Service Excellence for Sustainability: Lessons from Malaysia, Japan, and Taiwan

Description: Service Excellence for Sustainability by Nur Fazidah Elias, Ruzzakiah Jenal, Hazilah Mohd Amin, Hazura Mohamed, Siti Aishah Hanawi This book provides significant conceptual and empirical contributions to the understanding of service science and the practices of service sectors in the wake of the fourth industrial revolution bringing together a collection of articles written by keynote and invited speakers at the 2nd Service Science Symposium held on 24 November 2019. The symposium was organised by the Serviceology Society Malaysia (SESMA), which aims to bring service researchers and practitioners under one roof to redefine service concepts and ideas and explore their application in real industrial and community settings. In their contributions, authors present multiple real-world cases of service systems to demonstrate how organisations can incorporate service science to achieve sustainable development. By re-examining the existing service science models and the value creation process using valuable insights obtained from industries and communities in Malaysia, Japanand Taiwan, the authors present a new way forward for organisations. FORMAT Hardcover LANGUAGE English CONDITION Brand New Back Cover This book provides significant conceptual and empirical contributions to the understanding of service science and the practices of service sectors in the wake of the fourth industrial revolution bringing together a collection of articles written by keynote and invited speakers at the 2nd Service Science Symposium held on 24 November 2019. The symposium was organised by the Serviceology Society Malaysia (SESMA), which aims to bring service researchers and practitioners under one roof to redefine service concepts and ideas and explore their application in real industrial and community settings. In their contributions, authors present multiple real-world cases of service systems to demonstrate how organisations can incorporate service science to achieve sustainable development. By re-examining the existing service science models and the value creation process using valuable insights obtained from industries and communities in Malaysia, Japan and Taiwan, the authors present a new way forward for organisations. Author Biography Nur Fazidah Elias is a senior lecturer at Faculty of Information Science and Technology, Universiti Kebangsaan Malaysia (UKM), Malaysia, and a senior researcher at e-Service lab, Centre for Software Technology and Management, UKM. She received her B.Comp.Sc. and M.Eng. from Universiti Teknologi Malaysia (UTM) and obtained her Ph.D. in information systems from Queensland University of Technology (QUT), focusing on the area of information systems (IS) success or IS impact. She specialises in information system success, and her research interests include the impact of IS/enterprise systems to organisations, IS cultural studies, system user satisfaction, service quality, e-service quality, survey design and validation. Ruzzakiah Jenal received her Bachelor of Information Technology in industrial computing from Universiti Kebangsaan Malaysia (UKM), M.Sc. in industrial mathematical modelling from Loughborough University and Ph.D. from UKM. Her Ph.D. is in Mathematics focusing on the area of optimisation of scheduling. Currently, she is a senior lecturer at Faculty of Information Science and Technology, UKM, Malaysia, and a researcher at e-Service lab, Centre for Software Technology and Management, UKM. Her research interests are in mathematical modelling, statistical modelling, service sciences, service delivery and e-service quality.Hazilah Mohd Amin is a senior lecturer at Faculty of Information Science and Technology, Universiti Kebangsaan Malaysia (UKM), Malaysia. At UKM, she has taught numerous courses such as entrepreneurship, statistics, simulation, computer modelling, management science, information technology, management information systems and accounting information systems. She has published several articles in the Asia-Pacific Journal of Information Technology and Multimedia, Jurnal Teknologi (Sains Sosial), International Education Studies, Journal of Social Sciences and other related researchpapers. She holds Bachelor Degree in Mathematics and Statistics from the University of Adelaide, Australia, and Master of Business Administration from Ohio University. Hazura Mohamed received her Bachelor of Mathematics from Universiti Kebangsaan Malaysia (UKM), M.Sc. in Quality and Productivity Improvement from Universiti Kebangsaan Malaysia (UKM) and Ph.D. in Mathematics from Universiti Teknologi Malaysia. Her Ph.D. focused on adhoc network performance. Currently, she is a senior lecturer at Faculty of Information Science and Technology, UKM, Malaysia, and a researcher at e-Service lab, Centre for Software Technology and Management, UKM. Her field of expertise is service quality, exploratory data analytics and quality model.Siti Aishah Hanawi is a Senior Lecturer at Faculty of Information Science and Technology, Universiti Kebangsaan Malaysia (UKM), Malaysia. She received her Bachelor of Science (Mathematics) and Master of Information Technology (Industrial Computing) from Universiti Kebangsaan Malaysia (UKM). She is also a researcher at e-Service lab, Centre for Software Technology and Management, UKM. Her current research interests are in mathematical and statistical modelling, service sciences, exploratory data analytics and quality models. She has published several articles in conferences and journals in the related areas. Table of Contents Contents.- Preface.- List of Abbreviations.- List of Figures.- List of Tables.- Preface.- Chapter I: Introduction to Service Science.- Chapter II: Service Science And Sustainability.- Chapter III: Service sustainability paradigm as a basis for transformative service society.- Chapter IV: Inland Port in Malaysia: Logistical Revisit.- Chapter V: Think Global, Act Local: Strategies to Develop a Sustainable Mobility Program in Promoting Socioeconomic Development for a Better Quality Education,- Chapter VI: Media Psychology in New Era Communication.- Chapter VII: Critical Success Factors for Adopting Servitization Strategy.- Reference.- List of authors (author brief).- Index. Feature Presents and analyzes various cases of service sustainability in Malaysia, Japan, and Taiwan from a value creation in future services perspective Examines how organizations could remain sustainable in the growing service economy Is written in an engaging literary style that can be understood by those with no technical background Details ISBN9811625786 Short Title Service Excellence for Sustainability Language English Year 2021 ISBN-10 9811625786 ISBN-13 9789811625787 Format Hardcover Subtitle Lessons from Malaysia, Japan, and Taiwan DOI 10.1007/978-981-16-2579-4 Publisher Springer Verlag, Singapore Edition 1st Imprint Springer Verlag, Singapore Place of Publication Singapore Country of Publication Singapore Pages 95 Publication Date 2021-07-23 Illustrations 27 Illustrations, color; 7 Illustrations, black and white; X, 95 p. 34 illus., 27 illus. in color. UK Release Date 2021-07-23 Author Siti Aishah Hanawi Edited by Siti Aishah Hanawi Edition Description 1st ed. 2021 Alternative 9789811625817 DEWEY 658.4038011 Audience Professional & Vocational We've got this At The Nile, if you're looking for it, we've got it. With fast shipping, low prices, friendly service and well over a million items - you're bound to find what you want, at a price you'll love! TheNile_Item_ID:134253191;

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