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NMIMS Global Access
School for Continuing Education (NGA-SCE)
Course: Service Marketing
Internal Assignment Applicable for September 2020 Examination
Assignment Marks: 30
Instructions:
- All Questions carry equal marks.
- All Questions are compulsory
- All answers to be explained in not more than 1000 words for question 1 and 2 and for question 3 in not more than 500 words for each subsection. Use relevant examples, illustrations as far aspossible.
- All answers to be written individually. Discussion and group work is not advisable.
- Students are free to refer to any books/reference material/website/internet for attempting theirassignments, but are not allowed to copy the matter as it is from the source of reference.
- Students should write the assignment in their own words. Copying of assignments from otherstudents is not allowed.
- Students should follow the following parameter for answering the assignment questions.
| For Theoretical Answer | For Numerical Answer | |||
| Assessment Parameter | Weightage | Assessment Parameter | Weightage | |
| Introduction | 20% | Understanding and usage of the formula | 20% | |
| Concepts and Application related to the question | 60% | Procedure / Steps | 50% | |
| Conclusion | 20% | Correct Answer & Interpretation | 30% |
Question: 1. In the midst of the current lockdown in the country, the opening of a new salon got postponed. Now since the government has given the permission for the salons to open throughout the country, can you please guide ABC Ltd. about how can they manage the 7P’s of Service Marketing in times of the Pandemic.
Answer: Introduction
In this topic, the researcher has precisely discussed the principal constituents of 7 P’s involved in service marketing’s working procedure. The researcher has also suggested the way by which the salon owned organization ACB Ltd. can professionally manage and adjust with the 7 P’s related to the service marketing during this post-pandemic era and uniformly grow their business and provide services to the citizens.
Concept and analysis
The field of service providing is entirely a
Question :2. A new hotel chain is confused as to what all supplementary services they should provide to their customers. Can you please guide them about supplementary services by using the Flower of Service.
Answer: Introduction
In this topic, the researcher has discussed the flower of service framework theory and discussed how the hotel chain could use the flower of service framework to provide essential supplementary service to the customers satisfying their needs and requirements.
Concept and analysis
The concept of flower service mainly works on the professional and précised execution of additional services and enhancement. There can be various types of supplementary services like order taking, consultation,
Question: 3. A newly refurbished mall post the lockdown is bearing a beautiful look to it. But the owners are not sure whether they have been able to create the right Service Environment.
Answer: Introduction
In this topic, the researcher has discussed how the management of the mall can create the same working environment like the pre covid time, to achieve the same the researcher has recommended them about the way they can implement and use the benefits of two models which are the Russel model effect and the Mehrabian Russel stimulus-response model. The researcher has also precisely discussed both the models and mentioned how these models could help the mall generate the business by following the government’s health-related protocols.
Concept and analysis
a. Can you as a consultant guide them on the same using the Mehrabian Russel Stimulus Response Model (5 Marks)
Answer: The Mehrabian Russel stimulus-response model helps explain the adverse effects of the service being provided to the customers. The physical environment helps to feel how people feel at a given point in time and helps to read their psychology better. The behavior responses of the customers and employees who are involved are being distinguished by three different behavioral states: arousal nonarousal, pleasure displeasure, and dominance submissiveness. Both the employers and the customers react to these reactions that are generally reframed as avoidance
b. Can you as a consultant guide them using the Russel Model of Affect
Answer : The circumflex and conceptual mode of effect and the relevant scenarios proposes and indicates that all affective states arise from cognitive assumptions and interpretations of core criteria that the product of two inters related independent neuropsychological systems. This model relates to the theories of the raw emotions and the psychological sentiments, which demonstrate a discrete and unique system related to every motion or action shown by humans. It has been
Hello MBA aspirants,
Get MBA assignments of NMIMS University solved by educational professionals at a nominal charge.
Mail us at: help.mbaassignments@gmail.com
Call us at: 08263069601