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
"Rust, Roland T. and Zahorik, Anthony J. and Keiningham, Timothy L. and Marketing Science Institute",Return on quality (ROQ) : making service quality financially accountable : technical wooking paper,,Marketing Science Institute,1994,Report,,,,https://cir.nii.ac.jp/crid/1130000796385700480