CEGI - Other Publications

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Browsing CEGI - Other Publications by Author "Lia Patrício"
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    Towards a holistic approach to the travel experience: A qualitative study of bus transportation
    ( 2013) Rui Carreira ; Lia Patrício ; Jorge,RN ; Magee,C ; Hommes,QV
    This article presents the results of a qualitative study with 49 bus passengers in two types of mid-distance journeys: (1) experience-centric trips (touristic), and (2) utilitarian trips (intercity transportation). Study results show that passenger travel experience encompasses all moments of contact with the transportation service, as well as aspects that are not in direct control of the transportation provider. The results also reveal that the travel experience involves a holistic set of customer responses that go beyond cognitive assessments, also comprising sensorial and emotional components. The comparison of the two transportation settings shows that both experience-centric and utilitarian trip passengers have a holistic view of the travel experience, although focusing on different experience drivers and customer responses. These findings indicate that transport providers and planners should pay attention to the overall customer travel experience from a holistic view, and that transportation services should be carefully designed and managed in a systemic way.
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    Understanding participation in company social networks
    ( 2013) Martins,CS ; Lia Patrício
    Purpose - This article seeks to contribute to a better understanding of company social networks (CSNs), which constitute people connected to a company or brand through a social networking site. To this end, the research addresses both participation goals and CSN attributes that drive participation in CSNs. Design/methodology/approach - With a grounded theory approach, this research begins with an exploratory study of the page maintained by a large retailer for six months, followed by a qualitative study featuring in-depth individual interviews and focus groups with 26 members of the CSN. Findings - The results highlight differences between CSNs and other types of online communities (OCs). Members rely on the company to help them achieve their goals; few count on their CSN peers, with whom they maintain weak ties. Unlike in brand communities (BCs), most members are not enthusiasts but instead engage in a pragmatic relationship with the brand. Practical implications - CSNs can create value for both the host company and its members; active management is necessary to unlock that potential. The implications for CSN management include strategies to foster participation and increase value for companies and members. Originality/value - Although the previous research has studied OCs, specific research on CSNs is scarce. This study characterizes CSNs and provides details regarding participation factors in this new context, as well as relevant implications for CSN management and service research.