ESG2-Artigos (em revistas ou actas indexadas)
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Percorrer ESG2-Artigos (em revistas ou actas indexadas) por Objetivos de Desenvolvimento Sustentável (ODS) "09:Indústria, Inovação e Infraestruturas"
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- Design of dashboards for CRM associated with health and wellbeing tourismPublication . Ashqar, Rashed Isam; Ramos, Celia; Contreiras, AlexandreDesign of dashboards is strategic for the Customer Relationship Management (CRM) associated with Health andWellness Tourism, considering all the knowledge acquired about Health and Wellness Tourism, the Machine Learning algorithms identified, and the characteristics to be considered in the development of the reports. It is intended to identify the components to be used in the development of the dashboards, which allow for control of the information associated with this business and to detect deviations in operation, taking into account concepts associated with User Experience/Consumer Experience and the Customer Journey of this type of customers in order to identify opportunities to innovate and grow economically, through the creation of intelligence about this business. In this paper, the presentation of examples of dashboards developed in Power BI, it was possible to show that customer capital indicators can be included, under different dimensions that characterize it. However, the lack of real data to apply in the formulas of the new indicators is one of the limitations of this paper.
- Digital co-creation and the transformation of customer experience in Moroccan hospitalityPublication . Lazrak, Youssra; El Idrissi Tissafi, Amina; Torkington, Kate; Correia, Marisol B.In Morocco’s rapidly growing hotel sector, digital co-creation is emerging as a key strategy to enhance the customer experience. Grounded in co-creation theory and the literature surrounding digital transformation, this study explores how Moroccan hotels use digital platforms to engage customers and foster service innovation. A qualitative research design, based on 27 semi-structured interviews with hotel clients, was employed. Data were analysed inductively using thematic analysis with NVivo 14, allowing patterns and key themes to emerge from participants’ narratives. Findings reveal that digital tools improve service personalization, facilitate feedback, and enable collaborative engagement through mobile applications, contributing to higher customer satisfaction and more effective service innovation. Persistent challenges include gaps in digital literacy and concerns regarding data privacy. The study contributes theoretically by providing contextual insights into how digital co-creation fosters personalization, engagement, and service innovation in Moroccan hotels. On a practical level, it offers empirically-grounded recommendations for hotel managers to design user-friendly digital interfaces, ensure data privacy, and support customers in adopting digital tools, thereby enhancing satisfaction and fostering customer loyalty.
- Digital competencies for future tourism and hospitality professionals: a higher education perspectivePublication . Custódio Santos, Margarida; Perdigão Alexandre Ribeiro, Filipa; de Matos, Nelson Manuel da Silva; Correia, Marisol B.The digitalisation of the tourism sector includes both traditional tools, such as global distribution systems (GDS) and metasearch engines, and more recent disruptive technologies, such as artificial intelligence (AI) applications. Due to the widening gap between the adoption of new technologies by tourism organisations and the digital skills of their workforces, this study aims to evaluate the digital literacy of future tourism and hospitality professionals. The specific objectives are to (1) assess students’ digital skills required for responsible interaction with digital content; and (2) identify any differences in digital competencies based on sociodemographic and fields of education and training. In 2025, a survey was conducted to collect 267 responses from tourism and hospitality undergraduates regarding their perceptions of their own digital skills. Results show that participants feel confident in basic digital tasks (e.g., searching, communicating, storing and assessing information). Over 50% of respondents indicated they had created playlists and videos and posted reviews, while a smaller proportion had designed websites. However, lower proficiency was reported in more advanced tasks (e.g., website design and document anonymisation). These findings highlight the importance of enhancing digital literacy training - particularly in practical, industry-relevant tools - to facilitate greater collaboration between suppliers and customers.
- Digital cultural heritagePublication . Portalés, Cristina; Rodrigues, Joao; Rodrigues Gonçalves, Alexandra; Alba, Ester; Sebastián, JorgeMost contemporary thinkers agree that we are going through a time of historical change, building a different concept and model of social interrelation. Our ways of life and work have changed, as have the ways in which we communicate and relate to each other. Likewise, an increasing consensus indicates the need to reconfigure traditional social and cultural structures. The Internet, the virtual social networks, and the Information and Communication Technologies (ICTs) have coalesced into a new collective consciousness—a world intercommunicated from the local to the global [1]. The fusion of tradition, culture, history, and legacy with technology, innovation, and interaction provides an attractive system that serves both as an artistic expression and as a fundamental tool for diffusion in cultural institutions [2]. For instance, the usage of interactive technologies such as virtual reality (VR) or augmented reality (AR), combined with multidimensional or multimodal representations [3], provides a significant novelty. User interaction offers a broader perspective, making people more aware of their actions, helping them become the true center of the application. It also enables interactive artistic expression through alternative realities, as well as narration supported by the use of virtual avatars.
- Enhancing restaurant management through aspect-based sentiment analysis and NLP techniquesPublication . Carrasco, Paulo; Dias, SandraThis paper presents a flexible and automated methodology for extracting and analyzing customer sentiment in the restaurant industry through online reviews. The proposed approach is evaluated on a sample dataset of 1000 reviews, as well as applied within an accompanying web application that utilizes a large corpus of 880,000 reviews from 1581 restaurants located in the Algarve region. By leveraging advanced Natural Language Processing (NLP) techniques such as Aspect-Based Sentiment Analysis (ABSA), this study seeks to accurately classify customer sentiments according to specific attributes related to food quality, service, ambiance, pricing and location. To assess its performance against human classification processes, the results demonstrate that the proposed methodology effectively replicates them with three alternative approaches for attribute extraction and classification being presented; among which BART model consistently outperforms DeBERTa while ChatGPT achieves highest F1 Score. Named RestMON Algarve, the developed web application will allow restaurant managers to extract and analyze customer sentiment from online reviews; track attribute evolution over time; compare performance between competing restaurants - thus providing relevant insights into enhancing customer satisfaction levels leading towards overall success in hospitality industry.
- The impact of information systems and the circular economy in the rural tourism sector. An evaluation of the Algarve regionPublication . Pego, AnaRural tourism in the Algarve is one of the main types of tourism that has grown in importance over the last ten years. Its importance shows a new capacity for tourism supply and demand, as well as a new methodology to improve the rural market. In addition, the sustainability of the rural tourism sector and its performance based on the circular economy is a good indicator that the rural market has improved its competitiveness and resilience. The research aims to describe the importance of the link between the circular economy (CE) and the information system (IS) in the rural tourism sector in the Algarve region. The quantitative research focused on the importance of the combination of these variables in rural tourism (RT) through the analysis of rural organisations. The author addresses the following research question: How has the rural tourism sector promoted CE and IS to increase its competitiveness? The analysis presents a challenging opportunity to discuss the use of IS and CE in rural organisations in terms of sustainability and competitiveness in the sector. The research provides an accessible exploratory study of circular management in RT while offering the opportunity to discover a new management methodology based on IS and CE. Furthermore, it is of interest to academics, policy makers, and others working in the hospitality sector.
- Leveraging large language models for aspect-based sentiment analysis: a restaurant recommendation system for entrepreneurs in LisbonPublication . Carrasco, Paulo; Esteves, PedroThe purpose of this study is to implement a restaurant recommendation system tailored for entrepreneurs within the Lisbon Metropolitan Area (AML), utilising Large Language Models (LLMs) for aspect-based sentiment analysis (ABSA) of online customer reviews. The methodology involved three phases: first, pre-processing restaurant and review data sourced from the DIG-IN online platform; second, defining relevant customer satisfaction attributes based on adapted service quality models and extracting associated keywords using LLMs; third, developing and applying prompts to GPT-4, GPT-3.5 Turbo, and Mistral 7B Instruct models to classify sentiment polarity across defined attributes like food quality, service, and ambiance found within 4,464 reviews from 115 ‘Italian’ restaurants in the AML. Concordance tests confirmed the models’ precision against human evaluation, with GPT-4o achieving 81.6% agreement. Results demonstrated the viability of using LLMs to extract, identify, and classify relevant attributes for sentiment analysis. The main conclusion is that LLMs provide a robust tool for interpreting large volumes of textual review data, enabling the creation of a prototype decision-support tool that offers entrepreneurs detailed competitive insights. This research demonstrates the practical application of LLMs and ABSA for strategic investment decisions in the highly competitive restaurant sector.
- As redes sociais como plataforma de comunicação da informação turísticaPublication . Moita, Patrícia; Ramos, CeliaAs redes sociais fazem parte da vida de milhares de pessoas à volta do mundo, sendo uma ferramenta essencial para a promoção turística, com custos reduzidos. No entanto, a preferência por uma determinada rede social poderá ser diferente consoante as características dos turistas, por exemplo: idade, género ou nível de escolaridade. Para além disso, o presente trabalho pretende averiguar qual a rede social mais utilizada para planear uma viagem e se as informações sobre os destinos turísticos, partilhados nesse meio, são relevantes para o processo de tomada de decisão sobre as opções a escolher para a concretização da viagem. O inquérito construído tem por base as tecnologias de informação e comunicação no turismo, para o efeito foi desenvolvido um estudo com os objetivos: caracterizar os utilizadores de plataformas de redes sociais que usam as mesmas para planear a sua viagem, identificar as redes mais relevantes e investigar a importância atribuída à promoção de informação sobre o destino turístico através destas plataformas. Constatou-se que a maioria dos viajantes considera relevante que a informação turística seja comunicada através das redes sociais, sendo o TripAdvisor a mais utilizada pelos inquiridos.
- The representation of Luxury Wine Hotels on the social network FacebookPublication . Cabeça, Diana; Afonso, Carlos; Dionísio Serra, Manuel António; Ramos, CeliaSocial networks are now integral to corporate strategy and daily social life. They enable the rapid and extensive dissemination of information, proving highly effective for promoting hotel marketing content. Consequently, they facilitate interaction and engagement between hotels and their customers, serving both advertising and evaluation purposes. This study aims to analyse the use of the Facebook social network by luxury wine hotels located in countries associated with the Mediterranean Diet. An analytical model examining the variables of content, interactivity, and visibility was employed. A total of 17 luxury hotel pages were analysed, with data collected using the Karma Fanpage platform, an online tool for social media analysis and monitoring. The findings indicate that the majority of profile posts were photographs, and that this format generated the highest number of user reactions. It is recommended that hotels publish more photographic content to foster greater engagement and conduct further analysis of the specific types of posts that elicit the most reactions.
- Reshaping the future of tourism & hospitality industry through blockchain technology: a systematic literature reviewPublication . Mountije, Yassine; Agapito, Dora Lúcia Miguel; Ramos, CeliaBlockchain is an emerging technology, and despite the growing literature on the topic, research on the use of blockchain in the tourism and hospitality industry is still fragmented. Therefore, further research is needed to explore blockchain’s applications, benefits, and obstacles from the perspective of businesses and consumers. This article aims to systematically review the extant blockchain-related literature and understand how this technology can be applied to optimise tourism and hospitality products and enhance tourist experiences. Following PRISMA guidelines, 98 peer-reviewed articles were deemed relevant to this study through a search in Scopus and Web of Science platforms. As a result of mapping research on blockchain in tourism and hospitality industry using Bibliometrix, a framework focused on applications, benefits and obstacles was developed. Findings can be used as a guide by researchers to advance the topic, as well as by stakeholders and policymakers in the field. Managers in tourism and hospitality should understand how to incorporate blockchain in businesses better, and policymakers should endeavour to develop clear regulations, especially for cryptocurrency use, which can lead to an increase in the adoption of blockchain in tourism and hospitality companies.