Anu Raninen, Helena Merikoski, Jarmo J. Ahonen, Sarah Beecham. Applying software process modeling to improve customer support processes. Journal of Software Maintenance, 27(4):274-293, 2015. [doi]
@article{RaninenMAB15,
title = {Applying software process modeling to improve customer support processes},
author = {Anu Raninen and Helena Merikoski and Jarmo J. Ahonen and Sarah Beecham},
year = {2015},
doi = {10.1002/smr.1713},
url = {http://dx.doi.org/10.1002/smr.1713},
researchr = {https://researchr.org/publication/RaninenMAB15},
cites = {0},
citedby = {0},
journal = {Journal of Software Maintenance},
volume = {27},
number = {4},
pages = {274-293},
}