AM - DC - DCM - Departamento de Ciências Militares
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- Omni-channel Services Failure and Recovery: A Case Study ResearchPublication . Reis, João Carlos Gonçalves dos; Amorim, Marlene Paula Castro; Melão, Nuno Filipe RosaThis study investigates the way service providers are employing their channels to support the handling of customer complaints, using a qualitative case study research approach in a Portuguese private bank. It characterizes the omni-channel recovery practices and discusses its implications for customer satisfaction. The results suggest that the degree of customers ́(dis)satisfaction is not directly linked to the nature nor the severity of the existing failure, but rather with the service recovery process. This area represents a key research opportunity regarding the customer complaint in the contemporary service industry.
- The Portuguese Special Operations Forces as Instrument of Foreign Policy: The Case Study of AfghanistanPublication . Reis, João Carlos Gonçalves dos; Menezes, Elisabete Sofia Nabais de Oliveira de Freitas eThe aim of this paper is to provide an exploratory overview of the Por- tuguese special operations forces as instrument of foreign policy. In doing so, we disclose new dynamics that Portugal employing in fragile states and we discuss its implications for the North Atlantic Treaty Organization. The research methodolog- ical approach falls into a qualitative case study research, which includes more than one method of data collection for triangulation and corroboration purposes. We have found that Portugal is trying to intensify its international relations within the EU, UN and the NATO, while the Portuguese special operations forces have been playing an important role to strengthen its presence within these international institutions. The new dynamics that Portugal is seeking are based on the democratic values, the rule of law and the human rights, to dissociate itself from the colonial legacy and thereby find new avenues of influence. Further research should focus on the new strategic priorities for the Afghan Government and NATO, as these priorities are changed at a relatively fast pace.