scholarly journals Using e-wallet for business process development: challenges and prospects in Malaysia

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Md. Mahmudul Alam ◽  
Ala Eldin Awawdeh ◽  
Azim Izzuddin Bin Muhamad
Keyword(s):  
Customer Service ◽  
Service Management ◽  
Swot Analysis ◽  
Process Development ◽  
Service Providers ◽  
Rapid Development ◽  
Secondary Data ◽  
Content Type ◽  
The World Bank ◽  
Market Opportunities

PurposeThis study aims to explore the challenges and prospects of using e-wallets in Malaysia, and what it means for businesses and customers. Suggested here are strategies to leverage the strengths and opportunities as well as overcome the weaknesses and threats. Suggested here are strategies to leverage the strengths and opportunities as well as overcome the weaknesses and threats.Design/methodology/approachThis study analyses the e-wallet phenomenon using a SWOT (Strengths, Weaknesses, Opportunities and Threats) analysis to assess Malaysian business development. It is supported with findings from the literature and secondary data. The relevant secondary data were collected from Bank Negara Malaysia and the World Bank.FindingsThis study shows that e-wallets in Malaysia have still not achieved their purpose but there is huge potential to do so. The SWOT analysis identified several strengths (e.g. financial incorporation, easy to access, protection and safety, simple for other accounts to connect to, product and consumer service management, quick to implement/administer), weaknesses (e.g. lack of infrastructure and the “tapping” of devices already cornered by the mobile phone market, opportunities (e.g. eliminating fraud, better customer service, promotion/loyalty that can be built into customer experience) and threats (e.g. attacks from viruses, frequent inquiries whether multiple wallets can be used by clients, the concerns of reckless spending behaviour of the e-wallet users).Research limitations/implicationsThis study is crucial for assessing the current situation and the prospects of e-wallets in Malaysia. This study also offers significant insights for policymakers and e-wallet service providers to develop appropriate strategies to enhance e-wallet services in Malaysia.Originality/valueThis paper is the first of its kind to integrate a SWOT analysis and the rapid development of the e-wallet market in Malaysia. Hence, the findings could broaden our knowledge on the fintech industry and enable firms to participate in the e-wallet market.

Agro-Innovation – Path to Agricultural Entrepreneurship: Feasibility Study

2019 ◽  
Vol 5 (1) ◽  
pp. 63
Author(s):  
Elias Kamaruzzaman ◽  
Norzaidi Mohd Daud ◽  
Samsudin Wahab ◽  
Rozhan Abu Dardak
Keyword(s):  
Migrant Workers ◽  
Production Cost ◽  
Swot Analysis ◽  
Service Providers ◽  
Secondary Data ◽  
Financial Cost ◽  
Technology Changes ◽  
Property Owners ◽  
The Government ◽  
Agricultural Entrepreneurship

Technology changes will always be for the better, not only to the end users but also to the intellectual property owners of the technology and the implementers of the technology. The objective of this paper is to study the feasibility and viability for entrepreneurs to become service providers for the dispensation of fertilizers, pesticides, fungicides and supporting services such as aerial crop reconnaissance using Unmanned Aerial Vehicles (UAV) or drones. The methodology used for this study is SWOT Analysis. Both primary and secondary data is used for this analysis. This study finds that paddy farming employing drones is feasible. The beneficiaries of this study shall be the government, by way of lowering financial cost to subsidise the paddy planting, the farmers who no longer need the services of migrant workers, thus saving production cost, and finally the drone service providers and their downstream business associates who can engaged themselves in very lucrative businesses.

scholarly journals STRATEGI PENGEMBANGAN USAHA INDUSTRI KERAJINAN BAMBU BATIK UD. BETRIS DI KELURAHAN MERAS KECAMATAN BUNAKEN KOTA MANADO

2018 ◽  
Vol 14 (3) ◽  
pp. 79
Author(s):  
Julia ., Lendombela ◽  
Melsje Y. Memah ◽  
Agnes E. Loho
Keyword(s):  
Swot Analysis ◽  
Raw Materials ◽  
Secondary Data ◽  
Production Equipment ◽  
External Factors ◽  
Government Support ◽  
Primary Data ◽  
Internal Factors ◽  
Market Opportunities ◽  
The Government

This study aims to identify internal factors and external factors of UD Betris, as well as to determine the strategy for developing the business of bamboo batik handicraft industry UD Betris. Betris in Meras Village. This research was conducted from April to June 2018. The data used were primary data and secondary data. Primary data is obtained through observation and interviews which are divided into two parties, namely internal parties (business owners and labor) and external parties (local government and consumers) with 8 (eight) respondents. Meanwhile, secondary data was obtained from literature studies. Analysis of the data used is by using a SWOT analysis. The results showed that internal factors include: raw materials, quality of raw materials, price of raw materials, product uniqueness, business spirit and craftsman skills, product prices, product durability and quality, not having financial records, traditional production equipment, product arrangement that has not been arranged neat, promotion is not efficient, does not have a special place of business, and there is no parking space. external factors include: high market opportunities, government support, opportunities for training, opportunities to participate in exhibitions, plastic substitute goods, interest in business successors, and the existence of competitors using modern production tools. Based on the SWOT diagram, the chosen strategy is a combination of SO, namely: 1) Maintaining product quality and continuing to develop products by innovating to create bamboo handicraft products with new designs. 2) Continue to work with the government and related agencies to develop and expand marketing areas so that products are better known to local and foreign communities through training and exhibition events. *jnkd*.

scholarly journals Towards a circumplex typology of customer service experience management practices: a dyadic perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yasin Sahhar ◽  
Raymond Loohuis ◽  
Jörg Henseler
Keyword(s):  
Customer Service ◽  
Management Practices ◽  
Ad Hoc ◽  
Service Providers ◽  
Service Industries ◽  
Customer Journey ◽  
Service Experience ◽  
Content Type ◽  
Knowledge Intensive ◽  
Five Phases

PurposeThe purpose of this study is to identify the practices used by service providers to manage the customer service experience (CSE) across multiple phases of the customer journey in a business-to-business (B2B) setting.Design/methodology/approachThis study comprises an ethnography that investigates in real time, from a dyadic perspective, and the CSE management practices at two service providers operating in knowledge-intensive service industries over a period of eight months. Analytically, the study concentrates on critical events that occurred in phases of the customer journey that in some way alter CSE, thus making it necessary for service providers to act to keep their customers satisfied.FindingsThe study uncovers four types of service provider practices that vary based on the mode of organization (ad hoc or regular) and the mode of engagement (reactive or proactive) and based on whether they restore or bolster CSE, including the recurrence of these practices in the customer journey. These practices are conveniently presented in a circumplex typology of CSE management across five phases in the customer journey.Research limitations/implicationsThis paper advances the research in CSE management throughout the customer journey in the B2B context by showing that CSE management is dynamic, recurrent and multifaceted in the sense that it requires different modes of organization and engagement, notably during interaction with customers, in different phases of the customer journey.Practical implicationsThe circumplex typology acts as a tool for service providers, helping them to redesign their CSE management practices in ongoing service and dialogical processes to keep their customers more engaged and satisfied.Originality/valueThis paper is the first to infuse a dyadic stance into the ongoing discussion of CSE management practices in B2B, in which studies to date have deployed only provider or customer perspectives. In proposing a microlevel view, the study identifies service providers' CSE management practices in multiple customer journey phases, especially when the situation becomes critical.

Making Santorini: reflecting on the past, imagining the future

2017 ◽  
Vol 10 (2) ◽  
pp. 106-120 ◽  
Author(s):  
Maria Lichrou ◽  
Lisa O’Malley ◽  
Maurice Patterson
Keyword(s):  
Service Providers ◽  
Local Level ◽  
Age Groups ◽  
Tourism Development ◽  
Secondary Data ◽  
Online News ◽  
Place Making ◽  
Content Type ◽  
Mass Tourism ◽  
Landscape Degradation

Purpose Strategic analyses of Mediterranean destinations have well documented the impacts of mass tourism, including high levels of seasonality and landscape degradation as a result of the “anarchic” nature of tourism development in these destinations. The lack of a strategic framework is widely recognised in academic and popular discourse. What is often missing, however, is local voice and attention to the local particularities that have shaped the course of tourism development in these places. Focusing on narratives of people living and working in Santorini, Greece, this paper aims to examine tourism development as a particular cultural experience of development. Design/methodology/approach The authors conducted narrative interviews with 22 local residents and entrepreneurs. Participants belonged to different occupational sectors and age groups. These are supplemented with secondary data, consisting of books, guides, documentaries and online news articles on Santorini. Findings The analysis and interpretation by the authors identify remembered, experienced and imagined phases of tourism development, which we label as romancing tourism, disenchantment and reimagining tourism. Research limitations/implications Professionalisation has certainly allowed the improvement of quality standards, but in transforming hosts into service providers, a distance and objectivity is created that results in a loss of authenticity. Authenticity is not just about what the tourists seek but also about what a place is or can be, and the “sense of place” that residents have and use in their everyday lives. Social implications Local narratives offer insights into the particularities of tourism development and the varied, contested and dynamic meanings of places. Place narratives can therefore be a useful tool in developing a reflexive and participative place-making process. Originality/value The study serves the understanding of how tourism, subject to the global-local relations, is a particular experience of development that shapes a place’s identity. The case of Santorini shows how place-making involves changing, multilayered desires and contradictory visions of tourism and development. This makes socio-cultural and environmental challenges hard to resolve. It is thus challenging to change the course of development, as various actors at the local level and beyond have diverse interests and interpretations of what is desirable for the place.

Employing proactive interaction for service failure prevention to improve customer service experiences

2017 ◽  
Vol 27 (1) ◽  
pp. 164-186 ◽  
Author(s):  
Hyunju Shin ◽  
Alexander E. Ellinger ◽  
David L. Mothersbaugh ◽  
Kristy E. Reynolds
Keyword(s):  
Customer Service ◽  
Service Provision ◽  
Service Providers ◽  
Service Failure ◽  
Marketing Research ◽  
Theory And Practice ◽  
Future Research ◽  
Content Type ◽  
Failure Prevention ◽  
Patronage Behavior

Purpose Services marketing research continues to be largely focused on firms’ reactive interactions for recovering from service failure rather than on proactive customer interactions that may prevent service failure from occurring in the first place. Building on previous studies that assess the efficacy of implementing proactive interaction in service provision contexts, the purpose of this paper is to compare the influences of proactive interaction to prevent service failure and reactive interaction to correct service failure on customer emotion and patronage behavior. Since proactive interaction for service failure prevention is a relatively underexplored and resource-intensive approach, the authors also assess the moderating influences of customer and firm-related characteristics. Design/methodology/approach The study hypotheses are tested with survey data from two scenario-based experiments conducted in a retail setting. Findings The findings reveal that customers prefer service providers that take the initiative to get to them before they have to initiate contact for themselves. The findings also identify the moderating influences of relationship quality, situational involvement, and contact person status and motive. Originality/value The research contributes to the development of service provision theory and practice by expanding on previous studies which report that proactive efforts to prepare customers for the adverse effects of service failure are favorably received. The results also shed light on moderating factors that may further inform the exploitation of resource-intensive proactive interaction for service failure prevention. An agenda is proposed to stimulate future research on proactive customer interaction to prevent service failure in service provision contexts.

The IMF, its mandate and influence in prevention of financial sector abuse

2016 ◽  
Vol 23 (4) ◽  
pp. 987-1011
Author(s):  
Norman Mugarura
Keyword(s):  
World Bank ◽  
Secondary Data ◽  
Financial Sector ◽  
Data Sources ◽  
Content Type ◽  
The World Bank ◽  
The World ◽  
Secondary Data Sources ◽  
Work Done ◽  
The Imf

Purpose The purpose of this paper is to articulate the mandate of the International Monetary Fund (IMF) not least in promoting a sound legal regulatory environment for markets to operate globally and its inherent challenges. While acknowledging the plausible work done by the IMF in supporting countries to achieve their macro-economic stability, the paper articulates some of its shortcomings as a global institution. It is evident that the post-war climate in which the World Bank and IMF were created has drastically changed – which presupposes that these institutions now need to reposition themselves to reflect on contemporary global challenges accordingly. The author has argued in the past that a robust regulatory system should be devised taking into account the dynamic challenges in the market environment but also to prevent them from happening again. Design/methodology/approach The paper has utilized empirical evidence to evaluate the mandate of the IMF in addressing its dynamic challenges such as the global financial and debt crises in Europe and the USA and prevention of financial sector abuse globally. The IMF is one of the Bretton Woods Institutions charged with the oversight responsibility to enforce policies and enable countries to manage their macro-economic challenges efficiently. Findings The findings demonstrate that the IMF is as relevant and important as it was when it was created in 1945. However, there is a need for intrinsic and structural changes within this institution to continue discharging its mandate in a changed global regulatory landscape. The IMF is still crucial in fostering a fundamental stabilization function to fragile global economies in areas of financial and technical assistance, and developing requisite legal and supervisory infrastructure within fledging member countries. Research limitations/implications The paper was written by analysis of both theoretical and empirical data largely based on secondary data sources. It would have been better to first present the findings in an international conference to solicit wide views and internalize them accordingly. Practical implications While acknowledging the plausible work done by the IMF and its counterpart the World Bank in facilitating global financial markets regulation and prevention of financial sector abuse, as oversight institutions, they need to constantly review their mandate to respond robustly to their dynamic challenges such as the global and debt crises and financial sector abuse. Oversight institutions need to constantly review and adapt their mandate accordingly, if they are to discharge their varied responsibilities efficiently. They cannot stand still in the face of challenges because they will be superseded and kept at a back foot. Social implications Markets and states are embedded in each other, and the way they are regulated is of a significant importance to varied stakeholders and people. Originality/value This paper is one of its kind, is unique in its character and evaluates embedded issues using empirical evidence in a way not done in its context before. Secondary data sources have been evaluated to achieve a thoughtful analysis of the objectives of the paper.

Is consumer forgiveness possible?

2019 ◽  
Vol 31 (4) ◽  
pp. 1567-1587 ◽  
Author(s):  
JungYun (Christine) Hur ◽  
SooCheong (Shawn) Jang
Keyword(s):  
Service Management ◽  
Service Providers ◽  
Service Failure ◽  
Management Strategies ◽  
Negative Effects ◽  
Content Type ◽  
Service Failures ◽  
Recovery Strategies ◽  
The Usa ◽  
Hotel Managers

PurposeThis study aims to investigate how consumer forgiveness is formed by examining rumination and distraction by consumers in hotel service failures.Design/methodology/approachData were collected using a self-administered questionnaire in the USA. A total of 371 usable responses were obtained. Anderson and Gerbing’s two-step approach was used to assess the measurement and structural models.FindingsThis study suggests that rumination and distraction play significant roles in processing consumer forgiveness. Self-focused rumination and distraction increase consumer forgiveness, whereas provocation-focused rumination exacerbates the negative effects of service failure severity on consumer forgiveness. This study also shows that gender differences exist. Men were more likely than women to link self-focused rumination and distraction to their intentions to forgive a service provider.Practical implicationsThis study is helpful for hotel managers to understand the mechanisms of consumer forgiveness in service failures and develop effective recovery strategies. Managers should aim to lessen consumers’ provocation-focused rumination while encouraging self-focused rumination and distraction. In addition, because of the differences in the process of consumer forgiveness between men and women, it is critical to differentiate the two groups in designing targeted recovery strategies for service failures.Originality/valueThis study investigates consumer forgiveness as a behavioral outcome following service failures that may help consumers achieve psychological balance and allow service providers a chance to restore the broken relationship. This study adds new information for understanding consumer responses and provides a basis for effective service management strategies.

Service with a conscience: moral dilemmas in customer service roles

2017 ◽  
Vol 27 (3) ◽  
pp. 689-711 ◽  
Author(s):  
Dana Yagil ◽  
Tamar Shultz
Keyword(s):  
Customer Service ◽  
Service Providers ◽  
Personal Values ◽  
Moral Dilemmas ◽  
Moral Emotions ◽  
Moral Decision Making ◽  
Moral Conflicts ◽  
Content Type ◽  
Service Employees ◽  
Moral Decisions

Purpose Service employees are frequently exposed to moral dilemmas as a result of their boundary role, attending to the interests of both the organization and customers. The purpose of this paper is to explore organizational and personal values that generate moral dilemmas in the service context, as well as emotions related to employees’ moral decisions. Design/methodology/approach Using the critical incidents technique, data were collected from service providers about moral dilemmas in the workplace. The data were analyzed independently by each author, with an agreement rate of 84-88 percent. Findings The results show that service employees confront dilemmas as a result of conflicts between the following organizational and personal values: standardization vs personalization; profit vs integrity; and emotional display rules vs dignity. Moral decision making involves emotions generated by customer distress, negative emotions toward customers, and emotions of guilt, shame, or fear. Originality/value Little research has studied moral conflicts in service encounters from employees’ perspective. Using a qualitative approach, this study explores the role of personal values and moral emotions in such processes.

The perceived impact of successful outsourcing on customer service management

2005 ◽  
Vol 10 (5) ◽  
pp. 402-411 ◽  
Author(s):  
Kok Wei Khong
Keyword(s):  
Customer Service ◽  
Structural Equation ◽  
Service Management ◽  
Single Equation ◽  
Key Factors ◽  
Content Type ◽  
Equation Modelling ◽  
Dependent Variables ◽  
Customer Service Management ◽  
Perceived Impact

PurposeThe purpose of this paper is to examine the perceived impact of outsourcing on customer service management.Design/methodology/approachThe examination was conducted via a survey on 124 companies in Malaysia. Using the framework from Elmuti, factors manifesting customer service management were regressed on the key factors manifesting successful outsourcing. Hence a model was contrived. Structural equation modelling (SEM) was used to estimate the model.FindingsThe model was able to provide predictive implications on customer service management, given the activities of key factors manifesting successful outsourcing. In other words to improve customer service management, companies could control their outsourcing activities.Originality/valueThis paper offers an approach to measure the effects of multiple independent variables on multiple dependent variables. Using SEM, multivariate analyses were mathematically represented in a single equation. In this equation, companies could holistically compose strategies to optimise their management in customer service.

Customer service innovations in the Indian hospitality industry

2016 ◽  
Vol 8 (4) ◽  
pp. 416-431 ◽  
Author(s):  
Sonia Bharwani ◽  
David Mathews
Keyword(s):  
Customer Service ◽  
Hospitality Industry ◽  
Qualitative Interviews ◽  
Secondary Data ◽  
Business Environment ◽  
Content Type ◽  
Indian Context ◽  
Physical Asset ◽  
Emotional Level ◽  
Shed Light

Purpose The hospitality industry the world over is transforming from a product-focused, physical-asset-intensive business to a customer-focused, experience-centric one. This research aims at evolving a typology of customer-centric hospitality innovations. It attempts to explicitly capture the intrinsic DNA of hospitality innovations in the Indian context by exemplifying the typology posited with customer service innovations adopted by contemporary hoteliers that provide new ways of managing and enhancing customer experience. Design/methodology/approach This study is based on primary research through qualitative interviews conducted with select hospitality professionals, supplemented by secondary research in the form of a review of academic literature, as well as other secondary data sources such as company websites and travel websites which shed light on customer service innovations in the Indian context. Findings To develop and sustain competitive advantage, hospitality businesses are increasingly channelizing their efforts to provide innovative and holistic experiential service offerings. Service innovations are being tailored to cater to the unique personal tastes and requirements of hotel guests to connect with individual guests on a personal and emotional level to create memorable hospitality experiences. Research limitations/implications Practitioners, researchers and educationists in the hospitality industry would find the implications of this study useful in the context of the present customer-centric business environment where hotels are constantly striving to meet the exponentially rising bar of guest expectations. Originality/value The research highlights that it is critical to keep the customers’ perspectives central while designing innovative hospitality products. Further, it is important to create a cadre of innovation champions and service enthusiasts who can engender a culture of service innovation within the organisation.

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