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- Breaking Barriers with Qualitative Multi-method Research for Engineering Studies: Pros, Cons and IssuesPublication . Reis, João Carlos Gonçalves dos; Amorim, Marlene Paula Castro; Melão, Nuno Filipe RosaThe purpose of this article is to investigate how contemporary studies about engineering are breaking down boundaries of knowledge. This study uses a systematic literature review to show how the application of qualitative multi-method approaches may offer reliable results and provide greater emphasis to the dimensions of development, triangulation and complementarity. The article offers new insights on the role of qualitative researches for the engineering domain, an area which has been largely unaddressed in the literature.
- Omni-channel service operations: Building technology-based business networksPublication . Reis, João Carlos Gonçalves dos; Amorim, Marlene Paula Castro; Melão, Nuno Filipe RosaThis article investigates how omni-channel services operations are building technology-based business networks. It uses a case study research, which includes multiple sources of data collection for triangulation purposes, to study a real-life phenomenon. The results suggest that omni-channel companies are changing their landscape to business networks, looking for competitive advantages over their rivals. But this move incorporates new challenges, as it requires a transition based on operations management to allow these firms to adapt their processes and channels, in order to be able to collaborate in a heterogeneous network of firms. Another possible solution is the integration of innovation technologies that are enabling the combination of firm capabilities to underpin collaborative relationships. Previous research also suggests that service operations management in an omni-channel services context is largely unaddressed, as this discipline is essential for the edification of technology-based business networks. Thereby, this article provides real-life statements and examples of firms that are moving their service operations into a business network paradigm. Subsequently, since omni-channel services are multidisciplinary in nature, these exploratory results represent a fruitful opportunity for future research to involve other disciplines than service operations.
- Multichannel service failure and recovery in a O2O era: A qualitative multi-method research in the banking services industryPublication . 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 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, that 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).
- Digital Transformation: A Literature Review and Guidelines for Future ResearchPublication . 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 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.
- Industrial Engineering and Operations Management IPublication . 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, supply chain, lean manufacturing, operations management, quality and digital. Written by renowned scientists from around the world, this multidisciplinary volume serves as a reference on industrial engineering and operations management and as a source on current findings for researchers and students aiming to work on industrial-related problems.
- Impact of Artificial Intelligence Research on Politics of the European Union Member States: The Case Study of PortugalPublication . Reis, João; Santo, Paula; Melão, NunoCurrently, artificial intelligence (AI) is at the center of academic and public debate. However, its implications on politics remain little understood. To understand the impact of the AI phenomenon on politics of the European Union (EU), we have carried out qualitative multimethod research by performing a systematic literature review and a case study. The first method was performed according to the preferred reporting items for systematic reviews and meta-analyses (PRISMA), in order to report the state-of-the-art in the existing literature and explore the most relevant research areas. The second method contained contributions from experts in data science and AI of the Portuguese scientific community. The results showed that solutions such as intelligent decision support systems are improving the political decision-making process and impacting the Portuguese society at local, regional, and national levels. We also found that practitioners and scientists are currently shifting their interests from environmental and biological sciences to healthcare services, which is bringing new challenges in terms of protecting patient/citizen data and growing concerns about handling of critical information. Future research may focus on comparative studies with other EU States to obtain a comprehensive and holistic understanding of the AI phenomenon.
- Artificial Intelligence Research and Its Contributions to the European Union’s Political Governance: Comparative Study between Member StatesPublication . Reis, João; Santo, Paula; Melão, NunoIn the last six decades, many advances have been made in the field of artificial intelligence (AI). Bearing in mind that AI technologies are influencing societies and political systems di erently, it can be useful to understand what are the common issues between similar states in the European Union and how these political systems can collaborate with each other, seeking synergies, finding opportunities and saving costs. Therefore, we carried out an exploratory research among similar states of the European Union, in terms of scientific research in areas of AI technologies, namely: Portugal, Greece, Austria, Belgium and Sweden. A key finding of this research is that intelligent decision support systems (IDSS) are essential for the political decision-making process, since politics normally deals with complex and multifaceted decisions, which involve trade-o s between di erent stakeholders. As public health is becoming increasingly relevant in the field of the European Union, the IDSSs can provide relevant contributions, as it may allow sharing critical information and assist in the political decision-making process, especially in response to crisis situations.
- Service robots in the hospitality industry: The case of Henn-na hotel, JapanPublication . Reis, João Carlos Gonçalves dos; Melão, Nuno; Salvadorinho, Juliana; Soares, Bárbara; Rosete, AnaServices are changing at an impressive pace boosted by the technological advances felt in Robotics, Big Data, and Artificial Intelligence (AI) that have uncovered new research opportunities. Our objective is to contribute to the literature by exploring the pros and cons of the use of service robots in the hospitality industry and to practice, by presenting the architectural and technological characteristics of a fully automated plant based on a relevant case. To achieve such goal, this article uses a systematic literature review to assess the state-of-the-art, characterize the unit of analysis, and find new avenues for further research. The results indicate that, in high customer contact settings, service robots tend to outperform humans when performing standardized tasks, because of their mechanical and analytical nature. Evidence also shows that, in some cases, service robots have not yet achieved the desired technological maturity to proficiently replace humans. In other words, the technology is not quite there yet, but this does not contradict the fact that new robot technologies, enabled by AI, will be able to replace the employees’ empathetic intelligence. In practical terms, organizations are facing challenges where they have to decide whether service robots are capable of completely replacing human labor or if they should rather invest in balanced options, such as human-robot systems, that seem to be a much more rational choice today.
- High-Tech Defense Industries: Developing Autonomous Intelligent SystemsPublication . Reis, João Carlos Gonçalves dos; 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.
- Antena Dual-Band para UAVPublication . Oliveira, Ricardo Gomes de; Baptista, António de Campos Simões; Martins, Maria João MarquesA Força Aérea Portuguesa, através do Programa de Investigação e Tecnologia em Veículos Aéreos Não Tripulados (UAV), desenvolve tecnologia com o objetivo de melhorar as capacidades desta tipologia de veículos. Nesse contexto, surge a necessidade de otimizar o seu sistema de transmissão, atendendo aos requisitos propostos pela Força Aérea. Este artigo apresenta os princípios teóricos considerados no dimensionamento de uma antena microstrip de banda dupla. A operação em banda dupla com um patch retangular pode ser alcançada pela gravação de fendas no plano terra da antena (Defect Ground Structures) ou na superfície do patch metálico. Além disso, são apresentados os resultados da simulação obtidos. Estas foram realizadas para o substrato RT Duroid 5870. O objetivo final é dimensionar uma antena patch de banda dupla (1,33 GHz e 5 GHz) para a transmissão de um canal de vídeo. O melhor resultado de simulação foi obtido para a inserção de ranhuras num patch alimentado por inset-feed. O trabalho de simulação no desenvolvimento da antena foi feito usando o COMSOL Multiphysics.
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