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Lavin, M.R.: Improving the quality of business reference servcies (1995)
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Moore, B.J.: From reference class to reference desk : one year later (1998)
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Lavin, M.R.: Improving the quality of business reference service (1995)
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Mood, T.A.: Of sundials and digital watches : a further step toward the new paradigm of reference (1994)
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Park, J.-r.; Li, G.; Burger, A.: Opening and closing rituals of the virtual reference service of the Internet Public Library (2010)
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