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Singh, S.: Ranganathan and reference services (1992)
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Berinstein, P.: Communicating with library users : a self-study program (1994)
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Hogan, D.R.: Cooperative reference service and the referred reference question : an annotated bibliography (1995)
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Wang, Y.; Shah, C.: Investigating failures in information seeking episodes (2017)
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Thorne, R.; Whitlatch, J.B.: Patron online catalog success (1994)
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