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Integrating ‘Sejahtera’: a holistic approach at agoda

Abdul Razak, Arbaiah and Ismail, Yusof and Mhd. Sarif, Suhaimi (2023) Integrating ‘Sejahtera’: a holistic approach at agoda. IIUM Journal of Case Studies in Management, 14 (1). pp. 27-31. ISSN 2810-2327 E-ISSN 2710-7175

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The case describes a practical approach adopted by a young Customer Service Specialist, Amalina Basir at Agoda, one of the world’s fastest-growing online travel agencies. With a humble start in 2018 as a frontline who managed calls, emails, and expectations between customers and their bookings, Amalina developed her career at Agoda. In 2021, Amalina was promoted as a Knowledge Management Specialist. Amalina often faced a compelling dilemma to find balance between giving the best services to the customers and maintaining the company’s best practices. Guided by an indigenous Malay concept of ‘sejahtera’, Amalina navigated her budding journey at Agoda in a holistic and balanced manner. Amalina’s ‘sejahtera’ principle was enhanced when she enrolled in an elective course on ‘Sejahtera Leadership’ during her studies in part-time Master of Business Administration (MBA) at the International Islamic University Malaysia (IIUM). Sejahtera Leadership taught Amalina to give a holistic view on the ten interconnected elements (i.e., SPICES) and find balance between the elements towards achieving a ‘sejahtera’ state and sustainable services in online travelling business.

Item Type: Article (Journal)
Uncontrolled Keywords: Sejahtera; Leadership; Travelling Agency; Business Administration; Malaysia
Subjects: BPH Islamic Economics > BPH830.3 Social systems. Urban groups. Cities and towns. Sustainable urban development
H Social Sciences > HF Commerce > HF5001 Business. Business Administration > HF5387 Business ethics
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button): Kulliyyah of Economics and Management Sciences
Kulliyyah of Economics and Management Sciences > Department of Business Administration
Depositing User: Dr Suhaimi Mhd Sarif
Date Deposited: 31 Jan 2023 16:03
Last Modified: 31 Jan 2023 16:04
URI: http://irep.iium.edu.my/id/eprint/103512

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