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Whitlatch, J.B.: Unobtrusive studies and the quality of academic library reference services (1989)
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- College and research libraries. 50(1989), S.181-194
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Whitlatch, J.B.: Customer service : implications for reference practice (1995)
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- Reference librarian. 1995, nos.49/50, S.5-24
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Whitlatch, J.B.: Reference services : research methodologies for assessment and accountability (1992)
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- Reference librarian. 1992, no.38, S.9-19