CISeD - Capítulo em obra internacional, como autor
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- Student Satisfaction in Polytechnic Higher Education: Assessment Model Based on the ECSI IndexPublication . Antunes, Joaquim; Costa, Adriano; Almeida, ClarindaThe assessment of student satisfaction is an integral part of the concerns of those responsible for Higher Education Institutions. Therefore, the main objective of this study is to identify the determinants of students' satisfaction in Polytechnic Higher Education. The study was based on ECSI (European Customer Satisfac-tion Index). The methodology was based on the application of a survey with a sample of 361 Polytechnic students, in order to understand which attributes stu-dents most value in a higher education institution. The results show that the at-tributes that most contribute to the students' satisfaction are, in order of im-portance, the expectations, the quality and perceived values and the image, all pre-senting statistically significant values. In turn, satisfaction is the variable that most influences loyalty, which is also influenced by image and complaint resolution. The levels of global satisfaction towards the Higher Education Institutions ana-lysed are significantly lower than the levels of other sectors, also studied in Por-tugal through this same methodology.
- 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.
- 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.
- Relationship Marketing, The Way to Customer Satisfaction and LoyaltyPublication . Costa, Adriano; Antunes, JoaquimIn a highly competitive and at the same time very volatile market, it is essential for brands not only to be able to win more customers, but to keep current and profitable ones. Thus, it is imperative to develop positive relationships with customers and that they are long-term. This investigation aims to identify the factors that precede satisfaction and how it influences brand loyalty in the Portuguese market for personal hygiene products. The methodology used was based on a literature review on relationship marketing, brands, satisfaction and loyalty. Subsequently, an online survey distributed through social networks was applied. There were 608 valid responses. The results show that there are three factors that precede satisfaction and that influence it in a positive way. It was also found that there is a very strong and positive relationship between satisfaction and loyalty. Finally, the main conclusions of the work, limitations of the study and guidelines for future research are presented.
- 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.
- The Confraternities—A Secular Heritage of DifferentiationPublication . Soeiro De Carvalho, Ana Branca; Almeida, RicardoThe aim of this study was to demonstrate the importance of confraternities, whether Bac-chic, gastronomic, or cultural, as a true receptacle of an immeasurable intangible heritage, so important for present and future generations, especially in the Douro region. To carry out this exploratory study, a bibliographic research was carried out, through consultations on web pages, articles in newspapers, reports and master's and doctoral theses, and published books. Secondary analysis was carried out based on data obtained at the congress of CEUCO – European Council of Enogastronomic Confraternities, in 2019, with some refer-ences and socio-demographic data, considering the different experiences of the different confraternities. In conclusion, we can say that this movement of the Confraternities has proved to be important both for the circular economy and for the preservation of endoge-nous products and, above all, for the maintenance of the intangible heritage and local de-velopment
- The use of information and communication technologies in religious tourismPublication . Amaro, Suzanne; Barroco, Cristina; Fonseca, PaulaThis chapter provides an overview of the use of information and communication technologies (ICTs) in the religious tourism industry, evidencing how useful they can be in this specific tourism context, as they are in the tourism industry in general. Deconstructing whether religious tourism is conducted for purely religious motives or not is not the aim of this chapter. Instead, for the purposes of this chapter, religious tourism is a type of tourism that includes a religious site as a destination or a pilgrimage to a religious site or religious event, regardless of the traveler's motivation. The chapter highlights several uses of ICTs in religious tourism contexts and how religious sites, events and pilgrimages can be more effectively managed. Finally, ICTs can contribute to advancing religious tourism research. Indeed, tools such as tracking devices can help researchers and managers gain more comprehensive knowledge of religious tourists’ behaviors regarding, for example, entry/exit times, length of stay and hotspots for crowd gathering.
- 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.
- 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.