Abstract
In today’s business world, Malaysian postal and courier companies are rapidly growing due to recent Covid-19 but they face various challenges due to intense competition in the use of high-tech e-services. The paper examines the role of business and market intelligence in expediting service innovation and responsiveness in Malaysia, which is considered the business hub of Asia. Primary survey data were collected from the 93 managerial staff of postal and courier companies in Malaysia. We employed PLS-SEM methodology to test the relationship between the selected variables of interest. The results indicate that market intelligence and business intelligence are the major contributors to service innovation and service responsiveness. Moreover, the role of knowledge management is crucial in better utilization of external and internal knowledge. Finally, this study provides practical guidelines to practitioners and policymakers of postal and courier companies to devise viable strategies for efficiently realizing service innovation and service responsiveness to the best satisfaction of the end customers.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
