"Bjoern Frank,Shuichi Sudo,Takao Enkawa","Interpreting Time Series of Patient Satisfaction: Macro vs. Micro Components",,"International Journal of Hospital Marketing and Public Relations",,"Vol. 19","No. 1","pp. 15-39",2009,Apr. "FRANK BJOERN,須藤 秀一,圓川 隆夫","顧客満足度への経済変動バイアスの影響と企業努力を反映するその補正方法について",,"品質",,"Vol. 39","No. 1","pp. 119-128",2009,Mar.