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Sjolander, E.; Sjolander, R.: ¬A strategic analysis of the delivery of service in two library reference departments (1995)
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Bunge, C.A.: Evaluating reference services and reference personnel : questions and answers from the literature (1994)
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Whyte, G.; Bytheway, A.; Edwards, C.: Understanding user perceptions of information systems success (1997)
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Martin, L.M.: Evaluating OPACs or, OPACs are reference tools, too! (1992)
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Murfin, M.E.: Evaluation of reference service by user report of success (1995)
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