Why do librarians want to be animals? Will Mansley
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So you want to do virtual reference? Steve Coffman
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Fournies, Ferdinand
Why customers don't do what you want them to do: 24 solutions to overcoming common selling problems
McGraw-Hill, 2003
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Lytle, John T.
What do your customers really want? : here's a sure-fire way to find out / John F. Lytle
Golden Books Centre SDN.BHD, 1993
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