EsACT - Artigos em Revistas Indexados à WoS/Scopus
Permanent URI for this collection
Browse
Browsing EsACT - Artigos em Revistas Indexados à WoS/Scopus by Sustainable Development Goals (SDG) "04:Educação de Qualidade"
Now showing 1 - 2 of 2
Results Per Page
Sort Options
- Context-Aware Systems Architecture in Industry 4.0: A Systematic Literature ReviewPublication . Santos, Arlindo; Lima, Claudio; Pinto, Tiago; Reis, Arsénio; Barroso, JoãoFeatured Application This review highlights interoperability, automation, and decision-making as critical requirements for context-aware systems in the manufacturing domain that integrate the principles of Industry 4.0. It discusses relevant patterns and technologies, identifies context gaps, emphasises ontologies' importance, and proposes directions for future research.Abstract Technological evolution has driven the integration of computing devices in various domains, giving rise to heterogeneous and dynamic intelligent environments; together with market pressure, these pose challenges in formulating an architecture that takes advantage of contextual knowledge. In terms of architectural design, we are witnessing a transition from a centralised, monolithic view of systems to a decentralised view that incorporates the vertical and horizontal dimensions of the production environment. Therefore, this review aimed to (i) identify the requirements, (ii) find out about the representation models and context inference techniques, and (iii) identify architectural technologies, norms, models, and standards. The results observed in 25 articles made it possible to identify interoperability, automation, and decision-making as convergence points and observe the adoption of ontologies as a research area for context representation. In contrast, the discussion of context inference techniques remains open. Finally, this study presents recommendations for the design of a context-aware systems architecture that incorporates the principles of Industry 4.0 and facilitates the development of applications.
- Is dissolution the solution? A customer relationship reactivation modelPublication . Lopes, Luisa; Alves, Helena; Brito, CarlosPurpose: The purpose of this study is to identify and explore the factors that lead a lost customer to accept the reactivation of the relationship in business-to-consumer services. With few exceptions, most studies have examined dissolution and reactivation processes in isolation. This study relates to both processes. Design/methodology/approach: The empirical study was carried out in a large Portuguese telecommunication company. Firstly, interviews were conducted with 20 key informants and with 20 customers. Secondly, in order to test the research hypotheses, 830 customers were surveyed, including customers from various business units. Findings: Empirically, it was suggested that the acceptance of a reactivation proposal in contractual relationships is associated with customer characteristics (inertia, involvement andage), previous relationship characteristics (quality and globalsatisfaction), customer’s initial willingness to stay, cognitive(specific satisfaction, justice perceptions) and emotional factors(negative emotions) and barriers to reactivation. Research Limitations: The data were obtained from only one industry in one country. Practical implications: The results suggest that firms need to monitor the specific satisfaction (with dissolution and reactivation activities), improve skills in dealing with emotions, ensure fairness in treatment, proposals and procedures, and consider the characteristics of the customer and the past experience with the provider. Originality/value: This study is one of the few that integrates cognitive and emotional factors, in addition to customer and former relationship characteristics, to discuss successful reactivation strategies.