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- 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.
- ERP in the Education Sector: Evidence from Portuguese Non-higher Education InstitutionsPublication . Melão, Nuno; Loureiro, JoaquimAlthough there is a considerable body of literature on Enterprise Resource Planning (ERP) systems, the education sector has received little attention. This paper responds to calls for sector-specific research by investigating the adoption, implementation difficulties and post-implementation benefits of ERP systems in non-higher education institutions. To this end, it uses a multiple case study approach of three Portuguese small and medium-sized schools and develops a model based on the Technology-Organization-Environment (TOE) framework. The findings show that the TOE framework provides a useful explanation of ERP adoption, while many implementation difficulties and benefits are generally consistent with extant literature. Some unique, sector-specific insights also emerged. The findings are discussed, and avenues for further research are suggested.
- 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.
- ServitizationPublication . Melão, NunoServitization is a transformation process in which a manufacturer changes from selling products to selling integrated packages of products and services that are tailored to the specific needs of customers. This concept is particularly important in the context of the service economy, as services play an increasing role in providing value to customers. That is, manufacturers can be more competitive and sustainable by adding a service component to their products, while customers can have their satisfaction levels increased. This entry reviews the concept of servitization, examines its benefits, discusses its implementation challenges, and ends with a presentation of two classic application examples.
- 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.
- Exploring the impacts of ISO 9001 on small- and medium-sized social service institutions: a multiple case studyPublication . Melão, Nuno; Guia, SaraAlthough there is an extensive body of literature about the implementation of the ISO 9001 standard, the study of its impacts on non-mainstream areas such as social services has received little interest. The purpose of this research is to explore the benefits, pitfalls and professional practice impacts of ISO 9001 on social services. A multiple case study of three small and medium-sized institutions certified on multiple services was conducted. The results show that (1) social services saw improvements in processes, employee motivation, internal communication and job design rather than service outcome improvements; (2) some impacts are specific to social services; and (3) the administrative workload of social workers increased, but they were better able to structure and tailor their work to the specific needs of users. This paper contributes to the understanding of implementing ISO 9001 in social service institutions. The implications and limitations are discussed together with suggestions for further research.