1. Open closed and mixed networks of queues with different classes of customers;Bakett;Journal of the Association of Computing Machinery,1975
2. Localised automated diagnostic system replaces over worked remote system;DeCaprio;The Field Service Manager,1982
3. Remote diagnostics—A case study;Hawley;The Field Service Manager,1983
4. Market for product support;Hegde,1985
5. Good product support is smart marketing;Karmarkar;Harvard Business Review,1983