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Sobre

Sobre

Lia Patrício é Administradora do INESC TEC, é professora associada da Faculdade de Engenharia da Universidade do Porto, e é diretora cientifica do da área de Engenharia e Políticas Públicas do Programa CMU-Portugal. A sua investigação foca-se no engagement e no desenho e inovação para a transformação de ecossistemas de serviços, nomeadamente na área d transição energética e saúde. Lia Patrício coordenou o projeto de desenho do Registo de Saúde Electrónico, em colaboração com o Ministério da Saúde; foi Investigadora Principal da Marie Curie - Innovative Training Network em Service Design for Innovation, e lidera atualmente as WPs de citizen engagement e service design dos projeto europeus POCITYF e DECODIT. Lia Patrício tem também realizado projetos em colaboração com a indústria, nomeadamente nas áreas da energia, saúde, banca, transportes ou retalho. Lia Patrício é editora associada do Journal of Service Research é Global Faculty Member do Center for Services Leadership, Arizona State University e Academic Scholar do Cornell Institute for Healthy Futures. A sua investigação tem sido publicada no Journal of Service Research, Journal of Business Research, Journal of Cleaner Production, Journal of Service Management, Design Studies, Energy Policy entre outros.

Detalhes

Detalhes

  • Nome

    Lia Patrício
  • Cargo

    Administrador
  • Desde

    01 julho 2013
  • Nacionalidade

    Portugal
  • Contactos

    +351222094030
    lia.patricio@inesctec.pt
008
Publicações

2024

Citizen engagement with sustainable energy solutions- understanding the influence of perceived value on engagement behaviors

Autores
Banica, B; Patrício, L; Miguéis, V;

Publicação
ENERGY POLICY

Abstract
Citizen engagement with Sustainable Energy Solutions (SES) is considered essential for the current energy transition, since decarbonization requires individuals to shift from passive consumers to citizens actively involved with the energy system. However, citizen engagement research has remained peripheral and scattered, particularly in what regards the drivers of engagement behaviors. To address this challenge, this study examines how different forms of perceived value of SES (utilitarian, social, and environmental) influence different types of citizen engagement behaviors (information seeking, proactive managing, sharing feedback, helping other users, and advocating). To this end, we developed a quantitative study in the context of a H2020 EU project, with a sample of 456 citizens from the city of Alkmaar (the Netherlands). Our findings show that the utilitarian value of SES has a significant effect on all the engagement behaviors, except for sharing feedback. Social value has a significant influence on the more socially related engagement behaviors, such as sharing feedback, helping other users, and advocating. Finally, environmental value has an indirect effect on information seeking, proactive managing, and advocating, but only when mediated through awareness of consequences. The implications of this study should allow SES providers to design more relevant offerings and policymakers to develop better citizen engagement strategies.

2024

SDG commentary: services that enable well-being of the human species

Autores
Hammedi, W; Parkinson, J; Patricio, L;

Publicação
JOURNAL OF SERVICES MARKETING

Abstract
Purpose - The purpose of this paper is to explore the challenges, interplay and potential directions for future service research to address the first three Sustainable Development Goals (SDGs) of no poverty, zero hunger and good health and well-being. Design/methodology/approach - This commentary examines how service research has addressed these SDGs in the literature, and through the development of a theory of change, the authors propose an agenda for service research going beyond serving, to enabling and transforming service systems, expanding the current focus on individual to community and population well-being through promotion and prevention.Findings - Service research has increasingly advocated human-centered approaches but requires a shift towards an all of humanity perspective. Individual and collective well-being have gained attention in service research, emphasizing the importance of considering collective well-being.Research limitations/implications - The commentary underscores the need for a comprehensive approach to develop services that contribute to the well-being of the human species. It calls for research that transcends dyadic interactions, considers systemic dynamics and broadens the focus from individual to collective and population well-being. Social implications - This paper discusses important societal issues of poverty, hunger and good health and well-being and the need for integrated and ecosystem approaches to develop equitable and sustainable solutions for collective well-being.Originality/value - While SDGs 1, 2 and 3 address individual goals, they collectively underpin the well-being of communities and societies.

2024

Understanding service ecosystem dynamics: a typology

Autores
As'ad, N; Patrício, L; Koskela-Huotari, K; Edvardsson, B;

Publicação
JOURNAL OF SERVICE MANAGEMENT

Abstract
PurposeThe service environment is becoming increasingly turbulent, leading to calls for a systemic understanding of it as a set of dynamic service ecosystems. This paper advances this understanding by developing a typology of service ecosystem dynamics that explains the varying interplay between change and stability within the service environment through distinct behavioral patterns exhibited by service ecosystems over time. Design/methodology/approachThis study builds upon a systematic literature review of service ecosystems literature and uses system dynamics as a method theory to abductively analyze extant literature and develop a typology of service ecosystem dynamics. FindingsThe paper identifies three types of service ecosystem dynamics-behavioral patterns of service ecosystems-and explains how they unfold through self-adjustment processes and changes within different systemic leverage points. The typology of service ecosystem dynamics consists of (1) reproduction (i.e. stable behavioral pattern), (2) reconfiguration (i.e. unstable behavioral pattern) and (3) transition (i.e. disrupting, shifting behavioral pattern). Practical implicationsThe typology enables practitioners to gain a deeper understanding of their service environment by discerning the behavioral patterns exhibited by the constituent service ecosystems. This, in turn, supports them in devising more effective strategies for navigating through it. Originality/valueThe paper provides a precise definition of service ecosystem dynamics and shows how the identified three types of dynamics can be used as a lens to empirically examine change and stability in the service environment. It also offers a set of research directions for tackling service research challenges.

2024

It's the moment of truth: a longitudinal study of touchpoint influence on business-to-business relationships

Autores
Cambra-Fierro, J; Patrício, L; Polo-Redondo, Y; Trifu, A;

Publicação
JOURNAL OF RESEARCH IN INTERACTIVE MARKETING

Abstract
Purpose - Customer-provider relationships unfold through multiple touchpoints across different channels. However, some touchpoints are more important than others. Such important touchpoints are viewed as moments of truth (MOTs). This study examines the impact of a series of touchpoints on an MOT, and the role MOTs play in determining future profitability and other behavioral outcomes (e.g. customer retention and customer cross-buy) in a business-to-business (B2B) context. Design/methodology/approach - Building upon social exchange theory, a conceptual model is proposed and tested that examines the impact of human, digital, and physical touchpoints and past MOTs on customer evaluation of a current MOT and on future customer outcomes. This research employs a longitudinal methodology based on a unique panel dataset of 2,970 B2B customers. Findings - Study results show that all touchpoints significantly contribute to MOTs, while human and physical touchpoints maintain their primacy during MOTs. The impact of MOTs on future customer outcomes is also demonstrated. Practical implications - This study highlights the need for prioritizing human and physical touchpoints in managing MOTs, and for carefully managing MOTs across time. Originality/value - Given its B2B outlook and longitudinal approach, this research contributes to the multichannel and interactive marketing literature by determining relevant touchpoints for B2B customers.

2022

Energy Citizenship in Positive Energy Districts-Towards a Transdisciplinary Approach to Impact Assessment

Autores
van Wees, M; Revilla, BP; Fitzgerald, H; Ahlers, D; Romero, N; Alpagut, B; Kort, J; Tjahja, C; Kaiser, G; Blessing, V; Patricio, L; Smit, S;

Publicação
BUILDINGS

Abstract
It is commonly assumed by the projects demonstrating concepts for positive energy districts in cities across Europe that citizens want and need to be involved in the development of these concepts as an essential condition for positive energy districts to be deployed successfully and to achieve the expected societal goals. Six different research and innovation projects are investigating the different forms of energy citizenship in positive energy districts and their impacts. They aim to apply a transdisciplinary approach to collaborative research and to impact assessment. The interim results are described, and preliminary conclusions on impact are drawn. The projects each used different approaches to engaging citizens, while differentiating between different groups. Progress is monitored but only fragmentary evidence on the impact has been gathered. Transdisciplinary approaches are being developed but are still immature.

Teses
supervisionadas

2024

The dual role of customer-citizen engagement for sustainability

Autor
Manuel Pinto Neves Aires de Matos

Instituição
UP-FEUP

2023

Co-opetition in Technology-Enabled Digital Service Ecosystems

Autor
Agostinho Manuel Antunes da Silva

Instituição
UP-FEUP

2023

Understanding citizen engagement with energy communities: a mental models approach

Autor
Ana Luísa da Silva Ferreira

Instituição
UP-FEUP

2023

Citizen Engagement perspectives within local Sustainability Transitions - Engagement Behaviors and Engagement Management

Autor
Bianca Andreea Banica

Instituição
UP-FEUP

2023

Design of a method for International Information System implementation

Autor
Ana Rita Sousa Silva

Instituição
UP-FEUP