Michael Brenner Igor Radisic Martina Schollmeyer A Criteria Catalog Based Methodology for Analyzing Service Management Processes. 145-156 2002 conf/dsom/2002 DSOM http://link.springer.de/link/service/series/0558/bibs/2506/25060145.htm db/conf/dsom/dsom2002.html#BrennerRS02