Abstract
An unprecedented outbreak pandemic caused disruption around the world. It had a strong impact on economic sector. Although, the pandemic accelerated the growth of e-commerce for specific categories as food retailer. As a result, several companies restructured their structures, in terms of IT and operations. During the first confinement, the operations and the website of SONAE MC were not prepared for the increase that existed due to the pandemic, COVID-19, causing disruption in the supply chain and long lead times. In this paper, it is explained how SONAE MC reduced its dependence on refrigerated vehicles, simplifying operations and reducing the costs of transporting products from online orders in vehicles with cargo space able to transport positive cold food and negative cold. It is also explained how innovation has ensured that products continue to be transported with quality and safety to all customers of the SONAE MC Darkstore. The result was the implementation of the proposed solution which may grow technologically once information and equipment are available.

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.

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
Small and medium-sized enterprises (SMEs) in Europe risk their competitiveness if they fail to embrace digitalization. Indeed, SMEs are aware of the need to digitalize-more than one in two SMEs are concerned that they may lose competitiveness if they do not adopt new digital technologies. However, a key obstacle is related with decision-makers' lack of awareness concerning digital technologies potential and implications. Some decision-makers renounce digital transition simply because they do not understand how it can be incorporated into the business. Take into account this common reality, especially among SMEs, this research project intends to identify the skills and subjects that need to be addressed and suggests the educational methodology and implementation strategy capable of maximizing its success. Therefore, and supported by a focused group research methodology, an innovative training program, oriented to decision-makers, was designed and implemented. The program was conceived based on a self-directed learning methodology, combining both asynchronous lecture/expositive and active training methodologies, strongly based on state-of-the-art knowledge and supported by reference cases and real applications. It is intended that the trainees/participants become familiar with a comprehensive set of concepts, principles, methodologies, and tools, capable of significantly enhancing decision-making capability at both strategic and tactical level. The proposed programme with a multidisciplinary scope explores different thematic chapters (self-contained) as well as cross-cutting thematic disciplines, oriented to the Industry 4.0 and digital transformation paradigm. Topics related with Digital Maturity Assessment, Smart Factories and Flexible Production Systems, Big Data, and Artificial Intelligence for Smarter Decision-Making in Industry and Smart Materials and Products, as well as new production processes for new business models. Each thematic chapter in turn is structured around a variable set of elementary modules and includes examples and case studies to illustrate the selected topics. A teaching-learning methodology centered on an online platform is proposed, having as a central element, a collection of videos complemented by a set of handouts that organize the set of key messages and take-ways associated with each module. In this paper, we present the design and practice of this training course specifically oriented to decision-makers in SME.

Abstract
Small and medium-sized enterprises (SMEs) in Europe are conscious that their competitive position depends on their success to embrace digitalisation challenges. However, some decision-makers in companies discard digital transformation because they do not understand how it can be incorporated into their businesses. Therefore, academia, research centres, and technological clusters are responsible for building the infrastructures and providing the support and the training that will progressively change this mindset. This paper aims to report an experience on designing a training program to train the trainers under the digital transformation topic. To define strategies to understand better the companies (and professionals) needs and motivations and the requisites to deliver the training course, the focus group methodology was applied. In this paper, we present a training program methodology and structure that intend to respond to industrial requests and, in this way to accelerate the digital transformation of companies, especially SMEs.