References

• 2015Question-Negotiation and Information Seeking in Libraries723 cited
• 1989Reference Success: Does the 55 Percent Rule Tell the Whole Story?.94 cited
• 1985Improving Reference Performance: Results of a Statewide Survey.54 cited
• 1987Development and Testing of a Reference Transaction Assessment Instrument54 cited
• 1978Reference Interviews in Public Libraries38 cited
• 1989Unobtrusive Studies and the Quality of Academic Library Reference Services35 cited
• 1977The Performance of Professionals and Nonprofessionals in the Reference Interview23 cited
• 1976Immediacy: A Study of Communication Effect on the Reference Process.20 cited
• 1976Fleeting Encounters--A Role Analysis of Reference Librarian-Patron Interaction.16 cited
• 1976An Exploratory Study: A Kinesic Analysis of Academic Library Public Service Points.14 cited
• 1983The Reference Encounter Model.7 cited
• 1983Research in Library Reference/Information Service.5 cited
• 1976Videotape Self-Evaluation in Public Libraries: Experiments in Evaluating Public Service.1 cited

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