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2. ChalDigital Branding and Relational Marketing in Online Consumer Loyalty
No full textThe objective of this chapter was to understand the impact of relationship marketing on online consumer loyalty, using the booking platform Booking.Com as a case study. To achieve this objective, a conceptual model was developed and a questionnaire was applied, obtaining 221 responses, of which 183 corresponded to people who had made reservations on Booking.Com
NARRATIVAS DE LUTO INFANTIL NO CINEMA DE ANIMAÇÃO: DESENVOLVIMENTO DA CURTA-METRAGEM “CRISTALEIRA”
No full textO objetivo deste estudo é ampliar a compreensão sobre o luto infantil no cinema de animação. O primeiro capítulo contextualiza a temática do luto na infância ao detalhar como as crianças compreendem a morte e como elaboram o luto durante esta fase da vida. O segundo capítulo apresenta um resumo da literatura existente sobre a representação da morte e sobre as narrativas de luto infantil no cinema de animação. No terceiro capítulo são analisadas algumas curtas metragens que abordam esta temática.
A pesquisa informa a pré-produção e o pitching de uma curta-metragem de animação 2D intitulada Cristaleira, com duração estimada em 5 minutos, livre para todos os públicos, mas especialmente destinada para o público infanto-juvenil. O filme conta a história da Beatriz, uma menina de sete anos que, ao abrir a antiga cristaleira de sua avó Isabel, é transportada para as histórias do passado que a avó lhe contava. Cristaleira trata de um assunto delicado, porém inevitável: a morte de entes queridos. A curta pretende gerar conversas e reflexões sobre o luto durante a infância e ser uma ferramenta para ajudar as crianças a compreender a morte, percorrendo o mesmo caminho de descoberta que a protagonista do filme
Talent Management Versus Tourism and Hospitality Business: A Bibliometric Analysis. In: Carvalho,
No full textEmployment in Portugal’s Tourism Sector: Structural Transformation and Working Conditions from 2012 to 2022
No full textThis study analyses employment in the tourism sector and seeks to identify trends in the
evolution of worker profiles and transformation of the structure and working conditions in
Portugal’s tourism sector from 2012 to 2022. It aims to understand how profiles, qualifications,
and working conditions relate to the spatial distribution among Portuguese tourist
regions and the typology and scale of tourism businesses, contributing valuable insights
to defining sector strategies. It applies a quantitative approach based on statistical data
from the Portuguese Ministry of Labour, Solidarity, and Social Security, disaggregated by
the three segments of economic activity in the tourism sector: accommodation and food
services, recreational and cultural activities, and transport and logistics. Descriptive statistics,
MANOVA, and ANOVA tests analyse differences based on establishment size, tourist
regions, and activity segments. The results show significant employment growth, regional
variations, high turnover, and an increase in fixed-term contracts. Weak but significant
correlations link education, nationality, gender, and working hours, indicating potential
inequalities. The study highlights gender and educational differences among workers, as
well as disparities related to employment status and nationality.This research was funded by national funds through FCT—Fundação para a Ciência e a
Tecnologia, I.P (Portugal), under project reference no. UID/BP/04470/2020
Unveiling the Nexus Between Use of AI-Enabled Robo-Advisors, Behavioural Intention and Sustainable Investment Decisions Using PLS-SEM
No full textThe study examines the nexus between AI-driven technology, i.e., robo-advisors, and the behavioural intention of investors towards sustainable investment decisions considering government regulations and sustainable investment awareness as the moderating variables. A total of 372 responses were collected from across India through a structured questionnaire along identified variables from the TAM and UTAUT theories under the select constructs, i.e., trust, perceived risk, user-friendliness, perceived usefulness, and emotional arousal. This is with reference to the use of robo-advisors to unearth the extent to which they influence the behavioural intention and finally the sustainable investment decisions taking into account government regulations and sustainable investment awareness as the moderating variables. The results derived by using PLS-SEM reveal that all the five factors are having a significant impact on the behavioural intention for sustainable investment decisions of the investors. Further, both sustainable investment awareness and government regulations have been found to have a moderating impact on shaping the behavioural intention of the investors with respect to most of the variables. The results of the study come up with significant suggestions for the government, financial institutions, and the investors as well as the academicians, and therefore, have policy implications, managerial implications, and theoretical implications. The constructs and moderating variables considered here can further be used for studying the behavioural intentions. The robo-advisory service providers may emphasize developing the algo ensuring trust, usability, and friendly interface in a manner that tends to minimize the perceived risk and emotional arousal leading to the use of robo advisors pushing the intention of the investors towards sustainable investment
THE INFLUENCE OF AUGMENTED REALITY AND ARTIFICIAL INTELLIGENCE ON CUSTOMER ENGAGEMENT
No full textGoals: The investigation explores how Augmented Reality and Artificial Intelligence enhance customer engagement and provide a seamless customer experience in the tourism sector. Furthermore, it investigates the influence of factors like customer trust, purchase intention, price fairness, service quality, satisfaction, loyalty, well-being, sense of security, and memorable experiences in the industry.
Methodology: A quantitative approach was adopted to investigate customer perceptions and behaviours regarding the integration of Augmented Reality and Artificial Intelligence in tourism services. An online questionnaire was distributed, yielding 312 responses. The data was analysed using SPSS software to analyse the relationships between the technologies and key variables.
Findings: Findings indicate that Augmented Reality and Artificial Intelligence have a positive impact on customer engagement and seamless customer experience. It is also found that these technologies improve trust, purchase intention, price fairness, service quality, satisfaction, loyalty, well-being, sense of security and memorable customer experiences.
Implications: The study provides practical insights for tourism industry professionals, guiding them on how to implement Augmented Reality and Artificial Intelligence technologies effectively to improve customer experiences and engagement. The results can help companies develop strategies to foster customer trust, loyalty and satisfaction, ultimately leading to more memorable and secure tourism experiences.
Originality: Augmented Reality and Artificial Intelligence have been considered innovative technologies for tourism. To improve theoretical and practical understanding of how Augmented Reality and Artificial Intelligence influence Customer Engagement and Seamless Customer Experience in the tourism sector, studies on the topic are needed. Despite increasing investments in these technologies, little research explores their practical and theoretical implications. The study contributes with new insights by examining these emerging trends in the context of tourism, linking them to critical customer-related variables
A IMPORTÂNCIA DA UNIFORMIZAÇÃO DE PROCEDIMENTOS EM UMA ORGANIZAÇÃO PÚBLICA PROPOSTA DE DESENVOLVIMENTO DE UM MANUAL DE PROCEDIMENTOS PARA A DIVISÃO DE RECURSOS HUMANOS DO MUNICÍPIO DE BARCELOS
No full textA Gestão de Recursos Humanos tem sofrido uma grande evolução ao longo dos tempos, conduzindo as organizações a desenvolverem uma nova visão no que se refere ao papel das pessoas em uma organização.
A razão desta investigação centra-se na importância da uniformização de procedimentos em uma organização pública, com foco na Divisão de Recursos Humanos do Município de Barcelos, no sentido de garantir a consistência, a eficácia, a previsibilidade dos resultados, simplificando processos, sugerindo mudanças na forma como as pessoas realizam as suas tarefas, com o objetivo de promoverem melhorias no serviço prestado pela Divisão de Recursos Humanos.
O presente trabalho visa desenvolver um Manual de Procedimentos para melhorar a eficiência do serviço prestado na Divisão de Recursos Humanos, reduzir erros e facilitar a integração de novos colaboradores, com o intuito de constituir um instrumento de mudança, no sentido de permitir o acesso ao conhecimento a todos os colaboradores, de uma forma estruturada, e ser um contributo uniformizador de atividades.
A investigação foi conduzida através de um estudo de caso, utilizando o método qualitativo, tendo sido efetuado um levantamento das atividades desenvolvidas na Divisão de Recursos Humanos do Município de Barcelos, através de reuniões com os elementos que integram essa Divisão, para descrição, análise e validação dos procedimentos como suporte à criação do Manual de Procedimentos. Neste trabalho, foram realizadas entrevistas aos colaboradores e dirigentes da Divisão de Recursos Humanos para obter opiniões sobre a necessidade e a utilidade de um Manual de Procedimentos. Por fim, neste trabalho, foram ainda observados os processos internos, analisados os documentos existentes e identificadas as áreas que necessitam de uniformização na referida Divisão.
Os principais resultados apontam para a importância da uniformização das práticas que minimizem erros e melhore a qualidade do serviço prestado e promovam a adaptação dos colaboradores a novas funções. Também se constatou que os colaboradores da Divisão de Recursos Humanos desenvolveram ao longo do seu percurso profissional os seus próprios manuais de procedimentos informais, como forma de auxílio na execução das suas tarefas, o que poderá levar a extrapolar a conclusão de que o Manual de Procedimentos poderá obter o sucesso pretendido naquela Divisão e trazer benefícios significativos para todos pese embora o mesmo se encontrar sujeito a atualização permanente
"Guerra Colonial e Trauma. Desenvolvimento do livro ilustrado "A Perna que perdeu o pé"
No full textEste projecto propõe a apresentação do processo de criação do livro ilustrado A Perna que Perdeu o Pé, a
partir de um texto ficcional inédito escrito por Rita Joana Maia, filha de um ex-combatente da Guerra Colonial.
Recorrendo à investigação sobre as razões subjacentes à utilização da narrativa visual (principalmente no
formato banda desenhada, mas também no de álbum ilustrado), como forma privilegiada de registar
testemunhos de guerra e trauma, pretende-se criar um novo objecto literário ilustrado que contribua para a
reflexão em curso sobre identidades pós-coloniais, descolonização do pensamento e a actualização
fundamentada dos discursos sobre o período da Guerra Colonial portuguesa.
Para isso, serão elaboradas sequências ilustradas de narrativa visual, que forneçam contexto visual concreto
e fidedigno a um texto de cariz subjectivo, complementando-o e/ou ampliando o seu significado.
Este trabalho tem como objectivo reflectir, teórica e conceptualmente, sobre a relevância crescente das
publicações recentes sobre a Guerra Colonial, especialmente aquelas que se valem da narrativa visual
sequencial, tendo em conta a sua capacidade de difusão da mensagem no contexto actual de reavaliação desse
período da história portuguesa recente.
Para o projecto prático em questão, são determinantes: o iminente desaparecimento dos últimos
testemunhos vivos e o lugar de fala da autora do texto, no seu papel de testemunha secundária dos
acontecimentos que informaram a escrita e que influenciarão a ilustração.2027-05-3
Citizens’ satisfaction and loyalty in digital public services: an empirical study on the Portuguese tax authority’s online platforms
No full textPurpose – The digital transformation of public administration has positioned citizen satisfaction and loyalty as critical indicators for evaluating the effectiveness of digital services. This study aims to examine user perceptions of the Portuguese Tax Authority’s (Autoridade Tributária – AT) digital platforms, including the Portal das Finanças and mobile applications. Design/methodology/approach – Based on a sample of 372 valid responses collected during the COVID-19 pandemic, the research applies descriptive and inferential statistical analyses, including t-tests, Spearman’s
correlations and Kruskal-Wallis tests.
Findings – The results indicate moderate to high levels of citizen satisfaction, with trust, ease of use and perceived service quality emerging as the primary drivers. No significant differences in satisfaction or loyalty were found based on gender, education level or user type (individual taxpayer vs. professional user). However, age, duration of use and frequency of use were identified as significant factors influencing satisfaction and loyalty.
Originality/value – The study extends the application of service quality models to the digital fiscal services
domain and offers practical insights for enhancing citizen engagement, fostering trust and sustaining digital
transformation in public administration. By highlighting the behavioural dynamics underpinning citizen
loyalty in fiscal e-government services, the research contributes to the broader discourse on public sector
innovation and citizen relationship management.10000-01-0
SDG web-reporting in universities: a cross-country study of Italy and Portugal
No full textUniversities play a crucial role in advancing Sustainable Development Goals
(SDGs) as they undertake research on sustainability-related issues, develop
solutions to societal challenges, and educate future leaders. As
transparency and accountability become central to sustainability efforts,
SDG web-reporting has emerged as a key tool for universities to
communicate their contributions. This study examines the extent and
determinants of SDG web-reporting practices in 125 universities across
Italy and Portugal. The findings reveal that, while universities in both
countries recognize the importance of SDG web-reporting, disclosure
remains limited, with Portuguese universities exhibiting slightly higher
levels of disclosure. Factors influencing SDG web-reporting include
institutions’ longevity, sustainability rankings and networks participation.
This study underscores the need for institutional and stakeholder-driven
efforts and standardized SDG reporting frameworks tailored to
universities, offering practical recommendations for university
administrators and policymakers to enhance digital transparency,
accountability, and cross-country comparability in line with societal and
global expectations. By bridging research gaps on cross-national SDG
web-reporting practices by HEIs, the findings contribute to advancing the
global 2030 Agenda.Fundação
para a Ciência e a Tecnologia (FCT-IP) within the scope of multi-annual funding (Grant n. UIDB/04043:CICF and UIDP/
04043:CICF)