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Measuring Services Quality of Ski Resorts: an approach to identify the consumer profile

Publication . Miragaia, D. A. M.; Conde, Diogo; Soares, Jorge

This study determined the consumer’s profile in winter sports, using their degree of satisfaction with services provided by a ski resort. A questionnaire was administered to 229 tourists/visitors and analyzed their satisfaction according to five factors: facilities and equipment; attributes of the slopes; resort services; restaurants, accommodation and social activities; and also about the access to the resort. Determination between levels of satisfaction indicated by different consumer segments was performed using a cluster analysis. The clusters identified were partially satisfied, dissatisfied, dissatisfied with everything, satisfied with everything. In relation to gender, no significant differences were identified in any cluster. With regard to expe-rience to visited other ski resorts, significant differences were found between tourists/visitors which have already done, comparing with the individuals who never been a similar context. It was found that only 5.2% of consumers who have had similar experiences with other ski resorts were satisfied with all services provided. The results of this study enable to the managers identify the attributes by which tourists/visitors have a higher level of satisfaction/dissatisfaction and foremost identify the valences which can be subject to some kind of improvement. This approach enables the adaptation of services according the preferences and expectations of tourists/visitors, with the prospect of incrementing consumer loyalty.

2016Journal article

Open access

Proposal of a green index for small and medium-sized enterprises: A multiple criteria group decision-making approach

Publication . Rita, Diana I.G.; Ferreira, Fernando A. F.; Meidutė-Kavaliauskienė, Leva; Govindan, Kannan; Ferreira, João

The impact of small and medium-sized enterprises' (SMEs) activities on the environment has proved to be negative in certain contexts, since these companies have not, for the most part, included environmentally sustainable practices in their processes, strategies, or long-term vision. Therefore, SMEs need to start adopting more environmentally-friendly behaviors to ensure a better future for coming generations. SMEs have failed to do this until now – despite making a significant effort – in part because dealing with this issue is a quite subjective process and a variety of aspects need to be considered. The current study sought to address this problem through the integrated application of cognitive mapping and the Analytic Hierarchy Process (AHP). Based on a constructivist approach, group sessions involving a panel of entrepreneurs and environmental experts created, tested, and validated a green index for SMEs that addresses two of the major limitations of current evaluation approaches. The first limitation is the manner in which evaluation criteria have been defined within the scope of SME environmental conduct assessments, while the second is the method with which these same criteria's weights – or trade-offs – are calculated. The proposed index produced promising results when used to identify the most environmentally-friendly SMEs in a sample of firms. These results can be used as benchmark data for environmental improvement initiatives, and the findings confirm that the methodologies underlying the proposed model-building process facilitate a clearer understanding of how to evaluate SMEs' pro-environmental behaviors. The advantages and limitations of the proposed index are also discussed.

2018Journal article

Restricted access

Peeking beyond the wall: analysing university technology transfer and commercialisation processes

Publication . Lopes, João N. M.; Farinha, Luís; Ferreira, João; Ferreira, Fernando A.F.

This paper sought to analyse the dynamics underlying university technology transfer and commercialisation mechanisms. We adopt a qualitative research methodology, which incorporates different case studies, interviews and applied research of the actors involved in universities, business incubators and start-ups. While limited to three case studies, this paper does highlight the technology transfer mechanisms and the support provided to commercialisation, including the identification of the difficulties and opportunities present within the context of cooperation networks. By surveying those running incubators and incubator company managers in conjunction with analysis of research, development and innovation (RDI) cooperative projects backed by European funding, we were able to gain insights into the different processes of transferring and commercialising technology. Falling within the framework of the third component of universities' mission, this article demonstrates not only the importance of RDI cooperation networks but also how the consequent commercialisation of new products and services generates positive consequences for economic growth.

2018Journal article

Restricted access

Cooperation for Innovation in the European Union: Outlook and Evidences Using CIS for 15 European Countries

Publication . Carvalho, Luísa; Madeira, Maria Jose; Carvalho, João; Moura, Dulcineia Catarina; Duarte, Filipe P.

Cooperation for innovation is understood as an essential element in the innovation process of European firms. The aim is to compare how the different sources of information (external and internal) and cooperation for innovation are used in manufacturing and services in Europe using Community Innovation Survey (CIS) data for 15 European countries. The empirical study uses a sample of firms included in the CIS (2008), which covers 15 European countries and applies multivarious data analysis techniques to extract results. The results of this research suggest that firms use simultaneously different sources of information for cooperation, revealing different patterns of cooperation according to the activity sector in Europe. This paper brings some important insights about cooperation for innovation and suggests some patterns in Europe useful to design public policies, due de similar behavior of some countries grouped according with geography, development status or other economic features. Thus, this article seeks to frame the subject based on a literature review that raises a set of study hypotheses and presents an empirical study applied to cooperation for innovation in Europe using the CIS for 15 European countries.

2018Journal article

Open access

Absorptive capacity and cooperation evidence in innovation from public policies for innovation

Publication . Moura, Dulcineia Catarina; Madeira, Maria Jose; Duarte, Filipe A. P.; Carvalho, João; Kahilana, Orlando

Purpose The purpose of this paper is to better understand whether firm cooperation and absorptive capacity foster success in seeking public financial support for innovation activities and, by doing so, how they contribute to innovation output. Design/methodology/approach The authors therefore extend the existing literature focusing on the effects of cooperation and absorptive capacity on specific public financial support for innovation activities in Portuguese firms from local or regional government, central administration and the European Union by using available data from the Community Innovation Survey CIS 2010 and the application of logistic regression models. The empirical analysis enabled a better understanding of the positive relationship of the variables that determine the form of public financial support in the integration of incentives within firms to stimulate innovation. Findings Therefore, as the level of absorptive capacity in Portuguese firms increases, so does the demand for benefits from public financial support to stimulate innovation from the European Union also increases. The same analysis, now considering the determinant cooperation, notes the positive effects of institutional sources of information and cooperation, in the propensity for seeking public financial incentives from the Central Administration and the European Union. As for internal information and cooperation sources, they are positively related to the integration of incentive measures from the local or Regional Administration and Central Administration. Originality/value The paper presents results that allow us to propose some suggestions that both the firms and those responsible for the implementation of public policies can undertake to increment innovation performance.

2018Journal article

Open access