Ron A. M. Sprenkels, Aiko Pras, Bert-Jan van Beijnum, Leo de Goede. A Customer Service Management Architecture for the Internet. In Anthony P. Ambler, Seraphin B. Calo, Gautam Kar, editors, Services Management in Intelligent Networks, 11th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management, DSOM 2000, Aaustin, Texas, USA, December 4-6, 2000, Proceedings. Volume 1960 of Lecture Notes in Computer Science, pages 71-82, Springer, 2000. [doi]
Abstract is missing.