Boon Cheong Chew, Lay Hong Tan, Nurlisa Loke Abdullah and Syaiful Rizal Hamid
This study aims to explore the unique establishment of the early stage of the Alipay ecosystem in Malaysia by the Chinese-based Ant-Financial Services Group (Ant-Financial is the…
Abstract
Purpose
This study aims to explore the unique establishment of the early stage of the Alipay ecosystem in Malaysia by the Chinese-based Ant-Financial Services Group (Ant-Financial is the parent company of Alipay). Alipay, a Chinese m-payment technology, is used by Chinese tourists visiting Malaysia. With the diverse set of domestic–foreign stakeholders formed within this early stage of the Alipay ecosystem in Malaysia, this empirical study provides fresh insight that is different from the typical group of domestic stakeholders and crucial for a successful early stage of an m-payment ecosystem establishment. This early stage of the Alipay ecosystem in Malaysia set a promising precedent for the next m-payment ecosystem for Malaysians.
Design/methodology/approach
This exploratory case study examined the early stage of the Alipay ecosystem established in Malaysia. The authors collected primary data from eight respondents through qualitative, semi-structured interviews. These respondents were identified using a snowballing technique, including individuals with relevant knowledge. To ensure the accuracy and reliability of the information, the authors triangulated the primary data obtained with other primary and secondary data sources.
Findings
The results elucidate how Ant-Financial established the early stage of the Alipay ecosystem in Malaysia. A significant aspect of this establishment was the strong collaboration between Alipay-Malaysia Sdn. Bhd. (Alipay-Malaysia as a subsidiary in Malaysia) and three Malaysian banks. This collaboration, which was backed by Bank Negara Malaysia, allowed Alipay-Malaysia to obtain its regulatee status in 2017, making it lawful to provide escrow e-money services in Malaysia. Following this, Alipay-Malaysia gained support from local merchants under these banks’ networks to accept Alipay from Chinese tourists. This study revealed that the early stage of the Alipay ecosystem in Malaysia was characterised by a diverse set of domestic-foreign stakeholders and functioned effectively from the outset. Consequently, in 2018, Malaysia was ranked among the top ten countries in global Chinese tourist spending.
Research limitations/implications
This study of Alipay in Malaysia from 2016 to 2022 was challenging. Initially, the authors faced the obstacle of information scarcity as the respondents kept the information confidential to reduce rivalry. In the middle stage of our study, the authors encountered information inconsistency due to numerous erroneous personal assumptions and predictions. At that time, limited official information about Alipay’s establishment in Malaysia was available. It took a long time to gather primary and secondary data. The authors cross-examined these data by comparing different sources and triangulated them by validating the findings with other data sources. When Alipay was widely accepted in Malaysia and attained the top 10 position in global Chinese tourist spending, the COVID-19 outbreak froze the global tourism economy and reduced Alipay transactions. Later, the Malaysian Government enforced a nationwide movement control order that halted Alipay operations.
Practical implications
This study documented the early stages of the Alipay ecosystem establishment in Malaysia and made two contributions. Firstly, our research contributes to understanding the strategic approaches of an m-payment ecosystem establishment from a developing country-drawing from the Malaysian experience. Secondly, our study offers practical lessons for other m-payment service providers aiming for global expansion. The lessons learned in developing an early stage m-payment ecosystem in Malaysia, the strategies, a diverse set of domestic-foreign stakeholders’ roles and their collaboration within the Alipay ecosystem established in Malaysia are worth noting.
Originality/value
Up to this point, no exploratory qualitative study has been conducted on the early stage of an m-payment ecosystem (dominated by a foreign m-payment technology) in a developing country. By addressing the research question of “How has Ant-Financial established the early stage of the Alipay ecosystem in Malaysia?” this study provides a unique perspective on the establishment of an early stage Alipay ecosystem, underscores the strategies of an early stage Alipay ecosystem establishment and understand a diverse set of domestic-foreign stakeholders’ roles and their collaboration within such ecosystem that contributed to the existing theory of m-payment ecosystem.
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Lay Hong Tan, Boon Cheong Chew and Syaiful Rizal Hamid
This paper aims to provide a more holistic perspective on rationales that motivated Maybank to move toward a sustainable banking operating system.
Abstract
Purpose
This paper aims to provide a more holistic perspective on rationales that motivated Maybank to move toward a sustainable banking operating system.
Design/methodology/approach
The case study was based on primary data collected through a series of qualitative interview with 35 bankers who were from different departments. Besides, the secondary data such as academic books and journals, government and regulatory authority’s publications, website publications, Maybank’s annual reports and Maybank’s sustainability reports were reviewed to obtain a more comprehensive understanding on rationales that motivated Maybank to move toward a sustainable banking operating system.
Findings
Within the corporation studied, the rationales for moving Maybank toward sustainable banking operating system are driven by macro-, meso- and micro-level drivers. In terms of macro-level drivers, the pressures come from the bank’s external environment. A PESTLE analysis is used to discuss the drivers for change present within the macro environment. The different national government bodies and non-government organizations are calling upon financial institutions to implement more socially and environmentally friendly lending policies. In terms of meso-level drivers, stakeholders are viewed as important driving forces for Maybank to integrate sustainability into banking operations. Internal driving forces are likely to emanate from employees, the board of directors and shareholders. External driving forces result from pressure from customers, governments, competitors, NGOs and society at large. Micro-level drivers are drivers of sustainable banking that include pressures generated from within the bank’s internal environment. Maybank is largely motivated by its mission statement and vision statement, which is articulated in their sustainable banking agenda.
Research limitations/implications
Viewing the rationales that motivated Maybank to move toward a sustainable banking operating system through multiple perspectives – macro-, meso- and micro-level drivers present an interesting approach for research.
Originality/value
The rationales for moving Maybank toward a sustainable banking operating system are driven by macro-, meso- and micro-level drivers. This paper provides fresh insight into rationales that move toward the sustainable banking operating system.
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Lay Hong Tan, Boon Cheong Chew and Syaiful Rizal Hamid
This paper adopts an existing body of theory (gaps model of service quality) and aims to further contribute to it. The theory building within this paper is expected to represent…
Abstract
Purpose
This paper adopts an existing body of theory (gaps model of service quality) and aims to further contribute to it. The theory building within this paper is expected to represent an extension to the existing theory, particularly with regard to the reconceptualisation and redefinition of service quality in sustainable banking.
Design/methodology/approach
The case study was based on primary data collected through a series of qualitative interviews with the 35 bankers who were from different departments. In addition, available secondary data such as academic books and journals, government and regulatory authority’s publications, website publications, Maybank’s annual reports and sustainability reports were reviewed to obtain a more comprehensive understanding of the Maybank’s sustainability banking operating system.
Findings
This paper has documented various findings identified with the aspects of sustainable banking in Maybank. Essentially, these findings are focussed on filling the gaps that currently exist in the literature and in the practice of sustainable banking in Maybank. Maybank is in the phase of preventive banking because, in recent years, it has been observed that Maybank is moving towards the initiative to embrace sustainability in their banking operations. Maybank has used the sustainability criteria for the credit risk management process and socially responsible investing. When viewed from this perspective, it is possible to say that a transition process has started towards offensive banking. In addition, this research’s findings imply that the determination of the service quality level of customers focusses not only on the homogenous customer’s quality evaluation, but it also includes the examination of heterogeneous customers. Heterogeneous customers are those who have an indirect interest in the bank; they are indirectly affected either positively or negatively by the actions of the bank.
Research limitations/implications
The reconceptualisation and redefinition of service quality, which embeds the novel concept of sustainable banking, can be attributed to a handful of distinctive financial institutions which have been proactively and gradually shaping their corporate images as advocates of socio-environmental sustainability.
Originality/value
The limited literature on sustainable banks and to the best knowledge of the researchers, no other researcher has examined sustainable banking in the Malaysian banking industry to date. This study is designed to address this gap with the central objective to investigate the aspect of sustainable banking operating system provided by Maybank by using the gap model of service quality which was developed by Parasuraman et al. (1985).
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Boon Cheong Chew, Xiaobai Shen and Jake Ansell
This study aims to investigate the entrance of Chinese-based Alipay’s mobile-payment (m-payment) technology into Malaysia. Malaysia allowed this entry of the first foreign…
Abstract
Purpose
This study aims to investigate the entrance of Chinese-based Alipay’s mobile-payment (m-payment) technology into Malaysia. Malaysia allowed this entry of the first foreign m-payment company because it would allow Chinese tourists spending while they are visiting Malaysia. It will view this entrance from a Malaysian perspective.
Design/methodology/approach
The views of Malaysian players (Bank Negara Malaysia officers, three Malaysian banks’ officers, Alipay-Malaysia officers, airport section manager, convenience store manager and airport store sales executive) were sought via qualitative interview concerning Alipay’s entry into the Malaysian market. Respondents who had relevant knowledge and/or were involved in Alipay m-payment technology development in Malaysia were contacted, while there remainder were obtained by snowballing. Secondary data was collected from Bank Negara Malaysia’s policy, three Malaysian banks’ reports, the Alipay-Malaysia public statements and the Airport and Convenience Store reports. Triangulation using primary and secondary data was used to safeguard the validity and reliability of the outcomes.
Findings
The entry strategy used by Alipay was different from those reported in previous studies. The establishment of Alipay-Malaysia was the first element of the “mode of entry” gaining pioneer status in Malaysia. The next stage was gaining support from Bank Negara Malaysia-Malaysian Central Bank and three Malaysian banks (Maybank, Public Bank and CIMB) through collaborative ventures with Alipay-Malaysia Sdn. Bhd., leading to acceptance nationwide by local merchants. The key driver of acceptance being Chinese outbound tourists in Malaysia.
Research limitations/implications
This case study was conducted during the early implementation of Alipay in Malaysia from 2015 until April 2019. During this period, there were challenges due to the lack of primary data. These were overcome by the support from the respondents and the secondary data.
Practical implications
This study contributes to insights from a different entry strategy that used tourism as a leading force. This can give guidance to other m-payment service providers or other countries as m-payment technology recipient about “market entry strategy” and “modes of entry” following Alipay’s approach.
Originality/value
To date, no study has been conducted to investigate the nature of Alipay m-payment in Malaysia. This qualitative study has examined the new phenomenon regarding how Alipay entered the Malaysian market. Moreover, this study can also contribute new insights into the existing theory of “market entry strategy” in terms of Alipay’s tourist-based approach.
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Boon Cheong Chew, Lay Hong Tan and Syaiful Rizal Hamid
The main purposes of the study were to investigate the ethical banking operations based on the award-winning the UK Co-operative Bank which has successfully brought significant…
Abstract
Purpose
The main purposes of the study were to investigate the ethical banking operations based on the award-winning the UK Co-operative Bank which has successfully brought significant implications on sustaining the nation’s (the UK) socioenvironmental development. The Co-operative Bank operations are conceptualised into a solid ethical banking operations framework (EBOF) to contribute theoretically into enriching the body of the knowledge. Besides, by understanding the EBOF of an ethical banking system, the other banking players like the Malaysian bank can learn from this best practice and gradually shape its operation to become more ethical.
Design/methodology/approach
The case study on the UK Co-operative Bank was based on primary data collected through a series of qualitative focus group conducted on 20 senior bank managers who were interested and were supportive of this research project. These experienced respondents are actively involved in the Co-operative Bank’s “Corporate Ethical Policy” formulation, as well as the implementation of this policy into the Co-operative Bank’s daily operations. Besides, secondary data are reviewed to obtain a more comprehensive understanding on the Co-operative Bank. The research began in December 2012 and was completed in August 2014. The main reason the researchers opted for qualitative studies is to comply with the criteria of inductive approach, whereby the final outcomes (EBOF) include the crystallisation of the ethical banking operations, which could be generalised theoretically and empirically.
Findings
At the end of the study, EBOF based on the Co-operative Bank’s ethical operations (as the case studied) is constructed. As a conclusion, the Co-operative Bank has done tremendously well in sustaining the UK’s socioenvironmental development, which justifies the reason why the Co-operative Bank has won numerous prestigious awards and is being well recognised nationally and regionally.
Practical implications
The novelty concept of ethical banking is driven by the global socioenvironmental initiative that influences some of the major financial institutions which are proactively and gradually shaping their corporate image in safeguarding the community around the environment. This research has successfully attained the ultimate objective to foster knowledge transfer through learning from the best (from the UK Co-operative Bank) in shaping local (Malaysia) ethical banking.
Originality/value
This study constructs the EBOF based on the Co-operative Bank’s ethical operations that could be empirically disseminated and adopted in other banks’ operations (across the globe). This is aimed in shaping the local banking industry to become more ethical (learning from the best practice of the UK Co-operative Bank) in wealth creation that places high emphasis on socioenvironmental benefits rather than economic gain on profit maximisation alone. Besides, the EBOF contributes and enriches the body of the knowledge about ethical banking operations.
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David Ng, Dong Thanh Nguyen, Benjamin Koon Siak Wong and William Kim Weng Choy
The purpose of this paper is to present a review of empirical studies on principal leadership in Singapore. It seeks to provide a general picture of Singapore principals’…
Abstract
Purpose
The purpose of this paper is to present a review of empirical studies on principal leadership in Singapore. It seeks to provide a general picture of Singapore principals’ leadership qualities, styles, and roles.
Design/methodology/approach
This is a systematic review of empirical studies, using a “bounded” approach with a focus on the main findings of the reviewed studies. In all, 36 studies were selected for the interview. The findings of these studies were open coded, synthesized, and clustered into different themes.
Findings
The review revealed several qualities, characteristics, styles, and enacted roles of Singapore principals. While there are similarities between Singapore principals and principals elsewhere in the world, the review brought out some features unique to Singapore principals.
Originality/value
This review contributes to the growing literature in comparative research on principals’ leadership and their enacted roles, and concurrently functions as a guide for further research on school leadership in Singapore.
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Allan Walker and Philip Hallinger
The purpose of this paper is to synthesize findings from five systematic reviews of research on principal leadership in East Asia contained in this special issue. The goal is to…
Abstract
Purpose
The purpose of this paper is to synthesize findings from five systematic reviews of research on principal leadership in East Asia contained in this special issue. The goal is to identify commonalities as well as differences concerning both approaches to research and the enactment of school leadership within this rapidly developing and increasingly influential region of the world.
Design/methodology/approach
The review uses thematic analysis of both structural elements and substantive findings drawn from the composite review papers.
Findings
The synthesis of the research reviews found considerable variability across the five societies in terms of the volume of work accessible to international audiences, topical foci, the conceptual and methodological sophistication, and findings. Three content patterns were discerned via the thematic analysis of the five reviews: first, influences on the principalship (incorporating personal, cultural and political sub themes); second, principal leadership practices (including qualities and styles, vision, indirect influence on student learning and shared decision making); and third, principal development (including preparation, training and professional development).
Research limitations/implications
In a broader sense, this synthesis paper seeks to assess the development of the field of applied study in East Asia over the past two decades. As such, the paper highlights implications for further building the knowledge base both in the region and globally.
Originality/value
This synthesis, as well as the five reviews, represent the first effort to mark the boundaries of knowledge about school leadership in these East Asian societies. As such, they lay a foundation for the future development of the field in the region, and in so doing also make a contribution to a more diverse global literature in the field.
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Garry Wei-Han Tan, Voon Hsien Lee, Binshan Lin and Keng-Boon Ooi
The purpose of this paper is to extend the unified theory of acceptance and use of technology with psychological constructs, namely, perceived playfulness, mobile innovativeness…
Abstract
Purpose
The purpose of this paper is to extend the unified theory of acceptance and use of technology with psychological constructs, namely, perceived playfulness, mobile innovativeness in information technology and perceived expressiveness (PEX) to examine on the consumers’ intention to adopt mobile applications (m-apps) as another mean in purchasing tourism-related product and services via their mobile devices. The study also included gender as moderating variable.
Design/methodology/approach
Partial least square-structural equation modeling approach was adopted to test the research framework using 474 valid respondents.
Findings
The results demonstrated that only performance expectancy and PEX are non-significant with the intention to adopt. In addition, gender was found to have a moderating effect between social influence and intention.
Practical implications
The study has several useful implications for researchers, m-apps developers, travel-related organizations and even government agencies when rendering m-apps services and disseminating information to their potential consumers.
Originality/value
The study contributes to the growing literature on m-apps in tourism from a developing country’s perspectives.
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The paper aims to provide up-to-date analysis on how a country like Singapore, with a rich tangible and intangible cultural heritage associated with burial customs, approaches…
Abstract
Purpose
The paper aims to provide up-to-date analysis on how a country like Singapore, with a rich tangible and intangible cultural heritage associated with burial customs, approaches heritage preservation while ensuring modernisation and sustainable growth.
Design/methodology/approach
The paper is an exploratory analysis of the association between cultural heritage preservation, particularly the one associated with elaborate burials, and the need for modernisation in Singapore. It mainly uses desk research tools, fieldwork and interviews with death services providers to build a set of conclusions. It employs a historical review approach and uses comparative analyses with other countries in the Asian region to substantiate the arguments.
Findings
The paper provides insights about how, since its independence, Singapore has switched to pragmatic models of growth and development which imply maximising the limited space available, often at the cost of precious cultural heritage. The rapid development has had a significant impact on the country's burial customs and legacies, particularly on elaborate graves and tombs, which traditionally use a considerable amount of space. The analysis concludes that Singapore is in the constant challenge of exploring alternative ways of handling death and its ramifications.
Originality/value
This paper presents a new outlook on the relationship between the preservation of the tangible and intangible cultural heritage associated with death practices and a sustainable approach to modernisation in the context of Singapore.