Genady Grabarnik Heiko Ludwig Larisa Shwartz Management of Service Process QoS in a Service Provider - Service Supplier Environment. 543-550 2007 conf/wecwis/2007 CEC/EEE http://doi.ieeecomputersociety.org/10.1109/CEC-EEE.2007.63 db/conf/wecwis/cec2007.html#GrabarnikLS07