| 期刊論文| 1. | Chattoo, C. D.(2002)。The problem patron: Is there one in your library?。The Reference Librarian，36(75/76)，11-22。   | | 2. | Ashforth, Blake E.、Humphrey, Ronald H.(1993)。Emotional labor in service roles: The influence of identify。Academy of Management Review，18(1)，88-115。 | | 3. | Hsieh, C.-W.、Jin, M. H.、Guy, M. E.(2012)。Consequences of Work-Related Emotions Analysis of a Cross-Section of Public Service Workers。The American Review of Public Administration，42(1)，39-53。 | | 4. | Grandey, Alicia A.(2000)。Emotional Regulation in the Workplace: A New Way to Conceptualize Emotional Labor。Journal of Occupational Health Psychology，5(1)，95-110。 | | 5. | 吳宗祐、鄭伯壎(20061000)。難應付客戶頻次、知覺服務訓練效用兩者及情緒勞動與情緒耗竭之關係--「資源保存理論」的觀點。管理學報，23(5)，581-599。 延伸查詢 | | 6. | Bailey, J. J.、McCollough, M. A.(2000)。Emotional labor and the difficult customer: Coping strategies of service agents and organizational consequences。Journal of Professional Services Marketing，20(2)，51-72。 | | 7. | Grandey, A. A.、Foo, S. C.、Groth, M.、Goodwin, R. E.(2012)。Free to be you and me: A climate of authenticity alleviates burnout from emotional labor。Journal of Occupational Health Psychology，17(1)，1-14。 | | 8. | Morris, J. Andrew、Feldman, Daniel C.(1996)。The dimensions, antecedents, and consequences of emotional labor。Academy of Management Review，21(4)，986-1010。 | | 9. | Lam, W.、Chen, Z.(2012)。When I put on my service mask: Determinants and outcomes of emotional labor among hotel service providers according to affective event theory。International Journal of Hospitality Management，31(1)，3-11。 | | 10. | 陳書梅(20091200)。刁難讀者類型之質化研究--以大學圖書館為例。圖書資訊學研究，4(1)，99-132。 延伸查詢 | | 11. | Chen, C.-F.、Kau, Y.-L.(2012)。Investigating the antecedents and consequences of burnout and isolation among flight attendants。Tourism Management，33(4)，868-874。 | | 12. | Julien, H.、Genuis, S. K.(2009)。Emotional labour in librarians' instructional work。Journal of Documentation，65(6)，926-937。 | | 13. | Matteson M. L.、Miller S. S.(2012)。Emotional labor in librarianship: A research agenda。Library and Information Science Research，34(3)，176-183。 | | 14. | Nixon, A. E.、Yang, L.-Q.、Spector, P. E.、Zhang, X.(2011)。Emotional labor in China: Do perceived organizational support and gender moderate the process?。Stress and Health，27，289-305。 | | 15. | Quinn, B.(2002)。How psychotherapists handle difficult clients: Lessons for librarians。The Reference Librarian，36(75/76)，181-196。 | | 16. | Toot, L.(2002)。Zen and the art of dealing with difficult patron。The Reference Librarian，36(75/76)，217-233。 | 圖書| 1. | Caplan, Robert D.(1981)。Job Demand and Worker Health: Main Effect and Occupational Difference。Ann Arbor, M.I.：Institute for Employment Research。 | | 2. | Hochschild, Arlie Russell(1983)。The Managed Heart: Commercialization of Human Feeling。University of California Press。 | | 3. | Strauss, Anselm L.、Corbin, Juliet、徐宗國(1997)。質性研究概論。巨流圖書股份有限公司。 延伸查詢 | | 4. | Rubin, R. J.(2010)。Defusing the angry patron: A how-to-do-it manual for librarians。New York：Neal-Schuman。 | 其他| 1. | Arbuckle, K.(2008)。Emotional and knowledge: Partners in library service?。 | | 2. | Oxman, M.(2006)。The how to easily handle difficult people handbook。 | | 3. | Shuman, B. A.(1989)。Problem patrons in libraries: A review article。 | | 4. | 布蘭姆森（Bramson, R. M.）(2002)。如何搞定恐龍與犀牛（Coping with difficult people）。 延伸查詢 | | 5. | 陳書梅(2004)。刁難讀者服務探討。 延伸查詢 | | 6. | Arndt, D. A., Jr.(2001)。Problem patrons and library security。 | | 7. | Blessinger, K. D.(2002)。The nature of the problem: Definitions, scope and extent, historical perspectives, and diverse clientele。 | | 8. | Borin, J.(2002)。E-problems, e-solutions: Electronic reference and the problem patron in the academic library。 | | 9. | Bullard, S. W.(2002)。Gypsies, tramps and rage: Coping with difficult patrons。 | | 10. | Currie, C. L.(2002)。Difficult library patrons in academe: It's all in the eye of the beholder。 | | 11. | Czepiel, J. A., Soloman, M. R., & Surpreant, C. F. (Eds)(1985)。The service encounter: Managing employee/customer interaction in service business。 | | 12. | Dasu, S., & Chase, R. B.(2010)。Designing the soft side of customer service。 | | 13. | Hopp, H., Rohrmann, S., & Hodapp, V.(2012)。Suppression of negative and expression of positive emotions: Divergent effects of emotional display rules in a hostile service interaction。 | | 14. | McGuigan, G. S.(2002)。The common sense of customer service: Employing advice from the trade and popular literature of business to interactions with irate patrons in libraries。 | | 15. | McNeil, B., & Johnson, D. J.(1996)。Patron behavior in libraries: A handbook of positive approaches to negative situations。 | | 16. | Mesmer-Magnus, J. R., DeChurch, L. A., & Wax, A.(2011)。Moving emotional labor beyond surface and deep acting: A discordancecongruence perspective。 | | 17. | Naring, G., Vlerick, P., & Van de Ven, B.(2012)。Emotion work and emotional exhaustion in teachers: The job and individual perspective。 | | 18. | Osa, J. O.(2002)。The difficult patron situation: Competency-based training to empower frontline staff。 | | 19. | Reynolds, K. L., & Harris, L. C.(2006)。Deviant customer behavior: An exploration of frontline employee tactics。 | | 20. | Simmonds, P. L., & Ingold, J. L.(2002)。The difficult patron in the academic library: Problem issue or problem patrons?。 | |