도서관 이용자 불량행동에 관한 고찰

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참고문헌 (43)

1. 이유, "불량고객의 유형과 전략적 관리", 경영논집, 36(4), pp.115~139 (2002)
2. 이유재, "서비스 공정성이 고객불량행동에 미치는 영향에 관한 연구부정적 감정과 고객몰입의 매개효과", 마케팅연구, 19(4), pp.185~210 (2004), 한국마케팅학회
3. 이승헌, "레스토랑의 서비스 불공정이 고객불량행동의도와 부정적 구전에 미치는 영향", 박사, pp.2005
4. 이환의, "고객불량행동이 호텔종사원의 부정적감정과 친사회적행동의도에 미치는 영향 - 자기감시성과 내외통제성의 조절효과 중심으로", 박사, pp.2008
5. 차미경, "공공도서관에서의 지역사회 기반 봉사 확대를 위한 연구", 한국비블리아학회지, 13(1), pp.~22 (2002), 한국비블리아학회
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32. Rubin, R. J., "Defusing the Angry Patron: A How-To-It Manual for Librarian and Paraprofessionals" (2000), NEAL-SCHUMAN PUBLISHERS, INC
33. Sable, Martin Howard, "Problem Patron in Public and University Libraries. in: Encyclopedia of Library and Information Science 43" (1988), Marcel-Dekker
34. Sarkodie-Mensah, Kwasi, "'The Difficult Patron Situation: A Window of Opportunity to Improve Library Service.'", Catholic Library World, 72(7), pp.159~167
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40. Totka, V. A., "Preventing Patron Theft in the Archives: Legal Perspectives and Problems", The American Archivist, 56(4), pp.664~ (1993)
41. Ursin, L. A., "Helping the Difficult Library Patron: New Approaches to Examining and Resolving a Long-Standing and Ongoing Problem", Journal of Academic Librarianship, 29(2), pp.123~ (2003)
42. Vosloo, J., "PRACTICAL Difficult patrons", CAPE LIBRARIAN, 47(4), pp.26~27 (2003)
43. Wills, M. R., "Dealing with Difficult People in the Library" (1999), American Library Association

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