Pedro G.C. Pio, Tiago Sigahi, Izabela Simon Rampasso, Eduardo Guilherme Satolo, Milena Pavan Serafim, Osvaldo L.G. Quelhas, Walter Leal Filho and Rosley Anholon
This paper compares traditional and digital banks in nine categories of complaints and provides insights to improve complaint management performance.
Abstract
Purpose
This paper compares traditional and digital banks in nine categories of complaints and provides insights to improve complaint management performance.
Design/methodology/approach
A sample of the major Brazilian banks was defined, with four traditional and four digital banks. The grey relational analysis (GRA) method was applied as an analytical tool to compare the most frequent complaints of traditional and digital banks. The most critical complaints identified were considered to discuss potential improvements in complaint management using quality and service management system concepts.
Findings
The GRA method enabled the development of a ranking of nine complaint categories, considering the uncertainty involved in the data and differentiating between traditional and digital banks. The most critical complaint categories, regardless of business model, were “unauthorized charges” and “poor service,” which were ranked first and second in the frequency rankings. Traditional and digital banks differed the most in the complaint category “unfair charge,” ranking third and eighth in the rankings, respectively.
Practical implications
Managers from traditional and digital banks can improve complaint management performance by applying ISO 9001 and ISO 20000 concepts such as incident, problem, change, service level, availability, capacity, information technology service continuity and financial management.
Social implications
The study's findings can help bank managers improve service levels in the face of technological competition. Improving these organizations is an important factor for developing countries such as Brazil.
Originality/value
This paper reveals the differences between two business models regarding complaint management. It also considers a methodological approach to include the uncertainty related to customers' perception and subjectivity inherent to complaints.
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Pedro Carmona Pio, Izabela Simon Rampasso, Gustavo Tietz Cazeri, Luis Antonio Santa-Eulalia, Milena Pavan Serafim and Rosley Anholon
The present study aimed to evaluate how Brazilian companies from different sectors are developing human resources practices in the context of Industry 4.0 and which of these…
Abstract
Purpose
The present study aimed to evaluate how Brazilian companies from different sectors are developing human resources practices in the context of Industry 4.0 and which of these practices allows better differentiate of companies.
Design/methodology/approach
After a systematic literature review to identify the most important human resources practices in the context of Industry 4.0, a survey with professionals from human resources area of companies operating in Brazil was carried out. Data analysis was performed through frequency evaluation and CRITIC method (Criteria Importance Through Intercriteria Correlation). CRITIC method was used to identify the practices that best differentiate the studied companies.
Findings
The analysed companies are in different evolutionary stages regarding how human resources management practices are adapting to the Industry 4.0 context. Few companies have presented reliable results to better support the transition process. Practices related to evaluating employee performance in this context, estimating the needs of financial resources and time for the training required by Industry 4.0 and establishing systems to recognise talents among employees who already work for the company are the practices that best differentiate companies.
Originality/value
There are few studies on this topic for Brazilian context. The information presented in this article can be useful for professionals and researchers.
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Indigenous entrepreneurship and hybrid venture creation represents a significant opportunity for Indigenous peoples to build vibrant Indigenous-led economies that support…
Abstract
Indigenous entrepreneurship and hybrid venture creation represents a significant opportunity for Indigenous peoples to build vibrant Indigenous-led economies that support sustainable economic development and well-being. It is a means by which they can assert their rights to design, develop and maintain Indigenous-centric political, economic and social systems and institutions. In order to develop an integrated and comprehensive understanding of the intersection between Indigenous entrepreneurship and hybrid ventures, this chapter adopts a case study approach to examining Indigenous entrepreneurship and the underlying global trends that have influenced the design, structure and mission of Indigenous hybrid ventures. The cases present how Indigenous entrepreneurial ventures are, first and foremost, hybrid ventures that are responsive to community needs, values, cultures and traditions. They demonstrate that Indigenous entrepreneurship and hybrid ventures are more successful when the rights of Indigenous peoples are addressed and when these initiatives are led by or engage Indigenous communities. The chapter concludes with a conceptual model that can be applied to generate insights into the complex interrelationships and interdependencies that influence the formation of Indigenous hybrid ventures and value creation strategies according to three dimensions: (i) the overarching dimension of indigeneity and Indigenous rights; (ii) indigenous community orientations and (iii) indigenous hybrid venture creation considerations.
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André L. Cavalcanti, João J. M. Ferreira, Pedro Mota Veiga, Marina Dabic and Natanya Meyer
This study aims to analyze the entrepreneurial intention (EI) manifested by potential entrepreneurs for LGBT (lesbian, gay, bisexual, and transgender) and traditional markets…
Abstract
Purpose
This study aims to analyze the entrepreneurial intention (EI) manifested by potential entrepreneurs for LGBT (lesbian, gay, bisexual, and transgender) and traditional markets, thereby tracing a comparative EI for both markets. The intention is to understand the vision of potential future entrepreneurs related to markets focused on the LGBT public (i.e. if entrepreneurs perceive this market as an option for future business).
Design/methodology/approach
Using a quantitative research design, data were collected from a sample of 157 students in Brazil and analyzed by applying structural equation modeling.
Findings
This study primarily identified a difference between EI when comparing the focus on LGBT and traditional markets. Results show that the impact of personal attitude is significantly higher on EI for general markets (all markets) than for markets focused on LGBT audiences. Furthermore, the impact on entrepreneurship for traditional markets is generally significantly lower than for the LGBT market.
Originality/value
The study explored the EI for LGBT markets, which has not been studied extensively. It aims to gain a better understanding of various aspects that may influence the decision-making and perceptions of potential future entrepreneurs. Furthermore, the study compares traditional and LGBT audiences, providing valuable insights for potential future entrepreneurs in both scenarios. This comparison is a unique contribution to the literature and contributes to important analyses and debates.
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Rocío Ortiz, Juan Manuel Macias-Bernal and Pilar Ortiz
The purpose of this paper is to present research on vulnerability and service life indexes applied to cultural heritage buildings. The construction and rehabilitation industry is…
Abstract
Purpose
The purpose of this paper is to present research on vulnerability and service life indexes applied to cultural heritage buildings. The construction and rehabilitation industry is concerned with the maintenance of monuments and reducing the economic costs of urgent interventions by taking preventive conservation action in historic cities. By applying a vulnerability index or analyzing the service life of buildings, it is possible to reduce risk and optimize the identification, evaluation and prioritization of urgent monument restoration tasks in a city or a region to establish preventive conservation policies.
Design/methodology/approach
This research sets out the concepts of vulnerability and service life, focusing on their methodologies in comparison with other techniques for building diagnosis, discussing the differences between indexes that measure the vulnerability and service life of buildings.
Findings
The vulnerability of three churches in Seville (Spain) was studied by means of their vulnerability index, based on Delphi analysis, and the service life of these buildings was also assessed, based on artificial intelligence tools. Delphi and artificial intelligence tools allow us to compare and dovetail different scenarios and expert opinions. The degree of each monument’s conservation is defined as its vulnerability index, which is an indirect function of deterioration levels. The service life of buildings, on the other hand, includes the assessment of vulnerability and hazards.
Practical implications
This study is useful for stakeholders, including small and medium enterprises (SMEs) and policymakers, as an important reference on diagnosis, including updated, inexpensive and sustainable methodologies to manage the conservation of monuments, which are easy to implement in developed and developing countries. The application of vulnerability and/or service life indicators is crucial to ensuring the sustainability and improvement of maintenance carried out on cultural heritage buildings.
Originality/value
This study details new approaches based on artificial intelligence and Delphi analysis to prioritize preventive conservation actions in a city or region.
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J. Mendes da Silva, Romeu Vicente and Ana Cristina N. Subtil
The purpose of this paper is to report on the behaviour of the different types of façades used in the old town of Coimbra in Portugal when they are exposed to seismic activity.
Abstract
Purpose
The purpose of this paper is to report on the behaviour of the different types of façades used in the old town of Coimbra in Portugal when they are exposed to seismic activity.
Design/methodology/approach
Over 400 façades in the uptown, and 700 in the downtown of Coimbra were surveyed to determine their material and their current state of decay. Further investigations on two specific sites were undertaken to determine the effects of seismic activity on the façades.
Findings
The paper reports on the classification of the results from the different surveys into a web‐based database. In order to achieve this classification a geographic information system (GIS) tool was used to locate the different sites under investigation.
Originality/value
This paper combines the results of an investigation into the inspection of façades in Coimbra, Portugal, with a GIS tool and database to document the results of the different surveys for seismic activity.
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Mariano González-Delgado, Manuel Ferraz-Lorenzo and Cristian Machado-Trujillo
After World War II, an educational modernization process gained ground worldwide. International organizations such as UNESCO began to play a key role in the creation, development…
Abstract
Purpose
After World War II, an educational modernization process gained ground worldwide. International organizations such as UNESCO began to play a key role in the creation, development and dissemination of a new educational vision in different countries. This article examines the origin and development of this modernization process under the dictatorship of Franco. More specifically, we will show how the adoption of this conception in Spain must be understood from the perspective of the interaction between UNESCO and Franco's regime, and how the policies of the dictatorship converged with the proposals suggested by this international organization. Our principal argument is that the educational policies carried out in Spain throughout the second half of the 20th century can be better understood when inserted into a transnational perspective in education.
Design/methodology/approach
This article uses documents from archives that until now were unpublished or scarcely known. We have also analyzed materials published in the preeminent educational journals of the dictatorship, such as the Revista de Educación, Revista Española de Pedagogía, Bordón and Vida escolar, as well as documents published by the Spanish Ministry of National Education.
Findings
Franco's dictatorship built an educational narrative closely aligned with proposals put forward by UNESCO on educational planning after World War II. The educational policies created by the dictatorship were related to the new ideas that strove to link the educational system with economic and social development.
Originality/value
This article is inspired by a transnational history of education perspective. On the one hand, it traces the origins of educational modernization under Franco's regime, which represented a technocratic vision of education that is best understood as a result of the impact that international organizations had in the second half of the 20th century. On the other hand, it follows the intensifying relationship between the dictatorship and the educational ideas launched by UNESCO. Both aspects are little known and studied in Spain.