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Customer Satisfaction Index Of Singapore: The Singapore Management University Subscription Report 2008, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence (2007-2024)

The Institute of Service Excellence at Singapore Management University (ISES) was appointed by the Singapore Workforce Development Agency (WDA) to implement and maintain an annual benchmark for the services sector in Singapore.

The Customer Satisfaction Index of Singapore (CSISG) was first launched in April 2008 based on data collected from a nationwide survey conducted in 2007. The CSISG is modeled after the American Customer Satisfaction Index (ACSI) developed by the University of Michigan in 1994.

In this second year, CSISG 2008 produced satisfaction indices for 88 companies from 35 sub-sectors, cutting across 8 services sectors, namely Education, Finance & Insurance …

Linkages Between Industrialization Strategies And Industrial Relations/Human Resource Policies: Singapore, Malaysia, The Philippines, And India, Sarosh Kuruvilla

Sarosh Kuruvilla

The case studies of Singapore, Malaysia, the Philippines, and India presented in this paper support the author's contention that a country's industrialization strategy for economic development profoundly influences its industrial relations (IR) and human resources (HR) policy goals. The author finds that import substitution industrialization was associated with IR/HR policy goals of pluralism and stability, while a low-cost export-oriented industrialization strategy was associated with IR/HR policy goals of cost containment and union suppression. In countries that moved from a low-cost export-oriented strategy to a higher value added export-oriented strategy, the focus of IR/HR policy goals shifted from cost containment to …

Customer Satisfaction Index Of Singapore: Executive Summary 2007, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence (2007-2024)

The Institute of Service Excellence at Singapore Management University was appointed by the Workforce Development Agency (WDA) to implement and maintain an annual benchmark for service related industries in Singapore. The 2007 Customer Satisfaction Index of Singapore (CSISG 2007) is based on data from a nationwide survey conducted between May 1 and July 23 2007. This survey was designed by the National Quality Research Center (NQRC) at the University of Michigan and modeled after the American Customer Satisfaction Index (ACSI).

Effects Of Free Trade Agreements (Ftas) On Construction Firms In Singapore, Low Sui Sui, June S.Y. Khoo

Business Review

Since the 1950s, the international trading system has been characterized by a shift from the multilateral processes towards bilateral and regional arrangements. The signing of the US-Singapore Free Trade Agreement (USSFTA) by the Prime Minister of Singapore and the President of the United States is but part of Singapore’s overall trade initiatives and economic strategy which involves forging free trade agreements (FTA) with other countries outside the ASEAN region. This study seeks to analyze the effect of FTA in the context of the construction industry with respect to local contractors. A questionnaire-based survey and in-depth personal interviews were conducted with …

Technological Change Management Strategies In Asian Small-Scale Businesses: Trends In Singapore, Thomas Menkhoff, Yue Wah Chay

Research Collection Lee Kong Chian School Of Business

Based on survey data on the change management behavior of Chinese small and medium sized enterprises (SMEs) in Singapore, the paper explores how small entrepreneurs are coping with the city-state's turbulent business environment, processes of technological advancement and accelerated change. Differences between so-called opportunistic entrepreneurs and small business ventures are examined. Conceptually, the paper is informed by theories of change management, strategic choice, entrepreneurship and Chinese business. Special emphasis is put on the identification of demographic characteristics of "technological change masters" in Singapore's small business sector so as to gain an understanding of both the dynamism and relative passivity of …

The Role Of The Board And Its Interaction With The Successor's Human Capital In The Asian Family Enterprise, Soo-Hoon Lee, Phillip H. Phan, Toru Yoshikawa

Research Collection Lee Kong Chian School Of Business

This study examined the human and social capital factors associated with higher post-succession firm performance in family enterprises in Singapore. We also investigated the moderating influence of the board of directors in terms of its service role as stewards of the enterprise. We found that a successor's industry experience and diversity of network ties were positively associated with firm performance and boards that focused their role as advisors to the successor enhanced post-succession firm performance.

Cost Structures In Defined Contribution Systems: The Case Of Singapore's Central Provident Fund, Benedict S. K. Koh, Olivia S. Mitchell, Joelle H. Y. Fong

Research Collection Lee Kong Chian School Of Business

Retirement systems are increasingly asked to do an ever-better job of enhancing the performance of pension investments. The Singaporean Central Provident Fund permits pension system participants to keep their money in a government-run investment pool, or if they wish, they may select professionally managed unit trusts for their retirement accumulations. Opting for investment choice also exposes members to additional investment costs not charged by the government-managed account. This paper explores the charges levied by the private fund managers and we show that foreign ownership, active style of management and equity/balanced funds tend to be most expensive. We conclude with a …