Digital transformation in the healthcare sector : how digital platforms can improve the healthcare industry

The healthcare industry currently is going through a digital transformation. New technol ogies impact the structure of the industry as well as the business models of existing healthcare organizations. Through this transformation, new industry opportunities arise. This thesis aims to analyze the potential that digital healthcare platforms can offer to organizations and their stakeholders, and how these platforms can improve the healthcare system. Based on the analysis of eight expert interviews, the key findings emphasize the importance of creating patient­focused platforms to improve access to healthcare. It is crucial to overcome industry challenges such as tight regulatory restrictions, to be able to build a digital healthcare ecosystem that connects different players and combines their distinct goals. Key drivers that impacted the rise of patient­centered platforms and here with simplified access to healthcare were advances in technology, the COVID­19 pan demic, regulatory changes, and increased patient empowerment. New value streams open up for healthcare organizations when implementing platforms that aim to digitalize the patient journey end­to­end. By addressing new patient needs and entering new markets with the help of digital tools, revenues can be increased. Encouraging information sharing and collaboration among stakeholders within the healthcare system is cost and time effi cient and can contribute to improved profitability. Digital platforms are an attractive op portunity for healthcare organizations and can contribute to an improved healthcare in dustry by creating an interconnected ecosystem.As novas tecnologias afetam a estrutura do setor de saúde e os modelos de negócio das organizações existentes. Através da transformação digital, surgem novas oportunidades no setor de saúde. Esta tese tem como objectivo analisar o potencial que as plataformas digitais podem oferecer às organizações e como podem melhorar o sistema de saúde. Com base na análise de oito entrevistas a especialistas, as principais conclusões sublinham a importância de criar plataformas centradas nos pacientes para melhorar o acesso aos cui dados de saúde. É crucial ultrapassar os desafios do setor para poder construir um ecos sistema digital de cuidados de saúde que ligue diferentes intervenientes e combine seus objectivos distintos. Os principais factores que influenciaram o surgimento das platafor mas centradas nos pacientes foram os avanços tecnológicos, a pandemia de COVID­19, as alterações regulamentares e o aumento da autonomia dos pacientes. As plataformas que visam digitalizar o percurso do doente de ponta a ponta abrem novos fluxos de valor para as organizações de cuidados de saúde. Ao atender às novas necessidades dos pa cientes e ao entrar em novos mercados com a ajuda de ferramentas digitais, é possível aumentar as receitas. Incentivar a partilha de informações e a colaboração entre as partes interessadas no sistema de saúde é eficiente em termos de custos e de tempo e contribui para a melhoria da rentabilidade. As plataformas digitais são uma oportunidade atrativa para as organizações de cuidados de saúde e podem contribuir para melhorar o setor de saúde, criando um ecossistema interligado

De-humanizing the customer experience: a conceptual framework

Technologies like smart services, artificial intelligence and cloud-based systems are reengineering current best practices, de-humanizing the customer experience and leading to new forms of interactions between human and machines. The topic is quite new in marketing and management. In particular, the effects of sales and marketing automation on customer experience are quite under investigated. This theoretical paper will develop a conceptual framework to find out variables moderating the relationship between automation (SMA) processes and customer experience (CX), as well as factors impacting positively and negatively on it. Important managerial implications derive from this study given the increasing number of companies who will approach the topic fast, by prompting to re-design daily operations and inherently change customer-firm interactions

How to create value with the integration of technologies in omnichannel strategies in the luxury market

A rápida evolução de tecnologia e o recente surgimento de tecnologias emergentes tem impactado a forma como os consumidores fazem compras e interagem com as marcas. E os desafios são intensificados no mercado de luxo devido não só pela natureza exclusiva e aspiracional deste segmento, mas também devido às elevadas expectativas dos consumidores de luxo. Para além disso, neste mercado altamente competitivo, os clientes têm uma extensa variedade de marcas, empresas e negócios dos quais podem escolher o que desejam comprar. Por isso, as experiências de luxo devem ser cada vez mais cativantes, diferentes e únicas. Neste contexto, o objetivo desta dissertação é analisar como é que a integração de tecnologia em estratégias omnicanal pode contribuir para a criação de valor em tais experiências. Esta dissertação examina a crescente importância das estratégias omnicanal e o poder das tecnologias na criação de experiências perfeitas para os consumidores de luxo. Explora, assim, a integração de tecnologia nas estratégias omnicanal de luxo, com o objetivo de compreender como o poder da tecnologia pode ser aproveitado para criar valor nesta indústria de luxo. Além disso, este estudo analisa os desafios e as oportunidades associados à integração da tecnologia na jornada do consumidor de luxo, como a necessidade de equilibrar o acesso e a exclusividade, satisfazer as expectativas dos clientes e utilizar os dados dos consumidores de forma eficiente. A recolha de dados foi realizada por meio de entrevistas semiestruturadas, seguindo uma metodologia qualitativa. Foram entrevistados 13 especialistas das indústrias de luxo e da tecnologia que trouxeram relevantes e valiosos contributos para esta dissertação. O guião das entrevistas e a análise das mesmas foram desenvolvidas com base na questão de investigação e nos objetivos específicos deste estudo. Esses elementos foram cuidadosamente elaborados e estruturados nos seguintes pilares: * entender como os especialistas vêm o poder da tecnologia quando integrada em estratégias omnicanal de luxo * as oportunidades e os desafios relacionados com a integração de tecnologia nestas estratégias e como os ultrapassar * casos bem-sucedidos de integração de tecnologia em experiências de compra de luxo Os resultados do estudo revelam que a tecnologia tem um impacto significativo na criação de valor dentro de uma experiência omnicanal de luxo. Ela possui o potencial de transformar a forma como os clientes interagem com as marcas, criando experiências memoráveis e superando as expectativas dos consumidores de luxo. Além disso, indica que a tecnologia pode aprimorar as etapas de compra por meio de dados e da essência da marca, elementos que são alavancados por tecnologias emergentes. Por fim, esta pesquisa demonstra a importância dos recursos das marcas e do conceito de evolução tecnológica para fornecer mais valor aos clientes.The rapid evolution of technology and the rise of emerging technologies have impacted how consumers shop and interact with brands. Challenges are intensified in the luxury market, not only due to this segment's exclusive and aspirational nature but also because of the high expectations of luxury consumers. In this highly competitive market, customers have a wide range of brands, companies, and businesses from which they can choose to buy whatever they want. Therefore, luxury experiences must be increasingly captivating, different, and unique. In this context, this dissertation aims to examine how integrating technology in omnichannel strategies can contribute to value creation in such experiences. This dissertation explores the growing importance of omnichannel strategies and the power of technology in creating seamless experiences for luxury consumers. It investigates the integration of technology into luxury omnichannel strategies to understand how technology can be harnessed to create value in the luxury industry. Additionally, this study examines the challenges and opportunities associated with integrating technology into the luxury customer journey, such as the need to balance accessibility and exclusivity, meet customer expectations, and leverage consumer data effectively. Data collection was conducted through semi-structured interviews, following a qualitative research approach. Thirteen experts from the luxury and technology industries were interviewed, providing valuable insights for this dissertation. The interview guide and analysis were developed based on this study's research question and specific objectives. These elements were carefully crafted and structured around the following pillars: * understanding how experts perceive the power of technology when integrated into luxury omnichannel strategies * exploring the opportunities and challenges related to technology integration * showcasing successful cases of technology integration in luxury shopping experiences The study findings reveal that technology significantly impacts value creation within a luxury omnichannel experience. It can transform how customers interact with brands, create memorable experiences, and exceed high-end consumers' expectations. Further, it indicates that technology can enhance the shopping journey via data and the brand's essence, leveraged by emerging technologies. Finally, this research demonstrates how vital the brands' resources and the technological evolution concepts are to deliver more value to the customers

Setting the Future of Digital and Social Media Marketing Research: Perspectives and Research Propositions

in pressThe use of the internet and social media have changed consumer behavior and the ways in which companies conduct their business. Social and digital marketing offers significant opportunities to organizations through lower costs, improved brand awareness and increased sales. However, significant challenges exist from negative electronic word-of-mouth as well as intrusive and irritating online brand presence. This article brings together the collective insight from several leading experts on issues relating to digital and social media marketing. The experts' perspectives offer a detailed narrative on key aspects of this important topic as well as perspectives on more specific issues including artificial intelligence, augmented reality marketing, digital content management, mobile marketing and advertising, B2B marketing, electronic word of mouth and ethical issues therein. This research offers a significant and timely contribution to both researchers and practitioners in the form of challenges and opportunities where we highlight the limitations within the current research, outline the research gaps and develop the questions and propositions that can help advance knowledge within the domain of digital and social marketing.Peer reviewe

Adoption state of artificial intelligence: a saas perspective

The following thesis will focus on the general topic of Artificial Intelligence (AI). The main purpose of this work is to investigate how generally AI is being implemented and developed in modern times. Artificial Intelligence is critical in the SaaS industry. The study aims to get an overview of the state of adoption of Artificial Intelligence with particular attention to how it is in the SaaS industry and what it may indicate for the future. The author compares secondary data analysis with interviews of SaaS experts to better understand of how the SaaS industry differentiates from the general market

The interplay between privacy failure, recovery and crisis communication management: an integrative review and research agenda

Purpose of the paper: To integrate different research streams related to privacy, service recovery and crisis communication management in order to systematize and summarize the existing knowledge on recovery after a privacy failure. It also aims to develop an agenda for future research. Methodology: An integrative literature review assesses and synthesizes previous literature, integrating multiple research streams and proposing a new theoretical framework and research agenda. We identify articles of potential interest in three online databases using keywords, and select those relating to privacy and privacy failure, crisis communication management and service recovery after privacy failure across multiple industries. Findings: Reviewing literature streams on privacy, service recovery and crisis communication management reveals that multiple theories and approaches have been used to focus on this topic. The most widely used are Justice Theory, Attribution Theory and Situational Crisis Communication Theory. The fragmentation of theories and approaches in different research streams reveals the need for a comprehensive overview of the growing complexity of the phenomenon. Key variables explaining how consumers react to service recovery after privacy failure are identified and summarized in a framework. Research limits: Because the number of publications is rising rapidly, quantitative insights require methodologies such as a systematic literature review or a meta-analysis. Practical implications: Findings have implications and offer directions for future academic research. Originality of the paper: This is the first paper that attempts to integrate different research streams in service recovery from privacy failure to develop a theoretical overview on the topic and to attract academic attention on the interplay between privacy failure, recovery and crisis communication management

SCO technology in grocery retailing : a structured analysis of current SCO systems from a customer and retailer perspective

This disertation presents an analysis of the customer and retailer value of SCO technologies in grocery retailing. The increasing competition, such as discounters or online channels, has led to a decrease in growth and profitability for traditional retailers. In order to counteract these increasing problems, retailers have been experimenting with SCO systems to save operating costs and to enhance customer satisfaction. However, research does not indicate that the deployment of various SCO instantly leads to such benefits and emphazises additional risks both for the retailers and customers. Thus, it is necessary to further analyse the impact of SCO devices on the retailer as well as the technology characteristics that drive consumer adoption. In order to destinguish the overall value for each SCO technology, a mixed-methods design is applied where qualitative data is quantized based on a Simple Multi-Attribute Rating Technique. Consequently, the first part of the analysis defines the individual weight and the score of each SCO variable that represents a key driver towards customer adoption. In the second part, the retailer value gets evaluated and added to the following calculation in order to define the definite SCO value. The “Scan Gun” offers the optimal mix of customer and retailer value and slightly outscores the Mobile Scan and Go technology via smartphone by achieving a total value of 15.11 out of 20 points.A presente dissertação consiste numa análise do valor do cliente e do retalhista em tecnologias SCO, no setor de retalho de produtos alimentícios. A competitividade crescente, com canais de descontos ou canais online, levou a uma diminuição do crescimento e lucro dos retalhistas tradicionais. De modo a combater estes problemas crescentes, os retalhistas têm cada vez mais acudido a sistemas SCO de modo a proteger custos operativos e promover a satisfação do cliente. No entanto, pesquisas realizadas indicam que a utilização de SCO não gera de imediato os objetivos pretendidos, enfatizando que existem riscos adicionais para retalhistas e consumidores. Assim, é necessária uma análise mais profunda do impacto da tecnologia SCO no comércio retalhista, bem como uma análise das características tecnológicas que promovem a sua utilização pelos clientes. De modo a distinguir o valor de cada tecnologia SCO, um mix de métodos de design é aplicado, no qual os dados qualitativos são quantificados com base numa Técnica Simple Multi-Attribute Rating. Consequentemente, a primeira parte da análise define o peso individual e a pontuação de cada variável SCO que represente um fator-chave que promove a utilização por parte dos clientes. Na segunda parte, o valor do retalhista é avaliado e adicionado à equação de modo a definir o valor definitivo da SCO. O "Scan Gun" oferece o mix ótimo de valor do cliente e do retalhista, e supera o scan por telemóvel e go-technology via smartphone, atingindo um valor de 15.11 pontos em 20