@inbook {springerlink:10.1007/978-3-642-17599-2_6,
	title = {Modeling and Negotiating Service Quality},
	booktitle = {Service Research Challenges and Solutions for the Future Internet},
	series = {Lecture Notes in Computer Science},
	volume = {6500},
	year = {2010},
	pages = {157-208},
	publisher = {Springer Berlin / Heidelberg},
	organization = {Springer Berlin / Heidelberg},
	isbn = {978-3-642-17598-5},
	url = {http://dx.doi.org/10.1007/978-3-642-17599-2_6},
	author = {S. Benbernou and I. Brandic and C. Cappiello and M. Carro and M. Comuzzi and Attila Kert{\'e}sz and K. Kritikos and M. Parkin and B. Pernici and P. Plebani},
	editor = {M. Papazoglou and K. Pohl and M. Parkin and A. Metzger}
}
