da Silva e Cruz, Raquel; da Ascensão Marques, Alzira Maria - In: The international journal of management science and … (2014) 11, pp. 96-124
Relations "customer - supplier" are increasingly more valuable and less consistent, especially in the online context. In this sense, the supplier seeks to make a website visitor into a satisfied customer and a satisfied customer into a loyal customer as a condition to become more competitive....
