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Hu, P.J.-H.; Brown, S.A.; Thong, J.Y.L.; Chan, F.K.Y.; Tam, K.Y.: Determinants of service quality and continuance intention of online services : the case of eTax (2009)
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Venkateswarlu, T.: Philosophy and reference service in academic libraries : a model (1991)
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Stalker, J.C.; Murfin, M.E.: Quality reference service : a preliminray case study (1996)
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Salvesen, G.: Is the library able to find the answer? (2005)
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Soares-Silva, D.; Salati Marcondes de Moraes, G.H.; Cappellozza, A.; Morini, C.: Explaining library user loyalty through perceived service quality : what is wrong? (2020)
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