CISeD - Capítulo em obra internacional, como autor
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- An Importance-Performance Matrix Analysis of the Factors Influencing US Tourists to Use AirbnbPublication . Palmer, Alicia; Amaro, Suzanne; Andreu, LuisaAfter 10 years of Airbnb and its significant growth, this research is conducted to identify which factors really matter to Airbnb users today. It provides an integrated approach, since it aggregates factors that other studies have considered separately. With a sample of 101 US respondents, the partial least squares structural equation modelling results evidence that the only factors that influence future intentions to use Airbnb are its unique and varied accommodations and satisfaction. Enjoyment was also found to have a positive effect on Satisfaction. The study further investigates these factors with an Importance Performance map, providing guidance for the prioritization of managerial activities of high importance for futures intentions to use Airbnb.
- Aplicação do Lean Seis Sigma no Setor do Turismo: Um estudo de caso na Indústria Hoteleira PortuguesaPublication . ANTUNES VAZ, PAULO JOAQUIM; Rocha, Sílvia; Reis, Marco S.; Silva, Cristóvão; Vaz, MariaNum ambiente cada vez mais competitivo, fatores como a eficiência, a qualidade de produtos, processos e serviços, assim como a satisfação de clientes, são, cada vez mais determinantes para o sucesso de qualquer organização. Para atingir estas vantagens competitivas, iniciativas de Qualidade como o Lean e o Seis Sigma têm revelado ser importantes estratégias de negócio em muitas indústrias em todo o mundo. No entanto, apesar da sua aplicabilidade ser praticamente transversal a todos os setores da economia, estas metodologias ainda não despertaram, tanto quanto se sabe, um interesse generalizado no setor do Turismo em Portugal. No sentido de colmatar esta lacuna, este trabalho procura avaliar a oportunidade de implementar estas metodologias de qualidade no setor do Turismo, mais concretamente na Hotelaria Portuguesa. Foi feito um levantamento das práticas correntes de implementação de sistemas de qualidade na Hotelaria Portuguesa. Adicionalmente, foi ainda implementada a iniciativa Lean Seis Sigma a um estabelecimento Hoteleiro Nacional, recorrendo à metodologia do Seis Sigma para a resolução de problemas – DMAIC (Define, Measure, Analyse, Improve e Control), tendo sido realizadas as primeiras três etapas e elencadas propostas de melhorias a implementar na fase seguinte. Este trabalho permite analisar a pertinência da implementação do Lean Seis Sigma na Hotelaria Portuguesa, bem como avançar com a sua aplicação a um caso prático.
- 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.
- COVID-19 Surprise Effect and Government Response Measures on the Influence on Asset Pricing Risk among European Travel and Airline SectorsPublication . Reis, Pedro; Pinho, CarlosPurpose: This work provides an empirical analysis of investor behaviour's simultaneous influence due to the surprise effect caused by COVID-19 cases and government responses to market risk. This analysis compares tourism assets risk with other sectors and different types of investors' assets and categories in Europe. Design: The paper applies an ARIMA with a GARCH model to predict conditional volatility of models for market uncertainty. Nonlinear models, factor analysis and time series linear regression for stationary variables in first differences are applied to predict market uncertainty. Findings: We demonstrate that market risk does not arise from COVID-19 cases but instead from the surprise effect, as the market accurately predicts future cases. Only the volatility of the sectors Travel, Airline, and Utility are influenced by both surprise effect and government response, but only the travel sector reveals an interaction effect with both government response effort and surprise effect. Originality: The article mutually studies the simultaneous interactions among investor behaviour due to the surprised effect caused by COVID-19 and government responses to the pandemic and the influence on professional investors' volatility in two asset types and between different sectors. Practical implications: With this model and results, investors and financial service providers may verify whether or not government intervention during pandemic periods is effective in reducing uncertainty and risk levels on sectors, types of investors and different sorts of assets.
- Destination Brand LovePublication . Amaro, SuzanneDestination brand love can be defined as the strong feelings of love a person has toward a destination, creating a unique and emotional connection. The concept derives from the Marketing literature, where brand love has been largely investigated, applied to products and services.
- Education Crisis—Digital Solutions After Covid-19Publication . Soeiro De Carvalho, Ana Branca; Menezes, Nídia; Fonseca, Susana; Mota, MiguelPandemic effects can generate demotivation and dissatisfaction, or even discomfort, since it is an activity and structure built based on relationships, largely in face-to-face relationships, which make the pedagogical act a moment of interaction and sharing. We are particularly interested in the digital transformation pushed forward by the COVID-19 pandemic concerning higher education students. During a state of emergency, teleworking is mandatory as the work function and classes are compatible with eLearning and homework. Digital Technology looks closely at one significant facet of our rapidly evolving digital lives: how technology radically changes our lives as teachers and students. The coronavirus pandemic (COVID-19) has paralyzed life around the world, reporting restrictive measures (that include avoidance of social interactions and the prohibition of circulation between national and international territories) that were considered non-essential activities like factories, services, and including all the educational institutions. Even Erasmus and International programs were canceled. This research project focuses on the needs and strategies, including the scaling up of investments in Information and communication technologies (ICT) education and training, and efficient management of the well-being of students and teachers. The study was carried out in a higher education institution located in the northern region of Portugal, with approximately 800 students. The methodology used was a documentary, through indicators of student satisfaction and success. Comparisons were made, for both students and teachers, with the homologous situation for the year 2018/2019, 2019/2020, 2020/2021, previous Covid-19, and after this pandemic situation.
- Enhancing Third-Party Logistics Efficiency: A Digital Approach to Transport CostingPublication . Pereira, M. Teresa; Gabriel, Nuno Miguel; Pereira, Marisa G.; Ramos, Filipe R.; Guimarães, AndréOver time, organizations and their supply chains have adapted to constant global change by increasingly adopting digital technologies for optimization, operational efficiency, and competitive advantage. These technologies, which are part of digital transformation, automate manual and repetitive processes, optimize operations and reduce human error. In this project, a decision support model was developed using Python to optimize the current manual costing processes involving 62 Excel spreadsheets and related calculations to achieve efficiency in the transportation processes of Company X, a third party logistics provider. The model was evaluated for accuracy, monetary savings, and time efficiency compared to the manual process. The Design Science Research Methodology (DSRM) was chosen to structure this work. The project produced positive results, with three scenarios (pessimistic, realistic and optimistic) showing annual monetary savings of over €6,000 and time efficiency of over 86%. Despite minor limitations, the project successfully applied digital transformation to transport optimization and demonstrated significant time and monetary benefits to the organization.
- Evolving the Security Paradigm for Industrial IoT EnvironmentsPublication . Rosa, Luis; Freitas, Miguel Borges de; Henriques, João; Quitério, Pedro; Caldeira, Filipe; Cruz, Tiago; Simões, PauloIn recent years, IACS (Industrial Automation and Control Systems) have become more complex, due to the increasing number of interconnected devices. This IoT (internet of things)-centric IACS paradigm, which is at the core of the Industry 4.0 concept, expands the infrastructure boundaries beyond the aggregated-plant, mono-operator vision, being dispersed over a large geographic area. From a cybersecurity-centric perspective, the distributed nature of modern IACS makes it difficult not only to understand the nature of incidents but also to assess their progression and threat profile. Defending against those threats is becoming increasingly difficult, requiring orchestrated and collaborative distributed detection, evaluation, and reaction capabilities beyond the scope of a single entity. This chapter presents the Intrusion and Anomaly Detection System platform architecture that was designed and developed within the scope of the ATENA H2020 project, to address the specific needs of distributed IACS while providing (near) real-time cybersecurity awareness.
- Exploring Pilgrim’s Satisfaction and Emotions Derived from the Camino de Santiago Pilgrimage RoutePublication . Amaro, Suzanne; Sousa, Bruno; Gomes, TâniaPilgrimage tourism, of which the Camino de Santiago is a notable example, has a significant social and economic impact and is therefore included in tourism planning activities. Given the economic and social importance of pilgrimage routes, it is important to examine pilgrim’s satisfaction and emotions during their journey. Therefore, the main aim of this study is to examine pilgrims of the Camino de Santiago satisfaction and emotions. Based on a sample of 124 pilgrims of the Camino de Santiago, the results show that they are satisfied with the Camino, with the strongest emotions being happiness, joy and peace. These findings are important to support the management of pilgrimage routes.
- Optimization of Metal Sheet Cutting Processes Using Integer Linear Programming: Reducing Waste and Enhancing Production EfficiencyPublication . Pereira, Marisa G.; Pereira, M. Teresa; Fernandes, Miguel A.; Silva, Francisco G.; Guimarães, André; Ferreira, Fernanda A.This paper presents an optimization approach for metal sheet cutting processes using Integer Linear Programming (ILP). It addresses the critical challenges of material waste and inefficiencies inherent in traditional manual cutting methods. The primary objective was to develop and implement an ILP-based model to automate and optimize cutting plans, thereby minimizing material waste and enhancing production efficiency. The proposed model extends existing optimization frameworks by incorporating constraints and decision variables tailored to the Two-Dimensional Strip Packing Problem (2D-SPP). Implemented in Python with libraries such as PuLP for mathematical modeling and Matplotlib for result visualization, the model was validated using real-world datasets. Results demonstrated substantial improvements, achieving material utilization rates of up to 87.94%. These findings underscore the effectiveness of ILP in addressing complex industrial challenges, offering a systematic approach to waste reduction and workflow optimization. The paper concludes by evaluating the model’s practical implications and its potential scalability for broader industrial applications.