@misc{indiciaeaccff3650aa4,
  title = {Customer satisfaction: a practical approach for hospitals.},
  author = {L VanderVeen and M Ritz},
  doi = {10.1111/j.1945-1474.1996.tb00827.x},
  url = {https://pubmed.ncbi.nlm.nih.gov/10157248/},
  note = {Source identifier: 10157248}
}