29 documents found, page 1 of 3
Digitalization: A Literature Review and Research Agenda
Reis, João Carlos Gonçalves dos; Amorim, Marlene Paula Castro; Melão, Nuno Filipe Rosa; Cohen, Yuval; Rodrigues, MárioGiven the noticeable and quick progress of digitalization it is well accepted that digital practices are changing business landscapes. However, while this concept is being labelled in the literature it is also often used indistinctively. To avoid misconceptions, we propose to clarify the concept by providing an overview of the existing theory. This research is one of the first attempts to define the “digitaliza...
Artificial Intelligence in Government Services: A Systematic Literature Review
Reis, João Carlos Gonçalves dos; Santo, Paula Maria Ferreira do Espírito; Melão, Nuno Filipe RosaThe aim of this paper is to provide an overview on how artificial intelligence is shaping the digital era, in policy making and governmental terms. In doing so, it discloses new opportunities and discusses its implications to be considered by policy-makers. The research uses a systematic literature review, which includes more than one technique of data analysis in order to generate comprehensiveness and rich kn...
Industrial Engineering and Operations Management II
Reis, João Carlos Gonçalves dos; Pinelas, Sandra; Melão, Nuno Filipe RosaBased on the 2018 International Joint Conference on Industrial Engineering and Operations Management (IJCIEOM) conference that took place in Lisbon, Portugal, this proceedings volume is the first of two focusing on mathematical applications in digital transformation. The different contributions in this volume explore topics such as health care, social technologies, mathematical programming applications, public ...
Impacts of Artificial Intelligence on Public Administration: A Systematic Liter...
Reis, João Carlos Gonçalves dos; Santo, Paula Maria Ferreira do Espírito; Melão, Nuno Filipe RosaThe advent of machines power-driven by Artificial Intelligence (AI) have strongly influenced the world in the 21st 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 purpo...
Industrial Engineering and Operations Management I
Reis, João Carlos Gonçalves dos; Pinelas, Sandra; Melão, Nuno Filipe RosaBased on the 2018 International Joint Conference on Industrial Engineering and Operations Management (IJCIEOM) conference that took place in Lisbon, Portugal, this proceedings volume is the first of two focusing on mathematical applications in digital transformation. The different contributions in this volume explore topics such as modelling, simulation, logistics, innovation, sustainability, health care, suppl...
Multichannel service failure and recovery in a O2O era: A qualitative multi-met...
Reis, João Carlos Gonçalves dos; Amorim, Marlene Paula Castro; Melão, Nuno Filipe RosaThis 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 metho...
Digital Transformation: A Literature Review and Guidelines for Future Research
Reis, João Carlos Gonçalves dos; Amorim, Marlene Paula Castro; Melão, Nuno Filipe Rosa; Matos, Patrícia Sofia LopesThe 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 ad...
Omni-channel Service Architectures in a Technology-based Business Network: An E...
Reis, João Carlos Gonçalves dos; Amorim, Marlene Paula Castro; Melão, Nuno Filipe RosaThis 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 networkpreferred 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 include...
Guidelines for Qualitative Case Research in Operations Management: A Banking Se...
Reis, João Carlos Gonçalves dos; Amorim, Marlene Paula Castro; Melão, Nuno Filipe RosaThis paper provides useful recommendations that may help researchers to effectively conduct their case studies in the banking service industry. This paper uses a qualitative multi-method research strategy, which combines different qualitative research methods. It contains two main sections, a systematic literature review and the authors’ experience in the banking industry over the course of eight years of in-de...
Service failure and recovery in technology-based business networks
Reis, João Carlos Gonçalves dos; Amorim, Marlene Paula Castro; Melão, Nuno Filipe RosaAbstract Purpose – 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 explorato...