss the factors in determining layout and design.

 

8 .

Discuss about Human Factor in Services .

 

 

 

 

                                                                                            Assignment - B

 

Please give your answer in at least 25 words and press save and continue button.

 

1.

Describe forecasting demand for services. 
 

Save and Continue

2.

Discuss Inventory Management for improved service delivery. 
 

Save and Continue

3.

List the service attributes required by companies to improve their competitive capabilities by using service inventory. 
 

 

 

 

 

         Assignment – C

Question No.  1

Marks - 10


The .................. proposition is essentially the business proposition, but seen from both the business and the customer/user perspective.

 

Options

 
   

 merchandising

 

 service 

 

 management function  

 

 logistics function

 

 

Question No.  2

Marks - 10


................ is a customer-oriented feature with service response based on customer input, one-to-one solutions to customers´ requirements, direct online communications with customer and customer service centers that are intended to help customers solve their issues.

 

Options

 
   

 DRM

 

CRM

 

MRM 

 

 CPRM

 

 

Question No.  3

Marks - 10


The .................... deals with issue of treatment of customers in sense reduce wait time and improvement of service.

 

Options

 
   

inventory and distribution channels.

 

Displays

 

Warehouses 

 

 queue management

 

 

Question No.  4

Marks - 10


Focusing on the ...................... provides a distinct and novel way to think about service management.

 

Options

 
   

Merchandising

 

Supply chain

 

Customer loyalty 

 

 push-pull boundary

 

 

Question No.  5

Marks - 10


       ................ allows each additional item in service inventory to increase the variety of offerings exponentially.

 

Options

 
   

brand-name specialty retailer

 

Modularity

 

Investment 

 

 Merchandise quality

 

 

Question No.  6

Marks - 10


.................... inventory also lowers costs by fulfilling the basic roles of inventory.

 

Options

 
   

 Service

 

Merchandise

 

business intelligence software 

 

 SKUs

 

 

Question No.  7

Marks - 10


................. is a significant factor in determining the kind of fixtures to be used by a retailer since it provides him with a unique selling proposition.

 

Options

 
   

Buying

 

push-pull boundary

 

Level of competition

 

Cataloguing

Question No.  8

Marks - 10


CRM applications also help firms manage ..................... more effectively across the stages of relationship initiation, maintenance, and termination.

 

Options

 
   

World

 

Economy

 

customer relationships

 

 Environment

 
 

 

Question No.  9

Marks - 10


      .......................... can occur in single, batch or bulk, arrival as distribution of time, arrival in finite population or infinite population.

 

Options

 
   

Money

 

Sales Promotion

 

Customer arrival 

 

 Multiple software programs

 

 

Question No.  10

Marks - 10


........................ looks at available resources for customer service, queue structure to avail the service and preemption of service.

 

Options

 
   

Multi-channel retailing

 

Cataloguing

 

Service Mechanism 

 

 Space Management

 

 

Question No.  11

Marks - 10


According to McCarthy, the elements of ................. are 4Ps - product, price, place (i.e. distribution) and promotion.

 

Options

 
   

 marketing mix

 

Customer loyalty

 

Instant gratification  

 

Merchandising

 

 

Question No.  12

Marks - 10


The ..................... in advertisement would substantially simplify the task of professionals since the persuasion process would be found proactive.

 

Options

 
   

 Meeting manager requirements

 

sensitivity

 

creativity 

 

life expectancy

Question No.  13

Marks - 10


      ................... are also unique in service industries and typically public relations take a front seat, while advertising is more of ‘corporate advertising’.

 

Options

 
   

inventory and distribution channels.

 

Promotional issues

 

Instant gratification  

 

 market basket analysis

 
 

 

 

Question No.  14

Marks - 10


.................... can use six basic elements, namely, product scope, market scope, value, timing, identification of the beneficiary and protection against competition.

 

Options

 
   

Merchandising

 

service provider

 

Customer loyalty 

 

Breakage

 

 

Question No.  15

Marks - 10


 The ................ hear the responsibility of advertising locally at micro level.

 

Options

 
   

retailer

 

executives

 

Customer 

 

 Shopkeeper

 

 

Question No.  16

Marks - 10


The ..................... plays a very important role in marketing a service; therefore, managing word-of-mouth publicity is important.

 

Options

 
   

Inventory

 

Retail loyalty programs

 

business intelligence software  

 

public opinion

Question No.  17

Marks - 10


.................... is an area which requires utmost managerial attention.

 

Options

 
   

Staff motivation

 

Promotion

 

Consumers 

 

 Premiums

 
 

 

Question No.  18

Marks - 10


............................... greatly influences the perception of a service brand.

 

Options

 
   

Multiple software programs

 

Sales Promotion

 

Consumer participation 

 

 Buying

 

 

Question No.  19

Marks - 10


................. are frequently used to give an element of tangibility.

 

Options

 
   

 Premiums

 

Sales Promotion

 

Characters and themes 

 

 Multiple software programs

 

 

Question No.  20

Marks - 10


.................. helps in making the message more attractive and enhancing its impact.  

 

Options

 
   

Multi-channel retailing

 

Characters and themes

 

Testing the effectiveness 

 

 Creativity

 

 

Question No.  21

Marks - 10


....................... are defined by the input provided for the process, the process itself, and the output generated from the process.

 

Options

 
   

A critical retail function

 

business intelligence

 

A critical management function  

 

 Business processes

 

 

Question No.  22

Marks - 10


The ................. represents a majority of the economic output of many developed economies, so there are good economic to reasons improve service-based processes.

 

Options

 
   

 services sector

 

 sports sector

 

 business sector  

 

 retail sector

 

 

Question No.  23

Marks - 10


      ......................... is a customer focused approach to service innovation and improvement.

 

Options

 
   

inventory and distribution channels.

 

Service blueprinting

 

Warehouses 

 

 Storage

 

 

Question No.  24

Marks - 10


.................... is the demand for a service from customer when they want something.

 

Options

 
   

Value demand

 

Supply chain

 

Failure demand 

 

 market basket analysis

 

 

Question No.  25

Marks - 10


 ....................... is a demand that only exists because the initial demand was not satisfied properly.

 

Options

 
   

brand-name specialty retailer

 

Value demand

 

  Investment

 

  Failure demand

 

 

Question No.  26

Marks - 10


A ....................... is one of the most cost effective ways of achieving a certain degree of process standardization.

 

Options

 
   

Inventory

 

process manual

 

business intelligence software 

 

 Supply chain

 

 

Question No.  27

Marks - 10


.................. seems to be regarded as a cure-all for services, and even whole countries and economies (such as Europe), to return to the so-called "growth track."

 

Options

 
   

 Buying

 

Scanning

 

tracking

 

Innovation

 

 

Question No.  28

Marks - 10


................... are dynamic and perishable in nature and this can often lead to instances of idle capacity or opportunity loss.

 

Options

 
   

Inventory

 

Services

 

A critical retail function 

 

 Investment

 

 

 

Question No.  29

Marks - 10


...................... makes it difficult to retrieve information in a timely manner and to perform analysis of the data.

 

Options

 
   

Money

 

Sales Promotion

 

Storage

 

Multiple software programs

 

 

Question No.  30

Marks - 10


The service sector of the economy constitutes ................ of the world’s total GDP and employs 40% of global labour force.

 

Options

 
   

62%

 

78%

 

45% 

 

 23%

 

 

               

Question No.  31

Marks - 10


The ................... is composed of the four P’s: product, price, place (distribution) and promotion.

 

Options

 
   

 A critical retail function

 

 business intelligence

 

 critical management function  

 

 traditional marketing mix

 

 

Question No.  32

Marks - 10


............... in services refers to the actual procedures, mechanisms, and flow of activities by which the service is delivered- the service delivery and operating systems.

 

Options

 
   

 Spam

 

Brick and Mortar

 

Process

 

 Business Relationships

 

 

Question No.  33

Marks - 10


..................... can be used to build strong association in the customers’ minds and service can be differentiated from the competitor’s similar offering.

 

Options

 
   

drawback

 

Supply chain

 

Physical evidence 

 

 Storage

 

 

Question No.  34

Marks - 10


The ......................  includes all of the tangible representations of the service such as, brochures, letterhead, business cards, report format, signage, equipment, etc.

 

Options

 
   

Merchandising

 

Physical evidence

 

Customer loyalty 

 

 Internet technology

 

 

 

Question No.  35

Marks - 10


 .................. refers to all human actors who play a part in service delivery and thus influence the buyer’s perceptions; namely, the firm’s personnel, the customer, and other customers in the service environment.

 

Options

 
   

Outsourcing

 

People

 

Investment 

 

 Merchandise quality

 

 

Question No.  36

Marks - 10


.................... is very important concept in services, which refers to the physical presence of the customer in the system.

 

Options

 
   

Customer contact

 

Outsourcing

 

Physical evidence  

 

 Technical support

 

 

Question No.  37

Marks - 10


            .......................... has a vital role in services, because of the large number of service businesses which involve personal interaction between the service provider and the customer, and service being provided by a person, not a machine.

 

Options

 
   

 Personal selling

 

Customer contact

 

Physical evidence 

 

 Technical support

 

 

Question No.  38

Marks - 10


The .................... element of the services marketing mix forms a vital role in communicating the positioning of the service to customers.

 

Options

 
   

promotion

 

Personal selling

 

Technical support

 

 Investment

 

 

Question No.  39

Marks - 10


........................ , refers to the seamless integration of the various sales and service channels provided by the retailer to the customer.

 

Options

 
   

Money

 

Sales Promotion

 

Integrated Multi-channel Retailing (IMCR) 

 

 Multiple software programs

 

 

Question No.  40

Marks - 10


................. is any kind of paid, non-personal method of promotion by an identified organisation or individual.

 

Options

 
   

Advertising

 

Cataloguing

 

Storage 

 

Strategising

 

  Answers :-

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