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Radford, M.L.: Communication theory applied to the reference encounter : an analysis of critical incidents (1996)
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Nawe, J.: How significant is nonverbal communication in the reference interview? : An overview (1989)
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Mills, J.; Lodge, D.: Affect, emotional intelligence and librarian-user interaction (2006)
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Anderson, S.P.: Communications conflict at the law library reference desk : a survey of general library science and communications literature (1998)
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Park, J.-r.; Li, G.; Burger, A.: Opening and closing rituals of the virtual reference service of the Internet Public Library (2010)
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