Saturday, February 26, 2011

Insights about Service Marketing

Business activities abound each day and unknown to many consumers, thousands of operations occur before they get to see the product, buy and consume it. In the physical distribution aspect or logistics for instance, series of servicing activities are performed.

The dynamic nature of marketing consists a common practice to achieve organizational objectives which is rendering of service as a function associated with the selling of goods and as the main product offered to customers. Buying an equipment or home appliance with seller’s assistance to assemble it is a form of “extended product” i.e. a service is being rendered to customers for buying the product. While it is true that product includes services, marketing of the former is a lot different and pretty well challenging. Banking, health care, transportation and education among others belong to the service industry with products so unique and tailored suit for customer satisfaction.

As one of the learners of marketing, here's a couple of things I would like to share.

·         Service Marketing is the fastest growing segment of the economy to date. Much of our attention and even in business education has been given to tangible goods. Reading the materials about service marketing reminded me once again of its impact to businesses and consumers alike. The subject is not simply part of the curriculum which I think should be included because of its relevance to every business transactions and customer satisfaction. Glad that courses on service management are now offered in some universities to meet this growing need for a comprehensive knowledge about the subject and make use of it to satisfy customers.

·         The distinctive characteristics of services make it a very challenging business undertaking. Moreover, these factors put to test marketing managers’ innovative ideas to meet customer needs. Intangibility for instance makes service quite difficult to sell because customers don’t see, feel, taste and smell before paying for it. It is then the task of the managers to convey exactly the message about the company’s offer. This can be done by using visual presentations featuring the impressive tangible aspects of the facilities, accommodating sales personnel and the benefits derived from the service.

·         Customer satisfaction is hardly achieved because customers have different preferences. Service then should be highly customized and tailored suit to meet customer expectations. What makes it more challenging is that one unhappy customer results to losses in the long term because others won’t be willing to try the service based on the experience of the previous customer. 

Thursday, February 10, 2011

Education Amidst Danger and Stigma

        I dared not choose but accept. I complained but have pursued. I died but have lived.
        It was a dusky room when I heard my parents discussing. “How can we send our child to college? My earnings in driving “habal-habal” is just enough for our daily needs”, my father uttered. “We’ll try to find means”, my mother explained. “She should not be sent to Marawi because of the prevailing battle, what might happen to our child there, I cannot afford to lose her.” “If not in Marawi, where can we send her?”, my father added. Tears flew silently from my eyes and I pitied myself. “How can I fulfill my ambition of finishing a degree, of helping my parents and of making myself a role model to my nephews and nieces?” I asked myself.
        What then is MSU? Why does it have the stigma as a horrible place? Some unforgettable memories surface.
        Boom! Bang! Bang! Bang! Oh my God, what is it? I slowly moved from my bed and immediately closed the window. Bang! Bang! Bang! The firing of guns continued, as if it was targeted to me. “Oh my God, I should not be hit. I’m not prepared to die. I still have mission to accomplish.” Bang! Bang! Bang! “Kuya Jun!”, I shouted but he was deeply asleep. Bang! Bang! Bang! I hurriedly ran out from my room and asked for protection from the management. “Rachel, it’s a manifestation that the Ramadhan Season has commenced”, he explained and I sighed. “Huh, I really thought there’s an encounter between the rebels and the military. Thanks Kuya Sam, at least now I learned one of your traditions. “Thank God, I am safe.”
        I got my share of food and went home when a brick of hollow blocks hit my back. Why? What caused this? “Ouch, it hurts!” And the criminals ran swiftly and I could not find any of them. “This is really a horrid place.”
        My mother texted me and waited for a reply. I got no remaining balance and hurriedly went down to SM 1 to buy load. While going back to Ararat Cottage, someone attacked me and forcefully insisted, “Give me your phone!” “Ha?” I exclaimed. “Oh no! Please don’t get this.” The culprit immediately striked my left shoulder with a hard muscled fist and a weapon on it. I was petrified for a moment because blood flew from my shoulder. And then I begged, “Oh no, please give it back to me!” I thought he would not even think of snatching my Nokia 5110, a phone gone obsolete, but he had escaped with it!  I tried chasing him but to no avail. I reported the incident to the landlord and they tried to search the thief but couldn’t find him.
        Yes, I am a victim of traumatic experiences, a sufferer incarcerated in the dungeon of fears about the worse things that might happen to me here. Every other month, prattle spreads like a holocaust regarding unimaginable transgression. A boy killed, a girl raped, a student wounded, and a lot more. Oh no, these occurrences are life threatening, mind boggling and emotionally daunting.
        What made me persistent then, that even after graduation, I dared work here as a faculty? Faculty member? Have I not had enough? All my tragic experiences and the prevailing crimes should have discouraged me! Well, it is because this academe has consistently perpetuated its mission and vision of providing the students quality education despite the overwhelming odds. MSU humbly lives to the pedestal by integrating diverse culture and guiding the learners to be ambassadors and diplomats of peace. I believe these two impressive deeds are the epitome of proudly endorsing MSU graduates to the actual world of professions.
        Administrators of this glorious institution, you are given the challenge to meet the fast changing trends of information and communication, to gradually equip the students with innovative techniques and provide them sophisticated facilities to keep pace with the global call of modernization and the most important thing is to be exemplaries of promoting peace.
        Faculty members, never be tired of imparting your knowledge because the future depends on you. Be patient in inculcating the values one should possess to be competitive. Compromise if possible to mold the students despite the deprivation of using highly sophisticated facilities for instruction. And also, be like second parents to your students who will rear them with extra love and care. Be proud of your profession.
        MSUans, begrudge not on what students of the cities are experiencing. Never grumble that you are left behind or feel inferior of your education here. After all, knowledge economy workforce does not only call for enthusiasts fully equipped with all the technological academic facilities. It’s more than that. It simply awaits for individuals molded with a character, developed with attitude, making you MSUans, an edge over others.
        Truly it is only with the heart that one can see rightly. What is essential is invisible to the eyes.


My Dreams in Life

            Everything starts from a dream. It is the driving force that makes an individual hopeful and persistent to achieve what he wants. Fortunes have been made out of a desire to make life better and more meaningful. With its essence, dream sets the direction to where you are heading. It may change as you go through life but will remain strong if you stick to it. I believe that dreams become more powerful if we put it in writing. The forces of the universe will conspire to make it happen and you will meet people who will help you realize it. Moreover, you will be amazed how places and situations are revealed to make you achieve your dreams. Robert Kiyosaki once said that “dreams must be in writing, if they are not written, they are mere wishes.”  Here are my dreams in life:


1.     I want to establish RSC School of Entrepreneurship at Xavier Heights, Cagayan de Oro City on June 1, 2020 together with RSC Foundation on the 2nd year of the school’s launching. This is to encourage students become future entrepreneurs of the country, the true pacesetters of the country’s economic progress.
2.    I will have my mansion on July 24, 2025 at Xavier Heights.
3.   I will be truly rich at the age of 33.
4.   I want to travel the world with my family.
5.   I want to have cars.
6.   I want to own beaches and resorts.
7.   I will earn my doctorate on business administration on March 2015.


1.  I will finish my Master in Business Management on March 2012.
2.  I will be the Dean of the College of Business Administration and Accountancy on May 1, 2016.
3.  I will have a perfect health starting today.
4.  I want to ride a roller coaster this December.
5.  I want to spend a two week vacation at Boracay with my family

I dream big because this will be my burning desire to live life to the fullest. With God as my guide, I will make it through one day.

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