Orlando Agostinho, Carlos Mendes, Miguel Mira da Silva, José Tribolet. Ontological Modeling Applied to Engineering and Governance Processes of Customer Complaints. In Álvaro Rocha, Ana Maria Ramalho Correia, Felix B. Tan, Karl A. Stroetmann, editors, New Perspectives in Information Systems and Technologies, Volume 1 [WorldCIST'14, Madeira Island, Portugal, April 15-18, 2014]. Volume 275 of Advances in Intelligent Systems and Computing, pages 337-346, Springer, 2014. [doi]
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