1. Thomas, H., Foil R., Dacus, J.: “New Technology Bliss and Pain in a Large Customer Service Center”, in: Case-Based Reasoning Research and Development, Proceedings of the ICCBR97, Leake, Plaza (eds.), LNAI1266, Springer Verlag, Berlin, 1997, pp. 166–177
2. Althoff, K.D. et.al.: “Case-Based Reasoning for Decision Support and Diagnostic Problem Solving: The INRECA Approach”, Proceedings, Fallbasiertes Schlie\en — Grundlagen und Anwendungen, 3rd German Case-Based Reasoning Workshop, B.Bartsch-Spörl, D. Janetzko, S. Wess eds., LSA-95-02, Fachbereich Informatik, Universität Kaiserslautern, 1995, pp 63–71