ESTGV - DG - Artigo em ata de evento científico internacional
Permanent URI for this collection
Browse
Recent Submissions
- The servperf model as a quality evaluation tool in hotel unitsPublication . Costa, Adriano; Fernandes, Gonçalo; Antunes, JoaquimThe objective of this study is to demonstrate through the use of the Servperf model which variables are most valued by guests in accommodation units in Portugal. This study is based on the Servperf model, which measures the quality of services from the point of view of the guest (customer), identifying each of the 5 dimensions (tangibility, reliability, responsiveness, assurance and empathy), which globally qualify the service of the accommodation unit, identifying processes that can be improved in order to increase overall guest satisfaction. This Servperf model, developed by the authors Cronin and Taylor (1992), seeks to evaluate the quality of services, pointing out alternatives for improvement to the limitations they believe exist in the Servqual model of Parasuraman et al. (1988).
- Perception of the image of thermal spas in PortugalPublication . Teixeira, Francisca; Fassarela, Ana; Sousa, Alda; Costa, João Pedro; Antunes, JoaquimThe image of destinations is of great importance in the process of developing tourism for a location, acting not only as a way of differentiating itself from its potential competitors, but, mainly, as an attempt to provide economic support for the sustainable development of the destination (Chagas, 2009). The spa sector in Portugal assumes a growing importance in regions with low population density, where most of the resorts are located, as it is sometimes the main employer in the region (Hofer, et al. 2012; Costa & Antunes, 2022). Thus, the main objective of this study is to evaluate the determinants of the image of a thermal destination in Portugal, in order to improve or (re)position the image of the destination efficiently.
- Health and well-being tourism: analysis of motivational factors through spa experiencesPublication . Ferreira, Jéssica; Carvalho, Cláudia; Antunes, Joaquim; Costa, João; Fonseca, Inês; Fonseca, CátiaThe increase concern about health and disease prevention and the average life expectancy increase, in developed countries, are factors that have played an important role in changing the tourist demand for health and wellness destinations segments of great importance, with a significant impact on the economy and employment in the regions (Ministry of Economy, 2021). Thus, the objective of this work is to study the motivations of tourists who seek thermal spaces, so that the managers of thermal organizations are able to respond to the new demands of the market. Based on the knowledge of the different motivations, spa organizations will be able to adjust their offer to the demand needs.
- The image of Portugal as a destination for equestrian TourismPublication . Barros, Beatriz; Barroco, Cristina; Antunes, JoaquimThe purpose of this work is mainly based on knowing equestrian tourism as a tourism product and as a form of tourism in Portugal, this way, allowing the topic of the image that Portugal holds, as an equestrian tourism destination, to develop. With this in mind, it is intended to answer the following questions: 1) Who is the tourist who practices equestrian tourism in Portugal? 2) What is the image that Portugal holds as an equestrian tourism destination? 3) What are the motivations behind tourists who practice this sport in Portugal?
- Towards Digital Transformation: A Case Study to Identify and Mitigate COVID-19 in the Retail IndustryPublication . Lopes, Marisa; Reis, João; Melão, Nuno; Costa, JoanaThe purpose of this research is to demonstrate how retailers have used the digital transformation to mitigate the negative effects of COVID-19. As this research aims to understand a real-life phenomenon for which there is very limited knowledge, we created the opportunity to empirically explore the digital transformation in the retail industry during COVID-19 pandemic. In general terms, the research follows a qualitative, descriptive, and exploratory case study design. The results have shown that retailers should focus on technological innovations, adapt their business models, manage their distribution channels, and strengthen their customer-centric strategy. Moreover, it is necessary to emphasize that while smart retail is gradually standing out in the sector, there are also some factors that have not been overcome, such as lack of digital culture, training, and digital leadership. Despite these identified difficulties, the adoption of a digital strategy will allow a differentiating, safe and secure shopping experience, which today is one of the decisive factors for the survival of companies. The COVID-19 pandemic had social and economic effects in all industries – retail was no exception. In turn, the digital technologies already used by companies began to contribute to retailers being able to respond more quickly to customer needs, having been fundamental in fighting the COVID-19 pandemic. To the best of the authors’ knowledge, this research is one of the first to explore this topic, bringing new contributions to theory and managerial practice.
- 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.
- Omni-Channel Service Architectures in a Technology-Based Business Network: An Empirical InsightPublication . Reis, João; Amorim, Marlene; Melão, NunoThis article investigates the existing omni-channel service architectures in the front-office of technology-based business networks. It discusses the implications from the existing alignment between the network-preferred channel with other channels and clients. The methodological approach is qualitative, exploratory in nature, and employs case study research in a large private retail bank in Portugal. It includes multiple sources of data collection for corroboration purposes, including semi-structured interviews, direct observation and institutional documents. Although we have identified four types of omni-channel architectures in a business network context, the case analysis revealed that only two of them meet all the requirements, namely: the mixed services and pure virtual services. For academics this is the first attempt to discuss a growing topic in the operations management literature. Thus, this study may also help practitioners to understand the challenges they may have to deal with an omni-channel strategy in a business network context.
- 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.
- Impacts of artificial intelligence on public administration: A systematic literature reviewPublication . Reis, J.; Santo, P.E.; Melão, NunoThe advent of machines power-driven by Artificial Intelligence (AI) have strongly influenced the world in the 21 st century. The future of AI is promising and is offering a wide range of opportunities for scholars and academics. Although the theme has received a considerable attention over the last years, much has been speculated and little is known about its impacts on the Public Administration. Thus, the purpose of this article is to make the result of those impacts less ambiguous. To this end, we have conducted a systematic review to provide a comprehensive analysis on the latest impacts of AI on the Public Administration. Our intent is to narrow the field of study, while AI is being continuously strengthened with new empirical evidences.
- Artificial Intelligence Theory in Service ManagementPublication . Reis, J.; Santo, P.E.; 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.