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The purpose of this commentary is to present a critically constructive examination of the contribution of service research to the development of services from institutions that offer fair and sustainable living for all humans.

The authors draw upon critical thinking and critical social theory to problematise the neoliberal agenda (e.g. marketisation and privatisation) that shapes the service ecosystems within which the sustainable development goals (SDGs) and service research relating to SDG11 – sustainable cities and communities – and SDG16 – peace, justice and strong institutions – are often based. The authors critically review extant literature aimed at these goals and present constructive pathways for transformative social change to foster fair and sustainable living for all.

The authors find that the United Nations institutions, the SDGs and the service ecosystems that shape the research and practice addressing SDG11 and SDG16 are often grounded in neoliberal capitalist ideology that may inhibit transformative change. While service research has made some relevant and important contributions to support the development of services from institutions that offer fair and sustainable living, there is a need to consider alternative assumptions upon which service research and service design can be based to fully realise such transformative goals.

This commentary encourages service research scholars to engage with critically constructive perspectives that harness critique for transformative change.

Efforts to contribute to the Sustainable Development Goals are increasingly part of tourism business planning, forming part of their business policies, linking with society and generating a sustainable hotel offer. The great impact it causes and, which in the short term it will achieve, digital tools in hotel activities can be evidenced. It will also help to collect the information that serves for the certifications of hotel companies. In spite of all the efforts, there is still a great knowledge gap that needs to be filled to achieve the expected business results and that it can be evidenced that the hospitality industry is now more than ever focussed on the care of its workers and on contributing to the sustainability of the world.

There is an urgent need to develop a systematic tool for urban design in the cities of the Klang Valley, Malaysia. Sustainable Development Goal 11 (SDG11) proposes ideas to make cities and human settlements inclusive, safe, resilient and sustainable. This paper approaches this goal through land use, integrated into an effective connectivity network. It offers a scientific and systematic approach. The research employs Space Syntax of the University College London as a tool for urban analysis and the principles of Sustainable Street Networks developed by the Congress of New Urbanism to respond to connectivity issues.

The paper employs empirical research through case studies. A systematic literature review is conducted on the diversified applications of the Space Syntax correlations, which steered the fundamental analysis of the elements of deconstruction to structure and land use. Space Syntax and Sustainable Street Network characteristics were the essential research methods. It is important to note that these data a new finding on the Syntactic Maps of the two case study cities.

The paper summarises a set of results on (1) international comparison of spatial intelligence, (2) patterns from the Eastern cases and (3) theoretical guidelines for spatial intelligence through the Syntax by offering key characteristics of the New Urbanism principles, which could be considered, while revitalising the cities in the Klang Valley, Malaysia.

The findings are specific and applicable to the oriental contexts. However, such results have been further compared to the Western context.

The study develops a toolkit for urban planners and designers and architects in Klang Valley, Malaysia.

The research has focused and will add value for SDG11: Sustainable Cities and Communities. Theoretically, the paper offers insights to urban design readers.

It is important to note that the data itself is a new finding on Syntactic Maps of the two case study cities. The investigated setting is unique, and the first attempt in generating a Space Syntax map to the cities of Klang Valley, and the findings, therefore, offer a new set of knowledge-base to the city planners, urban designers, researchers and architects.

Sustainable urban development involves integrating intelligent technology into urban planning to promote economic growth, social services, and environmental preservation. It fosters inclusiveness, safety, resilience, and sustainability in urban environments. However, this strategy faces challenges balancing economic growth, social equality, and environmental preservation. Design experts must balance economic development with sustainability preservation to achieve sustainable urban development. They depend on technology for smarter communities. The paper aims to identify the criteria for sustainable urban design and design professionals' bias and their awareness of using the fourth industrial revolution technologies.

The research methodology involves a document review to identify criteria and weights for sustainable urban design. A questionnaire was conducted with 30 design professionals to understand their preferences and biases. A hierarchical framework was created, and pairwise comparisons were computed using an AHP Online System. The weight of each criterion was calculated by aggregating normalized pairwise values within each row and dividing by the total number of cells. The Consistency Ratio (CR) was determined by aggregating the values in the row to produce the weighted aggregate value for each principle.

The document review emphasizes the significance of sustainable urban design, livability, intelligence, and environmental conservation in sustainable communities. However, participants often overlook these aspects, focusing on comfort, privacy, security, and exclusiveness. They also ignore the need for smart city technologies and environmental protection. This lack of understanding may hinder Egypt’s achievement of SDG11.

The paper’s main limitation is the small sample size and composition, as all participants were Egyptians working in Egypt or the Arabian Gulf region. The findings cannot be generalized, and future research could involve a team from different regions. Egypt needs to address the lack of knowledge and awareness of sustainable urban design principles among design professionals to achieve SDG 11 goals. This can be achieved through educational initiatives, readjusting priorities towards sustainability, harmonizing policy and practice with sustainable urban design principles, and interdisciplinary teamwork. Design professionals should customize their methods to suit local requirements and ecological circumstances.

The paper reveals that many design professionals lack an integrated and holistic understanding of sustainable urban design principles that the document review outlined. Their responses and practices reveal an incomplete understanding of sustainable urban development, requiring attention to organizing the profession, training practitioners, and reforming planning education. The paper shows that AHP has the potential to serve as a suitable instrument for decision-making; nonetheless, it is essential to exercise caution when interpreting its outcomes.