Restoration Tragedy - 3561 Words

Restoration tragedy THE lesser tragic writers of this period, uninspired as most of their work seems when judged on its own merits, fall inevitably to a still lower level by comparison with the amazing literary powers of their great leader, Dryden. They have all his faults and only a small and occasional admixture of his strength and resource. In tragedy, as in other departments of literature, the genius of Dryden overtops, on a general estimate, the productions of his lesser contemporaries, and how closely his lead in the drama was followed may be correctly estimated from the fact that, in 1678, on his abandoning the use of rimed verse in the drama, his followers also dropped this impossible form, wisely reflecting, no doubt, that when†¦show more content†¦3 | | | The heroic play was not, however, an entirely new growth. For the most part, it was French, but the influence of the | | |Elizabethan dramatists may also be traced in it; and though, at first sight, it may appear to represent a departure from | | |previous methods and ideals, and to be a distinct breaking-away from the established traditions of tragedy in England, yet a | | |more careful examination shows that, in the main, it was the natural successor of the late Elizabethan drama, modified | | |according to prevailing tastes, and confined within the pseudo-classical limits which were the order of the day. Under these | | |conditions, it is not surprising that the heroic play did not take deep root in English soil. By 1680, tragedies in verse were| | |going out of fashion, and the English tragic manner, as opposed to the French, began to re-assert itself in the work of | | |contemporary dramatists. | | The works of the great French dramatists had, also, a considerable direct influence on English tragedy during the restorationShow MoreRelatedIs King Lear A Tragic Hero Essay1358 Words   |  6 PagesKing Lear, one of William Shakespeare s greatest tragedies, depicts a society in grim circumstances. As with all tragedies, there exists a tragic hero [1] , one who possesses a fatal flaw that initiates the tragedy and all the sufferings that follow. In this play, the tragic hero is undoubtedly the title character, King Lear. The plot is driven by the power and consequence of losses, more specifically, the losses of Lear. In the course the play, King Lear, because of his flaws, loses his authorityRead MoreThe Tragedy Of A Tragic Hero1115 Words   |  5 Pages FORMS Tragedy. The protagonist (hero or heroine) is overcome in the conflict and meets a tragic end. The tone is serious and build in the audience a fatalistic sense of the inevitability of the outcome and, as a result, is sometimes frightening. Yet the inescapable aspects of the catastrophe serve as a catharsis that somehow inexplicably purges the viewer of pity and fear. The significance, then, is not that the protagonist meets with an inevitable catastrophe, but rather theRead MoreOedipus The King : A Classical Tragedy1272 Words   |  6 PagesOedipus the King is a classical tragedy that derives its meaning through the experiences of its tragic hero, Oedipus. Throughout the play, the eminent characteristic of Oedipus is his ignorance of the truth that inevitably leads to his downfall. This ignorance of truth is a characteristic found within the Aristotelian definition of a tragedy. Tragedy, as defined by Aristotle in his Poetics, are imitations of actions and are not narrative. This m eans that tragedies are often demonstrated through theRead MoreAll For Love: More Sentiment than Tragedy Essay1224 Words   |  5 Pages The heroic play was the special product of the Restorations drama. The Puritan rule closed the theatre in England in 1642. But the drama retained its hold under the Cromwell government. The playwright William Davenant obtained permission to stage a play called #161;#167;The Siege of Rhodes#161;#168; an opera* in 1656. To this opera pattern, Dryden contributed the heroic play, #161;#167;The Conquest of Granada#161;#168;. In it he cited examples of the ancient Greek writer Ariosto, withRead MoreConventions of Drama1980 Words   |  8 Pagessociety. The society present during the time in which a play was written had a direct influence on the plot and characters. This is because drama is defined as a representation of life. Four plays which have been selected from Greek, Elizabethan, Restoration and Modern times can be analysed to show and represent the changes of drama. These plays are #8220;Oedipus the King#8221;, #8220;Macbeth#8221;, #8220;The Way of the World#8221; and #8220;A Doll#8217;s House#8221;. The early originsRead MoreAn Analysis Of The Oedipus And Plato 1636 Words   |  7 PagesKAUFMANN’S OEDIPUS AND PLATO’S SOCRATES In Chapter Four of his book, Tragedy and Philosophy, Walter Kaufmann claims that Sophocles’ play Oedipus Rex is one of the greatest tragedies ever written in part because it presents so vividly five characteristics of human life which make our existence so tragic. The purpose of this paper will be, first, to present Kaufmann’s view and, second, to apply these same characteristics to Plato’s dialogues in general and to the characters in Plato’s dialogues,Read MoreAristotles concept of catharsis5883 Words   |  24 PagesUniversity Abstract: Aristotle writes the Poetics as an investigation into representational art and, more specifically, as an investigation into the art form of tragedy. While Aristotle goes into great detail regarding the technical aspects of creating and appreciating a work of tragedy, he is somewhat lacking in his descriptions of how tragedy is enjoyed by an audience. Aristotle speaks of this tragic pleasure in two ways; as the pleasure of mimesis, and as the pleasure of catharsis. If we come toRead More Conventions Of Drama Essay1926 Words   |  8 Pagessociety. The society present during the time in which a play was written had a direct influence on the plot and characters. This is because drama is defined as a representation of life. Four plays which have been selected from Greek, Elizabethan, Restoration and Modern times can be analysed to show and represent the changes of drama. These plays are amp;#8220;Oedipus the King;, amp;#8220;Macbeth;, amp;#8220;The Way of the World; and amp;#8220;A Dollamp;#8217;s House;. The early origins ofRead MoreThe Tragic Hero Of King Lear1310 Words   |  6 PagesKing Lear, one of William Shakespeare’s greatest tragedies, depicts a society in uninviting circumstances. Tragedy is depicted by the downfall of a noble hero, usually through a combination of arrogance and fate. The tragic hero s wish to achieve a goal encounters limits, those of human inability, the gods, or nature. As with all tragedies, there exists a tragic hero, one who possesses a calamitous flaw that establishes the tragedy and all the sufferings that follow. In this play, the tragic heroRead MoreDr. Faustus Is a Morality Play Without a Moral. Discuss.2775 Words   |  12 PagesFirstly we must decide whether Dr Faustus is a morality play; I will do this by discussing the play s form, content and subject matter in an attempt to categorise the play. I will also offer an alternative argument by saying that the play is in fact a tragedy. Secondly we must decide whether or not it has a mora l; to do this I will consider the tone of certain parts of the play, in particular the Chorus speeches as well as the speech of other characters. Let us first deal with the categorisation of

Counselor Reflection Essay - 809 Words

School counselors are integral team members for any school staff. They help students make responsible decisions; mediate problems; deal with traumatic losses; develop a sense of respect for themselves and others; and plan for college, work, post-secondary training, and lifelong learning. As a school counselor, Nikki Williams has a desire to provide Miller Elementary school with an effective counseling program. This model has allowed her to be more accountable and given her the tools by which to assess the worth of my program and its services. Her knowledge and skills have been expanded through implementation of this program but, more importantly, the tone has been set for who she is as a counselor and where her desire is to go as she†¦show more content†¦She feels it is vital to collaborate with her staff. They meet regularly to review school data and identify obstacles to higher achievement. Through their collaborative efforts they problem solve and share their craft and knowledge. She feels that this encourages more open staff relationships, promotes collegiality, and allows everyone to work towards a common goal. For example, she has been working closely with the teacher of the fifth grade special education group. She meets with this teacher regularly to put a plan in action to best meet the academic needs of these students. Her involvement in grade level and SST meetings give me the opportunity to partner with teachers, school psychologists, and other resource personnel by collaborating to identify and resolve student problems by designing the most appropriate and innovative program or instructional modifications. Advocacy To be seen as an advocate for â€Å"all students† is important to her; for she is anShow MoreRelatedCounselor Reflection Paper1242 Words   |  5 PagesAs I reflect on some of my central values and beliefs, two questions emerge. Why are they so relevant? How can they either inhibit or facilitate my work as a counselor? The core of an apple comes to my mind. It is within the core, in the center, where the seeds, the fruit’s potential, are held. The same happens to me; my beliefs and values I hold very close to my heart. They guide me, inspire me, and help me to recover during hard times. In my opinion, these values were instilled in me by the wayRead MoreCounselor Leadership Reflection Paper926 Words   |  4 Pages Sometime it s just a certain moment of a day or maybe sequence of events that happen over a few days. For me I went on I life changing 3 week journey to help find myself and discover how I want to be. I would like to introduce you to the CLP (counselor Le adership program). Here we are trained to become better leaders, Trained to be lifeguards, and go through I life changing experience climbing a 13,000 ft mountain we the new brother and sister you create during the program. Within the first fewRead MoreGroup Reflection : Group Process767 Words   |  4 PagesGroup Reflection Group My concept of what a group consist of is a story that needs to be told and heard from many people with similar issues or problems. The group is a tool to help each member to gain some insight on how they can change or make a difference in their lives for the future. I feel that a group is a place where new relationships can develop and to find self again. Group Process The group process is facilitated by a counselor by the process has to be done by the members. It can be easyRead MoreCounseling, Reflection, And Setting Goals1317 Words   |  6 PagesIn my first six sessions, it seemed to me the mindset of the counselor in the session is one of the tantamount elements in dictating the outcome of the client’s experience. The first session I experienced brought on nervousness and uncertainty which led to insecurity. However, the more time I spent listening to my client the more comfortable I became with the role of counselor. Such feelings of comfort brought with it the ability to be more self-aware and client focused in the session. When I wasRead MoreEthics Reflection of the National Board for Certified Counselors (NBCC)576 Words   |  2 PagesFirst impression of the National Board for Certified Counselors (NBCC) Code of Ethics is that this is a very standing ethical code. The NBCC Code of Ethics covers all aspects of how a counselor shou ld advocate, represent, and protect. The NBCC Code of Ethics prevents a counselor from counseling in a field that they do not have training, and it prevents a counselor from unlawful discrimination The NBCC Code of Ethics even regulates how a counselor should behavior on social media in regards to theirRead MoreCounseling Services For A Counselor1565 Words   |  7 PagesAssignment 1. There are times a counselor might need to decline to provide counseling services to some clients/students who request them. a) In what circumstances might this be appropriate and ethical and how should that process be handled by the counselor? b) When would it be unethical for a counselor to decline to provide services? Support each response with a minimum of 3 relevant ACA and/or ASCA codes and the textbook. a) There are several times that a counselor might need to decline to provideRead MoreSchool Counselor Is Not All Fun And Games1409 Words   |  6 PagesHow does school counseling affect students in a school environment? What do counselor do? How do you become a school counselor? This paper can can answer all of your questions. Starting with information about being a school counselor and ending with the training you will have to go through to become a counselor. Buckle up your seat belt and join me a journey to your possible future. Career Information School counselors make $53,610 a year and $25.77 an hour. They must contain interpersonal skillsRead MoreAccountability in School Counseling Program Essay1351 Words   |  6 Pagesaccountability for student outcomes in order to give school counselors valuable data to assess and improve goals (Dahir Stone, 2009). The ASCA National Model also supports the importance for accountability by including it as one of the essential elements, which provide structure and framework for the school counselor and counseling program (ASCA, 2005). The element of accountability, under the ASCA National Model, includes results reports, school counselor performance evaluation, and the program audit (ASCARead MoreHow to Choose a College Major (Process Essay)1161 Words   |  5 PagesAsk Questions The best advice we’ve found for how to choose a college major is just to ask questions. Talk to your high school guidance counselor, or if you’re already in college, consult your academic advisor or a career center counselor. Ask friends and family members about how they chose a college major or career. Finally, engage in some serious self-reflection and ask yourself questions about your past, present, and future. Some factors to consider when selecting a college major include: *Read MoreCultural Competence And Academic Development959 Words   |  4 Pagesethnicities. With the population on the rise, the demographics in California is becoming more and more socioculturally diverse. In the field of education, interactions with varying cultures is inevitable. Hence, to become an effective school counselor, it is essential to have sociocultural competence. Cultural competence refers to having an understanding of the different cultural experiences of individuals other than your own. It is a mindset of having effective interaction with others regardless

Common Core and the effects on America Free Essays

Language Learners Since being introduced in 2010, forty-four States have now adopted the Common Core State Standards Initiative. This initiative provides standards in English, Language Arts and Math. Every child in a public school will be expected to meet each standard for their grade level In these areas. We will write a custom essay sample on Common Core and the effects on America or any similar topic only for you Order Now These standards are designed to guarantee that every child In America will be on par with each other. They use the example In their 3 minute video about a child In Seattle who has an A In his English class but would be receiving a C in a public school in Chicago(understanding Common Core). These standards are also designed to insure that American youth are graduating high school with the ability to compete with other nation’s graduates worldwide. So not only do American school children need to compete with their national peers but they are also competing on a global level (Common Core). Professor E. D Hirsch In an excerpt from his book â€Å"On Cultural Literacy† discusses how cultural literacy is the only way for Impoverished children to rise above their lot In life. Part of his assumptions are that every American child needs a basic foundation, such as the subjects proposed by Common Core, to be provided by the American Education system. Hirsch argues this foundation will ensure every child is culturally literate,†only by accumulation of shared symbols, and the shared information that the symbols represent, can we learn to communicate effectively with one another in our national community† (36). This statement Is based off of the assumption that all Americans speak the same language (Bezel 661). This Is simply no longer true. Between 2010-2011 there were 4. 7 million English Language Learners (ELL) in the American School system (Fast Facts). Unlike No Child left behind act, Common Core acknowledges that they cannot define and meet every need that ELLS have in order to learn the language being used by Common Core on the same level as their peers (English Standards 6). Without going in-depth into the standards, the most accessible Information on the website Is specific on how to accommodate special needs children, but for ELLS all the standards say Is â€Å"It Is possible for every child to meet the standards†(6). This paper will address the potential effects of Common Core on ELLS, by using the proposed effects of both Common Core supporters and Common Core posers. There is a lack of public information as to how these state standards are going to affect English Language Learners (ELL), there needs to be more focus on how state standards and federal tests are going to accommodate the growing number ELLS. In 2001 the Bush administration Implemented the No Child Left Behind act. (UNCLE). Under Title Ill in UNCLE it was clearly stated how ELLS were to receive special attention. It allowed for extended time on test and occasionally for the test to be administered in the learners own language. These methods were not effective cause ELLS were still testing twenty to thirty percent lower than their English proficient peers. UNCLE required schools to break their students Into subgroups one testing in comparison with their English proficient peers. For ELLS the test was not only used to gauge their progress in that particular subject but also their progress in English proficiency. Not surprisingly the ELLS were doing significantly worse on their English and language arts test than on Math and Science. A glaring fault of UNCLE was that once a child began to test on the same level as their English proficient peers hey were removed from the ELL subgroup and expected to keep succeeding without the extra accommodations. These ideas were implemented without there ever being proof they would work. Abide and Tilted finish their 2004 Winter report for CREST with the statement, â€Å"For a goal to be within reach of all schools, at least one school should have already attained it. To date we have yet to see a school with a sizeable ELL population that meets the 2014 UNCLE requirements†. (5) In preparation for the continued rapid growth of the ELL population, which according to a TESTS brief is errantly approximated at 6 million, Common Core broke down English proficiency expectations into four categories (4). An independent study conducted by Stanford defined the four categories are reading, writing, speaking and listening, and language (3,5-7). Reading requirements are designed to make sure students can read and comprehend complex text across all subjects. Writing standards ensure students are prepared to research, analyze and argue. The need for speaking and listening is to ensure that every student has the ability to understand and articulate orally their ideas and arguments and the arguments of others. Finally the language requirement refers to grammar; in the paper the authors students need to understand that English is â€Å"as much a craft as a set of rules†(7). This paper argues that according to the standards, language will tie the four brackets together (7). The opposition to Common Core is that Common Core will force teachers to teach to the test. Ritual standardized testing increases pressure on students to find the right answer instead of encouraging learning and independent thought (Hawkins). According to New York City teacher Katie Alphas in a letter to Carmen Farina, ELLS articulacy in grades third through eighth are â€Å"encumbered with standardized testing. † Here is a quote from a resignation letter by former Colorado Springs English teacher Pauline Hawkins â€Å"l am supposed to help them think for themselves,†¦ Instead, the emphasis is on Common Core Standards and high stakes testing that is creating a teach to the test mentality for our teachers, and stress and anxiety for our students. † This anxiety is increased when a student is not only being tested on their comprehension of the material but also their comprehension of the English language. The majority of teachers who oppose Common Core want less regu lar testing and a more diversified way of evaluation. Common Core is moving fast. For most teachers they are being required to rewrite curriculum to match standardized testing, which is binge implemented in some states as early as April 2014. In particular for ELLS in grades third through eighth, who have been in the country for a year or less they are allowed one exemption from a test. After that they are required to test to the level of their English proficient peers. There is an extra time allotment for ELLS UT as Katie Lymphoma states in a blob post titled Battling the High-stakes Testing Beast: from NAPE to NYSE, â€Å"the state has generously offered to give you extended time (time and a half) on the tests; instead of 90 minutes per day for six days (3 days for testing day. That’s a total of 13. 5 hours! Hours upon hours of testing for a fifth grader who is working twice as hard to comprehend the test does not seem like the right answer. Lymphoma in the same post discusses how she as their teacher does not have access to the test results only the scores of her students. To summarize searchers are required to conform curriculum to the tests. The same test where they are not allowed to see which material their students failed on. The ELLS are exempt from only one test in the entirety of their schooling. During the testing ELLS could spend up to twelve plus hours a week testing. According to the association of Teaching English to Speaker of Other Languages (TESTS) and an independent Stanford Study, Common Core will present significant challenges to ELLS but will also provide an education that will offer them the same opportunities as their native English speaking peers. When Common Core was first developed English Language Proficiency Development (ELOPED) Standards were left up to the individual states. Starting in 2012 Common Core recognized that a standard for ELOPED would need to be developed. In 2012 the Council of Chief State Officers produced a basic framework for states to use when adapting their ELL standards. They also hired the Partnership for Assessment of Readiness for College and Careers and Smarter Balanced Assessment Consortium to prepare the assessment test prototypes. According to TESTS on testing â€Å"[the tests will] be administered by computer, both consortia are exploring technology-based accommodations, such as pop up glossaries and captions for audio. To ensure the widest accessibility to the test items† (7). By using measures such as extra glossaries and captions it should take some of the pressure off the students. Common Core firmly states that only by regular standardized tests can teachers and the rest of the education community truly understand what students are learning. The Framework for English Language Proficiency Development Standards corresponding to the Common Core State Standards and the Next Generation Science Standards is vividly clear in that they do not force schools to adopt a curriculum. Instead they simply provide what information students are expected to master at every grade. There is no proposed curriculum or any specific standards to guide teachers. The Framework along with Common Core has yet to address what will happen if a child can not meet the standards. UNCLE clearly defined that if a child failed, then the school would be required to use [article title] funding to provide the student the ability to travel to a school where they could get better education. Diana Rancidity in her article with the Washington Post poses the same question what will happen to students who fail. How much funding will go to provide tutoring? What will the repercussions be for teachers whose students are not meeting the standard? Will schools who consistently fail the standards be closed? These are Just some of the many unanswered questions raised by Common Core for ELLS. The Framework answered some questions, like which type of questions students are supposed to be able to answer by each grade, what type of thinking process they should have mastered and what kind of tests they should be able to pass. No one on either side of the issue is making light of the extra struggle the ELLS re going to have on top of the rigorous workload of an English proficient student. Those who are pro Common Core firmly state that by going through the Common workforce or further education. Whether that statement is true or not has yet to be seen. Only time and testing will prove whether Common Core is truly beneficial to ELLS. The facts state that there are approximately six million ELLS in the American public school system today. Until we have a working ELL program that has proven results it is counter productive to expect those students to perform well on the Common Core tests. The government is in the awkward middle ground of some of the information being released without enough information to determine whether or not the program’s success is even plausible. How to cite Common Core and the effects on America, Papers

Learning Environment Customer Service Representatives

Question: Discuss about the Learning Environment for Customer Service Representatives. Answer: Introduction: Hobbs and Besner (2016) depicts that customer service representatives directly deals with the customers and responsible for problem solving and taking orders from end-users. They are the internal customers and the engineers should consider their order for a better outcome of the excellent customer service. This understand-ability can be ensured by the positive response from the customers that they are getting what they have asked for and the annual outcome of the organization whether they are making a profit or loss (Grace Lo Iacono, 2015). Zhu et al. (2013) furthermore suggest that this comprehensibility through the process of knowledge sharing by conducting a regular meeting of engineers and customer service reps and discuss aspects of the customer demands and problems like loss an organization incurs due to incorrect shipment. Importance of customer service Yes, it is necessary for all employees within an organisation to consider the basic requirement of the end-clients and customer service. Gilmour et al. (2013) portray that every organization manufactures products for people in the community and their profitability rely on the sales of their ultimate products. In the context of the given case study, the customer service representative directly knows about the actual customers demand and they place orders to engineers. Since, the engineers indirectly taking the customers order thus it is evident that they should understand that they are working for the ultimate customers through the help of the customer service reps (Raza Hanif, 2013). Thus, the organization should take initiatives for providing two-hour training per week regarding the customer's services their organization is providing and the recent demands of the customers. This approach will help them to opt for appropriate methods for accomplishing the engineering procedures for meeting the customers requirement (Tucker, 2013). The obligatory requirement of understanding the customer services results in satisfied customers and fewer user complaints. Key requirements for outstanding internal customer service Setting of clear expectations The goals and objectives regarding what projects need to be accomplished for better productivity and profitability are to be set by the managing authorities of the manufacturing industry. Radnor and Johnston (2013) depicts that poor planning will result in the poor execution of a project that enhances the rate of the client's complaints. Thus, a collaborative goal has to be set among the engineers and the customer service reps that so that the latter one gets aware that the former executives will work according to their requirement (Beringer et al., 2013). In addition to that, this leads to satisfied internal customers. Informing the customer service reps concerning the project progress Beringer et al. (2013) furthermore, stated that in recent times, the technologies and the demands of the users are changing rapidly and in order to attain the maximum profitability, these organizations have to change their procedure to accomplish their orders. Thus, engineers should reveal the status of the work to the customer care representatives. Marr (2013) highlights the advantage of their approach that is; those reps can suggest some improvised methods through which customized products for customer can be formulated. Identification and anticipation of needs Scheduling quick calls for the development and progress of the projects, let the members of the department of an organization know each other. Radnor and Johnston (2013) sated that this not only reduces the conflicts among the internal costumer and the engineers but it will also enhance the manufacturing outcome of the produced goods. Thus, results in outstanding internal customer service. Relationship between internal and external service delivery It is evident from the provided case study that, if engineers deliver the appropriate manufacturing good to their internal customers that are the customer service representatives, the products will then henceforth deliver to the end-customers. Hence, Gilmour et al. (2013) portray that there is a direct relationship between the internal and external service delivery. Grace and Lo Iacono (2015) depicts that the external service delivery relies on factors like quality of the product, the organizational image on accurate delivery of the products, precision of the products manufactured and the reliability of the performance of the good the user get. Raza and Hanif (2013) moreover depict that the engineers took responsibility for the timely delivery by fulfils aspects like responsiveness, which relates to the speed of service, empathy that pertains to the feeling of safety by using the products and reliability of the engineers that describe the accuracy and timeliness of project delivery. Evidence for how external customers can affect from problems between internal customers The poor communication in between the engineers and the customer care representatives results in an adverse outcome for external comprises (Raza Hanif, 2013). From the given case study, it can be seen that the organization is known for its great products but poor customer service. de Waal et al. (2016) defines the reason for such circumstance is the less knowledge of the manufacture goods that the engineer produce and they cannot help the customer with a proper solution if they face any adversity. Moreover, from the case study, it has also been noted that engineers do not respond to the representative's consideration as a result they are unaware of the used approach for the manufacturing of the goods and thus, for the organization the customer service is just a department that cannot clear the queries of clients. Lastly, incorrect shipment due to inappropriate details incurs a loss for the organization. Users will get incorrect products that are not useful for them and hence they ha ve to suffer from problems between internal customers. Building customer satisfaction between internal customers The customer satisfaction can be built by considering them in the manufacturing approaches that the engineers are using for producing goods. In this way, they are not only able to learn about the organizational proceedings but also able to guide their users if they are facing problems in using the goods. Zhu et al. (2013) also depict that maintaining good work culture, showing respect to the internal customers, motivating them and provide them training also drives customer satisfaction among the internal customers. In this way, they will be able to learn about the workplaces culture and serve their best by utilizing the training they have been provided. Reference List Beringer, C., Jonas, D., Kock, A. (2013). Behavior of internal stakeholders in project portfolio management and its impact on success.International Journal of Project Management,31(6), 830-846. de Waal, A., de Waal, A., van der Heijden, B., van der Heijden, B. (2016). Increasing customer loyalty and customer intimacy by improving the behavior of employees.Journal of Strategy and Management,9(4), 492-510. Gilmour, P., Borg, G., Duffy, P. A., Johnston, N. D., Limbek, B. E., Shaw, M. R. (2013). Customer service: differentiating by market segment.International Journal of Physical Distribution Materials Management. Grace, D., Lo Iacono, J. (2015). Value creation: an internal customers perspective.Journal of Services Marketing,29(6/7), 560-570. Hobbs, B., Besner, C. (2016). Projects with internal vs. external customers: An empirical investigation of variation in practice.International Journal of Project Management,34(4), 675-687. Marr, N. E. (2013). Do managers really know what service their customers require?.International Journal of Physical Distribution Logistics Management. Radnor, Z., Johnston, R. (2013). Lean in UK Government: internal efficiency or customer service?.Production Planning Control,24(10-11), 903-915. Raza, S. A., Hanif, N. (2013). Factors affecting internet banking adoption among internal and external customers: a case of Pakistan.International Journal of Electronic Finance,7(1), 82-96. Tucker, F. G. (2013). Creative customer service management.International Journal of Physical Distribution Logistics Management. Zhu, Q., Sarkis, J., Lai, K. H. (2013). Institutional-based antecedents and performance outcomes of internal and external green supply chain management practices.Journal of Purchasing and Supply Management,19(2), 106-117.