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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.
- Digitalization: A Literature Review and Research AgendaPublication . 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 “digitalization” term, and to make a distinction between similar ones. The authors have conducted a systematic review of the existing literature, by identifying and synthesizing the existing body of knowledge. While going digital, firms are expecting to enhance their competitive advantage by offering services throughout virtual channels and operationalize its operations management. Furthermore, the literature suggested the development of new digital technologies along with automation and artificial intelligence is enabling a new wave of smart companies, a topic that deserves to be studied in the future.
- Omni-channel Service Architectures in a Technology-based Business Network: An Empirical InsightPublication . 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 includes multiple sources of data collection for corroboration purposes, including semi-structured interviews, direct observation and institutional documents. Although we have identified four types of omnichannel architectures in a business network context, the case analysis revealed that only two of them meet all the requirements, namely: the mixed services and pure virtual services. For academics this is the first attempt to discuss a growing topic in the operations management literature. Thus, this study may also help practitioners to understand the challenges they may have to deal with an omnichannel strategy in a business network context.
- 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.
- 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).
- Desenho e controlo de serviços multicanal: Um estudo de caso de um banco portuguêsPublication . Reis, João Carlos Gonçalves dos; Melão, Nuno Filipe RosaApesar de as organizações utilizarem cada vez mais múltiplos canais para prestarem serviços, pouco se sabe como estes serviços são concebidos e controlados na realidade. O objetivo deste artigo é explorar os processos e práticas de desenho e controlo de serviços multicanal. A metodologia baseia-se num estudo de caso único, de natureza qualitativa, exploratória e representativa, de um banco português, e recorre a entrevistas, observação e documentos internos. Os resultados sugerem que os processos de desenho e controlo possuem uma natureza semi- estruturada e estruturada, respetivamente, e mostram que se empregam práticas para promover a sua melhoria contínua. A principal conclusão é que a consistência entre canais é crucial no desenho e controlo de serviços multi- canal, devendo as organizações desenvolver mecanismos de integração como é exemplificado neste estudo de caso.
- Disclosing paths for multi-channel service research: A contemporaneous phenomenon and guidelines for future investigationsPublication . Reis, João Carlos Gonçalves dos; Amorim, Marlene Paula Castro; Melão, Nuno Filipe RosaThe present paper reports on the findings of a systematic literature review on multi-channel services. In doing so, it uses an affinity diagram to show the results of a content analysis regarding the issues addressed by the existing literature in the field. This enables to understand areas of interest in the contemporary subject of research, find gaps in the literature and, lastly, to uncover guidelines for future research. The results suggest that future investigations should focus on the integration of traditional and virtual services, on quality issues and customer behaviour towards the use of multi-channel services. Previous research also suggests that multi-channel services are largely unaddressed, regarding issues as back-office processes, within the scope of operations management. Subsequently, since multi-channel services are multidisciplinary in nature, these guidelines represent a fruitful opportunity for future research to involve other disciplines.
- Serviço multi-canal: uma estratégia para o futuroPublication . Reis, João Carlos Gonçalves dos; Melão, Nuno Filipe RosaDesde o seu aparecimento, os serviços têm assumido um papel vital nas nossas vidas. Recentemente, com o despoletar das novas tecnologias e com a difusão da Internet, os serviços multicanal obtiveram uma atenção considerável no relacionamento entre clientes e organizações. Este artigo fornece uma síntese de literatura sobre os serviços multicanal, com especial destaque para as suas vantagens e limitações e para as questões de qualidade. Conclui-se que em geral os benefícios ultrapassam as suas limitações e que as questões de qualidade estão inerentemente ligadas ao desenho e controlo de serviços multicanal. Este artigo é também um convite para investigação adicional nesta área.
- New Ways to Deal with Omni-Channel Services: Opening the Door to Synergies, or Problems in the Horizon?Publication . Reis, João Carlos Gonçalves dos; Amorim, Marlene Paula Castro; Melão, Nuno Filipe RosaThis article aims to investigate organizational synergies in the omnichannel service context. In doing so, it discloses new omni-channel trends and discusses its implications for managers and academics. It uses a qualitative multimethod approach, which includes more than one method of collecting data to generate comprehensiveness and rich knowledge, namely: a systematic literature review and a case study. The transition to an omni-channel service requires companies to overcome many organizational challenges and is compelling academics and practitioners to focus on its operations management. The results indicate that organizational synergies are changing the omni-channel landscape and may provide several opportunities for gaining competitive advantages by implementing new technologies (e.g. m-payments), and anticipating customer needs (e.g. multi-brand experience). It is possible that these organizational synergies are transcending the omni-channel concept, creating new trends, but to confirm this hypothesis further investigation is needed.
- Artificial Intelligence in Government Services: A Systematic Literature ReviewPublication . 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 knowledge, we use: a bibliometric analysis and a content analysis. While artificial intelligence is identified as an extension of digital transformation, the results suggest the need to deepen scientific research in the fields of public administration, governmental law and business economics, areas where digital transformation still stands out from artificial intelligence. Although bringing together public and private sectors, to collaborate in the public service delivery, presents major advantages to policy makers, evidence has also shown the existence of negative effects of such collaboration.