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
"Smith, Amy K. and Bolton, Ruth N. and Wagner, Janet and Marketing Science Institute",A model of customer satisfaction with service encounters involving failure and recovery,,Marketing Science Institute,1998,Report,,,,https://cir.nii.ac.jp/crid/1130282269339500544