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- Efeitos da sazonalidade na gestão dos alojamentos turísticos nos AçoresPublication . Veríssimo, Diana Sofia Pavão; Tiago, Maria Teresa; Tiago, Flávio Borges; Faria, Sandra Dias; Couto, João Pedro AlmeidaEsta investigação foi elaborada com o propósito de identificar e analisar os impactos da sazonalidade na gestão dos alojamentos turísticos dos Açores. Para tal, foram selecionados um conjunto de alojamentos com tipologias a categorias diferentes a fim de apurar as semelhanças e diferenças do impacto da sazonalidade na sua gestão. Através de uma investigação utilizando o método qualitativo, realizaram-se as entrevistas aos responsáveis, procedendo-se de seguida à transcrição das mesmas de forma a comparar os resultados retirar conclusões a partir dos mesmos. Os resultados apontam para a existência de uma sazonalidade significativa, com a concentração elevada de vendas no verão e, para a necessidade de reforçar a gestão de eventos que criem uma dinâmica de procura na época baixa, a procura de novos mercados de turistas que viajem para a região na época baixa e o reforço das atividades de marketing para criar atratividade nas épocas intermédias.
- Adoption of CRM technology in multichannel environment : a review (2000-2013)Publication . Tiago, Flávio Borges; Tiago, Maria TeresaDespite the relevance of customer relationship management (CRM), there is a lack of a comprehensive literature review and a classification scheme for it in the last five years. This work provides an academic database of literature between the periods of 2000–2013, covering 28 journals and proposes a classification scheme to classify the articles in accordance to CRM main paths. Around fifty five hundred articles were identified and reviewed for their direct relevance to CRM in a multichannel environment. Eighty-seven articles were subsequently selected, reviewed and classified. Each of the selected papers was categorized on four CRM dimensions (Identification, Attraction, Retention and Development) and in the different channels involved (personnel sales, call center, email, web, and mobile). The review process was independently verified and promote interesting findings: Findings of this paper indicate that the research area of customer retention received most research attention during the first half of the years studied. On the other half, besides retention, development stage was truly relevant. Our analysis provides a roadmap to guide future research, as well as facilitate knowledge accumulation concerning the CRM in multichannel.
- Digital sustainability communication in tourismPublication . Tiago, Flávio Borges; Gil, Artur José Freire; Stemberger, Sara; Tiago, Maria TeresaThe relevance of sustainable tourism is unquestionable. Tourism and hospitality firms worldwide are moving toward more sustainable product offerings. However, not all firms communicate their achievements and commitments in this area. This study assesses the sustainable digital communication of small and medium accommodation firms and relates that information to the sophistication of their online presence. For this purpose, data were retrieved from the websites of 759 accommodation firms located in the Azores (São Miguel Island), classified as a sustainable island destination. The results indicate that international accreditations are less commonly adopted than local accreditations and that smaller firms tend to value eco-labeling when promoting their offers online. It is also noticed that sustainable achievements are highlighted on more sophisticated websites. This is one of the first studies to explore online sustainability communication; more specifically, the link with website sophistication among tourism SMEs. It is hoped that this study will stimulate further research on communication and SME practices on tourism sustainability and improve policy efforts to promote wider adoption of sound practices.
- Knowledge, technology and innovation cyclePublication . Tiago, Flávio Borges; Couto, João Pedro Almeida; Tiago, Maria TeresaThere is a common thought both in business and academia that some factos such as technology, innovation and knowledge are key components of success and allowing firms to achieve and sustain competitive advantages. There is a considerable amount of research performed around these three concepts and some of them analyzed their relationship. However, it still suffers from oversimplification of its development processes and methodological limitations. Nevertheless, there is a consensus in business and academia that knowledge is a key component of success and allows firms to achieve and sustains competitive advantages. In a digital era, these advantages arise from the potential of data and information that can be gathered, processed, shared, and used to improve e-business activities. Thus, this research bridges the gap in the assessment of knowledge management and e-business relationship, by applying an SEM to a large database sample of KM activities performed by European firms.
- Social media and tourism : a wishful relationshipPublication . Amaral, Francisco Emanuel; Tiago, Maria Teresa; Tiago, Flávio BorgesFor decades hospitality firms were used to domain the communication process. Thematic social network sites such as TripAdvisor became very important tools for travelers when deciding which hotels to book, and what restaurants and tourist attractions to visit, been a visible part of tourism communication evolution. Evidence suggests that e-WOM serves as a primary information source when tourists choose destinations, hotels, and other experiences. The role and use of social media in tourists’ decision making has been widely discuss in tourism and hospitality research, especially in the research phase of the tourist’ travel planning process. With the wide adoption of social media the influence of customers’ word-of-mouth increased and influences not only the research phase, but the repetition and overall customers’ experiences. To answer these questions a model assessing e-wom was developed and data was gathering from TripAdvisor regarding customer’s opinion in restaurant experiences. The results found establish the bases for understanding tourists’ engagement level and profiles.
- Knowledge IT-based Cycle and Territorial Digital Patterns InfluencePublication . Tiago, Maria Teresa; Tiago, Flávio BorgesKnowledge management, competitive intelligence, data mining are all buzzwords in a more digital and complex world. Nowadays, digital information and IT-based knowledge creation and application are present in most successful business initiatives. Unveil the surrounding factors of these successes is critical and therefore, this article discusses the relationship of digital patterns to knowledge management creation and application. It argues that some of the enablers and inhibitors come from firms’ regional and/or local environment. Understanding the factors that determine technology and knowledge management adoption is thus a highly relevant topic from the policy point of view. Considering the growing impact of e-business on regions, this research sets the background for the assessment of the relationship among ICT, knowledge management, and e-business practices.
- (Educ)Ação no empreendedorismo : uma abordagemPublication . Faria, Sandra Dias; Couto, João Pedro Almeida; Tiago, Maria TeresaIn the past decades, entrepreneurship has become one of the top concepts in the business field. Its relevance has increased in the past five years due to the economic world crises. Despite the relevance of entrepreneurship, there is a lack of empirical evidences regarding the enabling factors of entrepreneurship. This work provides a review of the literature related to entrepreneurship and entrepreneurship education and sets the grounds for a deeper understanding of the impacts of the last element on university students’ propensity to become entrepreneurs. The data gathered and use in this work, covers four different countries and allow us to test the framework established. Findings of this paper indicate that entrepreneurship education is common ground in most countries and the individual characteristics are no longer truly distinctive between countries. On the other half, besides these conclusions, the results show that entrepreneurship education is a key component of entrepreneurship propensity among university students. Our analysis provides a roadmap to guide future research, leaving answered some questions that will be future paths of research.
- Turismo de nichos : o “mercado da saudade"Publication . Rocha, Sílvia Pavão; Tiago, Maria Teresa; Tiago, Flávio Borges; Couto, João Pedro Almeida; Faria, Sandra DiasO turismo tem um grande impacto no desenvolvimento regional considerando a sua importância a nível social, cultural e económico. Em termos sociais, promove o emprego melhorando a qualidade de vida da população residente e, inerentemente, a “saúde” da mesma. As nove ilhas dos Açores reúnem características distintivas no que concerne ao clima, à fauna, à flora, ao património histórico e às tradições. Esta região possui um grande potencial turístico que tem vindo a desenvolver-se, principalmente após a intensificação da sua promoção e da evolução deste destino tão peculiar. Porém, constata-se ainda uma lacuna no que se refere à compreensão dos fluxos turísticos provenientes da América do Norte. Procurando contribuir para colmatar esta lacuna, efetuou-se um questionário a viajantes provenientes da América do Norte. Com recurso à análise de clusters determinou-se a existência de três segmentos: Nostálgico, Regular e Frequente. O reconhecimento destes três segmentos é importante para o destino e para a determinação das ofertas turísticas procedendo aos necessários ajustes.
- Using Open Remote Sensing and Geographic Data for SMART Monitoring of Nature-based TOURISM in the Azores Islands Natural Parks : towards (more) SustainabilityPublication . Gil, Artur José Freire; Fernández-Urrutia, Manuel; Tiago, Flávio Borges; Tiago, Maria TeresaA remote sensing-based operational tool using Sentinel-2 and Landsat-8 free and open access satellite multispectral data, and based on the Google Earth Engine (GEE) platform, is under development for monitoring land-cover/land-use changes in the Azores Islands Natural Park.
- Territorial standards for innovation : analysis for the regions of PortugalPublication . Natário, Maria Manuela; Braga, Ascenção M. M.; Couto, João Pedro Almeida; Tiago, Maria TeresaCompetitiveness among regions and innovation dynamics are intimately related and depend on a solid and effective innovation system. This study aims to measure innovativeness in different Portuguese regions and to evaluate the nature of the innovation process and the relationship between innovativeness and its region of origin. To characterize the territorial innovation processes and to identify innovation patterns by regions, it analyzes their main distinctive factors, based on the Community Innovation Survey results for each region. Thus, it compares the Portuguese regions by verifying the existence of subjacent clusters and finding out the characteristics that distinguish the different groups of regions. The results point to the existence of four groups of regions, and the factors identified are related to the innovation process, namely objectives of innovation, sources of innovation, collaborative networks, triple helix performance, and obstacles to innovation.