1. The Accuracy of Reference Service: Variables for Research and Implementation;Crews;Library & Information Science Research,1988
2. Unobtrusive Studies and the Quality of Academic Library Reference Services;Whitlatch;College & Research Libraries,1989
3. Quality Is Not Necessarily Quality: A Challenge to Librarians to Develop Meaningful Standards of Performance for Library Reference Services;Hansel;North Carolina Libraries,1990
4. Improving Reference Service: The Case for Using a Continuous Quality Improvement Method;Aluri;RQ,1994
5. Shaking the Conceptual Foundations of Reference: A Perspective;Campbell;Reference Services Review,1992