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Knowledge-driven customer support services 

, In: Customer relationship management and the social and semantic web / Ricardo Colomo-Palacios; João Varajão; Pedro Soto-Acosta, [editors]
a socio-engineering approach 
Aviv, Itzhak ; Levy, Meira ; Hadar, Irit. (2012)  - p. 23-38
Exemplar:  TB Nautik 17/.1.7 Col 3 (2012)