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The Reference Librarian Volume 36, 2002 - Issue 75-76
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THE NATURE OF THE PROBLEM: EFINITIONS, SCOPE AND EXTENT, HISTORICAL PERSPECTIVES, AND DIVERSE CLIENTELE

The Difficult Patron in the Academic Library

Problem Issues or Problem Patrons?

Patience L. Simmonds Penn State Erie, The Behrend College Library, Station Road, Erie, PA, 16563, USA
&
Jane L. Ingold Penn State Erie, The Behrend College Library, Station Road, Erie, PA, 16563, USA
Pages 55-66 | Published online: 22 Oct 2008

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Laura Saunders. (2013) Learning from Our Mistakes: Reflections on Customer Service and How to Improve It at the Reference Desk. College & Undergraduate Libraries 20:2, pages 144-155.
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Sherianne Shuler & Nathan Morgan. (2013) Emotional Labor in the Academic Library: When Being Friendly Feels Like Work. The Reference Librarian 54:2, pages 118-133.
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Articles from other publishers (3)

Danielle Allard, Tami Oliphant & Angela Lieu. (2023) “Finding a Way To Say ‘No’”: Library Employees' Responses to Sexual Harassment as Emotional Labour. Proceedings of the Association for Information Science and Technology 60:1, pages 31-40.
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Eftichia Vraimaki, Maria Koloniari, Konstantinos Kyprianos & Alexandros Koulouris. (2019) Employee reactions to user incivility in academic libraries. The Journal of Academic Librarianship 45:5, pages 102043.
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Miriam L. Matteson & Shelly S. Miller. (2013) A study of emotional labor in librarianship. Library & Information Science Research 35:1, pages 54-62.
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