Marc Hassenzahl explains the fascinating concept of User Experience and Experience Design. Commentaries by Don Norman, Eric Reiss, Mark Blythe, and Whitney Hess
User Experience and Experience Design !
Aart, Chris van and Tamma, Valentina A. M. (2008): Agent mediated provision of insurance services: two case studies: fraud and repairs. In: Fensel, Dieter and Werthner, Hannes (eds.) Proceedings of the 10th International Conference on Electronic Commerce - ICEC 2008 August 19-22, 2008, Innsbruck, Austria. p. 20.