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
"Desatnick, Robert L. and Detzel, Denis H.",Managing to keep the customer : how to achieve and maintain superior customer service throughout the organization,Rev. ed,Jossey-Bass,1993,The Jossey-Bass management series,,1555424155,,https://cir.nii.ac.jp/crid/1130282272539809152