Blockchain based complaint management system
Autor(a) principal: | |
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Data de Publicação: | 2021 |
Tipo de documento: | Dissertação |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://hdl.handle.net/10773/31380 |
Resumo: | The existing complaint management systems aim to establish a line of communication between the consumer and service provider to facilitate a healthy interaction in order for both entities to come to an agreement, if that is the case. These systems present characteristics that may demotivate the customer from submitting a complaint, such as being administered by the very entities that the complaint is aimed at or not including a regulator authority in the complaint process. This study intends to point out those debilitations and propose an alternative method of processing complaints in a way that the customer, the service provider and the regulatory authority are more involved in the process and a better power balance between these entities. To that effect, the proposed solution is based on the technology that serves as the foundation for cryptocurrency and evaluate the pros and cons of applying said technology to this use case. |
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Blockchain based complaint management systemBlockchainComplaintsDistributed systemsManagementThe existing complaint management systems aim to establish a line of communication between the consumer and service provider to facilitate a healthy interaction in order for both entities to come to an agreement, if that is the case. These systems present characteristics that may demotivate the customer from submitting a complaint, such as being administered by the very entities that the complaint is aimed at or not including a regulator authority in the complaint process. This study intends to point out those debilitations and propose an alternative method of processing complaints in a way that the customer, the service provider and the regulatory authority are more involved in the process and a better power balance between these entities. To that effect, the proposed solution is based on the technology that serves as the foundation for cryptocurrency and evaluate the pros and cons of applying said technology to this use case.Os sistemas de gestão de reclamações existentes visam estabelecer uma linha de comunicação entre o consumidor e o provedor de serviços para facilitar uma interação saudável entre ambas as entidades de forma a chegarem a uma solução, se for o caso. Estes sistemas apresentam características que podem desmotivar o cliente de submeter uma reclamação, tais como serem administrados pelas entidades cujas reclamações são dirigidas ou não incluírem uma autoridade reguladora no processo de reclamação. Este estudo pretende apontar essas debilitações e propôr um método alternativo de processar reclamações de forma a que haja um maior envolvimento do cliente, provedor de serviço e da autoridade reguladora e um equilíbrio de poder entre as entidades. Para esse efeito, a solução proposta é baseada na tecnologia blockchain que alicerça as cryptomoedas e são analisadas as suas mais valias e desvalias no contexto em questão.2021-05-17T13:02:12Z2021-02-25T00:00:00Z2021-02-25info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10773/31380engParedes, Carlos Daniel Soeimainfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-02-22T12:00:34Zoai:ria.ua.pt:10773/31380Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:03:16.678290Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
Blockchain based complaint management system |
title |
Blockchain based complaint management system |
spellingShingle |
Blockchain based complaint management system Paredes, Carlos Daniel Soeima Blockchain Complaints Distributed systems Management |
title_short |
Blockchain based complaint management system |
title_full |
Blockchain based complaint management system |
title_fullStr |
Blockchain based complaint management system |
title_full_unstemmed |
Blockchain based complaint management system |
title_sort |
Blockchain based complaint management system |
author |
Paredes, Carlos Daniel Soeima |
author_facet |
Paredes, Carlos Daniel Soeima |
author_role |
author |
dc.contributor.author.fl_str_mv |
Paredes, Carlos Daniel Soeima |
dc.subject.por.fl_str_mv |
Blockchain Complaints Distributed systems Management |
topic |
Blockchain Complaints Distributed systems Management |
description |
The existing complaint management systems aim to establish a line of communication between the consumer and service provider to facilitate a healthy interaction in order for both entities to come to an agreement, if that is the case. These systems present characteristics that may demotivate the customer from submitting a complaint, such as being administered by the very entities that the complaint is aimed at or not including a regulator authority in the complaint process. This study intends to point out those debilitations and propose an alternative method of processing complaints in a way that the customer, the service provider and the regulatory authority are more involved in the process and a better power balance between these entities. To that effect, the proposed solution is based on the technology that serves as the foundation for cryptocurrency and evaluate the pros and cons of applying said technology to this use case. |
publishDate |
2021 |
dc.date.none.fl_str_mv |
2021-05-17T13:02:12Z 2021-02-25T00:00:00Z 2021-02-25 |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/masterThesis |
format |
masterThesis |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10773/31380 |
url |
http://hdl.handle.net/10773/31380 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.source.none.fl_str_mv |
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
instname_str |
Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
collection |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
repository.name.fl_str_mv |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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1799137687780720640 |