@inproceedings{CHI-2011-MartinRB,
	author        = "Aqueasha M. Martin and Yolanda A. Rankin and Joe Bolinger",
	booktitle     = "{Proceedings of the 29th ACM SIGCHI Conference on Human Factors in Computing Systems}",
	doi           = "10.1145/1978942.1979087",
	isbn          = "978-1-4503-0228-9",
	pages         = "979--982",
	publisher     = "{ACM}",
	title         = "{Client TouchPoint modeling: understanding client interactions in the context of service delivery}",
	year          = 2011,
}