Abstract
This paper addresses the theme automated bilateral negotiation of energy contracts. In this work, the automatic combination between different negotiation tactics is proposed. This combination is done dynamically throughout the negotiation process, as result from the online assessment that is performed after each proposal and counter-proposal. The proposed method is integrated in a decision support system for bilateral negotiations, called Decision Support for Energy Contracts Negotiations (DECON), which in turn is integrated with the Multi-Agent Simulator of Competitive Electricity Markets (MASCEM). This integration enables testing and validating the proposed methodology in a realistic market negotiation environment. A case study is presented, demonstrating the advantages of the proposed approach.

Abstract
Customer Relationship Management (CRM) is currently an important strategic tool used by organizations to gain competitive advantages. However, since the implementation of a CRM system is not risk-free, it is important to know about the factors that influence its success. This article presents the results of a literature review carried out aiming to identify and describe the main success factors of the implementation of CRM systems.

Abstract
Facial expressions are a spontaneous way of perceiving emotions, which can provide information related to the cognitive state of a person. Facial expression recognition of the elderly is an important aid to better care them, according to their state of mind, although it can be a difficult task because their expressions might not be as easily perceived as those from younger persons. We proposed a model to classify the facial expressions of the elderly, presenting the differences between facial expression recognition in the elder and in other age group, as well as methods to surpass these difficulties. Viola Jones with Haar Features was used to extract the faces and Gabor Filter to extract the facial characteristics. These characteristics are classified using a Multiclass Support Vector Machine. We got an accuracy of 90.32%, 84.61% and 66.6%, when detecting the neutral state, happiness and sadness respectively in the elderly. In the other age group, we got an accuracy of 95.24%, 88.57%, and 80%, while detecting the neutral, happiness, and sadness states and concluded that aging influences negatively the facial expressions recognition tasks.

Abstract
With the integration of new power production technologies and the growing focus on dispersed production, there has been a paradigm change in the electricity sector, mostly under a renewable and sustainable way. Consequentially, challenges for profitability as well as correct management of the electricity sector have increased its complexity. The use of forecasting tools that allow a real and robust approach makes it possible to improve system operation and thus minimizing costs associated with the activities of the electric sector. Hence, the forecasting approaches have an essential role in all stages of the electricity markets. In this paper, a hybrid probabilistic forecasting model (HPFM) was developed for short-term electricity market prices (EMP), combining Wavelet Transform (WT), hybrid particle swarm optimization (DEEPSO), Adaptive Neuro-Fuzzy Inference System (ANFIS), together with Monte Carlo Simulation (MCS). The proposed HPFM was tested and validated with real data from the Spanish and Pennsylvania-New Jersey-Maryland (PJM) markets, considering the next week ahead. The model was validated by comparing the results with previously published results using other methods.

Abstract
Background: While health needs and expenditure in the Occupied Palestinian Territories (OPT) are growing, the international donations are declining and the economic situation is worsening. The purpose of this paper is twofold, to evaluate the productive efficiency of public hospitals in West Bank and to study contextual factors contributing to efficiency differences. Methods: This study examined technical efficiency among 11 public hospitals in West Bank from 2010 through 2015 targeting a total of 66 observations. Nationally representative data were extracted from the official annual health reports. We applied input-oriented Data Envelopment Analysis (DEA) models to estimate efficiency scores. To elaborate further on performance, we used Tobit regression to identify contextual factors whose impact on inefficient performance is statistically significant. Results: Despite the increase in efficiency mean scores by 4% from 2010 to 2015, findings show potential savings of 14.5% of resource consumption without reducing the volume of the provided services. The significant Tobit model showed four predictors explaining the inefficient performance of a hospital (p < 0.01) are: bed occupancy rate (BOR); the outpatient-inpatient ratio (OPIPR); hospital's size (SIZE); and the availability of primary healthcare centers within the hospital's catchment area (PRC). There is a strong effect of OPIPR on efficiency differences between hospitals: A one unit increase in OPIPR will lead a decrease of 19.7% in the predicted inefficiency level holding all other factors constant. Conclusion: To date, no previous studies have examined the efficiency of public hospitals in the OPT. Our work identified their efficiency levels for potential improvements and the determinants of efficient performance. Based on the measurement of efficiency, the generated information may guide hospitals' managers, policymakers, and international donors improving the performance of the main national healthcare provider. The scope of this study is limited to public hospitals in West Bank. For a better understanding of the Palestinian market, further research on private hospitals and hospitals in Gaza Strip will be useful. © 2018 The Author(s).

Abstract
dado o interesse premente, não só da comunidade académica como do mundo empresarial, sobre a internacionalização das empresas, esta investigação faz uma revisão da literatura empírica sobre a internacionalização de Pequenas e Médias Empresas (PME) no continente americano, a partir das principais bases de dados académicas. Partindo de um conjunto de 329 artigos, este estudo analisa em pormenor 39 destes, entre 1999 e 2014, contribuindo significativamente para o desenvolvimento do conhecimento e da compreensão da investigação feita até à data nesta área. Com esta análise, foram identificadas tendências e padrões, podendo concluir-se que a investigação feita sobre a internacionalização de PME centra-se nos Estados Unidos e no Canadá, influenciada sobretudo por quatro grandes tópicos: teorias da internacionalização, estratégia, desempenho e perspetiva internacional. Conclui-se igualmente que há uma predominância quantitativa. As conclusões e interpretações sobre oportunidades para futuras investigações são de relevância tanto para a comunidade académica como para a empresarial.