The issue of digital divide has an enormous impact on the development of a country as it encompas... more The issue of digital divide has an enormous impact on the development of a country as it encompasses social, economic and political issues. The Malaysian government has initiated various digital strategies to bridge the digital divide among the citizens from different economic, social, and geographical background. However, existing literature has limited knowledge of digital divide in Malaysia. This research aims to investigate the level of digital divide in Malaysia, evaluate the impact the government’s digital initiatives have in bridging the digital divide, and examine the role of IT-enabled service innovations in helping to bridge the digital divide. Based on the underlying concepts of service-dominant logic, a theoretical framework will be developed to examine the role of IT-enabled service innovations in bridging the digital divide. Specifically, the tripartite framework of service innovation comprising the components of service ecosystem, service platform, and value co-creation will be discussed. This study will employ a two-stage research design. Firstly, a questionnaire survey will be used to collect the data on various levels of digital access from 1,400 users of 1Malaysia Internet Centres throughout the country. Secondly, this study will employ a case study design to examine the role of service innovations in bridging the digital divide among the citizens at two locations which had been affected by massive flood – Kemaman, Terengganu and Kota Belud, Sabah. Data from the archives and face-to-face semi-structured interviews of stakeholders, who are involved in developing and using the disaster management systems, will be analysed. The outcome of this research is expected to have important implications for theory by extending the body of knowledge on the role of service innovations in bridging the digital divide. The implication for practice is that it should offer ideas for improving national digital policies and strategies to bridge the digital divide in Malaysia
2017 International Conference on Research and Innovation in Information Systems (ICRIIS), 2017
An entrepreneur's ambidexterity or ability to simultaneously and synergistically pursue both ... more An entrepreneur's ambidexterity or ability to simultaneously and synergistically pursue both exploitation and exploration activities has been found as having positive effects on business performance. However, little is known about the antecedents and consequences of ambidexterity in entrepreneurs. This study focuses on the role of social network and environmental dynamism in affecting entrepreneur's ambidexterity. Then, to examine the importance of an ambidextrous entrepreneur, the study hypothesizes its relationship with firm performance. Data were collected from 65 entrepreneurs in the technology sector using a questionnaire survey. Conference, trade fair and exhibition, and customer are the main sources of opportunity recognition perceived by the technology entrepreneurs. The findings reveal that environmental dynamism and social network are significantly related to entrepreneur's ambidexterity, which lead to enhanced firm performance. On the other hand, knowledge brokerage activities are found to have a significant mediating effect on the relationship between ambidexterity and firm performance.
ABSTRACT This study examined two antecedents – perceived value and destination image, which affec... more ABSTRACT This study examined two antecedents – perceived value and destination image, which affect international tourist satisfaction from visiting Malaysia, and two consequences of tourist satisfaction – tourist loyalty and complaining behaviour. Data were collected using a questionnaire survey from 317 departing international tourists at two international airports in Kuala Lumpur. Results indicated that perceived value and destination image related positively with tourist satisfaction which in turn, lead to tourist loyalty. However, tourist dissatisfaction did not lead to complaining behaviour, and complaining behaviour did not have any significant relationship with tourist loyalty. The study provided insights for tourism practitioners on the behaviours of international tourists for the purpose of promoting Malaysia as a tourism destination.
International Journal of Knowledge Management, 2020
Ambidexterity or the ability by individuals or firms to simultaneously and synergistically pursue... more Ambidexterity or the ability by individuals or firms to simultaneously and synergistically pursue both exploitation and exploration activities has been found to have positive effects on firm performance. However, the ambidexterity literature has been predominated by the studies at the organizational level, and little is known about the antecedents and consequences of ambidexterity at the individual level. This study examines environmental dynamism and social network as the antecedents of managerial ambidexterity, and knowledge brokerage and firm performance as the consequences. This study tests the mediating role of knowledge brokerage on the relationship between managerial ambidexterity and firm performance. Data are collected from 308 senior executives working in technology manufacturing firms in Malaysia using a questionnaire survey. The findings reveal that environmental dynamism and social networks are significantly and positively related to managerial ambidexterity, and knowle...
International Journal of E-Business Research, 2017
This case study aims to investigate buyers' post-purchase behavior on feedback ratings. From ... more This case study aims to investigate buyers' post-purchase behavior on feedback ratings. From the data collected from eBay, the statistical analysis shows that the average time length that buyers post their feedback after auctions completion is 15.5 days. New sellers and experienced sellers have different chances to receive feedback. New sellers are more likely to receive negative feedback over positive feedback. The distribution of the feedback types (negative, neutral and positive) does not match that of their associated monetary volumes. This case study also demonstrates that inexperienced eBay buyers are more likely to post negative feedback ratings than experienced ones. New and used products attract different ratings in the three feedback types. With word cloud and word frequency analysis, the authors identify common issues associated with each of the three types of feedback. The paper also discusses the managerial implications and recommendations based on these findings.
PurposeThis paper has two purposes. First, it is to highlight the importance of customer retentio... more PurposeThis paper has two purposes. First, it is to highlight the importance of customer retention and bonding in the context of twenty‐first century banking environment. Second, it is to propose a conceptual model of the customer‐bank bond.Design/methodology/approachThe paper is written based on both extant literature and the author's observation. The paper begins by discussing the context of UK retail banking industry and stressing the importance of retaining bank customers. It then discusses various perspectives of interaction, relationship and bond between customers and providers of services, particularly between retail banking customers and banks. Finally, the paper proposes a conceptual model of bond between retail banking customers and their banks and discusses the implications for managers and theories.FindingsA conceptual model – a triplex bond, which comprises three categories: the primary, secondary, and superlative bond.Research limitations/implicationsThe paper ackn...
The issue of digital divide has an enormous impact on the development of a country as it encompas... more The issue of digital divide has an enormous impact on the development of a country as it encompasses social, economic and political issues. The Malaysian government has initiated various digital strategies to bridge the digital divide among the citizens from different economic, social, and geographical background. However, existing literature has limited knowledge of digital divide in Malaysia. This research aims to investigate the level of digital divide in Malaysia, evaluate the impact the government’s digital initiatives have in bridging the digital divide, and examine the role of IT-enabled service innovations in helping to bridge the digital divide. Based on the underlying concepts of service-dominant logic, a theoretical framework will be developed to examine the role of IT-enabled service innovations in bridging the digital divide. Specifically, the tripartite framework of service innovation comprising the components of service ecosystem, service platform, and value co-creation will be discussed. This study will employ a two-stage research design. Firstly, a questionnaire survey will be used to collect the data on various levels of digital access from 1,400 users of 1Malaysia Internet Centres throughout the country. Secondly, this study will employ a case study design to examine the role of service innovations in bridging the digital divide among the citizens at two locations which had been affected by massive flood – Kemaman, Terengganu and Kota Belud, Sabah. Data from the archives and face-to-face semi-structured interviews of stakeholders, who are involved in developing and using the disaster management systems, will be analysed. The outcome of this research is expected to have important implications for theory by extending the body of knowledge on the role of service innovations in bridging the digital divide. The implication for practice is that it should offer ideas for improving national digital policies and strategies to bridge the digital divide in Malaysia
2017 International Conference on Research and Innovation in Information Systems (ICRIIS), 2017
An entrepreneur's ambidexterity or ability to simultaneously and synergistically pursue both ... more An entrepreneur's ambidexterity or ability to simultaneously and synergistically pursue both exploitation and exploration activities has been found as having positive effects on business performance. However, little is known about the antecedents and consequences of ambidexterity in entrepreneurs. This study focuses on the role of social network and environmental dynamism in affecting entrepreneur's ambidexterity. Then, to examine the importance of an ambidextrous entrepreneur, the study hypothesizes its relationship with firm performance. Data were collected from 65 entrepreneurs in the technology sector using a questionnaire survey. Conference, trade fair and exhibition, and customer are the main sources of opportunity recognition perceived by the technology entrepreneurs. The findings reveal that environmental dynamism and social network are significantly related to entrepreneur's ambidexterity, which lead to enhanced firm performance. On the other hand, knowledge brokerage activities are found to have a significant mediating effect on the relationship between ambidexterity and firm performance.
ABSTRACT This study examined two antecedents – perceived value and destination image, which affec... more ABSTRACT This study examined two antecedents – perceived value and destination image, which affect international tourist satisfaction from visiting Malaysia, and two consequences of tourist satisfaction – tourist loyalty and complaining behaviour. Data were collected using a questionnaire survey from 317 departing international tourists at two international airports in Kuala Lumpur. Results indicated that perceived value and destination image related positively with tourist satisfaction which in turn, lead to tourist loyalty. However, tourist dissatisfaction did not lead to complaining behaviour, and complaining behaviour did not have any significant relationship with tourist loyalty. The study provided insights for tourism practitioners on the behaviours of international tourists for the purpose of promoting Malaysia as a tourism destination.
International Journal of Knowledge Management, 2020
Ambidexterity or the ability by individuals or firms to simultaneously and synergistically pursue... more Ambidexterity or the ability by individuals or firms to simultaneously and synergistically pursue both exploitation and exploration activities has been found to have positive effects on firm performance. However, the ambidexterity literature has been predominated by the studies at the organizational level, and little is known about the antecedents and consequences of ambidexterity at the individual level. This study examines environmental dynamism and social network as the antecedents of managerial ambidexterity, and knowledge brokerage and firm performance as the consequences. This study tests the mediating role of knowledge brokerage on the relationship between managerial ambidexterity and firm performance. Data are collected from 308 senior executives working in technology manufacturing firms in Malaysia using a questionnaire survey. The findings reveal that environmental dynamism and social networks are significantly and positively related to managerial ambidexterity, and knowle...
International Journal of E-Business Research, 2017
This case study aims to investigate buyers' post-purchase behavior on feedback ratings. From ... more This case study aims to investigate buyers' post-purchase behavior on feedback ratings. From the data collected from eBay, the statistical analysis shows that the average time length that buyers post their feedback after auctions completion is 15.5 days. New sellers and experienced sellers have different chances to receive feedback. New sellers are more likely to receive negative feedback over positive feedback. The distribution of the feedback types (negative, neutral and positive) does not match that of their associated monetary volumes. This case study also demonstrates that inexperienced eBay buyers are more likely to post negative feedback ratings than experienced ones. New and used products attract different ratings in the three feedback types. With word cloud and word frequency analysis, the authors identify common issues associated with each of the three types of feedback. The paper also discusses the managerial implications and recommendations based on these findings.
PurposeThis paper has two purposes. First, it is to highlight the importance of customer retentio... more PurposeThis paper has two purposes. First, it is to highlight the importance of customer retention and bonding in the context of twenty‐first century banking environment. Second, it is to propose a conceptual model of the customer‐bank bond.Design/methodology/approachThe paper is written based on both extant literature and the author's observation. The paper begins by discussing the context of UK retail banking industry and stressing the importance of retaining bank customers. It then discusses various perspectives of interaction, relationship and bond between customers and providers of services, particularly between retail banking customers and banks. Finally, the paper proposes a conceptual model of bond between retail banking customers and their banks and discusses the implications for managers and theories.FindingsA conceptual model – a triplex bond, which comprises three categories: the primary, secondary, and superlative bond.Research limitations/implicationsThe paper ackn...
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