Boris A. Galitsky Rajesh Mysore Pampapathi Deductive and Inductive Reasoning for Processing the Claims of Unsatisfied Customers. 21-30 https://doi.org/10.1007/3-540-45034-3_3 2003 conf/ieaaie/2003 IEA/AIE db/conf/ieaaie/ieaaie2003.html#GalitskyP03