@misc {IOPORT.70831193,
    author       = {Chaphalkar, Nik and Stawowy, Brian and Freidbank, Sara and Fernandez, Javier and Mukherjee, Amlan},
    title        = {Developing service assessment metrics},
    howpublished = {SIGUCCS, 1-6 (2011).},
    year         = {2011},
    doi          = {10.1145/2070364.2070366},
    identifier   = {70831193},
}