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Details

  • Name

    Jorge Daniel Teixeira
  • Role

    Senior Researcher
  • Since

    15th October 2009
002
Publications

2023

Curb your enthusiasm: Examining the customer experience with Alexa and its marketing outcomes

Authors
De Oliveira, GG; Lizarelli, FL; Teixeira, JG; Mendes, GHD;

Publication
JOURNAL OF RETAILING AND CONSUMER SERVICES

Abstract
Interactive Voice Assistants (IVAs) are intelligent conversational agents capable of communicating with users using natural language. Although IVAs are more frequent in our lives, customer experience research with these agents is still in its infancy. This article aims to identify the factors that form the customer experience (CX) with Alexa and assesses its impact on traditional marketing outcomes: satisfaction and recommendation. This research presents a conceptual model of CX with IVAs and an empirical validation of the model using Structural Equation Modelling based on a sample of 580 IVA users. The results confirm that CX is a multidimensional higher-order construct composed of six factors (usefulness, ease of use, trust, privacy concerns, communication skills, and enjoyment). We also highlight the positive impact of experience on satisfaction and recommendation. Finally, we test the enthusiasm moderating role, showing its negative influence on the investigated relationships. Theoretical and practical implications are discussed.

2023

Systematising experts' understanding of traditional burning in Portugal: a mental model approach

Authors
Souza, MEB; Pacheco, AP; Teixeira, JG;

Publication
INTERNATIONAL JOURNAL OF WILDLAND FIRE

Abstract
Background. Traditional burning is a practice with social and ecological value used worldwide. However, given the often improper and negligent use of fire, this practice is often associated with rural fire ignitions.Aims. Systematise experts' understanding of traditional burning and identify its challenges in the Portuguese context.Methods. Twenty-eight Portuguese experts from industry, academia, NGOs and public entities with in-depth involvement in fire and forest management were interviewed to create a mental model of traditional burning in Portugal.Key results. Eight dimensions were identified: motivations behind traditional burning, alternative solutions, risks before a traditional burn, risks during a traditional burn, underlying causes of risk, exogenous elements and factors, potential impacts, and activities leading to a successful traditional burn.Conclusions. This study provides a comprehensive understanding of traditional burn practice in the Portuguese context and offers a baseline to support stakeholders and policymakers in managing traditional burning's social and environmental impacts in the future.Implications. This research offers several implications across the eight dimensions identified, including the need to improve regulations on the use of fire and fuel reduction policies, promote fire use education and feasible and affordable alternatives to traditional burning, and increase communities' commitment to mitigation actions.

2023

Gamification in the customer journey: a conceptual model and future research opportunities

Authors
Silva, JHO; Mendes, GHS; Teixeira, JG; Braatz, D;

Publication
JOURNAL OF SERVICE THEORY AND PRACTICE

Abstract
PurposeWhile academics and practitioners increasingly recognize the impacts of gamification on customer experience (CX), its role in the customer journey remains undeveloped. This article aims to identify how gamification can leverage each customer journey stage, integrate the findings into a conceptual model and propose future research opportunities.Design/methodology/approachSince CX and customer journey are interrelated concepts, the authors rely on CX research to identify research themes that provide insights to propose the conceptual model. A systematic review of 154 articles on the interplay between gamification and CX research published from 2013 to 2022 was performed and analyzed by thematic content analysis. The authors interpreted the results according to the service customer journey stages and the taxonomy of digital engagement practices.FindingsThis article identified five main thematic categories that shape the conceptual model (design, customer journey stages, customer, technology and context). Gamification design can support customer value creation at any customer journey stage. While gamification can leverage brand engagement at the pre-service stage by enhancing customer motivation and information search, it can leverage service and brand engagement at the core and post-service stages by enhancing customer participation and brand relationships. Moreover, customer-, technology- and context-related factors influence the gamified service experience in the customer journey.Originality/valueThis article contributes to a conceptual integration between gamification and customer journey. Additionally, it provides opportunities for future research from a customer journey perspective.

2023

SDG commentary: service ecosystems with the planet - weaving the environmental SDGs with human services

Authors
Teixeira, JG; Gallan, AS; Wilson, HN;

Publication
JOURNAL OF SERVICES MARKETING

Abstract
Purpose - Humanity and all life depend on the natural environment of Planet Earth, and that environment is in acute crisis across land, sea and air. One of a set of commentaries on how service can address the UN's sustainable development goals (SDGs), the authors focus on environmental goals SDG 13 (climate action), SDG 14 (life below water) and SDG 15 (life on land). This paper aims to propose a conceptual framework that incorporates the natural environment into transformative services. Design/methodology/approach - The authors trace the evolution of service thinking about the natural environment, from a stewardship perspective of the environment as a set of resources to be managed, through an acknowledgement of nonhuman organisms as actors that can participate in service exchange, towards an emergent concept of ecosystems as integrating human social actors and other biological actors who engage fully in value co-creation. Findings - The authors derive a framework integrating human and other life forms as co-creating actors, drawing on shared natural resources to achieve mutualism, where each actor can have a net benefit from the relationship. Future research questions are posited that may help services research address SDGs 13-15. Originality/value - The framework integrates ideas from environmental ecosystem literature to inform the nature of ecosystems. By integrating environmental actors and ecological insights into the understanding of service ecosystems, service scholars are well placed to make unique contributions to the global challenge of creating a sustainable future.

2022

Mitigating rural fires through transformative service research: value cocreation with forest-related rural communities

Authors
Souza, MEB; Teixeira, JG; Pacheco, AP;

Publication
Advances in Forest Fire Research 2022

Abstract
Socioeconomic changes have caused profound transformations in forest landscapes and increased abandonment of rural areas, leading to fuel accumulation and higher landscape homogeneity, and consequently, raising the rural fires risk. Rural fires risk is also fueled by climate change, due to heat waves and lack of precipitation. In this context, rural communities inhabiting forest areas are those who suffer the most, because rural fires, land degradation and climate change can disturb their food and economic strategy. These communities already suffer from underdeveloped rural infrastructure, and services, lack of labor and education opportunities, that trigger poverty and migration. Given this accelerating pace of change and increasing uncertainty, many fields of knowledge have been dedicated to contributing towards a more sustainable and inclusive future. In service research, transformative service research (TSR) literature plays a central role on understanding problems and finding solutions that improve well-being and create uplifting change through services. Similarly, the fire research field highlights the need for an integrated perspective to analyze all the aspects involved in rural fires occurrence, whether they are of an environmental or economic nature, or a sociological or demographic nature. This study aims to explore new services to cocreate value with forest-related rural communities, thus helping to manage forest areas and mitigate rural fires risks. A qualitative methodology was employed involving 28 participants related to fire management and forest areas and communities, including actors from industries, public entities, academics, the third sector. The data collected through individual interviews were transcribed, coded, and analyzed following a thematic analysis approach, with NVivo software support. Overall, the study emphasizes the need for an endogenous and adapted set of services to cocreate value with vulnerable communities in forest areas, which consequently enable rural fires mitigation. Given the high level of land abandonment and accumulation of residual materials that increases the risk of rural fires, the development of valuing and recovery solutions is a priority. Finally, this research can also help decision-makers and stakeholders to generate and support services that cocreate value with rural communities to a sustainable, safe and inclusive future.

Supervised
thesis

2022

Expectativa e Realidade: Desafios de Utilização dos Veículos Elétricos

Author
Inês Fernandes Machado

Institution
UP-FEP

2022

Caracterização de agentes de transparência

Author
DANIELA SILVA TEIXEIRA

Institution
UP-FEUP

2022

Implementação de um Modelo de Produção Flexível na Indústria da Cerâmica

Author
Catarina Maria Santos Amorim Ferreira da Silva

Institution
UP-FEUP

2021

Narrative Visualization of News Stories

Author
Mariana Filipa da Costa

Institution
UP-FEUP

2021

Design a New Hybrid Work Model for IT Companies in a Post-Pandemic World.

Author
Maria Miguel Lopes Viseu de Carvalho

Institution
UP-FEUP