WorldCat Identities

Amorim, Marlene

Overview
Works: 13 works in 27 publications in 2 languages and 417 library holdings
Genres: Conference papers and proceedings 
Roles: Editor, Author, htt
Classifications: T56, 519
Publication Timeline
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Most widely held works by Marlene Amorim
Engineering systems and networks : the way ahead for industrial engineering and operations management by Marlene Amorim( )

13 editions published between 2016 and 2018 in English and German and held by 261 WorldCat member libraries worldwide

This book gathers a selection of the best papers presented at the joint international conference ICIEOM-CIO-IIE 2015, offering recent research on industrial engineering, management and operations from an international and interdisciplinary perspective. It includes contributions from different fields, such as operations research, modeling and simulation, production and service management and logistics, information systems and quality, and as such is of interest to both researchers and practitioners. Reflecting the interconnected nature of today's production systems, characterized by intense flows of goods, information and individuals between companies and nations, it is a valuable resource for anyone wanting an in-depth understanding of the field to guide managerial practice in order to take full advantage of existing opportunities
Industrial engineering and operations management : XXVI IJCIEOM, Rio de Janeiro, Brazil, July 8-11 2020 by International Conference on Industrial Engineering and Operations Management( )

2 editions published between 2020 and 2021 in English and held by 127 WorldCat member libraries worldwide

This volume gathers selected peer-reviewed papers presented at the XXVI International Joint Conference on Industrial Engineering and Operations Management (IJCIEOM), held on July 8-11, 2020 in Rio de Janeiro, Brazil. The respective chapters address a range of timely topics in industrial engineering, including operations and process management, global operations, managerial economics, data science and stochastic optimization, logistics and supply chain management, quality management, product development, strategy and organizational engineering, knowledge and information management, work and human factors, sustainability, production engineering education, healthcare operations management, disaster management, and more. These topics broadly involve fields like operations, manufacturing, industrial and production engineering, and management. Given its scope, the book offers a valuable resource for those engaged in optimization research, operations research, and practitioners alike
Industrial Engineering and Operations Management : XXVI IJCIEOM, Rio de Janeiro, Brazil, July 8-11, 2020( )

1 edition published in 2020 in English and held by 14 WorldCat member libraries worldwide

The proceedings of the 13th European Conference on Innovation and Entrepreneurship ECIE 2018, Aveiro, Portugal 20-21 September 2018 by European Conference on Innovation and Entrepreneurship( Book )

2 editions published in 2018 in English and held by 3 WorldCat member libraries worldwide

Assisted vs. self-checkout in retail: An empirical analysis of the impact of operational process dimensions on customer satisfaction, recommendation and reuse by Marlene Amorim( )

1 edition published in 2016 in English and held by 2 WorldCat member libraries worldwide

Managing reverse exchanges in service supply chains( Book )

1 edition published in 2016 in English and held by 2 WorldCat member libraries worldwide

Managing customer participation and customer interactions in service delivery : the case of museums and educational services by Marlene Amorim( )

1 edition published in 2014 in English and held by 2 WorldCat member libraries worldwide

Book of abstracts of the ICIEOM-CIO-IIIE international conference 2015 : Universidade de Aveiro, Portugal, July 6th-8th, 2015 : engineering systems and networks: the way ahead for industrial engineering and operations management by International Conference on Industrial Engineering and Operations Management( Book )

1 edition published in 2015 in English and held by 1 WorldCat member library worldwide

Architectures for multichannel front-office service delivery models( )

1 edition published in 2018 in English and held by 1 WorldCat member library worldwide

Abstract : Purpose: Multichannel (MC) service providers have been adopting a wide diversity of front-office service delivery models, i.e. different ways of employing channels to support the delivery of the service activities that involve customer interaction. Despite this, we are still faced with a paucity of concepts to understand the myriad of possible choices. The purpose of this paper is to develop a theoretical framework and basic design architectures to provide a structured understanding of the diversity of operational design choices for MC front-office service delivery models, their efficacy implications, and how they fit with the provider's service strategy. Design/methodology/approach: The study employs the analytical conceptual approach. The authors logically develop the architectures based on the operations management theory and provide corresponding empirical illustrations based on secondary sources, direct observation, and case studies. Findings: The authors propose two theoretically meaningful dimensions to characterize and distinguish between delivery models (channel redundancy and channel span) and put forward four anchor architectures for such models: generalist, parallel, constricted, and centralized. The authors identify the operational efficacy implications (effectiveness and efficiency) of the different architectures, and develop a set of propositions and design principles for selecting appropriate architectures. Research limitations/implications: Future research should develop empirical measures for the dimensions underlying the architectures. Originality/value: The study extends existing service process classifications by capturing the MC traits of front-office processes. The authors offer design principles to assist firms in selecting architectures that are aligned with their service strategy. The framework and architectures provide seminal concepts to support a wealth of future empirical studies
Quality management systems in European social service organizations( )

1 edition published in 2018 in English and held by 1 WorldCat member library worldwide

Abstract : Purpose: The purpose of this paper is to analyze from an adopters' perspective the European Quality in Social Services (EQUASS) Assurance standard, a certification program to implement a quality management (QM) system specifically tailored to European social service organizations (SSO). Specifically, it analyzes the motives, internalization, impacts, satisfaction, and renew intentions of this standard. Design/methodology/approach: The research uses a cross-sectional, questionnaire-based survey methodology with both closed and open-ended questions. Of the 381 organizations contacted, 196 responses from eight different European countries were considered valid (51.4 percent). Descriptive statistical techniques and content analysis were employed to analyze closed- and open-ended questions, respectively. Findings: The results show that SSO typically implement the certification for internal reasons, internalize EQUASS Assurance principles and practices in daily usage, obtain mainly operational and customer benefits, and consider main pitfalls such as increased workload and bureaucracy. Around 85 percent of the respondents are very satisfied or satisfied with the standard, which suggests that it meets their needs. The intention to renew the certification is also encouraging, but the final decision may be contingent on several aspects. Overall, the results reveal a rather optimistic picture, though there are some reasons for concern. Originality/value: Recent years have seen many social services implementing QM systems, but there have been few studies investigating this phenomenon. Social service managers, consultants, auditors, and the EQUASS certification body can find in this work valuable information to make their practice more effective. This is the first study to report the results of an EQUASS survey in a scholarly journal
Quality Management and Excellence in the third sector: examining European Quality in Social Services (EQUASS) in non-profit social services( )

1 edition published in 2017 in English and held by 1 WorldCat member library worldwide

Abstract : Third sector organisations are increasingly pressured to implement Quality Management and Excellence programmes. However, there is a paucity of literature investigating the impacts of such programmes. This research discusses the benefits, pitfalls, and professional practice effects of the implementation of the European Quality in Social Services (EQUASS) certification in non-profits. It uses a qualitative multiple case study approach of four Social Services Organisations (SSO) that have adopted the Assurance and Excellence levels of EQUASS. The findings indicate evident enhancements in process quality, whereas service outcome improvements or economic benefits were unclear. Although some impacts are specific to EQUASS Assurance and Excellence, they are consistent in many ways with those of ISO 9001 and the European Foundation for Quality Management Excellence model, respectively. The practice of social workers became more systematic and user centric, while their workload and time management difficulties also increased. Overall, the EQUASS certification may generate benefits that offset costs, but some challenges remain if quality of service/life is to clearly improve in SSO
An investigation of service quality assessments across retail formats( )

1 edition published in 2014 in English and held by 1 WorldCat member library worldwide

Abstract : Purpose: - The purpose of this paper is to investigate the existence of differences in service quality assessments across distinct retail store formats. We address customers' quality assessments for physical aspects, personal interactions, reliability and policies dimensions in hypermarkets and supermarkets to analyse the impacts for satisfaction and loyalty. Design/methodology/approach: - The study builds on previous scales for service retail quality to develop a survey addressing customers of hypermarkets and supermarkets in Portugal. Data analysis addressed 248 complete questionnaires and involved statistical testing to explore differences in service quality expectations across retail store formats. The regression analysis was used to estimate impacts of each service quality dimension for customer satisfaction and loyalty intentions. Findings: - The results support the existence of differences in customers' service quality assessments across retail store formats, notably for the expectations about different quality dimensions. Differences were also observed on the impacts for customer satisfaction and loyalty, in particular for the dimensions of reliability and personal interaction. Research limitations/implications: - The results suggest that managerial decisions regarding service in stores should be adjusted to the characteristics of each retail format. The generalizability of the results should be assessed by means of further investigation in other retail contexts. Originality/value: - Retail customers patronize multiple types of retail stores that compete on diverse service attributes. Building on existing service measurement scales, this paper provides a contribution to understand customer's quality assessments across distinct store types to inform retail quality and service differentiation strategies
Proceedings of the 13th European Conference on Innovation and Entrepreneurship : ECIE 2018 : The University of Aveiro, Portugal, 20-21 September 2018 by European Conference on Innovation and Entrepreneurship( Book )

1 edition published in 2018 in English and held by 1 WorldCat member library worldwide

 
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Audience level: 0.59 (from 0.53 for Proceeding ... to 0.99 for Industrial ...)

Alternative Names
Amorim, Marlene Paula Castro

Castro Amorim, Marlene Paula

Marlene Amorim wetenschapper

Languages
English (26)

German (1)