Science (Universidade Europeia)
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Would you try it again? Dual effects of customer mindfulness on service recovery
No full textService failures have a negative impact on customer experience. Research in the field has looked for ways to
reduce this negative impact, but little is known about the role of customer mindfulness in this context. Two
quantitative scenario-based studies (ntotal = 613) were conducted. Study 1 (experimental, between-subject
design) showed that mindfulness moderates the relationship between attributions of benevolence and postpurchase
intention (i.e., stronger effects for low mindful customers). Study 2 (follow-up, within-subject
design) showed that the level of customer mindfulness is positively associated with a preference for explanation
as a service recovery tactic. This research highlights the dual effects (positive vs. negative) of customer
mindfulness in the context of service failure
Relational marketing and customer satisfaction: A systematic literature review
No full textRelationship marketing reflects a business philosophy and strategic orientation that allows companies to focus on satisfying the needs of current customers to retain them rather than acquiring new ones. This investigation analyzes how the relationship between relationship marketing and customer satisfaction is processed. In this sense, a systematic review of the bibliometric literature was carried out based on 61 scientific articles published in the Scopus™ database. The literature review reveals that relationship marketing influences customer satisfaction in several ways. It is concluded that personalizing the service and the product is fundamental in building long-lasting and successful relationships and increasing customer satisfaction. In addition, relationship marketing builds trust and commitment, resulting in higher customer satisfaction and willingness to participate in mutually beneficial relationships. Finally, we classify future research agendas into three broad categories: the impact of emerging technologies on customer satisfaction; the role of personalization and customization in relationship marketing and its impact on customer satisfaction; and the relationship between sustainability, ethical practices, and customer satisfaction
Learning to make sence: Sketchnoting in undergraduate design education
No full textThis paper outlines a pedagogical approach based on “sketchnoting” to help design students gather, synthesise, and make sense of information. The method combines theory on how people learn with theory on how designers typically think to develop a form of studying, research, and sensemaking that is useful for both the course and lifelong learning. Based on dual coding theory, the method suggests creating two representations (visual and verbal) of complex information to facilitate sensemaking. A visual note-taking system, adapted to designers’ thinking, provides a helpful bridge between disciplines with different epistemological foundations but is not without challenges. Objective evaluation of a highly personal sensemaking method is problematic, and students with a background in visual arts may be better prepared to use it. The paper will discuss these issues and relate them to the future challenges that design education must face
How industry 4.0 and sensors can leverage product design: Opportunities and challenges
No full textThe fourth industrial revolution, also known as Industry 4.0, has led to an increased transition towards automation and reliance on data-driven innovations and strategies. The interconnected systems and processes have significantly increased operational efficiency, enhanced organizational capacity to monitor and control functions, reduced costs, and improved product quality. One significant way that companies have achieved these benefits is by integrating diverse sensor technologies within these innovations. Given the rapidly changing market conditions, Industry 4.0 requires new products and business models to ensure companies adjust to the current and future changes. These requirements call for the evolutions in product design processes to accommodate design features and principles applicable in the current dynamic business environment. Thus, it becomes imperative to understand how these innovations can leverage product design to maximize benefits and opportunities. This research paper employs a Systematic Literature Review with Bibliometric Analysis (SLBA) methodology to explore and synthesize data on how Industry 4.0 and sensors can leverage product design. The results show that various product design features create opportunities to be leveraged to guarantee the success of Industry 4.0 and sensor technologies. However, the research also identifies numerous challenges that undermine the ongoing transition towards intelligent factories and products
Showing legitimacy: The strategic employment of visuals in the legitimation of new organizations
No full textEntrepreneurs commonly engage in discursive activities to pursue the legitimacy of their new organizations. Previous studies on this pursuit have essentially been focused on verbal language and there is limited understanding of how other communication modes, such as the visual, offer specific potentials for influencing legitimation audiences. With the contemporary pervasiveness of digital documents and online environments that often employ the visual mode, this gap has become more relevant. To address it, this study is guided by the following research question: how do entrepreneurs use the visual mode of communication to legitimize their new ventures? Building on the case of a new organization, this study shows that specific features of the visual mode of communication are especially well suited to sustaining legitimation in particular ways. While previous research has mostly remained on a conceptual level, this study empirically advances the understanding of visual discursive legitimation
Critical thinking development: Gender issues in the context of arts training in higher education
No full textEste artigo pretende analisar o desenvolvimento do pensamento crítico sobre questões de género no contexto da formação no ensino superior, tomando como caso de estudo a proposta "Género(s)", que visou a realização de um projeto transdisciplinar articulado entre as Unidades Curriculares de Oficina de Artes, Tecnologias e Multimédia IV(OATM IV) - módulos de Escultura e Arte Multimédia - e de Teoria da Arte, do 2º semestre do ano letivo de 2019/2020, promovendo a reflexão sobre a questão de género e o pensamento crítico dos estudantes de Licenciatura em Artes Visuau e Tecnologias da Escola Superior de Educação do Politécnico de Lisboa.
No decorre do processo, os professores assumiram um papel de facilitadores, criando um espaço livre de censura e constatando que os estudantes mobilizaram e desenvolveram o pensamento crítico em processos de investigação e criação artística em torno de estereótipos sobre questões de género. A imaginação de diferentes possibilidades de géneros levou a uma reflexão sobre os valores enquanto construções culturais e à consciência do agenciamento de cada um para os reinventar e contribuir para a mudança social. Deste modo, consideramos que a produção artística e/ou a interpretação de obras de arte estimulam o pensamento autónomo, capaz de lidar com situações novas, através da projeção de várias hipóteses alternativas
MITEC Model Standardized Business Process (BPMN) for Talent Management in Small and Medium Enterprises
No full textManagement model with application in human
resources that enhances the organization's ability to detect,
recognize and value talent and how it will interact in an
organization, present the Standardized Business Process Model
and Notation (BPMN) of MITEC and how it works in the human
resources department, uses the innovative approach of the model
and which elements are collected to be implemented in MITEC.
The perspective on talent retention (i.e., appreciation) and the
integration of the model seeks to contribute to improving the
way talent satisfaction is monitored and evolved in Small and
Medium Enterprises and to support managers, supervisors, and
Human Resources. Finally, it presents suggestions for
automation that can be developed in MITEC in terms of tracking
talent and the benefits for the organization
Comportamientos de maltrato en la relación Deportista-entrenador
No full textThis qualitative study aimed to describe the nature of mistreatment behaviours in the Athlete-coach relationship, in the region of Trás-os-Montes e Alto Douro, Portugal. For our study, we interviewed 12 athletes of federated sports. We focused on young athletes, aged 13-18 years old, who practiced a collective, combat, or individual sports discipline. The data was then studied through content analysis. In the case of athletes as victims, there were no mistreatment behaviours in the Athlete-coach relationship. However, as observers, the athletes have reported forms of abuse in the Athlete-coach relationship, such as verbal emotional abuse and denial of attention and support. As preventative measures for mistreatment behaviours, the athletes mentioned supervision and even the dismis-sal of the coach. Respondents stress the need to deepen the topic for the strategies to be effective. They emphasize the need to sensitize clubs for the protection of athletes, through investigations in the area under study, for fighting and preventing mistreatment behaviour in sports practice
Los origines anarquistas del Partido Comunista Português (PCP)
No full textThis article describes the original emergence of the Partido Comunista Português (hereafter, the PCP –Portuguese Communist Party) within the framework of worker anarchism through analysing the dynamics leading to its foundation. Taking into account how the party’s origins, resulting from a split in the anarcho-syndicalist movement, represent a unique feature within the histories of European communist parties, it is important to identify not only why Bolshevik communism became predominant in Portugal, out of the various other libertarian currents, but also just which ideas proved decisive in this demarcation from anarchist trends. The theoretical framework established to answer these questions stems from the keynote studies on this field and was applied to interpret the contents published in the O Comunista newspaper over the period between the foundation of the PCP in 1921 and the holding of the 5th congress of the Third Communist International in 1924