1. JOSEPH’S COLLEGE OF COMMERCE (AUTONOMOUS)

End Semester Examination – MARCH / April 2014

B.Com – VI Semester

SERVICE MANAGEMENT AND INSURANCE

 

Time: 3 Hours                                                                                                                    Max. Marks: 100

Section – A

1. Answer ALL the following questions. Each carries 2 marks.                         (10×2=20)

 

1. What are the objectives of ‘Pricing’ in Service?
2. What is a Policy Document?
3. Define ‘Risk’.
4. Name the Characteristics of ‘Services’.
5. Who are ‘Mystery Shoppers’?
6. What do you mean by the term ‘Database Marketing’?
7. What is ‘Aviation Insurance’?
8. How are ‘Personnel’ in Service Sector classified?
9. What is ‘Hull Insurance’?
10. What is Implicit Service Promise?

Section – B

1. Answer any Four of the following questions. Each carries 5 marks.    (4×5=20)
2. Write short notes on IRDA.
3. Discuss the classification of services.
4. Venila is successfully running a beauty parlour for the past five years. You are a Service Business Consultant, help Ms. Venila to understand her customers better, so that she can provide the right service to the right customer. In this regard, discuss the Customer Pyramid used by service firms to analyze the customer base. Also, explain the importance of Customer Loyalty to her firm’s Profitability.
5. Explain the Economic and Legal principles pertaining to Life Insurance.
6. Discuss the underwriting process in Non-Life I

1. Mention the factors influencing Direct Distribution of Services. What are the inherent advantages?

 

Section – C

• Answer any Three   Each carries 15 marks.                          (3×15=45)

17. M/s RZJ Airlines is planning for promotion campaign for the company. Enlighten them with the objectives of promotion activities, the steps that are involved in developing an effective communication and also highlight the various promotion mixes used by Service Firm generally.
18. ABC Co. is considering a proposal to take up Fire Insurance for the company. As Insurance agent for the firm, advise them about the concept of Fire Insurance and the various types of Fire Insurance that are available as per your knowledge.
19. Discuss the Gaps in Service Design and Delivery. What are the benefits that accrue to a firm by initiating a Service Quality Drive?
20. “Annuity is a source of survival to Senior Citizens.” – Discuss.
21. ‘Services are making a major contribution to the country’s GDP. In regards to the above statement, throw light on the factors influencing the growth of the Service Sector. Also, elaborate the process of purchase followed by the customers in regards to service.

 

Section – D

1. Case Study – Compulsory Question.                 (15 marks)

22)

ONE WORLD – Five of the world’s leading airlines: American Airlines, British Airlines, Canadian Airlines, Cathay Pacific Airways and Qantas Airways have formed the one world alliance to benefit customers. With more people flying to more places and seeking greater rewards for flying with the airlines they choose, it is clear that one world has an important role to play in meeting the needs of today’s travelers. The vision is ‘To make global travel easier and more rewarding, to create a world where you will always feel at home, however, far from home your journey may take you.’

 

The alliance was forged to offer travelers benefits that are beyond the reach of their individual networks. By providing customers with maps and information about transfer process, they hope to make their journey go as smoothly as possible.

 

Additionally, staff of all five one-world alliance airlines will be trained to assist customers at the Airport regardless of which of the one-world member airlines they are flying. Further travelers can visit one world at www.oneworldalliance.com for more detailed information and pertinent facts about any of the members of one world.

 

WAITING EXPERIENCE: Based on frequent flyer programme status or class of travel, customers may have access to one of over 200 one-world member airline lounges, where it is a pleasure to wait. Since, there are more than 200 of these lounges located throughout the one-world network. There should be a lounge available for customers to relax, continue to work, have a meeting or in some locations, enjoy a refreshing shower.
Questions:

1. In regards to managing the customers when demand and capacity cannot be matched what are the strategies followed by the customers?                   (5 Marks)
2. If there is a scope to handle the demand of the service firm, but not the capacity, then as a manager of a service firm, what do you do?               (10Marks)

 

 

 

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