id	sid	tid	token	lemma	pos
abr-367	1	1	13	13	NUM
abr-367	1	2	covid	covid	NOUN
abr-367	1	3	,	,	PUNCT
abr-367	1	4	customer	customer	NOUN
abr-367	1	5	loyalty	loyalty	NOUN
abr-367	1	6	,	,	PUNCT
abr-367	1	7	and	and	CCONJ
abr-367	1	8	sacrificial	sacrificial	ADJ
abr-367	1	9	hr	hr	NOUN
abr-367	1	10	strategies	strategy	NOUN
abr-367	1	11	among	among	ADP
abr-367	1	12	customer	customer	NOUN
abr-367	1	13	service	service	NOUN
abr-367	1	14	representatives	representative	NOUN
abr-367	1	15	evidence	evidence	NOUN
abr-367	1	16	across	across	ADP
abr-367	1	17	industries	industry	NOUN
abr-367	1	18	robert	robert	PROPN
abr-367	1	19	pellegrino	pellegrino	PROPN
abr-367	1	20	tarleton	tarleton	PROPN
abr-367	1	21	state	state	PROPN
abr-367	1	22	university	university	PROPN
abr-367	1	23	kimberly	kimberly	ADV
abr-367	1	24	pellegrino	pellegrino	PROPN
abr-367	1	25	florida	florida	PROPN
abr-367	1	26	memorial	memorial	PROPN
abr-367	1	27	university	university	NOUN
abr-367	1	28	customer	customer	NOUN
abr-367	1	29	service	service	NOUN
abr-367	1	30	is	be	AUX
abr-367	1	31	a	a	DET
abr-367	1	32	straightforward	straightforward	ADJ
abr-367	1	33	concept	concept	NOUN
abr-367	1	34	and	and	CCONJ
abr-367	1	35	its	its	PRON
abr-367	1	36	effects	effect	NOUN
abr-367	1	37	are	be	AUX
abr-367	1	38	widely	widely	ADV
abr-367	1	39	studied	study	VERB
abr-367	1	40	and	and	CCONJ
abr-367	1	41	well	well	ADV
abr-367	1	42	known	know	VERB
abr-367	1	43	.	.	PUNCT
abr-367	2	1	no	no	DET
abr-367	2	2	one	one	PRON
abr-367	2	3	would	would	AUX
abr-367	2	4	disagree	disagree	VERB
abr-367	2	5	that	that	SCONJ
abr-367	2	6	good	good	ADJ
abr-367	2	7	customer	customer	NOUN
abr-367	2	8	service	service	NOUN
abr-367	2	9	has	have	VERB
abr-367	2	10	a	a	DET
abr-367	2	11	crucial	crucial	ADJ
abr-367	2	12	and	and	CCONJ
abr-367	2	13	positive	positive	ADJ
abr-367	2	14	impact	impact	NOUN
abr-367	2	15	on	on	ADP
abr-367	2	16	firm	firm	ADJ
abr-367	2	17	profitability	profitability	NOUN
abr-367	2	18	(	(	PUNCT
abr-367	2	19	goodwin	goodwin	PROPN
abr-367	2	20	,	,	PUNCT
abr-367	2	21	1992	1992	NUM
abr-367	2	22	)	)	PUNCT
abr-367	3	1	so	so	ADV
abr-367	3	2	why	why	SCONJ
abr-367	3	3	do	do	AUX
abr-367	3	4	so	so	ADV
abr-367	3	5	many	many	ADJ
abr-367	3	6	firms	firm	NOUN
abr-367	3	7	continue	continue	VERB
abr-367	3	8	to	to	PART
abr-367	3	9	provide	provide	VERB
abr-367	3	10	poor	poor	ADJ
abr-367	3	11	customer	customer	NOUN
abr-367	3	12	service	service	NOUN
abr-367	3	13	?	?	PUNCT
abr-367	4	1	research	research	NOUN
abr-367	4	2	indicates	indicate	VERB
abr-367	4	3	that	that	SCONJ
abr-367	4	4	instead	instead	ADV
abr-367	4	5	of	of	ADP
abr-367	4	6	viewing	view	VERB
abr-367	4	7	customer	customer	NOUN
abr-367	4	8	service	service	NOUN
abr-367	4	9	as	as	ADP
abr-367	4	10	an	an	DET
abr-367	4	11	external	external	ADJ
abr-367	4	12	customer	customer	NOUN
abr-367	4	13	issue	issue	NOUN
abr-367	4	14	,	,	PUNCT
abr-367	4	15	perhaps	perhaps	ADV
abr-367	4	16	it	it	PRON
abr-367	4	17	should	should	AUX
abr-367	4	18	be	be	AUX
abr-367	4	19	viewed	view	VERB
abr-367	4	20	as	as	ADP
abr-367	4	21	an	an	DET
abr-367	4	22	internal	internal	ADJ
abr-367	4	23	human	human	ADJ
abr-367	4	24	resource	resource	NOUN
abr-367	4	25	issue	issue	NOUN
abr-367	4	26	.	.	PUNCT
abr-367	5	1	in	in	ADP
abr-367	5	2	other	other	ADJ
abr-367	5	3	words	word	NOUN
abr-367	5	4	,	,	PUNCT
abr-367	5	5	managers	manager	NOUN
abr-367	5	6	may	may	AUX
abr-367	5	7	reap	reap	VERB
abr-367	5	8	what	what	PRON
abr-367	5	9	they	they	PRON
abr-367	5	10	sow	sow	VERB
abr-367	5	11	by	by	ADP
abr-367	5	12	not	not	PART
abr-367	5	13	properly	properly	ADV
abr-367	5	14	managing	manage	VERB
abr-367	5	15	employee	employee	NOUN
abr-367	5	16	relationships	relationship	NOUN
abr-367	5	17	and	and	CCONJ
abr-367	5	18	then	then	ADV
abr-367	5	19	expecting	expect	VERB
abr-367	5	20	these	these	DET
abr-367	5	21	same	same	ADJ
abr-367	5	22	employees	employee	NOUN
abr-367	5	23	to	to	PART
abr-367	5	24	turn	turn	VERB
abr-367	5	25	around	around	ADV
abr-367	5	26	and	and	CCONJ
abr-367	5	27	successfully	successfully	ADV
abr-367	5	28	manage	manage	VERB
abr-367	5	29	customer	customer	NOUN
abr-367	5	30	relationships	relationship	NOUN
abr-367	5	31	.	.	PUNCT
abr-367	6	1	using	use	VERB
abr-367	6	2	justice	justice	NOUN
abr-367	6	3	theory	theory	NOUN
abr-367	6	4	,	,	PUNCT
abr-367	6	5	this	this	DET
abr-367	6	6	study	study	NOUN
abr-367	6	7	explores	explore	VERB
abr-367	6	8	the	the	DET
abr-367	6	9	management	management	NOUN
abr-367	6	10	of	of	ADP
abr-367	6	11	customer	customer	NOUN
abr-367	6	12	service	service	NOUN
abr-367	6	13	representatives	representative	NOUN
abr-367	6	14	.	.	PUNCT
abr-367	7	1	specifically	specifically	ADV
abr-367	7	2	,	,	PUNCT
abr-367	7	3	a	a	DET
abr-367	7	4	national	national	ADJ
abr-367	7	5	survey	survey	NOUN
abr-367	7	6	was	be	AUX
abr-367	7	7	conducted	conduct	VERB
abr-367	7	8	of	of	ADP
abr-367	7	9	call	call	NOUN
abr-367	7	10	center	center	NOUN
abr-367	7	11	managers	manager	NOUN
abr-367	7	12	utilizing	utilize	VERB
abr-367	7	13	measures	measure	NOUN
abr-367	7	14	for	for	ADP
abr-367	7	15	the	the	DET
abr-367	7	16	three	three	NUM
abr-367	7	17	types	type	NOUN
abr-367	7	18	of	of	ADP
abr-367	7	19	organizational	organizational	ADJ
abr-367	7	20	justice	justice	NOUN
abr-367	7	21	:	:	PUNCT
abr-367	7	22	distributive	distributive	ADJ
abr-367	7	23	,	,	PUNCT
abr-367	7	24	procedural	procedural	ADJ
abr-367	7	25	,	,	PUNCT
abr-367	7	26	and	and	CCONJ
abr-367	7	27	interactional	interactional	ADJ
abr-367	7	28	.	.	PUNCT
abr-367	8	1	call	call	NOUN
abr-367	8	2	center	center	NOUN
abr-367	8	3	managers	manager	NOUN
abr-367	8	4	from	from	ADP
abr-367	8	5	many	many	ADJ
abr-367	8	6	different	different	ADJ
abr-367	8	7	service	service	NOUN
abr-367	8	8	industries	industry	NOUN
abr-367	8	9	responded	respond	VERB
abr-367	8	10	including	include	VERB
abr-367	8	11	travel	travel	NOUN
abr-367	8	12	/	/	SYM
abr-367	8	13	hospitality	hospitality	NOUN
abr-367	8	14	,	,	PUNCT
abr-367	8	15	telecommunications	telecommunication	NOUN
abr-367	8	16	,	,	PUNCT
abr-367	8	17	retail	retail	ADJ
abr-367	8	18	/	/	SYM
abr-367	8	19	catalog	catalog	NOUN
abr-367	8	20	,	,	PUNCT
abr-367	8	21	health	health	NOUN
abr-367	8	22	care	care	NOUN
abr-367	8	23	,	,	PUNCT
abr-367	8	24	insurance	insurance	NOUN
abr-367	8	25	,	,	PUNCT
abr-367	8	26	and	and	CCONJ
abr-367	8	27	financial	financial	ADJ
abr-367	8	28	services	service	NOUN
abr-367	8	29	.	.	PUNCT
abr-367	9	1	results	result	NOUN
abr-367	9	2	of	of	ADP
abr-367	9	3	the	the	DET
abr-367	9	4	study	study	NOUN
abr-367	9	5	indicate	indicate	VERB
abr-367	9	6	that	that	SCONJ
abr-367	9	7	justice	justice	NOUN
abr-367	9	8	theory	theory	NOUN
abr-367	9	9	can	can	AUX
abr-367	9	10	be	be	AUX
abr-367	9	11	used	use	VERB
abr-367	9	12	to	to	PART
abr-367	9	13	explain	explain	VERB
abr-367	9	14	a	a	DET
abr-367	9	15	significant	significant	ADJ
abr-367	9	16	amount	amount	NOUN
abr-367	9	17	of	of	ADP
abr-367	9	18	employee	employee	NOUN
abr-367	9	19	commitment	commitment	NOUN
abr-367	9	20	in	in	ADP
abr-367	9	21	call	call	NOUN
abr-367	9	22	center	center	NOUN
abr-367	9	23	operations	operation	NOUN
abr-367	9	24	.	.	PUNCT
abr-367	10	1	the	the	DET
abr-367	10	2	significance	significance	NOUN
abr-367	10	3	of	of	ADP
abr-367	10	4	these	these	DET
abr-367	10	5	findings	finding	NOUN
abr-367	10	6	provides	provide	VERB
abr-367	10	7	a	a	DET
abr-367	10	8	possible	possible	ADJ
abr-367	10	9	explanation	explanation	NOUN
abr-367	10	10	as	as	ADP
abr-367	10	11	to	to	ADP
abr-367	10	12	why	why	SCONJ
abr-367	10	13	good	good	ADJ
abr-367	10	14	customer	customer	NOUN
abr-367	10	15	service	service	NOUN
abr-367	10	16	seems	seem	VERB
abr-367	10	17	to	to	PART
abr-367	10	18	be	be	AUX
abr-367	10	19	disappearing	disappear	VERB
abr-367	10	20	.	.	PUNCT
abr-367	11	1	can	can	AUX
abr-367	11	2	any	any	DET
abr-367	11	3	manager	manager	NOUN
abr-367	11	4	expect	expect	VERB
abr-367	11	5	csrs	csr	NOUN
abr-367	11	6	to	to	PART
abr-367	11	7	provide	provide	VERB
abr-367	11	8	good	good	ADJ
abr-367	11	9	customer	customer	NOUN
abr-367	11	10	relationship	relationship	NOUN
abr-367	11	11	management	management	NOUN
abr-367	11	12	when	when	SCONJ
abr-367	11	13	managers	manager	NOUN
abr-367	11	14	are	be	AUX
abr-367	11	15	not	not	PART
abr-367	11	16	properly	properly	ADV
abr-367	11	17	handling	handle	VERB
abr-367	11	18	employee	employee	NOUN
abr-367	11	19	relationships	relationship	NOUN
abr-367	11	20	?	?	PUNCT
abr-367	12	1	covid-19	covid-19	PROPN
abr-367	12	2	and	and	CCONJ
abr-367	12	3	customer	customer	NOUN
abr-367	12	4	service	service	NOUN
abr-367	12	5	covid-19	covid-19	PROPN
abr-367	12	6	,	,	PUNCT
abr-367	12	7	a	a	DET
abr-367	12	8	100	100	NUM
abr-367	12	9	-	-	PUNCT
abr-367	12	10	year	year	NOUN
abr-367	12	11	pandemic	pandemic	NOUN
abr-367	12	12	,	,	PUNCT
abr-367	12	13	struck	strike	VERB
abr-367	12	14	the	the	DET
abr-367	12	15	united	united	PROPN
abr-367	12	16	states	states	PROPN
abr-367	12	17	in	in	ADP
abr-367	12	18	the	the	DET
abr-367	12	19	early	early	ADJ
abr-367	12	20	part	part	NOUN
abr-367	12	21	of	of	ADP
abr-367	12	22	2020	2020	NUM
abr-367	12	23	,	,	PUNCT
abr-367	12	24	and	and	CCONJ
abr-367	12	25	the	the	DET
abr-367	12	26	country	country	NOUN
abr-367	12	27	(	(	PUNCT
abr-367	12	28	like	like	ADP
abr-367	12	29	others	other	NOUN
abr-367	12	30	)	)	PUNCT
abr-367	12	31	locked	lock	VERB
abr-367	12	32	down	down	ADP
abr-367	12	33	to	to	PART
abr-367	12	34	stop	stop	VERB
abr-367	12	35	the	the	DET
abr-367	12	36	spread	spread	NOUN
abr-367	12	37	of	of	ADP
abr-367	12	38	the	the	DET
abr-367	12	39	virus	virus	NOUN
abr-367	12	40	.	.	PUNCT
abr-367	13	1	while	while	SCONJ
abr-367	13	2	this	this	DET
abr-367	13	3	lockdown	lockdown	NOUN
abr-367	13	4	was	be	AUX
abr-367	13	5	a	a	DET
abr-367	13	6	severe	severe	ADJ
abr-367	13	7	threat	threat	NOUN
abr-367	13	8	to	to	ADP
abr-367	13	9	many	many	ADJ
abr-367	13	10	businesses	business	NOUN
abr-367	13	11	,	,	PUNCT
abr-367	13	12	it	it	PRON
abr-367	13	13	was	be	AUX
abr-367	13	14	a	a	DET
abr-367	13	15	tremendous	tremendous	ADJ
abr-367	13	16	opportunity	opportunity	NOUN
abr-367	13	17	for	for	ADP
abr-367	13	18	others	other	NOUN
abr-367	13	19	.	.	PUNCT
abr-367	14	1	for	for	ADP
abr-367	14	2	example	example	NOUN
abr-367	14	3	,	,	PUNCT
abr-367	14	4	during	during	ADP
abr-367	14	5	the	the	DET
abr-367	14	6	covid-19	covid-19	PROPN
abr-367	14	7	lockdown	lockdown	NOUN
abr-367	14	8	,	,	PUNCT
abr-367	14	9	peloton	peloton	NOUN
abr-367	14	10	saw	see	VERB
abr-367	14	11	sales	sale	NOUN
abr-367	14	12	surge	surge	NOUN
abr-367	14	13	by	by	ADP
abr-367	14	14	66	66	NUM
abr-367	14	15	%	%	NOUN
abr-367	14	16	in	in	ADP
abr-367	14	17	the	the	DET
abr-367	14	18	first	first	ADJ
abr-367	14	19	quarter	quarter	NOUN
abr-367	14	20	of	of	ADP
abr-367	14	21	2020	2020	NUM
abr-367	14	22	and	and	CCONJ
abr-367	14	23	by	by	ADP
abr-367	14	24	94	94	NUM
abr-367	14	25	%	%	NOUN
abr-367	14	26	in	in	ADP
abr-367	14	27	the	the	DET
abr-367	14	28	second	second	ADJ
abr-367	14	29	quarter	quarter	NOUN
abr-367	14	30	.	.	PUNCT
abr-367	15	1	peloton	peloton	NOUN
abr-367	15	2	makes	make	VERB
abr-367	15	3	high	high	ADJ
abr-367	15	4	-	-	PUNCT
abr-367	15	5	end	end	NOUN
abr-367	15	6	gym	gym	NOUN
abr-367	15	7	equipment	equipment	NOUN
abr-367	15	8	for	for	ADP
abr-367	15	9	home	home	NOUN
abr-367	15	10	use	use	NOUN
abr-367	15	11	and	and	CCONJ
abr-367	15	12	since	since	SCONJ
abr-367	15	13	people	people	NOUN
abr-367	15	14	could	could	AUX
abr-367	15	15	no	no	ADV
abr-367	15	16	longer	long	ADV
abr-367	15	17	go	go	VERB
abr-367	15	18	to	to	ADP
abr-367	15	19	the	the	DET
abr-367	15	20	gym	gym	NOUN
abr-367	15	21	,	,	PUNCT
abr-367	15	22	peloton	peloton	PROPN
abr-367	15	23	saw	see	VERB
abr-367	15	24	a	a	DET
abr-367	15	25	substantial	substantial	ADJ
abr-367	15	26	increase	increase	NOUN
abr-367	15	27	in	in	ADP
abr-367	15	28	demand	demand	NOUN
abr-367	15	29	for	for	ADP
abr-367	15	30	their	their	PRON
abr-367	15	31	products	product	NOUN
abr-367	15	32	.	.	PUNCT
abr-367	16	1	peloton	peloton	PROPN
abr-367	16	2	had	have	AUX
abr-367	16	3	always	always	ADV
abr-367	16	4	prided	pride	VERB
abr-367	16	5	itself	itself	PRON
abr-367	16	6	on	on	ADP
abr-367	16	7	its	its	PRON
abr-367	16	8	customer	customer	NOUN
abr-367	16	9	service	service	NOUN
abr-367	16	10	in	in	ADP
abr-367	16	11	the	the	DET
abr-367	16	12	past	past	NOUN
abr-367	16	13	but	but	CCONJ
abr-367	16	14	dozens	dozen	NOUN
abr-367	16	15	of	of	ADP
abr-367	16	16	customers	customer	NOUN
abr-367	16	17	took	take	VERB
abr-367	16	18	to	to	AUX
abr-367	16	19	twitter	twitter	VERB
abr-367	16	20	and	and	CCONJ
abr-367	16	21	facebook	facebook	VERB
abr-367	16	22	to	to	PART
abr-367	16	23	complain	complain	VERB
abr-367	16	24	about	about	ADP
abr-367	16	25	poor	poor	ADJ
abr-367	16	26	customer	customer	NOUN
abr-367	16	27	service	service	NOUN
abr-367	16	28	in	in	ADP
abr-367	16	29	the	the	DET
abr-367	16	30	second	second	ADJ
abr-367	16	31	quarter	quarter	NOUN
abr-367	16	32	of	of	ADP
abr-367	16	33	2020	2020	NUM
abr-367	16	34	.	.	PUNCT
abr-367	17	1	customers	customer	NOUN
abr-367	17	2	received	receive	VERB
abr-367	17	3	emails	email	NOUN
abr-367	17	4	right	right	ADV
abr-367	17	5	before	before	ADP
abr-367	17	6	scheduled	schedule	VERB
abr-367	17	7	deliveries	delivery	NOUN
abr-367	17	8	indicating	indicate	VERB
abr-367	17	9	“	"	PUNCT
abr-367	17	10	extenuating	extenuate	VERB
abr-367	17	11	circumstances	circumstance	NOUN
abr-367	17	12	”	"	PUNCT
abr-367	17	13	would	would	AUX
abr-367	17	14	prevent	prevent	VERB
abr-367	17	15	http://journals.sfu.ca/abr	http://journals.sfu.ca/abr	ADJ
abr-367	17	16	2022	2022	NUM
abr-367	17	17	,	,	PUNCT
abr-367	17	18	volume	volume	NOUN
abr-367	17	19	12	12	NUM
abr-367	17	20	,	,	PUNCT
abr-367	17	21	pages	page	NOUN
abr-367	17	22	13	13	NUM
abr-367	17	23	-	-	SYM
abr-367	17	24	25	25	NUM
abr-367	17	25	http://journals.sfu.ca/abr	http://journals.sfu.ca/abr	ADJ
abr-367	17	26	14	14	NUM
abr-367	17	27	delivery	delivery	NOUN
abr-367	17	28	.	.	PUNCT
abr-367	18	1	promises	promise	NOUN
abr-367	18	2	made	make	VERB
abr-367	18	3	that	that	SCONJ
abr-367	18	4	deliveries	delivery	NOUN
abr-367	18	5	would	would	AUX
abr-367	18	6	be	be	AUX
abr-367	18	7	rescheduled	reschedule	VERB
abr-367	18	8	within	within	ADP
abr-367	18	9	72	72	NUM
abr-367	18	10	hours	hour	NOUN
abr-367	18	11	went	go	VERB
abr-367	18	12	unfulfilled	unfulfilled	ADJ
abr-367	18	13	.	.	PUNCT
abr-367	19	1	customer	customer	NOUN
abr-367	19	2	service	service	NOUN
abr-367	19	3	reps	rep	NOUN
abr-367	19	4	blamed	blame	VERB
abr-367	19	5	non	non	ADJ
abr-367	19	6	-	-	ADJ
abr-367	19	7	existent	existent	ADJ
abr-367	19	8	curfews	curfew	NOUN
abr-367	19	9	or	or	CCONJ
abr-367	19	10	did	do	AUX
abr-367	19	11	not	not	PART
abr-367	19	12	return	return	VERB
abr-367	19	13	calls	call	NOUN
abr-367	19	14	at	at	ADV
abr-367	19	15	all	all	DET
abr-367	19	16	leading	lead	VERB
abr-367	19	17	customers	customer	NOUN
abr-367	19	18	to	to	PART
abr-367	19	19	believe	believe	VERB
abr-367	19	20	that	that	SCONJ
abr-367	19	21	peloton	peloton	NOUN
abr-367	19	22	was	be	AUX
abr-367	19	23	“	"	PUNCT
abr-367	19	24	hiding	hide	VERB
abr-367	19	25	behind	behind	ADP
abr-367	19	26	recent	recent	ADJ
abr-367	19	27	events	event	NOUN
abr-367	19	28	as	as	ADP
abr-367	19	29	excuses	excuse	NOUN
abr-367	19	30	,	,	PUNCT
abr-367	19	31	as	as	SCONJ
abr-367	19	32	opposed	oppose	VERB
abr-367	19	33	to	to	ADP
abr-367	19	34	transparency	transparency	NOUN
abr-367	19	35	to	to	ADP
abr-367	19	36	the	the	DET
abr-367	19	37	real	real	ADJ
abr-367	19	38	problem	problem	NOUN
abr-367	19	39	”	"	PUNCT
abr-367	19	40	,	,	PUNCT
abr-367	19	41	a	a	DET
abr-367	19	42	clear	clear	ADJ
abr-367	19	43	example	example	NOUN
abr-367	19	44	of	of	ADP
abr-367	19	45	making	make	VERB
abr-367	19	46	a	a	DET
abr-367	19	47	poor	poor	ADJ
abr-367	19	48	customer	customer	NOUN
abr-367	19	49	service	service	NOUN
abr-367	19	50	experience	experience	NOUN
abr-367	19	51	worse	bad	ADJ
abr-367	19	52	.	.	PUNCT
abr-367	20	1	customers	customer	NOUN
abr-367	20	2	stated	state	VERB
abr-367	20	3	that	that	SCONJ
abr-367	20	4	they	they	PRON
abr-367	20	5	would	would	AUX
abr-367	20	6	be	be	AUX
abr-367	20	7	a	a	DET
abr-367	20	8	lot	lot	NOUN
abr-367	20	9	more	more	ADJ
abr-367	20	10	understanding	understanding	NOUN
abr-367	20	11	“	"	PUNCT
abr-367	20	12	if	if	SCONJ
abr-367	20	13	they	they	PRON
abr-367	20	14	were	be	AUX
abr-367	20	15	honest	honest	ADJ
abr-367	20	16	”	"	PUNCT
abr-367	20	17	(	(	PUNCT
abr-367	20	18	hanbury	hanbury	PROPN
abr-367	20	19	,	,	PUNCT
abr-367	20	20	2020	2020	NUM
abr-367	20	21	)	)	PUNCT
abr-367	20	22	.	.	PUNCT
abr-367	21	1	covid-19	covid-19	PROPN
abr-367	21	2	created	create	VERB
abr-367	21	3	a	a	DET
abr-367	21	4	tremendous	tremendous	ADJ
abr-367	21	5	opportunity	opportunity	NOUN
abr-367	21	6	for	for	SCONJ
abr-367	21	7	peloton	peloton	NOUN
abr-367	21	8	and	and	CCONJ
abr-367	21	9	poor	poor	ADJ
abr-367	21	10	customer	customer	NOUN
abr-367	21	11	service	service	NOUN
abr-367	21	12	prevented	prevent	VERB
abr-367	21	13	them	they	PRON
abr-367	21	14	from	from	ADP
abr-367	21	15	capitalizing	capitalize	VERB
abr-367	21	16	on	on	ADP
abr-367	21	17	it	it	PRON
abr-367	21	18	.	.	PUNCT
abr-367	22	1	covid-19	covid-19	PROPN
abr-367	22	2	uncovered	uncover	VERB
abr-367	22	3	a	a	DET
abr-367	22	4	weakness	weakness	NOUN
abr-367	22	5	that	that	SCONJ
abr-367	22	6	peloton	peloton	NOUN
abr-367	22	7	did	do	AUX
abr-367	22	8	n’t	not	PART
abr-367	22	9	seem	seem	VERB
abr-367	22	10	to	to	PART
abr-367	22	11	realize	realize	VERB
abr-367	22	12	they	they	PRON
abr-367	22	13	had	have	VERB
abr-367	22	14	.	.	PUNCT
abr-367	23	1	sitel	sitel	PROPN
abr-367	23	2	group	group	PROPN
abr-367	23	3	’s	’s	PART
abr-367	23	4	covid-19	covid-19	PROPN
abr-367	23	5	customer	customer	NOUN
abr-367	23	6	service	service	NOUN
abr-367	23	7	impact	impact	NOUN
abr-367	23	8	study	study	NOUN
abr-367	23	9	indicated	indicate	VERB
abr-367	23	10	that	that	SCONJ
abr-367	23	11	consumers	consumer	NOUN
abr-367	23	12	have	have	AUX
abr-367	23	13	been	be	AUX
abr-367	23	14	more	more	ADJ
abr-367	23	15	forgiving	forgiving	NOUN
abr-367	23	16	of	of	ADP
abr-367	23	17	brands	brand	NOUN
abr-367	23	18	during	during	ADP
abr-367	23	19	the	the	DET
abr-367	23	20	pandemic	pandemic	NOUN
abr-367	23	21	(	(	PUNCT
abr-367	23	22	with	with	SCONJ
abr-367	23	23	few	few	ADJ
abr-367	23	24	complaints	complaint	NOUN
abr-367	23	25	submitted	submit	VERB
abr-367	23	26	)	)	PUNCT
abr-367	23	27	but	but	CCONJ
abr-367	23	28	when	when	SCONJ
abr-367	23	29	asked	ask	VERB
abr-367	23	30	how	how	SCONJ
abr-367	23	31	long	long	ADV
abr-367	23	32	it	it	PRON
abr-367	23	33	took	take	VERB
abr-367	23	34	the	the	DET
abr-367	23	35	company	company	NOUN
abr-367	23	36	to	to	PART
abr-367	23	37	get	get	VERB
abr-367	23	38	back	back	ADV
abr-367	23	39	to	to	ADP
abr-367	23	40	them	they	PRON
abr-367	23	41	about	about	ADP
abr-367	23	42	a	a	DET
abr-367	23	43	complaint	complaint	NOUN
abr-367	23	44	,	,	PUNCT
abr-367	23	45	more	more	ADJ
abr-367	23	46	than	than	ADP
abr-367	23	47	a	a	DET
abr-367	23	48	quarter	quarter	NOUN
abr-367	23	49	indicated	indicate	VERB
abr-367	23	50	that	that	SCONJ
abr-367	23	51	the	the	DET
abr-367	23	52	issue	issue	NOUN
abr-367	23	53	had	have	AUX
abr-367	23	54	never	never	ADV
abr-367	23	55	been	be	AUX
abr-367	23	56	resolved	resolve	VERB
abr-367	23	57	.	.	PUNCT
abr-367	24	1	in	in	ADP
abr-367	24	2	july	july	PROPN
abr-367	24	3	,	,	PUNCT
abr-367	24	4	martin	martin	PROPN
abr-367	24	5	wilkinson	wilkinson	PROPN
abr-367	24	6	-	-	PUNCT
abr-367	24	7	brown	brown	PROPN
abr-367	24	8	,	,	PUNCT
abr-367	24	9	cmo	cmo	NOUN
abr-367	24	10	at	at	ADP
abr-367	24	11	sitel	sitel	PROPN
abr-367	24	12	group	group	PROPN
abr-367	24	13	,	,	PUNCT
abr-367	24	14	stated	state	VERB
abr-367	24	15	“	"	PUNCT
abr-367	24	16	in	in	ADP
abr-367	24	17	this	this	DET
abr-367	24	18	quickly	quickly	ADV
abr-367	24	19	changing	change	VERB
abr-367	24	20	world	world	NOUN
abr-367	24	21	,	,	PUNCT
abr-367	24	22	customer	customer	NOUN
abr-367	24	23	experience	experience	NOUN
abr-367	24	24	is	be	AUX
abr-367	24	25	truly	truly	ADV
abr-367	24	26	one	one	NUM
abr-367	24	27	of	of	ADP
abr-367	24	28	the	the	DET
abr-367	24	29	only	only	ADJ
abr-367	24	30	ways	way	NOUN
abr-367	24	31	for	for	SCONJ
abr-367	24	32	brands	brand	NOUN
abr-367	24	33	to	to	PART
abr-367	24	34	stay	stay	VERB
abr-367	24	35	competitive	competitive	ADJ
abr-367	24	36	within	within	ADP
abr-367	24	37	their	their	PRON
abr-367	24	38	industries	industry	NOUN
abr-367	24	39	,	,	PUNCT
abr-367	24	40	and	and	CCONJ
abr-367	24	41	now	now	ADV
abr-367	24	42	more	more	ADJ
abr-367	24	43	than	than	ADP
abr-367	24	44	ever	ever	ADV
abr-367	24	45	it	it	PRON
abr-367	24	46	’s	’	VERB
abr-367	24	47	critical	critical	ADJ
abr-367	24	48	to	to	PART
abr-367	24	49	meet	meet	VERB
abr-367	24	50	consumers	consumer	NOUN
abr-367	24	51	where	where	SCONJ
abr-367	24	52	they	they	PRON
abr-367	24	53	want	want	VERB
abr-367	24	54	to	to	PART
abr-367	24	55	interact	interact	VERB
abr-367	24	56	with	with	ADP
abr-367	24	57	brands	brand	NOUN
abr-367	24	58	.	.	PUNCT
abr-367	25	1	our	our	PRON
abr-367	25	2	covid-19	covid-19	PROPN
abr-367	25	3	cx	cx	PROPN
abr-367	25	4	impact	impact	NOUN
abr-367	25	5	study	study	NOUN
abr-367	25	6	reveals	reveal	VERB
abr-367	25	7	that	that	SCONJ
abr-367	25	8	brands	brand	NOUN
abr-367	25	9	have	have	VERB
abr-367	25	10	a	a	DET
abr-367	25	11	short	short	ADJ
abr-367	25	12	window	window	NOUN
abr-367	25	13	of	of	ADP
abr-367	25	14	time	time	NOUN
abr-367	25	15	to	to	PART
abr-367	25	16	construct	construct	VERB
abr-367	25	17	their	their	PRON
abr-367	25	18	plan	plan	NOUN
abr-367	25	19	for	for	ADP
abr-367	25	20	the	the	DET
abr-367	25	21	future	future	NOUN
abr-367	25	22	,	,	PUNCT
abr-367	25	23	and	and	CCONJ
abr-367	25	24	consumers	consumer	NOUN
abr-367	25	25	are	be	AUX
abr-367	25	26	rewarding	reward	VERB
abr-367	25	27	innovation	innovation	NOUN
abr-367	25	28	over	over	ADP
abr-367	25	29	passive	passive	ADJ
abr-367	25	30	action	action	NOUN
abr-367	25	31	”	"	PUNCT
abr-367	25	32	(	(	PUNCT
abr-367	25	33	pr	pr	NOUN
abr-367	25	34	newswire	newswire	NOUN
abr-367	25	35	,	,	PUNCT
abr-367	25	36	2020a	2020a	NUM
abr-367	25	37	)	)	PUNCT
abr-367	25	38	.	.	PUNCT
abr-367	26	1	in	in	ADP
abr-367	26	2	october	october	PROPN
abr-367	26	3	of	of	ADP
abr-367	26	4	2020	2020	NUM
abr-367	26	5	,	,	PUNCT
abr-367	26	6	hiver	hiver	PROPN
abr-367	26	7	published	publish	VERB
abr-367	26	8	a	a	DET
abr-367	26	9	report	report	NOUN
abr-367	26	10	that	that	PRON
abr-367	26	11	indicated	indicate	VERB
abr-367	26	12	80	80	NUM
abr-367	26	13	%	%	NOUN
abr-367	26	14	of	of	ADP
abr-367	26	15	us	we	PRON
abr-367	26	16	consumers	consumer	NOUN
abr-367	26	17	expect	expect	VERB
abr-367	26	18	customer	customer	NOUN
abr-367	26	19	support	support	NOUN
abr-367	26	20	to	to	PART
abr-367	26	21	get	get	VERB
abr-367	26	22	more	more	ADV
abr-367	26	23	empathetic	empathetic	ADJ
abr-367	26	24	or	or	CCONJ
abr-367	26	25	more	more	ADV
abr-367	26	26	responsive	responsive	ADJ
abr-367	26	27	and	and	CCONJ
abr-367	26	28	,	,	PUNCT
abr-367	26	29	in	in	ADP
abr-367	26	30	some	some	DET
abr-367	26	31	cases	case	NOUN
abr-367	26	32	,	,	PUNCT
abr-367	26	33	both	both	PRON
abr-367	26	34	,	,	PUNCT
abr-367	26	35	indicative	indicative	ADJ
abr-367	26	36	of	of	ADP
abr-367	26	37	that	that	DET
abr-367	26	38	very	very	ADV
abr-367	26	39	short	short	ADJ
abr-367	26	40	window	window	NOUN
abr-367	26	41	mr	mr	PROPN
abr-367	26	42	.	.	PROPN
abr-367	26	43	wilkinson	wilkinson	PROPN
abr-367	26	44	-	-	PUNCT
abr-367	26	45	brown	brown	PROPN
abr-367	26	46	mentioned	mention	VERB
abr-367	26	47	(	(	PUNCT
abr-367	26	48	pr	pr	NOUN
abr-367	26	49	newswire	newswire	NOUN
abr-367	26	50	,	,	PUNCT
abr-367	26	51	2020b	2020b	NUM
abr-367	26	52	)	)	PUNCT
abr-367	26	53	.	.	PUNCT
abr-367	27	1	research	research	NOUN
abr-367	27	2	conducted	conduct	VERB
abr-367	27	3	by	by	ADP
abr-367	27	4	a	a	DET
abr-367	27	5	customer	customer	NOUN
abr-367	27	6	service	service	NOUN
abr-367	27	7	specialist	specialist	NOUN
abr-367	27	8	in	in	ADP
abr-367	27	9	2014	2014	NUM
abr-367	27	10	indicated	indicate	VERB
abr-367	27	11	that	that	SCONJ
abr-367	27	12	poor	poor	ADJ
abr-367	27	13	customer	customer	NOUN
abr-367	27	14	service	service	NOUN
abr-367	27	15	was	be	AUX
abr-367	27	16	eroding	erode	VERB
abr-367	27	17	customer	customer	NOUN
abr-367	27	18	loyalty	loyalty	NOUN
abr-367	27	19	.	.	PUNCT
abr-367	28	1	the	the	DET
abr-367	28	2	survey	survey	NOUN
abr-367	28	3	found	find	VERB
abr-367	28	4	that	that	SCONJ
abr-367	28	5	30	30	NUM
abr-367	28	6	%	%	NOUN
abr-367	28	7	of	of	ADP
abr-367	28	8	consumers	consumer	NOUN
abr-367	28	9	had	have	AUX
abr-367	28	10	become	become	VERB
abr-367	28	11	less	less	ADV
abr-367	28	12	loyal	loyal	ADJ
abr-367	28	13	to	to	ADP
abr-367	28	14	retail	retail	ADJ
abr-367	28	15	brands	brand	NOUN
abr-367	28	16	over	over	ADP
abr-367	28	17	the	the	DET
abr-367	28	18	last	last	ADJ
abr-367	28	19	five	five	NUM
abr-367	28	20	years	year	NOUN
abr-367	28	21	and	and	CCONJ
abr-367	28	22	a	a	DET
abr-367	28	23	large	large	ADJ
abr-367	28	24	percentage	percentage	NOUN
abr-367	28	25	of	of	ADP
abr-367	28	26	the	the	DET
abr-367	28	27	respondents	respondent	NOUN
abr-367	28	28	identified	identify	VERB
abr-367	28	29	poor	poor	ADJ
abr-367	28	30	customer	customer	NOUN
abr-367	28	31	service	service	NOUN
abr-367	28	32	as	as	ADP
abr-367	28	33	the	the	DET
abr-367	28	34	reason	reason	NOUN
abr-367	28	35	for	for	ADP
abr-367	28	36	the	the	DET
abr-367	28	37	reduced	reduce	VERB
abr-367	28	38	loyalty	loyalty	NOUN
abr-367	28	39	(	(	PUNCT
abr-367	28	40	dow	dow	PROPN
abr-367	28	41	jones	jones	PROPN
abr-367	28	42	institutional	institutional	PROPN
abr-367	28	43	news	news	PROPN
abr-367	28	44	,	,	PUNCT
abr-367	28	45	2014	2014	NUM
abr-367	28	46	)	)	PUNCT
abr-367	28	47	.	.	PUNCT
abr-367	29	1	in	in	ADP
abr-367	29	2	2016	2016	NUM
abr-367	29	3	,	,	PUNCT
abr-367	29	4	newvoicemedia	newvoicemedia	PROPN
abr-367	29	5	reported	report	VERB
abr-367	29	6	that	that	SCONJ
abr-367	29	7	companies	company	NOUN
abr-367	29	8	lost	lose	VERB
abr-367	29	9	62	62	NUM
abr-367	29	10	billion	billion	NUM
abr-367	29	11	dollars	dollar	NOUN
abr-367	29	12	as	as	ADP
abr-367	29	13	a	a	DET
abr-367	29	14	result	result	NOUN
abr-367	29	15	of	of	ADP
abr-367	29	16	poor	poor	ADJ
abr-367	29	17	customer	customer	NOUN
abr-367	29	18	service	service	NOUN
abr-367	29	19	.	.	PUNCT
abr-367	30	1	in	in	ADP
abr-367	30	2	2018	2018	NUM
abr-367	30	3	,	,	PUNCT
abr-367	30	4	they	they	PRON
abr-367	30	5	updated	update	VERB
abr-367	30	6	that	that	SCONJ
abr-367	30	7	number	number	NOUN
abr-367	30	8	to	to	ADP
abr-367	30	9	$	$	SYM
abr-367	30	10	75	75	NUM
abr-367	30	11	billion	billion	NUM
abr-367	30	12	lost	lose	VERB
abr-367	30	13	(	(	PUNCT
abr-367	30	14	newstex	newstex	ADJ
abr-367	30	15	trade	trade	NOUN
abr-367	30	16	and	and	CCONJ
abr-367	30	17	industry	industry	NOUN
abr-367	30	18	blogs	blog	NOUN
abr-367	30	19	,	,	PUNCT
abr-367	30	20	2018	2018	NUM
abr-367	30	21	)	)	PUNCT
abr-367	30	22	.	.	PUNCT
abr-367	31	1	it	it	PRON
abr-367	31	2	reports	report	VERB
abr-367	31	3	that	that	SCONJ
abr-367	31	4	“	"	PUNCT
abr-367	31	5	brands	brand	NOUN
abr-367	31	6	are	be	AUX
abr-367	31	7	failing	fail	VERB
abr-367	31	8	to	to	PART
abr-367	31	9	create	create	VERB
abr-367	31	10	the	the	DET
abr-367	31	11	positive	positive	ADJ
abr-367	31	12	,	,	PUNCT
abr-367	31	13	emotional	emotional	ADJ
abr-367	31	14	experiences	experience	NOUN
abr-367	31	15	that	that	PRON
abr-367	31	16	drive	drive	VERB
abr-367	31	17	customer	customer	NOUN
abr-367	31	18	loyalty	loyalty	NOUN
abr-367	31	19	.	.	PUNCT
abr-367	31	20	”	"	PUNCT
abr-367	32	1	they	they	PRON
abr-367	32	2	coined	coin	VERB
abr-367	32	3	the	the	DET
abr-367	32	4	phrase	phrase	NOUN
abr-367	32	5	“	"	PUNCT
abr-367	32	6	serial	serial	ADJ
abr-367	32	7	switchers	switcher	NOUN
abr-367	32	8	”	"	PUNCT
abr-367	32	9	for	for	ADP
abr-367	32	10	customers	customer	NOUN
abr-367	32	11	that	that	PRON
abr-367	32	12	are	be	AUX
abr-367	32	13	willing	willing	ADJ
abr-367	32	14	to	to	PART
abr-367	32	15	switch	switch	VERB
abr-367	32	16	brands	brand	NOUN
abr-367	32	17	because	because	SCONJ
abr-367	32	18	of	of	ADP
abr-367	32	19	poor	poor	ADJ
abr-367	32	20	customer	customer	NOUN
abr-367	32	21	service	service	NOUN
abr-367	32	22	and	and	CCONJ
abr-367	32	23	they	they	PRON
abr-367	32	24	estimated	estimate	VERB
abr-367	32	25	that	that	SCONJ
abr-367	32	26	67	67	NUM
abr-367	32	27	%	%	NOUN
abr-367	32	28	of	of	ADP
abr-367	32	29	customers	customer	NOUN
abr-367	32	30	were	be	AUX
abr-367	32	31	currently	currently	ADV
abr-367	32	32	serial	serial	ADJ
abr-367	32	33	switchers	switcher	NOUN
abr-367	32	34	.	.	PUNCT
abr-367	33	1	they	they	PRON
abr-367	33	2	also	also	ADV
abr-367	33	3	indicated	indicate	VERB
abr-367	33	4	in	in	ADP
abr-367	33	5	their	their	PRON
abr-367	33	6	2018	2018	NUM
abr-367	33	7	report	report	NOUN
abr-367	33	8	that	that	SCONJ
abr-367	33	9	that	that	DET
abr-367	33	10	percentage	percentage	NOUN
abr-367	33	11	is	be	AUX
abr-367	33	12	a	a	DET
abr-367	33	13	37	37	NUM
abr-367	33	14	%	%	NOUN
abr-367	33	15	increase	increase	NOUN
abr-367	33	16	from	from	ADP
abr-367	33	17	the	the	DET
abr-367	33	18	report	report	NOUN
abr-367	33	19	two	two	NUM
abr-367	33	20	years	year	NOUN
abr-367	33	21	earlier	early	ADV
abr-367	33	22	,	,	PUNCT
abr-367	33	23	indicating	indicate	VERB
abr-367	33	24	that	that	SCONJ
abr-367	33	25	the	the	DET
abr-367	33	26	number	number	NOUN
abr-367	33	27	of	of	ADP
abr-367	33	28	serial	serial	ADJ
abr-367	33	29	switchers	switcher	NOUN
abr-367	33	30	is	be	AUX
abr-367	33	31	increasing	increase	VERB
abr-367	33	32	at	at	ADP
abr-367	33	33	a	a	DET
abr-367	33	34	significant	significant	ADJ
abr-367	33	35	rate	rate	NOUN
abr-367	33	36	.	.	PUNCT
abr-367	34	1	further	far	ADV
abr-367	34	2	,	,	PUNCT
abr-367	34	3	customers	customer	NOUN
abr-367	34	4	today	today	NOUN
abr-367	34	5	turn	turn	VERB
abr-367	34	6	to	to	ADP
abr-367	34	7	social	social	ADJ
abr-367	34	8	media	medium	NOUN
abr-367	34	9	when	when	SCONJ
abr-367	34	10	they	they	PRON
abr-367	34	11	have	have	VERB
abr-367	34	12	a	a	DET
abr-367	34	13	bad	bad	ADJ
abr-367	34	14	customer	customer	NOUN
abr-367	34	15	experience	experience	NOUN
abr-367	34	16	to	to	PART
abr-367	34	17	publicly	publicly	ADV
abr-367	34	18	“	"	PUNCT
abr-367	34	19	out	out	PROPN
abr-367	34	20	”	"	PUNCT
abr-367	34	21	the	the	DET
abr-367	34	22	company	company	NOUN
abr-367	34	23	for	for	ADP
abr-367	34	24	poor	poor	ADJ
abr-367	34	25	service	service	NOUN
abr-367	34	26	(	(	PUNCT
abr-367	34	27	mehra	mehra	PROPN
abr-367	34	28	,	,	PUNCT
abr-367	34	29	2018	2018	NUM
abr-367	34	30	)	)	PUNCT
abr-367	34	31	.	.	PUNCT
abr-367	35	1	the	the	DET
abr-367	35	2	ceo	ceo	PROPN
abr-367	35	3	of	of	ADP
abr-367	35	4	hiver	hiver	PROPN
abr-367	35	5	stated	state	VERB
abr-367	35	6	,	,	PUNCT
abr-367	35	7	“	"	PUNCT
abr-367	35	8	a	a	DET
abr-367	35	9	few	few	ADJ
abr-367	35	10	years	year	NOUN
abr-367	35	11	back	back	ADV
abr-367	35	12	,	,	PUNCT
abr-367	35	13	you	you	PRON
abr-367	35	14	could	could	AUX
abr-367	35	15	make	make	VERB
abr-367	35	16	customers	customer	NOUN
abr-367	35	17	feel	feel	VERB
abr-367	35	18	taken	take	VERB
abr-367	35	19	care	care	NOUN
abr-367	35	20	of	of	ADP
abr-367	35	21	by	by	ADP
abr-367	35	22	sending	send	VERB
abr-367	35	23	automated	automate	VERB
abr-367	35	24	replies	reply	NOUN
abr-367	35	25	and	and	CCONJ
abr-367	35	26	just	just	ADV
abr-367	35	27	by	by	ADP
abr-367	35	28	convincingly	convincingly	ADV
abr-367	35	29	stating	state	VERB
abr-367	35	30	that	that	SCONJ
abr-367	35	31	you	you	PRON
abr-367	35	32	are	be	AUX
abr-367	35	33	doing	do	VERB
abr-367	35	34	your	your	PRON
abr-367	35	35	best	good	ADJ
abr-367	35	36	.	.	PUNCT
abr-367	36	1	that	that	PRON
abr-367	36	2	does	do	AUX
abr-367	36	3	not	not	PART
abr-367	36	4	fly	fly	VERB
abr-367	36	5	anymore	anymore	ADV
abr-367	36	6	,	,	PUNCT
abr-367	36	7	as	as	SCONJ
abr-367	36	8	customers	customer	NOUN
abr-367	36	9	are	be	AUX
abr-367	36	10	more	more	ADV
abr-367	36	11	educated	educate	VERB
abr-367	36	12	and	and	CCONJ
abr-367	36	13	better	well	ADV
abr-367	36	14	connected	connect	VERB
abr-367	36	15	.	.	PUNCT
abr-367	37	1	throw	throw	VERB
abr-367	37	2	a	a	DET
abr-367	37	3	pandemic	pandemic	NOUN
abr-367	37	4	in	in	ADP
abr-367	37	5	the	the	DET
abr-367	37	6	mix	mix	NOUN
abr-367	37	7	,	,	PUNCT
abr-367	37	8	and	and	CCONJ
abr-367	37	9	you	you	PRON
abr-367	37	10	have	have	VERB
abr-367	37	11	very	very	ADV
abr-367	37	12	high	high	ADJ
abr-367	37	13	customer	customer	NOUN
abr-367	37	14	service	service	NOUN
abr-367	37	15	expectations	expectation	NOUN
abr-367	37	16	”	"	PUNCT
abr-367	37	17	(	(	PUNCT
abr-367	37	18	pr	pr	NOUN
abr-367	37	19	newswire	newswire	NOUN
abr-367	37	20	,	,	PUNCT
abr-367	37	21	2020b	2020b	NUM
abr-367	37	22	)	)	PUNCT
abr-367	37	23	.	.	PUNCT
abr-367	38	1	given	give	VERB
abr-367	38	2	the	the	DET
abr-367	38	3	straightforward	straightforward	ADJ
abr-367	38	4	nature	nature	NOUN
abr-367	38	5	of	of	ADP
abr-367	38	6	customer	customer	NOUN
abr-367	38	7	service	service	NOUN
abr-367	38	8	and	and	CCONJ
abr-367	38	9	complaint	complaint	NOUN
abr-367	38	10	handling	handling	NOUN
abr-367	38	11	and	and	CCONJ
abr-367	38	12	the	the	DET
abr-367	38	13	significant	significant	ADJ
abr-367	38	14	benefits	benefit	NOUN
abr-367	38	15	that	that	PRON
abr-367	38	16	can	can	AUX
abr-367	38	17	arise	arise	VERB
abr-367	38	18	when	when	SCONJ
abr-367	38	19	these	these	DET
abr-367	38	20	two	two	NUM
abr-367	38	21	concepts	concept	NOUN
abr-367	38	22	are	be	AUX
abr-367	38	23	handled	handle	VERB
abr-367	38	24	well	well	ADV
abr-367	38	25	,	,	PUNCT
abr-367	38	26	why	why	SCONJ
abr-367	38	27	do	do	AUX
abr-367	38	28	firms	firm	NOUN
abr-367	38	29	continue	continue	VERB
abr-367	38	30	to	to	PART
abr-367	38	31	provide	provide	VERB
abr-367	38	32	poor	poor	ADJ
abr-367	38	33	service	service	NOUN
abr-367	38	34	(	(	PUNCT
abr-367	38	35	goodwin	goodwin	PROPN
abr-367	38	36	&	&	CCONJ
abr-367	38	37	ross	ross	PROPN
abr-367	38	38	,	,	PUNCT
abr-367	38	39	1992	1992	NUM
abr-367	38	40	)	)	PUNCT
abr-367	38	41	?	?	PUNCT
abr-367	39	1	a	a	DET
abr-367	39	2	service	service	NOUN
abr-367	39	3	encounter	encounter	NOUN
abr-367	39	4	can	can	AUX
abr-367	39	5	yield	yield	VERB
abr-367	39	6	negative	negative	ADJ
abr-367	39	7	consumer	consumer	NOUN
abr-367	39	8	reactions	reaction	NOUN
abr-367	39	9	in	in	ADP
abr-367	39	10	even	even	ADV
abr-367	39	11	the	the	DET
abr-367	39	12	most	most	ADV
abr-367	39	13	careful	careful	ADJ
abr-367	39	14	organization	organization	NOUN
abr-367	39	15	:	:	PUNCT
abr-367	39	16	flights	flight	NOUN
abr-367	39	17	and	and	CCONJ
abr-367	39	18	medical	medical	ADJ
abr-367	39	19	appointments	appointment	NOUN
abr-367	39	20	are	be	AUX
abr-367	39	21	delayed	delay	VERB
abr-367	39	22	,	,	PUNCT
abr-367	39	23	waiters	waiter	NOUN
abr-367	39	24	serve	serve	VERB
abr-367	39	25	food	food	NOUN
abr-367	39	26	that	that	PRON
abr-367	39	27	was	be	AUX
abr-367	39	28	n't	not	PART
abr-367	39	29	ordered	order	VERB
abr-367	39	30	,	,	PUNCT
abr-367	39	31	and	and	CCONJ
abr-367	39	32	hotels	hotel	NOUN
abr-367	39	33	lose	lose	VERB
abr-367	39	34	reservations	reservation	NOUN
abr-367	39	35	.	.	PUNCT
abr-367	40	1	realistically	realistically	ADV
abr-367	40	2	,	,	PUNCT
abr-367	40	3	firms	firm	NOUN
abr-367	40	4	can	can	AUX
abr-367	40	5	not	not	PART
abr-367	40	6	eliminate	eliminate	VERB
abr-367	40	7	altogether	altogether	ADV
abr-367	40	8	the	the	DET
abr-367	40	9	possibility	possibility	NOUN
abr-367	40	10	of	of	ADP
abr-367	40	11	errors	error	NOUN
abr-367	40	12	arising	arise	VERB
abr-367	40	13	in	in	ADP
abr-367	40	14	service	service	NOUN
abr-367	40	15	delivery	delivery	NOUN
abr-367	40	16	;	;	PUNCT
abr-367	40	17	however	however	ADV
abr-367	40	18	,	,	PUNCT
abr-367	40	19	the	the	DET
abr-367	40	20	firm	firm	NOUN
abr-367	40	21	's	's	PART
abr-367	40	22	response	response	NOUN
abr-367	40	23	to	to	ADP
abr-367	40	24	a	a	DET
abr-367	40	25	consumer	consumer	NOUN
abr-367	40	26	's	's	PART
abr-367	40	27	post	post	ADJ
abr-367	40	28	-	-	ADJ
abr-367	40	29	consumption	consumption	ADJ
abr-367	40	30	dissatisfaction	dissatisfaction	NOUN
abr-367	40	31	may	may	AUX
abr-367	40	32	restore	restore	VERB
abr-367	40	33	a	a	DET
abr-367	40	34	level	level	NOUN
abr-367	40	35	of	of	ADP
abr-367	40	36	satisfaction	satisfaction	NOUN
abr-367	40	37	that	that	PRON
abr-367	40	38	will	will	AUX
abr-367	40	39	bring	bring	VERB
abr-367	40	40	him	he	PRON
abr-367	40	41	/	/	SYM
abr-367	40	42	her	her	PRON
abr-367	40	43	back	back	ADV
abr-367	40	44	and	and	CCONJ
abr-367	40	45	lead	lead	VERB
abr-367	40	46	to	to	ADP
abr-367	40	47	referrals	referral	NOUN
abr-367	40	48	for	for	ADP
abr-367	40	49	future	future	ADJ
abr-367	40	50	transactions	transaction	NOUN
abr-367	40	51	(	(	PUNCT
abr-367	40	52	goodwin	goodwin	PROPN
abr-367	40	53	and	and	CCONJ
abr-367	40	54	ross	ross	PROPN
abr-367	40	55	,	,	PUNCT
abr-367	40	56	1992	1992	NUM
abr-367	40	57	,	,	PUNCT
abr-367	40	58	p.	p.	NOUN
abr-367	40	59	149	149	NUM
abr-367	40	60	)	)	PUNCT
abr-367	40	61	.	.	PUNCT
abr-367	41	1	tax	tax	NOUN
abr-367	41	2	et	et	PROPN
abr-367	41	3	al	al	PROPN
abr-367	41	4	.	.	PUNCT
abr-367	42	1	(	(	PUNCT
abr-367	42	2	1998	1998	NUM
abr-367	42	3	)	)	PUNCT
abr-367	42	4	indicate	indicate	VERB
abr-367	42	5	a	a	DET
abr-367	42	6	great	great	ADJ
abr-367	42	7	deal	deal	NOUN
abr-367	42	8	of	of	ADP
abr-367	42	9	dissatisfaction	dissatisfaction	NOUN
abr-367	42	10	from	from	ADP
abr-367	42	11	customers	customer	NOUN
abr-367	42	12	who	who	PRON
abr-367	42	13	complain	complain	VERB
abr-367	42	14	in	in	ADP
abr-367	42	15	terms	term	NOUN
abr-367	42	16	of	of	ADP
abr-367	42	17	both	both	CCONJ
abr-367	42	18	the	the	DET
abr-367	42	19	procedures	procedure	NOUN
abr-367	42	20	used	use	VERB
abr-367	42	21	to	to	PART
abr-367	42	22	resolve	resolve	VERB
abr-367	42	23	a	a	DET
abr-367	42	24	complaint	complaint	NOUN
abr-367	42	25	and	and	CCONJ
abr-367	42	26	the	the	DET
abr-367	42	27	outcomes	outcome	NOUN
abr-367	42	28	of	of	ADP
abr-367	42	29	the	the	DET
abr-367	42	30	complaint	complaint	NOUN
abr-367	42	31	process	process	NOUN
abr-367	42	32	itself	itself	PRON
abr-367	42	33	.	.	PUNCT
abr-367	43	1	they	they	PRON
abr-367	43	2	also	also	ADV
abr-367	43	3	argue	argue	VERB
abr-367	43	4	that	that	SCONJ
abr-367	43	5	handling	handle	VERB
abr-367	43	6	complaints	complaint	NOUN
abr-367	43	7	effectively	effectively	ADV
abr-367	43	8	can	can	AUX
abr-367	43	9	have	have	VERB
abr-367	43	10	a	a	DET
abr-367	43	11	dramatic	dramatic	ADJ
abr-367	43	12	impact	impact	NOUN
abr-367	43	13	on	on	ADP
abr-367	43	14	customer	customer	NOUN
abr-367	43	15	retention	retention	NOUN
abr-367	43	16	rates	rate	NOUN
abr-367	43	17	,	,	PUNCT
abr-367	43	18	prevent	prevent	VERB
abr-367	43	19	damaging	damaging	ADJ
abr-367	43	20	word	word	NOUN
abr-367	43	21	-	-	PUNCT
abr-367	43	22	of	of	ADP
abr-367	43	23	-	-	PUNCT
abr-367	43	24	mouth	mouth	NOUN
abr-367	43	25	events	event	NOUN
abr-367	43	26	and	and	CCONJ
abr-367	43	27	improve	improve	VERB
abr-367	43	28	the	the	DET
abr-367	43	29	bottom	bottom	ADJ
abr-367	43	30	line	line	NOUN
abr-367	43	31	performance	performance	NOUN
abr-367	43	32	of	of	ADP
abr-367	43	33	the	the	DET
abr-367	43	34	firm	firm	NOUN
abr-367	43	35	.	.	PUNCT
abr-367	44	1	15	15	NUM
abr-367	44	2	complaint	complaint	NOUN
abr-367	44	3	handling	handling	NOUN
abr-367	44	4	becomes	become	VERB
abr-367	44	5	a	a	DET
abr-367	44	6	critical	critical	ADJ
abr-367	44	7	"	"	PUNCT
abr-367	44	8	moment	moment	NOUN
abr-367	44	9	of	of	ADP
abr-367	44	10	truth	truth	NOUN
abr-367	44	11	"	"	PUNCT
abr-367	44	12	in	in	ADP
abr-367	44	13	maintaining	maintain	VERB
abr-367	44	14	and	and	CCONJ
abr-367	44	15	developing	develop	VERB
abr-367	44	16	strong	strong	ADJ
abr-367	44	17	customer	customer	NOUN
abr-367	44	18	relationships	relationship	NOUN
abr-367	44	19	.	.	PUNCT
abr-367	45	1	this	this	DET
abr-367	45	2	statement	statement	NOUN
abr-367	45	3	is	be	AUX
abr-367	45	4	even	even	ADV
abr-367	45	5	more	more	ADV
abr-367	45	6	true	true	ADJ
abr-367	45	7	today	today	NOUN
abr-367	45	8	than	than	SCONJ
abr-367	45	9	it	it	PRON
abr-367	45	10	was	be	AUX
abr-367	45	11	in	in	ADP
abr-367	45	12	1998	1998	NUM
abr-367	45	13	.	.	PUNCT
abr-367	46	1	this	this	DET
abr-367	46	2	risk	risk	NOUN
abr-367	46	3	-	-	PUNCT
abr-367	46	4	reward	reward	NOUN
abr-367	46	5	customer	customer	NOUN
abr-367	46	6	service	service	NOUN
abr-367	46	7	relationship	relationship	NOUN
abr-367	46	8	has	have	AUX
abr-367	46	9	evolved	evolve	VERB
abr-367	46	10	through	through	ADP
abr-367	46	11	technology	technology	NOUN
abr-367	46	12	.	.	PUNCT
abr-367	47	1	surveys	survey	NOUN
abr-367	47	2	indicate	indicate	VERB
abr-367	47	3	that	that	SCONJ
abr-367	47	4	consumers	consumer	NOUN
abr-367	47	5	have	have	AUX
abr-367	47	6	become	become	VERB
abr-367	47	7	so	so	ADV
abr-367	47	8	dissatisfied	dissatisfied	ADJ
abr-367	47	9	with	with	ADP
abr-367	47	10	customer	customer	NOUN
abr-367	47	11	service	service	NOUN
abr-367	47	12	that	that	SCONJ
abr-367	47	13	they	they	PRON
abr-367	47	14	are	be	AUX
abr-367	47	15	willing	willing	ADJ
abr-367	47	16	to	to	PART
abr-367	47	17	pay	pay	VERB
abr-367	47	18	,	,	PUNCT
abr-367	47	19	on	on	ADP
abr-367	47	20	average	average	ADJ
abr-367	47	21	,	,	PUNCT
abr-367	47	22	a	a	DET
abr-367	47	23	nine	nine	NUM
abr-367	47	24	percent	percent	NOUN
abr-367	47	25	premium	premium	NOUN
abr-367	47	26	to	to	ADP
abr-367	47	27	businesses	business	NOUN
abr-367	47	28	that	that	PRON
abr-367	47	29	treat	treat	VERB
abr-367	47	30	them	they	PRON
abr-367	47	31	well	well	ADV
abr-367	47	32	(	(	PUNCT
abr-367	47	33	restaurant	restaurant	NOUN
abr-367	47	34	hospitality	hospitality	NOUN
abr-367	47	35	,	,	PUNCT
abr-367	47	36	2010	2010	NUM
abr-367	47	37	)	)	PUNCT
abr-367	47	38	.	.	PUNCT
abr-367	48	1	on	on	ADP
abr-367	48	2	the	the	DET
abr-367	48	3	risk	risk	NOUN
abr-367	48	4	side	side	NOUN
abr-367	48	5	,	,	PUNCT
abr-367	48	6	poor	poor	ADJ
abr-367	48	7	service	service	NOUN
abr-367	48	8	now	now	ADV
abr-367	48	9	produces	produce	VERB
abr-367	48	10	more	more	ADJ
abr-367	48	11	than	than	ADP
abr-367	48	12	just	just	ADV
abr-367	48	13	damaging	damage	VERB
abr-367	48	14	word	word	NOUN
abr-367	48	15	-	-	PUNCT
abr-367	48	16	of	of	ADP
abr-367	48	17	-	-	PUNCT
abr-367	48	18	mouth	mouth	NOUN
abr-367	48	19	events	event	NOUN
abr-367	48	20	,	,	PUNCT
abr-367	48	21	turning	turn	VERB
abr-367	48	22	them	they	PRON
abr-367	48	23	into	into	ADP
abr-367	48	24	monumental	monumental	ADJ
abr-367	48	25	events	event	NOUN
abr-367	48	26	.	.	PUNCT
abr-367	49	1	customers	customer	NOUN
abr-367	49	2	today	today	NOUN
abr-367	49	3	broadcast	broadcast	VERB
abr-367	49	4	their	their	PRON
abr-367	49	5	experienced	experienced	ADJ
abr-367	49	6	poor	poor	ADJ
abr-367	49	7	service	service	NOUN
abr-367	49	8	far	far	ADV
abr-367	49	9	and	and	CCONJ
abr-367	49	10	wide	wide	ADJ
abr-367	49	11	on	on	ADP
abr-367	49	12	the	the	DET
abr-367	49	13	internet	internet	NOUN
abr-367	49	14	.	.	PUNCT
abr-367	50	1	and	and	CCONJ
abr-367	50	2	surveys	survey	NOUN
abr-367	50	3	indicate	indicate	VERB
abr-367	50	4	that	that	SCONJ
abr-367	50	5	half	half	NOUN
abr-367	50	6	of	of	ADP
abr-367	50	7	all	all	DET
abr-367	50	8	consumers	consumer	NOUN
abr-367	50	9	check	check	VERB
abr-367	50	10	online	online	ADJ
abr-367	50	11	service	service	NOUN
abr-367	50	12	reviews	review	NOUN
abr-367	50	13	and	and	CCONJ
abr-367	50	14	give	give	VERB
abr-367	50	15	more	more	ADJ
abr-367	50	16	credence	credence	NOUN
abr-367	50	17	to	to	ADP
abr-367	50	18	negative	negative	ADJ
abr-367	50	19	reviews	review	NOUN
abr-367	50	20	than	than	ADP
abr-367	50	21	to	to	ADP
abr-367	50	22	positive	positive	ADJ
abr-367	50	23	ones	one	NOUN
abr-367	50	24	(	(	PUNCT
abr-367	50	25	restaurant	restaurant	NOUN
abr-367	50	26	hospitality	hospitality	NOUN
abr-367	50	27	,	,	PUNCT
abr-367	50	28	2010	2010	NUM
abr-367	50	29	)	)	PUNCT
abr-367	50	30	.	.	PUNCT
abr-367	51	1	supportive	supportive	ADJ
abr-367	51	2	hr	hr	NOUN
abr-367	51	3	strategies	strategy	NOUN
abr-367	51	4	and	and	CCONJ
abr-367	51	5	customer	customer	NOUN
abr-367	51	6	service	service	NOUN
abr-367	51	7	what	what	PRON
abr-367	51	8	happened	happen	VERB
abr-367	51	9	to	to	ADP
abr-367	51	10	good	good	ADJ
abr-367	51	11	customer	customer	NOUN
abr-367	51	12	service	service	NOUN
abr-367	51	13	?	?	PUNCT
abr-367	52	1	one	one	NUM
abr-367	52	2	stream	stream	NOUN
abr-367	52	3	of	of	ADP
abr-367	52	4	research	research	NOUN
abr-367	52	5	indicates	indicate	VERB
abr-367	52	6	that	that	SCONJ
abr-367	52	7	the	the	DET
abr-367	52	8	lack	lack	NOUN
abr-367	52	9	of	of	ADP
abr-367	52	10	supportive	supportive	ADJ
abr-367	52	11	hr	hr	NOUN
abr-367	52	12	strategies	strategy	NOUN
abr-367	52	13	is	be	AUX
abr-367	52	14	responsible	responsible	ADJ
abr-367	52	15	for	for	ADP
abr-367	52	16	the	the	DET
abr-367	52	17	loss	loss	NOUN
abr-367	52	18	of	of	ADP
abr-367	52	19	good	good	ADJ
abr-367	52	20	customer	customer	NOUN
abr-367	52	21	service	service	NOUN
abr-367	52	22	representatives	representative	NOUN
abr-367	52	23	and	and	CCONJ
abr-367	52	24	the	the	DET
abr-367	52	25	resulting	result	VERB
abr-367	52	26	poor	poor	ADJ
abr-367	52	27	customer	customer	NOUN
abr-367	52	28	service	service	NOUN
abr-367	52	29	.	.	PUNCT
abr-367	53	1	according	accord	VERB
abr-367	53	2	to	to	ADP
abr-367	53	3	hr	hr	NOUN
abr-367	53	4	literature	literature	NOUN
abr-367	53	5	,	,	PUNCT
abr-367	53	6	excellent	excellent	ADJ
abr-367	53	7	service	service	NOUN
abr-367	53	8	is	be	AUX
abr-367	53	9	achieved	achieve	VERB
abr-367	53	10	through	through	ADP
abr-367	53	11	the	the	DET
abr-367	53	12	supportive	supportive	ADJ
abr-367	53	13	management	management	NOUN
abr-367	53	14	of	of	ADP
abr-367	53	15	employees	employee	NOUN
abr-367	53	16	.	.	PUNCT
abr-367	54	1	to	to	PART
abr-367	54	2	provide	provide	VERB
abr-367	54	3	a	a	DET
abr-367	54	4	competitive	competitive	ADJ
abr-367	54	5	level	level	NOUN
abr-367	54	6	of	of	ADP
abr-367	54	7	service	service	NOUN
abr-367	54	8	and	and	CCONJ
abr-367	54	9	quality	quality	NOUN
abr-367	54	10	,	,	PUNCT
abr-367	54	11	lawler	lawler	PROPN
abr-367	54	12	(	(	PUNCT
abr-367	54	13	1986	1986	NUM
abr-367	54	14	)	)	PUNCT
abr-367	54	15	stated	state	VERB
abr-367	54	16	that	that	SCONJ
abr-367	54	17	a	a	DET
abr-367	54	18	firm	firm	NOUN
abr-367	54	19	's	's	PART
abr-367	54	20	hr	hr	NOUN
abr-367	54	21	strategy	strategy	NOUN
abr-367	54	22	should	should	AUX
abr-367	54	23	revolve	revolve	VERB
abr-367	54	24	around	around	ADP
abr-367	54	25	ensuring	ensure	VERB
abr-367	54	26	motivation	motivation	NOUN
abr-367	54	27	and	and	CCONJ
abr-367	54	28	commitment	commitment	NOUN
abr-367	54	29	among	among	ADP
abr-367	54	30	employees	employee	NOUN
abr-367	54	31	.	.	PUNCT
abr-367	55	1	monger	monger	NOUN
abr-367	55	2	and	and	CCONJ
abr-367	55	3	perkins	perkins	PROPN
abr-367	55	4	(	(	PUNCT
abr-367	55	5	2008	2008	NUM
abr-367	55	6	)	)	PUNCT
abr-367	55	7	,	,	PUNCT
abr-367	55	8	in	in	ADP
abr-367	55	9	their	their	PRON
abr-367	55	10	appropriately	appropriately	ADV
abr-367	55	11	entitled	entitle	VERB
abr-367	55	12	text	text	NOUN
abr-367	55	13	,	,	PUNCT
abr-367	55	14	"	"	PUNCT
abr-367	55	15	survey	survey	VERB
abr-367	55	16	pain	pain	NOUN
abr-367	55	17	relief	relief	NOUN
abr-367	55	18	:	:	PUNCT
abr-367	55	19	transforming	transform	VERB
abr-367	55	20	customer	customer	NOUN
abr-367	55	21	insights	insight	NOUN
abr-367	55	22	into	into	ADP
abr-367	55	23	action	action	NOUN
abr-367	55	24	.	.	PUNCT
abr-367	56	1	a	a	DET
abr-367	56	2	cure	cure	NOUN
abr-367	56	3	for	for	ADP
abr-367	56	4	the	the	DET
abr-367	56	5	billions	billion	NOUN
abr-367	56	6	wasted	waste	VERB
abr-367	56	7	on	on	ADP
abr-367	56	8	"	"	PUNCT
abr-367	56	9	dead	dead	ADJ
abr-367	56	10	-	-	PUNCT
abr-367	56	11	end	end	NOUN
abr-367	56	12	"	"	PUNCT
abr-367	56	13	customer	customer	NOUN
abr-367	56	14	survey	survey	NOUN
abr-367	56	15	programs	program	NOUN
abr-367	56	16	"	"	PUNCT
abr-367	56	17	argue	argue	VERB
abr-367	56	18	that	that	SCONJ
abr-367	56	19	to	to	PART
abr-367	56	20	improve	improve	VERB
abr-367	56	21	customer	customer	NOUN
abr-367	56	22	service	service	NOUN
abr-367	56	23	,	,	PUNCT
abr-367	56	24	companies	company	NOUN
abr-367	56	25	should	should	AUX
abr-367	56	26	take	take	VERB
abr-367	56	27	a	a	DET
abr-367	56	28	closer	close	ADJ
abr-367	56	29	look	look	NOUN
abr-367	56	30	at	at	ADP
abr-367	56	31	the	the	DET
abr-367	56	32	hr	hr	NOUN
abr-367	56	33	strategies	strategy	NOUN
abr-367	56	34	utilized	utilize	VERB
abr-367	56	35	by	by	ADP
abr-367	56	36	those	those	DET
abr-367	56	37	employees	employee	NOUN
abr-367	56	38	providing	provide	VERB
abr-367	56	39	the	the	DET
abr-367	56	40	service	service	NOUN
abr-367	56	41	.	.	PUNCT
abr-367	57	1	specifically	specifically	ADV
abr-367	57	2	,	,	PUNCT
abr-367	57	3	they	they	PRON
abr-367	57	4	advocate	advocate	VERB
abr-367	57	5	for	for	ADP
abr-367	57	6	hr	hr	NOUN
abr-367	57	7	strategies	strategy	NOUN
abr-367	57	8	such	such	ADJ
abr-367	57	9	as	as	ADP
abr-367	57	10	participation	participation	NOUN
abr-367	57	11	and	and	CCONJ
abr-367	57	12	empowerment	empowerment	NOUN
abr-367	57	13	,	,	PUNCT
abr-367	57	14	employment	employment	NOUN
abr-367	57	15	security	security	NOUN
abr-367	57	16	,	,	PUNCT
abr-367	57	17	self	self	NOUN
abr-367	57	18	-	-	PUNCT
abr-367	57	19	managed	manage	VERB
abr-367	57	20	teams	team	NOUN
abr-367	57	21	,	,	PUNCT
abr-367	57	22	training	training	NOUN
abr-367	57	23	and	and	CCONJ
abr-367	57	24	skills	skill	NOUN
abr-367	57	25	development	development	NOUN
abr-367	57	26	,	,	PUNCT
abr-367	57	27	information	information	NOUN
abr-367	57	28	sharing	sharing	NOUN
abr-367	57	29	,	,	PUNCT
abr-367	57	30	promotion	promotion	NOUN
abr-367	57	31	from	from	ADP
abr-367	57	32	within	within	ADP
abr-367	57	33	,	,	PUNCT
abr-367	57	34	and	and	CCONJ
abr-367	57	35	financial	financial	ADJ
abr-367	57	36	incentives	incentive	NOUN
abr-367	57	37	.	.	PUNCT
abr-367	58	1	they	they	PRON
abr-367	58	2	go	go	VERB
abr-367	58	3	further	far	ADV
abr-367	58	4	and	and	CCONJ
abr-367	58	5	state	state	NOUN
abr-367	58	6	,	,	PUNCT
abr-367	58	7	"	"	PUNCT
abr-367	58	8	if	if	SCONJ
abr-367	58	9	you	you	PRON
abr-367	58	10	want	want	VERB
abr-367	58	11	it	it	PRON
abr-367	58	12	,	,	PUNCT
abr-367	58	13	reward	reward	VERB
abr-367	58	14	it	it	PRON
abr-367	58	15	"	"	PUNCT
abr-367	58	16	(	(	PUNCT
abr-367	58	17	monger	monger	NOUN
abr-367	58	18	and	and	CCONJ
abr-367	58	19	perkins	perkin	NOUN
abr-367	58	20	,	,	PUNCT
abr-367	58	21	2008	2008	NUM
abr-367	58	22	,	,	PUNCT
abr-367	58	23	p.	p.	NOUN
abr-367	58	24	52	52	NUM
abr-367	58	25	)	)	PUNCT
abr-367	58	26	and	and	CCONJ
abr-367	58	27	treat	treat	VERB
abr-367	58	28	customer	customer	NOUN
abr-367	58	29	service	service	NOUN
abr-367	58	30	representatives	representative	NOUN
abr-367	58	31	equitably	equitably	ADV
abr-367	58	32	.	.	PUNCT
abr-367	59	1	monger	monger	NOUN
abr-367	59	2	and	and	CCONJ
abr-367	59	3	perkins	perkin	NOUN
abr-367	59	4	highlight	highlight	VERB
abr-367	59	5	the	the	DET
abr-367	59	6	concepts	concept	NOUN
abr-367	59	7	of	of	ADP
abr-367	59	8	both	both	CCONJ
abr-367	59	9	distributive	distributive	ADJ
abr-367	59	10	and	and	CCONJ
abr-367	59	11	procedural	procedural	ADJ
abr-367	59	12	justice	justice	NOUN
abr-367	59	13	when	when	SCONJ
abr-367	59	14	dealing	deal	VERB
abr-367	59	15	with	with	ADP
abr-367	59	16	hr	hr	NOUN
abr-367	59	17	strategies	strategy	NOUN
abr-367	59	18	designed	design	VERB
abr-367	59	19	ultimately	ultimately	ADV
abr-367	59	20	to	to	PART
abr-367	59	21	improve	improve	VERB
abr-367	59	22	customer	customer	NOUN
abr-367	59	23	service	service	NOUN
abr-367	59	24	through	through	ADP
abr-367	59	25	better	well	ADJ
abr-367	59	26	customer	customer	NOUN
abr-367	59	27	service	service	NOUN
abr-367	59	28	representatives	representative	NOUN
abr-367	59	29	.	.	PUNCT
abr-367	60	1	they	they	PRON
abr-367	60	2	define	define	VERB
abr-367	60	3	distributive	distributive	ADJ
abr-367	60	4	justice	justice	NOUN
abr-367	60	5	as	as	ADP
abr-367	60	6	fairness	fairness	NOUN
abr-367	60	7	in	in	ADP
abr-367	60	8	the	the	DET
abr-367	60	9	amount	amount	NOUN
abr-367	60	10	and	and	CCONJ
abr-367	60	11	allocation	allocation	NOUN
abr-367	60	12	of	of	ADP
abr-367	60	13	employee	employee	NOUN
abr-367	60	14	rewards	reward	NOUN
abr-367	60	15	and	and	CCONJ
abr-367	60	16	procedural	procedural	ADJ
abr-367	60	17	justice	justice	NOUN
abr-367	60	18	as	as	ADP
abr-367	60	19	the	the	DET
abr-367	60	20	perceived	perceive	VERB
abr-367	60	21	fairness	fairness	NOUN
abr-367	60	22	of	of	ADP
abr-367	60	23	the	the	DET
abr-367	60	24	process	process	NOUN
abr-367	60	25	through	through	ADP
abr-367	60	26	which	which	PRON
abr-367	60	27	employee	employee	NOUN
abr-367	60	28	distributions	distribution	NOUN
abr-367	60	29	are	be	AUX
abr-367	60	30	made	make	VERB
abr-367	60	31	.	.	PUNCT
abr-367	61	1	maxham	maxham	PROPN
abr-367	61	2	and	and	CCONJ
abr-367	61	3	netemeyer	netemeyer	PROPN
abr-367	61	4	(	(	PUNCT
abr-367	61	5	2003	2003	NUM
abr-367	61	6	)	)	PUNCT
abr-367	61	7	state	state	NOUN
abr-367	61	8	that	that	SCONJ
abr-367	61	9	customer	customer	NOUN
abr-367	61	10	service	service	NOUN
abr-367	61	11	representatives	representative	NOUN
abr-367	61	12	are	be	AUX
abr-367	61	13	frequently	frequently	ADV
abr-367	61	14	the	the	DET
abr-367	61	15	primary	primary	ADJ
abr-367	61	16	determinant	determinant	NOUN
abr-367	61	17	of	of	ADP
abr-367	61	18	a	a	DET
abr-367	61	19	company	company	NOUN
abr-367	61	20	's	's	PART
abr-367	61	21	image	image	NOUN
abr-367	61	22	and	and	CCONJ
abr-367	61	23	companies	company	NOUN
abr-367	61	24	often	often	ADV
abr-367	61	25	fail	fail	VERB
abr-367	61	26	to	to	PART
abr-367	61	27	motivate	motivate	VERB
abr-367	61	28	and	and	CCONJ
abr-367	61	29	inspire	inspire	VERB
abr-367	61	30	the	the	DET
abr-367	61	31	representatives	representative	NOUN
abr-367	61	32	that	that	PRON
abr-367	61	33	are	be	AUX
abr-367	61	34	providing	provide	VERB
abr-367	61	35	service	service	NOUN
abr-367	61	36	.	.	PUNCT
abr-367	62	1	employee	employee	NOUN
abr-367	62	2	apathy	apathy	NOUN
abr-367	62	3	creates	create	VERB
abr-367	62	4	mediocre	mediocre	ADJ
abr-367	62	5	customer	customer	NOUN
abr-367	62	6	service	service	NOUN
abr-367	62	7	at	at	ADP
abr-367	62	8	best	well	ADV
abr-367	62	9	and	and	CCONJ
abr-367	62	10	disgruntled	disgruntled	ADJ
abr-367	62	11	or	or	CCONJ
abr-367	62	12	frustrated	frustrated	ADJ
abr-367	62	13	employees	employee	NOUN
abr-367	62	14	can	can	AUX
abr-367	62	15	even	even	ADV
abr-367	62	16	sabotage	sabotage	VERB
abr-367	62	17	the	the	DET
abr-367	62	18	firm	firm	NOUN
abr-367	62	19	's	's	PART
abr-367	62	20	customer	customer	NOUN
abr-367	62	21	service	service	NOUN
abr-367	62	22	.	.	PUNCT
abr-367	63	1	maxham	maxham	PROPN
abr-367	63	2	and	and	CCONJ
abr-367	63	3	netemeyer	netemeyer	PROPN
abr-367	63	4	(	(	PUNCT
abr-367	63	5	2003	2003	NUM
abr-367	63	6	)	)	PUNCT
abr-367	63	7	,	,	PUNCT
abr-367	63	8	propose	propose	VERB
abr-367	63	9	the	the	DET
abr-367	63	10	model	model	NOUN
abr-367	63	11	exhibited	exhibit	VERB
abr-367	63	12	in	in	ADP
abr-367	63	13	figure	figure	NOUN
abr-367	63	14	1	1	NUM
abr-367	63	15	and	and	CCONJ
abr-367	63	16	pose	pose	VERB
abr-367	63	17	the	the	DET
abr-367	63	18	question	question	NOUN
abr-367	63	19	"	"	PUNCT
abr-367	63	20	does	do	AUX
abr-367	63	21	treating	treat	VERB
abr-367	63	22	employees	employee	NOUN
abr-367	63	23	fairly	fairly	ADV
abr-367	63	24	affect	affect	VERB
abr-367	63	25	customers	customer	NOUN
abr-367	63	26	'	'	PART
abr-367	63	27	perceptions	perception	NOUN
abr-367	63	28	of	of	ADP
abr-367	63	29	how	how	SCONJ
abr-367	63	30	fairly	fairly	ADV
abr-367	63	31	they	they	PRON
abr-367	63	32	have	have	AUX
abr-367	63	33	been	be	AUX
abr-367	63	34	treated	treat	VERB
abr-367	63	35	after	after	ADP
abr-367	63	36	initiating	initiate	VERB
abr-367	63	37	a	a	DET
abr-367	63	38	complaint	complaint	NOUN
abr-367	63	39	?	?	PUNCT
abr-367	63	40	”	"	PUNCT
abr-367	64	1	(	(	PUNCT
abr-367	64	2	p.	p.	NOUN
abr-367	64	3	46	46	NUM
abr-367	64	4	)	)	PUNCT
abr-367	64	5	.	.	PUNCT
abr-367	65	1	they	they	PRON
abr-367	65	2	present	present	VERB
abr-367	65	3	evidence	evidence	NOUN
abr-367	65	4	from	from	ADP
abr-367	65	5	field	field	NOUN
abr-367	65	6	research	research	NOUN
abr-367	65	7	that	that	PRON
abr-367	65	8	indicates	indicate	VERB
abr-367	65	9	firms	firm	NOUN
abr-367	65	10	may	may	AUX
abr-367	65	11	need	need	VERB
abr-367	65	12	to	to	PART
abr-367	65	13	internally	internally	ADV
abr-367	65	14	market	market	VERB
abr-367	65	15	the	the	DET
abr-367	65	16	firm	firm	NOUN
abr-367	65	17	to	to	ADP
abr-367	65	18	employees	employee	NOUN
abr-367	65	19	the	the	DET
abr-367	65	20	same	same	ADJ
abr-367	65	21	way	way	NOUN
abr-367	65	22	that	that	PRON
abr-367	65	23	employees	employee	NOUN
abr-367	65	24	need	need	VERB
abr-367	65	25	to	to	PART
abr-367	65	26	externally	externally	ADV
abr-367	65	27	market	market	VERB
abr-367	65	28	the	the	DET
abr-367	65	29	product	product	NOUN
abr-367	65	30	to	to	ADP
abr-367	65	31	customers	customer	NOUN
abr-367	65	32	.	.	PUNCT
abr-367	66	1	they	they	PRON
abr-367	66	2	provide	provide	VERB
abr-367	66	3	evidence	evidence	NOUN
abr-367	66	4	from	from	ADP
abr-367	66	5	a	a	DET
abr-367	66	6	field	field	NOUN
abr-367	66	7	study	study	NOUN
abr-367	66	8	of	of	ADP
abr-367	66	9	a	a	DET
abr-367	66	10	large	large	ADJ
abr-367	66	11	electronics	electronic	NOUN
abr-367	66	12	firm	firm	NOUN
abr-367	66	13	that	that	PRON
abr-367	66	14	indicates	indicate	VERB
abr-367	66	15	customer	customer	NOUN
abr-367	66	16	service	service	NOUN
abr-367	66	17	managers	manager	NOUN
abr-367	66	18	may	may	AUX
abr-367	66	19	in	in	ADP
abr-367	66	20	fact	fact	NOUN
abr-367	66	21	,	,	PUNCT
abr-367	66	22	as	as	SCONJ
abr-367	66	23	the	the	DET
abr-367	66	24	article	article	NOUN
abr-367	66	25	is	be	AUX
abr-367	66	26	so	so	ADV
abr-367	66	27	aptly	aptly	ADV
abr-367	66	28	named	name	VERB
abr-367	66	29	,	,	PUNCT
abr-367	66	30	"	"	PUNCT
abr-367	66	31	reap	reap	VERB
abr-367	66	32	what	what	PRON
abr-367	66	33	they	they	PRON
abr-367	66	34	sow	sow	VERB
abr-367	66	35	.	.	PUNCT
abr-367	66	36	"	"	PUNCT
abr-367	67	1	specifically	specifically	ADV
abr-367	67	2	,	,	PUNCT
abr-367	67	3	maxham	maxham	PROPN
abr-367	67	4	and	and	CCONJ
abr-367	67	5	netemeyer	netemeyer	PROPN
abr-367	67	6	(	(	PUNCT
abr-367	67	7	2003	2003	NUM
abr-367	67	8	)	)	PUNCT
abr-367	67	9	suggest	suggest	VERB
abr-367	67	10	that	that	SCONJ
abr-367	67	11	for	for	SCONJ
abr-367	67	12	customer	customer	NOUN
abr-367	67	13	service	service	NOUN
abr-367	67	14	representatives	representative	NOUN
abr-367	67	15	to	to	PART
abr-367	67	16	provide	provide	VERB
abr-367	67	17	justice	justice	NOUN
abr-367	67	18	/	/	SYM
abr-367	67	19	satisfaction	satisfaction	NOUN
abr-367	67	20	to	to	ADP
abr-367	67	21	customers	customer	NOUN
abr-367	67	22	,	,	PUNCT
abr-367	67	23	they	they	PRON
abr-367	67	24	must	must	AUX
abr-367	67	25	first	first	ADV
abr-367	67	26	receive	receive	VERB
abr-367	67	27	justice	justice	NOUN
abr-367	67	28	/	/	SYM
abr-367	67	29	satisfaction	satisfaction	NOUN
abr-367	67	30	from	from	ADP
abr-367	67	31	the	the	DET
abr-367	67	32	organization	organization	NOUN
abr-367	67	33	.	.	PUNCT
abr-367	68	1	they	they	PRON
abr-367	68	2	suggest	suggest	VERB
abr-367	68	3	that	that	SCONJ
abr-367	68	4	organizations	organization	NOUN
abr-367	68	5	that	that	PRON
abr-367	68	6	do	do	AUX
abr-367	68	7	n't	not	PART
abr-367	68	8	provide	provide	VERB
abr-367	68	9	distributive	distributive	ADJ
abr-367	68	10	,	,	PUNCT
abr-367	68	11	procedural	procedural	ADJ
abr-367	68	12	,	,	PUNCT
abr-367	68	13	and	and	CCONJ
abr-367	68	14	interactional	interactional	ADJ
abr-367	68	15	justice	justice	NOUN
abr-367	68	16	to	to	ADP
abr-367	68	17	their	their	PRON
abr-367	68	18	employees	employee	NOUN
abr-367	68	19	ca	can	AUX
abr-367	68	20	n't	not	PART
abr-367	68	21	expect	expect	VERB
abr-367	68	22	those	those	DET
abr-367	68	23	same	same	ADJ
abr-367	68	24	employees	employee	NOUN
abr-367	68	25	to	to	PART
abr-367	68	26	provide	provide	VERB
abr-367	68	27	distributive	distributive	ADJ
abr-367	68	28	,	,	PUNCT
abr-367	68	29	procedural	procedural	ADJ
abr-367	68	30	,	,	PUNCT
abr-367	68	31	and	and	CCONJ
abr-367	68	32	interactional	interactional	ADJ
abr-367	68	33	justice	justice	NOUN
abr-367	68	34	to	to	ADP
abr-367	68	35	customers	customer	NOUN
abr-367	68	36	.	.	PUNCT
abr-367	69	1	"	"	PUNCT
abr-367	69	2	employees	employee	NOUN
abr-367	69	3	treated	treat	VERB
abr-367	69	4	fairly	fairly	ADV
abr-367	69	5	by	by	ADP
abr-367	69	6	the	the	DET
abr-367	69	7	firm	firm	NOUN
abr-367	69	8	will	will	AUX
abr-367	69	9	treat	treat	VERB
abr-367	69	10	customers	customer	NOUN
abr-367	69	11	fairly	fairly	ADV
abr-367	69	12	(	(	PUNCT
abr-367	69	13	i.e	i.e	X
abr-367	69	14	..	..	PUNCT
abr-367	69	15	,	,	PUNCT
abr-367	69	16	"	"	PUNCT
abr-367	69	17	justice	justice	NOUN
abr-367	69	18	in	in	ADP
abr-367	69	19	-	-	PUNCT
abr-367	69	20	justice	justice	NOUN
abr-367	69	21	out	out	ADP
abr-367	69	22	"	"	PUNCT
abr-367	69	23	)	)	PUNCT
abr-367	69	24	"	"	PUNCT
abr-367	69	25	(	(	PUNCT
abr-367	69	26	maxham	maxham	PROPN
abr-367	69	27	and	and	CCONJ
abr-367	69	28	netemeyer	netemeyer	PROPN
abr-367	69	29	,	,	PUNCT
abr-367	69	30	2003	2003	NUM
abr-367	69	31	,	,	PUNCT
abr-367	69	32	p.	p.	NOUN
abr-367	69	33	51	51	NUM
abr-367	69	34	)	)	PUNCT
abr-367	69	35	.	.	PUNCT
abr-367	70	1	customers	customer	NOUN
abr-367	70	2	that	that	PRON
abr-367	70	3	do	do	AUX
abr-367	70	4	n't	not	PART
abr-367	70	5	receive	receive	VERB
abr-367	70	6	this	this	DET
abr-367	70	7	justice	justice	NOUN
abr-367	70	8	are	be	AUX
abr-367	70	9	not	not	PART
abr-367	70	10	satisfied	satisfied	ADJ
abr-367	70	11	,	,	PUNCT
abr-367	70	12	will	will	AUX
abr-367	70	13	not	not	PART
abr-367	70	14	purchase	purchase	VERB
abr-367	70	15	from	from	ADP
abr-367	70	16	the	the	DET
abr-367	70	17	company	company	NOUN
abr-367	70	18	again	again	ADV
abr-367	70	19	,	,	PUNCT
abr-367	70	20	and	and	CCONJ
abr-367	70	21	will	will	AUX
abr-367	70	22	not	not	PART
abr-367	70	23	provide	provide	VERB
abr-367	70	24	favorable	favorable	ADJ
abr-367	70	25	word	word	NOUN
abr-367	70	26	-	-	PUNCT
abr-367	70	27	of	of	ADP
abr-367	70	28	-	-	PUNCT
abr-367	70	29	mouth	mouth	NOUN
abr-367	70	30	about	about	ADP
abr-367	70	31	the	the	DET
abr-367	70	32	company	company	NOUN
abr-367	70	33	's	's	PART
abr-367	70	34	product	product	NOUN
abr-367	70	35	.	.	PUNCT
abr-367	71	1	16	16	NUM
abr-367	71	2	figure	figure	NOUN
abr-367	71	3	1	1	NUM
abr-367	71	4	–	–	PUNCT
abr-367	71	5	recovery	recovery	NOUN
abr-367	71	6	process	process	NOUN
abr-367	71	7	model	model	NOUN
abr-367	71	8	(	(	PUNCT
abr-367	71	9	excerpted	excerpt	VERB
abr-367	71	10	from	from	ADP
abr-367	71	11	maxham	maxham	PROPN
abr-367	71	12	and	and	CCONJ
abr-367	71	13	netemeyer	netemeyer	PROPN
abr-367	71	14	,	,	PUNCT
abr-367	71	15	2003	2003	NUM
abr-367	71	16	,	,	PUNCT
abr-367	71	17	p.	p.	NOUN
abr-367	71	18	48	48	NUM
abr-367	71	19	)	)	PUNCT
abr-367	71	20	sacrificial	sacrificial	ADJ
abr-367	71	21	hr	hr	NOUN
abr-367	71	22	strategies	strategy	NOUN
abr-367	71	23	and	and	CCONJ
abr-367	71	24	customer	customer	NOUN
abr-367	71	25	service	service	NOUN
abr-367	71	26	a	a	DET
abr-367	71	27	second	second	ADJ
abr-367	71	28	stream	stream	NOUN
abr-367	71	29	of	of	ADP
abr-367	71	30	research	research	NOUN
abr-367	71	31	also	also	ADV
abr-367	71	32	links	link	VERB
abr-367	71	33	customer	customer	NOUN
abr-367	71	34	service	service	NOUN
abr-367	71	35	and	and	CCONJ
abr-367	71	36	employee	employee	NOUN
abr-367	71	37	commitment	commitment	NOUN
abr-367	71	38	,	,	PUNCT
abr-367	71	39	albeit	albeit	SCONJ
abr-367	71	40	from	from	ADP
abr-367	71	41	a	a	DET
abr-367	71	42	different	different	ADJ
abr-367	71	43	perspective	perspective	NOUN
abr-367	71	44	.	.	PUNCT
abr-367	72	1	a	a	DET
abr-367	72	2	countervailing	countervailing	ADJ
abr-367	72	3	view	view	NOUN
abr-367	72	4	,	,	PUNCT
abr-367	72	5	in	in	ADP
abr-367	72	6	some	some	DET
abr-367	72	7	respects	respect	NOUN
abr-367	72	8	,	,	PUNCT
abr-367	72	9	to	to	ADP
abr-367	72	10	organizational	organizational	ADJ
abr-367	72	11	justice	justice	NOUN
abr-367	72	12	theories	theory	NOUN
abr-367	72	13	is	be	AUX
abr-367	72	14	termed	term	VERB
abr-367	72	15	the	the	DET
abr-367	72	16	sacrificial	sacrificial	ADJ
abr-367	72	17	hr	hr	NOUN
abr-367	72	18	strategy	strategy	NOUN
abr-367	72	19	.	.	PUNCT
abr-367	73	1	wallace	wallace	PROPN
abr-367	73	2	et	et	PROPN
abr-367	73	3	al	al	PROPN
abr-367	73	4	.	.	PROPN
abr-367	74	1	(	(	PUNCT
abr-367	74	2	2000	2000	NUM
abr-367	74	3	)	)	PUNCT
abr-367	74	4	explore	explore	VERB
abr-367	74	5	the	the	DET
abr-367	74	6	evidence	evidence	NOUN
abr-367	74	7	that	that	SCONJ
abr-367	74	8	employers	employer	NOUN
abr-367	74	9	may	may	AUX
abr-367	74	10	be	be	AUX
abr-367	74	11	intentionally	intentionally	ADV
abr-367	74	12	creating	create	VERB
abr-367	74	13	turnover	turnover	NOUN
abr-367	74	14	in	in	ADP
abr-367	74	15	call	call	NOUN
abr-367	74	16	centers	center	NOUN
abr-367	74	17	by	by	ADP
abr-367	74	18	sacrificing	sacrifice	VERB
abr-367	74	19	the	the	DET
abr-367	74	20	employees	employee	NOUN
abr-367	74	21	they	they	PRON
abr-367	74	22	have	have	AUX
abr-367	74	23	hired	hire	VERB
abr-367	74	24	to	to	PART
abr-367	74	25	perform	perform	VERB
abr-367	74	26	customer	customer	NOUN
abr-367	74	27	service	service	NOUN
abr-367	74	28	.	.	PUNCT
abr-367	75	1	according	accord	VERB
abr-367	75	2	to	to	ADP
abr-367	75	3	this	this	DET
abr-367	75	4	theory	theory	NOUN
abr-367	75	5	,	,	PUNCT
abr-367	75	6	firms	firm	NOUN
abr-367	75	7	achieve	achieve	VERB
abr-367	75	8	both	both	DET
abr-367	75	9	efficiency	efficiency	NOUN
abr-367	75	10	and	and	CCONJ
abr-367	75	11	high	high	ADJ
abr-367	75	12	levels	level	NOUN
abr-367	75	13	of	of	ADP
abr-367	75	14	service	service	NOUN
abr-367	75	15	at	at	ADP
abr-367	75	16	the	the	DET
abr-367	75	17	same	same	ADJ
abr-367	75	18	time	time	NOUN
abr-367	75	19	by	by	ADP
abr-367	75	20	sacrificing	sacrifice	VERB
abr-367	75	21	the	the	DET
abr-367	75	22	enthusiasm	enthusiasm	NOUN
abr-367	75	23	and	and	CCONJ
abr-367	75	24	motivation	motivation	NOUN
abr-367	75	25	of	of	ADP
abr-367	75	26	the	the	DET
abr-367	75	27	front	front	ADJ
abr-367	75	28	-	-	PUNCT
abr-367	75	29	line	line	NOUN
abr-367	75	30	customer	customer	NOUN
abr-367	75	31	service	service	NOUN
abr-367	75	32	reps	rep	NOUN
abr-367	75	33	.	.	PROPN
abr-367	75	34	with	with	ADP
abr-367	75	35	this	this	DET
abr-367	75	36	strategy	strategy	NOUN
abr-367	75	37	,	,	PUNCT
abr-367	75	38	emotional	emotional	ADJ
abr-367	75	39	burnout	burnout	NOUN
abr-367	75	40	and	and	CCONJ
abr-367	75	41	high	high	ADJ
abr-367	75	42	turnover	turnover	NOUN
abr-367	75	43	among	among	ADP
abr-367	75	44	customer	customer	NOUN
abr-367	75	45	service	service	NOUN
abr-367	75	46	reps	rep	NOUN
abr-367	75	47	are	be	AUX
abr-367	75	48	tolerated	tolerate	VERB
abr-367	75	49	,	,	PUNCT
abr-367	75	50	if	if	SCONJ
abr-367	75	51	not	not	PART
abr-367	75	52	encouraged	encourage	VERB
abr-367	75	53	.	.	PUNCT
abr-367	76	1	stress	stress	NOUN
abr-367	76	2	levels	level	NOUN
abr-367	76	3	in	in	ADP
abr-367	76	4	the	the	DET
abr-367	76	5	call	call	NOUN
abr-367	76	6	centers	center	NOUN
abr-367	76	7	studied	study	VERB
abr-367	76	8	appeared	appear	VERB
abr-367	76	9	to	to	PART
abr-367	76	10	be	be	AUX
abr-367	76	11	high	high	ADJ
abr-367	76	12	.	.	PUNCT
abr-367	77	1	customer	customer	NOUN
abr-367	77	2	service	service	NOUN
abr-367	77	3	agents	agent	NOUN
abr-367	77	4	interviewed	interview	VERB
abr-367	77	5	made	make	VERB
abr-367	77	6	spontaneous	spontaneous	ADJ
abr-367	77	7	comments	comment	NOUN
abr-367	77	8	such	such	ADJ
abr-367	77	9	as	as	ADP
abr-367	77	10	"	"	PUNCT
abr-367	77	11	at	at	ADP
abr-367	77	12	the	the	DET
abr-367	77	13	end	end	NOUN
abr-367	77	14	of	of	ADP
abr-367	77	15	the	the	DET
abr-367	77	16	week	week	NOUN
abr-367	77	17	i	i	PRON
abr-367	77	18	am	be	AUX
abr-367	77	19	a	a	DET
abr-367	77	20	zombie	zombie	NOUN
abr-367	77	21	,	,	PUNCT
abr-367	77	22	the	the	DET
abr-367	77	23	stress	stress	NOUN
abr-367	77	24	is	be	AUX
abr-367	77	25	so	so	ADV
abr-367	77	26	bad	bad	ADJ
abr-367	77	27	that	that	SCONJ
abr-367	77	28	on	on	ADP
abr-367	77	29	the	the	DET
abr-367	77	30	weekends	weekend	NOUN
abr-367	77	31	i	i	PRON
abr-367	77	32	do	do	AUX
abr-367	77	33	not	not	PART
abr-367	77	34	want	want	VERB
abr-367	77	35	to	to	PART
abr-367	77	36	talk	talk	VERB
abr-367	77	37	to	to	ADP
abr-367	77	38	anyone	anyone	PRON
abr-367	77	39	”	"	PUNCT
abr-367	78	1	(	(	PUNCT
abr-367	78	2	p.	p.	NOUN
abr-367	78	3	176	176	NUM
abr-367	78	4	)	)	PUNCT
abr-367	78	5	.	.	PUNCT
abr-367	79	1	similar	similar	ADJ
abr-367	79	2	studies	study	NOUN
abr-367	79	3	reported	report	VERB
abr-367	79	4	call	call	NOUN
abr-367	79	5	center	center	NOUN
abr-367	79	6	agents	agent	NOUN
abr-367	79	7	having	have	VERB
abr-367	79	8	stress	stress	NOUN
abr-367	79	9	levels	level	NOUN
abr-367	79	10	higher	high	ADJ
abr-367	79	11	than	than	ADP
abr-367	79	12	coal	coal	NOUN
abr-367	79	13	miners	miner	NOUN
abr-367	79	14	.	.	PUNCT
abr-367	80	1	wallace	wallace	PROPN
abr-367	80	2	et	et	PROPN
abr-367	80	3	al	al	PROPN
abr-367	80	4	.	.	PROPN
abr-367	81	1	(	(	PUNCT
abr-367	81	2	2000	2000	NUM
abr-367	81	3	)	)	PUNCT
abr-367	81	4	suggested	suggest	VERB
abr-367	81	5	that	that	SCONJ
abr-367	81	6	one	one	NUM
abr-367	81	7	contributor	contributor	NOUN
abr-367	81	8	to	to	ADP
abr-367	81	9	emotional	emotional	ADJ
abr-367	81	10	burnout	burnout	NOUN
abr-367	81	11	was	be	AUX
abr-367	81	12	the	the	DET
abr-367	81	13	lack	lack	NOUN
abr-367	81	14	of	of	ADP
abr-367	81	15	supportive	supportive	ADJ
abr-367	81	16	elements	element	NOUN
abr-367	81	17	in	in	ADP
abr-367	81	18	the	the	DET
abr-367	81	19	work	work	NOUN
abr-367	81	20	design	design	NOUN
abr-367	81	21	.	.	PUNCT
abr-367	82	1	information	information	NOUN
abr-367	82	2	on	on	ADP
abr-367	82	3	employee	employee	NOUN
abr-367	82	4	turnover	turnover	NOUN
abr-367	82	5	in	in	ADP
abr-367	82	6	the	the	DET
abr-367	82	7	wallace	wallace	PROPN
abr-367	82	8	et	et	PROPN
abr-367	82	9	al	al	PROPN
abr-367	82	10	.	.	PROPN
abr-367	82	11	study	study	PROPN
abr-367	82	12	was	be	AUX
abr-367	82	13	contradictory	contradictory	ADJ
abr-367	82	14	.	.	PUNCT
abr-367	83	1	call	call	NOUN
abr-367	83	2	centers	center	NOUN
abr-367	83	3	involved	involve	VERB
abr-367	83	4	in	in	ADP
abr-367	83	5	the	the	DET
abr-367	83	6	research	research	NOUN
abr-367	83	7	reported	report	VERB
abr-367	83	8	annual	annual	ADJ
abr-367	83	9	turnover	turnover	NOUN
abr-367	83	10	rates	rate	NOUN
abr-367	83	11	between	between	ADP
abr-367	83	12	15	15	NUM
abr-367	83	13	and	and	CCONJ
abr-367	83	14	35	35	NUM
abr-367	83	15	%	%	NOUN
abr-367	83	16	while	while	SCONJ
abr-367	83	17	managers	manager	NOUN
abr-367	83	18	within	within	ADP
abr-367	83	19	the	the	DET
abr-367	83	20	centers	center	NOUN
abr-367	83	21	reported	report	VERB
abr-367	83	22	that	that	DET
abr-367	83	23	tenure	tenure	NOUN
abr-367	83	24	was	be	AUX
abr-367	83	25	about	about	ADV
abr-367	83	26	18	18	NUM
abr-367	83	27	months	month	NOUN
abr-367	83	28	,	,	PUNCT
abr-367	83	29	which	which	PRON
abr-367	83	30	would	would	AUX
abr-367	83	31	imply	imply	VERB
abr-367	83	32	a	a	DET
abr-367	83	33	turnover	turnover	NOUN
abr-367	83	34	rate	rate	NOUN
abr-367	83	35	of	of	ADP
abr-367	83	36	67	67	NUM
abr-367	83	37	%	%	NOUN
abr-367	83	38	.	.	PUNCT
abr-367	84	1	employees	employee	NOUN
abr-367	84	2	were	be	AUX
abr-367	84	3	hired	hire	VERB
abr-367	84	4	specifically	specifically	ADV
abr-367	84	5	for	for	ADP
abr-367	84	6	their	their	PRON
abr-367	84	7	enthusiasm	enthusiasm	NOUN
abr-367	84	8	and	and	CCONJ
abr-367	84	9	motivation	motivation	NOUN
abr-367	84	10	and	and	CCONJ
abr-367	84	11	then	then	ADV
abr-367	84	12	required	require	VERB
abr-367	84	13	to	to	PART
abr-367	84	14	absorb	absorb	VERB
abr-367	84	15	the	the	DET
abr-367	84	16	emotional	emotional	ADJ
abr-367	84	17	costs	cost	NOUN
abr-367	84	18	on	on	ADP
abr-367	84	19	the	the	DET
abr-367	84	20	front	front	ADJ
abr-367	84	21	line	line	NOUN
abr-367	84	22	,	,	PUNCT
abr-367	84	23	burning	burn	VERB
abr-367	84	24	out	out	ADP
abr-367	84	25	quickly	quickly	ADV
abr-367	84	26	and	and	CCONJ
abr-367	84	27	leading	lead	VERB
abr-367	84	28	to	to	ADP
abr-367	84	29	high	high	ADJ
abr-367	84	30	turnover	turnover	NOUN
abr-367	84	31	.	.	PUNCT
abr-367	85	1	the	the	DET
abr-367	85	2	authors	author	NOUN
abr-367	85	3	contend	contend	VERB
abr-367	85	4	that	that	SCONJ
abr-367	85	5	this	this	DET
abr-367	85	6	sacrificial	sacrificial	ADJ
abr-367	85	7	hr	hr	NOUN
abr-367	85	8	strategy	strategy	NOUN
abr-367	85	9	is	be	AUX
abr-367	85	10	now	now	ADV
abr-367	85	11	possible	possible	ADJ
abr-367	85	12	because	because	SCONJ
abr-367	85	13	advances	advance	NOUN
abr-367	85	14	in	in	ADP
abr-367	85	15	information	information	NOUN
abr-367	85	16	technology	technology	NOUN
abr-367	85	17	have	have	AUX
abr-367	85	18	allowed	allow	VERB
abr-367	85	19	for	for	ADP
abr-367	85	20	common	common	ADJ
abr-367	85	21	assumptions	assumption	NOUN
abr-367	85	22	about	about	ADP
abr-367	85	23	,	,	PUNCT
abr-367	85	24	for	for	ADP
abr-367	85	25	example	example	NOUN
abr-367	85	26	,	,	PUNCT
abr-367	85	27	the	the	DET
abr-367	85	28	high	high	ADJ
abr-367	85	29	cost	cost	NOUN
abr-367	85	30	of	of	ADP
abr-367	85	31	turnover	turnover	NOUN
abr-367	85	32	to	to	PART
abr-367	85	33	be	be	AUX
abr-367	85	34	invalidated	invalidated	ADJ
abr-367	85	35	.	.	PUNCT
abr-367	86	1	before	before	ADP
abr-367	86	2	these	these	DET
abr-367	86	3	technological	technological	ADJ
abr-367	86	4	advances	advance	NOUN
abr-367	86	5	,	,	PUNCT
abr-367	86	6	the	the	DET
abr-367	86	7	high	high	ADJ
abr-367	86	8	costs	cost	NOUN
abr-367	86	9	associated	associate	VERB
abr-367	86	10	with	with	ADP
abr-367	86	11	turnover	turnover	NOUN
abr-367	86	12	and	and	CCONJ
abr-367	86	13	burnout	burnout	NOUN
abr-367	86	14	were	be	AUX
abr-367	86	15	too	too	ADV
abr-367	86	16	large	large	ADJ
abr-367	86	17	to	to	PART
abr-367	86	18	allow	allow	VERB
abr-367	86	19	17	17	NUM
abr-367	86	20	for	for	ADP
abr-367	86	21	a	a	DET
abr-367	86	22	singular	singular	ADJ
abr-367	86	23	concentration	concentration	NOUN
abr-367	86	24	on	on	ADP
abr-367	86	25	efficiency	efficiency	NOUN
abr-367	86	26	(	(	PUNCT
abr-367	86	27	defined	define	VERB
abr-367	86	28	in	in	ADP
abr-367	86	29	this	this	DET
abr-367	86	30	sense	sense	NOUN
abr-367	86	31	as	as	ADP
abr-367	86	32	using	use	VERB
abr-367	86	33	up	up	ADP
abr-367	86	34	motivated	motivated	ADJ
abr-367	86	35	and	and	CCONJ
abr-367	86	36	enthusiastic	enthusiastic	ADJ
abr-367	86	37	customer	customer	NOUN
abr-367	86	38	service	service	NOUN
abr-367	86	39	reps	rep	NOUN
abr-367	86	40	)	)	PUNCT
abr-367	86	41	.	.	PUNCT
abr-367	87	1	the	the	DET
abr-367	87	2	sacrificial	sacrificial	ADJ
abr-367	87	3	hr	hr	NOUN
abr-367	87	4	strategy	strategy	NOUN
abr-367	87	5	is	be	AUX
abr-367	87	6	the	the	DET
abr-367	87	7	opposite	opposite	NOUN
abr-367	87	8	of	of	ADP
abr-367	87	9	the	the	DET
abr-367	87	10	justice	justice	NOUN
abr-367	87	11	theories	theory	NOUN
abr-367	87	12	illustrated	illustrate	VERB
abr-367	87	13	earlier	early	ADV
abr-367	87	14	.	.	PUNCT
abr-367	88	1	supportive	supportive	ADJ
abr-367	88	2	behaviors	behavior	NOUN
abr-367	88	3	such	such	ADJ
abr-367	88	4	as	as	ADP
abr-367	88	5	distributive	distributive	ADJ
abr-367	88	6	,	,	PUNCT
abr-367	88	7	procedural	procedural	ADJ
abr-367	88	8	,	,	PUNCT
abr-367	88	9	and	and	CCONJ
abr-367	88	10	interactional	interactional	ADJ
abr-367	88	11	justice	justice	NOUN
abr-367	88	12	are	be	AUX
abr-367	88	13	set	set	VERB
abr-367	88	14	aside	aside	ADV
abr-367	88	15	in	in	ADP
abr-367	88	16	favor	favor	NOUN
abr-367	88	17	of	of	ADP
abr-367	88	18	a	a	DET
abr-367	88	19	shortterm	shortterm	NOUN
abr-367	88	20	,	,	PUNCT
abr-367	88	21	efficiency	efficiency	NOUN
abr-367	88	22	strategy	strategy	NOUN
abr-367	88	23	that	that	PRON
abr-367	88	24	frustrates	frustrate	VERB
abr-367	88	25	and	and	CCONJ
abr-367	88	26	burns	burn	VERB
abr-367	88	27	out	out	ADP
abr-367	88	28	customer	customer	NOUN
abr-367	88	29	service	service	NOUN
abr-367	88	30	agents	agent	NOUN
abr-367	88	31	.	.	PUNCT
abr-367	89	1	sacrificial	sacrificial	ADJ
abr-367	89	2	hr	hr	NOUN
abr-367	89	3	strategies	strategy	NOUN
abr-367	89	4	and	and	CCONJ
abr-367	89	5	justice	justice	NOUN
abr-367	89	6	theories	theory	NOUN
abr-367	89	7	do	do	AUX
abr-367	89	8	agree	agree	VERB
abr-367	89	9	on	on	ADP
abr-367	89	10	the	the	DET
abr-367	89	11	outcome	outcome	NOUN
abr-367	89	12	however	however	ADV
abr-367	89	13	,	,	PUNCT
abr-367	89	14	that	that	SCONJ
abr-367	89	15	frustrated	frustrate	VERB
abr-367	89	16	and	and	CCONJ
abr-367	89	17	burned	burn	VERB
abr-367	89	18	-	-	PUNCT
abr-367	89	19	out	out	ADP
abr-367	89	20	employees	employee	NOUN
abr-367	89	21	will	will	AUX
abr-367	89	22	leave	leave	VERB
abr-367	89	23	the	the	DET
abr-367	89	24	firm	firm	NOUN
abr-367	89	25	.	.	PUNCT
abr-367	90	1	the	the	DET
abr-367	90	2	difference	difference	NOUN
abr-367	90	3	is	be	AUX
abr-367	90	4	about	about	ADP
abr-367	90	5	the	the	DET
abr-367	90	6	journey	journey	NOUN
abr-367	90	7	from	from	ADP
abr-367	90	8	the	the	DET
abr-367	90	9	first	first	ADJ
abr-367	90	10	day	day	NOUN
abr-367	90	11	of	of	ADP
abr-367	90	12	work	work	NOUN
abr-367	90	13	to	to	ADP
abr-367	90	14	the	the	DET
abr-367	90	15	last	last	ADJ
abr-367	90	16	,	,	PUNCT
abr-367	90	17	with	with	ADP
abr-367	90	18	one	one	NUM
abr-367	90	19	theory	theory	NOUN
abr-367	90	20	indicating	indicate	VERB
abr-367	90	21	supportive	supportive	ADJ
abr-367	90	22	strategies	strategy	NOUN
abr-367	90	23	need	need	VERB
abr-367	90	24	to	to	PART
abr-367	90	25	be	be	AUX
abr-367	90	26	utilized	utilize	VERB
abr-367	90	27	more	more	ADV
abr-367	90	28	and	and	CCONJ
abr-367	90	29	one	one	NUM
abr-367	90	30	strategy	strategy	NOUN
abr-367	90	31	indicating	indicate	VERB
abr-367	90	32	customer	customer	NOUN
abr-367	90	33	service	service	NOUN
abr-367	90	34	reps	rep	NOUN
abr-367	90	35	need	need	VERB
abr-367	90	36	to	to	PART
abr-367	90	37	be	be	AUX
abr-367	90	38	sacrificed	sacrifice	VERB
abr-367	90	39	.	.	PUNCT
abr-367	91	1	both	both	DET
abr-367	91	2	theories	theory	NOUN
abr-367	91	3	lead	lead	VERB
abr-367	91	4	to	to	ADP
abr-367	91	5	the	the	DET
abr-367	91	6	same	same	ADJ
abr-367	91	7	place	place	NOUN
abr-367	91	8	when	when	SCONJ
abr-367	91	9	employees	employee	NOUN
abr-367	91	10	are	be	AUX
abr-367	91	11	not	not	PART
abr-367	91	12	provided	provide	VERB
abr-367	91	13	with	with	ADP
abr-367	91	14	support	support	NOUN
abr-367	91	15	in	in	ADP
abr-367	91	16	the	the	DET
abr-367	91	17	workplace	workplace	NOUN
abr-367	91	18	reduced	reduce	VERB
abr-367	91	19	commitment	commitment	NOUN
abr-367	91	20	and	and	CCONJ
abr-367	91	21	loyalty	loyalty	NOUN
abr-367	91	22	.	.	PUNCT
abr-367	92	1	in	in	ADP
abr-367	92	2	other	other	ADJ
abr-367	92	3	words	word	NOUN
abr-367	92	4	,	,	PUNCT
abr-367	92	5	the	the	DET
abr-367	92	6	lack	lack	NOUN
abr-367	92	7	of	of	ADP
abr-367	92	8	supportive	supportive	ADJ
abr-367	92	9	hr	hr	NOUN
abr-367	92	10	strategies	strategy	NOUN
abr-367	92	11	is	be	AUX
abr-367	92	12	an	an	DET
abr-367	92	13	indication	indication	NOUN
abr-367	92	14	of	of	ADP
abr-367	92	15	the	the	DET
abr-367	92	16	presence	presence	NOUN
abr-367	92	17	of	of	ADP
abr-367	92	18	sacrificial	sacrificial	ADJ
abr-367	92	19	hr	hr	NOUN
abr-367	92	20	strategies	strategy	NOUN
abr-367	92	21	.	.	PUNCT
abr-367	93	1	conceptual	conceptual	ADJ
abr-367	93	2	framework	framework	NOUN
abr-367	93	3	and	and	CCONJ
abr-367	93	4	hypotheses	hypothesis	NOUN
abr-367	93	5	this	this	DET
abr-367	93	6	research	research	NOUN
abr-367	93	7	explores	explore	VERB
abr-367	93	8	whether	whether	SCONJ
abr-367	93	9	there	there	PRON
abr-367	93	10	is	be	VERB
abr-367	93	11	evidence	evidence	NOUN
abr-367	93	12	supporting	support	VERB
abr-367	93	13	the	the	DET
abr-367	93	14	employee	employee	NOUN
abr-367	93	15	commitment	commitment	NOUN
abr-367	93	16	effects	effect	NOUN
abr-367	93	17	of	of	ADP
abr-367	93	18	distributive	distributive	ADJ
abr-367	93	19	,	,	PUNCT
abr-367	93	20	procedural	procedural	ADJ
abr-367	93	21	,	,	PUNCT
abr-367	93	22	and	and	CCONJ
abr-367	93	23	interactional	interactional	ADJ
abr-367	93	24	justice	justice	NOUN
abr-367	93	25	in	in	ADP
abr-367	93	26	a	a	DET
abr-367	93	27	cross	cross	ADJ
abr-367	93	28	-	-	ADJ
abr-367	93	29	sectional	sectional	ADJ
abr-367	93	30	survey	survey	NOUN
abr-367	93	31	of	of	ADP
abr-367	93	32	customer	customer	NOUN
abr-367	93	33	service	service	NOUN
abr-367	93	34	managers	manager	NOUN
abr-367	93	35	across	across	ADP
abr-367	93	36	various	various	ADJ
abr-367	93	37	industries	industry	NOUN
abr-367	93	38	.	.	PUNCT
abr-367	94	1	commitment	commitment	NOUN
abr-367	94	2	measures	measure	NOUN
abr-367	94	3	included	include	VERB
abr-367	94	4	average	average	ADJ
abr-367	94	5	turnover	turnover	NOUN
abr-367	94	6	and	and	CCONJ
abr-367	94	7	the	the	DET
abr-367	94	8	average	average	ADJ
abr-367	94	9	length	length	NOUN
abr-367	94	10	of	of	ADP
abr-367	94	11	employment	employment	NOUN
abr-367	94	12	(	(	PUNCT
abr-367	94	13	tenure	tenure	NOUN
abr-367	94	14	)	)	PUNCT
abr-367	94	15	.	.	PUNCT
abr-367	95	1	justice	justice	PROPN
abr-367	95	2	theory	theory	NOUN
abr-367	95	3	states	state	VERB
abr-367	95	4	that	that	PRON
abr-367	95	5	to	to	PART
abr-367	95	6	create	create	VERB
abr-367	95	7	systems	system	NOUN
abr-367	95	8	that	that	PRON
abr-367	95	9	lead	lead	VERB
abr-367	95	10	to	to	ADP
abr-367	95	11	motivated	motivated	ADJ
abr-367	95	12	and	and	CCONJ
abr-367	95	13	enthusiastic	enthusiastic	ADJ
abr-367	95	14	extra	extra	ADJ
abr-367	95	15	-	-	ADJ
abr-367	95	16	role	role	NOUN
abr-367	95	17	behaviors	behavior	NOUN
abr-367	95	18	by	by	ADP
abr-367	95	19	customer	customer	NOUN
abr-367	95	20	service	service	NOUN
abr-367	95	21	personnel	personnel	NOUN
abr-367	95	22	,	,	PUNCT
abr-367	95	23	hr	hr	NOUN
abr-367	95	24	systems	system	NOUN
abr-367	95	25	must	must	AUX
abr-367	95	26	first	first	ADV
abr-367	95	27	lead	lead	VERB
abr-367	95	28	to	to	ADP
abr-367	95	29	perceptions	perception	NOUN
abr-367	95	30	of	of	ADP
abr-367	95	31	organizational	organizational	ADJ
abr-367	95	32	justice	justice	NOUN
abr-367	95	33	.	.	PUNCT
abr-367	96	1	what	what	PRON
abr-367	96	2	is	be	AUX
abr-367	96	3	meant	mean	VERB
abr-367	96	4	by	by	ADP
abr-367	96	5	the	the	DET
abr-367	96	6	term	term	NOUN
abr-367	96	7	organizational	organizational	ADJ
abr-367	96	8	justice	justice	NOUN
abr-367	96	9	and	and	CCONJ
abr-367	96	10	how	how	SCONJ
abr-367	96	11	is	be	AUX
abr-367	96	12	employee	employee	NOUN
abr-367	96	13	perception	perception	NOUN
abr-367	96	14	of	of	ADP
abr-367	96	15	organizational	organizational	ADJ
abr-367	96	16	justice	justice	NOUN
abr-367	96	17	increased	increase	VERB
abr-367	96	18	?	?	PUNCT
abr-367	97	1	according	accord	VERB
abr-367	97	2	to	to	ADP
abr-367	97	3	folger	folger	PROPN
abr-367	97	4	and	and	CCONJ
abr-367	97	5	cropanzano	cropanzano	PROPN
abr-367	97	6	(	(	PUNCT
abr-367	97	7	1998	1998	NUM
abr-367	97	8	)	)	PUNCT
abr-367	97	9	,	,	PUNCT
abr-367	97	10	organizational	organizational	ADJ
abr-367	97	11	justice	justice	NOUN
abr-367	97	12	includes	include	VERB
abr-367	97	13	two	two	NUM
abr-367	97	14	distinct	distinct	ADJ
abr-367	97	15	components	component	NOUN
abr-367	97	16	,	,	PUNCT
abr-367	97	17	procedural	procedural	ADJ
abr-367	97	18	justice	justice	NOUN
abr-367	97	19	,	,	PUNCT
abr-367	97	20	and	and	CCONJ
abr-367	97	21	distributive	distributive	ADJ
abr-367	97	22	justice	justice	NOUN
abr-367	97	23	.	.	PUNCT
abr-367	98	1	procedural	procedural	ADJ
abr-367	98	2	justice	justice	NOUN
abr-367	98	3	“	"	PUNCT
abr-367	98	4	refers	refer	VERB
abr-367	98	5	to	to	ADP
abr-367	98	6	fairness	fairness	NOUN
abr-367	98	7	issues	issue	NOUN
abr-367	98	8	concerning	concern	VERB
abr-367	98	9	the	the	DET
abr-367	98	10	methods	method	NOUN
abr-367	98	11	,	,	PUNCT
abr-367	98	12	mechanisms	mechanism	NOUN
abr-367	98	13	,	,	PUNCT
abr-367	98	14	and	and	CCONJ
abr-367	98	15	processes	process	NOUN
abr-367	98	16	used	use	VERB
abr-367	98	17	to	to	PART
abr-367	98	18	determine	determine	VERB
abr-367	98	19	outcomes	outcome	NOUN
abr-367	98	20	.	.	PUNCT
abr-367	99	1	for	for	ADP
abr-367	99	2	example	example	NOUN
abr-367	99	3	,	,	PUNCT
abr-367	99	4	these	these	DET
abr-367	99	5	issues	issue	NOUN
abr-367	99	6	might	might	AUX
abr-367	99	7	involve	involve	VERB
abr-367	99	8	considerations	consideration	NOUN
abr-367	99	9	about	about	ADP
abr-367	99	10	the	the	DET
abr-367	99	11	proper	proper	ADJ
abr-367	99	12	way	way	NOUN
abr-367	99	13	to	to	PART
abr-367	99	14	conduct	conduct	VERB
abr-367	99	15	a	a	DET
abr-367	99	16	decision	decision	NOUN
abr-367	99	17	-	-	PUNCT
abr-367	99	18	making	make	VERB
abr-367	99	19	process	process	NOUN
abr-367	99	20	,	,	PUNCT
abr-367	99	21	a	a	DET
abr-367	99	22	dispute	dispute	NOUN
abr-367	99	23	-	-	PUNCT
abr-367	99	24	resolution	resolution	NOUN
abr-367	99	25	process	process	NOUN
abr-367	99	26	,	,	PUNCT
abr-367	99	27	or	or	CCONJ
abr-367	99	28	an	an	DET
abr-367	99	29	allocation	allocation	NOUN
abr-367	99	30	process	process	NOUN
abr-367	99	31	in	in	ADP
abr-367	99	32	an	an	DET
abr-367	99	33	organization	organization	NOUN
abr-367	99	34	”	"	PUNCT
abr-367	99	35	(	(	PUNCT
abr-367	99	36	folger	folger	PROPN
abr-367	99	37	&	&	CCONJ
abr-367	99	38	cropanzano	cropanzano	PROPN
abr-367	99	39	,	,	PUNCT
abr-367	99	40	p.	p.	NOUN
abr-367	99	41	26	26	NUM
abr-367	99	42	)	)	PUNCT
abr-367	99	43	.	.	PUNCT
abr-367	100	1	procedural	procedural	ADJ
abr-367	100	2	justice	justice	NOUN
abr-367	100	3	may	may	AUX
abr-367	100	4	also	also	ADV
abr-367	100	5	encompass	encompass	VERB
abr-367	100	6	a	a	DET
abr-367	100	7	form	form	NOUN
abr-367	100	8	of	of	ADP
abr-367	100	9	organizational	organizational	ADJ
abr-367	100	10	justice	justice	NOUN
abr-367	100	11	known	know	VERB
abr-367	100	12	as	as	ADP
abr-367	100	13	interactional	interactional	ADJ
abr-367	100	14	justice	justice	NOUN
abr-367	100	15	.	.	PUNCT
abr-367	101	1	interactional	interactional	ADJ
abr-367	101	2	justice	justice	NOUN
abr-367	101	3	“	"	PUNCT
abr-367	101	4	refers	refer	VERB
abr-367	101	5	to	to	ADP
abr-367	101	6	the	the	DET
abr-367	101	7	quality	quality	NOUN
abr-367	101	8	of	of	ADP
abr-367	101	9	the	the	DET
abr-367	101	10	interpersonal	interpersonal	ADJ
abr-367	101	11	treatment	treatment	NOUN
abr-367	101	12	received	receive	VERB
abr-367	101	13	by	by	ADP
abr-367	101	14	an	an	DET
abr-367	101	15	individual	individual	NOUN
abr-367	101	16	.	.	PUNCT
abr-367	102	1	distributive	distributive	ADJ
abr-367	102	2	justice	justice	NOUN
abr-367	102	3	is	be	AUX
abr-367	102	4	the	the	DET
abr-367	102	5	perceived	perceive	VERB
abr-367	102	6	fairness	fairness	NOUN
abr-367	102	7	of	of	ADP
abr-367	102	8	the	the	DET
abr-367	102	9	outcomes	outcome	NOUN
abr-367	102	10	or	or	CCONJ
abr-367	102	11	allocations	allocation	NOUN
abr-367	102	12	that	that	PRON
abr-367	102	13	an	an	DET
abr-367	102	14	individual	individual	NOUN
abr-367	102	15	receives	receive	VERB
abr-367	102	16	”	"	PUNCT
abr-367	102	17	.	.	PUNCT
abr-367	103	1	these	these	DET
abr-367	103	2	individuals	individual	NOUN
abr-367	103	3	are	be	AUX
abr-367	103	4	evaluating	evaluate	VERB
abr-367	103	5	whether	whether	SCONJ
abr-367	103	6	an	an	DET
abr-367	103	7	outcome	outcome	NOUN
abr-367	103	8	is	be	AUX
abr-367	103	9	appropriate	appropriate	ADJ
abr-367	103	10	,	,	PUNCT
abr-367	103	11	moral	moral	ADJ
abr-367	103	12	,	,	PUNCT
abr-367	103	13	or	or	CCONJ
abr-367	103	14	ethical	ethical	ADJ
abr-367	103	15	.	.	PUNCT
abr-367	104	1	while	while	SCONJ
abr-367	104	2	research	research	NOUN
abr-367	104	3	has	have	AUX
abr-367	104	4	found	find	VERB
abr-367	104	5	that	that	SCONJ
abr-367	104	6	the	the	DET
abr-367	104	7	effects	effect	NOUN
abr-367	104	8	of	of	ADP
abr-367	104	9	procedural	procedural	ADJ
abr-367	104	10	justice	justice	NOUN
abr-367	104	11	tend	tend	VERB
abr-367	104	12	to	to	PART
abr-367	104	13	be	be	AUX
abr-367	104	14	much	much	ADV
abr-367	104	15	stronger	strong	ADJ
abr-367	104	16	than	than	ADP
abr-367	104	17	distributive	distributive	ADJ
abr-367	104	18	justice	justice	NOUN
abr-367	104	19	(	(	PUNCT
abr-367	104	20	moorman	moorman	NOUN
abr-367	104	21	1991	1991	NUM
abr-367	104	22	)	)	PUNCT
abr-367	104	23	,	,	PUNCT
abr-367	104	24	it	it	PRON
abr-367	104	25	is	be	AUX
abr-367	104	26	still	still	ADV
abr-367	104	27	the	the	DET
abr-367	104	28	sum	sum	NOUN
abr-367	104	29	of	of	ADP
abr-367	104	30	both	both	CCONJ
abr-367	104	31	procedural	procedural	ADJ
abr-367	104	32	and	and	CCONJ
abr-367	104	33	distributive	distributive	ADJ
abr-367	104	34	justice	justice	NOUN
abr-367	104	35	that	that	PRON
abr-367	104	36	leads	lead	VERB
abr-367	104	37	to	to	ADP
abr-367	104	38	the	the	DET
abr-367	104	39	overall	overall	ADJ
abr-367	104	40	perception	perception	NOUN
abr-367	104	41	of	of	ADP
abr-367	104	42	organizational	organizational	ADJ
abr-367	104	43	justice	justice	NOUN
abr-367	104	44	.	.	PUNCT
abr-367	105	1	therefore	therefore	ADV
abr-367	105	2	,	,	PUNCT
abr-367	105	3	if	if	SCONJ
abr-367	105	4	extra	extra	ADJ
abr-367	105	5	-	-	ADJ
abr-367	105	6	role	role	NOUN
abr-367	105	7	behaviors	behavior	NOUN
abr-367	105	8	are	be	AUX
abr-367	105	9	to	to	PART
abr-367	105	10	be	be	AUX
abr-367	105	11	created	create	VERB
abr-367	105	12	within	within	ADP
abr-367	105	13	the	the	DET
abr-367	105	14	organization	organization	NOUN
abr-367	105	15	,	,	PUNCT
abr-367	105	16	the	the	DET
abr-367	105	17	systems	system	NOUN
abr-367	105	18	in	in	ADP
abr-367	105	19	place	place	NOUN
abr-367	105	20	must	must	AUX
abr-367	105	21	be	be	AUX
abr-367	105	22	perceived	perceive	VERB
abr-367	105	23	as	as	ADP
abr-367	105	24	fair	fair	ADJ
abr-367	105	25	methods	method	NOUN
abr-367	105	26	of	of	ADP
abr-367	105	27	making	make	VERB
abr-367	105	28	decisions	decision	NOUN
abr-367	105	29	and	and	CCONJ
abr-367	105	30	the	the	DET
abr-367	105	31	decisions	decision	NOUN
abr-367	105	32	that	that	PRON
abr-367	105	33	are	be	AUX
abr-367	105	34	made	make	VERB
abr-367	105	35	must	must	AUX
abr-367	105	36	be	be	AUX
abr-367	105	37	perceived	perceive	VERB
abr-367	105	38	as	as	ADP
abr-367	105	39	fair	fair	ADJ
abr-367	105	40	(	(	PUNCT
abr-367	105	41	carbo	carbo	VERB
abr-367	105	42	et	et	PROPN
abr-367	105	43	al	al	PROPN
abr-367	105	44	.	.	PROPN
abr-367	105	45	,	,	PUNCT
abr-367	105	46	2009	2009	NUM
abr-367	105	47	)	)	PUNCT
abr-367	105	48	.	.	PUNCT
abr-367	106	1	distributive	distributive	ADJ
abr-367	106	2	justice	justice	NOUN
abr-367	106	3	derives	derive	VERB
abr-367	106	4	from	from	ADP
abr-367	106	5	social	social	ADJ
abr-367	106	6	exchange	exchange	NOUN
abr-367	106	7	theory	theory	NOUN
abr-367	106	8	.	.	PUNCT
abr-367	107	1	people	people	NOUN
abr-367	107	2	assess	assess	VERB
abr-367	107	3	the	the	DET
abr-367	107	4	fairness	fairness	NOUN
abr-367	107	5	of	of	ADP
abr-367	107	6	the	the	DET
abr-367	107	7	"	"	PUNCT
abr-367	107	8	exchange	exchange	NOUN
abr-367	107	9	"	"	PUNCT
abr-367	107	10	that	that	PRON
abr-367	107	11	takes	take	VERB
abr-367	107	12	place	place	NOUN
abr-367	107	13	between	between	ADP
abr-367	107	14	individuals	individual	NOUN
abr-367	107	15	.	.	PUNCT
abr-367	108	1	in	in	ADP
abr-367	108	2	an	an	DET
abr-367	108	3	organizational	organizational	ADJ
abr-367	108	4	context	context	NOUN
abr-367	108	5	,	,	PUNCT
abr-367	108	6	employees	employee	NOUN
abr-367	108	7	would	would	AUX
abr-367	108	8	compare	compare	VERB
abr-367	108	9	their	their	PRON
abr-367	108	10	inputs	input	NOUN
abr-367	108	11	(	(	PUNCT
abr-367	108	12	effort	effort	NOUN
abr-367	108	13	,	,	PUNCT
abr-367	108	14	skill	skill	NOUN
abr-367	108	15	)	)	PUNCT
abr-367	108	16	and	and	CCONJ
abr-367	108	17	their	their	PRON
abr-367	108	18	outcomes	outcome	NOUN
abr-367	108	19	(	(	PUNCT
abr-367	108	20	salary	salary	NOUN
abr-367	108	21	,	,	PUNCT
abr-367	108	22	rewards	reward	NOUN
abr-367	108	23	)	)	PUNCT
abr-367	108	24	and	and	CCONJ
abr-367	108	25	judge	judge	VERB
abr-367	108	26	an	an	DET
abr-367	108	27	exchange	exchange	NOUN
abr-367	108	28	as	as	ADV
abr-367	108	29	fair	fair	ADJ
abr-367	108	30	when	when	SCONJ
abr-367	108	31	the	the	DET
abr-367	108	32	inputs	input	NOUN
abr-367	108	33	and	and	CCONJ
abr-367	108	34	outcomes	outcome	NOUN
abr-367	108	35	are	be	AUX
abr-367	108	36	proportional	proportional	ADJ
abr-367	108	37	(	(	PUNCT
abr-367	108	38	deutsch	deutsch	PROPN
abr-367	108	39	,	,	PUNCT
abr-367	108	40	1985	1985	NUM
abr-367	108	41	;	;	PUNCT
abr-367	108	42	greenberg	greenberg	PROPN
abr-367	108	43	,	,	PUNCT
abr-367	108	44	1990	1990	NUM
abr-367	108	45	)	)	PUNCT
abr-367	108	46	.	.	PUNCT
abr-367	109	1	in	in	ADP
abr-367	109	2	this	this	DET
abr-367	109	3	research	research	NOUN
abr-367	109	4	,	,	PUNCT
abr-367	109	5	distributive	distributive	ADJ
abr-367	109	6	justice	justice	NOUN
abr-367	109	7	is	be	AUX
abr-367	109	8	defined	define	VERB
abr-367	109	9	as	as	ADP
abr-367	109	10	the	the	DET
abr-367	109	11	degree	degree	NOUN
abr-367	109	12	to	to	PART
abr-367	109	13	which	which	PRON
abr-367	109	14	employees	employee	NOUN
abr-367	109	15	feel	feel	VERB
abr-367	109	16	they	they	PRON
abr-367	109	17	have	have	AUX
abr-367	109	18	been	be	AUX
abr-367	109	19	paid	pay	VERB
abr-367	109	20	fairly	fairly	ADV
abr-367	109	21	for	for	ADP
abr-367	109	22	their	their	PRON
abr-367	109	23	work	work	NOUN
abr-367	109	24	.	.	PUNCT
abr-367	110	1	to	to	PART
abr-367	110	2	examine	examine	VERB
abr-367	110	3	the	the	DET
abr-367	110	4	effects	effect	NOUN
abr-367	110	5	of	of	ADP
abr-367	110	6	distributive	distributive	ADJ
abr-367	110	7	justice	justice	NOUN
abr-367	110	8	within	within	ADP
abr-367	110	9	the	the	DET
abr-367	110	10	organizations	organization	NOUN
abr-367	110	11	studied	study	VERB
abr-367	110	12	,	,	PUNCT
abr-367	110	13	we	we	PRON
abr-367	110	14	chose	choose	VERB
abr-367	110	15	to	to	PART
abr-367	110	16	look	look	VERB
abr-367	110	17	at	at	ADP
abr-367	110	18	the	the	DET
abr-367	110	19	relationship	relationship	NOUN
abr-367	110	20	between	between	ADP
abr-367	110	21	starting	start	VERB
abr-367	110	22	wages	wage	NOUN
abr-367	110	23	and	and	CCONJ
abr-367	110	24	average	average	ADJ
abr-367	110	25	wages	wage	NOUN
abr-367	110	26	and	and	CCONJ
abr-367	110	27	their	their	PRON
abr-367	110	28	corresponding	corresponding	ADJ
abr-367	110	29	effect	effect	NOUN
abr-367	110	30	on	on	ADP
abr-367	110	31	tenure	tenure	NOUN
abr-367	110	32	and	and	CCONJ
abr-367	110	33	turnover	turnover	NOUN
abr-367	110	34	.	.	PUNCT
abr-367	111	1	we	we	PRON
abr-367	111	2	also	also	ADV
abr-367	111	3	looked	look	VERB
abr-367	111	4	at	at	ADP
abr-367	111	5	the	the	DET
abr-367	111	6	overall	overall	ADJ
abr-367	111	7	benefits	benefit	NOUN
abr-367	111	8	package	package	NOUN
abr-367	111	9	and	and	CCONJ
abr-367	111	10	its	its	PRON
abr-367	111	11	effect	effect	NOUN
abr-367	111	12	on	on	ADP
abr-367	111	13	tenure	tenure	NOUN
abr-367	111	14	and	and	CCONJ
abr-367	111	15	turnover	turnover	NOUN
abr-367	111	16	.	.	PUNCT
abr-367	112	1	specifically	specifically	ADV
abr-367	112	2	,	,	PUNCT
abr-367	112	3	we	we	PRON
abr-367	112	4	postulate	postulate	VERB
abr-367	112	5	that	that	SCONJ
abr-367	112	6	the	the	DET
abr-367	112	7	distributive	distributive	ADJ
abr-367	112	8	justice	justice	NOUN
abr-367	112	9	effects	effect	NOUN
abr-367	112	10	can	can	AUX
abr-367	112	11	be	be	AUX
abr-367	112	12	viewed	view	VERB
abr-367	112	13	by	by	ADP
abr-367	112	14	examining	examine	VERB
abr-367	112	15	the	the	DET
abr-367	112	16	effect	effect	NOUN
abr-367	112	17	of	of	ADP
abr-367	112	18	average	average	ADJ
abr-367	112	19	wages	wage	NOUN
abr-367	112	20	as	as	SCONJ
abr-367	112	21	opposed	oppose	VERB
abr-367	112	22	to	to	ADP
abr-367	112	23	starting	start	VERB
abr-367	112	24	wages	wage	NOUN
abr-367	112	25	on	on	ADP
abr-367	112	26	common	common	ADJ
abr-367	112	27	measures	measure	NOUN
abr-367	112	28	of	of	ADP
abr-367	112	29	job	job	NOUN
abr-367	112	30	commitment	commitment	NOUN
abr-367	112	31	,	,	PUNCT
abr-367	112	32	specifically	specifically	ADV
abr-367	112	33	turnover	turnover	NOUN
abr-367	112	34	and	and	CCONJ
abr-367	112	35	tenure	tenure	NOUN
abr-367	112	36	.	.	PUNCT
abr-367	113	1	consider	consider	VERB
abr-367	113	2	a	a	DET
abr-367	113	3	scenario	scenario	NOUN
abr-367	113	4	in	in	ADP
abr-367	113	5	which	which	PRON
abr-367	113	6	customer	customer	NOUN
abr-367	113	7	service	service	NOUN
abr-367	113	8	agent	agent	NOUN
abr-367	113	9	a	a	PRON
abr-367	113	10	is	be	AUX
abr-367	113	11	offered	offer	VERB
abr-367	113	12	$	$	SYM
abr-367	113	13	10	10	NUM
abr-367	113	14	per	per	ADP
abr-367	113	15	hour	hour	NOUN
abr-367	113	16	for	for	ADP
abr-367	113	17	performing	perform	VERB
abr-367	113	18	his	his	PRON
abr-367	113	19	or	or	CCONJ
abr-367	113	20	her	her	PRON
abr-367	113	21	job	job	NOUN
abr-367	113	22	.	.	PUNCT
abr-367	114	1	agent	agent	NOUN
abr-367	114	2	a	a	DET
abr-367	114	3	thinks	think	VERB
abr-367	114	4	this	this	PRON
abr-367	114	5	is	be	AUX
abr-367	114	6	a	a	DET
abr-367	114	7	fair	fair	ADJ
abr-367	114	8	rate	rate	NOUN
abr-367	114	9	and	and	CCONJ
abr-367	114	10	accepts	accept	VERB
abr-367	114	11	the	the	DET
abr-367	114	12	job	job	NOUN
abr-367	114	13	and	and	CCONJ
abr-367	114	14	its	its	PRON
abr-367	114	15	corresponding	corresponding	ADJ
abr-367	114	16	starting	starting	NOUN
abr-367	114	17	wage	wage	NOUN
abr-367	114	18	.	.	PUNCT
abr-367	115	1	after	after	ADP
abr-367	115	2	working	work	VERB
abr-367	115	3	in	in	ADP
abr-367	115	4	the	the	DET
abr-367	115	5	position	position	NOUN
abr-367	115	6	,	,	PUNCT
abr-367	115	7	agent	agent	NOUN
abr-367	115	8	a	a	DET
abr-367	115	9	receives	receive	VERB
abr-367	115	10	various	various	ADJ
abr-367	115	11	pay	pay	NOUN
abr-367	115	12	raises	raise	NOUN
abr-367	115	13	based	base	VERB
abr-367	115	14	on	on	ADP
abr-367	115	15	performance	performance	NOUN
abr-367	115	16	and	and	CCONJ
abr-367	115	17	he	he	PRON
abr-367	115	18	or	or	CCONJ
abr-367	115	19	she	she	PRON
abr-367	115	20	will	will	AUX
abr-367	115	21	then	then	ADV
abr-367	115	22	reevaluate	reevaluate	VERB
abr-367	115	23	the	the	DET
abr-367	115	24	fairness	fairness	NOUN
abr-367	115	25	of	of	ADP
abr-367	115	26	job	job	NOUN
abr-367	115	27	outcomes	outcome	NOUN
abr-367	115	28	with	with	ADP
abr-367	115	29	a	a	DET
abr-367	115	30	greater	great	ADJ
abr-367	115	31	18	18	NUM
abr-367	115	32	understanding	understanding	NOUN
abr-367	115	33	of	of	ADP
abr-367	115	34	both	both	CCONJ
abr-367	115	35	the	the	DET
abr-367	115	36	inputs	input	NOUN
abr-367	115	37	and	and	CCONJ
abr-367	115	38	the	the	DET
abr-367	115	39	outcomes	outcome	NOUN
abr-367	115	40	involved	involve	VERB
abr-367	115	41	.	.	PUNCT
abr-367	116	1	therefore	therefore	ADV
abr-367	116	2	,	,	PUNCT
abr-367	116	3	the	the	DET
abr-367	116	4	employee	employee	NOUN
abr-367	116	5	will	will	AUX
abr-367	116	6	develop	develop	VERB
abr-367	116	7	a	a	DET
abr-367	116	8	perspective	perspective	NOUN
abr-367	116	9	on	on	ADP
abr-367	116	10	distributive	distributive	ADJ
abr-367	116	11	justice	justice	NOUN
abr-367	116	12	.	.	PUNCT
abr-367	117	1	for	for	ADP
abr-367	117	2	example	example	NOUN
abr-367	117	3	,	,	PUNCT
abr-367	117	4	the	the	DET
abr-367	117	5	level	level	NOUN
abr-367	117	6	of	of	ADP
abr-367	117	7	stress	stress	NOUN
abr-367	117	8	will	will	AUX
abr-367	117	9	now	now	ADV
abr-367	117	10	be	be	AUX
abr-367	117	11	a	a	DET
abr-367	117	12	clear	clear	ADJ
abr-367	117	13	input	input	NOUN
abr-367	117	14	and	and	CCONJ
abr-367	117	15	the	the	DET
abr-367	117	16	amount	amount	NOUN
abr-367	117	17	of	of	ADP
abr-367	117	18	compensation	compensation	NOUN
abr-367	117	19	that	that	PRON
abr-367	117	20	results	result	VERB
abr-367	117	21	for	for	ADP
abr-367	117	22	both	both	DET
abr-367	117	23	agent	agent	NOUN
abr-367	117	24	a	a	DET
abr-367	117	25	and	and	CCONJ
abr-367	117	26	other	other	ADJ
abr-367	117	27	agents	agent	NOUN
abr-367	117	28	will	will	AUX
abr-367	117	29	also	also	ADV
abr-367	117	30	become	become	VERB
abr-367	117	31	clearer	clear	ADJ
abr-367	117	32	.	.	PUNCT
abr-367	118	1	therefore	therefore	ADV
abr-367	118	2	,	,	PUNCT
abr-367	118	3	we	we	PRON
abr-367	118	4	postulate	postulate	VERB
abr-367	118	5	that	that	SCONJ
abr-367	118	6	in	in	ADP
abr-367	118	7	a	a	DET
abr-367	118	8	distributive	distributive	ADJ
abr-367	118	9	justice	justice	NOUN
abr-367	118	10	context	context	NOUN
abr-367	118	11	average	average	ADJ
abr-367	118	12	wages	wage	NOUN
abr-367	118	13	will	will	AUX
abr-367	118	14	have	have	VERB
abr-367	118	15	a	a	DET
abr-367	118	16	significant	significant	ADJ
abr-367	118	17	effect	effect	NOUN
abr-367	118	18	on	on	ADP
abr-367	118	19	employee	employee	NOUN
abr-367	118	20	satisfaction	satisfaction	NOUN
abr-367	118	21	measures	measure	NOUN
abr-367	118	22	,	,	PUNCT
abr-367	118	23	as	as	SCONJ
abr-367	118	24	follows	follow	VERB
abr-367	118	25	:	:	PUNCT
abr-367	118	26	h1	h1	PROPN
abr-367	118	27	(	(	PUNCT
abr-367	118	28	distributive	distributive	ADJ
abr-367	118	29	justice	justice	NOUN
abr-367	118	30	):	):	PUNCT
abr-367	118	31	average	average	ADJ
abr-367	118	32	wages	wage	NOUN
abr-367	118	33	will	will	AUX
abr-367	118	34	have	have	VERB
abr-367	118	35	a	a	DET
abr-367	118	36	significant	significant	ADJ
abr-367	118	37	positive	positive	ADJ
abr-367	118	38	relationship	relationship	NOUN
abr-367	118	39	with	with	ADP
abr-367	118	40	tenure	tenure	NOUN
abr-367	118	41	and	and	CCONJ
abr-367	118	42	a	a	DET
abr-367	118	43	significant	significant	ADJ
abr-367	118	44	negative	negative	ADJ
abr-367	118	45	relationship	relationship	NOUN
abr-367	118	46	with	with	ADP
abr-367	118	47	turnover	turnover	NOUN
abr-367	118	48	.	.	PUNCT
abr-367	119	1	h2	h2	NOUN
abr-367	119	2	(	(	PUNCT
abr-367	119	3	distributive	distributive	ADJ
abr-367	119	4	justice	justice	NOUN
abr-367	119	5	):	):	PUNCT
abr-367	119	6	financial	financial	ADJ
abr-367	119	7	incentives	incentive	NOUN
abr-367	119	8	will	will	AUX
abr-367	119	9	have	have	VERB
abr-367	119	10	a	a	DET
abr-367	119	11	significant	significant	ADJ
abr-367	119	12	positive	positive	ADJ
abr-367	119	13	relationship	relationship	NOUN
abr-367	119	14	with	with	ADP
abr-367	119	15	tenure	tenure	NOUN
abr-367	119	16	and	and	CCONJ
abr-367	119	17	a	a	DET
abr-367	119	18	significant	significant	ADJ
abr-367	119	19	negative	negative	ADJ
abr-367	119	20	relationship	relationship	NOUN
abr-367	119	21	with	with	ADP
abr-367	119	22	turnover	turnover	NOUN
abr-367	119	23	.	.	PUNCT
abr-367	120	1	h3	h3	NOUN
abr-367	120	2	(	(	PUNCT
abr-367	120	3	distributive	distributive	ADJ
abr-367	120	4	justice	justice	NOUN
abr-367	120	5	):	):	PUNCT
abr-367	120	6	benefits	benefit	NOUN
abr-367	120	7	will	will	AUX
abr-367	120	8	have	have	VERB
abr-367	120	9	a	a	DET
abr-367	120	10	significant	significant	ADJ
abr-367	120	11	positive	positive	ADJ
abr-367	120	12	relationship	relationship	NOUN
abr-367	120	13	with	with	ADP
abr-367	120	14	tenure	tenure	NOUN
abr-367	120	15	and	and	CCONJ
abr-367	120	16	a	a	DET
abr-367	120	17	significant	significant	ADJ
abr-367	120	18	negative	negative	ADJ
abr-367	120	19	relationship	relationship	NOUN
abr-367	120	20	with	with	ADP
abr-367	120	21	turnover	turnover	NOUN
abr-367	120	22	procedural	procedural	ADJ
abr-367	120	23	justice	justice	NOUN
abr-367	120	24	"	"	PUNCT
abr-367	120	25	refers	refer	VERB
abr-367	120	26	to	to	ADP
abr-367	120	27	the	the	DET
abr-367	120	28	fairness	fairness	NOUN
abr-367	120	29	of	of	ADP
abr-367	120	30	the	the	DET
abr-367	120	31	policies	policy	NOUN
abr-367	120	32	and	and	CCONJ
abr-367	120	33	procedures	procedure	NOUN
abr-367	120	34	used	use	VERB
abr-367	120	35	to	to	PART
abr-367	120	36	achieve	achieve	VERB
abr-367	120	37	organizational	organizational	ADJ
abr-367	120	38	outcomes	outcome	NOUN
abr-367	120	39	"	"	PUNCT
abr-367	120	40	(	(	PUNCT
abr-367	120	41	maxham	maxham	PROPN
abr-367	120	42	and	and	CCONJ
abr-367	120	43	netemeyer	netemeyer	PROPN
abr-367	120	44	,	,	PUNCT
abr-367	120	45	2003	2003	NUM
abr-367	120	46	,	,	PUNCT
abr-367	120	47	p.	p.	NOUN
abr-367	120	48	49	49	NUM
abr-367	120	49	)	)	PUNCT
abr-367	120	50	.	.	PUNCT
abr-367	121	1	whether	whether	SCONJ
abr-367	121	2	or	or	CCONJ
abr-367	121	3	not	not	PART
abr-367	121	4	the	the	DET
abr-367	121	5	outcome	outcome	NOUN
abr-367	121	6	of	of	ADP
abr-367	121	7	a	a	DET
abr-367	121	8	decision	decision	NOUN
abr-367	121	9	is	be	AUX
abr-367	121	10	fair	fair	ADJ
abr-367	121	11	,	,	PUNCT
abr-367	121	12	employees	employee	NOUN
abr-367	121	13	can	can	AUX
abr-367	121	14	and	and	CCONJ
abr-367	121	15	do	do	AUX
abr-367	121	16	judge	judge	VERB
abr-367	121	17	the	the	DET
abr-367	121	18	fairness	fairness	NOUN
abr-367	121	19	of	of	ADP
abr-367	121	20	the	the	DET
abr-367	121	21	process	process	NOUN
abr-367	121	22	used	use	VERB
abr-367	121	23	to	to	PART
abr-367	121	24	get	get	VERB
abr-367	121	25	to	to	ADP
abr-367	121	26	the	the	DET
abr-367	121	27	outcome	outcome	NOUN
abr-367	121	28	.	.	PUNCT
abr-367	122	1	how	how	SCONJ
abr-367	122	2	effectively	effectively	ADV
abr-367	122	3	processes	process	NOUN
abr-367	122	4	are	be	AUX
abr-367	122	5	utilized	utilize	VERB
abr-367	122	6	and	and	CCONJ
abr-367	122	7	designed	design	VERB
abr-367	122	8	depends	depend	VERB
abr-367	122	9	on	on	ADP
abr-367	122	10	the	the	DET
abr-367	122	11	specific	specific	ADJ
abr-367	122	12	interpersonal	interpersonal	ADJ
abr-367	122	13	skills	skill	NOUN
abr-367	122	14	of	of	ADP
abr-367	122	15	the	the	DET
abr-367	122	16	managers	manager	NOUN
abr-367	122	17	.	.	PUNCT
abr-367	123	1	consider	consider	VERB
abr-367	123	2	this	this	DET
abr-367	123	3	scenario	scenario	NOUN
abr-367	123	4	:	:	PUNCT
abr-367	123	5	customer	customer	NOUN
abr-367	123	6	service	service	NOUN
abr-367	123	7	agent	agent	NOUN
abr-367	123	8	a	a	DET
abr-367	123	9	needs	need	NOUN
abr-367	123	10	to	to	PART
abr-367	123	11	ask	ask	VERB
abr-367	123	12	the	the	DET
abr-367	123	13	manager	manager	NOUN
abr-367	123	14	for	for	ADP
abr-367	123	15	permission	permission	NOUN
abr-367	123	16	before	before	ADP
abr-367	123	17	providing	provide	VERB
abr-367	123	18	a	a	DET
abr-367	123	19	refund	refund	NOUN
abr-367	123	20	to	to	ADP
abr-367	123	21	angry	angry	ADJ
abr-367	123	22	customers	customer	NOUN
abr-367	123	23	.	.	PUNCT
abr-367	124	1	agent	agent	NOUN
abr-367	124	2	a	a	DET
abr-367	124	3	believes	believe	VERB
abr-367	124	4	this	this	PRON
abr-367	124	5	is	be	AUX
abr-367	124	6	a	a	DET
abr-367	124	7	fair	fair	ADJ
abr-367	124	8	process	process	NOUN
abr-367	124	9	until	until	SCONJ
abr-367	124	10	he	he	PRON
abr-367	124	11	or	or	CCONJ
abr-367	124	12	she	she	PRON
abr-367	124	13	discovers	discover	VERB
abr-367	124	14	that	that	DET
abr-367	124	15	agent	agent	NOUN
abr-367	124	16	b	b	NOUN
abr-367	124	17	can	can	AUX
abr-367	124	18	make	make	VERB
abr-367	124	19	these	these	DET
abr-367	124	20	decisions	decision	NOUN
abr-367	124	21	without	without	ADP
abr-367	124	22	management	management	NOUN
abr-367	124	23	input	input	NOUN
abr-367	124	24	.	.	PUNCT
abr-367	125	1	the	the	DET
abr-367	125	2	manager	manager	NOUN
abr-367	125	3	provides	provide	VERB
abr-367	125	4	no	no	DET
abr-367	125	5	reason	reason	NOUN
abr-367	125	6	for	for	ADP
abr-367	125	7	the	the	DET
abr-367	125	8	disparity	disparity	NOUN
abr-367	125	9	in	in	ADP
abr-367	125	10	authority	authority	NOUN
abr-367	125	11	either	either	CCONJ
abr-367	125	12	in	in	ADP
abr-367	125	13	a	a	DET
abr-367	125	14	written	write	VERB
abr-367	125	15	or	or	CCONJ
abr-367	125	16	verbal	verbal	ADJ
abr-367	125	17	policy	policy	NOUN
abr-367	125	18	.	.	PUNCT
abr-367	126	1	this	this	PRON
abr-367	126	2	would	would	AUX
abr-367	126	3	cause	cause	VERB
abr-367	126	4	agent	agent	NOUN
abr-367	126	5	a	a	PRON
abr-367	126	6	to	to	PART
abr-367	126	7	judge	judge	VERB
abr-367	126	8	this	this	DET
abr-367	126	9	process	process	NOUN
abr-367	126	10	as	as	ADP
abr-367	126	11	unfair	unfair	ADJ
abr-367	126	12	,	,	PUNCT
abr-367	126	13	regardless	regardless	ADV
abr-367	126	14	of	of	ADP
abr-367	126	15	whether	whether	SCONJ
abr-367	126	16	or	or	CCONJ
abr-367	126	17	not	not	PART
abr-367	126	18	there	there	PRON
abr-367	126	19	is	be	VERB
abr-367	126	20	a	a	DET
abr-367	126	21	legitimate	legitimate	ADJ
abr-367	126	22	reason	reason	NOUN
abr-367	126	23	behind	behind	ADP
abr-367	126	24	this	this	DET
abr-367	126	25	disparity	disparity	NOUN
abr-367	126	26	.	.	PUNCT
abr-367	127	1	the	the	DET
abr-367	127	2	manager	manager	NOUN
abr-367	127	3	's	's	PART
abr-367	127	4	communication	communication	NOUN
abr-367	127	5	failure	failure	NOUN
abr-367	127	6	prevented	prevent	VERB
abr-367	127	7	perceived	perceive	VERB
abr-367	127	8	fairness	fairness	NOUN
abr-367	127	9	.	.	PUNCT
abr-367	128	1	therefore	therefore	ADV
abr-367	128	2	,	,	PUNCT
abr-367	128	3	procedural	procedural	ADJ
abr-367	128	4	justice	justice	NOUN
abr-367	128	5	is	be	AUX
abr-367	128	6	intricately	intricately	ADV
abr-367	128	7	and	and	CCONJ
abr-367	128	8	inexorably	inexorably	ADV
abr-367	128	9	tied	tie	VERB
abr-367	128	10	to	to	ADP
abr-367	128	11	management	management	NOUN
abr-367	128	12	's	's	PART
abr-367	128	13	interpersonal	interpersonal	ADJ
abr-367	128	14	communication	communication	NOUN
abr-367	128	15	skills	skill	NOUN
abr-367	128	16	,	,	PUNCT
abr-367	128	17	and	and	CCONJ
abr-367	128	18	we	we	PRON
abr-367	128	19	hypothesize	hypothesize	VERB
abr-367	128	20	that	that	SCONJ
abr-367	128	21	:	:	PUNCT
abr-367	128	22	h4	h4	PROPN
abr-367	128	23	(	(	PUNCT
abr-367	128	24	procedural	procedural	ADJ
abr-367	128	25	justice	justice	NOUN
abr-367	128	26	):	):	PUNCT
abr-367	128	27	the	the	DET
abr-367	128	28	presence	presence	NOUN
abr-367	128	29	of	of	ADP
abr-367	128	30	a	a	DET
abr-367	128	31	policy	policy	NOUN
abr-367	128	32	on	on	ADP
abr-367	128	33	interpersonal	interpersonal	ADJ
abr-367	128	34	training	training	NOUN
abr-367	128	35	for	for	ADP
abr-367	128	36	managers	manager	NOUN
abr-367	128	37	will	will	AUX
abr-367	128	38	have	have	VERB
abr-367	128	39	a	a	DET
abr-367	128	40	significant	significant	ADJ
abr-367	128	41	positive	positive	ADJ
abr-367	128	42	relationship	relationship	NOUN
abr-367	128	43	with	with	ADP
abr-367	128	44	tenure	tenure	NOUN
abr-367	128	45	and	and	CCONJ
abr-367	128	46	a	a	DET
abr-367	128	47	significant	significant	ADJ
abr-367	128	48	negative	negative	ADJ
abr-367	128	49	relationship	relationship	NOUN
abr-367	128	50	with	with	ADP
abr-367	128	51	turnover	turnover	NOUN
abr-367	128	52	.	.	PUNCT
abr-367	129	1	h5	h5	PROPN
abr-367	129	2	(	(	PUNCT
abr-367	129	3	procedural	procedural	ADJ
abr-367	129	4	justice	justice	NOUN
abr-367	129	5	):	):	PUNCT
abr-367	129	6	the	the	DET
abr-367	129	7	paid	pay	VERB
abr-367	129	8	time	time	NOUN
abr-367	129	9	off	off	ADP
abr-367	129	10	policy	policy	NOUN
abr-367	129	11	will	will	AUX
abr-367	129	12	have	have	VERB
abr-367	129	13	a	a	DET
abr-367	129	14	significant	significant	ADJ
abr-367	129	15	positive	positive	ADJ
abr-367	129	16	relationship	relationship	NOUN
abr-367	129	17	with	with	ADP
abr-367	129	18	tenure	tenure	NOUN
abr-367	129	19	and	and	CCONJ
abr-367	129	20	a	a	DET
abr-367	129	21	significant	significant	ADJ
abr-367	129	22	negative	negative	ADJ
abr-367	129	23	relationship	relationship	NOUN
abr-367	129	24	with	with	ADP
abr-367	129	25	turnover	turnover	NOUN
abr-367	129	26	.	.	PUNCT
abr-367	130	1	interactional	interactional	ADJ
abr-367	130	2	justice	justice	NOUN
abr-367	130	3	refers	refer	VERB
abr-367	130	4	to	to	ADP
abr-367	130	5	the	the	DET
abr-367	130	6	actual	actual	ADJ
abr-367	130	7	interactions	interaction	NOUN
abr-367	130	8	between	between	ADP
abr-367	130	9	managers	manager	NOUN
abr-367	130	10	and	and	CCONJ
abr-367	130	11	employees	employee	NOUN
abr-367	130	12	.	.	PUNCT
abr-367	131	1	even	even	ADV
abr-367	131	2	if	if	SCONJ
abr-367	131	3	employees	employee	NOUN
abr-367	131	4	judge	judge	VERB
abr-367	131	5	processes	process	NOUN
abr-367	131	6	and	and	CCONJ
abr-367	131	7	outcomes	outcome	NOUN
abr-367	131	8	as	as	ADP
abr-367	131	9	fair	fair	ADJ
abr-367	131	10	,	,	PUNCT
abr-367	131	11	they	they	PRON
abr-367	131	12	can	can	AUX
abr-367	131	13	still	still	ADV
abr-367	131	14	decide	decide	VERB
abr-367	131	15	that	that	SCONJ
abr-367	131	16	they	they	PRON
abr-367	131	17	are	be	AUX
abr-367	131	18	treated	treat	VERB
abr-367	131	19	unfairly	unfairly	ADV
abr-367	131	20	if	if	SCONJ
abr-367	131	21	they	they	PRON
abr-367	131	22	perceive	perceive	VERB
abr-367	131	23	injustice	injustice	NOUN
abr-367	131	24	during	during	ADP
abr-367	131	25	actual	actual	ADJ
abr-367	131	26	interactions	interaction	NOUN
abr-367	131	27	with	with	ADP
abr-367	131	28	managers	manager	NOUN
abr-367	131	29	(	(	PUNCT
abr-367	131	30	maxham	maxham	PROPN
abr-367	131	31	and	and	CCONJ
abr-367	131	32	netemeyer	netemeyer	PROPN
abr-367	131	33	,	,	PUNCT
abr-367	131	34	2003	2003	NUM
abr-367	131	35	)	)	PUNCT
abr-367	131	36	.	.	PUNCT
abr-367	132	1	consider	consider	VERB
abr-367	132	2	our	our	PRON
abr-367	132	3	last	last	ADJ
abr-367	132	4	scenario	scenario	NOUN
abr-367	132	5	:	:	PUNCT
abr-367	132	6	let	let	VERB
abr-367	132	7	's	us	PRON
abr-367	132	8	assume	assume	VERB
abr-367	132	9	that	that	SCONJ
abr-367	132	10	agent	agent	NOUN
abr-367	132	11	a	a	PRON
abr-367	132	12	,	,	PUNCT
abr-367	132	13	who	who	PRON
abr-367	132	14	is	be	AUX
abr-367	132	15	not	not	PART
abr-367	132	16	allowed	allow	VERB
abr-367	132	17	to	to	PART
abr-367	132	18	provide	provide	VERB
abr-367	132	19	refunds	refund	NOUN
abr-367	132	20	without	without	ADP
abr-367	132	21	management	management	NOUN
abr-367	132	22	permission	permission	NOUN
abr-367	132	23	,	,	PUNCT
abr-367	132	24	is	be	AUX
abr-367	132	25	prohibited	prohibit	VERB
abr-367	132	26	from	from	ADP
abr-367	132	27	doing	do	VERB
abr-367	132	28	so	so	ADV
abr-367	132	29	because	because	SCONJ
abr-367	132	30	the	the	DET
abr-367	132	31	written	write	VERB
abr-367	132	32	policy	policy	NOUN
abr-367	132	33	requires	require	VERB
abr-367	132	34	a	a	DET
abr-367	132	35	year	year	NOUN
abr-367	132	36	of	of	ADP
abr-367	132	37	successful	successful	ADJ
abr-367	132	38	performance	performance	NOUN
abr-367	132	39	first	first	ADV
abr-367	132	40	and	and	CCONJ
abr-367	132	41	that	that	PRON
abr-367	132	42	is	be	AUX
abr-367	132	43	why	why	SCONJ
abr-367	132	44	agent	agent	PROPN
abr-367	132	45	b	b	PROPN
abr-367	132	46	has	have	VERB
abr-367	132	47	the	the	DET
abr-367	132	48	authority	authority	NOUN
abr-367	132	49	and	and	CCONJ
abr-367	132	50	agent	agent	NOUN
abr-367	133	1	a	a	PRON
abr-367	133	2	does	do	AUX
abr-367	133	3	n't	not	PART
abr-367	133	4	.	.	PUNCT
abr-367	134	1	agent	agent	VERB
abr-367	134	2	a	a	PRON
abr-367	134	3	could	could	AUX
abr-367	134	4	easily	easily	ADV
abr-367	134	5	perceive	perceive	VERB
abr-367	134	6	this	this	PRON
abr-367	134	7	as	as	ADP
abr-367	134	8	a	a	DET
abr-367	134	9	fair	fair	ADJ
abr-367	134	10	process	process	NOUN
abr-367	134	11	however	however	ADV
abr-367	134	12	let	let	VERB
abr-367	134	13	's	us	PRON
abr-367	134	14	assume	assume	VERB
abr-367	134	15	agent	agent	NOUN
abr-367	134	16	a	a	PRON
abr-367	134	17	is	be	AUX
abr-367	134	18	n't	not	PART
abr-367	134	19	aware	aware	ADJ
abr-367	134	20	of	of	ADP
abr-367	134	21	the	the	DET
abr-367	134	22	policy	policy	NOUN
abr-367	134	23	and	and	CCONJ
abr-367	134	24	asks	ask	VERB
abr-367	134	25	the	the	DET
abr-367	134	26	manager	manager	NOUN
abr-367	134	27	about	about	ADP
abr-367	134	28	it	it	PRON
abr-367	134	29	.	.	PUNCT
abr-367	135	1	the	the	DET
abr-367	135	2	manager	manager	NOUN
abr-367	135	3	replies	reply	VERB
abr-367	135	4	harshly	harshly	ADV
abr-367	135	5	that	that	SCONJ
abr-367	135	6	he	he	PRON
abr-367	135	7	does	do	AUX
abr-367	135	8	n't	not	PART
abr-367	135	9	have	have	VERB
abr-367	135	10	time	time	NOUN
abr-367	135	11	to	to	PART
abr-367	135	12	answer	answer	VERB
abr-367	135	13	useless	useless	ADJ
abr-367	135	14	questions	question	NOUN
abr-367	135	15	.	.	PUNCT
abr-367	136	1	agent	agent	NOUN
abr-367	136	2	a	a	PRON
abr-367	136	3	,	,	PUNCT
abr-367	136	4	based	base	VERB
abr-367	136	5	solely	solely	ADV
abr-367	136	6	on	on	ADP
abr-367	136	7	the	the	DET
abr-367	136	8	actual	actual	ADJ
abr-367	136	9	interaction	interaction	NOUN
abr-367	136	10	that	that	PRON
abr-367	136	11	took	take	VERB
abr-367	136	12	place	place	NOUN
abr-367	136	13	,	,	PUNCT
abr-367	136	14	perceives	perceive	VERB
abr-367	136	15	unfair	unfair	ADJ
abr-367	136	16	treatment	treatment	NOUN
abr-367	136	17	despite	despite	SCONJ
abr-367	136	18	the	the	DET
abr-367	136	19	equity	equity	NOUN
abr-367	136	20	evident	evident	ADJ
abr-367	136	21	in	in	ADP
abr-367	136	22	the	the	DET
abr-367	136	23	written	write	VERB
abr-367	136	24	policy	policy	NOUN
abr-367	136	25	.	.	PUNCT
abr-367	137	1	the	the	DET
abr-367	137	2	perceived	perceive	VERB
abr-367	137	3	unfairness	unfairness	NOUN
abr-367	137	4	would	would	AUX
abr-367	137	5	be	be	AUX
abr-367	137	6	even	even	ADV
abr-367	137	7	greater	great	ADJ
abr-367	137	8	if	if	SCONJ
abr-367	137	9	this	this	PRON
abr-367	137	10	is	be	AUX
abr-367	137	11	the	the	DET
abr-367	137	12	only	only	ADJ
abr-367	137	13	interaction	interaction	NOUN
abr-367	137	14	agent	agent	NOUN
abr-367	137	15	a	a	DET
abr-367	137	16	has	have	VERB
abr-367	137	17	with	with	ADP
abr-367	137	18	her	her	PRON
abr-367	137	19	supervisor	supervisor	NOUN
abr-367	137	20	and	and	CCONJ
abr-367	137	21	this	this	DET
abr-367	137	22	interaction	interaction	NOUN
abr-367	137	23	is	be	AUX
abr-367	137	24	likely	likely	ADJ
abr-367	137	25	to	to	PART
abr-367	137	26	reduce	reduce	VERB
abr-367	137	27	further	further	ADJ
abr-367	137	28	interactions	interaction	NOUN
abr-367	137	29	.	.	PUNCT
abr-367	138	1	therefore	therefore	ADV
abr-367	138	2	,	,	PUNCT
abr-367	138	3	we	we	PRON
abr-367	138	4	postulate	postulate	VERB
abr-367	138	5	that	that	SCONJ
abr-367	138	6	interpersonal	interpersonal	ADJ
abr-367	138	7	interactions	interaction	NOUN
abr-367	138	8	between	between	ADP
abr-367	138	9	the	the	DET
abr-367	138	10	manager	manager	NOUN
abr-367	138	11	and	and	CCONJ
abr-367	138	12	employees	employee	NOUN
abr-367	138	13	will	will	AUX
abr-367	138	14	have	have	VERB
abr-367	138	15	a	a	DET
abr-367	138	16	significant	significant	ADJ
abr-367	138	17	effect	effect	NOUN
abr-367	138	18	on	on	ADP
abr-367	138	19	employee	employee	NOUN
abr-367	138	20	satisfaction	satisfaction	NOUN
abr-367	138	21	measures	measure	NOUN
abr-367	138	22	.	.	PUNCT
abr-367	139	1	19	19	NUM
abr-367	139	2	h6	h6	PROPN
abr-367	139	3	(	(	PUNCT
abr-367	139	4	interactional	interactional	ADJ
abr-367	139	5	justice	justice	NOUN
abr-367	139	6	):	):	PUNCT
abr-367	139	7	interpersonal	interpersonal	ADJ
abr-367	139	8	interactions	interaction	NOUN
abr-367	139	9	(	(	PUNCT
abr-367	139	10	non	non	ADJ
abr-367	139	11	-	-	ADJ
abr-367	139	12	financial	financial	ADJ
abr-367	139	13	rewards	reward	NOUN
abr-367	139	14	like	like	ADP
abr-367	139	15	employee	employee	NOUN
abr-367	139	16	of	of	ADP
abr-367	139	17	the	the	DET
abr-367	139	18	month	month	NOUN
abr-367	139	19	,	,	PUNCT
abr-367	139	20	a	a	DET
abr-367	139	21	preferred	preferred	ADJ
abr-367	139	22	parking	parking	NOUN
abr-367	139	23	space	space	NOUN
abr-367	139	24	,	,	PUNCT
abr-367	139	25	a	a	DET
abr-367	139	26	plaque	plaque	NOUN
abr-367	139	27	,	,	PUNCT
abr-367	139	28	a	a	DET
abr-367	139	29	pat	pat	NOUN
abr-367	139	30	on	on	ADP
abr-367	139	31	the	the	DET
abr-367	139	32	back	back	NOUN
abr-367	139	33	,	,	PUNCT
abr-367	139	34	or	or	CCONJ
abr-367	139	35	a	a	DET
abr-367	139	36	thank	thank	NOUN
abr-367	139	37	you	you	PRON
abr-367	139	38	)	)	PUNCT
abr-367	139	39	between	between	ADP
abr-367	139	40	the	the	DET
abr-367	139	41	manager	manager	NOUN
abr-367	139	42	and	and	CCONJ
abr-367	139	43	employees	employee	NOUN
abr-367	139	44	will	will	AUX
abr-367	139	45	have	have	VERB
abr-367	139	46	a	a	DET
abr-367	139	47	significant	significant	ADJ
abr-367	139	48	effect	effect	NOUN
abr-367	139	49	on	on	ADP
abr-367	139	50	employee	employee	NOUN
abr-367	139	51	tenure	tenure	NOUN
abr-367	139	52	and	and	CCONJ
abr-367	139	53	turnover	turnover	NOUN
abr-367	139	54	.	.	PUNCT
abr-367	140	1	h7	h7	PROPN
abr-367	140	2	(	(	PUNCT
abr-367	140	3	interactional	interactional	ADJ
abr-367	140	4	justice	justice	NOUN
abr-367	140	5	):	):	PUNCT
abr-367	140	6	the	the	DET
abr-367	140	7	budget	budget	NOUN
abr-367	140	8	for	for	ADP
abr-367	140	9	non	non	ADJ
abr-367	140	10	-	-	ADJ
abr-367	140	11	financial	financial	ADJ
abr-367	140	12	rewards	reward	NOUN
abr-367	140	13	will	will	AUX
abr-367	140	14	have	have	VERB
abr-367	140	15	a	a	DET
abr-367	140	16	significant	significant	ADJ
abr-367	140	17	effect	effect	NOUN
abr-367	140	18	on	on	ADP
abr-367	140	19	employee	employee	NOUN
abr-367	140	20	tenure	tenure	NOUN
abr-367	140	21	and	and	CCONJ
abr-367	140	22	turnover	turnover	NOUN
abr-367	140	23	.	.	PUNCT
abr-367	141	1	measurement	measurement	NOUN
abr-367	141	2	this	this	DET
abr-367	141	3	research	research	NOUN
abr-367	141	4	relied	rely	VERB
abr-367	141	5	on	on	ADP
abr-367	141	6	a	a	DET
abr-367	141	7	survey	survey	NOUN
abr-367	141	8	of	of	ADP
abr-367	141	9	customer	customer	NOUN
abr-367	141	10	service	service	NOUN
abr-367	141	11	managers	manager	NOUN
abr-367	141	12	across	across	ADP
abr-367	141	13	the	the	DET
abr-367	141	14	following	follow	VERB
abr-367	141	15	industries	industry	NOUN
abr-367	141	16	.	.	PUNCT
abr-367	142	1	the	the	DET
abr-367	142	2	surveys	survey	NOUN
abr-367	142	3	were	be	AUX
abr-367	142	4	collected	collect	VERB
abr-367	142	5	in	in	ADP
abr-367	142	6	the	the	DET
abr-367	142	7	united	united	PROPN
abr-367	142	8	states	states	PROPN
abr-367	142	9	and	and	CCONJ
abr-367	142	10	canada	canada	PROPN
abr-367	142	11	with	with	ADP
abr-367	142	12	the	the	DET
abr-367	142	13	majority	majority	NOUN
abr-367	142	14	of	of	ADP
abr-367	142	15	the	the	DET
abr-367	142	16	respondents	respondent	NOUN
abr-367	142	17	in	in	ADP
abr-367	142	18	the	the	DET
abr-367	142	19	united	united	PROPN
abr-367	142	20	states	states	PROPN
abr-367	142	21	.	.	PUNCT
abr-367	143	1	average	average	ADJ
abr-367	143	2	wages	wage	NOUN
abr-367	143	3	for	for	ADP
abr-367	143	4	new	new	ADJ
abr-367	143	5	/	/	SYM
abr-367	143	6	inexperienced	inexperienced	ADJ
abr-367	143	7	agents	agent	NOUN
abr-367	143	8	started	start	VERB
abr-367	143	9	at	at	ADP
abr-367	143	10	$	$	SYM
abr-367	143	11	11.59	11.59	NUM
abr-367	143	12	per	per	ADP
abr-367	143	13	hour	hour	NOUN
abr-367	143	14	.	.	PUNCT
abr-367	144	1	average	average	ADJ
abr-367	144	2	wages	wage	NOUN
abr-367	144	3	for	for	ADP
abr-367	144	4	new	new	ADJ
abr-367	144	5	experienced	experienced	ADJ
abr-367	144	6	agents	agent	NOUN
abr-367	144	7	were	be	AUX
abr-367	144	8	$	$	SYM
abr-367	144	9	12.79	12.79	NUM
abr-367	144	10	and	and	CCONJ
abr-367	144	11	average	average	ADJ
abr-367	144	12	wages	wage	NOUN
abr-367	144	13	for	for	ADP
abr-367	144	14	customer	customer	NOUN
abr-367	144	15	service	service	NOUN
abr-367	144	16	agents	agent	NOUN
abr-367	144	17	overall	overall	ADV
abr-367	144	18	were	be	AUX
abr-367	144	19	$	$	SYM
abr-367	144	20	14.19	14.19	NUM
abr-367	144	21	.	.	PUNCT
abr-367	145	1	ninety	ninety	NUM
abr-367	145	2	-	-	PUNCT
abr-367	145	3	two	two	NUM
abr-367	145	4	percent	percent	NOUN
abr-367	145	5	of	of	ADP
abr-367	145	6	respondents	respondent	NOUN
abr-367	145	7	were	be	AUX
abr-367	145	8	inbound	inbound	ADJ
abr-367	145	9	customer	customer	NOUN
abr-367	145	10	service	service	NOUN
abr-367	145	11	managers	manager	NOUN
abr-367	145	12	.	.	PUNCT
abr-367	146	1	eight	eight	NUM
abr-367	146	2	percent	percent	NOUN
abr-367	146	3	of	of	ADP
abr-367	146	4	respondents	respondent	NOUN
abr-367	146	5	were	be	AUX
abr-367	146	6	outbound	outbound	ADJ
abr-367	146	7	customer	customer	NOUN
abr-367	146	8	service	service	NOUN
abr-367	146	9	managers	manager	NOUN
abr-367	146	10	.	.	PUNCT
abr-367	147	1	eighty	eighty	NUM
abr-367	147	2	-	-	PUNCT
abr-367	147	3	nine	nine	NUM
abr-367	147	4	percent	percent	NOUN
abr-367	147	5	of	of	ADP
abr-367	147	6	those	those	DET
abr-367	147	7	surveyed	survey	VERB
abr-367	147	8	managed	manage	VERB
abr-367	147	9	agent	agent	NOUN
abr-367	147	10	-	-	PUNCT
abr-367	147	11	handled	handle	VERB
abr-367	147	12	contacts	contact	NOUN
abr-367	147	13	via	via	ADP
abr-367	147	14	telephone	telephone	NOUN
abr-367	147	15	(	(	PUNCT
abr-367	147	16	voice	voice	NOUN
abr-367	147	17	)	)	PUNCT
abr-367	147	18	.	.	PUNCT
abr-367	148	1	other	other	ADJ
abr-367	148	2	categories	category	NOUN
abr-367	148	3	included	include	VERB
abr-367	148	4	email	email	NOUN
abr-367	148	5	,	,	PUNCT
abr-367	148	6	webchat	webchat	PROPN
abr-367	148	7	,	,	PUNCT
abr-367	148	8	and	and	CCONJ
abr-367	148	9	others	other	NOUN
abr-367	148	10	on	on	ADP
abr-367	148	11	the	the	DET
abr-367	148	12	survey	survey	NOUN
abr-367	148	13	.	.	PUNCT
abr-367	149	1	one	one	NUM
abr-367	149	2	hundred	hundred	NUM
abr-367	149	3	and	and	CCONJ
abr-367	149	4	four	four	NUM
abr-367	149	5	surveys	survey	NOUN
abr-367	149	6	were	be	AUX
abr-367	149	7	returned	return	VERB
abr-367	149	8	.	.	PUNCT
abr-367	150	1	employee	employee	NOUN
abr-367	150	2	commitment	commitment	NOUN
abr-367	150	3	measures	measure	NOUN
abr-367	150	4	included	include	VERB
abr-367	150	5	:	:	PUNCT
abr-367	150	6	annual	annual	ADJ
abr-367	150	7	turnover	turnover	NOUN
abr-367	150	8	percentage	percentage	NOUN
abr-367	150	9	and	and	CCONJ
abr-367	150	10	the	the	DET
abr-367	150	11	average	average	ADJ
abr-367	150	12	tenure	tenure	NOUN
abr-367	150	13	in	in	ADP
abr-367	150	14	months	month	NOUN
abr-367	150	15	.	.	PUNCT
abr-367	151	1	distributive	distributive	ADJ
abr-367	151	2	justice	justice	NOUN
abr-367	151	3	measures	measure	NOUN
abr-367	151	4	included	include	VERB
abr-367	151	5	average	average	ADJ
abr-367	151	6	wages	wage	NOUN
abr-367	151	7	,	,	PUNCT
abr-367	151	8	financial	financial	ADJ
abr-367	151	9	incentives	incentive	NOUN
abr-367	151	10	,	,	PUNCT
abr-367	151	11	and	and	CCONJ
abr-367	151	12	benefits	benefit	NOUN
abr-367	151	13	.	.	PUNCT
abr-367	152	1	procedural	procedural	ADJ
abr-367	152	2	justice	justice	NOUN
abr-367	152	3	was	be	AUX
abr-367	152	4	measured	measure	VERB
abr-367	152	5	by	by	ADP
abr-367	152	6	asking	ask	VERB
abr-367	152	7	customer	customer	NOUN
abr-367	152	8	service	service	NOUN
abr-367	152	9	managers	manager	NOUN
abr-367	152	10	about	about	ADP
abr-367	152	11	policies	policy	NOUN
abr-367	152	12	.	.	PUNCT
abr-367	153	1	"	"	PUNCT
abr-367	153	2	have	have	AUX
abr-367	153	3	you	you	PRON
abr-367	153	4	as	as	ADP
abr-367	153	5	a	a	DET
abr-367	153	6	site	site	NOUN
abr-367	153	7	manager	manager	NOUN
abr-367	153	8	been	be	AUX
abr-367	153	9	trained	train	VERB
abr-367	153	10	yourself	yourself	PRON
abr-367	153	11	and/or	and/or	CCONJ
abr-367	153	12	trained	train	VERB
abr-367	153	13	front	front	ADJ
abr-367	153	14	line	line	NOUN
abr-367	153	15	supervisory	supervisory	ADJ
abr-367	153	16	personnel	personnel	NOUN
abr-367	153	17	in	in	ADP
abr-367	153	18	the	the	DET
abr-367	153	19	techniques	technique	NOUN
abr-367	153	20	of	of	ADP
abr-367	153	21	appropriate	appropriate	ADJ
abr-367	153	22	interpersonal	interpersonal	ADJ
abr-367	153	23	/	/	SYM
abr-367	153	24	communication	communication	NOUN
abr-367	153	25	skills	skill	NOUN
abr-367	153	26	?	?	PUNCT
abr-367	153	27	"	"	PUNCT
abr-367	153	28	possible	possible	ADJ
abr-367	153	29	responses	response	NOUN
abr-367	153	30	included	include	VERB
abr-367	153	31	:	:	PUNCT
abr-367	153	32	yes	yes	INTJ
abr-367	153	33	,	,	PUNCT
abr-367	153	34	i	i	PRON
abr-367	153	35	am	be	AUX
abr-367	153	36	sure	sure	ADJ
abr-367	153	37	this	this	PRON
abr-367	153	38	regularly	regularly	ADV
abr-367	153	39	happens	happen	VERB
abr-367	153	40	;	;	PUNCT
abr-367	153	41	yes	yes	INTJ
abr-367	153	42	,	,	PUNCT
abr-367	153	43	but	but	CCONJ
abr-367	153	44	this	this	PRON
abr-367	153	45	does	do	AUX
abr-367	153	46	not	not	PART
abr-367	153	47	regularly	regularly	ADV
abr-367	153	48	happen	happen	VERB
abr-367	153	49	;	;	PUNCT
abr-367	153	50	and	and	CCONJ
abr-367	153	51	no	no	INTJ
abr-367	153	52	,	,	PUNCT
abr-367	153	53	we	we	PRON
abr-367	153	54	do	do	AUX
abr-367	153	55	not	not	PART
abr-367	153	56	consistently	consistently	ADV
abr-367	153	57	train	train	VERB
abr-367	153	58	supervisory	supervisory	ADJ
abr-367	153	59	teams	team	NOUN
abr-367	153	60	.	.	PUNCT
abr-367	154	1	“	"	PUNCT
abr-367	154	2	what	what	PRON
abr-367	154	3	is	be	AUX
abr-367	154	4	the	the	DET
abr-367	154	5	number	number	NOUN
abr-367	154	6	of	of	ADP
abr-367	154	7	paid	pay	VERB
abr-367	154	8	days	day	NOUN
abr-367	154	9	off	off	ADP
abr-367	154	10	per	per	ADP
abr-367	154	11	year	year	NOUN
abr-367	154	12	for	for	ADP
abr-367	154	13	customer	customer	NOUN
abr-367	154	14	service	service	NOUN
abr-367	154	15	representatives	representative	NOUN
abr-367	154	16	?	?	PUNCT
abr-367	154	17	”	"	PUNCT
abr-367	154	18	interactional	interactional	ADJ
abr-367	154	19	justice	justice	NOUN
abr-367	154	20	was	be	AUX
abr-367	154	21	measured	measure	VERB
abr-367	154	22	by	by	ADP
abr-367	154	23	asking	ask	VERB
abr-367	154	24	customer	customer	NOUN
abr-367	154	25	service	service	NOUN
abr-367	154	26	managers	manager	NOUN
abr-367	154	27	"	"	PUNCT
abr-367	154	28	how	how	SCONJ
abr-367	154	29	many	many	ADJ
abr-367	154	30	non	non	ADJ
abr-367	154	31	-	-	ADJ
abr-367	154	32	financial	financial	ADJ
abr-367	154	33	,	,	PUNCT
abr-367	154	34	other	other	ADJ
abr-367	154	35	13	13	NUM
abr-367	154	36	%	%	NOUN
abr-367	154	37	travel	travel	NOUN
abr-367	154	38	/	/	SYM
abr-367	154	39	hospitality	hospitality	NOUN
abr-367	154	40	11	11	NUM
abr-367	154	41	%	%	NOUN
abr-367	154	42	contact	contact	NOUN
abr-367	154	43	center	center	NOUN
abr-367	154	44	outsourcing	outsource	VERB
abr-367	154	45	2	2	NUM
abr-367	154	46	%	%	NOUN
abr-367	154	47	telecommunications	telecommunication	NOUN
abr-367	154	48	8	8	NUM
abr-367	154	49	%	%	NOUN
abr-367	154	50	utility	utility	NOUN
abr-367	154	51	3	3	NUM
abr-367	154	52	%	%	NOUN
abr-367	154	53	retail	retail	NOUN
abr-367	154	54	/	/	SYM
abr-367	154	55	catalog	catalog	NOUN
abr-367	154	56	11	11	NUM
abr-367	154	57	%	%	NOUN
abr-367	154	58	health	health	NOUN
abr-367	154	59	care	care	NOUN
abr-367	154	60	5	5	NUM
abr-367	154	61	%	%	NOUN
abr-367	154	62	insurance	insurance	NOUN
abr-367	154	63	26	26	NUM
abr-367	154	64	%	%	NOUN
abr-367	154	65	financial	financial	ADJ
abr-367	154	66	services	service	NOUN
abr-367	154	67	21	21	NUM
abr-367	154	68	%	%	NOUN
abr-367	154	69	20	20	NUM
abr-367	154	70	positive	positive	ADJ
abr-367	154	71	interpersonal	interpersonal	ADJ
abr-367	154	72	interactions	interaction	NOUN
abr-367	154	73	take	take	VERB
abr-367	154	74	place	place	NOUN
abr-367	154	75	between	between	ADP
abr-367	154	76	you	you	PRON
abr-367	154	77	and	and	CCONJ
abr-367	154	78	your	your	PRON
abr-367	154	79	employees	employee	NOUN
abr-367	154	80	on	on	ADP
abr-367	154	81	a	a	DET
abr-367	154	82	yearly	yearly	ADJ
abr-367	154	83	basis	basis	NOUN
abr-367	154	84	?	?	PUNCT
abr-367	154	85	"	"	PUNCT
abr-367	155	1	possible	possible	ADJ
abr-367	155	2	responses	response	NOUN
abr-367	155	3	included	include	VERB
abr-367	155	4	:	:	PUNCT
abr-367	155	5	none	none	NOUN
abr-367	155	6	,	,	PUNCT
abr-367	155	7	1	1	NUM
abr-367	155	8	-	-	SYM
abr-367	155	9	12	12	NUM
abr-367	155	10	per	per	ADP
abr-367	155	11	year	year	NOUN
abr-367	155	12	,	,	PUNCT
abr-367	155	13	13	13	NUM
abr-367	155	14	-	-	SYM
abr-367	155	15	24	24	NUM
abr-367	155	16	per	per	ADP
abr-367	155	17	year	year	NOUN
abr-367	155	18	,	,	PUNCT
abr-367	155	19	and	and	CCONJ
abr-367	155	20	25	25	NUM
abr-367	155	21	or	or	CCONJ
abr-367	155	22	more	more	ADJ
abr-367	155	23	per	per	ADP
abr-367	155	24	year	year	NOUN
abr-367	155	25	.	.	PUNCT
abr-367	156	1	managers	manager	NOUN
abr-367	156	2	were	be	AUX
abr-367	156	3	also	also	ADV
abr-367	156	4	asked	ask	VERB
abr-367	156	5	what	what	PRON
abr-367	156	6	the	the	DET
abr-367	156	7	annual	annual	ADJ
abr-367	156	8	budget	budget	NOUN
abr-367	156	9	was	be	AUX
abr-367	156	10	for	for	ADP
abr-367	156	11	non	non	ADJ
abr-367	156	12	-	-	ADJ
abr-367	156	13	financial	financial	ADJ
abr-367	156	14	rewards	reward	NOUN
abr-367	156	15	.	.	PUNCT
abr-367	157	1	results	result	NOUN
abr-367	157	2	distributive	distributive	ADJ
abr-367	157	3	justice	justice	NOUN
abr-367	157	4	h1	h1	PROPN
abr-367	157	5	:	:	PUNCT
abr-367	157	6	average	average	ADJ
abr-367	157	7	wages	wage	NOUN
abr-367	157	8	will	will	AUX
abr-367	157	9	have	have	VERB
abr-367	157	10	a	a	DET
abr-367	157	11	significant	significant	ADJ
abr-367	157	12	positive	positive	ADJ
abr-367	157	13	relationship	relationship	NOUN
abr-367	157	14	with	with	ADP
abr-367	157	15	tenure	tenure	NOUN
abr-367	157	16	and	and	CCONJ
abr-367	157	17	a	a	DET
abr-367	157	18	significant	significant	ADJ
abr-367	157	19	negative	negative	ADJ
abr-367	157	20	relationship	relationship	NOUN
abr-367	157	21	with	with	ADP
abr-367	157	22	turnover	turnover	NOUN
abr-367	157	23	.	.	PUNCT
abr-367	158	1	the	the	DET
abr-367	158	2	data	datum	NOUN
abr-367	158	3	in	in	ADP
abr-367	158	4	table	table	NOUN
abr-367	158	5	1	1	NUM
abr-367	158	6	supports	support	VERB
abr-367	158	7	both	both	DET
abr-367	158	8	parts	part	NOUN
abr-367	158	9	of	of	ADP
abr-367	158	10	the	the	DET
abr-367	158	11	first	first	ADJ
abr-367	158	12	distributive	distributive	ADJ
abr-367	158	13	justice	justice	NOUN
abr-367	158	14	hypothesis	hypothesis	NOUN
abr-367	158	15	.	.	PUNCT
abr-367	159	1	average	average	ADJ
abr-367	159	2	wages	wage	NOUN
abr-367	159	3	did	do	AUX
abr-367	159	4	correlate	correlate	VERB
abr-367	159	5	significantly	significantly	ADV
abr-367	159	6	both	both	PRON
abr-367	159	7	with	with	ADP
abr-367	159	8	agent	agent	NOUN
abr-367	159	9	turnover	turnover	NOUN
abr-367	159	10	and	and	CCONJ
abr-367	159	11	agent	agent	NOUN
abr-367	159	12	tenure	tenure	NOUN
abr-367	159	13	.	.	PUNCT
abr-367	160	1	the	the	DET
abr-367	160	2	positive	positive	ADJ
abr-367	160	3	relationship	relationship	NOUN
abr-367	160	4	with	with	ADP
abr-367	160	5	tenure	tenure	NOUN
abr-367	160	6	and	and	CCONJ
abr-367	160	7	the	the	DET
abr-367	160	8	negative	negative	ADJ
abr-367	160	9	relationship	relationship	NOUN
abr-367	160	10	with	with	ADP
abr-367	160	11	turnover	turnover	NOUN
abr-367	160	12	was	be	AUX
abr-367	160	13	as	as	SCONJ
abr-367	160	14	expected	expect	VERB
abr-367	160	15	.	.	PUNCT
abr-367	161	1	table	table	NOUN
abr-367	161	2	1	1	NUM
abr-367	161	3	–	–	PUNCT
abr-367	161	4	correlations	correlation	NOUN
abr-367	161	5	for	for	ADP
abr-367	161	6	average	average	ADJ
abr-367	161	7	wage	wage	NOUN
abr-367	161	8	pearson	pearson	NOUN
abr-367	161	9	correlation	correlation	NOUN
abr-367	161	10	(	(	PUNCT
abr-367	161	11	significance	significance	NOUN
abr-367	161	12	)	)	PUNCT
abr-367	161	13	agent	agent	NOUN
abr-367	161	14	turnover	turnover	NOUN
abr-367	161	15	agent	agent	NOUN
abr-367	161	16	tenure	tenure	NOUN
abr-367	161	17	average	average	ADJ
abr-367	161	18	wage	wage	NOUN
abr-367	161	19	-0.529	-0.529	NOUN
abr-367	161	20	*	*	X
abr-367	161	21	*	*	NOUN
abr-367	161	22	0.476	0.476	NUM
abr-367	161	23	*	*	NOUN
abr-367	161	24	*	*	PUNCT
abr-367	161	25	n	n	PROPN
abr-367	161	26	=	=	SYM
abr-367	161	27	104	104	NUM
abr-367	162	1	*	*	PUNCT
abr-367	162	2	*	*	PUNCT
abr-367	162	3	p	p	NOUN
abr-367	162	4	-	-	PUNCT
abr-367	162	5	value	value	NOUN
abr-367	162	6	<	<	X
abr-367	162	7	0.01	0.01	NUM
abr-367	162	8	h2	h2	NOUN
abr-367	162	9	:	:	PUNCT
abr-367	162	10	financial	financial	ADJ
abr-367	162	11	incentives	incentive	NOUN
abr-367	162	12	will	will	AUX
abr-367	162	13	have	have	VERB
abr-367	162	14	a	a	DET
abr-367	162	15	significant	significant	ADJ
abr-367	162	16	positive	positive	ADJ
abr-367	162	17	relationship	relationship	NOUN
abr-367	162	18	with	with	ADP
abr-367	162	19	tenure	tenure	NOUN
abr-367	162	20	and	and	CCONJ
abr-367	162	21	a	a	DET
abr-367	162	22	significant	significant	ADJ
abr-367	162	23	negative	negative	ADJ
abr-367	162	24	relationship	relationship	NOUN
abr-367	162	25	with	with	ADP
abr-367	162	26	turnover	turnover	NOUN
abr-367	162	27	.	.	PUNCT
abr-367	163	1	the	the	DET
abr-367	163	2	results	result	NOUN
abr-367	163	3	in	in	ADP
abr-367	163	4	table	table	NOUN
abr-367	163	5	2	2	NUM
abr-367	163	6	show	show	VERB
abr-367	163	7	that	that	SCONJ
abr-367	163	8	the	the	DET
abr-367	163	9	amount	amount	NOUN
abr-367	163	10	of	of	ADP
abr-367	163	11	budget	budget	NOUN
abr-367	163	12	that	that	PRON
abr-367	163	13	was	be	AUX
abr-367	163	14	allocated	allocate	VERB
abr-367	163	15	to	to	ADP
abr-367	163	16	financial	financial	ADJ
abr-367	163	17	incentives	incentive	NOUN
abr-367	163	18	did	do	AUX
abr-367	163	19	not	not	PART
abr-367	163	20	have	have	VERB
abr-367	163	21	any	any	DET
abr-367	163	22	statistically	statistically	ADV
abr-367	163	23	significant	significant	ADJ
abr-367	163	24	effect	effect	NOUN
abr-367	163	25	on	on	ADP
abr-367	163	26	either	either	CCONJ
abr-367	163	27	agent	agent	NOUN
abr-367	163	28	tenure	tenure	NOUN
abr-367	163	29	or	or	CCONJ
abr-367	163	30	agent	agent	NOUN
abr-367	163	31	turnover	turnover	NOUN
abr-367	163	32	.	.	PUNCT
abr-367	164	1	table	table	NOUN
abr-367	164	2	2	2	NUM
abr-367	164	3	–	–	PUNCT
abr-367	164	4	correlations	correlation	NOUN
abr-367	164	5	for	for	ADP
abr-367	164	6	financial	financial	ADJ
abr-367	164	7	incentives	incentive	NOUN
abr-367	164	8	pearson	pearson	NOUN
abr-367	164	9	correlation	correlation	NOUN
abr-367	164	10	(	(	PUNCT
abr-367	164	11	significance	significance	NOUN
abr-367	164	12	)	)	PUNCT
abr-367	164	13	agent	agent	NOUN
abr-367	164	14	tenure	tenure	NOUN
abr-367	164	15	agent	agent	NOUN
abr-367	164	16	turnover	turnover	NOUN
abr-367	164	17	budget	budget	NOUN
abr-367	164	18	for	for	ADP
abr-367	164	19	financial	financial	ADJ
abr-367	164	20	incentive	incentive	NOUN
abr-367	164	21	-0.011	-0.011	PUNCT
abr-367	165	1	ns	ns	NUM
abr-367	165	2	-0.120	-0.120	NUM
abr-367	165	3	ns	ns	NUM
abr-367	165	4	n	n	NOUN
abr-367	165	5	=	=	SYM
abr-367	165	6	64	64	NUM
abr-367	165	7	ns	ns	NUM
abr-367	165	8	not	not	PART
abr-367	165	9	significant	significant	ADJ
abr-367	165	10	(	(	PUNCT
abr-367	165	11	p	p	NOUN
abr-367	165	12	-	-	PUNCT
abr-367	165	13	value	value	NOUN
abr-367	165	14	>	>	X
abr-367	165	15	0.10	0.10	NUM
abr-367	165	16	)	)	PUNCT
abr-367	165	17	h3	h3	NOUN
abr-367	165	18	:	:	PUNCT
abr-367	165	19	benefits	benefit	NOUN
abr-367	165	20	will	will	AUX
abr-367	165	21	have	have	VERB
abr-367	165	22	a	a	DET
abr-367	165	23	significant	significant	ADJ
abr-367	165	24	positive	positive	ADJ
abr-367	165	25	relationship	relationship	NOUN
abr-367	165	26	with	with	ADP
abr-367	165	27	tenure	tenure	NOUN
abr-367	165	28	and	and	CCONJ
abr-367	165	29	a	a	DET
abr-367	165	30	significant	significant	ADJ
abr-367	165	31	negative	negative	ADJ
abr-367	165	32	relationship	relationship	NOUN
abr-367	165	33	with	with	ADP
abr-367	165	34	turnover	turnover	NOUN
abr-367	165	35	.	.	PUNCT
abr-367	166	1	the	the	DET
abr-367	166	2	results	result	NOUN
abr-367	166	3	in	in	ADP
abr-367	166	4	table	table	NOUN
abr-367	166	5	3	3	NUM
abr-367	166	6	below	below	ADP
abr-367	166	7	reveal	reveal	VERB
abr-367	166	8	that	that	SCONJ
abr-367	166	9	total	total	ADJ
abr-367	166	10	combined	combined	ADJ
abr-367	166	11	benefits	benefit	NOUN
abr-367	166	12	had	have	VERB
abr-367	166	13	a	a	DET
abr-367	166	14	marginal	marginal	ADJ
abr-367	166	15	negative	negative	ADJ
abr-367	166	16	correlation	correlation	NOUN
abr-367	166	17	with	with	ADP
abr-367	166	18	agent	agent	NOUN
abr-367	166	19	turnover	turnover	NOUN
abr-367	166	20	(	(	PUNCT
abr-367	166	21	p	p	NOUN
abr-367	166	22	-	-	PUNCT
abr-367	166	23	value	value	NOUN
abr-367	166	24	=	=	NOUN
abr-367	166	25	0.053	0.053	NUM
abr-367	166	26	)	)	PUNCT
abr-367	166	27	.	.	PUNCT
abr-367	167	1	however	however	ADV
abr-367	167	2	,	,	PUNCT
abr-367	167	3	there	there	PRON
abr-367	167	4	was	be	VERB
abr-367	167	5	no	no	DET
abr-367	167	6	statistically	statistically	ADV
abr-367	167	7	significant	significant	ADJ
abr-367	167	8	relationship	relationship	NOUN
abr-367	167	9	between	between	ADP
abr-367	167	10	agent	agent	NOUN
abr-367	167	11	tenure	tenure	NOUN
abr-367	167	12	and	and	CCONJ
abr-367	167	13	total	total	ADJ
abr-367	167	14	benefits	benefit	NOUN
abr-367	167	15	.	.	PUNCT
abr-367	168	1	table	table	NOUN
abr-367	168	2	3	3	NUM
abr-367	168	3	–	–	PUNCT
abr-367	168	4	correlations	correlation	NOUN
abr-367	168	5	for	for	ADP
abr-367	168	6	total	total	ADJ
abr-367	168	7	benefits	benefit	NOUN
abr-367	168	8	pearson	pearson	NOUN
abr-367	168	9	correlation	correlation	NOUN
abr-367	168	10	(	(	PUNCT
abr-367	168	11	significance	significance	NOUN
abr-367	168	12	)	)	PUNCT
abr-367	168	13	agent	agent	NOUN
abr-367	168	14	tenure	tenure	NOUN
abr-367	168	15	agent	agent	NOUN
abr-367	168	16	turnover	turnover	NOUN
abr-367	168	17	total	total	NOUN
abr-367	168	18	benefits	benefit	NOUN
abr-367	169	1	0.080	0.080	NUM
abr-367	169	2	ns	ns	NUM
abr-367	169	3	-0.165†	-0.165†	PROPN
abr-367	169	4	21	21	NUM
abr-367	169	5	n	n	PROPN
abr-367	169	6	=	=	SYM
abr-367	169	7	97	97	NUM
abr-367	169	8	†	†	NOUN
abr-367	169	9	p	p	NOUN
abr-367	169	10	-	-	PUNCT
abr-367	169	11	value	value	NOUN
abr-367	169	12	<	<	X
abr-367	169	13	0.10	0.10	NUM
abr-367	169	14	ns	ns	NUM
abr-367	169	15	not	not	PART
abr-367	169	16	significant	significant	ADJ
abr-367	169	17	(	(	PUNCT
abr-367	169	18	p	p	NOUN
abr-367	169	19	-	-	PUNCT
abr-367	169	20	value	value	NOUN
abr-367	169	21	>	>	X
abr-367	169	22	0.10	0.10	NUM
abr-367	169	23	)	)	PUNCT
abr-367	169	24	procedural	procedural	ADJ
abr-367	169	25	justice	justice	NOUN
abr-367	169	26	h4	h4	PROPN
abr-367	169	27	:	:	PUNCT
abr-367	170	1	the	the	DET
abr-367	170	2	presence	presence	NOUN
abr-367	170	3	of	of	ADP
abr-367	170	4	a	a	DET
abr-367	170	5	policy	policy	NOUN
abr-367	170	6	on	on	ADP
abr-367	170	7	interpersonal	interpersonal	ADJ
abr-367	170	8	training	training	NOUN
abr-367	170	9	for	for	ADP
abr-367	170	10	managers	manager	NOUN
abr-367	170	11	will	will	AUX
abr-367	170	12	have	have	VERB
abr-367	170	13	a	a	DET
abr-367	170	14	significant	significant	ADJ
abr-367	170	15	positive	positive	ADJ
abr-367	170	16	relationship	relationship	NOUN
abr-367	170	17	with	with	ADP
abr-367	170	18	tenure	tenure	NOUN
abr-367	170	19	and	and	CCONJ
abr-367	170	20	a	a	DET
abr-367	170	21	significant	significant	ADJ
abr-367	170	22	negative	negative	ADJ
abr-367	170	23	relationship	relationship	NOUN
abr-367	170	24	with	with	ADP
abr-367	170	25	turnover	turnover	NOUN
abr-367	170	26	.	.	PUNCT
abr-367	171	1	table	table	NOUN
abr-367	171	2	4	4	NUM
abr-367	171	3	–	–	PUNCT
abr-367	171	4	anova	anova	PROPN
abr-367	171	5	analysis	analysis	NOUN
abr-367	171	6	anova	anova	PROPN
abr-367	171	7	dependent	dependent	ADJ
abr-367	171	8	variable	variable	ADJ
abr-367	171	9	metrics	metric	NOUN
abr-367	171	10	sum	sum	NOUN
abr-367	171	11	of	of	ADP
abr-367	171	12	squares	square	NOUN
abr-367	171	13	df	df	PROPN
abr-367	171	14	mean	mean	VERB
abr-367	171	15	square	square	ADJ
abr-367	171	16	error	error	NOUN
abr-367	171	17	f	f	PROPN
abr-367	171	18	sig	sig	PROPN
abr-367	171	19	.	.	PUNCT
abr-367	172	1	agent	agent	NOUN
abr-367	172	2	turnover	turnover	NOUN
abr-367	172	3	between	between	ADP
abr-367	172	4	groups	group	NOUN
abr-367	172	5	5853.820	5853.820	NUM
abr-367	172	6	2	2	NUM
abr-367	172	7	2926.910	2926.910	NUM
abr-367	172	8	3.761	3.761	NUM
abr-367	172	9	0.027	0.027	NUM
abr-367	172	10	*	*	VERB
abr-367	172	11	within	within	ADP
abr-367	172	12	groups	group	NOUN
abr-367	172	13	70824.667	70824.667	NUM
abr-367	172	14	91	91	NUM
abr-367	172	15	778.293	778.293	NUM
abr-367	172	16	total	total	NOUN
abr-367	172	17	76678.487	76678.487	NUM
abr-367	172	18	93	93	NUM
abr-367	172	19	agent	agent	NOUN
abr-367	172	20	tenure	tenure	NOUN
abr-367	172	21	between	between	ADP
abr-367	172	22	groups	group	NOUN
abr-367	172	23	65.153	65.153	NUM
abr-367	172	24	2	2	NUM
abr-367	172	25	32.576	32.576	NUM
abr-367	172	26	0.030	0.030	NUM
abr-367	172	27	0.970	0.970	NUM
abr-367	172	28	ns	ns	NUM
abr-367	172	29	within	within	ADP
abr-367	172	30	groups	group	NOUN
abr-367	172	31	98296.901	98296.901	NUM
abr-367	172	32	91	91	NUM
abr-367	172	33	1080.186	1080.186	NUM
abr-367	172	34	total	total	NOUN
abr-367	172	35	98362.053	98362.053	NUM
abr-367	172	36	93	93	NUM
abr-367	172	37	least	least	ADV
abr-367	172	38	significant	significant	ADJ
abr-367	172	39	difference	difference	NOUN
abr-367	172	40	(	(	PUNCT
abr-367	172	41	lsd	lsd	NOUN
abr-367	172	42	)	)	PUNCT
abr-367	172	43	dependent	dependent	ADJ
abr-367	172	44	variable	variable	ADJ
abr-367	172	45	group	group	NOUN
abr-367	172	46	i	i	PRON
abr-367	172	47	group	group	NOUN
abr-367	173	1	j	j	PROPN
abr-367	173	2	mean	mean	ADJ
abr-367	173	3	difference	difference	NOUN
abr-367	173	4	(	(	PUNCT
abr-367	173	5	i	i	PROPN
abr-367	173	6	-	-	PUNCT
abr-367	173	7	j	j	NOUN
abr-367	173	8	)	)	PUNCT
abr-367	173	9	std	std	PROPN
abr-367	173	10	.	.	PUNCT
abr-367	173	11	error	error	NOUN
abr-367	173	12	sig	sig	NOUN
abr-367	173	13	.	.	PUNCT
abr-367	174	1	agent	agent	NOUN
abr-367	174	2	turnover	turnover	NOUN
abr-367	175	1	yes	yes	INTJ
abr-367	175	2	i	i	PRON
abr-367	175	3	am	be	AUX
abr-367	175	4	sure	sure	ADJ
abr-367	175	5	this	this	PRON
abr-367	175	6	regularly	regularly	ADV
abr-367	175	7	happens	happen	VERB
abr-367	175	8	yes	yes	ADV
abr-367	175	9	,	,	PUNCT
abr-367	175	10	but	but	CCONJ
abr-367	175	11	this	this	PRON
abr-367	175	12	does	do	AUX
abr-367	175	13	not	not	PART
abr-367	175	14	happen	happen	VERB
abr-367	175	15	regularly	regularly	ADV
abr-367	175	16	4.10015	4.10015	NUM
abr-367	175	17	6.74204	6.74204	NUM
abr-367	175	18	0.545	0.545	NUM
abr-367	175	19	ns	ns	INTJ
abr-367	176	1	yes	yes	INTJ
abr-367	176	2	i	i	PRON
abr-367	176	3	am	be	AUX
abr-367	176	4	sure	sure	ADJ
abr-367	176	5	this	this	PRON
abr-367	176	6	regularly	regularly	ADV
abr-367	176	7	happens	happen	VERB
abr-367	176	8	no	no	INTJ
abr-367	176	9	,	,	PUNCT
abr-367	176	10	we	we	PRON
abr-367	176	11	do	do	AUX
abr-367	176	12	not	not	PART
abr-367	176	13	consistently	consistently	ADV
abr-367	176	14	train	train	VERB
abr-367	176	15	and	and	CCONJ
abr-367	176	16	expect	expect	VERB
abr-367	176	17	a	a	DET
abr-367	176	18	supervisory	supervisory	ADJ
abr-367	176	19	team	team	NOUN
abr-367	176	20	-37.07485	-37.07485	PUNCT
abr-367	176	21	14.35930	14.35930	NUM
abr-367	176	22	0.011	0.011	NUM
abr-367	176	23	*	*	NOUN
abr-367	177	1	yes	yes	INTJ
abr-367	177	2	,	,	PUNCT
abr-367	177	3	but	but	CCONJ
abr-367	177	4	this	this	PRON
abr-367	177	5	does	do	AUX
abr-367	177	6	not	not	PART
abr-367	177	7	happen	happen	VERB
abr-367	177	8	regularly	regularly	ADV
abr-367	178	1	yes	yes	INTJ
abr-367	178	2	i	i	PRON
abr-367	178	3	am	be	AUX
abr-367	178	4	sure	sure	ADJ
abr-367	178	5	this	this	PRON
abr-367	178	6	regularly	regularly	ADV
abr-367	178	7	happens	happen	VERB
abr-367	178	8	-4.10015	-4.10015	VERB
abr-367	179	1	6.74204	6.74204	NUM
abr-367	179	2	0.545	0.545	NUM
abr-367	179	3	ns	ns	INTJ
abr-367	179	4	yes	yes	INTJ
abr-367	179	5	,	,	PUNCT
abr-367	179	6	but	but	CCONJ
abr-367	179	7	this	this	PRON
abr-367	179	8	does	do	AUX
abr-367	179	9	not	not	PART
abr-367	179	10	happen	happen	VERB
abr-367	179	11	regularly	regularly	ADV
abr-367	180	1	no	no	ADV
abr-367	180	2	,	,	PUNCT
abr-367	180	3	we	we	PRON
abr-367	180	4	do	do	AUX
abr-367	180	5	not	not	PART
abr-367	180	6	consistently	consistently	ADV
abr-367	180	7	train	train	VERB
abr-367	180	8	and	and	CCONJ
abr-367	180	9	expect	expect	VERB
abr-367	180	10	a	a	DET
abr-367	180	11	supervisory	supervisory	ADJ
abr-367	180	12	team	team	NOUN
abr-367	180	13	-41.17500	-41.17500	NUM
abr-367	180	14	15.11331	15.11331	NUM
abr-367	180	15	0.008	0.008	NUM
abr-367	180	16	*	*	NOUN
abr-367	180	17	*	*	PUNCT
abr-367	180	18	ns	ns	PROPN
abr-367	180	19	not	not	PART
abr-367	180	20	significant	significant	ADJ
abr-367	180	21	(	(	PUNCT
abr-367	180	22	p	p	NOUN
abr-367	180	23	-	-	PUNCT
abr-367	180	24	value	value	NOUN
abr-367	180	25	>	>	X
abr-367	180	26	0.10	0.10	NUM
abr-367	180	27	)	)	PUNCT
abr-367	180	28	†	†	NOUN
abr-367	180	29	p	p	NOUN
abr-367	180	30	-	-	PUNCT
abr-367	180	31	value	value	NOUN
abr-367	180	32	<	<	X
abr-367	180	33	0.10	0.10	NUM
abr-367	180	34	*	*	PUNCT
abr-367	180	35	p	p	NOUN
abr-367	180	36	-	-	PUNCT
abr-367	180	37	value	value	NOUN
abr-367	180	38	<	<	X
abr-367	180	39	0.05	0.05	NUM
abr-367	180	40	*	*	PUNCT
abr-367	180	41	*	*	PUNCT
abr-367	180	42	p	p	NOUN
abr-367	180	43	-	-	PUNCT
abr-367	180	44	value	value	NOUN
abr-367	180	45	<	<	X
abr-367	180	46	0.01	0.01	NUM
abr-367	180	47	*	*	PUNCT
abr-367	180	48	*	*	PUNCT
abr-367	180	49	*	*	PUNCT
abr-367	180	50	p	p	NOUN
abr-367	180	51	-	-	PUNCT
abr-367	180	52	value	value	NOUN
abr-367	180	53	<	<	X
abr-367	180	54	0.001	0.001	NUM
abr-367	180	55	22	22	NUM
abr-367	180	56	the	the	DET
abr-367	180	57	data	datum	NOUN
abr-367	180	58	in	in	ADP
abr-367	180	59	table	table	NOUN
abr-367	180	60	4	4	NUM
abr-367	180	61	show	show	VERB
abr-367	180	62	no	no	DET
abr-367	180	63	relationship	relationship	NOUN
abr-367	180	64	between	between	ADP
abr-367	180	65	agent	agent	NOUN
abr-367	180	66	tenure	tenure	NOUN
abr-367	180	67	and	and	CCONJ
abr-367	180	68	the	the	DET
abr-367	180	69	presence	presence	NOUN
abr-367	180	70	of	of	ADP
abr-367	180	71	a	a	DET
abr-367	180	72	policy	policy	NOUN
abr-367	180	73	on	on	ADP
abr-367	180	74	interpersonal	interpersonal	ADJ
abr-367	180	75	training	training	NOUN
abr-367	180	76	for	for	ADP
abr-367	180	77	managers	manager	NOUN
abr-367	180	78	.	.	PUNCT
abr-367	181	1	regarding	regard	VERB
abr-367	181	2	agent	agent	NOUN
abr-367	181	3	turnover	turnover	NOUN
abr-367	181	4	,	,	PUNCT
abr-367	181	5	the	the	DET
abr-367	181	6	results	result	NOUN
abr-367	181	7	are	be	AUX
abr-367	181	8	far	far	ADV
abr-367	181	9	more	more	ADV
abr-367	181	10	interesting	interesting	ADJ
abr-367	181	11	.	.	PUNCT
abr-367	182	1	it	it	PRON
abr-367	182	2	seems	seem	VERB
abr-367	182	3	that	that	SCONJ
abr-367	182	4	if	if	SCONJ
abr-367	182	5	you	you	PRON
abr-367	182	6	have	have	VERB
abr-367	182	7	any	any	DET
abr-367	182	8	policy	policy	NOUN
abr-367	182	9	in	in	ADP
abr-367	182	10	place	place	NOUN
abr-367	182	11	regarding	regard	VERB
abr-367	182	12	interpersonal	interpersonal	ADJ
abr-367	182	13	training	training	NOUN
abr-367	182	14	for	for	ADP
abr-367	182	15	managers	manager	NOUN
abr-367	182	16	it	it	PRON
abr-367	182	17	is	be	AUX
abr-367	182	18	going	go	VERB
abr-367	182	19	to	to	PART
abr-367	182	20	be	be	AUX
abr-367	182	21	statistically	statistically	ADV
abr-367	182	22	better	well	ADJ
abr-367	182	23	than	than	ADP
abr-367	182	24	having	have	VERB
abr-367	182	25	nothing	nothing	PRON
abr-367	182	26	at	at	ADV
abr-367	182	27	all	all	ADV
abr-367	182	28	.	.	PUNCT
abr-367	183	1	h5	h5	PROPN
abr-367	183	2	:	:	PUNCT
abr-367	183	3	the	the	DET
abr-367	183	4	paid	pay	VERB
abr-367	183	5	time	time	NOUN
abr-367	183	6	off	off	ADP
abr-367	183	7	policy	policy	NOUN
abr-367	183	8	will	will	AUX
abr-367	183	9	have	have	VERB
abr-367	183	10	a	a	DET
abr-367	183	11	significant	significant	ADJ
abr-367	183	12	positive	positive	ADJ
abr-367	183	13	relationship	relationship	NOUN
abr-367	183	14	with	with	ADP
abr-367	183	15	tenure	tenure	NOUN
abr-367	183	16	and	and	CCONJ
abr-367	183	17	a	a	DET
abr-367	183	18	significant	significant	ADJ
abr-367	183	19	negative	negative	ADJ
abr-367	183	20	relationship	relationship	NOUN
abr-367	183	21	with	with	ADP
abr-367	183	22	turnover	turnover	NOUN
abr-367	183	23	.	.	PUNCT
abr-367	184	1	table	table	NOUN
abr-367	184	2	5	5	NUM
abr-367	184	3	–	–	PUNCT
abr-367	184	4	correlations	correlation	NOUN
abr-367	184	5	for	for	ADP
abr-367	184	6	paid	pay	VERB
abr-367	184	7	time	time	NOUN
abr-367	184	8	off	off	ADP
abr-367	184	9	(	(	PUNCT
abr-367	184	10	pto	pto	PROPN
abr-367	184	11	)	)	PUNCT
abr-367	184	12	pearson	pearson	PROPN
abr-367	184	13	correlation	correlation	NOUN
abr-367	184	14	(	(	PUNCT
abr-367	184	15	significance	significance	NOUN
abr-367	184	16	)	)	PUNCT
abr-367	184	17	agent	agent	NOUN
abr-367	184	18	tenure	tenure	NOUN
abr-367	184	19	agent	agent	NOUN
abr-367	184	20	turnover	turnover	NOUN
abr-367	184	21	pto	pto	PROPN
abr-367	184	22	days	day	NOUN
abr-367	184	23	per	per	ADP
abr-367	184	24	year	year	NOUN
abr-367	184	25	0.302	0.302	NUM
abr-367	184	26	*	*	PUNCT
abr-367	184	27	*	*	PUNCT
abr-367	184	28	*	*	PUNCT
abr-367	184	29	-0.111ns	-0.111ns	PROPN
abr-367	184	30	n	n	NOUN
abr-367	184	31	=	=	SYM
abr-367	184	32	104	104	NUM
abr-367	184	33	ns	ns	NUM
abr-367	184	34	not	not	PART
abr-367	184	35	significant	significant	ADJ
abr-367	184	36	(	(	PUNCT
abr-367	184	37	p	p	NOUN
abr-367	184	38	-	-	PUNCT
abr-367	184	39	value	value	NOUN
abr-367	184	40	>	>	X
abr-367	184	41	0.10	0.10	NUM
abr-367	184	42	)	)	PUNCT
abr-367	184	43	*	*	PUNCT
abr-367	185	1	*	*	PUNCT
abr-367	185	2	*	*	PUNCT
abr-367	185	3	p	p	NOUN
abr-367	185	4	-	-	PUNCT
abr-367	185	5	value	value	NOUN
abr-367	185	6	<	<	X
abr-367	185	7	0.001	0.001	NUM
abr-367	185	8	table	table	NOUN
abr-367	185	9	5	5	NUM
abr-367	185	10	illustrates	illustrate	VERB
abr-367	185	11	that	that	SCONJ
abr-367	185	12	while	while	SCONJ
abr-367	185	13	paid	pay	VERB
abr-367	185	14	time	time	NOUN
abr-367	185	15	off	off	ADP
abr-367	185	16	did	do	AUX
abr-367	185	17	not	not	PART
abr-367	185	18	have	have	VERB
abr-367	185	19	any	any	DET
abr-367	185	20	significant	significant	ADJ
abr-367	185	21	statistical	statistical	ADJ
abr-367	185	22	relationship	relationship	NOUN
abr-367	185	23	with	with	ADP
abr-367	185	24	agent	agent	NOUN
abr-367	185	25	turnover	turnover	NOUN
abr-367	185	26	,	,	PUNCT
abr-367	185	27	it	it	PRON
abr-367	185	28	was	be	AUX
abr-367	185	29	highly	highly	ADV
abr-367	185	30	correlated	correlate	VERB
abr-367	185	31	to	to	ADP
abr-367	185	32	agent	agent	NOUN
abr-367	185	33	tenure	tenure	NOUN
abr-367	185	34	.	.	PUNCT
abr-367	186	1	more	more	ADV
abr-367	186	2	paid	pay	VERB
abr-367	186	3	days	day	NOUN
abr-367	186	4	off	off	ADP
abr-367	186	5	per	per	ADP
abr-367	186	6	year	year	NOUN
abr-367	186	7	does	do	AUX
abr-367	186	8	seem	seem	VERB
abr-367	186	9	to	to	PART
abr-367	186	10	encourage	encourage	VERB
abr-367	186	11	agent	agent	NOUN
abr-367	186	12	tenure	tenure	NOUN
abr-367	186	13	.	.	PUNCT
abr-367	187	1	interactional	interactional	ADJ
abr-367	187	2	justice	justice	NOUN
abr-367	187	3	h6	h6	PROPN
abr-367	187	4	:	:	PUNCT
abr-367	187	5	interpersonal	interpersonal	ADJ
abr-367	187	6	interactions	interaction	NOUN
abr-367	187	7	(	(	PUNCT
abr-367	187	8	non	non	ADJ
abr-367	187	9	-	-	ADJ
abr-367	187	10	financial	financial	ADJ
abr-367	187	11	rewards	reward	NOUN
abr-367	187	12	like	like	ADP
abr-367	187	13	employee	employee	NOUN
abr-367	187	14	of	of	ADP
abr-367	187	15	the	the	DET
abr-367	187	16	month	month	NOUN
abr-367	187	17	,	,	PUNCT
abr-367	187	18	a	a	DET
abr-367	187	19	preferred	preferred	ADJ
abr-367	187	20	parking	parking	NOUN
abr-367	187	21	space	space	NOUN
abr-367	187	22	,	,	PUNCT
abr-367	187	23	a	a	DET
abr-367	187	24	plaque	plaque	NOUN
abr-367	187	25	,	,	PUNCT
abr-367	187	26	a	a	DET
abr-367	187	27	pat	pat	NOUN
abr-367	187	28	on	on	ADP
abr-367	187	29	the	the	DET
abr-367	187	30	back	back	NOUN
abr-367	187	31	,	,	PUNCT
abr-367	187	32	or	or	CCONJ
abr-367	187	33	a	a	DET
abr-367	187	34	thank	thank	NOUN
abr-367	187	35	you	you	PRON
abr-367	187	36	)	)	PUNCT
abr-367	187	37	between	between	ADP
abr-367	187	38	the	the	DET
abr-367	187	39	manager	manager	NOUN
abr-367	187	40	and	and	CCONJ
abr-367	187	41	employees	employee	NOUN
abr-367	187	42	will	will	AUX
abr-367	187	43	have	have	VERB
abr-367	187	44	a	a	DET
abr-367	187	45	significant	significant	ADJ
abr-367	187	46	effect	effect	NOUN
abr-367	187	47	on	on	ADP
abr-367	187	48	employee	employee	NOUN
abr-367	187	49	tenure	tenure	NOUN
abr-367	187	50	and	and	CCONJ
abr-367	187	51	turnover	turnover	NOUN
abr-367	187	52	.	.	PUNCT
abr-367	188	1	table	table	NOUN
abr-367	188	2	6	6	NUM
abr-367	188	3	–	–	PUNCT
abr-367	188	4	anova	anova	PROPN
abr-367	188	5	analysis	analysis	NOUN
abr-367	188	6	anova	anova	PROPN
abr-367	188	7	dependent	dependent	ADJ
abr-367	188	8	variable	variable	ADJ
abr-367	188	9	metrics	metric	NOUN
abr-367	188	10	sum	sum	NOUN
abr-367	188	11	of	of	ADP
abr-367	188	12	squares	square	NOUN
abr-367	188	13	df	df	PROPN
abr-367	188	14	mean	mean	VERB
abr-367	188	15	square	square	ADJ
abr-367	188	16	error	error	NOUN
abr-367	188	17	f	f	PROPN
abr-367	188	18	sig	sig	PROPN
abr-367	188	19	.	.	PUNCT
abr-367	189	1	agent	agent	NOUN
abr-367	189	2	turnover	turnover	NOUN
abr-367	189	3	between	between	ADP
abr-367	189	4	groups	group	NOUN
abr-367	189	5	458.922	458.922	NUM
abr-367	189	6	3	3	NUM
abr-367	189	7	152.974	152.974	NUM
abr-367	189	8	0.181	0.181	NUM
abr-367	189	9	0.909ns	0.909n	NOUN
abr-367	189	10	within	within	ADP
abr-367	189	11	groups	group	NOUN
abr-367	189	12	76219.565	76219.565	NUM
abr-367	189	13	90	90	NUM
abr-367	189	14	846.884	846.884	NUM
abr-367	189	15	total	total	NOUN
abr-367	189	16	76678.487	76678.487	NUM
abr-367	189	17	93	93	NUM
abr-367	189	18	agent	agent	NOUN
abr-367	189	19	tenure	tenure	NOUN
abr-367	189	20	between	between	ADP
abr-367	189	21	groups	group	NOUN
abr-367	189	22	13909.724	13909.724	PROPN
abr-367	189	23	3	3	NUM
abr-367	189	24	4636.575	4636.575	NUM
abr-367	189	25	4.941	4.941	NUM
abr-367	189	26	0.003	0.003	NUM
abr-367	189	27	*	*	PUNCT
abr-367	189	28	*	*	NOUN
abr-367	189	29	within	within	ADP
abr-367	189	30	groups	group	NOUN
abr-367	189	31	84452.329	84452.329	PROPN
abr-367	189	32	90	90	NUM
abr-367	189	33	938.359	938.359	NUM
abr-367	189	34	total	total	NOUN
abr-367	190	1	98362.053	98362.053	NUM
abr-367	190	2	93	93	NUM
abr-367	190	3	ns	ns	NUM
abr-367	190	4	not	not	PART
abr-367	190	5	significant	significant	ADJ
abr-367	190	6	(	(	PUNCT
abr-367	190	7	p	p	NOUN
abr-367	190	8	-	-	PUNCT
abr-367	190	9	value	value	NOUN
abr-367	190	10	>	>	X
abr-367	190	11	0.10	0.10	NUM
abr-367	190	12	)	)	PUNCT
abr-367	190	13	23	23	NUM
abr-367	191	1	*	*	PUNCT
abr-367	191	2	*	*	PUNCT
abr-367	191	3	p	p	NOUN
abr-367	191	4	-	-	PUNCT
abr-367	191	5	value	value	NOUN
abr-367	191	6	<	<	X
abr-367	191	7	0.01	0.01	NUM
abr-367	191	8	the	the	DET
abr-367	191	9	findings	finding	NOUN
abr-367	191	10	in	in	ADP
abr-367	191	11	table	table	NOUN
abr-367	191	12	6	6	NUM
abr-367	191	13	show	show	NOUN
abr-367	191	14	once	once	ADV
abr-367	191	15	again	again	ADV
abr-367	191	16	a	a	DET
abr-367	191	17	split	split	NOUN
abr-367	191	18	result	result	NOUN
abr-367	191	19	.	.	PUNCT
abr-367	192	1	agent	agent	NOUN
abr-367	192	2	turnover	turnover	NOUN
abr-367	192	3	was	be	AUX
abr-367	192	4	not	not	PART
abr-367	192	5	influenced	influence	VERB
abr-367	192	6	by	by	ADP
abr-367	192	7	the	the	DET
abr-367	192	8	use	use	NOUN
abr-367	192	9	of	of	ADP
abr-367	192	10	non	non	ADJ
abr-367	192	11	-	-	ADJ
abr-367	192	12	financial	financial	ADJ
abr-367	192	13	rewards	reward	NOUN
abr-367	192	14	.	.	PUNCT
abr-367	193	1	however	however	ADV
abr-367	193	2	,	,	PUNCT
abr-367	193	3	the	the	DET
abr-367	193	4	use	use	NOUN
abr-367	193	5	of	of	ADP
abr-367	193	6	non	non	ADJ
abr-367	193	7	-	-	ADJ
abr-367	193	8	financial	financial	ADJ
abr-367	193	9	rewards	reward	NOUN
abr-367	193	10	had	have	VERB
abr-367	193	11	a	a	DET
abr-367	193	12	significant	significant	ADJ
abr-367	193	13	and	and	CCONJ
abr-367	193	14	positive	positive	ADJ
abr-367	193	15	effect	effect	NOUN
abr-367	193	16	on	on	ADP
abr-367	193	17	agent	agent	NOUN
abr-367	193	18	tenure	tenure	NOUN
abr-367	193	19	.	.	PUNCT
abr-367	194	1	h7	h7	PROPN
abr-367	194	2	:	:	PUNCT
abr-367	194	3	a	a	DET
abr-367	194	4	budget	budget	NOUN
abr-367	194	5	for	for	ADP
abr-367	194	6	non	non	ADJ
abr-367	194	7	-	-	ADJ
abr-367	194	8	financial	financial	ADJ
abr-367	194	9	rewards	reward	NOUN
abr-367	194	10	will	will	AUX
abr-367	194	11	have	have	VERB
abr-367	194	12	a	a	DET
abr-367	194	13	significant	significant	ADJ
abr-367	194	14	effect	effect	NOUN
abr-367	194	15	on	on	ADP
abr-367	194	16	employee	employee	NOUN
abr-367	194	17	tenure	tenure	NOUN
abr-367	194	18	and	and	CCONJ
abr-367	194	19	turnover	turnover	NOUN
abr-367	194	20	.	.	PUNCT
abr-367	195	1	table	table	NOUN
abr-367	195	2	7	7	NUM
abr-367	195	3	–	–	PUNCT
abr-367	195	4	correlations	correlation	NOUN
abr-367	195	5	for	for	ADP
abr-367	195	6	non	non	ADJ
abr-367	195	7	-	-	ADJ
abr-367	195	8	financial	financial	ADJ
abr-367	195	9	rewards	reward	NOUN
abr-367	195	10	pearson	pearson	NOUN
abr-367	195	11	correlation	correlation	NOUN
abr-367	195	12	(	(	PUNCT
abr-367	195	13	significance	significance	NOUN
abr-367	195	14	)	)	PUNCT
abr-367	195	15	agent	agent	NOUN
abr-367	195	16	tenure	tenure	NOUN
abr-367	195	17	agent	agent	NOUN
abr-367	195	18	turnover	turnover	NOUN
abr-367	195	19	budget	budget	NOUN
abr-367	195	20	for	for	ADP
abr-367	195	21	non	non	ADJ
abr-367	195	22	-	-	ADJ
abr-367	195	23	financial	financial	ADJ
abr-367	195	24	rewards	reward	NOUN
abr-367	195	25	-0.173	-0.173	PROPN
abr-367	195	26	*	*	PUNCT
abr-367	195	27	-0.031ns	-0.031ns	PROPN
abr-367	195	28	n	n	NOUN
abr-367	195	29	=	=	SYM
abr-367	195	30	91	91	NUM
abr-367	195	31	ns	ns	NUM
abr-367	195	32	not	not	PART
abr-367	195	33	significant	significant	ADJ
abr-367	195	34	(	(	PUNCT
abr-367	195	35	p	p	NOUN
abr-367	195	36	-	-	PUNCT
abr-367	195	37	value	value	NOUN
abr-367	195	38	>	>	X
abr-367	195	39	0.10	0.10	NUM
abr-367	195	40	)	)	PUNCT
abr-367	195	41	*	*	PUNCT
abr-367	196	1	p	p	NOUN
abr-367	196	2	-	-	PUNCT
abr-367	196	3	value	value	NOUN
abr-367	196	4	<	<	X
abr-367	196	5	0.05	0.05	NUM
abr-367	196	6	table	table	NOUN
abr-367	196	7	7	7	NUM
abr-367	196	8	shows	show	VERB
abr-367	196	9	a	a	DET
abr-367	196	10	similar	similar	ADJ
abr-367	196	11	,	,	PUNCT
abr-367	196	12	mixed	mixed	ADJ
abr-367	196	13	result	result	NOUN
abr-367	196	14	.	.	PUNCT
abr-367	197	1	the	the	DET
abr-367	197	2	non	non	ADJ
abr-367	197	3	-	-	ADJ
abr-367	197	4	financial	financial	ADJ
abr-367	197	5	rewards	reward	NOUN
abr-367	197	6	did	do	AUX
abr-367	197	7	influence	influence	NOUN
abr-367	197	8	agent	agent	NOUN
abr-367	197	9	tenure	tenure	NOUN
abr-367	197	10	but	but	CCONJ
abr-367	197	11	did	do	AUX
abr-367	197	12	not	not	PART
abr-367	197	13	influence	influence	VERB
abr-367	197	14	agent	agent	NOUN
abr-367	197	15	turnover	turnover	NOUN
abr-367	197	16	.	.	PUNCT
abr-367	198	1	discussion	discussion	NOUN
abr-367	198	2	significant	significant	ADJ
abr-367	198	3	support	support	NOUN
abr-367	198	4	was	be	AUX
abr-367	198	5	found	find	VERB
abr-367	198	6	across	across	ADP
abr-367	198	7	industries	industry	NOUN
abr-367	198	8	for	for	ADP
abr-367	198	9	the	the	DET
abr-367	198	10	impact	impact	NOUN
abr-367	198	11	of	of	ADP
abr-367	198	12	distributive	distributive	ADJ
abr-367	198	13	,	,	PUNCT
abr-367	198	14	procedural	procedural	ADJ
abr-367	198	15	,	,	PUNCT
abr-367	198	16	and	and	CCONJ
abr-367	198	17	interactional	interactional	ADJ
abr-367	198	18	justice	justice	NOUN
abr-367	198	19	theories	theory	NOUN
abr-367	198	20	on	on	ADP
abr-367	198	21	employee	employee	NOUN
abr-367	198	22	commitment	commitment	NOUN
abr-367	198	23	.	.	PUNCT
abr-367	199	1	this	this	DET
abr-367	199	2	research	research	NOUN
abr-367	199	3	supports	support	VERB
abr-367	199	4	the	the	DET
abr-367	199	5	contention	contention	NOUN
abr-367	199	6	that	that	SCONJ
abr-367	199	7	sacrificial	sacrificial	ADJ
abr-367	199	8	hr	hr	NOUN
abr-367	199	9	strategies	strategy	NOUN
abr-367	199	10	are	be	AUX
abr-367	199	11	present	present	ADJ
abr-367	199	12	in	in	ADP
abr-367	199	13	customer	customer	NOUN
abr-367	199	14	service	service	NOUN
abr-367	199	15	departments	department	NOUN
abr-367	199	16	across	across	ADP
abr-367	199	17	industries	industry	NOUN
abr-367	199	18	.	.	PUNCT
abr-367	200	1	these	these	DET
abr-367	200	2	sacrificial	sacrificial	ADJ
abr-367	200	3	hr	hr	NOUN
abr-367	200	4	strategies	strategy	NOUN
abr-367	200	5	lead	lead	VERB
abr-367	200	6	to	to	ADP
abr-367	200	7	a	a	DET
abr-367	200	8	lack	lack	NOUN
abr-367	200	9	of	of	ADP
abr-367	200	10	employee	employee	NOUN
abr-367	200	11	commitment	commitment	NOUN
abr-367	200	12	.	.	PUNCT
abr-367	201	1	the	the	DET
abr-367	201	2	results	result	NOUN
abr-367	201	3	of	of	ADP
abr-367	201	4	this	this	DET
abr-367	201	5	research	research	NOUN
abr-367	201	6	provide	provide	VERB
abr-367	201	7	evidence	evidence	NOUN
abr-367	201	8	that	that	SCONJ
abr-367	201	9	customer	customer	NOUN
abr-367	201	10	service	service	NOUN
abr-367	201	11	firms	firm	NOUN
abr-367	201	12	do	do	AUX
abr-367	201	13	"	"	PUNCT
abr-367	201	14	reap	reap	VERB
abr-367	201	15	what	what	PRON
abr-367	201	16	they	they	PRON
abr-367	201	17	sow	sow	VERB
abr-367	201	18	"	"	PUNCT
abr-367	201	19	,	,	PUNCT
abr-367	201	20	a	a	DET
abr-367	201	21	concept	concept	NOUN
abr-367	201	22	first	first	ADV
abr-367	201	23	introduced	introduce	VERB
abr-367	201	24	by	by	ADP
abr-367	201	25	maxham	maxham	PROPN
abr-367	201	26	and	and	CCONJ
abr-367	201	27	netermeyer	netermeyer	NOUN
abr-367	201	28	in	in	ADP
abr-367	201	29	2003	2003	NUM
abr-367	201	30	.	.	PUNCT
abr-367	202	1	perceived	perceive	VERB
abr-367	202	2	justice	justice	NOUN
abr-367	202	3	by	by	ADP
abr-367	202	4	customer	customer	NOUN
abr-367	202	5	service	service	NOUN
abr-367	202	6	reps	rep	NOUN
abr-367	202	7	impacts	impact	VERB
abr-367	202	8	the	the	DET
abr-367	202	9	extra	extra	ADJ
abr-367	202	10	-	-	ADJ
abr-367	202	11	role	role	NOUN
abr-367	202	12	behaviors	behavior	NOUN
abr-367	202	13	they	they	PRON
abr-367	202	14	engage	engage	VERB
abr-367	202	15	in	in	ADP
abr-367	202	16	when	when	SCONJ
abr-367	202	17	dealing	deal	VERB
abr-367	202	18	with	with	ADP
abr-367	202	19	a	a	DET
abr-367	202	20	customer	customer	NOUN
abr-367	202	21	(	(	PUNCT
abr-367	202	22	maxham	maxham	PROPN
abr-367	202	23	and	and	CCONJ
abr-367	202	24	netermeyer	netermeyer	NOUN
abr-367	202	25	,	,	PUNCT
abr-367	202	26	2003	2003	NUM
abr-367	202	27	)	)	PUNCT
abr-367	202	28	and	and	CCONJ
abr-367	202	29	that	that	SCONJ
abr-367	202	30	"	"	PUNCT
abr-367	202	31	moment	moment	NOUN
abr-367	202	32	of	of	ADP
abr-367	202	33	truth	truth	NOUN
abr-367	202	34	"	"	PUNCT
abr-367	202	35	exchange	exchange	NOUN
abr-367	202	36	that	that	PRON
abr-367	202	37	takes	take	VERB
abr-367	202	38	place	place	NOUN
abr-367	202	39	.	.	PUNCT
abr-367	203	1	hiver	hiver	PROPN
abr-367	203	2	’s	’s	PART
abr-367	203	3	report	report	NOUN
abr-367	203	4	on	on	ADP
abr-367	203	5	customer	customer	NOUN
abr-367	203	6	service	service	NOUN
abr-367	203	7	during	during	ADP
abr-367	203	8	the	the	DET
abr-367	203	9	pandemic	pandemic	NOUN
abr-367	203	10	indicates	indicate	VERB
abr-367	203	11	that	that	SCONJ
abr-367	203	12	consumers	consumer	NOUN
abr-367	203	13	have	have	VERB
abr-367	203	14	a	a	DET
abr-367	203	15	very	very	ADV
abr-367	203	16	low	low	ADJ
abr-367	203	17	tolerance	tolerance	NOUN
abr-367	203	18	for	for	ADP
abr-367	203	19	poor	poor	ADJ
abr-367	203	20	customer	customer	NOUN
abr-367	203	21	service	service	NOUN
abr-367	203	22	and	and	CCONJ
abr-367	203	23	89	89	NUM
abr-367	203	24	%	%	NOUN
abr-367	203	25	indicate	indicate	VERB
abr-367	203	26	they	they	PRON
abr-367	203	27	will	will	AUX
abr-367	203	28	make	make	VERB
abr-367	203	29	their	their	PRON
abr-367	203	30	bad	bad	ADJ
abr-367	203	31	experience	experience	NOUN
abr-367	203	32	known	know	VERB
abr-367	203	33	to	to	ADP
abr-367	203	34	friends	friend	NOUN
abr-367	203	35	and	and	CCONJ
abr-367	203	36	family	family	NOUN
abr-367	203	37	and	and	CCONJ
abr-367	203	38	on	on	ADP
abr-367	203	39	social	social	ADJ
abr-367	203	40	media	medium	NOUN
abr-367	203	41	.	.	PUNCT
abr-367	204	1	the	the	DET
abr-367	204	2	report	report	NOUN
abr-367	204	3	also	also	ADV
abr-367	204	4	indicates	indicate	VERB
abr-367	204	5	that	that	SCONJ
abr-367	204	6	30	30	NUM
abr-367	204	7	%	%	NOUN
abr-367	204	8	of	of	ADP
abr-367	204	9	consumers	consumer	NOUN
abr-367	204	10	will	will	AUX
abr-367	204	11	not	not	PART
abr-367	204	12	give	give	VERB
abr-367	204	13	a	a	DET
abr-367	204	14	company	company	NOUN
abr-367	204	15	a	a	DET
abr-367	204	16	second	second	ADJ
abr-367	204	17	chance	chance	NOUN
abr-367	204	18	after	after	ADP
abr-367	204	19	just	just	ADV
abr-367	204	20	one	one	NUM
abr-367	204	21	bad	bad	ADJ
abr-367	204	22	customer	customer	NOUN
abr-367	204	23	experience	experience	NOUN
abr-367	204	24	(	(	PUNCT
abr-367	204	25	pr	pr	NOUN
abr-367	204	26	newswire	newswire	NOUN
abr-367	204	27	,	,	PUNCT
abr-367	204	28	2020b	2020b	NUM
abr-367	204	29	)	)	PUNCT
abr-367	204	30	.	.	PUNCT
abr-367	205	1	simplr	simplr	NOUN
abr-367	205	2	,	,	PUNCT
abr-367	205	3	in	in	ADP
abr-367	205	4	their	their	PRON
abr-367	205	5	june	june	PROPN
abr-367	205	6	2020	2020	NUM
abr-367	205	7	state	state	NOUN
abr-367	205	8	of	of	ADP
abr-367	205	9	customer	customer	NOUN
abr-367	205	10	service	service	NOUN
abr-367	205	11	report	report	NOUN
abr-367	205	12	,	,	PUNCT
abr-367	205	13	indicated	indicate	VERB
abr-367	205	14	that	that	SCONJ
abr-367	205	15	“	"	PUNCT
abr-367	205	16	it	it	PRON
abr-367	205	17	remains	remain	VERB
abr-367	205	18	important	important	ADJ
abr-367	205	19	to	to	ADP
abr-367	205	20	the	the	DET
abr-367	205	21	consumer	consumer	NOUN
abr-367	205	22	that	that	PRON
abr-367	205	23	a	a	DET
abr-367	205	24	company	company	NOUN
abr-367	205	25	brings	bring	VERB
abr-367	205	26	empathy	empathy	NOUN
abr-367	205	27	and	and	CCONJ
abr-367	205	28	humanity	humanity	NOUN
abr-367	205	29	to	to	ADP
abr-367	205	30	each	each	DET
abr-367	205	31	customer	customer	NOUN
abr-367	205	32	service	service	NOUN
abr-367	205	33	interaction	interaction	NOUN
abr-367	205	34	”	"	PUNCT
abr-367	205	35	(	(	PUNCT
abr-367	205	36	murphy	murphy	NOUN
abr-367	205	37	,	,	PUNCT
abr-367	205	38	2020	2020	NUM
abr-367	205	39	)	)	PUNCT
abr-367	205	40	.	.	PUNCT
abr-367	206	1	empathy	empathy	NOUN
abr-367	206	2	has	have	AUX
abr-367	206	3	also	also	ADV
abr-367	206	4	been	be	AUX
abr-367	206	5	recommended	recommend	VERB
abr-367	206	6	by	by	ADP
abr-367	206	7	brennan	brennan	PROPN
abr-367	206	8	(	(	PUNCT
abr-367	206	9	2020	2020	NUM
abr-367	206	10	)	)	PUNCT
abr-367	206	11	as	as	ADP
abr-367	206	12	a	a	DET
abr-367	206	13	way	way	NOUN
abr-367	206	14	of	of	ADP
abr-367	206	15	setting	set	VERB
abr-367	206	16	a	a	DET
abr-367	206	17	company	company	NOUN
abr-367	206	18	apart	apart	ADV
abr-367	206	19	in	in	ADP
abr-367	206	20	customer	customer	NOUN
abr-367	206	21	service	service	NOUN
abr-367	206	22	.	.	PUNCT
abr-367	207	1	she	she	PRON
abr-367	207	2	calls	call	VERB
abr-367	207	3	the	the	DET
abr-367	207	4	concept	concept	NOUN
abr-367	207	5	“	"	PUNCT
abr-367	207	6	radical	radical	ADJ
abr-367	207	7	empathy	empathy	NOUN
abr-367	207	8	”	"	PUNCT
abr-367	207	9	and	and	CCONJ
abr-367	207	10	defines	define	VERB
abr-367	207	11	it	it	PRON
abr-367	207	12	as	as	ADP
abr-367	207	13	a	a	DET
abr-367	207	14	deep	deep	ADJ
abr-367	207	15	understanding	understanding	NOUN
abr-367	207	16	of	of	ADP
abr-367	207	17	your	your	PRON
abr-367	207	18	consumer	consumer	NOUN
abr-367	207	19	.	.	PUNCT
abr-367	208	1	she	she	PRON
abr-367	208	2	recommends	recommend	VERB
abr-367	208	3	combining	combine	VERB
abr-367	208	4	radical	radical	ADJ
abr-367	208	5	empathy	empathy	NOUN
abr-367	208	6	to	to	PART
abr-367	208	7	delight	delight	VERB
abr-367	208	8	your	your	PRON
abr-367	208	9	customers	customer	NOUN
abr-367	208	10	as	as	ADP
abr-367	208	11	a	a	DET
abr-367	208	12	way	way	NOUN
abr-367	208	13	to	to	PART
abr-367	208	14	navigate	navigate	VERB
abr-367	208	15	to	to	ADP
abr-367	208	16	excellent	excellent	ADJ
abr-367	208	17	customer	customer	NOUN
abr-367	208	18	service	service	NOUN
abr-367	208	19	during	during	ADP
abr-367	208	20	this	this	DET
abr-367	208	21	pandemic	pandemic	ADJ
abr-367	208	22	.	.	PUNCT
abr-367	209	1	extra	extra	ADJ
abr-367	209	2	role	role	NOUN
abr-367	209	3	behaviors	behavior	NOUN
abr-367	209	4	like	like	ADP
abr-367	209	5	empathy	empathy	NOUN
abr-367	209	6	and	and	CCONJ
abr-367	209	7	delight	delight	NOUN
abr-367	209	8	are	be	AUX
abr-367	209	9	not	not	PART
abr-367	209	10	the	the	DET
abr-367	209	11	typical	typical	ADJ
abr-367	209	12	customer	customer	NOUN
abr-367	209	13	satisfaction	satisfaction	NOUN
abr-367	209	14	goal	goal	NOUN
abr-367	209	15	.	.	PUNCT
abr-367	210	1	delight	delight	ADJ
abr-367	210	2	and	and	CCONJ
abr-367	210	3	empathy	empathy	NOUN
abr-367	210	4	require	require	VERB
abr-367	210	5	exceptional	exceptional	ADJ
abr-367	210	6	customer	customer	NOUN
abr-367	210	7	service	service	NOUN
abr-367	210	8	efforts	effort	NOUN
abr-367	210	9	.	.	PUNCT
abr-367	211	1	how	how	SCONJ
abr-367	211	2	would	would	AUX
abr-367	211	3	it	it	PRON
abr-367	211	4	be	be	AUX
abr-367	211	5	possible	possible	ADJ
abr-367	211	6	for	for	SCONJ
abr-367	211	7	a	a	DET
abr-367	211	8	customer	customer	NOUN
abr-367	211	9	service	service	NOUN
abr-367	211	10	rep	rep	NOUN
abr-367	211	11	to	to	PART
abr-367	211	12	show	show	VERB
abr-367	211	13	radical	radical	ADJ
abr-367	211	14	empathy	empathy	NOUN
abr-367	211	15	and	and	CCONJ
abr-367	211	16	deliver	deliver	VERB
abr-367	211	17	delight	delight	NOUN
abr-367	211	18	to	to	ADP
abr-367	211	19	a	a	DET
abr-367	211	20	customer	customer	NOUN
abr-367	211	21	when	when	SCONJ
abr-367	211	22	that	that	DET
abr-367	211	23	csr	csr	NOUN
abr-367	211	24	does	do	AUX
abr-367	211	25	not	not	PART
abr-367	211	26	receive	receive	VERB
abr-367	211	27	any	any	DET
abr-367	211	28	radical	radical	ADJ
abr-367	211	29	empathy	empathy	NOUN
abr-367	211	30	or	or	CCONJ
abr-367	211	31	delight	delight	NOUN
abr-367	211	32	in	in	ADP
abr-367	211	33	the	the	DET
abr-367	211	34	workplace	workplace	NOUN
abr-367	211	35	?	?	PUNCT
abr-367	212	1	the	the	DET
abr-367	212	2	average	average	ADJ
abr-367	212	3	annual	annual	ADJ
abr-367	212	4	turnover	turnover	NOUN
abr-367	212	5	rate	rate	NOUN
abr-367	212	6	across	across	ADP
abr-367	212	7	industries	industry	NOUN
abr-367	212	8	in	in	ADP
abr-367	212	9	this	this	DET
abr-367	212	10	sample	sample	NOUN
abr-367	212	11	was	be	AUX
abr-367	212	12	30	30	NUM
abr-367	212	13	%	%	NOUN
abr-367	212	14	.	.	PUNCT
abr-367	213	1	the	the	DET
abr-367	213	2	average	average	ADJ
abr-367	213	3	tenure	tenure	NOUN
abr-367	213	4	in	in	ADP
abr-367	213	5	months	month	NOUN
abr-367	213	6	was	be	AUX
abr-367	213	7	37	37	NUM
abr-367	213	8	months	month	NOUN
abr-367	213	9	or	or	CCONJ
abr-367	213	10	approximately	approximately	ADV
abr-367	213	11	three	three	NUM
abr-367	213	12	years	year	NOUN
abr-367	213	13	.	.	PUNCT
abr-367	214	1	this	this	DET
abr-367	214	2	tenure	tenure	NOUN
abr-367	214	3	barely	barely	ADV
abr-367	214	4	spans	span	VERB
abr-367	214	5	the	the	DET
abr-367	214	6	full	full	ADJ
abr-367	214	7	length	length	NOUN
abr-367	214	8	of	of	ADP
abr-367	214	9	an	an	DET
abr-367	214	10	extended	extended	ADJ
abr-367	214	11	product	product	NOUN
abr-367	214	12	warranty	warranty	NOUN
abr-367	214	13	.	.	PUNCT
abr-367	215	1	this	this	DET
abr-367	215	2	research	research	NOUN
abr-367	215	3	highlights	highlight	NOUN
abr-367	215	4	that	that	SCONJ
abr-367	215	5	customer	customer	NOUN
abr-367	215	6	service	service	NOUN
abr-367	215	7	firms	firm	NOUN
abr-367	215	8	that	that	PRON
abr-367	215	9	utilize	utilize	VERB
abr-367	215	10	sacrificial	sacrificial	ADJ
abr-367	215	11	hr	hr	NOUN
abr-367	215	12	strategies	strategy	NOUN
abr-367	215	13	will	will	AUX
abr-367	215	14	reap	reap	VERB
abr-367	215	15	what	what	PRON
abr-367	215	16	they	they	PRON
abr-367	215	17	have	have	AUX
abr-367	215	18	sown	sow	VERB
abr-367	215	19	,	,	PUNCT
abr-367	215	20	particularly	particularly	ADV
abr-367	215	21	in	in	ADP
abr-367	215	22	challenging	challenge	VERB
abr-367	215	23	competitive	competitive	ADJ
abr-367	215	24	times	time	NOUN
abr-367	215	25	(	(	PUNCT
abr-367	215	26	like	like	ADP
abr-367	215	27	a	a	DET
abr-367	215	28	100year	100year	PROPN
abr-367	215	29	pandemic	pandemic	NOUN
abr-367	215	30	)	)	PUNCT
abr-367	215	31	.	.	PUNCT
abr-367	216	1	the	the	DET
abr-367	216	2	complaints	complaint	NOUN
abr-367	216	3	about	about	ADP
abr-367	216	4	peloton	peloton	NOUN
abr-367	216	5	were	be	AUX
abr-367	216	6	not	not	PART
abr-367	216	7	as	as	ADV
abr-367	216	8	much	much	ADJ
abr-367	216	9	about	about	ADP
abr-367	216	10	delivery	delivery	NOUN
abr-367	216	11	delays	delay	NOUN
abr-367	216	12	as	as	SCONJ
abr-367	216	13	they	they	PRON
abr-367	216	14	were	be	AUX
abr-367	216	15	about	about	ADP
abr-367	216	16	the	the	DET
abr-367	216	17	lack	lack	NOUN
abr-367	216	18	of	of	ADP
abr-367	216	19	honesty	honesty	NOUN
abr-367	216	20	and	and	CCONJ
abr-367	216	21	lack	lack	NOUN
abr-367	216	22	of	of	ADP
abr-367	216	23	responsiveness	responsiveness	NOUN
abr-367	216	24	of	of	ADP
abr-367	216	25	the	the	DET
abr-367	216	26	customer	customer	NOUN
abr-367	216	27	service	service	NOUN
abr-367	216	28	representatives	representative	NOUN
abr-367	216	29	.	.	PUNCT
abr-367	217	1	24	24	NUM
abr-367	217	2	unhappy	unhappy	ADJ
abr-367	217	3	customers	customer	NOUN
abr-367	217	4	said	say	VERB
abr-367	217	5	things	thing	NOUN
abr-367	217	6	such	such	ADJ
abr-367	217	7	as	as	ADP
abr-367	217	8	“	"	PUNCT
abr-367	217	9	hiding	hide	VERB
abr-367	217	10	behind	behind	ADP
abr-367	217	11	recent	recent	ADJ
abr-367	217	12	events	event	NOUN
abr-367	217	13	as	as	ADP
abr-367	217	14	excuses	excuse	NOUN
abr-367	217	15	,	,	PUNCT
abr-367	217	16	as	as	SCONJ
abr-367	217	17	opposed	oppose	VERB
abr-367	217	18	to	to	ADP
abr-367	217	19	transparency	transparency	NOUN
abr-367	217	20	to	to	ADP
abr-367	217	21	the	the	DET
abr-367	217	22	real	real	ADJ
abr-367	217	23	problem	problem	NOUN
abr-367	217	24	”	"	PUNCT
abr-367	217	25	and	and	CCONJ
abr-367	217	26	i	i	PRON
abr-367	217	27	would	would	AUX
abr-367	217	28	be	be	AUX
abr-367	217	29	a	a	DET
abr-367	217	30	lot	lot	NOUN
abr-367	217	31	more	more	ADJ
abr-367	217	32	understanding	understanding	NOUN
abr-367	217	33	“	"	PUNCT
abr-367	217	34	if	if	SCONJ
abr-367	217	35	they	they	PRON
abr-367	217	36	were	be	AUX
abr-367	217	37	honest	honest	ADJ
abr-367	217	38	”	"	PUNCT
abr-367	217	39	(	(	PUNCT
abr-367	217	40	hanbury	hanbury	PROPN
abr-367	217	41	,	,	PUNCT
abr-367	217	42	2020	2020	NUM
abr-367	217	43	)	)	PUNCT
abr-367	217	44	.	.	PUNCT
abr-367	218	1	this	this	DET
abr-367	218	2	research	research	NOUN
abr-367	218	3	explains	explain	VERB
abr-367	218	4	why	why	SCONJ
abr-367	218	5	peloton	peloton	NOUN
abr-367	218	6	,	,	PUNCT
abr-367	218	7	and	and	CCONJ
abr-367	218	8	other	other	ADJ
abr-367	218	9	firms	firm	NOUN
abr-367	218	10	,	,	PUNCT
abr-367	218	11	who	who	PRON
abr-367	218	12	are	be	AUX
abr-367	218	13	proud	proud	ADJ
abr-367	218	14	of	of	ADP
abr-367	218	15	their	their	PRON
abr-367	218	16	customer	customer	NOUN
abr-367	218	17	service	service	NOUN
abr-367	218	18	and	and	CCONJ
abr-367	218	19	positioned	position	VERB
abr-367	218	20	well	well	ADV
abr-367	218	21	for	for	ADP
abr-367	218	22	a	a	DET
abr-367	218	23	pandemic	pandemic	ADJ
abr-367	218	24	,	,	PUNCT
abr-367	218	25	may	may	AUX
abr-367	218	26	be	be	AUX
abr-367	218	27	unable	unable	ADJ
abr-367	218	28	to	to	PART
abr-367	218	29	take	take	VERB
abr-367	218	30	advantage	advantage	NOUN
abr-367	218	31	of	of	ADP
abr-367	218	32	the	the	DET
abr-367	218	33	tremendous	tremendous	ADJ
abr-367	218	34	opportunity	opportunity	NOUN
abr-367	218	35	covid-19	covid-19	PROPN
abr-367	218	36	presented	present	VERB
abr-367	218	37	to	to	ADP
abr-367	218	38	them	they	PRON
abr-367	218	39	.	.	PUNCT
abr-367	219	1	the	the	DET
abr-367	219	2	opposite	opposite	ADJ
abr-367	219	3	situation	situation	NOUN
abr-367	219	4	would	would	AUX
abr-367	219	5	also	also	ADV
abr-367	219	6	be	be	AUX
abr-367	219	7	true	true	ADJ
abr-367	219	8	,	,	PUNCT
abr-367	219	9	as	as	SCONJ
abr-367	219	10	companies	company	NOUN
abr-367	219	11	who	who	PRON
abr-367	219	12	are	be	AUX
abr-367	219	13	significantly	significantly	ADV
abr-367	219	14	threatened	threaten	VERB
abr-367	219	15	by	by	ADP
abr-367	219	16	the	the	DET
abr-367	219	17	pandemic	pandemic	NOUN
abr-367	219	18	would	would	AUX
abr-367	219	19	have	have	VERB
abr-367	219	20	difficulty	difficulty	NOUN
abr-367	219	21	minimizing	minimize	VERB
abr-367	219	22	the	the	DET
abr-367	219	23	threat	threat	NOUN
abr-367	219	24	the	the	DET
abr-367	219	25	pandemic	pandemic	ADJ
abr-367	219	26	represents	represent	VERB
abr-367	219	27	.	.	PUNCT
abr-367	220	1	when	when	SCONJ
abr-367	220	2	the	the	DET
abr-367	220	3	pandemic	pandemic	ADJ
abr-367	220	4	hit	hit	NOUN
abr-367	220	5	,	,	PUNCT
abr-367	220	6	airlines	airline	NOUN
abr-367	220	7	were	be	AUX
abr-367	220	8	inundated	inundate	VERB
abr-367	220	9	with	with	ADP
abr-367	220	10	calls	call	NOUN
abr-367	220	11	from	from	ADP
abr-367	220	12	customers	customer	NOUN
abr-367	220	13	.	.	PUNCT
abr-367	221	1	they	they	PRON
abr-367	221	2	had	have	VERB
abr-367	221	3	to	to	PART
abr-367	221	4	enlist	enlist	VERB
abr-367	221	5	senior	senior	ADJ
abr-367	221	6	executives	executive	NOUN
abr-367	221	7	to	to	PART
abr-367	221	8	take	take	VERB
abr-367	221	9	customer	customer	NOUN
abr-367	221	10	calls	call	NOUN
abr-367	221	11	and	and	CCONJ
abr-367	221	12	customers	customer	NOUN
abr-367	221	13	could	could	AUX
abr-367	221	14	not	not	PART
abr-367	221	15	get	get	VERB
abr-367	221	16	issues	issue	NOUN
abr-367	221	17	resolved	resolve	VERB
abr-367	221	18	.	.	PUNCT
abr-367	222	1	when	when	SCONJ
abr-367	222	2	the	the	DET
abr-367	222	3	pandemic	pandemic	ADJ
abr-367	222	4	hit	hit	NOUN
abr-367	222	5	,	,	PUNCT
abr-367	222	6	companies	company	NOUN
abr-367	222	7	struggled	struggle	VERB
abr-367	222	8	to	to	PART
abr-367	222	9	provide	provide	VERB
abr-367	222	10	customer	customer	NOUN
abr-367	222	11	service	service	NOUN
abr-367	222	12	.	.	PUNCT
abr-367	223	1	the	the	DET
abr-367	223	2	american	american	PROPN
abr-367	223	3	express	express	PROPN
abr-367	223	4	co.	co.	PROPN
abr-367	223	5	login	login	NOUN
abr-367	223	6	page	page	NOUN
abr-367	223	7	is	be	AUX
abr-367	223	8	topped	top	VERB
abr-367	223	9	with	with	ADP
abr-367	223	10	a	a	DET
abr-367	223	11	message	message	NOUN
abr-367	223	12	,	,	PUNCT
abr-367	223	13	in	in	ADP
abr-367	223	14	red	red	ADJ
abr-367	223	15	letters	letter	NOUN
abr-367	223	16	,	,	PUNCT
abr-367	223	17	warning	warn	VERB
abr-367	223	18	of	of	ADP
abr-367	223	19	long	long	ADJ
abr-367	223	20	wait	wait	NOUN
abr-367	223	21	times	time	NOUN
abr-367	223	22	and	and	CCONJ
abr-367	223	23	encouraging	encourage	VERB
abr-367	223	24	people	people	NOUN
abr-367	223	25	to	to	PART
abr-367	223	26	“	"	PUNCT
abr-367	223	27	use	use	VERB
abr-367	223	28	our	our	PRON
abr-367	223	29	digital	digital	ADJ
abr-367	223	30	tools	tool	NOUN
abr-367	223	31	.	.	PUNCT
abr-367	223	32	”	"	PUNCT
abr-367	224	1	british	british	PROPN
abr-367	224	2	airways	airway	NOUN
abr-367	224	3	’	'	PUNCT
abr-367	224	4	customer	customer	NOUN
abr-367	224	5	service	service	NOUN
abr-367	224	6	line	line	NOUN
abr-367	224	7	to	to	PART
abr-367	224	8	manage	manage	VERB
abr-367	224	9	flight	flight	NOUN
abr-367	224	10	reservations	reservation	NOUN
abr-367	224	11	plays	play	VERB
abr-367	224	12	a	a	DET
abr-367	224	13	message	message	NOUN
abr-367	224	14	to	to	PART
abr-367	224	15	call	call	VERB
abr-367	224	16	back	back	ADV
abr-367	224	17	later	later	ADV
abr-367	224	18	or	or	CCONJ
abr-367	224	19	visit	visit	VERB
abr-367	224	20	the	the	DET
abr-367	224	21	company	company	NOUN
abr-367	224	22	’s	’s	PART
abr-367	224	23	website	website	NOUN
abr-367	224	24	.	.	PUNCT
abr-367	225	1	calling	call	VERB
abr-367	225	2	the	the	DET
abr-367	225	3	toll	toll	NOUN
abr-367	225	4	-	-	PUNCT
abr-367	225	5	free	free	ADJ
abr-367	225	6	number	number	NOUN
abr-367	225	7	for	for	ADP
abr-367	225	8	procter	procter	PROPN
abr-367	225	9	&	&	CCONJ
abr-367	225	10	gamble	gamble	PROPN
abr-367	225	11	’s	’s	PART
abr-367	225	12	charmin	charmin	PROPN
abr-367	225	13	brand	brand	PROPN
abr-367	225	14	toilet	toilet	PROPN
abr-367	225	15	paper	paper	PROPN
abr-367	225	16	tells	tell	VERB
abr-367	225	17	people	people	NOUN
abr-367	225	18	looking	look	VERB
abr-367	225	19	for	for	ADP
abr-367	225	20	bathroom	bathroom	NOUN
abr-367	225	21	tissue	tissue	NOUN
abr-367	225	22	that	that	PRON
abr-367	225	23	the	the	DET
abr-367	225	24	company	company	NOUN
abr-367	225	25	is	be	AUX
abr-367	225	26	working	work	VERB
abr-367	225	27	“	"	PUNCT
abr-367	225	28	as	as	ADV
abr-367	225	29	fast	fast	ADV
abr-367	225	30	as	as	ADP
abr-367	225	31	humanly	humanly	ADV
abr-367	225	32	possible	possible	ADJ
abr-367	225	33	”	"	PUNCT
abr-367	225	34	to	to	PART
abr-367	225	35	supply	supply	VERB
abr-367	225	36	retailers	retailer	NOUN
abr-367	225	37	and	and	CCONJ
abr-367	225	38	ends	end	VERB
abr-367	225	39	with	with	ADP
abr-367	225	40	“	"	PUNCT
abr-367	225	41	we	we	PRON
abr-367	225	42	hope	hope	VERB
abr-367	225	43	you	you	PRON
abr-367	225	44	are	be	AUX
abr-367	225	45	able	able	ADJ
abr-367	225	46	to	to	PART
abr-367	225	47	find	find	VERB
abr-367	225	48	it	it	PRON
abr-367	225	49	in	in	ADP
abr-367	225	50	stores	store	NOUN
abr-367	225	51	soon	soon	ADV
abr-367	225	52	,	,	PUNCT
abr-367	225	53	”	"	PUNCT
abr-367	225	54	before	before	ADP
abr-367	225	55	disconnecting	disconnect	VERB
abr-367	225	56	(	(	PUNCT
abr-367	225	57	terlep	terlep	NOUN
abr-367	225	58	,	,	PUNCT
abr-367	225	59	2020	2020	NUM
abr-367	225	60	)	)	PUNCT
abr-367	225	61	.	.	PUNCT
abr-367	226	1	this	this	DET
abr-367	226	2	study	study	NOUN
abr-367	226	3	may	may	AUX
abr-367	226	4	help	help	VERB
abr-367	226	5	to	to	PART
abr-367	226	6	explain	explain	VERB
abr-367	226	7	why	why	SCONJ
abr-367	226	8	brands	brand	NOUN
abr-367	226	9	are	be	AUX
abr-367	226	10	“	"	PUNCT
abr-367	226	11	failing	fail	VERB
abr-367	226	12	to	to	PART
abr-367	226	13	create	create	VERB
abr-367	226	14	the	the	DET
abr-367	226	15	positive	positive	ADJ
abr-367	226	16	,	,	PUNCT
abr-367	226	17	emotional	emotional	ADJ
abr-367	226	18	experiences	experience	NOUN
abr-367	226	19	that	that	PRON
abr-367	226	20	drive	drive	VERB
abr-367	226	21	customer	customer	NOUN
abr-367	226	22	loyalty	loyalty	NOUN
abr-367	226	23	”	"	PUNCT
abr-367	226	24	and	and	CCONJ
abr-367	226	25	why	why	SCONJ
abr-367	226	26	consumers	consumer	NOUN
abr-367	226	27	are	be	AUX
abr-367	226	28	becoming	become	VERB
abr-367	226	29	“	"	PUNCT
abr-367	226	30	serial	serial	ADJ
abr-367	226	31	switchers	switcher	NOUN
abr-367	226	32	”	"	PUNCT
abr-367	226	33	.	.	PUNCT
abr-367	227	1	newvoicemedia	newvoicemedia	PROPN
abr-367	227	2	reports	report	VERB
abr-367	227	3	that	that	SCONJ
abr-367	227	4	86	86	NUM
abr-367	227	5	%	%	NOUN
abr-367	227	6	of	of	ADP
abr-367	227	7	surveyed	survey	VERB
abr-367	227	8	customers	customer	NOUN
abr-367	227	9	said	say	VERB
abr-367	227	10	that	that	SCONJ
abr-367	227	11	“	"	PUNCT
abr-367	227	12	if	if	SCONJ
abr-367	227	13	there	there	PRON
abr-367	227	14	was	be	VERB
abr-367	227	15	an	an	DET
abr-367	227	16	emotional	emotional	ADJ
abr-367	227	17	connection	connection	NOUN
abr-367	227	18	with	with	ADP
abr-367	227	19	a	a	DET
abr-367	227	20	customer	customer	NOUN
abr-367	227	21	support	support	NOUN
abr-367	227	22	agent	agent	NOUN
abr-367	227	23	and	and	CCONJ
abr-367	227	24	the	the	DET
abr-367	227	25	customer	customer	NOUN
abr-367	227	26	felt	feel	VERB
abr-367	227	27	they	they	PRON
abr-367	227	28	were	be	AUX
abr-367	227	29	cared	care	VERB
abr-367	227	30	for	for	ADP
abr-367	227	31	and	and	CCONJ
abr-367	227	32	valued	value	VERB
abr-367	227	33	,	,	PUNCT
abr-367	227	34	they	they	PRON
abr-367	227	35	would	would	AUX
abr-367	227	36	be	be	AUX
abr-367	227	37	willing	willing	ADJ
abr-367	227	38	to	to	PART
abr-367	227	39	continue	continue	VERB
abr-367	227	40	to	to	PART
abr-367	227	41	do	do	VERB
abr-367	227	42	business	business	NOUN
abr-367	227	43	with	with	ADP
abr-367	227	44	the	the	DET
abr-367	227	45	company	company	NOUN
abr-367	227	46	again	again	ADV
abr-367	227	47	”	"	PUNCT
abr-367	227	48	(	(	PUNCT
abr-367	227	49	newstex	newstex	ADJ
abr-367	227	50	trade	trade	NOUN
abr-367	227	51	and	and	CCONJ
abr-367	227	52	industry	industry	NOUN
abr-367	227	53	blogs	blog	NOUN
abr-367	227	54	,	,	PUNCT
abr-367	227	55	2018	2018	NUM
abr-367	227	56	)	)	PUNCT
abr-367	227	57	.	.	PUNCT
abr-367	228	1	sixty	sixty	NUM
abr-367	228	2	six	six	NUM
abr-367	228	3	percent	percent	NOUN
abr-367	228	4	of	of	ADP
abr-367	228	5	customers	customer	NOUN
abr-367	228	6	indicated	indicate	VERB
abr-367	228	7	they	they	PRON
abr-367	228	8	would	would	AUX
abr-367	228	9	be	be	AUX
abr-367	228	10	more	more	ADV
abr-367	228	11	loyal	loyal	ADJ
abr-367	228	12	if	if	SCONJ
abr-367	228	13	they	they	PRON
abr-367	228	14	received	receive	VERB
abr-367	228	15	good	good	ADJ
abr-367	228	16	customer	customer	NOUN
abr-367	228	17	service	service	NOUN
abr-367	228	18	and	and	CCONJ
abr-367	228	19	65	65	NUM
abr-367	228	20	%	%	NOUN
abr-367	228	21	indicated	indicate	VERB
abr-367	228	22	they	they	PRON
abr-367	228	23	would	would	AUX
abr-367	228	24	be	be	AUX
abr-367	228	25	willing	willing	ADJ
abr-367	228	26	to	to	PART
abr-367	228	27	recommend	recommend	VERB
abr-367	228	28	the	the	DET
abr-367	228	29	company	company	NOUN
abr-367	228	30	.	.	PUNCT
abr-367	229	1	the	the	DET
abr-367	229	2	lack	lack	NOUN
abr-367	229	3	of	of	ADP
abr-367	229	4	supportive	supportive	ADJ
abr-367	229	5	hr	hr	NOUN
abr-367	229	6	strategies	strategy	NOUN
abr-367	229	7	may	may	AUX
abr-367	229	8	save	save	VERB
abr-367	229	9	money	money	NOUN
abr-367	229	10	in	in	ADP
abr-367	229	11	the	the	DET
abr-367	229	12	short	short	ADJ
abr-367	229	13	run	run	NOUN
abr-367	229	14	but	but	CCONJ
abr-367	229	15	does	do	AUX
abr-367	229	16	this	this	DET
abr-367	229	17	lack	lack	NOUN
abr-367	229	18	erode	erode	VERB
abr-367	229	19	long	long	ADJ
abr-367	229	20	-	-	PUNCT
abr-367	229	21	term	term	NOUN
abr-367	229	22	customer	customer	NOUN
abr-367	229	23	loyalty	loyalty	NOUN
abr-367	229	24	?	?	PUNCT
abr-367	230	1	customer	customer	NOUN
abr-367	230	2	loyalty	loyalty	NOUN
abr-367	230	3	may	may	AUX
abr-367	230	4	be	be	AUX
abr-367	230	5	the	the	DET
abr-367	230	6	only	only	ADJ
abr-367	230	7	sustainable	sustainable	ADJ
abr-367	230	8	competitive	competitive	ADJ
abr-367	230	9	advantage	advantage	NOUN
abr-367	230	10	during	during	ADP
abr-367	230	11	the	the	DET
abr-367	230	12	turbulent	turbulent	ADJ
abr-367	230	13	environment	environment	NOUN
abr-367	230	14	of	of	ADP
abr-367	230	15	covid-19	covid-19	PROPN
abr-367	230	16	.	.	PUNCT
abr-367	231	1	references	references	PROPN
abr-367	231	2	brennan	brennan	PROPN
abr-367	231	3	,	,	PUNCT
abr-367	231	4	b.	b.	PROPN
abr-367	231	5	(	(	PUNCT
abr-367	231	6	2020	2020	NUM
abr-367	231	7	)	)	PUNCT
abr-367	231	8	radical	radical	ADJ
abr-367	231	9	empathy	empathy	NOUN
abr-367	231	10	and	and	CCONJ
abr-367	231	11	other	other	ADJ
abr-367	231	12	ways	way	NOUN
abr-367	231	13	to	to	PART
abr-367	231	14	rethink	rethink	VERB
abr-367	231	15	your	your	PRON
abr-367	231	16	customer	customer	NOUN
abr-367	231	17	experience	experience	NOUN
abr-367	231	18	,	,	PUNCT
abr-367	231	19	forbes	forbes	PROPN
abr-367	231	20	online	online	PROPN
abr-367	231	21	,	,	PUNCT
abr-367	231	22	https://www.forbes.com/sites/bridgetbrennan/2020/10/08/radical-empathy-andother-ways-to-rethink-your-customer-experience/?sh=9023ace5f3bd	https://www.forbes.com/sites/bridgetbrennan/2020/10/08/radical-empathy-andother-ways-to-rethink-your-customer-experience/?sh=9023ace5f3bd	PROPN
abr-367	231	23	.	.	PUNCT
abr-367	231	24	october	october	PROPN
abr-367	231	25	8	8	NUM
abr-367	231	26	,	,	PUNCT
abr-367	231	27	2020	2020	NUM
abr-367	231	28	.	.	PUNCT
abr-367	232	1	carbo	carbo	PROPN
abr-367	232	2	,	,	PUNCT
abr-367	232	3	j.	j.	PROPN
abr-367	232	4	,	,	PUNCT
abr-367	232	5	pellegrino	pellegrino	PROPN
abr-367	232	6	,	,	PUNCT
abr-367	232	7	k.	k.	PROPN
abr-367	232	8	;	;	PUNCT
abr-367	232	9	and	and	CCONJ
abr-367	232	10	pellegrino	pellegrino	PROPN
abr-367	232	11	,	,	PUNCT
abr-367	232	12	r.	r.	PROPN
abr-367	232	13	(	(	PUNCT
abr-367	232	14	2009	2009	NUM
abr-367	232	15	)	)	PUNCT
abr-367	232	16	using	use	VERB
abr-367	232	17	strategic	strategic	ADJ
abr-367	232	18	management	management	NOUN
abr-367	232	19	principles	principle	NOUN
abr-367	232	20	,	,	PUNCT
abr-367	232	21	shrm	shrm	PROPN
abr-367	232	22	theory	theory	NOUN
abr-367	232	23	and	and	CCONJ
abr-367	232	24	organizational	organizational	ADJ
abr-367	232	25	theories	theory	NOUN
abr-367	232	26	to	to	PART
abr-367	232	27	make	make	VERB
abr-367	232	28	practical	practical	ADJ
abr-367	232	29	,	,	PUNCT
abr-367	232	30	legal	legal	ADJ
abr-367	232	31	,	,	PUNCT
abr-367	232	32	ethical	ethical	ADJ
abr-367	232	33	and	and	CCONJ
abr-367	232	34	strategic	strategic	ADJ
abr-367	232	35	employment	employment	NOUN
abr-367	232	36	law	law	NOUN
abr-367	232	37	related	relate	VERB
abr-367	232	38	hr	hr	NOUN
abr-367	232	39	decisions	decision	NOUN
abr-367	232	40	.	.	PUNCT
abr-367	233	1	proceedings	proceeding	NOUN
abr-367	233	2	of	of	ADP
abr-367	233	3	the	the	DET
abr-367	233	4	academy	academy	NOUN
abr-367	233	5	of	of	ADP
abr-367	233	6	business	business	NOUN
abr-367	233	7	disciplines	discipline	NOUN
abr-367	233	8	,	,	PUNCT
abr-367	233	9	fort	fort	PROPN
abr-367	233	10	myers	myers	PROPN
abr-367	233	11	florida	florida	PROPN
abr-367	233	12	,	,	PUNCT
abr-367	233	13	november	november	PROPN
abr-367	233	14	2009	2009	NUM
abr-367	233	15	.	.	PUNCT
abr-367	234	1	customer	customer	NOUN
abr-367	234	2	service	service	NOUN
abr-367	234	3	blog	blog	NOUN
abr-367	234	4	(	(	PUNCT
abr-367	234	5	may	may	AUX
abr-367	234	6	,	,	PUNCT
abr-367	234	7	2018	2018	NUM
abr-367	234	8	)	)	PUNCT
abr-367	234	9	“	"	PUNCT
abr-367	234	10	$	$	SYM
abr-367	234	11	75	75	NUM
abr-367	234	12	billion	billion	NUM
abr-367	234	13	dollars	dollar	NOUN
abr-367	234	14	is	be	AUX
abr-367	234	15	lost	lose	VERB
abr-367	234	16	due	due	ADJ
abr-367	234	17	to	to	ADP
abr-367	234	18	poor	poor	ADJ
abr-367	234	19	customer	customer	NOUN
abr-367	234	20	service	service	NOUN
abr-367	234	21	”	"	PUNCT
abr-367	234	22	,	,	PUNCT
abr-367	234	23	newstex	newstex	ADJ
abr-367	234	24	trade	trade	NOUN
abr-367	234	25	&	&	CCONJ
abr-367	234	26	industry	industry	NOUN
abr-367	234	27	blogs	blog	NOUN
abr-367	234	28	,	,	PUNCT
abr-367	234	29	chatham	chatham	PROPN
abr-367	234	30	.	.	PUNCT
abr-367	235	1	dow	dow	PROPN
abr-367	235	2	jones	jones	PROPN
abr-367	235	3	institutional	institutional	PROPN
abr-367	235	4	news	news	PROPN
abr-367	235	5	(	(	PUNCT
abr-367	235	6	2014	2014	NUM
abr-367	235	7	)	)	PUNCT
abr-367	235	8	poor	poor	ADJ
abr-367	235	9	customer	customer	NOUN
abr-367	235	10	service	service	NOUN
abr-367	235	11	is	be	AUX
abr-367	235	12	eroding	erode	VERB
abr-367	235	13	customer	customer	NOUN
abr-367	235	14	loyalty	loyalty	NOUN
abr-367	235	15	to	to	ADP
abr-367	235	16	retail	retail	ADJ
abr-367	235	17	brands	brand	NOUN
abr-367	235	18	.	.	PUNCT
abr-367	236	1	new	new	PROPN
abr-367	236	2	york	york	PROPN
abr-367	236	3	,	,	PUNCT
abr-367	236	4	new	new	PROPN
abr-367	236	5	york	york	PROPN
abr-367	236	6	,	,	PUNCT
abr-367	236	7	august	august	PROPN
abr-367	236	8	20	20	NUM
abr-367	236	9	,	,	PUNCT
abr-367	236	10	2014	2014	NUM
abr-367	236	11	.	.	PUNCT
abr-367	237	1	deutsch	deutsch	PROPN
abr-367	237	2	,	,	PUNCT
abr-367	237	3	morton	morton	PROPN
abr-367	237	4	(	(	PUNCT
abr-367	237	5	1985	1985	NUM
abr-367	237	6	)	)	PUNCT
abr-367	237	7	.	.	PUNCT
abr-367	238	1	distributive	distributive	ADJ
abr-367	238	2	justice	justice	NOUN
abr-367	238	3	:	:	PUNCT
abr-367	238	4	a	a	DET
abr-367	238	5	social	social	ADJ
abr-367	238	6	-	-	PUNCT
abr-367	238	7	psychological	psychological	ADJ
abr-367	238	8	perspective	perspective	NOUN
abr-367	238	9	,	,	PUNCT
abr-367	238	10	new	new	ADJ
abr-367	238	11	haven	haven	NOUN
abr-367	238	12	,	,	PUNCT
abr-367	238	13	ct	ct	PROPN
abr-367	238	14	:	:	PUNCT
abr-367	238	15	yale	yale	PROPN
abr-367	238	16	university	university	PROPN
abr-367	238	17	press	press	NOUN
abr-367	238	18	.	.	PUNCT
abr-367	239	1	folger	folger	PROPN
abr-367	239	2	,	,	PUNCT
abr-367	239	3	r.	r.	PROPN
abr-367	239	4	&	&	CCONJ
abr-367	239	5	cropanzano	cropanzano	PROPN
abr-367	239	6	,	,	PUNCT
abr-367	239	7	r.	r.	PROPN
abr-367	239	8	(	(	PUNCT
abr-367	239	9	1998	1998	NUM
abr-367	239	10	)	)	PUNCT
abr-367	239	11	.	.	PUNCT
abr-367	240	1	organizational	organizational	ADJ
abr-367	240	2	justice	justice	NOUN
abr-367	240	3	and	and	CCONJ
abr-367	240	4	human	human	ADJ
abr-367	240	5	resource	resource	NOUN
abr-367	240	6	management	management	NOUN
abr-367	240	7	,	,	PUNCT
abr-367	240	8	thousand	thousand	NUM
abr-367	240	9	oaks	oak	NOUN
abr-367	240	10	,	,	PUNCT
abr-367	240	11	ca	can	AUX
abr-367	240	12	,	,	PUNCT
abr-367	240	13	sage	sage	NOUN
abr-367	240	14	publications	publication	NOUN
abr-367	240	15	.	.	PUNCT
abr-367	241	1	goodwin	goodwin	PROPN
abr-367	241	2	,	,	PUNCT
abr-367	241	3	c.	c.	PROPN
abr-367	241	4	&	&	CCONJ
abr-367	241	5	ross	ross	PROPN
abr-367	241	6	,	,	PUNCT
abr-367	241	7	i.	i.	PROPN
abr-367	241	8	(	(	PUNCT
abr-367	241	9	1992	1992	NUM
abr-367	241	10	)	)	PUNCT
abr-367	241	11	.	.	PUNCT
abr-367	242	1	consumer	consumer	NOUN
abr-367	242	2	responses	response	NOUN
abr-367	242	3	to	to	ADP
abr-367	242	4	service	service	NOUN
abr-367	242	5	failures	failure	NOUN
abr-367	242	6	:	:	PUNCT
abr-367	242	7	influence	influence	NOUN
abr-367	242	8	of	of	ADP
abr-367	242	9	procedural	procedural	ADJ
abr-367	242	10	and	and	CCONJ
abr-367	242	11	interactional	interactional	ADJ
abr-367	242	12	fairness	fairness	NOUN
abr-367	242	13	perceptions	perception	NOUN
abr-367	242	14	.	.	PUNCT
abr-367	243	1	journal	journal	NOUN
abr-367	243	2	of	of	ADP
abr-367	243	3	business	business	NOUN
abr-367	243	4	research	research	NOUN
abr-367	243	5	,	,	PUNCT
abr-367	243	6	25	25	NUM
abr-367	243	7	(	(	PUNCT
abr-367	243	8	2	2	NUM
abr-367	243	9	)	)	PUNCT
abr-367	243	10	,	,	PUNCT
abr-367	243	11	149	149	NUM
abr-367	243	12	-	-	SYM
abr-367	243	13	163	163	NUM
abr-367	243	14	.	.	PUNCT
abr-367	244	1	greenberg	greenberg	PROPN
abr-367	244	2	,	,	PUNCT
abr-367	244	3	jerald	jerald	PROPN
abr-367	244	4	(	(	PUNCT
abr-367	244	5	1990	1990	NUM
abr-367	244	6	)	)	PUNCT
abr-367	244	7	.	.	PUNCT
abr-367	245	1	organizational	organizational	ADJ
abr-367	245	2	justice	justice	NOUN
abr-367	245	3	:	:	PUNCT
abr-367	245	4	yesterday	yesterday	NOUN
abr-367	245	5	,	,	PUNCT
abr-367	245	6	today	today	NOUN
abr-367	245	7	and	and	CCONJ
abr-367	245	8	tomorrow.journal	tomorrow.journal	ADJ
abr-367	245	9	of	of	ADP
abr-367	245	10	management	management	NOUN
abr-367	245	11	,	,	PUNCT
abr-367	245	12	16(2	16(2	NUM
abr-367	245	13	)	)	PUNCT
abr-367	245	14	,	,	PUNCT
abr-367	245	15	399	399	NUM
abr-367	245	16	-	-	SYM
abr-367	245	17	342	342	NUM
abr-367	245	18	.	.	PUNCT
abr-367	246	1	https://www.forbes.com/sites/bridgetbrennan/2020/10/08/radical-empathy-and-other-ways-to-rethink-your-customer-experience/?sh=9023ace5f3bd	https://www.forbes.com/sites/bridgetbrennan/2020/10/08/radical-empathy-and-other-ways-to-rethink-your-customer-experience/?sh=9023ace5f3bd	PROPN
abr-367	246	2	https://www.forbes.com/sites/bridgetbrennan/2020/10/08/radical-empathy-and-other-ways-to-rethink-your-customer-experience/?sh=9023ace5f3bd	https://www.forbes.com/sites/bridgetbrennan/2020/10/08/radical-empathy-and-other-ways-to-rethink-your-customer-experience/?sh=9023ace5f3bd	NUM
abr-367	246	3	25	25	NUM
abr-367	246	4	hanbury	hanbury	PROPN
abr-367	246	5	,	,	PUNCT
abr-367	246	6	mary	mary	PROPN
abr-367	246	7	(	(	PUNCT
abr-367	246	8	2020	2020	NUM
abr-367	246	9	)	)	PUNCT
abr-367	246	10	peloton	peloton	NOUN
abr-367	246	11	customers	customer	NOUN
abr-367	246	12	are	be	AUX
abr-367	246	13	complaining	complain	VERB
abr-367	246	14	about	about	ADP
abr-367	246	15	months	month	NOUN
abr-367	246	16	-	-	PUNCT
abr-367	246	17	long	long	ADJ
abr-367	246	18	deliver	deliver	NOUN
abr-367	246	19	delays	delay	NOUN
abr-367	246	20	,	,	PUNCT
abr-367	246	21	last	last	ADJ
abr-367	246	22	minute	minute	NOUN
abr-367	246	23	cancellations	cancellation	NOUN
abr-367	246	24	,	,	PUNCT
abr-367	246	25	and	and	CCONJ
abr-367	246	26	poor	poor	ADJ
abr-367	246	27	customer	customer	NOUN
abr-367	246	28	service	service	NOUN
abr-367	246	29	as	as	SCONJ
abr-367	246	30	the	the	DET
abr-367	246	31	high	high	ADJ
abr-367	246	32	-	-	PUNCT
abr-367	246	33	tech	tech	NOUN
abr-367	246	34	fitness	fitness	NOUN
abr-367	246	35	company	company	NOUN
abr-367	246	36	grapples	grapple	VERB
abr-367	246	37	with	with	ADP
abr-367	246	38	growing	grow	VERB
abr-367	246	39	demand	demand	NOUN
abr-367	246	40	.	.	PUNCT
abr-367	247	1	business	business	NOUN
abr-367	247	2	insider	insider	NOUN
abr-367	247	3	,	,	PUNCT
abr-367	247	4	new	new	PROPN
abr-367	247	5	york	york	PROPN
abr-367	247	6	,	,	PUNCT
abr-367	247	7	new	new	PROPN
abr-367	247	8	york	york	PROPN
abr-367	247	9	,	,	PUNCT
abr-367	247	10	june	june	PROPN
abr-367	247	11	18	18	NUM
abr-367	247	12	,	,	PUNCT
abr-367	247	13	2020	2020	NUM
abr-367	247	14	.	.	PUNCT
abr-367	248	1	lawler	lawler	PROPN
abr-367	248	2	,	,	PUNCT
abr-367	248	3	ee	ee	PROPN
abr-367	248	4	(	(	PUNCT
abr-367	248	5	1986	1986	NUM
abr-367	248	6	)	)	PUNCT
abr-367	248	7	.	.	PUNCT
abr-367	249	1	high	high	ADJ
abr-367	249	2	involvement	involvement	NOUN
abr-367	249	3	management	management	NOUN
abr-367	249	4	:	:	PUNCT
abr-367	249	5	participative	participative	ADJ
abr-367	249	6	strategies	strategy	NOUN
abr-367	249	7	for	for	ADP
abr-367	249	8	improvement	improvement	NOUN
abr-367	249	9	in	in	ADP
abr-367	249	10	organisational	organisational	ADJ
abr-367	249	11	performance	performance	NOUN
abr-367	249	12	,	,	PUNCT
abr-367	249	13	jossey	jossey	NOUN
abr-367	249	14	-	-	PUNCT
abr-367	249	15	bass	bass	NOUN
abr-367	249	16	,	,	PUNCT
abr-367	249	17	san	san	PROPN
abr-367	249	18	fransisco	fransisco	PROPN
abr-367	249	19	,	,	PUNCT
abr-367	249	20	ca	ca	PROPN
abr-367	249	21	.	.	PUNCT
abr-367	249	22	maxham	maxham	PROPN
abr-367	249	23	,	,	PUNCT
abr-367	249	24	j.	j.	PROPN
abr-367	249	25	&	&	CCONJ
abr-367	249	26	netemeyer	netemeyer	PROPN
abr-367	249	27	,	,	PUNCT
abr-367	249	28	r.	r.	PROPN
abr-367	249	29	(	(	PUNCT
abr-367	249	30	2003	2003	NUM
abr-367	249	31	)	)	PUNCT
abr-367	249	32	.	.	PUNCT
abr-367	250	1	firms	firm	NOUN
abr-367	250	2	reap	reap	VERB
abr-367	250	3	what	what	PRON
abr-367	250	4	they	they	PRON
abr-367	250	5	sow	sow	VERB
abr-367	250	6	:	:	PUNCT
abr-367	250	7	the	the	DET
abr-367	250	8	effects	effect	NOUN
abr-367	250	9	of	of	ADP
abr-367	250	10	shared	share	VERB
abr-367	250	11	values	value	NOUN
abr-367	250	12	and	and	CCONJ
abr-367	250	13	perceived	perceive	VERB
abr-367	250	14	organizational	organizational	ADJ
abr-367	250	15	justice	justice	NOUN
abr-367	250	16	on	on	ADP
abr-367	250	17	customers	customer	NOUN
abr-367	250	18	'	'	PART
abr-367	250	19	evaluations	evaluation	NOUN
abr-367	250	20	of	of	ADP
abr-367	250	21	complaint	complaint	NOUN
abr-367	250	22	handling	handling	NOUN
abr-367	250	23	.	.	PUNCT
abr-367	251	1	journal	journal	PROPN
abr-367	251	2	of	of	ADP
abr-367	251	3	marketing	marketing	NOUN
abr-367	251	4	,	,	PUNCT
abr-367	251	5	67	67	NUM
abr-367	251	6	(	(	PUNCT
abr-367	251	7	january	january	PROPN
abr-367	251	8	)	)	PUNCT
abr-367	251	9	,	,	PUNCT
abr-367	251	10	46	46	NUM
abr-367	251	11	-	-	SYM
abr-367	251	12	62	62	NUM
abr-367	251	13	.	.	PUNCT
abr-367	252	1	mehra	mehra	PROPN
abr-367	252	2	,	,	PUNCT
abr-367	252	3	samantha	samantha	PROPN
abr-367	252	4	(	(	PUNCT
abr-367	252	5	december	december	PROPN
abr-367	252	6	2018	2018	NUM
abr-367	252	7	)	)	PUNCT
abr-367	252	8	,	,	PUNCT
abr-367	252	9	"	"	PUNCT
abr-367	252	10	new	new	ADJ
abr-367	252	11	study	study	NOUN
abr-367	252	12	names	name	VERB
abr-367	252	13	the	the	DET
abr-367	252	14	top	top	ADJ
abr-367	252	15	10	10	NUM
abr-367	252	16	worst	bad	ADJ
abr-367	252	17	industries	industry	NOUN
abr-367	252	18	to	to	PART
abr-367	252	19	call	call	VERB
abr-367	252	20	in	in	ADP
abr-367	252	21	2018	2018	NUM
abr-367	252	22	"	"	PUNCT
abr-367	252	23	pr	pr	PROPN
abr-367	252	24	newswire	newswire	PROPN
abr-367	252	25	,	,	PUNCT
abr-367	252	26	new	new	PROPN
abr-367	252	27	york	york	PROPN
abr-367	252	28	,	,	PUNCT
abr-367	252	29	new	new	PROPN
abr-367	252	30	york	york	PROPN
abr-367	252	31	.	.	PUNCT
abr-367	253	1	monger	monger	PROPN
abr-367	253	2	,	,	PUNCT
abr-367	253	3	j.	j.	PROPN
abr-367	253	4	&	&	CCONJ
abr-367	253	5	perkins	perkins	PROPN
abr-367	253	6	,	,	PUNCT
abr-367	253	7	d.	d.	PROPN
abr-367	253	8	(	(	PUNCT
abr-367	253	9	2008	2008	NUM
abr-367	253	10	)	)	PUNCT
abr-367	253	11	.	.	PUNCT
abr-367	254	1	survey	survey	NOUN
abr-367	254	2	pain	pain	NOUN
abr-367	254	3	relief	relief	NOUN
abr-367	254	4	:	:	PUNCT
abr-367	254	5	transforming	transform	VERB
abr-367	254	6	customer	customer	NOUN
abr-367	254	7	insights	insight	NOUN
abr-367	254	8	into	into	ADP
abr-367	254	9	action	action	NOUN
abr-367	254	10	,	,	PUNCT
abr-367	254	11	a	a	DET
abr-367	254	12	cure	cure	NOUN
abr-367	254	13	for	for	ADP
abr-367	254	14	the	the	DET
abr-367	254	15	billions	billion	NOUN
abr-367	254	16	wasted	waste	VERB
abr-367	254	17	on	on	ADP
abr-367	254	18	"	"	PUNCT
abr-367	254	19	dead	dead	ADJ
abr-367	254	20	end	end	NOUN
abr-367	254	21	"	"	PUNCT
abr-367	254	22	customer	customer	NOUN
abr-367	254	23	survey	survey	NOUN
abr-367	254	24	programs	program	NOUN
abr-367	254	25	.	.	PUNCT
abr-367	255	1	icmi	icmi	PROPN
abr-367	255	2	press	press	PROPN
abr-367	255	3	,	,	PUNCT
abr-367	255	4	colorado	colorado	PROPN
abr-367	255	5	springs	springs	PROPN
abr-367	255	6	,	,	PUNCT
abr-367	255	7	co.	co.	PROPN
abr-367	255	8	murphy	murphy	PROPN
abr-367	255	9	,	,	PUNCT
abr-367	255	10	j.	j.	PROPN
abr-367	255	11	(	(	PUNCT
abr-367	255	12	2020	2020	NUM
abr-367	255	13	)	)	PUNCT
abr-367	255	14	.	.	PUNCT
abr-367	256	1	in	in	ADP
abr-367	256	2	new	new	ADJ
abr-367	256	3	state	state	NOUN
abr-367	256	4	of	of	ADP
abr-367	256	5	cx	cx	PROPN
abr-367	256	6	study	study	NOUN
abr-367	256	7	by	by	ADP
abr-367	256	8	simplr	simplr	NOUN
abr-367	256	9	,	,	PUNCT
abr-367	256	10	27	27	NUM
abr-367	256	11	%	%	NOUN
abr-367	256	12	of	of	ADP
abr-367	256	13	consumers	consumer	NOUN
abr-367	256	14	say	say	VERB
abr-367	256	15	their	their	PRON
abr-367	256	16	brand	brand	NOUN
abr-367	256	17	loyalty	loyalty	NOUN
abr-367	256	18	has	have	AUX
abr-367	256	19	wavered	waver	VERB
abr-367	256	20	during	during	ADP
abr-367	256	21	pandemic	pandemic	ADJ
abr-367	256	22	due	due	ADJ
abr-367	256	23	to	to	ADP
abr-367	256	24	long	long	ADJ
abr-367	256	25	customer	customer	NOUN
abr-367	256	26	service	service	NOUN
abr-367	256	27	wait	wait	PROPN
abr-367	256	28	times	time	NOUN
abr-367	256	29	.	.	PUNCT
abr-367	257	1	pr	pr	PROPN
abr-367	257	2	newswire	newswire	PROPN
abr-367	257	3	,	,	PUNCT
abr-367	257	4	new	new	PROPN
abr-367	257	5	york	york	PROPN
abr-367	257	6	,	,	PUNCT
abr-367	257	7	new	new	PROPN
abr-367	257	8	york	york	PROPN
abr-367	257	9	.	.	PUNCT
abr-367	258	1	newstex	newstex	ADJ
abr-367	258	2	trade	trade	NOUN
abr-367	258	3	and	and	CCONJ
abr-367	258	4	industry	industry	NOUN
abr-367	258	5	blogs	blog	NOUN
abr-367	258	6	(	(	PUNCT
abr-367	258	7	2018	2018	NUM
abr-367	258	8	)	)	PUNCT
abr-367	258	9	.	.	PUNCT
abr-367	259	1	$	$	SYM
abr-367	259	2	75	75	NUM
abr-367	259	3	billion	billion	NUM
abr-367	259	4	dollars	dollar	NOUN
abr-367	259	5	is	be	AUX
abr-367	259	6	lost	lose	VERB
abr-367	259	7	due	due	ADJ
abr-367	259	8	to	to	ADP
abr-367	259	9	poor	poor	ADJ
abr-367	259	10	customer	customer	NOUN
abr-367	259	11	service	service	NOUN
abr-367	259	12	,	,	PUNCT
abr-367	259	13	chatham	chatham	PROPN
abr-367	259	14	,	,	PUNCT
abr-367	259	15	newstex	newstex	NOUN
abr-367	259	16	.	.	PUNCT
abr-367	260	1	may	may	AUX
abr-367	260	2	23	23	NUM
abr-367	260	3	,	,	PUNCT
abr-367	260	4	2018	2018	NUM
abr-367	260	5	.	.	PUNCT
abr-367	261	1	pr	pr	PROPN
abr-367	261	2	newswire	newswire	PROPN
abr-367	261	3	(	(	PUNCT
abr-367	261	4	2020a	2020a	NUM
abr-367	261	5	)	)	PUNCT
abr-367	261	6	sitel	sitel	PROPN
abr-367	261	7	group	group	PROPN
abr-367	261	8	report	report	NOUN
abr-367	261	9	reveals	reveal	VERB
abr-367	261	10	customer	customer	NOUN
abr-367	261	11	experience	experience	NOUN
abr-367	261	12	reigns	reign	NOUN
abr-367	261	13	as	as	ADP
abr-367	261	14	brand	brand	NOUN
abr-367	261	15	loyalty	loyalty	NOUN
abr-367	261	16	driver	driver	NOUN
abr-367	261	17	through	through	ADP
abr-367	261	18	pandemic	pandemic	ADJ
abr-367	261	19	.	.	PUNCT
abr-367	262	1	pr	pr	PROPN
abr-367	262	2	newswire	newswire	PROPN
abr-367	262	3	,	,	PUNCT
abr-367	262	4	new	new	PROPN
abr-367	262	5	york	york	PROPN
abr-367	262	6	,	,	PUNCT
abr-367	262	7	new	new	PROPN
abr-367	262	8	york	york	PROPN
abr-367	262	9	july	july	PROPN
abr-367	262	10	6	6	NUM
abr-367	262	11	,	,	PUNCT
abr-367	262	12	2020	2020	NUM
abr-367	262	13	.	.	PUNCT
abr-367	263	1	pr	pr	PROPN
abr-367	263	2	newswire	newswire	PROPN
abr-367	263	3	(	(	PUNCT
abr-367	263	4	2020b	2020b	NUM
abr-367	263	5	)	)	PUNCT
abr-367	263	6	80	80	NUM
abr-367	263	7	%	%	NOUN
abr-367	263	8	consumers	consumer	NOUN
abr-367	263	9	expect	expect	VERB
abr-367	263	10	better	well	ADJ
abr-367	263	11	customer	customer	NOUN
abr-367	263	12	service	service	NOUN
abr-367	263	13	during	during	ADP
abr-367	263	14	covid-19	covid-19	PROPN
abr-367	263	15	,	,	PUNCT
abr-367	263	16	finds	find	VERB
abr-367	263	17	hiver	hiver	PROPN
abr-367	263	18	research	research	PROPN
abr-367	263	19	,	,	PUNCT
abr-367	263	20	new	new	PROPN
abr-367	263	21	york	york	PROPN
abr-367	263	22	,	,	PUNCT
abr-367	263	23	new	new	PROPN
abr-367	263	24	york	york	PROPN
abr-367	263	25	,	,	PUNCT
abr-367	263	26	october	october	PROPN
abr-367	263	27	27	27	NUM
abr-367	263	28	,	,	PUNCT
abr-367	263	29	2020	2020	NUM
abr-367	263	30	.	.	PUNCT
abr-367	264	1	restaurant	restaurant	NOUN
abr-367	264	2	hospitality	hospitality	NOUN
abr-367	264	3	(	(	PUNCT
abr-367	264	4	2010	2010	NUM
abr-367	264	5	)	)	PUNCT
abr-367	264	6	poor	poor	ADJ
abr-367	264	7	customer	customer	NOUN
abr-367	264	8	service	service	NOUN
abr-367	264	9	:	:	PUNCT
abr-367	264	10	more	more	ADV
abr-367	264	11	costly	costly	ADJ
abr-367	264	12	than	than	SCONJ
abr-367	264	13	you	you	PRON
abr-367	264	14	think	think	VERB
abr-367	264	15	.	.	PUNCT
abr-367	265	1	cleveland	cleveland	PROPN
abr-367	265	2	ohio	ohio	PROPN
abr-367	265	3	october	october	PROPN
abr-367	265	4	21	21	NUM
abr-367	265	5	,	,	PUNCT
abr-367	265	6	2010	2010	NUM
abr-367	265	7	.	.	PUNCT
abr-367	266	1	tax	tax	NOUN
abr-367	266	2	,	,	PUNCT
abr-367	266	3	s.	s.	PROPN
abr-367	266	4	,	,	PUNCT
abr-367	266	5	brown	brown	PROPN
abr-367	266	6	,	,	PUNCT
abr-367	266	7	s.	s.	PROPN
abr-367	266	8	&	&	CCONJ
abr-367	266	9	chandrashekaran	chandrashekaran	PROPN
abr-367	266	10	,	,	PUNCT
abr-367	266	11	m.	m.	NOUN
abr-367	266	12	(	(	PUNCT
abr-367	266	13	1998	1998	NUM
abr-367	266	14	)	)	PUNCT
abr-367	266	15	.	.	PUNCT
abr-367	267	1	customer	customer	NOUN
abr-367	267	2	evaluations	evaluation	NOUN
abr-367	267	3	of	of	ADP
abr-367	267	4	service	service	NOUN
abr-367	267	5	complaint	complaint	NOUN
abr-367	267	6	experiences	experience	NOUN
abr-367	267	7	:	:	PUNCT
abr-367	267	8	implications	implication	NOUN
abr-367	267	9	for	for	ADP
abr-367	267	10	relationship	relationship	NOUN
abr-367	267	11	marketing	marketing	NOUN
abr-367	267	12	,	,	PUNCT
abr-367	267	13	journal	journal	NOUN
abr-367	267	14	of	of	ADP
abr-367	267	15	marketing	marketing	NOUN
abr-367	267	16	,	,	PUNCT
abr-367	267	17	62	62	NUM
abr-367	267	18	(	(	PUNCT
abr-367	267	19	april	april	PROPN
abr-367	267	20	)	)	PUNCT
abr-367	267	21	,	,	PUNCT
abr-367	267	22	60	60	NUM
abr-367	267	23	-	-	SYM
abr-367	267	24	76	76	NUM
abr-367	267	25	.	.	PUNCT
abr-367	268	1	terlep	terlep	PROPN
abr-367	268	2	,	,	PUNCT
abr-367	268	3	s.	s.	PROPN
abr-367	268	4	(	(	PUNCT
abr-367	268	5	2020).customer	2020).customer	NUM
abr-367	268	6	calls	call	VERB
abr-367	268	7	to	to	ADP
abr-367	268	8	companies	company	NOUN
abr-367	268	9	rise	rise	VERB
abr-367	268	10	amid	amid	ADP
abr-367	268	11	coronavirus	coronavirus	NOUN
abr-367	268	12	,	,	PUNCT
abr-367	268	13	but	but	CCONJ
abr-367	268	14	operators	operator	NOUN
abr-367	268	15	are	be	AUX
abr-367	268	16	n't	not	PART
abr-367	268	17	standing	stand	VERB
abr-367	268	18	by	by	ADP
abr-367	268	19	.	.	PUNCT
abr-367	269	1	wall	wall	PROPN
abr-367	269	2	street	street	PROPN
abr-367	269	3	journal	journal	PROPN
abr-367	269	4	online	online	PROPN
abr-367	269	5	,	,	PUNCT
abr-367	269	6	new	new	PROPN
abr-367	269	7	york	york	PROPN
abr-367	269	8	,	,	PUNCT
abr-367	269	9	new	new	PROPN
abr-367	269	10	york	york	PROPN
abr-367	269	11	.	.	PUNCT
abr-367	270	1	wallace	wallace	PROPN
abr-367	270	2	,	,	PUNCT
abr-367	270	3	c.	c.	PROPN
abr-367	270	4	,	,	PUNCT
abr-367	270	5	eagleson	eagleson	NOUN
abr-367	270	6	,	,	PUNCT
abr-367	270	7	g.	g.	PROPN
abr-367	270	8	,	,	PUNCT
abr-367	270	9	&	&	CCONJ
abr-367	270	10	waldersee	waldersee	PROPN
abr-367	270	11	,	,	PUNCT
abr-367	270	12	r.	r.	PROPN
abr-367	270	13	(	(	PUNCT
abr-367	270	14	2000	2000	NUM
abr-367	270	15	)	)	PUNCT
abr-367	270	16	.	.	PUNCT
abr-367	271	1	the	the	DET
abr-367	271	2	sacrificial	sacrificial	ADJ
abr-367	271	3	hr	hr	NOUN
abr-367	271	4	strategy	strategy	NOUN
abr-367	271	5	in	in	ADP
abr-367	271	6	call	call	NOUN
abr-367	271	7	centers	center	NOUN
abr-367	271	8	.	.	PUNCT
abr-367	272	1	journal	journal	PROPN
abr-367	272	2	of	of	ADP
abr-367	272	3	service	service	NOUN
abr-367	272	4	management	management	NOUN
abr-367	272	5	,	,	PUNCT
abr-367	272	6	11(2	11(2	NUM
abr-367	272	7	)	)	PUNCT
abr-367	272	8	,	,	PUNCT
abr-367	272	9	174	174	NUM
abr-367	272	10	-	-	SYM
abr-367	272	11	184	184	NUM
abr-367	272	12	.	.	PUNCT