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- Selecting talent using social networks: A mixed-methods studyPublication . Melão, Nuno; Reis, J.Previous studies on the use of Social Networking Sites (SNS) in personnel selection generally focus on examining this phenomenon in the selection process as a whole. However, personnel selection is a macro-process composed of several activities. This paper aims to investigate how human resource professionals use SNS in hiring decisions during the different stages of the selection process. The research uses an explanatory sequential mixed-methods approach. The first study consisted of a questionnaire-based survey of hiring professionals with the intent to describe various aspects of current practice (n ¼ 429). Survey data was analyzed using descriptive and inferential statistics. The second study comprised semi-structured interviews with hiring professionals to provide a more indepth, richer analysis (n ¼ 24). Interview data was analyzed via qualitative thematic analysis. Results uncovered two types of users. Single-stage users emphasized efficiency concerns, whereas multiple-stage users mentioned to access profiles on an as needed-basis. Participants reported that the patterns of use could be quite complex and dynamic, with selectors revisiting the profile of the same applicant several times for different purposes, or examining profiles of the same applicant in different SNS. The assessment of SNS information is typically nonsystematic, but some employers reported using scales, mainly in pre-selection. Evidence emerged of potential adverse effects during the selection process. Overall, this paper contributes to theory and practice by providing a better understanding of the use of SNS across the different stages of personnel selection. To our best knowledge, this is the first mixed-methods study of its kind.
- 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.
- The Role of Industry 4.0 and BPMN in the Arise of Condition-Based and Predictive Maintenance: A Case Study in the Automotive IndustryPublication . Fernandes, Jorge; Reis, João; Melão, Nuno; Teixeira, Leonor; Amorim, MarleneThis article addresses the evolution of Industry 4.0 (I4.0) in the automotive industry, exploring its contribution to a shift in the maintenance paradigm. To this end, we firstly present the concepts of predictive maintenance (PdM), condition-based maintenance (CBM), and their applications to increase awareness of why and how these concepts are revolutionizing the automotive industry. Then, we introduce the business process management (BPM) and business process model and notation (BPMN) methodologies, as well as their relationship with maintenance. Finally, we present the case study of the Renault Cacia, which is developing and implementing the concepts mentioned above.
- 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.
- Quality Management and Excellence in the third sector: examining European Quality in Social Services (EQUASS) in non-profit social servicesPublication . Melão, Nuno; Maria Guia, Sara; Amorim, MarleneThird sector organisations are increasingly pressured to implement Quality Management and Excellence programmes. However, there is a paucity of literature investigating the impacts of such programmes. This research discusses the benefits, pitfalls, and professional practice effects of the implementation of the European Quality in Social Services (EQUASS) certification in non-profits. It uses a qualitative multiple case study approach of four Social Services Organisations (SSO) that have adopted the Assurance and Excellence levels of EQUASS. The findings indicate evident enhancements in process quality, whereas service outcome improvements or economic benefits were unclear. Although some impacts are specific to EQUASS Assurance and Excellence, they are consistent in many ways with those of ISO 9001 and the European Foundation for Quality Management Excellence model, respectively. The practice of social workers became more systematic and user centric, while their workload and time management difficulties also increased. Overall, the EQUASS certification may generate benefits that offset costs, but some challenges remain if quality of service/life is to clearly improve in SSO.
- O perfil de saúde de crianças vigiadas em consultas de cuidados primários na cidade de Viseu, PortugalPublication . Amaral, Ângela; Melão, NunoA obesidade, a cárie dentária e as alterações na visão e no sono das crianças tornaram‐se problemas de saúde pública de considerável importância. Neste sentido, foi realizado um estudo, baseado num questionário e observações, em 72 crianças vigiadas nos cuidados de saúde primários, com o objetivo de definir a prevalência de obesidade, alterações da visão, cárie dentária, alterações do sono e hábitos de vida diários. Os resultados destacam a importância de medidas preventivas, que promovam a educação para a saúde e de hábitos de vida saudáveis junto dos profissionais de saúde, crianças e seus pais.
- 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).
- Service failure and recovery in technology-based business networksPublication . Reis, João; Amorim, Marlene; Melão, NunoPurpose – This paper aims to investigate how service providers are using their channels to support the handling of customer complaints in a technology-based business network (Tb2N) environment. It aims to discuss the implications from existing misalignments between the service delivery debilities and the complexity of the Tb2N recovery process. Design/methodology/approach – This study used an exploratory case study research conducted in a Portuguese private bank. Data collection involved multiple sources for corroboration purposes, such as reports from customer complaints, semi-structured interviews, direct observation and official documents. Data were analysed to identify paths and relationships between constructs, to reduce data, to enable interpretation and to achieve valid and reliable results. Findings – The case analysis revealed four types of Tb2N debilities: weaknesses in what concerns the channel migration to new technologies, automated physical and virtual barriers in accessing the firms’ common channel, non-automated barriers concerning the cross-training of employees and, finally, barriers concerning the service operations management. Originality/value – To the best of the authors’ knowledge, this is the first attempt to characterize the service failure and recovery in a Tb2N context. Complaint management is an essential tool for managers, as failures in service delivery are inevitable and the recovery of such encounters encompasses significant challenges. For academics, this is the first effort to discuss a growing topic in the operations management literature. Further investigation is needed, and with this contribution, the authors expect to stimulate other researchers to provide their contribution.
- 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.
- 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.