Abstract
Purpose - The purpose of this paper is to create a movement within the service research community that aspires to help the billions of impoverished people across the world achieve better service from each other, from their communities, from corporations, from their governments, and from nongovernmental organizations. The authors believe every human being is worthy of being served properly. To achieve this purpose, understanding and learning from this huge low-income segment of society known as the base of the pyramid (BoP) is essential. There are myths about the BoP that need to be dispelled and there is a fundamental lack of service research on this important problem. Design/methodology/approach - The existence of an extensive BoP literature combined with service research priorities has called attention to drafting research agendas. Human service systems are explored historically and systems theory provides a perspective for understanding and reducing poverty. Transformative service research, service design research, and community action research are presented to illustrate three research approaches that can contribute to understanding and then better serving the needs of the neglected billions of humanity. Findings - First, the authors present a practical and meaningful call to action by making the case for the service research community to contribute to poverty alleviation with the creation of fresh ideas and research agendas. Second, the authors describe the ample opportunity for conducting service research in and with the BoP and thereby expanding service knowledge about the BoP. Third, the authors suggest a number of approaches for service researchers to join this new movement and help improve the well-being of billions of impoverished people. Social implications - Most existing service research comes from highly developed Anglo-Saxon countries and concerns the service problems of customers in affluent societies. Therefore, there is a fundamental lack of service research at the BoP. The social implications are truly global. Poverty is a global service system problem that can be reduced. Effective poverty alleviation solutions in one part of the world can be adapted to other parts of the world. Originality/value - This paper is a new and very original call to action to the service research community. First, with the exception of a few previous manuscripts calling for research on the BoP, this is the first time a collaborative effort has been made to start systematically changing this knowledge gap. Second, the service research community has never worked on a project of this magnitude. The authors hope to offer a role model to other academic communities as to how to marshal their resources to have a collective, positive impact on the well-being of the world's impoverished.

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Abstract
A better evaluation and understanding of the client's perception of the service provided by hotels is critical for hotel managers, especially in the "Travel 2.0" era, where tourists not only access but also actively review the service provided. This paper analyses data automatically collected from TripAdvisor reviews regarding 2 star and 5 star hotels in Porto. TripAdvisor user generated content is explored through text mining techniques with the purpose of creating word clouds, synthesizing and prioritizing the aspects of the service raised by customers. Furthermore, this content is analyzed using the SERVQUAL model to identify the service quality dimensions most valued by guests of the two types of hotels. The results of the preliminary study demonstrate that the methodology proposed allows us to identify service perceptions with reasonable effectiveness, highlighting the potential of the procedure to become a complementary tool for hotel management.

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This paper presents experience obtained in modelling and simulation of stakeholder-driven interactions for improved transport service design. The presented results describe value-aware, service model driven design artefacts supporting smart transport service development. The Socio-Technical System Engineering process is used in order to generate modelling and simulation artefacts, based on an executable representation of requirements. As a case study, the paper presents an improved design approach for a city transport information service to support travellers with valuable information regarding planning a trip in a city. This attempt to integrate agent-based modelling and simulation experience into the development of smart transport services emphasises the role of the development platform that provides tools for model analysis, validation, simulation, and real-time animation. The development platform's role in transposing the above mentioned aspects in practice is emphasized and integration guidelines of the STSE process steps with the IBM Rational Rhapsody (R) development platform are described.

Abstract
It is widely recognized that skippers can have a significant role in their vessel performance levels. However, in many studies that seek to address differences in performance of vessels, the contribution of the skipper is often not quantified, or the influencing factors are not explained. This study examines the effect of social factors, such as family heritage, education and professional expertise, on skipper skill and the economic performance of the Portuguese artisanal dredge fleet. This is done using a stochastic production frontier model and data on the weekly activity of 54 vessels operating during 2013 and 2014. The results suggest that in this fishery age and education levels of skippers are important determinants of efficiency. Experience as a skipper was no determinant of performance, possibly due to the simplicity of the technical equipment onboard. From a managerial perspective, this indicates that local authorities should consider initiatives to enhance the education levels and professional training of skippers, if they aim to improve the effectiveness of artisanal fleets.

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This paper investigates the impact of internationalization and diversification strategies on the financial performance of construction industry companies. The results obtained can guide the design of strategies to pursue company growth and achieve competitive advantage. The evaluation of companies' performance is based on the use of the Data Envelopment Analysis technique to aggregate financial indicators using optimized weights. The impact of internationalization and diversification on company performance is explored using truncated regression, controlling for the effect of contextual factors such as company age, size and time. Data Envelopment Analysis and truncated regression were complemented with bootstrapping to ensure the robustness of the results obtained. The activity of Portuguese and Spanish contractors in the period 2002 to 2011 is used as case study. The empirical results show that internationalization has a positive impact on financial performance, although this effect is only statistically significant for Spanish contractors. Diversification has a nonlinear relationship with performance, benefiting companies with either a small number of core activities or companies with a broad scope of activities.