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The path to digital transformation: Overcoming prejudice in the digital era with service operations

dc.contributor.authorReis, J.
dc.contributor.authorMelão, Nuno
dc.date.accessioned2023-07-26T08:55:18Z
dc.date.available2023-07-26T08:55:18Z
dc.date.issued2021
dc.date.updated2023-07-19T10:40:52Z
dc.description.abstractInnovation 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.pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.doi10.1504/IJSOM.2021.115188pt_PT
dc.identifier.eid2-s2.0-85106703556
dc.identifier.issn17442389 17442370
dc.identifier.slugcv-prod-2626921
dc.identifier.urihttp://hdl.handle.net/10400.19/7886
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.subjectdigital transformationpt_PT
dc.subjectdigital erapt_PT
dc.subjectprejudicept_PT
dc.subjectservice operationspt_PT
dc.titleThe path to digital transformation: Overcoming prejudice in the digital era with service operationspt_PT
dc.typejournal article
dspace.entity.typePublication
oaire.citation.endPage97pt_PT
oaire.citation.issue1pt_PT
oaire.citation.startPage81pt_PT
oaire.citation.titleInternational Journal of Services and Operations Managementpt_PT
oaire.citation.volume39pt_PT
person.familyNameMelão
person.givenNameNuno
person.identifierSHZuXpwAAAAJ
person.identifier.ciencia-id2F1D-7C4C-9AEE
person.identifier.orcid0000-0002-1359-3437
person.identifier.scopus-author-id6507014196
rcaap.cv.cienciaid2F1D-7C4C-9AEE | Nuno Melão
rcaap.rightsclosedAccesspt_PT
rcaap.typearticlept_PT
relation.isAuthorOfPublication63da8a26-2105-44d8-8c70-13da4b9fe23f
relation.isAuthorOfPublication.latestForDiscovery63da8a26-2105-44d8-8c70-13da4b9fe23f

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