Model Nilai Cipta-Sama dalam Sistem Pengukuran Prestasi

Mohamed, Hazura; Elias, Nur Fazidah; Mukhtar, Muriati; Yahya, Yazrina; Hanawi, Siti Aishah; Jenal, Ruzzakiah; Ahmad, Wan Azlina

doi:10.17576/pengurusan-2015-45-14

Cited by 5 publications

(4 citation statements)

References 10 publications

(14 reference statements)

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“…Value co-creation is a joint interaction between company and customers that allowing the customers to create value by contributing an idea for the services, then, the company will utilize customer's ideas as knowledge for service innovation [14]. Companies must increase the effectiveness of communication through value co-creation activities to maintain the company-customer relationship for long-term benefits [15].…”

Section: Value Co-creationmentioning

confidence: 99%

The use of expert review in component development for customer satisfaction towards e-hailing

Idros

Mohamed

Jenal

2020

IJEECS

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The emergence of e-hailing apps has increased the demand of customers because online transportation service is very convenient in this modern society. As e-hailing provides an online platform for booking a ride, this apps also functions to connect the customer and driver, while at the same time allowing the customers to interact with customer service that company has provided to keep track of the satisfaction. Competition among e-hailing companies has increased since customers nowadays are very influential and knowledgeable in terms of choosing any transportation services that they want. The purpose of this study is to identify customer satisfaction towards e-hailing by embedding value co-creation model. Value co-creation is one of the concepts in Service Science that has been proved to increase customer satisfaction. Value co-creation is focused on company-customer interaction that helps in maintaining a good customer relationship and improve the company’s performance. Expert identification and evaluation procedure are used as a technique to adapt the definition of value co-creation model towards e-hailing. Then, the other factor from previous studies will be proposed as a component to be listed under value co-creation model and reviewed by an expert.

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Section: Value Co-creationmentioning

confidence: 99%

The use of expert review in component development for customer satisfaction towards e-hailing

Idros

Mohamed

Jenal

2020

IJEECS

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“…Service science is an approach that puts value co-creation as the core principle for innovation. The approach is important and becomes the solution of this study because service science emphasized collaboration between organizations and customers that considers the value for both sides, namely the value co-creation to create service innovations [12], [13].…”

Section: Introductionmentioning

confidence: 99%

Developing and Validating an Instrument for Social Content Management

Ahmad

Mukhtar

Yahya

2020

Int. J. Adv. Sci. Eng. Inf. Technol.

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Social content is important for successful innovation of services. To successfully leverage the value of social content, they need to be properly managed. To achieve this, factors that contribute to social content management must be identified and subsequently validated. In this article, eleven factors that impact upon social content management are highlighted. Taking into consideration the fact that social content management is still an evolving field of study, validation of these factors was done by employing the Delphi technique. Research had indicated that there are several different versions of the Delphi technique, and some researchers have criticized the method as non-rigorous. Thus, in this paper, it is highlighted that this issue could be tackled if the questionnaire instrument used to assess the expert's opinion is developed by adhering to a rigid protocol. Embedded in this rigid protocol, are two measures of validity used which are the content validity ratio (CVR), and the mean of CVR, namely the content validity index (CVi). A total of 86 items are submitted for evaluation and based on the CVR value and comments from the content evaluation panel members, all items are acceptable, with minimal adjustments. The CVi measure returned a value of 0.99, which shows that the factors and the whole questionnaire are accepted. The questionnaire with the validated content could be used as an instrument to validate the factors that are affecting the management of social content. It is hoped that the factors would assist the organization in managing the social content effectively.

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“…Service science perspective could highlight the value co-creation, namely the value gained by the organisations and the customers [15][16][17]. Value co-creation is essential in providing product or services that emphasises on value to both parties [17][18][19]. This is suitable for the nature of social media that ease the process of value co-creation from the interactions of various actors [20].…”

Section: Introductionmentioning

confidence: 99%

Defining social content and social content management: Service science perspective

Ahmad

Mukhtar

Yahya

2020

IJEECS

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<p>Social media enables unlimited open interactions between organisations and customers. Social content resulting from social media interactions are of immense value and could be beneficial to both organisations and customers. Well managed social content could be used as a basis for producing service innovations offered by the organisations. However, the meaning of social content and its definition is not clearly articulated in the literature. This led to an equally limited meaning of social content management. In this regard, this article proposed that the definition of social content and social content management should be developed from the service science perspective. This is necessary to capture the essential facet of social interactions, that of value co-creation. Both definitions are developed through a triangulation process namely, literature review and a series of interviews with experts. With the proposed definition of social content and social content management, it is hoped that it would enhance the understanding of both concepts thus leading to a more effective way of managing social content.</p>

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Model Nilai Cipta-Sama dalam Sistem Pengukuran Prestasi

Cited by 5 publications

References 10 publications

The use of expert review in component development for customer satisfaction towards e-hailing

The use of expert review in component development for customer satisfaction towards e-hailing

Developing and Validating an Instrument for Social Content Management

Defining social content and social content management: Service science perspective

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