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
"Johnson, Michael D. (Michael David) and Gustafsson, Anders","Improving customer satisfaction, loyalty, and profit : an integrated measurement and management system",,Jossey-Bass,2000,University of Michigan Business School management series,,0787953105,,https://cir.nii.ac.jp/crid/1130282271110516480