Resume
This work is cataloged in the Scientific Portal. Officially published in Advances in Marketing, Customer Relationship Management, and E-Services (2020). Referenced as: "Canguende-Valentim, Cláudio Félix; Vale, Vera Teixeira".
The complete abstract and full text can be accessed directly at the official DOI: https://doi.org/10.4018/978-1-7998-2220-2.ch013