Phillipa Oaks Arthur H. M. ter Hofstede David Edmond Capabilities: Describing What Services Can Do. 1-16 http://springerlink.metapress.com/openurl.asp?genre=article&issn=0302-9743&volume=2910&spage=1 2003 conf/icsoc/2003 ICSOC db/conf/icsoc/icsoc2003.html#OaksHE03