author = "Orlando Manuel Pereira Agostinho",
   title = "Modela{\c c}{\~a}o Ontol{\'o}gica aplicada {\`a} Engenharia e {\`a} Governa{\c c}{\~a}o dos Processos de Reclama{\c c}{\~o}es de Clientes",
   school = "Universidade de Lisboa - Instituto Superior T{\'e}cnico",
   year = 2014,
   month = jul,
   type = "Master's Thesis",
   BibTexOrigem = "10622 www.Inesc-ID.pt 2019-05-26"

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