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Full-Text Articles in Social and Behavioral Sciences
Customer Satisfaction Index Of Singapore 2019: Q3 Results, Institute Of Service Excellence, Smu
Customer Satisfaction Index Of Singapore 2019: Q3 Results, Institute Of Service Excellence, Smu
Research Collection Institute of Service Excellence
The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, sub-sector, and company levels. The CSISG serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy over time and across countries. This is the CSISG’s 13th year of measurement.
Service For Millenials, Joan Chang
Service For Millenials, Joan Chang
Research Collection Institute of Service Excellence
Joan Chang of Lloyd’s Inn relates the importance of branding for a younger audience and the changing landscape of service in boutique hospitality.
Practising Empathy, Kate Low
Practising Empathy, Kate Low
Research Collection Institute of Service Excellence
Kate Low of Perk by Kate talks about how prioritising customer relationships has kept her at the forefront of Singapore’s lingerie scene.
Getting Personal, Ching Yann Ho
Getting Personal, Ching Yann Ho
Research Collection Institute of Service Excellence
Ho Ching Yann of Triceratops shares how being candid and sincere with customers sets her apart from the competition.
Cooling Measures And Housing Wealth: Evidence From Singapore, Wolfgang K. Hardle, Rainer Schulz, Taojun Xie
Cooling Measures And Housing Wealth: Evidence From Singapore, Wolfgang K. Hardle, Rainer Schulz, Taojun Xie
Research Collection Lee Kong Chian School Of Business
Excessive house price growth was at the heart of the financial crisis in 2007/08. Since then, many countries have added cooling measures to their regulatory frameworks. It has been found that these measures can indeed control price growth, but no one has examined whether this has adverse consequences for the housing wealth distribution. We examine this for Singapore, which started in 2009 to target price growth over ten rounds in total. We find that welfare from housing wealth in the last round might not be higher than before 2009. This depends on the deflator used to convert nominal into real …
Customer Satisfaction Index Of Singapore 2019: Q1 Results, Institute Of Service Excellence, Smu
Customer Satisfaction Index Of Singapore 2019: Q1 Results, Institute Of Service Excellence, Smu
Research Collection Institute of Service Excellence
The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, sub-sector, and company levels. The CSISG serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy over time. 2019 marks the 13th year of measurement for the CSISG national study.
Small Data, Small Steps: Lessons From Assessing The Investment Studio, Jiaxin Low
Small Data, Small Steps: Lessons From Assessing The Investment Studio, Jiaxin Low
Research Collection Library
Singapore Management University’s (SMU) Li Ka Shing Library was renovated in 2014. During the renovation, the Investment Studio was created within the library to house high-end financial databases such as Bloomberg and Thomson Reuters (now Refinitiv). Usage of the space was assessed using quantitative and qualitative data, comparing the first academic terms across two academic years, 2017 and 2018. The data provided evidence to support anecdotal evidence and library staff’s knowledge and observation. The assessment resulted recommendations for further action. It also provided opportunity to engage with users and stakeholders of this unique space.
Ai Gets Real At Singapore's Changi Airport (Part 1), Steve Lee, Steven M. Miller
Ai Gets Real At Singapore's Changi Airport (Part 1), Steve Lee, Steven M. Miller
Asian Management Insights
Ranked as the best airport for seven consecutive years, Singapore’s Changi Airport is lauded the world over for the efficient, safe, pleasurable and seamless service it offers the millions of passengers that pass through its facilities annually. Much of Changi Airport’s success can be attributed to the organisation’s customer-oriented business focus and deeply embedded culture of service excellence, combined with a host of advanced technologies operating invisibly in the background. The framework for this technology enablement is Changi Airport Group’s (CAG’s) SMART Airport Vision—an enterprise-wide approach to connective technologies that leverages sensors, data fusion, data analytics, and artificial intelligence (AI), …
Distilling Managerial Insights And Lessons From Ai Projects At Singapore's Changi Airport (Part 2), Steve Lee, Steven M. Miller
Distilling Managerial Insights And Lessons From Ai Projects At Singapore's Changi Airport (Part 2), Steve Lee, Steven M. Miller
Asian Management Insights
Since 2017, Changi Airport group (CAG) has initiated a host of pilot projects that use connective and intelligent technologies to enable its move towards digital transformation and SMART Airport Vision. This has resulted in a first wave of deployment of AI and Machine Learning-enabled applications across various functions that can better sense, analyse, predict, and interact with people.
Housing Equity And Household Consumption In Retirement: Evidence From The Singapore Life Panel, Lipeng Chen, Liang Jiang, Sock Yong Phang, Jun Yu
Housing Equity And Household Consumption In Retirement: Evidence From The Singapore Life Panel, Lipeng Chen, Liang Jiang, Sock Yong Phang, Jun Yu
Research Collection School Of Economics
We utilize data from the Singapore Life Panel© survey to empirically investigate the impact of housing equity on consumption of elderly households. Based on panel analysis, we find housing equity value has no significant impact on non-durable consumption for elderly people. The conclusion holds for a battery of robustness check. Moreover, heterogeneity analyses based on subsamples by age of household head, house type, and number of property possessed also show no significant impact of housing equity on consumption in general. Finally, we use scenario analysis to study the Lease Buyback Scheme (LBS), a novel housing equity monetization scheme which allows …
Customer Satisfaction Index Of Singapore 2018: Full Year Overview, Institute Of Service Excellence, Smu
Customer Satisfaction Index Of Singapore 2018: Full Year Overview, Institute Of Service Excellence, Smu
Research Collection Institute of Service Excellence
The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, sub-sector, and company levels. The CSISG serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy over time and across countries. The fourth quarter results mark the end of measurement for CSISG 2018. Singapore’s 2018 national score was computed using the data collected during these four quarters.
Agility In Responding To Disruptive Digital Innovation: Case Study Of An Sme, Calvin M. L. Chan, Say Yen Teoh, Adrian Yeow, Gary Pan
Agility In Responding To Disruptive Digital Innovation: Case Study Of An Sme, Calvin M. L. Chan, Say Yen Teoh, Adrian Yeow, Gary Pan
Research Collection School Of Accountancy
Disruptive digital innovation (DDI) often creates hypercompetitive market environment that forces firms to be agile to survive and remain competitive. Whereas most studies have focused on larger firms' effort to be agile, few have looked at how small‐ and medium‐sized enterprises (SMEs) respond to DDI. The study attempts to answer the research question of how SMEs achieve agility to respond to DDI. Drawing on a case study of an innovative SME, our study develops a framework on agility based on the processes of mitigating organizational rigidity, developing innovative capabilities, and balancing the tension of organizational ambidexterity. Specifically, our findings show …
Corporate Governance: Avoid The Groupthink Pitfall, Themin Suwardy
Corporate Governance: Avoid The Groupthink Pitfall, Themin Suwardy
Research Collection School Of Accountancy
Consensus due to similar personal backgrounds, lack of diversity in views and failure to see things from others’ perspective can lead to bad decisions.
A One-Size-Fits-All Approach To Corporate Governance Codes And Compliance By Smaller Listed Firms: An Examination Of Companies Listed In Hong Kong And Singapore, Christopher C. H. Chen
A One-Size-Fits-All Approach To Corporate Governance Codes And Compliance By Smaller Listed Firms: An Examination Of Companies Listed In Hong Kong And Singapore, Christopher C. H. Chen
Research Collection Yong Pung How School Of Law
This article examines the impact of a one-size-fits-all corporate governance code on smaller listed firms, which should have fewer resources to hire more qualified independent directors for their boards and board committees. After examining data from a sample of companies listed in Hong Kong and Singapore, we find some limited support for these resources-based arguments. While smaller firms do not necessarily have a lower proportion of board members who are independent directors, some evidence suggests that smaller firms do pay less to independent directors and that these directors have to serve on multiple board committees. Although many larger firms also …
Lee Kong Chian School Of Business Year In Review 2017-2018, Singapore Management University
Lee Kong Chian School Of Business Year In Review 2017-2018, Singapore Management University
SMU Corporate Reports
I am happy to report that our faculty and staff have eagerly stepped up for this challenge to become Asia's best business school ! Let me take the opportunity to highlight a few initiatives: Delivering innovative, transformative learning experiences; creating opportunities for research with impact; and cultivating and deepening our Asian partnerships.
Financial Sector In Singapore, Hwee Kwan Chow, Sai Fan Pei
Financial Sector In Singapore, Hwee Kwan Chow, Sai Fan Pei
Research Collection School Of Economics
This chapter reviews the financial development strategies adopted by the Singapore government as it navigates internal and external changes to build a vibrant center of finance in the Asia Pacific region. Sections 2 and 3 provide an overview of the structure of the financial system and the financial governance framework respectively. This is followed by a discussion, in Section 4, on the outward looking development strategy that underpinned the successful development of Singapore’s financial sector. Section 5 highlights the reforms undertaken in the aftermath of the Asian financial crisis that led to the building of a well-diversified and thriving international …