Niki Serakiotou Aime Diaw Thomas Bui Richard Roberts Carolynne White From help desk and resnet to "Best Service Center in Town". 27-32 2008 SIGUCCS http://doi.acm.org/10.1145/1449956.1449967 conf/siguccs/2008 db/conf/siguccs/siguccs2008.html#SerakiotouDBRW08