id	sid	tid	token	lemma	pos
ajfa-1143	1	1	microsoft	microsoft	PROPN
ajfa-1143	1	2	word	word	NOUN
ajfa-1143	1	3	1143	1143	NUM
ajfa-1143	1	4	-	-	SYM
ajfa-1143	1	5	4707	4707	NUM
ajfa-1143	1	6	-	-	PUNCT
ajfa-1143	1	7	1	1	NUM
ajfa-1143	1	8	-	-	PUNCT
ajfa-1143	1	9	rv	rv	NOUN
ajfa-1143	2	1	_	_	PUNCT
ajfa-1143	2	2	1_-writer2	1_-writer2	NUM
ajfa-1143	2	3	-	-	PUNCT
ajfa-1143	2	4	new	new	ADJ
ajfa-1143	2	5	asian	asian	ADJ
ajfa-1143	2	6	journal	journal	NOUN
ajfa-1143	2	7	of	of	ADP
ajfa-1143	2	8	finance	finance	PROPN
ajfa-1143	2	9	&	&	CCONJ
ajfa-1143	2	10	accounting	accounting	PROPN
ajfa-1143	2	11	issn	issn	PROPN
ajfa-1143	2	12	1946	1946	NUM
ajfa-1143	2	13	-	-	PUNCT
ajfa-1143	2	14	052x	052x	NOUN
ajfa-1143	2	15	2012	2012	NUM
ajfa-1143	2	16	,	,	PUNCT
ajfa-1143	2	17	vol	vol	NOUN
ajfa-1143	2	18	.	.	PROPN
ajfa-1143	2	19	4	4	NUM
ajfa-1143	2	20	,	,	PUNCT
ajfa-1143	2	21	no	no	INTJ
ajfa-1143	2	22	.	.	NOUN
ajfa-1143	2	23	1	1	NUM
ajfa-1143	2	24	www.macrothink.org/ajfa	www.macrothink.org/ajfa	NUM
ajfa-1143	2	25	25	25	NUM
ajfa-1143	2	26	customer	customer	NOUN
ajfa-1143	2	27	service	service	NOUN
ajfa-1143	2	28	impacts	impact	NOUN
ajfa-1143	2	29	on	on	ADP
ajfa-1143	2	30	bank	bank	NOUN
ajfa-1143	2	31	policy	policy	NOUN
ajfa-1143	2	32	in	in	ADP
ajfa-1143	2	33	bangkok	bangkok	PROPN
ajfa-1143	2	34	,	,	PUNCT
ajfa-1143	2	35	thailand	thailand	PROPN
ajfa-1143	2	36	:	:	PUNCT
ajfa-1143	2	37	a	a	DET
ajfa-1143	2	38	qualitative	qualitative	ADJ
ajfa-1143	2	39	approach	approach	NOUN
ajfa-1143	2	40	dr	dr	PROPN
ajfa-1143	2	41	paul	paul	PROPN
ajfa-1143	2	42	tj	tj	PROPN
ajfa-1143	2	43	james	james	PROPN
ajfa-1143	2	44	graduate	graduate	PROPN
ajfa-1143	2	45	school	school	PROPN
ajfa-1143	2	46	,	,	PUNCT
ajfa-1143	2	47	bangkok	bangkok	PROPN
ajfa-1143	2	48	university	university	PROPN
ajfa-1143	2	49	rama	rama	PROPN
ajfa-1143	2	50	4	4	NUM
ajfa-1143	2	51	road	road	NOUN
ajfa-1143	2	52	,	,	PUNCT
ajfa-1143	2	53	klong	klong	PROPN
ajfa-1143	2	54	-	-	PUNCT
ajfa-1143	2	55	toey	toey	PROPN
ajfa-1143	2	56	,	,	PUNCT
ajfa-1143	2	57	bangkok	bangkok	PROPN
ajfa-1143	2	58	,	,	PUNCT
ajfa-1143	2	59	10110	10110	NUM
ajfa-1143	2	60	,	,	PUNCT
ajfa-1143	2	61	thailand	thailand	PROPN
ajfa-1143	2	62	e	e	PROPN
ajfa-1143	2	63	-	-	NOUN
ajfa-1143	2	64	mail	mail	NOUN
ajfa-1143	2	65	:	:	PUNCT
ajfa-1143	3	1	paul.j@bu.ac.th	paul.j@bu.ac.th	PROPN
ajfa-1143	3	2	received	receive	VERB
ajfa-1143	3	3	:	:	PUNCT
ajfa-1143	3	4	december	december	PROPN
ajfa-1143	3	5	6	6	NUM
ajfa-1143	3	6	,	,	PUNCT
ajfa-1143	3	7	2011	2011	NUM
ajfa-1143	3	8	accepted	accept	VERB
ajfa-1143	3	9	:	:	PUNCT
ajfa-1143	3	10	january	january	PROPN
ajfa-1143	3	11	8	8	NUM
ajfa-1143	3	12	,	,	PUNCT
ajfa-1143	3	13	2012	2012	NUM
ajfa-1143	3	14	published	publish	VERB
ajfa-1143	3	15	:	:	PUNCT
ajfa-1143	3	16	june	june	PROPN
ajfa-1143	3	17	1	1	NUM
ajfa-1143	3	18	,	,	PUNCT
ajfa-1143	3	19	2012	2012	NUM
ajfa-1143	3	20	doi:10.5296	doi:10.5296	NOUN
ajfa-1143	3	21	/	/	SYM
ajfa-1143	3	22	ajfa.v4i1.1143	ajfa.v4i1.1143	NOUN
ajfa-1143	3	23	url	url	NOUN
ajfa-1143	3	24	:	:	PUNCT
ajfa-1143	3	25	http://dx.doi.org/10.5296/ajfa.v4i1.1143	http://dx.doi.org/10.5296/ajfa.v4i1.1143	PROPN
ajfa-1143	3	26	abstract	abstract	NOUN
ajfa-1143	3	27	becoming	become	VERB
ajfa-1143	3	28	more	more	ADJ
ajfa-1143	3	29	customer	customer	NOUN
ajfa-1143	3	30	focused	focus	VERB
ajfa-1143	3	31	in	in	ADP
ajfa-1143	3	32	the	the	DET
ajfa-1143	3	33	banking	banking	NOUN
ajfa-1143	3	34	industry	industry	NOUN
ajfa-1143	3	35	of	of	ADP
ajfa-1143	3	36	thailand	thailand	PROPN
ajfa-1143	3	37	and	and	CCONJ
ajfa-1143	3	38	measuring	measure	VERB
ajfa-1143	3	39	service	service	NOUN
ajfa-1143	3	40	quality	quality	NOUN
ajfa-1143	3	41	levels	level	NOUN
ajfa-1143	3	42	is	be	AUX
ajfa-1143	3	43	beginning	begin	VERB
ajfa-1143	3	44	to	to	PART
ajfa-1143	3	45	be	be	AUX
ajfa-1143	3	46	understood	understand	VERB
ajfa-1143	3	47	to	to	PART
ajfa-1143	3	48	be	be	AUX
ajfa-1143	3	49	a	a	DET
ajfa-1143	3	50	very	very	ADV
ajfa-1143	3	51	useful	useful	ADJ
ajfa-1143	3	52	tool	tool	NOUN
ajfa-1143	3	53	to	to	PART
ajfa-1143	3	54	help	help	VERB
ajfa-1143	3	55	manage	manage	VERB
ajfa-1143	3	56	the	the	DET
ajfa-1143	3	57	relationship	relationship	NOUN
ajfa-1143	3	58	between	between	ADP
ajfa-1143	3	59	the	the	DET
ajfa-1143	3	60	business	business	NOUN
ajfa-1143	3	61	and	and	CCONJ
ajfa-1143	3	62	its	its	PRON
ajfa-1143	3	63	main	main	ADJ
ajfa-1143	3	64	stakeholder	stakeholder	NOUN
ajfa-1143	3	65	.	.	PUNCT
ajfa-1143	4	1	this	this	DET
ajfa-1143	4	2	paper	paper	NOUN
ajfa-1143	4	3	interogates	interogate	VERB
ajfa-1143	4	4	a	a	DET
ajfa-1143	4	5	broader	broad	ADJ
ajfa-1143	4	6	,	,	PUNCT
ajfa-1143	4	7	deeper	deep	ADJ
ajfa-1143	4	8	and	and	CCONJ
ajfa-1143	4	9	more	more	ADV
ajfa-1143	4	10	involved	involved	ADJ
ajfa-1143	4	11	understanding	understanding	NOUN
ajfa-1143	4	12	of	of	ADP
ajfa-1143	4	13	the	the	DET
ajfa-1143	4	14	issues	issue	NOUN
ajfa-1143	4	15	generated	generate	VERB
ajfa-1143	4	16	within	within	ADP
ajfa-1143	4	17	the	the	DET
ajfa-1143	4	18	thai	thai	PROPN
ajfa-1143	4	19	service	service	NOUN
ajfa-1143	4	20	-	-	PUNCT
ajfa-1143	4	21	banking	banking	NOUN
ajfa-1143	4	22	context	context	NOUN
ajfa-1143	4	23	;	;	PUNCT
ajfa-1143	4	24	and	and	CCONJ
ajfa-1143	4	25	to	to	PART
ajfa-1143	4	26	consider	consider	VERB
ajfa-1143	4	27	more	more	ADV
ajfa-1143	4	28	implicitly	implicitly	ADV
ajfa-1143	4	29	the	the	DET
ajfa-1143	4	30	issues	issue	NOUN
ajfa-1143	4	31	and	and	CCONJ
ajfa-1143	4	32	questions	question	NOUN
ajfa-1143	4	33	raised	raise	VERB
ajfa-1143	4	34	,	,	PUNCT
ajfa-1143	4	35	this	this	DET
ajfa-1143	4	36	empirical	empirical	ADJ
ajfa-1143	4	37	groundwork	groundwork	NOUN
ajfa-1143	4	38	utilised	utilise	VERB
ajfa-1143	4	39	an	an	DET
ajfa-1143	4	40	interpretive	interpretive	ADJ
ajfa-1143	4	41	approach	approach	NOUN
ajfa-1143	4	42	to	to	PART
ajfa-1143	4	43	understand	understand	VERB
ajfa-1143	4	44	the	the	DET
ajfa-1143	4	45	perceptions	perception	NOUN
ajfa-1143	4	46	of	of	ADP
ajfa-1143	4	47	bank	bank	NOUN
ajfa-1143	4	48	customers	customer	NOUN
ajfa-1143	4	49	.	.	PUNCT
ajfa-1143	5	1	the	the	DET
ajfa-1143	5	2	population	population	NOUN
ajfa-1143	5	3	for	for	ADP
ajfa-1143	5	4	this	this	DET
ajfa-1143	5	5	research	research	NOUN
ajfa-1143	5	6	were	be	AUX
ajfa-1143	5	7	new	new	ADJ
ajfa-1143	5	8	customers	customer	NOUN
ajfa-1143	5	9	of	of	ADP
ajfa-1143	5	10	6	6	NUM
ajfa-1143	5	11	months	month	NOUN
ajfa-1143	5	12	or	or	CCONJ
ajfa-1143	5	13	less	less	ADV
ajfa-1143	5	14	and	and	CCONJ
ajfa-1143	5	15	had	have	VERB
ajfa-1143	5	16	recent	recent	ADJ
ajfa-1143	5	17	and	and	CCONJ
ajfa-1143	5	18	on	on	ADP
ajfa-1143	5	19	-	-	PUNCT
ajfa-1143	5	20	going	go	VERB
ajfa-1143	5	21	experiences	experience	NOUN
ajfa-1143	5	22	of	of	ADP
ajfa-1143	5	23	local	local	ADJ
ajfa-1143	5	24	bank	bank	NOUN
ajfa-1143	5	25	practices	practice	NOUN
ajfa-1143	5	26	,	,	PUNCT
ajfa-1143	5	27	reflecting	reflect	VERB
ajfa-1143	5	28	the	the	DET
ajfa-1143	5	29	criteria	criterion	NOUN
ajfa-1143	5	30	of	of	ADP
ajfa-1143	5	31	theoretical	theoretical	ADJ
ajfa-1143	5	32	purpose	purpose	NOUN
ajfa-1143	5	33	,	,	PUNCT
ajfa-1143	5	34	relevance	relevance	NOUN
ajfa-1143	5	35	and	and	CCONJ
ajfa-1143	5	36	appropriateness	appropriateness	NOUN
ajfa-1143	5	37	.	.	PUNCT
ajfa-1143	6	1	a	a	DET
ajfa-1143	6	2	random	random	ADJ
ajfa-1143	6	3	sampling	sampling	NOUN
ajfa-1143	6	4	process	process	NOUN
ajfa-1143	6	5	targeted	target	VERB
ajfa-1143	6	6	to	to	ADP
ajfa-1143	6	7	a	a	DET
ajfa-1143	6	8	closed	closed	ADJ
ajfa-1143	6	9	list	list	NOUN
ajfa-1143	6	10	of	of	ADP
ajfa-1143	6	11	new	new	ADJ
ajfa-1143	6	12	customers	customer	NOUN
ajfa-1143	6	13	(	(	PUNCT
ajfa-1143	6	14	385	385	NUM
ajfa-1143	6	15	)	)	PUNCT
ajfa-1143	6	16	who	who	PRON
ajfa-1143	6	17	spoke	speak	VERB
ajfa-1143	6	18	adequate	adequate	ADJ
ajfa-1143	6	19	levels	level	NOUN
ajfa-1143	6	20	of	of	ADP
ajfa-1143	6	21	english	english	PROPN
ajfa-1143	6	22	was	be	AUX
ajfa-1143	6	23	applied	apply	VERB
ajfa-1143	6	24	–	–	PUNCT
ajfa-1143	6	25	all	all	DET
ajfa-1143	6	26	respondents	respondent	NOUN
ajfa-1143	6	27	were	be	AUX
ajfa-1143	6	28	thai	thai	ADJ
ajfa-1143	6	29	resulting	result	VERB
ajfa-1143	6	30	in	in	ADP
ajfa-1143	6	31	a	a	DET
ajfa-1143	6	32	total	total	NOUN
ajfa-1143	6	33	of	of	ADP
ajfa-1143	6	34	18	18	NUM
ajfa-1143	6	35	customers	customer	NOUN
ajfa-1143	6	36	determined	determine	VERB
ajfa-1143	6	37	as	as	ADP
ajfa-1143	6	38	the	the	DET
ajfa-1143	6	39	resultant	resultant	NOUN
ajfa-1143	6	40	sample	sample	NOUN
ajfa-1143	6	41	frame	frame	NOUN
ajfa-1143	6	42	.	.	PUNCT
ajfa-1143	7	1	overall	overall	ADJ
ajfa-1143	7	2	results	result	NOUN
ajfa-1143	7	3	,	,	PUNCT
ajfa-1143	7	4	included	include	VERB
ajfa-1143	7	5	5	5	NUM
ajfa-1143	7	6	key	key	ADJ
ajfa-1143	7	7	-	-	PUNCT
ajfa-1143	7	8	themes	theme	NOUN
ajfa-1143	7	9	(	(	PUNCT
ajfa-1143	7	10	staff	staff	NOUN
ajfa-1143	7	11	related	relate	VERB
ajfa-1143	7	12	;	;	PUNCT
ajfa-1143	7	13	service	service	NOUN
ajfa-1143	7	14	process	process	NOUN
ajfa-1143	7	15	;	;	PUNCT
ajfa-1143	7	16	technology	technology	NOUN
ajfa-1143	7	17	/	/	SYM
ajfa-1143	7	18	media	medium	NOUN
ajfa-1143	7	19	;	;	PUNCT
ajfa-1143	7	20	product	product	NOUN
ajfa-1143	7	21	related	relate	VERB
ajfa-1143	7	22	;	;	PUNCT
ajfa-1143	7	23	and	and	CCONJ
ajfa-1143	7	24	customer	customer	NOUN
ajfa-1143	7	25	related	relate	VERB
ajfa-1143	7	26	)	)	PUNCT
ajfa-1143	7	27	and	and	CCONJ
ajfa-1143	7	28	25	25	NUM
ajfa-1143	7	29	sub	sub	NOUN
ajfa-1143	7	30	-	-	NOUN
ajfa-1143	7	31	themes	theme	NOUN
ajfa-1143	7	32	distributed	distribute	VERB
ajfa-1143	7	33	across	across	ADP
ajfa-1143	7	34	three	three	NUM
ajfa-1143	7	35	areas	area	NOUN
ajfa-1143	7	36	(	(	PUNCT
ajfa-1143	7	37	service	service	NOUN
ajfa-1143	7	38	design	design	NOUN
ajfa-1143	7	39	elements	element	NOUN
ajfa-1143	7	40	;	;	PUNCT
ajfa-1143	7	41	service	service	NOUN
ajfa-1143	7	42	delivery	delivery	NOUN
ajfa-1143	7	43	elements	element	NOUN
ajfa-1143	7	44	;	;	PUNCT
ajfa-1143	7	45	and	and	CCONJ
ajfa-1143	7	46	post	post	ADJ
ajfa-1143	7	47	-	-	ADJ
ajfa-1143	7	48	service	service	ADJ
ajfa-1143	7	49	management	management	NOUN
ajfa-1143	7	50	)	)	PUNCT
ajfa-1143	7	51	.	.	PUNCT
ajfa-1143	8	1	the	the	DET
ajfa-1143	8	2	limitations	limitation	NOUN
ajfa-1143	8	3	of	of	ADP
ajfa-1143	8	4	such	such	DET
ajfa-1143	8	5	a	a	DET
ajfa-1143	8	6	small	small	ADJ
ajfa-1143	8	7	study	study	NOUN
ajfa-1143	8	8	should	should	AUX
ajfa-1143	8	9	be	be	AUX
ajfa-1143	8	10	noted	note	VERB
ajfa-1143	8	11	.	.	PUNCT
ajfa-1143	9	1	these	these	DET
ajfa-1143	9	2	results	result	NOUN
ajfa-1143	9	3	may	may	AUX
ajfa-1143	9	4	be	be	AUX
ajfa-1143	9	5	considered	consider	VERB
ajfa-1143	9	6	adequate	adequate	ADJ
ajfa-1143	9	7	for	for	ADP
ajfa-1143	9	8	exploratory	exploratory	ADJ
ajfa-1143	9	9	analysis	analysis	NOUN
ajfa-1143	9	10	only	only	ADV
ajfa-1143	9	11	and	and	CCONJ
ajfa-1143	9	12	a	a	DET
ajfa-1143	9	13	larger	large	ADJ
ajfa-1143	9	14	,	,	PUNCT
ajfa-1143	9	15	more	more	ADV
ajfa-1143	9	16	involved	involved	ADJ
ajfa-1143	9	17	study	study	NOUN
ajfa-1143	9	18	is	be	AUX
ajfa-1143	9	19	needed	need	VERB
ajfa-1143	9	20	to	to	PART
ajfa-1143	9	21	validate	validate	VERB
ajfa-1143	9	22	the	the	DET
ajfa-1143	9	23	present	present	ADJ
ajfa-1143	9	24	study	study	NOUN
ajfa-1143	9	25	.	.	PUNCT
ajfa-1143	10	1	keywords	keyword	NOUN
ajfa-1143	10	2	:	:	PUNCT
ajfa-1143	10	3	banks	bank	NOUN
ajfa-1143	10	4	,	,	PUNCT
ajfa-1143	10	5	qualitative	qualitative	ADJ
ajfa-1143	10	6	methods	method	NOUN
ajfa-1143	10	7	,	,	PUNCT
ajfa-1143	10	8	customers	customer	NOUN
ajfa-1143	10	9	,	,	PUNCT
ajfa-1143	10	10	thai	thai	ADJ
ajfa-1143	10	11	asian	asian	PROPN
ajfa-1143	10	12	journal	journal	PROPN
ajfa-1143	10	13	of	of	ADP
ajfa-1143	10	14	finance	finance	PROPN
ajfa-1143	10	15	&	&	CCONJ
ajfa-1143	10	16	accounting	accounting	PROPN
ajfa-1143	10	17	issn	issn	PROPN
ajfa-1143	10	18	1946	1946	NUM
ajfa-1143	10	19	-	-	PUNCT
ajfa-1143	10	20	052x	052x	NOUN
ajfa-1143	10	21	2012	2012	NUM
ajfa-1143	10	22	,	,	PUNCT
ajfa-1143	10	23	vol	vol	NOUN
ajfa-1143	10	24	.	.	PROPN
ajfa-1143	10	25	4	4	NUM
ajfa-1143	10	26	,	,	PUNCT
ajfa-1143	10	27	no	no	INTJ
ajfa-1143	10	28	.	.	NOUN
ajfa-1143	10	29	1	1	NUM
ajfa-1143	10	30	www.macrothink.org/ajfa	www.macrothink.org/ajfa	NOUN
ajfa-1143	10	31	26	26	NUM
ajfa-1143	10	32	1	1	NUM
ajfa-1143	10	33	.	.	PUNCT
ajfa-1143	11	1	introduction	introduction	NOUN
ajfa-1143	11	2	becoming	become	VERB
ajfa-1143	11	3	more	more	ADJ
ajfa-1143	11	4	customer	customer	NOUN
ajfa-1143	11	5	focused	focus	VERB
ajfa-1143	11	6	in	in	ADP
ajfa-1143	11	7	the	the	DET
ajfa-1143	11	8	banking	banking	NOUN
ajfa-1143	11	9	industry	industry	NOUN
ajfa-1143	11	10	of	of	ADP
ajfa-1143	11	11	thailand	thailand	PROPN
ajfa-1143	11	12	has	have	AUX
ajfa-1143	11	13	now	now	ADV
ajfa-1143	11	14	become	become	VERB
ajfa-1143	11	15	a	a	DET
ajfa-1143	11	16	rallying	rally	VERB
ajfa-1143	11	17	call	call	NOUN
ajfa-1143	11	18	for	for	ADP
ajfa-1143	11	19	banks	bank	NOUN
ajfa-1143	11	20	who	who	PRON
ajfa-1143	11	21	want	want	VERB
ajfa-1143	11	22	to	to	PART
ajfa-1143	11	23	survive	survive	VERB
ajfa-1143	11	24	and	and	CCONJ
ajfa-1143	11	25	even	even	ADV
ajfa-1143	11	26	grow	grow	VERB
ajfa-1143	11	27	(	(	PUNCT
ajfa-1143	11	28	cui	cui	PROPN
ajfa-1143	11	29	,	,	PUNCT
ajfa-1143	11	30	lewis	lewis	PROPN
ajfa-1143	11	31	and	and	CCONJ
ajfa-1143	11	32	park	park	NOUN
ajfa-1143	11	33	(	(	PUNCT
ajfa-1143	11	34	2003	2003	NUM
ajfa-1143	11	35	)	)	PUNCT
ajfa-1143	11	36	;	;	PUNCT
ajfa-1143	11	37	naumann	naumann	NOUN
ajfa-1143	11	38	and	and	CCONJ
ajfa-1143	11	39	giel	giel	PROPN
ajfa-1143	11	40	(	(	PUNCT
ajfa-1143	11	41	1995	1995	NUM
ajfa-1143	11	42	)	)	PUNCT
ajfa-1143	11	43	.	.	PUNCT
ajfa-1143	12	1	thai	thai	PROPN
ajfa-1143	12	2	banks	bank	NOUN
ajfa-1143	12	3	are	be	AUX
ajfa-1143	12	4	now	now	ADV
ajfa-1143	12	5	emphasizing	emphasize	VERB
ajfa-1143	12	6	improved	improved	ADJ
ajfa-1143	12	7	customer	customer	NOUN
ajfa-1143	12	8	service	service	NOUN
ajfa-1143	12	9	to	to	PART
ajfa-1143	12	10	retain	retain	VERB
ajfa-1143	12	11	their	their	PRON
ajfa-1143	12	12	customers	customer	NOUN
ajfa-1143	12	13	and	and	CCONJ
ajfa-1143	12	14	compete	compete	VERB
ajfa-1143	12	15	with	with	ADP
ajfa-1143	12	16	large	large	ADJ
ajfa-1143	12	17	multinational	multinational	ADJ
ajfa-1143	12	18	firms	firm	NOUN
ajfa-1143	12	19	(	(	PUNCT
ajfa-1143	12	20	moon	moon	NOUN
ajfa-1143	12	21	and	and	CCONJ
ajfa-1143	12	22	stone	stone	NOUN
ajfa-1143	12	23	,	,	PUNCT
ajfa-1143	12	24	2003	2003	NUM
ajfa-1143	12	25	)	)	PUNCT
ajfa-1143	12	26	.	.	PUNCT
ajfa-1143	13	1	this	this	PRON
ajfa-1143	13	2	has	have	AUX
ajfa-1143	13	3	created	create	VERB
ajfa-1143	13	4	the	the	DET
ajfa-1143	13	5	possible	possible	ADJ
ajfa-1143	13	6	break	break	NOUN
ajfa-1143	13	7	-	-	PUNCT
ajfa-1143	13	8	down	down	NOUN
ajfa-1143	13	9	of	of	ADP
ajfa-1143	13	10	demarcation	demarcation	NOUN
ajfa-1143	13	11	lines	line	NOUN
ajfa-1143	13	12	between	between	ADP
ajfa-1143	13	13	the	the	DET
ajfa-1143	13	14	various	various	ADJ
ajfa-1143	13	15	classes	class	NOUN
ajfa-1143	13	16	of	of	ADP
ajfa-1143	13	17	financial	financial	ADJ
ajfa-1143	13	18	institutions	institution	NOUN
ajfa-1143	13	19	as	as	ADP
ajfa-1143	13	20	the	the	DET
ajfa-1143	13	21	entry	entry	NOUN
ajfa-1143	13	22	of	of	ADP
ajfa-1143	13	23	multi	multi	ADJ
ajfa-1143	13	24	-	-	ADJ
ajfa-1143	13	25	national	national	ADJ
ajfa-1143	13	26	banking	banking	NOUN
ajfa-1143	13	27	consortiums	consortium	NOUN
ajfa-1143	13	28	has	have	AUX
ajfa-1143	13	29	also	also	ADV
ajfa-1143	13	30	created	create	VERB
ajfa-1143	13	31	more	more	ADJ
ajfa-1143	13	32	complex	complex	ADJ
ajfa-1143	13	33	consumer	consumer	NOUN
ajfa-1143	13	34	responses	response	NOUN
ajfa-1143	13	35	resulting	result	VERB
ajfa-1143	13	36	from	from	ADP
ajfa-1143	13	37	increased	increase	VERB
ajfa-1143	13	38	competitive	competitive	ADJ
ajfa-1143	13	39	market	market	NOUN
ajfa-1143	13	40	positions	position	NOUN
ajfa-1143	13	41	.	.	PUNCT
ajfa-1143	14	1	consequently	consequently	ADV
ajfa-1143	14	2	,	,	PUNCT
ajfa-1143	14	3	the	the	DET
ajfa-1143	14	4	level	level	NOUN
ajfa-1143	14	5	of	of	ADP
ajfa-1143	14	6	increasing	increase	VERB
ajfa-1143	14	7	competition	competition	NOUN
ajfa-1143	14	8	and	and	CCONJ
ajfa-1143	14	9	changing	change	VERB
ajfa-1143	14	10	consumer	consumer	NOUN
ajfa-1143	14	11	demands	demand	NOUN
ajfa-1143	14	12	in	in	ADP
ajfa-1143	14	13	the	the	DET
ajfa-1143	14	14	banking	banking	NOUN
ajfa-1143	14	15	sector	sector	NOUN
ajfa-1143	14	16	in	in	ADP
ajfa-1143	14	17	thailand	thailand	PROPN
ajfa-1143	14	18	has	have	AUX
ajfa-1143	14	19	led	lead	VERB
ajfa-1143	14	20	every	every	DET
ajfa-1143	14	21	bank	bank	NOUN
ajfa-1143	14	22	leader	leader	NOUN
ajfa-1143	14	23	to	to	PART
ajfa-1143	14	24	consider	consider	VERB
ajfa-1143	14	25	the	the	DET
ajfa-1143	14	26	impact	impact	NOUN
ajfa-1143	14	27	of	of	ADP
ajfa-1143	14	28	the	the	DET
ajfa-1143	14	29	ordinary	ordinary	ADJ
ajfa-1143	14	30	consumer	consumer	NOUN
ajfa-1143	14	31	on	on	ADP
ajfa-1143	14	32	their	their	PRON
ajfa-1143	14	33	bottom	bottom	ADJ
ajfa-1143	14	34	line	line	NOUN
ajfa-1143	14	35	(	(	PUNCT
ajfa-1143	14	36	rotchanakitumnuai	rotchanakitumnuai	NOUN
ajfa-1143	14	37	and	and	CCONJ
ajfa-1143	14	38	speece	speece	NOUN
ajfa-1143	14	39	,	,	PUNCT
ajfa-1143	14	40	2003	2003	NUM
ajfa-1143	14	41	)	)	PUNCT
ajfa-1143	14	42	.	.	PUNCT
ajfa-1143	15	1	further	far	ADV
ajfa-1143	15	2	,	,	PUNCT
ajfa-1143	15	3	pressures	pressure	NOUN
ajfa-1143	15	4	surrounding	surround	VERB
ajfa-1143	15	5	the	the	DET
ajfa-1143	15	6	thai	thai	ADJ
ajfa-1143	15	7	banking	banking	NOUN
ajfa-1143	15	8	industry	industry	NOUN
ajfa-1143	15	9	from	from	ADP
ajfa-1143	15	10	around	around	ADP
ajfa-1143	15	11	the	the	DET
ajfa-1143	15	12	world	world	NOUN
ajfa-1143	15	13	have	have	AUX
ajfa-1143	15	14	influenced	influence	VERB
ajfa-1143	15	15	major	major	ADJ
ajfa-1143	15	16	operating	operating	NOUN
ajfa-1143	15	17	changes	change	NOUN
ajfa-1143	15	18	through	through	ADP
ajfa-1143	15	19	liberalization	liberalization	NOUN
ajfa-1143	15	20	of	of	ADP
ajfa-1143	15	21	the	the	DET
ajfa-1143	15	22	economy	economy	NOUN
ajfa-1143	15	23	of	of	ADP
ajfa-1143	15	24	which	which	PRON
ajfa-1143	15	25	the	the	DET
ajfa-1143	15	26	thai	thai	ADJ
ajfa-1143	15	27	banking	banking	NOUN
ajfa-1143	15	28	sector	sector	NOUN
ajfa-1143	15	29	has	have	AUX
ajfa-1143	15	30	been	be	AUX
ajfa-1143	15	31	central	central	ADJ
ajfa-1143	15	32	to	to	ADP
ajfa-1143	15	33	these	these	DET
ajfa-1143	15	34	developments	development	NOUN
ajfa-1143	15	35	while	while	SCONJ
ajfa-1143	15	36	the	the	DET
ajfa-1143	15	37	thai	thai	PROPN
ajfa-1143	15	38	banking	banking	NOUN
ajfa-1143	15	39	sector	sector	NOUN
ajfa-1143	15	40	is	be	AUX
ajfa-1143	15	41	still	still	ADV
ajfa-1143	15	42	not	not	PART
ajfa-1143	15	43	completely	completely	ADV
ajfa-1143	15	44	deregulated	deregulate	VERB
ajfa-1143	15	45	(	(	PUNCT
ajfa-1143	15	46	gerrard	gerrard	PROPN
ajfa-1143	15	47	and	and	CCONJ
ajfa-1143	15	48	cunningham	cunningham	PROPN
ajfa-1143	15	49	,	,	PUNCT
ajfa-1143	15	50	2003	2003	NUM
ajfa-1143	15	51	)	)	PUNCT
ajfa-1143	15	52	and	and	CCONJ
ajfa-1143	15	53	foreign	foreign	ADJ
ajfa-1143	15	54	banks	bank	NOUN
ajfa-1143	15	55	are	be	AUX
ajfa-1143	15	56	not	not	PART
ajfa-1143	15	57	yet	yet	ADV
ajfa-1143	15	58	allowed	allow	VERB
ajfa-1143	15	59	to	to	PART
ajfa-1143	15	60	engage	engage	VERB
ajfa-1143	15	61	with	with	ADP
ajfa-1143	15	62	customers	customer	NOUN
ajfa-1143	15	63	in	in	ADP
ajfa-1143	15	64	the	the	DET
ajfa-1143	15	65	market	market	NOUN
ajfa-1143	15	66	directly	directly	ADV
ajfa-1143	15	67	.	.	PUNCT
ajfa-1143	16	1	nash	nash	PROPN
ajfa-1143	16	2	(	(	PUNCT
ajfa-1143	16	3	1993	1993	NUM
ajfa-1143	16	4	)	)	PUNCT
ajfa-1143	16	5	reported	report	VERB
ajfa-1143	16	6	that	that	SCONJ
ajfa-1143	16	7	many	many	ADJ
ajfa-1143	16	8	customers	customer	NOUN
ajfa-1143	16	9	in	in	ADP
ajfa-1143	16	10	the	the	DET
ajfa-1143	16	11	uk	uk	PROPN
ajfa-1143	16	12	were	be	AUX
ajfa-1143	16	13	dissatisfied	dissatisfied	ADJ
ajfa-1143	16	14	with	with	ADP
ajfa-1143	16	15	the	the	DET
ajfa-1143	16	16	relationship	relationship	NOUN
ajfa-1143	16	17	they	they	PRON
ajfa-1143	16	18	have	have	VERB
ajfa-1143	16	19	with	with	ADP
ajfa-1143	16	20	their	their	PRON
ajfa-1143	16	21	bank	bank	NOUN
ajfa-1143	16	22	and	and	CCONJ
ajfa-1143	16	23	this	this	DET
ajfa-1143	16	24	aspect	aspect	NOUN
ajfa-1143	16	25	has	have	AUX
ajfa-1143	16	26	also	also	ADV
ajfa-1143	16	27	been	be	AUX
ajfa-1143	16	28	identified	identify	VERB
ajfa-1143	16	29	as	as	ADP
ajfa-1143	16	30	a	a	DET
ajfa-1143	16	31	growing	grow	VERB
ajfa-1143	16	32	issue	issue	NOUN
ajfa-1143	16	33	for	for	ADP
ajfa-1143	16	34	the	the	DET
ajfa-1143	16	35	thai	thai	PROPN
ajfa-1143	16	36	banking	banking	NOUN
ajfa-1143	16	37	industry	industry	NOUN
ajfa-1143	16	38	.	.	PUNCT
ajfa-1143	17	1	this	this	PRON
ajfa-1143	17	2	raises	raise	VERB
ajfa-1143	17	3	the	the	DET
ajfa-1143	17	4	first	first	ADJ
ajfa-1143	17	5	research	research	NOUN
ajfa-1143	17	6	question	question	NOUN
ajfa-1143	17	7	what	what	PRON
ajfa-1143	17	8	is	be	AUX
ajfa-1143	17	9	the	the	DET
ajfa-1143	17	10	customer	customer	NOUN
ajfa-1143	17	11	perception	perception	NOUN
ajfa-1143	17	12	of	of	ADP
ajfa-1143	17	13	bank	bank	NOUN
ajfa-1143	17	14	service	service	NOUN
ajfa-1143	17	15	quality	quality	NOUN
ajfa-1143	17	16	?	?	PUNCT
ajfa-1143	18	1	measuring	measure	VERB
ajfa-1143	18	2	service	service	NOUN
ajfa-1143	18	3	quality	quality	NOUN
ajfa-1143	18	4	levels	level	NOUN
ajfa-1143	18	5	is	be	AUX
ajfa-1143	18	6	beginning	begin	VERB
ajfa-1143	18	7	to	to	PART
ajfa-1143	18	8	be	be	AUX
ajfa-1143	18	9	understood	understand	VERB
ajfa-1143	18	10	to	to	PART
ajfa-1143	18	11	be	be	AUX
ajfa-1143	18	12	a	a	DET
ajfa-1143	18	13	very	very	ADV
ajfa-1143	18	14	useful	useful	ADJ
ajfa-1143	18	15	tool	tool	NOUN
ajfa-1143	18	16	to	to	PART
ajfa-1143	18	17	help	help	VERB
ajfa-1143	18	18	manage	manage	VERB
ajfa-1143	18	19	the	the	DET
ajfa-1143	18	20	relationship	relationship	NOUN
ajfa-1143	18	21	between	between	ADP
ajfa-1143	18	22	the	the	DET
ajfa-1143	18	23	business	business	NOUN
ajfa-1143	18	24	and	and	CCONJ
ajfa-1143	18	25	its	its	PRON
ajfa-1143	18	26	main	main	ADJ
ajfa-1143	18	27	stakeholder	stakeholder	NOUN
ajfa-1143	18	28	–	–	PUNCT
ajfa-1143	18	29	the	the	DET
ajfa-1143	18	30	consumer	consumer	NOUN
ajfa-1143	18	31	.	.	PUNCT
ajfa-1143	19	1	a	a	DET
ajfa-1143	19	2	major	major	ADJ
ajfa-1143	19	3	cause	cause	NOUN
ajfa-1143	19	4	of	of	ADP
ajfa-1143	19	5	issues	issue	NOUN
ajfa-1143	19	6	resulting	result	VERB
ajfa-1143	19	7	from	from	ADP
ajfa-1143	19	8	a	a	DET
ajfa-1143	19	9	breakdown	breakdown	NOUN
ajfa-1143	19	10	in	in	ADP
ajfa-1143	19	11	this	this	DET
ajfa-1143	19	12	relationship	relationship	NOUN
ajfa-1143	19	13	is	be	AUX
ajfa-1143	19	14	the	the	DET
ajfa-1143	19	15	level	level	NOUN
ajfa-1143	19	16	of	of	ADP
ajfa-1143	19	17	discontent	discontent	NOUN
ajfa-1143	19	18	between	between	ADP
ajfa-1143	19	19	what	what	PRON
ajfa-1143	19	20	the	the	DET
ajfa-1143	19	21	company	company	NOUN
ajfa-1143	19	22	promises	promise	VERB
ajfa-1143	19	23	and	and	CCONJ
ajfa-1143	19	24	what	what	PRON
ajfa-1143	19	25	customers	customer	NOUN
ajfa-1143	19	26	receive	receive	VERB
ajfa-1143	19	27	(	(	PUNCT
ajfa-1143	19	28	parasuraman	parasuraman	NOUN
ajfa-1143	19	29	,	,	PUNCT
ajfa-1143	19	30	ziethaml	ziethaml	PROPN
ajfa-1143	19	31	and	and	CCONJ
ajfa-1143	19	32	berry	berry	VERB
ajfa-1143	19	33	,	,	PUNCT
ajfa-1143	19	34	1985	1985	NUM
ajfa-1143	19	35	)	)	PUNCT
ajfa-1143	19	36	.	.	PUNCT
ajfa-1143	20	1	the	the	DET
ajfa-1143	20	2	tumultuous	tumultuous	ADJ
ajfa-1143	20	3	change	change	NOUN
ajfa-1143	20	4	patterns	pattern	NOUN
ajfa-1143	20	5	associated	associate	VERB
ajfa-1143	20	6	with	with	ADP
ajfa-1143	20	7	the	the	DET
ajfa-1143	20	8	banking	banking	NOUN
ajfa-1143	20	9	industry	industry	NOUN
ajfa-1143	20	10	in	in	ADP
ajfa-1143	20	11	thailand	thailand	PROPN
ajfa-1143	20	12	in	in	ADP
ajfa-1143	20	13	the	the	DET
ajfa-1143	20	14	last	last	ADJ
ajfa-1143	20	15	eight	eight	NUM
ajfa-1143	20	16	years	year	NOUN
ajfa-1143	20	17	has	have	AUX
ajfa-1143	20	18	created	create	VERB
ajfa-1143	20	19	complex	complex	ADJ
ajfa-1143	20	20	developments	development	NOUN
ajfa-1143	20	21	in	in	ADP
ajfa-1143	20	22	the	the	DET
ajfa-1143	20	23	use	use	NOUN
ajfa-1143	20	24	of	of	ADP
ajfa-1143	20	25	technology	technology	NOUN
ajfa-1143	20	26	,	,	PUNCT
ajfa-1143	20	27	marketing	marketing	NOUN
ajfa-1143	20	28	practices	practice	NOUN
ajfa-1143	20	29	and	and	CCONJ
ajfa-1143	20	30	banking	banking	NOUN
ajfa-1143	20	31	strategy	strategy	NOUN
ajfa-1143	20	32	resulting	result	VERB
ajfa-1143	20	33	in	in	ADP
ajfa-1143	20	34	different	different	ADJ
ajfa-1143	20	35	patterns	pattern	NOUN
ajfa-1143	20	36	of	of	ADP
ajfa-1143	20	37	consumer	consumer	NOUN
ajfa-1143	20	38	treatments	treatment	NOUN
ajfa-1143	20	39	.	.	PUNCT
ajfa-1143	21	1	bank	bank	NOUN
ajfa-1143	21	2	consolidation	consolidation	NOUN
ajfa-1143	21	3	practices	practice	NOUN
ajfa-1143	21	4	and	and	CCONJ
ajfa-1143	21	5	the	the	DET
ajfa-1143	21	6	need	need	NOUN
ajfa-1143	21	7	to	to	PART
ajfa-1143	21	8	reduce	reduce	VERB
ajfa-1143	21	9	non	non	ADJ
ajfa-1143	21	10	-	-	ADJ
ajfa-1143	21	11	performing	performing	ADJ
ajfa-1143	21	12	accounts	account	NOUN
ajfa-1143	21	13	have	have	AUX
ajfa-1143	21	14	led	lead	VERB
ajfa-1143	21	15	the	the	DET
ajfa-1143	21	16	industry	industry	NOUN
ajfa-1143	21	17	to	to	PART
ajfa-1143	21	18	seek	seek	VERB
ajfa-1143	21	19	more	more	ADV
ajfa-1143	21	20	appropriate	appropriate	ADJ
ajfa-1143	21	21	ways	way	NOUN
ajfa-1143	21	22	to	to	PART
ajfa-1143	21	23	match	match	VERB
ajfa-1143	21	24	consumer	consumer	NOUN
ajfa-1143	21	25	needs	need	NOUN
ajfa-1143	21	26	.	.	PUNCT
ajfa-1143	22	1	consequently	consequently	ADV
ajfa-1143	22	2	,	,	PUNCT
ajfa-1143	22	3	research	research	NOUN
ajfa-1143	22	4	that	that	PRON
ajfa-1143	22	5	inquires	inquire	VERB
ajfa-1143	22	6	into	into	ADP
ajfa-1143	22	7	how	how	SCONJ
ajfa-1143	22	8	banking	banking	NOUN
ajfa-1143	22	9	practices	practice	NOUN
ajfa-1143	22	10	develop	develop	VERB
ajfa-1143	22	11	closer	close	ADJ
ajfa-1143	22	12	links	link	NOUN
ajfa-1143	22	13	with	with	ADP
ajfa-1143	22	14	their	their	PRON
ajfa-1143	22	15	customers	customer	NOUN
ajfa-1143	22	16	has	have	AUX
ajfa-1143	22	17	been	be	AUX
ajfa-1143	22	18	very	very	ADV
ajfa-1143	22	19	thin	thin	ADJ
ajfa-1143	22	20	on	on	ADP
ajfa-1143	22	21	the	the	DET
ajfa-1143	22	22	ground	ground	NOUN
ajfa-1143	22	23	in	in	ADP
ajfa-1143	22	24	thailand	thailand	PROPN
ajfa-1143	22	25	.	.	PUNCT
ajfa-1143	23	1	the	the	DET
ajfa-1143	23	2	need	need	NOUN
ajfa-1143	23	3	therefore	therefore	ADV
ajfa-1143	23	4	for	for	ADP
ajfa-1143	23	5	this	this	DET
ajfa-1143	23	6	type	type	NOUN
ajfa-1143	23	7	of	of	ADP
ajfa-1143	23	8	research	research	NOUN
ajfa-1143	23	9	is	be	AUX
ajfa-1143	23	10	overwhelming	overwhelming	ADJ
ajfa-1143	23	11	in	in	ADP
ajfa-1143	23	12	order	order	NOUN
ajfa-1143	23	13	to	to	PART
ajfa-1143	23	14	help	help	VERB
ajfa-1143	23	15	consolidate	consolidate	VERB
ajfa-1143	23	16	present	present	ADJ
ajfa-1143	23	17	practices	practice	NOUN
ajfa-1143	23	18	and	and	CCONJ
ajfa-1143	23	19	also	also	ADV
ajfa-1143	23	20	to	to	PART
ajfa-1143	23	21	stimulate	stimulate	VERB
ajfa-1143	23	22	new	new	ADJ
ajfa-1143	23	23	methods	method	NOUN
ajfa-1143	23	24	to	to	PART
ajfa-1143	23	25	communicate	communicate	VERB
ajfa-1143	23	26	more	more	ADV
ajfa-1143	23	27	effectively	effectively	ADV
ajfa-1143	23	28	between	between	ADP
ajfa-1143	23	29	banks	bank	NOUN
ajfa-1143	23	30	and	and	CCONJ
ajfa-1143	23	31	customers	customer	NOUN
ajfa-1143	23	32	.	.	PUNCT
ajfa-1143	24	1	further	far	ADV
ajfa-1143	24	2	,	,	PUNCT
ajfa-1143	24	3	this	this	PRON
ajfa-1143	24	4	indicates	indicate	VERB
ajfa-1143	24	5	that	that	SCONJ
ajfa-1143	24	6	the	the	DET
ajfa-1143	24	7	banking	banking	NOUN
ajfa-1143	24	8	sector	sector	NOUN
ajfa-1143	24	9	is	be	AUX
ajfa-1143	24	10	possibly	possibly	ADV
ajfa-1143	24	11	still	still	ADV
ajfa-1143	24	12	internally	internally	ADV
ajfa-1143	24	13	oriented	orient	VERB
ajfa-1143	24	14	(	(	PUNCT
ajfa-1143	24	15	monopolized	monopolize	VERB
ajfa-1143	24	16	)	)	PUNCT
ajfa-1143	24	17	and	and	CCONJ
ajfa-1143	24	18	has	have	VERB
ajfa-1143	24	19	yet	yet	ADV
ajfa-1143	24	20	to	to	PART
ajfa-1143	24	21	move	move	VERB
ajfa-1143	24	22	to	to	ADP
ajfa-1143	24	23	a	a	DET
ajfa-1143	24	24	more	more	ADV
ajfa-1143	24	25	mature	mature	ADJ
ajfa-1143	24	26	market	market	NOUN
ajfa-1143	24	27	oriented	orient	VERB
ajfa-1143	24	28	sector	sector	NOUN
ajfa-1143	24	29	.	.	PUNCT
ajfa-1143	25	1	the	the	DET
ajfa-1143	25	2	conditions	condition	NOUN
ajfa-1143	25	3	therefore	therefore	ADV
ajfa-1143	25	4	suggest	suggest	VERB
ajfa-1143	25	5	that	that	SCONJ
ajfa-1143	25	6	it	it	PRON
ajfa-1143	25	7	is	be	AUX
ajfa-1143	25	8	perhaps	perhaps	ADV
ajfa-1143	25	9	now	now	ADV
ajfa-1143	25	10	pertinent	pertinent	ADJ
ajfa-1143	25	11	to	to	PART
ajfa-1143	25	12	explore	explore	VERB
ajfa-1143	25	13	the	the	DET
ajfa-1143	25	14	relationship	relationship	NOUN
ajfa-1143	25	15	between	between	ADP
ajfa-1143	25	16	the	the	DET
ajfa-1143	25	17	banking	banking	NOUN
ajfa-1143	25	18	sector	sector	NOUN
ajfa-1143	25	19	and	and	CCONJ
ajfa-1143	25	20	the	the	DET
ajfa-1143	25	21	consumer	consumer	NOUN
ajfa-1143	25	22	–	–	PUNCT
ajfa-1143	25	23	especially	especially	ADV
ajfa-1143	25	24	in	in	ADP
ajfa-1143	25	25	terms	term	NOUN
ajfa-1143	25	26	of	of	ADP
ajfa-1143	25	27	service	service	NOUN
ajfa-1143	25	28	requirements	requirement	NOUN
ajfa-1143	25	29	and	and	CCONJ
ajfa-1143	25	30	developments	development	NOUN
ajfa-1143	25	31	.	.	PUNCT
ajfa-1143	26	1	this	this	PRON
ajfa-1143	26	2	raises	raise	VERB
ajfa-1143	26	3	the	the	DET
ajfa-1143	26	4	second	second	ADJ
ajfa-1143	26	5	research	research	NOUN
ajfa-1143	26	6	question	question	NOUN
ajfa-1143	26	7	what	what	PRON
ajfa-1143	26	8	is	be	AUX
ajfa-1143	26	9	the	the	DET
ajfa-1143	26	10	character	character	NOUN
ajfa-1143	26	11	of	of	ADP
ajfa-1143	26	12	bank	bank	NOUN
ajfa-1143	26	13	-	-	PUNCT
ajfa-1143	26	14	customer	customer	NOUN
ajfa-1143	26	15	service	service	NOUN
ajfa-1143	26	16	interaction	interaction	NOUN
ajfa-1143	26	17	?	?	PUNCT
ajfa-1143	27	1	2	2	X
ajfa-1143	27	2	.	.	X
ajfa-1143	27	3	service	service	NOUN
ajfa-1143	27	4	quality	quality	NOUN
ajfa-1143	27	5	in	in	ADP
ajfa-1143	27	6	thai	thai	ADJ
ajfa-1143	27	7	banks	bank	NOUN
ajfa-1143	27	8	this	this	DET
ajfa-1143	27	9	literature	literature	NOUN
ajfa-1143	27	10	review	review	NOUN
ajfa-1143	27	11	attempts	attempt	VERB
ajfa-1143	27	12	to	to	PART
ajfa-1143	27	13	bring	bring	VERB
ajfa-1143	27	14	together	together	ADV
ajfa-1143	27	15	some	some	PRON
ajfa-1143	27	16	of	of	ADP
ajfa-1143	27	17	the	the	DET
ajfa-1143	27	18	more	more	ADV
ajfa-1143	27	19	important	important	ADJ
ajfa-1143	27	20	aspects	aspect	NOUN
ajfa-1143	27	21	of	of	ADP
ajfa-1143	27	22	service	service	NOUN
ajfa-1143	27	23	quality	quality	NOUN
ajfa-1143	27	24	that	that	PRON
ajfa-1143	27	25	faces	face	VERB
ajfa-1143	27	26	the	the	DET
ajfa-1143	27	27	asian	asian	ADJ
ajfa-1143	27	28	banking	banking	NOUN
ajfa-1143	27	29	industry	industry	NOUN
ajfa-1143	27	30	and	and	CCONJ
ajfa-1143	27	31	more	more	ADV
ajfa-1143	27	32	specifically	specifically	ADV
ajfa-1143	27	33	,	,	PUNCT
ajfa-1143	27	34	within	within	ADP
ajfa-1143	27	35	the	the	DET
ajfa-1143	27	36	thai	thai	ADJ
ajfa-1143	27	37	banking	banking	NOUN
ajfa-1143	27	38	sector	sector	NOUN
ajfa-1143	27	39	.	.	PUNCT
ajfa-1143	28	1	in	in	ADP
ajfa-1143	28	2	this	this	DET
ajfa-1143	28	3	respect	respect	NOUN
ajfa-1143	28	4	,	,	PUNCT
ajfa-1143	28	5	a	a	DET
ajfa-1143	28	6	cursory	cursory	NOUN
ajfa-1143	28	7	review	review	NOUN
ajfa-1143	28	8	of	of	ADP
ajfa-1143	28	9	the	the	DET
ajfa-1143	28	10	literature	literature	NOUN
ajfa-1143	28	11	suggests	suggest	VERB
ajfa-1143	28	12	that	that	SCONJ
ajfa-1143	28	13	service	service	NOUN
ajfa-1143	28	14	quality	quality	NOUN
ajfa-1143	28	15	asian	asian	ADJ
ajfa-1143	28	16	journal	journal	NOUN
ajfa-1143	28	17	of	of	ADP
ajfa-1143	28	18	finance	finance	PROPN
ajfa-1143	28	19	&	&	CCONJ
ajfa-1143	28	20	accounting	accounting	PROPN
ajfa-1143	28	21	issn	issn	PROPN
ajfa-1143	28	22	1946	1946	NUM
ajfa-1143	28	23	-	-	PUNCT
ajfa-1143	28	24	052x	052x	NOUN
ajfa-1143	28	25	2012	2012	NUM
ajfa-1143	28	26	,	,	PUNCT
ajfa-1143	28	27	vol	vol	NOUN
ajfa-1143	28	28	.	.	PROPN
ajfa-1143	28	29	4	4	NUM
ajfa-1143	28	30	,	,	PUNCT
ajfa-1143	28	31	no	no	INTJ
ajfa-1143	28	32	.	.	NOUN
ajfa-1143	28	33	1	1	NUM
ajfa-1143	28	34	www.macrothink.org/ajfa	www.macrothink.org/ajfa	NOUN
ajfa-1143	28	35	27	27	NUM
ajfa-1143	28	36	and	and	CCONJ
ajfa-1143	28	37	performance	performance	NOUN
ajfa-1143	28	38	in	in	ADP
ajfa-1143	28	39	the	the	DET
ajfa-1143	28	40	bank	bank	NOUN
ajfa-1143	28	41	industry	industry	NOUN
ajfa-1143	28	42	in	in	ADP
ajfa-1143	28	43	thailand	thailand	PROPN
ajfa-1143	28	44	appears	appear	VERB
ajfa-1143	28	45	to	to	PART
ajfa-1143	28	46	be	be	AUX
ajfa-1143	28	47	underpinned	underpin	VERB
ajfa-1143	28	48	by	by	ADP
ajfa-1143	28	49	notions	notion	NOUN
ajfa-1143	28	50	of	of	ADP
ajfa-1143	28	51	customer	customer	NOUN
ajfa-1143	28	52	value	value	NOUN
ajfa-1143	28	53	;	;	PUNCT
ajfa-1143	28	54	customer	customer	NOUN
ajfa-1143	28	55	retention	retention	NOUN
ajfa-1143	28	56	and	and	CCONJ
ajfa-1143	28	57	loyalty	loyalty	NOUN
ajfa-1143	28	58	;	;	PUNCT
ajfa-1143	28	59	delivering	deliver	VERB
ajfa-1143	28	60	services	service	NOUN
ajfa-1143	28	61	to	to	PART
ajfa-1143	28	62	meet	meet	VERB
ajfa-1143	28	63	and	and	CCONJ
ajfa-1143	28	64	exceed	exceed	VERB
ajfa-1143	28	65	customer	customer	NOUN
ajfa-1143	28	66	expectations	expectation	NOUN
ajfa-1143	28	67	;	;	PUNCT
ajfa-1143	28	68	and	and	CCONJ
ajfa-1143	28	69	service	service	NOUN
ajfa-1143	28	70	assessment	assessment	NOUN
ajfa-1143	28	71	mechanisms	mechanism	NOUN
ajfa-1143	28	72	and	and	CCONJ
ajfa-1143	28	73	these	these	DET
ajfa-1143	28	74	aspects	aspect	NOUN
ajfa-1143	28	75	will	will	AUX
ajfa-1143	28	76	be	be	AUX
ajfa-1143	28	77	discussed	discuss	VERB
ajfa-1143	28	78	below	below	ADV
ajfa-1143	28	79	.	.	PUNCT
ajfa-1143	29	1	services	service	NOUN
ajfa-1143	29	2	in	in	ADP
ajfa-1143	29	3	general	general	ADJ
ajfa-1143	29	4	now	now	ADV
ajfa-1143	29	5	account	account	VERB
ajfa-1143	29	6	for	for	ADP
ajfa-1143	29	7	over	over	ADP
ajfa-1143	29	8	70	70	NUM
ajfa-1143	29	9	per	per	ADP
ajfa-1143	29	10	cent	cent	NOUN
ajfa-1143	29	11	of	of	ADP
ajfa-1143	29	12	production	production	NOUN
ajfa-1143	29	13	and	and	CCONJ
ajfa-1143	29	14	employment	employment	NOUN
ajfa-1143	29	15	in	in	ADP
ajfa-1143	29	16	many	many	ADJ
ajfa-1143	29	17	developed	develop	VERB
ajfa-1143	29	18	countries	country	NOUN
ajfa-1143	29	19	(	(	PUNCT
ajfa-1143	29	20	moore	moore	PROPN
ajfa-1143	29	21	,	,	PUNCT
ajfa-1143	29	22	1999	1999	NUM
ajfa-1143	29	23	)	)	PUNCT
ajfa-1143	29	24	.	.	PUNCT
ajfa-1143	30	1	more	more	ADV
ajfa-1143	30	2	importantly	importantly	ADV
ajfa-1143	30	3	,	,	PUNCT
ajfa-1143	30	4	services	service	NOUN
ajfa-1143	30	5	account	account	VERB
ajfa-1143	30	6	for	for	ADP
ajfa-1143	30	7	46.7	46.7	NUM
ajfa-1143	30	8	%	%	NOUN
ajfa-1143	30	9	of	of	ADP
ajfa-1143	30	10	gdp	gdp	NOUN
ajfa-1143	30	11	in	in	ADP
ajfa-1143	30	12	thailand	thailand	PROPN
ajfa-1143	30	13	with	with	ADP
ajfa-1143	30	14	services	service	NOUN
ajfa-1143	30	15	in	in	ADP
ajfa-1143	30	16	the	the	DET
ajfa-1143	30	17	banking	banking	NOUN
ajfa-1143	30	18	sector	sector	NOUN
ajfa-1143	30	19	accounting	account	VERB
ajfa-1143	30	20	for	for	ADP
ajfa-1143	30	21	nearly	nearly	ADV
ajfa-1143	30	22	75	75	NUM
ajfa-1143	30	23	%	%	NOUN
ajfa-1143	30	24	of	of	ADP
ajfa-1143	30	25	this	this	PRON
ajfa-1143	30	26	[	[	X
ajfa-1143	30	27	1	1	NUM
ajfa-1143	30	28	]	]	PUNCT
ajfa-1143	30	29	.	.	PUNCT
ajfa-1143	31	1	in	in	ADP
ajfa-1143	31	2	monitory	monitory	ADJ
ajfa-1143	31	3	terms	term	NOUN
ajfa-1143	31	4	,	,	PUNCT
ajfa-1143	31	5	the	the	DET
ajfa-1143	31	6	need	need	NOUN
ajfa-1143	31	7	to	to	PART
ajfa-1143	31	8	manage	manage	VERB
ajfa-1143	31	9	banking	banking	NOUN
ajfa-1143	31	10	service	service	NOUN
ajfa-1143	31	11	is	be	AUX
ajfa-1143	31	12	therefore	therefore	ADV
ajfa-1143	31	13	considered	consider	VERB
ajfa-1143	31	14	crucial	crucial	ADJ
ajfa-1143	31	15	to	to	ADP
ajfa-1143	31	16	the	the	DET
ajfa-1143	31	17	thai	thai	ADJ
ajfa-1143	31	18	economy	economy	NOUN
ajfa-1143	31	19	.	.	PUNCT
ajfa-1143	32	1	etzel	etzel	ADJ
ajfa-1143	32	2	,	,	PUNCT
ajfa-1143	32	3	walker	walker	PROPN
ajfa-1143	32	4	and	and	CCONJ
ajfa-1143	32	5	stanton	stanton	PROPN
ajfa-1143	32	6	(	(	PUNCT
ajfa-1143	32	7	2001	2001	NUM
ajfa-1143	32	8	)	)	PUNCT
ajfa-1143	32	9	indicates	indicate	VERB
ajfa-1143	32	10	that	that	SCONJ
ajfa-1143	32	11	services	service	NOUN
ajfa-1143	32	12	are	be	AUX
ajfa-1143	32	13	identifiable	identifiable	ADJ
ajfa-1143	32	14	,	,	PUNCT
ajfa-1143	32	15	intangible	intangible	ADJ
ajfa-1143	32	16	activities	activity	NOUN
ajfa-1143	32	17	that	that	PRON
ajfa-1143	32	18	are	be	AUX
ajfa-1143	32	19	the	the	DET
ajfa-1143	32	20	main	main	ADJ
ajfa-1143	32	21	object	object	NOUN
ajfa-1143	32	22	of	of	ADP
ajfa-1143	32	23	a	a	DET
ajfa-1143	32	24	transaction	transaction	NOUN
ajfa-1143	32	25	designed	design	VERB
ajfa-1143	32	26	to	to	PART
ajfa-1143	32	27	provide	provide	VERB
ajfa-1143	32	28	want	want	NOUN
ajfa-1143	32	29	-	-	PUNCT
ajfa-1143	32	30	satisfaction	satisfaction	NOUN
ajfa-1143	32	31	to	to	ADP
ajfa-1143	32	32	customers	customer	NOUN
ajfa-1143	32	33	.	.	PUNCT
ajfa-1143	33	1	similar	similar	ADJ
ajfa-1143	33	2	but	but	CCONJ
ajfa-1143	33	3	distinct	distinct	ADJ
ajfa-1143	33	4	definitions	definition	NOUN
ajfa-1143	33	5	prevail	prevail	VERB
ajfa-1143	33	6	in	in	ADP
ajfa-1143	33	7	the	the	DET
ajfa-1143	33	8	literature	literature	NOUN
ajfa-1143	33	9	most	most	ADV
ajfa-1143	33	10	notably	notably	ADV
ajfa-1143	33	11	,	,	PUNCT
ajfa-1143	33	12	parasuraman	parasuraman	NOUN
ajfa-1143	33	13	,	,	PUNCT
ajfa-1143	33	14	ziethaml	ziethaml	PROPN
ajfa-1143	33	15	and	and	CCONJ
ajfa-1143	33	16	berry	berry	VERB
ajfa-1143	33	17	,	,	PUNCT
ajfa-1143	33	18	1985	1985	NUM
ajfa-1143	33	19	;	;	PUNCT
ajfa-1143	33	20	bessom	bessom	NOUN
ajfa-1143	33	21	(	(	PUNCT
ajfa-1143	33	22	1973	1973	NUM
ajfa-1143	33	23	)	)	PUNCT
ajfa-1143	33	24	;	;	PUNCT
ajfa-1143	33	25	james	james	PROPN
ajfa-1143	33	26	(	(	PUNCT
ajfa-1143	33	27	2005	2005	NUM
ajfa-1143	33	28	)	)	PUNCT
ajfa-1143	33	29	;	;	PUNCT
ajfa-1143	33	30	and	and	CCONJ
ajfa-1143	33	31	grönroos	grönroos	NOUN
ajfa-1143	33	32	(	(	PUNCT
ajfa-1143	33	33	2001	2001	NUM
ajfa-1143	33	34	)	)	PUNCT
ajfa-1143	33	35	.	.	PUNCT
ajfa-1143	34	1	the	the	DET
ajfa-1143	34	2	thai	thai	PROPN
ajfa-1143	34	3	banking	banking	NOUN
ajfa-1143	34	4	industry	industry	NOUN
ajfa-1143	34	5	is	be	AUX
ajfa-1143	34	6	learning	learn	VERB
ajfa-1143	34	7	that	that	SCONJ
ajfa-1143	34	8	they	they	PRON
ajfa-1143	34	9	can	can	AUX
ajfa-1143	34	10	not	not	PART
ajfa-1143	34	11	maximize	maximize	VERB
ajfa-1143	34	12	value	value	NOUN
ajfa-1143	34	13	to	to	ADP
ajfa-1143	34	14	customers	customer	NOUN
ajfa-1143	34	15	if	if	SCONJ
ajfa-1143	34	16	they	they	PRON
ajfa-1143	34	17	supply	supply	VERB
ajfa-1143	34	18	products	product	NOUN
ajfa-1143	34	19	that	that	PRON
ajfa-1143	34	20	are	be	AUX
ajfa-1143	34	21	perceived	perceive	VERB
ajfa-1143	34	22	as	as	ADP
ajfa-1143	34	23	defective	defective	ADJ
ajfa-1143	34	24	,	,	PUNCT
ajfa-1143	34	25	late	late	ADJ
ajfa-1143	34	26	or	or	CCONJ
ajfa-1143	34	27	ineffective	ineffective	ADJ
ajfa-1143	34	28	(	(	PUNCT
ajfa-1143	34	29	harrison	harrison	PROPN
ajfa-1143	34	30	and	and	CCONJ
ajfa-1143	34	31	st	st	PROPN
ajfa-1143	34	32	john	john	PROPN
ajfa-1143	34	33	,	,	PUNCT
ajfa-1143	34	34	1996	1996	NUM
ajfa-1143	34	35	)	)	PUNCT
ajfa-1143	34	36	.	.	PUNCT
ajfa-1143	35	1	to	to	PART
ajfa-1143	35	2	enhance	enhance	VERB
ajfa-1143	35	3	such	such	ADJ
ajfa-1143	35	4	productive	productive	ADJ
ajfa-1143	35	5	involvement	involvement	NOUN
ajfa-1143	35	6	,	,	PUNCT
ajfa-1143	35	7	thai	thai	ADJ
ajfa-1143	35	8	banks	bank	NOUN
ajfa-1143	35	9	have	have	AUX
ajfa-1143	35	10	been	be	AUX
ajfa-1143	35	11	advised	advise	VERB
ajfa-1143	35	12	to	to	PART
ajfa-1143	35	13	develop	develop	VERB
ajfa-1143	35	14	better	well	ADJ
ajfa-1143	35	15	relationships	relationship	NOUN
ajfa-1143	35	16	(	(	PUNCT
ajfa-1143	35	17	hines	hine	NOUN
ajfa-1143	35	18	,	,	PUNCT
ajfa-1143	35	19	1994	1994	NUM
ajfa-1143	35	20	;	;	PUNCT
ajfa-1143	35	21	kumar	kumar	PROPN
ajfa-1143	35	22	,	,	PUNCT
ajfa-1143	35	23	1996	1996	NUM
ajfa-1143	35	24	;	;	PUNCT
ajfa-1143	35	25	womack	womack	PROPN
ajfa-1143	35	26	and	and	CCONJ
ajfa-1143	35	27	jones	jones	PROPN
ajfa-1143	35	28	,	,	PUNCT
ajfa-1143	35	29	1996	1996	NUM
ajfa-1143	35	30	)	)	PUNCT
ajfa-1143	35	31	.	.	PUNCT
ajfa-1143	36	1	further	far	ADV
ajfa-1143	36	2	,	,	PUNCT
ajfa-1143	36	3	as	as	ADP
ajfa-1143	36	4	purvis	purvis	X
ajfa-1143	36	5	(	(	PUNCT
ajfa-1143	36	6	1993	1993	NUM
ajfa-1143	36	7	)	)	PUNCT
ajfa-1143	36	8	indicated	indicate	VERB
ajfa-1143	36	9	that	that	SCONJ
ajfa-1143	36	10	in	in	ADP
ajfa-1143	36	11	order	order	NOUN
ajfa-1143	36	12	to	to	PART
ajfa-1143	36	13	remain	remain	VERB
ajfa-1143	36	14	and/or	and/or	CCONJ
ajfa-1143	36	15	increase	increase	VERB
ajfa-1143	36	16	profitability	profitability	NOUN
ajfa-1143	36	17	,	,	PUNCT
ajfa-1143	36	18	banks	bank	NOUN
ajfa-1143	36	19	must	must	AUX
ajfa-1143	36	20	continue	continue	VERB
ajfa-1143	36	21	to	to	PART
ajfa-1143	36	22	cut	cut	VERB
ajfa-1143	36	23	costs	cost	NOUN
ajfa-1143	36	24	and	and	CCONJ
ajfa-1143	36	25	offer	offer	VERB
ajfa-1143	36	26	better	well	ADJ
ajfa-1143	36	27	and	and	CCONJ
ajfa-1143	36	28	more	more	ADV
ajfa-1143	36	29	comprehensive	comprehensive	ADJ
ajfa-1143	36	30	services	service	NOUN
ajfa-1143	36	31	to	to	ADP
ajfa-1143	36	32	their	their	PRON
ajfa-1143	36	33	customers	customer	NOUN
ajfa-1143	36	34	in	in	ADP
ajfa-1143	36	35	order	order	NOUN
ajfa-1143	36	36	to	to	PART
ajfa-1143	36	37	retain	retain	VERB
ajfa-1143	36	38	more	more	ADJ
ajfa-1143	36	39	customers	customer	NOUN
ajfa-1143	36	40	and	and	CCONJ
ajfa-1143	36	41	provide	provide	VERB
ajfa-1143	36	42	more	more	ADV
ajfa-1143	36	43	effective	effective	ADJ
ajfa-1143	36	44	service	service	NOUN
ajfa-1143	36	45	delivery	delivery	NOUN
ajfa-1143	36	46	designs	design	NOUN
ajfa-1143	36	47	.	.	PUNCT
ajfa-1143	37	1	the	the	DET
ajfa-1143	37	2	literature	literature	NOUN
ajfa-1143	37	3	continuously	continuously	ADV
ajfa-1143	37	4	suggests	suggest	VERB
ajfa-1143	37	5	that	that	SCONJ
ajfa-1143	37	6	customer	customer	NOUN
ajfa-1143	37	7	retention	retention	NOUN
ajfa-1143	37	8	is	be	AUX
ajfa-1143	37	9	economically	economically	ADV
ajfa-1143	37	10	more	more	ADV
ajfa-1143	37	11	advantageous	advantageous	ADJ
ajfa-1143	37	12	to	to	ADP
ajfa-1143	37	13	a	a	DET
ajfa-1143	37	14	bank	bank	NOUN
ajfa-1143	37	15	than	than	ADP
ajfa-1143	37	16	constantly	constantly	ADV
ajfa-1143	37	17	attempting	attempt	VERB
ajfa-1143	37	18	to	to	PART
ajfa-1143	37	19	seek	seek	VERB
ajfa-1143	37	20	new	new	ADJ
ajfa-1143	37	21	customers	customer	NOUN
ajfa-1143	37	22	through	through	ADP
ajfa-1143	37	23	more	more	ADV
ajfa-1143	37	24	expensive	expensive	ADJ
ajfa-1143	37	25	marketing	marketing	NOUN
ajfa-1143	37	26	activities	activity	NOUN
ajfa-1143	37	27	(	(	PUNCT
ajfa-1143	37	28	reichheld	reichheld	NOUN
ajfa-1143	37	29	and	and	CCONJ
ajfa-1143	37	30	sassar	sassar	ADJ
ajfa-1143	37	31	,	,	PUNCT
ajfa-1143	37	32	1990	1990	NUM
ajfa-1143	37	33	;	;	PUNCT
ajfa-1143	37	34	sheth	sheth	PROPN
ajfa-1143	37	35	and	and	CCONJ
ajfa-1143	37	36	parvitiyar	parvitiyar	PROPN
ajfa-1143	37	37	,	,	PUNCT
ajfa-1143	37	38	1995	1995	NUM
ajfa-1143	37	39	)	)	PUNCT
ajfa-1143	37	40	and	and	CCONJ
ajfa-1143	37	41	that	that	SCONJ
ajfa-1143	37	42	this	this	PRON
ajfa-1143	37	43	consequently	consequently	ADV
ajfa-1143	37	44	is	be	AUX
ajfa-1143	37	45	underpinned	underpin	VERB
ajfa-1143	37	46	by	by	ADP
ajfa-1143	37	47	the	the	DET
ajfa-1143	37	48	notion	notion	NOUN
ajfa-1143	37	49	that	that	SCONJ
ajfa-1143	37	50	building	build	VERB
ajfa-1143	37	51	and	and	CCONJ
ajfa-1143	37	52	maintaining	maintain	VERB
ajfa-1143	37	53	long	long	ADJ
ajfa-1143	37	54	-	-	PUNCT
ajfa-1143	37	55	term	term	NOUN
ajfa-1143	37	56	customer	customer	NOUN
ajfa-1143	37	57	relationships	relationship	NOUN
ajfa-1143	37	58	is	be	AUX
ajfa-1143	37	59	central	central	ADJ
ajfa-1143	37	60	to	to	ADP
ajfa-1143	37	61	improved	improve	VERB
ajfa-1143	37	62	bank	bank	NOUN
ajfa-1143	37	63	performance	performance	NOUN
ajfa-1143	37	64	(	(	PUNCT
ajfa-1143	37	65	ennew	ennew	ADJ
ajfa-1143	37	66	and	and	CCONJ
ajfa-1143	37	67	binks	bink	NOUN
ajfa-1143	37	68	,	,	PUNCT
ajfa-1143	37	69	1996	1996	NUM
ajfa-1143	37	70	)	)	PUNCT
ajfa-1143	37	71	.	.	PUNCT
ajfa-1143	38	1	there	there	PRON
ajfa-1143	38	2	would	would	AUX
ajfa-1143	38	3	appear	appear	VERB
ajfa-1143	38	4	to	to	PART
ajfa-1143	38	5	be	be	AUX
ajfa-1143	38	6	three	three	NUM
ajfa-1143	38	7	main	main	ADJ
ajfa-1143	38	8	studies	study	NOUN
ajfa-1143	38	9	which	which	PRON
ajfa-1143	38	10	examined	examine	VERB
ajfa-1143	38	11	the	the	DET
ajfa-1143	38	12	nature	nature	NOUN
ajfa-1143	38	13	and	and	CCONJ
ajfa-1143	38	14	importance	importance	NOUN
ajfa-1143	38	15	of	of	ADP
ajfa-1143	38	16	benefits	benefit	NOUN
ajfa-1143	38	17	(	(	PUNCT
ajfa-1143	38	18	residual	residual	ADJ
ajfa-1143	38	19	and	and	CCONJ
ajfa-1143	38	20	actual	actual	ADJ
ajfa-1143	38	21	)	)	PUNCT
ajfa-1143	38	22	customers	customer	NOUN
ajfa-1143	38	23	had	have	AUX
ajfa-1143	38	24	derived	derive	VERB
ajfa-1143	38	25	from	from	ADP
ajfa-1143	38	26	longer	long	ADJ
ajfa-1143	38	27	-	-	PUNCT
ajfa-1143	38	28	term	term	NOUN
ajfa-1143	38	29	relationships	relationship	NOUN
ajfa-1143	38	30	with	with	ADP
ajfa-1143	38	31	service	service	NOUN
ajfa-1143	38	32	providers	provider	NOUN
ajfa-1143	38	33	and	and	CCONJ
ajfa-1143	38	34	these	these	PRON
ajfa-1143	38	35	can	can	AUX
ajfa-1143	38	36	be	be	AUX
ajfa-1143	38	37	applied	apply	VERB
ajfa-1143	38	38	here	here	ADV
ajfa-1143	38	39	to	to	ADP
ajfa-1143	38	40	banks	bank	NOUN
ajfa-1143	38	41	in	in	ADP
ajfa-1143	38	42	thailand	thailand	PROPN
ajfa-1143	38	43	.	.	PUNCT
ajfa-1143	39	1	these	these	PRON
ajfa-1143	39	2	are	be	AUX
ajfa-1143	39	3	beatty	beatty	PROPN
ajfa-1143	39	4	et	et	PROPN
ajfa-1143	39	5	al	al	PROPN
ajfa-1143	39	6	.	.	PROPN
ajfa-1143	40	1	(	(	PUNCT
ajfa-1143	40	2	1996	1996	NUM
ajfa-1143	40	3	)	)	PUNCT
ajfa-1143	41	1	;	;	PUNCT
ajfa-1143	41	2	beatty	beatty	PROPN
ajfa-1143	41	3	(	(	PUNCT
ajfa-1143	41	4	1999	1999	NUM
ajfa-1143	41	5	)	)	PUNCT
ajfa-1143	41	6	and	and	CCONJ
ajfa-1143	41	7	gwinner	gwinner	PROPN
ajfa-1143	41	8	et	et	PROPN
ajfa-1143	41	9	al	al	PROPN
ajfa-1143	41	10	.	.	PUNCT
ajfa-1143	41	11	(	(	PUNCT
ajfa-1143	41	12	1998	1998	NUM
ajfa-1143	41	13	)	)	PUNCT
ajfa-1143	41	14	.	.	PUNCT
ajfa-1143	42	1	however	however	ADV
ajfa-1143	42	2	,	,	PUNCT
ajfa-1143	42	3	an	an	DET
ajfa-1143	42	4	examination	examination	NOUN
ajfa-1143	42	5	of	of	ADP
ajfa-1143	42	6	these	these	DET
ajfa-1143	42	7	studies	study	NOUN
ajfa-1143	42	8	suggests	suggest	VERB
ajfa-1143	42	9	that	that	SCONJ
ajfa-1143	42	10	these	these	PRON
ajfa-1143	42	11	are	be	AUX
ajfa-1143	42	12	not	not	PART
ajfa-1143	42	13	the	the	DET
ajfa-1143	42	14	only	only	ADJ
ajfa-1143	42	15	crucial	crucial	ADJ
ajfa-1143	42	16	factors	factor	NOUN
ajfa-1143	42	17	as	as	ADP
ajfa-1143	42	18	the	the	DET
ajfa-1143	42	19	nature	nature	NOUN
ajfa-1143	42	20	of	of	ADP
ajfa-1143	42	21	banking	banking	NOUN
ajfa-1143	42	22	services	service	NOUN
ajfa-1143	42	23	requires	require	VERB
ajfa-1143	42	24	more	more	ADJ
ajfa-1143	42	25	than	than	ADP
ajfa-1143	42	26	just	just	ADV
ajfa-1143	42	27	the	the	DET
ajfa-1143	42	28	managerial	managerial	ADJ
ajfa-1143	42	29	determination	determination	NOUN
ajfa-1143	42	30	of	of	ADP
ajfa-1143	42	31	service	service	NOUN
ajfa-1143	42	32	standards	standard	NOUN
ajfa-1143	42	33	;	;	PUNCT
ajfa-1143	42	34	it	it	PRON
ajfa-1143	42	35	requires	require	VERB
ajfa-1143	42	36	an	an	DET
ajfa-1143	42	37	adept	adept	ADJ
ajfa-1143	42	38	management	management	NOUN
ajfa-1143	42	39	style	style	NOUN
ajfa-1143	42	40	that	that	PRON
ajfa-1143	42	41	allows	allow	VERB
ajfa-1143	42	42	different	different	ADJ
ajfa-1143	42	43	perceptions	perception	NOUN
ajfa-1143	42	44	from	from	ADP
ajfa-1143	42	45	different	different	ADJ
ajfa-1143	42	46	parties	party	NOUN
ajfa-1143	42	47	to	to	ADP
ajfa-1143	42	48	the	the	DET
ajfa-1143	42	49	service	service	NOUN
ajfa-1143	42	50	act	act	NOUN
ajfa-1143	42	51	to	to	PART
ajfa-1143	42	52	be	be	AUX
ajfa-1143	42	53	amalgamated	amalgamate	VERB
ajfa-1143	42	54	so	so	SCONJ
ajfa-1143	42	55	that	that	SCONJ
ajfa-1143	42	56	all	all	DET
ajfa-1143	42	57	service	service	NOUN
ajfa-1143	42	58	elements	element	NOUN
ajfa-1143	42	59	match	match	VERB
ajfa-1143	42	60	consumer	consumer	NOUN
ajfa-1143	42	61	expectations	expectation	NOUN
ajfa-1143	42	62	and	and	CCONJ
ajfa-1143	42	63	demands	demand	NOUN
ajfa-1143	42	64	;	;	PUNCT
ajfa-1143	42	65	and	and	CCONJ
ajfa-1143	42	66	in	in	ADP
ajfa-1143	42	67	turn	turn	NOUN
ajfa-1143	42	68	match	match	NOUN
ajfa-1143	42	69	service	service	NOUN
ajfa-1143	42	70	quality	quality	NOUN
ajfa-1143	42	71	through	through	ADP
ajfa-1143	42	72	delivery	delivery	NOUN
ajfa-1143	42	73	to	to	ADP
ajfa-1143	42	74	those	those	DET
ajfa-1143	42	75	consumer	consumer	NOUN
ajfa-1143	42	76	expectations	expectation	NOUN
ajfa-1143	42	77	.	.	PUNCT
ajfa-1143	43	1	service	service	NOUN
ajfa-1143	43	2	quality	quality	NOUN
ajfa-1143	43	3	is	be	AUX
ajfa-1143	43	4	however	however	ADV
ajfa-1143	43	5	,	,	PUNCT
ajfa-1143	43	6	perhaps	perhaps	ADV
ajfa-1143	43	7	by	by	ADP
ajfa-1143	43	8	its	its	PRON
ajfa-1143	43	9	very	very	ADJ
ajfa-1143	43	10	nature	nature	NOUN
ajfa-1143	43	11	a	a	DET
ajfa-1143	43	12	dynamic	dynamic	ADJ
ajfa-1143	43	13	concept	concept	NOUN
ajfa-1143	43	14	–	–	PUNCT
ajfa-1143	43	15	both	both	CCONJ
ajfa-1143	43	16	in	in	ADP
ajfa-1143	43	17	terms	term	NOUN
ajfa-1143	43	18	of	of	ADP
ajfa-1143	43	19	consumer	consumer	NOUN
ajfa-1143	43	20	perceptions	perception	NOUN
ajfa-1143	43	21	as	as	ADV
ajfa-1143	43	22	well	well	ADV
ajfa-1143	43	23	in	in	ADP
ajfa-1143	43	24	practical	practical	ADJ
ajfa-1143	43	25	application	application	NOUN
ajfa-1143	43	26	(	(	PUNCT
ajfa-1143	43	27	oliver	oliver	ADJ
ajfa-1143	43	28	and	and	CCONJ
ajfa-1143	43	29	rust	rust	NOUN
ajfa-1143	43	30	,	,	PUNCT
ajfa-1143	43	31	1993	1993	NUM
ajfa-1143	43	32	)	)	PUNCT
ajfa-1143	43	33	.	.	PUNCT
ajfa-1143	44	1	the	the	DET
ajfa-1143	44	2	work	work	NOUN
ajfa-1143	44	3	of	of	ADP
ajfa-1143	44	4	avkiran	avkiran	NOUN
ajfa-1143	44	5	(	(	PUNCT
ajfa-1143	44	6	1994	1994	NUM
ajfa-1143	44	7	;	;	PUNCT
ajfa-1143	44	8	1999	1999	NUM
ajfa-1143	44	9	)	)	PUNCT
ajfa-1143	44	10	may	may	AUX
ajfa-1143	44	11	be	be	AUX
ajfa-1143	44	12	useful	useful	ADJ
ajfa-1143	44	13	to	to	PART
ajfa-1143	44	14	consider	consider	VERB
ajfa-1143	44	15	here	here	ADV
ajfa-1143	44	16	who	who	PRON
ajfa-1143	44	17	proposed	propose	VERB
ajfa-1143	44	18	that	that	SCONJ
ajfa-1143	44	19	perceived	perceive	VERB
ajfa-1143	44	20	service	service	NOUN
ajfa-1143	44	21	quality	quality	NOUN
ajfa-1143	44	22	is	be	AUX
ajfa-1143	44	23	a	a	DET
ajfa-1143	44	24	global	global	ADJ
ajfa-1143	44	25	judgement	judgement	NOUN
ajfa-1143	44	26	or	or	CCONJ
ajfa-1143	44	27	attitude	attitude	NOUN
ajfa-1143	44	28	relating	relate	VERB
ajfa-1143	44	29	to	to	ADP
ajfa-1143	44	30	the	the	DET
ajfa-1143	44	31	superiority	superiority	NOUN
ajfa-1143	44	32	of	of	ADP
ajfa-1143	44	33	the	the	DET
ajfa-1143	44	34	service	service	NOUN
ajfa-1143	44	35	;	;	PUNCT
ajfa-1143	44	36	whereas	whereas	SCONJ
ajfa-1143	44	37	satisfaction	satisfaction	NOUN
ajfa-1143	44	38	is	be	AUX
ajfa-1143	44	39	related	relate	VERB
ajfa-1143	44	40	to	to	ADP
ajfa-1143	44	41	a	a	DET
ajfa-1143	44	42	specific	specific	ADJ
ajfa-1143	44	43	transaction	transaction	NOUN
ajfa-1143	44	44	.	.	PUNCT
ajfa-1143	45	1	thus	thus	ADV
ajfa-1143	45	2	,	,	PUNCT
ajfa-1143	45	3	consumer	consumer	NOUN
ajfa-1143	45	4	perceptions	perception	NOUN
ajfa-1143	45	5	of	of	ADP
ajfa-1143	45	6	the	the	DET
ajfa-1143	45	7	organisational	organisational	ADJ
ajfa-1143	45	8	service	service	NOUN
ajfa-1143	45	9	intent	intent	NOUN
ajfa-1143	45	10	are	be	AUX
ajfa-1143	45	11	important	important	ADJ
ajfa-1143	45	12	in	in	ADP
ajfa-1143	45	13	the	the	DET
ajfa-1143	45	14	construct	construct	NOUN
ajfa-1143	45	15	of	of	ADP
ajfa-1143	45	16	service	service	NOUN
ajfa-1143	45	17	quality	quality	NOUN
ajfa-1143	45	18	.	.	PUNCT
ajfa-1143	46	1	underpinning	underpin	VERB
ajfa-1143	46	2	this	this	DET
ajfa-1143	46	3	possible	possible	ADJ
ajfa-1143	46	4	service	service	NOUN
ajfa-1143	46	5	quality	quality	NOUN
ajfa-1143	46	6	construct	construct	NOUN
ajfa-1143	46	7	appears	appear	VERB
ajfa-1143	46	8	to	to	PART
ajfa-1143	46	9	be	be	AUX
ajfa-1143	46	10	the	the	DET
ajfa-1143	46	11	notion	notion	NOUN
ajfa-1143	46	12	of	of	ADP
ajfa-1143	46	13	customer	customer	NOUN
ajfa-1143	46	14	value	value	NOUN
ajfa-1143	46	15	.	.	PUNCT
ajfa-1143	47	1	in	in	ADP
ajfa-1143	47	2	addition	addition	NOUN
ajfa-1143	47	3	to	to	ADP
ajfa-1143	47	4	this	this	PRON
ajfa-1143	47	5	,	,	PUNCT
ajfa-1143	47	6	chalermratana	chalermratana	PROPN
ajfa-1143	47	7	(	(	PUNCT
ajfa-1143	47	8	1996	1996	NUM
ajfa-1143	47	9	)	)	PUNCT
ajfa-1143	47	10	suggests	suggest	VERB
ajfa-1143	47	11	that	that	SCONJ
ajfa-1143	47	12	service	service	NOUN
ajfa-1143	47	13	quality	quality	NOUN
ajfa-1143	47	14	should	should	AUX
ajfa-1143	47	15	not	not	PART
ajfa-1143	47	16	be	be	AUX
ajfa-1143	47	17	considered	consider	VERB
ajfa-1143	47	18	an	an	DET
ajfa-1143	47	19	asian	asian	ADJ
ajfa-1143	47	20	journal	journal	NOUN
ajfa-1143	47	21	of	of	ADP
ajfa-1143	47	22	finance	finance	PROPN
ajfa-1143	47	23	&	&	CCONJ
ajfa-1143	47	24	accounting	accounting	PROPN
ajfa-1143	47	25	issn	issn	PROPN
ajfa-1143	47	26	1946	1946	NUM
ajfa-1143	47	27	-	-	PUNCT
ajfa-1143	47	28	052x	052x	NOUN
ajfa-1143	47	29	2012	2012	NUM
ajfa-1143	47	30	,	,	PUNCT
ajfa-1143	47	31	vol	vol	NOUN
ajfa-1143	47	32	.	.	PROPN
ajfa-1143	47	33	4	4	NUM
ajfa-1143	47	34	,	,	PUNCT
ajfa-1143	47	35	no	no	INTJ
ajfa-1143	47	36	.	.	NOUN
ajfa-1143	47	37	1	1	NUM
ajfa-1143	47	38	www.macrothink.org/ajfa	www.macrothink.org/ajfa	NUM
ajfa-1143	47	39	28	28	NUM
ajfa-1143	47	40	engagement	engagement	NOUN
ajfa-1143	47	41	in	in	ADP
ajfa-1143	47	42	a	a	DET
ajfa-1143	47	43	static	static	ADJ
ajfa-1143	47	44	process	process	NOUN
ajfa-1143	47	45	,	,	PUNCT
ajfa-1143	47	46	but	but	CCONJ
ajfa-1143	47	47	a	a	DET
ajfa-1143	47	48	process	process	NOUN
ajfa-1143	47	49	that	that	PRON
ajfa-1143	47	50	encompasses	encompass	VERB
ajfa-1143	47	51	pre	pre	ADJ
ajfa-1143	47	52	-	-	ADJ
ajfa-1143	47	53	service	service	ADJ
ajfa-1143	47	54	elements	element	NOUN
ajfa-1143	47	55	,	,	PUNCT
ajfa-1143	47	56	during	during	ADP
ajfa-1143	47	57	-	-	PUNCT
ajfa-1143	47	58	service	service	NOUN
ajfa-1143	47	59	elements	element	NOUN
ajfa-1143	47	60	,	,	PUNCT
ajfa-1143	47	61	and	and	CCONJ
ajfa-1143	47	62	post	post	ADJ
ajfa-1143	47	63	-	-	ADJ
ajfa-1143	47	64	service	service	ADJ
ajfa-1143	47	65	elements	element	NOUN
ajfa-1143	47	66	.	.	PUNCT
ajfa-1143	48	1	this	this	PRON
ajfa-1143	48	2	appears	appear	VERB
ajfa-1143	48	3	to	to	PART
ajfa-1143	48	4	be	be	AUX
ajfa-1143	48	5	the	the	DET
ajfa-1143	48	6	chief	chief	ADJ
ajfa-1143	48	7	theoretical	theoretical	ADJ
ajfa-1143	48	8	foundation	foundation	NOUN
ajfa-1143	48	9	of	of	ADP
ajfa-1143	48	10	service	service	NOUN
ajfa-1143	48	11	quality	quality	NOUN
ajfa-1143	48	12	models	model	NOUN
ajfa-1143	48	13	introduced	introduce	VERB
ajfa-1143	48	14	by	by	ADP
ajfa-1143	48	15	berry	berry	NOUN
ajfa-1143	48	16	et	et	PROPN
ajfa-1143	48	17	al	al	PROPN
ajfa-1143	48	18	.	.	PROPN
ajfa-1143	48	19	,	,	PUNCT
ajfa-1143	48	20	(	(	PUNCT
ajfa-1143	48	21	1985	1985	NUM
ajfa-1143	48	22	)	)	PUNCT
ajfa-1143	48	23	;	;	PUNCT
ajfa-1143	48	24	grönroos	grönroos	NOUN
ajfa-1143	48	25	,	,	PUNCT
ajfa-1143	48	26	1983	1983	NUM
ajfa-1143	48	27	;	;	PUNCT
ajfa-1143	48	28	and	and	CCONJ
ajfa-1143	48	29	further	further	ADJ
ajfa-1143	48	30	zeithaml	zeithaml	PROPN
ajfa-1143	48	31	parasuraman	parasuraman	NOUN
ajfa-1143	48	32	and	and	CCONJ
ajfa-1143	48	33	berry	berry	NOUN
ajfa-1143	48	34	(	(	PUNCT
ajfa-1143	48	35	1990	1990	NUM
ajfa-1143	48	36	)	)	PUNCT
ajfa-1143	48	37	.	.	PUNCT
ajfa-1143	49	1	in	in	ADP
ajfa-1143	49	2	this	this	DET
ajfa-1143	49	3	respect	respect	NOUN
ajfa-1143	49	4	,	,	PUNCT
ajfa-1143	49	5	parasuraman	parasuraman	NOUN
ajfa-1143	49	6	,	,	PUNCT
ajfa-1143	49	7	ziethaml	ziethaml	PROPN
ajfa-1143	49	8	and	and	CCONJ
ajfa-1143	49	9	berry	berry	VERB
ajfa-1143	49	10	,	,	PUNCT
ajfa-1143	49	11	(	(	PUNCT
ajfa-1143	49	12	1985	1985	NUM
ajfa-1143	49	13	,	,	PUNCT
ajfa-1143	49	14	1988	1988	NUM
ajfa-1143	49	15	)	)	PUNCT
ajfa-1143	49	16	first	first	ADV
ajfa-1143	49	17	developed	develop	VERB
ajfa-1143	49	18	a	a	DET
ajfa-1143	49	19	framework	framework	NOUN
ajfa-1143	49	20	of	of	ADP
ajfa-1143	49	21	service	service	NOUN
ajfa-1143	49	22	quality	quality	NOUN
ajfa-1143	49	23	construct	construct	NOUN
ajfa-1143	49	24	dimensions	dimension	NOUN
ajfa-1143	49	25	that	that	PRON
ajfa-1143	49	26	are	be	AUX
ajfa-1143	49	27	widely	widely	ADV
ajfa-1143	49	28	cited	cite	VERB
ajfa-1143	49	29	and	and	CCONJ
ajfa-1143	49	30	discussed	discuss	VERB
ajfa-1143	49	31	.	.	PUNCT
ajfa-1143	50	1	this	this	PRON
ajfa-1143	50	2	raises	raise	VERB
ajfa-1143	50	3	the	the	DET
ajfa-1143	50	4	third	third	ADJ
ajfa-1143	50	5	research	research	NOUN
ajfa-1143	50	6	question	question	NOUN
ajfa-1143	50	7	what	what	PRON
ajfa-1143	50	8	is	be	AUX
ajfa-1143	50	9	the	the	DET
ajfa-1143	50	10	impact	impact	NOUN
ajfa-1143	50	11	of	of	ADP
ajfa-1143	50	12	bank	bank	NOUN
ajfa-1143	50	13	-	-	PUNCT
ajfa-1143	50	14	customer	customer	NOUN
ajfa-1143	50	15	service	service	NOUN
ajfa-1143	50	16	response	response	NOUN
ajfa-1143	50	17	?	?	PUNCT
ajfa-1143	51	1	clearly	clearly	ADV
ajfa-1143	51	2	of	of	ADP
ajfa-1143	51	3	issue	issue	NOUN
ajfa-1143	51	4	is	be	AUX
ajfa-1143	51	5	the	the	DET
ajfa-1143	51	6	notion	notion	NOUN
ajfa-1143	51	7	of	of	ADP
ajfa-1143	51	8	whether	whether	SCONJ
ajfa-1143	51	9	banking	banking	NOUN
ajfa-1143	51	10	organisations	organisation	NOUN
ajfa-1143	51	11	and	and	CCONJ
ajfa-1143	51	12	consumers	consumer	NOUN
ajfa-1143	51	13	alike	alike	ADV
ajfa-1143	51	14	are	be	AUX
ajfa-1143	51	15	capable	capable	ADJ
ajfa-1143	51	16	of	of	ADP
ajfa-1143	51	17	accurately	accurately	ADV
ajfa-1143	51	18	assessing	assess	VERB
ajfa-1143	51	19	consistently	consistently	ADV
ajfa-1143	51	20	the	the	DET
ajfa-1143	51	21	required	require	VERB
ajfa-1143	51	22	levels	level	NOUN
ajfa-1143	51	23	of	of	ADP
ajfa-1143	51	24	service	service	NOUN
ajfa-1143	51	25	quality	quality	NOUN
ajfa-1143	51	26	and	and	CCONJ
ajfa-1143	51	27	how	how	SCONJ
ajfa-1143	51	28	this	this	PRON
ajfa-1143	51	29	helps	helps	AUX
ajfa-1143	51	30	develop	develop	VERB
ajfa-1143	51	31	effective	effective	ADJ
ajfa-1143	51	32	processes	process	NOUN
ajfa-1143	51	33	to	to	PART
ajfa-1143	51	34	enhance	enhance	VERB
ajfa-1143	51	35	the	the	DET
ajfa-1143	51	36	consumers	consumer	NOUN
ajfa-1143	51	37	experience	experience	NOUN
ajfa-1143	51	38	of	of	ADP
ajfa-1143	51	39	the	the	DET
ajfa-1143	51	40	service	service	NOUN
ajfa-1143	51	41	provision	provision	NOUN
ajfa-1143	51	42	.	.	PUNCT
ajfa-1143	52	1	antonides	antonide	NOUN
ajfa-1143	52	2	and	and	CCONJ
ajfa-1143	52	3	van	van	PROPN
ajfa-1143	52	4	raaij	raaij	PROPN
ajfa-1143	52	5	(	(	PUNCT
ajfa-1143	52	6	1985	1985	NUM
ajfa-1143	52	7	)	)	PUNCT
ajfa-1143	52	8	cited	cite	VERB
ajfa-1143	52	9	in	in	ADP
ajfa-1143	52	10	parasuraman	parasuraman	NOUN
ajfa-1143	52	11	et	et	PROPN
ajfa-1143	52	12	al	al	PROPN
ajfa-1143	52	13	,	,	PUNCT
ajfa-1143	52	14	(	(	PUNCT
ajfa-1143	52	15	1985	1985	NUM
ajfa-1143	52	16	)	)	PUNCT
ajfa-1143	52	17	point	point	NOUN
ajfa-1143	52	18	out	out	ADP
ajfa-1143	52	19	that	that	SCONJ
ajfa-1143	52	20	people	people	NOUN
ajfa-1143	52	21	differ	differ	VERB
ajfa-1143	52	22	in	in	ADP
ajfa-1143	52	23	their	their	PRON
ajfa-1143	52	24	perceptions	perception	NOUN
ajfa-1143	52	25	of	of	ADP
ajfa-1143	52	26	reality	reality	NOUN
ajfa-1143	52	27	,	,	PUNCT
ajfa-1143	52	28	their	their	PRON
ajfa-1143	52	29	experiences	experience	NOUN
ajfa-1143	52	30	and	and	CCONJ
ajfa-1143	52	31	personal	personal	ADJ
ajfa-1143	52	32	situations	situation	NOUN
ajfa-1143	52	33	and	and	CCONJ
ajfa-1143	52	34	respond	respond	VERB
ajfa-1143	52	35	in	in	ADP
ajfa-1143	52	36	a	a	DET
ajfa-1143	52	37	mostly	mostly	ADV
ajfa-1143	52	38	individual	individual	ADJ
ajfa-1143	52	39	way	way	NOUN
ajfa-1143	52	40	when	when	SCONJ
ajfa-1143	52	41	asked	ask	VERB
ajfa-1143	52	42	about	about	ADP
ajfa-1143	52	43	their	their	PRON
ajfa-1143	52	44	service	service	NOUN
ajfa-1143	52	45	quality	quality	NOUN
ajfa-1143	52	46	requirements	requirement	NOUN
ajfa-1143	52	47	.	.	PUNCT
ajfa-1143	53	1	this	this	DET
ajfa-1143	53	2	situation	situation	NOUN
ajfa-1143	53	3	is	be	AUX
ajfa-1143	53	4	compounded	compound	VERB
ajfa-1143	53	5	negatively	negatively	ADV
ajfa-1143	53	6	through	through	ADP
ajfa-1143	53	7	the	the	DET
ajfa-1143	53	8	notion	notion	NOUN
ajfa-1143	53	9	that	that	SCONJ
ajfa-1143	53	10	perceptions	perception	NOUN
ajfa-1143	53	11	of	of	ADP
ajfa-1143	53	12	service	service	NOUN
ajfa-1143	53	13	quality	quality	NOUN
ajfa-1143	53	14	may	may	AUX
ajfa-1143	53	15	be	be	AUX
ajfa-1143	53	16	substantially	substantially	ADV
ajfa-1143	53	17	affected	affect	VERB
ajfa-1143	53	18	by	by	ADP
ajfa-1143	53	19	the	the	DET
ajfa-1143	53	20	expectations	expectation	NOUN
ajfa-1143	53	21	prior	prior	ADV
ajfa-1143	53	22	to	to	ADP
ajfa-1143	53	23	or	or	CCONJ
ajfa-1143	53	24	actually	actually	ADV
ajfa-1143	53	25	created	create	VERB
ajfa-1143	53	26	in	in	ADP
ajfa-1143	53	27	the	the	DET
ajfa-1143	53	28	service	service	NOUN
ajfa-1143	53	29	delivery	delivery	NOUN
ajfa-1143	53	30	(	(	PUNCT
ajfa-1143	53	31	avkarin	avkarin	NOUN
ajfa-1143	53	32	,	,	PUNCT
ajfa-1143	53	33	1999	1999	NUM
ajfa-1143	53	34	)	)	PUNCT
ajfa-1143	53	35	.	.	PUNCT
ajfa-1143	54	1	for	for	ADP
ajfa-1143	54	2	example	example	NOUN
ajfa-1143	54	3	,	,	PUNCT
ajfa-1143	54	4	houston	houston	PROPN
ajfa-1143	54	5	,	,	PUNCT
ajfa-1143	54	6	battencourt	battencourt	NOUN
ajfa-1143	54	7	,	,	PUNCT
ajfa-1143	54	8	and	and	CCONJ
ajfa-1143	54	9	wenger	wenger	PROPN
ajfa-1143	54	10	(	(	PUNCT
ajfa-1143	54	11	1998	1998	NUM
ajfa-1143	54	12	)	)	PUNCT
ajfa-1143	54	13	conclude	conclude	VERB
ajfa-1143	54	14	that	that	SCONJ
ajfa-1143	54	15	as	as	SCONJ
ajfa-1143	54	16	the	the	DET
ajfa-1143	54	17	waiting	waiting	NOUN
ajfa-1143	54	18	time	time	NOUN
ajfa-1143	54	19	increases	increase	VERB
ajfa-1143	54	20	consumer	consumer	NOUN
ajfa-1143	54	21	perceptions	perception	NOUN
ajfa-1143	54	22	of	of	ADP
ajfa-1143	54	23	service	service	NOUN
ajfa-1143	54	24	quality	quality	NOUN
ajfa-1143	54	25	drops	drop	NOUN
ajfa-1143	54	26	.	.	PUNCT
ajfa-1143	55	1	3	3	X
ajfa-1143	55	2	.	.	X
ajfa-1143	55	3	methodology	methodology	NOUN
ajfa-1143	55	4	to	to	PART
ajfa-1143	55	5	gain	gain	VERB
ajfa-1143	55	6	a	a	DET
ajfa-1143	55	7	broader	broad	ADJ
ajfa-1143	55	8	,	,	PUNCT
ajfa-1143	55	9	deeper	deep	ADJ
ajfa-1143	55	10	and	and	CCONJ
ajfa-1143	55	11	more	more	ADV
ajfa-1143	55	12	involved	involved	ADJ
ajfa-1143	55	13	understanding	understanding	NOUN
ajfa-1143	55	14	of	of	ADP
ajfa-1143	55	15	the	the	DET
ajfa-1143	55	16	issues	issue	NOUN
ajfa-1143	55	17	generated	generate	VERB
ajfa-1143	55	18	within	within	ADP
ajfa-1143	55	19	the	the	DET
ajfa-1143	55	20	thai	thai	PROPN
ajfa-1143	55	21	service	service	NOUN
ajfa-1143	55	22	-	-	PUNCT
ajfa-1143	55	23	banking	banking	NOUN
ajfa-1143	55	24	context	context	NOUN
ajfa-1143	55	25	and	and	CCONJ
ajfa-1143	55	26	to	to	PART
ajfa-1143	55	27	consider	consider	VERB
ajfa-1143	55	28	more	more	ADV
ajfa-1143	55	29	implicitly	implicitly	ADV
ajfa-1143	55	30	the	the	DET
ajfa-1143	55	31	issues	issue	NOUN
ajfa-1143	55	32	and	and	CCONJ
ajfa-1143	55	33	questions	question	NOUN
ajfa-1143	55	34	raised	raise	VERB
ajfa-1143	55	35	,	,	PUNCT
ajfa-1143	55	36	this	this	DET
ajfa-1143	55	37	empirical	empirical	ADJ
ajfa-1143	55	38	groundwork	groundwork	NOUN
ajfa-1143	55	39	utilised	utilise	VERB
ajfa-1143	55	40	an	an	DET
ajfa-1143	55	41	interpretive	interpretive	ADJ
ajfa-1143	55	42	approach	approach	NOUN
ajfa-1143	55	43	(	(	PUNCT
ajfa-1143	55	44	walsh	walsh	NOUN
ajfa-1143	55	45	,	,	PUNCT
ajfa-1143	55	46	white	white	ADJ
ajfa-1143	55	47	,	,	PUNCT
ajfa-1143	55	48	and	and	CCONJ
ajfa-1143	55	49	young	young	ADJ
ajfa-1143	55	50	,	,	PUNCT
ajfa-1143	55	51	2008	2008	NUM
ajfa-1143	55	52	)	)	PUNCT
ajfa-1143	55	53	to	to	PART
ajfa-1143	55	54	understand	understand	VERB
ajfa-1143	55	55	the	the	DET
ajfa-1143	55	56	perceptions	perception	NOUN
ajfa-1143	55	57	of	of	ADP
ajfa-1143	55	58	bank	bank	NOUN
ajfa-1143	55	59	customers	customer	NOUN
ajfa-1143	55	60	.	.	PUNCT
ajfa-1143	56	1	customers	customer	NOUN
ajfa-1143	56	2	were	be	AUX
ajfa-1143	56	3	considered	consider	VERB
ajfa-1143	56	4	specialist	specialist	ADJ
ajfa-1143	56	5	knowledge	knowledge	NOUN
ajfa-1143	56	6	agents	agent	NOUN
ajfa-1143	56	7	as	as	SCONJ
ajfa-1143	56	8	their	their	PRON
ajfa-1143	56	9	opinions	opinion	NOUN
ajfa-1143	56	10	and	and	CCONJ
ajfa-1143	56	11	experiences	experience	NOUN
ajfa-1143	56	12	influenced	influence	VERB
ajfa-1143	56	13	policy	policy	NOUN
ajfa-1143	56	14	application	application	NOUN
ajfa-1143	56	15	in	in	ADP
ajfa-1143	56	16	the	the	DET
ajfa-1143	56	17	bank	bank	NOUN
ajfa-1143	56	18	.	.	PUNCT
ajfa-1143	57	1	the	the	DET
ajfa-1143	57	2	research	research	NOUN
ajfa-1143	57	3	used	use	VERB
ajfa-1143	57	4	a	a	DET
ajfa-1143	57	5	semi	semi	ADJ
ajfa-1143	57	6	-	-	ADJ
ajfa-1143	57	7	structured	structured	ADJ
ajfa-1143	57	8	questionnaire	questionnaire	NOUN
ajfa-1143	57	9	,	,	PUNCT
ajfa-1143	57	10	which	which	PRON
ajfa-1143	57	11	provided	provide	VERB
ajfa-1143	57	12	an	an	DET
ajfa-1143	57	13	appropriate	appropriate	ADJ
ajfa-1143	57	14	element	element	NOUN
ajfa-1143	57	15	of	of	ADP
ajfa-1143	57	16	context	context	NOUN
ajfa-1143	57	17	and	and	CCONJ
ajfa-1143	57	18	flexibility	flexibility	NOUN
ajfa-1143	57	19	(	(	PUNCT
ajfa-1143	57	20	cassell	cassell	PROPN
ajfa-1143	57	21	and	and	CCONJ
ajfa-1143	57	22	symon	symon	PROPN
ajfa-1143	57	23	,	,	PUNCT
ajfa-1143	57	24	2004	2004	NUM
ajfa-1143	57	25	)	)	PUNCT
ajfa-1143	57	26	and	and	CCONJ
ajfa-1143	57	27	this	this	PRON
ajfa-1143	57	28	further	far	ADV
ajfa-1143	57	29	aided	aid	VERB
ajfa-1143	57	30	by	by	ADP
ajfa-1143	57	31	applying	apply	VERB
ajfa-1143	57	32	an	an	DET
ajfa-1143	57	33	inductive	inductive	ADJ
ajfa-1143	57	34	/	/	SYM
ajfa-1143	57	35	theory	theory	NOUN
ajfa-1143	57	36	building	building	NOUN
ajfa-1143	57	37	approach	approach	NOUN
ajfa-1143	57	38	(	(	PUNCT
ajfa-1143	57	39	glaser	glaser	PROPN
ajfa-1143	57	40	and	and	CCONJ
ajfa-1143	57	41	strauss	strauss	PROPN
ajfa-1143	57	42	,	,	PUNCT
ajfa-1143	57	43	1967	1967	NUM
ajfa-1143	57	44	)	)	PUNCT
ajfa-1143	57	45	.	.	PUNCT
ajfa-1143	58	1	given	give	VERB
ajfa-1143	58	2	the	the	DET
ajfa-1143	58	3	lack	lack	NOUN
ajfa-1143	58	4	of	of	ADP
ajfa-1143	58	5	appropriately	appropriately	ADV
ajfa-1143	58	6	focused	focus	VERB
ajfa-1143	58	7	research	research	NOUN
ajfa-1143	58	8	in	in	ADP
ajfa-1143	58	9	this	this	DET
ajfa-1143	58	10	area	area	NOUN
ajfa-1143	58	11	,	,	PUNCT
ajfa-1143	58	12	this	this	DET
ajfa-1143	58	13	methodology	methodology	NOUN
ajfa-1143	58	14	is	be	AUX
ajfa-1143	58	15	seen	see	VERB
ajfa-1143	58	16	as	as	ADP
ajfa-1143	58	17	suitable	suitable	ADJ
ajfa-1143	58	18	for	for	ADP
ajfa-1143	58	19	creating	create	VERB
ajfa-1143	58	20	contextual	contextual	ADJ
ajfa-1143	58	21	data	datum	NOUN
ajfa-1143	58	22	for	for	ADP
ajfa-1143	58	23	the	the	DET
ajfa-1143	58	24	purpose	purpose	NOUN
ajfa-1143	58	25	of	of	ADP
ajfa-1143	58	26	forming	form	VERB
ajfa-1143	58	27	richer	rich	ADJ
ajfa-1143	58	28	theory	theory	NOUN
ajfa-1143	58	29	development	development	NOUN
ajfa-1143	58	30	(	(	PUNCT
ajfa-1143	58	31	cayla	cayla	NOUN
ajfa-1143	58	32	and	and	CCONJ
ajfa-1143	58	33	eckhardt	eckhardt	NOUN
ajfa-1143	58	34	,	,	PUNCT
ajfa-1143	58	35	2007	2007	NUM
ajfa-1143	58	36	)	)	PUNCT
ajfa-1143	58	37	.	.	PUNCT
ajfa-1143	59	1	the	the	DET
ajfa-1143	59	2	population	population	NOUN
ajfa-1143	59	3	for	for	ADP
ajfa-1143	59	4	this	this	DET
ajfa-1143	59	5	study	study	NOUN
ajfa-1143	59	6	was	be	AUX
ajfa-1143	59	7	customers	customer	NOUN
ajfa-1143	59	8	of	of	ADP
ajfa-1143	59	9	the	the	DET
ajfa-1143	59	10	main	main	ADJ
ajfa-1143	59	11	branch	branch	NOUN
ajfa-1143	59	12	located	locate	VERB
ajfa-1143	59	13	in	in	ADP
ajfa-1143	59	14	bangkok	bangkok	PROPN
ajfa-1143	59	15	,	,	PUNCT
ajfa-1143	59	16	thailand	thailand	PROPN
ajfa-1143	59	17	chosen	choose	VERB
ajfa-1143	59	18	through	through	ADP
ajfa-1143	59	19	applying	apply	VERB
ajfa-1143	59	20	the	the	DET
ajfa-1143	59	21	approach	approach	NOUN
ajfa-1143	59	22	of	of	ADP
ajfa-1143	59	23	carman	carman	PROPN
ajfa-1143	59	24	(	(	PUNCT
ajfa-1143	59	25	1990	1990	NUM
ajfa-1143	59	26	)	)	PUNCT
ajfa-1143	59	27	.	.	PUNCT
ajfa-1143	60	1	after	after	ADP
ajfa-1143	60	2	discussions	discussion	NOUN
ajfa-1143	60	3	with	with	ADP
ajfa-1143	60	4	top	top	ADJ
ajfa-1143	60	5	management	management	NOUN
ajfa-1143	60	6	–	–	PUNCT
ajfa-1143	60	7	new	new	ADJ
ajfa-1143	60	8	customers	customer	NOUN
ajfa-1143	60	9	of	of	ADP
ajfa-1143	60	10	6	6	NUM
ajfa-1143	60	11	months	month	NOUN
ajfa-1143	60	12	or	or	CCONJ
ajfa-1143	60	13	less	less	ADV
ajfa-1143	60	14	would	would	AUX
ajfa-1143	60	15	take	take	VERB
ajfa-1143	60	16	part	part	NOUN
ajfa-1143	60	17	in	in	ADP
ajfa-1143	60	18	the	the	DET
ajfa-1143	60	19	research	research	NOUN
ajfa-1143	60	20	and	and	CCONJ
ajfa-1143	60	21	this	this	PRON
ajfa-1143	60	22	reflected	reflect	VERB
ajfa-1143	60	23	the	the	DET
ajfa-1143	60	24	criteria	criterion	NOUN
ajfa-1143	60	25	of	of	ADP
ajfa-1143	60	26	theoretical	theoretical	ADJ
ajfa-1143	60	27	purpose	purpose	NOUN
ajfa-1143	60	28	,	,	PUNCT
ajfa-1143	60	29	relevance	relevance	NOUN
ajfa-1143	60	30	and	and	CCONJ
ajfa-1143	60	31	appropriateness	appropriateness	NOUN
ajfa-1143	60	32	(	(	PUNCT
ajfa-1143	60	33	glaser	glaser	PROPN
ajfa-1143	60	34	and	and	CCONJ
ajfa-1143	60	35	strauss	strauss	PROPN
ajfa-1143	60	36	,	,	PUNCT
ajfa-1143	60	37	1967	1967	NUM
ajfa-1143	60	38	)	)	PUNCT
ajfa-1143	60	39	.	.	PUNCT
ajfa-1143	61	1	it	it	PRON
ajfa-1143	61	2	also	also	ADV
ajfa-1143	61	3	indicated	indicate	VERB
ajfa-1143	61	4	the	the	DET
ajfa-1143	61	5	importance	importance	NOUN
ajfa-1143	61	6	given	give	VERB
ajfa-1143	61	7	by	by	ADP
ajfa-1143	61	8	the	the	DET
ajfa-1143	61	9	bank	bank	NOUN
ajfa-1143	61	10	to	to	ADP
ajfa-1143	61	11	the	the	DET
ajfa-1143	61	12	research	research	NOUN
ajfa-1143	61	13	bearing	bearing	NOUN
ajfa-1143	61	14	.	.	PUNCT
ajfa-1143	62	1	a	a	DET
ajfa-1143	62	2	random	random	ADJ
ajfa-1143	62	3	sampling	sampling	NOUN
ajfa-1143	62	4	process	process	NOUN
ajfa-1143	62	5	targeted	target	VERB
ajfa-1143	62	6	to	to	ADP
ajfa-1143	62	7	a	a	DET
ajfa-1143	62	8	closed	closed	ADJ
ajfa-1143	62	9	list	list	NOUN
ajfa-1143	62	10	of	of	ADP
ajfa-1143	62	11	new	new	ADJ
ajfa-1143	62	12	customers	customer	NOUN
ajfa-1143	62	13	(	(	PUNCT
ajfa-1143	62	14	385	385	NUM
ajfa-1143	62	15	)	)	PUNCT
ajfa-1143	62	16	who	who	PRON
ajfa-1143	62	17	spoke	speak	VERB
ajfa-1143	62	18	adequate	adequate	ADJ
ajfa-1143	62	19	levels	level	NOUN
ajfa-1143	62	20	of	of	ADP
ajfa-1143	62	21	english	english	PROPN
ajfa-1143	62	22	was	be	AUX
ajfa-1143	62	23	applied	apply	VERB
ajfa-1143	62	24	–	–	PUNCT
ajfa-1143	62	25	all	all	DET
ajfa-1143	62	26	respondents	respondent	NOUN
ajfa-1143	62	27	were	be	AUX
ajfa-1143	62	28	thai	thai	ADJ
ajfa-1143	62	29	.	.	PUNCT
ajfa-1143	63	1	this	this	PRON
ajfa-1143	63	2	was	be	AUX
ajfa-1143	63	3	chosen	choose	VERB
ajfa-1143	63	4	primarily	primarily	ADV
ajfa-1143	63	5	because	because	SCONJ
ajfa-1143	63	6	the	the	DET
ajfa-1143	63	7	customers	customer	NOUN
ajfa-1143	63	8	had	have	VERB
ajfa-1143	63	9	recent	recent	ADJ
ajfa-1143	63	10	and	and	CCONJ
ajfa-1143	63	11	on	on	ADP
ajfa-1143	63	12	-	-	PUNCT
ajfa-1143	63	13	going	go	VERB
ajfa-1143	63	14	experiences	experience	NOUN
ajfa-1143	63	15	of	of	ADP
ajfa-1143	63	16	local	local	ADJ
ajfa-1143	63	17	bank	bank	NOUN
ajfa-1143	63	18	practices	practice	NOUN
ajfa-1143	63	19	and	and	CCONJ
ajfa-1143	63	20	was	be	AUX
ajfa-1143	63	21	well	well	ADV
ajfa-1143	63	22	placed	place	VERB
ajfa-1143	63	23	to	to	PART
ajfa-1143	63	24	offer	offer	VERB
ajfa-1143	63	25	specific	specific	ADJ
ajfa-1143	63	26	thoughts	thought	NOUN
ajfa-1143	63	27	and	and	CCONJ
ajfa-1143	63	28	impressions	impression	NOUN
ajfa-1143	63	29	of	of	ADP
ajfa-1143	63	30	their	their	PRON
ajfa-1143	63	31	new	new	ADJ
ajfa-1143	63	32	experiences	experience	NOUN
ajfa-1143	63	33	.	.	PUNCT
ajfa-1143	64	1	using	use	VERB
ajfa-1143	64	2	glaser	glaser	PROPN
ajfa-1143	64	3	’s	’s	PART
ajfa-1143	64	4	(	(	PUNCT
ajfa-1143	64	5	2004	2004	NUM
ajfa-1143	64	6	)	)	PUNCT
ajfa-1143	64	7	sampling	sample	VERB
ajfa-1143	64	8	processes	process	NOUN
ajfa-1143	64	9	,	,	PUNCT
ajfa-1143	64	10	a	a	DET
ajfa-1143	64	11	total	total	NOUN
ajfa-1143	64	12	of	of	ADP
ajfa-1143	64	13	18	18	NUM
ajfa-1143	64	14	customers	customer	NOUN
ajfa-1143	64	15	were	be	AUX
ajfa-1143	64	16	thus	thus	ADV
ajfa-1143	64	17	determined	determine	VERB
ajfa-1143	64	18	as	as	ADP
ajfa-1143	64	19	the	the	DET
ajfa-1143	64	20	resultant	resultant	NOUN
ajfa-1143	64	21	sample	sample	NOUN
ajfa-1143	64	22	frame	frame	NOUN
ajfa-1143	64	23	,	,	PUNCT
ajfa-1143	64	24	which	which	PRON
ajfa-1143	64	25	was	be	AUX
ajfa-1143	64	26	also	also	ADV
ajfa-1143	64	27	considered	consider	VERB
ajfa-1143	64	28	the	the	DET
ajfa-1143	64	29	result	result	NOUN
ajfa-1143	64	30	of	of	ADP
ajfa-1143	64	31	convenience	convenience	NOUN
ajfa-1143	64	32	sampling	sampling	NOUN
ajfa-1143	64	33	process	process	NOUN
ajfa-1143	64	34	first	first	ADV
ajfa-1143	64	35	initiated	initiate	VERB
ajfa-1143	64	36	by	by	ADP
ajfa-1143	64	37	harrel	harrel	NOUN
ajfa-1143	64	38	and	and	CCONJ
ajfa-1143	64	39	fors	for	NOUN
ajfa-1143	64	40	(	(	PUNCT
ajfa-1143	64	41	1992	1992	NUM
ajfa-1143	64	42	)	)	PUNCT
ajfa-1143	64	43	.	.	PUNCT
ajfa-1143	65	1	similar	similar	ADJ
ajfa-1143	65	2	studies	study	NOUN
ajfa-1143	65	3	on	on	ADP
ajfa-1143	65	4	service	service	NOUN
ajfa-1143	65	5	quality	quality	NOUN
ajfa-1143	65	6	had	have	AUX
ajfa-1143	65	7	used	use	VERB
ajfa-1143	65	8	a	a	DET
ajfa-1143	65	9	sample	sample	NOUN
ajfa-1143	65	10	size	size	NOUN
ajfa-1143	65	11	of	of	ADP
ajfa-1143	65	12	62	62	NUM
ajfa-1143	65	13	(	(	PUNCT
ajfa-1143	65	14	llosa	llosa	PROPN
ajfa-1143	65	15	,	,	PUNCT
ajfa-1143	65	16	chanson	chanson	PROPN
ajfa-1143	65	17	,	,	PUNCT
ajfa-1143	65	18	and	and	CCONJ
ajfa-1143	65	19	orsingher	orsingher	ADJ
ajfa-1143	65	20	,	,	PUNCT
ajfa-1143	65	21	1998	1998	NUM
ajfa-1143	65	22	)	)	PUNCT
ajfa-1143	65	23	and	and	CCONJ
ajfa-1143	65	24	20	20	NUM
ajfa-1143	65	25	(	(	PUNCT
ajfa-1143	65	26	colgate	colgate	PROPN
ajfa-1143	65	27	and	and	CCONJ
ajfa-1143	65	28	norris	norris	NOUN
ajfa-1143	65	29	,	,	PUNCT
ajfa-1143	65	30	2001	2001	NUM
ajfa-1143	65	31	)	)	PUNCT
ajfa-1143	65	32	.	.	PUNCT
ajfa-1143	66	1	a	a	DET
ajfa-1143	66	2	requirement	requirement	NOUN
ajfa-1143	66	3	in	in	ADP
ajfa-1143	66	4	terms	term	NOUN
ajfa-1143	66	5	of	of	ADP
ajfa-1143	66	6	rigour	rigour	NOUN
ajfa-1143	66	7	was	be	AUX
ajfa-1143	66	8	to	to	PART
ajfa-1143	66	9	ask	ask	VERB
ajfa-1143	66	10	each	each	DET
ajfa-1143	66	11	respondent	respondent	NOUN
ajfa-1143	66	12	the	the	DET
ajfa-1143	66	13	same	same	ADJ
ajfa-1143	66	14	set	set	NOUN
ajfa-1143	66	15	of	of	ADP
ajfa-1143	66	16	questions	question	NOUN
ajfa-1143	66	17	creating	create	VERB
ajfa-1143	66	18	a	a	DET
ajfa-1143	66	19	notion	notion	NOUN
ajfa-1143	66	20	of	of	ADP
ajfa-1143	66	21	asian	asian	ADJ
ajfa-1143	66	22	journal	journal	NOUN
ajfa-1143	66	23	of	of	ADP
ajfa-1143	66	24	finance	finance	PROPN
ajfa-1143	66	25	&	&	CCONJ
ajfa-1143	66	26	accounting	accounting	PROPN
ajfa-1143	66	27	issn	issn	PROPN
ajfa-1143	66	28	1946	1946	NUM
ajfa-1143	66	29	-	-	PUNCT
ajfa-1143	66	30	052x	052x	NOUN
ajfa-1143	66	31	2012	2012	NUM
ajfa-1143	66	32	,	,	PUNCT
ajfa-1143	66	33	vol	vol	NOUN
ajfa-1143	66	34	.	.	PROPN
ajfa-1143	66	35	4	4	NUM
ajfa-1143	66	36	,	,	PUNCT
ajfa-1143	66	37	no	no	INTJ
ajfa-1143	66	38	.	.	NOUN
ajfa-1143	66	39	1	1	NUM
ajfa-1143	66	40	www.macrothink.org/ajfa	www.macrothink.org/ajfa	NUM
ajfa-1143	66	41	29	29	NUM
ajfa-1143	66	42	determination	determination	NOUN
ajfa-1143	66	43	of	of	ADP
ajfa-1143	66	44	question	question	NOUN
ajfa-1143	66	45	context	context	NOUN
ajfa-1143	66	46	that	that	SCONJ
ajfa-1143	66	47	the	the	DET
ajfa-1143	66	48	researcher	researcher	NOUN
ajfa-1143	66	49	used	use	VERB
ajfa-1143	66	50	as	as	ADP
ajfa-1143	66	51	a	a	DET
ajfa-1143	66	52	template	template	NOUN
ajfa-1143	66	53	to	to	PART
ajfa-1143	66	54	create	create	VERB
ajfa-1143	66	55	a	a	DET
ajfa-1143	66	56	flexible	flexible	ADJ
ajfa-1143	66	57	and	and	CCONJ
ajfa-1143	66	58	open	open	ADJ
ajfa-1143	66	59	questioning	questioning	NOUN
ajfa-1143	66	60	arena	arena	NOUN
ajfa-1143	66	61	.	.	PUNCT
ajfa-1143	67	1	each	each	DET
ajfa-1143	67	2	interview	interview	NOUN
ajfa-1143	67	3	was	be	AUX
ajfa-1143	67	4	audio	audio	NOUN
ajfa-1143	67	5	recorded	record	VERB
ajfa-1143	67	6	for	for	ADP
ajfa-1143	67	7	future	future	ADJ
ajfa-1143	67	8	analysis	analysis	NOUN
ajfa-1143	67	9	.	.	PUNCT
ajfa-1143	68	1	interviews	interview	NOUN
ajfa-1143	68	2	were	be	AUX
ajfa-1143	68	3	conducted	conduct	VERB
ajfa-1143	68	4	in	in	ADP
ajfa-1143	68	5	english	english	PROPN
ajfa-1143	68	6	and	and	CCONJ
ajfa-1143	68	7	took	take	VERB
ajfa-1143	68	8	approximately	approximately	ADV
ajfa-1143	68	9	60	60	NUM
ajfa-1143	68	10	minutes	minute	NOUN
ajfa-1143	68	11	.	.	PUNCT
ajfa-1143	69	1	all	all	DET
ajfa-1143	69	2	interviews	interview	NOUN
ajfa-1143	69	3	were	be	AUX
ajfa-1143	69	4	recorded	record	VERB
ajfa-1143	69	5	digitally	digitally	ADV
ajfa-1143	69	6	after	after	ADP
ajfa-1143	69	7	gaining	gain	VERB
ajfa-1143	69	8	explicit	explicit	ADJ
ajfa-1143	69	9	permission	permission	NOUN
ajfa-1143	69	10	,	,	PUNCT
ajfa-1143	69	11	and	and	CCONJ
ajfa-1143	69	12	were	be	AUX
ajfa-1143	69	13	later	later	ADV
ajfa-1143	69	14	transcribed	transcribe	VERB
ajfa-1143	69	15	verbatim	verbatim	ADJ
ajfa-1143	69	16	using	use	VERB
ajfa-1143	69	17	nvivo	nvivo	ADJ
ajfa-1143	69	18	software	software	NOUN
ajfa-1143	69	19	.	.	PUNCT
ajfa-1143	70	1	the	the	DET
ajfa-1143	70	2	conduct	conduct	NOUN
ajfa-1143	70	3	of	of	ADP
ajfa-1143	70	4	the	the	DET
ajfa-1143	70	5	interviews	interview	NOUN
ajfa-1143	70	6	follows	follow	VERB
ajfa-1143	70	7	a	a	DET
ajfa-1143	70	8	similar	similar	ADJ
ajfa-1143	70	9	process	process	NOUN
ajfa-1143	70	10	used	use	VERB
ajfa-1143	70	11	by	by	ADP
ajfa-1143	70	12	gray	gray	ADJ
ajfa-1143	70	13	and	and	CCONJ
ajfa-1143	70	14	wilcox	wilcox	PROPN
ajfa-1143	70	15	(	(	PUNCT
ajfa-1143	70	16	1995	1995	NUM
ajfa-1143	70	17	)	)	PUNCT
ajfa-1143	70	18	with	with	ADP
ajfa-1143	70	19	each	each	DET
ajfa-1143	70	20	individual	individual	ADJ
ajfa-1143	70	21	group	group	NOUN
ajfa-1143	70	22	being	be	AUX
ajfa-1143	70	23	asked	ask	VERB
ajfa-1143	70	24	the	the	DET
ajfa-1143	70	25	same	same	ADJ
ajfa-1143	70	26	set	set	NOUN
ajfa-1143	70	27	of	of	ADP
ajfa-1143	70	28	questions	question	NOUN
ajfa-1143	70	29	modified	modify	VERB
ajfa-1143	70	30	through	through	ADP
ajfa-1143	70	31	ancillary	ancillary	ADJ
ajfa-1143	70	32	questioning	questioning	NOUN
ajfa-1143	70	33	(	(	PUNCT
ajfa-1143	70	34	probes	probe	NOUN
ajfa-1143	70	35	and	and	CCONJ
ajfa-1143	70	36	follow	follow	NOUN
ajfa-1143	70	37	-	-	PUNCT
ajfa-1143	70	38	ups	up	NOUN
ajfa-1143	70	39	)	)	PUNCT
ajfa-1143	70	40	in	in	ADP
ajfa-1143	70	41	the	the	DET
ajfa-1143	70	42	same	same	ADJ
ajfa-1143	70	43	way	way	NOUN
ajfa-1143	70	44	as	as	ADP
ajfa-1143	70	45	balshem	balshem	NOUN
ajfa-1143	70	46	(	(	PUNCT
ajfa-1143	70	47	1991	1991	NUM
ajfa-1143	70	48	)	)	PUNCT
ajfa-1143	70	49	.	.	PUNCT
ajfa-1143	71	1	to	to	PART
ajfa-1143	71	2	increase	increase	VERB
ajfa-1143	71	3	the	the	DET
ajfa-1143	71	4	reliability	reliability	NOUN
ajfa-1143	71	5	of	of	ADP
ajfa-1143	71	6	the	the	DET
ajfa-1143	71	7	data	datum	NOUN
ajfa-1143	71	8	,	,	PUNCT
ajfa-1143	71	9	the	the	DET
ajfa-1143	71	10	actual	actual	ADJ
ajfa-1143	71	11	transcription	transcription	NOUN
ajfa-1143	71	12	was	be	AUX
ajfa-1143	71	13	returned	return	VERB
ajfa-1143	71	14	to	to	ADP
ajfa-1143	71	15	each	each	DET
ajfa-1143	71	16	respondent	respondent	NOUN
ajfa-1143	71	17	–	–	PUNCT
ajfa-1143	71	18	via	via	ADP
ajfa-1143	71	19	e	e	NOUN
ajfa-1143	71	20	-	-	NOUN
ajfa-1143	71	21	mail	mail	NOUN
ajfa-1143	71	22	for	for	ADP
ajfa-1143	71	23	correction	correction	NOUN
ajfa-1143	71	24	,	,	PUNCT
ajfa-1143	71	25	addition	addition	NOUN
ajfa-1143	71	26	or	or	CCONJ
ajfa-1143	71	27	deletion	deletion	NOUN
ajfa-1143	71	28	and	and	CCONJ
ajfa-1143	71	29	return	return	NOUN
ajfa-1143	71	30	,	,	PUNCT
ajfa-1143	71	31	which	which	PRON
ajfa-1143	71	32	followed	follow	VERB
ajfa-1143	71	33	the	the	DET
ajfa-1143	71	34	process	process	NOUN
ajfa-1143	71	35	of	of	ADP
ajfa-1143	71	36	validated	validate	VERB
ajfa-1143	71	37	referral	referral	NOUN
ajfa-1143	71	38	(	(	PUNCT
ajfa-1143	71	39	reeves	reeve	NOUN
ajfa-1143	71	40	and	and	CCONJ
ajfa-1143	71	41	harper	harper	NOUN
ajfa-1143	71	42	,	,	PUNCT
ajfa-1143	71	43	1981	1981	NUM
ajfa-1143	71	44	)	)	PUNCT
ajfa-1143	71	45	.	.	PUNCT
ajfa-1143	72	1	whole	whole	ADJ
ajfa-1143	72	2	-	-	PUNCT
ajfa-1143	72	3	process	process	NOUN
ajfa-1143	72	4	validity	validity	NOUN
ajfa-1143	72	5	was	be	AUX
ajfa-1143	72	6	achieved	achieve	VERB
ajfa-1143	72	7	as	as	SCONJ
ajfa-1143	72	8	the	the	DET
ajfa-1143	72	9	respondents	respondent	NOUN
ajfa-1143	72	10	were	be	AUX
ajfa-1143	72	11	considered	consider	VERB
ajfa-1143	72	12	widely	widely	ADV
ajfa-1143	72	13	knowledgeable	knowledgeable	ADJ
ajfa-1143	72	14	of	of	ADP
ajfa-1143	72	15	the	the	DET
ajfa-1143	72	16	context	context	NOUN
ajfa-1143	72	17	and	and	CCONJ
ajfa-1143	72	18	content	content	NOUN
ajfa-1143	72	19	associated	associate	VERB
ajfa-1143	72	20	with	with	ADP
ajfa-1143	72	21	the	the	DET
ajfa-1143	72	22	research	research	NOUN
ajfa-1143	72	23	orientation	orientation	NOUN
ajfa-1143	72	24	(	(	PUNCT
ajfa-1143	72	25	tull	tull	NOUN
ajfa-1143	72	26	and	and	CCONJ
ajfa-1143	72	27	hawkins	hawkin	NOUN
ajfa-1143	72	28	,	,	PUNCT
ajfa-1143	72	29	1990	1990	NUM
ajfa-1143	72	30	)	)	PUNCT
ajfa-1143	72	31	.	.	PUNCT
ajfa-1143	73	1	each	each	DET
ajfa-1143	73	2	interview	interview	NOUN
ajfa-1143	73	3	was	be	AUX
ajfa-1143	73	4	initially	initially	ADV
ajfa-1143	73	5	manually	manually	ADV
ajfa-1143	73	6	interrogated	interrogate	VERB
ajfa-1143	73	7	and	and	CCONJ
ajfa-1143	73	8	coded	code	VERB
ajfa-1143	73	9	initially	initially	ADV
ajfa-1143	73	10	using	use	VERB
ajfa-1143	73	11	the	the	DET
ajfa-1143	73	12	evernote	evernote	ADJ
ajfa-1143	73	13	software	software	NOUN
ajfa-1143	73	14	according	accord	VERB
ajfa-1143	73	15	to	to	ADP
ajfa-1143	73	16	sub	sub	NOUN
ajfa-1143	73	17	-	-	NOUN
ajfa-1143	73	18	themes	theme	NOUN
ajfa-1143	73	19	that	that	PRON
ajfa-1143	73	20	'	'	AUX
ajfa-1143	73	21	surfaced	surface	VERB
ajfa-1143	73	22	'	'	PUNCT
ajfa-1143	73	23	from	from	ADP
ajfa-1143	73	24	the	the	DET
ajfa-1143	73	25	interview	interview	NOUN
ajfa-1143	73	26	dialogue	dialogue	NOUN
ajfa-1143	73	27	using	use	VERB
ajfa-1143	73	28	a	a	DET
ajfa-1143	73	29	form	form	NOUN
ajfa-1143	73	30	of	of	ADP
ajfa-1143	73	31	open	open	ADJ
ajfa-1143	73	32	-	-	PUNCT
ajfa-1143	73	33	coding	code	VERB
ajfa-1143	73	34	derived	derive	VERB
ajfa-1143	73	35	from	from	ADP
ajfa-1143	73	36	glaser	glaser	PROPN
ajfa-1143	73	37	(	(	PUNCT
ajfa-1143	73	38	1992a	1992a	NUM
ajfa-1143	73	39	)	)	PUNCT
ajfa-1143	73	40	;	;	PUNCT
ajfa-1143	73	41	and	and	CCONJ
ajfa-1143	73	42	straus	straus	PROPN
ajfa-1143	73	43	and	and	CCONJ
ajfa-1143	73	44	corbin	corbin	PROPN
ajfa-1143	73	45	(	(	PUNCT
ajfa-1143	73	46	1990	1990	NUM
ajfa-1143	73	47	)	)	PUNCT
ajfa-1143	73	48	.	.	PUNCT
ajfa-1143	74	1	this	this	DET
ajfa-1143	74	2	treatment	treatment	NOUN
ajfa-1143	74	3	was	be	AUX
ajfa-1143	74	4	also	also	ADV
ajfa-1143	74	5	reinforced	reinforce	VERB
ajfa-1143	74	6	and	and	CCONJ
ajfa-1143	74	7	extended	extend	VERB
ajfa-1143	74	8	through	through	ADP
ajfa-1143	74	9	the	the	DET
ajfa-1143	74	10	use	use	NOUN
ajfa-1143	74	11	of	of	ADP
ajfa-1143	74	12	thematic	thematic	ADJ
ajfa-1143	74	13	analysis	analysis	NOUN
ajfa-1143	74	14	conducted	conduct	VERB
ajfa-1143	74	15	using	use	VERB
ajfa-1143	74	16	the	the	DET
ajfa-1143	74	17	nvivo	nvivo	ADJ
ajfa-1143	74	18	9	9	NUM
ajfa-1143	74	19	qualitative	qualitative	ADJ
ajfa-1143	74	20	software	software	NOUN
ajfa-1143	74	21	package	package	NOUN
ajfa-1143	74	22	similar	similar	ADJ
ajfa-1143	74	23	to	to	ADP
ajfa-1143	74	24	walsh	walsh	PROPN
ajfa-1143	74	25	et	et	PROPN
ajfa-1143	74	26	al	al	PROPN
ajfa-1143	74	27	.	.	PROPN
ajfa-1143	75	1	(	(	PUNCT
ajfa-1143	75	2	2008	2008	NUM
ajfa-1143	75	3	)	)	PUNCT
ajfa-1143	75	4	.	.	PUNCT
ajfa-1143	76	1	each	each	DET
ajfa-1143	76	2	interview	interview	NOUN
ajfa-1143	76	3	was	be	AUX
ajfa-1143	76	4	treated	treat	VERB
ajfa-1143	76	5	and	and	CCONJ
ajfa-1143	76	6	coded	code	VERB
ajfa-1143	76	7	independently	independently	ADV
ajfa-1143	76	8	.	.	PUNCT
ajfa-1143	77	1	in	in	ADP
ajfa-1143	77	2	this	this	DET
ajfa-1143	77	3	way	way	NOUN
ajfa-1143	77	4	,	,	PUNCT
ajfa-1143	77	5	no	no	DET
ajfa-1143	77	6	portion	portion	NOUN
ajfa-1143	77	7	of	of	ADP
ajfa-1143	77	8	any	any	DET
ajfa-1143	77	9	interview	interview	NOUN
ajfa-1143	77	10	dialogue	dialogue	NOUN
ajfa-1143	77	11	was	be	AUX
ajfa-1143	77	12	left	leave	VERB
ajfa-1143	77	13	uncoded	uncoded	ADJ
ajfa-1143	77	14	and	and	CCONJ
ajfa-1143	77	15	the	the	DET
ajfa-1143	77	16	overall	overall	ADJ
ajfa-1143	77	17	outcome	outcome	NOUN
ajfa-1143	77	18	represented	represent	VERB
ajfa-1143	77	19	the	the	DET
ajfa-1143	77	20	shared	share	VERB
ajfa-1143	77	21	respondents	respondent	NOUN
ajfa-1143	77	22	views	view	NOUN
ajfa-1143	77	23	and	and	CCONJ
ajfa-1143	77	24	perspectives	perspective	NOUN
ajfa-1143	77	25	through	through	ADP
ajfa-1143	77	26	an	an	DET
ajfa-1143	77	27	evolving	evolve	VERB
ajfa-1143	77	28	coding	code	VERB
ajfa-1143	77	29	-	-	PUNCT
ajfa-1143	77	30	sequence	sequence	NOUN
ajfa-1143	77	31	(	(	PUNCT
ajfa-1143	77	32	buston	buston	NOUN
ajfa-1143	77	33	,	,	PUNCT
ajfa-1143	77	34	1999	1999	NUM
ajfa-1143	77	35	)	)	PUNCT
ajfa-1143	77	36	.	.	PUNCT
ajfa-1143	78	1	various	various	ADJ
ajfa-1143	78	2	themes	theme	NOUN
ajfa-1143	78	3	were	be	AUX
ajfa-1143	78	4	sensed	sense	VERB
ajfa-1143	78	5	from	from	ADP
ajfa-1143	78	6	the	the	DET
ajfa-1143	78	7	use	use	NOUN
ajfa-1143	78	8	of	of	ADP
ajfa-1143	78	9	the	the	DET
ajfa-1143	78	10	software	software	NOUN
ajfa-1143	78	11	packages	package	NOUN
ajfa-1143	78	12	,	,	PUNCT
ajfa-1143	78	13	as	as	ADV
ajfa-1143	78	14	well	well	ADV
ajfa-1143	78	15	as	as	ADP
ajfa-1143	78	16	from	from	ADP
ajfa-1143	78	17	the	the	DET
ajfa-1143	78	18	initial	initial	ADJ
ajfa-1143	78	19	manual	manual	ADJ
ajfa-1143	78	20	-	-	PUNCT
ajfa-1143	78	21	coding	code	VERB
ajfa-1143	78	22	attempts	attempt	NOUN
ajfa-1143	78	23	.	.	PUNCT
ajfa-1143	79	1	this	this	DET
ajfa-1143	79	2	dual	dual	ADJ
ajfa-1143	79	3	form	form	NOUN
ajfa-1143	79	4	of	of	ADP
ajfa-1143	79	5	interrogation	interrogation	NOUN
ajfa-1143	79	6	was	be	AUX
ajfa-1143	79	7	an	an	DET
ajfa-1143	79	8	attempt	attempt	NOUN
ajfa-1143	79	9	to	to	PART
ajfa-1143	79	10	increase	increase	VERB
ajfa-1143	79	11	the	the	DET
ajfa-1143	79	12	validity	validity	NOUN
ajfa-1143	79	13	of	of	ADP
ajfa-1143	79	14	the	the	DET
ajfa-1143	79	15	choice	choice	NOUN
ajfa-1143	79	16	of	of	ADP
ajfa-1143	79	17	both	both	PRON
ajfa-1143	79	18	key	key	ADJ
ajfa-1143	79	19	themes	theme	NOUN
ajfa-1143	79	20	and	and	CCONJ
ajfa-1143	79	21	sub	sub	NOUN
ajfa-1143	79	22	-	-	NOUN
ajfa-1143	79	23	themes	theme	NOUN
ajfa-1143	79	24	through	through	ADP
ajfa-1143	79	25	a	a	DET
ajfa-1143	79	26	triangulation	triangulation	NOUN
ajfa-1143	79	27	process	process	NOUN
ajfa-1143	79	28	.	.	PUNCT
ajfa-1143	80	1	nvivo	nvivo	ADJ
ajfa-1143	80	2	9	9	NUM
ajfa-1143	80	3	was	be	AUX
ajfa-1143	80	4	further	far	ADV
ajfa-1143	80	5	used	use	VERB
ajfa-1143	80	6	to	to	PART
ajfa-1143	80	7	explore	explore	VERB
ajfa-1143	80	8	these	these	DET
ajfa-1143	80	9	sub	sub	NOUN
ajfa-1143	80	10	-	-	NOUN
ajfa-1143	80	11	themes	theme	NOUN
ajfa-1143	80	12	by	by	ADP
ajfa-1143	80	13	helping	help	VERB
ajfa-1143	80	14	to	to	PART
ajfa-1143	80	15	pull	pull	VERB
ajfa-1143	80	16	together	together	ADV
ajfa-1143	80	17	each	each	PRON
ajfa-1143	80	18	of	of	ADP
ajfa-1143	80	19	these	these	DET
ajfa-1143	80	20	sub	sub	NOUN
ajfa-1143	80	21	-	-	NOUN
ajfa-1143	80	22	themes	theme	NOUN
ajfa-1143	80	23	from	from	ADP
ajfa-1143	80	24	all	all	DET
ajfa-1143	80	25	the	the	DET
ajfa-1143	80	26	interviews	interview	NOUN
ajfa-1143	80	27	(	(	PUNCT
ajfa-1143	80	28	harwood	harwood	NOUN
ajfa-1143	80	29	and	and	CCONJ
ajfa-1143	80	30	garry	garry	PROPN
ajfa-1143	80	31	,	,	PUNCT
ajfa-1143	80	32	2003	2003	NUM
ajfa-1143	80	33	)	)	PUNCT
ajfa-1143	80	34	.	.	PUNCT
ajfa-1143	81	1	in	in	ADP
ajfa-1143	81	2	this	this	DET
ajfa-1143	81	3	way	way	NOUN
ajfa-1143	81	4	,	,	PUNCT
ajfa-1143	81	5	it	it	PRON
ajfa-1143	81	6	was	be	AUX
ajfa-1143	81	7	possible	possible	ADJ
ajfa-1143	81	8	to	to	PART
ajfa-1143	81	9	capture	capture	VERB
ajfa-1143	81	10	each	each	DET
ajfa-1143	81	11	respondent	respondent	NOUN
ajfa-1143	81	12	's	's	PART
ajfa-1143	81	13	comments	comment	NOUN
ajfa-1143	81	14	across	across	ADP
ajfa-1143	81	15	transcripts	transcript	NOUN
ajfa-1143	81	16	(	(	PUNCT
ajfa-1143	81	17	riessman	riessman	NOUN
ajfa-1143	81	18	,	,	PUNCT
ajfa-1143	81	19	1993	1993	NUM
ajfa-1143	81	20	)	)	PUNCT
ajfa-1143	81	21	on	on	ADP
ajfa-1143	81	22	each	each	DET
ajfa-1143	81	23	supported	support	VERB
ajfa-1143	81	24	sub	sub	NOUN
ajfa-1143	81	25	-	-	NOUN
ajfa-1143	81	26	theme	theme	NOUN
ajfa-1143	81	27	and	and	CCONJ
ajfa-1143	81	28	place	place	VERB
ajfa-1143	81	29	them	they	PRON
ajfa-1143	81	30	together	together	ADV
ajfa-1143	81	31	for	for	ADP
ajfa-1143	81	32	further	further	ADJ
ajfa-1143	81	33	consideration	consideration	NOUN
ajfa-1143	81	34	and	and	CCONJ
ajfa-1143	81	35	analysis	analysis	NOUN
ajfa-1143	81	36	.	.	PUNCT
ajfa-1143	82	1	4	4	X
ajfa-1143	82	2	.	.	X
ajfa-1143	82	3	theme	theme	NOUN
ajfa-1143	82	4	outcomes	outcome	NOUN
ajfa-1143	82	5	overall	overall	ADJ
ajfa-1143	82	6	,	,	PUNCT
ajfa-1143	82	7	5	5	NUM
ajfa-1143	82	8	key	key	ADJ
ajfa-1143	82	9	-	-	PUNCT
ajfa-1143	82	10	themes	theme	NOUN
ajfa-1143	82	11	(	(	PUNCT
ajfa-1143	82	12	staff	staff	NOUN
ajfa-1143	82	13	related	relate	VERB
ajfa-1143	82	14	;	;	PUNCT
ajfa-1143	82	15	service	service	NOUN
ajfa-1143	82	16	process	process	NOUN
ajfa-1143	82	17	;	;	PUNCT
ajfa-1143	82	18	technology	technology	NOUN
ajfa-1143	82	19	/	/	SYM
ajfa-1143	82	20	media	medium	NOUN
ajfa-1143	82	21	;	;	PUNCT
ajfa-1143	82	22	product	product	NOUN
ajfa-1143	82	23	related	relate	VERB
ajfa-1143	82	24	;	;	PUNCT
ajfa-1143	82	25	and	and	CCONJ
ajfa-1143	82	26	customer	customer	NOUN
ajfa-1143	82	27	related	relate	VERB
ajfa-1143	82	28	)	)	PUNCT
ajfa-1143	82	29	and	and	CCONJ
ajfa-1143	82	30	25	25	NUM
ajfa-1143	82	31	sub	sub	NOUN
ajfa-1143	82	32	-	-	NOUN
ajfa-1143	82	33	themes	theme	NOUN
ajfa-1143	82	34	distributed	distribute	VERB
ajfa-1143	82	35	across	across	ADP
ajfa-1143	82	36	three	three	NUM
ajfa-1143	82	37	areas	area	NOUN
ajfa-1143	82	38	(	(	PUNCT
ajfa-1143	82	39	service	service	NOUN
ajfa-1143	82	40	design	design	NOUN
ajfa-1143	82	41	elements	element	NOUN
ajfa-1143	82	42	;	;	PUNCT
ajfa-1143	82	43	service	service	NOUN
ajfa-1143	82	44	delivery	delivery	NOUN
ajfa-1143	82	45	elements	element	NOUN
ajfa-1143	82	46	;	;	PUNCT
ajfa-1143	82	47	and	and	CCONJ
ajfa-1143	82	48	post	post	ADJ
ajfa-1143	82	49	-	-	ADJ
ajfa-1143	82	50	service	service	ADJ
ajfa-1143	82	51	management	management	NOUN
ajfa-1143	82	52	)	)	PUNCT
ajfa-1143	82	53	.	.	PUNCT
ajfa-1143	83	1	asian	asian	ADJ
ajfa-1143	83	2	journal	journal	PROPN
ajfa-1143	83	3	of	of	ADP
ajfa-1143	83	4	finance	finance	PROPN
ajfa-1143	83	5	&	&	CCONJ
ajfa-1143	83	6	accounting	accounting	PROPN
ajfa-1143	83	7	issn	issn	PROPN
ajfa-1143	83	8	1946	1946	NUM
ajfa-1143	83	9	-	-	PUNCT
ajfa-1143	83	10	052x	052x	NOUN
ajfa-1143	83	11	2012	2012	NUM
ajfa-1143	83	12	,	,	PUNCT
ajfa-1143	83	13	vol	vol	NOUN
ajfa-1143	83	14	.	.	PROPN
ajfa-1143	83	15	4	4	NUM
ajfa-1143	83	16	,	,	PUNCT
ajfa-1143	83	17	no	no	INTJ
ajfa-1143	83	18	.	.	NOUN
ajfa-1143	83	19	1	1	NUM
ajfa-1143	83	20	www.macrothink.org/ajfa	www.macrothink.org/ajfa	NUM
ajfa-1143	83	21	30	30	NUM
ajfa-1143	83	22	table	table	NOUN
ajfa-1143	83	23	1	1	NUM
ajfa-1143	83	24	.	.	PUNCT
ajfa-1143	83	25	theme	theme	NOUN
ajfa-1143	83	26	assessment	assessment	NOUN
ajfa-1143	83	27	key	key	NOUN
ajfa-1143	83	28	themes	theme	NOUN
ajfa-1143	83	29	sub	sub	ADJ
ajfa-1143	83	30	-	-	ADJ
ajfa-1143	83	31	themes	theme	NOUN
ajfa-1143	83	32	service	service	NOUN
ajfa-1143	83	33	design	design	NOUN
ajfa-1143	83	34	elements	element	NOUN
ajfa-1143	83	35	service	service	NOUN
ajfa-1143	83	36	delivery	delivery	NOUN
ajfa-1143	83	37	elements	element	NOUN
ajfa-1143	83	38	post	post	ADJ
ajfa-1143	83	39	-	-	ADJ
ajfa-1143	83	40	service	service	ADJ
ajfa-1143	83	41	management	management	NOUN
ajfa-1143	83	42	1	1	NUM
ajfa-1143	83	43	staff	staff	NOUN
ajfa-1143	83	44	related	relate	VERB
ajfa-1143	83	45	management/	management/	NUM
ajfa-1143	83	46	administration	administration	NOUN
ajfa-1143	83	47	process	process	NOUN
ajfa-1143	83	48	design	design	NOUN
ajfa-1143	83	49	training	training	NOUN
ajfa-1143	83	50	staff	staff	NOUN
ajfa-1143	83	51	performance	performance	NOUN
ajfa-1143	83	52	personal	personal	ADJ
ajfa-1143	83	53	characteristics	characteristic	NOUN
ajfa-1143	83	54	communication	communication	NOUN
ajfa-1143	83	55	process	process	NOUN
ajfa-1143	83	56	product	product	NOUN
ajfa-1143	83	57	knowledge	knowledge	NOUN
ajfa-1143	83	58	bank	bank	NOUN
ajfa-1143	83	59	process	process	NOUN
ajfa-1143	83	60	knowledge	knowledge	NOUN
ajfa-1143	83	61	staff	staff	NOUN
ajfa-1143	83	62	performance	performance	NOUN
ajfa-1143	83	63	training	training	NOUN
ajfa-1143	83	64	staff	staff	NOUN
ajfa-1143	83	65	control	control	NOUN
ajfa-1143	83	66	staff	staff	NOUN
ajfa-1143	83	67	skills	skill	VERB
ajfa-1143	83	68	2	2	NUM
ajfa-1143	83	69	service	service	NOUN
ajfa-1143	83	70	process	process	NOUN
ajfa-1143	83	71	service	service	NOUN
ajfa-1143	83	72	distribution	distribution	NOUN
ajfa-1143	83	73	personal	personal	ADJ
ajfa-1143	83	74	characteristics	characteristic	NOUN
ajfa-1143	83	75	service	service	NOUN
ajfa-1143	83	76	evaluation	evaluation	NOUN
ajfa-1143	83	77	training	training	NOUN
ajfa-1143	83	78	method	method	NOUN
ajfa-1143	83	79	/	/	SYM
ajfa-1143	83	80	practice	practice	NOUN
ajfa-1143	83	81	training	training	NOUN
ajfa-1143	83	82	service	service	NOUN
ajfa-1143	83	83	promise	promise	NOUN
ajfa-1143	83	84	service	service	NOUN
ajfa-1143	83	85	failure	failure	NOUN
ajfa-1143	83	86	assessment	assessment	NOUN
ajfa-1143	83	87	3	3	NUM
ajfa-1143	83	88	technology	technology	NOUN
ajfa-1143	83	89	/	/	SYM
ajfa-1143	83	90	media	medium	NOUN
ajfa-1143	83	91	technology	technology	NOUN
ajfa-1143	83	92	media	medium	NOUN
ajfa-1143	83	93	/	/	SYM
ajfa-1143	83	94	marketing	marketing	NOUN
ajfa-1143	83	95	practices	practice	NOUN
ajfa-1143	83	96	technology	technology	NOUN
ajfa-1143	83	97	media/	media/	NUM
ajfa-1143	83	98	marketing	marketing	NOUN
ajfa-1143	83	99	practices	practice	NOUN
ajfa-1143	83	100	training	training	NOUN
ajfa-1143	83	101	service	service	NOUN
ajfa-1143	83	102	promise	promise	NOUN
ajfa-1143	83	103	service	service	NOUN
ajfa-1143	83	104	failure	failure	NOUN
ajfa-1143	83	105	assessment	assessment	NOUN
ajfa-1143	83	106	4	4	NUM
ajfa-1143	83	107	product	product	NOUN
ajfa-1143	83	108	related	relate	VERB
ajfa-1143	83	109	product	product	NOUN
ajfa-1143	83	110	material	material	NOUN
ajfa-1143	83	111	service	service	NOUN
ajfa-1143	83	112	promise	promise	NOUN
ajfa-1143	83	113	product	product	NOUN
ajfa-1143	83	114	relevance	relevance	NOUN
ajfa-1143	83	115	service	service	NOUN
ajfa-1143	83	116	promise	promise	NOUN
ajfa-1143	83	117	training	training	NOUN
ajfa-1143	83	118	service	service	NOUN
ajfa-1143	83	119	promise	promise	NOUN
ajfa-1143	83	120	service	service	NOUN
ajfa-1143	83	121	failure	failure	NOUN
ajfa-1143	83	122	assessment	assessment	NOUN
ajfa-1143	83	123	5	5	NUM
ajfa-1143	83	124	customer	customer	NOUN
ajfa-1143	83	125	related	relate	VERB
ajfa-1143	83	126	customer	customer	NOUN
ajfa-1143	83	127	orientation	orientation	NOUN
ajfa-1143	83	128	customer	customer	NOUN
ajfa-1143	83	129	needs	need	VERB
ajfa-1143	83	130	customer	customer	NOUN
ajfa-1143	83	131	expectations	expectation	NOUN
ajfa-1143	83	132	service	service	NOUN
ajfa-1143	83	133	experience	experience	NOUN
ajfa-1143	83	134	motivation	motivation	NOUN
ajfa-1143	83	135	bank	bank	NOUN
ajfa-1143	83	136	recommendations	recommendation	NOUN
ajfa-1143	83	137	training	training	NOUN
ajfa-1143	83	138	service	service	NOUN
ajfa-1143	83	139	promise	promise	NOUN
ajfa-1143	83	140	service	service	NOUN
ajfa-1143	83	141	failure	failure	NOUN
ajfa-1143	83	142	assessment	assessment	NOUN
ajfa-1143	83	143	5	5	NUM
ajfa-1143	83	144	.	.	PUNCT
ajfa-1143	84	1	research	research	NOUN
ajfa-1143	84	2	findings	finding	NOUN
ajfa-1143	84	3	following	follow	VERB
ajfa-1143	84	4	on	on	ADP
ajfa-1143	84	5	from	from	ADP
ajfa-1143	84	6	accepted	accepted	ADJ
ajfa-1143	84	7	qualitative	qualitative	ADJ
ajfa-1143	84	8	practices	practice	NOUN
ajfa-1143	84	9	,	,	PUNCT
ajfa-1143	84	10	the	the	DET
ajfa-1143	84	11	outcomes	outcome	NOUN
ajfa-1143	84	12	of	of	ADP
ajfa-1143	84	13	this	this	DET
ajfa-1143	84	14	research	research	NOUN
ajfa-1143	84	15	are	be	AUX
ajfa-1143	84	16	presented	present	VERB
ajfa-1143	84	17	and	and	CCONJ
ajfa-1143	84	18	any	any	DET
ajfa-1143	84	19	comments	comment	NOUN
ajfa-1143	84	20	or	or	CCONJ
ajfa-1143	84	21	inferences	inference	NOUN
ajfa-1143	84	22	are	be	AUX
ajfa-1143	84	23	drawn	draw	VERB
ajfa-1143	84	24	at	at	ADP
ajfa-1143	84	25	the	the	DET
ajfa-1143	84	26	same	same	ADJ
ajfa-1143	84	27	time	time	NOUN
ajfa-1143	84	28	.	.	PUNCT
ajfa-1143	85	1	the	the	DET
ajfa-1143	85	2	outcomes	outcome	NOUN
ajfa-1143	85	3	are	be	AUX
ajfa-1143	85	4	stated	state	VERB
ajfa-1143	85	5	below	below	ADP
ajfa-1143	85	6	where	where	SCONJ
ajfa-1143	85	7	the	the	DET
ajfa-1143	85	8	discussion	discussion	NOUN
ajfa-1143	85	9	focuses	focus	VERB
ajfa-1143	85	10	on	on	ADP
ajfa-1143	85	11	the	the	DET
ajfa-1143	85	12	research	research	NOUN
ajfa-1143	85	13	questions	question	NOUN
ajfa-1143	85	14	,	,	PUNCT
ajfa-1143	85	15	main	main	ADJ
ajfa-1143	85	16	themes	theme	NOUN
ajfa-1143	85	17	,	,	PUNCT
ajfa-1143	85	18	sub	sub	ADJ
ajfa-1143	85	19	-	-	ADJ
ajfa-1143	85	20	theme	theme	ADJ
ajfa-1143	85	21	elements	element	NOUN
ajfa-1143	85	22	within	within	ADP
ajfa-1143	85	23	each	each	DET
ajfa-1143	85	24	key	key	ADJ
ajfa-1143	85	25	theme	theme	NOUN
ajfa-1143	85	26	and	and	CCONJ
ajfa-1143	85	27	the	the	DET
ajfa-1143	85	28	breadth	breadth	NOUN
ajfa-1143	85	29	of	of	ADP
ajfa-1143	85	30	respondent	respondent	NOUN
ajfa-1143	85	31	illustrations	illustration	NOUN
ajfa-1143	85	32	/	/	SYM
ajfa-1143	85	33	extractions	extraction	NOUN
ajfa-1143	85	34	as	as	SCONJ
ajfa-1143	85	35	used	use	VERB
ajfa-1143	85	36	in	in	ADP
ajfa-1143	85	37	the	the	DET
ajfa-1143	85	38	reporting	reporting	NOUN
ajfa-1143	85	39	of	of	ADP
ajfa-1143	85	40	this	this	DET
ajfa-1143	85	41	research	research	NOUN
ajfa-1143	85	42	(	(	PUNCT
ajfa-1143	85	43	numbers	number	NOUN
ajfa-1143	85	44	do	do	AUX
ajfa-1143	85	45	not	not	PART
ajfa-1143	85	46	infer	infer	VERB
ajfa-1143	85	47	relative	relative	ADJ
ajfa-1143	85	48	importance	importance	NOUN
ajfa-1143	85	49	)	)	PUNCT
ajfa-1143	85	50	are	be	AUX
ajfa-1143	85	51	presented	present	VERB
ajfa-1143	85	52	in	in	ADP
ajfa-1143	85	53	table	table	NOUN
ajfa-1143	85	54	2	2	NUM
ajfa-1143	85	55	,	,	PUNCT
ajfa-1143	85	56	below	below	ADV
ajfa-1143	85	57	.	.	PUNCT
ajfa-1143	86	1	the	the	DET
ajfa-1143	86	2	discussion	discussion	NOUN
ajfa-1143	86	3	format	format	NOUN
ajfa-1143	86	4	used	use	VERB
ajfa-1143	86	5	in	in	ADP
ajfa-1143	86	6	this	this	DET
ajfa-1143	86	7	paper	paper	NOUN
ajfa-1143	86	8	reflects	reflect	VERB
ajfa-1143	86	9	the	the	DET
ajfa-1143	86	10	respondent	respondent	NOUN
ajfa-1143	86	11	’s	’s	PART
ajfa-1143	86	12	voice	voice	NOUN
ajfa-1143	86	13	through	through	ADP
ajfa-1143	86	14	a	a	DET
ajfa-1143	86	15	streamlined	streamlined	ADJ
ajfa-1143	86	16	and	and	CCONJ
ajfa-1143	86	17	articulated	articulated	ADJ
ajfa-1143	86	18	approach	approach	NOUN
ajfa-1143	86	19	for	for	ADP
ajfa-1143	86	20	reporting	reporting	NOUN
ajfa-1143	86	21	.	.	PUNCT
ajfa-1143	87	1	consequently	consequently	ADV
ajfa-1143	87	2	,	,	PUNCT
ajfa-1143	87	3	the	the	DET
ajfa-1143	87	4	style	style	NOUN
ajfa-1143	87	5	adopted	adopt	VERB
ajfa-1143	87	6	for	for	ADP
ajfa-1143	87	7	reporting	report	VERB
ajfa-1143	87	8	and	and	CCONJ
ajfa-1143	87	9	illustrating	illustrate	VERB
ajfa-1143	87	10	the	the	DET
ajfa-1143	87	11	data	datum	NOUN
ajfa-1143	87	12	is	be	AUX
ajfa-1143	87	13	greatly	greatly	ADV
ajfa-1143	87	14	influenced	influence	VERB
ajfa-1143	87	15	by	by	ADP
ajfa-1143	87	16	gonzalez	gonzalez	PROPN
ajfa-1143	87	17	,	,	PUNCT
ajfa-1143	87	18	(	(	PUNCT
ajfa-1143	87	19	2008	2008	NUM
ajfa-1143	87	20	)	)	PUNCT
ajfa-1143	87	21	and	and	CCONJ
ajfa-1143	87	22	also	also	ADV
ajfa-1143	87	23	daniels	daniels	PROPN
ajfa-1143	87	24	et	et	PROPN
ajfa-1143	87	25	al	al	PROPN
ajfa-1143	87	26	.	.	PROPN
ajfa-1143	88	1	(	(	PUNCT
ajfa-1143	88	2	2007	2007	NUM
ajfa-1143	88	3	)	)	PUNCT
ajfa-1143	89	1	and	and	CCONJ
ajfa-1143	89	2	is	be	AUX
ajfa-1143	89	3	discussed	discuss	VERB
ajfa-1143	89	4	below	below	ADV
ajfa-1143	89	5	,	,	PUNCT
ajfa-1143	89	6	focusing	focus	VERB
ajfa-1143	89	7	on	on	ADP
ajfa-1143	89	8	the	the	DET
ajfa-1143	89	9	raised	raise	VERB
ajfa-1143	89	10	research	research	NOUN
ajfa-1143	89	11	questions	question	NOUN
ajfa-1143	89	12	and	and	CCONJ
ajfa-1143	89	13	the	the	DET
ajfa-1143	89	14	resultant	resultant	NOUN
ajfa-1143	89	15	main	main	ADJ
ajfa-1143	89	16	themes	theme	NOUN
ajfa-1143	89	17	.	.	PUNCT
ajfa-1143	90	1	asian	asian	ADJ
ajfa-1143	90	2	journal	journal	PROPN
ajfa-1143	90	3	of	of	ADP
ajfa-1143	90	4	finance	finance	PROPN
ajfa-1143	90	5	&	&	CCONJ
ajfa-1143	90	6	accounting	accounting	PROPN
ajfa-1143	90	7	issn	issn	PROPN
ajfa-1143	90	8	1946	1946	NUM
ajfa-1143	90	9	-	-	PUNCT
ajfa-1143	90	10	052x	052x	NOUN
ajfa-1143	90	11	2012	2012	NUM
ajfa-1143	90	12	,	,	PUNCT
ajfa-1143	90	13	vol	vol	NOUN
ajfa-1143	90	14	.	.	PROPN
ajfa-1143	90	15	4	4	NUM
ajfa-1143	90	16	,	,	PUNCT
ajfa-1143	90	17	no	no	INTJ
ajfa-1143	90	18	.	.	NOUN
ajfa-1143	90	19	1	1	NUM
ajfa-1143	90	20	www.macrothink.org/ajfa	www.macrothink.org/ajfa	NUM
ajfa-1143	90	21	31	31	NUM
ajfa-1143	90	22	table	table	NOUN
ajfa-1143	90	23	2	2	NUM
ajfa-1143	90	24	.	.	PUNCT
ajfa-1143	90	25	sub	sub	NOUN
ajfa-1143	90	26	-	-	NOUN
ajfa-1143	90	27	themes	theme	NOUN
ajfa-1143	90	28	discussed	discuss	VERB
ajfa-1143	90	29	in	in	ADP
ajfa-1143	90	30	this	this	DET
ajfa-1143	90	31	paper	paper	NOUN
ajfa-1143	90	32	(	(	PUNCT
ajfa-1143	90	33	other	other	ADJ
ajfa-1143	90	34	sub	sub	NOUN
ajfa-1143	90	35	-	-	NOUN
ajfa-1143	90	36	themes	theme	NOUN
ajfa-1143	90	37	are	be	AUX
ajfa-1143	90	38	considered	consider	VERB
ajfa-1143	90	39	of	of	ADP
ajfa-1143	90	40	less	less	ADV
ajfa-1143	90	41	persuasive	persuasive	ADJ
ajfa-1143	90	42	significance	significance	NOUN
ajfa-1143	90	43	)	)	PUNCT
ajfa-1143	90	44	research	research	NOUN
ajfa-1143	90	45	questions	question	NOUN
ajfa-1143	90	46	main	main	ADJ
ajfa-1143	90	47	themes	theme	NOUN
ajfa-1143	90	48	sub	sub	NOUN
ajfa-1143	90	49	-	-	NOUN
ajfa-1143	90	50	themes	theme	NOUN
ajfa-1143	90	51	no	no	INTJ
ajfa-1143	90	52	.	.	PUNCT
ajfa-1143	91	1	refs	ref	NOUN
ajfa-1143	91	2	what	what	PRON
ajfa-1143	91	3	is	be	AUX
ajfa-1143	91	4	the	the	DET
ajfa-1143	91	5	customer	customer	NOUN
ajfa-1143	91	6	perception	perception	NOUN
ajfa-1143	91	7	of	of	ADP
ajfa-1143	91	8	bank	bank	NOUN
ajfa-1143	91	9	service	service	NOUN
ajfa-1143	91	10	quality	quality	NOUN
ajfa-1143	91	11	?	?	PUNCT
ajfa-1143	92	1	(	(	PUNCT
ajfa-1143	92	2	q1	q1	NOUN
ajfa-1143	92	3	)	)	PUNCT
ajfa-1143	92	4	staff	staff	NOUN
ajfa-1143	92	5	related	relate	VERB
ajfa-1143	92	6	(	(	PUNCT
ajfa-1143	92	7	sr	sr	PROPN
ajfa-1143	92	8	)	)	PUNCT
ajfa-1143	92	9	staff	staff	NOUN
ajfa-1143	92	10	performance	performance	NOUN
ajfa-1143	92	11	c2	c2	PROPN
ajfa-1143	92	12	,	,	PUNCT
ajfa-1143	92	13	c4	c4	NOUN
ajfa-1143	92	14	,	,	PUNCT
ajfa-1143	92	15	c5	c5	PROPN
ajfa-1143	92	16	,	,	PUNCT
ajfa-1143	92	17	c7	c7	PROPN
ajfa-1143	92	18	,	,	PUNCT
ajfa-1143	92	19	c8	c8	PROPN
ajfa-1143	92	20	,	,	PUNCT
ajfa-1143	92	21	c9	c9	NOUN
ajfa-1143	92	22	,	,	PUNCT
ajfa-1143	92	23	c11	c11	NOUN
ajfa-1143	92	24	,	,	PUNCT
ajfa-1143	92	25	c14	c14	NOUN
ajfa-1143	92	26	,	,	PUNCT
ajfa-1143	92	27	c16	c16	PROPN
ajfa-1143	92	28	,	,	PUNCT
ajfa-1143	92	29	c18	c18	NOUN
ajfa-1143	92	30	(	(	PUNCT
ajfa-1143	92	31	10	10	NUM
ajfa-1143	92	32	=	=	SYM
ajfa-1143	92	33	57	57	NUM
ajfa-1143	92	34	total	total	ADJ
ajfa-1143	92	35	)	)	PUNCT
ajfa-1143	92	36	product	product	NOUN
ajfa-1143	92	37	/	/	SYM
ajfa-1143	92	38	process	process	NOUN
ajfa-1143	92	39	knowledge	knowledge	NOUN
ajfa-1143	92	40	c1	c1	PROPN
ajfa-1143	92	41	,	,	PUNCT
ajfa-1143	92	42	c13	c13	PROPN
ajfa-1143	92	43	,	,	PUNCT
ajfa-1143	92	44	c17	c17	NOUN
ajfa-1143	92	45	(	(	PUNCT
ajfa-1143	92	46	3	3	NUM
ajfa-1143	92	47	=	=	SYM
ajfa-1143	92	48	27	27	NUM
ajfa-1143	92	49	total	total	ADJ
ajfa-1143	92	50	)	)	PUNCT
ajfa-1143	92	51	service	service	NOUN
ajfa-1143	92	52	process	process	NOUN
ajfa-1143	92	53	(	(	PUNCT
ajfa-1143	92	54	sp	sp	NOUN
ajfa-1143	92	55	)	)	PUNCT
ajfa-1143	92	56	service	service	NOUN
ajfa-1143	92	57	evaluation	evaluation	NOUN
ajfa-1143	92	58	c2	c2	PROPN
ajfa-1143	92	59	,	,	PUNCT
ajfa-1143	92	60	c3	c3	PROPN
ajfa-1143	92	61	,	,	PUNCT
ajfa-1143	92	62	c6	c6	PROPN
ajfa-1143	92	63	,	,	PUNCT
ajfa-1143	92	64	c7	c7	PROPN
ajfa-1143	92	65	,	,	PUNCT
ajfa-1143	92	66	c8	c8	PROPN
ajfa-1143	92	67	,	,	PUNCT
ajfa-1143	92	68	c9	c9	NOUN
ajfa-1143	92	69	,	,	PUNCT
ajfa-1143	92	70	c11	c11	NOUN
ajfa-1143	92	71	,	,	PUNCT
ajfa-1143	92	72	c12	c12	PROPN
ajfa-1143	92	73	,	,	PUNCT
ajfa-1143	92	74	c13	c13	PROPN
ajfa-1143	92	75	,	,	PUNCT
ajfa-1143	92	76	c15	c15	PROPN
ajfa-1143	92	77	,	,	PUNCT
ajfa-1143	92	78	c17	c17	NOUN
ajfa-1143	92	79	(	(	PUNCT
ajfa-1143	92	80	11	11	NUM
ajfa-1143	92	81	=	=	SYM
ajfa-1143	92	82	54	54	NUM
ajfa-1143	92	83	total	total	ADJ
ajfa-1143	92	84	)	)	PUNCT
ajfa-1143	92	85	personnel	personnel	NOUN
ajfa-1143	92	86	characteristics	characteristics	PROPN
ajfa-1143	92	87	c2	c2	PROPN
ajfa-1143	92	88	,	,	PUNCT
ajfa-1143	92	89	c4	c4	NOUN
ajfa-1143	92	90	,	,	PUNCT
ajfa-1143	92	91	c6	c6	PROPN
ajfa-1143	92	92	,	,	PUNCT
ajfa-1143	92	93	c10	c10	PROPN
ajfa-1143	92	94	,	,	PUNCT
ajfa-1143	92	95	c11	c11	NOUN
ajfa-1143	92	96	,	,	PUNCT
ajfa-1143	92	97	c13	c13	PROPN
ajfa-1143	92	98	,	,	PUNCT
ajfa-1143	92	99	c17	c17	NOUN
ajfa-1143	92	100	(	(	PUNCT
ajfa-1143	92	101	7	7	NUM
ajfa-1143	92	102	=	=	SYM
ajfa-1143	92	103	27	27	NUM
ajfa-1143	92	104	total	total	NOUN
ajfa-1143	92	105	)	)	PUNCT
ajfa-1143	92	106	what	what	PRON
ajfa-1143	92	107	is	be	AUX
ajfa-1143	92	108	the	the	DET
ajfa-1143	92	109	impact	impact	NOUN
ajfa-1143	92	110	of	of	ADP
ajfa-1143	92	111	bank	bank	NOUN
ajfa-1143	92	112	-	-	PUNCT
ajfa-1143	92	113	customer	customer	NOUN
ajfa-1143	92	114	service	service	NOUN
ajfa-1143	92	115	response	response	NOUN
ajfa-1143	92	116	?	?	PUNCT
ajfa-1143	93	1	(	(	PUNCT
ajfa-1143	93	2	q2	q2	NOUN
ajfa-1143	93	3	)	)	PUNCT
ajfa-1143	93	4	technology	technology	NOUN
ajfa-1143	93	5	/	/	SYM
ajfa-1143	93	6	media	medium	NOUN
ajfa-1143	93	7	(	(	PUNCT
ajfa-1143	93	8	t	t	PROPN
ajfa-1143	93	9	/	/	SYM
ajfa-1143	93	10	m	m	NOUN
ajfa-1143	93	11	)	)	PUNCT
ajfa-1143	93	12	media	media	NOUN
ajfa-1143	93	13	/	/	SYM
ajfa-1143	93	14	marketing	marketing	NOUN
ajfa-1143	93	15	practices	practice	NOUN
ajfa-1143	93	16	c2	c2	PROPN
ajfa-1143	93	17	,	,	PUNCT
ajfa-1143	93	18	c4	c4	NOUN
ajfa-1143	93	19	,	,	PUNCT
ajfa-1143	93	20	c8	c8	PROPN
ajfa-1143	93	21	,	,	PUNCT
ajfa-1143	93	22	c11	c11	NOUN
ajfa-1143	93	23	,	,	PUNCT
ajfa-1143	93	24	c13	c13	NOUN
ajfa-1143	93	25	(	(	PUNCT
ajfa-1143	93	26	5	5	NUM
ajfa-1143	93	27	=	=	SYM
ajfa-1143	93	28	36	36	NUM
ajfa-1143	93	29	total	total	ADJ
ajfa-1143	93	30	)	)	PUNCT
ajfa-1143	93	31	customer	customer	NOUN
ajfa-1143	93	32	related	relate	VERB
ajfa-1143	93	33	(	(	PUNCT
ajfa-1143	93	34	cr	cr	NOUN
ajfa-1143	93	35	)	)	PUNCT
ajfa-1143	93	36	bank	bank	NOUN
ajfa-1143	93	37	recommendations	recommendation	NOUN
ajfa-1143	93	38	c1	c1	PROPN
ajfa-1143	93	39	,	,	PUNCT
ajfa-1143	93	40	c16	c16	X
ajfa-1143	93	41	(	(	PUNCT
ajfa-1143	93	42	2	2	NUM
ajfa-1143	93	43	=	=	SYM
ajfa-1143	93	44	24	24	NUM
ajfa-1143	93	45	total	total	ADJ
ajfa-1143	93	46	)	)	PUNCT
ajfa-1143	93	47	customer	customer	NOUN
ajfa-1143	93	48	expectations	expectation	NOUN
ajfa-1143	93	49	c5	c5	PROPN
ajfa-1143	93	50	,	,	PUNCT
ajfa-1143	93	51	c12	c12	PROPN
ajfa-1143	93	52	,	,	PUNCT
ajfa-1143	93	53	c17	c17	NOUN
ajfa-1143	93	54	(	(	PUNCT
ajfa-1143	93	55	3	3	NUM
ajfa-1143	93	56	=	=	SYM
ajfa-1143	93	57	9	9	NUM
ajfa-1143	93	58	total	total	ADJ
ajfa-1143	93	59	)	)	PUNCT
ajfa-1143	93	60	customer	customer	NOUN
ajfa-1143	93	61	orientation	orientation	NOUN
ajfa-1143	93	62	c2	c2	PROPN
ajfa-1143	93	63	,	,	PUNCT
ajfa-1143	93	64	c11	c11	NOUN
ajfa-1143	93	65	(	(	PUNCT
ajfa-1143	93	66	2	2	NUM
ajfa-1143	93	67	=	=	SYM
ajfa-1143	93	68	11	11	NUM
ajfa-1143	93	69	total	total	NOUN
ajfa-1143	93	70	)	)	PUNCT
ajfa-1143	93	71	customer	customer	NOUN
ajfa-1143	93	72	needs	need	VERB
ajfa-1143	93	73	c5	c5	PROPN
ajfa-1143	93	74	,	,	PUNCT
ajfa-1143	93	75	c8	c8	PROPN
ajfa-1143	93	76	,	,	PUNCT
ajfa-1143	93	77	c14	c14	NOUN
ajfa-1143	93	78	(	(	PUNCT
ajfa-1143	93	79	3	3	NUM
ajfa-1143	93	80	=	=	SYM
ajfa-1143	93	81	22	22	NUM
ajfa-1143	93	82	total	total	NOUN
ajfa-1143	93	83	)	)	PUNCT
ajfa-1143	93	84	what	what	PRON
ajfa-1143	93	85	is	be	AUX
ajfa-1143	93	86	the	the	DET
ajfa-1143	93	87	character	character	NOUN
ajfa-1143	93	88	of	of	ADP
ajfa-1143	93	89	bank	bank	NOUN
ajfa-1143	93	90	-	-	PUNCT
ajfa-1143	93	91	customer	customer	NOUN
ajfa-1143	93	92	service	service	NOUN
ajfa-1143	93	93	interaction	interaction	NOUN
ajfa-1143	93	94	?	?	PUNCT
ajfa-1143	94	1	(	(	PUNCT
ajfa-1143	94	2	q3	q3	NOUN
ajfa-1143	94	3	)	)	PUNCT
ajfa-1143	94	4	product	product	NOUN
ajfa-1143	94	5	related	relate	VERB
ajfa-1143	94	6	(	(	PUNCT
ajfa-1143	94	7	pr	pr	NOUN
ajfa-1143	94	8	)	)	PUNCT
ajfa-1143	94	9	product	product	NOUN
ajfa-1143	94	10	material	material	NOUN
ajfa-1143	94	11	c1	c1	PROPN
ajfa-1143	94	12	,	,	PUNCT
ajfa-1143	94	13	c6	c6	PROPN
ajfa-1143	94	14	,	,	PUNCT
ajfa-1143	94	15	c14	c14	NOUN
ajfa-1143	94	16	(	(	PUNCT
ajfa-1143	94	17	3	3	NUM
ajfa-1143	94	18	=	=	SYM
ajfa-1143	94	19	13	13	NUM
ajfa-1143	94	20	total	total	NOUN
ajfa-1143	94	21	)	)	PUNCT
ajfa-1143	94	22	service	service	NOUN
ajfa-1143	94	23	promise	promise	NOUN
ajfa-1143	94	24	c15	c15	NOUN
ajfa-1143	94	25	,	,	PUNCT
ajfa-1143	94	26	c18	c18	NOUN
ajfa-1143	94	27	(	(	PUNCT
ajfa-1143	94	28	2	2	NUM
ajfa-1143	94	29	=	=	SYM
ajfa-1143	94	30	12	12	NUM
ajfa-1143	94	31	total	total	NOUN
ajfa-1143	94	32	)	)	PUNCT
ajfa-1143	94	33	totals	total	NOUN
ajfa-1143	94	34	5	5	NUM
ajfa-1143	94	35	11	11	NUM
ajfa-1143	94	36	57	57	NUM
ajfa-1143	94	37	=	=	SYM
ajfa-1143	94	38	292	292	NUM
ajfa-1143	94	39	total	total	NOUN
ajfa-1143	94	40	6	6	NUM
ajfa-1143	94	41	.	.	PUNCT
ajfa-1143	94	42	major	major	ADJ
ajfa-1143	94	43	theme	theme	NOUN
ajfa-1143	94	44	discussion	discussion	NOUN
ajfa-1143	94	45	the	the	DET
ajfa-1143	94	46	following	follow	VERB
ajfa-1143	94	47	discussion	discussion	NOUN
ajfa-1143	94	48	uses	use	VERB
ajfa-1143	94	49	the	the	DET
ajfa-1143	94	50	five	five	NUM
ajfa-1143	94	51	key	key	ADJ
ajfa-1143	94	52	-	-	PUNCT
ajfa-1143	94	53	themes	theme	NOUN
ajfa-1143	94	54	(	(	PUNCT
ajfa-1143	94	55	contained	contain	VERB
ajfa-1143	94	56	in	in	ADP
ajfa-1143	94	57	table	table	NOUN
ajfa-1143	94	58	1	1	NUM
ajfa-1143	94	59	,	,	PUNCT
ajfa-1143	94	60	above	above	ADV
ajfa-1143	94	61	)	)	PUNCT
ajfa-1143	94	62	as	as	ADP
ajfa-1143	94	63	its	its	PRON
ajfa-1143	94	64	basis	basis	NOUN
ajfa-1143	94	65	and	and	CCONJ
ajfa-1143	94	66	consequent	consequent	ADJ
ajfa-1143	94	67	sub	sub	NOUN
ajfa-1143	94	68	-	-	NOUN
ajfa-1143	94	69	themes	theme	NOUN
ajfa-1143	94	70	in	in	ADP
ajfa-1143	94	71	terms	term	NOUN
ajfa-1143	94	72	of	of	ADP
ajfa-1143	94	73	where	where	SCONJ
ajfa-1143	94	74	the	the	DET
ajfa-1143	94	75	sub	sub	NOUN
ajfa-1143	94	76	-	-	NOUN
ajfa-1143	94	77	theme	theme	NOUN
ajfa-1143	94	78	would	would	AUX
ajfa-1143	94	79	appear	appear	VERB
ajfa-1143	94	80	to	to	PART
ajfa-1143	94	81	have	have	VERB
ajfa-1143	94	82	most	most	ADJ
ajfa-1143	94	83	influence	influence	NOUN
ajfa-1143	94	84	.	.	PUNCT
ajfa-1143	95	1	this	this	DET
ajfa-1143	95	2	discussion	discussion	NOUN
ajfa-1143	95	3	attempts	attempt	VERB
ajfa-1143	95	4	to	to	PART
ajfa-1143	95	5	correlate	correlate	VERB
ajfa-1143	95	6	the	the	DET
ajfa-1143	95	7	relevant	relevant	ADJ
ajfa-1143	95	8	issues	issue	NOUN
ajfa-1143	95	9	that	that	PRON
ajfa-1143	95	10	the	the	DET
ajfa-1143	95	11	research	research	NOUN
ajfa-1143	95	12	question	question	NOUN
ajfa-1143	95	13	demands	demand	NOUN
ajfa-1143	95	14	to	to	PART
ajfa-1143	95	15	be	be	AUX
ajfa-1143	95	16	answered	answer	VERB
ajfa-1143	95	17	by	by	ADP
ajfa-1143	95	18	using	use	VERB
ajfa-1143	95	19	the	the	DET
ajfa-1143	95	20	sub	sub	NOUN
ajfa-1143	95	21	-	-	NOUN
ajfa-1143	95	22	questions	question	NOUN
ajfa-1143	95	23	.	.	PUNCT
ajfa-1143	96	1	answering	answer	VERB
ajfa-1143	96	2	the	the	DET
ajfa-1143	96	3	sub	sub	NOUN
ajfa-1143	96	4	-	-	NOUN
ajfa-1143	96	5	questions	question	NOUN
ajfa-1143	96	6	appears	appear	VERB
ajfa-1143	96	7	to	to	PART
ajfa-1143	96	8	answer	answer	VERB
ajfa-1143	96	9	the	the	DET
ajfa-1143	96	10	main	main	ADJ
ajfa-1143	96	11	question	question	NOUN
ajfa-1143	96	12	posed	pose	VERB
ajfa-1143	96	13	.	.	PUNCT
ajfa-1143	97	1	6.1	6.1	NUM
ajfa-1143	97	2	what	what	PRON
ajfa-1143	97	3	is	be	AUX
ajfa-1143	97	4	the	the	DET
ajfa-1143	97	5	customer	customer	NOUN
ajfa-1143	97	6	perception	perception	NOUN
ajfa-1143	97	7	of	of	ADP
ajfa-1143	97	8	bank	bank	NOUN
ajfa-1143	97	9	service	service	NOUN
ajfa-1143	97	10	quality	quality	NOUN
ajfa-1143	97	11	?	?	PUNCT
ajfa-1143	98	1	this	this	PRON
ajfa-1143	98	2	is	be	AUX
ajfa-1143	98	3	informed	inform	VERB
ajfa-1143	98	4	by	by	ADP
ajfa-1143	98	5	key	key	ADJ
ajfa-1143	98	6	theme	theme	NOUN
ajfa-1143	98	7	1	1	NUM
ajfa-1143	98	8	(	(	PUNCT
ajfa-1143	98	9	staff	staff	NOUN
ajfa-1143	98	10	related	relate	VERB
ajfa-1143	98	11	)	)	PUNCT
ajfa-1143	98	12	;	;	PUNCT
ajfa-1143	98	13	and	and	CCONJ
ajfa-1143	98	14	key	key	ADJ
ajfa-1143	98	15	theme	theme	NOUN
ajfa-1143	98	16	2	2	NUM
ajfa-1143	98	17	(	(	PUNCT
ajfa-1143	98	18	service	service	NOUN
ajfa-1143	98	19	process	process	NOUN
ajfa-1143	98	20	)	)	PUNCT
ajfa-1143	98	21	.	.	PUNCT
ajfa-1143	99	1	asian	asian	ADJ
ajfa-1143	99	2	journal	journal	PROPN
ajfa-1143	99	3	of	of	ADP
ajfa-1143	99	4	finance	finance	PROPN
ajfa-1143	99	5	&	&	CCONJ
ajfa-1143	99	6	accounting	accounting	PROPN
ajfa-1143	99	7	issn	issn	PROPN
ajfa-1143	99	8	1946	1946	NUM
ajfa-1143	99	9	-	-	PUNCT
ajfa-1143	99	10	052x	052x	NOUN
ajfa-1143	99	11	2012	2012	NUM
ajfa-1143	99	12	,	,	PUNCT
ajfa-1143	99	13	vol	vol	NOUN
ajfa-1143	99	14	.	.	PROPN
ajfa-1143	99	15	4	4	NUM
ajfa-1143	99	16	,	,	PUNCT
ajfa-1143	99	17	no	no	INTJ
ajfa-1143	99	18	.	.	NOUN
ajfa-1143	99	19	1	1	NUM
ajfa-1143	99	20	www.macrothink.org/ajfa	www.macrothink.org/ajfa	NUM
ajfa-1143	99	21	32	32	NUM
ajfa-1143	99	22	6.1.1	6.1.1	NUM
ajfa-1143	99	23	key	key	ADJ
ajfa-1143	99	24	theme	theme	NOUN
ajfa-1143	99	25	1	1	NUM
ajfa-1143	99	26	staff	staff	NOUN
ajfa-1143	99	27	related	relate	VERB
ajfa-1143	99	28	staff	staff	NOUN
ajfa-1143	99	29	performance	performance	NOUN
ajfa-1143	99	30	staff	staff	NOUN
ajfa-1143	99	31	performance	performance	NOUN
ajfa-1143	99	32	appears	appear	VERB
ajfa-1143	99	33	to	to	PART
ajfa-1143	99	34	be	be	AUX
ajfa-1143	99	35	accepted	accept	VERB
ajfa-1143	99	36	by	by	ADP
ajfa-1143	99	37	customers	customer	NOUN
ajfa-1143	99	38	as	as	ADP
ajfa-1143	99	39	a	a	DET
ajfa-1143	99	40	major	major	ADJ
ajfa-1143	99	41	influence	influence	NOUN
ajfa-1143	99	42	in	in	ADP
ajfa-1143	99	43	the	the	DET
ajfa-1143	99	44	face	face	NOUN
ajfa-1143	99	45	-	-	PUNCT
ajfa-1143	99	46	to	to	ADP
ajfa-1143	99	47	-	-	PUNCT
ajfa-1143	99	48	face	face	NOUN
ajfa-1143	99	49	contact	contact	NOUN
ajfa-1143	99	50	with	with	ADP
ajfa-1143	99	51	the	the	DET
ajfa-1143	99	52	bank	bank	NOUN
ajfa-1143	99	53	mirroring	mirror	VERB
ajfa-1143	99	54	a	a	DET
ajfa-1143	99	55	similar	similar	ADJ
ajfa-1143	99	56	outcome	outcome	NOUN
ajfa-1143	99	57	to	to	ADP
ajfa-1143	99	58	newman	newman	PROPN
ajfa-1143	99	59	(	(	PUNCT
ajfa-1143	99	60	2001	2001	NUM
ajfa-1143	99	61	)	)	PUNCT
ajfa-1143	99	62	.	.	PUNCT
ajfa-1143	100	1	for	for	ADP
ajfa-1143	100	2	example	example	NOUN
ajfa-1143	100	3	,	,	PUNCT
ajfa-1143	100	4	one	one	NUM
ajfa-1143	100	5	response	response	NOUN
ajfa-1143	100	6	(	(	PUNCT
ajfa-1143	100	7	c4	c4	NOUN
ajfa-1143	100	8	)	)	PUNCT
ajfa-1143	100	9	which	which	PRON
ajfa-1143	100	10	typifies	typify	VERB
ajfa-1143	100	11	a	a	DET
ajfa-1143	100	12	significant	significant	ADJ
ajfa-1143	100	13	minority	minority	NOUN
ajfa-1143	100	14	of	of	ADP
ajfa-1143	100	15	customers	customer	NOUN
ajfa-1143	100	16	(	(	PUNCT
ajfa-1143	100	17	8)	8)	NUM
ajfa-1143	100	18	indicates	indicate	VERB
ajfa-1143	100	19	that	that	SCONJ
ajfa-1143	100	20	,	,	PUNCT
ajfa-1143	100	21	yes	yes	INTJ
ajfa-1143	100	22	,	,	PUNCT
ajfa-1143	100	23	it	it	PRON
ajfa-1143	100	24	is	be	AUX
ajfa-1143	100	25	very	very	ADV
ajfa-1143	100	26	important	important	ADJ
ajfa-1143	100	27	,	,	PUNCT
ajfa-1143	100	28	yes	yes	INTJ
ajfa-1143	100	29	because	because	SCONJ
ajfa-1143	100	30	you	you	PRON
ajfa-1143	100	31	spend	spend	VERB
ajfa-1143	100	32	a	a	DET
ajfa-1143	100	33	lot	lot	NOUN
ajfa-1143	100	34	of	of	ADP
ajfa-1143	100	35	time	time	NOUN
ajfa-1143	100	36	working	work	VERB
ajfa-1143	100	37	out	out	ADP
ajfa-1143	100	38	which	which	DET
ajfa-1143	100	39	bank	bank	NOUN
ajfa-1143	100	40	to	to	PART
ajfa-1143	100	41	use	use	VERB
ajfa-1143	100	42	and	and	CCONJ
ajfa-1143	100	43	what	what	DET
ajfa-1143	100	44	products	product	NOUN
ajfa-1143	100	45	may	may	AUX
ajfa-1143	100	46	be	be	AUX
ajfa-1143	100	47	we	we	PRON
ajfa-1143	100	48	should	should	AUX
ajfa-1143	100	49	use	use	VERB
ajfa-1143	100	50	.	.	PUNCT
ajfa-1143	101	1	so	so	ADV
ajfa-1143	101	2	i	i	PRON
ajfa-1143	101	3	think	think	VERB
ajfa-1143	101	4	the	the	DET
ajfa-1143	101	5	performance	performance	NOUN
ajfa-1143	101	6	is	be	AUX
ajfa-1143	101	7	extremely	extremely	ADV
ajfa-1143	101	8	important	important	ADJ
ajfa-1143	101	9	…	…	PUNCT
ajfa-1143	101	10	it	it	PRON
ajfa-1143	101	11	’s	’	VERB
ajfa-1143	101	12	very	very	ADV
ajfa-1143	101	13	important	important	ADJ
ajfa-1143	101	14	.	.	PUNCT
ajfa-1143	102	1	further	far	ADV
ajfa-1143	102	2	,	,	PUNCT
ajfa-1143	102	3	another	another	DET
ajfa-1143	102	4	customer	customer	NOUN
ajfa-1143	102	5	(	(	PUNCT
ajfa-1143	102	6	c9	c9	NOUN
ajfa-1143	102	7	)	)	PUNCT
ajfa-1143	102	8	comment	comment	NOUN
ajfa-1143	102	9	which	which	PRON
ajfa-1143	102	10	typifies	typify	VERB
ajfa-1143	102	11	a	a	DET
ajfa-1143	102	12	significant	significant	ADJ
ajfa-1143	102	13	minority	minority	NOUN
ajfa-1143	102	14	of	of	ADP
ajfa-1143	102	15	customers	customer	NOUN
ajfa-1143	102	16	(	(	PUNCT
ajfa-1143	102	17	4	4	X
ajfa-1143	102	18	)	)	PUNCT
ajfa-1143	102	19	suggested	suggest	VERB
ajfa-1143	102	20	that	that	SCONJ
ajfa-1143	102	21	,	,	PUNCT
ajfa-1143	102	22	some	some	PRON
ajfa-1143	102	23	of	of	ADP
ajfa-1143	102	24	it	it	PRON
ajfa-1143	102	25	[	[	X
ajfa-1143	102	26	staff	staff	NOUN
ajfa-1143	102	27	interaction	interaction	NOUN
ajfa-1143	102	28	]	]	PUNCT
ajfa-1143	102	29	,	,	PUNCT
ajfa-1143	102	30	i	i	PRON
ajfa-1143	102	31	think	think	VERB
ajfa-1143	102	32	,	,	PUNCT
ajfa-1143	102	33	is	be	AUX
ajfa-1143	102	34	outstanding	outstanding	ADJ
ajfa-1143	102	35	.	.	PUNCT
ajfa-1143	103	1	some	some	PRON
ajfa-1143	103	2	of	of	ADP
ajfa-1143	103	3	it	it	PRON
ajfa-1143	103	4	less	less	ADV
ajfa-1143	103	5	so	so	ADV
ajfa-1143	103	6	.	.	PUNCT
ajfa-1143	104	1	obviously	obviously	ADV
ajfa-1143	104	2	i	i	PRON
ajfa-1143	104	3	find	find	VERB
ajfa-1143	104	4	that	that	SCONJ
ajfa-1143	104	5	the	the	DET
ajfa-1143	104	6	standard	standard	NOUN
ajfa-1143	104	7	varies	vary	VERB
ajfa-1143	104	8	a	a	DET
ajfa-1143	104	9	little	little	ADJ
ajfa-1143	104	10	…	…	PUNCT
ajfa-1143	104	11	which	which	PRON
ajfa-1143	104	12	appears	appear	VERB
ajfa-1143	104	13	to	to	PART
ajfa-1143	104	14	indicate	indicate	VERB
ajfa-1143	104	15	that	that	DET
ajfa-1143	104	16	staff	staff	NOUN
ajfa-1143	104	17	performance	performance	NOUN
ajfa-1143	104	18	was	be	AUX
ajfa-1143	104	19	considered	consider	VERB
ajfa-1143	104	20	by	by	ADP
ajfa-1143	104	21	customers	customer	NOUN
ajfa-1143	104	22	to	to	PART
ajfa-1143	104	23	vary	vary	VERB
ajfa-1143	104	24	and	and	CCONJ
ajfa-1143	104	25	may	may	AUX
ajfa-1143	104	26	reflect	reflect	VERB
ajfa-1143	104	27	wider	wide	ADJ
ajfa-1143	104	28	variations	variation	NOUN
ajfa-1143	104	29	in	in	ADP
ajfa-1143	104	30	adopted	adopt	VERB
ajfa-1143	104	31	banking	banking	NOUN
ajfa-1143	104	32	standards	standard	NOUN
ajfa-1143	104	33	.	.	PUNCT
ajfa-1143	105	1	the	the	DET
ajfa-1143	105	2	exact	exact	ADJ
ajfa-1143	105	3	level	level	NOUN
ajfa-1143	105	4	of	of	ADP
ajfa-1143	105	5	influence	influence	NOUN
ajfa-1143	105	6	can	can	AUX
ajfa-1143	105	7	be	be	AUX
ajfa-1143	105	8	illustrated	illustrate	VERB
ajfa-1143	105	9	by	by	ADP
ajfa-1143	105	10	a	a	DET
ajfa-1143	105	11	customer	customer	NOUN
ajfa-1143	105	12	(	(	PUNCT
ajfa-1143	105	13	c11	c11	NOUN
ajfa-1143	105	14	)	)	PUNCT
ajfa-1143	105	15	who	who	PRON
ajfa-1143	105	16	typified	typify	VERB
ajfa-1143	105	17	a	a	DET
ajfa-1143	105	18	significant	significant	ADJ
ajfa-1143	105	19	majority	majority	NOUN
ajfa-1143	105	20	(	(	PUNCT
ajfa-1143	105	21	11	11	NUM
ajfa-1143	105	22	)	)	PUNCT
ajfa-1143	105	23	in	in	ADP
ajfa-1143	105	24	that	that	PRON
ajfa-1143	105	25	,	,	PUNCT
ajfa-1143	105	26	staff	staff	NOUN
ajfa-1143	105	27	performance	performance	NOUN
ajfa-1143	105	28	is	be	AUX
ajfa-1143	105	29	the	the	DET
ajfa-1143	105	30	bank	bank	NOUN
ajfa-1143	105	31	quality	quality	NOUN
ajfa-1143	105	32	.	.	PUNCT
ajfa-1143	106	1	poor	poor	ADJ
ajfa-1143	106	2	staff	staff	NOUN
ajfa-1143	106	3	performance	performance	NOUN
ajfa-1143	106	4	means	mean	VERB
ajfa-1143	106	5	the	the	DET
ajfa-1143	106	6	bank	bank	NOUN
ajfa-1143	106	7	does	do	AUX
ajfa-1143	106	8	not	not	PART
ajfa-1143	106	9	care	care	VERB
ajfa-1143	106	10	about	about	ADP
ajfa-1143	106	11	its	its	PRON
ajfa-1143	106	12	customers	customer	NOUN
ajfa-1143	106	13	.	.	PUNCT
ajfa-1143	107	1	this	this	PRON
ajfa-1143	107	2	...	...	PUNCT
ajfa-1143	108	1	[	[	X
ajfa-1143	108	2	bank	bank	X
ajfa-1143	108	3	]	]	X
ajfa-1143	108	4	…	…	PUNCT
ajfa-1143	108	5	has	have	VERB
ajfa-1143	108	6	much	much	ADJ
ajfa-1143	108	7	to	to	PART
ajfa-1143	108	8	learn	learn	VERB
ajfa-1143	108	9	about	about	ADP
ajfa-1143	108	10	meeting	meet	VERB
ajfa-1143	108	11	customer	customer	NOUN
ajfa-1143	108	12	needs	need	NOUN
ajfa-1143	108	13	.	.	PUNCT
ajfa-1143	109	1	one	one	NUM
ajfa-1143	109	2	customer	customer	NOUN
ajfa-1143	109	3	(	(	PUNCT
ajfa-1143	109	4	c2	c2	PROPN
ajfa-1143	109	5	)	)	PUNCT
ajfa-1143	109	6	comment	comment	NOUN
ajfa-1143	109	7	which	which	PRON
ajfa-1143	109	8	is	be	AUX
ajfa-1143	109	9	representative	representative	NOUN
ajfa-1143	109	10	of	of	ADP
ajfa-1143	109	11	a	a	DET
ajfa-1143	109	12	small	small	ADJ
ajfa-1143	109	13	minority	minority	NOUN
ajfa-1143	109	14	(	(	PUNCT
ajfa-1143	109	15	6	6	NUM
ajfa-1143	109	16	)	)	PUNCT
ajfa-1143	109	17	takes	take	VERB
ajfa-1143	109	18	this	this	PRON
ajfa-1143	109	19	further	far	ADV
ajfa-1143	109	20	and	and	CCONJ
ajfa-1143	109	21	indicates	indicate	VERB
ajfa-1143	109	22	that	that	SCONJ
ajfa-1143	109	23	staff	staff	NOUN
ajfa-1143	109	24	performance	performance	NOUN
ajfa-1143	109	25	,	,	PUNCT
ajfa-1143	109	26	...	...	PUNCT
ajfa-1143	109	27	is	be	AUX
ajfa-1143	109	28	important	important	ADJ
ajfa-1143	109	29	in	in	ADP
ajfa-1143	109	30	the	the	DET
ajfa-1143	109	31	context	context	NOUN
ajfa-1143	109	32	of	of	ADP
ajfa-1143	109	33	the	the	DET
ajfa-1143	109	34	initial	initial	ADJ
ajfa-1143	109	35	interview	interview	NOUN
ajfa-1143	109	36	when	when	SCONJ
ajfa-1143	109	37	we	we	PRON
ajfa-1143	109	38	go	go	VERB
ajfa-1143	109	39	to	to	PART
ajfa-1143	109	40	open	open	VERB
ajfa-1143	109	41	an	an	DET
ajfa-1143	109	42	account	account	NOUN
ajfa-1143	109	43	.	.	PUNCT
ajfa-1143	110	1	it	it	PRON
ajfa-1143	110	2	does	do	AUX
ajfa-1143	110	3	make	make	VERB
ajfa-1143	110	4	big	big	ADJ
ajfa-1143	110	5	a	a	DET
ajfa-1143	110	6	difference	difference	NOUN
ajfa-1143	110	7	.	.	PUNCT
ajfa-1143	111	1	you	you	PRON
ajfa-1143	111	2	must	must	AUX
ajfa-1143	111	3	have	have	VERB
ajfa-1143	111	4	good	good	ADJ
ajfa-1143	111	5	quality	quality	NOUN
ajfa-1143	111	6	staff	staff	NOUN
ajfa-1143	111	7	for	for	ADP
ajfa-1143	111	8	those	those	DET
ajfa-1143	111	9	times	time	NOUN
ajfa-1143	111	10	…	…	PUNCT
ajfa-1143	111	11	from	from	ADP
ajfa-1143	111	12	the	the	DET
ajfa-1143	111	13	evidence	evidence	NOUN
ajfa-1143	111	14	,	,	PUNCT
ajfa-1143	111	15	there	there	PRON
ajfa-1143	111	16	does	do	AUX
ajfa-1143	111	17	appear	appear	VERB
ajfa-1143	111	18	to	to	PART
ajfa-1143	111	19	be	be	AUX
ajfa-1143	111	20	a	a	DET
ajfa-1143	111	21	difference	difference	NOUN
ajfa-1143	111	22	in	in	ADP
ajfa-1143	111	23	customer	customer	NOUN
ajfa-1143	111	24	perception	perception	NOUN
ajfa-1143	111	25	between	between	ADP
ajfa-1143	111	26	some	some	DET
ajfa-1143	111	27	staff	staff	NOUN
ajfa-1143	111	28	.	.	PUNCT
ajfa-1143	112	1	this	this	PRON
ajfa-1143	112	2	appears	appear	VERB
ajfa-1143	112	3	to	to	PART
ajfa-1143	112	4	contradict	contradict	VERB
ajfa-1143	112	5	the	the	DET
ajfa-1143	112	6	findings	finding	NOUN
ajfa-1143	112	7	of	of	ADP
ajfa-1143	112	8	naumann	naumann	NOUN
ajfa-1143	112	9	and	and	CCONJ
ajfa-1143	112	10	giel	giel	PROPN
ajfa-1143	112	11	(	(	PUNCT
ajfa-1143	112	12	1995	1995	NUM
ajfa-1143	112	13	)	)	PUNCT
ajfa-1143	112	14	where	where	SCONJ
ajfa-1143	112	15	employees	employee	NOUN
ajfa-1143	112	16	’	’	PART
ajfa-1143	112	17	perceptions	perception	NOUN
ajfa-1143	112	18	of	of	ADP
ajfa-1143	112	19	service	service	NOUN
ajfa-1143	112	20	and	and	CCONJ
ajfa-1143	112	21	actual	actual	ADJ
ajfa-1143	112	22	customer	customer	NOUN
ajfa-1143	112	23	perceptions	perception	NOUN
ajfa-1143	112	24	of	of	ADP
ajfa-1143	112	25	service	service	NOUN
ajfa-1143	112	26	quality	quality	NOUN
ajfa-1143	112	27	tend	tend	VERB
ajfa-1143	112	28	to	to	PART
ajfa-1143	112	29	match	match	VERB
ajfa-1143	112	30	.	.	PUNCT
ajfa-1143	113	1	reasons	reason	NOUN
ajfa-1143	113	2	for	for	ADP
ajfa-1143	113	3	this	this	PRON
ajfa-1143	113	4	may	may	AUX
ajfa-1143	113	5	be	be	AUX
ajfa-1143	113	6	,	,	PUNCT
ajfa-1143	113	7	for	for	ADP
ajfa-1143	113	8	example	example	NOUN
ajfa-1143	113	9	,	,	PUNCT
ajfa-1143	113	10	as	as	SCONJ
ajfa-1143	113	11	one	one	NUM
ajfa-1143	113	12	customer	customer	NOUN
ajfa-1143	113	13	(	(	PUNCT
ajfa-1143	113	14	c14	c14	NOUN
ajfa-1143	113	15	)	)	PUNCT
ajfa-1143	113	16	who	who	PRON
ajfa-1143	113	17	typifies	typify	VERB
ajfa-1143	113	18	some	some	DET
ajfa-1143	113	19	customer	customer	NOUN
ajfa-1143	113	20	comments	comment	NOUN
ajfa-1143	113	21	(	(	PUNCT
ajfa-1143	113	22	7	7	NUM
ajfa-1143	113	23	)	)	PUNCT
ajfa-1143	113	24	stated	state	VERB
ajfa-1143	113	25	that	that	SCONJ
ajfa-1143	113	26	...	...	PUNCT
ajfa-1143	113	27	there	there	PRON
ajfa-1143	113	28	is	be	VERB
ajfa-1143	113	29	a	a	DET
ajfa-1143	113	30	mixed	mixed	ADJ
ajfa-1143	113	31	ability	ability	NOUN
ajfa-1143	113	32	group	group	NOUN
ajfa-1143	113	33	delivering	deliver	VERB
ajfa-1143	113	34	direct	direct	ADJ
ajfa-1143	113	35	customer	customer	NOUN
ajfa-1143	113	36	service	service	NOUN
ajfa-1143	113	37	.	.	PUNCT
ajfa-1143	114	1	one	one	NUM
ajfa-1143	114	2	customer	customer	NOUN
ajfa-1143	114	3	(	(	PUNCT
ajfa-1143	114	4	c5	c5	PROPN
ajfa-1143	114	5	)	)	PUNCT
ajfa-1143	114	6	further	further	ADJ
ajfa-1143	114	7	highlights	highlight	NOUN
ajfa-1143	114	8	this	this	PRON
ajfa-1143	114	9	as	as	ADP
ajfa-1143	114	10	...	...	PUNCT
ajfa-1143	114	11	you	you	PRON
ajfa-1143	114	12	ca	can	AUX
ajfa-1143	114	13	n't	not	PART
ajfa-1143	114	14	compare	compare	VERB
ajfa-1143	114	15	some	some	PRON
ajfa-1143	114	16	of	of	ADP
ajfa-1143	114	17	the	the	DET
ajfa-1143	114	18	staff	staff	NOUN
ajfa-1143	114	19	.	.	PUNCT
ajfa-1143	115	1	it	it	PRON
ajfa-1143	115	2	would	would	AUX
ajfa-1143	115	3	seem	seem	VERB
ajfa-1143	115	4	as	as	SCONJ
ajfa-1143	115	5	if	if	SCONJ
ajfa-1143	115	6	some	some	PRON
ajfa-1143	115	7	are	be	AUX
ajfa-1143	115	8	more	more	ADV
ajfa-1143	115	9	mechanical	mechanical	ADJ
ajfa-1143	115	10	.	.	PUNCT
ajfa-1143	116	1	however	however	ADV
ajfa-1143	116	2	,	,	PUNCT
ajfa-1143	116	3	another	another	DET
ajfa-1143	116	4	customer	customer	NOUN
ajfa-1143	116	5	(	(	PUNCT
ajfa-1143	116	6	c18	c18	NOUN
ajfa-1143	116	7	)	)	PUNCT
ajfa-1143	116	8	indicates	indicate	VERB
ajfa-1143	116	9	...	...	PUNCT
ajfa-1143	116	10	i	i	PRON
ajfa-1143	116	11	find	find	VERB
ajfa-1143	116	12	that	that	SCONJ
ajfa-1143	116	13	the	the	DET
ajfa-1143	116	14	front	front	ADJ
ajfa-1143	116	15	staff	staff	NOUN
ajfa-1143	116	16	offers	offer	VERB
ajfa-1143	116	17	me	i	PRON
ajfa-1143	116	18	quite	quite	DET
ajfa-1143	116	19	a	a	DET
ajfa-1143	116	20	lot	lot	NOUN
ajfa-1143	116	21	of	of	ADP
ajfa-1143	116	22	ideas	idea	NOUN
ajfa-1143	116	23	and	and	CCONJ
ajfa-1143	116	24	information	information	NOUN
ajfa-1143	116	25	to	to	PART
ajfa-1143	116	26	help	help	VERB
ajfa-1143	116	27	with	with	ADP
ajfa-1143	116	28	my	my	PRON
ajfa-1143	116	29	finances	finance	NOUN
ajfa-1143	116	30	.	.	PUNCT
ajfa-1143	117	1	i	i	PRON
ajfa-1143	117	2	find	find	VERB
ajfa-1143	117	3	z	z	NOUN
ajfa-1143	117	4	very	very	ADV
ajfa-1143	117	5	worthy	worthy	ADJ
ajfa-1143	117	6	,	,	PUNCT
ajfa-1143	117	7	extremely	extremely	ADV
ajfa-1143	117	8	well	well	ADV
ajfa-1143	117	9	prepared	prepared	ADJ
ajfa-1143	117	10	but	but	CCONJ
ajfa-1143	117	11	i	i	PRON
ajfa-1143	117	12	'm	be	AUX
ajfa-1143	117	13	not	not	PART
ajfa-1143	117	14	quite	quite	ADV
ajfa-1143	117	15	sure	sure	ADJ
ajfa-1143	117	16	why	why	SCONJ
ajfa-1143	117	17	i	i	PRON
ajfa-1143	117	18	do	do	AUX
ajfa-1143	117	19	n't	not	PART
ajfa-1143	117	20	find	find	VERB
ajfa-1143	117	21	his	his	PRON
ajfa-1143	117	22	input	input	NOUN
ajfa-1143	117	23	more	more	ADV
ajfa-1143	117	24	valuable	valuable	ADJ
ajfa-1143	117	25	.	.	PUNCT
ajfa-1143	118	1	thus	thus	ADV
ajfa-1143	118	2	,	,	PUNCT
ajfa-1143	118	3	the	the	DET
ajfa-1143	118	4	evidence	evidence	NOUN
ajfa-1143	118	5	from	from	ADP
ajfa-1143	118	6	this	this	DET
ajfa-1143	118	7	study	study	NOUN
ajfa-1143	118	8	does	do	AUX
ajfa-1143	118	9	not	not	PART
ajfa-1143	118	10	seem	seem	VERB
ajfa-1143	118	11	to	to	PART
ajfa-1143	118	12	mirror	mirror	VERB
ajfa-1143	118	13	williams	williams	PROPN
ajfa-1143	118	14	and	and	CCONJ
ajfa-1143	118	15	attaway	attaway	PROPN
ajfa-1143	118	16	(	(	PUNCT
ajfa-1143	118	17	1996	1996	NUM
ajfa-1143	118	18	)	)	PUNCT
ajfa-1143	118	19	in	in	ADP
ajfa-1143	118	20	terms	term	NOUN
ajfa-1143	118	21	of	of	ADP
ajfa-1143	118	22	the	the	DET
ajfa-1143	118	23	need	need	NOUN
ajfa-1143	118	24	for	for	ADP
ajfa-1143	118	25	thai	thai	PROPN
ajfa-1143	118	26	bank	bank	PROPN
ajfa-1143	118	27	staff	staff	NOUN
ajfa-1143	118	28	to	to	PART
ajfa-1143	118	29	service	service	NOUN
ajfa-1143	118	30	customers	customer	NOUN
ajfa-1143	118	31	more	more	ADV
ajfa-1143	118	32	effectively	effectively	ADV
ajfa-1143	118	33	or	or	CCONJ
ajfa-1143	118	34	bove	bove	NOUN
ajfa-1143	118	35	and	and	CCONJ
ajfa-1143	118	36	johnson	johnson	PROPN
ajfa-1143	118	37	(	(	PUNCT
ajfa-1143	118	38	2000	2000	NUM
ajfa-1143	118	39	)	)	PUNCT
ajfa-1143	118	40	whose	whose	DET
ajfa-1143	118	41	study	study	NOUN
ajfa-1143	118	42	reflects	reflect	VERB
ajfa-1143	118	43	the	the	DET
ajfa-1143	118	44	importance	importance	NOUN
ajfa-1143	118	45	of	of	ADP
ajfa-1143	118	46	customer	customer	NOUN
ajfa-1143	118	47	loyalty	loyalty	NOUN
ajfa-1143	118	48	and	and	CCONJ
ajfa-1143	118	49	the	the	DET
ajfa-1143	118	50	development	development	NOUN
ajfa-1143	118	51	of	of	ADP
ajfa-1143	118	52	a	a	DET
ajfa-1143	118	53	strong	strong	ADJ
ajfa-1143	118	54	relationship	relationship	NOUN
ajfa-1143	118	55	between	between	ADP
ajfa-1143	118	56	the	the	DET
ajfa-1143	118	57	customer	customer	NOUN
ajfa-1143	118	58	and	and	CCONJ
ajfa-1143	118	59	a	a	DET
ajfa-1143	118	60	single	single	ADJ
ajfa-1143	118	61	member	member	NOUN
ajfa-1143	118	62	of	of	ADP
ajfa-1143	118	63	staff	staff	NOUN
ajfa-1143	118	64	.	.	PUNCT
ajfa-1143	119	1	however	however	ADV
ajfa-1143	119	2	,	,	PUNCT
ajfa-1143	119	3	another	another	DET
ajfa-1143	119	4	customer	customer	NOUN
ajfa-1143	119	5	(	(	PUNCT
ajfa-1143	119	6	c8	c8	PROPN
ajfa-1143	119	7	)	)	PUNCT
ajfa-1143	119	8	comment	comment	NOUN
ajfa-1143	119	9	which	which	PRON
ajfa-1143	119	10	appeared	appear	VERB
ajfa-1143	119	11	to	to	PART
ajfa-1143	119	12	represent	represent	VERB
ajfa-1143	119	13	a	a	DET
ajfa-1143	119	14	small	small	ADJ
ajfa-1143	119	15	minority	minority	NOUN
ajfa-1143	119	16	(	(	PUNCT
ajfa-1143	119	17	5	5	NUM
ajfa-1143	119	18	)	)	PUNCT
ajfa-1143	119	19	indicated	indicate	VERB
ajfa-1143	119	20	...	...	PUNCT
ajfa-1143	120	1	i	i	PRON
ajfa-1143	120	2	think	think	VERB
ajfa-1143	120	3	that	that	SCONJ
ajfa-1143	120	4	some	some	DET
ajfa-1143	120	5	members	member	NOUN
ajfa-1143	120	6	of	of	ADP
ajfa-1143	120	7	staff	staff	NOUN
ajfa-1143	120	8	are	be	AUX
ajfa-1143	120	9	not	not	PART
ajfa-1143	120	10	given	give	VERB
ajfa-1143	120	11	the	the	DET
ajfa-1143	120	12	same	same	ADJ
ajfa-1143	120	13	kind	kind	NOUN
ajfa-1143	120	14	of	of	ADP
ajfa-1143	120	15	remit	remit	NOUN
ajfa-1143	120	16	as	as	SCONJ
ajfa-1143	120	17	they	they	PRON
ajfa-1143	120	18	are	be	AUX
ajfa-1143	120	19	given	give	VERB
ajfa-1143	120	20	less	less	ADJ
ajfa-1143	120	21	bank	bank	NOUN
ajfa-1143	120	22	products	product	NOUN
ajfa-1143	120	23	to	to	PART
ajfa-1143	120	24	introduce	introduce	VERB
ajfa-1143	120	25	or	or	CCONJ
ajfa-1143	120	26	manage	manage	VERB
ajfa-1143	120	27	.	.	PUNCT
ajfa-1143	121	1	this	this	PRON
ajfa-1143	121	2	in	in	ADP
ajfa-1143	121	3	itself	itself	PRON
ajfa-1143	121	4	may	may	AUX
ajfa-1143	121	5	underpin	underpin	VERB
ajfa-1143	121	6	why	why	SCONJ
ajfa-1143	121	7	many	many	ADJ
ajfa-1143	121	8	customers	customer	NOUN
ajfa-1143	121	9	appear	appear	VERB
ajfa-1143	121	10	to	to	PART
ajfa-1143	121	11	feel	feel	VERB
ajfa-1143	121	12	that	that	SCONJ
ajfa-1143	121	13	some	some	DET
ajfa-1143	121	14	staff	staff	NOUN
ajfa-1143	121	15	are	be	AUX
ajfa-1143	121	16	n’t	not	PART
ajfa-1143	121	17	totally	totally	ADV
ajfa-1143	121	18	equipped	equip	VERB
ajfa-1143	121	19	to	to	PART
ajfa-1143	121	20	deal	deal	VERB
ajfa-1143	121	21	with	with	ADP
ajfa-1143	121	22	customers	customer	NOUN
ajfa-1143	121	23	.	.	PUNCT
ajfa-1143	122	1	this	this	DET
ajfa-1143	122	2	aspect	aspect	NOUN
ajfa-1143	122	3	is	be	AUX
ajfa-1143	122	4	typified	typify	VERB
ajfa-1143	122	5	further	far	ADV
ajfa-1143	122	6	by	by	ADP
ajfa-1143	122	7	another	another	DET
ajfa-1143	122	8	customer	customer	NOUN
ajfa-1143	122	9	(	(	PUNCT
ajfa-1143	122	10	c16	c16	PROPN
ajfa-1143	122	11	)	)	PUNCT
ajfa-1143	122	12	who	who	PRON
ajfa-1143	122	13	states	state	VERB
ajfa-1143	122	14	...	...	PUNCT
ajfa-1143	123	1	i	i	PRON
ajfa-1143	123	2	think	think	VERB
ajfa-1143	123	3	the	the	DET
ajfa-1143	123	4	problems	problem	NOUN
ajfa-1143	123	5	are	be	AUX
ajfa-1143	123	6	based	base	VERB
ajfa-1143	123	7	,	,	PUNCT
ajfa-1143	123	8	…	…	PUNCT
ajfa-1143	123	9	on	on	ADP
ajfa-1143	123	10	personality	personality	NOUN
ajfa-1143	123	11	,	,	PUNCT
ajfa-1143	123	12	shaped	shape	VERB
ajfa-1143	123	13	by	by	ADP
ajfa-1143	123	14	their	their	PRON
ajfa-1143	123	15	own	own	ADJ
ajfa-1143	123	16	experiences	experience	NOUN
ajfa-1143	123	17	of	of	ADP
ajfa-1143	123	18	where	where	SCONJ
ajfa-1143	123	19	they	they	PRON
ajfa-1143	123	20	’ve	’ve	AUX
ajfa-1143	123	21	come	come	VERB
ajfa-1143	123	22	from	from	ADP
ajfa-1143	123	23	and	and	CCONJ
ajfa-1143	123	24	some	some	PRON
ajfa-1143	123	25	are	be	AUX
ajfa-1143	123	26	obviously	obviously	ADV
ajfa-1143	123	27	limited	limit	VERB
ajfa-1143	123	28	in	in	ADP
ajfa-1143	123	29	that	that	DET
ajfa-1143	123	30	experience	experience	NOUN
ajfa-1143	123	31	…	…	PUNCT
ajfa-1143	123	32	and	and	CCONJ
ajfa-1143	123	33	of	of	ADP
ajfa-1143	123	34	course	course	NOUN
ajfa-1143	123	35	customer	customer	NOUN
ajfa-1143	123	36	training	training	NOUN
ajfa-1143	123	37	.	.	PUNCT
ajfa-1143	124	1	a	a	DET
ajfa-1143	124	2	small	small	ADJ
ajfa-1143	124	3	group	group	NOUN
ajfa-1143	124	4	of	of	ADP
ajfa-1143	124	5	customers	customer	NOUN
ajfa-1143	124	6	appeared	appear	VERB
ajfa-1143	124	7	to	to	PART
ajfa-1143	124	8	anticipate	anticipate	VERB
ajfa-1143	124	9	problems	problem	NOUN
ajfa-1143	124	10	associated	associate	VERB
ajfa-1143	124	11	with	with	ADP
ajfa-1143	124	12	staff	staff	NOUN
ajfa-1143	124	13	performance	performance	NOUN
ajfa-1143	124	14	(	(	PUNCT
ajfa-1143	124	15	6	6	NUM
ajfa-1143	124	16	)	)	PUNCT
ajfa-1143	124	17	.	.	PUNCT
ajfa-1143	125	1	as	as	SCONJ
ajfa-1143	125	2	one	one	NUM
ajfa-1143	125	3	customer	customer	NOUN
ajfa-1143	125	4	(	(	PUNCT
ajfa-1143	125	5	c5	c5	PROPN
ajfa-1143	125	6	)	)	PUNCT
ajfa-1143	125	7	suggested	suggest	VERB
ajfa-1143	125	8	…	…	PUNCT
ajfa-1143	125	9	it	it	PRON
ajfa-1143	125	10	did	do	AUX
ajfa-1143	125	11	n’t	not	PART
ajfa-1143	125	12	really	really	ADV
ajfa-1143	125	13	affect	affect	VERB
ajfa-1143	125	14	my	my	PRON
ajfa-1143	125	15	overall	overall	ADJ
ajfa-1143	125	16	perception	perception	NOUN
ajfa-1143	125	17	of	of	ADP
ajfa-1143	125	18	the	the	DET
ajfa-1143	125	19	bank	bank	NOUN
ajfa-1143	125	20	capability	capability	NOUN
ajfa-1143	125	21	.	.	PUNCT
ajfa-1143	126	1	i	i	PRON
ajfa-1143	126	2	think	think	VERB
ajfa-1143	126	3	,	,	PUNCT
ajfa-1143	126	4	i	i	PRON
ajfa-1143	126	5	was	be	AUX
ajfa-1143	126	6	disappointed	disappoint	VERB
ajfa-1143	126	7	and	and	CCONJ
ajfa-1143	126	8	i	i	PRON
ajfa-1143	126	9	hoped	hope	VERB
ajfa-1143	126	10	that	that	SCONJ
ajfa-1143	126	11	it	it	PRON
ajfa-1143	126	12	was	be	AUX
ajfa-1143	126	13	n’t	not	PART
ajfa-1143	126	14	going	go	VERB
ajfa-1143	126	15	to	to	PART
ajfa-1143	126	16	happen	happen	VERB
ajfa-1143	126	17	again	again	ADV
ajfa-1143	126	18	.	.	PUNCT
ajfa-1143	127	1	customers	customer	NOUN
ajfa-1143	127	2	appeared	appear	VERB
ajfa-1143	127	3	to	to	PART
ajfa-1143	127	4	evaluate	evaluate	VERB
ajfa-1143	127	5	staff	staff	NOUN
ajfa-1143	127	6	performance	performance	NOUN
ajfa-1143	127	7	as	as	ADP
ajfa-1143	127	8	an	an	DET
ajfa-1143	127	9	individual	individual	NOUN
ajfa-1143	127	10	,	,	PUNCT
ajfa-1143	127	11	develop	develop	VERB
ajfa-1143	127	12	asian	asian	ADJ
ajfa-1143	127	13	journal	journal	NOUN
ajfa-1143	127	14	of	of	ADP
ajfa-1143	127	15	finance	finance	PROPN
ajfa-1143	127	16	&	&	CCONJ
ajfa-1143	127	17	accounting	accounting	PROPN
ajfa-1143	127	18	issn	issn	PROPN
ajfa-1143	127	19	1946	1946	NUM
ajfa-1143	127	20	-	-	PUNCT
ajfa-1143	127	21	052x	052x	NOUN
ajfa-1143	127	22	2012	2012	NUM
ajfa-1143	127	23	,	,	PUNCT
ajfa-1143	127	24	vol	vol	NOUN
ajfa-1143	127	25	.	.	PROPN
ajfa-1143	128	1	4	4	NUM
ajfa-1143	128	2	,	,	PUNCT
ajfa-1143	128	3	no	no	INTJ
ajfa-1143	128	4	.	.	NOUN
ajfa-1143	128	5	1	1	NUM
ajfa-1143	128	6	www.macrothink.org/ajfa	www.macrothink.org/ajfa	NUM
ajfa-1143	128	7	33	33	NUM
ajfa-1143	128	8	opinions	opinion	NOUN
ajfa-1143	128	9	and	and	CCONJ
ajfa-1143	128	10	then	then	ADV
ajfa-1143	128	11	share	share	VERB
ajfa-1143	128	12	these	these	PRON
ajfa-1143	128	13	with	with	ADP
ajfa-1143	128	14	their	their	PRON
ajfa-1143	128	15	peers	peer	NOUN
ajfa-1143	128	16	and	and	CCONJ
ajfa-1143	128	17	family	family	NOUN
ajfa-1143	128	18	.	.	PUNCT
ajfa-1143	129	1	it	it	PRON
ajfa-1143	129	2	was	be	AUX
ajfa-1143	129	3	noted	note	VERB
ajfa-1143	129	4	from	from	ADP
ajfa-1143	129	5	the	the	DET
ajfa-1143	129	6	evidence	evidence	NOUN
ajfa-1143	129	7	(	(	PUNCT
ajfa-1143	129	8	4	4	NUM
ajfa-1143	129	9	)	)	PUNCT
ajfa-1143	129	10	that	that	SCONJ
ajfa-1143	129	11	this	this	DET
ajfa-1143	129	12	process	process	NOUN
ajfa-1143	129	13	appeared	appear	VERB
ajfa-1143	129	14	to	to	PART
ajfa-1143	129	15	alleviate	alleviate	VERB
ajfa-1143	129	16	stress	stress	NOUN
ajfa-1143	129	17	created	create	VERB
ajfa-1143	129	18	by	by	ADP
ajfa-1143	129	19	perceived	perceive	VERB
ajfa-1143	129	20	ill	ill	ADV
ajfa-1143	129	21	-	-	PUNCT
ajfa-1143	129	22	performing	perform	VERB
ajfa-1143	129	23	staff	staff	NOUN
ajfa-1143	129	24	and	and	CCONJ
ajfa-1143	129	25	was	be	AUX
ajfa-1143	129	26	used	use	VERB
ajfa-1143	129	27	by	by	ADP
ajfa-1143	129	28	many	many	ADJ
ajfa-1143	129	29	customers	customer	NOUN
ajfa-1143	129	30	as	as	ADP
ajfa-1143	129	31	a	a	DET
ajfa-1143	129	32	sounding	sound	VERB
ajfa-1143	129	33	board	board	NOUN
ajfa-1143	129	34	.	.	PUNCT
ajfa-1143	130	1	this	this	DET
ajfa-1143	130	2	naturally	naturally	ADV
ajfa-1143	130	3	affected	affect	VERB
ajfa-1143	130	4	customer	customer	NOUN
ajfa-1143	130	5	perception	perception	NOUN
ajfa-1143	130	6	as	as	SCONJ
ajfa-1143	130	7	individual	individual	ADJ
ajfa-1143	130	8	viewpoints	viewpoint	NOUN
ajfa-1143	130	9	were	be	AUX
ajfa-1143	130	10	either	either	ADV
ajfa-1143	130	11	strengthened	strengthen	VERB
ajfa-1143	130	12	or	or	CCONJ
ajfa-1143	130	13	reduced	reduce	VERB
ajfa-1143	130	14	as	as	ADP
ajfa-1143	130	15	a	a	DET
ajfa-1143	130	16	consequence	consequence	NOUN
ajfa-1143	130	17	of	of	ADP
ajfa-1143	130	18	this	this	DET
ajfa-1143	130	19	type	type	NOUN
ajfa-1143	130	20	of	of	ADP
ajfa-1143	130	21	group	group	NOUN
ajfa-1143	130	22	discussion	discussion	NOUN
ajfa-1143	130	23	.	.	PUNCT
ajfa-1143	131	1	this	this	DET
ajfa-1143	131	2	point	point	NOUN
ajfa-1143	131	3	was	be	AUX
ajfa-1143	131	4	taken	take	VERB
ajfa-1143	131	5	up	up	ADP
ajfa-1143	131	6	by	by	ADP
ajfa-1143	131	7	a	a	DET
ajfa-1143	131	8	significant	significant	ADJ
ajfa-1143	131	9	minority	minority	NOUN
ajfa-1143	131	10	of	of	ADP
ajfa-1143	131	11	customers	customer	NOUN
ajfa-1143	131	12	(	(	PUNCT
ajfa-1143	131	13	4	4	NUM
ajfa-1143	131	14	)	)	PUNCT
ajfa-1143	131	15	which	which	PRON
ajfa-1143	131	16	was	be	AUX
ajfa-1143	131	17	typified	typify	VERB
ajfa-1143	131	18	by	by	ADP
ajfa-1143	131	19	one	one	NUM
ajfa-1143	131	20	customer	customer	NOUN
ajfa-1143	131	21	(	(	PUNCT
ajfa-1143	131	22	c7	c7	PROPN
ajfa-1143	131	23	)	)	PUNCT
ajfa-1143	131	24	who	who	PRON
ajfa-1143	131	25	suggested	suggest	VERB
ajfa-1143	131	26	that	that	PRON
ajfa-1143	131	27	...	...	PUNCT
ajfa-1143	132	1	we	we	PRON
ajfa-1143	132	2	do	do	AUX
ajfa-1143	132	3	n't	not	PART
ajfa-1143	132	4	have	have	VERB
ajfa-1143	132	5	the	the	DET
ajfa-1143	132	6	opportunity	opportunity	NOUN
ajfa-1143	132	7	to	to	PART
ajfa-1143	132	8	discuss	discuss	VERB
ajfa-1143	132	9	at	at	ADP
ajfa-1143	132	10	the	the	DET
ajfa-1143	132	11	bank	bank	NOUN
ajfa-1143	132	12	bad	bad	ADJ
ajfa-1143	132	13	staff	staff	NOUN
ajfa-1143	132	14	practice	practice	NOUN
ajfa-1143	132	15	mostly	mostly	ADV
ajfa-1143	132	16	because	because	SCONJ
ajfa-1143	132	17	the	the	DET
ajfa-1143	132	18	staff	staff	NOUN
ajfa-1143	132	19	do	do	AUX
ajfa-1143	132	20	n’t	not	PART
ajfa-1143	132	21	allow	allow	VERB
ajfa-1143	132	22	us	we	PRON
ajfa-1143	132	23	to	to	PART
ajfa-1143	132	24	feedback	feedback	VERB
ajfa-1143	132	25	to	to	ADP
ajfa-1143	132	26	them	they	PRON
ajfa-1143	132	27	our	our	PRON
ajfa-1143	132	28	disappointments	disappointment	NOUN
ajfa-1143	132	29	or	or	CCONJ
ajfa-1143	132	30	concerns	concern	NOUN
ajfa-1143	132	31	and	and	CCONJ
ajfa-1143	132	32	to	to	PART
ajfa-1143	132	33	stimulate	stimulate	VERB
ajfa-1143	132	34	any	any	DET
ajfa-1143	132	35	kind	kind	NOUN
ajfa-1143	132	36	of	of	ADP
ajfa-1143	132	37	positive	positive	ADJ
ajfa-1143	132	38	change	change	NOUN
ajfa-1143	132	39	.	.	PUNCT
ajfa-1143	133	1	this	this	PRON
ajfa-1143	133	2	suggested	suggest	VERB
ajfa-1143	133	3	that	that	SCONJ
ajfa-1143	133	4	there	there	PRON
ajfa-1143	133	5	is	be	VERB
ajfa-1143	133	6	little	little	ADJ
ajfa-1143	133	7	evidence	evidence	NOUN
ajfa-1143	133	8	that	that	SCONJ
ajfa-1143	133	9	the	the	DET
ajfa-1143	133	10	bank	bank	NOUN
ajfa-1143	133	11	actually	actually	ADV
ajfa-1143	133	12	wanted	want	VERB
ajfa-1143	133	13	to	to	PART
ajfa-1143	133	14	stimulate	stimulate	VERB
ajfa-1143	133	15	customers	customer	NOUN
ajfa-1143	133	16	in	in	ADP
ajfa-1143	133	17	giving	give	VERB
ajfa-1143	133	18	them	they	PRON
ajfa-1143	133	19	appropriate	appropriate	ADJ
ajfa-1143	133	20	feedback	feedback	NOUN
ajfa-1143	133	21	on	on	ADP
ajfa-1143	133	22	bank	bank	NOUN
ajfa-1143	133	23	staff	staff	NOUN
ajfa-1143	133	24	performance	performance	NOUN
ajfa-1143	133	25	.	.	PUNCT
ajfa-1143	134	1	product	product	NOUN
ajfa-1143	134	2	/	/	SYM
ajfa-1143	134	3	process	process	NOUN
ajfa-1143	134	4	knowledge	knowledge	NOUN
ajfa-1143	134	5	product	product	NOUN
ajfa-1143	134	6	knowledge	knowledge	NOUN
ajfa-1143	134	7	appeared	appear	VERB
ajfa-1143	134	8	to	to	PART
ajfa-1143	134	9	be	be	AUX
ajfa-1143	134	10	central	central	ADJ
ajfa-1143	134	11	to	to	ADP
ajfa-1143	134	12	a	a	DET
ajfa-1143	134	13	customer	customer	NOUN
ajfa-1143	134	14	’s	’s	PART
ajfa-1143	134	15	perception	perception	NOUN
ajfa-1143	134	16	of	of	ADP
ajfa-1143	134	17	quality	quality	NOUN
ajfa-1143	134	18	of	of	ADP
ajfa-1143	134	19	service	service	NOUN
ajfa-1143	134	20	delivery	delivery	NOUN
ajfa-1143	134	21	of	of	ADP
ajfa-1143	134	22	a	a	DET
ajfa-1143	134	23	bank	bank	NOUN
ajfa-1143	134	24	product	product	NOUN
ajfa-1143	134	25	.	.	PUNCT
ajfa-1143	135	1	many	many	ADJ
ajfa-1143	135	2	customers	customer	NOUN
ajfa-1143	135	3	(	(	PUNCT
ajfa-1143	135	4	12	12	NUM
ajfa-1143	135	5	)	)	PUNCT
ajfa-1143	135	6	appeared	appear	VERB
ajfa-1143	135	7	to	to	PART
ajfa-1143	135	8	feel	feel	VERB
ajfa-1143	135	9	that	that	SCONJ
ajfa-1143	135	10	product	product	NOUN
ajfa-1143	135	11	knowledge	knowledge	NOUN
ajfa-1143	135	12	allowed	allow	VERB
ajfa-1143	135	13	them	they	PRON
ajfa-1143	135	14	to	to	PART
ajfa-1143	135	15	trust	trust	VERB
ajfa-1143	135	16	the	the	DET
ajfa-1143	135	17	staff	staff	NOUN
ajfa-1143	135	18	and	and	CCONJ
ajfa-1143	135	19	the	the	DET
ajfa-1143	135	20	message	message	NOUN
ajfa-1143	135	21	given	give	VERB
ajfa-1143	135	22	and	and	CCONJ
ajfa-1143	135	23	thus	thus	ADV
ajfa-1143	135	24	have	have	VERB
ajfa-1143	135	25	greater	great	ADJ
ajfa-1143	135	26	confidence	confidence	NOUN
ajfa-1143	135	27	in	in	ADP
ajfa-1143	135	28	the	the	DET
ajfa-1143	135	29	staff	staff	NOUN
ajfa-1143	135	30	.	.	PUNCT
ajfa-1143	136	1	here	here	ADV
ajfa-1143	136	2	,	,	PUNCT
ajfa-1143	136	3	one	one	NUM
ajfa-1143	136	4	customer	customer	NOUN
ajfa-1143	136	5	(	(	PUNCT
ajfa-1143	136	6	c17	c17	NOUN
ajfa-1143	136	7	)	)	PUNCT
ajfa-1143	136	8	indicated	indicate	VERB
ajfa-1143	136	9	...	...	PUNCT
ajfa-1143	137	1	yes	yes	INTJ
ajfa-1143	137	2	,	,	PUNCT
ajfa-1143	137	3	i	i	PRON
ajfa-1143	137	4	think	think	VERB
ajfa-1143	137	5	that	that	PRON
ajfa-1143	137	6	’s	’	VERB
ajfa-1143	137	7	very	very	ADV
ajfa-1143	137	8	important	important	ADJ
ajfa-1143	137	9	,	,	PUNCT
ajfa-1143	137	10	for	for	SCONJ
ajfa-1143	137	11	them	they	PRON
ajfa-1143	137	12	to	to	PART
ajfa-1143	137	13	appear	appear	VERB
ajfa-1143	137	14	to	to	PART
ajfa-1143	137	15	put	put	VERB
ajfa-1143	137	16	across	across	ADP
ajfa-1143	137	17	a	a	DET
ajfa-1143	137	18	sort	sort	NOUN
ajfa-1143	137	19	of	of	ADP
ajfa-1143	137	20	positive	positive	ADJ
ajfa-1143	137	21	picture	picture	NOUN
ajfa-1143	137	22	and	and	CCONJ
ajfa-1143	137	23	also	also	ADV
ajfa-1143	137	24	to	to	PART
ajfa-1143	137	25	be	be	AUX
ajfa-1143	137	26	able	able	ADJ
ajfa-1143	137	27	to	to	PART
ajfa-1143	137	28	structure	structure	VERB
ajfa-1143	137	29	their	their	PRON
ajfa-1143	137	30	selling	selling	NOUN
ajfa-1143	137	31	process	process	NOUN
ajfa-1143	137	32	.	.	PUNCT
ajfa-1143	138	1	some	some	PRON
ajfa-1143	138	2	of	of	ADP
ajfa-1143	138	3	the	the	DET
ajfa-1143	138	4	best	good	ADJ
ajfa-1143	138	5	ones	one	NOUN
ajfa-1143	138	6	have	have	AUX
ajfa-1143	138	7	been	be	AUX
ajfa-1143	138	8	where	where	SCONJ
ajfa-1143	138	9	the	the	DET
ajfa-1143	138	10	representative	representative	NOUN
ajfa-1143	138	11	has	have	AUX
ajfa-1143	138	12	laid	lay	VERB
ajfa-1143	138	13	out	out	ADP
ajfa-1143	138	14	a	a	DET
ajfa-1143	138	15	sort	sort	NOUN
ajfa-1143	138	16	of	of	ADP
ajfa-1143	138	17	framework	framework	NOUN
ajfa-1143	138	18	of	of	ADP
ajfa-1143	138	19	what	what	PRON
ajfa-1143	138	20	they	they	PRON
ajfa-1143	138	21	’re	’re	AUX
ajfa-1143	138	22	going	go	VERB
ajfa-1143	138	23	to	to	PART
ajfa-1143	138	24	discuss	discuss	VERB
ajfa-1143	138	25	and	and	CCONJ
ajfa-1143	138	26	actually	actually	ADV
ajfa-1143	138	27	followed	follow	VERB
ajfa-1143	138	28	that	that	SCONJ
ajfa-1143	138	29	through	through	ADP
ajfa-1143	138	30	.	.	PUNCT
ajfa-1143	139	1	a	a	DET
ajfa-1143	139	2	number	number	NOUN
ajfa-1143	139	3	of	of	ADP
ajfa-1143	139	4	customers	customer	NOUN
ajfa-1143	139	5	(	(	PUNCT
ajfa-1143	139	6	7	7	X
ajfa-1143	139	7	)	)	PUNCT
ajfa-1143	139	8	appeared	appear	VERB
ajfa-1143	139	9	to	to	PART
ajfa-1143	139	10	suggest	suggest	VERB
ajfa-1143	139	11	that	that	SCONJ
ajfa-1143	139	12	the	the	DET
ajfa-1143	139	13	level	level	NOUN
ajfa-1143	139	14	of	of	ADP
ajfa-1143	139	15	product	product	NOUN
ajfa-1143	139	16	knowledge	knowledge	NOUN
ajfa-1143	139	17	gave	give	VERB
ajfa-1143	139	18	an	an	DET
ajfa-1143	139	19	indication	indication	NOUN
ajfa-1143	139	20	of	of	ADP
ajfa-1143	139	21	the	the	DET
ajfa-1143	139	22	flexibility	flexibility	NOUN
ajfa-1143	139	23	of	of	ADP
ajfa-1143	139	24	delivery	delivery	NOUN
ajfa-1143	139	25	.	.	PUNCT
ajfa-1143	140	1	this	this	PRON
ajfa-1143	140	2	is	be	AUX
ajfa-1143	140	3	highlighted	highlight	VERB
ajfa-1143	140	4	by	by	ADP
ajfa-1143	140	5	one	one	NUM
ajfa-1143	140	6	customer	customer	NOUN
ajfa-1143	140	7	(	(	PUNCT
ajfa-1143	140	8	c13	c13	PROPN
ajfa-1143	140	9	)	)	PUNCT
ajfa-1143	140	10	who	who	PRON
ajfa-1143	140	11	stated	state	VERB
ajfa-1143	140	12	that	that	SCONJ
ajfa-1143	140	13	...	...	PUNCT
ajfa-1143	140	14	the	the	DET
ajfa-1143	140	15	product	product	NOUN
ajfa-1143	140	16	content	content	NOUN
ajfa-1143	140	17	i	i	PRON
ajfa-1143	140	18	can	can	AUX
ajfa-1143	140	19	get	get	VERB
ajfa-1143	140	20	from	from	ADP
ajfa-1143	140	21	a	a	DET
ajfa-1143	140	22	brochure	brochure	NOUN
ajfa-1143	140	23	and	and	CCONJ
ajfa-1143	140	24	i	i	PRON
ajfa-1143	140	25	want	want	VERB
ajfa-1143	140	26	somebody	somebody	PRON
ajfa-1143	140	27	to	to	PART
ajfa-1143	140	28	make	make	VERB
ajfa-1143	140	29	me	i	PRON
ajfa-1143	140	30	stop	stop	VERB
ajfa-1143	140	31	and	and	CCONJ
ajfa-1143	140	32	point	point	VERB
ajfa-1143	140	33	out	out	ADP
ajfa-1143	140	34	appropriate	appropriate	ADJ
ajfa-1143	140	35	alternatives	alternative	NOUN
ajfa-1143	141	1	and	and	CCONJ
ajfa-1143	141	2	i	i	PRON
ajfa-1143	141	3	guess	guess	VERB
ajfa-1143	141	4	become	become	VERB
ajfa-1143	141	5	more	more	ADV
ajfa-1143	141	6	confident	confident	ADJ
ajfa-1143	141	7	and	and	CCONJ
ajfa-1143	141	8	more	more	ADV
ajfa-1143	141	9	perceptive	perceptive	ADJ
ajfa-1143	141	10	as	as	ADP
ajfa-1143	141	11	a	a	DET
ajfa-1143	141	12	result	result	NOUN
ajfa-1143	141	13	of	of	ADP
ajfa-1143	141	14	that	that	PRON
ajfa-1143	141	15	.	.	PUNCT
ajfa-1143	142	1	they	they	PRON
ajfa-1143	142	2	have	have	AUX
ajfa-1143	142	3	not	not	PART
ajfa-1143	142	4	done	do	VERB
ajfa-1143	142	5	this	this	PRON
ajfa-1143	142	6	at	at	ADV
ajfa-1143	142	7	all	all	ADV
ajfa-1143	142	8	.	.	PUNCT
ajfa-1143	143	1	customers	customer	NOUN
ajfa-1143	143	2	perceived	perceive	VERB
ajfa-1143	143	3	differences	difference	NOUN
ajfa-1143	143	4	in	in	ADP
ajfa-1143	143	5	the	the	DET
ajfa-1143	143	6	demonstration	demonstration	NOUN
ajfa-1143	143	7	of	of	ADP
ajfa-1143	143	8	product	product	NOUN
ajfa-1143	143	9	knowledge	knowledge	NOUN
ajfa-1143	143	10	between	between	ADP
ajfa-1143	143	11	management	management	NOUN
ajfa-1143	143	12	and	and	CCONJ
ajfa-1143	143	13	sales	sale	NOUN
ajfa-1143	143	14	staff	staff	NOUN
ajfa-1143	143	15	.	.	PUNCT
ajfa-1143	144	1	one	one	NUM
ajfa-1143	144	2	customer	customer	NOUN
ajfa-1143	144	3	(	(	PUNCT
ajfa-1143	144	4	c1	c1	PROPN
ajfa-1143	144	5	)	)	PUNCT
ajfa-1143	144	6	who	who	PRON
ajfa-1143	144	7	typifies	typify	VERB
ajfa-1143	144	8	the	the	DET
ajfa-1143	144	9	customer	customer	NOUN
ajfa-1143	144	10	comment	comment	NOUN
ajfa-1143	144	11	(	(	PUNCT
ajfa-1143	144	12	8)	8)	NUM
ajfa-1143	144	13	stated	state	VERB
ajfa-1143	144	14	that	that	SCONJ
ajfa-1143	144	15	some	some	DET
ajfa-1143	144	16	management	management	NOUN
ajfa-1143	144	17	...	...	PUNCT
ajfa-1143	144	18	knows	know	VERB
ajfa-1143	144	19	their	their	PRON
ajfa-1143	144	20	stuff	stuff	NOUN
ajfa-1143	144	21	very	very	ADV
ajfa-1143	144	22	well	well	ADV
ajfa-1143	144	23	,	,	PUNCT
ajfa-1143	144	24	whereas	whereas	SCONJ
ajfa-1143	144	25	many	many	ADJ
ajfa-1143	144	26	of	of	ADP
ajfa-1143	144	27	the	the	DET
ajfa-1143	144	28	others	other	NOUN
ajfa-1143	144	29	are	be	AUX
ajfa-1143	144	30	struggling	struggle	VERB
ajfa-1143	144	31	.	.	PUNCT
ajfa-1143	145	1	this	this	PRON
ajfa-1143	145	2	suggests	suggest	VERB
ajfa-1143	145	3	that	that	SCONJ
ajfa-1143	145	4	more	more	ADV
ajfa-1143	145	5	experienced	experienced	ADJ
ajfa-1143	145	6	staff	staff	NOUN
ajfa-1143	145	7	are	be	AUX
ajfa-1143	145	8	perceived	perceive	VERB
ajfa-1143	145	9	as	as	ADP
ajfa-1143	145	10	being	be	AUX
ajfa-1143	145	11	more	more	ADV
ajfa-1143	145	12	adept	adept	ADJ
ajfa-1143	145	13	at	at	ADP
ajfa-1143	145	14	dealing	deal	VERB
ajfa-1143	145	15	with	with	ADP
ajfa-1143	145	16	diverse	diverse	ADJ
ajfa-1143	145	17	customer	customer	NOUN
ajfa-1143	145	18	requirements	requirement	NOUN
ajfa-1143	145	19	.	.	PUNCT
ajfa-1143	146	1	this	this	PRON
ajfa-1143	146	2	has	have	VERB
ajfa-1143	146	3	concerns	concern	NOUN
ajfa-1143	146	4	over	over	ADP
ajfa-1143	146	5	what	what	DET
ajfa-1143	146	6	customer	customer	NOUN
ajfa-1143	146	7	training	training	NOUN
ajfa-1143	146	8	programmes	programme	NOUN
ajfa-1143	146	9	are	be	AUX
ajfa-1143	146	10	utilised	utilise	VERB
ajfa-1143	146	11	and	and	CCONJ
ajfa-1143	146	12	to	to	PART
ajfa-1143	146	13	whom	whom	PRON
ajfa-1143	146	14	this	this	DET
ajfa-1143	146	15	training	training	NOUN
ajfa-1143	146	16	is	be	AUX
ajfa-1143	146	17	being	be	AUX
ajfa-1143	146	18	directed	direct	VERB
ajfa-1143	146	19	to	to	ADP
ajfa-1143	146	20	.	.	PUNCT
ajfa-1143	147	1	6.2.2	6.2.2	NUM
ajfa-1143	147	2	key	key	ADJ
ajfa-1143	147	3	theme	theme	NOUN
ajfa-1143	147	4	2	2	NUM
ajfa-1143	147	5	service	service	NOUN
ajfa-1143	147	6	process	process	NOUN
ajfa-1143	147	7	service	service	NOUN
ajfa-1143	147	8	evaluation	evaluation	NOUN
ajfa-1143	147	9	customers	customer	NOUN
ajfa-1143	147	10	appear	appear	VERB
ajfa-1143	147	11	to	to	PART
ajfa-1143	147	12	understand	understand	VERB
ajfa-1143	147	13	that	that	SCONJ
ajfa-1143	147	14	the	the	DET
ajfa-1143	147	15	effort	effort	NOUN
ajfa-1143	147	16	they	they	PRON
ajfa-1143	147	17	put	put	VERB
ajfa-1143	147	18	into	into	ADP
ajfa-1143	147	19	the	the	DET
ajfa-1143	147	20	evaluation	evaluation	NOUN
ajfa-1143	147	21	is	be	AUX
ajfa-1143	147	22	seen	see	VERB
ajfa-1143	147	23	as	as	ADP
ajfa-1143	147	24	a	a	DET
ajfa-1143	147	25	superfluous	superfluous	ADJ
ajfa-1143	147	26	exercise	exercise	NOUN
ajfa-1143	147	27	.	.	PUNCT
ajfa-1143	148	1	most	most	ADJ
ajfa-1143	148	2	customers	customer	NOUN
ajfa-1143	148	3	(	(	PUNCT
ajfa-1143	148	4	8)	8)	NUM
ajfa-1143	148	5	appeared	appear	VERB
ajfa-1143	148	6	to	to	PART
ajfa-1143	148	7	use	use	VERB
ajfa-1143	148	8	the	the	DET
ajfa-1143	148	9	bank	bank	NOUN
ajfa-1143	148	10	service	service	NOUN
ajfa-1143	148	11	evaluation	evaluation	NOUN
ajfa-1143	148	12	form	form	NOUN
ajfa-1143	148	13	as	as	ADP
ajfa-1143	148	14	the	the	DET
ajfa-1143	148	15	only	only	ADJ
ajfa-1143	148	16	means	mean	NOUN
ajfa-1143	148	17	of	of	ADP
ajfa-1143	148	18	staff	staff	NOUN
ajfa-1143	148	19	evaluation	evaluation	NOUN
ajfa-1143	148	20	(	(	PUNCT
ajfa-1143	148	21	duclos	duclos	PROPN
ajfa-1143	148	22	,	,	PUNCT
ajfa-1143	148	23	vokurka	vokurka	NOUN
ajfa-1143	148	24	and	and	CCONJ
ajfa-1143	148	25	lummus	lummus	PROPN
ajfa-1143	148	26	,	,	PUNCT
ajfa-1143	148	27	2003	2003	NUM
ajfa-1143	148	28	)	)	PUNCT
ajfa-1143	148	29	.	.	PUNCT
ajfa-1143	149	1	this	this	PRON
ajfa-1143	149	2	is	be	AUX
ajfa-1143	149	3	embodied	embody	VERB
ajfa-1143	149	4	by	by	ADP
ajfa-1143	149	5	one	one	NUM
ajfa-1143	149	6	customer	customer	NOUN
ajfa-1143	149	7	(	(	PUNCT
ajfa-1143	149	8	c3	c3	PROPN
ajfa-1143	149	9	)	)	PUNCT
ajfa-1143	149	10	who	who	PRON
ajfa-1143	149	11	states	state	VERB
ajfa-1143	149	12	that	that	PRON
ajfa-1143	149	13	...	...	PUNCT
ajfa-1143	150	1	we	we	PRON
ajfa-1143	150	2	get	get	VERB
ajfa-1143	150	3	this	this	DET
ajfa-1143	150	4	form	form	NOUN
ajfa-1143	150	5	at	at	ADP
ajfa-1143	150	6	the	the	DET
ajfa-1143	150	7	end	end	NOUN
ajfa-1143	150	8	of	of	ADP
ajfa-1143	150	9	the	the	DET
ajfa-1143	150	10	new	new	ADJ
ajfa-1143	150	11	account	account	NOUN
ajfa-1143	150	12	opening	opening	NOUN
ajfa-1143	150	13	.	.	PUNCT
ajfa-1143	151	1	to	to	ADP
ajfa-1143	151	2	me	i	PRON
ajfa-1143	151	3	this	this	PRON
ajfa-1143	151	4	is	be	AUX
ajfa-1143	151	5	n't	not	PART
ajfa-1143	151	6	sufficient	sufficient	ADJ
ajfa-1143	151	7	,	,	PUNCT
ajfa-1143	151	8	but	but	CCONJ
ajfa-1143	151	9	it	it	PRON
ajfa-1143	151	10	is	be	AUX
ajfa-1143	151	11	the	the	DET
ajfa-1143	151	12	only	only	ADJ
ajfa-1143	151	13	form	form	NOUN
ajfa-1143	151	14	we	we	PRON
ajfa-1143	151	15	have	have	VERB
ajfa-1143	151	16	for	for	ADP
ajfa-1143	151	17	giving	give	VERB
ajfa-1143	151	18	feedback	feedback	NOUN
ajfa-1143	151	19	on	on	ADP
ajfa-1143	151	20	the	the	DET
ajfa-1143	151	21	staff	staff	NOUN
ajfa-1143	151	22	performance	performance	NOUN
ajfa-1143	151	23	and	and	CCONJ
ajfa-1143	151	24	the	the	DET
ajfa-1143	151	25	process	process	NOUN
ajfa-1143	151	26	used	use	VERB
ajfa-1143	151	27	by	by	ADP
ajfa-1143	151	28	the	the	DET
ajfa-1143	151	29	staff	staff	NOUN
ajfa-1143	151	30	.	.	PUNCT
ajfa-1143	152	1	this	this	PRON
ajfa-1143	152	2	is	be	AUX
ajfa-1143	152	3	further	far	ADV
ajfa-1143	152	4	illustrated	illustrate	VERB
ajfa-1143	152	5	by	by	ADP
ajfa-1143	152	6	another	another	DET
ajfa-1143	152	7	customer	customer	NOUN
ajfa-1143	152	8	(	(	PUNCT
ajfa-1143	152	9	c11	c11	NOUN
ajfa-1143	152	10	)	)	PUNCT
ajfa-1143	152	11	who	who	PRON
ajfa-1143	152	12	typifies	typify	VERB
ajfa-1143	152	13	a	a	DET
ajfa-1143	152	14	minority	minority	NOUN
ajfa-1143	152	15	(	(	PUNCT
ajfa-1143	152	16	4	4	NUM
ajfa-1143	152	17	)	)	PUNCT
ajfa-1143	152	18	and	and	CCONJ
ajfa-1143	152	19	states	state	NOUN
ajfa-1143	152	20	...	...	PUNCT
ajfa-1143	153	1	i	i	PRON
ajfa-1143	153	2	'm	be	AUX
ajfa-1143	153	3	not	not	PART
ajfa-1143	153	4	quite	quite	ADV
ajfa-1143	153	5	sure	sure	ADJ
ajfa-1143	153	6	that	that	SCONJ
ajfa-1143	153	7	any	any	DET
ajfa-1143	153	8	evaluation	evaluation	NOUN
ajfa-1143	153	9	is	be	AUX
ajfa-1143	153	10	taken	take	VERB
ajfa-1143	153	11	quite	quite	ADV
ajfa-1143	153	12	seriously	seriously	ADV
ajfa-1143	153	13	enough	enough	ADV
ajfa-1143	153	14	by	by	ADP
ajfa-1143	153	15	the	the	DET
ajfa-1143	153	16	bank	bank	NOUN
ajfa-1143	153	17	.	.	PUNCT
ajfa-1143	154	1	i	i	PRON
ajfa-1143	154	2	feel	feel	VERB
ajfa-1143	154	3	that	that	SCONJ
ajfa-1143	154	4	they	they	PRON
ajfa-1143	154	5	just	just	ADV
ajfa-1143	154	6	give	give	VERB
ajfa-1143	154	7	it	it	PRON
ajfa-1143	154	8	to	to	ADP
ajfa-1143	154	9	us	we	PRON
ajfa-1143	155	1	and	and	CCONJ
ajfa-1143	155	2	then	then	ADV
ajfa-1143	155	3	it	it	PRON
ajfa-1143	155	4	's	be	AUX
ajfa-1143	155	5	wasted	waste	VERB
ajfa-1143	155	6	.	.	PUNCT
ajfa-1143	156	1	another	another	DET
ajfa-1143	156	2	customer	customer	NOUN
ajfa-1143	156	3	(	(	PUNCT
ajfa-1143	156	4	c8	c8	PROPN
ajfa-1143	156	5	)	)	PUNCT
ajfa-1143	156	6	suggested	suggest	VERB
ajfa-1143	156	7	that	that	SCONJ
ajfa-1143	156	8	...	...	PUNCT
ajfa-1143	156	9	well	well	INTJ
ajfa-1143	156	10	,	,	PUNCT
ajfa-1143	156	11	we	we	PRON
ajfa-1143	156	12	have	have	VERB
ajfa-1143	156	13	a	a	DET
ajfa-1143	156	14	questionnaire	questionnaire	NOUN
ajfa-1143	156	15	at	at	ADP
ajfa-1143	156	16	the	the	DET
ajfa-1143	156	17	end	end	NOUN
ajfa-1143	156	18	of	of	ADP
ajfa-1143	156	19	the	the	DET
ajfa-1143	156	20	new	new	ADJ
ajfa-1143	156	21	account	account	NOUN
ajfa-1143	156	22	process	process	NOUN
ajfa-1143	156	23	,	,	PUNCT
ajfa-1143	156	24	which	which	PRON
ajfa-1143	156	25	we	we	PRON
ajfa-1143	156	26	are	be	AUX
ajfa-1143	156	27	invited	invite	VERB
ajfa-1143	156	28	to	to	PART
ajfa-1143	156	29	fill	fill	VERB
ajfa-1143	156	30	in	in	ADP
ajfa-1143	156	31	frankly	frankly	ADV
ajfa-1143	156	32	.	.	PUNCT
ajfa-1143	157	1	and	and	CCONJ
ajfa-1143	157	2	i	i	PRON
ajfa-1143	157	3	think	think	VERB
ajfa-1143	157	4	people	people	NOUN
ajfa-1143	157	5	do	do	VERB
ajfa-1143	157	6	…	…	PUNCT
ajfa-1143	157	7	but	but	CCONJ
ajfa-1143	157	8	nothing	nothing	PRON
ajfa-1143	157	9	happens	happen	VERB
ajfa-1143	157	10	…	…	PUNCT
ajfa-1143	157	11	does	do	VERB
ajfa-1143	157	12	it	it	PRON
ajfa-1143	157	13	?	?	PUNCT
ajfa-1143	158	1	this	this	PRON
ajfa-1143	158	2	may	may	AUX
ajfa-1143	158	3	indicate	indicate	VERB
ajfa-1143	158	4	why	why	SCONJ
ajfa-1143	158	5	many	many	ADJ
ajfa-1143	158	6	customers	customer	NOUN
ajfa-1143	158	7	(	(	PUNCT
ajfa-1143	158	8	9	9	X
ajfa-1143	158	9	)	)	PUNCT
ajfa-1143	158	10	appear	appear	VERB
ajfa-1143	158	11	to	to	PART
ajfa-1143	158	12	consider	consider	VERB
ajfa-1143	158	13	that	that	SCONJ
ajfa-1143	158	14	the	the	DET
ajfa-1143	158	15	comments	comment	NOUN
ajfa-1143	158	16	made	make	VERB
ajfa-1143	158	17	on	on	ADP
ajfa-1143	158	18	the	the	DET
ajfa-1143	158	19	evaluation	evaluation	NOUN
ajfa-1143	158	20	form	form	NOUN
ajfa-1143	158	21	are	be	AUX
ajfa-1143	158	22	not	not	PART
ajfa-1143	158	23	taken	take	VERB
ajfa-1143	158	24	seriously	seriously	ADV
ajfa-1143	158	25	by	by	ADP
ajfa-1143	158	26	bank	bank	NOUN
ajfa-1143	158	27	staff	staff	NOUN
ajfa-1143	158	28	asian	asian	ADJ
ajfa-1143	158	29	journal	journal	NOUN
ajfa-1143	158	30	of	of	ADP
ajfa-1143	158	31	finance	finance	PROPN
ajfa-1143	158	32	&	&	CCONJ
ajfa-1143	158	33	accounting	accounting	PROPN
ajfa-1143	158	34	issn	issn	PROPN
ajfa-1143	158	35	1946	1946	NUM
ajfa-1143	158	36	-	-	PUNCT
ajfa-1143	158	37	052x	052x	NOUN
ajfa-1143	158	38	2012	2012	NUM
ajfa-1143	158	39	,	,	PUNCT
ajfa-1143	158	40	vol	vol	NOUN
ajfa-1143	158	41	.	.	PROPN
ajfa-1143	159	1	4	4	NUM
ajfa-1143	159	2	,	,	PUNCT
ajfa-1143	159	3	no	no	INTJ
ajfa-1143	159	4	.	.	NOUN
ajfa-1143	159	5	1	1	NUM
ajfa-1143	159	6	www.macrothink.org/ajfa	www.macrothink.org/ajfa	NOUN
ajfa-1143	159	7	34	34	NUM
ajfa-1143	159	8	or	or	CCONJ
ajfa-1143	159	9	are	be	AUX
ajfa-1143	159	10	just	just	ADV
ajfa-1143	159	11	taken	take	VERB
ajfa-1143	159	12	as	as	ADP
ajfa-1143	159	13	lip	lip	NOUN
ajfa-1143	159	14	-	-	PUNCT
ajfa-1143	159	15	service	service	NOUN
ajfa-1143	159	16	resulting	result	VERB
ajfa-1143	159	17	differences	difference	NOUN
ajfa-1143	159	18	indifferences	indifference	NOUN
ajfa-1143	159	19	between	between	ADP
ajfa-1143	159	20	customer	customer	NOUN
ajfa-1143	159	21	satisfaction	satisfaction	NOUN
ajfa-1143	159	22	and	and	CCONJ
ajfa-1143	159	23	service	service	NOUN
ajfa-1143	159	24	quality	quality	NOUN
ajfa-1143	159	25	(	(	PUNCT
ajfa-1143	159	26	reeves	reeve	NOUN
ajfa-1143	159	27	and	and	CCONJ
ajfa-1143	159	28	bednar	bednar	PROPN
ajfa-1143	159	29	,	,	PUNCT
ajfa-1143	159	30	1994	1994	NUM
ajfa-1143	159	31	)	)	PUNCT
ajfa-1143	159	32	.	.	PUNCT
ajfa-1143	160	1	however	however	ADV
ajfa-1143	160	2	,	,	PUNCT
ajfa-1143	160	3	to	to	PART
ajfa-1143	160	4	add	add	VERB
ajfa-1143	160	5	to	to	ADP
ajfa-1143	160	6	this	this	PRON
ajfa-1143	160	7	a	a	DET
ajfa-1143	160	8	minority	minority	NOUN
ajfa-1143	160	9	of	of	ADP
ajfa-1143	160	10	customers	customer	NOUN
ajfa-1143	160	11	(	(	PUNCT
ajfa-1143	160	12	4	4	X
ajfa-1143	160	13	)	)	PUNCT
ajfa-1143	160	14	reported	report	VERB
ajfa-1143	160	15	that	that	SCONJ
ajfa-1143	160	16	they	they	PRON
ajfa-1143	160	17	were	be	AUX
ajfa-1143	160	18	aware	aware	ADJ
ajfa-1143	160	19	of	of	ADP
ajfa-1143	160	20	some	some	DET
ajfa-1143	160	21	changes	change	NOUN
ajfa-1143	160	22	being	be	AUX
ajfa-1143	160	23	made	make	VERB
ajfa-1143	160	24	as	as	ADP
ajfa-1143	160	25	a	a	DET
ajfa-1143	160	26	consequence	consequence	NOUN
ajfa-1143	160	27	of	of	ADP
ajfa-1143	160	28	action	action	NOUN
ajfa-1143	160	29	taken	take	VERB
ajfa-1143	160	30	through	through	ADP
ajfa-1143	160	31	the	the	DET
ajfa-1143	160	32	bank	bank	NOUN
ajfa-1143	160	33	assimilation	assimilation	NOUN
ajfa-1143	160	34	of	of	ADP
ajfa-1143	160	35	customer	customer	NOUN
ajfa-1143	160	36	comments	comment	NOUN
ajfa-1143	160	37	and	and	CCONJ
ajfa-1143	160	38	any	any	DET
ajfa-1143	160	39	consequent	consequent	ADJ
ajfa-1143	160	40	new	new	ADJ
ajfa-1143	160	41	ways	way	NOUN
ajfa-1143	160	42	of	of	ADP
ajfa-1143	160	43	building	build	VERB
ajfa-1143	160	44	relationships	relationship	NOUN
ajfa-1143	160	45	with	with	ADP
ajfa-1143	160	46	customers	customer	NOUN
ajfa-1143	160	47	(	(	PUNCT
ajfa-1143	160	48	trim	trim	VERB
ajfa-1143	160	49	and	and	CCONJ
ajfa-1143	160	50	lee	lee	PROPN
ajfa-1143	160	51	,	,	PUNCT
ajfa-1143	160	52	2006	2006	NUM
ajfa-1143	160	53	)	)	PUNCT
ajfa-1143	160	54	.	.	PUNCT
ajfa-1143	161	1	this	this	PRON
ajfa-1143	161	2	is	be	AUX
ajfa-1143	161	3	illustrated	illustrate	VERB
ajfa-1143	161	4	by	by	ADP
ajfa-1143	161	5	one	one	NUM
ajfa-1143	161	6	customer	customer	NOUN
ajfa-1143	161	7	(	(	PUNCT
ajfa-1143	161	8	c15	c15	PROPN
ajfa-1143	161	9	)	)	PUNCT
ajfa-1143	161	10	who	who	PRON
ajfa-1143	161	11	stated	state	VERB
ajfa-1143	161	12	...	...	PUNCT
ajfa-1143	161	13	certainly	certainly	ADV
ajfa-1143	161	14	there	there	PRON
ajfa-1143	161	15	was	be	VERB
ajfa-1143	161	16	[	[	X
ajfa-1143	161	17	improvements	improvement	NOUN
ajfa-1143	161	18	]	]	X
ajfa-1143	161	19	…	…	PUNCT
ajfa-1143	161	20	i	i	PRON
ajfa-1143	161	21	think	think	VERB
ajfa-1143	161	22	there	there	PRON
ajfa-1143	161	23	was	be	VERB
ajfa-1143	161	24	the	the	DET
ajfa-1143	161	25	extension	extension	NOUN
ajfa-1143	161	26	of	of	ADP
ajfa-1143	161	27	banking	banking	NOUN
ajfa-1143	161	28	times	time	NOUN
ajfa-1143	161	29	and	and	CCONJ
ajfa-1143	161	30	also	also	ADV
ajfa-1143	161	31	more	more	ADJ
ajfa-1143	161	32	atm	atm	ADJ
ajfa-1143	161	33	facilities	facility	NOUN
ajfa-1143	161	34	.	.	PUNCT
ajfa-1143	162	1	which	which	PRON
ajfa-1143	162	2	personally	personally	ADV
ajfa-1143	162	3	i	i	PRON
ajfa-1143	162	4	would	would	AUX
ajfa-1143	162	5	n't	not	PART
ajfa-1143	162	6	have	have	AUX
ajfa-1143	162	7	gone	go	VERB
ajfa-1143	162	8	for	for	ADV
ajfa-1143	162	9	,	,	PUNCT
ajfa-1143	162	10	but	but	CCONJ
ajfa-1143	162	11	i	i	PRON
ajfa-1143	162	12	think	think	VERB
ajfa-1143	162	13	some	some	DET
ajfa-1143	162	14	customers	customer	NOUN
ajfa-1143	162	15	would	would	AUX
ajfa-1143	162	16	have	have	AUX
ajfa-1143	162	17	found	find	VERB
ajfa-1143	162	18	it	it	PRON
ajfa-1143	162	19	to	to	PART
ajfa-1143	162	20	be	be	AUX
ajfa-1143	162	21	a	a	DET
ajfa-1143	162	22	good	good	ADJ
ajfa-1143	162	23	thing	thing	NOUN
ajfa-1143	162	24	.	.	PUNCT
ajfa-1143	163	1	another	another	DET
ajfa-1143	163	2	customer	customer	NOUN
ajfa-1143	163	3	(	(	PUNCT
ajfa-1143	163	4	c12	c12	PROPN
ajfa-1143	163	5	)	)	PUNCT
ajfa-1143	163	6	indicated	indicate	VERB
ajfa-1143	163	7	that	that	SCONJ
ajfa-1143	163	8	...	...	PUNCT
ajfa-1143	163	9	the	the	DET
ajfa-1143	163	10	bank	bank	NOUN
ajfa-1143	163	11	has	have	AUX
ajfa-1143	163	12	appeared	appear	VERB
ajfa-1143	163	13	to	to	PART
ajfa-1143	163	14	have	have	AUX
ajfa-1143	163	15	modified	modify	VERB
ajfa-1143	163	16	the	the	DET
ajfa-1143	163	17	product	product	NOUN
ajfa-1143	163	18	ranges	range	VERB
ajfa-1143	163	19	and	and	CCONJ
ajfa-1143	163	20	how	how	SCONJ
ajfa-1143	163	21	they	they	PRON
ajfa-1143	163	22	deal	deal	VERB
ajfa-1143	163	23	with	with	ADP
ajfa-1143	163	24	customers	customer	NOUN
ajfa-1143	163	25	once	once	ADV
ajfa-1143	163	26	or	or	CCONJ
ajfa-1143	163	27	twice	twice	ADV
ajfa-1143	163	28	.	.	PUNCT
ajfa-1143	164	1	i	i	PRON
ajfa-1143	164	2	do	do	AUX
ajfa-1143	164	3	n’t	not	PART
ajfa-1143	164	4	know	know	VERB
ajfa-1143	164	5	whether	whether	SCONJ
ajfa-1143	164	6	it	it	PRON
ajfa-1143	164	7	’s	’	VERB
ajfa-1143	164	8	our	our	PRON
ajfa-1143	164	9	job	job	NOUN
ajfa-1143	164	10	to	to	PART
ajfa-1143	164	11	tell	tell	VERB
ajfa-1143	164	12	the	the	DET
ajfa-1143	164	13	bank	bank	NOUN
ajfa-1143	164	14	what	what	PRON
ajfa-1143	164	15	they	they	PRON
ajfa-1143	164	16	should	should	AUX
ajfa-1143	164	17	do	do	VERB
ajfa-1143	164	18	they	they	PRON
ajfa-1143	164	19	are	be	AUX
ajfa-1143	164	20	the	the	DET
ajfa-1143	164	21	professionals	professional	NOUN
ajfa-1143	164	22	.	.	PUNCT
ajfa-1143	165	1	however	however	ADV
ajfa-1143	165	2	,	,	PUNCT
ajfa-1143	165	3	a	a	DET
ajfa-1143	165	4	significant	significant	ADJ
ajfa-1143	165	5	minority	minority	NOUN
ajfa-1143	165	6	of	of	ADP
ajfa-1143	165	7	customers	customer	NOUN
ajfa-1143	165	8	(	(	PUNCT
ajfa-1143	165	9	7	7	X
ajfa-1143	165	10	)	)	PUNCT
ajfa-1143	165	11	perceived	perceive	VERB
ajfa-1143	165	12	that	that	SCONJ
ajfa-1143	165	13	they	they	PRON
ajfa-1143	165	14	considered	consider	VERB
ajfa-1143	165	15	many	many	ADJ
ajfa-1143	165	16	of	of	ADP
ajfa-1143	165	17	the	the	DET
ajfa-1143	165	18	improvements	improvement	NOUN
ajfa-1143	165	19	as	as	ADP
ajfa-1143	165	20	superficial	superficial	ADJ
ajfa-1143	165	21	in	in	ADP
ajfa-1143	165	22	nature	nature	NOUN
ajfa-1143	165	23	,	,	PUNCT
ajfa-1143	165	24	leading	lead	VERB
ajfa-1143	165	25	to	to	ADP
ajfa-1143	165	26	an	an	DET
ajfa-1143	165	27	ineffective	ineffective	ADJ
ajfa-1143	165	28	unilateral	unilateral	ADJ
ajfa-1143	165	29	customer	customer	NOUN
ajfa-1143	165	30	development	development	NOUN
ajfa-1143	165	31	kahn	kahn	PROPN
ajfa-1143	165	32	(	(	PUNCT
ajfa-1143	165	33	1998	1998	NUM
ajfa-1143	165	34	)	)	PUNCT
ajfa-1143	165	35	.	.	PUNCT
ajfa-1143	166	1	this	this	PRON
ajfa-1143	166	2	was	be	AUX
ajfa-1143	166	3	revealed	reveal	VERB
ajfa-1143	166	4	by	by	ADP
ajfa-1143	166	5	one	one	NUM
ajfa-1143	166	6	customer	customer	NOUN
ajfa-1143	166	7	(	(	PUNCT
ajfa-1143	166	8	c7	c7	PROPN
ajfa-1143	166	9	)	)	PUNCT
ajfa-1143	166	10	who	who	PRON
ajfa-1143	166	11	stated	state	VERB
ajfa-1143	166	12	that	that	SCONJ
ajfa-1143	166	13	...	...	PUNCT
ajfa-1143	166	14	most	most	ADJ
ajfa-1143	166	15	of	of	ADP
ajfa-1143	166	16	the	the	DET
ajfa-1143	166	17	changes	change	NOUN
ajfa-1143	166	18	are	be	AUX
ajfa-1143	166	19	related	relate	VERB
ajfa-1143	166	20	to	to	ADP
ajfa-1143	166	21	administration	administration	NOUN
ajfa-1143	166	22	.	.	PUNCT
ajfa-1143	167	1	very	very	ADV
ajfa-1143	167	2	few	few	ADJ
ajfa-1143	167	3	relate	relate	NOUN
ajfa-1143	167	4	to	to	ADP
ajfa-1143	167	5	the	the	DET
ajfa-1143	167	6	service	service	NOUN
ajfa-1143	167	7	process	process	NOUN
ajfa-1143	167	8	or	or	CCONJ
ajfa-1143	167	9	address	address	NOUN
ajfa-1143	167	10	staff	staff	NOUN
ajfa-1143	167	11	weaknesses	weakness	NOUN
ajfa-1143	167	12	.	.	PUNCT
ajfa-1143	168	1	they	they	PRON
ajfa-1143	168	2	still	still	ADV
ajfa-1143	168	3	behave	behave	VERB
ajfa-1143	168	4	in	in	ADP
ajfa-1143	168	5	the	the	DET
ajfa-1143	168	6	same	same	ADJ
ajfa-1143	168	7	way	way	NOUN
ajfa-1143	168	8	as	as	ADP
ajfa-1143	168	9	before	before	ADV
ajfa-1143	168	10	.	.	PUNCT
ajfa-1143	169	1	a	a	DET
ajfa-1143	169	2	minority	minority	NOUN
ajfa-1143	169	3	of	of	ADP
ajfa-1143	169	4	customers	customer	NOUN
ajfa-1143	169	5	(	(	PUNCT
ajfa-1143	169	6	5	5	X
ajfa-1143	169	7	)	)	PUNCT
ajfa-1143	169	8	do	do	AUX
ajfa-1143	169	9	not	not	PART
ajfa-1143	169	10	perceive	perceive	VERB
ajfa-1143	169	11	any	any	DET
ajfa-1143	169	12	changes	change	NOUN
ajfa-1143	169	13	to	to	ADP
ajfa-1143	169	14	the	the	DET
ajfa-1143	169	15	service	service	NOUN
ajfa-1143	169	16	delivery	delivery	NOUN
ajfa-1143	169	17	element	element	NOUN
ajfa-1143	169	18	and	and	CCONJ
ajfa-1143	169	19	this	this	PRON
ajfa-1143	169	20	is	be	AUX
ajfa-1143	169	21	typified	typify	VERB
ajfa-1143	169	22	by	by	ADP
ajfa-1143	169	23	one	one	NUM
ajfa-1143	169	24	customer	customer	NOUN
ajfa-1143	169	25	(	(	PUNCT
ajfa-1143	169	26	c6	c6	PROPN
ajfa-1143	169	27	)	)	PUNCT
ajfa-1143	169	28	who	who	PRON
ajfa-1143	169	29	stated	state	VERB
ajfa-1143	169	30	...	...	PUNCT
ajfa-1143	169	31	have	have	VERB
ajfa-1143	169	32	they	they	PRON
ajfa-1143	169	33	?	?	PUNCT
ajfa-1143	170	1	i	i	PRON
ajfa-1143	170	2	’ve	’ve	AUX
ajfa-1143	170	3	not	not	PART
ajfa-1143	170	4	seen	see	VERB
ajfa-1143	170	5	this	this	PRON
ajfa-1143	170	6	.	.	PUNCT
ajfa-1143	171	1	this	this	PRON
ajfa-1143	171	2	may	may	AUX
ajfa-1143	171	3	be	be	AUX
ajfa-1143	171	4	seen	see	VERB
ajfa-1143	171	5	as	as	ADP
ajfa-1143	171	6	raising	raise	VERB
ajfa-1143	171	7	an	an	DET
ajfa-1143	171	8	issue	issue	NOUN
ajfa-1143	171	9	if	if	SCONJ
ajfa-1143	171	10	changes	change	NOUN
ajfa-1143	171	11	are	be	AUX
ajfa-1143	171	12	made	make	VERB
ajfa-1143	171	13	to	to	PART
ajfa-1143	171	14	service	service	NOUN
ajfa-1143	171	15	provision	provision	NOUN
ajfa-1143	171	16	how	how	SCONJ
ajfa-1143	171	17	are	be	AUX
ajfa-1143	171	18	these	these	DET
ajfa-1143	171	19	changes	change	NOUN
ajfa-1143	171	20	communicated	communicate	VERB
ajfa-1143	171	21	to	to	ADP
ajfa-1143	171	22	customers	customer	NOUN
ajfa-1143	171	23	?	?	PUNCT
ajfa-1143	172	1	many	many	ADJ
ajfa-1143	172	2	customers	customer	NOUN
ajfa-1143	172	3	(	(	PUNCT
ajfa-1143	172	4	6	6	NUM
ajfa-1143	172	5	)	)	PUNCT
ajfa-1143	172	6	appeared	appear	VERB
ajfa-1143	172	7	to	to	PART
ajfa-1143	172	8	find	find	VERB
ajfa-1143	172	9	the	the	DET
ajfa-1143	172	10	evaluation	evaluation	NOUN
ajfa-1143	172	11	process	process	NOUN
ajfa-1143	172	12	useful	useful	ADJ
ajfa-1143	172	13	.	.	PUNCT
ajfa-1143	173	1	this	this	PRON
ajfa-1143	173	2	is	be	AUX
ajfa-1143	173	3	illustrated	illustrate	VERB
ajfa-1143	173	4	by	by	ADP
ajfa-1143	173	5	one	one	NUM
ajfa-1143	173	6	customer	customer	NOUN
ajfa-1143	173	7	(	(	PUNCT
ajfa-1143	173	8	c13	c13	PROPN
ajfa-1143	173	9	)	)	PUNCT
ajfa-1143	173	10	who	who	PRON
ajfa-1143	173	11	stated	state	VERB
ajfa-1143	173	12	that	that	SCONJ
ajfa-1143	173	13	…	…	PUNCT
ajfa-1143	173	14	i	i	PRON
ajfa-1143	173	15	think	think	VERB
ajfa-1143	173	16	it	it	PRON
ajfa-1143	173	17	's	be	AUX
ajfa-1143	173	18	useful	useful	ADJ
ajfa-1143	173	19	in	in	ADP
ajfa-1143	173	20	a	a	DET
ajfa-1143	173	21	couple	couple	NOUN
ajfa-1143	173	22	of	of	ADP
ajfa-1143	173	23	ways	way	NOUN
ajfa-1143	173	24	.	.	PUNCT
ajfa-1143	174	1	one	one	NUM
ajfa-1143	174	2	that	that	PRON
ajfa-1143	174	3	,	,	PUNCT
ajfa-1143	174	4	i	i	PRON
ajfa-1143	174	5	think	think	VERB
ajfa-1143	174	6	it	it	PRON
ajfa-1143	174	7	's	be	AUX
ajfa-1143	174	8	good	good	ADJ
ajfa-1143	174	9	to	to	PART
ajfa-1143	174	10	be	be	AUX
ajfa-1143	174	11	reflective	reflective	ADJ
ajfa-1143	174	12	at	at	ADP
ajfa-1143	174	13	the	the	DET
ajfa-1143	174	14	end	end	NOUN
ajfa-1143	174	15	of	of	ADP
ajfa-1143	174	16	a	a	DET
ajfa-1143	174	17	discussion	discussion	NOUN
ajfa-1143	174	18	with	with	ADP
ajfa-1143	174	19	staff	staff	NOUN
ajfa-1143	174	20	about	about	ADP
ajfa-1143	174	21	your	your	PRON
ajfa-1143	174	22	problems	problem	NOUN
ajfa-1143	174	23	and	and	CCONJ
ajfa-1143	174	24	how	how	SCONJ
ajfa-1143	174	25	they	they	PRON
ajfa-1143	174	26	can	can	AUX
ajfa-1143	174	27	help	help	VERB
ajfa-1143	174	28	solve	solve	VERB
ajfa-1143	174	29	them	they	PRON
ajfa-1143	174	30	.	.	PUNCT
ajfa-1143	175	1	and	and	CCONJ
ajfa-1143	175	2	secondly	secondly	ADV
ajfa-1143	175	3	,	,	PUNCT
ajfa-1143	175	4	that	that	SCONJ
ajfa-1143	175	5	one	one	PRON
ajfa-1143	175	6	hopes	hope	VERB
ajfa-1143	175	7	that	that	SCONJ
ajfa-1143	175	8	points	point	NOUN
ajfa-1143	175	9	will	will	AUX
ajfa-1143	175	10	influence	influence	VERB
ajfa-1143	175	11	the	the	DET
ajfa-1143	175	12	future	future	ADJ
ajfa-1143	175	13	bank	bank	NOUN
ajfa-1143	175	14	customer	customer	NOUN
ajfa-1143	175	15	strategy	strategy	NOUN
ajfa-1143	175	16	.	.	PUNCT
ajfa-1143	176	1	however	however	ADV
ajfa-1143	176	2	,	,	PUNCT
ajfa-1143	176	3	another	another	DET
ajfa-1143	176	4	customer	customer	NOUN
ajfa-1143	176	5	(	(	PUNCT
ajfa-1143	176	6	c17	c17	NOUN
ajfa-1143	176	7	)	)	PUNCT
ajfa-1143	176	8	responded	respond	VERB
ajfa-1143	176	9	…	…	PUNCT
ajfa-1143	176	10	well	well	INTJ
ajfa-1143	176	11	it	it	PRON
ajfa-1143	176	12	was	be	AUX
ajfa-1143	176	13	the	the	DET
ajfa-1143	176	14	only	only	ADJ
ajfa-1143	176	15	one	one	NUM
ajfa-1143	177	1	[	[	X
ajfa-1143	177	2	bank	bank	NOUN
ajfa-1143	177	3	]	]	PUNCT
ajfa-1143	177	4	that	that	SCONJ
ajfa-1143	177	5	i	i	PRON
ajfa-1143	177	6	use	use	VERB
ajfa-1143	177	7	–	–	PUNCT
ajfa-1143	177	8	nothing	nothing	PRON
ajfa-1143	177	9	changes	change	VERB
ajfa-1143	177	10	really	really	ADV
ajfa-1143	177	11	.	.	PUNCT
ajfa-1143	178	1	some	some	DET
ajfa-1143	178	2	customers	customer	NOUN
ajfa-1143	178	3	(	(	PUNCT
ajfa-1143	178	4	3	3	X
ajfa-1143	178	5	)	)	PUNCT
ajfa-1143	178	6	perceived	perceive	VERB
ajfa-1143	178	7	that	that	SCONJ
ajfa-1143	178	8	there	there	PRON
ajfa-1143	178	9	were	be	VERB
ajfa-1143	178	10	problems	problem	NOUN
ajfa-1143	178	11	with	with	ADP
ajfa-1143	178	12	the	the	DET
ajfa-1143	178	13	evaluation	evaluation	NOUN
ajfa-1143	178	14	form	form	NOUN
ajfa-1143	178	15	in	in	ADP
ajfa-1143	178	16	its	its	PRON
ajfa-1143	178	17	present	present	ADJ
ajfa-1143	178	18	state	state	NOUN
ajfa-1143	178	19	and	and	CCONJ
ajfa-1143	178	20	this	this	PRON
ajfa-1143	178	21	is	be	AUX
ajfa-1143	178	22	illustrated	illustrate	VERB
ajfa-1143	178	23	by	by	ADP
ajfa-1143	178	24	one	one	NUM
ajfa-1143	178	25	customer	customer	NOUN
ajfa-1143	178	26	(	(	PUNCT
ajfa-1143	178	27	c2	c2	PROPN
ajfa-1143	178	28	)	)	PUNCT
ajfa-1143	178	29	who	who	PRON
ajfa-1143	178	30	indicated	indicate	VERB
ajfa-1143	178	31	that	that	SCONJ
ajfa-1143	178	32	…	…	PUNCT
ajfa-1143	178	33	because	because	SCONJ
ajfa-1143	178	34	they	they	PRON
ajfa-1143	178	35	ask	ask	VERB
ajfa-1143	178	36	you	you	PRON
ajfa-1143	178	37	to	to	PART
ajfa-1143	178	38	comment	comment	VERB
ajfa-1143	178	39	on	on	ADP
ajfa-1143	178	40	the	the	DET
ajfa-1143	178	41	whole	whole	ADJ
ajfa-1143	178	42	banking	banking	NOUN
ajfa-1143	178	43	experience	experience	NOUN
ajfa-1143	178	44	,	,	PUNCT
ajfa-1143	178	45	i	i	PRON
ajfa-1143	178	46	actually	actually	ADV
ajfa-1143	178	47	found	find	VERB
ajfa-1143	178	48	that	that	SCONJ
ajfa-1143	178	49	very	very	ADV
ajfa-1143	178	50	hard	hard	ADV
ajfa-1143	178	51	.	.	PUNCT
ajfa-1143	179	1	because	because	SCONJ
ajfa-1143	179	2	i	i	PRON
ajfa-1143	179	3	want	want	VERB
ajfa-1143	179	4	to	to	PART
ajfa-1143	179	5	distinguish	distinguish	VERB
ajfa-1143	179	6	between	between	ADP
ajfa-1143	179	7	different	different	ADJ
ajfa-1143	179	8	situations	situation	NOUN
ajfa-1143	179	9	and	and	CCONJ
ajfa-1143	179	10	different	different	ADJ
ajfa-1143	179	11	people	people	NOUN
ajfa-1143	179	12	and	and	CCONJ
ajfa-1143	179	13	that	that	PRON
ajfa-1143	179	14	's	be	AUX
ajfa-1143	179	15	not	not	PART
ajfa-1143	179	16	always	always	ADV
ajfa-1143	179	17	possible	possible	ADJ
ajfa-1143	179	18	.	.	PUNCT
ajfa-1143	180	1	a	a	DET
ajfa-1143	180	2	small	small	ADJ
ajfa-1143	180	3	minority	minority	NOUN
ajfa-1143	180	4	(	(	PUNCT
ajfa-1143	180	5	4	4	NUM
ajfa-1143	180	6	)	)	PUNCT
ajfa-1143	180	7	voiced	voice	VERB
ajfa-1143	180	8	the	the	DET
ajfa-1143	180	9	opinion	opinion	NOUN
ajfa-1143	180	10	that	that	SCONJ
ajfa-1143	180	11	customers	customer	NOUN
ajfa-1143	180	12	do	do	AUX
ajfa-1143	180	13	n't	not	PART
ajfa-1143	180	14	complete	complete	VERB
ajfa-1143	180	15	the	the	DET
ajfa-1143	180	16	evaluation	evaluation	NOUN
ajfa-1143	180	17	forms	form	NOUN
ajfa-1143	180	18	at	at	ADV
ajfa-1143	180	19	all	all	ADV
ajfa-1143	180	20	because	because	SCONJ
ajfa-1143	180	21	the	the	DET
ajfa-1143	180	22	bank	bank	NOUN
ajfa-1143	180	23	management	management	NOUN
ajfa-1143	180	24	may	may	AUX
ajfa-1143	180	25	not	not	PART
ajfa-1143	180	26	respond	respond	VERB
ajfa-1143	180	27	to	to	ADP
ajfa-1143	180	28	any	any	DET
ajfa-1143	180	29	future	future	ADJ
ajfa-1143	180	30	loan	loan	NOUN
ajfa-1143	180	31	favourably	favourably	ADV
ajfa-1143	180	32	–	–	PUNCT
ajfa-1143	180	33	especially	especially	ADV
ajfa-1143	180	34	if	if	SCONJ
ajfa-1143	180	35	they	they	PRON
ajfa-1143	180	36	are	be	AUX
ajfa-1143	180	37	negative	negative	ADJ
ajfa-1143	180	38	about	about	ADP
ajfa-1143	180	39	a	a	DET
ajfa-1143	180	40	particular	particular	ADJ
ajfa-1143	180	41	service	service	NOUN
ajfa-1143	180	42	offering	offering	NOUN
ajfa-1143	180	43	.	.	PUNCT
ajfa-1143	181	1	as	as	ADP
ajfa-1143	181	2	a	a	DET
ajfa-1143	181	3	consequence	consequence	NOUN
ajfa-1143	181	4	,	,	PUNCT
ajfa-1143	181	5	some	some	DET
ajfa-1143	181	6	customers	customer	NOUN
ajfa-1143	181	7	(	(	PUNCT
ajfa-1143	181	8	3	3	X
ajfa-1143	181	9	)	)	PUNCT
ajfa-1143	181	10	appeared	appear	VERB
ajfa-1143	181	11	to	to	PART
ajfa-1143	181	12	make	make	VERB
ajfa-1143	181	13	a	a	DET
ajfa-1143	181	14	personal	personal	ADJ
ajfa-1143	181	15	choice	choice	NOUN
ajfa-1143	181	16	of	of	ADP
ajfa-1143	181	17	not	not	PART
ajfa-1143	181	18	taking	take	VERB
ajfa-1143	181	19	their	their	PRON
ajfa-1143	181	20	opportunity	opportunity	NOUN
ajfa-1143	181	21	to	to	PART
ajfa-1143	181	22	make	make	VERB
ajfa-1143	181	23	written	write	VERB
ajfa-1143	181	24	or	or	CCONJ
ajfa-1143	181	25	verbal	verbal	ADJ
ajfa-1143	181	26	comments	comment	NOUN
ajfa-1143	181	27	.	.	PUNCT
ajfa-1143	182	1	this	this	DET
ajfa-1143	182	2	point	point	NOUN
ajfa-1143	182	3	is	be	AUX
ajfa-1143	182	4	illustrated	illustrate	VERB
ajfa-1143	182	5	by	by	ADP
ajfa-1143	182	6	one	one	NUM
ajfa-1143	182	7	customer	customer	NOUN
ajfa-1143	182	8	(	(	PUNCT
ajfa-1143	182	9	c9	c9	NOUN
ajfa-1143	182	10	)	)	PUNCT
ajfa-1143	182	11	who	who	PRON
ajfa-1143	182	12	stated	state	VERB
ajfa-1143	182	13	...	...	PUNCT
ajfa-1143	182	14	what	what	PRON
ajfa-1143	182	15	's	be	AUX
ajfa-1143	182	16	the	the	DET
ajfa-1143	182	17	point	point	NOUN
ajfa-1143	182	18	;	;	PUNCT
ajfa-1143	182	19	nothing	nothing	PRON
ajfa-1143	182	20	will	will	AUX
ajfa-1143	182	21	really	really	ADV
ajfa-1143	182	22	change	change	VERB
ajfa-1143	182	23	,	,	PUNCT
ajfa-1143	182	24	will	will	AUX
ajfa-1143	182	25	it	it	PRON
ajfa-1143	182	26	?	?	PUNCT
ajfa-1143	183	1	and	and	CCONJ
ajfa-1143	183	2	i	i	PRON
ajfa-1143	183	3	do	do	AUX
ajfa-1143	183	4	n’t	not	PART
ajfa-1143	183	5	want	want	VERB
ajfa-1143	183	6	to	to	PART
ajfa-1143	183	7	risk	risk	VERB
ajfa-1143	183	8	my	my	PRON
ajfa-1143	183	9	loan	loan	NOUN
ajfa-1143	183	10	application	application	NOUN
ajfa-1143	183	11	.	.	PUNCT
ajfa-1143	184	1	this	this	PRON
ajfa-1143	184	2	is	be	AUX
ajfa-1143	184	3	a	a	DET
ajfa-1143	184	4	situation	situation	NOUN
ajfa-1143	184	5	of	of	ADP
ajfa-1143	184	6	concern	concern	NOUN
ajfa-1143	184	7	,	,	PUNCT
ajfa-1143	184	8	as	as	SCONJ
ajfa-1143	184	9	this	this	PRON
ajfa-1143	184	10	focuses	focus	VERB
ajfa-1143	184	11	in	in	ADP
ajfa-1143	184	12	on	on	ADP
ajfa-1143	184	13	matters	matter	NOUN
ajfa-1143	184	14	of	of	ADP
ajfa-1143	184	15	trust	trust	NOUN
ajfa-1143	184	16	and	and	CCONJ
ajfa-1143	184	17	organisational	organisational	ADJ
ajfa-1143	184	18	policy	policy	NOUN
ajfa-1143	184	19	.	.	PUNCT
ajfa-1143	185	1	personnel	personnel	NOUN
ajfa-1143	185	2	characteristics	characteristic	NOUN
ajfa-1143	185	3	many	many	ADJ
ajfa-1143	185	4	customers	customer	NOUN
ajfa-1143	185	5	(	(	PUNCT
ajfa-1143	185	6	9	9	NUM
ajfa-1143	185	7	)	)	PUNCT
ajfa-1143	185	8	appeared	appear	VERB
ajfa-1143	185	9	to	to	PART
ajfa-1143	185	10	portray	portray	VERB
ajfa-1143	185	11	what	what	PRON
ajfa-1143	185	12	characteristics	characteristic	NOUN
ajfa-1143	185	13	of	of	ADP
ajfa-1143	185	14	good	good	ADJ
ajfa-1143	185	15	staff	staff	NOUN
ajfa-1143	185	16	that	that	PRON
ajfa-1143	185	17	they	they	PRON
ajfa-1143	185	18	thought	think	VERB
ajfa-1143	185	19	were	be	AUX
ajfa-1143	185	20	useful	useful	ADJ
ajfa-1143	185	21	and	and	CCONJ
ajfa-1143	185	22	valuable	valuable	ADJ
ajfa-1143	185	23	,	,	PUNCT
ajfa-1143	185	24	as	as	SCONJ
ajfa-1143	185	25	staff	staff	NOUN
ajfa-1143	185	26	has	have	AUX
ajfa-1143	185	27	been	be	AUX
ajfa-1143	185	28	found	find	VERB
ajfa-1143	185	29	to	to	PART
ajfa-1143	185	30	influence	influence	VERB
ajfa-1143	185	31	the	the	DET
ajfa-1143	185	32	quality	quality	NOUN
ajfa-1143	185	33	and	and	CCONJ
ajfa-1143	185	34	delivery	delivery	NOUN
ajfa-1143	185	35	of	of	ADP
ajfa-1143	185	36	products	product	NOUN
ajfa-1143	185	37	and	and	CCONJ
ajfa-1143	185	38	services	service	NOUN
ajfa-1143	185	39	to	to	ADP
ajfa-1143	185	40	external	external	ADJ
ajfa-1143	185	41	customers	customer	NOUN
ajfa-1143	185	42	(	(	PUNCT
ajfa-1143	185	43	zeithaml	zeithaml	PROPN
ajfa-1143	185	44	et	et	PROPN
ajfa-1143	185	45	al	al	PROPN
ajfa-1143	185	46	.	.	PROPN
ajfa-1143	185	47	,	,	PUNCT
ajfa-1143	185	48	1990	1990	NUM
ajfa-1143	185	49	;	;	PUNCT
ajfa-1143	185	50	and	and	CCONJ
ajfa-1143	185	51	schneider	schneider	NOUN
ajfa-1143	185	52	and	and	CCONJ
ajfa-1143	185	53	bowen	bowen	PROPN
ajfa-1143	185	54	,	,	PUNCT
ajfa-1143	185	55	1995	1995	NUM
ajfa-1143	185	56	)	)	PUNCT
ajfa-1143	185	57	.	.	PUNCT
ajfa-1143	186	1	however	however	ADV
ajfa-1143	186	2	,	,	PUNCT
ajfa-1143	186	3	there	there	PRON
ajfa-1143	186	4	was	be	VERB
ajfa-1143	186	5	a	a	DET
ajfa-1143	186	6	minority	minority	NOUN
ajfa-1143	186	7	(	(	PUNCT
ajfa-1143	186	8	4	4	NUM
ajfa-1143	186	9	)	)	PUNCT
ajfa-1143	186	10	who	who	PRON
ajfa-1143	186	11	did	do	AUX
ajfa-1143	186	12	not	not	PART
ajfa-1143	186	13	have	have	VERB
ajfa-1143	186	14	an	an	DET
ajfa-1143	186	15	opinion	opinion	NOUN
ajfa-1143	186	16	asian	asian	ADJ
ajfa-1143	186	17	journal	journal	NOUN
ajfa-1143	186	18	of	of	ADP
ajfa-1143	186	19	finance	finance	PROPN
ajfa-1143	186	20	&	&	CCONJ
ajfa-1143	186	21	accounting	accounting	PROPN
ajfa-1143	186	22	issn	issn	PROPN
ajfa-1143	186	23	1946	1946	NUM
ajfa-1143	186	24	-	-	PUNCT
ajfa-1143	186	25	052x	052x	NOUN
ajfa-1143	186	26	2012	2012	NUM
ajfa-1143	186	27	,	,	PUNCT
ajfa-1143	186	28	vol	vol	NOUN
ajfa-1143	186	29	.	.	PROPN
ajfa-1143	186	30	4	4	NUM
ajfa-1143	186	31	,	,	PUNCT
ajfa-1143	186	32	no	no	INTJ
ajfa-1143	186	33	.	.	NOUN
ajfa-1143	186	34	1	1	NUM
ajfa-1143	186	35	www.macrothink.org/ajfa	www.macrothink.org/ajfa	NOUN
ajfa-1143	186	36	35	35	NUM
ajfa-1143	186	37	even	even	ADV
ajfa-1143	186	38	when	when	SCONJ
ajfa-1143	186	39	urged	urge	VERB
ajfa-1143	186	40	.	.	PUNCT
ajfa-1143	187	1	of	of	ADP
ajfa-1143	187	2	the	the	DET
ajfa-1143	187	3	customer	customer	NOUN
ajfa-1143	187	4	opinions	opinion	NOUN
ajfa-1143	187	5	that	that	PRON
ajfa-1143	187	6	were	be	AUX
ajfa-1143	187	7	vocalised	vocalise	VERB
ajfa-1143	187	8	,	,	PUNCT
ajfa-1143	187	9	and	and	CCONJ
ajfa-1143	187	10	typified	typify	VERB
ajfa-1143	187	11	by	by	ADP
ajfa-1143	187	12	one	one	NUM
ajfa-1143	187	13	customer	customer	NOUN
ajfa-1143	187	14	(	(	PUNCT
ajfa-1143	187	15	c10	c10	PROPN
ajfa-1143	187	16	)	)	PUNCT
ajfa-1143	187	17	who	who	PRON
ajfa-1143	187	18	stated	state	VERB
ajfa-1143	187	19	...	...	PUNCT
ajfa-1143	188	1	i	i	PRON
ajfa-1143	188	2	think	think	VERB
ajfa-1143	188	3	clarity	clarity	NOUN
ajfa-1143	188	4	in	in	ADP
ajfa-1143	188	5	the	the	DET
ajfa-1143	188	6	interaction	interaction	NOUN
ajfa-1143	188	7	between	between	ADP
ajfa-1143	188	8	the	the	DET
ajfa-1143	188	9	customer	customer	NOUN
ajfa-1143	188	10	and	and	CCONJ
ajfa-1143	188	11	the	the	DET
ajfa-1143	188	12	staff	staff	NOUN
ajfa-1143	188	13	.	.	PUNCT
ajfa-1143	189	1	somebody	somebody	PRON
ajfa-1143	189	2	who	who	PRON
ajfa-1143	189	3	has	have	VERB
ajfa-1143	189	4	a	a	DET
ajfa-1143	189	5	clear	clear	ADJ
ajfa-1143	189	6	idea	idea	NOUN
ajfa-1143	189	7	of	of	ADP
ajfa-1143	189	8	what	what	PRON
ajfa-1143	189	9	customers	customer	NOUN
ajfa-1143	189	10	need	need	VERB
ajfa-1143	189	11	and	and	CCONJ
ajfa-1143	189	12	how	how	SCONJ
ajfa-1143	189	13	to	to	PART
ajfa-1143	189	14	solve	solve	VERB
ajfa-1143	189	15	their	their	PRON
ajfa-1143	189	16	problems	problem	NOUN
ajfa-1143	189	17	as	as	ADV
ajfa-1143	189	18	well	well	ADV
ajfa-1143	189	19	as	as	ADP
ajfa-1143	189	20	having	have	VERB
ajfa-1143	189	21	time	time	NOUN
ajfa-1143	189	22	to	to	PART
ajfa-1143	189	23	talk	talk	VERB
ajfa-1143	189	24	.	.	PUNCT
ajfa-1143	190	1	for	for	ADP
ajfa-1143	190	2	these	these	DET
ajfa-1143	190	3	customers	customer	NOUN
ajfa-1143	190	4	it	it	PRON
ajfa-1143	190	5	was	be	AUX
ajfa-1143	190	6	clear	clear	ADJ
ajfa-1143	190	7	from	from	ADP
ajfa-1143	190	8	the	the	DET
ajfa-1143	190	9	evidence	evidence	NOUN
ajfa-1143	190	10	that	that	SCONJ
ajfa-1143	190	11	they	they	PRON
ajfa-1143	190	12	wanted	want	VERB
ajfa-1143	190	13	a	a	DET
ajfa-1143	190	14	more	more	ADV
ajfa-1143	190	15	relaxed	relaxed	ADJ
ajfa-1143	190	16	style	style	NOUN
ajfa-1143	190	17	of	of	ADP
ajfa-1143	190	18	interaction	interaction	NOUN
ajfa-1143	190	19	with	with	ADP
ajfa-1143	190	20	more	more	ADJ
ajfa-1143	190	21	interaction	interaction	NOUN
ajfa-1143	190	22	rather	rather	ADV
ajfa-1143	190	23	than	than	ADP
ajfa-1143	190	24	a	a	DET
ajfa-1143	190	25	serious	serious	ADJ
ajfa-1143	190	26	,	,	PUNCT
ajfa-1143	190	27	bureaucratic	bureaucratic	ADJ
ajfa-1143	190	28	administration	administration	NOUN
ajfa-1143	190	29	type	type	NOUN
ajfa-1143	190	30	process	process	NOUN
ajfa-1143	190	31	.	.	PUNCT
ajfa-1143	191	1	this	this	PRON
ajfa-1143	191	2	appears	appear	VERB
ajfa-1143	191	3	to	to	PART
ajfa-1143	191	4	corroborate	corroborate	VERB
ajfa-1143	191	5	an	an	DET
ajfa-1143	191	6	outcome	outcome	NOUN
ajfa-1143	191	7	from	from	ADP
ajfa-1143	191	8	newman	newman	PROPN
ajfa-1143	191	9	(	(	PUNCT
ajfa-1143	191	10	2001	2001	NUM
ajfa-1143	191	11	)	)	PUNCT
ajfa-1143	191	12	;	;	PUNCT
ajfa-1143	191	13	and	and	CCONJ
ajfa-1143	191	14	geyskens	geysken	NOUN
ajfa-1143	191	15	,	,	PUNCT
ajfa-1143	191	16	steenkamp	steenkamp	NOUN
ajfa-1143	191	17	and	and	CCONJ
ajfa-1143	191	18	kumar	kumar	PROPN
ajfa-1143	191	19	(	(	PUNCT
ajfa-1143	191	20	1999	1999	NUM
ajfa-1143	191	21	)	)	PUNCT
ajfa-1143	191	22	.	.	PUNCT
ajfa-1143	192	1	another	another	DET
ajfa-1143	192	2	customer	customer	NOUN
ajfa-1143	192	3	(	(	PUNCT
ajfa-1143	192	4	c4	c4	NOUN
ajfa-1143	192	5	)	)	PUNCT
ajfa-1143	192	6	further	far	ADV
ajfa-1143	192	7	suggested	suggest	VERB
ajfa-1143	192	8	that	that	SCONJ
ajfa-1143	192	9	...	...	PUNCT
ajfa-1143	193	1	i	i	PRON
ajfa-1143	193	2	think	think	VERB
ajfa-1143	193	3	,	,	PUNCT
ajfa-1143	193	4	a	a	DET
ajfa-1143	193	5	sense	sense	NOUN
ajfa-1143	193	6	of	of	ADP
ajfa-1143	193	7	humour	humour	NOUN
ajfa-1143	193	8	is	be	AUX
ajfa-1143	193	9	important	important	ADJ
ajfa-1143	193	10	,	,	PUNCT
ajfa-1143	193	11	it	it	PRON
ajfa-1143	193	12	helps	help	VERB
ajfa-1143	193	13	to	to	PART
ajfa-1143	193	14	keep	keep	VERB
ajfa-1143	193	15	you	you	PRON
ajfa-1143	193	16	interested	interested	ADJ
ajfa-1143	193	17	.	.	PUNCT
ajfa-1143	194	1	one	one	NUM
ajfa-1143	194	2	customer	customer	NOUN
ajfa-1143	194	3	(	(	PUNCT
ajfa-1143	194	4	c6	c6	PROPN
ajfa-1143	194	5	)	)	PUNCT
ajfa-1143	194	6	submitted	submit	VERB
ajfa-1143	194	7	that	that	PRON
ajfa-1143	194	8	...	...	PUNCT
ajfa-1143	195	1	i	i	PRON
ajfa-1143	195	2	'm	be	AUX
ajfa-1143	195	3	sure	sure	ADJ
ajfa-1143	195	4	no.1	no.1	VERB
ajfa-1143	195	5	for	for	ADP
ajfa-1143	195	6	me	i	PRON
ajfa-1143	195	7	is	be	AUX
ajfa-1143	195	8	that	that	SCONJ
ajfa-1143	195	9	they	they	PRON
ajfa-1143	195	10	've	have	AUX
ajfa-1143	195	11	got	get	VERB
ajfa-1143	195	12	to	to	PART
ajfa-1143	195	13	have	have	VERB
ajfa-1143	195	14	some	some	DET
ajfa-1143	195	15	sort	sort	NOUN
ajfa-1143	195	16	of	of	ADP
ajfa-1143	195	17	confidence	confidence	NOUN
ajfa-1143	195	18	which	which	PRON
ajfa-1143	195	19	has	have	VERB
ajfa-1143	195	20	something	something	PRON
ajfa-1143	195	21	to	to	PART
ajfa-1143	195	22	do	do	VERB
ajfa-1143	195	23	with	with	ADP
ajfa-1143	195	24	thoroughness	thoroughness	NOUN
ajfa-1143	195	25	and	and	CCONJ
ajfa-1143	195	26	preparation	preparation	NOUN
ajfa-1143	195	27	i	i	PRON
ajfa-1143	195	28	suspect	suspect	VERB
ajfa-1143	195	29	[	[	X
ajfa-1143	195	30	laughter	laughter	X
ajfa-1143	195	31	]	]	PUNCT
ajfa-1143	195	32	.	.	PUNCT
ajfa-1143	196	1	they	they	PRON
ajfa-1143	196	2	have	have	AUX
ajfa-1143	196	3	got	get	VERB
ajfa-1143	196	4	to	to	PART
ajfa-1143	196	5	have	have	VERB
ajfa-1143	196	6	some	some	DET
ajfa-1143	196	7	substance	substance	NOUN
ajfa-1143	196	8	as	as	ADV
ajfa-1143	196	9	well	well	ADV
ajfa-1143	196	10	.	.	PUNCT
ajfa-1143	197	1	they	they	PRON
ajfa-1143	197	2	ca	can	AUX
ajfa-1143	197	3	n't	not	PART
ajfa-1143	197	4	just	just	ADV
ajfa-1143	197	5	ca	can	AUX
ajfa-1143	197	6	n’t	not	PART
ajfa-1143	197	7	offer	offer	VERB
ajfa-1143	197	8	new	new	ADJ
ajfa-1143	197	9	things	thing	NOUN
ajfa-1143	197	10	without	without	ADP
ajfa-1143	197	11	any	any	DET
ajfa-1143	197	12	knowing	know	VERB
ajfa-1143	197	13	what	what	PRON
ajfa-1143	197	14	i	i	PRON
ajfa-1143	197	15	want	want	VERB
ajfa-1143	197	16	.	.	PUNCT
ajfa-1143	198	1	many	many	ADJ
ajfa-1143	198	2	customers	customer	NOUN
ajfa-1143	198	3	(	(	PUNCT
ajfa-1143	198	4	8)	8)	NUM
ajfa-1143	198	5	made	make	VERB
ajfa-1143	198	6	comments	comment	NOUN
ajfa-1143	198	7	on	on	ADP
ajfa-1143	198	8	what	what	PRON
ajfa-1143	198	9	they	they	PRON
ajfa-1143	198	10	saw	see	VERB
ajfa-1143	198	11	as	as	ADP
ajfa-1143	198	12	a	a	DET
ajfa-1143	198	13	representative	representative	NOUN
ajfa-1143	198	14	of	of	ADP
ajfa-1143	198	15	poor	poor	ADJ
ajfa-1143	198	16	staff	staff	NOUN
ajfa-1143	198	17	interactions	interaction	NOUN
ajfa-1143	198	18	with	with	ADP
ajfa-1143	198	19	customers	customer	NOUN
ajfa-1143	198	20	(	(	PUNCT
ajfa-1143	198	21	ghoshal	ghoshal	NOUN
ajfa-1143	198	22	and	and	CCONJ
ajfa-1143	198	23	westney	westney	NOUN
ajfa-1143	198	24	,	,	PUNCT
ajfa-1143	198	25	1991	1991	NUM
ajfa-1143	198	26	)	)	PUNCT
ajfa-1143	198	27	.	.	PUNCT
ajfa-1143	199	1	one	one	NUM
ajfa-1143	199	2	customer	customer	NOUN
ajfa-1143	199	3	(	(	PUNCT
ajfa-1143	199	4	c11	c11	NOUN
ajfa-1143	199	5	)	)	PUNCT
ajfa-1143	199	6	comment	comment	NOUN
ajfa-1143	199	7	epitomized	epitomize	VERB
ajfa-1143	199	8	this	this	DET
ajfa-1143	199	9	aspect	aspect	NOUN
ajfa-1143	199	10	as	as	ADP
ajfa-1143	199	11	a	a	DET
ajfa-1143	199	12	staff	staff	NOUN
ajfa-1143	199	13	member	member	NOUN
ajfa-1143	199	14	who	who	PRON
ajfa-1143	199	15	...	...	PUNCT
ajfa-1143	200	1	he	he	PRON
ajfa-1143	200	2	used	use	VERB
ajfa-1143	200	3	outdated	outdated	ADJ
ajfa-1143	200	4	information	information	NOUN
ajfa-1143	200	5	…	…	PUNCT
ajfa-1143	200	6	there	there	PRON
ajfa-1143	200	7	were	be	VERB
ajfa-1143	200	8	expectations	expectation	NOUN
ajfa-1143	200	9	for	for	ADP
ajfa-1143	200	10	getting	get	VERB
ajfa-1143	200	11	involved	involve	VERB
ajfa-1143	200	12	in	in	ADP
ajfa-1143	200	13	trying	try	VERB
ajfa-1143	200	14	to	to	PART
ajfa-1143	200	15	understand	understand	VERB
ajfa-1143	200	16	what	what	PRON
ajfa-1143	200	17	the	the	DET
ajfa-1143	200	18	bank	bank	NOUN
ajfa-1143	200	19	could	could	AUX
ajfa-1143	200	20	offer	offer	VERB
ajfa-1143	200	21	.	.	PUNCT
ajfa-1143	201	1	instead	instead	ADV
ajfa-1143	201	2	i	i	PRON
ajfa-1143	201	3	was	be	AUX
ajfa-1143	201	4	appalled	appal	VERB
ajfa-1143	201	5	at	at	ADP
ajfa-1143	201	6	the	the	DET
ajfa-1143	201	7	childish	childish	ADJ
ajfa-1143	201	8	way	way	NOUN
ajfa-1143	201	9	they	they	PRON
ajfa-1143	201	10	treated	treat	VERB
ajfa-1143	201	11	you	you	PRON
ajfa-1143	201	12	.	.	PUNCT
ajfa-1143	202	1	this	this	DET
ajfa-1143	202	2	affected	affect	VERB
ajfa-1143	202	3	customers	customer	NOUN
ajfa-1143	202	4	perception	perception	NOUN
ajfa-1143	202	5	as	as	ADP
ajfa-1143	202	6	another	another	DET
ajfa-1143	202	7	customer	customer	NOUN
ajfa-1143	202	8	(	(	PUNCT
ajfa-1143	202	9	c2	c2	PROPN
ajfa-1143	202	10	)	)	PUNCT
ajfa-1143	202	11	indicated	indicate	VERB
ajfa-1143	202	12	...	...	PUNCT
ajfa-1143	202	13	it	it	PRON
ajfa-1143	202	14	made	make	VERB
ajfa-1143	202	15	me	i	PRON
ajfa-1143	202	16	take	take	VERB
ajfa-1143	202	17	the	the	DET
ajfa-1143	202	18	bank	bank	NOUN
ajfa-1143	202	19	less	less	ADV
ajfa-1143	202	20	seriously	seriously	ADV
ajfa-1143	202	21	.	.	PUNCT
ajfa-1143	203	1	another	another	DET
ajfa-1143	203	2	customer	customer	NOUN
ajfa-1143	203	3	(	(	PUNCT
ajfa-1143	203	4	c13	c13	PROPN
ajfa-1143	203	5	)	)	PUNCT
ajfa-1143	203	6	comment	comment	NOUN
ajfa-1143	203	7	characterised	characterise	VERB
ajfa-1143	203	8	poor	poor	ADJ
ajfa-1143	203	9	customer	customer	NOUN
ajfa-1143	203	10	interactions	interaction	NOUN
ajfa-1143	203	11	as	as	ADP
ajfa-1143	203	12	…	…	PUNCT
ajfa-1143	203	13	being	be	AUX
ajfa-1143	203	14	boring	bore	VERB
ajfa-1143	203	15	monotone	monotone	NOUN
ajfa-1143	203	16	,	,	PUNCT
ajfa-1143	203	17	and	and	CCONJ
ajfa-1143	203	18	telling	telling	NOUN
ajfa-1143	203	19	,	,	PUNCT
ajfa-1143	203	20	rather	rather	ADV
ajfa-1143	203	21	than	than	ADP
ajfa-1143	203	22	explaining	explain	VERB
ajfa-1143	203	23	.	.	PUNCT
ajfa-1143	204	1	unfortunately	unfortunately	ADV
ajfa-1143	204	2	,	,	PUNCT
ajfa-1143	204	3	some	some	PRON
ajfa-1143	204	4	of	of	ADP
ajfa-1143	204	5	the	the	DET
ajfa-1143	204	6	staff	staff	NOUN
ajfa-1143	204	7	behaved	behave	VERB
ajfa-1143	204	8	this	this	DET
ajfa-1143	204	9	way	way	NOUN
ajfa-1143	204	10	–	–	PUNCT
ajfa-1143	204	11	with	with	ADP
ajfa-1143	204	12	a	a	DET
ajfa-1143	204	13	rather	rather	ADV
ajfa-1143	204	14	superior	superior	ADJ
ajfa-1143	204	15	attitude	attitude	NOUN
ajfa-1143	204	16	.	.	PUNCT
ajfa-1143	205	1	this	this	PRON
ajfa-1143	205	2	had	have	AUX
ajfa-1143	205	3	obviously	obviously	ADV
ajfa-1143	205	4	created	create	VERB
ajfa-1143	205	5	issues	issue	NOUN
ajfa-1143	205	6	with	with	ADP
ajfa-1143	205	7	customers	customer	NOUN
ajfa-1143	205	8	as	as	ADP
ajfa-1143	205	9	a	a	DET
ajfa-1143	205	10	number	number	NOUN
ajfa-1143	205	11	reported	report	VERB
ajfa-1143	205	12	that	that	SCONJ
ajfa-1143	205	13	they	they	PRON
ajfa-1143	205	14	just	just	ADV
ajfa-1143	205	15	stopped	stop	VERB
ajfa-1143	205	16	the	the	DET
ajfa-1143	205	17	process	process	NOUN
ajfa-1143	205	18	and	and	CCONJ
ajfa-1143	205	19	left	leave	VERB
ajfa-1143	205	20	to	to	PART
ajfa-1143	205	21	talk	talk	VERB
ajfa-1143	205	22	to	to	ADP
ajfa-1143	205	23	someone	someone	PRON
ajfa-1143	205	24	in	in	ADP
ajfa-1143	205	25	another	another	DET
ajfa-1143	205	26	branch	branch	NOUN
ajfa-1143	205	27	–	–	PUNCT
ajfa-1143	205	28	and	and	CCONJ
ajfa-1143	205	29	in	in	ADP
ajfa-1143	205	30	one	one	NUM
ajfa-1143	205	31	customer	customer	NOUN
ajfa-1143	205	32	’s	’s	PART
ajfa-1143	205	33	(	(	PUNCT
ajfa-1143	205	34	c17	c17	NOUN
ajfa-1143	205	35	)	)	PUNCT
ajfa-1143	205	36	view	view	NOUN
ajfa-1143	205	37	–	–	PUNCT
ajfa-1143	205	38	i	i	PRON
ajfa-1143	205	39	’m	’m	AUX
ajfa-1143	205	40	never	never	ADV
ajfa-1143	205	41	going	go	VERB
ajfa-1143	205	42	back	back	ADV
ajfa-1143	205	43	again	again	ADV
ajfa-1143	205	44	.	.	PUNCT
ajfa-1143	206	1	these	these	DET
ajfa-1143	206	2	concerns	concern	NOUN
ajfa-1143	206	3	illustrate	illustrate	VERB
ajfa-1143	206	4	the	the	DET
ajfa-1143	206	5	fragility	fragility	NOUN
ajfa-1143	206	6	of	of	ADP
ajfa-1143	206	7	customer	customer	NOUN
ajfa-1143	206	8	relations	relation	NOUN
ajfa-1143	206	9	during	during	ADP
ajfa-1143	206	10	the	the	DET
ajfa-1143	206	11	initial	initial	ADJ
ajfa-1143	206	12	stages	stage	NOUN
ajfa-1143	206	13	of	of	ADP
ajfa-1143	206	14	customer	customer	NOUN
ajfa-1143	206	15	involvement	involvement	NOUN
ajfa-1143	206	16	with	with	ADP
ajfa-1143	206	17	the	the	DET
ajfa-1143	206	18	bank	bank	NOUN
ajfa-1143	206	19	(	(	PUNCT
ajfa-1143	206	20	rowley	rowley	NOUN
ajfa-1143	206	21	,	,	PUNCT
ajfa-1143	206	22	2000	2000	NUM
ajfa-1143	206	23	)	)	PUNCT
ajfa-1143	206	24	.	.	PUNCT
ajfa-1143	207	1	6.2	6.2	NUM
ajfa-1143	207	2	what	what	PRON
ajfa-1143	207	3	is	be	AUX
ajfa-1143	207	4	the	the	DET
ajfa-1143	207	5	impact	impact	NOUN
ajfa-1143	207	6	of	of	ADP
ajfa-1143	207	7	bank	bank	NOUN
ajfa-1143	207	8	-	-	PUNCT
ajfa-1143	207	9	customer	customer	NOUN
ajfa-1143	207	10	service	service	NOUN
ajfa-1143	207	11	response	response	NOUN
ajfa-1143	207	12	?	?	PUNCT
ajfa-1143	208	1	this	this	PRON
ajfa-1143	208	2	is	be	AUX
ajfa-1143	208	3	informed	inform	VERB
ajfa-1143	208	4	by	by	ADP
ajfa-1143	208	5	key	key	ADJ
ajfa-1143	208	6	theme	theme	NOUN
ajfa-1143	208	7	3	3	NUM
ajfa-1143	208	8	(	(	PUNCT
ajfa-1143	208	9	technology	technology	NOUN
ajfa-1143	208	10	/	/	SYM
ajfa-1143	208	11	media	medium	NOUN
ajfa-1143	208	12	)	)	PUNCT
ajfa-1143	208	13	;	;	PUNCT
ajfa-1143	208	14	and	and	CCONJ
ajfa-1143	208	15	key	key	ADJ
ajfa-1143	208	16	theme	theme	NOUN
ajfa-1143	208	17	5	5	NUM
ajfa-1143	208	18	(	(	PUNCT
ajfa-1143	208	19	customer	customer	NOUN
ajfa-1143	208	20	related	relate	VERB
ajfa-1143	208	21	)	)	PUNCT
ajfa-1143	208	22	6.2.1	6.2.1	NUM
ajfa-1143	208	23	key	key	ADJ
ajfa-1143	208	24	theme	theme	NOUN
ajfa-1143	208	25	3	3	NUM
ajfa-1143	208	26	technology	technology	NOUN
ajfa-1143	208	27	/	/	SYM
ajfa-1143	208	28	media	media	NOUN
ajfa-1143	208	29	media	medium	NOUN
ajfa-1143	208	30	/	/	SYM
ajfa-1143	208	31	marketing	marketing	NOUN
ajfa-1143	208	32	practices	practice	NOUN
ajfa-1143	208	33	many	many	ADJ
ajfa-1143	208	34	customers	customer	NOUN
ajfa-1143	208	35	(	(	PUNCT
ajfa-1143	208	36	9	9	NUM
ajfa-1143	208	37	)	)	PUNCT
ajfa-1143	208	38	enthused	enthuse	VERB
ajfa-1143	208	39	that	that	SCONJ
ajfa-1143	208	40	the	the	DET
ajfa-1143	208	41	literature	literature	NOUN
ajfa-1143	208	42	provided	provide	VERB
ajfa-1143	208	43	was	be	AUX
ajfa-1143	208	44	helpful	helpful	ADJ
ajfa-1143	208	45	and	and	CCONJ
ajfa-1143	208	46	presented	present	VERB
ajfa-1143	208	47	enough	enough	ADJ
ajfa-1143	208	48	detail	detail	NOUN
ajfa-1143	208	49	for	for	ADP
ajfa-1143	208	50	understanding	understand	VERB
ajfa-1143	208	51	the	the	DET
ajfa-1143	208	52	bank	bank	NOUN
ajfa-1143	208	53	’s	’s	PART
ajfa-1143	208	54	products	product	NOUN
ajfa-1143	208	55	–	–	PUNCT
ajfa-1143	208	56	and	and	CCONJ
ajfa-1143	208	57	in	in	ADP
ajfa-1143	208	58	a	a	DET
ajfa-1143	208	59	majority	majority	NOUN
ajfa-1143	208	60	of	of	ADP
ajfa-1143	208	61	these	these	DET
ajfa-1143	208	62	customers	customer	NOUN
ajfa-1143	208	63	(	(	PUNCT
ajfa-1143	208	64	7	7	NUM
ajfa-1143	208	65	)	)	PUNCT
ajfa-1143	208	66	–	–	PUNCT
ajfa-1143	208	67	as	as	SCONJ
ajfa-1143	208	68	depicted	depict	VERB
ajfa-1143	208	69	by	by	ADP
ajfa-1143	208	70	one	one	NUM
ajfa-1143	208	71	customer	customer	NOUN
ajfa-1143	208	72	(	(	PUNCT
ajfa-1143	208	73	c11	c11	NOUN
ajfa-1143	208	74	)	)	PUNCT
ajfa-1143	208	75	...	...	PUNCT
ajfa-1143	208	76	too	too	ADV
ajfa-1143	208	77	much	much	ADJ
ajfa-1143	208	78	detail	detail	NOUN
ajfa-1143	208	79	,	,	PUNCT
ajfa-1143	208	80	and	and	CCONJ
ajfa-1143	208	81	too	too	ADV
ajfa-1143	208	82	complicated	complicated	ADJ
ajfa-1143	208	83	to	to	PART
ajfa-1143	208	84	be	be	AUX
ajfa-1143	208	85	of	of	ADP
ajfa-1143	208	86	practical	practical	ADJ
ajfa-1143	208	87	use	use	NOUN
ajfa-1143	208	88	indicating	indicate	VERB
ajfa-1143	208	89	that	that	SCONJ
ajfa-1143	208	90	mahadevan	mahadevan	PROPN
ajfa-1143	208	91	’s	’s	PART
ajfa-1143	208	92	(	(	PUNCT
ajfa-1143	208	93	2003	2003	NUM
ajfa-1143	208	94	)	)	PUNCT
ajfa-1143	208	95	notion	notion	NOUN
ajfa-1143	208	96	that	that	SCONJ
ajfa-1143	208	97	useful	useful	ADJ
ajfa-1143	208	98	data	datum	NOUN
ajfa-1143	208	99	should	should	AUX
ajfa-1143	208	100	be	be	AUX
ajfa-1143	208	101	shared	share	VERB
ajfa-1143	208	102	effectively	effectively	ADV
ajfa-1143	208	103	is	be	AUX
ajfa-1143	208	104	a	a	DET
ajfa-1143	208	105	major	major	ADJ
ajfa-1143	208	106	issue	issue	NOUN
ajfa-1143	208	107	to	to	PART
ajfa-1143	208	108	consider	consider	VERB
ajfa-1143	208	109	.	.	PUNCT
ajfa-1143	209	1	however	however	ADV
ajfa-1143	209	2	,	,	PUNCT
ajfa-1143	209	3	it	it	PRON
ajfa-1143	209	4	appears	appear	VERB
ajfa-1143	209	5	that	that	SCONJ
ajfa-1143	209	6	there	there	PRON
ajfa-1143	209	7	were	be	VERB
ajfa-1143	209	8	differences	difference	NOUN
ajfa-1143	209	9	between	between	ADP
ajfa-1143	209	10	customer	customer	NOUN
ajfa-1143	209	11	service	service	NOUN
ajfa-1143	209	12	staff	staff	NOUN
ajfa-1143	209	13	and	and	CCONJ
ajfa-1143	209	14	other	other	ADJ
ajfa-1143	209	15	administrative	administrative	ADJ
ajfa-1143	209	16	staff	staff	NOUN
ajfa-1143	209	17	in	in	ADP
ajfa-1143	209	18	how	how	SCONJ
ajfa-1143	209	19	they	they	PRON
ajfa-1143	209	20	used	use	VERB
ajfa-1143	209	21	this	this	DET
ajfa-1143	209	22	media	medium	NOUN
ajfa-1143	209	23	and	and	CCONJ
ajfa-1143	209	24	in	in	ADP
ajfa-1143	209	25	the	the	DET
ajfa-1143	209	26	variety	variety	NOUN
ajfa-1143	209	27	of	of	ADP
ajfa-1143	209	28	media	medium	NOUN
ajfa-1143	209	29	utilised	utilise	VERB
ajfa-1143	209	30	.	.	PUNCT
ajfa-1143	210	1	other	other	ADJ
ajfa-1143	210	2	administrative	administrative	ADJ
ajfa-1143	210	3	staff	staff	NOUN
ajfa-1143	210	4	appeared	appear	VERB
ajfa-1143	210	5	to	to	PART
ajfa-1143	210	6	be	be	AUX
ajfa-1143	210	7	more	more	ADV
ajfa-1143	210	8	structured	structured	ADJ
ajfa-1143	210	9	in	in	ADP
ajfa-1143	210	10	their	their	PRON
ajfa-1143	210	11	presentation	presentation	NOUN
ajfa-1143	210	12	of	of	ADP
ajfa-1143	210	13	bank	bank	NOUN
ajfa-1143	210	14	products	product	NOUN
ajfa-1143	210	15	,	,	PUNCT
ajfa-1143	210	16	whereas	whereas	SCONJ
ajfa-1143	210	17	customer	customer	NOUN
ajfa-1143	210	18	service	service	NOUN
ajfa-1143	210	19	predominantly	predominantly	ADV
ajfa-1143	210	20	were	be	AUX
ajfa-1143	210	21	reported	report	VERB
ajfa-1143	210	22	to	to	PART
ajfa-1143	210	23	refer	refer	VERB
ajfa-1143	210	24	to	to	ADP
ajfa-1143	210	25	a	a	DET
ajfa-1143	210	26	variety	variety	NOUN
ajfa-1143	210	27	of	of	ADP
ajfa-1143	210	28	products	product	NOUN
ajfa-1143	210	29	that	that	PRON
ajfa-1143	210	30	illustrated	illustrate	VERB
ajfa-1143	210	31	alternatives	alternative	NOUN
ajfa-1143	210	32	in	in	ADP
ajfa-1143	210	33	terms	term	NOUN
ajfa-1143	210	34	of	of	ADP
ajfa-1143	210	35	cost	cost	NOUN
ajfa-1143	210	36	as	as	ADV
ajfa-1143	210	37	well	well	ADV
ajfa-1143	210	38	as	as	ADP
ajfa-1143	210	39	diversity	diversity	NOUN
ajfa-1143	210	40	.	.	PUNCT
ajfa-1143	211	1	as	as	SCONJ
ajfa-1143	211	2	one	one	NUM
ajfa-1143	211	3	customer	customer	NOUN
ajfa-1143	211	4	(	(	PUNCT
ajfa-1143	211	5	c4	c4	NOUN
ajfa-1143	211	6	)	)	PUNCT
ajfa-1143	211	7	indicated	indicate	VERB
ajfa-1143	211	8	who	who	PRON
ajfa-1143	211	9	typified	typify	VERB
ajfa-1143	211	10	a	a	DET
ajfa-1143	211	11	majority	majority	NOUN
ajfa-1143	211	12	of	of	ADP
ajfa-1143	211	13	customers	customer	NOUN
ajfa-1143	211	14	(	(	PUNCT
ajfa-1143	211	15	12	12	NUM
ajfa-1143	211	16	)	)	PUNCT
ajfa-1143	211	17	...	...	PUNCT
ajfa-1143	211	18	customer	customer	NOUN
ajfa-1143	211	19	service	service	NOUN
ajfa-1143	211	20	staff	staff	NOUN
ajfa-1143	211	21	were	be	AUX
ajfa-1143	211	22	more	more	ADV
ajfa-1143	211	23	confident	confident	ADJ
ajfa-1143	211	24	with	with	ADP
ajfa-1143	211	25	their	their	PRON
ajfa-1143	211	26	product	product	NOUN
ajfa-1143	211	27	presentations	presentation	NOUN
ajfa-1143	211	28	.	.	PUNCT
ajfa-1143	212	1	it	it	PRON
ajfa-1143	212	2	was	be	AUX
ajfa-1143	212	3	as	as	SCONJ
ajfa-1143	212	4	if	if	SCONJ
ajfa-1143	212	5	they	they	PRON
ajfa-1143	212	6	were	be	AUX
ajfa-1143	212	7	better	well	ADV
ajfa-1143	212	8	trained	train	VERB
ajfa-1143	212	9	than	than	ADP
ajfa-1143	212	10	other	other	ADJ
ajfa-1143	212	11	staff	staff	NOUN
ajfa-1143	212	12	.	.	PUNCT
ajfa-1143	213	1	they	they	PRON
ajfa-1143	213	2	used	use	VERB
ajfa-1143	213	3	a	a	DET
ajfa-1143	213	4	variety	variety	NOUN
ajfa-1143	213	5	of	of	ADP
ajfa-1143	213	6	tools	tool	NOUN
ajfa-1143	213	7	.	.	PUNCT
ajfa-1143	214	1	they	they	PRON
ajfa-1143	214	2	looked	look	VERB
ajfa-1143	214	3	like	like	ADP
ajfa-1143	214	4	professionals	professional	NOUN
ajfa-1143	214	5	to	to	ADP
ajfa-1143	214	6	me	i	PRON
ajfa-1143	214	7	.	.	PUNCT
ajfa-1143	215	1	however	however	ADV
ajfa-1143	215	2	,	,	PUNCT
ajfa-1143	215	3	a	a	DET
ajfa-1143	215	4	significant	significant	ADJ
ajfa-1143	215	5	minority	minority	NOUN
ajfa-1143	215	6	(	(	PUNCT
ajfa-1143	215	7	7	7	X
ajfa-1143	215	8	)	)	PUNCT
ajfa-1143	215	9	indicated	indicate	VERB
ajfa-1143	215	10	that	that	SCONJ
ajfa-1143	215	11	the	the	DET
ajfa-1143	215	12	usefulness	usefulness	NOUN
ajfa-1143	215	13	and	and	CCONJ
ajfa-1143	215	14	asian	asian	ADJ
ajfa-1143	215	15	journal	journal	NOUN
ajfa-1143	215	16	of	of	ADP
ajfa-1143	215	17	finance	finance	PROPN
ajfa-1143	215	18	&	&	CCONJ
ajfa-1143	215	19	accounting	accounting	PROPN
ajfa-1143	215	20	issn	issn	PROPN
ajfa-1143	215	21	1946	1946	NUM
ajfa-1143	215	22	-	-	PUNCT
ajfa-1143	215	23	052x	052x	NOUN
ajfa-1143	215	24	2012	2012	NUM
ajfa-1143	215	25	,	,	PUNCT
ajfa-1143	215	26	vol	vol	NOUN
ajfa-1143	215	27	.	.	PROPN
ajfa-1143	215	28	4	4	NUM
ajfa-1143	215	29	,	,	PUNCT
ajfa-1143	215	30	no	no	INTJ
ajfa-1143	215	31	.	.	NOUN
ajfa-1143	215	32	1	1	NUM
ajfa-1143	215	33	www.macrothink.org/ajfa	www.macrothink.org/ajfa	NUM
ajfa-1143	215	34	36	36	NUM
ajfa-1143	215	35	appropriateness	appropriateness	NOUN
ajfa-1143	215	36	of	of	ADP
ajfa-1143	215	37	some	some	DET
ajfa-1143	215	38	media	medium	NOUN
ajfa-1143	215	39	were	be	AUX
ajfa-1143	215	40	brought	bring	VERB
ajfa-1143	215	41	into	into	ADP
ajfa-1143	215	42	question	question	NOUN
ajfa-1143	215	43	(	(	PUNCT
ajfa-1143	215	44	underpinning	underpin	VERB
ajfa-1143	215	45	hughes	hughe	NOUN
ajfa-1143	215	46	,	,	PUNCT
ajfa-1143	215	47	2002	2002	NUM
ajfa-1143	215	48	)	)	PUNCT
ajfa-1143	215	49	which	which	PRON
ajfa-1143	215	50	purports	purport	VERB
ajfa-1143	215	51	that	that	SCONJ
ajfa-1143	215	52	new	new	ADJ
ajfa-1143	215	53	opportunities	opportunity	NOUN
ajfa-1143	215	54	are	be	AUX
ajfa-1143	215	55	evolving	evolve	VERB
ajfa-1143	215	56	for	for	ADP
ajfa-1143	215	57	customer	customer	NOUN
ajfa-1143	215	58	relationships	relationship	NOUN
ajfa-1143	215	59	to	to	PART
ajfa-1143	215	60	be	be	AUX
ajfa-1143	215	61	nurtured	nurture	VERB
ajfa-1143	215	62	as	as	SCONJ
ajfa-1143	215	63	some	some	PRON
ajfa-1143	215	64	were	be	AUX
ajfa-1143	215	65	never	never	ADV
ajfa-1143	215	66	used	use	VERB
ajfa-1143	215	67	or	or	CCONJ
ajfa-1143	215	68	were	be	AUX
ajfa-1143	215	69	considered	consider	VERB
ajfa-1143	215	70	by	by	ADP
ajfa-1143	215	71	customers	customer	NOUN
ajfa-1143	215	72	as	as	ADP
ajfa-1143	215	73	superficial	superficial	ADJ
ajfa-1143	215	74	and	and	CCONJ
ajfa-1143	215	75	superfluous	superfluous	ADJ
ajfa-1143	215	76	to	to	ADP
ajfa-1143	215	77	their	their	PRON
ajfa-1143	215	78	needs	need	NOUN
ajfa-1143	215	79	,	,	PUNCT
ajfa-1143	215	80	such	such	ADJ
ajfa-1143	215	81	as	as	ADP
ajfa-1143	215	82	calculators	calculator	NOUN
ajfa-1143	215	83	and	and	CCONJ
ajfa-1143	215	84	loan	loan	NOUN
ajfa-1143	215	85	payback	payback	NOUN
ajfa-1143	215	86	sheets	sheet	NOUN
ajfa-1143	215	87	.	.	PUNCT
ajfa-1143	216	1	moreover	moreover	ADV
ajfa-1143	216	2	,	,	PUNCT
ajfa-1143	216	3	customers	customer	NOUN
ajfa-1143	216	4	perceived	perceive	VERB
ajfa-1143	216	5	that	that	SCONJ
ajfa-1143	216	6	the	the	DET
ajfa-1143	216	7	appropriateness	appropriateness	NOUN
ajfa-1143	216	8	of	of	ADP
ajfa-1143	216	9	the	the	DET
ajfa-1143	216	10	overall	overall	ADJ
ajfa-1143	216	11	media	medium	NOUN
ajfa-1143	216	12	package	package	NOUN
ajfa-1143	216	13	received	receive	VERB
ajfa-1143	216	14	was	be	AUX
ajfa-1143	216	15	becoming	become	VERB
ajfa-1143	216	16	less	less	ADV
ajfa-1143	216	17	relevant	relevant	ADJ
ajfa-1143	216	18	to	to	ADP
ajfa-1143	216	19	their	their	PRON
ajfa-1143	216	20	needs	need	NOUN
ajfa-1143	216	21	illustrating	illustrate	VERB
ajfa-1143	216	22	the	the	DET
ajfa-1143	216	23	impact	impact	NOUN
ajfa-1143	216	24	of	of	ADP
ajfa-1143	216	25	ethnocentrism	ethnocentrism	NOUN
ajfa-1143	216	26	(	(	PUNCT
ajfa-1143	216	27	kaynak	kaynak	NOUN
ajfa-1143	216	28	and	and	CCONJ
ajfa-1143	216	29	kara	kara	NOUN
ajfa-1143	216	30	,	,	PUNCT
ajfa-1143	216	31	2002	2002	NUM
ajfa-1143	216	32	)	)	PUNCT
ajfa-1143	216	33	as	as	SCONJ
ajfa-1143	216	34	depicted	depict	VERB
ajfa-1143	216	35	by	by	ADP
ajfa-1143	216	36	one	one	NUM
ajfa-1143	216	37	customer	customer	NOUN
ajfa-1143	216	38	(	(	PUNCT
ajfa-1143	216	39	c8	c8	PROPN
ajfa-1143	216	40	)	)	PUNCT
ajfa-1143	216	41	...	...	PUNCT
ajfa-1143	217	1	i	i	PRON
ajfa-1143	217	2	question	question	VERB
ajfa-1143	217	3	the	the	DET
ajfa-1143	217	4	volume	volume	NOUN
ajfa-1143	217	5	and	and	CCONJ
ajfa-1143	217	6	coverage	coverage	NOUN
ajfa-1143	217	7	of	of	ADP
ajfa-1143	217	8	materials	material	NOUN
ajfa-1143	217	9	given	give	VERB
ajfa-1143	217	10	as	as	ADP
ajfa-1143	217	11	explanations	explanation	NOUN
ajfa-1143	217	12	to	to	ADP
ajfa-1143	217	13	products	product	NOUN
ajfa-1143	217	14	as	as	SCONJ
ajfa-1143	217	15	i	i	PRON
ajfa-1143	217	16	am	be	AUX
ajfa-1143	217	17	concerned	concerned	ADJ
ajfa-1143	217	18	that	that	SCONJ
ajfa-1143	217	19	the	the	DET
ajfa-1143	217	20	material	material	NOUN
ajfa-1143	217	21	is	be	AUX
ajfa-1143	217	22	too	too	ADV
ajfa-1143	217	23	complex	complex	ADJ
ajfa-1143	217	24	for	for	ADP
ajfa-1143	217	25	me	i	PRON
ajfa-1143	217	26	so	so	ADV
ajfa-1143	217	27	how	how	SCONJ
ajfa-1143	217	28	can	can	AUX
ajfa-1143	217	29	i	i	PRON
ajfa-1143	217	30	assess	assess	VERB
ajfa-1143	217	31	them	they	PRON
ajfa-1143	217	32	properly	properly	ADV
ajfa-1143	217	33	?	?	PUNCT
ajfa-1143	218	1	another	another	DET
ajfa-1143	218	2	example	example	NOUN
ajfa-1143	218	3	,	,	PUNCT
ajfa-1143	218	4	linked	link	VERB
ajfa-1143	218	5	to	to	ADP
ajfa-1143	218	6	customers	customer	NOUN
ajfa-1143	218	7	(	(	PUNCT
ajfa-1143	218	8	7	7	X
ajfa-1143	218	9	)	)	PUNCT
ajfa-1143	218	10	appeared	appear	VERB
ajfa-1143	218	11	to	to	PART
ajfa-1143	218	12	want	want	VERB
ajfa-1143	218	13	more	more	ADV
ajfa-1143	218	14	useful	useful	ADJ
ajfa-1143	218	15	product	product	NOUN
ajfa-1143	218	16	as	as	ADP
ajfa-1143	218	17	one	one	NUM
ajfa-1143	218	18	customer	customer	NOUN
ajfa-1143	218	19	(	(	PUNCT
ajfa-1143	218	20	c2	c2	PROPN
ajfa-1143	218	21	)	)	PUNCT
ajfa-1143	218	22	commented	comment	VERB
ajfa-1143	218	23	...	...	PUNCT
ajfa-1143	218	24	the	the	DET
ajfa-1143	218	25	service	service	NOUN
ajfa-1143	218	26	representative	representative	NOUN
ajfa-1143	218	27	of	of	ADP
ajfa-1143	218	28	[	[	X
ajfa-1143	218	29	bank	bank	NOUN
ajfa-1143	218	30	]	]	PUNCT
ajfa-1143	218	31	was	be	AUX
ajfa-1143	218	32	dwelling	dwell	VERB
ajfa-1143	218	33	on	on	ADP
ajfa-1143	218	34	outdated	outdated	ADJ
ajfa-1143	218	35	,	,	PUNCT
ajfa-1143	218	36	more	more	ADV
ajfa-1143	218	37	expensive	expensive	ADJ
ajfa-1143	218	38	and	and	CCONJ
ajfa-1143	218	39	less	less	ADV
ajfa-1143	218	40	flexible	flexible	ADJ
ajfa-1143	218	41	products	product	NOUN
ajfa-1143	218	42	and	and	CCONJ
ajfa-1143	218	43	was	be	AUX
ajfa-1143	218	44	noticeably	noticeably	ADV
ajfa-1143	218	45	behind	behind	ADP
ajfa-1143	218	46	the	the	DET
ajfa-1143	218	47	times	time	NOUN
ajfa-1143	218	48	.	.	PUNCT
ajfa-1143	219	1	on	on	ADP
ajfa-1143	219	2	this	this	PRON
ajfa-1143	219	3	,	,	PUNCT
ajfa-1143	219	4	another	another	DET
ajfa-1143	219	5	customer	customer	NOUN
ajfa-1143	219	6	(	(	PUNCT
ajfa-1143	219	7	c13	c13	PROPN
ajfa-1143	219	8	)	)	PUNCT
ajfa-1143	219	9	attested	attest	VERB
ajfa-1143	219	10	that	that	SCONJ
ajfa-1143	219	11	they	they	PRON
ajfa-1143	219	12	needed	need	VERB
ajfa-1143	219	13	...	...	PUNCT
ajfa-1143	219	14	more	more	ADV
ajfa-1143	219	15	focused	focused	ADJ
ajfa-1143	219	16	and	and	CCONJ
ajfa-1143	219	17	useful	useful	ADJ
ajfa-1143	219	18	products	product	NOUN
ajfa-1143	219	19	for	for	ADP
ajfa-1143	219	20	different	different	ADJ
ajfa-1143	219	21	lifestyles	lifestyle	NOUN
ajfa-1143	219	22	…	…	PUNCT
ajfa-1143	219	23	...	...	PUNCT
ajfa-1143	219	24	and	and	CCONJ
ajfa-1143	219	25	thus	thus	ADV
ajfa-1143	219	26	there	there	PRON
ajfa-1143	219	27	was	be	VERB
ajfa-1143	219	28	less	less	ADJ
ajfa-1143	219	29	choice	choice	NOUN
ajfa-1143	219	30	available	available	ADJ
ajfa-1143	219	31	due	due	ADP
ajfa-1143	219	32	to	to	ADP
ajfa-1143	219	33	a	a	DET
ajfa-1143	219	34	lack	lack	NOUN
ajfa-1143	219	35	of	of	ADP
ajfa-1143	219	36	competition	competition	NOUN
ajfa-1143	219	37	.	.	PUNCT
ajfa-1143	220	1	this	this	PRON
ajfa-1143	220	2	appears	appear	VERB
ajfa-1143	220	3	to	to	PART
ajfa-1143	220	4	support	support	VERB
ajfa-1143	220	5	rust	rust	NOUN
ajfa-1143	220	6	and	and	CCONJ
ajfa-1143	220	7	zahorik	zahorik	NOUN
ajfa-1143	220	8	(	(	PUNCT
ajfa-1143	220	9	1993	1993	NUM
ajfa-1143	220	10	)	)	PUNCT
ajfa-1143	220	11	in	in	ADP
ajfa-1143	220	12	terms	term	NOUN
ajfa-1143	220	13	of	of	ADP
ajfa-1143	220	14	attempts	attempt	NOUN
ajfa-1143	220	15	at	at	ADP
ajfa-1143	220	16	customer	customer	NOUN
ajfa-1143	220	17	retention	retention	NOUN
ajfa-1143	220	18	.	.	PUNCT
ajfa-1143	221	1	6.2.2	6.2.2	NUM
ajfa-1143	221	2	key	key	ADJ
ajfa-1143	221	3	theme	theme	NOUN
ajfa-1143	221	4	5	5	NUM
ajfa-1143	221	5	customer	customer	NOUN
ajfa-1143	221	6	related	relate	VERB
ajfa-1143	221	7	bank	bank	NOUN
ajfa-1143	221	8	recommendations	recommendation	NOUN
ajfa-1143	221	9	many	many	ADJ
ajfa-1143	221	10	customers	customer	NOUN
ajfa-1143	221	11	(	(	PUNCT
ajfa-1143	221	12	8)	8)	NUM
ajfa-1143	221	13	appear	appear	VERB
ajfa-1143	221	14	to	to	PART
ajfa-1143	221	15	want	want	VERB
ajfa-1143	221	16	to	to	PART
ajfa-1143	221	17	recommend	recommend	VERB
ajfa-1143	221	18	the	the	DET
ajfa-1143	221	19	bank	bank	NOUN
ajfa-1143	221	20	to	to	PART
ajfa-1143	221	21	close	close	VERB
ajfa-1143	221	22	colleagues	colleague	NOUN
ajfa-1143	221	23	or	or	CCONJ
ajfa-1143	221	24	even	even	ADV
ajfa-1143	221	25	sub	sub	NOUN
ajfa-1143	221	26	-	-	NOUN
ajfa-1143	221	27	ordinates	ordinate	NOUN
ajfa-1143	221	28	of	of	ADP
ajfa-1143	221	29	theirs	theirs	PRON
ajfa-1143	221	30	now	now	ADV
ajfa-1143	221	31	realise	realise	VERB
ajfa-1143	221	32	that	that	SCONJ
ajfa-1143	221	33	brand	brand	NOUN
ajfa-1143	221	34	management	management	NOUN
ajfa-1143	221	35	and	and	CCONJ
ajfa-1143	221	36	brand	brand	NOUN
ajfa-1143	221	37	image	image	NOUN
ajfa-1143	221	38	(	(	PUNCT
ajfa-1143	221	39	nicholls	nicholl	NOUN
ajfa-1143	221	40	et	et	NOUN
ajfa-1143	221	41	al	al	PROPN
ajfa-1143	221	42	.	.	PROPN
ajfa-1143	221	43	,	,	PUNCT
ajfa-1143	221	44	1995	1995	NUM
ajfa-1143	221	45	)	)	PUNCT
ajfa-1143	221	46	requires	require	VERB
ajfa-1143	221	47	careful	careful	ADJ
ajfa-1143	221	48	consideration	consideration	NOUN
ajfa-1143	221	49	(	(	PUNCT
ajfa-1143	221	50	park	park	NOUN
ajfa-1143	221	51	,	,	PUNCT
ajfa-1143	221	52	jaworski	jaworski	PROPN
ajfa-1143	221	53	and	and	CCONJ
ajfa-1143	221	54	macinnis	macinnis	PROPN
ajfa-1143	221	55	,	,	PUNCT
ajfa-1143	221	56	1986	1986	NUM
ajfa-1143	221	57	)	)	PUNCT
ajfa-1143	221	58	.	.	PUNCT
ajfa-1143	222	1	for	for	ADP
ajfa-1143	222	2	example	example	NOUN
ajfa-1143	222	3	,	,	PUNCT
ajfa-1143	222	4	one	one	NUM
ajfa-1143	222	5	customer	customer	NOUN
ajfa-1143	222	6	(	(	PUNCT
ajfa-1143	222	7	c1	c1	PROPN
ajfa-1143	222	8	)	)	PUNCT
ajfa-1143	222	9	indicated	indicate	VERB
ajfa-1143	222	10	...	...	PUNCT
ajfa-1143	222	11	when	when	SCONJ
ajfa-1143	222	12	we	we	PRON
ajfa-1143	222	13	’re	’re	VERB
ajfa-1143	222	14	happy	happy	ADJ
ajfa-1143	222	15	we	we	PRON
ajfa-1143	222	16	tell	tell	VERB
ajfa-1143	222	17	other	other	ADJ
ajfa-1143	222	18	people	people	NOUN
ajfa-1143	222	19	,	,	PUNCT
ajfa-1143	222	20	y’know	y’know	PRON
ajfa-1143	222	21	who	who	PRON
ajfa-1143	222	22	are	be	AUX
ajfa-1143	222	23	close	close	ADJ
ajfa-1143	222	24	to	to	ADP
ajfa-1143	222	25	us	we	PRON
ajfa-1143	222	26	.	.	PUNCT
ajfa-1143	223	1	although	although	SCONJ
ajfa-1143	223	2	,	,	PUNCT
ajfa-1143	223	3	a	a	DET
ajfa-1143	223	4	small	small	ADJ
ajfa-1143	223	5	minority	minority	NOUN
ajfa-1143	223	6	of	of	ADP
ajfa-1143	223	7	customers	customer	NOUN
ajfa-1143	223	8	(	(	PUNCT
ajfa-1143	223	9	5	5	NUM
ajfa-1143	223	10	)	)	PUNCT
ajfa-1143	223	11	signified	signify	VERB
ajfa-1143	223	12	their	their	PRON
ajfa-1143	223	13	reservations	reservation	NOUN
ajfa-1143	223	14	related	relate	VERB
ajfa-1143	223	15	to	to	ADP
ajfa-1143	223	16	the	the	DET
ajfa-1143	223	17	management	management	NOUN
ajfa-1143	223	18	of	of	ADP
ajfa-1143	223	19	the	the	DET
ajfa-1143	223	20	bank	bank	NOUN
ajfa-1143	223	21	through	through	ADP
ajfa-1143	223	22	lack	lack	NOUN
ajfa-1143	223	23	of	of	ADP
ajfa-1143	223	24	trust	trust	NOUN
ajfa-1143	223	25	or	or	CCONJ
ajfa-1143	223	26	commitment	commitment	NOUN
ajfa-1143	223	27	(	(	PUNCT
ajfa-1143	223	28	morgan	morgan	PROPN
ajfa-1143	223	29	and	and	CCONJ
ajfa-1143	223	30	hunt	hunt	PROPN
ajfa-1143	223	31	,	,	PUNCT
ajfa-1143	223	32	1994	1994	NUM
ajfa-1143	223	33	)	)	PUNCT
ajfa-1143	223	34	and	and	CCONJ
ajfa-1143	223	35	how	how	SCONJ
ajfa-1143	223	36	the	the	DET
ajfa-1143	223	37	staff	staff	NOUN
ajfa-1143	223	38	managed	manage	VERB
ajfa-1143	223	39	customers	customer	NOUN
ajfa-1143	223	40	as	as	SCONJ
ajfa-1143	223	41	depicted	depict	VERB
ajfa-1143	223	42	by	by	ADP
ajfa-1143	223	43	one	one	NUM
ajfa-1143	223	44	customer	customer	NOUN
ajfa-1143	223	45	(	(	PUNCT
ajfa-1143	223	46	c16	c16	PROPN
ajfa-1143	223	47	)	)	PUNCT
ajfa-1143	223	48	who	who	PRON
ajfa-1143	223	49	stated	state	VERB
ajfa-1143	223	50	that	that	SCONJ
ajfa-1143	223	51	...	...	PUNCT
ajfa-1143	223	52	our	our	PRON
ajfa-1143	223	53	family	family	NOUN
ajfa-1143	223	54	has	have	VERB
ajfa-1143	223	55	a	a	DET
ajfa-1143	223	56	lot	lot	NOUN
ajfa-1143	223	57	of	of	ADP
ajfa-1143	223	58	money	money	NOUN
ajfa-1143	223	59	here	here	ADV
ajfa-1143	223	60	,	,	PUNCT
ajfa-1143	223	61	and	and	CCONJ
ajfa-1143	223	62	i	i	PRON
ajfa-1143	223	63	lost	lose	VERB
ajfa-1143	223	64	money	money	NOUN
ajfa-1143	223	65	on	on	ADP
ajfa-1143	223	66	investments	investment	NOUN
ajfa-1143	223	67	.	.	PUNCT
ajfa-1143	224	1	it	it	PRON
ajfa-1143	224	2	is	be	AUX
ajfa-1143	224	3	just	just	ADV
ajfa-1143	224	4	not	not	PART
ajfa-1143	224	5	fair	fair	ADJ
ajfa-1143	224	6	.	.	PUNCT
ajfa-1143	225	1	we	we	PRON
ajfa-1143	225	2	trust	trust	VERB
ajfa-1143	225	3	them	they	PRON
ajfa-1143	225	4	and	and	CCONJ
ajfa-1143	225	5	they	they	PRON
ajfa-1143	225	6	do	do	VERB
ajfa-1143	225	7	this	this	PRON
ajfa-1143	225	8	to	to	ADP
ajfa-1143	225	9	us	we	PRON
ajfa-1143	225	10	.	.	PUNCT
ajfa-1143	226	1	further	far	ADV
ajfa-1143	226	2	,	,	PUNCT
ajfa-1143	226	3	a	a	DET
ajfa-1143	226	4	significant	significant	ADJ
ajfa-1143	226	5	minority	minority	NOUN
ajfa-1143	226	6	of	of	ADP
ajfa-1143	226	7	customers	customer	NOUN
ajfa-1143	226	8	(	(	PUNCT
ajfa-1143	226	9	9	9	NUM
ajfa-1143	226	10	)	)	PUNCT
ajfa-1143	226	11	as	as	SCONJ
ajfa-1143	226	12	illustrated	illustrate	VERB
ajfa-1143	226	13	by	by	ADP
ajfa-1143	226	14	one	one	NUM
ajfa-1143	226	15	customer	customer	NOUN
ajfa-1143	226	16	who	who	PRON
ajfa-1143	226	17	indicated	indicate	VERB
ajfa-1143	226	18	that	that	SCONJ
ajfa-1143	226	19	they	they	PRON
ajfa-1143	226	20	were	be	AUX
ajfa-1143	226	21	...	...	PUNCT
ajfa-1143	226	22	expected	expect	VERB
ajfa-1143	226	23	to	to	PART
ajfa-1143	226	24	bank	bank	VERB
ajfa-1143	226	25	with	with	ADP
ajfa-1143	226	26	a	a	DET
ajfa-1143	226	27	particular	particular	ADJ
ajfa-1143	226	28	bank	bank	NOUN
ajfa-1143	226	29	because	because	SCONJ
ajfa-1143	226	30	of	of	ADP
ajfa-1143	226	31	work	work	NOUN
ajfa-1143	226	32	requirements	requirement	NOUN
ajfa-1143	226	33	.	.	PUNCT
ajfa-1143	227	1	this	this	PRON
ajfa-1143	227	2	is	be	AUX
ajfa-1143	227	3	not	not	PART
ajfa-1143	227	4	good	good	ADJ
ajfa-1143	227	5	at	at	ADV
ajfa-1143	227	6	all	all	ADV
ajfa-1143	227	7	.	.	PUNCT
ajfa-1143	228	1	not	not	PART
ajfa-1143	228	2	good	good	ADJ
ajfa-1143	228	3	...	...	PUNCT
ajfa-1143	229	1	this	this	PRON
ajfa-1143	229	2	suggested	suggest	VERB
ajfa-1143	229	3	that	that	SCONJ
ajfa-1143	229	4	some	some	DET
ajfa-1143	229	5	customers	customer	NOUN
ajfa-1143	229	6	had	have	VERB
ajfa-1143	229	7	little	little	ADJ
ajfa-1143	229	8	choice	choice	NOUN
ajfa-1143	229	9	about	about	ADP
ajfa-1143	229	10	what	what	PRON
ajfa-1143	229	11	bank	bank	NOUN
ajfa-1143	229	12	they	they	PRON
ajfa-1143	229	13	went	go	VERB
ajfa-1143	229	14	to	to	ADP
ajfa-1143	229	15	and	and	CCONJ
ajfa-1143	229	16	therefore	therefore	ADV
ajfa-1143	229	17	the	the	DET
ajfa-1143	229	18	service	service	NOUN
ajfa-1143	229	19	they	they	PRON
ajfa-1143	229	20	could	could	AUX
ajfa-1143	229	21	expect	expect	VERB
ajfa-1143	229	22	and	and	CCONJ
ajfa-1143	229	23	that	that	SCONJ
ajfa-1143	229	24	this	this	PRON
ajfa-1143	229	25	may	may	AUX
ajfa-1143	229	26	be	be	AUX
ajfa-1143	229	27	a	a	DET
ajfa-1143	229	28	weakness	weakness	NOUN
ajfa-1143	229	29	in	in	ADP
ajfa-1143	229	30	some	some	DET
ajfa-1143	229	31	bank	bank	NOUN
ajfa-1143	229	32	brand	brand	NOUN
ajfa-1143	229	33	management	management	NOUN
ajfa-1143	229	34	(	(	PUNCT
ajfa-1143	229	35	abele	abele	PROPN
ajfa-1143	229	36	,	,	PUNCT
ajfa-1143	229	37	wright	wright	PROPN
ajfa-1143	229	38	and	and	CCONJ
ajfa-1143	229	39	starkey	starkey	PROPN
ajfa-1143	229	40	,	,	PUNCT
ajfa-1143	229	41	2003b	2003b	NUM
ajfa-1143	229	42	)	)	PUNCT
ajfa-1143	229	43	.	.	PUNCT
ajfa-1143	230	1	customer	customer	NOUN
ajfa-1143	230	2	expectations	expectation	NOUN
ajfa-1143	230	3	–	–	PUNCT
ajfa-1143	230	4	a	a	DET
ajfa-1143	230	5	significant	significant	ADJ
ajfa-1143	230	6	minority	minority	NOUN
ajfa-1143	230	7	of	of	ADP
ajfa-1143	230	8	customers	customer	NOUN
ajfa-1143	230	9	(	(	PUNCT
ajfa-1143	230	10	7	7	X
ajfa-1143	230	11	)	)	PUNCT
ajfa-1143	230	12	reported	report	VERB
ajfa-1143	230	13	that	that	SCONJ
ajfa-1143	230	14	they	they	PRON
ajfa-1143	230	15	had	have	VERB
ajfa-1143	230	16	expectations	expectation	NOUN
ajfa-1143	230	17	on	on	ADP
ajfa-1143	230	18	how	how	SCONJ
ajfa-1143	230	19	they	they	PRON
ajfa-1143	230	20	would	would	AUX
ajfa-1143	230	21	participate	participate	VERB
ajfa-1143	230	22	in	in	ADP
ajfa-1143	230	23	the	the	DET
ajfa-1143	230	24	services	service	NOUN
ajfa-1143	230	25	that	that	PRON
ajfa-1143	230	26	the	the	DET
ajfa-1143	230	27	bank	bank	NOUN
ajfa-1143	230	28	provided	provide	VERB
ajfa-1143	230	29	.	.	PUNCT
ajfa-1143	231	1	for	for	ADP
ajfa-1143	231	2	example	example	NOUN
ajfa-1143	231	3	,	,	PUNCT
ajfa-1143	231	4	one	one	NUM
ajfa-1143	231	5	customer	customer	NOUN
ajfa-1143	231	6	indicated	indicate	VERB
ajfa-1143	231	7	(	(	PUNCT
ajfa-1143	231	8	c12	c12	PROPN
ajfa-1143	231	9	)	)	PUNCT
ajfa-1143	231	10	that	that	SCONJ
ajfa-1143	231	11	because	because	SCONJ
ajfa-1143	231	12	...	...	PUNCT
ajfa-1143	231	13	some	some	DET
ajfa-1143	231	14	staff	staff	NOUN
ajfa-1143	231	15	were	be	AUX
ajfa-1143	231	16	given	give	VERB
ajfa-1143	231	17	the	the	DET
ajfa-1143	231	18	authority	authority	NOUN
ajfa-1143	231	19	to	to	PART
ajfa-1143	231	20	make	make	VERB
ajfa-1143	231	21	certain	certain	ADJ
ajfa-1143	231	22	decisions	decision	NOUN
ajfa-1143	231	23	that	that	PRON
ajfa-1143	231	24	have	have	AUX
ajfa-1143	231	25	had	have	VERB
ajfa-1143	231	26	a	a	DET
ajfa-1143	231	27	negative	negative	ADJ
ajfa-1143	231	28	effect	effect	NOUN
ajfa-1143	231	29	on	on	ADP
ajfa-1143	231	30	us	we	PRON
ajfa-1143	231	31	using	use	VERB
ajfa-1143	231	32	the	the	DET
ajfa-1143	231	33	bank	bank	NOUN
ajfa-1143	231	34	.	.	PUNCT
ajfa-1143	232	1	for	for	ADP
ajfa-1143	232	2	example	example	NOUN
ajfa-1143	232	3	,	,	PUNCT
ajfa-1143	232	4	another	another	DET
ajfa-1143	232	5	customer	customer	NOUN
ajfa-1143	232	6	(	(	PUNCT
ajfa-1143	232	7	c5	c5	PROPN
ajfa-1143	232	8	)	)	PUNCT
ajfa-1143	232	9	suggested	suggest	VERB
ajfa-1143	232	10	that	that	SCONJ
ajfa-1143	232	11	...	...	PUNCT
ajfa-1143	232	12	the	the	DET
ajfa-1143	232	13	choice	choice	NOUN
ajfa-1143	232	14	of	of	ADP
ajfa-1143	232	15	credit	credit	NOUN
ajfa-1143	232	16	card	card	NOUN
ajfa-1143	232	17	and	and	CCONJ
ajfa-1143	232	18	the	the	DET
ajfa-1143	232	19	level	level	NOUN
ajfa-1143	232	20	of	of	ADP
ajfa-1143	232	21	credit	credit	NOUN
ajfa-1143	232	22	were	be	AUX
ajfa-1143	232	23	determined	determine	VERB
ajfa-1143	232	24	by	by	ADP
ajfa-1143	232	25	bank	bank	NOUN
ajfa-1143	232	26	staff	staff	NOUN
ajfa-1143	232	27	...	...	PUNCT
ajfa-1143	232	28	which	which	PRON
ajfa-1143	232	29	perhaps	perhaps	ADV
ajfa-1143	232	30	reflected	reflect	VERB
ajfa-1143	232	31	some	some	DET
ajfa-1143	232	32	inflexibility	inflexibility	NOUN
ajfa-1143	232	33	in	in	ADP
ajfa-1143	232	34	the	the	DET
ajfa-1143	232	35	administrative	administrative	ADJ
ajfa-1143	232	36	arrangements	arrangement	NOUN
ajfa-1143	232	37	of	of	ADP
ajfa-1143	232	38	the	the	DET
ajfa-1143	232	39	banking	banking	NOUN
ajfa-1143	232	40	process	process	NOUN
ajfa-1143	232	41	rather	rather	ADV
ajfa-1143	232	42	than	than	ADP
ajfa-1143	232	43	towards	towards	ADP
ajfa-1143	232	44	meeting	meet	VERB
ajfa-1143	232	45	customer	customer	NOUN
ajfa-1143	232	46	needs	need	NOUN
ajfa-1143	232	47	.	.	PUNCT
ajfa-1143	233	1	this	this	DET
ajfa-1143	233	2	outcome	outcome	NOUN
ajfa-1143	233	3	corroborates	corroborate	VERB
ajfa-1143	233	4	the	the	DET
ajfa-1143	233	5	work	work	NOUN
ajfa-1143	233	6	of	of	ADP
ajfa-1143	233	7	malhotra	malhotra	PROPN
ajfa-1143	233	8	et	et	PROPN
ajfa-1143	233	9	al	al	PROPN
ajfa-1143	233	10	(	(	PUNCT
ajfa-1143	233	11	2005	2005	NUM
ajfa-1143	233	12	)	)	PUNCT
ajfa-1143	233	13	.	.	PUNCT
ajfa-1143	234	1	further	far	ADV
ajfa-1143	234	2	,	,	PUNCT
ajfa-1143	234	3	another	another	DET
ajfa-1143	234	4	customer	customer	NOUN
ajfa-1143	234	5	(	(	PUNCT
ajfa-1143	234	6	c17	c17	NOUN
ajfa-1143	234	7	)	)	PUNCT
ajfa-1143	234	8	suggested	suggest	VERB
ajfa-1143	234	9	that	that	SCONJ
ajfa-1143	234	10	...	...	PUNCT
ajfa-1143	234	11	customers	customer	NOUN
ajfa-1143	234	12	can	can	AUX
ajfa-1143	234	13	have	have	VERB
ajfa-1143	234	14	all	all	DET
ajfa-1143	234	15	the	the	DET
ajfa-1143	234	16	expectations	expectation	NOUN
ajfa-1143	234	17	they	they	PRON
ajfa-1143	234	18	want	want	VERB
ajfa-1143	234	19	,	,	PUNCT
ajfa-1143	234	20	but	but	CCONJ
ajfa-1143	234	21	the	the	DET
ajfa-1143	234	22	bank	bank	NOUN
ajfa-1143	234	23	is	be	AUX
ajfa-1143	234	24	there	there	ADV
ajfa-1143	234	25	to	to	PART
ajfa-1143	234	26	make	make	VERB
ajfa-1143	234	27	money	money	NOUN
ajfa-1143	234	28	,	,	PUNCT
ajfa-1143	234	29	so	so	SCONJ
ajfa-1143	234	30	they	they	PRON
ajfa-1143	234	31	will	will	AUX
ajfa-1143	234	32	try	try	VERB
ajfa-1143	234	33	to	to	PART
ajfa-1143	234	34	give	give	VERB
ajfa-1143	234	35	customers	customer	NOUN
ajfa-1143	234	36	the	the	DET
ajfa-1143	234	37	best	good	ADJ
ajfa-1143	234	38	deal	deal	NOUN
ajfa-1143	234	39	possible	possible	ADJ
ajfa-1143	234	40	,	,	PUNCT
ajfa-1143	234	41	as	as	ADV
ajfa-1143	234	42	long	long	ADV
ajfa-1143	234	43	as	as	SCONJ
ajfa-1143	234	44	the	the	DET
ajfa-1143	234	45	risk	risk	NOUN
ajfa-1143	234	46	is	be	AUX
ajfa-1143	234	47	manageable	manageable	ADJ
ajfa-1143	234	48	and	and	CCONJ
ajfa-1143	234	49	that	that	SCONJ
ajfa-1143	234	50	the	the	DET
ajfa-1143	234	51	bank	bank	NOUN
ajfa-1143	234	52	gets	get	VERB
ajfa-1143	234	53	their	their	PRON
ajfa-1143	234	54	cut	cut	NOUN
ajfa-1143	234	55	.	.	PUNCT
ajfa-1143	235	1	when	when	SCONJ
ajfa-1143	235	2	applying	apply	VERB
ajfa-1143	235	3	the	the	DET
ajfa-1143	235	4	disconfirmation	disconfirmation	NOUN
ajfa-1143	235	5	paradigm	paradigm	NOUN
ajfa-1143	235	6	developed	develop	VERB
ajfa-1143	235	7	by	by	ADP
ajfa-1143	235	8	parasuraman	parasuraman	NOUN
ajfa-1143	235	9	et	et	PROPN
ajfa-1143	235	10	al	al	PROPN
ajfa-1143	235	11	.	.	PROPN
ajfa-1143	236	1	(	(	PUNCT
ajfa-1143	236	2	1988	1988	NUM
ajfa-1143	236	3	)	)	PUNCT
ajfa-1143	236	4	it	it	PRON
ajfa-1143	236	5	can	can	AUX
ajfa-1143	236	6	be	be	AUX
ajfa-1143	236	7	concluded	conclude	VERB
ajfa-1143	236	8	that	that	SCONJ
ajfa-1143	236	9	customers	customer	NOUN
ajfa-1143	236	10	in	in	ADP
ajfa-1143	236	11	this	this	DET
ajfa-1143	236	12	study	study	NOUN
ajfa-1143	236	13	tend	tend	AUX
ajfa-1143	236	14	not	not	PART
ajfa-1143	236	15	be	be	AUX
ajfa-1143	236	16	a	a	DET
ajfa-1143	236	17	satisfied	satisfied	ADJ
ajfa-1143	236	18	group	group	NOUN
ajfa-1143	236	19	.	.	PUNCT
ajfa-1143	237	1	nor	nor	CCONJ
ajfa-1143	237	2	was	be	AUX
ajfa-1143	237	3	there	there	PRON
ajfa-1143	237	4	any	any	DET
ajfa-1143	237	5	evidence	evidence	NOUN
ajfa-1143	237	6	of	of	ADP
ajfa-1143	237	7	delighted	delighted	ADJ
ajfa-1143	237	8	customers	customer	NOUN
ajfa-1143	237	9	,	,	PUNCT
ajfa-1143	237	10	a	a	DET
ajfa-1143	237	11	term	term	NOUN
ajfa-1143	237	12	first	first	ADJ
ajfa-1143	237	13	asian	asian	ADJ
ajfa-1143	237	14	journal	journal	NOUN
ajfa-1143	237	15	of	of	ADP
ajfa-1143	237	16	finance	finance	PROPN
ajfa-1143	237	17	&	&	CCONJ
ajfa-1143	237	18	accounting	accounting	PROPN
ajfa-1143	237	19	issn	issn	PROPN
ajfa-1143	237	20	1946	1946	NUM
ajfa-1143	237	21	-	-	PUNCT
ajfa-1143	237	22	052x	052x	NOUN
ajfa-1143	237	23	2012	2012	NUM
ajfa-1143	237	24	,	,	PUNCT
ajfa-1143	237	25	vol	vol	NOUN
ajfa-1143	237	26	.	.	PROPN
ajfa-1143	237	27	4	4	NUM
ajfa-1143	237	28	,	,	PUNCT
ajfa-1143	237	29	no	no	INTJ
ajfa-1143	237	30	.	.	NOUN
ajfa-1143	237	31	1	1	NUM
ajfa-1143	237	32	www.macrothink.org/ajfa	www.macrothink.org/ajfa	NOUN
ajfa-1143	237	33	37	37	NUM
ajfa-1143	237	34	coined	coin	VERB
ajfa-1143	237	35	by	by	ADP
ajfa-1143	237	36	oliver	oliver	PROPN
ajfa-1143	237	37	,	,	PUNCT
ajfa-1143	237	38	rust	rust	NOUN
ajfa-1143	237	39	and	and	CCONJ
ajfa-1143	237	40	varki	varki	NOUN
ajfa-1143	237	41	(	(	PUNCT
ajfa-1143	237	42	1997	1997	NUM
ajfa-1143	237	43	)	)	PUNCT
ajfa-1143	237	44	describing	describe	VERB
ajfa-1143	237	45	customers	customer	NOUN
ajfa-1143	237	46	whose	whose	DET
ajfa-1143	237	47	expectations	expectation	NOUN
ajfa-1143	237	48	are	be	AUX
ajfa-1143	237	49	exceeded	exceed	VERB
ajfa-1143	237	50	by	by	ADP
ajfa-1143	237	51	their	their	PRON
ajfa-1143	237	52	banking	banking	NOUN
ajfa-1143	237	53	experiences	experience	NOUN
ajfa-1143	237	54	.	.	PUNCT
ajfa-1143	238	1	customer	customer	NOUN
ajfa-1143	238	2	orientation	orientation	NOUN
ajfa-1143	238	3	a	a	DET
ajfa-1143	238	4	small	small	ADJ
ajfa-1143	238	5	minority	minority	NOUN
ajfa-1143	238	6	of	of	ADP
ajfa-1143	238	7	customers	customer	NOUN
ajfa-1143	238	8	(	(	PUNCT
ajfa-1143	238	9	7	7	X
ajfa-1143	238	10	)	)	PUNCT
ajfa-1143	238	11	appeared	appear	VERB
ajfa-1143	238	12	to	to	PART
ajfa-1143	238	13	consider	consider	VERB
ajfa-1143	238	14	that	that	SCONJ
ajfa-1143	238	15	the	the	DET
ajfa-1143	238	16	bank	bank	NOUN
ajfa-1143	238	17	was	be	AUX
ajfa-1143	238	18	administratively	administratively	ADV
ajfa-1143	238	19	oriented	orient	VERB
ajfa-1143	238	20	,	,	PUNCT
ajfa-1143	238	21	rather	rather	ADV
ajfa-1143	238	22	than	than	ADP
ajfa-1143	238	23	customer	customer	NOUN
ajfa-1143	238	24	oriented	orient	VERB
ajfa-1143	238	25	(	(	PUNCT
ajfa-1143	238	26	sturdy	sturdy	ADJ
ajfa-1143	238	27	,	,	PUNCT
ajfa-1143	238	28	2000	2000	NUM
ajfa-1143	238	29	)	)	PUNCT
ajfa-1143	238	30	with	with	ADP
ajfa-1143	238	31	management	management	NOUN
ajfa-1143	238	32	appearing	appear	VERB
ajfa-1143	238	33	to	to	PART
ajfa-1143	238	34	concern	concern	VERB
ajfa-1143	238	35	themselves	themselves	PRON
ajfa-1143	238	36	with	with	ADP
ajfa-1143	238	37	bank	bank	NOUN
ajfa-1143	238	38	administrative	administrative	ADJ
ajfa-1143	238	39	quality	quality	NOUN
ajfa-1143	238	40	and	and	CCONJ
ajfa-1143	238	41	product	product	NOUN
ajfa-1143	238	42	/	/	SYM
ajfa-1143	238	43	information	information	NOUN
ajfa-1143	238	44	quality	quality	NOUN
ajfa-1143	238	45	(	(	PUNCT
ajfa-1143	238	46	dwyer	dwyer	PROPN
ajfa-1143	238	47	,	,	PUNCT
ajfa-1143	238	48	schurr	schurr	NOUN
ajfa-1143	238	49	,	,	PUNCT
ajfa-1143	238	50	and	and	CCONJ
ajfa-1143	238	51	oh	oh	INTJ
ajfa-1143	238	52	,	,	PUNCT
ajfa-1143	238	53	1987	1987	NUM
ajfa-1143	238	54	)	)	PUNCT
ajfa-1143	238	55	.	.	PUNCT
ajfa-1143	239	1	this	this	PRON
ajfa-1143	239	2	was	be	AUX
ajfa-1143	239	3	typified	typify	VERB
ajfa-1143	239	4	through	through	ADP
ajfa-1143	239	5	one	one	NUM
ajfa-1143	239	6	customer	customer	NOUN
ajfa-1143	239	7	’s	’s	PART
ajfa-1143	239	8	viewpoint	viewpoint	NOUN
ajfa-1143	239	9	(	(	PUNCT
ajfa-1143	239	10	c11	c11	NOUN
ajfa-1143	239	11	)	)	PUNCT
ajfa-1143	239	12	that	that	PRON
ajfa-1143	239	13	indicated	indicate	VERB
ajfa-1143	239	14	…	…	PUNCT
ajfa-1143	239	15	we	we	PRON
ajfa-1143	239	16	had	have	VERB
ajfa-1143	239	17	to	to	PART
ajfa-1143	239	18	follow	follow	VERB
ajfa-1143	239	19	the	the	DET
ajfa-1143	239	20	bank	bank	NOUN
ajfa-1143	239	21	procedure	procedure	NOUN
ajfa-1143	239	22	exactly	exactly	ADV
ajfa-1143	239	23	.	.	PUNCT
ajfa-1143	240	1	and	and	CCONJ
ajfa-1143	240	2	when	when	SCONJ
ajfa-1143	240	3	we	we	PRON
ajfa-1143	240	4	got	get	VERB
ajfa-1143	240	5	it	it	PRON
ajfa-1143	240	6	wrong	wrong	ADJ
ajfa-1143	240	7	we	we	PRON
ajfa-1143	240	8	had	have	AUX
ajfa-1143	240	9	fill	fill	VERB
ajfa-1143	240	10	another	another	DET
ajfa-1143	240	11	form	form	NOUN
ajfa-1143	240	12	in	in	ADP
ajfa-1143	240	13	this	this	PRON
ajfa-1143	240	14	was	be	AUX
ajfa-1143	240	15	ridiculous	ridiculous	ADJ
ajfa-1143	240	16	.	.	PUNCT
ajfa-1143	241	1	it	it	PRON
ajfa-1143	241	2	was	be	AUX
ajfa-1143	241	3	anticipated	anticipate	VERB
ajfa-1143	241	4	by	by	ADP
ajfa-1143	241	5	some	some	DET
ajfa-1143	241	6	customers	customer	NOUN
ajfa-1143	241	7	(	(	PUNCT
ajfa-1143	241	8	4	4	NUM
ajfa-1143	241	9	)	)	PUNCT
ajfa-1143	241	10	that	that	PRON
ajfa-1143	241	11	banks	bank	NOUN
ajfa-1143	241	12	should	should	AUX
ajfa-1143	241	13	have	have	AUX
ajfa-1143	241	14	changed	change	VERB
ajfa-1143	241	15	over	over	ADP
ajfa-1143	241	16	the	the	DET
ajfa-1143	241	17	past	past	ADJ
ajfa-1143	241	18	five	five	NUM
ajfa-1143	241	19	years	year	NOUN
ajfa-1143	241	20	as	as	SCONJ
ajfa-1143	241	21	indicated	indicate	VERB
ajfa-1143	241	22	by	by	ADP
ajfa-1143	241	23	one	one	NUM
ajfa-1143	241	24	customer	customer	NOUN
ajfa-1143	241	25	(	(	PUNCT
ajfa-1143	241	26	c2	c2	PROPN
ajfa-1143	241	27	)	)	PUNCT
ajfa-1143	241	28	who	who	PRON
ajfa-1143	241	29	stated	state	VERB
ajfa-1143	241	30	…	…	PUNCT
ajfa-1143	241	31	you	you	PRON
ajfa-1143	241	32	’d	’d	NOUN
ajfa-1143	241	33	think	think	VERB
ajfa-1143	241	34	that	that	SCONJ
ajfa-1143	241	35	they	they	PRON
ajfa-1143	241	36	would	would	AUX
ajfa-1143	241	37	have	have	AUX
ajfa-1143	241	38	got	get	VERB
ajfa-1143	241	39	it	it	PRON
ajfa-1143	241	40	right	right	ADJ
ajfa-1143	241	41	by	by	ADP
ajfa-1143	241	42	now	now	ADV
ajfa-1143	241	43	.	.	PUNCT
ajfa-1143	242	1	all	all	DET
ajfa-1143	242	2	that	that	DET
ajfa-1143	242	3	money	money	NOUN
ajfa-1143	242	4	in	in	ADP
ajfa-1143	242	5	changing	change	VERB
ajfa-1143	242	6	how	how	SCONJ
ajfa-1143	242	7	the	the	DET
ajfa-1143	242	8	bank	bank	NOUN
ajfa-1143	242	9	looks	look	VERB
ajfa-1143	242	10	and	and	CCONJ
ajfa-1143	242	11	they	they	PRON
ajfa-1143	242	12	still	still	ADV
ajfa-1143	242	13	ca	can	AUX
ajfa-1143	242	14	n’t	not	PART
ajfa-1143	242	15	remember	remember	VERB
ajfa-1143	242	16	my	my	PRON
ajfa-1143	242	17	name	name	NOUN
ajfa-1143	242	18	!	!	PUNCT
ajfa-1143	243	1	the	the	DET
ajfa-1143	243	2	evidence	evidence	NOUN
ajfa-1143	243	3	from	from	ADP
ajfa-1143	243	4	customers	customer	NOUN
ajfa-1143	243	5	does	do	AUX
ajfa-1143	243	6	not	not	PART
ajfa-1143	243	7	appear	appear	VERB
ajfa-1143	243	8	to	to	PART
ajfa-1143	243	9	support	support	VERB
ajfa-1143	243	10	the	the	DET
ajfa-1143	243	11	view	view	NOUN
ajfa-1143	243	12	of	of	ADP
ajfa-1143	243	13	banks	bank	NOUN
ajfa-1143	243	14	as	as	ADV
ajfa-1143	243	15	supportive	supportive	ADJ
ajfa-1143	243	16	nor	nor	CCONJ
ajfa-1143	243	17	as	as	SCONJ
ajfa-1143	243	18	customer	customer	NOUN
ajfa-1143	243	19	oriented	orient	VERB
ajfa-1143	243	20	as	as	ADP
ajfa-1143	243	21	required	require	VERB
ajfa-1143	243	22	(	(	PUNCT
ajfa-1143	243	23	jayawardhena	jayawardhena	PROPN
ajfa-1143	243	24	and	and	CCONJ
ajfa-1143	243	25	foley	foley	PROPN
ajfa-1143	243	26	,	,	PUNCT
ajfa-1143	243	27	2000	2000	NUM
ajfa-1143	243	28	)	)	PUNCT
ajfa-1143	243	29	;	;	PUNCT
ajfa-1143	243	30	rubin	rubin	PROPN
ajfa-1143	243	31	,	,	PUNCT
ajfa-1143	243	32	1995	1995	NUM
ajfa-1143	243	33	)	)	PUNCT
ajfa-1143	243	34	.	.	PUNCT
ajfa-1143	244	1	customer	customer	NOUN
ajfa-1143	244	2	needs	need	VERB
ajfa-1143	244	3	–	–	PUNCT
ajfa-1143	244	4	whilst	whilst	SCONJ
ajfa-1143	244	5	the	the	DET
ajfa-1143	244	6	evidence	evidence	NOUN
ajfa-1143	244	7	indicated	indicate	VERB
ajfa-1143	244	8	that	that	SCONJ
ajfa-1143	244	9	some	some	DET
ajfa-1143	244	10	bank	bank	NOUN
ajfa-1143	244	11	staff	staff	NOUN
ajfa-1143	244	12	meets	meet	VERB
ajfa-1143	244	13	customer	customer	NOUN
ajfa-1143	244	14	’s	’s	PART
ajfa-1143	244	15	needs	need	NOUN
ajfa-1143	244	16	by	by	ADP
ajfa-1143	244	17	attempting	attempt	VERB
ajfa-1143	244	18	to	to	PART
ajfa-1143	244	19	be	be	AUX
ajfa-1143	244	20	responsive	responsive	ADJ
ajfa-1143	244	21	and	and	CCONJ
ajfa-1143	244	22	outward	outward	VERB
ajfa-1143	244	23	customer	customer	NOUN
ajfa-1143	244	24	orientation	orientation	NOUN
ajfa-1143	244	25	,	,	PUNCT
ajfa-1143	244	26	a	a	DET
ajfa-1143	244	27	significant	significant	ADJ
ajfa-1143	244	28	minority	minority	NOUN
ajfa-1143	244	29	of	of	ADP
ajfa-1143	244	30	customers	customer	NOUN
ajfa-1143	244	31	(	(	PUNCT
ajfa-1143	244	32	9	9	NUM
ajfa-1143	244	33	)	)	PUNCT
ajfa-1143	244	34	suggested	suggest	VERB
ajfa-1143	244	35	that	that	SCONJ
ajfa-1143	244	36	most	most	ADJ
ajfa-1143	244	37	bank	bank	NOUN
ajfa-1143	244	38	staff	staff	NOUN
ajfa-1143	244	39	did	do	AUX
ajfa-1143	244	40	not	not	PART
ajfa-1143	244	41	(	(	PUNCT
ajfa-1143	244	42	supporting	support	VERB
ajfa-1143	244	43	axson	axson	PROPN
ajfa-1143	244	44	’s	’s	PART
ajfa-1143	244	45	1992	1992	NUM
ajfa-1143	244	46	,	,	PUNCT
ajfa-1143	244	47	notion	notion	NOUN
ajfa-1143	244	48	of	of	ADP
ajfa-1143	244	49	a	a	DET
ajfa-1143	244	50	major	major	ADJ
ajfa-1143	244	51	gulf	gulf	NOUN
ajfa-1143	244	52	in	in	ADP
ajfa-1143	244	53	views	view	NOUN
ajfa-1143	244	54	between	between	ADP
ajfa-1143	244	55	the	the	DET
ajfa-1143	244	56	bank	bank	NOUN
ajfa-1143	244	57	and	and	CCONJ
ajfa-1143	244	58	the	the	DET
ajfa-1143	244	59	customer	customer	NOUN
ajfa-1143	244	60	)	)	PUNCT
ajfa-1143	244	61	as	as	SCONJ
ajfa-1143	244	62	typified	typify	VERB
ajfa-1143	244	63	by	by	ADP
ajfa-1143	244	64	one	one	NUM
ajfa-1143	244	65	customer	customer	NOUN
ajfa-1143	244	66	(	(	PUNCT
ajfa-1143	244	67	c14	c14	NOUN
ajfa-1143	244	68	)	)	PUNCT
ajfa-1143	244	69	who	who	PRON
ajfa-1143	244	70	indicated	indicate	VERB
ajfa-1143	244	71	…	…	PUNCT
ajfa-1143	244	72	i	i	PRON
ajfa-1143	244	73	ca	can	AUX
ajfa-1143	244	74	n’t	not	PART
ajfa-1143	244	75	remember	remember	VERB
ajfa-1143	244	76	when	when	SCONJ
ajfa-1143	244	77	they	they	PRON
ajfa-1143	244	78	[	[	X
ajfa-1143	244	79	bank	bank	NOUN
ajfa-1143	244	80	staff	staff	NOUN
ajfa-1143	244	81	]	]	PUNCT
ajfa-1143	244	82	went	go	VERB
ajfa-1143	244	83	out	out	ADP
ajfa-1143	244	84	of	of	ADP
ajfa-1143	244	85	their	their	PRON
ajfa-1143	244	86	way	way	NOUN
ajfa-1143	244	87	to	to	PART
ajfa-1143	244	88	help	help	VERB
ajfa-1143	244	89	you	you	PRON
ajfa-1143	244	90	.	.	PUNCT
ajfa-1143	245	1	again	again	ADV
ajfa-1143	245	2	,	,	PUNCT
ajfa-1143	245	3	when	when	SCONJ
ajfa-1143	245	4	applying	apply	VERB
ajfa-1143	245	5	the	the	DET
ajfa-1143	245	6	disconfirmation	disconfirmation	NOUN
ajfa-1143	245	7	paradigm	paradigm	NOUN
ajfa-1143	245	8	developed	develop	VERB
ajfa-1143	245	9	by	by	ADP
ajfa-1143	245	10	parasuraman	parasuraman	NOUN
ajfa-1143	245	11	et	et	PROPN
ajfa-1143	245	12	al	al	PROPN
ajfa-1143	245	13	.	.	PROPN
ajfa-1143	246	1	(	(	PUNCT
ajfa-1143	246	2	1988	1988	NUM
ajfa-1143	246	3	)	)	PUNCT
ajfa-1143	246	4	it	it	PRON
ajfa-1143	246	5	follows	follow	VERB
ajfa-1143	246	6	those	those	DET
ajfa-1143	246	7	customers	customer	NOUN
ajfa-1143	246	8	in	in	ADP
ajfa-1143	246	9	this	this	DET
ajfa-1143	246	10	study	study	NOUN
ajfa-1143	246	11	may	may	AUX
ajfa-1143	246	12	not	not	PART
ajfa-1143	246	13	be	be	AUX
ajfa-1143	246	14	a	a	DET
ajfa-1143	246	15	fully	fully	ADV
ajfa-1143	246	16	satisfied	satisfied	ADJ
ajfa-1143	246	17	group	group	NOUN
ajfa-1143	246	18	.	.	PUNCT
ajfa-1143	247	1	the	the	DET
ajfa-1143	247	2	findings	finding	NOUN
ajfa-1143	247	3	revealed	reveal	VERB
ajfa-1143	247	4	that	that	SCONJ
ajfa-1143	247	5	service	service	NOUN
ajfa-1143	247	6	evaluation	evaluation	NOUN
ajfa-1143	247	7	mechanisms	mechanism	NOUN
ajfa-1143	247	8	do	do	AUX
ajfa-1143	247	9	not	not	PART
ajfa-1143	247	10	appear	appear	VERB
ajfa-1143	247	11	to	to	PART
ajfa-1143	247	12	be	be	AUX
ajfa-1143	247	13	trusted	trust	VERB
ajfa-1143	247	14	(	(	PUNCT
ajfa-1143	247	15	merrilees	merrilee	NOUN
ajfa-1143	247	16	and	and	CCONJ
ajfa-1143	247	17	fry	fry	NOUN
ajfa-1143	247	18	,	,	PUNCT
ajfa-1143	247	19	2003	2003	NUM
ajfa-1143	247	20	)	)	PUNCT
ajfa-1143	247	21	or	or	CCONJ
ajfa-1143	247	22	understood	understand	VERB
ajfa-1143	247	23	effectively	effectively	ADV
ajfa-1143	247	24	by	by	ADP
ajfa-1143	247	25	customers	customer	NOUN
ajfa-1143	247	26	and	and	CCONJ
ajfa-1143	247	27	therefore	therefore	ADV
ajfa-1143	247	28	levels	level	NOUN
ajfa-1143	247	29	of	of	ADP
ajfa-1143	247	30	customer	customer	NOUN
ajfa-1143	247	31	anxiety	anxiety	NOUN
ajfa-1143	247	32	appears	appear	VERB
ajfa-1143	247	33	to	to	PART
ajfa-1143	247	34	be	be	AUX
ajfa-1143	247	35	high	high	ADJ
ajfa-1143	247	36	.	.	PUNCT
ajfa-1143	248	1	as	as	SCONJ
ajfa-1143	248	2	one	one	NUM
ajfa-1143	248	3	customer	customer	NOUN
ajfa-1143	248	4	(	(	PUNCT
ajfa-1143	248	5	c8	c8	PROPN
ajfa-1143	248	6	)	)	PUNCT
ajfa-1143	248	7	suggests	suggest	VERB
ajfa-1143	248	8	…	…	PUNCT
ajfa-1143	248	9	if	if	SCONJ
ajfa-1143	248	10	we	we	PRON
ajfa-1143	248	11	give	give	VERB
ajfa-1143	248	12	them	they	PRON
ajfa-1143	248	13	negative	negative	ADJ
ajfa-1143	248	14	evaluations	evaluation	NOUN
ajfa-1143	248	15	it	it	PRON
ajfa-1143	248	16	may	may	AUX
ajfa-1143	248	17	affect	affect	VERB
ajfa-1143	248	18	my	my	PRON
ajfa-1143	248	19	credit	credit	NOUN
ajfa-1143	248	20	standing	standing	NOUN
ajfa-1143	248	21	or	or	CCONJ
ajfa-1143	248	22	my	my	PRON
ajfa-1143	248	23	brothers	brother	NOUN
ajfa-1143	248	24	or	or	CCONJ
ajfa-1143	248	25	sons	son	NOUN
ajfa-1143	248	26	.	.	PUNCT
ajfa-1143	249	1	so	so	ADV
ajfa-1143	249	2	i	i	PRON
ajfa-1143	249	3	wo	will	AUX
ajfa-1143	249	4	n’t	not	PART
ajfa-1143	249	5	take	take	VERB
ajfa-1143	249	6	the	the	DET
ajfa-1143	249	7	risk	risk	NOUN
ajfa-1143	249	8	.	.	PUNCT
ajfa-1143	250	1	this	this	PRON
ajfa-1143	250	2	appears	appear	VERB
ajfa-1143	250	3	to	to	PART
ajfa-1143	250	4	support	support	VERB
ajfa-1143	250	5	the	the	DET
ajfa-1143	250	6	outcomes	outcome	NOUN
ajfa-1143	250	7	of	of	ADP
ajfa-1143	250	8	darby	darby	PROPN
ajfa-1143	250	9	and	and	CCONJ
ajfa-1143	250	10	karni	karni	PROPN
ajfa-1143	250	11	(	(	PUNCT
ajfa-1143	250	12	1973	1973	NUM
ajfa-1143	250	13	)	)	PUNCT
ajfa-1143	250	14	in	in	ADP
ajfa-1143	250	15	a	a	DET
ajfa-1143	250	16	study	study	NOUN
ajfa-1143	250	17	of	of	ADP
ajfa-1143	250	18	the	the	DET
ajfa-1143	250	19	effects	effect	NOUN
ajfa-1143	250	20	of	of	ADP
ajfa-1143	250	21	customer	customer	NOUN
ajfa-1143	250	22	misinformation	misinformation	NOUN
ajfa-1143	250	23	.	.	PUNCT
ajfa-1143	251	1	consequently	consequently	ADV
ajfa-1143	251	2	,	,	PUNCT
ajfa-1143	251	3	this	this	PRON
ajfa-1143	251	4	may	may	AUX
ajfa-1143	251	5	be	be	AUX
ajfa-1143	251	6	an	an	DET
ajfa-1143	251	7	issue	issue	NOUN
ajfa-1143	251	8	of	of	ADP
ajfa-1143	251	9	concern	concern	NOUN
ajfa-1143	251	10	for	for	ADP
ajfa-1143	251	11	the	the	DET
ajfa-1143	251	12	bank	bank	NOUN
ajfa-1143	251	13	management	management	NOUN
ajfa-1143	251	14	.	.	PUNCT
ajfa-1143	252	1	further	far	ADV
ajfa-1143	252	2	,	,	PUNCT
ajfa-1143	252	3	the	the	DET
ajfa-1143	252	4	notion	notion	NOUN
ajfa-1143	252	5	of	of	ADP
ajfa-1143	252	6	trust	trust	NOUN
ajfa-1143	252	7	between	between	ADP
ajfa-1143	252	8	staff	staff	NOUN
ajfa-1143	252	9	and	and	CCONJ
ajfa-1143	252	10	customers	customer	NOUN
ajfa-1143	252	11	appears	appear	VERB
ajfa-1143	252	12	to	to	PART
ajfa-1143	252	13	be	be	AUX
ajfa-1143	252	14	deficient	deficient	ADJ
ajfa-1143	252	15	as	as	ADP
ajfa-1143	252	16	the	the	DET
ajfa-1143	252	17	relational	relational	ADJ
ajfa-1143	252	18	exchange	exchange	NOUN
ajfa-1143	252	19	between	between	ADP
ajfa-1143	252	20	service	service	NOUN
ajfa-1143	252	21	providers	provider	NOUN
ajfa-1143	252	22	and	and	CCONJ
ajfa-1143	252	23	customers	customer	NOUN
ajfa-1143	252	24	,	,	PUNCT
ajfa-1143	252	25	is	be	AUX
ajfa-1143	252	26	not	not	PART
ajfa-1143	252	27	simply	simply	ADV
ajfa-1143	252	28	a	a	DET
ajfa-1143	252	29	series	series	NOUN
ajfa-1143	252	30	of	of	ADP
ajfa-1143	252	31	independent	independent	ADJ
ajfa-1143	252	32	transactions	transaction	NOUN
ajfa-1143	252	33	(	(	PUNCT
ajfa-1143	252	34	e.g.	e.g.	ADV
ajfa-1143	252	35	berry	berry	NOUN
ajfa-1143	252	36	,	,	PUNCT
ajfa-1143	252	37	1983	1983	NUM
ajfa-1143	252	38	;	;	PUNCT
ajfa-1143	252	39	and	and	CCONJ
ajfa-1143	252	40	jackson	jackson	PROPN
ajfa-1143	252	41	,	,	PUNCT
ajfa-1143	252	42	1985	1985	NUM
ajfa-1143	252	43	)	)	PUNCT
ajfa-1143	252	44	leading	lead	VERB
ajfa-1143	252	45	to	to	ADP
ajfa-1143	252	46	the	the	DET
ajfa-1143	252	47	desired	desire	VERB
ajfa-1143	252	48	level	level	NOUN
ajfa-1143	252	49	of	of	ADP
ajfa-1143	252	50	customer	customer	NOUN
ajfa-1143	252	51	satisfaction	satisfaction	NOUN
ajfa-1143	252	52	(	(	PUNCT
ajfa-1143	252	53	geyskens	geysken	NOUN
ajfa-1143	252	54	,	,	PUNCT
ajfa-1143	252	55	steenkamp	steenkamp	NOUN
ajfa-1143	252	56	and	and	CCONJ
ajfa-1143	252	57	kumar	kumar	PROPN
ajfa-1143	252	58	,	,	PUNCT
ajfa-1143	252	59	1999	1999	NUM
ajfa-1143	252	60	)	)	PUNCT
ajfa-1143	252	61	.	.	PUNCT
ajfa-1143	253	1	as	as	SCONJ
ajfa-1143	253	2	such	such	DET
ajfa-1143	253	3	the	the	DET
ajfa-1143	253	4	evidence	evidence	NOUN
ajfa-1143	253	5	points	point	VERB
ajfa-1143	253	6	to	to	ADP
ajfa-1143	253	7	a	a	DET
ajfa-1143	253	8	customer	customer	NOUN
ajfa-1143	253	9	need	need	VERB
ajfa-1143	253	10	to	to	PART
ajfa-1143	253	11	develop	develop	VERB
ajfa-1143	253	12	a	a	DET
ajfa-1143	253	13	relationship	relationship	NOUN
ajfa-1143	253	14	that	that	PRON
ajfa-1143	253	15	is	be	AUX
ajfa-1143	253	16	likely	likely	ADJ
ajfa-1143	253	17	to	to	PART
ajfa-1143	253	18	rely	rely	VERB
ajfa-1143	253	19	on	on	ADP
ajfa-1143	253	20	such	such	ADJ
ajfa-1143	253	21	issues	issue	NOUN
ajfa-1143	253	22	as	as	ADP
ajfa-1143	253	23	trust	trust	NOUN
ajfa-1143	253	24	,	,	PUNCT
ajfa-1143	253	25	equity	equity	NOUN
ajfa-1143	253	26	,	,	PUNCT
ajfa-1143	253	27	responsibility	responsibility	NOUN
ajfa-1143	253	28	,	,	PUNCT
ajfa-1143	253	29	and	and	CCONJ
ajfa-1143	253	30	commitment	commitment	NOUN
ajfa-1143	253	31	confirming	confirm	VERB
ajfa-1143	253	32	the	the	DET
ajfa-1143	253	33	work	work	NOUN
ajfa-1143	253	34	of	of	ADP
ajfa-1143	253	35	gundlach	gundlach	NOUN
ajfa-1143	253	36	and	and	CCONJ
ajfa-1143	253	37	murphy	murphy	PROPN
ajfa-1143	253	38	(	(	PUNCT
ajfa-1143	253	39	1993	1993	NUM
ajfa-1143	253	40	)	)	PUNCT
ajfa-1143	253	41	.	.	PUNCT
ajfa-1143	254	1	customer	customer	NOUN
ajfa-1143	254	2	expectations	expectation	NOUN
ajfa-1143	254	3	and	and	CCONJ
ajfa-1143	254	4	bank	bank	NOUN
ajfa-1143	254	5	customer	customer	NOUN
ajfa-1143	254	6	orientation	orientation	NOUN
ajfa-1143	254	7	appear	appear	VERB
ajfa-1143	254	8	from	from	ADP
ajfa-1143	254	9	the	the	DET
ajfa-1143	254	10	evidence	evidence	NOUN
ajfa-1143	254	11	to	to	PART
ajfa-1143	254	12	indicate	indicate	VERB
ajfa-1143	254	13	a	a	DET
ajfa-1143	254	14	wide	wide	ADJ
ajfa-1143	254	15	gap	gap	NOUN
ajfa-1143	254	16	between	between	ADP
ajfa-1143	254	17	both	both	DET
ajfa-1143	254	18	realities	reality	NOUN
ajfa-1143	254	19	and	and	CCONJ
ajfa-1143	254	20	this	this	DET
ajfa-1143	254	21	corresponds	correspond	VERB
ajfa-1143	254	22	with	with	ADP
ajfa-1143	254	23	the	the	DET
ajfa-1143	254	24	findings	finding	NOUN
ajfa-1143	254	25	from	from	ADP
ajfa-1143	254	26	the	the	DET
ajfa-1143	254	27	possible	possible	ADJ
ajfa-1143	254	28	lack	lack	NOUN
ajfa-1143	254	29	of	of	ADP
ajfa-1143	254	30	visibility	visibility	NOUN
ajfa-1143	254	31	in	in	ADP
ajfa-1143	254	32	the	the	DET
ajfa-1143	254	33	banks	bank	NOUN
ajfa-1143	254	34	understanding	understanding	NOUN
ajfa-1143	254	35	of	of	ADP
ajfa-1143	254	36	customer	customer	NOUN
ajfa-1143	254	37	needs	need	NOUN
ajfa-1143	254	38	(	(	PUNCT
ajfa-1143	254	39	based	base	VERB
ajfa-1143	254	40	on	on	ADP
ajfa-1143	254	41	dick	dick	PROPN
ajfa-1143	254	42	and	and	CCONJ
ajfa-1143	254	43	basu	basu	PROPN
ajfa-1143	254	44	,	,	PUNCT
ajfa-1143	254	45	1994	1994	NUM
ajfa-1143	254	46	)	)	PUNCT
ajfa-1143	254	47	.	.	PUNCT
ajfa-1143	255	1	for	for	ADP
ajfa-1143	255	2	example	example	NOUN
ajfa-1143	255	3	,	,	PUNCT
ajfa-1143	255	4	one	one	NUM
ajfa-1143	255	5	customer	customer	NOUN
ajfa-1143	255	6	(	(	PUNCT
ajfa-1143	255	7	c5	c5	PROPN
ajfa-1143	255	8	)	)	PUNCT
ajfa-1143	255	9	who	who	PRON
ajfa-1143	255	10	typifies	typify	VERB
ajfa-1143	255	11	a	a	DET
ajfa-1143	255	12	large	large	ADJ
ajfa-1143	255	13	portion	portion	NOUN
ajfa-1143	255	14	of	of	ADP
ajfa-1143	255	15	the	the	DET
ajfa-1143	255	16	sample	sample	NOUN
ajfa-1143	255	17	(	(	PUNCT
ajfa-1143	255	18	12	12	NUM
ajfa-1143	255	19	)	)	PUNCT
ajfa-1143	255	20	suggested	suggest	VERB
ajfa-1143	255	21	that	that	SCONJ
ajfa-1143	255	22	…	…	PUNCT
ajfa-1143	255	23	if	if	SCONJ
ajfa-1143	255	24	the	the	DET
ajfa-1143	255	25	bank	bank	NOUN
ajfa-1143	255	26	will	will	AUX
ajfa-1143	255	27	only	only	ADV
ajfa-1143	255	28	listen	listen	VERB
ajfa-1143	255	29	to	to	ADP
ajfa-1143	255	30	us	we	PRON
ajfa-1143	255	31	,	,	PUNCT
ajfa-1143	255	32	i	i	PRON
ajfa-1143	255	33	know	know	VERB
ajfa-1143	255	34	they	they	PRON
ajfa-1143	255	35	will	will	AUX
ajfa-1143	255	36	benefit	benefit	VERB
ajfa-1143	255	37	financially	financially	ADV
ajfa-1143	255	38	in	in	ADP
ajfa-1143	255	39	the	the	DET
ajfa-1143	255	40	end	end	NOUN
ajfa-1143	255	41	.	.	PUNCT
ajfa-1143	256	1	consequently	consequently	ADV
ajfa-1143	256	2	,	,	PUNCT
ajfa-1143	256	3	further	further	ADJ
ajfa-1143	256	4	research	research	NOUN
ajfa-1143	256	5	is	be	AUX
ajfa-1143	256	6	needed	need	VERB
ajfa-1143	256	7	to	to	PART
ajfa-1143	256	8	explore	explore	VERB
ajfa-1143	256	9	the	the	DET
ajfa-1143	256	10	reasons	reason	NOUN
ajfa-1143	256	11	for	for	ADP
ajfa-1143	256	12	such	such	ADJ
ajfa-1143	256	13	differences	difference	NOUN
ajfa-1143	256	14	and	and	CCONJ
ajfa-1143	256	15	the	the	DET
ajfa-1143	256	16	possibilities	possibility	NOUN
ajfa-1143	256	17	surrounding	surround	VERB
ajfa-1143	256	18	the	the	DET
ajfa-1143	256	19	closure	closure	NOUN
ajfa-1143	256	20	of	of	ADP
ajfa-1143	256	21	customer	customer	NOUN
ajfa-1143	256	22	expectations	expectation	NOUN
ajfa-1143	256	23	and	and	CCONJ
ajfa-1143	256	24	bank	bank	NOUN
ajfa-1143	256	25	customer	customer	NOUN
ajfa-1143	256	26	orientations	orientation	NOUN
ajfa-1143	256	27	(	(	PUNCT
ajfa-1143	256	28	aaker	aaker	NOUN
ajfa-1143	256	29	,	,	PUNCT
ajfa-1143	256	30	1995	1995	NUM
ajfa-1143	256	31	)	)	PUNCT
ajfa-1143	256	32	.	.	PUNCT
ajfa-1143	257	1	this	this	PRON
ajfa-1143	257	2	appears	appear	VERB
ajfa-1143	257	3	to	to	PART
ajfa-1143	257	4	support	support	VERB
ajfa-1143	257	5	the	the	DET
ajfa-1143	257	6	work	work	NOUN
ajfa-1143	257	7	of	of	ADP
ajfa-1143	257	8	donthu	donthu	NOUN
ajfa-1143	257	9	and	and	CCONJ
ajfa-1143	257	10	yoo	yoo	PROPN
ajfa-1143	257	11	(	(	PUNCT
ajfa-1143	257	12	1998	1998	NUM
ajfa-1143	257	13	)	)	PUNCT
ajfa-1143	257	14	who	who	PRON
ajfa-1143	257	15	argued	argue	VERB
ajfa-1143	257	16	that	that	SCONJ
ajfa-1143	257	17	cultural	cultural	ADJ
ajfa-1143	257	18	influences	influence	NOUN
ajfa-1143	257	19	on	on	ADP
ajfa-1143	257	20	service	service	NOUN
ajfa-1143	257	21	quality	quality	NOUN
ajfa-1143	257	22	expectations	expectation	NOUN
ajfa-1143	257	23	are	be	AUX
ajfa-1143	257	24	profound	profound	ADJ
ajfa-1143	257	25	and	and	CCONJ
ajfa-1143	257	26	consequently	consequently	ADV
ajfa-1143	257	27	,	,	PUNCT
ajfa-1143	257	28	the	the	DET
ajfa-1143	257	29	result	result	NOUN
ajfa-1143	257	30	asian	asian	ADJ
ajfa-1143	257	31	journal	journal	NOUN
ajfa-1143	257	32	of	of	ADP
ajfa-1143	257	33	finance	finance	PROPN
ajfa-1143	257	34	&	&	CCONJ
ajfa-1143	257	35	accounting	accounting	PROPN
ajfa-1143	257	36	issn	issn	PROPN
ajfa-1143	257	37	1946	1946	NUM
ajfa-1143	257	38	-	-	PUNCT
ajfa-1143	257	39	052x	052x	NOUN
ajfa-1143	257	40	2012	2012	NUM
ajfa-1143	257	41	,	,	PUNCT
ajfa-1143	257	42	vol	vol	NOUN
ajfa-1143	257	43	.	.	PROPN
ajfa-1143	257	44	4	4	NUM
ajfa-1143	257	45	,	,	PUNCT
ajfa-1143	257	46	no	no	INTJ
ajfa-1143	257	47	.	.	NOUN
ajfa-1143	257	48	1	1	NUM
ajfa-1143	257	49	www.macrothink.org/ajfa	www.macrothink.org/ajfa	NOUN
ajfa-1143	257	50	38	38	NUM
ajfa-1143	257	51	here	here	ADV
ajfa-1143	257	52	leads	lead	VERB
ajfa-1143	257	53	to	to	ADP
ajfa-1143	257	54	the	the	DET
ajfa-1143	257	55	suggestion	suggestion	NOUN
ajfa-1143	257	56	that	that	SCONJ
ajfa-1143	257	57	bank	bank	NOUN
ajfa-1143	257	58	strategies	strategy	NOUN
ajfa-1143	257	59	affecting	affect	VERB
ajfa-1143	257	60	service	service	NOUN
ajfa-1143	257	61	quality	quality	NOUN
ajfa-1143	257	62	must	must	AUX
ajfa-1143	257	63	address	address	VERB
ajfa-1143	257	64	what	what	PRON
ajfa-1143	257	65	customers	customer	NOUN
ajfa-1143	257	66	expect	expect	VERB
ajfa-1143	257	67	.	.	PUNCT
ajfa-1143	258	1	the	the	DET
ajfa-1143	258	2	bank	bank	NOUN
ajfa-1143	258	3	would	would	AUX
ajfa-1143	258	4	appear	appear	VERB
ajfa-1143	258	5	to	to	PART
ajfa-1143	258	6	view	view	VERB
ajfa-1143	258	7	customers	customer	NOUN
ajfa-1143	258	8	as	as	ADP
ajfa-1143	258	9	necessary	necessary	ADJ
ajfa-1143	258	10	,	,	PUNCT
ajfa-1143	258	11	but	but	CCONJ
ajfa-1143	258	12	not	not	PART
ajfa-1143	258	13	the	the	DET
ajfa-1143	258	14	focus	focus	NOUN
ajfa-1143	258	15	for	for	ADP
ajfa-1143	258	16	bank	bank	NOUN
ajfa-1143	258	17	processes	process	NOUN
ajfa-1143	258	18	.	.	PUNCT
ajfa-1143	259	1	consequently	consequently	ADV
ajfa-1143	259	2	,	,	PUNCT
ajfa-1143	259	3	at	at	ADP
ajfa-1143	259	4	issue	issue	NOUN
ajfa-1143	259	5	is	be	AUX
ajfa-1143	259	6	the	the	DET
ajfa-1143	259	7	development	development	NOUN
ajfa-1143	259	8	of	of	ADP
ajfa-1143	259	9	a	a	DET
ajfa-1143	259	10	consumer	consumer	NOUN
ajfa-1143	259	11	orientation	orientation	NOUN
ajfa-1143	259	12	in	in	ADP
ajfa-1143	259	13	which	which	PRON
ajfa-1143	259	14	to	to	PART
ajfa-1143	259	15	build	build	VERB
ajfa-1143	259	16	more	more	ADV
ajfa-1143	259	17	effective	effective	ADJ
ajfa-1143	259	18	measures	measure	NOUN
ajfa-1143	259	19	to	to	PART
ajfa-1143	259	20	communicate	communicate	VERB
ajfa-1143	259	21	with	with	ADP
ajfa-1143	259	22	the	the	DET
ajfa-1143	259	23	consumer	consumer	NOUN
ajfa-1143	259	24	.	.	PUNCT
ajfa-1143	260	1	retaining	retain	VERB
ajfa-1143	260	2	customers	customer	NOUN
ajfa-1143	260	3	has	have	AUX
ajfa-1143	260	4	therefore	therefore	ADV
ajfa-1143	260	5	become	become	VERB
ajfa-1143	260	6	even	even	ADV
ajfa-1143	260	7	more	more	ADV
ajfa-1143	260	8	important	important	ADJ
ajfa-1143	260	9	,	,	PUNCT
ajfa-1143	260	10	as	as	ADV
ajfa-1143	260	11	well	well	ADV
ajfa-1143	260	12	as	as	ADP
ajfa-1143	260	13	more	more	ADV
ajfa-1143	260	14	intensified	intensified	ADJ
ajfa-1143	260	15	efforts	effort	NOUN
ajfa-1143	260	16	at	at	ADP
ajfa-1143	260	17	customer	customer	NOUN
ajfa-1143	260	18	relations	relation	NOUN
ajfa-1143	260	19	(	(	PUNCT
ajfa-1143	260	20	based	base	VERB
ajfa-1143	260	21	on	on	ADP
ajfa-1143	260	22	leung	leung	PROPN
ajfa-1143	260	23	,	,	PUNCT
ajfa-1143	260	24	1997	1997	NUM
ajfa-1143	260	25	)	)	PUNCT
ajfa-1143	260	26	.	.	PUNCT
ajfa-1143	261	1	6.3	6.3	NUM
ajfa-1143	262	1	what	what	PRON
ajfa-1143	262	2	is	be	AUX
ajfa-1143	262	3	the	the	DET
ajfa-1143	262	4	character	character	NOUN
ajfa-1143	262	5	of	of	ADP
ajfa-1143	262	6	bank	bank	NOUN
ajfa-1143	262	7	-	-	PUNCT
ajfa-1143	262	8	customer	customer	NOUN
ajfa-1143	262	9	service	service	NOUN
ajfa-1143	262	10	interaction	interaction	NOUN
ajfa-1143	262	11	?	?	PUNCT
ajfa-1143	263	1	this	this	PRON
ajfa-1143	263	2	is	be	AUX
ajfa-1143	263	3	informed	inform	VERB
ajfa-1143	263	4	by	by	ADP
ajfa-1143	263	5	key	key	ADJ
ajfa-1143	263	6	theme	theme	NOUN
ajfa-1143	263	7	4	4	NUM
ajfa-1143	263	8	(	(	PUNCT
ajfa-1143	263	9	product	product	NOUN
ajfa-1143	263	10	related	relate	VERB
ajfa-1143	263	11	)	)	PUNCT
ajfa-1143	263	12	6.3.1	6.3.1	NUM
ajfa-1143	263	13	key	key	ADJ
ajfa-1143	263	14	theme	theme	NOUN
ajfa-1143	263	15	4	4	NUM
ajfa-1143	263	16	product	product	NOUN
ajfa-1143	263	17	related	relate	VERB
ajfa-1143	263	18	product	product	NOUN
ajfa-1143	263	19	material	material	NOUN
ajfa-1143	263	20	–	–	PUNCT
ajfa-1143	263	21	only	only	ADV
ajfa-1143	263	22	a	a	DET
ajfa-1143	263	23	small	small	ADJ
ajfa-1143	263	24	number	number	NOUN
ajfa-1143	263	25	of	of	ADP
ajfa-1143	263	26	customers	customer	NOUN
ajfa-1143	263	27	(	(	PUNCT
ajfa-1143	263	28	4	4	NUM
ajfa-1143	263	29	)	)	PUNCT
ajfa-1143	263	30	appeared	appear	VERB
ajfa-1143	263	31	to	to	PART
ajfa-1143	263	32	indicate	indicate	VERB
ajfa-1143	263	33	that	that	SCONJ
ajfa-1143	263	34	the	the	DET
ajfa-1143	263	35	material	material	NOUN
ajfa-1143	263	36	provided	provide	VERB
ajfa-1143	263	37	to	to	ADP
ajfa-1143	263	38	customers	customer	NOUN
ajfa-1143	263	39	was	be	AUX
ajfa-1143	263	40	standardized	standardize	VERB
ajfa-1143	263	41	and	and	CCONJ
ajfa-1143	263	42	yet	yet	ADV
ajfa-1143	263	43	supportive	supportive	ADJ
ajfa-1143	263	44	and	and	CCONJ
ajfa-1143	263	45	flexible	flexible	ADJ
ajfa-1143	263	46	(	(	PUNCT
ajfa-1143	263	47	polonsky	polonsky	NOUN
ajfa-1143	263	48	,	,	PUNCT
ajfa-1143	263	49	suchard	suchard	NOUN
ajfa-1143	263	50	and	and	CCONJ
ajfa-1143	263	51	scott	scott	PROPN
ajfa-1143	263	52	,	,	PUNCT
ajfa-1143	263	53	1999	1999	NUM
ajfa-1143	263	54	)	)	PUNCT
ajfa-1143	263	55	in	in	ADP
ajfa-1143	263	56	terms	term	NOUN
ajfa-1143	263	57	of	of	ADP
ajfa-1143	263	58	the	the	DET
ajfa-1143	263	59	advice	advice	NOUN
ajfa-1143	263	60	and	and	CCONJ
ajfa-1143	263	61	information	information	NOUN
ajfa-1143	263	62	provided	provide	VERB
ajfa-1143	263	63	and	and	CCONJ
ajfa-1143	263	64	thus	thus	ADV
ajfa-1143	263	65	krepapa	krepapa	VERB
ajfa-1143	263	66	et	et	PROPN
ajfa-1143	263	67	al	al	PROPN
ajfa-1143	263	68	.	.	PROPN
ajfa-1143	264	1	(	(	PUNCT
ajfa-1143	264	2	2003	2003	NUM
ajfa-1143	264	3	)	)	PUNCT
ajfa-1143	264	4	are	be	AUX
ajfa-1143	264	5	justified	justify	VERB
ajfa-1143	264	6	in	in	ADP
ajfa-1143	264	7	claiming	claim	VERB
ajfa-1143	264	8	that	that	PRON
ajfa-1143	264	9	management	management	NOUN
ajfa-1143	264	10	should	should	AUX
ajfa-1143	264	11	be	be	AUX
ajfa-1143	264	12	able	able	ADJ
ajfa-1143	264	13	to	to	PART
ajfa-1143	264	14	think	think	VERB
ajfa-1143	264	15	in	in	ADP
ajfa-1143	264	16	terms	term	NOUN
ajfa-1143	264	17	of	of	ADP
ajfa-1143	264	18	identifying	identify	VERB
ajfa-1143	264	19	unmet	unmet	NOUN
ajfa-1143	264	20	customer	customer	NOUN
ajfa-1143	264	21	needs	need	VERB
ajfa-1143	264	22	through	through	ADP
ajfa-1143	264	23	the	the	DET
ajfa-1143	264	24	media	medium	NOUN
ajfa-1143	264	25	.	.	PUNCT
ajfa-1143	265	1	as	as	SCONJ
ajfa-1143	265	2	one	one	NUM
ajfa-1143	265	3	customer	customer	NOUN
ajfa-1143	265	4	(	(	PUNCT
ajfa-1143	265	5	c1	c1	PROPN
ajfa-1143	265	6	)	)	PUNCT
ajfa-1143	265	7	suggested	suggest	VERB
ajfa-1143	265	8	…	…	PUNCT
ajfa-1143	265	9	yes	yes	INTJ
ajfa-1143	265	10	,	,	PUNCT
ajfa-1143	265	11	they	they	PRON
ajfa-1143	265	12	do	do	AUX
ajfa-1143	265	13	provide	provide	VERB
ajfa-1143	265	14	sufficient	sufficient	ADJ
ajfa-1143	265	15	material	material	NOUN
ajfa-1143	265	16	,	,	PUNCT
ajfa-1143	265	17	but	but	CCONJ
ajfa-1143	265	18	sometimes	sometimes	ADV
ajfa-1143	265	19	it	it	PRON
ajfa-1143	265	20	is	be	AUX
ajfa-1143	265	21	out	out	ADP
ajfa-1143	265	22	of	of	ADP
ajfa-1143	265	23	date	date	NOUN
ajfa-1143	265	24	.	.	PUNCT
ajfa-1143	266	1	in	in	ADP
ajfa-1143	266	2	contrast	contrast	NOUN
ajfa-1143	266	3	,	,	PUNCT
ajfa-1143	266	4	another	another	DET
ajfa-1143	266	5	customer	customer	NOUN
ajfa-1143	266	6	(	(	PUNCT
ajfa-1143	266	7	c6	c6	PROPN
ajfa-1143	266	8	)	)	PUNCT
ajfa-1143	266	9	indicated	indicate	VERB
ajfa-1143	266	10	...	...	PUNCT
ajfa-1143	266	11	the	the	DET
ajfa-1143	266	12	material	material	NOUN
ajfa-1143	266	13	is	be	AUX
ajfa-1143	266	14	not	not	PART
ajfa-1143	266	15	very	very	ADV
ajfa-1143	266	16	good	good	ADJ
ajfa-1143	266	17	.	.	PUNCT
ajfa-1143	267	1	it	it	PRON
ajfa-1143	267	2	does	do	AUX
ajfa-1143	267	3	not	not	PART
ajfa-1143	267	4	provide	provide	VERB
ajfa-1143	267	5	us	we	PRON
ajfa-1143	267	6	with	with	ADP
ajfa-1143	267	7	all	all	PRON
ajfa-1143	267	8	that	that	PRON
ajfa-1143	267	9	we	we	PRON
ajfa-1143	267	10	need	need	VERB
ajfa-1143	267	11	to	to	PART
ajfa-1143	267	12	know	know	VERB
ajfa-1143	267	13	in	in	ADP
ajfa-1143	267	14	order	order	NOUN
ajfa-1143	267	15	to	to	PART
ajfa-1143	267	16	make	make	VERB
ajfa-1143	267	17	useful	useful	ADJ
ajfa-1143	267	18	financial	financial	ADJ
ajfa-1143	267	19	decisions	decision	NOUN
ajfa-1143	267	20	–	–	PUNCT
ajfa-1143	267	21	but	but	CCONJ
ajfa-1143	267	22	then	then	ADV
ajfa-1143	267	23	are	be	AUX
ajfa-1143	267	24	n’t	not	PART
ajfa-1143	267	25	they	they	PRON
ajfa-1143	267	26	all	all	PRON
ajfa-1143	267	27	like	like	ADP
ajfa-1143	267	28	that	that	PRON
ajfa-1143	267	29	?	?	PUNCT
ajfa-1143	268	1	however	however	ADV
ajfa-1143	268	2	,	,	PUNCT
ajfa-1143	268	3	other	other	ADJ
ajfa-1143	268	4	customers	customer	NOUN
ajfa-1143	268	5	(	(	PUNCT
ajfa-1143	268	6	8)	8)	NUM
ajfa-1143	268	7	failed	fail	VERB
ajfa-1143	268	8	to	to	PART
ajfa-1143	268	9	link	link	VERB
ajfa-1143	268	10	the	the	DET
ajfa-1143	268	11	banks	bank	NOUN
ajfa-1143	268	12	web	web	NOUN
ajfa-1143	268	13	-	-	NOUN
ajfa-1143	268	14	site	site	NOUN
ajfa-1143	268	15	with	with	ADP
ajfa-1143	268	16	printed	print	VERB
ajfa-1143	268	17	material	material	NOUN
ajfa-1143	268	18	,	,	PUNCT
ajfa-1143	268	19	as	as	SCONJ
ajfa-1143	268	20	one	one	NUM
ajfa-1143	268	21	customer	customer	NOUN
ajfa-1143	268	22	(	(	PUNCT
ajfa-1143	268	23	c14	c14	NOUN
ajfa-1143	268	24	)	)	PUNCT
ajfa-1143	268	25	depicted	depict	VERB
ajfa-1143	268	26	…	…	PUNCT
ajfa-1143	268	27	oh	oh	INTJ
ajfa-1143	268	28	the	the	DET
ajfa-1143	268	29	net	net	NOUN
ajfa-1143	268	30	is	be	AUX
ajfa-1143	268	31	different	different	ADJ
ajfa-1143	268	32	.	.	PUNCT
ajfa-1143	269	1	it	it	PRON
ajfa-1143	269	2	’s	’	VERB
ajfa-1143	269	3	not	not	PART
ajfa-1143	269	4	paper	paper	NOUN
ajfa-1143	269	5	is	be	AUX
ajfa-1143	269	6	it	it	PRON
ajfa-1143	269	7	.	.	PUNCT
ajfa-1143	270	1	you	you	PRON
ajfa-1143	270	2	ca	can	AUX
ajfa-1143	270	3	n’t	not	PART
ajfa-1143	270	4	take	take	VERB
ajfa-1143	270	5	it	it	PRON
ajfa-1143	270	6	to	to	ADP
ajfa-1143	270	7	the	the	DET
ajfa-1143	270	8	bank	bank	NOUN
ajfa-1143	270	9	and	and	CCONJ
ajfa-1143	270	10	say	say	VERB
ajfa-1143	270	11	this	this	PRON
ajfa-1143	270	12	is	be	AUX
ajfa-1143	270	13	what	what	PRON
ajfa-1143	270	14	you	you	PRON
ajfa-1143	270	15	stated	state	VERB
ajfa-1143	270	16	.	.	PUNCT
ajfa-1143	271	1	this	this	PRON
ajfa-1143	271	2	indicated	indicate	VERB
ajfa-1143	271	3	that	that	SCONJ
ajfa-1143	271	4	some	some	DET
ajfa-1143	271	5	customers	customer	NOUN
ajfa-1143	271	6	may	may	AUX
ajfa-1143	271	7	not	not	PART
ajfa-1143	271	8	be	be	AUX
ajfa-1143	271	9	experienced	experience	VERB
ajfa-1143	271	10	enough	enough	ADV
ajfa-1143	271	11	to	to	PART
ajfa-1143	271	12	assess	assess	VERB
ajfa-1143	271	13	the	the	DET
ajfa-1143	271	14	effect	effect	NOUN
ajfa-1143	271	15	of	of	ADP
ajfa-1143	271	16	the	the	DET
ajfa-1143	271	17	internet	internet	NOUN
ajfa-1143	271	18	on	on	ADP
ajfa-1143	271	19	bank	bank	NOUN
ajfa-1143	271	20	operations	operation	NOUN
ajfa-1143	271	21	,	,	PUNCT
ajfa-1143	271	22	or	or	CCONJ
ajfa-1143	271	23	that	that	SCONJ
ajfa-1143	271	24	customers	customer	NOUN
ajfa-1143	271	25	do	do	AUX
ajfa-1143	271	26	not	not	PART
ajfa-1143	271	27	trust	trust	VERB
ajfa-1143	271	28	the	the	DET
ajfa-1143	271	29	bank	bank	NOUN
ajfa-1143	271	30	unless	unless	SCONJ
ajfa-1143	271	31	it	it	PRON
ajfa-1143	271	32	is	be	AUX
ajfa-1143	271	33	directly	directly	ADV
ajfa-1143	271	34	from	from	ADP
ajfa-1143	271	35	them	they	PRON
ajfa-1143	271	36	in	in	ADP
ajfa-1143	271	37	writing	writing	NOUN
ajfa-1143	271	38	.	.	PUNCT
ajfa-1143	272	1	this	this	PRON
ajfa-1143	272	2	appears	appear	VERB
ajfa-1143	272	3	to	to	PART
ajfa-1143	272	4	confirm	confirm	VERB
ajfa-1143	272	5	one	one	NUM
ajfa-1143	272	6	of	of	ADP
ajfa-1143	272	7	the	the	DET
ajfa-1143	272	8	outcomes	outcome	NOUN
ajfa-1143	272	9	found	find	VERB
ajfa-1143	272	10	by	by	ADP
ajfa-1143	272	11	rotchanakitumnuai	rotchanakitumnuai	NOUN
ajfa-1143	272	12	and	and	CCONJ
ajfa-1143	272	13	speece	speece	NOUN
ajfa-1143	272	14	(	(	PUNCT
ajfa-1143	272	15	2003	2003	NUM
ajfa-1143	272	16	)	)	PUNCT
ajfa-1143	272	17	;	;	PUNCT
ajfa-1143	272	18	and	and	CCONJ
ajfa-1143	272	19	verhoef	verhoef	NOUN
ajfa-1143	272	20	,	,	PUNCT
ajfa-1143	272	21	reinartz	reinartz	PROPN
ajfa-1143	272	22	and	and	CCONJ
ajfa-1143	272	23	krafft	krafft	PROPN
ajfa-1143	272	24	(	(	PUNCT
ajfa-1143	272	25	2010	2010	NUM
ajfa-1143	272	26	)	)	PUNCT
ajfa-1143	272	27	.	.	PUNCT
ajfa-1143	273	1	service	service	NOUN
ajfa-1143	273	2	promise	promise	NOUN
ajfa-1143	273	3	–	–	PUNCT
ajfa-1143	273	4	a	a	DET
ajfa-1143	273	5	significant	significant	ADJ
ajfa-1143	273	6	majority	majority	NOUN
ajfa-1143	273	7	of	of	ADP
ajfa-1143	273	8	customers	customer	NOUN
ajfa-1143	273	9	(	(	PUNCT
ajfa-1143	273	10	11	11	NUM
ajfa-1143	273	11	)	)	PUNCT
ajfa-1143	273	12	indicated	indicate	VERB
ajfa-1143	273	13	that	that	SCONJ
ajfa-1143	273	14	they	they	PRON
ajfa-1143	273	15	had	have	AUX
ajfa-1143	273	16	experienced	experience	VERB
ajfa-1143	273	17	a	a	DET
ajfa-1143	273	18	failure	failure	NOUN
ajfa-1143	273	19	in	in	ADP
ajfa-1143	273	20	the	the	DET
ajfa-1143	273	21	service	service	NOUN
ajfa-1143	273	22	promise	promise	NOUN
ajfa-1143	273	23	(	(	PUNCT
ajfa-1143	273	24	supporting	support	VERB
ajfa-1143	273	25	grönroos	grönroo	NOUN
ajfa-1143	273	26	,	,	PUNCT
ajfa-1143	273	27	1996	1996	NUM
ajfa-1143	273	28	)	)	PUNCT
ajfa-1143	273	29	and	and	CCONJ
ajfa-1143	273	30	that	that	SCONJ
ajfa-1143	273	31	this	this	PRON
ajfa-1143	273	32	was	be	AUX
ajfa-1143	273	33	not	not	PART
ajfa-1143	273	34	an	an	DET
ajfa-1143	273	35	isolated	isolated	ADJ
ajfa-1143	273	36	event	event	NOUN
ajfa-1143	273	37	–	–	PUNCT
ajfa-1143	273	38	meaning	mean	VERB
ajfa-1143	273	39	that	that	SCONJ
ajfa-1143	273	40	this	this	PRON
ajfa-1143	273	41	occurred	occur	VERB
ajfa-1143	273	42	more	more	ADV
ajfa-1143	273	43	than	than	ADP
ajfa-1143	273	44	once	once	ADV
ajfa-1143	273	45	.	.	PUNCT
ajfa-1143	274	1	for	for	ADP
ajfa-1143	274	2	example	example	NOUN
ajfa-1143	274	3	,	,	PUNCT
ajfa-1143	274	4	one	one	NUM
ajfa-1143	274	5	customer	customer	NOUN
ajfa-1143	274	6	(	(	PUNCT
ajfa-1143	274	7	c18	c18	NOUN
ajfa-1143	274	8	)	)	PUNCT
ajfa-1143	274	9	stated	state	VERB
ajfa-1143	274	10	that	that	SCONJ
ajfa-1143	274	11	…	…	PUNCT
ajfa-1143	274	12	opening	opening	NOUN
ajfa-1143	274	13	hours	hour	NOUN
ajfa-1143	274	14	are	be	AUX
ajfa-1143	274	15	often	often	ADV
ajfa-1143	274	16	changed	change	VERB
ajfa-1143	274	17	without	without	ADP
ajfa-1143	274	18	notice	notice	NOUN
ajfa-1143	274	19	and	and	CCONJ
ajfa-1143	274	20	contrary	contrary	ADJ
ajfa-1143	274	21	to	to	ADP
ajfa-1143	274	22	those	those	PRON
ajfa-1143	274	23	that	that	PRON
ajfa-1143	274	24	are	be	AUX
ajfa-1143	274	25	indicated	indicate	VERB
ajfa-1143	274	26	in	in	ADP
ajfa-1143	274	27	the	the	DET
ajfa-1143	274	28	brochure	brochure	NOUN
ajfa-1143	274	29	.	.	PUNCT
ajfa-1143	275	1	they	they	PRON
ajfa-1143	275	2	do	do	AUX
ajfa-1143	275	3	n’t	not	PART
ajfa-1143	275	4	seem	seem	VERB
ajfa-1143	275	5	to	to	PART
ajfa-1143	275	6	consider	consider	VERB
ajfa-1143	275	7	us	we	PRON
ajfa-1143	275	8	customers	customer	NOUN
ajfa-1143	275	9	suggesting	suggest	VERB
ajfa-1143	275	10	that	that	SCONJ
ajfa-1143	275	11	the	the	DET
ajfa-1143	275	12	outcomes	outcome	NOUN
ajfa-1143	275	13	from	from	ADP
ajfa-1143	275	14	howcroft	howcroft	PROPN
ajfa-1143	275	15	and	and	CCONJ
ajfa-1143	275	16	durkin	durkin	PROPN
ajfa-1143	275	17	(	(	PUNCT
ajfa-1143	275	18	2000	2000	NUM
ajfa-1143	275	19	)	)	PUNCT
ajfa-1143	275	20	may	may	AUX
ajfa-1143	275	21	have	have	AUX
ajfa-1143	275	22	not	not	PART
ajfa-1143	275	23	been	be	AUX
ajfa-1143	275	24	headed	head	VERB
ajfa-1143	275	25	as	as	ADP
ajfa-1143	275	26	customer	customer	NOUN
ajfa-1143	275	27	interaction	interaction	NOUN
ajfa-1143	275	28	is	be	AUX
ajfa-1143	275	29	an	an	DET
ajfa-1143	275	30	important	important	ADJ
ajfa-1143	275	31	facet	facet	NOUN
ajfa-1143	275	32	of	of	ADP
ajfa-1143	275	33	bank	bank	NOUN
ajfa-1143	275	34	management	management	NOUN
ajfa-1143	275	35	.	.	PUNCT
ajfa-1143	276	1	another	another	DET
ajfa-1143	276	2	customer	customer	NOUN
ajfa-1143	276	3	(	(	PUNCT
ajfa-1143	276	4	c15	c15	PROPN
ajfa-1143	276	5	)	)	PUNCT
ajfa-1143	276	6	suggested	suggest	VERB
ajfa-1143	276	7	...	...	PUNCT
ajfa-1143	276	8	the	the	DET
ajfa-1143	276	9	bank	bank	NOUN
ajfa-1143	276	10	says	say	VERB
ajfa-1143	276	11	that	that	SCONJ
ajfa-1143	276	12	it	it	PRON
ajfa-1143	276	13	will	will	AUX
ajfa-1143	276	14	transfer	transfer	VERB
ajfa-1143	276	15	a	a	DET
ajfa-1143	276	16	fixed	fix	VERB
ajfa-1143	276	17	amount	amount	NOUN
ajfa-1143	276	18	every	every	DET
ajfa-1143	276	19	month	month	NOUN
ajfa-1143	276	20	to	to	ADP
ajfa-1143	276	21	my	my	PRON
ajfa-1143	276	22	other	other	ADJ
ajfa-1143	276	23	account	account	NOUN
ajfa-1143	276	24	;	;	PUNCT
ajfa-1143	276	25	but	but	CCONJ
ajfa-1143	276	26	often	often	ADV
ajfa-1143	276	27	the	the	DET
ajfa-1143	276	28	bank	bank	NOUN
ajfa-1143	276	29	sends	send	VERB
ajfa-1143	276	30	it	it	PRON
ajfa-1143	276	31	twice	twice	ADV
ajfa-1143	276	32	or	or	CCONJ
ajfa-1143	276	33	even	even	ADV
ajfa-1143	276	34	not	not	PART
ajfa-1143	276	35	at	at	ADV
ajfa-1143	276	36	all	all	ADV
ajfa-1143	276	37	.	.	PUNCT
ajfa-1143	277	1	we	we	PRON
ajfa-1143	277	2	do	do	AUX
ajfa-1143	277	3	n’t	not	PART
ajfa-1143	277	4	trust	trust	VERB
ajfa-1143	277	5	them	they	PRON
ajfa-1143	277	6	–	–	PUNCT
ajfa-1143	277	7	even	even	ADV
ajfa-1143	277	8	when	when	SCONJ
ajfa-1143	277	9	they	they	PRON
ajfa-1143	277	10	state	state	VERB
ajfa-1143	277	11	it	it	PRON
ajfa-1143	277	12	in	in	ADP
ajfa-1143	277	13	writing	writing	NOUN
ajfa-1143	277	14	.	.	PUNCT
ajfa-1143	278	1	i	i	PRON
ajfa-1143	278	2	mean	mean	VERB
ajfa-1143	278	3	,	,	PUNCT
ajfa-1143	278	4	they	they	PRON
ajfa-1143	278	5	put	put	VERB
ajfa-1143	278	6	it	it	PRON
ajfa-1143	278	7	in	in	ADP
ajfa-1143	278	8	writing	writing	NOUN
ajfa-1143	278	9	that	that	SCONJ
ajfa-1143	278	10	no	no	ADV
ajfa-1143	278	11	matter	matter	ADV
ajfa-1143	278	12	what	what	DET
ajfa-1143	278	13	process	process	NOUN
ajfa-1143	278	14	errors	error	NOUN
ajfa-1143	278	15	occur	occur	VERB
ajfa-1143	278	16	–	–	PUNCT
ajfa-1143	278	17	it	it	PRON
ajfa-1143	278	18	is	be	AUX
ajfa-1143	278	19	always	always	ADV
ajfa-1143	278	20	the	the	DET
ajfa-1143	278	21	customers	customer	NOUN
ajfa-1143	278	22	fault	fault	VERB
ajfa-1143	278	23	!	!	PUNCT
ajfa-1143	279	1	that	that	PRON
ajfa-1143	279	2	’s	’	VERB
ajfa-1143	279	3	not	not	PART
ajfa-1143	279	4	good	good	ADJ
ajfa-1143	279	5	,	,	PUNCT
ajfa-1143	279	6	is	be	AUX
ajfa-1143	279	7	it	it	PRON
ajfa-1143	279	8	?	?	PUNCT
ajfa-1143	280	1	this	this	PRON
ajfa-1143	280	2	appears	appear	VERB
ajfa-1143	280	3	to	to	PART
ajfa-1143	280	4	illustrate	illustrate	VERB
ajfa-1143	280	5	the	the	DET
ajfa-1143	280	6	well	well	ADV
ajfa-1143	280	7	accepted	accept	VERB
ajfa-1143	280	8	notion	notion	NOUN
ajfa-1143	280	9	of	of	ADP
ajfa-1143	280	10	parasuraman	parasuraman	NOUN
ajfa-1143	280	11	,	,	PUNCT
ajfa-1143	280	12	ziethaml	ziethaml	PROPN
ajfa-1143	280	13	and	and	CCONJ
ajfa-1143	280	14	berry	berry	NOUN
ajfa-1143	280	15	(	(	PUNCT
ajfa-1143	280	16	1985	1985	NUM
ajfa-1143	280	17	)	)	PUNCT
ajfa-1143	280	18	in	in	ADP
ajfa-1143	280	19	that	that	DET
ajfa-1143	280	20	central	central	NOUN
ajfa-1143	280	21	to	to	ADP
ajfa-1143	280	22	the	the	DET
ajfa-1143	280	23	nature	nature	NOUN
ajfa-1143	280	24	of	of	ADP
ajfa-1143	280	25	service	service	NOUN
ajfa-1143	280	26	quality	quality	NOUN
ajfa-1143	280	27	is	be	AUX
ajfa-1143	280	28	the	the	DET
ajfa-1143	280	29	dissatisfaction	dissatisfaction	NOUN
ajfa-1143	280	30	gap	gap	NOUN
ajfa-1143	280	31	between	between	ADP
ajfa-1143	280	32	what	what	PRON
ajfa-1143	280	33	the	the	DET
ajfa-1143	280	34	company	company	NOUN
ajfa-1143	280	35	promises	promise	VERB
ajfa-1143	280	36	(	(	PUNCT
ajfa-1143	280	37	carlzon	carlzon	NOUN
ajfa-1143	280	38	,	,	PUNCT
ajfa-1143	280	39	1987	1987	NUM
ajfa-1143	280	40	)	)	PUNCT
ajfa-1143	280	41	and	and	CCONJ
ajfa-1143	280	42	what	what	PRON
ajfa-1143	280	43	is	be	AUX
ajfa-1143	280	44	received	receive	VERB
ajfa-1143	280	45	and	and	CCONJ
ajfa-1143	280	46	delivered	deliver	VERB
ajfa-1143	280	47	to	to	ADP
ajfa-1143	280	48	the	the	DET
ajfa-1143	280	49	customer	customer	NOUN
ajfa-1143	280	50	(	(	PUNCT
ajfa-1143	280	51	harrel	harrel	NOUN
ajfa-1143	280	52	and	and	CCONJ
ajfa-1143	280	53	fors	for	NOUN
ajfa-1143	280	54	,	,	PUNCT
ajfa-1143	280	55	1995	1995	NUM
ajfa-1143	280	56	)	)	PUNCT
ajfa-1143	280	57	.	.	PUNCT
ajfa-1143	281	1	customers	customer	NOUN
ajfa-1143	281	2	appeared	appear	VERB
ajfa-1143	281	3	to	to	PART
ajfa-1143	281	4	indicate	indicate	VERB
ajfa-1143	281	5	that	that	SCONJ
ajfa-1143	281	6	the	the	DET
ajfa-1143	281	7	material	material	NOUN
ajfa-1143	281	8	provided	provide	VERB
ajfa-1143	281	9	to	to	ADP
ajfa-1143	281	10	customers	customer	NOUN
ajfa-1143	281	11	was	be	AUX
ajfa-1143	281	12	standardized	standardize	VERB
ajfa-1143	281	13	and	and	CCONJ
ajfa-1143	281	14	yet	yet	ADV
ajfa-1143	281	15	supportive	supportive	ADJ
ajfa-1143	281	16	and	and	CCONJ
ajfa-1143	281	17	flexible	flexible	ADJ
ajfa-1143	281	18	in	in	ADP
ajfa-1143	281	19	terms	term	NOUN
ajfa-1143	281	20	of	of	ADP
ajfa-1143	281	21	the	the	DET
ajfa-1143	281	22	advice	advice	NOUN
ajfa-1143	281	23	and	and	CCONJ
ajfa-1143	281	24	information	information	NOUN
ajfa-1143	281	25	provided	provide	VERB
ajfa-1143	281	26	.	.	PUNCT
ajfa-1143	282	1	asian	asian	ADJ
ajfa-1143	282	2	journal	journal	PROPN
ajfa-1143	282	3	of	of	ADP
ajfa-1143	282	4	finance	finance	PROPN
ajfa-1143	282	5	&	&	CCONJ
ajfa-1143	282	6	accounting	accounting	PROPN
ajfa-1143	282	7	issn	issn	PROPN
ajfa-1143	282	8	1946	1946	NUM
ajfa-1143	282	9	-	-	PUNCT
ajfa-1143	282	10	052x	052x	NOUN
ajfa-1143	282	11	2012	2012	NUM
ajfa-1143	282	12	,	,	PUNCT
ajfa-1143	282	13	vol	vol	NOUN
ajfa-1143	282	14	.	.	PROPN
ajfa-1143	282	15	4	4	NUM
ajfa-1143	282	16	,	,	PUNCT
ajfa-1143	282	17	no	no	INTJ
ajfa-1143	282	18	.	.	NOUN
ajfa-1143	282	19	1	1	NUM
ajfa-1143	282	20	www.macrothink.org/ajfa	www.macrothink.org/ajfa	NOUN
ajfa-1143	282	21	39	39	NUM
ajfa-1143	282	22	7	7	NUM
ajfa-1143	282	23	.	.	PUNCT
ajfa-1143	283	1	summary	summary	NOUN
ajfa-1143	283	2	of	of	ADP
ajfa-1143	283	3	outcomes	outcome	NOUN
ajfa-1143	283	4	a	a	DET
ajfa-1143	283	5	model	model	NOUN
ajfa-1143	283	6	of	of	ADP
ajfa-1143	283	7	outcomes	outcome	NOUN
ajfa-1143	283	8	,	,	PUNCT
ajfa-1143	283	9	the	the	DET
ajfa-1143	283	10	relationships	relationship	NOUN
ajfa-1143	283	11	to	to	ADP
ajfa-1143	283	12	the	the	DET
ajfa-1143	283	13	research	research	NOUN
ajfa-1143	283	14	questions	question	NOUN
ajfa-1143	283	15	and	and	CCONJ
ajfa-1143	283	16	perceived	perceive	VERB
ajfa-1143	283	17	client	client	NOUN
ajfa-1143	283	18	experiences	experience	NOUN
ajfa-1143	283	19	can	can	AUX
ajfa-1143	283	20	be	be	AUX
ajfa-1143	283	21	seen	see	VERB
ajfa-1143	283	22	in	in	ADP
ajfa-1143	283	23	figure	figure	NOUN
ajfa-1143	283	24	1	1	NUM
ajfa-1143	283	25	,	,	PUNCT
ajfa-1143	283	26	below	below	ADV
ajfa-1143	283	27	(	(	PUNCT
ajfa-1143	283	28	as	as	SCONJ
ajfa-1143	283	29	taken	take	VERB
ajfa-1143	283	30	from	from	ADP
ajfa-1143	283	31	table	table	NOUN
ajfa-1143	283	32	2	2	NUM
ajfa-1143	283	33	)	)	PUNCT
ajfa-1143	283	34	.	.	PUNCT
ajfa-1143	284	1	the	the	DET
ajfa-1143	284	2	model	model	NOUN
ajfa-1143	284	3	illustrates	illustrate	VERB
ajfa-1143	284	4	the	the	DET
ajfa-1143	284	5	conceptual	conceptual	ADJ
ajfa-1143	284	6	development	development	NOUN
ajfa-1143	284	7	,	,	PUNCT
ajfa-1143	284	8	relationships	relationship	NOUN
ajfa-1143	284	9	perceived	perceive	VERB
ajfa-1143	284	10	to	to	PART
ajfa-1143	284	11	correspond	correspond	VERB
ajfa-1143	284	12	to	to	ADP
ajfa-1143	284	13	each	each	DET
ajfa-1143	284	14	research	research	NOUN
ajfa-1143	284	15	question	question	NOUN
ajfa-1143	284	16	and	and	CCONJ
ajfa-1143	284	17	how	how	SCONJ
ajfa-1143	284	18	they	they	PRON
ajfa-1143	284	19	influence	influence	VERB
ajfa-1143	284	20	the	the	DET
ajfa-1143	284	21	bank	bank	NOUN
ajfa-1143	284	22	service	service	NOUN
ajfa-1143	284	23	perceptions	perception	NOUN
ajfa-1143	284	24	.	.	PUNCT
ajfa-1143	285	1	figure	figure	NOUN
ajfa-1143	285	2	1	1	NUM
ajfa-1143	285	3	.	.	PUNCT
ajfa-1143	285	4	relationships	relationship	NOUN
ajfa-1143	285	5	to	to	ADP
ajfa-1143	285	6	the	the	DET
ajfa-1143	285	7	research	research	NOUN
ajfa-1143	285	8	questions	question	NOUN
ajfa-1143	285	9	and	and	CCONJ
ajfa-1143	285	10	perceived	perceive	VERB
ajfa-1143	285	11	client	client	NOUN
ajfa-1143	285	12	experiences	experience	NOUN
ajfa-1143	285	13	8	8	NUM
ajfa-1143	285	14	.	.	PUNCT
ajfa-1143	286	1	conclusion	conclusion	NOUN
ajfa-1143	286	2	clearly	clearly	ADV
ajfa-1143	286	3	,	,	PUNCT
ajfa-1143	286	4	from	from	ADP
ajfa-1143	286	5	the	the	DET
ajfa-1143	286	6	evidence	evidence	NOUN
ajfa-1143	286	7	presented	present	VERB
ajfa-1143	286	8	here	here	ADV
ajfa-1143	286	9	,	,	PUNCT
ajfa-1143	286	10	thai	thai	ADJ
ajfa-1143	286	11	banks	bank	NOUN
ajfa-1143	286	12	may	may	AUX
ajfa-1143	286	13	need	need	VERB
ajfa-1143	286	14	to	to	PART
ajfa-1143	286	15	re	re	VERB
ajfa-1143	286	16	-	-	VERB
ajfa-1143	286	17	examine	examine	VERB
ajfa-1143	286	18	their	their	PRON
ajfa-1143	286	19	broader	broad	ADJ
ajfa-1143	286	20	service	service	NOUN
ajfa-1143	286	21	development	development	NOUN
ajfa-1143	286	22	and	and	CCONJ
ajfa-1143	286	23	implementation	implementation	NOUN
ajfa-1143	286	24	processes	process	NOUN
ajfa-1143	286	25	if	if	SCONJ
ajfa-1143	286	26	they	they	PRON
ajfa-1143	286	27	are	be	AUX
ajfa-1143	286	28	to	to	PART
ajfa-1143	286	29	address	address	VERB
ajfa-1143	286	30	the	the	DET
ajfa-1143	286	31	issues	issue	NOUN
ajfa-1143	286	32	surrounding	surround	VERB
ajfa-1143	286	33	the	the	DET
ajfa-1143	286	34	management	management	NOUN
ajfa-1143	286	35	of	of	ADP
ajfa-1143	286	36	the	the	DET
ajfa-1143	286	37	bank	bank	NOUN
ajfa-1143	286	38	-	-	PUNCT
ajfa-1143	286	39	customer	customer	NOUN
ajfa-1143	286	40	relationship	relationship	NOUN
ajfa-1143	286	41	–	–	PUNCT
ajfa-1143	286	42	mirroring	mirror	VERB
ajfa-1143	286	43	the	the	DET
ajfa-1143	286	44	outcomes	outcome	NOUN
ajfa-1143	286	45	found	find	VERB
ajfa-1143	286	46	by	by	ADP
ajfa-1143	286	47	nunaz	nunaz	NOUN
ajfa-1143	286	48	and	and	CCONJ
ajfa-1143	286	49	yulinsky	yulinsky	NOUN
ajfa-1143	286	50	(	(	PUNCT
ajfa-1143	286	51	2005	2005	NUM
ajfa-1143	286	52	)	)	PUNCT
ajfa-1143	286	53	.	.	PUNCT
ajfa-1143	287	1	the	the	DET
ajfa-1143	287	2	evidence	evidence	NOUN
ajfa-1143	287	3	presented	present	VERB
ajfa-1143	287	4	here	here	ADV
ajfa-1143	287	5	suggests	suggest	VERB
ajfa-1143	287	6	that	that	SCONJ
ajfa-1143	287	7	customers	customer	NOUN
ajfa-1143	287	8	have	have	AUX
ajfa-1143	287	9	established	establish	VERB
ajfa-1143	287	10	views	view	NOUN
ajfa-1143	287	11	about	about	ADP
ajfa-1143	287	12	what	what	PRON
ajfa-1143	287	13	constitutes	constitute	VERB
ajfa-1143	287	14	good	good	ADJ
ajfa-1143	287	15	practice	practice	NOUN
ajfa-1143	287	16	when	when	SCONJ
ajfa-1143	287	17	bank	bank	NOUN
ajfa-1143	287	18	staff	staff	NOUN
ajfa-1143	287	19	interacts	interact	VERB
ajfa-1143	287	20	with	with	ADP
ajfa-1143	287	21	them	they	PRON
ajfa-1143	287	22	.	.	PUNCT
ajfa-1143	288	1	it	it	PRON
ajfa-1143	288	2	is	be	AUX
ajfa-1143	288	3	,	,	PUNCT
ajfa-1143	288	4	therefore	therefore	ADV
ajfa-1143	288	5	,	,	PUNCT
ajfa-1143	288	6	of	of	ADP
ajfa-1143	288	7	importance	importance	NOUN
ajfa-1143	288	8	for	for	SCONJ
ajfa-1143	288	9	banks	bank	NOUN
ajfa-1143	288	10	to	to	PART
ajfa-1143	288	11	explore	explore	VERB
ajfa-1143	288	12	the	the	DET
ajfa-1143	288	13	reasons	reason	NOUN
ajfa-1143	288	14	for	for	ADP
ajfa-1143	288	15	bank	bank	NOUN
ajfa-1143	288	16	customers	customer	NOUN
ajfa-1143	288	17	in	in	ADP
ajfa-1143	288	18	thailand	thailand	PROPN
ajfa-1143	288	19	in	in	ADP
ajfa-1143	288	20	order	order	NOUN
ajfa-1143	288	21	to	to	PART
ajfa-1143	288	22	ensure	ensure	VERB
ajfa-1143	288	23	that	that	SCONJ
ajfa-1143	288	24	customer	customer	NOUN
ajfa-1143	288	25	views	view	NOUN
ajfa-1143	288	26	are	be	AUX
ajfa-1143	288	27	taken	take	VERB
ajfa-1143	288	28	into	into	ADP
ajfa-1143	288	29	consideration	consideration	NOUN
ajfa-1143	288	30	(	(	PUNCT
ajfa-1143	288	31	azvine	azvine	NOUN
ajfa-1143	288	32	and	and	CCONJ
ajfa-1143	288	33	nikravesh	nikravesh	NOUN
ajfa-1143	288	34	,	,	PUNCT
ajfa-1143	288	35	2002	2002	NUM
ajfa-1143	288	36	)	)	PUNCT
ajfa-1143	288	37	when	when	SCONJ
ajfa-1143	288	38	developing	develop	VERB
ajfa-1143	288	39	new	new	ADJ
ajfa-1143	288	40	bank	bank	NOUN
ajfa-1143	288	41	products	product	NOUN
ajfa-1143	288	42	,	,	PUNCT
ajfa-1143	288	43	changing	change	VERB
ajfa-1143	288	44	the	the	DET
ajfa-1143	288	45	banking	banking	NOUN
ajfa-1143	288	46	system	system	NOUN
ajfa-1143	288	47	through	through	ADP
ajfa-1143	288	48	responses	response	NOUN
ajfa-1143	288	49	to	to	ADP
ajfa-1143	288	50	competitive	competitive	ADJ
ajfa-1143	288	51	forces	force	NOUN
ajfa-1143	288	52	and	and	CCONJ
ajfa-1143	288	53	highlighting	highlight	VERB
ajfa-1143	288	54	the	the	DET
ajfa-1143	288	55	increasing	increase	VERB
ajfa-1143	288	56	importance	importance	NOUN
ajfa-1143	288	57	of	of	ADP
ajfa-1143	288	58	the	the	DET
ajfa-1143	288	59	understanding	understanding	NOUN
ajfa-1143	288	60	changing	change	VERB
ajfa-1143	288	61	consumer	consumer	NOUN
ajfa-1143	288	62	behaviour	behaviour	NOUN
ajfa-1143	288	63	and	and	CCONJ
ajfa-1143	288	64	attitudes	attitude	NOUN
ajfa-1143	288	65	(	(	PUNCT
ajfa-1143	288	66	byers	byer	NOUN
ajfa-1143	288	67	and	and	CCONJ
ajfa-1143	288	68	lederer	lederer	PROPN
ajfa-1143	288	69	,	,	PUNCT
ajfa-1143	288	70	2001	2001	NUM
ajfa-1143	288	71	)	)	PUNCT
ajfa-1143	288	72	in	in	ADP
ajfa-1143	288	73	thailand	thailand	PROPN
ajfa-1143	288	74	’s	’s	PART
ajfa-1143	288	75	financial	financial	ADJ
ajfa-1143	288	76	industries	industry	NOUN
ajfa-1143	288	77	.	.	PUNCT
ajfa-1143	289	1	staff	staff	NOUN
ajfa-1143	289	2	appeared	appear	VERB
ajfa-1143	289	3	to	to	PART
ajfa-1143	289	4	have	have	VERB
ajfa-1143	289	5	difficulty	difficulty	NOUN
ajfa-1143	289	6	in	in	ADP
ajfa-1143	289	7	dealing	deal	VERB
ajfa-1143	289	8	effectively	effectively	ADV
ajfa-1143	289	9	with	with	ADP
ajfa-1143	289	10	customers	customer	NOUN
ajfa-1143	289	11	in	in	ADP
ajfa-1143	289	12	a	a	DET
ajfa-1143	289	13	way	way	NOUN
ajfa-1143	289	14	that	that	PRON
ajfa-1143	289	15	helped	help	VERB
ajfa-1143	289	16	reduce	reduce	VERB
ajfa-1143	289	17	the	the	DET
ajfa-1143	289	18	perceived	perceive	VERB
ajfa-1143	289	19	bureaucracy	bureaucracy	NOUN
ajfa-1143	289	20	from	from	ADP
ajfa-1143	289	21	bank	bank	NOUN
ajfa-1143	289	22	processes	process	NOUN
ajfa-1143	289	23	(	(	PUNCT
ajfa-1143	289	24	following	follow	VERB
ajfa-1143	289	25	on	on	ADP
ajfa-1143	289	26	from	from	ADP
ajfa-1143	289	27	winsted	winste	VERB
ajfa-1143	289	28	,	,	PUNCT
ajfa-1143	289	29	1997a	1997a	NUM
ajfa-1143	289	30	)	)	PUNCT
ajfa-1143	289	31	.	.	PUNCT
ajfa-1143	290	1	this	this	PRON
ajfa-1143	290	2	will	will	AUX
ajfa-1143	290	3	lead	lead	VERB
ajfa-1143	290	4	to	to	ADP
ajfa-1143	290	5	more	more	ADV
ajfa-1143	290	6	capable	capable	ADJ
ajfa-1143	290	7	staff	staff	NOUN
ajfa-1143	290	8	and	and	CCONJ
ajfa-1143	290	9	providing	provide	VERB
ajfa-1143	290	10	significantly	significantly	ADV
ajfa-1143	290	11	greater	great	ADJ
ajfa-1143	290	12	and	and	CCONJ
ajfa-1143	290	13	more	more	ADV
ajfa-1143	290	14	useful	useful	ADJ
ajfa-1143	290	15	information	information	NOUN
ajfa-1143	290	16	based	base	VERB
ajfa-1143	290	17	on	on	ADP
ajfa-1143	290	18	customer	customer	NOUN
ajfa-1143	290	19	preferences	preference	NOUN
ajfa-1143	290	20	(	(	PUNCT
ajfa-1143	290	21	azvine	azvine	NOUN
ajfa-1143	290	22	and	and	CCONJ
ajfa-1143	290	23	nikravesh	nikravesh	NOUN
ajfa-1143	290	24	,	,	PUNCT
ajfa-1143	290	25	2002	2002	NUM
ajfa-1143	290	26	)	)	PUNCT
ajfa-1143	290	27	.	.	PUNCT
ajfa-1143	291	1	in	in	ADP
ajfa-1143	291	2	regard	regard	NOUN
ajfa-1143	291	3	to	to	ADP
ajfa-1143	291	4	any	any	DET
ajfa-1143	291	5	generalisations	generalisation	NOUN
ajfa-1143	291	6	that	that	PRON
ajfa-1143	291	7	can	can	AUX
ajfa-1143	291	8	be	be	AUX
ajfa-1143	291	9	made	make	VERB
ajfa-1143	291	10	from	from	ADP
ajfa-1143	291	11	the	the	DET
ajfa-1143	291	12	outcomes	outcome	NOUN
ajfa-1143	291	13	of	of	ADP
ajfa-1143	291	14	this	this	DET
ajfa-1143	291	15	paper	paper	NOUN
ajfa-1143	291	16	,	,	PUNCT
ajfa-1143	291	17	it	it	PRON
ajfa-1143	291	18	must	must	AUX
ajfa-1143	291	19	be	be	AUX
ajfa-1143	291	20	understood	understand	VERB
ajfa-1143	291	21	that	that	SCONJ
ajfa-1143	291	22	this	this	DET
ajfa-1143	291	23	study	study	NOUN
ajfa-1143	291	24	was	be	AUX
ajfa-1143	291	25	a	a	DET
ajfa-1143	291	26	small	small	ADJ
ajfa-1143	291	27	-	-	PUNCT
ajfa-1143	291	28	scale	scale	NOUN
ajfa-1143	291	29	study	study	NOUN
ajfa-1143	291	30	and	and	CCONJ
ajfa-1143	291	31	that	that	PRON
ajfa-1143	291	32	care	care	NOUN
ajfa-1143	291	33	must	must	AUX
ajfa-1143	291	34	be	be	AUX
ajfa-1143	291	35	used	use	VERB
ajfa-1143	291	36	not	not	PART
ajfa-1143	291	37	to	to	PART
ajfa-1143	291	38	extend	extend	VERB
ajfa-1143	291	39	the	the	DET
ajfa-1143	291	40	meanings	meaning	NOUN
ajfa-1143	291	41	and	and	CCONJ
ajfa-1143	291	42	reported	report	VERB
ajfa-1143	291	43	experiences	experience	NOUN
ajfa-1143	291	44	out	out	ADP
ajfa-1143	291	45	of	of	ADP
ajfa-1143	291	46	the	the	DET
ajfa-1143	291	47	bank	bank	NOUN
ajfa-1143	291	48	interview	interview	NOUN
ajfa-1143	291	49	context	context	NOUN
ajfa-1143	291	50	.	.	PUNCT
ajfa-1143	292	1	in	in	ADP
ajfa-1143	292	2	this	this	DET
ajfa-1143	292	3	respect	respect	NOUN
ajfa-1143	292	4	,	,	PUNCT
ajfa-1143	292	5	much	much	ADV
ajfa-1143	292	6	more	more	ADJ
ajfa-1143	292	7	research	research	NOUN
ajfa-1143	292	8	asian	asian	ADJ
ajfa-1143	292	9	journal	journal	NOUN
ajfa-1143	292	10	of	of	ADP
ajfa-1143	292	11	finance	finance	PROPN
ajfa-1143	292	12	&	&	CCONJ
ajfa-1143	292	13	accounting	accounting	PROPN
ajfa-1143	292	14	issn	issn	PROPN
ajfa-1143	292	15	1946	1946	NUM
ajfa-1143	292	16	-	-	PUNCT
ajfa-1143	292	17	052x	052x	NOUN
ajfa-1143	292	18	2012	2012	NUM
ajfa-1143	292	19	,	,	PUNCT
ajfa-1143	292	20	vol	vol	NOUN
ajfa-1143	292	21	.	.	PROPN
ajfa-1143	292	22	4	4	NUM
ajfa-1143	292	23	,	,	PUNCT
ajfa-1143	292	24	no	no	INTJ
ajfa-1143	292	25	.	.	NOUN
ajfa-1143	292	26	1	1	NUM
ajfa-1143	292	27	www.macrothink.org/ajfa	www.macrothink.org/ajfa	NOUN
ajfa-1143	292	28	40	40	NUM
ajfa-1143	292	29	must	must	AUX
ajfa-1143	292	30	still	still	ADV
ajfa-1143	292	31	be	be	AUX
ajfa-1143	292	32	carried	carry	VERB
ajfa-1143	292	33	out	out	ADP
ajfa-1143	292	34	,	,	PUNCT
ajfa-1143	292	35	possibly	possibly	ADV
ajfa-1143	292	36	to	to	PART
ajfa-1143	292	37	widen	widen	VERB
ajfa-1143	292	38	the	the	DET
ajfa-1143	292	39	scope	scope	NOUN
ajfa-1143	292	40	to	to	PART
ajfa-1143	292	41	include	include	VERB
ajfa-1143	292	42	all	all	DET
ajfa-1143	292	43	banks	bank	NOUN
ajfa-1143	292	44	in	in	ADP
ajfa-1143	292	45	thailand	thailand	PROPN
ajfa-1143	292	46	.	.	PUNCT
ajfa-1143	293	1	the	the	DET
ajfa-1143	293	2	limitations	limitation	NOUN
ajfa-1143	293	3	of	of	ADP
ajfa-1143	293	4	such	such	DET
ajfa-1143	293	5	a	a	DET
ajfa-1143	293	6	small	small	ADJ
ajfa-1143	293	7	study	study	NOUN
ajfa-1143	293	8	should	should	AUX
ajfa-1143	293	9	be	be	AUX
ajfa-1143	293	10	noted	note	VERB
ajfa-1143	293	11	.	.	PUNCT
ajfa-1143	294	1	these	these	DET
ajfa-1143	294	2	results	result	NOUN
ajfa-1143	294	3	may	may	AUX
ajfa-1143	294	4	be	be	AUX
ajfa-1143	294	5	considered	consider	VERB
ajfa-1143	294	6	adequate	adequate	ADJ
ajfa-1143	294	7	for	for	ADP
ajfa-1143	294	8	exploratory	exploratory	ADJ
ajfa-1143	294	9	analysis	analysis	NOUN
ajfa-1143	294	10	only	only	ADV
ajfa-1143	294	11	and	and	CCONJ
ajfa-1143	294	12	a	a	DET
ajfa-1143	294	13	larger	large	ADJ
ajfa-1143	294	14	,	,	PUNCT
ajfa-1143	294	15	more	more	ADV
ajfa-1143	294	16	involved	involved	ADJ
ajfa-1143	294	17	study	study	NOUN
ajfa-1143	294	18	is	be	AUX
ajfa-1143	294	19	needed	need	VERB
ajfa-1143	294	20	to	to	PART
ajfa-1143	294	21	validate	validate	VERB
ajfa-1143	294	22	the	the	DET
ajfa-1143	294	23	present	present	ADJ
ajfa-1143	294	24	study	study	NOUN
ajfa-1143	294	25	.	.	PUNCT
ajfa-1143	295	1	furthermore	furthermore	ADV
ajfa-1143	295	2	,	,	PUNCT
ajfa-1143	295	3	very	very	ADV
ajfa-1143	295	4	few	few	ADJ
ajfa-1143	295	5	empirical	empirical	ADJ
ajfa-1143	295	6	studies	study	NOUN
ajfa-1143	295	7	have	have	AUX
ajfa-1143	295	8	been	be	AUX
ajfa-1143	295	9	carried	carry	VERB
ajfa-1143	295	10	out	out	ADP
ajfa-1143	295	11	in	in	ADP
ajfa-1143	295	12	thailand	thailand	PROPN
ajfa-1143	295	13	that	that	PRON
ajfa-1143	295	14	investigate	investigate	VERB
ajfa-1143	295	15	the	the	DET
ajfa-1143	295	16	customer	customer	NOUN
ajfa-1143	295	17	,	,	PUNCT
ajfa-1143	295	18	service	service	NOUN
ajfa-1143	295	19	design	design	NOUN
ajfa-1143	295	20	elements	element	NOUN
ajfa-1143	295	21	,	,	PUNCT
ajfa-1143	295	22	service	service	NOUN
ajfa-1143	295	23	delivery	delivery	NOUN
ajfa-1143	295	24	elements	element	NOUN
ajfa-1143	295	25	and	and	CCONJ
ajfa-1143	295	26	post	post	ADJ
ajfa-1143	295	27	-	-	ADJ
ajfa-1143	295	28	service	service	ADJ
ajfa-1143	295	29	management	management	NOUN
ajfa-1143	295	30	factors	factor	NOUN
ajfa-1143	295	31	/	/	SYM
ajfa-1143	295	32	issues	issue	NOUN
ajfa-1143	295	33	,	,	PUNCT
ajfa-1143	295	34	which	which	PRON
ajfa-1143	295	35	contribute	contribute	VERB
ajfa-1143	295	36	to	to	ADP
ajfa-1143	295	37	the	the	DET
ajfa-1143	295	38	establishment	establishment	NOUN
ajfa-1143	295	39	and	and	CCONJ
ajfa-1143	295	40	strengthening	strengthening	NOUN
ajfa-1143	295	41	of	of	ADP
ajfa-1143	295	42	relationships	relationship	NOUN
ajfa-1143	295	43	between	between	ADP
ajfa-1143	295	44	customers	customer	NOUN
ajfa-1143	295	45	and	and	CCONJ
ajfa-1143	295	46	banks	bank	NOUN
ajfa-1143	295	47	.	.	PUNCT
ajfa-1143	296	1	in	in	ADP
ajfa-1143	296	2	this	this	DET
ajfa-1143	296	3	respect	respect	NOUN
ajfa-1143	296	4	,	,	PUNCT
ajfa-1143	296	5	future	future	ADJ
ajfa-1143	296	6	research	research	NOUN
ajfa-1143	296	7	needs	need	VERB
ajfa-1143	296	8	to	to	PART
ajfa-1143	296	9	be	be	AUX
ajfa-1143	296	10	aimed	aim	VERB
ajfa-1143	296	11	at	at	ADP
ajfa-1143	296	12	attempts	attempt	NOUN
ajfa-1143	296	13	to	to	PART
ajfa-1143	296	14	understand	understand	VERB
ajfa-1143	296	15	an	an	DET
ajfa-1143	296	16	increasingly	increasingly	ADV
ajfa-1143	296	17	complex	complex	ADJ
ajfa-1143	296	18	and	and	CCONJ
ajfa-1143	296	19	challenging	challenging	ADJ
ajfa-1143	296	20	banking	banking	NOUN
ajfa-1143	296	21	sector	sector	NOUN
ajfa-1143	296	22	situation	situation	NOUN
ajfa-1143	296	23	.	.	PUNCT
ajfa-1143	297	1	references	reference	NOUN
ajfa-1143	297	2	aaker	aaker	NOUN
ajfa-1143	297	3	,	,	PUNCT
ajfa-1143	297	4	d.	d.	PROPN
ajfa-1143	297	5	a.	a.	PROPN
ajfa-1143	297	6	(	(	PUNCT
ajfa-1143	297	7	1995	1995	NUM
ajfa-1143	297	8	)	)	PUNCT
ajfa-1143	297	9	.	.	PUNCT
ajfa-1143	298	1	strategic	strategic	ADJ
ajfa-1143	298	2	market	market	NOUN
ajfa-1143	298	3	management	management	NOUN
ajfa-1143	298	4	.	.	PUNCT
ajfa-1143	299	1	wiley	wiley	PROPN
ajfa-1143	299	2	,	,	PUNCT
ajfa-1143	299	3	chichester	chichester	PROPN
ajfa-1143	299	4	,	,	PUNCT
ajfa-1143	299	5	uk	uk	PROPN
ajfa-1143	299	6	.	.	PROPN
ajfa-1143	299	7	avkiran	avkiran	PROPN
ajfa-1143	299	8	,	,	PUNCT
ajfa-1143	299	9	n.	n.	PROPN
ajfa-1143	299	10	k.	k.	PROPN
ajfa-1143	299	11	(	(	PUNCT
ajfa-1143	299	12	1994	1994	NUM
ajfa-1143	299	13	)	)	PUNCT
ajfa-1143	299	14	.	.	PUNCT
ajfa-1143	300	1	developing	develop	VERB
ajfa-1143	300	2	an	an	DET
ajfa-1143	300	3	instrument	instrument	NOUN
ajfa-1143	300	4	to	to	PART
ajfa-1143	300	5	measure	measure	VERB
ajfa-1143	300	6	customer	customer	NOUN
ajfa-1143	300	7	service	service	NOUN
ajfa-1143	300	8	quality	quality	NOUN
ajfa-1143	300	9	in	in	ADP
ajfa-1143	300	10	branch	branch	NOUN
ajfa-1143	300	11	banking	banking	NOUN
ajfa-1143	300	12	.	.	PUNCT
ajfa-1143	301	1	international	international	ADJ
ajfa-1143	301	2	journal	journal	PROPN
ajfa-1143	301	3	of	of	ADP
ajfa-1143	301	4	bank	bank	PROPN
ajfa-1143	301	5	marketing	marketing	NOUN
ajfa-1143	301	6	,	,	PUNCT
ajfa-1143	301	7	12	12	NUM
ajfa-1143	301	8	,	,	PUNCT
ajfa-1143	301	9	10	10	NUM
ajfa-1143	301	10	-	-	SYM
ajfa-1143	301	11	18	18	NUM
ajfa-1143	301	12	.	.	PUNCT
ajfa-1143	302	1	http://dx.doi.org/10.1108/02652329410063223	http://dx.doi.org/10.1108/02652329410063223	PROPN
ajfa-1143	302	2	avkiran	avkiran	VERB
ajfa-1143	302	3	,	,	PUNCT
ajfa-1143	302	4	n.	n.	PROPN
ajfa-1143	302	5	k.	k.	PROPN
ajfa-1143	303	1	(	(	PUNCT
ajfa-1143	303	2	1999	1999	NUM
ajfa-1143	303	3	)	)	PUNCT
ajfa-1143	303	4	.	.	PUNCT
ajfa-1143	304	1	quality	quality	NOUN
ajfa-1143	304	2	service	service	NOUN
ajfa-1143	304	3	demands	demand	VERB
ajfa-1143	304	4	human	human	ADJ
ajfa-1143	304	5	contact	contact	NOUN
ajfa-1143	304	6	.	.	PUNCT
ajfa-1143	305	1	international	international	ADJ
ajfa-1143	305	2	journal	journal	PROPN
ajfa-1143	305	3	of	of	ADP
ajfa-1143	305	4	bank	bank	PROPN
ajfa-1143	305	5	marketing	marketing	NOUN
ajfa-1143	305	6	,	,	PUNCT
ajfa-1143	305	7	17(2	17(2	NUM
ajfa-1143	305	8	)	)	PUNCT
ajfa-1143	305	9	,	,	PUNCT
ajfa-1143	305	10	61	61	NUM
ajfa-1143	305	11	-	-	SYM
ajfa-1143	305	12	74	74	NUM
ajfa-1143	305	13	.	.	PUNCT
ajfa-1143	306	1	http://dx.doi.org/10.1108/02652329910258862	http://dx.doi.org/10.1108/02652329910258862	PROPN
ajfa-1143	306	2	axson	axson	PROPN
ajfa-1143	306	3	,	,	PUNCT
ajfa-1143	306	4	d.	d.	PROPN
ajfa-1143	306	5	(	(	PUNCT
ajfa-1143	306	6	1992	1992	NUM
ajfa-1143	306	7	)	)	PUNCT
ajfa-1143	306	8	.	.	PUNCT
ajfa-1143	307	1	a	a	DET
ajfa-1143	307	2	return	return	NOUN
ajfa-1143	307	3	to	to	ADP
ajfa-1143	307	4	managing	manage	VERB
ajfa-1143	307	5	customer	customer	NOUN
ajfa-1143	307	6	relationships	relationship	NOUN
ajfa-1143	307	7	.	.	PUNCT
ajfa-1143	308	1	international	international	ADJ
ajfa-1143	308	2	journal	journal	PROPN
ajfa-1143	308	3	of	of	ADP
ajfa-1143	308	4	bank	bank	PROPN
ajfa-1143	308	5	marketing	marketing	NOUN
ajfa-1143	308	6	,	,	PUNCT
ajfa-1143	308	7	10(1	10(1	NUM
ajfa-1143	308	8	)	)	PUNCT
ajfa-1143	308	9	,	,	PUNCT
ajfa-1143	308	10	30	30	NUM
ajfa-1143	308	11	-	-	SYM
ajfa-1143	308	12	35	35	NUM
ajfa-1143	308	13	.	.	PUNCT
ajfa-1143	309	1	http://dx.doi.org/10.1108/02652329210007876	http://dx.doi.org/10.1108/02652329210007876	NOUN
ajfa-1143	309	2	azvine	azvine	PROPN
ajfa-1143	309	3	,	,	PUNCT
ajfa-1143	309	4	b.	b.	PROPN
ajfa-1143	309	5	,	,	PUNCT
ajfa-1143	309	6	&	&	CCONJ
ajfa-1143	309	7	nikravesh	nikravesh	PROPN
ajfa-1143	309	8	,	,	PUNCT
ajfa-1143	309	9	m.	m.	NOUN
ajfa-1143	309	10	(	(	PUNCT
ajfa-1143	309	11	2002	2002	NUM
ajfa-1143	309	12	)	)	PUNCT
ajfa-1143	309	13	.	.	PUNCT
ajfa-1143	310	1	fuzzy	fuzzy	ADJ
ajfa-1143	310	2	queries	query	NOUN
ajfa-1143	310	3	,	,	PUNCT
ajfa-1143	310	4	search	search	NOUN
ajfa-1143	310	5	,	,	PUNCT
ajfa-1143	310	6	and	and	CCONJ
ajfa-1143	310	7	decision	decision	NOUN
ajfa-1143	310	8	support	support	NOUN
ajfa-1143	310	9	system	system	NOUN
ajfa-1143	310	10	.	.	PUNCT
ajfa-1143	311	1	soft	soft	ADJ
ajfa-1143	311	2	computing	computing	NOUN
ajfa-1143	311	3	,	,	PUNCT
ajfa-1143	311	4	6	6	NUM
ajfa-1143	311	5	,	,	PUNCT
ajfa-1143	311	6	373–399	373–399	NUM
ajfa-1143	311	7	.	.	PUNCT
ajfa-1143	311	8	http://dx.doi.org/10.1007/s00500-002-0191-9	http://dx.doi.org/10.1007/s00500-002-0191-9	X
ajfa-1143	311	9	berry	berry	VERB
ajfa-1143	311	10	,	,	PUNCT
ajfa-1143	311	11	l.	l.	PROPN
ajfa-1143	311	12	l.	l.	PROPN
ajfa-1143	311	13	(	(	PUNCT
ajfa-1143	311	14	1983	1983	NUM
ajfa-1143	311	15	)	)	PUNCT
ajfa-1143	311	16	.	.	PUNCT
ajfa-1143	312	1	relationship	relationship	NOUN
ajfa-1143	312	2	marketing	marketing	NOUN
ajfa-1143	312	3	,	,	PUNCT
ajfa-1143	312	4	in	in	ADP
ajfa-1143	312	5	berry	berry	NOUN
ajfa-1143	312	6	,	,	PUNCT
ajfa-1143	312	7	l.	l.	PROPN
ajfa-1143	312	8	l	l	PROPN
ajfa-1143	312	9	,	,	PUNCT
ajfa-1143	312	10	shostack	shostack	NOUN
ajfa-1143	312	11	,	,	PUNCT
ajfa-1143	312	12	g.	g.	PROPN
ajfa-1143	312	13	l	l	PROPN
ajfa-1143	312	14	,	,	PUNCT
ajfa-1143	312	15	&	&	CCONJ
ajfa-1143	312	16	upah	upah	PROPN
ajfa-1143	312	17	,	,	PUNCT
ajfa-1143	313	1	g.	g.	PROPN
ajfa-1143	313	2	d	d	PROPN
ajfa-1143	313	3	(	(	PUNCT
ajfa-1143	313	4	eds	ed	NOUN
ajfa-1143	313	5	)	)	PUNCT
ajfa-1143	313	6	.	.	PUNCT
ajfa-1143	314	1	emerging	emerge	VERB
ajfa-1143	314	2	perspectives	perspective	NOUN
ajfa-1143	314	3	in	in	ADP
ajfa-1143	314	4	services	service	NOUN
ajfa-1143	314	5	marketing	marketing	NOUN
ajfa-1143	314	6	.	.	PUNCT
ajfa-1143	315	1	american	american	ADJ
ajfa-1143	315	2	marketing	marketing	PROPN
ajfa-1143	315	3	association	association	PROPN
ajfa-1143	315	4	,	,	PUNCT
ajfa-1143	315	5	chicago	chicago	PROPN
ajfa-1143	315	6	,	,	PUNCT
ajfa-1143	315	7	il	il	PROPN
ajfa-1143	315	8	,	,	PUNCT
ajfa-1143	315	9	us	we	PRON
ajfa-1143	315	10	.	.	PUNCT
ajfa-1143	316	1	berry	berry	VERB
ajfa-1143	316	2	,	,	PUNCT
ajfa-1143	316	3	l.	l.	PROPN
ajfa-1143	316	4	l.	l.	PROPN
ajfa-1143	316	5	,	,	PUNCT
ajfa-1143	316	6	zeithaml	zeithaml	PROPN
ajfa-1143	316	7	,	,	PUNCT
ajfa-1143	316	8	v.a	v.a	PROPN
ajfa-1143	316	9	.	.	PROPN
ajfa-1143	316	10	,	,	PUNCT
ajfa-1143	316	11	&	&	CCONJ
ajfa-1143	316	12	parasuraman	parasuraman	NOUN
ajfa-1143	316	13	,	,	PUNCT
ajfa-1143	316	14	a.	a.	NOUN
ajfa-1143	316	15	(	(	PUNCT
ajfa-1143	316	16	1985	1985	NUM
ajfa-1143	316	17	)	)	PUNCT
ajfa-1143	316	18	.	.	PUNCT
ajfa-1143	317	1	quality	quality	NOUN
ajfa-1143	317	2	counts	count	NOUN
ajfa-1143	317	3	in	in	ADP
ajfa-1143	317	4	services	service	NOUN
ajfa-1143	317	5	,	,	PUNCT
ajfa-1143	317	6	too	too	ADV
ajfa-1143	317	7	.	.	PUNCT
ajfa-1143	318	1	business	business	NOUN
ajfa-1143	318	2	horizons	horizon	NOUN
ajfa-1143	318	3	,	,	PUNCT
ajfa-1143	318	4	may	may	PROPN
ajfa-1143	318	5	-	-	PUNCT
ajfa-1143	318	6	june	june	PROPN
ajfa-1143	318	7	,	,	PUNCT
ajfa-1143	318	8	44	44	NUM
ajfa-1143	318	9	-	-	SYM
ajfa-1143	318	10	52	52	NUM
ajfa-1143	318	11	.	.	PUNCT
ajfa-1143	318	12	http://dx.doi.org/10.1016/0007-6813(85)90008-4	http://dx.doi.org/10.1016/0007-6813(85)90008-4	PROPN
ajfa-1143	318	13	bessom	bessom	PROPN
ajfa-1143	318	14	,	,	PUNCT
ajfa-1143	318	15	r.	r.	PROPN
ajfa-1143	318	16	m.	m.	PROPN
ajfa-1143	318	17	(	(	PUNCT
ajfa-1143	318	18	1973	1973	NUM
ajfa-1143	318	19	)	)	PUNCT
ajfa-1143	318	20	.	.	PUNCT
ajfa-1143	319	1	unique	unique	ADJ
ajfa-1143	319	2	aspects	aspect	NOUN
ajfa-1143	319	3	of	of	ADP
ajfa-1143	319	4	marketing	marketing	NOUN
ajfa-1143	319	5	services	service	NOUN
ajfa-1143	319	6	.	.	PUNCT
ajfa-1143	320	1	arizona	arizona	PROPN
ajfa-1143	320	2	business	business	PROPN
ajfa-1143	320	3	bulletin	bulletin	PROPN
ajfa-1143	320	4	,	,	PUNCT
ajfa-1143	320	5	20(9	20(9	NUM
ajfa-1143	320	6	)	)	PUNCT
ajfa-1143	320	7	,	,	PUNCT
ajfa-1143	320	8	8	8	NUM
ajfa-1143	320	9	-	-	SYM
ajfa-1143	320	10	15	15	NUM
ajfa-1143	320	11	.	.	PUNCT
ajfa-1143	321	1	bove	bove	PROPN
ajfa-1143	321	2	,	,	PUNCT
ajfa-1143	321	3	l.	l.	PROPN
ajfa-1143	321	4	l.	l.	PROPN
ajfa-1143	321	5	,	,	PUNCT
ajfa-1143	321	6	&	&	CCONJ
ajfa-1143	321	7	johnson	johnson	PROPN
ajfa-1143	321	8	,	,	PUNCT
ajfa-1143	321	9	l.	l.	PROPN
ajfa-1143	321	10	w.	w.	PROPN
ajfa-1143	321	11	(	(	PUNCT
ajfa-1143	321	12	2000	2000	NUM
ajfa-1143	321	13	)	)	PUNCT
ajfa-1143	321	14	.	.	PUNCT
ajfa-1143	322	1	a	a	DET
ajfa-1143	322	2	customer	customer	NOUN
ajfa-1143	322	3	-	-	PUNCT
ajfa-1143	322	4	service	service	NOUN
ajfa-1143	322	5	worker	worker	NOUN
ajfa-1143	322	6	relationship	relationship	NOUN
ajfa-1143	322	7	model	model	NOUN
ajfa-1143	322	8	.	.	PUNCT
ajfa-1143	323	1	international	international	ADJ
ajfa-1143	323	2	journal	journal	PROPN
ajfa-1143	323	3	of	of	ADP
ajfa-1143	323	4	service	service	NOUN
ajfa-1143	323	5	industry	industry	NOUN
ajfa-1143	323	6	management	management	NOUN
ajfa-1143	323	7	,	,	PUNCT
ajfa-1143	323	8	11(5	11(5	NUM
ajfa-1143	323	9	)	)	PUNCT
ajfa-1143	323	10	,	,	PUNCT
ajfa-1143	323	11	491	491	NUM
ajfa-1143	323	12	-	-	SYM
ajfa-1143	323	13	511	511	NUM
ajfa-1143	323	14	.	.	PUNCT
ajfa-1143	324	1	http://dx.doi.org/10.1108/09564230010360191	http://dx.doi.org/10.1108/09564230010360191	NOUN
ajfa-1143	324	2	byers	byers	PROPN
ajfa-1143	324	3	,	,	PUNCT
ajfa-1143	324	4	r.	r.	PROPN
ajfa-1143	324	5	,	,	PUNCT
ajfa-1143	324	6	&	&	CCONJ
ajfa-1143	324	7	lederer	lederer	PROPN
ajfa-1143	324	8	,	,	PUNCT
ajfa-1143	324	9	p.	p.	PROPN
ajfa-1143	324	10	j.	j.	PROPN
ajfa-1143	324	11	(	(	PUNCT
ajfa-1143	324	12	2001	2001	NUM
ajfa-1143	324	13	)	)	PUNCT
ajfa-1143	324	14	.	.	PUNCT
ajfa-1143	325	1	retail	retail	PROPN
ajfa-1143	325	2	bank	bank	PROPN
ajfa-1143	325	3	services	service	NOUN
ajfa-1143	325	4	strategy	strategy	NOUN
ajfa-1143	325	5	:	:	PUNCT
ajfa-1143	325	6	a	a	DET
ajfa-1143	325	7	model	model	NOUN
ajfa-1143	325	8	of	of	ADP
ajfa-1143	325	9	traditional	traditional	ADJ
ajfa-1143	325	10	,	,	PUNCT
ajfa-1143	325	11	electronic	electronic	ADJ
ajfa-1143	325	12	,	,	PUNCT
ajfa-1143	325	13	and	and	CCONJ
ajfa-1143	325	14	mixed	mixed	ADJ
ajfa-1143	325	15	distribution	distribution	NOUN
ajfa-1143	325	16	choices	choice	NOUN
ajfa-1143	325	17	.	.	PUNCT
ajfa-1143	326	1	journal	journal	NOUN
ajfa-1143	326	2	of	of	ADP
ajfa-1143	326	3	management	management	NOUN
ajfa-1143	326	4	information	information	NOUN
ajfa-1143	326	5	systems	system	NOUN
ajfa-1143	326	6	,	,	PUNCT
ajfa-1143	326	7	18(2	18(2	NUM
ajfa-1143	326	8	)	)	PUNCT
ajfa-1143	326	9	,	,	PUNCT
ajfa-1143	326	10	133	133	NUM
ajfa-1143	326	11	-	-	SYM
ajfa-1143	326	12	156	156	NUM
ajfa-1143	326	13	.	.	PUNCT
ajfa-1143	327	1	stable	stable	ADJ
ajfa-1143	327	2	url	url	PROPN
ajfa-1143	327	3	:	:	PUNCT
ajfa-1143	327	4	http://www.jstor.org/stable/40398532	http://www.jstor.org/stable/40398532	NOUN
ajfa-1143	327	5	.	.	PUNCT
ajfa-1143	328	1	carlzon	carlzon	PROPN
ajfa-1143	328	2	,	,	PUNCT
ajfa-1143	328	3	j.	j.	PROPN
ajfa-1143	328	4	(	(	PUNCT
ajfa-1143	328	5	1987	1987	NUM
ajfa-1143	328	6	)	)	PUNCT
ajfa-1143	328	7	.	.	PUNCT
ajfa-1143	329	1	moments	moment	NOUN
ajfa-1143	329	2	of	of	ADP
ajfa-1143	329	3	truth	truth	NOUN
ajfa-1143	329	4	.	.	PUNCT
ajfa-1143	330	1	ballinger	ballinger	PROPN
ajfa-1143	330	2	publishing	publishing	PROPN
ajfa-1143	330	3	,	,	PUNCT
ajfa-1143	330	4	cambridge	cambridge	PROPN
ajfa-1143	330	5	,	,	PUNCT
ajfa-1143	330	6	ma	ma	PROPN
ajfa-1143	330	7	,	,	PUNCT
ajfa-1143	330	8	us	us	PROPN
ajfa-1143	330	9	.	.	PUNCT
ajfa-1143	331	1	asian	asian	ADJ
ajfa-1143	331	2	journal	journal	PROPN
ajfa-1143	331	3	of	of	ADP
ajfa-1143	331	4	finance	finance	PROPN
ajfa-1143	331	5	&	&	CCONJ
ajfa-1143	331	6	accounting	accounting	PROPN
ajfa-1143	331	7	issn	issn	PROPN
ajfa-1143	331	8	1946	1946	NUM
ajfa-1143	331	9	-	-	PUNCT
ajfa-1143	331	10	052x	052x	NOUN
ajfa-1143	331	11	2012	2012	NUM
ajfa-1143	331	12	,	,	PUNCT
ajfa-1143	331	13	vol	vol	NOUN
ajfa-1143	331	14	.	.	PROPN
ajfa-1143	331	15	4	4	NUM
ajfa-1143	331	16	,	,	PUNCT
ajfa-1143	331	17	no	no	INTJ
ajfa-1143	331	18	.	.	NOUN
ajfa-1143	331	19	1	1	NUM
ajfa-1143	331	20	www.macrothink.org/ajfa	www.macrothink.org/ajfa	NUM
ajfa-1143	331	21	41	41	NUM
ajfa-1143	331	22	carman	carman	NOUN
ajfa-1143	331	23	,	,	PUNCT
ajfa-1143	331	24	j.	j.	PROPN
ajfa-1143	331	25	m.	m.	PROPN
ajfa-1143	331	26	(	(	PUNCT
ajfa-1143	331	27	1990	1990	NUM
ajfa-1143	331	28	)	)	PUNCT
ajfa-1143	331	29	.	.	PUNCT
ajfa-1143	332	1	consumer	consumer	NOUN
ajfa-1143	332	2	perceptions	perception	NOUN
ajfa-1143	332	3	of	of	ADP
ajfa-1143	332	4	service	service	NOUN
ajfa-1143	332	5	quality	quality	NOUN
ajfa-1143	332	6	:	:	PUNCT
ajfa-1143	332	7	an	an	DET
ajfa-1143	332	8	assessment	assessment	NOUN
ajfa-1143	332	9	of	of	ADP
ajfa-1143	332	10	the	the	DET
ajfa-1143	332	11	servqual	servqual	ADJ
ajfa-1143	332	12	dimensions	dimension	NOUN
ajfa-1143	332	13	.	.	PUNCT
ajfa-1143	333	1	journal	journal	NOUN
ajfa-1143	333	2	of	of	ADP
ajfa-1143	333	3	retailing	retailing	NOUN
ajfa-1143	333	4	,	,	PUNCT
ajfa-1143	333	5	66(2	66(2	NUM
ajfa-1143	333	6	)	)	PUNCT
ajfa-1143	333	7	,	,	PUNCT
ajfa-1143	333	8	27	27	NUM
ajfa-1143	333	9	-	-	SYM
ajfa-1143	333	10	45	45	NUM
ajfa-1143	333	11	.	.	PUNCT
ajfa-1143	334	1	chalermratana	chalermratana	PROPN
ajfa-1143	334	2	,	,	PUNCT
ajfa-1143	334	3	v.	v.	PROPN
ajfa-1143	334	4	(	(	PUNCT
ajfa-1143	334	5	1996	1996	NUM
ajfa-1143	334	6	)	)	PUNCT
ajfa-1143	334	7	.	.	PUNCT
ajfa-1143	335	1	quality	quality	NOUN
ajfa-1143	335	2	in	in	ADP
ajfa-1143	335	3	service	service	NOUN
ajfa-1143	335	4	.	.	PUNCT
ajfa-1143	336	1	technological	technological	ADJ
ajfa-1143	336	2	promotion	promotion	PROPN
ajfa-1143	336	3	association	association	PROPN
ajfa-1143	336	4	(	(	PUNCT
ajfa-1143	336	5	thai	thai	PROPN
ajfa-1143	336	6	-	-	PUNCT
ajfa-1143	336	7	japan	japan	PROPN
ajfa-1143	336	8	)	)	PUNCT
ajfa-1143	336	9	bangkok	bangkok	PROPN
ajfa-1143	336	10	,	,	PUNCT
ajfa-1143	336	11	thailand	thailand	PROPN
ajfa-1143	336	12	.	.	PUNCT
ajfa-1143	337	1	colgate	colgate	PROPN
ajfa-1143	337	2	,	,	PUNCT
ajfa-1143	337	3	m.	m.	NOUN
ajfa-1143	337	4	,	,	PUNCT
ajfa-1143	337	5	&	&	CCONJ
ajfa-1143	337	6	norris	norris	PROPN
ajfa-1143	337	7	,	,	PUNCT
ajfa-1143	337	8	m.	m.	NOUN
ajfa-1143	337	9	(	(	PUNCT
ajfa-1143	337	10	2001	2001	NUM
ajfa-1143	337	11	)	)	PUNCT
ajfa-1143	337	12	.	.	PUNCT
ajfa-1143	338	1	developing	develop	VERB
ajfa-1143	338	2	a	a	DET
ajfa-1143	338	3	comprehensive	comprehensive	ADJ
ajfa-1143	338	4	picture	picture	NOUN
ajfa-1143	338	5	of	of	ADP
ajfa-1143	338	6	service	service	NOUN
ajfa-1143	338	7	failure	failure	NOUN
ajfa-1143	338	8	.	.	PUNCT
ajfa-1143	339	1	international	international	ADJ
ajfa-1143	339	2	journal	journal	PROPN
ajfa-1143	339	3	of	of	ADP
ajfa-1143	339	4	service	service	NOUN
ajfa-1143	339	5	industry	industry	NOUN
ajfa-1143	339	6	management	management	NOUN
ajfa-1143	339	7	,	,	PUNCT
ajfa-1143	339	8	12(3	12(3	NUM
ajfa-1143	339	9	)	)	PUNCT
ajfa-1143	339	10	,	,	PUNCT
ajfa-1143	339	11	215	215	NUM
ajfa-1143	339	12	-	-	SYM
ajfa-1143	339	13	233	233	NUM
ajfa-1143	339	14	.	.	PUNCT
ajfa-1143	340	1	http://dx.doi.org/10.1108/09564230110393211	http://dx.doi.org/10.1108/09564230110393211	PROPN
ajfa-1143	340	2	cui	cui	PROPN
ajfa-1143	340	3	,	,	PUNCT
ajfa-1143	340	4	c.	c.	PROPN
ajfa-1143	340	5	c.	c.	PROPN
ajfa-1143	340	6	,	,	PUNCT
ajfa-1143	340	7	lewis	lewis	PROPN
ajfa-1143	340	8	,	,	PUNCT
ajfa-1143	340	9	b.	b.	PROPN
ajfa-1143	340	10	r.	r.	PROPN
ajfa-1143	340	11	,	,	PUNCT
ajfa-1143	340	12	&	&	CCONJ
ajfa-1143	340	13	park	park	PROPN
ajfa-1143	340	14	,	,	PUNCT
ajfa-1143	340	15	w.	w.	PROPN
ajfa-1143	340	16	(	(	PUNCT
ajfa-1143	340	17	2003	2003	NUM
ajfa-1143	340	18	)	)	PUNCT
ajfa-1143	340	19	.	.	PUNCT
ajfa-1143	341	1	service	service	NOUN
ajfa-1143	341	2	quality	quality	NOUN
ajfa-1143	341	3	measurement	measurement	NOUN
ajfa-1143	341	4	in	in	ADP
ajfa-1143	341	5	the	the	DET
ajfa-1143	341	6	banking	banking	NOUN
ajfa-1143	341	7	sector	sector	NOUN
ajfa-1143	341	8	in	in	ADP
ajfa-1143	341	9	south	south	PROPN
ajfa-1143	341	10	korea	korea	PROPN
ajfa-1143	341	11	.	.	PUNCT
ajfa-1143	342	1	international	international	ADJ
ajfa-1143	342	2	journal	journal	PROPN
ajfa-1143	342	3	of	of	ADP
ajfa-1143	342	4	bank	bank	PROPN
ajfa-1143	342	5	marketing	marketing	NOUN
ajfa-1143	342	6	,	,	PUNCT
ajfa-1143	342	7	21(4	21(4	NUM
ajfa-1143	342	8	)	)	PUNCT
ajfa-1143	342	9	,	,	PUNCT
ajfa-1143	342	10	191	191	NUM
ajfa-1143	342	11	-	-	SYM
ajfa-1143	342	12	201	201	NUM
ajfa-1143	342	13	.	.	PUNCT
ajfa-1143	343	1	http://dx.doi.org/10.1108/02652320310479187	http://dx.doi.org/10.1108/02652320310479187	PROPN
ajfa-1143	343	2	dick	dick	PROPN
ajfa-1143	343	3	,	,	PUNCT
ajfa-1143	343	4	a.	a.	PROPN
ajfa-1143	343	5	,	,	PUNCT
ajfa-1143	343	6	&	&	CCONJ
ajfa-1143	343	7	basu	basu	PROPN
ajfa-1143	343	8	,	,	PUNCT
ajfa-1143	343	9	k.	k.	PROPN
ajfa-1143	343	10	(	(	PUNCT
ajfa-1143	343	11	1994	1994	NUM
ajfa-1143	343	12	)	)	PUNCT
ajfa-1143	343	13	.	.	PUNCT
ajfa-1143	344	1	customer	customer	NOUN
ajfa-1143	344	2	loyalty	loyalty	NOUN
ajfa-1143	344	3	:	:	PUNCT
ajfa-1143	344	4	toward	toward	ADP
ajfa-1143	344	5	an	an	DET
ajfa-1143	344	6	integrated	integrate	VERB
ajfa-1143	344	7	framework	framework	NOUN
ajfa-1143	344	8	.	.	PUNCT
ajfa-1143	345	1	journal	journal	NOUN
ajfa-1143	345	2	of	of	ADP
ajfa-1143	345	3	the	the	DET
ajfa-1143	345	4	academy	academy	NOUN
ajfa-1143	345	5	of	of	ADP
ajfa-1143	345	6	marketing	marketing	NOUN
ajfa-1143	345	7	science	science	NOUN
ajfa-1143	345	8	,	,	PUNCT
ajfa-1143	345	9	22(2	22(2	NUM
ajfa-1143	345	10	)	)	PUNCT
ajfa-1143	345	11	,	,	PUNCT
ajfa-1143	345	12	99	99	NUM
ajfa-1143	345	13	-	-	SYM
ajfa-1143	345	14	113	113	NUM
ajfa-1143	345	15	.	.	PUNCT
ajfa-1143	346	1	http://dx.doi.org/10.1177/0092070394222001	http://dx.doi.org/10.1177/0092070394222001	PROPN
ajfa-1143	346	2	darby	darby	PROPN
ajfa-1143	346	3	,	,	PUNCT
ajfa-1143	346	4	m.	m.	PROPN
ajfa-1143	346	5	r.	r.	PROPN
ajfa-1143	346	6	,	,	PUNCT
ajfa-1143	346	7	&	&	CCONJ
ajfa-1143	346	8	karni	karni	PROPN
ajfa-1143	346	9	,	,	PUNCT
ajfa-1143	346	10	e.	e.	PROPN
ajfa-1143	346	11	(	(	PUNCT
ajfa-1143	346	12	1973	1973	NUM
ajfa-1143	346	13	)	)	PUNCT
ajfa-1143	346	14	.	.	PUNCT
ajfa-1143	347	1	free	free	ADJ
ajfa-1143	347	2	competition	competition	NOUN
ajfa-1143	347	3	and	and	CCONJ
ajfa-1143	347	4	the	the	DET
ajfa-1143	347	5	optimal	optimal	ADJ
ajfa-1143	347	6	amount	amount	NOUN
ajfa-1143	347	7	of	of	ADP
ajfa-1143	347	8	fraud	fraud	NOUN
ajfa-1143	347	9	.	.	PUNCT
ajfa-1143	348	1	journal	journal	PROPN
ajfa-1143	348	2	of	of	ADP
ajfa-1143	348	3	law	law	NOUN
ajfa-1143	348	4	and	and	CCONJ
ajfa-1143	348	5	economics	economic	NOUN
ajfa-1143	348	6	,	,	PUNCT
ajfa-1143	348	7	16	16	NUM
ajfa-1143	348	8	,	,	PUNCT
ajfa-1143	348	9	67	67	NUM
ajfa-1143	348	10	-	-	SYM
ajfa-1143	348	11	88	88	NUM
ajfa-1143	348	12	.	.	PUNCT
ajfa-1143	349	1	http://dx.doi.org/10.1086/466756	http://dx.doi.org/10.1086/466756	PROPN
ajfa-1143	349	2	donthu	donthu	PROPN
ajfa-1143	349	3	,	,	PUNCT
ajfa-1143	349	4	n.	n.	NOUN
ajfa-1143	349	5	,	,	PUNCT
ajfa-1143	349	6	&	&	CCONJ
ajfa-1143	349	7	yoo	yoo	PROPN
ajfa-1143	349	8	,	,	PUNCT
ajfa-1143	349	9	b.	b.	PROPN
ajfa-1143	349	10	(	(	PUNCT
ajfa-1143	349	11	1998	1998	NUM
ajfa-1143	349	12	)	)	PUNCT
ajfa-1143	349	13	.	.	PUNCT
ajfa-1143	350	1	cultural	cultural	ADJ
ajfa-1143	350	2	influences	influence	NOUN
ajfa-1143	350	3	on	on	ADP
ajfa-1143	350	4	service	service	NOUN
ajfa-1143	350	5	quality	quality	NOUN
ajfa-1143	350	6	expectations	expectation	NOUN
ajfa-1143	350	7	.	.	PUNCT
ajfa-1143	351	1	journal	journal	NOUN
ajfa-1143	351	2	of	of	ADP
ajfa-1143	351	3	service	service	NOUN
ajfa-1143	351	4	research	research	NOUN
ajfa-1143	351	5	,	,	PUNCT
ajfa-1143	351	6	1(2	1(2	NUM
ajfa-1143	351	7	)	)	PUNCT
ajfa-1143	351	8	,	,	PUNCT
ajfa-1143	351	9	178	178	NUM
ajfa-1143	351	10	-	-	SYM
ajfa-1143	351	11	186	186	NUM
ajfa-1143	351	12	.	.	PUNCT
ajfa-1143	352	1	http://dx.doi.org/10.1177/109467059800100207	http://dx.doi.org/10.1177/109467059800100207	PROPN
ajfa-1143	352	2	duclos	duclos	PROPN
ajfa-1143	352	3	,	,	PUNCT
ajfa-1143	352	4	l.	l.	PROPN
ajfa-1143	352	5	k.	k.	PROPN
ajfa-1143	352	6	,	,	PUNCT
ajfa-1143	352	7	vokurka	vokurka	PROPN
ajfa-1143	352	8	,	,	PUNCT
ajfa-1143	352	9	r.	r.	PROPN
ajfa-1143	352	10	j.	j.	PROPN
ajfa-1143	352	11	,	,	PUNCT
ajfa-1143	352	12	&	&	CCONJ
ajfa-1143	352	13	lummus	lummus	PROPN
ajfa-1143	352	14	,	,	PUNCT
ajfa-1143	352	15	r.r	r.r	PROPN
ajfa-1143	352	16	.	.	PROPN
ajfa-1143	352	17	(	(	PUNCT
ajfa-1143	352	18	2003	2003	NUM
ajfa-1143	352	19	)	)	PUNCT
ajfa-1143	352	20	.	.	PUNCT
ajfa-1143	353	1	a	a	DET
ajfa-1143	353	2	conceptual	conceptual	ADJ
ajfa-1143	353	3	model	model	NOUN
ajfa-1143	353	4	of	of	ADP
ajfa-1143	353	5	supply	supply	NOUN
ajfa-1143	353	6	chain	chain	NOUN
ajfa-1143	353	7	flexibility	flexibility	NOUN
ajfa-1143	353	8	.	.	PUNCT
ajfa-1143	354	1	industrial	industrial	ADJ
ajfa-1143	354	2	management	management	PROPN
ajfa-1143	354	3	&	&	CCONJ
ajfa-1143	354	4	data	datum	NOUN
ajfa-1143	354	5	systems	system	NOUN
ajfa-1143	354	6	,	,	PUNCT
ajfa-1143	354	7	103(6	103(6	NUM
ajfa-1143	354	8	)	)	PUNCT
ajfa-1143	354	9	,	,	PUNCT
ajfa-1143	354	10	446	446	NUM
ajfa-1143	354	11	-	-	SYM
ajfa-1143	354	12	456	456	NUM
ajfa-1143	354	13	.	.	PUNCT
ajfa-1143	355	1	http://dx.doi.org/10.1108/02635570310480015	http://dx.doi.org/10.1108/02635570310480015	PROPN
ajfa-1143	355	2	dwyer	dwyer	PROPN
ajfa-1143	355	3	,	,	PUNCT
ajfa-1143	355	4	f.	f.	PROPN
ajfa-1143	355	5	,	,	PUNCT
ajfa-1143	355	6	schurr	schurr	NOUN
ajfa-1143	355	7	,	,	PUNCT
ajfa-1143	355	8	p.	p.	PROPN
ajfa-1143	355	9	,	,	PUNCT
ajfa-1143	355	10	&	&	CCONJ
ajfa-1143	355	11	oh	oh	INTJ
ajfa-1143	355	12	,	,	PUNCT
ajfa-1143	355	13	s.	s.	PROPN
ajfa-1143	355	14	(	(	PUNCT
ajfa-1143	355	15	1987	1987	NUM
ajfa-1143	355	16	)	)	PUNCT
ajfa-1143	355	17	.	.	PUNCT
ajfa-1143	356	1	developing	develop	VERB
ajfa-1143	356	2	buyer	buyer	NOUN
ajfa-1143	356	3	-	-	PUNCT
ajfa-1143	356	4	seller	seller	NOUN
ajfa-1143	356	5	relationships	relationship	NOUN
ajfa-1143	356	6	.	.	PUNCT
ajfa-1143	357	1	journal	journal	NOUN
ajfa-1143	357	2	of	of	ADP
ajfa-1143	357	3	marketing	marketing	NOUN
ajfa-1143	357	4	,	,	PUNCT
ajfa-1143	357	5	51	51	NUM
ajfa-1143	357	6	,	,	PUNCT
ajfa-1143	357	7	april	april	PROPN
ajfa-1143	357	8	,	,	PUNCT
ajfa-1143	357	9	11	11	NUM
ajfa-1143	357	10	-	-	SYM
ajfa-1143	357	11	27	27	NUM
ajfa-1143	357	12	.	.	PUNCT
ajfa-1143	358	1	http://dx.doi.org/10.2307/1251126	http://dx.doi.org/10.2307/1251126	NOUN
ajfa-1143	358	2	ennew	ennew	PROPN
ajfa-1143	358	3	,	,	PUNCT
ajfa-1143	358	4	c.	c.	PROPN
ajfa-1143	358	5	t	t	PROPN
ajfa-1143	358	6	,	,	PUNCT
ajfa-1143	358	7	&	&	CCONJ
ajfa-1143	358	8	binks	binks	PROPN
ajfa-1143	358	9	,	,	PUNCT
ajfa-1143	358	10	m.	m.	PROPN
ajfa-1143	358	11	r.	r.	PROPN
ajfa-1143	358	12	(	(	PUNCT
ajfa-1143	358	13	1996	1996	NUM
ajfa-1143	358	14	)	)	PUNCT
ajfa-1143	358	15	.	.	PUNCT
ajfa-1143	359	1	the	the	DET
ajfa-1143	359	2	impact	impact	NOUN
ajfa-1143	359	3	of	of	ADP
ajfa-1143	359	4	service	service	NOUN
ajfa-1143	359	5	quality	quality	NOUN
ajfa-1143	359	6	and	and	CCONJ
ajfa-1143	359	7	service	service	NOUN
ajfa-1143	359	8	characteristics	characteristic	NOUN
ajfa-1143	359	9	on	on	ADP
ajfa-1143	359	10	customer	customer	NOUN
ajfa-1143	359	11	retention	retention	NOUN
ajfa-1143	359	12	:	:	PUNCT
ajfa-1143	359	13	small	small	ADJ
ajfa-1143	359	14	businesses	business	NOUN
ajfa-1143	359	15	and	and	CCONJ
ajfa-1143	359	16	their	their	PRON
ajfa-1143	359	17	banks	bank	NOUN
ajfa-1143	359	18	in	in	ADP
ajfa-1143	359	19	the	the	DET
ajfa-1143	359	20	uk	uk	PROPN
ajfa-1143	359	21	.	.	PROPN
ajfa-1143	359	22	british	british	PROPN
ajfa-1143	359	23	journal	journal	PROPN
ajfa-1143	359	24	of	of	ADP
ajfa-1143	359	25	management	management	NOUN
ajfa-1143	359	26	,	,	PUNCT
ajfa-1143	359	27	7	7	NUM
ajfa-1143	359	28	,	,	PUNCT
ajfa-1143	359	29	219	219	NUM
ajfa-1143	359	30	-	-	SYM
ajfa-1143	359	31	230	230	NUM
ajfa-1143	359	32	.	.	PUNCT
ajfa-1143	360	1	http://dx.doi.org/10.1111/j.1467-8551.1996.tb00116.x	http://dx.doi.org/10.1111/j.1467-8551.1996.tb00116.x	PROPN
ajfa-1143	360	2	etzel	etzel	ADJ
ajfa-1143	360	3	,	,	PUNCT
ajfa-1143	360	4	m.	m.	NOUN
ajfa-1143	360	5	j.	j.	PROPN
ajfa-1143	360	6	,	,	PUNCT
ajfa-1143	360	7	walker	walker	PROPN
ajfa-1143	360	8	,	,	PUNCT
ajfa-1143	360	9	b.	b.	PROPN
ajfa-1143	360	10	j.	j.	PROPN
ajfa-1143	360	11	,	,	PUNCT
ajfa-1143	360	12	&	&	CCONJ
ajfa-1143	360	13	stanton	stanton	PROPN
ajfa-1143	360	14	,	,	PUNCT
ajfa-1143	360	15	w.j	w.j	PROPN
ajfa-1143	360	16	.	.	PROPN
ajfa-1143	360	17	(	(	PUNCT
ajfa-1143	360	18	2001	2001	NUM
ajfa-1143	360	19	)	)	PUNCT
ajfa-1143	360	20	.	.	PUNCT
ajfa-1143	361	1	service	service	NOUN
ajfa-1143	361	2	marketing	marketing	NOUN
ajfa-1143	361	3	.	.	PUNCT
ajfa-1143	362	1	mcgraw	mcgraw	PROPN
ajfa-1143	362	2	-	-	PUNCT
ajfa-1143	362	3	hill	hill	PROPN
ajfa-1143	362	4	,	,	PUNCT
ajfa-1143	362	5	us	us	PROPN
ajfa-1143	362	6	.	.	PUNCT
ajfa-1143	363	1	gerrard	gerrard	PROPN
ajfa-1143	363	2	,	,	PUNCT
ajfa-1143	363	3	p.	p.	PROPN
ajfa-1143	363	4	,	,	PUNCT
ajfa-1143	363	5	&	&	CCONJ
ajfa-1143	363	6	cunningham	cunningham	PROPN
ajfa-1143	363	7	,	,	PUNCT
ajfa-1143	363	8	j.	j.	PROPN
ajfa-1143	363	9	b.	b.	PROPN
ajfa-1143	363	10	(	(	PUNCT
ajfa-1143	363	11	2003	2003	NUM
ajfa-1143	363	12	)	)	PUNCT
ajfa-1143	363	13	.	.	PUNCT
ajfa-1143	364	1	the	the	DET
ajfa-1143	364	2	diffusion	diffusion	NOUN
ajfa-1143	364	3	of	of	ADP
ajfa-1143	364	4	internet	internet	NOUN
ajfa-1143	364	5	banking	banking	NOUN
ajfa-1143	364	6	among	among	ADP
ajfa-1143	364	7	singapore	singapore	PROPN
ajfa-1143	364	8	consumers	consumer	NOUN
ajfa-1143	364	9	.	.	PUNCT
ajfa-1143	365	1	international	international	ADJ
ajfa-1143	365	2	journal	journal	PROPN
ajfa-1143	365	3	of	of	ADP
ajfa-1143	365	4	bank	bank	PROPN
ajfa-1143	365	5	marketing	marketing	NOUN
ajfa-1143	365	6	,	,	PUNCT
ajfa-1143	365	7	21(1	21(1	NUM
ajfa-1143	365	8	)	)	PUNCT
ajfa-1143	365	9	,	,	PUNCT
ajfa-1143	365	10	16	16	NUM
ajfa-1143	365	11	-	-	SYM
ajfa-1143	365	12	28	28	NUM
ajfa-1143	365	13	.	.	PUNCT
ajfa-1143	366	1	http://dx.doi.org/10.1108/02652320310457776	http://dx.doi.org/10.1108/02652320310457776	PROPN
ajfa-1143	366	2	geyskens	geyskens	PROPN
ajfa-1143	366	3	,	,	PUNCT
ajfa-1143	366	4	i.	i.	NOUN
ajfa-1143	366	5	,	,	PUNCT
ajfa-1143	366	6	steenkamp	steenkamp	PROPN
ajfa-1143	366	7	,	,	PUNCT
ajfa-1143	366	8	j.	j.	PROPN
ajfa-1143	366	9	b.	b.	PROPN
ajfa-1143	366	10	,	,	PUNCT
ajfa-1143	366	11	&	&	CCONJ
ajfa-1143	366	12	kumar	kumar	PROPN
ajfa-1143	366	13	,	,	PUNCT
ajfa-1143	366	14	n.	n.	PROPN
ajfa-1143	366	15	(	(	PUNCT
ajfa-1143	366	16	1999	1999	NUM
ajfa-1143	366	17	)	)	PUNCT
ajfa-1143	366	18	.	.	PUNCT
ajfa-1143	367	1	a	a	DET
ajfa-1143	367	2	meta	meta	ADJ
ajfa-1143	367	3	-	-	PUNCT
ajfa-1143	367	4	analysis	analysis	NOUN
ajfa-1143	367	5	of	of	ADP
ajfa-1143	367	6	satisfaction	satisfaction	NOUN
ajfa-1143	367	7	in	in	ADP
ajfa-1143	367	8	marketing	marketing	NOUN
ajfa-1143	367	9	channel	channel	NOUN
ajfa-1143	367	10	relationships	relationship	NOUN
ajfa-1143	367	11	.	.	PUNCT
ajfa-1143	368	1	journal	journal	NOUN
ajfa-1143	368	2	of	of	ADP
ajfa-1143	368	3	marketing	marketing	NOUN
ajfa-1143	368	4	research	research	NOUN
ajfa-1143	368	5	,	,	PUNCT
ajfa-1143	368	6	36	36	NUM
ajfa-1143	368	7	,	,	PUNCT
ajfa-1143	368	8	223	223	NUM
ajfa-1143	368	9	-	-	SYM
ajfa-1143	368	10	238	238	NUM
ajfa-1143	368	11	.	.	PUNCT
ajfa-1143	369	1	http://dx.doi.org/10.2307/3152095	http://dx.doi.org/10.2307/3152095	NOUN
ajfa-1143	369	2	ghoshal	ghoshal	PROPN
ajfa-1143	369	3	,	,	PUNCT
ajfa-1143	369	4	s.	s.	PROPN
ajfa-1143	369	5	,	,	PUNCT
ajfa-1143	369	6	&	&	CCONJ
ajfa-1143	369	7	westney	westney	NOUN
ajfa-1143	369	8	,	,	PUNCT
ajfa-1143	369	9	d.	d.	PROPN
ajfa-1143	369	10	e.	e.	PROPN
ajfa-1143	369	11	(	(	PUNCT
ajfa-1143	369	12	1991	1991	NUM
ajfa-1143	369	13	)	)	PUNCT
ajfa-1143	369	14	.	.	PUNCT
ajfa-1143	370	1	organizational	organizational	ADJ
ajfa-1143	370	2	competitor	competitor	NOUN
ajfa-1143	370	3	analysis	analysis	NOUN
ajfa-1143	370	4	:	:	PUNCT
ajfa-1143	370	5	an	an	DET
ajfa-1143	370	6	integrative	integrative	ADJ
ajfa-1143	370	7	framework	framework	NOUN
ajfa-1143	370	8	of	of	ADP
ajfa-1143	370	9	dimensions	dimension	NOUN
ajfa-1143	370	10	and	and	CCONJ
ajfa-1143	370	11	determinations	determination	NOUN
ajfa-1143	370	12	.	.	PUNCT
ajfa-1143	371	1	journal	journal	NOUN
ajfa-1143	371	2	of	of	ADP
ajfa-1143	371	3	marketing	marketing	NOUN
ajfa-1143	371	4	,	,	PUNCT
ajfa-1143	371	5	12	12	NUM
ajfa-1143	371	6	,	,	PUNCT
ajfa-1143	371	7	17	17	NUM
ajfa-1143	371	8	-	-	SYM
ajfa-1143	371	9	31	31	NUM
ajfa-1143	371	10	.	.	PUNCT
ajfa-1143	372	1	glaser	glaser	PROPN
ajfa-1143	372	2	,	,	PUNCT
ajfa-1143	372	3	b.	b.	PROPN
ajfa-1143	372	4	g.	g.	PROPN
ajfa-1143	372	5	(	(	PUNCT
ajfa-1143	372	6	1992a	1992a	NUM
ajfa-1143	372	7	)	)	PUNCT
ajfa-1143	372	8	.	.	PUNCT
ajfa-1143	373	1	basics	basic	NOUN
ajfa-1143	373	2	of	of	ADP
ajfa-1143	373	3	grounded	ground	VERB
ajfa-1143	373	4	theory	theory	NOUN
ajfa-1143	373	5	analysis	analysis	NOUN
ajfa-1143	373	6	:	:	PUNCT
ajfa-1143	373	7	emergence	emergence	NOUN
ajfa-1143	373	8	vs.	vs.	ADP
ajfa-1143	373	9	forcing	force	VERB
ajfa-1143	373	10	.	.	PUNCT
ajfa-1143	374	1	mill	mill	NOUN
ajfa-1143	374	2	valley	valley	PROPN
ajfa-1143	374	3	,	,	PUNCT
ajfa-1143	374	4	sociology	sociology	NOUN
ajfa-1143	374	5	press	press	NOUN
ajfa-1143	374	6	,	,	PUNCT
ajfa-1143	374	7	ca	ca	PROPN
ajfa-1143	374	8	,	,	PUNCT
ajfa-1143	374	9	us	we	PRON
ajfa-1143	374	10	.	.	PUNCT
ajfa-1143	375	1	asian	asian	ADJ
ajfa-1143	375	2	journal	journal	PROPN
ajfa-1143	375	3	of	of	ADP
ajfa-1143	375	4	finance	finance	PROPN
ajfa-1143	375	5	&	&	CCONJ
ajfa-1143	375	6	accounting	accounting	PROPN
ajfa-1143	375	7	issn	issn	PROPN
ajfa-1143	375	8	1946	1946	NUM
ajfa-1143	375	9	-	-	PUNCT
ajfa-1143	375	10	052x	052x	NOUN
ajfa-1143	375	11	2012	2012	NUM
ajfa-1143	375	12	,	,	PUNCT
ajfa-1143	375	13	vol	vol	NOUN
ajfa-1143	375	14	.	.	PROPN
ajfa-1143	375	15	4	4	NUM
ajfa-1143	375	16	,	,	PUNCT
ajfa-1143	375	17	no	no	INTJ
ajfa-1143	375	18	.	.	NOUN
ajfa-1143	375	19	1	1	NUM
ajfa-1143	375	20	www.macrothink.org/ajfa	www.macrothink.org/ajfa	NUM
ajfa-1143	375	21	42	42	NUM
ajfa-1143	375	22	glaser	glaser	PROPN
ajfa-1143	375	23	,	,	PUNCT
ajfa-1143	375	24	b.	b.	PROPN
ajfa-1143	375	25	g.	g.	PROPN
ajfa-1143	375	26	(	(	PUNCT
ajfa-1143	375	27	2004	2004	NUM
ajfa-1143	375	28	)	)	PUNCT
ajfa-1143	375	29	.	.	PUNCT
ajfa-1143	376	1	remodeling	remodel	VERB
ajfa-1143	376	2	grounded	ground	VERB
ajfa-1143	376	3	theory	theory	NOUN
ajfa-1143	376	4	.	.	PUNCT
ajfa-1143	377	1	the	the	DET
ajfa-1143	377	2	grounded	ground	VERB
ajfa-1143	377	3	theory	theory	NOUN
ajfa-1143	377	4	review	review	NOUN
ajfa-1143	377	5	:	:	PUNCT
ajfa-1143	377	6	an	an	DET
ajfa-1143	377	7	international	international	ADJ
ajfa-1143	377	8	journal	journal	NOUN
ajfa-1143	377	9	,	,	PUNCT
ajfa-1143	377	10	4(1	4(1	NOUN
ajfa-1143	377	11	)	)	PUNCT
ajfa-1143	377	12	,	,	PUNCT
ajfa-1143	377	13	november	november	PROPN
ajfa-1143	377	14	,	,	PUNCT
ajfa-1143	377	15	1	1	NUM
ajfa-1143	377	16	-	-	SYM
ajfa-1143	377	17	22	22	NUM
ajfa-1143	377	18	,	,	PUNCT
ajfa-1143	377	19	sociology	sociology	NOUN
ajfa-1143	377	20	press	press	NOUN
ajfa-1143	377	21	,	,	PUNCT
ajfa-1143	377	22	usa	usa	PROPN
ajfa-1143	377	23	.	.	PROPN
ajfa-1143	377	24	glaser	glaser	PROPN
ajfa-1143	377	25	,	,	PUNCT
ajfa-1143	377	26	b.	b.	PROPN
ajfa-1143	377	27	g.	g.	PROPN
ajfa-1143	377	28	,	,	PUNCT
ajfa-1143	377	29	&	&	CCONJ
ajfa-1143	377	30	strauss	strauss	PROPN
ajfa-1143	377	31	.	.	PUNCT
ajfa-1143	378	1	a.	a.	PROPN
ajfa-1143	378	2	(	(	PUNCT
ajfa-1143	378	3	1967	1967	NUM
ajfa-1143	378	4	)	)	PUNCT
ajfa-1143	378	5	.	.	PUNCT
ajfa-1143	379	1	the	the	DET
ajfa-1143	379	2	discovery	discovery	NOUN
ajfa-1143	379	3	of	of	ADP
ajfa-1143	379	4	grounded	ground	VERB
ajfa-1143	379	5	theory	theory	NOUN
ajfa-1143	379	6	:	:	PUNCT
ajfa-1143	379	7	strategies	strategy	NOUN
ajfa-1143	379	8	for	for	ADP
ajfa-1143	379	9	qualitative	qualitative	ADJ
ajfa-1143	379	10	research	research	NOUN
ajfa-1143	379	11	.	.	PUNCT
ajfa-1143	380	1	aldine	aldine	PROPN
ajfa-1143	380	2	publishing	publishing	PROPN
ajfa-1143	380	3	company	company	NOUN
ajfa-1143	380	4	,	,	PUNCT
ajfa-1143	380	5	chicago	chicago	PROPN
ajfa-1143	380	6	,	,	PUNCT
ajfa-1143	380	7	us	us	PROPN
ajfa-1143	380	8	.	.	PUNCT
ajfa-1143	381	1	gray	gray	PROPN
ajfa-1143	381	2	,	,	PUNCT
ajfa-1143	381	3	j.	j.	PROPN
ajfa-1143	381	4	,	,	PUNCT
ajfa-1143	381	5	&	&	CCONJ
ajfa-1143	381	6	wilcox	wilcox	PROPN
ajfa-1143	381	7	,	,	PUNCT
ajfa-1143	381	8	b.	b.	PROPN
ajfa-1143	381	9	(	(	PUNCT
ajfa-1143	381	10	1995	1995	NUM
ajfa-1143	381	11	)	)	PUNCT
ajfa-1143	381	12	.	.	PUNCT
ajfa-1143	382	1	good	good	ADJ
ajfa-1143	382	2	schools	school	NOUN
ajfa-1143	382	3	,	,	PUNCT
ajfa-1143	382	4	bad	bad	ADJ
ajfa-1143	382	5	schools	school	NOUN
ajfa-1143	382	6	.	.	PUNCT
ajfa-1143	383	1	open	open	ADJ
ajfa-1143	383	2	university	university	NOUN
ajfa-1143	383	3	press	press	NOUN
ajfa-1143	383	4	,	,	PUNCT
ajfa-1143	383	5	uk	uk	PROPN
ajfa-1143	383	6	.	.	PROPN
ajfa-1143	383	7	grönroos	grönroos	PROPN
ajfa-1143	383	8	,	,	PUNCT
ajfa-1143	383	9	c.	c.	PROPN
ajfa-1143	383	10	(	(	PUNCT
ajfa-1143	383	11	1983	1983	NUM
ajfa-1143	383	12	)	)	PUNCT
ajfa-1143	383	13	.	.	PUNCT
ajfa-1143	384	1	strategic	strategic	ADJ
ajfa-1143	384	2	management	management	NOUN
ajfa-1143	384	3	and	and	CCONJ
ajfa-1143	384	4	marketing	marketing	NOUN
ajfa-1143	384	5	in	in	ADP
ajfa-1143	384	6	the	the	DET
ajfa-1143	384	7	service	service	NOUN
ajfa-1143	384	8	sector	sector	NOUN
ajfa-1143	384	9	.	.	PUNCT
ajfa-1143	385	1	marketing	marketing	NOUN
ajfa-1143	385	2	science	science	PROPN
ajfa-1143	385	3	institute	institute	PROPN
ajfa-1143	385	4	,	,	PUNCT
ajfa-1143	385	5	cambridge	cambridge	PROPN
ajfa-1143	385	6	,	,	PUNCT
ajfa-1143	385	7	ma	ma	PROPN
ajfa-1143	385	8	.	.	PROPN
ajfa-1143	385	9	,	,	PUNCT
ajfa-1143	385	10	usa	usa	PROPN
ajfa-1143	385	11	.	.	PROPN
ajfa-1143	385	12	grönroos	grönroos	PROPN
ajfa-1143	385	13	,	,	PUNCT
ajfa-1143	385	14	c.	c.	PROPN
ajfa-1143	385	15	(	(	PUNCT
ajfa-1143	385	16	1996	1996	NUM
ajfa-1143	385	17	)	)	PUNCT
ajfa-1143	385	18	.	.	PUNCT
ajfa-1143	386	1	relationship	relationship	NOUN
ajfa-1143	386	2	marketing	marketing	NOUN
ajfa-1143	386	3	:	:	PUNCT
ajfa-1143	386	4	strategic	strategic	ADJ
ajfa-1143	386	5	and	and	CCONJ
ajfa-1143	386	6	tactical	tactical	ADJ
ajfa-1143	386	7	implications	implication	NOUN
ajfa-1143	386	8	.	.	PUNCT
ajfa-1143	387	1	management	management	NOUN
ajfa-1143	387	2	decision	decision	NOUN
ajfa-1143	387	3	,	,	PUNCT
ajfa-1143	387	4	34(3	34(3	NUM
ajfa-1143	387	5	)	)	PUNCT
ajfa-1143	387	6	,	,	PUNCT
ajfa-1143	387	7	5	5	NUM
ajfa-1143	387	8	-	-	SYM
ajfa-1143	387	9	14	14	NUM
ajfa-1143	387	10	.	.	PUNCT
ajfa-1143	388	1	http://dx.doi.org/10.1108/00251749610113613	http://dx.doi.org/10.1108/00251749610113613	PROPN
ajfa-1143	388	2	grönroos	grönroos	PROPN
ajfa-1143	388	3	,	,	PUNCT
ajfa-1143	388	4	c.	c.	PROPN
ajfa-1143	388	5	(	(	PUNCT
ajfa-1143	388	6	2001	2001	NUM
ajfa-1143	388	7	)	)	PUNCT
ajfa-1143	388	8	.	.	PUNCT
ajfa-1143	389	1	service	service	NOUN
ajfa-1143	389	2	management	management	NOUN
ajfa-1143	389	3	and	and	CCONJ
ajfa-1143	389	4	marketing	marketing	NOUN
ajfa-1143	389	5	,	,	PUNCT
ajfa-1143	389	6	wiley	wiley	NOUN
ajfa-1143	389	7	,	,	PUNCT
ajfa-1143	389	8	uk	uk	PROPN
ajfa-1143	389	9	.	.	PROPN
ajfa-1143	389	10	gundlach	gundlach	PROPN
ajfa-1143	389	11	,	,	PUNCT
ajfa-1143	389	12	g.	g.	PROPN
ajfa-1143	389	13	t	t	PROPN
ajfa-1143	389	14	,	,	PUNCT
ajfa-1143	389	15	&	&	CCONJ
ajfa-1143	389	16	murphy	murphy	PROPN
ajfa-1143	389	17	,	,	PUNCT
ajfa-1143	389	18	p.	p.	NOUN
ajfa-1143	389	19	e	e	PROPN
ajfa-1143	389	20	(	(	PUNCT
ajfa-1143	389	21	1993	1993	NUM
ajfa-1143	389	22	)	)	PUNCT
ajfa-1143	389	23	.	.	PUNCT
ajfa-1143	390	1	ethical	ethical	ADJ
ajfa-1143	390	2	and	and	CCONJ
ajfa-1143	390	3	legal	legal	ADJ
ajfa-1143	390	4	foundations	foundation	NOUN
ajfa-1143	390	5	of	of	ADP
ajfa-1143	390	6	relational	relational	ADJ
ajfa-1143	390	7	marketing	marketing	NOUN
ajfa-1143	390	8	exchanges	exchange	NOUN
ajfa-1143	390	9	.	.	PUNCT
ajfa-1143	391	1	journal	journal	NOUN
ajfa-1143	391	2	of	of	ADP
ajfa-1143	391	3	marketing	marketing	NOUN
ajfa-1143	391	4	,	,	PUNCT
ajfa-1143	391	5	57	57	NUM
ajfa-1143	391	6	,	,	PUNCT
ajfa-1143	391	7	35	35	NUM
ajfa-1143	391	8	-	-	SYM
ajfa-1143	391	9	46	46	NUM
ajfa-1143	391	10	.	.	PUNCT
ajfa-1143	392	1	http://dx.doi.org/10.2307/1252217	http://dx.doi.org/10.2307/1252217	PROPN
ajfa-1143	392	2	harrison	harrison	PROPN
ajfa-1143	392	3	,	,	PUNCT
ajfa-1143	392	4	j.	j.	PROPN
ajfa-1143	392	5	s.	s.	PROPN
ajfa-1143	392	6	,	,	PUNCT
ajfa-1143	392	7	st	st	PROPN
ajfa-1143	392	8	john	john	PROPN
ajfa-1143	392	9	,	,	PUNCT
ajfa-1143	392	10	c.	c.	PROPN
ajfa-1143	392	11	h.	h.	PROPN
ajfa-1143	392	12	(	(	PUNCT
ajfa-1143	392	13	1996	1996	NUM
ajfa-1143	392	14	)	)	PUNCT
ajfa-1143	392	15	.	.	PUNCT
ajfa-1143	393	1	managing	manage	VERB
ajfa-1143	393	2	and	and	CCONJ
ajfa-1143	393	3	partnering	partner	VERB
ajfa-1143	393	4	with	with	ADP
ajfa-1143	393	5	external	external	ADJ
ajfa-1143	393	6	stakeholders	stakeholder	NOUN
ajfa-1143	393	7	.	.	PUNCT
ajfa-1143	394	1	academy	academy	PROPN
ajfa-1143	394	2	of	of	ADP
ajfa-1143	394	3	management	management	NOUN
ajfa-1143	394	4	executive	executive	NOUN
ajfa-1143	394	5	,	,	PUNCT
ajfa-1143	394	6	10	10	NUM
ajfa-1143	394	7	,	,	PUNCT
ajfa-1143	394	8	46	46	NUM
ajfa-1143	394	9	-	-	SYM
ajfa-1143	394	10	60	60	NUM
ajfa-1143	394	11	.	.	PUNCT
ajfa-1143	395	1	http://dx.doi.org/10.5465/ame.1996.9606161554	http://dx.doi.org/10.5465/ame.1996.9606161554	NOUN
ajfa-1143	395	2	hines	hine	NOUN
ajfa-1143	395	3	,	,	PUNCT
ajfa-1143	395	4	p.	p.	NOUN
ajfa-1143	395	5	(	(	PUNCT
ajfa-1143	395	6	1994	1994	NUM
ajfa-1143	395	7	)	)	PUNCT
ajfa-1143	395	8	.	.	PUNCT
ajfa-1143	396	1	creating	create	VERB
ajfa-1143	396	2	world	world	NOUN
ajfa-1143	396	3	class	class	NOUN
ajfa-1143	396	4	suppliers	supplier	NOUN
ajfa-1143	396	5	:	:	PUNCT
ajfa-1143	396	6	unlocking	unlock	VERB
ajfa-1143	396	7	mutual	mutual	ADJ
ajfa-1143	396	8	competitive	competitive	ADJ
ajfa-1143	396	9	advantage	advantage	NOUN
ajfa-1143	396	10	,	,	PUNCT
ajfa-1143	396	11	pitman	pitman	NOUN
ajfa-1143	396	12	,	,	PUNCT
ajfa-1143	396	13	london	london	PROPN
ajfa-1143	396	14	,	,	PUNCT
ajfa-1143	396	15	uk	uk	PROPN
ajfa-1143	396	16	.	.	PROPN
ajfa-1143	396	17	houston	houston	PROPN
ajfa-1143	396	18	,	,	PUNCT
ajfa-1143	396	19	m.	m.	PROPN
ajfa-1143	396	20	b.	b.	PROPN
ajfa-1143	396	21	,	,	PUNCT
ajfa-1143	396	22	battencourt	battencourt	PROPN
ajfa-1143	396	23	,	,	PUNCT
ajfa-1143	396	24	l.	l.	PROPN
ajfa-1143	396	25	a.	a.	PROPN
ajfa-1143	396	26	,	,	PUNCT
ajfa-1143	396	27	&	&	CCONJ
ajfa-1143	396	28	wenger	wenger	PROPN
ajfa-1143	396	29	,	,	PUNCT
ajfa-1143	396	30	s.	s.	PROPN
ajfa-1143	396	31	(	(	PUNCT
ajfa-1143	396	32	1998	1998	NUM
ajfa-1143	396	33	)	)	PUNCT
ajfa-1143	396	34	.	.	PUNCT
ajfa-1143	397	1	the	the	DET
ajfa-1143	397	2	relationship	relationship	NOUN
ajfa-1143	397	3	between	between	ADP
ajfa-1143	397	4	waiting	wait	VERB
ajfa-1143	397	5	in	in	ADP
ajfa-1143	397	6	a	a	DET
ajfa-1143	397	7	queue	queue	NOUN
ajfa-1143	397	8	and	and	CCONJ
ajfa-1143	397	9	evaluations	evaluation	NOUN
ajfa-1143	397	10	of	of	ADP
ajfa-1143	397	11	service	service	NOUN
ajfa-1143	397	12	quality	quality	NOUN
ajfa-1143	397	13	:	:	PUNCT
ajfa-1143	397	14	a	a	DET
ajfa-1143	397	15	field	field	NOUN
ajfa-1143	397	16	theory	theory	NOUN
ajfa-1143	397	17	perspective	perspective	NOUN
ajfa-1143	397	18	.	.	PUNCT
ajfa-1143	398	1	psychology	psychology	NOUN
ajfa-1143	398	2	and	and	CCONJ
ajfa-1143	398	3	marketing	marketing	NOUN
ajfa-1143	398	4	,	,	PUNCT
ajfa-1143	398	5	15(8	15(8	NOUN
ajfa-1143	398	6	)	)	PUNCT
ajfa-1143	398	7	,	,	PUNCT
ajfa-1143	398	8	735	735	NUM
ajfa-1143	398	9	-	-	SYM
ajfa-1143	398	10	753	753	NUM
ajfa-1143	398	11	.	.	PUNCT
ajfa-1143	399	1	http://dx.doi.org/10.1002/(sici)1520-6793(199812)15:8<735::aid-mar2>3.0.co;2-9	http://dx.doi.org/10.1002/(sici)1520-6793(199812)15:8<735::aid-mar2>3.0.co;2-9	NOUN
ajfa-1143	399	2	howcroft	howcroft	PROPN
ajfa-1143	399	3	,	,	PUNCT
ajfa-1143	399	4	b.	b.	PROPN
ajfa-1143	399	5	,	,	PUNCT
ajfa-1143	399	6	&	&	CCONJ
ajfa-1143	399	7	durkin	durkin	PROPN
ajfa-1143	399	8	,	,	PUNCT
ajfa-1143	399	9	m.	m.	NOUN
ajfa-1143	399	10	(	(	PUNCT
ajfa-1143	399	11	2000	2000	NUM
ajfa-1143	399	12	)	)	PUNCT
ajfa-1143	399	13	.	.	PUNCT
ajfa-1143	400	1	reflections	reflection	NOUN
ajfa-1143	400	2	on	on	ADP
ajfa-1143	400	3	bank	bank	NOUN
ajfa-1143	400	4	-	-	PUNCT
ajfa-1143	400	5	customer	customer	NOUN
ajfa-1143	400	6	interactions	interaction	NOUN
ajfa-1143	400	7	in	in	ADP
ajfa-1143	400	8	the	the	DET
ajfa-1143	400	9	new	new	ADJ
ajfa-1143	400	10	millennium	millennium	NOUN
ajfa-1143	400	11	.	.	PUNCT
ajfa-1143	401	1	journal	journal	PROPN
ajfa-1143	401	2	of	of	ADP
ajfa-1143	401	3	financial	financial	ADJ
ajfa-1143	401	4	services	service	NOUN
ajfa-1143	401	5	marketing	marketing	NOUN
ajfa-1143	401	6	,	,	PUNCT
ajfa-1143	401	7	5(1	5(1	NUM
ajfa-1143	401	8	)	)	PUNCT
ajfa-1143	401	9	,	,	PUNCT
ajfa-1143	401	10	9	9	NUM
ajfa-1143	401	11	-	-	SYM
ajfa-1143	401	12	20	20	NUM
ajfa-1143	401	13	.	.	PUNCT
ajfa-1143	402	1	http://dx.doi.org/10.1057/palgrave	http://dx.doi.org/10.1057/palgrave	NOUN
ajfa-1143	402	2	hughes	hughe	NOUN
ajfa-1143	402	3	,	,	PUNCT
ajfa-1143	402	4	t.	t.	PROPN
ajfa-1143	402	5	j.	j.	PROPN
ajfa-1143	402	6	(	(	PUNCT
ajfa-1143	402	7	2002	2002	NUM
ajfa-1143	402	8	)	)	PUNCT
ajfa-1143	402	9	.	.	PUNCT
ajfa-1143	403	1	marketing	marketing	NOUN
ajfa-1143	403	2	principles	principle	NOUN
ajfa-1143	403	3	in	in	ADP
ajfa-1143	403	4	the	the	DET
ajfa-1143	403	5	application	application	NOUN
ajfa-1143	403	6	of	of	ADP
ajfa-1143	403	7	e	e	NOUN
ajfa-1143	403	8	-	-	NOUN
ajfa-1143	403	9	commerce	commerce	NOUN
ajfa-1143	403	10	.	.	PUNCT
ajfa-1143	404	1	qualitative	qualitative	ADJ
ajfa-1143	404	2	market	market	NOUN
ajfa-1143	404	3	research	research	NOUN
ajfa-1143	404	4	:	:	PUNCT
ajfa-1143	404	5	an	an	DET
ajfa-1143	404	6	international	international	ADJ
ajfa-1143	404	7	journal	journal	NOUN
ajfa-1143	404	8	,	,	PUNCT
ajfa-1143	404	9	5(4	5(4	NUM
ajfa-1143	404	10	)	)	PUNCT
ajfa-1143	404	11	,	,	PUNCT
ajfa-1143	404	12	252	252	NUM
ajfa-1143	404	13	-	-	SYM
ajfa-1143	404	14	260	260	NUM
ajfa-1143	404	15	.	.	PUNCT
ajfa-1143	405	1	http://dx.doi.org/10.1108/13522750210443209	http://dx.doi.org/10.1108/13522750210443209	PROPN
ajfa-1143	405	2	jackson	jackson	PROPN
ajfa-1143	405	3	,	,	PUNCT
ajfa-1143	405	4	b.	b.	PROPN
ajfa-1143	405	5	b.	b.	PROPN
ajfa-1143	405	6	(	(	PUNCT
ajfa-1143	405	7	1985	1985	NUM
ajfa-1143	405	8	)	)	PUNCT
ajfa-1143	405	9	.	.	PUNCT
ajfa-1143	406	1	winning	win	VERB
ajfa-1143	406	2	and	and	CCONJ
ajfa-1143	406	3	keeping	keep	VERB
ajfa-1143	406	4	industrial	industrial	ADJ
ajfa-1143	406	5	customers	customer	NOUN
ajfa-1143	406	6	:	:	PUNCT
ajfa-1143	406	7	the	the	DET
ajfa-1143	406	8	dynamics	dynamic	NOUN
ajfa-1143	406	9	of	of	ADP
ajfa-1143	406	10	customer	customer	NOUN
ajfa-1143	406	11	relationships	relationship	NOUN
ajfa-1143	406	12	.	.	PUNCT
ajfa-1143	407	1	the	the	DET
ajfa-1143	407	2	free	free	ADJ
ajfa-1143	407	3	press	press	NOUN
ajfa-1143	407	4	,	,	PUNCT
ajfa-1143	407	5	new	new	PROPN
ajfa-1143	407	6	york	york	PROPN
ajfa-1143	407	7	,	,	PUNCT
ajfa-1143	407	8	ny	ny	PROPN
ajfa-1143	407	9	,	,	PUNCT
ajfa-1143	407	10	us	us	PROPN
ajfa-1143	407	11	.	.	PUNCT
ajfa-1143	408	1	james	james	PROPN
ajfa-1143	408	2	,	,	PUNCT
ajfa-1143	408	3	p.	p.	PROPN
ajfa-1143	408	4	t	t	PROPN
ajfa-1143	409	1	j.	j.	PROPN
ajfa-1143	409	2	(	(	PUNCT
ajfa-1143	409	3	2005	2005	NUM
ajfa-1143	409	4	)	)	PUNCT
ajfa-1143	409	5	.	.	PUNCT
ajfa-1143	410	1	total	total	ADJ
ajfa-1143	410	2	quality	quality	NOUN
ajfa-1143	410	3	management	management	NOUN
ajfa-1143	410	4	in	in	ADP
ajfa-1143	410	5	asia	asia	PROPN
ajfa-1143	410	6	,	,	PUNCT
ajfa-1143	410	7	singapore	singapore	PROPN
ajfa-1143	410	8	,	,	PUNCT
ajfa-1143	410	9	pearson	pearson	PROPN
ajfa-1143	410	10	education	education	PROPN
ajfa-1143	410	11	.	.	PUNCT
ajfa-1143	411	1	jayawardhena	jayawardhena	PROPN
ajfa-1143	411	2	,	,	PUNCT
ajfa-1143	411	3	c.	c.	PROPN
ajfa-1143	411	4	,	,	PUNCT
ajfa-1143	411	5	&	&	CCONJ
ajfa-1143	411	6	foley	foley	PROPN
ajfa-1143	411	7	,	,	PUNCT
ajfa-1143	411	8	p.	p.	NOUN
ajfa-1143	411	9	(	(	PUNCT
ajfa-1143	411	10	2000	2000	NUM
ajfa-1143	411	11	)	)	PUNCT
ajfa-1143	411	12	.	.	PUNCT
ajfa-1143	412	1	changes	change	NOUN
ajfa-1143	412	2	in	in	ADP
ajfa-1143	412	3	the	the	DET
ajfa-1143	412	4	banking	banking	NOUN
ajfa-1143	412	5	sector	sector	NOUN
ajfa-1143	412	6	–	–	PUNCT
ajfa-1143	412	7	the	the	DET
ajfa-1143	412	8	case	case	NOUN
ajfa-1143	412	9	of	of	ADP
ajfa-1143	412	10	internet	internet	NOUN
ajfa-1143	412	11	banking	banking	NOUN
ajfa-1143	412	12	in	in	ADP
ajfa-1143	412	13	the	the	DET
ajfa-1143	412	14	uk	uk	PROPN
ajfa-1143	412	15	.	.	PROPN
ajfa-1143	412	16	internet	internet	NOUN
ajfa-1143	412	17	research	research	NOUN
ajfa-1143	412	18	:	:	PUNCT
ajfa-1143	412	19	electronic	electronic	ADJ
ajfa-1143	412	20	networking	networking	NOUN
ajfa-1143	412	21	applications	application	NOUN
ajfa-1143	412	22	and	and	CCONJ
ajfa-1143	412	23	policy	policy	NOUN
ajfa-1143	412	24	,	,	PUNCT
ajfa-1143	412	25	10(1	10(1	NUM
ajfa-1143	412	26	)	)	PUNCT
ajfa-1143	412	27	,	,	PUNCT
ajfa-1143	412	28	19	19	NUM
ajfa-1143	412	29	-	-	SYM
ajfa-1143	412	30	31	31	NUM
ajfa-1143	412	31	.	.	PUNCT
ajfa-1143	413	1	http://dx.doi.org/10.1108/10662240010312048	http://dx.doi.org/10.1108/10662240010312048	PROPN
ajfa-1143	413	2	kahn	kahn	PROPN
ajfa-1143	413	3	,	,	PUNCT
ajfa-1143	413	4	b.	b.	PROPN
ajfa-1143	413	5	e.	e.	PROPN
ajfa-1143	413	6	(	(	PUNCT
ajfa-1143	413	7	1998	1998	NUM
ajfa-1143	413	8	)	)	PUNCT
ajfa-1143	413	9	.	.	PUNCT
ajfa-1143	414	1	dynamic	dynamic	ADJ
ajfa-1143	414	2	relationships	relationship	NOUN
ajfa-1143	414	3	with	with	ADP
ajfa-1143	414	4	customers	customer	NOUN
ajfa-1143	414	5	:	:	PUNCT
ajfa-1143	414	6	high	high	ADJ
ajfa-1143	414	7	-	-	PUNCT
ajfa-1143	414	8	variety	variety	NOUN
ajfa-1143	414	9	strategies	strategy	NOUN
ajfa-1143	414	10	.	.	PUNCT
ajfa-1143	415	1	journal	journal	NOUN
ajfa-1143	415	2	of	of	ADP
ajfa-1143	415	3	the	the	DET
ajfa-1143	415	4	academy	academy	NOUN
ajfa-1143	415	5	of	of	ADP
ajfa-1143	415	6	marketing	marketing	NOUN
ajfa-1143	415	7	science	science	NOUN
ajfa-1143	415	8	,	,	PUNCT
ajfa-1143	415	9	26(1	26(1	NUM
ajfa-1143	415	10	)	)	PUNCT
ajfa-1143	415	11	,	,	PUNCT
ajfa-1143	415	12	45	45	NUM
ajfa-1143	415	13	-	-	SYM
ajfa-1143	415	14	53	53	NUM
ajfa-1143	415	15	.	.	PUNCT
ajfa-1143	416	1	http://dx.doi.org/10.1177/0092070398261005	http://dx.doi.org/10.1177/0092070398261005	PROPN
ajfa-1143	416	2	asian	asian	PROPN
ajfa-1143	416	3	journal	journal	PROPN
ajfa-1143	416	4	of	of	ADP
ajfa-1143	416	5	finance	finance	PROPN
ajfa-1143	416	6	&	&	CCONJ
ajfa-1143	416	7	accounting	accounting	PROPN
ajfa-1143	416	8	issn	issn	PROPN
ajfa-1143	416	9	1946	1946	NUM
ajfa-1143	416	10	-	-	PUNCT
ajfa-1143	416	11	052x	052x	NOUN
ajfa-1143	416	12	2012	2012	NUM
ajfa-1143	416	13	,	,	PUNCT
ajfa-1143	416	14	vol	vol	NOUN
ajfa-1143	416	15	.	.	PROPN
ajfa-1143	416	16	4	4	NUM
ajfa-1143	416	17	,	,	PUNCT
ajfa-1143	416	18	no	no	INTJ
ajfa-1143	416	19	.	.	NOUN
ajfa-1143	416	20	1	1	NUM
ajfa-1143	416	21	www.macrothink.org/ajfa	www.macrothink.org/ajfa	NUM
ajfa-1143	416	22	43	43	NUM
ajfa-1143	416	23	kaynak	kaynak	NOUN
ajfa-1143	416	24	,	,	PUNCT
ajfa-1143	416	25	e.	e.	PROPN
ajfa-1143	416	26	,	,	PUNCT
ajfa-1143	416	27	&	&	CCONJ
ajfa-1143	416	28	kara	kara	PROPN
ajfa-1143	416	29	,	,	PUNCT
ajfa-1143	416	30	a.	a.	NOUN
ajfa-1143	416	31	(	(	PUNCT
ajfa-1143	416	32	2002	2002	NUM
ajfa-1143	416	33	)	)	PUNCT
ajfa-1143	416	34	.	.	PUNCT
ajfa-1143	417	1	consumer	consumer	NOUN
ajfa-1143	417	2	perceptions	perception	NOUN
ajfa-1143	417	3	of	of	ADP
ajfa-1143	417	4	foreign	foreign	ADJ
ajfa-1143	417	5	products	product	NOUN
ajfa-1143	417	6	:	:	PUNCT
ajfa-1143	417	7	an	an	DET
ajfa-1143	417	8	analysis	analysis	NOUN
ajfa-1143	417	9	of	of	ADP
ajfa-1143	417	10	product	product	NOUN
ajfa-1143	417	11	-	-	PUNCT
ajfa-1143	417	12	country	country	NOUN
ajfa-1143	417	13	images	image	NOUN
ajfa-1143	417	14	and	and	CCONJ
ajfa-1143	417	15	ethnocentrism	ethnocentrism	NOUN
ajfa-1143	417	16	.	.	PUNCT
ajfa-1143	418	1	european	european	ADJ
ajfa-1143	418	2	journal	journal	PROPN
ajfa-1143	418	3	of	of	ADP
ajfa-1143	418	4	marketing	marketing	NOUN
ajfa-1143	418	5	,	,	PUNCT
ajfa-1143	418	6	36(7/8	36(7/8	NUM
ajfa-1143	418	7	)	)	PUNCT
ajfa-1143	418	8	,	,	PUNCT
ajfa-1143	418	9	928	928	NUM
ajfa-1143	418	10	-	-	SYM
ajfa-1143	418	11	949	949	NUM
ajfa-1143	418	12	.	.	PUNCT
ajfa-1143	419	1	http://dx.doi.org/10.1108/03090560210430881	http://dx.doi.org/10.1108/03090560210430881	NOUN
ajfa-1143	419	2	krepapa	krepapa	PROPN
ajfa-1143	419	3	,	,	PUNCT
ajfa-1143	419	4	a.	a.	PROPN
ajfa-1143	419	5	,	,	PUNCT
ajfa-1143	419	6	berthon	berthon	PROPN
ajfa-1143	419	7	,	,	PUNCT
ajfa-1143	419	8	p.	p.	PROPN
ajfa-1143	419	9	,	,	PUNCT
ajfa-1143	419	10	webb	webb	PROPN
ajfa-1143	419	11	,	,	PUNCT
ajfa-1143	419	12	d.	d.	PROPN
ajfa-1143	419	13	,	,	PUNCT
ajfa-1143	419	14	&	&	CCONJ
ajfa-1143	419	15	pitt	pitt	PROPN
ajfa-1143	419	16	,	,	PUNCT
ajfa-1143	419	17	l.	l.	PROPN
ajfa-1143	419	18	(	(	PUNCT
ajfa-1143	419	19	2003	2003	NUM
ajfa-1143	419	20	)	)	PUNCT
ajfa-1143	419	21	.	.	PUNCT
ajfa-1143	420	1	mind	mind	VERB
ajfa-1143	420	2	the	the	DET
ajfa-1143	420	3	gap	gap	NOUN
ajfa-1143	420	4	:	:	PUNCT
ajfa-1143	420	5	an	an	DET
ajfa-1143	420	6	analysis	analysis	NOUN
ajfa-1143	420	7	of	of	ADP
ajfa-1143	420	8	service	service	NOUN
ajfa-1143	420	9	provider	provider	NOUN
ajfa-1143	420	10	versus	versus	ADP
ajfa-1143	420	11	customer	customer	NOUN
ajfa-1143	420	12	perceptions	perception	NOUN
ajfa-1143	420	13	of	of	ADP
ajfa-1143	420	14	market	market	NOUN
ajfa-1143	420	15	orientation	orientation	NOUN
ajfa-1143	420	16	and	and	CCONJ
ajfa-1143	420	17	the	the	DET
ajfa-1143	420	18	impact	impact	NOUN
ajfa-1143	420	19	on	on	ADP
ajfa-1143	420	20	satisfaction	satisfaction	NOUN
ajfa-1143	420	21	.	.	PUNCT
ajfa-1143	421	1	european	european	ADJ
ajfa-1143	421	2	journal	journal	PROPN
ajfa-1143	421	3	of	of	ADP
ajfa-1143	421	4	marketing	marketing	NOUN
ajfa-1143	421	5	,	,	PUNCT
ajfa-1143	421	6	37(1/2	37(1/2	NUM
ajfa-1143	421	7	)	)	PUNCT
ajfa-1143	421	8	,	,	PUNCT
ajfa-1143	421	9	197	197	NUM
ajfa-1143	421	10	-	-	SYM
ajfa-1143	421	11	218	218	NUM
ajfa-1143	421	12	.	.	PUNCT
ajfa-1143	422	1	http://dx.doi.org/10.1108/03090560310454253	http://dx.doi.org/10.1108/03090560310454253	PROPN
ajfa-1143	422	2	kumar	kumar	PROPN
ajfa-1143	422	3	,	,	PUNCT
ajfa-1143	422	4	n.	n.	PROPN
ajfa-1143	422	5	(	(	PUNCT
ajfa-1143	422	6	1996	1996	NUM
ajfa-1143	422	7	)	)	PUNCT
ajfa-1143	422	8	.	.	PUNCT
ajfa-1143	423	1	the	the	DET
ajfa-1143	423	2	power	power	NOUN
ajfa-1143	423	3	of	of	ADP
ajfa-1143	423	4	trust	trust	NOUN
ajfa-1143	423	5	in	in	ADP
ajfa-1143	423	6	manufacturer	manufacturer	NOUN
ajfa-1143	423	7	-	-	PUNCT
ajfa-1143	423	8	retailer	retailer	NOUN
ajfa-1143	423	9	relationships	relationship	NOUN
ajfa-1143	423	10	.	.	PUNCT
ajfa-1143	424	1	harvard	harvard	PROPN
ajfa-1143	424	2	business	business	PROPN
ajfa-1143	424	3	review	review	PROPN
ajfa-1143	424	4	november	november	PROPN
ajfa-1143	424	5	,	,	PUNCT
ajfa-1143	424	6	74(6	74(6	NOUN
ajfa-1143	424	7	)	)	PUNCT
ajfa-1143	424	8	,	,	PUNCT
ajfa-1143	424	9	92	92	NUM
ajfa-1143	424	10	-	-	SYM
ajfa-1143	424	11	106	106	NUM
ajfa-1143	424	12	.	.	PUNCT
ajfa-1143	425	1	leung	leung	PROPN
ajfa-1143	425	2	,	,	PUNCT
ajfa-1143	425	3	j.	j.	PROPN
ajfa-1143	425	4	(	(	PUNCT
ajfa-1143	425	5	1997	1997	NUM
ajfa-1143	425	6	)	)	PUNCT
ajfa-1143	425	7	.	.	PUNCT
ajfa-1143	426	1	battle	battle	NOUN
ajfa-1143	426	2	of	of	ADP
ajfa-1143	426	3	the	the	DET
ajfa-1143	426	4	banks	bank	NOUN
ajfa-1143	426	5	(	(	PUNCT
ajfa-1143	426	6	south	south	ADJ
ajfa-1143	426	7	-	-	PUNCT
ajfa-1143	426	8	east	east	NOUN
ajfa-1143	426	9	asia	asia	PROPN
ajfa-1143	426	10	)	)	PUNCT
ajfa-1143	426	11	.	.	PUNCT
ajfa-1143	427	1	asian	asian	ADJ
ajfa-1143	427	2	business	business	NOUN
ajfa-1143	427	3	,	,	PUNCT
ajfa-1143	427	4	33(3	33(3	NOUN
ajfa-1143	427	5	)	)	PUNCT
ajfa-1143	427	6	,	,	PUNCT
ajfa-1143	427	7	41	41	NUM
ajfa-1143	427	8	-	-	SYM
ajfa-1143	427	9	43	43	NUM
ajfa-1143	427	10	.	.	PUNCT
ajfa-1143	428	1	llosa	llosa	PROPN
ajfa-1143	428	2	,	,	PUNCT
ajfa-1143	428	3	s.	s.	PROPN
ajfa-1143	428	4	,	,	PUNCT
ajfa-1143	428	5	chandon	chandon	PROPN
ajfa-1143	428	6	,	,	PUNCT
ajfa-1143	428	7	j.l	j.l	PROPN
ajfa-1143	428	8	.	.	PROPN
ajfa-1143	428	9	,	,	PUNCT
ajfa-1143	428	10	&	&	CCONJ
ajfa-1143	428	11	orsingher	orsingher	PROPN
ajfa-1143	428	12	,	,	PUNCT
ajfa-1143	428	13	c.	c.	PROPN
ajfa-1143	428	14	(	(	PUNCT
ajfa-1143	428	15	1998	1998	NUM
ajfa-1143	428	16	)	)	PUNCT
ajfa-1143	428	17	.	.	PUNCT
ajfa-1143	429	1	an	an	DET
ajfa-1143	429	2	empirical	empirical	ADJ
ajfa-1143	429	3	study	study	NOUN
ajfa-1143	429	4	of	of	ADP
ajfa-1143	429	5	servqual	servqual	PROPN
ajfa-1143	429	6	’s	’s	PART
ajfa-1143	429	7	dimensionality	dimensionality	NOUN
ajfa-1143	429	8	.	.	PUNCT
ajfa-1143	430	1	the	the	DET
ajfa-1143	430	2	service	service	NOUN
ajfa-1143	430	3	industries	industry	NOUN
ajfa-1143	430	4	journal	journal	NOUN
ajfa-1143	430	5	,	,	PUNCT
ajfa-1143	430	6	18(2	18(2	NUM
ajfa-1143	430	7	)	)	PUNCT
ajfa-1143	430	8	,	,	PUNCT
ajfa-1143	430	9	16	16	NUM
ajfa-1143	430	10	-	-	SYM
ajfa-1143	430	11	44	44	NUM
ajfa-1143	430	12	.	.	PUNCT
ajfa-1143	431	1	permanent	permanent	ADJ
ajfa-1143	431	2	link:27am961	link:27am961	PROPN
ajfa-1143	431	3	.	.	PUNCT
ajfa-1143	431	4	malhotra	malhotra	PROPN
ajfa-1143	431	5	,	,	PUNCT
ajfa-1143	431	6	n.	n.	PROPN
ajfa-1143	431	7	k.	k.	PROPN
ajfa-1143	431	8	,	,	PUNCT
ajfa-1143	431	9	ulgado	ulgado	PROPN
ajfa-1143	431	10	,	,	PUNCT
ajfa-1143	431	11	f.	f.	PROPN
ajfa-1143	431	12	m.	m.	PROPN
ajfa-1143	431	13	,	,	PUNCT
ajfa-1143	431	14	agarwal	agarwal	PROPN
ajfa-1143	431	15	,	,	PUNCT
ajfa-1143	431	16	j.	j.	PROPN
ajfa-1143	431	17	,	,	PUNCT
ajfa-1143	431	18	shainesh	shainesh	PROPN
ajfa-1143	431	19	,	,	PUNCT
ajfa-1143	431	20	g.	g.	PROPN
ajfa-1143	431	21	,	,	PUNCT
ajfa-1143	431	22	&	&	CCONJ
ajfa-1143	431	23	wu	wu	PROPN
ajfa-1143	431	24	,	,	PUNCT
ajfa-1143	431	25	l.	l.	PROPN
ajfa-1143	431	26	(	(	PUNCT
ajfa-1143	431	27	2005	2005	NUM
ajfa-1143	431	28	)	)	PUNCT
ajfa-1143	431	29	.	.	PUNCT
ajfa-1143	432	1	dimensions	dimension	NOUN
ajfa-1143	432	2	of	of	ADP
ajfa-1143	432	3	service	service	NOUN
ajfa-1143	432	4	quality	quality	NOUN
ajfa-1143	432	5	in	in	ADP
ajfa-1143	432	6	developed	develop	VERB
ajfa-1143	432	7	and	and	CCONJ
ajfa-1143	432	8	developing	develop	VERB
ajfa-1143	432	9	economies	economy	NOUN
ajfa-1143	432	10	:	:	PUNCT
ajfa-1143	432	11	multi	multi	ADJ
ajfa-1143	432	12	-	-	ADJ
ajfa-1143	432	13	country	country	ADJ
ajfa-1143	432	14	cross	cross	ADJ
ajfa-1143	432	15	-	-	ADJ
ajfa-1143	432	16	cultural	cultural	ADJ
ajfa-1143	432	17	comparisons	comparison	NOUN
ajfa-1143	432	18	.	.	PUNCT
ajfa-1143	433	1	international	international	ADJ
ajfa-1143	433	2	marketing	marketing	NOUN
ajfa-1143	433	3	review	review	NOUN
ajfa-1143	433	4	,	,	PUNCT
ajfa-1143	433	5	22(3	22(3	NUM
ajfa-1143	433	6	)	)	PUNCT
ajfa-1143	433	7	,	,	PUNCT
ajfa-1143	433	8	256	256	NUM
ajfa-1143	433	9	-	-	SYM
ajfa-1143	433	10	278	278	NUM
ajfa-1143	433	11	.	.	PUNCT
ajfa-1143	434	1	http://dx.doi.org/10.1108/02651330510602204	http://dx.doi.org/10.1108/02651330510602204	PROPN
ajfa-1143	434	2	merrilees	merrilees	PROPN
ajfa-1143	434	3	,	,	PUNCT
ajfa-1143	434	4	b.	b.	PROPN
ajfa-1143	434	5	,	,	PUNCT
ajfa-1143	434	6	&	&	CCONJ
ajfa-1143	434	7	fry	fry	PROPN
ajfa-1143	434	8	,	,	PUNCT
ajfa-1143	434	9	m.	m.	NOUN
ajfa-1143	434	10	l.	l.	PROPN
ajfa-1143	434	11	(	(	PUNCT
ajfa-1143	434	12	2003	2003	NUM
ajfa-1143	434	13	)	)	PUNCT
ajfa-1143	434	14	.	.	PUNCT
ajfa-1143	435	1	e	e	X
ajfa-1143	435	2	-	-	NOUN
ajfa-1143	435	3	trust	trust	NOUN
ajfa-1143	435	4	:	:	PUNCT
ajfa-1143	435	5	the	the	DET
ajfa-1143	435	6	influence	influence	NOUN
ajfa-1143	435	7	of	of	ADP
ajfa-1143	435	8	perceived	perceive	VERB
ajfa-1143	435	9	interactivity	interactivity	NOUN
ajfa-1143	435	10	on	on	ADP
ajfa-1143	435	11	e	e	NOUN
ajfa-1143	435	12	-	-	ADJ
ajfa-1143	435	13	retailing	retailing	ADJ
ajfa-1143	435	14	users	user	NOUN
ajfa-1143	435	15	.	.	PUNCT
ajfa-1143	436	1	marketing	market	VERB
ajfa-1143	436	2	intelligence	intelligence	PROPN
ajfa-1143	436	3	&	&	CCONJ
ajfa-1143	436	4	planning	planning	NOUN
ajfa-1143	436	5	,	,	PUNCT
ajfa-1143	436	6	21(2	21(2	NUM
ajfa-1143	436	7	)	)	PUNCT
ajfa-1143	436	8	,	,	PUNCT
ajfa-1143	436	9	123	123	NUM
ajfa-1143	436	10	-	-	SYM
ajfa-1143	436	11	128	128	NUM
ajfa-1143	436	12	.	.	PUNCT
ajfa-1143	437	1	http://dx.doi.org/10.1108/02634500310465461	http://dx.doi.org/10.1108/02634500310465461	PROPN
ajfa-1143	437	2	morgan	morgan	PROPN
ajfa-1143	437	3	,	,	PUNCT
ajfa-1143	437	4	r.	r.	PROPN
ajfa-1143	437	5	,	,	PUNCT
ajfa-1143	437	6	&	&	CCONJ
ajfa-1143	437	7	hunt	hunt	PROPN
ajfa-1143	437	8	,	,	PUNCT
ajfa-1143	437	9	s.	s.	PROPN
ajfa-1143	437	10	(	(	PUNCT
ajfa-1143	437	11	1994	1994	NUM
ajfa-1143	437	12	)	)	PUNCT
ajfa-1143	437	13	.	.	PUNCT
ajfa-1143	438	1	the	the	DET
ajfa-1143	438	2	commitment	commitment	NOUN
ajfa-1143	438	3	-	-	PUNCT
ajfa-1143	438	4	trust	trust	NOUN
ajfa-1143	438	5	theory	theory	NOUN
ajfa-1143	438	6	of	of	ADP
ajfa-1143	438	7	relationship	relationship	NOUN
ajfa-1143	438	8	marketing	marketing	NOUN
ajfa-1143	438	9	.	.	PUNCT
ajfa-1143	439	1	journal	journal	NOUN
ajfa-1143	439	2	of	of	ADP
ajfa-1143	439	3	marketing	marketing	NOUN
ajfa-1143	439	4	,	,	PUNCT
ajfa-1143	439	5	58	58	NUM
ajfa-1143	439	6	,	,	PUNCT
ajfa-1143	439	7	july	july	PROPN
ajfa-1143	439	8	,	,	PUNCT
ajfa-1143	439	9	20	20	NUM
ajfa-1143	439	10	-	-	SYM
ajfa-1143	439	11	38	38	NUM
ajfa-1143	439	12	.	.	PUNCT
ajfa-1143	440	1	http://dx.doi.org/10.2307/1252308	http://dx.doi.org/10.2307/1252308	PROPN
ajfa-1143	440	2	moore	moore	PROPN
ajfa-1143	440	3	,	,	PUNCT
ajfa-1143	440	4	m.	m.	NOUN
ajfa-1143	440	5	(	(	PUNCT
ajfa-1143	440	6	1999	1999	NUM
ajfa-1143	440	7	)	)	PUNCT
ajfa-1143	440	8	.	.	PUNCT
ajfa-1143	441	1	the	the	DET
ajfa-1143	441	2	future	future	NOUN
ajfa-1143	441	3	of	of	ADP
ajfa-1143	441	4	international	international	ADJ
ajfa-1143	441	5	trade	trade	NOUN
ajfa-1143	441	6	in	in	ADP
ajfa-1143	441	7	services	service	NOUN
ajfa-1143	441	8	.	.	PUNCT
ajfa-1143	442	1	world	world	NOUN
ajfa-1143	442	2	trade	trade	PROPN
ajfa-1143	442	3	organization	organization	NOUN
ajfa-1143	442	4	,	,	PUNCT
ajfa-1143	442	5	speech	speech	NOUN
ajfa-1143	442	6	,	,	PUNCT
ajfa-1143	442	7	usa	usa	PROPN
ajfa-1143	442	8	.	.	PROPN
ajfa-1143	442	9	nash	nash	PROPN
ajfa-1143	442	10	,	,	PUNCT
ajfa-1143	442	11	l.	l.	PROPN
ajfa-1143	442	12	(	(	PUNCT
ajfa-1143	442	13	1993	1993	NUM
ajfa-1143	442	14	)	)	PUNCT
ajfa-1143	442	15	.	.	PUNCT
ajfa-1143	443	1	a	a	DET
ajfa-1143	443	2	clear	clear	ADJ
ajfa-1143	443	3	vision	vision	NOUN
ajfa-1143	443	4	,	,	PUNCT
ajfa-1143	443	5	director	director	NOUN
ajfa-1143	443	6	,	,	PUNCT
ajfa-1143	443	7	46	46	NUM
ajfa-1143	443	8	,	,	PUNCT
ajfa-1143	443	9	45	45	NUM
ajfa-1143	443	10	-	-	SYM
ajfa-1143	443	11	52	52	NUM
ajfa-1143	443	12	.	.	PUNCT
ajfa-1143	444	1	naumann	naumann	PROPN
ajfa-1143	444	2	,	,	PUNCT
ajfa-1143	444	3	e.	e.	PROPN
ajfa-1143	444	4	k.	k.	PROPN
ajfa-1143	444	5	,	,	PUNCT
ajfa-1143	444	6	&	&	CCONJ
ajfa-1143	444	7	giel	giel	PROPN
ajfa-1143	444	8	,	,	PUNCT
ajfa-1143	444	9	k.	k.	PROPN
ajfa-1143	444	10	(	(	PUNCT
ajfa-1143	444	11	1995	1995	NUM
ajfa-1143	444	12	)	)	PUNCT
ajfa-1143	444	13	.	.	PUNCT
ajfa-1143	445	1	customer	customer	NOUN
ajfa-1143	445	2	satisfaction	satisfaction	NOUN
ajfa-1143	445	3	measurement	measurement	NOUN
ajfa-1143	445	4	and	and	CCONJ
ajfa-1143	445	5	management	management	NOUN
ajfa-1143	445	6	.	.	PUNCT
ajfa-1143	446	1	thomson	thomson	PROPN
ajfa-1143	446	2	executive	executive	PROPN
ajfa-1143	446	3	press	press	PROPN
ajfa-1143	446	4	,	,	PUNCT
ajfa-1143	446	5	cincinnati	cincinnati	PROPN
ajfa-1143	446	6	,	,	PUNCT
ajfa-1143	446	7	us	us	PROPN
ajfa-1143	446	8	.	.	PUNCT
ajfa-1143	447	1	newman	newman	PROPN
ajfa-1143	447	2	,	,	PUNCT
ajfa-1143	447	3	k.	k.	PROPN
ajfa-1143	447	4	(	(	PUNCT
ajfa-1143	447	5	2001	2001	NUM
ajfa-1143	447	6	)	)	PUNCT
ajfa-1143	447	7	.	.	PUNCT
ajfa-1143	448	1	interrogating	interrogate	VERB
ajfa-1143	448	2	servqual	servqual	ADJ
ajfa-1143	448	3	:	:	PUNCT
ajfa-1143	448	4	a	a	DET
ajfa-1143	448	5	critical	critical	ADJ
ajfa-1143	448	6	assessment	assessment	NOUN
ajfa-1143	448	7	of	of	ADP
ajfa-1143	448	8	service	service	NOUN
ajfa-1143	448	9	quality	quality	NOUN
ajfa-1143	448	10	measurement	measurement	NOUN
ajfa-1143	448	11	in	in	ADP
ajfa-1143	448	12	a	a	DET
ajfa-1143	448	13	high	high	ADJ
ajfa-1143	448	14	street	street	NOUN
ajfa-1143	448	15	retail	retail	PROPN
ajfa-1143	448	16	bank	bank	NOUN
ajfa-1143	448	17	.	.	PUNCT
ajfa-1143	449	1	international	international	ADJ
ajfa-1143	449	2	journal	journal	PROPN
ajfa-1143	449	3	of	of	ADP
ajfa-1143	449	4	bank	bank	PROPN
ajfa-1143	449	5	marketing	marketing	NOUN
ajfa-1143	449	6	,	,	PUNCT
ajfa-1143	449	7	19(3	19(3	NUM
ajfa-1143	449	8	)	)	PUNCT
ajfa-1143	449	9	,	,	PUNCT
ajfa-1143	449	10	126	126	NUM
ajfa-1143	449	11	-	-	SYM
ajfa-1143	449	12	139	139	NUM
ajfa-1143	449	13	.	.	PUNCT
ajfa-1143	450	1	http://dx.doi.org/10.1108/02652320110388559	http://dx.doi.org/10.1108/02652320110388559	PROPN
ajfa-1143	450	2	nicholls	nicholls	PROPN
ajfa-1143	450	3	,	,	PUNCT
ajfa-1143	450	4	j.	j.	PROPN
ajfa-1143	450	5	,	,	PUNCT
ajfa-1143	450	6	harris	harris	PROPN
ajfa-1143	450	7	,	,	PUNCT
ajfa-1143	450	8	j.	j.	PROPN
ajfa-1143	450	9	,	,	PUNCT
ajfa-1143	450	10	morgan	morgan	PROPN
ajfa-1143	450	11	,	,	PUNCT
ajfa-1143	450	12	e.	e.	PROPN
ajfa-1143	450	13	,	,	PUNCT
ajfa-1143	450	14	clarke	clarke	PROPN
ajfa-1143	450	15	,	,	PUNCT
ajfa-1143	450	16	k.	k.	PROPN
ajfa-1143	450	17	,	,	PUNCT
ajfa-1143	450	18	&	&	CCONJ
ajfa-1143	450	19	sims	sim	NOUN
ajfa-1143	450	20	,	,	PUNCT
ajfa-1143	450	21	d.	d.	PROPN
ajfa-1143	450	22	(	(	PUNCT
ajfa-1143	450	23	1995	1995	NUM
ajfa-1143	450	24	)	)	PUNCT
ajfa-1143	450	25	.	.	PUNCT
ajfa-1143	451	1	marketing	market	VERB
ajfa-1143	451	2	higher	high	ADJ
ajfa-1143	451	3	education	education	NOUN
ajfa-1143	451	4	:	:	PUNCT
ajfa-1143	451	5	the	the	DET
ajfa-1143	451	6	mba	mba	NOUN
ajfa-1143	451	7	experience	experience	NOUN
ajfa-1143	451	8	.	.	PUNCT
ajfa-1143	452	1	international	international	ADJ
ajfa-1143	452	2	journal	journal	NOUN
ajfa-1143	452	3	of	of	ADP
ajfa-1143	452	4	educational	educational	ADJ
ajfa-1143	452	5	management	management	NOUN
ajfa-1143	452	6	,	,	PUNCT
ajfa-1143	452	7	9(2	9(2	NUM
ajfa-1143	452	8	)	)	PUNCT
ajfa-1143	452	9	,	,	PUNCT
ajfa-1143	452	10	31	31	NUM
ajfa-1143	452	11	-	-	SYM
ajfa-1143	452	12	38	38	NUM
ajfa-1143	452	13	.	.	PUNCT
ajfa-1143	453	1	http://dx.doi.org/10.1108/09513549510082369	http://dx.doi.org/10.1108/09513549510082369	PROPN
ajfa-1143	453	2	nunaz	nunaz	PROPN
ajfa-1143	453	3	,	,	PUNCT
ajfa-1143	453	4	m.	m.	NOUN
ajfa-1143	453	5	,	,	PUNCT
ajfa-1143	453	6	&	&	CCONJ
ajfa-1143	453	7	yulinsky	yulinsky	NOUN
ajfa-1143	453	8	,	,	PUNCT
ajfa-1143	453	9	c.	c.	PROPN
ajfa-1143	453	10	m.	m.	NOUN
ajfa-1143	453	11	(	(	PUNCT
ajfa-1143	453	12	2005	2005	NUM
ajfa-1143	453	13	)	)	PUNCT
ajfa-1143	453	14	.	.	PUNCT
ajfa-1143	454	1	better	well	ADJ
ajfa-1143	454	2	customer	customer	NOUN
ajfa-1143	454	3	service	service	NOUN
ajfa-1143	454	4	in	in	ADP
ajfa-1143	454	5	banks	bank	NOUN
ajfa-1143	454	6	.	.	PUNCT
ajfa-1143	455	1	mckinsey	mckinsey	PROPN
ajfa-1143	455	2	quarterly	quarterly	ADV
ajfa-1143	455	3	,	,	PUNCT
ajfa-1143	455	4	1	1	NUM
ajfa-1143	455	5	,	,	PUNCT
ajfa-1143	455	6	30	30	NUM
ajfa-1143	455	7	.	.	PUNCT
ajfa-1143	456	1	oliver	oliver	PROPN
ajfa-1143	456	2	,	,	PUNCT
ajfa-1143	456	3	r.	r.	PROPN
ajfa-1143	456	4	l.	l.	PROPN
ajfa-1143	456	5	,	,	PUNCT
ajfa-1143	456	6	&	&	CCONJ
ajfa-1143	456	7	rust	rust	PROPN
ajfa-1143	456	8	,	,	PUNCT
ajfa-1143	456	9	r.	r.	PROPN
ajfa-1143	456	10	(	(	PUNCT
ajfa-1143	456	11	1993	1993	NUM
ajfa-1143	456	12	)	)	PUNCT
ajfa-1143	456	13	.	.	PUNCT
ajfa-1143	457	1	new	new	ADJ
ajfa-1143	457	2	directions	direction	NOUN
ajfa-1143	457	3	in	in	ADP
ajfa-1143	457	4	theory	theory	NOUN
ajfa-1143	457	5	and	and	CCONJ
ajfa-1143	457	6	practice	practice	NOUN
ajfa-1143	457	7	:	:	PUNCT
ajfa-1143	457	8	service	service	NOUN
ajfa-1143	457	9	quality	quality	NOUN
ajfa-1143	457	10	.	.	PUNCT
ajfa-1143	458	1	sage	sage	NOUN
ajfa-1143	458	2	,	,	PUNCT
ajfa-1143	458	3	london	london	PROPN
ajfa-1143	458	4	,	,	PUNCT
ajfa-1143	458	5	uk	uk	PROPN
ajfa-1143	458	6	.	.	PROPN
ajfa-1143	458	7	asian	asian	PROPN
ajfa-1143	458	8	journal	journal	PROPN
ajfa-1143	458	9	of	of	ADP
ajfa-1143	458	10	finance	finance	PROPN
ajfa-1143	458	11	&	&	CCONJ
ajfa-1143	458	12	accounting	accounting	PROPN
ajfa-1143	458	13	issn	issn	PROPN
ajfa-1143	458	14	1946	1946	NUM
ajfa-1143	458	15	-	-	PUNCT
ajfa-1143	458	16	052x	052x	NOUN
ajfa-1143	458	17	2012	2012	NUM
ajfa-1143	458	18	,	,	PUNCT
ajfa-1143	458	19	vol	vol	NOUN
ajfa-1143	458	20	.	.	PROPN
ajfa-1143	458	21	4	4	NUM
ajfa-1143	458	22	,	,	PUNCT
ajfa-1143	458	23	no	no	INTJ
ajfa-1143	458	24	.	.	NOUN
ajfa-1143	458	25	1	1	NUM
ajfa-1143	458	26	www.macrothink.org/ajfa	www.macrothink.org/ajfa	NUM
ajfa-1143	458	27	44	44	NUM
ajfa-1143	458	28	oliver	oliver	ADV
ajfa-1143	458	29	,	,	PUNCT
ajfa-1143	458	30	r.	r.	PROPN
ajfa-1143	458	31	l.	l.	PROPN
ajfa-1143	458	32	,	,	PUNCT
ajfa-1143	458	33	rust	rust	PROPN
ajfa-1143	458	34	,	,	PUNCT
ajfa-1143	458	35	r.	r.	PROPN
ajfa-1143	458	36	t.	t.	PROPN
ajfa-1143	458	37	,	,	PUNCT
ajfa-1143	458	38	&	&	CCONJ
ajfa-1143	458	39	varki	varki	PROPN
ajfa-1143	458	40	,	,	PUNCT
ajfa-1143	458	41	s.	s.	PROPN
ajfa-1143	458	42	(	(	PUNCT
ajfa-1143	458	43	1997	1997	NUM
ajfa-1143	458	44	)	)	PUNCT
ajfa-1143	458	45	.	.	PUNCT
ajfa-1143	459	1	customer	customer	NOUN
ajfa-1143	459	2	delight	delight	NOUN
ajfa-1143	459	3	:	:	PUNCT
ajfa-1143	460	1	foundations	foundation	NOUN
ajfa-1143	460	2	,	,	PUNCT
ajfa-1143	460	3	findings	finding	NOUN
ajfa-1143	460	4	,	,	PUNCT
ajfa-1143	460	5	and	and	CCONJ
ajfa-1143	460	6	managerial	managerial	ADJ
ajfa-1143	460	7	insight	insight	NOUN
ajfa-1143	460	8	.	.	PUNCT
ajfa-1143	461	1	journal	journal	PROPN
ajfa-1143	461	2	of	of	ADP
ajfa-1143	461	3	retailing	retailing	NOUN
ajfa-1143	461	4	,	,	PUNCT
ajfa-1143	461	5	73(3	73(3	NUM
ajfa-1143	461	6	)	)	PUNCT
ajfa-1143	461	7	,	,	PUNCT
ajfa-1143	461	8	311	311	NUM
ajfa-1143	461	9	-	-	SYM
ajfa-1143	461	10	336	336	NUM
ajfa-1143	461	11	.	.	PUNCT
ajfa-1143	462	1	http://dx.doi.org/10.1016/s0022-4359(97)90021-x	http://dx.doi.org/10.1016/s0022-4359(97)90021-x	PROPN
ajfa-1143	462	2	parasuraman	parasuraman	NOUN
ajfa-1143	462	3	,	,	PUNCT
ajfa-1143	462	4	a.	a.	PROPN
ajfa-1143	462	5	,	,	PUNCT
ajfa-1143	462	6	ziethaml	ziethaml	PROPN
ajfa-1143	462	7	,	,	PUNCT
ajfa-1143	462	8	v.	v.	ADV
ajfa-1143	462	9	,	,	PUNCT
ajfa-1143	462	10	&	&	CCONJ
ajfa-1143	462	11	berry	berry	PROPN
ajfa-1143	462	12	,	,	PUNCT
ajfa-1143	462	13	l.	l.	PROPN
ajfa-1143	462	14	l.	l.	PROPN
ajfa-1143	462	15	(	(	PUNCT
ajfa-1143	462	16	1985	1985	NUM
ajfa-1143	462	17	)	)	PUNCT
ajfa-1143	462	18	.	.	PUNCT
ajfa-1143	463	1	a	a	DET
ajfa-1143	463	2	conceptual	conceptual	ADJ
ajfa-1143	463	3	model	model	NOUN
ajfa-1143	463	4	of	of	ADP
ajfa-1143	463	5	service	service	NOUN
ajfa-1143	463	6	quality	quality	NOUN
ajfa-1143	463	7	and	and	CCONJ
ajfa-1143	463	8	its	its	PRON
ajfa-1143	463	9	implications	implication	NOUN
ajfa-1143	463	10	for	for	ADP
ajfa-1143	463	11	future	future	ADJ
ajfa-1143	463	12	research	research	NOUN
ajfa-1143	463	13	.	.	PUNCT
ajfa-1143	464	1	journal	journal	NOUN
ajfa-1143	464	2	of	of	ADP
ajfa-1143	464	3	marketing	marketing	NOUN
ajfa-1143	464	4	,	,	PUNCT
ajfa-1143	464	5	49	49	NUM
ajfa-1143	464	6	,	,	PUNCT
ajfa-1143	464	7	41	41	NUM
ajfa-1143	464	8	-	-	SYM
ajfa-1143	464	9	50	50	NUM
ajfa-1143	464	10	.	.	PUNCT
ajfa-1143	465	1	http://dx.doi.org/10.2307/1251430	http://dx.doi.org/10.2307/1251430	PROPN
ajfa-1143	465	2	parasuraman	parasuraman	PROPN
ajfa-1143	465	3	,	,	PUNCT
ajfa-1143	465	4	a.	a.	PROPN
ajfa-1143	465	5	,	,	PUNCT
ajfa-1143	465	6	zeithaml	zeithaml	PROPN
ajfa-1143	465	7	,	,	PUNCT
ajfa-1143	465	8	v.	v.	PROPN
ajfa-1143	465	9	,	,	PUNCT
ajfa-1143	465	10	&	&	CCONJ
ajfa-1143	465	11	berry	berry	PROPN
ajfa-1143	465	12	,	,	PUNCT
ajfa-1143	465	13	l.	l.	PROPN
ajfa-1143	465	14	l.	l.	PROPN
ajfa-1143	465	15	(	(	PUNCT
ajfa-1143	465	16	1988	1988	NUM
ajfa-1143	465	17	)	)	PUNCT
ajfa-1143	465	18	.	.	PUNCT
ajfa-1143	466	1	servqual	servqual	ADJ
ajfa-1143	466	2	:	:	PUNCT
ajfa-1143	466	3	a	a	DET
ajfa-1143	466	4	multiple	multiple	ADJ
ajfa-1143	466	5	-	-	PUNCT
ajfa-1143	466	6	item	item	NOUN
ajfa-1143	466	7	scale	scale	NOUN
ajfa-1143	466	8	for	for	ADP
ajfa-1143	466	9	measuring	measure	VERB
ajfa-1143	466	10	consumer	consumer	NOUN
ajfa-1143	466	11	perceptions	perception	NOUN
ajfa-1143	466	12	of	of	ADP
ajfa-1143	466	13	service	service	NOUN
ajfa-1143	466	14	quality	quality	NOUN
ajfa-1143	466	15	.	.	PUNCT
ajfa-1143	467	1	journal	journal	NOUN
ajfa-1143	467	2	of	of	ADP
ajfa-1143	467	3	retailing	retailing	NOUN
ajfa-1143	467	4	,	,	PUNCT
ajfa-1143	467	5	64(1	64(1	NUM
ajfa-1143	467	6	)	)	PUNCT
ajfa-1143	467	7	,	,	PUNCT
ajfa-1143	467	8	39	39	NUM
ajfa-1143	467	9	-	-	SYM
ajfa-1143	467	10	48	48	NUM
ajfa-1143	467	11	.	.	PUNCT
ajfa-1143	468	1	park	park	NOUN
ajfa-1143	468	2	,	,	PUNCT
ajfa-1143	468	3	c.	c.	PROPN
ajfa-1143	468	4	w.	w.	PROPN
ajfa-1143	468	5	,	,	PUNCT
ajfa-1143	468	6	jaworski	jaworski	PROPN
ajfa-1143	468	7	,	,	PUNCT
ajfa-1143	468	8	b.	b.	PROPN
ajfa-1143	468	9	j.	j.	PROPN
ajfa-1143	468	10	,	,	PUNCT
ajfa-1143	468	11	&	&	CCONJ
ajfa-1143	468	12	macinnes	macinne	NOUN
ajfa-1143	468	13	,	,	PUNCT
ajfa-1143	468	14	d.	d.	PROPN
ajfa-1143	468	15	j.	j.	PROPN
ajfa-1143	468	16	(	(	PUNCT
ajfa-1143	468	17	1986	1986	NUM
ajfa-1143	468	18	)	)	PUNCT
ajfa-1143	468	19	.	.	PUNCT
ajfa-1143	469	1	strategic	strategic	ADJ
ajfa-1143	469	2	brand	brand	NOUN
ajfa-1143	469	3	concept	concept	NOUN
ajfa-1143	469	4	-	-	PUNCT
ajfa-1143	469	5	image	image	NOUN
ajfa-1143	469	6	management	management	NOUN
ajfa-1143	469	7	.	.	PUNCT
ajfa-1143	470	1	journal	journal	NOUN
ajfa-1143	470	2	of	of	ADP
ajfa-1143	470	3	marketing	marketing	NOUN
ajfa-1143	470	4	,	,	PUNCT
ajfa-1143	470	5	50	50	NUM
ajfa-1143	470	6	,	,	PUNCT
ajfa-1143	470	7	october	october	PROPN
ajfa-1143	470	8	,	,	PUNCT
ajfa-1143	470	9	135	135	NUM
ajfa-1143	470	10	-	-	SYM
ajfa-1143	470	11	145	145	NUM
ajfa-1143	470	12	.	.	PUNCT
ajfa-1143	471	1	http://dx.doi.org/10.2307/1251291	http://dx.doi.org/10.2307/1251291	PROPN
ajfa-1143	471	2	polonsky	polonsky	NOUN
ajfa-1143	471	3	,	,	PUNCT
ajfa-1143	471	4	m.	m.	NOUN
ajfa-1143	471	5	j.	j.	PROPN
ajfa-1143	471	6	,	,	PUNCT
ajfa-1143	471	7	suchard	suchard	PROPN
ajfa-1143	471	8	,	,	PUNCT
ajfa-1143	471	9	h.	h.	PROPN
ajfa-1143	471	10	t.	t.	PROPN
ajfa-1143	471	11	,	,	PUNCT
ajfa-1143	471	12	&	&	CCONJ
ajfa-1143	471	13	scott	scott	PROPN
ajfa-1143	471	14	,	,	PUNCT
ajfa-1143	471	15	d.	d.	PROPN
ajfa-1143	471	16	r.	r.	PROPN
ajfa-1143	471	17	(	(	PUNCT
ajfa-1143	471	18	1999	1999	NUM
ajfa-1143	471	19	)	)	PUNCT
ajfa-1143	471	20	.	.	PUNCT
ajfa-1143	472	1	the	the	DET
ajfa-1143	472	2	incorporation	incorporation	NOUN
ajfa-1143	472	3	of	of	ADP
ajfa-1143	472	4	the	the	DET
ajfa-1143	472	5	interactive	interactive	ADJ
ajfa-1143	472	6	external	external	ADJ
ajfa-1143	472	7	environment	environment	NOUN
ajfa-1143	472	8	:	:	PUNCT
ajfa-1143	472	9	an	an	DET
ajfa-1143	472	10	extended	extended	ADJ
ajfa-1143	472	11	model	model	NOUN
ajfa-1143	472	12	of	of	ADP
ajfa-1143	472	13	marketing	marketing	NOUN
ajfa-1143	472	14	relationships	relationship	NOUN
ajfa-1143	472	15	.	.	PUNCT
ajfa-1143	473	1	journal	journal	NOUN
ajfa-1143	473	2	of	of	ADP
ajfa-1143	473	3	strategic	strategic	ADJ
ajfa-1143	473	4	marketing	marketing	NOUN
ajfa-1143	473	5	,	,	PUNCT
ajfa-1143	473	6	7	7	NUM
ajfa-1143	473	7	,	,	PUNCT
ajfa-1143	473	8	41	41	NUM
ajfa-1143	473	9	-	-	SYM
ajfa-1143	473	10	55	55	NUM
ajfa-1143	473	11	.	.	PUNCT
ajfa-1143	474	1	http://dx.doi.org/10.1080/096525499346521	http://dx.doi.org/10.1080/096525499346521	ADJ
ajfa-1143	474	2	reeves	reeve	NOUN
ajfa-1143	474	3	,	,	PUNCT
ajfa-1143	474	4	c.	c.	PROPN
ajfa-1143	474	5	a.	a.	PROPN
ajfa-1143	474	6	,	,	PUNCT
ajfa-1143	474	7	&	&	CCONJ
ajfa-1143	474	8	bednar	bednar	PROPN
ajfa-1143	474	9	,	,	PUNCT
ajfa-1143	474	10	d.	d.	PROPN
ajfa-1143	474	11	a.	a.	PROPN
ajfa-1143	474	12	(	(	PUNCT
ajfa-1143	474	13	1994	1994	NUM
ajfa-1143	474	14	)	)	PUNCT
ajfa-1143	474	15	.	.	PUNCT
ajfa-1143	475	1	defining	define	VERB
ajfa-1143	475	2	quality	quality	NOUN
ajfa-1143	475	3	:	:	PUNCT
ajfa-1143	475	4	alternatives	alternative	NOUN
ajfa-1143	475	5	and	and	CCONJ
ajfa-1143	475	6	implications	implication	NOUN
ajfa-1143	475	7	.	.	PUNCT
ajfa-1143	476	1	academy	academy	PROPN
ajfa-1143	476	2	of	of	ADP
ajfa-1143	476	3	management	management	PROPN
ajfa-1143	476	4	review	review	PROPN
ajfa-1143	476	5	,	,	PUNCT
ajfa-1143	476	6	19(3	19(3	NUM
ajfa-1143	476	7	)	)	PUNCT
ajfa-1143	476	8	,	,	PUNCT
ajfa-1143	476	9	419	419	NUM
ajfa-1143	476	10	-	-	SYM
ajfa-1143	476	11	445	445	NUM
ajfa-1143	476	12	.	.	PUNCT
ajfa-1143	477	1	stable	stable	ADJ
ajfa-1143	477	2	url	url	PROPN
ajfa-1143	477	3	:	:	PUNCT
ajfa-1143	477	4	http://www.jstor.org/stable/258934	http://www.jstor.org/stable/258934	NOUN
ajfa-1143	477	5	.	.	PUNCT
ajfa-1143	478	1	reichheld	reichheld	PROPN
ajfa-1143	478	2	,	,	PUNCT
ajfa-1143	478	3	f.	f.	PROPN
ajfa-1143	478	4	f	f	PROPN
ajfa-1143	478	5	,	,	PUNCT
ajfa-1143	478	6	&	&	CCONJ
ajfa-1143	478	7	sasser	sasser	PROPN
ajfa-1143	478	8	,	,	PUNCT
ajfa-1143	478	9	w.	w.	PROPN
ajfa-1143	478	10	e.	e.	PROPN
ajfa-1143	478	11	j.	j.	PROPN
ajfa-1143	478	12	(	(	PUNCT
ajfa-1143	478	13	1990	1990	NUM
ajfa-1143	478	14	)	)	PUNCT
ajfa-1143	478	15	.	.	PUNCT
ajfa-1143	479	1	zero	zero	NUM
ajfa-1143	479	2	defections	defection	NOUN
ajfa-1143	479	3	:	:	PUNCT
ajfa-1143	479	4	quality	quality	NOUN
ajfa-1143	479	5	comes	come	VERB
ajfa-1143	479	6	to	to	ADP
ajfa-1143	479	7	services	service	NOUN
ajfa-1143	479	8	.	.	PUNCT
ajfa-1143	480	1	harvard	harvard	PROPN
ajfa-1143	480	2	business	business	PROPN
ajfa-1143	480	3	review	review	PROPN
ajfa-1143	480	4	,	,	PUNCT
ajfa-1143	480	5	sep	sep	PROPN
ajfa-1143	480	6	-	-	PUNCT
ajfa-1143	480	7	oct	oct	PROPN
ajfa-1143	480	8	,	,	PUNCT
ajfa-1143	480	9	68(5	68(5	NUM
ajfa-1143	480	10	)	)	PUNCT
ajfa-1143	480	11	,	,	PUNCT
ajfa-1143	480	12	105	105	NUM
ajfa-1143	480	13	-	-	SYM
ajfa-1143	480	14	111	111	NUM
ajfa-1143	480	15	.	.	PUNCT
ajfa-1143	481	1	rotchanakitumnuai	rotchanakitumnuai	PROPN
ajfa-1143	481	2	,	,	PUNCT
ajfa-1143	481	3	s.	s.	PROPN
ajfa-1143	481	4	,	,	PUNCT
ajfa-1143	481	5	&	&	CCONJ
ajfa-1143	481	6	speece	speece	PROPN
ajfa-1143	481	7	,	,	PUNCT
ajfa-1143	481	8	m.	m.	NOUN
ajfa-1143	481	9	(	(	PUNCT
ajfa-1143	481	10	2003	2003	NUM
ajfa-1143	481	11	)	)	PUNCT
ajfa-1143	481	12	.	.	PUNCT
ajfa-1143	482	1	barriers	barrier	NOUN
ajfa-1143	482	2	to	to	ADP
ajfa-1143	482	3	internet	internet	NOUN
ajfa-1143	482	4	banking	banking	NOUN
ajfa-1143	482	5	adoption	adoption	NOUN
ajfa-1143	482	6	a	a	DET
ajfa-1143	482	7	qualitative	qualitative	ADJ
ajfa-1143	482	8	study	study	NOUN
ajfa-1143	482	9	among	among	ADP
ajfa-1143	482	10	corporate	corporate	ADJ
ajfa-1143	482	11	customers	customer	NOUN
ajfa-1143	482	12	in	in	ADP
ajfa-1143	482	13	thailand	thailand	PROPN
ajfa-1143	482	14	.	.	PUNCT
ajfa-1143	483	1	international	international	ADJ
ajfa-1143	483	2	journal	journal	PROPN
ajfa-1143	483	3	of	of	ADP
ajfa-1143	483	4	bank	bank	PROPN
ajfa-1143	483	5	marketing	marketing	NOUN
ajfa-1143	483	6	,	,	PUNCT
ajfa-1143	483	7	21(6/7	21(6/7	NUM
ajfa-1143	483	8	)	)	PUNCT
ajfa-1143	483	9	,	,	PUNCT
ajfa-1143	483	10	312	312	NUM
ajfa-1143	483	11	-	-	SYM
ajfa-1143	483	12	323	323	NUM
ajfa-1143	483	13	.	.	PUNCT
ajfa-1143	484	1	http://dx.doi.org/10.1108/02652320310498465	http://dx.doi.org/10.1108/02652320310498465	NOUN
ajfa-1143	484	2	rowley	rowley	PROPN
ajfa-1143	484	3	,	,	PUNCT
ajfa-1143	484	4	j.	j.	PROPN
ajfa-1143	484	5	(	(	PUNCT
ajfa-1143	484	6	2000	2000	NUM
ajfa-1143	484	7	)	)	PUNCT
ajfa-1143	484	8	.	.	PUNCT
ajfa-1143	485	1	measuring	measure	VERB
ajfa-1143	485	2	service	service	NOUN
ajfa-1143	485	3	quality	quality	NOUN
ajfa-1143	485	4	:	:	PUNCT
ajfa-1143	485	5	servqual	servqual	ADJ
ajfa-1143	485	6	and	and	CCONJ
ajfa-1143	485	7	beyond	beyond	ADP
ajfa-1143	485	8	.	.	PUNCT
ajfa-1143	485	9	journal	journal	NOUN
ajfa-1143	485	10	of	of	ADP
ajfa-1143	485	11	european	european	PROPN
ajfa-1143	485	12	business	business	PROPN
ajfa-1143	485	13	education	education	NOUN
ajfa-1143	485	14	,	,	PUNCT
ajfa-1143	485	15	10(1	10(1	NUM
ajfa-1143	485	16	)	)	PUNCT
ajfa-1143	485	17	,	,	PUNCT
ajfa-1143	485	18	70	70	NUM
ajfa-1143	485	19	-	-	SYM
ajfa-1143	485	20	89	89	NUM
ajfa-1143	485	21	.	.	PUNCT
ajfa-1143	486	1	rubin	rubin	PROPN
ajfa-1143	486	2	,	,	PUNCT
ajfa-1143	486	3	m.	m.	PROPN
ajfa-1143	486	4	d.	d.	PROPN
ajfa-1143	486	5	(	(	PUNCT
ajfa-1143	486	6	1995	1995	NUM
ajfa-1143	486	7	)	)	PUNCT
ajfa-1143	486	8	.	.	PUNCT
ajfa-1143	487	1	reinventing	reinvent	VERB
ajfa-1143	487	2	customer	customer	NOUN
ajfa-1143	487	3	management	management	NOUN
ajfa-1143	487	4	-	-	PUNCT
ajfa-1143	487	5	lessons	lesson	NOUN
ajfa-1143	487	6	from	from	ADP
ajfa-1143	487	7	the	the	DET
ajfa-1143	487	8	best	good	ADJ
ajfa-1143	487	9	of	of	ADP
ajfa-1143	487	10	the	the	DET
ajfa-1143	487	11	best	good	ADJ
ajfa-1143	487	12	.	.	PUNCT
ajfa-1143	488	1	prism	prism	NOUN
ajfa-1143	488	2	,	,	PUNCT
ajfa-1143	488	3	25	25	NUM
ajfa-1143	488	4	-	-	SYM
ajfa-1143	488	5	39	39	NUM
ajfa-1143	488	6	.	.	PUNCT
ajfa-1143	489	1	rust	rust	NOUN
ajfa-1143	489	2	,	,	PUNCT
ajfa-1143	489	3	r.	r.	PROPN
ajfa-1143	489	4	,	,	PUNCT
ajfa-1143	489	5	&	&	CCONJ
ajfa-1143	489	6	zahorik	zahorik	PROPN
ajfa-1143	489	7	,	,	PUNCT
ajfa-1143	489	8	a.	a.	NOUN
ajfa-1143	489	9	(	(	PUNCT
ajfa-1143	489	10	1993	1993	NUM
ajfa-1143	489	11	)	)	PUNCT
ajfa-1143	489	12	.	.	PUNCT
ajfa-1143	490	1	customer	customer	NOUN
ajfa-1143	490	2	satisfaction	satisfaction	NOUN
ajfa-1143	490	3	,	,	PUNCT
ajfa-1143	490	4	customer	customer	NOUN
ajfa-1143	490	5	retention	retention	NOUN
ajfa-1143	490	6	and	and	CCONJ
ajfa-1143	490	7	market	market	NOUN
ajfa-1143	490	8	share	share	NOUN
ajfa-1143	490	9	.	.	PUNCT
ajfa-1143	491	1	journal	journal	NOUN
ajfa-1143	491	2	of	of	ADP
ajfa-1143	491	3	retailing	retailing	NOUN
ajfa-1143	491	4	,	,	PUNCT
ajfa-1143	491	5	69(2	69(2	NOUN
ajfa-1143	491	6	)	)	PUNCT
ajfa-1143	491	7	,	,	PUNCT
ajfa-1143	491	8	193	193	NUM
ajfa-1143	491	9	-	-	SYM
ajfa-1143	491	10	215	215	NUM
ajfa-1143	491	11	.	.	PUNCT
ajfa-1143	491	12	http://dx.doi.org/10.1016/0022-4359(93)90003-2	http://dx.doi.org/10.1016/0022-4359(93)90003-2	PUNCT
ajfa-1143	492	1	sheth	sheth	PROPN
ajfa-1143	492	2	,	,	PUNCT
ajfa-1143	492	3	j.	j.	PROPN
ajfa-1143	492	4	n.	n.	PROPN
ajfa-1143	492	5	,	,	PUNCT
ajfa-1143	492	6	&	&	CCONJ
ajfa-1143	492	7	parvatiyar	parvatiyar	PROPN
ajfa-1143	492	8	,	,	PUNCT
ajfa-1143	492	9	a.	a.	NOUN
ajfa-1143	492	10	(	(	PUNCT
ajfa-1143	492	11	1995	1995	NUM
ajfa-1143	492	12	)	)	PUNCT
ajfa-1143	492	13	.	.	PUNCT
ajfa-1143	493	1	relationship	relationship	NOUN
ajfa-1143	493	2	marketing	marketing	NOUN
ajfa-1143	493	3	in	in	ADP
ajfa-1143	493	4	consumer	consumer	NOUN
ajfa-1143	493	5	markets	market	NOUN
ajfa-1143	493	6	:	:	PUNCT
ajfa-1143	493	7	antecedents	antecedent	NOUN
ajfa-1143	493	8	and	and	CCONJ
ajfa-1143	493	9	consequences	consequence	NOUN
ajfa-1143	493	10	.	.	PUNCT
ajfa-1143	494	1	journal	journal	NOUN
ajfa-1143	494	2	of	of	ADP
ajfa-1143	494	3	the	the	DET
ajfa-1143	494	4	academy	academy	NOUN
ajfa-1143	494	5	of	of	ADP
ajfa-1143	494	6	marketing	marketing	NOUN
ajfa-1143	494	7	science	science	NOUN
ajfa-1143	494	8	,	,	PUNCT
ajfa-1143	494	9	23(4	23(4	NOUN
ajfa-1143	494	10	)	)	PUNCT
ajfa-1143	494	11	,	,	PUNCT
ajfa-1143	494	12	255	255	NUM
ajfa-1143	494	13	-	-	SYM
ajfa-1143	494	14	271	271	NUM
ajfa-1143	494	15	.	.	PUNCT
ajfa-1143	495	1	http://dx.doi.org/10.1177/009207039502300405	http://dx.doi.org/10.1177/009207039502300405	PROPN
ajfa-1143	495	2	schneider	schneider	PROPN
ajfa-1143	495	3	,	,	PUNCT
ajfa-1143	495	4	b.	b.	PROPN
ajfa-1143	495	5	,	,	PUNCT
ajfa-1143	495	6	&	&	CCONJ
ajfa-1143	495	7	bowen	bowen	PROPN
ajfa-1143	495	8	,	,	PUNCT
ajfa-1143	495	9	d.	d.	PROPN
ajfa-1143	495	10	e.	e.	PROPN
ajfa-1143	495	11	(	(	PUNCT
ajfa-1143	495	12	1995	1995	NUM
ajfa-1143	495	13	)	)	PUNCT
ajfa-1143	495	14	.	.	PUNCT
ajfa-1143	496	1	winning	win	VERB
ajfa-1143	496	2	the	the	DET
ajfa-1143	496	3	service	service	NOUN
ajfa-1143	496	4	game	game	NOUN
ajfa-1143	496	5	.	.	PUNCT
ajfa-1143	497	1	harvard	harvard	PROPN
ajfa-1143	497	2	business	business	PROPN
ajfa-1143	497	3	school	school	PROPN
ajfa-1143	497	4	press	press	PROPN
ajfa-1143	497	5	,	,	PUNCT
ajfa-1143	497	6	boston	boston	PROPN
ajfa-1143	497	7	,	,	PUNCT
ajfa-1143	497	8	ma	ma	PROPN
ajfa-1143	497	9	,	,	PUNCT
ajfa-1143	497	10	us	we	PRON
ajfa-1143	497	11	.	.	PUNCT
ajfa-1143	498	1	trim	trim	VERB
ajfa-1143	498	2	,	,	PUNCT
ajfa-1143	498	3	p.	p.	PROPN
ajfa-1143	498	4	,	,	PUNCT
ajfa-1143	498	5	&	&	CCONJ
ajfa-1143	498	6	lee	lee	PROPN
ajfa-1143	498	7	,	,	PUNCT
ajfa-1143	498	8	y.	y.	PROPN
ajfa-1143	498	9	(	(	PUNCT
ajfa-1143	498	10	2006	2006	NUM
ajfa-1143	498	11	)	)	PUNCT
ajfa-1143	498	12	.	.	PUNCT
ajfa-1143	499	1	an	an	DET
ajfa-1143	499	2	internationally	internationally	ADV
ajfa-1143	499	3	focused	focus	VERB
ajfa-1143	499	4	synthesised	synthesise	VERB
ajfa-1143	499	5	marketing	marketing	NOUN
ajfa-1143	499	6	strategy	strategy	NOUN
ajfa-1143	499	7	underpinned	underpin	VERB
ajfa-1143	499	8	by	by	ADP
ajfa-1143	499	9	qualitative	qualitative	ADJ
ajfa-1143	499	10	research	research	NOUN
ajfa-1143	499	11	.	.	PUNCT
ajfa-1143	500	1	qualitative	qualitative	ADJ
ajfa-1143	500	2	market	market	NOUN
ajfa-1143	500	3	research	research	NOUN
ajfa-1143	500	4	:	:	PUNCT
ajfa-1143	500	5	an	an	DET
ajfa-1143	500	6	international	international	ADJ
ajfa-1143	500	7	journal	journal	NOUN
ajfa-1143	500	8	,	,	PUNCT
ajfa-1143	500	9	9(3	9(3	NUM
ajfa-1143	500	10	)	)	PUNCT
ajfa-1143	500	11	,	,	PUNCT
ajfa-1143	500	12	203	203	NUM
ajfa-1143	500	13	-	-	SYM
ajfa-1143	500	14	224	224	NUM
ajfa-1143	500	15	.	.	PUNCT
ajfa-1143	501	1	http://dx.doi.org/10.1108/13522750610671653	http://dx.doi.org/10.1108/13522750610671653	PROPN
ajfa-1143	501	2	asian	asian	PROPN
ajfa-1143	501	3	journal	journal	PROPN
ajfa-1143	501	4	of	of	ADP
ajfa-1143	501	5	finance	finance	PROPN
ajfa-1143	501	6	&	&	CCONJ
ajfa-1143	501	7	accounting	accounting	PROPN
ajfa-1143	501	8	issn	issn	PROPN
ajfa-1143	501	9	1946	1946	NUM
ajfa-1143	501	10	-	-	PUNCT
ajfa-1143	501	11	052x	052x	NOUN
ajfa-1143	501	12	2012	2012	NUM
ajfa-1143	501	13	,	,	PUNCT
ajfa-1143	501	14	vol	vol	NOUN
ajfa-1143	501	15	.	.	PROPN
ajfa-1143	501	16	4	4	NUM
ajfa-1143	501	17	,	,	PUNCT
ajfa-1143	501	18	no	no	INTJ
ajfa-1143	501	19	.	.	NOUN
ajfa-1143	501	20	1	1	NUM
ajfa-1143	501	21	www.macrothink.org/ajfa	www.macrothink.org/ajfa	NUM
ajfa-1143	501	22	45	45	NUM
ajfa-1143	501	23	verhoef	verhoef	NOUN
ajfa-1143	501	24	,	,	PUNCT
ajfa-1143	501	25	p.	p.	PROPN
ajfa-1143	501	26	c.	c.	PROPN
ajfa-1143	501	27	,	,	PUNCT
ajfa-1143	501	28	reinartz	reinartz	PROPN
ajfa-1143	501	29	w.	w.	PROPN
ajfa-1143	501	30	j.	j.	PROPN
ajfa-1143	501	31	,	,	PUNCT
ajfa-1143	501	32	&	&	CCONJ
ajfa-1143	501	33	kraft	kraft	PROPN
ajfa-1143	501	34	,	,	PUNCT
ajfa-1143	501	35	m.	m.	NOUN
ajfa-1143	501	36	(	(	PUNCT
ajfa-1143	501	37	2010	2010	NUM
ajfa-1143	501	38	)	)	PUNCT
ajfa-1143	501	39	.	.	PUNCT
ajfa-1143	502	1	customer	customer	NOUN
ajfa-1143	502	2	engagement	engagement	NOUN
ajfa-1143	502	3	as	as	ADP
ajfa-1143	502	4	a	a	DET
ajfa-1143	502	5	new	new	ADJ
ajfa-1143	502	6	perspective	perspective	NOUN
ajfa-1143	502	7	in	in	ADP
ajfa-1143	502	8	customer	customer	NOUN
ajfa-1143	502	9	management	management	NOUN
ajfa-1143	502	10	.	.	PUNCT
ajfa-1143	503	1	journal	journal	PROPN
ajfa-1143	503	2	of	of	ADP
ajfa-1143	503	3	service	service	NOUN
ajfa-1143	503	4	research	research	NOUN
ajfa-1143	503	5	,	,	PUNCT
ajfa-1143	503	6	13(3	13(3	NUM
ajfa-1143	503	7	)	)	PUNCT
ajfa-1143	503	8	,	,	PUNCT
ajfa-1143	503	9	247	247	NUM
ajfa-1143	503	10	-	-	SYM
ajfa-1143	503	11	252	252	NUM
ajfa-1143	503	12	.	.	PUNCT
ajfa-1143	504	1	http://dx.doi.org/10.1177/1094670510375461	http://dx.doi.org/10.1177/1094670510375461	PROPN
ajfa-1143	504	2	williams	williams	PROPN
ajfa-1143	504	3	,	,	PUNCT
ajfa-1143	504	4	m.	m.	PROPN
ajfa-1143	504	5	r.	r.	PROPN
ajfa-1143	504	6	,	,	PUNCT
ajfa-1143	504	7	&	&	CCONJ
ajfa-1143	504	8	attaway	attaway	PROPN
ajfa-1143	504	9	,	,	PUNCT
ajfa-1143	504	10	j.	j.	PROPN
ajfa-1143	504	11	s.	s.	PROPN
ajfa-1143	504	12	(	(	PUNCT
ajfa-1143	504	13	1996	1996	NUM
ajfa-1143	504	14	)	)	PUNCT
ajfa-1143	504	15	.	.	PUNCT
ajfa-1143	505	1	exploring	explore	VERB
ajfa-1143	505	2	salespersons	salesperson	NOUN
ajfa-1143	505	3	’	'	PUNCT
ajfa-1143	505	4	customer	customer	NOUN
ajfa-1143	505	5	orientation	orientation	NOUN
ajfa-1143	505	6	as	as	ADP
ajfa-1143	505	7	a	a	DET
ajfa-1143	505	8	mediator	mediator	NOUN
ajfa-1143	505	9	of	of	ADP
ajfa-1143	505	10	organizational	organizational	ADJ
ajfa-1143	505	11	culture	culture	NOUN
ajfa-1143	505	12	’s	’s	PART
ajfa-1143	505	13	influence	influence	NOUN
ajfa-1143	505	14	on	on	ADP
ajfa-1143	505	15	buyer	buyer	NOUN
ajfa-1143	505	16	-	-	PUNCT
ajfa-1143	505	17	seller	seller	NOUN
ajfa-1143	505	18	relationships	relationship	NOUN
ajfa-1143	505	19	.	.	PUNCT
ajfa-1143	506	1	journal	journal	NOUN
ajfa-1143	506	2	of	of	ADP
ajfa-1143	506	3	personal	personal	ADJ
ajfa-1143	506	4	selling	selling	NOUN
ajfa-1143	506	5	and	and	CCONJ
ajfa-1143	506	6	sales	sale	NOUN
ajfa-1143	506	7	management	management	NOUN
ajfa-1143	506	8	,	,	PUNCT
ajfa-1143	506	9	16(4	16(4	NUM
ajfa-1143	506	10	)	)	PUNCT
ajfa-1143	506	11	,	,	PUNCT
ajfa-1143	506	12	33	33	NUM
ajfa-1143	506	13	-	-	SYM
ajfa-1143	506	14	52	52	NUM
ajfa-1143	506	15	.	.	PUNCT
ajfa-1143	507	1	stable	stable	ADJ
ajfa-1143	507	2	url	url	PROPN
ajfa-1143	507	3	:	:	PUNCT
ajfa-1143	507	4	http://www.jstor.org/stable/20832509	http://www.jstor.org/stable/20832509	PROPN
ajfa-1143	507	5	.	.	PROPN
ajfa-1143	508	1	winsted	winste	VERB
ajfa-1143	508	2	,	,	PUNCT
ajfa-1143	508	3	k.	k.	PROPN
ajfa-1143	508	4	f.	f.	PROPN
ajfa-1143	508	5	(	(	PUNCT
ajfa-1143	508	6	1997a	1997a	NUM
ajfa-1143	508	7	)	)	PUNCT
ajfa-1143	508	8	.	.	PUNCT
ajfa-1143	509	1	the	the	DET
ajfa-1143	509	2	service	service	NOUN
ajfa-1143	509	3	experience	experience	NOUN
ajfa-1143	509	4	in	in	ADP
ajfa-1143	509	5	two	two	NUM
ajfa-1143	509	6	cultures	culture	NOUN
ajfa-1143	509	7	:	:	PUNCT
ajfa-1143	509	8	a	a	DET
ajfa-1143	509	9	behavioral	behavioral	ADJ
ajfa-1143	509	10	perspective	perspective	NOUN
ajfa-1143	509	11	.	.	PUNCT
ajfa-1143	510	1	journal	journal	NOUN
ajfa-1143	510	2	of	of	ADP
ajfa-1143	510	3	retailing	retailing	NOUN
ajfa-1143	510	4	,	,	PUNCT
ajfa-1143	510	5	73(3	73(3	NUM
ajfa-1143	510	6	)	)	PUNCT
ajfa-1143	510	7	,	,	PUNCT
ajfa-1143	510	8	337	337	NUM
ajfa-1143	510	9	-	-	SYM
ajfa-1143	510	10	360	360	NUM
ajfa-1143	510	11	.	.	PUNCT
ajfa-1143	511	1	http://dx.doi.org/10.1016/s0022-4359(97)90022-1	http://dx.doi.org/10.1016/s0022-4359(97)90022-1	PROPN
ajfa-1143	511	2	womack	womack	PROPN
ajfa-1143	511	3	,	,	PUNCT
ajfa-1143	511	4	j.	j.	PROPN
ajfa-1143	511	5	p.	p.	PROPN
ajfa-1143	511	6	,	,	PUNCT
ajfa-1143	511	7	&	&	CCONJ
ajfa-1143	511	8	jones	jones	PROPN
ajfa-1143	511	9	,	,	PUNCT
ajfa-1143	511	10	d.	d.	PROPN
ajfa-1143	511	11	t.	t.	PROPN
ajfa-1143	511	12	(	(	PUNCT
ajfa-1143	511	13	1996	1996	NUM
ajfa-1143	511	14	)	)	PUNCT
ajfa-1143	511	15	.	.	PUNCT
ajfa-1143	512	1	lean	lean	ADJ
ajfa-1143	512	2	thinking	thinking	NOUN
ajfa-1143	512	3	:	:	PUNCT
ajfa-1143	512	4	banish	banish	VERB
ajfa-1143	512	5	waste	waste	NOUN
ajfa-1143	512	6	and	and	CCONJ
ajfa-1143	512	7	create	create	VERB
ajfa-1143	512	8	wealth	wealth	NOUN
ajfa-1143	512	9	in	in	ADP
ajfa-1143	512	10	your	your	PRON
ajfa-1143	512	11	corporation	corporation	NOUN
ajfa-1143	512	12	.	.	PUNCT
ajfa-1143	513	1	simon	simon	PROPN
ajfa-1143	513	2	&	&	CCONJ
ajfa-1143	513	3	schuster	schuster	PROPN
ajfa-1143	513	4	,	,	PUNCT
ajfa-1143	513	5	new	new	PROPN
ajfa-1143	513	6	york	york	PROPN
ajfa-1143	513	7	,	,	PUNCT
ajfa-1143	513	8	ny	ny	PROPN
ajfa-1143	513	9	,	,	PUNCT
ajfa-1143	513	10	us	us	PROPN
ajfa-1143	513	11	.	.	PUNCT
ajfa-1143	513	12	zeithaml	zeithaml	PROPN
ajfa-1143	513	13	,	,	PUNCT
ajfa-1143	513	14	v.	v.	PROPN
ajfa-1143	513	15	a.	a.	PROPN
ajfa-1143	513	16	,	,	PUNCT
ajfa-1143	513	17	parasuraman	parasuraman	NOUN
ajfa-1143	513	18	,	,	PUNCT
ajfa-1143	513	19	a.	a.	NOUN
ajfa-1143	513	20	,	,	PUNCT
ajfa-1143	513	21	&	&	CCONJ
ajfa-1143	513	22	berry	berry	PROPN
ajfa-1143	513	23	,	,	PUNCT
ajfa-1143	513	24	l.	l.	PROPN
ajfa-1143	513	25	l.	l.	PROPN
ajfa-1143	513	26	(	(	PUNCT
ajfa-1143	513	27	1990	1990	NUM
ajfa-1143	513	28	)	)	PUNCT
ajfa-1143	513	29	.	.	PUNCT
ajfa-1143	514	1	delivering	deliver	VERB
ajfa-1143	514	2	quality	quality	NOUN
ajfa-1143	514	3	service	service	NOUN
ajfa-1143	514	4	.	.	PUNCT
ajfa-1143	515	1	balancing	balance	VERB
ajfa-1143	515	2	customer	customer	NOUN
ajfa-1143	515	3	perceptions	perception	NOUN
ajfa-1143	515	4	and	and	CCONJ
ajfa-1143	515	5	expectations	expectation	NOUN
ajfa-1143	515	6	.	.	PUNCT
ajfa-1143	516	1	the	the	DET
ajfa-1143	516	2	free	free	ADJ
ajfa-1143	516	3	press	press	NOUN
ajfa-1143	516	4	,	,	PUNCT
ajfa-1143	516	5	new	new	PROPN
ajfa-1143	516	6	york	york	PROPN
ajfa-1143	516	7	,	,	PUNCT
ajfa-1143	516	8	ny	ny	PROPN
ajfa-1143	516	9	,	,	PUNCT
ajfa-1143	516	10	us	we	PRON
ajfa-1143	516	11	.	.	PUNCT