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
"Zeithaml, Valarie A. and Berry, Leonard L. and Parasuraman, A.",The nature and determinants of customer expectations of service,,Marketing Science Institute,1991,Report,,,,https://cir.nii.ac.jp/crid/1130282270015343488