| 期刊論文| 1. | Sandy, John H.(1997)。By Any Other Name, They’re Still Our Customers。American Libraries，28(7)，43-44。   | 圖書| 1. | Simpson, J.A.、Weiner, E. S. C.(1989)。The Oxford English Dictionary VI: A-Bazouki。Oxford：Oxford University Press。 | | 2. | Willis, Mark R.(1999)。Dealing with difficult people in the library。Chicago：American Library Association。 | | 3. | (1996)。Library Bill of Rights: The Policy。Intellectual Freedom Manual。Chicago。 | | 4. | Cuesta, Emerita M.(1996)。Problems with Patrons in the Academic Library。Patron Behavior in Libraries: A Handbook of Positive Approaches to Negative Situations。Chicago。 | | 5. | Hales-Mabry, Celia(1997)。Philosophies of Reference Service。Philosophies of Reference Service。NY。 | |