@inproceedings{cust-support:chi2019,
  author =       {Mahmood Sharif and Kevin A. Roundy and Matteo Dell'Amico and Christopher Gates and Daniel Kats and Lujo Bauer and Nicolas Christin},
  title =        {A field study of computer-security perceptions using anti-virus customer-support chats},
  booktitle =    {CHI'19: 37th Annual ACM Conference on Human Factors in Computing Systems},
  month =        may,
  year =         2019,
  doi =          {10.1145/3290605.3300308},
  copyright =    {authors},
  url =          {https://www.ece.cmu.edu/~lbauer/papers/2019/chi2019-customer-support.pdf}
}