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• Proulx, G.; Pineau, J.
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  Differences in the Evacuation Behavior of Office and Apartment Building Occupants.
  National Research Council of Canada, Ottawa, Ontario
  Fire Safety Seminar, 1996. Fire Protection Services HRDC and Fiprecan. Proceedings. 1996, Ontario, Canada, 825-829 p., 1996

• Mack, B. J., Jr.
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  Customer Service: Narrowing the Gap Between Customer and Provider.
  Philadelphia Fire Dept., PA
  Fire Engineering, Vol. 151, No. 9, 138-142, September 1998