Almeida, Gustavo R. T. de , 		Cirqueira, Douglas Rocha , AND 		Lobato, Fábio M. F..
" Improving Social CRM through eletronic word-of-mouth: a case study of ReclameAqui" <em>Companion Proceedings of the Brazilian Symposium on Multimedia and the Web (WebMedia)</em> [Online], (17 October 2017)