Robert L. Leitheiser, James C. Wetherbe. Service Support Levels: An Organizational Approach to End-User Computing. MIS Quarterly, 10(4):337-349, 1986. [doi]
@article{LeitheiserW86,
title = {Service Support Levels: An Organizational Approach to End-User Computing},
author = {Robert L. Leitheiser and James C. Wetherbe},
year = {1986},
url = {http://misq.org/service-support-levels-an-organizational-approach-to-end-user-computing.html},
researchr = {https://researchr.org/publication/LeitheiserW86},
cites = {0},
citedby = {0},
journal = {MIS Quarterly},
volume = {10},
number = {4},
pages = {337-349},
}