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This study aims to support electricity distribution companies on measuring and predicting customer satisfaction.

The developed methodology selects and applies machine learning techniques such as decision trees, support vector machines and ensemble learning to predict customer satisfaction from service data, power outage data and reliability indices.

The results on the predicted main indicator diverged only by 1.36 per cent of the results obtained by the survey with company customers.

Social, economic and political conjunctures of the regional and national scenario can influence the indicators beyond the input variables considered in this paper.

Currently, the actions taken to increase customer satisfaction are based on the track record of a yearly survey; therefore, the methodology may assist in identifying disturbances on customer satisfaction, enabling decision-making to deal with it in a timely manner.

Development of an intelligent algorithm that can improve its performance with time. Understanding customer satisfaction may improve companies’ performance.

This chapter proposes to understand the prospects of smart technologies that can transform tourism destinations and instigate regenerative development process. Bio-based resource consumption and technology-driven practices aimed for better sustainable development have been the need of the era. This study emphasizes the theory of regenerative tourism, which attempts to preserve and improve a destination's natural and cultural resources while contributing to the socio-economic development of the host communities. It examines how transformational technologies, like smart infrastructure, big data analytics and renewable energy systems, could assist the tourism industry achieve the transition to a green economy. This chapter illustrates the benefits and problems of integrating such technologies into the tourism infrastructure of a destination. Additionally, it highlights the necessity of cooperation among stakeholders and policymakers and examines the possible environmental, social and economic implications of using a regenerative approach to tourism. The results of this study contribute to the expanding body of knowledge on the development of sustainable tourism and shed light on the transformative potential of technology in creating a more sustainable and resilient future.

This paper aims to examine the origins and trajectory of the Brazilian corporate social responsibility (CSR) movement in relation to political economic developments in Brazil during and prior to the 2000s.

This paper relies on a historical political account that traces the evolution of the main actors in the CSR movement since the democratization period, details the contacts established with relevant political and civil society groups and outlines the adaptation of their agenda to the changing context.

The long association between a faction of Brazilian business and the Workers’ Party (PT) and the overlapping state – society relations characteristic of the Brazilian political economy explain the domestic and international standing of the Brazilian CSR movement, in particular since 2003 when Lula da Silva came to power.

The trajectory of Brazilian CSR and participation in related global initiatives cannot be explained through market-based or isomorphic approaches traditionally used to analyze the diffusion of governance mechanisms in the Global South. Rather, it highlights the relevance of local political structures in shaping involvement in global governance initiatives.

This paper aims to critically analyze the engineering education focused on sustainability in supply chain management, in courses offered by Brazilian higher education institutions.

Topics related to sustainable supply chain management were listed from the literature and used as a framework to gather professors’ opinions on how well these topics are covered in engineering courses offered in Brazil. Data analysis was performed via frequency analysis and comparative ordering using the Fuzzy technique for order preference by similarity to ideal solution technique.

It was possible to evidence that most of the topics are superficially presented within other subjects and that there are few associated practical activities that enable greater learning. Comparatively, issues related to ISO standards (related to quality and environmental management systems) and compliance with environmental laws, regulations and standards were highlighted. Additionally, it was possible to verify that there is a need for further study on issues related to energy efficiency, worker training and corporate governance.

No similar study was found in the literature. The findings presented in this paper can contribute to the improvement of engineering education in Brazil and other countries.

The purpose of this paper is to address the case of toxic metal contamination of Sepetiba Bay caused by the Ingá Company. The paper reviews the history of the contamination and discusses the current presence of metals in the bay sediments, demonstrating that the toxic metals are clearly enriched. Sepetiba Bay is prone to significant dredging activities that make metals available in the food chain, affecting human populations, mainly fishermen communities.

The study presents the case of the Ingá Company based on international literature and data provided by previous studies.

Through the analysis and compilation of diverse data from the literature, this study demonstrates that the Ingá Company is a major source of Cd, Pb and Zn due to its calamine processing activities used to obtain high purity Zn.

This study highlights important research to complete the historical scenario of heavy metal contamination of the Sepetiba Bay by Ingá Company. The results indicate that the contaminants from the Ingá Company can indeed be traced in the sediments of Sepetiba Bay. These data have the utmost value for the environmental management of this coastal system, because such high concentrations of toxic metals in marine sediments have serious implications for the environmental quality of the bay and may negatively affect biota and human health. Therefore, this study suggests that it is now necessary to monitor this region for contamination continuously.

The authors originally explore the factors for blockchain technology (BCT) adoption in agricultural supply chains (ASCs) to enhance circularity and understand the dependencies, hierarchical structure and causalities between these factors.

Based on an extant literature review and expert opinion, the present study identified ten enablers for adopting BCT to leverage the circular economy (CE) practices in the ASCs. Then, using an integrated interpretive structural modeling and decision-making trial and evaluation laboratory (ISM-DEMATEL) approach, hierarchical and cause–effect relationships are established.

It was observed that traceability is the most prominent enabler from the CE perspective in ASCs. However, traceability, being a net effect enabler, will be realized through the achievement of other cause enablers, such as seamless connectivity and information flow and decentralized and distributed ledger technology. The authors also propose a 12 Rs framework for enhancing circularity in ASC operations.

The paper identifies enablers to BCT adoption that will enhance circularity in ASC operations. The ISM hierarchical model is based on the driving and dependence powers of the enablers, and DEMATEL aids in identifying causal relationships among the enablers.

The study's findings and proposed 12 Rs framework may help the practitioners and policymakers devise effective BCT implementation strategies in ASCs, thereby empowering sustainability and circularity.

This study enriches the literature by identifying and modeling enablers for BCT adoption in ASCs. The study also proposes a new 12 Rs framework to help enhance ASC circularity.

The purpose of this paper is to examine the technical, social and moral aspects of accounting through the implementation of a novel balanced scorecard (BSC) that addresses the United Nations Sustainable Development Goal (UN SDG) 6 – Clean Water and Sanitation – within the Portuguese water utilities sector.

A novel research design is adopted, using actor network theory (ANT) as a broad approach to frame the study. ANT emphasizes the importance of ever-evolving networks of relationships and how concepts such as the BSC are just as important in structuring social practice. A set of expert interviews was conducted with stakeholders in the water utilities sector in Portugal, which led to the iterative development of a context-relevant BSC proposal and associated indicators.

A novel BSC architecture to achieve UN SDG 6 is proposed through a unique engagement between professionals and academics. The BSC, and the specific definition of indicators for an entire sector (water), contribute to bridging business processes with the common good to improve life and planetary conditions. Ultimately, the study discusses how the technical aspects of accounting can be enhanced to achieve social and moral imperatives. The paper also reflects on the limitations of broadening existing technical practices.

There is a burgeoning literature on how organizations are engaging with the UN SDG agenda. However, there is a dearth of studies on how management control systems are currently addressing, or can potentially contribute to measuring and managing specific UN SDGs such as Clean Water and Sanitation. This study makes a unique contribution to the literature by developing a novel BSC solution to SDG 6 measurement and management using a novel practitioner-led approach. Ultimately, our study highlights how accounting can be broadened to enhance technical practices while also serving a moral and social purpose.