International and Area Studies Commons^™

Customer Satisfaction Index Of Singapore 2018: Q1 Results, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence (2007-2024)

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. 2018 marks the 12th year of measurement for the CSISG national study.

Foreword [June 2018, Issue 2], Neeta Lachmandas

Research Collection Institute of Service Excellence (2007-2024)

In this issue, we speak to 10 small business owners representing a myriad of sectors about their experience and insight into growing their business in Singapore and the region, as well as their approach to customer satisfaction and service excellence.

Investing In Service, Andre Huber

Research Collection Institute of Service Excellence (2007-2024)

Andre Huber of Huber’s Butchery looks at how family values have formed a cornerstone of their service vision.

Pursuing Quality, Zara Salahuddin, Arif Salahuddin

Research Collection Institute of Service Excellence (2007-2024)

Zara and Arif Salahuddin of Bismillah Biryani exchange views on growing a family business and prioritising product quality.

Reframing Dining, Hsin Yao Cheng

Research Collection Institute of Service Excellence (2007-2024)

Cheng Hsin Yao of Picnic explains how he has future-proofed his latest restaurant with technology and design.

Passion Made Practical, Declan Ee

Research Collection Institute of Service Excellence (2007-2024)

Declan Ee of Castlery breaks down the importance of localising brand expansion and the difficulties of scaling customer service.

Designing Small Successes, Edwin Low

Research Collection Institute of Service Excellence (2007-2024)

Edwin Low of Supermama talks about how he’s built his team and the differences between Singaporean and Japanese customers

Creating A Customer-Centred Brand, Amira Geneid

Research Collection Institute of Service Excellence (2007-2024)

Amira Geneid of Zahara discusses how the brand listens to their community to deliver beyond expectations. Zahara is a halal cosmetics line based in Singapore

Dressing The Future, Christopher Halim, Raena Lim

Research Collection Institute of Service Excellence (2007-2024)

Christopher Halim and Raena Lim of Style Theory review the importance of appropriate automation and necessary systems in growing a young company.

Selling Service In Retail, Sharon Wong

Research Collection Institute of Service Excellence (2007-2024)

Sharon Wong of Motherswork speaks about expanding to China and building brand loyalty with customers and staff.

Managing The Risks Of Corporate Fraud: The Evidence From Hong Kong And Singapore, Wai Yee Wan, Christopher C. H. Chen, Chongwu Xia, Say Goo

Research Collection Yong Pung How School Of Law

Since the Asian financialcrisis of 1997, Hong Kong and Singapore have implemented reforms that promote independenceand monitoring competency of the boards of directors of their listed companies.However, with the advent of the financial crisis of 2007/2008, a wave of fraudcases prompts the question as to the effectiveness of these reforms. Analysing asample of 62 listed companies which are found to have committed fraud between2007 and 2014, and comparing against a matched sample of no-fraud companies, wefind that the fraud companies tend to either combine the roles of chairman andchief executive officer (or they are close family members) and have fewer …

What Does It Take To Become A Partner At A Big 4 Accounting Firm? Insights From Singapore’S Experience, Gary Pan, Poh Sun Seow, Yang Hoong Pang, Kwong Sin Leong

Research Collection School Of Accountancy

Due to the shift in partner’s identity, there have been growing interests in understanding characteristics, skills and behaviours of accounting partners. Given that Big 4 Accounting firms are supposedly international accounting firms that are organized in similar structures, an interesting question of whether the same partner qualities can be applied in the Big 4 accounting firms for a non-western context such as Asia. As far as we know, no such study has been conducted in an Asian context. We argue this could be of great interest to the Big 4 Accounting firms as Asia is one of their fastest growing …

Latin America: Management Education’S Growth And Future Pathways, Gabriela Alvarodo, Howard Thomas, Lynne Thomas, Alexander Wilson

Research Collection Lee Kong Chian School Of Business

The book Latin America: Management Education’s Growth and Future Pathways [Emerald, UK] follows a past, present and future perspective on the growth of management education in the region. In this article for Global Focus we highlight some of the key findings from our study of its evolution and look at current issues facing the continent.

Currents Of Consumption: How National Narratives Of Japanese Cuisine Collide With Localized Forms Of Sushi In Northern California, John Ostermiller

Master's Projects and Capstones

This paper examines how national narratives of Japanese cuisine collide with the expectations, preferences, and perceptions of American consumers (particularly Northern California). The global economy has benefited the circulation of positive images of Japan managed by the Japanese government, but the commercialization of Japanese cuisine is also at odds with government efforts. In Japan, sushi is often synonymous with nigirizushi: sliced seafood and a daub of wasabi atop vinegared rice. As part of Japan’s washoku tradition, this singular image of sushi (allegedly) reflects the deepest essence of Japanese cultural sensibilities tied to simplicity, perfection, and nature. But in America, consumers’ …

Mapping Energy Access In Rural Tanzania: 2017 Summer Internship With The World Resources Institute, Naramena Mccray

Sustainability and Social Justice

This report details my 2017 summer internship experience; both the report and the internship being requirements of the GIS for Development and Environment Graduate Degree at Clark University. My internship was hosted by the World Resources Institute, an international non-profit organization in Washington D.C. As implied by my position title, “Energy Access-GIS Intern”, I spent the duration of my internship (14 weeks) applying my geospatial expertise to address the topic of energy access which is an issue effecting rural areas of many developing countries. I was given the responsibility of creating an interactive map application of Tanzania accessible by energy …

The Rise, Fall, And Revival Of The Moviegoing Experience: The Viability Of Independent Theatres In A Multiplex World, Isabel S. Cruz

Sustainability and Social Justice

Moviegoing has been a leisure activity since the early twentieth century. From their origination, movie theatres have served as a community gathering place for people from different socioeconomic backgrounds to come together for a shared experience. Even as substitutes for movie viewing options threaten the movie theatre industry, independent cinemas are surviving and thriving. This paper includes results from interviews with independent cinema owners and managers on steps they are taking to preserve moviegoing as an immersive and personal experience. Findings are used to explore how lessons can be applied to create a credible business proposal to locate an independent …

Enhancing Quality Of Life Through Foreign Direct Investment In Northern Mozambique, Sarah-Beth Delay

Agricultural Economics and Agribusiness Undergraduate Honors Theses

Foreign Direct Investment (FDI) has the potential to increase economic activity and improve GDP growth in low-income countries, but can hinder economic development (quality of life improvements) if not sustainable and holistic in manner. Africa serves as a host to many cases of FDI focused on economic growth, but not necessarily improving the quality of life for its citizens. FDI has spread throughout the African continent, where many countries are well endowed with natural resources, like minerals and coal. These economies have experienced rapid GDP growth with few benefits reaching citizens of the host country. Mozambique is a low-income country …

Asia: Embracing Disruption Confidently With Farsighted Policies And Progressive Ideas, Amit Gupta

Asian Management Insights

Farsighted policies and progressive ideas will stand Asia in good stead as it embraces disruption with confi dence.

Japan: How Abenomics Is Impacting Business, Odd Per Brekk

Asian Management Insights

How Abenomics is impacting business.

Unpacking Public Sentiment Toward The Government: How Citizens’ Perceptions Of Government Communication Strategies Impact Public Engagement, Cynicism, And Communication Behaviors In South Korea, Soojin Kim, Arunima Krishna

Research Collection Lee Kong Chian School Of Business

In this study, we explore the relationship between two types of public sentiment toward the government (i.e., public engagement and cynicism) on publics’ information transmission behaviors, i.e., megaphoning, about the government. In doing so, we unpack how citizens’ perceptions of the communication strategy adopted by the government, as well perceived authenticity of the government’s communication impact their sentiments toward the government. An online survey was conducted in South Korea (N = 1112) to understand these relationships. The results revealed that perceived use of bridging strategy by the government is associated with public engagement, and perceived use of the buffering strategy …

How To Be The Perfect Asian Wife!, Sophia Hill

Art and Art History Honors Projects

“How to be the Perfect Asian Wife” critiques exploitative power systems that assault female bodies of color in intersectional ways. This work explores strategies of healing and resistance through inserting one’s own narrative of flourishing rather than surviving, while reflecting violent realities. Three large drawings mimic pervasive advertisement language and presentation reflecting the oppressive strategies used to contain women of color. Created with charcoal, watercolor, and ink, these 'advertisements' contrast with an interactive rice bag filled with comics of my everyday experiences. These documentations compel viewers to reflect on their own participation in systems of power.

Empresa Social E Innovación Sustentable: Soluciones Para El Desarrollo, Marco Tavanti

Public and Nonprofit Administration

Keynote presentation to define the lessons and fields and Latin American context of social enterprise. The slides introduce and clarify the notion of social enterprise from global lessons in poverty reduction and sustainable development and in relation to social economy.

Knowledge Sharing As A Means For Capacity Building In International Non-Governmental Organizations In Ecuador, Yolanda E. Ledesma Silva

Latin American Studies ETDs

The purpose of this research was to study factors that facilitate technical knowledge sharing internally in international non-governmental organizations (INGOs) in Ecuador. Using a qualitative design, and semi-structured interviews this study examined knowledge sharing practices in four INGOS located in Quito, capital of Ecuador.

The findings supported nine factors identified in the literature as influencing knowledge sharing practices. These factors included (1) organizational culture, (2) role in organization, (3) procedures for managing knowledge, (4) perceived value of knowledge sharing, (5) media used for sharing information, (6) management practices, (7) organizational structure, (8) mission and strategy, and (9) organizational climate and …

Purposeful Building Of Social Capital And The Adoption Of Essential Tools And Technologies In Impoverished Communities In The Philippines, Chon Phung Lim

Dissertations and Theses Collection

Despite its popularity and a wide range of applications, social capital is a contested concept. There is also no agreement on whether social capital responds well to external interventions. Many scholars found no or, at most, mixed impacts that social capital can be purposefully developed. However, Burt and Ranchi (2007) and Janicik and Larrick (2005) provided compelling evidence that simple network training can significantly improve participants’ ability to see gaps in their network and develop social capital.

The manifestations of social capital are context-dependent and complex, and rarely map into a single discipline or methodology (Jones and Woolcock, 2007). Hence, …

El Negocio Del Desarrollo Internacional: Las Dinámicas Asimétricas De Poder Entre Voluntariados Internacionales Y Comunidades Locales / The Business Of International Development: The Asymmetric Power Dynamics Between International Volunteers And Local Communities, Ivana Giang

Independent Study Project (ISP) Collection

El estudio de caso de la organización no gubernamental (ONG), Semillas de Aprendizaje ( Seeds of Learning , SoL) demuestra el fenómeno de volunturismo, en que voluntarios principalmente estadounidenses cada uno paga una cuota estándar de $1.550 a SoL para hacer un viaje alrededor de una semana a Nicaragua. Allí, participan haciendo proyectos de construcción, como aulas y bibliotecas, a desarrollar oportunidades educativas para los estudiantes de comunidades rurales. SoL también crea un itinerario para los voluntarios hacer actividades turísticas, los costos incluidos en la cuota. Después de tres semanas de entrevistas y observación participante en los sitios de SoL …

Shaping Our World For A Better Tomorrow: Sustainable Investing, Esg, And Industry Insight, Anna M. Ballate

Independent Study Project (ISP) Collection

Sustainable investing is a relatively new field in the world of finance and banking. Even though there is tremendous growth in sustainable investments over the past few years, it is still a niche market that requires more transparency, standards, and incentives. Switzerland has become one of the leading countries for sustainable finance, exhibiting a growth in sustainable investments under management. Despite the vast amount of research and development on sustainable investing, there is still much confusion and negative perception in the professional banking world about the topic. This study is designed to fill the gap between the academic rhetoric behind …

Evaluating Theories On Income Polarization In The U.S., Jocelyn Anderson

Political Science Theses and Capstones

This paper examines the relationship between technological change and income polarization within the United States. I examine and discuss the reshaping of the U.S. labor market via skill- biased technological change, possible effects of globalization, as well as institutional policies. My research also explored how aspects of corporate structure norms, and tax avoidance could be causes for increased income polarization related to top tier incomes. Using current literature and data to consider the top causes of an increasingly widening wage gap, one can see that advancements in technology and the changes it has had on the labor market, as well …

Stamp Duty Issues In Singapore Corporate Practice, Vincent Ooi

Research Collection Yong Pung How School Of Law

A new dimension to the determination and computation of stamp duties payable in corporate transactions has been introduced due to the Additional Conveyance Duties (“ACD”) Regime. For companies with significant residential property holdings, liability to pay ACD potentially extends to all transactions involving the issuance, transfer or cancellation of equity interests. This paper considers the impact of ACD on several common corporate transactions in Singapore, addressing the risks practitioners may face in being blindsided by potential tax liabilities. Besides highlighting potential pitfalls, this paper explores the use of advance rulings and preferring debt financing over equity financing for tax optimisation.

The Path To Mainstream Finance: Exploring Complementary Currencies And Interest-Free Lending, Ema Di Fruscia

Independent Study Project (ISP) Collection

This paper explores elements of alternative finance including complementary currencies, credit clearing systems, and Islamic Banking practices. I begin first by outlining the issues created by the mainstream western banking model, including wealth inequality, socioeconomic discrimination, environmental degradation, and the collapse of small businesses and local economies. I go on to introduce and define the concepts of complementary currencies, Local Exchange Trading Systems, and credit clearing systems; I argue that these systems challenge the popularly held perceptions that currencies and mainstream banking practices in general are immutable, given, or ideal. To support this assertion, I transition into my research findings …

The Lessons We Learned From A Smart Nation: Germany, Thomas Menkhoff, Jonas Schorr

Research Collection Lee Kong Chian School Of Business

A study trip tp Germany by a group of Singapore Management University students offers insights into how this European nation has built its cities sustainably and innovatively.