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J. Norman, S. J. Redfern, D. A. Tomalin and S. Oliver, “Developing Flanagan’s Critical Incident Technique to Elicit Indicators of High and Low Quality Nursing Care from Patients and Their Nurses,” Journal of Advanced Nursing, Vol. 17, No. 5, 1992, pp. 590-600.
http://dx.doi.org/10.1111/j.1365-2648.1992.tb02837.x

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