@article{weko_186941_1,
   author	 = "宮脇,一",
   title	 = "コールセンタのパラダイムシフト─品質重視への転換─",
   journal	 = "デジタルプラクティス",
   year 	 = "2018",
   volume	 = "9",
   number	 = "2",
   pages	 = "414--436",
   month	 = "apr"
}