Browsing by Author "Reis, João"
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- Artificial Intelligence in Government Services: A Systematic Literature ReviewPublication . Reis, João; Santo, Paula Espírito; Melão, NunoThe aim of this paper is to provide an overview on how artificial intelligence is shaping the digital era, in policy making and governmental terms. In doing so, it discloses new opportunities and discusses its implications to be considered by policy-makers. The research uses a systematic literature review, which includes more than one technique of data analysis in order to generate comprehensiveness and rich knowledge, we use: a bibliometric analysis and a content analysis. While artificial intelligence is identified as an extension of digital transformation, the results suggest the need to deepen scientific research in the fields of public administration, governmental law and business economics, areas where digital transformation still stands out from artificial intelligence. Although bringing together public and private sectors, to collaborate in the public service delivery, presents major advantages to policy makers, evidence has also shown the existence of negative effects of such collaboration.
- Artificial Intelligence Research and Its Contributions to the European Union's Political Governance: Comparative Study between Member StatesPublication . Reis, João; Santo, Paula; Melão, NunoIn the last six decades, many advances have been made in the field of artificial intelligence (AI). Bearing in mind that AI technologies are influencing societies and political systems differently, it can be useful to understand what are the common issues between similar states in the European Union and how these political systems can collaborate with each other, seeking synergies, finding opportunities and saving costs. Therefore, we carried out an exploratory research among similar states of the European Union, in terms of scientific research in areas of AI technologies, namely: Portugal, Greece, Austria, Belgium and Sweden. A key finding of this research is that intelligent decision support systems (IDSS) are essential for the political decision-making process, since politics normally deals with complex and multifaceted decisions, which involve trade-offs between different stakeholders. As public health is becoming increasingly relevant in the field of the European Union, the IDSSs can provide relevant contributions, as it may allow sharing critical information and assist in the political decision-making process, especially in response to crisis situations.
- Artificial Intelligence Theory in Service ManagementPublication . Reis, João; Santo, Paula Espírito; Melão, NunoArtificial intelligence (AI) is expected to be more promising in the coming years, with, for example, notable gains in productivity, although there may be a significant impact on job reduction, which may jeopardize labor sustainability. Accordingly, there is a need to better understand this phenomenon and to analyze it in the light of a particular theory. However, there is a scarcity of AI theories in the service management literature. In order to obtain a better understanding of the subject, we have conducted a systematic review of the literature to provide a comprehensive analysis of the theories developed regarding AI in service management. The results have showed a wide range of theories, but not all directly related with AI; the latter are smaller in number making it difficult to draw a clear pattern. At current days, researchers are slowly advancing with new AI theories and moving away from those already in use, such as in computer science, ethics, philosophical theories, and so on.
- Counterintelligence Technologies: An Exploratory Case Study of Preliminary Credibility Assessment Screening System in the Afghan National Defense and Security ForcesPublication . Reis, João; Amorim, Marlene; Melão, Nuno; Cohen, Yuval; Costa, JoanaThe preliminary credibility assessment screening system (PCASS) is a US-based program, which is currently being implemented by intelligence units of the North Atlantic Treaty Organization (NATO) to make the initial screening of individuals suspected of infiltrating the Afghan National Defense and Security Forces (ANDSF). Sensors have been instrumental in the PCASS, leading to organizational change. The aim of this research is to describe how the ANDSF adapted to the implementation of PCASS, as well as implemented changes since the beginning of the program. To do so, we have conducted a qualitative, exploratory, and descriptive case study that allows one to understand, through the use of a series of data collection sources, a real-life phenomenon of which little is known. The results suggest that the sensors used in PCASS empower security forces with reliable technologies to identify and neutralize internal threats. It then becomes evident that the technological leadership that PCASS provides allows the developing of a relatively stable and consistent organizational change, fulfilling the objectives of the NATO and the ANDSF.
- Defence industries and open innovation: ways to increase military capabilities of the Portuguese ground forcesPublication . Reis, João; Melão, Nuno; Costa, Joana; Pernica, BohuslavThe European Defence Industry is undergoing profound changes. Industrial activity is now operating on a quintuple helix innovation model with the deep involvement of universities and governments in innovation. In addition, military innovations are being transferred to civil society, with increasing attention paid to the environment. In the first stage, we report on the state-of-the-art of existing research using PRISMA protocol. The PRISMA technique is widely accepted by the academic community for its ability to discover concepts, ideas, and debates about the defence industry. In the second stage, we present a case study involving the Portuguese Defence Industry, for which multiple data collection sources were used to ensure triangulation and corroboration. The results show that, in the light of the quintuple helix innovation model, it was possible to bring applications from theoretical discussion to real life. Moreover, within the scope of the triple helix, it was possible to develop, produce and test military products, allowing to improve the military capacity of ground forces. In the future, ecological concerns will likely increase, so we suggest a greater focus on this area of research.
- Digital Transformation: A Literature Review and Guidelines for Future ResearchPublication . Reis, João; Amorim, Marlene; Melão, Nuno; Matos, PatríciaThe aim of this paper is to provide insights regarding the state of the art of Digital Transformation, and to propose avenues for future research. Using a systematic literature review of 206 peer-reviewed articles, this paper provides an overview of the literature. Among other things, the findings indicate that managers should adapt their business strategy to a new digital reality. This mainly results in the adaptation of processes and operations management. Scholars, for the other side, are also facing challenges, as prior research may not have identified all the opportunities and challenges of Digital Transformation. Furthermore, while the Digital Transformation has expanded to all sectors of activity there are some areas with more prospects of being developed in the future than others.
- Disclosing Paths for Multi-channel Service Research: A Contemporaneous Phenomenon and Guidelines for Future InvestigationsPublication . Reis, João; Amorim, Marlene; Melão, NunoThe present paper reports on the findings of a systematic literature review on multi-channel services. In doing so, it uses an affinity diagram to show the results of a content analysis regarding the issues addressed by the existing literature in the field. This enables to understand areas of interest in the contemporary subject of research, find gaps in the literature and, lastly, to uncover guidelines for future research. The results suggest that future investigations should focus on the integration of traditional and virtual services, on quality issues and customer behaviour towards the use of multi-channel services. Previous research also suggests that multi-channel services are largely unaddressed, regarding issues as back-office processes, within the scope of operations management. Subsequently, since multi-channel services are multidisciplinary in nature, these guidelines represent a fruitful opportunity for future research to involve other disciplines.
- High-Tech Defense Industries: Developing Autonomous Intelligent SystemsPublication . Reis, João; Cohen, Yuval; Melão, Nuno; Costa, Joana; Jorge, DianaAfter the Cold War, the defense industries found themselves at a crossroads. However, it seems that they are gaining new momentum, as new technologies such as robotics and artificial intelligence are enabling the development of autonomous, highly innovative and disruptive intelligent systems. Despite this new impetus, there are still doubts about where to invest limited financial resources to boost high-tech defense industries. In order to shed some light on the topic, we decided to conduct a systematic literature review by using the PRISMA protocol and content analysis. The results indicate that autonomous intelligent systems are being developed by the defense industry and categorized into three different modes—fully autonomous operations, partially autonomous operations, and smart autonomous decision-making. In addition, it is also important to note that, at a strategic level of war, there is limited room for automation given the need for human intervention. However, at the tactical level of war, there is a high probability of growth in industrial defense, since, at this level, structured decisions and complex analytical-cognitive tasks are carried out. In the light of carrying out those decisions and tasks, robotics and artificial intelligence can make a contribution far superior to that of human beings.
- Impact of Artificial Intelligence Research on Politics of the European Union Member States: The Case Study of PortugalPublication . Reis, João; Santo, Paula; Melão, NunoCurrently, artificial intelligence (AI) is at the center of academic and public debate. However, its implications on politics remain little understood. To understand the impact of the AI phenomenon on politics of the European Union (EU), we have carried out qualitative multimethod research by performing a systematic literature review and a case study. The first method was performed according to the preferred reporting items for systematic reviews and meta-analyses (PRISMA), in order to report the state-of-the-art in the existing literature and explore the most relevant research areas. The second method contained contributions from experts in data science and AI of the Portuguese scientific community. The results showed that solutions such as intelligent decision support systems are improving the political decision-making process and impacting the Portuguese society at local, regional, and national levels. We also found that practitioners and scientists are currently shifting their interests from environmental and biological sciences to healthcare services, which is bringing new challenges in terms of protecting patient/citizen data and growing concerns about handling of critical information. Future research may focus on comparative studies with other EU States to obtain a comprehensive and holistic understanding of the AI phenomenon
- Multichannel service failure and recovery in a O2O era: A qualitative multi-method research in the banking services industryPublication . Reis, João; Amorim, Marlene; Melão, NunoThis article aims to investigate how service providers are employing their channels to support the handling of customer complaints in an online to offline era. It provides a timely contribution by characterizing multichannel recovery practices, discussing its implications for customers, and discovering new trends. The study employs a qualitative multi-method research, which includes not only more than one method of collecting data, but also more than one method of analyzing data. Data collection involved 50 records of customer complaints, 10 semi-structured interviews, direct observation and internal bank reports. The results suggest that multichannel customers are not willing to interact with a large number of channels to solve their problems leading to a high number of interactions. Customers expect a complex recovery not in terms of interactivity but in terms of depth. Recovery solutions, such as apologizing and monetary compensations are non-permanent solutions, are inefficient in the long term and imply financial losses. Despite the investment that is required, this investigation advocates for permanent solutions. To avoid service failures and complex recovery processes, it is possible that companies are improving their operations management in search of new strategies that are blurring the boundaries of O2O into a mix of offline and online channels (O2).