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Total quality management in information services (1995)
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Quality management and benchmarking in the information sector : results of recent research (1997)
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Aluri, R.: Improving reference service : the case for using a continuous quality improvement method (1993)
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Medawar, K.: Database quality : a literature review of the past and a plan for the future (1995)
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Rowley, J.: Managing quality in information services (1996)
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