Service Excellence for Sustainability

Lessons from Malaysia, Japan, and Taiwan

Editors: Elias, N.F., Jenal, R., Mohd Amin, H., Mohamed, H., Hanawi, S.A. (Eds.)

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  • 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
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eBook $139.00
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  • ISBN 978-981-16-2579-4
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Hardcover $179.99
price for USA in USD
  • ISBN 978-981-16-2578-7
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About this book

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.

About the authors

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 research papers. 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 (7 chapters)

Table of contents (7 chapters)
  • Service Science Sustainability from the View of Asia Pacific

    Pages 1-12

    Elias, Nur Fazidah (et al.)

  • Service Science and Sustainability

    Pages 13-28

    Lin, Fu-Ren

  • Service Sustainability Paradigm as a Basis for Transformative Service Society

    Pages 29-35

    Shirahada, Kunio

  • Inland Port in Malaysia: Logistical Revisit

    Pages 37-48

    Saifudin, Adam Mohd (et al.)

  • Think Global, Act Local: Strategies to Develop a Sustainable Mobility Programme in Promoting Socio-Economic Development for a Better Quality Education

    Pages 49-60

    Khalid, Farah Azea (et al.)

Buy this book

eBook $139.00
price for USA in USD
  • ISBN 978-981-16-2579-4
  • Digitally watermarked, DRM-free
  • Included format: EPUB, PDF
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover $179.99
price for USA in USD
  • ISBN 978-981-16-2578-7
  • Free shipping for individuals worldwide
  • Institutional customers should get in touch with their account manager
  • Covid-19 shipping restrictions
  • Usually ready to be dispatched within 3 to 5 business days, if in stock
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Bibliographic Information

Bibliographic Information
Book Title
Service Excellence for Sustainability
Book Subtitle
Lessons from Malaysia, Japan, and Taiwan
Editors
  • Nur Fazidah Elias
  • Ruzzakiah Jenal
  • Hazilah Mohd Amin
  • Hazura Mohamed
  • Siti Aishah Hanawi
Copyright
2021
Publisher
Springer Singapore
Copyright Holder
The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Nature Singapore Pte Ltd.
eBook ISBN
978-981-16-2579-4
DOI
10.1007/978-981-16-2579-4
Hardcover ISBN
978-981-16-2578-7
Edition Number
1
Number of Pages
X, 95
Number of Illustrations
7 b/w illustrations, 27 illustrations in colour
Topics