BENAVENT, Christophe. 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/s1807-17752009000200009. Disponível em: https://jistem.tecsi.org/index.php/jistem/article/view/10.4301%252FS1807-17752009000200009. Acesso em: 15 aug. 2025.