Cookies Policy
We use cookies to improve our site and your experience. By continuing to browse our site you accept our cookie policy. Find out More
Close
  • Menu
Interest
Topics
Details

Details

Publications

2018

Exploring Customers’ Internal Response to the Service Experience: An Empirical Study in Healthcare

Authors
Beirão, G; Costa, H;

Publication
Exploring Service Science - Lecture Notes in Business Information Processing

Abstract

2017

Value cocreation in service ecosystems Investigating health care at the micro, meso, and macro levels

Authors
Beirao, G; Patricio, L; Fisk, RP;

Publication
JOURNAL OF SERVICE MANAGEMENT

Abstract
Purpose - The purpose of this paper is to understand value cocreation in service ecosystems from a multilevel perspective, uncovering value cocreation factors and outcomes at the micro, meso, and macro levels. Design/methodology/approach - A Grounded Theory approach based on semi-structured interviews is adopted. The sample design was defined to enable the ecosystem analysis at its different levels. At the macro level was the Portuguese Health Information ecosystem. Embedded meso level units of analysis comprised eight health care organizations. A total of 48 interviews with citizens and health care practitioners were conducted at the micro level. Findings - Study results enable a detailed understanding of the nature and dynamics of value cocreation in service ecosystems from a multilevel perspective. First, value cocreation factors are identified (resource access, resource sharing, resource recombination, resource monitoring, and governance/institutions generation). These factors enable actors to integrate resources in multiple dynamic interactions to cocreate value outcomes, which involve both population well-being and ecosystem viability. Study results show that these value cocreation factors and outcomes differ across levels, but they are also embedded and interdependent. Practical implications - The findings have important implications for organizations that are ecosystem actors (like the Portuguese Ministry of Health) for understanding synergies among value cocreation factors and outcomes at the different levels. This provides orientations to better integrate different actor roles, technology, and information while facilitating ecosystem coordination and co-evolution. Originality/value - This study responds to the need for a multilevel understanding of value cocreation in service ecosystems. It also illuminates how keystone players in the ecosystem should manage their value propositions to promote resource integration for each actor, fostering resource density and ecosystem viability. It also bridges the high-level conceptual perspective of Service-Dominant logic with specific empirical findings in the very important context of health care.

2014

Understanding value co-creation in complex services with many actors

Authors
Pinho, N; Beirao, G; Patricio, L; Fisk, RP;

Publication
JOURNAL OF SERVICE MANAGEMENT

Abstract
Purpose - The purpose of this paper is to explore the concept of value co-creation in complex value networks with many actors. Electronic health records (EHRs) are innovations that warrant deep study to properly introduce such a complex system. Design/methodology/approach - The paper describes a qualitative study based on Grounded Theory to understand value co-creation from multiple actors' perspectives in a National EHR Service Project: the Portuguese Health Data Platform. Findings - Study results enabled further development of the value co-creation concept in complex environments with multiple actors. More specifically they allowed: operationalizing the value co-creation concept by identifying its factors and outcomes, understanding how value co-creation factors and outcomes are interconnected, and understanding of how value co-creation for each actor depends on his/her own actions and the actions of other actors, in a complex set of interactions and interdependencies. Practical implications - The findings have implications for service managers seeking to understand how actors participating in the network integrate resources and interact to co-create value. The study highlights the need for designing and managing services to co-create value, not only by enabling dyadic interactions between the customer and the service provider, but also by supporting and enabling value co-creation interactions among different actors in the network. Originality/value - This study responds to the need for empirical research on value co-creation in many-to-many contexts and for operationalizing the value co-creation concept.

2010

TRAVELLING TO WORK OR JUST FOR FUN? EXPLORING DIFFERENCES IN PERCEPTIONS AND ATTITUDES BY TRAVEL MODES

Authors
Gabriela Beirão; José Sarsfield Cabral

Publication
12th WCTRvol.0

Abstract

2008

Market Segmentation Analysis Using Attitudes Toward Transportation Exploring the Differences Between Men and Women

Authors
Gabriela Beirão; José Sarsfield Cabral

Publication
TRANSPORTATION RESEARCH RECORDvol.0, no.2067, pp.56-64

Abstract
Traveler attitudes and preferences as well as demographic variables are important components of travel behavior. By using travel attitudes, factor and cluster analyses were conducted to segment the sample. Six distinct groups were extracted: transit enthusiasts, anxious status seekers, carless riders, green cruisers, frugal travelers, and obstinate drivers. The segments showed unique combinations of attitudes with distinct travel behaviors and various degrees of intention to use public transportation. Gender differences were then investigated, and the results suggest that women and men exhibit differences in attitudes, preferences, and behaviors. The design of strategies to promote alternatives to car use should target the market segments that are most motivated to change, focusing on the attitudes that can induce a change, such as pro transit or sensibility to the environment.

Supervised
thesis

2017

Perceived value of buying tourism services through an Online Travel Agency

Author
Flávio Adriano Pires Fernandes

Institution
UP-FEUP

2017

Estudo e melhoria de um serviço de e-commerce do retalho alimentar

Author
Rui Pedro Rios Carneiro

Institution
UP-FEUP

2017

Designing a service web platform in a B2B context

Author
Stan Mihai

Institution
UP-FEUP

2016

Understanding the health care experience: the supportive role of technology in the elderly care sector

Author
Helena Margarida Baldaia Carvalho Aguiar Moreira

Institution
UP-FEUP

2016

Designing a B2B digital communication marketing strategy in a consultancy context

Author
Islem Ben Majdouba

Institution
UP-FEUP