Abstract
The evolution of technology, and mainly the evolution of the Internet, has improved the way business is done. Nowadays, most services are offered through a website or through an app, as it is much more convenient and suitable for the customer. This business transformation made it possible to get a faster and cheaper service, and companies had to adapt to the change, in order to fulfill customers’ requirements. In this context, this paper relates to this digital transformation, focusing on a case study about Netflix, a former DVD rental company and currently an online streaming leader. We aimed to understand Netflix’s behavior alongside this digital wave. Thus, we performed a survey, which had 74 answers, mainly from Portugal, but also from Spain, Belgium, Italy, Turkey, Georgia and Malaysia. Of the people who answered the survey, 90.1% were stream consumers, but only 59.1% had premium TV channels. From those 90.1%, 58.3% also said that they watched streams between two and four times per week, but the majority of premium TV channel subscribers (63.8%) replied that they watch TV less than twice in a week. We see a trend in which the traditional TV industry is in decline and streaming as a service has increased in popularity. Consumer habits are changing, and people are getting used to the digitalization era. Netflix is also confirmed in our survey as the market leader of the entertainment distribution business, as stated in the literature, and the biggest strength of this platform is its content. © 2020, The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Nature Switzerland AG.

Abstract
This chapter presents an in-depth study of the current situation of mobile ticketing services in the context of urban passenger transport, and points out future trends and directions that will define forthcoming versions of mobile ticketing services. It defines mobile ticketing services and presents the technologies most used to deliver these solutions. This is complemented by a survey of research studies and experiences of deployments in a real environment. The mobile ticketing ecosystem is then deeply explored, where key players are identified as well as their key drivers and concerns regarding mobile ticketing services. Finally, future trends and research opportunities regarding mobile ticketing solutions are presented.

Abstract

Abstract
Purpose This article provides an in-depth understanding of customer experience with smart services, examines customer perceptual responses to smart and connected service environments and enriches this understanding by outlining how contextual factors (in terms of goals, activities, actors and artifacts) influence the customer experience. Design/methodology/approach This study adopts a qualitative approach in order to understand customer experience in the smart energy service setting. Semi-structured interviews and focus groups were conducted with 31 participants forming three groups of energy service customers: advanced smart energy (ASE) customers, electric mobility (EM) customers and high-consumption (HC) customers. Findings The findings show that customer experience with smart services involves a multidimensional set of perceptual responses, comprising specific smart service dimensions (e.g. controllability, visibility, autonomy); relationship dimensions (relationships with the service provider and with the community); and traditional technology-enabled service dimensions (e.g. ease of use, accessibility). The analysis of contextual factors such as goals, activities, actors and artifacts shows that smart services enable a more autonomous experience, wherein customers can integrate a myriad of actors and artifacts and expect the main service provider to support them in taking the lead. Originality/value Smart technologies have profoundly changed the service environment, but research on customer experience with smart services is scarce. This study characterizes smart services, provides an in-depth understanding of customer experience in this new context, and discusses relevant implications for management and service research.

Abstract
With the energy transition at sight and the EU renewable energy source integration ambition, the EU-SysFlex project aims at defining a set of advancements in the electric system that drives us towards that direction. With the increasing decentralisation and granularity of the generation facilities, local generation will gain a determinant role in the provision of future local and global systems services. This study presents an overview of a framework for a local market for reactive power control that will be implemented and demonstrated under a real scenario in a Portuguese demo site. The demonstration includes a set of capacitor banks of the distribution system operator (DSO) and two wind farms of a wind power generation operator. This local reactive power market consists of a close to real-time continuous intraday local market managed by the DSO, with 15 min delivery time to increase temporal granularity, and with 7 h delivery horizons with complex bids to allow more flexible assets operation. Market agents can also correct future previously scheduled positions by participating themselves as sellers or buyers of capacitive or inductive reactive power, providing a more flexible framework.

Abstract