Genady Grabarnik Heiko Ludwig Larisa Shwartz Dynamic management of outsourced service processes' QoS in a service provider - service supplier environment. 81-88 2008 BDIM http://dx.doi.org/10.1109/BDIM.2008.4540077 conf/bdim/2008 db/conf/bdim/bdim2008.html#GrabarnikLS08