@article{ref1,
title="Relative severity of air line passenger complaints",
journal="Journal of applied psychology",
year="1951",
author="Banks, S.",
volume="35",
number="4",
pages="260-264",
abstract="<p>[Abstract unavailable]</p><p>Language: en</p>",
language="en",
issn="0021-9010",
doi="",
url="http://dx.doi.org/"
}