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Section 2: Modeling Non-Functional Prope... > Chapter 8: Relational Service Qualit... - Pg. 172

172 Relational Service Quality Modeling Vladimir A. Shekhovtsov National Technical University "Kharkiv Polytechnic Institute", Ukraine Roland Kaschek Information Science Research Center, New Zealand Christian Kop Alpen-Adria-Universität Klagenfurt, Austria Heinrich C. Mayr Alpen-Adria-Universität Klagenfurt, Austria Chapter 8