Isabelle Rouvellou Lou Degenaro Judah Diament Achille Fokoue Sam Weber Business Users and Program Variability: Bridging the Gap. 11-22 http://springerlink.metapress.com/openurl.asp?genre=article&issn=0302-9743&volume=3107&spage=11 2004 conf/icsr/2004 ICSR db/conf/icsr/icsr2004.html#RouvellouDDFW04