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Lavin, M.R.: Improving the quality of business reference servcies (1995)
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Berger, C.: Reference service : a thing of the past? (1996)
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Berinstein, P.: Communicating with library users : a self-study program (1994)
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Lavin, M.R.: Improving the quality of business reference service (1995)
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Healey, P.D.: Chicken Little at the reference desk : the myth of librarian liability (1995)
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