Almeida, Gustavo R. T. de , Douglas Rocha  Cirqueira, and Fábio M. F. Lobato.
" Improving Social CRM through eletronic word-of-mouth: a case study of ReclameAqui." <em>Companion Proceedings of the 23rd Brazilian Symposium on Multimedia and Web,
Gramado, 2017</em>. SBC, 2017,  
pp.107-110.