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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.

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.

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.