This page has only limited features, please log in for full access.
Nuno Melão is an assistant professor at the Department of Management, School of Technology and Management of Viseu, Polytechnic Institute of Viseu, Portugal. He received his Ph.D. in Management Science from the Lancaster University Management School, UK in 2001. His research has appeared in journals such as Information Systems Journal, Journal of the Operational Research Society, European Journal of Operational Research, International Journal of Quality and Reliability Management, and the International Journal of Productivity and Performance Management. He currently conducts his research at the CISeD of the Polytechnic Institute of Viseu. His research interests include quality management and process management.
After 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.
João Reis; Yuval Cohen; Nuno Melão; Joana Costa; Diana Jorge. High-Tech Defense Industries: Developing Autonomous Intelligent Systems. Applied Sciences 2021, 11, 4920 .
AMA StyleJoão Reis, Yuval Cohen, Nuno Melão, Joana Costa, Diana Jorge. High-Tech Defense Industries: Developing Autonomous Intelligent Systems. Applied Sciences. 2021; 11 (11):4920.
Chicago/Turabian StyleJoão Reis; Yuval Cohen; Nuno Melão; Joana Costa; Diana Jorge. 2021. "High-Tech Defense Industries: Developing Autonomous Intelligent Systems." Applied Sciences 11, no. 11: 4920.
This article addresses the evolution of Industry 4.0 (I4.0) in the automotive industry, exploring its contribution to a shift in the maintenance paradigm. To this end, we firstly present the concepts of predictive maintenance (PdM), condition-based maintenance (CBM), and their applications to increase awareness of why and how these concepts are revolutionizing the automotive industry. Then, we introduce the business process management (BPM) and business process model and notation (BPMN) methodologies, as well as their relationship with maintenance. Finally, we present the case study of the Renault Cacia, which is developing and implementing the concepts mentioned above.
Jorge Fernandes; João Reis; Nuno Melão; Leonor Teixeira; Marlene Amorim. The Role of Industry 4.0 and BPMN in the Arise of Condition-Based and Predictive Maintenance: A Case Study in the Automotive Industry. Applied Sciences 2021, 11, 3438 .
AMA StyleJorge Fernandes, João Reis, Nuno Melão, Leonor Teixeira, Marlene Amorim. The Role of Industry 4.0 and BPMN in the Arise of Condition-Based and Predictive Maintenance: A Case Study in the Automotive Industry. Applied Sciences. 2021; 11 (8):3438.
Chicago/Turabian StyleJorge Fernandes; João Reis; Nuno Melão; Leonor Teixeira; Marlene Amorim. 2021. "The Role of Industry 4.0 and BPMN in the Arise of Condition-Based and Predictive Maintenance: A Case Study in the Automotive Industry." Applied Sciences 11, no. 8: 3438.
The preliminary credibility assessment screening system (PCASS) is a US-based program, which is currently being implemented by intelligence units of the North Atlantic Treaty Organization (NATO) to make the initial screening of individuals suspected of infiltrating the Afghan National Defense and Security Forces (ANDSF). Sensors have been instrumental in the PCASS, leading to organizational change. The aim of this research is to describe how the ANDSF adapted to the implementation of PCASS, as well as implemented changes since the beginning of the program. To do so, we have conducted a qualitative, exploratory, and descriptive case study that allows one to understand, through the use of a series of data collection sources, a real-life phenomenon of which little is known. The results suggest that the sensors used in PCASS empower security forces with reliable technologies to identify and neutralize internal threats. It then becomes evident that the technological leadership that PCASS provides allows the developing of a relatively stable and consistent organizational change, fulfilling the objectives of the NATO and the ANDSF.
João Reis; Marlene Amorim; Nuno Melão; Yuval Cohen; Joana Costa. Counterintelligence Technologies: An Exploratory Case Study of Preliminary Credibility Assessment Screening System in the Afghan National Defense and Security Forces. Information 2021, 12, 122 .
AMA StyleJoão Reis, Marlene Amorim, Nuno Melão, Yuval Cohen, Joana Costa. Counterintelligence Technologies: An Exploratory Case Study of Preliminary Credibility Assessment Screening System in the Afghan National Defense and Security Forces. Information. 2021; 12 (3):122.
Chicago/Turabian StyleJoão Reis; Marlene Amorim; Nuno Melão; Yuval Cohen; Joana Costa. 2021. "Counterintelligence Technologies: An Exploratory Case Study of Preliminary Credibility Assessment Screening System in the Afghan National Defense and Security Forces." Information 12, no. 3: 122.
Employers are increasingly using Social Networking Sites (SNS) to support hiring decisions, and yet the knowledge of their practice patterns remains limited. This paper aims to (a) examine which and to what extent selectors analyze applicant’s profile features to support hiring decisions, and (b) explore the issues selectors perceive as being important while using SNS in personnel selection. It employs a two-phase methodology: a questionnaire-based survey, and a semi-structured interview study. Selectors report to examine more often job-related features, though they also admitted to analyze protected personal details and non-job related features. From the statistical analysis of the profile features being analyzed, three different patterns emerged, suggesting that selectors (a) exclude applicants during pre-selection and after a face-to-face interview, and (b) collect additional information about applicants to know them more deeply. Practitioners highlighted, among others, privacy, impression management, standardization, and possible bias issues. Conclusions and implications of these findings are discussed.
Nuno Melão; João Reis. Social networks in personnel selection: profile features analyzed and issues faced by hiring professionals. Procedia Computer Science 2021, 181, 42 -50.
AMA StyleNuno Melão, João Reis. Social networks in personnel selection: profile features analyzed and issues faced by hiring professionals. Procedia Computer Science. 2021; 181 ():42-50.
Chicago/Turabian StyleNuno Melão; João Reis. 2021. "Social networks in personnel selection: profile features analyzed and issues faced by hiring professionals." Procedia Computer Science 181, no. : 42-50.
In 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 differently, 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-offs between different 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.
João Reis; Paula Santo; Nuno Melão. Artificial Intelligence Research and Its Contributions to the European Union’s Political Governance: Comparative Study between Member States. Social Sciences 2020, 9, 207 .
AMA StyleJoão Reis, Paula Santo, Nuno Melão. Artificial Intelligence Research and Its Contributions to the European Union’s Political Governance: Comparative Study between Member States. Social Sciences. 2020; 9 (11):207.
Chicago/Turabian StyleJoão Reis; Paula Santo; Nuno Melão. 2020. "Artificial Intelligence Research and Its Contributions to the European Union’s Political Governance: Comparative Study between Member States." Social Sciences 9, no. 11: 207.
Services 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.
João Reis; Nuno Melão; Juliana Salvadorinho; Bárbara Soares; Ana Rosete. Service robots in the hospitality industry: The case of Henn-na hotel, Japan. Technology in Society 2020, 63, 101423 .
AMA StyleJoão Reis, Nuno Melão, Juliana Salvadorinho, Bárbara Soares, Ana Rosete. Service robots in the hospitality industry: The case of Henn-na hotel, Japan. Technology in Society. 2020; 63 ():101423.
Chicago/Turabian StyleJoão Reis; Nuno Melão; Juliana Salvadorinho; Bárbara Soares; Ana Rosete. 2020. "Service robots in the hospitality industry: The case of Henn-na hotel, Japan." Technology in Society 63, no. : 101423.
Currently, 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.
João Reis; Paula Santo; Nuno Melão. Impact of Artificial Intelligence Research on Politics of the European Union Member States: The Case Study of Portugal. Sustainability 2020, 12, 6708 .
AMA StyleJoão Reis, Paula Santo, Nuno Melão. Impact of Artificial Intelligence Research on Politics of the European Union Member States: The Case Study of Portugal. Sustainability. 2020; 12 (17):6708.
Chicago/Turabian StyleJoão Reis; Paula Santo; Nuno Melão. 2020. "Impact of Artificial Intelligence Research on Politics of the European Union Member States: The Case Study of Portugal." Sustainability 12, no. 17: 6708.
Nuno Melão; João Carlos Gonçalves dos Reis. Using Social Networks in Personnel Selection: A Survey of Human Resource Professionals. 2020 15th Iberian Conference on Information Systems and Technologies (CISTI) 2020, 1 .
AMA StyleNuno Melão, João Carlos Gonçalves dos Reis. Using Social Networks in Personnel Selection: A Survey of Human Resource Professionals. 2020 15th Iberian Conference on Information Systems and Technologies (CISTI). 2020; ():1.
Chicago/Turabian StyleNuno Melão; João Carlos Gonçalves dos Reis. 2020. "Using Social Networks in Personnel Selection: A Survey of Human Resource Professionals." 2020 15th Iberian Conference on Information Systems and Technologies (CISTI) , no. : 1.
Previous studies on the use of Social Networking Sites (SNS) in personnel selection generally focus on examining this phenomenon in the selection process as a whole. However, personnel selection is a macro-process composed of several activities. This paper aims to investigate how human resource professionals use SNS in hiring decisions during the different stages of the selection process. The research uses an explanatory sequential mixed-methods approach. The first study consisted of a questionnaire-based survey of hiring professionals with the intent to describe various aspects of current practice (n = 429). Survey data was analyzed using descriptive and inferential statistics. The second study comprised semi-structured interviews with hiring professionals to provide a more in-depth, richer analysis (n = 24). Interview data was analyzed via qualitative thematic analysis. Results uncovered two types of users. Single-stage users emphasized efficiency concerns, whereas multiple-stage users mentioned to access profiles on an as needed-basis. Participants reported that the patterns of use could be quite complex and dynamic, with selectors revisiting the profile of the same applicant several times for different purposes, or examining profiles of the same applicant in different SNS. The assessment of SNS information is typically non-systematic, but some employers reported using scales, mainly in pre-selection. Evidence emerged of potential adverse effects during the selection process. Overall, this paper contributes to theory and practice by providing a better understanding of the use of SNS across the different stages of personnel selection. To our best knowledge, this is the first mixed-methods study of its kind.
Nuno Melão; João Reis. Selecting talent using social networks: A mixed-methods study. Heliyon 2020, 6, e03723 .
AMA StyleNuno Melão, João Reis. Selecting talent using social networks: A mixed-methods study. Heliyon. 2020; 6 (4):e03723.
Chicago/Turabian StyleNuno Melão; João Reis. 2020. "Selecting talent using social networks: A mixed-methods study." Heliyon 6, no. 4: e03723.
Artificial intelligence (AI) is expected to be more promising in the coming years, with, for example, notable gains in productivity, although there may be a significant impact on job reduction, which may jeopardize labor sustainability. Accordingly, there is a need to better understand this phenomenon and to analyze it in the light of a particular theory. However, there is a scarcity of AI theories in the service management literature. In order to obtain a better understanding of the subject, we have conducted a systematic review of the literature to provide a comprehensive analysis of the theories developed regarding AI in service management. The results have showed a wide range of theories, but not all directly related with AI; the latter are smaller in number making it difficult to draw a clear pattern. At current days, researchers are slowly advancing with new AI theories and moving away from those already in use, such as in computer science, ethics, philosophical theories, and so on.
João Reis; Paula Espírito Santo; Nuno Melão. Artificial Intelligence Theory in Service Management. Business Information Systems 2020, 137 -149.
AMA StyleJoão Reis, Paula Espírito Santo, Nuno Melão. Artificial Intelligence Theory in Service Management. Business Information Systems. 2020; ():137-149.
Chicago/Turabian StyleJoão Reis; Paula Espírito Santo; Nuno Melão. 2020. "Artificial Intelligence Theory in Service Management." Business Information Systems , no. : 137-149.
Recent times have seen many social service organisations (SSOs) implementing quality management systems based on certifiable standards. However, little is known about the benefits of such systems, as well as to what factors influence them. To investigate this issue, the aim of this study is threefold: to analyse the composition of the benefits that SSOs may achieve with the implementation of the European Quality in Social Services (EQUASS) standard; to analyse the impact of both internal and external motivations on the benefits of the EQUASS standard; and to analyse the mediation of the implementation process of the standard between the motivations and the benefits. A questionnaire-based survey was used to collect data from 196 European SSOs. Data were analysed via factor analysis and structural equation modelling. Results show that the benefits are multidimensional, consisting of society, customer, operational, employee, and economic domains. Other findings reveal that internal and external motivations positively affect overall benefits, internal motivations positively affect the implementation process, and the implementation process positively influences overall benefits. The key insight is that internal motivations have a direct positive influence on overall benefits and an indirect positive influence through the mediation of the implementation process. Managerial and research implications of these findings are discussed.
Frederic Marimon; Nuno Melão; Ramon Bastida. Motivations and benefits of quality management systems in social services: mediation of the implementation process. Total Quality Management & Business Excellence 2019, 32, 693 -718.
AMA StyleFrederic Marimon, Nuno Melão, Ramon Bastida. Motivations and benefits of quality management systems in social services: mediation of the implementation process. Total Quality Management & Business Excellence. 2019; 32 (7-8):693-718.
Chicago/Turabian StyleFrederic Marimon; Nuno Melão; Ramon Bastida. 2019. "Motivations and benefits of quality management systems in social services: mediation of the implementation process." Total Quality Management & Business Excellence 32, no. 7-8: 693-718.
Joao Reis; Paula Espirito Santo; Nuno Melão. Impacts of Artificial Intelligence on Public Administration: A Systematic Literature Review. 2019 14th Iberian Conference on Information Systems and Technologies (CISTI) 2019, 1 .
AMA StyleJoao Reis, Paula Espirito Santo, Nuno Melão. Impacts of Artificial Intelligence on Public Administration: A Systematic Literature Review. 2019 14th Iberian Conference on Information Systems and Technologies (CISTI). 2019; ():1.
Chicago/Turabian StyleJoao Reis; Paula Espirito Santo; Nuno Melão. 2019. "Impacts of Artificial Intelligence on Public Administration: A Systematic Literature Review." 2019 14th Iberian Conference on Information Systems and Technologies (CISTI) , no. : 1.
The 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.
João Reis; Paula Espírito Santo; Nuno Melão. Artificial Intelligence in Government Services: A Systematic Literature Review. Advances in Intelligent Systems and Computing 2019, 241 -252.
AMA StyleJoão Reis, Paula Espírito Santo, Nuno Melão. Artificial Intelligence in Government Services: A Systematic Literature Review. Advances in Intelligent Systems and Computing. 2019; ():241-252.
Chicago/Turabian StyleJoão Reis; Paula Espírito Santo; Nuno Melão. 2019. "Artificial Intelligence in Government Services: A Systematic Literature Review." Advances in Intelligent Systems and Computing , no. : 241-252.
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 exploratory case study research conducted in a Portuguese private bank. Data collection involved multiple sources for corroboration purposes, such as reports from customer complaints, semi-structured interviews, direct observation and official documents. Data were analysed to identify paths and relationships between constructs, to reduce data, to enable interpretation and to achieve valid and reliable results. Findings The case analysis revealed four types of Tb2N debilities: weaknesses in what concerns the channel migration to new technologies, automated physical and virtual barriers in accessing the firms’ common channel, non-automated barriers concerning the cross-training of employees and, finally, barriers concerning the service operations management. Originality/value To the best of the authors’ knowledge, this is the first attempt to characterize the service failure and recovery in a Tb2N context. Complaint management is an essential tool for managers, as failures in service delivery are inevitable and the recovery of such encounters encompasses significant challenges. For academics, this is the first effort to discuss a growing topic in the operations management literature. Further investigation is needed, and with this contribution, the authors expect to stimulate other researchers to provide their contribution.
João Reis; Marlene Amorim; Nuno Melão. Service failure and recovery in technology-based business networks. International Journal of Quality and Service Sciences 2019, 11, 2 -15.
AMA StyleJoão Reis, Marlene Amorim, Nuno Melão. Service failure and recovery in technology-based business networks. International Journal of Quality and Service Sciences. 2019; 11 (1):2-15.
Chicago/Turabian StyleJoão Reis; Marlene Amorim; Nuno Melão. 2019. "Service failure and recovery in technology-based business networks." International Journal of Quality and Service Sciences 11, no. 1: 2-15.
This 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 network-preferred 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 omni-channel 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 omni-channel strategy in a business network context.
João Reis; Marlene Amorim; Nuno Melão. Omni-Channel Service Architectures in a Technology-Based Business Network: An Empirical Insight. Business Information Systems 2018, 31 -44.
AMA StyleJoão Reis, Marlene Amorim, Nuno Melão. Omni-Channel Service Architectures in a Technology-Based Business Network: An Empirical Insight. Business Information Systems. 2018; ():31-44.
Chicago/Turabian StyleJoão Reis; Marlene Amorim; Nuno Melão. 2018. "Omni-Channel Service Architectures in a Technology-Based Business Network: An Empirical Insight." Business Information Systems , no. : 31-44.
This 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).
João Reis; Marlene Amorim; Nuno Melão. Multichannel service failure and recovery in a O2O era: A qualitative multi-method research in the banking services industry. International Journal of Production Economics 2018, 215, 24 -33.
AMA StyleJoão Reis, Marlene Amorim, Nuno Melão. Multichannel service failure and recovery in a O2O era: A qualitative multi-method research in the banking services industry. International Journal of Production Economics. 2018; 215 ():24-33.
Chicago/Turabian StyleJoão Reis; Marlene Amorim; Nuno Melão. 2018. "Multichannel service failure and recovery in a O2O era: A qualitative multi-method research in the banking services industry." International Journal of Production Economics 215, no. : 24-33.
Purpose The purpose of this paper is to analyze from an adopters’ perspective the European Quality in Social Services (EQUASS) Assurance standard, a certification program to implement a quality management (QM) system specifically tailored to European social service organizations (SSO). Specifically, it analyzes the motives, internalization, impacts, satisfaction, and renew intentions of this standard. Design/methodology/approach The research uses a cross-sectional, questionnaire-based survey methodology with both closed and open-ended questions. Of the 381 organizations contacted, 196 responses from eight different European countries were considered valid (51.4 percent). Descriptive statistical techniques and content analysis were employed to analyze closed- and open-ended questions, respectively. Findings The results show that SSO typically implement the certification for internal reasons, internalize EQUASS Assurance principles and practices in daily usage, obtain mainly operational and customer benefits, and consider main pitfalls such as increased workload and bureaucracy. Around 85 percent of the respondents are very satisfied or satisfied with the standard, which suggests that it meets their needs. The intention to renew the certification is also encouraging, but the final decision may be contingent on several aspects. Overall, the results reveal a rather optimistic picture, though there are some reasons for concern. Originality/value Recent years have seen many social services implementing QM systems, but there have been few studies investigating this phenomenon. Social service managers, consultants, auditors, and the EQUASS certification body can find in this work valuable information to make their practice more effective. This is the first study to report the results of an EQUASS survey in a scholarly journal.
Nuno Melão; Marlene Amorim; Frederic Marimon; Inés Alegre. Quality management systems in European social service organizations. International Journal of Quality & Reliability Management 2018, 35, 354 -372.
AMA StyleNuno Melão, Marlene Amorim, Frederic Marimon, Inés Alegre. Quality management systems in European social service organizations. International Journal of Quality & Reliability Management. 2018; 35 (2):354-372.
Chicago/Turabian StyleNuno Melão; Marlene Amorim; Frederic Marimon; Inés Alegre. 2018. "Quality management systems in European social service organizations." International Journal of Quality & Reliability Management 35, no. 2: 354-372.
The 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.
João Reis; Marlene Amorim; Nuno Melão; Patrícia Matos. Digital Transformation: A Literature Review and Guidelines for Future Research. Advances in Intelligent Systems and Computing 2018, 411 -421.
AMA StyleJoão Reis, Marlene Amorim, Nuno Melão, Patrícia Matos. Digital Transformation: A Literature Review and Guidelines for Future Research. Advances in Intelligent Systems and Computing. 2018; ():411-421.
Chicago/Turabian StyleJoão Reis; Marlene Amorim; Nuno Melão; Patrícia Matos. 2018. "Digital Transformation: A Literature Review and Guidelines for Future Research." Advances in Intelligent Systems and Computing , no. : 411-421.
This 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.
Joao Reis; Marlene Amorim; Nuno Melao. Omni-channel service operations: Building technology-based business networks. 2017 IEEE International Conference on Service Operations and Logistics, and Informatics (SOLI) 2017, 96 -101.
AMA StyleJoao Reis, Marlene Amorim, Nuno Melao. Omni-channel service operations: Building technology-based business networks. 2017 IEEE International Conference on Service Operations and Logistics, and Informatics (SOLI). 2017; ():96-101.
Chicago/Turabian StyleJoao Reis; Marlene Amorim; Nuno Melao. 2017. "Omni-channel service operations: Building technology-based business networks." 2017 IEEE International Conference on Service Operations and Logistics, and Informatics (SOLI) , no. : 96-101.
This article aims to investigate organizational synergies in the omni-channel service context. In doing so, it discloses new omni-channel trends and discusses its implications for managers and academics. It uses a qualitative multi-method 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.
João Carlos Gonçalves Dos Reis; Marlene Amorim; Nuno Melão. New Ways to Deal with Omni-Channel Services: Opening the Door to Synergies, or Problems in the Horizon? Business Information Systems 2017, 51 -63.
AMA StyleJoão Carlos Gonçalves Dos Reis, Marlene Amorim, Nuno Melão. New Ways to Deal with Omni-Channel Services: Opening the Door to Synergies, or Problems in the Horizon? Business Information Systems. 2017; ():51-63.
Chicago/Turabian StyleJoão Carlos Gonçalves Dos Reis; Marlene Amorim; Nuno Melão. 2017. "New Ways to Deal with Omni-Channel Services: Opening the Door to Synergies, or Problems in the Horizon?" Business Information Systems , no. : 51-63.