Boris Galitsky Rajesh Pampapathi Deductive and Inductive Reasoning for Processing the Claims of Unsatisfied Customers. 21-30 http://www.springerlink.com/openurl.asp?genre=article&issn=0302-9743&volume=2718&spage=21 2003 conf/ieaaie/2003 IEA/AIE db/conf/ieaaie/ieaaie2003.html#GalitskyP03