Service innovation of postal and courier services in Malaysia: Will it lead to customer responsiveness?
In Malaysia, the national postal services and private courier companies significantly contribute towards the national economy and also provide the employment opportunities. Postal and courier services in Malaysia have undergone a radical change due to the rapid evolution of Information Communication...
| Main Authors: | , , |
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| 格式: | Conference or Workshop Item |
| 语言: | English |
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2012
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| 主题: | |
| 在线阅读: | https://repo.uum.edu.my/id/eprint/5742/2/Al.pdf |
| _version_ | 1825801841978376192 |
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| author | Noordin, Alminnourliza Hasnan, Norlena Osman, Hasni |
| author_facet | Noordin, Alminnourliza Hasnan, Norlena Osman, Hasni |
| author_sort | Noordin, Alminnourliza |
| collection | UUM |
| description | In Malaysia, the national postal services and private courier companies significantly contribute towards the national economy and also provide the employment opportunities. Postal and courier services in Malaysia have undergone a radical change due to the rapid evolution of Information Communication Technology (ICT).Nevertheless, the need to have efficient postal and courier services is undeniable because of the increase in e-commerce applications these days and the need for integrated supply chain.Unlike the manufacturing sector, the innovation models in the service are still inconsistent.This requires further investigation especially in the postal and courier services.The investment in service innovation is huge but the question remains.Will it lead to customer responsiveness? Hence, this study seeks to develop a model that link three main variables: service innovation, information communication technology (ICT) capability, and customer responsiveness.This link has been given little attention by prior research particularly in the postal and courier services sector.The proposed model is discussed in the paper. |
| first_indexed | 2024-07-04T05:28:42Z |
| format | Conference or Workshop Item |
| id | uum-5742 |
| institution | Universiti Utara Malaysia |
| language | English |
| last_indexed | 2024-07-04T05:28:42Z |
| publishDate | 2012 |
| record_format | eprints |
| spelling | uum-57422016-04-20T08:33:34Z https://repo.uum.edu.my/id/eprint/5742/ Service innovation of postal and courier services in Malaysia: Will it lead to customer responsiveness? Noordin, Alminnourliza Hasnan, Norlena Osman, Hasni HD28 Management. Industrial Management HE Transportation and Communications In Malaysia, the national postal services and private courier companies significantly contribute towards the national economy and also provide the employment opportunities. Postal and courier services in Malaysia have undergone a radical change due to the rapid evolution of Information Communication Technology (ICT).Nevertheless, the need to have efficient postal and courier services is undeniable because of the increase in e-commerce applications these days and the need for integrated supply chain.Unlike the manufacturing sector, the innovation models in the service are still inconsistent.This requires further investigation especially in the postal and courier services.The investment in service innovation is huge but the question remains.Will it lead to customer responsiveness? Hence, this study seeks to develop a model that link three main variables: service innovation, information communication technology (ICT) capability, and customer responsiveness.This link has been given little attention by prior research particularly in the postal and courier services sector.The proposed model is discussed in the paper. 2012-06-29 Conference or Workshop Item PeerReviewed application/pdf en https://repo.uum.edu.my/id/eprint/5742/2/Al.pdf Noordin, Alminnourliza and Hasnan, Norlena and Osman, Hasni (2012) Service innovation of postal and courier services in Malaysia: Will it lead to customer responsiveness? In: 2012 International Conference on Knowledge, Culture and Society (ICKCS 2012), 29th to 30th June 2012 , Jeju Island, Korea (South) . http://www.ickcs.org/index.htm |
| spellingShingle | HD28 Management. Industrial Management HE Transportation and Communications Noordin, Alminnourliza Hasnan, Norlena Osman, Hasni Service innovation of postal and courier services in Malaysia: Will it lead to customer responsiveness? |
| title | Service innovation of postal and courier services in Malaysia: Will it lead to customer responsiveness? |
| title_full | Service innovation of postal and courier services in Malaysia: Will it lead to customer responsiveness? |
| title_fullStr | Service innovation of postal and courier services in Malaysia: Will it lead to customer responsiveness? |
| title_full_unstemmed | Service innovation of postal and courier services in Malaysia: Will it lead to customer responsiveness? |
| title_short | Service innovation of postal and courier services in Malaysia: Will it lead to customer responsiveness? |
| title_sort | service innovation of postal and courier services in malaysia will it lead to customer responsiveness |
| topic | HD28 Management. Industrial Management HE Transportation and Communications |
| url | https://repo.uum.edu.my/id/eprint/5742/2/Al.pdf |
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