id	sid	tid	token	lemma	pos
atssr-1454	1	1	asian	asian	ADJ
atssr-1454	1	2	themes	theme	NOUN
atssr-1454	1	3	in	in	ADP
atssr-1454	1	4	social	social	ADJ
atssr-1454	1	5	sciences	sciences	PROPN
atssr-1454	1	6	research	research	PROPN
atssr-1454	1	7	issn	issn	PROPN
atssr-1454	1	8	:	:	PUNCT
atssr-1454	1	9	2578	2578	NUM
atssr-1454	1	10	-	-	SYM
atssr-1454	1	11	5516	5516	NUM
atssr-1454	1	12	vol	vol	NOUN
atssr-1454	1	13	.	.	PROPN
atssr-1454	2	1	1	1	NUM
atssr-1454	2	2	,	,	PUNCT
atssr-1454	2	3	no	no	INTJ
atssr-1454	2	4	.	.	NOUN
atssr-1454	2	5	1	1	NUM
atssr-1454	2	6	,	,	PUNCT
atssr-1454	2	7	pp	pp	ADJ
atssr-1454	2	8	.	.	PUNCT
atssr-1454	3	1	21	21	NUM
atssr-1454	3	2	-	-	SYM
atssr-1454	3	3	27	27	NUM
atssr-1454	3	4	2018	2018	NUM
atssr-1454	3	5	doi	doi	NOUN
atssr-1454	3	6	:	:	PUNCT
atssr-1454	3	7	10.33094	10.33094	NUM
atssr-1454	3	8	/	/	SYM
atssr-1454	3	9	journal.139.2018.11.21.27	journal.139.2018.11.21.27	PROPN
atssr-1454	3	10	©	©	PROPN
atssr-1454	3	11	2018	2018	NUM
atssr-1454	3	12	by	by	ADP
atssr-1454	3	13	the	the	DET
atssr-1454	3	14	authors	author	NOUN
atssr-1454	3	15	;	;	PUNCT
atssr-1454	3	16	licensee	licensee	VERB
atssr-1454	3	17	online	online	ADJ
atssr-1454	3	18	academic	academic	ADJ
atssr-1454	3	19	press	press	NOUN
atssr-1454	3	20	,	,	PUNCT
atssr-1454	3	21	usa	usa	PROPN
atssr-1454	3	22	21	21	NUM
atssr-1454	3	23	©	©	PROPN
atssr-1454	3	24	2018	2018	NUM
atssr-1454	3	25	by	by	ADP
atssr-1454	3	26	the	the	DET
atssr-1454	3	27	authors	author	NOUN
atssr-1454	3	28	;	;	PUNCT
atssr-1454	3	29	licensee	licensee	VERB
atssr-1454	3	30	online	online	ADJ
atssr-1454	3	31	academic	academic	ADJ
atssr-1454	3	32	press	press	NOUN
atssr-1454	3	33	,	,	PUNCT
atssr-1454	3	34	usa	usa	PROPN
atssr-1454	3	35	customer	customer	NOUN
atssr-1454	3	36	satisfaction	satisfaction	NOUN
atssr-1454	3	37	and	and	CCONJ
atssr-1454	3	38	service	service	NOUN
atssr-1454	3	39	quality	quality	NOUN
atssr-1454	3	40	in	in	ADP
atssr-1454	3	41	the	the	DET
atssr-1454	3	42	marketing	marketing	NOUN
atssr-1454	3	43	practice	practice	NOUN
atssr-1454	3	44	:	:	PUNCT
atssr-1454	3	45	study	study	NOUN
atssr-1454	3	46	on	on	ADP
atssr-1454	3	47	literature	literature	PROPN
atssr-1454	3	48	review	review	PROPN
atssr-1454	3	49	sokchan	sokchan	PROPN
atssr-1454	3	50	ok1	ok1	PROPN
atssr-1454	3	51	-	-	PUNCT
atssr-1454	3	52	--rathny	--rathny	PUNCT
atssr-1454	3	53	suy2	suy2	NOUN
atssr-1454	3	54	-	-	PUNCT
atssr-1454	3	55	--leaksmy	--leaksmy	NOUN
atssr-1454	3	56	chhay3	chhay3	NOUN
atssr-1454	3	57	-	-	PUNCT
atssr-1454	3	58	--chakriya	--chakriya	NUM
atssr-1454	3	59	choun4	choun4	NOUN
atssr-1454	3	60	1school	1school	NUM
atssr-1454	3	61	of	of	ADP
atssr-1454	3	62	logistics	logistic	NOUN
atssr-1454	3	63	and	and	CCONJ
atssr-1454	3	64	supply	supply	NOUN
atssr-1454	3	65	chain	chain	NOUN
atssr-1454	3	66	,	,	PUNCT
atssr-1454	3	67	naresuan	naresuan	PROPN
atssr-1454	3	68	university	university	PROPN
atssr-1454	3	69	,	,	PUNCT
atssr-1454	3	70	phitsanulok	phitsanulok	NOUN
atssr-1454	3	71	65000	65000	NUM
atssr-1454	3	72	,	,	PUNCT
atssr-1454	3	73	thailand	thailand	PROPN
atssr-1454	3	74	.	.	PUNCT
atssr-1454	4	1	2school	2school	NUM
atssr-1454	4	2	of	of	ADP
atssr-1454	4	3	public	public	ADJ
atssr-1454	4	4	affairs	affair	NOUN
atssr-1454	4	5	,	,	PUNCT
atssr-1454	4	6	university	university	NOUN
atssr-1454	4	7	of	of	ADP
atssr-1454	4	8	science	science	NOUN
atssr-1454	4	9	and	and	CCONJ
atssr-1454	4	10	technology	technology	NOUN
atssr-1454	4	11	of	of	ADP
atssr-1454	4	12	china	china	PROPN
atssr-1454	4	13	,	,	PUNCT
atssr-1454	4	14	hefei	hefei	PROPN
atssr-1454	4	15	,	,	PUNCT
atssr-1454	4	16	anhui	anhui	PROPN
atssr-1454	4	17	,	,	PUNCT
atssr-1454	4	18	230026	230026	NUM
atssr-1454	4	19	,	,	PUNCT
atssr-1454	4	20	china	china	PROPN
atssr-1454	4	21	.	.	PUNCT
atssr-1454	5	1	3school	3school	NUM
atssr-1454	5	2	of	of	ADP
atssr-1454	5	3	management	management	NOUN
atssr-1454	5	4	,	,	PUNCT
atssr-1454	5	5	university	university	NOUN
atssr-1454	5	6	of	of	ADP
atssr-1454	5	7	science	science	NOUN
atssr-1454	5	8	and	and	CCONJ
atssr-1454	5	9	technology	technology	NOUN
atssr-1454	5	10	of	of	ADP
atssr-1454	5	11	china	china	PROPN
atssr-1454	5	12	,	,	PUNCT
atssr-1454	5	13	hefei	hefei	PROPN
atssr-1454	5	14	,	,	PUNCT
atssr-1454	5	15	anhui	anhui	PROPN
atssr-1454	5	16	,	,	PUNCT
atssr-1454	5	17	230026	230026	NUM
atssr-1454	5	18	,	,	PUNCT
atssr-1454	5	19	china	china	PROPN
atssr-1454	5	20	.	.	PUNCT
atssr-1454	6	1	4school	4school	NUM
atssr-1454	6	2	of	of	ADP
atssr-1454	6	3	public	public	ADJ
atssr-1454	6	4	administration	administration	NOUN
atssr-1454	6	5	,	,	PUNCT
atssr-1454	6	6	central	central	ADJ
atssr-1454	6	7	south	south	PROPN
atssr-1454	6	8	university	university	PROPN
atssr-1454	6	9	,	,	PUNCT
atssr-1454	6	10	changsha	changsha	PROPN
atssr-1454	6	11	,	,	PUNCT
atssr-1454	6	12	hunan	hunan	PROPN
atssr-1454	6	13	,	,	PUNCT
atssr-1454	6	14	china	china	PROPN
atssr-1454	6	15	.	.	PUNCT
atssr-1454	7	1	abstract	abstract	PROPN
atssr-1454	7	2	both	both	CCONJ
atssr-1454	7	3	public	public	ADJ
atssr-1454	7	4	and	and	CCONJ
atssr-1454	7	5	private	private	ADJ
atssr-1454	7	6	parts	part	NOUN
atssr-1454	7	7	have	have	AUX
atssr-1454	7	8	given	give	VERB
atssr-1454	7	9	considerable	considerable	ADJ
atssr-1454	7	10	keenness	keenness	NOUN
atssr-1454	7	11	with	with	ADP
atssr-1454	7	12	respect	respect	NOUN
atssr-1454	7	13	to	to	ADP
atssr-1454	7	14	the	the	DET
atssr-1454	7	15	perfect	perfect	ADJ
atssr-1454	7	16	customer	customer	NOUN
atssr-1454	7	17	satisfaction	satisfaction	NOUN
atssr-1454	7	18	in	in	ADP
atssr-1454	7	19	the	the	DET
atssr-1454	7	20	current	current	ADJ
atssr-1454	7	21	decades	decade	NOUN
atssr-1454	7	22	.	.	PUNCT
atssr-1454	8	1	customer	customer	NOUN
atssr-1454	8	2	satisfaction	satisfaction	NOUN
atssr-1454	8	3	has	have	AUX
atssr-1454	8	4	been	be	AUX
atssr-1454	8	5	a	a	DET
atssr-1454	8	6	renowned	renowned	ADJ
atssr-1454	8	7	point	point	NOUN
atssr-1454	8	8	in	in	ADP
atssr-1454	8	9	advertising	advertising	NOUN
atssr-1454	8	10	practice	practice	NOUN
atssr-1454	8	11	and	and	CCONJ
atssr-1454	8	12	educational	educational	ADJ
atssr-1454	8	13	research	research	NOUN
atssr-1454	8	14	since	since	SCONJ
atssr-1454	8	15	cardozo	cardozo	PROPN
atssr-1454	8	16	's	's	PART
atssr-1454	8	17	(	(	PUNCT
atssr-1454	8	18	1965	1965	NUM
atssr-1454	8	19	)	)	PUNCT
atssr-1454	8	20	a	a	DET
atssr-1454	8	21	basic	basic	ADJ
atssr-1454	8	22	examination	examination	NOUN
atssr-1454	8	23	of	of	ADP
atssr-1454	8	24	customer	customer	NOUN
atssr-1454	8	25	effort	effort	NOUN
atssr-1454	8	26	,	,	PUNCT
atssr-1454	8	27	expectations	expectation	NOUN
atssr-1454	8	28	and	and	CCONJ
atssr-1454	8	29	satisfaction	satisfaction	NOUN
atssr-1454	8	30	.	.	PUNCT
atssr-1454	9	1	the	the	DET
atssr-1454	9	2	service	service	NOUN
atssr-1454	9	3	quality	quality	NOUN
atssr-1454	9	4	and	and	CCONJ
atssr-1454	9	5	customer	customer	NOUN
atssr-1454	9	6	satisfaction	satisfaction	NOUN
atssr-1454	9	7	are	be	AUX
atssr-1454	9	8	associated	associate	VERB
atssr-1454	9	9	with	with	ADP
atssr-1454	9	10	their	their	PRON
atssr-1454	9	11	definitions	definition	NOUN
atssr-1454	9	12	to	to	ADP
atssr-1454	9	13	their	their	PRON
atssr-1454	9	14	associations	association	NOUN
atssr-1454	9	15	with	with	ADP
atssr-1454	9	16	alternate	alternate	ADJ
atssr-1454	9	17	points	point	NOUN
atssr-1454	9	18	of	of	ADP
atssr-1454	9	19	view	view	NOUN
atssr-1454	9	20	in	in	ADP
atssr-1454	9	21	business	business	NOUN
atssr-1454	9	22	.	.	PUNCT
atssr-1454	10	1	the	the	DET
atssr-1454	10	2	service	service	NOUN
atssr-1454	10	3	quality	quality	NOUN
atssr-1454	10	4	is	be	AUX
atssr-1454	10	5	an	an	DET
atssr-1454	10	6	attracted	attract	VERB
atssr-1454	10	7	assessment	assessment	NOUN
atssr-1454	10	8	that	that	PRON
atssr-1454	10	9	mirrors	mirror	VERB
atssr-1454	10	10	the	the	DET
atssr-1454	10	11	customer	customer	NOUN
atssr-1454	10	12	’s	’s	PART
atssr-1454	10	13	perception	perception	NOUN
atssr-1454	10	14	of	of	ADP
atssr-1454	10	15	reliability	reliability	NOUN
atssr-1454	10	16	,	,	PUNCT
atssr-1454	10	17	assurance	assurance	NOUN
atssr-1454	10	18	,	,	PUNCT
atssr-1454	10	19	responsiveness	responsiveness	NOUN
atssr-1454	10	20	,	,	PUNCT
atssr-1454	10	21	empathy	empathy	NOUN
atssr-1454	10	22	and	and	CCONJ
atssr-1454	10	23	tangibility	tangibility	NOUN
atssr-1454	10	24	;	;	PUNCT
atssr-1454	10	25	and	and	CCONJ
atssr-1454	10	26	significant	significant	ADJ
atssr-1454	10	27	quality	quality	NOUN
atssr-1454	10	28	while	while	SCONJ
atssr-1454	10	29	satisfaction	satisfaction	NOUN
atssr-1454	10	30	is	be	AUX
atssr-1454	10	31	more	more	ADV
atssr-1454	10	32	careful	careful	ADJ
atssr-1454	10	33	and	and	CCONJ
atssr-1454	10	34	it	it	PRON
atssr-1454	10	35	is	be	AUX
atssr-1454	10	36	affected	affect	VERB
atssr-1454	10	37	by	by	ADP
atssr-1454	10	38	point	point	NOUN
atssr-1454	10	39	of	of	ADP
atssr-1454	10	40	view	view	NOUN
atssr-1454	10	41	of	of	ADP
atssr-1454	10	42	service	service	NOUN
atssr-1454	10	43	quality	quality	NOUN
atssr-1454	10	44	,	,	PUNCT
atssr-1454	10	45	item	item	NOUN
atssr-1454	10	46	quality	quality	NOUN
atssr-1454	10	47	and	and	CCONJ
atssr-1454	10	48	cost	cost	NOUN
atssr-1454	10	49	,	,	PUNCT
atssr-1454	10	50	also	also	ADV
atssr-1454	10	51	situational	situational	ADJ
atssr-1454	10	52	fragments	fragment	NOUN
atssr-1454	10	53	and	and	CCONJ
atssr-1454	10	54	individual	individual	ADJ
atssr-1454	10	55	components	component	NOUN
atssr-1454	10	56	.	.	PUNCT
atssr-1454	11	1	this	this	DET
atssr-1454	11	2	paper	paper	NOUN
atssr-1454	11	3	concentrated	concentrate	VERB
atssr-1454	11	4	on	on	ADP
atssr-1454	11	5	the	the	DET
atssr-1454	11	6	literature	literature	NOUN
atssr-1454	11	7	on	on	ADP
atssr-1454	11	8	the	the	DET
atssr-1454	11	9	key	key	ADJ
atssr-1454	11	10	elements	element	NOUN
atssr-1454	11	11	of	of	ADP
atssr-1454	11	12	this	this	DET
atssr-1454	11	13	study	study	NOUN
atssr-1454	11	14	which	which	PRON
atssr-1454	11	15	was	be	AUX
atssr-1454	11	16	service	service	NOUN
atssr-1454	11	17	quality	quality	NOUN
atssr-1454	11	18	,	,	PUNCT
atssr-1454	11	19	customer	customer	NOUN
atssr-1454	11	20	satisfaction	satisfaction	NOUN
atssr-1454	11	21	and	and	CCONJ
atssr-1454	11	22	expectation	expectation	NOUN
atssr-1454	11	23	.	.	PUNCT
atssr-1454	12	1	in	in	ADP
atssr-1454	12	2	particular	particular	ADJ
atssr-1454	12	3	,	,	PUNCT
atssr-1454	12	4	the	the	DET
atssr-1454	12	5	accompanying	accompanying	ADJ
atssr-1454	12	6	principle	principle	NOUN
atssr-1454	12	7	focuses	focus	VERB
atssr-1454	12	8	were	be	AUX
atssr-1454	12	9	demonstrated	demonstrate	VERB
atssr-1454	12	10	about	about	ADP
atssr-1454	12	11	service	service	NOUN
atssr-1454	12	12	quality	quality	NOUN
atssr-1454	12	13	,	,	PUNCT
atssr-1454	12	14	customer	customer	NOUN
atssr-1454	12	15	expectation	expectation	NOUN
atssr-1454	12	16	,	,	PUNCT
atssr-1454	12	17	customer	customer	NOUN
atssr-1454	12	18	satisfaction	satisfaction	NOUN
atssr-1454	12	19	,	,	PUNCT
atssr-1454	12	20	theory	theory	NOUN
atssr-1454	12	21	of	of	ADP
atssr-1454	12	22	servqal	servqal	NOUN
atssr-1454	12	23	,	,	PUNCT
atssr-1454	12	24	and	and	CCONJ
atssr-1454	12	25	related	related	ADJ
atssr-1454	12	26	studies	study	NOUN
atssr-1454	12	27	on	on	ADP
atssr-1454	12	28	customer	customer	NOUN
atssr-1454	12	29	satisfaction	satisfaction	NOUN
atssr-1454	12	30	and	and	CCONJ
atssr-1454	12	31	service	service	NOUN
atssr-1454	12	32	quality	quality	NOUN
atssr-1454	12	33	.	.	PUNCT
atssr-1454	13	1	this	this	DET
atssr-1454	13	2	study	study	NOUN
atssr-1454	13	3	used	use	VERB
atssr-1454	13	4	a	a	DET
atssr-1454	13	5	descriptive	descriptive	ADJ
atssr-1454	13	6	design	design	NOUN
atssr-1454	13	7	,	,	PUNCT
atssr-1454	13	8	by	by	ADP
atssr-1454	13	9	exploring	explore	VERB
atssr-1454	13	10	some	some	PRON
atssr-1454	13	11	of	of	ADP
atssr-1454	13	12	the	the	DET
atssr-1454	13	13	literature	literature	NOUN
atssr-1454	13	14	that	that	PRON
atssr-1454	13	15	discusses	discuss	VERB
atssr-1454	13	16	on	on	ADP
atssr-1454	13	17	customer	customer	NOUN
atssr-1454	13	18	satisfaction	satisfaction	NOUN
atssr-1454	13	19	and	and	CCONJ
atssr-1454	13	20	service	service	NOUN
atssr-1454	13	21	quality	quality	NOUN
atssr-1454	13	22	how	how	SCONJ
atssr-1454	13	23	to	to	PART
atssr-1454	13	24	improve	improve	VERB
atssr-1454	13	25	the	the	DET
atssr-1454	13	26	both	both	CCONJ
atssr-1454	13	27	public	public	ADJ
atssr-1454	13	28	and	and	CCONJ
atssr-1454	13	29	private	private	ADJ
atssr-1454	13	30	business	business	NOUN
atssr-1454	13	31	parts	part	NOUN
atssr-1454	13	32	in	in	ADP
atssr-1454	13	33	marketing	marketing	NOUN
atssr-1454	13	34	practice	practice	NOUN
atssr-1454	13	35	.	.	PUNCT
atssr-1454	14	1	keywords	keyword	NOUN
atssr-1454	14	2	:	:	PUNCT
atssr-1454	14	3	customer	customer	NOUN
atssr-1454	14	4	satisfaction	satisfaction	NOUN
atssr-1454	14	5	,	,	PUNCT
atssr-1454	14	6	service	service	NOUN
atssr-1454	14	7	quality	quality	NOUN
atssr-1454	14	8	,	,	PUNCT
atssr-1454	14	9	customer	customer	NOUN
atssr-1454	14	10	expectation	expectation	NOUN
atssr-1454	14	11	,	,	PUNCT
atssr-1454	14	12	servqal	servqal	PROPN
atssr-1454	14	13	.	.	PUNCT
atssr-1454	15	1	licensed	license	VERB
atssr-1454	15	2	:	:	PUNCT
atssr-1454	15	3	this	this	DET
atssr-1454	15	4	work	work	NOUN
atssr-1454	15	5	is	be	AUX
atssr-1454	15	6	licensed	license	VERB
atssr-1454	15	7	under	under	ADP
atssr-1454	15	8	a	a	DET
atssr-1454	15	9	creative	creative	ADJ
atssr-1454	15	10	commons	common	NOUN
atssr-1454	15	11	attribution	attribution	NOUN
atssr-1454	15	12	4.0	4.0	NUM
atssr-1454	15	13	license	license	NOUN
atssr-1454	15	14	.	.	PUNCT
atssr-1454	16	1	1	1	X
atssr-1454	16	2	.	.	X
atssr-1454	16	3	introduction	introduction	NOUN
atssr-1454	16	4	both	both	CCONJ
atssr-1454	16	5	public	public	ADJ
atssr-1454	16	6	and	and	CCONJ
atssr-1454	16	7	private	private	ADJ
atssr-1454	16	8	parts	part	NOUN
atssr-1454	16	9	have	have	AUX
atssr-1454	16	10	given	give	VERB
atssr-1454	16	11	much	much	ADJ
atssr-1454	16	12	thoughtfulness	thoughtfulness	NOUN
atssr-1454	16	13	regarding	regard	VERB
atssr-1454	16	14	the	the	DET
atssr-1454	16	15	ideal	ideal	ADJ
atssr-1454	16	16	customer	customer	NOUN
atssr-1454	16	17	satisfaction	satisfaction	NOUN
atssr-1454	16	18	in	in	ADP
atssr-1454	16	19	the	the	DET
atssr-1454	16	20	recent	recent	ADJ
atssr-1454	16	21	decades	decade	NOUN
atssr-1454	16	22	.	.	PUNCT
atssr-1454	17	1	normally	normally	ADV
atssr-1454	17	2	,	,	PUNCT
atssr-1454	17	3	managers	manager	NOUN
atssr-1454	17	4	have	have	AUX
atssr-1454	17	5	asked	ask	VERB
atssr-1454	17	6	for	for	SCONJ
atssr-1454	17	7	their	their	PRON
atssr-1454	17	8	staff	staff	NOUN
atssr-1454	17	9	to	to	PART
atssr-1454	17	10	do	do	VERB
atssr-1454	17	11	customer	customer	NOUN
atssr-1454	17	12	satisfaction	satisfaction	NOUN
atssr-1454	17	13	considers	consider	VERB
atssr-1454	17	14	for	for	ADP
atssr-1454	17	15	their	their	PRON
atssr-1454	17	16	own	own	ADJ
atssr-1454	17	17	particular	particular	ADJ
atssr-1454	17	18	associations	association	NOUN
atssr-1454	17	19	.	.	PUNCT
atssr-1454	18	1	an	an	DET
atssr-1454	18	2	expert	expert	NOUN
atssr-1454	18	3	or	or	CCONJ
atssr-1454	18	4	specialist	specialist	NOUN
atssr-1454	18	5	must	must	AUX
atssr-1454	18	6	operationalize	operationalize	VERB
atssr-1454	18	7	the	the	DET
atssr-1454	18	8	idea	idea	NOUN
atssr-1454	18	9	of	of	ADP
atssr-1454	18	10	customer	customer	NOUN
atssr-1454	18	11	satisfaction	satisfaction	NOUN
atssr-1454	18	12	keeping	keeping	NOUN
atssr-1454	18	13	in	in	ADP
atssr-1454	18	14	mind	mind	NOUN
atssr-1454	18	15	the	the	DET
atssr-1454	18	16	end	end	NOUN
atssr-1454	18	17	goal	goal	NOUN
atssr-1454	18	18	to	to	PART
atssr-1454	18	19	gauge	gauge	VERB
atssr-1454	18	20	it	it	PRON
atssr-1454	18	21	.	.	PUNCT
atssr-1454	19	1	all	all	DET
atssr-1454	19	2	the	the	PRON
atssr-1454	19	3	more	more	ADV
atssr-1454	19	4	critically	critically	ADV
atssr-1454	19	5	,	,	PUNCT
atssr-1454	19	6	with	with	ADP
atssr-1454	19	7	a	a	DET
atssr-1454	19	8	specific	specific	ADJ
atssr-1454	19	9	end	end	NOUN
atssr-1454	19	10	goal	goal	NOUN
atssr-1454	19	11	to	to	PART
atssr-1454	19	12	have	have	AUX
atssr-1454	19	13	legitimacy	legitimacy	NOUN
atssr-1454	19	14	for	for	ADP
atssr-1454	19	15	any	any	DET
atssr-1454	19	16	estimation	estimation	NOUN
atssr-1454	19	17	,	,	PUNCT
atssr-1454	19	18	the	the	DET
atssr-1454	19	19	examiner	examiner	NOUN
atssr-1454	19	20	is	be	AUX
atssr-1454	19	21	required	require	VERB
atssr-1454	19	22	to	to	PART
atssr-1454	19	23	accept	accept	VERB
atssr-1454	19	24	some	some	DET
atssr-1454	19	25	model	model	NOUN
atssr-1454	19	26	of	of	ADP
atssr-1454	19	27	the	the	DET
atssr-1454	19	28	topic	topic	NOUN
atssr-1454	19	29	.	.	PUNCT
atssr-1454	20	1	the	the	DET
atssr-1454	20	2	investigator	investigator	NOUN
atssr-1454	20	3	must	must	AUX
atssr-1454	20	4	utilize	utilize	VERB
atssr-1454	20	5	exceptionally	exceptionally	ADV
atssr-1454	20	6	unequivocal	unequivocal	ADJ
atssr-1454	20	7	conceptualizations	conceptualization	NOUN
atssr-1454	20	8	of	of	ADP
atssr-1454	20	9	the	the	DET
atssr-1454	20	10	topic	topic	NOUN
atssr-1454	20	11	(	(	PUNCT
atssr-1454	20	12	at	at	ADP
atssr-1454	20	13	the	the	DET
atssr-1454	20	14	end	end	NOUN
atssr-1454	20	15	of	of	ADP
atssr-1454	20	16	the	the	DET
atssr-1454	20	17	day	day	NOUN
atssr-1454	20	18	,	,	PUNCT
atssr-1454	20	19	models	model	NOUN
atssr-1454	20	20	)	)	PUNCT
atssr-1454	20	21	in	in	ADP
atssr-1454	20	22	the	the	DET
atssr-1454	20	23	event	event	NOUN
atssr-1454	20	24	that	that	SCONJ
atssr-1454	20	25	she	she	PRON
atssr-1454	20	26	/	/	PRON
atssr-1454	20	27	he	he	PRON
atssr-1454	20	28	hopes	hope	VERB
atssr-1454	20	29	to	to	PART
atssr-1454	20	30	do	do	VERB
atssr-1454	20	31	research	research	NOUN
atssr-1454	20	32	and	and	CCONJ
atssr-1454	20	33	examination	examination	NOUN
atssr-1454	20	34	that	that	PRON
atssr-1454	20	35	have	have	VERB
atssr-1454	20	36	importance	importance	NOUN
atssr-1454	20	37	for	for	ADP
atssr-1454	20	38	authoritative	authoritative	ADJ
atssr-1454	20	39	choices	choice	NOUN
atssr-1454	20	40	.	.	PUNCT
atssr-1454	21	1	customer	customer	NOUN
atssr-1454	21	2	satisfaction	satisfaction	NOUN
atssr-1454	21	3	has	have	AUX
atssr-1454	21	4	been	be	AUX
atssr-1454	21	5	a	a	DET
atssr-1454	21	6	famous	famous	ADJ
atssr-1454	21	7	point	point	NOUN
atssr-1454	21	8	in	in	ADP
atssr-1454	21	9	marketing	marketing	NOUN
atssr-1454	21	10	practice	practice	NOUN
atssr-1454	21	11	and	and	CCONJ
atssr-1454	21	12	scholastic	scholastic	ADJ
atssr-1454	21	13	research	research	NOUN
atssr-1454	21	14	that	that	SCONJ
atssr-1454	21	15	introductory	introductory	ADJ
atssr-1454	21	16	investigation	investigation	NOUN
atssr-1454	21	17	of	of	ADP
atssr-1454	21	18	customer	customer	NOUN
atssr-1454	21	19	exertion	exertion	NOUN
atssr-1454	21	20	,	,	PUNCT
atssr-1454	21	21	expectations	expectation	NOUN
atssr-1454	21	22	and	and	CCONJ
atssr-1454	21	23	satisfaction	satisfaction	NOUN
atssr-1454	21	24	(	(	PUNCT
atssr-1454	21	25	cardozo	cardozo	PROPN
atssr-1454	21	26	,	,	PUNCT
atssr-1454	21	27	1965	1965	NUM
atssr-1454	21	28	)	)	PUNCT
atssr-1454	21	29	.	.	PUNCT
atssr-1454	22	1	in	in	ADP
atssr-1454	22	2	spite	spite	NOUN
atssr-1454	22	3	of	of	ADP
atssr-1454	22	4	many	many	ADJ
atssr-1454	22	5	endeavours	endeavour	NOUN
atssr-1454	22	6	to	to	PART
atssr-1454	22	7	quantify	quantify	VERB
atssr-1454	22	8	and	and	CCONJ
atssr-1454	22	9	clarify	clarify	VERB
atssr-1454	22	10	customer	customer	NOUN
atssr-1454	22	11	satisfaction	satisfaction	NOUN
atssr-1454	22	12	,	,	PUNCT
atssr-1454	22	13	they	they	PRON
atssr-1454	22	14	still	still	ADV
atssr-1454	22	15	do	do	AUX
atssr-1454	22	16	not	not	PART
atssr-1454	22	17	give	give	VERB
atssr-1454	22	18	off	off	ADP
atssr-1454	22	19	an	an	DET
atssr-1454	22	20	impression	impression	NOUN
atssr-1454	22	21	of	of	ADP
atssr-1454	22	22	being	be	AUX
atssr-1454	22	23	an	an	DET
atssr-1454	22	24	accord	accord	NOUN
atssr-1454	22	25	with	with	ADP
atssr-1454	22	26	respect	respect	NOUN
atssr-1454	22	27	to	to	ADP
atssr-1454	22	28	its	its	PRON
atssr-1454	22	29	definition	definition	NOUN
atssr-1454	22	30	(	(	PUNCT
atssr-1454	22	31	joan	joan	PROPN
atssr-1454	22	32	and	and	CCONJ
atssr-1454	22	33	joseph	joseph	PROPN
atssr-1454	22	34	a.	a.	PROPN
atssr-1454	22	35	,	,	PUNCT
atssr-1454	22	36	2000	2000	NUM
atssr-1454	22	37	)	)	PUNCT
atssr-1454	22	38	.	.	PUNCT
atssr-1454	23	1	customer	customer	NOUN
atssr-1454	23	2	satisfaction	satisfaction	NOUN
atssr-1454	23	3	is	be	AUX
atssr-1454	23	4	the	the	DET
atssr-1454	23	5	main	main	ADJ
atssr-1454	23	6	basis	basis	NOUN
atssr-1454	23	7	for	for	ADP
atssr-1454	23	8	deciding	decide	VERB
atssr-1454	23	9	the	the	DET
atssr-1454	23	10	quality	quality	NOUN
atssr-1454	23	11	that	that	PRON
atssr-1454	23	12	is	be	AUX
atssr-1454	23	13	really	really	ADV
atssr-1454	23	14	delivered	deliver	VERB
atssr-1454	23	15	to	to	ADP
atssr-1454	23	16	customer	customer	NOUN
atssr-1454	23	17	through	through	ADP
atssr-1454	23	18	the	the	DET
atssr-1454	23	19	production	production	NOUN
atssr-1454	23	20	and	and	CCONJ
atssr-1454	23	21	service	service	NOUN
atssr-1454	23	22	,	,	PUNCT
atssr-1454	23	23	and	and	CCONJ
atssr-1454	23	24	by	by	ADP
atssr-1454	23	25	the	the	DET
atssr-1454	23	26	going	go	VERB
atssr-1454	23	27	with	with	ADP
atssr-1454	23	28	servicing	servicing	NOUN
atssr-1454	23	29	(	(	PUNCT
atssr-1454	23	30	abraham	abraham	PROPN
atssr-1454	23	31	and	and	CCONJ
atssr-1454	23	32	taylor	taylor	PROPN
atssr-1454	23	33	,	,	PUNCT
atssr-1454	23	34	1999	1999	NUM
atssr-1454	23	35	;	;	PUNCT
atssr-1454	23	36	"	"	PUNCT
atssr-1454	23	37	improving	improve	VERB
atssr-1454	23	38	your	your	PRON
atssr-1454	23	39	measurement	measurement	NOUN
atssr-1454	23	40	of	of	ADP
atssr-1454	23	41	customer	customer	NOUN
atssr-1454	23	42	satisfaction	satisfaction	NOUN
atssr-1454	23	43	:	:	PUNCT
atssr-1454	23	44	a	a	DET
atssr-1454	23	45	guide	guide	NOUN
atssr-1454	23	46	to	to	ADP
atssr-1454	23	47	creating	create	VERB
atssr-1454	23	48	,	,	PUNCT
atssr-1454	23	49	conducting	conducting	NOUN
atssr-1454	23	50	,	,	PUNCT
atssr-1454	23	51	analysing	analyse	VERB
atssr-1454	23	52	and	and	CCONJ
atssr-1454	23	53	reporting	report	VERB
atssr-1454	23	54	customer	customer	NOUN
atssr-1454	23	55	satisfaction	satisfaction	NOUN
atssr-1454	23	56	measurement	measurement	NOUN
atssr-1454	23	57	programs	program	NOUN
atssr-1454	23	58	,	,	PUNCT
atssr-1454	23	59	"	"	PUNCT
atssr-1454	23	60	1999	1999	NUM
atssr-1454	23	61	)	)	PUNCT
atssr-1454	23	62	.	.	PUNCT
atssr-1454	24	1	service	service	NOUN
atssr-1454	24	2	quality	quality	NOUN
atssr-1454	24	3	is	be	AUX
atssr-1454	24	4	extraneously	extraneously	ADV
atssr-1454	24	5	seen	see	VERB
atssr-1454	24	6	attribution	attribution	NOUN
atssr-1454	24	7	in	in	ADP
atssr-1454	24	8	view	view	NOUN
atssr-1454	24	9	of	of	ADP
atssr-1454	24	10	the	the	DET
atssr-1454	24	11	customer	customer	NOUN
atssr-1454	24	12	experience	experience	NOUN
atssr-1454	24	13	about	about	ADP
atssr-1454	24	14	t	t	PROPN
atssr-1454	24	15	he	he	PRON
atssr-1454	24	16	service	service	NOUN
atssr-1454	24	17	that	that	SCONJ
atssr-1454	24	18	the	the	DET
atssr-1454	24	19	customer	customer	NOUN
atssr-1454	24	20	perceived	perceive	VERB
atssr-1454	24	21	through	through	ADP
atssr-1454	24	22	the	the	DET
atssr-1454	24	23	service	service	NOUN
atssr-1454	24	24	encounter	encounter	NOUN
atssr-1454	24	25	,	,	PUNCT
atssr-1454	24	26	and	and	CCONJ
atssr-1454	24	27	service	service	NOUN
atssr-1454	24	28	quality	quality	NOUN
atssr-1454	24	29	appraisals	appraisal	NOUN
atssr-1454	24	30	are	be	AUX
atssr-1454	24	31	shaped	shape	VERB
atssr-1454	24	32	on	on	ADP
atssr-1454	24	33	judgments	judgment	NOUN
atssr-1454	24	34	of	of	ADP
atssr-1454	24	35	result	result	NOUN
atssr-1454	24	36	quality	quality	NOUN
atssr-1454	24	37	,	,	PUNCT
atssr-1454	24	38	collaboration	collaboration	NOUN
atssr-1454	24	39	quality	quality	NOUN
atssr-1454	24	40	and	and	CCONJ
atssr-1454	24	41	physical	physical	ADJ
atssr-1454	24	42	environmental	environmental	ADJ
atssr-1454	24	43	quality	quality	NOUN
atssr-1454	24	44	(	(	PUNCT
atssr-1454	24	45	zeithami	zeithami	PROPN
atssr-1454	24	46	and	and	CCONJ
atssr-1454	24	47	leonard	leonard	PROPN
atssr-1454	24	48	1990	1990	NUM
atssr-1454	24	49	)	)	PUNCT
atssr-1454	24	50	.	.	PUNCT
atssr-1454	25	1	service	service	NOUN
atssr-1454	25	2	https://www.doi.org/10.33094/journal.139.2018.11.21.27	https://www.doi.org/10.33094/journal.139.2018.11.21.27	PROPN
atssr-1454	25	3	asian	asian	ADJ
atssr-1454	25	4	themes	theme	NOUN
atssr-1454	25	5	in	in	ADP
atssr-1454	25	6	social	social	ADJ
atssr-1454	25	7	sciences	science	NOUN
atssr-1454	25	8	research	research	NOUN
atssr-1454	25	9	2018	2018	NUM
atssr-1454	25	10	,	,	PUNCT
atssr-1454	25	11	vol	vol	NOUN
atssr-1454	25	12	.	.	PROPN
atssr-1454	26	1	1	1	NUM
atssr-1454	26	2	,	,	PUNCT
atssr-1454	26	3	no	no	INTJ
atssr-1454	26	4	.	.	NOUN
atssr-1454	26	5	1	1	NUM
atssr-1454	26	6	,	,	PUNCT
atssr-1454	26	7	pp	pp	ADJ
atssr-1454	26	8	.	.	PUNCT
atssr-1454	27	1	21	21	NUM
atssr-1454	27	2	-	-	SYM
atssr-1454	27	3	27	27	NUM
atssr-1454	27	4	22	22	NUM
atssr-1454	27	5	©	©	PROPN
atssr-1454	27	6	2018	2018	NUM
atssr-1454	27	7	by	by	ADP
atssr-1454	27	8	the	the	DET
atssr-1454	27	9	authors	author	NOUN
atssr-1454	27	10	;	;	PUNCT
atssr-1454	27	11	licensee	licensee	VERB
atssr-1454	27	12	online	online	ADJ
atssr-1454	27	13	academic	academic	ADJ
atssr-1454	27	14	press	press	NOUN
atssr-1454	27	15	,	,	PUNCT
atssr-1454	27	16	usa	usa	PROPN
atssr-1454	27	17	quality	quality	PROPN
atssr-1454	27	18	is	be	AUX
atssr-1454	27	19	one	one	NUM
atssr-1454	27	20	of	of	ADP
atssr-1454	27	21	the	the	DET
atssr-1454	27	22	fundamental	fundamental	ADJ
atssr-1454	27	23	measurements	measurement	NOUN
atssr-1454	27	24	,	,	PUNCT
atssr-1454	27	25	which	which	PRON
atssr-1454	27	26	are	be	AUX
atssr-1454	27	27	figured	figure	VERB
atssr-1454	27	28	into	into	ADP
atssr-1454	27	29	the	the	DET
atssr-1454	27	30	consumer	consumer	NOUN
atssr-1454	27	31	’s	’s	PART
atssr-1454	27	32	satisfaction	satisfaction	NOUN
atssr-1454	27	33	judgments	judgment	NOUN
atssr-1454	27	34	,	,	PUNCT
atssr-1454	27	35	and	and	CCONJ
atssr-1454	27	36	service	service	NOUN
atssr-1454	27	37	quality	quality	NOUN
atssr-1454	27	38	is	be	AUX
atssr-1454	27	39	a	a	DET
atssr-1454	27	40	demeanour	demeanour	NOUN
atssr-1454	27	41	shaped	shape	VERB
atssr-1454	27	42	by	by	ADP
atssr-1454	27	43	long	long	ADJ
atssr-1454	27	44	-	-	PUNCT
atssr-1454	27	45	time	time	NOUN
atssr-1454	27	46	overall	overall	ADJ
atssr-1454	27	47	assessment	assessment	NOUN
atssr-1454	27	48	of	of	ADP
atssr-1454	27	49	a	a	DET
atssr-1454	27	50	company	company	NOUN
atssr-1454	27	51	's	's	PART
atssr-1454	27	52	executive	executive	NOUN
atssr-1454	27	53	(	(	PUNCT
atssr-1454	27	54	jenet	jenet	PROPN
atssr-1454	27	55	,	,	PUNCT
atssr-1454	27	56	2011	2011	NUM
atssr-1454	27	57	)	)	PUNCT
atssr-1454	27	58	.	.	PUNCT
atssr-1454	28	1	this	this	DET
atssr-1454	28	2	paper	paper	NOUN
atssr-1454	28	3	studied	study	VERB
atssr-1454	28	4	the	the	DET
atssr-1454	28	5	literature	literature	NOUN
atssr-1454	28	6	on	on	ADP
atssr-1454	28	7	the	the	DET
atssr-1454	28	8	key	key	ADJ
atssr-1454	28	9	elements	element	NOUN
atssr-1454	28	10	of	of	ADP
atssr-1454	28	11	this	this	DET
atssr-1454	28	12	study	study	NOUN
atssr-1454	28	13	which	which	PRON
atssr-1454	28	14	was	be	AUX
atssr-1454	28	15	service	service	NOUN
atssr-1454	28	16	quality	quality	NOUN
atssr-1454	28	17	,	,	PUNCT
atssr-1454	28	18	customer	customer	NOUN
atssr-1454	28	19	satisfaction	satisfaction	NOUN
atssr-1454	28	20	and	and	CCONJ
atssr-1454	28	21	expectation	expectation	NOUN
atssr-1454	28	22	.	.	PUNCT
atssr-1454	29	1	specifically	specifically	ADV
atssr-1454	29	2	,	,	PUNCT
atssr-1454	29	3	the	the	DET
atssr-1454	29	4	following	follow	VERB
atssr-1454	29	5	main	main	ADJ
atssr-1454	29	6	points	point	NOUN
atssr-1454	29	7	were	be	AUX
atssr-1454	29	8	indicated	indicate	VERB
atssr-1454	29	9	:	:	PUNCT
atssr-1454	29	10	1	1	X
atssr-1454	29	11	)	)	PUNCT
atssr-1454	29	12	service	service	NOUN
atssr-1454	29	13	quality	quality	NOUN
atssr-1454	29	14	,	,	PUNCT
atssr-1454	29	15	2	2	X
atssr-1454	29	16	)	)	PUNCT
atssr-1454	29	17	customer	customer	NOUN
atssr-1454	29	18	expectation	expectation	NOUN
atssr-1454	29	19	,	,	PUNCT
atssr-1454	29	20	3	3	X
atssr-1454	29	21	)	)	PUNCT
atssr-1454	29	22	customer	customer	NOUN
atssr-1454	29	23	satisfaction	satisfaction	NOUN
atssr-1454	29	24	,	,	PUNCT
atssr-1454	29	25	4	4	X
atssr-1454	29	26	)	)	PUNCT
atssr-1454	29	27	theory	theory	NOUN
atssr-1454	29	28	of	of	ADP
atssr-1454	29	29	servqal	servqal	NOUN
atssr-1454	29	30	,	,	PUNCT
atssr-1454	29	31	and	and	CCONJ
atssr-1454	29	32	5	5	NUM
atssr-1454	29	33	)	)	PUNCT
atssr-1454	29	34	related	relate	VERB
atssr-1454	29	35	studie	studie	PROPN
atssr-1454	29	36	s	s	PART
atssr-1454	29	37	on	on	ADP
atssr-1454	29	38	customer	customer	NOUN
atssr-1454	29	39	satisfaction	satisfaction	NOUN
atssr-1454	29	40	and	and	CCONJ
atssr-1454	29	41	service	service	NOUN
atssr-1454	29	42	quality	quality	NOUN
atssr-1454	29	43	.	.	PUNCT
atssr-1454	30	1	2	2	X
atssr-1454	30	2	.	.	X
atssr-1454	30	3	literature	literature	NOUN
atssr-1454	30	4	review	review	VERB
atssr-1454	30	5	2.1	2.1	NUM
atssr-1454	30	6	.	.	PUNCT
atssr-1454	31	1	service	service	NOUN
atssr-1454	31	2	quality	quality	NOUN
atssr-1454	31	3	service	service	NOUN
atssr-1454	31	4	quality	quality	NOUN
atssr-1454	31	5	is	be	AUX
atssr-1454	31	6	merely	merely	ADV
atssr-1454	31	7	a	a	DET
atssr-1454	31	8	disposition	disposition	NOUN
atssr-1454	31	9	shaped	shape	VERB
atssr-1454	31	10	by	by	ADP
atssr-1454	31	11	long	long	ADJ
atssr-1454	31	12	haul	haul	NOUN
atssr-1454	31	13	general	general	ADJ
atssr-1454	31	14	assessment	assessment	NOUN
atssr-1454	31	15	of	of	ADP
atssr-1454	31	16	an	an	DET
atssr-1454	31	17	unmistakable	unmistakable	ADJ
atssr-1454	31	18	performance	performance	NOUN
atssr-1454	31	19	.	.	PUNCT
atssr-1454	32	1	service	service	NOUN
atssr-1454	32	2	quality	quality	NOUN
atssr-1454	32	3	is	be	AUX
atssr-1454	32	4	naturally	naturally	ADV
atssr-1454	32	5	seen	see	VERB
atssr-1454	32	6	attribution	attribution	NOUN
atssr-1454	32	7	in	in	ADP
atssr-1454	32	8	view	view	NOUN
atssr-1454	32	9	of	of	ADP
atssr-1454	32	10	the	the	DET
atssr-1454	32	11	customers	customer	NOUN
atssr-1454	32	12	experience	experience	VERB
atssr-1454	32	13	about	about	ADP
atssr-1454	32	14	the	the	DET
atssr-1454	32	15	service	service	NOUN
atssr-1454	32	16	that	that	PRON
atssr-1454	32	17	the	the	DET
atssr-1454	32	18	customer	customer	NOUN
atssr-1454	32	19	perceived	perceive	VERB
atssr-1454	32	20	through	through	ADP
atssr-1454	32	21	the	the	DET
atssr-1454	32	22	service	service	NOUN
atssr-1454	32	23	encounter	encounter	NOUN
atssr-1454	32	24	.	.	PUNCT
atssr-1454	33	1	service	service	NOUN
atssr-1454	33	2	quality	quality	NOUN
atssr-1454	33	3	appraisals	appraisal	NOUN
atssr-1454	33	4	are	be	AUX
atssr-1454	33	5	created	create	VERB
atssr-1454	33	6	on	on	ADP
atssr-1454	33	7	judgments	judgment	NOUN
atssr-1454	33	8	of	of	ADP
atssr-1454	33	9	result	result	NOUN
atssr-1454	33	10	quality	quality	NOUN
atssr-1454	33	11	,	,	PUNCT
atssr-1454	33	12	interaction	interaction	NOUN
atssr-1454	33	13	quality	quality	NOUN
atssr-1454	33	14	and	and	CCONJ
atssr-1454	33	15	physical	physical	ADJ
atssr-1454	33	16	environmental	environmental	ADJ
atssr-1454	33	17	quality	quality	NOUN
atssr-1454	33	18	.	.	PUNCT
atssr-1454	34	1	service	service	NOUN
atssr-1454	34	2	quality	quality	NOUN
atssr-1454	34	3	is	be	AUX
atssr-1454	34	4	one	one	NUM
atssr-1454	34	5	of	of	ADP
atssr-1454	34	6	the	the	DET
atssr-1454	34	7	key	key	ADJ
atssr-1454	34	8	measurements	measurement	NOUN
atssr-1454	34	9	,	,	PUNCT
atssr-1454	34	10	which	which	PRON
atssr-1454	34	11	are	be	AUX
atssr-1454	34	12	figured	figure	VERB
atssr-1454	34	13	into	into	ADP
atssr-1454	34	14	the	the	DET
atssr-1454	34	15	customer	customer	NOUN
atssr-1454	34	16	's	's	PART
atssr-1454	34	17	satisfaction	satisfaction	NOUN
atssr-1454	34	18	judgments	judgment	NOUN
atssr-1454	34	19	(	(	PUNCT
atssr-1454	34	20	zeithami	zeithami	PROPN
atssr-1454	34	21	et	et	PROPN
atssr-1454	34	22	al	al	PROPN
atssr-1454	34	23	.	.	PROPN
atssr-1454	34	24	,	,	PUNCT
atssr-1454	34	25	1990	1990	NUM
atssr-1454	34	26	)	)	PUNCT
atssr-1454	34	27	.	.	PUNCT
atssr-1454	35	1	services	service	NOUN
atssr-1454	35	2	are	be	AUX
atssr-1454	35	3	created	create	VERB
atssr-1454	35	4	and	and	CCONJ
atssr-1454	35	5	expended	expend	VERB
atssr-1454	35	6	in	in	ADP
atssr-1454	35	7	the	the	DET
atssr-1454	35	8	meantime	meantime	NOUN
atssr-1454	35	9	,	,	PUNCT
atssr-1454	35	10	which	which	PRON
atssr-1454	35	11	makes	make	VERB
atssr-1454	35	12	it	it	PRON
atssr-1454	35	13	hard	hard	ADJ
atssr-1454	35	14	to	to	PART
atssr-1454	35	15	gauge	gauge	VERB
atssr-1454	35	16	;	;	PUNCT
atssr-1454	35	17	test	test	NOUN
atssr-1454	35	18	and	and	CCONJ
atssr-1454	35	19	thusly	thusly	ADV
atssr-1454	35	20	particular	particular	ADJ
atssr-1454	35	21	uniform	uniform	ADJ
atssr-1454	35	22	quality	quality	NOUN
atssr-1454	35	23	can	can	AUX
atssr-1454	35	24	seldom	seldom	ADV
atssr-1454	35	25	be	be	AUX
atssr-1454	35	26	set	set	VERB
atssr-1454	35	27	.	.	PUNCT
atssr-1454	36	1	subsequently	subsequently	ADV
atssr-1454	36	2	,	,	PUNCT
atssr-1454	36	3	it	it	PRON
atssr-1454	36	4	is	be	AUX
atssr-1454	36	5	hard	hard	ADJ
atssr-1454	36	6	to	to	PART
atssr-1454	36	7	decide	decide	VERB
atssr-1454	36	8	how	how	SCONJ
atssr-1454	36	9	customers	customer	NOUN
atssr-1454	36	10	assess	assess	VERB
atssr-1454	36	11	the	the	DET
atssr-1454	36	12	service	service	NOUN
atssr-1454	36	13	quality	quality	NOUN
atssr-1454	36	14	(	(	PUNCT
atssr-1454	36	15	parasuraman	parasuraman	NOUN
atssr-1454	36	16	,	,	PUNCT
atssr-1454	36	17	zeithaml	zeithaml	PROPN
atssr-1454	36	18	and	and	CCONJ
atssr-1454	36	19	berry	berry	NOUN
atssr-1454	36	20	,	,	PUNCT
atssr-1454	36	21	1985	1985	NUM
atssr-1454	36	22	)	)	PUNCT
atssr-1454	36	23	.	.	PUNCT
atssr-1454	37	1	on	on	ADP
atssr-1454	37	2	the	the	DET
atssr-1454	37	3	other	other	ADJ
atssr-1454	37	4	hand	hand	NOUN
atssr-1454	37	5	,	,	PUNCT
atssr-1454	37	6	the	the	DET
atssr-1454	37	7	heterogeneity	heterogeneity	NOUN
atssr-1454	37	8	of	of	ADP
atssr-1454	37	9	service	service	NOUN
atssr-1454	37	10	suggests	suggest	VERB
atssr-1454	37	11	its	its	PRON
atssr-1454	37	12	delivery	delivery	NOUN
atssr-1454	37	13	differs	differ	VERB
atssr-1454	37	14	from	from	ADP
atssr-1454	37	15	producer	producer	NOUN
atssr-1454	37	16	to	to	ADP
atssr-1454	37	17	producer	producer	NOUN
atssr-1454	37	18	,	,	PUNCT
atssr-1454	37	19	consumer	consumer	NOUN
atssr-1454	37	20	to	to	ADP
atssr-1454	37	21	consumer	consumer	NOUN
atssr-1454	37	22	and	and	CCONJ
atssr-1454	37	23	day	day	NOUN
atssr-1454	37	24	-to	-to	NOUN
atssr-1454	37	25	-	-	PUNCT
atssr-1454	37	26	day	day	NOUN
atssr-1454	37	27	(	(	PUNCT
atssr-1454	37	28	a.	a.	NOUN
atssr-1454	37	29	parasuraman	parasuraman	NOUN
atssr-1454	37	30	et	et	PROPN
atssr-1454	37	31	al	al	PROPN
atssr-1454	37	32	.	.	PROPN
atssr-1454	37	33	,	,	PUNCT
atssr-1454	37	34	1985	1985	NUM
atssr-1454	37	35	)	)	PUNCT
atssr-1454	37	36	.	.	PUNCT
atssr-1454	38	1	that	that	PRON
atssr-1454	38	2	is	be	AUX
atssr-1454	38	3	additionally	additionally	ADV
atssr-1454	38	4	in	in	ADP
atssr-1454	38	5	light	light	NOUN
atssr-1454	38	6	of	of	ADP
atssr-1454	38	7	the	the	DET
atssr-1454	38	8	fact	fact	NOUN
atssr-1454	38	9	that	that	SCONJ
atssr-1454	38	10	the	the	DET
atssr-1454	38	11	consistency	consistency	NOUN
atssr-1454	38	12	of	of	ADP
atssr-1454	38	13	staff	staff	NOUN
atssr-1454	38	14	conduct	conduct	NOUN
atssr-1454	38	15	is	be	AUX
atssr-1454	38	16	difficult	difficult	ADJ
atssr-1454	38	17	to	to	PART
atssr-1454	38	18	guarantee	guarantee	VERB
atssr-1454	38	19	since	since	SCONJ
atssr-1454	38	20	what	what	PRON
atssr-1454	38	21	the	the	DET
atssr-1454	38	22	customer	customer	NOUN
atssr-1454	38	23	gets	get	VERB
atssr-1454	38	24	may	may	AUX
atssr-1454	38	25	vary	vary	VERB
atssr-1454	38	26	from	from	ADP
atssr-1454	38	27	what	what	PRON
atssr-1454	38	28	the	the	DET
atssr-1454	38	29	firm	firm	NOUN
atssr-1454	38	30	expected	expect	VERB
atssr-1454	38	31	to	to	PART
atssr-1454	38	32	deliver	deliver	VERB
atssr-1454	38	33	.	.	PUNCT
atssr-1454	39	1	there	there	PRON
atssr-1454	39	2	are	be	VERB
atssr-1454	39	3	natural	natural	ADJ
atssr-1454	39	4	challenges	challenge	NOUN
atssr-1454	39	5	in	in	ADP
atssr-1454	39	6	executing	execute	VERB
atssr-1454	39	7	and	and	CCONJ
atssr-1454	39	8	assessing	assess	VERB
atssr-1454	39	9	what	what	PRON
atssr-1454	39	10	constitutes	constitute	VERB
atssr-1454	39	11	service	service	NOUN
atssr-1454	39	12	quality	quality	NOUN
atssr-1454	39	13	.	.	PUNCT
atssr-1454	40	1	for	for	ADP
atssr-1454	40	2	one	one	NUM
atssr-1454	40	3	,	,	PUNCT
atssr-1454	40	4	quality	quality	NOUN
atssr-1454	40	5	perceptions	perception	NOUN
atssr-1454	40	6	regularly	regularly	ADV
atssr-1454	40	7	rely	rely	VERB
atssr-1454	40	8	on	on	ADP
atssr-1454	40	9	upon	upon	SCONJ
atssr-1454	40	10	a	a	DET
atssr-1454	40	11	rehashed	rehashed	ADJ
atssr-1454	40	12	examination	examination	NOUN
atssr-1454	40	13	of	of	ADP
atssr-1454	40	14	the	the	DET
atssr-1454	40	15	customer	customer	NOUN
atssr-1454	40	16	’s	’s	PART
atssr-1454	40	17	expectation	expectation	NOUN
atssr-1454	40	18	about	about	ADP
atssr-1454	40	19	a	a	DET
atssr-1454	40	20	specific	specific	ADJ
atssr-1454	40	21	service	service	NOUN
atssr-1454	40	22	.	.	PUNCT
atssr-1454	41	1	accordingly	accordingly	ADV
atssr-1454	41	2	,	,	PUNCT
atssr-1454	41	3	if	if	SCONJ
atssr-1454	41	4	a	a	DET
atssr-1454	41	5	service	service	NOUN
atssr-1454	41	6	over	over	ADV
atssr-1454	41	7	and	and	CCONJ
atssr-1454	41	8	again	again	ADV
atssr-1454	41	9	neglects	neglect	VERB
atssr-1454	41	10	to	to	PART
atssr-1454	41	11	experience	experience	VERB
atssr-1454	41	12	the	the	DET
atssr-1454	41	13	customer	customer	NOUN
atssr-1454	41	14	’s	’s	PART
atssr-1454	41	15	expectations	expectation	NOUN
atssr-1454	41	16	it	it	PRON
atssr-1454	41	17	will	will	AUX
atssr-1454	41	18	be	be	AUX
atssr-1454	41	19	seen	see	VERB
atssr-1454	41	20	as	as	ADP
atssr-1454	41	21	poor	poor	ADJ
atssr-1454	41	22	service	service	NOUN
atssr-1454	41	23	.	.	PUNCT
atssr-1454	42	1	furthermore	furthermore	ADV
atssr-1454	42	2	,	,	PUNCT
atssr-1454	42	3	in	in	ADP
atssr-1454	42	4	services	service	NOUN
atssr-1454	42	5	customers	customer	NOUN
atssr-1454	42	6	assess	assess	VERB
atssr-1454	42	7	the	the	DET
atssr-1454	42	8	service	service	NOUN
atssr-1454	42	9	procedure	procedure	NOUN
atssr-1454	42	10	and	and	CCONJ
atssr-1454	42	11	additionally	additionally	ADV
atssr-1454	42	12	the	the	DET
atssr-1454	42	13	ultimate	ultimate	ADJ
atssr-1454	42	14	result	result	NOUN
atssr-1454	42	15	(	(	PUNCT
atssr-1454	42	16	hoffman	hoffman	NOUN
atssr-1454	42	17	and	and	CCONJ
atssr-1454	42	18	bateson	bateson	PROPN
atssr-1454	42	19	,	,	PUNCT
atssr-1454	42	20	2006	2006	NUM
atssr-1454	42	21	)	)	PUNCT
atssr-1454	42	22	.	.	PUNCT
atssr-1454	43	1	on	on	ADP
atssr-1454	43	2	account	account	NOUN
atssr-1454	43	3	of	of	ADP
atssr-1454	43	4	transport	transport	NOUN
atssr-1454	43	5	travel	travel	NOUN
atssr-1454	43	6	,	,	PUNCT
atssr-1454	43	7	that	that	PRON
atssr-1454	43	8	will	will	AUX
atssr-1454	43	9	be	be	AUX
atssr-1454	43	10	whether	whether	SCONJ
atssr-1454	43	11	the	the	DET
atssr-1454	43	12	transport	transport	NOUN
atssr-1454	43	13	leaves	leave	VERB
atssr-1454	43	14	on	on	ADP
atssr-1454	43	15	an	an	DET
atssr-1454	43	16	opportune	opportune	ADJ
atssr-1454	43	17	way	way	NOUN
atssr-1454	43	18	,	,	PUNCT
atssr-1454	43	19	how	how	SCONJ
atssr-1454	43	20	smooth	smooth	ADJ
atssr-1454	43	21	the	the	DET
atssr-1454	43	22	excursion	excursion	NOUN
atssr-1454	43	23	was	be	AUX
atssr-1454	43	24	,	,	PUNCT
atssr-1454	43	25	the	the	DET
atssr-1454	43	26	manner	manner	NOUN
atssr-1454	43	27	by	by	ADP
atssr-1454	43	28	which	which	PRON
atssr-1454	43	29	lovely	lovely	VERB
atssr-1454	43	30	the	the	DET
atssr-1454	43	31	experience	experience	NOUN
atssr-1454	43	32	with	with	ADP
atssr-1454	43	33	the	the	DET
atssr-1454	43	34	transport	transport	NOUN
atssr-1454	43	35	conductor	conductor	NOUN
atssr-1454	43	36	was	be	AUX
atssr-1454	43	37	and	and	CCONJ
atssr-1454	43	38	on	on	ADP
atssr-1454	43	39	the	the	DET
atssr-1454	43	40	off	off	ADJ
atssr-1454	43	41	chance	chance	NOUN
atssr-1454	43	42	that	that	SCONJ
atssr-1454	43	43	they	they	PRON
atssr-1454	43	44	landed	land	VERB
atssr-1454	43	45	at	at	ADP
atssr-1454	43	46	their	their	PRON
atssr-1454	43	47	last	last	ADJ
atssr-1454	43	48	goal	goal	NOUN
atssr-1454	43	49	on	on	ADP
atssr-1454	43	50	time	time	NOUN
atssr-1454	43	51	.	.	PUNCT
atssr-1454	44	1	other	other	ADJ
atssr-1454	44	2	illuminated	illuminated	NOUN
atssr-1454	44	3	of	of	ADP
atssr-1454	44	4	parasuraman	parasuraman	NOUN
atssr-1454	44	5	,	,	PUNCT
atssr-1454	44	6	zeithaml	zeithaml	NOUN
atssr-1454	44	7	and	and	CCONJ
atssr-1454	44	8	berry	berry	NOUN
atssr-1454	44	9	(	(	PUNCT
atssr-1454	44	10	1985	1985	NUM
atssr-1454	44	11	)	)	PUNCT
atssr-1454	44	12	battled	battle	VERB
atssr-1454	44	13	that	that	SCONJ
atssr-1454	44	14	"	"	PUNCT
atssr-1454	44	15	a	a	DET
atssr-1454	44	16	company	company	NOUN
atssr-1454	44	17	can	can	AUX
atssr-1454	44	18	finish	finish	VERB
atssr-1454	44	19	a	a	DET
atssr-1454	44	20	strong	strong	ADJ
atssr-1454	44	21	reputation	reputation	NOUN
atssr-1454	44	22	for	for	ADP
atssr-1454	44	23	quality	quality	NOUN
atssr-1454	44	24	service	service	NOUN
atssr-1454	44	25	exactly	exactly	ADV
atssr-1454	44	26	when	when	SCONJ
atssr-1454	44	27	it	it	PRON
atssr-1454	44	28	dependably	dependably	ADV
atssr-1454	44	29	meets	meet	VERB
atssr-1454	44	30	customer	customer	NOUN
atssr-1454	44	31	expectation	expectation	NOUN
atssr-1454	44	32	"	"	PUNCT
atssr-1454	44	33	.	.	PUNCT
atssr-1454	45	1	in	in	ADP
atssr-1454	45	2	any	any	DET
atssr-1454	45	3	case	case	NOUN
atssr-1454	45	4	,	,	PUNCT
atssr-1454	45	5	there	there	PRON
atssr-1454	45	6	are	be	VERB
atssr-1454	45	7	constantly	constantly	ADV
atssr-1454	45	8	crevices	crevice	NOUN
atssr-1454	45	9	between	between	ADP
atssr-1454	45	10	the	the	DET
atssr-1454	45	11	refinements	refinement	NOUN
atssr-1454	45	12	of	of	ADP
atssr-1454	45	13	acceptances	acceptance	NOUN
atssr-1454	45	14	and	and	CCONJ
atssr-1454	45	15	expectation	expectation	NOUN
atssr-1454	45	16	among	among	ADP
atssr-1454	45	17	contrasting	contrast	VERB
atssr-1454	45	18	endeavours	endeavour	NOUN
atssr-1454	45	19	in	in	ADP
atssr-1454	45	20	the	the	DET
atssr-1454	45	21	midst	midst	NOUN
atssr-1454	45	22	of	of	ADP
atssr-1454	45	23	the	the	DET
atssr-1454	45	24	service	service	NOUN
atssr-1454	45	25	methodology	methodology	NOUN
atssr-1454	45	26	.	.	PUNCT
atssr-1454	46	1	as	as	SCONJ
atssr-1454	46	2	indicated	indicate	VERB
atssr-1454	46	3	by	by	ADP
atssr-1454	46	4	(	(	PUNCT
atssr-1454	46	5	candido	candido	PROPN
atssr-1454	46	6	and	and	CCONJ
atssr-1454	46	7	morris	morris	PROPN
atssr-1454	46	8	,	,	PUNCT
atssr-1454	46	9	2000	2000	NUM
atssr-1454	46	10	)	)	PUNCT
atssr-1454	46	11	proposed	propose	VERB
atssr-1454	46	12	five	five	NUM
atssr-1454	46	13	gaps	gap	NOUN
atssr-1454	46	14	crevices	crevice	NOUN
atssr-1454	46	15	as	as	SCONJ
atssr-1454	46	16	take	take	VERB
atssr-1454	46	17	after	after	ADV
atssr-1454	46	18	:	:	PUNCT
atssr-1454	46	19	gap	gap	NOUN
atssr-1454	46	20	1	1	NUM
atssr-1454	46	21	is	be	AUX
atssr-1454	46	22	the	the	DET
atssr-1454	46	23	hole	hole	NOUN
atssr-1454	46	24	between	between	ADP
atssr-1454	46	25	customer	customer	NOUN
atssr-1454	46	26	perception	perception	NOUN
atssr-1454	46	27	and	and	CCONJ
atssr-1454	46	28	management	management	NOUN
atssr-1454	46	29	's	's	PART
atssr-1454	46	30	perception	perception	NOUN
atssr-1454	46	31	of	of	ADP
atssr-1454	46	32	service	service	NOUN
atssr-1454	46	33	;	;	PUNCT
atssr-1454	46	34	gap	gap	NOUN
atssr-1454	46	35	2	2	NUM
atssr-1454	46	36	is	be	AUX
atssr-1454	46	37	the	the	DET
atssr-1454	46	38	hole	hole	NOUN
atssr-1454	46	39	between	between	ADP
atssr-1454	46	40	customer	customer	NOUN
atssr-1454	46	41	-	-	PUNCT
atssr-1454	46	42	driven	drive	VERB
atssr-1454	46	43	service	service	NOUN
atssr-1454	46	44	plans	plan	NOUN
atssr-1454	46	45	and	and	CCONJ
atssr-1454	46	46	gauges	gauge	NOUN
atssr-1454	46	47	,	,	PUNCT
atssr-1454	46	48	and	and	CCONJ
atssr-1454	46	49	management	management	NOUN
atssr-1454	46	50	perceptions	perception	NOUN
atssr-1454	46	51	of	of	ADP
atssr-1454	46	52	customer	customer	NOUN
atssr-1454	46	53	expectation	expectation	NOUN
atssr-1454	46	54	;	;	PUNCT
atssr-1454	46	55	gap	gap	NOUN
atssr-1454	46	56	3	3	NUM
atssr-1454	46	57	is	be	AUX
atssr-1454	46	58	the	the	DET
atssr-1454	46	59	hole	hole	NOUN
atssr-1454	46	60	between	between	ADP
atssr-1454	46	61	customer	customer	NOUN
atssr-1454	46	62	driven	drive	VERB
atssr-1454	46	63	outlines	outline	NOUN
atssr-1454	46	64	and	and	CCONJ
atssr-1454	46	65	norms	norm	NOUN
atssr-1454	46	66	and	and	CCONJ
atssr-1454	46	67	service	service	NOUN
atssr-1454	46	68	delivery	delivery	NOUN
atssr-1454	46	69	;	;	PUNCT
atssr-1454	46	70	gap	gap	NOUN
atssr-1454	46	71	4	4	NUM
atssr-1454	46	72	is	be	AUX
atssr-1454	46	73	the	the	DET
atssr-1454	46	74	hole	hole	NOUN
atssr-1454	46	75	between	between	ADP
atssr-1454	46	76	service	service	NOUN
atssr-1454	46	77	delivery	delivery	NOUN
atssr-1454	46	78	and	and	CCONJ
atssr-1454	46	79	outer	outer	ADJ
atssr-1454	46	80	correspondences	correspondence	NOUN
atssr-1454	46	81	to	to	ADP
atssr-1454	46	82	customers	customer	NOUN
atssr-1454	46	83	;	;	PUNCT
atssr-1454	46	84	and	and	CCONJ
atssr-1454	46	85	gap	gap	NOUN
atssr-1454	46	86	5	5	NUM
atssr-1454	46	87	is	be	AUX
atssr-1454	46	88	the	the	DET
atssr-1454	46	89	structure	structure	NOUN
atssr-1454	46	90	of	of	ADP
atssr-1454	46	91	the	the	DET
atssr-1454	46	92	other	other	ADJ
atssr-1454	46	93	four	four	NUM
atssr-1454	46	94	gaps	gap	NOUN
atssr-1454	46	95	`	`	PUNCT
atssr-1454	46	96	disagreement	disagreement	NOUN
atssr-1454	46	97	that	that	PRON
atssr-1454	46	98	suggested	suggest	VERB
atssr-1454	46	99	the	the	PRON
atssr-1454	46	100	between	between	ADP
atssr-1454	46	101	service	service	NOUN
atssr-1454	46	102	quality`s	quality`s	PRON
atssr-1454	46	103	expectation	expectation	NOUN
atssr-1454	46	104	and	and	CCONJ
atssr-1454	46	105	perception	perception	NOUN
atssr-1454	46	106	.	.	PUNCT
atssr-1454	47	1	figure-1	figure-1	NOUN
atssr-1454	47	2	.	.	PUNCT
atssr-1454	48	1	the	the	DET
atssr-1454	48	2	model	model	NOUN
atssr-1454	48	3	of	of	ADP
atssr-1454	48	4	gaps	gap	NOUN
atssr-1454	48	5	.	.	PUNCT
atssr-1454	49	1	source	source	NOUN
atssr-1454	49	2	:	:	PUNCT
atssr-1454	49	3	parasuraman	parasuraman	NOUN
atssr-1454	49	4	,	,	PUNCT
atssr-1454	49	5	zeithaml	zeithaml	NOUN
atssr-1454	49	6	and	and	CCONJ
atssr-1454	49	7	berry	berry	NOUN
atssr-1454	49	8	(	(	PUNCT
atssr-1454	49	9	1988	1988	NUM
atssr-1454	49	10	)	)	PUNCT
atssr-1454	49	11	.	.	PUNCT
atssr-1454	50	1	2.2	2.2	NUM
atssr-1454	50	2	.	.	PUNCT
atssr-1454	50	3	customer	customer	NOUN
atssr-1454	50	4	expectation	expectation	NOUN
atssr-1454	50	5	there	there	PRON
atssr-1454	50	6	are	be	VERB
atssr-1454	50	7	many	many	ADJ
atssr-1454	50	8	reviews	review	NOUN
atssr-1454	50	9	on	on	ADP
atssr-1454	50	10	"	"	PUNCT
atssr-1454	50	11	customer	customer	NOUN
atssr-1454	50	12	expectation	expectation	NOUN
atssr-1454	50	13	"	"	PUNCT
atssr-1454	50	14	to	to	PART
atssr-1454	50	15	figure	figure	VERB
atssr-1454	50	16	out	out	ADP
atssr-1454	50	17	what	what	PRON
atssr-1454	50	18	customers	customer	NOUN
atssr-1454	50	19	truly	truly	ADV
atssr-1454	50	20	require	require	VERB
atssr-1454	50	21	,	,	PUNCT
atssr-1454	50	22	so	so	SCONJ
atssr-1454	50	23	that	that	SCONJ
atssr-1454	50	24	business	business	NOUN
atssr-1454	50	25	operations	operation	NOUN
atssr-1454	50	26	can	can	AUX
atssr-1454	50	27	quickly	quickly	ADV
atssr-1454	50	28	offer	offer	VERB
atssr-1454	50	29	the	the	DET
atssr-1454	50	30	products	product	NOUN
atssr-1454	50	31	and	and	CCONJ
atssr-1454	50	32	service	service	NOUN
atssr-1454	50	33	that	that	PRON
atssr-1454	50	34	can	can	AUX
atssr-1454	50	35	take	take	VERB
atssr-1454	50	36	care	care	NOUN
atssr-1454	50	37	of	of	ADP
atssr-1454	50	38	customers	customer	NOUN
atssr-1454	50	39	`	`	PART
atssr-1454	50	40	needs	need	NOUN
atssr-1454	50	41	and	and	CCONJ
atssr-1454	50	42	asian	asian	ADJ
atssr-1454	50	43	themes	theme	NOUN
atssr-1454	50	44	in	in	ADP
atssr-1454	50	45	social	social	ADJ
atssr-1454	50	46	sciences	science	NOUN
atssr-1454	50	47	research	research	NOUN
atssr-1454	50	48	2018	2018	NUM
atssr-1454	50	49	,	,	PUNCT
atssr-1454	50	50	vol	vol	NOUN
atssr-1454	50	51	.	.	PROPN
atssr-1454	50	52	1	1	NUM
atssr-1454	50	53	,	,	PUNCT
atssr-1454	50	54	no	no	INTJ
atssr-1454	50	55	.	.	NOUN
atssr-1454	50	56	1	1	NUM
atssr-1454	50	57	,	,	PUNCT
atssr-1454	50	58	pp	pp	ADJ
atssr-1454	50	59	.	.	PUNCT
atssr-1454	51	1	21	21	NUM
atssr-1454	51	2	-	-	SYM
atssr-1454	51	3	27	27	NUM
atssr-1454	51	4	23	23	NUM
atssr-1454	51	5	©	©	PROPN
atssr-1454	51	6	2018	2018	NUM
atssr-1454	51	7	by	by	ADP
atssr-1454	51	8	the	the	DET
atssr-1454	51	9	authors	author	NOUN
atssr-1454	51	10	;	;	PUNCT
atssr-1454	51	11	licensee	licensee	VERB
atssr-1454	51	12	online	online	ADJ
atssr-1454	51	13	academic	academic	ADJ
atssr-1454	51	14	press	press	NOUN
atssr-1454	51	15	,	,	PUNCT
atssr-1454	51	16	usa	usa	PROPN
atssr-1454	51	17	demand	demand	NOUN
atssr-1454	51	18	.	.	PUNCT
atssr-1454	52	1	pervious	pervious	ADJ
atssr-1454	52	2	research	research	NOUN
atssr-1454	52	3	said	say	VERB
atssr-1454	52	4	expectation	expectation	NOUN
atssr-1454	52	5	as	as	ADP
atssr-1454	52	6	"	"	PUNCT
atssr-1454	52	7	desires	desire	NOUN
atssr-1454	52	8	or	or	CCONJ
atssr-1454	52	9	needs	need	NOUN
atssr-1454	52	10	of	of	ADP
atssr-1454	52	11	customers	customer	NOUN
atssr-1454	52	12	which	which	PRON
atssr-1454	52	13	are	be	AUX
atssr-1454	52	14	what	what	PRON
atssr-1454	52	15	they	they	PRON
atssr-1454	52	16	feel	feel	VERB
atssr-1454	52	17	a	a	DET
atssr-1454	52	18	service	service	NOUN
atssr-1454	52	19	provider	provider	NOUN
atssr-1454	52	20	ought	ought	AUX
atssr-1454	52	21	to	to	PART
atssr-1454	52	22	offer	offer	VERB
atssr-1454	52	23	instead	instead	ADV
atssr-1454	52	24	of	of	ADP
atssr-1454	52	25	would	would	AUX
atssr-1454	52	26	offer	offer	VERB
atssr-1454	52	27	"	"	PUNCT
atssr-1454	52	28	(	(	PUNCT
atssr-1454	52	29	parasuraman	parasuraman	NOUN
atssr-1454	52	30	,	,	PUNCT
atssr-1454	52	31	zeithaml	zeithaml	PROPN
atssr-1454	52	32	and	and	CCONJ
atssr-1454	52	33	berry	berry	NOUN
atssr-1454	52	34	,	,	PUNCT
atssr-1454	52	35	1988	1988	NUM
atssr-1454	52	36	)	)	PUNCT
atssr-1454	52	37	;	;	PUNCT
atssr-1454	52	38	as	as	SCONJ
atssr-1454	52	39	the	the	DET
atssr-1454	52	40	customers	customer	NOUN
atssr-1454	52	41	`	`	PUNCT
atssr-1454	52	42	past	past	ADJ
atssr-1454	52	43	experience	experience	NOUN
atssr-1454	52	44	will	will	AUX
atssr-1454	52	45	probably	probably	ADV
atssr-1454	52	46	influence	influence	VERB
atssr-1454	52	47	their	their	PRON
atssr-1454	52	48	future	future	ADJ
atssr-1454	52	49	expectation	expectation	NOUN
atssr-1454	52	50	(	(	PUNCT
atssr-1454	52	51	zeithaml	zeithaml	NOUN
atssr-1454	52	52	,	,	PUNCT
atssr-1454	52	53	berry	berry	NOUN
atssr-1454	52	54	and	and	CCONJ
atssr-1454	52	55	parasuraman	parasuraman	NOUN
atssr-1454	52	56	,	,	PUNCT
atssr-1454	52	57	1993	1993	NUM
atssr-1454	52	58	)	)	PUNCT
atssr-1454	52	59	.	.	PUNCT
atssr-1454	53	1	in	in	ADP
atssr-1454	53	2	this	this	DET
atssr-1454	53	3	manner	manner	NOUN
atssr-1454	53	4	,	,	PUNCT
atssr-1454	53	5	their	their	PRON
atssr-1454	53	6	past	past	ADJ
atssr-1454	53	7	experience	experience	NOUN
atssr-1454	53	8	will	will	AUX
atssr-1454	53	9	,	,	PUNCT
atssr-1454	53	10	in	in	ADP
atssr-1454	53	11	somehow	somehow	ADV
atssr-1454	53	12	,	,	PUNCT
atssr-1454	53	13	impact	impact	VERB
atssr-1454	53	14	their	their	PRON
atssr-1454	53	15	future	future	ADJ
atssr-1454	53	16	expectation	expectation	NOUN
atssr-1454	53	17	;	;	PUNCT
atssr-1454	53	18	moreover	moreover	ADV
atssr-1454	53	19	,	,	PUNCT
atssr-1454	53	20	the	the	DET
atssr-1454	53	21	:	:	PUNCT
atssr-1454	53	22	expectation	expectation	NOUN
atssr-1454	53	23	-	-	PUNCT
atssr-1454	53	24	satisfaction	satisfaction	NOUN
atssr-1454	53	25	relationship	relationship	NOUN
atssr-1454	53	26	"	"	PUNCT
atssr-1454	53	27	likewise	likewise	ADV
atssr-1454	53	28	impacts	impact	VERB
atssr-1454	53	29	the	the	DET
atssr-1454	53	30	customers	customer	NOUN
atssr-1454	53	31	`	`	PART
atssr-1454	53	32	decision	decision	NOUN
atssr-1454	53	33	making	make	VERB
atssr-1454	53	34	whether	whether	SCONJ
atssr-1454	53	35	to	to	PART
atssr-1454	53	36	use	use	VERB
atssr-1454	53	37	or	or	CCONJ
atssr-1454	53	38	not	not	PART
atssr-1454	53	39	to	to	PART
atssr-1454	53	40	use	use	VERB
atssr-1454	53	41	the	the	DET
atssr-1454	53	42	service	service	NOUN
atssr-1454	53	43	once	once	ADV
atssr-1454	53	44	more	more	ADV
atssr-1454	53	45	,	,	PUNCT
atssr-1454	53	46	contingent	contingent	ADJ
atssr-1454	53	47	upon	upon	SCONJ
atssr-1454	53	48	their	their	PRON
atssr-1454	53	49	positive	positive	ADJ
atssr-1454	53	50	or	or	CCONJ
atssr-1454	53	51	negative	negative	ADJ
atssr-1454	53	52	past	past	ADJ
atssr-1454	53	53	understanding	understanding	NOUN
atssr-1454	53	54	.	.	PUNCT
atssr-1454	54	1	at	at	ADP
atssr-1454	54	2	the	the	DET
atssr-1454	54	3	end	end	NOUN
atssr-1454	54	4	of	of	ADP
atssr-1454	54	5	the	the	DET
atssr-1454	54	6	day	day	NOUN
atssr-1454	54	7	,	,	PUNCT
atssr-1454	54	8	customers	customer	NOUN
atssr-1454	54	9	'	'	PART
atssr-1454	54	10	expectations	expectation	NOUN
atssr-1454	54	11	influence	influence	VERB
atssr-1454	54	12	the	the	DET
atssr-1454	54	13	arrangement	arrangement	NOUN
atssr-1454	54	14	of	of	ADP
atssr-1454	54	15	their	their	PRON
atssr-1454	54	16	satisfaction	satisfaction	NOUN
atssr-1454	54	17	inside	inside	ADP
atssr-1454	54	18	discriminative	discriminative	NOUN
atssr-1454	54	19	circumstances	circumstance	NOUN
atssr-1454	54	20	and	and	CCONJ
atssr-1454	54	21	furthermore	furthermore	ADV
atssr-1454	54	22	the	the	DET
atssr-1454	54	23	expectation	expectation	NOUN
atssr-1454	54	24	is	be	AUX
atssr-1454	54	25	some	some	PRON
atssr-1454	54	26	of	of	ADP
atssr-1454	54	27	the	the	DET
atssr-1454	54	28	time	time	NOUN
atssr-1454	54	29	more	more	ADV
atssr-1454	54	30	significant	significant	ADJ
atssr-1454	54	31	just	just	ADV
atssr-1454	54	32	when	when	SCONJ
atssr-1454	54	33	they	they	PRON
atssr-1454	54	34	are	be	AUX
atssr-1454	54	35	unambiguous	unambiguous	ADJ
atssr-1454	54	36	(	(	PUNCT
atssr-1454	54	37	nyer	nyer	PROPN
atssr-1454	54	38	,	,	PUNCT
atssr-1454	54	39	1996	1996	NUM
atssr-1454	54	40	)	)	PUNCT
atssr-1454	54	41	.	.	PUNCT
atssr-1454	55	1	after	after	SCONJ
atssr-1454	55	2	customer	customer	NOUN
atssr-1454	55	3	experienced	experience	VERB
atssr-1454	55	4	great	great	ADJ
atssr-1454	55	5	service	service	NOUN
atssr-1454	55	6	,	,	PUNCT
atssr-1454	55	7	they	they	PRON
atssr-1454	55	8	would	would	AUX
atssr-1454	55	9	inform	inform	VERB
atssr-1454	55	10	other	other	ADJ
atssr-1454	55	11	regarding	regard	VERB
atssr-1454	55	12	the	the	DET
atssr-1454	55	13	service	service	NOUN
atssr-1454	55	14	quality	quality	NOUN
atssr-1454	55	15	of	of	ADP
atssr-1454	55	16	the	the	DET
atssr-1454	55	17	supplier	supplier	NOUN
atssr-1454	55	18	.	.	PUNCT
atssr-1454	56	1	thus	thus	ADV
atssr-1454	56	2	,	,	PUNCT
atssr-1454	56	3	if	if	SCONJ
atssr-1454	56	4	service	service	NOUN
atssr-1454	56	5	providers	provider	NOUN
atssr-1454	56	6	comprehend	comprehend	VERB
atssr-1454	56	7	their	their	PRON
atssr-1454	56	8	customer`s	customer`s	NOUN
atssr-1454	56	9	preference	preference	NOUN
atssr-1454	56	10	along	along	ADP
atssr-1454	56	11	service	service	NOUN
atssr-1454	56	12	quality	quality	NOUN
atssr-1454	56	13	estimations	estimation	NOUN
atssr-1454	56	14	and	and	CCONJ
atssr-1454	56	15	staying	stay	VERB
atssr-1454	56	16	to	to	PART
atssr-1454	56	17	give	give	VERB
atssr-1454	56	18	some	some	DET
atssr-1454	56	19	quality	quality	NOUN
atssr-1454	56	20	of	of	ADP
atssr-1454	56	21	service	service	NOUN
atssr-1454	56	22	which	which	PRON
atssr-1454	56	23	will	will	AUX
atssr-1454	56	24	precisely	precisely	ADV
atssr-1454	56	25	diminish	diminish	VERB
atssr-1454	56	26	the	the	DET
atssr-1454	56	27	gaps	gap	NOUN
atssr-1454	56	28	in	in	ADP
atssr-1454	56	29	service	service	NOUN
atssr-1454	56	30	quality	quality	NOUN
atssr-1454	56	31	between	between	ADP
atssr-1454	56	32	customers	customer	NOUN
atssr-1454	56	33	and	and	CCONJ
atssr-1454	56	34	satisfied	satisfied	ADJ
atssr-1454	56	35	by	by	ADP
atssr-1454	56	36	the	the	DET
atssr-1454	56	37	service	service	NOUN
atssr-1454	56	38	providers	provider	NOUN
atssr-1454	56	39	those	those	DET
atssr-1454	56	40	great	great	ADJ
atssr-1454	56	41	words	word	NOUN
atssr-1454	56	42	from	from	ADP
atssr-1454	56	43	the	the	DET
atssr-1454	56	44	customer`s	customer`s	NOUN
atssr-1454	56	45	preference	preference	NOUN
atssr-1454	56	46	on	on	ADP
atssr-1454	56	47	service	service	NOUN
atssr-1454	56	48	quality	quality	NOUN
atssr-1454	56	49	will	will	AUX
atssr-1454	56	50	acquire	acquire	VERB
atssr-1454	56	51	unwaveringness	unwaveringness	NOUN
atssr-1454	56	52	from	from	ADP
atssr-1454	56	53	the	the	DET
atssr-1454	56	54	other	other	ADJ
atssr-1454	56	55	service	service	NOUN
atssr-1454	56	56	users	user	NOUN
atssr-1454	56	57	(	(	PUNCT
atssr-1454	56	58	manjunatha	manjunatha	X
atssr-1454	56	59	and	and	CCONJ
atssr-1454	56	60	shivalingaiah	shivalingaiah	PROPN
atssr-1454	56	61	,	,	PUNCT
atssr-1454	56	62	2004	2004	NUM
atssr-1454	56	63	)	)	PUNCT
atssr-1454	56	64	.	.	PUNCT
atssr-1454	57	1	as	as	ADP
atssr-1454	57	2	per	per	ADP
atssr-1454	57	3	,	,	PUNCT
atssr-1454	57	4	hong	hong	PROPN
atssr-1454	57	5	kong	kong	PROPN
atssr-1454	57	6	association	association	PROPN
atssr-1454	57	7	in	in	ADP
atssr-1454	57	8	2001	2001	NUM
atssr-1454	57	9	gave	give	VERB
atssr-1454	57	10	the	the	DET
atssr-1454	57	11	customer	customer	NOUN
atssr-1454	57	12	service	service	NOUN
atssr-1454	57	13	excellence	excellence	NOUN
atssr-1454	57	14	as	as	SCONJ
atssr-1454	57	15	follow	follow	VERB
atssr-1454	57	16	:	:	PUNCT
atssr-1454	57	17	(	(	PUNCT
atssr-1454	57	18	1	1	X
atssr-1454	57	19	)	)	PUNCT
atssr-1454	57	20	interview	interview	NOUN
atssr-1454	57	21	staff	staff	NOUN
atssr-1454	57	22	at	at	ADP
atssr-1454	57	23	basic	basic	ADJ
atssr-1454	57	24	process	process	NOUN
atssr-1454	57	25	regions	region	NOUN
atssr-1454	57	26	or	or	CCONJ
atssr-1454	57	27	lead	lead	VERB
atssr-1454	57	28	inside	inside	ADP
atssr-1454	57	29	and	and	CCONJ
atssr-1454	57	30	out	out	ADP
atssr-1454	57	31	interviews	interview	NOUN
atssr-1454	57	32	with	with	ADP
atssr-1454	57	33	customer	customer	NOUN
atssr-1454	57	34	to	to	PART
atssr-1454	57	35	outline	outline	VERB
atssr-1454	57	36	questionnaire	questionnaire	NOUN
atssr-1454	57	37	before	before	ADP
atssr-1454	57	38	directing	direct	VERB
atssr-1454	57	39	overview	overview	NOUN
atssr-1454	57	40	;	;	PUNCT
atssr-1454	57	41	(	(	PUNCT
atssr-1454	57	42	2	2	X
atssr-1454	57	43	)	)	PUNCT
atssr-1454	57	44	typical	typical	ADJ
atssr-1454	57	45	point	point	NOUN
atssr-1454	57	46	canvassed	canvass	VERB
atssr-1454	57	47	in	in	ADP
atssr-1454	57	48	a	a	DET
atssr-1454	57	49	customer	customer	NOUN
atssr-1454	57	50	satisfaction	satisfaction	NOUN
atssr-1454	57	51	overview	overview	NOUN
atssr-1454	57	52	which	which	PRON
atssr-1454	57	53	incorporates	incorporate	VERB
atssr-1454	57	54	(	(	PUNCT
atssr-1454	57	55	overall	overall	ADJ
atssr-1454	57	56	satisfaction	satisfaction	NOUN
atssr-1454	57	57	,	,	PUNCT
atssr-1454	57	58	performance	performance	NOUN
atssr-1454	57	59	of	of	ADP
atssr-1454	57	60	forefront	forefront	NOUN
atssr-1454	57	61	staff	staff	NOUN
atssr-1454	57	62	,	,	PUNCT
atssr-1454	57	63	punctuality	punctuality	NOUN
atssr-1454	57	64	and	and	CCONJ
atssr-1454	57	65	appearance	appearance	NOUN
atssr-1454	57	66	,	,	PUNCT
atssr-1454	57	67	service	service	NOUN
atssr-1454	57	68	skill	skill	NOUN
atssr-1454	57	69	,	,	PUNCT
atssr-1454	57	70	enthusiasm	enthusiasm	NOUN
atssr-1454	57	71	,	,	PUNCT
atssr-1454	57	72	tidiness	tidiness	NOUN
atssr-1454	57	73	and	and	CCONJ
atssr-1454	57	74	cleanliness	cleanliness	NOUN
atssr-1454	57	75	after	after	ADP
atssr-1454	57	76	work	work	NOUN
atssr-1454	57	77	,	,	PUNCT
atssr-1454	57	78	level	level	NOUN
atssr-1454	57	79	of	of	ADP
atssr-1454	57	80	bolster	bolster	NOUN
atssr-1454	57	81	gave	give	VERB
atssr-1454	57	82	,	,	PUNCT
atssr-1454	57	83	decision	decision	NOUN
atssr-1454	57	84	to	to	PART
atssr-1454	57	85	keep	keep	VERB
atssr-1454	57	86	on	on	ADP
atssr-1454	57	87	purchasing	purchase	VERB
atssr-1454	57	88	products	product	NOUN
atssr-1454	57	89	/	/	SYM
atssr-1454	57	90	service	service	NOUN
atssr-1454	57	91	,	,	PUNCT
atssr-1454	57	92	and	and	CCONJ
atssr-1454	57	93	comparison	comparison	NOUN
atssr-1454	57	94	of	of	ADP
atssr-1454	57	95	products	product	NOUN
atssr-1454	57	96	/	/	SYM
atssr-1454	57	97	service	service	NOUN
atssr-1454	57	98	with	with	ADP
atssr-1454	57	99	contenders	contender	NOUN
atssr-1454	57	100	.	.	PUNCT
atssr-1454	57	101	)	)	PUNCT
atssr-1454	57	102	;	;	PUNCT
atssr-1454	57	103	(	(	PUNCT
atssr-1454	57	104	3	3	X
atssr-1454	57	105	)	)	PUNCT
atssr-1454	57	106	design	design	VERB
atssr-1454	57	107	a	a	DET
atssr-1454	57	108	criticism	criticism	NOUN
atssr-1454	57	109	and	and	CCONJ
atssr-1454	57	110	request	request	VERB
atssr-1454	57	111	that	that	SCONJ
atssr-1454	57	112	customer	customer	NOUN
atssr-1454	57	113	rate	rate	NOUN
atssr-1454	57	114	service	service	NOUN
atssr-1454	57	115	quality	quality	NOUN
atssr-1454	57	116	customer	customer	NOUN
atssr-1454	57	117	satisfaction	satisfaction	NOUN
atssr-1454	57	118	;	;	PUNCT
atssr-1454	57	119	and	and	CCONJ
atssr-1454	57	120	(	(	PUNCT
atssr-1454	57	121	4	4	X
atssr-1454	57	122	)	)	PUNCT
atssr-1454	57	123	use	use	VERB
atssr-1454	57	124	a	a	DET
atssr-1454	57	125	specialist	specialist	NOUN
atssr-1454	57	126	to	to	PART
atssr-1454	57	127	outline	outline	VERB
atssr-1454	57	128	and	and	CCONJ
atssr-1454	57	129	,	,	PUNCT
atssr-1454	57	130	if	if	SCONJ
atssr-1454	57	131	fundamental	fundamental	ADJ
atssr-1454	57	132	,	,	PUNCT
atssr-1454	57	133	direct	direct	VERB
atssr-1454	57	134	a	a	DET
atssr-1454	57	135	study	study	NOUN
atssr-1454	57	136	.	.	PUNCT
atssr-1454	58	1	these	these	PRON
atssr-1454	58	2	are	be	AUX
atssr-1454	58	3	four	four	NUM
atssr-1454	58	4	treks	trek	NOUN
atssr-1454	58	5	to	to	PART
atssr-1454	58	6	comprehend	comprehend	VERB
atssr-1454	58	7	the	the	DET
atssr-1454	58	8	customer	customer	NOUN
atssr-1454	58	9	need	need	NOUN
atssr-1454	58	10	and	and	CCONJ
atssr-1454	58	11	expectation	expectation	NOUN
atssr-1454	58	12	which	which	PRON
atssr-1454	58	13	is	be	AUX
atssr-1454	58	14	the	the	DET
atssr-1454	58	15	fundamental	fundamental	ADJ
atssr-1454	58	16	methodology	methodology	NOUN
atssr-1454	58	17	for	for	ADP
atssr-1454	58	18	the	the	DET
atssr-1454	58	19	transportation	transportation	NOUN
atssr-1454	58	20	service	service	NOUN
atssr-1454	58	21	provider	provider	NOUN
atssr-1454	58	22	as	as	SCONJ
atssr-1454	58	23	it	it	PRON
atssr-1454	58	24	can	can	AUX
atssr-1454	58	25	help	help	VERB
atssr-1454	58	26	in	in	ADP
atssr-1454	58	27	keeping	keep	VERB
atssr-1454	58	28	the	the	DET
atssr-1454	58	29	organization	organization	NOUN
atssr-1454	58	30	from	from	ADP
atssr-1454	58	31	getting	get	VERB
atssr-1454	58	32	dissensions	dissension	NOUN
atssr-1454	58	33	from	from	ADP
atssr-1454	58	34	those	those	DET
atssr-1454	58	35	customers	customer	NOUN
atssr-1454	58	36	who	who	PRON
atssr-1454	58	37	feel	feel	VERB
atssr-1454	58	38	disappointed	disappointed	ADJ
atssr-1454	58	39	.	.	PUNCT
atssr-1454	59	1	2.3	2.3	NUM
atssr-1454	59	2	.	.	PUNCT
atssr-1454	59	3	customer	customer	NOUN
atssr-1454	59	4	satisfaction	satisfaction	NOUN
atssr-1454	59	5	customer	customer	NOUN
atssr-1454	59	6	satisfaction	satisfaction	NOUN
atssr-1454	59	7	is	be	AUX
atssr-1454	59	8	a	a	DET
atssr-1454	59	9	key	key	ADJ
atssr-1454	59	10	component	component	NOUN
atssr-1454	59	11	of	of	ADP
atssr-1454	59	12	business	business	NOUN
atssr-1454	59	13	methodology	methodology	NOUN
atssr-1454	59	14	which	which	PRON
atssr-1454	59	15	determines	determine	VERB
atssr-1454	59	16	the	the	DET
atssr-1454	59	17	bearing	bearing	NOUN
atssr-1454	59	18	of	of	ADP
atssr-1454	59	19	service	service	NOUN
atssr-1454	59	20	performance	performance	NOUN
atssr-1454	59	21	.	.	PUNCT
atssr-1454	60	1	customer	customer	NOUN
atssr-1454	60	2	satisfaction	satisfaction	NOUN
atssr-1454	60	3	was	be	AUX
atssr-1454	60	4	given	give	VERB
atssr-1454	60	5	a	a	DET
atssr-1454	60	6	few	few	ADJ
atssr-1454	60	7	definitions	definition	NOUN
atssr-1454	60	8	which	which	PRON
atssr-1454	60	9	can	can	AUX
atssr-1454	60	10	be	be	AUX
atssr-1454	60	11	in	in	ADP
atssr-1454	60	12	various	various	ADJ
atssr-1454	60	13	circumstances	circumstance	NOUN
atssr-1454	60	14	and	and	CCONJ
atssr-1454	60	15	they	they	PRON
atssr-1454	60	16	are	be	AUX
atssr-1454	60	17	constantly	constantly	ADV
atssr-1454	60	18	identified	identify	VERB
atssr-1454	60	19	with	with	ADP
atssr-1454	60	20	both	both	DET
atssr-1454	60	21	products	product	NOUN
atssr-1454	60	22	and	and	CCONJ
atssr-1454	60	23	services	service	NOUN
atssr-1454	60	24	.	.	PUNCT
atssr-1454	61	1	the	the	DET
atssr-1454	61	2	customer	customer	NOUN
atssr-1454	61	3	satisfaction	satisfaction	NOUN
atssr-1454	61	4	was	be	AUX
atssr-1454	61	5	characterized	characterize	VERB
atssr-1454	61	6	as	as	ADP
atssr-1454	61	7	the	the	DET
atssr-1454	61	8	customer`s	customer`s	PROPN
atssr-1454	61	9	evaluation	evaluation	NOUN
atssr-1454	61	10	a	a	DET
atssr-1454	61	11	product	product	NOUN
atssr-1454	61	12	or	or	CCONJ
atssr-1454	61	13	service	service	NOUN
atssr-1454	61	14	as	as	ADV
atssr-1454	61	15	far	far	ADV
atssr-1454	61	16	as	as	SCONJ
atssr-1454	61	17	whether	whether	SCONJ
atssr-1454	61	18	that	that	DET
atssr-1454	61	19	product	product	NOUN
atssr-1454	61	20	or	or	CCONJ
atssr-1454	61	21	service	service	NOUN
atssr-1454	61	22	has	have	AUX
atssr-1454	61	23	addressed	address	VERB
atssr-1454	61	24	the	the	DET
atssr-1454	61	25	customer	customer	NOUN
atssr-1454	61	26	's	's	PART
atssr-1454	61	27	needs	need	NOUN
atssr-1454	61	28	and	and	CCONJ
atssr-1454	61	29	expectation	expectation	NOUN
atssr-1454	61	30	(	(	PUNCT
atssr-1454	61	31	alan	alan	PROPN
atssr-1454	61	32	,	,	PUNCT
atssr-1454	61	33	mary	mary	PROPN
atssr-1454	61	34	and	and	CCONJ
atssr-1454	61	35	dwayne	dwayne	PROPN
atssr-1454	61	36	2012	2012	NUM
atssr-1454	61	37	)	)	PUNCT
atssr-1454	61	38	;	;	PUNCT
atssr-1454	61	39	as	as	SCONJ
atssr-1454	61	40	indicated	indicate	VERB
atssr-1454	61	41	by	by	ADP
atssr-1454	61	42	them	they	PRON
atssr-1454	61	43	,	,	PUNCT
atssr-1454	61	44	there	there	PRON
atssr-1454	61	45	are	be	VERB
atssr-1454	61	46	variables	variable	NOUN
atssr-1454	61	47	that	that	SCONJ
atssr-1454	61	48	impact	impact	NOUN
atssr-1454	61	49	customer	customer	NOUN
atssr-1454	61	50	satisfaction	satisfaction	NOUN
atssr-1454	61	51	,	,	PUNCT
atssr-1454	61	52	for	for	ADP
atssr-1454	61	53	example	example	NOUN
atssr-1454	61	54	,	,	PUNCT
atssr-1454	61	55	product	product	NOUN
atssr-1454	61	56	/	/	SYM
atssr-1454	61	57	service	service	NOUN
atssr-1454	61	58	quality	quality	NOUN
atssr-1454	61	59	,	,	PUNCT
atssr-1454	61	60	perceptions	perception	NOUN
atssr-1454	61	61	of	of	ADP
atssr-1454	61	62	value	value	NOUN
atssr-1454	61	63	or	or	CCONJ
atssr-1454	61	64	reasonableness	reasonableness	NOUN
atssr-1454	61	65	,	,	PUNCT
atssr-1454	61	66	value	value	NOUN
atssr-1454	61	67	,	,	PUNCT
atssr-1454	61	68	individual	individual	ADJ
atssr-1454	61	69	elements	element	NOUN
atssr-1454	61	70	(	(	PUNCT
atssr-1454	61	71	buyer	buyer	NOUN
atssr-1454	61	72	's	's	PART
atssr-1454	61	73	mind	mind	NOUN
atssr-1454	61	74	-	-	PUNCT
atssr-1454	61	75	set	set	VERB
atssr-1454	61	76	or	or	CCONJ
atssr-1454	61	77	passionate	passionate	ADJ
atssr-1454	61	78	state	state	NOUN
atssr-1454	61	79	)	)	PUNCT
atssr-1454	61	80	,	,	PUNCT
atssr-1454	61	81	and	and	CCONJ
atssr-1454	61	82	different	different	ADJ
atssr-1454	61	83	purchasers	purchaser	NOUN
atssr-1454	61	84	et	et	NOUN
atssr-1454	61	85	cetera	cetera	NOUN
atssr-1454	61	86	.	.	PUNCT
atssr-1454	62	1	the	the	DET
atssr-1454	62	2	definition	definition	NOUN
atssr-1454	62	3	and	and	CCONJ
atssr-1454	62	4	specified	specify	VERB
atssr-1454	62	5	that	that	SCONJ
atssr-1454	62	6	customer	customer	NOUN
atssr-1454	62	7	satisfaction	satisfaction	NOUN
atssr-1454	62	8	is	be	AUX
atssr-1454	62	9	a	a	DET
atssr-1454	62	10	affective	affective	ADJ
atssr-1454	62	11	term	term	NOUN
atssr-1454	62	12	and	and	CCONJ
atssr-1454	62	13	they	they	PRON
atssr-1454	62	14	distinguish	distinguish	VERB
atssr-1454	62	15	five	five	NUM
atssr-1454	62	16	unique	unique	ADJ
atssr-1454	62	17	sorts	sort	NOUN
atssr-1454	62	18	of	of	ADP
atssr-1454	62	19	satisfaction	satisfaction	NOUN
atssr-1454	62	20	,	,	PUNCT
atssr-1454	62	21	which	which	PRON
atssr-1454	62	22	is	be	AUX
atssr-1454	62	23	pleasure	pleasure	NOUN
atssr-1454	62	24	,	,	PUNCT
atssr-1454	62	25	relief	relief	NOUN
atssr-1454	62	26	,	,	PUNCT
atssr-1454	62	27	novelty	novelty	NOUN
atssr-1454	62	28	and	and	CCONJ
atssr-1454	62	29	surprise	surprise	NOUN
atssr-1454	62	30	(	(	PUNCT
atssr-1454	62	31	oliver	oliver	ADJ
atssr-1454	62	32	and	and	CCONJ
atssr-1454	62	33	swan	swan	NOUN
atssr-1454	62	34	,	,	PUNCT
atssr-1454	62	35	1989	1989	NUM
atssr-1454	62	36	)	)	PUNCT
atssr-1454	62	37	.	.	PUNCT
atssr-1454	63	1	martin	martin	PROPN
atssr-1454	63	2	and	and	CCONJ
atssr-1454	63	3	pranter	pranter	PROPN
atssr-1454	63	4	(	(	PUNCT
atssr-1454	63	5	1989	1989	NUM
atssr-1454	63	6	)	)	PUNCT
atssr-1454	63	7	likewise	likewise	ADV
atssr-1454	63	8	specified	specify	VERB
atssr-1454	63	9	that	that	SCONJ
atssr-1454	63	10	in	in	ADP
atssr-1454	63	11	innumerable	innumerable	ADJ
atssr-1454	63	12	service	service	NOUN
atssr-1454	63	13	environments	environment	NOUN
atssr-1454	63	14	,	,	PUNCT
atssr-1454	63	15	customers	customer	NOUN
atssr-1454	63	16	possibly	possibly	ADV
atssr-1454	63	17	impact	impact	VERB
atssr-1454	63	18	the	the	DET
atssr-1454	63	19	satisfaction	satisfaction	NOUN
atssr-1454	63	20	or	or	CCONJ
atssr-1454	63	21	disappointment	disappointment	NOUN
atssr-1454	63	22	of	of	ADP
atssr-1454	63	23	different	different	ADJ
atssr-1454	63	24	customers	customer	NOUN
atssr-1454	63	25	.	.	PUNCT
atssr-1454	64	1	notwithstanding	notwithstanding	ADP
atssr-1454	64	2	that	that	DET
atssr-1454	64	3	pleasurabl	pleasurabl	NOUN
atssr-1454	64	4	e	e	NOUN
atssr-1454	64	5	experiences	experience	NOUN
atssr-1454	64	6	with	with	ADP
atssr-1454	64	7	kindred	kindred	ADJ
atssr-1454	64	8	customers	customer	NOUN
atssr-1454	64	9	add	add	VERB
atssr-1454	64	10	decidedly	decidedly	ADV
atssr-1454	64	11	to	to	ADP
atssr-1454	64	12	the	the	DET
atssr-1454	64	13	service	service	NOUN
atssr-1454	64	14	experience	experience	NOUN
atssr-1454	64	15	and	and	CCONJ
atssr-1454	64	16	appear	appear	VERB
atssr-1454	64	17	to	to	PART
atssr-1454	64	18	improve	improve	VERB
atssr-1454	64	19	the	the	DET
atssr-1454	64	20	impression	impression	NOUN
atssr-1454	64	21	of	of	ADP
atssr-1454	64	22	service	service	NOUN
atssr-1454	64	23	quality	quality	NOUN
atssr-1454	64	24	too	too	ADV
atssr-1454	64	25	(	(	PUNCT
atssr-1454	64	26	martin	martin	NOUN
atssr-1454	64	27	and	and	CCONJ
atssr-1454	64	28	pranter	pranter	NOUN
atssr-1454	64	29	,	,	PUNCT
atssr-1454	64	30	1989	1989	NUM
atssr-1454	64	31	)	)	PUNCT
atssr-1454	64	32	.	.	PUNCT
atssr-1454	65	1	bitner	bitner	NOUN
atssr-1454	65	2	(	(	PUNCT
atssr-1454	65	3	1990	1990	NUM
atssr-1454	65	4	)	)	PUNCT
atssr-1454	65	5	said	say	VERB
atssr-1454	65	6	that	that	SCONJ
atssr-1454	65	7	if	if	SCONJ
atssr-1454	65	8	the	the	DET
atssr-1454	65	9	service	service	NOUN
atssr-1454	65	10	is	be	AUX
atssr-1454	65	11	affective	affective	ADJ
atssr-1454	65	12	it	it	PRON
atssr-1454	65	13	has	have	VERB
atssr-1454	65	14	an	an	DET
atssr-1454	65	15	immediate	immediate	ADJ
atssr-1454	65	16	and	and	CCONJ
atssr-1454	65	17	prompt	prompt	ADJ
atssr-1454	65	18	impact	impact	NOUN
atssr-1454	65	19	on	on	ADP
atssr-1454	65	20	the	the	DET
atssr-1454	65	21	customer	customer	NOUN
atssr-1454	65	22	satisfaction	satisfaction	NOUN
atssr-1454	65	23	;	;	PUNCT
atssr-1454	65	24	accordingly	accordingly	ADV
atssr-1454	65	25	it	it	PRON
atssr-1454	65	26	is	be	AUX
atssr-1454	65	27	critical	critical	ADJ
atssr-1454	65	28	to	to	PART
atssr-1454	65	29	urge	urge	VERB
atssr-1454	65	30	the	the	DET
atssr-1454	65	31	staff	staff	NOUN
atssr-1454	65	32	to	to	PART
atssr-1454	65	33	deliver	deliver	VERB
atssr-1454	65	34	the	the	DET
atssr-1454	65	35	correct	correct	ADJ
atssr-1454	65	36	service	service	NOUN
atssr-1454	65	37	to	to	ADP
atssr-1454	65	38	the	the	DET
atssr-1454	65	39	ideal	ideal	ADJ
atssr-1454	65	40	people	people	NOUN
atssr-1454	65	41	in	in	ADP
atssr-1454	65	42	sensible	sensible	ADJ
atssr-1454	65	43	time	time	NOUN
atssr-1454	65	44	and	and	CCONJ
atssr-1454	65	45	indicating	indicate	VERB
atssr-1454	65	46	great	great	ADJ
atssr-1454	65	47	conduct	conduct	NOUN
atssr-1454	65	48	(	(	PUNCT
atssr-1454	65	49	bitner	bitner	NOUN
atssr-1454	65	50	,	,	PUNCT
atssr-1454	65	51	1990	1990	NUM
atssr-1454	65	52	)	)	PUNCT
atssr-1454	65	53	.	.	PUNCT
atssr-1454	66	1	customer	customer	NOUN
atssr-1454	66	2	satisfaction	satisfaction	NOUN
atssr-1454	66	3	has	have	AUX
atssr-1454	66	4	likewise	likewise	ADV
atssr-1454	66	5	turned	turn	VERB
atssr-1454	66	6	into	into	ADP
atssr-1454	66	7	a	a	DET
atssr-1454	66	8	noteworthy	noteworthy	ADJ
atssr-1454	66	9	benefactor	benefactor	NOUN
atssr-1454	66	10	for	for	ADP
atssr-1454	66	11	improving	improve	VERB
atssr-1454	66	12	a	a	DET
atssr-1454	66	13	service	service	NOUN
atssr-1454	66	14	company	company	NOUN
atssr-1454	66	15	,	,	PUNCT
atssr-1454	66	16	for	for	ADP
atssr-1454	66	17	example	example	NOUN
atssr-1454	66	18	,	,	PUNCT
atssr-1454	66	19	long	long	ADJ
atssr-1454	66	20	-	-	PUNCT
atssr-1454	66	21	term	term	NOUN
atssr-1454	66	22	gratefulness	gratefulness	NOUN
atssr-1454	66	23	,	,	PUNCT
atssr-1454	66	24	customer	customer	NOUN
atssr-1454	66	25	dependability	dependability	NOUN
atssr-1454	66	26	customer	customer	NOUN
atssr-1454	66	27	maintenance	maintenance	NOUN
atssr-1454	66	28	.	.	PUNCT
atssr-1454	67	1	numerous	numerous	ADJ
atssr-1454	67	2	analysts	analyst	NOUN
atssr-1454	67	3	additionally	additionally	ADV
atssr-1454	67	4	contend	contend	VERB
atssr-1454	67	5	that	that	SCONJ
atssr-1454	67	6	customer	customer	NOUN
atssr-1454	67	7	satisfaction	satisfaction	NOUN
atssr-1454	67	8	has	have	VERB
atssr-1454	67	9	a	a	DET
atssr-1454	67	10	big	big	ADJ
atssr-1454	67	11	effects	effect	NOUN
atssr-1454	67	12	customer	customer	NOUN
atssr-1454	67	13	expectation	expectation	NOUN
atssr-1454	67	14	for	for	ADP
atssr-1454	67	15	repurchase	repurchase	NOUN
atssr-1454	67	16	(	(	PUNCT
atssr-1454	67	17	cronin	cronin	PROPN
atssr-1454	67	18	,	,	PUNCT
atssr-1454	67	19	brady	brady	PROPN
atssr-1454	67	20	and	and	CCONJ
atssr-1454	67	21	hult	hult	PROPN
atssr-1454	67	22	,	,	PUNCT
atssr-1454	67	23	2000	2000	NUM
atssr-1454	67	24	)	)	PUNCT
atssr-1454	67	25	.	.	PUNCT
atssr-1454	68	1	besides	besides	ADV
atssr-1454	68	2	,	,	PUNCT
atssr-1454	68	3	satisfied	satisfied	ADJ
atssr-1454	68	4	customers	customer	NOUN
atssr-1454	68	5	spread	spread	VERB
atssr-1454	68	6	positive	positive	ADJ
atssr-1454	68	7	informal	informal	ADJ
atssr-1454	68	8	exchange	exchange	NOUN
atssr-1454	68	9	and	and	CCONJ
atssr-1454	68	10	it	it	PRON
atssr-1454	68	11	pulls	pull	VERB
atssr-1454	68	12	in	in	ADP
atssr-1454	68	13	new	new	ADJ
atssr-1454	68	14	customers	customer	NOUN
atssr-1454	68	15	and	and	CCONJ
atssr-1454	68	16	makes	make	VERB
atssr-1454	68	17	long	long	ADJ
atssr-1454	68	18	-	-	PUNCT
atssr-1454	68	19	term	term	NOUN
atssr-1454	68	20	business	business	NOUN
atssr-1454	68	21	benefit	benefit	NOUN
atssr-1454	68	22	.	.	PUNCT
atssr-1454	69	1	the	the	DET
atssr-1454	69	2	measuring	measure	VERB
atssr-1454	69	3	customer	customer	NOUN
atssr-1454	69	4	satisfaction	satisfaction	NOUN
atssr-1454	69	5	gives	give	VERB
atssr-1454	69	6	a	a	DET
atssr-1454	69	7	sign	sign	NOUN
atssr-1454	69	8	on	on	ADP
atssr-1454	69	9	how	how	SCONJ
atssr-1454	69	10	an	an	DET
atssr-1454	69	11	organization	organization	NOUN
atssr-1454	69	12	is	be	AUX
atssr-1454	69	13	performing	perform	VERB
atssr-1454	69	14	or	or	CCONJ
atssr-1454	69	15	giving	give	VERB
atssr-1454	69	16	products	product	NOUN
atssr-1454	69	17	or	or	CCONJ
atssr-1454	69	18	services	service	NOUN
atssr-1454	69	19	;	;	PUNCT
atssr-1454	69	20	hence	hence	ADV
atssr-1454	69	21	,	,	PUNCT
atssr-1454	69	22	customer	customer	NOUN
atssr-1454	69	23	satisfaction	satisfaction	NOUN
atssr-1454	69	24	will	will	AUX
atssr-1454	69	25	be	be	AUX
atssr-1454	69	26	the	the	DET
atssr-1454	69	27	degree	degree	NOUN
atssr-1454	69	28	of	of	ADP
atssr-1454	69	29	accomplishment	accomplishment	NOUN
atssr-1454	69	30	to	to	ADP
atssr-1454	69	31	every	every	DET
atssr-1454	69	32	one	one	NUM
atssr-1454	69	33	of	of	ADP
atssr-1454	69	34	the	the	DET
atssr-1454	69	35	organizations	organization	NOUN
atssr-1454	69	36	including	include	VERB
atssr-1454	69	37	the	the	DET
atssr-1454	69	38	public	public	ADJ
atssr-1454	69	39	sectors	sector	NOUN
atssr-1454	69	40	too	too	ADV
atssr-1454	69	41	(	(	PUNCT
atssr-1454	69	42	tirimba	tirimba	NOUN
atssr-1454	69	43	,	,	PUNCT
atssr-1454	69	44	richard	richard	PROPN
atssr-1454	69	45	,	,	PUNCT
atssr-1454	69	46	robert	robert	PROPN
atssr-1454	69	47	,	,	PUNCT
atssr-1454	69	48	thomas	thomas	PROPN
atssr-1454	69	49	and	and	CCONJ
atssr-1454	69	50	tom	tom	PROPN
atssr-1454	69	51	,	,	PUNCT
atssr-1454	69	52	2013	2013	NUM
atssr-1454	69	53	)	)	PUNCT
atssr-1454	69	54	.	.	PUNCT
atssr-1454	70	1	the	the	DET
atssr-1454	70	2	item	item	NOUN
atssr-1454	70	3	and	and	CCONJ
atssr-1454	70	4	service	service	NOUN
atssr-1454	70	5	quality	quality	NOUN
atssr-1454	70	6	traits	trait	NOUN
atssr-1454	70	7	when	when	SCONJ
atssr-1454	70	8	were	be	AUX
atssr-1454	70	9	enhanced	enhance	VERB
atssr-1454	70	10	,	,	PUNCT
atssr-1454	70	11	the	the	DET
atssr-1454	70	12	customers	customer	NOUN
atssr-1454	70	13	`	`	PART
atssr-1454	70	14	satisfaction	satisfaction	NOUN
atssr-1454	70	15	would	would	AUX
atssr-1454	70	16	extend	extend	VERB
atssr-1454	70	17	as	as	SCONJ
atssr-1454	70	18	the	the	DET
atssr-1454	70	19	expanding	expand	VERB
atssr-1454	70	20	number	number	NOUN
atssr-1454	70	21	of	of	ADP
atssr-1454	70	22	customer	customer	NOUN
atssr-1454	70	23	satisfaction	satisfaction	NOUN
atssr-1454	70	24	dependably	dependably	ADV
atssr-1454	70	25	prompt	prompt	VERB
atssr-1454	70	26	more	more	ADV
atssr-1454	70	27	noteworthy	noteworthy	ADJ
atssr-1454	70	28	greater	great	ADJ
atssr-1454	70	29	customer	customer	NOUN
atssr-1454	70	30	retention	retention	NOUN
atssr-1454	70	31	and	and	CCONJ
atssr-1454	70	32	loyalty	loyalty	NOUN
atssr-1454	70	33	(	(	PUNCT
atssr-1454	70	34	eugene	eugene	NOUN
atssr-1454	70	35	and	and	CCONJ
atssr-1454	70	36	vikas	vikas	NOUN
atssr-1454	70	37	,	,	PUNCT
atssr-1454	70	38	2000	2000	NUM
atssr-1454	70	39	)	)	PUNCT
atssr-1454	70	40	.	.	PUNCT
atssr-1454	71	1	these	these	PRON
atssr-1454	71	2	would	would	AUX
atssr-1454	71	3	lead	lead	VERB
atssr-1454	71	4	the	the	DET
atssr-1454	71	5	association	association	NOUN
atssr-1454	71	6	to	to	PART
atssr-1454	71	7	increment	increment	VERB
atssr-1454	71	8	more	more	ADV
atssr-1454	71	9	prominent	prominent	ADJ
atssr-1454	71	10	gainfulness	gainfulness	NOUN
atssr-1454	71	11	.	.	PUNCT
atssr-1454	72	1	the	the	DET
atssr-1454	72	2	model	model	NOUN
atssr-1454	72	3	of	of	ADP
atssr-1454	72	4	chain	chain	NOUN
atssr-1454	72	5	reaction	reaction	NOUN
atssr-1454	72	6	of	of	ADP
atssr-1454	72	7	customer	customer	NOUN
atssr-1454	72	8	is	be	AUX
atssr-1454	72	9	provided	provide	VERB
atssr-1454	72	10	as	as	ADP
atssr-1454	72	11	follow	follow	NOUN
atssr-1454	72	12	:	:	PUNCT
atssr-1454	72	13	figure-2	figure-2	X
atssr-1454	72	14	.	.	PUNCT
atssr-1454	73	1	the	the	DET
atssr-1454	73	2	chain	chain	NOUN
atssr-1454	73	3	reaction	reaction	NOUN
atssr-1454	73	4	model	model	NOUN
atssr-1454	73	5	of	of	ADP
atssr-1454	73	6	customer	customer	NOUN
atssr-1454	73	7	.	.	PUNCT
atssr-1454	74	1	source	source	NOUN
atssr-1454	74	2	:	:	PUNCT
atssr-1454	74	3	eugene	eugene	NOUN
atssr-1454	74	4	and	and	CCONJ
atssr-1454	74	5	vikas	vikas	PROPN
atssr-1454	74	6	(	(	PUNCT
atssr-1454	74	7	2000	2000	NUM
atssr-1454	74	8	)	)	PUNCT
atssr-1454	74	9	.	.	PUNCT
atssr-1454	75	1	asian	asian	ADJ
atssr-1454	75	2	themes	theme	NOUN
atssr-1454	75	3	in	in	ADP
atssr-1454	75	4	social	social	ADJ
atssr-1454	75	5	sciences	science	NOUN
atssr-1454	75	6	research	research	NOUN
atssr-1454	75	7	2018	2018	NUM
atssr-1454	75	8	,	,	PUNCT
atssr-1454	75	9	vol	vol	NOUN
atssr-1454	75	10	.	.	PROPN
atssr-1454	75	11	1	1	NUM
atssr-1454	75	12	,	,	PUNCT
atssr-1454	75	13	no	no	INTJ
atssr-1454	75	14	.	.	NOUN
atssr-1454	75	15	1	1	NUM
atssr-1454	75	16	,	,	PUNCT
atssr-1454	75	17	pp	pp	ADJ
atssr-1454	75	18	.	.	PUNCT
atssr-1454	76	1	21	21	NUM
atssr-1454	76	2	-	-	SYM
atssr-1454	76	3	27	27	NUM
atssr-1454	76	4	24	24	NUM
atssr-1454	76	5	©	©	PROPN
atssr-1454	76	6	2018	2018	NUM
atssr-1454	76	7	by	by	ADP
atssr-1454	76	8	the	the	DET
atssr-1454	76	9	authors	author	NOUN
atssr-1454	76	10	;	;	PUNCT
atssr-1454	76	11	licensee	licensee	VERB
atssr-1454	76	12	online	online	ADJ
atssr-1454	76	13	academic	academic	ADJ
atssr-1454	76	14	press	press	NOUN
atssr-1454	76	15	,	,	PUNCT
atssr-1454	76	16	usa	usa	PROPN
atssr-1454	76	17	2.4	2.4	NUM
atssr-1454	76	18	.	.	PUNCT
atssr-1454	77	1	the	the	DET
atssr-1454	77	2	servqual	servqual	ADJ
atssr-1454	77	3	the	the	DET
atssr-1454	77	4	servqual	servqual	ADJ
atssr-1454	77	5	scale	scale	NOUN
atssr-1454	77	6	which	which	PRON
atssr-1454	77	7	is	be	AUX
atssr-1454	77	8	otherwise	otherwise	ADV
atssr-1454	77	9	called	call	VERB
atssr-1454	77	10	the	the	DET
atssr-1454	77	11	crevice	crevice	NOUN
atssr-1454	77	12	demonstrate	demonstrate	NOUN
atssr-1454	77	13	by	by	ADP
atssr-1454	77	14	parasuraman	parasuraman	NOUN
atssr-1454	77	15	,	,	PUNCT
atssr-1454	77	16	et	et	PROPN
atssr-1454	77	17	al	al	PROPN
atssr-1454	77	18	.	.	PUNCT
atssr-1454	78	1	(	(	PUNCT
atssr-1454	78	2	1988	1988	NUM
atssr-1454	78	3	)	)	PUNCT
atssr-1454	78	4	has	have	AUX
atssr-1454	78	5	appeared	appear	VERB
atssr-1454	78	6	to	to	PART
atssr-1454	78	7	be	be	AUX
atssr-1454	78	8	one	one	NUM
atssr-1454	78	9	of	of	ADP
atssr-1454	78	10	the	the	DET
atssr-1454	78	11	most	most	ADV
atssr-1454	78	12	ideal	ideal	ADJ
atssr-1454	78	13	approaches	approach	NOUN
atssr-1454	78	14	to	to	PART
atssr-1454	78	15	gauge	gauge	VERB
atssr-1454	78	16	the	the	DET
atssr-1454	78	17	quality	quality	NOUN
atssr-1454	78	18	of	of	ADP
atssr-1454	78	19	services	service	NOUN
atssr-1454	78	20	gave	give	VERB
atssr-1454	78	21	to	to	ADP
atssr-1454	78	22	customers	customer	NOUN
atssr-1454	78	23	.	.	PUNCT
atssr-1454	79	1	this	this	DET
atssr-1454	79	2	service	service	NOUN
atssr-1454	79	3	assessment	assessment	NOUN
atssr-1454	79	4	technique	technique	NOUN
atssr-1454	79	5	has	have	AUX
atssr-1454	79	6	been	be	AUX
atssr-1454	79	7	demonstrated	demonstrate	VERB
atssr-1454	79	8	steady	steady	ADJ
atssr-1454	79	9	and	and	CCONJ
atssr-1454	79	10	dependable	dependable	ADJ
atssr-1454	79	11	by	by	ADP
atssr-1454	79	12	some	some	DET
atssr-1454	79	13	authors	author	NOUN
atssr-1454	79	14	(	(	PUNCT
atssr-1454	79	15	brown	brown	PROPN
atssr-1454	79	16	,	,	PUNCT
atssr-1454	79	17	churchill	churchill	PROPN
atssr-1454	79	18	and	and	CCONJ
atssr-1454	79	19	peter	peter	PROPN
atssr-1454	79	20	,	,	PUNCT
atssr-1454	79	21	1993	1993	NUM
atssr-1454	79	22	)	)	PUNCT
atssr-1454	79	23	.	.	PUNCT
atssr-1454	80	1	they	they	PRON
atssr-1454	80	2	held	hold	VERB
atssr-1454	80	3	that	that	SCONJ
atssr-1454	80	4	,	,	PUNCT
atssr-1454	80	5	when	when	SCONJ
atssr-1454	80	6	seen	see	VERB
atssr-1454	80	7	or	or	CCONJ
atssr-1454	80	8	experienced	experienced	ADJ
atssr-1454	80	9	service	service	NOUN
atssr-1454	80	10	is	be	AUX
atssr-1454	80	11	not	not	PART
atssr-1454	80	12	as	as	ADV
atssr-1454	80	13	much	much	ADJ
atssr-1454	80	14	as	as	ADP
atssr-1454	80	15	the	the	DET
atssr-1454	80	16	expected	expect	VERB
atssr-1454	80	17	service	service	NOUN
atssr-1454	80	18	;	;	PUNCT
atssr-1454	80	19	it	it	PRON
atssr-1454	80	20	infers	infer	VERB
atssr-1454	80	21	not	not	PART
atssr-1454	80	22	as	as	ADV
atssr-1454	80	23	much	much	ADJ
atssr-1454	80	24	as	as	ADP
atssr-1454	80	25	palatable	palatable	ADJ
atssr-1454	80	26	service	service	NOUN
atssr-1454	80	27	quality	quality	NOUN
atssr-1454	80	28	;	;	PUNCT
atssr-1454	80	29	and	and	CCONJ
atssr-1454	80	30	when	when	SCONJ
atssr-1454	80	31	seen	see	VERB
atssr-1454	80	32	service	service	NOUN
atssr-1454	80	33	is	be	AUX
atssr-1454	80	34	more	more	ADJ
atssr-1454	80	35	than	than	ADP
atssr-1454	80	36	anticipated	anticipated	ADJ
atssr-1454	80	37	service	service	NOUN
atssr-1454	80	38	,	,	PUNCT
atssr-1454	80	39	the	the	DET
atssr-1454	80	40	undeniable	undeniable	ADJ
atssr-1454	80	41	surmising	surmising	NOUN
atssr-1454	80	42	is	be	AUX
atssr-1454	80	43	that	that	SCONJ
atssr-1454	80	44	service	service	NOUN
atssr-1454	80	45	quality	quality	NOUN
atssr-1454	80	46	is	be	AUX
atssr-1454	80	47	more	more	ADJ
atssr-1454	80	48	than	than	ADP
atssr-1454	80	49	acceptable	acceptable	ADJ
atssr-1454	80	50	(	(	PUNCT
atssr-1454	80	51	jain	jain	NOUN
atssr-1454	80	52	and	and	CCONJ
atssr-1454	80	53	gupta	gupta	PROPN
atssr-1454	80	54	,	,	PUNCT
atssr-1454	80	55	2004	2004	NUM
atssr-1454	80	56	)	)	PUNCT
atssr-1454	80	57	.	.	PUNCT
atssr-1454	81	1	from	from	ADP
atssr-1454	81	2	the	the	DET
atssr-1454	81	3	way	way	NOUN
atssr-1454	81	4	this	this	DET
atssr-1454	81	5	hypothesis	hypothesis	NOUN
atssr-1454	81	6	is	be	AUX
atssr-1454	81	7	exhibited	exhibit	VERB
atssr-1454	81	8	,	,	PUNCT
atssr-1454	81	9	it	it	PRON
atssr-1454	81	10	appears	appear	VERB
atssr-1454	81	11	the	the	DET
atssr-1454	81	12	possibility	possibility	NOUN
atssr-1454	81	13	of	of	ADP
atssr-1454	81	14	servqual	servqual	ADJ
atssr-1454	81	15	best	well	ADV
atssr-1454	81	16	fits	fit	VERB
atssr-1454	81	17	the	the	DET
atssr-1454	81	18	assessment	assessment	NOUN
atssr-1454	81	19	of	of	ADP
atssr-1454	81	20	service	service	NOUN
atssr-1454	81	21	quality	quality	NOUN
atssr-1454	81	22	from	from	ADP
atssr-1454	81	23	the	the	DET
atssr-1454	81	24	customer	customer	NOUN
atssr-1454	81	25	perspective	perspective	NOUN
atssr-1454	81	26	.	.	PUNCT
atssr-1454	82	1	this	this	PRON
atssr-1454	82	2	is	be	AUX
atssr-1454	82	3	on	on	ADP
atssr-1454	82	4	account	account	NOUN
atssr-1454	82	5	of	of	ADP
atssr-1454	82	6	when	when	SCONJ
atssr-1454	82	7	it	it	PRON
atssr-1454	82	8	is	be	AUX
atssr-1454	82	9	expressed	express	VERB
atssr-1454	82	10	“	"	PUNCT
atssr-1454	82	11	perceived	perceive	VERB
atssr-1454	82	12	”	"	PUNCT
atssr-1454	82	13	and	and	CCONJ
atssr-1454	82	14	“	"	PUNCT
atssr-1454	82	15	expected	expect	VERB
atssr-1454	82	16	”	"	PUNCT
atssr-1454	82	17	service	service	NOUN
atssr-1454	82	18	;	;	PUNCT
atssr-1454	82	19	it	it	PRON
atssr-1454	82	20	is	be	AUX
atssr-1454	82	21	certain	certain	ADJ
atssr-1454	82	22	this	this	PRON
atssr-1454	82	23	goes	go	VERB
atssr-1454	82	24	to	to	ADP
atssr-1454	82	25	the	the	DET
atssr-1454	82	26	individual	individual	NOUN
atssr-1454	82	27	,	,	PUNCT
atssr-1454	82	28	who	who	PRON
atssr-1454	82	29	is	be	AUX
atssr-1454	82	30	going	go	VERB
atssr-1454	82	31	to	to	PART
atssr-1454	82	32	or	or	CCONJ
atssr-1454	82	33	is	be	AUX
atssr-1454	82	34	devouring	devour	VERB
atssr-1454	82	35	the	the	DET
atssr-1454	82	36	service	service	NOUN
atssr-1454	82	37	;	;	PUNCT
atssr-1454	82	38	who	who	PRON
atssr-1454	82	39	unquestionably	unquestionably	ADV
atssr-1454	82	40	is	be	AUX
atssr-1454	82	41	the	the	DET
atssr-1454	82	42	consumer	consumer	NOUN
atssr-1454	82	43	/	/	SYM
atssr-1454	82	44	customer	customer	NOUN
atssr-1454	82	45	(	(	PUNCT
atssr-1454	82	46	jenet	jenet	NOUN
atssr-1454	82	47	,	,	PUNCT
atssr-1454	82	48	2011	2011	NUM
atssr-1454	82	49	)	)	PUNCT
atssr-1454	82	50	.	.	PUNCT
atssr-1454	83	1	in	in	ADP
atssr-1454	83	2	first	first	ADJ
atssr-1454	83	3	servqual	servqual	ADJ
atssr-1454	83	4	show	show	NOUN
atssr-1454	83	5	that	that	PRON
atssr-1454	83	6	came	come	VERB
atssr-1454	83	7	had	have	VERB
atssr-1454	83	8	22	22	NUM
atssr-1454	83	9	sets	set	NOUN
atssr-1454	83	10	of	of	ADP
atssr-1454	83	11	likert	likert	ADJ
atssr-1454	83	12	-	-	ADJ
atssr-1454	83	13	sort	sort	ADJ
atssr-1454	83	14	things	thing	NOUN
atssr-1454	83	15	,	,	PUNCT
atssr-1454	83	16	where	where	SCONJ
atssr-1454	83	17	one	one	NUM
atssr-1454	83	18	section	section	NOUN
atssr-1454	83	19	measured	measure	VERB
atssr-1454	83	20	saw	see	VERB
atssr-1454	83	21	level	level	NOUN
atssr-1454	83	22	of	of	ADP
atssr-1454	83	23	service	service	NOUN
atssr-1454	83	24	gave	give	VERB
atssr-1454	83	25	for	for	ADP
atssr-1454	83	26	a	a	DET
atssr-1454	83	27	specific	specific	ADJ
atssr-1454	83	28	association	association	NOUN
atssr-1454	83	29	and	and	CCONJ
atssr-1454	83	30	the	the	DET
atssr-1454	83	31	other	other	ADJ
atssr-1454	83	32	part	part	NOUN
atssr-1454	83	33	measured	measure	VERB
atssr-1454	83	34	expected	expect	VERB
atssr-1454	83	35	level	level	NOUN
atssr-1454	83	36	of	of	ADP
atssr-1454	83	37	service	service	NOUN
atssr-1454	83	38	quality	quality	NOUN
atssr-1454	83	39	by	by	ADP
atssr-1454	83	40	respondent	respondent	NOUN
atssr-1454	83	41	(	(	PUNCT
atssr-1454	83	42	kuo	kuo	PROPN
atssr-1454	83	43	,	,	PUNCT
atssr-1454	83	44	2003	2003	NUM
atssr-1454	83	45	)	)	PUNCT
atssr-1454	83	46	.	.	PUNCT
atssr-1454	84	1	assistant	assistant	PROPN
atssr-1454	84	2	examination	examination	NOUN
atssr-1454	84	3	prompted	prompt	VERB
atssr-1454	84	4	the	the	DET
atssr-1454	84	5	finding	finding	NOUN
atssr-1454	84	6	that	that	SCONJ
atssr-1454	84	7	the	the	DET
atssr-1454	84	8	five	five	NUM
atssr-1454	84	9	of	of	ADP
atssr-1454	84	10	ten	ten	NUM
atssr-1454	84	11	measurements	measurement	NOUN
atssr-1454	84	12	were	be	AUX
atssr-1454	84	13	corresponded	correspond	VERB
atssr-1454	84	14	as	as	SCONJ
atssr-1454	84	15	demonstrated	demonstrate	VERB
atssr-1454	84	16	as	as	SCONJ
atssr-1454	84	17	follows	follow	VERB
atssr-1454	84	18	:	:	PUNCT
atssr-1454	84	19	(	(	PUNCT
atssr-1454	84	20	1	1	X
atssr-1454	84	21	)	)	PUNCT
atssr-1454	84	22	tangibility	tangibility	NOUN
atssr-1454	84	23	:	:	PUNCT
atssr-1454	84	24	physical	physical	ADJ
atssr-1454	84	25	offices	office	NOUN
atssr-1454	84	26	,	,	PUNCT
atssr-1454	84	27	hardware	hardware	NOUN
atssr-1454	84	28	,	,	PUNCT
atssr-1454	84	29	and	and	CCONJ
atssr-1454	84	30	appearance	appearance	NOUN
atssr-1454	84	31	of	of	ADP
atssr-1454	84	32	faculty	faculty	NOUN
atssr-1454	84	33	;	;	PUNCT
atssr-1454	84	34	(	(	PUNCT
atssr-1454	84	35	2	2	X
atssr-1454	84	36	)	)	PUNCT
atssr-1454	84	37	reliability	reliability	NOUN
atssr-1454	84	38	:	:	PUNCT
atssr-1454	84	39	capacity	capacity	NOUN
atssr-1454	84	40	to	to	PART
atssr-1454	84	41	play	play	VERB
atssr-1454	84	42	out	out	ADP
atssr-1454	84	43	the	the	DET
atssr-1454	84	44	guaranteed	guarantee	VERB
atssr-1454	84	45	service	service	NOUN
atssr-1454	84	46	constantly	constantly	ADV
atssr-1454	84	47	and	and	CCONJ
atssr-1454	84	48	precisely	precisely	ADV
atssr-1454	84	49	;	;	PUNCT
atssr-1454	84	50	(	(	PUNCT
atssr-1454	84	51	3	3	X
atssr-1454	84	52	)	)	PUNCT
atssr-1454	84	53	responsiveness	responsiveness	NOUN
atssr-1454	84	54	:	:	PUNCT
atssr-1454	84	55	readiness	readiness	NOUN
atssr-1454	84	56	to	to	PART
atssr-1454	84	57	help	help	VERB
atssr-1454	84	58	customers	customer	NOUN
atssr-1454	84	59	and	and	CCONJ
atssr-1454	84	60	give	give	VERB
atssr-1454	84	61	incite	incite	NOUN
atssr-1454	84	62	service	service	NOUN
atssr-1454	84	63	;	;	PUNCT
atssr-1454	84	64	(	(	PUNCT
atssr-1454	84	65	4	4	X
atssr-1454	84	66	)	)	PUNCT
atssr-1454	84	67	assurance	assurance	NOUN
atssr-1454	84	68	:	:	PUNCT
atssr-1454	84	69	learning	learning	NOUN
atssr-1454	84	70	and	and	CCONJ
atssr-1454	84	71	obligingness	obligingness	NOUN
atssr-1454	84	72	of	of	ADP
atssr-1454	84	73	employees	employee	NOUN
atssr-1454	84	74	and	and	CCONJ
atssr-1454	84	75	their	their	PRON
atssr-1454	84	76	capacity	capacity	NOUN
atssr-1454	84	77	to	to	PART
atssr-1454	84	78	move	move	VERB
atssr-1454	84	79	trust	trust	NOUN
atssr-1454	84	80	and	and	CCONJ
atssr-1454	84	81	confidence	confidence	NOUN
atssr-1454	84	82	;	;	PUNCT
atssr-1454	84	83	and	and	CCONJ
atssr-1454	84	84	(	(	PUNCT
atssr-1454	84	85	5	5	X
atssr-1454	84	86	)	)	PUNCT
atssr-1454	84	87	empathy	empathy	NOUN
atssr-1454	84	88	:	:	PUNCT
atssr-1454	84	89	minding	mind	VERB
atssr-1454	84	90	individualized	individualized	ADJ
atssr-1454	84	91	consideration	consideration	NOUN
atssr-1454	84	92	the	the	DET
atssr-1454	84	93	firm	firm	NOUN
atssr-1454	84	94	gives	give	VERB
atssr-1454	84	95	to	to	ADP
atssr-1454	84	96	its	its	PRON
atssr-1454	84	97	customers	customer	NOUN
atssr-1454	84	98	.	.	PUNCT
atssr-1454	85	1	figure-3	figure-3	PUNCT
atssr-1454	85	2	.	.	PUNCT
atssr-1454	86	1	the	the	DET
atssr-1454	86	2	model	model	NOUN
atssr-1454	86	3	of	of	ADP
atssr-1454	86	4	servqual	servqual	PROPN
atssr-1454	86	5	.	.	PUNCT
atssr-1454	87	1	source	source	NOUN
atssr-1454	87	2	:	:	PUNCT
atssr-1454	87	3	parasuraman	parasuraman	NOUN
atssr-1454	87	4	,	,	PUNCT
atssr-1454	87	5	zeithaml	zeithaml	NOUN
atssr-1454	87	6	and	and	CCONJ
atssr-1454	87	7	berry	berry	NOUN
atssr-1454	87	8	(	(	PUNCT
atssr-1454	87	9	1988	1988	NUM
atssr-1454	87	10	)	)	PUNCT
atssr-1454	87	11	.	.	PUNCT
atssr-1454	88	1	the	the	DET
atssr-1454	88	2	collected	collect	VERB
atssr-1454	88	3	total	total	NOUN
atssr-1454	88	4	of	of	ADP
atssr-1454	88	5	distinction	distinction	NOUN
atssr-1454	88	6	between	between	ADP
atssr-1454	88	7	perceptions	perception	NOUN
atssr-1454	88	8	and	and	CCONJ
atssr-1454	88	9	expectations	expectation	NOUN
atssr-1454	88	10	from	from	ADP
atssr-1454	88	11	the	the	DET
atssr-1454	88	12	five	five	NUM
atssr-1454	88	13	measurements	measurement	NOUN
atssr-1454	88	14	shapes	shape	VERB
atssr-1454	88	15	the	the	DET
atssr-1454	88	16	worldwide	worldwide	NOUN
atssr-1454	88	17	see	see	VERB
atssr-1454	88	18	quality	quality	NOUN
atssr-1454	88	19	construct	construct	NOUN
atssr-1454	88	20	(	(	PUNCT
atssr-1454	88	21	laroche	laroche	PROPN
atssr-1454	88	22	,	,	PUNCT
atssr-1454	88	23	kalamas	kalamas	PROPN
atssr-1454	88	24	,	,	PUNCT
atssr-1454	88	25	cheikhrouhou	cheikhrouhou	NOUN
atssr-1454	88	26	and	and	CCONJ
atssr-1454	88	27	cézard	cézard	NOUN
atssr-1454	88	28	,	,	PUNCT
atssr-1454	88	29	2004	2004	NUM
atssr-1454	88	30	)	)	PUNCT
atssr-1454	88	31	.	.	PUNCT
atssr-1454	89	1	taking	take	VERB
atssr-1454	89	2	after	after	ADP
atssr-1454	89	3	this	this	DET
atssr-1454	89	4	view	view	NOUN
atssr-1454	89	5	,	,	PUNCT
atssr-1454	89	6	customers	customer	NOUN
atssr-1454	89	7	'	'	PART
atssr-1454	89	8	expectations	expectation	NOUN
atssr-1454	89	9	were	be	AUX
atssr-1454	89	10	fulfilled	fulfil	VERB
atssr-1454	89	11	through	through	ADP
atssr-1454	89	12	the	the	DET
atssr-1454	89	13	result	result	NOUN
atssr-1454	89	14	dimension	dimension	NOUN
atssr-1454	89	15	(	(	PUNCT
atssr-1454	89	16	reliability	reliability	NOUN
atssr-1454	89	17	)	)	PUNCT
atssr-1454	89	18	and	and	CCONJ
atssr-1454	89	19	surpass	surpass	VERB
atssr-1454	89	20	it	it	PRON
atssr-1454	89	21	by	by	ADP
atssr-1454	89	22	methods	method	NOUN
atssr-1454	89	23	for	for	ADP
atssr-1454	89	24	the	the	DET
atssr-1454	89	25	procedure	procedure	NOUN
atssr-1454	89	26	measurement	measurement	NOUN
atssr-1454	89	27	(	(	PUNCT
atssr-1454	89	28	tangibility	tangibility	NOUN
atssr-1454	89	29	,	,	PUNCT
atssr-1454	89	30	assurance	assurance	NOUN
atssr-1454	89	31	,	,	PUNCT
atssr-1454	89	32	responsiveness	responsiveness	NOUN
atssr-1454	89	33	,	,	PUNCT
atssr-1454	89	34	and	and	CCONJ
atssr-1454	89	35	empathy	empathy	NOUN
atssr-1454	89	36	)	)	PUNCT
atssr-1454	89	37	.	.	PUNCT
atssr-1454	90	1	to	to	PART
atssr-1454	90	2	affirm	affirm	VERB
atssr-1454	90	3	the	the	DET
atssr-1454	90	4	legitimacy	legitimacy	NOUN
atssr-1454	90	5	of	of	ADP
atssr-1454	90	6	servqual	servqual	ADJ
atssr-1454	90	7	model	model	NOUN
atssr-1454	90	8	in	in	ADP
atssr-1454	90	9	the	the	DET
atssr-1454	90	10	evaluation	evaluation	NOUN
atssr-1454	90	11	of	of	ADP
atssr-1454	90	12	service	service	NOUN
atssr-1454	90	13	quality	quality	NOUN
atssr-1454	90	14	,	,	PUNCT
atssr-1454	90	15	expressed	express	VERB
atssr-1454	90	16	that	that	SCONJ
atssr-1454	90	17	"	"	PUNCT
atssr-1454	90	18	service	service	NOUN
atssr-1454	90	19	quality	quality	NOUN
atssr-1454	90	20	is	be	AUX
atssr-1454	90	21	an	an	DET
atssr-1454	90	22	engaged	engaged	ADJ
atssr-1454	90	23	assessment	assessment	NOUN
atssr-1454	90	24	that	that	PRON
atssr-1454	90	25	mirrors	mirror	VERB
atssr-1454	90	26	the	the	DET
atssr-1454	90	27	customer	customer	NOUN
atssr-1454	90	28	's	's	PART
atssr-1454	90	29	perception	perception	NOUN
atssr-1454	90	30	of	of	ADP
atssr-1454	90	31	reliability	reliability	NOUN
atssr-1454	90	32	,	,	PUNCT
atssr-1454	90	33	assurance	assurance	NOUN
atssr-1454	90	34	,	,	PUNCT
atssr-1454	90	35	responsiveness	responsiveness	NOUN
atssr-1454	90	36	,	,	PUNCT
atssr-1454	90	37	sympathy	sympathy	NOUN
atssr-1454	90	38	,	,	PUNCT
atssr-1454	90	39	and	and	CCONJ
atssr-1454	90	40	tangibles	tangibles	PROPN
atssr-1454	90	41	"	"	PUNCT
atssr-1454	90	42	(	(	PUNCT
atssr-1454	90	43	zeithaml	zeithaml	PROPN
atssr-1454	90	44	,	,	PUNCT
atssr-1454	90	45	mary	mary	PROPN
atssr-1454	90	46	and	and	CCONJ
atssr-1454	90	47	dwayne	dwayne	PROPN
atssr-1454	90	48	,	,	PUNCT
atssr-1454	90	49	2006	2006	NUM
atssr-1454	90	50	)	)	PUNCT
atssr-1454	90	51	.	.	PUNCT
atssr-1454	91	1	they	they	PRON
atssr-1454	91	2	included	include	VERB
atssr-1454	91	3	that	that	SCONJ
atssr-1454	91	4	among	among	ADP
atssr-1454	91	5	these	these	DET
atssr-1454	91	6	measurements	measurement	NOUN
atssr-1454	91	7	,	,	PUNCT
atssr-1454	91	8	"	"	PUNCT
atssr-1454	91	9	reliability	reliability	NOUN
atssr-1454	91	10	"	"	PUNCT
atssr-1454	91	11	has	have	AUX
atssr-1454	91	12	been	be	AUX
atssr-1454	91	13	indicated	indicate	VERB
atssr-1454	91	14	reliably	reliably	ADV
atssr-1454	91	15	to	to	PART
atssr-1454	91	16	get	get	VERB
atssr-1454	91	17	the	the	DET
atssr-1454	91	18	most	most	ADV
atssr-1454	91	19	critical	critical	ADJ
atssr-1454	91	20	measurements	measurement	NOUN
atssr-1454	91	21	in	in	ADP
atssr-1454	91	22	service	service	NOUN
atssr-1454	91	23	quality	quality	NOUN
atssr-1454	91	24	(	(	PUNCT
atssr-1454	91	25	zeithaml	zeithaml	PROPN
atssr-1454	91	26	et	et	PROPN
atssr-1454	91	27	al	al	PROPN
atssr-1454	91	28	.	.	PROPN
atssr-1454	91	29	,	,	PUNCT
atssr-1454	91	30	2006	2006	NUM
atssr-1454	91	31	)	)	PUNCT
atssr-1454	91	32	.	.	PUNCT
atssr-1454	92	1	different	different	ADJ
atssr-1454	92	2	analysts	analyst	NOUN
atssr-1454	92	3	saw	see	VERB
atssr-1454	92	4	the	the	DET
atssr-1454	92	5	need	need	NOUN
atssr-1454	92	6	of	of	ADP
atssr-1454	92	7	components	component	NOUN
atssr-1454	92	8	of	of	ADP
atssr-1454	92	9	service	service	NOUN
atssr-1454	92	10	expectations	expectation	NOUN
atssr-1454	92	11	that	that	PRON
atssr-1454	92	12	are	be	AUX
atssr-1454	92	13	practical	practical	ADJ
atssr-1454	92	14	and	and	CCONJ
atssr-1454	92	15	specialized	specialized	ADJ
atssr-1454	92	16	measurements	measurement	NOUN
atssr-1454	92	17	(	(	PUNCT
atssr-1454	92	18	grönroos	grönroos	NOUN
atssr-1454	92	19	,	,	PUNCT
atssr-1454	92	20	1984	1984	NUM
atssr-1454	92	21	)	)	PUNCT
atssr-1454	92	22	.	.	PUNCT
atssr-1454	93	1	the	the	DET
atssr-1454	93	2	idea	idea	NOUN
atssr-1454	93	3	was	be	AUX
atssr-1454	93	4	that	that	SCONJ
atssr-1454	93	5	,	,	PUNCT
atssr-1454	93	6	consumers	consumer	NOUN
atssr-1454	93	7	make	make	VERB
atssr-1454	93	8	service	service	NOUN
atssr-1454	93	9	evaluations	evaluation	NOUN
atssr-1454	93	10	in	in	ADP
atssr-1454	93	11	view	view	NOUN
atssr-1454	93	12	of	of	ADP
atssr-1454	93	13	the	the	DET
atssr-1454	93	14	specialized	specialized	ADJ
atssr-1454	93	15	measurement	measurement	NOUN
atssr-1454	93	16	that	that	PRON
atssr-1454	93	17	is	be	AUX
atssr-1454	93	18	what	what	PRON
atssr-1454	93	19	is	be	AUX
atssr-1454	93	20	delivered	deliver	VERB
atssr-1454	93	21	and	and	CCONJ
atssr-1454	93	22	on	on	ADP
atssr-1454	93	23	the	the	DET
atssr-1454	93	24	practical	practical	ADJ
atssr-1454	93	25	measurements	measurement	NOUN
atssr-1454	93	26	that	that	PRON
atssr-1454	93	27	is	be	AUX
atssr-1454	93	28	the	the	DET
atssr-1454	93	29	way	way	NOUN
atssr-1454	93	30	,	,	PUNCT
atssr-1454	93	31	why	why	SCONJ
atssr-1454	93	32	,	,	PUNCT
atssr-1454	93	33	who	who	PRON
atssr-1454	93	34	,	,	PUNCT
atssr-1454	93	35	and	and	CCONJ
atssr-1454	93	36	when	when	SCONJ
atssr-1454	93	37	it	it	PRON
atssr-1454	93	38	is	be	AUX
atssr-1454	93	39	delivered	deliver	VERB
atssr-1454	93	40	(	(	PUNCT
atssr-1454	93	41	grönroos	grönroos	NOUN
atssr-1454	93	42	,	,	PUNCT
atssr-1454	93	43	1984	1984	NUM
atssr-1454	93	44	;	;	PUNCT
atssr-1454	93	45	laroche	laroche	PROPN
atssr-1454	93	46	et	et	PROPN
atssr-1454	93	47	al	al	PROPN
atssr-1454	93	48	.	.	PROPN
atssr-1454	93	49	,	,	PUNCT
atssr-1454	93	50	2004	2004	NUM
atssr-1454	93	51	)	)	PUNCT
atssr-1454	93	52	.	.	PUNCT
atssr-1454	94	1	in	in	ADP
atssr-1454	94	2	spite	spite	NOUN
atssr-1454	94	3	of	of	ADP
atssr-1454	94	4	the	the	DET
atssr-1454	94	5	fact	fact	NOUN
atssr-1454	94	6	that	that	SCONJ
atssr-1454	94	7	the	the	DET
atssr-1454	94	8	components	component	NOUN
atssr-1454	94	9	recorded	record	VERB
atssr-1454	94	10	in	in	ADP
atssr-1454	94	11	servqual	servqual	ADJ
atssr-1454	94	12	model	model	NOUN
atssr-1454	94	13	have	have	AUX
atssr-1454	94	14	been	be	AUX
atssr-1454	94	15	turned	turn	VERB
atssr-1454	94	16	out	out	ADP
atssr-1454	94	17	to	to	PART
atssr-1454	94	18	be	be	AUX
atssr-1454	94	19	the	the	DET
atssr-1454	94	20	fundamental	fundamental	ADJ
atssr-1454	94	21	strategy	strategy	NOUN
atssr-1454	94	22	for	for	ADP
atssr-1454	94	23	assessing	assess	VERB
atssr-1454	94	24	service	service	NOUN
atssr-1454	94	25	quality	quality	NOUN
atssr-1454	94	26	from	from	ADP
atssr-1454	94	27	the	the	DET
atssr-1454	94	28	consumer	consumer	NOUN
atssr-1454	94	29	’s	’s	PART
atssr-1454	94	30	perspective	perspective	NOUN
atssr-1454	94	31	(	(	PUNCT
atssr-1454	94	32	brown	brown	PROPN
atssr-1454	94	33	et	et	PROPN
atssr-1454	94	34	al	al	PROPN
atssr-1454	94	35	.	.	PROPN
atssr-1454	94	36	,	,	PUNCT
atssr-1454	94	37	1993	1993	NUM
atssr-1454	94	38	)	)	PUNCT
atssr-1454	94	39	,	,	PUNCT
atssr-1454	94	40	downsides	downside	VERB
atssr-1454	94	41	in	in	ADP
atssr-1454	94	42	utilizing	utilize	VERB
atssr-1454	94	43	servqual	servqual	ADJ
atssr-1454	94	44	in	in	ADP
atssr-1454	94	45	measuring	measure	VERB
atssr-1454	94	46	service	service	NOUN
atssr-1454	94	47	quality	quality	NOUN
atssr-1454	94	48	has	have	AUX
atssr-1454	94	49	been	be	AUX
atssr-1454	94	50	the	the	DET
atssr-1454	94	51	reason	reason	NOUN
atssr-1454	94	52	that	that	SCONJ
atssr-1454	94	53	the	the	DET
atssr-1454	94	54	servperf	servperf	NOUN
atssr-1454	94	55	scale	scale	NOUN
atssr-1454	94	56	was	be	AUX
atssr-1454	94	57	proposed	propose	VERB
atssr-1454	94	58	(	(	PUNCT
atssr-1454	94	59	jain	jain	NOUN
atssr-1454	94	60	and	and	CCONJ
atssr-1454	94	61	gupta	gupta	PROPN
atssr-1454	94	62	,	,	PUNCT
atssr-1454	94	63	2004	2004	NUM
atssr-1454	94	64	)	)	PUNCT
atssr-1454	94	65	.	.	PUNCT
atssr-1454	95	1	after	after	SCONJ
atssr-1454	95	2	they	they	PRON
atssr-1454	95	3	raised	raise	VERB
atssr-1454	95	4	doubt	doubt	NOUN
atssr-1454	95	5	about	about	ADP
atssr-1454	95	6	the	the	DET
atssr-1454	95	7	theoretical	theoretical	ADJ
atssr-1454	95	8	premise	premise	NOUN
atssr-1454	95	9	of	of	ADP
atssr-1454	95	10	the	the	DET
atssr-1454	95	11	servqual	servqual	ADJ
atssr-1454	95	12	,	,	PUNCT
atssr-1454	95	13	having	having	AUX
atssr-1454	95	14	discovered	discover	VERB
atssr-1454	95	15	it	it	PRON
atssr-1454	95	16	,	,	PUNCT
atssr-1454	95	17	prompted	prompt	VERB
atssr-1454	95	18	perplexity	perplexity	NOUN
atssr-1454	95	19	with	with	ADP
atssr-1454	95	20	service	service	NOUN
atssr-1454	95	21	satisfaction	satisfaction	NOUN
atssr-1454	95	22	(	(	PUNCT
atssr-1454	95	23	jain	jain	NOUN
atssr-1454	95	24	and	and	CCONJ
atssr-1454	95	25	gupta	gupta	PROPN
atssr-1454	95	26	,	,	PUNCT
atssr-1454	95	27	2004	2004	NUM
atssr-1454	95	28	)	)	PUNCT
atssr-1454	95	29	.	.	PUNCT
atssr-1454	96	1	these	these	DET
atssr-1454	96	2	analysts	analyst	NOUN
atssr-1454	96	3	disposed	dispose	VERB
atssr-1454	96	4	of	of	ADP
atssr-1454	96	5	the	the	DET
atssr-1454	96	6	"	"	PUNCT
atssr-1454	96	7	e	e	NOUN
atssr-1454	96	8	"	"	PUNCT
atssr-1454	96	9	for	for	ADP
atssr-1454	96	10	'	'	PUNCT
atssr-1454	96	11	expectation	expectation	NOUN
atssr-1454	96	12	`	`	PUNCT
atssr-1454	96	13	asserting	assert	VERB
atssr-1454	96	14	rather	rather	ADV
atssr-1454	96	15	that	that	SCONJ
atssr-1454	96	16	"	"	PUNCT
atssr-1454	96	17	p	p	X
atssr-1454	96	18	"	"	PUNCT
atssr-1454	96	19	for	for	ADP
atssr-1454	96	20	‘	'	PUNCT
atssr-1454	96	21	performance	performance	NOUN
atssr-1454	96	22	’	'	PUNCT
atssr-1454	96	23	alone	alone	ADV
atssr-1454	96	24	ought	ought	AUX
atssr-1454	96	25	to	to	PART
atssr-1454	96	26	be	be	AUX
atssr-1454	96	27	utilized	utilize	VERB
atssr-1454	96	28	.	.	PUNCT
atssr-1454	97	1	they	they	PRON
atssr-1454	97	2	implied	imply	VERB
atssr-1454	97	3	that	that	SCONJ
atssr-1454	97	4	higher	high	ADJ
atssr-1454	97	5	perceived	perceive	VERB
atssr-1454	97	6	performance	performance	NOUN
atssr-1454	97	7	involves	involve	VERB
atssr-1454	97	8	higher	high	ADJ
atssr-1454	97	9	quality	quality	NOUN
atssr-1454	97	10	service	service	NOUN
atssr-1454	97	11	.	.	PUNCT
atssr-1454	98	1	lamentably	lamentably	ADV
atssr-1454	98	2	,	,	PUNCT
atssr-1454	98	3	amid	amid	ADP
atssr-1454	98	4	this	this	DET
atssr-1454	98	5	previous	previous	ADJ
atssr-1454	98	6	century	century	NOUN
atssr-1454	98	7	,	,	PUNCT
atssr-1454	98	8	customers	customer	NOUN
atssr-1454	98	9	have	have	AUX
atssr-1454	98	10	changed	change	VERB
atssr-1454	98	11	their	their	PRON
atssr-1454	98	12	behaviours	behaviour	NOUN
atssr-1454	98	13	in	in	ADP
atssr-1454	98	14	ways	way	NOUN
atssr-1454	98	15	that	that	PRON
atssr-1454	98	16	sometimes	sometimes	ADV
atssr-1454	98	17	fall	fall	VERB
atssr-1454	98	18	short	short	ADJ
atssr-1454	98	19	for	for	ADP
atssr-1454	98	20	hierarchical	hierarchical	ADJ
atssr-1454	98	21	conduct	conduct	NOUN
atssr-1454	98	22	.	.	PUNCT
atssr-1454	99	1	till	till	SCONJ
atssr-1454	99	2	date	date	NOUN
atssr-1454	99	3	,	,	PUNCT
atssr-1454	99	4	it	it	PRON
atssr-1454	99	5	is	be	AUX
atssr-1454	99	6	misty	misty	NOUN
atssr-1454	99	7	as	as	ADP
atssr-1454	99	8	to	to	ADP
atssr-1454	99	9	which	which	PRON
atssr-1454	99	10	of	of	ADP
atssr-1454	99	11	servqual	servqual	ADJ
atssr-1454	99	12	and	and	CCONJ
atssr-1454	99	13	servperf	servperf	NOUN
atssr-1454	99	14	is	be	AUX
atssr-1454	99	15	predominant	predominant	ADJ
atssr-1454	99	16	in	in	ADP
atssr-1454	99	17	measuring	measure	VERB
atssr-1454	99	18	service	service	NOUN
atssr-1454	99	19	quality	quality	NOUN
atssr-1454	99	20	(	(	PUNCT
atssr-1454	99	21	jain	jain	NOUN
atssr-1454	99	22	and	and	CCONJ
atssr-1454	99	23	gupta	gupta	PROPN
atssr-1454	99	24	,	,	PUNCT
atssr-1454	99	25	2004	2004	NUM
atssr-1454	99	26	)	)	PUNCT
atssr-1454	99	27	.	.	PUNCT
atssr-1454	100	1	this	this	DET
atssr-1454	100	2	review	review	NOUN
atssr-1454	100	3	measured	measure	VERB
atssr-1454	100	4	service	service	NOUN
atssr-1454	100	5	quality	quality	NOUN
atssr-1454	100	6	with	with	ADP
atssr-1454	100	7	other	other	ADJ
atssr-1454	100	8	service	service	NOUN
atssr-1454	100	9	quality	quality	NOUN
atssr-1454	100	10	measurements	measurement	NOUN
atssr-1454	100	11	,	,	PUNCT
atssr-1454	100	12	for	for	ADP
atssr-1454	100	13	example	example	NOUN
atssr-1454	100	14	,	,	PUNCT
atssr-1454	100	15	specialized	specialized	ADJ
atssr-1454	100	16	and	and	CCONJ
atssr-1454	100	17	utilitarian	utilitarian	ADJ
atssr-1454	100	18	measurements	measurement	NOUN
atssr-1454	100	19	proposed	propose	VERB
atssr-1454	100	20	by	by	ADP
atssr-1454	100	21	grönross	grönross	PROPN
atssr-1454	100	22	(	(	PUNCT
atssr-1454	100	23	1983	1983	NUM
atssr-1454	100	24	)	)	PUNCT
atssr-1454	100	25	.	.	PUNCT
atssr-1454	101	1	thus	thus	ADV
atssr-1454	101	2	it	it	PRON
atssr-1454	101	3	was	be	AUX
atssr-1454	101	4	demonstrated	demonstrate	VERB
atssr-1454	101	5	that	that	SCONJ
atssr-1454	101	6	the	the	DET
atssr-1454	101	7	servqual	servqual	ADJ
atssr-1454	101	8	display	display	NOUN
atssr-1454	101	9	must	must	AUX
atssr-1454	101	10	not	not	PART
atssr-1454	101	11	be	be	AUX
atssr-1454	101	12	utilized	utilize	VERB
atssr-1454	101	13	as	as	ADP
atssr-1454	101	14	a	a	DET
atssr-1454	101	15	part	part	NOUN
atssr-1454	101	16	of	of	ADP
atssr-1454	101	17	assessing	assess	VERB
atssr-1454	101	18	service	service	NOUN
atssr-1454	101	19	quality	quality	NOUN
atssr-1454	101	20	in	in	ADP
atssr-1454	101	21	organizations	organization	NOUN
atssr-1454	101	22	.	.	PUNCT
atssr-1454	102	1	this	this	PRON
atssr-1454	102	2	could	could	AUX
atssr-1454	102	3	imply	imply	VERB
atssr-1454	102	4	that	that	PRON
atssr-1454	102	5	;	;	PUNCT
atssr-1454	102	6	distinctive	distinctive	ADJ
atssr-1454	102	7	businesses	business	NOUN
atssr-1454	102	8	may	may	AUX
atssr-1454	102	9	require	require	VERB
atssr-1454	102	10	diverse	diverse	ADJ
atssr-1454	102	11	estimations	estimation	NOUN
atssr-1454	102	12	for	for	ADP
atssr-1454	102	13	service	service	NOUN
atssr-1454	102	14	quality	quality	NOUN
atssr-1454	102	15	.	.	PUNCT
atssr-1454	103	1	asian	asian	ADJ
atssr-1454	103	2	themes	theme	NOUN
atssr-1454	103	3	in	in	ADP
atssr-1454	103	4	social	social	ADJ
atssr-1454	103	5	sciences	science	NOUN
atssr-1454	103	6	research	research	NOUN
atssr-1454	103	7	2018	2018	NUM
atssr-1454	103	8	,	,	PUNCT
atssr-1454	103	9	vol	vol	NOUN
atssr-1454	103	10	.	.	PROPN
atssr-1454	103	11	1	1	NUM
atssr-1454	103	12	,	,	PUNCT
atssr-1454	103	13	no	no	INTJ
atssr-1454	103	14	.	.	NOUN
atssr-1454	103	15	1	1	NUM
atssr-1454	103	16	,	,	PUNCT
atssr-1454	103	17	pp	pp	ADJ
atssr-1454	103	18	.	.	PUNCT
atssr-1454	104	1	21	21	NUM
atssr-1454	104	2	-	-	SYM
atssr-1454	104	3	27	27	NUM
atssr-1454	104	4	25	25	NUM
atssr-1454	104	5	©	©	PROPN
atssr-1454	104	6	2018	2018	NUM
atssr-1454	104	7	by	by	ADP
atssr-1454	104	8	the	the	DET
atssr-1454	104	9	authors	author	NOUN
atssr-1454	104	10	;	;	PUNCT
atssr-1454	105	1	licensee	licensee	VERB
atssr-1454	105	2	online	online	ADJ
atssr-1454	105	3	academic	academic	ADJ
atssr-1454	105	4	press	press	NOUN
atssr-1454	105	5	,	,	PUNCT
atssr-1454	105	6	usa	usa	PROPN
atssr-1454	105	7	3	3	NUM
atssr-1454	105	8	.	.	PUNCT
atssr-1454	105	9	method	method	NOUN
atssr-1454	105	10	this	this	DET
atssr-1454	105	11	study	study	NOUN
atssr-1454	105	12	used	use	VERB
atssr-1454	105	13	a	a	DET
atssr-1454	105	14	descriptive	descriptive	ADJ
atssr-1454	105	15	design	design	NOUN
atssr-1454	105	16	,	,	PUNCT
atssr-1454	105	17	by	by	ADP
atssr-1454	105	18	exploring	explore	VERB
atssr-1454	105	19	some	some	PRON
atssr-1454	105	20	of	of	ADP
atssr-1454	105	21	the	the	DET
atssr-1454	105	22	literature	literature	NOUN
atssr-1454	105	23	that	that	PRON
atssr-1454	105	24	discusses	discuss	VERB
atssr-1454	105	25	on	on	ADP
atssr-1454	105	26	customer	customer	NOUN
atssr-1454	105	27	satisfaction	satisfaction	NOUN
atssr-1454	105	28	and	and	CCONJ
atssr-1454	105	29	service	service	NOUN
atssr-1454	105	30	quality	quality	NOUN
atssr-1454	105	31	how	how	SCONJ
atssr-1454	105	32	to	to	PART
atssr-1454	105	33	improve	improve	VERB
atssr-1454	105	34	the	the	DET
atssr-1454	105	35	both	both	CCONJ
atssr-1454	105	36	public	public	ADJ
atssr-1454	105	37	and	and	CCONJ
atssr-1454	105	38	private	private	ADJ
atssr-1454	105	39	business	business	NOUN
atssr-1454	105	40	parts	part	NOUN
atssr-1454	105	41	in	in	ADP
atssr-1454	105	42	marketing	marketing	NOUN
atssr-1454	105	43	practice	practice	NOUN
atssr-1454	105	44	.	.	PUNCT
atssr-1454	106	1	4	4	X
atssr-1454	106	2	.	.	X
atssr-1454	106	3	discussion	discussion	NOUN
atssr-1454	106	4	4.1	4.1	NUM
atssr-1454	106	5	.	.	PUNCT
atssr-1454	107	1	customer	customer	NOUN
atssr-1454	107	2	satisfaction	satisfaction	NOUN
atssr-1454	107	3	and	and	CCONJ
atssr-1454	107	4	service	service	NOUN
atssr-1454	107	5	quality	quality	NOUN
atssr-1454	107	6	concerning	concern	VERB
atssr-1454	107	7	relationship	relationship	NOUN
atssr-1454	107	8	between	between	ADP
atssr-1454	107	9	customer	customer	NOUN
atssr-1454	107	10	satisfaction	satisfaction	NOUN
atssr-1454	107	11	and	and	CCONJ
atssr-1454	107	12	service	service	NOUN
atssr-1454	107	13	quality	quality	NOUN
atssr-1454	107	14	,	,	PUNCT
atssr-1454	107	15	initially	initially	ADV
atssr-1454	107	16	recommended	recommend	VERB
atssr-1454	107	17	that	that	SCONJ
atssr-1454	107	18	service	service	NOUN
atssr-1454	107	19	quality	quality	NOUN
atssr-1454	107	20	would	would	AUX
atssr-1454	107	21	be	be	AUX
atssr-1454	107	22	forerunner	forerunner	ADJ
atssr-1454	107	23	to	to	ADP
atssr-1454	107	24	customer	customer	NOUN
atssr-1454	107	25	satisfaction	satisfaction	NOUN
atssr-1454	107	26	paying	pay	VERB
atssr-1454	107	27	little	little	ADJ
atssr-1454	107	28	respect	respect	NOUN
atssr-1454	107	29	to	to	ADP
atssr-1454	107	30	whether	whether	SCONJ
atssr-1454	107	31	these	these	PRON
atssr-1454	107	32	builds	build	VERB
atssr-1454	107	33	were	be	AUX
atssr-1454	107	34	total	total	ADJ
atssr-1454	107	35	or	or	CCONJ
atssr-1454	107	36	exchange	exchange	VERB
atssr-1454	107	37	particular	particular	ADJ
atssr-1454	107	38	.	.	PUNCT
atssr-1454	108	1	a	a	DET
atssr-1454	108	2	few	few	ADJ
atssr-1454	108	3	specialists	specialist	NOUN
atssr-1454	108	4	have	have	AUX
atssr-1454	108	5	discovered	discover	VERB
atssr-1454	108	6	observational	observational	ADJ
atssr-1454	108	7	backings	backing	NOUN
atssr-1454	108	8	for	for	ADP
atssr-1454	108	9	the	the	DET
atssr-1454	108	10	perspective	perspective	NOUN
atssr-1454	108	11	of	of	ADP
atssr-1454	108	12	the	the	DET
atssr-1454	108	13	point	point	NOUN
atssr-1454	108	14	said	say	VERB
atssr-1454	108	15	above	above	ADV
atssr-1454	108	16	(	(	PUNCT
atssr-1454	108	17	claes	claes	PROPN
atssr-1454	108	18	and	and	CCONJ
atssr-1454	108	19	michael	michael	PROPN
atssr-1454	108	20	,	,	PUNCT
atssr-1454	108	21	1996	1996	NUM
atssr-1454	108	22	)	)	PUNCT
atssr-1454	108	23	where	where	SCONJ
atssr-1454	108	24	customer	customer	NOUN
atssr-1454	108	25	satisfaction	satisfaction	NOUN
atssr-1454	108	26	came	come	VERB
atssr-1454	108	27	subsequently	subsequently	ADV
atssr-1454	108	28	of	of	ADP
atssr-1454	108	29	service	service	NOUN
atssr-1454	108	30	quality	quality	NOUN
atssr-1454	108	31	.	.	PUNCT
atssr-1454	109	1	in	in	ADP
atssr-1454	109	2	relating	relate	VERB
atssr-1454	109	3	customer	customer	NOUN
atssr-1454	109	4	satisfaction	satisfaction	NOUN
atssr-1454	109	5	and	and	CCONJ
atssr-1454	109	6	service	service	NOUN
atssr-1454	109	7	quality	quality	NOUN
atssr-1454	109	8	,	,	PUNCT
atssr-1454	109	9	scientists	scientist	NOUN
atssr-1454	109	10	have	have	AUX
atssr-1454	109	11	been	be	AUX
atssr-1454	109	12	more	more	ADV
atssr-1454	109	13	exact	exact	ADJ
atssr-1454	109	14	about	about	ADP
atssr-1454	109	15	the	the	DET
atssr-1454	109	16	significance	significance	NOUN
atssr-1454	109	17	and	and	CCONJ
atssr-1454	109	18	estimations	estimation	NOUN
atssr-1454	109	19	of	of	ADP
atssr-1454	109	20	satisfaction	satisfaction	NOUN
atssr-1454	109	21	and	and	CCONJ
atssr-1454	109	22	service	service	NOUN
atssr-1454	109	23	quality	quality	NOUN
atssr-1454	109	24	.	.	PUNCT
atssr-1454	110	1	satisfaction	satisfaction	NOUN
atssr-1454	110	2	and	and	CCONJ
atssr-1454	110	3	service	service	NOUN
atssr-1454	110	4	quality	quality	NOUN
atssr-1454	110	5	have	have	VERB
atssr-1454	110	6	certain	certain	ADJ
atssr-1454	110	7	things	thing	NOUN
atssr-1454	110	8	in	in	ADP
atssr-1454	110	9	like	like	ADP
atssr-1454	110	10	manner	manner	NOUN
atssr-1454	110	11	;	;	PUNCT
atssr-1454	110	12	however	however	ADV
atssr-1454	110	13	satisfaction	satisfaction	NOUN
atssr-1454	110	14	by	by	ADP
atssr-1454	110	15	and	and	CCONJ
atssr-1454	110	16	large	large	ADJ
atssr-1454	110	17	is	be	AUX
atssr-1454	110	18	a	a	DET
atssr-1454	110	19	more	more	ADV
atssr-1454	110	20	extensive	extensive	ADJ
atssr-1454	110	21	idea	idea	NOUN
atssr-1454	110	22	,	,	PUNCT
atssr-1454	110	23	though	though	SCONJ
atssr-1454	110	24	service	service	NOUN
atssr-1454	110	25	quality	quality	NOUN
atssr-1454	110	26	concentrates	concentrate	VERB
atssr-1454	110	27	particularly	particularly	ADV
atssr-1454	110	28	on	on	ADP
atssr-1454	110	29	measurements	measurement	NOUN
atssr-1454	110	30	of	of	ADP
atssr-1454	110	31	service	service	NOUN
atssr-1454	110	32	(	(	PUNCT
atssr-1454	110	33	alan	alan	PROPN
atssr-1454	110	34	et	et	PROPN
atssr-1454	110	35	al	al	PROPN
atssr-1454	110	36	.	.	PROPN
atssr-1454	110	37	,	,	PUNCT
atssr-1454	110	38	2012	2012	NUM
atssr-1454	110	39	)	)	PUNCT
atssr-1454	110	40	.	.	PUNCT
atssr-1454	111	1	in	in	ADP
atssr-1454	111	2	spite	spite	NOUN
atssr-1454	111	3	of	of	ADP
atssr-1454	111	4	the	the	DET
atssr-1454	111	5	fact	fact	NOUN
atssr-1454	111	6	that	that	SCONJ
atssr-1454	111	7	it	it	PRON
atssr-1454	111	8	is	be	AUX
atssr-1454	111	9	expressed	express	VERB
atssr-1454	111	10	that	that	SCONJ
atssr-1454	111	11	different	different	ADJ
atssr-1454	111	12	elements	element	NOUN
atssr-1454	111	13	,	,	PUNCT
atssr-1454	111	14	for	for	ADP
atssr-1454	111	15	example	example	NOUN
atssr-1454	111	16	,	,	PUNCT
atssr-1454	111	17	cost	cost	NOUN
atssr-1454	111	18	and	and	CCONJ
atssr-1454	111	19	item	item	NOUN
atssr-1454	111	20	quality	quality	NOUN
atssr-1454	111	21	can	can	AUX
atssr-1454	111	22	influence	influence	VERB
atssr-1454	111	23	customer	customer	NOUN
atssr-1454	111	24	satisfaction	satisfaction	NOUN
atssr-1454	111	25	,	,	PUNCT
atssr-1454	111	26	saw	see	VERB
atssr-1454	111	27	service	service	NOUN
atssr-1454	111	28	quality	quality	NOUN
atssr-1454	111	29	is	be	AUX
atssr-1454	111	30	a	a	DET
atssr-1454	111	31	part	part	NOUN
atssr-1454	111	32	of	of	ADP
atssr-1454	111	33	customer	customer	NOUN
atssr-1454	111	34	satisfaction	satisfaction	NOUN
atssr-1454	111	35	(	(	PUNCT
atssr-1454	111	36	valarie	valarie	PROPN
atssr-1454	111	37	,	,	PUNCT
atssr-1454	111	38	mary	mary	PROPN
atssr-1454	111	39	and	and	CCONJ
atssr-1454	111	40	dwayne	dwayne	PROPN
atssr-1454	111	41	,	,	PUNCT
atssr-1454	111	42	2006	2006	NUM
atssr-1454	111	43	)	)	PUNCT
atssr-1454	111	44	.	.	PUNCT
atssr-1454	112	1	this	this	DET
atssr-1454	112	2	hypothesis	hypothesis	NOUN
atssr-1454	112	3	agrees	agree	VERB
atssr-1454	112	4	to	to	ADP
atssr-1454	112	5	the	the	DET
atssr-1454	112	6	possibility	possibility	NOUN
atssr-1454	112	7	of	of	ADP
atssr-1454	112	8	alan	alan	PROPN
atssr-1454	112	9	et	et	PROPN
atssr-1454	112	10	al	al	PROPN
atssr-1454	112	11	.	.	PROPN
atssr-1454	113	1	(	(	PUNCT
atssr-1454	113	2	2012	2012	NUM
atssr-1454	113	3	)	)	PUNCT
atssr-1454	114	1	and	and	CCONJ
atssr-1454	114	2	has	have	AUX
atssr-1454	114	3	been	be	AUX
atssr-1454	114	4	affirmed	affirm	VERB
atssr-1454	114	5	by	by	ADP
atssr-1454	114	6	the	the	DET
atssr-1454	114	7	meaning	meaning	NOUN
atssr-1454	114	8	of	of	ADP
atssr-1454	114	9	customer	customer	NOUN
atssr-1454	114	10	satisfaction	satisfaction	NOUN
atssr-1454	114	11	introduced	introduce	VERB
atssr-1454	114	12	by	by	ADP
atssr-1454	114	13	different	different	ADJ
atssr-1454	114	14	specialists	specialist	NOUN
atssr-1454	114	15	.	.	PUNCT
atssr-1454	115	1	figure-4	figure-4	X
atssr-1454	115	2	.	.	PUNCT
atssr-1454	115	3	customer	customer	NOUN
atssr-1454	115	4	perceptions	perception	NOUN
atssr-1454	115	5	of	of	ADP
atssr-1454	115	6	quality	quality	NOUN
atssr-1454	115	7	and	and	CCONJ
atssr-1454	115	8	customer	customer	NOUN
atssr-1454	115	9	satisfaction	satisfaction	NOUN
atssr-1454	115	10	.	.	PUNCT
atssr-1454	116	1	source	source	NOUN
atssr-1454	116	2	:	:	PUNCT
atssr-1454	116	3	alan	alan	PROPN
atssr-1454	116	4	et	et	PROPN
atssr-1454	116	5	al	al	PROPN
atssr-1454	116	6	.	.	PROPN
atssr-1454	116	7	,	,	PUNCT
atssr-1454	116	8	(	(	PUNCT
atssr-1454	116	9	2012	2012	NUM
atssr-1454	116	10	)	)	PUNCT
atssr-1454	116	11	.	.	PUNCT
atssr-1454	117	1	the	the	DET
atssr-1454	117	2	above	above	ADJ
atssr-1454	117	3	figure	figure	NOUN
atssr-1454	117	4	demonstrates	demonstrate	VERB
atssr-1454	117	5	the	the	DET
atssr-1454	117	6	relationship	relationship	NOUN
atssr-1454	117	7	between	between	ADP
atssr-1454	117	8	customer	customer	NOUN
atssr-1454	117	9	satisfaction	satisfaction	NOUN
atssr-1454	117	10	and	and	CCONJ
atssr-1454	117	11	service	service	NOUN
atssr-1454	117	12	quality	quality	NOUN
atssr-1454	117	13	.	.	PUNCT
atssr-1454	118	1	the	the	DET
atssr-1454	118	2	creator	creator	NOUN
atssr-1454	118	3	exhibited	exhibit	VERB
atssr-1454	118	4	a	a	DET
atssr-1454	118	5	circumstance	circumstance	NOUN
atssr-1454	118	6	that	that	PRON
atssr-1454	118	7	service	service	NOUN
atssr-1454	118	8	quality	quality	NOUN
atssr-1454	118	9	is	be	AUX
atssr-1454	118	10	an	an	DET
atssr-1454	118	11	engaged	engaged	ADJ
atssr-1454	118	12	assessment	assessment	NOUN
atssr-1454	118	13	that	that	PRON
atssr-1454	118	14	mirrors	mirror	VERB
atssr-1454	118	15	the	the	DET
atssr-1454	118	16	customer	customer	NOUN
atssr-1454	118	17	’s	’s	PART
atssr-1454	118	18	perception	perception	NOUN
atssr-1454	118	19	of	of	ADP
atssr-1454	118	20	reliability	reliability	NOUN
atssr-1454	118	21	,	,	PUNCT
atssr-1454	118	22	assurance	assurance	NOUN
atssr-1454	118	23	,	,	PUNCT
atssr-1454	118	24	responsiveness	responsiveness	NOUN
atssr-1454	118	25	,	,	PUNCT
atssr-1454	118	26	empathy	empathy	NOUN
atssr-1454	118	27	and	and	CCONJ
atssr-1454	118	28	tangibility	tangibility	NOUN
atssr-1454	118	29	and	and	CCONJ
atssr-1454	118	30	substantial	substantial	ADJ
atssr-1454	118	31	quality	quality	NOUN
atssr-1454	118	32	while	while	SCONJ
atssr-1454	118	33	satisfaction	satisfaction	NOUN
atssr-1454	118	34	is	be	AUX
atssr-1454	118	35	more	more	ADV
atssr-1454	118	36	comprehensive	comprehensive	ADJ
atssr-1454	118	37	and	and	CCONJ
atssr-1454	118	38	it	it	PRON
atssr-1454	118	39	is	be	AUX
atssr-1454	118	40	affected	affect	VERB
atssr-1454	118	41	by	by	ADP
atssr-1454	118	42	view	view	NOUN
atssr-1454	118	43	of	of	ADP
atssr-1454	118	44	service	service	NOUN
atssr-1454	118	45	quality	quality	NOUN
atssr-1454	118	46	,	,	PUNCT
atssr-1454	118	47	item	item	NOUN
atssr-1454	118	48	quality	quality	NOUN
atssr-1454	118	49	and	and	CCONJ
atssr-1454	118	50	cost	cost	NOUN
atssr-1454	118	51	,	,	PUNCT
atssr-1454	118	52	likewise	likewise	ADV
atssr-1454	118	53	situational	situational	ADJ
atssr-1454	118	54	components	component	NOUN
atssr-1454	118	55	and	and	CCONJ
atssr-1454	118	56	individual	individual	ADJ
atssr-1454	118	57	variables	variable	NOUN
atssr-1454	118	58	(	(	PUNCT
atssr-1454	118	59	alan	alan	PROPN
atssr-1454	118	60	et	et	PROPN
atssr-1454	118	61	al	al	PROPN
atssr-1454	118	62	.	.	PROPN
atssr-1454	118	63	,	,	PUNCT
atssr-1454	118	64	2012	2012	NUM
atssr-1454	118	65	)	)	PUNCT
atssr-1454	118	66	.	.	PUNCT
atssr-1454	119	1	it	it	PRON
atssr-1454	119	2	has	have	AUX
atssr-1454	119	3	been	be	AUX
atssr-1454	119	4	demonstrated	demonstrate	VERB
atssr-1454	119	5	from	from	ADP
atssr-1454	119	6	past	past	ADJ
atssr-1454	119	7	looks	look	NOUN
atssr-1454	119	8	into	into	ADP
atssr-1454	119	9	on	on	ADP
atssr-1454	119	10	service	service	NOUN
atssr-1454	119	11	quality	quality	NOUN
atssr-1454	119	12	and	and	CCONJ
atssr-1454	119	13	customer	customer	NOUN
atssr-1454	119	14	satisfaction	satisfaction	NOUN
atssr-1454	119	15	that	that	SCONJ
atssr-1454	119	16	customer	customer	NOUN
atssr-1454	119	17	satisfaction	satisfaction	NOUN
atssr-1454	119	18	and	and	CCONJ
atssr-1454	119	19	service	service	NOUN
atssr-1454	119	20	quality	quality	NOUN
atssr-1454	119	21	are	be	AUX
atssr-1454	119	22	connected	connect	VERB
atssr-1454	119	23	from	from	ADP
atssr-1454	119	24	their	their	PRON
atssr-1454	119	25	definitions	definition	NOUN
atssr-1454	119	26	to	to	ADP
atssr-1454	119	27	their	their	PRON
atssr-1454	119	28	relationships	relationship	NOUN
atssr-1454	119	29	with	with	ADP
atssr-1454	119	30	different	different	ADJ
atssr-1454	119	31	perspectives	perspective	NOUN
atssr-1454	119	32	in	in	ADP
atssr-1454	119	33	business	business	NOUN
atssr-1454	119	34	.	.	PUNCT
atssr-1454	120	1	parasuraman	parasuraman	NOUN
atssr-1454	120	2	et	et	PROPN
atssr-1454	120	3	al	al	PROPN
atssr-1454	120	4	.	.	PROPN
atssr-1454	120	5	,	,	PUNCT
atssr-1454	120	6	(	(	PUNCT
atssr-1454	120	7	1985	1985	NUM
atssr-1454	120	8	)	)	PUNCT
atssr-1454	120	9	in	in	ADP
atssr-1454	120	10	their	their	PRON
atssr-1454	120	11	review	review	NOUN
atssr-1454	120	12	,	,	PUNCT
atssr-1454	120	13	recommended	recommend	VERB
atssr-1454	120	14	that	that	SCONJ
atssr-1454	120	15	when	when	SCONJ
atssr-1454	120	16	seen	see	VERB
atssr-1454	120	17	service	service	NOUN
atssr-1454	120	18	quality	quality	NOUN
atssr-1454	120	19	is	be	AUX
atssr-1454	120	20	high	high	ADJ
atssr-1454	120	21	,	,	PUNCT
atssr-1454	120	22	then	then	ADV
atssr-1454	120	23	it	it	PRON
atssr-1454	120	24	will	will	AUX
atssr-1454	120	25	prompt	prompt	VERB
atssr-1454	120	26	increment	increment	NOUN
atssr-1454	120	27	in	in	ADP
atssr-1454	120	28	customer	customer	NOUN
atssr-1454	120	29	satisfaction	satisfaction	NOUN
atssr-1454	120	30	.	.	PUNCT
atssr-1454	121	1	some	some	DET
atssr-1454	121	2	different	different	ADJ
atssr-1454	121	3	authors	author	NOUN
atssr-1454	121	4	comprehended	comprehend	VERB
atssr-1454	121	5	with	with	ADP
atssr-1454	121	6	the	the	DET
atssr-1454	121	7	thought	thought	NOUN
atssr-1454	121	8	raised	raise	VERB
atssr-1454	121	9	by	by	ADP
atssr-1454	121	10	parasuraman	parasuraman	NOUN
atssr-1454	121	11	et	et	PROPN
atssr-1454	121	12	al	al	PROPN
atssr-1454	121	13	.	.	PROPN
atssr-1454	121	14	,	,	PUNCT
atssr-1454	121	15	(	(	PUNCT
atssr-1454	121	16	1985	1985	NUM
atssr-1454	121	17	)	)	PUNCT
atssr-1454	121	18	and	and	CCONJ
atssr-1454	121	19	they	they	PRON
atssr-1454	121	20	recognized	recognize	VERB
atssr-1454	121	21	that	that	SCONJ
atssr-1454	121	22	“	"	PUNCT
atssr-1454	121	23	customer	customer	NOUN
atssr-1454	121	24	satisfaction	satisfaction	NOUN
atssr-1454	121	25	is	be	AUX
atssr-1454	121	26	based	base	VERB
atssr-1454	121	27	upon	upon	SCONJ
atssr-1454	121	28	the	the	DET
atssr-1454	121	29	level	level	NOUN
atssr-1454	121	30	of	of	ADP
atssr-1454	121	31	service	service	NOUN
atssr-1454	121	32	quality	quality	NOUN
atssr-1454	121	33	that	that	PRON
atssr-1454	121	34	is	be	AUX
atssr-1454	121	35	given	give	VERB
atssr-1454	121	36	by	by	ADP
atssr-1454	121	37	the	the	DET
atssr-1454	121	38	service	service	NOUN
atssr-1454	121	39	providers	provider	NOUN
atssr-1454	121	40	“	"	PUNCT
atssr-1454	121	41	(	(	PUNCT
atssr-1454	121	42	saravanan	saravanan	PROPN
atssr-1454	121	43	and	and	CCONJ
atssr-1454	121	44	rao	rao	PROPN
atssr-1454	121	45	,	,	PUNCT
atssr-1454	121	46	2007	2007	NUM
atssr-1454	121	47	)	)	PUNCT
atssr-1454	121	48	.	.	PUNCT
atssr-1454	122	1	investigating	investigate	VERB
atssr-1454	122	2	figure	figure	NOUN
atssr-1454	122	3	4	4	NUM
atssr-1454	122	4	relating	relate	VERB
atssr-1454	122	5	it	it	PRON
atssr-1454	122	6	to	to	ADP
atssr-1454	122	7	these	these	DET
atssr-1454	122	8	authors	author	NOUN
atssr-1454	122	9	’	’	PART
atssr-1454	122	10	perspectives	perspective	NOUN
atssr-1454	122	11	,	,	PUNCT
atssr-1454	122	12	it	it	PRON
atssr-1454	122	13	is	be	AUX
atssr-1454	122	14	obvious	obvious	ADJ
atssr-1454	122	15	that	that	SCONJ
atssr-1454	122	16	meaning	meaning	NOUN
atssr-1454	122	17	of	of	ADP
atssr-1454	122	18	customer	customer	NOUN
atssr-1454	122	19	satisfaction	satisfaction	NOUN
atssr-1454	122	20	includes	include	VERB
atssr-1454	122	21	anticipated	anticipate	VERB
atssr-1454	122	22	and	and	CCONJ
atssr-1454	122	23	saw	see	VERB
atssr-1454	122	24	service	service	NOUN
atssr-1454	122	25	.	.	PUNCT
atssr-1454	123	1	notwithstanding	notwithstanding	ADP
atssr-1454	123	2	what	what	PRON
atssr-1454	123	3	alternate	alternate	ADJ
atssr-1454	123	4	scientists	scientist	NOUN
atssr-1454	123	5	have	have	AUX
atssr-1454	123	6	discovered	discover	VERB
atssr-1454	123	7	from	from	ADP
atssr-1454	123	8	customer	customer	NOUN
atssr-1454	123	9	satisfaction	satisfaction	NOUN
atssr-1454	123	10	and	and	CCONJ
atssr-1454	123	11	service	service	NOUN
atssr-1454	123	12	quality	quality	NOUN
atssr-1454	123	13	,	,	PUNCT
atssr-1454	123	14	some	some	DET
atssr-1454	123	15	different	different	ADJ
atssr-1454	123	16	authors	author	NOUN
atssr-1454	123	17	,	,	PUNCT
atssr-1454	123	18	went	go	VERB
atssr-1454	123	19	into	into	ADP
atssr-1454	123	20	points	point	NOUN
atssr-1454	123	21	of	of	ADP
atssr-1454	123	22	interest	interest	NOUN
atssr-1454	123	23	to	to	PART
atssr-1454	123	24	acquire	acquire	VERB
atssr-1454	123	25	customer	customer	NOUN
atssr-1454	123	26	value	value	NOUN
atssr-1454	123	27	in	in	ADP
atssr-1454	123	28	the	the	DET
atssr-1454	123	29	investigation	investigation	NOUN
atssr-1454	123	30	of	of	ADP
atssr-1454	123	31	the	the	DET
atssr-1454	123	32	relationship	relationship	NOUN
atssr-1454	123	33	between	between	ADP
atssr-1454	123	34	customer	customer	NOUN
atssr-1454	123	35	satisfaction	satisfaction	NOUN
atssr-1454	123	36	and	and	CCONJ
atssr-1454	123	37	service	service	NOUN
atssr-1454	123	38	quality	quality	NOUN
atssr-1454	123	39	.	.	PUNCT
atssr-1454	124	1	accentuation	accentuation	NOUN
atssr-1454	124	2	was	be	AUX
atssr-1454	124	3	then	then	ADV
atssr-1454	124	4	paid	pay	VERB
atssr-1454	124	5	to	to	ADP
atssr-1454	124	6	the	the	DET
atssr-1454	124	7	investigation	investigation	NOUN
atssr-1454	124	8	of	of	ADP
atssr-1454	124	9	the	the	DET
atssr-1454	124	10	dynamic	dynamic	ADJ
atssr-1454	124	11	relationships	relationship	NOUN
atssr-1454	124	12	among	among	ADP
atssr-1454	124	13	service	service	NOUN
atssr-1454	124	14	quality	quality	NOUN
atssr-1454	124	15	,	,	PUNCT
atssr-1454	124	16	customer	customer	NOUN
atssr-1454	124	17	value	value	NOUN
atssr-1454	124	18	,	,	PUNCT
atssr-1454	124	19	customer	customer	NOUN
atssr-1454	124	20	satisfaction	satisfaction	NOUN
atssr-1454	124	21	and	and	CCONJ
atssr-1454	124	22	their	their	PRON
atssr-1454	124	23	impacts	impact	NOUN
atssr-1454	124	24	on	on	ADP
atssr-1454	124	25	future	future	ADJ
atssr-1454	124	26	practices	practice	NOUN
atssr-1454	124	27	after	after	SCONJ
atssr-1454	124	28	the	the	DET
atssr-1454	124	29	key	key	ADJ
atssr-1454	124	30	drivers	driver	NOUN
atssr-1454	124	31	of	of	ADP
atssr-1454	124	32	customer	customer	NOUN
atssr-1454	124	33	value	value	NOUN
atssr-1454	124	34	and	and	CCONJ
atssr-1454	124	35	customer	customer	NOUN
atssr-1454	124	36	satisfaction	satisfaction	NOUN
atssr-1454	124	37	were	be	AUX
atssr-1454	124	38	distinguished	distinguish	VERB
atssr-1454	124	39	(	(	PUNCT
atssr-1454	124	40	wang	wang	PROPN
atssr-1454	124	41	,	,	PUNCT
atssr-1454	124	42	po	po	PROPN
atssr-1454	124	43	lo	lo	PROPN
atssr-1454	124	44	,	,	PUNCT
atssr-1454	124	45	chi	chi	NOUN
atssr-1454	124	46	and	and	CCONJ
atssr-1454	124	47	yang	yang	PROPN
atssr-1454	124	48	,	,	PUNCT
atssr-1454	124	49	2004	2004	NUM
atssr-1454	124	50	)	)	PUNCT
atssr-1454	124	51	.	.	PUNCT
atssr-1454	125	1	this	this	DET
atssr-1454	125	2	review	review	NOUN
atssr-1454	125	3	mixed	mix	VERB
atssr-1454	125	4	the	the	DET
atssr-1454	125	5	investigation	investigation	NOUN
atssr-1454	125	6	of	of	ADP
atssr-1454	125	7	customer	customer	NOUN
atssr-1454	125	8	satisfaction	satisfaction	NOUN
atssr-1454	125	9	and	and	CCONJ
atssr-1454	125	10	service	service	NOUN
atssr-1454	125	11	quality	quality	NOUN
atssr-1454	125	12	with	with	ADP
atssr-1454	125	13	customer	customer	NOUN
atssr-1454	125	14	value	value	NOUN
atssr-1454	125	15	which	which	PRON
atssr-1454	125	16	added	add	VERB
atssr-1454	125	17	more	more	ADJ
atssr-1454	125	18	weight	weight	NOUN
atssr-1454	125	19	to	to	ADP
atssr-1454	125	20	the	the	DET
atssr-1454	125	21	linkage	linkage	NOUN
atssr-1454	125	22	between	between	ADP
atssr-1454	125	23	customer	customer	NOUN
atssr-1454	125	24	satisfaction	satisfaction	NOUN
atssr-1454	125	25	and	and	CCONJ
atssr-1454	125	26	service	service	NOUN
atssr-1454	125	27	quality	quality	NOUN
atssr-1454	125	28	because	because	SCONJ
atssr-1454	125	29	value	value	NOUN
atssr-1454	125	30	is	be	AUX
atssr-1454	125	31	the	the	DET
atssr-1454	125	32	thing	thing	NOUN
atssr-1454	125	33	that	that	PRON
atssr-1454	125	34	customers	customer	NOUN
atssr-1454	125	35	look	look	VERB
atssr-1454	125	36	in	in	ADP
atssr-1454	125	37	an	an	DET
atssr-1454	125	38	offer	offer	NOUN
atssr-1454	125	39	.	.	PUNCT
atssr-1454	126	1	5	5	X
atssr-1454	126	2	.	.	X
atssr-1454	126	3	conclusion	conclusion	NOUN
atssr-1454	126	4	the	the	DET
atssr-1454	126	5	service	service	NOUN
atssr-1454	126	6	quality	quality	NOUN
atssr-1454	126	7	is	be	AUX
atssr-1454	126	8	a	a	DET
atssr-1454	126	9	drawn	draw	VERB
atssr-1454	126	10	in	in	ADP
atssr-1454	126	11	evaluation	evaluation	NOUN
atssr-1454	126	12	that	that	PRON
atssr-1454	126	13	mirrors	mirror	VERB
atssr-1454	126	14	the	the	DET
atssr-1454	126	15	customer	customer	NOUN
atssr-1454	126	16	’s	’s	PART
atssr-1454	126	17	perception	perception	NOUN
atssr-1454	126	18	of	of	ADP
atssr-1454	126	19	reliability	reliability	NOUN
atssr-1454	126	20	,	,	PUNCT
atssr-1454	126	21	assurance	assurance	NOUN
atssr-1454	126	22	,	,	PUNCT
atssr-1454	126	23	responsiveness	responsiveness	NOUN
atssr-1454	126	24	,	,	PUNCT
atssr-1454	126	25	empathy	empathy	NOUN
atssr-1454	126	26	and	and	CCONJ
atssr-1454	126	27	tangibility	tangibility	NOUN
atssr-1454	126	28	and	and	CCONJ
atssr-1454	126	29	substantial	substantial	ADJ
atssr-1454	126	30	quality	quality	NOUN
atssr-1454	126	31	while	while	SCONJ
atssr-1454	126	32	satisfaction	satisfaction	NOUN
atssr-1454	126	33	is	be	AUX
atssr-1454	126	34	more	more	ADV
atssr-1454	126	35	thorough	thorough	ADJ
atssr-1454	126	36	and	and	CCONJ
atssr-1454	126	37	it	it	PRON
atssr-1454	126	38	is	be	AUX
atssr-1454	126	39	influenced	influence	VERB
atssr-1454	126	40	by	by	ADP
atssr-1454	126	41	perspective	perspective	NOUN
atssr-1454	126	42	of	of	ADP
atssr-1454	126	43	service	service	NOUN
atssr-1454	126	44	quality	quality	NOUN
atssr-1454	126	45	,	,	PUNCT
atssr-1454	126	46	item	item	NOUN
atssr-1454	126	47	quality	quality	NOUN
atssr-1454	126	48	and	and	CCONJ
atssr-1454	126	49	cost	cost	NOUN
atssr-1454	126	50	,	,	PUNCT
atssr-1454	126	51	moreover	moreover	ADV
atssr-1454	126	52	situational	situational	ADJ
atssr-1454	126	53	segments	segment	NOUN
atssr-1454	126	54	and	and	CCONJ
atssr-1454	126	55	individual	individual	ADJ
atssr-1454	126	56	factors	factor	NOUN
atssr-1454	126	57	.	.	PUNCT
atssr-1454	127	1	the	the	DET
atssr-1454	127	2	service	service	NOUN
atssr-1454	127	3	quality	quality	NOUN
atssr-1454	127	4	and	and	CCONJ
atssr-1454	127	5	customer	customer	NOUN
atssr-1454	127	6	satisfaction	satisfaction	NOUN
atssr-1454	127	7	are	be	AUX
atssr-1454	127	8	connected	connect	VERB
atssr-1454	127	9	from	from	ADP
atssr-1454	127	10	their	their	PRON
atssr-1454	127	11	definitions	definition	NOUN
atssr-1454	127	12	to	to	ADP
atssr-1454	127	13	their	their	PRON
atssr-1454	127	14	asian	asian	ADJ
atssr-1454	127	15	themes	theme	NOUN
atssr-1454	127	16	in	in	ADP
atssr-1454	127	17	social	social	ADJ
atssr-1454	127	18	sciences	science	NOUN
atssr-1454	127	19	research	research	NOUN
atssr-1454	127	20	2018	2018	NUM
atssr-1454	127	21	,	,	PUNCT
atssr-1454	127	22	vol	vol	NOUN
atssr-1454	127	23	.	.	PROPN
atssr-1454	128	1	1	1	NUM
atssr-1454	128	2	,	,	PUNCT
atssr-1454	128	3	no	no	INTJ
atssr-1454	128	4	.	.	NOUN
atssr-1454	128	5	1	1	NUM
atssr-1454	128	6	,	,	PUNCT
atssr-1454	128	7	pp	pp	ADJ
atssr-1454	128	8	.	.	PUNCT
atssr-1454	129	1	21	21	NUM
atssr-1454	129	2	-	-	SYM
atssr-1454	129	3	27	27	NUM
atssr-1454	129	4	26	26	NUM
atssr-1454	129	5	©	©	PROPN
atssr-1454	129	6	2018	2018	NUM
atssr-1454	129	7	by	by	ADP
atssr-1454	129	8	the	the	DET
atssr-1454	129	9	authors	author	NOUN
atssr-1454	129	10	;	;	PUNCT
atssr-1454	129	11	licensee	licensee	VERB
atssr-1454	129	12	online	online	ADJ
atssr-1454	129	13	academic	academic	ADJ
atssr-1454	129	14	press	press	NOUN
atssr-1454	129	15	,	,	PUNCT
atssr-1454	129	16	usa	usa	PROPN
atssr-1454	129	17	relationships	relationship	NOUN
atssr-1454	129	18	with	with	ADP
atssr-1454	129	19	different	different	ADJ
atssr-1454	129	20	perspectives	perspective	NOUN
atssr-1454	129	21	in	in	ADP
atssr-1454	129	22	business	business	NOUN
atssr-1454	129	23	.	.	PUNCT
atssr-1454	130	1	this	this	DET
atssr-1454	130	2	review	review	NOUN
atssr-1454	130	3	mixed	mix	VERB
atssr-1454	130	4	the	the	DET
atssr-1454	130	5	investigation	investigation	NOUN
atssr-1454	130	6	of	of	ADP
atssr-1454	130	7	customer	customer	NOUN
atssr-1454	130	8	satisfaction	satisfaction	NOUN
atssr-1454	130	9	and	and	CCONJ
atssr-1454	130	10	service	service	NOUN
atssr-1454	130	11	quality	quality	NOUN
atssr-1454	130	12	with	with	ADP
atssr-1454	130	13	customer	customer	NOUN
atssr-1454	130	14	value	value	NOUN
atssr-1454	130	15	which	which	PRON
atssr-1454	130	16	added	add	VERB
atssr-1454	130	17	more	more	ADJ
atssr-1454	130	18	weight	weight	NOUN
atssr-1454	130	19	to	to	ADP
atssr-1454	130	20	the	the	DET
atssr-1454	130	21	linkage	linkage	NOUN
atssr-1454	130	22	between	between	ADP
atssr-1454	130	23	customer	customer	NOUN
atssr-1454	130	24	satisfaction	satisfaction	NOUN
atssr-1454	130	25	and	and	CCONJ
atssr-1454	130	26	service	service	NOUN
atssr-1454	130	27	quality	quality	NOUN
atssr-1454	130	28	because	because	SCONJ
atssr-1454	130	29	value	value	NOUN
atssr-1454	130	30	is	be	AUX
atssr-1454	130	31	the	the	DET
atssr-1454	130	32	thing	thing	NOUN
atssr-1454	130	33	that	that	PRON
atssr-1454	130	34	customers	customer	NOUN
atssr-1454	130	35	look	look	VERB
atssr-1454	130	36	in	in	ADP
atssr-1454	130	37	an	an	DET
atssr-1454	130	38	offer	offer	NOUN
atssr-1454	130	39	.	.	PUNCT
atssr-1454	131	1	customer	customer	NOUN
atssr-1454	131	2	satisfaction	satisfaction	NOUN
atssr-1454	131	3	and	and	CCONJ
atssr-1454	131	4	service	service	NOUN
atssr-1454	131	5	quality	quality	NOUN
atssr-1454	131	6	are	be	AUX
atssr-1454	131	7	basic	basic	ADJ
atssr-1454	131	8	considers	consider	VERB
atssr-1454	131	9	business	business	NOUN
atssr-1454	131	10	look	look	VERB
atssr-1454	131	11	into	into	ADP
atssr-1454	131	12	for	for	ADP
atssr-1454	131	13	customers	customer	NOUN
atssr-1454	131	14	,	,	PUNCT
atssr-1454	131	15	that	that	PRON
atssr-1454	131	16	analysed	analyse	VERB
atssr-1454	131	17	the	the	DET
atssr-1454	131	18	relationship	relationship	NOUN
atssr-1454	131	19	between	between	ADP
atssr-1454	131	20	service	service	NOUN
atssr-1454	131	21	quality	quality	NOUN
atssr-1454	131	22	,	,	PUNCT
atssr-1454	131	23	value	value	NOUN
atssr-1454	131	24	,	,	PUNCT
atssr-1454	131	25	satisfaction	satisfaction	NOUN
atssr-1454	131	26	and	and	CCONJ
atssr-1454	131	27	behavioural	behavioural	ADJ
atssr-1454	131	28	goals	goal	NOUN
atssr-1454	131	29	in	in	ADP
atssr-1454	131	30	both	both	CCONJ
atssr-1454	131	31	public	public	ADJ
atssr-1454	131	32	and	and	CCONJ
atssr-1454	131	33	private	private	ADJ
atssr-1454	131	34	business	business	NOUN
atssr-1454	131	35	parts	part	NOUN
atssr-1454	131	36	.	.	PUNCT
atssr-1454	132	1	references	reference	NOUN
atssr-1454	132	2	abraham	abraham	PROPN
atssr-1454	132	3	,	,	PUNCT
atssr-1454	132	4	p.	p.	PROPN
atssr-1454	132	5	&	&	CCONJ
atssr-1454	132	6	taylor	taylor	PROPN
atssr-1454	132	7	,	,	PUNCT
atssr-1454	132	8	e.	e.	PROPN
atssr-1454	132	9	(	(	PUNCT
atssr-1454	132	10	1999	1999	NUM
atssr-1454	132	11	)	)	PUNCT
atssr-1454	132	12	.	.	PUNCT
atssr-1454	133	1	customer	customer	NOUN
atssr-1454	133	2	satisfaction	satisfaction	NOUN
atssr-1454	133	3	and	and	CCONJ
atssr-1454	133	4	its	its	PRON
atssr-1454	133	5	measurement	measurement	NOUN
atssr-1454	133	6	in	in	ADP
atssr-1454	133	7	hospitality	hospitality	NOUN
atssr-1454	133	8	enterprises	enterprise	NOUN
atssr-1454	133	9	.	.	PUNCT
atssr-1454	134	1	international	international	ADJ
atssr-1454	134	2	journal	journal	PROPN
atssr-1454	134	3	of	of	ADP
atssr-1454	134	4	contemporary	contemporary	PROPN
atssr-1454	134	5	hospitality	hospitality	PROPN
atssr-1454	134	6	management	management	NOUN
atssr-1454	134	7	,	,	PUNCT
atssr-1454	134	8	11(7	11(7	NUM
atssr-1454	134	9	):	):	PUNCT
atssr-1454	134	10	326	326	NUM
atssr-1454	134	11	-	-	SYM
atssr-1454	134	12	339	339	NUM
atssr-1454	134	13	.	.	PUNCT
atssr-1454	135	1	alan	alan	PROPN
atssr-1454	135	2	,	,	PUNCT
atssr-1454	135	3	w.	w.	PROPN
atssr-1454	135	4	,	,	PUNCT
atssr-1454	135	5	valarie	valarie	PROPN
atssr-1454	135	6	a.	a.	PROPN
atssr-1454	135	7	,	,	PUNCT
atssr-1454	135	8	z.	z.	PROPN
atssr-1454	135	9	,	,	PUNCT
atssr-1454	135	10	mary	mary	PROPN
atssr-1454	135	11	jo	jo	PROPN
atssr-1454	135	12	,	,	PUNCT
atssr-1454	135	13	b.	b.	PROPN
atssr-1454	135	14	&	&	CCONJ
atssr-1454	135	15	dwayne	dwayne	PROPN
atssr-1454	135	16	,	,	PUNCT
atssr-1454	135	17	d.	d.	PROPN
atssr-1454	135	18	g.	g.	PROPN
atssr-1454	135	19	(	(	PUNCT
atssr-1454	135	20	2012	2012	NUM
atssr-1454	135	21	)	)	PUNCT
atssr-1454	135	22	.	.	PUNCT
atssr-1454	136	1	services	service	NOUN
atssr-1454	136	2	marketing	marketing	NOUN
atssr-1454	136	3	:	:	PUNCT
atssr-1454	136	4	integrating	integrate	VERB
atssr-1454	136	5	customer	customer	NOUN
atssr-1454	136	6	focus	focus	VERB
atssr-1454	136	7	across	across	ADP
atssr-1454	136	8	the	the	DET
atssr-1454	136	9	firm	firm	NOUN
atssr-1454	136	10	.	.	PUNCT
atssr-1454	137	1	2nd	2nd	ADJ
atssr-1454	137	2	edn	edn	PROPN
atssr-1454	137	3	.	.	PUNCT
atssr-1454	137	4	,	,	PUNCT
atssr-1454	137	5	europe	europe	PROPN
atssr-1454	137	6	:	:	PUNCT
atssr-1454	137	7	mcgraw	mcgraw	PROPN
atssr-1454	137	8	-	-	PUNCT
atssr-1454	137	9	hill	hill	NOUN
atssr-1454	137	10	education	education	NOUN
atssr-1454	137	11	.	.	PUNCT
atssr-1454	138	1	bitner	bitner	NOUN
atssr-1454	138	2	,	,	PUNCT
atssr-1454	138	3	m.	m.	NOUN
atssr-1454	138	4	j.	j.	PROPN
atssr-1454	138	5	(	(	PUNCT
atssr-1454	138	6	1990	1990	NUM
atssr-1454	138	7	)	)	PUNCT
atssr-1454	138	8	.	.	PUNCT
atssr-1454	139	1	evaluating	evaluate	VERB
atssr-1454	139	2	service	service	NOUN
atssr-1454	139	3	encounters	encounter	NOUN
atssr-1454	139	4	:	:	PUNCT
atssr-1454	139	5	the	the	DET
atssr-1454	139	6	effects	effect	NOUN
atssr-1454	139	7	of	of	ADP
atssr-1454	139	8	physical	physical	ADJ
atssr-1454	139	9	surroundings	surrounding	NOUN
atssr-1454	139	10	and	and	CCONJ
atssr-1454	139	11	employee	employee	NOUN
atssr-1454	139	12	responses	response	NOUN
atssr-1454	139	13	.	.	PUNCT
atssr-1454	140	1	journal	journal	NOUN
atssr-1454	140	2	of	of	ADP
atssr-1454	140	3	marketing	marketing	NOUN
atssr-1454	140	4	,	,	PUNCT
atssr-1454	140	5	54	54	NUM
atssr-1454	140	6	:	:	SYM
atssr-1454	140	7	69	69	NUM
atssr-1454	140	8	-	-	SYM
atssr-1454	140	9	82	82	NUM
atssr-1454	140	10	.	.	PUNCT
atssr-1454	140	11	brown	brown	PROPN
atssr-1454	140	12	,	,	PUNCT
atssr-1454	140	13	t.	t.	PROPN
atssr-1454	140	14	j.	j.	PROPN
atssr-1454	140	15	,	,	PUNCT
atssr-1454	140	16	churchill	churchill	PROPN
atssr-1454	140	17	,	,	PUNCT
atssr-1454	140	18	g.	g.	PROPN
atssr-1454	140	19	a.	a.	PROPN
atssr-1454	140	20	&	&	CCONJ
atssr-1454	140	21	peter	peter	PROPN
atssr-1454	140	22	,	,	PUNCT
atssr-1454	140	23	j.	j.	PROPN
atssr-1454	140	24	p.	p.	PROPN
atssr-1454	140	25	(	(	PUNCT
atssr-1454	140	26	1993	1993	NUM
atssr-1454	140	27	)	)	PUNCT
atssr-1454	140	28	.	.	PUNCT
atssr-1454	141	1	improving	improve	VERB
atssr-1454	141	2	the	the	DET
atssr-1454	141	3	measurement	measurement	NOUN
atssr-1454	141	4	of	of	ADP
atssr-1454	141	5	service	service	NOUN
atssr-1454	141	6	quality	quality	NOUN
atssr-1454	141	7	.	.	PUNCT
atssr-1454	142	1	journal	journal	NOUN
atssr-1454	142	2	of	of	ADP
atssr-1454	142	3	retailing	retailing	NOUN
atssr-1454	142	4	,	,	PUNCT
atssr-1454	142	5	69(1	69(1	NUM
atssr-1454	142	6	):	):	PUNCT
atssr-1454	142	7	127	127	NUM
atssr-1454	142	8	-	-	SYM
atssr-1454	142	9	139	139	NUM
atssr-1454	142	10	.	.	PUNCT
atssr-1454	143	1	available	available	ADJ
atssr-1454	143	2	at	at	ADP
atssr-1454	143	3	:	:	PUNCT
atssr-1454	143	4	http://dx.doi.org/10.1016/s0022-4359(05)80006-5	http://dx.doi.org/10.1016/s0022-4359(05)80006-5	PROPN
atssr-1454	143	5	.	.	PROPN
atssr-1454	143	6	candido	candido	PROPN
atssr-1454	143	7	,	,	PUNCT
atssr-1454	143	8	c.	c.	PROPN
atssr-1454	143	9	j.	j.	PROPN
atssr-1454	143	10	f.	f.	PROPN
atssr-1454	143	11	&	&	CCONJ
atssr-1454	143	12	morris	morris	PROPN
atssr-1454	143	13	,	,	PUNCT
atssr-1454	143	14	d.	d.	PROPN
atssr-1454	143	15	s.	s.	PROPN
atssr-1454	143	16	(	(	PUNCT
atssr-1454	143	17	2000	2000	NUM
atssr-1454	143	18	)	)	PUNCT
atssr-1454	143	19	.	.	PUNCT
atssr-1454	144	1	charting	charting	NOUN
atssr-1454	144	2	service	service	NOUN
atssr-1454	144	3	quality	quality	NOUN
atssr-1454	144	4	gaps	gap	NOUN
atssr-1454	144	5	.	.	PUNCT
atssr-1454	145	1	total	total	ADJ
atssr-1454	145	2	quality	quality	NOUN
atssr-1454	145	3	management	management	NOUN
atssr-1454	145	4	,	,	PUNCT
atssr-1454	145	5	11(4	11(4	NUM
atssr-1454	145	6	-	-	SYM
atssr-1454	145	7	6	6	NUM
atssr-1454	145	8	):	):	PUNCT
atssr-1454	145	9	463	463	NUM
atssr-1454	145	10	-	-	SYM
atssr-1454	145	11	472	472	NUM
atssr-1454	145	12	.	.	PUNCT
atssr-1454	145	13	available	available	ADJ
atssr-1454	145	14	at	at	ADP
atssr-1454	145	15	:	:	PUNCT
atssr-1454	145	16	10.1080/09544120050007779	10.1080/09544120050007779	X
atssr-1454	145	17	.	.	PROPN
atssr-1454	145	18	cardozo	cardozo	PROPN
atssr-1454	145	19	,	,	PUNCT
atssr-1454	145	20	r.	r.	PROPN
atssr-1454	145	21	n.	n.	PROPN
atssr-1454	145	22	(	(	PUNCT
atssr-1454	145	23	1965	1965	NUM
atssr-1454	145	24	)	)	PUNCT
atssr-1454	145	25	.	.	PUNCT
atssr-1454	146	1	an	an	DET
atssr-1454	146	2	experimental	experimental	ADJ
atssr-1454	146	3	study	study	NOUN
atssr-1454	146	4	of	of	ADP
atssr-1454	146	5	customer	customer	NOUN
atssr-1454	146	6	effort	effort	NOUN
atssr-1454	146	7	,	,	PUNCT
atssr-1454	146	8	expectation	expectation	NOUN
atssr-1454	146	9	,	,	PUNCT
atssr-1454	146	10	and	and	CCONJ
atssr-1454	146	11	satisfaction	satisfaction	NOUN
atssr-1454	146	12	.	.	PUNCT
atssr-1454	147	1	journal	journal	NOUN
atssr-1454	147	2	of	of	ADP
atssr-1454	147	3	marketing	marketing	NOUN
atssr-1454	147	4	research	research	NOUN
atssr-1454	147	5	,	,	PUNCT
atssr-1454	147	6	2(3	2(3	NUM
atssr-1454	147	7	):	):	PUNCT
atssr-1454	147	8	244	244	NUM
atssr-1454	147	9	-	-	SYM
atssr-1454	147	10	249	249	NUM
atssr-1454	147	11	claes	claes	PROPN
atssr-1454	147	12	,	,	PUNCT
atssr-1454	147	13	f.	f.	PROPN
atssr-1454	147	14	&	&	CCONJ
atssr-1454	147	15	michael	michael	PROPN
atssr-1454	147	16	,	,	PUNCT
atssr-1454	147	17	d.	d.	PROPN
atssr-1454	147	18	j.	j.	PROPN
atssr-1454	147	19	(	(	PUNCT
atssr-1454	147	20	1996	1996	NUM
atssr-1454	147	21	)	)	PUNCT
atssr-1454	147	22	.	.	PUNCT
atssr-1454	148	1	the	the	DET
atssr-1454	148	2	american	american	ADJ
atssr-1454	148	3	customer	customer	PROPN
atssr-1454	148	4	satisfaction	satisfaction	PROPN
atssr-1454	148	5	index	index	NOUN
atssr-1454	148	6	:	:	PUNCT
atssr-1454	148	7	nature	nature	NOUN
atssr-1454	148	8	,	,	PUNCT
atssr-1454	148	9	purpose	purpose	NOUN
atssr-1454	148	10	,	,	PUNCT
atssr-1454	148	11	and	and	CCONJ
atssr-1454	148	12	findings	finding	NOUN
atssr-1454	148	13	.	.	PUNCT
atssr-1454	149	1	journal	journal	NOUN
atssr-1454	149	2	of	of	ADP
atssr-1454	149	3	marketing	marketing	NOUN
atssr-1454	149	4	,	,	PUNCT
atssr-1454	149	5	60(4	60(4	NUM
atssr-1454	149	6	):	):	PUNCT
atssr-1454	149	7	7	7	NUM
atssr-1454	149	8	-	-	SYM
atssr-1454	149	9	18	18	NUM
atssr-1454	149	10	.	.	PUNCT
atssr-1454	150	1	cronin	cronin	PROPN
atssr-1454	150	2	,	,	PUNCT
atssr-1454	150	3	j.	j.	PROPN
atssr-1454	150	4	j.	j.	PROPN
atssr-1454	150	5	j.	j.	PROPN
atssr-1454	150	6	,	,	PUNCT
atssr-1454	150	7	brady	brady	PROPN
atssr-1454	150	8	,	,	PUNCT
atssr-1454	150	9	m.	m.	PROPN
atssr-1454	150	10	k.	k.	PROPN
atssr-1454	150	11	&	&	CCONJ
atssr-1454	150	12	hult	hult	PROPN
atssr-1454	150	13	,	,	PUNCT
atssr-1454	150	14	g.	g.	PROPN
atssr-1454	150	15	t.	t.	PROPN
atssr-1454	150	16	m.	m.	NOUN
atssr-1454	150	17	(	(	PUNCT
atssr-1454	150	18	2000	2000	NUM
atssr-1454	150	19	)	)	PUNCT
atssr-1454	150	20	.	.	PUNCT
atssr-1454	151	1	assessing	assess	VERB
atssr-1454	151	2	the	the	DET
atssr-1454	151	3	effects	effect	NOUN
atssr-1454	151	4	of	of	ADP
atssr-1454	151	5	quality	quality	NOUN
atssr-1454	151	6	,	,	PUNCT
atssr-1454	151	7	value	value	NOUN
atssr-1454	151	8	,	,	PUNCT
atssr-1454	151	9	and	and	CCONJ
atssr-1454	151	10	customer	customer	NOUN
atssr-1454	151	11	satisfaction	satisfaction	NOUN
atssr-1454	151	12	on	on	ADP
atssr-1454	151	13	consumer	consumer	NOUN
atssr-1454	151	14	behavioral	behavioral	ADJ
atssr-1454	151	15	intentions	intention	NOUN
atssr-1454	151	16	in	in	ADP
atssr-1454	151	17	service	service	NOUN
atssr-1454	151	18	environments	environment	NOUN
atssr-1454	151	19	.	.	PUNCT
atssr-1454	152	1	journal	journal	NOUN
atssr-1454	152	2	of	of	ADP
atssr-1454	152	3	retailing	retailing	NOUN
atssr-1454	152	4	,	,	PUNCT
atssr-1454	152	5	76(2	76(2	NUM
atssr-1454	152	6	)	)	PUNCT
atssr-1454	152	7	:	:	PUNCT
atssr-1454	152	8	193	193	NUM
atssr-1454	152	9	-	-	SYM
atssr-1454	152	10	218	218	NUM
atssr-1454	152	11	.	.	PUNCT
atssr-1454	152	12	available	available	ADJ
atssr-1454	152	13	at	at	ADP
atssr-1454	152	14	:	:	PUNCT
atssr-1454	152	15	http://dx.doi.org/10.1016/s0022-4359(00)00028-2	http://dx.doi.org/10.1016/s0022-4359(00)00028-2	NOUN
atssr-1454	152	16	.	.	PUNCT
atssr-1454	152	17	eugene	eugene	NOUN
atssr-1454	152	18	,	,	PUNCT
atssr-1454	152	19	w.	w.	PROPN
atssr-1454	152	20	a.	a.	PROPN
atssr-1454	152	21	&	&	CCONJ
atssr-1454	152	22	vikas	vikas	PROPN
atssr-1454	152	23	,	,	PUNCT
atssr-1454	152	24	m.	m.	NOUN
atssr-1454	152	25	(	(	PUNCT
atssr-1454	152	26	2000	2000	NUM
atssr-1454	152	27	)	)	PUNCT
atssr-1454	152	28	.	.	PUNCT
atssr-1454	153	1	strengthening	strengthen	VERB
atssr-1454	153	2	the	the	DET
atssr-1454	153	3	satisfaction	satisfaction	NOUN
atssr-1454	153	4	-	-	PUNCT
atssr-1454	153	5	profit	profit	NOUN
atssr-1454	153	6	chain	chain	NOUN
atssr-1454	153	7	.	.	PUNCT
atssr-1454	154	1	journal	journal	PROPN
atssr-1454	154	2	of	of	ADP
atssr-1454	154	3	service	service	NOUN
atssr-1454	154	4	research	research	NOUN
atssr-1454	154	5	,	,	PUNCT
atssr-1454	154	6	3(2	3(2	NUM
atssr-1454	154	7	):	):	PUNCT
atssr-1454	154	8	107	107	NUM
atssr-1454	154	9	-	-	SYM
atssr-1454	154	10	120	120	NUM
atssr-1454	154	11	.	.	PUNCT
atssr-1454	154	12	available	available	ADJ
atssr-1454	154	13	at	at	ADP
atssr-1454	154	14	:	:	PUNCT
atssr-1454	154	15	10.1177/109467050032001	10.1177/109467050032001	NUM
atssr-1454	154	16	.	.	PUNCT
atssr-1454	155	1	grönroos	grönroos	PROPN
atssr-1454	155	2	,	,	PUNCT
atssr-1454	155	3	c.	c.	PROPN
atssr-1454	155	4	(	(	PUNCT
atssr-1454	155	5	1984	1984	NUM
atssr-1454	155	6	)	)	PUNCT
atssr-1454	155	7	.	.	PUNCT
atssr-1454	156	1	a	a	DET
atssr-1454	156	2	service	service	NOUN
atssr-1454	156	3	quality	quality	NOUN
atssr-1454	156	4	model	model	NOUN
atssr-1454	156	5	and	and	CCONJ
atssr-1454	156	6	its	its	PRON
atssr-1454	156	7	marketing	marketing	NOUN
atssr-1454	156	8	implications	implication	NOUN
atssr-1454	156	9	.	.	PUNCT
atssr-1454	157	1	european	european	ADJ
atssr-1454	157	2	journal	journal	PROPN
atssr-1454	157	3	of	of	ADP
atssr-1454	157	4	marketing	marketing	NOUN
atssr-1454	157	5	,	,	PUNCT
atssr-1454	157	6	18(4	18(4	NUM
atssr-1454	157	7	):	):	PUNCT
atssr-1454	157	8	36	36	NUM
atssr-1454	157	9	-	-	SYM
atssr-1454	157	10	44	44	NUM
atssr-1454	157	11	.	.	PUNCT
atssr-1454	157	12	available	available	ADJ
atssr-1454	157	13	at	at	ADP
atssr-1454	157	14	:	:	PUNCT
atssr-1454	157	15	10.1108	10.1108	NUM
atssr-1454	157	16	/	/	SYM
atssr-1454	157	17	eum0000000004784	eum0000000004784	NOUN
atssr-1454	157	18	.	.	PUNCT
atssr-1454	158	1	hoffman	hoffman	PROPN
atssr-1454	158	2	,	,	PUNCT
atssr-1454	158	3	k.	k.	PROPN
atssr-1454	158	4	&	&	CCONJ
atssr-1454	158	5	bateson	bateson	PROPN
atssr-1454	158	6	,	,	PUNCT
atssr-1454	158	7	j.	j.	PROPN
atssr-1454	158	8	(	(	PUNCT
atssr-1454	158	9	2006	2006	NUM
atssr-1454	158	10	)	)	PUNCT
atssr-1454	158	11	.	.	PUNCT
atssr-1454	159	1	services	service	NOUN
atssr-1454	159	2	marketing	marketing	NOUN
atssr-1454	159	3	:	:	PUNCT
atssr-1454	159	4	concepts	concept	NOUN
atssr-1454	159	5	,	,	PUNCT
atssr-1454	159	6	strategies	strategy	NOUN
atssr-1454	159	7	and	and	CCONJ
atssr-1454	159	8	cases	case	NOUN
atssr-1454	159	9	.	.	PUNCT
atssr-1454	160	1	3rd	3rd	ADJ
atssr-1454	160	2	edn	edn	NOUN
atssr-1454	160	3	.	.	PUNCT
atssr-1454	161	1	,	,	PUNCT
atssr-1454	161	2	mason	mason	PROPN
atssr-1454	161	3	,	,	PUNCT
atssr-1454	161	4	oh	oh	INTJ
atssr-1454	161	5	:	:	PUNCT
atssr-1454	161	6	thomson	thomson	PROPN
atssr-1454	161	7	/south	/south	PROPN
atssr-1454	161	8	-	-	PUNCT
atssr-1454	161	9	western	western	ADJ
atssr-1454	161	10	.	.	PUNCT
atssr-1454	162	1	improving	improve	VERB
atssr-1454	162	2	your	your	PRON
atssr-1454	162	3	measurement	measurement	NOUN
atssr-1454	162	4	of	of	ADP
atssr-1454	162	5	customer	customer	NOUN
atssr-1454	162	6	satisfaction	satisfaction	NOUN
atssr-1454	162	7	:	:	PUNCT
atssr-1454	162	8	:	:	PUNCT
atssr-1454	162	9	a	a	DET
atssr-1454	162	10	guide	guide	NOUN
atssr-1454	162	11	to	to	ADP
atssr-1454	162	12	creating	create	VERB
atssr-1454	162	13	,	,	PUNCT
atssr-1454	162	14	conducting	conducting	NOUN
atssr-1454	162	15	,	,	PUNCT
atssr-1454	162	16	analyzing	analyze	VERB
atssr-1454	162	17	and	and	CCONJ
atssr-1454	162	18	reporting	report	VERB
atssr-1454	162	19	customer	customer	NOUN
atssr-1454	162	20	satisfaction	satisfaction	NOUN
atssr-1454	162	21	measurement	measurement	NOUN
atssr-1454	162	22	programs	program	NOUN
atssr-1454	162	23	,	,	PUNCT
atssr-1454	162	24	(	(	PUNCT
atssr-1454	162	25	1999	1999	NUM
atssr-1454	162	26	)	)	PUNCT
atssr-1454	162	27	.	.	PUNCT
atssr-1454	163	1	journal	journal	PROPN
atssr-1454	163	2	of	of	ADP
atssr-1454	163	3	consumer	consumer	NOUN
atssr-1454	163	4	marketing	marketing	NOUN
atssr-1454	163	5	,	,	PUNCT
atssr-1454	163	6	16(4	16(4	NUM
atssr-1454	163	7	):	):	PUNCT
atssr-1454	163	8	1	1	NUM
atssr-1454	163	9	-	-	SYM
atssr-1454	163	10	4	4	NUM
atssr-1454	163	11	.	.	PUNCT
atssr-1454	163	12	available	available	ADJ
atssr-1454	163	13	at	at	ADP
atssr-1454	163	14	:	:	PUNCT
atssr-1454	163	15	10.1108	10.1108	NUM
atssr-1454	163	16	/	/	SYM
atssr-1454	163	17	jcm.1999.16.4.1.2	jcm.1999.16.4.1.2	PROPN
atssr-1454	163	18	.	.	PROPN
atssr-1454	163	19	jain	jain	PROPN
atssr-1454	163	20	,	,	PUNCT
atssr-1454	163	21	s.	s.	PROPN
atssr-1454	163	22	k.	k.	PROPN
atssr-1454	163	23	&	&	CCONJ
atssr-1454	163	24	gupta	gupta	PROPN
atssr-1454	163	25	,	,	PUNCT
atssr-1454	163	26	g.	g.	PROPN
atssr-1454	163	27	(	(	PUNCT
atssr-1454	163	28	2004	2004	NUM
atssr-1454	163	29	)	)	PUNCT
atssr-1454	163	30	.	.	PUNCT
atssr-1454	164	1	measuring	measure	VERB
atssr-1454	164	2	service	service	NOUN
atssr-1454	164	3	quality	quality	NOUN
atssr-1454	164	4	:	:	PUNCT
atssr-1454	164	5	servqual	servqual	ADJ
atssr-1454	164	6	vs.	vs.	ADP
atssr-1454	164	7	servperf	servperf	NOUN
atssr-1454	164	8	scales	scale	NOUN
atssr-1454	164	9	.	.	PUNCT
atssr-1454	165	1	the	the	DET
atssr-1454	165	2	journal	journal	NOUN
atssr-1454	165	3	for	for	ADP
atssr-1454	165	4	decision	decision	NOUN
atssr-1454	165	5	makers	maker	NOUN
atssr-1454	165	6	,	,	PUNCT
atssr-1454	165	7	29(4	29(4	NUM
atssr-1454	165	8	):	):	PUNCT
atssr-1454	165	9	25	25	NUM
atssr-1454	165	10	-	-	SYM
atssr-1454	165	11	37	37	NUM
atssr-1454	165	12	.	.	PUNCT
atssr-1454	166	1	jenet	jenet	PROPN
atssr-1454	166	2	,	,	PUNCT
atssr-1454	166	3	m.	m.	NOUN
atssr-1454	166	4	a.	a.	NOUN
atssr-1454	166	5	(	(	PUNCT
atssr-1454	166	6	2011	2011	NUM
atssr-1454	166	7	)	)	PUNCT
atssr-1454	166	8	.	.	PUNCT
atssr-1454	167	1	the	the	DET
atssr-1454	167	2	relationship	relationship	NOUN
atssr-1454	167	3	between	between	ADP
atssr-1454	167	4	customer	customer	NOUN
atssr-1454	167	5	satisfaction	satisfaction	NOUN
atssr-1454	167	6	and	and	CCONJ
atssr-1454	167	7	service	service	NOUN
atssr-1454	167	8	quality	quality	NOUN
atssr-1454	167	9	:	:	PUNCT
atssr-1454	167	10	a	a	DET
atssr-1454	167	11	study	study	NOUN
atssr-1454	167	12	of	of	ADP
atssr-1454	167	13	three	three	NUM
atssr-1454	167	14	service	service	NOUN
atssr-1454	167	15	sectors	sector	NOUN
atssr-1454	167	16	in	in	ADP
atssr-1454	167	17	umeå	umeå	PROPN
atssr-1454	167	18	.	.	PUNCT
atssr-1454	167	19	(	(	PUNCT
atssr-1454	167	20	master	master	NOUN
atssr-1454	167	21	)	)	PUNCT
atssr-1454	167	22	,	,	PUNCT
atssr-1454	167	23	umeå	umeå	PROPN
atssr-1454	167	24	.	.	PUNCT
atssr-1454	167	25	joan	joan	PROPN
atssr-1454	167	26	,	,	PUNCT
atssr-1454	167	27	l.	l.	PROPN
atssr-1454	167	28	g.	g.	PROPN
atssr-1454	167	29	&	&	CCONJ
atssr-1454	167	30	joseph	joseph	PROPN
atssr-1454	167	31	,	,	PUNCT
atssr-1454	167	32	a.	a.	PROPN
atssr-1454	167	33	c.	c.	PROPN
atssr-1454	167	34	(	(	PUNCT
atssr-1454	167	35	2000	2000	NUM
atssr-1454	167	36	)	)	PUNCT
atssr-1454	167	37	.	.	PUNCT
atssr-1454	168	1	defining	define	VERB
atssr-1454	168	2	consumer	consumer	NOUN
atssr-1454	168	3	satisfaction	satisfaction	NOUN
atssr-1454	168	4	.	.	PUNCT
atssr-1454	169	1	academy	academy	NOUN
atssr-1454	169	2	of	of	ADP
atssr-1454	169	3	marketing	marketing	PROPN
atssr-1454	169	4	science	science	NOUN
atssr-1454	169	5	review	review	NOUN
atssr-1454	169	6	,	,	PUNCT
atssr-1454	169	7	1	1	NUM
atssr-1454	169	8	:	:	SYM
atssr-1454	169	9	1	1	NUM
atssr-1454	169	10	-	-	SYM
atssr-1454	169	11	27	27	NUM
atssr-1454	169	12	.	.	PUNCT
atssr-1454	170	1	kuo	kuo	PROPN
atssr-1454	170	2	,	,	PUNCT
atssr-1454	170	3	y.-f	y.-f	PROPN
atssr-1454	170	4	.	.	PUNCT
atssr-1454	171	1	(	(	PUNCT
atssr-1454	171	2	2003	2003	NUM
atssr-1454	171	3	)	)	PUNCT
atssr-1454	171	4	.	.	PUNCT
atssr-1454	172	1	a	a	DET
atssr-1454	172	2	study	study	NOUN
atssr-1454	172	3	on	on	ADP
atssr-1454	172	4	service	service	NOUN
atssr-1454	172	5	quality	quality	NOUN
atssr-1454	172	6	of	of	ADP
atssr-1454	172	7	virtual	virtual	ADJ
atssr-1454	172	8	community	community	NOUN
atssr-1454	172	9	websites	website	NOUN
atssr-1454	172	10	.	.	PUNCT
atssr-1454	173	1	total	total	ADJ
atssr-1454	173	2	quality	quality	PROPN
atssr-1454	173	3	manageme	manageme	PROPN
atssr-1454	173	4	nt	nt	PROPN
atssr-1454	173	5	&	&	CCONJ
atssr-1454	173	6	business	business	PROPN
atssr-1454	173	7	excellence	excellence	PROPN
atssr-1454	173	8	,	,	PUNCT
atssr-1454	173	9	14(4	14(4	NUM
atssr-1454	173	10	):	):	PUNCT
atssr-1454	173	11	461	461	NUM
atssr-1454	173	12	-	-	SYM
atssr-1454	173	13	473	473	NUM
atssr-1454	173	14	.	.	PUNCT
atssr-1454	173	15	available	available	ADJ
atssr-1454	173	16	at	at	ADP
atssr-1454	173	17	:	:	PUNCT
atssr-1454	173	18	10.1080/1478336032000047237a	10.1080/1478336032000047237a	NUM
atssr-1454	173	19	.	.	PUNCT
atssr-1454	174	1	laroche	laroche	PROPN
atssr-1454	174	2	,	,	PUNCT
atssr-1454	174	3	m.	m.	NOUN
atssr-1454	174	4	,	,	PUNCT
atssr-1454	174	5	kalamas	kalamas	PROPN
atssr-1454	174	6	,	,	PUNCT
atssr-1454	174	7	m.	m.	NOUN
atssr-1454	174	8	,	,	PUNCT
atssr-1454	174	9	cheikhrouhou	cheikhrouhou	NOUN
atssr-1454	174	10	,	,	PUNCT
atssr-1454	174	11	s.	s.	PROPN
atssr-1454	174	12	&	&	CCONJ
atssr-1454	174	13	cézard	cézard	PROPN
atssr-1454	174	14	,	,	PUNCT
atssr-1454	174	15	a.	a.	NOUN
atssr-1454	174	16	(	(	PUNCT
atssr-1454	174	17	2004	2004	NUM
atssr-1454	174	18	)	)	PUNCT
atssr-1454	174	19	.	.	PUNCT
atssr-1454	175	1	an	an	DET
atssr-1454	175	2	assessment	assessment	NOUN
atssr-1454	175	3	of	of	ADP
atssr-1454	175	4	the	the	DET
atssr-1454	175	5	dimensionality	dimensionality	NOUN
atssr-1454	175	6	of	of	ADP
atssr-1454	175	7	should	should	AUX
atssr-1454	175	8	and	and	CCONJ
atssr-1454	175	9	will	will	AUX
atssr-1454	175	10	service	service	VERB
atssr-1454	175	11	expectations	expectation	NOUN
atssr-1454	175	12	.	.	PUNCT
atssr-1454	176	1	canadian	canadian	ADJ
atssr-1454	176	2	journal	journal	PROPN
atssr-1454	176	3	of	of	ADP
atssr-1454	176	4	administrative	administrative	ADJ
atssr-1454	176	5	sciences	sciences	PROPN
atssr-1454	176	6	/	/	SYM
atssr-1454	176	7	revue	revue	PROPN
atssr-1454	176	8	canadienne	canadienne	PROPN
atssr-1454	176	9	des	des	PROPN
atssr-1454	176	10	sciences	sciences	PROPN
atssr-1454	176	11	de	de	X
atssr-1454	176	12	l'administration	l'administration	PROPN
atssr-1454	176	13	,	,	PUNCT
atssr-1454	176	14	21(4	21(4	NUM
atssr-1454	176	15	):	):	PUNCT
atssr-1454	176	16	361	361	NUM
atssr-1454	176	17	-	-	SYM
atssr-1454	176	18	375	375	NUM
atssr-1454	176	19	.	.	PUNCT
atssr-1454	176	20	available	available	ADJ
atssr-1454	176	21	at	at	ADP
atssr-1454	176	22	:	:	PUNCT
atssr-1454	176	23	10.1111	10.1111	NUM
atssr-1454	176	24	/	/	SYM
atssr-1454	176	25	j.19364490.2004.tb00351.x	j.19364490.2004.tb00351.x	PROPN
atssr-1454	176	26	.	.	PUNCT
atssr-1454	176	27	manjunatha	manjunatha	PROPN
atssr-1454	176	28	,	,	PUNCT
atssr-1454	176	29	k.	k.	PROPN
atssr-1454	176	30	&	&	CCONJ
atssr-1454	176	31	shivalingaiah	shivalingaiah	PROPN
atssr-1454	176	32	,	,	PUNCT
atssr-1454	176	33	d.	d.	PROPN
atssr-1454	176	34	(	(	PUNCT
atssr-1454	176	35	2004	2004	NUM
atssr-1454	176	36	)	)	PUNCT
atssr-1454	176	37	.	.	PUNCT
atssr-1454	177	1	customer	customer	NOUN
atssr-1454	177	2	's	's	PART
atssr-1454	177	3	perception	perception	NOUN
atssr-1454	177	4	of	of	ADP
atssr-1454	177	5	service	service	NOUN
atssr-1454	177	6	quality	quality	NOUN
atssr-1454	177	7	in	in	ADP
atssr-1454	177	8	libraries	library	NOUN
atssr-1454	177	9	.	.	PUNCT
atssr-1454	178	1	annals	annal	NOUN
atssr-1454	178	2	of	of	ADP
atssr-1454	178	3	library	library	NOUN
atssr-1454	178	4	and	and	CCONJ
atssr-1454	178	5	information	information	NOUN
atssr-1454	178	6	studies	study	NOUN
atssr-1454	178	7	,	,	PUNCT
atssr-1454	178	8	54(4	54(4	NUM
atssr-1454	178	9	):	):	PUNCT
atssr-1454	178	10	145	145	NUM
atssr-1454	178	11	-	-	SYM
atssr-1454	178	12	151	151	NUM
atssr-1454	178	13	.	.	PUNCT
atssr-1454	179	1	martin	martin	PROPN
atssr-1454	179	2	,	,	PUNCT
atssr-1454	179	3	c.	c.	PROPN
atssr-1454	179	4	l.	l.	PROPN
atssr-1454	179	5	&	&	CCONJ
atssr-1454	179	6	pranter	pranter	PROPN
atssr-1454	179	7	,	,	PUNCT
atssr-1454	179	8	c.	c.	PROPN
atssr-1454	179	9	a.	a.	PROPN
atssr-1454	179	10	(	(	PUNCT
atssr-1454	179	11	1989	1989	NUM
atssr-1454	179	12	)	)	PUNCT
atssr-1454	179	13	.	.	PUNCT
atssr-1454	180	1	compatibility	compatibility	NOUN
atssr-1454	180	2	management	management	NOUN
atssr-1454	180	3	:	:	PUNCT
atssr-1454	180	4	customer‐to‐customer	customer‐to‐customer	NOUN
atssr-1454	180	5	relationships	relationship	NOUN
atssr-1454	180	6	in	in	ADP
atssr-1454	180	7	service	service	NOUN
atssr-1454	180	8	environments	environment	NOUN
atssr-1454	180	9	.	.	PUNCT
atssr-1454	181	1	journal	journal	NOUN
atssr-1454	181	2	of	of	ADP
atssr-1454	181	3	services	service	NOUN
atssr-1454	181	4	marketing	marketing	NOUN
atssr-1454	181	5	,	,	PUNCT
atssr-1454	181	6	3(3	3(3	NUM
atssr-1454	181	7	):	):	PUNCT
atssr-1454	181	8	5	5	NUM
atssr-1454	181	9	-	-	SYM
atssr-1454	181	10	15	15	NUM
atssr-1454	181	11	.	.	PUNCT
atssr-1454	181	12	available	available	ADJ
atssr-1454	181	13	at	at	ADP
atssr-1454	181	14	:	:	PUNCT
atssr-1454	181	15	10.1108	10.1108	NUM
atssr-1454	181	16	/	/	SYM
atssr-1454	181	17	eum0000000002488	eum0000000002488	NOUN
atssr-1454	181	18	.	.	PUNCT
atssr-1454	182	1	nyer	nyer	PROPN
atssr-1454	182	2	,	,	PUNCT
atssr-1454	182	3	p.	p.	PROPN
atssr-1454	182	4	u.	u.	PROPN
atssr-1454	182	5	(	(	PUNCT
atssr-1454	182	6	1996	1996	NUM
atssr-1454	182	7	)	)	PUNCT
atssr-1454	182	8	.	.	PUNCT
atssr-1454	183	1	the	the	DET
atssr-1454	183	2	determinants	determinant	NOUN
atssr-1454	183	3	of	of	ADP
atssr-1454	183	4	satisfaction	satisfaction	NOUN
atssr-1454	183	5	:	:	PUNCT
atssr-1454	183	6	an	an	DET
atssr-1454	183	7	experimental	experimental	ADJ
atssr-1454	183	8	verification	verification	NOUN
atssr-1454	183	9	of	of	ADP
atssr-1454	183	10	the	the	DET
atssr-1454	183	11	moderating	moderate	VERB
atssr-1454	183	12	role	role	NOUN
atssr-1454	183	13	of	of	ADP
atssr-1454	183	14	ambiguity	ambiguity	NOUN
atssr-1454	183	15	.	.	PUNCT
atssr-1454	184	1	advances	advance	NOUN
atssr-1454	184	2	in	in	ADP
atssr-1454	184	3	consumer	consumer	NOUN
atssr-1454	184	4	research	research	NOUN
atssr-1454	184	5	journal	journal	NOUN
atssr-1454	184	6	,	,	PUNCT
atssr-1454	184	7	23	23	NUM
atssr-1454	184	8	:	:	PUNCT
atssr-1454	184	9	255	255	NUM
atssr-1454	184	10	-	-	SYM
atssr-1454	184	11	259	259	NUM
atssr-1454	184	12	.	.	PUNCT
atssr-1454	185	1	oliver	oliver	PROPN
atssr-1454	185	2	,	,	PUNCT
atssr-1454	185	3	r.	r.	PROPN
atssr-1454	185	4	l.	l.	PROPN
atssr-1454	185	5	&	&	CCONJ
atssr-1454	185	6	swan	swan	PROPN
atssr-1454	185	7	,	,	PUNCT
atssr-1454	185	8	j.	j.	PROPN
atssr-1454	185	9	e.	e.	PROPN
atssr-1454	185	10	(	(	PUNCT
atssr-1454	185	11	1989	1989	NUM
atssr-1454	185	12	)	)	PUNCT
atssr-1454	185	13	.	.	PUNCT
atssr-1454	186	1	equity	equity	NOUN
atssr-1454	186	2	and	and	CCONJ
atssr-1454	186	3	disconfirmation	disconfirmation	NOUN
atssr-1454	186	4	perceptions	perception	NOUN
atssr-1454	186	5	as	as	ADP
atssr-1454	186	6	influences	influence	NOUN
atssr-1454	186	7	on	on	ADP
atssr-1454	186	8	merchant	merchant	NOUN
atssr-1454	186	9	and	and	CCONJ
atssr-1454	186	10	product	product	NOUN
atssr-1454	186	11	satisfaction	satisfaction	NOUN
atssr-1454	186	12	.	.	PUNCT
atssr-1454	187	1	journal	journal	NOUN
atssr-1454	187	2	of	of	ADP
atssr-1454	187	3	consumer	consumer	NOUN
atssr-1454	187	4	research	research	NOUN
atssr-1454	187	5	,	,	PUNCT
atssr-1454	187	6	16(3	16(3	NUM
atssr-1454	187	7	):	):	PUNCT
atssr-1454	187	8	372	372	NUM
atssr-1454	187	9	-	-	SYM
atssr-1454	187	10	383	383	NUM
atssr-1454	187	11	.	.	PUNCT
atssr-1454	188	1	available	available	ADJ
atssr-1454	188	2	at	at	ADP
atssr-1454	188	3	:	:	PUNCT
atssr-1454	188	4	10.1086/209223	10.1086/209223	NUM
atssr-1454	188	5	.	.	PUNCT
atssr-1454	188	6	parasuraman	parasuraman	PROPN
atssr-1454	188	7	,	,	PUNCT
atssr-1454	188	8	a.	a.	PROPN
atssr-1454	188	9	,	,	PUNCT
atssr-1454	188	10	zeithaml	zeithaml	PROPN
atssr-1454	188	11	,	,	PUNCT
atssr-1454	188	12	v.	v.	ADP
atssr-1454	188	13	a.	a.	PROPN
atssr-1454	188	14	&	&	CCONJ
atssr-1454	188	15	berry	berry	PROPN
atssr-1454	188	16	,	,	PUNCT
atssr-1454	188	17	l.	l.	PROPN
atssr-1454	188	18	l.	l.	PROPN
atssr-1454	188	19	(	(	PUNCT
atssr-1454	188	20	1985	1985	NUM
atssr-1454	188	21	)	)	PUNCT
atssr-1454	188	22	.	.	PUNCT
atssr-1454	189	1	a	a	DET
atssr-1454	189	2	conceptual	conceptual	ADJ
atssr-1454	189	3	model	model	NOUN
atssr-1454	189	4	of	of	ADP
atssr-1454	189	5	service	service	NOUN
atssr-1454	189	6	quality	quality	NOUN
atssr-1454	189	7	and	and	CCONJ
atssr-1454	189	8	its	its	PRON
atssr-1454	189	9	implications	implication	NOUN
atssr-1454	189	10	for	for	ADP
atssr-1454	189	11	future	future	ADJ
atssr-1454	189	12	research	research	NOUN
atssr-1454	189	13	.	.	PUNCT
atssr-1454	190	1	journal	journal	NOUN
atssr-1454	190	2	of	of	ADP
atssr-1454	190	3	marketing	marketing	NOUN
atssr-1454	190	4	,	,	PUNCT
atssr-1454	190	5	49(4	49(4	NOUN
atssr-1454	190	6	):	):	PUNCT
atssr-1454	190	7	41	41	NUM
atssr-1454	190	8	-	-	SYM
atssr-1454	190	9	50	50	NUM
atssr-1454	190	10	.	.	PUNCT
atssr-1454	190	11	available	available	ADJ
atssr-1454	190	12	at	at	ADP
atssr-1454	190	13	:	:	PUNCT
atssr-1454	190	14	10.2307/1251430	10.2307/1251430	NUM
atssr-1454	190	15	parasuraman	parasuraman	NOUN
atssr-1454	190	16	,	,	PUNCT
atssr-1454	190	17	a.	a.	PROPN
atssr-1454	190	18	,	,	PUNCT
atssr-1454	190	19	zeithaml	zeithaml	PROPN
atssr-1454	190	20	,	,	PUNCT
atssr-1454	190	21	v.	v.	ADP
atssr-1454	190	22	a.	a.	PROPN
atssr-1454	190	23	&	&	CCONJ
atssr-1454	190	24	berry	berry	PROPN
atssr-1454	190	25	,	,	PUNCT
atssr-1454	190	26	l.	l.	PROPN
atssr-1454	190	27	l.	l.	PROPN
atssr-1454	190	28	(	(	PUNCT
atssr-1454	190	29	1988	1988	NUM
atssr-1454	190	30	)	)	PUNCT
atssr-1454	190	31	.	.	PUNCT
atssr-1454	191	1	servqual	servqual	ADJ
atssr-1454	191	2	:	:	PUNCT
atssr-1454	191	3	a	a	DET
atssr-1454	191	4	multiple	multiple	ADJ
atssr-1454	191	5	-	-	PUNCT
atssr-1454	191	6	item	item	NOUN
atssr-1454	191	7	scale	scale	NOUN
atssr-1454	191	8	for	for	ADP
atssr-1454	191	9	measuring	measure	VERB
atssr-1454	191	10	consumer	consumer	NOUN
atssr-1454	191	11	perceptions	perception	NOUN
atssr-1454	191	12	of	of	ADP
atssr-1454	191	13	service	service	NOUN
atssr-1454	191	14	quality	quality	NOUN
atssr-1454	191	15	.	.	PUNCT
atssr-1454	192	1	journal	journal	NOUN
atssr-1454	192	2	of	of	ADP
atssr-1454	192	3	retailing	retailing	NOUN
atssr-1454	192	4	and	and	CCONJ
atssr-1454	192	5	marketing	marketing	NOUN
atssr-1454	192	6	studies	study	NOUN
atssr-1454	192	7	,	,	PUNCT
atssr-1454	192	8	64(1	64(1	NUM
atssr-1454	192	9	):	):	PUNCT
atssr-1454	192	10	12	12	NUM
atssr-1454	192	11	-	-	SYM
atssr-1454	192	12	40	40	NUM
atssr-1454	192	13	.	.	PUNCT
atssr-1454	193	1	saravanan	saravanan	PROPN
atssr-1454	193	2	,	,	PUNCT
atssr-1454	193	3	r.	r.	PROPN
atssr-1454	193	4	&	&	CCONJ
atssr-1454	193	5	rao	rao	PROPN
atssr-1454	193	6	,	,	PUNCT
atssr-1454	193	7	k.	k.	PROPN
atssr-1454	194	1	s.	s.	PROPN
atssr-1454	194	2	p.	p.	PROPN
atssr-1454	194	3	(	(	PUNCT
atssr-1454	194	4	2007	2007	NUM
atssr-1454	194	5	)	)	PUNCT
atssr-1454	194	6	.	.	PUNCT
atssr-1454	195	1	measurement	measurement	NOUN
atssr-1454	195	2	of	of	ADP
atssr-1454	195	3	service	service	NOUN
atssr-1454	195	4	quality	quality	NOUN
atssr-1454	195	5	from	from	ADP
atssr-1454	195	6	the	the	DET
atssr-1454	195	7	customer	customer	NOUN
atssr-1454	195	8	's	's	PART
atssr-1454	195	9	perspective	perspective	NOUN
atssr-1454	195	10	–	–	PUNCT
atssr-1454	195	11	an	an	DET
atssr-1454	195	12	empirical	empirical	ADJ
atssr-1454	195	13	study	study	NOUN
atssr-1454	195	14	.	.	PUNCT
atssr-1454	196	1	total	total	ADJ
atssr-1454	196	2	quality	quality	PROPN
atssr-1454	196	3	management	management	PROPN
atssr-1454	196	4	&	&	CCONJ
atssr-1454	196	5	business	business	PROPN
atssr-1454	196	6	excellence	excellence	PROPN
atssr-1454	196	7	,	,	PUNCT
atssr-1454	196	8	18(4	18(4	NUM
atssr-1454	196	9	):	):	PUNCT
atssr-1454	196	10	435	435	NUM
atssr-1454	196	11	-	-	SYM
atssr-1454	196	12	449	449	NUM
atssr-1454	196	13	.	.	PUNCT
atssr-1454	196	14	available	available	ADJ
atssr-1454	196	15	at	at	ADP
atssr-1454	196	16	:	:	PUNCT
atssr-1454	196	17	10.1080/14783360701231872	10.1080/14783360701231872	NUM
atssr-1454	196	18	.	.	PUNCT
atssr-1454	197	1	http://dx.doi.org/10.1016/s0022-4359(05)80006-5	http://dx.doi.org/10.1016/s0022-4359(05)80006-5	ADP
atssr-1454	197	2	http://dx.doi.org/10.1016/s0022-4359(00)00028-2	http://dx.doi.org/10.1016/s0022-4359(00)00028-2	NOUN
atssr-1454	197	3	asian	asian	ADJ
atssr-1454	197	4	themes	theme	NOUN
atssr-1454	197	5	in	in	ADP
atssr-1454	197	6	social	social	ADJ
atssr-1454	197	7	sciences	science	NOUN
atssr-1454	197	8	research	research	NOUN
atssr-1454	197	9	2018	2018	NUM
atssr-1454	197	10	,	,	PUNCT
atssr-1454	197	11	vol	vol	NOUN
atssr-1454	197	12	.	.	PROPN
atssr-1454	197	13	1	1	NUM
atssr-1454	197	14	,	,	PUNCT
atssr-1454	197	15	no	no	INTJ
atssr-1454	197	16	.	.	NOUN
atssr-1454	197	17	1	1	NUM
atssr-1454	197	18	,	,	PUNCT
atssr-1454	197	19	pp	pp	ADJ
atssr-1454	197	20	.	.	PUNCT
atssr-1454	198	1	21	21	NUM
atssr-1454	198	2	-	-	SYM
atssr-1454	198	3	27	27	NUM
atssr-1454	198	4	27	27	NUM
atssr-1454	198	5	©	©	PROPN
atssr-1454	198	6	2018	2018	NUM
atssr-1454	198	7	by	by	ADP
atssr-1454	198	8	the	the	DET
atssr-1454	198	9	authors	author	NOUN
atssr-1454	198	10	;	;	PUNCT
atssr-1454	198	11	licensee	licensee	VERB
atssr-1454	198	12	online	online	ADJ
atssr-1454	198	13	academic	academic	ADJ
atssr-1454	198	14	press	press	NOUN
atssr-1454	198	15	,	,	PUNCT
atssr-1454	198	16	usa	usa	PROPN
atssr-1454	198	17	tirimba	tirimba	PROPN
atssr-1454	198	18	,	,	PUNCT
atssr-1454	198	19	o.m	o.m	PROPN
atssr-1454	198	20	.	.	PROPN
atssr-1454	198	21	,	,	PUNCT
atssr-1454	198	22	richard	richard	PROPN
atssr-1454	198	23	,	,	PUNCT
atssr-1454	198	24	b.n	b.n	PROPN
atssr-1454	198	25	.	.	PROPN
atssr-1454	198	26	,	,	PUNCT
atssr-1454	198	27	robert	robert	PROPN
atssr-1454	198	28	,	,	PUNCT
atssr-1454	198	29	m.b	m.b	PROPN
atssr-1454	198	30	.	.	PROPN
atssr-1454	198	31	,	,	PUNCT
atssr-1454	198	32	thomas	thomas	PROPN
atssr-1454	198	33	,	,	PUNCT
atssr-1454	198	34	o.o	o.o	PROPN
atssr-1454	198	35	.	.	PROPN
atssr-1454	198	36	&	&	CCONJ
atssr-1454	198	37	tom	tom	PROPN
atssr-1454	198	38	,	,	PUNCT
atssr-1454	198	39	o.	o.	PROPN
atssr-1454	198	40	k.	k.	PROPN
atssr-1454	198	41	(	(	PUNCT
atssr-1454	198	42	2013	2013	NUM
atssr-1454	198	43	)	)	PUNCT
atssr-1454	198	44	.	.	PUNCT
atssr-1454	199	1	service	service	NOUN
atssr-1454	199	2	quality	quality	NOUN
atssr-1454	199	3	and	and	CCONJ
atssr-1454	199	4	customer	customer	NOUN
atssr-1454	199	5	satisfaction	satisfaction	NOUN
atssr-1454	199	6	at	at	ADP
atssr-1454	199	7	kenya	kenya	PROPN
atssr-1454	199	8	airways	airways	PROPN
atssr-1454	199	9	ltd	ltd	PROPN
atssr-1454	199	10	.	.	PROPN
atssr-1454	199	11	european	european	PROPN
atssr-1454	199	12	journal	journal	PROPN
atssr-1454	199	13	of	of	ADP
atssr-1454	199	14	business	business	NOUN
atssr-1454	199	15	and	and	CCONJ
atssr-1454	199	16	management	management	NOUN
atssr-1454	199	17	,	,	PUNCT
atssr-1454	199	18	5(22	5(22	NUM
atssr-1454	199	19	):	):	PUNCT
atssr-1454	199	20	170	170	NUM
atssr-1454	199	21	-	-	SYM
atssr-1454	199	22	179	179	NUM
atssr-1454	199	23	.	.	PUNCT
atssr-1454	200	1	valarie	valarie	PROPN
atssr-1454	200	2	,	,	PUNCT
atssr-1454	200	3	a.z.a.p	a.z.a.p	PROPN
atssr-1454	200	4	.	.	PROPN
atssr-1454	200	5	&	&	CCONJ
atssr-1454	200	6	leonard	leonard	PROPN
atssr-1454	200	7	,	,	PUNCT
atssr-1454	200	8	l.b	l.b	PROPN
atssr-1454	200	9	.	.	PROPN
atssr-1454	200	10	(	(	PUNCT
atssr-1454	200	11	1990	1990	NUM
atssr-1454	200	12	)	)	PUNCT
atssr-1454	200	13	.	.	PUNCT
atssr-1454	201	1	delivering	deliver	VERB
atssr-1454	201	2	quality	quality	NOUN
atssr-1454	201	3	service	service	NOUN
atssr-1454	201	4	:	:	PUNCT
atssr-1454	201	5	balancing	balance	VERB
atssr-1454	201	6	customer	customer	NOUN
atssr-1454	201	7	perceptions	perception	NOUN
atssr-1454	201	8	and	and	CCONJ
atssr-1454	201	9	expectations	expectation	NOUN
atssr-1454	201	10	.	.	PUNCT
atssr-1454	202	1	1	1	NUM
atssr-1454	202	2	edn	edn	NOUN
atssr-1454	202	3	.	.	PUNCT
atssr-1454	202	4	,	,	PUNCT
atssr-1454	202	5	new	new	PROPN
atssr-1454	202	6	york	york	PROPN
atssr-1454	202	7	,	,	PUNCT
atssr-1454	202	8	usa	usa	PROPN
atssr-1454	202	9	:	:	PUNCT
atssr-1454	202	10	free	free	ADJ
atssr-1454	202	11	press	press	NOUN
atssr-1454	202	12	.	.	PUNCT
atssr-1454	203	1	valarie	valarie	PROPN
atssr-1454	203	2	,	,	PUNCT
atssr-1454	203	3	a.z	a.z	PROPN
atssr-1454	203	4	.	.	PROPN
atssr-1454	203	5	,	,	PUNCT
atssr-1454	203	6	mary	mary	PROPN
atssr-1454	203	7	,	,	PUNCT
atssr-1454	203	8	j.b	j.b	PROPN
atssr-1454	203	9	.	.	PROPN
atssr-1454	203	10	&	&	CCONJ
atssr-1454	203	11	dwayne	dwayne	PROPN
atssr-1454	203	12	,	,	PUNCT
atssr-1454	203	13	g.	g.	PROPN
atssr-1454	203	14	(	(	PUNCT
atssr-1454	203	15	2006	2006	NUM
atssr-1454	203	16	)	)	PUNCT
atssr-1454	203	17	.	.	PUNCT
atssr-1454	204	1	services	service	NOUN
atssr-1454	204	2	marketing	marketing	NOUN
atssr-1454	204	3	.	.	PUNCT
atssr-1454	205	1	4th	4th	ADJ
atssr-1454	205	2	edn	edn	PROPN
atssr-1454	205	3	.	.	PUNCT
atssr-1454	206	1	,	,	PUNCT
atssr-1454	206	2	mcgraw	mcgraw	PROPN
atssr-1454	206	3	-	-	PUNCT
atssr-1454	206	4	hill	hill	NOUN
atssr-1454	206	5	;	;	PUNCT
atssr-1454	206	6	international	international	PROPN
atssr-1454	206	7	ed	ed	PROPN
atssr-1454	206	8	edition	edition	PROPN
atssr-1454	206	9	.	.	PUNCT
atssr-1454	207	1	pp	pp	ADP
atssr-1454	207	2	:	:	PUNCT
atssr-1454	207	3	608	608	NUM
atssr-1454	207	4	.	.	X
atssr-1454	208	1	wang	wang	PROPN
atssr-1454	208	2	,	,	PUNCT
atssr-1454	208	3	y.	y.	PROPN
atssr-1454	208	4	,	,	PUNCT
atssr-1454	208	5	po	po	PROPN
atssr-1454	208	6	lo	lo	PROPN
atssr-1454	208	7	,	,	PUNCT
atssr-1454	208	8	h.	h.	PROPN
atssr-1454	208	9	,	,	PUNCT
atssr-1454	208	10	chi	chi	PROPN
atssr-1454	208	11	,	,	PUNCT
atssr-1454	208	12	r.	r.	PROPN
atssr-1454	208	13	&	&	CCONJ
atssr-1454	208	14	yang	yang	PROPN
atssr-1454	208	15	,	,	PUNCT
atssr-1454	208	16	y.	y.	PROPN
atssr-1454	208	17	(	(	PUNCT
atssr-1454	208	18	2004	2004	NUM
atssr-1454	208	19	)	)	PUNCT
atssr-1454	208	20	.	.	PUNCT
atssr-1454	209	1	an	an	DET
atssr-1454	209	2	integrated	integrate	VERB
atssr-1454	209	3	framework	framework	NOUN
atssr-1454	209	4	for	for	ADP
atssr-1454	209	5	customer	customer	NOUN
atssr-1454	209	6	value	value	NOUN
atssr-1454	209	7	and	and	CCONJ
atssr-1454	209	8	customer‐relationship‐management	customer‐relationship‐management	NOUN
atssr-1454	209	9	performance	performance	NOUN
atssr-1454	209	10	:	:	PUNCT
atssr-1454	209	11	a	a	DET
atssr-1454	209	12	customer‐based	customer‐based	ADJ
atssr-1454	209	13	perspective	perspective	NOUN
atssr-1454	209	14	from	from	ADP
atssr-1454	209	15	china	china	PROPN
atssr-1454	209	16	.	.	PUNCT
atssr-1454	210	1	managing	manage	VERB
atssr-1454	210	2	service	service	NOUN
atssr-1454	210	3	quality	quality	NOUN
atssr-1454	210	4	:	:	PUNCT
atssr-1454	210	5	an	an	DET
atssr-1454	210	6	international	international	ADJ
atssr-1454	210	7	journal	journal	NOUN
atssr-1454	210	8	,	,	PUNCT
atssr-1454	210	9	14(2/3	14(2/3	NUM
atssr-1454	210	10	):	):	PUNCT
atssr-1454	210	11	169	169	NUM
atssr-1454	210	12	-	-	SYM
atssr-1454	210	13	182	182	NUM
atssr-1454	210	14	.	.	PUNCT
atssr-1454	210	15	available	available	ADJ
atssr-1454	210	16	at	at	ADP
atssr-1454	210	17	:	:	PUNCT
atssr-1454	210	18	10.1108/09604520410528590	10.1108/09604520410528590	NUM
atssr-1454	210	19	.	.	X
atssr-1454	210	20	zeithaml	zeithaml	PROPN
atssr-1454	210	21	,	,	PUNCT
atssr-1454	210	22	v.a	v.a	PROPN
atssr-1454	210	23	.	.	PROPN
atssr-1454	210	24	,	,	PUNCT
atssr-1454	210	25	berry	berry	VERB
atssr-1454	210	26	,	,	PUNCT
atssr-1454	210	27	l.	l.	PROPN
atssr-1454	210	28	l.	l.	PROPN
atssr-1454	210	29	&	&	CCONJ
atssr-1454	210	30	parasuraman	parasuraman	PROPN
atssr-1454	210	31	,	,	PUNCT
atssr-1454	210	32	a.	a.	NOUN
atssr-1454	210	33	(	(	PUNCT
atssr-1454	210	34	1993	1993	NUM
atssr-1454	210	35	)	)	PUNCT
atssr-1454	210	36	.	.	PUNCT
atssr-1454	211	1	the	the	DET
atssr-1454	211	2	nature	nature	NOUN
atssr-1454	211	3	and	and	CCONJ
atssr-1454	211	4	determinants	determinant	NOUN
atssr-1454	211	5	of	of	ADP
atssr-1454	211	6	customer	customer	NOUN
atssr-1454	211	7	expectations	expectation	NOUN
atssr-1454	211	8	of	of	ADP
atssr-1454	211	9	service	service	NOUN
atssr-1454	211	10	.	.	PUNCT
atssr-1454	212	1	journal	journal	NOUN
atssr-1454	212	2	of	of	ADP
atssr-1454	212	3	the	the	DET
atssr-1454	212	4	academy	academy	NOUN
atssr-1454	212	5	of	of	ADP
atssr-1454	212	6	marketing	marketing	NOUN
atssr-1454	212	7	science	science	NOUN
atssr-1454	212	8	,	,	PUNCT
atssr-1454	212	9	21(1	21(1	NUM
atssr-1454	212	10	):	):	PUNCT
atssr-1454	212	11	1	1	NUM
atssr-1454	212	12	.	.	PUNCT
atssr-1454	212	13	available	available	ADJ
atssr-1454	212	14	at	at	ADP
atssr-1454	212	15	:	:	PUNCT
atssr-1454	212	16	10.1177/0092070393211001	10.1177/0092070393211001	NUM
atssr-1454	212	17	.	.	PUNCT