Giacomo Piccinelli Wolfgang Emmerich Scott Lane Williams Mary Stearns A Model-Driven Architecture for Electronic Service Management Systems. 241-255 http://springerlink.metapress.com/openurl.asp?genre=article&issn=0302-9743&volume=2910&spage=241 2003 conf/icsoc/2003 ICSOC db/conf/icsoc/icsoc2003.html#PiccinelliEWS03