Reiner R. Dumke, Cornelius Wille. A New Metric-Based Approach for the Evaluation of Customer Satisfaction in the IT Area. In Reiner R. Dumke, Alain Abran, editors, New Approaches in Software Measurement, 10th International Workshop, IWSM 2000, Berlin, Germany, October 4-6, 2000, Proceedings. Volume 2006 of Lecture Notes in Computer Science, pages 183-195, Springer, 2000. [doi]
Abstract is missing.