author = "Orlando Agostinho and Carlos Manuel Martins Mendes and Miguel Mira da Silva and Jos{\'e} Manuel Nunes Salvador Tribolet",
   booktitle = "New Perspectives in Information Systems and Technologies, Advances in Intelligent Systems and Computing Volume 275, 2014",
   title = "Ontological Modeling Applied to Engineering and Governance Processes of Customer Complaints, pags 337-343",
   publisher = "Springer International Publish",
   year = 2014,
   month = jan,
   BibTexOrigem = "10609 www.Inesc-ID.pt 2019-05-24"

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