Understanding Reference Transactions: Transforming an Art Into a Science Book

	List of Tables and Figures
	Preface and Acknowledgements
	Introduction
1	The Multilevel Nature of Reference Service	1
2	Defining and Modeling Reference Service	18
3	Evaluating and Measuring Reference Service	33
4	Multilevel Modeling and Reference Service Evaluation	54
5	Data Analysis and Findings	74
6	Conclusions and Implications	95
7	Systems Analysis of the Reference Process	102
App. A	Instruments	117
App. B	Descriptive Statistics	127
App. C	Correlation Matrices	128
App. D	Dependent and Independent Variables Used in the Study of Reference Service	130
	Bibliography	191
	Index	195