After a service failure, customers want to be treated with fairness. They expect the firm to perf... more After a service failure, customers want to be treated with fairness. They expect the firm to perform quickly without having to wait for the failure resolution. The primary goal of this study is to investigate whether the service recovery paradox (SRP) exists. In addition, the study also explores whether timeliness and compensation can influence it and whether gender differences occur. SRP appears as an important phenomenon to both academics and practitioners because it is seen as an opportunity to achieve higher levels of customer satisfaction through effective service recovery processes. An empirical study of mobile telecommunications customers' complaints, in a call center setting, validated the influence of timeliness and compensation on SPR. It was also found that no differences between men and women were noted on the above relations. Managers must understand that quick failures resolution and compensation will not only enhance customer satisfaction but also prevent potential switching behavior.
This research aims to contribute to the growing body of knowledge of Collaborative Consumption (C... more This research aims to contribute to the growing body of knowledge of Collaborative Consumption (CC) by exploring the motivations that influence the use of Peer-to-Peer (P2P) accommodation platforms from the demand side. There has been a significant increase in interest in sustainable choices regarding P2P accommodation in recent years. To address this gap and contribute to the collaborative consumption and P2P accommodation theory a quantitative study was conducted through a survey yielding 235 responses from both users and non-users of P2P platforms. The findings of this study suggest that P2P accommodation platform usage is influenced by multiple motivations, including sustainability, belonging, economic benefits, and convenience. Interestingly, the study also found that individuals with higher levels of academic qualifications are more likely to adopt this mode of consumption. Moreover, the study is the first of its kind to quantitatively address this topic and, therefore, contri...
Objetivos: Este estudo tem como objetivos perceber a tendencia atual do fenomeno do outsourcing d... more Objetivos: Este estudo tem como objetivos perceber a tendencia atual do fenomeno do outsourcing das atividades de marketing, identificar quais os fatores que influenciam a respetiva tomada de decisao e quais as atividades mais propensas a essa tendencia. Metodologia : O estudo baseia-se nas opinioes de profissionais de marketing sobre os fatores que influenciam a tomada de decisao do outsourcing das atividades de marketing e, na utilizacao do modelo de apoio a tomada de decisao - Analytic Hierarchy Process de Thomas Saaty, para identificacao dos fatores determinantes do processo de outsourcing. Resultados: Os fatores estrategicos foram os que revelaram ter maior influencia no processo de tomada de decisao do outsourcing das atividades de marketing, seguidos dos fatores economicos. Este estudo permitiu, ainda, perceber que as principais atividades de marketing que sao contratadas em regime de outsourcing sao a publicidade, o webmarketing , as relacoes publicas e a organizacao de even...
This paper aims to review the literature about negative outcomes associated with the implementati... more This paper aims to review the literature about negative outcomes associated with the implementation of sustainable business practices (SBP) embedded in supply chains (SC). We investigate and discuss this literature in order to understand how business relationships (BR) may be affected with the implementation of SBP. We developed a literature review that evaluated 134 articles indexed at the Web of Science (98) and SCOPUS (36) databases. After the abstracts’ reading and analyses, 36 papers were examined using the inclusion and exclusion criteria, which resulted on the additional exclusion of 25 papers. Then, we analyse and discuss in detail the remaining 11 selected articles. The analysis shows the negative consequences associated with the implementation of SBP in BR among SC partners, namely the emergence of an atmosphere of tension, disagreement or conflict and the business partners’ perception of frustration. The negative outcomes are emphasized by the costs of implementing SB...
Lecture Notes in Business Information Processing, 2015
This study aimed to test the relationship between service convenience (time and effort expenditur... more This study aimed to test the relationship between service convenience (time and effort expenditures), in a Call Center setting, and customers repurchase behaviour.
International journal of marketing, communication and new media, Jun 30, 2021
Sustainability and co-creation of value are two current topics for the marketing field. The purpo... more Sustainability and co-creation of value are two current topics for the marketing field. The purpose of this paper is to develop a systematic literature review taken these two topics together to highlight their implications to Sustainable Marketing. A systematic literature review about Sustainability and Value co-creation is performed based on papers published between 2010 and 2020, indexed on Web of Science. Bibliometric results indicate a significant increase in the number of articles, journals and authors for the two fields considered together over the last 10 years (2010-2020). Our research highlights the recent greater visibility of Sustainability and of Value co-creation, and of the relationship between the two fields, particularly in the last 5 years. We found that those studies are mostly related with Sustainable Development, Innovation in Design and Services, Corporate Social Responsibility, Business Networks, Customer Engagement, Business Models, Dominant Logic in Services and others residual fields (as, for instance Medicine and Health), and the need to complement the literature relating it with Services and with B2B relationships. We conclude that both sustainability and value co-creation are topics that discuss how firms and customers can interact over time for sustainable development. In addition, this paper shows that the research conciliating the two theoretical areas is scarce, which is an opportunity to develop the literature. Thus, our research highlights that theoretical and empirical research relating sustainability and value co-creation is need in order to develop the literature on Sustainable Marketing.
International Journal of Bank Marketing, Dec 1, 2000
Conceptual analyses of buyer-seller interaction in services are rare, particularly with reference... more Conceptual analyses of buyer-seller interaction in services are rare, particularly with reference to banking and financial services in general. This paper tries to apply the industrial network paradigm to relationships between firms and commercial banks in Portugal. It is argued that ...
This paper looks at the evolution of business banking relationships regarding the stability of th... more This paper looks at the evolution of business banking relationships regarding the stability of the volume of trade between corporate clients and their banks. Ten cases of dyadic relationships were studied. For each relationship, we looked at the variations in trade volume both within calendar years (short periods of time) and throughout the duration of the relationship (long periods of time). Theses cases were compared in terms of their atmospheres (co-operation, accessibility, commitment, trust and conflict), the strength and the kind of bonds, and the existence (or not) of connected relationships. Both the bonds between clients and banks, and those to connected bank relationships seem to contribute to the stability of relationships. Also, there is no relation between the stability of a banking relationship and its atmosphere. Finally, ten factors were identified that can interfere with relationships for short periods of time: three factors concern the client (bargaining behaviour, power, and financial and economic situation), two factors concern the bank (personnel turnover and risk policy), and another two have to do with the transactions (cost, and financial and economic risk). Finally, three factors are 'external' to the relationships (connected relationships, market competitiveness, and sociopolitical/legal factors). Positive and negative impacts on relationships stability are discussed.
International Journal of Bank Marketing, Dec 1, 2005
PurposeThe paper aims to discuss the interaction processes and short‐term behaviours and motives ... more PurposeThe paper aims to discuss the interaction processes and short‐term behaviours and motives in long‐term relationships between banks and their corporate clients.Design/methodology/approachThe discussion is based on findings from four Portuguese case studies. Interviews made to major actors on both sides of each relationship were transcribed and analysed to investigate the buyer‐seller interaction process, and the interplay between the actors involved.FindingsThe paper contributes to knowledge concerning the nature of business banking relationships, provides insights about instability and stress therein, and suggests some factors that can generate or intensify that instability. Short‐term irregularities and stress are found to arise in the context of relationships' longer‐term continuity and stability.Research limitations/implicationsThe irregularities found were endogenous to the relationships and originated from one of the actors or from the transaction. No exogenous factors were analysed and further research should be done about them. Some instability was found associated with clients keeping a portfolio of banking relationships, but the management of such portfolios is largely unstudied, begging for more work. It is also suggested that the present study be replicated in other countries and contexts for comparative analyses.Practical implicationsThe paper provides a framework for corporate managers and bankers alike to better understand the process of banking relationships. It highlights some factors that should be monitored as they impact on buying behaviour and on the interplay between banks and firms.Originality/valueThe paper highlights some “stress” factors that can impact on buying behaviour and on the interplay between banks and firms, providing a new insight about the instability of business relationships in the banking business, and suggests some factors that can generate or intensify that instability.
Since most of the literature on outsourcing focuses only to the buying (outsourcing) company, thi... more Since most of the literature on outsourcing focuses only to the buying (outsourcing) company, this paper aims to highlight the supplier's side from a relational perspective. The paper stresses the importance of business relationships between suppliers of outsourced activities and their customers. The paper's purpose is specified in two research questions: (1) how is value created within outsourcing and (2) how does the supplier interact with the outsourcing company? Our method relies on an in-depth qualitative case study of Logoplaste, a Portuguese packaging company which supplies large consumer goods manufacturers through complex outsourcing activities. Our analysis identifies three key dimensions of outsourcing relationships: (1) value co-creation via inter-firm coordination (as opposed to unilateral externalization of activities); (2) mutual dependence between supplier and customer due to the supplier's taking over activities; and (3) the blurring of organizational boundaries because of mutual dependence. These dimensions manifest themselves, even though in different degrees, after the initiation of any outsourcing relationship: these variables are new to the literature on outsourcing, which focuses on the ex ante dimensions that influence the customer's pre-relational choices such as "make or buy" and relationship type.
This paper discusses the nature of financial business relationships by drawing on the IMP Group’s... more This paper discusses the nature of financial business relationships by drawing on the IMP Group’s theory of industrial relationships. It discusses, among other aspects, the interaction process between banks and their corporate clients, the longevity of relationships, the interdependence between both sides, and the atmosphere of financial services relationships. The conclusions are thought to be interesting and useful for the
Revista de Estudios e Investigación en Psicología y Educación, Dec 17, 2017
Assente num paradigma que tem por meta a aprendizagem, e não apenas o ensino, e partindo do enten... more Assente num paradigma que tem por meta a aprendizagem, e não apenas o ensino, e partindo do entendimento de que a Universidade pode, e deve, construir ambientes que favoreçam o desenvolvimento global do estudante, este artigo descreve e mostra como a implementação de Clubes de Estudantes (CE) desenvolve as competências pessoais e sociais dos estudantes. O artigo analisa o processo de implementação dos CE e as principais atividades de cinco CE universitários e, evidencia que estes são espaços pedagógicos de desenvolvimento de competências de vida e de estímulo ao empreendedorismo, para os estudantes.
International Review on Public and Nonprofit Marketing, 2012
The purpose of this paper is to identify the different types of motivations in hospital volunteer... more The purpose of this paper is to identify the different types of motivations in hospital volunteers. We present a literature review about different types of motivation and we collect data from hospital volunteers through a questionnaire. Four different motivation categories are identified: development and learning, altruism, career recognition and belonging and protection. The main motivations expressed are development and learning, followed by altruism. Belonging and protection, followed by career recognition are the least cited motivations. Career recognition is negatively correlated with age, and belonging/ protection is negatively correlated with education. That is, younger volunteers present more career recognition motives and less educated volunteers have more from protection and belonging. This study encompasses hospital volunteers and their motivations. The paper is useful to policy makers aiming to develop targeted approaches to attracting and retaining volunteers. Keywords Hospital volunteers. Motivations. Development and learning 1 Introduction "From the end of the 1970s onwards, interest in the non-profit (NPO) sector started to grow" (Borzaga and Santuari 2003: 32). Interest in this sector progressively increased, particularly due to its ability to provide new social services, its job creation potential and its capacity to promote social cohesion (Borzaga and Santuari 2003). Recently the sector has witnessed spectacular growth in numbers and scope, and its organisations are active in an enormous spectrum of activities-from welfare services to leisure pursuits, from political pressure groups to arts and hobby groups (Lewis 2001). "The non-profit sector has transformed itself from the somewhat informal and inchoate world of philanthropy and charities to a more rationalized world where non-profit organisations model themselves on business corporations or government agencies" (Musick and Wilson 2008: 6). There is clearly a growing concern with the management resulting from recent changes in NPOs and in their environment evidenced by the fact that it is increasingly seen as an important area for them, however, this does not mean that there is not much resistance on this approach (Ferreira 2004). In countries where the non-profit sector is well established NPOs are becoming more entrepreneurial, experimenting with innovative ways of raising funds and designing new evaluation tools (OECD 2003). The contribution of social or non-profit enterprises has been enormous and diverse and since they are connected to the marketplace it has become important for marketers (Briggs et al. 2010) and the use of marketing concepts in a broader range is not new (Yavas and Riecken 1985). However, the increase in the number of third sector organisations has not been accompanied by an equal growth in the availability of resources, therefore, NPOs are taking a more practical approach and are using techniques and processes which are more frequently seen in the for-profit sector (Randle and Dolnicar 2009). Sometimes they are less clear about the meaning of marketing, connecting it primarily with fundraising and not with communicating with clients or volunteers (Pope et al. 2009). Because marketing and public policy is a subfield that involves difficult research problems involving behavioural effects there are still some questions to address, including the way people can be persuaded through the use of social advertising or other social marketing tools (Bloom 1997; Wei et al. 2012; Wymer 2012). Unexpectedly, marketing role in volunteer recruitment has been largely overlooked (Yavas and Riecken 1985). NPO clients such as homeless or sick people can be identified as the final beneficiaries, although in our work we concentrated on the volunteers of these organisations. We consider volunteers as NPOs stakeholders (Ben-Ner and Hoomissen 1991; Braga and Carvalho 2010) since they can be understood as a group that affects or can be affected by organizations' actions (Freeman 1984; Hsieh et al. 2008) and can even be considered as strategic stakeholders since volunteers can influence the achievement of NPOs objectives (Frooman 1999). According to Freeman (1984), organisations must develop strategies for each stakeholders group, without forgetting that this is dynamic process (Hsieh et al. 2008), so understanding volunteers' motivations is essential to NPOs. Volunteering has long been underestimated , under-researched and undervalued, and only recently has the importance and value of volunteering begun to be recognised (Alfansi and Atmaja 2009). At the same time, the need for volunteers is unquestioned (Burns et al. 2006, 2008). Volunteers make considerable contributions to supporting communities at various levels through an abundant variety of activities (e.g. recreational activities in nursing homes, coaching kids in local sport clubs, support networks for the homeless, counselling, assisting major sports and cultural events, etc) (Cuskelly et al. 2006). Nearly 39.5 million people in FTE (full time employment) are employed in the non-profit sector (excluding traditional cooperatives) in the 35 countries studied by the
The purpose of this study is to investigate and discuss the challenges namely, the barriers and s... more The purpose of this study is to investigate and discuss the challenges namely, the barriers and solutions to developing return supply chain policies in automotive industry. This industry has been suffering governmental pressure to achieve sustainability in all industrial processes. The solution is to reorganize the supply chain and rethink the product from the beginning (closed-loop supply chain evolving to cradle-to-cradle supply chain); however, the literature about this process is scarce. This paper presents exploratory research into the automotive supply chain in order to study the processes developed to achieve more sustainable supply chains. A strategic business net is used as theoretical sample to collect data. The results show that climate change concerns and governmental guidelines lead to sustainable organizational culture. It was found that sustainability is integrated in all processes, which affects business interaction with partners. The business interaction is difficul...
Information Systems and e-Business Management, 2009
In service systems, variability is encountered in many components, interfaces, and entities inter... more In service systems, variability is encountered in many components, interfaces, and entities interacting with the system. There could be variations in service system performance across different usage situations and conditions. There could be operator-introduced variations in operating the system, and there could be customerintroduced variability in service operations. Since the specific usage of the service system and the usage conditions can vary, the resultant variations in service performance can impact consumer preferences for and satisfaction with the service system. While some variability has a negative impact on customers, other kinds of variations may be preferred by customers. In designing service systems, one has to understand the sources and types of variability. Any service system that is designed should be robust to these variations-both in system performances and consumer preferences and satisfaction. Achieving the robustness criteria, however, implies consideration of a large number of design criteria across multiple functions-both system design and customer-facing functions. In this paper, we present the factors that need to be considered in service system design which encounter variations not only in usage, but also in operator and customer skill levels, perception of system complexity, preference and satisfaction. We identify the research issues involved and present a general framework to tackle such service system design problems. .
This article discusses motivations and inhibitions among celebrities to participate in health-rel... more This article discusses motivations and inhibitions among celebrities to participate in health-related social marketing. The research identifies the implications that this involvement may have upon their lives. Results from in-depth interviews with 27 Portuguese celebrities show that they expect a fee for endorsements of commercial and government social marketing, despite the positive image they may gain from endorsing public health. The results demonstrate an absence of celebrity prejudice against HIV because of its serious nature and the social stigma attached to AIDS. This research suggests there is a positive bias and presents helpful information for negotiations between institutions and celebrities.
The literature shows that companies increasingly need to become more sustainable. To achieve sust... more The literature shows that companies increasingly need to become more sustainable. To achieve sustainable development, supply chain management needs to be related to sustainable business practices, which include relevant values and sustainable purchasing policies. Focusing on these principles on the topic of coffee, this study shows the difficulties associated with this product. The study finds that coffee production is dependent on factors unrelated to management. This paper presents a case study of Delta Cafés owned by Grupo Nabeiro, a Portuguese company that shows relevant ways of achieving sustainable business methods to be incorporated in supply chain management. Our research shows a business based on sustainable, efficient handling of the food safety of its product and certification along the supply chain, as well as an adaptable purchasing policy. By reviewing the literature and information provided by the company, we confirm that the case study is a business leader in innovat...
After a service failure, customers want to be treated with fairness. They expect the firm to perf... more After a service failure, customers want to be treated with fairness. They expect the firm to perform quickly without having to wait for the failure resolution. The primary goal of this study is to investigate whether the service recovery paradox (SRP) exists. In addition, the study also explores whether timeliness and compensation can influence it and whether gender differences occur. SRP appears as an important phenomenon to both academics and practitioners because it is seen as an opportunity to achieve higher levels of customer satisfaction through effective service recovery processes. An empirical study of mobile telecommunications customers' complaints, in a call center setting, validated the influence of timeliness and compensation on SPR. It was also found that no differences between men and women were noted on the above relations. Managers must understand that quick failures resolution and compensation will not only enhance customer satisfaction but also prevent potential switching behavior.
This research aims to contribute to the growing body of knowledge of Collaborative Consumption (C... more This research aims to contribute to the growing body of knowledge of Collaborative Consumption (CC) by exploring the motivations that influence the use of Peer-to-Peer (P2P) accommodation platforms from the demand side. There has been a significant increase in interest in sustainable choices regarding P2P accommodation in recent years. To address this gap and contribute to the collaborative consumption and P2P accommodation theory a quantitative study was conducted through a survey yielding 235 responses from both users and non-users of P2P platforms. The findings of this study suggest that P2P accommodation platform usage is influenced by multiple motivations, including sustainability, belonging, economic benefits, and convenience. Interestingly, the study also found that individuals with higher levels of academic qualifications are more likely to adopt this mode of consumption. Moreover, the study is the first of its kind to quantitatively address this topic and, therefore, contri...
Objetivos: Este estudo tem como objetivos perceber a tendencia atual do fenomeno do outsourcing d... more Objetivos: Este estudo tem como objetivos perceber a tendencia atual do fenomeno do outsourcing das atividades de marketing, identificar quais os fatores que influenciam a respetiva tomada de decisao e quais as atividades mais propensas a essa tendencia. Metodologia : O estudo baseia-se nas opinioes de profissionais de marketing sobre os fatores que influenciam a tomada de decisao do outsourcing das atividades de marketing e, na utilizacao do modelo de apoio a tomada de decisao - Analytic Hierarchy Process de Thomas Saaty, para identificacao dos fatores determinantes do processo de outsourcing. Resultados: Os fatores estrategicos foram os que revelaram ter maior influencia no processo de tomada de decisao do outsourcing das atividades de marketing, seguidos dos fatores economicos. Este estudo permitiu, ainda, perceber que as principais atividades de marketing que sao contratadas em regime de outsourcing sao a publicidade, o webmarketing , as relacoes publicas e a organizacao de even...
This paper aims to review the literature about negative outcomes associated with the implementati... more This paper aims to review the literature about negative outcomes associated with the implementation of sustainable business practices (SBP) embedded in supply chains (SC). We investigate and discuss this literature in order to understand how business relationships (BR) may be affected with the implementation of SBP. We developed a literature review that evaluated 134 articles indexed at the Web of Science (98) and SCOPUS (36) databases. After the abstracts’ reading and analyses, 36 papers were examined using the inclusion and exclusion criteria, which resulted on the additional exclusion of 25 papers. Then, we analyse and discuss in detail the remaining 11 selected articles. The analysis shows the negative consequences associated with the implementation of SBP in BR among SC partners, namely the emergence of an atmosphere of tension, disagreement or conflict and the business partners’ perception of frustration. The negative outcomes are emphasized by the costs of implementing SB...
Lecture Notes in Business Information Processing, 2015
This study aimed to test the relationship between service convenience (time and effort expenditur... more This study aimed to test the relationship between service convenience (time and effort expenditures), in a Call Center setting, and customers repurchase behaviour.
International journal of marketing, communication and new media, Jun 30, 2021
Sustainability and co-creation of value are two current topics for the marketing field. The purpo... more Sustainability and co-creation of value are two current topics for the marketing field. The purpose of this paper is to develop a systematic literature review taken these two topics together to highlight their implications to Sustainable Marketing. A systematic literature review about Sustainability and Value co-creation is performed based on papers published between 2010 and 2020, indexed on Web of Science. Bibliometric results indicate a significant increase in the number of articles, journals and authors for the two fields considered together over the last 10 years (2010-2020). Our research highlights the recent greater visibility of Sustainability and of Value co-creation, and of the relationship between the two fields, particularly in the last 5 years. We found that those studies are mostly related with Sustainable Development, Innovation in Design and Services, Corporate Social Responsibility, Business Networks, Customer Engagement, Business Models, Dominant Logic in Services and others residual fields (as, for instance Medicine and Health), and the need to complement the literature relating it with Services and with B2B relationships. We conclude that both sustainability and value co-creation are topics that discuss how firms and customers can interact over time for sustainable development. In addition, this paper shows that the research conciliating the two theoretical areas is scarce, which is an opportunity to develop the literature. Thus, our research highlights that theoretical and empirical research relating sustainability and value co-creation is need in order to develop the literature on Sustainable Marketing.
International Journal of Bank Marketing, Dec 1, 2000
Conceptual analyses of buyer-seller interaction in services are rare, particularly with reference... more Conceptual analyses of buyer-seller interaction in services are rare, particularly with reference to banking and financial services in general. This paper tries to apply the industrial network paradigm to relationships between firms and commercial banks in Portugal. It is argued that ...
This paper looks at the evolution of business banking relationships regarding the stability of th... more This paper looks at the evolution of business banking relationships regarding the stability of the volume of trade between corporate clients and their banks. Ten cases of dyadic relationships were studied. For each relationship, we looked at the variations in trade volume both within calendar years (short periods of time) and throughout the duration of the relationship (long periods of time). Theses cases were compared in terms of their atmospheres (co-operation, accessibility, commitment, trust and conflict), the strength and the kind of bonds, and the existence (or not) of connected relationships. Both the bonds between clients and banks, and those to connected bank relationships seem to contribute to the stability of relationships. Also, there is no relation between the stability of a banking relationship and its atmosphere. Finally, ten factors were identified that can interfere with relationships for short periods of time: three factors concern the client (bargaining behaviour, power, and financial and economic situation), two factors concern the bank (personnel turnover and risk policy), and another two have to do with the transactions (cost, and financial and economic risk). Finally, three factors are 'external' to the relationships (connected relationships, market competitiveness, and sociopolitical/legal factors). Positive and negative impacts on relationships stability are discussed.
International Journal of Bank Marketing, Dec 1, 2005
PurposeThe paper aims to discuss the interaction processes and short‐term behaviours and motives ... more PurposeThe paper aims to discuss the interaction processes and short‐term behaviours and motives in long‐term relationships between banks and their corporate clients.Design/methodology/approachThe discussion is based on findings from four Portuguese case studies. Interviews made to major actors on both sides of each relationship were transcribed and analysed to investigate the buyer‐seller interaction process, and the interplay between the actors involved.FindingsThe paper contributes to knowledge concerning the nature of business banking relationships, provides insights about instability and stress therein, and suggests some factors that can generate or intensify that instability. Short‐term irregularities and stress are found to arise in the context of relationships' longer‐term continuity and stability.Research limitations/implicationsThe irregularities found were endogenous to the relationships and originated from one of the actors or from the transaction. No exogenous factors were analysed and further research should be done about them. Some instability was found associated with clients keeping a portfolio of banking relationships, but the management of such portfolios is largely unstudied, begging for more work. It is also suggested that the present study be replicated in other countries and contexts for comparative analyses.Practical implicationsThe paper provides a framework for corporate managers and bankers alike to better understand the process of banking relationships. It highlights some factors that should be monitored as they impact on buying behaviour and on the interplay between banks and firms.Originality/valueThe paper highlights some “stress” factors that can impact on buying behaviour and on the interplay between banks and firms, providing a new insight about the instability of business relationships in the banking business, and suggests some factors that can generate or intensify that instability.
Since most of the literature on outsourcing focuses only to the buying (outsourcing) company, thi... more Since most of the literature on outsourcing focuses only to the buying (outsourcing) company, this paper aims to highlight the supplier's side from a relational perspective. The paper stresses the importance of business relationships between suppliers of outsourced activities and their customers. The paper's purpose is specified in two research questions: (1) how is value created within outsourcing and (2) how does the supplier interact with the outsourcing company? Our method relies on an in-depth qualitative case study of Logoplaste, a Portuguese packaging company which supplies large consumer goods manufacturers through complex outsourcing activities. Our analysis identifies three key dimensions of outsourcing relationships: (1) value co-creation via inter-firm coordination (as opposed to unilateral externalization of activities); (2) mutual dependence between supplier and customer due to the supplier's taking over activities; and (3) the blurring of organizational boundaries because of mutual dependence. These dimensions manifest themselves, even though in different degrees, after the initiation of any outsourcing relationship: these variables are new to the literature on outsourcing, which focuses on the ex ante dimensions that influence the customer's pre-relational choices such as "make or buy" and relationship type.
This paper discusses the nature of financial business relationships by drawing on the IMP Group’s... more This paper discusses the nature of financial business relationships by drawing on the IMP Group’s theory of industrial relationships. It discusses, among other aspects, the interaction process between banks and their corporate clients, the longevity of relationships, the interdependence between both sides, and the atmosphere of financial services relationships. The conclusions are thought to be interesting and useful for the
Revista de Estudios e Investigación en Psicología y Educación, Dec 17, 2017
Assente num paradigma que tem por meta a aprendizagem, e não apenas o ensino, e partindo do enten... more Assente num paradigma que tem por meta a aprendizagem, e não apenas o ensino, e partindo do entendimento de que a Universidade pode, e deve, construir ambientes que favoreçam o desenvolvimento global do estudante, este artigo descreve e mostra como a implementação de Clubes de Estudantes (CE) desenvolve as competências pessoais e sociais dos estudantes. O artigo analisa o processo de implementação dos CE e as principais atividades de cinco CE universitários e, evidencia que estes são espaços pedagógicos de desenvolvimento de competências de vida e de estímulo ao empreendedorismo, para os estudantes.
International Review on Public and Nonprofit Marketing, 2012
The purpose of this paper is to identify the different types of motivations in hospital volunteer... more The purpose of this paper is to identify the different types of motivations in hospital volunteers. We present a literature review about different types of motivation and we collect data from hospital volunteers through a questionnaire. Four different motivation categories are identified: development and learning, altruism, career recognition and belonging and protection. The main motivations expressed are development and learning, followed by altruism. Belonging and protection, followed by career recognition are the least cited motivations. Career recognition is negatively correlated with age, and belonging/ protection is negatively correlated with education. That is, younger volunteers present more career recognition motives and less educated volunteers have more from protection and belonging. This study encompasses hospital volunteers and their motivations. The paper is useful to policy makers aiming to develop targeted approaches to attracting and retaining volunteers. Keywords Hospital volunteers. Motivations. Development and learning 1 Introduction "From the end of the 1970s onwards, interest in the non-profit (NPO) sector started to grow" (Borzaga and Santuari 2003: 32). Interest in this sector progressively increased, particularly due to its ability to provide new social services, its job creation potential and its capacity to promote social cohesion (Borzaga and Santuari 2003). Recently the sector has witnessed spectacular growth in numbers and scope, and its organisations are active in an enormous spectrum of activities-from welfare services to leisure pursuits, from political pressure groups to arts and hobby groups (Lewis 2001). "The non-profit sector has transformed itself from the somewhat informal and inchoate world of philanthropy and charities to a more rationalized world where non-profit organisations model themselves on business corporations or government agencies" (Musick and Wilson 2008: 6). There is clearly a growing concern with the management resulting from recent changes in NPOs and in their environment evidenced by the fact that it is increasingly seen as an important area for them, however, this does not mean that there is not much resistance on this approach (Ferreira 2004). In countries where the non-profit sector is well established NPOs are becoming more entrepreneurial, experimenting with innovative ways of raising funds and designing new evaluation tools (OECD 2003). The contribution of social or non-profit enterprises has been enormous and diverse and since they are connected to the marketplace it has become important for marketers (Briggs et al. 2010) and the use of marketing concepts in a broader range is not new (Yavas and Riecken 1985). However, the increase in the number of third sector organisations has not been accompanied by an equal growth in the availability of resources, therefore, NPOs are taking a more practical approach and are using techniques and processes which are more frequently seen in the for-profit sector (Randle and Dolnicar 2009). Sometimes they are less clear about the meaning of marketing, connecting it primarily with fundraising and not with communicating with clients or volunteers (Pope et al. 2009). Because marketing and public policy is a subfield that involves difficult research problems involving behavioural effects there are still some questions to address, including the way people can be persuaded through the use of social advertising or other social marketing tools (Bloom 1997; Wei et al. 2012; Wymer 2012). Unexpectedly, marketing role in volunteer recruitment has been largely overlooked (Yavas and Riecken 1985). NPO clients such as homeless or sick people can be identified as the final beneficiaries, although in our work we concentrated on the volunteers of these organisations. We consider volunteers as NPOs stakeholders (Ben-Ner and Hoomissen 1991; Braga and Carvalho 2010) since they can be understood as a group that affects or can be affected by organizations' actions (Freeman 1984; Hsieh et al. 2008) and can even be considered as strategic stakeholders since volunteers can influence the achievement of NPOs objectives (Frooman 1999). According to Freeman (1984), organisations must develop strategies for each stakeholders group, without forgetting that this is dynamic process (Hsieh et al. 2008), so understanding volunteers' motivations is essential to NPOs. Volunteering has long been underestimated , under-researched and undervalued, and only recently has the importance and value of volunteering begun to be recognised (Alfansi and Atmaja 2009). At the same time, the need for volunteers is unquestioned (Burns et al. 2006, 2008). Volunteers make considerable contributions to supporting communities at various levels through an abundant variety of activities (e.g. recreational activities in nursing homes, coaching kids in local sport clubs, support networks for the homeless, counselling, assisting major sports and cultural events, etc) (Cuskelly et al. 2006). Nearly 39.5 million people in FTE (full time employment) are employed in the non-profit sector (excluding traditional cooperatives) in the 35 countries studied by the
The purpose of this study is to investigate and discuss the challenges namely, the barriers and s... more The purpose of this study is to investigate and discuss the challenges namely, the barriers and solutions to developing return supply chain policies in automotive industry. This industry has been suffering governmental pressure to achieve sustainability in all industrial processes. The solution is to reorganize the supply chain and rethink the product from the beginning (closed-loop supply chain evolving to cradle-to-cradle supply chain); however, the literature about this process is scarce. This paper presents exploratory research into the automotive supply chain in order to study the processes developed to achieve more sustainable supply chains. A strategic business net is used as theoretical sample to collect data. The results show that climate change concerns and governmental guidelines lead to sustainable organizational culture. It was found that sustainability is integrated in all processes, which affects business interaction with partners. The business interaction is difficul...
Information Systems and e-Business Management, 2009
In service systems, variability is encountered in many components, interfaces, and entities inter... more In service systems, variability is encountered in many components, interfaces, and entities interacting with the system. There could be variations in service system performance across different usage situations and conditions. There could be operator-introduced variations in operating the system, and there could be customerintroduced variability in service operations. Since the specific usage of the service system and the usage conditions can vary, the resultant variations in service performance can impact consumer preferences for and satisfaction with the service system. While some variability has a negative impact on customers, other kinds of variations may be preferred by customers. In designing service systems, one has to understand the sources and types of variability. Any service system that is designed should be robust to these variations-both in system performances and consumer preferences and satisfaction. Achieving the robustness criteria, however, implies consideration of a large number of design criteria across multiple functions-both system design and customer-facing functions. In this paper, we present the factors that need to be considered in service system design which encounter variations not only in usage, but also in operator and customer skill levels, perception of system complexity, preference and satisfaction. We identify the research issues involved and present a general framework to tackle such service system design problems. .
This article discusses motivations and inhibitions among celebrities to participate in health-rel... more This article discusses motivations and inhibitions among celebrities to participate in health-related social marketing. The research identifies the implications that this involvement may have upon their lives. Results from in-depth interviews with 27 Portuguese celebrities show that they expect a fee for endorsements of commercial and government social marketing, despite the positive image they may gain from endorsing public health. The results demonstrate an absence of celebrity prejudice against HIV because of its serious nature and the social stigma attached to AIDS. This research suggests there is a positive bias and presents helpful information for negotiations between institutions and celebrities.
The literature shows that companies increasingly need to become more sustainable. To achieve sust... more The literature shows that companies increasingly need to become more sustainable. To achieve sustainable development, supply chain management needs to be related to sustainable business practices, which include relevant values and sustainable purchasing policies. Focusing on these principles on the topic of coffee, this study shows the difficulties associated with this product. The study finds that coffee production is dependent on factors unrelated to management. This paper presents a case study of Delta Cafés owned by Grupo Nabeiro, a Portuguese company that shows relevant ways of achieving sustainable business methods to be incorporated in supply chain management. Our research shows a business based on sustainable, efficient handling of the food safety of its product and certification along the supply chain, as well as an adaptable purchasing policy. By reviewing the literature and information provided by the company, we confirm that the case study is a business leader in innovat...
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