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- Perceções e motivações dos participantes na II edição do Tua Walking FestivalPublication . Lopes, Luisa; Santos, Lara; Quintão, Ronan; Esteves, Salete
- The exploration of the metaverse by destination management organisations towards sustainabilityPublication . Martins, Marco; Guerra, Ricardo Jorge da Costa; Santos, Lara; Lopes, LuisaPurpose: Scholars have increasingly researched on how the uprise of Technologies 4.0 will alter the way in which the tourism destinations, the hospitality and tourism sector will operate. Research points out to the fact that the massive digital transformation can lead to a human-centric experience design perspective which is against the principles of tourism sustainable development. In fact, one of today's challenges is predicting how destinations can use immersive digital experiences like metaverse to instill sustainable behaviours. Bearing that in mind, in this chapter, one first explores the concept of metaverse in general and after in the context of tourism destinations management organisations, showing that metaverse that seeks to turn imagination into reality using a panoply of technologies should be seen as the perfect mean for sustainable tourism. Design/Methodology/Approach: The study proposes a conceptual framework to create an understanding of metaverse experiences envisioning sustainable practices. Findings: Finally, one identifies research gaps and proposes an agenda with the potential of benefiting destination's management organisations. Furthermore, it was our intent to identify opportunities and challenges involving the use of metaverse with sustainable ends by tourism destination management organisations. Originality/Values: This study assumes that metaverse can be used by destination management organisations to educate potential ‘tourists’ by providing to them innovative educational environments where they can ‘live’ all sorts of non-human-centric sustainable experiences. With that intent, a model for the implementation of metaverse was created with its foundations on current experiments happening worldwide.
- A natureza do marketing das instituições de ensino superior públio português: análise exploratóriaPublication . Lopes, Luisa; Raposo, MárioHoje, mais do que nunca, as instituições de ensino superior enfrentam um meio envolvente dinâmico e em transformação. Perante restrições financeiras e exigências de eficiência crescentes assiste-se ao declínio nos recursos e a uma competição acrescida. Este estudo pretende, através de uma breve revisão bibliográfica e de um inquérito às instituições de ensino superior público portuguesas, investigar a implementação do conceito de marketing. Foi possível verificar que o conceito de marketing está ainda longe de atingir um nível de implementação satisfatório no nosso país. As temáticas que permitiram esta verificação foram, entre outras, as estruturas de implementação, o número de pessoas afectas ao órgão de marketing, as funções maioritariamente desempenhadas, o nível de planeamento, ferramentas promocionais mais utilizadas e a atitude face ao marketing, entre outras.
- Assessing the effects of technology adoption model on satisfaction and loyalty in streaming servicesPublication . Mangini, Eduardo Roque; Silva, Rayssa Gabrielly; Lopes, Luisa; Esteves, SaleteThe tremendous rise of demand for streaming services in the last decade, and during the pandemic COVID-19, has brought hope of a promising future for companies of this sector, where the determinants of customer satisfaction and loyalty are still to be fully understood. The empirical study presented in this paper seeks, as the primary goal, to analyze the factors that influence consumers’ loyalty to a streaming service. Seeking to answer the outlined research question, two types of sources were used in the present investigation: primary and secondary. Concerning the primary sources, quantitative research was used, with the convenience sampling technique for data collection, and a questionnaire that was applied online using institutional emails and social media (Facebook, Instagram, and Whatsapp). The data (n= 205) were analyzed using Structural Equation Modeling. From the results obtained, it is possible to conclude that the main factors influencing loyalty toward a streaming platform are: perceived quality, ease of use, performance expectancy, and satisfaction. The analysis revealed a predictive validity of the three factors with satisfaction and, through this, to loyalty.
- Empreendedorismo social, turismo sustentável e aplicações móveisPublication . Freitas, Maria Inês Araújo Aires; Lopes, LuisaA emergência do empreendedorismo social foi devida a relevantes alterações da conjuntura socioeconómica, política e cultural, a nível mundial, nomeadamente na procura de ações sustentáveis e inovadoras para responder a desafios atuais complexos. O empreendedorismo social alia o desejo de resolver um problema social, com um modelo de negócios inovador e a adoção de uma forte orientação para o mercado. Na estratégia da União Europeia para 2020 e nos objetivos para o desenvolvimento sustentável da ONU, o empreendedorismo social, as empresas sociais e a inovação social assumem uma importância sem antecedentes. Acresce que o turismo representa em Portugal um setor económico de extrema relevância. Nele, a utilização de aplicativos [apps] para dispositivos móveis e as redes sociais são um auxílio a consumidores turísticos e empreendimentos. A tecnologia permite que os utilizadores iniciem um processo de criação de informação a partir das suas experiências, registo em websites e noutras plataformas e posterior divulgação de conteúdos. Estas ferramentas estão a mudar a maneira como os empreendedores, parceiros e clientes comunicam, partilham conteúdos e colaboram entre si. O presente trabalho visa perspetivar a relevância das aplicações móveis na promoção do empreendedorismo social, turismo e desenvolvimento sustentável de um território. Com este conhecimento pode contribuir-se para a “educação” dos empreendedores sociais no sentido de potenciar os seus negócios sustentáveis, dando-lhes visibilidade e, paralelamente, “educar” o turista para a utilização responsável dos recursos. A estratégia de pesquisa será baseada num desenho metodológico misto, combinando as abordagens quantitativa e qualitativa em vários momentos do percurso de pesquisa. Os resultados permitem analisar casos de sucesso, fracasso e sucesso mitigado de empreendedorismo social, o seu contributo, envolvimento e participação ativa da comunidade local na melhoria da qualidade de vida e promoção do desenvolvimento sustentável. A investigação possibilita ainda a identificação de estratégias de promoção e incentivo ao empreendedorismo social visando o turismo sustentável como mais valia para a sub-região Terras de Trás-os-Montes, onde a ameaça da desertificação é uma constante.
- Nonprofit organizations governancePublication . Lopes, LuisaNeste documento inclui-se uma revisão de literatura do tópico Nonprofit Organizations Governance. Cultura, educação, saúde, serviços sociais e legais, ambiente, voluntariado, associações profissionais, religião, entre outras actividades, integram-se na Classificação Internacional das Organizações Não Lucrativas (ICNPO1). Proliferam e são representativas da vida em sociedade nos dias de hoje, contribuindo de forma importante para o desenvolvimento das nações em termos económicos e sociais, tal como reconhecido por teóricos e práticos. Ainda que historicamente pouca atenção lhe tenha sido dada, devido a factores quer de ordem conceptual, quer de ordem empírica, esta área de estudo tem ganho terreno, mais recentemente, entre académicos. Procura-se, neste trabalho, esclarecer algumas fronteiras e conceitos sobre o que será o mundo não lucrativo, acrescentando as principais temáticas de governance2 das organizações não lucrativas (NPOs3) nas diversas componentes e dilemas, nomeadamente no que respeita à performance alcançada. Pretende-se igualmente responder à seguinte questão de partida: Estará o modelo de NPO Governance próximo do modelo empresarial de corporate governance ou mais próximo do modelo de gestão pública? Em acréscimo, e porque estas organizações enfrentam problemas muito diversos serão apresentadas perspectivas críticas da NPO Governance, bem como feitas sugestões de investigação, na medida em que este tópico está ainda pouco trabalhado.
- The role of value co-creation, delight and satisfaction on tourism loyalty: an empirical study in hospitalityPublication . Lopes, Luisa; Mangini, Eduardo; Esteves, SaleteThis paper investigates the relationship between value co-creation, delight, satisfaction, and loyalty in the hospitality sector, considering the perceptions of hotel customers in Portugal. To gain deeper insights into hotel customers' perception of delight, developing and testing an integrated model was undertaken by examining the relationship between these variables to expand the theory of customer delight when related, as a novelty, with value co-creation, customer satisfaction, and loyalty. The data for this investigation was collected through a questionnaire administered to 178 hotel customers. The gathered data was then subjected to both descriptive and inferential analysis. To test the integrated model, the researchers used the Partial Least Squares (PLS) technique and validated it using Smart PLS 4.0 software. On the one hand, the results show that value co-creation has a direct positive effect on customer delight and, subsequently, influences the effect of customer delight on customer loyalty. On the other hand, value co-creation has a direct positive effect on customer satisfaction, which, in turn, positively influences loyalty. All four proposed hypotheses are supported.
- The level of preparedness and response of nonprofit organizations in a pandemic crisis: an exploratory qualitative researchPublication . Santos, Lara; Lopes, LuisaA crisis can occur with little or no warning, anywhere, and at any time. Crisis management seeks to help organizations cope with specific, unexpected, and non-routine events that create high levels of uncertainty and threat. Although the crisis management literature is plentiful regarding the business sector, little has been written on this subject when it comes to nonprofit organizations (NPOs). This article aims to identify the level of crisis management preparedness and response of the North Portugal NPOs, in the context of COVID-19 pandemic, with enormous numbers of spread disease and deaths, mainly in the senior segment. A qualitative approach is developed with an exploratory and explanatory study based on six semi-structured interviews, carried on in May 2020. The findings of the study suggest that NPOs were not prepared or had any type of planning to face a crisis, and simply reacted following the guidelines of official bodies and creating contingency plans oriented by these entities. Further, this study argues that NPOs need to actively engage in everyday maintenance and updating to prevent crisis activities to build organizational security, transparency, and accountability. The study adds to previous research on crisis management on NPOs, by proposing the identification and exploration of a set of activities that accurately enables the assessment of crisis management strategies within the context of NPOs, on an emergency event.
- Lost and win-back customers: towards a theoretical framework of customer relationship reactivationPublication . Lopes, Luisa; Brito, Carlos; Alves, HelenaThe aim of this study is to explore dynamics of customer relationships in the posdissolution phase. The specific challenges with which companies with high levels of churn and competitive pressure are faced are addressed. Focusing relationships between the service provider and its individual customers, a theoretical framework of Customer Relationship Reactivation (CRR) is proposed based on ending literature and equity theory. A mixed methodology is used with an exploratory firms survey, a case study and in depth interviews. We believe it is possible to apply the theoretical framework in companies delivering a mix of goods and services. We describe and illustrate the value of the framework which includes key determinants such as customer characteristics, relationship characteristics, cognitive factors, emotional factors, reasons for switching and reactivation barriers.
- Food tourism and storytelling - a conceptual frameworkPublication . Martins, Marco; Guerra, Ricardo; Santos, Lara; Lopes, LuisaFood tourism is embracing all over the world the existing rich storytelling traditions. It is now agreed that food tourism enhances the reputation of places, regions and/or countries and helps them to gain a competitive advantage. This article examines the growing importance of food tourism and its relationship with local stories and traditions. The originality of this study resides in the fact that it provides a conceptual framework that can be helpful both to academics and practitioners when theorising about or developing food tourism through storytelling. Being conceptual, our study resorted to a semi-systematic literature review, both to analyse and to structure food tourism and storytelling, but also because this is a very broad field full of designs, concepts, and methods. In the end, a multi-dimensional conceptual framework is presented. One of the main challenges of today in the services sector when associated with food tourism is quality and customers´satisfaction. Results point out that consuming food is also about consuming stories and that storytelling enhances the experience lived by food tourists. This study also through our conceptual framework is contributing both to advance scientific knowledge and has also clear practical implications. However, quantitative or mixed studies must be made to test our model, Being exploratory in nature, our conceptual framework still needs to be tested in food tourism when linked to storytelling.