@article{CTT100591697,
  author = {Bjoern Frank and Shuichi Sudo and Takao Enkawa},
  title = {Interpreting Time Series of Patient Satisfaction: Macro vs. Micro Components},
  journal = {International Journal of Hospital Marketing and Public Relations},
  year = 2009,
}

@article{CTT100591701,
  author = {FRANK BJOERN and 須藤 秀一 and 圓川 隆夫},
  title = {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},
  journal = {品質},
  year = 2009,
}