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The conducted study focused on a multinational ITC (Information Technology and Communications) company. Empirical research aimed to evaluate organizational culture based on Denison’s model through four features: capacity development, basic values, customer orientation, and goals and objectives. At the same time, the study analyzed service provided to customers, taking into account its three phases: pre-transaction, transaction, and post-transaction. As research methods, we used a questionnaire-based survey and direct observation. The results of the study demonstrate that the company has a strong culture based on an adequate core value system (shared by company members), innovative and effective human capital management practices, and customer orientation. All characteristics ensure the integration of sustainability principles into strategies, policies, and management practices of the company. At the same time, the authors develop a design and analysis model of the impact of organizational culture features on customer service effectiveness, highlighting that the four organizational culture features are good predictors for improving customer service effectiveness, which promotes an ethical business model and sustainable pursuit of economic, social and environmental performance. The study identified a set of good management practices and solutions in the design, operationalization, and monitoring of customer service.

Along with the educational expansion and the increasing demand regarding accountability for the outcomes of higher education institutions, a great emphasis is put on students' feedback. The present paper is focused on the educational results obtained by the implementation of student satisfaction surveys in a Romanian university. The survey instruments measure three dimensions (the teaching and learning activities, the institutional material base, and the support services) and were tilled in by a total of 1038 national and international students, in two consecutive years. Two different surveys format were administered: traditional paper and-pencil and online. For both of the formats, the students' responses show that the most important aspects are the teaching and learning activities, followed by the material base, and then by the support services offered by the institution.However a less favorable feedback was revealed by the online format of the survey. For all the aspects evaluated, there is a gap between satisfaction and importance: the students rate higher the importance they attach to each of the dimensions than their satisfaction level with these dimensions.

This paper presents a sentiment analysis solution on tweets using Recurrent Neural Networks (RNNs). The method is can classifying tweets with an 80.74% accuracy rate, considering a binary task, after experimenting with 20 different design approaches. The solution integrates an attention mechanism aiming to enhance the network, with a two-way localization system: at memory cell level and at network level. We present an in-depth literature review for Twitter sentiment analysis and the building blocks that grounded the design decisions of our solution, employed as a core classification component within a sentiment indicator of the SynergyCrowds platform.

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