Jorge Daniel Teixeira

Abstract

Abstract
The COVID-19 pandemic situation has pushed many higher education institutions into a fast-paced, and mostly unstructured, emergency remote education process. In such an unprecedented context, it is important to understand how technology is mediating the educational process and how teachers and students are experiencing the change brought by the pandemic. This research aims to understand how the learning was mediated by technology during the early stages of the pandemic and how students and teachers experienced this sudden change. Data were collected following a qualitative research design. Thirty in-depth and semi-structured interviews (20 students and 10 teachers) were obtained and analysed following a thematic analysis approach. Results provide evidence on the adoption of remote education technologies due to the pandemic with impacts on the education process, ICT platforms usage and personal adaptation. The emergency remote education context led to mixed outcomes regarding the education process. Simultaneously, ICT platforms usage was mostly a positive experience and personal adaptation was mostly a negative experience. These results bring new insights for higher education organizations on actions they could take, such as curating the learning experience with standard, institutional-wide platforms, appropriate training for students and teachers, and suitable remote evaluation practices.

Abstract
Purpose This article aims to synthesize and integrate current research on customer experience (CX), identifying the intellectual structure of the field, systematizing a conceptual framework and identifying future research opportunities. Design/methodology/approach To analyze 629 articles published in peer-reviewed journals in almost four decades, this study employs both bibliometric co-keyword and thematic literature analysis in a complementary way. Findings This article maps the CX literature by describing its intellectual structure in terms of three research domains (customer, organizational and technological), their corresponding most relevant research themes and topics. Moreover, this study develops a conceptual framework and research propositions to summarize and integrate the CX literature. This work recognizes technology as an important driver for the development of CX research. Lastly, this article provides future research opportunities for moving the field forward, considering an integrative view among domains. Originality/value This paper complements other reviews on CX by using a novel methodological approach (co-keyword and thematic analysis) that enables the identification and visualization of the CX intellectual structure. In addition, the study explores the increasing connection between technology and CX research, by raising evidence that technology, by continuously modifying services and consequently CX, has become a transversal component in the research field. These outcomes may be useful for academics and practitioners.

Abstract
To cope with the fierce business competition and the increasing challenges brought with it, manufacturing companies have been demonstrating a growing interest in extending their service business. It is in this context that companies seek servitization strategies, i.e., developing the capabilities to add services to their traditional product offerings, to increase value to the customers and to differentiate themselves from the competition. However, companies pursuing a servitization strategy often lack methods and tools to design new services adapted to their context. Thus, this article seeks to cover this gap through the development of a new service design method, the (S)ervice (D)esign method for (C)ompanies undergoing a (S)ervitization process: SDCS. The development of this method followed Design Science Research (DSR) methodology. This article also presents the application of the SDCS method in a company undergoing a servitization process. © Springer Nature Switzerland AG 2020.

Abstract
Services are the backbone of modern economies and are increasingly supported by technology. Meanwhile, there is an accelerated growth of new technologies that are able to learn from themselves, providing more and more relevant results, i.e. Artificial Intelligence (AI). While there have been significant advances on the capabilities of AI, the impacts of this technology on service provision are still unknown. Conceptual research claims that AI offers a way to augment human capabilities or position it as a threat to human jobs. The objective of this study is to better understand the impact of AI on service, namely by understanding current trends in AI, and how they are, and will, impact service provision. To achieve this, a qualitative study, following Grounded Theory methodology was performed, with ten Artificial Intelligence experts selected from industry and academia. © Springer Nature Switzerland AG 2020.