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.

As the service sectors play an increasingly important role in all economies worldwide, service executives and professionals are well advised to recognize two main pathways to achieving sustainable success in services. The first path requires enhancing the strategic differentiation and operational excellence of their service enterprises; the second requires that these executives and their employees develop the knowledge and skills needed to achieve such success. Specifically, this book discusses actionable methodologies needed to generate creative ideas, including deciding on which ones to pursue; on how to justify projects financially; on how to manage the development projects for innovative services; and on how to reach out to customers and offer them superior service support.

This is the first book on the role of values in developing and managing service companies, emphasizing sustainable business. The authors examine the role of values in forming a service culture which creates customer value.

In reading this book, you will find that The Six Principles of Service Excellence IS: A simple, yet comprehensive, step-by-step process that, if followed implicitly, will lead any organization (small or large) to achieving and sustaining a work environment that will foster superior employee performance and service excellence. More than a theory or concept. It is a process that is effectively used in many healthcare, financial, legal, hospitality and food service organizations today by skilled and knowledgeable performance consultants and leaders. You will further come to realize that The Six Principles of Service Excellence IS NOT: A quick-fix. It is not about herding a group of employees through a 2-4 hour customer service workshop and calling it a day. For everyone, nor every organization. Without 100% commitment and involvement from senior leadership, it will not thrive. A superficial, Pep Rally. It is about making sound decisions and implementing interventions that will create lasting results.

Kaufman takes you on a journey into the new world of service. Learn how the world's leading companies have changed the game, and how you can successfully follow this path to an uplifting service transformation.

In the present global context, some countries still face many challenges to bringing about inclusive, efficient, and environmentally sustainable development. Simultaneously, the stakes of survival are rising, as climate change exacerbates both environmental and social ills. Asia as a region is particularly vulnerable, as it is densely populated and includes both developed and developing countries. The Routledge Handbook of Sustainable Development in Asia seeks to examine these issues in depth. Presenting a comprehensive literature review, as well as numerous case studies, this book examines sustainable development from economic and social perspectives, as well as from an environmental viewpoint. Divided into seven parts, the topics addressed include: Environmental challenges Energy dependence and transition Economic justice Social welfare Sustainable governance Providing comprehensive coverage of a wide variety of countries in the region, this handbook will be useful for students and scholars of sustainable development, environment and society, and Asian Studies in general.