@CONFERENCE\{IMM2004-03364,
    author       = "P. Thyregod",
    title        = "On the sensitivity of questionnaires for measuring customer satisfaction.",
    year         = "2004",
    booktitle    = "Fourth Annual Meeting of {ENBIS}",
    volume       = "",
    series       = "",
    editor       = "",
    publisher    = "",
    organization = "",
    address      = "",
    url          = "http://www2.compute.dtu.dk/pubdb/pubs/3364-full.html"
}