{"id":"https://openalex.org/W4281554780","doi":"https://doi.org/10.1108/ijqss-09-2021-0118","title":"Exploring factors influencing service trade-offs in the higher education sector: evidence from Malaysia","display_name":"Exploring factors influencing service trade-offs in the higher education sector: evidence from Malaysia","publication_year":2022,"publication_date":"2022-05-26","ids":{"openalex":"https://openalex.org/W4281554780","doi":"https://doi.org/10.1108/ijqss-09-2021-0118"},"language":"en","primary_location":{"id":"doi:10.1108/ijqss-09-2021-0118","doi":"https://doi.org/10.1108/ijqss-09-2021-0118","is_oa":false,"landing_page_url":"https://doi.org/10.1108/ijqss-09-2021-0118","pdf_url":null,"source":{"id":"https://openalex.org/S103309803","display_name":"International Journal of Quality and Service Sciences","issn_l":"1756-669X","issn":["1756-669X","1756-6703"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","jufo-1","norway-1","poland-40","russia-white-list-1"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Quality and Service Sciences","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5088983760","display_name":"Saravanan Raman","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4405276794","display_name":"UOW Malaysia KDU Penang University College","ror":"https://ror.org/00axe3p26","country_code":"MY","type":"education","lineage":["https://openalex.org/I4405276794"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Saravanan Raman","raw_affiliation_strings":["School of Business, UOW Malaysia KDU Penang University College, Penang, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Business, UOW Malaysia KDU Penang University College, Penang, Malaysia","institution_ids":["https://openalex.org/I4405276794"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5063896836","display_name":"Norazah Mohd Suk\u0131","orcid":"https://orcid.org/0000-0002-8422-2449","observed_orcids":["https://orcid.org/0000-0002-8422-2449"]},"institutions":[{"id":"https://openalex.org/I94625822","display_name":"Universiti Utara Malaysia","ror":"https://ror.org/01ss10648","country_code":"MY","type":"education","lineage":["https://openalex.org/I94625822"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Norazah Mohd Suki","raw_affiliation_strings":["Othman Yeop Abdullah Graduate School of Business (OYAGSB), Universiti Utara Malaysia, Kedah, Malaysia and Institute of Sustainable, Growth and Urban Development (ISGUD), Universiti Utara Malaysia, Kuala Lumpur, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Othman Yeop Abdullah Graduate School of Business (OYAGSB), Universiti Utara Malaysia, Kedah, Malaysia and Institute of Sustainable, Growth and Urban Development (ISGUD), Universiti Utara Malaysia, Kuala Lumpur, Malaysia","institution_ids":["https://openalex.org/I94625822"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5039264391","display_name":"Lee Heng Wei","orcid":"https://orcid.org/0000-0002-9914-1916","observed_orcids":["https://orcid.org/0000-0002-9914-1916"]},"institutions":[{"id":"https://openalex.org/I4405276794","display_name":"UOW Malaysia KDU Penang University College","ror":"https://ror.org/00axe3p26","country_code":"MY","type":"education","lineage":["https://openalex.org/I4405276794"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Lee Heng Wei","raw_affiliation_strings":["School of Business, UOW Malaysia KDU Penang University College, Penang, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Business, UOW Malaysia KDU Penang University College, Penang, Malaysia","institution_ids":["https://openalex.org/I4405276794"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5069261760","display_name":"Subhaseni Chinniah","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I94625822","display_name":"Universiti Utara Malaysia","ror":"https://ror.org/01ss10648","country_code":"MY","type":"education","lineage":["https://openalex.org/I94625822"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Subhaseni Chinniah","raw_affiliation_strings":["Othman Yeop Abdullah Graduate School of Business (OYAGSB), Universiti Utara Malaysia, Kedah, Malaysia and Institute of Sustainable, Growth and Urban Development (ISGUD), Universiti Utara Malaysia, Kuala Lumpur, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Othman Yeop Abdullah Graduate School of Business (OYAGSB), Universiti Utara Malaysia, Kedah, Malaysia and Institute of Sustainable, Growth and Urban Development (ISGUD), Universiti Utara Malaysia, Kuala Lumpur, Malaysia","institution_ids":["https://openalex.org/I94625822"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.4155,"has_fulltext":false,"cited_by_count":5,"citation_normalized_percentile":{"value":0.67014572,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":96},"biblio":{"volume":"14","issue":"4","first_page":"555","last_page":"575"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9154999852180481,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9154999852180481,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10546","display_name":"Higher Education Governance and Development","score":0.010200000368058681,"subfield":{"id":"https://openalex.org/subfields/3304","display_name":"Education"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.00800000037997961,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/higher-education","display_name":"higher education","score":0.7490000128746033},{"id":"https://openalex.org/keywords/university-faculty","display_name":"university faculty","score":0.6790000200271606},{"id":"https://openalex.org/keywords/service-priority","display_name":"service priority","score":0.9789999723434448},{"id":"https://openalex.org/keywords/service-customisation","display_name":"service customisation","score":0.9440000057220459},{"id":"https://openalex.org/keywords/student-needs","display_name":"student needs","score":0.8059999942779541},{"id":"https://openalex.org/keywords/teaching-and-research-balance","display_name":"teaching-research balance","score":0.7009999752044678},{"id":"https://openalex.org/keywords/occupational-stress","display_name":"occupational stress","score":0.5649999976158142},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.5149999856948853},{"id":"https://openalex.org/keywords/operational-efficiency","display_name":"operational efficiency","score":0.7049999833106995},{"id":"https://openalex.org/keywords/malaysia","display_name":"Malaysia","score":0.597000002861023}],"concepts":[{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.5882159471511841},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5763195753097534},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.542849063873291},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5121962428092957},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.510415256023407},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.48309874534606934},{"id":"https://openalex.org/C18762648","wikidata":"https://www.wikidata.org/wiki/Q42213","display_name":"Work (physics)","level":2,"score":0.4276793897151947},{"id":"https://openalex.org/C66204764","wikidata":"https://www.wikidata.org/wiki/Q219416","display_name":"Sustainability","level":2,"score":0.4219372272491455},{"id":"https://openalex.org/C11012388","wikidata":"https://www.wikidata.org/wiki/Q170658","display_name":"Creativity","level":2,"score":0.13439682126045227},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.08463305234909058},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.0},{"id":"https://openalex.org/C78519656","wikidata":"https://www.wikidata.org/wiki/Q101333","display_name":"Mechanical engineering","level":1,"score":0.0},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.0},{"id":"https://openalex.org/C18903297","wikidata":"https://www.wikidata.org/wiki/Q7150","display_name":"Ecology","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/ijqss-09-2021-0118","doi":"https://doi.org/10.1108/ijqss-09-2021-0118","is_oa":false,"landing_page_url":"https://doi.org/10.1108/ijqss-09-2021-0118","pdf_url":null,"source":{"id":"https://openalex.org/S103309803","display_name":"International Journal of Quality and Service Sciences","issn_l":"1756-669X","issn":["1756-669X","1756-6703"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","jufo-1","norway-1","poland-40","russia-white-list-1"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Quality and Service Sciences","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/4","score":0.8278999924659729,"display_name":"Quality education"}],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":113,"referenced_works":["https://openalex.org/W582859702","https://openalex.org/W781830803","https://openalex.org/W1509995102","https://openalex.org/W1968382923","https://openalex.org/W1976385591","https://openalex.org/W1979238154","https://openalex.org/W1985128703","https://openalex.org/W1985444562","https://openalex.org/W1986303867","https://openalex.org/W1988793060","https://openalex.org/W1990242621","https://openalex.org/W1992869852","https://openalex.org/W1994683253","https://openalex.org/W1995611391","https://openalex.org/W1996494908","https://openalex.org/W2016197468","https://openalex.org/W2020403534","https://openalex.org/W2028324073","https://openalex.org/W2031490845","https://openalex.org/W2031550033","https://openalex.org/W2044517857","https://openalex.org/W2054111031","https://openalex.org/W2054625969","https://openalex.org/W2057093264","https://openalex.org/W2061340331","https://openalex.org/W2074074537","https://openalex.org/W2076992009","https://openalex.org/W2077121792","https://openalex.org/W2077738385","https://openalex.org/W2082180272","https://openalex.org/W2083835521","https://openalex.org/W2090403156","https://openalex.org/W2105108613","https://openalex.org/W2106768033","https://openalex.org/W2114193409","https://openalex.org/W2116623548","https://openalex.org/W2128847913","https://openalex.org/W2150785224","https://openalex.org/W2152245073","https://openalex.org/W2153055006","https://openalex.org/W2155225996","https://openalex.org/W2170551713","https://openalex.org/W2171051693","https://openalex.org/W2179558807","https://openalex.org/W2180766531","https://openalex.org/W2222186676","https://openalex.org/W2241169560","https://openalex.org/W2342633240","https://openalex.org/W2476801303","https://openalex.org/W2502560643","https://openalex.org/W2521680566","https://openalex.org/W2531091421","https://openalex.org/W2566714315","https://openalex.org/W2568062374","https://openalex.org/W2582939088","https://openalex.org/W2612806800","https://openalex.org/W2618058357","https://openalex.org/W2693733094","https://openalex.org/W2731515472","https://openalex.org/W2737877568","https://openalex.org/W2743132821","https://openalex.org/W2772570608","https://openalex.org/W2777574661","https://openalex.org/W2777917388","https://openalex.org/W2785850323","https://openalex.org/W2786896959","https://openalex.org/W2796262018","https://openalex.org/W2796443789","https://openalex.org/W2801637340","https://openalex.org/W2804304303","https://openalex.org/W2807322498","https://openalex.org/W2809749671","https://openalex.org/W2811344689","https://openalex.org/W2888642631","https://openalex.org/W2888664322","https://openalex.org/W2896689651","https://openalex.org/W2897299361","https://openalex.org/W2901175052","https://openalex.org/W2902978401","https://openalex.org/W2909234359","https://openalex.org/W2914566113","https://openalex.org/W2944916075","https://openalex.org/W2946794140","https://openalex.org/W2950486103","https://openalex.org/W2954243699","https://openalex.org/W2966393771","https://openalex.org/W2969429649","https://openalex.org/W2970064850","https://openalex.org/W2970714864","https://openalex.org/W2976762219","https://openalex.org/W2979257608","https://openalex.org/W2979305532","https://openalex.org/W2986925238","https://openalex.org/W2997504963","https://openalex.org/W3000527949","https://openalex.org/W3008459859","https://openalex.org/W3012200795","https://openalex.org/W3013568625","https://openalex.org/W3014092205","https://openalex.org/W3025440366","https://openalex.org/W3030817903","https://openalex.org/W3037751193","https://openalex.org/W3037826576","https://openalex.org/W3040979928","https://openalex.org/W3043260395","https://openalex.org/W3043928069","https://openalex.org/W3081716909","https://openalex.org/W3083473398","https://openalex.org/W3097319372","https://openalex.org/W3133752864","https://openalex.org/W3159322445","https://openalex.org/W3175942642","https://openalex.org/W3204765243"],"related_works":["https://openalex.org/W4416219778","https://openalex.org/W4281973353","https://openalex.org/W85524934","https://openalex.org/W645350378","https://openalex.org/W584783076","https://openalex.org/W2058488593","https://openalex.org/W2129972103","https://openalex.org/W2960257850","https://openalex.org/W2317386506","https://openalex.org/W2119961289"],"abstract_inverted_index":{"Purpose":[0],"Trade-offs":[1],"are":[2,149,194],"unavoidable":[3],"in":[4,25,31,56,75,96,132,201,247,265,282],"a":[5,12,277],"competitive":[6],"and":[7,120,124,160,174,185,215,230,290],"difficult":[8],"economic":[9],"environment,":[10],"causing":[11],"challenge":[13],"for":[14,188,279],"those":[15],"wanting":[16],"to":[17,42,51,66,128,151,157,163,217,223,239,286],"provide":[18,177],"consistently":[19],"high-quality":[20],"service":[21,27,48,94,104,130,192,199,213,245,271,296],"across":[22],"all":[23],"touchpoints":[24],"the":[26,34,44,52,81,97,133,137,140,161,195,241,248,253,262,266,283,292,300],"delivery":[28],"ecosystem,":[29],"included":[30],"which":[32,256],"is":[33],"higher":[35,72],"education":[36],"(HE)":[37],"sector.":[38,59,135,204,268],"This":[39],"study":[40],"aims":[41],"explore":[43],"key":[45,196,242],"factors":[46,197,243],"influencing":[47,198,244],"trade-offs":[49,95,131,144,200,216,246,272],"related":[50],"efforts":[53],"of":[54,107,139,207,295,302],"academics":[55,69,148,178],"Malaysia\u2019s":[57,202],"HE":[58,98,134,172,203,249,284],"Design/methodology/approach":[60],"A":[61],"self-administered":[62],"questionnaire":[63],"was":[64],"distributed":[65],"400":[67],"full-time":[68],"from":[70],"several":[71],"learning":[73],"institutions":[74],"Malaysia.":[76],"Data":[77],"were":[78,100],"analysed":[79],"using":[80],"partial":[82],"least":[83],"squares-structural":[84],"equation":[85],"modelling":[86],"(PLS-SEM)":[87],"approach.":[88],"Findings":[89],"The":[90,205,235,269],"results":[91,237],"reveal":[92],"that":[93],"sector":[99,285],"heavily":[101],"influenced":[102],"by":[103,145],"priorities.":[105],"Customisation":[106],"services,":[108],"meeting":[109],"individual":[110],"student":[111],"needs,":[112],"working":[113],"under":[114],"immense":[115],"pressure":[116],"within":[117],"tight":[118],"timeframes":[119,187],"focusing":[121],"on":[122,260],"teaching":[123],"research":[125],"jointly":[126],"contribute":[127],"academics\u2019":[129,212],"Indeed,":[136],"nature":[138],"job":[141],"necessitates":[142],"such":[143],"default,":[146],"as":[147,191,276],"unable":[150],"cancel":[152],"or":[153],"postpone":[154],"classes":[155],"due":[156],"scheduling":[158],"constraints":[159],"requirement":[162],"be":[164,218],"physically":[165],"present":[166],"during":[167],"class":[168],"sessions.":[169],"Practical":[170],"implications":[171],"administrators":[173],"managers":[175],"should":[176],"with":[179],"adequate":[180],"resources,":[181],"effective":[182],"work":[183],"allocation":[184],"optimal":[186],"task":[189],"completion,":[190],"priorities":[193,214],"satisfaction":[206],"these":[208],"needs":[209],"would":[210,274],"enable":[211],"better":[219,224],"balanced,":[220],"thereby":[221],"contributing":[222],"operational":[225,280],"efficiency,":[226],"boosting":[227],"organisational":[228],"performance":[229],"maintaining":[231],"business":[232],"sustainability.":[233],"Originality/value":[234],"empirical":[236],"serve":[238,275],"clarify":[240],"sector,":[250],"thus":[251,298],"expanding":[252],"extant":[254],"literature,":[255],"has":[257],"mostly":[258],"concentrated":[259],"describing":[261],"same":[263],"phenomena":[264],"manufacturing":[267],"proposed":[270],"model":[273],"guideline":[278],"efficiencies":[281],"prevent":[287],"future":[288],"recurrence":[289],"reduce":[291],"potential":[293],"risk":[294,301],"disruption,":[297],"mitigating":[299],"dissatisfaction.":[303]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":1}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2022-05-27T00:00:00"}
