ISLA - Artigo em Revista internacional
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- 4.0 Leadership Skills in Hospitality SectorPublication . Santos, Vasco; Pinto Dos Reis, Isabel; Sampaio, Marta CorreiaThis paper intends to analyses leadership skills in the hospitality sector in the era of 4.0 industry. The purpose is to explore the role of multi‐level forms of leadership and the profiles identified by the hospitality professionals. This is a quantitative study based on an online survey applied to two hotels, and the following research question have guided the present study: What are the 4.0 Leadership Skills in the hospitality sector? To answer the research question, the main technique to collect data was a questionnaire allowing to investigate the main issues related to 4.0 leadership skills. The results of the research are the identification of the leadership skills profiles, being this research significant for managers and leaders when developing organizational interactions from a multi‐level efficacy perspective. The conceptual contribution of the paper is a fresh macro‐analytical perspective concerning 4.0 leadership skills in the hospitality sector.
- 4.0 Leadership Skills in Hospitality SectorPublication . Sousa, Maria José; Santos, Vasco; Sacavém, António; Pinto Dos Reis, Isabel; Sampaio, Marta CorreiaThis paper intends to analyses leadership skills in the hospitality sector in the era of 4.0 industry. The purpose is to explore the role of multi‐level forms of leadership and the profiles identified by the hospitality professionals. This is a quantitative study based on an online survey applied to two hotels, and the following research question have guided the present study: What are the 4.0 Leadership Skills in the hospitality sector? To answer the research question, the main technique to collect data was a questionnaire allowing to investigate the main issues related to 4.0 leadership skills. The results of the research are the identification of the leadership skills profiles, being this research significant for managers and leaders when developing organizational interactions from a multi‐level efficacy perspective. The conceptual contribution of the paper is a fresh macro‐analytical perspective concerning 4.0 leadership skills in the hospitality sector.
- 4.0 Leadership Skills in Hospitality SectorPublication . Santos, Vasco; Pinto dos Reis, IsabelThis paper intends to analyses leadership skills in the hospitality sector in the era of 4.0 industry. The purpose is to explore the role of multi‐level forms of leadership and the profiles identified by the hospitality professionals. This is a quantitative study based on an online survey applied to two hotels, and the following research question have guided the present study: What are the 4.0 Leadership Skills in the hospitality sector? To answer the research question, the main technique to collect data was a questionnaire allowing to investigate the main issues related to 4.0 leadership skills. The results of the research are the identification of the leadership skills profiles, being this research significant for managers and leaders when developing organizational interactions from a multi‐level efficacy perspective. The conceptual contribution of the paper is a fresh macro‐analytical perspective concerning 4.0 leadership skills in the hospitality sector.
- 4.0 Leadership Skills in Hospitality SectorPublication . Pinto dos Reis, Isabel; Santos, VascoThis paper intends to analyses leadership skills in the hospitality sector in the era of 4.0 industry. The purpose is to explore the role of multi‐level forms of leadership and the profiles identified by the hospitality professionals. This is a quantitative study based on an online survey applied to two hotels, and the following research question have guided the present study: What are the 4.0 Leadership Skills in the hospitality sector? To answer the research question, the main technique to collect data was a questionnaire allowing to investigate the main issues related to 4.0 leadership skills. The results of the research are the identification of the leadership skills profiles, being this research significant for managers and leaders when developing organizational interactions from a multi‐level efficacy perspective. The conceptual contribution of the paper is a fresh macro‐analytical perspective concerning 4.0 leadership skills in the hospitality sector.
- ABORDAGEM PARA A PREVISÃO DE ABANDONO NUM GINÁSIOPublication . Sobreiro, Pedro; Santos, AbelEste estudo pretende apresentar um modelo para prever o abandono dos clientes num ginásio, baseado em dados existentes no software de gestão Health Center. As variáveis selecionadas, identificadas de acordo com a sua relevância em estudos realizados e disponibilidade de dados, foram: idade, género, tempo de inscrição, média de visitas mensais, faturação realizada ao cliente, número de aulas frequentadas e distância a percorrer para chegar ao clube. O número de clientes utilizados para a previsão de abandono foram de 810, através da utilização de um algoritmo de Machine Learning Two-class logistic regression para a classificação. A aproximação realizada permitiu prever com uma exatidão de 83% se o cliente abandonava ou ficava no ginásio. Os resultados obtidos sugerem que pode ser vantajoso a utilização da aproximação realizada para prever o abandono e explorar medidas adicionais para contrariar o abandono de clientes em risco.
- Academic Tourism and Transport Services: Student Perceptions from a Social Responsibility PerspectivePublication . Santos, VascoFirms aim at achieving their economic interests without neglecting the needs of local and regional communities and the environment itself. The process involves defining and implementing Social Responsibility strategies that leverage organizational competitiveness and sustainability. In this context, the current study purposes to demonstrate how Corporate Social Responsibility (CSR) and a sustainable orientation influence the satisfaction and loyalty of academic tourists to the Metro of Porto (in Portugal). More specifically, our study aims to assess the satisfaction of academic tourists with the Metro of Porto and, additionally, to analyze the variables that determine the satisfaction and loyalty of these tourists to this specific transport company, which has never been achieved before. Our proposed research model seeks to determine how CSR and a sustainable orientation influence academic tourists’ loyalty to the Metro of Porto transport services as well as their link to Service Quality, Perceived Value, Corporate Image and Tourist Satisfaction. From a sample of 256 academic tourists, customers of the Metro of Porto, a quantitative analysis was carried out using the structural equation model (SEM-PLS). The results obtained allow us to conclude that CSR and Service Quality have an impact on academic tourists’ satisfaction and loyalty to the Metro of Porto. The development of a region is intrinsically linked to transport networks that promote the integration and growth of productive systems. Our results demonstrate the relationship between regional development and business sustainability strategies that integrate Social Responsibility practices. We show the importance that Social Responsibility policies have for companies as a precursor to customer satisfaction and loyalty to a company. Hence, as a guarantee of obtaining economic results, firms must simultaneously contribute to the sustainable development of territories.
- Academic Tourism and Transport Services: Student Perceptions from a Social Responsibility PerspectivePublication . Santos, VascoFirms aim at achieving their economic interests without neglecting the needs of local and regional communities and the environment itself. The process involves defining and implementing Social Responsibility strategies that leverage organizational competitiveness and sustainability. In this context, the current study purposes to demonstrate how Corporate Social Responsibility (CSR) and a sustainable orientation influence the satisfaction and loyalty of academic tourists to the Metro of Porto (in Portugal). More specifically, our study aims to assess the satisfaction of academic tourists with the Metro of Porto and, additionally, to analyze the variables that determine the satisfaction and loyalty of these tourists to this specific transport company, which has never been achieved before. Our proposed research model seeks to determine how CSR and a sustainable orientation influence academic tourists’ loyalty to the Metro of Porto transport services as well as their link to Service Quality, Perceived Value, Corporate Image and Tourist Satisfaction. From a sample of 256 academic tourists, customers of the Metro of Porto, a quantitative analysis was carried out using the structural equation model (SEM-PLS). The results obtained allow us to conclude that CSR and Service Quality have an impact on academic tourists’ satisfaction and loyalty to the Metro of Porto. The development of a region is intrinsically linked to transport networks that promote the integration and growth of productive systems. Our results demonstrate the relationship between regional development and business sustainability strategies that integrate Social Responsibility practices. We show the importance that Social Responsibility policies have for companies as a precursor to customer satisfaction and loyalty to a company. Hence, as a guarantee of obtaining economic results, firms must simultaneously contribute to the sustainable development of territories.
- Academic Tourism and Transport Services: Student Perceptions from a Social Responsibility PerspectivePublication . Santos, VascoFirms aim at achieving their economic interests without neglecting the needs of local and regional communities and the environment itself. The process involves defining and implementing Social Responsibility strategies that leverage organizational competitiveness and sustainability. In this context, the current study purposes to demonstrate how Corporate Social Responsibility (CSR) and a sustainable orientation influence the satisfaction and loyalty of academic tourists to the Metro of Porto (in Portugal). More specifically, our study aims to assess the satisfaction of academic tourists with the Metro of Porto and, additionally, to analyze the variables that determine the satisfaction and loyalty of these tourists to this specific transport company, which has never been achieved before. Our proposed research model seeks to determine how CSR and a sustainable orientation influence academic tourists’ loyalty to the Metro of Porto transport services as well as their link to Service Quality, Perceived Value, Corporate Image and Tourist Satisfaction. From a sample of 256 academic tourists, customers of the Metro of Porto, a quantitative analysis was carried out using the structural equation model (SEM-PLS). The results obtained allow us to conclude that CSR and Service Quality have an impact on academic tourists’ satisfaction and loyalty to the Metro of Porto. The development of a region is intrinsically linked to transport networks that promote the integration and growth of productive systems. Our results demonstrate the relationship between regional development and business sustainability strategies that integrate Social Responsibility practices. We show the importance that Social Responsibility policies have for companies as a precursor to customer satisfaction and loyalty to a company. Hence, as a guarantee of obtaining economic results, firms must simultaneously contribute to the sustainable development of territories.
- Addressing Service Failure and Recovery in Digital Service Systems: Opportunities and ChallengesPublication . Reis, João Carlos Gonçalves dos; Santos, Vasco; Amorim, Marlene; Melão, NunoDigital service systems are changing the world as we know it, enabling companies to embrace new forms of relationship with their customers. The aim of this article is to propose a categorization of service failures in digital service systems and an illustration of recovery solutions based on life situations. Thus, this article used an exploratory case study research conducted in a Portuguese private bank. Data collection involved multiple sources, such as semistructured interviews, customer complaints from an online database, and direct observation. The case revealed that digital service systems are not failure proof and service failures are inevitable. As a result, companies are struggling to consistently maintain high service standards across all channels and, for that purpose, have essentially invested on automated interactions. On the other hand, humanized recovery solutions are expected to enable organizations to make significant progress, including prevention and corrective actions, that will mitigate the perception of poor service delivery. While current studies tend to focus on what is going wrong in digital engagement, researchers have hitherto not investigated sufficiently this digital breakdown and the subsequent recovery solutions.
- Addressing Service Failure and Recovery in Digital Service Systems: Opportunities and ChallengesPublication . Reis, João Carlos Gonçalves dos; Santos, VascoDigital service systems are changing the world as we know it, enabling companies to embrace new forms of relationship with their customers. The aim of this article is to propose a categorization of service failures in digital service systems and an illustration of recovery solutions based on life situations. Thus, this article used an exploratory case study research conducted in a Portuguese private bank. Data collection involved multiple sources, such as semi-structured interviews, customer complaints from an online database, and direct observation. The case revealed that digital service systems are not failure proof and service failures are inevitable. As a result, companies are struggling to consistently maintain high service standards across all channels and, for that purpose, have essentially invested on automated interactions. On the other hand, humanized recovery solutions are expected to enable organizations to make significant progress, including prevention and corrective actions, that will mitigate the perception of poor service delivery. While current studies tend to focus on what is going wrong in digital engagement, researchers have hitherto not investigated sufficiently this digital breakdown and the subsequent recovery solutions.