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
"Rowley, Ian and Mostowfi, Ramin and Lees, Richard",Contact centers : strategies for success,,Datamonitor PLC,2002,Reuters business insight,,,,https://cir.nii.ac.jp/crid/1130000797596681344