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An organization must provide total customer satisfaction, if it is to become a market leader. However, many organizations only provide lip service to this “blindingly obvious” philosophy. Emphasizes several ways an organization can avoid this hypocrisy and become truly customer oriented. The principal keys to success are strategy, people and culture. A customer‐driven strategy must be solution based, customized, distinctive and future oriented so that both the articulated and unarticulated needs of customers are satisfied now and in the future. This may mean being technology led as well as close to the customer, because customers often lack foresight (e.g. the Sony Walkman). Employees must be committed to customer satisfaction through inspirational leadership, empowerment in cross‐functional teams, and a customer‐focused corporate culture. People must instinctively try to satisfy customers, because they readily identify with their organization’s purpose.

In the last four years, since Volume I of this Bibliography first appeared, there has been an explosion of literature in all the main functional areas of business. This wealth of material poses problems for the researcher in management studies — and, of course, for the librarian: uncovering what has been written in any one area is not an easy task. This volume aims to help the librarian and the researcher overcome some of the immediate problems of identification of material. It is an annotated bibliography of management, drawing on the wide variety of literature produced by MCB University Press. Over the last four years, MCB University Press has produced an extensive range of books and serial publications covering most of the established and many of the developing areas of management. This volume, in conjunction with Volume I, provides a guide to all the material published so far.

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

The following classified, annotated list of titles is intended to provide reference librarians with a current checklist of new reference books, and is designed to supplement the RSR review column, “Recent Reference Books,” by Frances Neel Cheney. “Reference Books in Print” includes all additional books received prior to the inclusion deadline established for this issue. Appearance in this column does not preclude a later review in RSR. Publishers are urged to send a copy of all new reference books directly to RSR as soon as published, for immediate listing in “Reference Books in Print.” Reference books with imprints older than two years will not be included (with the exception of current reprints or older books newly acquired for distribution by another publisher). The column shall also occasionally include library science or other library related publications of other than a reference character.

This exploration of management history focuses on mass entertainment media to determine the history of the efficiency expert in popular culture. It reviews the history of the image of the efficiency expert in film and on American‐produced television programs. The review shows that this profession is a universal and pervasive one, permanently embedded in our culture and catholic in background, occupation and workplace. It is generally a man’s job. The most significant historical trend is a sharp change from the efficiency expert as an amusing and relatively harmless character to a malevolent one who is to be feared. Although television has only existed for about half as long as motion pictures, the depiction of the efficiency expert on TV is similar to his movie image. This widely recognized profession needs no introduction to the viewer. He is a negative figure, often laughed at but never admired.

The problem of workers at risk should be reframed to reflect the impact of social stratification, power relations and divergent interests in occupational health practices. The past two decades have seen rapid developments in technology for detecting genetic traits and abnormalities in individuals that may indicate damage from chemical exposure. Occupational physicians, industrial managers and biomedical scientists increasingly favour this technology. However these methods have only selective appeal and are quite controversial. Their accuracy in identifying high‐risk workers is disputed as well as their value and consequences. Social factors that shape the way workers at risk have been defined are discussed. These social processes help to explain the way issues of risk are framed and industrial practices are conducted. They also explain patterns of support and opposition to genetic technology.

It is now forty years since there appeared H. R. Plomer's first volume Dictionary of the booksellers and printers who were at work in England, Scotland and Ireland from 1641 to 1667. This has been followed by additional Bibliographical Society publications covering similarly the years up to 1775. From the short sketches given in this series, indicating changes of imprint and type of work undertaken, scholars working with English books issued before the closing years of the eighteenth century have had great assistance in dating the undated and in determining the colour and calibre of any work before it is consulted.

Purpose – This chapter examines how and why the continued use of Indianness in sport makes many American Indians uneasy and then turns to consider the manner in which Native Americans have assisted with and even endorsed such monikers and mascots.

Design/methodology/approach – The current study employs interpretive approaches common in cultural studies (broadly defined). It offers textual readings of historical incidences as well as ethnographic readings of current events.

Findings – The key findings of the study offer new insights into the multiple and often competing ways in which indigenous athletes, fans, and communities interpret Native American mascots, stressing the overlooked role of American Indians who enact and endorse them.

Research limitations/implications – The focus on the use of indigeneity in the United States is the key limitation of the current research.

Originality/value – The central contribution of this work lies in its attention to the social significance and cultural politics of indigenous interpretations of American Indian mascots. In particular, it explores the complexities and contradictions central to such interpretations, stressing the unappreciated role of expectations and the pronounced uneasiness at their core.

THIS month usually sees the estimates adopted that must govern public library spending for the year to come. It is likely to be a testing time for many librarians and we look forward with much interest to their experiences this year. The international rearmament programme, which authority has told us will not radically change our economic position, must have its repercussions on all municipal activities; expansion, so badly needed and so often deferred, is not likely to come immediately. However, as we remarked last month, dismal prophecies have so often been confounded by the subsequent facts that we hope 1951 will not be an exception. The defence programme may have some Staff effects, especially if the Z reserves are called again to the Colours. There is much that we may hope and much we should plan for in the months immediately ahead.