@article{demo_watanabe_chauvet_rozzett_2017,  title={CUSTOMER RELATIONSHIP MANAGEMENT SCALE FOR THE B2C MARKET: A CROSS-CULTURAL COMPARISON},  volume={18},  ISSN={1678-6971},  url={https://doi.org/10.1590/1678-69712017/administracao.v18n3p42-69},  DOI={10.1590/1678-69712017/administracao.v18n3p42-69},  number={3},  journal={RAM. Revista de Administração Mackenzie},  publisher={Editora Mackenzie; Universidade Presbiteriana Mackenzie},  author={DEMO, GISELA and WATANABE, ELUIZA ALBERTO DE MORAIS and CHAUVET, DANIELLE CHRISTINE VASCONCELOS and ROZZETT, KÉSIA},  year={2017},  month={May},  pages={42–69} }