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Open Access
Article
Publication date: 10 May 2022

Pedro Simões Coelho, Paulo Rita and Ricardo F. Ramos

This paper analyzes previously unmeasured effects of a response to a service incident called “benevolent” within the customer –firm relationship.

Abstract

Purpose

This paper analyzes previously unmeasured effects of a response to a service incident called “benevolent” within the customer –firm relationship.

Design/methodology/approach

A questionnaire was administered to telecommunication customers in a Western European country, and the model was estimated using partial least squares (PLS).

Findings

This study shows that the customer–firm relationship is surprisingly affected by the response to expected incidents that the customer interprets as acts of benevolence or opportunism. This research also shows that the firm's incident response interpreted as benevolence or opportunism has an effect that merely positive or negative events do not. Acts of benevolence response towards an incident positively affect customer–firm relationship quality, and expectations of such acts may lead to an upward spiral in customer commitment.

Originality/value

While benevolence trust has been proposed and studied before, the response to incidents interpreted as benevolent or opportunistic and their consequences have been under-studied, hence exhibiting a research gap.

研究目的

在公司與顧客之間的關係的範疇內, 公司對服務事故所作的被稱為仁慈的反應的影響不曾被測量; 本研究擬就該反應的影響進行分析和探討。

研究設計/方法/理念

研究以問卷方式進行¸ 對象為一個西歐國家裏的電訊服務客戶。研究人員使用偏最小平方法作估算, 設計有關的模型。

研究結果

研究結果顯示、若顧客對公司就預期的事故所作的反應看作是仁慈的話, 又或相反地視為是投機主義所驅使的, 則公司與顧客之間的關係會出人意表地受到影響。研究結果亦顯示、顧客的仁慈、抑或是投機主義的闡釋和理解所帶來的影響, 與單純積極正面事件或消極負面事件所帶來的影響是不一樣的。公司對事件仁厚的回應會給予顧客之間的關係的質量帶來正面的影響; 而且, 對這種回應的預期、或會給客戶承諾帶來螺旋上升。

研究的原創性/價值

對仁厚之信賴曾被提出並作探討。唯對被視為仁慈的或機會主義作祟的反應所作的研究則不足, 這方面實存研究缺口。

Details

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

Keywords

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…

1137

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

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…

6620

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

Article
Publication date: 30 December 2020

Luís Sanhudo, João Poças Martins, Nuno M.M. Ramos, Ricardo M.S.F. Almeida, Ana Rocha, Débora Pinto, Eva Barreira and M. Lurdes Simões

This paper aims to further the discussion on Building Information Modelling (BIM) legal requirements, providing a framework with key energy parameters capable of…

Abstract

Purpose

This paper aims to further the discussion on Building Information Modelling (BIM) legal requirements, providing a framework with key energy parameters capable of supporting the Appointing Party in the definition of the Exchange Information Requirements (EIR) for a BIM project appointment. The EIR is described in ISO-19650–1:2018 as a fundamental step in the information delivery cycle.

Design/methodology/approach

A literature review on the topic of BIM energy analysis was completed to identify current knowledge gaps and support the need for the proposed framework. Afterwards, the framework was established based on the review findings and the authors’ domain knowledge. The applicability of the proposed framework was assessed through a case study, where several energy simulations were performed in three different design stages of the same BIM model.

Findings

This study identified a lack of standards and legislation capable of supporting the Appointing Party in the definition of energy-related BIM requirements. To this end, a new framework is proposed to mediate existing practices, linking prior knowledge with BIM’s new reality. The study showcases the applicability of the framework, identifying that the performance of different energy studies involves distinct Level of Development (LOD) requirements, which in turn have an impact on the modelling time and cost.

Originality/value

A BIM framework for the specification of information requirements in energy-related projects was developed to support the Appointing Party. The framework presents appropriate parameters for energy analysis in each design stage, as well as the suitable LOD for the BIM model.

Details

Engineering, Construction and Architectural Management, vol. 28 no. 10
Type: Research Article
ISSN: 0969-9988

Keywords

Book part
Publication date: 13 April 2015

Carlos Otávio de Almeida Afonso and Ricardo Vinhaes Maluf Cavalcante

The aim of this chapter is to promote a reflection on how the smart mobs are established, despite the 2014 FIFA World Cup in Brazil, that took place in Brazil from June 12…

Abstract

Purpose

The aim of this chapter is to promote a reflection on how the smart mobs are established, despite the 2014 FIFA World Cup in Brazil, that took place in Brazil from June 12 to July 13, 2014, in comparison with the organizational model of the contemporary Brazilian public management, emphasizing that, in spite of “major reforms” carried out and of the progressive speeches, the focus continues to be the way to control the resources and the people, including the construction of Infrastructure for 2014 FIFA World Cup in Brazil, especially based on Principle 10 (Anti-Corruption) of UN Global Compact initiative.

Methodology/approach

This chapter draws both on primary and secondary qualitative data, especially the literature of smart mobs, as well as public management models in Brazil, mainly based on Guerreiro Ramos, which constitutes the theoretical framework for the analysis, as well as “deep interviews” with citizens, which was protesting against the FIFA World Cup, that was analyzed through an interpretative approach, the phenomenography, based mainly on “International business, corruption and bribery” topic to develop a cross line framework.

Findings

The chapter provides an analytical framework to reinforce the growing practice of social control that can improve the public management model in Brazil through the development of the societal administration (substantive rationality); presenting that to the extent that the Brazilian government organizational model was not intended to “interact” with society, it has contributed to generate an unsatisfied demand for democracy in Brazilian citizens, whom support the United Nations Global Compact initiative and do not support the current model of the Executive Branch.

Practical implications

Given the recent smart mobs in Brazil and the lack of clear analytical axes for the orientation of research in organizational studies regarding the Brazilian public administration, as well as fragmentation in their respective academic production, it is hoped that these theoretical reflections and empirical results can contribute to promote academic progress for the Public Management in Brazil, as well as for the Corporate Citizenship all over the world.

Originality/value

The chapter introduces a general reflection on the relations between these study objects, in order to foster new research. It is expected that this work will help to increase the debate about the importance of the Brazilian public management, in particular, but the international public administration too (mainly the United Nations [UN] members states), to include substantive rationality for managers, so they can better understand and respond more effectively to the needs of citizens, companies, and organizations.

Details

Beyond the UN Global Compact: Institutions and Regulations
Type: Book
ISBN: 978-1-78560-558-1

Keywords

Article
Publication date: 8 April 2021

Laís Rodrigues, Alessandra de Sá Mello da Costa and Marcus Wilcox Hemais

The purpose of this paper is to analyze how, in three different contexts, the National Council for Advertising Self-Regulation narratively uses its past to build an…

Abstract

Purpose

The purpose of this paper is to analyze how, in three different contexts, the National Council for Advertising Self-Regulation narratively uses its past to build an official history concerning its origins that legitimates advertising self-control as a hegemonic narrative.

Design/methodology/approach

By using the historical research and the “uses of the past” approach, this study identifies, analyzes and confronts three organizational histories of Conar’s origins (both its official and unofficial versions) in the context of the creation of the Brazilian system of advertising self-regulation.

Findings

After a thematic analysis of the documentary sources, the narratives on the National Council for Advertising Self-Regulation’s origins and the self-control process were grouped into three versions: the narrative under the military regime: 1976/1980; the narrative during the process of re-democratization of the country: 1981/1991 and the contemporary narrative: from 2005 onwards. These narratives were confronted and, in consequence, provided, each of them, a different interpretation of the context surrounding the creation and justification for advertising self-control.

Originality/value

The study shows how a consumer defense organization re-historicized its past strategically to gain legitimacy in three different ways through time. It also reveals that organizations strategically use their past to build an intended vision of the future, thus having more agency than the hegemonic literature in management studies usually guarantees. Finally, it exposes the malleability of past narratives through which organizations play a critical role in the ongoing struggle for competing uses of the past. Therefore, the study identifies different organizational stories through time that allow researchers to reflect on several strategic uses of the past by organizations.

Details

Journal of Historical Research in Marketing, vol. 13 no. 2
Type: Research Article
ISSN: 1755-750X

Keywords

Article
Publication date: 2 March 2012

Casimiro Álvarez‐Mariño, Xose M. Lopez‐Fernandez, Antonio J.M. Jacomo Ramos, Ricardo A.F. Castro Lopes and José Miguel Duarte Couto

This paper aims to present and define a factor to assess the severity supported along transformer windings when the transformer is subjected to a transient voltage…

Abstract

Purpose

This paper aims to present and define a factor to assess the severity supported along transformer windings when the transformer is subjected to a transient voltage waveform due a switching operation of a vacuum circuit breaker (VCB). This factor is identified as time domain severity factor (TDSF).

Design/methodology/approach

Since each of switching waveforms depend on the electrical interaction between transformer and the VCB, it implies that each of those combinations is characterized by a TDSF. To obtain the TDSF implies to manage two different models of the transformer under consideration. Firstly, a terminal model (black box model) of the transformer is built to compute the switching waveform at transformer terminals during VCB operation. Then, a detailed model (white box model) of the transformer is used to compute the internal transient voltage distribution along transformer windings.

Findings

A practical application of a power system consisting of a real transformer connected to a VCB is performed to show the sensibility of the TDSF coefficient.

Originality/value

Previous works found in the literature already consider the evaluation of the overvoltages in transformer associated to switching transient by coefficients, such as the frequency domain severity factor (FDSF). But this factor, as a global coefficient, could not assess the severity along windings to localize dielectrically weak points. Therefore, this paper overcomes this limitation proposing an alternative coefficient identified as time domain severity factor (TDSF).

Details

COMPEL - The international journal for computation and mathematics in electrical and electronic engineering, vol. 31 no. 2
Type: Research Article
ISSN: 0332-1649

Keywords

Open Access
Article
Publication date: 3 May 2022

Sheereen Fauzel

The present study investigates the extent to which technological progress influences trade in the Common Market for Eastern and Southern Africa (COMESA) region over the…

141

Abstract

Purpose

The present study investigates the extent to which technological progress influences trade in the Common Market for Eastern and Southern Africa (COMESA) region over the period 1990–2017.

Design/methodology/approach

Methodologically, this study uses a rigorous dynamic analysis namely a dynamic vector error correction model (PVECM) to carry out the proposed investigation. Such a procedure ensures that the dynamic behaviour under consideration is properly captured, while simultaneously catering for causality issues.

Findings

The results show that technological progress has had a positive and significant effect on trade for the sample of countries in the COMESA region over the years of studies. Also, the long-run results show that local investment and economic growth have a positive impact on international trade. Furthermore, the short-run estimates allowed us to make further analysis of the results. For instance, it is observed that trade as well results in technological progress as per the study. Hence, there is reverse causation or bi-directional causality between trade and technological progress.

Originality/value

Very few research studies have been conducted on the link between technological progress and trade in a macroeconomy. The analysis thus is believed to supplement the dwarf literature on the technological progress and trade nexus by bringing additional evidence from COMESA.

Details

International Trade, Politics and Development, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2586-3932

Keywords

Article
Publication date: 18 August 2021

Jéssica Sena Gonçalves, Arthur Rocha-Gomes, Amanda Escobar Teixeira, Alexandre Alves da Silva, Mayara Rodrigues Lessa, Nísia Andrade Villela Dessimoni-Pinto, Sergio Ricardo Stuckert Seixas and Tania Regina Riul

The purpose of this study was to evaluate the increase in sensitivity of a single risperidone administration in relation to energy intake of Wistar rats treated with…

Abstract

Purpose

The purpose of this study was to evaluate the increase in sensitivity of a single risperidone administration in relation to energy intake of Wistar rats treated with cafeteria diet from birth to adulthood (119 days).

Design/methodology/approach

During the lactation period, six litters of Wistar rats (dam + 8 pups each litter) were fed one of the following two diets: Control (n = 3) or Cafeteria (n = 3) diets and water ad libitum. After weaning, the males were placed in individual cages, receiving the same diet offered to their respective dams (Control = 18; or Cafeteria = 18) until adulthood (119 postnatal days). The following parameters were evaluated: food and energy intake; macronutrient intake; weight gain; adipose tissue relative weight; sucrose preference; food intake after an administration of risperidone (0.1 mg/kg body weight).

Findings

The Cafeteria group showed a higher energy intake in relation to the Control group (p < 0.001). The consumption of energy beyond the individual needs can be understood as a hyperphagic condition. Also, the Cafeteria group reported greater weight gain (p = 0.048) and accumulation of adipose tissue (p < 0.001) with respect to the Control group. These results indicate that the cafeteria diet generated obesity in animals. The Cafeteria group showed reduced sucrose preference (p = 0.031), which is associated with the development of anhedonia-like behavior. In the food intake test, risperidone showed a greater sensitivity in Cafeteria animals, promoting a decrease in their energy intake in relation to the Control group that received risperidone (p = 0.040).

Originality/value

The cafeteria diet promoted hyperphagia, anhedonia-like behavior and obesity in animals. Acute risperidone administration showed greater sensitivity in the Cafeteria group, with a decrease in energy intake. The reported effects may be related to a downregulation of the dopaminergic system in the NAc region.

Details

Nutrition & Food Science , vol. 52 no. 2
Type: Research Article
ISSN: 0034-6659

Keywords

Article
Publication date: 13 August 2020

Ricardo Colomo-Palacios, Cristina Casado-Lumbreras, José María Álvarez-Rodríguez and Murat Yilmaz

The purpose of this paper is to explore and compare emotions perceived while coding and presenting for software students, comparing three different countries and…

Abstract

Purpose

The purpose of this paper is to explore and compare emotions perceived while coding and presenting for software students, comparing three different countries and performing also a gender analysis.

Design/methodology/approach

Empirical data are gathered by means of the discrete emotions questionnaire, which was distributed to a group of students (n = 174) in three different countries: Norway, Spain and Turkey. All emotions are self-assessed by means of a Likert scale.

Findings

The results show that both tasks are emotionally different for the subjects of all countries: presentation is described as a task that produces mainly fear and anxiety; whereas coding tasks produce anger and rage, but also happiness and satisfaction. With regards to gender differences, men feel less scared in presentation tasks, whereas women report more desire in coding activities. It is concluded that it is important to be aware and take into account the different emotions perceived by students in their activities. Moreover, it is also important to note the different intensities in these emotions present in different cultures and genders.

Originality/value

This study is among the few to study emotions perceived in software work by means of a multicultural approach using quantitative research methods. The research results enrich computing literacy theory in human factors.

Details

Information Technology & People, vol. 33 no. 6
Type: Research Article
ISSN: 0959-3845

Keywords

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