Rozprawy doktorskie na temat „Leximancer”

Safety is defined as the absence of accidents where accident is an event which lead to unacceptable loss. Previously, most systems employed conventional risk management systems to deal with risks which was based on knowledge of previous experiences, failure reporting and risk assessments by computing historic data. But today, these are traced to organizational factors, functional performance variability and unexpected outcomes or it can be pointed towards systems thinking. Resilience engineering is recognized as other alternative to traditional approaches in safety management. The idea behind resilience engineering is that an organization must continually manage risks and create an anticipating, monitoring, responding and learning culture. This is resilient safety culture. Resilient safety culture is a new concept which has been proposed in order to cover the weaknesses of traditional approaches of safety culture. It is a safety culture with resilience, learning, continuous improvements and cost effectiveness. This resilience takes into consideration the dynamic aspect of the safety culture which makes it resilient to any risks which a safety system faces. The main drawback is the dynamic aspect of the culture is not taken into consideration which is the interaction between people, technology and administration. These interactions are quite complex in nature and difficult to understand and quantify. That is why this study investigates the understanding of these interactions using complex network theory. Once these interactions are understood to some extent, the prediction and prevention of incidents can be done to some extent. There are four different kinds of indicators in the system. Two are system performance indicators, leading and lagging and the other two are the risk indicators that as well leading and lagging. The system performance indicators are indicators which show how the system is performing either in current state which is leading and the system performance indicator which is lagging is gauged by efficiency of the system after a time such as injury rate. Risk indicators leading is found by understanding the various risks which are prevalent in the system and lagging risk indicators are the indicators which led to an accident in previous time frame. Since the system is dynamic, it needs to be understood that these indicators have a time value attached to it. If there is an accident which happened due to some lagging risk indicator, that is in previous time frame, that may have already changed by the time the accidents happened so safety-1 concept which looked at just lagging indicators to dictate the future evaluations of the organization need to be modified and thus resilient safety culture methodology is getting evolved using resilience engineering. Using fault tree analysis, the interactions of various components in a safety system can be understood. Resilient safety culture is treated as a system and it has three sub systems. The sub system further has factors which are important relationships to understand the whole system. These relations between the factors and subsystem are used to measure the resilience of the whole system. This is an innovative quantifying way in which we can improve the resilience in safety culture of an organization. In this study, the qualitative variables defined using the literature are correlated using qualitative as well as quantitative approaches. In the qualitative approach, Leximancer tool is used which model the variables using the literature data. Next, the resilient safety culture model is generated and then fault tree analysis is used to decipher the complex interactions which can help understand which relationships can lead to incident. This study would generate a tool which would help organizations look at the weak links and nodes in their organization to better equip and enhance resources to make the organization more resilient against any safety risks. Multiple case studies are done to validate this model and to show how the whole process is done to understand a way to reduce and mitigate risks. Resilience index is generated which helps in finding which constructs are lagging or weak in giving that index number and the index can be used to compare to companies or organizations irrespective of the number of respondents or the type of indicators which are used. It also helps in reducing the linguistic bias. The findings of this study show that in resilient safety culture model, which components should be focussed first and how the components of resilient safety culture model are related with each other. This helps in optimization of the components or subcomponents to get the maximum resilience in an organization. It is also found that weak areas in an organization can be successfully deciphered using the fault tree analysis approach along with visualization of failure paths. This resilience safety culture model generated along with the methodology adopted in this study can help the industry to making right decisions in enhancing the resilience of the organizations with minimum intervention. It can help the industry find the weak areas where the intervention is needed. It can also give leading indicators which can cause future incidents.
Thesis (PhD Doctorate)
Doctor of Philosophy (PhD)
School of Eng & Built Env
Science, Environment, Engineering and Technology
Full Text

With the development of technology, the communication between people has changed rapidly. Social media is a type of digital network designed to share content with other internet users based on their preferences and associations. The purpose of this research was to understand how industry press and the professional market place frame social media today. Moreover, this research showed the explored current social media pedagogy in business and communication programs to see if it matches the need of industry expectations. This study was a content analysis of the text-based study that uses a qualitative software-Leximancer to analyze data. The result suggested both industry press and the job market expect professionals to understand the skills of how to master the social media platforms, especially Facebook. Finally, universities offer few courses about social media, with primary objective of marketing and communication programs focusing on teaching students to be professional in business and organizations.

Research into complaints handling in the health care system has predominately focused on examining the processes that underpin the organisational systems. An understanding of the cognitive decisions made by patients that influence whether they are satisfied or dissatisfied with the care they are receiving has had limited attention thus far. This study explored the lived experiences of Queensland acute care patients who complained about some aspect of their inpatient stay. A purposive sample of sixteen participants was recruited and interviewed about their experience of making a complaint. The qualitative data gathered through the interview process was subjected to an Interpretative Phenomenological Analysis (IPA) approach, guided by the philosophical influences of Heidegger (1889-1976). As part of the interpretive endeavour of this study, Lazarus’ cognitive emotive model with situational challenge was drawn on to provide a contextual understanding of the emotions experienced by the study participants. Analysis of the research data, aided by Leximancer™ software, revealed a series of relational themes that supported the interpretative data analysis process undertaken. The superordinate thematic statements that emerged from the narratives via the hermeneutic process were ineffective communication, standards of care were not consistent, being treated with disrespect, information on how to complain was not clear, and perceptions of negligence. This study’s goal was to provide health services with information about complaints handling that can help them develop service improvements. The study patients articulated the need for health care system reform; they want to be listened to, to be acknowledged, to be believed, for people to take ownership if they had made a mistake, for mistakes not to occur again, and to receive an apology. For these initiatives to be fully realised, the paradigm shift must go beyond regurgitating complaints data metrics in percentages per patient contact, towards a concerted effort to evaluate what the qualitative complaints data is really saying. An opportunity to identify a more positive and proactive approach in encouraging our patients to complain when they are dissatisfied has the potential to influence improvements.

Brand meaning, which is often used in narrative advertising, is an important value that companies try to build around their loyal consumers. This exploratory research aims to explore brand meanings from consumers’ narratives. This study analyzed 2,382 consumer submitted narratives for a real brand in the food service marketplace. Brand narratives were analyzed using a mixed method content analysis approach by applying Leximancer software to generate key themes and their related concepts. The results indicate brand meaning with some thematic similarities as well as differences when comparing narratives submitted by females and males. This exploratory study introduces analyzing narrative as a way to learn brand meaning and generate future narratives that could be applied to creative message strategy.

Medicines have a large carbon footprint, and the aim of this research was to identify ways to reduce the carbon footprint of medicines in hospital pharmacy departments. Factors affecting pharmacists' and pharmacy technicians' engagement with pro-environmental behaviours regarding medicines' disposal in Australian and UK hospitals were explored. Environmental attitudes, environmental knowledge, environmental concern, and organisational factors that either help or prevent appropriate disposal of unwanted medicines and their packaging were investigated. Currently, many pharmacists believe medicines' disposal is outside their current scope of practice. Organisation-wide environmental education programs are needed to increase awareness and improve behaviours.

The unprecedented COVID-19 pandemic has severely affected the tourism and hospitality industry. Hotel managers feel uncertain facing this situation where the hospitality industry struggles to survive. Evidently, changes in crisis management and crisis planning practices are needed as the global pandemic continues to affect the industry. Most past studies put more emphasis on the crisis response and recovery rather than pre-crisis stage. Further, despite the negative impacts that crises,such as the COVID-19 pandemic, have on the industry, hotel managers have continued to show limited attention towards crisis planning. Therefore, this study aims to explore the pre-crisis stage through the lens of the Theory of Planned Behaviour (TPB), specifically, by gaining a deeper understanding about attitudes, subjective norms, and perceived behaviour, in relation to the additional variables of perceived risk and past behaviour, in exploring the Senior Hotel Managers’ intentions towards future crisis planning. The TPB model was evolved through the addition of the two variables of perceived risk and past behaviour, in response to extant calls for researchers to further develop the TPB model. This exploratory study involved a qualitative methodology which was founded on 21 semi-structured online interviews with Senior Hotel Managers of quarantine hotels in Western Australia. Online interviews were the only option available at the time this study was conducted which was during the COVID-19 pandemic year of 2021, where strict government guidelines, protocols and restrictions needed to be followed. A combination of non-probability convenience, purposive, and snowball sampling methods were used to recruit participants. The study gathered information from knowledgeable and experienced participants who had experienced the phenomenon that is being studied and helped to answer this study’s research questions. Senior Hotel Managers were chosen based on the following criteria: (1) Senior Hotel Managers who have worked or were presently working in quarantine hotels in Western Australia; (2) hotels that have been used or were presently being used as a quarantine facility; and (3) participants have experienced the COVID-19 pandemic. As the data was unstructured and qualitative in nature, a computer-driven qualitative data analysis program which used machine learning to perform thematic analysis for the purposes of exploring the data, was used. Leximancer was the program which was used to identify common themes and key concepts that emerged from the data. Results showed that positive attitudes, reference groups, perceived difficulties, perceived risks, and past behaviour were considered as the factors which influenced Senior Hotel Managers’ intentions towards future crisis planning.In summary, results from this study identified five attitudes (crisis, closure, people, procedures, and timeline), four important reference groups (crisis committee, colleagues, government, and external individuals), four perceived difficulties (human resources, colleagues, time, and ambiguity), four perceived risks (human risk, management risk, and environmental risk), and three past behaviour (crisis experience, awareness, and future crisis) that played a role in the Senior Hotel Managers’ crisis planning intentions. These findings present vital theoretical and industry implications, and proffer important guidelines for future research and practices for improving future crisis planning in the hotel industry. These findings also provide lessons to other industries outside the hotel industry, and other countries beyond Australia, which can be immensely valuable during a crisis, such as the present COVID-19 pandemic.

This paper presents the results from a study of information behaviors in the context of people's everyday lives undertaken in order to develop an integrated model of information behavior (IB). 34 participants from across 6 countries maintained a daily information journal or diary – mainly through a secure web log – for two weeks, to an aggregate of 468 participant days over five months. The text-rich diary data was analyzed using a multi-method qualitative-quantitative analysis in the following order: Grounded Theory analysis with manual coding, automated concept analysis using thesaurus-based visualization, and finally a statistical analysis of the coding data. The findings indicate that people engage in several information behaviors simultaneously throughout their everyday lives (including home and work life) and that sense-making is entangled in all aspects of them. Participants engaged in many of the information behaviors in a parallel, distributed, and concurrent fashion: many information behaviors for one information problem, one information behavior across many information problems, and many information behaviors concurrently across many information problems. Findings indicate also that information avoidance – both active and passive avoidance – is a common phenomenon and that information organizing behaviors or the lack thereof caused the most problems for participants. An integrated model of information behaviors is presented based on the findings.

Positively addressing and resolving staff grievances within a school is imperative for effective schooling and leadership. Often overlooked in Grievance Procedures is a behaviour that is creating significant concerns, but when recognised it is often associated with and mistaken for bullying. This concept, and associated behaviours (e.g. patterns of multiple unrelated negative interactions with others) belongs to the ogre. Ogre behaviours are not well understood because the focus in recent years has been on bullying research that is overt in its nature, rather than ogre research that is systematically covert, and may include deeper psychopathological underpinnings. This leaves a significant research gap that fails to address the relationship between the desire for power/authority in the workplace, ogre behaviours, and data on the extent to which negative interactions by ogres may be influenced by personality. Furthermore, a gap also exists that clarifies how individual perceptions may contribute to ogre behaviours, and explain how Grievance Procedures may contribute to the reinforcement of ogre behaviours. Content and Leximancer Analysis are two useful methodological tools which, when used in tandem, can specifically assist in addressing these gaps by increasing our understanding of the process/es undertaken to positively resolve ogre initiated grievance in terms of procedures, roles of individuals and outcomes in line with policy. Content and Leximancer Analysis were used to review formal procedures and archival files between the periods of 1973 until 1987 from a secondary school secure repository in Tasmania. Content Analysis was used to capture broad themes (i.e., concern relating to industrial/wage entitlements, behaviour/action of an individual, and negative interactions between 2 or more people), essences, and concepts common in archived formal grievance files; this led to identifying incidents in terms of their nature and severity. Leximancer Analysis was used to look at key ideas, concepts, and common words mandated by organisational human resource policy; this assisted in assessing whether appropriate procedures and processes were followed leading up to positive resolution of ogre initiated grievances. Content Analysis revealed that disputes regarding behaviours (e.g., harassment) appeared to have been resolved within five working days and, required no further action from school leadership. However, Leximancer Analysis identified that the Grievance Procedure in this school had a focus on producing measurable outcomes (e.g., reducing the harassment) rather than solutions (e.g., restoring an effective working relationship after harassment has ceased). Content Analysis allowed for a multi-layered consideration as it assisted in unpacking the grievance in terms of behaviour, and Leximancer Analysis provided a clear link in identifying how outcomes were achieved in line with policy and whether they resulted in positively resolving the grievance. Content Analysis in this research is guided by Social Cognitive Theory (SCT), and consequentially strengthened by enhancing the validity and reliability of the analysis. Even though this research did not unanimously indicate that there is an ability to identify ogres in the workplace within retrospective archival research, it did outline the importance of considering each concern on its merit and type, rather than expecting that the same reaction to concerns will provide solutions. Consequently, a risk framework has been developed to support the early identification of ogres in the workplace with two further recommendations from this research presented in the final chapter. The first of these recommendation is to develop a global definition of ogre behaviour, and secondly, to use solution focussed policy and procedure mechanisms in the form of a risk management tool.

O turismo negro, é um tema largamente desconhecido do público em geral, porém, tem vivenciado um crescimento progressivo entre os turistas. A panóplia de lugares e monumentos que suscitam a curiosidade do publico, são o motivo da sua crescente procura turística. Este estudo investigou duas experiências de turismo negro: visita a casas assombradas e visita à Prisão de Alcatraz. Numa média de 9 anos de revisões, as opiniões de 951 turistas, foram analisadas utilizando a ferramenta de analise de dados – Leximancer 4.0. Esta dissertação tem como objetivo descobrir os fatores que influenciam os turistas na decisão de visitar uma experiência de turismo negro. Os resultados obtidos, a partir da análise do conteúdo gerado pelos utilizadores, indicam os conceitos mais citados pelos turistas, relevando assim, o que estes mais valorizam em experiências de turismo negro.
Black tourism is a subject largely unknown to the general public, but it has experienced a progressive growth among tourists. The panoply of places and monuments that arouse the curiosity of the public are the reason for its growing tourist demand. This study investigated two dark tourism experiences: visiting haunted houses and visiting Alcatraz Prison. In an average of 9 years of reviews, the opinions of 951 tourists, were analysed using the data analytics tool - Leximancer 4.0. This dissertation aims to discover the factors that influence tourists in their decision to visit a black tourism experience. The results obtained, from the analysis of the content generated by users, indicate the concepts most cited by tourists, thus revealing what they value most in black tourism experiences.

O presente estudo tem como objetivo compreender quais os principais traços existentes no discurso político que levam à escolha eleitoral. Sendo o marketing político um dos métodos utilizados para procurar atingir maior votação eleitoral, é necessário compreender como poderão os políticos definir os traços nos seus discursos e assim atingir um maior número de votos, levando-os à vitória. Esta investigação compreendeu primeiramente o marketing político, assim como a confiança política, o discurso político, a marca política e, posteriormente, utilizou um método qualitativo para analisar o discurso dos três candidatos políticos com maior número de votos nas eleições Presidenciais de 2021. Os resultados obtidos indicaram que o candidato eleito utilizou traços no seu discurso político abordando as eleições e problemas noutros países, procurando aumentar a confiança dos eleitores em si e na sua capacidade de presidir o país. Os candidatos que ficaram em segundo e terceiro lugar nas eleições analisadas, utilizaram como traço comum a procura de utilização da marca política. De forma individual foi possível verificar que a candidata que ocupou o segundo lugar nas eleições Presidenciais de 2021 utilizou traços de crítica ao candidato que presidia o cargo de Presidente da República no momento das eleições, procurando pôr em causa o seu favoritismo, assim como traços de clareza na transmissão das suas opiniões. O candidato que ocupou o terceiro lugar utilizou para além da marca política do partido que o mesmo representava, traços de melhoria da imagem do seu partido, defesa e promoção do mesmo e por fim traços de populismo.
The purpose of this study is to understand the traits of the political speech which might impact the electoral decision making process. Being political marketing one of the methods used to maximize the electoral result, it is necessary to understand how politicians could tailor-made their public speaking traits in order to maximize the final result. The study’s main goal comprises the political marketing as well as the political trust, public speaking and political brand using a qualitative method in order to analyze the speeches of three candidates with the highest results in the 2021 Presidential elections. The results indicate that the elected candidate used public speaking traits which approached the elections and problems in other countries while looking to expand the confidence towards the electorate and its capacity to run the country. The number two and three used a common trait which comprised the search for the political brand. On an individual level, it was possible to verify that the number two criticized the President during the elections with the goal to damage the electorate positive opinion on him. The candidate number three decided to use his political party brand emphasizing its brand improvement as well as some key populist traits.

This thesis examines policy documents relating to the knowledge society of six Asia-Pacific countries (India, Korea, Singapore, Malaysia, Fiji and New Zealand). I employ Norman Fairclough’s version of Critical Discourse Analysis (CDA) to explore the discursive construction of knowledge-related policies within a comparative case study methodology. Leximancer – a computer software for text analysis is used to assist in operationalising parts of the CDA. The general conclusions drawn from the study indicate that the evolving knowledge policy discourse in the Asia-Pacific is not based on any robust theoretical framework but on international and country-specific paradigms of the knowledge society. In the policy discourses, the knowledge society is posited as a desired outcome in light of external (global) imperatives - economic globalisation, technological knowledge and innovation flows, and ICT revolution – which are married to context-specific developmental imperatives arising from geography, culture, history and polity. This hybridisation process gives shape to unique knowledge society paradigms of each country. My CDA analysis shows that the ideology of neoliberalism is a key discursive influence on the knowledge society paradigms and is mutated by differences in contexts across different countries. In the discourses, neoliberalism operates via an emphasis on policy restructuring (privatisation, deregulation and liberalisation), and streamlining of governance mechanisms relating to key knowledge and information policy sectors. The resulting knowledge society constructions are context and time-dependent frameworks and exhibit two core arguments of convergence in all the case studies: (1) ICT and Science & Technology as vehicles for knowledge-based development need to grow in an enabling policy environment and; (2) the twin imperatives of globalisation and technological revolution mean that knowledge policy should have a competitive and innovation orientation, and should be continuously readjusted in tune with global economic changes. In addition to convergence, there are two major issues of divergence, namely: (1) emphasis on affirmative action in knowledge-related policies of India, Malaysia, and Fiji; (2) the promotion of cultural production and creative industries in Singapore, New Zealand, and more recently in Korea. The original contribution of this thesis is that it provides a reassessment of the role of neoliberalism in knowledge society. The study is novel both in the selection of the problem and the methodology. Comparative case studies using CDA have not been attempted at the regional scale and not with this level of documentary data. The use of Leximancer improves the management of textual data and increases the validity of the interpretations. A study of this magnitude has not been attempted for the Asia-Pacific region previously. Finally, the conclusions drawn from applying the CDA are both persuasive and creative in terms of analysing policy discourses of the knowledge society.

Electronic word-of-mouth (e-WOM) is a concept originating from traditional communication of marketing messages from person-to-person word-of-mouth. Research over time, points out to a digital shift in forms of communication. In the modern age consumers are connected 24/7 to the internet, putting products and services under their stringent vigil. Thereby, e-WOM arises with the emergence of online communication amongst consumers relatable to their products and services experience. The topic of e-WOM has been receiving great attention worldwide due to its power in affecting consumer’ purchase behaviour and business performance. Nonetheless as an evolving phenomenon in the market, literature has grown very rapidly and in multiple ways, becoming fragmented. Recognising the importance of e-WOM as a research topic, this systematic review was developed with the purpose of mapping the key themes of e-WOM pertaining to literature for the past ten years. By doing Given this, we used Leximancer qualitative software to extract input from a pool of 64 articles from 2010 to 2020 with the keyword: e-WOM. The results endorse e-WOM relation with other four other themes such as “media”, “influence”, “hotel” and “relationship”. The content analysis of the themes not only contributed to theory by offering directions for future researchers but combining an overall reflection on the state-of-the-art of e-WOM phenomenon.
O electronic word-of-mouth (e-WOM) é um conceito baseado na comunicação e no marketing tradicional de pessoa para pessoa. A investigação de formas de comunicação ao longo do tempo aponta para uma mudança resultante da evolução digital. Na era moderna, os consumidores estão ligados 24 horas por dia à internet, escrutinando em permanência produtos e serviços. Neste contexto, o e-WOM resulta da comunicação online entre consumidores que partilham experiências, produtos ou serviços. O tema do e-WOM tem vindo a receber uma atenção particular graças à sua capacidade de afetar o comportamento de compra dos consumidores e o desempenho das organizações. No entanto, como fenómeno em evolução no mercado, a literatura cresceu muito rapidamente e de forma variada. Reconhecendo a importância do e- WOM como tema de investigação, esta revisão sistemática foi desenvolvida com o objetivo de mapear os principais temas do e-WOM relativos à literatura temática nos últimos dez anos. Neste sentido, foi utilizado o software qualitativo Leximancer com o objetivo de extrair significado de um conjunto de 64 artigos, de 2010 a 2020, com a palavra-chave: e-WOM. Os resultados sustentam a relação do e-WOM com outros quatro temas, tais como, "media", "influência", "hotel" e "relacionamento". A análise de conteúdo dos temas não só contribuiu para a teoria, apontando direções a futuros trabalhos de investigação, mas também uma reflexão geral sobre o estado da arte do fenómeno e-WOM.

Lisboa é caracterizada por ser uma cidade cosmopolita, autêntica e multicultural que alia as características históricas e modernas. As suas características, provam ser um ativo, que atrai cada vez mais turistas. Este estudo, baseia-se nas duas características distintas dos bairros de Lisboahistórico e moderno. Neste sentido, foram recolhidos 1008 conteúdos produzidos por turistas, referentes a três bairros históricos- Alfama, Bairro Alto e Chiado e um bairro moderno- Parque das Nações. Os dados foram submetidos no programa de análise lexicalLeximancer. Os resultados obtidos, revelaram que nos bairros históricos, existe uma perceção alusiva à tradição, autenticidade e contemporâneo, sendo dominados pelo ambiente cultural, gastronómico e pela vida noturna, em que o Fado é previligiado. Em relação ao bairro moderno, existe uma perceção aliada à modernidade, diversão e lazer, onde predomina a arquitetura moderna e as atrações como o Oceanário de Lisboa. As reviews revelaram ainda que, os turistas consideram a visita aos bairros históricos como uma “experiência”, proporcionada pelo bom ambiente cuja “arte de bem-receber” por parte dos Lisboetas, está saliente; estes bairros são ainda caracterizados pelas atividades de lazer e pela vida noturna. Por último, os turistas partilharam que o bairro moderno é ideal para visitar em família sobretudo com crianças, devido ao espaço de lazer e entretenimento oferecido.
Lisbon is characterized by being a cosmopolitan, authentic and multicultural city that combines historical and modern aspects. Its unique characteristics prove to be an asset, attracting more and more tourists. This study is based on two distinct slopes of the Lisbon-historical and modern districts. In this sense, 1008 contents produced by tourists were collected, referring to three historical districts - Alfama, Bairro Alto and Chiado and one modern district - Parque das Nações. The data collected was submitted to the lexical software analysisLeximancer. The data obtained revealed that in the historic districts, there is a perception alluding to tradition, authenticity and contemporary. These neighborhoods are dominated by the cultural, gastronomic and nightlife environment in which the Fado is privileged. In the modern district, there is a perception of modernity, fun and leisure, where modern architecture and attractions, such as the Lisbon Oceanarium. The reviews also revealed that, tourists consider visiting historic districts as an "experience", provided by the good environment whose "art of welcome" by the Lisbon population, is outgoing; also these neighbourhoods are characterized by relaxed atmosphere and nightlife. In summary, tourists shared that the modern district is ideal for visiting with the family especially with children, due to the space of leisure and entertainment offered.

Due to an increasing tourism offer, travelers look for memorable and unique experiences along the whole journey. Furthermore, the technology has been changing the game more than ever, and thus customer feedback, especially the online one, is shaping the whole industry. As such, to succeed and differentiate themselves in the current context, destinations and all organizations related to the tourism and hospitality industry must be able to deliver an outstanding service. In this context, the objective of the current project is to assess the quality of the service provided by Stay Hotel Lisboa Aeroporto, through the analysis of their online reviews on Booking.com with the Leximancer software. The aim consists of identifying the main themes in guests’ comments shared online and understand which aspects must be improved. This analysis will also be performed segmenting the comments by “rating given”, “room type”, and “traveler type”. Out of 1711 reviews analyzed, 12 general themes were identified: “staff”, “room”, “location”, “(value for) money”, “stay”, “night”, “service”, “everything”, “pleasant”, “noise”, “comfort” and “recommend”. Overall, gusts were satisfied with their experience at Stay Hotel Lisboa Aeroporto, as almost 60% gave the highest rating possible in their review, whereas only around 2% of the comments corresponded to the lowest ratings (2 and 1). Shortly, guests were pleased with the hotel’s staff, location, service, and value for money. However, several issues were identified in the online feedback provided by the reviewers, and it is recommended that the hotel addresses them in an appropriate way.
Devido à crescente oferta no setor do turismo e hospitalidade, os turistas procuram cada vez mais experiências memoráveis e únicas. Por outro lado, a tecnologia tem mudado a indústria de forma notória e, portanto, o feedback dos consumidores, especialmente o digital, tem moldado a mesma. Assim, para terem sucesso e se diferenciarem no contexto atual, os destinos e todas as empresas cuja atividade está relacionada com a indústia têm que ser capazes de proporcionar um serviço excecional. Neste contexto, o objetivo deste projeto passa por avaliar a qualidade do serviço prestado pelo Stay Hotel Lisboa Aeroporto, através da análise dos comentários partilhados pelos seus clientes na plataforma Booking.com e recorrendo ao software Leximancer. Procura-se identificar os temas mais comuns existentes no feedback feito online e compreender quais os aspetos a melhorar pelo hotel. Esta análise também será feita por “classificação atribuída”, “tipologia do quarto” e “tipo de viajante”. Dentro dos 1711 comentários recolhidos, foram identificados 12 temas gerais: “staff”, “quarto”, “localização”, “dinheiro (relação custo-benefício)”, “estadia”, “noite”, “tudo”, “agradável”, “barulho”, “comforto” e “recomendo”. No geral, os clientes ficaram satisfeitos com a experiência oferecida, visto que quase 60% atribuiu a classificação mais alta à sua estadia, enquanto que somente 2% dos comentários correspondiam às duas classificações mais baixas (2 e 1). Em suma, os clientes ficaram agradados com o staff, a localização, o serviço e a relação custo-benefício do hotel. No entanto, foram identificados vários aspetos nos comentários recolhidos que prejudicavam a estadia, situação que deve ser resolvida da melhor forma possível.

The world of restauration is full of different concepts and services, with the strategic objective of places to stand out and offer different experiences to consumers. Brunch is one of those concepts that, in the middle of the 21st century, is gaining a huge popularity among different types of consumers with different needs and standards. The main objective of this study is to understand and identify what is most valued during the Brunch experience, what are their drivers and what conclusions can be drawn based on the reviews shared in the post-consumer phase of the process. In addition, this dissertation also intends to understand if the dimensions of the experience vary according to the "gender" segment, from Brunch to Brunch and according to the evaluations given in the 734 comments online. The tools used to analyze the main themes of the comments were Wordle and Leximancer. After this process, the themes were displayed graphically on a conceptual map from which results data from 4 distinct Brunch restaurants: Nicolau Lisboa, Heim Café, Fauna & Flora and Zenith Brunch & Cocktail. From this analysis, 13 themes that depict the experience in a Brunch were discovered: Brunch space pancakes place waiting delicious time juice try people best recommend experience. It was also possible to conclude that there are several variables that impact the experience during brunch, that the reviews are a very useful tool to remove points to improve for the restaurant itself and that there is a gender divergence in what is valued at a brunch. In this dissertation it is revealed that the different ratings given in the Zomato platform represent different themes of the experience.
O mundo da restauração está repleto de conceitos e serviços diferentes, com o objectivo estratégico dos espaços se destacarem e oferecerem experiências distintas aos consumidores. O Brunch é um desses conceitos que, em pleno século XXI, está a ganhar uma popularidade imensa junto de diferentes tipos de consumidor que apresentam necessidades e padrões distintos. O principal ojectivo deste estudo é entender e identificar o que é mais valorizado durante a experiência de Brunch, quais os seus drivers e que conclusões se podem retirar com base nas reviews partilhadas na fase pós-consumo do processo. Complementarmente, esta dissertação pretende também perceber se as dimensões da experiência variam de acordo com o segmento “genero”, de Brunch para Brunch e de acordo com as avaliações dadas nos 734 comentários online. As ferramentas utilizadas para a analise dos principais temas dos comentários são o Wordle e o Leximancer. Após esse processo, os temas são expostos graficamente num mapa conceptual do qual derivam resultados de 4 restaurantes de Brunch distintos: Nicolau Lisboa, Heim Café, Fauna & Flora e Zenith Brunch & Cocktail. Desta análise retiraramse 13 temas que retratam a experiência num Brunch: Brunch, espaço, panquecas, lugar, espera, delicioso, tempo, sumo, experimentar, pessoas, melhor, recomendação, experiencia. Foi também possivel concluir que existem várias variáveis que impactam a experiencia durante o brunch, que as reviews são uma ferramenta muito útil para retirar pontos a melhorar para o próprio restaurante e que existe uma divergência de genero no que toca ao que é valorizado num brunch. Nesta dissertação revela-se que os diferentes ratings dados na plataforma Zomato representam diferentes temas da experiência.

Commercial airlines are among the sectors that are considered the riskier, and from which stakeholders demand more transparency. Hence, the current economic shock caused by the pandemic, which officially started in March 2020, had the commercial aviation sectors as one of the most affected, especially in the United States of America, where there is a liberalized and mature market. This Dissertation analyses the impact of the COVID-19 pandemic on how airlines, in the U.S., report risk in their annual reports in a time of distress and uncertainty. The methodology is based on content analysis using the tool Leximancer. It is used to find the main concepts and themes mentioned in the risk reporting sections of 11 different companies’ annual reports and determine the primary differences between the years 2019 and 2020. Five of the seven themes identified, for each year, were similar in both years. The themes that covered the more general and recurrent risks lost relative importance, whereas the themes that contained more specific day-to-day operations that were affected by the pandemic, the stock market, and shareholders gained more prominence. The findings of this investigation provide further insight into the main risk themes conveyed by airlines on a somewhat regular year and compares them with a turmoil filled year. This contributes to improving information asymmetry levels, transparency and, consequently, market confidence and capital flows. They also highlight the significance of what planning and preparedness levels for future pandemic situations should be, which were poor when airlines faced COVID-19.
As companhias aéreas estão entre os setores cujos investimentos são considerados mais arriscados e, dos quais, as partes interessadas exigem maior transparência. Assim, o corrente choque económico causado pela pandemia oficialmente iniciada em março de 2020, teve um dos seus maiores impactos imediatos no setor da aviação comercial, especialmente nos Estados Unidos da América, um mercado liberalizado e maduro. Esta Dissertação analisa o impacto da pandemia COVID-19 na forma como as companhias aéreas norte-americanas reportam risco nos seus relatórios anuais, numa altura de agitação e incerteza. A metodologia utilizada baseou-se numa análise de conteúdo utilizando a ferramenta Leximancer, de forma a definir e a encontrar as principais diferenças entre os principais conceitos e temas mencionados nos capítulos de reporte de risco dos relatórios anuais de 11 companhias aéreas baseadas nos E.U.A., de 2019 e 2020. Cinco dos sete temas de cada ano eram semelhantes em ambos. Os temas que abrangem os riscos mais gerais e recorrentes perderam importância relativa, enquanto os temas relacionados com as operações do dia-a-dia mais afetadas pela pandemia, o mercado de ações e com os investidores ganharam mais destaque. Os resultados desta investigação aprofundam o conhecimento sobre os principais temas de risco expressos, num ano "normal", pelas companhias aéreas, comparando-os com um ano de perturbações. Isto contribui para melhorar a assimetria de informação, transparência e, consequentemente, a confiança no mercado e a entrada de capital. Realça também a importância da preparação e planeamento para futuras situações pandémicas, facto não consumado perante o novo coronavírus.