International Journal of Service Management and Sustainability (IJSMSust) 

Universiti Teknologi MARA Cawangan Sarawak

International Journal of Service Management and Sustainability (IJSMSust) is an official academic journal of Universiti Teknologi MARA (UiTM) Sarawak. It is a double-blind reviewed international scholarly journal which promotes cross-disciplinary research and managerial practices for sustainable service excellence. IJSMSust will be published twice a year (March & September, since 2021) and the publisher is Universiti Teknologi MARA Cawangan Sarawak.

Aim & Scope
International Journal of Service Management and Sustainability (IJSMSust)

Universiti Teknologi MARA Cawangan Sarawak

This journal aims to focus on service management and sustainability in order to leverage and sustain performance of the services sector as well as improve and sustain the quality of customer service (for all economic sectors), natural environment and quality of life.

This double-blind reviewed journal is published bi-annually in March and September. It is registered with Malaysia Citation Centre (MCC) and indexed in MyCite and ACI (ASEAN). The scope encompasses service management and sustainability for better performance of individuals, private and public organizations, the economy, government(s), nation(s), regions(s) and the natural environment. The service management and sustainability topics include but not limited to:

1. Service economy

18. Tourism and hospitality service

2. Customer service quality

19. Healthcare service

3. Sustainable service practices

20. Accounting and financial service

4. Service planning & strategy

21. Logistics & retailing service

5. Service product and innovations

22. ICT service

6. Services marketing

23. Professional service

7. Service integrity & ethics

24. Sports and recreational service

8. Service design

25. Social/Community service

9. Service environment & Servicescape

26. Public sector service management

10. Relationship marketing

27. Service dominant logic

11. Service value chain

28. Systems Thinking

12. Service culture

29. Human factor engineering/Kansei

13. Service operations management

30. Sustainability in service management

14. Supply chain management

31. Green service management

15. Human resource management

32. Other topics for service excellence

16. Corporate social responsibility

33. Quantitative methods for service

17. e-Services/e-Commerce





Reviewers and Committee Members

International Journal of Service Management and Sustainability (IJSMSust)

Universiti Teknologi MARA Cawangan Sarawak

Assoc. Prof. Dr. Margaret Chan Kit Yok (Agriculture)
Assoc. Prof. Dr. Noel Siu (Marketing, Hong Kong Baptist University)
Assoc. Prof. Dr. Sandra Sim Phek Lin (Education/Language)
Assoc. Prof. Dr. Jennifer Tunga Janang (Banking/Finance)
Assoc. Prof. Dr. Ling Siew Eng (Quantitative Methods)
Dr. Ting Siew King (Economics)
Dr. Thalany Kamri (Economics/Management)
Dr. Azilawati Banchit (Banking/Finance)
Dr. Gluma Saban (Marketing)
Dr. Malvern Abdullah (Marketing)
Dr. Juferi Idris (Engineering/Water Quality)
Assoc. Prof. Dr. Abang Zainoren Abang Abdurahman (Marketing)
Dr. Rudi Tawie Joseph Sipi (Structural Engineering)
Assoc. Prof. Dr. Siti Akhtar Mahayuddin (Built Evironment)
Assoc. Prof. Dr. Norlina Mohamed Noor (Office Management)
Dr. Abdul Jabbar Abdullah (Economics)
Assoc. Prof. Dr. Jati Kasuma Ali (Marketing)
Dr. Norseha Unin (Education/Language)
Dr. Nurhani Aba Ibrahim (Economics)
Assoc. Prof. Dr. Vivien Jong Yi Mien (Chemistry)
Assoc. Prof. Dr. Lau Sie Hoe (Quantitative Methods)
Dr. Baljinder Singh (Education/Language)
Dr. Awang Rozaimie Awang Shuib (Management)
Assoc. Prof. Dr. Leong Siow Hoo (Statistics)
Patricia Melvin Jussem (Tourism)
Dr. Tamoi Janggu (Accounting)
Assoc. Prof. Dr. Afzan Ahmad Zaini (Agriculture/Engineering)
Assoc. Prof. Dr. Tang Howe Eng (Quantitative Methods)
Assoc. Prof. Dr. Kartinah Ayupp (Management, UNIMAS)
Dr Tini Maizura Mohtar (Tourism, Universiti Malaysia Sabah)
Dr. Voon Mung Ling (Management, Swinburne University of Technology)                  
Assoc. Prof. Dr. Winnie Wong Poh Ming (Management, University College of Technology Sarawak)
Dr. Mohd Atiqar (Management, Curtin University of Technology)
Assoc. Prof. Dr. Lew Tek Yew (HR Management, Curtin University of Technology)
Dr. Grace Phang Ing (Management, Universiti Malaysia Sabah)
Prof. Dr. Faisal (Sustainability, Universitas Diponegoro, Indonesia)
Prof. Dr. P. Umarani (Saveetha Engineering College, India)


Language Editors
Dr. Sueb Ibrahim (Chief)
Nooramali Mohd Jennis
Lilly Metom
Teo Ai Kiat 
 Dr. John Francis Noyan
Affidah Morni
 Saira Joe
Dayang Zarinah Awang Bohari
Ch'ng Looi Chin

Assoc. Prof. Dr. Leong Siow Hoo (ISSN, eISSN & Indexing)
Nor Hazizah Binti Julaihi, Voon Li Li & Ling Siew Ching (Type & Setting)
Nero Madi (Plagiarism/Copyright)

Website/ICT & Design
Adib Sarkawi
Clement Jimel


Code of Ethics

International Journal of Service Management and Sustainability (IJSMSust)

Universiti Teknologi MARA Cawangan Sarawak

Ethical Guidelines for IJSMSust
International Journal of Service Management and Sustainability (IJSMSust) is a peer-reviewed journal. In ensuring the quality of articles published in the IJSMSust, editors, authors and reviewers must adhere to the highest level of professional ethics and standards. In this respect, clear ethical guidelines must be provided to the editors, authors and reviewers respectively.

The responsibilities of editors are as follows:

  • Acknowledge receipt of submitted manuscripts.
  • Ensure an efficient, fair, and timely review process is given to reviewers or revision by authors.
  • Ensure the processing of submitted manuscripts in a strictly confidential manner.
  • Disclose the content of manuscripts only to the corresponding author, reviewers, and the publishers.
  • Decline to process manuscripts if there is any conflict of interest with any of the authors or institutions related to the manuscripts.
  • Decline to disclose the names and other details of the reviewers to a third party without the permission of the reviewers.
  • Ensure the final decision regarding acceptance or rejection of a manuscript is made with reference to the significance, originality, and clarity of the manuscript and its relevance to the journal.
  • Avoid requesting the authors to cite his or her journal either as a pre- condition of accepting their manuscripts for publication.
  • Respond promptly and take reasonable measures when ethical issues concerning a submitted manuscript or a published paper are raised.

The responsibilities of authors are as follows:

  • Refrain from submitting concurrent manuscripts to multiple journals.
  • Refrain from submitting papers that have been published elsewhere to the journal for consideration.
  • Ensure original work.
  • Cite publications that have been influential in supporting the reported work.
  • Present a precise and brief report of his or her research and an impartial description of its significance.
  • Gather and interpret his or her research data.
  • Provide the raw data for his or her research for the convenience of editorial review and public access, if required.
  • Ensure that his/her paper contains sufficient details and references to permit others to replicate the work.
  • Guarantee that the papers submitted are original and free from plagiarism and unethical publishing behaviors.
  • Indicate explicitly the funding support of the study, if applicable.
  • Declare any conflict(s) of interest.
  • Acknowledge all parties who have made contributions to the research.
  • Ensure that all co-authors have affirmed the final version of the paper and have agreed on its final publication.
  • Inform the journal editor of any obvious error(s) in his or her published paper and cooperate earnestly with the editor in any retraction or correction of the paper.

The responsibilities of reviewers are as follows:

  • Assist the editors in making editorial decisions.
  • Notify the editor and excuse himself or herself from the process of reviewing this manuscript if he/she feels unqualified to review the assigned manuscript.
  • Notify the editor and excuse himself/ herself from the process of reviewing this manuscript if he/she cannot meet the deadline for completion.
  • Inform the editor and avoid from reviewing the manuscript if there is a conflict of interest, for example, an obvious personal or academic relationship.
  • Treat the manuscript in a strictly confidential manner.
  • Perform the peer-review job objectively and avoid personal criticism.
  • Suggest relevant published work that have not been cited by authors.
  • Refrain from using for his or her own research, any part of any data or work reported in submitted and as yet unpublished articles.
  • Notify the editor of any similarities between the manuscript under review and any other paper either published or under consideration by another journal.