著者名,論文名,雑誌名,ISSN,出版者名,出版日付,巻,号,ページ,URL,URL(DOI)
Mary Jo Bitner and Amy R. Hubbert,Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice,Service Quality: New Directions in Theory and Practice,,"SAGE Publications, Inc.",1994,,,72-94,https://cir.nii.ac.jp/crid/1362544418623812224,https://doi.org/10.4135/9781452229102.n3