Cookies
O website necessita de alguns cookies e outros recursos semelhantes para funcionar. Caso o permita, o INESC TEC irá utilizar cookies para recolher dados sobre as suas visitas, contribuindo, assim, para estatísticas agregadas que permitem melhorar o nosso serviço. Ver mais
Aceitar Rejeitar
  • Menu
Sobre

Sobre

Lia Patrício é coordenadora do Centro de Engenharia e Gestão Industrial 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. 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 a WP de citizen engagement do projeto europeu POCITYF. 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 e do Journal of Services Marketing e 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.

Tópicos
de interesse
Detalhes

Detalhes

005
Publicações

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.

2022

Theories, constructs, and methodologies to study COVID-19 in the service industries

Autores
Cambra-Fierro, J; Gao, L; Melero-Polo, I; Patricio, L;

Publicação
SERVICE INDUSTRIES JOURNAL

Abstract
Despite the wide variety of literature on the impact of the COVID-19 pandemic in the service industry, there is still a lack of an integrated systematized view of these multiple impacts. This study contributes to service research by identifying a variety of academic and managerial perspectives about the influence of COVID-19. We pay attention to the service industry, but with an especial focus on the tourism and hospitality industries, which have been more severely affected. This paper presents two multi-approach studies blending a systematic literature review (SLR) and a focus group methodology. Hence, it integrates and synthesizes the main results of the two studies considered to assist researchers and practitioners. It offers a complete overview of the state of the art and identifies three key service trends that have been accelerated by COVID-19: (1) the increasingly digital and autonomous customer; (2) the growing potential of data-driven services versus privacy concerns, and (3) the evolution from firm-centric to customer-centric and networked business models. Finally, this study provides relevant theoretical implications where we suggest relevant theories, constructs, and methodologies for future research to advance the current knowledge, and useful guidelines for business managers to better understand how to respond to market changes.

2022

The Multiple Identities of Service Design in Organizations and Innovation Projects

Autores
Sangiorgi, D; Holmlid, S; Patricio, L;

Publicação
The Palgrave Handbook of Service Management

Abstract
The recent evolution of service design, both as a sub-field of design studies and as an approach that is adopted and practiced by multiple actors in organizations, has led to multiple identities and roles of service design practitioners. This chapter uses the theoretical construct of professional identity to study this evolution through a qualitative study with key experts and practitioners. Results highlight the professional development of service designers in organizations from more operational and tactical roles to more strategic and leadership positions; the ongoing hybridization of service design practice and potential future scenarios; the transversal and vertical trajectories and strategies to develop design capabilities in organizations. © The Editor(s) (if applicable) and The Author(s), under exclusive licence to Springer Nature Switzerland AG 2022.

2022

From smart technologies to value cocreation and customer engagement with smart energy services

Autores
Goncalves, L; Patricio, L;

Publicação
ENERGY POLICY

Abstract
Smart grids enable large-scale integration of low-carbon energy sources and energy efficiency. However, changing customer energy consumption behavior has been a challenge, requiring the development of services that change the way customers relate with energy to increase energy efficiency and savings in households. To this end, this qualitative study in the Portuguese energy market offers a nuanced understanding of how customer cocreate value with smart energy services, identifying three different customer value cocreation practice styles and respective engagement behaviors). Study findings reveal that while AHEM (Advanced Home Energy Management) and MEM (Mobility Energy Management) customers are willing to play autonomous roles in managing the energy consumption and production, HFEC (Hassle Free Home Energy Consumption) customers may be open to adopt smart energy services without spending time and effort in using these services. The study offers relevant implications for policy makers and ESCOs (energy service companies). Although much attention has been paid to advanced customers, a nuanced approach may enable ESCOs to reach disengaged customers, by offering tailored services that are suited to their hassle free value cocreation practice styles. Policy makers may also explore tailored, and service focused incentives to push the adoption of smart service solutions in large-scale.

2021

Designing sustainable services with the ECO-Service design method: Bridging user experience with environmental performance

Autores
Sierra Perez, J; Teixeira, JG; Romero Piqueras, C; Patricio, L;

Publicação
JOURNAL OF CLEANER PRODUCTION

Abstract
Eco-design is focused on incorporating environmental criteria early in the design process to reduce the environmental impacts of new products. However, while services now represent the largest share of the world & rsquo;s economy, the incorporation of environmental sustainability in the design of new services is very limited. This research proposes the ECO-Service Design (ECO-SD) method that integrates eco-design and service design to conceptualize new environmentally sustainable services. The ECO-SD method bridges environmental criteria from eco-design with the human-centred approach of service design, to foster the environmental sustainability of new services, while offering a desirable user experience. To this end, this method encompasses four stages: service exploration, to understand the service context and how users interact with it; service visualization, to visually identify the barriers to environmental performance and user experience during service provision; service ideation, to conceptualize a new service that overcomes the identified barriers; and service assessment, to understand the changes in environmental sustainability and user experience of the newly designed service. The application of the ECO-SD method to two in-dividual shared transport services shows how it enables integrated identification of opportunities to overcome environmental and user experience barriers in the existing services.

Teses
supervisionadas

2022

Beyond a "Business as Usual" - Unraveling the Dynamics of Service Ecosystems through Service Platforms

Autor
Nabila As'ad

Instituição
UP-FEUP

2022

Designing a Customer Application for Consulting Services through Service Design

Autor
David Tomé Grande

Instituição
UP-FEUP

2022

Designing out stigma in an online-based sexual health promotion programme

Autor
Diogo Renato Barreira Coutinho

Instituição
UP-FEUP

2022

Understanding the customer engagement and the value co-creation with Smart Energy Services

Autor
Luisa de Souza Gonçalves

Instituição
UP-FEUP

2022

Service Design for Information Management

Autor
Gonçalo Ornelas Soares

Instituição
UP-FEUP