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CRM 2.0 and e-government 

, In: Customer relationship management and the social and semantic web / Ricardo Colomo-Palacios; João Varajão; Pedro Soto-Acosta, [editors]
challenges for public administration and social effects 
Pérez González, Daniel ; Solana González, Pedro. (2012)  - p. 84-112
Exemplar:  TB Nautik 17/.1.7 Col 3 (2012)