Essay on The Last Act of Measure for Measure by William...

The Last Act of Measure for Measure by William Shakespeare Works Cited Not Included Measure for Measure is one of Shakespeares unclassifiable plays. It was written in 1603 and is one of his most enigmatic and unfathomable works. It is normally referred to as a problem play and, up until the 20th century it was seen as one of Shakespeares worst works, due to the fact that many were uncertain as to the characters motives. However within the last century, it has undergone a revival and many believe it to be one of his greatest works. The play contains a wonderful mix of serious and intense†¦show more content†¦However it leaves some problems for you to contemplate. There are many problems solved by the last act of Measure for Measure, and much justice doled out. I will attempt to summarise the main issues that are resolved. Most prominent in the act is Isabellas victory over Angelo. With the help of Marianna and Vincentio she succeeds in proving that Angelo indeed did proposition and then blackmail her. He is exposed as the lying, dishonourable man that he has become. It gives the reader no little satisfaction to see him brought down off his high horse and be forced to account for his misdeeds. Especially because this contrasts so strongly with his actions at the beginning of the act when he is accosted by Isabella before the Duke, when he uses his status to refute her; V.1 line 36Show MoreRelatedEssay on Did William Shakespeare Write the Plays and Sonnets or Not?1488 Words   |  6 PagesThroughout the last century, a raging phenomenon known as the â€Å"Authorship Debate†, has come to light. It disputes whether Shakespeare himself wrote the plays and sonnets or if it was someone else writing under a pseudonym. There are countless theories of who the writer might actually be but the main suspects are Shakespeare himself, Edward de Vere, Sir Francis Bacon, Christopher Marlowe, William Stanley, Roger Manners, Sir Walter Raleigh and Mary Sidney Herbert (Pressley). The first to be presumedRead More Measure for Measure Essay: The Virtuous Isabella1282 Words   |  6 PagesIsabella in Measure for Measure      Ã‚  Ã‚  Ã‚   Measure for Measure is not a celebration of family values, the play points towards both the political virtuosity, which sustains the comic, and the humbler self-knowledge that preserves the integrity of the virtuoso. Human virtue can only be chosen in freedom, but we need not deny ourselves the opportunity of ensuring that this choice is not stifled by the subtly related powers of abstract intellectualism and carnal necessity    Isabella in Measure forRead MoreWilliam Shakespeare s Prospero Of The Tempest1747 Words   |  7 PagesOn the very face of it, it might be hard to think how Prospero of The Tempest would be William Shakespeare, or even to imagine that this play is a set of symbols and metaphors that provides an allegory for which is to express this play. The research into the argument of Prospero reflecting Shakespeare has made a valid discourse, because it is based on the extending the premise that all of Shakespeare’s works are to some degree associated with his own life. This idea that using symbols to somehowRead MoreTheater During the Elizabethan Era Essay1726 Words   |  7 Pagesbest known for the blossoming of its theatre, music and poetry. William Shakespeare became one the most sought after playwrights during the ruling of Elizabeth the I. But first came Christopher Marlowe then Ben Johnson. There were many others whose works that are not as well-known as Shakespeare but deserve recognition. Some of them were â€Å"Thomas Kyd, Thomas Middleton, John Fletcher, George Chapman, and John Ford† (p. 25 Shakespeare handbook) some of the names mentioned in this book. The first theatreRead More The Genre of The Tempest Essay952 Words   |  4 Pagesas the William Shakespeares last piece. These marginal issues aside, The Tempest is the forth, final and finest of Shakespeares great and/or late romances. Along with Pericles, Cymbeline and The Winters Tale, The Tempest belongs t the genre of Elizabethan romance plays. It combines elements of Tragedy (Prosperos revenge/Loss of a royal son) with those of romantic comedy (the young lover Ferdinand and Miranda) and, like one of Shakespeares problem plays, Measure for measureRead MoreWilliam Shakespeare s A Great British Author1029 Words   |  5 PagesA Great British Author William Shakespeare was one of the greatest poets, playwright, and actor. He composed numerous plays, sonnets, and poems. Shakespeare was born in Stratford. His precise birthday is not known, but it is thought to be April 23, because according to church records, he was baptized on April 26, 1564. During this time babies were typically baptized when they were 3 days old. Shakespeare s father was John Shakespeare, who was a glove maker and a tradesman. His motherRead MoreWilliam Shakespeare s Hamlet - The Framework Of Deceit1301 Words   |  6 PagesFramework of Deceit Almost notably, the perception of madness and spying plays the most influential role in the play Hamlet by William Shakespeare. However, when looking closely at the play, it can be argued that the central theme of this tragedy is acting. How Shakespeare presents and lays out the actors and acting makes it a framework for madness and spying. Shakespeare points out the theme of in the dissimilarities of his characters, the deceits that individuals take for granted and the presentationRead MoreTheme Of Obsession In Macbeth969 Words   |  4 PagesObsession is the result of a persisting thought or desire clouding one’s mind, and can essentially be a form of manipulation. In the play, Macbeth, by William Shakespeare and the novel, The Great Gatsby, by F.Scott Fitzgerald, the theme of obsession acts as a key motivator towards the actions of James Gatsby and Macbeth in courses that lead to their successes and their demises. Firstly, success in obsession is demonstrated in the begi nning where James Gatsby’s obsession with Daisy leads him towardsRead MoreThe Twelfth Night: A Happy Ending? Essay1501 Words   |  7 Pagesan endorsement of romantic love yet despite the happiness evident in the last scene, there are many elements in the play that causes the audience to wonder whether the happiness is forced or genuine. The words of a departing Malvolio, â€Å"I’ll be revenged on the whole pack you.†(Twelfth Night 5.1.365) leads to a conflict being unresolved. The marriage of Olivia and Sebastian also leads the audience to question whether Shakespeare has pushed the limitations of comedy to far, as Olivia marries SebastianRead MoreMacbeth and Animal Farm Analysis880 Words   |  4 Pagescharacters, Macbeth and Napoleon have an intense ambition and languish to have control over others which they take by force and their desperate attempts to contain it. William Shakespeare portrays Macbeth as a cold-blooded, power-hungry and ambitious tyrant, b linded by his burning desire to be authoritative, who will go to extreme measures to achieve his goals. On the contrary, George Orwell shows Napoleon as a manipulative character who hides his true intentions (much like Macbeth) from all those around

Occupational Stress and Health Essay - 2283 Words

Occupational Stress and Health Introduction In recent years, occupational stress and health have gained considerable importance to people in all forms life. Keeping in mind, the excessive work load, amount of time spent at work and the recent changes that are affecting the nature of work, it is not surprising that work stress today is increasing (Szymanski, 1999). Stress can be caused due to a number of reasons and in many ways and those things are known as stressors which may vary from person to person. According to the United States National Institute of Occupational Safety and Health (1999), job stress can be defined as the harmful physical and emotional responses that occur when the requirements of the job do not†¦show more content†¦It is important to remember that not all the stressors identified will necessary be stress-inducing to all individuals. Depending on how a person interprets a situation due to their culture, environmental and genetic make-up, so it may or may not be a source of stress. Certain common events in people’s lives have the capacity to cause stress. More subtle and vague is the exposure to repeated minor sources of stress, example; a poor environmental conditions or difficult relationship either at work or at home. When it builds up these may be even more detrimental in leading to a decline in health and effective work performance. Understanding ourselves and knowing our abilities are fundamentals to handling pressure effectively. What does the job involve? If the job involves career development, as long as they can exercise control, has enough time and does not experience frustrating delays or relationships, they will continue to enjoy work. However, for example, they feel the need of additional training of some kind, but either he supposed he couldn’t afford the time or it was beyond his control to arrange the training, then a situation of stress may develop. Sometimes the perception being seen as inefficient creates stress in people with respect to their workload. If people are not seen to be productive, they often feel they may be seen as beingShow MoreRelated The Effects of Occupational Stress on Physical Health and its Consequences2501 Words   |  11 Pagesjob, stress will always play a role in an individual’s life. Regardless of whether one is a waitress, a teacher, a corrections officer, or a doctor, avoiding stress in the workplace is nearly impossible, perhaps even impossible. And the effects of stress in the workplace are numerous. Stress can have both psychological and physical effects on the members of the workforce. And while the specific effect may differ from one individual to the next, and in particular the effect on physical health willRead MoreOccupational Stress, Employee s Health And Well Being, Ob Theories Essay1544 Words   |  7 Pagesbriefly. The essay covers topics like occupational stress, employeeâ⠂¬â„¢s health well-being, OB theories (relevant to the above question), importance of overcoming work related stress, etc. It is widely recognised that healthy employees are happier and more productive at work. Experiencing stress at work decreases employee’s health and affects their well being and eventually has an impact on the working of the firm or the organisation . Also, work related stress develops and increases the levels ofRead MoreThe Impacts of Occupational Stress Essay946 Words   |  4 PagesOCCUPATIONAL STRESS AND ITS IMPACTS NAME INSTITUTION Introduction Work place or occupational stress refers to any form of restrain that is experienced when there is no match between job demands and the output of the worker. The article ‘Occupational stress’ aims at showing ways in which stress people get from their work place affect them and what causes the stress. This condition may encompass many conditions that include maladaptive behavior, psychological disordersRead MoreOccupational Health and Safety Issues in Contemporary Organizations1442 Words   |  6 PagesTopic 1: Explain how Occupational Health and Safety (OHS) contributes to managing the human resource environment. Use the research literature to outline and discuss at least two current OHS issues that impact human resource management in contemporary organizations. * * * Occupational health and safety are becoming more and more important in term of human resource management. On one hand, managers need to be familiar with the legal context. On the other hand, they also have to keep in mindRead MoreEvaluation And Applied Research Methods1068 Words   |  5 Pagesmethods Question 1 Occupational health psychology workshop In the first workshop, Professor Semmer introduced Occupational health psychology in general. Because of its crucial role in work setting, more programs aiming at improving occupational health are flourishing. This is where evaluation is needed. The purpose of Occupational health psychology is to improve the quality of work life, and to protect and promote safety, health and well-being of workers (â€Å"Occupational health psychology,† 2010).Read MoreInformal Caregivers : An Informal Caregiver1654 Words   |  7 Pages$470 billion in 2013, up from $450 billion in 2009 and $375 billion in 2007† (â€Å"Population,† 2014). With informal caregivers providing a large amount of valuable services it is the duty of all health care professionals to provide resources, and tools to support their efforts in providing care. With occupational therapy placing a high value on a holistic view for treatment it only stands to reason that providing education to caregivers would fit into the scope of practice. It is typical for a spouseRead MoreOccupational Stress in a Call Center Center1710 Words   |  7 Pages Occupational Stress in a Call Center Setting There are a number of individuals who experience stress relating to their profession. Occupational stress is defined as â€Å"Job related stress, which often comes from occupational duties for which people perceive themselves as having a great deal of responsibility.† (Seaward, 2012) With different occupational comes many different forms of occupational stress. Personally, I though it would be interesting to researchRead MoreOccupational Health And Safety Legislation1430 Words   |  6 PagesOccupational health and safety legislation Provinces, territories and the federal jurisdiction have occupational health and safety legislation which is based on the theory of combined responsibility which workers and employees share in order to maintain a hazard-free work environment and to improve the safety and health of workers in an organization (Dessler et al., 2011). The occupational health and safety regulation is one of the regulations under workers compensation act which comprises of legalRead MoreMental And Physical Health Of College Students1469 Words   |  6 Pages Literature Review: Mental and Physical Health of College Students Jackie Brocious Misericordia University Literature Review: Mental and Physical Health of College Students This paper is focused on the sub-topic of mental and physical health of college students, either within healthcare-related fields or general graduate programs. This sub-topic is a branch of our group’s research purpose of identifying the occupational therapy (OT) student’s perception and confidence with an OT programRead MoreA Theory That Individuals Can Live With Better Health1280 Words   |  6 PagesMatuska Christiansen (2008) proposed a theory that individuals can live with better health, less stress, more satisfaction, and have a balanced lifestyle through particular lifestyle configurations. Ultimately, the lifestyle balance is what can lead to a better quality of life with higher satisfaction and health because it contains compatibility of actual and desired occupation patterns based on an individual’s environment. The model recognizes that people have different physical, social, and cultural

Woman’s Suffrage Movement Free Essays

Women were considered sub-sets of their husbands, and after marriage they did not have the right to own property, maintain their wages, or sign a contract, much less vote. It was expected that women be obedient wives, never to hold a thought or opinion independent of their husbands. It was considered improper for women to travel alone or to speak in public. We will write a custom essay sample on Woman’s Suffrage Movement or any similar topic only for you Order Now In this paper the author will present the trace of the rise, the key players, the division within the movement, and what the overall effect was. Trace the Rise Timelines are often a dull list of events in chronological order found on walls or in appendices of books.The come in variety of forms and can be used for many different purposes. The Women’s suffrage movement was formally set into motion in 1848 with the first Women’s Rights Convention in Seneca Falls, New York. Women won the vote in the United States through a constitutional amendment, finally ratified in 1920. But along the road to winning the vote, states and localities gave the right to vote to women within their jurisdictions. This list documents many of those milestones in winning the vote for American women. â€Å"1776: New Jersey gives the vote to women owning more than $250.Later the state reconsidered and women were no longer allowed to vote. 1837: Kentucky gives some women suffrage in school elections. 1861: Kansas enters the Union; the new state gives its women the right to vote in local school elections. 1869: Wyoming territory constitution grants women the right to vote and to hold public office. 1870: Utah territory gives full suffrage to women. 1893: The male electorate in Colorado votes â€Å"yes† on woman suffrage. 1894: Some cities in Kentucky and Ohio give women the vote in school board elections. 1895: Utah amends its constitution to grant women suffrage. 896: Idaho adopts a constitutional amendment granting suffrage to women. 1902: Kentucky repeals limited school board election voting rights for women. 1910: Washington State votes for woman suffrage. 1911: California gives women the vote. 1912: Male electorates in Michigan, Kansas, Oregon and Arizona approve state constitutional amendments for woman suffrage. Wisconsin defeats a proposed suffrage amendment. 1912: Kentucky restores limited voting rights for women in school board elections. 1920: On August 26, a constitutional amendment is adopted when Tennessee ratifies it, granting full woman suffrage in all states of the United States. 971: The United States lowers the voting age for both men and women to eighteen (Lewis, 1999). † Key Players From what one has found there were at least 75 key players in the woman’s suffrage. It would be hard to write about the all at once, so one will pick the top twenty five that he or she believes that had a key impact on the suffrage. Twenty-five Minnesota women who contributed their efforts to the campaign during those years are commemorated in the Woman Suffrage Memorial Garden on the grounds of the Minnesota State Capitol in St.Paul: Harriet Bishop, Fanny Fligelman Brin, Myrtle Cain, Mary Jackman Colburn, Sarah Tarleton Colvin, Gratia Countryman, Nellie Griswold Francis, Elizabeth Hunt Harrison, Ethel Edgerton Hurd, Nanny Mattson Jaeger, Bertha Berglin Moller, Julia Bullard Nelson, Emily Gilman Noyes, Anna Dickie Olesen, Mabeth Hurd Paige, Martha Rogers Ripley, Maria Sanford, Josephine Schain, Josephine Sarles Simpson, Sarah Burger Stearns, Maud Conkey Stockwell , Jane Grey Swisshelm, Clara Hampson Ueland, Marguerite Wells, and Alice Ames Winter.Division within the Movement One found that in April 1913, she formed the Congressional Union (CU) to aid the Congressional Committee’s work. During this time, Alice Paul and the NAWSA leaders, including President Anna Howard Shaw, disagreed about the CU’s semi-militant strategies. During this disagreement caused the NAWSA to appoint a new Congressional Committee to replace Alice Paul’s committee. Now in early 1914, one saw that the CU officially resigned from the NAWSA.After the division, NAWSA continued to work for woman suffrage using more moderate strategies than the CU. The CU attempted to unify enfranchised women behind the suffrage cause, and created the Woman’s Party in order to do so. The CU and Woman’s Party merged to form the National Woman’s Party (NWP) in 1916. For the next three years, both organizations worked for woman suffrage, until the Senate approved the Susan B. Anthony Amendment on June 4, 1919 (Callahan, 2000). During the next year, both the NAWSA and NWP worked to get the amendment ratified.Overall Effect Until recently women rarely appeared in political history of the Gilded Age/Progressive Era. Although some women received the vote through state suffrage laws, women could not vote in all states, in all types of elections, until the Federal Suffrage Amendment of 1920 granted universal female suffrage (Flanagan, 1999). Since much political history examined politicians, presidents, and parties, women could not fit into the general framework used to study politics and political history.Early work on women and politics for the GA/PE concentrated on the woman suffrage movement, and, rather than having a primary political focus, it saw the movement as part of the overall women’s rights movement in the U. S. Standard earlier works in this vein include The Ideas of the Woman Suffrage Movement, relevant chapters in Flexner, Century of Struggle and Scott, The Southern Lady. These works, as well as much of the new bibliography on women and politics expose how much of our historical period has been shaped by male experience.Many of the works cited here consider more than the GA/PE, because women’s politics of that time period was clearly connected to those eras which preceded and followed and cannot be severed from them. I have, however, in this bibliography included only works that give sufficient detail on the GA/PE. As historians of women expanded the realm of historical inquiry to include women generally, they rejected the set agenda of political history and argued for a re-conceptualization of politics to break down the distinction between the public world of male politics and the private world of the largely female home.Seeing the supposedly â€Å"private† social/cultural concerns of women as political and public, using gender theory, public sphere theory, and responding to the idea that the personal is the political, scholars have fo cused on exploring a gendered women’s political culture. Conclusion Today women’s suffrage is considered a right The Convention on the Elimination of All Forms of Discrimination against Women is an international convention adopted in 1979 by the United Nations United Nations General Assembly, although a few countries, mainly in the Middle East, continue to deny voting rights to women.The celebration of the suffrage movement victory holds a particular relevance now, as it has helped lead us as a country and a people to where we are today. It celebrates a substantial milestone on the road to equal rights for women, and it honors those who helped win the day. It puts women back into our national history as active participants. It reminds us of the necessity of progressive leaders, organizers, and visionaries in every local community.References Callahan, Emily. Conflict in the United States Woman Suffrage Movement. Copyright 2000. Retrieved on April 6, 2009. http://www. ask. com/bar? q=was+there+any+division+ within+the +Woman%E2%80%99s+Suffrage+Movement;page =1;qsrc=2417;ab= 6;u=http%3A%2F%2Fwww. geocities. com%2Femilyc_25%2F Flanagan, Maureen. Women and Politics. Copyright  ©1999. Retrieved on April 3, 2009. http://www. ask. com/bar? q=What+has+been+the+overall+effect+of+the+Woman%27s+Suffrage+Movement+in+today%27s+society%3F++;page=1;qsrc=2417;ab=1;u=http%3A%2F%2Fwww. h-net. org%2F%7Eshgape%2Fbibessays%2Fwomenpol. tml Lewis, Jone. American Woman Suffrage  Timeline. Copyright 1999. Retrieved on April 4, 2009 http://www. ask. com/bar? q=outline+of+the+Woman%E2%80%99s+Suffrage+Movement;page=1;qsrc=0;ab=4;u=http%3A%2F%2Fwomenshistory. about. com%2Fod%2Fsuffrageoverview%2Fa%2Ftimeline_us. htm No Author. Who Were the Women who made up the Suffrage Movement? Copyright 2008. Retrieved on April 3, 2009 http://www. ask. com/bar? q=Who+were+the+key+players +in+the+Women%27s+Suffrage+Movement;page=1;qsrc=2417;ab=9;u=h How to cite Woman’s Suffrage Movement, Papers

Customer Support Relationship Management

Question: Discuss about the Customer Support Relationship Management. Answer: Introduction: It has been found that many customers face various troubles after signing up an unlimited ADSL 2++ and phone line rental with the company BOBO internet service. The main reason behind this is the negative attitude and awful behavior of the sales representatives of the particular organization. It has been found that in order to attract more customers; the BOBO Company advertises that it will provide home phone lines and internet rental at a very cheaper rate compared to other companies. In order to earn profit from this service, the company provides relatively lesser salary to its sales representatives. Thus, most of the customers face trouble regarding the service quality of the sales representatives. In addition to this, the company has a huge customer base but it does not has much support and customer service provider, thus, it has been noted that most of the times the customers face problem regarding getting any internet connection. Communication Method: The primary communication method for interacting with the consumers will be telephone conversation as it is the most important form of communication. The telephonic mode of communication can help in connecting between two diverse geographical points and provide services to people. The company can have the IP PBXs also known as the VoIP phone systems that can deliver telephone calls via different IP Networks, Call centres and the Contact Centres (Solomon, 2012). The telephonic conversation with the target consumers of the company essentially can follow four different stages that include introduction, development, closure and farewell. The customer service representation can greet the consumer, introduce them and mention the reason of the call. The phase of the introduction is followed by the development stage where the customer service representative can expound the features of the products and services of the company and at the same time listen to what the custo mer has to say. During the phase of telephonic conversation, the customer service representative needs to pay attention to what the customer needs to say and answer politely to the consumers (Lucas, 2012). The customer service representative also need take note of different aspects of the both verbal as well as non-verbal communication. In addition to this, the representative also needs to develop the competence to act as a filter and take note of what the consumer, handle the complaints and finally reach the goal of satisfying the consumers with the service (Lucas, 2012). During the stage of development, the customer service representative can explain the features of the available services and differentiate the products/services from substitutes in the market. Subsequently, the customer service representative can approach towards the closure and bid farewell. As per the provided video, the use, implication and the importance of a particular software has been analyzed that will guide an entrepreneur to run his business successfully. The name of the particular software is Staffing calculation tool for help desks. This particular software can be used and regulated in a spreadsheet only as it is a very simple tool. The objective of this Staffing calculation tool for help desks is to estimate the total numbers of FTEs (Full Time Equivalents) who are required for the company in order to run it effectively. In addition to this, this particular tool also helps to calculate the FTEs required at an average of monthly call volume rate and for three different call duration times. As the customer support department of any business of an organization is the most essential part, the entrepreneur or the management of the organization should put more importance to this customer support department. On the other hand, the particular tool Staffing calculatio n tool for help desks will help the management to understand the time minute that each of the customer service providers should spend behind providing services to each customer. In order to implement this specified tool within the organization for providing satisfied services to its customers, some calculations are required as per the user guide. These calculations will help the management to compare the staffing requirements at three different call durations by putting three different call duration estimates. In order to calculate the numbers of productive minutes per day, per employee, an individual should follow some guidelines that include both variable and fixed elements. These include the total numbers of days per year, from this the total numbers of weekends and holidays should be deducted along with the average vacation days per year per employee. In addition to this, the average turnover percentage rate, hours per day, average break time per day in hours, average administrative time per day in hours and average lunch time per day in hours will help to calculate the productive hours available per year. This calculation also involves productive hours per day and the total numbers of productive days per year available. The calculated productive hours per year available and the months per year will help an individual to calculate the productive hours per month within an organization. The calculated number of productive days per year available will help to calculate the productive hours per day available for the business. The minutes per day available is calculated based on the available productive hours per year, minutes per hour and available productive minutes per year and available productive days per year. The overall video presentation mainly helps in calculating the overall number of calls per day, which could be made by the company. In addition, the calculation might help businesses to contact it customers and generate the required sales. The calculation might need the overall number of weekdays and weekends that the company is open for work, which in turn might help in calculating the total number of working days for the organisation. Furthermore, the identification of total number of working days will mainly helps in calculating the average weekday call, which is been conducted to customers. This derivation of the calculation might mainly help owners or management to take adequate steps for increasing to decreasing the number of call to their respective customers. The number of weekdays per year is mainly calculated based on 52 weeks. In addition, if the company mainly works for 5 days in a week then (5 * 52 = 260). However, if one day is provided as a holiday in weekends then (1 * 52 = 52) days will be added. Thus, the total number of working days of the company is 312. In addition, the video also shows that the calculations need data of the total number of calls per year conducted by the company. This value mainly helps in generating the calls per month and per day, which is been conducted by the company to maintain their productivity. This vital information might mainly help the company to identify change in outgoing call, which might be needed to support their future endeavours. Furthermore, the user guide of the calculation mainly needs the number of calls conducted in a year by the company to help in distinguishing the calls made per month and per day. The user guideline for the number of current employees needs to be incorporated by the users for arriving at the appropriate calculation. In addition, the number of employee inputted might be changed with the full time and part time employees. In addition, the employees that work full time are considered as 1 and part time employees are considered as 0.5. This if there is 3 full time and 3 part time employees in the company, then in the input data, the number of current employee will be written as 4.5. This derivation of the number of employees might mainly help in providing accurate solution. Therefore, it can be said that this calculation will help to understand the tool Staffing calculation tool for help desks in order to attract more customers. References Graf, M., Schlegelmilch, B. B., Mudambi, S. M., Tallman, S. (2013). Outsourcing of customer relationship management: Implications for customer satisfaction.Journal of Strategic Marketing,21(1), 68-81. Herzig, J., Feigenblat, G., Shmueli-Scheuer, M., Konopnicki, D., Rafaeli, A. (2016, July). Predicting customer satisfaction in customer support conversations in social media using affective features. InProceedings of the 2016 Conference on User Modeling Adaptation and Personalization(pp. 115-119). ACM. Khodakarami, F., Chan, Y. E. (2014). Exploring the role of customer relationship management (CRM) systems in customer knowledge creation.Information Management,51(1), 27-42. Korschun, D., Bhattacharya, C. B., Swain, S. D. (2014). Corporate social responsibility, customer orientation, and the job performance of frontline employees.Journal of Marketing,78(3), 20-37. Lucas, R. (2012).Customer service. New York: McGraw-Hill. Roos, I., Lfgren, M., Edvardsson, B. (2013). Customer-support service from a relationship perspective: best practice for telecom.Management Research and Practice,5(2), 5. Solomon, M. (2012).High-tech, high-touch customer service. New York: American Management Association. Stark, J. (2015). Product lifecycle management. InProduct Lifecycle Management(pp. 1-29). Springer International Publishing. Tran, B. Q. (2014).U.S. Patent No. 8,902,882. Washington, DC: U.S. Patent and Trademark Office. Wuyts, S., Rindfleisch, A., Citrin, A. (2015). Outsourcing customer support: The role of provider customer focus.Journal of Operations Management,35, 40-55.