Other publications
Book publications:
T. Enkawa, B. Frank (2015): The Science of Customer Satisfaction: Strategies for Customer Value Creation, Union of Japanese Scientists and Engineers (in Japanese), ISBN: 978-4-8171-9541-8. [Link to published book] [Link to Amazon Japan]
Publications in refereed book chapters:
B.C. Herbas-Torrico, B. Frank, C.A. Arandia-Tavera, P.-M. Zurita-Lara (2022): “Sustainable Supply Chains in Bolivia: Between Informality and Political Instability”, in S.O. Idowu & René Schmidpeter (Eds.), Case Studies on Sustainability in the Food Industry: Dealing with a Rapidly Growing Population, Springer, pp. 81-100, ISBN 978-3-031-07741-8 (in English, DOI 10.1007/978-3-031-07742-5_3). [Download preprint] [Link to published chapter]
B. Herbas-Torrico, B. Frank, C. Arandia-Tavera (2021): “Corporate Social Responsibility in Bolivia: Context, Policy, and Reality”, in S.O. Idowu (Ed.), Current Global Practices of Corporate Social Responsibility, Springer, pp. 597-620, ISBN 978-3030683856 (in English, DOI 10.1007/978-3-030-68386-3_28). [Download published version] [Link to published chapter]
Selected publications in conference proceedings (future updates planned):
B. Frank, T. Enkawa (2008): “What Should We Do to Keep Our Customers?” Proceedings of the 38th Annual Main Conference of the Japanese Society for Quality Control, November 8, Tokyo, 45-48 (in English). [Download accepted version]
B. Frank, T. Enkawa (2008): “Improving Interpretations of Customer Satisfaction Survey Results”, Proceedings of the 6th ANQ Congress, October 28-31, Bangkok (in English). [Download accepted version]
B. Frank, T. Enkawa (2007): “How Economic Growth Affects Customer Satisfaction: A Study from Germany”, Proceedings of the 13th APMC Conference, November 18-20, Melbourne, 115-120 (in English). [Download accepted version]
B. Frank, T. Enkawa (2007): “The Impacts of Economic Long-term Expansion and Consumer Confidence on Perceived Value and Customer Satisfaction”, Proceedings of the 5th ICQR Conference, November 5-7, Chiang Mai, 20-25 (in English). [Download accepted version]
B. Frank, T. Enkawa (2007): “How Switching Costs Affect Consumer Attitudes: A Cross-Industrial Study from Germany”, Proceedings of the 5th ANQ Congress, October 17-18, Incheon, 124-134 (in English). [Download accepted version]
B. Frank (2007): “German Reunification: The Dynamism between Innovation and Institutional Systems”, 3rd Annual International SIMOT Symposium, February 27-28, Tokyo (in English). [Download abstract]