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

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. From the 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. About the Author 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