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Applegate, R.: Models of user satisfaction : understanding false positives (1993)
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Harrow, J.: Information for business : three years on (1994)
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Lindroos, K.: Use quality and the World Wide Web (1997)
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McCleary, H.: Filtered information services : a revolutionary new product or a new marketing strategy (1994)
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Gambles, B.; McGuire, K.: Information direct : setting up a fee-based public library service in Birmingham Public Libraries (1990)
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