CRM as institution - imaginary, legitimacy and appropriation . Journal of Information Systems and Technology Management, [S. l.], v. 6, n. 2, p. 307–318, 2009. DOI: 10.4301/S1807-17752009000200010. Disponível em: https://www.journals.usp.br/jistem/article/view/12839.. Acesso em: 20 maio. 2024.