Abstract
Tourism is a socio-cultural phenomenon that has intensified with technological development and with the advancement of communication and transport systems. However, the increase in the number of people moving around the world does not necessarily represent success or tourist access, but it can mostly serve more immediate marketing interests. Since tourism is considered a phenomenon, the sociological interest to study it arises. Tourist practice is an educational process, a learning process, which is established through the relationship between visitors and residents and their cultural backgrounds. Several authors dedicate their studies to this field, and several are also those who try to understand the relations between tourists and the residents in the host region. The purpose of this work is to review the scientific literature that is focused on the sociology of tourism as a subject to study the economic, social, and environmental impacts of tourism on societies and residents and how residents perceived the benefits and costs of tourism developments in the local community. Review of literature suggests that interactions between visitors and the host community can lead to short and long term positive and negative social-cultural, economic and environmental impacts on destinations.

Abstract
Kidney exchange programs (KEP) allow an incompatible patient-donor pair, whose donor cannot provide a kidney to the respective patient, to have a transplant exchange with another in a similar situation if there is compatibility. Exchanges can be performed via cycles or chains initiated by non-directed donors (NDD), i.e., donors that do not have an associated patient. The objective for optimization in KEP is generally to maximize the number of possible transplants. Following the course of recent approaches that consider a dynamic matching (exchanges are decided every time a pair or a NDD joins the pool), in this paper we explore two matching policies to find feasible exchanges: periodic, where the algorithm runs within some period (e.g each 3 month); and greedy, in which a matching run is done as soon as the pool is updated with a new pair or NDD. For each policy, we propose a matching algorithm that addresses the waiting times of pairs in a pool. We conduct computational experiments with the proposed algorithms and compare the results with those obtained when periodic and greedy matching aim at maximizing the number of transplants.

Abstract
We study last-mile delivery with the option of crowd shipping, where a company makes use of occasional drivers to complement its vehicle's fleet in the activity of delivering products to its customers. We model it as a data-driven distributionally robust optimization approach to the capacitated vehicle routing problem. We assume the marginals of the defined uncertainty vector are known, but the joint distribution is difficult to estimate. The presence of customers and available occasional drivers can be random. We adopt a strategic planning perspective, where an optimal a priori solution is calculated before the uncertainty is revealed. Therefore, without the need for online resolution performance, we can experiment with exact solutions. Solving the problem defined above is challenging: not only the first-stage problem is already NP-Hard, but also the uncertainty and potentially the second-stage decisions are binary of high dimension, leading to non-convex optimization formulations that are complex to solve. We propose a branch-price-and-cut algorithm taking into consideration measures that exploit the intrinsic characteristics of our problem and reduce the complexity to solve it.

Abstract
Eco-design is focused on incorporating environmental criteria early in the design process to reduce the environmental impacts of new products. However, while services now represent the largest share of the world & rsquo;s economy, the incorporation of environmental sustainability in the design of new services is very limited. This research proposes the ECO-Service Design (ECO-SD) method that integrates eco-design and service design to conceptualize new environmentally sustainable services. The ECO-SD method bridges environmental criteria from eco-design with the human-centred approach of service design, to foster the environmental sustainability of new services, while offering a desirable user experience. To this end, this method encompasses four stages: service exploration, to understand the service context and how users interact with it; service visualization, to visually identify the barriers to environmental performance and user experience during service provision; service ideation, to conceptualize a new service that overcomes the identified barriers; and service assessment, to understand the changes in environmental sustainability and user experience of the newly designed service. The application of the ECO-SD method to two in-dividual shared transport services shows how it enables integrated identification of opportunities to overcome environmental and user experience barriers in the existing services.

Abstract
The COVID-19 pandemic situation has pushed many higher education institutions into a fast-paced, and mostly unstructured, emergency remote education process. In such an unprecedented context, it is important to understand how technology is mediating the educational process and how teachers and students are experiencing the change brought by the pandemic. This research aims to understand how the learning was mediated by technology during the early stages of the pandemic and how students and teachers experienced this sudden change. Data were collected following a qualitative research design. Thirty in-depth and semi-structured interviews (20 students and 10 teachers) were obtained and analysed following a thematic analysis approach. Results provide evidence on the adoption of remote education technologies due to the pandemic with impacts on the education process, ICT platforms usage and personal adaptation. The emergency remote education context led to mixed outcomes regarding the education process. Simultaneously, ICT platforms usage was mostly a positive experience and personal adaptation was mostly a negative experience. These results bring new insights for higher education organizations on actions they could take, such as curating the learning experience with standard, institutional-wide platforms, appropriate training for students and teachers, and suitable remote evaluation practices.

Abstract
Purpose This article aims to synthesize and integrate current research on customer experience (CX), identifying the intellectual structure of the field, systematizing a conceptual framework and identifying future research opportunities. Design/methodology/approach To analyze 629 articles published in peer-reviewed journals in almost four decades, this study employs both bibliometric co-keyword and thematic literature analysis in a complementary way. Findings This article maps the CX literature by describing its intellectual structure in terms of three research domains (customer, organizational and technological), their corresponding most relevant research themes and topics. Moreover, this study develops a conceptual framework and research propositions to summarize and integrate the CX literature. This work recognizes technology as an important driver for the development of CX research. Lastly, this article provides future research opportunities for moving the field forward, considering an integrative view among domains. Originality/value This paper complements other reviews on CX by using a novel methodological approach (co-keyword and thematic analysis) that enables the identification and visualization of the CX intellectual structure. In addition, the study explores the increasing connection between technology and CX research, by raising evidence that technology, by continuously modifying services and consequently CX, has become a transversal component in the research field. These outcomes may be useful for academics and practitioners.