{"id":"https://openalex.org/W3043819496","doi":"https://doi.org/10.17013/risti.37.31-48","title":"An\u00e1lise do setor de telecomunica\u00e7\u00e3o brasileiro: Uma vis\u00e3o sobre Reclama\u00e7\u00f5es","display_name":"An\u00e1lise do setor de telecomunica\u00e7\u00e3o brasileiro: Uma vis\u00e3o sobre Reclama\u00e7\u00f5es","publication_year":2020,"publication_date":"2020-06-01","ids":{"openalex":"https://openalex.org/W3043819496","doi":"https://doi.org/10.17013/risti.37.31-48","mag":"3043819496"},"language":"pt","primary_location":{"id":"doi:10.17013/risti.37.31-48","doi":"https://doi.org/10.17013/risti.37.31-48","is_oa":true,"landing_page_url":"https://doi.org/10.17013/risti.37.31-48","pdf_url":"http://scielo.pt/pdf/rist/n37/n37a04.pdf","source":{"id":"https://openalex.org/S4210231319","display_name":"RISTI - Revista Ib\u00e9rica de Sistemas e Tecnologias de Informa\u00e7\u00e3o","issn_l":"1646-9895","issn":["1646-9895","2183-0126"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["poland-70","russia-white-list-4","scielo","vabb-shw"],"host_organization":"https://openalex.org/P4310318443","host_organization_name":"AISTI","host_organization_lineage":["https://openalex.org/P4310318443"],"host_organization_lineage_names":["AISTI"],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"RISTI - Revista Ib\u00e9rica de Sistemas e Tecnologias de Informa\u00e7\u00e3o","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"http://scielo.pt/pdf/rist/n37/n37a04.pdf","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5073968535","display_name":"Gustavo Nogueira de Sousa","orcid":"https://orcid.org/0000-0002-1517-3575","observed_orcids":["https://orcid.org/0000-0002-1517-3575"]},"institutions":[{"id":"https://openalex.org/I4210148707","display_name":"Universidade Estadual do Maranh\u00e3o","ror":"https://ror.org/04ja5n907","country_code":"BR","type":"education","lineage":["https://openalex.org/I4210148707"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Gustavo Nogueira de Sousa","raw_affiliation_strings":["Universidade Estadual do Maranh\u00e3o (UEMA) , S\u00e3o Lu\u00eds , Brasil","Universidade Estadual do Maranh\u00e3o, S\u00e3o Lu\u00eds, Brasil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universidade Estadual do Maranh\u00e3o (UEMA) , S\u00e3o Lu\u00eds , Brasil","institution_ids":["https://openalex.org/I4210148707"]},{"raw_affiliation_string":"Universidade Estadual do Maranh\u00e3o, S\u00e3o Lu\u00eds, Brasil","institution_ids":["https://openalex.org/I4210148707"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5021909501","display_name":"Isabelle da Silva Guimar\u00e3es","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I1314665148","display_name":"Universidade Federal do Oeste do Par\u00e1","ror":"https://ror.org/04603xj85","country_code":"BR","type":"education","lineage":["https://openalex.org/I1314665148"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Isabelle da Silva Guimar\u00e3es","raw_affiliation_strings":["Universidade Federal do Oeste do Par\u00e1, Santar\u00e9m, Brasil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universidade Federal do Oeste do Par\u00e1, Santar\u00e9m, Brasil","institution_ids":["https://openalex.org/I1314665148"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5009954320","display_name":"Julio Augusto Nogueira Viana","orcid":"https://orcid.org/0000-0003-4786-0385","observed_orcids":["https://orcid.org/0000-0003-4786-0385"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Julio Augusto Nogueira Viana","raw_affiliation_strings":["Social CRM Research Center, Leipzig, Alemanha"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Social CRM Research Center, Leipzig, Alemanha","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5002546008","display_name":"Olaf Reinhold","orcid":"https://orcid.org/0000-0003-1977-1641","observed_orcids":["https://orcid.org/0000-0003-1977-1641"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Olaf Reinhold","raw_affiliation_strings":["Social CRM Research Center, Leipzig, Alemanha"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Social CRM Research Center, Leipzig, Alemanha","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5068494217","display_name":"Ant\u00f4nio F. L. Jacob","orcid":"https://orcid.org/0000-0002-9415-7265","observed_orcids":["https://orcid.org/0000-0002-9415-7265"]},"institutions":[{"id":"https://openalex.org/I4210148707","display_name":"Universidade Estadual do Maranh\u00e3o","ror":"https://ror.org/04ja5n907","country_code":"BR","type":"education","lineage":["https://openalex.org/I4210148707"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Antonio Fernando Junior","raw_affiliation_strings":["Universidade Estadual do Maranh\u00e3o, S\u00e3o Lu\u00eds, Brasil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universidade Estadual do Maranh\u00e3o, S\u00e3o Lu\u00eds, Brasil","institution_ids":["https://openalex.org/I4210148707"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5030362118","display_name":"F\u00e1bio M. F. Lobato","orcid":"https://orcid.org/0000-0002-6282-0368","observed_orcids":["https://orcid.org/0000-0002-6282-0368"]},"institutions":[{"id":"https://openalex.org/I1314665148","display_name":"Universidade Federal do Oeste do Par\u00e1","ror":"https://ror.org/04603xj85","country_code":"BR","type":"education","lineage":["https://openalex.org/I1314665148"]},{"id":"https://openalex.org/I4210148707","display_name":"Universidade Estadual do Maranh\u00e3o","ror":"https://ror.org/04ja5n907","country_code":"BR","type":"education","lineage":["https://openalex.org/I4210148707"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"F\u00e1bio Manoel Fran\u00e7a Lobato","raw_affiliation_strings":["Universidade Estadual do Maranh\u00e3o, S\u00e3o Lu\u00eds, Brasil","Universidade Federal do Oeste do Par\u00e1, Santar\u00e9m, Brasil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universidade Estadual do Maranh\u00e3o, S\u00e3o Lu\u00eds, Brasil","institution_ids":["https://openalex.org/I4210148707"]},{"raw_affiliation_string":"Universidade Federal do Oeste do Par\u00e1, Santar\u00e9m, Brasil","institution_ids":["https://openalex.org/I1314665148"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0837,"has_fulltext":true,"cited_by_count":4,"citation_normalized_percentile":{"value":0.39968171,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":95},"biblio":{"volume":null,"issue":"37","first_page":"31","last_page":"48"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10664","display_name":"Sentiment Analysis and Opinion Mining","score":0.4372999966144562,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T10664","display_name":"Sentiment Analysis and Opinion Mining","score":0.4372999966144562,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.31450000405311584,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.0786999985575676,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/telecommunications-industry","display_name":"telecommunications industry","score":0.8460000157356262},{"id":"https://openalex.org/keywords/customer-complaints","display_name":"customer complaints","score":0.8740000128746033},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"customer relationship management","score":0.6809999942779541},{"id":"https://openalex.org/keywords/strategic-planning","display_name":"strategic planning","score":0.6349999904632568},{"id":"https://openalex.org/keywords/customer-feedback","display_name":"customer feedback","score":0.4429999887943268}],"concepts":[{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.46275636553764343}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.17013/risti.37.31-48","doi":"https://doi.org/10.17013/risti.37.31-48","is_oa":true,"landing_page_url":"https://doi.org/10.17013/risti.37.31-48","pdf_url":"http://scielo.pt/pdf/rist/n37/n37a04.pdf","source":{"id":"https://openalex.org/S4210231319","display_name":"RISTI - Revista Ib\u00e9rica de Sistemas e Tecnologias de Informa\u00e7\u00e3o","issn_l":"1646-9895","issn":["1646-9895","2183-0126"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["poland-70","russia-white-list-4","scielo","vabb-shw"],"host_organization":"https://openalex.org/P4310318443","host_organization_name":"AISTI","host_organization_lineage":["https://openalex.org/P4310318443"],"host_organization_lineage_names":["AISTI"],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"RISTI - Revista Ib\u00e9rica de Sistemas e Tecnologias de Informa\u00e7\u00e3o","raw_type":"journal-article"},{"id":"pmh:oai:scielo:S1646-98952020000200004","doi":null,"is_oa":true,"landing_page_url":"http://scielo.pt/scielo.php?script=sci_arttext&pid=S1646-98952020000200004","pdf_url":"http://www.scielo.pt/pdf/rist/n37/n37a04.pdf","source":{"id":"https://openalex.org/S4306402433","display_name":"Portuguese National Funding Agency for Science, Research and Technology (RCAAP Project by FCT)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"RISTI - Revista Ib\u00e9rica de Sistemas e Tecnologias de Informa\u00e7\u00e3o n.37 2020","raw_type":"journal article"}],"best_oa_location":{"id":"doi:10.17013/risti.37.31-48","doi":"https://doi.org/10.17013/risti.37.31-48","is_oa":true,"landing_page_url":"https://doi.org/10.17013/risti.37.31-48","pdf_url":"http://scielo.pt/pdf/rist/n37/n37a04.pdf","source":{"id":"https://openalex.org/S4210231319","display_name":"RISTI - Revista Ib\u00e9rica de Sistemas e Tecnologias de Informa\u00e7\u00e3o","issn_l":"1646-9895","issn":["1646-9895","2183-0126"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["poland-70","russia-white-list-4","scielo","vabb-shw"],"host_organization":"https://openalex.org/P4310318443","host_organization_name":"AISTI","host_organization_lineage":["https://openalex.org/P4310318443"],"host_organization_lineage_names":["AISTI"],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"RISTI - Revista Ib\u00e9rica de Sistemas e Tecnologias de Informa\u00e7\u00e3o","raw_type":"journal-article"},"sustainable_development_goals":[{"score":0.4943999946117401,"display_name":"Industry, innovation and infrastructure","id":"https://metadata.un.org/sdg/9"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W3043819496.pdf","grobid_xml":"https://content.openalex.org/works/W3043819496.grobid-xml"},"referenced_works_count":36,"referenced_works":["https://openalex.org/W575847903","https://openalex.org/W1541879184","https://openalex.org/W1972436166","https://openalex.org/W1991867644","https://openalex.org/W1995258314","https://openalex.org/W2035199606","https://openalex.org/W2038549278","https://openalex.org/W2068175291","https://openalex.org/W2138156863","https://openalex.org/W2330418879","https://openalex.org/W2338501497","https://openalex.org/W2384189144","https://openalex.org/W2403423899","https://openalex.org/W2408383986","https://openalex.org/W2498232401","https://openalex.org/W2509365102","https://openalex.org/W2581274519","https://openalex.org/W2598467339","https://openalex.org/W2605705309","https://openalex.org/W2734633251","https://openalex.org/W2735364069","https://openalex.org/W2742374908","https://openalex.org/W2783527245","https://openalex.org/W2788086237","https://openalex.org/W2796164377","https://openalex.org/W2810163710","https://openalex.org/W2810732061","https://openalex.org/W2887928931","https://openalex.org/W2909732894","https://openalex.org/W2912773127","https://openalex.org/W2936049613","https://openalex.org/W2946374057","https://openalex.org/W2952558624","https://openalex.org/W2955064062","https://openalex.org/W2990551381","https://openalex.org/W4255945168"],"related_works":["https://openalex.org/W4396878223","https://openalex.org/W6980111076","https://openalex.org/W7017333326","https://openalex.org/W2802283572","https://openalex.org/W7007986324","https://openalex.org/W4407185057","https://openalex.org/W6990454623","https://openalex.org/W7219263729","https://openalex.org/W7017285932","https://openalex.org/W2997658932"],"abstract_inverted_index":{"Resumo:":[0],"M\u00eddias":[1],"digitais":[2],"est\u00e3o":[3],"cada":[4],"vez":[5],"mais":[6],"presentes":[7],"no":[8,130],"cotidiano":[9],"do":[10],"ser":[11],"humano.Este":[12],"fato":[13],"contribui":[14],"para":[15,40],"que":[16,92,128],"o":[17,63,103],"volume":[18],"de":[19,28,50,58,65,68,78,85,89,96,112,115,125,133],"conte\u00fado":[20],"gerado":[21],"por":[22,52,54],"usu\u00e1rio":[23],"aumente":[24],"consideravelmente.De":[25],"um":[26],"ponto":[27],"vista":[29],"pr\u00e1tico,":[30],"as":[31],"an\u00e1lises":[32,45],"desses":[33],"dados":[34],"requerem":[35],"diferentes":[36],"perspectivas":[37],"e":[38,60,70],"m\u00e9todos":[39],"se":[41],"obter":[42],"resultados":[43,107],"satisfat\u00f3rios.Essas":[44],"podem":[46],"subsidiar":[47],"a":[48,87,94,110],"tomada":[49,95],"decis\u00e3o":[51],"gestores":[53],"meio":[55],"da":[56],"identifica\u00e7\u00e3o":[57,111],"necessidades":[59],"problemas,":[61],"guiando":[62],"processo":[64],"melhoria":[66],"continuada":[67],"produtos":[69],"servi\u00e7os.Diante":[71],"disso,":[72],"este":[73],"trabalho":[74],"prop\u00f5e":[75],"uma":[76,82,113,126],"an\u00e1lise":[77],"reclama\u00e7\u00f5es":[79],"postadas":[80],"em":[81,136],"plataforma":[83],"online":[84],"reclama\u00e7\u00f5es,":[86],"fim":[88],"identificar":[90],"pontos":[91],"orientem":[93],"decis\u00f5es":[97],"das":[98],"empresas":[99],"e,":[100],"consequentemente,":[101],"melhorar":[102],"relacionamento":[104],"com":[105],"clientes.Os":[106],"obtidos":[108],"permitem":[109],"cadeia":[114],"problemas":[116],"relacionados.A":[117],"principal":[118],"contribui\u00e7\u00e3o":[119],"deste":[120],"estudo":[121],"est\u00e1":[122],"na":[123],"provis\u00e3o":[124],"abordagem":[127],"auxilia":[129],"planejamento":[131],"estrat\u00e9gico":[132],"corpora\u00e7\u00f5es,":[134],"levando":[135],"considera\u00e7\u00e3o":[137],"situa\u00e7\u00f5es":[138],"reportadas":[139],"pelos":[140],"consumidores.":[141]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":1},{"year":2022,"cited_by_count":1}],"updated_date":"2026-11-10T11:39:43.021295","created_date":"2020-07-23T00:00:00"}
