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Service innovation of postal and courier services in Malaysia: Will it lead to customer responsiveness?


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) .

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Abstract

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.

Item Type: Conference or Workshop Item (Paper)
Additional Information: ISSN: 2010-4626 Organized by: IEDRC
Uncontrolled Keywords: Service innovation, postal and courier, Malaysia. responsiveness.
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
H Social Sciences > HE Transportation and Communications
Divisions: School of Technology Management & Logistics
Depositing User: Mdm. Alminnourliza Noordin
Date Deposited: 27 Aug 2012 08:20
Last Modified: 20 Apr 2016 08:33
URI: http://repo.uum.edu.my/id/eprint/5742

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