期刊論文| 1. | Louisa Toot(2002)。Zen and the Art of Dealing with Difficult Patron。The Reference Librarian，75/76，219。   |
| 2. | Simmonds, Patience L.、Ingold, Jane L.(2002)。The Difficult Patron in the Academic Library: Problem Issue or Problems Patron。The Reference Librarian，75/76，59。 |
| 3. | Messer, Stanley B.(1999)。Coping with the Angry Patient。M Journal of Psychotherapy Integration，9(2)，151-156。 |
| 4. | Quinn, Brian(2002)。How Psychotherapists Handle Difficult Clients: Lessons for Librarians。The Reference Librarian，75/76，184。 |
| 5. | 陳書梅(2003)。圖書館人本管理論析。書苑，55，34。 延伸查詢 |
| 6. | Medeiros, Mary E.、Prochaska, James O.(1988)。Coping Strategies that Psychotherapist Use in Working with Stressful Clients。Professional Psychology: Research and Practice，19(1)，112-114。 |
| 7. | Miller, Mark J.、Wells, Don(1990)。On being “Attractive” with Resistant Clients。Journal of Humanistic Education and Development，86-92。 |
| 8. | Chattoo, Calmer D.(2002)。The Problem Patron: Is There One in Your Library?。The Reference Librarian，75/76，11-22。 |
| 9. | Jackson, Rebecca。The Customer Is Always Right: What the Business World Can Teach Us About Problem Patrons?。The Reference Librarian，75/76，205-216。 |
| 10. | McGuigan, Glenn S.(2002)。The Common Sense of Customer Service: Employing Advice from the Irade and Popular Literature of Business to Interaction with Irate Patrons in Libraries。The Reference Librarian，75/76，197-204。 |
| 11. | Miller, Mark J.、Wells, Don(1990)。On being "Attractive" with Resistant Clients。Journal of Humanistic Education and Development，29，86-92。 |
| 12. | Quinn, Brian(2002)。How Psychotherapists Handle Difficult Clients: Lessons for Librarians。The Reference Librarian，75/76，181-196。 |
| 13. | Sarkodie-Mensah, Kwasi(2000)。The Difficult Patron Situation: A Window of Opportunity to Improve Library Service。Catholic Library World，70(3)，159-167。 |
| 14. | Simmonds, Patience L.、Ingold., Jane L.。The Difficult Patron in the Academic Library: Problem Issue or Problems Patron。The Reference Librarians，75/76，55-66。 |
| 15. | Smith, Nathan、Addams, Irene(1991)。Active Listening to Deal with Patron Problems。Public Librarians，30(4)，236-239。 |
圖書| 1. | 陳書梅(2003)。圖書館組織心理研究--館員的認知觀點。臺北：文華圖書館管理資訊。 延伸查詢 |
| 2. | Sarkodie, Kwasi(2000)。The Difficult Patron Situation: A Window of Opportunity to Improve Library Services。Catholic Library World。 |
| 3. | Davenport, Gloria M.(1999)。Working with Toxic Older Adults: A Guide to Coping with Difficult Elders。Springer。 |
| 4. | McNeil。Patron Behavior in Libraries: A Handbook of Positive Approaches to Negative Situations。Chicago：American Library Association。 |
| 5. | Rubin, Rhea Joyce。Defusing the Angry Patron: A How-to-do-it Manual for Librarians and Paraprofessional。New York：Neal-Schuman。 |
| 6. | Smith, Kitty(1994)。Serving the Difficult Customer: A How-to-do-it Manual for Library Staff。New York：Neal-Schuman。 |
| 7. | Turner, Anne M.(1993)。It Comes with the Territory: Handling Problem Situations in Libraries。Jefferson, NC：McFarland。 |
| 8. | Willis, Mark R.(1999)。Dealing with difficult people in the library。Chicago：American Library Association。 |