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
"Bhote, Keki R.",Beyond customer satisfaction to customer loyalty : the key to greater profitability,,AMA Membership Publications Division American Management Association,1996,AMA management briefing,,0814423620,,https://cir.nii.ac.jp/crid/1130000795995376128