@misc{indiciae6978615e4669,
  title = {A systems approach to customer satisfaction.},
  author = {J G Spicer and M J Craft and K C Ross},
  year = {1988},
  doi = {10.1097/00006216-198801230-00014},
  url = {https://pubmed.ncbi.nlm.nih.gov/3374862/},
  note = {Source identifier: 3374862}
}