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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.
- 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.
- 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.
- Social networks in personnel selection: Profile features analyzed and issues faced by hiring professionalsPublication . Melão, Nuno; Reis, J.Employers are increasingly using Social Networking Sites (SNS) to support hiring decisions, and yet the knowledge of their practice patterns remains limited. This paper aims to (a) examine which and to what extent selectors analyze applicant’s profile features to support hiring decisions, and (b) explore the issues selectors perceive as being important while using SNS in personnel selection. It employs a two-phase methodology: a questionnaire-based survey, and a semi-structured interview study. Selectors report to examine more often job-related features, though they also admitted to analyze protected personal details and non-job related features. From the statistical analysis of the profile features being analyzed, three different patterns emerged, suggesting that selectors (a) exclude applicants during pre-selection and after a face-to-face interview, and (b) collect additional information about applicants to know them more deeply. Practitioners highlighted, among others, privacy, impression management, standardization, and possible bias issues. Conclusions and implications of these findings are discussed.
- The path to digital transformation: Overcoming prejudice in the digital era with service operationsPublication . Reis, J.; Melão, NunoInnovation in service science and the adoption of new information and communication technologies are transforming the business landscape. While senior customers are facing ever-greater challenges to adapt to new technologies, non-aligned customers may be taking defensive stances towards the adoption of new technologies. These sceptical positions may eventually weaken the firms' strategies towards the path to digital transformation. This paper uses a qualitative case study research to analyse a Portuguese network of firms who gathered around a common technology to deliver services to their customers. Although this business network appears to be gathering nation-wide enthusiasts and seem to be a success in delivering heterogeneous services through new technologies, some customers appear to contest. The results indicate that while senior customers are trying to adapt to new technologies or at least adopting an optimistic stance by showing some kind of curiosity, a niche of sideliner customers are not overcoming preconceived misconceptions, preventing them from taking a closer contact to new markets and services. By investing on the integration of sceptical customers and service operations standardisation, firms may avoid negative word-of-mouth, find new sources of revenue and expand their business, thereby increasing their competitiveness over their rivals.
- Using Social Networks in Personnel Selection: A Survey of Human Resource ProfessionalsPublication . Melão, Nuno; Reis, J.Although the analysis of social media to aid decision making in Human Resource (HR) selection is becoming commonplace, there is little empirical research on this phenomenon. This study reports on the use of Social Networking Sites (SNS) by HR professionals to assist applicant selection. It employs a survey methodology based on a cross-sectional questionnaire which was administered to a sample of 10 000 professionals in Portugal. The response rate was 10.5% and the results show that 41% of the respondents use SNS in employee selection. The most used SNS are LinkedIn (89%) and Facebook (58%), and the evaluation of applicant profiles usually takes place before the first interview. Around three quarters of participants indicate to assess applicants by forming a general impression of their adjustment to the organization. The most regularly inferred constructs from profiles are work experience, education and training, written communication skills, maturity and professionalism. Respondents infer more often the outcome person-organization adjustment. The conclusion is that for many Portuguese organizations SNS seem to be a useful complementary tool to the most conventional personnel selection techniques.
- Influence of artificial intelligence on public employment and its impact on politics: A systematic literature reviewPublication . Reis, J.; Espírito Santo, P.; Melão, NunoGoal:Public administration is constantly changing in response to new challenges, including the implementation of new technologies such as robotics and artificial intelligence (AI). This new dynamic has caught the attention of political leaders who are finding ways to restrain or regulate AI in public services, but also of scholars who are raising legitimate concerns about its impacts on public employment. In light of the above, the aim of this research is to analyze the influence of AI on public employment and the ways politics are reacting. Design / Methodology / Approach: We have performed a systematic literature review to disclose the state-of-the-art and to find new avenues for future research. Results: The results indicate that public services require four kinds of intelligence – mechanical, analytical, intuitive, and empathetic – albeit, with much less expression than in private services. Limitations of the investigation: This systematic review provides a snapshot of the influence of AI on public employment. Thus, our research does not cover the whole body of knowledge, but it presents a holistic understanding of the phenomenon. Practical implications: As private companies are typically more advanced in the implementation of AI technologies, the for-profit sector may provide significant contributions in the way states can leverage public services through the deployment of AI technologies. Originality / Value: This article highlights the need for states to create the necessary conditions to legislate and regulate key technological advances, which, in our opinion, has been done, but at a very slow pace.