Is consumerism only what Philip Kotler says it is? A decolonial analysis on failures, hierarchies, and exclusions

References

• Andreasen, A. (1976). The differing nature of consumerism in the ghetto. The Journal of Consumer Affairs, 10(2), 179–190. https://doi.org/10.1111/j.1745-6606.1976.tb00582.x
   Web of Science ®Google Scholar
• Arndt, J. (1978). How broad should the marketing concept be? Journal of Marketing, 42(1), 101–103. https://doi.org/10.1177/002224297804200118
   Web of Science ®Google Scholar
• Arrighi, J. M. (1992). Integration and consumer protection: The case of Latin America. Journal of Consumer Policy, 15(2), 179–190. https://doi.org/10.1007/BF01352135
   Web of Science ®Google Scholar
• Asher, A. (1998). Going global: A new paradigm for consumer protection. The Journal of Consumer Affairs, 32(2), 183–203. https://doi.org/10.1111/j.1745-6606.1998.tb00406.x
   Web of Science ®Google Scholar
• Bádéjo, F., & Gordon, R. (2022). See finish! Scunnered! A vernacular critique of hierarchies of knowledge in marketing. Marketing Theory, 22(2), 229–249. https://doi.org/10.1177/14705931221074724
   Web of Science ®Google Scholar
• Ballestrin, L. (2017). Modernidade/Colonialidade sem ‘Imperialidade’? O Elo Perdido do Giro Decolonial. Dados [online], 60(2), 505–540. https://doi.org/10.1590/001152582017127
   Web of Science ®Google Scholar
• Bauer, C. (2016). Educação, Terra e Liberdade – Princípios educacionais do MST em perspectiva histórica (2nd ed.). Paco Editorial.
   Google Scholar
• Bell, M., & Emory, W. (1971). The faltering marketing concept. Journal of Marketing, 35(4), 37–42. https://doi.org/10.1177/002224297103500407
   Web of Science ®Google Scholar
• Beting, J. (1973, September 18). O “naderismo” hoje. Folha de São Paulo. Economia, 19.
   Google Scholar
• Bloom, P., & Greyser, S. (1981). The maturing of consumerism. Harvard Business Review, 59(6), 130–139.
   PubMed Web of Science ®Google Scholar
• Bourassa, M., Cunningham, P., & Handelman, J. (2007). How Philip Kotler has helped to shape the field of marketing. European Business Review, 19(2), 174–192. https://doi.org/10.1108/09555340710730128
   Google Scholar
• Breidlid, A. (2013). Education, indigenous knowledges, and development in the global South – Contesting knowledges for a sustainable future. Routledge.
   Google Scholar
• Brohman, J. (1995). Universalism, eurocentrism, and ideological bias in development studies: From modernization to neoliberalism. Third World Quarterly, 16(2), 121–140. https://doi.org/10.1080/01436599550036149
   Google Scholar
• Brown, S. (2002). Vote, vote, vote for Philip Kotler. European Journal of Marketing, 36(3), 313–324. https://doi.org/10.1108/03090560210417147
   Google Scholar
• Buskirk, R., & Rothe, J. (1970). Consumerism – An interpretation. Journal of Marketing, 34(4), 61–65. https://doi.org/10.1177/002224297003400410
   Web of Science ®Google Scholar
• Cahill, D., & Konings, M. (2017). Neoliberalism. Polity Press.
   Google Scholar
• Carreiro, J. (2017). Our economic way out. Black-American consumers’ co-operation in the first half of the twentieth century. In L. Hyman & J. Tohill (Eds.), Shopping for change – Consumer activism and the possibilities of purchasing power (pp. 97–108). Cornell University Press.
   Google Scholar
• Castro-Goméz, S. (2021). Zero-point hubris – Science, race and enlightenment in eighteenth century Latin America. Rowan & Littlefield.
   Google Scholar
• Cautela em demasia. (1977, March 18). Folha de São Paulo. Opinião.
   Google Scholar
• Cheng, H., Kotler, P., & Lee, N. (2011). Social marketing for public health: Global trends and success stories. Jones and Bartlett.
   Google Scholar
• Cohen, L. (2003). A consumers’ republic: The politics of mass consumption in postwar America. Alfred A Knopf.
   Google Scholar
• Crespo, A. (2002. March, 9). Proteste inicia atividades no Brasil. Jornal da Tarde, 16A.
   Google Scholar
• Darley, W., & Johnson, D. (1993). Cross-national comparison of consumer attitudes toward consumerism in four developing countries. The Journal of Consumer Affairs, 27(1), 37–54. https://doi.org/10.1111/j.1745-6606.1993.tb00736.x
   Web of Science ®Google Scholar
• Davis, A. (1998). Women and capitalism: Dialectics of oppression and liberation. In J. James & A. Davis (Eds.), The Angela Y. Davis reader (pp. 161–209). Wiley-Blackwell.
   Google Scholar
• Day, G., & Aaker, D. (1970). A guide to consumerism. Journal of Marketing, 34(3), 12–19. https://doi.org/10.1177/002224297003400304
   Web of Science ®Google Scholar
• Dholakia, N., Firat, F., & Bagozzi, R. (1980). The de-Americanization of marketing thought: In search of a universal base. In C. Lamb Jr. & A. Dunne (Eds.), Theoretical development in marketing (pp. 25–29). American Marketing Association.
   Google Scholar
• Dussel, E. (2000). Europe, modernity and eurocentrism. Nepantla: Views from the South, 1(3), 465–478. https://muse.jhu.edu/article/23901
   Google Scholar
• Dussel, E. (2002). World-systems and “trans”-modernity. Nepantla: Views from the South, 3(2), 221–244. https://muse.jhu.edu/pub/4/article/23955
   Google Scholar
• Engelmann, S. (2018). “É preciso equilibrar o consumo, a produção e a relação com a natureza”, explica dirigente do MST. Retrieved April 4, 2022, from https://mst.org.br/2018/10/19/e-preciso-equilibrar-o-consumo-a-producao-e-a-relacao-com-a-natureza-explica-dirigente-do-mst/
   Google Scholar
• Escobar, A. (2004). Beyond the Third World: Imperial globality, global coloniality and anti-globalisation social movements. Third World Quarterly, 25(1), 207–230. https://doi.org/10.1080/0143659042000185417
   Web of Science ®Google Scholar
• Fanon, F. (1965). Os Condenados da Terra. Editora Ulisseia.
   Google Scholar
• Faria, A. (2014). Border thinking in action: Should critical management studies get anything done? Getting Things Done (Online), 277–300. https://doi.org/10.1108/S2046-6072/2013/0000002018
   Google Scholar
• Faria, A., & Hemais, M. (2017). Rethinking the bottom of the pyramid: A critical perspective from an emerging economy. Marketing Theory, 17(3), 271–287. https://doi.org/10.1177/1470593117704283
   Web of Science ®Google Scholar
• Faria, A., & Hemais, M. (2021). Transmodernizing management historiographies of consumerism for the majority. Journal of Business Ethics, 173(3), 447–465. https://doi.org/10.1007/s10551-020-04528-y
   Web of Science ®Google Scholar
• Fico, C. (1997). Reinventando o otimismo: ditadura, propaganda e imaginário social no Brasil. Editora Fundação Getúlio Vargas.
   Google Scholar
• Finch, J. (1985). A history of the consumer movement in the United States: Its literature and legislation. Journal of Consumer Studies & Home Economics, 9(1), 23–33. https://doi.org/10.1111/j.1470-6431.1985.tb00438.x
   Google Scholar
• Firat, F. (2013). Marketing: Culture institutionalized. Journal of Macromarketing, 33(1), 78–82. https://doi.org/10.1177/0276146712465187
   Web of Science ®Google Scholar
• Foxall, G. (1978). Towards a balanced view of consumerism. European Journal of Marketing, 12(4), 264–274. https://doi.org/10.1108/EUM0000000004987
   Web of Science ®Google Scholar
• Francis, J., & Robertson, J. (2021). White spaces: How marketing actors (re)produce marketplace inequities for Black consumers. Journal of Marketing Management, 37(1–2), 84–116. https://doi.org/10.1080/0267257X.2020.1863447
   Web of Science ®Google Scholar
• Gaedeke, R., & Udo-Aka, U. (1974). Toward the internationalization of consumerism. California Management Review, 17(1), 86–92. https://doi.org/10.2307/41164548
   Web of Science ®Google Scholar
• Glickman, L. (2009). Buying power: A history of consumer activism in America. University of Chicago Press.
   Google Scholar
• Gordon, L. (2022). Fear of Black consciousness. Farrar, Straus & Giroux.
   Google Scholar
• Grosfoguel, R. (2000). Developmentalism, modernity, and dependency theory in Latin America. Nepantla: Views from the South, 1(2), 347–374. https://muse.jhu.edu/pub/4/article/23893
   Google Scholar
• Grosfoguel, R. (2013). Racismo/sexismoepistémico, universidades occidentalizadas y los cuatro genocidios/epistemicidios del largo siglo XVI. Tabula Rasa, 19(19), 31–58. https://doi.org/10.25058/20112742.153
   Google Scholar
• Hall, S. (2020). Ten days in Harlem: Fidel Castro and the making of the 1960s. Faber & Faber.
   Google Scholar
• Hemais, M. (2019). Eurocentric influence on the Brazilian consumer defense code. Journal of Historical Research in Marketing, 11(2), 203–226. https://doi.org/10.1108/JHRM-12-2017-0073
   Web of Science ®Google Scholar
• Hemais, M., & Faria, A. (2018). Highlighting the darker side of liberal internationalism for a counter-colonizing consumerism. Latin American Business Review, 19(3–4), 349–373. https://doi.org/10.1080/10978526.2018.1547643
   Google Scholar
• Hemais, M., & Santos, R. (2021). Understanding the Brazilian consumerism movement from a decolonial perspective: The case of proteste. Journal of Macromarketing, 41(2), 315–331. https://doi.org/10.1177/0276146720960220
   Web of Science ®Google Scholar
• Herrmann, R. (1970). Consumerism: Its goals, organizations and future. Journal of Marketing, 34(4), 55–60. https://doi.org/10.1177/002224297003400409
   Web of Science ®Google Scholar
• Hilton, M. (2009). Prosperity for all: Consumer activism in an era of globalization. Cornell University Press.
   Google Scholar
• Ho, S.-C. (1997). The emergence of consumer power in China. Business Horizons, 40(5), 15–21. https://doi.org/10.1016/S0007-6813/97/90082-3
   Google Scholar
• Ibarra-Colado, E. (2006). Organization studies and epistemic coloniality in Latin America: Thinking otherness from the margins. Organization, 13(4), 463–488. https://doi.org/10.1177/1350508406065851
   Web of Science ®Google Scholar
• Jafari, A. (2022). The role of institutions in non-Western contexts in reinforcing West-centric knowledge hierarchies: Towards more self-reflexivity in marketing and consumer research. Marketing Theory, 22(2), 211–227. https://doi.org/10.1177/14705931221075371
   Web of Science ®Google Scholar
• Jafari, A., Firat, F., Süerdem, A., Askergaard, S., & Dalli, D. (2012). Non-Western contexts: The invisible half. Marketing Theory, 12(1), 3–12. https://doi.org/10.1177/1470593111424183
   Web of Science ®Google Scholar
• Joseph, P. (2000). Waiting till the midnight hour: Reconceptualizing the heroic period of the civil rights movement, 1954–1965. Souls: Critical Journal of Black Politics & Culture, 2(2), 6–17. https://doi.org/10.1080/10999940009362207
   Google Scholar
• Kassarjian, H. (1994). Scholarly traditions and European roots of American consumer research. In G. Laurent, G. Lilien, & B. Pras (Eds.), Research traditions in marketing (pp. 265–279). Springer Science + Business Media.
   Google Scholar
• Kassarjian, H., & Goodstein, R. (2010). The emergence of consumer research. In P. Maclaran, M. Saren, B. Stern, & M. Tadajewski (Eds.), The SAGE handbook of marketing theory (pp. 59–73). Sage.
   Google Scholar
• Kaynak, E. (1985). Some thoughts on consumerism in developed and less developed countries. International Marketing Review, 2(2), 15–30. https://doi.org/10.1108/eb008273
   Google Scholar
• Klebanow, D., & Jonas, F. (2003). People’s lawyers: Crusaders for justice in American history. M. E. Sharpe.
   Google Scholar
• Kotler, P. (1972). What consumerism means for marketers. Harvard Business Review, 50(3), 48–57.
   Web of Science ®Google Scholar
• Kotler, P. (2011). Philip Kotler’s contributions to marketing theory and practice. Review of Marketing Research, 8(Special Issue – Marketing Legends), 87–120. https://doi.org/10.1108/S1548-6435
   Google Scholar
• Kotler, P. (2020). Where does consumerism stand today? Journal of Creating Value, 6(2), 144–148. https://doi.org/10.1177/2394964320962868
   Google Scholar
• Kotler, P., & Lee, N. (2005). Corporate social responsibility: Doing the most good for your company and your cause. Wiley.
   Google Scholar
• Kotler, P., & Lee, N. (2008). Social marketing: Influencing behaviors for good. Sage.
   Google Scholar
• Kotler, P., & Lee, N. (2009). Up and out of poverty: The social marketing solution. Wharton School Publishing.
   Google Scholar
• Kotler, P., Lee, N., & Roberto, E. (2002). Social marketing: Improving the quality of life. The Free Press.
   Google Scholar
• Kotler, P., & Levy, S. (1969). Broadening the concept of marketing. Journal of Marketing, 33(1), 10–15. https://doi.org/10.1177/002224296903300103
   PubMed Web of Science ®Google Scholar
• Kotler, P., & Roberto, E. (1989). Social marketing: Strategies for changing public behavior. The Free Press.
   Google Scholar
• Krenak, A. (2019). Ideias para adiar o fim do mundo. Companhia das Letras.
   Google Scholar
• Kucinski, B., & Ledogar, R. (1977). Fome de Lucros: Atuação das multinacionais de alimentos e remédios na América Latina. Editora Brasiliense.
   Google Scholar
• Lander, E. (2005). Ciências Sociais: saberes coloniais e eurocêntricos. In E. Lander ( Org.), A colonialidade do saber: eurocentrismo e ciências sociais (pp. 21–33). CLACSO.
   Google Scholar
• Larsen, G., & Lawson, R. (2013). Consumer rights: A co-optation of the contemporary consumer movement. Journal of Historical Research in Marketing, 5(1), 97–114. https://doi.org/10.1108/17557501311293370
   Google Scholar
• Leite, I. (2008). O projeto político quilombola: desafios, conquistas e impasses atuais. Revista Estudos Feministas, 16(3), 965–977. https://doi.org/10.1590/S0104-026X2008000300015
   Google Scholar
• Lerrer, D. (2012). Preparar gente: a educação superior dentro do MST. Estudos Sociedade e Agricultura, 20(2), 451–484. https://revistaesa.com/ojs/index.php/esa/article/view/9
   Google Scholar
• Lindenmeier, J., & Rivaroli, S. (2020). New perspectives on political consumerism and consumption: An editorial essay. Journal of Nonprofit & Public Sector Marketing, 33(2), 109–113. https://doi.org/10.1080/10495142.2020.1865241
   Web of Science ®Google Scholar
• Luck, D. (1969). Broadening the concept of marketing – Too far. Journal of Marketing, 33(3), 53–55. https://doi.org/10.1177/002224296903300310
   Web of Science ®Google Scholar
• Maldonado-Torres, N. (2007). On the coloniality of being. Cultural Studies, 21(2), 240–270. https://doi.org/10.1080/09502380601162548
   Web of Science ®Google Scholar
• McKenzie-Mohr, D., Lee, N., Schultz, P. W., & Kotler, P. (2012). Social marketing to protect the environment: What Works. Sage.
   Google Scholar
• Micheletti, M. (2003). Political virtue and shopping – Individuals, consumerism and collective action. Palgrave-Macmillan.
   Google Scholar
• Mignolo, W. (2005). A colonialidade de cabo a rabo: o hemisfério ocidental no horizonte conceitual da modernidade. In E. Lander ( Org.), A colonialidade do saber: eurocentrismo e ciências sociais (pp. 35–54). CLACSO.
   Google Scholar
• Mignolo, W. (2007). DELINKING the rhetoric of modernity, the logic of coloniality and the grammar of de-coloniality. Cultural Studies, 21(2), 449–514. https://doi.org/10.1080/09502380601162647
   Web of Science ®Google Scholar
• Mignolo, W. (2009). Epistemic disobedience, independent thought, and decolonial freedom. Theory, Culture & Society, 26(7–8), 159–181. https://doi.org/10.1177/0263276409349275
   Web of Science ®Google Scholar
• Mignolo, W. (2011). The darker side of western modernity: Global futures, decolonial options. Duke University.
   Google Scholar
• Mignolo, W. (2013). Geopolitics of sensing and knowing: On coloniality, border thinking, and epistemic disobedience. Confero: Essays on Education, Philosophy and Politics, 1(1), 129–150. https://doi.org/10.3384/confero.2001-4562.13v1i1129
   Google Scholar
• Mignolo, W. (2018). What does it mean to decolonize? In W. Mignolo & C. Walsh (Eds.), On decoloniality – Concepts, analytics, praxis (pp. 105–134). Duke University Press.
   Google Scholar
• Mignolo, W. (2019). Sustainable development or sustainable economies? Ideas towards living in harmony and plenitude. Socioscapes: International Journal of Societies, Politics and Cultures, 1(1), 48–65. http://www.socioscapes.org/index.php/sc/article/view/33
   Google Scholar
• Mignolo, W., & Tlostanova, M. (2006). Theorizing from the borders: Shifting to geo- and body-politics of knowledge. European Journal of Social Theory, 9(2), 205–221. https://doi.org/10.1177/1368431006063333
   Google Scholar
• Morin, B. (1972). Some negativisms about consumerism. Journal of Small Business Management, 10, 6–10.
   Google Scholar
• Nath, G. (2015). Reproducing or contesting the global? Belgian organized consumerism and its international entanglement (1957–1995). International Review of Social History, 60(3), 413–448. https://doi.org/10.1017/S0020859015000498
   Web of Science ®Google Scholar
• Nembhard, J. (2004). Cooperative ownership in the struggle for African American economic empowerment. Humanity & Society, 28(3), 298–321. https://doi.org/10.1177/016059760402800307
   Google Scholar
• Nembhard, J. (2014). Collective courage - A history of African American cooperative economic thought and practice. Pennsylvania State University.
   Google Scholar
• Nickels, W. (1974). Conceptual conflicts in marketing. Journal of Economics and Business, 27(1), 140–143.
   Google Scholar
• Peterson, E. (1966). Representing the consumer interest in the federal government. Michigan Law Review, 64(7), 1323–1328. https://doi.org/10.2307/1287137
   Web of Science ®Google Scholar
• Pizzo, E. (2007). Idec: vinte anos construindo a cidadania. Instituto Brasileiro de Defesa do Consumidor.
   Google Scholar
• Pryluka, P. (2015). Growing consumer rights in neoliberal times: The top-down origins of consumer organizations in Argentina between 1978 and 1993. Journal of Historical Research in Marketing, 7(3), 373–388. https://doi.org/10.1108/JHRM-09-2014-0031
   Google Scholar
• Quazi, A. (2002). Managerial views of consumerism: A two‐country comparison. European Journal of Marketing, 36(1/2), 36–50. https://doi.org/10.1108/03090560210412692
   Google Scholar
• Quijano, A. (2005). Of Don Quixote and windmills in Latin America. Estudos Avançados, 19(55), 9–31. https://doi.org/10.1590/S0103-40142005000300002
   Google Scholar
• Quijano, A. (2007). Coloniality and modernity/rationality. Cultural Studies, 21(2–3), 168–178. https://doi.org/10.1080/09502380601164353
   Web of Science ®Google Scholar
• Reitan, R. (2007). Cuba, the black panther party and the US black movement in the 1960s: Issues of security. New Political Science, 21(2), 217–230. https://doi.org/10.1080/07393149908429864
   Google Scholar
• Rios, J. (1998). A defesa do consumidor e o direito como instrumento de mobilização social. Mauad.
   Google Scholar
• Rodrigues, L., & Hemais, M. (2022). The colonial side of advertising self-regulation: Imperialist consumerism in Latin America. Latin American Business Review, 23(2), 167–198. https://doi.org/10.1080/10978526.2021.1942026
   Google Scholar
• Rodrigues, L., Hemais, M., & Costa, A. (2022). The 40 years of discourse on racism in the Brazilian advertising self-regulation system. Journal of Consumer Marketing. Advance online publication. https://doi.org/10.1108/JCM-03-2021-4558
   Web of Science ®Google Scholar
• Rosa, A., & Alcadipani, R. (2013). A terceira margem do rio dos estudos críticos sobre administração e organizações no Brasil: (re)pensando a crítica a partir do pós-colonialismo. Revista de Administração Mackenzie, 14(6), 185–215. https://doi.org/10.1590/S1678-69712013000600009
   Google Scholar
• Roth, B. (2004). Separate roads to feminism: Black, chicana, and white feminist movements in America’s second wave. Cambridge University.
   Google Scholar
• Said, E. (2007). Orientalismo: o Oriente como invenção do Ocidente. Companhia das Letras.
   Google Scholar
• Sarkar, C., & Kotler, P. (2020). Brand activism: From purpose to action. Idea Bite Press.
   Google Scholar
• Scharf, E., Schwingel, A., & Franzon, F. (2013). A bibliometric study on marketing scientific production: The first decade of the 2000’s. Visão, 2(1), 5–26. https://doi.org/10.33362/visao.v2i1.104
   Google Scholar
• Silva, K., & Sauerbronn, J. F. (2021). Sistemas de Marketing, Mercado e Qualidade de Vida: Uma análise a partir do Buen Vivir Andino. Revista Interdisciplinar de Marketing, 11(2), 132–151. https://doi.org/10.4025/rimar.v11i2.58708
   Google Scholar
• Sim, F. (1991). IOCU on record: A documentary history of the international organization of consumers unions, 1960–1990. Consumers Union.
   Google Scholar
• Stedile, J. P. (2020). O poder político das empresas de agrotóxicos, por João Pedro Stedile. Retrieved April 2, 2022, from https://mst.org.br/2020/03/02/o-poder-politico-das-empresas-de-agrotoxicos-por-joao-pedro-stedile/
   Google Scholar
• Stern, L. (1971). Consumer protection via self-regulation. Journal of Marketing, 35(3), 47–53. https://doi.org/10.1177/002224297103500308
   Web of Science ®Google Scholar
• Swagler, R. (1994). Evolution and applications of the term consumerism: Theme and variations. The Journal of Consumer Affairs, 28(2), 347–360. https://doi.org/10.1111/j.1745-6606.1994.tb00856.x
   Web of Science ®Google Scholar
• Tadajewski, M. (2010). Critical marketing studies: Logical empiricism, ‘critical performativity’ and marketing practice. Marketing Theory, 10(2), 210–222. https://doi.org/10.1177/1470593110366671
   Web of Science ®Google Scholar
• Tiemstra, J. (1992). Theories of regulation and the history of consumerism. International Journal of Social Economics, 19(6), 3–27. https://doi.org/10.1108/03068299210012548
   Web of Science ®Google Scholar
• Tlostanova, M. (2020). The postcolonial condition, the decolonial option and the post-socialist intervention. In M. Albrecht ( Org.), Postcolonialism cross-examined - Multidirectional perspectives on imperial and colonial pasts and the neocolonial present (pp. 165–178). Routledge.
   Google Scholar
• Tota, A. (2000). O imperialismo sedutor: a americanização na época da Segunda Guerra. Companhia das Letras.
   Google Scholar
• Varman, R. (2018a). Postcolonialism, subalternity and critical marketing. In M. Tadajewski, M. Higgins, J. Denegri-Knott, & R. Varman (Eds.), The Routledge companion to critical marketing (pp. 49–63). Routledge.
   Google Scholar
• Varman, R. (2018b). Violence, markets and marketing. Journal of Marketing Management, 34(11–12), 903–912. https://doi.org/10.1080/0267257X.2018.1537659
   Web of Science ®Google Scholar
• Varman, R., & Al-Amoudi, I. (2016). Accumulation through derealization: How corporate violence remains unchecked. Human Relations, 69(10), 1909–1935. https://doi.org/10.1177/0018726716628970
   Web of Science ®Google Scholar
• Varman, R., & Saha, B. (2009). Disciplining the discipline: Understanding postcolonial epistemic ideology in marketing. Journal of Marketing Management, 25(7–8), 811–824. https://doi.org/10.1362/026725709X471640
   Google Scholar
• Venkatesh, A. (1995). Ethnoconsumerism: A new paradigm to study cultural and cross-cultural consumer behavior. In J. Costa & G. Bamossy (Eds.), Marketing in a multicultural world (pp. 26–67). Sage.
   Google Scholar
• Wilkie, W., & Moore, E. (2003). Scholarly research in marketing: Exploring the “4 eras” of thought development. Journal of Public Policy & Marketing, 22(2), 116–146. https://doi.org/10.1509/jppm.22.2.116.17639
   Web of Science ®Google Scholar
• Zülzke, M. L. (1991). Abrindo a empresa para o consumidor: a importância de um canal de atendimento. Qualitymark.
   Google Scholar