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Whitlatch, J.B.: Reference services : research methodologies for assessment and accountability (1992)
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Janes, J.; Hill, C.; Rolfe, A.: Ask-an-expert services analysis (2001)
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Huang, M.-H.: ¬The evaluation of information retrieval systems (1997)
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Assessment and accountability in reference work (1992)
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Stalker, J.C.; Murfin, M.E.: Quality reference service : a preliminray case study (1996)
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