Ziv Baida, Jaap Gordijn, Hanne Sæle, Hans Akkermans, Andrei Z. Morch. An Ontological Approach for Eliciting and Understanding Needs in e-Services. In Oscar Pastor, João Falcão e Cunha, editors, Advanced Information Systems Engineering, 17th International Conference, CAiSE 2005, Porto, Portugal, June 13-17, 2005, Proceedings. Volume 3520 of Lecture Notes in Computer Science, pages 400-414, Springer, 2005. [doi]