SERVICES MANAGEMENT

FULLY SOLVED BOOK LASY 5 YEARS PAPERS SOLVED PLUS GUESS

4.5 SERVICES MANAGEMENT

OBJECTIVE
The objective is to familiarize the students with different services and prepare them with requisite skills to
manage services.
Unit 1: INTRODUCTION TO SERVICES MANAGEMENT 08 Hrs
Meaning of Services – Concepts - Characteristics of Services – Classification of Services – Growth of
Service Sector.
Unit 2: SERVICES MARKETING 
Meaning – Differences between Products and Services – Importance of Services Marketing – Marketing
Mix for Services – 7 P‟s (in detail) Managing Demand and Supply in Service Industry. Service Delivery
Process: Role of Customer in Service delivery process- Quality issues in Services – GAP Model, Managing
moments of Truth
Unit 3: TOURISM AND HOSPITALITY SERVICES 
Introduction – Evolution of Tourism Industry – Concept and Nature of Tourism – Significance of Tourism
Industry- Market segmentation in tourism- Marketing mix of Tourism - Recent Trends in Tourism.
Hospitality Services: Types of Hotels –Types of Accommodation – Departments in Hotels – Customer care
in Hospitality Industry.
Unit 3: BANKING AND INSURANCE SERVICES 
Banking - Introduction – Traditional Services – Modern Services – Recent Trends in Banking Services.
Insurance - Introduction – Meaning and Definition of Insurance – Types of Insurance – Life Insurance –
Products of Life Insurance – General Insurance – Types of General Insurance – Insurance Agents and other
Intermediaries .
Unit 5: HEALTHCARE AND INFORMATION TECHNOLOGY ENABLED
SERVICES (ITES)

Hospitals – Evolution of Hospital Industry – Nature of Service – Risk involved in Healthcare Services –
marketing of medical services – Hospital extension services – Pharmacy, nursing – Medical Transcription.
ITES: Introduction – Growth, Types, Job opportunities in ITES.