DEMO, G. Validation of a CRM scale for the B2C market: exploratory factor analysis. Brazilian Journal of Operations & Production Management, [S. l.], v. 10, n. 2, p. 67–78, 2014. Disponível em: https://bjopm.org.br/bjopm/article/view/V10N2A7. Acesso em: 29 mar. 2024.