Percorrer por autor "Rodrigues, Ricardo"
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- Churn in services : a bibliometric reviewPublication . Ribeiro, Hugo; Barbosa, Belém; Moreira, Antonio; Rodrigues, RicardoThe purpose of this article is to identify the most impactful research on customer churn and to map the conceptual and intellectual structure of its field of study. Data were collected from the WoS database, comprising 338 articles published between 1995 and 2020. Several bibliometric techniques were applied, including analysis of co-words, co-citation, bibliographic coupling, and co-authorship networks. R software and the Bibliometrix/Biblioshiny package were used to perform the analyses. The results identify the most active and influential authors, articles, and journals on the topic. More specifically, through co-citations and bibliographic coupling, it was possible to map the oldest articles (retrospective analysis) and the current research front (prospective analysis). The retrospective analysis, based on co-citations, revealed that the foundations of this research field are constructs such as quality of service, satisfaction, loyalty, and changing behaviors. The prospective analysis, performed through bibliographic coupling, revealed that current research is embedded in predictive analysis, clusters, data mining, and algorithms. The results provide robust guidance for further investigation in this field.
- A closer look at customer experience with bundle telecommunication services and its impacts on satisfaction and switching intentionPublication . Ribeiro, Hugo; Barbosa, Belém; Moreira, Antonio; Rodrigues, RicardoThe telecommunications sector faces a major challenge of high customer churn. Despite this, there is still a lack of research that explores the switching intention for telecommunication services, particularly with bundle services that currently dominate the market. This study aims to provide insight into consumer behaviour regarding bundle telecommunication services by examining the factors that impact satisfaction and switching intention, both directly and indirectly. Eighteen hypotheses were defined based on the literature, and were tested through a quantitative study with 910 bundle service customers using structural equation modelling with Smart-PLS. The results show that internet and television services have the strongest indirect impact on switching intention, mediated by overall satisfaction and loyalty. Additionally, the results indicate that switching costs and barriers do not significantly affect switching intention, and surprisingly, perceived contractual lock-in positively influences switching intention. This study provides a comprehensive understanding of the customer experience with bundled telecommunications services and offers relevant insights for telecommunication managers to prevent customer loss to competitors.
- Customer experience, loyalty, and churn in bundled telecommunications servicesPublication . Ribeiro, Hugo; Barbosa, Belem; Moreira, Antonio; Rodrigues, RicardoThe telecommunications industry is highly competitive, as operators engage in fierce attacks, especially in bundled services, to acquire new customers originating high churn rate. The objective of this paper is to gain a comprehensive understanding of the factors influencing the switching of operators for bundled services among telecom operators. The paper includes a quantitative study with 3,004 customers utilizing bundled services from a Portuguese telecom operator. Employing covariance-based structural equation modeling and logit regression, the research shows that internet service, television service, and the service provided by the contact center exert the greatest impact on loyalty to the operator. In contrast, landline service has an insignificant effect, while loyalty has a negative influence on customer churn. This study offers telecommunications managers insights for identifying the main factors to retain customers and curbing customer defection. Additionally, it provides a framework for assessing customer experience within bundled telecom services, which is useful for researchers, managers and marketing practitioners alike.
- Empathic mediators for distance learning coursesPublication . Cláudio, Ana Paula; Carmo, Maria Beatriz; Silva, João Balsa da; Alves, Catarina Bilé; Costa, Ricardo; Marcos, Adérito; Carvalho, Elizabeth; Rocio, Vitor; Morgado, Leonel; Morgado, Lina; Varghese, Anila Ann; Seixas, Sónia; Barros, Daniela Melaré Vieira; Rodrigues, Ricardo; Martinho, CarlosOnline distance learning introduces several challenges, such as the dependence of online tools, the asynchronous communication between teachers and students, and the lack of synchronous social engagement level that inclassroom teaching can leverage. The existence of an online tutor 24 hours/day would be an interesting asset to potentially work as an additional learning support tool. The Virtual Tutoring project aims at the development of solutions involving anthropomorphic 3D avatars that work as both virtual online tutors in the Moodle e-learning platform as well as coaches in a mobile application that interact empathically with the students by predicting their emotional state and selecting appropriate emotion regulation strategies. This paper presents the current status of the project, preliminary evaluations with students, and future developments.
- Exploring migrant entrepreneurship and innovation in ultraperipheral regions: an investigation on opportunity and necessity-driven entrepreneurshipPublication . Porfírio, José; Felício, J. Augusto; Rodrigues, Ricardo; Carrilho, TiagoMigrant entrepreneurship involves the indigenous population and migrant communities, exerting a profound influence on the host country or region. This phenomenon is particularly relevant in ultraperipheral areas, as in this research exemplified by the Autonomous Region of Madeira (Madeira), which recently wit nessed an intensification of migrant inflow, many originating from countries with a deep historical connection to the region. This research characterizes the entrepreneurial migrant community to discern factors that may contribute to formulating and enhancing political-social policies to foster entrepreneurship success, broadly relevant to generating wealth but of particular importance in facilitating migrants’ integration. The analysis focuses on understanding the motivations that drive entrepreneurial initiatives among migrants, recognizing the predominance of necessity-driven entrepreneurs, and that migrant entrepreneurs often take advantage of historical and familial ties to the region to overcome the obstacles specific to migrants.
- Family Business Successful Succession Material de Formação Módulo 3 “Estratégias de Crescimento para Empresas familiares”Publication . Porfírio, José; Rodrigues, Ricardo; Carrilho, TiagoEste módulo tem sete objetivos de aprendizagem a partir de várias atividades propostas para ajudar os formandos a adquirir novas competências e apoiá-los no processo que conduz à definição e implementação de uma estratégia no contexto das Empresas familiares. Os resultados da formação permitem realçar a interconexão entre a empresa familiar e a família, e o porquê e como a família deve estar envolvida na estratégia das Empresas familiares. A definição das atividades leva em consideração a extensa experiência de gestão dos atuais gestores e o interesse no potencial contacto de longo prazo dos sucessores com as Empresas familiares. Por esta razão, em vez de uma abordagem teórica, optou-se por desenvolver uma abordagem centrada em casos que permita que os formandos encontrem as soluções, enquanto o formador clarifica algumas questões metodológicas (por exemplo, no presente módulo, alguns detalhes adicionais relativos às ferramentas de gestão estratégica mais tradicionais e mais recentes), à medida que estas vão sendo levantadas na discussão entre formandos e formadores. Resultados da Formação: • Compreender a importância da estratégia para o crescimento da empresa familiar; • Compreender possíveis abordagens e diferentes oportunidades de crescimento estratégico; • Conceber e desenvolver planos de crescimento de longo prazo; • Avaliar estratégias e oportunidades para o crescimento; • Calcular os recursos, parcerias e sinergias necessários; • Executar as decisões estratégicas; • Motivar os stakeholders das empresas familiares a apoiar tais decisões. Para alcançar estes objetivos os formandos serão convidados a desenvolver as seguintes atividades: 1. Ler e refletir sobre os diferentes casos de estratégia propostos; 2. Efetuar um diagnóstico da posição estratégica da Empresa Familiar – Como é que o crescimento e a estratégia podem ser úteis para a empresa familiar? Como é que a sua empresa está preparada para enfrentar os desafios estratégicos? E a família? 3. Desenvolver o conhecimento de ferramentas mais tradicionais de estratégia, como a análise SWOT, o modelo das 5 forças de Porter, ou o BSC (Balanced Scorecard), e de outras mais recentes como o BOS (Blue Ocean Strategy), ou o BMC (Business Model Canvas).
- Family business succession in different national contexts: a fuzzy-set QCA approachPublication . Porfírio, José; Carrilho, Tiago; Hassid, Joseph; Rodrigues, RicardoFamily business succession is a key topic that has attracted considerable attention from researchers, especially in the last decade. Most research, however, is based on case studies with limited applicability and fails to present comparisons across international contexts that highlight di erences in succession processes. We apply expectation states theory to analyze a sample of 128 observations in two Southern European countries, Portugal and Greece. We study configurations of successors’ characteristics, family business characteristics, the existence (or absence) of a succession plan, and successors’ motivation to succeed. Our aim is to reveal how these issues a ect successors’ perceptions of preparation for succession using fuzzy-set qualitative comparative analysis (fsQCA). Family businesses are a dominant organizational form all over the world, and succession issues are critical for the sustainability of family businesses. Our findings suggest that di erent configurations of conditions influence successors’ perceptions of preparation for family business succession. Moreover, we verify the influence of cultural di erences on these processes. This research helps fill a gap in the literature, showing the role of a set of characteristics in successors’ perceptions of preparation for family business succession. Our conclusions provide insight into the types of policies that can promote successful family business succession.
- Organizational purpose and employee motivation: an fsQCA analysisPublication . Porfírio, José; Rodrigues, Ricardo; Magalhães, Filipa; Carrilho, TiagoPurpose – Organizational Purpose (OP) has become increasingly important in the organizational context. This research focuses on how OP can contribute to employee motivation, using personal and institutional OP factors and considering the importance of employee motivation toward organizational success. Design/methodology/approach – To conduct the research, we selected a branch of a leading multinational company in the chemical sector. Based on data collected through a questionnaire sent out to employees and using fuzzy-set Qualitative Comparative Analysis (fsQCA), we identified combinations of individual and institutional OP factors leading to high (or low) employee motivation. Findings – The results reveal that individual and institutional OP factors synergistically promote high employee motivation. The employees’ contribution to the OP and the integrity of the organization’s leadership are two key motivating factors. Practical implications – Organizations struggle to develop sustainable competitive advantages in an ever competitive environment. Focusing on the “why” instead of the “how” may help organizations differentiate and achieve higher employee motivation. This research clarifies how to turn purpose into an asset to improve employee motivation. Originality/value – The conclusions highlight the need to share the OP through leadership actions and the importance of helping workers recognize the OP and its values, integrate them into their actions and feel how they contribute to its achievement.