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
"Butler, David L. (David Lawrence)",Bottom-line call center management : creating a culture of accountability and excellent customer service,,Elsevier Butterworth-Heinemann,2004,Improving human performance series,,9780750676847,,https://cir.nii.ac.jp/crid/1130282272903417728