Robert E. Marsh. Measuring and Reporting User Impact of Poor Service. In George W. Dodson, J. William Mullen, Linda J. Carroll, Dave Parker, Carole Arruda Reed, Harry Zimmer, Carolyn Hanna, Doug McBride, Bob Miller, Dave Thorn, Ellen E. Robertson, Bob Bishop, Ellen M. Friedman, Chuck Hopf, Jerry L. Rosenberg, John P. Pilch, editors, 15th International Computer Measurement Group Conference, Reno, Nevada, USA, December 11-15, 1989, Proceedings. pages 1011-1017, Computer Measurement Group, 1989.
Abstract is missing.