This paper use SERVQUAL measure for assessingthe quality of the administrative services in a large mall,located in Brazil, seen from the point of view of the currentservice providers. A questionnaire was used to interview 68service companies, and 5 CEO mall of this case of study. Twofactors were compared: the expectations and perceptions of theservice providers, the comparison enabled the strengths andweaknesses of the quality perceived of the services offered bythe mall were undertaken as a case study. Understand whatfeatures and level of service must have in order to meetconsumer needs, against on how consumers perceive the actualmall performance in the context of what they expected to ensuring good service to classify into three categories offactors: Basic, Performance and Excitement.The findings ofthis study may prompt future research to create a new tool tohelp those managers and service companies in the process ofmaking decisions aimed at improving the strategic relationshipwith retail companies and thus to improve the quality of themall services. One contribution of this study is the simpleproposed model used to understanding how quality processesaffect each organizational dimension of service performance.

Industry 4.0, Sustainability, and the service sector are topics that have been explored little in the literature. Thus, this article aims to evaluate Sustainability 4.0 practices in service companies in Pernambuco, a state located in northeastern Brazil. The choice to investigate the connections between Industry 4.0 technologies and the adoption of sustainability practices in the service sector in Pernambuco, Brazil, is justified by the growing relevance of these areas for the economic and environmental development of the region. Pernambuco, with its significant industrial development and strong presence in the service sector, represents a fertile field for the implementation of innovative technologies. The service sector, although less explored in comparative studies with other sectors, offers numerous opportunities for the application of these technologies in favor of sustainability, from improving energy efficiency to optimizing logistics. This combination of local and sectoral factors makes the study relevant and urgent, in addition to filling a gap in the existing literature, contributing to the advancement of knowledge on the intersection between technological innovation and sustainable practices. Through the existing literature, it was possible to identify 27 impacts that technologies have on the sustainability of service companies. Thus, the survey method was used, with the application of a structured questionnaire based on the impacts found. Thus, a total of 22 responses were collected from companies in Pernambuco, and the data were analyzed using descriptive statistics and the Kendall coefficient. Among the results obtained, it was found that the factors that had the greatest impact were more related to economic and environmental gains, while social factors were less evident. In addition, the analysis demonstrated that impacts such as the reduction in the use of materials, reduction of waste and costs, generation of less waste, and improvement in the quality of life at work were among the most relevant for companies. Therefore, the research contributes to expanding this line of studies, offers insights into Sustainability 4.0 practices in services, and promotes sustainable development in services, benefiting both academia and society.

Purpose: The paper analyzes the distribution chain of antiretroviral drugs of the HIV/AIDS Program, through the application of Soft Systems Methodology- SSM, from the perspective of the professionals who work in the pharmacy of the university public hospital of high complexity responsible for the logistic coordination of the HIV / AIDS Program at the state level.Design/methodology/approach: To obtain a systemic view of the functioning of the chain and the factors that lead to the rupture of the distribution channel, SSM was used.Findings: The results obtained contribute to understand how complicated the logistics of these drugs are; them propose possible solutions to solved this situation.Research, Practical & Social implications: The study showed the importance of the methodology applied to the organizational reality of a public organization.Originality/value: The research subjects are: (i) four professionals from the HIV / AIDS Program of the hospital under study; (ii) three professionals in the coordination of the Planning of the Acquisition of Medicines and inputs of the HIV / AIDS Program of the State Secretariat of Health of Pernambuco.

Este artigo tem objetivo de realizar uma previsão da quantidade do serviço de Corte, Dobra e Armadura Pronta de uma empresa de corte, dobra e transporte de aço. O estudo foi realizado através da modelagem do problema na programação linear, de modo a maximizar o lucro obtido pela empresa mediante a demanda da construção civil pelo serviço e também pelas restrições identificadas na sua linha de produção, são elas: mão de obra, turno, energia, aluguel, demanda de mercado, maquinário disponível, dentre outros. Utilizou-se a ferramenta Solver, para resolução do problema. Chegou-se à conclusão que para a obtenção do lucro de 568.320,00 reais é preciso elaborar 1900 unidades corte e dobra do aço com custo de 267,66 reais, e para prestar o serviço de 100 armações o custo máximo deve ser 597,66. Desta forma, observou-se que a modelagem do problema dará maior objetividade ao retorno financeiro em detrimento aos custos operacionais.

O artigo tem por objetivo identificar as práticas da TI Verde 4.0 4.0 que impactam a sustentabilidade 4.0 a partir de uma revisão sistemática da literatura, com foco nas tecnologias da Indústria 4.0. A revisão sistemática da literatura foi estruturada a partir das bases de dados Web of Science e Scopus, após a etapa inicial de triagem, foi feita uma leitura detalhada dos artigos selecionados para garantir que cumprissem os critérios de inclusão e exclusão chegou-se a um compendio de 16 artigos. Os resultados mostraram que as práticas de TI Verde 4.0 promovem eficiência operacional e competitividade, melhoram a segurança e capacitação dos trabalhadores e favorecem o monitoramento ambiental, contribuindo para a redução de emissões e resíduos, alinhando-se ao conceito de economia circular. O estudo também aponta desafios de adoção, especialmente para o setor público, devido às barreiras financeiras e resistência organizacional, e à necessidade de políticas públicas e governança estratégica para apoiar o desenvolvimento sustentável conforme a Agenda 2030 da ONU.

O trabalho visa analisar a aplicação do método KJ ou o Diagrama de Afinidades em uma empresa pública no setor militar na ação de Atas de Registro de Preços. O método KJ é uma ferramenta gerencial da qualidade desenvolvida para esclarecer qualitativamente problemas não-estruturado, reunindo dados verbais a partir de situações confusas e desorganizadas. Desta forma, este trabalho apresenta uma análise de como a gestão da qualidade pode auxiliar o gestor para a elaboração do diagnóstico da situação-problema enfrentado, através do uso da ferramenta gerencial da qualidade. Com o intuito de discutir a relação entre a tomada de decisão e a qualidade da informação, levando-se em conta, a opinião dos gestores ou decisores no ambiente organizacional de uma empresa pública do setor militar. Foi observado que o uso das informações oriundas da ferramenta ainda ocorre de forma limitada pela empresa militar. Neste sentido, a gestão mais efetiva das etapas do processo de Atas de Registro de Preços por seus responsáveis deve ser feito para diminuir as falhas.