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Article
Publication date: 31 December 2021

Sérgio Guerreiro

This paper seeks to reflect on the impacts of the pandemic on the management of tourist destinations, discussing the role of destination-management organizations in the tourism…

1002

Abstract

Purpose

This paper seeks to reflect on the impacts of the pandemic on the management of tourist destinations, discussing the role of destination-management organizations in the tourism development model, as well as the challenges that these organizations must address to ensure an effective construction of a more sustainable and competitive tourism.

Design/methodology/approach

The methodology is based on a literature review linking destination management with pandemic and post-pandemic responses.

Findings

The COVID-19 pandemic represents an unprecedent shock to the tourism industry's growth model since World War II, challenging tourism stakeholders (destinations and companies) with several threats and opportunities to their future competitiveness. In addition to the massive impacts in terms of business development, the abrupt reduction of tourism demand and the significative loss of jobs, the pandemic also caused significant disruption in terms of destination-management models. In less than four months, the focus of Governments and Destination Management Organizations shifted from defining development models compatible with improving the quality of life of residents due to the emergence of the so-called overtourism phenomenon, to the urgent need to support the industry's survival, to preserve jobs and ensure conditions of safety for tourists and workers.

Originality/value

Demonstrates the need for a profound change in the paradigm of destination management so that the sector is prepared to face future shocks. It also proposes further discussion on the role of destination management in the recovery process of the tourism sector in global terms, given the challenges that these organizations face. The article also considers the ways in which destination management can be a fundamental tool in the process of building a more inclusive, sustainable and competitive future.

Details

Worldwide Hospitality and Tourism Themes, vol. 14 no. 1
Type: Research Article
ISSN: 1755-4217

Keywords

Available. Open Access. Open Access
Article
Publication date: 5 April 2023

Tomás Lopes and Sérgio Guerreiro

Testing business processes is crucial to assess the compliance of business process models with requirements. Automating this task optimizes testing efforts and reduces human error…

4749

Abstract

Purpose

Testing business processes is crucial to assess the compliance of business process models with requirements. Automating this task optimizes testing efforts and reduces human error while also providing improvement insights for the business process modeling activity. The primary purposes of this paper are to conduct a literature review of Business Process Model and Notation (BPMN) testing and formal verification and to propose the Business Process Evaluation and Research Framework for Enhancement and Continuous Testing (bPERFECT) framework, which aims to guide business process testing (BPT) research and implementation. Secondary objectives include (1) eliciting the existing types of testing, (2) evaluating their impact on efficiency and (3) assessing the formal verification techniques that complement testing.

Design/methodology/approach

The methodology used is based on Kitchenham's (2004) original procedures for conducting systematic literature reviews.

Findings

Results of this study indicate that three distinct business process model testing types can be found in the literature: black/gray-box, regression and integration. Testing and verification approaches differ in aspects such as awareness of test data, coverage criteria and auxiliary representations used. However, most solutions pose notable hindrances, such as BPMN element limitations, that lead to limited practicality.

Research limitations/implications

The databases selected in the review protocol may have excluded relevant studies on this topic. More databases and gray literature could also be considered for inclusion in this review.

Originality/value

Three main originality aspects are identified in this study as follows: (1) the classification of process model testing types, (2) the future trends foreseen for BPMN model testing and verification and (3) the bPERFECT framework for testing business processes.

Details

Business Process Management Journal, vol. 29 no. 8
Type: Research Article
ISSN: 1463-7154

Keywords

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Article
Publication date: 14 July 2020

Sérgio Guerreiro

The purposes of this paper are: (1) to identify what types of business process operation controllers are discussed in literature and how can they be classified in order to…

804

Abstract

Purpose

The purposes of this paper are: (1) to identify what types of business process operation controllers are discussed in literature and how can they be classified in order to establish the available body of knowledge in the literature, and then, (2) to identify which concepts are relevant for business process operation control and how are these concepts related in order to offer a reference model for assessing how well are control layers enforced in the dynamic stable nature of an enterprise' business processes operation.

Design/methodology/approach

One cycle of the circular framework for literature review as proposed by Vom Brocke et al. (2009) is followed. Five stages are comprised: (1) definition of review scope (Section 1 and 2), (2) conceptualization of topic (Section 3), (3) literature search (Section 4), (4) literature analysis and synthesis (Section 5), and (5) definition of a research agenda (Section 6 that also concludes the paper). Vom Brocke, J., Simons, A., Niehaves, B., Niehaves, B., Reimer, K., Plattfaut, R., and Cleven, A. (2009), “Reconstructing the giant: on the importance of rigour in documenting the literature search process”, ECIS 2009 Proceedings, Vol. 161.

Findings

Results indicate that (1) many studies exist in the literature, but no integrated knowledge is proposed, hindering the advance of knowledge in this field, (2) a knowledge gap exists between the implemented solutions and the conceptualization needed to generalize the solution to other contexts. Also, the ontology proposed provides a reference model for assessing the maturity of the business process control operation.

Research limitations/implications

The contents contained in the paper needs to be further deepened to include the concepts of “business process management” and “business process mining”, as well as a semantic equivalence study between concepts can integrate better this conceptual framework and identify similarities. Then, the relationship between industries and dynamically stable business processes operation concepts have not yet been fully investigated. Thirdly, the atypical curve of interest that business processes operational control has been receiving in literature is not fully understood.

Practical implications

Some example applications that could benefit from this ontology are (1) security policy for business processes fine grained access control; (2) business processes enforced with decentralized policies, e.g. blockchain; (3) business process compliance and change; or (4) intelligent enterprise decision-making process, e.g. using AI trained neural network to support the human decision to choose if a control actuation is positive or negative instead of relying only on human-based decisions.

Social implications

We understand that business process operation is a dynamically stable system, where steady motion is achieved with the continuous imposition of actor's actions. Therefore, all the work that contribute to the development of knowledge regarding the actor's actions in their execution environment offer the ability to optimize, and/or reengineering, business processes delivering more social value or better social conditions.

Originality/value

In the best of our knowledge this work is unique in the sense that integrates a set of concepts that is rarely, or never, combined. Table 3 corroborates this result.

Details

Business Process Management Journal, vol. 27 no. 1
Type: Research Article
ISSN: 1463-7154

Keywords

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Article
Publication date: 31 March 2022

Rafael Belchior, Sérgio Guerreiro, André Vasconcelos and Miguel Correia

The complexity of business environments often causes organizations to produce several inconsistent views of the same business process (BP), leading to fragmentation. BP view…

405

Abstract

Purpose

The complexity of business environments often causes organizations to produce several inconsistent views of the same business process (BP), leading to fragmentation. BP view integration attempts to produce an integrated view from different views of the same model, facilitating the management of BP models.

Design/methodology/approach

To study the trends of BP view integration, the authors conduct an extensive and systematic literature review to summarize findings since the 1970s. With a starting corpus of 918 documents, this survey draws up a systematic inventory of solutions used in academia and industry. By narrowing it down to 71 articles, the authors discuss in-depth 17 BP integration techniques papers, classifying each solution according to 9 criteria.

Findings

The authors' study shows that most view-integration methods (11) utilize annotation-based matching, based on formal merging rules. While most solutions are formalized, only approximately half are validated with a real-world use case scenario. View integration can be applied to areas other than database schema integration and BP view integration.

Practical implications

By summarizing existing knowledge up to June 2021, the authors explore possible future research directions. The authors highlight the application of view integration to the blockchain research area, where stakeholders can have different views on the same blockchain. The authors expect that this study contributes to interdisciplinary research across view integration, namely to the context of blockchain.

Originality/value

This survey serves to pave the way for future trends, where the authors highlight the application of view integration to blockchain research.

Details

Business Process Management Journal, vol. 28 no. 3
Type: Research Article
ISSN: 1463-7154

Keywords

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Article
Publication date: 7 November 2008

Reinaldo Guerreiro, Sérgio Rodrigues Bio and Elvira Vazquez Villamor Merschmann

This paper aims to assess the usefulness of cost‐to‐serve for customer profitability management through literature review and a case study in a food‐industry company.

6125

Abstract

Purpose

This paper aims to assess the usefulness of cost‐to‐serve for customer profitability management through literature review and a case study in a food‐industry company.

Design/methodology/approach

The research is based on a case study. The study presents the state‐of‐the‐art of the literature review related to cost‐to‐serve measurement and customer profitability analysis and a case study of a Brazilian food‐industry company with high operational complexity and an extensive customer product and commercial service line.

Findings

The literature review demonstrates that few empirical studies have actually addressed the problem of cost‐to‐serve measurement and customer profitability analysis. The findings of the study show that the measurement of cost‐to‐serve provides specific and detailed customer information that enables a more comprehensive customer profitability analysis than the classical paradigm.

Research limitations/implications

A single case study does not allow the results to be generalized to other organizations.

Originality/value

The paper includes a comprehensive review of literature and the empirical case study in a Brazilian food company offers additional insights in cost‐to‐serve measurement and customer profitability analysis.

Details

The International Journal of Logistics Management, vol. 19 no. 3
Type: Research Article
ISSN: 0957-4093

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Article
Publication date: 24 March 2020

Sérgio Moro, Ricardo F. Ramos and Paulo Rita

Strategic goal achievement in every sector of a company relies fundamentally on the firm's employees. This study aims to disclose the factors that spur employees of major…

2577

Abstract

Purpose

Strategic goal achievement in every sector of a company relies fundamentally on the firm's employees. This study aims to disclose the factors that spur employees of major Information Technology (IT) companies in the United States (US).

Design/methodology/approach

In this paper, 15,000 reviews from the top 15 United States IT companies were collected from the social media platform Glassdoor to uncover the factors that satisfy IT employees. To learn the most meaningful features that influence the scores, positive and negative remarks, as well as advice to the management team, were analyzed through a support vector machine.

Findings

Results highlight a positive attitude of coworkers, contributing to a positive environment and job satisfaction. However, unsatisfied IT employees reveal that work exhaustion is the main reason for their job dissatisfaction.

Practical implications

IT human resource departments can use these valuable insights to align their strategies in accordance with their employees' desires and expectations in order to thrive.

Originality/value

The study highlights the relevance of IT companies to understand the reasons behind their employees' satisfaction. Up until now, little is known concerning the variants of job satisfaction among IT employees, enriching the understanding in this particular professional area.

Details

International Journal of Productivity and Performance Management, vol. 70 no. 2
Type: Research Article
ISSN: 1741-0401

Keywords

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Article
Publication date: 2 May 2019

Sérgio Moro and Paulo Rita

National tourism offices worldwide implement marketing strategies to influence tourists’ choices. However, there is more than meets the eye when it comes to choosing a city as a…

180

Abstract

Purpose

National tourism offices worldwide implement marketing strategies to influence tourists’ choices. However, there is more than meets the eye when it comes to choosing a city as a tourism destination. The purpose of this paper is to answer which are the characteristics that play a key role in room occupancy.

Design/methodology/approach

Diverse characteristics such as the city offer, demographics, natural amenities (e.g. number of beaches) and also politics (e.g. type of government) are combined into a decision tree model to unveil the relevance of each in determining room occupancy. The empirical experiments used data known in 2015 from 43 cities from Europe and the rest of the World to model room occupancy rate in 2016.

Findings

While the seasonality effect plays the most significant role, other less studied features such as the type of political party prior to current government were found to have an impact in room occupancy.

Originality/value

This study unveiled that center–right and right governments are generally more sensitive to promote its city as a tourism destination.

Details

International Journal of Tourism Cities, vol. 5 no. 3
Type: Research Article
ISSN: 2056-5607

Keywords

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Article
Publication date: 23 November 2021

Ting Yu, Paulo Rita, Sérgio Moro and Cristina Oliveira

Social media has become the main venue for users to express their opinions and feelings, generating a vast number of available and valuable data to be scrutinized by researchers…

743

Abstract

Purpose

Social media has become the main venue for users to express their opinions and feelings, generating a vast number of available and valuable data to be scrutinized by researchers and marketers. This paper aims to extend previous studies analyzing social media reviews through text mining and sentiment analysis to provide useful recommendations for management in the restaurant industry.

Design/methodology/approach

The Lexalytics, a text mining artificial intelligence tool, is applied to analyze the text of the online reviews of the restaurants in a touristic Dutch village extracted from the most frequently used social media platforms focusing on the four restaurant quality factors, namely, food and beverage, service, atmosphere and value.

Findings

The findings of this research are presented by the identified key themes with comparisons of the customers’ review sentiment between a selected restaurant, Zwaantje, vis-à-vis its bench-mark restaurants set by a specific approach under the abovementioned quality dimensions, in which the food and beverage and service are the most commented by customers. Results demonstrate that text mining can generate insights from different aspects and that the proposed approach is valuable to restaurant management.

Originality/value

The paper provides a relatively big scale in numbers and resources of social media reviews to further explore the most important service dimensions in the restaurant industry in a specific tourist area. It also offers a useful framework to apply the text mining business intelligence tool by comparison of peers for local small business restaurant practitioners to improve their management skills beyond manually reading social media reviews.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 16 no. 1
Type: Research Article
ISSN: 1750-6182

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Article
Publication date: 2 December 2019

Cristina Oliveira, Ana Brochado, Sérgio Moro and Paulo Rita

Overall, there is a lack of research using online reviews as a proxy of customer experience when addressing the study of tourism in island destinations.

734

Abstract

Purpose

Overall, there is a lack of research using online reviews as a proxy of customer experience when addressing the study of tourism in island destinations.

Design/methodology/approach

The current investigation aims to fill this gap by focussing on an African small island developing states, i.e. Cape Verde. This paper reports of tourist reviews extracted from TripAdvisor from “two islands of the senses” as coined by this archipelago’s national tourism organization, specifically Santo Antão and Fogo islands. The data analysis was performed through Leximancer software to generate concepts out of words, followed by themes.

Findings

The present research focussed on experiences in island tourism to identify their main dimensions based on visitors’ narratives in online reviews. The obtained results are of potential value to the literature by contributing to a better understanding of tourist experience in the context of tourism in islands in an understudied country, Cape Verde.

Originality/value

Results are presented and object of discussion vis-à-vis scientific literature and conclusions put forward in this journal paper.

Details

Worldwide Hospitality and Tourism Themes, vol. 11 no. 6
Type: Research Article
ISSN: 1755-4217

Keywords

Available. Open Access. Open Access
Article
Publication date: 1 July 2020

Paulo Rita, Ricardo Filipe Ramos, Sérgio Moro, Marta Mealha and Lucian Radu

This study aims to understand if an online dating app is considered an acceptable channel to conduct advertising activities and understand the differences between Generations X, Y…

13480

Abstract

Purpose

This study aims to understand if an online dating app is considered an acceptable channel to conduct advertising activities and understand the differences between Generations X, Y and Z for such acceptance.

Design/methodology/approach

A total of 411 Tinder users’ reactions were obtained and analyzed using text mining to compute the sentiment score of each response, and a Kruskal–Wallis H test to verify if there are statistical differences between each generation.

Findings

The results showed positive acceptability toward the marketing campaign on Tinder, especially Z Generation. Nevertheless, the statistical analysis revealed that the differences between each generation are not statistically significant.

Research limitations/implications

The main limitation relates to the fact that the participants, during the data collection, revealed their identification, perhaps leading to acquiescence bias. In addition, the study mainly covered the male population. A balanced sample would be positive to examine any possible differences between gender.

Practical implications

Results provide an essential indication for companies regarding their marketing activities conducted on Tinder to fully exploit the possibility of using Tinder as an alternative and valuable channel to conduct marketing activities.

Originality/value

Up until now, no studies tried to understand the effect of a marketing activity online on an online dating app.

Details

European Journal of Management and Business Economics, vol. 30 no. 1
Type: Research Article
ISSN: 2444-8451

Keywords

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