@incollection{39,
  author = {Francisco Herrera and Enrique Herrera-Viedma and Luis Martínez and Francisco Mata and Pedro José Sánchez},
  title = {A Multi-Granular Linguistic Decision Model for Evaluating the Quality of Network Services},
  year = {2004},
  pages = {71-92},
  publisher = {Springer},
  url = {http://www.springer.com/engineering/production+eng/book/978-3-540-20324-7},
}