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The purpose of this paper is to investigate the role of consumers’ expectations and their antecedents on beliefs, attitude and behavioral intentions when they respond to new corporate social responsibility (CSR) information about a service firm.

Empirically, the authors measure prior beliefs, and then calibrate how those beliefs change in response to a piece of news. The authors develop a conceptual model articulating the nature and antecedents of three types of expectations: would, could and should. The authors use structural equation modeling to test how these expectations influence the consumer evaluation process.

The results show that the effect of could expectations on the evaluation process is felt via their influence on would expectations; that is, would expectations fully mediate the relationship between could expectations and attitude toward news. Similarly, attitude toward news fully mediates the relationship between would and should expectations and updated beliefs about the firm.

In the selected service industry, the findings show that expectations are mediated by the new information that consumers receive when they are updating their prior beliefs. The authors demonstrate the ability to understand the antecedents of expectations, which provides a vehicle by which the organization can influence the consumer evaluation process.

In practice, managers can identify the antecedents of consumer expectations and thus influence the reference points against which those consumers will evaluate news about their product.

CSR has important implications for multiple stakeholders and the authors calibrate the determinants of how news about the organization’s performance on it may affect consumer decision processes.

The paper introduces “could” expectations into the services literature, examines the antecedents of the different types of expectations, and studies how their effect is felt through the evaluation process.

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

EVERYONE interested in the British library movement will learn with sorrow and regret that one of its greatest friends and strongest champions has passed away, in the person of Thomas Greenwood, the kind‐hearted and generous advocate of libraries, who won the respect and regard of every English libiarian. From one of his own periodicals the following particulars are abstracted:—

The purpose of this paper is to critically reflect upon the use of the term accountability in the twenty‐first century and its role in “remaking the world in favour of the most powerful” using the theories of Pierre Bourdieu and Jacques Lacan.

The paper examines the notion of accountability by analyzing a case study of the hostile takeover of Manchester United Football Club by the Glazer family. The field of football presents an interesting arena in which to study accountability because of its extremely interested and active fans who search for information on every aspect of their clubs. Lacanian theory is drawn upon to add to understanding of the psychopathology which the demands for accountability and transparency place on individuals. Bourdieu's work on illusio is drawn upon to understand the motivations of the field of football.

The paper finds that calls to “hold the most powerful to account” in practice lack political force. Thus the case study demonstrates the common (mis)recognition of the term of accountability. The ability to correct the abuses of the most powerful requires power.

The conflation of Bourdieu and Lacan adds to understanding of accountability as an empty cipher with performative power.

BOURNEMOUTH lies in one of the most beautiful parts of South‐west England; and all the world knows how this region has been immortalised by Thomas Hardy, who by his romances and poems has introduced to the public of England and America the ancient land of Wessex.

This issue is a selected bibliography covering the subject of leadership.

It has often been said that a great part of the strength of Aslib lies in the fact that it brings together those whose experience has been gained in many widely differing fields but who have a common interest in the means by which information may be collected and disseminated to the greatest advantage. Lists of its members have, therefore, a more than ordinary value since they present, in miniature, a cross‐section of institutions and individuals who share this special interest.

The big changes over recent years and their rapid development in Food Retailing have resulted in different shopping practices, for the institution, the hotel, restaurant and the home. Different cuisines have developed, foods purchased, both in cooking practices and eating habits, especially in the home. Gone are the old fashioned home economics, taking with them out of the diet much that was enjoyed and from which the families benefitted in health and stomach satisfaction. In very recent times, the changes have become bigger, developments more rapid, and the progress continues. Bigger and bigger stores, highly departmentalised, mechanical aids of every description, all under one roof, “complex” is an appropriate term for it; large open spaces for the housewife with a car. The development is in fact aimed at the bulk buyer — rapid turnover — the small household needs, not entirely neglected, but not specially catered for. Daily cash takings are collosal. This is what the small owner‐occupied general store, with its many domestic advantages, has come to fall in the late twentieth century.