Unexpected disruptions can transform an anticipated trip into a logistical challenge. My recent experience with Philippine Airlines (PAL) and Morerooms highlighted several lessons in service marketing that I believe are worth sharing. My wife and I had a few days free in March 2024, so we decided to embark on a bonding trip from Manila to nearby Hong Kong and […]
Service Marketing
Dr. Prof. Geoffrey Chua is a tenured associate professor of operations management at the Nanyang Business School (NBS), Nanyang Technological University in Singapore. His research and specialization spans the areas of supply chain management, service operations, decision science and operations-marketing interface. He has published in leading journals and was awarded the Research Excellence Award by NBS in 2015 and 2011. He […]
Bistro Group is the biggest international casual dining chain in the Philippines with 17 major restaurant brands like Italianni’s, TGIFridays, Fish & Co., and Watami, to cite a few. Bistro Group President Paul Manuud shares his insights on creating service memories. Q1. What is the service philosophy of The Bistro Group? How is the philosophy reflected in the service policies […]
Q1: You were a La Salle brother for 5 years but decided to be a marketer of P&G, Citibank, Pepsi and Sara Lee, what attracted you to marketing that made you give up a vocation? I did not leave the La Salle Brothers to pursue a marketing career; the latter was coincidental. In 1977, after four years of formation in […]
Q1: You graduated from West Point and is a co-alumni of former Philippine president Fidel Ramos. What pieces of advice, experiences or lessons has he shared with you and other fellow West Pointers about government service? FVR Knows How To Manage People, Whether His Peer Or Subordinate. He Is A Great Motivator Who Understands How To Balance Interests. What I […]
Q1: Jacksonhole in Wyoming is the no. 1 ski resort in North America while Four Seasons Resort Hotel is the only 5-star, AAA 5-diamond hotel in Jacksonhole. What differentiates your hotel from other resort hotels or what do your guests experience in Four Seasons that they can’t get from other hotels? There is a great osmosis between JHMR (Jackson Hole Mountain Resort) and […]
Q1: Congratulations on being the 2014 President of the Philippine Marketing Association. How is marketing an association different (or similar) from marketing a product or a service? Facebook Twitter Pinterest LinkedIn Print Email