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This paper compares traditional and digital banks in nine categories of complaints and provides insights to improve complaint management performance.

A sample of the major Brazilian banks was defined, with four traditional and four digital banks. The grey relational analysis (GRA) method was applied as an analytical tool to compare the most frequent complaints of traditional and digital banks. The most critical complaints identified were considered to discuss potential improvements in complaint management using quality and service management system concepts.

The GRA method enabled the development of a ranking of nine complaint categories, considering the uncertainty involved in the data and differentiating between traditional and digital banks. The most critical complaint categories, regardless of business model, were “unauthorized charges” and “poor service,” which were ranked first and second in the frequency rankings. Traditional and digital banks differed the most in the complaint category “unfair charge,” ranking third and eighth in the rankings, respectively.

Managers from traditional and digital banks can improve complaint management performance by applying ISO 9001 and ISO 20000 concepts such as incident, problem, change, service level, availability, capacity, information technology service continuity and financial management.

The study's findings can help bank managers improve service levels in the face of technological competition. Improving these organizations is an important factor for developing countries such as Brazil.

This paper reveals the differences between two business models regarding complaint management. It also considers a methodological approach to include the uncertainty related to customers' perception and subjectivity inherent to complaints.

Junior enterprises have been gaining increasing attention in the Brazilian Higher Education Institutions. In addition, these companies are contributing to enhance the training of future professionals. Improvements in future professionals’ training must consider education for sustainability. In this context, this paper aims to critically analyze the role of junior enterprises in the training of undergraduate students in line with the sustainable development goals (SDGs).

To discuss the ways for junior enterprises to contribute to students’ training with a higher alignment with sustainable development, it is necessary to know the routine of their activities well. Therefore, the strategy used in this research was to use the Delphi process with students who participated/participate in this kind of extracurricular activity in their institutions and are familiar with the SDGs disseminated by the United Nations.

From the rounds of Delphi method debates, eight items were listed and presented an agreement greater than 50% of the participants. Illustratively, three of them are cited here: most participants understand that some current metrics used by junior enterprises require greater alignment with the SDGs; most participants agree that junior enterprises need to better monitor the results of their postexecution projects because in general beneficial impacts on sustainability are observed in the long term; and most of the participants understand that the actions developed by junior enterprises are aligned with corporate sustainability and conscious capitalism.

The contribution of junior enterprises to the promotion of sustainability education is practically not addressed in the literature. The findings presented here, resulting from the Delphi process, can greatly contribute for junior enterprises to rethink their actions to better prepare future professionals to act toward sustainable development.

Considering the high impacts caused by manufacturers on sustainability, this research aims to analyse how Brazilian manufacturing companies deal with sustainability issues. To do this, sustainability parameters are analysed to verify possible improvement opportunities.

This research uses Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS) and grey relational analysis (GRA) to analyse data from a survey with Brazilian professionals regarding aspects of sustainability in Brazilian manufacturers. The average score levels and the ranking of these aspects are evaluated.

Through the analysis performed, it was possible to verify that manufacturers in Brazil still have a long path to travel in the search for sustainability. Comparatively, it was observed that practices related to local communities received the lowest scores, on average. In contrast, on average, practices related to productivity and efficiency, occupational accidents and diseases, and compliance with environmental legislation received the highest scores.

The results presented in this paper show that there are several improvement opportunities to be sought by Brazilian manufacturing companies regarding sustainability aspects. Particular attention should be given to local community practices. Besides companies, policymakers can also use this analysis to guide their future actions, encouraging manufacturing companies to better support the local community. Researchers can use the instrument of analysis (TOPSIS and GRA) to analyse other realities and compare them with the findings presented.

The analysis of Brazilian manufacturing companies’ reality regarding sustainability practices and considering a model based on Global Reporting Initiative (GRI) and Brazilian Institute of Corporate Governance (IBGC) is novel in the literature. The use of TOPSIS and GRA, as well as comparing their findings, generated interesting insights for companies, policymakers and researchers. The analysis presented shows the need for more significant concern for local communities and can be used to support further debates and action plans to minimise this gap.

The objectives of this study are twofold: identify the main challenges in performing training on Industry 4.0 concepts to managers operating in the manufacturing sector who are not familiar with them but aspire for an Industry 4.0 broad view and validate training practices that can be adopted to reduce managerial knowledge differences.

A Delphi method was carried out in two rounds to identify the Industry 4.0 training challenges and a Fuzzy Delphi method was applied in one round to validate the training practices. Both methods used the same set of participants composed of experts in training for Industry 4.0. Results were discussed considering literature statements.

In total, 11 challenges in Industry 4.0 training were identified and grouped into: challenges associated with the necessary knowledge, challenges of breaking paradigm, challenges associated with training characteristics and challenges associated with expected results. In total, 11 training practices were directly validated, including actions to be adopted before, during, and after the training process.

The findings are relevant for professionals, academics, or consultants as the findings enable better training planning and execution. No similar papers were found in scientific databases, reinforcing this present study's originality and contribution.

The seventh United Nations' Sustainable Development Goal (SDG 7) is broadly characterised by ensuring affordable and clean energy for all. Considering the need for research associated with SDGs in developing countries, the Brazilian economy importance and its energy matrix, the purpose of this study is to evaluate how Brazil has been acting in favour of 7th SDGs targets.

The methodological strategy used was a survey conducted with 42 energy planning specialists who know the Brazilian reality. Data were analysed via averages and the Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS) technique.

The results show that, in general, the actions taken by Brazil to achieve the goals related to SDG 7 have been developed in a simply and punctually form, needing to move considerably towards developing more planned activities; with this, satisfactory and consolidated results are expected on a national scale.

The information presented can significantly contribute to the broadening of debates associated with sustainable development and energy planning, for both academic and political-economic spheres. Information present here can support future more profound studies, and these, in turn, support the Brazilian government in better actions to achieve the SDG 7 targets.

This study aims to analyse how the materials selection courses of engineering undergraduate programmes can be better aligned with the United Nations Sustainable Development Goals (SDGs).

Initially, a content analysis was performed in 39 materials selection course descriptions from 40 engineering undergraduate programmes of Brazilian higher education institutions, and subsequently, Delphi method procedures were conducted with professors that teach or have taught the course and are knowledgeable in the subject of sustainability.

Considering the analysed course descriptions, it was shown that most of the materials selection courses do not consider or present little emphasis on sustainability aspects. Regarding the Delphi method, eight items were evidenced to consider sustainability aspects in the analysed courses.

This study contributes to the debates about sustainability insertion in engineering undergraduate programmes. More specifically, the findings presented consolidated information that professors and coordinators can use to align materials selection courses with the SDGs better.

The present study aimed to evaluate how Brazilian companies from different sectors are developing human resources practices in the context of Industry 4.0 and which of these practices allows better differentiate of companies.

After a systematic literature review to identify the most important human resources practices in the context of Industry 4.0, a survey with professionals from human resources area of companies operating in Brazil was carried out. Data analysis was performed through frequency evaluation and CRITIC method (Criteria Importance Through Intercriteria Correlation). CRITIC method was used to identify the practices that best differentiate the studied companies.

The analysed companies are in different evolutionary stages regarding how human resources management practices are adapting to the Industry 4.0 context. Few companies have presented reliable results to better support the transition process. Practices related to evaluating employee performance in this context, estimating the needs of financial resources and time for the training required by Industry 4.0 and establishing systems to recognise talents among employees who already work for the company are the practices that best differentiate companies.

There are few studies on this topic for Brazilian context. The information presented in this article can be useful for professionals and researchers.

This research aims to analyse difficulties experienced by Brazilian managers in coordinating teams working from home during the coronavirus disease (2019) COVID-19 pandemic.

The methodological strategy used was a survey with 39 managers who led teams working from home during the COVID-19 pandemic. Seven difficulties indicated by current literature were analysed using a fuzzy scale. First, a hierarchical cluster analysis (HCA) approach was used to group managers according to managers' similarities and capacity to infer the difficulties. Responses of each group identified were weighted considering the capacity to assess the theme. In the sequence, data were analysed via frequencies and the fuzzy technique for order of preference by similarity to ideal solution (TOPSIS) approach and difficulties were ordered.

Comparatively, the main difficulties evidenced are (1) to reconcile personal and professional life tasks in the same place; (2) to motivate collaborators in a period when social isolation affect employee's mental health and (3) to keep team members integrated and working within the activities scope in a virtual environment.

The findings present in this paper contribute to theory and practice. For theory, this article contributes to the knowledge on WFH and leadership, evidencing in a comparatively way the difficulties that are experienced by managers during the COVID-19 pandemic. Researchers in future studies can better analyse these difficulties. For practice, managers who conduct managers' teams remotely can use the information to analyse teams' practices and improve performance critically. This was an atypical moment of humanity, and different aspects need to be considered by managers compared with previous periods.

The purpose of the article is to understand how the literature has been addressing the United Nations' Sixth Sustainable Development Goal (SDG) to obtain an overview of the current scenario and future perspectives.

For that, a bibliometric analysis will be conducted with documents published between 2015 and 2021 and present in the Web of Science database. Initially, 328 documents were identified, and after careful reading of titles and abstracts, 239 documents were analysed. The documents were analysed using tools available on the Web of Science database and the software Bibliometrix.

Amongst the results generated, it should be highlighted the identification of the motor themes “sustainable development” + “developing countries” and “water security”, presenting a significant relevance to the field and a high development level. In addition, “human rights” was verified as an emerging theme in the context of SDG 6 debates.

The information provided here offers good documentation of the extent to which SDG 6 is documented in the literature and can be helpful for researchers interested in the topic.

The purpose of this paper is to present the role of aspects related to public leadership in the actions developed by three state universities in São Paulo (Brazil) in the context of the COVID-19 pandemic, namely the University of Campinas (Unicamp), University of São Paulo (USP) and São Paulo State University (Unesp).

Since this is a viewpoint article, part of the information presented is characterized by the authors' points of view. It should be highlighted, however, that the information provided is based on searches in scientific bases, institutional websites and published press reports.

According to the authors, aspects of public leadership are being properly employed by the public servants of the analyzed universities, resulting in the positive actions that have been implemented.

There is no existing literature on public leadership in these Brazilian universities during the COVID-19 pandemic.