Browsing by Author "Brito, Carlos"
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- A methodological approach for the study of export grouping schemesPublication . Brito, Carlos; Silva, Susana Costa eExport grouping schemes have assumed an increasing role in the process of internationalization, especially for small- and medium-sized companies. Its network character has received the attention of a number of researchers who have focused both on their creation and development. Although cooperation has been recognized as a central feature, its collective action nature has been neglected. This paper aims at developing a methodological approach which takes into account that most export schemes involve a variety of actors who share common interests and are concerned with the promotion or defense of their collective interests.
- Service quality and customer satisfaction in public transportsPublication . Fonseca, Filipa; Pinto, Sofia; Brito, CarlosThe objective of the paper is to identify the determinants of service quality as well as its impact on the satisfaction of public transport commuters. The paper explores the relationship between service quality and customer satisfaction in a public transport service taking into account both internal and external perspectives. In order to analyse this relationship, the concepts of service quality, consumer satisfaction and dissatisfaction are assessed. A model of analysis is developed aiming at explaining this relationship and guiding the empirical study. This is based on an exploratory case study of a metro company in Europe. The results of the study put in evidence two key findings. The first is related to the level of service quality in its main dimensions. We conclude that reliability, security, speed, comfort and punctuality are quality dimensions of greater importance for the public transport services. Secondly, the study explores satisfaction and their determinants. Despite literature stipulates the existence of a distinction between the constructs of quality and satisfaction, this study found that the transport company, non-customers and customers clearly do not make such a distinction.
- Service quality in public transportation services aligning the operations perspective with customer expectationsPublication . Fonseca, Filipa; Pinto, Sofia; Brito, CarlosThe main objective of this paper is to explore the alignment between the operations perspective of service quality and the customer expectations. In order to analyse this alignment, the concept and operational dimensions of service quality are revised, as well as the concept of customer expectations. A model is presented, with the purpose of exploring the mentioned relationship and to guide the empirical study. A metro company in Europe was the core of this exploratory case study.
- The collective nature of export grouping schemesPublication . Brito, Carlos; Silva, Susana Costa eExport grouping schemes have assumed an increasing role in the process of internationalization, especially for small- and medium-sized companies. Its network character has received the attention of a number of researchers who have focused both on their creation and development. Although cooperation has been recognized as a central feature, its collective action nature has been neglected. This paper aims at developing a methodological approach which takes into account that most export schemes involve a variety of actors who share common interests and are concerned with the promotion or defense of their collective interests.
- The importance of second-hand knowledge in the revised uppsala model: can european textiles producers export to China?Publication . Silva, Susana Costa e; Pacheco, Eugénia; Meneses, Raquel; Brito, CarlosThe authors studied how knowledge derived from firms’ relationships—the so-called second-hand knowledge—is likely to influence their internationalization process. In this article, they examine howa European producer of textiles is able to sellworldwide, including to China, a highly competitive player in this industry. This article discusses models of firms’ networks and the extent to which such networks generate important knowledge that can explain internationalization behavior—how it is able to influence the selection of foreign markets and the entry mode used. The authors use the revised version of the Uppsala model of internationalization, which emphasizes the roles of trust-building, knowledge, and creation of opportunities within relationships.
- The relationship between service quality and customer satisfaction in public transport servicesPublication . Fonseca, Filipa; Brito, Carlos; Pinto, SofiaThis paper reports on a study that explores the relationship between service quality and customer satisfaction in a public transport service taking into account both internal and external perspectives. In order to analyse this relationship, the concepts of service quality, consumer satisfaction and dissatisfaction are assessed. A model of analysis was developed which aimed at explaining this relationship and guide the empirical study. This was based on an exploratory case study of a metro company in Europe.
- Toward a model of inter-organisational cooperationPublication . Brito, Carlos; Silva, Susana Costa eThe technological development along with the fall of most political barriers has made the world a smaller place. Firms, even those that focus their operations in the domestic market, face an increasing competition. These phenomena have introduced an important shift in the way the competitiveness issue must be regarded. In fact, in a growing number of cases it is a matter of being competitive in webs of relationships where the particular position assumed by one firm is likely to affect not only its own performance but also the evolution of other players. The objective of this paper is to shed a new light on competitiveness supported by collaborative arrangements. The authors develop a model of inter-organizational cooperation based on four attributes: interests, resources, activities and trust.
- Understanding export grouping schemes as issue-based netsPublication . Brito, Carlos; Silva, Susana Costa eMany Portuguese SMEs firms used export networks as an internationalization strategy. In the process of internationalization of those firms export grouping schemes have assumed an increasing role. Export grouping schemes creation and development has been widely studied. The study of collective action within export grouping schemes has been neglected. This paper aims at developing a methodological approach which takes into account that most export schemes involve a variety of actors who share common interests and are concerned with the promotion or defense of their collective interests.
- When trust becomes the fourth "C" of cooperationPublication . Brito, Carlos; Silva, Susana Costa eTechnological development along with the fall of most political barriers has made the world a smaller place. Firms, even those that focus their operations in the domestic market, face increasing competition. These phenomena have introduced an important shift in the way internationalisation must be regarded. In fact, in a growing number of cases internationalisation is not confined to "go overseas". Rather, it is a matter of being competitive in webs of relationships where the particular position assumed by one firm is likely to affect not only its own performance but also the evolution of other players. The objective of this paper is to shed light on internationalisation processes supported by collaborative organisational arrangements. The first part is a case study of an alliance involving firms that created a network aimed at developing a new brand. The second shows how firms can reinforce their competitiveness by joining resources and efforts to gain an important head start in the global marketplace. Authors develop a new model of inter-organisational cooperation. On the basis of an analysis of the actors, resources and activities, the cornerstones of the model are the four Cs of cooperation: Common interests, Conjoint resources, Coordination of activities and Confidence.