[journal]
이유
/ 2002
/ 불량고객의 유형과 전략적 관리
/ 경영논집
36(4)
: 115~139
[thesis]
이승헌
/ 2005
/ 레스토랑의 서비스 불공정이 고객불량행동의도와 부정적 구전에 미치는 영향
/ 박사
/ 세종대학교
[thesis]
이환의
/ 2008
/ 고객불량행동이 호텔종사원의 부정적감정과 친사회적행동의도에 미치는 영향 - 자기감시성과 내외통제성의 조절효과 중심으로
/ 박사
/ 경기대학교
[journal]
Bitner, Mary J.
/ 1992
/ Servicescapes: The Impact of Physical Surroundings on Customers and Employees
/ Journal of Marketing
56(2)
: 57~71
[journal]
Bitner, Mary J.
/ 1994
/ Critical Service Encounters: The Employee's Viewpoint
/ Journal of Marketing
58
: 95~106
[journal]
Blessinger, K. D.
/ 2002
/ Problem Patrons: All Shapes and Sizes
/ The Reference Librarian
36(75-76)
: 3~10
[journal]
Boyd, Carol.
/ 2002
/ Customer Violence and Employee Health and Safety, Work
/ Employment and Society
16(1)
: 151~169
[journal]
Bullard, S. W.
/ 2002
/ Gypsies, Tramps and Rage: Coping with Difficult Patrons
/ The Reference Librarian
36(75-76)
: 245~252
[journal]
Chattoo, C. D.
/ 2002
/ The Problem Patron: Is There One in Your Library?
/ The Reference Librarian
/
36(75-76)
: 11~22
[journal]
Chelton, M. K.
/ 2002
/ The 'Problem Patron.' Public Libraries Created
/ The Reference Librarian
36(75-76)
: 23~32
[journal]
Currie, C. L.
/ 2002
/ Difficult Library Patrons in Academe: Its' All in the Eye of the Beholder
/ The Reference Librarian
36(75-76)
: 45~54
[journal]
Curry, A.
/ 1996
/ Managing the Problem Patron
/ Public Libraries
35(3)
: 181~188
[journal]
Fullerton, Ronald A.
/ 2004
/ Repercussions of Promoting an Ideology of Consumption: Consumer Misbehavior
/ Journal of Business Research
/
57(11)
: 1239~1249
[journal]
Fullerton, Ronald A.
/ 1993
/ Choosing to Misbehavior : A Structural Model of Aberrant Consumer Behavior
/ Advances in Consumer Research
20
: 570~574
[journal]
Fullerton, Ronald A.
/ 1997
/ Can Consumer Misbehavior be Controlled? A Critical Analysis of Two Major Contro Techniques
/ Advances in Consumer Research
24(1)
: 340~343
[journal]
Gudsen, N.
/ 2001
/ Legal Liabilities in the Handling of Problem Patrons
/ LIBRARY AND ARCHIVAL SECURITY
17(1)
: 17~32
[journal]
Hecker, T. E.
/ 1996
/ Patrons with Disabilities or Problem Patrons: Which Model Should Librarians Apply to People with Mental Illness?
/ The Reference Librarian
53
: 5~12
[book]
Horchschild, A. R.
/ 1983
/ The Managed Heart: Commercialization of Human Feeling
/ Berkely: University of California Press
[journal]
Huefner, J. C.
/ 2000
/ Consumer Relation as a Response to Dissatisfaction
/ Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior
: 1361~1382
[journal]
Kowalski, Robin M.
/ 1996
/ Complaints and Complaning: Functions, Antecedents and Consequences
/ Psychological Bulletin
119(2)
: 179~196
[book]
Lovelack, C. H.
/ 1994
/ Product plus: How Product + Service = Competitive Advantage
/ McGraw-Hill
[journal]
McGuigan, G. S.
/ 2002
/ The Common Sense of Customer Service: Employing Advice from the Trade and Popular Literature of Business to Interactions with Irate Patron in Libraries
/ The reference librarian
36(75-76)
: 197~204
[book]
Mehrabian, A.
/ 1974
/ An approach to Environmental Psychology
/ MIT press
[journal]
Mills, V.
/ 1979
/ Deviant Customer Behavior: A Different View
/ Advances in Consumer Research
6
: 347~352
[journal]
Milnor, S. M.
/ 1994
/ Harassment by Patrons: Why Administrators Flinch
/ American Libraries
5
: 316~
[journal]
Osa, J. O.
/ 2002
/ The Difficult Patron Situation: Competency-Based Training to Empower Frontline Staff
/ The Reference Librarian
36(75-76)
: 263~276
[journal]
Quinn, Brian
/ 2002
/ How Psychotherapists Handle Difficult Clients : Lessons for Librarians
/ The Reference Librarian
36(75-76)
: 181~196
[journal]
Redfern, B.
/ 2002
/ The Difficult Library Patron: A Selective Survey of the Current Literature
/ The Reference Librarian
36(75-76)
: 105~114
[journal]
Rose, Randall L.
/ 1999
/ From Rudeness to Road Rage: The Antecedents and Consequences of Consumer Aggression
/ Advances in Consumer Research
26(1)
: 12~17
[book]
Rubin, R. J.
/ 2000
/ Defusing the Angry Patron: A How-To-It Manual for Librarian and Paraprofessionals
/ NEAL-SCHUMAN PUBLISHERS, INC
[book]
Sable, Martin Howard
/ 1988
/ Problem Patron in Public and University Libraries. in: Encyclopedia of Library and Information Science 43
/ Marcel-Dekker
[journal]
Sarkodie-Mensah, Kwasi
/ 'The Difficult Patron Situation: A Window of Opportunity to Improve Library Service.'
/ Catholic Library World
72(7)
: 159~167
[book]
Shuman, B. A.
/ 1984
/ River Bend Revisited: The Problem Patron in the Library
/ Oryx
[journal]
Shuman, B. A.
/ 1989
/ Problem Patrons in Libraries : A Review Article
/ Library and Archival Security
9(2)
: 3~19
[journal]
Simmonds, P. L.
/ 2002
/ The Difficult Patron in the Academic Library: Problem Issues or Problem Patrons?
/ The Reference Librarian
36(75-76)
: 55~66
[journal]
Singh, J.
/ 1990
/ Voice, Exit, and Negative Word-of- Mouth Behaviors; An Investigation Across Three Service Categories
/ Journal of the Academy of Marketing Science
18(1)
: 1~15
[journal]
Toot, L.
/ 2002
/ Zen and the Art of Dealing with the Difficult Patron
/ The Reference Librarian
36(75-76)
: 217~234
[journal]
Totka, V. A.
/ 1993
/ Preventing Patron Theft in the Archives: Legal Perspectives and Problems
/ The American Archivist
56(4)
: 664~
[journal]
Ursin, L. A.
/ 2003
/ Helping the Difficult Library Patron: New Approaches to Examining and Resolving a Long-Standing and Ongoing Problem
/ Journal of Academic Librarianship
29(2)
: 123~
[journal]
Vosloo, J.
/ 2003
/ PRACTICAL Difficult patrons
/ CAPE LIBRARIAN
47(4)
: 26~27
[book]
Wills, M. R.
/ 1999
/ Dealing with Difficult People in the Library
/ American Library Association