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Psychologically Informed Planned Environments (PIPEs) provide a pathway facility for offenders with complex needs, such as personality disorder; to maintain and develop the progress made on offending behaviour programmes (Ministry of Justice and Department of Health, 2012). The purpose of this paper is to explore the experiences of prison officers who work on a PIPE in a Lifer prison.

Interpretative Phenomenological Analysis was used to explore the experiences of five prison officers working on a PIPE in a Lifer prison.

Main themes identified were labelled “Role Conflict”, “Growth”, “Relationships” and “Impact”. A rich and detailed account of the experience of the “voyage of discovery” and the personal challenges, costs and rewards of the PIPE work was achieved.

Limitations include the small number of participants, limited focus of the researchers, both Forensic Psychologists, and the uniqueness of the context, a Lifer prison. Limitations might be addressed by future research that could expand on the current findings. Implications for future research include further exploration of the psychological impact of the work, dynamics within the PIPE and the value of attachment theory in work with personality disordered offenders. Implications for future policy and practice concern training, support and the development of new PIPEs.

The research adds a rich account of what it is like for these prison officers to work on a PIPE in a Lifer prison. The experiences shared reveal the personal challenge, costs and rewards of the work through which ideas to develop the staff, residents and the PIPE model emerged.

Communications regarding this column should be addressed to Mrs. Cheney, Peabody Library School, Nashville, Tenn. 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 character of Miss Moneypenny, whilst minor, is a staple in the cinematic universe of the James Bond film franchise, and she has been portrayed by various actresses throughout the years. Her character forms an indispensable part of the MI6 office. However, Miss Moneypenny remains sexually unattainable and the one woman that James Bond has not managed to bed: ‘The muffled eroticism of Moneypenny and Bond has survived for over [fifty] years, forming the longest unconsummated screen relationship’ (Brabazon, 1999). Fans of the James Bond film franchise, however, may feel differently about the relationship between 007 and Miss Moneypenny, hoping for a romantic conclusion to the banter and flirting that has continued throughout the film franchise. This chapter will analyse comments made on two fan-made YouTube videos that are supercuts of all the scenes between James Bond and Miss Moneypenny, in order to understand fans’ opinions of the relationship between the two characters. This chapter will make use of fan studies and participatory culture in order to understand the manner in which fans perceive the relationship between James Bond and Miss Moneypenny, and how these two characters will always be in the ‘friend-zone’.

The purpose of this paper is to examine how customers with different relational bonds respond to the same service failure. In particular, the framework to service failure and recovery devised by Fournier and Mick is applied.

To uncover rich emotional and cognitive responses to service failure, in‐depth interviews with eight former and current patrons of an Australian opera were used.

Three types of relationship were identified: satisfaction‐as‐love (SaL), satisfaction‐as‐trust (SaT) and satisfaction‐as‐control (SaC). Each responded to the same failure in different ways. SaL customers had emotional bonds with the product category and thus reaffiremed their loyalty following the failure. SaT customers saw the service failure and inadequate recovery as a breach of the brand's implied promise and thus excited the relationship. SaC customers took charge of the situation, using their status to improve their situation and then defended the brand.

The findings indicate the importance of customizing service recovery strategies, in this case to those customers with the strongest emotional bonds to the brand, not the product class.

This is the first paper to examine how relational customers respond to service failure and identify how different customer‐brand relationships result in different post‐failure reactions and expectations of service recovery.

Through an account of the layout, operations, and four main product lines of a small Chicago bookstore between 1938 and 1947, the purpose of this paper is to show how a neighborhood retail establishment reacted to the sweeping events of the Great Depression and World War II.

The research is based upon multiple primary data sources including store financial records, family photographs, representative artifacts and ephemera, oral history interviews, and period retailing literature.

Located in an area of Chicago heavily populated by Polish and Jewish immigrants and their children, General Book Store was a traditional mom and pop operation. The mix of its product lines – books and magazines, model kits, greeting cards, and camera supplies and photo‐finishing – evolved over time while always connecting customers to the national experience. The store afforded its owners a modest, but upwardly mobile middle‐class life style.

Although much has been written on large‐scale retailing, marketing historians have conducted very little research on small‐scale retailing in the USA. This study documents the intermingling of a business and a household economy and how the management of merchandise assortments and maintenance of customer relationships depended upon both owner interests and the opportunities and constraints presented by environmental forces.

In many storybooks in the Philippines, the presence of a sibling is a commonplace in writing the child protagonist's world. More specifically, the kuya, which is the Filipino term for older brother, is a male character that can influence the child protagonists. In this chapter, my goal is to analyse the positionalities of the kuya as male characters in four storybooks from the Philippines that feature the bond between a younger child and the older brother/s. These storybooks are Salo-Salo Para Kay Kuya (A Feast for Big Brother), Sandosenang Kuya (A Dozen Big Brothers), Ang Kuya Kong Zombie (My Big Brother Zombie) and Ang Misteryo ng Patong-Patong na Damit ni Hulyan (The Mystery Behind Hulyan's Layered Clothes).

Through this chapter, I aim to theorise the roles that male characters play vis-à-vis their relationships with their younger siblings. The male characters' narrative journeys, character developments and roles in the context of the story are analysed through what Michael White calls ‘subordinate storylines’, which is character information that cannot be accessed by mere conversation among children. Thus, in the chapter, I investigate the values; intensions; knowledge and skills; and social, relational and cultural genesis of the male characters vis-à-vis the narratives and their interplay with the child protagonists in the story.