Editors:
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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Table of contents (7 papers)
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Front Matter
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Back Matter
About this book
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.
Editors and Affiliations
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Information Science and Technology, Universiti Kebangsaan Malaysia, Bangi, Malaysia
Nur Fazidah Elias, Ruzzakiah Jenal, Hazilah Mohd Amin, Hazura Mohamed, Siti Aishah Hanawi
About the editors
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.
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
DOI: https://doi.org/10.1007/978-981-16-2579-4
Publisher: Springer Singapore
eBook Packages: Business and Management, Business and Management (R0)
Copyright Information: The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Nature Singapore Pte Ltd. 2021
Hardcover ISBN: 978-981-16-2578-7Published: 23 July 2021
Softcover ISBN: 978-981-16-2581-7Published: 24 July 2022
eBook ISBN: 978-981-16-2579-4Published: 22 July 2021
Edition Number: 1
Number of Pages: X, 95
Number of Illustrations: 7 b/w illustrations, 27 illustrations in colour
Topics: IT in Business, Operations Management, Services, Sustainable Development