Quality is in the Eye of the Beholder: Meeting Users' Requirements for Internet Quality of Service. Bouch, A.; Bhatti, N.; and Kuchinsky, A. In pages 297-304.
bibtex   
@inproceedings{ bou00a,
  crossref = {chi2000},
  author = {Anna Bouch and Nina Bhatti and Allan Kuchinsky},
  title = {Quality is in the Eye of the Beholder: Meeting Users' Requirements for Internet Quality of Service},
  pages = {297-304},
  uri = {http://portal.acm.org/citation.cfm?id=332447}
}
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