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Currently, digital transformation is a process that cuts across different sectors of activity, including banks. One of the examples is the availability of products and services on digital channels. This study aims to identify the changes implemented in the digital channels of banks in Portugal that were driven by the COVID-19 pandemic, contributing to the acceleration of digital transformation.

The methods involve a qualitative approach, from the analysis of a selection of 30 results and accounting reports from ten banks between 2019 and 2021 using the Leximancer software to identify the main themes and concepts.

Four themes and 40 most relevant concepts were identified from the results of the analysis. In conclusion, banks have reinforced digital channels regarding products and services with apparent concerns associated with security.

This article aims to contribute to two conceptual maps that allow us to understand the measures implemented by banks in digital channels during the pandemic.

This investigation aims to enable managers to define other initiatives within the scope of digital channels and enhance those already implemented.

The scientific articles identified and published so far do not specifically address the impact that the COVID-19 pandemic has had on the digital channels of banks in Portugal. The originality of this article arises from this gap identified regarding the absence of similar scientific studies. The pandemic is a new phenomenon that occurred for the first time in 2019 and globally, so it is essential to know the impacts on Portuguese banks.

This study aims to understand and a lay a foundation of how analytics has been used in depression management, this study conducts a systematic literature review using two techniques – text mining and manual review. The proposed methodology would aid researchers in identifying key concepts and research gaps, which in turn, will help them to establish the theoretical background supporting their empirical research objective.

This paper explores a hybrid methodology for literature review (HMLR), using text mining prior to systematic manual review.

The proposed rapid methodology is an effective tool to automate and speed up the process required to identify key and emerging concepts and research gaps in any specific research domain while conducting a systematic literature review. It assists in populating a research knowledge graph that does not reach all semantic depths of the examined domain yet provides some science-specific structure.

This study presents a new methodology for conducting a literature review for empirical research articles. This study has explored an “HMLR” that combines text mining and manual systematic literature review. Depending on the purpose of the research, these two techniques can be used in tandem to undertake a comprehensive literature review, by combining pieces of complex textual data together and revealing areas where research might be lacking.

This paper aims to seek accounting graduates' perspectives on the demand for accounting in their workplaces, on the gaps in accounting education (AE), and on the future of the accounting profession, inspired by the new definition of accounting proposed by Carnegie et al. (2021, 2022, 2023a), to adopt a strong focus on sustainable development goals (SDGs) in AE to inculcate tertiary students with the skills that lead them to approach and apply accounting as a multidimensional technical, social and moral (TSM) practice.

The online qualitative survey was distributed to 100 randomly selected New Zealand accounting graduates in order to gather insights from their workplaces. All responses from the 30 graduates who completed the questionnaire underwent qualitative analysis using Leximancer software, which automatically identifies high-level concepts and insights and offers interactive visualizations without bias.

The graduates’ experiences underscore the ongoing significance of technical skills in the New Zealand workplace. They emphasized the lack of non-technical skills training, stressed the necessity of diverse business knowledge and highlighted the importance of automation and digital skills.

The implications for transforming AE involve adopting an activist approach to integrate a TSM perspective into teaching and learning and being open to an interdisciplinary approach to expose tertiary students to the impact of accounting on sustainable development, including collaboration with professional bodies for real-world experiences.

The importance of engaging with SDG-related narratives is stressed to stimulate further discussion, debate and research aimed at identifying practical solutions for AE as a facilitator for SDGs in realizing accounting as a TSM practice.

The experience of leaving the real world and entering a virtual service environment makes many individuals happy. This study heeds the call by multiple researchers to conceptualize, interpret and illustrate the impact of the perceived service experience in the metaverse in a holistic way. In particular, this study aims to understand how the consumption of experiences is perceived in a metaversal space.

The authors analyze mega virtual live events with famous artists broadcast in virtual worlds. The authors take a big data approach and include two studies to gain insight into the online public audience’s perceptions and experiences in the metaverse. In the first study, the authors analyze text from YouTube with Leximancer. In the second study, the authors go one step further to refine the conceptual model from Study 1. The authors scrutinize additional Facebook comments using seeded Latent Dirichlet Allocation (LDA).

The findings reveal that the meta service experience (MEX) encompasses four dimensions: immersion, metascape, immediacy and hedonism.

This research provides important guidance not only for consumer behavior scholars but also for service marketers and event planners. The study proposes research opportunities to advance service experience research in the metaverse.

This paper aims to extend our understanding of the concept of crisis leadership based on perceptions of 48 Australian leaders drawn from various sectors including Australian politics, higher education, not-for-profit and corporate sectors.

This qualitative study employed semi-structured virtual interviews of 48 leaders from Australian politics, higher education, not-for-profit and corporate sectors during the COVID-19 pandemic. The Leximancer text analytics program was used for data analysis.

Participants perceived effective leadership during a crisis as encompassing four macro themes: leadership as power, leadership as emanating from people, leadership as management and leadership as specific to the organization. While these findings reinforced extant literature on facets of effective leadership, leaders from different sectors differed on the relative importance of some leadership themes and their relevance to specific sectors.

While the data were collected from a convenient sample, our findings from multiple sectors in Australia extend our knowledge on crisis leadership by revealing differences in sectorial perspectives of crisis leadership. Further, these findings help refine the extant traditional explanations of leadership and especially offer an enhanced understanding of leadership during a crisis. Consequently, our findings support future research that could help identify specific attributes of leaders navigating organizational crises. Such future research could subsequently help develop a theory on crisis leadership based on a valid and reliable measurement for assessing crisis leadership effectiveness in diverse organizational settings.

Our study is based on multi-sector data and consequently lays a solid foundation for extending the conceptualization of leadership during crisis, and the need to reconceptualize effective leader attributes useful in crisis contexts. Theoretically, the current study extended recent research on crisis leadership, by examining the conceptualizations of crisis leadership within specific Australian sectors.

The purpose of this transformative service research (TSR) is to apply, innovate on and extend the understanding of service-dominant logic (SDL) perspectives, sustainable service ecosystem design ideas, transformative value and meeting sustainable development goals (SDGs). This study explores these through volunteers’ lived experiences and their perceived health and well-being outcomes in the context of botanic gardens as health-care service settings.

A total of 3 UK botanic gardens and 84 volunteers between 22 and 87 years of age participated in this qualitative study. Volunteering stories were collected through emails, telephone exchanges, online and in-person interviews, free-flowing discussion and field observations. These were coded and analysed by using computer-assisted qualitative data analysis software, NVivo 14 Plus and Leximancer. Thematic analysis facilitated the mapping of well-being outcomes highlighting transformative value against existing health and well-being indices.

Insights extend knowledge into SDL, TSR and transformative value experienced by volunteers across three UK botanic garden service ecosystems. Environmental, organisational and personal factors, and physical, mental and social health outcomes are presented to emphasise transformative value experienced, especially in retiree volunteers. Theoretical contribution is in the form of empirical evidence to support and extend insights about transformative value and more so, significant epistemological change and meeting SDGs in botanic gardens. Results add to contemporary TSR on health-care-related well-being outcomes and ideas regarding sustainable service ecosystem design.

It is recommended that service research be extended across other botanic gardens, as well as other novel underexplored contexts for comparative studies of transformative value. Continued development and consideration of service designs as ongoing efforts to redefine and reimagine services marketing innovation for botanic gardens are recommended. Botanic gardens are complex service ecosystems worthy of rigorous service research to capture and measure the impact and outcome of ongoing work of the sector in advancing SDGs and having a transformative effect on individual and societal health and well-being.

This study highlights opportunities for greater area-based, coordinated, collaborative, multi-stakeholder services marketing partnerships for strategic sustainable service ecosystem design for the botanic gardens and health-care sectors. These sectors can make better use of service research and marketing to further innovate and co-develop health and well-being strategies, campaigns and opportunities to develop services to transform and influence positive health and well-being outcomes for people. Results reveal greater opportunities for collaborative partnership and services marketing’s role and practice for the ongoing vitality and viability of botanic gardens. Joint efforts would enable innovation on sustainable service ecosystem design, advancing SDGs and improving life on planet Earth.

Transformative value linked to newfound life experiences and meaning to life after retiring with a range of factors, and health and well-being outcomes were prominent. Social connections to the wider community were present, revealing links to a range of people who may not have traditionally had contact with botanic garden heritage and their strategic efforts. Therefore, it is services marketing opportunities for botanic gardens that hold one key to greater transformative value, sustainability and greater influence and impact on individual and societal health and well-being.

To the best of the author’s knowledge, this is the first TSR on botanic gardens as health-care service settings, resulting in a conceptual framework on transformative value and well-being outcomes in meeting SDGs. It extends insights on SDL, sustainable service ecosystem design and roles of marketing for the common good. Botanic gardens are unique research institutes, highly acclaimed for research, conservation, education and displays of special botanical collections, as well as providing health care, among other impactful SDG opportunities. This can be made more explicit through ecosystemic thinking, service research and integrated services marketing of botanic garden’ roles and contributions worldwide.

Horse-based tourism stands at the intersection of cultural heritage, leisure activities, and eco-friendly travel, captivating enthusiasts and researchers alike with its diverse facets and impacts. This study examines the horse-based tourism literature to provide an overview of horse-based tourism publications.

Using a systematic literature review (SLR) method, pertinent journal articles published over the past 3 decades were retrieved and analyzed. Based on the review process, 44 papers were identified and analyzed by publication year, journal distribution, research method, and lead author. Using Leximancer software, a thematic analysis was undertaken to determine the major themes of horse-based tourism.

The findings revealed a rising trend of horse-based tourism articles and the appearance of an increasing number of studies in tourism-oriented journals. In addition, it was discovered that the majority of available studies are qualitative, whereas quantitative research is few and limited.

Our research establishes a foundational resource for future studies and scholarly discourse on the multifaceted contributions of horse-based tourism.

This study can assist decision-makers in understanding the potential of horse-based tourism in the sustainable development of destinations. Moreover, it provides clear direction on implementing appropriate strategies to manage horse-based tourism.

This study distinguishes itself as the inaugural comprehensive literature review encompassing the breadth of horse-based tourism publications and research domains. By pioneering this endeavor, we not only contribute a unique perspective to the existing body of knowledge in the field but also emphasize the vital role of horse-based tourism in fostering economic and social sustainability for the countries involved.

Online food delivery service has evolved swiftly and stretched the bounds of the catering business. In the gig economy, being a food delivery rider draws employees with the promise of flexibility and independence. To this end, the purpose of this paper is to explore the main themes shared in online reviews by food delivery riders and which of these themes are linked to positive and negative ratings.

The authors used 729 employee reviews posted on the Glassdoor website. In addition, they used content analysis to examine reviews of Uber Eats online food ordering company shared by food delivery riders on an online platform.

The results of this study include seven main themes: “earning,” “customers,” “orders,” “tips,” “car,” “flexible schedule” and “app” (navigation). Positive concepts are associated with “earning,” “orders,” “tips” and “flexible schedule.” Negative themes are linked to the “app” (navigation), “car” and “customers.”

Management should consider online reviews as employees’ opinions and voices. Specifically, management should provide financial support to employees for car maintenance, offer insurance for income stability and arrange training programs to enable them to use several tip-enhancing behaviors.

No research has been conducted using online reviews from an employment search engine to investigate employees’ experiences of online food delivery. To the best of the authors’ knowledge, this study is one of the first attempts using user-generated content from an employment search engine to explore employees’ experiences.

Performance management systems (PMSs) must remain dynamic and maintain the ability to withstand the high degrees of complexity brought about by digital technologies (DTs). Academics and practitioners have explored DTs and PMSs separately. This study aims to bridge the academic and practitioner discourse surrounding PMSs and DTs to promote knowledge diffusion and collaboration.

The authors adopted a mixed method approach, combining quantitative and qualitative content analysis, which were validated through semi-structured interviews with academics and practitioners. The authors first conducted a content analysis of the academic literature contained in the Scopus database and the practitioners' literature featured in the Nexis Uni database.

The combined academic-practitioners’ body of knowledge underscores the risk and environmental dimension, as well as the theoretical frameworks employed to explore digitally empowered PMSs. These findings were corroborated by 17 confirmatory interviews conducted with scholars and practitioners.

Due to its scope, the research is limited to publications listed on Scopus and Nexis Uni. Additionally, its qualitative and interpretative nature presents some generalizability issues.

This study connects the intentions of scholars and practitioners concerning PMSs and DTs to promote collaborative efforts and knowledge diffusion. Moreover, considering the broader spectrum of insights, this manuscript postulates new avenues of research that address the key issues and concerns of both academics and practitioners. Finally, this article showcases PMs- and DT-appropriate theoretical frameworks that can inform practitioners’ discourse and work.

Previous research acknowledges the importance of stakeholders for destination branding. However, there is a lack of studies examining which specific online user discourses are triggered by stakeholder responses to destination brand communication. To address this gap, the purpose of this study is to analyze online user discourses initiated by stakeholder’s reactions to a destination image video and thus enhance knowledge on brand communication and management.

The authors investigated 2,187 online comments to 19 medial stakeholder reactions to a destination management organization (DMO) image video both by running a manual as well as a software-based content analysis. The explorative empirical study identifies seven major categories reflecting online user discourses triggered by stakeholder reactions to destination brand communication.

The explorative study indicates that stakeholder reactions to destination brand communication trigger online comments evolving within both the inner and outer tourism system. The discourse subjects, in turn, reflect both user-generated content of brand cocreation and brand codestruction. The findings expand literature in that previous studies on brand cocreation mainly refer to service encounters.

By identifying which online user discourses are triggered by stakeholder reactions to DMO brand communication, the authors provide managerial implications. Specifically, the authors suggest guidelines for all stages of destination communication campaigns to support online user discourses reflecting brand value cocreation and preventing brand value codestruction.

The study responds to a lack of research on online user discourses initiated by stakeholder reactions to DMO brand communication. Contrary to previous studies, the authors identify specific online user discourses relating not only to the inner but also to the outer tourism interest system. Revealed discourses, in turn, reflect brand cocreation and brand codestruction.

先前的研究确认了利益相关者对于目的地品牌塑造的重要性。然而, 目前缺乏研究探讨利益相关者对目的地品牌传播的反应, 会引发哪些特定的线上使用者论述。针对这个缺口, 本研究分析由利益相关者对目的地形象影片的反应所引发的线上使用者论述, 进而增进品牌传播与管理的知识。

作者通过手动和软件内容分析, 调查了 2,187 条在线评论, 涉及 19 个媒体利益相关者对目的地管理组织形象视频的反应。这项探索性实证研究确定了七个主要类别, 反映了利益相关者对目的地品牌传播的反应所引发的在线用户讨论。

本探索性研究表明, 利益相关者对目的地品牌传播的反应, 引发了在旅游系统内部和外部演变的在线评论。话语主体反过来反映了用户生成的品牌共创和品牌共建内容。 以往关于品牌共创的研究主要涉及服务接触, 而我们的研究结果拓展了这一研究领域。

通过确定利益相关者对目的地管理组织品牌传播的反应引发的在线用户话语, 我们提供了管理方面的启示。具体来说, 我们为目的地传播活动的各个阶段提出了指导方针, 以支持反映品牌价值共创和防止品牌价值共毁的在线用户话语。

我们的研究回应了由利益相关者对目的地管理组织品牌传播的反应所引发的线上使用者论述研究的缺乏。与先前的研究相反, 我们发现特定的线上使用者论述不仅与内部旅游利益体系有关, 也与其外部有关。所揭示的论述反过来反映了品牌共创和品牌共建。

Investigaciones anteriores reconocen la importancia de las partes interesadas en la creación de marcas de destino. Sin embargo, faltan estudios que examinen si los discursos específicos de los usuarios en línea son desencadenados por las respuestas de las partes interesadas a la comunicación de la marca de destino. Para colmar esta laguna, el presente estudio analiza los discursos de los usuarios en línea iniciados por las reacciones de los grupos de interés a un vídeo de imagen de un destino, mejorando con esto los conocimientos sobre comunicación y gestión de marcas.

Los autores investigan 2.187 comentarios en línea a 19 reacciones de grupos de interés mediáticos a un vídeo de la imagen de una OMD mediante un análisis de contenido tanto manual como basado en software. El estudio empírico explorativo identifica siete categorías principales que reflejan los discursos de los usuarios en línea desencadenados por las reacciones de las partes interesadas a la comunicación de la marca de destino.

El estudio exploratorio indica que las reacciones de las partes interesadas a la comunicación de la marca del destino desencadenan comentarios en línea que evolucionan dentro del sistema turístico interno y externo. A su vez, los temas del discurso reflejan tanto el contenido generado por los usuarios como la cocreación y la codestrucción de la marca. Nuestros hallazgos amplían la literatura en el sentido de que los estudios anteriores sobre cocreación de marcas se refieren principalmente a encuentros de servicios.

Al identificar qué discursos en línea de los usuarios desencadenan las reacciones de las partes interesadas a la comunicación de marca de los OMD, aportamos implicaciones para la gestión. En concreto, sugerimos directrices para todas las fases de las campañas de comunicación de los destinos, con el fin de apoyar los discursos en línea de los usuarios que reflejan la cocreación del valor de la marca y evitar la codestrucción de dicho valor.

Nuestro estudio responde a la falta de investigación sobre los discursos en línea de los usuarios iniciados por las reacciones de las partes interesadas a la comunicación de marca de las OMD. A diferencia de estudios anteriores, identificamos discursos específicos de usuarios en línea relacionados no sólo con el sistema de intereses turísticos interno, sino también con el externo. Los discursos revelados reflejan a su vez la cocreación y la codestrucción de la marca.