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After great Wars, the years that follow are always times of disquiet and uncertainty; the country is shabby and exhausted, but beneath it, there is hope, expectancy, nay! certainty, that better times are coming. Perhaps the golden promise of the fifties and sixties failed to mature, but we entered the seventies with most people confident that the country would turn the corner; it did but unfortunately not the right one! Not inappropriate they have been dubbed the “striking seventies”. The process was not one of recovery but of slow, relentless deterioration. One way of knowing how your country is going is to visit others. At first, prices were cheaper that at home; the £ went farther and was readily acceptabble, but year by year, it seemed that prices were rising, but it was in truth the £ falling in value; no longer so easily changed. Most thinking Continentals had only a sneer for “decadent England”. Kinsmen from overseas wanted to think well of us but simply could not understand what was happening.

To underestimate service quality is like saying goodbye to some of your hard‐earned profits. Even after revamping and upgrading products, many organizations continue to experience decline because they forget that people want to feel good. The feel‐good factor is espoused by politicians throughout the world to nurture votes. The fact that people want to feel good is often overlooked and ignores Maslow’s hierarchy of needs. How many times have you bought a product only to find there is a fault and the product needs replacing? This is normally something which is very irritating, but not ulcer‐inducing enough to get worked up about until, that is, the customer service department treats you as though it is your fault.

Distributions of index terms have been used in modelling information retrieval systems and databases. Most previous models used some form of the Zipf distribution. This work uses a probability model of the occurrence of index terms to derive discrete distributions which are mixtures of Poisson and negative binomial distributions. These distributions, the generalised inverse Gaussian‐Poisson and the Generalised Waring give better fits than the simpler Zipf distribution, particularly in the tails of the distribution where the high frequency terms are found. They have the advantage of being more explanatory and can incorporate a time parameter if necessary.

Aarhus Kommunes Biblioteker (Teknisk Bibliotek), Ingerslevs Plads 7, Aarhus, Denmark. Representative: V. NEDERGAARD PEDERSEN (Librarian).

Purpose – This chapter uses the work of Oxford economist Paul Collier to explore the conditions under which financing systems can be created to support the governance and economies of fragile states. This support is especially needed in the immediacy of a crisis or as a practical strategy to potentially change the dynamics of a particularly vulnerable state. The focus is on his 2008 proposal for Haiti, for a partnership of domestic and international financial institutions. Central to the proposal is the establishment of an Independent Service Authority (ISA) to fund and implement government policy, especially in delivery of basic services. Representatives from aid donors, Haitian expatriates or diaspora and members of the government would sit on the ISA board, sharing responsibility for effectively administering public funds. This model was proposed to the United Nations in late 2008 to stabilise and transform the government and economy of Haiti (Collier, 2008, 2009b).

Methodology – The chapter explores the issues raised in the model using a case study of the Regional Assistance Mission in the Solomon Islands (RAMSI).

Findings – “The work concludes that the RAMSI process worked well to stabilise financial systems and survived significant political challenge due to a framework of local agreements, regional or international resolutions, treaties, statutes and contracts. This suggests that such a framework will help to ‘buttress’ any mixed local–international financial institutions in the event of domestic political or legal contest in Haiti (or wherever else this model is considered).

Limitations – The chapter does not compare Haiti and the Solomon Islands as societies or economies, or go into the details of how the proposed financial institutions would operate and transition to other arrangements. Space also prevents consideration of the other international partnership models applied in Haiti from 2006–08 (e.g. the Haiti Economic Governance Reform Operation or EGRO; see the case study on Haiti by Bradford and Scott (forthcoming), 76–84). After the earthquake in January 2010, Collier re-visited Haiti and stressed the importance of longer-term economic transformation (a Haiti Marshall plan) as well as emergency relief.**Collier, P., & Warnholz, J.-L. (2010a). Haiti earthquake: Social and economic fabric must be rebuilt too. The Guardian, Sunday, 17 January. Available at http://www.guardian.co.uk/world/2010/jan/17/haitiearthquake-social-fabric-rebuilt; Collier, P., & Warnholz, J.-L. (2010b). We need a Marshall plan for Haiti. Globe and Mail, 13 January. Available at http://www.theglobeandmail.com/news/opinions/we-need-amarshall-plan-for-haiti/article1430309/ A key element of the international community's assistance will be finding mechanisms to handle finances. However the details of the new proposals are yet to be made public, hence this chapter focuses solely on Collier's 2008 proposals.

That someone can make you feel good is a quality in itself. There has been much talk within British government circles, for example, about “the feel‐good factor”, which is constantly reminding us that it is just around the corner! Whether or not we can believe in this is another matter, but it certainly displays an awareness that making other people feel good can have positive benefits for you also. How this can be achieved will differ depending on your particular line of business. Having a good quality product does not in itself guarantee success as service quality must also be taken into account. This is where the feel‐good factor comes into play. It is all very well, for example, going to a restaurant to have a top‐class meal (in that the food was good), only to have it thrown at you. Quality, therefore, must not be seen as a separate entity, but more as a package deal.

The purpose of this study is to understand how narratives are generated in stores.

The study design is based on ethnographies documented in 10 sports stores in the Paris region. The ethnographic method enables a precise and in situ observation of how narratives are structured. Narrative structures develop from the accommodation of the narratives specific to retailers and narratives specific to the customer.

The findings of this study identified four main narratives in retail spaces (the serial, the tale, the epic, the legend), each of which is distinguished by the commercial/non-commercial orientation of the narratives and by a superficial/in-depth modification of the narratives produced outside the store. These four narratives are characterized by the vendors’ roles and by the distinct interactions between customers and retail stores.

The originality of this study is to propose a narrative framework for retail structures. It illustrates the fact that the narrative is not solely a product of experiential marketing, but that it may be found in any retail store. From a practical point of view, it highlights other less costly experiential narrative strategies.

From a practical point of view, it highlights other less costly experiential narrative strategies.

The original value of this study is to apply structural semiotics to analyse narratives in the store.

Communications regarding this column should be addressed to Mrs. Cheney, Peabody Library School, Nashville, Term. 37203. Mrs. Cheney does not sell the books listed here. They are available through normal trade sources. Mrs. Cheney, being a member of the editorial board of Pierian Press, will not review Pierian Press reference books in this column. Descriptions of Pierian Press reference books will be included elsewhere in this publication.

The word documentation, by which this journal describes its scope, is a partial synonym of bibliography, and the history of both words, through eighty years in one case and through four hundred in the other, reflects the development of highly significant ideas. This paper begins by discussing bibliography in the light of R. Blum's exhaustively learned treatise, and continues with an original exposition of documentation, which cannot claim to reach Blum's standard of thoroughness but does, it is hoped, set out correctly the important things.