著者名,書名,版表示,出版者名,出版年,シリーズ名,番号,ISBN,ISSN,URL
"Heskett, James L. and Sasser, W. Earl and Schlesinger, Leonard A. and UNICAL International",Saving customers with service recovery,,Harvard Business School Press,1994,People service success,,,,https://cir.nii.ac.jp/crid/1130000795295351552