The impact of online promotional efforts on customer acquisitiom and retention at continente.pt

Continente Online (COL) is the market leader of online grocery retailing in Portugal. Aiming at sustaining this position, it has been focusing its promotional efforts in acquiring and retaining customers. This report intakes an extensive study on the impact of COL’s exclusive promotional efforts (free delivery offers and ten percent discounts on loyalty card) on customer acquisition and retention, as well as, a cost analysis on these offers. Two econometric models were developed and the results were interesting. It was concluded that free delivery offers have a significant impact both in terms of customer acquisition and retention, having also a lower cost in comparison with ten percent on loyalty card discounts.

Understanding the internet banking adoption by Portuguese customers - a unified theory of acceptance and use of technology and perceived risk application.

Trabalho de Projeto apresentado como requisito parcial para obtenção do grau de Mestre em Estatística e Gestão de Informação

How to increase value for customers of style in a box: The first Portuguese online platform for renting luxury dresses

A Work Project, presented as part of the requirements for the Award of a Masters Degree in Management from the NOVA – School of Business and Economics

CSR practices and labor retention: How can these variables be related?

A Work Project, presented as part of the requirements for the Award of a Masters Degree in Management from the NOVA – School of Business and Economics

(Non) - Demand driven servitization: strategic implications for suppliers from incorporating their customers up front

Double Degree. A Work Project, presented as part of the requirements for the Award of a Master’s Degree in Management from NOVA – School of Business and Economics and a Masters Degree in International Business, Strategy and Innovation from Maastricht University

Cost-to-serve customers’ optimization: Macro project Unilever – Jerónimo Martins

The objective of this work project is to analyse and discuss the importance of the “Cost to Serve” as a differentiation key factor, by accessing cost to serve customers of a Portuguese subsidiary of a multinational company, which is operating in the sector of fast moving consumer goods (FMCG) – Unilever – Jerónimo Martins (UJM). I will also suggest and quantify key proposals to decrease costs and increase customers’ value. Hence, the scope of this work project is focused on logistics and distribution processes of the company supply chain.

The impact of talent management practices on employee retention: The moderator effect of leader-member exchange and role modeling

Organizations are undergoing serious difficulties to retain talent. Authors argue that Talent Management (TM) practices create beneficial outcomes for individuals and organizations. However, there is no research on the leaders’ role in the functioning of these practices. This study examines how LMX and role modeling influence the impact that TM practices have on employees’ trust in their organizations and retention. The analysis of two questionnaires (Nt1=175; Nt2=107) indicated that TM only reduced turnover intentions, via an increase in trust in the organization, when role modeling was high and not when it was low. Therefore, we can say that leaders are crucial in the TM context, and in sustaining a competitive advantage for organizations.

Understanding churn and its reasons: The GuestU case

In the age of computerisation, entrepreneurs around the world aim to revolutionise their field with ground-breaking ICTs. GuestU is one of those offering mobile application development to small and medium-sized tourism enterprises. To assure the young start-ups steady growth this paper aims to identify reasons for the high customer churn risk. Primary data is used to analyse end-user behaviour and particularly the success of acquisition and activation. Results show troubling download quantities as well as retention rates leading to the recommendations for GuestU to incentivise and guide their customers in increasing promotion for the applications.

Characterization of the clients retention in the tlecommunications companies

The ability of a company to be able to do a precisely churn prediction, so it can act on it, is paramount. For this reason, Deloitte addressed me the challenge of characterizing the client’s retention in the telecom companies. To do so, it was created a comprehensive tool that enables Deloitte to evaluate the churn management maturity level of a telecom operator and highlight its strengths and weaknesses. The development of this matrix was based on a depth churn research, a market research based on 40 interviews and 2 focus group and the valuable feedback from Deloitte consultants.

Ecophysiology of Ruditapes decussatus

The physiological responses of the clam R. decussatus from the Ria Formosa, southern Portugal, were examined in relation to normoxia, hypoxia (11, 6, 3 and 1.2 kPa) and anoxia; acute elevation of temperature (at 20, 27 and 32 °C), and its effect on the resistance to air exposure (at 20, 28 and 35 °C); current velocity (0.6, 3, 8 17, 24 and 36 cm. s-1) and turbidity (10, 100 and 300 mg. l-1 dry weight of particulate matter), and the efficiency of this species in retaining particles of different size (at 10 and 100 mg. l-1); and to copper contamination considering both short-term acute exposure to high levels (0.1-10 mg Cu. l-1) and chronic environmental levels (0.01 mg Cu. l-1). Clearance rates, respiration rates, absorption efficiency and excretion rates were assessed through the physiological energetics in terms of the energy budget and scope for growth (SFG). Stress independent respiration rates (R) and clearance rates (CR) were observed in relation to hypoxia down to 12 kPa and 6 kPa, respectively. Anoxic rates were 3.6 % of normoxic rates. Scope for growth was greatly reduced under extreme hypoxia (14 % of SFG in normoxia). Respiration rate was temperature independent in the range 20-32 °C but the decline in clearance rate resulted in negative SFG at 32 °C. Gaping during air exposure and the maintenance of faster aerobic metabolism led to 100 % mortality in 20 hours at 35 °C, 4 days at 28 °C and 5 days at 20 °C. Low current velocities (≤ 8 cm. s-1) supported high clearance rates. Shear stresses ≥ 0.9 Pa induced sediment movement and disturbed the feeding processes resulting in decreased clearance rates (at 36 cm. s-1, is 10 % of maximum CR). The observed ability of jetting out depleted water at a different level than the one of the inhalant current results is an important adaptation of clams to the slow currents of sheltered environments. Ingestion at high seston concentrations (> 100 mg. l-1) is controled by reducing the amount filtered, lowering CR (to 30 % of CR at low seston loads) and producing pseudofeces. Observed efficient retention of particles (70-100 %) in the range 3 to 8 μm is beneficial when algal cells are diluted by fine silt particles as it is likely to occur in the clams natural environment. R. decussatus in the short term escaped the exposure to copper by valve closure and therefore acute tests are not applicable to adult clams of this species. At environmental levels chronic exposure to copper did not induce lethal effects during the exposure period (20 days), but scope for growth was reduced to c. 30 %, indicating sustained impairment of physiological functions. The sensitivity of the physiological energetics and the integrated scope for growth measurement in assessing stress effects caused by natural environmental factors was highlighted.

Applicability of SERVQUAL in restaurants: an exploratory study in a Portuguese resort

SERVQUAL is the most popular instrument to ascertain service quality. However, some debate exists about its ability to characterize different service environments. Furthermore, there is not a consensus about the inclusion of customer expectations in the model. The research presented in this paper intends to discuss the applicability of SERVQUAL to restaurant services and to analyze the inclusion of customer expectations in such environment. The research was developed in a Portuguese resort and more than 300 customers, from two different restaurants, were invited to participate in the study.

A engenharia de requisitos como processo inovador nas organizações

Trabalho realizado sob orientação do Prof. António Brandão Moniz para a disciplina “Factores Sociais da Inovação” do Mestrado Engenharia Informática realizado na Faculdade de Ciências e Tecnologia da Universidade Nova de Lisboa

Information technology service management: an experimental approach towards IT service prediction

Dissertation presented to obtain a Masters degree in Computer Science

SmART: an application reconfiguration framework

Dissertação apresentada na Faculdade de Ciências e Tecnologia da Universidade Nova de Lisboa para a obtenção do Grau de Mestre em Engenharia Informática.

The influence of sludge characteristics from fullscale MBR in membrane filterability

Dissertação apresentada na Faculdade de Ciências e Tecnologia da Universidade Nova de Lisboa para a obtenção do grau de Mestre em Engenharia do Ambiente,perfil Sanitária