@incollection{memari_social_2011, Author = {Memari, Ammar and Assaad, Waad and Marx Gomez, Jorge}, Title = {Social Software in Customer Relationship Management, a Study Exemplified in Instant Messaging Networking}, Year = {2011}, Month = {01}, Publisher = {IGI Global}, Booktitle = {Business Social Networking: Organizational, Managerial, and Technological Dimensions}, type = {incollection} } @COMMENT{Bibtex file generated on }