Anna Bouch Martina Angela Sasse Why Value Is Everything: A User-Centered Approach to Internet Quality of Service and Pricing. 59-74 2001 conf/iwqos/2001 IWQoS http://link.springer.de/link/service/series/0558/bibs/2092/20920059.htm db/conf/iwqos/iwqos2001.html#BouchS01