International Journal of Marketing, Communication and New Media

The academic journal International Journal of Marketing, Communication and New Media, property of the Instituto Superior de Entre Douro e Vouga (ISVOUGA), is a periodic publication on the web that represents a constant commitment to support research activity. Its foremost objective is to give incentive to research in the areas of marketing, communication and new media.







Amélia Brandão, University of Porto, Faculty of Economics and CEF.UP, Portugal

João F. Proença, University of Porto, Faculty of Economics and Advance/CSG, ISEG, University of Lisbon, Portugal        

Paolo Popoli, Parthenope University of Naples, Naples, Italy

Jorge RemondesHigher Institute of the Entre Douro and Vouga Region, and CEOS/ Polytechnic of Porto, Portugal.


The services business is more and more important in the Zeitgeist world context. The increasing change and complexity in customer management has resulted in the need of adapting and responding to these uncertainties to keep and improve customer satisfaction worldwide. When it comes to creating customer value, not only product quality matters but service quality as well. Several academics and practitioners have continuously been interested in the role of customers in services (Engstrom & Elg, 2015).

The quality of a service provided is a critical factor in a business's success. When it comes to providing great service, it's important to make sure that the service is consistent on a regular basis. Over the last two decades, a variety of factors have pushed the issue of service quality to the forefront of management's minds. The need for consistency in service quality offerings, increased customer empowerment as a result of technological advancements, customer heterogeneity, and reduced margin for error are just a few of them (Park, Yi, & Lee 2021). Due to the subjectivity of quality rating, the concept of service quality is a controversial topic. It is based on a comparison of expectations and views of the performance of the service given. How the Covid-19 pandemic has shifted the communication process to enhance quality values?

Moreover, service research has increased substantially during the last decades, and nowadays the investigation on services is extremely diverse. It  approaches an enormous diversity of fields within management and business area (not only relating to marketing, but also with operations and logistics, human resources management, etc.), but also a diversity of disciplines as psychology, computer science and information systems, engineering, etc. Thus, this special issue will be open to this theoretical background diversity originating an opportunity for different and diverse empirical studies as well as diverse ideas and perspectives, which in turn are considered vital for any academic area development. Thus, this perspective makes this special issue inclusive and transdisciplinary also aiming to encourage newcomers or early career researchers to consider the special issue as an adequate outlet for publishing their work.

Hence, the International Journal of Marketing Communication and New Media invites researchers to submit original, previously unpublished and complete manuscripts, prepared according to the journal’s guidelines. Accepted languages include English, French, Portuguese, and Spanish.


Possible topics for this special number include but are not limited to: 

• Artificial intelligence, augmented reality on services;

• Sustainability concerns on services;

• New communication tools on services; 

• The negativity on services; 

• Social media communication on services; 

• Consumer behavior on B2B and B2C services; 

• Brand management on services marketing; 

• Crisis Communication and Social Media; 

• Product as a Service (PAAS);

• Service quality metrics.


Deadline for submission: December 30, 2022 

Acceptance notification: March 30, 2023

Publication: May 30, 2023



Bitner, M. (1995). Building service relationships: It’s all about promises. Journal of the Academy of Marketing Science, 23(4), 246-251.

Bitner, M. (1990). Evaluating Service Encounters: The effects physical surroundings and employee responses. Journal of Marketing, 54(2), 69-82.

Engstrom, F., & Elg, M. (2015). A self-determination theory perspective on customer participation in service development. Journal of Services Marketing, 29(6/7), 511-521.

Liao, Y., Soltani, E., & Wilkinson, A. (2021). From product to service quality: the role of managerial mindsets. Production Planning & Control, 1-22.

Olsen, L. L., & Johnson, M. (2003). Service equity, satisfaction, and loyalty: From transaction specific to cumulative evaluations. Journal of Service Research, 5(3), 184-195.

Park, J., Chung, T., Gunn, F., & Rutherford, B. (2015). The role of listening in e-contact center customer relationship management. Journal of Services Marketing, 29(1), 49-58.

Park, S. J., Yi, Y., & Lee., Y. R. (2021). Heterogeneous Dimensions of SERVQUAL. Total Quality Management & Business Excellence, 32(1/2), 92-118.

Sergeant, A., & Frenkel, S. (2000). When do customer contact employees satisfy customers? Journal Service Research. 3(1), 18-34.

Sharma, P. (2012). Offshore outsourcing of customer services - boon or bane? Journal of Services Marketing, 26(5),352-364.

Tam, J. (2019). Examining the Role of Customer Self-Efficacy in Service Encounters. Services Marketing Quarterly, 40(4), 269-284.

Ye, J., Dong, B., & Lee, J. (2017). The long-term impact of service empathy and responsiveness on customer satisfaction and profitability: A longitudinal investigation in a healthcare context. Marketing Letters, 28(4), 551-564.

Posted: 2022-04-11




Susana LamasHigher Institute of the Entre Douro and Vouga Region, Portugal. 

Paula Quintas, Higher Institute of the Entre Douro and Vouga Region, Portugal. 

José Campos NevesHigher Institute of the Entre Douro and Vouga Region, Portugal. 

Jorge Remondes, Higher Institute of the Entre Douro and Vouga Region, and CEOS/ Polytechnic of Porto, Portugal.

Cybersecurity, privacy, and data protection are issues that currently concern States, Organisations, and People. Therefore, it is a subject that today deserves great media coverage, which makes this concern grow more and more among everyone.
When we talk about cybersecurity, we are talking about a set of standards, norms, and practices, which aim at making environments safe, environments composed of devices, systems, and people (Pinto, Moreira, & Silva, 2020).

The concept of private life arises from the influence of Anglo-Saxon law, with the influence of Samuel Warren and Loius Brandeis being considered common [it is said that Mrs. Warren liked to give select parties that were much commented in society (and the menu of the banquet was even published). Warren, a lawyer annoyed by the media coverage of these events, and his colleague Brandeis, after long reflection, published a study calling for the protection of the individual not only in his property but also in his privacy] as the authors of the concept of the right to privacy.

American privacy does not correspond to the Portuguese concept of private life, the expression is too closely associated with the protection of property, there is an overlapping of the concept of protection of private life and protection of property.
For François Rigaux "The essence of the "right of privacy" consists of claiming the 
exercise of a right of appropriation against any external aggression, private or public" (Rigaux, 1990).

Portuguese law refers to the right to private life, privacy, and the right to privacy, without ever defining the concept of "private life". The personalistic doctrine questions the opportunity of a definition, which will always present itself as complex.

Canotilho and Moreira (2007), grant that it is not easy to demarcate the dividing line between the field of private and family life that enjoys the reserve of intimacy and the domain more or less open to publicity (there being several theories that claim to provide the distinguishing criterion). Some doctrine distinguishes between the intimate personal sphere (absolutely protected) and simple private sphere (only relatively protected, which may have to yield in conflict with another interest or public good); but in the face of this precept of the Constitution of the Portuguese Republic (CRP), it seems that such distinction is not relevant. The constitutional criterion should perhaps be drawn from the concepts of privacy (no. 1, in fine) and "human dignity" (no. 2), to define a concept of each person's private sphere which is culturally appropriate to contemporary life. The normative scope of the fundamental right to the privacy of private and family life should thus be limited based on a concept of "private life" which takes account of the civilizational reference under three aspects: (1) respect for behavior; (2) respect for anonymity; (3) respect for life in the relationship" (Quintas, 2013).

According to Article 4 of the General Data Protection Regulation (GDPR), "personal data" means information relating to an identified or identifiable natural person ("data subject"); an identifiable natural person can be identified, directly or indirectly, in particular by reference to an identifier, such as a name, an identification number, location data, electronic identifiers, or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that natural person.

Cybersecurity is fundamental to the management of marketing, organizational communication, and new media. Marketing is increasingly based on a high level of data management, essentially in the most digitally advanced organizations. Thus, ensuring privacy and data protection is increasingly crucial for customers and partners.

Possible topics for this special issue include but are not limited to:

-  Cibersecurity;

-  Privacy;

-  Data protection;

-  Digital law;

-  Legal implications;

-  Consumer rights in digital.

Deadline for submission: October 30th, 2022 

Acceptance notification: December 30th, 2022 

Publication: February 28th, 2023


Pinto, W. D. G.; Moreira, J. P.; & Silva. A. (2020). Cibersegurança, 4o Seminário de Tecnologia, Gestão e Educação. Brasil: Faculdade e Escola Técnica Alcides Maya, pp. 1-8.

Canotilho, G. & Moreira, V. (2007). Constituição da República Portuguesa Anotada. Coimbra: Coimbra Editora, p. 181.

Rigaux, F. (1990). La protection de la vie privée et des autres biens de la personnalité. Bruxelas: Bruylant, p. 74.

Quintas, P. (2013). Os Direitos de Personalidade Consagrados no Código do Trabalho na Perspetiva Exclusiva do Trabalhador Subordinado – Direitos (Des)Figurados. Coimbra: Almedina, p. 219.

Posted: 2022-04-01
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Vol 10, No 18 (2022)

Table of Contents


Jorge Remondes


Al Mamun1 Md. Abdullah, Carolyn Strong, Jinnatul Raihan Mumu, Md. Abul Kalam Azad
Sandrina Francisca Teixeira, Amélia Silva, Maria José Angélico, Ana Paula Camanrinha, António Abreu
Mafalda Moutinho, Maria Rodrigues, Anabela Ribeiro
Pedro Mota Veiga, Julien Diogo, Pedro Manuel do Espírito Santo, Sara Santos
Arian Matin, Tornike Khoshtaria, Nugzar Todua
Donghwa Chung
G.Nilay Yücenur, Kaan Bozyel, Asli Ahmetoglu
Aruni Shashikala Ekanayake, E.A.C.P. Karunarathne
Andrzej Szymkowiak, Marcin Adam Antoniak, Natalia Doruch
Qaribu Yahaya Nasidi, Isyaku Hassan, Muhamad Fazil Ahmad, Murtala Garba, Musa BaraU Gamji