Ziv Baida Jaap Gordijn Hanne Sæle Andrei Z. Morch Hans Akkermans Energy Services: A Case Study in Real-World Service Configuration. 36-50 http://springerlink.metapress.com/openurl.asp?genre=article&issn=0302-9743&volume=3084&spage=36 2004 conf/caise/2004 CAiSE db/conf/caise/caise2004.html#BaidaGSMA04