@inproceedings{inproceedingsa6c8c6a2,
title   = {The customer care IT tools as a competitive advantage factor in the Brazilian retail industry},
author = {Gaspar, Marcos Antonio and Donaire, Denis and Santos, Silvio Aparecido dos},
year = {2009},
publisher = {Business Association of Latin American Studies},
booktitle   = {BALAS 2009}
}