Service Excellence for Sustainability

1. Front Matter

   Pages i-x

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2. Service Science Sustainability from the View of Asia Pacific

   • Nur Fazidah Elias, Ruzzakiah Jenal, Hazilah Mohd Amin, Hazura Mohamed, Siti Aishah Hanawi

   Pages 1-12

3. Service Science and Sustainability

   • Fu-Ren Lin

   Pages 13-28

4. Service Sustainability Paradigm as a Basis for Transformative Service Society

   • Kunio Shirahada

   Pages 29-35

5. Inland Port in Malaysia: Logistical Revisit

   • Adam Mohd Saifudin, Nizamuddin Zainuddin

   Pages 37-48

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

   • Farah Azea Khalid, Yazrina Yahya

   Pages 49-60

7. Media Psychology in New Era Communication

   • Huzili Hussin, Adila Ismail, Mohammad Rezal Hamzah

   Pages 61-75

8. Critical Success Factors of Adopting Servitization Strategy

   • Anas Hasbullah, Norani Nordin

   Pages 77-91

9. Back Matter

   Pages 93-95

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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.

• Service innovation
• Servitization and sustainability
• Service Science Symposium
• Service science and fourth industrial revolution
• Service ecosystem development
• Servitization Strategy
• Service sustainability

• Information Science and Technology, Universiti Kebangsaan Malaysia, Bangi, Malaysia

  Nur Fazidah Elias, Ruzzakiah Jenal, Hazilah Mohd Amin, Hazura Mohamed, Siti Aishah Hanawi

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. 

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