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The purpose of this paper is to identify the relationships between process modeling and Industry 4.0, the strategic themes and the most used process modeling language in smart factories. The study also presents the growth of the field of study worldwide, the perspectives, main challenges, trends and suggestions for future works.

To do this, a science mapping was performed using the software SciMAT, supported by VOS viewer.

The results show that the Business Process Model and Notation (BPMN), Unified Modelling Language (UML) and Petri Net are the most relevant languages to smart manufacturing. The authors also highlighted the need to develop new languages or extensions capable of representing the dynamism, interoperability and multiple technologies of smart factories.

It was possible to identify the most used process modeling languages in smart environments and understand how these languages assist control and manage smart processes. Besides, the authors highlighted challenges, new perspectives and the need for future works in the field.

This study aims to analyze how corporate social responsibility (CSR) moderates the direct effects of satisfaction, service quality and trust on consumer bank loyalty.

A survey was conducted with 258 consumers who had held a bank account for at least six months to test the proposed model and achieve the research objectives. It was hypothesized that satisfaction, service quality and trust would positively influence bank loyalty. Additionally, it was expected that CSR would positively moderate the relationships between these constructs and bank loyalty.

The study confirmed the positive relationships among the direct effects of satisfaction, service quality and trust on bank loyalty. However, unexpected results were found in the moderation analysis. The moderating effects of CSR on the relationships between service quality and trust in customer loyalty contradicted expectations. These results suggest that banks should cautiously approach CSR activities, especially in Brazil. Consumers' perceptions are influenced by whether they perceive CSR initiatives as altruistic. Conversely, banks risk losing credibility if consumers perceive CSR as self-serving rather than beneficial to the public. The study underscores the importance of aligning CSR practices with genuine public benefit to enhance consumer trust and loyalty, urging companies to rethink their approach to CSR implementation.

This investigation benefits researchers, customers and banking executives. The findings may assist banks in (re)building their CSR reputation. This research evaluates banks in a developing economy and can serve as a precursor to future research, helping to develop CSR guidelines for banks.