id	sid	tid	token	lemma	pos
ajst-13051	1	1	academic	academic	ADJ
ajst-13051	1	2	journal	journal	NOUN
ajst-13051	1	3	of	of	ADP
ajst-13051	1	4	science	science	NOUN
ajst-13051	1	5	and	and	CCONJ
ajst-13051	1	6	technology	technology	NOUN
ajst-13051	1	7	issn	issn	NOUN
ajst-13051	1	8	:	:	PUNCT
ajst-13051	1	9	2771	2771	NUM
ajst-13051	1	10	-	-	SYM
ajst-13051	1	11	3032	3032	NUM
ajst-13051	1	12	|	|	NOUN
ajst-13051	1	13	vol	vol	NOUN
ajst-13051	1	14	.	.	PROPN
ajst-13051	2	1	7	7	NUM
ajst-13051	2	2	,	,	PUNCT
ajst-13051	2	3	no	no	INTJ
ajst-13051	2	4	.	.	NOUN
ajst-13051	2	5	3	3	NUM
ajst-13051	2	6	,	,	PUNCT
ajst-13051	2	7	2023	2023	NUM
ajst-13051	2	8	81	81	NUM
ajst-13051	2	9	research	research	NOUN
ajst-13051	2	10	status	status	NOUN
ajst-13051	2	11	and	and	CCONJ
ajst-13051	2	12	thinking	thinking	NOUN
ajst-13051	2	13	of	of	ADP
ajst-13051	2	14	service	service	NOUN
ajst-13051	2	15	failure	failure	NOUN
ajst-13051	2	16	and	and	CCONJ
ajst-13051	2	17	service	service	NOUN
ajst-13051	2	18	recovery	recovery	NOUN
ajst-13051	2	19	of	of	ADP
ajst-13051	2	20	service	service	NOUN
ajst-13051	2	21	robot	robot	NOUN
ajst-13051	2	22	fangmin	fangmin	PROPN
ajst-13051	2	23	sun	sun	PROPN
ajst-13051	2	24	*	*	PROPN
ajst-13051	2	25	school	school	NOUN
ajst-13051	2	26	of	of	ADP
ajst-13051	2	27	economics	economic	NOUN
ajst-13051	2	28	and	and	CCONJ
ajst-13051	2	29	management	management	NOUN
ajst-13051	2	30	,	,	PUNCT
ajst-13051	3	1	tianjin	tianjin	PROPN
ajst-13051	3	2	university	university	PROPN
ajst-13051	3	3	of	of	ADP
ajst-13051	3	4	technology	technology	NOUN
ajst-13051	3	5	and	and	CCONJ
ajst-13051	3	6	education	education	NOUN
ajst-13051	3	7	,	,	PUNCT
ajst-13051	3	8	tianjin	tianjin	PROPN
ajst-13051	3	9	300222	300222	NUM
ajst-13051	3	10	,	,	PUNCT
ajst-13051	3	11	china	china	PROPN
ajst-13051	3	12	*	*	PUNCT
ajst-13051	3	13	corresponding	correspond	VERB
ajst-13051	3	14	author	author	NOUN
ajst-13051	3	15	:	:	PUNCT
ajst-13051	3	16	sun	sun	NOUN
ajst-13051	3	17	fangmin	fangmin	PROPN
ajst-13051	3	18	(	(	PUNCT
ajst-13051	3	19	email	email	NOUN
ajst-13051	3	20	:	:	PUNCT
ajst-13051	3	21	15169821303@163.com	15169821303@163.com	NUM
ajst-13051	3	22	)	)	PUNCT
ajst-13051	3	23	abstract	abstract	NOUN
ajst-13051	3	24	:	:	PUNCT
ajst-13051	3	25	with	with	ADP
ajst-13051	3	26	the	the	DET
ajst-13051	3	27	development	development	NOUN
ajst-13051	3	28	of	of	ADP
ajst-13051	3	29	intelligent	intelligent	ADJ
ajst-13051	3	30	technology	technology	NOUN
ajst-13051	3	31	,	,	PUNCT
ajst-13051	3	32	service	service	NOUN
ajst-13051	3	33	robots	robot	NOUN
ajst-13051	3	34	have	have	AUX
ajst-13051	3	35	appeared	appear	VERB
ajst-13051	3	36	in	in	ADP
ajst-13051	3	37	various	various	ADJ
ajst-13051	3	38	service	service	NOUN
ajst-13051	3	39	first	first	ADJ
ajst-13051	3	40	-	-	PUNCT
ajst-13051	3	41	line	line	NOUN
ajst-13051	3	42	environments	environment	NOUN
ajst-13051	3	43	,	,	PUNCT
ajst-13051	3	44	and	and	CCONJ
ajst-13051	3	45	consumers	consumer	NOUN
ajst-13051	3	46	will	will	AUX
ajst-13051	3	47	inevitably	inevitably	ADV
ajst-13051	3	48	encounter	encounter	VERB
ajst-13051	3	49	service	service	NOUN
ajst-13051	3	50	failure	failure	NOUN
ajst-13051	3	51	of	of	ADP
ajst-13051	3	52	service	service	NOUN
ajst-13051	3	53	robots	robot	NOUN
ajst-13051	3	54	.	.	PUNCT
ajst-13051	4	1	this	this	DET
ajst-13051	4	2	paper	paper	NOUN
ajst-13051	4	3	analyzes	analyze	VERB
ajst-13051	4	4	the	the	DET
ajst-13051	4	5	types	type	NOUN
ajst-13051	4	6	of	of	ADP
ajst-13051	4	7	service	service	NOUN
ajst-13051	4	8	failure	failure	NOUN
ajst-13051	4	9	by	by	ADP
ajst-13051	4	10	combing	comb	VERB
ajst-13051	4	11	the	the	DET
ajst-13051	4	12	relevant	relevant	ADJ
ajst-13051	4	13	literature	literature	NOUN
ajst-13051	4	14	on	on	ADP
ajst-13051	4	15	service	service	NOUN
ajst-13051	4	16	failure	failure	NOUN
ajst-13051	4	17	and	and	CCONJ
ajst-13051	4	18	service	service	NOUN
ajst-13051	4	19	recovery	recovery	NOUN
ajst-13051	4	20	,	,	PUNCT
ajst-13051	4	21	and	and	CCONJ
ajst-13051	4	22	based	base	VERB
ajst-13051	4	23	on	on	ADP
ajst-13051	4	24	the	the	DET
ajst-13051	4	25	social	social	ADJ
ajst-13051	4	26	cognitive	cognitive	ADJ
ajst-13051	4	27	theory	theory	NOUN
ajst-13051	4	28	,	,	PUNCT
ajst-13051	4	29	clarifies	clarify	VERB
ajst-13051	4	30	the	the	DET
ajst-13051	4	31	remedial	remedial	ADJ
ajst-13051	4	32	measures	measure	NOUN
ajst-13051	4	33	that	that	PRON
ajst-13051	4	34	should	should	AUX
ajst-13051	4	35	be	be	AUX
ajst-13051	4	36	taken	take	VERB
ajst-13051	4	37	after	after	SCONJ
ajst-13051	4	38	service	service	NOUN
ajst-13051	4	39	robot	robot	NOUN
ajst-13051	4	40	fails	fail	VERB
ajst-13051	4	41	.	.	PUNCT
ajst-13051	5	1	it	it	PRON
ajst-13051	5	2	is	be	AUX
ajst-13051	5	3	found	find	VERB
ajst-13051	5	4	that	that	SCONJ
ajst-13051	5	5	after	after	ADP
ajst-13051	5	6	process	process	NOUN
ajst-13051	5	7	failure	failure	NOUN
ajst-13051	5	8	,	,	PUNCT
ajst-13051	5	9	the	the	DET
ajst-13051	5	10	service	service	NOUN
ajst-13051	5	11	robot	robot	NOUN
ajst-13051	5	12	makes	make	VERB
ajst-13051	5	13	emotional	emotional	ADJ
ajst-13051	5	14	response	response	NOUN
ajst-13051	5	15	such	such	ADJ
ajst-13051	5	16	as	as	ADP
ajst-13051	5	17	apology	apology	NOUN
ajst-13051	5	18	or	or	CCONJ
ajst-13051	5	19	empathy	empathy	NOUN
ajst-13051	5	20	,	,	PUNCT
ajst-13051	5	21	the	the	DET
ajst-13051	5	22	service	service	NOUN
ajst-13051	5	23	recovery	recovery	NOUN
ajst-13051	5	24	effect	effect	NOUN
ajst-13051	5	25	is	be	AUX
ajst-13051	5	26	better	well	ADJ
ajst-13051	5	27	;	;	PUNCT
ajst-13051	5	28	when	when	SCONJ
ajst-13051	5	29	the	the	DET
ajst-13051	5	30	result	result	NOUN
ajst-13051	5	31	fails	fail	VERB
ajst-13051	5	32	,	,	PUNCT
ajst-13051	5	33	the	the	DET
ajst-13051	5	34	service	service	NOUN
ajst-13051	5	35	robot	robot	NOUN
ajst-13051	5	36	makes	make	VERB
ajst-13051	5	37	rational	rational	ADJ
ajst-13051	5	38	response	response	NOUN
ajst-13051	5	39	such	such	ADJ
ajst-13051	5	40	as	as	ADP
ajst-13051	5	41	explanation	explanation	NOUN
ajst-13051	5	42	,	,	PUNCT
ajst-13051	5	43	the	the	DET
ajst-13051	5	44	consumer	consumer	NOUN
ajst-13051	5	45	's	's	PART
ajst-13051	5	46	attitude	attitude	NOUN
ajst-13051	5	47	is	be	AUX
ajst-13051	5	48	more	more	ADV
ajst-13051	5	49	positive	positive	ADJ
ajst-13051	5	50	.	.	PUNCT
ajst-13051	6	1	the	the	DET
ajst-13051	6	2	research	research	NOUN
ajst-13051	6	3	results	result	NOUN
ajst-13051	6	4	provide	provide	VERB
ajst-13051	6	5	practical	practical	ADJ
ajst-13051	6	6	enlightenment	enlightenment	NOUN
ajst-13051	6	7	for	for	SCONJ
ajst-13051	6	8	enterprises	enterprise	NOUN
ajst-13051	6	9	to	to	PART
ajst-13051	6	10	carry	carry	VERB
ajst-13051	6	11	out	out	ADP
ajst-13051	6	12	service	service	NOUN
ajst-13051	6	13	recovery	recovery	NOUN
ajst-13051	6	14	.	.	PUNCT
ajst-13051	7	1	keywords	keyword	NOUN
ajst-13051	7	2	:	:	PUNCT
ajst-13051	7	3	failure	failure	NOUN
ajst-13051	7	4	type	type	NOUN
ajst-13051	7	5	;	;	PUNCT
ajst-13051	7	6	service	service	NOUN
ajst-13051	7	7	recovery	recovery	NOUN
ajst-13051	7	8	;	;	PUNCT
ajst-13051	7	9	service	service	NOUN
ajst-13051	7	10	robot	robot	NOUN
ajst-13051	7	11	;	;	PUNCT
ajst-13051	7	12	social	social	ADJ
ajst-13051	7	13	cognition	cognition	NOUN
ajst-13051	7	14	.	.	PUNCT
ajst-13051	8	1	1	1	X
ajst-13051	8	2	.	.	X
ajst-13051	8	3	introduction	introduction	NOUN
ajst-13051	8	4	intelligent	intelligent	ADJ
ajst-13051	8	5	service	service	NOUN
ajst-13051	8	6	robot	robot	NOUN
ajst-13051	8	7	is	be	AUX
ajst-13051	8	8	an	an	DET
ajst-13051	8	9	important	important	ADJ
ajst-13051	8	10	embodiment	embodiment	NOUN
ajst-13051	8	11	of	of	ADP
ajst-13051	8	12	artificial	artificial	ADJ
ajst-13051	8	13	intelligence	intelligence	NOUN
ajst-13051	8	14	,	,	PUNCT
ajst-13051	8	15	with	with	ADP
ajst-13051	8	16	the	the	DET
ajst-13051	8	17	rapid	rapid	ADJ
ajst-13051	8	18	development	development	NOUN
ajst-13051	8	19	of	of	ADP
ajst-13051	8	20	artificial	artificial	ADJ
ajst-13051	8	21	intelligence	intelligence	NOUN
ajst-13051	8	22	technology	technology	NOUN
ajst-13051	8	23	,	,	PUNCT
ajst-13051	8	24	it	it	PRON
ajst-13051	8	25	has	have	AUX
ajst-13051	8	26	been	be	AUX
ajst-13051	8	27	widely	widely	ADV
ajst-13051	8	28	used	use	VERB
ajst-13051	8	29	in	in	ADP
ajst-13051	8	30	restaurants	restaurant	NOUN
ajst-13051	8	31	,	,	PUNCT
ajst-13051	8	32	hotels	hotel	NOUN
ajst-13051	8	33	,	,	PUNCT
ajst-13051	8	34	express	express	VERB
ajst-13051	8	35	delivery	delivery	NOUN
ajst-13051	8	36	and	and	CCONJ
ajst-13051	8	37	medical	medical	ADJ
ajst-13051	8	38	service	service	NOUN
ajst-13051	8	39	environment	environment	NOUN
ajst-13051	8	40	,	,	PUNCT
ajst-13051	8	41	service	service	NOUN
ajst-13051	8	42	robots	robot	NOUN
ajst-13051	8	43	replace	replace	VERB
ajst-13051	8	44	human	human	ADJ
ajst-13051	8	45	employees	employee	NOUN
ajst-13051	8	46	in	in	ADP
ajst-13051	8	47	the	the	DET
ajst-13051	8	48	front	front	ADJ
ajst-13051	8	49	line	line	NOUN
ajst-13051	8	50	service	service	NOUN
ajst-13051	8	51	,	,	PUNCT
ajst-13051	8	52	face	face	NOUN
ajst-13051	8	53	-	-	PUNCT
ajst-13051	8	54	to	to	ADP
ajst-13051	8	55	-	-	PUNCT
ajst-13051	8	56	face	face	NOUN
ajst-13051	8	57	communication	communication	NOUN
ajst-13051	8	58	with	with	ADP
ajst-13051	8	59	humans	human	NOUN
ajst-13051	8	60	.	.	PUNCT
ajst-13051	9	1	the	the	DET
ajst-13051	9	2	common	common	ADJ
ajst-13051	9	3	service	service	NOUN
ajst-13051	9	4	robots	robot	NOUN
ajst-13051	9	5	mainly	mainly	ADV
ajst-13051	9	6	include	include	VERB
ajst-13051	9	7	food	food	NOUN
ajst-13051	9	8	delivery	delivery	NOUN
ajst-13051	9	9	robots	robot	NOUN
ajst-13051	9	10	,	,	PUNCT
ajst-13051	9	11	navigation	navigation	NOUN
ajst-13051	9	12	robots	robot	NOUN
ajst-13051	9	13	,	,	PUNCT
ajst-13051	9	14	distribution	distribution	NOUN
ajst-13051	9	15	robots	robot	NOUN
ajst-13051	9	16	,	,	PUNCT
ajst-13051	9	17	and	and	CCONJ
ajst-13051	9	18	guidance	guidance	NOUN
ajst-13051	9	19	robots	robot	NOUN
ajst-13051	9	20	.	.	PUNCT
ajst-13051	10	1	due	due	ADP
ajst-13051	10	2	to	to	ADP
ajst-13051	10	3	its	its	PRON
ajst-13051	10	4	advantages	advantage	NOUN
ajst-13051	10	5	of	of	ADP
ajst-13051	10	6	improving	improve	VERB
ajst-13051	10	7	service	service	NOUN
ajst-13051	10	8	efficiency	efficiency	NOUN
ajst-13051	10	9	,	,	PUNCT
ajst-13051	10	10	optimizing	optimize	VERB
ajst-13051	10	11	service	service	NOUN
ajst-13051	10	12	quality	quality	NOUN
ajst-13051	10	13	and	and	CCONJ
ajst-13051	10	14	reducing	reduce	VERB
ajst-13051	10	15	labor	labor	NOUN
ajst-13051	10	16	costs	cost	NOUN
ajst-13051	10	17	,	,	PUNCT
ajst-13051	10	18	enterprises	enterprise	NOUN
ajst-13051	10	19	have	have	AUX
ajst-13051	10	20	introduced	introduce	VERB
ajst-13051	10	21	service	service	NOUN
ajst-13051	10	22	robots	robot	NOUN
ajst-13051	10	23	to	to	PART
ajst-13051	10	24	replace	replace	VERB
ajst-13051	10	25	human	human	ADJ
ajst-13051	10	26	employees	employee	NOUN
ajst-13051	10	27	,	,	PUNCT
ajst-13051	10	28	and	and	CCONJ
ajst-13051	10	29	even	even	ADV
ajst-13051	10	30	hotels	hotel	NOUN
ajst-13051	10	31	that	that	PRON
ajst-13051	10	32	fully	fully	ADV
ajst-13051	10	33	use	use	VERB
ajst-13051	10	34	service	service	NOUN
ajst-13051	10	35	robots	robot	NOUN
ajst-13051	10	36	have	have	AUX
ajst-13051	10	37	appeared	appear	VERB
ajst-13051	10	38	.	.	PUNCT
ajst-13051	11	1	in	in	ADP
ajst-13051	11	2	the	the	DET
ajst-13051	11	3	context	context	NOUN
ajst-13051	11	4	of	of	ADP
ajst-13051	11	5	service	service	NOUN
ajst-13051	11	6	robots	robot	NOUN
ajst-13051	11	7	being	be	AUX
ajst-13051	11	8	widely	widely	ADV
ajst-13051	11	9	used	use	VERB
ajst-13051	11	10	in	in	ADP
ajst-13051	11	11	frontline	frontline	NOUN
ajst-13051	11	12	environments	environment	NOUN
ajst-13051	11	13	,	,	PUNCT
ajst-13051	11	14	service	service	NOUN
ajst-13051	11	15	failures	failure	NOUN
ajst-13051	11	16	will	will	AUX
ajst-13051	11	17	inevitably	inevitably	ADV
ajst-13051	11	18	occur	occur	VERB
ajst-13051	11	19	.	.	PUNCT
ajst-13051	12	1	for	for	ADP
ajst-13051	12	2	example	example	NOUN
ajst-13051	12	3	,	,	PUNCT
ajst-13051	12	4	churi	churi	PROPN
ajst-13051	12	5	,	,	PUNCT
ajst-13051	12	6	a	a	DET
ajst-13051	12	7	service	service	NOUN
ajst-13051	12	8	robot	robot	NOUN
ajst-13051	12	9	at	at	ADP
ajst-13051	12	10	the	the	DET
ajst-13051	12	11	henn	henn	PROPN
ajst-13051	12	12	-	-	PUNCT
ajst-13051	12	13	na	na	PROPN
ajst-13051	12	14	hotel	hotel	NOUN
ajst-13051	12	15	in	in	ADP
ajst-13051	12	16	japan	japan	PROPN
ajst-13051	12	17	,	,	PUNCT
ajst-13051	12	18	sees	see	VERB
ajst-13051	12	19	guests	guest	NOUN
ajst-13051	12	20	'	'	PART
ajst-13051	12	21	snoring	snoring	NOUN
ajst-13051	12	22	as	as	ADP
ajst-13051	12	23	a	a	DET
ajst-13051	12	24	distress	distress	NOUN
ajst-13051	12	25	signal	signal	NOUN
ajst-13051	12	26	and	and	CCONJ
ajst-13051	12	27	wakes	wake	VERB
ajst-13051	12	28	them	they	PRON
ajst-13051	12	29	up	up	ADP
ajst-13051	12	30	several	several	ADJ
ajst-13051	12	31	times	time	NOUN
ajst-13051	12	32	during	during	ADP
ajst-13051	12	33	the	the	DET
ajst-13051	12	34	night[1	night[1	NUM
ajst-13051	12	35	]	]	PUNCT
ajst-13051	12	36	.	.	PUNCT
ajst-13051	13	1	service	service	NOUN
ajst-13051	13	2	failure	failure	NOUN
ajst-13051	13	3	can	can	AUX
ajst-13051	13	4	lead	lead	VERB
ajst-13051	13	5	to	to	ADP
ajst-13051	13	6	negative	negative	ADJ
ajst-13051	13	7	emotions	emotion	NOUN
ajst-13051	13	8	,	,	PUNCT
ajst-13051	13	9	such	such	ADJ
ajst-13051	13	10	as	as	ADP
ajst-13051	13	11	frustration	frustration	NOUN
ajst-13051	13	12	,	,	PUNCT
ajst-13051	13	13	anger	anger	NOUN
ajst-13051	13	14	,	,	PUNCT
ajst-13051	13	15	disgust	disgust	NOUN
ajst-13051	13	16	and	and	CCONJ
ajst-13051	13	17	disappointment	disappointment	NOUN
ajst-13051	13	18	,	,	PUNCT
ajst-13051	13	19	and	and	CCONJ
ajst-13051	13	20	even	even	ADV
ajst-13051	13	21	complaints	complaint	NOUN
ajst-13051	13	22	or	or	CCONJ
ajst-13051	13	23	outright	outright	ADJ
ajst-13051	13	24	abandonment	abandonment	NOUN
ajst-13051	13	25	of	of	ADP
ajst-13051	13	26	service	service	NOUN
ajst-13051	13	27	robots[2	robots[2	PROPN
ajst-13051	13	28	-	-	PUNCT
ajst-13051	13	29	3	3	NUM
ajst-13051	13	30	]	]	PUNCT
ajst-13051	13	31	.	.	PUNCT
ajst-13051	14	1	service	service	NOUN
ajst-13051	14	2	robots	robot	NOUN
ajst-13051	14	3	need	need	VERB
ajst-13051	14	4	to	to	PART
ajst-13051	14	5	accumulate	accumulate	VERB
ajst-13051	14	6	various	various	ADJ
ajst-13051	14	7	human	human	ADJ
ajst-13051	14	8	-	-	PUNCT
ajst-13051	14	9	machine	machine	NOUN
ajst-13051	14	10	interaction	interaction	NOUN
ajst-13051	14	11	data	datum	NOUN
ajst-13051	14	12	from	from	ADP
ajst-13051	14	13	service	service	NOUN
ajst-13051	14	14	practice	practice	NOUN
ajst-13051	14	15	and	and	CCONJ
ajst-13051	14	16	constantly	constantly	ADV
ajst-13051	14	17	learn	learn	VERB
ajst-13051	14	18	from	from	ADP
ajst-13051	14	19	it	it	PRON
ajst-13051	14	20	to	to	PART
ajst-13051	14	21	improve	improve	VERB
ajst-13051	14	22	their	their	PRON
ajst-13051	14	23	intelligence	intelligence	NOUN
ajst-13051	14	24	level	level	NOUN
ajst-13051	14	25	.	.	PUNCT
ajst-13051	15	1	consumers	consumer	NOUN
ajst-13051	15	2	'	'	PART
ajst-13051	15	3	disgust	disgust	NOUN
ajst-13051	15	4	and	and	CCONJ
ajst-13051	15	5	rejection	rejection	NOUN
ajst-13051	15	6	of	of	ADP
ajst-13051	15	7	service	service	NOUN
ajst-13051	15	8	robot	robot	NOUN
ajst-13051	15	9	after	after	SCONJ
ajst-13051	15	10	service	service	NOUN
ajst-13051	15	11	failure	failure	NOUN
ajst-13051	15	12	will	will	AUX
ajst-13051	15	13	hinder	hinder	VERB
ajst-13051	15	14	the	the	DET
ajst-13051	15	15	application	application	NOUN
ajst-13051	15	16	and	and	CCONJ
ajst-13051	15	17	development	development	NOUN
ajst-13051	15	18	of	of	ADP
ajst-13051	15	19	intelligent	intelligent	ADJ
ajst-13051	15	20	service	service	NOUN
ajst-13051	15	21	robot	robot	NOUN
ajst-13051	15	22	.	.	PUNCT
ajst-13051	16	1	studies	study	NOUN
ajst-13051	16	2	have	have	AUX
ajst-13051	16	3	shown	show	VERB
ajst-13051	16	4	that	that	SCONJ
ajst-13051	16	5	remedial	remedial	ADJ
ajst-13051	16	6	measures	measure	NOUN
ajst-13051	16	7	such	such	ADJ
ajst-13051	16	8	as	as	ADP
ajst-13051	16	9	apology	apology	NOUN
ajst-13051	16	10	or	or	CCONJ
ajst-13051	16	11	explanation	explanation	NOUN
ajst-13051	16	12	by	by	ADP
ajst-13051	16	13	service	service	NOUN
ajst-13051	16	14	robots	robot	NOUN
ajst-13051	16	15	or	or	CCONJ
ajst-13051	16	16	human	human	ADJ
ajst-13051	16	17	employees	employee	NOUN
ajst-13051	16	18	can	can	AUX
ajst-13051	16	19	help	help	VERB
ajst-13051	16	20	to	to	PART
ajst-13051	16	21	restore	restore	VERB
ajst-13051	16	22	consumers	consumer	NOUN
ajst-13051	16	23	'	'	PART
ajst-13051	16	24	dissatisfaction	dissatisfaction	NOUN
ajst-13051	16	25	with	with	ADP
ajst-13051	16	26	robot	robot	NOUN
ajst-13051	16	27	failure	failure	NOUN
ajst-13051	16	28	and	and	CCONJ
ajst-13051	16	29	change	change	VERB
ajst-13051	16	30	consumers	consumer	NOUN
ajst-13051	16	31	'	'	PART
ajst-13051	16	32	behavioral	behavioral	ADJ
ajst-13051	16	33	willingness[4	willingness[4	NOUN
ajst-13051	16	34	-	-	SYM
ajst-13051	16	35	6	6	NUM
ajst-13051	16	36	]	]	PUNCT
ajst-13051	16	37	.	.	PUNCT
ajst-13051	17	1	however	however	ADV
ajst-13051	17	2	,	,	PUNCT
ajst-13051	17	3	in	in	ADP
ajst-13051	17	4	the	the	DET
ajst-13051	17	5	intelligent	intelligent	ADJ
ajst-13051	17	6	service	service	NOUN
ajst-13051	17	7	environment	environment	NOUN
ajst-13051	17	8	,	,	PUNCT
ajst-13051	17	9	service	service	NOUN
ajst-13051	17	10	robots	robot	NOUN
ajst-13051	17	11	may	may	AUX
ajst-13051	17	12	fail	fail	VERB
ajst-13051	17	13	in	in	ADP
ajst-13051	17	14	different	different	ADJ
ajst-13051	17	15	degrees	degree	NOUN
ajst-13051	17	16	,	,	PUNCT
ajst-13051	17	17	and	and	CCONJ
ajst-13051	17	18	some	some	PRON
ajst-13051	17	19	may	may	AUX
ajst-13051	17	20	cause	cause	VERB
ajst-13051	17	21	irreparable	irreparable	ADJ
ajst-13051	17	22	losses	loss	NOUN
ajst-13051	17	23	to	to	ADP
ajst-13051	17	24	consumers	consumer	NOUN
ajst-13051	17	25	.	.	PUNCT
ajst-13051	18	1	for	for	ADP
ajst-13051	18	2	example	example	NOUN
ajst-13051	18	3	,	,	PUNCT
ajst-13051	18	4	xue	xue	PROPN
ajst-13051	18	5	zhe	zhe	PROPN
ajst-13051	18	6	et	et	PROPN
ajst-13051	18	7	al	al	PROPN
ajst-13051	18	8	(	(	PUNCT
ajst-13051	18	9	2023	2023	NUM
ajst-13051	18	10	)	)	PUNCT
ajst-13051	18	11	found	find	VERB
ajst-13051	18	12	that	that	SCONJ
ajst-13051	18	13	the	the	DET
ajst-13051	18	14	severity	severity	NOUN
ajst-13051	18	15	of	of	ADP
ajst-13051	18	16	service	service	NOUN
ajst-13051	18	17	failure	failure	NOUN
ajst-13051	18	18	of	of	ADP
ajst-13051	18	19	robots	robot	NOUN
ajst-13051	18	20	will	will	AUX
ajst-13051	18	21	affect	affect	VERB
ajst-13051	18	22	customers	customer	NOUN
ajst-13051	18	23	'	'	PART
ajst-13051	18	24	willingness	willingness	NOUN
ajst-13051	18	25	to	to	PART
ajst-13051	18	26	continue	continue	VERB
ajst-13051	18	27	using	use	VERB
ajst-13051	18	28	them[6	them[6	NUM
ajst-13051	18	29	]	]	PUNCT
ajst-13051	18	30	.	.	PUNCT
ajst-13051	19	1	for	for	ADP
ajst-13051	19	2	more	more	ADV
ajst-13051	19	3	serious	serious	ADJ
ajst-13051	19	4	service	service	NOUN
ajst-13051	19	5	failures	failure	NOUN
ajst-13051	19	6	,	,	PUNCT
ajst-13051	19	7	there	there	PRON
ajst-13051	19	8	is	be	VERB
ajst-13051	19	9	a	a	DET
ajst-13051	19	10	lack	lack	NOUN
ajst-13051	19	11	of	of	ADP
ajst-13051	19	12	systematic	systematic	ADJ
ajst-13051	19	13	thinking	thinking	NOUN
ajst-13051	19	14	about	about	ADP
ajst-13051	19	15	the	the	DET
ajst-13051	19	16	effectiveness	effectiveness	NOUN
ajst-13051	19	17	of	of	ADP
ajst-13051	19	18	remedies	remedy	NOUN
ajst-13051	19	19	for	for	ADP
ajst-13051	19	20	apologies	apology	NOUN
ajst-13051	19	21	and	and	CCONJ
ajst-13051	19	22	explanations	explanation	NOUN
ajst-13051	19	23	.	.	PUNCT
ajst-13051	20	1	how	how	SCONJ
ajst-13051	20	2	effective	effective	ADJ
ajst-13051	20	3	apologies	apology	NOUN
ajst-13051	20	4	,	,	PUNCT
ajst-13051	20	5	explanations	explanation	NOUN
ajst-13051	20	6	,	,	PUNCT
ajst-13051	20	7	and	and	CCONJ
ajst-13051	20	8	other	other	ADJ
ajst-13051	20	9	remedies	remedy	NOUN
ajst-13051	20	10	are	be	AUX
ajst-13051	20	11	for	for	ADP
ajst-13051	20	12	service	service	NOUN
ajst-13051	20	13	failures	failure	NOUN
ajst-13051	20	14	of	of	ADP
ajst-13051	20	15	varying	vary	VERB
ajst-13051	20	16	severity	severity	NOUN
ajst-13051	20	17	has	have	AUX
ajst-13051	20	18	not	not	PART
ajst-13051	20	19	been	be	AUX
ajst-13051	20	20	effectively	effectively	ADV
ajst-13051	20	21	answered	answer	VERB
ajst-13051	20	22	.	.	PUNCT
ajst-13051	21	1	therefore	therefore	ADV
ajst-13051	21	2	,	,	PUNCT
ajst-13051	21	3	through	through	ADP
ajst-13051	21	4	literature	literature	NOUN
ajst-13051	21	5	analysis	analysis	NOUN
ajst-13051	21	6	,	,	PUNCT
ajst-13051	21	7	this	this	DET
ajst-13051	21	8	study	study	NOUN
ajst-13051	21	9	sorts	sort	VERB
ajst-13051	21	10	out	out	ADP
ajst-13051	21	11	the	the	DET
ajst-13051	21	12	existing	exist	VERB
ajst-13051	21	13	research	research	NOUN
ajst-13051	21	14	on	on	ADP
ajst-13051	21	15	the	the	DET
ajst-13051	21	16	types	type	NOUN
ajst-13051	21	17	of	of	ADP
ajst-13051	21	18	service	service	NOUN
ajst-13051	21	19	failure	failure	NOUN
ajst-13051	21	20	and	and	CCONJ
ajst-13051	21	21	service	service	NOUN
ajst-13051	21	22	remedy	remedy	NOUN
ajst-13051	21	23	,	,	PUNCT
ajst-13051	21	24	and	and	CCONJ
ajst-13051	21	25	focuses	focus	VERB
ajst-13051	21	26	on	on	ADV
ajst-13051	21	27	and	and	CCONJ
ajst-13051	21	28	considers	consider	VERB
ajst-13051	21	29	the	the	DET
ajst-13051	21	30	effects	effect	NOUN
ajst-13051	21	31	of	of	ADP
ajst-13051	21	32	various	various	ADJ
ajst-13051	21	33	remedial	remedial	ADJ
ajst-13051	21	34	measures	measure	NOUN
ajst-13051	21	35	on	on	ADP
ajst-13051	21	36	different	different	ADJ
ajst-13051	21	37	severity	severity	NOUN
ajst-13051	21	38	of	of	ADP
ajst-13051	21	39	service	service	NOUN
ajst-13051	21	40	failure	failure	NOUN
ajst-13051	21	41	and	and	CCONJ
ajst-13051	21	42	the	the	DET
ajst-13051	21	43	impact	impact	NOUN
ajst-13051	21	44	on	on	ADP
ajst-13051	21	45	consumers	consumer	NOUN
ajst-13051	21	46	'	'	PART
ajst-13051	21	47	switching	switch	VERB
ajst-13051	21	48	behavior	behavior	NOUN
ajst-13051	21	49	intention	intention	NOUN
ajst-13051	21	50	.	.	PUNCT
ajst-13051	22	1	2	2	X
ajst-13051	22	2	.	.	X
ajst-13051	22	3	theoretical	theoretical	ADJ
ajst-13051	22	4	background	background	NOUN
ajst-13051	22	5	2.1	2.1	NUM
ajst-13051	22	6	.	.	PUNCT
ajst-13051	23	1	service	service	NOUN
ajst-13051	23	2	robots	robot	NOUN
ajst-13051	23	3	service	service	NOUN
ajst-13051	23	4	robots	robot	NOUN
ajst-13051	23	5	are	be	AUX
ajst-13051	23	6	different	different	ADJ
ajst-13051	23	7	from	from	ADP
ajst-13051	23	8	industrial	industrial	ADJ
ajst-13051	23	9	robots	robot	NOUN
ajst-13051	23	10	with	with	ADP
ajst-13051	23	11	the	the	DET
ajst-13051	23	12	"	"	PUNCT
ajst-13051	23	13	highest	high	ADJ
ajst-13051	23	14	"	"	PUNCT
ajst-13051	23	15	level	level	NOUN
ajst-13051	23	16	of	of	ADP
ajst-13051	23	17	intelligence	intelligence	NOUN
ajst-13051	23	18	and	and	CCONJ
ajst-13051	23	19	are	be	AUX
ajst-13051	23	20	able	able	ADJ
ajst-13051	23	21	to	to	PART
ajst-13051	23	22	provide	provide	VERB
ajst-13051	23	23	consumers	consumer	NOUN
ajst-13051	23	24	with	with	ADP
ajst-13051	23	25	social	social	ADJ
ajst-13051	23	26	and	and	CCONJ
ajst-13051	23	27	emotional	emotional	ADJ
ajst-13051	23	28	interaction	interaction	NOUN
ajst-13051	23	29	services	service	NOUN
ajst-13051	23	30	,	,	PUNCT
ajst-13051	23	31	such	such	ADJ
ajst-13051	23	32	as	as	ADP
ajst-13051	23	33	chatbots	chatbot	NOUN
ajst-13051	23	34	that	that	PRON
ajst-13051	23	35	communicate	communicate	VERB
ajst-13051	23	36	with	with	ADP
ajst-13051	23	37	customers[7	customers[7	NOUN
ajst-13051	23	38	]	]	PUNCT
ajst-13051	23	39	.	.	PUNCT
ajst-13051	24	1	according	accord	VERB
ajst-13051	24	2	to	to	ADP
ajst-13051	24	3	the	the	DET
ajst-13051	24	4	different	different	ADJ
ajst-13051	24	5	level	level	NOUN
ajst-13051	24	6	of	of	ADP
ajst-13051	24	7	intelligence	intelligence	NOUN
ajst-13051	24	8	of	of	ADP
ajst-13051	24	9	service	service	NOUN
ajst-13051	24	10	robots	robot	NOUN
ajst-13051	24	11	,	,	PUNCT
ajst-13051	24	12	service	service	NOUN
ajst-13051	24	13	robots	robot	NOUN
ajst-13051	24	14	can	can	AUX
ajst-13051	24	15	present	present	VERB
ajst-13051	24	16	different	different	ADJ
ajst-13051	24	17	degrees	degree	NOUN
ajst-13051	24	18	of	of	ADP
ajst-13051	24	19	automated	automate	VERB
ajst-13051	24	20	social	social	ADJ
ajst-13051	24	21	existence	existence	NOUN
ajst-13051	24	22	,	,	PUNCT
ajst-13051	24	23	so	so	SCONJ
ajst-13051	24	24	as	as	SCONJ
ajst-13051	24	25	to	to	PART
ajst-13051	24	26	help	help	VERB
ajst-13051	24	27	customers	customer	NOUN
ajst-13051	24	28	feel	feel	VERB
ajst-13051	24	29	the	the	DET
ajst-13051	24	30	existence	existence	NOUN
ajst-13051	24	31	of	of	ADP
ajst-13051	24	32	another	another	DET
ajst-13051	24	33	social	social	ADJ
ajst-13051	24	34	entity	entity	NOUN
ajst-13051	24	35	.	.	PUNCT
ajst-13051	25	1	for	for	ADP
ajst-13051	25	2	example	example	NOUN
ajst-13051	25	3	,	,	PUNCT
ajst-13051	25	4	consumers	consumer	NOUN
ajst-13051	25	5	tend	tend	VERB
ajst-13051	25	6	to	to	PART
ajst-13051	25	7	perceive	perceive	VERB
ajst-13051	25	8	service	service	NOUN
ajst-13051	25	9	robots	robot	NOUN
ajst-13051	25	10	with	with	ADP
ajst-13051	25	11	a	a	DET
ajst-13051	25	12	higher	high	ADJ
ajst-13051	25	13	degree	degree	NOUN
ajst-13051	25	14	of	of	ADP
ajst-13051	25	15	anthropomorphism	anthropomorphism	NOUN
ajst-13051	25	16	as	as	ADP
ajst-13051	25	17	warmer	warm	ADJ
ajst-13051	25	18	,	,	PUNCT
ajst-13051	25	19	more	more	ADV
ajst-13051	25	20	intimate	intimate	ADJ
ajst-13051	25	21	,	,	PUNCT
ajst-13051	25	22	and	and	CCONJ
ajst-13051	25	23	more	more	ADJ
ajst-13051	25	24	friend	friend	NOUN
ajst-13051	25	25	-	-	PUNCT
ajst-13051	25	26	like[8	like[8	NOUN
ajst-13051	25	27	]	]	PUNCT
ajst-13051	25	28	.	.	PUNCT
ajst-13051	26	1	the	the	DET
ajst-13051	26	2	service	service	NOUN
ajst-13051	26	3	robot	robot	NOUN
ajst-13051	26	4	acceptance	acceptance	NOUN
ajst-13051	26	5	model	model	NOUN
ajst-13051	26	6	suggests	suggest	VERB
ajst-13051	26	7	that	that	SCONJ
ajst-13051	26	8	consumer	consumer	NOUN
ajst-13051	26	9	acceptance	acceptance	NOUN
ajst-13051	26	10	of	of	ADP
ajst-13051	26	11	a	a	DET
ajst-13051	26	12	robot	robot	NOUN
ajst-13051	26	13	depends	depend	VERB
ajst-13051	26	14	not	not	PART
ajst-13051	26	15	only	only	ADV
ajst-13051	26	16	on	on	ADP
ajst-13051	26	17	functional	functional	ADJ
ajst-13051	26	18	elements	element	NOUN
ajst-13051	26	19	(	(	PUNCT
ajst-13051	26	20	e.g.	e.g.	ADV
ajst-13051	26	21	,	,	PUNCT
ajst-13051	26	22	perceived	perceive	VERB
ajst-13051	26	23	usefulness	usefulness	NOUN
ajst-13051	26	24	and	and	CCONJ
ajst-13051	26	25	ease	ease	NOUN
ajst-13051	26	26	of	of	ADP
ajst-13051	26	27	use	use	NOUN
ajst-13051	26	28	)	)	PUNCT
ajst-13051	26	29	,	,	PUNCT
ajst-13051	26	30	but	but	CCONJ
ajst-13051	26	31	also	also	ADV
ajst-13051	26	32	on	on	ADP
ajst-13051	26	33	social	social	ADJ
ajst-13051	26	34	-	-	PUNCT
ajst-13051	26	35	emotional	emotional	ADJ
ajst-13051	26	36	and	and	CCONJ
ajst-13051	26	37	relational	relational	ADJ
ajst-13051	26	38	elements[9	elements[9	NOUN
ajst-13051	26	39	]	]	PUNCT
ajst-13051	26	40	.	.	PUNCT
ajst-13051	27	1	previous	previous	ADJ
ajst-13051	27	2	research	research	NOUN
ajst-13051	27	3	has	have	AUX
ajst-13051	27	4	pointed	point	VERB
ajst-13051	27	5	to	to	ADP
ajst-13051	27	6	the	the	DET
ajst-13051	27	7	importance	importance	NOUN
ajst-13051	27	8	of	of	ADP
ajst-13051	27	9	both	both	PRON
ajst-13051	27	10	in	in	ADP
ajst-13051	27	11	several	several	ADJ
ajst-13051	27	12	ways	way	NOUN
ajst-13051	27	13	.	.	PUNCT
ajst-13051	28	1	firstly	firstly	ADV
ajst-13051	28	2	,	,	PUNCT
ajst-13051	28	3	the	the	DET
ajst-13051	28	4	level	level	NOUN
ajst-13051	28	5	of	of	ADP
ajst-13051	28	6	anthropomorphism	anthropomorphism	NOUN
ajst-13051	28	7	in	in	ADP
ajst-13051	28	8	the	the	DET
ajst-13051	28	9	appearance	appearance	NOUN
ajst-13051	28	10	and	and	CCONJ
ajst-13051	28	11	behavior	behavior	NOUN
ajst-13051	28	12	of	of	ADP
ajst-13051	28	13	service	service	NOUN
ajst-13051	28	14	robots	robot	NOUN
ajst-13051	28	15	can	can	AUX
ajst-13051	28	16	affect	affect	VERB
ajst-13051	28	17	consumers	consumer	NOUN
ajst-13051	28	18	'	'	PART
ajst-13051	28	19	attitude	attitude	NOUN
ajst-13051	28	20	and	and	CCONJ
ajst-13051	28	21	interaction	interaction	NOUN
ajst-13051	28	22	intention[10	intention[10	NOUN
ajst-13051	28	23	]	]	PUNCT
ajst-13051	28	24	.	.	PUNCT
ajst-13051	29	1	robots	robot	NOUN
ajst-13051	29	2	with	with	ADP
ajst-13051	29	3	a	a	DET
ajst-13051	29	4	higher	high	ADJ
ajst-13051	29	5	level	level	NOUN
ajst-13051	29	6	of	of	ADP
ajst-13051	29	7	anthropomorphism	anthropomorphism	NOUN
ajst-13051	29	8	also	also	ADV
ajst-13051	29	9	have	have	VERB
ajst-13051	29	10	a	a	DET
ajst-13051	29	11	higher	high	ADJ
ajst-13051	29	12	consumer	consumer	NOUN
ajst-13051	29	13	perception	perception	NOUN
ajst-13051	29	14	of	of	ADP
ajst-13051	29	15	their	their	PRON
ajst-13051	29	16	mind	mind	NOUN
ajst-13051	29	17	and	and	CCONJ
ajst-13051	29	18	warmth	warmth	NOUN
ajst-13051	29	19	.	.	PUNCT
ajst-13051	30	1	second	second	ADJ
ajst-13051	30	2	,	,	PUNCT
ajst-13051	30	3	service	service	NOUN
ajst-13051	30	4	robots	robot	NOUN
ajst-13051	30	5	with	with	ADP
ajst-13051	30	6	a	a	DET
ajst-13051	30	7	higher	high	ADJ
ajst-13051	30	8	level	level	NOUN
ajst-13051	30	9	of	of	ADP
ajst-13051	30	10	automated	automate	VERB
ajst-13051	30	11	social	social	ADJ
ajst-13051	30	12	presence	presence	NOUN
ajst-13051	30	13	are	be	AUX
ajst-13051	30	14	considered	consider	VERB
ajst-13051	30	15	to	to	PART
ajst-13051	30	16	be	be	AUX
ajst-13051	30	17	more	more	ADV
ajst-13051	30	18	capable	capable	ADJ
ajst-13051	30	19	,	,	PUNCT
ajst-13051	30	20	as	as	ADV
ajst-13051	30	21	well	well	ADV
ajst-13051	30	22	as	as	ADP
ajst-13051	30	23	more	more	ADV
ajst-13051	30	24	intelligent	intelligent	ADJ
ajst-13051	30	25	.	.	PUNCT
ajst-13051	31	1	warmth	warmth	NOUN
ajst-13051	31	2	and	and	CCONJ
ajst-13051	31	3	ability	ability	NOUN
ajst-13051	31	4	are	be	AUX
ajst-13051	31	5	the	the	DET
ajst-13051	31	6	basic	basic	ADJ
ajst-13051	31	7	dimensions	dimension	NOUN
ajst-13051	31	8	of	of	ADP
ajst-13051	31	9	social	social	ADJ
ajst-13051	31	10	perception	perception	NOUN
ajst-13051	31	11	.	.	PUNCT
ajst-13051	32	1	consumers	consumer	NOUN
ajst-13051	32	2	can	can	AUX
ajst-13051	32	3	better	well	ADV
ajst-13051	32	4	understand	understand	VERB
ajst-13051	32	5	and	and	CCONJ
ajst-13051	32	6	interact	interact	VERB
ajst-13051	32	7	with	with	ADP
ajst-13051	32	8	service	service	NOUN
ajst-13051	32	9	robots	robot	NOUN
ajst-13051	32	10	by	by	ADP
ajst-13051	32	11	judging	judge	VERB
ajst-13051	32	12	the	the	DET
ajst-13051	32	13	warmth	warmth	NOUN
ajst-13051	32	14	perception	perception	NOUN
ajst-13051	32	15	and	and	CCONJ
ajst-13051	32	16	ability	ability	NOUN
ajst-13051	32	17	perception	perception	NOUN
ajst-13051	32	18	of	of	ADP
ajst-13051	32	19	service	service	NOUN
ajst-13051	32	20	robots[11	robots[11	NOUN
ajst-13051	32	21	]	]	PUNCT
ajst-13051	32	22	.	.	PUNCT
ajst-13051	33	1	social	social	ADJ
ajst-13051	33	2	-	-	PUNCT
ajst-13051	33	3	emotional	emotional	ADJ
ajst-13051	33	4	and	and	CCONJ
ajst-13051	33	5	relational	relational	ADJ
ajst-13051	33	6	factors	factor	NOUN
ajst-13051	33	7	can	can	AUX
ajst-13051	33	8	drive	drive	VERB
ajst-13051	33	9	warmth	warmth	NOUN
ajst-13051	33	10	perception	perception	NOUN
ajst-13051	33	11	,	,	PUNCT
ajst-13051	33	12	while	while	SCONJ
ajst-13051	33	13	functional	functional	ADJ
ajst-13051	33	14	factors	factor	NOUN
ajst-13051	33	15	can	can	AUX
ajst-13051	33	16	shape	shape	VERB
ajst-13051	33	17	consumers	consumer	NOUN
ajst-13051	33	18	'	'	PART
ajst-13051	33	19	perception	perception	NOUN
ajst-13051	33	20	of	of	ADP
ajst-13051	33	21	competence[9	competence[9	NOUN
ajst-13051	33	22	]	]	PUNCT
ajst-13051	33	23	.	.	PUNCT
ajst-13051	34	1	therefore	therefore	ADV
ajst-13051	34	2	,	,	PUNCT
ajst-13051	34	3	this	this	DET
ajst-13051	34	4	study	study	NOUN
ajst-13051	34	5	draws	draw	VERB
ajst-13051	34	6	on	on	ADP
ajst-13051	34	7	the	the	DET
ajst-13051	34	8	research	research	NOUN
ajst-13051	34	9	of	of	ADP
ajst-13051	34	10	service	service	NOUN
ajst-13051	34	11	robot	robot	NOUN
ajst-13051	34	12	82	82	NUM
ajst-13051	34	13	acceptance	acceptance	NOUN
ajst-13051	34	14	model	model	NOUN
ajst-13051	34	15	and	and	CCONJ
ajst-13051	34	16	social	social	ADJ
ajst-13051	34	17	perception	perception	NOUN
ajst-13051	34	18	theory	theory	NOUN
ajst-13051	34	19	,	,	PUNCT
ajst-13051	34	20	and	and	CCONJ
ajst-13051	34	21	analyzes	analyze	VERB
ajst-13051	34	22	the	the	DET
ajst-13051	34	23	service	service	NOUN
ajst-13051	34	24	recovery	recovery	NOUN
ajst-13051	34	25	effects	effect	NOUN
ajst-13051	34	26	of	of	ADP
ajst-13051	34	27	several	several	ADJ
ajst-13051	34	28	remedial	remedial	ADJ
ajst-13051	34	29	measures	measure	NOUN
ajst-13051	34	30	such	such	ADJ
ajst-13051	34	31	as	as	ADP
ajst-13051	34	32	apology	apology	NOUN
ajst-13051	34	33	,	,	PUNCT
ajst-13051	34	34	explanation	explanation	NOUN
ajst-13051	34	35	and	and	CCONJ
ajst-13051	34	36	human	human	ADJ
ajst-13051	34	37	employee	employee	NOUN
ajst-13051	34	38	assistance	assistance	NOUN
ajst-13051	34	39	from	from	ADP
ajst-13051	34	40	the	the	DET
ajst-13051	34	41	perspective	perspective	NOUN
ajst-13051	34	42	of	of	ADP
ajst-13051	34	43	service	service	NOUN
ajst-13051	34	44	failure	failure	NOUN
ajst-13051	34	45	types	type	NOUN
ajst-13051	34	46	.	.	PUNCT
ajst-13051	35	1	2.2	2.2	NUM
ajst-13051	35	2	.	.	PUNCT
ajst-13051	35	3	service	service	NOUN
ajst-13051	35	4	failure	failure	NOUN
ajst-13051	35	5	the	the	DET
ajst-13051	35	6	marketing	marketing	NOUN
ajst-13051	35	7	literature	literature	NOUN
ajst-13051	35	8	distinguishes	distinguish	VERB
ajst-13051	35	9	between	between	ADP
ajst-13051	35	10	two	two	NUM
ajst-13051	35	11	types	type	NOUN
ajst-13051	35	12	of	of	ADP
ajst-13051	35	13	service	service	NOUN
ajst-13051	35	14	failure	failure	NOUN
ajst-13051	35	15	:	:	PUNCT
ajst-13051	35	16	outcome	outcome	NOUN
ajst-13051	35	17	failure	failure	NOUN
ajst-13051	35	18	and	and	CCONJ
ajst-13051	35	19	process	process	NOUN
ajst-13051	35	20	failure[12	failure[12	PROPN
ajst-13051	35	21	-	-	PUNCT
ajst-13051	35	22	13	13	NUM
ajst-13051	35	23	]	]	PUNCT
ajst-13051	35	24	.	.	PUNCT
ajst-13051	36	1	a	a	DET
ajst-13051	36	2	result	result	NOUN
ajst-13051	36	3	failure	failure	NOUN
ajst-13051	36	4	is	be	AUX
ajst-13051	36	5	when	when	SCONJ
ajst-13051	36	6	a	a	DET
ajst-13051	36	7	service	service	NOUN
ajst-13051	36	8	company	company	NOUN
ajst-13051	36	9	fails	fail	VERB
ajst-13051	36	10	to	to	PART
ajst-13051	36	11	meet	meet	VERB
ajst-13051	36	12	basic	basic	ADJ
ajst-13051	36	13	service	service	NOUN
ajst-13051	36	14	needs	need	NOUN
ajst-13051	36	15	or	or	CCONJ
ajst-13051	36	16	is	be	AUX
ajst-13051	36	17	unable	unable	ADJ
ajst-13051	36	18	to	to	PART
ajst-13051	36	19	perform	perform	VERB
ajst-13051	36	20	core	core	NOUN
ajst-13051	36	21	services	service	NOUN
ajst-13051	36	22	(	(	PUNCT
ajst-13051	36	23	for	for	ADP
ajst-13051	36	24	example	example	NOUN
ajst-13051	36	25	,	,	PUNCT
ajst-13051	36	26	a	a	DET
ajst-13051	36	27	hotel	hotel	NOUN
ajst-13051	36	28	room	room	NOUN
ajst-13051	36	29	booked	book	VERB
ajst-13051	36	30	is	be	AUX
ajst-13051	36	31	unavailable	unavailable	ADJ
ajst-13051	36	32	due	due	ADP
ajst-13051	36	33	to	to	ADP
ajst-13051	36	34	overbooking	overbooking	NOUN
ajst-13051	36	35	)	)	PUNCT
ajst-13051	36	36	,	,	PUNCT
ajst-13051	36	37	while	while	SCONJ
ajst-13051	36	38	a	a	DET
ajst-13051	36	39	process	process	NOUN
ajst-13051	36	40	failure	failure	NOUN
ajst-13051	36	41	is	be	AUX
ajst-13051	36	42	when	when	SCONJ
ajst-13051	36	43	there	there	PRON
ajst-13051	36	44	are	be	VERB
ajst-13051	36	45	omissions	omission	NOUN
ajst-13051	36	46	or	or	CCONJ
ajst-13051	36	47	inadequacies	inadequacy	NOUN
ajst-13051	36	48	in	in	ADP
ajst-13051	36	49	the	the	DET
ajst-13051	36	50	service	service	NOUN
ajst-13051	36	51	process	process	NOUN
ajst-13051	36	52	(	(	PUNCT
ajst-13051	36	53	for	for	ADP
ajst-13051	36	54	example	example	NOUN
ajst-13051	36	55	,	,	PUNCT
ajst-13051	36	56	a	a	DET
ajst-13051	36	57	service	service	NOUN
ajst-13051	36	58	staff	staff	NOUN
ajst-13051	36	59	member	member	NOUN
ajst-13051	36	60	is	be	AUX
ajst-13051	36	61	rude	rude	ADJ
ajst-13051	36	62	during	during	ADP
ajst-13051	36	63	service	service	NOUN
ajst-13051	36	64	)	)	PUNCT
ajst-13051	36	65	.	.	PUNCT
ajst-13051	37	1	choi(2020	choi(2020	NOUN
ajst-13051	37	2	)	)	PUNCT
ajst-13051	37	3	pointed	point	VERB
ajst-13051	37	4	out	out	ADP
ajst-13051	37	5	that	that	SCONJ
ajst-13051	37	6	the	the	DET
ajst-13051	37	7	result	result	NOUN
ajst-13051	37	8	failure	failure	NOUN
ajst-13051	37	9	is	be	AUX
ajst-13051	37	10	related	relate	VERB
ajst-13051	37	11	to	to	ADP
ajst-13051	37	12	the	the	DET
ajst-13051	37	13	perception	perception	NOUN
ajst-13051	37	14	of	of	ADP
ajst-13051	37	15	capability	capability	NOUN
ajst-13051	37	16	.	.	PUNCT
ajst-13051	38	1	whether	whether	SCONJ
ajst-13051	38	2	the	the	DET
ajst-13051	38	3	service	service	NOUN
ajst-13051	38	4	robot	robot	NOUN
ajst-13051	38	5	successfully	successfully	ADV
ajst-13051	38	6	provides	provide	VERB
ajst-13051	38	7	the	the	DET
ajst-13051	38	8	service	service	NOUN
ajst-13051	38	9	desired	desire	VERB
ajst-13051	38	10	by	by	ADP
ajst-13051	38	11	the	the	DET
ajst-13051	38	12	consumer	consumer	NOUN
ajst-13051	38	13	determines	determine	VERB
ajst-13051	38	14	the	the	DET
ajst-13051	38	15	perception	perception	NOUN
ajst-13051	38	16	of	of	ADP
ajst-13051	38	17	the	the	DET
ajst-13051	38	18	capability	capability	NOUN
ajst-13051	38	19	of	of	ADP
ajst-13051	38	20	the	the	DET
ajst-13051	38	21	service	service	NOUN
ajst-13051	38	22	robot	robot	NOUN
ajst-13051	38	23	,	,	PUNCT
ajst-13051	38	24	and	and	CCONJ
ajst-13051	38	25	the	the	DET
ajst-13051	38	26	service	service	NOUN
ajst-13051	38	27	robot	robot	NOUN
ajst-13051	38	28	with	with	ADP
ajst-13051	38	29	the	the	DET
ajst-13051	38	30	result	result	NOUN
ajst-13051	38	31	failure	failure	NOUN
ajst-13051	38	32	is	be	AUX
ajst-13051	38	33	often	often	ADV
ajst-13051	38	34	considered	consider	VERB
ajst-13051	38	35	as	as	ADP
ajst-13051	38	36	having	have	VERB
ajst-13051	38	37	insufficient	insufficient	ADJ
ajst-13051	38	38	capability[11	capability[11	NOUN
ajst-13051	38	39	]	]	PUNCT
ajst-13051	38	40	.	.	PUNCT
ajst-13051	39	1	however	however	ADV
ajst-13051	39	2	,	,	PUNCT
ajst-13051	39	3	process	process	NOUN
ajst-13051	39	4	failure	failure	NOUN
ajst-13051	39	5	was	be	AUX
ajst-13051	39	6	closely	closely	ADV
ajst-13051	39	7	related	relate	VERB
ajst-13051	39	8	to	to	ADP
ajst-13051	39	9	perceived	perceive	VERB
ajst-13051	39	10	warmth	warmth	NOUN
ajst-13051	39	11	,	,	PUNCT
ajst-13051	39	12	and	and	CCONJ
ajst-13051	39	13	service	service	NOUN
ajst-13051	39	14	robots	robot	NOUN
ajst-13051	39	15	that	that	PRON
ajst-13051	39	16	made	make	VERB
ajst-13051	39	17	people	people	NOUN
ajst-13051	39	18	feel	feel	VERB
ajst-13051	39	19	warm	warm	ADJ
ajst-13051	39	20	caused	cause	VERB
ajst-13051	39	21	greater	great	ADJ
ajst-13051	39	22	consumer	consumer	NOUN
ajst-13051	39	23	dissatisfaction	dissatisfaction	NOUN
ajst-13051	39	24	when	when	SCONJ
ajst-13051	39	25	process	process	NOUN
ajst-13051	39	26	failure	failure	NOUN
ajst-13051	39	27	occurred	occur	VERB
ajst-13051	39	28	,	,	PUNCT
ajst-13051	39	29	a	a	DET
ajst-13051	39	30	difference	difference	NOUN
ajst-13051	39	31	that	that	PRON
ajst-13051	39	32	did	do	AUX
ajst-13051	39	33	not	not	PART
ajst-13051	39	34	occur	occur	VERB
ajst-13051	39	35	after	after	ADP
ajst-13051	39	36	outcome	outcome	NOUN
ajst-13051	39	37	failure	failure	NOUN
ajst-13051	39	38	.	.	PUNCT
ajst-13051	40	1	thus	thus	ADV
ajst-13051	40	2	,	,	PUNCT
ajst-13051	40	3	outcome	outcome	NOUN
ajst-13051	40	4	failure	failure	NOUN
ajst-13051	40	5	can	can	AUX
ajst-13051	40	6	be	be	AUX
ajst-13051	40	7	interpreted	interpret	VERB
ajst-13051	40	8	as	as	ADP
ajst-13051	40	9	a	a	DET
ajst-13051	40	10	failure	failure	NOUN
ajst-13051	40	11	related	relate	VERB
ajst-13051	40	12	to	to	ADP
ajst-13051	40	13	ability[14	ability[14	PROPN
ajst-13051	40	14	]	]	PUNCT
ajst-13051	40	15	.	.	PUNCT
ajst-13051	41	1	in	in	ADP
ajst-13051	41	2	contrast	contrast	NOUN
ajst-13051	41	3	,	,	PUNCT
ajst-13051	41	4	process	process	NOUN
ajst-13051	41	5	failure	failure	NOUN
ajst-13051	41	6	involves	involve	VERB
ajst-13051	41	7	interpersonal	interpersonal	ADJ
ajst-13051	41	8	quality	quality	NOUN
ajst-13051	41	9	and	and	CCONJ
ajst-13051	41	10	socio	socio	NOUN
ajst-13051	41	11	-	-	PUNCT
ajst-13051	41	12	emotional	emotional	ADJ
ajst-13051	41	13	factors	factor	NOUN
ajst-13051	41	14	that	that	PRON
ajst-13051	41	15	lead	lead	VERB
ajst-13051	41	16	to	to	ADP
ajst-13051	41	17	a	a	DET
ajst-13051	41	18	loss	loss	NOUN
ajst-13051	41	19	of	of	ADP
ajst-13051	41	20	social	social	ADJ
ajst-13051	41	21	resources[15	resources[15	NOUN
ajst-13051	41	22	]	]	PUNCT
ajst-13051	41	23	,	,	PUNCT
ajst-13051	41	24	for	for	ADP
ajst-13051	41	25	which	which	DET
ajst-13051	41	26	process	process	NOUN
ajst-13051	41	27	failure	failure	NOUN
ajst-13051	41	28	is	be	AUX
ajst-13051	41	29	similar	similar	ADJ
ajst-13051	41	30	to	to	ADP
ajst-13051	41	31	warmrelated	warmrelated	ADJ
ajst-13051	41	32	failure	failure	NOUN
ajst-13051	41	33	.	.	PUNCT
ajst-13051	42	1	to	to	PART
ajst-13051	42	2	sum	sum	VERB
ajst-13051	42	3	up	up	ADP
ajst-13051	42	4	,	,	PUNCT
ajst-13051	42	5	analyzing	analyze	VERB
ajst-13051	42	6	the	the	DET
ajst-13051	42	7	negative	negative	ADJ
ajst-13051	42	8	effects	effect	NOUN
ajst-13051	42	9	of	of	ADP
ajst-13051	42	10	service	service	NOUN
ajst-13051	42	11	failure	failure	NOUN
ajst-13051	42	12	types	type	NOUN
ajst-13051	42	13	from	from	ADP
ajst-13051	42	14	the	the	DET
ajst-13051	42	15	perspective	perspective	NOUN
ajst-13051	42	16	of	of	ADP
ajst-13051	42	17	social	social	ADJ
ajst-13051	42	18	cognition	cognition	NOUN
ajst-13051	42	19	and	and	CCONJ
ajst-13051	42	20	clarifying	clarify	VERB
ajst-13051	42	21	the	the	DET
ajst-13051	42	22	differences	difference	NOUN
ajst-13051	42	23	of	of	ADP
ajst-13051	42	24	service	service	NOUN
ajst-13051	42	25	failure	failure	NOUN
ajst-13051	42	26	types	type	NOUN
ajst-13051	42	27	are	be	AUX
ajst-13051	42	28	helpful	helpful	ADJ
ajst-13051	42	29	for	for	ADP
ajst-13051	42	30	the	the	DET
ajst-13051	42	31	targeted	target	VERB
ajst-13051	42	32	and	and	CCONJ
ajst-13051	42	33	effective	effective	ADJ
ajst-13051	42	34	implementation	implementation	NOUN
ajst-13051	42	35	of	of	ADP
ajst-13051	42	36	remedial	remedial	ADJ
ajst-13051	42	37	measures	measure	NOUN
ajst-13051	42	38	.	.	PUNCT
ajst-13051	43	1	2.3	2.3	NUM
ajst-13051	43	2	.	.	PUNCT
ajst-13051	44	1	service	service	NOUN
ajst-13051	44	2	recovery	recovery	NOUN
ajst-13051	44	3	2.3.1	2.3.1	NUM
ajst-13051	44	4	.	.	PUNCT
ajst-13051	45	1	apology	apology	NOUN
ajst-13051	45	2	apologizing	apologize	VERB
ajst-13051	45	3	is	be	AUX
ajst-13051	45	4	a	a	DET
ajst-13051	45	5	remedial	remedial	ADJ
ajst-13051	45	6	strategy	strategy	NOUN
ajst-13051	45	7	to	to	PART
ajst-13051	45	8	improve	improve	VERB
ajst-13051	45	9	interpersonal	interpersonal	ADJ
ajst-13051	45	10	fairness	fairness	NOUN
ajst-13051	45	11	.	.	PUNCT
ajst-13051	46	1	in	in	ADP
ajst-13051	46	2	the	the	DET
ajst-13051	46	3	traditional	traditional	ADJ
ajst-13051	46	4	service	service	NOUN
ajst-13051	46	5	environment	environment	NOUN
ajst-13051	46	6	,	,	PUNCT
ajst-13051	46	7	apology	apology	NOUN
ajst-13051	46	8	has	have	AUX
ajst-13051	46	9	always	always	ADV
ajst-13051	46	10	been	be	AUX
ajst-13051	46	11	one	one	NUM
ajst-13051	46	12	of	of	ADP
ajst-13051	46	13	the	the	DET
ajst-13051	46	14	common	common	ADJ
ajst-13051	46	15	remedies	remedy	NOUN
ajst-13051	46	16	for	for	ADP
ajst-13051	46	17	service	service	NOUN
ajst-13051	46	18	failures	failure	NOUN
ajst-13051	46	19	.	.	PUNCT
ajst-13051	47	1	will	will	AUX
ajst-13051	47	2	consumers	consumer	NOUN
ajst-13051	47	3	accept	accept	VERB
ajst-13051	47	4	an	an	DET
ajst-13051	47	5	apology	apology	NOUN
ajst-13051	47	6	from	from	ADP
ajst-13051	47	7	a	a	DET
ajst-13051	47	8	service	service	NOUN
ajst-13051	47	9	robot	robot	NOUN
ajst-13051	47	10	?	?	PUNCT
ajst-13051	48	1	effective	effective	ADJ
ajst-13051	48	2	apology	apology	NOUN
ajst-13051	48	3	requires	require	VERB
ajst-13051	48	4	empathy	empathy	NOUN
ajst-13051	48	5	,	,	PUNCT
ajst-13051	48	6	and	and	CCONJ
ajst-13051	48	7	sincere	sincere	ADJ
ajst-13051	48	8	apology	apology	NOUN
ajst-13051	48	9	from	from	ADP
ajst-13051	48	10	service	service	NOUN
ajst-13051	48	11	robots	robot	NOUN
ajst-13051	48	12	can	can	AUX
ajst-13051	48	13	also	also	ADV
ajst-13051	48	14	make	make	VERB
ajst-13051	48	15	up	up	ADP
ajst-13051	48	16	for	for	ADP
ajst-13051	48	17	consumers	consumer	NOUN
ajst-13051	48	18	'	'	PART
ajst-13051	48	19	dissatisfaction	dissatisfaction	NOUN
ajst-13051	48	20	after	after	ADP
ajst-13051	48	21	service	service	NOUN
ajst-13051	48	22	failure	failure	NOUN
ajst-13051	48	23	,	,	PUNCT
ajst-13051	48	24	and	and	CCONJ
ajst-13051	48	25	accordingly	accordingly	ADV
ajst-13051	48	26	strengthen	strengthen	VERB
ajst-13051	48	27	the	the	DET
ajst-13051	48	28	concept	concept	NOUN
ajst-13051	48	29	of	of	ADP
ajst-13051	48	30	interpersonal	interpersonal	ADJ
ajst-13051	48	31	fairness[16	fairness[16	NOUN
ajst-13051	48	32	]	]	X
ajst-13051	48	33	.	.	PUNCT
ajst-13051	49	1	apology	apology	NOUN
ajst-13051	49	2	can	can	AUX
ajst-13051	49	3	compensate	compensate	VERB
ajst-13051	49	4	for	for	ADP
ajst-13051	49	5	the	the	DET
ajst-13051	49	6	emotional	emotional	ADJ
ajst-13051	49	7	expression	expression	NOUN
ajst-13051	49	8	of	of	ADP
ajst-13051	49	9	the	the	DET
ajst-13051	49	10	service	service	NOUN
ajst-13051	49	11	robot	robot	NOUN
ajst-13051	49	12	.	.	PUNCT
ajst-13051	50	1	customers	customer	NOUN
ajst-13051	50	2	'	'	PART
ajst-13051	50	3	perception	perception	NOUN
ajst-13051	50	4	and	and	CCONJ
ajst-13051	50	5	inference	inference	NOUN
ajst-13051	50	6	of	of	ADP
ajst-13051	50	7	the	the	DET
ajst-13051	50	8	emotion	emotion	NOUN
ajst-13051	50	9	expressed	express	VERB
ajst-13051	50	10	by	by	ADP
ajst-13051	50	11	the	the	DET
ajst-13051	50	12	service	service	NOUN
ajst-13051	50	13	robot	robot	NOUN
ajst-13051	50	14	depend	depend	VERB
ajst-13051	50	15	on	on	ADP
ajst-13051	50	16	the	the	DET
ajst-13051	50	17	service	service	NOUN
ajst-13051	50	18	recovery	recovery	NOUN
ajst-13051	50	19	entity	entity	NOUN
ajst-13051	50	20	,	,	PUNCT
ajst-13051	50	21	and	and	CCONJ
ajst-13051	50	22	the	the	DET
ajst-13051	50	23	service	service	NOUN
ajst-13051	50	24	recovery	recovery	NOUN
ajst-13051	50	25	effect	effect	NOUN
ajst-13051	50	26	is	be	AUX
ajst-13051	50	27	often	often	ADV
ajst-13051	50	28	poor	poor	ADJ
ajst-13051	50	29	if	if	SCONJ
ajst-13051	50	30	the	the	DET
ajst-13051	50	31	service	service	NOUN
ajst-13051	50	32	robot	robot	NOUN
ajst-13051	50	33	fails	fail	VERB
ajst-13051	50	34	to	to	PART
ajst-13051	50	35	make	make	VERB
ajst-13051	50	36	customers	customer	NOUN
ajst-13051	50	37	experience	experience	VERB
ajst-13051	50	38	emotion	emotion	NOUN
ajst-13051	50	39	or	or	CCONJ
ajst-13051	50	40	empathy	empathy	NOUN
ajst-13051	50	41	.	.	PUNCT
ajst-13051	51	1	for	for	ADP
ajst-13051	51	2	example	example	NOUN
ajst-13051	51	3	,	,	PUNCT
ajst-13051	51	4	choi	choi	PROPN
ajst-13051	51	5	et	et	NOUN
ajst-13051	51	6	al(2021	al(2021	NOUN
ajst-13051	51	7	)	)	PUNCT
ajst-13051	51	8	studied	study	VERB
ajst-13051	51	9	that	that	DET
ajst-13051	51	10	apology	apology	NOUN
ajst-13051	51	11	by	by	ADP
ajst-13051	51	12	highly	highly	ADV
ajst-13051	51	13	anthropomorphic	anthropomorphic	ADJ
ajst-13051	51	14	robots	robot	NOUN
ajst-13051	51	15	can	can	AUX
ajst-13051	51	16	eliminate	eliminate	VERB
ajst-13051	51	17	consumers	consumer	NOUN
ajst-13051	51	18	'	'	PART
ajst-13051	51	19	dissatisfaction	dissatisfaction	NOUN
ajst-13051	51	20	,	,	PUNCT
ajst-13051	51	21	but	but	CCONJ
ajst-13051	51	22	the	the	DET
ajst-13051	51	23	remedial	remedial	ADJ
ajst-13051	51	24	behavior	behavior	NOUN
ajst-13051	51	25	of	of	ADP
ajst-13051	51	26	apology	apology	NOUN
ajst-13051	51	27	by	by	ADP
ajst-13051	51	28	nonanthropomorphic	nonanthropomorphic	ADJ
ajst-13051	51	29	robots	robot	NOUN
ajst-13051	51	30	can	can	AUX
ajst-13051	51	31	not	not	PART
ajst-13051	51	32	eliminate	eliminate	VERB
ajst-13051	51	33	customers	customer	NOUN
ajst-13051	51	34	'	'	PART
ajst-13051	51	35	negative	negative	ADJ
ajst-13051	51	36	emotions	emotion	NOUN
ajst-13051	51	37	.	.	PUNCT
ajst-13051	52	1	2.3.2	2.3.2	NUM
ajst-13051	52	2	.	.	X
ajst-13051	52	3	empathy	empathy	NOUN
ajst-13051	52	4	relevant	relevant	ADJ
ajst-13051	52	5	studies	study	NOUN
ajst-13051	52	6	have	have	AUX
ajst-13051	52	7	proved	prove	VERB
ajst-13051	52	8	that	that	SCONJ
ajst-13051	52	9	the	the	DET
ajst-13051	52	10	elimination	elimination	NOUN
ajst-13051	52	11	of	of	ADP
ajst-13051	52	12	customers	customer	NOUN
ajst-13051	52	13	'	'	PART
ajst-13051	52	14	negative	negative	ADJ
ajst-13051	52	15	emotions	emotion	NOUN
ajst-13051	52	16	is	be	AUX
ajst-13051	52	17	a	a	DET
ajst-13051	52	18	direct	direct	ADJ
ajst-13051	52	19	and	and	CCONJ
ajst-13051	52	20	critical	critical	ADJ
ajst-13051	52	21	way	way	NOUN
ajst-13051	52	22	to	to	ADP
ajst-13051	52	23	the	the	DET
ajst-13051	52	24	success	success	NOUN
ajst-13051	52	25	of	of	ADP
ajst-13051	52	26	service	service	NOUN
ajst-13051	52	27	recovery[17	recovery[17	PROPN
ajst-13051	52	28	]	]	PUNCT
ajst-13051	52	29	,	,	PUNCT
ajst-13051	52	30	and	and	CCONJ
ajst-13051	52	31	empathic	empathic	ADJ
ajst-13051	52	32	ability	ability	NOUN
ajst-13051	52	33	to	to	PART
ajst-13051	52	34	understand	understand	VERB
ajst-13051	52	35	customers	customer	NOUN
ajst-13051	52	36	'	'	PART
ajst-13051	52	37	emotions	emotion	NOUN
ajst-13051	52	38	and	and	CCONJ
ajst-13051	52	39	positions	position	NOUN
ajst-13051	52	40	,	,	PUNCT
ajst-13051	52	41	think	think	VERB
ajst-13051	52	42	and	and	CCONJ
ajst-13051	52	43	react	react	VERB
ajst-13051	52	44	from	from	ADP
ajst-13051	52	45	customers	customer	NOUN
ajst-13051	52	46	'	'	PART
ajst-13051	52	47	perspectives	perspective	NOUN
ajst-13051	52	48	can	can	AUX
ajst-13051	52	49	comfort	comfort	VERB
ajst-13051	52	50	customers	customer	NOUN
ajst-13051	52	51	and	and	CCONJ
ajst-13051	52	52	eliminate	eliminate	VERB
ajst-13051	52	53	their	their	PRON
ajst-13051	52	54	negative	negative	ADJ
ajst-13051	52	55	emotions	emotion	NOUN
ajst-13051	52	56	caused	cause	VERB
ajst-13051	52	57	by	by	ADP
ajst-13051	52	58	service	service	NOUN
ajst-13051	52	59	failure[18	failure[18	NOUN
ajst-13051	52	60	]	]	PUNCT
ajst-13051	52	61	.	.	PUNCT
ajst-13051	53	1	after	after	ADP
ajst-13051	53	2	service	service	NOUN
ajst-13051	53	3	failure	failure	NOUN
ajst-13051	53	4	,	,	PUNCT
ajst-13051	53	5	service	service	NOUN
ajst-13051	53	6	robots	robot	NOUN
ajst-13051	53	7	can	can	AUX
ajst-13051	53	8	provide	provide	VERB
ajst-13051	53	9	a	a	DET
ajst-13051	53	10	high	high	ADJ
ajst-13051	53	11	level	level	NOUN
ajst-13051	53	12	of	of	ADP
ajst-13051	53	13	empathic	empathic	ADJ
ajst-13051	53	14	response	response	NOUN
ajst-13051	53	15	for	for	ADP
ajst-13051	53	16	service	service	NOUN
ajst-13051	53	17	recovery	recovery	NOUN
ajst-13051	53	18	in	in	ADP
ajst-13051	53	19	time	time	NOUN
ajst-13051	53	20	,	,	PUNCT
ajst-13051	53	21	respond	respond	VERB
ajst-13051	53	22	emotionally	emotionally	ADV
ajst-13051	53	23	to	to	ADP
ajst-13051	53	24	consumers	consumer	NOUN
ajst-13051	53	25	in	in	ADP
ajst-13051	53	26	negative	negative	ADJ
ajst-13051	53	27	emotions	emotion	NOUN
ajst-13051	53	28	,	,	PUNCT
ajst-13051	53	29	and	and	CCONJ
ajst-13051	53	30	fully	fully	ADV
ajst-13051	53	31	convey	convey	VERB
ajst-13051	53	32	to	to	ADP
ajst-13051	53	33	customers	customer	NOUN
ajst-13051	53	34	effective	effective	ADJ
ajst-13051	53	35	information	information	NOUN
ajst-13051	53	36	such	such	ADJ
ajst-13051	53	37	as	as	ADP
ajst-13051	53	38	understanding	understanding	NOUN
ajst-13051	53	39	,	,	PUNCT
ajst-13051	53	40	caring	care	VERB
ajst-13051	53	41	for	for	ADP
ajst-13051	53	42	customers	customer	NOUN
ajst-13051	53	43	'	'	PART
ajst-13051	53	44	emotions	emotion	NOUN
ajst-13051	53	45	and	and	CCONJ
ajst-13051	53	46	always	always	ADV
ajst-13051	53	47	taking	take	VERB
ajst-13051	53	48	customers	customer	NOUN
ajst-13051	53	49	'	'	PART
ajst-13051	53	50	interests	interest	NOUN
ajst-13051	53	51	as	as	ADP
ajst-13051	53	52	the	the	DET
ajst-13051	53	53	core[5	core[5	PROPN
ajst-13051	53	54	]	]	PUNCT
ajst-13051	53	55	.	.	PUNCT
ajst-13051	54	1	this	this	DET
ajst-13051	54	2	kind	kind	NOUN
ajst-13051	54	3	of	of	ADP
ajst-13051	54	4	emotional	emotional	ADJ
ajst-13051	54	5	response	response	NOUN
ajst-13051	54	6	is	be	AUX
ajst-13051	54	7	consistent	consistent	ADJ
ajst-13051	54	8	with	with	ADP
ajst-13051	54	9	the	the	DET
ajst-13051	54	10	goal	goal	NOUN
ajst-13051	54	11	of	of	ADP
ajst-13051	54	12	customers	customer	NOUN
ajst-13051	54	13	seeking	seek	VERB
ajst-13051	54	14	to	to	PART
ajst-13051	54	15	solve	solve	VERB
ajst-13051	54	16	problems	problem	NOUN
ajst-13051	54	17	and	and	CCONJ
ajst-13051	54	18	make	make	VERB
ajst-13051	54	19	up	up	ADP
ajst-13051	54	20	for	for	ADP
ajst-13051	54	21	emotions	emotion	NOUN
ajst-13051	54	22	after	after	ADP
ajst-13051	54	23	service	service	NOUN
ajst-13051	54	24	failure	failure	NOUN
ajst-13051	54	25	,	,	PUNCT
ajst-13051	54	26	which	which	PRON
ajst-13051	54	27	will	will	AUX
ajst-13051	54	28	make	make	VERB
ajst-13051	54	29	customers	customer	NOUN
ajst-13051	54	30	have	have	VERB
ajst-13051	54	31	a	a	DET
ajst-13051	54	32	positive	positive	ADJ
ajst-13051	54	33	evaluation	evaluation	NOUN
ajst-13051	54	34	of	of	ADP
ajst-13051	54	35	the	the	DET
ajst-13051	54	36	service	service	NOUN
ajst-13051	54	37	robot	robot	NOUN
ajst-13051	54	38	itself	itself	PRON
ajst-13051	54	39	,	,	PUNCT
ajst-13051	54	40	and	and	CCONJ
ajst-13051	54	41	induce	induce	VERB
ajst-13051	54	42	customers	customer	NOUN
ajst-13051	54	43	'	'	PART
ajst-13051	54	44	positive	positive	ADJ
ajst-13051	54	45	emotions	emotion	NOUN
ajst-13051	54	46	of	of	ADP
ajst-13051	54	47	satisfaction	satisfaction	NOUN
ajst-13051	54	48	and	and	CCONJ
ajst-13051	54	49	happiness	happiness	NOUN
ajst-13051	54	50	.	.	PUNCT
ajst-13051	55	1	so	so	ADV
ajst-13051	55	2	as	as	SCONJ
ajst-13051	55	3	to	to	PART
ajst-13051	55	4	achieve	achieve	VERB
ajst-13051	55	5	the	the	DET
ajst-13051	55	6	recovery	recovery	NOUN
ajst-13051	55	7	of	of	ADP
ajst-13051	55	8	customers	customer	NOUN
ajst-13051	55	9	'	'	PART
ajst-13051	55	10	willingness	willingness	NOUN
ajst-13051	55	11	to	to	PART
ajst-13051	55	12	continue	continue	VERB
ajst-13051	55	13	to	to	PART
ajst-13051	55	14	use	use	VERB
ajst-13051	55	15	,	,	PUNCT
ajst-13051	55	16	and	and	CCONJ
ajst-13051	55	17	finally	finally	ADV
ajst-13051	55	18	achieve	achieve	VERB
ajst-13051	55	19	the	the	DET
ajst-13051	55	20	purpose	purpose	NOUN
ajst-13051	55	21	of	of	ADP
ajst-13051	55	22	successful	successful	ADJ
ajst-13051	55	23	remediation	remediation	NOUN
ajst-13051	55	24	.	.	PUNCT
ajst-13051	56	1	for	for	ADP
ajst-13051	56	2	example	example	NOUN
ajst-13051	56	3	,	,	PUNCT
ajst-13051	56	4	lv	lv	PROPN
ajst-13051	56	5	xingyang	xingyang	PROPN
ajst-13051	56	6	et	et	PROPN
ajst-13051	56	7	al(2021	al(2021	NOUN
ajst-13051	56	8	)	)	PUNCT
ajst-13051	56	9	found	find	VERB
ajst-13051	56	10	that	that	SCONJ
ajst-13051	56	11	a	a	DET
ajst-13051	56	12	high	high	ADJ
ajst-13051	56	13	level	level	NOUN
ajst-13051	56	14	of	of	ADP
ajst-13051	56	15	empathic	empathic	ADJ
ajst-13051	56	16	response	response	NOUN
ajst-13051	56	17	can	can	AUX
ajst-13051	56	18	make	make	VERB
ajst-13051	56	19	up	up	ADP
ajst-13051	56	20	for	for	ADP
ajst-13051	56	21	customers	customer	NOUN
ajst-13051	56	22	'	'	PART
ajst-13051	56	23	emotional	emotional	ADJ
ajst-13051	56	24	needs	need	NOUN
ajst-13051	56	25	after	after	ADP
ajst-13051	56	26	service	service	NOUN
ajst-13051	56	27	failures	failure	NOUN
ajst-13051	56	28	,	,	PUNCT
ajst-13051	56	29	thus	thus	ADV
ajst-13051	56	30	restoring	restore	VERB
ajst-13051	56	31	customers	customer	NOUN
ajst-13051	56	32	'	'	PART
ajst-13051	56	33	willingness	willingness	NOUN
ajst-13051	56	34	to	to	PART
ajst-13051	56	35	continue	continue	VERB
ajst-13051	56	36	using	use	VERB
ajst-13051	56	37	the	the	DET
ajst-13051	56	38	service[5	service[5	PROPN
ajst-13051	56	39	]	]	PUNCT
ajst-13051	56	40	.	.	PUNCT
ajst-13051	57	1	2.3.3	2.3.3	X
ajst-13051	57	2	.	.	PUNCT
ajst-13051	57	3	explanation	explanation	NOUN
ajst-13051	57	4	interpretation	interpretation	NOUN
ajst-13051	57	5	is	be	AUX
ajst-13051	57	6	a	a	DET
ajst-13051	57	7	remedy	remedy	NOUN
ajst-13051	57	8	to	to	PART
ajst-13051	57	9	increase	increase	VERB
ajst-13051	57	10	the	the	DET
ajst-13051	57	11	fairness	fairness	NOUN
ajst-13051	57	12	of	of	ADP
ajst-13051	57	13	information[19	information[19	NOUN
ajst-13051	57	14	]	]	PUNCT
ajst-13051	57	15	.	.	PUNCT
ajst-13051	58	1	interpretation	interpretation	NOUN
ajst-13051	58	2	is	be	AUX
ajst-13051	58	3	the	the	DET
ajst-13051	58	4	act	act	NOUN
ajst-13051	58	5	of	of	ADP
ajst-13051	58	6	revealing	reveal	VERB
ajst-13051	58	7	the	the	DET
ajst-13051	58	8	reasons	reason	NOUN
ajst-13051	58	9	for	for	ADP
ajst-13051	58	10	service	service	NOUN
ajst-13051	58	11	failure	failure	NOUN
ajst-13051	58	12	,	,	PUNCT
ajst-13051	58	13	and	and	CCONJ
ajst-13051	58	14	interpretation	interpretation	NOUN
ajst-13051	58	15	is	be	AUX
ajst-13051	58	16	related	relate	VERB
ajst-13051	58	17	to	to	ADP
ajst-13051	58	18	perceived	perceive	VERB
ajst-13051	58	19	information	information	NOUN
ajst-13051	58	20	fairness	fairness	NOUN
ajst-13051	58	21	.	.	PUNCT
ajst-13051	59	1	when	when	SCONJ
ajst-13051	59	2	the	the	DET
ajst-13051	59	3	information	information	NOUN
ajst-13051	59	4	is	be	AUX
ajst-13051	59	5	perceived	perceive	VERB
ajst-13051	59	6	to	to	PART
ajst-13051	59	7	be	be	AUX
ajst-13051	59	8	reasonable	reasonable	ADJ
ajst-13051	59	9	,	,	PUNCT
ajst-13051	59	10	timely	timely	ADJ
ajst-13051	59	11	,	,	PUNCT
ajst-13051	59	12	and	and	CCONJ
ajst-13051	59	13	specific	specific	ADJ
ajst-13051	59	14	,	,	PUNCT
ajst-13051	59	15	and	and	CCONJ
ajst-13051	59	16	when	when	SCONJ
ajst-13051	59	17	the	the	DET
ajst-13051	59	18	explainer	explainer	NOUN
ajst-13051	59	19	is	be	AUX
ajst-13051	59	20	perceived	perceive	VERB
ajst-13051	59	21	to	to	PART
ajst-13051	59	22	be	be	AUX
ajst-13051	59	23	honest	honest	ADJ
ajst-13051	59	24	and	and	CCONJ
ajst-13051	59	25	sincere	sincere	ADJ
ajst-13051	59	26	,	,	PUNCT
ajst-13051	59	27	consumers	consumer	NOUN
ajst-13051	59	28	perceive	perceive	VERB
ajst-13051	59	29	the	the	DET
ajst-13051	59	30	information	information	NOUN
ajst-13051	59	31	to	to	PART
ajst-13051	59	32	be	be	AUX
ajst-13051	59	33	more	more	ADV
ajst-13051	59	34	fair	fair	ADJ
ajst-13051	59	35	and	and	CCONJ
ajst-13051	59	36	the	the	DET
ajst-13051	59	37	interpretation	interpretation	NOUN
ajst-13051	59	38	to	to	PART
ajst-13051	59	39	be	be	AUX
ajst-13051	59	40	more	more	ADJ
ajst-13051	59	41	remedial[20	remedial[20	NOUN
ajst-13051	59	42	]	]	PUNCT
ajst-13051	59	43	.	.	PUNCT
ajst-13051	60	1	consistent	consistent	ADJ
ajst-13051	60	2	with	with	ADP
ajst-13051	60	3	the	the	DET
ajst-13051	60	4	apology	apology	NOUN
ajst-13051	60	5	,	,	PUNCT
ajst-13051	60	6	the	the	DET
ajst-13051	60	7	validity	validity	NOUN
ajst-13051	60	8	of	of	ADP
ajst-13051	60	9	the	the	DET
ajst-13051	60	10	explanation	explanation	NOUN
ajst-13051	60	11	is	be	AUX
ajst-13051	60	12	related	relate	VERB
ajst-13051	60	13	to	to	ADP
ajst-13051	60	14	the	the	DET
ajst-13051	60	15	socio	socio	NOUN
ajst-13051	60	16	-	-	PUNCT
ajst-13051	60	17	emotional	emotional	ADJ
ajst-13051	60	18	element	element	NOUN
ajst-13051	60	19	of	of	ADP
ajst-13051	60	20	the	the	DET
ajst-13051	60	21	remedial	remedial	ADJ
ajst-13051	60	22	entity	entity	NOUN
ajst-13051	60	23	.	.	PUNCT
ajst-13051	61	1	for	for	ADP
ajst-13051	61	2	example	example	NOUN
ajst-13051	61	3	,	,	PUNCT
ajst-13051	61	4	compared	compare	VERB
ajst-13051	61	5	with	with	ADP
ajst-13051	61	6	non	non	ADJ
ajst-13051	61	7	-	-	ADJ
ajst-13051	61	8	anthropomorphic	anthropomorphic	ADJ
ajst-13051	61	9	service	service	NOUN
ajst-13051	61	10	robots	robot	NOUN
ajst-13051	61	11	,	,	PUNCT
ajst-13051	61	12	anthropomorphic	anthropomorphic	ADJ
ajst-13051	61	13	service	service	NOUN
ajst-13051	61	14	robots	robot	NOUN
ajst-13051	61	15	have	have	VERB
ajst-13051	61	16	a	a	DET
ajst-13051	61	17	better	well	ADJ
ajst-13051	61	18	effect	effect	NOUN
ajst-13051	61	19	on	on	ADP
ajst-13051	61	20	eliminating	eliminate	VERB
ajst-13051	61	21	consumers	consumer	NOUN
ajst-13051	61	22	'	'	PART
ajst-13051	61	23	negative	negative	ADJ
ajst-13051	61	24	emotions	emotion	NOUN
ajst-13051	61	25	by	by	ADP
ajst-13051	61	26	explaining	explain	VERB
ajst-13051	61	27	after	after	ADP
ajst-13051	61	28	service	service	NOUN
ajst-13051	61	29	failure[11	failure[11	PROPN
ajst-13051	61	30	]	]	PUNCT
ajst-13051	61	31	.	.	PUNCT
ajst-13051	62	1	unlike	unlike	ADP
ajst-13051	62	2	an	an	DET
ajst-13051	62	3	apology	apology	NOUN
ajst-13051	62	4	,	,	PUNCT
ajst-13051	62	5	which	which	PRON
ajst-13051	62	6	is	be	AUX
ajst-13051	62	7	a	a	DET
ajst-13051	62	8	service	service	NOUN
ajst-13051	62	9	remedy	remedy	NOUN
ajst-13051	62	10	,	,	PUNCT
ajst-13051	62	11	the	the	DET
ajst-13051	62	12	validity	validity	NOUN
ajst-13051	62	13	of	of	ADP
ajst-13051	62	14	an	an	DET
ajst-13051	62	15	explanation	explanation	NOUN
ajst-13051	62	16	also	also	ADV
ajst-13051	62	17	depends	depend	VERB
ajst-13051	62	18	on	on	ADP
ajst-13051	62	19	the	the	DET
ajst-13051	62	20	adequacy	adequacy	NOUN
ajst-13051	62	21	and	and	CCONJ
ajst-13051	62	22	authenticity	authenticity	NOUN
ajst-13051	62	23	of	of	ADP
ajst-13051	62	24	the	the	DET
ajst-13051	62	25	information[20	information[20	NOUN
ajst-13051	62	26	-	-	PUNCT
ajst-13051	62	27	21	21	NUM
ajst-13051	62	28	]	]	PUNCT
ajst-13051	62	29	.	.	PUNCT
ajst-13051	63	1	the	the	DET
ajst-13051	63	2	explanation	explanation	NOUN
ajst-13051	63	3	of	of	ADP
ajst-13051	63	4	the	the	DET
ajst-13051	63	5	information	information	NOUN
ajst-13051	63	6	is	be	AUX
ajst-13051	63	7	true	true	ADJ
ajst-13051	63	8	and	and	CCONJ
ajst-13051	63	9	convincing	convincing	ADJ
ajst-13051	63	10	can	can	AUX
ajst-13051	63	11	also	also	ADV
ajst-13051	63	12	play	play	VERB
ajst-13051	63	13	a	a	DET
ajst-13051	63	14	role	role	NOUN
ajst-13051	63	15	in	in	ADP
ajst-13051	63	16	eliminating	eliminate	VERB
ajst-13051	63	17	the	the	DET
ajst-13051	63	18	negative	negative	ADJ
ajst-13051	63	19	emotions	emotion	NOUN
ajst-13051	63	20	of	of	ADP
ajst-13051	63	21	customers	customer	NOUN
ajst-13051	63	22	.	.	PUNCT
ajst-13051	64	1	2.3.4	2.3.4	X
ajst-13051	64	2	.	.	PUNCT
ajst-13051	64	3	human	human	ADJ
ajst-13051	64	4	intervention	intervention	NOUN
ajst-13051	64	5	in	in	ADP
ajst-13051	64	6	robot	robot	NOUN
ajst-13051	64	7	recovery	recovery	NOUN
ajst-13051	64	8	consider	consider	VERB
ajst-13051	64	9	that	that	SCONJ
ajst-13051	64	10	service	service	NOUN
ajst-13051	64	11	robots	robot	NOUN
ajst-13051	64	12	,	,	PUNCT
ajst-13051	64	13	no	no	ADV
ajst-13051	64	14	matter	matter	ADV
ajst-13051	64	15	how	how	SCONJ
ajst-13051	64	16	smart	smart	ADJ
ajst-13051	64	17	they	they	PRON
ajst-13051	64	18	are	be	AUX
ajst-13051	64	19	designed	design	VERB
ajst-13051	64	20	to	to	PART
ajst-13051	64	21	be	be	AUX
ajst-13051	64	22	,	,	PUNCT
ajst-13051	64	23	are	be	AUX
ajst-13051	64	24	no	no	DET
ajst-13051	64	25	match	match	NOUN
ajst-13051	64	26	for	for	ADP
ajst-13051	64	27	humans	human	NOUN
ajst-13051	64	28	.	.	PUNCT
ajst-13051	65	1	when	when	SCONJ
ajst-13051	65	2	a	a	DET
ajst-13051	65	3	service	service	NOUN
ajst-13051	65	4	robot	robot	NOUN
ajst-13051	65	5	with	with	ADP
ajst-13051	65	6	social	social	ADJ
ajst-13051	65	7	or	or	CCONJ
ajst-13051	65	8	emotional	emotional	ADJ
ajst-13051	65	9	capabilities	capability	NOUN
ajst-13051	65	10	delivers	deliver	VERB
ajst-13051	65	11	an	an	DET
ajst-13051	65	12	empathetic	empathetic	ADJ
ajst-13051	65	13	apology	apology	NOUN
ajst-13051	65	14	,	,	PUNCT
ajst-13051	65	15	people	people	NOUN
ajst-13051	65	16	feel	feel	VERB
ajst-13051	65	17	sincere	sincere	ADJ
ajst-13051	65	18	,	,	PUNCT
ajst-13051	65	19	persuasive	persuasive	ADJ
ajst-13051	65	20	,	,	PUNCT
ajst-13051	65	21	and	and	CCONJ
ajst-13051	65	22	warm	warm	ADJ
ajst-13051	65	23	,	,	PUNCT
ajst-13051	65	24	but	but	CCONJ
ajst-13051	65	25	people	people	NOUN
ajst-13051	65	26	may	may	AUX
ajst-13051	65	27	not	not	PART
ajst-13051	65	28	truly	truly	ADV
ajst-13051	65	29	believe	believe	VERB
ajst-13051	65	30	that	that	SCONJ
ajst-13051	65	31	a	a	DET
ajst-13051	65	32	robot	robot	NOUN
ajst-13051	65	33	has	have	VERB
ajst-13051	65	34	the	the	DET
ajst-13051	65	35	same	same	ADJ
ajst-13051	65	36	social	social	ADJ
ajst-13051	65	37	or	or	CCONJ
ajst-13051	65	38	emotional	emotional	ADJ
ajst-13051	65	39	capabilities	capability	NOUN
ajst-13051	65	40	as	as	ADP
ajst-13051	65	41	a	a	DET
ajst-13051	65	42	human	human	NOUN
ajst-13051	65	43	.	.	PUNCT
ajst-13051	66	1	therefore	therefore	ADV
ajst-13051	66	2	,	,	PUNCT
ajst-13051	66	3	when	when	SCONJ
ajst-13051	66	4	the	the	DET
ajst-13051	66	5	apology	apology	NOUN
ajst-13051	66	6	or	or	CCONJ
ajst-13051	66	7	explanation	explanation	NOUN
ajst-13051	66	8	of	of	ADP
ajst-13051	66	9	service	service	NOUN
ajst-13051	66	10	failure	failure	NOUN
ajst-13051	66	11	by	by	ADP
ajst-13051	66	12	the	the	DET
ajst-13051	66	13	service	service	NOUN
ajst-13051	66	14	robot	robot	NOUN
ajst-13051	66	15	still	still	ADV
ajst-13051	66	16	fails	fail	VERB
ajst-13051	66	17	to	to	PART
ajst-13051	66	18	obtain	obtain	VERB
ajst-13051	66	19	consumers	consumer	NOUN
ajst-13051	66	20	'	'	PART
ajst-13051	66	21	forgiveness	forgiveness	NOUN
ajst-13051	66	22	,	,	PUNCT
ajst-13051	66	23	human	human	ADJ
ajst-13051	66	24	employees	employee	NOUN
ajst-13051	66	25	can	can	AUX
ajst-13051	66	26	make	make	VERB
ajst-13051	66	27	alternative	alternative	ADJ
ajst-13051	66	28	explanations	explanation	NOUN
ajst-13051	66	29	or	or	CCONJ
ajst-13051	66	30	apologies	apology	NOUN
ajst-13051	66	31	to	to	PART
ajst-13051	66	32	appease	appease	VERB
ajst-13051	66	33	consumers	consumer	NOUN
ajst-13051	66	34	'	'	PART
ajst-13051	66	35	dissatisfaction[11,22	dissatisfaction[11,22	NOUN
ajst-13051	66	36	]	]	PUNCT
ajst-13051	66	37	.	.	PUNCT
ajst-13051	67	1	3	3	X
ajst-13051	67	2	.	.	X
ajst-13051	67	3	discussion	discussion	NOUN
ajst-13051	67	4	service	service	NOUN
ajst-13051	67	5	robots	robot	NOUN
ajst-13051	67	6	have	have	AUX
ajst-13051	67	7	penetrated	penetrate	VERB
ajst-13051	67	8	into	into	ADP
ajst-13051	67	9	all	all	DET
ajst-13051	67	10	aspects	aspect	NOUN
ajst-13051	67	11	of	of	ADP
ajst-13051	67	12	our	our	PRON
ajst-13051	67	13	lives	life	NOUN
ajst-13051	67	14	,	,	PUNCT
ajst-13051	67	15	and	and	CCONJ
ajst-13051	67	16	consumers	consumer	NOUN
ajst-13051	67	17	will	will	AUX
ajst-13051	67	18	more	more	ADV
ajst-13051	67	19	frequently	frequently	ADV
ajst-13051	67	20	face	face	VERB
ajst-13051	67	21	service	service	NOUN
ajst-13051	67	22	robots	robot	NOUN
ajst-13051	67	23	at	at	ADP
ajst-13051	67	24	the	the	DET
ajst-13051	67	25	service	service	NOUN
ajst-13051	67	26	front	front	ADJ
ajst-13051	67	27	line	line	NOUN
ajst-13051	67	28	,	,	PUNCT
ajst-13051	67	29	and	and	CCONJ
ajst-13051	67	30	may	may	AUX
ajst-13051	67	31	encounter	encounter	VERB
ajst-13051	67	32	more	more	ADJ
ajst-13051	67	33	service	service	NOUN
ajst-13051	67	34	failures	failure	NOUN
ajst-13051	67	35	.	.	PUNCT
ajst-13051	68	1	service	service	NOUN
ajst-13051	68	2	failure	failure	NOUN
ajst-13051	68	3	usually	usually	ADV
ajst-13051	68	4	causes	cause	VERB
ajst-13051	68	5	consumers	consumer	NOUN
ajst-13051	68	6	to	to	PART
ajst-13051	68	7	have	have	VERB
ajst-13051	68	8	negative	negative	ADJ
ajst-13051	68	9	emotions	emotion	NOUN
ajst-13051	68	10	and	and	CCONJ
ajst-13051	68	11	reduces	reduce	VERB
ajst-13051	68	12	customers	customer	NOUN
ajst-13051	68	13	'	'	PART
ajst-13051	68	14	intention	intention	NOUN
ajst-13051	68	15	to	to	PART
ajst-13051	68	16	continue	continue	VERB
ajst-13051	68	17	using	use	VERB
ajst-13051	68	18	robots	robot	NOUN
ajst-13051	68	19	,	,	PUNCT
ajst-13051	68	20	which	which	PRON
ajst-13051	68	21	is	be	AUX
ajst-13051	68	22	not	not	PART
ajst-13051	68	23	conducive	conducive	ADJ
ajst-13051	68	24	to	to	ADP
ajst-13051	68	25	the	the	DET
ajst-13051	68	26	development	development	NOUN
ajst-13051	68	27	and	and	CCONJ
ajst-13051	68	28	application	application	NOUN
ajst-13051	68	29	of	of	ADP
ajst-13051	68	30	intelligent	intelligent	ADJ
ajst-13051	68	31	robots	robot	NOUN
ajst-13051	68	32	.	.	PUNCT
ajst-13051	69	1	in	in	ADP
ajst-13051	69	2	order	order	NOUN
ajst-13051	69	3	to	to	PART
ajst-13051	69	4	restore	restore	VERB
ajst-13051	69	5	consumers	consumer	NOUN
ajst-13051	69	6	'	'	PART
ajst-13051	69	7	attitude	attitude	NOUN
ajst-13051	69	8	and	and	CCONJ
ajst-13051	69	9	change	change	VERB
ajst-13051	69	10	their	their	PRON
ajst-13051	69	11	behavior	behavior	NOUN
ajst-13051	69	12	intention	intention	NOUN
ajst-13051	69	13	,	,	PUNCT
ajst-13051	69	14	enterprises	enterprise	NOUN
ajst-13051	69	15	need	need	VERB
ajst-13051	69	16	to	to	PART
ajst-13051	69	17	carry	carry	VERB
ajst-13051	69	18	out	out	ADP
ajst-13051	69	19	effective	effective	ADJ
ajst-13051	69	20	service	service	NOUN
ajst-13051	69	21	recovery	recovery	NOUN
ajst-13051	69	22	according	accord	VERB
ajst-13051	69	23	to	to	ADP
ajst-13051	69	24	consumers	consumer	NOUN
ajst-13051	69	25	'	'	PART
ajst-13051	69	26	response	response	NOUN
ajst-13051	69	27	to	to	ADP
ajst-13051	69	28	different	different	ADJ
ajst-13051	69	29	types	type	NOUN
ajst-13051	69	30	of	of	ADP
ajst-13051	69	31	service	service	NOUN
ajst-13051	69	32	failure	failure	NOUN
ajst-13051	69	33	.	.	PUNCT
ajst-13051	70	1	first	first	ADV
ajst-13051	70	2	,	,	PUNCT
ajst-13051	70	3	we	we	PRON
ajst-13051	70	4	combed	comb	VERB
ajst-13051	70	5	through	through	ADP
ajst-13051	70	6	relevant	relevant	ADJ
ajst-13051	70	7	studies	study	NOUN
ajst-13051	70	8	on	on	ADP
ajst-13051	70	9	the	the	DET
ajst-13051	70	10	types	type	NOUN
ajst-13051	70	11	of	of	ADP
ajst-13051	70	12	service	service	NOUN
ajst-13051	70	13	failure	failure	NOUN
ajst-13051	70	14	and	and	CCONJ
ajst-13051	70	15	found	find	VERB
ajst-13051	70	16	that	that	SCONJ
ajst-13051	70	17	service	service	NOUN
ajst-13051	70	18	process	process	NOUN
ajst-13051	70	19	failure	failure	NOUN
ajst-13051	70	20	is	be	AUX
ajst-13051	70	21	more	more	ADV
ajst-13051	70	22	compatible	compatible	ADJ
ajst-13051	70	23	with	with	ADP
ajst-13051	70	24	the	the	DET
ajst-13051	70	25	warmth	warmth	NOUN
ajst-13051	70	26	of	of	ADP
ajst-13051	70	27	social	social	ADJ
ajst-13051	70	28	cognition	cognition	NOUN
ajst-13051	70	29	.	.	PUNCT
ajst-13051	71	1	when	when	SCONJ
ajst-13051	71	2	a	a	DET
ajst-13051	71	3	service	service	NOUN
ajst-13051	71	4	robot	robot	NOUN
ajst-13051	71	5	with	with	ADP
ajst-13051	71	6	warmth	warmth	NOUN
ajst-13051	71	7	perception	perception	NOUN
ajst-13051	71	8	makes	make	VERB
ajst-13051	71	9	an	an	DET
ajst-13051	71	10	apology	apology	NOUN
ajst-13051	71	11	or	or	CCONJ
ajst-13051	71	12	83	83	NUM
ajst-13051	71	13	empathy	empathy	NOUN
ajst-13051	71	14	response	response	NOUN
ajst-13051	71	15	after	after	ADP
ajst-13051	71	16	a	a	DET
ajst-13051	71	17	service	service	NOUN
ajst-13051	71	18	process	process	NOUN
ajst-13051	71	19	failure	failure	NOUN
ajst-13051	71	20	,	,	PUNCT
ajst-13051	71	21	consumers	consumer	NOUN
ajst-13051	71	22	will	will	AUX
ajst-13051	71	23	think	think	VERB
ajst-13051	71	24	that	that	SCONJ
ajst-13051	71	25	the	the	DET
ajst-13051	71	26	warmth	warmth	NOUN
ajst-13051	71	27	perception	perception	NOUN
ajst-13051	71	28	of	of	ADP
ajst-13051	71	29	the	the	DET
ajst-13051	71	30	service	service	NOUN
ajst-13051	71	31	robot	robot	NOUN
ajst-13051	71	32	has	have	VERB
ajst-13051	71	33	a	a	DET
ajst-13051	71	34	higher	high	ADJ
ajst-13051	71	35	degree	degree	NOUN
ajst-13051	71	36	of	of	ADP
ajst-13051	71	37	fit	fit	NOUN
ajst-13051	71	38	with	with	ADP
ajst-13051	71	39	apology	apology	NOUN
ajst-13051	71	40	and	and	CCONJ
ajst-13051	71	41	empathy	empathy	NOUN
ajst-13051	71	42	,	,	PUNCT
ajst-13051	71	43	and	and	CCONJ
ajst-13051	71	44	thus	thus	ADV
ajst-13051	71	45	make	make	VERB
ajst-13051	71	46	a	a	DET
ajst-13051	71	47	positive	positive	ADJ
ajst-13051	71	48	evaluation[23	evaluation[23	NOUN
ajst-13051	71	49	]	]	X
ajst-13051	71	50	.	.	PUNCT
ajst-13051	72	1	this	this	PRON
ajst-13051	72	2	is	be	AUX
ajst-13051	72	3	because	because	SCONJ
ajst-13051	72	4	remedies	remedy	NOUN
ajst-13051	72	5	such	such	ADJ
ajst-13051	72	6	as	as	ADP
ajst-13051	72	7	apology	apology	NOUN
ajst-13051	72	8	and	and	CCONJ
ajst-13051	72	9	empathy	empathy	NOUN
ajst-13051	72	10	are	be	AUX
ajst-13051	72	11	able	able	ADJ
ajst-13051	72	12	to	to	PART
ajst-13051	72	13	drive	drive	VERB
ajst-13051	72	14	consumers	consumer	NOUN
ajst-13051	72	15	'	'	PART
ajst-13051	72	16	perception	perception	NOUN
ajst-13051	72	17	of	of	ADP
ajst-13051	72	18	warmth	warmth	NOUN
ajst-13051	72	19	,	,	PUNCT
ajst-13051	72	20	and	and	CCONJ
ajst-13051	72	21	service	service	NOUN
ajst-13051	72	22	robots	robot	NOUN
ajst-13051	72	23	are	be	AUX
ajst-13051	72	24	perceived	perceive	VERB
ajst-13051	72	25	to	to	PART
ajst-13051	72	26	be	be	AUX
ajst-13051	72	27	more	more	ADV
ajst-13051	72	28	social	social	ADJ
ajst-13051	72	29	,	,	PUNCT
ajst-13051	72	30	helpful	helpful	ADJ
ajst-13051	72	31	and	and	CCONJ
ajst-13051	72	32	caring	caring	ADJ
ajst-13051	72	33	.	.	PUNCT
ajst-13051	73	1	the	the	DET
ajst-13051	73	2	perception	perception	NOUN
ajst-13051	73	3	of	of	ADP
ajst-13051	73	4	warmth	warmth	NOUN
ajst-13051	73	5	can	can	AUX
ajst-13051	73	6	lead	lead	VERB
ajst-13051	73	7	to	to	ADP
ajst-13051	73	8	positive	positive	ADJ
ajst-13051	73	9	emotional	emotional	ADJ
ajst-13051	73	10	responses	response	NOUN
ajst-13051	73	11	,	,	PUNCT
ajst-13051	73	12	enhance	enhance	VERB
ajst-13051	73	13	friendly	friendly	ADJ
ajst-13051	73	14	interactions	interaction	NOUN
ajst-13051	73	15	with	with	ADP
ajst-13051	73	16	others	other	NOUN
ajst-13051	73	17	,	,	PUNCT
ajst-13051	73	18	and	and	CCONJ
ajst-13051	73	19	be	be	AUX
ajst-13051	73	20	more	more	ADV
ajst-13051	73	21	accepted	accept	VERB
ajst-13051	73	22	by	by	ADP
ajst-13051	73	23	others	other	NOUN
ajst-13051	73	24	.	.	PUNCT
ajst-13051	74	1	in	in	ADP
ajst-13051	74	2	other	other	ADJ
ajst-13051	74	3	words	word	NOUN
ajst-13051	74	4	,	,	PUNCT
ajst-13051	74	5	the	the	DET
ajst-13051	74	6	service	service	NOUN
ajst-13051	74	7	robot	robot	NOUN
ajst-13051	74	8	with	with	ADP
ajst-13051	74	9	warmth	warmth	NOUN
ajst-13051	74	10	perception	perception	NOUN
ajst-13051	74	11	can	can	AUX
ajst-13051	74	12	take	take	VERB
ajst-13051	74	13	emotional	emotional	ADJ
ajst-13051	74	14	responses	response	NOUN
ajst-13051	74	15	such	such	ADJ
ajst-13051	74	16	as	as	ADP
ajst-13051	74	17	apology	apology	NOUN
ajst-13051	74	18	and	and	CCONJ
ajst-13051	74	19	empathy	empathy	NOUN
ajst-13051	74	20	after	after	ADP
ajst-13051	74	21	process	process	NOUN
ajst-13051	74	22	failure	failure	NOUN
ajst-13051	74	23	,	,	PUNCT
ajst-13051	74	24	because	because	SCONJ
ajst-13051	74	25	the	the	DET
ajst-13051	74	26	warmth	warmth	NOUN
ajst-13051	74	27	perception	perception	NOUN
ajst-13051	74	28	of	of	ADP
ajst-13051	74	29	the	the	DET
ajst-13051	74	30	service	service	NOUN
ajst-13051	74	31	robot	robot	NOUN
ajst-13051	74	32	is	be	AUX
ajst-13051	74	33	more	more	ADV
ajst-13051	74	34	consistent	consistent	ADJ
ajst-13051	74	35	with	with	ADP
ajst-13051	74	36	the	the	DET
ajst-13051	74	37	emotional	emotional	ADJ
ajst-13051	74	38	response	response	NOUN
ajst-13051	74	39	,	,	PUNCT
ajst-13051	74	40	and	and	CCONJ
ajst-13051	74	41	is	be	AUX
ajst-13051	74	42	more	more	ADV
ajst-13051	74	43	consistent	consistent	ADJ
ajst-13051	74	44	with	with	ADP
ajst-13051	74	45	the	the	DET
ajst-13051	74	46	process	process	NOUN
ajst-13051	74	47	failure	failure	NOUN
ajst-13051	74	48	,	,	PUNCT
ajst-13051	74	49	so	so	SCONJ
ajst-13051	74	50	as	as	SCONJ
ajst-13051	74	51	to	to	PART
ajst-13051	74	52	eliminate	eliminate	VERB
ajst-13051	74	53	the	the	DET
ajst-13051	74	54	negative	negative	ADJ
ajst-13051	74	55	emotions	emotion	NOUN
ajst-13051	74	56	of	of	ADP
ajst-13051	74	57	consumers	consumer	NOUN
ajst-13051	74	58	.	.	PUNCT
ajst-13051	75	1	second	second	ADJ
ajst-13051	75	2	,	,	PUNCT
ajst-13051	75	3	outcome	outcome	NOUN
ajst-13051	75	4	failure	failure	NOUN
ajst-13051	75	5	is	be	AUX
ajst-13051	75	6	considered	consider	VERB
ajst-13051	75	7	a	a	DET
ajst-13051	75	8	service	service	NOUN
ajst-13051	75	9	failure	failure	NOUN
ajst-13051	75	10	related	relate	VERB
ajst-13051	75	11	to	to	ADP
ajst-13051	75	12	competence	competence	NOUN
ajst-13051	75	13	,	,	PUNCT
ajst-13051	75	14	and	and	CCONJ
ajst-13051	75	15	when	when	SCONJ
ajst-13051	75	16	a	a	DET
ajst-13051	75	17	service	service	NOUN
ajst-13051	75	18	robot	robot	NOUN
ajst-13051	75	19	is	be	AUX
ajst-13051	75	20	unable	unable	ADJ
ajst-13051	75	21	to	to	PART
ajst-13051	75	22	meet	meet	VERB
ajst-13051	75	23	a	a	DET
ajst-13051	75	24	customer	customer	NOUN
ajst-13051	75	25	's	's	PART
ajst-13051	75	26	basic	basic	ADJ
ajst-13051	75	27	service	service	NOUN
ajst-13051	75	28	needs	need	NOUN
ajst-13051	75	29	,	,	PUNCT
ajst-13051	75	30	it	it	PRON
ajst-13051	75	31	is	be	AUX
ajst-13051	75	32	often	often	ADV
ajst-13051	75	33	considered	consider	VERB
ajst-13051	75	34	a	a	DET
ajst-13051	75	35	lack	lack	NOUN
ajst-13051	75	36	of	of	ADP
ajst-13051	75	37	competence	competence	NOUN
ajst-13051	75	38	,	,	PUNCT
ajst-13051	75	39	rather	rather	ADV
ajst-13051	75	40	than	than	ADP
ajst-13051	75	41	a	a	DET
ajst-13051	75	42	lack	lack	NOUN
ajst-13051	75	43	of	of	ADP
ajst-13051	75	44	social	social	ADJ
ajst-13051	75	45	or	or	CCONJ
ajst-13051	75	46	emotional	emotional	ADJ
ajst-13051	75	47	skills	skill	NOUN
ajst-13051	75	48	.	.	PUNCT
ajst-13051	76	1	therefore	therefore	ADV
ajst-13051	76	2	,	,	PUNCT
ajst-13051	76	3	after	after	SCONJ
ajst-13051	76	4	the	the	DET
ajst-13051	76	5	result	result	NOUN
ajst-13051	76	6	fails	fail	VERB
ajst-13051	76	7	,	,	PUNCT
ajst-13051	76	8	the	the	DET
ajst-13051	76	9	service	service	NOUN
ajst-13051	76	10	robot	robot	NOUN
ajst-13051	76	11	with	with	ADP
ajst-13051	76	12	the	the	DET
ajst-13051	76	13	ability	ability	NOUN
ajst-13051	76	14	to	to	PART
ajst-13051	76	15	perceive	perceive	VERB
ajst-13051	76	16	will	will	AUX
ajst-13051	76	17	make	make	VERB
ajst-13051	76	18	rational	rational	ADJ
ajst-13051	76	19	responses	response	NOUN
ajst-13051	76	20	such	such	ADJ
ajst-13051	76	21	as	as	ADP
ajst-13051	76	22	explanation	explanation	NOUN
ajst-13051	76	23	to	to	PART
ajst-13051	76	24	increase	increase	VERB
ajst-13051	76	25	the	the	DET
ajst-13051	76	26	perceived	perceive	VERB
ajst-13051	76	27	information	information	NOUN
ajst-13051	76	28	fairness	fairness	NOUN
ajst-13051	76	29	of	of	ADP
ajst-13051	76	30	customers	customer	NOUN
ajst-13051	76	31	,	,	PUNCT
ajst-13051	76	32	and	and	CCONJ
ajst-13051	76	33	consumers	consumer	NOUN
ajst-13051	76	34	will	will	AUX
ajst-13051	76	35	think	think	VERB
ajst-13051	76	36	that	that	SCONJ
ajst-13051	76	37	the	the	DET
ajst-13051	76	38	service	service	NOUN
ajst-13051	76	39	robot	robot	NOUN
ajst-13051	76	40	's	's	PART
ajst-13051	76	41	ability	ability	NOUN
ajst-13051	76	42	perception	perception	NOUN
ajst-13051	76	43	and	and	CCONJ
ajst-13051	76	44	interpretation	interpretation	NOUN
ajst-13051	76	45	have	have	VERB
ajst-13051	76	46	a	a	DET
ajst-13051	76	47	higher	high	ADJ
ajst-13051	76	48	degree	degree	NOUN
ajst-13051	76	49	of	of	ADP
ajst-13051	76	50	fit	fit	ADJ
ajst-13051	76	51	,	,	PUNCT
ajst-13051	76	52	so	so	SCONJ
ajst-13051	76	53	as	as	SCONJ
ajst-13051	76	54	to	to	PART
ajst-13051	76	55	make	make	VERB
ajst-13051	76	56	positive	positive	ADJ
ajst-13051	76	57	evaluations[23	evaluations[23	NOUN
ajst-13051	76	58	]	]	PUNCT
ajst-13051	76	59	.	.	PUNCT
ajst-13051	77	1	because	because	SCONJ
ajst-13051	77	2	explanations	explanation	NOUN
ajst-13051	77	3	are	be	AUX
ajst-13051	77	4	made	make	VERB
ajst-13051	77	5	up	up	ADP
ajst-13051	77	6	of	of	ADP
ajst-13051	77	7	logical	logical	ADJ
ajst-13051	77	8	and	and	CCONJ
ajst-13051	77	9	factual	factual	ADJ
ajst-13051	77	10	statements	statement	NOUN
ajst-13051	77	11	that	that	PRON
ajst-13051	77	12	make	make	VERB
ajst-13051	77	13	consumers	consumer	NOUN
ajst-13051	77	14	feel	feel	VERB
ajst-13051	77	15	authentic	authentic	ADJ
ajst-13051	77	16	and	and	CCONJ
ajst-13051	77	17	reliable	reliable	ADJ
ajst-13051	77	18	,	,	PUNCT
ajst-13051	77	19	service	service	NOUN
ajst-13051	77	20	robots	robot	NOUN
ajst-13051	77	21	are	be	AUX
ajst-13051	77	22	perceived	perceive	VERB
ajst-13051	77	23	as	as	ADP
ajst-13051	77	24	more	more	ADV
ajst-13051	77	25	knowledgeable	knowledgeable	ADJ
ajst-13051	77	26	,	,	PUNCT
ajst-13051	77	27	capable	capable	ADJ
ajst-13051	77	28	,	,	PUNCT
ajst-13051	77	29	skilled	skilled	ADJ
ajst-13051	77	30	,	,	PUNCT
ajst-13051	77	31	and	and	CCONJ
ajst-13051	77	32	efficient	efficient	ADJ
ajst-13051	77	33	.	.	PUNCT
ajst-13051	78	1	in	in	ADP
ajst-13051	78	2	other	other	ADJ
ajst-13051	78	3	words	word	NOUN
ajst-13051	78	4	,	,	PUNCT
ajst-13051	78	5	a	a	DET
ajst-13051	78	6	service	service	NOUN
ajst-13051	78	7	robot	robot	NOUN
ajst-13051	78	8	with	with	ADP
ajst-13051	78	9	ability	ability	NOUN
ajst-13051	78	10	perception	perception	NOUN
ajst-13051	78	11	can	can	AUX
ajst-13051	78	12	take	take	VERB
ajst-13051	78	13	rational	rational	ADJ
ajst-13051	78	14	responses	response	NOUN
ajst-13051	78	15	such	such	ADJ
ajst-13051	78	16	as	as	ADP
ajst-13051	78	17	explanation	explanation	NOUN
ajst-13051	78	18	after	after	ADP
ajst-13051	78	19	result	result	NOUN
ajst-13051	78	20	failure	failure	NOUN
ajst-13051	78	21	,	,	PUNCT
ajst-13051	78	22	because	because	SCONJ
ajst-13051	78	23	the	the	DET
ajst-13051	78	24	ability	ability	NOUN
ajst-13051	78	25	perception	perception	NOUN
ajst-13051	78	26	of	of	ADP
ajst-13051	78	27	the	the	DET
ajst-13051	78	28	service	service	NOUN
ajst-13051	78	29	robot	robot	NOUN
ajst-13051	78	30	is	be	AUX
ajst-13051	78	31	more	more	ADV
ajst-13051	78	32	consistent	consistent	ADJ
ajst-13051	78	33	with	with	ADP
ajst-13051	78	34	the	the	DET
ajst-13051	78	35	rational	rational	ADJ
ajst-13051	78	36	response	response	NOUN
ajst-13051	78	37	and	and	CCONJ
ajst-13051	78	38	the	the	DET
ajst-13051	78	39	result	result	NOUN
ajst-13051	78	40	failure	failure	NOUN
ajst-13051	78	41	,	,	PUNCT
ajst-13051	78	42	so	so	SCONJ
ajst-13051	78	43	as	as	SCONJ
ajst-13051	78	44	to	to	PART
ajst-13051	78	45	achieve	achieve	VERB
ajst-13051	78	46	the	the	DET
ajst-13051	78	47	purpose	purpose	NOUN
ajst-13051	78	48	of	of	ADP
ajst-13051	78	49	eliminating	eliminate	VERB
ajst-13051	78	50	the	the	DET
ajst-13051	78	51	negative	negative	ADJ
ajst-13051	78	52	emotions	emotion	NOUN
ajst-13051	78	53	of	of	ADP
ajst-13051	78	54	customers	customer	NOUN
ajst-13051	78	55	.	.	PUNCT
ajst-13051	79	1	finally	finally	ADV
ajst-13051	79	2	,	,	PUNCT
ajst-13051	79	3	when	when	SCONJ
ajst-13051	79	4	a	a	DET
ajst-13051	79	5	service	service	NOUN
ajst-13051	79	6	robot	robot	NOUN
ajst-13051	79	7	fails	fail	VERB
ajst-13051	79	8	to	to	PART
ajst-13051	79	9	perform	perform	VERB
ajst-13051	79	10	service	service	NOUN
ajst-13051	79	11	recovery	recovery	NOUN
ajst-13051	79	12	,	,	PUNCT
ajst-13051	79	13	a	a	DET
ajst-13051	79	14	human	human	ADJ
ajst-13051	79	15	employee	employee	NOUN
ajst-13051	79	16	can	can	AUX
ajst-13051	79	17	assist	assist	VERB
ajst-13051	79	18	in	in	ADP
ajst-13051	79	19	the	the	DET
ajst-13051	79	20	recovery	recovery	NOUN
ajst-13051	79	21	.	.	PUNCT
ajst-13051	80	1	although	although	SCONJ
ajst-13051	80	2	service	service	NOUN
ajst-13051	80	3	robot	robot	NOUN
ajst-13051	80	4	remedies	remedy	NOUN
ajst-13051	80	5	can	can	AUX
ajst-13051	80	6	save	save	VERB
ajst-13051	80	7	operating	operating	NOUN
ajst-13051	80	8	costs	cost	NOUN
ajst-13051	80	9	,	,	PUNCT
ajst-13051	80	10	sometimes	sometimes	ADV
ajst-13051	80	11	compared	compare	VERB
ajst-13051	80	12	with	with	ADP
ajst-13051	80	13	human	human	ADJ
ajst-13051	80	14	employee	employee	NOUN
ajst-13051	80	15	remedies	remedy	NOUN
ajst-13051	80	16	,	,	PUNCT
ajst-13051	80	17	robot	robot	NOUN
ajst-13051	80	18	apologies	apology	NOUN
ajst-13051	80	19	or	or	CCONJ
ajst-13051	80	20	explanations	explanation	NOUN
ajst-13051	80	21	are	be	AUX
ajst-13051	80	22	still	still	ADV
ajst-13051	80	23	considered	consider	VERB
ajst-13051	80	24	not	not	PART
ajst-13051	80	25	sincere	sincere	ADJ
ajst-13051	80	26	and	and	CCONJ
ajst-13051	80	27	convincing	convincing	ADJ
ajst-13051	80	28	by	by	ADP
ajst-13051	80	29	customers	customer	NOUN
ajst-13051	80	30	.	.	PUNCT
ajst-13051	81	1	therefore	therefore	ADV
ajst-13051	81	2	,	,	PUNCT
ajst-13051	81	3	when	when	SCONJ
ajst-13051	81	4	necessary	necessary	ADJ
ajst-13051	81	5	,	,	PUNCT
ajst-13051	81	6	companies	company	NOUN
ajst-13051	81	7	should	should	AUX
ajst-13051	81	8	consider	consider	VERB
ajst-13051	81	9	arranging	arrange	VERB
ajst-13051	81	10	human	human	ADJ
ajst-13051	81	11	employee	employee	NOUN
ajst-13051	81	12	assistance	assistance	NOUN
ajst-13051	81	13	services	service	NOUN
ajst-13051	81	14	as	as	ADV
ajst-13051	81	15	well	well	ADV
ajst-13051	81	16	as	as	ADP
ajst-13051	81	17	service	service	NOUN
ajst-13051	81	18	recovery	recovery	NOUN
ajst-13051	81	19	.	.	PUNCT
ajst-13051	82	1	references	reference	NOUN
ajst-13051	82	2	[	[	X
ajst-13051	82	3	1	1	NUM
ajst-13051	82	4	]	]	PUNCT
ajst-13051	82	5	gale	gale	NOUN
ajst-13051	82	6	,	,	PUNCT
ajst-13051	82	7	alastair	alastair	PROPN
ajst-13051	82	8	and	and	CCONJ
ajst-13051	82	9	takashi	takashi	PROPN
ajst-13051	82	10	mochiquki	mochiquki	PROPN
ajst-13051	82	11	(	(	PUNCT
ajst-13051	82	12	2019	2019	NUM
ajst-13051	82	13	)	)	PUNCT
ajst-13051	82	14	,	,	PUNCT
ajst-13051	82	15	“	"	PUNCT
ajst-13051	82	16	robot	robot	NOUN
ajst-13051	82	17	hotel	hotel	NOUN
ajst-13051	82	18	loses	lose	VERB
ajst-13051	82	19	love	love	NOUN
ajst-13051	82	20	for	for	ADP
ajst-13051	82	21	robots	robot	NOUN
ajst-13051	82	22	,	,	PUNCT
ajst-13051	82	23	”	"	PUNCT
ajst-13051	83	1	[	[	X
ajst-13051	83	2	available	available	ADJ
ajst-13051	83	3	at	at	ADP
ajst-13051	83	4	https://www.wsj.com/articles/robot-hotel-loses-love-forrobots-11547484628	https://www.wsj.com/articles/robot-hotel-loses-love-forrobots-11547484628	X
ajst-13051	83	5	]	]	PUNCT
ajst-13051	83	6	.	.	PUNCT
ajst-13051	84	1	[	[	X
ajst-13051	84	2	2	2	X
ajst-13051	84	3	]	]	PUNCT
ajst-13051	84	4	wang	wang	PROPN
ajst-13051	84	5	haizhong	haizhong	PROPN
ajst-13051	84	6	,	,	PUNCT
ajst-13051	84	7	xie	xie	PROPN
ajst-13051	84	8	tao	tao	PROPN
ajst-13051	84	9	,	,	PUNCT
ajst-13051	84	10	zhan	zhan	NOUN
ajst-13051	84	11	chunyu	chunyu	NOUN
ajst-13051	84	12	.	.	PUNCT
ajst-13051	85	1	the	the	DET
ajst-13051	85	2	negative	negative	ADJ
ajst-13051	85	3	impact	impact	NOUN
ajst-13051	85	4	of	of	ADP
ajst-13051	85	5	personification	personification	NOUN
ajst-13051	85	6	of	of	ADP
ajst-13051	85	7	intelligent	intelligent	ADJ
ajst-13051	85	8	customer	customer	NOUN
ajst-13051	85	9	service	service	NOUN
ajst-13051	85	10	personification	personification	NOUN
ajst-13051	85	11	in	in	ADP
ajst-13051	85	12	the	the	DET
ajst-13051	85	13	context	context	NOUN
ajst-13051	85	14	of	of	ADP
ajst-13051	85	15	service	service	NOUN
ajst-13051	85	16	failure	failure	NOUN
ajst-13051	85	17	:	:	PUNCT
ajst-13051	85	18	the	the	DET
ajst-13051	85	19	mediating	mediate	VERB
ajst-13051	85	20	mechanism	mechanism	NOUN
ajst-13051	85	21	of	of	ADP
ajst-13051	85	22	disgust	disgust	NOUN
ajst-13051	85	23	[	[	X
ajst-13051	85	24	j	j	X
ajst-13051	85	25	]	]	X
ajst-13051	85	26	.	.	PUNCT
ajst-13051	86	1	nankai	nankai	PROPN
ajst-13051	86	2	management	management	PROPN
ajst-13051	86	3	review	review	PROPN
ajst-13051	86	4	,	,	PUNCT
ajst-13051	86	5	2021	2021	NUM
ajst-13051	86	6	,	,	PUNCT
ajst-13051	86	7	24(04	24(04	NUM
ajst-13051	86	8	):	):	PUNCT
ajst-13051	86	9	194	194	NUM
ajst-13051	86	10	-	-	SYM
ajst-13051	86	11	206	206	NUM
ajst-13051	86	12	.	.	PUNCT
ajst-13051	87	1	[	[	X
ajst-13051	87	2	3	3	X
ajst-13051	87	3	]	]	X
ajst-13051	87	4	mozafari	mozafari	PROPN
ajst-13051	87	5	n	n	CCONJ
ajst-13051	87	6	,	,	PUNCT
ajst-13051	87	7	weiger	weiger	PROPN
ajst-13051	87	8	w	w	PROPN
ajst-13051	87	9	h	h	PROPN
ajst-13051	87	10	,	,	PUNCT
ajst-13051	87	11	hammerschmidt	hammerschmidt	ADJ
ajst-13051	87	12	m.	m.	NOUN
ajst-13051	87	13	trust	trust	PROPN
ajst-13051	87	14	me	i	PRON
ajst-13051	87	15	,	,	PUNCT
ajst-13051	87	16	i	i	PRON
ajst-13051	87	17	'm	be	AUX
ajst-13051	87	18	a	a	DET
ajst-13051	87	19	bot	bot	NOUN
ajst-13051	87	20	–	–	PUNCT
ajst-13051	87	21	repercussions	repercussion	NOUN
ajst-13051	87	22	of	of	ADP
ajst-13051	87	23	chatbot	chatbot	NOUN
ajst-13051	87	24	disclosure	disclosure	NOUN
ajst-13051	87	25	in	in	ADP
ajst-13051	87	26	different	different	ADJ
ajst-13051	87	27	service	service	NOUN
ajst-13051	87	28	frontline	frontline	NOUN
ajst-13051	87	29	settings[j	settings[j	PROPN
ajst-13051	87	30	]	]	PUNCT
ajst-13051	87	31	.	.	PUNCT
ajst-13051	88	1	journal	journal	PROPN
ajst-13051	88	2	of	of	ADP
ajst-13051	88	3	service	service	NOUN
ajst-13051	88	4	management	management	NOUN
ajst-13051	88	5	,	,	PUNCT
ajst-13051	88	6	2022	2022	NUM
ajst-13051	88	7	,	,	PUNCT
ajst-13051	88	8	33(2	33(2	NUM
ajst-13051	88	9	):	):	PUNCT
ajst-13051	88	10	221	221	NUM
ajst-13051	88	11	-	-	SYM
ajst-13051	88	12	245	245	NUM
ajst-13051	88	13	.	.	PUNCT
ajst-13051	89	1	[	[	X
ajst-13051	89	2	4	4	NUM
ajst-13051	89	3	]	]	SYM
ajst-13051	89	4	hu	hu	PROPN
ajst-13051	89	5	y	y	PROPN
ajst-13051	89	6	,	,	PUNCT
ajst-13051	89	7	kelly	kelly	PROPN
ajst-13051	89	8	min	min	PROPN
ajst-13051	89	9	h	h	PROPN
ajst-13051	89	10	,	,	PUNCT
ajst-13051	89	11	su	su	PROPN
ajst-13051	89	12	n.	n.	PROPN
ajst-13051	89	13	how	how	SCONJ
ajst-13051	89	14	sincere	sincere	ADJ
ajst-13051	89	15	is	be	AUX
ajst-13051	89	16	an	an	DET
ajst-13051	89	17	apology	apology	NOUN
ajst-13051	89	18	?	?	PUNCT
ajst-13051	90	1	recovery	recovery	NOUN
ajst-13051	90	2	satisfaction	satisfaction	NOUN
ajst-13051	90	3	in	in	ADP
ajst-13051	90	4	a	a	DET
ajst-13051	90	5	robot	robot	NOUN
ajst-13051	90	6	service	service	NOUN
ajst-13051	90	7	failure	failure	NOUN
ajst-13051	90	8	context[j	context[j	PRON
ajst-13051	90	9	]	]	PUNCT
ajst-13051	90	10	.	.	PUNCT
ajst-13051	91	1	journal	journal	PROPN
ajst-13051	91	2	of	of	ADP
ajst-13051	91	3	hospitality	hospitality	PROPN
ajst-13051	91	4	&	&	CCONJ
ajst-13051	91	5	tourism	tourism	NOUN
ajst-13051	91	6	research	research	NOUN
ajst-13051	91	7	,	,	PUNCT
ajst-13051	91	8	2021	2021	NUM
ajst-13051	91	9	,	,	PUNCT
ajst-13051	91	10	45(6	45(6	NUM
ajst-13051	91	11	):	):	PUNCT
ajst-13051	91	12	10221043	10221043	NUM
ajst-13051	91	13	.	.	PUNCT
ajst-13051	92	1	[	[	X
ajst-13051	92	2	5	5	X
ajst-13051	92	3	]	]	X
ajst-13051	92	4	lv	lv	PROPN
ajst-13051	92	5	xing	xing	PROPN
ajst-13051	92	6	-	-	PUNCT
ajst-13051	92	7	yang	yang	PROPN
ajst-13051	92	8	,	,	PUNCT
ajst-13051	92	9	yang	yang	PROPN
ajst-13051	92	10	yu	yu	PROPN
ajst-13051	92	11	-	-	PROPN
ajst-13051	92	12	fan	fan	PROPN
ajst-13051	92	13	,	,	PUNCT
ajst-13051	92	14	xu	xu	PROPN
ajst-13051	92	15	shuang	shuang	PROPN
ajst-13051	92	16	-	-	PUNCT
ajst-13051	92	17	yu	yu	PROPN
ajst-13051	92	18	,	,	PUNCT
ajst-13051	92	19	et	et	PROPN
ajst-13051	92	20	al	al	PROPN
ajst-13051	92	21	.	.	PUNCT
ajst-13051	92	22	supplementing	supplement	VERB
ajst-13051	92	23	intelligence	intelligence	NOUN
ajst-13051	92	24	with	with	ADP
ajst-13051	92	25	emotion	emotion	NOUN
ajst-13051	92	26	:	:	PUNCT
ajst-13051	92	27	a	a	DET
ajst-13051	92	28	study	study	NOUN
ajst-13051	92	29	on	on	ADP
ajst-13051	92	30	the	the	DET
ajst-13051	92	31	remedial	remedial	ADJ
ajst-13051	92	32	effect	effect	NOUN
ajst-13051	92	33	of	of	ADP
ajst-13051	92	34	artificial	artificial	ADJ
ajst-13051	92	35	intelligence	intelligence	NOUN
ajst-13051	92	36	empathic	empathic	ADJ
ajst-13051	92	37	response	response	NOUN
ajst-13051	93	1	[	[	X
ajst-13051	93	2	j	j	X
ajst-13051	93	3	]	]	X
ajst-13051	93	4	.	.	PUNCT
ajst-13051	94	1	tourism	tourism	NOUN
ajst-13051	94	2	forum	forum	PROPN
ajst-13051	94	3	,	,	PUNCT
ajst-13051	94	4	2021	2021	NUM
ajst-13051	94	5	,	,	PUNCT
ajst-13051	94	6	36(08	36(08	NUM
ajst-13051	94	7	):	):	PUNCT
ajst-13051	94	8	86	86	NUM
ajst-13051	94	9	-	-	SYM
ajst-13051	94	10	100	100	NUM
ajst-13051	94	11	.	.	PUNCT
ajst-13051	95	1	[	[	X
ajst-13051	95	2	6	6	NUM
ajst-13051	95	3	]	]	X
ajst-13051	95	4	xue	xue	PROPN
ajst-13051	95	5	zhe	zhe	PROPN
ajst-13051	95	6	,	,	PUNCT
ajst-13051	95	7	chen	chen	PROPN
ajst-13051	95	8	xiaoyun	xiaoyun	PROPN
ajst-13051	95	9	,	,	PUNCT
ajst-13051	95	10	li	li	PROPN
ajst-13051	95	11	yongcheng	yongcheng	PROPN
ajst-13051	95	12	,	,	PUNCT
ajst-13051	95	13	et	et	PROPN
ajst-13051	95	14	al	al	PROPN
ajst-13051	95	15	.	.	PUNCT
ajst-13051	96	1	intelligent	intelligent	ADJ
ajst-13051	96	2	robot	robot	NOUN
ajst-13051	96	3	service	service	NOUN
ajst-13051	96	4	failure	failure	NOUN
ajst-13051	96	5	and	and	CCONJ
ajst-13051	96	6	customer	customer	NOUN
ajst-13051	96	7	continuous	continuous	ADJ
ajst-13051	96	8	use	use	NOUN
ajst-13051	96	9	:	:	PUNCT
ajst-13051	96	10	a	a	DET
ajst-13051	96	11	study	study	NOUN
ajst-13051	96	12	on	on	ADP
ajst-13051	96	13	the	the	DET
ajst-13051	96	14	remedial	remedial	ADJ
ajst-13051	96	15	effect	effect	NOUN
ajst-13051	96	16	of	of	ADP
ajst-13051	96	17	robot	robot	NOUN
ajst-13051	96	18	empathy	empathy	NOUN
ajst-13051	97	1	[	[	X
ajst-13051	97	2	j	j	X
ajst-13051	97	3	]	]	X
ajst-13051	97	4	.	.	PUNCT
ajst-13051	98	1	enterprise	enterprise	NOUN
ajst-13051	98	2	economics	economic	NOUN
ajst-13051	98	3	,	,	PUNCT
ajst-13051	98	4	2023	2023	NUM
ajst-13051	98	5	,	,	PUNCT
ajst-13051	98	6	42(05	42(05	NUM
ajst-13051	98	7	):	):	PUNCT
ajst-13051	98	8	71	71	NUM
ajst-13051	98	9	-	-	SYM
ajst-13051	98	10	81	81	NUM
ajst-13051	98	11	.	.	PUNCT
ajst-13051	99	1	[	[	X
ajst-13051	99	2	7	7	X
ajst-13051	99	3	]	]	X
ajst-13051	99	4	rafaeli	rafaeli	PROPN
ajst-13051	99	5	a	a	PROPN
ajst-13051	99	6	,	,	PUNCT
ajst-13051	99	7	altman	altman	PROPN
ajst-13051	99	8	d	d	PROPN
ajst-13051	99	9	,	,	PUNCT
ajst-13051	99	10	gremler	gremler	NOUN
ajst-13051	99	11	d	d	PROPN
ajst-13051	99	12	d	d	PROPN
ajst-13051	99	13	,	,	PUNCT
ajst-13051	99	14	et	et	PROPN
ajst-13051	99	15	al	al	PROPN
ajst-13051	99	16	.	.	PUNCT
ajst-13051	100	1	the	the	DET
ajst-13051	100	2	future	future	NOUN
ajst-13051	100	3	of	of	ADP
ajst-13051	100	4	frontline	frontline	NOUN
ajst-13051	100	5	research	research	NOUN
ajst-13051	100	6	:	:	PUNCT
ajst-13051	100	7	invited	invite	VERB
ajst-13051	100	8	commentaries[j	commentaries[j	PROPN
ajst-13051	100	9	]	]	PUNCT
ajst-13051	100	10	.	.	PUNCT
ajst-13051	101	1	journal	journal	PROPN
ajst-13051	101	2	of	of	ADP
ajst-13051	101	3	service	service	NOUN
ajst-13051	101	4	research	research	NOUN
ajst-13051	101	5	,	,	PUNCT
ajst-13051	101	6	2017	2017	NUM
ajst-13051	101	7	,	,	PUNCT
ajst-13051	101	8	20(1	20(1	NUM
ajst-13051	101	9	):	):	PUNCT
ajst-13051	101	10	91	91	NUM
ajst-13051	101	11	-	-	SYM
ajst-13051	101	12	99	99	NUM
ajst-13051	101	13	.	.	PUNCT
ajst-13051	102	1	[	[	X
ajst-13051	102	2	8	8	NUM
ajst-13051	102	3	]	]	X
ajst-13051	102	4	kim	kim	PROPN
ajst-13051	102	5	s	s	PROPN
ajst-13051	102	6	y	y	PROPN
ajst-13051	102	7	,	,	PUNCT
ajst-13051	102	8	schmitt	schmitt	PROPN
ajst-13051	102	9	b	b	PROPN
ajst-13051	102	10	h	h	PROPN
ajst-13051	102	11	,	,	PUNCT
ajst-13051	102	12	thalmann	thalmann	PROPN
ajst-13051	102	13	n	n	PROPN
ajst-13051	102	14	m.	m.	NOUN
ajst-13051	102	15	eliza	eliza	PROPN
ajst-13051	102	16	in	in	ADP
ajst-13051	102	17	the	the	DET
ajst-13051	102	18	uncanny	uncanny	ADJ
ajst-13051	102	19	valley	valley	NOUN
ajst-13051	102	20	:	:	PUNCT
ajst-13051	102	21	anthropomorphizing	anthropomorphize	VERB
ajst-13051	102	22	consumer	consumer	NOUN
ajst-13051	102	23	robots	robot	NOUN
ajst-13051	102	24	increases	increase	VERB
ajst-13051	102	25	their	their	PRON
ajst-13051	102	26	perceived	perceive	VERB
ajst-13051	102	27	warmth	warmth	NOUN
ajst-13051	102	28	but	but	CCONJ
ajst-13051	102	29	decreases	decrease	NOUN
ajst-13051	102	30	liking[j	liking[j	PROPN
ajst-13051	102	31	]	]	PUNCT
ajst-13051	102	32	.	.	PUNCT
ajst-13051	103	1	marketing	marketing	NOUN
ajst-13051	103	2	letters	letter	NOUN
ajst-13051	103	3	,	,	PUNCT
ajst-13051	103	4	2019	2019	NUM
ajst-13051	103	5	,	,	PUNCT
ajst-13051	103	6	30(1	30(1	NUM
ajst-13051	103	7	):	):	PUNCT
ajst-13051	103	8	1	1	NUM
ajst-13051	103	9	-	-	SYM
ajst-13051	103	10	12	12	NUM
ajst-13051	103	11	.	.	PUNCT
ajst-13051	104	1	[	[	X
ajst-13051	104	2	9	9	NUM
ajst-13051	104	3	]	]	X
ajst-13051	104	4	wirtz	wirtz	PROPN
ajst-13051	104	5	j	j	PROPN
ajst-13051	104	6	,	,	PUNCT
ajst-13051	104	7	patterson	patterson	PROPN
ajst-13051	104	8	p	p	PROPN
ajst-13051	104	9	g	g	PROPN
ajst-13051	104	10	,	,	PUNCT
ajst-13051	104	11	kunz	kunz	PROPN
ajst-13051	104	12	w	w	PROPN
ajst-13051	104	13	h	h	PROPN
ajst-13051	104	14	,	,	PUNCT
ajst-13051	104	15	et	et	PROPN
ajst-13051	104	16	al	al	PROPN
ajst-13051	104	17	.	.	PROPN
ajst-13051	104	18	brave	brave	ADJ
ajst-13051	104	19	new	new	ADJ
ajst-13051	104	20	world	world	NOUN
ajst-13051	104	21	:	:	PUNCT
ajst-13051	104	22	service	service	NOUN
ajst-13051	104	23	robots	robot	NOUN
ajst-13051	104	24	in	in	ADP
ajst-13051	104	25	the	the	DET
ajst-13051	104	26	frontline[j	frontline[j	NOUN
ajst-13051	104	27	]	]	PUNCT
ajst-13051	104	28	.	.	PUNCT
ajst-13051	105	1	journal	journal	PROPN
ajst-13051	105	2	of	of	ADP
ajst-13051	105	3	service	service	NOUN
ajst-13051	105	4	management	management	NOUN
ajst-13051	105	5	,	,	PUNCT
ajst-13051	105	6	2018	2018	NUM
ajst-13051	105	7	,	,	PUNCT
ajst-13051	105	8	29(5	29(5	NUM
ajst-13051	105	9	):	):	PUNCT
ajst-13051	105	10	907	907	NUM
ajst-13051	105	11	-	-	SYM
ajst-13051	105	12	931	931	NUM
ajst-13051	105	13	.	.	PUNCT
ajst-13051	106	1	[	[	X
ajst-13051	106	2	10	10	NUM
ajst-13051	106	3	]	]	X
ajst-13051	106	4	lu	lu	PROPN
ajst-13051	106	5	l	l	NOUN
ajst-13051	106	6	,	,	PUNCT
ajst-13051	106	7	cai	cai	PROPN
ajst-13051	106	8	r	r	NOUN
ajst-13051	106	9	,	,	PUNCT
ajst-13051	106	10	gursoy	gursoy	PROPN
ajst-13051	106	11	d.	d.	PROPN
ajst-13051	106	12	developing	develop	VERB
ajst-13051	106	13	and	and	CCONJ
ajst-13051	106	14	validating	validate	VERB
ajst-13051	106	15	a	a	DET
ajst-13051	106	16	service	service	NOUN
ajst-13051	106	17	robot	robot	NOUN
ajst-13051	106	18	integration	integration	NOUN
ajst-13051	106	19	willingness	willingness	NOUN
ajst-13051	106	20	scale[j	scale[j	NOUN
ajst-13051	106	21	]	]	PUNCT
ajst-13051	106	22	.	.	PUNCT
ajst-13051	107	1	international	international	ADJ
ajst-13051	107	2	journal	journal	PROPN
ajst-13051	107	3	of	of	ADP
ajst-13051	107	4	hospitality	hospitality	PROPN
ajst-13051	107	5	management	management	NOUN
ajst-13051	107	6	,	,	PUNCT
ajst-13051	107	7	2019	2019	NUM
ajst-13051	107	8	,	,	PUNCT
ajst-13051	107	9	80	80	NUM
ajst-13051	107	10	:	:	SYM
ajst-13051	107	11	36	36	NUM
ajst-13051	107	12	-	-	SYM
ajst-13051	107	13	51	51	NUM
ajst-13051	107	14	.	.	PUNCT
ajst-13051	108	1	[	[	X
ajst-13051	108	2	11	11	NUM
ajst-13051	108	3	]	]	PUNCT
ajst-13051	108	4	choi	choi	NOUN
ajst-13051	108	5	s	s	PROPN
ajst-13051	108	6	,	,	PUNCT
ajst-13051	108	7	mattila	mattila	VERB
ajst-13051	108	8	a	a	DET
ajst-13051	108	9	s	s	PROPN
ajst-13051	108	10	,	,	PUNCT
ajst-13051	108	11	bolton	bolton	PROPN
ajst-13051	108	12	l	l	PROPN
ajst-13051	108	13	e.	e.	PROPN
ajst-13051	108	14	to	to	ADP
ajst-13051	108	15	err	err	VERB
ajst-13051	108	16	is	be	AUX
ajst-13051	108	17	human(-oid	human(-oid	NUM
ajst-13051	108	18	):	):	PUNCT
ajst-13051	108	19	how	how	SCONJ
ajst-13051	108	20	do	do	AUX
ajst-13051	108	21	consumers	consumer	NOUN
ajst-13051	108	22	react	react	VERB
ajst-13051	108	23	to	to	ADP
ajst-13051	108	24	robot	robot	NOUN
ajst-13051	108	25	service	service	NOUN
ajst-13051	108	26	failure	failure	NOUN
ajst-13051	108	27	and	and	CCONJ
ajst-13051	108	28	recovery?[j	recovery?[j	NUM
ajst-13051	108	29	]	]	PUNCT
ajst-13051	108	30	.	.	PUNCT
ajst-13051	109	1	journal	journal	PROPN
ajst-13051	109	2	of	of	ADP
ajst-13051	109	3	service	service	NOUN
ajst-13051	109	4	research	research	NOUN
ajst-13051	109	5	,	,	PUNCT
ajst-13051	109	6	2021	2021	NUM
ajst-13051	109	7	,	,	PUNCT
ajst-13051	109	8	24(3	24(3	NUM
ajst-13051	109	9	):	):	PUNCT
ajst-13051	109	10	354371	354371	NUM
ajst-13051	109	11	.	.	PUNCT
ajst-13051	110	1	[	[	X
ajst-13051	110	2	12	12	NUM
ajst-13051	110	3	]	]	PUNCT
ajst-13051	110	4	bitner	bitner	NOUN
ajst-13051	110	5	m	m	PROPN
ajst-13051	110	6	j	j	PROPN
ajst-13051	110	7	,	,	PUNCT
ajst-13051	110	8	booms	boom	VERB
ajst-13051	110	9	b	b	PROPN
ajst-13051	110	10	h	h	NOUN
ajst-13051	110	11	,	,	PUNCT
ajst-13051	110	12	tetreault	tetreault	PROPN
ajst-13051	110	13	m	m	VERB
ajst-13051	110	14	s.	s.	PROPN
ajst-13051	110	15	the	the	DET
ajst-13051	110	16	service	service	NOUN
ajst-13051	110	17	encounter	encounter	NOUN
ajst-13051	110	18	:	:	PUNCT
ajst-13051	110	19	diagnosing	diagnose	VERB
ajst-13051	110	20	favorable	favorable	ADJ
ajst-13051	110	21	and	and	CCONJ
ajst-13051	110	22	unfavorable	unfavorable	ADJ
ajst-13051	110	23	incidents[j	incidents[j	PROPN
ajst-13051	110	24	]	]	PUNCT
ajst-13051	110	25	.	.	PUNCT
ajst-13051	111	1	journal	journal	PROPN
ajst-13051	111	2	of	of	ADP
ajst-13051	111	3	marketing	marketing	NOUN
ajst-13051	111	4	,	,	PUNCT
ajst-13051	111	5	1990	1990	NUM
ajst-13051	111	6	,	,	PUNCT
ajst-13051	111	7	54(1	54(1	NUM
ajst-13051	111	8	):	):	PUNCT
ajst-13051	111	9	71	71	NUM
ajst-13051	111	10	.	.	PUNCT
ajst-13051	112	1	[	[	X
ajst-13051	112	2	13	13	NUM
ajst-13051	112	3	]	]	PUNCT
ajst-13051	112	4	hoffman	hoffman	NOUN
ajst-13051	112	5	k	k	PROPN
ajst-13051	112	6	d	d	PROPN
ajst-13051	112	7	,	,	PUNCT
ajst-13051	112	8	kelley	kelley	PROPN
ajst-13051	112	9	s	s	PROPN
ajst-13051	112	10	w	w	PROPN
ajst-13051	112	11	,	,	PUNCT
ajst-13051	112	12	rotalsky	rotalsky	ADJ
ajst-13051	112	13	h	h	NOUN
ajst-13051	112	14	m.	m.	NOUN
ajst-13051	112	15	tracking	track	VERB
ajst-13051	112	16	service	service	NOUN
ajst-13051	112	17	failures	failure	NOUN
ajst-13051	112	18	and	and	CCONJ
ajst-13051	112	19	employee	employee	NOUN
ajst-13051	112	20	recovery	recovery	NOUN
ajst-13051	112	21	efforts[j	efforts[j	PROPN
ajst-13051	112	22	]	]	PUNCT
ajst-13051	112	23	.	.	PUNCT
ajst-13051	113	1	the	the	DET
ajst-13051	113	2	journal	journal	PROPN
ajst-13051	113	3	of	of	ADP
ajst-13051	113	4	services	service	NOUN
ajst-13051	113	5	marketing	marketing	NOUN
ajst-13051	113	6	,	,	PUNCT
ajst-13051	113	7	1995	1995	NUM
ajst-13051	113	8	,	,	PUNCT
ajst-13051	113	9	9(2	9(2	NUM
ajst-13051	113	10	):	):	PUNCT
ajst-13051	113	11	49	49	NUM
ajst-13051	113	12	-	-	SYM
ajst-13051	113	13	61	61	NUM
ajst-13051	113	14	.	.	PUNCT
ajst-13051	114	1	[	[	X
ajst-13051	114	2	14	14	NUM
ajst-13051	114	3	]	]	X
ajst-13051	114	4	li	li	PROPN
ajst-13051	114	5	x	x	PROPN
ajst-13051	114	6	,	,	PUNCT
ajst-13051	114	7	chan	chan	PROPN
ajst-13051	114	8	k	k	PROPN
ajst-13051	114	9	w	w	PROPN
ajst-13051	114	10	,	,	PUNCT
ajst-13051	114	11	kim	kim	PROPN
ajst-13051	114	12	s.	s.	PROPN
ajst-13051	114	13	service	service	PROPN
ajst-13051	114	14	with	with	ADP
ajst-13051	114	15	emoticons	emoticon	NOUN
ajst-13051	114	16	:	:	PUNCT
ajst-13051	114	17	how	how	SCONJ
ajst-13051	114	18	customers	customer	NOUN
ajst-13051	114	19	interpret	interpret	VERB
ajst-13051	114	20	employee	employee	NOUN
ajst-13051	114	21	use	use	NOUN
ajst-13051	114	22	of	of	ADP
ajst-13051	114	23	emoticons	emoticon	NOUN
ajst-13051	114	24	in	in	ADP
ajst-13051	114	25	online	online	ADJ
ajst-13051	114	26	service	service	NOUN
ajst-13051	114	27	encounters[j	encounters[j	PROPN
ajst-13051	114	28	]	]	PUNCT
ajst-13051	114	29	.	.	PUNCT
ajst-13051	115	1	journal	journal	PROPN
ajst-13051	115	2	of	of	ADP
ajst-13051	115	3	consumer	consumer	NOUN
ajst-13051	115	4	research	research	NOUN
ajst-13051	115	5	,	,	PUNCT
ajst-13051	115	6	2019	2019	NUM
ajst-13051	115	7	,	,	PUNCT
ajst-13051	115	8	45(5	45(5	NUM
ajst-13051	115	9	):	):	PUNCT
ajst-13051	115	10	973	973	NUM
ajst-13051	115	11	-	-	SYM
ajst-13051	115	12	987	987	NUM
ajst-13051	115	13	.	.	PUNCT
ajst-13051	116	1	[	[	X
ajst-13051	116	2	15	15	NUM
ajst-13051	116	3	]	]	X
ajst-13051	116	4	chan	chan	PROPN
ajst-13051	116	5	h	h	PROPN
ajst-13051	116	6	,	,	PUNCT
ajst-13051	116	7	wan	wan	PROPN
ajst-13051	116	8	l	l	PROPN
ajst-13051	116	9	c	c	X
ajst-13051	116	10	,	,	PUNCT
ajst-13051	116	11	sin	sin	PROPN
ajst-13051	116	12	l	l	PROPN
ajst-13051	116	13	y	y	PROPN
ajst-13051	116	14	m.	m.	PROPN
ajst-13051	116	15	hospitality	hospitality	NOUN
ajst-13051	116	16	service	service	NOUN
ajst-13051	116	17	failures	failure	NOUN
ajst-13051	116	18	:	:	PUNCT
ajst-13051	116	19	who	who	PRON
ajst-13051	116	20	will	will	AUX
ajst-13051	116	21	be	be	AUX
ajst-13051	116	22	more	more	ADJ
ajst-13051	116	23	dissatisfied?[j	dissatisfied?[j	ADJ
ajst-13051	116	24	]	]	X
ajst-13051	116	25	.	.	PUNCT
ajst-13051	117	1	international	international	ADJ
ajst-13051	117	2	journal	journal	PROPN
ajst-13051	117	3	of	of	ADP
ajst-13051	117	4	hospitality	hospitality	PROPN
ajst-13051	117	5	management	management	NOUN
ajst-13051	117	6	,	,	PUNCT
ajst-13051	117	7	2007	2007	NUM
ajst-13051	117	8	,	,	PUNCT
ajst-13051	117	9	26(3	26(3	NUM
ajst-13051	117	10	):	):	PUNCT
ajst-13051	117	11	531	531	NUM
ajst-13051	117	12	-	-	SYM
ajst-13051	117	13	545	545	NUM
ajst-13051	117	14	.	.	PUNCT
ajst-13051	118	1	[	[	X
ajst-13051	118	2	16	16	NUM
ajst-13051	118	3	]	]	X
ajst-13051	118	4	patient	patient	NOUN
ajst-13051	118	5	d	d	PROPN
ajst-13051	118	6	l	l	NOUN
ajst-13051	118	7	,	,	PUNCT
ajst-13051	118	8	skarlicki	skarlicki	PROPN
ajst-13051	118	9	d	d	PROPN
ajst-13051	118	10	p.	p.	NOUN
ajst-13051	118	11	increasing	increase	VERB
ajst-13051	118	12	interpersonal	interpersonal	ADJ
ajst-13051	118	13	and	and	CCONJ
ajst-13051	118	14	informational	informational	ADJ
ajst-13051	118	15	justice	justice	NOUN
ajst-13051	118	16	when	when	SCONJ
ajst-13051	118	17	communicating	communicate	VERB
ajst-13051	118	18	negative	negative	ADJ
ajst-13051	118	19	news	news	NOUN
ajst-13051	118	20	:	:	PUNCT
ajst-13051	118	21	the	the	DET
ajst-13051	118	22	role	role	NOUN
ajst-13051	118	23	of	of	ADP
ajst-13051	118	24	the	the	DET
ajst-13051	118	25	manager	manager	NOUN
ajst-13051	118	26	’s	’s	PART
ajst-13051	118	27	empathic	empathic	ADJ
ajst-13051	118	28	concern	concern	NOUN
ajst-13051	118	29	and	and	CCONJ
ajst-13051	118	30	moral	moral	ADJ
ajst-13051	118	31	development[j	development[j	NOUN
ajst-13051	118	32	]	]	PUNCT
ajst-13051	118	33	.	.	PUNCT
ajst-13051	119	1	journal	journal	PROPN
ajst-13051	119	2	of	of	ADP
ajst-13051	119	3	management	management	NOUN
ajst-13051	119	4	,	,	PUNCT
ajst-13051	119	5	2010	2010	NUM
ajst-13051	119	6	,	,	PUNCT
ajst-13051	119	7	36(2	36(2	NUM
ajst-13051	119	8	):	):	PUNCT
ajst-13051	119	9	555	555	NUM
ajst-13051	119	10	-	-	SYM
ajst-13051	119	11	578	578	NUM
ajst-13051	119	12	.	.	PUNCT
ajst-13051	120	1	[	[	X
ajst-13051	120	2	17	17	NUM
ajst-13051	120	3	]	]	X
ajst-13051	120	4	du	du	PROPN
ajst-13051	120	5	jiangang	jiangang	PROPN
ajst-13051	120	6	,	,	PUNCT
ajst-13051	120	7	fan	fan	PROPN
ajst-13051	120	8	xiucheng	xiucheng	PROPN
ajst-13051	120	9	.	.	PUNCT
ajst-13051	121	1	the	the	DET
ajst-13051	121	2	influence	influence	NOUN
ajst-13051	121	3	of	of	ADP
ajst-13051	121	4	emotion	emotion	NOUN
ajst-13051	121	5	on	on	ADP
ajst-13051	121	6	customer	customer	NOUN
ajst-13051	121	7	satisfaction	satisfaction	NOUN
ajst-13051	121	8	and	and	CCONJ
ajst-13051	121	9	behavior	behavior	NOUN
ajst-13051	121	10	after	after	ADP
ajst-13051	121	11	service	service	NOUN
ajst-13051	121	12	recovery	recovery	NOUN
ajst-13051	121	13	:	:	PUNCT
ajst-13051	121	14	a	a	DET
ajst-13051	121	15	study	study	NOUN
ajst-13051	121	16	based	base	VERB
ajst-13051	121	17	on	on	ADP
ajst-13051	121	18	the	the	DET
ajst-13051	121	19	perspective	perspective	NOUN
ajst-13051	121	20	of	of	ADP
ajst-13051	121	21	emotional	emotional	ADJ
ajst-13051	121	22	infection	infection	NOUN
ajst-13051	122	1	[	[	X
ajst-13051	122	2	j	j	X
ajst-13051	122	3	]	]	X
ajst-13051	122	4	.	.	PUNCT
ajst-13051	123	1	management	management	NOUN
ajst-13051	123	2	world	world	NOUN
ajst-13051	123	3	,	,	PUNCT
ajst-13051	123	4	2007,(08	2007,(08	NUM
ajst-13051	123	5	):	):	PUNCT
ajst-13051	123	6	85	85	NUM
ajst-13051	123	7	-	-	SYM
ajst-13051	123	8	94	94	NUM
ajst-13051	123	9	.	.	PUNCT
ajst-13051	124	1	[	[	X
ajst-13051	124	2	18	18	NUM
ajst-13051	124	3	]	]	X
ajst-13051	124	4	gelbrich	gelbrich	PROPN
ajst-13051	124	5	k.	k.	PROPN
ajst-13051	124	6	anger	anger	PROPN
ajst-13051	124	7	,	,	PUNCT
ajst-13051	124	8	frustration	frustration	NOUN
ajst-13051	124	9	,	,	PUNCT
ajst-13051	124	10	and	and	CCONJ
ajst-13051	124	11	helplessness	helplessness	NOUN
ajst-13051	124	12	after	after	ADP
ajst-13051	124	13	service	service	NOUN
ajst-13051	124	14	failure	failure	NOUN
ajst-13051	124	15	:	:	PUNCT
ajst-13051	124	16	coping	cope	VERB
ajst-13051	124	17	strategies	strategy	NOUN
ajst-13051	124	18	and	and	CCONJ
ajst-13051	124	19	effective	effective	ADJ
ajst-13051	124	20	informational	informational	ADJ
ajst-13051	124	21	support[j	support[j	NOUN
ajst-13051	124	22	]	]	PUNCT
ajst-13051	124	23	.	.	PUNCT
ajst-13051	125	1	journal	journal	PROPN
ajst-13051	125	2	of	of	ADP
ajst-13051	125	3	the	the	DET
ajst-13051	125	4	academy	academy	NOUN
ajst-13051	125	5	of	of	ADP
ajst-13051	125	6	marketing	marketing	NOUN
ajst-13051	125	7	science	science	NOUN
ajst-13051	125	8	,	,	PUNCT
ajst-13051	125	9	2010	2010	NUM
ajst-13051	125	10	,	,	PUNCT
ajst-13051	125	11	38(5	38(5	NUM
ajst-13051	125	12	):	):	PUNCT
ajst-13051	125	13	567	567	NUM
ajst-13051	125	14	-	-	SYM
ajst-13051	125	15	585	585	NUM
ajst-13051	125	16	.	.	PUNCT
ajst-13051	126	1	[	[	X
ajst-13051	126	2	19	19	NUM
ajst-13051	126	3	]	]	PUNCT
ajst-13051	126	4	colquitt	colquitt	VERB
ajst-13051	126	5	j	j	PROPN
ajst-13051	126	6	a	a	PROPN
ajst-13051	126	7	,	,	PUNCT
ajst-13051	126	8	murphy	murphy	PROPN
ajst-13051	126	9	k	k	PROPN
ajst-13051	126	10	r.	r.	PROPN
ajst-13051	126	11	on	on	ADP
ajst-13051	126	12	the	the	DET
ajst-13051	126	13	dimensionality	dimensionality	NOUN
ajst-13051	126	14	of	of	ADP
ajst-13051	126	15	organizational	organizational	ADJ
ajst-13051	126	16	justice	justice	NOUN
ajst-13051	126	17	:	:	PUNCT
ajst-13051	126	18	a	a	DET
ajst-13051	126	19	construct	construct	NOUN
ajst-13051	126	20	validation	validation	NOUN
ajst-13051	126	21	of	of	ADP
ajst-13051	126	22	a	a	DET
ajst-13051	126	23	measure[j	measure[j	NOUN
ajst-13051	126	24	]	]	PUNCT
ajst-13051	126	25	.	.	PUNCT
ajst-13051	127	1	journal	journal	PROPN
ajst-13051	127	2	of	of	ADP
ajst-13051	127	3	applied	apply	VERB
ajst-13051	127	4	psychology	psychology	NOUN
ajst-13051	127	5	,	,	PUNCT
ajst-13051	127	6	2001	2001	NUM
ajst-13051	127	7	,	,	PUNCT
ajst-13051	127	8	86(3	86(3	NUM
ajst-13051	127	9	):	):	PUNCT
ajst-13051	127	10	386	386	NUM
ajst-13051	127	11	-	-	SYM
ajst-13051	127	12	400	400	NUM
ajst-13051	127	13	.	.	PUNCT
ajst-13051	128	1	[	[	X
ajst-13051	128	2	20	20	NUM
ajst-13051	128	3	]	]	X
ajst-13051	128	4	bradley	bradley	PROPN
ajst-13051	128	5	g	g	PROPN
ajst-13051	128	6	,	,	PUNCT
ajst-13051	128	7	sparks	spark	VERB
ajst-13051	128	8	b.	b.	PROPN
ajst-13051	128	9	explanations	explanation	NOUN
ajst-13051	128	10	:	:	PUNCT
ajst-13051	128	11	if	if	SCONJ
ajst-13051	128	12	,	,	PUNCT
ajst-13051	128	13	when	when	SCONJ
ajst-13051	128	14	,	,	PUNCT
ajst-13051	128	15	and	and	CCONJ
ajst-13051	128	16	how	how	SCONJ
ajst-13051	128	17	they	they	PRON
ajst-13051	128	18	aid	aid	VERB
ajst-13051	128	19	service	service	NOUN
ajst-13051	128	20	recovery[j	recovery[j	PROPN
ajst-13051	128	21	]	]	PUNCT
ajst-13051	128	22	.	.	PUNCT
ajst-13051	129	1	journal	journal	PROPN
ajst-13051	129	2	of	of	ADP
ajst-13051	129	3	services	service	NOUN
ajst-13051	129	4	marketing	marketing	NOUN
ajst-13051	129	5	,	,	PUNCT
ajst-13051	129	6	2012	2012	NUM
ajst-13051	129	7	,	,	PUNCT
ajst-13051	129	8	26(1	26(1	NUM
ajst-13051	129	9	):	):	PUNCT
ajst-13051	129	10	41	41	NUM
ajst-13051	129	11	-	-	SYM
ajst-13051	129	12	51	51	NUM
ajst-13051	129	13	.	.	PUNCT
ajst-13051	130	1	[	[	X
ajst-13051	130	2	21	21	NUM
ajst-13051	130	3	]	]	PUNCT
ajst-13051	130	4	colquitt	colquitt	VERB
ajst-13051	130	5	j	j	PROPN
ajst-13051	130	6	a.	a.	NOUN
ajst-13051	130	7	on	on	ADP
ajst-13051	130	8	the	the	DET
ajst-13051	130	9	dimensionality	dimensionality	NOUN
ajst-13051	130	10	of	of	ADP
ajst-13051	130	11	organizational	organizational	ADJ
ajst-13051	130	12	justice	justice	NOUN
ajst-13051	130	13	:	:	PUNCT
ajst-13051	130	14	a	a	DET
ajst-13051	130	15	construct	construct	NOUN
ajst-13051	130	16	validation	validation	NOUN
ajst-13051	130	17	of	of	ADP
ajst-13051	130	18	a	a	DET
ajst-13051	130	19	measure.[j	measure.[j	PROPN
ajst-13051	130	20	]	]	PUNCT
ajst-13051	130	21	.	.	PUNCT
ajst-13051	131	1	journal	journal	PROPN
ajst-13051	131	2	of	of	ADP
ajst-13051	131	3	applied	apply	VERB
ajst-13051	131	4	psychology	psychology	NOUN
ajst-13051	131	5	,	,	PUNCT
ajst-13051	131	6	2001	2001	NUM
ajst-13051	131	7	,	,	PUNCT
ajst-13051	131	8	86(3	86(3	NUM
ajst-13051	131	9	):	):	PUNCT
ajst-13051	131	10	386	386	NUM
ajst-13051	131	11	.	.	PUNCT
ajst-13051	132	1	[	[	X
ajst-13051	132	2	22	22	NUM
ajst-13051	132	3	]	]	X
ajst-13051	132	4	dabholkar	dabholkar	NOUN
ajst-13051	133	1	p	p	PROPN
ajst-13051	133	2	a	a	PROPN
ajst-13051	133	3	,	,	PUNCT
ajst-13051	133	4	spaid	spaid	PROPN
ajst-13051	133	5	b	b	PROPN
ajst-13051	133	6	i.	i.	PROPN
ajst-13051	133	7	service	service	NOUN
ajst-13051	133	8	failure	failure	NOUN
ajst-13051	133	9	and	and	CCONJ
ajst-13051	133	10	recovery	recovery	NOUN
ajst-13051	133	11	in	in	ADP
ajst-13051	133	12	using	use	VERB
ajst-13051	133	13	technology	technology	NOUN
ajst-13051	133	14	-	-	PUNCT
ajst-13051	133	15	based	base	VERB
ajst-13051	133	16	self	self	NOUN
ajst-13051	133	17	-	-	PUNCT
ajst-13051	133	18	service	service	NOUN
ajst-13051	133	19	:	:	PUNCT
ajst-13051	133	20	effects	effect	NOUN
ajst-13051	133	21	on	on	ADP
ajst-13051	133	22	user	user	NOUN
ajst-13051	133	23	attributions	attribution	NOUN
ajst-13051	133	24	and	and	CCONJ
ajst-13051	133	25	satisfaction[j	satisfaction[j	PROPN
ajst-13051	133	26	]	]	PUNCT
ajst-13051	133	27	.	.	PUNCT
ajst-13051	134	1	the	the	DET
ajst-13051	134	2	service	service	NOUN
ajst-13051	134	3	industries	industry	NOUN
ajst-13051	134	4	journal	journal	NOUN
ajst-13051	134	5	,	,	PUNCT
ajst-13051	134	6	2012	2012	NUM
ajst-13051	134	7	,	,	PUNCT
ajst-13051	134	8	32(9	32(9	NUM
ajst-13051	134	9	):	):	PUNCT
ajst-13051	134	10	1415	1415	NUM
ajst-13051	134	11	-	-	SYM
ajst-13051	134	12	1432	1432	NUM
ajst-13051	134	13	.	.	PUNCT
ajst-13051	135	1	[	[	X
ajst-13051	135	2	23	23	NUM
ajst-13051	135	3	]	]	X
ajst-13051	135	4	shan	shan	PROPN
ajst-13051	135	5	m	m	PROPN
ajst-13051	135	6	,	,	PUNCT
ajst-13051	135	7	zhu	zhu	PROPN
ajst-13051	135	8	z	z	PROPN
ajst-13051	135	9	,	,	PUNCT
ajst-13051	135	10	chen	chen	PROPN
ajst-13051	135	11	h	h	PROPN
ajst-13051	135	12	a	a	PROPN
ajst-13051	135	13	,	,	PUNCT
ajst-13051	135	14	et	et	PROPN
ajst-13051	135	15	al	al	PROPN
ajst-13051	135	16	.	.	PROPN
ajst-13051	135	17	service	service	NOUN
ajst-13051	135	18	robot	robot	NOUN
ajst-13051	135	19	’s	’s	PART
ajst-13051	135	20	responses	response	NOUN
ajst-13051	135	21	in	in	ADP
ajst-13051	135	22	service	service	NOUN
ajst-13051	135	23	recovery	recovery	NOUN
ajst-13051	135	24	and	and	CCONJ
ajst-13051	135	25	service	service	NOUN
ajst-13051	135	26	evaluation	evaluation	NOUN
ajst-13051	135	27	:	:	PUNCT
ajst-13051	135	28	the	the	DET
ajst-13051	135	29	moderating	moderate	VERB
ajst-13051	135	30	role	role	NOUN
ajst-13051	135	31	of	of	ADP
ajst-13051	135	32	robots	robot	NOUN
ajst-13051	135	33	’	'	PUNCT
ajst-13051	135	34	social	social	PROPN
ajst-13051	135	35	perception[j	perception[j	PROPN
ajst-13051	135	36	]	]	PUNCT
ajst-13051	135	37	.	.	PUNCT
ajst-13051	136	1	journal	journal	PROPN
ajst-13051	136	2	of	of	ADP
ajst-13051	136	3	hospitality	hospitality	NOUN
ajst-13051	136	4	marketing	marketing	NOUN
ajst-13051	136	5	&	&	CCONJ
ajst-13051	136	6	management	management	NOUN
ajst-13051	136	7	,	,	PUNCT
ajst-13051	136	8	2023	2023	NUM
ajst-13051	136	9	:	:	PUNCT
ajst-13051	136	10	1	1	NUM
ajst-13051	136	11	-	-	SYM
ajst-13051	136	12	24	24	NUM
ajst-13051	136	13	.	.	PUNCT