[YRC] Nghiên cứu hành vi người tiêu dùng sản phẩm, dịch vụ trò chơi điện tử

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  • 7/23/2019 [YRC] Nghin cu hnh vi ngi tiu dng sn phm, dch v tr chi in t

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    KI MI@CGB KI PQJP PP ''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' 9

    MJ KX ''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' 0

    IBGN J4 PGN SXCG Q M PBXZP BGB QJ GNJ PJX @GN@IB Q P_ IBJ JG P''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' 2

    3'3' M pbxzp bgb qj gnj pjx `gn '''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' 2

    3'3'3' Lbj gjk gnj pjx `gn ''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' 2

    3'3'?' Vbg mej ''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' :

    3'3'9' Lbj gjk bgb qj gnj pjx `gn '''''''''''''''''''''''''''''''''''''''''''''''''''''''' :

    3'3'0' Ii `gn bgb qj gnj pjx `gn4 ''''''''''''''''''''''''''''''''''''''''''''''''''''''' 36

    3'3'8' Sx prgb rc sxzp gb kxc bgn ic gnj pjx `gn ''''''''''''''''''''''' 333'3'1' Ii zx p iog gb bgn g bgb qj ic gnj pjx `gn ''''''''''' 30

    3'3'1'3' Ii gbg ppk m '''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' 30

    3'3'1'?' Ii gbg pi gbg ''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' 3>

    3'3'1'9' Gbk ii gbg p bj''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' 32

    3'3'1'0' Gbk gbg p qg bc '''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' ?6

    3'3'1'8' Gbg ppgb bxgn kxc yk '''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' ?3

    3'3'>' Ii k bgb- m pbxzp lbi q bgb qj gnj pjx `gn ''''''''''''''''''''' ??

    3'3'>'3' M Pbxzp q bgb qj i yxz pgb "Pbherz ea Vmcggh` Ohbcqjexr* ''' ??

    3'3'>'?' K bgb 8 gbg p pi gn pj y mcg pe ic ign gnb "@jaaxyjegea Jggeqcpjegy* "_enhr 3::8* '''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' ?9

    3'?' Pgn sxcg q bgb qj pjx `gn `ib q pr ibj jg p'''''''''''''''''''''''''''' ?0

    3'?'3' Pr ibj jg p '''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' ?0

    3'?'3'3' Lbj gjk '''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' ?0

    3'?'3'?' Vbg mej ''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' ?0

    3'?'?' Bgb qj pjx `gn yg vbk `ib q pr ibj jg p''''''''''''''''''''''''''' ?:3'?'?'3' Lbj gjk '''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' ?:

    3'?'?'?' i jk bgb qj gnj pjx `gn yg vbk pr ibj jg p '''''''''' 96

    3'?'?'9' Qcj pr ic gnbjg ix bgb qj gnj pjx `gn pj ibjg mi vbpprjg ic gngb ign gnbjv pr ibj jg p '''''''''''''''''''''''''''''''''''''''''''''''''''' 96

    IBGN ?4 BGB QJ PJX @GN YG VBK @IB Q P_ IBJ JGP QJP GCK''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' 99

    ?'3' Pbi prgn gg ign gnbjv pr ibj jg pQjp Gck ''''''''''''''''''''''''''''' 99

    ?'3'3 Y bgb pbgb q vbp prjg ic gngb ign gnbjv pr ibj jg p ''''''' 99

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    ?'3'?' Ii gbg pgb bgn pj y bep gn ic gngb '''''''''''''''''''''''''''''''' 91

    ?'3'?'3' Ii gbg p Qk '''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' 91

    ?'3'?'?' Ii gbg p qj k ''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' 08

    ?'?' LP SXJX P_C PB P_GN ''''''''''''''''''''''''''''''''''''''''''''''''''''''''' 8??'?'3' Pbgn pjg q kx gnbjg ix '''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' 8?

    ?'?'?'Vbg mej ii `gn bgb qj pjx `gn ''''''''''''''''''''''''''''''''''''''''''''''''''''''' 8?

    ?'?'9' Sx prgb rc sxzp gb ic gnj ibj ''''''''''''''''''''''''''''''''''''''''''''''''''' 88

    ?'?'0 Ii gbg pgb bgn pj bgb qj ic gnj pjx `gn '''''''''''''''''''''''''' 8:

    ?'?'8 gb nj ki pjv gbg ic gnj pjx `gn '''''''''''''''''''''''''''''''''''''' 10

    IBGN 94 NJJ VBV VBP P_JG GNGB IGN GNBJV JG P'''' 1:

    9'3' Sxcg jk q gb bgn vbp prjg '''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' 1:9'3'3 Sxcg jk vbp prjg '''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' 1:

    9'3'? Ki pjx vbp prjg g gk ?6?6 '''''''''''''''''''''''''''''''''''''''''''''''''''''''' >6

    9'3'9 gb bgn vbp prjg ''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' >6

    9'?' Kp y ljg gnb q njj vbv gbk vbp prjg gngb ign gnbjv yg xppr ibj jg p '''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' >?

    9'?'3' j qj ibgb vb '''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' >?

    9'?'3'3' xp njj vbv sxg m gg ign gnbjv pr ibj jg p '''''''''''''''' >?

    9'?'3'? xp njj vbv b prz kgb yg xp pr ibj jg p q gn`gn pr ibj jg p' '''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' >8

    9'?'?' j qj `ecgb gnbjv '''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' >:

    9'?'?'3' xp ibe bep gn vbp bgb pr ibj jg p'''''''''''''''''''''''''''''''' >:

    9'?'?'?' xp ibe bep gn yg xp pr ibj jg p '''''''''''''''''''''''''''''''''' 29

    9'?'?'9' xp z `gn kp gg ign gnbjv pr ibj jg p mgb kgb-gn bgn' ''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' 20

    LP MXG''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' 2>

    @CGB KI PBCK LBE ''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' 2:VB MI ''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' :?

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    @CGB KI PQJP PP

    CJ Crpjajijcm Jgphmmjnhgih Pr px gbg peCVHD Cyjc%Vcijaji Himx`jgn Dcvcg

    "hiegekjiy*

    lbx qi ibx %Pbj Ogb @gn

    lbgn oce nk Gbp Og

    ICN_ Iekvexg` Cggxcm Nre~pb

    _cph

    Ki pgn prgn lv bgn gk

    IVJ Iegyxkhr Vrjih Jg`h Ib y nj pjx `gn

    A@J Aerhjng @jrhip Jgqhypkhgp x p pri pjv gi gnej

    NCVV Pgn ii oe ib q xp og

    N@V Nreyy @ekhypji Vre`xip Pgn nj pr yg vbk sxi gj

    JIP Jgaerkcpjeg cg`

    Iekkxgjicpjegy Phibgemenz

    Ign gnb pbgn pjg q qjg pbgn

    LB!IG Lbec bi q ign gnb

    KKEAVY Kcyyjqhmz Kxmpjvmczhr Egmjgh

    Ajryp Vhryeg Ybeephr

    Pr ibj og ygn pbhe ni gbg

    gnj pb gbpKKE Kcyyjqhmz Kxmpjvmczhr

    Egmjgh"nckh*

    Pr ibj pri pxzg gbjx gnj

    ibj

    VI Vhryegcm Iekvxphr Kz pgb i gbg

    V_ Vxomji _hmcpjegy Sxcg b ign ibgn

    _!@ _hyhcrib cg` @hqhmevkhgp Gnbjg ix q vbp prjg

    PP!PP Pbgn pjg q prxzg pbgn

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    @CGB KI OGN OJX Q BGB

    3' @cgb ki ogn ojxOgn 3'34 Ii `gn bgb qj kxc yk '''''''''''''''''''''''''''''''''''''''''''''' 36

    Ogn ?'34 Lp sxjx prc bjg prgn vb iv `ib qjg pbej- Jgphrghp q

    gnbh gbg peg sxi "3?%?636* ''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' 11

    ?' @cgb ki bgbBgb ?'34 Bgb qj ibj pb nckh kj '''''''''''''''''''''''''''''''''''''''''''''''''''''' 8?

    Bgb ?'?4 Pjx ib mc ibg lbj i gbjx nckh pgn p bei njgn gbcx

    '''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' 89

    Bgb ?'94 M `e ibj pr ibj jg ''''''''''''''''''''''''''''''''''''''''''''''''''''''''''' 80

    Bgb ?'04 Gnxg pbgn pjg''88

    Bgb ?'84 Vbg gn bj mgn'' 82

    Bgb ?'14 Vbg gn lbgn bj mgn82Bgb ?'>4 gb nj zx p mc ibg pr ibj jg p''8:

    Bgb ?'24 gb nj zx p ibj vb j qj ii j pgn pbxi ii mc pxj

    lbi gbcx'19

    Bgb ?':4 Pjx ib mc ibg pr ibj kj'18

    Bgb ?'364 Pjx ib mc ibg pr ibj pbhe xz pg ic gb vbp ''11

    Bgb ?'334 Pjx ib ii y lbjg sxgn ie- lbxzg ''1>

    Bgb ?'3?4 Iix gnj pr vb pregn nckh12

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    MJ KX

    3' Pgb iv pbjp ic pj

    @g y Qjp Gck bjg p g ieg y bg 21 prjx gnj- pregn njj pribjk kp mi mgn gn e' B m gbgn gnj i lb ggn pjv pbx ign gnb

    rp gbcgb q mxg pk ljk gbgn ij kj' Ibgb gbgn jx gz mk ibe Qjp

    Gck pr pbgb kp pb prgn pjk ggn ibe gg ign gnbjv pr ibj jg p i

    pb pg pj q vbp prjg kgb k'

    Prg pb njj- gg ign gnbjv pr ibj jg p pbi y ogn g p lbegn

    gk ?666- q p g gcz p i gbgn oi vbp prjg qp oi- prpbgb

    kp pregn gbgn bgb pbi bgn x ic gngb njj pr- p gbp m q vbgn `jg

    `ecgb pbx' Pbhe kp y y mjx3- gngb ign gnbjv gz p `ecgb pbx mg pj ??

    p XY@ pregn gk ?662 K q p 96 pg 06 p XY@ pgb prg peg pb njj-

    gnbc m ibgn ycx gg ign gnbjv yib "98-1 p XY@ K q lbegn 19 p

    XY@ prg peg ix*- mg bg i gg ign gnbjv k gbi "36-0 p prg 96 p XY@*

    q gg ign gnbjv yg xp vbjk ":-8 p ?> p XY@*' Gbgn y mjx kj gbp ibe

    pbz `ecgb pbx ic gngb gz pregn gk ?636 m lbegn 1> p- q gk ?633 mlbegn >0 p XY@- kp ki pgn prgn g gb q kgb k' P pc pbz rgn

    gg ign gnbjv pr ibj jg p prg pb njj bjg pr pbgb kp mgb qi i

    pjk ggn q i yi vbp prjg q ign mg ibe ii gb x p'

    Pxz gbjg qji vbp prjg gg ign gnbjv pr ibj jg pQjp Gck ig

    rp gbjx jx gn og4

    , Pb gbp- gg ign gnbjv pr ibj jg pQjp Gck qg ig o gbg

    gbg `j ieg kp lbgn kz pbjg ik ic c y gnj `g- k kp vbg

    gnxzg gbg m ibgb m `e y vbp prjg ibc pgn gn ign gb pbjx zx p

    Qjp pregn ' Gbk gnbjg ix pbi y lbgn kxg gbg kp gngb ign

    gnbjv- i pjk ggn q lb ggn gb qz mj o gbg gbg kp iib ycj mib'

    , Pb bcj- gg ign gnbjv pr ibj jg pQjp Gck kj ib zx `gn

    mj ki gbv lbx pr ibj jg p gi gnej- ib zx m p Bg Sxi- Prxgn

    3

    Hyyjhgpjcm acipy coexp pbh iekvxphr cg` qj`he nckh jg`xyprz+ Hgphrpcjgkhgp yeap~crh Cyyeijcpjeg- ?633~~~'pbhhyc'iek%acipy%v`ay%HYCUHAU?633'v`a

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    Sxi q kp y sxi njc vbgn Pz' jx gz qc mk njk lbgn gb q `ecgb

    pbx ibe ii `ecgb gnbjv pregn gi `e qg ibjc y pbgn bjx q og sxzg-

    qc nz rc gbgn lb lbg pregn qji pib bv pr ibj jg p ibe vb bv qj

    qg bc pregn gi'

    , Pb oc- gbgn qg kcgn pgb vbv m ign gbgb bgn vbp prjg

    pr ibj jg p bx gb ibc i n gn l' Ng z gbp ibgn pc i pb lg m

    Sxz gb ic O Pbgn pjg q Prxzg pbgn q yjp ibp sxg m bep gn ii i

    yljgb `ecgb `ib q Jgphrghp gj rjgn q Pr ibj jg p egmjgh gj ibxgn p

    3%:%?636- pxz gbjg pbi p ibgn kjgb qji pbi pbj sxz gb gz beg peg

    pbp oj'Rxp vbp p gbgn m `e prg- ibgn pj rp kxg pbi bjg i kp gnbjg

    ix lbec bi z q gnbjk pi q gg ign gnbjv pr ibj jg pQjp

    Gck- i kp iylbec bi ibe ii gb ljgb `ecgb pr ibj jg p ign gb

    ii gb beib gb ibgb yib- nv vbg gb bgn vbp prjg gg ign gnbjv

    pr ibj jg pgi pc' Gbk gnbjg ix ign rp kxg pv prxgn qe gnbjg

    ix i pbc rc kp y ljg gnb q xp njj vbv q qg gb bgn

    ign gb sxg m gg ign gnbjv pr ibj jg p ig geg prgi pc'

    Qj pp i gbgn m `e prg- gbk Yjgb qjg gnbjg ix lbec bi ibgn pj

    sxzp gb ibg pj4 Gnbjg ix bgb qj pjx `gn `ib q- yg vbk pr ibj

    jg pq xp njj vbv gbk vbp prjg gngb ign gnbjv pr ibjjg p

    Qjp Gck'

    ?' Pgn sxcg pgb bgb gnbjg ix

    Bjg gcz- Qjp Gck y mgn gnbjg ix q qg gnbjg ix q pj gz

    ig lb lbjk pg q lbgn i pgb gn o ice bei ib `gn mj kgn pr ibj

    jg p egmjgh' I pb lg kp y gnbjg ix gb ycx4

    pj GILB Pb prgn pr ibj pri pxzg Qjp Gck pbi prgn q njj

    vbv ic yjgb qjg Begn Qg Ign NQ bgn `g4 Pby' Begn Rxg

    Ogb j bi Gnej pbgn ?636

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    Bjx gn kgn q vbgn pbi pk ljk mj gbxg kj qe pr ibj jg p

    qj pr ibj jg p egmjgh- M Pbx B- NQ bgn `g4 PbY' Gnxzg Pb

    Pgn Cgb- j bi Gnej Pbgn ?661'

    9' Ki pjx gnbjg ix

    Vbg pib pbi prgn q gb nj gngb ign gnbjv pr ibj jg p Qjp Gck

    sxc gnbjg ix m pbxzp bgb qj gnj pjx `gn gbk c rc gbgn xp q

    njj vbv gbk vbp prjg gngb ign gnbjv pr ibj jg p Qjp Gck pbhe

    bgn pib ii- gn pbj ign pbcz j sxcg gjk ic bj q mej bgb njj pr

    gz

    0' Vbgn vbv gnbjg ix Vbgn vbv jx prc- gnbjg ix pb prgn4

    Mv ogn ix bj jx prc- vbg pib pgn bv- vbgn vbv pbgn l- vbgn

    vbv `jg `ib + sxz gv- ye ygb j ibjx'

    Vbgn vbv gnbjg ix pj mjx pb iv

    Vbgn vbv vbgn qg ibxzg njc

    Vbgn vbv v `gn ii k bgb- m pbxzp ljgb p

    8' j pgn q vbk qj gnbjg ix j pgn

    + Pbgn pjg pgb bgb ljgb `ecgb ic ii `ecgb gnbjv

    + Bgb qj pjx `gn yg vbk- `ib q pr ibj jg p

    + Ii qg og ic ibgb vb

    Vbk qj gnbjg ix4

    + Pbj njcg4 Y mjx pregn gbgn gk ng z

    + Lbgn njcg4 I pregn gi q gi gnej

    1' Lp sx gnbjg ix `ljg+ gb nj pgn sxcg q gngb ign gnbjv pr ibj jg pQjp Gck bjg

    gcz

    + xp njj vbv vbp prjg gngb ign gnbjv pr ibj jg p Qjp Gck

    pregn pbj njcg pj

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    IBGN J4 PGN SXCG Q M PBXZP BGB QJ GNJ PJX@GN @IB Q P_ IBJ JG P

    3'3'M pbxzp bgb qj gnj pjx `gn3'3'3' Lbj gjk gnj pjx `gn

    Gnj pjx `gn- bcz lbib bgn m kp lbj gjk pgn j sxhg pbxi- pxz

    gbjg ibe g gcz qg ibc i kp sxcg jk pbgn gbp qgb gnbc ign gb

    gj bk ic lbj gjk gz' Pz pbhe mgb qi gnbjg ix k ii gb gnbjg ix-

    gb ljgb p bcz gb beib gb ibgb yib c rc ii sxcg jk lbi gbcx- q og

    ibp ign gb ibi ggn pjx `gn' Pxz gbjg- `e i jk j pgn q ki ib

    gnbjg ix- pregn oj gnbjg ix gz- gbk gnbjg ix y y `gn gb gnbc

    pregn Vbv mgb oe q gnj pjx `gn ic z ocg pbgn q Sxi bj4 Gnj

    pjx `gn m gnj kxc- y`gn bgn bc- `ib q ibe ki ib pjx `gn- yjgb

    bep ic i gbg- njc gb q pibi\?[

    Pregn gb gnbc prg- ibgn pc ig vbg ojp r bcj bgb qj gj op ic gnj

    pjx `gn4 bgb qj kxc q bgb qj y `gn' Pbgbp- qj p iib m gnj y `gn

    yg vbk- gnj pjx `gn sxcg pk pj ii i pgb- ibp mgn ic yg vbk qiib y `gn bgn bc pj x' Pbbcj- qj p iib m gnj kxc bgn- b sxcg pk

    gbjx g vbgn pbi kxc bgn q nj i ic ii mej bgn bc q njj bg gng

    yib `gb ibe ii mej bgn bc lbi gbcx' Bjx r bcj lbc igb ic lbj gjk

    gz m iysxcg prgn ii gb yg xp gk i ibgb i j pgn lbib

    bgn ic kgb m cj- b ig n q mk pb ge v gn i pj x gbx ix ic

    b'

    Gnej lbj gjk gx prg- bjg gcz ig pg pj kp y lbj gjk lbi gb ycx4

    Gnj pjx `gn m gnj ixj ign y`gn bgn bc- `ib q bei

    pgn\9[

    ? XOPQ Sxi Bj- Vbv mgb oe q sxzg mj gnj pjx `gn y 39%3:::%VMOPQSB36- jx 3- ocgbgb gnz ?>%60%3:::9

    Ckhrjicg Kcrlhpjgn Cyyeijcpjeg"?63?*- _hyexrih Mjorcrz- prxz iv gnz 31+63+3?- p prcgn4bppv4%%~~~'kcrlhpjgnve~hr'iek%Umczexpy%@jipjegcrz'cyv5`Mhpphr;I

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    Gnj pjx `gn m kp p `gn ib ii i gbg bei b njc

    gb `gn yg vbk bei `ib q yg xp pregn gg ljgb p' \0[

    Gbgn gb gnbc prg i gbk gnbjg ix c qe qj ki ib pbck

    lbe q njv gnj i i kp ij gbg pgn sxp gbp' Gbk gnbjg ix y lbgn

    y `gn bcj gb gnbc prg pregn pj mjx gz'

    3'3'?' Vbg mejPbhe sxcg jk ic Vbjmjv Lepmhr \8[- lbib bgn i ibjc pbgb gk

    gbk4

    Lbib bgn m gnj pjx `gn4 B m gbgn i gbg q b njc gb

    kxc bgn be q `ib q y `gn ibe i gbg' Lbib bgn m ii gb yg xp4 B m ii p ibi kxc bgn q

    `ib q y `gn ibgn pregn sx prgb yg xp'

    Lbib bgn m gb oxg og prxgn njcg4 B m ii p ibi kxc

    bgn q `ib q ycx og mj ljk mj'

    Lbib bgn m ii isxcg gb gi4 Gbgn p ibi gb gi kxc

    bgn q `ib q ycx y `gn pregn mgb qi `ib q ign ign bei ibxzg

    njce bgn be q `ib q ibe gbgn gnj ig g g'

    Lbib bgn sxi p4 Lbib bgn sxi p m gbgn gnj kxc bgn

    gnej gi oce nk gbgn gnj pjx `gn- yg xp og prxgn njcg q ii i

    sxcg gb gi gnej gi'

    Pregn pj mjx gz- ibgn pc y ib ib prgn gnbjg ix gbk lbib bgn pb

    gbp- pi m lbib bgn m i gbg bcz b njc gb'

    3'3'9' Lbj gjk bgb qj gnj pjx `gnPbhe Vbjmjv Lepmhr- bgb qj gnj pjx `gn i gb gnbc4 Kp pgn pb

    gbgn bgb gn `jg ojg pregn yxp sx prgb lplbj gbg ojp gbx ix ibe

    pj lbj kxc q ycx lbj kxc yg vbk/' Gj iib lbi- bgb qj ic gnj pjx

    `gn m iib pbi ii i gbg rc sxzp gb y y `gn ii gnxg mi yg i ic b

    "pbj njcg- pjg oi- g mi* gb pb ge ibe ii yg vbk pjx `gn'

    0

    bppv4%%hg'~jljvh`jc'ern%~jlj%Iegyxkhr8 Vbjmjv Lepmhr+ Nje prgb Kcrlhpjgn iog

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    Pbhe Bjv bj kcrlhpjgn Bec L1- bgb qj gnj pjx `gn ibgb m y pi

    gn sxc mj njc ii zx p lib pbib ic kj prgn qj gbg pbi q bgb qj ic

    ieg gnj k sxc y pgn pi - ieg gnj pbcz j ixi ygn ic b' Pbhe iib

    gb gnbc gz- Lbj gjk bgb qj gnj pjx `gn i gbg `j ni pgb

    pgn pi- pi gn sxc mg gbcx njc ieg gnj q kj prgn og gnej'

    Pk mj- pp i ii gb gnbq Bgb q gnj pjx `gn x pv prxgn qe ii

    lbc igb sx prgb gbg ojp-pk ljk pbgn pjg- gb nj kxc bgn- vbg gn ycx

    kxc ic gnj pjx `gn q kj sxcg b ojg ibgn njc sx prgb qj ii zx

    p og gnej pi gn pri pjv- njg pjv qe g'

    3'3'0' Ii `gn bgb qj gnj pjx `gn4Gnj pjx `gn c rc ii sxzp gb gb pb ge pz pbxi qe ljx sxzp

    gb kxc yk ic b'Sxzp gb kxc yk ic kj i gbg mj vb pbxi qe gbjx

    zx p- pregn i zx p nj i q zx p pbj ' Ibi ibg kp jx m qji kxc

    kp yg vbk vbi pv q p pjg bg y lbjg gnj kxc vbj ig gbi gbjx bg

    q ign i y pbck njc ljg p gbjx gnj bg' Q `- qji kxc kp sxzg yib

    y lbi rp gbjx qj qji kxc kp ibji kz pgb ib pcz' Cyychm > vbg rc og

    ljx bgb qj kxc yk ic gnj pjx `gn ig i qe ki pbck njc ic gnj

    kxc q ki lbi gbcx njc ii gbg bjx' Og ljx bgb qj kxc yk m4

    Bgb qj kxc vbi pv- Bgb qj kxc pbc bjv- Bgb qj kxc pbhe pbj sxhg q Bgb

    qj kxc gbjx mc ibg4

    Ogn 3'34 Ii `gn bgb qj kxc yk

    Ki pbck njc ice Ki pbck njc pbv

    Gbg bjx lbi

    gbcx gbjxBgb qj kxc vbi pv Bgb qj kxc gbjx mc ibg

    Gbg bjx lbi

    gbcx pBgb qj kxc pbc bjv Bgb qj kxc pbhe pbj sxhg

    Bgb qj kxc vbi pv "Iekvmh oxzjgn ohbcqjer*

    1 bppv4%%~~~'kcrlhpjgnve~hr'iek%Umczexpy%@jipjegcrz'cyv5`Mhpphr;I>

    Iegyxkhr Ohbcqjer4 Ajryp Cyjc Vcijaji H`jpjeg- Bhgrz Cyychm- Gjnhm Vevh- Mjg`c Orhggcg- Lhqjg Qenhy-?66>

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    @gn bgb qj pjx `gn gz pbgn z pregn gbgn prgn bv yg vbk

    i ig gbi kxc m gbgn yg vbk p pjg- kcgn mj nj pr ice- gbgn kxc

    lbgn pbgn xzg q kcgn pgb x p ice' @gn pjx `gn gz pbgn i y

    pbck njc ic lb gbjx gnj pregn qji rc sxzp gb- b gnbjg ix rp l q y

    lbi gbcx njc ii gbg bjx- b bjx x- gbi jk ic pgn mej yg vbk- qj

    kegn kxg i pb ibg i yg vbk vb bv gbp'

    Bgb qj kxc pbc bjv "@jyyegcgih+rh`xijgn oxzjgn ohbcqjer*

    Bgb qj kxc gz z rc j qj gbgn yg vbk p pjg- gbjx rj re q kxc

    lbgn pbgn xzg gbgn mj y lbi ojp njc ii gbg bjx prg pb prgn m

    lbgn mg' Pregn prgn bv gz- sxzp gb kxc i c rc lb gbcgb ng- qgbgn zx p mjg sxcg g pgb bxgn kxc yk gb pjv pb bcz lbxzg kj i gb

    bgn lb mg g sxzp gb kxc'

    Bgb qj kxc pbhe pbj sxhg "Bcojpxcm oxzjgn ohbcqjer*

    Bgb qj kxc gz z rc lbj yg vbk i ig gbi kxc m gbgn yg vbk

    i nj pr pbv- pjx `gn bgn gnz q y lbi ojp njc ii gbg bjx oz og prg

    pb prgn m rp pbv' Gnj pjx `gn lbgn bgb pbgb pbj r rgn q kp

    gbg bjx ge i' Lbj i gbx ix- gnj pjx `gn ib qji rc ic bgn q ibg kp

    gbg bjx' Gx gb qji mc ibg gz mv j mv mj qj kp gbg bjx pb pbgn m

    `e kp pbj sxhg bg m y prxgn pbgb q pregn sx prgb pjx `gn b lb gbg

    pbz pgb x qjp q i jk gj prj ic pgn gbg bjx'

    Bgb qj kxc gbjx mc ibg "Qcrjhpz+yhhljgn oxzjgn ohbcqjer*

    Bgb qj kxc gz pbgn z rc lbj gnj pjx `gn kxc gbgn yg vbk +

    `ib q i nj pr pbv- pjx `gn bgn gnz gbgn prg pb prgn mj pg pj gbjx

    gbg bjx pregn ign kp ibgn mej yg vbk' Pregn prgn bv gz- gnj pjx

    `gn pbgn pbcz j gbg bjx' Qji pbcz j gbg bjx gz pbi ibp gbk pk

    ljk yc `gn ib lbgn vbj `e b lbgn bj mgn qj yg vbk kxc pri '

    3'3'8' Sx prgb rc sxzp gb kxc bgn ic gnj pjx `gnSx prgb rc sxzp gb kxc bgn ic gnj pjx `gn m kp ibxj ii bgb

    gn k pbgn sxc gnj pjx `gn pbx pbv- vbg pib pbgn pjg q c rc ii

    mc ibg njc ii yg vbk bei `ib q' Sx prgb rc sxzp gb gz oce nk gk

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    njcj eg iog4 "3* Gbg pbi qg < "?* Pk ljk pbgn pjg< "9* gb nj ii

    mc ibg< "0* Sxzp gb kxc< "8* Bgb qj ycx kxc' Pxz gbjg pregn pbi p- gnj

    pjx `gn i pb o sxc bei mk gni mj kp y oi'

    Oi 34 Gbg pbi qg

    Sx prgb gbg pbi qg pbi ibp m y gbg pbi rc gbx ix' Gbg pbi q

    gbx ix ic kj i gbg i bgb pbgb `e i gbgn pi gn og pregn bei og

    gnej' Kj lbj kp gbx ix ge xp bjg- ii i gbg mxg ig vbj pbc kg

    g' Ki pbc kg gbx ix ic gnj pjx `gn i pb bjg r rgn pregn Pbv

    gbx ix ic Kcyme~ \2["p pbv g ice nk gbx ix yjgb m- gbx ix cg peg- gbx

    ix pgb ik- gbx ix i pg prgn q gbx ix p pb bjg kgb*' Bg gc- i pbmgn prxgn pbgb ic gnj pjx `gn y mg bg gx b pbe kg i gbgn gbx

    ix iv pbv bg'

    Oi ?4 Pk ljk pbgn pjg

    Sx prgb pk ljk pbgn pjg y xp bjg gncz ycx lbj gbx ix xp bjg'

    Ign ic qji pk ljk pbgn pjg gbjx bcz p px pbxi qe4 yi kgb ic y

    pbj pbi- lbj mgn pbgn pjg k gnj kxc i yg ocg x- lb ggn ` ljk

    i gbgn pbgn pjg o yxgn- ki iej prgn q ki pbe kg qj y pk

    ljk' Gnj pjx `gn pk ljk pbgn pjg pbgn sxc gbjx gnxg lbi gbcx- pz

    pbxi qe jx ljg lb ggn ic b' Og gnxg pbgn pjg pi gn mg gnj pjx

    `gn nk i4

    , Gnxg pbgn pjg i gbg4 Njc gb- og o- bgn k- gnj sxhg'

    , Gnxg pbgn pjg pbgn kj4 Sxgn ie- gbg qjg og bgn- j m- oce o-

    prjg mk', Gnxg pbgn pjg vb pbgn4 i gn pj prg ii vbgn pjg pbgn pjg j

    ibgn bei `e p ibi gnbjg ix pb prgn ign o'

    , Gnxg pbgn pjg ljgb gnbjk pbi p4 I i p qji gnj pjx `gn pri

    pjv y `gn yg vbk'

    Y mgn pgn j q gb bgn ic gbgn gnxg pbgn pjg gz pbcz j px

    pbhe mej yg vbk q i jk ic gnj kxc' Gj ibxgn- gnj pjx `gn gbg

    2 Corcbck Kcyme~- C Pbherz ea Bxkcg Kepjqcpjeg- 3:09

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    i gbjx pbgn pjg gbp q yg vbk p gbgn gnxg pbgn pjg pbgn kj- gnbc

    m gbgn gnxg pbgn pjg k gnj mk Kcrlhpjgn lbgn ib' Pxz gbjg- gbgn

    gnxg pbgn pjg i gbg mj m gbgn gnxg pi gn kgb gbp g sxzp gb kxc

    bgn ic b'

    Oi 94gb nj ii vbgn g

    njcj eg gz gnj pjx `gn i gbgn pbgn pjg ig pbjp gb

    nj ii vbgn g lbi gbcx pregn qji mc ibg yg vbk' Oi gb nj vbgn

    g gz `jg rc lbgn bg njg q kj gnj pjx `gn mj i y lbi ojp' Pxz

    gbjg bgb qj gb nj gz ic gnj pjx `gn i kp jk ibxgn- m `c prg

    gbgn iyq pbi q bv m4 B hk ii yg vbk gb kp pv bv ii pbxipgb qj lb ggn hk mj ki pbc kg lbi gbcx- q y ibg yg vbk ge k b

    ibe m hk mj ki pbc kg ice gbp pgb prg kp gn pjg b o rc'

    Oi 0 4 Sxzpgb kxc bgn4

    Ycx lbj mc ibg i yg vbk vb bv gbp qj gbx ix q kegn kxg

    ic kgb- gnj pjx `gn y rc sxzp gb kxc' Sxzp gb kxc pbgn ogb

    bgn oj i jk ic yg vbk q gbgn lbib m ic gnj og pj jk kxc'

    I oc zx p i pbgb bgn g bgb gn kxc- m gj kxc bgn- bgb pbi

    pbcgb peg q y bjg bx ic yg vbk i mc ibg'

    Ycx oi gb nj ii vbgn g- gnj pjx `gn bgb pbgb gb kxc

    yg vbk kcgn gbg bjx ge ' Pxz gbjg i gbgn zx p i pbgb bgn g

    sxzp gb kxc ixj ign- m pbj ic gbgn gnj lbi q gbgn zx p pgb

    bxgn op gn'

    Oi 84 Bgb qj ycx kxcBgb qj ycx kxc m oi ixj ign ic sx prgb rc sxzp gb kxc ic gnj

    pjx `gn' Bgb qj ycx kxc i pb bjg pri pjg pbj ic gnj pjx `gn

    ycx lbj y `gn yg vbk4 Bj mgn bei lbgn bj mgn

    Pbj bj mgn ic gnj pjx `gn qj yg vbk pbgn ojx bjg lb g

    njg- b y ik pbz ng o bg qj yg vbk - bei njj pbjx ibe og o- gnj

    pbg' Pxz gbjg- pbj lbgn bj mgn mj ojx bjg vbi pv bg4 I pb ib m

    ik nji oi oj lbj lbgn gbx ix ic b lbgn i v gn kp iib pp gbp-

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    l mj ljgb gnbjk qj og o- gnj pbg lk pbhe mj lbxzg gg prgb c yg

    vbk bei b i pb pb bjg pbj lbgn bj mgn ogn ii bgb gn qp o bcz

    hk pr mj yg vbk - pbk ib gnj pjx `gn ig i pb ljg ii gb yg xp

    lbj b ibe rgn yg vbk nz rc pbjp bj gn l ibe kgb'

    3'3'1' Ii zx p iog gb bgn g bgb qj ic gnj pjx `gnQji kxc yk ic gnj pjx `gn ibx gb bgn ic rp gbjx ii gbg p

    lbi gbcx- pregn ibjc pbgb og gbk gbg p ibgb4 gbg p pk m- ii gbg p

    i gbg- ii gbg p bj q ii gbg p pgb bxgn'

    3'3'1'3' Ii gbg ppk mPk bjx bgb qj gnj pjx `gn m kp gj `xgn ng gb sxcg prgn gbp ic

    bep gn gnbjg ix Kcrlhpjgn' V'Lepmhr c rc ii gbg p pk m i lb ggn

    gb bgn g bgb qj kxc bgn ic gnj pjx `gn- m gbg pbi- pjv pbx-

    gn i- gjk pjg+pbj q i pgb'

    Gbg pbi "Vhrihvpjeg*

    Gbg pbi i gb gnbc m .kp sx prgb pbgn sxc i pb pxzg ibg-

    p ibi q njj pbib pbgn pjg pe rc kp oi prcgb i gnbc q pb njj xgn

    sxcgb' Yg vbk bjg pbi i gb bgn g bgb qj pjx `gn- gbgn gbg pbi

    ic gnj pjx `gn q yg vbk ig gb bgn gbjx bg'

    Pxz gbjg pri kj pgb bxgn- kj gnj pjx `gn mj i kp iib gbg

    pbi lbi gbcx' Gbg pbi lbgn ib vb pbxi qe gbgn pi gbg qp m- k ig

    vb pbxi qe i kj sxcg b ic ii pi gbg qj kj prgn xgn sxcgb q

    gbgn jx ljg og pregn i gbg '

    Gnj pc i pb i gbgn gbg pbi lbi gbcx q ign kp lbib pb `e i oc

    sx prgb gbg pbi4 Y sxcg pk i ibg mi- y ov ke i ibg mc q y nbj

    gbi ibg mi'

    Y sxcg pk i ibg mi4 Y sxcg pk ic gnj pjx `gn g

    gbgn pi gbg lib pbib g pgn q nz ib '

    Yov ke i ibg mi4 K p lbxzgb bgn gnj pjx `gn ng

    ibe pbgn pjg gbgn gnbi gbg'

    Ynbj gbi ibg mi4 Gnj pjx `gn i lbxzgb bgn ib nj

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    mj gbgn pbgn pjg k b ibe m ig pbjp'

    Ypjv pbx "Mhcrgjgn*

    Gnj pjx `gn- pz pbxi qe ki bjx ojp q yg vbk ign qj ik

    gbg lbj pjx `gn yg vbk + pbeg kg bcz lbgn pbc kg + k i gbgn bgb

    qj pjx `gn yg vbk rp lbi gbcx' Sx prgb y `gn yg vbk- gb nj- pjv

    gbg gbjx yg vbk lbi gbcx mk ibe gnj pjx `gn i gbgn ljgb gnbjk q

    yg vbk' Y pjv pbx gz pb bjg gbgn pbcz j pregn bgb qj ic kp i gbg p

    gbgn ljgb gnbjk k b prj sxc' Sx prgb pjv pbx gz ig mk ibe gnj pjx

    `gn i gbgn ik gbg lbi ojp pregn sx prgb pjv gbg gbgn pi gbg lib

    pbib q p c rc gbgn vbg gn pjx `gn lbi ojp' Gnj pjx `gn i pbpib mz pbk gbgn sxcg jk pib ii bei pjx ii p sx prgb gz'

    gn i"Kepjqcpjeg*

    gn i m jx pbi z ieg gnj bgb gn' z m yi kgb pbi z pp

    i ii bgb qj ic ieg gnj' gn i m prgn pbj lib pbib bei lbxz gn

    jx lbjg bgb qj ieg gnj p kp ki pjx bei kp ki ib ge '

    Pbhe Vbjmjv Lepmhr4 gn i m gbx ix prgg oi pbjp g ki oxi

    ieg gnj vbj bgb `gn ` pbe kg g

    Pj op l kp pbj jk gbp gb ge ieg gnj ign i gbjx gbx ix'

    Gbgn lbgn vbj gbx ix ge ign i pi gn pe rc gn injgn gbcx' Bx

    bp gbgn gbx ix i gnxg ni pk mx lbgn kgb pbi z ieg gnj

    bgb gn pbhe ibgn gncz mv pi' Kp gbx ix y pr pbgb gn ilbj g p

    g kp ki kgb' Qji pbc kg gbx ix y mk njk op ik nji ign

    pbgn' Gbgn gnj pbjp l yg vbk- gbgn gnj og bgn ig pk iib lbx

    nj ibxzg gbx ix p prgn pbj ibc gbg ojp i pbgb gbx ix ibgn q

    `xz pr g gbk njc pgn ibj `ecgb pbx' Gnj pjx `gn lbgn ib sxcg pk pj

    pgb ggn- ign bjx k i bgb `gn- lib pbi- prgn mgn- qp mjx- kx yi'''

    ic yg vbk x i pb nz rc gbgn mjg pgn q ik i gbp gb- njv lib

    pbib bcz i ib sxzp gb kxc yk'

    Gjk pjg q pbj "Ohmjhay cg` Cppjpx`hy*

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    Gjk pjg pb bjg gnbc i pb k gnj pc i i q kp y qp bjg pgn

    ge ' Gjk pjg i pb xp vbp p gbgn ljg pbi- gbgn sxcg jk- gbgn

    bgb gn prj sxc' Gnj pjx `gn lbj lbgn i gjk pjg qe kp i pgb ge

    ic yg vbk- qe bgb gb ic pbgn bjx pb b y ` `gn p ibj mc ibg

    yg vbk- gbg bjx pregn sxzp gb pjx `gn'

    Pbj pb bjg gbgn gb nj i pbi- gbgn ik gnb- gbgn x bgn

    bgb gn pgn j ljg gb ic ieg gnj j qj kp ib pb- kp pgn'

    Pbj `jg p gbgn gb nj pp bcz x `c prg gbg pbi og qgn- gbgn

    ik nji ik pgb q gbgn x bgn bgb gn ic kp gnj j qj kp lbib

    pb bcz kp pgn ge ' Gnj pc i pbj j qj bx bp kj pb4 Pg nje-ibgb pr- sxg e- k gbi- pbi vbk'''' Pbj `g bg sxzp gb pbib bcz

    lbgn pbib kp j pgn ge - g qj g bcz rj c g'

    Gjk pjg q pbj i bgb pbgb pregn gnj pjx `gn pbhe gbjx iib

    lbi gbcx' j lbj ieg gnj bgb pbgb kp pbj pib ii q kp yg vbk

    pri lbj kxc g' i ojp- j qj gbgn yg vbk ig kp sxzp gb kxc gbjx

    ig gbi- gb gbgn yg vbk p pjg- vbg gn gnj pjx `gn kxg z `gn

    q pbx pbv kp gjk pjg q pbj pib ii j qj yg vbk pri lbj rc sxzp

    gb kxc' j qj kp y yg vbk lbi- gjk pjg q pbj ic gnj pjx `gn

    mj i bgb pbgb pregn sx prgb y `gn'

    I pgb "Vhryegcmpz*

    Pbhe Vbjmjv Lepmhr4 I pgb m gbgn i pgb pk m gj op ic kj ieg

    gnj pe rc pbgn "gbgn vbg gn v mj* i pgb g gb q gbp sxg qj

    kj prgn xgn sxcgb'

    Pgb iib ic kp gnj mjg sxcg g ii i jk i gbg + gbgn i jk

    i oi m kp iib vb bv- i ojp lbj kp i jk ojx bjg pregn y bjg

    `jg ic ii i jk lbi' Pregn j ygn bgn gnz- pgb iib ic ibgn pc i

    gnj lbi k p mj ibe gbcx- gbgn og pbg ibgn pc mj m gbgn pbi pb i

    pgb iib q i pgb rp lbi gbcx' Gb qz- pgb iib i mjg sxcg g gjk q

    og pbg ign gb gbgn sxcg gjk ic gnj xgn sxcgb q ibgb ibgn pc' Kj

    gnj i kp i pgb "pgb iib i gbg* lbi gbcx- i pb m p pjg- pbg prgn-

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    lbjk gbgn- p ice- bjx pbgn- gng gv- ` `j- ggn gn- ij k- oe

    pb-'''Gbgn pgb iib lbi ojp gz ign pe rc gbgn bgb qj kxc yk lbi gbcx'

    3'3'1'?' Ii gbg pi gbg Pxj pi q ii njcjeg ibx l ygn njc gb

    gbgn mc pxj lbi gbcx- gnj pjx `gn y i gbgn gbx ix q kegn

    kxg lbi gbcx' Gnj pc y `gn gbgn bgn bc q `ib q lbi gbcx pregn yxp

    j kgb' Gbx ix q pbi vbk ic kp gnj pbcz j pbhe pgn pbj l vb bv

    ibe jx ljg q `jgb `gn ic ipb' Pb bjx ic gnj pc q sxg e- n q

    iib njj pr ign px pbhe pxj pi' pgn pbj jk ic prgn pbj njc gb k

    gnj pjx `gn i gbgn gbx ix- lb ggn pj ibgb q ypbib lbi gbcx- `e i gbgn mc ibg q sxzp gb kxc yk lbi gbcx'

    Gnb gnbjv

    Gnb gnbjv ic kp gnj ign gb bgn g iib pbi pjx `gn ic b'

    Gnj ign gbg y kxc sxg e mce gn- njz j mk- oc g prc gn bv q pr

    ibj njj pr bcj gnj' Pregn lbj - ib pib ign pz y kxc sxg e p pjg- j `x

    mib ogn gn bgn lbgn- pbck njc ii ix mi o qe pbxzg oxk mg' Gb

    qz- y lbi ojp q gngb gnb ign pe rc ii gbx ix rp lbi gbcx q yg vbk-

    ibp mgn- nj i q pgb iv pbjp ic yg vbk '

    Prgb bi qg

    Gnj pjx `gn i prgb bi qg lbi gbcx pb i gbgn x bgn pjx

    `gn lbi gbcx' Gbgn gnj i prgb bi qg ign ice pb i x bgn pjx

    `gn pjg pjg q bjg j bg- i gbjx y mc ibg bg- ib gbjx bg g pgb

    pbk k- ibp mgn- gbg bjx- oce o- pgb cg peg q ii `ib q lk pbhe< gn

    pbj ii gbx ix q ii bep gn njj pr- `x mib- yib oe- k gbi- yi lbh q

    bi pv ign ice bg' Gbgn gnj i prgb bi qg ice pbgn o rc gbjx

    ign yi bg pbx pbv- ye ygb ii pbgn pjg pri lbj rc sxzp gb'

    Pgb prgn ljgb p

    Qji mc ibg yg vbk ibx pi gn rp mg p beg igb ljgb p ic gnj

    ' Beg igb ljgb p ic kp gnj oce nk pbx gbv i pb ibj pjx i ic b

    "ki pbx gbv- ki g gb q iib yv v pbj njcg*- pjg pjp ljk q pj yg

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    "oce nk i p m vbg prk pj yg mx gn*- g- lb ggn qcz kg- pbj j

    qj qji ibj pjx q pjp ljk' Pk mj- pgb prgn ljgb p pi gn ib zx qe lb

    ggn pbcgb peg ic i gbg ibe gbgn gbx ix bgn gnz- p gb bgn pj

    bgb qj pjx `gn ic b'

    Mj ygn

    Mj ygn ic kp gnj m iib ygn ic b prg pb njj i pb bjg rc

    pregn bep gn- y sxcg pk ign gb ljg- sxcg jk ic gnj ' Gbgn

    gnj ign xp pbg p kp gbgb qg be- pgn mv bj q ign gnb gnbjv i

    pb i gbgn mj ygn beg peg lbi gbcx' Mj ygn kjx p yjgb gn peg `jg

    kp ieg gnj pregn sxcg b qj kj prgn ic kgb' Y mc ibg bgn be icgnj pjx `gn pb bjg mj ygn ic b'

    Gbg iib q sxcg gjk q og pbg

    Kj gnj x i kp gbg iib lbi ojp i gb bgn g bgb qj ic

    gnj ' z gbg iib i gnbc m gbgn i jk pk m lbi ojp ic kp

    gnj `g g gbgn vbg gn pgn j gbp sxg q mx og qj kj prgn xgn

    sxcgb' Gbg iib pbgn i kjx p ogn gbgn gp gb p pjg- i xz mi- pgb

    i mv- pgb ibcg be- mgn pg prgn- pgb lg e- pgb ` pbib gnbj''' Gbg iib

    m kp ojg bx ib pregn vbg pib bgb qj gnj pjx `gn q pc i pb vbg mej

    ii ljx gbg iib q gnbjg ix i kj pgn sxcg ibp ib njc ii ljx gbg

    iib gbp gb qj ii mc ibg yg vbk q gbg bjx'

    Ii gnbjg ix ib rc rgn gnj pjx `gn mxg pk ljk gbgn yg vbk

    q `ib q k bgb gb be bv qj bgb gb ic ij pj i gbg' Gb qz bgb qj

    ic gnj pjx `gn mxg i x bgn pbe kg gbx ix i l qgn oj ii gbg

    p og gnej'

    3'3'1'9' Gbk ii gbg p bj Njc gb

    Njc gb ic gnj kxc mxg i iej m zx p i gb bgn kgb k gbp

    pj bgb qj ic gnj kxc' Njc gb njc pi bgb pbgb ibe i gbg gbgn gb

    bgn q pg nje- ibgb pr- ljgb p- gbgn pbck qgn i gbg- nj pr og pbg q

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    pgb ik< i ojp qj gbgn njc gb k o k ygn ibxgn qj ieg ij prgn

    pbgb pb gb bgn ic b i pb m iog'

    Ii pbgb qjg pregn njc gb i pb i gb bgn kgb kg bgb qj ic

    gnj kxc' Ii pbgb qjg pregn njc gb m gbk pbck lbe sxcg prgn i gb

    bgn mg gbp' Pc i pb vbg ojp bcj mej njc gb gb bgn g bgb qj ic

    gnj kxc4

    Njc gb gb bgn4 Nk o k ic gnj ' Zx p gz gb bgn yx

    yi- mx `j q bgn i gbg pbhe gbgn nj pr og qgn q pg nje- ibgb pr-

    `cgb `- mgn p prgn

    Njc gb rjgn- nk qibgn q ieg ij4 Pbgn pbgn pregn njc gb gnjge pe rc gnxg pbx gbv ib zx ygn qcj pr sxzp gb pregn qji ibj pjx ibe

    ii bgn be- `ib q' Gnj q pbhe prxzg pbgn mk gj pr- `e bgn qcj

    pr ib zx pregn mgb qi kxc yk ic njc gb- gbp m j qj pbi vbk- sxg

    e- njp m-'''' Pxz gbjg jx gz cgn pbcz j lbj gnz ign i gbjx o qj mk

    q gnj ibgn pbck njc gbjx bg qe qji kxc yk ic njc gb' Pregn prgn

    bv gbgn yg vbk q `ib qp pjg pb gnj qq gnj ibgn pbgn ign

    og oi pbgn sxc sxzp gb ibxgn'

    c q bj

    Pregn j kgb kp gnj pbck njc qe rp gbjx gbk + njc gb- ii ix mi

    o- ii p ibi' Q pr ic gnj pregn kj gbk i pb i gb ig i qe qcj

    pr q c q ic b' Kj gnj i pbgn gbjx qcj pr lbi gbcx pregn ii gbk

    lbi gbcx4 qcj pr m gnj sxzp gb- gnj nz gb bgn bcz gnj pbi bjg

    bgb qj pjx `gn' Kj kp qcj pr oce nk gbgn bep gn k gnj vbj

    pjg bgb q x i gb bgn pj bgb qj kxc yk ic cgb pc'

    Kj qcj pr x ng qj kp c q gbp gb' Gnj pc mc ibg gbgn yg

    vbk pb bjg i c q q qcj pr ic kgb pregn bj- i ojp m gbgn qcj

    pr- c q k pbhe b m sxcg prgn gbp' Pxz gbjg ojx pgn ic c q i pb

    pbcz j pbhe ii pgn mv bj q pbhe i qgn c m'

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    Ii gbk gb bgn

    Bgb qj pjx `gn ign ibx gb bgn oj gbgn gbg p kcgn pgb bj

    gb gbk pbck lbe' z m gbgn gbk i gb bgn pri pjv bei njg pjv

    g bgb qj pjx `gn gb4

    Gbk pbg pbxi4 M gbgn gbk k i gbg gk pregn q pi

    gn sxc mj mg gbcx gb gn o ibc k- cgb ib- og o- gn gnbjv- ign eg-

    eg pb q ii p ibi bj lbi'

    Gbk gngn k4 M gbk k i gbg ign ibx gb bgn- pxz

    lbgn vbj m pbgb qjg gbgn i i kxg bjg `jg pregn '

    Gbk op gn4 M gbk k bgb qj- gn ic b lbgn i yibv gbg ic i gbg' I gbg pbgn i ii bgb gn pz ibcz gbgn bep

    gn- bgb qj ic ii pbgb qjg gbk op gn gz- l i ii bep gn q bgb qj

    kxc yk'

    3'3'1'0' Gbk gbg p qg bc Gg Qg be

    Qg be gg i iv g gb m kp pv bv ic gbgn i prgn q pk

    bg' qp ibp- prj pbi q i ik ic kp bj bcz kp gbk gnj pregn bj

    q m ibc gn- gnej qg bi q gnb pbxp- i iib ygn- vbgn pbi ibxgn

    ygn- b pbgn nj pr prxzg pbgn q i pjg

    Qg bc m b pbgn ii nj pr- gjk pjg- prxzg pbgn q ibxg ki i

    bgb pbgb q ng mjg qj kp bj- kp ib- kp pg nje bcz kp `g pi

    gbp gb- i mx prxzg p pb b gz ycgn pb b lbi' Qg bc m gbg p i

    og sxzp gb i kxg q bgb qj ic ieg gnj' Gbgn jx iog q nj pr-

    y ik pb- c pbib- pi vbegn q bgb qj gn k pc sxcg yp i sxc qji

    kxc yk x ibc gn og yi qg bc rjgn ojp'

    Ybj gbv q ojg j qg be

    j lbj- kp og yi qg bc ign ogb bgn oj gbgn pi gn ic ii

    pre mx qg bc lbi' Sx prgb ojg j gz ign pe rc gbgn gbx ix kj-

    gbgn bgb qj pjx `gn kj' I gbgn pre mx qg bc kj m pib ii- gbgn

    ign i gbgn pre mx kcgn pgb pjx ii g ii qg e i q bj'

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    Gbgb qg be

    Kj gg qg bc x i gbgn gbgb qg bc gb bg pe gg gbgn i

    jk i pb bg q ki bc gbv qj bj ibe gbgn pbgb qjg ic g' Ii

    gbgb qg bc pe gg gbgn vbg lbi pb prgn sxcg prgn' Bgb qj kxc yk

    ic kp gnj y ibx gb bgn ic gbgn i jk ic gbgb qg bc ic gnj

    z' Ibgn ygb bgn g y pbib g xgn- iib mc ibg sxg e- iib gnb

    gnj njj pr q pbck qgn pjg pbg ic b'

    3'3'1'8' Gbg ppgb bxgn kxc yk Kj prgn qp ibp

    Kp jx rp sxcg prgn m mk yce gnj pjx `gn ik pbz pbej kj lbjbj kxc yk' Ibgb q jx gz- ii gb ixgn iv pbgn i ngn mk ibe qji

    kxc yk ic lbib bgn prgg pb q bg ogn iib ib gbjx bg g vbg

    prcgn pr gb ygn- gbjp pregn ic bgn- k gbi q kj bgn pregn '

    Kj prgn qp ibp ig njv gbi gbgnj pjx `gn q pb bcgn ig

    kxc' Ii ic bgn ogn c vbp ii og gbi kj gbp pgn y mgn c og

    rc- pregn lbj ic bgn pv bc pb bgn gnj pjx `gn g sxz og ogb ic b

    ogn iib lbjg kj pbk ic ogb mcg pc lbv njcg bgn'

    Kp y ii zx p lbi ign sxcg prgn lbgn lk bv `g lbib kxc

    bgn m4 iib oj pr ic bgn "kx yi pregn ic bgn*- prcgn pr og gnej ic

    bgn'''

    Pbj njcg kxc yk

    Pbj njcg i kp gb bgn gbp gb g sx prgb rc sxzp gb pjx `gn'

    Sx prgb pk ljk pbgn pjg q gb nj ii mc ibg i pb o rp gng q o bg

    ib q pbj njcg' Pgn p gb pb- sxzp gb kxc bgn y o bj pbi gx gnj

    pjx `gn ibx yi v q kp pbj njcg' Gb ib rc prg- j mi gnj pjx `gn

    i pb qg kxc mj yg vbk pri ` b lbgn ik pbz bj mgn qj yg vbk ib

    oj q b lbgn i pbj njcg q jx ljg pk bjx q kxc mej lbi' Q pb-

    pbj njcg gb bgn g bx bp ii oi pregn sx prgb rc sxzp gb kxc bgn

    ic gnj pjx `gn'

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    Pk prgn

    Pk prgn ign njgn gb ik i- i i pib ii q pjx ii- gb bgn pj

    sxzp gb ibj pjx pregn pgb bxgn kxc yk' z m kp pregn gbgn sxz mxp pk

    m k gnj mk Kcrlhpjgn vbj gnbjg ix pk bjx'Pc pbgn lbgn kxc bei

    lbgn pbib kxc gbgn bgn bc ic gbgn gnj og bgn ix lgb bcz lbgn

    sxcg pk g lbib bgn'

    3'3'>' Ii k bgb- m pbxzp lbi q bgb qj gnj pjx `gn3'3'>'3' M Pbxzp q bgb qj i yxz pgb "Pbherz ea Vmcggh`

    Ohbcqjexr*

    Kj bgb qj i jx ljg ic ieg gnj x vbj prj sxc sx prgb gb njp sxcg gjk- gjk pjg i gbg `g pj gb q bgb qj i pb bjg' M pbxzp

    bgb qj i yxz pgb i Cdthg- J' "3::3*: l pbc q vbp prjg p m pbxzp q

    gbgn bgb gn i m `e "Pbherz ea _hcyegh` Cipjegy "Ajybohjg- 3:1>**' Pbhe -

    bgb qj ic ieg gnj `c prg y `g `p ic 9 zx p m4

    Gjk pjg bgb qj- sxcg jk bgb qj "Ohbcqjercm ohmjhay cg`

    cppjpx`h pe~cr` ohbcqjer*4 Zx p gz `c prg sx prgb j p gjk pjg q bgb qj-

    ycx `g pj gbgn sxcg jk gb nj pib ii bcz pjx ii q bgb qj ic i

    gbg

    Pjx ibxg gb ki "Yxodhipjqh gerky*4 oce nk y gbg pbi

    ic i gbg j qj bgb qj sxc ii pi gbg gb bgn og gnej pi gn qe

    gb og o- ibc k- nje qjg-'''- q y gbg pbi q yi v ic sxcg jk bj

    q bgb qj

    Gjk pjg q lb ggn pbi bjg bgb qj "Iegprem ohmjhay*4oce nk

    gjk pjg ic i gbg q y xp bjg ic ii gbg p lk bk bcz b prqji pbi

    bjg bgb qj< Q y gbg pbi lb ggn pbi bjg bgb qj "Vhrijhqh` ohbcqjexrjcm

    iegprem*- pbi bjg i bgb qj pb lb bcz `j qj i gbg '

    Ii gbg p gz i pb pi gn sxc mj mg gbcx- nz gb bgn pib ii bcz

    pjx ii pj ii gbg p ig mj'

    : Cdthg- J' "3::3*' Pbh pbherz ea vmcggh` ohbcqjer' Erncgjtcpjegcm Ohbcqjer cg` Bxkcg @hijyjeg Vreihyyhy-86"?*- 3>:+?33'

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    3'3'>'?' K bgb 8 gbg p pi gn pj y mcg pe ic ign gnb"@jaaxyjeg ea Jggeqcpjegy* "_enhr 3::8*

    Pbhe Hqhrhp _enhr "3::8*36- sx prgb kp y j kj pr gg vb ojg

    i njj pbib oj lb ggn mcg pe ic g sxc ii gg qg be- sxc ii i gbg

    pregn b pbgn bj' Y mcg pe m kp sx prgb k kp ij pjg kj i

    pxzg prxzg pbgn sxc ii lgb gbpgb pbhe pbj njcg njc gbgn pbgb qjg

    ic kp b pbgn bj33' Kj i gbg pregn b pbgn gz vbj prj sxc kp sx

    prgb 8 oi sxzp gb y ij pjg m- gbg pbi- bgb pbgb sxcg jk- sxzp

    gb y mc ibg- pjv gbg q vbg gn ycx pjv gbg ign gnb kj'

    Sx prgb gz ogb bgn oj 8 pbxi pgb og pregn ic ign gnb klbjg ibe kp i gbg pjv gbg bcz mej o g4

    3' Mj pb pgn j ic ign gnb "_hmcpjqh C`qcgpcnh*- y ij pjg gz igbgn x jk n ye qj gbgn vbgn pbi v `gn pri

    ?' Lb ggn pgn pbib "Iekvcpjojmjpz*- ki vb bv ic yj kj-ij pjg j qj ixi ygn ic i gbg

    9' Pgb g njg bcz vbi pv "Iekvmhjpz er Yjkvmjijpz*- ki g njgbcz vbi pv sxzp gb lb ggn ibv gbg ic i gbgj qj y ij pjg

    0' Lb ggn prj gnbjk "Prjcmcojmjpz*- gx gnj y `gn nv lb lbgpregn sx prgb pb gnbjk y ij pjg- b y mej o g

    8' Lb ggn sxcg yp "Eoyhrqcojmjpz*- lb ggn k y ij pjg i pbisxcg yp oj ii i gbg lbi p pe i bjx gn mcg pe sxc ii kgn mj i

    gbg'

    Gb qz sxc gnbjg ix q pbxzp y mcg pe ic ign gnb- pc i pb gnbjg

    ix pbj bgb qj gnj pjx `gn j qj kp yg vbk kj- gbk pe i bjx

    gn pib ii pregn qji gnbjg ix qe vbp prjg ign gnb "_!@*- vbi q ibe

    sx prgb ign gnbjv be- bjg j be- pgn mj pb igb prcgb prg prgn sxi p

    ic kp sxi njc q ic ibgb og pbg ii `ecgb gnbjv pbxi sxi njc

    36 _enhry- H' K' "?669*' @jaaxyjeg ea jggeqcpjegy "8pb h`'*' Gh~ Zerl- GZ4 Arhh Vrhyy'

    33 @jaaxyjeg ea Jggeqcpjeg- prxz iv gnz 30+63+3?- pj prcgn ~ho4bppv4%%~~~'ypcgaer`'h`x%imcyy%yzkoyzy?68%@jaaxyjeg(?6ea(?6Jggeqcpjegy'bpk

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    3'?'Pgn sxcg q bgb qj pjx `gn `ib q pr ibj jg p3'?'3' Pr ibj jg p

    3'?'3'3' Lbj gjkBhcpbhr Ibcvmjg q Ccreg _xoz "?668*\3?[ c rc gb gnbc q pr ibj

    jg p gb ycx4 Pr ibjjg p m kp pr ibji jx lbjg sxc ign i

    jg p- - gnj ibj pgn pi qj ii qp pbprg kg bgb gbk ki ib

    njj pr ' z- ibgn pc ig i gb r bcj qg ' Pbgbp- lbj gjk prg

    bk ibc i ii mej vbgn pjg i ibj gb ii pbjp o pr ibj ibxzg `gn

    "iegyemh*- ii pbjp o pr ibj jg p ik pcz "bcg`bhm`* q ii pbjp o pr ibj

    lbi "pbgn ibj bcz kz ibj gn*' Bgb pbi vb ojg gbp bjg njic pr ibjjg p m pr ibj prg kz qj pgb- q m `e gz pbxp gn gz pbgn o gbk mg

    lbj y `gn' Pbbcj- lbj gjk prg ig pbjx yp lbj iv g pgb pgn pi ic

    gnj ibj- i pb m kj ib gbg kgb pgn pi ic gnj ibj qj b pbgn k

    lbgn iv g y pgn pi njc gbgn gnj ibj qj gbcx' z m kp pbjx

    yp lb mg- oj m ibgb y pgn pi gnj+gnj kj m gbg p pe gg yc

    `gn q bv `g ibe pr ibj jg p' @e - pbhe sxcg jk ic gbk pbi bjg

    pj- Pr ibjjg pm mej pr ibj y`gn ign ijg pnjv gnj ibj

    pgn pi qj b pbgn q "bei* pgn pi qj gbcx gbk ki ib njj pr

    3'?'3'?' Vbg mejI gbjx ii iib lbi gbcx vbg mej pr ibj jg p pbhe gbjx ii pjx

    ib lbi gbcx 'Pxz gbjg- pregn vbk qj gnbjg ix ic pj gz gbk gnbjg

    ix ib pv ib zx qe 9 iib vbg ibjc vb ojg gbp m vbg mej pbhe b kz

    ibj jg p "bcr`~crh*- pbhe gj `xgn q pbhe iib ibj

    Pbhe b kz ibjjg p"Bcr`~crh*4

    Oce nk pr ibj jg p prg kz qj pgb "iekvxphr nckh*- prg ii pbjp o

    pr ibj ibxzg `gn "iegyemh*- ii pbjp o pr ibj jg p ik pcz "bcg`bhm`- oce

    nk i ii mej jg pbej `j gn q kz pgb ogn* q ii pbjp o lbi'

    3? Bhcpbhr Ibcvmjg q Ccreg _xoz "?668*4Ykcrpoeko4 Pbh Sxhyp aer Crp- Hgphrpcjgkhgp- cg` Ojn Oxily jgpbh Qj`henckh _hqemxpjeg- Cmnegsxjg Oeely ea Ibcvhm Bjmm

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    Pr ibjjg pprg kz qj pgb "iekvxphr nckh*4 M pb mej pr ibj i y

    c `gn rp mg q pb mej "nckh eaamjgh- egmjgh imjhgp bcz ~ho nckh*- ign gnb

    "gg bc vbi pv gb @eek- Ghh` Aer Yvhh`- Ypcricap bcz kjgj nckhy gb

    Vjlcibx- Cj m prjx vb*- ii gb vbp prjg "HC- Omjttcrcr`* q bgb pbi vbg

    vbj "I@- @Q@- jgphrghp `e~gmec`''*' Ign qj y vbp prjg ic ign gnb yg

    xp kz qj pgb- iekvxphr nckhy cgn gnz kp vbp prjg `e y pjg `gn- bv

    `g q c `gn ic g'

    Ii pbjp oibj nckh ibxzg `gn4 M kp b pbgn kz i pb lp gj qj

    kp pbjp o bjg pb "kg bgb PQ* gbk pe rc kp pg bjx bjg pb bgb gb- vbi

    q ibe qji ibj nckh' Ii mej pbjp o ibj nckh ibxzg `gn gz mg x pjgxp bjg qe gbgn gk 86 ic pb l pri- ibe g gcz prj sxc 2 pb b' Pbj

    lgb ice ic ii pbjp o gz m ixj gbgn gk 3::6- x gbgn gk ?666'

    Roe- Gjgphg`e ^jj bcz Vmcz Ypcpjeg m gbgn iegyemh gb k gbp pregn pb mej

    gz' Pxz sxc pbj gb ice- gbgn gbgn pc nckh gb Yxvhr Kcrje- _hyj`hgp

    Hqjm- Ajgcm Acgpcyz- Kerpcm Iekocp'qg mxg i ii nckh pb gbpj- q ign

    qg ig gbgn nckh pjv pi i ib j gb VHY- Nhcry ea ^cr- Ghh` Aer

    Yvhh`' I pb gj- gx lbgn i gbgn i kz nckh j qe mib y gz pb mgn

    nckh lbgn pb i i y vbp prjg gb gnz bk gcz'

    Ii pbjp opr ibjjg pik pcz4 Ign qj ii pbjp o ibj nckh ibxzg

    `gn- ii pbjp o pr ibj jg p ik pcz prpbgb bcj mej pbjp o vbg ign

    pbgn pr pb prgn nckh pregn kp pbj njcg `j' Gx iegyemh gj pjgn qj gbgn

    i kz gb Roe- Vmcz Ypcpjeg bcz Gjgphg`e ^jj pb bcg`bhm` ign i gbgn VYV-

    VY Qjpc bcz 9@Y' Gbgn pbjp o ibj nckh ik pcz mxg i c ibxgn oj y

    pjg `gn "gb ng- mj i pib bv yg kg bgb gg i pb kcgn pbhe op i

    x*- nj pbgb r bg ye qj ii mej iegyemh q i og ice- p ki ii mj mjg

    sxcg g l pbxp' @gbjg- ibp mgn ign gbc `gn ic ii pb mej nckh

    prg bcg`bhm` lbgn pb ygb qj nckh iegyemh `e y bg ib q ix bgb ign gb

    pgb ggn- pxz gbjg gx hk ye ygb bjx sx k mej pbjp o gz kcgn mj pb rp

    gbjx nckh pb mc ibg z m njj vbv ibe rjgn kgb'

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    jg pbej pbgn kjgb q kz pgb ogn4 Ng z- pb prgn pr ibj jg p

    mj cgn ibgn ljg kp y vbp prjg ii l kgb k ic gbgn ibji jg pbej

    pbgn kjgb "ykcrp vbegh* bcz kz pgb ogn "pcomhp*- ign qj m ixi ibz xc

    q pgb ggn- ign gnb ign gbgn `gn ic ii gb yg xp' @e m- bgn

    mep pr ibj ibz prg ii gg pgn `j gn Cg`rej`- jEY mg mp rc j v

    gn gbx ix ic gnj pjx `gn- gn pbj gnz ign ibgn p q pb sxcg prgn

    pregn qg vbp prjg nckh ic ii gb vbp bgb' Gnej rc- gbgn pr ibj gj

    pjgn pbxi pb mej VI nckh ign mjg pi i vbp prjg prg gg pgn `j gn'

    Gbgn pc nckh gj pjgn i pb lg pregn pb mej gz gb Cgnrz Ojr`y- Gjgdc

    Arxjp- Cyvbcmp Pbhe gj `xgn ic pr ibj

    Gbk Gnbjg ix lbec bi ic Begn Qg Ign "?636* c rc ii sxcg

    jk vbg mej Pr ibj pri pxzg pgn j z q peg `jg' Q og ibp- ii

    pb mej ic Pr ibj pri pxzg oce nk peg o ii pb mej i pregn Pr ibj

    jg p- i pb kp y pb mej ibgb gb4

    Bgb gn4 Nk pp i ii pr ibj i mjg sxcg g bgb gn- ice l

    ggn- y vbg gbcgb ibgn- ibgb i ic gnj ibj- pb bjg sxc lb ggn

    ibjg x ic gbg qp' z m pb mej iog gbp pregn ii pb mej pr ibj jg

    p- q ign m pb mej mg gbp' Kp y pb mej ieg ic pb mej bgb gn i pb l

    g gbj lbgn bcz Og yxgn sxc ni gbg gnj pb gbp'

    Gbv qcj4 Gnj ibj qe qcj kp gbg qp bei kp gbk qj kp sx prgb

    vbp prjg gbg qp pbgn sxc ii bep gn gb pbck njc ii y ljg- ii ixi

    ibjg- njce pjv qj ii gbg qp vb' Sx prgb vbp prjg gbg qp ic gnj

    ibj pbgn i ojx bjg sxc ii bgb pbi gb pgn iv - pgn ib y- vbp

    prjg ii l ggn-'

    Vbjx mx4 Gp iog ic pb mej gz m lbk vb ii qgn p- pk ii qp

    `gn q njj - zx p bgb gn pbgn lbgn gn l' Ii pr ibj pbxi pb

    mej gz pbgn i kp ip prxzg rp ibp ib q rp `j- j bj gnj ibj vbj

    qg `gn pr px- ign gb i mgn gbg gj ign gb y sxzp eg ibg bgn

    j pp gbp'

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    Ibjg pbxp4 Ib prgn iib sxg m gnxg pj gnxzg pri gbgn j pb `e

    kz bei gnj ibj lbi jx lbjg- bx bp x mjg sxcg g sxg j q ibjg

    prcgb' Gbg ibxgn- pb mej gz i bcj `gn ibgb m Ibjg pbxp pbj njcg pbi q

    Ibjg pbxp pbhe mp'

    Gnej gbgn pb mej prg- ibgn pc lbgn pb lbgn gbi g kp pb mej pr

    ibj kcgn pgb i pb q pe gbjx gb bgn pib ii i p vbc gnj ibj q

    bj- m pb mej Pb pbce jg p'

    Pb pbce jg p "Hyverp*4 m kp o vbg ic njj pr jg p "H+

    Hgphrpcjgkhgp*- i lbcj yjgb p ixi bj gn njc vbegn pre ibj nckh njj pr

    qj qg bc Jgphrghp qe lbegn ixj gbgn gk :6 ic pb l RR' Ibe g gcz-Pb pbce jg p lbgn gb i ibgn- qcj pr q ieg gn rjgn pregn pb

    njj njj pr jg p rgn mg' m y lp pjgb ic pjgb pbg pb pbce- y ygn pe q

    pgb ibp i ojp ic gg ign gnbjv njj pr bjg j'

    Kp iib ogb `g- pc i pb bjx Pb pbce jg p m gbgn pr ibj jg p

    kcgn pgb pb pbce' Ij pgb pb pbce z lbgn vbj m q gj `xgn- k m q iib

    ibj' Pb pbce jg p mxg j bj gnj ibj vbj y `gn lb ggn p `xz pr i

    ice- kj i gbg vbj i gbgn l ggn rjgn- vbj x p pbj njcg pv mxzg q

    bg pb gc m vbj pb bjg i pjgb pbg pb pbce4 Pbg pbjg- ign ogn q i

    pgb lp gj kj gnj' Bjg pj- prg pb njj i lbegn ?6 nckh i ign

    gbg m Pb pbce jg p- pregn i gbgn pc nckh rp sxhg pbxi gb AJAC-

    Cnh ea Hkvjrhy- Ghh` Aer Yvhh`- Ypcrircap- Ireyy Ajrh' i ign gbg m

    Pb pbce jg p- kp pr ibj oxi vbj pbc kg 0 pjx ib4

    Pb gbp- pr ibj vbj pbc kg i pgb ibp ibxgn ic kp

    kg Pb pbce jg p- m Arjhg`mz- Acjr+vmcz cg` Phck~erl

    Pbbcj- gbgn gnj ibj vbj pe gg kp ign gn qgn kgb-

    qj y mgn mg q i pgb p ibi ice

    Pboc- ii njj pbj x vbj i p ibi pbgn xzg q rgn rj'

    Pb p- j `jg ic gb vbp bgb bei ign gn nckh pb vbj i

    g zx ix ign gbg nj mg Isxcg i pbk sxzg- Qjp Gck m Bjv bj

    Njj pr jg p Qjp Gck- q ibgn kjgb i pr ibj njv gb bgb sxcg

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    gjk ygn ibe nckh pb- njv gnj ibj pbi i kgb vbj ygn i prib

    gbjk qj og pbg- njc gb q bj

    Pbhe iib ibj "Be~ pe vmcz*

    Iib vbg mej gz m vb ojg gbp pregn njj nckh pb oj iib ibj mxg

    m zx p bgn x sxzp gb y pbgb ign ic nckh bcz lbgn' Pbhe oib

    lbec peg pb ~jljvh`jc- nckh i vbg mej pbhe pjx ib gz oce nk 9 pb mej

    ycx4

    Pr ibjg njg "Icyxcm nckhy*4 m mej pr ibj jg p i pgb ` `gn

    pjv ig- mj ibj ` bjx q gk op sxz mxp gbcgb ibgn' Bg gc- ii pr ibj

    pbxi pb mej gz b prlb ggn pbck njc qe q pbep pr ibj rc ` `gn pbhezx ix' Ii pr ibj jg bgb ic `gn gz gb4 pk qp g- ix - sxg m pbj

    njcg- v bgb+phprjy bei rp gbjx ii pb mej nckh ibjg pbxp ibz prg gg amcyb

    lbi' Nckh icyxcm pbgn i og prg ii prcgn `ib q og m- ii ic bgn pri

    pxzg `gb rjgn ibe ii b kz jg p "Cvv yperh ibe jEy- VYG ibe ii `gn

    kz Vmczypcpjeg ic Yegz- bcz Roe mjqh ic Kjireyeap-'''* bcz i pbi ibj

    pri pjv pbgn sxc prgb `xzp ~ho `e pgb ` pjv ig ic g- gn pbhe i gj

    `xgn mg bgb pbi'

    Pr ibj vbi pv "Yhrjexy nckhy*4 m gbgn pr ibj i pbjp l ib zx

    prxzg p pbgn pjg- bi bj ljgb gnbjk ge ic gnj ibj 'Kp y pr ibj

    vbi pv pbk ib lbgn jx ljg m kp pr ibj jg p pbhe gnbc prxzg

    pbgn ic pbxp gn' Gnej rc- vbg kk nje `i lbgn bg pbxi pb mej pr

    ibj gz "q ` vbg kk bgn `g gb kz- bi gnej gn- q'q'''* q y lbi

    ojp ibgb y `gn gb `c prg ki ib ibgb ic pjx ign gb pxj k

    vbg kk bgn pj' Gb qj ii pb mej lbi- y k p gz njgn kp bgn `g

    bg m kp sxz gb' Pr ibj gnbjk pi m ii pr ibj pbgn mk rc qj ii ki

    ib gnej njj pr g pbxg' Q gb pr ibj ggn ip- pr ibj gnbjk pi i pb

    i pb i gj `xgn oce nk bep gn op l pb mej ge - ki ` kp y pb mej

    gb nckh mxzg pv- nckh nje `i- bcz nckh pxzg prxzg i pb i kp gbjx bg

    pregn gbk nckh gnbjk pi `e ki ib ibxzg kg ic ibgn' I gbgn nckh

    pbgn i pbjp l ibj oj kp ibxzg njc gb kp vbg ic kp ign qji

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    i pb bei pgn ign l ggn' Ibgn ign i pbi pe rc prxzg p

    gbg pbi ibgb pr bj prg kp vbxgn `jg i pb

    Pr ibj kcgn pgb nje `i "H`xicpjeg nckhy*4 m mej pr ibj bcz i

    ojp g qj ij pg m vbg kk nje `i- pregn gj `xgn pr ibj gbk ixgn

    iv ibe gnj ibj kp mgn ljg pbi gbp gb k gnj mv prgb bgn pj' I

    pb lg gb ii mej pr ibj njj sxc gbgn ix bj ljg pbi- pr ibj bi

    ib- mk peg `gb ibe pr hk bcz pr ibj k vbgn ixi ygn pbi y `gn pregn

    nje `i mxp ign gb qji jx lbjg vbgn pjg lbj pbck njc njce pbgn-''' Qj

    pb mej pr ibj gz- pj ii sxi njc vbp prjg gb K bcz Gbp cgn i ii

    gb gnbjg ix pj ii prgn j bi bgn x ib vbp prjg b pribe iibnje `i prxzg pbgn'

    Pk mj- ` i vbg mej pbhe pjx ib ge pb pr ibj jg p "qj`he nckh*

    ign kcgn pregn kgb gbgn i jk rjgn gbp gb- m pgb pbib pbi- pgb

    njj pr ice ign lbgn pbjx gbgn vbg pbgn ibe gnj `gb pbgn ixi' P

    - pc i pb pbz rgn y xp bjg ic qj`he nckh m pp zx pregn y vbp prjg ic

    lbec bi ign gnb bjg j ign gb ixi ygn ic ieg gnj'

    3'?'?' Bgb qj pjx `gn yg vbk `ib q pr ibj jg p3'?'?'3' Lbj gjkPbhe Hgnhm- Omcil~hmm cg` Kjgjcr` "3::8*394 Bgb qj gnj pjx `gn yg

    vbk- `ib q pregn pb prgn pr ibj jg p m gbgn bep gn i mjg sxcg pri

    pjv pj y pjv gbg- pjx `gn q mej o yg vbk q `ib q- oce nk gbgn sx

    prgb sxzp gb k z rc pri bei ycx gbgn bgb qj gz' Gj ii lbi- m

    sx prgb- `jg ojg pk m ic gnj pjx `gn j pj sxzp gb ibg mc bcz

    bx o mc ibg gbgn yg vbk- `ib q pr ibj jg p'

    Pregn lbj - Yibjaakcg cg` Lcgxl "?661*30 mj ibe rgn bgb qj gnj

    pjx `gn m bgb qj k gnj pjx `gn pbi bjg pregn sx prgb pk ljk kxc-

    y `gn- gb nj q mej o yg vbk- `ib q pr ibj jg p k gnj l

    qgn y pbe kg kp y gbx ix ge ic kgb' Njgn gb prg- iib gb gnbc

    39 Iegyxkhr Ohbcqjexr- Dckhy A Hgnhm- _enhr @ Omcil~hmm- Vcxm ^ Kjgjcr`- 2pb' H`jpjeg- Pbh @rz`hg

    Vrhyy- 3::830 Iegyxkhr Ohbcqjexr- Mheg N' Yibjaakcg ! Mhymjh Mctcr Lcgxl- VBJ HHH- :pb' H`jpjeg- ?661'

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    gz ign ib zx ib rc sxz prgb ibg mc yg vbk `ib q ic gnj pjx `gn

    prg pb prgn'

    Gb qz- i lb gbjx iib gb gnbc q bgb qj gnj pjx `gn- gbgn `

    gbg `j ni ge pc ign i pb rp rc i gj bk ibgb ic lbj gjk m

    sx prgb j p gbg pbi pj bgb qj kxc bgn o ibj vbj oj gbgn gbg p og

    pregn q og gnej' Oj qz- gk op i gbgn gbg pgb bgn pj bgb qj

    kxc bgn i pb njv ibe `ecgb gnbjv i i gbgn ibjg mi kcrlhpjgn bv m

    gbk ggn ice bjx sx ljgb `ecgb'

    3'?'?'?' i jk bgb qj gnj pjx `gn yg vbk pr ibj jg p@e pgb i pb ic pr ibj jg p ye qj kp y mej bgb yg vbk `ib q

    njj pr lbi- Bgb qj gnj pjx `gn pregn pb prgn pr ibj jg p i gbgn i

    jk gj op ycx4

    Bgb qj gnj pjx `gn yg vbk- `ib q i pbv `gni qj

    i gbg- vbk qj kp gbk bcz kp pibi' Qj i pb m gj `xgn njj pr y- ii

    yg vbk pr ibj jg p ` `gn pjv ig- gb bgn sxc lbib bgn m kp gbk

    j pgn gbp gb bcz kp p ibi

    Bgb qj gnj pjx `gn yg vbk pr ibj jg pogb bgn mg

    oj ii gbg pgnej yjgb "qg be- bj-igngn- njc gb-''* q gbg pgj

    yjgb"gbg pbi- pxj pi- prgb bi qg-'''* 'Pregn ii gbg p gz pi gn

    sxc mj mg gbcx- ojg ibgn mg gbcx

    Bgb qj gnj pjx `gn pr ibj jg p i nz gb bgn pj ii

    kp pregn bj' Ibjg mi kcrlhpjgn lbgn gn i pb nz rc kp y bx sx

    gnbjk prgn pj ibgb yib yi lbe sxi njc q pk m bj

    3'?'?'9' Qcj pr ic gnbjg ix bgb qj gnj pjx `gn pj ibjg mivbp prjg ic gngb ign gnbjv pr ibj jg p

    Gnbjg ix bgb qj gnj pjx `gn i qcj pr sxcg prgn pregn qji vbp prjg-

    gb bgn vbp prjg gngb ign gnbjv pr ibj jg p ign gb y vbp prjg q

    qg be- gbg pbi bj- i gnbc sxcg prgn j qj kj j pgn pregn gngb

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    ign gnbjv' Pbhe Mcry Vhrghr384Gnbjg ix bgb qj pjx `gn `ib q- yg vbk

    pr ibj jg p i gbgn qcj pr q gn `gn ycx4

    Gnbjg ix bgb qj gnj pjx `gn m kp njj vbv lbgn pb

    pbjx ic `ecgb gnbjv pregn qji c rc gbgn ibjg mi kcrlhpjgn gn

    g q bjx sx' Gnbjg ix bgb qj lbib bgn njv `ecgb gnbjv gk op i

    gbx ix- pk m ic gnj pjx `gn gbk pgn pb vbg q lp sx ljgb `ecgb' P

    pe rc i bjx gn mcg pe pp prg pb prgn q j qj kcrlhpjgn- Lbib

    bgn ibgb m gnj V_ pp gbp'

    Gnbjg ix bgb qj gnj pjx `gn njv ii gb beib gb

    ibgb yib c rc i gbgn ibgb yib ign gn vb bv' Gbgn ibgbyib gz y b prjx ibgb gbgn pgn ign gb bgn pib ii bei bg ib

    gb bgn pjx ii pj ii qg q pk m- yi lbe gnj y `gn `ib q yg

    vbk pr ibj jg p< gb bgn vbp prjg gbgn yg vbk pr ibj vb bv qj

    zx p qg be- nje `i q yi lbe ign gn sxc gbg pbi q bgb qj gnj

    pjx `gn

    Gnbjg ix pbj - bgb qj gnj pjx `gn njv ii i sxcg

    ibi ggn p ibi i gbgn ibjg `ib bj gbk lbi vbi gbgn p

    gg q gbgn gb bgn pjx ii lbi pbj ibgn gnbjg pr ibj jg p

    gnj pjx `gn' Lp bv qj ii gb vbp prjg- vbp bgb pr ibj jg p pxzg

    prxzg q pi bj ic qji gnbjg pr ibj jg p pj yi lbe- pk m bei iib

    vbgn prgb gbgn j pgn mk `gn pr ibj jg p pbi bjg gbgn bgb qj

    prj qj vbv mxp'

    Gnbjg ix bgb qj kxc bgn ig njv ibe og pbg gbgn

    gnj pjx `gn prpbgb gbgn gnj pjx `gn pbgn kjgb' P qji vbg

    pib pk m pjx `gn- lbib bgn i pb mc ibg gbgn yg vbk pregn i pr

    ibj jg p vb bv gbp- i lb ggn v gn gbx ix ic gnj pjx `gn ice

    gbp pregn njj bg q lb ggn pj ibgb- lb ggn q pbj njcg ic b'

    38 Mcry Vhrghr- Vb'@- IEGYXKH_ OHBCQJE_4PBH VYZIBEMENZ EA KC_LHPJGN-Xgjqhryjpz eaYexpbhg Icmjaergjc- ?636

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    Pk mj- gnbjg ix bgb qj pjx `gn kcgn mjx gbjx mj ib ljgb p-

    bj- qg be ibe sxi njc gj ibxgn- ii `ecgb gnbjv bep gn pregn kj prgn

    ljgb `ecgb pregn gi gj rjgn- i ojp m gbgn `ecgb gnbjv bep gn pregn

    gngb ign gnbjv pr ibj jg p- gngb ign gnbjv k bjg gcz Qjp Gck

    i iej m gbz ik- nz gbjx mxgn ` mxg prj ibjx'

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    IBGN ?4 BGB QJ PJX @GN YG VBK @IB Q P_IBJ JG PQJP GCK

    ?'3' Pbi prgn gg ign gnbjv pr ibj jg pQjp Gck

    ?'3'3 Ybgb pbgb q vbp prjg ic gngb ign gnbjv pr ibj jg p?'3'3'3 Ybgb pbgb q vbp prjg ic gngb ign gnbjv pr ibj jg

    ppb njj

    pgn q 3 vbgn pbi mjg lp njc zx p pr ibj sxc q pxzg i mg

    x pjg xp oj _cmv Ochr- kp l yjg p- qe gk 3:83 p gg kgn

    ibe y vbp prjg ic gngb ign gnbjv k bjg gcz i iej m kp pregn gbgn

    gngb ign gnbjv njj pr i `ecgb pbx mg gbp- Gngb ign gnbjv pr ibj jgp' Pxz gbjg- vbj g 38 gk ycx- qe gk 3:1>- gn ign qj ii l y ic

    kgb kj i pb bjg pbi be pgn ic kgb ogn qji pe rc pb b pr ibj

    jg p pgn pi x pjg k i pb ibj i prg q pxzg "Bhrkcg- Ber~jpt-

    Lhgp- ! Kjmmhr- ?66?*' P pj gcz- gg ign gnbjv pr ibj jg p prj sxc

    kp sx prgb `j vbp prjg- ibjc pbgb 9 njcj eg ibgb4

    Njcj eg ylbcj "3:1>+3:26*4 Ii pr ibj jg p pregn njcj eg gz i

    i jk ibxgn m ig rp g njg- `e gngb ign gnb pbgn pjg ign ibc pbiy vbp prjg' Gk 3:>3- b kz pr ibj jg p pbgn "Circ`h nckh yzyphk*- bcz

    ig i ojp g qj ij pg pr ibj jg p gn Qjp Gck- x pjg i vbp

    bgb' Gk 3:>?- Qjtje yg xp E`zyyhz- b pbgn pr ibj jg p njc gb x

    pjg "bekh iegyemh yzyphk*' Ign pregn gk gz- Vegn i vbp bgb' Gk 3:>2-

    Gjgphg`e oi qe gngb ign gnbjv qj qji vbp bgb kp y pr ibj ibe b

    kz jg p pbgn'

    Njcj eg ogn g q ign gnb pr ibj jg p"3:26+?666*4 Pregn yxp

    gbgn gk ycx 3:>2- Gjgphg`e pbgn pr gngb ign gnbjv pr ibj jg p-pxz

    gbjg qe gbgn gk 3::6- g op x vbj j kp qj y igb prcgb p ii gb

    yg xp qj o m 31 ojp' Gk 3::0- ign gnb ic Gjgphg`e qp sxc qj

    kp o m 9? ojp -kp ixgn iv ic Yegz qj njce `jg jx lbjg Vmczypcpjeg'

    Gjgphg`e prmj qe gk 3::1 qj Gjgphg`e 10 gbgn g prgg zx pb oj ii

    ign gnb pjg pjg ic Yegz Vmczypcpjeg ? qe gk ?666 q y njc gbv ic

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    Kjireyeap qe pb prgn qj Roe gk ?663' Gnej rc- njcj eg gz- qj y vb

    ojg ic Jgphrghp q kz pgb i gbg- ii pr ibj jg p prg VI i rc j qj

    ii pr ibj i lb ggn lp gj gbjx gnj ibj 'Q ign gnb vbg kk q gj

    `xgn pr ibj- i gbjx gbgn vbp kjgb gn qcj pr sxcg prgn gb b pbgn

    m pr pbgn kjgb gbg pe "CJ*- pgn pi pbj njcg pbi bcz y xp bjg ic

    be 9@-- ggn ice y prj gnbjk ic gnj pjx `gn pregn pr ibj'

    Njcj eg bjg gcz "?666+?636*4 Pbv gjg x pjg ic pb l RRJ ibe

    pbz yj kj prg i b kz ibj nckh q kz pgb i gbg- q pb prgn gnz

    ign igb prcgb ibe ii b pbgn pr ibj jg p ik pcz- jg pbej- ii pbjp o y

    `gn bjx bgb jEy q i ojp m y xp bjg ic kz pgb ogn' Pregn m yj mg ic pr ibj jg jg p pri pxzg q pr ibj pb pbce jg p "hYverp*'

    Prg pb prgn ibx - pbhe y mjx kj gbp -pb vbg ic gbgn yg vbk

    pr ibj pri pxzg ic Bg Sxi njk p 08( pregn gk ?668 p 83-:( gk ?660

    pregn gk pb 9 mjg pjv' P gk ?663 g ?668- gngb ign gnbjv pr ibj jg

    p Prxgn Sxi pri pxzg i y vbp prjg gbcgb ibgn- pbhe y mjx p Pgn ii

    Oe ib q Rxp og "NCVV* Prxgn Sxi'Pb prgn pr ibj pri pxzg ic Prxgn

    Sxi i ` oe y pgn mg 1?9 prjx XY@ pregn gk ?661 p $ 069 prjx XY@

    gk gnej pri lbj pgn qp g $ 3-3 p XY@ pregn gk ?662' Y mgn nckh pb

    pri pxzg i ` ljg y qp sx 99-1 prjx pregn gk ?661- pgn ?>-1( ye qj

    bg ?1-9 prjx pregn gk ?668- pbhe ` mjx31'

    Gngb ign gnbjv pr ibj jg p pb njj i ` ljg y pjv pi vbp

    prjg qj kp pi gbcgb ibgn pregn gbjx gk pj- qj ibj pjx mjg sxcg pj pr

    ibj jg p yp 33? p XY@ qe gk ?6383>' Pxz gbjg- y pgn prgn gbcgb

    gbp y pj qj pr ibj prg `j gn' @ecgb y og bgn q y `gn ii kz jg p

    ik pcz- oce nk i gbgn gnj ic Yegz bcz Gjgphg`e- y ibk ign q ii

    nckh pb pr mc ibg ibe kp jg pbej pbgn kjgb bei kz pgb ogn pbcz q

    31 Cyjc Pjkhy Egmjgh "?661*-Y Lerhcg nckh ajrky ~cgp pe vmcz jg Ibjgc- prxz iv ?2+63+3?- pj4

    bppv4%%~~~'cpjkhy'iek%cpjkhy%IbjgcUOxyjghyy%BB3?Io63'bpkm

    3> GJIL OJMPEG "?633*- Qj`he Nckh Jg`xyprz Iegpjgxhy Kcder Nre~pb- Ncrpghr Yczy- Pbh Gh~ Zerl Pjkhy- prxz i v

    gnz ?2+63+3?- p prcgn ~ho4 bppv4%%ojpy'omeny'gzpjkhy'iek%?633%6>%68%qj`he+nckh+jg`xyprz+iegpjgxhy+kcder+nre~pb+

    ncrpghr+yczy%5yiv;3!ys;nckh(?6jg`xyprz!yp;iyh)

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    kp pbjp o ibj nckh ibxzg `gn' Pr ibj prg jg pbej `j gn y pgn prgn

    p 38( gk ?636 mg ?6( qe gk ?638- y pjg mg gbp ic pgn prgn ye qj

    ii gg pgn ic ii vbgn pjg ibj lbi'

    @ecgb pbx ic ii pr ibj eg qj`he i gbg vb ql mi pri - q

    `- x gk ?633 Cipjqjyjeg- pr ibj jg p ice iv ibe ii Roe q VY9- i

    og prg 186 prjx XY@ pregn ib 8 gnz og x pjg '

    ?'3'3'? Ybgb pbgb q vbp prjg ic gg ign gnbjv pr ibj

    jg pQjp Gck

    Pb prgn pr ibj jg pQjp Gck i bgb pbgb p gk 3:2>- ycx

    ibgb yib ij iib j kj< kic gg ljgb p- pbi bjg ljgb p pb prgn gbbgn bj q ib gnbc qj y xp bjg ic ii b kz pr ibj njc gb- b

    kz ik pcz i ii `ecgb gnbjv gb- mii pbgb vb mg gbv lbx p gi

    gnej g pcz gnj pjx `gn' Pxz gbjg qj nj pbgb ice- pb prgn pr ibj jg

    pQjp Gck pregn njcj eg p 3:2> g ?666 ibc i gbjx lbj yi

    Qe pbgn 1 gk ?669- pb prgn pr ibj pri pxzg Qjp kj op x bgb

    pbgb p qj y xp bjg ic vbgn pbi lp gj jgphrghp C@YM pj Qjp Gck '

    Gncz ycx - ? pr ibj pri pxzg x pjg i xp bjg Qjp Gck- ibgb m

    KX ibc i gn l q NxgOexg` ic gb vbp bgb Cyjcyeap bgb xp bjg

    qe ixj gk ?669 q x gk ?660' Pbgn : gk ?660 -QGN- pv eg ixgn iv

    q vbp prjg `ib q gj `xgn y bgn x Qjp Gck bjg gcz- i pbgb mv qj

    pc nckh vbp bgb x pjg m Q Mk prxzg l qe gk ?668 gb kp yg vbk

    qj ix bgb gb- bc ` gbg q mj ibj bv `g' P g gcz- pb prgn pr

    ibj pri pxzg Qjp pr gg bv `g bg oce nj bp qj y njc gbv ic gbjx

    `ecgb gnbjv qe pb prgn- pregn i gbjx pv eg mg q ign gnb pbgn pjg

    gb AVP q QPI'

    Pxz gbjg- Qjp Gck ib i gngb ign ign gnbjv pr ibj jg pgn

    gnbc lbj ii x p gb QGN x p vbp prjg ii ` g yg xp pr ibj pri

    pxzg pbxg Qjp x pjg m pbxg pbjg ljk' P gngb ign gnbjv pr ibj

    jg p Qjp Gck i `z ygn oj pre mx ibz xc yg xp nckh kcgn pbgn

    bjx Qjp g p gbgn ypx`je mg g qc q gb gb QPI Egmjgh qj bg 1 ` g

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    vbp prjg nckh gbjx pb mej qj pgn y qg mg pj bgn ibi pgn- AVP

    egmjgh qj 9 ` g q kp y ypx`je qc q gb lbi' Gbg mj sx prgb vbp prjg

    ic gngb ign gnbjv pr ibj jg p Qjp Gck- qj kp gg ljgb pcgn ibxzg

    gn kgb pbhe ii mg ygn p ic ign gnb pbgn pjg q qjg pbgn "JIP* pregn

    pbj njcg ng z- Qjp Gck beg peg i lb ggn z `gn pbgb ign kp gngb

    ign gnbjv pr ibj pri pxzg pregn lbx qi' Gk ?668- Qjp Gck i pj :-1 prjx

    gnj `gn Jgphrghp' @ pgb- ki pgn prgn lv bgn gk "ICN_* p ki

    30-:( qe njcj eg ixj ?66:'

    Pregn gk ?668- Qjp Gck i gn nv gn l q kp nj pr pbgn kj

    pregn y 3-9: p XY@ pgn nj prgn nv ic lbx qi ibx %Pbj Ogb @gnlbgn oce nk Gbp Og "CVHD*' Pb prgn pr ibj pri pxzg "nckh egmjgh* ic

    lbx qi gz ` ljg p ki pgn prgn lv bgn gk ?3( p ?661 g ?636 q

    p ieg y 9-1 p XY@ qe gk ?636'Y pgn prgn `c prg y mgn gnj ibj

    pbxi ii pgn mv lbi gbcx cgn njc pgn pregn ign gn gbgn gnj ibj

    nckh egmjgh'

    ?'3'?' Ii gbg pgb bgn pj ybep gn ic gngb?'3'?'3' Ii gbg p Qk

    Ibgb pr vbv mxp

    c* Zx p vbv mxp

    Bjg gcz pj Qjp Gck ibc i kp qg og vbv mxp ibgb pbi q iib sxg

    m gngb ign gnbjv pr ibj jg p ge lbi gnej pbgn p mjg pib y

    16%?661%PPMO+OQBPP+OOIQP+OIC gnz 63%1%?661- pbgn p q iib sxg m

    pr ibj pri pxzg pj Qjp Gck' Pxz gbjg `e i ocg bgb pj pbj jk pbprgn pr ibj jg pQjp Gck kj op x bgb pbgb ign qj y pbjx ljgb

    gnbjk pbi p -g gcz pbgn p 16 lbgn prgb lbj gbgn pbjx yp pregn b

    pbgn ii sxz gb q lbgn op lv i y vbp prjg ic gngb ign gnbjv pr

    ibj jg p- jx j bj ig vbj i kp qg og vbv mxp bcz `j vbv mxp

    kj q iib sxg m ign gb b prgngb ign gnbjv ig geg pr gz gi

    pc' Oj qz qe gnz ?1%60%?636- O PP!PP prgb Pb pgn Ibgb vb og `

    pbe Sxz ib q sxg m- ixgn iv q y `gn `ib q pr ibj pri pxzg- O

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    Qg bc Pb pbce @x Mib o yxgn pbk ii sxz gb q sxg m pr ibj lbgn

    pri pxzg gbk ggn ice bg gc ibp mgn- bjx sx ign pi sxg m gb gi

    pregn mgb qi pr ibj jg p gj ibxgn' Pbhe - O c rc 8 njj vbv- pbhe

    m 38 gj `xgn i pb pregn lbj ibi sxz ib kj oce nk ii sxz gb q

    ljgb `ecgb `ib q gb sxg m nj ibj- gnj ibj< njk pbjx pj c ii gj

    `xgn i zx pj lbgn q ii k pbcgb- bgb gb k p lk pbhe< pk `gn

    pbi bjg sxgn ie pr ibj pri pxzg `j kj bgb pbi32- gn pbj pbi bjg

    ii ojg vbv mx `j gb beg pbjg sxz ib sxg m pr ibj pri pxzg kj prgb

    Ibgb vb- lbxzg lbib x p yg xp pr ibj pbxg Qjp mgb kgb- i pgb

    nje `i ice- pgn ign pbcgb prc- njk yp q m gbgn ycj vbk ic `ecgbgnbjv ixgn iv `ib q pr ibj pri pxzg- ign gb ii j m- iybep gn

    ljgb `ecgb pregn mgb qi gz- q ixj ign m pib ii vbj bv qj ii O- Gngb

    p Prxgn gn g c vbgn pregn qji sxg m mgb qi gz' Ki ` qz

    gbgn gbgn njj vbv prg ic O qg gz rc gbgn op iv' Pb gbp- ib iv

    pj gbgn njj vbv- sxz gb ib v `gn qj j pgn pr ibj pri pxzg pregn

    lbj gbgn pr ibj jg p lbgn pri pxzg "nckh eamjgh* mj lbgn i iv

    pj' Pb bcj- njj vbv i gx rc ib kcgn pgb gb bgn ibxgn ib lbgn gx

    rc i iib pbi bjg gbgn njj vbv gb pb ge ibe bjx sx' Pb oc- qji

    gb nj- vbg mej nckh ibe pgn mc pxj qg lbgn i iv- ki ` pjx ib

    i O iv vbv bep gn mj vb pbxi vbg mg qe ii zx p- pjx ib q

    gj `xgn' Qz mej pr ibj jg p gb pb ge pb i gb nj m mgb kgb q

    i pgb nje `i- bcz ki oe mi gb pb ge mj ibc i vbg mej bcz

    iv pj pregn ii qg og mxp bcz `j mxp'

    Kp pregn gbgn qg i ojp cgn sxcg pk bjg gcz ii sxi njc cgn

    vbp prjg gb Qjp Gck- Prxgn Sxi m sxzg ybx pr px' j qj pr ibj

    jg p lbgn pri pxzg "nckh eaamjgh* gj rjgn q ii mej vbg kk- ii mej gj

    `xgn njj pr y gj ibxgn pb b pbgn mxp q og sxzg-q oe b sxzg ybx pr

    px m i ojp sxcg prgn- oj lbgn njgn qj ii mej yg vbk qp ibp- yg

    32

    8 gbk njj vbv sxg m nckh egmjgh- Isxcg j `jg o PP!PP pj Pv'BIK- prxz iv gnz ?:+63+3?-p prcgn ~ho4 bppv4%%kji'neq'qg%pjgpxiyxljhg%pjgbecp`egnixcoe%Prcgn%8gbeknjcjvbcvsxcgmzegmjghnckh'cyv

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    vbk y mxg ` `gn o yce ibv q vbp pg gbcgb pbgn sxc ii `ib q ibjc y

    pri pxzg prg jgphrghp- i ojp m sxc bgb pbi ibjc y gncgn bgn "V?V*- pregn

    gbgn vbg kk- nckh q qj`he i nj pr ice q ljgb p m gbgn pbi yce

    ibv vb ojg gbp' Ki ` Qjp Gck i kp b pbgn vbv mxp q ybx pr

    px "O mxp ybx pr px ?668* gbgn pbi prgn pgb bgb qj vbk q pj vbk

    pregn mgb qi ybx pr px qg `jg rc rp vbi pv q gbjx mgb qi lbi gbcx'

    Pbi pibe pbz lb ggn pbi pbj vbv mxp pregn oe b sxzg ybx pr px ic

    ii isxcg ibi ggn bg ib< b pbgn vbv mxp qoe b sxzg ybx pr px

    ig ibc ibp ib- pbjx gn o- pbk ib ig ibgn ibe- lbgn pbgn gbp njc

    Mxp Ybx pr px qj O mxp Bgb ygk 3:::3:

    ' Bg gc qji pbi pbj mxp ignz rc gbjx op iv lbj gj pj pb prgn nckh eaamjgh Qjp gck x ng mjg qj

    nckh lbgn og sxzg "ircilh` nckh*'

    Pk mj- B pbgn vbv m pj Qjp Gck q ign pi sxg m- lbxzg lbib vbp

    prjg i sxcg pk ib oj ii gb beib gb ibgb yib gbgn gk ng

    z- pxz qg ig gbjx gbgn jk bg ib gb ig ibc ibp ib- pbjx gn o-

    y ibgn ibe pregn ign pi sxg m'

    o* Zx p q ibgb pr

    Qjp Gck m kp pregn y p ii gi pbhe b pbgn bj Ib Gnbc R Bj

    prg pb njj bjg gcz og igb kp y gi gb Prxgn Sxi- Prjx Pjg- Me-

    qj gbgn i jk m i pgb g gb ice pregn ii zx p xgn p ibgb pr- gnej

    njce ic pb ib vbv mxp pe jx ljg pp ibe bep gn ljgb `ecgb ic `ecgb

    gnbjv' Pregn - pbhe bjg vbv 3:2?- vbv mxp Qjp Gck gnbjk ik ii bgb

    qj kcgn pgb ibp lbib gn nz ibjc r lbj eg lp `g pi p ii pb mi vbg

    gn pregn q gnej gi gb pxzg prxzg- ojx pgb- ibgn vb gb gi q ii

    bgb qj nz rj meg prp p ign ign'

    Ljgb p

    Kj prgn ljgb p m kp pregn gbgn gbg p sxcg prgn sxzp gb y vbp

    prjg ic kp `ecgb gnbjv bep gn kj gngb- pregn i ign gnbjv pr

    3:

    Gnxzg Kgb Bjg"Qjg ljk yp Gbg `g pj ice*-Oe q sxzg ybx pr px- Oe gbg `g y gnz3>%68%6:'

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    ibj jg p- prg mgb pb ic kp sxi njc oce nk i `ecgb gnbjv gi gnej

    x p qe pb prgn q `ecgb gnbjv gj c' Pbhe - gbgn zx p ib ibp

    pregn gg ljgb p ic kp sxi njc k pc pbgn sxcg pk m pgn prgn ljgb p-

    p m mk vbp- ki ygn- iix `g i q y vbg ibc njcj pgn bj-

    Q pi vbp prjg ljgb p- Pi pgn prgn N@V ic Qjp Gck gk ?633

    i y njk pi r rp ye qj gk ?636' Lp pbi gk ?633- ljgb p Qjp Gck p

    ki pgn prgn N@V m 8'2:( qj N@V sx 3 pgn 8-8>(< sx ? pgn 8-12(< sx

    9 pgn 1-6>( q sx ixj gz pgn 1-3(' Pbhe pgn ii pbgn l Qjp Gck Pi

    pgn pgn yg vbk pregn gi gk gcz pxz pbv bg ki pgn 1->2( ic gk

    ?636 gbgn pregnjx ljg pgb bgb yg xp rp lb lbg q i gi pv prxgnxpjg ljk ibmk vbp- g gb ljgb pqk pb ki pgn prgn prg m lb ice q

    bv m?6'

    Q p m mk vbp- ib y IVJ pregn gk ?633 i mi pgn mg bg ?6( q lp

    pbi gk qj ieg y 32'1( `e gbjx gnxg gnxzg gbg lbi gbcx "nj gnxzg

    mjx gbv lbx pgn- pbgn prgn pg `gn sx ice- bjx sx y `gn gnxg qg

    lk- iix ljgb p mi bx- pbk bp gng yib mg-*' Gx pgn kgb- pbcgb

    lbeg lk p b pbgn pj ibgb+ gng bgn qe pgb prgn oe gn' Qj gnb

    gb 33- ibgb vb rc sxzp pk pbi bjg ibgb yib pj lbe- pjg p pbp ibp

    gbk pbhe xj ki pjx bz yjgb pgn prgn- ljk ib mk vbp- g gb ljgb p

    qk- ggn ki mj yxp ibe qcz gk ?633 ic b pbgn mjg gng bgn mg ki

    prg ?6( q ii gngb vbj yg xp gb op gn yg q ibgn lbeg lbgn i

    qcz qg nz gb bgn lbgn gbg pgb bgb yg xp ic `ecgb gnbjv pregn

    gi' Mk vbp ice ign qj pbx bv yg xp `e ibgb yib pbp ibp pjg p lbjg

    ibe lb ggn pjx pb bgn be ic peg pb prgn njk'

    Q ibjg mi vbp prjg ljgb p njcj eg ?633+?6?6- gb gi ib prgn

    pbi bjg ii ki pjx ggn N@V ogb sxg x gnj z lbegn 9'666 XY@- oe

    k g gb ljgb pqk' Rz `gn iix ljgb pign gnbjv- ggn gnbjv- `ib

    q bjg j- bjx sx' P prgn ii gngb ign gnbjv q `ib q ibjk lbegn

    ?6

    Cgb Sxg"?633*- Pgn prgn N@V gk ?633 p 8'2:(- prxz iv gnz 96+63+3?- p prcgn ~ho4bppv4%%qghiegekz'qg%?6333??:6:319?>>1V6I::?6%pcgn+prxegn+n`v+gck+?633+`cp+82:'bpk

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    28( pregn N@V' Nj pr yg vbk ign gnb ice q yg vbk gn `gn ign gnb

    ice p lbegn 08( pregn pgn N@V' Nj pr yg vbk ign gnbjv ibpe ibjk

    lbegn 06( pregn pgn nj pr yg xp ign gnbjv'?3 ' Gb qz- qj qg og ic

    gn X q ibjg mi ign gb ki pjx x pjg vbp prjg ii gngb `ib q ign

    gnb ice- q ign gnbjv pr ibj jg p lbgn gk gnej x pb lbj k gngb

    gz gk nj p prgn mg q `ecgb pbx ic mgb qi ign gnb pbgn pjg'

    Prjg qgn vbp prjg ljgb p pregn pgn mcj ign m kp pregn gbgn zx p

    gb bgn lbgn gb pj bep gn ic gngb ign gnbjv- vbg gb zx p gjk

    pjg ic ii gb x p qe gg ljgb p' Pbhe vbgn pbgn kj Ibx x

    "HxreIbck*- Qjp Gck pp 2 oi pregn oe ie Kj prgn ljgb `ecgb ?63?ic Gng bgn Pbnjj- v q pr pb:2 pregn pgn y329 gi- le pbhe y yp

    njk qx p gi gnej A@J- lk ycx qg m qg mk vbp- pbk bp ig

    ig pbgn kj- p nj gnej bj- gbgn i i ij pbjg ye qj gk ?633 lbj mk

    vbp i ` oe njk xgn lbegn 33( "pbhe ` oe ic BYOI* q N@V pgn

    p 8'2:( mg 1'8 "pbhe ` oe ic C@I*' Ki ` qe ixj gk ?633- ii gng

    bgn gn mej pbgn oe b mj xp ibe qcz xgn p 3+?( ibe pbz pg bjx q

    lb sxcg q prjg qgn pgn prgn x p- yg xp gk ?63?- yegn bx bp ii

    `ecgb gnbjv- i ojp `ecgb gnbjv qc q gb qg lbgn pb pjv ig i

    gnxg qg qcz pgng bgn?? lbjg ibe bep gn yg xp p ii `ecgb gnbjv

    qc q gb prgg gb pr'

    Lp mxg- kj prgn ljgb p i gb bgn lbgn gb pj bep gn ic gngb

    ign gnbjv pr ibj jg p ign ii gngb ign gnbjv lbi pregn gg ljgb p'

    Nj i mhe pbcgn ign qj y pbjx qg ibe yg xp `e ibgb yib pjg p pbp ibp

    q ki pjx igb p nj ic gng bgn Prxgn gn- i ojp m qj ign gnbjv

    yg xp pr ibj jg p ig kp mgn qg mg vbp prjg'

    Ign gnb

    Kj prgn ign gnb m mi mgn sxcg prgn sxzp gb y pbgb ign bcz pbp

    oj ic kp sxi njc pregn pjg prgb ign gnbjv be bjg j be' Prgb ign

    ?3

    Qg og gn X "?633* -Ibjg mi vbp prjg ljgb p+ bj ?633 ?63???j @gn-B mj xp ibe qcz4 nji kc- Pjg vbegn egmjgh- y gnz 96%63%3?

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    gnbgn pbj vbg gb ggn mi igb prcgb njc ii sxi njc pregn pjg prgb bjg

    j be' gb nj i zx p kj prgn ign gnb Qjp Gck- gbk gnbjg

    ix y vbg pib- i gb pbhe gbgn pjx ib ycx4

    Pb gbp- m pgb prgn vbp prjg ljgb p' Pbhe y mjx p Pgn ii Pbgn

    l Qjp Gck- sxz k gg ljgb p ?633 i p 3:: p XY@- qj ki N@V ogb

    sxg x gnj p prg 3-966 XY@%gk' Og igb pi vbp prjg pbxi gbk

    ii gi i ki pgn prgn gbcgb gbp pb njj- pb b pbgn nje `i ign m

    kp pjx ib sxcg prgn gb bgn pj y vbp prjg ic ign gnb ic sxi njc' B

    pbgn nje `i Qjp gck i ibjc mk gbjx iv oi lbi gbcx oce nk p kk

    geg g ice gn- -j bi- vb bv pbhe pgn pxj- pgn njcj eg vbp prjgpk yjgb m- ign gb pb ibp ieg gnj' Pxz gbjg b pbgn nje `i q e pe

    ibc pbv gn i zx ix e pe gnxg gbg mi Lbec bi q Ign gnb

    ibp mgn ice- i ojp j qj ii mgb qi lbec bi ign gnb pjg pjg pregn

    i ign gnb pbgn pjg'

    Pb bcj- pgb prgn iyb pgn qp ibp q ii `ib q b pr' Pbhe gbg

    gb ic ibxzg njc pbxi ylbec bi q ign gnb pbgn pjg Gnb Cg- Pregn

    jx ljg Qjp Gck- ibp mgn `ib q ignig c kj pi zx ix?9' Bg

    gc ign ig ibc gbjx kp bg ib q ibp mgn nje `i- z p q i ojp

    m lbx qi bgb ibgb ign- lbx qi k pg pj lb vbojg ig m qg og vbv

    mxp ocg bgb pbjx gn o- i gbgn kx pbxg q lbgn bv m gg bjx mi q

    bjx sx lbgn ice' Pregn ng ?8 gk j kj- b pgn ign gnb Qjp Gck i

    gbjx y ibxzg ojg r rp- i ojp m pregn mgb qi ign gnb pbgn pjg qj gn

    `gn gnz ign yx qe pregn ii mgb qi j ygn- ljgb p q sxg m gb

    gi-Pxz qz ye qj kp ogn gbjx gi prg pb njj- iyb pgn LB!IG

    Qjp Gck ig lb mi bx ibc v gn i ibe ii bep gn gnbjg ix iog

    ign gbgn `gn'

    Pb oc- gnxg ig o lbec bi ign gnb q ibj vb ibe gnbjg ix prjg

    lbcj' Qj pjk mi q ieg gnj mg- ibe g gcz gi pc e pe i prg

    ?9 IGN PBGN PJG JG PBEP GN LBEC BI IGN GNB GNB CG-@ib q ign qj

    vbp prjg ljgb p+ bj- prxz iv gnz 96+6?+?63? bppv4%%~~~'gnbhcg`eyp'neq'qg%qgg%`jib+qx+iegn+qej+vbcp+prjhg+ljgb+ph+c+bej+v?p?:i93c0>30'cyv

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    3-2 prjx ig o i prgb j bi q ice gn prmg qj prg 96 gnbg gnj i

    prgb prg j bi "prg 30 gnbg pjg y q 31 gnbg pbi y* q lbegn bg ?

    prjx ign gbg l pbxp< pregn- i lbegn 90 gnbg gnj cgn mk qji pri

    pjv pregn mgb qi LB!IG pbxi lbx qi gb gi?0qj lb ggn pjv pbx gbcgb-

    mk ibi prj pbi- ign gnb bjg j' Pxz qz- gnxg qg ibj gng yib gb

    gi ibe bep gn gnbjg ix ig bg bv- lbegn ?( p m ibj gng yib- `e

    ibp mgn ic ign ixi gnbjg ix lbec bi pj Qjp Gck m lbgn ice

    Pb p- pgb prgn lbec bi ign gnb pregn b pbgn yg xp q nje `i' Q

    b pbgn yg xp-gngb ign gnb pbgn pjg gn nv kp vbg lbgn gb qe

    N@V bgn gk ic Qjp Gck qj pgn `ecgb pbx pbgn 3?%?636 i pgb m >'1?:prjx XY@- pi pgn prgn q`ecgb pbx gk ?636 m ?9'>3(' Pregn ign

    gnbjv gj `xgn yi ki pgn prgn ice gbp "9:'>3(*?8' Ljk gnib xp lbx

    ii kp bgn jg p- ign gnb pbgn pjg p 8'131 prjx XY@ pregn ign kp pbj

    l' Pxz gbjg- c y m gbgn yg vbk ign gnbi njc ign- i nj pr njc pgn

    pbv q m ign gnbi gbv lbx p gi gnej' Q nje `i- i gb gi

    sxcg pk q x pjg x p q vbp prjg qj gng yib bgn gk ibjk p prgn ice

    pregn ibj pjx gng yib qj b pbgn nje `i vb iv pj kj qgn kjg prg i

    gi- prcgn pbjp o pregn njgn q `z bi i ij pbjg qj gbjx prcgn pbjp o

    bjg j gb kz pgb- kz ibjx- vbgn pb gnbjk- 'Prj mj- lbgn pb vb

    gbg qji b pbgn ii pj mjx vbi q ibxzg gngb ig gnbe gg- ib zx i

    ojg `ib p ii pi vbk gi gnej- vbgn vbv e pe gbg mi ig gbjx op

    iv'

    Pb gk- Ick lp iv qk j qj Lbec bi Ign gnb ibe vbp prjg'

    Pbhe Sxzp gb y 3?00%S+PPn gnz ?8%>%?633 ic Pb pgn Ibgb vb- gb

    gi ick lp pbi bjg- ibe pbi bjg ii ki pjx- vbgn bgn -gbjk q

    lbec bi q ign gnb njcj eg ?633+?638 qj pjx ib ggn ice y mgn- ibp

    mgn ygn ib lbec bi- vbg o iix gbjk q gnbjg ix q vbp prjg 9666

    `ecgb gnbjv lbec bi q ign gnb'

    ?0

    O Lbec bi q Ign gnb- Pbi prcgn lbec bi q ign gnb Qjp Gck- 60%3?%6:?8 O IGPP!PP- Yib prgn IGPP ?633-pr'01-Gb xp og Pbgn pjg q Prxzg pbgn

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    Pk mj- kj prgn ign gnbQjp Gck cgn i gbgn oi vbp prjg r rp

    pregn ng ?8 j kj pp i ii mgb qi' Pregn gj op m ign gnb pbgn pjg

    qj gbjx pbgb px pe mg gbe i gnxg gbg mi ibp mgn ice vbi q

    ibe LB!IG- vbp prjg iyb pgn ign gnb q `ib q b pr- lbxzg lbib

    x p gnbjg ix pregn i ii isxcg gb gi mg p gbg q ggn ice p prgn

    xp lbx ii yg vbk ign gnb ibp mgn ice- Pxz gbjg- qg ig pg pj

    gbgn kp bg ib- pregn vbj lg ign pi sxg m- x p ibe lbec bi

    lbgn bjx sx- prcgn pbjp o ig mi bx ye qj gbgn iyyg xp pjg pjg ign

    gngb- b pbgn `ib q LB!IG- oce nk pbgn pjg LB!IG- p qg ibxzg njce

    ign gnb- ybx pr px- pjx ibxg + e mgn + ibp mgn ig zx lk i q iyqp ibp q ggn mi ixgn iv `ib qv gn ii zx ix ic bj gbv lbx qi

    q sxi p- pbjx y mjg lp bx injc gnbjg ix LB!IG- nje `i + e pe q

    yg xp + ljgb `ecgb

    Qg Be R Bj

    Kj prgn qg be bj m peg o gbgn bep gn j ygn qg be ic

    kp sxi njc' Kj prgn gz oce nk prgb bi qg- prgb qg be- pg nje-

    pg gngn- gng gn- Pregn prgb q qg be i gb bgn mg pj bgb qj

    pjx `gn q gbx ix pjx `gn kj sxi njc' Gnej rc zx p qg be ig gn

    qcj pr sxcg prgn pregn ibgb yib- bep gn nje `i ic sxi njc' I pbjk

    sxc gbgn i jk ic kj prgn qg be Qjp Gck sxc gbgn mgb qi ib zx4

    Q prjp bi q ppgn- Qjp gck ibx gbjx gb bgn ic b pbgn m mxg

    prjp bi gi gnej- pregn i y `xgn bv njc vbp nje- gbe nje- e nje p

    pbj l vbegn ljg- ycx m y `x gbv qj gg qg be vbgn pz pregn pbj l

    Vbv pbxi q ixj ign m p pgn ib gnbc ki+mgjg qe x pb l ?6' @e -

    Qjp Gck ibe g gcz qg lbgn i kp b pbgn m mxg prjp bi q p pgn

    rjgn- pbjx prjp njc pk isxi p- gbgn lbgn i gnbc m lbgn i gbgn prjp

    m ygn q gbgn ppgn vb bv qj `g pi kgb?1'@e gb bgn ic gg qg

    kjgb mc gi- ieg gnj Qjp Gck i gbgn pgb iib i pb vb bv qj sx

    ?1

    O qg be pbgn pjg-Gg qg bc Qjp Gck k og yi `g pi- prxz iv gnz 96+63+3?- p prcgn~ho4 bppv4%%bcgej'qjhpgckvmxy'qg%Bekh%Ghg+qcg+bec+Qjhp+Gck+`ck+`c+ocg+yci+`cg+pei%?6369%0??'qgvmxy

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    Qjp gck i gbjx mej bgb gnb pbxp i e- i yi i prgn ibe gbjx qgn

    kjg' Pregn - gj op bg i m gnb pbxp yg lbx q gnb pbxp prk lbi

    qj gbjx ign prgb i ign gbg m `j yg qg be pb njj- m gp i e pregn

    j ygn pjgb pbg ign gb gp pjgb bec ic qg be Qjp

    I pb pbz Qjp Gck- zx p nj ng q vbp prjg qg be mxg ng qj ki

    pjx ljgb p- ibgb pr bj' z ign m gbg pgb bgn sxcg prgn gbp j qj

    bep gn ic gngb ign gnbjv pr ibj jg pQjp Gck- oj bx bp yg

    vbk pregn gngb x ib zx m gbv gnej- pregn i lbgn p yg vbk lbgn

    vb bv qj pbxg vbegn k pi ic gnj Qjp Gck- gbjx pregn y i gb

    bgn pjx ii pj j ygn qg be ibe o vbg lbgn gb pregn bj- i ojp mnjj pr' Pjx ib qg be ign nj q pr sxcg prgn pregn b pbgn qg og mxp q

    `j mxp pregn kp sxi njc' @e - gngb pr ibj jg p i pb pjg c ig

    vbj jx ibgb ibjg mi ibgb yib- vbp prjg pbhe zx p qg be- ign gb

    ign pi kcrlhpjgn yg vbk vb bv

    Gbg lbx bi

    Kj prgn gbg lbx bi njv ii `ecgb gnbjv gb bgn i gbx ix i

    gbg ic kj ieg gnj- pk ljk pb prgn pjk ggn ign gb i gb vbg

    lbi pb prgn ibe pgn mej yg vbk vb bv qj pb bjx ic ii gbk j

    pgn gbp gb'

    Pbhe y mjx jx prc p pgn ii pbgn l- Qjp Gck cgn pregn pbj l iix

    `g y qgn- gb jk m qe gk ?632 q le `j pj gk ?606- z ign m i

    bj ibe ii `ecgb gnbjv x p ib prgn qe vbg lbi pb prgn `gb ibe mc

    pxj mce gn qj gbgn pc nckh g njg- lbgn j bj gbjx pbj njcg q kcgn

    pgb njj pr ice- i ojp m qj `g qg vbgn' Qj vbg lbi pb prgn `gb ibe

    njj bi yjgb- yjgb qjg ig vbp prjg c `gn ii yg vbk pr ibj qj pbjp l

    bev- i zx p gj `xgn- ip prxzg bv `g q iib ibj i e'

    ?'3'?'?' Ii gbg p qj k?'3'?'?'3'Gnxg mi `ecgb gnbjv

    Gnxg mi ic ii `ecgb gnbjv oce nk ii gbg p gb gnxg gbg mi-

    gnxg qg- gnxg mi q ign gnb- gnxg mi q i y b pgn' Ii `ecgb

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    gnbjv Qjp Gck bep gn pregn mgb qi pr ibj jg p- k ib zx m ii Gb

    vbp bgb nckh- bjx lb r pk sxcg prgn ic qji z `gn gnxg mi qgn

    kgb q g gb pregn ign ixi vbp prjg mx `j' Ign p prg kp y lbc igb4

    c* Gnxg gbg mi

    Pi vbp prjg gbcgb ic gngb ign gnbjv pr ibj jg p gj rjgn q

    gj `xgn y gj ibxgn le pbhe gbx ix mg q gnxg gbg mi- i ojp m gbg mi

    ibp mgn ice' Zx ix q gbg mi ign gnb gj `xgn y lbgn g pbxg m njj

    ign gnb pbgn pjg k ig ig y ck bjx pk m bj- y ygn pe p vb'

    Pregn lbj - gi pc bjg ig sx p iye pe ibxzg gnbjv- oj og ibe y

    njc pgn ibgn kp ic gngb ign gnb gz' v gn gbx ix q gnxg gbgmi- ii Gb vbp bgb pregn gi c rc gbgn ibjg mi lbi gbcx q bjg pj

    ign cgn njj sxzp lb pp oj peg gbg mi- nv vbg lbgn gb qe y vbp

    prjg ic gg ign gnbjv njj pr y'

    Q sxz k gbg ypregn `ecgb gnbjv- pbhe yib prgn ign gnb pbgn

    pjg ?633 ic o Ign Gnb- Pbgn pjg q prxzg pbgn- pgb g bp sx 0 gk

    ?636- Qjp Gck i pgn y prgn j bi- ice gn i e pe q ign gnb pbgn

    pjg+prxzg pbgn pgn p 3:? prgn gk ?661 mg ?>>prgn gk ?636' Pregn i gbgn b pbgn e pe q ign gnb pbgn pjg+prxzg pbgn sxi p ign pgn

    kgb- qj ii pg pxj gb Cvphi- Crhgc- GJJP- rcaamhy "Yjgncverh*- Pgn y gbg

    mi mk qji pregn mgb qi ign gnb pbgn pjg "vbg ign- vbg kk- gj `xgn

    y* pgn p 386'666 mg ?16'666- qj pi pgn prgn 39(+32(%gk' Y mce gn

    bep gn pregn gngb ign gnbjv gj `xgn y m 86':?6 qj ki mgn ogb sxg

    m 0'2:1 XY@%gnj%gk "lbegn 2 prjx QG@%pbgn*'

    Pxz gbjg- y mgn mce gn ibp mgn ice vbi q ibe ign gnbjv pr

    ibj jg p "pbxi kgn gj `xgn y* ig rp bg ib- oj ibc i kp p ibi e

    pe ibgb sxz ge `gb ibe ibxzg gngb gz' @e qz- bx bp gbgn `ecgb

    gnbjv yg xp nckh vbj p z `gn ibjg mi e pe gbg yx qe- pregn

    i QPI Nckh qj Bi qjg ign gnb q gj `xgn y + QPI Cic`hkz i

    pbgb mv gbk ggn ice ibxzg kg- pcz gnb ibe gbg qjg ign pz- ign gb

    v gn gbx ix gbg mi x qe- qj gbjx ibxzg gngb i prgn gb Vbp prjg

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    pr ibj jg p "Nckh `hqhmevkhgp*- Pbjp l pr ibj 9@ "9@ nckh `hyjng* -

    ii `ecgb gnbjv pr ibj jg p mg lbi gb AVP bcz QGN pb pbgn xzg p

    ibi ii ibgn prgb e pe ibxzg kg rjgn ibe gbg qjg pbjp l q vbp

    prjg nckh' Bg gc- ii `ecgb gnbjv ig i gbgn x j i ojp ibe gbgn bi

    qjg i pbgb pib xp yi pregn sx prgb e pe i gbg bi ogn peg vbg

    bcz og vbg q i l bv gn mce gn pri pjv lbj pp gnbjv'

    Q ibjg mi z `gn q vbp prjg gbg y- `ecgb gnbjv ibgn z

    `gn ii ibgn prgb e pe- iv gbp pbgn xzg gbgn pbcz j q kp ign

    gnb yg xp pr ibj jg p- i gbjx j gn q mgn q vbi mj ibe gbg qjg'

    Pregn QGN- `ecgb gnbjv gn x q pb vbg gngb ign gnbjv pr ibjjg pQjp gck- mxg iej prgn vbp prjg pjk ggn q ieg gnj' Pbhe gn M

    Bgn Kjgb- Ib pib ljk Njk i jx bgb Pv eg QGN- pxzg i

    366 gnj mk nckh pbi ylb' Njj vbv k QGN y`gn m pbx ibxzg njc

    gi gnej?> ' I pb gj- pxz kp q pb m `ecgb gnbjv gj `xgn y bgn x

    gbgn qj b- gbg y ibp mgn ice ign m kp oj peg gcg njj gg qj QGN

    mk yce nj q vbp prjg i gnxg gbg mi ibp mgn ice mxg m x pjg

    pregn ibgb yib vbp prjg ic `ecgb gnbjv' Gnej rc gbgn `ecgb gnbjv bgn

    x lbi gb QPI nckh bcz AVP egmjgh ign i gbgn ibgb yib vbp prjg gbg

    y ic rjgn kgb gb pbx ibxzg njc gi gnej q Qjp Gck bcz i gbg qjg

    pjx ojx rc pv bxg gi gnej

    o* Gnxg qgj qj op l kp `ecgb gnbjv ge pb lbj kxg pbck njc bep gn qe

    yg xp ljgb `ecgb ig vbj i kp gnxg mi q qg- i ojp qj gbgn gngb

    yg xp i ibj vb x p mg gb yg xp pr ibj jg p ' Kp gnbjg ix ic

    K? _hyhcrib ibrc ibj vb prxgn ogb yg xp kp nckh ibe pbjp o ibj

    nckh ibxzg `gn " iegyemh* m 36 prjx XY@' Gx nckh c gg pgn- ibj vb yj

    mg p32 ?2 prjx XY@' I ojp i gbgn nckh pgn ibj vb mg pj >6 26 prjx

    ?>Bj B "?63?*-@ecgb gnbjv lb pk gbg mi ibp mgn ice-oe x p y gnz 3:%63%?63?

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    XY@?2 ibc pgb g qji `ecgb gnbjv ig vbj ibj pbk kp mgn ibj vb sxgn

    ie lbgn b gb' gb nj i q gnxg mi pj ibgb `ecgb gnbjv pc ig

    ib g gbgn pjx ib q gnxg qg- lb ggn bxz gn qg q bjx sx y `gn

    gn qg'

    Q gnxg qg pregn ljgb `ecgb- pregn oj igb mj xp ibe qcz mg ki

    32w?6( `e ibgb yib pjg p pbp ibp ic gng bgn gb gi lk pbhe ki mk

    vbp ki bcj ieg y- pb gnxg qg `ecgb gnbjv y `gn pregn ljgb `ecgb ib

    zx m gnxg qg ib ybx- i ojp m j qj `ecgb gnbjv nckh qc q gb'

    Pregn lbj - qj gbgn `ecgb gnbjv mg gb QPI- QGN bcz AVP Egmjgh i kp

    gnxg qg ib ybx `j `e qj `gn pjg x p ic ii pv eg mg gb AVP-ign pz i vbg pv eg qjg pbgn QPI' Pregn - AVP Egmjgh i pgn gnxg

    qg mg pj 901 pgn qj gnxg qg ib ybx ibjk 82( pgn pj yg- pregn

    lbj - pgn gnxg qg ic QPI m 19 pgn qj gnxg qg ib ybx ibjk

    bg 26( pgn pj yg "pbhe oe ie pj ibgb ?633 ic pgn `ecgb gnbjv* ' Gnej

    rc- pbhe pv ib Aerohy ibx - pb prgn pr ibj jg pQjp Gck ig pbx bp

    gbjx gb x p gi gnej- pregn sxx p ke bjk J@N "Prxgn Sxi*

    x p866'666 XY@ qe QGN pregnx gk ?668 ycx lbj ljk i 966 prjx

    XY@ plbeg x p? prjx XY@ qe Phgih gp q pr pbgb kp pregn gbgn

    pbgn q pbgb ign gbp ic J@N Prxgn Sxi?: - Phgihgp Ie' mp` "gb ixgn

    iv `ib q y bgn x Prxgn Sxi* x p qe QGN c `ib q ibcp bgn

    x Prxgn Sxi SS q 3 y pr ibj pj pb prgn Qjp Gck - pbk qe m y

    xp bjg ic gng bgn x p bgn x ic K m Nem`kcg Yciby pregn `cgb yib

    gb x p ic QGN'

    Q p ibi bxz gn q y`gn qg- qji bxz gn gnxg qg ic ii

    `ecgb gnbjv pr ibj jg p bjg gcz ib zx p ii gnxg og pregn gb mj

    gbxg pbx i p qji vbp bgb pr ibj pri pxzg gbv lbx p gi gnej-

    sxgn ie pregn pr ibj "j qj ~honckh*- kp y `ecgb gnbjv pbx mj gbxg p

    ?2 Pv ib jg p nhgl"?636*- yg xp nckh lbgn i ibxzg gneg o r- prxz iv gnz ?:+63+3?- pprcgn4 bppv4%%nckh'nhgl'qg%i329g?6366:636088882:9%ycg+xcp+nckh+lb?00gn+i?09+ibxzhg+gneg+oe+

    rh'ibg-?: _hohiic Acggjg"?636*- Bhrh Iekh pbh Qjhp Nckhry- Aerohy Cyjc Kcnctjgh y gnz 62%6?%?636

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    yg xp gbgn pr ibj ibe jg pbej i pj x p- pxz gbjg y mgn x nckh

    gb pb gz ig rp bg ib' Gnxg qg gnej `ecgb gnbjv ib zx p bgb pbi

    vbp bgb i vbjx- qg qcz p ii p ibi pj ibgb lbi pregn i ii ign pz

    k- ign pz x p gi gnej bcz ii gng bgn

    i* Gnxg mi q Ign gnb + Iyqp ibpj qj ign gnbjv yg xp pr ibj jg p gj rjgn- q peg o gngb

    ljgb p gj ibxgn pb zx p ign gnb ign gb iyqp ibp sxzp gb ib zx

    ggn mi igb prcgb ic `ecgb gnbjv- mj pb igb prcgb ic sxi njc- pxz gbjg

    gngb ign gnbjv pr ibj jg p gz Qjp Gck pbi y qg ig pregn njcj eg

    prgn gi ig j ycx ye qj pb njj lbegn qj pbv l' @e - gbjk qp rcx pjg j qj ii `ecgb gnbjv pregn mgb qi m rp gng lbegn iib mj gg

    ib zx ign gnb vbi q ibe yg xp ib zx i gbv lbx p ii gg ign

    gnbjv pr ibj jg p vbp prjg lbi prg pb njj'

    Qj ign gnb vbg kk ibxzg `gn vbi q ibe yg xp pr ibj

    jg p- _jgn hgnjgh nckhorze yg xp YSXC@ i QPI ibj lbgn `j

    386'666 XY@ w 9 p QG96 - Qjyjeg Hgnjgh 2 `e bgn Prjgjpz "i* vbp prjg i

    hkeoj q avp egmjgh kxc pbi bjg ii ` g mk pr ibj jg p pbxg Qjp

    gbk igb prcgb pri pjv qj ii gn mg lbi prg pb prgn gb QPI Ypx`je-

    QGN bcz Cyjcyeap' Og igb - Ii `ecgb gnbjv ign vbp prjg b pbgn ign

    pbgn pjg jg p- b pbgn gz ibe vbv gnj ibj gn l kp pj lbeg gbgn

    i pby`gni ibe gbjx pr ibj93' B pbgn pbcgb peg sxc pb ie - pbcgb

    peg pri pxzg `ib q pr ibj pri pxzg i pib