id	sid	tid	token	lemma	pos
issue-1182	1	1	baltic	baltic	PROPN
issue-1182	1	2	journal	journal	PROPN
issue-1182	1	3	of	of	ADP
issue-1182	1	4	economic	economic	ADJ
issue-1182	1	5	studies	study	NOUN
issue-1182	1	6	20	20	NUM
issue-1182	1	7	vol	vol	NOUN
issue-1182	1	8	.	.	PROPN
issue-1182	2	1	7	7	NUM
issue-1182	2	2	no	no	NOUN
issue-1182	2	3	.	.	NOUN
issue-1182	3	1	3	3	NUM
issue-1182	3	2	,	,	PUNCT
issue-1182	3	3	2021	2021	NUM
issue-1182	3	4	corresponding	correspond	VERB
issue-1182	3	5	author	author	NOUN
issue-1182	3	6	:	:	PUNCT
issue-1182	3	7	1	1	NUM
issue-1182	3	8	mangosuthu	mangosuthu	NOUN
issue-1182	3	9	university	university	NOUN
issue-1182	3	10	of	of	ADP
issue-1182	3	11	technology	technology	NOUN
issue-1182	3	12	,	,	PUNCT
issue-1182	3	13	south	south	PROPN
issue-1182	3	14	africa	africa	PROPN
issue-1182	3	15	.	.	PUNCT
issue-1182	4	1	email	email	NOUN
issue-1182	4	2	:	:	PUNCT
issue-1182	5	1	kayambazinthu@outlook.com	kayambazinthu@outlook.com	X
issue-1182	6	1	orcid	orcid	NOUN
issue-1182	6	2	:	:	PUNCT
issue-1182	6	3	https://orcid.org/0000-0001-9074-5644	https://orcid.org/0000-0001-9074-5644	PROPN
issue-1182	6	4	researcherid	researcherid	NOUN
issue-1182	6	5	:	:	PUNCT
issue-1182	6	6	e-5654	e-5654	PROPN
issue-1182	6	7	-	-	PUNCT
issue-1182	6	8	2019	2019	NUM
issue-1182	6	9	scopus	scopus	NOUN
issue-1182	6	10	author	author	NOUN
issue-1182	6	11	i	i	PROPN
issue-1182	6	12	d	d	PROPN
issue-1182	6	13	:	:	PUNCT
issue-1182	6	14	57003422600	57003422600	NUM
issue-1182	6	15	doi	doi	NOUN
issue-1182	6	16	:	:	PUNCT
issue-1182	6	17	https://doi.org/10.30525/2256-0742/2021-7-3-20-28	https://doi.org/10.30525/2256-0742/2021-7-3-20-28	VERB
issue-1182	6	18	the	the	DET
issue-1182	6	19	service	service	NOUN
issue-1182	6	20	encounter	encounter	NOUN
issue-1182	6	21	in	in	ADP
issue-1182	6	22	higher	high	ADJ
issue-1182	6	23	education	education	NOUN
issue-1182	6	24	institutions	institution	NOUN
issue-1182	6	25	:	:	PUNCT
issue-1182	6	26	a	a	DET
issue-1182	6	27	systematic	systematic	ADJ
issue-1182	6	28	literature	literature	NOUN
issue-1182	6	29	review	review	PROPN
issue-1182	6	30	steven	steven	PROPN
issue-1182	6	31	kayambazinthu	kayambazinthu	PROPN
issue-1182	6	32	msosa1	msosa1	PROPN
issue-1182	6	33	abstract	abstract	NOUN
issue-1182	6	34	.	.	PUNCT
issue-1182	7	1	this	this	DET
issue-1182	7	2	paper	paper	NOUN
issue-1182	7	3	reviews	review	VERB
issue-1182	7	4	existing	exist	VERB
issue-1182	7	5	literature	literature	NOUN
issue-1182	7	6	on	on	ADP
issue-1182	7	7	the	the	DET
issue-1182	7	8	service	service	NOUN
issue-1182	7	9	encounter	encounter	NOUN
issue-1182	7	10	in	in	ADP
issue-1182	7	11	higher	high	ADJ
issue-1182	7	12	education	education	NOUN
issue-1182	7	13	institutions	institution	NOUN
issue-1182	7	14	.	.	PUNCT
issue-1182	8	1	it	it	PRON
issue-1182	8	2	aims	aim	VERB
issue-1182	8	3	to	to	PART
issue-1182	8	4	analyse	analyse	VERB
issue-1182	8	5	and	and	CCONJ
issue-1182	8	6	provide	provide	VERB
issue-1182	8	7	more	more	ADJ
issue-1182	8	8	insight	insight	NOUN
issue-1182	8	9	on	on	ADP
issue-1182	8	10	the	the	DET
issue-1182	8	11	term	term	NOUN
issue-1182	8	12	service	service	NOUN
issue-1182	8	13	encounter	encounter	NOUN
issue-1182	8	14	,	,	PUNCT
issue-1182	8	15	identify	identify	VERB
issue-1182	8	16	dimensions	dimension	NOUN
issue-1182	8	17	,	,	PUNCT
issue-1182	8	18	the	the	DET
issue-1182	8	19	types	type	NOUN
issue-1182	8	20	of	of	ADP
issue-1182	8	21	service	service	NOUN
issue-1182	8	22	encounter	encounter	NOUN
issue-1182	8	23	and	and	CCONJ
issue-1182	8	24	how	how	SCONJ
issue-1182	8	25	the	the	DET
issue-1182	8	26	service	service	NOUN
issue-1182	8	27	encounter	encounter	NOUN
issue-1182	8	28	is	be	AUX
issue-1182	8	29	evaluated	evaluate	VERB
issue-1182	8	30	.	.	PUNCT
issue-1182	9	1	the	the	DET
issue-1182	9	2	service	service	NOUN
issue-1182	9	3	encounter	encounter	NOUN
issue-1182	9	4	(	(	PUNCT
issue-1182	9	5	se	se	X
issue-1182	9	6	)	)	PUNCT
issue-1182	9	7	is	be	AUX
issue-1182	9	8	a	a	DET
issue-1182	9	9	critical	critical	ADJ
issue-1182	9	10	aspect	aspect	NOUN
issue-1182	9	11	of	of	ADP
issue-1182	9	12	the	the	DET
issue-1182	9	13	service	service	NOUN
issue-1182	9	14	delivery	delivery	NOUN
issue-1182	9	15	process	process	NOUN
issue-1182	9	16	.	.	PUNCT
issue-1182	10	1	it	it	PRON
issue-1182	10	2	is	be	AUX
issue-1182	10	3	used	use	VERB
issue-1182	10	4	to	to	PART
issue-1182	10	5	determine	determine	VERB
issue-1182	10	6	whether	whether	SCONJ
issue-1182	10	7	the	the	DET
issue-1182	10	8	service	service	NOUN
issue-1182	10	9	delivered	deliver	VERB
issue-1182	10	10	has	have	AUX
issue-1182	10	11	been	be	AUX
issue-1182	10	12	satisfactory	satisfactory	ADJ
issue-1182	10	13	or	or	CCONJ
issue-1182	10	14	dissatisfactory	dissatisfactory	ADJ
issue-1182	10	15	.	.	PUNCT
issue-1182	11	1	furthermore	furthermore	ADV
issue-1182	11	2	,	,	PUNCT
issue-1182	11	3	the	the	DET
issue-1182	11	4	service	service	NOUN
issue-1182	11	5	encounter	encounter	NOUN
issue-1182	11	6	offers	offer	VERB
issue-1182	11	7	an	an	DET
issue-1182	11	8	opportunity	opportunity	NOUN
issue-1182	11	9	for	for	SCONJ
issue-1182	11	10	the	the	DET
issue-1182	11	11	service	service	NOUN
issue-1182	11	12	provider	provider	NOUN
issue-1182	11	13	to	to	PART
issue-1182	11	14	demonstrate	demonstrate	VERB
issue-1182	11	15	his	his	PRON
issue-1182	11	16	or	or	CCONJ
issue-1182	11	17	her	her	PRON
issue-1182	11	18	ability	ability	NOUN
issue-1182	11	19	to	to	PART
issue-1182	11	20	offer	offer	VERB
issue-1182	11	21	a	a	DET
issue-1182	11	22	remarkable	remarkable	ADJ
issue-1182	11	23	experience	experience	NOUN
issue-1182	11	24	.	.	PUNCT
issue-1182	12	1	however	however	ADV
issue-1182	12	2	,	,	PUNCT
issue-1182	12	3	it	it	PRON
issue-1182	12	4	has	have	AUX
issue-1182	12	5	been	be	AUX
issue-1182	12	6	proven	prove	VERB
issue-1182	12	7	that	that	SCONJ
issue-1182	12	8	many	many	ADJ
issue-1182	12	9	service	service	NOUN
issue-1182	12	10	providers	provider	NOUN
issue-1182	12	11	do	do	AUX
issue-1182	12	12	not	not	PART
issue-1182	12	13	take	take	VERB
issue-1182	12	14	advantage	advantage	NOUN
issue-1182	12	15	of	of	ADP
issue-1182	12	16	the	the	DET
issue-1182	12	17	service	service	NOUN
issue-1182	12	18	encounter	encounter	NOUN
issue-1182	12	19	to	to	PART
issue-1182	12	20	create	create	VERB
issue-1182	12	21	student	student	NOUN
issue-1182	12	22	satisfaction	satisfaction	NOUN
issue-1182	12	23	.	.	PUNCT
issue-1182	13	1	as	as	ADP
issue-1182	13	2	a	a	DET
issue-1182	13	3	result	result	NOUN
issue-1182	13	4	,	,	PUNCT
issue-1182	13	5	many	many	ADJ
issue-1182	13	6	encounters	encounter	NOUN
issue-1182	13	7	have	have	AUX
issue-1182	13	8	left	leave	VERB
issue-1182	13	9	marks	mark	NOUN
issue-1182	13	10	of	of	ADP
issue-1182	13	11	unpleasant	unpleasant	ADJ
issue-1182	13	12	and	and	CCONJ
issue-1182	13	13	negative	negative	ADJ
issue-1182	13	14	feelings	feeling	NOUN
issue-1182	13	15	on	on	ADP
issue-1182	13	16	the	the	DET
issue-1182	13	17	student	student	NOUN
issue-1182	13	18	.	.	PUNCT
issue-1182	14	1	in	in	ADP
issue-1182	14	2	higher	high	ADJ
issue-1182	14	3	education	education	NOUN
issue-1182	14	4	institutions	institution	NOUN
issue-1182	14	5	,	,	PUNCT
issue-1182	14	6	the	the	DET
issue-1182	14	7	service	service	NOUN
issue-1182	14	8	encounter	encounter	NOUN
issue-1182	14	9	helps	help	VERB
issue-1182	14	10	both	both	DET
issue-1182	14	11	students	student	NOUN
issue-1182	14	12	and	and	CCONJ
issue-1182	14	13	academicians	academician	NOUN
issue-1182	14	14	communicate	communicate	VERB
issue-1182	14	15	and	and	CCONJ
issue-1182	14	16	understand	understand	VERB
issue-1182	14	17	the	the	DET
issue-1182	14	18	needs	need	NOUN
issue-1182	14	19	of	of	ADP
issue-1182	14	20	either	either	DET
issue-1182	14	21	party	party	NOUN
issue-1182	14	22	.	.	PUNCT
issue-1182	15	1	this	this	DET
issue-1182	15	2	study	study	NOUN
issue-1182	15	3	adopted	adopt	VERB
issue-1182	15	4	a	a	DET
issue-1182	15	5	systematic	systematic	ADJ
issue-1182	15	6	review	review	NOUN
issue-1182	15	7	of	of	ADP
issue-1182	15	8	the	the	DET
issue-1182	15	9	literature	literature	NOUN
issue-1182	15	10	using	use	VERB
issue-1182	15	11	several	several	ADJ
issue-1182	15	12	academic	academic	ADJ
issue-1182	15	13	databases	database	NOUN
issue-1182	15	14	.	.	PUNCT
issue-1182	16	1	a	a	DET
issue-1182	16	2	plethora	plethora	NOUN
issue-1182	16	3	of	of	ADP
issue-1182	16	4	studies	study	NOUN
issue-1182	16	5	on	on	ADP
issue-1182	16	6	the	the	DET
issue-1182	16	7	service	service	NOUN
issue-1182	16	8	encounter	encounter	NOUN
issue-1182	16	9	were	be	AUX
issue-1182	16	10	reviewed	review	VERB
issue-1182	16	11	from	from	ADP
issue-1182	16	12	several	several	ADJ
issue-1182	16	13	academic	academic	ADJ
issue-1182	16	14	databases	database	NOUN
issue-1182	16	15	but	but	CCONJ
issue-1182	16	16	only	only	ADV
issue-1182	16	17	50	50	NUM
issue-1182	16	18	articles	article	NOUN
issue-1182	16	19	published	publish	VERB
issue-1182	16	20	from	from	ADP
issue-1182	16	21	1984	1984	NUM
issue-1182	16	22	to	to	ADP
issue-1182	16	23	2018	2018	NUM
issue-1182	16	24	were	be	AUX
issue-1182	16	25	cited	cite	VERB
issue-1182	16	26	in	in	ADP
issue-1182	16	27	this	this	DET
issue-1182	16	28	study	study	NOUN
issue-1182	16	29	.	.	PUNCT
issue-1182	17	1	a	a	DET
issue-1182	17	2	descriptive	descriptive	ADJ
issue-1182	17	3	analysis	analysis	NOUN
issue-1182	17	4	was	be	AUX
issue-1182	17	5	used	use	VERB
issue-1182	17	6	to	to	PART
issue-1182	17	7	highlight	highlight	VERB
issue-1182	17	8	the	the	DET
issue-1182	17	9	classification	classification	NOUN
issue-1182	17	10	of	of	ADP
issue-1182	17	11	the	the	DET
issue-1182	17	12	sources	source	NOUN
issue-1182	17	13	used	use	VERB
issue-1182	17	14	,	,	PUNCT
issue-1182	17	15	the	the	DET
issue-1182	17	16	number	number	NOUN
issue-1182	17	17	of	of	ADP
issue-1182	17	18	articles	article	NOUN
issue-1182	17	19	cited	cite	VERB
issue-1182	17	20	in	in	ADP
issue-1182	17	21	this	this	DET
issue-1182	17	22	study	study	NOUN
issue-1182	17	23	and	and	CCONJ
issue-1182	17	24	the	the	DET
issue-1182	17	25	year	year	NOUN
issue-1182	17	26	when	when	SCONJ
issue-1182	17	27	the	the	DET
issue-1182	17	28	articles	article	NOUN
issue-1182	17	29	were	be	AUX
issue-1182	17	30	published	publish	VERB
issue-1182	17	31	.	.	PUNCT
issue-1182	18	1	the	the	DET
issue-1182	18	2	study	study	NOUN
issue-1182	18	3	identified	identify	VERB
issue-1182	18	4	several	several	ADJ
issue-1182	18	5	definitions	definition	NOUN
issue-1182	18	6	of	of	ADP
issue-1182	18	7	the	the	DET
issue-1182	18	8	service	service	NOUN
issue-1182	18	9	encounter	encounter	NOUN
issue-1182	18	10	and	and	CCONJ
issue-1182	18	11	also	also	ADV
issue-1182	18	12	found	find	VERB
issue-1182	18	13	that	that	SCONJ
issue-1182	18	14	there	there	PRON
issue-1182	18	15	are	be	VERB
issue-1182	18	16	several	several	ADJ
issue-1182	18	17	dimensions	dimension	NOUN
issue-1182	18	18	and	and	CCONJ
issue-1182	18	19	types	type	NOUN
issue-1182	18	20	of	of	ADP
issue-1182	18	21	the	the	DET
issue-1182	18	22	service	service	NOUN
issue-1182	18	23	encounter	encounter	NOUN
issue-1182	18	24	.	.	PUNCT
issue-1182	19	1	the	the	DET
issue-1182	19	2	divergent	divergent	ADJ
issue-1182	19	3	views	view	NOUN
issue-1182	19	4	that	that	PRON
issue-1182	19	5	emanate	emanate	VERB
issue-1182	19	6	from	from	ADP
issue-1182	19	7	these	these	DET
issue-1182	19	8	findings	finding	NOUN
issue-1182	19	9	stem	stem	VERB
issue-1182	19	10	from	from	ADP
issue-1182	19	11	the	the	DET
issue-1182	19	12	fact	fact	NOUN
issue-1182	19	13	that	that	SCONJ
issue-1182	19	14	there	there	PRON
issue-1182	19	15	is	be	VERB
issue-1182	19	16	a	a	DET
issue-1182	19	17	growth	growth	NOUN
issue-1182	19	18	in	in	ADP
issue-1182	19	19	literature	literature	NOUN
issue-1182	19	20	and	and	CCONJ
issue-1182	19	21	the	the	DET
issue-1182	19	22	body	body	NOUN
issue-1182	19	23	of	of	ADP
issue-1182	19	24	knowledge	knowledge	NOUN
issue-1182	19	25	on	on	ADP
issue-1182	19	26	the	the	DET
issue-1182	19	27	service	service	NOUN
issue-1182	19	28	encounter	encounter	NOUN
issue-1182	19	29	in	in	ADP
issue-1182	19	30	different	different	ADJ
issue-1182	19	31	sectors	sector	NOUN
issue-1182	19	32	of	of	ADP
issue-1182	19	33	the	the	DET
issue-1182	19	34	economy	economy	NOUN
issue-1182	19	35	.	.	PUNCT
issue-1182	20	1	the	the	DET
issue-1182	20	2	findings	finding	NOUN
issue-1182	20	3	of	of	ADP
issue-1182	20	4	this	this	DET
issue-1182	20	5	study	study	NOUN
issue-1182	20	6	could	could	AUX
issue-1182	20	7	assist	assist	VERB
issue-1182	20	8	academics	academic	NOUN
issue-1182	20	9	and	and	CCONJ
issue-1182	20	10	practitioners	practitioner	NOUN
issue-1182	20	11	to	to	PART
issue-1182	20	12	have	have	VERB
issue-1182	20	13	a	a	DET
issue-1182	20	14	deeper	deep	ADJ
issue-1182	20	15	understanding	understanding	NOUN
issue-1182	20	16	of	of	ADP
issue-1182	20	17	the	the	DET
issue-1182	20	18	service	service	NOUN
issue-1182	20	19	encounter	encounter	NOUN
issue-1182	20	20	.	.	PUNCT
issue-1182	21	1	such	such	DET
issue-1182	21	2	an	an	DET
issue-1182	21	3	understanding	understanding	NOUN
issue-1182	21	4	is	be	AUX
issue-1182	21	5	very	very	ADV
issue-1182	21	6	critical	critical	ADJ
issue-1182	21	7	in	in	ADP
issue-1182	21	8	addressing	address	VERB
issue-1182	21	9	the	the	DET
issue-1182	21	10	needs	need	NOUN
issue-1182	21	11	of	of	ADP
issue-1182	21	12	students	student	NOUN
issue-1182	21	13	and	and	CCONJ
issue-1182	21	14	other	other	ADJ
issue-1182	21	15	stakeholders	stakeholder	NOUN
issue-1182	21	16	of	of	ADP
issue-1182	21	17	higher	high	ADJ
issue-1182	21	18	education	education	NOUN
issue-1182	21	19	institutions	institution	NOUN
issue-1182	21	20	.	.	PUNCT
issue-1182	22	1	moreover	moreover	ADV
issue-1182	22	2	,	,	PUNCT
issue-1182	22	3	it	it	PRON
issue-1182	22	4	can	can	AUX
issue-1182	22	5	help	help	VERB
issue-1182	22	6	faculty	faculty	NOUN
issue-1182	22	7	members	member	NOUN
issue-1182	22	8	and	and	CCONJ
issue-1182	22	9	institutional	institutional	ADJ
issue-1182	22	10	managers	manager	NOUN
issue-1182	22	11	deal	deal	VERB
issue-1182	22	12	with	with	ADP
issue-1182	22	13	moments	moment	NOUN
issue-1182	22	14	of	of	ADP
issue-1182	22	15	truths	truth	NOUN
issue-1182	22	16	which	which	PRON
issue-1182	22	17	if	if	SCONJ
issue-1182	22	18	properly	properly	ADV
issue-1182	22	19	managed	manage	VERB
issue-1182	22	20	can	can	AUX
issue-1182	22	21	facilitate	facilitate	VERB
issue-1182	22	22	the	the	DET
issue-1182	22	23	realisation	realisation	NOUN
issue-1182	22	24	of	of	ADP
issue-1182	22	25	student	student	NOUN
issue-1182	22	26	expectations	expectation	NOUN
issue-1182	22	27	and	and	CCONJ
issue-1182	22	28	ultimately	ultimately	ADV
issue-1182	22	29	,	,	PUNCT
issue-1182	22	30	satisfaction	satisfaction	NOUN
issue-1182	22	31	.	.	PUNCT
issue-1182	23	1	this	this	DET
issue-1182	23	2	study	study	NOUN
issue-1182	23	3	further	far	ADV
issue-1182	23	4	provides	provide	VERB
issue-1182	23	5	a	a	DET
issue-1182	23	6	basis	basis	NOUN
issue-1182	23	7	for	for	ADP
issue-1182	23	8	future	future	ADJ
issue-1182	23	9	research	research	NOUN
issue-1182	23	10	using	use	VERB
issue-1182	23	11	the	the	DET
issue-1182	23	12	available	available	ADJ
issue-1182	23	13	service	service	NOUN
issue-1182	23	14	encounter	encounter	NOUN
issue-1182	23	15	evaluation	evaluation	NOUN
issue-1182	23	16	tools	tool	NOUN
issue-1182	23	17	or	or	CCONJ
issue-1182	23	18	instruments	instrument	NOUN
issue-1182	23	19	.	.	PUNCT
issue-1182	24	1	key	key	ADJ
issue-1182	24	2	words	word	NOUN
issue-1182	24	3	:	:	PUNCT
issue-1182	24	4	service	service	NOUN
issue-1182	24	5	encounter	encounter	NOUN
issue-1182	24	6	,	,	PUNCT
issue-1182	24	7	moment	moment	NOUN
issue-1182	24	8	of	of	ADP
issue-1182	24	9	truth	truth	NOUN
issue-1182	24	10	,	,	PUNCT
issue-1182	24	11	higher	high	ADJ
issue-1182	24	12	education	education	NOUN
issue-1182	24	13	institutions	institution	NOUN
issue-1182	24	14	,	,	PUNCT
issue-1182	24	15	service	service	NOUN
issue-1182	24	16	evaluation	evaluation	NOUN
issue-1182	24	17	,	,	PUNCT
issue-1182	24	18	customer	customer	NOUN
issue-1182	24	19	satisfaction	satisfaction	NOUN
issue-1182	24	20	,	,	PUNCT
issue-1182	24	21	service	service	NOUN
issue-1182	24	22	quality	quality	NOUN
issue-1182	24	23	.	.	PUNCT
issue-1182	25	1	jel	jel	PROPN
issue-1182	25	2	classification	classification	PROPN
issue-1182	25	3	:	:	PUNCT
issue-1182	25	4	i23	i23	PROPN
issue-1182	25	5	,	,	PUNCT
issue-1182	25	6	l80	l80	PROPN
issue-1182	25	7	,	,	PUNCT
issue-1182	25	8	l84	l84	ADJ
issue-1182	25	9	,	,	PUNCT
issue-1182	25	10	m31	m31	NOUN
issue-1182	25	11	1	1	NUM
issue-1182	25	12	.	.	PUNCT
issue-1182	25	13	introduction	introduction	NOUN
issue-1182	25	14	although	although	SCONJ
issue-1182	25	15	most	most	ADJ
issue-1182	25	16	customers	customer	NOUN
issue-1182	25	17	expect	expect	VERB
issue-1182	25	18	extraordinary	extraordinary	ADJ
issue-1182	25	19	service	service	NOUN
issue-1182	25	20	experiences	experience	NOUN
issue-1182	25	21	,	,	PUNCT
issue-1182	25	22	in	in	ADP
issue-1182	25	23	reality	reality	NOUN
issue-1182	25	24	,	,	PUNCT
issue-1182	25	25	they	they	PRON
issue-1182	25	26	rarely	rarely	ADV
issue-1182	25	27	occur	occur	VERB
issue-1182	25	28	.	.	PUNCT
issue-1182	26	1	in	in	ADP
issue-1182	26	2	selected	select	VERB
issue-1182	26	3	cases	case	NOUN
issue-1182	26	4	when	when	SCONJ
issue-1182	26	5	customers	customer	NOUN
issue-1182	26	6	get	get	VERB
issue-1182	26	7	an	an	DET
issue-1182	26	8	extraordinary	extraordinary	ADJ
issue-1182	26	9	experience	experience	NOUN
issue-1182	26	10	,	,	PUNCT
issue-1182	26	11	they	they	PRON
issue-1182	26	12	are	be	AUX
issue-1182	26	13	normally	normally	ADV
issue-1182	26	14	in	in	ADP
issue-1182	26	15	disbelief	disbelief	NOUN
issue-1182	26	16	that	that	SCONJ
issue-1182	26	17	a	a	DET
issue-1182	26	18	service	service	NOUN
issue-1182	26	19	provider	provider	NOUN
issue-1182	26	20	would	would	AUX
issue-1182	26	21	deliver	deliver	VERB
issue-1182	26	22	a	a	DET
issue-1182	26	23	quality	quality	NOUN
issue-1182	26	24	service	service	NOUN
issue-1182	26	25	that	that	PRON
issue-1182	26	26	deviates	deviate	VERB
issue-1182	26	27	from	from	ADP
issue-1182	26	28	an	an	DET
issue-1182	26	29	expected	expect	VERB
issue-1182	26	30	service	service	NOUN
issue-1182	26	31	norm	norm	NOUN
issue-1182	26	32	(	(	PUNCT
issue-1182	26	33	collier	collier	X
issue-1182	26	34	,	,	PUNCT
issue-1182	26	35	barnes	barne	NOUN
issue-1182	26	36	,	,	PUNCT
issue-1182	26	37	abney	abney	PROPN
issue-1182	26	38	&	&	CCONJ
issue-1182	26	39	pelletier	pelletier	PROPN
issue-1182	26	40	,	,	PUNCT
issue-1182	26	41	2018	2018	NUM
issue-1182	26	42	)	)	PUNCT
issue-1182	26	43	.	.	PUNCT
issue-1182	27	1	the	the	DET
issue-1182	27	2	process	process	NOUN
issue-1182	27	3	of	of	ADP
issue-1182	27	4	consumption	consumption	NOUN
issue-1182	27	5	for	for	ADP
issue-1182	27	6	most	most	ADJ
issue-1182	27	7	goods	good	NOUN
issue-1182	27	8	and	and	CCONJ
issue-1182	27	9	services	service	NOUN
issue-1182	27	10	involves	involve	VERB
issue-1182	27	11	an	an	DET
issue-1182	27	12	exchange	exchange	NOUN
issue-1182	27	13	process	process	NOUN
issue-1182	27	14	between	between	ADP
issue-1182	27	15	the	the	DET
issue-1182	27	16	customer	customer	NOUN
issue-1182	27	17	and	and	CCONJ
issue-1182	27	18	the	the	DET
issue-1182	27	19	organisation	organisation	NOUN
issue-1182	27	20	.	.	PUNCT
issue-1182	28	1	these	these	DET
issue-1182	28	2	exchanges	exchange	NOUN
issue-1182	28	3	or	or	CCONJ
issue-1182	28	4	ses	se	NOUN
issue-1182	28	5	(	(	PUNCT
issue-1182	28	6	also	also	ADV
issue-1182	28	7	known	know	VERB
issue-1182	28	8	as	as	ADP
issue-1182	28	9	“	"	PUNCT
issue-1182	28	10	moments	moment	NOUN
issue-1182	28	11	of	of	ADP
issue-1182	28	12	truth	truth	NOUN
issue-1182	28	13	”	"	PUNCT
issue-1182	28	14	)	)	PUNCT
issue-1182	28	15	act	act	VERB
issue-1182	28	16	as	as	ADP
issue-1182	28	17	a	a	DET
issue-1182	28	18	yardstick	yardstick	NOUN
issue-1182	28	19	for	for	ADP
issue-1182	28	20	service	service	NOUN
issue-1182	28	21	quality	quality	NOUN
issue-1182	28	22	evaluation	evaluation	NOUN
issue-1182	28	23	.	.	PUNCT
issue-1182	29	1	conversely	conversely	ADV
issue-1182	29	2	,	,	PUNCT
issue-1182	29	3	these	these	DET
issue-1182	29	4	exchanges	exchange	NOUN
issue-1182	29	5	provide	provide	VERB
issue-1182	29	6	the	the	DET
issue-1182	29	7	organisation	organisation	NOUN
issue-1182	29	8	with	with	ADP
issue-1182	29	9	several	several	ADJ
issue-1182	29	10	opportunities	opportunity	NOUN
issue-1182	29	11	to	to	PART
issue-1182	29	12	evaluate	evaluate	VERB
issue-1182	29	13	the	the	DET
issue-1182	29	14	perception	perception	NOUN
issue-1182	29	15	of	of	ADP
issue-1182	29	16	customers	customer	NOUN
issue-1182	29	17	regarding	regard	VERB
issue-1182	29	18	the	the	DET
issue-1182	29	19	quality	quality	NOUN
issue-1182	29	20	of	of	ADP
issue-1182	29	21	the	the	DET
issue-1182	29	22	service	service	NOUN
issue-1182	29	23	received	receive	VERB
issue-1182	29	24	or	or	CCONJ
issue-1182	29	25	delivered	deliver	VERB
issue-1182	29	26	.	.	PUNCT
issue-1182	30	1	thus	thus	ADV
issue-1182	30	2	,	,	PUNCT
issue-1182	30	3	one	one	NUM
issue-1182	30	4	of	of	ADP
issue-1182	30	5	the	the	DET
issue-1182	30	6	ways	way	NOUN
issue-1182	30	7	of	of	ADP
issue-1182	30	8	improving	improve	VERB
issue-1182	30	9	service	service	NOUN
issue-1182	30	10	quality	quality	NOUN
issue-1182	30	11	is	be	AUX
issue-1182	30	12	for	for	SCONJ
issue-1182	30	13	service	service	NOUN
issue-1182	30	14	providers	provider	NOUN
issue-1182	30	15	to	to	PART
issue-1182	30	16	understand	understand	VERB
issue-1182	30	17	the	the	DET
issue-1182	30	18	whole	whole	ADJ
issue-1182	30	19	se	se	X
issue-1182	30	20	experience	experience	PROPN
issue-1182	30	21	(	(	PUNCT
issue-1182	30	22	john	john	PROPN
issue-1182	30	23	,	,	PUNCT
issue-1182	30	24	1996	1996	NUM
issue-1182	30	25	)	)	PUNCT
issue-1182	30	26	.	.	PUNCT
issue-1182	31	1	the	the	DET
issue-1182	31	2	service	service	NOUN
issue-1182	31	3	sector	sector	NOUN
issue-1182	31	4	is	be	AUX
issue-1182	31	5	known	know	VERB
issue-1182	31	6	for	for	ADP
issue-1182	31	7	the	the	DET
issue-1182	31	8	moment	moment	NOUN
issue-1182	31	9	of	of	ADP
issue-1182	31	10	truth	truth	NOUN
issue-1182	31	11	or	or	CCONJ
issue-1182	31	12	the	the	DET
issue-1182	31	13	se	se	X
issue-1182	31	14	,	,	PUNCT
issue-1182	31	15	many	many	ADJ
issue-1182	31	16	of	of	ADP
issue-1182	31	17	which	which	PRON
issue-1182	31	18	leave	leave	VERB
issue-1182	31	19	marks	mark	NOUN
issue-1182	31	20	of	of	ADP
issue-1182	31	21	unpleasant	unpleasant	ADJ
issue-1182	31	22	and	and	CCONJ
issue-1182	31	23	negative	negative	ADJ
issue-1182	31	24	feelings	feeling	NOUN
issue-1182	31	25	while	while	SCONJ
issue-1182	31	26	others	other	NOUN
issue-1182	31	27	leave	leave	VERB
issue-1182	31	28	marks	mark	NOUN
issue-1182	31	29	of	of	ADP
issue-1182	31	30	positive	positive	ADJ
issue-1182	31	31	feelings	feeling	NOUN
issue-1182	31	32	(	(	PUNCT
issue-1182	31	33	weeks	week	NOUN
issue-1182	31	34	,	,	PUNCT
issue-1182	31	35	2015	2015	NUM
issue-1182	31	36	)	)	PUNCT
issue-1182	31	37	.	.	PUNCT
issue-1182	32	1	in	in	ADP
issue-1182	32	2	most	most	ADJ
issue-1182	32	3	cases	case	NOUN
issue-1182	32	4	,	,	PUNCT
issue-1182	32	5	the	the	DET
issue-1182	32	6	se	se	PROPN
issue-1182	32	7	takes	take	VERB
issue-1182	32	8	place	place	NOUN
issue-1182	32	9	in	in	ADP
issue-1182	32	10	full	full	ADJ
issue-1182	32	11	view	view	NOUN
issue-1182	32	12	of	of	ADP
issue-1182	32	13	other	other	ADJ
issue-1182	32	14	students	student	NOUN
issue-1182	32	15	.	.	PUNCT
issue-1182	33	1	the	the	DET
issue-1182	33	2	nature	nature	NOUN
issue-1182	33	3	of	of	ADP
issue-1182	33	4	the	the	DET
issue-1182	33	5	service	service	NOUN
issue-1182	33	6	received	receive	VERB
issue-1182	33	7	by	by	ADP
issue-1182	33	8	one	one	NUM
issue-1182	33	9	student	student	NOUN
issue-1182	33	10	helps	help	VERB
issue-1182	33	11	other	other	ADJ
issue-1182	33	12	students	student	NOUN
issue-1182	33	13	to	to	PART
issue-1182	33	14	form	form	VERB
issue-1182	33	15	their	their	PRON
issue-1182	33	16	own	own	ADJ
issue-1182	33	17	expectations	expectation	NOUN
issue-1182	33	18	of	of	ADP
issue-1182	33	19	an	an	DET
issue-1182	33	20	ideal	ideal	ADJ
issue-1182	33	21	service	service	NOUN
issue-1182	33	22	(	(	PUNCT
issue-1182	33	23	anaya	anaya	PROPN
issue-1182	33	24	,	,	PUNCT
issue-1182	33	25	miao	miao	PROPN
issue-1182	33	26	,	,	PUNCT
issue-1182	33	27	mattila	mattila	NOUN
issue-1182	33	28	&	&	CCONJ
issue-1182	33	29	almanza	almanza	PROPN
issue-1182	33	30	,	,	PUNCT
issue-1182	33	31	2016	2016	NUM
issue-1182	33	32	)	)	PUNCT
issue-1182	33	33	.	.	PUNCT
issue-1182	34	1	every	every	DET
issue-1182	34	2	se	se	PROPN
issue-1182	34	3	is	be	AUX
issue-1182	34	4	unique	unique	ADJ
issue-1182	34	5	such	such	ADJ
issue-1182	34	6	that	that	SCONJ
issue-1182	34	7	an	an	DET
issue-1182	34	8	element	element	NOUN
issue-1182	34	9	of	of	ADP
issue-1182	34	10	baltic	baltic	ADJ
issue-1182	34	11	journal	journal	PROPN
issue-1182	34	12	of	of	ADP
issue-1182	34	13	economic	economic	ADJ
issue-1182	34	14	studies	study	NOUN
issue-1182	34	15	21	21	NUM
issue-1182	34	16	vol	vol	NOUN
issue-1182	34	17	.	.	PUNCT
issue-1182	35	1	7	7	NUM
issue-1182	35	2	,	,	PUNCT
issue-1182	35	3	no	no	INTJ
issue-1182	35	4	.	.	NOUN
issue-1182	35	5	3	3	NUM
issue-1182	35	6	,	,	PUNCT
issue-1182	35	7	2021	2021	NUM
issue-1182	35	8	student	student	NOUN
issue-1182	35	9	impressions	impression	NOUN
issue-1182	35	10	and	and	CCONJ
issue-1182	35	11	satisfaction	satisfaction	NOUN
issue-1182	35	12	with	with	ADP
issue-1182	35	13	the	the	DET
issue-1182	35	14	higher	high	ADJ
issue-1182	35	15	education	education	NOUN
issue-1182	35	16	institution	institution	NOUN
issue-1182	35	17	is	be	AUX
issue-1182	35	18	cumulative	cumulative	ADJ
issue-1182	35	19	.	.	PUNCT
issue-1182	36	1	thus	thus	ADV
issue-1182	36	2	,	,	PUNCT
issue-1182	36	3	the	the	DET
issue-1182	36	4	spillover	spillover	NOUN
issue-1182	36	5	of	of	ADP
issue-1182	36	6	the	the	DET
issue-1182	36	7	outcomes	outcome	NOUN
issue-1182	36	8	from	from	ADP
issue-1182	36	9	previous	previous	ADJ
issue-1182	36	10	ses	se	NOUN
issue-1182	36	11	underlines	underline	VERB
issue-1182	36	12	the	the	DET
issue-1182	36	13	value	value	NOUN
issue-1182	36	14	of	of	ADP
issue-1182	36	15	the	the	DET
issue-1182	36	16	overall	overall	ADJ
issue-1182	36	17	se	se	PROPN
issue-1182	36	18	experience	experience	NOUN
issue-1182	36	19	.	.	PUNCT
issue-1182	37	1	the	the	DET
issue-1182	37	2	touchpoints	touchpoint	NOUN
issue-1182	37	3	such	such	ADJ
issue-1182	37	4	as	as	ADP
issue-1182	37	5	the	the	DET
issue-1182	37	6	classroom	classroom	NOUN
issue-1182	37	7	,	,	PUNCT
issue-1182	37	8	online	online	ADJ
issue-1182	37	9	student	student	NOUN
issue-1182	37	10	portals	portal	NOUN
issue-1182	37	11	,	,	PUNCT
issue-1182	37	12	posters	poster	NOUN
issue-1182	37	13	,	,	PUNCT
issue-1182	37	14	and	and	CCONJ
issue-1182	37	15	brochures	brochure	NOUN
issue-1182	37	16	are	be	AUX
issue-1182	37	17	the	the	DET
issue-1182	37	18	higher	high	ADJ
issue-1182	37	19	education	education	NOUN
issue-1182	37	20	institution	institution	NOUN
issue-1182	37	21	's	's	PART
issue-1182	37	22	mechanism	mechanism	NOUN
issue-1182	37	23	to	to	PART
issue-1182	37	24	facilitate	facilitate	VERB
issue-1182	37	25	the	the	DET
issue-1182	37	26	se	se	NOUN
issue-1182	37	27	and	and	CCONJ
issue-1182	37	28	interactions	interaction	NOUN
issue-1182	37	29	with	with	ADP
issue-1182	37	30	students	student	NOUN
issue-1182	37	31	(	(	PUNCT
issue-1182	37	32	voorhees	voorhees	PROPN
issue-1182	37	33	,	,	PUNCT
issue-1182	37	34	fombelle	fombelle	PROPN
issue-1182	37	35	,	,	PUNCT
issue-1182	37	36	gregoire	gregoire	PROPN
issue-1182	37	37	,	,	PUNCT
issue-1182	37	38	bone	bone	PROPN
issue-1182	37	39	,	,	PUNCT
issue-1182	37	40	gustafsson	gustafsson	PROPN
issue-1182	37	41	,	,	PUNCT
issue-1182	37	42	sousa	sousa	PROPN
issue-1182	37	43	&	&	CCONJ
issue-1182	37	44	walkowiak	walkowiak	PROPN
issue-1182	37	45	,	,	PUNCT
issue-1182	37	46	2017	2017	NUM
issue-1182	37	47	)	)	PUNCT
issue-1182	37	48	.	.	PUNCT
issue-1182	38	1	the	the	DET
issue-1182	38	2	higher	high	ADJ
issue-1182	38	3	education	education	NOUN
issue-1182	38	4	sector	sector	NOUN
issue-1182	38	5	,	,	PUNCT
issue-1182	38	6	specifically	specifically	ADV
issue-1182	38	7	universities	university	NOUN
issue-1182	38	8	world	world	NOUN
issue-1182	38	9	over	over	ADP
issue-1182	38	10	is	be	AUX
issue-1182	38	11	at	at	ADP
issue-1182	38	12	a	a	DET
issue-1182	38	13	crossroads	crossroad	NOUN
issue-1182	38	14	as	as	ADP
issue-1182	38	15	a	a	DET
issue-1182	38	16	result	result	NOUN
issue-1182	38	17	of	of	ADP
issue-1182	38	18	the	the	DET
issue-1182	38	19	increase	increase	NOUN
issue-1182	38	20	in	in	ADP
issue-1182	38	21	the	the	DET
issue-1182	38	22	number	number	NOUN
issue-1182	38	23	of	of	ADP
issue-1182	38	24	unresolved	unresolved	ADJ
issue-1182	38	25	complaints	complaint	NOUN
issue-1182	38	26	.	.	PUNCT
issue-1182	39	1	students	student	NOUN
issue-1182	39	2	complain	complain	VERB
issue-1182	39	3	about	about	ADP
issue-1182	39	4	the	the	DET
issue-1182	39	5	lack	lack	NOUN
issue-1182	39	6	of	of	ADP
issue-1182	39	7	a	a	DET
issue-1182	39	8	functional	functional	ADJ
issue-1182	39	9	system	system	NOUN
issue-1182	39	10	to	to	PART
issue-1182	39	11	apprise	apprise	VERB
issue-1182	39	12	them	they	PRON
issue-1182	39	13	regarding	regard	VERB
issue-1182	39	14	the	the	DET
issue-1182	39	15	status	status	NOUN
issue-1182	39	16	of	of	ADP
issue-1182	39	17	their	their	PRON
issue-1182	39	18	complaints	complaint	NOUN
issue-1182	39	19	(	(	PUNCT
issue-1182	39	20	bothwell	bothwell	PROPN
issue-1182	39	21	,	,	PUNCT
issue-1182	39	22	2016	2016	NUM
issue-1182	39	23	)	)	PUNCT
issue-1182	39	24	.	.	PUNCT
issue-1182	40	1	the	the	DET
issue-1182	40	2	treatment	treatment	NOUN
issue-1182	40	3	of	of	ADP
issue-1182	40	4	students	student	NOUN
issue-1182	40	5	as	as	SCONJ
issue-1182	40	6	customers	customer	NOUN
issue-1182	40	7	has	have	AUX
issue-1182	40	8	been	be	AUX
issue-1182	40	9	a	a	DET
issue-1182	40	10	subject	subject	NOUN
issue-1182	40	11	of	of	ADP
issue-1182	40	12	debate	debate	NOUN
issue-1182	40	13	.	.	PUNCT
issue-1182	41	1	the	the	DET
issue-1182	41	2	customer	customer	NOUN
issue-1182	41	3	narrative	narrative	NOUN
issue-1182	41	4	has	have	VERB
issue-1182	41	5	several	several	ADJ
issue-1182	41	6	advantages	advantage	NOUN
issue-1182	41	7	that	that	SCONJ
issue-1182	41	8	it	it	PRON
issue-1182	41	9	presents	present	VERB
issue-1182	41	10	to	to	ADP
issue-1182	41	11	the	the	DET
issue-1182	41	12	students	student	NOUN
issue-1182	41	13	.	.	PUNCT
issue-1182	42	1	extant	extant	ADJ
issue-1182	42	2	research	research	NOUN
issue-1182	42	3	suggests	suggest	VERB
issue-1182	42	4	that	that	SCONJ
issue-1182	42	5	students	student	NOUN
issue-1182	42	6	should	should	AUX
issue-1182	42	7	be	be	AUX
issue-1182	42	8	legitimately	legitimately	ADV
issue-1182	42	9	treated	treat	VERB
issue-1182	42	10	as	as	ADP
issue-1182	42	11	customers	customer	NOUN
issue-1182	42	12	of	of	ADP
issue-1182	42	13	the	the	DET
issue-1182	42	14	university	university	NOUN
issue-1182	42	15	because	because	SCONJ
issue-1182	42	16	they	they	PRON
issue-1182	42	17	have	have	VERB
issue-1182	42	18	the	the	DET
issue-1182	42	19	same	same	ADJ
issue-1182	42	20	rights	right	NOUN
issue-1182	42	21	as	as	ADP
issue-1182	42	22	other	other	ADJ
issue-1182	42	23	customers	customer	NOUN
issue-1182	42	24	.	.	PUNCT
issue-1182	43	1	these	these	DET
issue-1182	43	2	rights	right	NOUN
issue-1182	43	3	include	include	VERB
issue-1182	43	4	the	the	DET
issue-1182	43	5	right	right	NOUN
issue-1182	43	6	to	to	PART
issue-1182	43	7	register	register	VERB
issue-1182	43	8	a	a	DET
issue-1182	43	9	complaint	complaint	NOUN
issue-1182	43	10	regarding	regard	VERB
issue-1182	43	11	poor	poor	ADJ
issue-1182	43	12	teaching	teaching	NOUN
issue-1182	43	13	methods	method	NOUN
issue-1182	43	14	,	,	PUNCT
issue-1182	43	15	university	university	NOUN
issue-1182	43	16	facilities	facility	NOUN
issue-1182	43	17	,	,	PUNCT
issue-1182	43	18	outdated	outdated	ADJ
issue-1182	43	19	books	book	NOUN
issue-1182	43	20	in	in	ADP
issue-1182	43	21	the	the	DET
issue-1182	43	22	library	library	NOUN
issue-1182	43	23	,	,	PUNCT
issue-1182	43	24	cumbersome	cumbersome	ADJ
issue-1182	43	25	processes	process	NOUN
issue-1182	43	26	and	and	CCONJ
issue-1182	43	27	poor	poor	ADJ
issue-1182	43	28	accommodation	accommodation	NOUN
issue-1182	43	29	(	(	PUNCT
issue-1182	43	30	hussey	hussey	PROPN
issue-1182	43	31	&	&	CCONJ
issue-1182	43	32	smith	smith	PROPN
issue-1182	43	33	,	,	PUNCT
issue-1182	43	34	2010	2010	NUM
issue-1182	43	35	)	)	PUNCT
issue-1182	43	36	.	.	PUNCT
issue-1182	44	1	with	with	ADP
issue-1182	44	2	this	this	DET
issue-1182	44	3	perspective	perspective	NOUN
issue-1182	44	4	in	in	ADP
issue-1182	44	5	mind	mind	NOUN
issue-1182	44	6	,	,	PUNCT
issue-1182	44	7	it	it	PRON
issue-1182	44	8	must	must	AUX
issue-1182	44	9	be	be	AUX
issue-1182	44	10	noted	note	VERB
issue-1182	44	11	that	that	SCONJ
issue-1182	44	12	students	student	NOUN
issue-1182	44	13	as	as	ADP
issue-1182	44	14	customers	customer	NOUN
issue-1182	44	15	,	,	PUNCT
issue-1182	44	16	interact	interact	VERB
issue-1182	44	17	with	with	ADP
issue-1182	44	18	members	member	NOUN
issue-1182	44	19	of	of	ADP
issue-1182	44	20	the	the	DET
issue-1182	44	21	faculty	faculty	NOUN
issue-1182	44	22	,	,	PUNCT
issue-1182	44	23	and	and	CCONJ
issue-1182	44	24	other	other	ADJ
issue-1182	44	25	departments	department	NOUN
issue-1182	44	26	,	,	PUNCT
issue-1182	44	27	such	such	ADJ
issue-1182	44	28	as	as	ADP
issue-1182	44	29	finance	finance	NOUN
issue-1182	44	30	,	,	PUNCT
issue-1182	44	31	housing	housing	NOUN
issue-1182	44	32	,	,	PUNCT
issue-1182	44	33	and	and	CCONJ
issue-1182	44	34	the	the	DET
issue-1182	44	35	library	library	NOUN
issue-1182	44	36	through	through	ADP
issue-1182	44	37	a	a	DET
issue-1182	44	38	process	process	NOUN
issue-1182	44	39	known	know	VERB
issue-1182	44	40	as	as	ADP
issue-1182	44	41	the	the	DET
issue-1182	44	42	se	se	PROPN
issue-1182	44	43	.	.	PUNCT
issue-1182	45	1	the	the	DET
issue-1182	45	2	se	se	PROPN
issue-1182	45	3	facilitates	facilitate	VERB
issue-1182	45	4	the	the	DET
issue-1182	45	5	exchange	exchange	NOUN
issue-1182	45	6	process	process	NOUN
issue-1182	45	7	between	between	ADP
issue-1182	45	8	an	an	DET
issue-1182	45	9	organisation	organisation	NOUN
issue-1182	45	10	and	and	CCONJ
issue-1182	45	11	the	the	DET
issue-1182	45	12	customer	customer	NOUN
issue-1182	45	13	.	.	PUNCT
issue-1182	46	1	thus	thus	ADV
issue-1182	46	2	,	,	PUNCT
issue-1182	46	3	the	the	DET
issue-1182	46	4	benefits	benefit	NOUN
issue-1182	46	5	received	receive	VERB
issue-1182	46	6	by	by	ADP
issue-1182	46	7	a	a	DET
issue-1182	46	8	party	party	NOUN
issue-1182	46	9	to	to	ADP
issue-1182	46	10	a	a	DET
issue-1182	46	11	transaction	transaction	NOUN
issue-1182	46	12	during	during	ADP
issue-1182	46	13	the	the	DET
issue-1182	46	14	process	process	NOUN
issue-1182	46	15	of	of	ADP
issue-1182	46	16	exchanges	exchange	NOUN
issue-1182	46	17	are	be	AUX
issue-1182	46	18	contingent	contingent	ADJ
issue-1182	46	19	on	on	ADP
issue-1182	46	20	the	the	DET
issue-1182	46	21	benefits	benefit	NOUN
issue-1182	46	22	that	that	PRON
issue-1182	46	23	the	the	DET
issue-1182	46	24	other	other	ADJ
issue-1182	46	25	party	party	NOUN
issue-1182	46	26	receives	receive	VERB
issue-1182	46	27	.	.	PUNCT
issue-1182	47	1	for	for	ADP
issue-1182	47	2	instance	instance	NOUN
issue-1182	47	3	,	,	PUNCT
issue-1182	47	4	when	when	SCONJ
issue-1182	47	5	resolving	resolve	VERB
issue-1182	47	6	customer	customer	NOUN
issue-1182	47	7	complaints	complaint	NOUN
issue-1182	47	8	,	,	PUNCT
issue-1182	47	9	the	the	DET
issue-1182	47	10	firm	firm	NOUN
issue-1182	47	11	will	will	AUX
issue-1182	47	12	only	only	ADV
issue-1182	47	13	address	address	VERB
issue-1182	47	14	the	the	DET
issue-1182	47	15	complaint	complaint	NOUN
issue-1182	47	16	if	if	SCONJ
issue-1182	47	17	the	the	DET
issue-1182	47	18	customer	customer	NOUN
issue-1182	47	19	will	will	AUX
issue-1182	47	20	continue	continue	VERB
issue-1182	47	21	with	with	ADP
issue-1182	47	22	the	the	DET
issue-1182	47	23	relationship	relationship	NOUN
issue-1182	47	24	as	as	ADP
issue-1182	47	25	a	a	DET
issue-1182	47	26	result	result	NOUN
issue-1182	47	27	of	of	ADP
issue-1182	47	28	the	the	DET
issue-1182	47	29	complaint	complaint	NOUN
issue-1182	47	30	being	be	AUX
issue-1182	47	31	resolved	resolve	VERB
issue-1182	47	32	.	.	PUNCT
issue-1182	48	1	simply	simply	ADV
issue-1182	48	2	put	put	VERB
issue-1182	48	3	,	,	PUNCT
issue-1182	48	4	both	both	DET
issue-1182	48	5	parties	party	NOUN
issue-1182	48	6	exchange	exchange	VERB
issue-1182	48	7	value	value	NOUN
issue-1182	48	8	if	if	SCONJ
issue-1182	48	9	the	the	DET
issue-1182	48	10	mutual	mutual	ADJ
issue-1182	48	11	benefits	benefit	NOUN
issue-1182	48	12	derived	derive	VERB
issue-1182	48	13	from	from	ADP
issue-1182	48	14	the	the	DET
issue-1182	48	15	transaction	transaction	NOUN
issue-1182	48	16	are	be	AUX
issue-1182	48	17	adequate	adequate	ADJ
issue-1182	48	18	(	(	PUNCT
issue-1182	48	19	boshoff	boshoff	NOUN
issue-1182	48	20	,	,	PUNCT
issue-1182	48	21	2017	2017	NUM
issue-1182	48	22	)	)	PUNCT
issue-1182	48	23	.	.	PUNCT
issue-1182	49	1	the	the	DET
issue-1182	49	2	se	se	PROPN
issue-1182	49	3	is	be	AUX
issue-1182	49	4	very	very	ADV
issue-1182	49	5	important	important	ADJ
issue-1182	49	6	for	for	ADP
issue-1182	49	7	service	service	NOUN
issue-1182	49	8	providers	provider	NOUN
issue-1182	49	9	and	and	CCONJ
issue-1182	49	10	is	be	AUX
issue-1182	49	11	also	also	ADV
issue-1182	49	12	an	an	DET
issue-1182	49	13	opportunity	opportunity	NOUN
issue-1182	49	14	for	for	SCONJ
issue-1182	49	15	higher	high	ADJ
issue-1182	49	16	education	education	NOUN
issue-1182	49	17	institutions	institution	NOUN
issue-1182	49	18	to	to	PART
issue-1182	49	19	exceed	exceed	VERB
issue-1182	49	20	the	the	DET
issue-1182	49	21	expectation	expectation	NOUN
issue-1182	49	22	of	of	ADP
issue-1182	49	23	students	student	NOUN
issue-1182	49	24	.	.	PUNCT
issue-1182	50	1	however	however	ADV
issue-1182	50	2	,	,	PUNCT
issue-1182	50	3	employees	employee	NOUN
issue-1182	50	4	’	’	PART
issue-1182	50	5	negative	negative	ADJ
issue-1182	50	6	attitude	attitude	NOUN
issue-1182	50	7	,	,	PUNCT
issue-1182	50	8	coupled	couple	VERB
issue-1182	50	9	with	with	ADP
issue-1182	50	10	poor	poor	ADJ
issue-1182	50	11	service	service	NOUN
issue-1182	50	12	performance	performance	NOUN
issue-1182	50	13	,	,	PUNCT
issue-1182	50	14	gives	give	VERB
issue-1182	50	15	students	student	NOUN
issue-1182	50	16	a	a	DET
issue-1182	50	17	bad	bad	ADJ
issue-1182	50	18	impression	impression	NOUN
issue-1182	50	19	of	of	ADP
issue-1182	50	20	the	the	DET
issue-1182	50	21	service	service	NOUN
issue-1182	50	22	provider	provider	NOUN
issue-1182	50	23	and	and	CCONJ
issue-1182	50	24	they	they	PRON
issue-1182	50	25	tend	tend	VERB
issue-1182	50	26	to	to	PART
issue-1182	50	27	believe	believe	VERB
issue-1182	50	28	that	that	SCONJ
issue-1182	50	29	the	the	DET
issue-1182	50	30	service	service	NOUN
issue-1182	50	31	experience	experience	NOUN
issue-1182	50	32	has	have	AUX
issue-1182	50	33	been	be	AUX
issue-1182	50	34	unreasonable	unreasonable	ADJ
issue-1182	50	35	.	.	PUNCT
issue-1182	51	1	such	such	ADJ
issue-1182	51	2	negative	negative	ADJ
issue-1182	51	3	attitudes	attitude	NOUN
issue-1182	51	4	include	include	VERB
issue-1182	51	5	ignoring	ignore	VERB
issue-1182	51	6	students	student	NOUN
issue-1182	51	7	and	and	CCONJ
issue-1182	51	8	interacting	interact	VERB
issue-1182	51	9	impersonally	impersonally	ADV
issue-1182	51	10	(	(	PUNCT
issue-1182	51	11	fukawa	fukawa	PROPN
issue-1182	51	12	&	&	CCONJ
issue-1182	51	13	erevelles	erevelle	NOUN
issue-1182	51	14	,	,	PUNCT
issue-1182	51	15	2014	2014	NUM
issue-1182	51	16	)	)	PUNCT
issue-1182	51	17	.	.	PUNCT
issue-1182	52	1	therefore	therefore	ADV
issue-1182	52	2	,	,	PUNCT
issue-1182	52	3	the	the	DET
issue-1182	52	4	ability	ability	NOUN
issue-1182	52	5	of	of	ADP
issue-1182	52	6	institutional	institutional	ADJ
issue-1182	52	7	employees	employee	NOUN
issue-1182	52	8	to	to	PART
issue-1182	52	9	read	read	VERB
issue-1182	52	10	students	student	NOUN
issue-1182	52	11	behaviour	behaviour	NOUN
issue-1182	52	12	expressed	express	VERB
issue-1182	52	13	emotions	emotion	NOUN
issue-1182	52	14	and	and	CCONJ
issue-1182	52	15	facial	facial	ADJ
issue-1182	52	16	expressions	expression	NOUN
issue-1182	52	17	will	will	AUX
issue-1182	52	18	enable	enable	VERB
issue-1182	52	19	them	they	PRON
issue-1182	52	20	to	to	PART
issue-1182	52	21	read	read	VERB
issue-1182	52	22	students	student	NOUN
issue-1182	52	23	’	'	PUNCT
issue-1182	52	24	silent	silent	ADJ
issue-1182	52	25	feedback	feedback	NOUN
issue-1182	52	26	.	.	PUNCT
issue-1182	53	1	this	this	PRON
issue-1182	53	2	will	will	AUX
issue-1182	53	3	enable	enable	VERB
issue-1182	53	4	the	the	DET
issue-1182	53	5	institution	institution	NOUN
issue-1182	53	6	’s	’s	PART
issue-1182	53	7	employees	employee	NOUN
issue-1182	53	8	to	to	PART
issue-1182	53	9	correct	correct	VERB
issue-1182	53	10	service	service	NOUN
issue-1182	53	11	failures	failure	NOUN
issue-1182	53	12	in	in	ADP
issue-1182	53	13	real	real	ADJ
issue-1182	53	14	-	-	PUNCT
issue-1182	53	15	time	time	NOUN
issue-1182	53	16	even	even	ADV
issue-1182	53	17	in	in	ADP
issue-1182	53	18	the	the	DET
issue-1182	53	19	absence	absence	NOUN
issue-1182	53	20	of	of	ADP
issue-1182	53	21	the	the	DET
issue-1182	53	22	student	student	NOUN
issue-1182	53	23	explaining	explain	VERB
issue-1182	53	24	his	his	PRON
issue-1182	53	25	or	or	CCONJ
issue-1182	53	26	her	her	PRON
issue-1182	53	27	dissatisfaction	dissatisfaction	NOUN
issue-1182	53	28	with	with	ADP
issue-1182	53	29	the	the	DET
issue-1182	53	30	se	se	PROPN
issue-1182	53	31	(	(	PUNCT
issue-1182	53	32	mattila	mattila	PROPN
issue-1182	53	33	&	&	CCONJ
issue-1182	53	34	enz	enz	PROPN
issue-1182	53	35	,	,	PUNCT
issue-1182	53	36	2002	2002	NUM
issue-1182	53	37	)	)	PUNCT
issue-1182	53	38	.	.	PUNCT
issue-1182	54	1	ultimately	ultimately	ADV
issue-1182	54	2	,	,	PUNCT
issue-1182	54	3	students	student	NOUN
issue-1182	54	4	expect	expect	VERB
issue-1182	54	5	value	value	NOUN
issue-1182	54	6	for	for	ADP
issue-1182	54	7	their	their	PRON
issue-1182	54	8	money	money	NOUN
issue-1182	54	9	.	.	PUNCT
issue-1182	55	1	thus	thus	ADV
issue-1182	55	2	,	,	PUNCT
issue-1182	55	3	higher	high	ADJ
issue-1182	55	4	education	education	NOUN
issue-1182	55	5	institutions	institution	NOUN
issue-1182	55	6	have	have	VERB
issue-1182	55	7	a	a	DET
issue-1182	55	8	challenge	challenge	NOUN
issue-1182	55	9	or	or	CCONJ
issue-1182	55	10	an	an	DET
issue-1182	55	11	obligation	obligation	NOUN
issue-1182	55	12	to	to	PART
issue-1182	55	13	improve	improve	VERB
issue-1182	55	14	their	their	PRON
issue-1182	55	15	services	service	NOUN
issue-1182	55	16	,	,	PUNCT
issue-1182	55	17	facilities	facility	NOUN
issue-1182	55	18	and	and	CCONJ
issue-1182	55	19	also	also	ADV
issue-1182	55	20	to	to	PART
issue-1182	55	21	be	be	AUX
issue-1182	55	22	pro	pro	ADJ
issue-1182	55	23	-	-	ADJ
issue-1182	55	24	active	active	ADJ
issue-1182	55	25	in	in	ADP
issue-1182	55	26	responding	respond	VERB
issue-1182	55	27	to	to	ADP
issue-1182	55	28	students	student	NOUN
issue-1182	55	29	’	'	PUNCT
issue-1182	55	30	complaints	complaint	NOUN
issue-1182	55	31	.	.	PUNCT
issue-1182	56	1	failure	failure	NOUN
issue-1182	56	2	to	to	PART
issue-1182	56	3	meet	meet	VERB
issue-1182	56	4	students	student	NOUN
issue-1182	56	5	’	'	PUNCT
issue-1182	56	6	needs	need	NOUN
issue-1182	56	7	and	and	CCONJ
issue-1182	56	8	expectations	expectation	NOUN
issue-1182	56	9	may	may	AUX
issue-1182	56	10	lead	lead	VERB
issue-1182	56	11	to	to	ADP
issue-1182	56	12	dissatisfaction	dissatisfaction	NOUN
issue-1182	56	13	and	and	CCONJ
issue-1182	56	14	,	,	PUNCT
issue-1182	56	15	subsequently	subsequently	ADV
issue-1182	56	16	,	,	PUNCT
issue-1182	56	17	the	the	DET
issue-1182	56	18	service	service	NOUN
issue-1182	56	19	will	will	AUX
issue-1182	56	20	be	be	AUX
issue-1182	56	21	deemed	deem	VERB
issue-1182	56	22	to	to	PART
issue-1182	56	23	have	have	AUX
issue-1182	56	24	failed	fail	VERB
issue-1182	56	25	(	(	PUNCT
issue-1182	56	26	fosu	fosu	PROPN
issue-1182	56	27	&	&	CCONJ
issue-1182	56	28	owusu	owusu	PROPN
issue-1182	56	29	,	,	PUNCT
issue-1182	56	30	2015	2015	NUM
issue-1182	56	31	)	)	PUNCT
issue-1182	56	32	.	.	PUNCT
issue-1182	57	1	the	the	DET
issue-1182	57	2	higher	high	ADJ
issue-1182	57	3	education	education	NOUN
issue-1182	57	4	environment	environment	NOUN
issue-1182	57	5	is	be	AUX
issue-1182	57	6	volatile	volatile	ADJ
issue-1182	57	7	and	and	CCONJ
issue-1182	57	8	susceptible	susceptible	ADJ
issue-1182	57	9	to	to	ADP
issue-1182	57	10	change	change	VERB
issue-1182	57	11	in	in	ADP
issue-1182	57	12	the	the	DET
issue-1182	57	13	blink	blink	NOUN
issue-1182	57	14	of	of	ADP
issue-1182	57	15	an	an	DET
issue-1182	57	16	eye	eye	NOUN
issue-1182	57	17	such	such	ADJ
issue-1182	57	18	that	that	SCONJ
issue-1182	57	19	the	the	DET
issue-1182	57	20	onus	onus	NOUN
issue-1182	57	21	is	be	AUX
issue-1182	57	22	on	on	ADP
issue-1182	57	23	the	the	DET
issue-1182	57	24	service	service	NOUN
issue-1182	57	25	provider	provider	NOUN
issue-1182	57	26	to	to	PART
issue-1182	57	27	deliver	deliver	VERB
issue-1182	57	28	a	a	DET
issue-1182	57	29	se	se	X
issue-1182	57	30	experience	experience	NOUN
issue-1182	57	31	of	of	ADP
issue-1182	57	32	high	high	ADJ
issue-1182	57	33	quality	quality	NOUN
issue-1182	57	34	to	to	PART
issue-1182	57	35	win	win	VERB
issue-1182	57	36	the	the	DET
issue-1182	57	37	allegiance	allegiance	NOUN
issue-1182	57	38	of	of	ADP
issue-1182	57	39	timepressed	timepressed	ADJ
issue-1182	57	40	students	student	NOUN
issue-1182	57	41	.	.	PUNCT
issue-1182	58	1	the	the	DET
issue-1182	58	2	understanding	understanding	NOUN
issue-1182	58	3	of	of	ADP
issue-1182	58	4	ses	se	NOUN
issue-1182	58	5	is	be	AUX
issue-1182	58	6	crucial	crucial	ADJ
issue-1182	58	7	for	for	SCONJ
issue-1182	58	8	institutions	institution	NOUN
issue-1182	58	9	to	to	PART
issue-1182	58	10	be	be	AUX
issue-1182	58	11	able	able	ADJ
issue-1182	58	12	to	to	PART
issue-1182	58	13	re	re	VERB
issue-1182	58	14	-	-	VERB
issue-1182	58	15	engineer	engineer	ADJ
issue-1182	58	16	business	business	NOUN
issue-1182	58	17	and	and	CCONJ
issue-1182	58	18	service	service	NOUN
issue-1182	58	19	processes	process	NOUN
issue-1182	58	20	.	.	PUNCT
issue-1182	59	1	the	the	DET
issue-1182	59	2	absence	absence	NOUN
issue-1182	59	3	of	of	ADP
issue-1182	59	4	effective	effective	ADJ
issue-1182	59	5	tools	tool	NOUN
issue-1182	59	6	to	to	PART
issue-1182	59	7	monitor	monitor	VERB
issue-1182	59	8	and	and	CCONJ
issue-1182	59	9	capture	capture	VERB
issue-1182	59	10	students	student	NOUN
issue-1182	59	11	’	'	PUNCT
issue-1182	59	12	behaviour	behaviour	NOUN
issue-1182	59	13	throughout	throughout	ADP
issue-1182	59	14	the	the	DET
issue-1182	59	15	service	service	NOUN
issue-1182	59	16	lifespan	lifespan	NOUN
issue-1182	59	17	is	be	AUX
issue-1182	59	18	a	a	DET
issue-1182	59	19	major	major	ADJ
issue-1182	59	20	setback	setback	NOUN
issue-1182	59	21	to	to	ADP
issue-1182	59	22	institutions	institution	NOUN
issue-1182	59	23	in	in	ADP
issue-1182	59	24	their	their	PRON
issue-1182	59	25	quest	quest	NOUN
issue-1182	59	26	to	to	ADP
issue-1182	59	27	gaining	gain	VERB
issue-1182	59	28	insight	insight	NOUN
issue-1182	59	29	or	or	CCONJ
issue-1182	59	30	information	information	NOUN
issue-1182	59	31	about	about	ADP
issue-1182	59	32	ses	ses	PROPN
issue-1182	59	33	.	.	PUNCT
issue-1182	60	1	the	the	DET
issue-1182	60	2	advent	advent	NOUN
issue-1182	60	3	of	of	ADP
issue-1182	60	4	technology	technology	NOUN
issue-1182	60	5	has	have	AUX
issue-1182	60	6	provided	provide	VERB
issue-1182	60	7	a	a	DET
issue-1182	60	8	platform	platform	NOUN
issue-1182	60	9	for	for	SCONJ
issue-1182	60	10	institutions	institution	NOUN
issue-1182	60	11	to	to	PART
issue-1182	60	12	start	start	VERB
issue-1182	60	13	tracking	track	VERB
issue-1182	60	14	ses	se	NOUN
issue-1182	60	15	’	'	PUNCT
issue-1182	60	16	performance	performance	NOUN
issue-1182	60	17	.	.	PUNCT
issue-1182	61	1	therefore	therefore	ADV
issue-1182	61	2	,	,	PUNCT
issue-1182	61	3	institutions	institution	NOUN
issue-1182	61	4	must	must	AUX
issue-1182	61	5	embrace	embrace	VERB
issue-1182	61	6	technology	technology	NOUN
issue-1182	61	7	in	in	ADP
issue-1182	61	8	their	their	PRON
issue-1182	61	9	operations	operation	NOUN
issue-1182	61	10	so	so	SCONJ
issue-1182	61	11	that	that	SCONJ
issue-1182	61	12	social	social	ADJ
issue-1182	61	13	and	and	CCONJ
issue-1182	61	14	transactional	transactional	ADJ
issue-1182	61	15	interactions	interaction	NOUN
issue-1182	61	16	can	can	AUX
issue-1182	61	17	be	be	AUX
issue-1182	61	18	monitored	monitor	VERB
issue-1182	61	19	(	(	PUNCT
issue-1182	61	20	qiu	qiu	PROPN
issue-1182	61	21	,	,	PUNCT
issue-1182	61	22	2013	2013	NUM
issue-1182	61	23	)	)	PUNCT
issue-1182	61	24	.	.	PUNCT
issue-1182	62	1	previous	previous	ADJ
issue-1182	62	2	research	research	NOUN
issue-1182	62	3	avers	aver	VERB
issue-1182	62	4	that	that	SCONJ
issue-1182	62	5	the	the	DET
issue-1182	62	6	se	se	PROPN
issue-1182	62	7	that	that	PRON
issue-1182	62	8	is	be	AUX
issue-1182	62	9	definitive	definitive	ADJ
issue-1182	62	10	and	and	CCONJ
issue-1182	62	11	heart	heart	NOUN
issue-1182	62	12	-	-	PUNCT
issue-1182	62	13	felt	feel	VERB
issue-1182	62	14	is	be	AUX
issue-1182	62	15	outstanding	outstanding	ADJ
issue-1182	62	16	than	than	ADP
issue-1182	62	17	a	a	DET
issue-1182	62	18	“	"	PUNCT
issue-1182	62	19	hi	hi	INTJ
issue-1182	62	20	and	and	CCONJ
issue-1182	62	21	bye	bye	INTJ
issue-1182	62	22	”	"	PUNCT
issue-1182	62	23	interaction	interaction	NOUN
issue-1182	62	24	,	,	PUNCT
issue-1182	62	25	especially	especially	ADV
issue-1182	62	26	as	as	ADP
issue-1182	62	27	the	the	DET
issue-1182	62	28	basis	basis	NOUN
issue-1182	62	29	for	for	ADP
issue-1182	62	30	a	a	DET
issue-1182	62	31	sustainable	sustainable	ADJ
issue-1182	62	32	relationship	relationship	NOUN
issue-1182	62	33	.	.	PUNCT
issue-1182	63	1	thus	thus	ADV
issue-1182	63	2	,	,	PUNCT
issue-1182	63	3	relationships	relationship	NOUN
issue-1182	63	4	should	should	AUX
issue-1182	63	5	be	be	AUX
issue-1182	63	6	created	create	VERB
issue-1182	63	7	naturally	naturally	ADV
issue-1182	63	8	by	by	ADP
issue-1182	63	9	service	service	NOUN
issue-1182	63	10	employees	employee	NOUN
issue-1182	63	11	who	who	PRON
issue-1182	63	12	are	be	AUX
issue-1182	63	13	driven	drive	VERB
issue-1182	63	14	by	by	ADP
issue-1182	63	15	a	a	DET
issue-1182	63	16	meaningful	meaningful	ADJ
issue-1182	63	17	purpose	purpose	NOUN
issue-1182	63	18	and	and	CCONJ
issue-1182	63	19	are	be	AUX
issue-1182	63	20	passionate	passionate	ADJ
issue-1182	63	21	about	about	ADP
issue-1182	63	22	the	the	DET
issue-1182	63	23	work	work	NOUN
issue-1182	63	24	they	they	PRON
issue-1182	63	25	do	do	VERB
issue-1182	63	26	.	.	PUNCT
issue-1182	64	1	in	in	ADP
issue-1182	64	2	service	service	NOUN
issue-1182	64	3	systems	system	NOUN
issue-1182	64	4	where	where	SCONJ
issue-1182	64	5	human	human	ADJ
issue-1182	64	6	interventions	intervention	NOUN
issue-1182	64	7	are	be	AUX
issue-1182	64	8	key	key	ADJ
issue-1182	64	9	,	,	PUNCT
issue-1182	64	10	students	student	NOUN
issue-1182	64	11	feel	feel	VERB
issue-1182	64	12	valued	value	VERB
issue-1182	64	13	to	to	PART
issue-1182	64	14	be	be	AUX
issue-1182	64	15	assisted	assist	VERB
issue-1182	64	16	by	by	ADP
issue-1182	64	17	such	such	ADJ
issue-1182	64	18	employees	employee	NOUN
issue-1182	64	19	(	(	PUNCT
issue-1182	64	20	bolton	bolton	PROPN
issue-1182	64	21	,	,	PUNCT
issue-1182	64	22	gustafsson	gustafsson	PROPN
issue-1182	64	23	,	,	PUNCT
issue-1182	64	24	mccoll	mccoll	PROPN
issue-1182	64	25	-	-	PUNCT
issue-1182	64	26	kennedy	kennedy	PROPN
issue-1182	64	27	,	,	PUNCT
issue-1182	64	28	sirianni	sirianni	PROPN
issue-1182	64	29	&	&	CCONJ
issue-1182	64	30	tse	tse	PROPN
issue-1182	64	31	,	,	PUNCT
issue-1182	64	32	2014	2014	NUM
issue-1182	64	33	)	)	PUNCT
issue-1182	64	34	.	.	PUNCT
issue-1182	65	1	the	the	DET
issue-1182	65	2	behaviour	behaviour	NOUN
issue-1182	65	3	of	of	ADP
issue-1182	65	4	lecturers	lecturer	NOUN
issue-1182	65	5	is	be	AUX
issue-1182	65	6	critical	critical	ADJ
issue-1182	65	7	for	for	ADP
issue-1182	65	8	effective	effective	ADJ
issue-1182	65	9	interaction	interaction	NOUN
issue-1182	65	10	and	and	CCONJ
issue-1182	65	11	service	service	NOUN
issue-1182	65	12	delivery	delivery	NOUN
issue-1182	65	13	during	during	ADP
issue-1182	65	14	the	the	DET
issue-1182	65	15	se	se	PROPN
issue-1182	65	16	.	.	PUNCT
issue-1182	66	1	they	they	PRON
issue-1182	66	2	are	be	AUX
issue-1182	66	3	the	the	DET
issue-1182	66	4	ambassadors	ambassador	NOUN
issue-1182	66	5	of	of	ADP
issue-1182	66	6	the	the	DET
issue-1182	66	7	institution	institution	NOUN
issue-1182	66	8	.	.	PUNCT
issue-1182	67	1	as	as	ADP
issue-1182	67	2	such	such	ADJ
issue-1182	67	3	,	,	PUNCT
issue-1182	67	4	their	their	PRON
issue-1182	67	5	appearance	appearance	NOUN
issue-1182	67	6	,	,	PUNCT
issue-1182	67	7	demeanour	demeanour	ADJ
issue-1182	67	8	,	,	PUNCT
issue-1182	67	9	body	body	NOUN
issue-1182	67	10	language	language	NOUN
issue-1182	67	11	,	,	PUNCT
issue-1182	67	12	facial	facial	ADJ
issue-1182	67	13	expression	expression	NOUN
issue-1182	67	14	,	,	PUNCT
issue-1182	67	15	language	language	NOUN
issue-1182	67	16	,	,	PUNCT
issue-1182	67	17	and	and	CCONJ
issue-1182	67	18	tone	tone	NOUN
issue-1182	67	19	have	have	VERB
issue-1182	67	20	a	a	DET
issue-1182	67	21	great	great	ADJ
issue-1182	67	22	influence	influence	NOUN
issue-1182	67	23	on	on	ADP
issue-1182	67	24	the	the	DET
issue-1182	67	25	student	student	NOUN
issue-1182	67	26	service	service	NOUN
issue-1182	67	27	experience	experience	NOUN
issue-1182	67	28	and	and	CCONJ
issue-1182	67	29	evaluation	evaluation	NOUN
issue-1182	67	30	.	.	PUNCT
issue-1182	68	1	even	even	ADV
issue-1182	68	2	with	with	ADP
issue-1182	68	3	the	the	DET
issue-1182	68	4	best	good	ADJ
issue-1182	68	5	lecturers	lecturer	NOUN
issue-1182	68	6	,	,	PUNCT
issue-1182	68	7	the	the	DET
issue-1182	68	8	se	se	PROPN
issue-1182	68	9	can	can	AUX
issue-1182	68	10	be	be	AUX
issue-1182	68	11	unpleasant	unpleasant	ADJ
issue-1182	68	12	if	if	SCONJ
issue-1182	68	13	etiquette	etiquette	NOUN
issue-1182	68	14	is	be	AUX
issue-1182	68	15	not	not	PART
issue-1182	68	16	valued	value	VERB
issue-1182	68	17	and	and	CCONJ
issue-1182	68	18	followed	follow	VERB
issue-1182	68	19	(	(	PUNCT
issue-1182	68	20	cockerell	cockerell	ADJ
issue-1182	68	21	,	,	PUNCT
issue-1182	68	22	2013	2013	NUM
issue-1182	68	23	)	)	PUNCT
issue-1182	68	24	.	.	PUNCT
issue-1182	69	1	one	one	NUM
issue-1182	69	2	of	of	ADP
issue-1182	69	3	the	the	DET
issue-1182	69	4	most	most	ADV
issue-1182	69	5	important	important	ADJ
issue-1182	69	6	aspects	aspect	NOUN
issue-1182	69	7	of	of	ADP
issue-1182	69	8	higher	high	ADJ
issue-1182	69	9	education	education	NOUN
issue-1182	69	10	is	be	AUX
issue-1182	69	11	student	student	NOUN
issue-1182	69	12	engagement	engagement	NOUN
issue-1182	69	13	in	in	ADP
issue-1182	69	14	their	their	PRON
issue-1182	69	15	studies	study	NOUN
issue-1182	69	16	and	and	CCONJ
issue-1182	69	17	university	university	NOUN
issue-1182	69	18	life	life	NOUN
issue-1182	69	19	in	in	ADP
issue-1182	69	20	general	general	ADJ
issue-1182	69	21	which	which	PRON
issue-1182	69	22	is	be	AUX
issue-1182	69	23	crucial	crucial	ADJ
issue-1182	69	24	to	to	ADP
issue-1182	69	25	attracting	attract	VERB
issue-1182	69	26	students	student	NOUN
issue-1182	69	27	and	and	CCONJ
issue-1182	69	28	maximising	maximise	VERB
issue-1182	69	29	their	their	PRON
issue-1182	69	30	success	success	NOUN
issue-1182	69	31	.	.	PUNCT
issue-1182	70	1	universities	university	NOUN
issue-1182	70	2	need	need	VERB
issue-1182	70	3	to	to	PART
issue-1182	70	4	position	position	VERB
issue-1182	70	5	themselves	themselves	PRON
issue-1182	70	6	as	as	ADP
issue-1182	70	7	offering	offer	VERB
issue-1182	70	8	quality	quality	NOUN
issue-1182	70	9	and	and	CCONJ
issue-1182	70	10	different	different	ADJ
issue-1182	70	11	services	service	NOUN
issue-1182	70	12	that	that	PRON
issue-1182	70	13	meet	meet	VERB
issue-1182	70	14	student	student	NOUN
issue-1182	70	15	expectations	expectation	NOUN
issue-1182	70	16	(	(	PUNCT
issue-1182	70	17	o’connor	o’connor	ADV
issue-1182	70	18	&	&	CCONJ
issue-1182	70	19	moodie	moodie	PROPN
issue-1182	70	20	,	,	PUNCT
issue-1182	70	21	2007	2007	NUM
issue-1182	70	22	)	)	PUNCT
issue-1182	70	23	.	.	PUNCT
issue-1182	71	1	however	however	ADV
issue-1182	71	2	,	,	PUNCT
issue-1182	71	3	the	the	DET
issue-1182	71	4	challenge	challenge	NOUN
issue-1182	71	5	is	be	AUX
issue-1182	71	6	that	that	SCONJ
issue-1182	71	7	some	some	DET
issue-1182	71	8	higher	high	ADJ
issue-1182	71	9	education	education	NOUN
issue-1182	71	10	institutions	institution	NOUN
issue-1182	71	11	tend	tend	VERB
issue-1182	71	12	to	to	PART
issue-1182	71	13	oversell	oversell	VERB
issue-1182	71	14	their	their	PRON
issue-1182	71	15	potential	potential	ADJ
issue-1182	71	16	and	and	CCONJ
issue-1182	71	17	academic	academic	ADJ
issue-1182	71	18	readiness	readiness	NOUN
issue-1182	71	19	by	by	ADP
issue-1182	71	20	boasting	boast	VERB
issue-1182	71	21	that	that	SCONJ
issue-1182	71	22	they	they	PRON
issue-1182	71	23	have	have	VERB
issue-1182	71	24	state	state	NOUN
issue-1182	71	25	-	-	PUNCT
issue-1182	71	26	of	of	ADP
issue-1182	71	27	-	-	PUNCT
issue-1182	71	28	the	the	DET
issue-1182	71	29	-	-	PUNCT
issue-1182	71	30	art	art	NOUN
issue-1182	71	31	learning	learn	VERB
issue-1182	71	32	facilities	facility	NOUN
issue-1182	71	33	,	,	PUNCT
issue-1182	71	34	technology	technology	NOUN
issue-1182	71	35	,	,	PUNCT
issue-1182	71	36	laboratories	laboratory	NOUN
issue-1182	71	37	and	and	CCONJ
issue-1182	71	38	other	other	ADJ
issue-1182	71	39	supporting	support	VERB
issue-1182	71	40	infrastructure	infrastructure	NOUN
issue-1182	71	41	.	.	PUNCT
issue-1182	72	1	therefore	therefore	ADV
issue-1182	72	2	,	,	PUNCT
issue-1182	72	3	this	this	DET
issue-1182	72	4	rhetoric	rhetoric	NOUN
issue-1182	72	5	and	and	CCONJ
issue-1182	72	6	misrepresentation	misrepresentation	NOUN
issue-1182	72	7	of	of	ADP
issue-1182	72	8	their	their	PRON
issue-1182	72	9	actual	actual	ADJ
issue-1182	72	10	capacity	capacity	NOUN
issue-1182	72	11	help	help	VERB
issue-1182	72	12	students	student	NOUN
issue-1182	72	13	to	to	PART
issue-1182	72	14	build	build	VERB
issue-1182	72	15	fuzzy	fuzzy	ADJ
issue-1182	72	16	expectations	expectation	NOUN
issue-1182	72	17	.	.	PUNCT
issue-1182	73	1	another	another	DET
issue-1182	73	2	observation	observation	NOUN
issue-1182	73	3	is	be	AUX
issue-1182	73	4	that	that	SCONJ
issue-1182	73	5	sometimes	sometimes	ADV
issue-1182	73	6	students	student	NOUN
issue-1182	73	7	receive	receive	VERB
issue-1182	73	8	a	a	DET
issue-1182	73	9	service	service	NOUN
issue-1182	73	10	that	that	PRON
issue-1182	73	11	is	be	AUX
issue-1182	73	12	hugely	hugely	ADV
issue-1182	73	13	compromised	compromise	VERB
issue-1182	73	14	because	because	SCONJ
issue-1182	73	15	university	university	NOUN
issue-1182	73	16	lecturers	lecturer	NOUN
issue-1182	73	17	assume	assume	VERB
issue-1182	73	18	multiple	multiple	ADJ
issue-1182	73	19	roles	role	NOUN
issue-1182	73	20	such	such	ADJ
issue-1182	73	21	as	as	ADP
issue-1182	73	22	stand	stand	NOUN
issue-1182	73	23	-	-	PUNCT
issue-1182	73	24	up	up	ADP
issue-1182	73	25	lecturing	lecturing	NOUN
issue-1182	73	26	,	,	PUNCT
issue-1182	73	27	curriculum	curriculum	NOUN
issue-1182	73	28	development	development	NOUN
issue-1182	73	29	,	,	PUNCT
issue-1182	73	30	mentoring	mentoring	NOUN
issue-1182	73	31	,	,	PUNCT
issue-1182	73	32	project	project	NOUN
issue-1182	73	33	supervision	supervision	NOUN
issue-1182	73	34	,	,	PUNCT
issue-1182	73	35	and	and	CCONJ
issue-1182	73	36	other	other	ADJ
issue-1182	73	37	administrative	administrative	ADJ
issue-1182	73	38	responsibilities	responsibility	NOUN
issue-1182	73	39	.	.	PUNCT
issue-1182	74	1	as	as	ADP
issue-1182	74	2	such	such	ADJ
issue-1182	74	3	,	,	PUNCT
issue-1182	74	4	the	the	DET
issue-1182	74	5	level	level	NOUN
issue-1182	74	6	of	of	ADP
issue-1182	74	7	service	service	NOUN
issue-1182	74	8	quality	quality	NOUN
issue-1182	74	9	delivered	deliver	VERB
issue-1182	74	10	may	may	AUX
issue-1182	74	11	become	become	VERB
issue-1182	74	12	less	less	ADV
issue-1182	74	13	desirable	desirable	ADJ
issue-1182	74	14	and	and	CCONJ
issue-1182	74	15	standardised	standardised	ADJ
issue-1182	74	16	(	(	PUNCT
issue-1182	74	17	yeo	yeo	PROPN
issue-1182	74	18	,	,	PUNCT
issue-1182	74	19	2008	2008	NUM
issue-1182	74	20	)	)	PUNCT
issue-1182	74	21	.	.	PUNCT
issue-1182	75	1	baltic	baltic	PROPN
issue-1182	75	2	journal	journal	PROPN
issue-1182	75	3	of	of	ADP
issue-1182	75	4	economic	economic	ADJ
issue-1182	75	5	studies	study	NOUN
issue-1182	75	6	22	22	NUM
issue-1182	75	7	vol	vol	NOUN
issue-1182	75	8	.	.	PUNCT
issue-1182	76	1	7	7	NUM
issue-1182	76	2	,	,	PUNCT
issue-1182	76	3	no	no	INTJ
issue-1182	76	4	.	.	NOUN
issue-1182	76	5	3	3	NUM
issue-1182	76	6	,	,	PUNCT
issue-1182	76	7	2021	2021	NUM
issue-1182	76	8	service	service	NOUN
issue-1182	76	9	failure	failure	NOUN
issue-1182	76	10	during	during	ADP
issue-1182	76	11	encounters	encounter	NOUN
issue-1182	76	12	is	be	AUX
issue-1182	76	13	unavoidable	unavoidable	ADJ
issue-1182	76	14	despite	despite	SCONJ
issue-1182	76	15	efforts	effort	NOUN
issue-1182	76	16	to	to	PART
issue-1182	76	17	offer	offer	VERB
issue-1182	76	18	a	a	DET
issue-1182	76	19	zero	zero	NUM
issue-1182	76	20	defects	defect	NOUN
issue-1182	76	21	service	service	NOUN
issue-1182	76	22	.	.	PUNCT
issue-1182	77	1	employees	employee	NOUN
issue-1182	77	2	may	may	AUX
issue-1182	77	3	be	be	AUX
issue-1182	77	4	rude	rude	ADJ
issue-1182	77	5	to	to	ADP
issue-1182	77	6	students	student	NOUN
issue-1182	77	7	,	,	PUNCT
issue-1182	77	8	lecturers	lecturer	NOUN
issue-1182	77	9	may	may	AUX
issue-1182	77	10	not	not	PART
issue-1182	77	11	show	show	VERB
issue-1182	77	12	up	up	ADP
issue-1182	77	13	for	for	ADP
issue-1182	77	14	the	the	DET
issue-1182	77	15	scheduled	schedule	VERB
issue-1182	77	16	class	class	NOUN
issue-1182	77	17	,	,	PUNCT
issue-1182	77	18	the	the	DET
issue-1182	77	19	classroom	classroom	NOUN
issue-1182	77	20	environment	environment	NOUN
issue-1182	77	21	may	may	AUX
issue-1182	77	22	be	be	AUX
issue-1182	77	23	dirty	dirty	ADJ
issue-1182	77	24	and	and	CCONJ
issue-1182	77	25	congested	congested	ADJ
issue-1182	77	26	.	.	PUNCT
issue-1182	78	1	students	student	NOUN
issue-1182	78	2	experience	experience	VERB
issue-1182	78	3	an	an	DET
issue-1182	78	4	unpleasant	unpleasant	ADJ
issue-1182	78	5	se	se	NOUN
issue-1182	78	6	because	because	SCONJ
issue-1182	78	7	the	the	DET
issue-1182	78	8	service	service	NOUN
issue-1182	78	9	has	have	AUX
issue-1182	78	10	not	not	PART
issue-1182	78	11	been	be	AUX
issue-1182	78	12	delivered	deliver	VERB
issue-1182	78	13	as	as	SCONJ
issue-1182	78	14	expected	expect	VERB
issue-1182	78	15	or	or	CCONJ
issue-1182	78	16	planned	plan	VERB
issue-1182	78	17	(	(	PUNCT
issue-1182	78	18	ennew	ennew	PROPN
issue-1182	78	19	&	&	CCONJ
issue-1182	78	20	schoefer	schoefer	ADJ
issue-1182	78	21	,	,	PUNCT
issue-1182	78	22	2003	2003	NUM
issue-1182	78	23	)	)	PUNCT
issue-1182	78	24	.	.	PUNCT
issue-1182	79	1	similarly	similarly	ADV
issue-1182	79	2	,	,	PUNCT
issue-1182	79	3	when	when	SCONJ
issue-1182	79	4	faculty	faculty	NOUN
issue-1182	79	5	members	member	NOUN
issue-1182	79	6	exhibit	exhibit	VERB
issue-1182	79	7	inappropriate	inappropriate	ADJ
issue-1182	79	8	behaviour	behaviour	NOUN
issue-1182	79	9	and	and	CCONJ
issue-1182	79	10	attitude	attitude	NOUN
issue-1182	79	11	towards	towards	ADP
issue-1182	79	12	students	student	NOUN
issue-1182	79	13	,	,	PUNCT
issue-1182	79	14	their	their	PRON
issue-1182	79	15	reaction	reaction	NOUN
issue-1182	79	16	may	may	AUX
issue-1182	79	17	be	be	AUX
issue-1182	79	18	negative	negative	ADJ
issue-1182	79	19	because	because	SCONJ
issue-1182	79	20	,	,	PUNCT
issue-1182	79	21	naturally	naturally	ADV
issue-1182	79	22	,	,	PUNCT
issue-1182	79	23	students	student	NOUN
issue-1182	79	24	expect	expect	VERB
issue-1182	79	25	the	the	DET
issue-1182	79	26	behaviour	behaviour	NOUN
issue-1182	79	27	of	of	ADP
issue-1182	79	28	faculty	faculty	NOUN
issue-1182	79	29	members	member	NOUN
issue-1182	79	30	to	to	PART
issue-1182	79	31	be	be	AUX
issue-1182	79	32	above	above	ADP
issue-1182	79	33	the	the	DET
issue-1182	79	34	board	board	NOUN
issue-1182	79	35	.	.	PUNCT
issue-1182	80	1	also	also	ADV
issue-1182	80	2	,	,	PUNCT
issue-1182	80	3	the	the	DET
issue-1182	80	4	personal	personal	ADJ
issue-1182	80	5	opinions	opinion	NOUN
issue-1182	80	6	and	and	CCONJ
issue-1182	80	7	biases	bias	NOUN
issue-1182	80	8	of	of	ADP
issue-1182	80	9	faculty	faculty	NOUN
issue-1182	80	10	members	member	NOUN
issue-1182	80	11	may	may	AUX
issue-1182	80	12	have	have	VERB
issue-1182	80	13	a	a	DET
issue-1182	80	14	negative	negative	ADJ
issue-1182	80	15	impact	impact	NOUN
issue-1182	80	16	on	on	ADP
issue-1182	80	17	the	the	DET
issue-1182	80	18	learning	learning	NOUN
issue-1182	80	19	experience	experience	NOUN
issue-1182	80	20	and	and	CCONJ
issue-1182	80	21	,	,	PUNCT
issue-1182	80	22	consequently	consequently	ADV
issue-1182	80	23	,	,	PUNCT
issue-1182	80	24	students	student	NOUN
issue-1182	80	25	may	may	AUX
issue-1182	80	26	be	be	AUX
issue-1182	80	27	helpless	helpless	ADJ
issue-1182	80	28	in	in	ADP
issue-1182	80	29	dealing	deal	VERB
issue-1182	80	30	with	with	ADP
issue-1182	80	31	the	the	DET
issue-1182	80	32	situation	situation	NOUN
issue-1182	80	33	(	(	PUNCT
issue-1182	80	34	hoffman	hoffman	PROPN
issue-1182	80	35	&	&	CCONJ
issue-1182	80	36	lee	lee	PROPN
issue-1182	80	37	,	,	PUNCT
issue-1182	80	38	2015	2015	NUM
issue-1182	80	39	)	)	PUNCT
issue-1182	80	40	.	.	PUNCT
issue-1182	81	1	lloyd	lloyd	PROPN
issue-1182	81	2	and	and	CCONJ
issue-1182	81	3	luk	luk	PROPN
issue-1182	81	4	(	(	PUNCT
issue-1182	81	5	2011	2011	NUM
issue-1182	81	6	)	)	PUNCT
issue-1182	81	7	have	have	AUX
issue-1182	81	8	noted	note	VERB
issue-1182	81	9	that	that	SCONJ
issue-1182	81	10	while	while	SCONJ
issue-1182	81	11	it	it	PRON
issue-1182	81	12	is	be	AUX
issue-1182	81	13	important	important	ADJ
issue-1182	81	14	to	to	PART
issue-1182	81	15	get	get	VERB
issue-1182	81	16	a	a	DET
issue-1182	81	17	good	good	ADJ
issue-1182	81	18	outcome	outcome	NOUN
issue-1182	81	19	during	during	ADP
issue-1182	81	20	the	the	DET
issue-1182	81	21	se	se	PROPN
issue-1182	81	22	,	,	PUNCT
issue-1182	81	23	employees	employee	NOUN
issue-1182	81	24	of	of	ADP
issue-1182	81	25	higher	high	ADJ
issue-1182	81	26	education	education	NOUN
issue-1182	81	27	institutions	institution	NOUN
issue-1182	81	28	such	such	ADJ
issue-1182	81	29	as	as	ADP
issue-1182	81	30	lecturers	lecturer	NOUN
issue-1182	81	31	need	need	VERB
issue-1182	81	32	to	to	PART
issue-1182	81	33	pay	pay	VERB
issue-1182	81	34	attention	attention	NOUN
issue-1182	81	35	to	to	ADP
issue-1182	81	36	small	small	ADJ
issue-1182	81	37	things	thing	NOUN
issue-1182	81	38	like	like	ADP
issue-1182	81	39	gestures	gesture	NOUN
issue-1182	81	40	and	and	CCONJ
issue-1182	81	41	other	other	ADJ
issue-1182	81	42	behaviour	behaviour	NOUN
issue-1182	81	43	cues	cue	NOUN
issue-1182	81	44	.	.	PUNCT
issue-1182	82	1	thus	thus	ADV
issue-1182	82	2	,	,	PUNCT
issue-1182	82	3	students	student	NOUN
issue-1182	82	4	form	form	VERB
issue-1182	82	5	perceptions	perception	NOUN
issue-1182	82	6	regarding	regard	VERB
issue-1182	82	7	the	the	DET
issue-1182	82	8	se	se	PROPN
issue-1182	82	9	not	not	PART
issue-1182	82	10	only	only	ADV
issue-1182	82	11	from	from	ADP
issue-1182	82	12	the	the	DET
issue-1182	82	13	outcome	outcome	NOUN
issue-1182	82	14	of	of	ADP
issue-1182	82	15	the	the	DET
issue-1182	82	16	service	service	NOUN
issue-1182	82	17	but	but	CCONJ
issue-1182	82	18	also	also	ADV
issue-1182	82	19	from	from	ADP
issue-1182	82	20	the	the	DET
issue-1182	82	21	interaction	interaction	NOUN
issue-1182	82	22	(	(	PUNCT
issue-1182	82	23	process	process	NOUN
issue-1182	82	24	)	)	PUNCT
issue-1182	82	25	such	such	ADJ
issue-1182	82	26	that	that	SCONJ
issue-1182	82	27	it	it	PRON
issue-1182	82	28	is	be	AUX
issue-1182	82	29	important	important	ADJ
issue-1182	82	30	to	to	PART
issue-1182	82	31	emphasize	emphasize	VERB
issue-1182	82	32	to	to	ADP
issue-1182	82	33	the	the	DET
issue-1182	82	34	institutional	institutional	ADJ
issue-1182	82	35	employees	employee	NOUN
issue-1182	82	36	the	the	DET
issue-1182	82	37	need	need	NOUN
issue-1182	82	38	to	to	PART
issue-1182	82	39	ensure	ensure	VERB
issue-1182	82	40	quality	quality	NOUN
issue-1182	82	41	during	during	ADP
issue-1182	82	42	the	the	DET
issue-1182	82	43	interaction	interaction	NOUN
issue-1182	82	44	as	as	SCONJ
issue-1182	82	45	that	that	PRON
issue-1182	82	46	forms	form	VERB
issue-1182	82	47	the	the	DET
issue-1182	82	48	basis	basis	NOUN
issue-1182	82	49	for	for	ADP
issue-1182	82	50	assessing	assess	VERB
issue-1182	82	51	service	service	NOUN
issue-1182	82	52	quality	quality	NOUN
issue-1182	82	53	and	and	CCONJ
issue-1182	82	54	the	the	DET
issue-1182	82	55	se	se	PROPN
issue-1182	82	56	.	.	PUNCT
issue-1182	83	1	this	this	DET
issue-1182	83	2	study	study	NOUN
issue-1182	83	3	performed	perform	VERB
issue-1182	83	4	a	a	DET
issue-1182	83	5	systematic	systematic	ADJ
issue-1182	83	6	literature	literature	NOUN
issue-1182	83	7	review	review	NOUN
issue-1182	83	8	of	of	ADP
issue-1182	83	9	the	the	DET
issue-1182	83	10	se	se	X
issue-1182	83	11	using	use	VERB
issue-1182	83	12	sources	source	NOUN
issue-1182	83	13	from	from	ADP
issue-1182	83	14	1984	1984	NUM
issue-1182	83	15	to	to	ADP
issue-1182	83	16	2018	2018	NUM
issue-1182	83	17	.	.	PUNCT
issue-1182	84	1	specifically	specifically	ADV
issue-1182	84	2	,	,	PUNCT
issue-1182	84	3	the	the	DET
issue-1182	84	4	meaning	meaning	NOUN
issue-1182	84	5	of	of	ADP
issue-1182	84	6	the	the	DET
issue-1182	84	7	se	se	X
issue-1182	84	8	,	,	PUNCT
issue-1182	84	9	the	the	DET
issue-1182	84	10	dimensions	dimension	NOUN
issue-1182	84	11	,	,	PUNCT
issue-1182	84	12	the	the	DET
issue-1182	84	13	types	type	NOUN
issue-1182	84	14	of	of	ADP
issue-1182	84	15	the	the	DET
issue-1182	84	16	se	se	PROPN
issue-1182	84	17	and	and	CCONJ
issue-1182	84	18	the	the	DET
issue-1182	84	19	methods	method	NOUN
issue-1182	84	20	of	of	ADP
issue-1182	84	21	evaluation	evaluation	NOUN
issue-1182	84	22	.	.	PUNCT
issue-1182	85	1	2	2	X
issue-1182	85	2	.	.	X
issue-1182	85	3	methodology	methodology	NOUN
issue-1182	85	4	and	and	CCONJ
issue-1182	85	5	design	design	VERB
issue-1182	85	6	this	this	DET
issue-1182	85	7	paper	paper	NOUN
issue-1182	85	8	adopted	adopt	VERB
issue-1182	85	9	a	a	DET
issue-1182	85	10	non	non	ADJ
issue-1182	85	11	-	-	ADJ
issue-1182	85	12	empirical	empirical	ADJ
issue-1182	85	13	approach	approach	NOUN
issue-1182	85	14	to	to	PART
issue-1182	85	15	collect	collect	VERB
issue-1182	85	16	information	information	NOUN
issue-1182	85	17	from	from	ADP
issue-1182	85	18	different	different	ADJ
issue-1182	85	19	sources	source	NOUN
issue-1182	85	20	.	.	PUNCT
issue-1182	86	1	an	an	DET
issue-1182	86	2	extensive	extensive	ADJ
issue-1182	86	3	search	search	NOUN
issue-1182	86	4	and	and	CCONJ
issue-1182	86	5	review	review	NOUN
issue-1182	86	6	of	of	ADP
issue-1182	86	7	the	the	DET
issue-1182	86	8	literature	literature	NOUN
issue-1182	86	9	were	be	AUX
issue-1182	86	10	conducted	conduct	VERB
issue-1182	86	11	from	from	ADP
issue-1182	86	12	different	different	ADJ
issue-1182	86	13	journal	journal	NOUN
issue-1182	86	14	articles	article	NOUN
issue-1182	86	15	,	,	PUNCT
issue-1182	86	16	books	book	NOUN
issue-1182	86	17	,	,	PUNCT
issue-1182	86	18	conference	conference	NOUN
issue-1182	86	19	proceedings	proceeding	NOUN
issue-1182	86	20	and	and	CCONJ
issue-1182	86	21	websites	website	NOUN
issue-1182	86	22	.	.	PUNCT
issue-1182	87	1	a	a	DET
issue-1182	87	2	plethora	plethora	NOUN
issue-1182	87	3	of	of	ADP
issue-1182	87	4	studies	study	NOUN
issue-1182	87	5	on	on	ADP
issue-1182	87	6	the	the	DET
issue-1182	87	7	se	se	PROPN
issue-1182	87	8	were	be	AUX
issue-1182	87	9	reviewed	review	VERB
issue-1182	87	10	from	from	ADP
issue-1182	87	11	a	a	DET
issue-1182	87	12	total	total	NOUN
issue-1182	87	13	of	of	ADP
issue-1182	87	14	73	73	NUM
issue-1182	87	15	sources	source	NOUN
issue-1182	87	16	but	but	CCONJ
issue-1182	87	17	only	only	ADV
issue-1182	87	18	50	50	NUM
issue-1182	87	19	sources	source	NOUN
issue-1182	87	20	were	be	AUX
issue-1182	87	21	cited	cite	VERB
issue-1182	87	22	in	in	ADP
issue-1182	87	23	this	this	DET
issue-1182	87	24	study	study	NOUN
issue-1182	87	25	.	.	PUNCT
issue-1182	88	1	from	from	ADP
issue-1182	88	2	the	the	DET
issue-1182	88	3	information	information	NOUN
issue-1182	88	4	collected	collect	VERB
issue-1182	88	5	,	,	PUNCT
issue-1182	88	6	and	and	CCONJ
issue-1182	88	7	reviewed	review	VERB
issue-1182	88	8	,	,	PUNCT
issue-1182	88	9	various	various	ADJ
issue-1182	88	10	se	se	PROPN
issue-1182	88	11	models	model	NOUN
issue-1182	88	12	have	have	AUX
issue-1182	88	13	been	be	AUX
issue-1182	88	14	discussed	discuss	VERB
issue-1182	88	15	to	to	PART
issue-1182	88	16	ground	ground	VERB
issue-1182	88	17	the	the	DET
issue-1182	88	18	discussion	discussion	NOUN
issue-1182	88	19	and	and	CCONJ
issue-1182	88	20	lay	lie	VERB
issue-1182	88	21	a	a	DET
issue-1182	88	22	solid	solid	ADJ
issue-1182	88	23	foundation	foundation	NOUN
issue-1182	88	24	of	of	ADP
issue-1182	88	25	the	the	DET
issue-1182	88	26	concept	concept	NOUN
issue-1182	88	27	.	.	PUNCT
issue-1182	89	1	furthermore	furthermore	ADV
issue-1182	89	2	,	,	PUNCT
issue-1182	89	3	a	a	DET
issue-1182	89	4	lecturerstudent	lecturerstudent	NOUN
issue-1182	89	5	se	se	PROPN
issue-1182	89	6	framework	framework	NOUN
issue-1182	89	7	has	have	AUX
issue-1182	89	8	been	be	AUX
issue-1182	89	9	developed	develop	VERB
issue-1182	89	10	to	to	PART
issue-1182	89	11	provide	provide	VERB
issue-1182	89	12	a	a	DET
issue-1182	89	13	picture	picture	NOUN
issue-1182	89	14	and	and	CCONJ
issue-1182	89	15	an	an	DET
issue-1182	89	16	understanding	understanding	NOUN
issue-1182	89	17	of	of	ADP
issue-1182	89	18	a	a	DET
issue-1182	89	19	basic	basic	ADJ
issue-1182	89	20	classroom	classroom	NOUN
issue-1182	89	21	se	se	NOUN
issue-1182	89	22	evaluation	evaluation	NOUN
issue-1182	89	23	experience	experience	NOUN
issue-1182	89	24	in	in	ADP
issue-1182	89	25	institutions	institution	NOUN
issue-1182	89	26	of	of	ADP
issue-1182	89	27	higher	high	ADJ
issue-1182	89	28	learning	learning	NOUN
issue-1182	89	29	.	.	PUNCT
issue-1182	90	1	simply	simply	ADV
issue-1182	90	2	put	put	VERB
issue-1182	90	3	,	,	PUNCT
issue-1182	90	4	this	this	DET
issue-1182	90	5	study	study	NOUN
issue-1182	90	6	sought	seek	VERB
issue-1182	90	7	to	to	PART
issue-1182	90	8	provide	provide	VERB
issue-1182	90	9	a	a	DET
issue-1182	90	10	theoretical	theoretical	ADJ
issue-1182	90	11	perspective	perspective	NOUN
issue-1182	90	12	of	of	ADP
issue-1182	90	13	the	the	DET
issue-1182	90	14	se	se	PROPN
issue-1182	90	15	in	in	ADP
issue-1182	90	16	higher	high	ADJ
issue-1182	90	17	education	education	NOUN
issue-1182	90	18	institutions	institution	NOUN
issue-1182	90	19	and	and	CCONJ
issue-1182	90	20	how	how	SCONJ
issue-1182	90	21	it	it	PRON
issue-1182	90	22	is	be	AUX
issue-1182	90	23	evaluated	evaluate	VERB
issue-1182	90	24	.	.	PUNCT
issue-1182	91	1	2.1	2.1	NUM
issue-1182	91	2	research	research	NOUN
issue-1182	91	3	questions	question	NOUN
issue-1182	91	4	a	a	DET
issue-1182	91	5	systematic	systematic	ADJ
issue-1182	91	6	literature	literature	NOUN
issue-1182	91	7	review	review	NOUN
issue-1182	91	8	was	be	AUX
issue-1182	91	9	conducted	conduct	VERB
issue-1182	91	10	to	to	ADP
issue-1182	91	11	addressing	address	VERB
issue-1182	91	12	the	the	DET
issue-1182	91	13	following	following	ADJ
issue-1182	91	14	issues	issue	NOUN
issue-1182	91	15	:	:	PUNCT
issue-1182	91	16	(	(	PUNCT
issue-1182	91	17	1	1	X
issue-1182	91	18	)	)	PUNCT
issue-1182	91	19	the	the	DET
issue-1182	91	20	definition	definition	NOUN
issue-1182	91	21	of	of	ADP
issue-1182	91	22	the	the	DET
issue-1182	91	23	service	service	NOUN
issue-1182	91	24	encounter	encounter	NOUN
issue-1182	91	25	;	;	PUNCT
issue-1182	91	26	(	(	PUNCT
issue-1182	91	27	2	2	X
issue-1182	91	28	)	)	PUNCT
issue-1182	91	29	the	the	DET
issue-1182	91	30	dimensions	dimension	NOUN
issue-1182	91	31	of	of	ADP
issue-1182	91	32	the	the	DET
issue-1182	91	33	service	service	NOUN
issue-1182	91	34	encounter	encounter	NOUN
issue-1182	91	35	;	;	PUNCT
issue-1182	91	36	(	(	PUNCT
issue-1182	91	37	3	3	X
issue-1182	91	38	)	)	PUNCT
issue-1182	91	39	the	the	DET
issue-1182	91	40	types	type	NOUN
issue-1182	91	41	of	of	ADP
issue-1182	91	42	service	service	NOUN
issue-1182	91	43	encounter	encounter	NOUN
issue-1182	91	44	;	;	PUNCT
issue-1182	91	45	(	(	PUNCT
issue-1182	91	46	4	4	X
issue-1182	91	47	)	)	PUNCT
issue-1182	91	48	methods	method	NOUN
issue-1182	91	49	of	of	ADP
issue-1182	91	50	evaluating	evaluate	VERB
issue-1182	91	51	service	service	NOUN
issue-1182	91	52	encounter	encounter	NOUN
issue-1182	91	53	in	in	ADP
issue-1182	91	54	higher	high	ADJ
issue-1182	91	55	education	education	NOUN
issue-1182	91	56	institutions	institution	NOUN
issue-1182	91	57	.	.	PUNCT
issue-1182	92	1	therefore	therefore	ADV
issue-1182	92	2	,	,	PUNCT
issue-1182	92	3	table	table	NOUN
issue-1182	92	4	1	1	NUM
issue-1182	92	5	illustrates	illustrate	VERB
issue-1182	92	6	the	the	DET
issue-1182	92	7	research	research	NOUN
issue-1182	92	8	questions	question	NOUN
issue-1182	92	9	underpinning	underpin	VERB
issue-1182	92	10	this	this	DET
issue-1182	92	11	study	study	NOUN
issue-1182	92	12	.	.	PUNCT
issue-1182	93	1	table	table	NOUN
issue-1182	93	2	1	1	NUM
issue-1182	93	3	research	research	NOUN
issue-1182	93	4	questions	question	NOUN
issue-1182	93	5	underpinning	underpin	VERB
issue-1182	93	6	this	this	DET
issue-1182	93	7	study	study	NOUN
issue-1182	93	8	i	i	PROPN
issue-1182	93	9	d	d	PROPN
issue-1182	93	10	research	research	NOUN
issue-1182	93	11	questions	question	NOUN
issue-1182	93	12	rq1	rq1	VERB
issue-1182	93	13	what	what	PRON
issue-1182	93	14	is	be	AUX
issue-1182	93	15	the	the	DET
issue-1182	93	16	service	service	NOUN
issue-1182	93	17	encounter	encounter	NOUN
issue-1182	93	18	rq2	rq2	NOUN
issue-1182	94	1	what	what	PRON
issue-1182	94	2	are	be	AUX
issue-1182	94	3	the	the	DET
issue-1182	94	4	dimensions	dimension	NOUN
issue-1182	94	5	of	of	ADP
issue-1182	94	6	the	the	DET
issue-1182	94	7	service	service	NOUN
issue-1182	94	8	encounter	encounter	NOUN
issue-1182	94	9	rq3	rq3	VERB
issue-1182	94	10	what	what	PRON
issue-1182	94	11	are	be	AUX
issue-1182	94	12	the	the	DET
issue-1182	94	13	types	type	NOUN
issue-1182	94	14	of	of	ADP
issue-1182	94	15	service	service	NOUN
issue-1182	94	16	encounter	encounter	NOUN
issue-1182	94	17	rq4	rq4	INTJ
issue-1182	95	1	what	what	PRON
issue-1182	95	2	are	be	AUX
issue-1182	95	3	the	the	DET
issue-1182	95	4	methods	method	NOUN
issue-1182	95	5	used	use	VERB
issue-1182	95	6	to	to	PART
issue-1182	95	7	evaluate	evaluate	VERB
issue-1182	95	8	the	the	DET
issue-1182	95	9	service	service	NOUN
issue-1182	95	10	encounter	encounter	NOUN
issue-1182	95	11	in	in	ADP
issue-1182	95	12	higher	high	ADJ
issue-1182	95	13	education	education	NOUN
issue-1182	95	14	institutions	institution	NOUN
issue-1182	95	15	3	3	NUM
issue-1182	95	16	.	.	NOUN
issue-1182	95	17	results	result	NOUN
issue-1182	95	18	and	and	CCONJ
issue-1182	95	19	discussion	discussion	NOUN
issue-1182	95	20	3.1	3.1	NUM
issue-1182	95	21	data	datum	NOUN
issue-1182	95	22	sources	source	NOUN
issue-1182	95	23	in	in	ADP
issue-1182	95	24	terms	term	NOUN
issue-1182	95	25	of	of	ADP
issue-1182	95	26	the	the	DET
issue-1182	95	27	classification	classification	NOUN
issue-1182	95	28	of	of	ADP
issue-1182	95	29	the	the	DET
issue-1182	95	30	sources	source	NOUN
issue-1182	95	31	cited	cite	VERB
issue-1182	95	32	in	in	ADP
issue-1182	95	33	this	this	DET
issue-1182	95	34	study	study	NOUN
issue-1182	95	35	,	,	PUNCT
issue-1182	95	36	out	out	ADP
issue-1182	95	37	of	of	ADP
issue-1182	95	38	50	50	NUM
issue-1182	95	39	articles	article	NOUN
issue-1182	95	40	,	,	PUNCT
issue-1182	95	41	40	40	NUM
issue-1182	95	42	articles	article	NOUN
issue-1182	95	43	cited	cite	VERB
issue-1182	95	44	were	be	AUX
issue-1182	95	45	journals	journal	NOUN
issue-1182	95	46	articles	article	NOUN
issue-1182	95	47	representing	represent	VERB
issue-1182	95	48	80	80	NUM
issue-1182	95	49	%	%	NOUN
issue-1182	95	50	percentage	percentage	NOUN
issue-1182	95	51	of	of	ADP
issue-1182	95	52	the	the	DET
issue-1182	95	53	sources	source	NOUN
issue-1182	95	54	followed	follow	VERB
issue-1182	95	55	by	by	ADP
issue-1182	95	56	7	7	NUM
issue-1182	95	57	books	book	NOUN
issue-1182	95	58	representing	represent	VERB
issue-1182	95	59	14	14	NUM
issue-1182	95	60	%	%	NOUN
issue-1182	95	61	,	,	PUNCT
issue-1182	95	62	2	2	NUM
issue-1182	95	63	articles	article	NOUN
issue-1182	95	64	were	be	AUX
issue-1182	95	65	cited	cite	VERB
issue-1182	95	66	from	from	ADP
issue-1182	95	67	the	the	DET
issue-1182	95	68	internet	internet	NOUN
issue-1182	95	69	representing	represent	VERB
issue-1182	95	70	4	4	NUM
issue-1182	95	71	%	%	NOUN
issue-1182	95	72	and	and	CCONJ
issue-1182	95	73	1	1	NUM
issue-1182	95	74	article	article	NOUN
issue-1182	95	75	from	from	ADP
issue-1182	95	76	conference	conference	NOUN
issue-1182	95	77	proceedings	proceeding	NOUN
issue-1182	95	78	representing	represent	VERB
issue-1182	95	79	2	2	NUM
issue-1182	95	80	%	%	NOUN
issue-1182	95	81	of	of	ADP
issue-1182	95	82	the	the	DET
issue-1182	95	83	sources	source	NOUN
issue-1182	95	84	cited	cite	VERB
issue-1182	95	85	as	as	SCONJ
issue-1182	95	86	shown	show	VERB
issue-1182	95	87	in	in	ADP
issue-1182	95	88	figure	figure	NOUN
issue-1182	95	89	1	1	NUM
issue-1182	95	90	.	.	PUNCT
issue-1182	96	1	figure	figure	NOUN
issue-1182	96	2	1	1	NUM
issue-1182	96	3	shows	show	VERB
issue-1182	96	4	the	the	DET
issue-1182	96	5	number	number	NOUN
issue-1182	96	6	of	of	ADP
issue-1182	96	7	articles	article	NOUN
issue-1182	96	8	cited	cite	VERB
issue-1182	96	9	per	per	ADP
issue-1182	96	10	source	source	NOUN
issue-1182	96	11	(	(	PUNCT
issue-1182	96	12	journals	journal	NOUN
issue-1182	96	13	,	,	PUNCT
issue-1182	96	14	books	book	NOUN
issue-1182	96	15	,	,	PUNCT
issue-1182	96	16	internet	internet	NOUN
issue-1182	96	17	and	and	CCONJ
issue-1182	96	18	conference	conference	NOUN
issue-1182	96	19	proceedings	proceeding	NOUN
issue-1182	96	20	)	)	PUNCT
issue-1182	96	21	.	.	PUNCT
issue-1182	97	1	the	the	DET
issue-1182	97	2	information	information	NOUN
issue-1182	97	3	used	use	VERB
issue-1182	97	4	in	in	ADP
issue-1182	97	5	this	this	DET
issue-1182	97	6	study	study	NOUN
issue-1182	97	7	was	be	AUX
issue-1182	97	8	also	also	ADV
issue-1182	97	9	grouped	group	VERB
issue-1182	97	10	or	or	CCONJ
issue-1182	97	11	categorised	categorise	VERB
issue-1182	97	12	based	base	VERB
issue-1182	97	13	on	on	ADP
issue-1182	97	14	the	the	DET
issue-1182	97	15	year	year	NOUN
issue-1182	97	16	of	of	ADP
issue-1182	97	17	publication	publication	NOUN
issue-1182	97	18	as	as	SCONJ
issue-1182	97	19	illustrated	illustrate	VERB
issue-1182	97	20	in	in	ADP
issue-1182	97	21	figure	figure	NOUN
issue-1182	97	22	2	2	NUM
issue-1182	97	23	.	.	PUNCT
issue-1182	98	1	thus	thus	ADV
issue-1182	98	2	,	,	PUNCT
issue-1182	98	3	5	5	NUM
issue-1182	98	4	articles	article	NOUN
issue-1182	98	5	were	be	AUX
issue-1182	98	6	published	publish	VERB
issue-1182	98	7	in	in	ADP
issue-1182	98	8	2017	2017	NUM
issue-1182	98	9	followed	follow	VERB
issue-1182	98	10	by	by	ADP
issue-1182	98	11	4	4	NUM
issue-1182	98	12	articles	article	NOUN
issue-1182	98	13	published	publish	VERB
issue-1182	98	14	in	in	ADP
issue-1182	98	15	2015	2015	NUM
issue-1182	98	16	and	and	CCONJ
issue-1182	98	17	2012	2012	NUM
issue-1182	98	18	,	,	PUNCT
issue-1182	98	19	3	3	NUM
issue-1182	98	20	articles	article	NOUN
issue-1182	98	21	published	publish	VERB
issue-1182	98	22	in	in	ADP
issue-1182	98	23	2014	2014	NUM
issue-1182	98	24	,	,	PUNCT
issue-1182	98	25	2013	2013	NUM
issue-1182	98	26	,	,	PUNCT
issue-1182	98	27	2008	2008	NUM
issue-1182	98	28	and	and	CCONJ
issue-1182	98	29	2006	2006	NUM
issue-1182	98	30	,	,	PUNCT
issue-1182	98	31	2	2	NUM
issue-1182	98	32	articles	article	NOUN
issue-1182	98	33	per	per	ADP
issue-1182	98	34	the	the	DET
issue-1182	98	35	year	year	NOUN
issue-1182	98	36	of	of	ADP
issue-1182	98	37	publication	publication	NOUN
issue-1182	98	38	(	(	PUNCT
issue-1182	98	39	2018	2018	NUM
issue-1182	98	40	,	,	PUNCT
issue-1182	98	41	2016	2016	NUM
issue-1182	98	42	,	,	PUNCT
issue-1182	98	43	2011	2011	NUM
issue-1182	98	44	,	,	PUNCT
issue-1182	98	45	2005	2005	NUM
issue-1182	98	46	,	,	PUNCT
issue-1182	98	47	2003	2003	NUM
issue-1182	98	48	,	,	PUNCT
issue-1182	98	49	2000	2000	NUM
issue-1182	98	50	,	,	PUNCT
issue-1182	98	51	1996	1996	NUM
issue-1182	98	52	)	)	PUNCT
issue-1182	98	53	respectively	respectively	ADV
issue-1182	98	54	were	be	AUX
issue-1182	98	55	used	use	VERB
issue-1182	98	56	in	in	ADP
issue-1182	98	57	this	this	DET
issue-1182	98	58	study	study	NOUN
issue-1182	98	59	.	.	PUNCT
issue-1182	99	1	only	only	ADV
issue-1182	99	2	1	1	NUM
issue-1182	99	3	article	article	NOUN
issue-1182	99	4	per	per	ADP
issue-1182	99	5	the	the	DET
issue-1182	99	6	year	year	NOUN
issue-1182	99	7	of	of	ADP
issue-1182	99	8	publication	publication	NOUN
issue-1182	99	9	(	(	PUNCT
issue-1182	99	10	2010	2010	NUM
issue-1182	99	11	,	,	PUNCT
issue-1182	99	12	2007	2007	NUM
issue-1182	99	13	,	,	PUNCT
issue-1182	99	14	2002	2002	NUM
issue-1182	99	15	,	,	PUNCT
issue-1182	99	16	1999	1999	NUM
issue-1182	99	17	,	,	PUNCT
issue-1182	99	18	1994	1994	NUM
issue-1182	99	19	,	,	PUNCT
issue-1182	99	20	1992	1992	NUM
issue-1182	99	21	,	,	PUNCT
issue-1182	99	22	1990	1990	NUM
issue-1182	99	23	,	,	PUNCT
issue-1182	99	24	1987	1987	NUM
issue-1182	99	25	,	,	PUNCT
issue-1182	99	26	1985	1985	NUM
issue-1182	99	27	and	and	CCONJ
issue-1182	99	28	1984	1984	NUM
issue-1182	99	29	)	)	PUNCT
issue-1182	99	30	was	be	AUX
issue-1182	99	31	cited	cite	VERB
issue-1182	99	32	in	in	ADP
issue-1182	99	33	this	this	DET
issue-1182	99	34	study	study	NOUN
issue-1182	99	35	as	as	SCONJ
issue-1182	99	36	shown	show	VERB
issue-1182	99	37	in	in	ADP
issue-1182	99	38	figure	figure	NOUN
issue-1182	99	39	2	2	NUM
issue-1182	99	40	.	.	PUNCT
issue-1182	100	1	the	the	DET
issue-1182	100	2	results	result	NOUN
issue-1182	100	3	further	far	ADV
issue-1182	100	4	show	show	VERB
issue-1182	100	5	that	that	SCONJ
issue-1182	100	6	there	there	PRON
issue-1182	100	7	is	be	VERB
issue-1182	100	8	an	an	DET
issue-1182	100	9	increase	increase	NOUN
issue-1182	100	10	in	in	ADP
issue-1182	100	11	the	the	DET
issue-1182	100	12	scientific	scientific	ADJ
issue-1182	100	13	interest	interest	NOUN
issue-1182	100	14	on	on	ADP
issue-1182	100	15	the	the	DET
issue-1182	100	16	se	se	PROPN
issue-1182	100	17	in	in	ADP
issue-1182	100	18	the	the	DET
issue-1182	100	19	latter	latter	ADJ
issue-1182	100	20	years	year	NOUN
issue-1182	100	21	since	since	SCONJ
issue-1182	100	22	the	the	DET
issue-1182	100	23	majority	majority	NOUN
issue-1182	100	24	of	of	ADP
issue-1182	100	25	sources	source	NOUN
issue-1182	100	26	used	use	VERB
issue-1182	100	27	were	be	AUX
issue-1182	100	28	from	from	ADP
issue-1182	100	29	recent	recent	ADJ
issue-1182	100	30	publications	publication	NOUN
issue-1182	100	31	.	.	PUNCT
issue-1182	101	1	figure	figure	NOUN
issue-1182	101	2	2	2	NUM
issue-1182	101	3	shows	show	VERB
issue-1182	101	4	the	the	DET
issue-1182	101	5	number	number	NOUN
issue-1182	101	6	of	of	ADP
issue-1182	101	7	articles	article	NOUN
issue-1182	101	8	published	publish	VERB
issue-1182	101	9	each	each	DET
issue-1182	101	10	year	year	NOUN
issue-1182	101	11	(	(	PUNCT
issue-1182	101	12	from	from	ADP
issue-1182	101	13	1984	1984	NUM
issue-1182	101	14	to	to	ADP
issue-1182	101	15	2018	2018	NUM
issue-1182	101	16	)	)	PUNCT
issue-1182	101	17	that	that	PRON
issue-1182	101	18	were	be	AUX
issue-1182	101	19	cited	cite	VERB
issue-1182	101	20	in	in	ADP
issue-1182	101	21	this	this	DET
issue-1182	101	22	study	study	NOUN
issue-1182	101	23	.	.	PUNCT
issue-1182	102	1	3.1	3.1	NUM
issue-1182	102	2	what	what	PRON
issue-1182	102	3	is	be	AUX
issue-1182	102	4	the	the	DET
issue-1182	102	5	service	service	NOUN
issue-1182	102	6	encounter	encounter	VERB
issue-1182	102	7	every	every	DET
issue-1182	102	8	component	component	NOUN
issue-1182	102	9	of	of	ADP
issue-1182	102	10	the	the	DET
issue-1182	102	11	service	service	NOUN
issue-1182	102	12	process	process	NOUN
issue-1182	102	13	where	where	SCONJ
issue-1182	102	14	students	student	NOUN
issue-1182	102	15	engage	engage	VERB
issue-1182	102	16	with	with	ADP
issue-1182	102	17	higher	high	ADJ
issue-1182	102	18	education	education	NOUN
issue-1182	102	19	institutions	institution	NOUN
issue-1182	102	20	presents	present	VERB
issue-1182	102	21	an	an	DET
issue-1182	102	22	opportunity	opportunity	NOUN
issue-1182	102	23	for	for	ADP
issue-1182	102	24	a	a	DET
issue-1182	102	25	service	service	NOUN
issue-1182	102	26	breakdown	breakdown	NOUN
issue-1182	102	27	.	.	PUNCT
issue-1182	103	1	while	while	SCONJ
issue-1182	103	2	the	the	DET
issue-1182	103	3	importance	importance	NOUN
issue-1182	103	4	of	of	ADP
issue-1182	103	5	processes	process	NOUN
issue-1182	103	6	may	may	AUX
issue-1182	103	7	be	be	AUX
issue-1182	103	8	undermined	undermine	VERB
issue-1182	103	9	,	,	PUNCT
issue-1182	103	10	others	other	NOUN
issue-1182	103	11	may	may	AUX
issue-1182	103	12	be	be	AUX
issue-1182	103	13	critical	critical	ADJ
issue-1182	103	14	for	for	ADP
issue-1182	103	15	a	a	DET
issue-1182	103	16	good	good	ADJ
issue-1182	103	17	student	student	NOUN
issue-1182	103	18	experience	experience	NOUN
issue-1182	103	19	(	(	PUNCT
issue-1182	103	20	palmer	palmer	NOUN
issue-1182	103	21	,	,	PUNCT
issue-1182	103	22	2011	2011	NUM
issue-1182	103	23	)	)	PUNCT
issue-1182	103	24	.	.	PUNCT
issue-1182	104	1	thus	thus	ADV
issue-1182	104	2	,	,	PUNCT
issue-1182	104	3	the	the	DET
issue-1182	104	4	se	se	PROPN
issue-1182	104	5	is	be	AUX
issue-1182	104	6	the	the	DET
issue-1182	104	7	meeting	meeting	NOUN
issue-1182	104	8	and	and	CCONJ
issue-1182	104	9	interaction	interaction	NOUN
issue-1182	104	10	between	between	ADP
issue-1182	104	11	a	a	DET
issue-1182	104	12	service	service	NOUN
issue-1182	104	13	provider	provider	NOUN
issue-1182	104	14	such	such	ADJ
issue-1182	104	15	as	as	ADP
issue-1182	104	16	a	a	DET
issue-1182	104	17	faculty	faculty	NOUN
issue-1182	104	18	manager	manager	NOUN
issue-1182	104	19	,	,	PUNCT
issue-1182	104	20	a	a	DET
issue-1182	104	21	lecturer	lecturer	NOUN
issue-1182	104	22	and	and	CCONJ
issue-1182	104	23	a	a	DET
issue-1182	104	24	student	student	NOUN
issue-1182	104	25	.	.	PUNCT
issue-1182	105	1	it	it	PRON
issue-1182	105	2	is	be	AUX
issue-1182	105	3	sometimes	sometimes	ADV
issue-1182	105	4	known	know	VERB
issue-1182	105	5	as	as	ADP
issue-1182	105	6	the	the	DET
issue-1182	105	7	‘	'	PUNCT
issue-1182	105	8	‘	'	PUNCT
issue-1182	105	9	moment	moment	NOUN
issue-1182	105	10	of	of	ADP
issue-1182	105	11	truth	truth	NOUN
issue-1182	105	12	’’	’'	PUNCT
issue-1182	105	13	solomon	solomon	PROPN
issue-1182	105	14	,	,	PUNCT
issue-1182	105	15	marshal	marshal	PROPN
issue-1182	105	16	&	&	CCONJ
issue-1182	105	17	stuart	stuart	PROPN
issue-1182	105	18	,	,	PUNCT
issue-1182	105	19	2012	2012	NUM
issue-1182	105	20	)	)	PUNCT
issue-1182	105	21	.	.	PUNCT
issue-1182	106	1	table	table	NOUN
issue-1182	106	2	2	2	NUM
issue-1182	106	3	shows	show	VERB
issue-1182	106	4	the	the	DET
issue-1182	106	5	results	result	NOUN
issue-1182	106	6	of	of	ADP
issue-1182	106	7	previous	previous	ADJ
issue-1182	106	8	studies	study	NOUN
issue-1182	106	9	on	on	ADP
issue-1182	106	10	the	the	DET
issue-1182	106	11	conceptualisation	conceptualisation	NOUN
issue-1182	106	12	of	of	ADP
issue-1182	106	13	the	the	DET
issue-1182	106	14	se	se	PROPN
issue-1182	106	15	based	base	VERB
issue-1182	106	16	on	on	ADP
issue-1182	106	17	different	different	ADJ
issue-1182	106	18	schools	school	NOUN
issue-1182	106	19	of	of	ADP
issue-1182	106	20	thoughts	thought	NOUN
issue-1182	106	21	by	by	ADP
issue-1182	106	22	eminent	eminent	ADJ
issue-1182	106	23	scholars	scholar	NOUN
issue-1182	106	24	.	.	PUNCT
issue-1182	107	1	3.1	3.1	NUM
issue-1182	107	2	what	what	PRON
issue-1182	107	3	are	be	AUX
issue-1182	107	4	the	the	DET
issue-1182	107	5	dimensions	dimension	NOUN
issue-1182	107	6	of	of	ADP
issue-1182	107	7	the	the	DET
issue-1182	107	8	service	service	NOUN
issue-1182	107	9	encounter	encounter	VERB
issue-1182	107	10	a	a	DET
issue-1182	107	11	plethora	plethora	NOUN
issue-1182	107	12	of	of	ADP
issue-1182	107	13	studies	study	NOUN
issue-1182	107	14	on	on	ADP
issue-1182	107	15	the	the	DET
issue-1182	107	16	se	se	PROPN
issue-1182	107	17	have	have	AUX
issue-1182	107	18	come	come	VERB
issue-1182	107	19	up	up	ADP
issue-1182	107	20	with	with	ADP
issue-1182	107	21	different	different	ADJ
issue-1182	107	22	dimensions	dimension	NOUN
issue-1182	107	23	.	.	PUNCT
issue-1182	108	1	for	for	ADP
issue-1182	108	2	instance	instance	NOUN
issue-1182	108	3	,	,	PUNCT
issue-1182	108	4	previous	previous	ADJ
issue-1182	108	5	research	research	NOUN
issue-1182	108	6	baltic	baltic	PROPN
issue-1182	108	7	journal	journal	PROPN
issue-1182	108	8	of	of	ADP
issue-1182	108	9	economic	economic	ADJ
issue-1182	108	10	studies	study	NOUN
issue-1182	108	11	23	23	NUM
issue-1182	108	12	vol	vol	NOUN
issue-1182	108	13	.	.	PROPN
issue-1182	108	14	7	7	NUM
issue-1182	109	1	no	no	NOUN
issue-1182	109	2	.	.	NOUN
issue-1182	110	1	3	3	NUM
issue-1182	110	2	,	,	PUNCT
issue-1182	110	3	2021	2021	NUM
issue-1182	110	4	suggests	suggest	VERB
issue-1182	110	5	that	that	SCONJ
issue-1182	110	6	the	the	DET
issue-1182	110	7	three	three	NUM
issue-1182	110	8	dimensions	dimension	NOUN
issue-1182	110	9	of	of	ADP
issue-1182	110	10	the	the	DET
issue-1182	110	11	se	se	PROPN
issue-1182	110	12	are	be	AUX
issue-1182	110	13	pre	pre	ADJ
issue-1182	110	14	-	-	ADJ
issue-1182	110	15	core	core	ADJ
issue-1182	110	16	se	se	PROPN
issue-1182	110	17	,	,	PUNCT
issue-1182	110	18	the	the	DET
issue-1182	110	19	core	core	NOUN
issue-1182	110	20	se	se	PROPN
issue-1182	110	21	,	,	PUNCT
issue-1182	110	22	and	and	CCONJ
issue-1182	110	23	the	the	DET
issue-1182	110	24	post	post	ADJ
issue-1182	110	25	-	-	ADJ
issue-1182	110	26	core	core	ADJ
issue-1182	110	27	se	se	NOUN
issue-1182	110	28	.	.	PUNCT
issue-1182	111	1	the	the	DET
issue-1182	111	2	pre	pre	ADJ
issue-1182	111	3	-	-	ADJ
issue-1182	111	4	core	core	ADJ
issue-1182	111	5	se	se	PROPN
issue-1182	111	6	period	period	NOUN
issue-1182	111	7	is	be	AUX
issue-1182	111	8	the	the	DET
issue-1182	111	9	time	time	NOUN
issue-1182	111	10	interval	interval	NOUN
issue-1182	111	11	before	before	ADP
issue-1182	111	12	the	the	DET
issue-1182	111	13	core	core	NOUN
issue-1182	111	14	se	se	PROPN
issue-1182	111	15	that	that	PRON
issue-1182	111	16	focuses	focus	VERB
issue-1182	111	17	on	on	ADP
issue-1182	111	18	leading	lead	VERB
issue-1182	111	19	students	student	NOUN
issue-1182	111	20	to	to	PART
issue-1182	111	21	interact	interact	VERB
issue-1182	111	22	with	with	ADP
issue-1182	111	23	the	the	DET
issue-1182	111	24	institution	institution	NOUN
issue-1182	111	25	in	in	ADP
issue-1182	111	26	the	the	DET
issue-1182	111	27	core	core	NOUN
issue-1182	111	28	-	-	PUNCT
issue-1182	111	29	se	se	NOUN
issue-1182	111	30	.	.	PUNCT
issue-1182	112	1	thus	thus	ADV
issue-1182	112	2	,	,	PUNCT
issue-1182	112	3	this	this	DET
issue-1182	112	4	period	period	NOUN
issue-1182	112	5	includes	include	VERB
issue-1182	112	6	numerous	numerous	ADJ
issue-1182	112	7	ses	se	NOUN
issue-1182	112	8	.	.	PUNCT
issue-1182	113	1	the	the	DET
issue-1182	113	2	pre	pre	NOUN
issue-1182	113	3	-	-	ADJ
issue-1182	113	4	core	core	ADJ
issue-1182	113	5	se	se	PROPN
issue-1182	113	6	takes	take	VERB
issue-1182	113	7	place	place	NOUN
issue-1182	113	8	when	when	SCONJ
issue-1182	113	9	students	student	NOUN
issue-1182	113	10	start	start	VERB
issue-1182	113	11	searching	search	VERB
issue-1182	113	12	and	and	CCONJ
issue-1182	113	13	evaluating	evaluate	VERB
issue-1182	113	14	information	information	NOUN
issue-1182	113	15	about	about	ADP
issue-1182	113	16	the	the	DET
issue-1182	113	17	institution	institution	NOUN
issue-1182	113	18	’s	’s	PART
issue-1182	113	19	service	service	NOUN
issue-1182	113	20	offering	offering	NOUN
issue-1182	113	21	or	or	CCONJ
issue-1182	113	22	make	make	VERB
issue-1182	113	23	enquiries	enquiry	NOUN
issue-1182	113	24	with	with	ADP
issue-1182	113	25	the	the	DET
issue-1182	113	26	institution	institution	NOUN
issue-1182	113	27	.	.	PUNCT
issue-1182	114	1	some	some	PRON
issue-1182	114	2	of	of	ADP
issue-1182	114	3	the	the	DET
issue-1182	114	4	scenarios	scenario	NOUN
issue-1182	114	5	of	of	ADP
issue-1182	114	6	pre	pre	ADJ
issue-1182	114	7	-	-	ADJ
issue-1182	114	8	core	core	ADJ
issue-1182	114	9	ses	se	NOUN
issue-1182	114	10	are	be	AUX
issue-1182	114	11	seeking	seek	VERB
issue-1182	114	12	information	information	NOUN
issue-1182	114	13	from	from	ADP
issue-1182	114	14	online	online	ADJ
issue-1182	114	15	reviews	review	NOUN
issue-1182	114	16	,	,	PUNCT
issue-1182	114	17	asking	ask	VERB
issue-1182	114	18	questions	question	NOUN
issue-1182	114	19	to	to	ADP
issue-1182	114	20	front	front	ADJ
issue-1182	114	21	desk	desk	NOUN
issue-1182	114	22	employees	employee	NOUN
issue-1182	114	23	and	and	CCONJ
issue-1182	114	24	onboarding	onboarding	NOUN
issue-1182	114	25	processes	process	NOUN
issue-1182	114	26	.	.	PUNCT
issue-1182	115	1	the	the	DET
issue-1182	115	2	examples	example	NOUN
issue-1182	115	3	during	during	ADP
issue-1182	115	4	this	this	DET
issue-1182	115	5	stage	stage	NOUN
issue-1182	115	6	encompass	encompass	NOUN
issue-1182	115	7	activities	activity	NOUN
issue-1182	115	8	like	like	ADP
issue-1182	115	9	orientation	orientation	NOUN
issue-1182	115	10	for	for	ADP
issue-1182	115	11	first	first	ADJ
issue-1182	115	12	-	-	PUNCT
issue-1182	115	13	year	year	NOUN
issue-1182	115	14	students	student	NOUN
issue-1182	115	15	on	on	ADP
issue-1182	115	16	services	service	NOUN
issue-1182	115	17	available	available	ADJ
issue-1182	115	18	on	on	ADP
issue-1182	115	19	campus	campus	NOUN
issue-1182	115	20	(	(	PUNCT
issue-1182	115	21	voorhees	voorhees	PROPN
issue-1182	115	22	et	et	PROPN
issue-1182	115	23	al	al	PROPN
issue-1182	115	24	,	,	PUNCT
issue-1182	115	25	2017	2017	NUM
issue-1182	115	26	)	)	PUNCT
issue-1182	115	27	.	.	PUNCT
issue-1182	116	1	the	the	DET
issue-1182	116	2	core	core	PROPN
issue-1182	116	3	se	se	PROPN
issue-1182	116	4	period	period	NOUN
issue-1182	116	5	refers	refer	VERB
issue-1182	116	6	to	to	ADP
issue-1182	116	7	the	the	DET
issue-1182	116	8	period	period	NOUN
issue-1182	116	9	during	during	ADP
issue-1182	116	10	which	which	PRON
issue-1182	116	11	the	the	DET
issue-1182	116	12	primary	primary	ADJ
issue-1182	116	13	service	service	NOUN
issue-1182	116	14	offering	offering	NOUN
issue-1182	116	15	is	be	AUX
issue-1182	116	16	given	give	VERB
issue-1182	116	17	to	to	ADP
issue-1182	116	18	the	the	DET
issue-1182	116	19	student	student	NOUN
issue-1182	116	20	.	.	PUNCT
issue-1182	117	1	the	the	DET
issue-1182	117	2	primary	primary	ADJ
issue-1182	117	3	service	service	NOUN
issue-1182	117	4	is	be	AUX
issue-1182	117	5	aimed	aim	VERB
issue-1182	117	6	at	at	ADP
issue-1182	117	7	meeting	meet	VERB
issue-1182	117	8	the	the	DET
issue-1182	117	9	student	student	NOUN
issue-1182	117	10	’s	’s	PART
issue-1182	117	11	basic	basic	ADJ
issue-1182	117	12	needs	need	NOUN
issue-1182	117	13	which	which	PRON
issue-1182	117	14	is	be	AUX
issue-1182	117	15	instrumental	instrumental	ADJ
issue-1182	117	16	in	in	ADP
issue-1182	117	17	motivating	motivate	VERB
issue-1182	117	18	the	the	DET
issue-1182	117	19	student	student	NOUN
issue-1182	117	20	to	to	PART
issue-1182	117	21	engage	engage	VERB
issue-1182	117	22	with	with	ADP
issue-1182	117	23	the	the	DET
issue-1182	117	24	institution	institution	NOUN
issue-1182	117	25	.	.	PUNCT
issue-1182	118	1	this	this	DET
issue-1182	118	2	period	period	NOUN
issue-1182	118	3	is	be	AUX
issue-1182	118	4	known	know	VERB
issue-1182	118	5	as	as	ADP
issue-1182	118	6	the	the	DET
issue-1182	118	7	moment	moment	NOUN
issue-1182	118	8	in	in	ADP
issue-1182	118	9	which	which	PRON
issue-1182	118	10	the	the	DET
issue-1182	118	11	student	student	NOUN
issue-1182	118	12	is	be	AUX
issue-1182	118	13	“	"	PUNCT
issue-1182	118	14	in	in	ADP
issue-1182	118	15	the	the	DET
issue-1182	118	16	factory	factory	NOUN
issue-1182	118	17	”	"	PUNCT
issue-1182	118	18	and	and	CCONJ
issue-1182	118	19	the	the	DET
issue-1182	118	20	core	core	NOUN
issue-1182	118	21	interactions	interaction	NOUN
issue-1182	118	22	are	be	AUX
issue-1182	118	23	between	between	ADP
issue-1182	118	24	students	student	NOUN
issue-1182	118	25	and	and	CCONJ
issue-1182	118	26	institutional	institutional	ADJ
issue-1182	118	27	employees	employee	NOUN
issue-1182	118	28	such	such	ADJ
issue-1182	118	29	as	as	ADP
issue-1182	118	30	lecturers	lecturer	NOUN
issue-1182	118	31	and	and	CCONJ
issue-1182	118	32	librarians	librarian	NOUN
issue-1182	118	33	,	,	PUNCT
issue-1182	118	34	other	other	ADJ
issue-1182	118	35	students	student	NOUN
issue-1182	118	36	and	and	CCONJ
issue-1182	118	37	technologies	technology	NOUN
issue-1182	118	38	.	.	PUNCT
issue-1182	119	1	this	this	DET
issue-1182	119	2	stage	stage	NOUN
issue-1182	119	3	encompasses	encompass	VERB
issue-1182	119	4	activities	activity	NOUN
issue-1182	119	5	such	such	ADJ
issue-1182	119	6	as	as	ADP
issue-1182	119	7	the	the	DET
issue-1182	119	8	delivery	delivery	NOUN
issue-1182	119	9	of	of	ADP
issue-1182	119	10	a	a	DET
issue-1182	119	11	lecture	lecture	NOUN
issue-1182	119	12	(	(	PUNCT
issue-1182	119	13	bitner	bitner	NOUN
issue-1182	119	14	,	,	PUNCT
issue-1182	119	15	brown	brown	PROPN
issue-1182	119	16	&	&	CCONJ
issue-1182	119	17	meuter	meuter	NOUN
issue-1182	119	18	,	,	PUNCT
issue-1182	119	19	2000	2000	NUM
issue-1182	119	20	)	)	PUNCT
issue-1182	119	21	.	.	PUNCT
issue-1182	120	1	the	the	DET
issue-1182	120	2	postcore	postcore	PROPN
issue-1182	120	3	se	se	PROPN
issue-1182	120	4	refers	refer	VERB
issue-1182	120	5	to	to	ADP
issue-1182	120	6	the	the	DET
issue-1182	120	7	period	period	NOUN
issue-1182	120	8	that	that	PRON
issue-1182	120	9	follows	follow	VERB
issue-1182	120	10	the	the	DET
issue-1182	120	11	core	core	NOUN
issue-1182	120	12	se	se	PROPN
issue-1182	120	13	.	.	PUNCT
issue-1182	121	1	during	during	ADP
issue-1182	121	2	this	this	DET
issue-1182	121	3	period	period	NOUN
issue-1182	121	4	,	,	PUNCT
issue-1182	121	5	students	student	NOUN
issue-1182	121	6	analyse	analyse	VERB
issue-1182	121	7	and	and	CCONJ
issue-1182	121	8	act	act	NOUN
issue-1182	121	9	based	base	VERB
issue-1182	121	10	on	on	ADP
issue-1182	121	11	prior	prior	ADJ
issue-1182	121	12	experience	experience	NOUN
issue-1182	121	13	emanating	emanate	VERB
issue-1182	121	14	from	from	ADP
issue-1182	121	15	the	the	DET
issue-1182	121	16	two	two	NUM
issue-1182	121	17	previous	previous	ADJ
issue-1182	121	18	periods	period	NOUN
issue-1182	121	19	.	.	PUNCT
issue-1182	122	1	in	in	ADP
issue-1182	122	2	this	this	DET
issue-1182	122	3	period	period	NOUN
issue-1182	122	4	,	,	PUNCT
issue-1182	122	5	the	the	DET
issue-1182	122	6	institution	institution	NOUN
issue-1182	122	7	’s	’s	PART
issue-1182	122	8	goal	goal	NOUN
issue-1182	122	9	is	be	AUX
issue-1182	122	10	to	to	PART
issue-1182	122	11	retain	retain	VERB
issue-1182	122	12	most	most	ADJ
issue-1182	122	13	of	of	ADP
issue-1182	122	14	the	the	DET
issue-1182	122	15	students	student	NOUN
issue-1182	122	16	and	and	CCONJ
issue-1182	122	17	foster	foster	VERB
issue-1182	122	18	an	an	DET
issue-1182	122	19	improvement	improvement	NOUN
issue-1182	122	20	to	to	ADP
issue-1182	122	21	subsequent	subsequent	ADJ
issue-1182	122	22	ses	se	NOUN
issue-1182	122	23	.	.	PUNCT
issue-1182	123	1	post	post	ADJ
issue-1182	123	2	-	-	ADJ
issue-1182	123	3	core	core	ADJ
issue-1182	123	4	encounters	encounter	NOUN
issue-1182	123	5	encompass	encompass	VERB
issue-1182	123	6	activities	activity	NOUN
issue-1182	123	7	such	such	ADJ
issue-1182	123	8	as	as	ADP
issue-1182	123	9	the	the	DET
issue-1182	123	10	receipt	receipt	NOUN
issue-1182	123	11	of	of	ADP
issue-1182	123	12	a	a	DET
issue-1182	123	13	student	student	NOUN
issue-1182	123	14	survey	survey	NOUN
issue-1182	123	15	,	,	PUNCT
issue-1182	123	16	social	social	ADJ
issue-1182	123	17	media	medium	NOUN
issue-1182	123	18	posts	post	NOUN
issue-1182	123	19	request	request	VERB
issue-1182	123	20	,	,	PUNCT
issue-1182	123	21	scenarios	scenario	NOUN
issue-1182	123	22	involving	involve	VERB
issue-1182	123	23	a	a	DET
issue-1182	123	24	student	student	NOUN
issue-1182	123	25	complaint	complaint	NOUN
issue-1182	123	26	,	,	PUNCT
issue-1182	123	27	or	or	CCONJ
issue-1182	123	28	the	the	DET
issue-1182	123	29	institution	institution	NOUN
issue-1182	123	30	’s	’s	PART
issue-1182	123	31	initiatives	initiative	NOUN
issue-1182	123	32	to	to	PART
issue-1182	123	33	maintain	maintain	VERB
issue-1182	123	34	a	a	DET
issue-1182	123	35	good	good	ADJ
issue-1182	123	36	relationship	relationship	NOUN
issue-1182	123	37	with	with	ADP
issue-1182	123	38	students	student	NOUN
issue-1182	123	39	(	(	PUNCT
issue-1182	123	40	voorhees	voorhees	PROPN
issue-1182	123	41	et	et	PROPN
issue-1182	123	42	al	al	PROPN
issue-1182	123	43	.	.	PROPN
issue-1182	123	44	,	,	PUNCT
issue-1182	123	45	2017	2017	NUM
issue-1182	123	46	)	)	PUNCT
issue-1182	123	47	.	.	PUNCT
issue-1182	124	1	according	accord	VERB
issue-1182	124	2	to	to	ADP
issue-1182	124	3	walker	walker	NOUN
issue-1182	124	4	(	(	PUNCT
issue-1182	124	5	1995	1995	NUM
issue-1182	124	6	)	)	PUNCT
issue-1182	124	7	,	,	PUNCT
issue-1182	124	8	the	the	DET
issue-1182	124	9	se	se	PROPN
issue-1182	124	10	evaluation	evaluation	NOUN
issue-1182	124	11	is	be	AUX
issue-1182	124	12	a	a	DET
issue-1182	124	13	function	function	NOUN
issue-1182	124	14	of	of	ADP
issue-1182	124	15	three	three	NUM
issue-1182	124	16	distinct	distinct	ADJ
issue-1182	124	17	integrated	integrate	VERB
issue-1182	124	18	stages	stage	NOUN
issue-1182	124	19	,	,	PUNCT
issue-1182	124	20	i.e.	i.e.	X
issue-1182	124	21	peripheral	peripheral	ADJ
issue-1182	124	22	service	service	NOUN
issue-1182	124	23	performance	performance	NOUN
issue-1182	124	24	,	,	PUNCT
issue-1182	124	25	core	core	NOUN
issue-1182	124	26	service	service	NOUN
issue-1182	124	27	figure	figure	NOUN
issue-1182	124	28	1	1	NUM
issue-1182	124	29	.	.	PUNCT
issue-1182	124	30	number	number	NOUN
issue-1182	124	31	of	of	ADP
issue-1182	124	32	articles	article	NOUN
issue-1182	124	33	cited	cite	VERB
issue-1182	124	34	per	per	ADP
issue-1182	124	35	source	source	NOUN
issue-1182	124	36	40	40	NUM
issue-1182	124	37	7	7	NUM
issue-1182	124	38	2	2	NUM
issue-1182	124	39	1	1	NUM
issue-1182	124	40	80	80	NUM
issue-1182	124	41	%	%	NOUN
issue-1182	124	42	14	14	NUM
issue-1182	124	43	%	%	NOUN
issue-1182	124	44	4	4	NUM
issue-1182	124	45	%	%	NOUN
issue-1182	124	46	2	2	NUM
issue-1182	124	47	%	%	NOUN
issue-1182	124	48	0	0	NUM
issue-1182	124	49	10	10	NUM
issue-1182	124	50	20	20	NUM
issue-1182	124	51	30	30	NUM
issue-1182	124	52	40	40	NUM
issue-1182	124	53	50	50	NUM
issue-1182	124	54	60	60	NUM
issue-1182	124	55	70	70	NUM
issue-1182	124	56	80	80	NUM
issue-1182	124	57	90	90	NUM
issue-1182	124	58	journals	journal	NOUN
issue-1182	124	59	books	book	NOUN
issue-1182	124	60	websites	website	NOUN
issue-1182	124	61	conference	conference	NOUN
issue-1182	124	62	proceedings	proceeding	NOUN
issue-1182	124	63	pe	pe	PROPN
issue-1182	124	64	rc	rc	PROPN
issue-1182	124	65	en	en	X
issue-1182	124	66	ta	ta	X
issue-1182	124	67	ge	ge	PROPN
issue-1182	124	68	source	source	NOUN
issue-1182	124	69	of	of	ADP
issue-1182	124	70	articles	article	NOUN
issue-1182	124	71	number	number	NOUN
issue-1182	124	72	of	of	ADP
issue-1182	124	73	sources	source	NOUN
issue-1182	124	74	cited	cite	VERB
issue-1182	124	75	percentage	percentage	NOUN
issue-1182	124	76	0	0	NUM
issue-1182	124	77	1	1	NUM
issue-1182	124	78	2	2	NUM
issue-1182	124	79	3	3	NUM
issue-1182	124	80	4	4	NUM
issue-1182	124	81	5	5	NUM
issue-1182	124	82	6	6	NUM
issue-1182	124	83	1980	1980	NUM
issue-1182	124	84	1985	1985	NUM
issue-1182	124	85	1990	1990	NUM
issue-1182	124	86	1995	1995	NUM
issue-1182	124	87	2000	2000	NUM
issue-1182	124	88	2005	2005	NUM
issue-1182	124	89	2010	2010	NUM
issue-1182	124	90	2015	2015	NUM
issue-1182	124	91	2020	2020	NUM
issue-1182	124	92	nu	nu	VERB
issue-1182	124	93	m	m	AUX
issue-1182	124	94	be	be	VERB
issue-1182	124	95	r	r	NOUN
issue-1182	124	96	o	o	NOUN
issue-1182	124	97	f	f	X
issue-1182	124	98	a	a	DET
issue-1182	124	99	rt	rt	INTJ
issue-1182	124	100	ic	ic	PROPN
issue-1182	124	101	le	le	PROPN
issue-1182	124	102	s	s	PROPN
issue-1182	124	103	p	p	X
issue-1182	124	104	ub	ub	ADJ
issue-1182	124	105	lis	li	NOUN
issue-1182	125	1	he	he	PRON
issue-1182	126	1	d	d	X
issue-1182	126	2	pe	pe	INTJ
issue-1182	126	3	r	r	NOUN
issue-1182	126	4	ye	ye	PROPN
issue-1182	126	5	ar	ar	PROPN
issue-1182	126	6	year	year	NOUN
issue-1182	126	7	of	of	ADP
issue-1182	126	8	publication	publication	NOUN
issue-1182	126	9	figure	figure	NOUN
issue-1182	126	10	2	2	NUM
issue-1182	126	11	.	.	NOUN
issue-1182	126	12	number	number	NOUN
issue-1182	126	13	of	of	ADP
issue-1182	126	14	articles	article	NOUN
issue-1182	126	15	published	publish	VERB
issue-1182	126	16	per	per	ADP
issue-1182	126	17	year	year	NOUN
issue-1182	126	18	baltic	baltic	PROPN
issue-1182	126	19	journal	journal	PROPN
issue-1182	126	20	of	of	ADP
issue-1182	126	21	economic	economic	ADJ
issue-1182	126	22	studies	study	NOUN
issue-1182	126	23	24	24	NUM
issue-1182	126	24	vol	vol	NOUN
issue-1182	126	25	.	.	PROPN
issue-1182	126	26	7	7	NUM
issue-1182	127	1	no	no	NOUN
issue-1182	127	2	.	.	NOUN
issue-1182	128	1	3	3	NUM
issue-1182	128	2	,	,	PUNCT
issue-1182	128	3	2021	2021	NUM
issue-1182	128	4	performance	performance	NOUN
issue-1182	128	5	,	,	PUNCT
issue-1182	128	6	and	and	CCONJ
issue-1182	128	7	overall	overall	ADV
issue-1182	128	8	se	se	PROPN
issue-1182	128	9	.	.	PUNCT
issue-1182	129	1	the	the	DET
issue-1182	129	2	model	model	NOUN
issue-1182	129	3	explains	explain	VERB
issue-1182	129	4	what	what	PRON
issue-1182	129	5	happens	happen	VERB
issue-1182	129	6	in	in	ADP
issue-1182	129	7	a	a	DET
issue-1182	129	8	typical	typical	ADJ
issue-1182	129	9	se	se	PROPN
issue-1182	129	10	scenario	scenario	NOUN
issue-1182	129	11	.	.	PUNCT
issue-1182	130	1	it	it	PRON
issue-1182	130	2	further	further	ADJ
issue-1182	130	3	highlights	highlight	NOUN
issue-1182	130	4	that	that	PRON
issue-1182	130	5	student	student	NOUN
issue-1182	130	6	expectations	expectation	NOUN
issue-1182	130	7	can	can	AUX
issue-1182	130	8	change	change	VERB
issue-1182	130	9	during	during	ADP
issue-1182	130	10	the	the	DET
issue-1182	130	11	se	se	PROPN
issue-1182	130	12	.	.	PROPN
issue-1182	131	1	before	before	ADP
issue-1182	131	2	consumption	consumption	NOUN
issue-1182	131	3	of	of	ADP
issue-1182	131	4	the	the	DET
issue-1182	131	5	core	core	NOUN
issue-1182	131	6	service	service	NOUN
issue-1182	131	7	,	,	PUNCT
issue-1182	131	8	consumers	consumer	NOUN
issue-1182	131	9	encounter	encounter	VERB
issue-1182	131	10	peripheral	peripheral	ADJ
issue-1182	131	11	components	component	NOUN
issue-1182	131	12	which	which	PRON
issue-1182	131	13	may	may	AUX
issue-1182	131	14	include	include	VERB
issue-1182	131	15	employee	employee	NOUN
issue-1182	131	16	personality	personality	NOUN
issue-1182	131	17	and	and	CCONJ
issue-1182	131	18	attitude	attitude	NOUN
issue-1182	131	19	and	and	CCONJ
issue-1182	131	20	subsequently	subsequently	ADV
issue-1182	131	21	compare	compare	VERB
issue-1182	131	22	the	the	DET
issue-1182	131	23	performance	performance	NOUN
issue-1182	131	24	with	with	ADP
issue-1182	131	25	the	the	DET
issue-1182	131	26	expectations	expectation	NOUN
issue-1182	131	27	which	which	PRON
issue-1182	131	28	are	be	AUX
issue-1182	131	29	regarded	regard	VERB
issue-1182	131	30	as	as	ADP
issue-1182	131	31	passive	passive	ADJ
issue-1182	131	32	.	.	PUNCT
issue-1182	132	1	the	the	DET
issue-1182	132	2	impression	impression	NOUN
issue-1182	132	3	created	create	VERB
issue-1182	132	4	by	by	ADP
issue-1182	132	5	the	the	DET
issue-1182	132	6	service	service	NOUN
issue-1182	132	7	provider	provider	NOUN
issue-1182	132	8	sets	set	VERB
issue-1182	132	9	the	the	DET
issue-1182	132	10	direction	direction	NOUN
issue-1182	132	11	or	or	CCONJ
issue-1182	132	12	tone	tone	NOUN
issue-1182	132	13	for	for	ADP
issue-1182	132	14	future	future	ADJ
issue-1182	132	15	interactions	interaction	NOUN
issue-1182	132	16	.	.	PUNCT
issue-1182	133	1	the	the	DET
issue-1182	133	2	overall	overall	ADJ
issue-1182	133	3	se	se	X
issue-1182	133	4	is	be	AUX
issue-1182	133	5	a	a	DET
issue-1182	133	6	function	function	NOUN
issue-1182	133	7	of	of	ADP
issue-1182	133	8	the	the	DET
issue-1182	133	9	three	three	NUM
issue-1182	133	10	integrated	integrate	VERB
issue-1182	133	11	stages	stage	NOUN
issue-1182	133	12	and	and	CCONJ
issue-1182	133	13	determines	determine	VERB
issue-1182	133	14	whether	whether	SCONJ
issue-1182	133	15	the	the	DET
issue-1182	133	16	customer	customer	NOUN
issue-1182	133	17	is	be	AUX
issue-1182	133	18	satisfied	satisfied	ADJ
issue-1182	133	19	,	,	PUNCT
issue-1182	133	20	dissatisfied	dissatisfied	ADJ
issue-1182	133	21	or	or	CCONJ
issue-1182	133	22	neutral	neutral	ADJ
issue-1182	133	23	.	.	PUNCT
issue-1182	134	1	for	for	ADP
issue-1182	134	2	instance	instance	NOUN
issue-1182	134	3	,	,	PUNCT
issue-1182	134	4	in	in	ADP
issue-1182	134	5	a	a	DET
issue-1182	134	6	higher	high	ADJ
issue-1182	134	7	education	education	NOUN
issue-1182	134	8	institution	institution	NOUN
issue-1182	134	9	and	and	CCONJ
issue-1182	134	10	specifically	specifically	ADV
issue-1182	134	11	teaching	teaching	NOUN
issue-1182	134	12	,	,	PUNCT
issue-1182	134	13	attention	attention	NOUN
issue-1182	134	14	will	will	AUX
issue-1182	134	15	be	be	AUX
issue-1182	134	16	drawn	draw	VERB
issue-1182	134	17	to	to	ADP
issue-1182	134	18	the	the	DET
issue-1182	134	19	environment	environment	NOUN
issue-1182	134	20	in	in	ADP
issue-1182	134	21	which	which	PRON
issue-1182	134	22	the	the	DET
issue-1182	134	23	lecture	lecture	NOUN
issue-1182	134	24	will	will	AUX
issue-1182	134	25	be	be	AUX
issue-1182	134	26	delivered	deliver	VERB
issue-1182	134	27	,	,	PUNCT
issue-1182	134	28	the	the	DET
issue-1182	134	29	reputation	reputation	NOUN
issue-1182	134	30	of	of	ADP
issue-1182	134	31	the	the	DET
issue-1182	134	32	institution	institution	NOUN
issue-1182	134	33	,	,	PUNCT
issue-1182	134	34	the	the	DET
issue-1182	134	35	clothes	clothe	NOUN
issue-1182	134	36	or	or	CCONJ
issue-1182	134	37	grooming	grooming	NOUN
issue-1182	134	38	of	of	ADP
issue-1182	134	39	the	the	DET
issue-1182	134	40	lecturer	lecturer	NOUN
issue-1182	134	41	and	and	CCONJ
issue-1182	134	42	not	not	PART
issue-1182	134	43	the	the	DET
issue-1182	134	44	core	core	NOUN
issue-1182	134	45	service	service	NOUN
issue-1182	134	46	of	of	ADP
issue-1182	134	47	learning	learning	NOUN
issue-1182	134	48	.	.	PUNCT
issue-1182	135	1	ramdas	ramdas	PROPN
issue-1182	135	2	,	,	PUNCT
issue-1182	135	3	teisberg	teisberg	NOUN
issue-1182	135	4	and	and	CCONJ
issue-1182	135	5	tucker	tucker	PROPN
issue-1182	135	6	(	(	PUNCT
issue-1182	135	7	2012	2012	NUM
issue-1182	135	8	)	)	PUNCT
issue-1182	135	9	suggest	suggest	VERB
issue-1182	135	10	there	there	PRON
issue-1182	135	11	are	be	VERB
issue-1182	135	12	four	four	NUM
issue-1182	135	13	dimensions	dimension	NOUN
issue-1182	135	14	of	of	ADP
issue-1182	135	15	the	the	DET
issue-1182	135	16	se	se	PROPN
issue-1182	135	17	viz	viz	PROPN
issue-1182	135	18	.	.	PUNCT
issue-1182	136	1	the	the	DET
issue-1182	136	2	structure	structure	NOUN
issue-1182	136	3	of	of	ADP
issue-1182	136	4	the	the	DET
issue-1182	136	5	interactions	interaction	NOUN
issue-1182	136	6	,	,	PUNCT
issue-1182	136	7	the	the	DET
issue-1182	136	8	service	service	NOUN
issue-1182	136	9	boundary	boundary	NOUN
issue-1182	136	10	,	,	PUNCT
issue-1182	136	11	the	the	DET
issue-1182	136	12	allocation	allocation	NOUN
issue-1182	136	13	of	of	ADP
issue-1182	136	14	service	service	NOUN
issue-1182	136	15	tasks	task	NOUN
issue-1182	136	16	,	,	PUNCT
issue-1182	136	17	and	and	CCONJ
issue-1182	136	18	the	the	DET
issue-1182	136	19	delivery	delivery	NOUN
issue-1182	136	20	location	location	NOUN
issue-1182	136	21	.	.	PUNCT
issue-1182	137	1	the	the	DET
issue-1182	137	2	authors	author	NOUN
issue-1182	137	3	argue	argue	VERB
issue-1182	137	4	that	that	SCONJ
issue-1182	137	5	service	service	NOUN
issue-1182	137	6	providers	provider	NOUN
issue-1182	137	7	such	such	ADJ
issue-1182	137	8	as	as	ADP
issue-1182	137	9	higher	high	ADJ
issue-1182	137	10	education	education	NOUN
issue-1182	137	11	institutions	institution	NOUN
issue-1182	137	12	should	should	AUX
issue-1182	137	13	define	define	VERB
issue-1182	137	14	and	and	CCONJ
issue-1182	137	15	deliver	deliver	VERB
issue-1182	137	16	services	service	NOUN
issue-1182	137	17	by	by	ADP
issue-1182	137	18	evaluating	evaluate	VERB
issue-1182	137	19	interactions	interaction	NOUN
issue-1182	137	20	using	use	VERB
issue-1182	137	21	the	the	DET
issue-1182	137	22	four	four	NUM
issue-1182	137	23	dimensions	dimension	NOUN
issue-1182	137	24	as	as	ADP
issue-1182	137	25	one	one	NUM
issue-1182	137	26	way	way	NOUN
issue-1182	137	27	of	of	ADP
issue-1182	137	28	creating	create	VERB
issue-1182	137	29	mutual	mutual	ADJ
issue-1182	137	30	values	value	NOUN
issue-1182	137	31	for	for	ADP
issue-1182	137	32	both	both	DET
issue-1182	137	33	parties	party	NOUN
issue-1182	137	34	to	to	ADP
issue-1182	137	35	a	a	DET
issue-1182	137	36	transaction	transaction	NOUN
issue-1182	137	37	,	,	PUNCT
issue-1182	137	38	i.e.	i.e.	X
issue-1182	137	39	higher	high	ADJ
issue-1182	137	40	education	education	NOUN
issue-1182	137	41	institutions	institution	NOUN
issue-1182	137	42	and	and	CCONJ
issue-1182	137	43	students	student	NOUN
issue-1182	137	44	.	.	PUNCT
issue-1182	138	1	in	in	ADP
issue-1182	138	2	the	the	DET
issue-1182	138	3	same	same	ADJ
issue-1182	138	4	vein	vein	NOUN
issue-1182	138	5	,	,	PUNCT
issue-1182	138	6	qiu	qiu	PROPN
issue-1182	138	7	(	(	PUNCT
issue-1182	138	8	2013	2013	NUM
issue-1182	138	9	)	)	PUNCT
issue-1182	138	10	argue	argue	VERB
issue-1182	138	11	that	that	SCONJ
issue-1182	138	12	in	in	ADP
issue-1182	138	13	the	the	DET
issue-1182	138	14	fast	fast	ADJ
issue-1182	138	15	pacing	pace	VERB
issue-1182	138	16	digital	digital	ADJ
issue-1182	138	17	and	and	CCONJ
issue-1182	138	18	global	global	ADJ
issue-1182	138	19	economy	economy	NOUN
issue-1182	138	20	where	where	SCONJ
issue-1182	138	21	change	change	NOUN
issue-1182	138	22	is	be	AUX
issue-1182	138	23	the	the	DET
issue-1182	138	24	only	only	ADV
issue-1182	138	25	constant	constant	ADJ
issue-1182	138	26	,	,	PUNCT
issue-1182	138	27	conventional	conventional	ADJ
issue-1182	138	28	wisdom	wisdom	NOUN
issue-1182	138	29	may	may	AUX
issue-1182	138	30	not	not	PART
issue-1182	138	31	always	always	ADV
issue-1182	138	32	be	be	AUX
issue-1182	138	33	true	true	ADJ
issue-1182	138	34	.	.	PUNCT
issue-1182	139	1	thus	thus	ADV
issue-1182	139	2	,	,	PUNCT
issue-1182	139	3	to	to	PART
issue-1182	139	4	generate	generate	VERB
issue-1182	139	5	knowledge	knowledge	NOUN
issue-1182	139	6	that	that	PRON
issue-1182	139	7	can	can	AUX
issue-1182	139	8	be	be	AUX
issue-1182	139	9	applied	apply	VERB
issue-1182	139	10	scientifically	scientifically	ADV
issue-1182	139	11	in	in	ADP
issue-1182	139	12	a	a	DET
issue-1182	139	13	dynamic	dynamic	ADJ
issue-1182	139	14	environment	environment	NOUN
issue-1182	139	15	,	,	PUNCT
issue-1182	139	16	there	there	PRON
issue-1182	139	17	is	be	VERB
issue-1182	139	18	a	a	DET
issue-1182	139	19	need	need	NOUN
issue-1182	139	20	for	for	ADP
issue-1182	139	21	service	service	NOUN
issue-1182	139	22	science	science	NOUN
issue-1182	139	23	to	to	PART
issue-1182	139	24	help	help	VERB
issue-1182	139	25	in	in	ADP
issue-1182	139	26	fostering	foster	VERB
issue-1182	139	27	the	the	DET
issue-1182	139	28	engineering	engineering	NOUN
issue-1182	139	29	,	,	PUNCT
issue-1182	139	30	planning	planning	NOUN
issue-1182	139	31	,	,	PUNCT
issue-1182	139	32	design	design	NOUN
issue-1182	139	33	,	,	PUNCT
issue-1182	139	34	delivery	delivery	NOUN
issue-1182	139	35	,	,	PUNCT
issue-1182	139	36	and	and	CCONJ
issue-1182	139	37	operations	operation	NOUN
issue-1182	139	38	of	of	ADP
issue-1182	139	39	person	person	NOUN
issue-1182	139	40	-	-	PUNCT
issue-1182	139	41	centred	centre	VERB
issue-1182	139	42	integrative	integrative	ADJ
issue-1182	139	43	ses	se	NOUN
issue-1182	139	44	.	.	PUNCT
issue-1182	140	1	extant	extant	ADJ
issue-1182	140	2	research	research	NOUN
issue-1182	140	3	suggests	suggest	VERB
issue-1182	140	4	that	that	SCONJ
issue-1182	140	5	the	the	DET
issue-1182	140	6	se	se	PROPN
issue-1182	140	7	is	be	AUX
issue-1182	140	8	crucial	crucial	ADJ
issue-1182	140	9	to	to	ADP
issue-1182	140	10	the	the	DET
issue-1182	140	11	student	student	NOUN
issue-1182	140	12	’s	’s	PART
issue-1182	140	13	service	service	NOUN
issue-1182	140	14	experience	experience	NOUN
issue-1182	140	15	.	.	PUNCT
issue-1182	141	1	the	the	DET
issue-1182	141	2	quality	quality	NOUN
issue-1182	141	3	of	of	ADP
issue-1182	141	4	the	the	DET
issue-1182	141	5	service	service	NOUN
issue-1182	141	6	experience	experience	NOUN
issue-1182	141	7	during	during	ADP
issue-1182	141	8	the	the	DET
issue-1182	141	9	se	se	PROPN
issue-1182	141	10	has	have	VERB
issue-1182	141	11	a	a	DET
issue-1182	141	12	bearing	bearing	NOUN
issue-1182	141	13	on	on	ADP
issue-1182	141	14	students	student	NOUN
issue-1182	141	15	’	'	PUNCT
issue-1182	141	16	satisfaction	satisfaction	NOUN
issue-1182	141	17	and	and	CCONJ
issue-1182	141	18	their	their	PRON
issue-1182	141	19	perception	perception	NOUN
issue-1182	141	20	of	of	ADP
issue-1182	141	21	the	the	DET
issue-1182	141	22	institution	institution	NOUN
issue-1182	141	23	and	and	CCONJ
issue-1182	141	24	its	its	PRON
issue-1182	141	25	employees	employee	NOUN
issue-1182	141	26	.	.	PUNCT
issue-1182	142	1	the	the	DET
issue-1182	142	2	se	se	PROPN
issue-1182	142	3	is	be	AUX
issue-1182	142	4	a	a	DET
issue-1182	142	5	multidimensional	multidimensional	ADJ
issue-1182	142	6	concept	concept	NOUN
issue-1182	142	7	and	and	CCONJ
issue-1182	142	8	includes	include	VERB
issue-1182	142	9	the	the	DET
issue-1182	142	10	social	social	ADJ
issue-1182	142	11	contact	contact	NOUN
issue-1182	142	12	dimension	dimension	NOUN
issue-1182	142	13	(	(	PUNCT
issue-1182	142	14	sed	se	VERB
issue-1182	142	15	)	)	PUNCT
issue-1182	142	16	and	and	CCONJ
issue-1182	142	17	the	the	DET
issue-1182	142	18	physical	physical	ADJ
issue-1182	142	19	dimension	dimension	NOUN
issue-1182	142	20	(	(	PUNCT
issue-1182	142	21	pd	pd	NOUN
issue-1182	142	22	)	)	PUNCT
issue-1182	142	23	.	.	PUNCT
issue-1182	143	1	the	the	DET
issue-1182	143	2	sed	sed	PROPN
issue-1182	143	3	is	be	AUX
issue-1182	143	4	the	the	DET
issue-1182	143	5	interaction	interaction	NOUN
issue-1182	143	6	between	between	ADP
issue-1182	143	7	the	the	DET
issue-1182	143	8	faculty	faculty	NOUN
issue-1182	143	9	member	member	NOUN
issue-1182	143	10	and	and	CCONJ
issue-1182	143	11	the	the	DET
issue-1182	143	12	student	student	NOUN
issue-1182	143	13	.	.	PUNCT
issue-1182	144	1	the	the	DET
issue-1182	144	2	pd	pd	PROPN
issue-1182	144	3	entails	entail	VERB
issue-1182	144	4	that	that	SCONJ
issue-1182	144	5	students	student	NOUN
issue-1182	144	6	value	value	VERB
issue-1182	144	7	the	the	DET
issue-1182	144	8	environment	environment	NOUN
issue-1182	144	9	used	use	VERB
issue-1182	144	10	to	to	PART
issue-1182	144	11	provide	provide	VERB
issue-1182	144	12	or	or	CCONJ
issue-1182	144	13	deliver	deliver	VERB
issue-1182	144	14	the	the	DET
issue-1182	144	15	service	service	NOUN
issue-1182	144	16	.	.	PUNCT
issue-1182	145	1	service	service	NOUN
issue-1182	145	2	providers	provider	NOUN
issue-1182	145	3	can	can	AUX
issue-1182	145	4	minimise	minimise	VERB
issue-1182	145	5	dissatisfying	dissatisfying	ADJ
issue-1182	145	6	ses	se	NOUN
issue-1182	145	7	or	or	CCONJ
issue-1182	145	8	experiences	experience	NOUN
issue-1182	145	9	through	through	ADP
issue-1182	145	10	disintermediation	disintermediation	NOUN
issue-1182	145	11	.	.	PUNCT
issue-1182	146	1	disintermediation	disintermediation	NOUN
issue-1182	146	2	is	be	AUX
issue-1182	146	3	an	an	DET
issue-1182	146	4	internal	internal	ADJ
issue-1182	146	5	procedure	procedure	NOUN
issue-1182	146	6	where	where	SCONJ
issue-1182	146	7	human	human	ADJ
issue-1182	146	8	interference	interference	NOUN
issue-1182	146	9	is	be	AUX
issue-1182	146	10	eliminated	eliminate	VERB
issue-1182	146	11	when	when	SCONJ
issue-1182	146	12	discharging	discharge	VERB
issue-1182	146	13	a	a	DET
issue-1182	146	14	service	service	NOUN
issue-1182	146	15	and	and	CCONJ
issue-1182	146	16	is	be	AUX
issue-1182	146	17	replaced	replace	VERB
issue-1182	146	18	with	with	ADP
issue-1182	146	19	technology	technology	NOUN
issue-1182	146	20	or	or	CCONJ
issue-1182	146	21	equipment	equipment	NOUN
issue-1182	146	22	(	(	PUNCT
issue-1182	146	23	solomon	solomon	PROPN
issue-1182	146	24	,	,	PUNCT
issue-1182	146	25	marshal	marshal	PROPN
issue-1182	146	26	&	&	CCONJ
issue-1182	146	27	stuart	stuart	PROPN
issue-1182	146	28	,	,	PUNCT
issue-1182	146	29	2012	2012	NUM
issue-1182	146	30	)	)	PUNCT
issue-1182	146	31	.	.	PUNCT
issue-1182	147	1	for	for	ADP
issue-1182	147	2	example	example	NOUN
issue-1182	147	3	,	,	PUNCT
issue-1182	147	4	higher	high	ADJ
issue-1182	147	5	education	education	NOUN
issue-1182	147	6	institutions	institution	NOUN
issue-1182	147	7	can	can	AUX
issue-1182	147	8	table	table	VERB
issue-1182	147	9	2	2	NUM
issue-1182	147	10	results	result	NOUN
issue-1182	147	11	of	of	ADP
issue-1182	147	12	the	the	DET
issue-1182	147	13	studies	study	NOUN
issue-1182	147	14	on	on	ADP
issue-1182	147	15	the	the	DET
issue-1182	147	16	conceptualisation	conceptualisation	NOUN
issue-1182	147	17	of	of	ADP
issue-1182	147	18	the	the	DET
issue-1182	147	19	service	service	NOUN
issue-1182	147	20	encounter	encounter	NOUN
issue-1182	147	21	authors	author	NOUN
issue-1182	147	22	domain	domain	VERB
issue-1182	147	23	definition	definition	NOUN
issue-1182	147	24	surprenant	surprenant	NOUN
issue-1182	147	25	and	and	CCONJ
issue-1182	147	26	solomon	solomon	PROPN
issue-1182	147	27	(	(	PUNCT
issue-1182	147	28	1987:87	1987:87	NUM
issue-1182	147	29	)	)	PUNCT
issue-1182	147	30	service	service	NOUN
issue-1182	147	31	encounter	encounter	NOUN
issue-1182	147	32	‘	'	PUNCT
issue-1182	147	33	‘	'	PUNCT
issue-1182	147	34	dyadic	dyadic	ADJ
issue-1182	147	35	interaction	interaction	NOUN
issue-1182	147	36	between	between	ADP
issue-1182	147	37	a	a	DET
issue-1182	147	38	customer	customer	NOUN
issue-1182	147	39	and	and	CCONJ
issue-1182	147	40	a	a	DET
issue-1182	147	41	service	service	NOUN
issue-1182	147	42	provider	provider	NOUN
issue-1182	147	43	.	.	PUNCT
issue-1182	147	44	’’	’'	PUNCT
issue-1182	148	1	larivière	larivière	NOUN
issue-1182	148	2	et	et	PROPN
issue-1182	148	3	al	al	PROPN
issue-1182	148	4	.	.	PUNCT
issue-1182	149	1	(	(	PUNCT
issue-1182	149	2	2017:239	2017:239	NUM
issue-1182	149	3	)	)	PUNCT
issue-1182	149	4	service	service	NOUN
issue-1182	149	5	encounter	encounter	NOUN
issue-1182	149	6	“	"	PUNCT
issue-1182	149	7	any	any	DET
issue-1182	149	8	customer	customer	NOUN
issue-1182	149	9	-	-	PUNCT
issue-1182	149	10	company	company	NOUN
issue-1182	149	11	interaction	interaction	NOUN
issue-1182	149	12	that	that	PRON
issue-1182	149	13	results	result	VERB
issue-1182	149	14	from	from	ADP
issue-1182	149	15	a	a	DET
issue-1182	149	16	service	service	NOUN
issue-1182	149	17	system	system	NOUN
issue-1182	149	18	that	that	PRON
issue-1182	149	19	is	be	AUX
issue-1182	149	20	comprised	comprise	VERB
issue-1182	149	21	of	of	ADP
issue-1182	149	22	interrelated	interrelated	ADJ
issue-1182	149	23	technologies	technology	NOUN
issue-1182	149	24	(	(	PUNCT
issue-1182	149	25	either	either	CCONJ
issue-1182	149	26	companyor	companyor	NOUN
issue-1182	149	27	customer	customer	NOUN
issue-1182	149	28	-	-	PUNCT
issue-1182	149	29	owned	own	VERB
issue-1182	149	30	)	)	PUNCT
issue-1182	149	31	,	,	PUNCT
issue-1182	149	32	human	human	ADJ
issue-1182	149	33	actors	actor	NOUN
issue-1182	149	34	(	(	PUNCT
issue-1182	149	35	employees	employee	NOUN
issue-1182	149	36	and	and	CCONJ
issue-1182	149	37	customers	customer	NOUN
issue-1182	149	38	)	)	PUNCT
issue-1182	149	39	,	,	PUNCT
issue-1182	149	40	physical	physical	ADJ
issue-1182	149	41	/	/	SYM
issue-1182	149	42	digital	digital	ADJ
issue-1182	149	43	environments	environment	NOUN
issue-1182	149	44	and	and	CCONJ
issue-1182	149	45	company	company	NOUN
issue-1182	149	46	/	/	SYM
issue-1182	149	47	customer	customer	NOUN
issue-1182	149	48	processes	process	NOUN
issue-1182	149	49	.	.	PUNCT
issue-1182	149	50	”	"	PUNCT
issue-1182	150	1	shostack	shostack	NOUN
issue-1182	150	2	(	(	PUNCT
issue-1182	150	3	1985:243	1985:243	NUM
issue-1182	150	4	)	)	PUNCT
issue-1182	150	5	service	service	NOUN
issue-1182	150	6	encounter	encounter	NOUN
issue-1182	150	7	“	"	PUNCT
issue-1182	150	8	a	a	DET
issue-1182	150	9	period	period	NOUN
issue-1182	150	10	of	of	ADP
issue-1182	150	11	time	time	NOUN
issue-1182	150	12	during	during	ADP
issue-1182	150	13	which	which	PRON
issue-1182	150	14	a	a	DET
issue-1182	150	15	customer	customer	NOUN
issue-1182	150	16	directly	directly	ADV
issue-1182	150	17	interacts	interact	VERB
issue-1182	150	18	with	with	ADP
issue-1182	150	19	a	a	DET
issue-1182	150	20	service	service	NOUN
issue-1182	150	21	.	.	PUNCT
issue-1182	150	22	”	"	PUNCT
issue-1182	151	1	drennan	drennan	PROPN
issue-1182	151	2	and	and	CCONJ
issue-1182	151	3	mccoll	mccoll	PROPN
issue-1182	151	4	-	-	PUNCT
issue-1182	151	5	kennedy	kennedy	PROPN
issue-1182	151	6	(	(	PUNCT
issue-1182	151	7	2003:296	2003:296	NUM
issue-1182	151	8	)	)	PUNCT
issue-1182	151	9	service	service	NOUN
issue-1182	151	10	encounter	encounter	NOUN
issue-1182	151	11	“	"	PUNCT
issue-1182	151	12	traditionally	traditionally	ADV
issue-1182	151	13	,	,	PUNCT
issue-1182	151	14	ses	se	NOUN
issue-1182	151	15	have	have	AUX
issue-1182	151	16	been	be	AUX
issue-1182	151	17	characterized	characterize	VERB
issue-1182	151	18	as	as	ADP
issue-1182	151	19	low	low	ADJ
issue-1182	151	20	tech	tech	NOUN
issue-1182	151	21	,	,	PUNCT
issue-1182	151	22	high	high	ADJ
issue-1182	151	23	face	face	NOUN
issue-1182	151	24	-	-	PUNCT
issue-1182	151	25	to	to	ADP
issue-1182	151	26	-	-	PUNCT
issue-1182	151	27	face	face	NOUN
issue-1182	151	28	contact	contact	NOUN
issue-1182	151	29	.	.	PUNCT
issue-1182	151	30	’’	’'	PUNCT
issue-1182	152	1	john	john	NOUN
issue-1182	152	2	(	(	PUNCT
issue-1182	152	3	1996:61	1996:61	NUM
issue-1182	152	4	)	)	PUNCT
issue-1182	152	5	service	service	NOUN
issue-1182	152	6	encounter	encounter	NOUN
issue-1182	152	7	‘	'	PUNCT
issue-1182	152	8	‘	'	PUNCT
issue-1182	152	9	is	be	AUX
issue-1182	152	10	a	a	DET
issue-1182	152	11	personal	personal	ADJ
issue-1182	152	12	(	(	PUNCT
issue-1182	152	13	and	and	CCONJ
issue-1182	152	14	social	social	ADJ
issue-1182	152	15	)	)	PUNCT
issue-1182	152	16	interaction	interaction	NOUN
issue-1182	152	17	between	between	ADP
issue-1182	152	18	a	a	DET
issue-1182	152	19	service	service	NOUN
issue-1182	152	20	provider	provider	NOUN
issue-1182	152	21	and	and	CCONJ
issue-1182	152	22	service	service	NOUN
issue-1182	152	23	customer	customer	NOUN
issue-1182	152	24	.	.	PUNCT
issue-1182	153	1	a	a	DET
issue-1182	153	2	service	service	NOUN
issue-1182	153	3	encounter	encounter	NOUN
issue-1182	153	4	is	be	AUX
issue-1182	153	5	a	a	DET
issue-1182	153	6	social	social	ADJ
issue-1182	153	7	encounter	encounter	NOUN
issue-1182	153	8	,	,	PUNCT
issue-1182	153	9	especially	especially	ADV
issue-1182	153	10	in	in	ADP
issue-1182	153	11	high	high	ADJ
issue-1182	153	12	contact	contact	NOUN
issue-1182	153	13	service	service	NOUN
issue-1182	153	14	experiences	experience	NOUN
issue-1182	153	15	.	.	PUNCT
issue-1182	154	1	as	as	ADP
issue-1182	154	2	social	social	ADJ
issue-1182	154	3	interactions	interaction	NOUN
issue-1182	154	4	,	,	PUNCT
issue-1182	154	5	all	all	DET
issue-1182	154	6	service	service	NOUN
issue-1182	154	7	encounters	encounter	NOUN
issue-1182	154	8	are	be	AUX
issue-1182	154	9	performed	perform	VERB
issue-1182	154	10	within	within	ADP
issue-1182	154	11	the	the	DET
issue-1182	154	12	context	context	NOUN
issue-1182	154	13	of	of	ADP
issue-1182	154	14	the	the	DET
issue-1182	154	15	cultural	cultural	ADJ
issue-1182	154	16	background	background	NOUN
issue-1182	154	17	of	of	ADP
issue-1182	154	18	the	the	DET
issue-1182	154	19	participants	participant	NOUN
issue-1182	154	20	:	:	PUNCT
issue-1182	154	21	that	that	PRON
issue-1182	154	22	is	is	ADV
issue-1182	154	23	,	,	PUNCT
issue-1182	154	24	both	both	CCONJ
issue-1182	154	25	the	the	DET
issue-1182	154	26	client	client	NOUN
issue-1182	154	27	and	and	CCONJ
issue-1182	154	28	the	the	DET
issue-1182	154	29	service	service	NOUN
issue-1182	154	30	provider	provider	NOUN
issue-1182	154	31	representing	represent	VERB
issue-1182	154	32	the	the	DET
issue-1182	154	33	organization	organization	NOUN
issue-1182	154	34	.	.	PUNCT
issue-1182	154	35	’’	’'	PUNCT
issue-1182	155	1	patterson	patterson	PROPN
issue-1182	155	2	and	and	CCONJ
issue-1182	155	3	mattila	mattila	NOUN
issue-1182	155	4	(	(	PUNCT
issue-1182	155	5	2008:262	2008:262	X
issue-1182	155	6	)	)	PUNCT
issue-1182	155	7	service	service	NOUN
issue-1182	155	8	encounter	encounter	NOUN
issue-1182	155	9	‘	'	PUNCT
issue-1182	155	10	‘	'	PUNCT
issue-1182	155	11	are	be	AUX
issue-1182	155	12	first	first	ADJ
issue-1182	155	13	and	and	CCONJ
issue-1182	155	14	foremost	foremost	ADJ
issue-1182	155	15	social	social	ADJ
issue-1182	155	16	exchanges	exchange	NOUN
issue-1182	155	17	,	,	PUNCT
issue-1182	155	18	with	with	ADP
issue-1182	155	19	the	the	DET
issue-1182	155	20	interaction	interaction	NOUN
issue-1182	155	21	between	between	ADP
issue-1182	155	22	a	a	DET
issue-1182	155	23	service	service	NOUN
issue-1182	155	24	provider	provider	NOUN
issue-1182	155	25	and	and	CCONJ
issue-1182	155	26	customer	customer	NOUN
issue-1182	155	27	being	be	AUX
issue-1182	155	28	a	a	DET
issue-1182	155	29	crucial	crucial	ADJ
issue-1182	155	30	component	component	NOUN
issue-1182	155	31	of	of	ADP
issue-1182	155	32	satisfaction	satisfaction	NOUN
issue-1182	155	33	and	and	CCONJ
issue-1182	155	34	providing	provide	VERB
issue-1182	155	35	a	a	DET
issue-1182	155	36	motive	motive	NOUN
issue-1182	155	37	to	to	PART
issue-1182	155	38	continue	continue	VERB
issue-1182	155	39	relationships	relationship	NOUN
issue-1182	155	40	.	.	PUNCT
issue-1182	155	41	’’	’'	PUNCT
issue-1182	156	1	voorhees	voorhees	PROPN
issue-1182	156	2	et	et	PROPN
issue-1182	156	3	al	al	PROPN
issue-1182	156	4	.	.	PUNCT
issue-1182	157	1	(	(	PUNCT
issue-1182	157	2	2017:270	2017:270	NOUN
issue-1182	157	3	)	)	PUNCT
issue-1182	157	4	service	service	NOUN
issue-1182	157	5	encounter	encounter	NOUN
issue-1182	157	6	“	"	PUNCT
issue-1182	157	7	any	any	DET
issue-1182	157	8	discrete	discrete	ADJ
issue-1182	157	9	interaction	interaction	NOUN
issue-1182	157	10	between	between	ADP
issue-1182	157	11	the	the	DET
issue-1182	157	12	customer	customer	NOUN
issue-1182	157	13	and	and	CCONJ
issue-1182	157	14	the	the	DET
issue-1182	157	15	service	service	NOUN
issue-1182	157	16	provider	provider	NOUN
issue-1182	157	17	relevant	relevant	ADJ
issue-1182	157	18	to	to	ADP
issue-1182	157	19	a	a	DET
issue-1182	157	20	core	core	NOUN
issue-1182	157	21	service	service	NOUN
issue-1182	157	22	offering	offering	NOUN
issue-1182	157	23	,	,	PUNCT
issue-1182	157	24	including	include	VERB
issue-1182	157	25	the	the	DET
issue-1182	157	26	interaction	interaction	NOUN
issue-1182	157	27	involving	involve	VERB
issue-1182	157	28	the	the	DET
issue-1182	157	29	provision	provision	NOUN
issue-1182	157	30	of	of	ADP
issue-1182	157	31	the	the	DET
issue-1182	157	32	core	core	NOUN
issue-1182	157	33	service	service	NOUN
issue-1182	157	34	offering	offer	VERB
issue-1182	157	35	itself	itself	PRON
issue-1182	157	36	.	.	PUNCT
issue-1182	157	37	”	"	PUNCT
issue-1182	158	1	norman	norman	PROPN
issue-1182	158	2	(	(	PUNCT
issue-1182	158	3	1984	1984	NUM
issue-1182	158	4	)	)	PUNCT
issue-1182	158	5	qiu	qiu	PROPN
issue-1182	158	6	(	(	PUNCT
issue-1182	158	7	2013:1	2013:1	NUM
issue-1182	158	8	)	)	PUNCT
issue-1182	158	9	service	service	NOUN
issue-1182	158	10	encounter	encounter	NOUN
issue-1182	158	11	service	service	NOUN
issue-1182	158	12	encounter	encounter	NOUN
issue-1182	158	13	“	"	PUNCT
issue-1182	158	14	any	any	DET
issue-1182	158	15	episode	episode	NOUN
issue-1182	158	16	in	in	ADP
issue-1182	158	17	which	which	PRON
issue-1182	158	18	the	the	DET
issue-1182	158	19	customer	customer	NOUN
issue-1182	158	20	comes	come	VERB
issue-1182	158	21	into	into	ADP
issue-1182	158	22	contact	contact	NOUN
issue-1182	158	23	with	with	ADP
issue-1182	158	24	any	any	DET
issue-1182	158	25	aspect	aspect	NOUN
issue-1182	158	26	of	of	ADP
issue-1182	158	27	the	the	DET
issue-1182	158	28	organization	organization	NOUN
issue-1182	158	29	and	and	CCONJ
issue-1182	158	30	gets	get	VERB
issue-1182	158	31	an	an	DET
issue-1182	158	32	impression	impression	NOUN
issue-1182	158	33	of	of	ADP
issue-1182	158	34	the	the	DET
issue-1182	158	35	quality	quality	NOUN
issue-1182	158	36	of	of	ADP
issue-1182	158	37	its	its	PRON
issue-1182	158	38	service	service	NOUN
issue-1182	158	39	.	.	PUNCT
issue-1182	158	40	”	"	PUNCT
issue-1182	159	1	‘	'	PUNCT
issue-1182	159	2	’	'	PUNCT
issue-1182	159	3	service	service	NOUN
issue-1182	159	4	encounters	encounter	NOUN
issue-1182	159	5	involve	involve	VERB
issue-1182	159	6	all	all	DET
issue-1182	159	7	interacting	interact	VERB
issue-1182	159	8	activities	activity	NOUN
issue-1182	159	9	in	in	ADP
issue-1182	159	10	the	the	DET
issue-1182	159	11	service	service	NOUN
issue-1182	159	12	delivery	delivery	NOUN
issue-1182	159	13	process	process	NOUN
issue-1182	159	14	,	,	PUNCT
issue-1182	159	15	creating	create	VERB
issue-1182	159	16	a	a	DET
issue-1182	159	17	reciprocal	reciprocal	ADJ
issue-1182	159	18	influence	influence	NOUN
issue-1182	159	19	between	between	ADP
issue-1182	159	20	service	service	NOUN
issue-1182	159	21	providers	provider	NOUN
issue-1182	159	22	and	and	CCONJ
issue-1182	159	23	customers	customer	NOUN
issue-1182	159	24	.	.	PUNCT
issue-1182	160	1	for	for	ADP
issue-1182	160	2	example	example	NOUN
issue-1182	160	3	,	,	PUNCT
issue-1182	160	4	consumers	consumer	NOUN
issue-1182	160	5	are	be	AUX
issue-1182	160	6	the	the	DET
issue-1182	160	7	customers	customer	NOUN
issue-1182	160	8	in	in	ADP
issue-1182	160	9	the	the	DET
issue-1182	160	10	retailing	retailing	NOUN
issue-1182	160	11	service	service	NOUN
issue-1182	160	12	sector	sector	NOUN
issue-1182	160	13	,	,	PUNCT
issue-1182	160	14	students	student	NOUN
issue-1182	160	15	are	be	AUX
issue-1182	160	16	the	the	DET
issue-1182	160	17	customers	customer	NOUN
issue-1182	160	18	in	in	ADP
issue-1182	160	19	educational	educational	ADJ
issue-1182	160	20	service	service	NOUN
issue-1182	160	21	systems	system	NOUN
issue-1182	160	22	,	,	PUNCT
issue-1182	160	23	and	and	CCONJ
issue-1182	160	24	patients	patient	NOUN
issue-1182	160	25	are	be	AUX
issue-1182	160	26	the	the	DET
issue-1182	160	27	customers	customer	NOUN
issue-1182	160	28	in	in	ADP
issue-1182	160	29	healthcare	healthcare	PROPN
issue-1182	160	30	delivery	delivery	NOUN
issue-1182	160	31	systems	system	NOUN
issue-1182	160	32	.	.	PUNCT
issue-1182	161	1	surely	surely	ADV
issue-1182	161	2	,	,	PUNCT
issue-1182	161	3	it	it	PRON
issue-1182	161	4	is	be	AUX
issue-1182	161	5	the	the	DET
issue-1182	161	6	service	service	NOUN
issue-1182	161	7	encounter	encounter	NOUN
issue-1182	161	8	that	that	PRON
issue-1182	161	9	enables	enable	VERB
issue-1182	161	10	the	the	DET
issue-1182	161	11	necessary	necessary	ADJ
issue-1182	161	12	manifest	manif	ADJ
issue-1182	161	13	function	function	NOUN
issue-1182	161	14	that	that	PRON
issue-1182	161	15	engages	engage	VERB
issue-1182	161	16	the	the	DET
issue-1182	161	17	providers	provider	NOUN
issue-1182	161	18	and	and	CCONJ
issue-1182	161	19	customers	customer	NOUN
issue-1182	161	20	in	in	ADP
issue-1182	161	21	order	order	NOUN
issue-1182	161	22	to	to	PART
issue-1182	161	23	show	show	VERB
issue-1182	161	24	the	the	DET
issue-1182	161	25	“	"	PUNCT
issue-1182	161	26	truth	truth	NOUN
issue-1182	161	27	”	"	PUNCT
issue-1182	161	28	of	of	ADP
issue-1182	161	29	service	service	NOUN
issue-1182	161	30	.	.	PUNCT
issue-1182	161	31	’’	’'	PUNCT
issue-1182	162	1	baltic	baltic	ADJ
issue-1182	162	2	journal	journal	NOUN
issue-1182	162	3	of	of	ADP
issue-1182	162	4	economic	economic	ADJ
issue-1182	162	5	studies	study	NOUN
issue-1182	162	6	25	25	NUM
issue-1182	162	7	vol	vol	NOUN
issue-1182	162	8	.	.	PUNCT
issue-1182	163	1	7	7	NUM
issue-1182	163	2	,	,	PUNCT
issue-1182	163	3	no	no	INTJ
issue-1182	163	4	.	.	NOUN
issue-1182	163	5	3	3	NUM
issue-1182	163	6	,	,	PUNCT
issue-1182	163	7	2021	2021	NUM
issue-1182	163	8	adopt	adopt	VERB
issue-1182	163	9	the	the	DET
issue-1182	163	10	use	use	NOUN
issue-1182	163	11	of	of	ADP
issue-1182	163	12	technology	technology	NOUN
issue-1182	163	13	and	and	CCONJ
issue-1182	163	14	conduct	conduct	VERB
issue-1182	163	15	processes	process	NOUN
issue-1182	163	16	such	such	ADJ
issue-1182	163	17	as	as	ADP
issue-1182	163	18	online	online	ADJ
issue-1182	163	19	registration	registration	NOUN
issue-1182	163	20	.	.	PUNCT
issue-1182	164	1	another	another	DET
issue-1182	164	2	school	school	NOUN
issue-1182	164	3	of	of	ADP
issue-1182	164	4	thought	thought	NOUN
issue-1182	164	5	suggests	suggest	VERB
issue-1182	164	6	that	that	SCONJ
issue-1182	164	7	the	the	DET
issue-1182	164	8	se	se	PROPN
issue-1182	164	9	has	have	VERB
issue-1182	164	10	three	three	NUM
issue-1182	164	11	dimensions	dimension	NOUN
issue-1182	164	12	,	,	PUNCT
issue-1182	164	13	i.e.	i.e.	X
issue-1182	164	14	temporal	temporal	ADJ
issue-1182	164	15	duration	duration	NOUN
issue-1182	164	16	,	,	PUNCT
issue-1182	164	17	affective	affective	NOUN
issue-1182	164	18	or	or	CCONJ
issue-1182	164	19	emotional	emotional	ADJ
issue-1182	164	20	content	content	NOUN
issue-1182	164	21	and	and	CCONJ
issue-1182	164	22	the	the	DET
issue-1182	164	23	spatial	spatial	ADJ
issue-1182	164	24	proximity	proximity	NOUN
issue-1182	164	25	of	of	ADP
issue-1182	164	26	the	the	DET
issue-1182	164	27	service	service	NOUN
issue-1182	164	28	employee	employee	NOUN
issue-1182	164	29	and	and	CCONJ
issue-1182	164	30	student	student	NOUN
issue-1182	164	31	.	.	PUNCT
issue-1182	165	1	the	the	DET
issue-1182	165	2	three	three	NUM
issue-1182	165	3	dimensions	dimension	NOUN
issue-1182	165	4	play	play	VERB
issue-1182	165	5	a	a	DET
issue-1182	165	6	significant	significant	ADJ
issue-1182	165	7	role	role	NOUN
issue-1182	165	8	in	in	ADP
issue-1182	165	9	relationship	relationship	NOUN
issue-1182	165	10	development	development	NOUN
issue-1182	165	11	and	and	CCONJ
issue-1182	165	12	the	the	DET
issue-1182	165	13	outcome	outcome	NOUN
issue-1182	165	14	of	of	ADP
issue-1182	165	15	the	the	DET
issue-1182	165	16	se	se	PROPN
issue-1182	165	17	.	.	PUNCT
issue-1182	166	1	this	this	PRON
issue-1182	166	2	means	mean	VERB
issue-1182	166	3	that	that	SCONJ
issue-1182	166	4	any	any	DET
issue-1182	166	5	variation	variation	NOUN
issue-1182	166	6	in	in	ADP
issue-1182	166	7	the	the	DET
issue-1182	166	8	three	three	NUM
issue-1182	166	9	dimensions	dimension	NOUN
issue-1182	166	10	of	of	ADP
issue-1182	166	11	the	the	DET
issue-1182	166	12	se	se	PROPN
issue-1182	166	13	will	will	AUX
issue-1182	166	14	have	have	VERB
issue-1182	166	15	a	a	DET
issue-1182	166	16	significant	significant	ADJ
issue-1182	166	17	impact	impact	NOUN
issue-1182	166	18	on	on	ADP
issue-1182	166	19	the	the	DET
issue-1182	166	20	service	service	NOUN
issue-1182	166	21	providers	provider	NOUN
issue-1182	166	22	’	'	PUNCT
issue-1182	166	23	performance	performance	NOUN
issue-1182	166	24	and	and	CCONJ
issue-1182	166	25	outcome	outcome	NOUN
issue-1182	166	26	.	.	PUNCT
issue-1182	167	1	it	it	PRON
issue-1182	167	2	further	far	ADV
issue-1182	167	3	shows	show	VERB
issue-1182	167	4	that	that	SCONJ
issue-1182	167	5	service	service	NOUN
issue-1182	167	6	providers	provider	NOUN
issue-1182	167	7	’	'	PUNCT
issue-1182	167	8	performance	performance	NOUN
issue-1182	167	9	has	have	VERB
issue-1182	167	10	a	a	DET
issue-1182	167	11	direct	direct	ADJ
issue-1182	167	12	impact	impact	NOUN
issue-1182	167	13	on	on	ADP
issue-1182	167	14	affective	affective	ADJ
issue-1182	167	15	responses	response	NOUN
issue-1182	167	16	and	and	CCONJ
issue-1182	167	17	satisfaction	satisfaction	NOUN
issue-1182	167	18	and	and	CCONJ
issue-1182	167	19	an	an	DET
issue-1182	167	20	indirect	indirect	ADJ
issue-1182	167	21	impact	impact	NOUN
issue-1182	167	22	on	on	ADP
issue-1182	167	23	satisfaction	satisfaction	NOUN
issue-1182	167	24	through	through	ADP
issue-1182	167	25	affective	affective	ADJ
issue-1182	167	26	response	response	NOUN
issue-1182	167	27	.	.	PUNCT
issue-1182	168	1	service	service	NOUN
issue-1182	168	2	providers	provider	NOUN
issue-1182	168	3	’	'	PUNCT
issue-1182	168	4	performance	performance	NOUN
issue-1182	168	5	during	during	ADP
issue-1182	168	6	an	an	DET
issue-1182	168	7	interaction	interaction	NOUN
issue-1182	168	8	can	can	AUX
issue-1182	168	9	either	either	CCONJ
issue-1182	168	10	lead	lead	VERB
issue-1182	168	11	to	to	ADP
issue-1182	168	12	positive	positive	ADJ
issue-1182	168	13	or	or	CCONJ
issue-1182	168	14	negative	negative	ADJ
issue-1182	168	15	reactions	reaction	NOUN
issue-1182	168	16	(	(	PUNCT
issue-1182	168	17	price	price	NOUN
issue-1182	168	18	,	,	PUNCT
issue-1182	168	19	arnould	arnould	PROPN
issue-1182	168	20	&	&	CCONJ
issue-1182	168	21	tierney	tierney	PROPN
issue-1182	168	22	,	,	PUNCT
issue-1182	168	23	1995	1995	NUM
issue-1182	168	24	)	)	PUNCT
issue-1182	168	25	.	.	PUNCT
issue-1182	169	1	therefore	therefore	ADV
issue-1182	169	2	,	,	PUNCT
issue-1182	169	3	service	service	NOUN
issue-1182	169	4	failure	failure	NOUN
issue-1182	169	5	will	will	AUX
issue-1182	169	6	occur	occur	VERB
issue-1182	169	7	if	if	SCONJ
issue-1182	169	8	the	the	DET
issue-1182	169	9	reaction	reaction	NOUN
issue-1182	169	10	is	be	AUX
issue-1182	169	11	negative	negative	ADJ
issue-1182	169	12	or	or	CCONJ
issue-1182	169	13	the	the	DET
issue-1182	169	14	student	student	NOUN
issue-1182	169	15	is	be	AUX
issue-1182	169	16	not	not	PART
issue-1182	169	17	satisfied	satisfied	ADJ
issue-1182	169	18	with	with	ADP
issue-1182	169	19	the	the	DET
issue-1182	169	20	encounter	encounter	NOUN
issue-1182	169	21	.	.	PUNCT
issue-1182	170	1	mattila	mattila	NOUN
issue-1182	170	2	and	and	CCONJ
issue-1182	170	3	enz	enz	PROPN
issue-1182	170	4	(	(	PUNCT
issue-1182	170	5	2002	2002	NUM
issue-1182	170	6	)	)	PUNCT
issue-1182	170	7	claim	claim	VERB
issue-1182	170	8	that	that	SCONJ
issue-1182	170	9	the	the	DET
issue-1182	170	10	affective	affective	ADJ
issue-1182	170	11	response	response	NOUN
issue-1182	170	12	has	have	VERB
issue-1182	170	13	a	a	DET
issue-1182	170	14	significant	significant	ADJ
issue-1182	170	15	impact	impact	NOUN
issue-1182	170	16	on	on	ADP
issue-1182	170	17	student	student	NOUN
issue-1182	170	18	encounter	encounter	NOUN
issue-1182	170	19	-	-	PUNCT
issue-1182	170	20	level	level	NOUN
issue-1182	170	21	evaluation	evaluation	NOUN
issue-1182	170	22	even	even	ADV
issue-1182	170	23	in	in	ADP
issue-1182	170	24	the	the	DET
issue-1182	170	25	context	context	NOUN
issue-1182	170	26	of	of	ADP
issue-1182	170	27	short	short	ADJ
issue-1182	170	28	and	and	CCONJ
issue-1182	170	29	monotonous	monotonous	ADJ
issue-1182	170	30	ses	se	NOUN
issue-1182	170	31	.	.	PROPN
issue-1182	170	32	3.2	3.2	NUM
issue-1182	171	1	what	what	PRON
issue-1182	171	2	are	be	AUX
issue-1182	171	3	the	the	DET
issue-1182	171	4	types	type	NOUN
issue-1182	171	5	of	of	ADP
issue-1182	171	6	the	the	DET
issue-1182	171	7	service	service	NOUN
issue-1182	171	8	encounter	encounter	NOUN
issue-1182	171	9	the	the	DET
issue-1182	171	10	se	se	PROPN
issue-1182	171	11	can	can	AUX
issue-1182	171	12	be	be	AUX
issue-1182	171	13	categorised	categorise	VERB
issue-1182	171	14	as	as	ADP
issue-1182	171	15	a	a	DET
issue-1182	171	16	remote	remote	ADJ
issue-1182	171	17	encounter	encounter	NOUN
issue-1182	171	18	,	,	PUNCT
issue-1182	171	19	a	a	DET
issue-1182	171	20	telephone	telephone	NOUN
issue-1182	171	21	encounter	encounter	NOUN
issue-1182	171	22	or	or	CCONJ
issue-1182	171	23	a	a	DET
issue-1182	171	24	face	face	NOUN
issue-1182	171	25	-	-	PUNCT
issue-1182	171	26	to	to	ADP
issue-1182	171	27	-	-	PUNCT
issue-1182	171	28	face	face	NOUN
issue-1182	171	29	encounter	encounter	NOUN
issue-1182	171	30	.	.	PUNCT
issue-1182	172	1	a	a	DET
issue-1182	172	2	student	student	NOUN
issue-1182	172	3	can	can	AUX
issue-1182	172	4	experience	experience	VERB
issue-1182	172	5	any	any	PRON
issue-1182	172	6	of	of	ADP
issue-1182	172	7	the	the	DET
issue-1182	172	8	three	three	NUM
issue-1182	172	9	or	or	CCONJ
issue-1182	172	10	a	a	DET
issue-1182	172	11	combination	combination	NOUN
issue-1182	172	12	of	of	ADP
issue-1182	172	13	the	the	DET
issue-1182	172	14	three	three	NUM
issue-1182	172	15	.	.	PUNCT
issue-1182	173	1	remote	remote	ADJ
issue-1182	173	2	encounters	encounter	NOUN
issue-1182	173	3	are	be	AUX
issue-1182	173	4	ses	se	NOUN
issue-1182	173	5	that	that	PRON
issue-1182	173	6	occur	occur	VERB
issue-1182	173	7	without	without	ADP
issue-1182	173	8	human	human	ADJ
issue-1182	173	9	interaction	interaction	NOUN
issue-1182	173	10	or	or	CCONJ
issue-1182	173	11	contact	contact	NOUN
issue-1182	173	12	such	such	ADJ
issue-1182	173	13	as	as	ADP
issue-1182	173	14	registration	registration	NOUN
issue-1182	173	15	through	through	ADP
issue-1182	173	16	a	a	DET
issue-1182	173	17	web	web	NOUN
issue-1182	173	18	-	-	PUNCT
issue-1182	173	19	based	base	VERB
issue-1182	173	20	portal	portal	NOUN
issue-1182	173	21	.	.	PUNCT
issue-1182	174	1	even	even	ADV
issue-1182	174	2	in	in	ADP
issue-1182	174	3	the	the	DET
issue-1182	174	4	absence	absence	NOUN
issue-1182	174	5	of	of	ADP
issue-1182	174	6	human	human	ADJ
issue-1182	174	7	contact	contact	NOUN
issue-1182	174	8	,	,	PUNCT
issue-1182	174	9	the	the	DET
issue-1182	174	10	se	se	PROPN
issue-1182	174	11	is	be	AUX
issue-1182	174	12	an	an	DET
issue-1182	174	13	opportunity	opportunity	NOUN
issue-1182	174	14	for	for	SCONJ
issue-1182	174	15	the	the	DET
issue-1182	174	16	service	service	NOUN
issue-1182	174	17	provider	provider	NOUN
issue-1182	174	18	to	to	PART
issue-1182	174	19	reinforce	reinforce	VERB
issue-1182	174	20	student	student	NOUN
issue-1182	174	21	perception	perception	NOUN
issue-1182	174	22	of	of	ADP
issue-1182	174	23	the	the	DET
issue-1182	174	24	quality	quality	NOUN
issue-1182	174	25	of	of	ADP
issue-1182	174	26	the	the	DET
issue-1182	174	27	service	service	NOUN
issue-1182	174	28	sought	seek	VERB
issue-1182	174	29	.	.	PUNCT
issue-1182	175	1	in	in	ADP
issue-1182	175	2	some	some	DET
issue-1182	175	3	organisations	organisation	NOUN
issue-1182	175	4	,	,	PUNCT
issue-1182	175	5	ses	se	NOUN
issue-1182	175	6	are	be	AUX
issue-1182	175	7	done	do	VERB
issue-1182	175	8	or	or	CCONJ
issue-1182	175	9	experienced	experience	VERB
issue-1182	175	10	through	through	ADP
issue-1182	175	11	a	a	DET
issue-1182	175	12	telephone	telephone	NOUN
issue-1182	175	13	conversation	conversation	NOUN
issue-1182	175	14	.	.	PUNCT
issue-1182	176	1	however	however	ADV
issue-1182	176	2	,	,	PUNCT
issue-1182	176	3	the	the	DET
issue-1182	176	4	chances	chance	NOUN
issue-1182	176	5	of	of	ADP
issue-1182	176	6	variability	variability	NOUN
issue-1182	176	7	in	in	ADP
issue-1182	176	8	the	the	DET
issue-1182	176	9	interaction	interaction	NOUN
issue-1182	176	10	are	be	AUX
issue-1182	176	11	high	high	ADJ
issue-1182	176	12	in	in	ADP
issue-1182	176	13	a	a	DET
issue-1182	176	14	telephone	telephone	NOUN
issue-1182	176	15	conversation	conversation	NOUN
issue-1182	176	16	.	.	PUNCT
issue-1182	177	1	the	the	DET
issue-1182	177	2	tone	tone	NOUN
issue-1182	177	3	,	,	PUNCT
issue-1182	177	4	knowledge	knowledge	NOUN
issue-1182	177	5	of	of	ADP
issue-1182	177	6	employees	employee	NOUN
issue-1182	177	7	and	and	CCONJ
issue-1182	177	8	efficiency	efficiency	NOUN
issue-1182	177	9	in	in	ADP
issue-1182	177	10	handling	handle	VERB
issue-1182	177	11	student	student	NOUN
issue-1182	177	12	issues	issue	NOUN
issue-1182	177	13	or	or	CCONJ
issue-1182	177	14	queries	query	NOUN
issue-1182	177	15	form	form	VERB
issue-1182	177	16	an	an	DET
issue-1182	177	17	important	important	ADJ
issue-1182	177	18	criterion	criterion	NOUN
issue-1182	177	19	for	for	ADP
issue-1182	177	20	assessing	assess	VERB
issue-1182	177	21	service	service	NOUN
issue-1182	177	22	quality	quality	NOUN
issue-1182	177	23	on	on	ADP
issue-1182	177	24	the	the	DET
issue-1182	177	25	part	part	NOUN
issue-1182	177	26	of	of	ADP
issue-1182	177	27	the	the	DET
issue-1182	177	28	student	student	NOUN
issue-1182	177	29	.	.	PUNCT
issue-1182	178	1	in	in	ADP
issue-1182	178	2	face	face	NOUN
issue-1182	178	3	-	-	PUNCT
issue-1182	178	4	to	to	ADP
issue-1182	178	5	-	-	PUNCT
issue-1182	178	6	face	face	NOUN
issue-1182	178	7	ses	se	NOUN
issue-1182	178	8	,	,	PUNCT
issue-1182	178	9	both	both	CCONJ
issue-1182	178	10	verbal	verbal	ADJ
issue-1182	178	11	and	and	CCONJ
issue-1182	178	12	non	non	ADJ
issue-1182	178	13	-	-	ADJ
issue-1182	178	14	verbal	verbal	ADJ
issue-1182	178	15	cues	cue	NOUN
issue-1182	178	16	are	be	AUX
issue-1182	178	17	important	important	ADJ
issue-1182	178	18	for	for	ADP
issue-1182	178	19	ascertaining	ascertain	VERB
issue-1182	178	20	service	service	NOUN
issue-1182	178	21	quality	quality	NOUN
issue-1182	178	22	(	(	PUNCT
issue-1182	178	23	wilson	wilson	PROPN
issue-1182	178	24	,	,	PUNCT
issue-1182	178	25	zeithaml	zeithaml	PROPN
issue-1182	178	26	,	,	PUNCT
issue-1182	178	27	bitner	bitner	NOUN
issue-1182	178	28	&	&	CCONJ
issue-1182	178	29	gremler	gremler	NOUN
issue-1182	178	30	,	,	PUNCT
issue-1182	178	31	2012	2012	NUM
issue-1182	178	32	)	)	PUNCT
issue-1182	178	33	.	.	PUNCT
issue-1182	179	1	the	the	DET
issue-1182	179	2	se	se	PROPN
issue-1182	179	3	can	can	AUX
issue-1182	179	4	also	also	ADV
issue-1182	179	5	be	be	AUX
issue-1182	179	6	viewed	view	VERB
issue-1182	179	7	in	in	ADP
issue-1182	179	8	terms	term	NOUN
issue-1182	179	9	of	of	ADP
issue-1182	179	10	the	the	DET
issue-1182	179	11	level	level	NOUN
issue-1182	179	12	of	of	ADP
issue-1182	179	13	contact	contact	NOUN
issue-1182	179	14	.	.	PUNCT
issue-1182	180	1	some	some	DET
issue-1182	180	2	ses	se	NOUN
issue-1182	180	3	are	be	AUX
issue-1182	180	4	short	short	ADJ
issue-1182	180	5	or	or	CCONJ
issue-1182	180	6	brief	brief	ADJ
issue-1182	180	7	,	,	PUNCT
issue-1182	180	8	whereas	whereas	SCONJ
issue-1182	180	9	others	other	NOUN
issue-1182	180	10	are	be	AUX
issue-1182	180	11	long	long	ADJ
issue-1182	180	12	.	.	PUNCT
issue-1182	181	1	high	high	ADJ
issue-1182	181	2	contact	contact	NOUN
issue-1182	181	3	services	service	NOUN
issue-1182	181	4	are	be	AUX
issue-1182	181	5	those	those	PRON
issue-1182	181	6	where	where	SCONJ
issue-1182	181	7	there	there	PRON
issue-1182	181	8	is	be	VERB
issue-1182	181	9	direct	direct	ADJ
issue-1182	181	10	contact	contact	NOUN
issue-1182	181	11	between	between	ADP
issue-1182	181	12	the	the	DET
issue-1182	181	13	student	student	NOUN
issue-1182	181	14	and	and	CCONJ
issue-1182	181	15	the	the	DET
issue-1182	181	16	service	service	NOUN
issue-1182	181	17	provider	provider	NOUN
issue-1182	181	18	.	.	PUNCT
issue-1182	182	1	during	during	ADP
issue-1182	182	2	high	high	ADJ
issue-1182	182	3	contact	contact	NOUN
issue-1182	182	4	ses	se	NOUN
issue-1182	182	5	,	,	PUNCT
issue-1182	182	6	students	student	NOUN
issue-1182	182	7	are	be	AUX
issue-1182	182	8	exposed	expose	VERB
issue-1182	182	9	to	to	ADP
issue-1182	182	10	physical	physical	ADJ
issue-1182	182	11	cues	cue	NOUN
issue-1182	182	12	about	about	ADP
issue-1182	182	13	the	the	DET
issue-1182	182	14	service	service	NOUN
issue-1182	182	15	provider	provider	NOUN
issue-1182	182	16	.	.	PUNCT
issue-1182	183	1	these	these	DET
issue-1182	183	2	cues	cue	NOUN
issue-1182	183	3	may	may	AUX
issue-1182	183	4	include	include	VERB
issue-1182	183	5	the	the	DET
issue-1182	183	6	appearance	appearance	NOUN
issue-1182	183	7	and	and	CCONJ
issue-1182	183	8	behaviour	behaviour	NOUN
issue-1182	183	9	of	of	ADP
issue-1182	183	10	employees	employee	NOUN
issue-1182	183	11	.	.	PUNCT
issue-1182	184	1	in	in	ADP
issue-1182	184	2	low	low	ADJ
issue-1182	184	3	contact	contact	NOUN
issue-1182	184	4	ses	se	NOUN
issue-1182	184	5	,	,	PUNCT
issue-1182	184	6	there	there	PRON
issue-1182	184	7	is	be	VERB
issue-1182	184	8	little	little	ADJ
issue-1182	184	9	and	and	CCONJ
issue-1182	184	10	,	,	PUNCT
issue-1182	184	11	in	in	ADP
issue-1182	184	12	some	some	DET
issue-1182	184	13	cases	case	NOUN
issue-1182	184	14	,	,	PUNCT
issue-1182	184	15	no	no	DET
issue-1182	184	16	contact	contact	NOUN
issue-1182	184	17	between	between	ADP
issue-1182	184	18	the	the	DET
issue-1182	184	19	student	student	NOUN
issue-1182	184	20	and	and	CCONJ
issue-1182	184	21	service	service	NOUN
issue-1182	184	22	provider	provider	NOUN
issue-1182	184	23	.	.	PUNCT
issue-1182	185	1	contact	contact	NOUN
issue-1182	185	2	is	be	AUX
issue-1182	185	3	done	do	VERB
issue-1182	185	4	through	through	ADP
issue-1182	185	5	equipment	equipment	NOUN
issue-1182	185	6	or	or	CCONJ
issue-1182	185	7	physical	physical	ADJ
issue-1182	185	8	distribution	distribution	NOUN
issue-1182	185	9	channels	channel	NOUN
issue-1182	185	10	.	.	PUNCT
issue-1182	186	1	recently	recently	ADV
issue-1182	186	2	,	,	PUNCT
issue-1182	186	3	most	most	ADJ
issue-1182	186	4	of	of	ADP
issue-1182	186	5	the	the	DET
issue-1182	186	6	services	service	NOUN
issue-1182	186	7	are	be	AUX
issue-1182	186	8	migrating	migrate	VERB
issue-1182	186	9	from	from	ADP
issue-1182	186	10	high	high	ADJ
issue-1182	186	11	to	to	ADP
issue-1182	186	12	low	low	ADJ
issue-1182	186	13	contact	contact	NOUN
issue-1182	186	14	because	because	SCONJ
issue-1182	186	15	,	,	PUNCT
issue-1182	186	16	in	in	ADP
issue-1182	186	17	the	the	DET
issue-1182	186	18	modern	modern	ADJ
issue-1182	186	19	era	era	NOUN
issue-1182	186	20	,	,	PUNCT
issue-1182	186	21	high	high	ADJ
issue-1182	186	22	contact	contact	NOUN
issue-1182	186	23	services	service	NOUN
issue-1182	186	24	are	be	AUX
issue-1182	186	25	regarded	regard	VERB
issue-1182	186	26	as	as	ADP
issue-1182	186	27	a	a	DET
issue-1182	186	28	recipe	recipe	NOUN
issue-1182	186	29	for	for	ADP
issue-1182	186	30	inconvenience	inconvenience	NOUN
issue-1182	186	31	(	(	PUNCT
issue-1182	186	32	wirtz	wirtz	PROPN
issue-1182	186	33	,	,	PUNCT
issue-1182	186	34	chew	chew	VERB
issue-1182	186	35	&	&	CCONJ
issue-1182	186	36	lovelock	lovelock	PROPN
issue-1182	186	37	2018	2018	NUM
issue-1182	186	38	)	)	PUNCT
issue-1182	186	39	.	.	PUNCT
issue-1182	187	1	3.3	3.3	NUM
issue-1182	187	2	what	what	PRON
issue-1182	187	3	are	be	AUX
issue-1182	187	4	the	the	DET
issue-1182	187	5	methods	method	NOUN
issue-1182	187	6	of	of	ADP
issue-1182	187	7	evaluating	evaluate	VERB
issue-1182	187	8	the	the	DET
issue-1182	187	9	service	service	NOUN
issue-1182	187	10	encounter	encounter	NOUN
issue-1182	187	11	there	there	PRON
issue-1182	187	12	are	be	VERB
issue-1182	187	13	several	several	ADJ
issue-1182	187	14	attributes	attribute	NOUN
issue-1182	187	15	used	use	VERB
issue-1182	187	16	to	to	PART
issue-1182	187	17	evaluate	evaluate	VERB
issue-1182	187	18	service	service	NOUN
issue-1182	187	19	encounter	encounter	NOUN
issue-1182	187	20	quality	quality	NOUN
issue-1182	187	21	.	.	PUNCT
issue-1182	188	1	for	for	ADP
issue-1182	188	2	instance	instance	NOUN
issue-1182	188	3	,	,	PUNCT
issue-1182	188	4	douglas	douglas	PROPN
issue-1182	188	5	,	,	PUNCT
issue-1182	188	6	douglas	douglas	PROPN
issue-1182	188	7	,	,	PUNCT
issue-1182	188	8	mcclelland	mcclelland	PROPN
issue-1182	188	9	,	,	PUNCT
issue-1182	188	10	and	and	CCONJ
issue-1182	188	11	davies	davy	NOUN
issue-1182	188	12	(	(	PUNCT
issue-1182	188	13	2015	2015	NUM
issue-1182	188	14	)	)	PUNCT
issue-1182	188	15	suggest	suggest	VERB
issue-1182	188	16	that	that	SCONJ
issue-1182	188	17	the	the	DET
issue-1182	188	18	key	key	ADJ
issue-1182	188	19	determinant	determinant	NOUN
issue-1182	188	20	of	of	ADP
issue-1182	188	21	quality	quality	NOUN
issue-1182	188	22	is	be	AUX
issue-1182	188	23	access	access	NOUN
issue-1182	188	24	,	,	PUNCT
issue-1182	188	25	attentiveness	attentiveness	NOUN
issue-1182	188	26	,	,	PUNCT
issue-1182	188	27	availability	availability	NOUN
issue-1182	188	28	and	and	CCONJ
issue-1182	188	29	communication	communication	NOUN
issue-1182	188	30	.	.	PUNCT
issue-1182	189	1	access	access	NOUN
issue-1182	189	2	encompasses	encompass	VERB
issue-1182	189	3	service	service	NOUN
issue-1182	189	4	location	location	NOUN
issue-1182	189	5	,	,	PUNCT
issue-1182	189	6	ease	ease	NOUN
issue-1182	189	7	of	of	ADP
issue-1182	189	8	the	the	DET
issue-1182	189	9	environment	environment	NOUN
issue-1182	189	10	and	and	CCONJ
issue-1182	189	11	contact	contact	NOUN
issue-1182	189	12	with	with	ADP
issue-1182	189	13	university	university	NOUN
issue-1182	189	14	staff	staff	NOUN
issue-1182	189	15	.	.	PUNCT
issue-1182	190	1	attentiveness	attentiveness	NOUN
issue-1182	190	2	encompasses	encompass	VERB
issue-1182	190	3	staff	staff	NOUN
issue-1182	190	4	willingness	willingness	NOUN
issue-1182	190	5	to	to	PART
issue-1182	190	6	help	help	VERB
issue-1182	190	7	or	or	CCONJ
issue-1182	190	8	assist	assist	VERB
issue-1182	190	9	a	a	DET
issue-1182	190	10	student	student	NOUN
issue-1182	190	11	by	by	ADP
issue-1182	190	12	providing	provide	VERB
issue-1182	190	13	the	the	DET
issue-1182	190	14	necessary	necessary	ADJ
issue-1182	190	15	support	support	NOUN
issue-1182	190	16	.	.	PUNCT
issue-1182	191	1	availability	availability	NOUN
issue-1182	191	2	refers	refer	VERB
issue-1182	191	3	to	to	ADP
issue-1182	191	4	staff	staff	NOUN
issue-1182	191	5	dedication	dedication	NOUN
issue-1182	191	6	in	in	ADP
issue-1182	191	7	terms	term	NOUN
issue-1182	191	8	of	of	ADP
issue-1182	191	9	the	the	DET
issue-1182	191	10	time	time	NOUN
issue-1182	191	11	they	they	PRON
issue-1182	191	12	can	can	AUX
issue-1182	191	13	give	give	VERB
issue-1182	191	14	and	and	CCONJ
issue-1182	191	15	listen	listen	VERB
issue-1182	191	16	to	to	ADP
issue-1182	191	17	students	student	NOUN
issue-1182	191	18	,	,	PUNCT
issue-1182	191	19	whereas	whereas	SCONJ
issue-1182	191	20	communication	communication	NOUN
issue-1182	191	21	is	be	AUX
issue-1182	191	22	the	the	DET
issue-1182	191	23	ability	ability	NOUN
issue-1182	191	24	of	of	ADP
issue-1182	191	25	the	the	DET
issue-1182	191	26	university	university	NOUN
issue-1182	191	27	to	to	PART
issue-1182	191	28	engage	engage	VERB
issue-1182	191	29	with	with	ADP
issue-1182	191	30	students	student	NOUN
issue-1182	191	31	using	use	VERB
issue-1182	191	32	the	the	DET
issue-1182	191	33	medium	medium	ADJ
issue-1182	191	34	or	or	CCONJ
issue-1182	191	35	language	language	NOUN
issue-1182	191	36	they	they	PRON
issue-1182	191	37	understand	understand	VERB
issue-1182	191	38	.	.	PUNCT
issue-1182	192	1	it	it	PRON
issue-1182	192	2	encompasses	encompass	VERB
issue-1182	192	3	things	thing	NOUN
issue-1182	192	4	such	such	ADJ
issue-1182	192	5	as	as	ADP
issue-1182	192	6	lecturers	lecturer	NOUN
issue-1182	192	7	’	’	PART
issue-1182	192	8	communication	communication	NOUN
issue-1182	192	9	when	when	SCONJ
issue-1182	192	10	classes	class	NOUN
issue-1182	192	11	are	be	AUX
issue-1182	192	12	cancelled	cancel	VERB
issue-1182	192	13	,	,	PUNCT
issue-1182	192	14	providing	provide	VERB
issue-1182	192	15	feedback	feedback	NOUN
issue-1182	192	16	on	on	ADP
issue-1182	192	17	modules	module	NOUN
issue-1182	192	18	and	and	CCONJ
issue-1182	192	19	supervision	supervision	NOUN
issue-1182	192	20	of	of	ADP
issue-1182	192	21	students	student	NOUN
issue-1182	192	22	.	.	PUNCT
issue-1182	193	1	students	student	NOUN
issue-1182	193	2	have	have	VERB
issue-1182	193	3	some	some	DET
issue-1182	193	4	expectations	expectation	NOUN
issue-1182	193	5	which	which	PRON
issue-1182	193	6	,	,	PUNCT
issue-1182	193	7	at	at	ADP
issue-1182	193	8	a	a	DET
issue-1182	193	9	minimum	minimum	NOUN
issue-1182	193	10	,	,	PUNCT
issue-1182	193	11	mus	mus	PROPN
issue-1182	193	12	t	t	PROPN
issue-1182	193	13	be	be	AUX
issue-1182	193	14	met	meet	VERB
issue-1182	193	15	by	by	ADP
issue-1182	193	16	the	the	DET
issue-1182	193	17	institution	institution	NOUN
issue-1182	193	18	.	.	PUNCT
issue-1182	194	1	however	however	ADV
issue-1182	194	2	,	,	PUNCT
issue-1182	194	3	when	when	SCONJ
issue-1182	194	4	faculty	faculty	NOUN
issue-1182	194	5	members	member	NOUN
issue-1182	194	6	are	be	AUX
issue-1182	194	7	late	late	ADJ
issue-1182	194	8	for	for	ADP
issue-1182	194	9	classes	class	NOUN
issue-1182	194	10	,	,	PUNCT
issue-1182	194	11	do	do	AUX
issue-1182	194	12	not	not	PART
issue-1182	194	13	interact	interact	VERB
issue-1182	194	14	with	with	ADP
issue-1182	194	15	students	student	NOUN
issue-1182	194	16	,	,	PUNCT
issue-1182	194	17	have	have	VERB
issue-1182	194	18	ambiguous	ambiguous	ADJ
issue-1182	194	19	or	or	CCONJ
issue-1182	194	20	unfair	unfair	ADJ
issue-1182	194	21	policies	policy	NOUN
issue-1182	194	22	,	,	PUNCT
issue-1182	194	23	the	the	DET
issue-1182	194	24	overall	overall	ADJ
issue-1182	194	25	classroom	classroom	NOUN
issue-1182	194	26	experience	experience	NOUN
issue-1182	194	27	becomes	become	VERB
issue-1182	194	28	distracted	distracted	ADJ
issue-1182	194	29	.	.	PUNCT
issue-1182	195	1	consequently	consequently	ADV
issue-1182	195	2	,	,	PUNCT
issue-1182	195	3	the	the	DET
issue-1182	195	4	faculty	faculty	NOUN
issue-1182	195	5	must	must	AUX
issue-1182	195	6	set	set	VERB
issue-1182	195	7	standards	standard	NOUN
issue-1182	195	8	that	that	PRON
issue-1182	195	9	must	must	AUX
issue-1182	195	10	be	be	AUX
issue-1182	195	11	adhered	adhere	VERB
issue-1182	195	12	to	to	ADP
issue-1182	195	13	by	by	ADP
issue-1182	195	14	its	its	PRON
issue-1182	195	15	members	member	NOUN
issue-1182	195	16	(	(	PUNCT
issue-1182	195	17	hoffman	hoffman	PROPN
issue-1182	195	18	&	&	CCONJ
issue-1182	195	19	lee	lee	PROPN
issue-1182	195	20	,	,	PUNCT
issue-1182	195	21	2015	2015	NUM
issue-1182	195	22	)	)	PUNCT
issue-1182	195	23	.	.	PUNCT
issue-1182	196	1	students	student	NOUN
issue-1182	196	2	as	as	ADP
issue-1182	196	3	customers	customer	NOUN
issue-1182	196	4	of	of	ADP
issue-1182	196	5	the	the	DET
issue-1182	196	6	university	university	NOUN
issue-1182	196	7	approach	approach	NOUN
issue-1182	196	8	the	the	DET
issue-1182	196	9	se	se	PROPN
issue-1182	196	10	with	with	ADP
issue-1182	196	11	different	different	ADJ
issue-1182	196	12	forms	form	NOUN
issue-1182	196	13	of	of	ADP
issue-1182	196	14	expectation	expectation	NOUN
issue-1182	196	15	,	,	PUNCT
issue-1182	196	16	ranging	range	VERB
issue-1182	196	17	from	from	ADP
issue-1182	196	18	unfamiliar	unfamiliar	ADJ
issue-1182	196	19	situations	situation	NOUN
issue-1182	196	20	that	that	PRON
issue-1182	196	21	are	be	AUX
issue-1182	196	22	not	not	PART
issue-1182	196	23	well	well	ADV
issue-1182	196	24	defined	define	VERB
issue-1182	196	25	to	to	ADP
issue-1182	196	26	well	well	ADV
issue-1182	196	27	-	-	PUNCT
issue-1182	196	28	defined	define	VERB
issue-1182	196	29	familiar	familiar	ADJ
issue-1182	196	30	ones	one	NOUN
issue-1182	196	31	.	.	PUNCT
issue-1182	197	1	what	what	PRON
issue-1182	197	2	is	be	AUX
issue-1182	197	3	critical	critical	ADJ
issue-1182	197	4	for	for	SCONJ
issue-1182	197	5	service	service	NOUN
issue-1182	197	6	providers	provider	NOUN
issue-1182	197	7	to	to	PART
issue-1182	197	8	know	know	VERB
issue-1182	197	9	is	be	AUX
issue-1182	197	10	that	that	SCONJ
issue-1182	197	11	whether	whether	SCONJ
issue-1182	197	12	expectations	expectation	NOUN
issue-1182	197	13	are	be	AUX
issue-1182	197	14	met	meet	VERB
issue-1182	197	15	or	or	CCONJ
issue-1182	197	16	not	not	PART
issue-1182	197	17	will	will	AUX
issue-1182	197	18	have	have	VERB
issue-1182	197	19	an	an	DET
issue-1182	197	20	impact	impact	NOUN
issue-1182	197	21	on	on	ADP
issue-1182	197	22	the	the	DET
issue-1182	197	23	perceived	perceive	VERB
issue-1182	197	24	quality	quality	NOUN
issue-1182	197	25	of	of	ADP
issue-1182	197	26	service	service	NOUN
issue-1182	197	27	.	.	PUNCT
issue-1182	198	1	the	the	DET
issue-1182	198	2	majority	majority	NOUN
issue-1182	198	3	of	of	ADP
issue-1182	198	4	ses	se	NOUN
issue-1182	198	5	require	require	VERB
issue-1182	198	6	close	close	ADJ
issue-1182	198	7	interaction	interaction	NOUN
issue-1182	198	8	between	between	ADP
issue-1182	198	9	a	a	DET
issue-1182	198	10	service	service	NOUN
issue-1182	198	11	provider	provider	NOUN
issue-1182	198	12	and	and	CCONJ
issue-1182	198	13	the	the	DET
issue-1182	198	14	consumer	consumer	NOUN
issue-1182	198	15	.	.	PUNCT
issue-1182	199	1	to	to	PART
issue-1182	199	2	determine	determine	VERB
issue-1182	199	3	whether	whether	SCONJ
issue-1182	199	4	the	the	DET
issue-1182	199	5	interaction	interaction	NOUN
issue-1182	199	6	was	be	AUX
issue-1182	199	7	satisfactory	satisfactory	ADJ
issue-1182	199	8	or	or	CCONJ
issue-1182	199	9	not	not	PART
issue-1182	199	10	depends	depend	VERB
issue-1182	199	11	on	on	ADP
issue-1182	199	12	several	several	ADJ
issue-1182	199	13	factors	factor	NOUN
issue-1182	199	14	such	such	ADJ
issue-1182	199	15	as	as	ADP
issue-1182	199	16	the	the	DET
issue-1182	199	17	appearance	appearance	NOUN
issue-1182	199	18	of	of	ADP
issue-1182	199	19	the	the	DET
issue-1182	199	20	faculty	faculty	NOUN
issue-1182	199	21	member	member	NOUN
issue-1182	199	22	and	and	CCONJ
issue-1182	199	23	his	his	PRON
issue-1182	199	24	or	or	CCONJ
issue-1182	199	25	her	her	PRON
issue-1182	199	26	perceived	perceive	VERB
issue-1182	199	27	level	level	NOUN
issue-1182	199	28	of	of	ADP
issue-1182	199	29	competence	competence	NOUN
issue-1182	199	30	.	.	PUNCT
issue-1182	200	1	although	although	SCONJ
issue-1182	200	2	the	the	DET
issue-1182	200	3	factors	factor	NOUN
issue-1182	200	4	raised	raise	VERB
issue-1182	200	5	may	may	AUX
issue-1182	200	6	contribute	contribute	VERB
issue-1182	200	7	to	to	ADP
issue-1182	200	8	service	service	NOUN
issue-1182	200	9	heterogeneity	heterogeneity	NOUN
issue-1182	200	10	and	and	CCONJ
issue-1182	200	11	variability	variability	NOUN
issue-1182	200	12	,	,	PUNCT
issue-1182	200	13	they	they	PRON
issue-1182	200	14	are	be	AUX
issue-1182	200	15	difficult	difficult	ADJ
issue-1182	200	16	to	to	PART
issue-1182	200	17	control	control	VERB
issue-1182	200	18	(	(	PUNCT
issue-1182	200	19	rasli	rasli	VERB
issue-1182	200	20	,	,	PUNCT
issue-1182	200	21	danjuma	danjuma	ADV
issue-1182	200	22	,	,	PUNCT
issue-1182	200	23	yew	yew	PROPN
issue-1182	200	24	&	&	CCONJ
issue-1182	200	25	igbal	igbal	PROPN
issue-1182	200	26	,	,	PUNCT
issue-1182	200	27	2011	2011	NUM
issue-1182	200	28	)	)	PUNCT
issue-1182	200	29	.	.	PUNCT
issue-1182	201	1	boshoff	boshoff	PROPN
issue-1182	201	2	(	(	PUNCT
issue-1182	201	3	2017	2017	NUM
issue-1182	201	4	)	)	PUNCT
issue-1182	201	5	believes	believe	VERB
issue-1182	201	6	that	that	SCONJ
issue-1182	201	7	regardless	regardless	ADV
issue-1182	201	8	of	of	ADP
issue-1182	201	9	the	the	DET
issue-1182	201	10	facial	facial	ADJ
issue-1182	201	11	features	feature	NOUN
issue-1182	201	12	of	of	ADP
issue-1182	201	13	service	service	NOUN
issue-1182	201	14	employees	employee	NOUN
issue-1182	201	15	,	,	PUNCT
issue-1182	201	16	their	their	PRON
issue-1182	201	17	appearance	appearance	NOUN
issue-1182	201	18	should	should	AUX
issue-1182	201	19	not	not	PART
issue-1182	201	20	be	be	AUX
issue-1182	201	21	overlooked	overlook	VERB
issue-1182	201	22	.	.	PUNCT
issue-1182	202	1	the	the	DET
issue-1182	202	2	university	university	NOUN
issue-1182	202	3	employees	employee	NOUN
issue-1182	202	4	,	,	PUNCT
issue-1182	202	5	such	such	ADJ
issue-1182	202	6	as	as	ADP
issue-1182	202	7	lecturers	lecturer	NOUN
issue-1182	202	8	physical	physical	ADJ
issue-1182	202	9	appearance	appearance	NOUN
issue-1182	202	10	must	must	AUX
issue-1182	202	11	reflect	reflect	VERB
issue-1182	202	12	respect	respect	NOUN
issue-1182	202	13	for	for	ADP
issue-1182	202	14	themselves	themselves	PRON
issue-1182	202	15	and	and	CCONJ
issue-1182	202	16	their	their	PRON
issue-1182	202	17	students	student	NOUN
issue-1182	202	18	.	.	PUNCT
issue-1182	203	1	thus	thus	ADV
issue-1182	203	2	,	,	PUNCT
issue-1182	203	3	there	there	PRON
issue-1182	203	4	is	be	VERB
issue-1182	203	5	a	a	DET
issue-1182	203	6	need	need	NOUN
issue-1182	203	7	for	for	ADP
issue-1182	203	8	proper	proper	ADJ
issue-1182	203	9	grooming	grooming	NOUN
issue-1182	203	10	and	and	CCONJ
issue-1182	203	11	a	a	DET
issue-1182	203	12	professional	professional	ADJ
issue-1182	203	13	dress	dress	NOUN
issue-1182	203	14	code	code	NOUN
issue-1182	203	15	that	that	PRON
issue-1182	203	16	portrays	portray	VERB
issue-1182	203	17	them	they	PRON
issue-1182	203	18	as	as	ADP
issue-1182	203	19	‘	'	PUNCT
issue-1182	203	20	professional	professional	ADJ
issue-1182	203	21	’	'	PUNCT
issue-1182	203	22	rather	rather	ADV
issue-1182	203	23	than	than	ADP
issue-1182	203	24	‘	'	PUNCT
issue-1182	203	25	sexy	sexy	ADJ
issue-1182	203	26	’	'	PUNCT
issue-1182	203	27	.	.	PUNCT
issue-1182	204	1	service	service	NOUN
issue-1182	204	2	quality	quality	NOUN
issue-1182	204	3	is	be	AUX
issue-1182	204	4	largely	largely	ADV
issue-1182	204	5	dependent	dependent	ADJ
issue-1182	204	6	on	on	ADP
issue-1182	204	7	the	the	DET
issue-1182	204	8	perception	perception	NOUN
issue-1182	204	9	of	of	ADP
issue-1182	204	10	students	student	NOUN
issue-1182	204	11	based	base	VERB
issue-1182	204	12	on	on	ADP
issue-1182	204	13	their	their	PRON
issue-1182	204	14	se	se	PROPN
issue-1182	204	15	experience	experience	NOUN
issue-1182	204	16	.	.	PUNCT
issue-1182	205	1	when	when	SCONJ
issue-1182	205	2	student	student	NOUN
issue-1182	205	3	expectations	expectation	NOUN
issue-1182	205	4	are	be	AUX
issue-1182	205	5	high	high	ADJ
issue-1182	205	6	,	,	PUNCT
issue-1182	205	7	the	the	DET
issue-1182	205	8	level	level	NOUN
issue-1182	205	9	of	of	ADP
issue-1182	205	10	tolerance	tolerance	NOUN
issue-1182	205	11	for	for	ADP
issue-1182	205	12	service	service	NOUN
issue-1182	205	13	failure	failure	NOUN
issue-1182	205	14	is	be	AUX
issue-1182	205	15	low	low	ADJ
issue-1182	205	16	.	.	PUNCT
issue-1182	206	1	however	however	ADV
issue-1182	206	2	,	,	PUNCT
issue-1182	206	3	universities	university	NOUN
issue-1182	206	4	can	can	AUX
issue-1182	206	5	modify	modify	VERB
issue-1182	206	6	student	student	NOUN
issue-1182	206	7	expectations	expectation	NOUN
issue-1182	206	8	by	by	ADP
issue-1182	206	9	offering	offer	VERB
issue-1182	206	10	different	different	ADJ
issue-1182	206	11	choices	choice	NOUN
issue-1182	206	12	to	to	ADP
issue-1182	206	13	them	they	PRON
issue-1182	206	14	.	.	PUNCT
issue-1182	207	1	what	what	PRON
issue-1182	207	2	is	be	AUX
issue-1182	207	3	critical	critical	ADJ
issue-1182	207	4	to	to	PART
issue-1182	207	5	offset	offset	VERB
issue-1182	207	6	any	any	DET
issue-1182	207	7	negative	negative	ADJ
issue-1182	207	8	perception	perception	NOUN
issue-1182	207	9	regarding	regard	VERB
issue-1182	207	10	the	the	DET
issue-1182	207	11	service	service	NOUN
issue-1182	207	12	being	be	AUX
issue-1182	207	13	offered	offer	VERB
issue-1182	207	14	is	be	AUX
issue-1182	207	15	that	that	SCONJ
issue-1182	207	16	the	the	DET
issue-1182	207	17	support	support	NOUN
issue-1182	207	18	services	service	NOUN
issue-1182	207	19	and	and	CCONJ
issue-1182	207	20	facilities	facility	NOUN
issue-1182	207	21	should	should	AUX
issue-1182	207	22	play	play	VERB
issue-1182	207	23	a	a	DET
issue-1182	207	24	very	very	ADV
issue-1182	207	25	important	important	ADJ
issue-1182	207	26	role	role	NOUN
issue-1182	207	27	in	in	ADP
issue-1182	207	28	contributing	contribute	VERB
issue-1182	207	29	to	to	ADP
issue-1182	207	30	overall	overall	ADJ
issue-1182	207	31	service	service	NOUN
issue-1182	207	32	quality	quality	NOUN
issue-1182	207	33	in	in	ADP
issue-1182	207	34	higher	high	ADJ
issue-1182	207	35	education	education	NOUN
issue-1182	207	36	and	and	CCONJ
issue-1182	207	37	not	not	PART
issue-1182	207	38	only	only	ADV
issue-1182	207	39	focus	focus	VERB
issue-1182	207	40	on	on	ADP
issue-1182	207	41	academic	academic	ADJ
issue-1182	207	42	excellence	excellence	NOUN
issue-1182	207	43	alone	alone	ADV
issue-1182	207	44	(	(	PUNCT
issue-1182	207	45	yeo	yeo	PROPN
issue-1182	207	46	&	&	CCONJ
issue-1182	207	47	li	li	PROPN
issue-1182	207	48	,	,	PUNCT
issue-1182	207	49	2014	2014	NUM
issue-1182	207	50	)	)	PUNCT
issue-1182	207	51	.	.	PUNCT
issue-1182	208	1	baltic	baltic	PROPN
issue-1182	208	2	journal	journal	PROPN
issue-1182	208	3	of	of	ADP
issue-1182	208	4	economic	economic	ADJ
issue-1182	208	5	studies	study	NOUN
issue-1182	208	6	26	26	NUM
issue-1182	208	7	vol	vol	NOUN
issue-1182	208	8	.	.	PROPN
issue-1182	209	1	7	7	NUM
issue-1182	209	2	no	no	NOUN
issue-1182	209	3	.	.	NOUN
issue-1182	210	1	3	3	NUM
issue-1182	210	2	,	,	PUNCT
issue-1182	210	3	2021	2021	NUM
issue-1182	210	4	according	accord	VERB
issue-1182	210	5	to	to	ADP
issue-1182	210	6	brochado	brochado	NOUN
issue-1182	210	7	(	(	PUNCT
issue-1182	210	8	2009	2009	NUM
issue-1182	210	9	)	)	PUNCT
issue-1182	210	10	,	,	PUNCT
issue-1182	210	11	the	the	DET
issue-1182	210	12	evaluation	evaluation	NOUN
issue-1182	210	13	of	of	ADP
issue-1182	210	14	the	the	DET
issue-1182	210	15	se	se	PROPN
issue-1182	210	16	requires	require	VERB
issue-1182	210	17	one	one	NUM
issue-1182	210	18	to	to	PART
issue-1182	210	19	determine	determine	VERB
issue-1182	210	20	service	service	NOUN
issue-1182	210	21	quality	quality	NOUN
issue-1182	210	22	such	such	ADJ
issue-1182	210	23	that	that	SCONJ
issue-1182	210	24	the	the	DET
issue-1182	210	25	instruments	instrument	NOUN
issue-1182	210	26	used	use	VERB
issue-1182	210	27	to	to	PART
issue-1182	210	28	evaluate	evaluate	VERB
issue-1182	210	29	the	the	DET
issue-1182	210	30	se	se	PROPN
issue-1182	210	31	are	be	AUX
issue-1182	210	32	similar	similar	ADJ
issue-1182	210	33	to	to	ADP
issue-1182	210	34	the	the	DET
issue-1182	210	35	ones	one	NOUN
issue-1182	210	36	used	use	VERB
issue-1182	210	37	to	to	PART
issue-1182	210	38	measure	measure	VERB
issue-1182	210	39	service	service	NOUN
issue-1182	210	40	quality	quality	NOUN
issue-1182	210	41	.	.	PUNCT
issue-1182	211	1	thus	thus	ADV
issue-1182	211	2	,	,	PUNCT
issue-1182	211	3	ses	se	NOUN
issue-1182	211	4	that	that	PRON
issue-1182	211	5	are	be	AUX
issue-1182	211	6	properly	properly	ADV
issue-1182	211	7	managed	manage	VERB
issue-1182	211	8	enhance	enhance	NOUN
issue-1182	211	9	customers	customer	NOUN
issue-1182	211	10	’	’	PART
issue-1182	211	11	perception	perception	NOUN
issue-1182	211	12	of	of	ADP
issue-1182	211	13	service	service	NOUN
issue-1182	211	14	quality	quality	NOUN
issue-1182	211	15	.	.	PUNCT
issue-1182	212	1	according	accord	VERB
issue-1182	212	2	to	to	ADP
issue-1182	212	3	bitner	bitner	NOUN
issue-1182	212	4	(	(	PUNCT
issue-1182	212	5	1994	1994	NUM
issue-1182	212	6	)	)	PUNCT
issue-1182	212	7	,	,	PUNCT
issue-1182	212	8	evidence	evidence	NOUN
issue-1182	212	9	of	of	ADP
issue-1182	212	10	service	service	NOUN
issue-1182	212	11	quality	quality	NOUN
issue-1182	212	12	occurs	occur	VERB
issue-1182	212	13	during	during	ADP
issue-1182	212	14	the	the	DET
issue-1182	212	15	service	service	NOUN
issue-1182	212	16	encounter	encounter	NOUN
issue-1182	212	17	.	.	PUNCT
issue-1182	213	1	previous	previous	ADJ
issue-1182	213	2	research	research	NOUN
issue-1182	213	3	on	on	ADP
issue-1182	213	4	the	the	DET
issue-1182	213	5	se	se	PROPN
issue-1182	213	6	has	have	AUX
issue-1182	213	7	been	be	AUX
issue-1182	213	8	conducted	conduct	VERB
issue-1182	213	9	in	in	ADP
issue-1182	213	10	different	different	ADJ
issue-1182	213	11	sectors	sector	NOUN
issue-1182	213	12	of	of	ADP
issue-1182	213	13	the	the	DET
issue-1182	213	14	economy	economy	NOUN
issue-1182	213	15	using	use	VERB
issue-1182	213	16	various	various	ADJ
issue-1182	213	17	research	research	NOUN
issue-1182	213	18	instruments	instrument	NOUN
issue-1182	213	19	and	and	CCONJ
issue-1182	213	20	methods	method	NOUN
issue-1182	213	21	of	of	ADP
issue-1182	213	22	evaluation	evaluation	NOUN
issue-1182	213	23	.	.	PUNCT
issue-1182	214	1	for	for	ADP
issue-1182	214	2	instance	instance	NOUN
issue-1182	214	3	,	,	PUNCT
issue-1182	214	4	tan	tan	PROPN
issue-1182	214	5	(	(	PUNCT
issue-1182	214	6	2012	2012	NUM
issue-1182	214	7	)	)	PUNCT
issue-1182	215	1	and	and	CCONJ
issue-1182	215	2	alexiadou	alexiadou	NOUN
issue-1182	215	3	evaluated	evaluate	VERB
issue-1182	215	4	ses	se	NOUN
issue-1182	215	5	using	use	VERB
issue-1182	215	6	the	the	DET
issue-1182	215	7	servperf	servperf	NOUN
issue-1182	215	8	instrument	instrument	NOUN
issue-1182	215	9	developed	develop	VERB
issue-1182	215	10	by	by	ADP
issue-1182	215	11	cronin	cronin	PROPN
issue-1182	215	12	and	and	CCONJ
issue-1182	215	13	taylor	taylor	PROPN
issue-1182	215	14	(	(	PUNCT
issue-1182	215	15	1992	1992	NUM
issue-1182	215	16	)	)	PUNCT
issue-1182	215	17	.	.	PUNCT
issue-1182	216	1	similar	similar	ADJ
issue-1182	216	2	studies	study	NOUN
issue-1182	216	3	have	have	AUX
issue-1182	216	4	also	also	ADV
issue-1182	216	5	been	be	AUX
issue-1182	216	6	conducted	conduct	VERB
issue-1182	216	7	by	by	ADP
issue-1182	216	8	durvasula	durvasula	PROPN
issue-1182	216	9	et	et	PROPN
issue-1182	216	10	al	al	PROPN
issue-1182	216	11	.	.	PROPN
issue-1182	216	12	,	,	PUNCT
issue-1182	216	13	(	(	PUNCT
issue-1182	216	14	2005	2005	NUM
issue-1182	216	15	)	)	PUNCT
issue-1182	216	16	using	use	VERB
issue-1182	216	17	the	the	DET
issue-1182	216	18	servqual	servqual	ADJ
issue-1182	216	19	which	which	PRON
issue-1182	216	20	was	be	AUX
issue-1182	216	21	developed	develop	VERB
issue-1182	216	22	by	by	ADP
issue-1182	216	23	parasuraman	parasuraman	NOUN
issue-1182	216	24	(	(	PUNCT
issue-1182	216	25	1991	1991	NUM
issue-1182	216	26	,	,	PUNCT
issue-1182	216	27	1988	1988	NUM
issue-1182	216	28	)	)	PUNCT
issue-1182	216	29	.	.	PUNCT
issue-1182	217	1	bitner	bitner	PROPN
issue-1182	217	2	et	et	PROPN
issue-1182	217	3	al	al	PROPN
issue-1182	217	4	,	,	PUNCT
issue-1182	217	5	(	(	PUNCT
issue-1182	217	6	1990	1990	NUM
issue-1182	217	7	)	)	PUNCT
issue-1182	217	8	evaluated	evaluate	VERB
issue-1182	217	9	service	service	NOUN
issue-1182	217	10	encounters	encounter	NOUN
issue-1182	217	11	using	use	VERB
issue-1182	217	12	the	the	DET
issue-1182	217	13	critical	critical	ADJ
issue-1182	217	14	incident	incident	NOUN
issue-1182	217	15	technique	technique	NOUN
issue-1182	217	16	(	(	PUNCT
issue-1182	217	17	cit	cit	PROPN
issue-1182	217	18	)	)	PUNCT
issue-1182	217	19	.	.	PUNCT
issue-1182	218	1	this	this	PRON
issue-1182	218	2	is	be	AUX
issue-1182	218	3	one	one	NUM
issue-1182	218	4	of	of	ADP
issue-1182	218	5	the	the	DET
issue-1182	218	6	groundbreaking	groundbreake	VERB
issue-1182	218	7	studies	study	NOUN
issue-1182	218	8	on	on	ADP
issue-1182	218	9	the	the	DET
issue-1182	218	10	se	se	PROPN
issue-1182	218	11	which	which	PRON
issue-1182	218	12	relies	rely	VERB
issue-1182	218	13	on	on	ADP
issue-1182	218	14	the	the	DET
issue-1182	218	15	recall	recall	NOUN
issue-1182	218	16	of	of	ADP
issue-1182	218	17	memorable	memorable	ADJ
issue-1182	218	18	se	se	ADJ
issue-1182	218	19	events	event	NOUN
issue-1182	218	20	or	or	CCONJ
issue-1182	218	21	scenarios	scenario	NOUN
issue-1182	218	22	.	.	PUNCT
issue-1182	219	1	another	another	DET
issue-1182	219	2	instrument	instrument	NOUN
issue-1182	219	3	that	that	PRON
issue-1182	219	4	has	have	AUX
issue-1182	219	5	specifically	specifically	ADV
issue-1182	219	6	been	be	AUX
issue-1182	219	7	used	use	VERB
issue-1182	219	8	to	to	PART
issue-1182	219	9	evaluate	evaluate	VERB
issue-1182	219	10	service	service	NOUN
issue-1182	219	11	encounter	encounter	NOUN
issue-1182	219	12	quality	quality	NOUN
issue-1182	219	13	in	in	ADP
issue-1182	219	14	the	the	DET
issue-1182	219	15	higher	high	ADJ
issue-1182	219	16	education	education	NOUN
issue-1182	219	17	sector	sector	NOUN
issue-1182	219	18	is	be	AUX
issue-1182	219	19	the	the	DET
issue-1182	219	20	herdperf	herdperf	NOUN
issue-1182	219	21	(	(	PUNCT
issue-1182	219	22	fridaus	fridaus	X
issue-1182	219	23	,	,	PUNCT
issue-1182	219	24	2005	2005	NUM
issue-1182	219	25	;	;	PUNCT
issue-1182	219	26	2006	2006	NUM
issue-1182	219	27	)	)	PUNCT
issue-1182	219	28	.	.	PUNCT
issue-1182	220	1	also	also	ADV
issue-1182	220	2	,	,	PUNCT
issue-1182	220	3	smith	smith	PROPN
issue-1182	220	4	et	et	PROPN
issue-1182	220	5	al	al	PROPN
issue-1182	220	6	.	.	PROPN
issue-1182	220	7	,	,	PUNCT
issue-1182	220	8	(	(	PUNCT
issue-1182	220	9	1999	1999	NUM
issue-1182	220	10	)	)	PUNCT
issue-1182	220	11	evaluated	evaluate	VERB
issue-1182	220	12	service	service	NOUN
issue-1182	220	13	encounters	encounter	NOUN
issue-1182	220	14	using	use	VERB
issue-1182	220	15	an	an	DET
issue-1182	220	16	experimental	experimental	ADJ
issue-1182	220	17	design	design	NOUN
issue-1182	220	18	and	and	CCONJ
issue-1182	220	19	12	12	NUM
issue-1182	220	20	items	item	NOUN
issue-1182	220	21	scale	scale	NOUN
issue-1182	220	22	questionnaire	questionnaire	NOUN
issue-1182	220	23	.	.	PUNCT
issue-1182	221	1	other	other	ADJ
issue-1182	221	2	studies	study	NOUN
issue-1182	221	3	that	that	PRON
issue-1182	221	4	evaluated	evaluate	VERB
issue-1182	221	5	the	the	DET
issue-1182	221	6	service	service	NOUN
issue-1182	221	7	encounter	encounter	NOUN
issue-1182	221	8	used	use	VERB
issue-1182	221	9	21	21	NUM
issue-1182	221	10	items	item	NOUN
issue-1182	221	11	scale	scale	NOUN
issue-1182	221	12	questionnaire	questionnaire	NOUN
issue-1182	221	13	(	(	PUNCT
issue-1182	221	14	yazdanpanah	yazdanpanah	NOUN
issue-1182	221	15	et	et	PROPN
issue-1182	221	16	al	al	PROPN
issue-1182	221	17	.	.	PROPN
issue-1182	221	18	,	,	PUNCT
issue-1182	221	19	2013	2013	NUM
issue-1182	221	20	)	)	PUNCT
issue-1182	221	21	,	,	PUNCT
issue-1182	221	22	the	the	DET
issue-1182	221	23	website	website	NOUN
issue-1182	221	24	qem	qem	NOUN
issue-1182	221	25	(	(	PUNCT
issue-1182	221	26	migdadi	migdadi	NOUN
issue-1182	221	27	,	,	PUNCT
issue-1182	221	28	2008	2008	NUM
issue-1182	221	29	)	)	PUNCT
issue-1182	221	30	and	and	CCONJ
issue-1182	221	31	a	a	DET
issue-1182	221	32	27	27	NUM
issue-1182	221	33	items	item	NOUN
issue-1182	221	34	scale	scale	NOUN
issue-1182	221	35	questionnaire	questionnaire	NOUN
issue-1182	221	36	(	(	PUNCT
issue-1182	221	37	azza	azza	NOUN
issue-1182	221	38	&	&	CCONJ
issue-1182	221	39	norchene	norchene	PROPN
issue-1182	221	40	,	,	PUNCT
issue-1182	221	41	2017	2017	NUM
issue-1182	221	42	)	)	PUNCT
issue-1182	221	43	.	.	PUNCT
issue-1182	222	1	table	table	NOUN
issue-1182	222	2	3	3	NUM
issue-1182	222	3	shows	show	VERB
issue-1182	222	4	the	the	DET
issue-1182	222	5	se	se	PROPN
issue-1182	222	6	methods	method	NOUN
issue-1182	222	7	of	of	ADP
issue-1182	222	8	evaluation	evaluation	NOUN
issue-1182	222	9	and	and	CCONJ
issue-1182	222	10	these	these	PRON
issue-1182	222	11	are	be	AUX
issue-1182	222	12	related	relate	VERB
issue-1182	222	13	to	to	ADP
issue-1182	222	14	research	research	NOUN
issue-1182	222	15	question	question	NOUN
issue-1182	222	16	number	number	NOUN
issue-1182	222	17	4	4	NUM
issue-1182	222	18	.	.	NOUN
issue-1182	222	19	4	4	NUM
issue-1182	222	20	.	.	X
issue-1182	222	21	conclusion	conclusion	NOUN
issue-1182	222	22	in	in	ADP
issue-1182	222	23	this	this	DET
issue-1182	222	24	paper	paper	NOUN
issue-1182	222	25	,	,	PUNCT
issue-1182	222	26	the	the	DET
issue-1182	222	27	se	se	PROPN
issue-1182	222	28	has	have	AUX
issue-1182	222	29	been	be	AUX
issue-1182	222	30	discussed	discuss	VERB
issue-1182	222	31	from	from	ADP
issue-1182	222	32	the	the	DET
issue-1182	222	33	conceptualization	conceptualization	NOUN
issue-1182	222	34	to	to	ADP
issue-1182	222	35	how	how	SCONJ
issue-1182	222	36	it	it	PRON
issue-1182	222	37	is	be	AUX
issue-1182	222	38	evaluated	evaluate	VERB
issue-1182	222	39	.	.	PUNCT
issue-1182	223	1	the	the	DET
issue-1182	223	2	se	se	PROPN
issue-1182	223	3	is	be	AUX
issue-1182	223	4	the	the	DET
issue-1182	223	5	heart	heart	NOUN
issue-1182	223	6	of	of	ADP
issue-1182	223	7	the	the	DET
issue-1182	223	8	service	service	NOUN
issue-1182	223	9	delivery	delivery	NOUN
issue-1182	223	10	process	process	NOUN
issue-1182	223	11	in	in	ADP
issue-1182	223	12	the	the	DET
issue-1182	223	13	higher	high	ADJ
issue-1182	223	14	education	education	NOUN
issue-1182	223	15	sector	sector	NOUN
issue-1182	223	16	.	.	PUNCT
issue-1182	224	1	it	it	PRON
issue-1182	224	2	is	be	AUX
issue-1182	224	3	an	an	DET
issue-1182	224	4	integral	integral	ADJ
issue-1182	224	5	part	part	NOUN
issue-1182	224	6	of	of	ADP
issue-1182	224	7	the	the	DET
issue-1182	224	8	process	process	NOUN
issue-1182	224	9	that	that	PRON
issue-1182	224	10	ensures	ensure	VERB
issue-1182	224	11	that	that	SCONJ
issue-1182	224	12	the	the	DET
issue-1182	224	13	final	final	ADJ
issue-1182	224	14	product	product	NOUN
issue-1182	224	15	is	be	AUX
issue-1182	224	16	delivered	deliver	VERB
issue-1182	224	17	to	to	ADP
issue-1182	224	18	the	the	DET
issue-1182	224	19	satisfaction	satisfaction	NOUN
issue-1182	224	20	of	of	ADP
issue-1182	224	21	the	the	DET
issue-1182	224	22	student	student	NOUN
issue-1182	224	23	.	.	PUNCT
issue-1182	225	1	however	however	ADV
issue-1182	225	2	,	,	PUNCT
issue-1182	225	3	it	it	PRON
issue-1182	225	4	must	must	AUX
issue-1182	225	5	be	be	AUX
issue-1182	225	6	noted	note	VERB
issue-1182	225	7	that	that	SCONJ
issue-1182	225	8	the	the	DET
issue-1182	225	9	se	se	PROPN
issue-1182	225	10	depends	depend	VERB
issue-1182	225	11	on	on	ADP
issue-1182	225	12	the	the	DET
issue-1182	225	13	conduct	conduct	NOUN
issue-1182	225	14	or	or	CCONJ
issue-1182	225	15	performance	performance	NOUN
issue-1182	225	16	of	of	ADP
issue-1182	225	17	university	university	NOUN
issue-1182	225	18	employees	employee	NOUN
issue-1182	225	19	,	,	PUNCT
issue-1182	225	20	lecturers	lecturer	NOUN
issue-1182	225	21	and	and	CCONJ
issue-1182	225	22	tools	tool	NOUN
issue-1182	225	23	(	(	PUNCT
issue-1182	225	24	machines	machine	NOUN
issue-1182	225	25	and	and	CCONJ
issue-1182	225	26	computers	computer	NOUN
issue-1182	225	27	)	)	PUNCT
issue-1182	225	28	that	that	PRON
issue-1182	225	29	aid	aid	NOUN
issue-1182	225	30	service	service	NOUN
issue-1182	225	31	delivery	delivery	NOUN
issue-1182	225	32	.	.	PUNCT
issue-1182	226	1	thus	thus	ADV
issue-1182	226	2	,	,	PUNCT
issue-1182	226	3	the	the	DET
issue-1182	226	4	failure	failure	NOUN
issue-1182	226	5	of	of	ADP
issue-1182	226	6	either	either	CCONJ
issue-1182	226	7	an	an	DET
issue-1182	226	8	employee	employee	NOUN
issue-1182	226	9	or	or	CCONJ
issue-1182	226	10	the	the	DET
issue-1182	226	11	service	service	NOUN
issue-1182	226	12	touchpoints	touchpoint	NOUN
issue-1182	226	13	to	to	PART
issue-1182	226	14	perform	perform	VERB
issue-1182	226	15	optimally	optimally	ADV
issue-1182	226	16	is	be	AUX
issue-1182	226	17	deemed	deem	VERB
issue-1182	226	18	as	as	ADP
issue-1182	226	19	the	the	DET
issue-1182	226	20	failure	failure	NOUN
issue-1182	226	21	of	of	ADP
issue-1182	226	22	the	the	DET
issue-1182	226	23	whole	whole	ADJ
issue-1182	226	24	process	process	NOUN
issue-1182	226	25	aimed	aim	VERB
issue-1182	226	26	at	at	ADP
issue-1182	226	27	assisting	assist	VERB
issue-1182	226	28	the	the	DET
issue-1182	226	29	student	student	NOUN
issue-1182	226	30	to	to	PART
issue-1182	226	31	meet	meet	VERB
issue-1182	226	32	his	his	PRON
issue-1182	226	33	or	or	CCONJ
issue-1182	226	34	her	her	PRON
issue-1182	226	35	needs	need	NOUN
issue-1182	226	36	.	.	PUNCT
issue-1182	227	1	simply	simply	ADV
issue-1182	227	2	put	put	VERB
issue-1182	227	3	,	,	PUNCT
issue-1182	227	4	that	that	PRON
issue-1182	227	5	is	be	AUX
issue-1182	227	6	the	the	DET
issue-1182	227	7	moment	moment	NOUN
issue-1182	227	8	of	of	ADP
issue-1182	227	9	truth	truth	NOUN
issue-1182	227	10	.	.	PUNCT
issue-1182	228	1	this	this	DET
issue-1182	228	2	study	study	NOUN
issue-1182	228	3	sought	seek	VERB
issue-1182	228	4	to	to	PART
issue-1182	228	5	provide	provide	VERB
issue-1182	228	6	information	information	NOUN
issue-1182	228	7	on	on	ADP
issue-1182	228	8	the	the	DET
issue-1182	228	9	se	se	X
issue-1182	228	10	,	,	PUNCT
issue-1182	228	11	specifically	specifically	ADV
issue-1182	228	12	the	the	DET
issue-1182	228	13	higher	high	ADJ
issue-1182	228	14	education	education	NOUN
issue-1182	228	15	sector	sector	NOUN
issue-1182	228	16	because	because	SCONJ
issue-1182	228	17	most	most	ADJ
issue-1182	228	18	of	of	ADP
issue-1182	228	19	the	the	DET
issue-1182	228	20	previous	previous	ADJ
issue-1182	228	21	studies	study	NOUN
issue-1182	228	22	have	have	AUX
issue-1182	228	23	been	be	AUX
issue-1182	228	24	conducted	conduct	VERB
issue-1182	228	25	in	in	ADP
issue-1182	228	26	a	a	DET
issue-1182	228	27	profit	profit	NOUN
issue-1182	228	28	-	-	PUNCT
issue-1182	228	29	making	make	VERB
issue-1182	228	30	business	business	NOUN
issue-1182	228	31	environment	environment	NOUN
issue-1182	228	32	.	.	PUNCT
issue-1182	229	1	therefore	therefore	ADV
issue-1182	229	2	,	,	PUNCT
issue-1182	229	3	this	this	DET
issue-1182	229	4	study	study	NOUN
issue-1182	229	5	facilitates	facilitate	VERB
issue-1182	229	6	the	the	DET
issue-1182	229	7	understanding	understanding	NOUN
issue-1182	229	8	of	of	ADP
issue-1182	229	9	students	student	NOUN
issue-1182	229	10	as	as	ADP
issue-1182	229	11	customers	customer	NOUN
issue-1182	229	12	of	of	ADP
issue-1182	229	13	the	the	DET
issue-1182	229	14	university	university	NOUN
issue-1182	229	15	.	.	PUNCT
issue-1182	230	1	the	the	DET
issue-1182	230	2	reviewed	review	VERB
issue-1182	230	3	literature	literature	NOUN
issue-1182	230	4	has	have	AUX
issue-1182	230	5	provided	provide	VERB
issue-1182	230	6	several	several	ADJ
issue-1182	230	7	definitions	definition	NOUN
issue-1182	230	8	of	of	ADP
issue-1182	230	9	the	the	DET
issue-1182	230	10	se	se	PROPN
issue-1182	230	11	that	that	PRON
issue-1182	230	12	are	be	AUX
issue-1182	230	13	key	key	ADJ
issue-1182	230	14	to	to	ADP
issue-1182	230	15	its	its	PRON
issue-1182	230	16	conceptualization	conceptualization	NOUN
issue-1182	230	17	.	.	PUNCT
issue-1182	231	1	besides	besides	SCONJ
issue-1182	231	2	,	,	PUNCT
issue-1182	231	3	the	the	DET
issue-1182	231	4	literature	literature	NOUN
issue-1182	231	5	shows	show	VERB
issue-1182	231	6	evidence	evidence	NOUN
issue-1182	231	7	of	of	ADP
issue-1182	231	8	various	various	ADJ
issue-1182	231	9	dimensions	dimension	NOUN
issue-1182	231	10	and	and	CCONJ
issue-1182	231	11	types	type	NOUN
issue-1182	231	12	of	of	ADP
issue-1182	231	13	the	the	DET
issue-1182	231	14	se	se	PROPN
issue-1182	231	15	.	.	PUNCT
issue-1182	232	1	the	the	DET
issue-1182	232	2	findings	finding	NOUN
issue-1182	232	3	have	have	AUX
issue-1182	232	4	further	far	ADV
issue-1182	232	5	unearthed	unearth	VERB
issue-1182	232	6	the	the	DET
issue-1182	232	7	different	different	ADJ
issue-1182	232	8	methods	method	NOUN
issue-1182	232	9	of	of	ADP
issue-1182	232	10	evaluating	evaluate	VERB
issue-1182	232	11	the	the	DET
issue-1182	232	12	se	se	NOUN
issue-1182	232	13	.	.	PUNCT
issue-1182	233	1	ultimately	ultimately	ADV
issue-1182	233	2	,	,	PUNCT
issue-1182	233	3	the	the	DET
issue-1182	233	4	evaluation	evaluation	NOUN
issue-1182	233	5	of	of	ADP
issue-1182	233	6	the	the	DET
issue-1182	233	7	encounter	encounter	NOUN
issue-1182	233	8	is	be	AUX
issue-1182	233	9	not	not	PART
issue-1182	233	10	independent	independent	ADJ
issue-1182	233	11	of	of	ADP
issue-1182	233	12	each	each	DET
issue-1182	233	13	part	part	NOUN
issue-1182	233	14	of	of	ADP
issue-1182	233	15	the	the	DET
issue-1182	233	16	process	process	NOUN
issue-1182	233	17	.	.	PUNCT
issue-1182	234	1	students	student	NOUN
issue-1182	234	2	look	look	VERB
issue-1182	234	3	at	at	ADP
issue-1182	234	4	the	the	DET
issue-1182	234	5	totality	totality	NOUN
issue-1182	234	6	of	of	ADP
issue-1182	234	7	the	the	DET
issue-1182	234	8	se	se	PROPN
issue-1182	234	9	to	to	PART
issue-1182	234	10	ascertain	ascertain	VERB
issue-1182	234	11	whether	whether	SCONJ
issue-1182	234	12	the	the	DET
issue-1182	234	13	se	se	PROPN
issue-1182	234	14	was	be	AUX
issue-1182	234	15	satisfactory	satisfactory	ADJ
issue-1182	234	16	or	or	CCONJ
issue-1182	234	17	not	not	PART
issue-1182	234	18	.	.	PUNCT
issue-1182	235	1	this	this	DET
issue-1182	235	2	study	study	NOUN
issue-1182	235	3	contributes	contribute	VERB
issue-1182	235	4	to	to	ADP
issue-1182	235	5	the	the	DET
issue-1182	235	6	literature	literature	NOUN
issue-1182	235	7	and	and	CCONJ
issue-1182	235	8	an	an	DET
issue-1182	235	9	understanding	understanding	NOUN
issue-1182	235	10	of	of	ADP
issue-1182	235	11	the	the	DET
issue-1182	235	12	se	se	PROPN
issue-1182	235	13	in	in	ADP
issue-1182	235	14	the	the	DET
issue-1182	235	15	higher	high	ADJ
issue-1182	235	16	education	education	NOUN
issue-1182	235	17	sector	sector	NOUN
issue-1182	235	18	.	.	PUNCT
issue-1182	236	1	from	from	ADP
issue-1182	236	2	the	the	DET
issue-1182	236	3	academician	academician	NOUN
issue-1182	236	4	and	and	CCONJ
issue-1182	236	5	practitioner	practitioner	NOUN
issue-1182	236	6	point	point	NOUN
issue-1182	236	7	of	of	ADP
issue-1182	236	8	view	view	NOUN
issue-1182	236	9	,	,	PUNCT
issue-1182	236	10	the	the	DET
issue-1182	236	11	evaluation	evaluation	NOUN
issue-1182	236	12	of	of	ADP
issue-1182	236	13	the	the	DET
issue-1182	236	14	se	se	PROPN
issue-1182	236	15	is	be	AUX
issue-1182	236	16	vital	vital	ADJ
issue-1182	236	17	because	because	SCONJ
issue-1182	236	18	it	it	PRON
issue-1182	236	19	can	can	AUX
issue-1182	236	20	serve	serve	VERB
issue-1182	236	21	as	as	ADP
issue-1182	236	22	a	a	DET
issue-1182	236	23	benchmark	benchmark	NOUN
issue-1182	236	24	of	of	ADP
issue-1182	236	25	the	the	DET
issue-1182	236	26	institution	institution	NOUN
issue-1182	236	27	performance	performance	NOUN
issue-1182	236	28	in	in	ADP
issue-1182	236	29	relation	relation	NOUN
issue-1182	236	30	to	to	ADP
issue-1182	236	31	other	other	ADJ
issue-1182	236	32	services	service	NOUN
issue-1182	236	33	provided	provide	VERB
issue-1182	236	34	by	by	ADP
issue-1182	236	35	other	other	ADJ
issue-1182	236	36	institutions	institution	NOUN
issue-1182	236	37	.	.	PUNCT
issue-1182	237	1	furthermore	furthermore	ADV
issue-1182	237	2	,	,	PUNCT
issue-1182	237	3	the	the	DET
issue-1182	237	4	se	se	PROPN
issue-1182	237	5	evaluation	evaluation	NOUN
issue-1182	237	6	enables	enable	VERB
issue-1182	237	7	an	an	DET
issue-1182	237	8	institution	institution	NOUN
issue-1182	237	9	to	to	PART
issue-1182	237	10	evaluate	evaluate	VERB
issue-1182	237	11	the	the	DET
issue-1182	237	12	current	current	ADJ
issue-1182	237	13	level	level	NOUN
issue-1182	237	14	of	of	ADP
issue-1182	237	15	service	service	NOUN
issue-1182	237	16	quality	quality	NOUN
issue-1182	237	17	thereby	thereby	ADV
issue-1182	237	18	providing	provide	VERB
issue-1182	237	19	a	a	DET
issue-1182	237	20	launchpad	launchpad	NOUN
issue-1182	237	21	for	for	ADP
issue-1182	237	22	quality	quality	NOUN
issue-1182	237	23	improvements	improvement	NOUN
issue-1182	237	24	.	.	PUNCT
issue-1182	238	1	future	future	ADJ
issue-1182	238	2	research	research	NOUN
issue-1182	238	3	should	should	AUX
issue-1182	238	4	focus	focus	VERB
issue-1182	238	5	on	on	ADP
issue-1182	238	6	empirical	empirical	ADJ
issue-1182	238	7	findings	finding	NOUN
issue-1182	238	8	on	on	ADP
issue-1182	238	9	the	the	DET
issue-1182	238	10	se	se	PROPN
issue-1182	238	11	in	in	ADP
issue-1182	238	12	the	the	DET
issue-1182	238	13	higher	high	ADJ
issue-1182	238	14	education	education	NOUN
issue-1182	238	15	sector	sector	NOUN
issue-1182	238	16	.	.	PUNCT
issue-1182	239	1	table	table	NOUN
issue-1182	239	2	3	3	NUM
issue-1182	239	3	evaluation	evaluation	NOUN
issue-1182	239	4	methods	method	NOUN
issue-1182	239	5	of	of	ADP
issue-1182	239	6	the	the	DET
issue-1182	239	7	service	service	NOUN
issue-1182	239	8	encounter	encounter	NOUN
issue-1182	239	9	authors	author	NOUN
issue-1182	239	10	domain	domain	VERB
issue-1182	239	11	methods	method	NOUN
issue-1182	239	12	of	of	ADP
issue-1182	239	13	evaluation	evaluation	NOUN
issue-1182	239	14	tan	tan	PROPN
issue-1182	239	15	(	(	PUNCT
issue-1182	239	16	2012	2012	NUM
issue-1182	239	17	)	)	PUNCT
issue-1182	239	18	;	;	PUNCT
issue-1182	239	19	cronin	cronin	PROPN
issue-1182	239	20	and	and	CCONJ
issue-1182	239	21	taylor	taylor	PROPN
issue-1182	239	22	(	(	PUNCT
issue-1182	239	23	1992	1992	NUM
issue-1182	239	24	)	)	PUNCT
issue-1182	239	25	;	;	PUNCT
issue-1182	239	26	alexiadou	alexiadou	NOUN
issue-1182	239	27	et	et	PROPN
issue-1182	239	28	al	al	PROPN
issue-1182	239	29	.	.	PROPN
issue-1182	239	30	,	,	PUNCT
issue-1182	239	31	(	(	PUNCT
issue-1182	239	32	2017	2017	NUM
issue-1182	239	33	)	)	PUNCT
issue-1182	239	34	se	se	X
issue-1182	239	35	in	in	ADP
issue-1182	239	36	the	the	DET
issue-1182	239	37	service	service	NOUN
issue-1182	239	38	sector	sector	NOUN
issue-1182	239	39	servperf	servperf	NOUN
issue-1182	239	40	parasuraman	parasuraman	NOUN
issue-1182	239	41	et	et	PROPN
issue-1182	239	42	al	al	PROPN
issue-1182	239	43	.	.	PROPN
issue-1182	239	44	,	,	PUNCT
issue-1182	239	45	(	(	PUNCT
issue-1182	239	46	1991	1991	NUM
issue-1182	239	47	;	;	PUNCT
issue-1182	239	48	1988	1988	NUM
issue-1182	239	49	)	)	PUNCT
issue-1182	239	50	,	,	PUNCT
issue-1182	239	51	durvasula	durvasula	NOUN
issue-1182	239	52	et	et	PROPN
issue-1182	239	53	al	al	PROPN
issue-1182	239	54	.	.	PROPN
issue-1182	239	55	,	,	PUNCT
issue-1182	239	56	(	(	PUNCT
issue-1182	239	57	2005	2005	NUM
issue-1182	239	58	)	)	PUNCT
issue-1182	239	59	se	se	X
issue-1182	239	60	in	in	ADP
issue-1182	239	61	the	the	DET
issue-1182	239	62	service	service	NOUN
issue-1182	239	63	sector	sector	NOUN
issue-1182	239	64	servqual	servqual	ADJ
issue-1182	239	65	bitner	bitner	NOUN
issue-1182	239	66	et	et	PROPN
issue-1182	239	67	al	al	PROPN
issue-1182	239	68	.	.	PROPN
issue-1182	239	69	,	,	PUNCT
issue-1182	239	70	(	(	PUNCT
issue-1182	239	71	1990	1990	NUM
issue-1182	239	72	)	)	PUNCT
issue-1182	239	73	se	se	X
issue-1182	239	74	in	in	ADP
issue-1182	239	75	the	the	DET
issue-1182	239	76	service	service	NOUN
issue-1182	239	77	sector	sector	NOUN
issue-1182	239	78	cit	cit	PROPN
issue-1182	239	79	firdaus	firdaus	PROPN
issue-1182	239	80	(	(	PUNCT
issue-1182	239	81	2005	2005	NUM
issue-1182	239	82	;	;	PUNCT
issue-1182	239	83	2006	2006	NUM
issue-1182	239	84	)	)	PUNCT
issue-1182	239	85	se	se	X
issue-1182	239	86	in	in	ADP
issue-1182	239	87	the	the	DET
issue-1182	239	88	service	service	NOUN
issue-1182	239	89	sector	sector	NOUN
issue-1182	239	90	hedperf	hedperf	NOUN
issue-1182	239	91	smith	smith	PROPN
issue-1182	239	92	et	et	PROPN
issue-1182	239	93	al	al	PROPN
issue-1182	239	94	.	.	PROPN
issue-1182	239	95	,	,	PUNCT
issue-1182	239	96	(	(	PUNCT
issue-1182	239	97	1999	1999	NUM
issue-1182	239	98	)	)	PUNCT
issue-1182	239	99	se	se	X
issue-1182	239	100	in	in	ADP
issue-1182	239	101	the	the	DET
issue-1182	239	102	service	service	NOUN
issue-1182	239	103	sector	sector	NOUN
issue-1182	239	104	experimental	experimental	ADJ
issue-1182	239	105	design	design	NOUN
issue-1182	239	106	and	and	CCONJ
issue-1182	239	107	12	12	NUM
issue-1182	239	108	items	item	NOUN
issue-1182	239	109	scale	scale	NOUN
issue-1182	239	110	questionnaire	questionnaire	NOUN
issue-1182	239	111	yazdanpanah	yazdanpanah	INTJ
issue-1182	239	112	et	et	PROPN
issue-1182	239	113	al	al	PROPN
issue-1182	239	114	.	.	PROPN
issue-1182	239	115	,	,	PUNCT
issue-1182	239	116	(	(	PUNCT
issue-1182	239	117	2013	2013	NUM
issue-1182	239	118	)	)	PUNCT
issue-1182	239	119	se	se	X
issue-1182	239	120	in	in	ADP
issue-1182	239	121	the	the	DET
issue-1182	239	122	service	service	NOUN
issue-1182	239	123	sector	sector	NOUN
issue-1182	239	124	21	21	NUM
issue-1182	239	125	items	item	NOUN
issue-1182	239	126	scale	scale	NOUN
issue-1182	239	127	questionnaire	questionnaire	NOUN
issue-1182	239	128	migdadi	migdadi	NOUN
issue-1182	239	129	,	,	PUNCT
issue-1182	239	130	(	(	PUNCT
issue-1182	239	131	2008	2008	NUM
issue-1182	239	132	)	)	PUNCT
issue-1182	239	133	se	se	X
issue-1182	239	134	in	in	ADP
issue-1182	239	135	the	the	DET
issue-1182	239	136	service	service	NOUN
issue-1182	239	137	sector	sector	NOUN
issue-1182	239	138	website	website	NOUN
issue-1182	239	139	qem	qem	PROPN
issue-1182	239	140	azza	azza	NOUN
issue-1182	239	141	and	and	CCONJ
issue-1182	239	142	norchene	norchene	NOUN
issue-1182	239	143	(	(	PUNCT
issue-1182	239	144	2017	2017	NUM
issue-1182	239	145	)	)	PUNCT
issue-1182	239	146	se	se	X
issue-1182	239	147	in	in	ADP
issue-1182	239	148	the	the	DET
issue-1182	239	149	service	service	NOUN
issue-1182	239	150	sector	sector	NOUN
issue-1182	239	151	27	27	NUM
issue-1182	239	152	items	item	NOUN
issue-1182	239	153	scale	scale	NOUN
issue-1182	239	154	questionnaire	questionnaire	NOUN
issue-1182	239	155	references	reference	NOUN
issue-1182	239	156	:	:	PUNCT
issue-1182	239	157	alexiadou	alexiadou	NOUN
issue-1182	239	158	,	,	PUNCT
issue-1182	239	159	c.	c.	PROPN
issue-1182	239	160	,	,	PUNCT
issue-1182	239	161	stylos	stylos	PROPN
issue-1182	239	162	,	,	PUNCT
issue-1182	239	163	n.	n.	NOUN
issue-1182	239	164	,	,	PUNCT
issue-1182	239	165	andronikidis	andronikidis	PROPN
issue-1182	239	166	,	,	PUNCT
issue-1182	239	167	a.	a.	NOUN
issue-1182	239	168	,	,	PUNCT
issue-1182	239	169	bellou	bellou	PROPN
issue-1182	239	170	,	,	PUNCT
issue-1182	239	171	v.	v.	ADV
issue-1182	239	172	,	,	PUNCT
issue-1182	239	173	&	&	CCONJ
issue-1182	239	174	vassiliadis	vassiliadis	PROPN
issue-1182	239	175	,	,	PUNCT
issue-1182	239	176	c.	c.	PROPN
issue-1182	239	177	a.	a.	PROPN
issue-1182	239	178	(	(	PUNCT
issue-1182	239	179	2017	2017	NUM
issue-1182	239	180	)	)	PUNCT
issue-1182	239	181	.	.	PUNCT
issue-1182	240	1	quality	quality	NOUN
issue-1182	240	2	in	in	ADP
issue-1182	240	3	bank	bank	NOUN
issue-1182	240	4	service	service	NOUN
issue-1182	240	5	encounters	encounter	NOUN
issue-1182	240	6	:	:	PUNCT
issue-1182	240	7	assessing	assess	VERB
issue-1182	240	8	the	the	DET
issue-1182	240	9	equivalence	equivalence	NOUN
issue-1182	240	10	of	of	ADP
issue-1182	240	11	customers	customer	NOUN
issue-1182	240	12	’	'	PUNCT
issue-1182	240	13	and	and	CCONJ
issue-1182	240	14	front	front	ADJ
issue-1182	240	15	-	-	PUNCT
issue-1182	240	16	line	line	NOUN
issue-1182	240	17	employees	employee	NOUN
issue-1182	240	18	’	’	PART
issue-1182	240	19	perceptions	perception	NOUN
issue-1182	240	20	.	.	PUNCT
issue-1182	241	1	international	international	ADJ
issue-1182	241	2	journal	journal	NOUN
issue-1182	241	3	of	of	ADP
issue-1182	241	4	quality	quality	NOUN
issue-1182	241	5	&	&	CCONJ
issue-1182	241	6	reliability	reliability	NOUN
issue-1182	241	7	management	management	NOUN
issue-1182	241	8	,	,	PUNCT
issue-1182	241	9	34(9	34(9	NUM
issue-1182	241	10	)	)	PUNCT
issue-1182	241	11	,	,	PUNCT
issue-1182	241	12	1431–1450	1431–1450	NUM
issue-1182	241	13	.	.	PUNCT
issue-1182	242	1	doi	doi	NOUN
issue-1182	242	2	:	:	PUNCT
issue-1182	242	3	https://doi.org/10.1108/ijqrm-04-2016-0049	https://doi.org/10.1108/ijqrm-04-2016-0049	PROPN
issue-1182	242	4	anaya	anaya	PROPN
issue-1182	242	5	,	,	PUNCT
issue-1182	242	6	g.	g.	PROPN
issue-1182	242	7	j.	j.	PROPN
issue-1182	242	8	,	,	PUNCT
issue-1182	242	9	miao	miao	PROPN
issue-1182	242	10	,	,	PUNCT
issue-1182	242	11	l.	l.	PROPN
issue-1182	242	12	,	,	PUNCT
issue-1182	242	13	mattila	mattila	NOUN
issue-1182	242	14	,	,	PUNCT
issue-1182	242	15	a.	a.	PROPN
issue-1182	242	16	s.	s.	PROPN
issue-1182	242	17	,	,	PUNCT
issue-1182	242	18	&	&	CCONJ
issue-1182	242	19	almanza	almanza	PROPN
issue-1182	242	20	,	,	PUNCT
issue-1182	242	21	b.	b.	PROPN
issue-1182	242	22	(	(	PUNCT
issue-1182	242	23	2016	2016	NUM
issue-1182	242	24	)	)	PUNCT
issue-1182	242	25	.	.	PUNCT
issue-1182	243	1	consumer	consumer	NOUN
issue-1182	243	2	envy	envy	NOUN
issue-1182	243	3	during	during	ADP
issue-1182	243	4	service	service	NOUN
issue-1182	243	5	encounters	encounter	NOUN
issue-1182	243	6	.	.	PUNCT
issue-1182	244	1	journal	journal	NOUN
issue-1182	244	2	of	of	ADP
issue-1182	244	3	service	service	NOUN
issue-1182	244	4	marketing	marketing	NOUN
issue-1182	244	5	,	,	PUNCT
issue-1182	244	6	30(3	30(3	NUM
issue-1182	244	7	)	)	PUNCT
issue-1182	244	8	,	,	PUNCT
issue-1182	244	9	359–372	359–372	NUM
issue-1182	244	10	.	.	PUNCT
issue-1182	244	11	baltic	baltic	PROPN
issue-1182	244	12	journal	journal	PROPN
issue-1182	244	13	of	of	ADP
issue-1182	244	14	economic	economic	ADJ
issue-1182	244	15	studies	study	NOUN
issue-1182	244	16	27	27	NUM
issue-1182	244	17	vol	vol	NOUN
issue-1182	244	18	.	.	PROPN
issue-1182	244	19	7	7	NUM
issue-1182	245	1	no	no	NOUN
issue-1182	245	2	.	.	NOUN
issue-1182	246	1	3	3	NUM
issue-1182	246	2	,	,	PUNCT
issue-1182	246	3	2021	2021	NUM
issue-1182	246	4	azza	azza	NOUN
issue-1182	246	5	,	,	PUNCT
issue-1182	246	6	t.	t.	PROPN
issue-1182	246	7	b.	b.	PROPN
issue-1182	246	8	,	,	PUNCT
issue-1182	246	9	&	&	CCONJ
issue-1182	246	10	norchene	norchene	PROPN
issue-1182	246	11	,	,	PUNCT
issue-1182	246	12	b.	b.	PROPN
issue-1182	246	13	d.	d.	PROPN
issue-1182	246	14	(	(	PUNCT
issue-1182	246	15	2017	2017	NUM
issue-1182	246	16	)	)	PUNCT
issue-1182	246	17	.	.	PUNCT
issue-1182	247	1	social	social	ADJ
issue-1182	247	2	and	and	CCONJ
issue-1182	247	3	physical	physical	ADJ
issue-1182	247	4	aspects	aspect	NOUN
issue-1182	247	5	of	of	ADP
issue-1182	247	6	the	the	DET
issue-1182	247	7	service	service	NOUN
issue-1182	247	8	encounter	encounter	NOUN
issue-1182	247	9	:	:	PUNCT
issue-1182	247	10	effects	effect	NOUN
issue-1182	247	11	on	on	ADP
issue-1182	247	12	trust	trust	NOUN
issue-1182	247	13	and	and	CCONJ
issue-1182	247	14	customer	customer	NOUN
issue-1182	247	15	loyalty	loyalty	NOUN
issue-1182	247	16	to	to	ADP
issue-1182	247	17	the	the	DET
issue-1182	247	18	service	service	NOUN
issue-1182	247	19	provider	provider	NOUN
issue-1182	247	20	.	.	PUNCT
issue-1182	248	1	advances	advance	NOUN
issue-1182	248	2	in	in	ADP
issue-1182	248	3	economics	economic	NOUN
issue-1182	248	4	and	and	CCONJ
issue-1182	248	5	business	business	NOUN
issue-1182	248	6	,	,	PUNCT
issue-1182	248	7	5(1	5(1	NUM
issue-1182	248	8	)	)	PUNCT
issue-1182	248	9	,	,	PUNCT
issue-1182	248	10	1–10	1–10	NOUN
issue-1182	248	11	.	.	PUNCT
issue-1182	249	1	bitner	bitner	PROPN
issue-1182	249	2	,	,	PUNCT
issue-1182	249	3	m.	m.	NOUN
issue-1182	249	4	j.	j.	PROPN
issue-1182	249	5	,	,	PUNCT
issue-1182	249	6	brown	brown	PROPN
issue-1182	249	7	,	,	PUNCT
issue-1182	249	8	s.	s.	PROPN
issue-1182	249	9	w.	w.	PROPN
issue-1182	249	10	,	,	PUNCT
issue-1182	249	11	&	&	CCONJ
issue-1182	249	12	meuter	meuter	PROPN
issue-1182	249	13	,	,	PUNCT
issue-1182	249	14	m.	m.	NOUN
issue-1182	249	15	l.	l.	PROPN
issue-1182	249	16	(	(	PUNCT
issue-1182	249	17	2000	2000	NUM
issue-1182	249	18	)	)	PUNCT
issue-1182	249	19	.	.	PUNCT
issue-1182	250	1	technology	technology	NOUN
issue-1182	250	2	infusion	infusion	NOUN
issue-1182	250	3	in	in	ADP
issue-1182	250	4	service	service	NOUN
issue-1182	250	5	encounters	encounter	NOUN
issue-1182	250	6	.	.	PUNCT
issue-1182	251	1	journal	journal	NOUN
issue-1182	251	2	of	of	ADP
issue-1182	251	3	the	the	DET
issue-1182	251	4	academy	academy	NOUN
issue-1182	251	5	of	of	ADP
issue-1182	251	6	marketing	marketing	NOUN
issue-1182	251	7	science	science	NOUN
issue-1182	251	8	,	,	PUNCT
issue-1182	251	9	28(1	28(1	NOUN
issue-1182	251	10	)	)	PUNCT
issue-1182	251	11	,	,	PUNCT
issue-1182	251	12	138–149	138–149	NUM
issue-1182	251	13	.	.	PUNCT
issue-1182	252	1	bitner	bitner	NOUN
issue-1182	252	2	,	,	PUNCT
issue-1182	252	3	m.	m.	NOUN
issue-1182	252	4	j.	j.	PROPN
issue-1182	252	5	,	,	PUNCT
issue-1182	252	6	booms	booms	PROPN
issue-1182	252	7	,	,	PUNCT
issue-1182	252	8	b.	b.	PROPN
issue-1182	252	9	h.	h.	PROPN
issue-1182	252	10	,	,	PUNCT
issue-1182	252	11	&	&	CCONJ
issue-1182	252	12	mohr	mohr	PROPN
issue-1182	252	13	,	,	PUNCT
issue-1182	252	14	l.	l.	PROPN
issue-1182	252	15	a.	a.	PROPN
issue-1182	252	16	(	(	PUNCT
issue-1182	252	17	1994	1994	NUM
issue-1182	252	18	)	)	PUNCT
issue-1182	252	19	.	.	PUNCT
issue-1182	253	1	critical	critical	ADJ
issue-1182	253	2	service	service	NOUN
issue-1182	253	3	encounters	encounter	NOUN
issue-1182	253	4	:	:	PUNCT
issue-1182	253	5	the	the	DET
issue-1182	253	6	employees	employee	NOUN
issue-1182	253	7	.	.	PUNCT
issue-1182	254	1	viewpoint	viewpoint	NOUN
issue-1182	254	2	.	.	PUNCT
issue-1182	255	1	journal	journal	NOUN
issue-1182	255	2	of	of	ADP
issue-1182	255	3	marketing	marketing	NOUN
issue-1182	255	4	,	,	PUNCT
issue-1182	255	5	58	58	NUM
issue-1182	255	6	,	,	PUNCT
issue-1182	255	7	95–106	95–106	NUM
issue-1182	255	8	.	.	PUNCT
issue-1182	256	1	bitner	bitner	PROPN
issue-1182	256	2	,	,	PUNCT
issue-1182	256	3	m.	m.	NOUN
issue-1182	256	4	j.	j.	PROPN
issue-1182	256	5	,	,	PUNCT
issue-1182	256	6	booms	boom	NOUN
issue-1182	256	7	,	,	PUNCT
issue-1182	256	8	n.	n.	PROPN
issue-1182	256	9	h.	h.	PROPN
issue-1182	256	10	,	,	PUNCT
issue-1182	256	11	&	&	CCONJ
issue-1182	256	12	tetreault	tetreault	PROPN
issue-1182	256	13	,	,	PUNCT
issue-1182	256	14	m.	m.	NOUN
issue-1182	256	15	s.	s.	PROPN
issue-1182	256	16	(	(	PUNCT
issue-1182	256	17	1990	1990	NUM
issue-1182	256	18	)	)	PUNCT
issue-1182	256	19	.	.	PUNCT
issue-1182	257	1	the	the	DET
issue-1182	257	2	service	service	NOUN
issue-1182	257	3	encounter	encounter	NOUN
issue-1182	257	4	:	:	PUNCT
issue-1182	257	5	diagnosing	diagnose	VERB
issue-1182	257	6	favorable	favorable	ADJ
issue-1182	257	7	and	and	CCONJ
issue-1182	257	8	unfavorable	unfavorable	ADJ
issue-1182	257	9	incidents	incident	NOUN
issue-1182	257	10	.	.	PUNCT
issue-1182	258	1	journal	journal	NOUN
issue-1182	258	2	of	of	ADP
issue-1182	258	3	marketing	marketing	NOUN
issue-1182	258	4	,	,	PUNCT
issue-1182	258	5	54	54	NUM
issue-1182	258	6	,	,	PUNCT
issue-1182	258	7	71–84	71–84	PROPN
issue-1182	258	8	.	.	PUNCT
issue-1182	259	1	bolton	bolton	PROPN
issue-1182	259	2	,	,	PUNCT
issue-1182	259	3	r.	r.	PROPN
issue-1182	259	4	,	,	PUNCT
issue-1182	259	5	gustafsson	gustafsson	PROPN
issue-1182	259	6	,	,	PUNCT
issue-1182	259	7	a.	a.	PROPN
issue-1182	259	8	,	,	PUNCT
issue-1182	259	9	mccoll	mccoll	PROPN
issue-1182	259	10	-	-	PUNCT
issue-1182	259	11	kennedy	kennedy	PROPN
issue-1182	259	12	,	,	PUNCT
issue-1182	259	13	j.	j.	PROPN
issue-1182	259	14	j.	j.	PROPN
issue-1182	259	15	,	,	PUNCT
issue-1182	259	16	sirianni	sirianni	PROPN
issue-1182	259	17	,	,	PUNCT
issue-1182	259	18	n.	n.	PROPN
issue-1182	259	19	&	&	CCONJ
issue-1182	259	20	tse	tse	PROPN
issue-1182	259	21	,	,	PUNCT
issue-1182	259	22	d.	d.	PROPN
issue-1182	259	23	(	(	PUNCT
issue-1182	259	24	2014	2014	NUM
issue-1182	259	25	)	)	PUNCT
issue-1182	259	26	.	.	PUNCT
issue-1182	260	1	small	small	ADJ
issue-1182	260	2	details	detail	NOUN
issue-1182	260	3	that	that	PRON
issue-1182	260	4	make	make	VERB
issue-1182	260	5	big	big	ADJ
issue-1182	260	6	differences	difference	NOUN
issue-1182	260	7	:	:	PUNCT
issue-1182	260	8	a	a	DET
issue-1182	260	9	radical	radical	ADJ
issue-1182	260	10	approach	approach	NOUN
issue-1182	260	11	to	to	ADP
issue-1182	260	12	consumption	consumption	NOUN
issue-1182	260	13	experience	experience	NOUN
issue-1182	260	14	as	as	ADP
issue-1182	260	15	a	a	DET
issue-1182	260	16	firm	firm	NOUN
issue-1182	260	17	’s	’s	PART
issue-1182	260	18	differentiating	differentiate	VERB
issue-1182	260	19	strategy	strategy	NOUN
issue-1182	260	20	.	.	PUNCT
issue-1182	261	1	journal	journal	NOUN
issue-1182	261	2	of	of	ADP
issue-1182	261	3	service	service	NOUN
issue-1182	261	4	management	management	NOUN
issue-1182	261	5	,	,	PUNCT
issue-1182	261	6	25(2	25(2	NUM
issue-1182	261	7	)	)	PUNCT
issue-1182	261	8	,	,	PUNCT
issue-1182	261	9	253–274	253–274	NUM
issue-1182	261	10	.	.	PUNCT
issue-1182	262	1	boshoff	boshoff	PROPN
issue-1182	262	2	,	,	PUNCT
issue-1182	262	3	c.	c.	PROPN
issue-1182	262	4	(	(	PUNCT
issue-1182	262	5	2017	2017	NUM
issue-1182	262	6	)	)	PUNCT
issue-1182	262	7	.	.	PUNCT
issue-1182	263	1	an	an	DET
issue-1182	263	2	assessment	assessment	NOUN
issue-1182	263	3	of	of	ADP
issue-1182	263	4	consumers	consumer	NOUN
issue-1182	263	5	'	'	PART
issue-1182	263	6	subconscious	subconscious	ADJ
issue-1182	263	7	responses	response	NOUN
issue-1182	263	8	to	to	ADP
issue-1182	263	9	frontline	frontline	NOUN
issue-1182	263	10	employees	employee	NOUN
issue-1182	263	11	’	’	PART
issue-1182	263	12	attractiveness	attractiveness	NOUN
issue-1182	263	13	in	in	ADP
issue-1182	263	14	a	a	DET
issue-1182	263	15	service	service	NOUN
issue-1182	263	16	failure	failure	NOUN
issue-1182	263	17	and	and	CCONJ
issue-1182	263	18	recovery	recovery	NOUN
issue-1182	263	19	situation	situation	NOUN
issue-1182	263	20	.	.	PUNCT
issue-1182	264	1	south	south	ADJ
issue-1182	264	2	african	african	ADJ
issue-1182	264	3	journal	journal	PROPN
issue-1182	264	4	of	of	ADP
issue-1182	264	5	economic	economic	ADJ
issue-1182	264	6	and	and	CCONJ
issue-1182	264	7	management	management	NOUN
issue-1182	264	8	sciences	science	NOUN
issue-1182	264	9	,	,	PUNCT
issue-1182	264	10	20(1	20(1	NUM
issue-1182	264	11	)	)	PUNCT
issue-1182	264	12	,	,	PUNCT
issue-1182	264	13	1–13	1–13	NOUN
issue-1182	264	14	.	.	PUNCT
issue-1182	265	1	bothwell	bothwell	PROPN
issue-1182	265	2	,	,	PUNCT
issue-1182	265	3	e.	e.	PROPN
issue-1182	265	4	(	(	PUNCT
issue-1182	265	5	2016	2016	NUM
issue-1182	265	6	)	)	PUNCT
issue-1182	265	7	.	.	PUNCT
issue-1182	266	1	universities	university	NOUN
issue-1182	266	2	with	with	ADP
issue-1182	266	3	most	most	ADV
issue-1182	266	4	unresolved	unresolved	ADJ
issue-1182	266	5	student	student	NOUN
issue-1182	266	6	complaints	complaint	NOUN
issue-1182	266	7	revealed	reveal	VERB
issue-1182	266	8	.	.	PUNCT
issue-1182	267	1	available	available	ADJ
issue-1182	267	2	at	at	ADP
issue-1182	267	3	:	:	PUNCT
issue-1182	267	4	https://www.timeshighereducation.com/news/universitiesmostunresolved-student-complaints-revealed	https://www.timeshighereducation.com/news/universitiesmostunresolved-student-complaints-reveale	VERB
issue-1182	267	5	(	(	PUNCT
issue-1182	267	6	accessed	access	VERB
issue-1182	267	7	23	23	NUM
issue-1182	267	8	april	april	PROPN
issue-1182	267	9	2021	2021	NUM
issue-1182	267	10	)	)	PUNCT
issue-1182	267	11	.	.	PUNCT
issue-1182	268	1	brochado	brochado	PROPN
issue-1182	268	2	,	,	PUNCT
issue-1182	268	3	a.	a.	NOUN
issue-1182	268	4	(	(	PUNCT
issue-1182	268	5	2009	2009	NUM
issue-1182	268	6	)	)	PUNCT
issue-1182	268	7	.	.	PUNCT
issue-1182	269	1	comparing	compare	VERB
issue-1182	269	2	alternative	alternative	ADJ
issue-1182	269	3	instruments	instrument	NOUN
issue-1182	269	4	to	to	PART
issue-1182	269	5	measure	measure	VERB
issue-1182	269	6	service	service	NOUN
issue-1182	269	7	quality	quality	NOUN
issue-1182	269	8	in	in	ADP
issue-1182	269	9	higher	high	ADJ
issue-1182	269	10	education	education	NOUN
issue-1182	269	11	.	.	PUNCT
issue-1182	270	1	quality	quality	NOUN
issue-1182	270	2	assurance	assurance	NOUN
issue-1182	270	3	in	in	ADP
issue-1182	270	4	education	education	NOUN
issue-1182	270	5	,	,	PUNCT
issue-1182	270	6	17	17	NUM
issue-1182	270	7	(	(	PUNCT
issue-1182	270	8	2	2	NUM
issue-1182	270	9	)	)	PUNCT
issue-1182	270	10	,	,	PUNCT
issue-1182	270	11	174–190	174–190	NUM
issue-1182	270	12	.	.	PUNCT
issue-1182	271	1	doi	doi	NOUN
issue-1182	271	2	:	:	PUNCT
issue-1182	271	3	https://doi.org/10.1108/09684880910951381	https://doi.org/10.1108/09684880910951381	NOUN
issue-1182	271	4	collier	collier	NOUN
issue-1182	271	5	,	,	PUNCT
issue-1182	271	6	j.	j.	PROPN
issue-1182	271	7	e.	e.	PROPN
issue-1182	271	8	,	,	PUNCT
issue-1182	271	9	barnes	barnes	PROPN
issue-1182	271	10	,	,	PUNCT
issue-1182	271	11	d.	d.	PROPN
issue-1182	271	12	c.	c.	PROPN
issue-1182	271	13	,	,	PUNCT
issue-1182	271	14	abney	abney	PROPN
issue-1182	271	15	,	,	PUNCT
issue-1182	271	16	a.	a.	PROPN
issue-1182	271	17	k.	k.	PROPN
issue-1182	271	18	&	&	CCONJ
issue-1182	271	19	pelletier	pelletier	PROPN
issue-1182	271	20	,	,	PUNCT
issue-1182	271	21	m.	m.	NOUN
issue-1182	271	22	j.	j.	PROPN
issue-1182	271	23	(	(	PUNCT
issue-1182	271	24	2018	2018	NUM
issue-1182	271	25	)	)	PUNCT
issue-1182	271	26	.	.	PUNCT
issue-1182	272	1	idiosyncratic	idiosyncratic	ADJ
issue-1182	272	2	service	service	NOUN
issue-1182	272	3	experiences	experience	NOUN
issue-1182	272	4	:	:	PUNCT
issue-1182	272	5	when	when	SCONJ
issue-1182	272	6	customers	customer	NOUN
issue-1182	272	7	desire	desire	VERB
issue-1182	272	8	the	the	DET
issue-1182	272	9	extraordinary	extraordinary	ADJ
issue-1182	272	10	in	in	ADP
issue-1182	272	11	a	a	DET
issue-1182	272	12	service	service	NOUN
issue-1182	272	13	encounter	encounter	NOUN
issue-1182	272	14	.	.	PUNCT
issue-1182	273	1	journal	journal	NOUN
issue-1182	273	2	of	of	ADP
issue-1182	273	3	business	business	NOUN
issue-1182	273	4	research	research	NOUN
issue-1182	273	5	,	,	PUNCT
issue-1182	273	6	84	84	NUM
issue-1182	273	7	,	,	PUNCT
issue-1182	273	8	150–161	150–161	NUM
issue-1182	273	9	.	.	PUNCT
issue-1182	274	1	cockerell	cockerell	PROPN
issue-1182	274	2	,	,	PUNCT
issue-1182	274	3	l.	l.	PROPN
issue-1182	274	4	(	(	PUNCT
issue-1182	274	5	2013	2013	NUM
issue-1182	274	6	)	)	PUNCT
issue-1182	274	7	.	.	PUNCT
issue-1182	275	1	the	the	DET
issue-1182	275	2	customer	customer	NOUN
issue-1182	275	3	rules	rule	VERB
issue-1182	275	4	.	.	PUNCT
issue-1182	276	1	leader	leader	NOUN
issue-1182	276	2	to	to	ADP
issue-1182	276	3	leader	leader	NOUN
issue-1182	276	4	,	,	PUNCT
issue-1182	276	5	2013(69	2013(69	NUM
issue-1182	276	6	)	)	PUNCT
issue-1182	276	7	,	,	PUNCT
issue-1182	276	8	7–11	7–11	PROPN
issue-1182	276	9	.	.	PUNCT
issue-1182	277	1	cook	cook	PROPN
issue-1182	277	2	,	,	PUNCT
issue-1182	277	3	c.	c.	PROPN
issue-1182	277	4	&	&	CCONJ
issue-1182	277	5	bruce	bruce	PROPN
issue-1182	277	6	,	,	PUNCT
issue-1182	277	7	t.	t.	PROPN
issue-1182	277	8	(	(	PUNCT
issue-1182	277	9	2000	2000	NUM
issue-1182	277	10	)	)	PUNCT
issue-1182	277	11	.	.	PUNCT
issue-1182	278	1	reliability	reliability	NOUN
issue-1182	278	2	and	and	CCONJ
issue-1182	278	3	validity	validity	NOUN
issue-1182	278	4	of	of	ADP
issue-1182	278	5	servqual	servqual	ADJ
issue-1182	278	6	scores	score	NOUN
issue-1182	278	7	used	use	VERB
issue-1182	278	8	to	to	PART
issue-1182	278	9	evaluate	evaluate	VERB
issue-1182	278	10	perceptions	perception	NOUN
issue-1182	278	11	of	of	ADP
issue-1182	278	12	library	library	ADJ
issue-1182	278	13	service	service	NOUN
issue-1182	278	14	quality	quality	NOUN
issue-1182	278	15	.	.	PUNCT
issue-1182	279	1	the	the	DET
issue-1182	279	2	journal	journal	NOUN
issue-1182	279	3	of	of	ADP
issue-1182	279	4	academic	academic	ADJ
issue-1182	279	5	librarianship	librarianship	NOUN
issue-1182	279	6	,	,	PUNCT
issue-1182	279	7	26(4	26(4	NUM
issue-1182	279	8	)	)	PUNCT
issue-1182	279	9	,	,	PUNCT
issue-1182	279	10	248–258	248–258	NUM
issue-1182	279	11	.	.	PUNCT
issue-1182	280	1	cronin	cronin	PROPN
issue-1182	280	2	,	,	PUNCT
issue-1182	280	3	j.	j.	PROPN
issue-1182	280	4	j.	j.	PROPN
issue-1182	280	5	jr	jr	PROPN
issue-1182	280	6	.	.	PROPN
issue-1182	280	7	,	,	PUNCT
issue-1182	280	8	&	&	CCONJ
issue-1182	280	9	taylor	taylor	PROPN
issue-1182	280	10	,	,	PUNCT
issue-1182	280	11	s.	s.	PROPN
issue-1182	280	12	a.	a.	PROPN
issue-1182	280	13	(	(	PUNCT
issue-1182	280	14	1992	1992	NUM
issue-1182	280	15	)	)	PUNCT
issue-1182	280	16	.	.	PUNCT
issue-1182	281	1	measuring	measure	VERB
issue-1182	281	2	service	service	NOUN
issue-1182	281	3	quality	quality	NOUN
issue-1182	281	4	:	:	PUNCT
issue-1182	281	5	a	a	DET
issue-1182	281	6	reexamination	reexamination	NOUN
issue-1182	281	7	and	and	CCONJ
issue-1182	281	8	extension	extension	NOUN
issue-1182	281	9	.	.	PUNCT
issue-1182	282	1	journal	journal	NOUN
issue-1182	282	2	of	of	ADP
issue-1182	282	3	marketing	marketing	NOUN
issue-1182	282	4	,	,	PUNCT
issue-1182	282	5	56	56	NUM
issue-1182	282	6	,	,	PUNCT
issue-1182	282	7	55–68	55–68	NUM
issue-1182	282	8	.	.	PUNCT
issue-1182	283	1	douglas	douglas	PROPN
issue-1182	283	2	,	,	PUNCT
issue-1182	283	3	j.	j.	PROPN
issue-1182	283	4	a.	a.	PROPN
issue-1182	283	5	,	,	PUNCT
issue-1182	283	6	douglas	douglas	PROPN
issue-1182	283	7	,	,	PUNCT
issue-1182	283	8	a.	a.	PROPN
issue-1182	283	9	,	,	PUNCT
issue-1182	283	10	mcclelland	mcclelland	PROPN
issue-1182	283	11	,	,	PUNCT
issue-1182	283	12	r.	r.	PROPN
issue-1182	283	13	j.	j.	PROPN
issue-1182	283	14	,	,	PUNCT
issue-1182	283	15	&	&	CCONJ
issue-1182	283	16	davies	davy	NOUN
issue-1182	283	17	,	,	PUNCT
issue-1182	283	18	j.	j.	PROPN
issue-1182	283	19	(	(	PUNCT
issue-1182	283	20	2015	2015	NUM
issue-1182	283	21	)	)	PUNCT
issue-1182	283	22	.	.	PUNCT
issue-1182	284	1	understanding	understand	VERB
issue-1182	284	2	student	student	NOUN
issue-1182	284	3	satisfaction	satisfaction	NOUN
issue-1182	284	4	and	and	CCONJ
issue-1182	284	5	dissatisfaction	dissatisfaction	NOUN
issue-1182	284	6	:	:	PUNCT
issue-1182	284	7	an	an	DET
issue-1182	284	8	interpretive	interpretive	ADJ
issue-1182	284	9	study	study	NOUN
issue-1182	284	10	in	in	ADP
issue-1182	284	11	the	the	DET
issue-1182	284	12	uk	uk	PROPN
issue-1182	284	13	higher	high	ADJ
issue-1182	284	14	education	education	NOUN
issue-1182	284	15	context	context	NOUN
issue-1182	284	16	.	.	PUNCT
issue-1182	285	1	studies	study	NOUN
issue-1182	285	2	in	in	ADP
issue-1182	285	3	higher	high	ADJ
issue-1182	285	4	education	education	NOUN
issue-1182	285	5	,	,	PUNCT
issue-1182	285	6	40(2	40(2	NUM
issue-1182	285	7	)	)	PUNCT
issue-1182	285	8	,	,	PUNCT
issue-1182	285	9	329–349	329–349	NUM
issue-1182	285	10	.	.	PUNCT
issue-1182	286	1	durvasula	durvasula	PROPN
issue-1182	286	2	,	,	PUNCT
issue-1182	286	3	s.	s.	PROPN
issue-1182	286	4	,	,	PUNCT
issue-1182	286	5	lysonski	lysonski	PROPN
issue-1182	286	6	,	,	PUNCT
issue-1182	286	7	s.	s.	PROPN
issue-1182	286	8	,	,	PUNCT
issue-1182	286	9	&	&	CCONJ
issue-1182	286	10	mehta	mehta	PROPN
issue-1182	286	11	,	,	PUNCT
issue-1182	286	12	s.c	s.c	PROPN
issue-1182	286	13	.	.	PROPN
issue-1182	286	14	,	,	PUNCT
issue-1182	286	15	(	(	PUNCT
issue-1182	286	16	2005	2005	NUM
issue-1182	286	17	)	)	PUNCT
issue-1182	286	18	.	.	PUNCT
issue-1182	287	1	service	service	NOUN
issue-1182	287	2	encounters	encounter	NOUN
issue-1182	287	3	:	:	PUNCT
issue-1182	287	4	the	the	DET
issue-1182	287	5	missing	miss	VERB
issue-1182	287	6	link	link	NOUN
issue-1182	287	7	between	between	ADP
issue-1182	287	8	service	service	NOUN
issue-1182	287	9	quality	quality	NOUN
issue-1182	287	10	perceptions	perception	NOUN
issue-1182	287	11	and	and	CCONJ
issue-1182	287	12	satisfaction	satisfaction	NOUN
issue-1182	287	13	.	.	PUNCT
issue-1182	288	1	journal	journal	NOUN
issue-1182	288	2	of	of	ADP
issue-1182	288	3	applied	apply	VERB
issue-1182	288	4	business	business	NOUN
issue-1182	288	5	research	research	NOUN
issue-1182	288	6	(	(	PUNCT
issue-1182	288	7	jabr	jabr	ADJ
issue-1182	288	8	)	)	PUNCT
issue-1182	288	9	,	,	PUNCT
issue-1182	288	10	21(3	21(3	NUM
issue-1182	288	11	)	)	PUNCT
issue-1182	288	12	.	.	PUNCT
issue-1182	289	1	drennan	drennan	PROPN
issue-1182	289	2	,	,	PUNCT
issue-1182	289	3	j.	j.	PROPN
issue-1182	289	4	,	,	PUNCT
issue-1182	289	5	&	&	CCONJ
issue-1182	289	6	mccoll	mccoll	PROPN
issue-1182	289	7	-	-	PUNCT
issue-1182	289	8	kennedy	kennedy	PROPN
issue-1182	289	9	,	,	PUNCT
issue-1182	289	10	j.	j.	PROPN
issue-1182	289	11	r.	r.	PROPN
issue-1182	289	12	(	(	PUNCT
issue-1182	289	13	2003	2003	NUM
issue-1182	289	14	)	)	PUNCT
issue-1182	289	15	.	.	PUNCT
issue-1182	290	1	the	the	DET
issue-1182	290	2	relationship	relationship	NOUN
issue-1182	290	3	between	between	ADP
issue-1182	290	4	internet	internet	NOUN
issue-1182	290	5	use	use	NOUN
issue-1182	290	6	and	and	CCONJ
issue-1182	290	7	perceived	perceive	VERB
issue-1182	290	8	performance	performance	NOUN
issue-1182	290	9	in	in	ADP
issue-1182	290	10	retail	retail	ADJ
issue-1182	290	11	and	and	CCONJ
issue-1182	290	12	professional	professional	ADJ
issue-1182	290	13	service	service	NOUN
issue-1182	290	14	firms	firm	NOUN
issue-1182	290	15	.	.	PUNCT
issue-1182	291	1	journal	journal	PROPN
issue-1182	291	2	of	of	ADP
issue-1182	291	3	services	service	NOUN
issue-1182	291	4	marketing	marketing	NOUN
issue-1182	291	5	,	,	PUNCT
issue-1182	291	6	17	17	NUM
issue-1182	291	7	(	(	PUNCT
issue-1182	291	8	2/3	2/3	NUM
issue-1182	291	9	)	)	PUNCT
issue-1182	291	10	,	,	PUNCT
issue-1182	291	11	295–312	295–312	NUM
issue-1182	291	12	.	.	PUNCT
issue-1182	292	1	ennew	ennew	PROPN
issue-1182	292	2	,	,	PUNCT
issue-1182	292	3	c.	c.	PROPN
issue-1182	292	4	,	,	PUNCT
issue-1182	292	5	&	&	CCONJ
issue-1182	292	6	schoefer	schoefer	PROPN
issue-1182	292	7	,	,	PUNCT
issue-1182	292	8	k.	k.	PROPN
issue-1182	292	9	(	(	PUNCT
issue-1182	292	10	2003	2003	NUM
issue-1182	292	11	)	)	PUNCT
issue-1182	292	12	.	.	PUNCT
issue-1182	293	1	service	service	NOUN
issue-1182	293	2	failure	failure	NOUN
issue-1182	293	3	and	and	CCONJ
issue-1182	293	4	service	service	NOUN
issue-1182	293	5	recovery	recovery	NOUN
issue-1182	293	6	in	in	ADP
issue-1182	293	7	tourism	tourism	NOUN
issue-1182	293	8	:	:	PUNCT
issue-1182	293	9	a	a	DET
issue-1182	293	10	review	review	NOUN
issue-1182	293	11	.	.	PUNCT
issue-1182	294	1	christel	christel	PROPN
issue-1182	294	2	dehaan	dehaan	PROPN
issue-1182	294	3	tourism	tourism	PROPN
issue-1182	294	4	and	and	CCONJ
issue-1182	294	5	travel	travel	PROPN
issue-1182	294	6	research	research	PROPN
issue-1182	294	7	institute	institute	PROPN
issue-1182	294	8	,	,	PUNCT
issue-1182	294	9	nottingham	nottingham	PROPN
issue-1182	294	10	university	university	PROPN
issue-1182	294	11	business	business	NOUN
issue-1182	294	12	school	school	NOUN
issue-1182	294	13	.	.	PUNCT
issue-1182	295	1	fukawa	fukawa	PROPN
issue-1182	295	2	,	,	PUNCT
issue-1182	295	3	n.	n.	NOUN
issue-1182	295	4	,	,	PUNCT
issue-1182	295	5	&	&	CCONJ
issue-1182	295	6	erevelles	erevelle	NOUN
issue-1182	295	7	,	,	PUNCT
issue-1182	295	8	s.	s.	PROPN
issue-1182	295	9	(	(	PUNCT
issue-1182	295	10	2014	2014	NUM
issue-1182	295	11	)	)	PUNCT
issue-1182	295	12	.	.	PUNCT
issue-1182	296	1	perceived	perceive	VERB
issue-1182	296	2	reasonableness	reasonableness	NOUN
issue-1182	296	3	and	and	CCONJ
issue-1182	296	4	morals	moral	NOUN
issue-1182	296	5	in	in	ADP
issue-1182	296	6	service	service	NOUN
issue-1182	296	7	encounters	encounter	NOUN
issue-1182	296	8	.	.	PUNCT
issue-1182	297	1	journal	journal	PROPN
issue-1182	297	2	of	of	ADP
issue-1182	297	3	business	business	NOUN
issue-1182	297	4	ethics	ethic	NOUN
issue-1182	297	5	,	,	PUNCT
issue-1182	297	6	125(3	125(3	NUM
issue-1182	297	7	)	)	PUNCT
issue-1182	297	8	,	,	PUNCT
issue-1182	297	9	381–400	381–400	NUM
issue-1182	297	10	.	.	PUNCT
issue-1182	298	1	fosu	fosu	PROPN
issue-1182	298	2	,	,	PUNCT
issue-1182	298	3	f.	f.	PROPN
issue-1182	298	4	p.	p.	PROPN
issue-1182	298	5	,	,	PUNCT
issue-1182	298	6	&	&	CCONJ
issue-1182	298	7	owusu	owusu	PROPN
issue-1182	298	8	,	,	PUNCT
issue-1182	298	9	b.	b.	PROPN
issue-1182	298	10	k.	k.	PROPN
issue-1182	298	11	(	(	PUNCT
issue-1182	298	12	2015	2015	NUM
issue-1182	298	13	)	)	PUNCT
issue-1182	298	14	.	.	PUNCT
issue-1182	299	1	understanding	understand	VERB
issue-1182	299	2	ghanaian	ghanaian	ADJ
issue-1182	299	3	students	student	NOUN
issue-1182	299	4	’	'	PUNCT
issue-1182	299	5	perception	perception	NOUN
issue-1182	299	6	of	of	ADP
issue-1182	299	7	service	service	NOUN
issue-1182	299	8	quality	quality	NOUN
issue-1182	299	9	in	in	ADP
issue-1182	299	10	higher	high	ADJ
issue-1182	299	11	education	education	NOUN
issue-1182	299	12	.	.	PUNCT
issue-1182	300	1	european	european	ADJ
issue-1182	300	2	journal	journal	PROPN
issue-1182	300	3	of	of	ADP
issue-1182	300	4	business	business	NOUN
issue-1182	300	5	and	and	CCONJ
issue-1182	300	6	management	management	NOUN
issue-1182	300	7	,	,	PUNCT
issue-1182	300	8	7(9	7(9	NUM
issue-1182	300	9	)	)	PUNCT
issue-1182	300	10	,	,	PUNCT
issue-1182	300	11	96–105	96–105	PROPN
issue-1182	300	12	.	.	PUNCT
issue-1182	300	13	firdaus	firdaus	PROPN
issue-1182	300	14	,	,	PUNCT
issue-1182	300	15	a.	a.	PROPN
issue-1182	300	16	(	(	PUNCT
issue-1182	300	17	2005	2005	NUM
issue-1182	300	18	)	)	PUNCT
issue-1182	300	19	.	.	PUNCT
issue-1182	301	1	the	the	DET
issue-1182	301	2	development	development	NOUN
issue-1182	301	3	of	of	ADP
issue-1182	301	4	hedperf	hedperf	NOUN
issue-1182	301	5	:	:	PUNCT
issue-1182	301	6	a	a	DET
issue-1182	301	7	new	new	ADJ
issue-1182	301	8	measuring	measure	VERB
issue-1182	301	9	instrument	instrument	NOUN
issue-1182	301	10	of	of	ADP
issue-1182	301	11	service	service	NOUN
issue-1182	301	12	quality	quality	NOUN
issue-1182	301	13	for	for	ADP
issue-1182	301	14	the	the	DET
issue-1182	301	15	higher	high	ADJ
issue-1182	301	16	education	education	NOUN
issue-1182	301	17	sector	sector	NOUN
issue-1182	301	18	.	.	PUNCT
issue-1182	302	1	international	international	ADJ
issue-1182	302	2	journal	journal	PROPN
issue-1182	302	3	of	of	ADP
issue-1182	302	4	consumer	consumer	NOUN
issue-1182	302	5	studies	study	NOUN
issue-1182	302	6	,	,	PUNCT
issue-1182	302	7	30(6	30(6	NUM
issue-1182	302	8	)	)	PUNCT
issue-1182	302	9	,	,	PUNCT
issue-1182	302	10	569–581	569–581	NUM
issue-1182	302	11	.	.	PUNCT
issue-1182	303	1	firdaus	firdaus	PROPN
issue-1182	303	2	,	,	PUNCT
issue-1182	303	3	a.	a.	NOUN
issue-1182	303	4	(	(	PUNCT
issue-1182	303	5	2006	2006	NUM
issue-1182	303	6	)	)	PUNCT
issue-1182	303	7	.	.	PUNCT
issue-1182	304	1	measuring	measure	VERB
issue-1182	304	2	service	service	NOUN
issue-1182	304	3	quality	quality	NOUN
issue-1182	304	4	in	in	ADP
issue-1182	304	5	higher	high	ADJ
issue-1182	304	6	education	education	NOUN
issue-1182	304	7	:	:	PUNCT
issue-1182	304	8	hedperf	hedperf	NOUN
issue-1182	304	9	versus	versus	ADP
issue-1182	304	10	servperf	servperf	NOUN
issue-1182	304	11	.	.	PUNCT
issue-1182	305	1	marketing	marketing	NOUN
issue-1182	305	2	intelligence	intelligence	PROPN
issue-1182	305	3	&	&	CCONJ
issue-1182	305	4	planning	planning	NOUN
issue-1182	305	5	,	,	PUNCT
issue-1182	305	6	24(1	24(1	NUM
issue-1182	305	7	)	)	PUNCT
issue-1182	305	8	,	,	PUNCT
issue-1182	305	9	31–47	31–47	PROPN
issue-1182	305	10	.	.	PUNCT
issue-1182	305	11	hoffman	hoffman	PROPN
issue-1182	305	12	,	,	PUNCT
issue-1182	305	13	k.	k.	PROPN
issue-1182	305	14	d.	d.	PROPN
issue-1182	305	15	,	,	PUNCT
issue-1182	305	16	&	&	CCONJ
issue-1182	305	17	lee	lee	PROPN
issue-1182	305	18	,	,	PUNCT
issue-1182	305	19	s.	s.	PROPN
issue-1182	305	20	h.	h.	PROPN
issue-1182	305	21	(	(	PUNCT
issue-1182	305	22	2015	2015	NUM
issue-1182	305	23	)	)	PUNCT
issue-1182	305	24	.	.	PUNCT
issue-1182	306	1	a	a	DET
issue-1182	306	2	cit	cit	PROPN
issue-1182	306	3	investigation	investigation	NOUN
issue-1182	306	4	of	of	ADP
issue-1182	306	5	disruptive	disruptive	ADJ
issue-1182	306	6	student	student	NOUN
issue-1182	306	7	behaviours	behaviour	NOUN
issue-1182	306	8	:	:	PUNCT
issue-1182	306	9	the	the	DET
issue-1182	306	10	students	student	NOUN
issue-1182	306	11	'	'	PART
issue-1182	306	12	perspective	perspective	NOUN
issue-1182	306	13	.	.	PUNCT
issue-1182	307	1	marketing	marketing	NOUN
issue-1182	307	2	education	education	NOUN
issue-1182	307	3	review	review	NOUN
issue-1182	307	4	,	,	PUNCT
issue-1182	307	5	25(2	25(2	NUM
issue-1182	307	6	)	)	PUNCT
issue-1182	307	7	,	,	PUNCT
issue-1182	307	8	115–126	115–126	NUM
issue-1182	307	9	.	.	PUNCT
issue-1182	308	1	hussey	hussey	PROPN
issue-1182	308	2	,	,	PUNCT
issue-1182	308	3	t.	t.	PROPN
issue-1182	308	4	,	,	PUNCT
issue-1182	308	5	&	&	CCONJ
issue-1182	308	6	smith	smith	PROPN
issue-1182	308	7	,	,	PUNCT
issue-1182	308	8	p.	p.	PROPN
issue-1182	308	9	(	(	PUNCT
issue-1182	308	10	2010	2010	NUM
issue-1182	308	11	)	)	PUNCT
issue-1182	308	12	.	.	PUNCT
issue-1182	309	1	the	the	DET
issue-1182	309	2	trouble	trouble	NOUN
issue-1182	309	3	with	with	ADP
issue-1182	309	4	higher	high	ADJ
issue-1182	309	5	education	education	NOUN
issue-1182	309	6	:	:	PUNCT
issue-1182	309	7	a	a	DET
issue-1182	309	8	critical	critical	ADJ
issue-1182	309	9	examination	examination	NOUN
issue-1182	309	10	of	of	ADP
issue-1182	309	11	our	our	PRON
issue-1182	309	12	universities	university	NOUN
issue-1182	309	13	.	.	PUNCT
issue-1182	310	1	new	new	PROPN
issue-1182	310	2	york	york	PROPN
issue-1182	310	3	,	,	PUNCT
issue-1182	310	4	ny	ny	PROPN
issue-1182	310	5	:	:	PUNCT
issue-1182	310	6	routledge	routledge	PROPN
issue-1182	310	7	.	.	PUNCT
issue-1182	311	1	john	john	PROPN
issue-1182	311	2	,	,	PUNCT
issue-1182	311	3	j.	j.	PROPN
issue-1182	311	4	(	(	PUNCT
issue-1182	311	5	1996	1996	NUM
issue-1182	311	6	)	)	PUNCT
issue-1182	311	7	.	.	PUNCT
issue-1182	312	1	a	a	DET
issue-1182	312	2	dramaturgical	dramaturgical	ADJ
issue-1182	312	3	view	view	NOUN
issue-1182	312	4	of	of	ADP
issue-1182	312	5	the	the	DET
issue-1182	312	6	health	health	NOUN
issue-1182	312	7	care	care	NOUN
issue-1182	312	8	service	service	NOUN
issue-1182	312	9	encounter	encounter	NOUN
issue-1182	312	10	:	:	PUNCT
issue-1182	312	11	cultural	cultural	ADJ
issue-1182	312	12	value‐based	value‐based	ADJ
issue-1182	312	13	impression	impression	NOUN
issue-1182	312	14	management	management	NOUN
issue-1182	312	15	guidelines	guideline	NOUN
issue-1182	312	16	for	for	ADP
issue-1182	312	17	medical	medical	ADJ
issue-1182	312	18	professional	professional	ADJ
issue-1182	312	19	behaviour	behaviour	NOUN
issue-1182	312	20	.	.	PUNCT
issue-1182	313	1	european	european	PROPN
issue-1182	313	2	journal	journal	PROPN
issue-1182	313	3	of	of	ADP
issue-1182	313	4	marketing	marketing	NOUN
issue-1182	313	5	,	,	PUNCT
issue-1182	313	6	30	30	NUM
issue-1182	313	7	(	(	PUNCT
issue-1182	313	8	9	9	NUM
issue-1182	313	9	)	)	PUNCT
issue-1182	313	10	,	,	PUNCT
issue-1182	313	11	60–74	60–74	NUM
issue-1182	313	12	.	.	PUNCT
issue-1182	314	1	doi	doi	NOUN
issue-1182	314	2	:	:	PUNCT
issue-1182	314	3	https://doi.org/10.1108/03090569610130043	https://doi.org/10.1108/03090569610130043	NOUN
issue-1182	314	4	larivière	larivière	NOUN
issue-1182	314	5	,	,	PUNCT
issue-1182	314	6	b.	b.	PROPN
issue-1182	314	7	,	,	PUNCT
issue-1182	314	8	bowen	bowen	PROPN
issue-1182	314	9	,	,	PUNCT
issue-1182	314	10	d.	d.	PROPN
issue-1182	314	11	,	,	PUNCT
issue-1182	314	12	andreassen	andreassen	PROPN
issue-1182	314	13	,	,	PUNCT
issue-1182	314	14	t.w	t.w	PROPN
issue-1182	314	15	.	.	PROPN
issue-1182	314	16	,	,	PUNCT
issue-1182	314	17	kunz	kunz	PROPN
issue-1182	314	18	,	,	PUNCT
issue-1182	314	19	w.	w.	PROPN
issue-1182	314	20	,	,	PUNCT
issue-1182	314	21	sirianni	sirianni	PROPN
issue-1182	314	22	,	,	PUNCT
issue-1182	314	23	n.j	n.j	PROPN
issue-1182	314	24	.	.	PROPN
issue-1182	314	25	,	,	PUNCT
issue-1182	314	26	voss	voss	PROPN
issue-1182	314	27	,	,	PUNCT
issue-1182	314	28	c.	c.	PROPN
issue-1182	314	29	,	,	PUNCT
issue-1182	314	30	wünderlich	wünderlich	NOUN
issue-1182	314	31	,	,	PUNCT
issue-1182	314	32	n.	n.	PROPN
issue-1182	314	33	v.	v.	PROPN
issue-1182	314	34	,	,	PUNCT
issue-1182	314	35	&	&	CCONJ
issue-1182	314	36	de	de	PROPN
issue-1182	314	37	keyser	keyser	PROPN
issue-1182	314	38	,	,	PUNCT
issue-1182	314	39	a.	a.	NOUN
issue-1182	314	40	(	(	PUNCT
issue-1182	314	41	2017	2017	NUM
issue-1182	314	42	)	)	PUNCT
issue-1182	314	43	.	.	PUNCT
issue-1182	315	1	“	"	PUNCT
issue-1182	315	2	service	service	NOUN
issue-1182	315	3	encounter	encounter	VERB
issue-1182	315	4	2.0	2.0	NUM
issue-1182	315	5	”	"	PUNCT
issue-1182	315	6	:	:	PUNCT
issue-1182	315	7	an	an	DET
issue-1182	315	8	investigation	investigation	NOUN
issue-1182	315	9	into	into	ADP
issue-1182	315	10	the	the	DET
issue-1182	315	11	roles	role	NOUN
issue-1182	315	12	of	of	ADP
issue-1182	315	13	technology	technology	NOUN
issue-1182	315	14	,	,	PUNCT
issue-1182	315	15	employees	employee	NOUN
issue-1182	315	16	and	and	CCONJ
issue-1182	315	17	customers	customer	NOUN
issue-1182	315	18	.	.	PUNCT
issue-1182	316	1	journal	journal	PROPN
issue-1182	316	2	of	of	ADP
issue-1182	316	3	business	business	NOUN
issue-1182	316	4	research	research	NOUN
issue-1182	316	5	,	,	PUNCT
issue-1182	316	6	79	79	NUM
issue-1182	316	7	,	,	PUNCT
issue-1182	316	8	238–246	238–246	NUM
issue-1182	316	9	.	.	PUNCT
issue-1182	317	1	lloyd	lloyd	PROPN
issue-1182	317	2	,	,	PUNCT
issue-1182	317	3	a.	a.	PROPN
issue-1182	317	4	e.	e.	PROPN
issue-1182	317	5	,	,	PUNCT
issue-1182	317	6	&	&	CCONJ
issue-1182	317	7	luk	luk	PROPN
issue-1182	317	8	,	,	PUNCT
issue-1182	317	9	s.	s.	PROPN
issue-1182	317	10	t.	t.	PROPN
issue-1182	317	11	k.	k.	PROPN
issue-1182	317	12	(	(	PUNCT
issue-1182	317	13	2011	2011	NUM
issue-1182	317	14	)	)	PUNCT
issue-1182	317	15	.	.	PUNCT
issue-1182	318	1	interaction	interaction	NOUN
issue-1182	318	2	behaviours	behaviour	NOUN
issue-1182	318	3	leading	lead	VERB
issue-1182	318	4	to	to	ADP
issue-1182	318	5	comfort	comfort	NOUN
issue-1182	318	6	in	in	ADP
issue-1182	318	7	the	the	DET
issue-1182	318	8	service	service	NOUN
issue-1182	318	9	encounter	encounter	NOUN
issue-1182	318	10	.	.	PUNCT
issue-1182	319	1	journal	journal	NOUN
issue-1182	319	2	of	of	ADP
issue-1182	319	3	services	service	NOUN
issue-1182	319	4	marketing	marketing	NOUN
issue-1182	319	5	,	,	PUNCT
issue-1182	319	6	25(3	25(3	NUM
issue-1182	319	7	)	)	PUNCT
issue-1182	319	8	,	,	PUNCT
issue-1182	319	9	176–189	176–189	NUM
issue-1182	319	10	.	.	PUNCT
issue-1182	320	1	mattila	mattila	NOUN
issue-1182	320	2	,	,	PUNCT
issue-1182	320	3	a.	a.	PROPN
issue-1182	320	4	s.	s.	PROPN
issue-1182	320	5	,	,	PUNCT
issue-1182	320	6	&	&	CCONJ
issue-1182	320	7	enz	enz	PROPN
issue-1182	320	8	,	,	PUNCT
issue-1182	320	9	c.	c.	PROPN
issue-1182	320	10	a.	a.	PROPN
issue-1182	320	11	(	(	PUNCT
issue-1182	320	12	2002	2002	NUM
issue-1182	320	13	)	)	PUNCT
issue-1182	320	14	.	.	PUNCT
issue-1182	321	1	the	the	DET
issue-1182	321	2	role	role	NOUN
issue-1182	321	3	of	of	ADP
issue-1182	321	4	emotions	emotion	NOUN
issue-1182	321	5	in	in	ADP
issue-1182	321	6	service	service	NOUN
issue-1182	321	7	encounters	encounter	NOUN
issue-1182	321	8	.	.	PUNCT
issue-1182	322	1	cornell	cornell	PROPN
issue-1182	322	2	university	university	PROPN
issue-1182	322	3	school	school	NOUN
issue-1182	322	4	of	of	ADP
issue-1182	322	5	hotel	hotel	PROPN
issue-1182	322	6	administration	administration	NOUN
issue-1182	322	7	.	.	PUNCT
issue-1182	323	1	available	available	ADJ
issue-1182	323	2	at	at	ADP
issue-1182	323	3	:	:	PUNCT
issue-1182	323	4	http://scholarship.sha.cornell.edu/articles/618	http://scholarship.sha.cornell.edu/articles/618	NOUN
issue-1182	323	5	.	.	PUNCT
issue-1182	324	1	accessed	access	VERB
issue-1182	324	2	2	2	NUM
issue-1182	324	3	february	february	NOUN
issue-1182	324	4	2019	2019	NUM
issue-1182	324	5	migdadi	migdadi	NOUN
issue-1182	324	6	,	,	PUNCT
issue-1182	324	7	y.	y.	PROPN
issue-1182	324	8	k.	k.	PROPN
issue-1182	324	9	(	(	PUNCT
issue-1182	324	10	2008	2008	NUM
issue-1182	324	11	)	)	PUNCT
issue-1182	324	12	.	.	PUNCT
issue-1182	325	1	quantitative	quantitative	ADJ
issue-1182	325	2	evaluation	evaluation	NOUN
issue-1182	325	3	of	of	ADP
issue-1182	325	4	the	the	DET
issue-1182	325	5	internet	internet	NOUN
issue-1182	325	6	banking	banking	NOUN
issue-1182	325	7	service	service	NOUN
issue-1182	325	8	encounter	encounter	NOUN
issue-1182	325	9	's	's	PART
issue-1182	325	10	quality	quality	NOUN
issue-1182	325	11	:	:	PUNCT
issue-1182	325	12	comparative	comparative	ADJ
issue-1182	325	13	study	study	NOUN
issue-1182	325	14	between	between	ADP
issue-1182	325	15	jordan	jordan	PROPN
issue-1182	325	16	and	and	CCONJ
issue-1182	325	17	the	the	DET
issue-1182	325	18	uk	uk	PROPN
issue-1182	325	19	retail	retail	ADJ
issue-1182	325	20	banks	bank	NOUN
issue-1182	325	21	.	.	PUNCT
issue-1182	326	1	the	the	DET
issue-1182	326	2	journal	journal	NOUN
issue-1182	326	3	of	of	ADP
issue-1182	326	4	internet	internet	NOUN
issue-1182	326	5	banking	banking	NOUN
issue-1182	326	6	and	and	CCONJ
issue-1182	326	7	commerce	commerce	PROPN
issue-1182	326	8	,	,	PUNCT
issue-1182	326	9	13(2	13(2	PROPN
issue-1182	326	10	)	)	PUNCT
issue-1182	326	11	,	,	PUNCT
issue-1182	326	12	1–8	1–8	X
issue-1182	326	13	.	.	PUNCT
issue-1182	326	14	normann	normann	PROPN
issue-1182	326	15	,	,	PUNCT
issue-1182	326	16	r.	r.	PROPN
issue-1182	326	17	(	(	PUNCT
issue-1182	326	18	1984	1984	NUM
issue-1182	326	19	)	)	PUNCT
issue-1182	326	20	.	.	PUNCT
issue-1182	327	1	service	service	NOUN
issue-1182	327	2	management	management	NOUN
issue-1182	327	3	.	.	PUNCT
issue-1182	328	1	chichester	chichester	PROPN
issue-1182	328	2	:	:	PUNCT
issue-1182	328	3	john	john	PROPN
issue-1182	328	4	wiley	wiley	PROPN
issue-1182	328	5	&	&	CCONJ
issue-1182	328	6	sons	son	NOUN
issue-1182	328	7	.	.	PUNCT
issue-1182	329	1	baltic	baltic	PROPN
issue-1182	329	2	journal	journal	PROPN
issue-1182	329	3	of	of	ADP
issue-1182	329	4	economic	economic	ADJ
issue-1182	329	5	studies	study	NOUN
issue-1182	329	6	28	28	NUM
issue-1182	329	7	vol	vol	NOUN
issue-1182	329	8	.	.	PROPN
issue-1182	330	1	7	7	NUM
issue-1182	330	2	no	no	NOUN
issue-1182	330	3	.	.	NOUN
issue-1182	331	1	3	3	NUM
issue-1182	331	2	,	,	PUNCT
issue-1182	331	3	2021	2021	NUM
issue-1182	331	4	o’connor	o’connor	ADV
issue-1182	331	5	,	,	PUNCT
issue-1182	331	6	i.	i.	PROPN
issue-1182	331	7	,	,	PUNCT
issue-1182	331	8	&	&	CCONJ
issue-1182	331	9	moodie	moodie	PROPN
issue-1182	331	10	,	,	PUNCT
issue-1182	331	11	g.	g.	PROPN
issue-1182	331	12	(	(	PUNCT
issue-1182	331	13	2007	2007	NUM
issue-1182	331	14	)	)	PUNCT
issue-1182	331	15	.	.	PUNCT
issue-1182	332	1	major	major	ADJ
issue-1182	332	2	issues	issue	NOUN
issue-1182	332	3	facing	face	VERB
issue-1182	332	4	universities	university	NOUN
issue-1182	332	5	.	.	PUNCT
issue-1182	333	1	in	in	ADP
issue-1182	333	2	:	:	PUNCT
issue-1182	333	3	universities	university	NOUN
issue-1182	333	4	australia	australia	PROPN
issue-1182	333	5	staff	staff	NOUN
issue-1182	333	6	development	development	NOUN
issue-1182	333	7	and	and	CCONJ
issue-1182	333	8	training	training	NOUN
issue-1182	333	9	program	program	NOUN
issue-1182	333	10	student	student	NOUN
issue-1182	333	11	administration	administration	PROPN
issue-1182	333	12	conference	conference	PROPN
issue-1182	333	13	,	,	PUNCT
issue-1182	333	14	brisbane	brisbane	NOUN
issue-1182	333	15	.	.	PUNCT
issue-1182	334	1	palmer	palmer	PROPN
issue-1182	334	2	,	,	PUNCT
issue-1182	334	3	a.	a.	NOUN
issue-1182	334	4	(	(	PUNCT
issue-1182	334	5	2011	2011	NUM
issue-1182	334	6	)	)	PUNCT
issue-1182	334	7	.	.	PUNCT
issue-1182	335	1	principles	principle	NOUN
issue-1182	335	2	of	of	ADP
issue-1182	335	3	services	service	NOUN
issue-1182	335	4	marketing	marketing	NOUN
issue-1182	335	5	.	.	PUNCT
issue-1182	336	1	6th	6th	ADJ
issue-1182	336	2	ed	ed	NOUN
issue-1182	336	3	.	.	PUNCT
issue-1182	336	4	berkshire	berkshire	PROPN
issue-1182	336	5	:	:	PUNCT
issue-1182	336	6	mcgraw	mcgraw	PROPN
issue-1182	336	7	-	-	PUNCT
issue-1182	336	8	hill	hill	PROPN
issue-1182	336	9	.	.	PUNCT
issue-1182	337	1	patterson	patterson	PROPN
issue-1182	337	2	,	,	PUNCT
issue-1182	337	3	p.	p.	PROPN
issue-1182	337	4	g.	g.	PROPN
issue-1182	337	5	,	,	PUNCT
issue-1182	337	6	&	&	CCONJ
issue-1182	337	7	mattila	mattila	PROPN
issue-1182	337	8	,	,	PUNCT
issue-1182	337	9	a.	a.	PROPN
issue-1182	337	10	s.	s.	PROPN
issue-1182	337	11	(	(	PUNCT
issue-1182	337	12	2008	2008	NUM
issue-1182	337	13	)	)	PUNCT
issue-1182	337	14	.	.	PUNCT
issue-1182	338	1	an	an	DET
issue-1182	338	2	examination	examination	NOUN
issue-1182	338	3	of	of	ADP
issue-1182	338	4	the	the	DET
issue-1182	338	5	impact	impact	NOUN
issue-1182	338	6	of	of	ADP
issue-1182	338	7	cultural	cultural	ADJ
issue-1182	338	8	orientation	orientation	NOUN
issue-1182	338	9	and	and	CCONJ
issue-1182	338	10	familiarity	familiarity	NOUN
issue-1182	338	11	in	in	ADP
issue-1182	338	12	service	service	NOUN
issue-1182	338	13	encounter	encounter	NOUN
issue-1182	338	14	evaluations	evaluation	NOUN
issue-1182	338	15	.	.	PUNCT
issue-1182	339	1	international	international	ADJ
issue-1182	339	2	journal	journal	PROPN
issue-1182	339	3	of	of	ADP
issue-1182	339	4	service	service	NOUN
issue-1182	339	5	industry	industry	NOUN
issue-1182	339	6	management	management	NOUN
issue-1182	339	7	,	,	PUNCT
issue-1182	339	8	19(5	19(5	NUM
issue-1182	339	9	)	)	PUNCT
issue-1182	339	10	,	,	PUNCT
issue-1182	339	11	662–681	662–681	NUM
issue-1182	339	12	.	.	PUNCT
issue-1182	340	1	doi	doi	NOUN
issue-1182	340	2	:	:	PUNCT
issue-1182	340	3	https://doi.org/10.1108/09564230810903514	https://doi.org/10.1108/09564230810903514	NUM
issue-1182	340	4	price	price	NOUN
issue-1182	340	5	,	,	PUNCT
issue-1182	340	6	l.	l.	PROPN
issue-1182	340	7	l.	l.	PROPN
issue-1182	340	8	,	,	PUNCT
issue-1182	340	9	arnould	arnould	PROPN
issue-1182	340	10	,	,	PUNCT
issue-1182	340	11	e.	e.	PROPN
issue-1182	340	12	j.	j.	PROPN
issue-1182	340	13	,	,	PUNCT
issue-1182	340	14	&	&	CCONJ
issue-1182	340	15	tierney	tierney	PROPN
issue-1182	340	16	,	,	PUNCT
issue-1182	340	17	p.	p.	PROPN
issue-1182	340	18	(	(	PUNCT
issue-1182	340	19	1995	1995	NUM
issue-1182	340	20	)	)	PUNCT
issue-1182	340	21	.	.	PUNCT
issue-1182	341	1	going	go	VERB
issue-1182	341	2	to	to	ADP
issue-1182	341	3	extremes	extreme	NOUN
issue-1182	341	4	:	:	PUNCT
issue-1182	341	5	managing	manage	VERB
issue-1182	341	6	service	service	NOUN
issue-1182	341	7	encounters	encounter	NOUN
issue-1182	341	8	and	and	CCONJ
issue-1182	341	9	assessing	assess	VERB
issue-1182	341	10	providers	provider	NOUN
issue-1182	341	11	’	'	PUNCT
issue-1182	341	12	performance	performance	NOUN
issue-1182	341	13	.	.	PUNCT
issue-1182	342	1	journal	journal	NOUN
issue-1182	342	2	of	of	ADP
issue-1182	342	3	marketing	marketing	NOUN
issue-1182	342	4	,	,	PUNCT
issue-1182	342	5	59	59	NUM
issue-1182	342	6	,	,	PUNCT
issue-1182	342	7	83–97	83–97	NUM
issue-1182	342	8	.	.	PUNCT
issue-1182	343	1	qiu	qiu	PROPN
issue-1182	343	2	,	,	PUNCT
issue-1182	343	3	r.	r.	PROPN
issue-1182	343	4	g.	g.	PROPN
issue-1182	343	5	(	(	PUNCT
issue-1182	343	6	2013	2013	NUM
issue-1182	343	7	)	)	PUNCT
issue-1182	343	8	.	.	PUNCT
issue-1182	344	1	we	we	PRON
issue-1182	344	2	must	must	AUX
issue-1182	344	3	rethink	rethink	VERB
issue-1182	344	4	service	service	NOUN
issue-1182	344	5	encounters	encounter	NOUN
issue-1182	344	6	.	.	PUNCT
issue-1182	345	1	service	service	NOUN
issue-1182	345	2	science	science	NOUN
issue-1182	345	3	,	,	PUNCT
issue-1182	345	4	5(1	5(1	NUM
issue-1182	345	5	)	)	PUNCT
issue-1182	345	6	,	,	PUNCT
issue-1182	345	7	1–13	1–13	NOUN
issue-1182	345	8	.	.	PUNCT
issue-1182	346	1	ramdas	ramdas	PROPN
issue-1182	346	2	,	,	PUNCT
issue-1182	346	3	k.	k.	PROPN
issue-1182	346	4	,	,	PUNCT
issue-1182	346	5	teisberg	teisberg	PROPN
issue-1182	346	6	,	,	PUNCT
issue-1182	346	7	e.	e.	PROPN
issue-1182	346	8	,	,	PUNCT
issue-1182	346	9	&	&	CCONJ
issue-1182	346	10	tucker	tucker	PROPN
issue-1182	346	11	,	,	PUNCT
issue-1182	346	12	a.	a.	PROPN
issue-1182	346	13	l.	l.	PROPN
issue-1182	346	14	(	(	PUNCT
issue-1182	346	15	2012	2012	NUM
issue-1182	346	16	)	)	PUNCT
issue-1182	346	17	four	four	NUM
issue-1182	346	18	ways	way	NOUN
issue-1182	346	19	to	to	PART
issue-1182	346	20	reinvent	reinvent	VERB
issue-1182	346	21	service	service	NOUN
issue-1182	346	22	delivery	delivery	NOUN
issue-1182	346	23	.	.	PUNCT
issue-1182	347	1	harvard	harvard	PROPN
issue-1182	347	2	bus	bus	PROPN
issue-1182	347	3	.	.	PUNCT
issue-1182	348	1	rev	rev	PROPN
issue-1182	348	2	,	,	PUNCT
issue-1182	348	3	90(12	90(12	NUM
issue-1182	348	4	)	)	PUNCT
issue-1182	348	5	,	,	PUNCT
issue-1182	348	6	98–106	98–106	NUM
issue-1182	348	7	.	.	PUNCT
issue-1182	349	1	rasli	rasli	PROPN
issue-1182	349	2	,	,	PUNCT
issue-1182	349	3	a.	a.	NOUN
issue-1182	349	4	,	,	PUNCT
issue-1182	349	5	danjuma	danjuma	PROPN
issue-1182	349	6	,	,	PUNCT
issue-1182	349	7	i.	i.	PROPN
issue-1182	349	8	,	,	PUNCT
issue-1182	349	9	yew	yew	PROPN
issue-1182	349	10	,	,	PUNCT
issue-1182	349	11	l.	l.	PROPN
issue-1182	349	12	k.	k.	PROPN
issue-1182	349	13	,	,	PUNCT
issue-1182	349	14	&	&	CCONJ
issue-1182	349	15	igbal	igbal	PROPN
issue-1182	349	16	,	,	PUNCT
issue-1182	349	17	m.	m.	PROPN
issue-1182	349	18	j.	j.	PROPN
issue-1182	349	19	(	(	PUNCT
issue-1182	349	20	2011	2011	NUM
issue-1182	349	21	)	)	PUNCT
issue-1182	349	22	.	.	PUNCT
issue-1182	350	1	service	service	NOUN
issue-1182	350	2	quality	quality	NOUN
issue-1182	350	3	,	,	PUNCT
issue-1182	350	4	customer	customer	NOUN
issue-1182	350	5	satisfaction	satisfaction	NOUN
issue-1182	350	6	in	in	ADP
issue-1182	350	7	technology	technology	NOUN
issue-1182	350	8	-	-	PUNCT
issue-1182	350	9	based	base	VERB
issue-1182	350	10	universities	university	NOUN
issue-1182	350	11	.	.	PUNCT
issue-1182	351	1	african	african	ADJ
issue-1182	351	2	journal	journal	PROPN
issue-1182	351	3	of	of	ADP
issue-1182	351	4	business	business	NOUN
issue-1182	351	5	management	management	NOUN
issue-1182	351	6	,	,	PUNCT
issue-1182	351	7	5(15	5(15	NUM
issue-1182	351	8	)	)	PUNCT
issue-1182	351	9	,	,	PUNCT
issue-1182	351	10	6541	6541	NUM
issue-1182	351	11	.	.	PUNCT
issue-1182	352	1	shostack	shostack	NOUN
issue-1182	352	2	,	,	PUNCT
issue-1182	352	3	g.	g.	PROPN
issue-1182	352	4	l.	l.	PROPN
issue-1182	352	5	(	(	PUNCT
issue-1182	352	6	1985	1985	NUM
issue-1182	352	7	)	)	PUNCT
issue-1182	352	8	.	.	PUNCT
issue-1182	353	1	planning	plan	VERB
issue-1182	353	2	the	the	DET
issue-1182	353	3	service	service	NOUN
issue-1182	353	4	encounter	encounter	NOUN
issue-1182	353	5	.	.	PUNCT
issue-1182	354	1	in	in	ADP
issue-1182	354	2	j.	j.	PROPN
issue-1182	354	3	a.	a.	PROPN
issue-1182	354	4	czepiel	czepiel	PROPN
issue-1182	354	5	,	,	PUNCT
issue-1182	354	6	m.	m.	PROPN
issue-1182	354	7	r.	r.	PROPN
issue-1182	354	8	soloman	soloman	PROPN
issue-1182	354	9	,	,	PUNCT
issue-1182	354	10	&	&	CCONJ
issue-1182	354	11	c.	c.	PROPN
issue-1182	354	12	f.	f.	PROPN
issue-1182	354	13	suprenant	suprenant	PROPN
issue-1182	354	14	(	(	PUNCT
issue-1182	354	15	eds	ed	NOUN
issue-1182	354	16	.	.	PUNCT
issue-1182	354	17	)	)	PUNCT
issue-1182	354	18	,	,	PUNCT
issue-1182	354	19	the	the	DET
issue-1182	354	20	service	service	NOUN
issue-1182	354	21	encounter	encounter	NOUN
issue-1182	354	22	(	(	PUNCT
issue-1182	354	23	pp	pp	ADJ
issue-1182	354	24	.	.	PUNCT
issue-1182	355	1	243–254	243–254	NUM
issue-1182	355	2	)	)	PUNCT
issue-1182	355	3	.	.	PUNCT
issue-1182	356	1	lexicon	lexicon	PROPN
issue-1182	356	2	,	,	PUNCT
issue-1182	356	3	ma	ma	PROPN
issue-1182	356	4	:	:	PUNCT
issue-1182	356	5	lexicon	lexicon	ADJ
issue-1182	356	6	books	book	NOUN
issue-1182	356	7	.	.	PUNCT
issue-1182	357	1	smith	smith	PROPN
issue-1182	357	2	,	,	PUNCT
issue-1182	357	3	a.	a.	PROPN
issue-1182	357	4	k.	k.	PROPN
issue-1182	357	5	,	,	PUNCT
issue-1182	357	6	bolton	bolton	PROPN
issue-1182	357	7	,	,	PUNCT
issue-1182	357	8	r.	r.	PROPN
issue-1182	357	9	n.	n.	PROPN
issue-1182	357	10	&	&	CCONJ
issue-1182	357	11	wagner	wagner	PROPN
issue-1182	357	12	,	,	PUNCT
issue-1182	357	13	j.	j.	PROPN
issue-1182	357	14	(	(	PUNCT
issue-1182	357	15	1999	1999	NUM
issue-1182	357	16	)	)	PUNCT
issue-1182	357	17	.	.	PUNCT
issue-1182	358	1	a	a	DET
issue-1182	358	2	model	model	NOUN
issue-1182	358	3	of	of	ADP
issue-1182	358	4	customer	customer	NOUN
issue-1182	358	5	satisfaction	satisfaction	NOUN
issue-1182	358	6	with	with	ADP
issue-1182	358	7	service	service	NOUN
issue-1182	358	8	encounters	encounter	NOUN
issue-1182	358	9	involving	involve	VERB
issue-1182	358	10	failure	failure	NOUN
issue-1182	358	11	and	and	CCONJ
issue-1182	358	12	recovery	recovery	NOUN
issue-1182	358	13	.	.	PUNCT
issue-1182	359	1	journal	journal	NOUN
issue-1182	359	2	of	of	ADP
issue-1182	359	3	marketing	marketing	NOUN
issue-1182	359	4	research	research	NOUN
issue-1182	359	5	,	,	PUNCT
issue-1182	359	6	36(3	36(3	NUM
issue-1182	359	7	)	)	PUNCT
issue-1182	359	8	,	,	PUNCT
issue-1182	359	9	356–372	356–372	NUM
issue-1182	359	10	.	.	PUNCT
issue-1182	360	1	solomon	solomon	PROPN
issue-1182	360	2	,	,	PUNCT
issue-1182	360	3	m.	m.	PROPN
issue-1182	360	4	r.	r.	PROPN
issue-1182	360	5	,	,	PUNCT
issue-1182	360	6	marshall	marshall	PROPN
issue-1182	360	7	,	,	PUNCT
issue-1182	360	8	g.	g.	PROPN
issue-1182	360	9	w.	w.	PROPN
issue-1182	360	10	,	,	PUNCT
issue-1182	360	11	&	&	CCONJ
issue-1182	360	12	stuart	stuart	PROPN
issue-1182	360	13	,	,	PUNCT
issue-1182	360	14	e.	e.	PROPN
issue-1182	360	15	w.	w.	PROPN
issue-1182	360	16	(	(	PUNCT
issue-1182	360	17	2012	2012	NUM
issue-1182	360	18	)	)	PUNCT
issue-1182	360	19	.	.	PUNCT
issue-1182	361	1	marketing	marketing	NOUN
issue-1182	361	2	:	:	PUNCT
issue-1182	361	3	real	real	ADJ
issue-1182	361	4	people	people	NOUN
issue-1182	361	5	real	real	ADJ
issue-1182	361	6	choices	choice	NOUN
issue-1182	361	7	.	.	PUNCT
issue-1182	362	1	7thed	7thed	NUM
issue-1182	362	2	.	.	X
issue-1182	362	3	boston	boston	PROPN
issue-1182	362	4	ma	ma	PROPN
issue-1182	362	5	:	:	PUNCT
issue-1182	362	6	pearson	pearson	PROPN
issue-1182	362	7	.	.	PROPN
issue-1182	363	1	suprenant	suprenant	PROPN
issue-1182	363	2	,	,	PUNCT
issue-1182	363	3	c.	c.	PROPN
issue-1182	363	4	f.	f.	PROPN
issue-1182	363	5	,	,	PUNCT
issue-1182	363	6	&	&	CCONJ
issue-1182	363	7	solomon	solomon	PROPN
issue-1182	363	8	,	,	PUNCT
issue-1182	363	9	m.	m.	PROPN
issue-1182	363	10	r.	r.	PROPN
issue-1182	363	11	(	(	PUNCT
issue-1182	363	12	1987	1987	NUM
issue-1182	363	13	)	)	PUNCT
issue-1182	363	14	.	.	PUNCT
issue-1182	364	1	predictability	predictability	NOUN
issue-1182	364	2	and	and	CCONJ
issue-1182	364	3	personalization	personalization	NOUN
issue-1182	364	4	in	in	ADP
issue-1182	364	5	the	the	DET
issue-1182	364	6	service	service	NOUN
issue-1182	364	7	encounter	encounter	NOUN
issue-1182	364	8	.	.	PUNCT
issue-1182	365	1	journal	journal	NOUN
issue-1182	365	2	of	of	ADP
issue-1182	365	3	marketing	marketing	NOUN
issue-1182	365	4	,	,	PUNCT
issue-1182	365	5	51(2	51(2	NUM
issue-1182	365	6	)	)	PUNCT
issue-1182	365	7	,	,	PUNCT
issue-1182	365	8	86–96	86–96	NUM
issue-1182	365	9	.	.	PUNCT
issue-1182	366	1	tan	tan	PROPN
issue-1182	366	2	,	,	PUNCT
issue-1182	366	3	t.	t.	PROPN
issue-1182	366	4	a.	a.	NOUN
issue-1182	366	5	g.	g.	PROPN
issue-1182	366	6	,	,	PUNCT
issue-1182	366	7	(	(	PUNCT
issue-1182	366	8	2012	2012	NUM
issue-1182	366	9	)	)	PUNCT
issue-1182	366	10	.	.	PUNCT
issue-1182	367	1	evaluating	evaluate	VERB
issue-1182	367	2	service	service	NOUN
issue-1182	367	3	encounters	encounter	NOUN
issue-1182	367	4	:	:	PUNCT
issue-1182	367	5	the	the	DET
issue-1182	367	6	effects	effect	NOUN
issue-1182	367	7	of	of	ADP
issue-1182	367	8	employee	employee	NOUN
issue-1182	367	9	responses	response	NOUN
issue-1182	367	10	on	on	ADP
issue-1182	367	11	service	service	NOUN
issue-1182	367	12	failure	failure	NOUN
issue-1182	367	13	and	and	CCONJ
issue-1182	367	14	recovery	recovery	NOUN
issue-1182	367	15	.	.	PUNCT
issue-1182	368	1	iamure	iamure	PROPN
issue-1182	368	2	international	international	PROPN
issue-1182	368	3	journal	journal	PROPN
issue-1182	368	4	of	of	ADP
issue-1182	368	5	education	education	NOUN
issue-1182	368	6	,	,	PUNCT
issue-1182	368	7	2(1	2(1	NUM
issue-1182	368	8	)	)	PUNCT
issue-1182	368	9	,	,	PUNCT
issue-1182	368	10	1–1	1–1	X
issue-1182	368	11	.	.	PUNCT
issue-1182	368	12	voorhees	voorhees	PROPN
issue-1182	368	13	,	,	PUNCT
issue-1182	368	14	c.	c.	PROPN
issue-1182	368	15	m.	m.	PROPN
issue-1182	368	16	,	,	PUNCT
issue-1182	368	17	fombelle	fombelle	PROPN
issue-1182	368	18	,	,	PUNCT
issue-1182	368	19	p.	p.	PROPN
issue-1182	368	20	w.	w.	PROPN
issue-1182	368	21	,	,	PUNCT
issue-1182	368	22	gregoire	gregoire	PROPN
issue-1182	368	23	,	,	PUNCT
issue-1182	368	24	y.	y.	NOUN
issue-1182	368	25	,	,	PUNCT
issue-1182	368	26	bone	bone	NOUN
issue-1182	368	27	,	,	PUNCT
issue-1182	368	28	s.	s.	PROPN
issue-1182	368	29	,	,	PUNCT
issue-1182	368	30	gustafsson	gustafsson	PROPN
issue-1182	368	31	,	,	PUNCT
issue-1182	368	32	a.	a.	PROPN
issue-1182	368	33	,	,	PUNCT
issue-1182	368	34	sousa	sousa	PROPN
issue-1182	368	35	,	,	PUNCT
issue-1182	368	36	r.	r.	PROPN
issue-1182	368	37	,	,	PUNCT
issue-1182	368	38	&	&	CCONJ
issue-1182	368	39	walkowiak	walkowiak	PROPN
issue-1182	368	40	,	,	PUNCT
issue-1182	368	41	t.	t.	PROPN
issue-1182	368	42	(	(	PUNCT
issue-1182	368	43	2017	2017	NUM
issue-1182	368	44	)	)	PUNCT
issue-1182	368	45	.	.	PUNCT
issue-1182	369	1	service	service	NOUN
issue-1182	369	2	encounters	encounter	NOUN
issue-1182	369	3	,	,	PUNCT
issue-1182	369	4	experiences	experience	NOUN
issue-1182	369	5	and	and	CCONJ
issue-1182	369	6	the	the	DET
issue-1182	369	7	customer	customer	NOUN
issue-1182	369	8	journey	journey	NOUN
issue-1182	369	9	:	:	PUNCT
issue-1182	369	10	defining	define	VERB
issue-1182	369	11	the	the	DET
issue-1182	369	12	field	field	NOUN
issue-1182	369	13	and	and	CCONJ
issue-1182	369	14	a	a	DET
issue-1182	369	15	call	call	NOUN
issue-1182	369	16	to	to	PART
issue-1182	369	17	expand	expand	VERB
issue-1182	369	18	our	our	PRON
issue-1182	369	19	lens	len	NOUN
issue-1182	369	20	.	.	PUNCT
issue-1182	370	1	journal	journal	PROPN
issue-1182	370	2	of	of	ADP
issue-1182	370	3	business	business	NOUN
issue-1182	370	4	research	research	NOUN
issue-1182	370	5	,	,	PUNCT
issue-1182	370	6	79	79	NUM
issue-1182	370	7	,	,	PUNCT
issue-1182	370	8	269–280	269–280	NUM
issue-1182	370	9	.	.	PUNCT
issue-1182	370	10	walker	walker	PROPN
issue-1182	370	11	,	,	PUNCT
issue-1182	370	12	j.	j.	PROPN
issue-1182	370	13	l.	l.	PROPN
issue-1182	370	14	(	(	PUNCT
issue-1182	370	15	1995	1995	NUM
issue-1182	370	16	)	)	PUNCT
issue-1182	370	17	.	.	PUNCT
issue-1182	371	1	service	service	NOUN
issue-1182	371	2	encounter	encounter	NOUN
issue-1182	371	3	satisfaction	satisfaction	NOUN
issue-1182	371	4	:	:	PUNCT
issue-1182	371	5	conceptualised	conceptualise	VERB
issue-1182	371	6	.	.	PUNCT
issue-1182	372	1	the	the	DET
issue-1182	372	2	journal	journal	PROPN
issue-1182	372	3	of	of	ADP
issue-1182	372	4	services	service	NOUN
issue-1182	372	5	marketing	marketing	NOUN
issue-1182	372	6	,	,	PUNCT
issue-1182	372	7	9(1	9(1	NUM
issue-1182	372	8	)	)	PUNCT
issue-1182	372	9	.	.	PUNCT
issue-1182	373	1	weeks	week	NOUN
issue-1182	373	2	,	,	PUNCT
issue-1182	373	3	r.	r.	PROPN
issue-1182	373	4	v.	v.	PROPN
issue-1182	373	5	(	(	PUNCT
issue-1182	373	6	2015	2015	NUM
issue-1182	373	7	)	)	PUNCT
issue-1182	373	8	.	.	PUNCT
issue-1182	374	1	managing	manage	VERB
issue-1182	374	2	the	the	DET
issue-1182	374	3	service	service	NOUN
issue-1182	374	4	encounter	encounter	NOUN
issue-1182	374	5	:	:	PUNCT
issue-1182	374	6	the	the	DET
issue-1182	374	7	moment	moment	NOUN
issue-1182	374	8	of	of	ADP
issue-1182	374	9	truth	truth	NOUN
issue-1182	374	10	.	.	PUNCT
issue-1182	375	1	journal	journal	PROPN
issue-1182	375	2	of	of	ADP
issue-1182	375	3	contemporary	contemporary	PROPN
issue-1182	375	4	management	management	NOUN
issue-1182	375	5	,	,	PUNCT
issue-1182	375	6	12	12	NUM
issue-1182	375	7	,	,	PUNCT
issue-1182	375	8	360–378	360–378	NUM
issue-1182	375	9	.	.	PUNCT
issue-1182	376	1	wilson	wilson	PROPN
issue-1182	376	2	,	,	PUNCT
issue-1182	376	3	a.	a.	PROPN
issue-1182	376	4	,	,	PUNCT
issue-1182	376	5	zeithaml	zeithaml	PROPN
issue-1182	376	6	,	,	PUNCT
issue-1182	376	7	v.	v.	PROPN
issue-1182	376	8	a.	a.	NOUN
issue-1182	376	9	,	,	PUNCT
issue-1182	376	10	bitner	bitner	NOUN
issue-1182	376	11	,	,	PUNCT
issue-1182	376	12	m.	m.	NOUN
issue-1182	376	13	j.	j.	PROPN
issue-1182	376	14	,	,	PUNCT
issue-1182	376	15	&	&	CCONJ
issue-1182	376	16	gremler	gremler	PROPN
issue-1182	376	17	,	,	PUNCT
issue-1182	376	18	d.	d.	PROPN
issue-1182	376	19	d.	d.	PROPN
issue-1182	376	20	(	(	PUNCT
issue-1182	376	21	2012	2012	NUM
issue-1182	376	22	)	)	PUNCT
issue-1182	376	23	.	.	PUNCT
issue-1182	377	1	services	service	NOUN
issue-1182	377	2	marketing	marketing	NOUN
issue-1182	377	3	:	:	PUNCT
issue-1182	377	4	integrating	integrate	VERB
issue-1182	377	5	customer	customer	NOUN
issue-1182	377	6	focus	focus	VERB
issue-1182	377	7	across	across	ADP
issue-1182	377	8	the	the	DET
issue-1182	377	9	firm	firm	NOUN
issue-1182	377	10	.	.	PUNCT
issue-1182	378	1	berkshire	berkshire	PROPN
issue-1182	378	2	:	:	PUNCT
issue-1182	378	3	mcgraw	mcgraw	PROPN
issue-1182	378	4	hill	hill	PROPN
issue-1182	378	5	.	.	PUNCT
issue-1182	379	1	wirtz	wirtz	PROPN
issue-1182	379	2	,	,	PUNCT
issue-1182	379	3	v.	v.	ADV
issue-1182	379	4	,	,	PUNCT
issue-1182	379	5	chew	chew	VERB
issue-1182	379	6	,	,	PUNCT
issue-1182	379	7	p.	p.	NOUN
issue-1182	379	8	,	,	PUNCT
issue-1182	379	9	&	&	CCONJ
issue-1182	379	10	lovelock	lovelock	PROPN
issue-1182	379	11	,	,	PUNCT
issue-1182	379	12	c.	c.	NOUN
issue-1182	379	13	(	(	PUNCT
issue-1182	379	14	2018	2018	NUM
issue-1182	379	15	)	)	PUNCT
issue-1182	379	16	.	.	PUNCT
issue-1182	380	1	essentials	essential	NOUN
issue-1182	380	2	of	of	ADP
issue-1182	380	3	services	service	NOUN
issue-1182	380	4	marketing	marketing	NOUN
issue-1182	380	5	.	.	PUNCT
issue-1182	381	1	3nded	3nded	NUM
issue-1182	381	2	.	.	PUNCT
issue-1182	381	3	essex	essex	PROPN
issue-1182	381	4	:	:	PUNCT
issue-1182	381	5	pearson	pearson	PROPN
issue-1182	381	6	.	.	PUNCT
issue-1182	382	1	yazdanpanah	yazdanpanah	PROPN
issue-1182	382	2	,	,	PUNCT
issue-1182	382	3	y.	y.	PROPN
issue-1182	382	4	,	,	PUNCT
issue-1182	382	5	feizi	feizi	NOUN
issue-1182	382	6	,	,	PUNCT
issue-1182	382	7	m.	m.	NOUN
issue-1182	382	8	,	,	PUNCT
issue-1182	382	9	&	&	CCONJ
issue-1182	382	10	abad	abad	PROPN
issue-1182	382	11	,	,	PUNCT
issue-1182	382	12	m.	m.	NOUN
issue-1182	382	13	h.	h.	PROPN
issue-1182	382	14	m.	m.	PROPN
issue-1182	382	15	(	(	PUNCT
issue-1182	382	16	2013	2013	NUM
issue-1182	382	17	)	)	PUNCT
issue-1182	382	18	.	.	PUNCT
issue-1182	383	1	relative	relative	ADJ
issue-1182	383	2	importance	importance	NOUN
issue-1182	383	3	of	of	ADP
issue-1182	383	4	service	service	NOUN
issue-1182	383	5	encounter	encounter	NOUN
issue-1182	383	6	quality	quality	NOUN
issue-1182	383	7	dimensions	dimension	NOUN
issue-1182	383	8	and	and	CCONJ
issue-1182	383	9	customer	customer	NOUN
issue-1182	383	10	satisfactionin	satisfactionin	ADJ
issue-1182	383	11	meshkin	meshkin	NOUN
issue-1182	383	12	city	city	PROPN
issue-1182	383	13	’s	’s	PART
issue-1182	383	14	mellat	mellat	ADJ
issue-1182	383	15	banks	bank	NOUN
issue-1182	383	16	.	.	PUNCT
issue-1182	384	1	nigerian	nigerian	ADJ
issue-1182	384	2	chapter	chapter	NOUN
issue-1182	384	3	of	of	ADP
issue-1182	384	4	arabian	arabian	ADJ
issue-1182	384	5	journal	journal	PROPN
issue-1182	384	6	of	of	ADP
issue-1182	384	7	business	business	NOUN
issue-1182	384	8	and	and	CCONJ
issue-1182	384	9	management	management	NOUN
issue-1182	384	10	review	review	NOUN
issue-1182	384	11	,	,	PUNCT
issue-1182	384	12	62(1092	62(1092	NUM
issue-1182	384	13	)	)	PUNCT
issue-1182	384	14	,	,	PUNCT
issue-1182	384	15	1–8	1–8	X
issue-1182	384	16	.	.	PUNCT
issue-1182	384	17	yeo	yeo	PROPN
issue-1182	384	18	,	,	PUNCT
issue-1182	384	19	r.	r.	PROPN
issue-1182	384	20	k.	k.	PROPN
issue-1182	384	21	(	(	PUNCT
issue-1182	384	22	2008	2008	NUM
issue-1182	384	23	)	)	PUNCT
issue-1182	384	24	.	.	PUNCT
issue-1182	385	1	brewing	brewing	NOUN
issue-1182	385	2	service	service	NOUN
issue-1182	385	3	quality	quality	NOUN
issue-1182	385	4	in	in	ADP
issue-1182	385	5	higher	high	ADJ
issue-1182	385	6	education	education	NOUN
issue-1182	385	7	:	:	PUNCT
issue-1182	385	8	characteristics	characteristic	NOUN
issue-1182	385	9	of	of	ADP
issue-1182	385	10	ingredients	ingredient	NOUN
issue-1182	385	11	that	that	PRON
issue-1182	385	12	make	make	VERB
issue-1182	385	13	up	up	ADP
issue-1182	385	14	the	the	DET
issue-1182	385	15	recipe	recipe	NOUN
issue-1182	385	16	.	.	PUNCT
issue-1182	386	1	quality	quality	NOUN
issue-1182	386	2	assurance	assurance	NOUN
issue-1182	386	3	in	in	ADP
issue-1182	386	4	education	education	NOUN
issue-1182	386	5	,	,	PUNCT
issue-1182	386	6	16(3	16(3	NOUN
issue-1182	386	7	)	)	PUNCT
issue-1182	386	8	,	,	PUNCT
issue-1182	386	9	266–286	266–286	NUM
issue-1182	386	10	.	.	PUNCT
issue-1182	387	1	yeo	yeo	PROPN
issue-1182	387	2	,	,	PUNCT
issue-1182	387	3	r.	r.	PROPN
issue-1182	387	4	k.	k.	PROPN
issue-1182	387	5	,	,	PUNCT
issue-1182	387	6	&	&	CCONJ
issue-1182	387	7	li	li	PROPN
issue-1182	387	8	,	,	PUNCT
issue-1182	387	9	j.	j.	PROPN
issue-1182	387	10	(	(	PUNCT
issue-1182	387	11	2014	2014	NUM
issue-1182	387	12	)	)	PUNCT
issue-1182	387	13	.	.	PUNCT
issue-1182	388	1	beyond	beyond	ADP
issue-1182	388	2	servqual	servqual	ADJ
issue-1182	388	3	:	:	PUNCT
issue-1182	388	4	the	the	DET
issue-1182	388	5	competing	compete	VERB
issue-1182	388	6	forces	force	NOUN
issue-1182	388	7	of	of	ADP
issue-1182	388	8	higher	high	ADJ
issue-1182	388	9	education	education	NOUN
issue-1182	388	10	in	in	ADP
issue-1182	388	11	singapore	singapore	PROPN
issue-1182	388	12	.	.	PUNCT
issue-1182	389	1	total	total	ADJ
issue-1182	389	2	quality	quality	NOUN
issue-1182	389	3	management	management	NOUN
issue-1182	389	4	,	,	PUNCT
issue-1182	389	5	25	25	NUM
issue-1182	389	6	,	,	PUNCT
issue-1182	389	7	95–123	95–123	PROPN
issue-1182	389	8	.	.	PUNCT