Over the past twenty years, service organizations have adopted total quality management to enhance their service quality, significantly impacting business performance, customer satisfaction, and profitability. This study delves into policy development of sustainable quality management theory, benefits, and various service components, while reviewing its implementation in services industries and policy innovation. The concept of Sustainable Quality Management 4.0 (SQM 4.0) integrates sustainable management, traditional quality management, and Quality 4.0 principles to optimize resources, reduce environmental impacts, and enhance decision-making through Industry 4.0, IoT, AI, and big data analytics. The findings offer valuable framework and policy insights for managers and practitioners on quality management and service systems, providing an implementation framework for Sustainable Quality Management in the service sector. The paper outlines comprehensive elements and strategies for implementation as a SQM framework for attaining sustainable quality management in the services industry.

This study adapts traditional service blueprint methodologies for technology-driven coopetition networks, where companies simultaneously collaborate and compete. Integrating insights from service science, we developed an enhanced service blueprint framework with three key components: the cyber frontstage Lane for digital interactions, the physical backstage Lane for physical operations, and the support stage lane for supporting processes. Empirical validation in the Portuguese stone sector demonstrated the framework’s effectiveness in identifying network dysfunctions and its ease of use for industry professionals. Feedback highlights its relevance in capturing the complexities of modern digital coopetition and managing interactions and resources. This research underscores the necessity of updating service blueprint methods to optimize service delivery and value co-creation in digitally evolving sectors.

Analysing external factors with a design-thinking approach is crucial for adaptation, identifying opportunities, and mitigating risks in native digital enterprises. This research introduces a framework rooted in design principles and future scenarios for external analysis, with the aim of meeting current market needs. The study employs a mixed qualitative-quantitative research approach, incorporating methods such as literature review, workshops, and surveys. These methods enable the collection and analysis of both qualitative and quantitative data, providing a comprehensive and accurate understanding of the research topic by using it in a DNVB case study. Developing a conceptual framework using a design-thinking approach which we call ASPECT contributes to a comprehensive interpretation of complexity, intertwining collective and individual factors. This reduces the risk of overlooking essential elements when making strategic decisions in ambiguous, uncertain, and volatile contexts. This method contrasts with traditional external analysis frameworks like CAME, Pestle, and SWOT. The document aims to contribute to the literature by exploring new models of external analysis based on the design process. This framework combines the conventional stages of a design thinking process with methodologies for future scenarios to identify relevant external factors for organizations. It provides an innovative conceptual framework for creating new business models and growth strategies for digital enterprises.

As autonomous vehicles (AVs) revolutionize the global transportation landscape, their implications for emerging economies like Malaysia remain a subject of significant interest. This study delves into the multifaceted world of AV technology, focusing on Malaysia’s unique transportation challenges and opportunities. Through interviews with key stakeholders and experts, the research uncovers valuable insights into AV technology’s awareness, regulatory landscape, integration hurdles, potential benefits, and inclusivity impact in the Malaysian context. The study finds that while AVs hold the promise of improved road safety, reduced traffic congestion, and enhanced environmental sustainability, addressing challenges related to regulation, infrastructure, and public acceptance is imperative for successful integration. Additionally, AV technology has the potential to significantly enhance inclusivity in transportation, benefiting individuals with disabilities. The study underscores the need for holistic policy and infrastructure development to leverage the benefits of AV technology and pave the way for a sustainable and inclusive transportation future in Malaysia.

Concession agreements (CAs) in the port sector are designed to establish mutually beneficial arrangements for involved parties. They serve as catalysts, enabling ports to attract adept private investors and secure requisite funding to enhance port infrastructure, superstructure, and service quality. Concurrently, the imperative to mitigate negative externalities and promote sustainable practices in port organization and development remains paramount. In this context, the paper explores the nuanced landscape of CAs, specifically focusing on the urgent need for an innovative framework that integrates sustainability within port organization, operations and development. Drawing from existing academic discourse and field evidence, it systematically identifies, examines, and analyzes fundamental requirements and key factors that should be considered in CAs, in line with sustainable development and proposes a reference framework for an ideal Concession Agreement model. Despite evident strengthening of sustainability implications in port concessions, significant room for improvement persists. Nevertheless, dynamics in the field create a certain optimism for the future.