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Customer experience has become increasingly important for service organizations that see it as a source of sustainable competitive advantage, and for service designers, who consider it fundamental to any service design project.

Integrating contributions from different fields, CEM was conceptually developed to represent the different aspects of customer experience in a holistic diagrammatic representation. CEM was further developed with an application to a multimedia service. To further develop and build CEM's models, 17 customers of a multimedia service provider were interviewed and the data were analyzed using Grounded Theory methodology.

Combining multidisciplinary contributions to represent customer experience elements enables the systematization of its complex information. The application to a multimedia service highlights how CEM can facilitate the work of multidisciplinary design teams by providing more insightful inputs to service design.

CEM supports the holistic nature of customer experience, providing a systematic portrayal of its context and shifting the focus from single experience elements to their orchestration.

This chapter seeks to describe the successive stages in the training and recruitment of economists at the service of the political regime that ruled over Portugal between 1926 and 1974. This chapter presents the main institutional settings for the education and practices of those who served the government in economic functions throughout this period. Its main aim is to show the changes that occurred in the understanding of the problems related with the development of the Portuguese economy, seeking to elucidate the processes of legitimation of an authoritarian regime, but also to show the signs of a critical break with a model of economic and social organization and a political regime that had reached the point of exhaustion.

This paper aims to develop a model to predict online review ratings from multiple sources, which can be used to detect fraudulent reviews and create proprietary rating indexes, or which can be used as a measure of selection in recommender systems.

This study applies machine learning and natural language processing approaches to combine features derived from the qualitative component of a review with the corresponding quantitative component and, therefore, generate a richer review rating.

Experiments were performed over a collection of hotel online reviews – written in English, Spanish and Portuguese – which shows a significant improvement over the previously reported results, and it not only demonstrates the scientific value of the approach but also strengthens the value of review prediction applications in the business environment.

This study shows the importance of building predictive models for revenue management and the application of the index generated by the model. It also demonstrates that, although difficult and challenging, it is possible to achieve valuable results in the application of text analysis across multiple languages.

The purpose of this paper is to demonstrate through a case study, how a tourist destination plan can contribute to the management of the destination, via the development of sustainable, coherent, integrated and efficient tourism actions.

The methodology incorporates a literature review on tourism planning and a case study, where the models and tools presented are applied to the Douro Valley region.

The Douro Valley Tourism Plan (DVTP) is based on an integrated and global perspective (by taking into consideration all the elements of the tourism system) and has been designed with the close and active involvement of the stakeholders. The goal is to ensure that all future actions will be pursued through a high commitment from the community and institutions of the region.

Aware of the interest that the Portuguese Government has in the region, as well as the financial resources that can be deployed, attracting private investment and promotion can be facilitated. These tasks, essential to the development of the region, are more easily facilitated as the DVTP gives a positive sign to the markets (investors and travel operators) and consequently to potential tourists.

The paper reports on the Douro Valley as the first destination in the World that has been assessed by the World Centre of Excellence for Destinations. The System for Measuring Excellence on Destinations, helping destinations to achieve sustainable development objectives, constitutes a tool for a better implementation of the “Douro Valley Tourism Plan” and so is an excellent example for other destinations.

Social movement research often focusses on phases of success and large protest events. By contrast, taking an interest in the question of how organizational change occurs within social movements, this study points out the importance of phases of low protest activity. The organizational structure of the Portuguese anti-austerity protests provides a thought-provoking case, as large protests organized by civil society actors other than the trade unions were a novelty in 2011. Furthermore, there are long periods of absence of large protests, and the organizational structure of the protests has undergone significant changes. Based on fieldwork in Portugal between September 2011 and March 2013, I differentiate between four phases in the organization of protests against austerity. I argue that it is mainly times of low degrees of activism – times that are rarely taken into account by social movement research – that lead to radical changes in the organizational structure of a social movement. The impact of the following factors on the direction of change is analyzed: (a) strategic choice; (b) values and normative commitments; (c) (potential) alliances and participants; (d) inspiration from other cases of social movement activism; and (e) learning processes, the history of social movements and the impact of memory.

The purpose of this paper is to describe the case of the Valorbio research project, in which students of different high-level programs were involved in the experimental work and in the dissemination of results in collaboration with the research team.

The inclusion in higher education curricula of content related to the sustainable development should be a preferred mechanism for the dissemination of good practices of sustainability. Another equally important way to achieve this is to involve students in research projects that seek solutions to the societal challenges related to sustainable growth. The Valorbio project aims to meet the needs for treating and reusing wastewater and solid waste. Its main goal was the development of modular systems for wastewater treatment based on constructed wetlands, exploring the possibility of the treatment systems being composed of solid waste and by-products from significant industrial sectors.

The students’ contribution to the research work was relevant and simultaneously allowed them to acquire skills on sustainable development. Additionally, the students contributed to the dissemination of the results. The Valorbio project can thus be considered a successful application of the concept of project-based learning (PBL), as a way to include sustainability issues content in the higher education curricula.

The applied experimental work had an original approach regarding the equipment design, the waste materials valuation, as well as the integration of waste treatment processes in the circular economy paradigm. This paper is the first reported PBL experience involving students of short-cycle technical–professional programs in partnership with first and second-level students and a research team.

The purpose of this work is the physicochemical characterization of a traditional Portuguese meat sausage, “Chouriça de carne de Melgaço”, including its lipid profile, taking into account the effects of autochthonous pig breed (Bísaro) and processing scale in its final composition.

Sausages from three manufacturers' scales (homemade, traditional, and industrial) and two breed origins (Bísaro and non Bísaro) were analysed for pH, moisture, fat, protein, ash, NaCl, hydroxyproline and fatty acid composition. A total of 11 samples from each type of manufacture and breed were randomly selected after the complete drying‐ripening process, in a total of 55 samples.

Physicochemical analysis of meat sausages showed a medium protein content (28‐33 per cent) correlated to manufacture type (p<0.05), and a high fat level (29‐41 per cent) related with manufacture type and breed. Homemade manufacture was characterized by lower moisture and higher salt contents, reinforcing consumer's safety and economical assurance. The industrial processed sausages presented significantly higher moisture content and higher PUFA contents than expected, indicating the use in the feeding of the pigs feedstuffs rich in oilseed components and an increased susceptibility to oxidation. Comparing with similar products from foreign origins, this sausage is characterized by similar salt contents and similar or lower fat contents, highly monounsaturated, with positive nutritional outcomes.

The improvement and control of Chouriça de carne de Melgaço manufacturing and breed origin is clearly needed. PGI should be implemented to guarantee genuineness of this product. The preservation of traditional procedures must guarantee the high quality of the product, its safety and consumer's acceptability.