id	sid	tid	token	lemma	pos
issue-1550	1	1	baltic	baltic	PROPN
issue-1550	1	2	journal	journal	PROPN
issue-1550	1	3	of	of	ADP
issue-1550	1	4	economic	economic	ADJ
issue-1550	1	5	studies	study	NOUN
issue-1550	1	6	1	1	NUM
issue-1550	1	7	vol	vol	NOUN
issue-1550	1	8	.	.	PROPN
issue-1550	1	9	7	7	NUM
issue-1550	1	10	no	no	NOUN
issue-1550	1	11	.	.	NOUN
issue-1550	1	12	5	5	NUM
issue-1550	1	13	,	,	PUNCT
issue-1550	1	14	2021	2021	NUM
issue-1550	1	15	corresponding	correspond	VERB
issue-1550	1	16	author	author	NOUN
issue-1550	1	17	:	:	PUNCT
issue-1550	1	18	1	1	NUM
issue-1550	1	19	mangosuthu	mangosuthu	NOUN
issue-1550	1	20	university	university	NOUN
issue-1550	1	21	of	of	ADP
issue-1550	1	22	technology	technology	NOUN
issue-1550	1	23	,	,	PUNCT
issue-1550	1	24	south	south	PROPN
issue-1550	1	25	africa	africa	PROPN
issue-1550	1	26	.	.	PUNCT
issue-1550	2	1	e	e	X
issue-1550	2	2	-	-	NOUN
issue-1550	2	3	mail	mail	NOUN
issue-1550	2	4	:	:	PUNCT
issue-1550	3	1	kayambazinthu@outlook.com	kayambazinthu@outlook.com	X
issue-1550	4	1	orcid	orcid	NOUN
issue-1550	4	2	:	:	PUNCT
issue-1550	4	3	https://orcid.org/0000-0001-9074-5644	https://orcid.org/0000-0001-9074-5644	PROPN
issue-1550	4	4	doi	doi	NOUN
issue-1550	4	5	:	:	PUNCT
issue-1550	4	6	https://doi.org/10.30525/2256-0742/2021-7-5-1-10	https://doi.org/10.30525/2256-0742/2021-7-5-1-10	ADJ
issue-1550	4	7	integrating	integrating	NOUN
issue-1550	4	8	technology	technology	NOUN
issue-1550	4	9	and	and	CCONJ
issue-1550	4	10	digital	digital	ADJ
issue-1550	4	11	connectivity	connectivity	NOUN
issue-1550	4	12	in	in	ADP
issue-1550	4	13	service	service	NOUN
issue-1550	4	14	recovery	recovery	NOUN
issue-1550	4	15	strategies	strategy	NOUN
issue-1550	4	16	to	to	PART
issue-1550	4	17	achieve	achieve	VERB
issue-1550	4	18	recovery	recovery	NOUN
issue-1550	4	19	satisfaction	satisfaction	NOUN
issue-1550	4	20	during	during	ADP
issue-1550	4	21	the	the	DET
issue-1550	4	22	covid-19	covid-19	PROPN
issue-1550	4	23	pandemic	pandemic	NOUN
issue-1550	4	24	:	:	PUNCT
issue-1550	4	25	a	a	DET
issue-1550	4	26	hybrid	hybrid	ADJ
issue-1550	4	27	approach	approach	NOUN
issue-1550	4	28	steven	steven	PROPN
issue-1550	4	29	kayambazinthu	kayambazinthu	PROPN
issue-1550	4	30	msosa1	msosa1	PROPN
issue-1550	4	31	abstract	abstract	NOUN
issue-1550	4	32	.	.	PUNCT
issue-1550	5	1	recently	recently	ADV
issue-1550	5	2	,	,	PUNCT
issue-1550	5	3	the	the	DET
issue-1550	5	4	business	business	NOUN
issue-1550	5	5	landscape	landscape	NOUN
issue-1550	5	6	has	have	AUX
issue-1550	5	7	changed	change	VERB
issue-1550	5	8	because	because	SCONJ
issue-1550	5	9	of	of	ADP
issue-1550	5	10	the	the	DET
issue-1550	5	11	covid-19	covid-19	PROPN
issue-1550	5	12	pandemic	pandemic	NOUN
issue-1550	5	13	,	,	PUNCT
issue-1550	5	14	which	which	PRON
issue-1550	5	15	has	have	AUX
issue-1550	5	16	led	lead	VERB
issue-1550	5	17	to	to	ADP
issue-1550	5	18	changes	change	NOUN
issue-1550	5	19	in	in	ADP
issue-1550	5	20	the	the	DET
issue-1550	5	21	behaviors	behavior	NOUN
issue-1550	5	22	of	of	ADP
issue-1550	5	23	both	both	DET
issue-1550	5	24	customers	customer	NOUN
issue-1550	5	25	and	and	CCONJ
issue-1550	5	26	business	business	NOUN
issue-1550	5	27	owners	owner	NOUN
issue-1550	5	28	.	.	PUNCT
issue-1550	6	1	the	the	DET
issue-1550	6	2	covid-19	covid-19	PROPN
issue-1550	6	3	pandemic	pandemic	NOUN
issue-1550	6	4	and	and	CCONJ
issue-1550	6	5	its	its	PRON
issue-1550	6	6	associated	associated	ADJ
issue-1550	6	7	restrictions	restriction	NOUN
issue-1550	6	8	on	on	ADP
issue-1550	6	9	store	store	NOUN
issue-1550	6	10	closures	closure	NOUN
issue-1550	6	11	have	have	AUX
issue-1550	6	12	presented	present	VERB
issue-1550	6	13	a	a	DET
issue-1550	6	14	new	new	ADJ
issue-1550	6	15	challenge	challenge	NOUN
issue-1550	6	16	to	to	ADP
issue-1550	6	17	businesses	business	NOUN
issue-1550	6	18	that	that	PRON
issue-1550	6	19	rely	rely	VERB
issue-1550	6	20	on	on	ADP
issue-1550	6	21	physical	physical	ADJ
issue-1550	6	22	interaction	interaction	NOUN
issue-1550	6	23	,	,	PUNCT
issue-1550	6	24	brick	brick	NOUN
issue-1550	6	25	and	and	CCONJ
issue-1550	6	26	mortar	mortar	NOUN
issue-1550	6	27	to	to	PART
issue-1550	6	28	meet	meet	VERB
issue-1550	6	29	different	different	ADJ
issue-1550	6	30	customer	customer	NOUN
issue-1550	6	31	needs	need	NOUN
issue-1550	6	32	.	.	PUNCT
issue-1550	7	1	mandatory	mandatory	ADJ
issue-1550	7	2	shutdowns	shutdown	NOUN
issue-1550	7	3	and	and	CCONJ
issue-1550	7	4	social	social	ADJ
issue-1550	7	5	distancing	distancing	NOUN
issue-1550	7	6	measures	measure	NOUN
issue-1550	7	7	have	have	AUX
issue-1550	7	8	left	leave	VERB
issue-1550	7	9	voids	voids	NOUN
issue-1550	7	10	that	that	PRON
issue-1550	7	11	have	have	AUX
issue-1550	7	12	been	be	AUX
issue-1550	7	13	filled	fill	VERB
issue-1550	7	14	by	by	ADP
issue-1550	7	15	digitalisation	digitalisation	NOUN
issue-1550	7	16	.	.	PUNCT
issue-1550	8	1	the	the	DET
issue-1550	8	2	main	main	ADJ
issue-1550	8	3	problems	problem	NOUN
issue-1550	8	4	customers	customer	NOUN
issue-1550	8	5	face	face	VERB
issue-1550	8	6	are	be	AUX
issue-1550	8	7	service	service	NOUN
issue-1550	8	8	failures	failure	NOUN
issue-1550	8	9	and	and	CCONJ
issue-1550	8	10	breakdowns	breakdown	NOUN
issue-1550	8	11	.	.	PUNCT
issue-1550	9	1	as	as	ADP
issue-1550	9	2	a	a	DET
issue-1550	9	3	result	result	NOUN
issue-1550	9	4	,	,	PUNCT
issue-1550	9	5	customers	customer	NOUN
issue-1550	9	6	are	be	AUX
issue-1550	9	7	grappling	grapple	VERB
issue-1550	9	8	with	with	ADP
issue-1550	9	9	how	how	SCONJ
issue-1550	9	10	they	they	PRON
issue-1550	9	11	can	can	AUX
issue-1550	9	12	have	have	AUX
issue-1550	9	13	their	their	PRON
issue-1550	9	14	problems	problem	NOUN
issue-1550	9	15	addressed	address	VERB
issue-1550	9	16	during	during	ADP
issue-1550	9	17	the	the	DET
issue-1550	9	18	pandemic	pandemic	NOUN
issue-1550	9	19	.	.	PUNCT
issue-1550	10	1	there	there	PRON
issue-1550	10	2	is	be	VERB
issue-1550	10	3	therefore	therefore	ADV
issue-1550	10	4	a	a	DET
issue-1550	10	5	need	need	NOUN
issue-1550	10	6	for	for	ADP
issue-1550	10	7	a	a	DET
issue-1550	10	8	paradigm	paradigm	NOUN
issue-1550	10	9	shift	shift	NOUN
issue-1550	10	10	in	in	ADP
issue-1550	10	11	terms	term	NOUN
issue-1550	10	12	of	of	ADP
issue-1550	10	13	how	how	SCONJ
issue-1550	10	14	businesses	business	NOUN
issue-1550	10	15	respond	respond	VERB
issue-1550	10	16	to	to	ADP
issue-1550	10	17	unforeseen	unforeseen	ADJ
issue-1550	10	18	circumstances	circumstance	NOUN
issue-1550	10	19	and	and	CCONJ
issue-1550	10	20	pandemics	pandemic	NOUN
issue-1550	10	21	because	because	SCONJ
issue-1550	10	22	it	it	PRON
issue-1550	10	23	is	be	AUX
issue-1550	10	24	the	the	DET
issue-1550	10	25	only	only	ADJ
issue-1550	10	26	firm	firm	NOUN
issue-1550	10	27	that	that	PRON
issue-1550	10	28	use	use	VERB
issue-1550	10	29	automation	automation	NOUN
issue-1550	10	30	that	that	PRON
issue-1550	10	31	will	will	AUX
issue-1550	10	32	be	be	AUX
issue-1550	10	33	more	more	ADV
issue-1550	10	34	robust	robust	ADJ
issue-1550	10	35	in	in	ADP
issue-1550	10	36	competitive	competitive	ADJ
issue-1550	10	37	scenarios	scenario	NOUN
issue-1550	10	38	.	.	PUNCT
issue-1550	11	1	this	this	DET
issue-1550	11	2	study	study	NOUN
issue-1550	11	3	is	be	AUX
issue-1550	11	4	aimed	aim	VERB
issue-1550	11	5	at	at	ADP
issue-1550	11	6	providing	provide	VERB
issue-1550	11	7	a	a	DET
issue-1550	11	8	hybrid	hybrid	ADJ
issue-1550	11	9	approach	approach	NOUN
issue-1550	11	10	to	to	ADP
issue-1550	11	11	integrating	integrate	VERB
issue-1550	11	12	digital	digital	ADJ
issue-1550	11	13	technology	technology	NOUN
issue-1550	11	14	into	into	ADP
issue-1550	11	15	service	service	NOUN
issue-1550	11	16	recovery	recovery	NOUN
issue-1550	11	17	strategies	strategy	NOUN
issue-1550	11	18	,	,	PUNCT
issue-1550	11	19	namely	namely	ADV
issue-1550	11	20	apology	apology	NOUN
issue-1550	11	21	,	,	PUNCT
issue-1550	11	22	explanation	explanation	NOUN
issue-1550	11	23	,	,	PUNCT
issue-1550	11	24	speed	speed	NOUN
issue-1550	11	25	,	,	PUNCT
issue-1550	11	26	compensation	compensation	NOUN
issue-1550	11	27	and	and	CCONJ
issue-1550	11	28	empowerment	empowerment	NOUN
issue-1550	11	29	,	,	PUNCT
issue-1550	11	30	during	during	ADP
issue-1550	11	31	the	the	DET
issue-1550	11	32	covid-19	covid-19	PROPN
issue-1550	11	33	pandemic	pandemic	NOUN
issue-1550	11	34	in	in	ADP
issue-1550	11	35	order	order	NOUN
issue-1550	11	36	to	to	PART
issue-1550	11	37	achieve	achieve	VERB
issue-1550	11	38	customer	customer	NOUN
issue-1550	11	39	recovery	recovery	NOUN
issue-1550	11	40	satisfaction	satisfaction	NOUN
issue-1550	11	41	.	.	PUNCT
issue-1550	12	1	therefore	therefore	ADV
issue-1550	12	2	,	,	PUNCT
issue-1550	12	3	a	a	DET
issue-1550	12	4	model	model	NOUN
issue-1550	12	5	for	for	ADP
issue-1550	12	6	integrating	integrate	VERB
issue-1550	12	7	technology	technology	NOUN
issue-1550	12	8	and	and	CCONJ
issue-1550	12	9	digital	digital	ADJ
issue-1550	12	10	connectivity	connectivity	NOUN
issue-1550	12	11	into	into	ADP
issue-1550	12	12	service	service	NOUN
issue-1550	12	13	recovery	recovery	NOUN
issue-1550	12	14	strategies	strategy	NOUN
issue-1550	12	15	to	to	PART
issue-1550	12	16	achieve	achieve	VERB
issue-1550	12	17	recovery	recovery	NOUN
issue-1550	12	18	satisfaction	satisfaction	NOUN
issue-1550	12	19	has	have	AUX
issue-1550	12	20	been	be	AUX
issue-1550	12	21	proposed	propose	VERB
issue-1550	12	22	.	.	PUNCT
issue-1550	13	1	thus	thus	ADV
issue-1550	13	2	,	,	PUNCT
issue-1550	13	3	this	this	DET
issue-1550	13	4	model	model	NOUN
issue-1550	13	5	provides	provide	VERB
issue-1550	13	6	insight	insight	NOUN
issue-1550	13	7	into	into	ADP
issue-1550	13	8	how	how	SCONJ
issue-1550	13	9	businesses	business	NOUN
issue-1550	13	10	can	can	AUX
issue-1550	13	11	use	use	VERB
issue-1550	13	12	digital	digital	ADJ
issue-1550	13	13	technology	technology	NOUN
issue-1550	13	14	to	to	PART
issue-1550	13	15	implement	implement	VERB
issue-1550	13	16	service	service	NOUN
issue-1550	13	17	recovery	recovery	NOUN
issue-1550	13	18	strategies	strategy	NOUN
issue-1550	13	19	during	during	ADP
issue-1550	13	20	a	a	DET
issue-1550	13	21	pandemic	pandemic	NOUN
issue-1550	13	22	.	.	PUNCT
issue-1550	14	1	this	this	PRON
issue-1550	14	2	is	be	AUX
issue-1550	14	3	critical	critical	ADJ
issue-1550	14	4	to	to	PART
issue-1550	14	5	help	help	VERB
issue-1550	14	6	enterprises	enterprise	NOUN
issue-1550	14	7	maintain	maintain	VERB
issue-1550	14	8	consistency	consistency	NOUN
issue-1550	14	9	and	and	CCONJ
issue-1550	14	10	minimize	minimize	VERB
issue-1550	14	11	service	service	NOUN
issue-1550	14	12	variability	variability	NOUN
issue-1550	14	13	due	due	ADP
issue-1550	14	14	to	to	ADP
issue-1550	14	15	changes	change	NOUN
issue-1550	14	16	caused	cause	VERB
issue-1550	14	17	by	by	ADP
issue-1550	14	18	the	the	DET
issue-1550	14	19	covid-19	covid-19	PROPN
issue-1550	14	20	pandemic	pandemic	NOUN
issue-1550	14	21	.	.	PUNCT
issue-1550	15	1	this	this	DET
issue-1550	15	2	study	study	NOUN
issue-1550	15	3	contributes	contribute	VERB
issue-1550	15	4	to	to	ADP
issue-1550	15	5	the	the	DET
issue-1550	15	6	literature	literature	NOUN
issue-1550	15	7	on	on	ADP
issue-1550	15	8	digital	digital	ADJ
issue-1550	15	9	technology	technology	NOUN
issue-1550	15	10	and	and	CCONJ
issue-1550	15	11	service	service	NOUN
issue-1550	15	12	recovery	recovery	NOUN
issue-1550	15	13	by	by	ADP
issue-1550	15	14	using	use	VERB
issue-1550	15	15	current	current	ADJ
issue-1550	15	16	methods	method	NOUN
issue-1550	15	17	to	to	PART
issue-1550	15	18	address	address	VERB
issue-1550	15	19	today	today	NOUN
issue-1550	15	20	's	's	PART
issue-1550	15	21	challenges	challenge	NOUN
issue-1550	15	22	.	.	PUNCT
issue-1550	16	1	key	key	ADJ
issue-1550	16	2	words	word	NOUN
issue-1550	16	3	:	:	PUNCT
issue-1550	16	4	service	service	NOUN
issue-1550	16	5	recovery	recovery	NOUN
issue-1550	16	6	strategies	strategy	NOUN
issue-1550	16	7	,	,	PUNCT
issue-1550	16	8	technology	technology	NOUN
issue-1550	16	9	,	,	PUNCT
issue-1550	16	10	digital	digital	ADJ
issue-1550	16	11	connectivity	connectivity	NOUN
issue-1550	16	12	,	,	PUNCT
issue-1550	16	13	customer	customer	NOUN
issue-1550	16	14	service	service	NOUN
issue-1550	16	15	,	,	PUNCT
issue-1550	16	16	covid-19	covid-19	PROPN
issue-1550	16	17	pandemic	pandemic	ADJ
issue-1550	16	18	,	,	PUNCT
issue-1550	16	19	recovery	recovery	NOUN
issue-1550	16	20	satisfaction	satisfaction	NOUN
issue-1550	16	21	.	.	PUNCT
issue-1550	17	1	jel	jel	PROPN
issue-1550	17	2	classification	classification	NOUN
issue-1550	17	3	:	:	PUNCT
issue-1550	17	4	m31	m31	NOUN
issue-1550	17	5	,	,	PUNCT
issue-1550	17	6	o31	o31	PROPN
issue-1550	17	7	,	,	PUNCT
issue-1550	17	8	l81	l81	PROPN
issue-1550	17	9	,	,	PUNCT
issue-1550	17	10	o33	o33	X
issue-1550	17	11	1	1	NUM
issue-1550	17	12	.	.	PUNCT
issue-1550	17	13	introduction	introduction	NOUN
issue-1550	17	14	since	since	SCONJ
issue-1550	17	15	the	the	DET
issue-1550	17	16	outbreak	outbreak	NOUN
issue-1550	17	17	of	of	ADP
issue-1550	17	18	the	the	DET
issue-1550	17	19	covid-19	covid-19	PROPN
issue-1550	17	20	pandemic	pandemic	NOUN
issue-1550	17	21	,	,	PUNCT
issue-1550	17	22	customer	customer	NOUN
issue-1550	17	23	preferences	preference	NOUN
issue-1550	17	24	have	have	AUX
issue-1550	17	25	shifted	shift	VERB
issue-1550	17	26	.	.	PUNCT
issue-1550	18	1	in	in	ADP
issue-1550	18	2	light	light	NOUN
issue-1550	18	3	of	of	ADP
issue-1550	18	4	today	today	NOUN
issue-1550	18	5	's	's	PART
issue-1550	18	6	business	business	NOUN
issue-1550	18	7	dynamics	dynamic	NOUN
issue-1550	18	8	,	,	PUNCT
issue-1550	18	9	service	service	NOUN
issue-1550	18	10	providers	provider	NOUN
issue-1550	18	11	are	be	AUX
issue-1550	18	12	struggling	struggle	VERB
issue-1550	18	13	to	to	PART
issue-1550	18	14	find	find	VERB
issue-1550	18	15	the	the	DET
issue-1550	18	16	best	good	ADJ
issue-1550	18	17	approach	approach	NOUN
issue-1550	18	18	to	to	ADP
issue-1550	18	19	meeting	meet	VERB
issue-1550	18	20	the	the	DET
issue-1550	18	21	diverse	diverse	ADJ
issue-1550	18	22	needs	need	NOUN
issue-1550	18	23	of	of	ADP
issue-1550	18	24	their	their	PRON
issue-1550	18	25	customers	customer	NOUN
issue-1550	18	26	(	(	PUNCT
issue-1550	18	27	vader	vader	PROPN
issue-1550	18	28	,	,	PUNCT
issue-1550	18	29	martin	martin	PROPN
issue-1550	18	30	&	&	CCONJ
issue-1550	18	31	lin	lin	PROPN
issue-1550	18	32	,	,	PUNCT
issue-1550	18	33	2020	2020	NUM
issue-1550	18	34	)	)	PUNCT
issue-1550	18	35	.	.	PUNCT
issue-1550	19	1	moreover	moreover	ADV
issue-1550	19	2	,	,	PUNCT
issue-1550	19	3	managers	manager	NOUN
issue-1550	19	4	are	be	AUX
issue-1550	19	5	presently	presently	ADV
issue-1550	19	6	navigating	navigate	VERB
issue-1550	19	7	how	how	SCONJ
issue-1550	19	8	they	they	PRON
issue-1550	19	9	might	might	AUX
issue-1550	19	10	support	support	VERB
issue-1550	19	11	customers	customer	NOUN
issue-1550	19	12	in	in	ADP
issue-1550	19	13	the	the	DET
issue-1550	19	14	wake	wake	NOUN
issue-1550	19	15	of	of	ADP
issue-1550	19	16	the	the	DET
issue-1550	19	17	covid-19	covid-19	PROPN
issue-1550	19	18	pandemic	pandemic	NOUN
issue-1550	19	19	,	,	PUNCT
issue-1550	19	20	which	which	PRON
issue-1550	19	21	has	have	AUX
issue-1550	19	22	brought	bring	VERB
issue-1550	19	23	about	about	ADP
issue-1550	19	24	numerous	numerous	ADJ
issue-1550	19	25	hurdles	hurdle	NOUN
issue-1550	19	26	(	(	PUNCT
issue-1550	19	27	dixon	dixon	PROPN
issue-1550	19	28	,	,	PUNCT
issue-1550	19	29	mckenna	mckenna	PROPN
issue-1550	19	30	&	&	CCONJ
issue-1550	19	31	de	de	PROPN
issue-1550	19	32	la	la	PROPN
issue-1550	19	33	o	o	PROPN
issue-1550	19	34	,	,	PUNCT
issue-1550	19	35	2020	2020	NUM
issue-1550	19	36	)	)	PUNCT
issue-1550	19	37	.	.	PUNCT
issue-1550	20	1	the	the	DET
issue-1550	20	2	reality	reality	NOUN
issue-1550	20	3	is	be	AUX
issue-1550	20	4	that	that	SCONJ
issue-1550	20	5	providing	provide	VERB
issue-1550	20	6	excellent	excellent	ADJ
issue-1550	20	7	customer	customer	NOUN
issue-1550	20	8	service	service	NOUN
issue-1550	20	9	during	during	ADP
issue-1550	20	10	a	a	DET
issue-1550	20	11	pandemic	pandemic	NOUN
issue-1550	20	12	is	be	AUX
issue-1550	20	13	a	a	DET
issue-1550	20	14	challenge	challenge	NOUN
issue-1550	20	15	because	because	SCONJ
issue-1550	20	16	most	most	ADJ
issue-1550	20	17	customer	customer	NOUN
issue-1550	20	18	service	service	NOUN
issue-1550	20	19	employees	employee	NOUN
issue-1550	20	20	must	must	AUX
issue-1550	20	21	work	work	VERB
issue-1550	20	22	from	from	ADP
issue-1550	20	23	home	home	NOUN
issue-1550	20	24	.	.	PUNCT
issue-1550	21	1	furthermore	furthermore	ADV
issue-1550	21	2	,	,	PUNCT
issue-1550	21	3	many	many	ADJ
issue-1550	21	4	employees	employee	NOUN
issue-1550	21	5	have	have	VERB
issue-1550	21	6	to	to	PART
issue-1550	21	7	deal	deal	VERB
issue-1550	21	8	with	with	ADP
issue-1550	21	9	personal	personal	ADJ
issue-1550	21	10	issues	issue	NOUN
issue-1550	21	11	whilst	whilst	SCONJ
issue-1550	21	12	simultaneously	simultaneously	ADV
issue-1550	21	13	meeting	meet	VERB
issue-1550	21	14	the	the	DET
issue-1550	21	15	needs	need	NOUN
issue-1550	21	16	of	of	ADP
issue-1550	21	17	a	a	DET
issue-1550	21	18	diverse	diverse	ADJ
issue-1550	21	19	range	range	NOUN
issue-1550	21	20	of	of	ADP
issue-1550	21	21	clients	client	NOUN
issue-1550	21	22	(	(	PUNCT
issue-1550	21	23	vardhan	vardhan	PROPN
issue-1550	21	24	,	,	PUNCT
issue-1550	21	25	2021	2021	NUM
issue-1550	21	26	)	)	PUNCT
issue-1550	21	27	.	.	PUNCT
issue-1550	22	1	therefore	therefore	ADV
issue-1550	22	2	,	,	PUNCT
issue-1550	22	3	to	to	PART
issue-1550	22	4	facilitate	facilitate	VERB
issue-1550	22	5	customer	customer	NOUN
issue-1550	22	6	interactions	interaction	NOUN
issue-1550	22	7	during	during	ADP
issue-1550	22	8	the	the	DET
issue-1550	22	9	covid-19	covid-19	PROPN
issue-1550	22	10	pandemic	pandemic	NOUN
issue-1550	22	11	,	,	PUNCT
issue-1550	22	12	businesses	business	NOUN
issue-1550	22	13	must	must	AUX
issue-1550	22	14	foster	foster	VERB
issue-1550	22	15	customer	customer	NOUN
issue-1550	22	16	relationship	relationship	NOUN
issue-1550	22	17	management	management	NOUN
issue-1550	22	18	(	(	PUNCT
issue-1550	22	19	donthu	donthu	PROPN
issue-1550	22	20	&	&	CCONJ
issue-1550	22	21	gustafsson	gustafsson	PROPN
issue-1550	22	22	,	,	PUNCT
issue-1550	22	23	2020	2020	NUM
issue-1550	22	24	)	)	PUNCT
issue-1550	22	25	.	.	PUNCT
issue-1550	23	1	according	accord	VERB
issue-1550	23	2	to	to	ADP
issue-1550	23	3	kang	kang	PROPN
issue-1550	23	4	et	et	PROPN
issue-1550	23	5	al	al	PROPN
issue-1550	23	6	.	.	PROPN
issue-1550	24	1	(	(	PUNCT
issue-1550	24	2	2020	2020	NUM
issue-1550	24	3	)	)	PUNCT
issue-1550	24	4	,	,	PUNCT
issue-1550	24	5	the	the	DET
issue-1550	24	6	pandemic	pandemic	NOUN
issue-1550	24	7	has	have	AUX
issue-1550	24	8	had	have	VERB
issue-1550	24	9	a	a	DET
issue-1550	24	10	particularly	particularly	ADV
issue-1550	24	11	negative	negative	ADJ
issue-1550	24	12	impact	impact	NOUN
issue-1550	24	13	on	on	ADP
issue-1550	24	14	marketing	marketing	NOUN
issue-1550	24	15	processes	process	NOUN
issue-1550	24	16	because	because	SCONJ
issue-1550	24	17	of	of	ADP
issue-1550	24	18	the	the	DET
issue-1550	24	19	huge	huge	ADJ
issue-1550	24	20	number	number	NOUN
issue-1550	24	21	of	of	ADP
issue-1550	24	22	problems	problem	NOUN
issue-1550	24	23	encountered	encounter	VERB
issue-1550	24	24	in	in	ADP
issue-1550	24	25	managing	manage	VERB
issue-1550	24	26	physical	physical	ADJ
issue-1550	24	27	sales	sale	NOUN
issue-1550	24	28	channels	channel	NOUN
issue-1550	24	29	and	and	CCONJ
issue-1550	24	30	customer	customer	NOUN
issue-1550	24	31	relationships	relationship	NOUN
issue-1550	24	32	.	.	PUNCT
issue-1550	25	1	in	in	ADP
issue-1550	25	2	addition	addition	NOUN
issue-1550	25	3	,	,	PUNCT
issue-1550	25	4	customers	customer	NOUN
issue-1550	25	5	are	be	AUX
issue-1550	25	6	tired	tired	ADJ
issue-1550	25	7	of	of	ADP
issue-1550	25	8	being	be	AUX
issue-1550	25	9	told	tell	VERB
issue-1550	25	10	that	that	SCONJ
issue-1550	25	11	they	they	PRON
issue-1550	25	12	are	be	AUX
issue-1550	25	13	getting	get	VERB
issue-1550	25	14	terrible	terrible	ADJ
issue-1550	25	15	service	service	NOUN
issue-1550	25	16	"	"	PUNCT
issue-1550	25	17	due	due	ADP
issue-1550	25	18	to	to	PART
issue-1550	25	19	covid	covid	VERB
issue-1550	25	20	.	.	PUNCT
issue-1550	25	21	"	"	PUNCT
issue-1550	26	1	in	in	ADP
issue-1550	26	2	some	some	DET
issue-1550	26	3	cases	case	NOUN
issue-1550	26	4	,	,	PUNCT
issue-1550	26	5	companies	company	NOUN
issue-1550	26	6	are	be	AUX
issue-1550	26	7	accused	accuse	VERB
issue-1550	26	8	of	of	ADP
issue-1550	26	9	using	use	VERB
issue-1550	26	10	the	the	DET
issue-1550	26	11	pandemic	pandemic	NOUN
issue-1550	26	12	as	as	ADP
issue-1550	26	13	an	an	DET
issue-1550	26	14	excuse	excuse	NOUN
issue-1550	26	15	for	for	ADP
issue-1550	26	16	long	long	ADJ
issue-1550	26	17	phone	phone	NOUN
issue-1550	26	18	waits	wait	NOUN
issue-1550	26	19	or	or	CCONJ
issue-1550	26	20	late	late	ADJ
issue-1550	26	21	deliveries	delivery	NOUN
issue-1550	26	22	.	.	PUNCT
issue-1550	27	1	while	while	SCONJ
issue-1550	27	2	businesses	business	NOUN
issue-1550	27	3	struggled	struggle	VERB
issue-1550	27	4	with	with	ADP
issue-1550	27	5	the	the	DET
issue-1550	27	6	consequences	consequence	NOUN
issue-1550	27	7	of	of	ADP
issue-1550	27	8	the	the	DET
issue-1550	27	9	crisis	crisis	NOUN
issue-1550	27	10	,	,	PUNCT
issue-1550	27	11	consumers	consumer	NOUN
issue-1550	27	12	were	be	AUX
issue-1550	27	13	initially	initially	ADV
issue-1550	27	14	lenient	lenient	ADJ
issue-1550	27	15	about	about	ADP
issue-1550	27	16	delays	delay	NOUN
issue-1550	27	17	and	and	CCONJ
issue-1550	27	18	other	other	ADJ
issue-1550	27	19	inconveniences	inconvenience	NOUN
issue-1550	27	20	.	.	PUNCT
issue-1550	28	1	however	however	ADV
issue-1550	28	2	,	,	PUNCT
issue-1550	28	3	the	the	DET
issue-1550	28	4	broad	broad	ADJ
issue-1550	28	5	justification	justification	NOUN
issue-1550	28	6	is	be	AUX
issue-1550	28	7	no	no	ADV
issue-1550	28	8	longer	long	ADV
issue-1550	28	9	acceptable	acceptable	ADJ
issue-1550	28	10	(	(	PUNCT
issue-1550	28	11	peachey	peachey	PROPN
issue-1550	28	12	,	,	PUNCT
issue-1550	28	13	2021	2021	NUM
issue-1550	28	14	)	)	PUNCT
issue-1550	28	15	.	.	PUNCT
issue-1550	29	1	for	for	ADP
issue-1550	29	2	most	most	ADJ
issue-1550	29	3	customers	customer	NOUN
issue-1550	29	4	who	who	PRON
issue-1550	29	5	are	be	AUX
issue-1550	29	6	restricted	restrict	VERB
issue-1550	29	7	to	to	ADP
issue-1550	29	8	their	their	PRON
issue-1550	29	9	homes	home	NOUN
issue-1550	29	10	,	,	PUNCT
issue-1550	29	11	digital	digital	ADJ
issue-1550	29	12	delivery	delivery	NOUN
issue-1550	29	13	has	have	AUX
issue-1550	29	14	become	become	VERB
issue-1550	29	15	an	an	DET
issue-1550	29	16	essential	essential	ADJ
issue-1550	29	17	service	service	NOUN
issue-1550	29	18	.	.	PUNCT
issue-1550	30	1	baltic	baltic	PROPN
issue-1550	30	2	journal	journal	PROPN
issue-1550	30	3	of	of	ADP
issue-1550	30	4	economic	economic	ADJ
issue-1550	30	5	studies	study	NOUN
issue-1550	30	6	2	2	NUM
issue-1550	30	7	vol	vol	NOUN
issue-1550	30	8	.	.	PROPN
issue-1550	31	1	7	7	NUM
issue-1550	31	2	no	no	NOUN
issue-1550	31	3	.	.	NOUN
issue-1550	31	4	5	5	NUM
issue-1550	31	5	,	,	PUNCT
issue-1550	31	6	2021	2021	NUM
issue-1550	31	7	customers	customer	NOUN
issue-1550	31	8	who	who	PRON
issue-1550	31	9	were	be	AUX
issue-1550	31	10	once	once	ADV
issue-1550	31	11	considered	consider	VERB
issue-1550	31	12	"	"	PUNCT
issue-1550	31	13	digitally	digitally	ADV
issue-1550	31	14	resistive	resistive	NOUN
issue-1550	31	15	"	"	PUNCT
issue-1550	31	16	are	be	AUX
issue-1550	31	17	now	now	ADV
issue-1550	31	18	adopting	adopt	VERB
issue-1550	31	19	technology	technology	NOUN
issue-1550	31	20	at	at	ADP
issue-1550	31	21	a	a	DET
issue-1550	31	22	rapid	rapid	ADJ
issue-1550	31	23	rate	rate	NOUN
issue-1550	31	24	.	.	PUNCT
issue-1550	32	1	it	it	PRON
issue-1550	32	2	is	be	AUX
issue-1550	32	3	expected	expect	VERB
issue-1550	32	4	that	that	SCONJ
issue-1550	32	5	once	once	SCONJ
issue-1550	32	6	the	the	DET
issue-1550	32	7	acute	acute	ADJ
issue-1550	32	8	medical	medical	ADJ
issue-1550	32	9	crisis	crisis	NOUN
issue-1550	32	10	is	be	AUX
issue-1550	32	11	over	over	ADV
issue-1550	32	12	,	,	PUNCT
issue-1550	32	13	many	many	ADJ
issue-1550	32	14	customers	customer	NOUN
issue-1550	32	15	who	who	PRON
issue-1550	32	16	have	have	AUX
issue-1550	32	17	switched	switch	VERB
issue-1550	32	18	to	to	ADP
issue-1550	32	19	digital	digital	ADJ
issue-1550	32	20	services	service	NOUN
issue-1550	32	21	will	will	AUX
issue-1550	32	22	stay	stay	VERB
issue-1550	32	23	with	with	ADP
issue-1550	32	24	them	they	PRON
issue-1550	32	25	.	.	PUNCT
issue-1550	33	1	companies	company	NOUN
issue-1550	33	2	that	that	PRON
issue-1550	33	3	make	make	VERB
issue-1550	33	4	this	this	DET
issue-1550	33	5	transition	transition	NOUN
issue-1550	33	6	to	to	ADP
issue-1550	33	7	digital	digital	PROPN
issue-1550	33	8	and	and	CCONJ
issue-1550	33	9	create	create	VERB
issue-1550	33	10	a	a	DET
issue-1550	33	11	superior	superior	ADJ
issue-1550	33	12	experience	experience	NOUN
issue-1550	33	13	have	have	VERB
issue-1550	33	14	a	a	DET
issue-1550	33	15	chance	chance	NOUN
issue-1550	33	16	to	to	PART
issue-1550	33	17	increase	increase	VERB
issue-1550	33	18	their	their	PRON
issue-1550	33	19	customer	customer	NOUN
issue-1550	33	20	base	base	NOUN
issue-1550	33	21	and	and	CCONJ
issue-1550	33	22	retain	retain	VERB
issue-1550	33	23	relationships	relationship	NOUN
issue-1550	33	24	with	with	ADP
issue-1550	33	25	them	they	PRON
issue-1550	33	26	after	after	SCONJ
issue-1550	33	27	the	the	DET
issue-1550	33	28	pandemic	pandemic	NOUN
issue-1550	33	29	is	be	AUX
issue-1550	33	30	over	over	ADP
issue-1550	33	31	(	(	PUNCT
issue-1550	33	32	diebner	diebner	ADJ
issue-1550	33	33	,	,	PUNCT
issue-1550	33	34	silliman	silliman	NOUN
issue-1550	33	35	,	,	PUNCT
issue-1550	33	36	ungerman	ungerman	NOUN
issue-1550	33	37	&	&	CCONJ
issue-1550	33	38	vancauwenberghe	vancauwenberghe	PROPN
issue-1550	33	39	,	,	PUNCT
issue-1550	33	40	2020	2020	NUM
issue-1550	33	41	)	)	PUNCT
issue-1550	33	42	.	.	PUNCT
issue-1550	34	1	consequently	consequently	ADV
issue-1550	34	2	,	,	PUNCT
issue-1550	34	3	companies	company	NOUN
issue-1550	34	4	must	must	AUX
issue-1550	34	5	understand	understand	VERB
issue-1550	34	6	how	how	SCONJ
issue-1550	34	7	the	the	DET
issue-1550	34	8	pandemic	pandemic	NOUN
issue-1550	34	9	is	be	AUX
issue-1550	34	10	affecting	affect	VERB
issue-1550	34	11	all	all	DET
issue-1550	34	12	consumer	consumer	NOUN
issue-1550	34	13	engagement	engagement	NOUN
issue-1550	34	14	touchpoints	touchpoint	NOUN
issue-1550	34	15	and	and	CCONJ
issue-1550	34	16	ensure	ensure	VERB
issue-1550	34	17	that	that	SCONJ
issue-1550	34	18	they	they	PRON
issue-1550	34	19	are	be	AUX
issue-1550	34	20	not	not	PART
issue-1550	34	21	at	at	ADP
issue-1550	34	22	the	the	DET
issue-1550	34	23	whim	whim	NOUN
issue-1550	34	24	of	of	ADP
issue-1550	34	25	such	such	ADJ
issue-1550	34	26	external	external	ADJ
issue-1550	34	27	occurrences	occurrence	NOUN
issue-1550	34	28	in	in	ADP
issue-1550	34	29	order	order	NOUN
issue-1550	34	30	to	to	PART
issue-1550	34	31	design	design	VERB
issue-1550	34	32	a	a	DET
issue-1550	34	33	sustainable	sustainable	ADJ
issue-1550	34	34	future	future	NOUN
issue-1550	34	35	in	in	ADP
issue-1550	34	36	the	the	DET
issue-1550	34	37	‘	'	PUNCT
issue-1550	34	38	new	new	ADJ
issue-1550	34	39	normal	normal	ADJ
issue-1550	34	40	’	'	PUNCT
issue-1550	34	41	.	.	PUNCT
issue-1550	35	1	for	for	ADP
issue-1550	35	2	business	business	NOUN
issue-1550	35	3	-	-	PUNCT
issue-1550	35	4	toconsumer	toconsumer	NOUN
issue-1550	35	5	(	(	PUNCT
issue-1550	35	6	b2c	b2c	ADJ
issue-1550	35	7	)	)	PUNCT
issue-1550	35	8	organizations	organization	NOUN
issue-1550	35	9	of	of	ADP
issue-1550	35	10	all	all	DET
issue-1550	35	11	types	type	NOUN
issue-1550	35	12	,	,	PUNCT
issue-1550	35	13	it	it	PRON
issue-1550	35	14	's	be	AUX
issue-1550	35	15	critical	critical	ADJ
issue-1550	35	16	to	to	PART
issue-1550	35	17	recognize	recognize	VERB
issue-1550	35	18	how	how	SCONJ
issue-1550	35	19	far	far	ADV
issue-1550	35	20	the	the	DET
issue-1550	35	21	modern	modern	ADJ
issue-1550	35	22	customer	customer	NOUN
issue-1550	35	23	experience	experience	NOUN
issue-1550	35	24	has	have	AUX
issue-1550	35	25	advanced	advance	VERB
issue-1550	35	26	and	and	CCONJ
issue-1550	35	27	how	how	SCONJ
issue-1550	35	28	different	different	ADJ
issue-1550	35	29	it	it	PRON
issue-1550	35	30	can	can	AUX
issue-1550	35	31	become	become	VERB
issue-1550	35	32	.	.	PUNCT
issue-1550	36	1	understanding	understand	VERB
issue-1550	36	2	new	new	ADJ
issue-1550	36	3	behaviors	behavior	NOUN
issue-1550	36	4	will	will	AUX
issue-1550	36	5	help	help	VERB
issue-1550	36	6	companies	company	NOUN
issue-1550	36	7	navigate	navigate	VERB
issue-1550	36	8	,	,	PUNCT
issue-1550	36	9	respond	respond	VERB
issue-1550	36	10	and	and	CCONJ
issue-1550	36	11	adapt	adapt	VERB
issue-1550	36	12	their	their	PRON
issue-1550	36	13	various	various	ADJ
issue-1550	36	14	touchpoints	touchpoint	NOUN
issue-1550	36	15	(	(	PUNCT
issue-1550	36	16	sharma	sharma	PROPN
issue-1550	36	17	&	&	CCONJ
issue-1550	36	18	lacaze	lacaze	PROPN
issue-1550	36	19	,	,	PUNCT
issue-1550	36	20	2020	2020	NUM
issue-1550	36	21	)	)	PUNCT
issue-1550	36	22	.	.	PUNCT
issue-1550	37	1	therefore	therefore	ADV
issue-1550	37	2	,	,	PUNCT
issue-1550	37	3	this	this	DET
issue-1550	37	4	study	study	NOUN
issue-1550	37	5	seeks	seek	VERB
issue-1550	37	6	to	to	PART
issue-1550	37	7	provide	provide	VERB
issue-1550	37	8	a	a	DET
issue-1550	37	9	hybrid	hybrid	ADJ
issue-1550	37	10	approach	approach	NOUN
issue-1550	37	11	to	to	ADP
issue-1550	37	12	integrating	integrate	VERB
issue-1550	37	13	technology	technology	NOUN
issue-1550	37	14	and	and	CCONJ
issue-1550	37	15	digital	digital	ADJ
issue-1550	37	16	communications	communication	NOUN
issue-1550	37	17	into	into	ADP
issue-1550	37	18	service	service	NOUN
issue-1550	37	19	recovery	recovery	NOUN
issue-1550	37	20	strategies	strategy	NOUN
issue-1550	37	21	during	during	ADP
issue-1550	37	22	the	the	DET
issue-1550	37	23	covid-19	covid-19	PROPN
issue-1550	37	24	pandemic	pandemic	NOUN
issue-1550	37	25	.	.	PUNCT
issue-1550	38	1	2	2	X
issue-1550	38	2	.	.	X
issue-1550	38	3	technology	technology	NOUN
issue-1550	38	4	and	and	CCONJ
issue-1550	38	5	digital	digital	ADJ
issue-1550	38	6	connectivity	connectivity	NOUN
issue-1550	38	7	during	during	ADP
issue-1550	38	8	the	the	DET
issue-1550	38	9	covid-19	covid-19	PROPN
issue-1550	38	10	pandemic	pandemic	NOUN
issue-1550	38	11	the	the	DET
issue-1550	38	12	world	world	NOUN
issue-1550	38	13	has	have	AUX
issue-1550	38	14	been	be	AUX
issue-1550	38	15	forced	force	VERB
issue-1550	38	16	into	into	ADP
issue-1550	38	17	seclusion	seclusion	NOUN
issue-1550	38	18	under	under	ADP
issue-1550	38	19	covid-19	covid-19	PROPN
issue-1550	38	20	.	.	PUNCT
issue-1550	39	1	until	until	SCONJ
issue-1550	39	2	everyone	everyone	PRON
issue-1550	39	3	is	be	AUX
issue-1550	39	4	vaccinated	vaccinate	VERB
issue-1550	39	5	,	,	PUNCT
issue-1550	39	6	social	social	ADJ
issue-1550	39	7	separation	separation	NOUN
issue-1550	39	8	or	or	CCONJ
issue-1550	39	9	distancing	distancing	NOUN
issue-1550	39	10	is	be	AUX
issue-1550	39	11	the	the	DET
issue-1550	39	12	most	most	ADV
issue-1550	39	13	efficient	efficient	ADJ
issue-1550	39	14	strategy	strategy	NOUN
issue-1550	39	15	to	to	PART
issue-1550	39	16	slow	slow	VERB
issue-1550	39	17	the	the	DET
issue-1550	39	18	spread	spread	NOUN
issue-1550	39	19	of	of	ADP
issue-1550	39	20	the	the	DET
issue-1550	39	21	virus	virus	NOUN
issue-1550	39	22	.	.	PUNCT
issue-1550	40	1	as	as	ADP
issue-1550	40	2	a	a	DET
issue-1550	40	3	result	result	NOUN
issue-1550	40	4	,	,	PUNCT
issue-1550	40	5	everything	everything	PRON
issue-1550	40	6	that	that	PRON
issue-1550	40	7	depends	depend	VERB
issue-1550	40	8	on	on	ADP
issue-1550	40	9	human	human	NOUN
issue-1550	40	10	-	-	PUNCT
issue-1550	40	11	to	to	ADP
issue-1550	40	12	-	-	PUNCT
issue-1550	40	13	human	human	ADJ
issue-1550	40	14	contact	contact	NOUN
issue-1550	40	15	(	(	PUNCT
issue-1550	40	16	i.e.	i.e.	X
issue-1550	40	17	,	,	PUNCT
issue-1550	40	18	most	most	ADJ
issue-1550	40	19	elements	element	NOUN
issue-1550	40	20	of	of	ADP
issue-1550	40	21	people	people	NOUN
issue-1550	40	22	's	's	PART
issue-1550	40	23	lives	life	NOUN
issue-1550	40	24	)	)	PUNCT
issue-1550	40	25	must	must	AUX
issue-1550	40	26	be	be	AUX
issue-1550	40	27	changed	change	VERB
issue-1550	40	28	to	to	PART
issue-1550	40	29	take	take	VERB
issue-1550	40	30	into	into	ADP
issue-1550	40	31	account	account	NOUN
issue-1550	40	32	the	the	DET
issue-1550	40	33	danger	danger	NOUN
issue-1550	40	34	of	of	ADP
issue-1550	40	35	the	the	DET
issue-1550	40	36	virus	virus	NOUN
issue-1550	40	37	.	.	PUNCT
issue-1550	41	1	mandatory	mandatory	ADJ
issue-1550	41	2	shutdowns	shutdown	NOUN
issue-1550	41	3	and	and	CCONJ
issue-1550	41	4	social	social	ADJ
issue-1550	41	5	distancing	distancing	NOUN
issue-1550	41	6	measures	measure	NOUN
issue-1550	41	7	have	have	AUX
issue-1550	41	8	left	leave	VERB
issue-1550	41	9	voids	voids	NOUN
issue-1550	41	10	that	that	PRON
issue-1550	41	11	have	have	AUX
issue-1550	41	12	been	be	AUX
issue-1550	41	13	filled	fill	VERB
issue-1550	41	14	by	by	ADP
issue-1550	41	15	digitalisation	digitalisation	NOUN
issue-1550	41	16	(	(	PUNCT
issue-1550	41	17	cohron	cohron	ADJ
issue-1550	41	18	,	,	PUNCT
issue-1550	41	19	cummings	cummings	PROPN
issue-1550	41	20	,	,	PUNCT
issue-1550	41	21	laroia	laroia	PROPN
issue-1550	41	22	&	&	CCONJ
issue-1550	41	23	yavar	yavar	PROPN
issue-1550	41	24	,	,	PUNCT
issue-1550	41	25	2020	2020	NUM
issue-1550	41	26	)	)	PUNCT
issue-1550	41	27	.	.	PUNCT
issue-1550	42	1	digitalization	digitalization	NOUN
issue-1550	42	2	is	be	AUX
issue-1550	42	3	the	the	DET
issue-1550	42	4	use	use	NOUN
issue-1550	42	5	of	of	ADP
issue-1550	42	6	digital	digital	ADJ
issue-1550	42	7	technology	technology	NOUN
issue-1550	42	8	and	and	CCONJ
issue-1550	42	9	digitized	digitize	VERB
issue-1550	42	10	data	datum	NOUN
issue-1550	42	11	to	to	PART
issue-1550	42	12	enable	enable	VERB
issue-1550	42	13	or	or	CCONJ
issue-1550	42	14	improve	improve	VERB
issue-1550	42	15	processes	process	NOUN
issue-1550	42	16	.	.	PUNCT
issue-1550	43	1	it	it	PRON
issue-1550	43	2	improves	improve	VERB
issue-1550	43	3	,	,	PUNCT
issue-1550	43	4	not	not	PART
issue-1550	43	5	transforms	transform	VERB
issue-1550	43	6	,	,	PUNCT
issue-1550	43	7	an	an	DET
issue-1550	43	8	existing	exist	VERB
issue-1550	43	9	business	business	NOUN
issue-1550	43	10	process	process	NOUN
issue-1550	43	11	or	or	CCONJ
issue-1550	43	12	processes	process	NOUN
issue-1550	43	13	.	.	PUNCT
issue-1550	44	1	that	that	ADV
issue-1550	44	2	is	is	ADV
issue-1550	44	3	,	,	PUNCT
issue-1550	44	4	it	it	PRON
issue-1550	44	5	converts	convert	VERB
issue-1550	44	6	a	a	DET
issue-1550	44	7	human	human	NOUN
issue-1550	44	8	-	-	PUNCT
issue-1550	44	9	driven	drive	VERB
issue-1550	44	10	event	event	NOUN
issue-1550	44	11	or	or	CCONJ
issue-1550	44	12	set	set	NOUN
issue-1550	44	13	of	of	ADP
issue-1550	44	14	events	event	NOUN
issue-1550	44	15	into	into	ADP
issue-1550	44	16	a	a	DET
issue-1550	44	17	software	software	NOUN
issue-1550	44	18	-	-	PUNCT
issue-1550	44	19	driven	drive	VERB
issue-1550	44	20	process	process	NOUN
issue-1550	44	21	(	(	PUNCT
issue-1550	44	22	gupta	gupta	PROPN
issue-1550	44	23	,	,	PUNCT
issue-1550	44	24	2020	2020	NUM
issue-1550	44	25	)	)	PUNCT
issue-1550	44	26	.	.	PUNCT
issue-1550	45	1	another	another	DET
issue-1550	45	2	school	school	NOUN
issue-1550	45	3	of	of	ADP
issue-1550	45	4	thought	thought	NOUN
issue-1550	45	5	argues	argue	VERB
issue-1550	45	6	that	that	SCONJ
issue-1550	45	7	digitization	digitization	NOUN
issue-1550	45	8	refers	refer	VERB
issue-1550	45	9	to	to	ADP
issue-1550	45	10	the	the	DET
issue-1550	45	11	reorganization	reorganization	NOUN
issue-1550	45	12	of	of	ADP
issue-1550	45	13	many	many	ADJ
issue-1550	45	14	aspects	aspect	NOUN
issue-1550	45	15	of	of	ADP
issue-1550	45	16	social	social	ADJ
issue-1550	45	17	life	life	NOUN
issue-1550	45	18	around	around	ADP
issue-1550	45	19	digital	digital	ADJ
issue-1550	45	20	communication	communication	NOUN
issue-1550	45	21	and	and	CCONJ
issue-1550	45	22	media	medium	NOUN
issue-1550	45	23	infrastructures	infrastructure	NOUN
issue-1550	45	24	.	.	PUNCT
issue-1550	46	1	individual	individual	ADJ
issue-1550	46	2	,	,	PUNCT
issue-1550	46	3	industrial	industrial	ADJ
issue-1550	46	4	,	,	PUNCT
issue-1550	46	5	and	and	CCONJ
issue-1550	46	6	regional	regional	ADJ
issue-1550	46	7	prosperity	prosperity	NOUN
issue-1550	46	8	has	have	AUX
issue-1550	46	9	become	become	VERB
issue-1550	46	10	dependent	dependent	ADJ
issue-1550	46	11	on	on	ADP
issue-1550	46	12	the	the	DET
issue-1550	46	13	acquisition	acquisition	NOUN
issue-1550	46	14	of	of	ADP
issue-1550	46	15	digital	digital	ADJ
issue-1550	46	16	skills	skill	NOUN
issue-1550	46	17	(	(	PUNCT
issue-1550	46	18	bloomberg	bloomberg	NOUN
issue-1550	46	19	,	,	PUNCT
issue-1550	46	20	2018	2018	NUM
issue-1550	46	21	)	)	PUNCT
issue-1550	46	22	.	.	PUNCT
issue-1550	47	1	the	the	DET
issue-1550	47	2	good	good	PROPN
issue-1550	47	3	news	news	PROPN
issue-1550	47	4	is	be	AUX
issue-1550	47	5	that	that	SCONJ
issue-1550	47	6	any	any	DET
issue-1550	47	7	business	business	NOUN
issue-1550	47	8	can	can	AUX
issue-1550	47	9	be	be	AUX
issue-1550	47	10	transformed	transform	VERB
issue-1550	47	11	by	by	ADP
issue-1550	47	12	digital	digital	ADJ
issue-1550	47	13	technology	technology	NOUN
issue-1550	47	14	.	.	PUNCT
issue-1550	48	1	burket	burket	PROPN
issue-1550	48	2	(	(	PUNCT
issue-1550	48	3	2017	2017	NUM
issue-1550	48	4	)	)	PUNCT
issue-1550	48	5	argues	argue	VERB
issue-1550	48	6	that	that	SCONJ
issue-1550	48	7	they	they	PRON
issue-1550	48	8	just	just	ADV
issue-1550	48	9	need	need	VERB
issue-1550	48	10	to	to	PART
issue-1550	48	11	figure	figure	VERB
issue-1550	48	12	out	out	ADP
issue-1550	48	13	how	how	SCONJ
issue-1550	48	14	to	to	PART
issue-1550	48	15	use	use	VERB
issue-1550	48	16	or	or	CCONJ
issue-1550	48	17	invent	invent	VERB
issue-1550	48	18	technology	technology	NOUN
issue-1550	48	19	to	to	PART
issue-1550	48	20	solve	solve	VERB
issue-1550	48	21	problems	problem	NOUN
issue-1550	48	22	or	or	CCONJ
issue-1550	48	23	streamline	streamline	VERB
issue-1550	48	24	procedures	procedure	NOUN
issue-1550	48	25	.	.	PUNCT
issue-1550	49	1	integrating	integrate	VERB
issue-1550	49	2	digitalization	digitalization	NOUN
issue-1550	49	3	into	into	ADP
issue-1550	49	4	all	all	DET
issue-1550	49	5	aspects	aspect	NOUN
issue-1550	49	6	of	of	ADP
issue-1550	49	7	the	the	DET
issue-1550	49	8	economy	economy	NOUN
issue-1550	49	9	increases	increase	VERB
issue-1550	49	10	productivity	productivity	NOUN
issue-1550	49	11	.	.	PUNCT
issue-1550	50	1	according	accord	VERB
issue-1550	50	2	to	to	ADP
issue-1550	50	3	ashtonhart	ashtonhart	NOUN
issue-1550	50	4	(	(	PUNCT
issue-1550	50	5	2020	2020	NUM
issue-1550	50	6	)	)	PUNCT
issue-1550	50	7	,	,	PUNCT
issue-1550	50	8	firms	firm	NOUN
issue-1550	50	9	using	use	VERB
issue-1550	50	10	automation	automation	NOUN
issue-1550	50	11	will	will	AUX
issue-1550	50	12	be	be	AUX
issue-1550	50	13	more	more	ADV
issue-1550	50	14	resilient	resilient	ADJ
issue-1550	50	15	in	in	ADP
issue-1550	50	16	competitive	competitive	ADJ
issue-1550	50	17	scenarios	scenario	NOUN
issue-1550	50	18	.	.	PUNCT
issue-1550	51	1	thus	thus	ADV
issue-1550	51	2	,	,	PUNCT
issue-1550	51	3	the	the	DET
issue-1550	51	4	need	need	NOUN
issue-1550	51	5	for	for	ADP
issue-1550	51	6	digital	digital	ADJ
issue-1550	51	7	technology	technology	NOUN
issue-1550	51	8	(	(	PUNCT
issue-1550	51	9	dt	dt	PROPN
issue-1550	51	10	)	)	PUNCT
issue-1550	51	11	has	have	AUX
issue-1550	51	12	been	be	AUX
issue-1550	51	13	demonstrated	demonstrate	VERB
issue-1550	51	14	by	by	ADP
issue-1550	51	15	covid-19	covid-19	PROPN
issue-1550	51	16	,	,	PUNCT
issue-1550	51	17	where	where	SCONJ
issue-1550	51	18	traditional	traditional	ADJ
issue-1550	51	19	physical	physical	ADJ
issue-1550	51	20	procedures	procedure	NOUN
issue-1550	51	21	are	be	AUX
issue-1550	51	22	digitally	digitally	ADV
issue-1550	51	23	modified	modify	VERB
issue-1550	51	24	to	to	PART
issue-1550	51	25	ensure	ensure	VERB
issue-1550	51	26	continuity	continuity	NOUN
issue-1550	51	27	.	.	PUNCT
issue-1550	52	1	dt	dt	PUNCT
issue-1550	52	2	provides	provide	VERB
issue-1550	52	3	connectivity	connectivity	NOUN
issue-1550	52	4	,	,	PUNCT
issue-1550	52	5	streamlines	streamline	NOUN
issue-1550	52	6	disparate	disparate	ADJ
issue-1550	52	7	processes	process	NOUN
issue-1550	52	8	,	,	PUNCT
issue-1550	52	9	and	and	CCONJ
issue-1550	52	10	reduces	reduce	VERB
issue-1550	52	11	the	the	DET
issue-1550	52	12	likelihood	likelihood	NOUN
issue-1550	52	13	of	of	ADP
issue-1550	52	14	disruption	disruption	NOUN
issue-1550	52	15	during	during	ADP
issue-1550	52	16	a	a	DET
issue-1550	52	17	pandemic	pandemic	ADJ
issue-1550	52	18	(	(	PUNCT
issue-1550	52	19	fitzpatrick	fitzpatrick	PROPN
issue-1550	52	20	et	et	PROPN
issue-1550	52	21	al	al	PROPN
issue-1550	52	22	.	.	PROPN
issue-1550	52	23	,	,	PUNCT
issue-1550	52	24	2020	2020	NUM
issue-1550	52	25	)	)	PUNCT
issue-1550	52	26	.	.	PUNCT
issue-1550	53	1	one	one	NUM
issue-1550	53	2	of	of	ADP
issue-1550	53	3	the	the	DET
issue-1550	53	4	consequences	consequence	NOUN
issue-1550	53	5	of	of	ADP
issue-1550	53	6	the	the	DET
issue-1550	53	7	covid-19	covid-19	PROPN
issue-1550	53	8	disaster	disaster	NOUN
issue-1550	53	9	for	for	ADP
issue-1550	53	10	businesses	business	NOUN
issue-1550	53	11	has	have	AUX
issue-1550	53	12	been	be	AUX
issue-1550	53	13	a	a	DET
issue-1550	53	14	major	major	ADJ
issue-1550	53	15	increase	increase	NOUN
issue-1550	53	16	in	in	ADP
issue-1550	53	17	the	the	DET
issue-1550	53	18	adoption	adoption	NOUN
issue-1550	53	19	of	of	ADP
issue-1550	53	20	dt	dt	PROPN
issue-1550	53	21	that	that	PRON
issue-1550	53	22	assists	assist	VERB
issue-1550	53	23	firms	firm	NOUN
issue-1550	53	24	to	to	PART
issue-1550	53	25	reduce	reduce	VERB
issue-1550	53	26	face	face	NOUN
issue-1550	53	27	-	-	PUNCT
issue-1550	53	28	to	to	ADP
issue-1550	53	29	-	-	PUNCT
issue-1550	53	30	face	face	NOUN
issue-1550	53	31	interactions	interaction	NOUN
issue-1550	53	32	whilst	whilst	SCONJ
issue-1550	53	33	also	also	ADV
issue-1550	53	34	protecting	protect	VERB
issue-1550	53	35	consumer	consumer	NOUN
issue-1550	53	36	and	and	CCONJ
issue-1550	53	37	staff	staff	NOUN
issue-1550	53	38	health	health	NOUN
issue-1550	53	39	and	and	CCONJ
issue-1550	53	40	well	well	ADV
issue-1550	53	41	-	-	PUNCT
issue-1550	53	42	being	being	NOUN
issue-1550	53	43	.	.	PUNCT
issue-1550	54	1	covid-19	covid-19	PROPN
issue-1550	54	2	is	be	AUX
issue-1550	54	3	an	an	DET
issue-1550	54	4	acute	acute	ADJ
issue-1550	54	5	disruption	disruption	NOUN
issue-1550	54	6	right	right	ADV
issue-1550	54	7	now	now	ADV
issue-1550	54	8	,	,	PUNCT
issue-1550	54	9	but	but	CCONJ
issue-1550	54	10	it	it	PRON
issue-1550	54	11	could	could	AUX
issue-1550	54	12	recur	recur	VERB
issue-1550	54	13	or	or	CCONJ
issue-1550	54	14	become	become	VERB
issue-1550	54	15	a	a	DET
issue-1550	54	16	more	more	ADV
issue-1550	54	17	chronic	chronic	ADJ
issue-1550	54	18	disruption	disruption	NOUN
issue-1550	54	19	in	in	ADP
issue-1550	54	20	the	the	DET
issue-1550	54	21	future	future	NOUN
issue-1550	54	22	.	.	PUNCT
issue-1550	55	1	this	this	PRON
issue-1550	55	2	makes	make	VERB
issue-1550	55	3	it	it	PRON
issue-1550	55	4	difficult	difficult	ADJ
issue-1550	55	5	for	for	ADP
issue-1550	55	6	executives	executive	NOUN
issue-1550	55	7	leading	lead	VERB
issue-1550	55	8	their	their	PRON
issue-1550	55	9	companies	company	NOUN
issue-1550	55	10	down	down	ADP
issue-1550	55	11	the	the	DET
issue-1550	55	12	complex	complex	ADJ
issue-1550	55	13	path	path	NOUN
issue-1550	55	14	of	of	ADP
issue-1550	55	15	digital	digital	ADJ
issue-1550	55	16	transformation	transformation	NOUN
issue-1550	55	17	to	to	PART
issue-1550	55	18	determine	determine	VERB
issue-1550	55	19	which	which	PRON
issue-1550	55	20	digital	digital	ADJ
issue-1550	55	21	steps	step	NOUN
issue-1550	55	22	are	be	AUX
issue-1550	55	23	equivalent	equivalent	ADJ
issue-1550	55	24	to	to	ADP
issue-1550	55	25	an	an	DET
issue-1550	55	26	intense	intense	ADJ
issue-1550	55	27	dose	dose	NOUN
issue-1550	55	28	of	of	ADP
issue-1550	55	29	azithromycin	azithromycin	PROPN
issue-1550	55	30	,	,	PUNCT
issue-1550	55	31	and	and	CCONJ
issue-1550	55	32	which	which	DET
issue-1550	55	33	pivots	pivot	NOUN
issue-1550	55	34	are	be	AUX
issue-1550	55	35	needed	need	VERB
issue-1550	55	36	to	to	PART
issue-1550	55	37	respond	respond	VERB
issue-1550	55	38	to	to	ADP
issue-1550	55	39	constant	constant	ADJ
issue-1550	55	40	and	and	CCONJ
issue-1550	55	41	prolonged	prolonged	ADJ
issue-1550	55	42	disruption	disruption	NOUN
issue-1550	55	43	(	(	PUNCT
issue-1550	55	44	e.g.	e.g.	ADV
issue-1550	55	45	,	,	PUNCT
issue-1550	55	46	moving	move	VERB
issue-1550	55	47	from	from	ADP
issue-1550	55	48	on	on	ADP
issue-1550	55	49	-	-	PUNCT
issue-1550	55	50	premises	premise	NOUN
issue-1550	55	51	to	to	ADP
issue-1550	55	52	cloud	cloud	NOUN
issue-1550	55	53	computing	computing	NOUN
issue-1550	55	54	)	)	PUNCT
issue-1550	55	55	(	(	PUNCT
issue-1550	55	56	kane	kane	PROPN
issue-1550	55	57	,	,	PUNCT
issue-1550	55	58	phillips	phillips	PROPN
issue-1550	55	59	,	,	PUNCT
issue-1550	55	60	copulsky	copulsky	NOUN
issue-1550	55	61	&	&	CCONJ
issue-1550	55	62	nanda	nanda	ADJ
issue-1550	55	63	,	,	PUNCT
issue-1550	55	64	2020	2020	NUM
issue-1550	55	65	)	)	PUNCT
issue-1550	55	66	.	.	PUNCT
issue-1550	56	1	the	the	DET
issue-1550	56	2	coronavirus	coronavirus	NOUN
issue-1550	56	3	is	be	AUX
issue-1550	56	4	indefinitely	indefinitely	ADV
issue-1550	56	5	changing	change	VERB
issue-1550	56	6	the	the	DET
issue-1550	56	7	way	way	NOUN
issue-1550	56	8	people	people	NOUN
issue-1550	56	9	live	live	VERB
issue-1550	56	10	and	and	CCONJ
issue-1550	56	11	work	work	VERB
issue-1550	56	12	.	.	PUNCT
issue-1550	57	1	some	some	DET
issue-1550	57	2	behaviors	behavior	NOUN
issue-1550	57	3	that	that	PRON
issue-1550	57	4	emerged	emerge	VERB
issue-1550	57	5	during	during	ADP
issue-1550	57	6	the	the	DET
issue-1550	57	7	crisis	crisis	NOUN
issue-1550	57	8	,	,	PUNCT
issue-1550	57	9	such	such	ADJ
issue-1550	57	10	as	as	ADP
issue-1550	57	11	widespread	widespread	ADJ
issue-1550	57	12	use	use	NOUN
issue-1550	57	13	of	of	ADP
issue-1550	57	14	the	the	DET
issue-1550	57	15	internet	internet	NOUN
issue-1550	57	16	,	,	PUNCT
issue-1550	57	17	will	will	AUX
issue-1550	57	18	persist	persist	VERB
issue-1550	57	19	long	long	ADV
issue-1550	57	20	after	after	SCONJ
issue-1550	57	21	the	the	DET
issue-1550	57	22	pandemic	pandemic	NOUN
issue-1550	57	23	is	be	AUX
issue-1550	57	24	over	over	ADV
issue-1550	57	25	.	.	PUNCT
issue-1550	58	1	therefore	therefore	ADV
issue-1550	58	2	,	,	PUNCT
issue-1550	58	3	organizations	organization	NOUN
issue-1550	58	4	must	must	AUX
issue-1550	58	5	adapt	adapt	VERB
issue-1550	58	6	to	to	ADP
issue-1550	58	7	these	these	DET
issue-1550	58	8	behavioral	behavioral	ADJ
issue-1550	58	9	changes	change	NOUN
issue-1550	58	10	and	and	CCONJ
issue-1550	58	11	meet	meet	VERB
issue-1550	58	12	new	new	ADJ
issue-1550	58	13	customer	customer	NOUN
issue-1550	58	14	needs	need	VERB
issue-1550	58	15	in	in	ADP
issue-1550	58	16	order	order	NOUN
issue-1550	58	17	to	to	PART
issue-1550	58	18	remain	remain	VERB
issue-1550	58	19	competitive	competitive	ADJ
issue-1550	58	20	.	.	PUNCT
issue-1550	59	1	advanced	advanced	ADJ
issue-1550	59	2	analytics	analytic	NOUN
issue-1550	59	3	will	will	AUX
issue-1550	59	4	be	be	AUX
issue-1550	59	5	used	use	VERB
issue-1550	59	6	to	to	PART
issue-1550	59	7	extract	extract	VERB
issue-1550	59	8	information	information	NOUN
issue-1550	59	9	from	from	ADP
issue-1550	59	10	customer	customer	NOUN
issue-1550	59	11	data	datum	NOUN
issue-1550	59	12	,	,	PUNCT
issue-1550	59	13	and	and	CCONJ
issue-1550	59	14	efforts	effort	NOUN
issue-1550	59	15	will	will	AUX
issue-1550	59	16	be	be	AUX
issue-1550	59	17	made	make	VERB
issue-1550	59	18	to	to	PART
issue-1550	59	19	integrate	integrate	VERB
issue-1550	59	20	internal	internal	ADJ
issue-1550	59	21	and	and	CCONJ
issue-1550	59	22	external	external	ADJ
issue-1550	59	23	data	datum	NOUN
issue-1550	59	24	to	to	PART
issue-1550	59	25	gain	gain	VERB
issue-1550	59	26	a	a	DET
issue-1550	59	27	more	more	ADV
issue-1550	59	28	holistic	holistic	ADJ
issue-1550	59	29	view	view	NOUN
issue-1550	59	30	.	.	PUNCT
issue-1550	60	1	therefore	therefore	ADV
issue-1550	60	2	,	,	PUNCT
issue-1550	60	3	early	early	ADJ
issue-1550	60	4	detection	detection	NOUN
issue-1550	60	5	of	of	ADP
issue-1550	60	6	change	change	NOUN
issue-1550	60	7	signals	signal	NOUN
issue-1550	60	8	will	will	AUX
issue-1550	60	9	be	be	AUX
issue-1550	60	10	critical	critical	ADJ
issue-1550	60	11	to	to	ADP
issue-1550	60	12	improving	improve	VERB
issue-1550	60	13	the	the	DET
issue-1550	60	14	customer	customer	NOUN
issue-1550	60	15	experience	experience	NOUN
issue-1550	60	16	and	and	CCONJ
issue-1550	60	17	revising	revise	VERB
issue-1550	60	18	customer	customer	NOUN
issue-1550	60	19	value	value	NOUN
issue-1550	60	20	propositions	proposition	NOUN
issue-1550	60	21	to	to	PART
issue-1550	60	22	meet	meet	VERB
issue-1550	60	23	changing	change	VERB
issue-1550	60	24	market	market	NOUN
issue-1550	60	25	conditions	condition	NOUN
issue-1550	60	26	,	,	PUNCT
issue-1550	60	27	preferences	preference	NOUN
issue-1550	60	28	and	and	CCONJ
issue-1550	60	29	needs	need	NOUN
issue-1550	60	30	(	(	PUNCT
issue-1550	60	31	cohron	cohron	ADJ
issue-1550	60	32	,	,	PUNCT
issue-1550	60	33	cummings	cumming	NOUN
issue-1550	60	34	,	,	PUNCT
issue-1550	60	35	laroia	laroia	PROPN
issue-1550	60	36	&	&	CCONJ
issue-1550	60	37	yavar	yavar	PROPN
issue-1550	60	38	,	,	PUNCT
issue-1550	60	39	2020	2020	NUM
issue-1550	60	40	)	)	PUNCT
issue-1550	60	41	.	.	PUNCT
issue-1550	61	1	figure	figure	NOUN
issue-1550	61	2	1	1	NUM
issue-1550	61	3	shows	show	VERB
issue-1550	61	4	that	that	SCONJ
issue-1550	61	5	as	as	ADP
issue-1550	61	6	of	of	ADP
issue-1550	61	7	january	january	PROPN
issue-1550	61	8	2021	2021	NUM
issue-1550	61	9	,	,	PUNCT
issue-1550	61	10	there	there	PRON
issue-1550	61	11	were	be	VERB
issue-1550	61	12	4.66	4.66	NUM
issue-1550	61	13	billion	billion	NUM
issue-1550	61	14	active	active	ADJ
issue-1550	61	15	internet	internet	NOUN
issue-1550	61	16	users	user	NOUN
issue-1550	61	17	worldwide	worldwide	ADV
issue-1550	61	18	,	,	PUNCT
issue-1550	61	19	representing	represent	VERB
issue-1550	61	20	59.5	59.5	NUM
issue-1550	61	21	percent	percent	NOUN
issue-1550	61	22	of	of	ADP
issue-1550	61	23	the	the	DET
issue-1550	61	24	world	world	NOUN
issue-1550	61	25	's	's	PART
issue-1550	61	26	population	population	NOUN
issue-1550	61	27	.	.	PUNCT
issue-1550	62	1	92.6	92.6	NUM
issue-1550	62	2	percent	percent	NOUN
issue-1550	62	3	(	(	PUNCT
issue-1550	62	4	4.32	4.32	NUM
issue-1550	62	5	billion	billion	NUM
issue-1550	62	6	)	)	PUNCT
issue-1550	62	7	used	use	VERB
issue-1550	62	8	mobile	mobile	ADJ
issue-1550	62	9	devices	device	NOUN
issue-1550	62	10	to	to	PART
issue-1550	62	11	access	access	VERB
issue-1550	62	12	the	the	DET
issue-1550	62	13	internet	internet	NOUN
issue-1550	62	14	(	(	PUNCT
issue-1550	62	15	statista	statista	NOUN
issue-1550	62	16	,	,	PUNCT
issue-1550	62	17	2021	2021	NUM
issue-1550	62	18	)	)	PUNCT
issue-1550	62	19	.	.	PUNCT
issue-1550	63	1	these	these	DET
issue-1550	63	2	statistics	statistic	NOUN
issue-1550	63	3	provide	provide	VERB
issue-1550	63	4	fertile	fertile	ADJ
issue-1550	63	5	ground	ground	NOUN
issue-1550	63	6	for	for	SCONJ
issue-1550	63	7	companies	company	NOUN
issue-1550	63	8	to	to	PART
issue-1550	63	9	integrate	integrate	VERB
issue-1550	63	10	technology	technology	NOUN
issue-1550	63	11	and	and	CCONJ
issue-1550	63	12	digital	digital	ADJ
issue-1550	63	13	connectivity	connectivity	NOUN
issue-1550	63	14	into	into	ADP
issue-1550	63	15	their	their	PRON
issue-1550	63	16	business	business	NOUN
issue-1550	63	17	as	as	SCONJ
issue-1550	63	18	the	the	DET
issue-1550	63	19	world	world	NOUN
issue-1550	63	20	's	's	PART
issue-1550	63	21	digital	digital	ADJ
issue-1550	63	22	population	population	NOUN
issue-1550	63	23	is	be	AUX
issue-1550	63	24	high	high	ADJ
issue-1550	63	25	.	.	PUNCT
issue-1550	64	1	3	3	X
issue-1550	64	2	.	.	X
issue-1550	64	3	theoretical	theoretical	ADJ
issue-1550	64	4	background	background	NOUN
issue-1550	64	5	of	of	ADP
issue-1550	64	6	service	service	NOUN
issue-1550	64	7	recovery	recovery	NOUN
issue-1550	64	8	service	service	NOUN
issue-1550	64	9	recovery	recovery	NOUN
issue-1550	64	10	is	be	AUX
issue-1550	64	11	a	a	DET
issue-1550	64	12	multi	multi	ADJ
issue-1550	64	13	-	-	ADJ
issue-1550	64	14	dimensional	dimensional	ADJ
issue-1550	64	15	concept	concept	NOUN
issue-1550	64	16	that	that	PRON
issue-1550	64	17	encompasses	encompass	VERB
issue-1550	64	18	customers	customer	NOUN
issue-1550	64	19	,	,	PUNCT
issue-1550	64	20	employees	employee	NOUN
issue-1550	64	21	and	and	CCONJ
issue-1550	64	22	the	the	DET
issue-1550	64	23	process	process	NOUN
issue-1550	64	24	if	if	SCONJ
issue-1550	64	25	a	a	DET
issue-1550	64	26	complaint	complaint	NOUN
issue-1550	64	27	is	be	AUX
issue-1550	64	28	registered	register	VERB
issue-1550	64	29	after	after	ADP
issue-1550	64	30	a	a	DET
issue-1550	64	31	service	service	NOUN
issue-1550	64	32	failure	failure	NOUN
issue-1550	64	33	(	(	PUNCT
issue-1550	64	34	kumar	kumar	PROPN
issue-1550	64	35	&	&	CCONJ
issue-1550	64	36	kumar	kumar	PROPN
issue-1550	64	37	,	,	PUNCT
issue-1550	64	38	2016	2016	NUM
issue-1550	64	39	)	)	PUNCT
issue-1550	64	40	.	.	PUNCT
issue-1550	65	1	service	service	NOUN
issue-1550	65	2	recovery	recovery	NOUN
issue-1550	65	3	can	can	AUX
issue-1550	65	4	be	be	AUX
issue-1550	65	5	used	use	VERB
issue-1550	65	6	as	as	ADP
issue-1550	65	7	an	an	DET
issue-1550	65	8	effective	effective	ADJ
issue-1550	65	9	weapon	weapon	NOUN
issue-1550	65	10	to	to	PART
issue-1550	65	11	gain	gain	VERB
issue-1550	65	12	a	a	DET
issue-1550	65	13	competitive	competitive	ADJ
issue-1550	65	14	advantage	advantage	NOUN
issue-1550	65	15	in	in	ADP
issue-1550	65	16	a	a	DET
issue-1550	65	17	turbulent	turbulent	ADJ
issue-1550	65	18	business	business	NOUN
issue-1550	65	19	environment	environment	NOUN
issue-1550	65	20	(	(	PUNCT
issue-1550	65	21	singhal	singhal	NOUN
issue-1550	65	22	,	,	PUNCT
issue-1550	65	23	krishna	krishna	PROPN
issue-1550	65	24	&	&	CCONJ
issue-1550	65	25	lazarus	lazarus	PROPN
issue-1550	65	26	,	,	PUNCT
issue-1550	65	27	2013	2013	NUM
issue-1550	65	28	)	)	PUNCT
issue-1550	65	29	.	.	PUNCT
issue-1550	66	1	addison	addison	PROPN
issue-1550	66	2	and	and	CCONJ
issue-1550	66	3	haig	haig	PROPN
issue-1550	66	4	(	(	PUNCT
issue-1550	66	5	2013	2013	NUM
issue-1550	66	6	)	)	PUNCT
issue-1550	66	7	posit	posit	VERB
issue-1550	66	8	that	that	DET
issue-1550	66	9	service	service	NOUN
issue-1550	66	10	recovery	recovery	NOUN
issue-1550	66	11	,	,	PUNCT
issue-1550	66	12	if	if	SCONJ
issue-1550	66	13	properly	properly	ADV
issue-1550	66	14	executed	execute	VERB
issue-1550	66	15	,	,	PUNCT
issue-1550	66	16	can	can	AUX
issue-1550	66	17	turn	turn	VERB
issue-1550	66	18	angry	angry	ADJ
issue-1550	66	19	customers	customer	NOUN
issue-1550	66	20	into	into	ADP
issue-1550	66	21	fanatics	fanatic	NOUN
issue-1550	66	22	who	who	PRON
issue-1550	66	23	will	will	AUX
issue-1550	66	24	extol	extol	VERB
issue-1550	66	25	the	the	DET
issue-1550	66	26	service	service	NOUN
issue-1550	66	27	provider	provider	NOUN
issue-1550	66	28	for	for	ADP
issue-1550	66	29	top	top	ADJ
issue-1550	66	30	-	-	PUNCT
issue-1550	66	31	notch	notch	NOUN
issue-1550	66	32	service	service	NOUN
issue-1550	66	33	.	.	PUNCT
issue-1550	67	1	therefore	therefore	ADV
issue-1550	67	2	,	,	PUNCT
issue-1550	67	3	service	service	NOUN
issue-1550	67	4	providers	provider	NOUN
issue-1550	67	5	are	be	AUX
issue-1550	67	6	advised	advise	VERB
issue-1550	67	7	to	to	PART
issue-1550	67	8	consider	consider	VERB
issue-1550	67	9	the	the	DET
issue-1550	67	10	magnitude	magnitude	NOUN
issue-1550	67	11	of	of	ADP
issue-1550	67	12	service	service	NOUN
issue-1550	67	13	failure	failure	NOUN
issue-1550	67	14	when	when	SCONJ
issue-1550	67	15	designing	designing	NOUN
issue-1550	67	16	recovery	recovery	NOUN
issue-1550	67	17	strategies	strategy	NOUN
issue-1550	67	18	.	.	PUNCT
issue-1550	68	1	baltic	baltic	PROPN
issue-1550	68	2	journal	journal	PROPN
issue-1550	68	3	of	of	ADP
issue-1550	68	4	economic	economic	ADJ
issue-1550	68	5	studies	study	NOUN
issue-1550	68	6	3	3	NUM
issue-1550	68	7	vol	vol	NOUN
issue-1550	68	8	.	.	PROPN
issue-1550	69	1	7	7	NUM
issue-1550	69	2	no	no	NOUN
issue-1550	69	3	.	.	NOUN
issue-1550	69	4	5	5	NUM
issue-1550	69	5	,	,	PUNCT
issue-1550	69	6	2021	2021	NUM
issue-1550	69	7	balaji	balaji	PROPN
issue-1550	69	8	and	and	CCONJ
issue-1550	69	9	sarkar	sarkar	PROPN
issue-1550	69	10	(	(	PUNCT
issue-1550	69	11	2013	2013	NUM
issue-1550	69	12	)	)	PUNCT
issue-1550	69	13	warn	warn	VERB
issue-1550	69	14	that	that	SCONJ
issue-1550	69	15	a	a	DET
issue-1550	69	16	service	service	NOUN
issue-1550	69	17	provider	provider	NOUN
issue-1550	69	18	's	's	PART
issue-1550	69	19	inability	inability	NOUN
issue-1550	69	20	to	to	PART
issue-1550	69	21	determine	determine	VERB
issue-1550	69	22	the	the	DET
issue-1550	69	23	severity	severity	NOUN
issue-1550	69	24	of	of	ADP
issue-1550	69	25	failure	failure	NOUN
issue-1550	69	26	can	can	AUX
issue-1550	69	27	lead	lead	VERB
issue-1550	69	28	to	to	ADP
issue-1550	69	29	misallocation	misallocation	NOUN
issue-1550	69	30	of	of	ADP
issue-1550	69	31	resources	resource	NOUN
issue-1550	69	32	and	and	CCONJ
issue-1550	69	33	a	a	DET
issue-1550	69	34	firm	firm	NOUN
issue-1550	69	35	's	's	PART
issue-1550	69	36	inability	inability	NOUN
issue-1550	69	37	to	to	PART
issue-1550	69	38	satisfy	satisfy	VERB
issue-1550	69	39	and	and	CCONJ
issue-1550	69	40	retain	retain	VERB
issue-1550	69	41	customers	customer	NOUN
issue-1550	69	42	.	.	PUNCT
issue-1550	70	1	the	the	DET
issue-1550	70	2	magnitude	magnitude	NOUN
issue-1550	70	3	of	of	ADP
issue-1550	70	4	the	the	DET
issue-1550	70	5	service	service	NOUN
issue-1550	70	6	failure	failure	NOUN
issue-1550	70	7	determines	determine	VERB
issue-1550	70	8	the	the	DET
issue-1550	70	9	type	type	NOUN
issue-1550	70	10	of	of	ADP
issue-1550	70	11	service	service	NOUN
issue-1550	70	12	recovery	recovery	NOUN
issue-1550	70	13	strategy	strategy	NOUN
issue-1550	70	14	that	that	PRON
issue-1550	70	15	can	can	AUX
issue-1550	70	16	be	be	AUX
issue-1550	70	17	used	use	VERB
issue-1550	70	18	to	to	PART
issue-1550	70	19	mitigate	mitigate	VERB
issue-1550	70	20	customer	customer	NOUN
issue-1550	70	21	dissatisfaction	dissatisfaction	NOUN
issue-1550	70	22	.	.	PUNCT
issue-1550	71	1	for	for	ADP
issue-1550	71	2	example	example	NOUN
issue-1550	71	3	,	,	PUNCT
issue-1550	71	4	if	if	SCONJ
issue-1550	71	5	a	a	DET
issue-1550	71	6	customer	customer	NOUN
issue-1550	71	7	suffered	suffer	VERB
issue-1550	71	8	a	a	DET
issue-1550	71	9	financial	financial	ADJ
issue-1550	71	10	loss	loss	NOUN
issue-1550	71	11	,	,	PUNCT
issue-1550	71	12	an	an	DET
issue-1550	71	13	apology	apology	NOUN
issue-1550	71	14	would	would	AUX
issue-1550	71	15	not	not	PART
issue-1550	71	16	be	be	AUX
issue-1550	71	17	adequate	adequate	ADJ
issue-1550	71	18	because	because	SCONJ
issue-1550	71	19	the	the	DET
issue-1550	71	20	customer	customer	NOUN
issue-1550	71	21	would	would	AUX
issue-1550	71	22	expect	expect	VERB
issue-1550	71	23	compensation	compensation	NOUN
issue-1550	71	24	from	from	ADP
issue-1550	71	25	the	the	DET
issue-1550	71	26	service	service	NOUN
issue-1550	71	27	provider	provider	NOUN
issue-1550	71	28	.	.	PUNCT
issue-1550	72	1	in	in	ADP
issue-1550	72	2	extreme	extreme	ADJ
issue-1550	72	3	cases	case	NOUN
issue-1550	72	4	,	,	PUNCT
issue-1550	72	5	no	no	DET
issue-1550	72	6	amount	amount	NOUN
issue-1550	72	7	of	of	ADP
issue-1550	72	8	recovery	recovery	NOUN
issue-1550	72	9	performance	performance	NOUN
issue-1550	72	10	or	or	CCONJ
issue-1550	72	11	strategy	strategy	NOUN
issue-1550	72	12	will	will	AUX
issue-1550	72	13	restore	restore	VERB
issue-1550	72	14	the	the	DET
issue-1550	72	15	customer	customer	NOUN
issue-1550	72	16	to	to	ADP
issue-1550	72	17	the	the	DET
issue-1550	72	18	previous	previous	ADJ
issue-1550	72	19	position	position	NOUN
issue-1550	72	20	because	because	SCONJ
issue-1550	72	21	of	of	ADP
issue-1550	72	22	the	the	DET
issue-1550	72	23	damage	damage	NOUN
issue-1550	72	24	caused	cause	VERB
issue-1550	72	25	by	by	ADP
issue-1550	72	26	the	the	DET
issue-1550	72	27	initial	initial	ADJ
issue-1550	72	28	failure	failure	NOUN
issue-1550	72	29	.	.	PUNCT
issue-1550	73	1	no	no	ADV
issue-1550	73	2	matter	matter	ADV
issue-1550	73	3	the	the	DET
issue-1550	73	4	apology	apology	NOUN
issue-1550	73	5	or	or	CCONJ
issue-1550	73	6	size	size	NOUN
issue-1550	73	7	of	of	ADP
issue-1550	73	8	compensation	compensation	NOUN
issue-1550	73	9	,	,	PUNCT
issue-1550	73	10	any	any	DET
issue-1550	73	11	recovery	recovery	NOUN
issue-1550	73	12	tactic	tactic	NOUN
issue-1550	73	13	would	would	AUX
issue-1550	73	14	not	not	PART
issue-1550	73	15	make	make	VERB
issue-1550	73	16	the	the	DET
issue-1550	73	17	customer	customer	NOUN
issue-1550	73	18	whole	whole	ADV
issue-1550	73	19	again	again	ADV
issue-1550	73	20	and	and	CCONJ
issue-1550	73	21	there	there	PRON
issue-1550	73	22	is	be	VERB
issue-1550	73	23	thus	thus	ADV
issue-1550	73	24	no	no	DET
issue-1550	73	25	way	way	NOUN
issue-1550	73	26	to	to	PART
issue-1550	73	27	recover	recover	VERB
issue-1550	73	28	(	(	PUNCT
issue-1550	73	29	mccollough	mccollough	PROPN
issue-1550	73	30	,	,	PUNCT
issue-1550	73	31	2009	2009	NUM
issue-1550	73	32	)	)	PUNCT
issue-1550	73	33	.	.	PUNCT
issue-1550	74	1	when	when	SCONJ
issue-1550	74	2	service	service	NOUN
issue-1550	74	3	failure	failure	NOUN
issue-1550	74	4	is	be	AUX
issue-1550	74	5	severe	severe	ADJ
issue-1550	74	6	,	,	PUNCT
issue-1550	74	7	no	no	DET
issue-1550	74	8	amount	amount	NOUN
issue-1550	74	9	of	of	ADP
issue-1550	74	10	recovery	recovery	NOUN
issue-1550	74	11	or	or	CCONJ
issue-1550	74	12	compensation	compensation	NOUN
issue-1550	74	13	is	be	AUX
issue-1550	74	14	sufficient	sufficient	ADJ
issue-1550	74	15	to	to	PART
issue-1550	74	16	please	please	VERB
issue-1550	74	17	the	the	DET
issue-1550	74	18	customer	customer	NOUN
issue-1550	74	19	.	.	PUNCT
issue-1550	75	1	chuang	chuang	PROPN
issue-1550	75	2	,	,	PUNCT
issue-1550	75	3	cheng	cheng	PROPN
issue-1550	75	4	,	,	PUNCT
issue-1550	75	5	chang	chang	PROPN
issue-1550	75	6	and	and	CCONJ
issue-1550	75	7	yang	yang	PROPN
issue-1550	75	8	(	(	PUNCT
issue-1550	75	9	2012	2012	NUM
issue-1550	75	10	)	)	PUNCT
issue-1550	75	11	made	make	VERB
issue-1550	75	12	a	a	DET
issue-1550	75	13	finding	finding	NOUN
issue-1550	75	14	that	that	PRON
issue-1550	75	15	is	be	AUX
issue-1550	75	16	consistent	consistent	ADJ
issue-1550	75	17	with	with	ADP
issue-1550	75	18	the	the	DET
issue-1550	75	19	prospect	prospect	NOUN
issue-1550	75	20	theory	theory	NOUN
issue-1550	75	21	,	,	PUNCT
issue-1550	75	22	which	which	PRON
issue-1550	75	23	contends	contend	VERB
issue-1550	75	24	that	that	SCONJ
issue-1550	75	25	when	when	SCONJ
issue-1550	75	26	the	the	DET
issue-1550	75	27	outcome	outcome	NOUN
issue-1550	75	28	and	and	CCONJ
issue-1550	75	29	processrelated	processrelated	ADJ
issue-1550	75	30	service	service	NOUN
issue-1550	75	31	failures	failure	NOUN
issue-1550	75	32	are	be	AUX
issue-1550	75	33	severe	severe	ADJ
issue-1550	75	34	,	,	PUNCT
issue-1550	75	35	it	it	PRON
issue-1550	75	36	is	be	AUX
issue-1550	75	37	not	not	PART
issue-1550	75	38	easy	easy	ADJ
issue-1550	75	39	for	for	SCONJ
issue-1550	75	40	the	the	DET
issue-1550	75	41	service	service	NOUN
issue-1550	75	42	provider	provider	NOUN
issue-1550	75	43	to	to	PART
issue-1550	75	44	resolve	resolve	VERB
issue-1550	75	45	the	the	DET
issue-1550	75	46	problem	problem	NOUN
issue-1550	75	47	by	by	ADP
issue-1550	75	48	either	either	CCONJ
issue-1550	75	49	a	a	DET
issue-1550	75	50	tangible	tangible	ADJ
issue-1550	75	51	or	or	CCONJ
issue-1550	75	52	psychological	psychological	ADJ
issue-1550	75	53	recovery	recovery	NOUN
issue-1550	75	54	approach	approach	NOUN
issue-1550	75	55	.	.	PUNCT
issue-1550	76	1	simply	simply	ADV
issue-1550	76	2	put	put	VERB
issue-1550	76	3	,	,	PUNCT
issue-1550	76	4	customers	customer	NOUN
issue-1550	76	5	believe	believe	VERB
issue-1550	76	6	that	that	SCONJ
issue-1550	76	7	the	the	DET
issue-1550	76	8	losses	loss	NOUN
issue-1550	76	9	associated	associate	VERB
issue-1550	76	10	with	with	ADP
issue-1550	76	11	a	a	DET
issue-1550	76	12	denial	denial	NOUN
issue-1550	76	13	of	of	ADP
issue-1550	76	14	service	service	NOUN
issue-1550	76	15	are	be	AUX
issue-1550	76	16	greater	great	ADJ
issue-1550	76	17	than	than	ADP
issue-1550	76	18	the	the	DET
issue-1550	76	19	profits	profit	NOUN
issue-1550	76	20	gained	gain	VERB
issue-1550	76	21	from	from	ADP
issue-1550	76	22	service	service	NOUN
issue-1550	76	23	restoration	restoration	NOUN
issue-1550	76	24	efforts	effort	NOUN
issue-1550	76	25	,	,	PUNCT
issue-1550	76	26	so	so	SCONJ
issue-1550	76	27	they	they	PRON
issue-1550	76	28	consider	consider	VERB
issue-1550	76	29	any	any	DET
issue-1550	76	30	restoration	restoration	NOUN
issue-1550	76	31	efforts	effort	NOUN
issue-1550	76	32	insufficient	insufficient	ADJ
issue-1550	76	33	to	to	PART
issue-1550	76	34	mitigate	mitigate	VERB
issue-1550	76	35	the	the	DET
issue-1550	76	36	effects	effect	NOUN
issue-1550	76	37	of	of	ADP
issue-1550	76	38	a	a	DET
issue-1550	76	39	serious	serious	ADJ
issue-1550	76	40	denial	denial	NOUN
issue-1550	76	41	.	.	PUNCT
issue-1550	77	1	the	the	DET
issue-1550	77	2	prospect	prospect	PROPN
issue-1550	77	3	theory	theory	NOUN
issue-1550	77	4	and	and	CCONJ
issue-1550	77	5	mental	mental	ADJ
issue-1550	77	6	accounting	accounting	NOUN
issue-1550	77	7	principles	principle	NOUN
issue-1550	77	8	suggest	suggest	VERB
issue-1550	77	9	that	that	SCONJ
issue-1550	77	10	the	the	DET
issue-1550	77	11	effectiveness	effectiveness	NOUN
issue-1550	77	12	of	of	ADP
issue-1550	77	13	service	service	NOUN
issue-1550	77	14	recovery	recovery	NOUN
issue-1550	77	15	depends	depend	VERB
issue-1550	77	16	on	on	ADP
issue-1550	77	17	the	the	DET
issue-1550	77	18	severity	severity	NOUN
issue-1550	77	19	of	of	ADP
issue-1550	77	20	the	the	DET
issue-1550	77	21	failure	failure	NOUN
issue-1550	77	22	,	,	PUNCT
issue-1550	77	23	such	such	ADJ
issue-1550	77	24	that	that	DET
issue-1550	77	25	service	service	NOUN
issue-1550	77	26	recovery	recovery	NOUN
issue-1550	77	27	strategies	strategy	NOUN
issue-1550	77	28	or	or	CCONJ
issue-1550	77	29	tactics	tactic	NOUN
issue-1550	77	30	will	will	AUX
issue-1550	77	31	be	be	AUX
issue-1550	77	32	only	only	ADV
issue-1550	77	33	effective	effective	ADJ
issue-1550	77	34	when	when	SCONJ
issue-1550	77	35	failure	failure	NOUN
issue-1550	77	36	severity	severity	NOUN
issue-1550	77	37	is	be	AUX
issue-1550	77	38	low	low	ADJ
issue-1550	77	39	.	.	PUNCT
issue-1550	78	1	with	with	ADP
issue-1550	78	2	respect	respect	NOUN
issue-1550	78	3	to	to	ADP
issue-1550	78	4	gain	gain	NOUN
issue-1550	78	5	and	and	CCONJ
issue-1550	78	6	loss	loss	NOUN
issue-1550	78	7	,	,	PUNCT
issue-1550	78	8	as	as	SCONJ
issue-1550	78	9	the	the	DET
issue-1550	78	10	severity	severity	NOUN
issue-1550	78	11	of	of	ADP
issue-1550	78	12	service	service	NOUN
issue-1550	78	13	failure	failure	NOUN
issue-1550	78	14	becomes	become	VERB
issue-1550	78	15	low	low	ADJ
issue-1550	78	16	,	,	PUNCT
issue-1550	78	17	the	the	DET
issue-1550	78	18	perceived	perceive	VERB
issue-1550	78	19	loss	loss	NOUN
issue-1550	78	20	from	from	ADP
issue-1550	78	21	failure	failure	NOUN
issue-1550	78	22	and	and	CCONJ
issue-1550	78	23	the	the	DET
issue-1550	78	24	perceived	perceive	VERB
issue-1550	78	25	gain	gain	NOUN
issue-1550	78	26	created	create	VERB
issue-1550	78	27	by	by	ADP
issue-1550	78	28	the	the	DET
issue-1550	78	29	effort	effort	NOUN
issue-1550	78	30	to	to	PART
issue-1550	78	31	restore	restore	VERB
issue-1550	78	32	the	the	DET
issue-1550	78	33	service	service	NOUN
issue-1550	78	34	decrease	decrease	NOUN
issue-1550	78	35	,	,	PUNCT
issue-1550	78	36	so	so	SCONJ
issue-1550	78	37	that	that	SCONJ
issue-1550	78	38	the	the	DET
issue-1550	78	39	customer	customer	NOUN
issue-1550	78	40	will	will	AUX
issue-1550	78	41	consider	consider	VERB
issue-1550	78	42	the	the	DET
issue-1550	78	43	loss	loss	NOUN
issue-1550	78	44	to	to	PART
issue-1550	78	45	be	be	AUX
issue-1550	78	46	less	less	ADJ
issue-1550	78	47	and	and	CCONJ
issue-1550	78	48	the	the	DET
issue-1550	78	49	gain	gain	NOUN
issue-1550	78	50	to	to	PART
issue-1550	78	51	be	be	AUX
issue-1550	78	52	greater	great	ADJ
issue-1550	78	53	.	.	PUNCT
issue-1550	79	1	the	the	DET
issue-1550	79	2	implication	implication	NOUN
issue-1550	79	3	is	be	AUX
issue-1550	79	4	that	that	PRON
issue-1550	79	5	low	low	ADJ
issue-1550	79	6	service	service	NOUN
issue-1550	79	7	recovery	recovery	NOUN
issue-1550	79	8	efforts	effort	NOUN
issue-1550	79	9	guarantee	guarantee	VERB
issue-1550	79	10	little	little	ADJ
issue-1550	79	11	benefit	benefit	NOUN
issue-1550	79	12	,	,	PUNCT
issue-1550	79	13	but	but	CCONJ
issue-1550	79	14	can	can	AUX
issue-1550	79	15	be	be	AUX
issue-1550	79	16	just	just	ADV
issue-1550	79	17	as	as	ADV
issue-1550	79	18	effective	effective	ADJ
issue-1550	79	19	as	as	ADP
issue-1550	79	20	high	high	ADJ
issue-1550	79	21	recovery	recovery	NOUN
issue-1550	79	22	efforts	effort	NOUN
issue-1550	79	23	when	when	SCONJ
issue-1550	79	24	peripheral	peripheral	ADJ
issue-1550	79	25	services	service	NOUN
issue-1550	79	26	fail	fail	VERB
issue-1550	79	27	(	(	PUNCT
issue-1550	79	28	yi	yi	PROPN
issue-1550	79	29	&	&	CCONJ
issue-1550	79	30	lee	lee	PROPN
issue-1550	79	31	,	,	PUNCT
issue-1550	79	32	2005	2005	NUM
issue-1550	79	33	)	)	PUNCT
issue-1550	79	34	.	.	PUNCT
issue-1550	80	1	4	4	X
issue-1550	80	2	.	.	X
issue-1550	80	3	service	service	NOUN
issue-1550	80	4	recovery	recovery	NOUN
issue-1550	80	5	strategies	strategy	NOUN
issue-1550	80	6	4.1	4.1	NUM
issue-1550	80	7	apology	apology	NOUN
issue-1550	80	8	brands	brand	NOUN
issue-1550	80	9	with	with	ADP
issue-1550	80	10	the	the	DET
issue-1550	80	11	best	good	ADJ
issue-1550	80	12	price	price	NOUN
issue-1550	80	13	,	,	PUNCT
issue-1550	80	14	the	the	DET
issue-1550	80	15	most	most	ADV
issue-1550	80	16	fashionable	fashionable	ADJ
issue-1550	80	17	product	product	NOUN
issue-1550	80	18	,	,	PUNCT
issue-1550	80	19	or	or	CCONJ
issue-1550	80	20	the	the	DET
issue-1550	80	21	most	most	ADV
issue-1550	80	22	memorable	memorable	ADJ
issue-1550	80	23	marketing	marketing	NOUN
issue-1550	80	24	campaign	campaign	NOUN
issue-1550	80	25	may	may	AUX
issue-1550	80	26	not	not	PART
issue-1550	80	27	have	have	VERB
issue-1550	80	28	an	an	DET
issue-1550	80	29	advantage	advantage	NOUN
issue-1550	80	30	over	over	ADP
issue-1550	80	31	those	those	PRON
issue-1550	80	32	who	who	PRON
issue-1550	80	33	demonstrate	demonstrate	VERB
issue-1550	80	34	emotional	emotional	ADJ
issue-1550	80	35	intelligence	intelligence	NOUN
issue-1550	80	36	and	and	CCONJ
issue-1550	80	37	communicate	communicate	VERB
issue-1550	80	38	with	with	ADP
issue-1550	80	39	care	care	NOUN
issue-1550	80	40	,	,	PUNCT
issue-1550	80	41	honesty	honesty	NOUN
issue-1550	80	42	,	,	PUNCT
issue-1550	80	43	and	and	CCONJ
issue-1550	80	44	empathy	empathy	NOUN
issue-1550	80	45	,	,	PUNCT
issue-1550	80	46	thereby	thereby	ADV
issue-1550	80	47	inspiring	inspire	VERB
issue-1550	80	48	trust	trust	NOUN
issue-1550	80	49	.	.	PUNCT
issue-1550	81	1	people	people	NOUN
issue-1550	81	2	want	want	VERB
issue-1550	81	3	to	to	PART
issue-1550	81	4	be	be	AUX
issue-1550	81	5	seen	see	VERB
issue-1550	81	6	and	and	CCONJ
issue-1550	81	7	understood	understand	VERB
issue-1550	81	8	in	in	ADP
issue-1550	81	9	times	time	NOUN
issue-1550	81	10	of	of	ADP
issue-1550	81	11	crisis	crisis	NOUN
issue-1550	81	12	,	,	PUNCT
issue-1550	81	13	and	and	CCONJ
issue-1550	81	14	they	they	PRON
issue-1550	81	15	are	be	AUX
issue-1550	81	16	especially	especially	ADV
issue-1550	81	17	sensitive	sensitive	ADJ
issue-1550	81	18	to	to	ADP
issue-1550	81	19	tone	tone	NOUN
issue-1550	81	20	and	and	CCONJ
issue-1550	81	21	intention	intention	NOUN
issue-1550	81	22	(	(	PUNCT
issue-1550	81	23	acker	acker	PROPN
issue-1550	81	24	,	,	PUNCT
issue-1550	81	25	2020	2020	NUM
issue-1550	81	26	)	)	PUNCT
issue-1550	81	27	.	.	PUNCT
issue-1550	82	1	therefore	therefore	ADV
issue-1550	82	2	,	,	PUNCT
issue-1550	82	3	service	service	NOUN
issue-1550	82	4	employees	employee	NOUN
issue-1550	82	5	need	need	VERB
issue-1550	82	6	to	to	PART
issue-1550	82	7	have	have	VERB
issue-1550	82	8	a	a	DET
issue-1550	82	9	proper	proper	ADJ
issue-1550	82	10	understanding	understanding	NOUN
issue-1550	82	11	of	of	ADP
issue-1550	82	12	the	the	DET
issue-1550	82	13	problem	problem	NOUN
issue-1550	82	14	and	and	CCONJ
issue-1550	82	15	the	the	DET
issue-1550	82	16	figure	figure	NOUN
issue-1550	82	17	1	1	NUM
issue-1550	82	18	.	.	PUNCT
issue-1550	82	19	global	global	ADJ
issue-1550	82	20	digital	digital	ADJ
issue-1550	82	21	population	population	NOUN
issue-1550	82	22	source	source	NOUN
issue-1550	82	23	:	:	PUNCT
issue-1550	82	24	statista	statista	NOUN
issue-1550	82	25	(	(	PUNCT
issue-1550	82	26	2021	2021	NUM
issue-1550	82	27	)	)	PUNCT
issue-1550	82	28	baltic	baltic	ADJ
issue-1550	82	29	journal	journal	NOUN
issue-1550	82	30	of	of	ADP
issue-1550	82	31	economic	economic	ADJ
issue-1550	82	32	studies	study	NOUN
issue-1550	82	33	4	4	NUM
issue-1550	82	34	vol	vol	NOUN
issue-1550	82	35	.	.	PROPN
issue-1550	82	36	7	7	NUM
issue-1550	83	1	no	no	NOUN
issue-1550	83	2	.	.	NOUN
issue-1550	83	3	5	5	NUM
issue-1550	83	4	,	,	PUNCT
issue-1550	83	5	2021	2021	NUM
issue-1550	83	6	experience	experience	NOUN
issue-1550	83	7	of	of	ADP
issue-1550	83	8	the	the	DET
issue-1550	83	9	customer	customer	NOUN
issue-1550	83	10	.	.	PUNCT
issue-1550	84	1	an	an	DET
issue-1550	84	2	apology	apology	NOUN
issue-1550	84	3	on	on	ADP
issue-1550	84	4	its	its	PRON
issue-1550	84	5	own	own	ADJ
issue-1550	84	6	may	may	AUX
issue-1550	84	7	not	not	PART
issue-1550	84	8	be	be	AUX
issue-1550	84	9	enough	enough	ADJ
issue-1550	84	10	.	.	PUNCT
issue-1550	85	1	customers	customer	NOUN
issue-1550	85	2	want	want	VERB
issue-1550	85	3	to	to	PART
issue-1550	85	4	be	be	AUX
issue-1550	85	5	heard	hear	VERB
issue-1550	85	6	and	and	CCONJ
issue-1550	85	7	feel	feel	VERB
issue-1550	85	8	that	that	SCONJ
issue-1550	85	9	their	their	PRON
issue-1550	85	10	stress	stress	NOUN
issue-1550	85	11	and	and	CCONJ
issue-1550	85	12	inconvenience	inconvenience	NOUN
issue-1550	85	13	is	be	AUX
issue-1550	85	14	acknowledged	acknowledge	VERB
issue-1550	85	15	and	and	CCONJ
issue-1550	85	16	understood	understand	VERB
issue-1550	85	17	;	;	PUNCT
issue-1550	85	18	that	that	SCONJ
issue-1550	85	19	the	the	DET
issue-1550	85	20	service	service	NOUN
issue-1550	85	21	provider	provider	NOUN
issue-1550	85	22	genuinely	genuinely	ADV
issue-1550	85	23	cares	care	VERB
issue-1550	85	24	about	about	ADP
issue-1550	85	25	them	they	PRON
issue-1550	85	26	;	;	PUNCT
issue-1550	85	27	and	and	CCONJ
issue-1550	85	28	that	that	SCONJ
issue-1550	85	29	efforts	effort	NOUN
issue-1550	85	30	are	be	AUX
issue-1550	85	31	being	be	AUX
issue-1550	85	32	made	make	VERB
issue-1550	85	33	to	to	PART
issue-1550	85	34	correct	correct	VERB
issue-1550	85	35	the	the	DET
issue-1550	85	36	problem	problem	NOUN
issue-1550	85	37	(	(	PUNCT
issue-1550	85	38	michel	michel	PROPN
issue-1550	85	39	&	&	CCONJ
issue-1550	85	40	coughlan	coughlan	PROPN
issue-1550	85	41	,	,	PUNCT
issue-1550	85	42	2009	2009	NUM
issue-1550	85	43	)	)	PUNCT
issue-1550	85	44	.	.	PUNCT
issue-1550	86	1	an	an	DET
issue-1550	86	2	apology	apology	NOUN
issue-1550	86	3	is	be	AUX
issue-1550	86	4	a	a	DET
issue-1550	86	5	service	service	NOUN
issue-1550	86	6	recovery	recovery	NOUN
issue-1550	86	7	method	method	NOUN
issue-1550	86	8	that	that	PRON
issue-1550	86	9	does	do	AUX
issue-1550	86	10	not	not	PART
issue-1550	86	11	directly	directly	ADV
issue-1550	86	12	fix	fix	VERB
issue-1550	86	13	the	the	DET
issue-1550	86	14	service	service	NOUN
issue-1550	86	15	failure	failure	NOUN
issue-1550	86	16	,	,	PUNCT
issue-1550	86	17	but	but	CCONJ
issue-1550	86	18	rather	rather	ADV
issue-1550	86	19	implies	imply	VERB
issue-1550	86	20	that	that	SCONJ
issue-1550	86	21	the	the	DET
issue-1550	86	22	service	service	NOUN
issue-1550	86	23	provider	provider	NOUN
issue-1550	86	24	acknowledges	acknowledge	VERB
issue-1550	86	25	the	the	DET
issue-1550	86	26	customer	customer	NOUN
issue-1550	86	27	's	's	PART
issue-1550	86	28	problem	problem	NOUN
issue-1550	86	29	and	and	CCONJ
issue-1550	86	30	acknowledges	acknowledge	VERB
issue-1550	86	31	that	that	SCONJ
issue-1550	86	32	a	a	DET
issue-1550	86	33	mistake	mistake	NOUN
issue-1550	86	34	was	be	AUX
issue-1550	86	35	made	make	VERB
issue-1550	86	36	(	(	PUNCT
issue-1550	86	37	iglesias	iglesias	PROPN
issue-1550	86	38	,	,	PUNCT
issue-1550	86	39	varela	varela	PROPN
issue-1550	86	40	-	-	PUNCT
issue-1550	86	41	neira	neira	PROPN
issue-1550	86	42	&	&	CCONJ
issue-1550	86	43	vazquez	vazquez	PROPN
issue-1550	86	44	-	-	PUNCT
issue-1550	86	45	casielles	casielle	NOUN
issue-1550	86	46	,	,	PUNCT
issue-1550	86	47	2015	2015	NUM
issue-1550	86	48	)	)	PUNCT
issue-1550	86	49	.	.	PUNCT
issue-1550	87	1	while	while	SCONJ
issue-1550	87	2	some	some	DET
issue-1550	87	3	researchers	researcher	NOUN
issue-1550	87	4	have	have	AUX
issue-1550	87	5	emphasized	emphasize	VERB
issue-1550	87	6	the	the	DET
issue-1550	87	7	need	need	NOUN
issue-1550	87	8	for	for	ADP
issue-1550	87	9	apologizing	apologizing	PROPN
issue-1550	87	10	,	,	PUNCT
issue-1550	87	11	mostafa	mostafa	PROPN
issue-1550	87	12	,	,	PUNCT
issue-1550	87	13	lages	lage	NOUN
issue-1550	87	14	and	and	CCONJ
issue-1550	87	15	shabbir	shabbir	PROPN
issue-1550	87	16	(	(	PUNCT
issue-1550	87	17	2015	2015	NUM
issue-1550	87	18	)	)	PUNCT
issue-1550	87	19	doubt	doubt	VERB
issue-1550	87	20	the	the	DET
issue-1550	87	21	effectiveness	effectiveness	NOUN
issue-1550	87	22	of	of	ADP
issue-1550	87	23	apologizing	apologize	VERB
issue-1550	87	24	in	in	ADP
issue-1550	87	25	increasing	increase	VERB
issue-1550	87	26	perceived	perceive	VERB
issue-1550	87	27	justice	justice	NOUN
issue-1550	87	28	.	.	PUNCT
issue-1550	88	1	they	they	PRON
issue-1550	88	2	believe	believe	VERB
issue-1550	88	3	that	that	SCONJ
issue-1550	88	4	apologizing	apologize	VERB
issue-1550	88	5	to	to	ADP
issue-1550	88	6	customers	customer	NOUN
issue-1550	88	7	can	can	AUX
issue-1550	88	8	be	be	AUX
issue-1550	88	9	interpreted	interpret	VERB
issue-1550	88	10	as	as	ADP
issue-1550	88	11	an	an	DET
issue-1550	88	12	admission	admission	NOUN
issue-1550	88	13	of	of	ADP
issue-1550	88	14	responsibility	responsibility	NOUN
issue-1550	88	15	in	in	ADP
issue-1550	88	16	some	some	DET
issue-1550	88	17	situations	situation	NOUN
issue-1550	88	18	,	,	PUNCT
issue-1550	88	19	thereby	thereby	ADV
issue-1550	88	20	exacerbating	exacerbate	VERB
issue-1550	88	21	the	the	DET
issue-1550	88	22	perception	perception	NOUN
issue-1550	88	23	of	of	ADP
issue-1550	88	24	interactional	interactional	ADJ
issue-1550	88	25	injustice	injustice	NOUN
issue-1550	88	26	.	.	PUNCT
issue-1550	89	1	as	as	ADP
issue-1550	89	2	a	a	DET
issue-1550	89	3	result	result	NOUN
issue-1550	89	4	,	,	PUNCT
issue-1550	89	5	a	a	DET
issue-1550	89	6	discussion	discussion	NOUN
issue-1550	89	7	of	of	ADP
issue-1550	89	8	the	the	DET
issue-1550	89	9	various	various	ADJ
issue-1550	89	10	sorts	sort	NOUN
issue-1550	89	11	and	and	CCONJ
issue-1550	89	12	dimensions	dimension	NOUN
issue-1550	89	13	of	of	ADP
issue-1550	89	14	apology	apology	NOUN
issue-1550	89	15	should	should	AUX
issue-1550	89	16	be	be	AUX
issue-1550	89	17	offered	offer	VERB
issue-1550	89	18	to	to	PART
issue-1550	89	19	facilitate	facilitate	VERB
issue-1550	89	20	comprehension	comprehension	NOUN
issue-1550	89	21	.	.	PUNCT
issue-1550	90	1	managers	manager	NOUN
issue-1550	90	2	should	should	AUX
issue-1550	90	3	develop	develop	VERB
issue-1550	90	4	successful	successful	ADJ
issue-1550	90	5	apology	apology	NOUN
issue-1550	90	6	strategies	strategy	NOUN
issue-1550	90	7	,	,	PUNCT
issue-1550	90	8	such	such	ADJ
issue-1550	90	9	as	as	ADP
issue-1550	90	10	the	the	DET
issue-1550	90	11	channels	channel	NOUN
issue-1550	90	12	used	use	VERB
issue-1550	90	13	to	to	PART
issue-1550	90	14	deliver	deliver	VERB
issue-1550	90	15	apology	apology	NOUN
issue-1550	90	16	messages	message	NOUN
issue-1550	90	17	and	and	CCONJ
issue-1550	90	18	acceptable	acceptable	ADJ
issue-1550	90	19	methods	method	NOUN
issue-1550	90	20	for	for	ADP
issue-1550	90	21	apologizing	apologize	VERB
issue-1550	90	22	to	to	ADP
issue-1550	90	23	disappointed	disappointed	ADJ
issue-1550	90	24	consumers	consumer	NOUN
issue-1550	90	25	.	.	PUNCT
issue-1550	91	1	by	by	ADP
issue-1550	91	2	refusing	refuse	VERB
issue-1550	91	3	to	to	PART
issue-1550	91	4	compensate	compensate	VERB
issue-1550	91	5	consumers	consumer	NOUN
issue-1550	91	6	monetarily	monetarily	ADV
issue-1550	91	7	,	,	PUNCT
issue-1550	91	8	they	they	PRON
issue-1550	91	9	can	can	AUX
issue-1550	91	10	save	save	VERB
issue-1550	91	11	the	the	DET
issue-1550	91	12	company	company	NOUN
issue-1550	91	13	money	money	NOUN
issue-1550	91	14	(	(	PUNCT
issue-1550	91	15	jung	jung	PROPN
issue-1550	91	16	&	&	CCONJ
issue-1550	91	17	seock	seock	PROPN
issue-1550	91	18	,	,	PUNCT
issue-1550	91	19	2017	2017	NUM
issue-1550	91	20	)	)	PUNCT
issue-1550	91	21	.	.	PUNCT
issue-1550	92	1	manica	manica	PROPN
issue-1550	92	2	,	,	PUNCT
issue-1550	92	3	papagiannidis	papagiannidi	NOUN
issue-1550	92	4	,	,	PUNCT
issue-1550	92	5	and	and	CCONJ
issue-1550	92	6	bourlakis	bourlakis	PROPN
issue-1550	92	7	(	(	PUNCT
issue-1550	92	8	2017	2017	NUM
issue-1550	92	9	)	)	PUNCT
issue-1550	92	10	reflect	reflect	VERB
issue-1550	92	11	on	on	ADP
issue-1550	92	12	what	what	PRON
issue-1550	92	13	is	be	AUX
issue-1550	92	14	known	know	VERB
issue-1550	92	15	as	as	ADP
issue-1550	92	16	social	social	ADJ
issue-1550	92	17	media	medium	NOUN
issue-1550	92	18	apology	apology	NOUN
issue-1550	92	19	.	.	PUNCT
issue-1550	93	1	however	however	ADV
issue-1550	93	2	,	,	PUNCT
issue-1550	93	3	there	there	PRON
issue-1550	93	4	are	be	VERB
issue-1550	93	5	mixed	mixed	ADJ
issue-1550	93	6	views	view	NOUN
issue-1550	93	7	on	on	ADP
issue-1550	93	8	the	the	DET
issue-1550	93	9	use	use	NOUN
issue-1550	93	10	of	of	ADP
issue-1550	93	11	social	social	ADJ
issue-1550	93	12	media	medium	NOUN
issue-1550	93	13	apology	apology	NOUN
issue-1550	93	14	in	in	ADP
issue-1550	93	15	connection	connection	NOUN
issue-1550	93	16	with	with	ADP
issue-1550	93	17	a	a	DET
issue-1550	93	18	service	service	NOUN
issue-1550	93	19	provider	provider	NOUN
issue-1550	93	20	's	's	PART
issue-1550	93	21	rejection	rejection	NOUN
issue-1550	93	22	.	.	PUNCT
issue-1550	94	1	while	while	SCONJ
issue-1550	94	2	the	the	DET
issue-1550	94	3	importance	importance	NOUN
issue-1550	94	4	of	of	ADP
issue-1550	94	5	using	use	VERB
issue-1550	94	6	technology	technology	NOUN
issue-1550	94	7	in	in	ADP
issue-1550	94	8	the	the	DET
issue-1550	94	9	digital	digital	ADJ
issue-1550	94	10	age	age	NOUN
issue-1550	94	11	to	to	PART
issue-1550	94	12	interact	interact	VERB
issue-1550	94	13	with	with	ADP
issue-1550	94	14	customers	customer	NOUN
issue-1550	94	15	is	be	AUX
issue-1550	94	16	well	well	ADV
issue-1550	94	17	known	know	VERB
issue-1550	94	18	,	,	PUNCT
issue-1550	94	19	such	such	ADJ
issue-1550	94	20	use	use	NOUN
issue-1550	94	21	should	should	AUX
issue-1550	94	22	be	be	AUX
issue-1550	94	23	approached	approach	VERB
issue-1550	94	24	with	with	ADP
issue-1550	94	25	a	a	DET
issue-1550	94	26	degree	degree	NOUN
issue-1550	94	27	of	of	ADP
issue-1550	94	28	caution	caution	NOUN
issue-1550	94	29	.	.	PUNCT
issue-1550	95	1	the	the	DET
issue-1550	95	2	use	use	NOUN
issue-1550	95	3	of	of	ADP
issue-1550	95	4	social	social	ADJ
issue-1550	95	5	media	medium	NOUN
issue-1550	95	6	apology	apology	NOUN
issue-1550	95	7	,	,	PUNCT
issue-1550	95	8	such	such	ADJ
issue-1550	95	9	as	as	ADP
issue-1550	95	10	on	on	ADP
issue-1550	95	11	twitter	twitter	NOUN
issue-1550	95	12	and	and	CCONJ
issue-1550	95	13	facebook	facebook	NOUN
issue-1550	95	14	platforms	platform	NOUN
issue-1550	95	15	,	,	PUNCT
issue-1550	95	16	for	for	ADP
issue-1550	95	17	service	service	NOUN
issue-1550	95	18	failure	failure	NOUN
issue-1550	95	19	cases	case	NOUN
issue-1550	95	20	can	can	AUX
issue-1550	95	21	reach	reach	VERB
issue-1550	95	22	customers	customer	NOUN
issue-1550	95	23	who	who	PRON
issue-1550	95	24	were	be	AUX
issue-1550	95	25	not	not	PART
issue-1550	95	26	affected	affect	VERB
issue-1550	95	27	by	by	ADP
issue-1550	95	28	the	the	DET
issue-1550	95	29	incident	incident	NOUN
issue-1550	95	30	,	,	PUNCT
issue-1550	95	31	which	which	PRON
issue-1550	95	32	can	can	AUX
issue-1550	95	33	have	have	VERB
issue-1550	95	34	a	a	DET
issue-1550	95	35	negative	negative	ADJ
issue-1550	95	36	impact	impact	NOUN
issue-1550	95	37	on	on	ADP
issue-1550	95	38	the	the	DET
issue-1550	95	39	organization	organization	NOUN
issue-1550	95	40	's	's	PART
issue-1550	95	41	image	image	NOUN
issue-1550	95	42	.	.	PUNCT
issue-1550	96	1	4.2	4.2	NUM
issue-1550	96	2	speed	speed	NOUN
issue-1550	96	3	the	the	DET
issue-1550	96	4	"	"	PUNCT
issue-1550	96	5	locked	lock	VERB
issue-1550	96	6	down	down	ADP
issue-1550	96	7	"	"	PUNCT
issue-1550	96	8	nature	nature	NOUN
issue-1550	96	9	of	of	ADP
issue-1550	96	10	the	the	DET
issue-1550	96	11	response	response	NOUN
issue-1550	96	12	to	to	ADP
issue-1550	96	13	the	the	DET
issue-1550	96	14	covid-19	covid-19	PROPN
issue-1550	96	15	pandemic	pandemic	NOUN
issue-1550	96	16	,	,	PUNCT
issue-1550	96	17	which	which	PRON
issue-1550	96	18	forces	force	VERB
issue-1550	96	19	most	most	ADJ
issue-1550	96	20	people	people	NOUN
issue-1550	96	21	to	to	PART
issue-1550	96	22	be	be	AUX
issue-1550	96	23	physically	physically	ADV
issue-1550	96	24	separated	separate	VERB
issue-1550	96	25	from	from	ADP
issue-1550	96	26	their	their	PRON
issue-1550	96	27	friends	friend	NOUN
issue-1550	96	28	,	,	PUNCT
issue-1550	96	29	extended	extended	ADJ
issue-1550	96	30	family	family	NOUN
issue-1550	96	31	,	,	PUNCT
issue-1550	96	32	workplaces	workplace	NOUN
issue-1550	96	33	and	and	CCONJ
issue-1550	96	34	favourite	favourite	ADJ
issue-1550	96	35	places	place	NOUN
issue-1550	96	36	,	,	PUNCT
issue-1550	96	37	is	be	AUX
issue-1550	96	38	forcing	force	VERB
issue-1550	96	39	businesses	business	NOUN
issue-1550	96	40	to	to	PART
issue-1550	96	41	adapt	adapt	VERB
issue-1550	96	42	to	to	ADP
issue-1550	96	43	a	a	DET
issue-1550	96	44	digital	digital	ADJ
issue-1550	96	45	or	or	CCONJ
issue-1550	96	46	remote	remote	ADJ
issue-1550	96	47	way	way	NOUN
issue-1550	96	48	of	of	ADP
issue-1550	96	49	doing	do	VERB
issue-1550	96	50	business	business	NOUN
issue-1550	96	51	thereby	thereby	ADV
issue-1550	96	52	dramatically	dramatically	ADV
issue-1550	96	53	altering	alter	VERB
issue-1550	96	54	people	people	NOUN
issue-1550	96	55	's	's	PART
issue-1550	96	56	daily	daily	ADJ
issue-1550	96	57	experiences	experience	NOUN
issue-1550	96	58	(	(	PUNCT
issue-1550	96	59	acker	acker	PROPN
issue-1550	96	60	,	,	PUNCT
issue-1550	96	61	2020	2020	NUM
issue-1550	96	62	)	)	PUNCT
issue-1550	96	63	.	.	PUNCT
issue-1550	97	1	however	however	ADV
issue-1550	97	2	,	,	PUNCT
issue-1550	97	3	as	as	SCONJ
issue-1550	97	4	time	time	NOUN
issue-1550	97	5	passes	pass	VERB
issue-1550	97	6	,	,	PUNCT
issue-1550	97	7	it	it	PRON
issue-1550	97	8	becomes	become	VERB
issue-1550	97	9	apparent	apparent	ADJ
issue-1550	97	10	that	that	SCONJ
issue-1550	97	11	some	some	PRON
issue-1550	97	12	of	of	ADP
issue-1550	97	13	these	these	DET
issue-1550	97	14	modifications	modification	NOUN
issue-1550	97	15	will	will	AUX
issue-1550	97	16	remain	remain	VERB
issue-1550	97	17	long	long	ADV
issue-1550	97	18	after	after	SCONJ
issue-1550	97	19	covid-19	covid-19	PROPN
issue-1550	97	20	ends	end	VERB
issue-1550	97	21	,	,	PUNCT
issue-1550	97	22	as	as	SCONJ
issue-1550	97	23	customers	customer	NOUN
issue-1550	97	24	have	have	AUX
issue-1550	97	25	changed	change	VERB
issue-1550	97	26	.	.	PUNCT
issue-1550	98	1	most	most	ADJ
issue-1550	98	2	consumers	consumer	NOUN
issue-1550	98	3	have	have	VERB
issue-1550	98	4	higher	high	ADJ
issue-1550	98	5	customer	customer	NOUN
issue-1550	98	6	service	service	NOUN
issue-1550	98	7	expectations	expectation	NOUN
issue-1550	98	8	now	now	ADV
issue-1550	98	9	than	than	ADP
issue-1550	98	10	before	before	ADP
issue-1550	98	11	the	the	DET
issue-1550	98	12	epidemic	epidemic	NOUN
issue-1550	98	13	,	,	PUNCT
issue-1550	98	14	and	and	CCONJ
issue-1550	98	15	they	they	PRON
issue-1550	98	16	want	want	VERB
issue-1550	98	17	quick	quick	ADJ
issue-1550	98	18	and	and	CCONJ
issue-1550	98	19	easy	easy	ADJ
issue-1550	98	20	interaction	interaction	NOUN
issue-1550	98	21	with	with	ADP
issue-1550	98	22	companies	company	NOUN
issue-1550	98	23	and	and	CCONJ
issue-1550	98	24	stores	store	NOUN
issue-1550	98	25	(	(	PUNCT
issue-1550	98	26	ludwig	ludwig	PROPN
issue-1550	98	27	,	,	PUNCT
issue-1550	98	28	2021	2021	NUM
issue-1550	98	29	)	)	PUNCT
issue-1550	98	30	.	.	PUNCT
issue-1550	99	1	van	van	PROPN
issue-1550	99	2	der	der	PROPN
issue-1550	99	3	heijden	heijden	PROPN
issue-1550	99	4	et	et	PROPN
issue-1550	99	5	al	al	PROPN
issue-1550	99	6	.	.	PROPN
issue-1550	100	1	(	(	PUNCT
issue-1550	100	2	2013	2013	NUM
issue-1550	100	3	)	)	PUNCT
issue-1550	100	4	warned	warn	VERB
issue-1550	100	5	service	service	NOUN
issue-1550	100	6	providers	provider	NOUN
issue-1550	100	7	to	to	PART
issue-1550	100	8	be	be	AUX
issue-1550	100	9	wary	wary	ADJ
issue-1550	100	10	of	of	ADP
issue-1550	100	11	the	the	DET
issue-1550	100	12	time	time	NOUN
issue-1550	100	13	and	and	CCONJ
issue-1550	100	14	effort	effort	NOUN
issue-1550	100	15	spent	spend	VERB
issue-1550	100	16	interacting	interact	VERB
issue-1550	100	17	with	with	ADP
issue-1550	100	18	customers	customer	NOUN
issue-1550	100	19	to	to	PART
issue-1550	100	20	obtain	obtain	VERB
issue-1550	100	21	information	information	NOUN
issue-1550	100	22	about	about	ADP
issue-1550	100	23	a	a	DET
issue-1550	100	24	service	service	NOUN
issue-1550	100	25	failure	failure	NOUN
issue-1550	100	26	event	event	NOUN
issue-1550	100	27	,	,	PUNCT
issue-1550	100	28	as	as	SCONJ
issue-1550	100	29	the	the	DET
issue-1550	100	30	time	time	NOUN
issue-1550	100	31	lost	lose	VERB
issue-1550	100	32	can	can	AUX
issue-1550	100	33	not	not	PART
issue-1550	100	34	be	be	AUX
issue-1550	100	35	used	use	VERB
issue-1550	100	36	to	to	PART
issue-1550	100	37	restore	restore	VERB
issue-1550	100	38	service	service	NOUN
issue-1550	100	39	failure	failure	NOUN
issue-1550	100	40	,	,	PUNCT
issue-1550	100	41	which	which	PRON
issue-1550	100	42	can	can	AUX
issue-1550	100	43	have	have	VERB
issue-1550	100	44	a	a	DET
issue-1550	100	45	negative	negative	ADJ
issue-1550	100	46	impact	impact	NOUN
issue-1550	100	47	on	on	ADP
issue-1550	100	48	the	the	DET
issue-1550	100	49	speed	speed	NOUN
issue-1550	100	50	of	of	ADP
issue-1550	100	51	service	service	NOUN
issue-1550	100	52	restoration	restoration	NOUN
issue-1550	100	53	.	.	PUNCT
issue-1550	101	1	the	the	DET
issue-1550	101	2	period	period	NOUN
issue-1550	101	3	or	or	CCONJ
issue-1550	101	4	time	time	NOUN
issue-1550	101	5	taken	take	VERB
issue-1550	101	6	to	to	PART
issue-1550	101	7	respond	respond	VERB
issue-1550	101	8	to	to	ADP
issue-1550	101	9	customer	customer	NOUN
issue-1550	101	10	complaints	complaint	NOUN
issue-1550	101	11	should	should	AUX
issue-1550	101	12	not	not	PART
issue-1550	101	13	be	be	AUX
issue-1550	101	14	too	too	ADV
issue-1550	101	15	long	long	ADJ
issue-1550	101	16	because	because	SCONJ
issue-1550	101	17	the	the	DET
issue-1550	101	18	customer	customer	NOUN
issue-1550	101	19	will	will	AUX
issue-1550	101	20	not	not	PART
issue-1550	101	21	find	find	VERB
issue-1550	101	22	the	the	DET
issue-1550	101	23	recovery	recovery	NOUN
issue-1550	101	24	effort	effort	NOUN
issue-1550	101	25	or	or	CCONJ
issue-1550	101	26	solution	solution	NOUN
issue-1550	101	27	satisfactory	satisfactory	ADJ
issue-1550	101	28	.	.	PUNCT
issue-1550	102	1	this	this	PRON
issue-1550	102	2	is	be	AUX
issue-1550	102	3	regardless	regardless	ADV
issue-1550	102	4	of	of	ADP
issue-1550	102	5	whether	whether	SCONJ
issue-1550	102	6	the	the	DET
issue-1550	102	7	service	service	NOUN
issue-1550	102	8	provider	provider	NOUN
issue-1550	102	9	response	response	NOUN
issue-1550	102	10	was	be	AUX
issue-1550	102	11	empathetic	empathetic	ADJ
issue-1550	102	12	and	and	CCONJ
issue-1550	102	13	caring	caring	ADJ
issue-1550	102	14	,	,	PUNCT
issue-1550	102	15	or	or	CCONJ
issue-1550	102	16	not	not	PART
issue-1550	102	17	(	(	PUNCT
issue-1550	102	18	xu	xu	INTJ
issue-1550	102	19	,	,	PUNCT
issue-1550	102	20	tronvoll	tronvoll	PROPN
issue-1550	102	21	&	&	CCONJ
issue-1550	102	22	edvardsson	edvardsson	PROPN
issue-1550	102	23	,	,	PUNCT
issue-1550	102	24	2014	2014	NUM
issue-1550	102	25	)	)	PUNCT
issue-1550	102	26	.	.	PUNCT
issue-1550	103	1	customers	customer	NOUN
issue-1550	103	2	want	want	VERB
issue-1550	103	3	to	to	PART
issue-1550	103	4	experience	experience	VERB
issue-1550	103	5	service	service	NOUN
issue-1550	103	6	recovery	recovery	NOUN
issue-1550	103	7	immediately	immediately	ADV
issue-1550	103	8	after	after	SCONJ
issue-1550	103	9	a	a	DET
issue-1550	103	10	service	service	NOUN
issue-1550	103	11	failure	failure	NOUN
issue-1550	103	12	has	have	AUX
issue-1550	103	13	occurred	occur	VERB
issue-1550	103	14	,	,	PUNCT
issue-1550	103	15	and	and	CCONJ
issue-1550	103	16	the	the	DET
issue-1550	103	17	burden	burden	NOUN
issue-1550	103	18	is	be	AUX
issue-1550	103	19	on	on	ADP
issue-1550	103	20	them	they	PRON
issue-1550	103	21	to	to	PART
issue-1550	103	22	make	make	VERB
issue-1550	103	23	decisions	decision	NOUN
issue-1550	103	24	about	about	ADP
issue-1550	103	25	future	future	ADJ
issue-1550	103	26	consumption	consumption	NOUN
issue-1550	103	27	.	.	PUNCT
issue-1550	104	1	therefore	therefore	ADV
issue-1550	104	2	,	,	PUNCT
issue-1550	104	3	managers	manager	NOUN
issue-1550	104	4	are	be	AUX
issue-1550	104	5	encouraged	encourage	VERB
issue-1550	104	6	to	to	PART
issue-1550	104	7	focus	focus	VERB
issue-1550	104	8	on	on	ADP
issue-1550	104	9	immediate	immediate	ADJ
issue-1550	104	10	recovery	recovery	NOUN
issue-1550	104	11	solutions	solution	NOUN
issue-1550	104	12	because	because	SCONJ
issue-1550	104	13	recovery	recovery	NOUN
issue-1550	104	14	solutions	solution	NOUN
issue-1550	104	15	that	that	PRON
issue-1550	104	16	offer	offer	VERB
issue-1550	104	17	future	future	ADJ
issue-1550	104	18	solutions	solution	NOUN
issue-1550	104	19	are	be	AUX
issue-1550	104	20	less	less	ADV
issue-1550	104	21	effective	effective	ADJ
issue-1550	104	22	and	and	CCONJ
issue-1550	104	23	desirable	desirable	ADJ
issue-1550	104	24	(	(	PUNCT
issue-1550	104	25	silber	silber	PROPN
issue-1550	104	26	,	,	PUNCT
issue-1550	104	27	israel	israel	PROPN
issue-1550	104	28	,	,	PUNCT
issue-1550	104	29	bustin	bustin	PROPN
issue-1550	104	30	&	&	CCONJ
issue-1550	104	31	zvi	zvi	PROPN
issue-1550	104	32	,	,	PUNCT
issue-1550	104	33	2009	2009	NUM
issue-1550	104	34	)	)	PUNCT
issue-1550	104	35	.	.	PUNCT
issue-1550	105	1	in	in	ADP
issue-1550	105	2	contrast	contrast	NOUN
issue-1550	105	3	,	,	PUNCT
issue-1550	105	4	zhou	zhou	PROPN
issue-1550	105	5	,	,	PUNCT
issue-1550	105	6	tsang	tsang	PROPN
issue-1550	105	7	,	,	PUNCT
issue-1550	105	8	huang	huang	PROPN
issue-1550	105	9	,	,	PUNCT
issue-1550	105	10	and	and	CCONJ
issue-1550	105	11	zhou	zhou	PROPN
issue-1550	105	12	(	(	PUNCT
issue-1550	105	13	2014	2014	NUM
issue-1550	105	14	)	)	PUNCT
issue-1550	105	15	from	from	ADP
issue-1550	105	16	another	another	DET
issue-1550	105	17	school	school	NOUN
issue-1550	105	18	of	of	ADP
issue-1550	105	19	thought	thought	NOUN
issue-1550	105	20	believe	believe	VERB
issue-1550	105	21	that	that	SCONJ
issue-1550	105	22	service	service	NOUN
issue-1550	105	23	providers	provider	NOUN
issue-1550	105	24	should	should	AUX
issue-1550	105	25	consider	consider	VERB
issue-1550	105	26	delaying	delay	VERB
issue-1550	105	27	the	the	DET
issue-1550	105	28	provision	provision	NOUN
issue-1550	105	29	of	of	ADP
issue-1550	105	30	a	a	DET
issue-1550	105	31	solution	solution	NOUN
issue-1550	105	32	in	in	ADP
issue-1550	105	33	the	the	DET
issue-1550	105	34	event	event	NOUN
issue-1550	105	35	of	of	ADP
issue-1550	105	36	a	a	DET
issue-1550	105	37	service	service	NOUN
issue-1550	105	38	failure	failure	NOUN
issue-1550	105	39	because	because	SCONJ
issue-1550	105	40	the	the	DET
issue-1550	105	41	elapsed	elapse	VERB
issue-1550	105	42	time	time	NOUN
issue-1550	105	43	can	can	AUX
issue-1550	105	44	calm	calm	VERB
issue-1550	105	45	the	the	DET
issue-1550	105	46	negative	negative	ADJ
issue-1550	105	47	emotions	emotion	NOUN
issue-1550	105	48	caused	cause	VERB
issue-1550	105	49	by	by	ADP
issue-1550	105	50	the	the	DET
issue-1550	105	51	service	service	NOUN
issue-1550	105	52	failure	failure	NOUN
issue-1550	105	53	,	,	PUNCT
issue-1550	105	54	thereby	thereby	ADV
issue-1550	105	55	allowing	allow	VERB
issue-1550	105	56	customers	customer	NOUN
issue-1550	105	57	to	to	PART
issue-1550	105	58	respond	respond	VERB
issue-1550	105	59	rationally	rationally	ADV
issue-1550	105	60	to	to	ADP
issue-1550	105	61	the	the	DET
issue-1550	105	62	service	service	NOUN
issue-1550	105	63	provider	provider	NOUN
issue-1550	105	64	's	's	PART
issue-1550	105	65	recovery	recovery	NOUN
issue-1550	105	66	efforts	effort	NOUN
issue-1550	105	67	.	.	PUNCT
issue-1550	106	1	conventional	conventional	ADJ
issue-1550	106	2	wisdom	wisdom	NOUN
issue-1550	106	3	,	,	PUNCT
issue-1550	106	4	however	however	ADV
issue-1550	106	5	,	,	PUNCT
issue-1550	106	6	suggests	suggest	VERB
issue-1550	106	7	that	that	SCONJ
issue-1550	106	8	restoration	restoration	NOUN
issue-1550	106	9	of	of	ADP
issue-1550	106	10	services	service	NOUN
issue-1550	106	11	must	must	AUX
issue-1550	106	12	be	be	AUX
issue-1550	106	13	provided	provide	VERB
issue-1550	106	14	immediately	immediately	ADV
issue-1550	106	15	to	to	PART
issue-1550	106	16	deal	deal	VERB
issue-1550	106	17	with	with	ADP
issue-1550	106	18	service	service	NOUN
issue-1550	106	19	failures	failure	NOUN
issue-1550	106	20	and	and	CCONJ
issue-1550	106	21	customer	customer	NOUN
issue-1550	106	22	complaints	complaint	NOUN
issue-1550	106	23	.	.	PUNCT
issue-1550	107	1	the	the	DET
issue-1550	107	2	authors	author	NOUN
issue-1550	107	3	suggest	suggest	VERB
issue-1550	107	4	that	that	SCONJ
issue-1550	107	5	,	,	PUNCT
issue-1550	107	6	under	under	ADP
issue-1550	107	7	certain	certain	ADJ
issue-1550	107	8	conditions	condition	NOUN
issue-1550	107	9	,	,	PUNCT
issue-1550	107	10	delayed	delay	VERB
issue-1550	107	11	response	response	NOUN
issue-1550	107	12	has	have	VERB
issue-1550	107	13	a	a	DET
issue-1550	107	14	favorable	favorable	ADJ
issue-1550	107	15	effect	effect	NOUN
issue-1550	107	16	.	.	PUNCT
issue-1550	108	1	some	some	DET
issue-1550	108	2	services	service	NOUN
issue-1550	108	3	,	,	PUNCT
issue-1550	108	4	such	such	ADJ
issue-1550	108	5	as	as	ADP
issue-1550	108	6	hairdressing	hairdressing	NOUN
issue-1550	108	7	,	,	PUNCT
issue-1550	108	8	are	be	AUX
issue-1550	108	9	inseparable	inseparable	ADJ
issue-1550	108	10	,	,	PUNCT
issue-1550	108	11	while	while	SCONJ
issue-1550	108	12	some	some	PRON
issue-1550	108	13	are	be	AUX
issue-1550	108	14	separable	separable	ADJ
issue-1550	108	15	,	,	PUNCT
issue-1550	108	16	such	such	ADJ
issue-1550	108	17	as	as	ADP
issue-1550	108	18	freight	freight	NOUN
issue-1550	108	19	transportation	transportation	NOUN
issue-1550	108	20	.	.	PUNCT
issue-1550	109	1	an	an	DET
issue-1550	109	2	immediate	immediate	ADJ
issue-1550	109	3	response	response	NOUN
issue-1550	109	4	is	be	AUX
issue-1550	109	5	ideal	ideal	ADJ
issue-1550	109	6	for	for	ADP
issue-1550	109	7	non	non	ADJ
issue-1550	109	8	-	-	ADJ
issue-1550	109	9	separated	separated	ADJ
issue-1550	109	10	service	service	NOUN
issue-1550	109	11	failures	failure	NOUN
issue-1550	109	12	because	because	SCONJ
issue-1550	109	13	customers	customer	NOUN
issue-1550	109	14	are	be	AUX
issue-1550	109	15	very	very	ADV
issue-1550	109	16	impatient	impatient	ADJ
issue-1550	109	17	with	with	ADP
issue-1550	109	18	waiting	waiting	NOUN
issue-1550	109	19	and	and	CCONJ
issue-1550	109	20	such	such	ADJ
issue-1550	109	21	cases	case	NOUN
issue-1550	109	22	magnify	magnify	VERB
issue-1550	109	23	a	a	DET
issue-1550	109	24	customer	customer	NOUN
issue-1550	109	25	’s	’s	PART
issue-1550	109	26	negative	negative	ADJ
issue-1550	109	27	emotions	emotion	NOUN
issue-1550	109	28	.	.	PUNCT
issue-1550	110	1	4.3	4.3	NUM
issue-1550	110	2	compensation	compensation	NOUN
issue-1550	110	3	compensation	compensation	NOUN
issue-1550	110	4	is	be	AUX
issue-1550	110	5	an	an	DET
issue-1550	110	6	effective	effective	ADJ
issue-1550	110	7	service	service	NOUN
issue-1550	110	8	recovery	recovery	NOUN
issue-1550	110	9	strategy	strategy	NOUN
issue-1550	110	10	.	.	PUNCT
issue-1550	111	1	however	however	ADV
issue-1550	111	2	,	,	PUNCT
issue-1550	111	3	it	it	PRON
issue-1550	111	4	is	be	AUX
issue-1550	111	5	more	more	ADV
issue-1550	111	6	effective	effective	ADJ
issue-1550	111	7	if	if	SCONJ
issue-1550	111	8	customers	customer	NOUN
issue-1550	111	9	perceive	perceive	VERB
issue-1550	111	10	it	it	PRON
issue-1550	111	11	as	as	ADP
issue-1550	111	12	a	a	DET
issue-1550	111	13	benevolent	benevolent	ADJ
issue-1550	111	14	offer	offer	NOUN
issue-1550	111	15	.	.	PUNCT
issue-1550	112	1	thus	thus	ADV
issue-1550	112	2	,	,	PUNCT
issue-1550	112	3	service	service	NOUN
issue-1550	112	4	managers	manager	NOUN
issue-1550	112	5	should	should	AUX
issue-1550	112	6	advise	advise	VERB
issue-1550	112	7	employees	employee	NOUN
issue-1550	112	8	to	to	PART
issue-1550	112	9	provide	provide	VERB
issue-1550	112	10	compensation	compensation	NOUN
issue-1550	112	11	in	in	ADP
issue-1550	112	12	a	a	DET
issue-1550	112	13	way	way	NOUN
issue-1550	112	14	that	that	PRON
issue-1550	112	15	shows	show	VERB
issue-1550	112	16	sincere	sincere	ADJ
issue-1550	112	17	regret	regret	NOUN
issue-1550	112	18	for	for	ADP
issue-1550	112	19	the	the	DET
issue-1550	112	20	service	service	NOUN
issue-1550	112	21	failure	failure	NOUN
issue-1550	112	22	(	(	PUNCT
issue-1550	112	23	lastner	lastner	NOUN
issue-1550	112	24	,	,	PUNCT
issue-1550	112	25	folse	folse	PROPN
issue-1550	112	26	,	,	PUNCT
issue-1550	112	27	mnagus	mnagus	PROPN
issue-1550	112	28	&	&	CCONJ
issue-1550	112	29	fennell	fennell	PROPN
issue-1550	112	30	,	,	PUNCT
issue-1550	112	31	2016	2016	NUM
issue-1550	112	32	)	)	PUNCT
issue-1550	112	33	.	.	PUNCT
issue-1550	113	1	compensation	compensation	NOUN
issue-1550	113	2	is	be	AUX
issue-1550	113	3	considered	consider	VERB
issue-1550	113	4	a	a	DET
issue-1550	113	5	very	very	ADV
issue-1550	113	6	good	good	ADJ
issue-1550	113	7	service	service	NOUN
issue-1550	113	8	recovery	recovery	NOUN
issue-1550	113	9	strategy	strategy	NOUN
issue-1550	113	10	and	and	CCONJ
issue-1550	113	11	helps	help	VERB
issue-1550	113	12	defuse	defuse	VERB
issue-1550	113	13	customer	customer	NOUN
issue-1550	113	14	anger	anger	NOUN
issue-1550	113	15	and	and	CCONJ
issue-1550	113	16	dissatisfaction	dissatisfaction	NOUN
issue-1550	113	17	after	after	ADP
issue-1550	113	18	a	a	DET
issue-1550	113	19	service	service	NOUN
issue-1550	113	20	failure	failure	NOUN
issue-1550	113	21	.	.	PUNCT
issue-1550	114	1	service	service	NOUN
issue-1550	114	2	failure	failure	NOUN
issue-1550	114	3	that	that	PRON
issue-1550	114	4	is	be	AUX
issue-1550	114	5	caused	cause	VERB
issue-1550	114	6	by	by	ADP
issue-1550	114	7	a	a	DET
issue-1550	114	8	service	service	NOUN
issue-1550	114	9	provider	provider	NOUN
issue-1550	114	10	leads	lead	VERB
issue-1550	114	11	to	to	ADP
issue-1550	114	12	the	the	DET
issue-1550	114	13	lowest	low	ADJ
issue-1550	114	14	satisfaction	satisfaction	NOUN
issue-1550	114	15	,	,	PUNCT
issue-1550	114	16	whereas	whereas	SCONJ
issue-1550	114	17	service	service	NOUN
issue-1550	114	18	failure	failure	NOUN
issue-1550	114	19	that	that	PRON
issue-1550	114	20	is	be	AUX
issue-1550	114	21	caused	cause	VERB
issue-1550	114	22	by	by	ADP
issue-1550	114	23	the	the	DET
issue-1550	114	24	customer	customer	NOUN
issue-1550	114	25	leads	lead	VERB
issue-1550	114	26	to	to	ADP
issue-1550	114	27	the	the	DET
issue-1550	114	28	highest	high	ADJ
issue-1550	114	29	satisfaction	satisfaction	NOUN
issue-1550	114	30	with	with	ADP
issue-1550	114	31	the	the	DET
issue-1550	114	32	same	same	ADJ
issue-1550	114	33	compensation	compensation	NOUN
issue-1550	114	34	(	(	PUNCT
issue-1550	114	35	fu	fu	PROPN
issue-1550	114	36	,	,	PUNCT
issue-1550	114	37	wu	wu	PROPN
issue-1550	114	38	,	,	PUNCT
issue-1550	114	39	huang	huang	PROPN
issue-1550	114	40	,	,	PUNCT
issue-1550	114	41	song	song	NOUN
issue-1550	114	42	&	&	CCONJ
issue-1550	114	43	gong	gong	PROPN
issue-1550	114	44	,	,	PUNCT
issue-1550	114	45	2015	2015	NUM
issue-1550	114	46	)	)	PUNCT
issue-1550	114	47	.	.	PUNCT
issue-1550	115	1	service	service	NOUN
issue-1550	115	2	managers	manager	NOUN
issue-1550	115	3	must	must	AUX
issue-1550	115	4	identify	identify	VERB
issue-1550	115	5	the	the	DET
issue-1550	115	6	different	different	ADJ
issue-1550	115	7	types	type	NOUN
issue-1550	115	8	of	of	ADP
issue-1550	115	9	customers	customer	NOUN
issue-1550	115	10	they	they	PRON
issue-1550	115	11	deal	deal	VERB
issue-1550	115	12	with	with	ADP
issue-1550	115	13	and	and	CCONJ
issue-1550	115	14	choose	choose	VERB
issue-1550	115	15	the	the	DET
issue-1550	115	16	right	right	ADJ
issue-1550	115	17	type	type	NOUN
issue-1550	115	18	of	of	ADP
issue-1550	115	19	compensation	compensation	NOUN
issue-1550	115	20	when	when	SCONJ
issue-1550	115	21	a	a	DET
issue-1550	115	22	service	service	NOUN
issue-1550	115	23	failure	failure	NOUN
issue-1550	115	24	occurs	occur	VERB
issue-1550	115	25	.	.	PUNCT
issue-1550	116	1	tsai	tsai	PROPN
issue-1550	116	2	,	,	PUNCT
issue-1550	116	3	yang	yang	PROPN
issue-1550	116	4	and	and	CCONJ
issue-1550	116	5	cheng	cheng	PROPN
issue-1550	116	6	(	(	PUNCT
issue-1550	116	7	2014	2014	NUM
issue-1550	116	8	)	)	PUNCT
issue-1550	116	9	aver	aver	NOUN
issue-1550	116	10	that	that	SCONJ
issue-1550	116	11	service	service	NOUN
issue-1550	116	12	providers	provider	NOUN
issue-1550	116	13	can	can	AUX
issue-1550	116	14	go	go	VERB
issue-1550	116	15	the	the	DET
issue-1550	116	16	extra	extra	ADJ
issue-1550	116	17	mile	mile	NOUN
issue-1550	116	18	by	by	ADP
issue-1550	116	19	designing	design	VERB
issue-1550	116	20	processes	process	NOUN
issue-1550	116	21	to	to	PART
issue-1550	116	22	allow	allow	VERB
issue-1550	116	23	employees	employee	NOUN
issue-1550	116	24	to	to	PART
issue-1550	116	25	select	select	VERB
issue-1550	116	26	compensation	compensation	NOUN
issue-1550	116	27	based	base	VERB
issue-1550	116	28	on	on	ADP
issue-1550	116	29	the	the	DET
issue-1550	116	30	characteristics	characteristic	NOUN
issue-1550	116	31	of	of	ADP
issue-1550	116	32	the	the	DET
issue-1550	116	33	consumer	consumer	NOUN
issue-1550	116	34	.	.	PUNCT
issue-1550	117	1	baltic	baltic	PROPN
issue-1550	117	2	journal	journal	PROPN
issue-1550	117	3	of	of	ADP
issue-1550	117	4	economic	economic	ADJ
issue-1550	117	5	studies	study	NOUN
issue-1550	117	6	5	5	NUM
issue-1550	117	7	vol	vol	NOUN
issue-1550	117	8	.	.	PROPN
issue-1550	118	1	7	7	NUM
issue-1550	118	2	no	no	NOUN
issue-1550	118	3	.	.	NOUN
issue-1550	118	4	5	5	NUM
issue-1550	118	5	,	,	PUNCT
issue-1550	118	6	2021	2021	NUM
issue-1550	118	7	gelbrich	gelbrich	NOUN
issue-1550	118	8	and	and	CCONJ
issue-1550	118	9	roschk	roschk	ADJ
issue-1550	118	10	(	(	PUNCT
issue-1550	118	11	2011	2011	NUM
issue-1550	118	12	)	)	PUNCT
issue-1550	118	13	advise	advise	VERB
issue-1550	118	14	that	that	PRON
issue-1550	118	15	to	to	PART
issue-1550	118	16	facilitate	facilitate	VERB
issue-1550	118	17	compensation	compensation	NOUN
issue-1550	118	18	,	,	PUNCT
issue-1550	118	19	company	company	NOUN
issue-1550	118	20	procedures	procedure	NOUN
issue-1550	118	21	should	should	AUX
issue-1550	118	22	not	not	PART
issue-1550	118	23	prescribe	prescribe	VERB
issue-1550	118	24	the	the	DET
issue-1550	118	25	type	type	NOUN
issue-1550	118	26	of	of	ADP
issue-1550	118	27	compensation	compensation	NOUN
issue-1550	118	28	,	,	PUNCT
issue-1550	118	29	but	but	CCONJ
issue-1550	118	30	give	give	VERB
issue-1550	118	31	employees	employee	NOUN
issue-1550	118	32	the	the	DET
issue-1550	118	33	discretion	discretion	NOUN
issue-1550	118	34	to	to	PART
issue-1550	118	35	ask	ask	VERB
issue-1550	118	36	applicants	applicant	NOUN
issue-1550	118	37	about	about	ADP
issue-1550	118	38	their	their	PRON
issue-1550	118	39	expectations	expectation	NOUN
issue-1550	118	40	for	for	ADP
issue-1550	118	41	an	an	DET
issue-1550	118	42	acceptable	acceptable	ADJ
issue-1550	118	43	solution	solution	NOUN
issue-1550	118	44	to	to	ADP
issue-1550	118	45	the	the	DET
issue-1550	118	46	problem	problem	NOUN
issue-1550	118	47	.	.	PUNCT
issue-1550	119	1	nikbin	nikbin	NOUN
issue-1550	119	2	et	et	PROPN
issue-1550	119	3	al	al	PROPN
issue-1550	119	4	.	.	PROPN
issue-1550	120	1	(	(	PUNCT
issue-1550	120	2	2015	2015	NUM
issue-1550	120	3	)	)	PUNCT
issue-1550	120	4	believe	believe	VERB
issue-1550	120	5	that	that	SCONJ
issue-1550	120	6	customers	customer	NOUN
issue-1550	120	7	who	who	PRON
issue-1550	120	8	are	be	AUX
issue-1550	120	9	compensated	compensate	VERB
issue-1550	120	10	after	after	ADP
issue-1550	120	11	a	a	DET
issue-1550	120	12	failure	failure	NOUN
issue-1550	120	13	of	of	ADP
issue-1550	120	14	service	service	NOUN
issue-1550	120	15	will	will	AUX
issue-1550	120	16	be	be	AUX
issue-1550	120	17	confident	confident	ADJ
issue-1550	120	18	that	that	SCONJ
issue-1550	120	19	they	they	PRON
issue-1550	120	20	will	will	AUX
issue-1550	120	21	deal	deal	VERB
issue-1550	120	22	with	with	ADP
issue-1550	120	23	the	the	DET
issue-1550	120	24	provider	provider	NOUN
issue-1550	120	25	again	again	ADV
issue-1550	120	26	without	without	ADP
issue-1550	120	27	fear	fear	NOUN
issue-1550	120	28	or	or	CCONJ
issue-1550	120	29	risk	risk	NOUN
issue-1550	120	30	of	of	ADP
issue-1550	120	31	probable	probable	ADJ
issue-1550	120	32	failure	failure	NOUN
issue-1550	120	33	because	because	SCONJ
issue-1550	120	34	they	they	PRON
issue-1550	120	35	believe	believe	VERB
issue-1550	120	36	the	the	DET
issue-1550	120	37	provider	provider	NOUN
issue-1550	120	38	will	will	AUX
issue-1550	120	39	compensate	compensate	VERB
issue-1550	120	40	them	they	PRON
issue-1550	120	41	this	this	DET
issue-1550	120	42	time	time	NOUN
issue-1550	120	43	to	to	PART
issue-1550	120	44	restore	restore	VERB
issue-1550	120	45	the	the	DET
issue-1550	120	46	relationship	relationship	NOUN
issue-1550	120	47	.	.	PUNCT
issue-1550	121	1	however	however	ADV
issue-1550	121	2	,	,	PUNCT
issue-1550	121	3	it	it	PRON
issue-1550	121	4	should	should	AUX
issue-1550	121	5	be	be	AUX
issue-1550	121	6	noted	note	VERB
issue-1550	121	7	that	that	SCONJ
issue-1550	121	8	different	different	ADJ
issue-1550	121	9	compensation	compensation	NOUN
issue-1550	121	10	strategies	strategy	NOUN
issue-1550	121	11	do	do	AUX
issue-1550	121	12	not	not	PART
issue-1550	121	13	produce	produce	VERB
issue-1550	121	14	the	the	DET
issue-1550	121	15	same	same	ADJ
issue-1550	121	16	degree	degree	NOUN
issue-1550	121	17	of	of	ADP
issue-1550	121	18	recovery	recovery	NOUN
issue-1550	121	19	satisfaction	satisfaction	NOUN
issue-1550	121	20	.	.	PUNCT
issue-1550	122	1	therefore	therefore	ADV
issue-1550	122	2	,	,	PUNCT
issue-1550	122	3	managers	manager	NOUN
issue-1550	122	4	are	be	AUX
issue-1550	122	5	advised	advise	VERB
issue-1550	122	6	to	to	PART
issue-1550	122	7	use	use	VERB
issue-1550	122	8	different	different	ADJ
issue-1550	122	9	recovery	recovery	NOUN
issue-1550	122	10	tactics	tactic	NOUN
issue-1550	122	11	in	in	ADP
issue-1550	122	12	different	different	ADJ
issue-1550	122	13	cases	case	NOUN
issue-1550	122	14	of	of	ADP
issue-1550	122	15	failure	failure	NOUN
issue-1550	122	16	of	of	ADP
issue-1550	122	17	service	service	NOUN
issue-1550	122	18	(	(	PUNCT
issue-1550	122	19	fu	fu	PROPN
issue-1550	122	20	,	,	PUNCT
issue-1550	122	21	wu	wu	PROPN
issue-1550	122	22	,	,	PUNCT
issue-1550	122	23	huang	huang	PROPN
issue-1550	122	24	,	,	PUNCT
issue-1550	122	25	song	song	NOUN
issue-1550	122	26	&	&	CCONJ
issue-1550	122	27	gong	gong	PROPN
issue-1550	122	28	,	,	PUNCT
issue-1550	122	29	2015	2015	NUM
issue-1550	122	30	)	)	PUNCT
issue-1550	122	31	.	.	PUNCT
issue-1550	123	1	a	a	DET
issue-1550	123	2	high	high	ADJ
issue-1550	123	3	value	value	NOUN
issue-1550	123	4	of	of	ADP
issue-1550	123	5	compensation	compensation	NOUN
issue-1550	123	6	leads	lead	VERB
issue-1550	123	7	to	to	ADP
issue-1550	123	8	high	high	ADJ
issue-1550	123	9	satisfaction	satisfaction	NOUN
issue-1550	123	10	.	.	PUNCT
issue-1550	124	1	in	in	ADP
issue-1550	124	2	addition	addition	NOUN
issue-1550	124	3	,	,	PUNCT
issue-1550	124	4	in	in	ADP
issue-1550	124	5	the	the	DET
issue-1550	124	6	case	case	NOUN
issue-1550	124	7	of	of	ADP
issue-1550	124	8	financial	financial	ADJ
issue-1550	124	9	loss	loss	NOUN
issue-1550	124	10	due	due	ADP
issue-1550	124	11	to	to	ADP
issue-1550	124	12	a	a	DET
issue-1550	124	13	service	service	NOUN
issue-1550	124	14	failure	failure	NOUN
issue-1550	124	15	,	,	PUNCT
issue-1550	124	16	customers	customer	NOUN
issue-1550	124	17	expect	expect	VERB
issue-1550	124	18	quality	quality	NOUN
issue-1550	124	19	service	service	NOUN
issue-1550	124	20	restoration	restoration	NOUN
issue-1550	124	21	commensurate	commensurate	NOUN
issue-1550	124	22	with	with	ADP
issue-1550	124	23	the	the	DET
issue-1550	124	24	loss	loss	NOUN
issue-1550	124	25	,	,	PUNCT
issue-1550	124	26	and	and	CCONJ
issue-1550	124	27	in	in	ADP
issue-1550	124	28	some	some	DET
issue-1550	124	29	cases	case	NOUN
issue-1550	124	30	,	,	PUNCT
issue-1550	124	31	compensation	compensation	NOUN
issue-1550	124	32	is	be	AUX
issue-1550	124	33	appropriate	appropriate	ADJ
issue-1550	124	34	if	if	SCONJ
issue-1550	124	35	it	it	PRON
issue-1550	124	36	restores	restore	VERB
issue-1550	124	37	the	the	DET
issue-1550	124	38	customer	customer	NOUN
issue-1550	124	39	's	's	PART
issue-1550	124	40	condition	condition	NOUN
issue-1550	124	41	before	before	SCONJ
issue-1550	124	42	the	the	DET
issue-1550	124	43	failure	failure	NOUN
issue-1550	124	44	occurred	occur	VERB
issue-1550	124	45	(	(	PUNCT
issue-1550	124	46	ellyawati	ellyawati	PROPN
issue-1550	124	47	,	,	PUNCT
issue-1550	124	48	pharmmesta	pharmmesta	NOUN
issue-1550	124	49	,	,	PUNCT
issue-1550	124	50	purwanto	purwanto	NOUN
issue-1550	124	51	&	&	CCONJ
issue-1550	124	52	herk	herk	PROPN
issue-1550	124	53	,	,	PUNCT
issue-1550	124	54	2013	2013	NUM
issue-1550	124	55	)	)	PUNCT
issue-1550	124	56	.	.	PUNCT
issue-1550	125	1	consumers	consumer	NOUN
issue-1550	125	2	are	be	AUX
issue-1550	125	3	subjected	subject	VERB
issue-1550	125	4	to	to	ADP
issue-1550	125	5	different	different	ADJ
issue-1550	125	6	types	type	NOUN
issue-1550	125	7	of	of	ADP
issue-1550	125	8	losses	loss	NOUN
issue-1550	125	9	emanating	emanate	VERB
issue-1550	125	10	from	from	ADP
issue-1550	125	11	a	a	DET
issue-1550	125	12	similar	similar	ADJ
issue-1550	125	13	type	type	NOUN
issue-1550	125	14	of	of	ADP
issue-1550	125	15	failure	failure	NOUN
issue-1550	125	16	.	.	PUNCT
issue-1550	126	1	singhal	singhal	PROPN
issue-1550	126	2	,	,	PUNCT
issue-1550	126	3	krishna	krishna	PROPN
issue-1550	126	4	and	and	CCONJ
issue-1550	126	5	lazarus	lazarus	PROPN
issue-1550	126	6	(	(	PUNCT
issue-1550	126	7	2013	2013	NUM
issue-1550	126	8	)	)	PUNCT
issue-1550	126	9	coined	coin	VERB
issue-1550	126	10	a	a	DET
issue-1550	126	11	principle	principle	NOUN
issue-1550	126	12	“	"	PUNCT
issue-1550	126	13	like	like	ADP
issue-1550	126	14	recovers	recover	NOUN
issue-1550	126	15	like	like	ADP
issue-1550	126	16	”	"	PUNCT
issue-1550	126	17	,	,	PUNCT
issue-1550	126	18	meaning	mean	VERB
issue-1550	126	19	that	that	SCONJ
issue-1550	126	20	compensation	compensation	NOUN
issue-1550	126	21	should	should	AUX
issue-1550	126	22	be	be	AUX
issue-1550	126	23	the	the	DET
issue-1550	126	24	same	same	ADJ
issue-1550	126	25	as	as	ADP
issue-1550	126	26	that	that	PRON
issue-1550	126	27	which	which	PRON
issue-1550	126	28	was	be	AUX
issue-1550	126	29	lost	lose	VERB
issue-1550	126	30	.	.	PUNCT
issue-1550	127	1	in	in	ADP
issue-1550	127	2	addition	addition	NOUN
issue-1550	127	3	,	,	PUNCT
issue-1550	127	4	the	the	DET
issue-1550	127	5	recipient	recipient	NOUN
issue-1550	127	6	of	of	ADP
issue-1550	127	7	the	the	DET
issue-1550	127	8	complaint	complaint	NOUN
issue-1550	127	9	must	must	AUX
issue-1550	127	10	be	be	AUX
issue-1550	127	11	involved	involve	VERB
issue-1550	127	12	in	in	ADP
issue-1550	127	13	the	the	DET
issue-1550	127	14	process	process	NOUN
issue-1550	127	15	of	of	ADP
issue-1550	127	16	restoring	restore	VERB
issue-1550	127	17	services	service	NOUN
issue-1550	127	18	,	,	PUNCT
issue-1550	127	19	because	because	SCONJ
issue-1550	127	20	once	once	SCONJ
issue-1550	127	21	he	he	PRON
issue-1550	127	22	or	or	CCONJ
issue-1550	127	23	she	she	PRON
issue-1550	127	24	gets	get	VERB
issue-1550	127	25	out	out	ADP
issue-1550	127	26	of	of	ADP
issue-1550	127	27	the	the	DET
issue-1550	127	28	picture	picture	NOUN
issue-1550	127	29	,	,	PUNCT
issue-1550	127	30	the	the	DET
issue-1550	127	31	customer	customer	NOUN
issue-1550	127	32	loses	lose	VERB
issue-1550	127	33	faith	faith	NOUN
issue-1550	127	34	and	and	CCONJ
issue-1550	127	35	trust	trust	NOUN
issue-1550	127	36	in	in	ADP
issue-1550	127	37	the	the	DET
issue-1550	127	38	process	process	NOUN
issue-1550	127	39	,	,	PUNCT
issue-1550	127	40	which	which	PRON
issue-1550	127	41	can	can	AUX
issue-1550	127	42	sometimes	sometimes	ADV
issue-1550	127	43	be	be	AUX
issue-1550	127	44	difficult	difficult	ADJ
issue-1550	127	45	to	to	PART
issue-1550	127	46	restore	restore	VERB
issue-1550	127	47	.	.	PUNCT
issue-1550	128	1	yi	yi	PROPN
issue-1550	128	2	and	and	CCONJ
issue-1550	128	3	lee	lee	PROPN
issue-1550	128	4	(	(	PUNCT
issue-1550	128	5	2005	2005	NUM
issue-1550	128	6	)	)	PUNCT
issue-1550	128	7	argue	argue	VERB
issue-1550	128	8	that	that	SCONJ
issue-1550	128	9	failure	failure	NOUN
issue-1550	128	10	to	to	PART
issue-1550	128	11	provide	provide	VERB
issue-1550	128	12	services	service	NOUN
issue-1550	128	13	results	result	NOUN
issue-1550	128	14	in	in	ADP
issue-1550	128	15	loss	loss	NOUN
issue-1550	128	16	of	of	ADP
issue-1550	128	17	economic	economic	ADJ
issue-1550	128	18	and	and	CCONJ
issue-1550	128	19	social	social	ADJ
issue-1550	128	20	resources	resource	NOUN
issue-1550	128	21	,	,	PUNCT
issue-1550	128	22	with	with	ADP
issue-1550	128	23	economic	economic	ADJ
issue-1550	128	24	resources	resource	NOUN
issue-1550	128	25	recoverable	recoverable	VERB
issue-1550	128	26	through	through	ADP
issue-1550	128	27	compensation	compensation	NOUN
issue-1550	128	28	and	and	CCONJ
issue-1550	128	29	social	social	ADJ
issue-1550	128	30	resources	resource	NOUN
issue-1550	128	31	recoverable	recoverable	ADJ
issue-1550	128	32	through	through	ADP
issue-1550	128	33	apologies	apology	NOUN
issue-1550	128	34	.	.	PUNCT
issue-1550	129	1	4.4	4.4	NUM
issue-1550	129	2	empowerment	empowerment	NOUN
issue-1550	129	3	service	service	NOUN
issue-1550	129	4	failures	failure	NOUN
issue-1550	129	5	can	can	AUX
issue-1550	129	6	be	be	AUX
issue-1550	129	7	discovered	discover	VERB
issue-1550	129	8	if	if	SCONJ
issue-1550	129	9	the	the	DET
issue-1550	129	10	frontline	frontline	NOUN
issue-1550	129	11	can	can	AUX
issue-1550	129	12	spot	spot	VERB
issue-1550	129	13	them	they	PRON
issue-1550	129	14	when	when	SCONJ
issue-1550	129	15	they	they	PRON
issue-1550	129	16	occur	occur	VERB
issue-1550	129	17	,	,	PUNCT
issue-1550	129	18	or	or	CCONJ
issue-1550	129	19	if	if	SCONJ
issue-1550	129	20	the	the	DET
issue-1550	129	21	customer	customer	NOUN
issue-1550	129	22	brings	bring	VERB
issue-1550	129	23	the	the	DET
issue-1550	129	24	problem	problem	NOUN
issue-1550	129	25	to	to	ADP
issue-1550	129	26	the	the	DET
issue-1550	129	27	attention	attention	NOUN
issue-1550	129	28	of	of	ADP
issue-1550	129	29	the	the	DET
issue-1550	129	30	frontline	frontline	NOUN
issue-1550	129	31	employees	employee	NOUN
issue-1550	129	32	.	.	PUNCT
issue-1550	130	1	the	the	DET
issue-1550	130	2	frontline	frontline	NOUN
issue-1550	130	3	employee	employee	NOUN
issue-1550	130	4	may	may	AUX
issue-1550	130	5	have	have	VERB
issue-1550	130	6	the	the	DET
issue-1550	130	7	ability	ability	NOUN
issue-1550	130	8	to	to	PART
issue-1550	130	9	deal	deal	VERB
issue-1550	130	10	with	with	ADP
issue-1550	130	11	the	the	DET
issue-1550	130	12	failure	failure	NOUN
issue-1550	130	13	process	process	NOUN
issue-1550	130	14	while	while	SCONJ
issue-1550	130	15	management	management	NOUN
issue-1550	130	16	is	be	AUX
issue-1550	130	17	responsible	responsible	ADJ
issue-1550	130	18	for	for	ADP
issue-1550	130	19	dealing	deal	VERB
issue-1550	130	20	with	with	ADP
issue-1550	130	21	service	service	NOUN
issue-1550	130	22	failures	failure	NOUN
issue-1550	130	23	related	relate	VERB
issue-1550	130	24	to	to	ADP
issue-1550	130	25	financial	financial	ADJ
issue-1550	130	26	situations	situation	NOUN
issue-1550	130	27	.	.	PUNCT
issue-1550	131	1	the	the	DET
issue-1550	131	2	level	level	NOUN
issue-1550	131	3	of	of	ADP
issue-1550	131	4	authority	authority	NOUN
issue-1550	131	5	given	give	VERB
issue-1550	131	6	to	to	ADP
issue-1550	131	7	employees	employee	NOUN
issue-1550	131	8	determines	determine	VERB
issue-1550	131	9	the	the	DET
issue-1550	131	10	extent	extent	NOUN
issue-1550	131	11	to	to	PART
issue-1550	131	12	which	which	PRON
issue-1550	131	13	they	they	PRON
issue-1550	131	14	can	can	AUX
issue-1550	131	15	intervene	intervene	VERB
issue-1550	131	16	when	when	SCONJ
issue-1550	131	17	service	service	NOUN
issue-1550	131	18	failures	failure	NOUN
issue-1550	131	19	are	be	AUX
issue-1550	131	20	reported	report	VERB
issue-1550	131	21	.	.	PUNCT
issue-1550	132	1	this	this	PRON
issue-1550	132	2	is	be	AUX
issue-1550	132	3	so	so	SCONJ
issue-1550	132	4	because	because	SCONJ
issue-1550	132	5	managers	manager	NOUN
issue-1550	132	6	draft	draft	NOUN
issue-1550	132	7	company	company	NOUN
issue-1550	132	8	policy	policy	NOUN
issue-1550	132	9	such	such	ADJ
issue-1550	132	10	that	that	SCONJ
issue-1550	132	11	it	it	PRON
issue-1550	132	12	is	be	AUX
issue-1550	132	13	within	within	ADP
issue-1550	132	14	their	their	PRON
issue-1550	132	15	discretion	discretion	NOUN
issue-1550	132	16	to	to	PART
issue-1550	132	17	determine	determine	VERB
issue-1550	132	18	the	the	DET
issue-1550	132	19	limits	limit	NOUN
issue-1550	132	20	and	and	CCONJ
issue-1550	132	21	powers	power	NOUN
issue-1550	132	22	of	of	ADP
issue-1550	132	23	employees	employee	NOUN
issue-1550	132	24	(	(	PUNCT
issue-1550	132	25	schumacher	schumacher	PROPN
issue-1550	132	26	&	&	CCONJ
issue-1550	132	27	komppula	komppula	PROPN
issue-1550	132	28	,	,	PUNCT
issue-1550	132	29	2016	2016	NUM
issue-1550	132	30	)	)	PUNCT
issue-1550	132	31	.	.	PUNCT
issue-1550	133	1	institutional	institutional	ADJ
issue-1550	133	2	managers	manager	NOUN
issue-1550	133	3	should	should	AUX
issue-1550	133	4	keep	keep	VERB
issue-1550	133	5	an	an	DET
issue-1550	133	6	eye	eye	NOUN
issue-1550	133	7	on	on	ADP
issue-1550	133	8	analyzing	analyze	VERB
issue-1550	133	9	the	the	DET
issue-1550	133	10	organisational	organisational	ADJ
issue-1550	133	11	structure	structure	NOUN
issue-1550	133	12	and	and	CCONJ
issue-1550	133	13	ensuring	ensure	VERB
issue-1550	133	14	an	an	DET
issue-1550	133	15	optimal	optimal	ADJ
issue-1550	133	16	work	work	NOUN
issue-1550	133	17	environment	environment	NOUN
issue-1550	133	18	through	through	ADP
issue-1550	133	19	employee	employee	NOUN
issue-1550	133	20	empowerment	empowerment	NOUN
issue-1550	133	21	.	.	PUNCT
issue-1550	134	1	this	this	PRON
issue-1550	134	2	will	will	AUX
issue-1550	134	3	make	make	VERB
issue-1550	134	4	it	it	PRON
issue-1550	134	5	easier	easy	ADJ
issue-1550	134	6	for	for	SCONJ
issue-1550	134	7	frontline	frontline	NOUN
issue-1550	134	8	employees	employee	NOUN
issue-1550	134	9	to	to	PART
issue-1550	134	10	respond	respond	VERB
issue-1550	134	11	appropriately	appropriately	ADV
issue-1550	134	12	to	to	ADP
issue-1550	134	13	certain	certain	ADJ
issue-1550	134	14	service	service	NOUN
issue-1550	134	15	failure	failure	NOUN
issue-1550	134	16	scenarios	scenario	NOUN
issue-1550	134	17	(	(	PUNCT
issue-1550	134	18	harun	harun	PROPN
issue-1550	134	19	,	,	PUNCT
issue-1550	134	20	rokonuzzaman	rokonuzzaman	NOUN
issue-1550	134	21	,	,	PUNCT
issue-1550	134	22	prybutok	prybutok	NOUN
issue-1550	134	23	and	and	CCONJ
issue-1550	134	24	prybutok	prybutok	NOUN
issue-1550	134	25	,	,	PUNCT
issue-1550	134	26	2018	2018	NUM
issue-1550	134	27	)	)	PUNCT
issue-1550	134	28	.	.	PUNCT
issue-1550	135	1	there	there	PRON
issue-1550	135	2	is	be	VERB
issue-1550	135	3	a	a	DET
issue-1550	135	4	link	link	NOUN
issue-1550	135	5	between	between	ADP
issue-1550	135	6	how	how	SCONJ
issue-1550	135	7	a	a	DET
issue-1550	135	8	company	company	NOUN
issue-1550	135	9	is	be	AUX
issue-1550	135	10	organized	organize	VERB
issue-1550	135	11	and	and	CCONJ
issue-1550	135	12	how	how	SCONJ
issue-1550	135	13	effectively	effectively	ADV
issue-1550	135	14	it	it	PRON
issue-1550	135	15	adapts	adapt	VERB
issue-1550	135	16	to	to	ADP
issue-1550	135	17	chronic	chronic	ADJ
issue-1550	135	18	digital	digital	ADJ
issue-1550	135	19	upheaval	upheaval	NOUN
issue-1550	135	20	.	.	PUNCT
issue-1550	136	1	more	more	ADV
issue-1550	136	2	digitally	digitally	ADV
issue-1550	136	3	savvy	savvy	ADJ
issue-1550	136	4	companies	company	NOUN
issue-1550	136	5	,	,	PUNCT
issue-1550	136	6	in	in	ADP
issue-1550	136	7	particular	particular	ADJ
issue-1550	136	8	,	,	PUNCT
issue-1550	136	9	are	be	AUX
issue-1550	136	10	more	more	ADV
issue-1550	136	11	likely	likely	ADJ
issue-1550	136	12	to	to	PART
issue-1550	136	13	be	be	AUX
issue-1550	136	14	organized	organize	VERB
issue-1550	136	15	around	around	ADP
issue-1550	136	16	cross	cross	ADJ
issue-1550	136	17	functional	functional	ADJ
issue-1550	136	18	teams	team	NOUN
issue-1550	136	19	,	,	PUNCT
issue-1550	136	20	and	and	CCONJ
issue-1550	136	21	they	they	PRON
issue-1550	136	22	are	be	AUX
issue-1550	136	23	less	less	ADV
issue-1550	136	24	likely	likely	ADJ
issue-1550	136	25	to	to	PART
issue-1550	136	26	report	report	VERB
issue-1550	136	27	that	that	SCONJ
issue-1550	136	28	management	management	NOUN
issue-1550	136	29	processes	process	NOUN
issue-1550	136	30	and	and	CCONJ
issue-1550	136	31	structures	structure	NOUN
issue-1550	136	32	hinder	hinder	VERB
issue-1550	136	33	their	their	PRON
issue-1550	136	34	ability	ability	NOUN
issue-1550	136	35	to	to	PART
issue-1550	136	36	work	work	VERB
issue-1550	136	37	digitally	digitally	ADV
issue-1550	136	38	.	.	PUNCT
issue-1550	137	1	companies	company	NOUN
issue-1550	137	2	that	that	PRON
issue-1550	137	3	have	have	AUX
issue-1550	137	4	reached	reach	VERB
issue-1550	137	5	digital	digital	ADJ
issue-1550	137	6	maturity	maturity	NOUN
issue-1550	137	7	tend	tend	VERB
issue-1550	137	8	to	to	PART
issue-1550	137	9	give	give	VERB
issue-1550	137	10	their	their	PRON
issue-1550	137	11	employees	employee	NOUN
issue-1550	137	12	more	more	ADJ
issue-1550	137	13	autonomy	autonomy	NOUN
issue-1550	137	14	to	to	PART
issue-1550	137	15	make	make	VERB
issue-1550	137	16	decisions	decision	NOUN
issue-1550	137	17	,	,	PUNCT
issue-1550	137	18	resulting	result	VERB
issue-1550	137	19	in	in	ADP
issue-1550	137	20	increased	increase	VERB
issue-1550	137	21	speed	speed	NOUN
issue-1550	137	22	and	and	CCONJ
issue-1550	137	23	flexibility	flexibility	NOUN
issue-1550	137	24	(	(	PUNCT
issue-1550	137	25	kane	kane	PROPN
issue-1550	137	26	,	,	PUNCT
issue-1550	137	27	phillips	phillips	PROPN
issue-1550	137	28	,	,	PUNCT
issue-1550	137	29	copulsky	copulsky	NOUN
issue-1550	137	30	&	&	CCONJ
issue-1550	137	31	nanda	nanda	ADJ
issue-1550	137	32	,	,	PUNCT
issue-1550	137	33	2020	2020	NUM
issue-1550	137	34	)	)	PUNCT
issue-1550	137	35	.	.	PUNCT
issue-1550	138	1	thus	thus	ADV
issue-1550	138	2	,	,	PUNCT
issue-1550	138	3	employees	employee	NOUN
issue-1550	138	4	represent	represent	VERB
issue-1550	138	5	the	the	DET
issue-1550	138	6	organization	organization	NOUN
issue-1550	138	7	when	when	SCONJ
issue-1550	138	8	complaints	complaint	NOUN
issue-1550	138	9	are	be	AUX
issue-1550	138	10	registered	register	VERB
issue-1550	138	11	,	,	PUNCT
issue-1550	138	12	and	and	CCONJ
issue-1550	138	13	they	they	PRON
issue-1550	138	14	should	should	AUX
issue-1550	138	15	be	be	AUX
issue-1550	138	16	empowered	empower	VERB
issue-1550	138	17	to	to	PART
issue-1550	138	18	provide	provide	VERB
issue-1550	138	19	a	a	DET
issue-1550	138	20	small	small	ADJ
issue-1550	138	21	atonement	atonement	NOUN
issue-1550	138	22	that	that	PRON
issue-1550	138	23	will	will	AUX
issue-1550	138	24	appease	appease	VERB
issue-1550	138	25	disgruntled	disgruntled	ADJ
issue-1550	138	26	customers	customer	NOUN
issue-1550	138	27	,	,	PUNCT
issue-1550	138	28	rather	rather	ADV
issue-1550	138	29	than	than	ADP
issue-1550	138	30	refer	refer	VERB
issue-1550	138	31	every	every	DET
issue-1550	138	32	issue	issue	NOUN
issue-1550	138	33	to	to	ADP
issue-1550	138	34	supervisors	supervisor	NOUN
issue-1550	138	35	or	or	CCONJ
issue-1550	138	36	managers	manager	NOUN
issue-1550	138	37	.	.	PUNCT
issue-1550	139	1	therefore	therefore	ADV
issue-1550	139	2	,	,	PUNCT
issue-1550	139	3	organizations	organization	NOUN
issue-1550	139	4	should	should	AUX
issue-1550	139	5	empower	empower	VERB
issue-1550	139	6	employees	employee	NOUN
issue-1550	139	7	to	to	PART
issue-1550	139	8	effectively	effectively	ADV
issue-1550	139	9	handle	handle	VERB
issue-1550	139	10	customer	customer	NOUN
issue-1550	139	11	complaints	complaint	NOUN
issue-1550	139	12	(	(	PUNCT
issue-1550	139	13	ekiz	ekiz	PROPN
issue-1550	139	14	&	&	CCONJ
issue-1550	139	15	khoo	khoo	PROPN
issue-1550	139	16	-	-	PUNCT
issue-1550	139	17	latimore	latimore	PROPN
issue-1550	139	18	,	,	PUNCT
issue-1550	139	19	2011	2011	NUM
issue-1550	139	20	)	)	PUNCT
issue-1550	139	21	.	.	PUNCT
issue-1550	140	1	human	human	ADJ
issue-1550	140	2	resources	resource	NOUN
issue-1550	140	3	departments	department	NOUN
issue-1550	140	4	should	should	AUX
issue-1550	140	5	avoid	avoid	VERB
issue-1550	140	6	recruiting	recruit	VERB
issue-1550	140	7	individuals	individual	NOUN
issue-1550	140	8	with	with	ADP
issue-1550	140	9	low	low	ADJ
issue-1550	140	10	efficacy	efficacy	NOUN
issue-1550	140	11	and	and	CCONJ
issue-1550	140	12	polychronicity	polychronicity	NOUN
issue-1550	140	13	to	to	PART
issue-1550	140	14	frontline	frontline	NOUN
issue-1550	140	15	positions	position	NOUN
issue-1550	140	16	since	since	SCONJ
issue-1550	140	17	these	these	DET
issue-1550	140	18	employees	employee	NOUN
issue-1550	140	19	have	have	VERB
issue-1550	140	20	low	low	ADJ
issue-1550	140	21	self	self	NOUN
issue-1550	140	22	-	-	PUNCT
issue-1550	140	23	confidence	confidence	NOUN
issue-1550	140	24	and	and	CCONJ
issue-1550	140	25	prefer	prefer	VERB
issue-1550	140	26	a	a	DET
issue-1550	140	27	self	self	NOUN
issue-1550	140	28	-	-	PUNCT
issue-1550	140	29	learning	learn	VERB
issue-1550	140	30	and	and	CCONJ
issue-1550	140	31	multitasking	multitaske	VERB
issue-1550	140	32	approach	approach	NOUN
issue-1550	140	33	.	.	PUNCT
issue-1550	141	1	these	these	DET
issue-1550	141	2	people	people	NOUN
issue-1550	141	3	would	would	AUX
issue-1550	141	4	not	not	PART
issue-1550	141	5	be	be	AUX
issue-1550	141	6	able	able	ADJ
issue-1550	141	7	to	to	PART
issue-1550	141	8	do	do	VERB
issue-1550	141	9	the	the	DET
issue-1550	141	10	job	job	NOUN
issue-1550	141	11	successfully	successfully	ADV
issue-1550	141	12	,	,	PUNCT
issue-1550	141	13	and	and	CCONJ
issue-1550	141	14	they	they	PRON
issue-1550	141	15	would	would	AUX
issue-1550	141	16	not	not	PART
issue-1550	141	17	help	help	VERB
issue-1550	141	18	the	the	DET
issue-1550	141	19	company	company	NOUN
issue-1550	141	20	recover	recover	VERB
issue-1550	141	21	;	;	PUNCT
issue-1550	141	22	instead	instead	ADV
issue-1550	141	23	,	,	PUNCT
issue-1550	141	24	they	they	PRON
issue-1550	141	25	would	would	AUX
issue-1550	141	26	cause	cause	VERB
issue-1550	141	27	problems	problem	NOUN
issue-1550	141	28	and	and	CCONJ
issue-1550	141	29	possibly	possibly	ADV
issue-1550	141	30	increase	increase	VERB
issue-1550	141	31	costs	cost	NOUN
issue-1550	141	32	(	(	PUNCT
issue-1550	141	33	daskin	daskin	PROPN
issue-1550	141	34	&	&	CCONJ
issue-1550	141	35	kasim	kasim	PROPN
issue-1550	141	36	,	,	PUNCT
issue-1550	141	37	2016	2016	NUM
issue-1550	141	38	)	)	PUNCT
issue-1550	141	39	.	.	PUNCT
issue-1550	142	1	in	in	ADP
issue-1550	142	2	addition	addition	NOUN
issue-1550	142	3	,	,	PUNCT
issue-1550	142	4	training	training	NOUN
issue-1550	142	5	and	and	CCONJ
issue-1550	142	6	empowerment	empowerment	NOUN
issue-1550	142	7	programs	program	NOUN
issue-1550	142	8	should	should	AUX
issue-1550	142	9	be	be	AUX
issue-1550	142	10	encouraged	encourage	VERB
issue-1550	142	11	and	and	CCONJ
issue-1550	142	12	developed	develop	VERB
issue-1550	142	13	so	so	SCONJ
issue-1550	142	14	that	that	SCONJ
issue-1550	142	15	,	,	PUNCT
issue-1550	142	16	supported	support	VERB
issue-1550	142	17	by	by	ADP
issue-1550	142	18	recognition	recognition	NOUN
issue-1550	142	19	and	and	CCONJ
issue-1550	142	20	rewards	reward	VERB
issue-1550	142	21	programs	program	NOUN
issue-1550	142	22	,	,	PUNCT
issue-1550	142	23	employees	employee	NOUN
issue-1550	142	24	are	be	AUX
issue-1550	142	25	more	more	ADV
issue-1550	142	26	likely	likely	ADJ
issue-1550	142	27	to	to	PART
issue-1550	142	28	improve	improve	VERB
issue-1550	142	29	their	their	PRON
issue-1550	142	30	service	service	NOUN
issue-1550	142	31	recovery	recovery	NOUN
issue-1550	142	32	performance	performance	NOUN
issue-1550	142	33	(	(	PUNCT
issue-1550	142	34	abou	abou	PROPN
issue-1550	142	35	&	&	CCONJ
issue-1550	142	36	abou	abou	PROPN
issue-1550	142	37	,	,	PUNCT
issue-1550	142	38	2013	2013	NUM
issue-1550	142	39	)	)	PUNCT
issue-1550	142	40	.	.	PUNCT
issue-1550	143	1	in	in	ADP
issue-1550	143	2	order	order	NOUN
issue-1550	143	3	to	to	PART
issue-1550	143	4	address	address	VERB
issue-1550	143	5	errors	error	NOUN
issue-1550	143	6	that	that	PRON
issue-1550	143	7	depend	depend	VERB
issue-1550	143	8	on	on	ADP
issue-1550	143	9	individual	individual	ADJ
issue-1550	143	10	staff	staff	NOUN
issue-1550	143	11	,	,	PUNCT
issue-1550	143	12	management	management	NOUN
issue-1550	143	13	should	should	AUX
issue-1550	143	14	endeavour	endeavour	VERB
issue-1550	143	15	to	to	PART
issue-1550	143	16	promote	promote	VERB
issue-1550	143	17	an	an	DET
issue-1550	143	18	organisational	organisational	ADJ
issue-1550	143	19	culture	culture	NOUN
issue-1550	143	20	that	that	PRON
issue-1550	143	21	cultivates	cultivate	VERB
issue-1550	143	22	the	the	DET
issue-1550	143	23	right	right	ADJ
issue-1550	143	24	attitude	attitude	NOUN
issue-1550	143	25	by	by	ADP
issue-1550	143	26	members	member	NOUN
issue-1550	143	27	of	of	ADP
issue-1550	143	28	staff	staff	NOUN
issue-1550	143	29	.	.	PUNCT
issue-1550	144	1	therefore	therefore	ADV
issue-1550	144	2	,	,	PUNCT
issue-1550	144	3	training	training	NOUN
issue-1550	144	4	should	should	AUX
issue-1550	144	5	be	be	AUX
issue-1550	144	6	arranged	arrange	VERB
issue-1550	144	7	for	for	ADP
issue-1550	144	8	employees	employee	NOUN
issue-1550	144	9	so	so	SCONJ
issue-1550	144	10	that	that	SCONJ
issue-1550	144	11	they	they	PRON
issue-1550	144	12	can	can	AUX
issue-1550	144	13	quickly	quickly	ADV
issue-1550	144	14	troubleshoot	troubleshoot	VERB
issue-1550	144	15	problems	problem	NOUN
issue-1550	144	16	.	.	PUNCT
issue-1550	145	1	this	this	PRON
issue-1550	145	2	should	should	AUX
issue-1550	145	3	be	be	AUX
issue-1550	145	4	combined	combine	VERB
issue-1550	145	5	with	with	ADP
issue-1550	145	6	service	service	NOUN
issue-1550	145	7	recovery	recovery	NOUN
issue-1550	145	8	processes	process	NOUN
issue-1550	145	9	and	and	CCONJ
issue-1550	145	10	actions	action	NOUN
issue-1550	145	11	to	to	PART
issue-1550	145	12	compensate	compensate	VERB
issue-1550	145	13	customers	customer	NOUN
issue-1550	145	14	for	for	ADP
issue-1550	145	15	problems	problem	NOUN
issue-1550	145	16	encountered	encounter	VERB
issue-1550	145	17	,	,	PUNCT
issue-1550	145	18	thereby	thereby	ADV
issue-1550	145	19	minimizing	minimize	VERB
issue-1550	145	20	irritation	irritation	NOUN
issue-1550	145	21	and	and	CCONJ
issue-1550	145	22	customer	customer	NOUN
issue-1550	145	23	dissatisfaction	dissatisfaction	NOUN
issue-1550	145	24	(	(	PUNCT
issue-1550	145	25	zainol	zainol	NOUN
issue-1550	145	26	,	,	PUNCT
issue-1550	145	27	2012	2012	NUM
issue-1550	145	28	)	)	PUNCT
issue-1550	145	29	.	.	PUNCT
issue-1550	146	1	according	accord	VERB
issue-1550	146	2	to	to	ADP
issue-1550	146	3	park	park	NOUN
issue-1550	146	4	and	and	CCONJ
issue-1550	146	5	ha	ha	INTJ
issue-1550	146	6	(	(	PUNCT
issue-1550	146	7	2016	2016	NUM
issue-1550	146	8	)	)	PUNCT
issue-1550	146	9	,	,	PUNCT
issue-1550	146	10	service	service	NOUN
issue-1550	146	11	-	-	PUNCT
issue-1550	146	12	oriented	orient	VERB
issue-1550	146	13	businesses	business	NOUN
issue-1550	146	14	should	should	AUX
issue-1550	146	15	ensure	ensure	VERB
issue-1550	146	16	that	that	SCONJ
issue-1550	146	17	frontline	frontline	NOUN
issue-1550	146	18	personnel	personnel	NOUN
issue-1550	146	19	are	be	AUX
issue-1550	146	20	well	well	ADV
issue-1550	146	21	trained	train	VERB
issue-1550	146	22	to	to	PART
issue-1550	146	23	conduct	conduct	VERB
issue-1550	146	24	collaborative	collaborative	ADJ
issue-1550	146	25	recovery	recovery	NOUN
issue-1550	146	26	processes	process	NOUN
issue-1550	146	27	in	in	ADV
issue-1550	146	28	as	as	ADV
issue-1550	146	29	constructive	constructive	ADJ
issue-1550	146	30	,	,	PUNCT
issue-1550	146	31	considerate	considerate	ADJ
issue-1550	146	32	,	,	PUNCT
issue-1550	146	33	and	and	CCONJ
issue-1550	146	34	efficient	efficient	ADJ
issue-1550	146	35	a	a	DET
issue-1550	146	36	manner	manner	NOUN
issue-1550	146	37	as	as	ADP
issue-1550	146	38	possible	possible	ADJ
issue-1550	146	39	.	.	PUNCT
issue-1550	147	1	it	it	PRON
issue-1550	147	2	is	be	AUX
issue-1550	147	3	difficult	difficult	ADJ
issue-1550	147	4	for	for	ADP
issue-1550	147	5	service	service	NOUN
issue-1550	147	6	workers	worker	NOUN
issue-1550	147	7	who	who	PRON
issue-1550	147	8	are	be	AUX
issue-1550	147	9	not	not	PART
issue-1550	147	10	professionally	professionally	ADV
issue-1550	147	11	trained	train	VERB
issue-1550	147	12	to	to	PART
issue-1550	147	13	provide	provide	VERB
issue-1550	147	14	good	good	ADJ
issue-1550	147	15	service	service	NOUN
issue-1550	147	16	or	or	CCONJ
issue-1550	147	17	maintain	maintain	VERB
issue-1550	147	18	quality	quality	NOUN
issue-1550	147	19	(	(	PUNCT
issue-1550	147	20	lee	lee	PROPN
issue-1550	147	21	,	,	PUNCT
issue-1550	147	22	wu	wu	PROPN
issue-1550	147	23	,	,	PUNCT
issue-1550	147	24	wu	wu	PROPN
issue-1550	147	25	&	&	CCONJ
issue-1550	147	26	liang	liang	PROPN
issue-1550	147	27	,	,	PUNCT
issue-1550	147	28	2012	2012	NUM
issue-1550	147	29	)	)	PUNCT
issue-1550	147	30	.	.	PUNCT
issue-1550	148	1	nowadays	nowadays	ADV
issue-1550	148	2	,	,	PUNCT
issue-1550	148	3	in	in	ADP
issue-1550	148	4	order	order	NOUN
issue-1550	148	5	to	to	PART
issue-1550	148	6	improve	improve	VERB
issue-1550	148	7	the	the	DET
issue-1550	148	8	quality	quality	NOUN
issue-1550	148	9	of	of	ADP
issue-1550	148	10	service	service	NOUN
issue-1550	148	11	,	,	PUNCT
issue-1550	148	12	the	the	DET
issue-1550	148	13	competencies	competency	NOUN
issue-1550	148	14	of	of	ADP
issue-1550	148	15	service	service	NOUN
issue-1550	148	16	personnel	personnel	NOUN
issue-1550	148	17	are	be	AUX
issue-1550	148	18	critical	critical	ADJ
issue-1550	148	19	,	,	PUNCT
issue-1550	148	20	so	so	CCONJ
issue-1550	148	21	there	there	PRON
issue-1550	148	22	is	be	VERB
issue-1550	148	23	a	a	DET
issue-1550	148	24	need	need	NOUN
issue-1550	148	25	to	to	PART
issue-1550	148	26	improve	improve	VERB
issue-1550	148	27	service	service	NOUN
issue-1550	148	28	knowledge	knowledge	NOUN
issue-1550	148	29	.	.	PUNCT
issue-1550	149	1	two	two	NUM
issue-1550	149	2	competencies	competency	NOUN
issue-1550	149	3	that	that	PRON
issue-1550	149	4	are	be	AUX
issue-1550	149	5	critical	critical	ADJ
issue-1550	149	6	to	to	ADP
issue-1550	149	7	effective	effective	ADJ
issue-1550	149	8	service	service	NOUN
issue-1550	149	9	delivery	delivery	NOUN
issue-1550	149	10	are	be	AUX
issue-1550	149	11	employee	employee	NOUN
issue-1550	149	12	skills	skill	NOUN
issue-1550	149	13	and	and	CCONJ
issue-1550	149	14	behavior	behavior	NOUN
issue-1550	149	15	(	(	PUNCT
issue-1550	149	16	skaalsvik	skaalsvik	ADV
issue-1550	149	17	,	,	PUNCT
issue-1550	149	18	2013	2013	NUM
issue-1550	149	19	)	)	PUNCT
issue-1550	149	20	.	.	PUNCT
issue-1550	150	1	baltic	baltic	PROPN
issue-1550	150	2	journal	journal	PROPN
issue-1550	150	3	of	of	ADP
issue-1550	150	4	economic	economic	ADJ
issue-1550	150	5	studies	study	NOUN
issue-1550	150	6	6	6	NUM
issue-1550	150	7	vol	vol	NOUN
issue-1550	150	8	.	.	PROPN
issue-1550	150	9	7	7	NUM
issue-1550	151	1	no	no	NOUN
issue-1550	151	2	.	.	NOUN
issue-1550	151	3	5	5	NUM
issue-1550	151	4	,	,	PUNCT
issue-1550	151	5	2021	2021	NUM
issue-1550	151	6	4.5	4.5	NUM
issue-1550	151	7	explanation	explanation	NOUN
issue-1550	151	8	the	the	DET
issue-1550	151	9	explanation	explanation	NOUN
issue-1550	151	10	does	do	AUX
issue-1550	151	11	not	not	PART
issue-1550	151	12	produce	produce	VERB
issue-1550	151	13	any	any	DET
issue-1550	151	14	tangible	tangible	ADJ
issue-1550	151	15	results	result	NOUN
issue-1550	151	16	for	for	ADP
issue-1550	151	17	the	the	DET
issue-1550	151	18	client	client	NOUN
issue-1550	151	19	.	.	PUNCT
issue-1550	152	1	however	however	ADV
issue-1550	152	2	,	,	PUNCT
issue-1550	152	3	the	the	DET
issue-1550	152	4	tone	tone	NOUN
issue-1550	152	5	and	and	CCONJ
issue-1550	152	6	manner	manner	NOUN
issue-1550	152	7	in	in	ADP
issue-1550	152	8	which	which	PRON
issue-1550	152	9	the	the	DET
issue-1550	152	10	explanation	explanation	NOUN
issue-1550	152	11	is	be	AUX
issue-1550	152	12	given	give	VERB
issue-1550	152	13	to	to	ADP
issue-1550	152	14	the	the	DET
issue-1550	152	15	customer	customer	NOUN
issue-1550	152	16	to	to	PART
issue-1550	152	17	explain	explain	VERB
issue-1550	152	18	the	the	DET
issue-1550	152	19	service	service	NOUN
issue-1550	152	20	situation	situation	NOUN
issue-1550	152	21	can	can	AUX
issue-1550	152	22	be	be	AUX
issue-1550	152	23	related	relate	VERB
issue-1550	152	24	to	to	ADP
issue-1550	152	25	interactional	interactional	ADJ
issue-1550	152	26	justice	justice	NOUN
issue-1550	152	27	.	.	PUNCT
issue-1550	153	1	the	the	DET
issue-1550	153	2	actual	actual	ADJ
issue-1550	153	3	act	act	NOUN
issue-1550	153	4	of	of	ADP
issue-1550	153	5	explaining	explain	VERB
issue-1550	153	6	is	be	AUX
issue-1550	153	7	unrelated	unrelated	ADJ
issue-1550	153	8	.	.	PUNCT
issue-1550	154	1	in	in	ADP
issue-1550	154	2	some	some	DET
issue-1550	154	3	cultures	culture	NOUN
issue-1550	154	4	,	,	PUNCT
issue-1550	154	5	explanation	explanation	NOUN
issue-1550	154	6	is	be	AUX
issue-1550	154	7	used	use	VERB
issue-1550	154	8	as	as	ADP
issue-1550	154	9	a	a	DET
issue-1550	154	10	tool	tool	NOUN
issue-1550	154	11	to	to	PART
issue-1550	154	12	resolve	resolve	VERB
issue-1550	154	13	conflict	conflict	NOUN
issue-1550	154	14	and	and	CCONJ
issue-1550	154	15	preserve	preserve	VERB
issue-1550	154	16	harmony	harmony	NOUN
issue-1550	154	17	in	in	ADP
issue-1550	154	18	society	society	NOUN
issue-1550	154	19	,	,	PUNCT
issue-1550	154	20	so	so	CCONJ
issue-1550	154	21	it	it	PRON
issue-1550	154	22	is	be	AUX
issue-1550	154	23	associated	associate	VERB
issue-1550	154	24	with	with	ADP
issue-1550	154	25	procedural	procedural	ADJ
issue-1550	154	26	justice	justice	NOUN
issue-1550	154	27	(	(	PUNCT
issue-1550	154	28	chern	chern	PROPN
issue-1550	154	29	&	&	CCONJ
issue-1550	154	30	hui	hui	PROPN
issue-1550	154	31	,	,	PUNCT
issue-1550	154	32	2011	2011	NUM
issue-1550	154	33	)	)	PUNCT
issue-1550	154	34	.	.	PUNCT
issue-1550	155	1	service	service	NOUN
issue-1550	155	2	providers	provider	NOUN
issue-1550	155	3	should	should	AUX
issue-1550	155	4	determine	determine	VERB
issue-1550	155	5	or	or	CCONJ
issue-1550	155	6	weigh	weigh	VERB
issue-1550	155	7	the	the	DET
issue-1550	155	8	cost	cost	NOUN
issue-1550	155	9	of	of	ADP
issue-1550	155	10	service	service	NOUN
issue-1550	155	11	recovery	recovery	NOUN
issue-1550	155	12	strategies	strategy	NOUN
issue-1550	155	13	against	against	ADP
issue-1550	155	14	the	the	DET
issue-1550	155	15	benefits	benefit	NOUN
issue-1550	155	16	,	,	PUNCT
issue-1550	155	17	because	because	SCONJ
issue-1550	155	18	sometimes	sometimes	ADV
issue-1550	155	19	the	the	DET
issue-1550	155	20	cost	cost	NOUN
issue-1550	155	21	of	of	ADP
issue-1550	155	22	recovery	recovery	NOUN
issue-1550	155	23	can	can	AUX
issue-1550	155	24	increase	increase	VERB
issue-1550	155	25	enormously	enormously	ADV
issue-1550	155	26	.	.	PUNCT
issue-1550	156	1	helping	help	VERB
issue-1550	156	2	customers	customer	NOUN
issue-1550	156	3	understand	understand	VERB
issue-1550	156	4	the	the	DET
issue-1550	156	5	reason	reason	NOUN
issue-1550	156	6	for	for	ADP
issue-1550	156	7	the	the	DET
issue-1550	156	8	failure	failure	NOUN
issue-1550	156	9	of	of	ADP
issue-1550	156	10	service	service	NOUN
issue-1550	156	11	by	by	ADP
issue-1550	156	12	providing	provide	VERB
issue-1550	156	13	sufficient	sufficient	ADJ
issue-1550	156	14	explanation	explanation	NOUN
issue-1550	156	15	is	be	AUX
issue-1550	156	16	a	a	DET
issue-1550	156	17	powerful	powerful	ADJ
issue-1550	156	18	and	and	CCONJ
issue-1550	156	19	low	low	ADJ
issue-1550	156	20	-	-	PUNCT
issue-1550	156	21	cost	cost	NOUN
issue-1550	156	22	strategy	strategy	NOUN
issue-1550	156	23	that	that	PRON
issue-1550	156	24	managers	manager	NOUN
issue-1550	156	25	can	can	AUX
issue-1550	156	26	use	use	VERB
issue-1550	156	27	to	to	PART
issue-1550	156	28	achieve	achieve	VERB
issue-1550	156	29	effective	effective	ADJ
issue-1550	156	30	and	and	CCONJ
issue-1550	156	31	efficient	efficient	ADJ
issue-1550	156	32	service	service	NOUN
issue-1550	156	33	recovery	recovery	NOUN
issue-1550	156	34	efforts	effort	NOUN
issue-1550	156	35	(	(	PUNCT
issue-1550	156	36	grewal	grewal	PROPN
issue-1550	156	37	,	,	PUNCT
issue-1550	156	38	roggeveen	roggeveen	PROPN
issue-1550	156	39	&	&	CCONJ
issue-1550	156	40	tsiros	tsiro	NOUN
issue-1550	156	41	,	,	PUNCT
issue-1550	156	42	2008	2008	NUM
issue-1550	156	43	)	)	PUNCT
issue-1550	156	44	.	.	PUNCT
issue-1550	157	1	customers	customer	NOUN
issue-1550	157	2	are	be	AUX
issue-1550	157	3	always	always	ADV
issue-1550	157	4	interested	interested	ADJ
issue-1550	157	5	to	to	PART
issue-1550	157	6	know	know	VERB
issue-1550	157	7	why	why	SCONJ
issue-1550	157	8	there	there	PRON
issue-1550	157	9	was	be	VERB
issue-1550	157	10	an	an	DET
issue-1550	157	11	interruption	interruption	NOUN
issue-1550	157	12	in	in	ADP
issue-1550	157	13	service	service	NOUN
issue-1550	157	14	.	.	PUNCT
issue-1550	158	1	therefore	therefore	ADV
issue-1550	158	2	,	,	PUNCT
issue-1550	158	3	a	a	DET
issue-1550	158	4	clear	clear	ADJ
issue-1550	158	5	explanation	explanation	NOUN
issue-1550	158	6	can	can	AUX
issue-1550	158	7	help	help	VERB
issue-1550	158	8	calm	calm	VERB
issue-1550	158	9	a	a	DET
issue-1550	158	10	tense	tense	ADJ
issue-1550	158	11	situation	situation	NOUN
issue-1550	158	12	.	.	PUNCT
issue-1550	159	1	for	for	SCONJ
issue-1550	159	2	an	an	DET
issue-1550	159	3	explanation	explanation	NOUN
issue-1550	159	4	to	to	PART
issue-1550	159	5	be	be	AUX
issue-1550	159	6	considered	consider	VERB
issue-1550	159	7	adequate	adequate	ADJ
issue-1550	159	8	,	,	PUNCT
issue-1550	159	9	it	it	PRON
issue-1550	159	10	must	must	AUX
issue-1550	159	11	include	include	VERB
issue-1550	159	12	the	the	DET
issue-1550	159	13	following	following	ADJ
issue-1550	159	14	characteristics	characteristic	NOUN
issue-1550	159	15	.	.	PUNCT
issue-1550	160	1	first	first	ADV
issue-1550	160	2	of	of	ADP
issue-1550	160	3	all	all	PRON
issue-1550	160	4	,	,	PUNCT
issue-1550	160	5	the	the	DET
issue-1550	160	6	content	content	NOUN
issue-1550	160	7	of	of	ADP
issue-1550	160	8	the	the	DET
issue-1550	160	9	explanation	explanation	NOUN
issue-1550	160	10	must	must	AUX
issue-1550	160	11	be	be	AUX
issue-1550	160	12	correct	correct	ADJ
issue-1550	160	13	and	and	CCONJ
issue-1550	160	14	include	include	VERB
issue-1550	160	15	relevant	relevant	ADJ
issue-1550	160	16	facts	fact	NOUN
issue-1550	160	17	and	and	CCONJ
issue-1550	160	18	information	information	NOUN
issue-1550	160	19	.	.	PUNCT
issue-1550	161	1	second	second	ADV
issue-1550	161	2	,	,	PUNCT
issue-1550	161	3	the	the	DET
issue-1550	161	4	delivery	delivery	NOUN
issue-1550	161	5	of	of	ADP
issue-1550	161	6	explanations	explanation	NOUN
issue-1550	161	7	should	should	AUX
issue-1550	161	8	reduce	reduce	VERB
issue-1550	161	9	customer	customer	NOUN
issue-1550	161	10	dissatisfaction	dissatisfaction	NOUN
issue-1550	161	11	.	.	PUNCT
issue-1550	162	1	the	the	DET
issue-1550	162	2	most	most	ADV
issue-1550	162	3	effective	effective	ADJ
issue-1550	162	4	explanations	explanation	NOUN
issue-1550	162	5	are	be	AUX
issue-1550	162	6	perceived	perceive	VERB
issue-1550	162	7	as	as	ADP
issue-1550	162	8	genuine	genuine	ADJ
issue-1550	162	9	,	,	PUNCT
issue-1550	162	10	sincere	sincere	ADJ
issue-1550	162	11	and	and	CCONJ
issue-1550	162	12	not	not	PART
issue-1550	162	13	manipulative	manipulative	ADJ
issue-1550	162	14	(	(	PUNCT
issue-1550	162	15	wilson	wilson	PROPN
issue-1550	162	16	,	,	PUNCT
issue-1550	162	17	bitner	bitner	NOUN
issue-1550	162	18	,	,	PUNCT
issue-1550	162	19	zeithaml	zeithaml	PROPN
issue-1550	162	20	&	&	CCONJ
issue-1550	162	21	gremler	gremler	NOUN
issue-1550	162	22	,	,	PUNCT
issue-1550	162	23	2012	2012	NUM
issue-1550	162	24	)	)	PUNCT
issue-1550	162	25	.	.	PUNCT
issue-1550	163	1	while	while	SCONJ
issue-1550	163	2	an	an	DET
issue-1550	163	3	explanation	explanation	NOUN
issue-1550	163	4	for	for	ADP
issue-1550	163	5	service	service	NOUN
issue-1550	163	6	failure	failure	NOUN
issue-1550	163	7	may	may	AUX
issue-1550	163	8	seem	seem	VERB
issue-1550	163	9	like	like	ADP
issue-1550	163	10	common	common	ADJ
issue-1550	163	11	sense	sense	NOUN
issue-1550	163	12	,	,	PUNCT
issue-1550	163	13	bradley	bradley	NOUN
issue-1550	163	14	and	and	CCONJ
issue-1550	163	15	sparks	spark	NOUN
issue-1550	163	16	(	(	PUNCT
issue-1550	163	17	2012:48	2012:48	NUM
issue-1550	163	18	)	)	PUNCT
issue-1550	163	19	caution	caution	NOUN
issue-1550	163	20	service	service	NOUN
issue-1550	163	21	managers	manager	NOUN
issue-1550	163	22	that	that	SCONJ
issue-1550	163	23	not	not	PART
issue-1550	163	24	all	all	DET
issue-1550	163	25	employees	employee	NOUN
issue-1550	163	26	provide	provide	VERB
issue-1550	163	27	an	an	DET
issue-1550	163	28	explanation	explanation	NOUN
issue-1550	163	29	.	.	PUNCT
issue-1550	164	1	as	as	ADP
issue-1550	164	2	a	a	DET
issue-1550	164	3	result	result	NOUN
issue-1550	164	4	,	,	PUNCT
issue-1550	164	5	managers	manager	NOUN
issue-1550	164	6	should	should	AUX
issue-1550	164	7	encourage	encourage	VERB
issue-1550	164	8	their	their	PRON
issue-1550	164	9	employees	employee	NOUN
issue-1550	164	10	to	to	PART
issue-1550	164	11	explain	explain	VERB
issue-1550	164	12	service	service	NOUN
issue-1550	164	13	errors	error	NOUN
issue-1550	164	14	because	because	SCONJ
issue-1550	164	15	explanation	explanation	NOUN
issue-1550	164	16	is	be	AUX
issue-1550	164	17	the	the	DET
issue-1550	164	18	most	most	ADV
issue-1550	164	19	important	important	ADJ
issue-1550	164	20	and	and	CCONJ
issue-1550	164	21	cost	cost	NOUN
issue-1550	164	22	-	-	PUNCT
issue-1550	164	23	effective	effective	ADJ
issue-1550	164	24	tool	tool	NOUN
issue-1550	164	25	for	for	ADP
issue-1550	164	26	restoring	restore	VERB
issue-1550	164	27	customer	customer	NOUN
issue-1550	164	28	happiness	happiness	NOUN
issue-1550	164	29	.	.	PUNCT
issue-1550	165	1	the	the	DET
issue-1550	165	2	explanation	explanation	NOUN
issue-1550	165	3	makes	make	VERB
issue-1550	165	4	customers	customer	NOUN
issue-1550	165	5	feel	feel	VERB
issue-1550	165	6	good	good	ADJ
issue-1550	165	7	because	because	SCONJ
issue-1550	165	8	it	it	PRON
issue-1550	165	9	helps	help	VERB
issue-1550	165	10	them	they	PRON
issue-1550	165	11	understand	understand	VERB
issue-1550	165	12	why	why	SCONJ
issue-1550	165	13	the	the	DET
issue-1550	165	14	service	service	NOUN
issue-1550	165	15	did	do	AUX
issue-1550	165	16	n't	not	PART
issue-1550	165	17	work	work	VERB
issue-1550	165	18	and	and	CCONJ
issue-1550	165	19	reduces	reduce	VERB
issue-1550	165	20	their	their	PRON
issue-1550	165	21	conclusions	conclusion	NOUN
issue-1550	165	22	about	about	ADP
issue-1550	165	23	the	the	DET
issue-1550	165	24	reasons	reason	NOUN
issue-1550	165	25	for	for	ADP
issue-1550	165	26	the	the	DET
issue-1550	165	27	breakdown	breakdown	NOUN
issue-1550	165	28	(	(	PUNCT
issue-1550	165	29	chern	chern	PROPN
issue-1550	165	30	&	&	CCONJ
issue-1550	165	31	hui	hui	PROPN
issue-1550	165	32	,	,	PUNCT
issue-1550	165	33	2011	2011	NUM
issue-1550	165	34	)	)	PUNCT
issue-1550	165	35	.	.	PUNCT
issue-1550	166	1	5	5	X
issue-1550	166	2	.	.	X
issue-1550	166	3	criteria	criterion	NOUN
issue-1550	166	4	or	or	CCONJ
issue-1550	166	5	considerations	consideration	NOUN
issue-1550	166	6	for	for	ADP
issue-1550	166	7	using	use	VERB
issue-1550	166	8	particular	particular	ADJ
issue-1550	166	9	service	service	NOUN
issue-1550	166	10	recovery	recovery	NOUN
issue-1550	166	11	tactics	tactic	NOUN
issue-1550	166	12	the	the	DET
issue-1550	166	13	effectiveness	effectiveness	NOUN
issue-1550	166	14	of	of	ADP
issue-1550	166	15	the	the	DET
issue-1550	166	16	service	service	NOUN
issue-1550	166	17	is	be	AUX
issue-1550	166	18	determined	determine	VERB
issue-1550	166	19	via	via	ADP
issue-1550	166	20	outcomes	outcome	NOUN
issue-1550	166	21	such	such	ADJ
issue-1550	166	22	as	as	ADP
issue-1550	166	23	customer	customer	NOUN
issue-1550	166	24	satisfaction	satisfaction	NOUN
issue-1550	166	25	,	,	PUNCT
issue-1550	166	26	loyalty	loyalty	NOUN
issue-1550	166	27	and	and	CCONJ
issue-1550	166	28	retention	retention	NOUN
issue-1550	166	29	(	(	PUNCT
issue-1550	166	30	miller	miller	PROPN
issue-1550	166	31	,	,	PUNCT
issue-1550	166	32	craighead	craighead	PROPN
issue-1550	166	33	&	&	CCONJ
issue-1550	166	34	karwan	karwan	PROPN
issue-1550	166	35	,	,	PUNCT
issue-1550	166	36	2000	2000	NUM
issue-1550	166	37	)	)	PUNCT
issue-1550	166	38	.	.	PUNCT
issue-1550	167	1	similarly	similarly	ADV
issue-1550	167	2	,	,	PUNCT
issue-1550	167	3	a	a	DET
issue-1550	167	4	great	great	ADJ
issue-1550	167	5	service	service	NOUN
issue-1550	167	6	recovery	recovery	NOUN
issue-1550	167	7	initiative	initiative	NOUN
issue-1550	167	8	will	will	AUX
issue-1550	167	9	create	create	VERB
issue-1550	167	10	consumers	consumer	NOUN
issue-1550	167	11	who	who	PRON
issue-1550	167	12	are	be	AUX
issue-1550	167	13	happy	happy	ADJ
issue-1550	167	14	,	,	PUNCT
issue-1550	167	15	content	content	ADJ
issue-1550	167	16	,	,	PUNCT
issue-1550	167	17	optimistic	optimistic	ADJ
issue-1550	167	18	,	,	PUNCT
issue-1550	167	19	satisfied	satisfied	ADJ
issue-1550	167	20	and	and	CCONJ
issue-1550	167	21	relieved	relieve	VERB
issue-1550	167	22	,	,	PUNCT
issue-1550	167	23	rather	rather	ADV
issue-1550	167	24	than	than	ADP
issue-1550	167	25	consumers	consumer	NOUN
issue-1550	167	26	who	who	PRON
issue-1550	167	27	got	get	VERB
issue-1550	167	28	nothing	nothing	PRON
issue-1550	167	29	for	for	ADP
issue-1550	167	30	the	the	DET
issue-1550	167	31	problems	problem	NOUN
issue-1550	167	32	or	or	CCONJ
issue-1550	167	33	failures	failure	NOUN
issue-1550	167	34	they	they	PRON
issue-1550	167	35	encountered	encounter	VERB
issue-1550	167	36	(	(	PUNCT
issue-1550	167	37	keefe	keefe	PROPN
issue-1550	167	38	,	,	PUNCT
issue-1550	167	39	russel	russel	PROPN
issue-1550	167	40	-	-	PUNCT
issue-1550	167	41	bennet	bennet	PROPN
issue-1550	167	42	&	&	CCONJ
issue-1550	167	43	tombs	tomb	NOUN
issue-1550	167	44	,	,	PUNCT
issue-1550	167	45	2007	2007	NUM
issue-1550	167	46	)	)	PUNCT
issue-1550	167	47	.	.	PUNCT
issue-1550	168	1	there	there	PRON
issue-1550	168	2	are	be	VERB
issue-1550	168	3	two	two	NUM
issue-1550	168	4	service	service	NOUN
issue-1550	168	5	failure	failure	NOUN
issue-1550	168	6	mitigation	mitigation	NOUN
issue-1550	168	7	strategies	strategy	NOUN
issue-1550	168	8	,	,	PUNCT
issue-1550	168	9	namely	namely	ADV
issue-1550	168	10	proactive	proactive	ADJ
issue-1550	168	11	and	and	CCONJ
issue-1550	168	12	reactive	reactive	ADJ
issue-1550	168	13	strategies	strategy	NOUN
issue-1550	168	14	.	.	PUNCT
issue-1550	169	1	proactive	proactive	ADJ
issue-1550	169	2	strategies	strategy	NOUN
issue-1550	169	3	are	be	AUX
issue-1550	169	4	used	use	VERB
issue-1550	169	5	before	before	SCONJ
issue-1550	169	6	a	a	DET
issue-1550	169	7	service	service	NOUN
issue-1550	169	8	failure	failure	NOUN
issue-1550	169	9	occurs	occur	VERB
issue-1550	169	10	,	,	PUNCT
issue-1550	169	11	while	while	SCONJ
issue-1550	169	12	reactive	reactive	ADJ
issue-1550	169	13	strategies	strategy	NOUN
issue-1550	169	14	are	be	AUX
issue-1550	169	15	used	use	VERB
issue-1550	169	16	after	after	ADP
issue-1550	169	17	a	a	DET
issue-1550	169	18	service	service	NOUN
issue-1550	169	19	failure	failure	NOUN
issue-1550	169	20	.	.	PUNCT
issue-1550	170	1	proactive	proactive	ADJ
issue-1550	170	2	strategies	strategy	NOUN
issue-1550	170	3	include	include	VERB
issue-1550	170	4	offering	offer	VERB
issue-1550	170	5	assurances	assurance	NOUN
issue-1550	170	6	of	of	ADP
issue-1550	170	7	service	service	NOUN
issue-1550	170	8	quality	quality	NOUN
issue-1550	170	9	and	and	CCONJ
issue-1550	170	10	efforts	effort	NOUN
issue-1550	170	11	to	to	PART
issue-1550	170	12	build	build	VERB
issue-1550	170	13	rapport	rapport	NOUN
issue-1550	170	14	between	between	ADP
issue-1550	170	15	the	the	DET
issue-1550	170	16	service	service	NOUN
issue-1550	170	17	provider	provider	NOUN
issue-1550	170	18	and	and	CCONJ
issue-1550	170	19	the	the	DET
issue-1550	170	20	client	client	NOUN
issue-1550	170	21	,	,	PUNCT
issue-1550	170	22	while	while	SCONJ
issue-1550	170	23	reactive	reactive	ADJ
issue-1550	170	24	strategies	strategy	NOUN
issue-1550	170	25	may	may	AUX
issue-1550	170	26	include	include	VERB
issue-1550	170	27	offering	offer	VERB
issue-1550	170	28	apologies	apology	NOUN
issue-1550	170	29	,	,	PUNCT
issue-1550	170	30	explanations	explanation	NOUN
issue-1550	170	31	,	,	PUNCT
issue-1550	170	32	and	and	CCONJ
issue-1550	170	33	compensation	compensation	NOUN
issue-1550	170	34	after	after	ADP
issue-1550	170	35	a	a	DET
issue-1550	170	36	service	service	NOUN
issue-1550	170	37	failure	failure	NOUN
issue-1550	170	38	(	(	PUNCT
issue-1550	170	39	worsfold	worsfold	ADJ
issue-1550	170	40	,	,	PUNCT
issue-1550	170	41	worsfold	worsfold	PROPN
issue-1550	170	42	&	&	CCONJ
issue-1550	170	43	bradley	bradley	PROPN
issue-1550	170	44	,	,	PUNCT
issue-1550	170	45	2007	2007	NUM
issue-1550	170	46	)	)	PUNCT
issue-1550	170	47	.	.	PUNCT
issue-1550	171	1	some	some	DET
issue-1550	171	2	service	service	NOUN
issue-1550	171	3	recovery	recovery	NOUN
issue-1550	171	4	strategies	strategy	NOUN
issue-1550	171	5	include	include	VERB
issue-1550	171	6	apologizing	apologize	VERB
issue-1550	171	7	(	(	PUNCT
issue-1550	171	8	acknowledging	acknowledge	VERB
issue-1550	171	9	the	the	DET
issue-1550	171	10	problem	problem	NOUN
issue-1550	171	11	)	)	PUNCT
issue-1550	171	12	,	,	PUNCT
issue-1550	171	13	helping	help	VERB
issue-1550	171	14	(	(	PUNCT
issue-1550	171	15	fixing	fix	VERB
issue-1550	171	16	the	the	DET
issue-1550	171	17	problem	problem	NOUN
issue-1550	171	18	)	)	PUNCT
issue-1550	171	19	,	,	PUNCT
issue-1550	171	20	and	and	CCONJ
issue-1550	171	21	compensating	compensate	VERB
issue-1550	171	22	(	(	PUNCT
issue-1550	171	23	paying	pay	VERB
issue-1550	171	24	the	the	DET
issue-1550	171	25	cost	cost	NOUN
issue-1550	171	26	of	of	ADP
issue-1550	171	27	the	the	DET
issue-1550	171	28	problem	problem	NOUN
issue-1550	171	29	)	)	PUNCT
issue-1550	171	30	.	.	PUNCT
issue-1550	172	1	the	the	DET
issue-1550	172	2	challenge	challenge	NOUN
issue-1550	172	3	for	for	ADP
issue-1550	172	4	service	service	NOUN
issue-1550	172	5	providers	provider	NOUN
issue-1550	172	6	is	be	AUX
issue-1550	172	7	to	to	PART
issue-1550	172	8	better	well	ADV
issue-1550	172	9	understand	understand	VERB
issue-1550	172	10	which	which	DET
issue-1550	172	11	recovery	recovery	NOUN
issue-1550	172	12	strategy	strategy	NOUN
issue-1550	172	13	would	would	AUX
issue-1550	172	14	be	be	AUX
issue-1550	172	15	ideal	ideal	ADJ
issue-1550	172	16	in	in	ADP
issue-1550	172	17	a	a	DET
issue-1550	172	18	particular	particular	ADJ
issue-1550	172	19	situation	situation	NOUN
issue-1550	172	20	(	(	PUNCT
issue-1550	172	21	levesque	levesque	PROPN
issue-1550	172	22	&	&	CCONJ
issue-1550	172	23	mcdougall	mcdougall	PROPN
issue-1550	172	24	,	,	PUNCT
issue-1550	172	25	2000	2000	NUM
issue-1550	172	26	)	)	PUNCT
issue-1550	172	27	.	.	PUNCT
issue-1550	173	1	for	for	ADP
issue-1550	173	2	example	example	NOUN
issue-1550	173	3	,	,	PUNCT
issue-1550	173	4	service	service	NOUN
issue-1550	173	5	failure	failure	NOUN
issue-1550	173	6	caused	cause	VERB
issue-1550	173	7	by	by	ADP
issue-1550	173	8	unfriendly	unfriendly	ADJ
issue-1550	173	9	service	service	NOUN
issue-1550	173	10	is	be	AUX
issue-1550	173	11	more	more	ADJ
issue-1550	173	12	of	of	ADP
issue-1550	173	13	a	a	DET
issue-1550	173	14	psychological	psychological	ADJ
issue-1550	173	15	factor	factor	NOUN
issue-1550	173	16	,	,	PUNCT
issue-1550	173	17	so	so	SCONJ
issue-1550	173	18	efforts	effort	NOUN
issue-1550	173	19	to	to	PART
issue-1550	173	20	restore	restore	VERB
issue-1550	173	21	service	service	NOUN
issue-1550	173	22	,	,	PUNCT
issue-1550	173	23	such	such	ADJ
issue-1550	173	24	as	as	ADP
issue-1550	173	25	providing	provide	VERB
issue-1550	173	26	money	money	NOUN
issue-1550	173	27	,	,	PUNCT
issue-1550	173	28	may	may	AUX
issue-1550	173	29	be	be	AUX
issue-1550	173	30	inappropriate	inappropriate	ADJ
issue-1550	173	31	and	and	CCONJ
issue-1550	173	32	fatal	fatal	ADJ
issue-1550	173	33	to	to	ADP
issue-1550	173	34	the	the	DET
issue-1550	173	35	service	service	NOUN
issue-1550	173	36	provider	provider	NOUN
issue-1550	173	37	,	,	PUNCT
issue-1550	173	38	since	since	SCONJ
issue-1550	173	39	in	in	ADP
issue-1550	173	40	such	such	DET
issue-1550	173	41	a	a	DET
issue-1550	173	42	scenario	scenario	NOUN
issue-1550	173	43	the	the	DET
issue-1550	173	44	customer	customer	NOUN
issue-1550	173	45	would	would	AUX
issue-1550	173	46	expect	expect	VERB
issue-1550	173	47	an	an	DET
issue-1550	173	48	apology	apology	NOUN
issue-1550	173	49	and	and	CCONJ
issue-1550	173	50	an	an	DET
issue-1550	173	51	admission	admission	NOUN
issue-1550	173	52	of	of	ADP
issue-1550	173	53	responsibility	responsibility	NOUN
issue-1550	173	54	for	for	ADP
issue-1550	173	55	the	the	DET
issue-1550	173	56	service	service	NOUN
issue-1550	173	57	failure	failure	NOUN
issue-1550	173	58	(	(	PUNCT
issue-1550	173	59	siagian	siagian	PROPN
issue-1550	173	60	&	&	CCONJ
issue-1550	173	61	triyowati	triyowati	NUM
issue-1550	173	62	,	,	PUNCT
issue-1550	173	63	2015	2015	NUM
issue-1550	173	64	)	)	PUNCT
issue-1550	173	65	.	.	PUNCT
issue-1550	174	1	6	6	X
issue-1550	174	2	.	.	X
issue-1550	174	3	discussion	discussion	NOUN
issue-1550	174	4	6.1	6.1	NUM
issue-1550	174	5	a	a	DET
issue-1550	174	6	hybrid	hybrid	ADJ
issue-1550	174	7	approach	approach	NOUN
issue-1550	174	8	to	to	ADP
issue-1550	174	9	service	service	NOUN
issue-1550	174	10	recovery	recovery	NOUN
issue-1550	174	11	service	service	NOUN
issue-1550	174	12	failures	failure	NOUN
issue-1550	174	13	inevitably	inevitably	ADV
issue-1550	174	14	occur	occur	VERB
issue-1550	174	15	throughout	throughout	ADP
issue-1550	174	16	the	the	DET
issue-1550	174	17	life	life	NOUN
issue-1550	174	18	cycle	cycle	NOUN
issue-1550	174	19	,	,	PUNCT
issue-1550	174	20	and	and	CCONJ
issue-1550	174	21	any	any	DET
issue-1550	174	22	effort	effort	NOUN
issue-1550	174	23	to	to	PART
issue-1550	174	24	prevent	prevent	VERB
issue-1550	174	25	them	they	PRON
issue-1550	174	26	may	may	AUX
issue-1550	174	27	be	be	AUX
issue-1550	174	28	futile	futile	ADJ
issue-1550	174	29	.	.	PUNCT
issue-1550	175	1	however	however	ADV
issue-1550	175	2	,	,	PUNCT
issue-1550	175	3	service	service	NOUN
issue-1550	175	4	providers	provider	NOUN
issue-1550	175	5	have	have	VERB
issue-1550	175	6	a	a	DET
issue-1550	175	7	second	second	ADJ
issue-1550	175	8	chance	chance	NOUN
issue-1550	175	9	to	to	PART
issue-1550	175	10	fix	fix	VERB
issue-1550	175	11	the	the	DET
issue-1550	175	12	situation	situation	NOUN
issue-1550	175	13	with	with	ADP
issue-1550	175	14	service	service	NOUN
issue-1550	175	15	recovery	recovery	NOUN
issue-1550	175	16	.	.	PUNCT
issue-1550	176	1	thus	thus	ADV
issue-1550	176	2	,	,	PUNCT
issue-1550	176	3	the	the	DET
issue-1550	176	4	use	use	NOUN
issue-1550	176	5	of	of	ADP
issue-1550	176	6	service	service	NOUN
issue-1550	176	7	recovery	recovery	NOUN
issue-1550	176	8	strategies	strategy	NOUN
issue-1550	176	9	like	like	ADP
issue-1550	176	10	an	an	DET
issue-1550	176	11	apology	apology	NOUN
issue-1550	176	12	,	,	PUNCT
issue-1550	176	13	explanation	explanation	NOUN
issue-1550	176	14	,	,	PUNCT
issue-1550	176	15	compensation	compensation	NOUN
issue-1550	176	16	,	,	PUNCT
issue-1550	176	17	speed	speed	NOUN
issue-1550	176	18	and	and	CCONJ
issue-1550	176	19	empowerment	empowerment	NOUN
issue-1550	176	20	can	can	AUX
issue-1550	176	21	help	help	VERB
issue-1550	176	22	the	the	DET
issue-1550	176	23	organization	organization	NOUN
issue-1550	176	24	to	to	PART
issue-1550	176	25	restore	restore	VERB
issue-1550	176	26	customer	customer	NOUN
issue-1550	176	27	confidence	confidence	NOUN
issue-1550	176	28	and	and	CCONJ
issue-1550	176	29	pacify	pacify	VERB
issue-1550	176	30	the	the	DET
issue-1550	176	31	angry	angry	ADJ
issue-1550	176	32	customer	customer	NOUN
issue-1550	176	33	.	.	PUNCT
issue-1550	177	1	the	the	DET
issue-1550	177	2	challenge	challenge	NOUN
issue-1550	177	3	businesses	business	NOUN
issue-1550	177	4	face	face	VERB
issue-1550	177	5	is	be	AUX
issue-1550	177	6	how	how	SCONJ
issue-1550	177	7	to	to	PART
issue-1550	177	8	adapt	adapt	VERB
issue-1550	177	9	to	to	ADP
issue-1550	177	10	a	a	DET
issue-1550	177	11	changing	change	VERB
issue-1550	177	12	business	business	NOUN
issue-1550	177	13	environment	environment	NOUN
issue-1550	177	14	where	where	SCONJ
issue-1550	177	15	physical	physical	ADJ
issue-1550	177	16	interaction	interaction	NOUN
issue-1550	177	17	or	or	CCONJ
issue-1550	177	18	customer	customer	NOUN
issue-1550	177	19	contact	contact	NOUN
issue-1550	177	20	is	be	AUX
issue-1550	177	21	becoming	become	VERB
issue-1550	177	22	less	less	ADV
issue-1550	177	23	and	and	CCONJ
issue-1550	177	24	less	less	ADV
issue-1550	177	25	desirable	desirable	ADJ
issue-1550	177	26	.	.	PUNCT
issue-1550	178	1	the	the	DET
issue-1550	178	2	reality	reality	NOUN
issue-1550	178	3	is	be	AUX
issue-1550	178	4	that	that	SCONJ
issue-1550	178	5	customer	customer	NOUN
issue-1550	178	6	contact	contact	NOUN
issue-1550	178	7	norms	norm	NOUN
issue-1550	178	8	are	be	AUX
issue-1550	178	9	changing	change	VERB
issue-1550	178	10	in	in	ADP
issue-1550	178	11	today	today	NOUN
issue-1550	178	12	's	's	PART
issue-1550	178	13	digital	digital	ADJ
issue-1550	178	14	world	world	NOUN
issue-1550	178	15	.	.	PUNCT
issue-1550	179	1	therefore	therefore	ADV
issue-1550	179	2	,	,	PUNCT
issue-1550	179	3	organizations	organization	NOUN
issue-1550	179	4	must	must	AUX
issue-1550	179	5	identify	identify	VERB
issue-1550	179	6	and	and	CCONJ
issue-1550	179	7	adapt	adapt	VERB
issue-1550	179	8	to	to	ADP
issue-1550	179	9	this	this	DET
issue-1550	179	10	new	new	ADJ
issue-1550	179	11	dynamic	dynamic	NOUN
issue-1550	179	12	in	in	ADP
issue-1550	179	13	order	order	NOUN
issue-1550	179	14	to	to	PART
issue-1550	179	15	continue	continue	VERB
issue-1550	179	16	to	to	PART
issue-1550	179	17	attract	attract	VERB
issue-1550	179	18	and	and	CCONJ
issue-1550	179	19	retain	retain	VERB
issue-1550	179	20	customers	customer	NOUN
issue-1550	179	21	.	.	PUNCT
issue-1550	180	1	businesses	business	NOUN
issue-1550	180	2	and	and	CCONJ
issue-1550	180	3	their	their	PRON
issue-1550	180	4	customers	customer	NOUN
issue-1550	180	5	are	be	AUX
issue-1550	180	6	rapidly	rapidly	ADV
issue-1550	180	7	adopting	adopt	VERB
issue-1550	180	8	technology	technology	NOUN
issue-1550	180	9	.	.	PUNCT
issue-1550	181	1	significant	significant	ADJ
issue-1550	181	2	technology	technology	NOUN
issue-1550	181	3	trends	trend	NOUN
issue-1550	181	4	include	include	VERB
issue-1550	181	5	social	social	ADJ
issue-1550	181	6	media	medium	NOUN
issue-1550	181	7	,	,	PUNCT
issue-1550	181	8	mobile	mobile	ADJ
issue-1550	181	9	computing	computing	NOUN
issue-1550	181	10	,	,	PUNCT
issue-1550	181	11	analytics	analytic	NOUN
issue-1550	181	12	and	and	CCONJ
issue-1550	181	13	cloud	cloud	NOUN
issue-1550	181	14	computing	computing	NOUN
issue-1550	181	15	.	.	PUNCT
issue-1550	182	1	even	even	ADV
issue-1550	182	2	when	when	SCONJ
issue-1550	182	3	considered	consider	VERB
issue-1550	182	4	separately	separately	ADV
issue-1550	182	5	,	,	PUNCT
issue-1550	182	6	they	they	PRON
issue-1550	182	7	have	have	VERB
issue-1550	182	8	a	a	DET
issue-1550	182	9	significant	significant	ADJ
issue-1550	182	10	impact	impact	NOUN
issue-1550	182	11	on	on	ADP
issue-1550	182	12	the	the	DET
issue-1550	182	13	customer	customer	NOUN
issue-1550	182	14	experience	experience	NOUN
issue-1550	182	15	.	.	PUNCT
issue-1550	183	1	moreover	moreover	ADV
issue-1550	183	2	,	,	PUNCT
issue-1550	183	3	taken	take	VERB
issue-1550	183	4	together	together	ADV
issue-1550	183	5	,	,	PUNCT
issue-1550	183	6	these	these	DET
issue-1550	183	7	digital	digital	ADJ
issue-1550	183	8	changes	change	NOUN
issue-1550	183	9	are	be	AUX
issue-1550	183	10	extremely	extremely	ADV
issue-1550	183	11	disruptive	disruptive	ADJ
issue-1550	183	12	,	,	PUNCT
issue-1550	183	13	creating	create	VERB
issue-1550	183	14	both	both	CCONJ
issue-1550	183	15	opportunities	opportunity	NOUN
issue-1550	183	16	and	and	CCONJ
issue-1550	183	17	risks	risk	NOUN
issue-1550	183	18	for	for	ADP
issue-1550	183	19	businesses	business	NOUN
issue-1550	183	20	(	(	PUNCT
issue-1550	183	21	deloite	deloite	VERB
issue-1550	183	22	,	,	PUNCT
issue-1550	183	23	2013	2013	NUM
issue-1550	183	24	)	)	PUNCT
issue-1550	183	25	.	.	PUNCT
issue-1550	184	1	thus	thus	ADV
issue-1550	184	2	,	,	PUNCT
issue-1550	184	3	it	it	PRON
issue-1550	184	4	is	be	AUX
issue-1550	184	5	becoming	become	VERB
issue-1550	184	6	increasingly	increasingly	ADV
issue-1550	184	7	clear	clear	ADJ
issue-1550	184	8	that	that	SCONJ
issue-1550	184	9	technological	technological	ADJ
issue-1550	184	10	advances	advance	NOUN
issue-1550	184	11	and	and	CCONJ
issue-1550	184	12	innovations	innovation	NOUN
issue-1550	184	13	will	will	AUX
issue-1550	184	14	continue	continue	VERB
issue-1550	184	15	to	to	PART
issue-1550	184	16	be	be	AUX
issue-1550	184	17	important	important	ADJ
issue-1550	184	18	in	in	ADP
issue-1550	184	19	customer	customer	NOUN
issue-1550	184	20	-	-	PUNCT
issue-1550	184	21	firm	firm	NOUN
issue-1550	184	22	interactions	interaction	NOUN
issue-1550	184	23	.	.	PUNCT
issue-1550	185	1	these	these	DET
issue-1550	185	2	technological	technological	ADJ
issue-1550	185	3	exchanges	exchange	NOUN
issue-1550	185	4	are	be	AUX
issue-1550	185	5	predicted	predict	VERB
issue-1550	185	6	to	to	PART
issue-1550	185	7	become	become	VERB
issue-1550	185	8	an	an	DET
issue-1550	185	9	important	important	ADJ
issue-1550	185	10	criterion	criterion	NOUN
issue-1550	185	11	for	for	ADP
issue-1550	185	12	long	long	ADJ
issue-1550	185	13	-	-	PUNCT
issue-1550	185	14	term	term	NOUN
issue-1550	185	15	corporate	corporate	ADJ
issue-1550	185	16	success	success	NOUN
issue-1550	185	17	(	(	PUNCT
issue-1550	185	18	meuter	meuter	NOUN
issue-1550	185	19	,	,	PUNCT
issue-1550	185	20	ostrom	ostrom	PROPN
issue-1550	185	21	,	,	PUNCT
issue-1550	185	22	roundtree	roundtree	PROPN
issue-1550	185	23	&	&	CCONJ
issue-1550	185	24	bitner	bitner	PROPN
issue-1550	185	25	,	,	PUNCT
issue-1550	185	26	2000	2000	NUM
issue-1550	185	27	)	)	PUNCT
issue-1550	185	28	.	.	PUNCT
issue-1550	186	1	clow	clow	PROPN
issue-1550	186	2	and	and	CCONJ
issue-1550	186	3	baack	baack	NOUN
issue-1550	186	4	(	(	PUNCT
issue-1550	186	5	2018	2018	NUM
issue-1550	186	6	)	)	PUNCT
issue-1550	186	7	believe	believe	VERB
issue-1550	186	8	that	that	SCONJ
issue-1550	186	9	evolving	evolve	VERB
issue-1550	186	10	technology	technology	NOUN
issue-1550	186	11	has	have	AUX
issue-1550	186	12	changed	change	VERB
issue-1550	186	13	the	the	DET
issue-1550	186	14	way	way	NOUN
issue-1550	186	15	brands	brand	NOUN
issue-1550	186	16	and	and	CCONJ
issue-1550	186	17	companies	company	NOUN
issue-1550	186	18	are	be	AUX
issue-1550	186	19	influenced	influence	VERB
issue-1550	186	20	.	.	PUNCT
issue-1550	187	1	a	a	DET
issue-1550	187	2	customer	customer	NOUN
issue-1550	187	3	facing	face	VERB
issue-1550	187	4	a	a	DET
issue-1550	187	5	service	service	NOUN
issue-1550	187	6	failure	failure	NOUN
issue-1550	187	7	is	be	AUX
issue-1550	187	8	not	not	PART
issue-1550	187	9	limited	limit	VERB
issue-1550	187	10	to	to	ADP
issue-1550	187	11	telling	tell	VERB
issue-1550	187	12	family	family	NOUN
issue-1550	187	13	and	and	CCONJ
issue-1550	187	14	friends	friend	NOUN
issue-1550	187	15	about	about	ADP
issue-1550	187	16	it	it	PRON
issue-1550	187	17	.	.	PUNCT
issue-1550	188	1	such	such	DET
issue-1550	188	2	a	a	DET
issue-1550	188	3	customer	customer	NOUN
issue-1550	188	4	can	can	AUX
issue-1550	188	5	use	use	VERB
issue-1550	188	6	social	social	ADJ
issue-1550	188	7	media	medium	NOUN
issue-1550	188	8	and	and	CCONJ
issue-1550	188	9	instantly	instantly	ADV
issue-1550	188	10	be	be	AUX
issue-1550	188	11	heard	hear	VERB
issue-1550	188	12	by	by	ADP
issue-1550	188	13	many	many	ADJ
issue-1550	188	14	customers	customer	NOUN
issue-1550	188	15	in	in	ADP
issue-1550	188	16	a	a	DET
issue-1550	188	17	short	short	ADJ
issue-1550	188	18	period	period	NOUN
issue-1550	188	19	of	of	ADP
issue-1550	188	20	time	time	NOUN
issue-1550	188	21	.	.	PUNCT
issue-1550	189	1	baltic	baltic	PROPN
issue-1550	189	2	journal	journal	PROPN
issue-1550	189	3	of	of	ADP
issue-1550	189	4	economic	economic	ADJ
issue-1550	189	5	studies	study	NOUN
issue-1550	189	6	7	7	NUM
issue-1550	189	7	vol	vol	NOUN
issue-1550	189	8	.	.	PROPN
issue-1550	190	1	7	7	NUM
issue-1550	190	2	no	no	NOUN
issue-1550	190	3	.	.	NOUN
issue-1550	190	4	5	5	NUM
issue-1550	190	5	,	,	PUNCT
issue-1550	190	6	2021	2021	NUM
issue-1550	190	7	however	however	ADV
issue-1550	190	8	,	,	PUNCT
issue-1550	190	9	organizations	organization	NOUN
issue-1550	190	10	are	be	AUX
issue-1550	190	11	lucky	lucky	ADJ
issue-1550	190	12	because	because	SCONJ
issue-1550	190	13	they	they	PRON
issue-1550	190	14	can	can	AUX
issue-1550	190	15	use	use	VERB
issue-1550	190	16	the	the	DET
issue-1550	190	17	same	same	ADJ
issue-1550	190	18	technology	technology	NOUN
issue-1550	190	19	to	to	PART
issue-1550	190	20	interact	interact	VERB
issue-1550	190	21	with	with	ADP
issue-1550	190	22	customers	customer	NOUN
issue-1550	190	23	and	and	CCONJ
issue-1550	190	24	stimulate	stimulate	VERB
issue-1550	190	25	positive	positive	ADJ
issue-1550	190	26	word	word	NOUN
issue-1550	190	27	-	-	PUNCT
issue-1550	190	28	of	of	ADP
issue-1550	190	29	-	-	PUNCT
issue-1550	190	30	mouth	mouth	NOUN
issue-1550	190	31	.	.	PUNCT
issue-1550	191	1	therefore	therefore	ADV
issue-1550	191	2	,	,	PUNCT
issue-1550	191	3	businesses	business	NOUN
issue-1550	191	4	should	should	AUX
issue-1550	191	5	consider	consider	VERB
issue-1550	191	6	using	use	VERB
issue-1550	191	7	available	available	ADJ
issue-1550	191	8	digital	digital	ADJ
issue-1550	191	9	platforms	platform	NOUN
issue-1550	191	10	.	.	PUNCT
issue-1550	192	1	for	for	ADP
issue-1550	192	2	example	example	NOUN
issue-1550	192	3	,	,	PUNCT
issue-1550	192	4	social	social	ADJ
issue-1550	192	5	media	medium	NOUN
issue-1550	192	6	offers	offer	VERB
issue-1550	192	7	opportunities	opportunity	NOUN
issue-1550	192	8	for	for	ADP
issue-1550	192	9	two	two	NUM
issue-1550	192	10	-	-	PUNCT
issue-1550	192	11	way	way	NOUN
issue-1550	192	12	communication	communication	NOUN
issue-1550	192	13	with	with	ADP
issue-1550	192	14	consumers	consumer	NOUN
issue-1550	192	15	in	in	ADP
issue-1550	192	16	their	their	PRON
issue-1550	192	17	homes	home	NOUN
issue-1550	192	18	or	or	CCONJ
issue-1550	192	19	other	other	ADJ
issue-1550	192	20	places	place	NOUN
issue-1550	192	21	of	of	ADP
issue-1550	192	22	employment	employment	NOUN
issue-1550	192	23	.	.	PUNCT
issue-1550	193	1	integrating	integrate	VERB
issue-1550	193	2	technology	technology	NOUN
issue-1550	193	3	and	and	CCONJ
issue-1550	193	4	digital	digital	ADJ
issue-1550	193	5	connectivity	connectivity	NOUN
issue-1550	193	6	into	into	ADP
issue-1550	193	7	service	service	NOUN
issue-1550	193	8	recovery	recovery	NOUN
issue-1550	193	9	strategies	strategy	NOUN
issue-1550	193	10	will	will	AUX
issue-1550	193	11	expand	expand	VERB
issue-1550	193	12	access	access	NOUN
issue-1550	193	13	to	to	ADP
issue-1550	193	14	corporate	corporate	ADJ
issue-1550	193	15	facilities	facility	NOUN
issue-1550	193	16	.	.	PUNCT
issue-1550	194	1	as	as	SCONJ
issue-1550	194	2	digital	digital	ADJ
issue-1550	194	3	interactions	interaction	NOUN
issue-1550	194	4	with	with	ADP
issue-1550	194	5	companies	company	NOUN
issue-1550	194	6	and	and	CCONJ
issue-1550	194	7	stores	store	NOUN
issue-1550	194	8	expand	expand	VERB
issue-1550	194	9	,	,	PUNCT
issue-1550	194	10	consumers	consumer	NOUN
issue-1550	194	11	expect	expect	VERB
issue-1550	194	12	to	to	PART
issue-1550	194	13	be	be	AUX
issue-1550	194	14	served	serve	VERB
issue-1550	194	15	24	24	NUM
issue-1550	194	16	hours	hour	NOUN
issue-1550	194	17	a	a	DET
issue-1550	194	18	day	day	NOUN
issue-1550	194	19	,	,	PUNCT
issue-1550	194	20	seven	seven	NUM
issue-1550	194	21	days	day	NOUN
issue-1550	194	22	a	a	DET
issue-1550	194	23	week	week	NOUN
issue-1550	194	24	.	.	PUNCT
issue-1550	195	1	in	in	ADP
issue-1550	195	2	circumstances	circumstance	NOUN
issue-1550	195	3	where	where	SCONJ
issue-1550	195	4	the	the	DET
issue-1550	195	5	consumers	consumer	NOUN
issue-1550	195	6	are	be	AUX
issue-1550	195	7	trying	try	VERB
issue-1550	195	8	to	to	PART
issue-1550	195	9	get	get	VERB
issue-1550	195	10	help	help	NOUN
issue-1550	195	11	with	with	ADP
issue-1550	195	12	difficulties	difficulty	NOUN
issue-1550	195	13	on	on	ADP
issue-1550	195	14	the	the	DET
issue-1550	195	15	site	site	NOUN
issue-1550	195	16	,	,	PUNCT
issue-1550	195	17	they	they	PRON
issue-1550	195	18	may	may	AUX
issue-1550	195	19	be	be	AUX
issue-1550	195	20	turned	turn	VERB
issue-1550	195	21	off	off	ADP
issue-1550	195	22	and	and	CCONJ
issue-1550	195	23	leave	leave	VERB
issue-1550	195	24	the	the	DET
issue-1550	195	25	sale	sale	NOUN
issue-1550	195	26	entirely	entirely	ADV
issue-1550	195	27	if	if	SCONJ
issue-1550	195	28	they	they	PRON
issue-1550	195	29	do	do	AUX
issue-1550	195	30	not	not	PART
issue-1550	195	31	get	get	VERB
issue-1550	195	32	prompt	prompt	ADJ
issue-1550	195	33	help	help	NOUN
issue-1550	195	34	.	.	PUNCT
issue-1550	196	1	all	all	DET
issue-1550	196	2	types	type	NOUN
issue-1550	196	3	of	of	ADP
issue-1550	196	4	organizations	organization	NOUN
issue-1550	196	5	,	,	PUNCT
issue-1550	196	6	including	include	VERB
issue-1550	196	7	retailers	retailer	NOUN
issue-1550	196	8	and	and	CCONJ
issue-1550	196	9	service	service	NOUN
issue-1550	196	10	providers	provider	NOUN
issue-1550	196	11	,	,	PUNCT
issue-1550	196	12	should	should	AUX
issue-1550	196	13	have	have	VERB
issue-1550	196	14	an	an	DET
issue-1550	196	15	employee	employee	NOUN
issue-1550	196	16	on	on	ADP
issue-1550	196	17	call	call	NOUN
issue-1550	196	18	to	to	PART
issue-1550	196	19	handle	handle	VERB
issue-1550	196	20	issues	issue	NOUN
issue-1550	196	21	after	after	ADP
issue-1550	196	22	hours	hour	NOUN
issue-1550	196	23	.	.	PUNCT
issue-1550	197	1	customer	customer	NOUN
issue-1550	197	2	support	support	NOUN
issue-1550	197	3	should	should	AUX
issue-1550	197	4	be	be	AUX
issue-1550	197	5	available	available	ADJ
issue-1550	197	6	around	around	ADP
issue-1550	197	7	the	the	DET
issue-1550	197	8	clock	clock	NOUN
issue-1550	197	9	because	because	SCONJ
issue-1550	197	10	they	they	PRON
issue-1550	197	11	work	work	VERB
issue-1550	197	12	the	the	DET
issue-1550	197	13	same	same	ADJ
issue-1550	197	14	way	way	NOUN
issue-1550	197	15	.	.	PUNCT
issue-1550	198	1	“	"	PUNCT
issue-1550	198	2	anything	anything	PRON
issue-1550	198	3	that	that	PRON
issue-1550	198	4	brands	brand	NOUN
issue-1550	198	5	deliver	deliver	VERB
issue-1550	198	6	to	to	ADP
issue-1550	198	7	customers	customer	NOUN
issue-1550	198	8	today	today	NOUN
issue-1550	198	9	,	,	PUNCT
issue-1550	198	10	especially	especially	ADV
issue-1550	198	11	digital	digital	ADJ
issue-1550	198	12	services	service	NOUN
issue-1550	198	13	,	,	PUNCT
issue-1550	198	14	should	should	AUX
issue-1550	198	15	be	be	AUX
issue-1550	198	16	available	available	ADJ
issue-1550	198	17	24	24	NUM
issue-1550	198	18	hours	hour	NOUN
issue-1550	198	19	a	a	DET
issue-1550	198	20	day	day	NOUN
issue-1550	198	21	,	,	PUNCT
issue-1550	198	22	seven	seven	NUM
issue-1550	198	23	days	day	NOUN
issue-1550	198	24	a	a	DET
issue-1550	198	25	week	week	NOUN
issue-1550	198	26	”	"	PUNCT
issue-1550	198	27	(	(	PUNCT
issue-1550	198	28	ludwig	ludwig	PROPN
issue-1550	198	29	,	,	PUNCT
issue-1550	198	30	2021	2021	NUM
issue-1550	198	31	)	)	PUNCT
issue-1550	198	32	.	.	PUNCT
issue-1550	199	1	people	people	NOUN
issue-1550	199	2	communicate	communicate	VERB
issue-1550	199	3	with	with	ADP
issue-1550	199	4	organizations	organization	NOUN
issue-1550	199	5	through	through	ADP
issue-1550	199	6	a	a	DET
issue-1550	199	7	variety	variety	NOUN
issue-1550	199	8	of	of	ADP
issue-1550	199	9	digital	digital	ADJ
issue-1550	199	10	mediums	medium	NOUN
issue-1550	199	11	,	,	PUNCT
issue-1550	199	12	such	such	ADJ
issue-1550	199	13	as	as	ADP
issue-1550	199	14	websites	website	NOUN
issue-1550	199	15	,	,	PUNCT
issue-1550	199	16	review	review	NOUN
issue-1550	199	17	sites	site	NOUN
issue-1550	199	18	,	,	PUNCT
issue-1550	199	19	social	social	ADJ
issue-1550	199	20	media	medium	NOUN
issue-1550	199	21	,	,	PUNCT
issue-1550	199	22	and	and	CCONJ
issue-1550	199	23	so	so	ADV
issue-1550	199	24	on	on	ADV
issue-1550	199	25	,	,	PUNCT
issue-1550	199	26	which	which	PRON
issue-1550	199	27	requires	require	VERB
issue-1550	199	28	a	a	DET
issue-1550	199	29	multi	multi	ADJ
issue-1550	199	30	-	-	ADJ
issue-1550	199	31	channel	channel	ADJ
issue-1550	199	32	customer	customer	NOUN
issue-1550	199	33	experience	experience	NOUN
issue-1550	199	34	.	.	PUNCT
issue-1550	200	1	businesses	business	NOUN
issue-1550	200	2	can	can	AUX
issue-1550	200	3	synchronize	synchronize	VERB
issue-1550	200	4	communication	communication	NOUN
issue-1550	200	5	with	with	ADP
issue-1550	200	6	customers	customer	NOUN
issue-1550	200	7	across	across	ADP
issue-1550	200	8	channels	channel	NOUN
issue-1550	200	9	using	use	VERB
issue-1550	200	10	multichannel	multichannel	ADJ
issue-1550	200	11	customer	customer	NOUN
issue-1550	200	12	service	service	NOUN
issue-1550	200	13	technologies	technology	NOUN
issue-1550	200	14	.	.	PUNCT
issue-1550	201	1	this	this	PRON
issue-1550	201	2	leads	lead	VERB
issue-1550	201	3	to	to	ADP
issue-1550	201	4	more	more	ADV
issue-1550	201	5	consistent	consistent	ADJ
issue-1550	201	6	contact	contact	NOUN
issue-1550	201	7	between	between	ADP
issue-1550	201	8	consumers	consumer	NOUN
issue-1550	201	9	and	and	CCONJ
issue-1550	201	10	customer	customer	NOUN
issue-1550	201	11	service	service	NOUN
issue-1550	201	12	representatives	representative	NOUN
issue-1550	201	13	(	(	PUNCT
issue-1550	201	14	rodela	rodela	NOUN
issue-1550	201	15	,	,	PUNCT
issue-1550	201	16	2021	2021	NUM
issue-1550	201	17	)	)	PUNCT
issue-1550	201	18	.	.	PUNCT
issue-1550	202	1	in	in	ADP
issue-1550	202	2	this	this	DET
issue-1550	202	3	regard	regard	NOUN
issue-1550	202	4	,	,	PUNCT
issue-1550	202	5	companies	company	NOUN
issue-1550	202	6	must	must	AUX
issue-1550	202	7	take	take	VERB
issue-1550	202	8	an	an	DET
issue-1550	202	9	unbiased	unbiased	ADJ
issue-1550	202	10	look	look	NOUN
issue-1550	202	11	at	at	ADP
issue-1550	202	12	their	their	PRON
issue-1550	202	13	operations	operation	NOUN
issue-1550	202	14	,	,	PUNCT
issue-1550	202	15	considering	consider	VERB
issue-1550	202	16	the	the	DET
issue-1550	202	17	possibility	possibility	NOUN
issue-1550	202	18	that	that	SCONJ
issue-1550	202	19	a	a	DET
issue-1550	202	20	completely	completely	ADV
issue-1550	202	21	new	new	ADJ
issue-1550	202	22	approach	approach	NOUN
issue-1550	202	23	is	be	AUX
issue-1550	202	24	required	require	VERB
issue-1550	202	25	.	.	PUNCT
issue-1550	203	1	channels	channel	NOUN
issue-1550	203	2	,	,	PUNCT
issue-1550	203	3	people	people	NOUN
issue-1550	203	4	,	,	PUNCT
issue-1550	203	5	processes	process	NOUN
issue-1550	203	6	,	,	PUNCT
issue-1550	203	7	technology	technology	NOUN
issue-1550	203	8	and	and	CCONJ
issue-1550	203	9	information	information	NOUN
issue-1550	203	10	all	all	PRON
issue-1550	203	11	need	need	VERB
issue-1550	203	12	to	to	PART
issue-1550	203	13	be	be	AUX
issue-1550	203	14	considered	consider	VERB
issue-1550	203	15	as	as	ADP
issue-1550	203	16	part	part	NOUN
issue-1550	203	17	of	of	ADP
issue-1550	203	18	the	the	DET
issue-1550	203	19	operating	operating	NOUN
issue-1550	203	20	model	model	NOUN
issue-1550	203	21	.	.	PUNCT
issue-1550	204	1	during	during	ADP
issue-1550	204	2	the	the	DET
issue-1550	204	3	operational	operational	ADJ
issue-1550	204	4	model	model	NOUN
issue-1550	204	5	assessment	assessment	NOUN
issue-1550	204	6	,	,	PUNCT
issue-1550	204	7	appropriate	appropriate	ADJ
issue-1550	204	8	design	design	NOUN
issue-1550	204	9	concepts	concept	NOUN
issue-1550	204	10	for	for	ADP
issue-1550	204	11	today	today	NOUN
issue-1550	204	12	's	's	PART
issue-1550	204	13	digital	digital	ADJ
issue-1550	204	14	world	world	NOUN
issue-1550	204	15	should	should	AUX
issue-1550	204	16	be	be	AUX
issue-1550	204	17	defined	define	VERB
issue-1550	204	18	and	and	CCONJ
issue-1550	204	19	utilized	utilize	VERB
issue-1550	204	20	.	.	PUNCT
issue-1550	205	1	this	this	PRON
issue-1550	205	2	will	will	AUX
issue-1550	205	3	allow	allow	VERB
issue-1550	205	4	for	for	ADP
issue-1550	205	5	the	the	DET
issue-1550	205	6	identification	identification	NOUN
issue-1550	205	7	of	of	ADP
issue-1550	205	8	areas	area	NOUN
issue-1550	205	9	for	for	ADP
issue-1550	205	10	improvement	improvement	NOUN
issue-1550	205	11	and	and	CCONJ
issue-1550	205	12	the	the	DET
issue-1550	205	13	development	development	NOUN
issue-1550	205	14	of	of	ADP
issue-1550	205	15	new	new	ADJ
issue-1550	205	16	skills	skill	NOUN
issue-1550	205	17	(	(	PUNCT
issue-1550	205	18	deloite	deloite	VERB
issue-1550	205	19	,	,	PUNCT
issue-1550	205	20	2013	2013	NUM
issue-1550	205	21	)	)	PUNCT
issue-1550	205	22	.	.	PUNCT
issue-1550	206	1	technological	technological	ADJ
issue-1550	206	2	advances	advance	NOUN
issue-1550	206	3	now	now	ADV
issue-1550	206	4	make	make	VERB
issue-1550	206	5	it	it	PRON
issue-1550	206	6	possible	possible	ADJ
issue-1550	206	7	for	for	SCONJ
issue-1550	206	8	customers	customer	NOUN
issue-1550	206	9	to	to	PART
issue-1550	206	10	seek	seek	VERB
issue-1550	206	11	help	help	NOUN
issue-1550	206	12	and	and	CCONJ
issue-1550	206	13	services	service	NOUN
issue-1550	206	14	from	from	ADP
issue-1550	206	15	a	a	DET
issue-1550	206	16	corporation	corporation	NOUN
issue-1550	206	17	,	,	PUNCT
issue-1550	206	18	even	even	ADV
issue-1550	206	19	if	if	SCONJ
issue-1550	206	20	they	they	PRON
issue-1550	206	21	are	be	AUX
issue-1550	206	22	in	in	ADP
issue-1550	206	23	a	a	DET
issue-1550	206	24	remote	remote	ADJ
issue-1550	206	25	location	location	NOUN
issue-1550	206	26	.	.	PUNCT
issue-1550	207	1	customers	customer	NOUN
issue-1550	207	2	can	can	AUX
issue-1550	207	3	apology	apology	VERB
issue-1550	207	4	explanation	explanation	NOUN
issue-1550	207	5	speed	speed	NOUN
issue-1550	207	6	compensation	compensation	NOUN
issue-1550	207	7	empowerment	empowerment	NOUN
issue-1550	207	8	online	online	ADJ
issue-1550	207	9	channels	channel	NOUN
issue-1550	207	10	recovery	recovery	NOUN
issue-1550	207	11	satisfaction	satisfaction	VERB
issue-1550	207	12	digital	digital	ADJ
issue-1550	207	13	connectivity	connectivity	NOUN
issue-1550	207	14	(	(	PUNCT
issue-1550	207	15	process	process	NOUN
issue-1550	207	16	)	)	PUNCT
issue-1550	207	17	service	service	NOUN
issue-1550	207	18	recovery	recovery	NOUN
issue-1550	207	19	strategies	strategy	NOUN
issue-1550	207	20	(	(	PUNCT
issue-1550	207	21	process	process	NOUN
issue-1550	207	22	)	)	PUNCT
issue-1550	207	23	customer	customer	NOUN
issue-1550	207	24	satisfaction	satisfaction	NOUN
issue-1550	207	25	(	(	PUNCT
issue-1550	207	26	outcome	outcome	NOUN
issue-1550	207	27	)	)	PUNCT
issue-1550	207	28	covid-19	covid-19	PROPN
issue-1550	207	29	pandemic	pandemic	ADJ
issue-1550	207	30	lockdown	lockdown	NOUN
issue-1550	207	31	restriction	restriction	NOUN
issue-1550	207	32	figure	figure	NOUN
issue-1550	207	33	2	2	NUM
issue-1550	207	34	.	.	PUNCT
issue-1550	207	35	technology	technology	NOUN
issue-1550	207	36	and	and	CCONJ
issue-1550	207	37	digital	digital	ADJ
issue-1550	207	38	connectivity	connectivity	NOUN
issue-1550	207	39	integrated	integrate	VERB
issue-1550	207	40	service	service	NOUN
issue-1550	207	41	recovery	recovery	NOUN
issue-1550	207	42	framework	framework	NOUN
issue-1550	207	43	source	source	NOUN
issue-1550	207	44	:	:	PUNCT
issue-1550	207	45	author	author	NOUN
issue-1550	207	46	’s	’s	PART
issue-1550	207	47	construct	construct	VERB
issue-1550	207	48	baltic	baltic	PROPN
issue-1550	207	49	journal	journal	PROPN
issue-1550	207	50	of	of	ADP
issue-1550	207	51	economic	economic	ADJ
issue-1550	207	52	studies	study	NOUN
issue-1550	207	53	8	8	NUM
issue-1550	207	54	vol	vol	NOUN
issue-1550	207	55	.	.	PROPN
issue-1550	208	1	7	7	NUM
issue-1550	209	1	no	no	NOUN
issue-1550	209	2	.	.	NOUN
issue-1550	209	3	5	5	NUM
issue-1550	209	4	,	,	PUNCT
issue-1550	209	5	2021	2021	NUM
issue-1550	209	6	communicate	communicate	VERB
issue-1550	209	7	"	"	PUNCT
issue-1550	209	8	face	face	NOUN
issue-1550	209	9	-	-	PUNCT
issue-1550	209	10	to	to	ADP
issue-1550	209	11	-	-	PUNCT
issue-1550	209	12	face	face	NOUN
issue-1550	209	13	"	"	PUNCT
issue-1550	209	14	with	with	ADP
issue-1550	209	15	company	company	NOUN
issue-1550	209	16	experts	expert	NOUN
issue-1550	209	17	through	through	ADP
issue-1550	209	18	web	web	NOUN
issue-1550	209	19	video	video	NOUN
issue-1550	209	20	chats	chat	NOUN
issue-1550	209	21	,	,	PUNCT
issue-1550	209	22	remote	remote	ADJ
issue-1550	209	23	online	online	ADJ
issue-1550	209	24	access	access	NOUN
issue-1550	209	25	and	and	CCONJ
issue-1550	209	26	other	other	ADJ
issue-1550	209	27	technological	technological	ADJ
issue-1550	209	28	techniques	technique	NOUN
issue-1550	209	29	to	to	PART
issue-1550	209	30	help	help	VERB
issue-1550	209	31	troubleshoot	troubleshoot	VERB
issue-1550	209	32	and	and	CCONJ
issue-1550	209	33	solve	solve	VERB
issue-1550	209	34	problems	problem	NOUN
issue-1550	209	35	.	.	PUNCT
issue-1550	210	1	there	there	PRON
issue-1550	210	2	are	be	VERB
issue-1550	210	3	many	many	ADJ
issue-1550	210	4	other	other	ADJ
issue-1550	210	5	areas	area	NOUN
issue-1550	210	6	in	in	ADP
issue-1550	210	7	which	which	PRON
issue-1550	210	8	technology	technology	NOUN
issue-1550	210	9	and	and	CCONJ
issue-1550	210	10	customer	customer	NOUN
issue-1550	210	11	service	service	NOUN
issue-1550	210	12	are	be	AUX
issue-1550	210	13	inextricably	inextricably	ADV
issue-1550	210	14	linked	link	VERB
issue-1550	210	15	,	,	PUNCT
issue-1550	210	16	and	and	CCONJ
issue-1550	210	17	it	it	PRON
issue-1550	210	18	is	be	AUX
issue-1550	210	19	up	up	ADP
issue-1550	210	20	to	to	ADP
issue-1550	210	21	companies	company	NOUN
issue-1550	210	22	to	to	PART
issue-1550	210	23	capitalize	capitalize	VERB
issue-1550	210	24	on	on	ADP
issue-1550	210	25	both	both	PRON
issue-1550	210	26	.	.	PUNCT
issue-1550	211	1	whatever	whatever	PRON
issue-1550	211	2	a	a	DET
issue-1550	211	3	company	company	NOUN
issue-1550	211	4	decides	decide	VERB
issue-1550	211	5	to	to	PART
issue-1550	211	6	do	do	VERB
issue-1550	211	7	and	and	CCONJ
issue-1550	211	8	apply	apply	VERB
issue-1550	211	9	,	,	PUNCT
issue-1550	211	10	it	it	PRON
issue-1550	211	11	must	must	AUX
issue-1550	211	12	remember	remember	VERB
issue-1550	211	13	that	that	SCONJ
issue-1550	211	14	it	it	PRON
issue-1550	211	15	must	must	AUX
issue-1550	211	16	first	first	ADV
issue-1550	211	17	understand	understand	VERB
issue-1550	211	18	the	the	DET
issue-1550	211	19	complex	complex	ADJ
issue-1550	211	20	relationship	relationship	NOUN
issue-1550	211	21	between	between	ADP
issue-1550	211	22	technology	technology	NOUN
issue-1550	211	23	and	and	CCONJ
issue-1550	211	24	customer	customer	NOUN
issue-1550	211	25	service	service	NOUN
issue-1550	211	26	,	,	PUNCT
issue-1550	211	27	and	and	CCONJ
issue-1550	211	28	then	then	ADV
issue-1550	211	29	use	use	VERB
issue-1550	211	30	its	its	PRON
issue-1550	211	31	power	power	NOUN
issue-1550	211	32	to	to	PART
issue-1550	211	33	become	become	VERB
issue-1550	211	34	a	a	DET
issue-1550	211	35	strong	strong	ADJ
issue-1550	211	36	force	force	NOUN
issue-1550	211	37	and	and	CCONJ
issue-1550	211	38	partner	partner	NOUN
issue-1550	211	39	of	of	ADP
issue-1550	211	40	choice	choice	NOUN
issue-1550	211	41	for	for	ADP
issue-1550	211	42	even	even	ADV
issue-1550	211	43	more	more	ADJ
issue-1550	211	44	customers	customer	NOUN
issue-1550	211	45	(	(	PUNCT
issue-1550	211	46	newman	newman	PROPN
issue-1550	211	47	,	,	PUNCT
issue-1550	211	48	2016	2016	NUM
issue-1550	211	49	)	)	PUNCT
issue-1550	211	50	.	.	PUNCT
issue-1550	212	1	therefore	therefore	ADV
issue-1550	212	2	,	,	PUNCT
issue-1550	212	3	this	this	DET
issue-1550	212	4	study	study	NOUN
issue-1550	212	5	proposes	propose	VERB
issue-1550	212	6	a	a	DET
issue-1550	212	7	framework	framework	NOUN
issue-1550	212	8	that	that	PRON
issue-1550	212	9	integrates	integrate	VERB
issue-1550	212	10	technology	technology	NOUN
issue-1550	212	11	and	and	CCONJ
issue-1550	212	12	digital	digital	ADJ
issue-1550	212	13	connectivity	connectivity	NOUN
issue-1550	212	14	into	into	ADP
issue-1550	212	15	service	service	NOUN
issue-1550	212	16	recovery	recovery	NOUN
issue-1550	212	17	strategies	strategy	NOUN
issue-1550	212	18	,	,	PUNCT
issue-1550	212	19	namely	namely	ADV
issue-1550	212	20	speed	speed	NOUN
issue-1550	212	21	,	,	PUNCT
issue-1550	212	22	apology	apology	NOUN
issue-1550	212	23	,	,	PUNCT
issue-1550	212	24	compensation	compensation	NOUN
issue-1550	212	25	,	,	PUNCT
issue-1550	212	26	explanation	explanation	NOUN
issue-1550	212	27	,	,	PUNCT
issue-1550	212	28	and	and	CCONJ
issue-1550	212	29	empowerment	empowerment	NOUN
issue-1550	212	30	,	,	PUNCT
issue-1550	212	31	as	as	SCONJ
issue-1550	212	32	shown	show	VERB
issue-1550	212	33	in	in	ADP
issue-1550	212	34	figure	figure	NOUN
issue-1550	212	35	2	2	NUM
issue-1550	212	36	.	.	PUNCT
issue-1550	212	37	thus	thus	ADV
issue-1550	212	38	,	,	PUNCT
issue-1550	212	39	integrating	integrate	VERB
issue-1550	212	40	technology	technology	NOUN
issue-1550	212	41	into	into	ADP
issue-1550	212	42	the	the	DET
issue-1550	212	43	traditional	traditional	ADJ
issue-1550	212	44	way	way	NOUN
issue-1550	212	45	of	of	ADP
issue-1550	212	46	doing	do	VERB
issue-1550	212	47	business	business	NOUN
issue-1550	212	48	will	will	AUX
issue-1550	212	49	help	help	VERB
issue-1550	212	50	service	service	NOUN
issue-1550	212	51	providers	provider	NOUN
issue-1550	212	52	offer	offer	VERB
issue-1550	212	53	seamless	seamless	ADJ
issue-1550	212	54	and	and	CCONJ
issue-1550	212	55	timely	timely	ADJ
issue-1550	212	56	service	service	NOUN
issue-1550	212	57	,	,	PUNCT
issue-1550	212	58	which	which	PRON
issue-1550	212	59	is	be	AUX
issue-1550	212	60	critical	critical	ADJ
issue-1550	212	61	,	,	PUNCT
issue-1550	212	62	especially	especially	ADV
issue-1550	212	63	during	during	ADP
issue-1550	212	64	a	a	DET
issue-1550	212	65	pandemic	pandemic	NOUN
issue-1550	212	66	,	,	PUNCT
issue-1550	212	67	due	due	ADP
issue-1550	212	68	to	to	ADP
issue-1550	212	69	restrictions	restriction	NOUN
issue-1550	212	70	imposed	impose	VERB
issue-1550	212	71	by	by	ADP
issue-1550	212	72	several	several	ADJ
issue-1550	212	73	governments	government	NOUN
issue-1550	212	74	that	that	PRON
issue-1550	212	75	make	make	VERB
issue-1550	212	76	physical	physical	ADJ
issue-1550	212	77	interaction	interaction	NOUN
issue-1550	212	78	less	less	ADV
issue-1550	212	79	desirable	desirable	ADJ
issue-1550	212	80	.	.	PUNCT
issue-1550	213	1	7	7	X
issue-1550	213	2	.	.	X
issue-1550	213	3	conclusion	conclusion	NOUN
issue-1550	213	4	the	the	DET
issue-1550	213	5	purpose	purpose	NOUN
issue-1550	213	6	of	of	ADP
issue-1550	213	7	this	this	DET
issue-1550	213	8	paper	paper	NOUN
issue-1550	213	9	was	be	AUX
issue-1550	213	10	to	to	PART
issue-1550	213	11	propose	propose	VERB
issue-1550	213	12	a	a	DET
issue-1550	213	13	hybrid	hybrid	ADJ
issue-1550	213	14	approach	approach	NOUN
issue-1550	213	15	to	to	ADP
issue-1550	213	16	integrating	integrate	VERB
issue-1550	213	17	technology	technology	NOUN
issue-1550	213	18	and	and	CCONJ
issue-1550	213	19	digital	digital	ADJ
issue-1550	213	20	capabilities	capability	NOUN
issue-1550	213	21	into	into	ADP
issue-1550	213	22	service	service	NOUN
issue-1550	213	23	recovery	recovery	NOUN
issue-1550	213	24	strategies	strategy	NOUN
issue-1550	213	25	,	,	PUNCT
issue-1550	213	26	namely	namely	ADV
issue-1550	213	27	speed	speed	NOUN
issue-1550	213	28	,	,	PUNCT
issue-1550	213	29	apology	apology	NOUN
issue-1550	213	30	,	,	PUNCT
issue-1550	213	31	explanation	explanation	NOUN
issue-1550	213	32	,	,	PUNCT
issue-1550	213	33	compensation	compensation	NOUN
issue-1550	213	34	,	,	PUNCT
issue-1550	213	35	and	and	CCONJ
issue-1550	213	36	empowerment	empowerment	NOUN
issue-1550	213	37	,	,	PUNCT
issue-1550	213	38	to	to	PART
issue-1550	213	39	achieve	achieve	VERB
issue-1550	213	40	customer	customer	NOUN
issue-1550	213	41	satisfaction	satisfaction	NOUN
issue-1550	213	42	with	with	ADP
issue-1550	213	43	recovery	recovery	NOUN
issue-1550	213	44	.	.	PUNCT
issue-1550	214	1	newman	newman	PROPN
issue-1550	214	2	(	(	PUNCT
issue-1550	214	3	2016	2016	NUM
issue-1550	214	4	)	)	PUNCT
issue-1550	214	5	believes	believe	VERB
issue-1550	214	6	that	that	SCONJ
issue-1550	214	7	a	a	DET
issue-1550	214	8	company	company	NOUN
issue-1550	214	9	should	should	AUX
issue-1550	214	10	focus	focus	VERB
issue-1550	214	11	on	on	ADP
issue-1550	214	12	creating	create	VERB
issue-1550	214	13	value	value	NOUN
issue-1550	214	14	for	for	ADP
issue-1550	214	15	its	its	PRON
issue-1550	214	16	customers	customer	NOUN
issue-1550	214	17	at	at	ADP
issue-1550	214	18	every	every	DET
issue-1550	214	19	stage	stage	NOUN
issue-1550	214	20	and	and	CCONJ
issue-1550	214	21	in	in	ADP
issue-1550	214	22	every	every	DET
issue-1550	214	23	transaction	transaction	NOUN
issue-1550	214	24	and	and	CCONJ
issue-1550	214	25	,	,	PUNCT
issue-1550	214	26	despite	despite	SCONJ
issue-1550	214	27	the	the	DET
issue-1550	214	28	small	small	ADJ
issue-1550	214	29	number	number	NOUN
issue-1550	214	30	of	of	ADP
issue-1550	214	31	human	human	ADJ
issue-1550	214	32	interactions	interaction	NOUN
issue-1550	214	33	,	,	PUNCT
issue-1550	214	34	be	be	AUX
issue-1550	214	35	able	able	ADJ
issue-1550	214	36	to	to	PART
issue-1550	214	37	form	form	VERB
issue-1550	214	38	bonds	bond	NOUN
issue-1550	214	39	and	and	CCONJ
issue-1550	214	40	emotional	emotional	ADJ
issue-1550	214	41	connections	connection	NOUN
issue-1550	214	42	with	with	ADP
issue-1550	214	43	them	they	PRON
issue-1550	214	44	.	.	PUNCT
issue-1550	215	1	the	the	DET
issue-1550	215	2	enterprise	enterprise	NOUN
issue-1550	215	3	should	should	AUX
issue-1550	215	4	be	be	AUX
issue-1550	215	5	able	able	ADJ
issue-1550	215	6	to	to	PART
issue-1550	215	7	improve	improve	VERB
issue-1550	215	8	the	the	DET
issue-1550	215	9	overall	overall	ADJ
issue-1550	215	10	quality	quality	NOUN
issue-1550	215	11	of	of	ADP
issue-1550	215	12	service	service	NOUN
issue-1550	215	13	and	and	CCONJ
issue-1550	215	14	interaction	interaction	NOUN
issue-1550	215	15	with	with	ADP
issue-1550	215	16	its	its	PRON
issue-1550	215	17	customers	customer	NOUN
issue-1550	215	18	through	through	ADP
issue-1550	215	19	the	the	DET
issue-1550	215	20	implementation	implementation	NOUN
issue-1550	215	21	of	of	ADP
issue-1550	215	22	technological	technological	ADJ
issue-1550	215	23	customer	customer	NOUN
issue-1550	215	24	service	service	NOUN
issue-1550	215	25	.	.	PUNCT
issue-1550	216	1	in	in	ADP
issue-1550	216	2	today	today	NOUN
issue-1550	216	3	's	's	PART
issue-1550	216	4	fast	fast	ADV
issue-1550	216	5	-	-	PUNCT
issue-1550	216	6	paced	pace	VERB
issue-1550	216	7	world	world	NOUN
issue-1550	216	8	,	,	PUNCT
issue-1550	216	9	customers	customer	NOUN
issue-1550	216	10	demand	demand	VERB
issue-1550	216	11	simplicity	simplicity	NOUN
issue-1550	216	12	,	,	PUNCT
issue-1550	216	13	convenience	convenience	NOUN
issue-1550	216	14	and	and	CCONJ
issue-1550	216	15	flexibility	flexibility	NOUN
issue-1550	216	16	to	to	PART
issue-1550	216	17	access	access	VERB
issue-1550	216	18	a	a	DET
issue-1550	216	19	company	company	NOUN
issue-1550	216	20	's	's	PART
issue-1550	216	21	services	service	NOUN
issue-1550	216	22	from	from	ADP
issue-1550	216	23	anywhere	anywhere	ADV
issue-1550	216	24	,	,	PUNCT
issue-1550	216	25	anytime	anytime	ADV
issue-1550	216	26	,	,	PUNCT
issue-1550	216	27	because	because	SCONJ
issue-1550	216	28	it	it	PRON
issue-1550	216	29	gives	give	VERB
issue-1550	216	30	them	they	PRON
issue-1550	216	31	exactly	exactly	ADV
issue-1550	216	32	what	what	PRON
issue-1550	216	33	they	they	PRON
issue-1550	216	34	want	want	VERB
issue-1550	216	35	.	.	PUNCT
issue-1550	217	1	this	this	PRON
issue-1550	217	2	is	be	AUX
issue-1550	217	3	the	the	DET
issue-1550	217	4	added	add	VERB
issue-1550	217	5	value	value	NOUN
issue-1550	217	6	from	from	ADP
issue-1550	217	7	the	the	DET
issue-1550	217	8	customer	customer	NOUN
issue-1550	217	9	's	's	PART
issue-1550	217	10	perspective	perspective	NOUN
issue-1550	217	11	.	.	PUNCT
issue-1550	218	1	thus	thus	ADV
issue-1550	218	2	,	,	PUNCT
issue-1550	218	3	providing	provide	VERB
issue-1550	218	4	excellent	excellent	ADJ
issue-1550	218	5	customer	customer	NOUN
issue-1550	218	6	service	service	NOUN
issue-1550	218	7	today	today	NOUN
issue-1550	218	8	is	be	AUX
issue-1550	218	9	the	the	DET
issue-1550	218	10	most	most	ADV
issue-1550	218	11	important	important	ADJ
issue-1550	218	12	differentiator	differentiator	NOUN
issue-1550	218	13	for	for	ADP
issue-1550	218	14	any	any	DET
issue-1550	218	15	company	company	NOUN
issue-1550	218	16	or	or	CCONJ
issue-1550	218	17	brand	brand	NOUN
issue-1550	218	18	.	.	PUNCT
issue-1550	219	1	in	in	ADP
issue-1550	219	2	an	an	DET
issue-1550	219	3	era	era	NOUN
issue-1550	219	4	of	of	ADP
issue-1550	219	5	lockdowns	lockdown	NOUN
issue-1550	219	6	and	and	CCONJ
issue-1550	219	7	social	social	ADJ
issue-1550	219	8	distancing	distancing	NOUN
issue-1550	219	9	,	,	PUNCT
issue-1550	219	10	businesses	business	NOUN
issue-1550	219	11	must	must	AUX
issue-1550	219	12	develop	develop	VERB
issue-1550	219	13	ways	way	NOUN
issue-1550	219	14	to	to	PART
issue-1550	219	15	support	support	VERB
issue-1550	219	16	customers	customer	NOUN
issue-1550	219	17	and	and	CCONJ
issue-1550	219	18	meet	meet	VERB
issue-1550	219	19	their	their	PRON
issue-1550	219	20	needs	need	NOUN
issue-1550	219	21	.	.	PUNCT
issue-1550	220	1	managing	manage	VERB
issue-1550	220	2	time	time	NOUN
issue-1550	220	3	-	-	PUNCT
issue-1550	220	4	starved	starve	VERB
issue-1550	220	5	customers	customer	NOUN
issue-1550	220	6	requires	require	VERB
issue-1550	220	7	a	a	DET
issue-1550	220	8	pragmatic	pragmatic	ADJ
issue-1550	220	9	approach	approach	NOUN
issue-1550	220	10	,	,	PUNCT
issue-1550	220	11	especially	especially	ADV
issue-1550	220	12	in	in	ADP
issue-1550	220	13	this	this	DET
issue-1550	220	14	period	period	NOUN
issue-1550	220	15	of	of	ADP
issue-1550	220	16	the	the	DET
issue-1550	220	17	covid-19	covid-19	PROPN
issue-1550	220	18	pandemic	pandemic	NOUN
issue-1550	220	19	.	.	PUNCT
issue-1550	221	1	regardless	regardless	ADV
issue-1550	221	2	of	of	ADP
issue-1550	221	3	sudden	sudden	ADJ
issue-1550	221	4	changes	change	NOUN
issue-1550	221	5	in	in	ADP
issue-1550	221	6	business	business	NOUN
issue-1550	221	7	operations	operation	NOUN
issue-1550	221	8	,	,	PUNCT
issue-1550	221	9	the	the	DET
issue-1550	221	10	burden	burden	NOUN
issue-1550	221	11	remains	remain	VERB
issue-1550	221	12	on	on	ADP
issue-1550	221	13	the	the	DET
issue-1550	221	14	service	service	NOUN
issue-1550	221	15	provider	provider	NOUN
issue-1550	221	16	to	to	PART
issue-1550	221	17	keep	keep	VERB
issue-1550	221	18	customers	customer	NOUN
issue-1550	221	19	excited	excited	ADJ
issue-1550	221	20	or	or	CCONJ
issue-1550	221	21	risk	risk	VERB
issue-1550	221	22	customer	customer	NOUN
issue-1550	221	23	attrition	attrition	NOUN
issue-1550	221	24	.	.	PUNCT
issue-1550	222	1	the	the	DET
issue-1550	222	2	development	development	NOUN
issue-1550	222	3	of	of	ADP
issue-1550	222	4	this	this	DET
issue-1550	222	5	concept	concept	NOUN
issue-1550	222	6	was	be	AUX
issue-1550	222	7	prompted	prompt	VERB
issue-1550	222	8	by	by	ADP
issue-1550	222	9	recent	recent	ADJ
issue-1550	222	10	changes	change	NOUN
issue-1550	222	11	in	in	ADP
issue-1550	222	12	the	the	DET
issue-1550	222	13	global	global	ADJ
issue-1550	222	14	economy	economy	NOUN
issue-1550	222	15	.	.	PUNCT
issue-1550	223	1	therefore	therefore	ADV
issue-1550	223	2	,	,	PUNCT
issue-1550	223	3	businesses	business	NOUN
issue-1550	223	4	have	have	VERB
issue-1550	223	5	an	an	DET
issue-1550	223	6	obligation	obligation	NOUN
issue-1550	223	7	to	to	PART
issue-1550	223	8	improve	improve	VERB
issue-1550	223	9	their	their	PRON
issue-1550	223	10	processes	process	NOUN
issue-1550	223	11	or	or	CCONJ
issue-1550	223	12	business	business	NOUN
issue-1550	223	13	models	model	NOUN
issue-1550	223	14	by	by	ADP
issue-1550	223	15	integrating	integrate	VERB
issue-1550	223	16	technology	technology	NOUN
issue-1550	223	17	and	and	CCONJ
issue-1550	223	18	digital	digital	ADJ
issue-1550	223	19	connectivity	connectivity	NOUN
issue-1550	223	20	so	so	SCONJ
issue-1550	223	21	that	that	SCONJ
issue-1550	223	22	they	they	PRON
issue-1550	223	23	are	be	AUX
issue-1550	223	24	available	available	ADJ
issue-1550	223	25	whenever	whenever	SCONJ
issue-1550	223	26	needed	need	VERB
issue-1550	223	27	and	and	CCONJ
issue-1550	223	28	the	the	DET
issue-1550	223	29	level	level	NOUN
issue-1550	223	30	of	of	ADP
issue-1550	223	31	customer	customer	NOUN
issue-1550	223	32	service	service	NOUN
issue-1550	223	33	is	be	AUX
issue-1550	223	34	more	more	ADV
issue-1550	223	35	standardized	standardized	ADJ
issue-1550	223	36	and	and	CCONJ
issue-1550	223	37	desirable	desirable	ADJ
issue-1550	223	38	.	.	PUNCT
issue-1550	224	1	ultimately	ultimately	ADV
issue-1550	224	2	,	,	PUNCT
issue-1550	224	3	any	any	DET
issue-1550	224	4	service	service	NOUN
issue-1550	224	5	provider	provider	NOUN
issue-1550	224	6	that	that	PRON
issue-1550	224	7	is	be	AUX
issue-1550	224	8	willing	willing	ADJ
issue-1550	224	9	to	to	PART
issue-1550	224	10	adapt	adapt	VERB
issue-1550	224	11	to	to	PART
issue-1550	224	12	change	change	VERB
issue-1550	224	13	and	and	CCONJ
issue-1550	224	14	make	make	VERB
issue-1550	224	15	necessary	necessary	ADJ
issue-1550	224	16	adjustments	adjustment	NOUN
issue-1550	224	17	in	in	ADP
issue-1550	224	18	response	response	NOUN
issue-1550	224	19	to	to	ADP
issue-1550	224	20	business	business	NOUN
issue-1550	224	21	uncertainty	uncertainty	NOUN
issue-1550	224	22	will	will	AUX
issue-1550	224	23	be	be	AUX
issue-1550	224	24	competitive	competitive	ADJ
issue-1550	224	25	and	and	CCONJ
issue-1550	224	26	be	be	AUX
issue-1550	224	27	able	able	ADJ
issue-1550	224	28	to	to	PART
issue-1550	224	29	retain	retain	VERB
issue-1550	224	30	satisfied	satisfied	ADJ
issue-1550	224	31	and	and	CCONJ
issue-1550	224	32	loyal	loyal	ADJ
issue-1550	224	33	customers	customer	NOUN
issue-1550	224	34	.	.	PUNCT
issue-1550	225	1	references	reference	NOUN
issue-1550	225	2	:	:	PUNCT
issue-1550	225	3	abou	abou	ADJ
issue-1550	225	4	,	,	PUNCT
issue-1550	225	5	t.	t.	NOUN
issue-1550	225	6	m.	m.	NOUN
issue-1550	225	7	,	,	PUNCT
issue-1550	225	8	&	&	CCONJ
issue-1550	225	9	abou	abou	PROPN
issue-1550	225	10	,	,	PUNCT
issue-1550	225	11	k.	k.	PROPN
issue-1550	225	12	m.	m.	PROPN
issue-1550	225	13	s.	s.	PROPN
issue-1550	225	14	(	(	PUNCT
issue-1550	225	15	20130	20130	NUM
issue-1550	225	16	.	.	PUNCT
issue-1550	226	1	the	the	DET
issue-1550	226	2	influence	influence	NOUN
issue-1550	226	3	of	of	ADP
issue-1550	226	4	perceived	perceive	VERB
issue-1550	226	5	service	service	NOUN
issue-1550	226	6	failure	failure	NOUN
issue-1550	226	7	recovery	recovery	NOUN
issue-1550	226	8	strategies	strategy	NOUN
issue-1550	226	9	on	on	ADP
issue-1550	226	10	customer	customer	NOUN
issue-1550	226	11	satisfaction	satisfaction	NOUN
issue-1550	226	12	and	and	CCONJ
issue-1550	226	13	loyalty	loyalty	NOUN
issue-1550	226	14	in	in	ADP
issue-1550	226	15	hotels	hotel	NOUN
issue-1550	226	16	.	.	PUNCT
issue-1550	227	1	research	research	NOUN
issue-1550	227	2	journal	journal	PROPN
issue-1550	227	3	of	of	ADP
issue-1550	227	4	management	management	NOUN
issue-1550	227	5	sciences	science	NOUN
issue-1550	227	6	,	,	PUNCT
issue-1550	227	7	2(11	2(11	NUM
issue-1550	227	8	)	)	PUNCT
issue-1550	227	9	,	,	PUNCT
issue-1550	227	10	16–24	16–24	NUM
issue-1550	227	11	.	.	PUNCT
issue-1550	228	1	acker	acker	PROPN
issue-1550	228	2	,	,	PUNCT
issue-1550	228	3	o.	o.	PROPN
issue-1550	228	4	(	(	PUNCT
issue-1550	228	5	2020	2020	NUM
issue-1550	228	6	)	)	PUNCT
issue-1550	228	7	.	.	PUNCT
issue-1550	229	1	redefining	redefine	VERB
issue-1550	229	2	customer	customer	NOUN
issue-1550	229	3	experience	experience	NOUN
issue-1550	229	4	:	:	PUNCT
issue-1550	229	5	connecting	connect	VERB
issue-1550	229	6	in	in	ADP
issue-1550	229	7	the	the	DET
issue-1550	229	8	time	time	NOUN
issue-1550	229	9	of	of	ADP
issue-1550	229	10	covid-19	covid-19	PROPN
issue-1550	229	11	.	.	PUNCT
issue-1550	229	12	available	available	ADJ
issue-1550	229	13	at	at	ADP
issue-1550	229	14	:	:	PUNCT
issue-1550	229	15	https://www.strategy-business.com/blog/redefining-customer-experience-connecting-in-the-time-ofcovid-19	https://www.strategy-business.com/blog/redefining-customer-experience-connecting-in-the-time-ofcovid-19	NOUN
issue-1550	229	16	(	(	PUNCT
issue-1550	229	17	accessed	access	VERB
issue-1550	229	18	august	august	PROPN
issue-1550	229	19	25	25	NUM
issue-1550	229	20	,	,	PUNCT
issue-1550	229	21	2021	2021	NUM
issue-1550	229	22	)	)	PUNCT
issue-1550	229	23	.	.	PUNCT
issue-1550	230	1	addison	addison	PROPN
issue-1550	230	2	,	,	PUNCT
issue-1550	230	3	r.	r.	PROPN
issue-1550	230	4	,	,	PUNCT
issue-1550	230	5	&	&	CCONJ
issue-1550	230	6	haig	haig	PROPN
issue-1550	230	7	,	,	PUNCT
issue-1550	230	8	c.	c.	PROPN
issue-1550	230	9	(	(	PUNCT
issue-1550	230	10	2013	2013	NUM
issue-1550	230	11	)	)	PUNCT
issue-1550	230	12	.	.	PUNCT
issue-1550	231	1	the	the	DET
issue-1550	231	2	hidden	hide	VERB
issue-1550	231	3	value	value	NOUN
issue-1550	231	4	of	of	ADP
issue-1550	231	5	service	service	NOUN
issue-1550	231	6	recovery	recovery	NOUN
issue-1550	231	7	.	.	PUNCT
issue-1550	232	1	available	available	ADJ
issue-1550	232	2	at	at	ADP
issue-1550	232	3	:	:	PUNCT
issue-1550	232	4	http://www.bptrends.com/	http://www.bptrends.com/	PROPN
issue-1550	232	5	bpt	bpt	PROPN
issue-1550	232	6	/	/	SYM
issue-1550	232	7	wp	wp	PROPN
issue-1550	232	8	-	-	PUNCT
issue-1550	232	9	content	content	NOUN
issue-1550	232	10	/	/	SYM
issue-1550	232	11	publicationfiles/02	publicationfiles/02	ADJ
issue-1550	232	12	-	-	PUNCT
issue-1550	232	13	05	05	NUM
issue-1550	232	14	-	-	PUNCT
issue-1550	232	15	2013	2013	NUM
issue-1550	232	16	-	-	PUNCT
issue-1550	232	17	col	col	NOUN
issue-1550	232	18	-	-	ADJ
issue-1550	232	19	pa	pa	NOUN
issue-1550	232	20	-	-	PUNCT
issue-1550	232	21	value%20of%20svc%20recovery	value%20of%20svc%20recovery	NOUN
issue-1550	232	22	--	--	PUNCT
issue-1550	232	23	addison%20and%20	addison%20and%20	PROPN
issue-1550	232	24	haig.pdf	haig.pdf	X
issue-1550	232	25	(	(	PUNCT
issue-1550	232	26	accessed	access	VERB
issue-1550	232	27	13	13	NUM
issue-1550	232	28	june	june	PROPN
issue-1550	232	29	2017	2017	NUM
issue-1550	232	30	)	)	PUNCT
issue-1550	232	31	.	.	PUNCT
issue-1550	233	1	ashton	ashton	PROPN
issue-1550	233	2	-	-	PUNCT
issue-1550	233	3	hart	hart	PROPN
issue-1550	233	4	,	,	PUNCT
issue-1550	233	5	n.	n.	PROPN
issue-1550	233	6	(	(	PUNCT
issue-1550	233	7	2020	2020	NUM
issue-1550	233	8	)	)	PUNCT
issue-1550	233	9	.	.	PUNCT
issue-1550	234	1	leveraging	leverage	VERB
issue-1550	234	2	digital	digital	ADJ
issue-1550	234	3	connectivity	connectivity	NOUN
issue-1550	234	4	for	for	ADP
issue-1550	234	5	postcovid	postcovid	PROPN
issue-1550	234	6	competitiveness	competitiveness	NOUN
issue-1550	234	7	and	and	CCONJ
issue-1550	234	8	recovery	recovery	NOUN
issue-1550	234	9	.	.	PUNCT
issue-1550	235	1	available	available	ADJ
issue-1550	235	2	at	at	ADP
issue-1550	235	3	:	:	PUNCT
issue-1550	235	4	https://thecommonwealth.org/sites/default/files/inline/tht%20162%20final.pdf	https://thecommonwealth.org/sites/default/files/inline/tht%20162%20final.pdf	PUNCT
issue-1550	235	5	(	(	PUNCT
issue-1550	235	6	accessed	access	VERB
issue-1550	235	7	21	21	NUM
issue-1550	235	8	august	august	PROPN
issue-1550	235	9	2021	2021	NUM
issue-1550	235	10	)	)	PUNCT
issue-1550	235	11	.	.	PUNCT
issue-1550	236	1	balaji	balaji	PROPN
issue-1550	236	2	,	,	PUNCT
issue-1550	236	3	m.	m.	NOUN
issue-1550	236	4	s.	s.	PROPN
issue-1550	236	5	,	,	PUNCT
issue-1550	236	6	&	&	CCONJ
issue-1550	236	7	sarkar	sarkar	PROPN
issue-1550	236	8	,	,	PUNCT
issue-1550	236	9	a.	a.	PROPN
issue-1550	236	10	(	(	PUNCT
issue-1550	236	11	2013	2013	NUM
issue-1550	236	12	)	)	PUNCT
issue-1550	236	13	.	.	PUNCT
issue-1550	237	1	does	do	AUX
issue-1550	237	2	successful	successful	ADJ
issue-1550	237	3	recovery	recovery	NOUN
issue-1550	237	4	mitigate	mitigate	VERB
issue-1550	237	5	failure	failure	NOUN
issue-1550	237	6	severity	severity	NOUN
issue-1550	237	7	?	?	PUNCT
issue-1550	238	1	a	a	DET
issue-1550	238	2	study	study	NOUN
issue-1550	238	3	of	of	ADP
issue-1550	238	4	the	the	DET
issue-1550	238	5	behavioural	behavioural	ADJ
issue-1550	238	6	outcomes	outcome	NOUN
issue-1550	238	7	in	in	ADP
issue-1550	238	8	indian	indian	ADJ
issue-1550	238	9	context	context	NOUN
issue-1550	238	10	.	.	PUNCT
issue-1550	239	1	international	international	ADJ
issue-1550	239	2	journal	journal	NOUN
issue-1550	239	3	of	of	ADP
issue-1550	239	4	emerging	emerge	VERB
issue-1550	239	5	markets	market	NOUN
issue-1550	239	6	,	,	PUNCT
issue-1550	239	7	8(1	8(1	NOUN
issue-1550	239	8	)	)	PUNCT
issue-1550	239	9	,	,	PUNCT
issue-1550	239	10	65–81	65–81	NUM
issue-1550	239	11	.	.	PUNCT
issue-1550	240	1	bloomberg	bloomberg	PROPN
issue-1550	240	2	,	,	PUNCT
issue-1550	240	3	j.	j.	PROPN
issue-1550	240	4	(	(	PUNCT
issue-1550	240	5	2020	2020	NUM
issue-1550	240	6	)	)	PUNCT
issue-1550	240	7	.	.	PUNCT
issue-1550	241	1	digitization	digitization	NOUN
issue-1550	241	2	,	,	PUNCT
issue-1550	241	3	digitalization	digitalization	NOUN
issue-1550	241	4	,	,	PUNCT
issue-1550	241	5	and	and	CCONJ
issue-1550	241	6	digital	digital	ADJ
issue-1550	241	7	transformation	transformation	NOUN
issue-1550	241	8	:	:	PUNCT
issue-1550	241	9	confuse	confuse	VERB
issue-1550	241	10	them	they	PRON
issue-1550	241	11	at	at	ADP
issue-1550	241	12	your	your	PRON
issue-1550	241	13	peril	peril	NOUN
issue-1550	241	14	.	.	PUNCT
issue-1550	242	1	available	available	ADJ
issue-1550	242	2	at	at	ADP
issue-1550	242	3	:	:	PUNCT
issue-1550	242	4	https://www.forbes.com/sites/jasonbloomberg/2018/04/29/digitization-digitalization-and-digitaltransformation-confuse-them-at-your-peril/?sh=60f9f8ea2f2c	https://www.forbes.com/sites/jasonbloomberg/2018/04/29/digitization-digitalization-and-digitaltransformation-confuse-them-at-your-peril/?sh=60f9f8ea2f2c	PROPN
issue-1550	242	5	(	(	PUNCT
issue-1550	242	6	accessed	access	VERB
issue-1550	242	7	15	15	NUM
issue-1550	242	8	july	july	NOUN
issue-1550	242	9	2021	2021	NUM
issue-1550	242	10	)	)	PUNCT
issue-1550	242	11	.	.	PUNCT
issue-1550	243	1	bradley	bradley	PROPN
issue-1550	243	2	,	,	PUNCT
issue-1550	243	3	g.	g.	PROPN
issue-1550	243	4	,	,	PUNCT
issue-1550	243	5	&	&	CCONJ
issue-1550	243	6	sparks	spark	VERB
issue-1550	243	7	,	,	PUNCT
issue-1550	243	8	b.	b.	PROPN
issue-1550	243	9	(	(	PUNCT
issue-1550	243	10	2012	2012	NUM
issue-1550	243	11	)	)	PUNCT
issue-1550	243	12	.	.	PUNCT
issue-1550	244	1	explanations	explanation	NOUN
issue-1550	244	2	:	:	PUNCT
issue-1550	244	3	if	if	SCONJ
issue-1550	244	4	,	,	PUNCT
issue-1550	244	5	when	when	SCONJ
issue-1550	244	6	,	,	PUNCT
issue-1550	244	7	and	and	CCONJ
issue-1550	244	8	how	how	SCONJ
issue-1550	244	9	they	they	PRON
issue-1550	244	10	aid	aid	VERB
issue-1550	244	11	service	service	NOUN
issue-1550	244	12	recovery	recovery	NOUN
issue-1550	244	13	.	.	PUNCT
issue-1550	245	1	journal	journal	PROPN
issue-1550	245	2	of	of	ADP
issue-1550	245	3	services	service	NOUN
issue-1550	245	4	marketing	marketing	NOUN
issue-1550	245	5	,	,	PUNCT
issue-1550	245	6	26(1	26(1	NUM
issue-1550	245	7	)	)	PUNCT
issue-1550	245	8	,	,	PUNCT
issue-1550	245	9	41–51	41–51	NUM
issue-1550	245	10	.	.	PUNCT
issue-1550	245	11	burket	burket	PROPN
issue-1550	245	12	,	,	PUNCT
issue-1550	245	13	d.	d.	PROPN
issue-1550	245	14	(	(	PUNCT
issue-1550	245	15	2017	2017	NUM
issue-1550	245	16	)	)	PUNCT
issue-1550	245	17	.	.	PUNCT
issue-1550	246	1	digitisation	digitisation	NOUN
issue-1550	246	2	and	and	CCONJ
issue-1550	246	3	digitalisation	digitalisation	NOUN
issue-1550	246	4	:	:	PUNCT
issue-1550	246	5	what	what	PRON
issue-1550	246	6	means	mean	VERB
issue-1550	246	7	what	what	PRON
issue-1550	246	8	?	?	PUNCT
issue-1550	246	9	.	.	PUNCT
issue-1550	247	1	available	available	ADJ
issue-1550	247	2	at	at	ADP
issue-1550	247	3	:	:	PUNCT
issue-1550	247	4	https://workingmouse.com.au/	https://workingmouse.com.au/	PROPN
issue-1550	247	5	innovation	innovation	NOUN
issue-1550	247	6	/	/	SYM
issue-1550	247	7	digitisation	digitisation	NOUN
issue-1550	247	8	-	-	PUNCT
issue-1550	247	9	digitalisation	digitalisation	NOUN
issue-1550	247	10	-	-	PUNCT
issue-1550	247	11	digital	digital	ADJ
issue-1550	247	12	-	-	PUNCT
issue-1550	247	13	transformation/	transformation/	NUM
issue-1550	247	14	(	(	PUNCT
issue-1550	247	15	accessed	access	VERB
issue-1550	247	16	30	30	NUM
issue-1550	247	17	august	august	NOUN
issue-1550	247	18	2021	2021	NUM
issue-1550	247	19	)	)	PUNCT
issue-1550	247	20	.	.	PUNCT
issue-1550	248	1	chern	chern	PROPN
issue-1550	248	2	,	,	PUNCT
issue-1550	248	3	b.	b.	PROPN
issue-1550	248	4	h.	h.	PROPN
issue-1550	248	5	,	,	PUNCT
issue-1550	248	6	&	&	CCONJ
issue-1550	248	7	hui	hui	PROPN
issue-1550	248	8	,	,	PUNCT
issue-1550	248	9	t.	t.	PROPN
issue-1550	248	10	l.	l.	PROPN
issue-1550	248	11	(	(	PUNCT
issue-1550	248	12	2011	2011	NUM
issue-1550	248	13	)	)	PUNCT
issue-1550	248	14	.	.	PUNCT
issue-1550	249	1	cultural	cultural	ADJ
issue-1550	249	2	differences	difference	NOUN
issue-1550	249	3	in	in	ADP
issue-1550	249	4	the	the	DET
issue-1550	249	5	effect	effect	NOUN
issue-1550	249	6	of	of	ADP
issue-1550	249	7	an	an	DET
issue-1550	249	8	explanation	explanation	NOUN
issue-1550	249	9	on	on	ADP
issue-1550	249	10	consumers	consumer	NOUN
issue-1550	249	11	'	'	PART
issue-1550	249	12	perceived	perceive	VERB
issue-1550	249	13	justice	justice	NOUN
issue-1550	249	14	and	and	CCONJ
issue-1550	249	15	post	post	ADJ
issue-1550	249	16	-	-	ADJ
issue-1550	249	17	recovery	recovery	NOUN
issue-1550	249	18	satisfaction	satisfaction	NOUN
issue-1550	249	19	.	.	PUNCT
issue-1550	250	1	journal	journal	NOUN
issue-1550	250	2	of	of	ADP
issue-1550	250	3	tourism	tourism	NOUN
issue-1550	250	4	,	,	PUNCT
issue-1550	250	5	hospitality	hospitality	NOUN
issue-1550	250	6	and	and	CCONJ
issue-1550	250	7	culinary	culinary	NOUN
issue-1550	250	8	arts	art	NOUN
issue-1550	250	9	,	,	PUNCT
issue-1550	250	10	3(2	3(2	NUM
issue-1550	250	11	)	)	PUNCT
issue-1550	250	12	,	,	PUNCT
issue-1550	250	13	19–29	19–29	NUM
issue-1550	250	14	.	.	PUNCT
issue-1550	251	1	chuang	chuang	PROPN
issue-1550	251	2	,	,	PUNCT
issue-1550	251	3	s.	s.	PROPN
issue-1550	251	4	c.	c.	PROPN
issue-1550	251	5	,	,	PUNCT
issue-1550	251	6	cheng	cheng	PROPN
issue-1550	251	7	,	,	PUNCT
issue-1550	251	8	y.	y.	PROPN
issue-1550	251	9	h.	h.	PROPN
issue-1550	251	10	,	,	PUNCT
issue-1550	251	11	chang	chang	PROPN
issue-1550	251	12	,	,	PUNCT
issue-1550	251	13	c.	c.	PROPN
issue-1550	251	14	j.	j.	PROPN
issue-1550	251	15	,	,	PUNCT
issue-1550	251	16	&	&	CCONJ
issue-1550	251	17	yang	yang	PROPN
issue-1550	251	18	,	,	PUNCT
issue-1550	251	19	s.	s.	PROPN
issue-1550	251	20	w.	w.	PROPN
issue-1550	251	21	(	(	PUNCT
issue-1550	251	22	2012	2012	NUM
issue-1550	251	23	)	)	PUNCT
issue-1550	251	24	.	.	PUNCT
issue-1550	252	1	the	the	DET
issue-1550	252	2	effect	effect	NOUN
issue-1550	252	3	of	of	ADP
issue-1550	252	4	service	service	NOUN
issue-1550	252	5	failure	failure	NOUN
issue-1550	252	6	types	type	NOUN
issue-1550	252	7	and	and	CCONJ
issue-1550	252	8	service	service	NOUN
issue-1550	252	9	recovery	recovery	NOUN
issue-1550	252	10	on	on	ADP
issue-1550	252	11	customer	customer	NOUN
issue-1550	252	12	satisfaction	satisfaction	NOUN
issue-1550	252	13	:	:	PUNCT
issue-1550	252	14	a	a	DET
issue-1550	252	15	mental	mental	ADJ
issue-1550	252	16	accounting	accounting	NOUN
issue-1550	252	17	perspective	perspective	NOUN
issue-1550	252	18	.	.	PUNCT
issue-1550	253	1	the	the	DET
issue-1550	253	2	service	service	NOUN
issue-1550	253	3	industries	industry	NOUN
issue-1550	253	4	journal	journal	NOUN
issue-1550	253	5	,	,	PUNCT
issue-1550	253	6	32(2	32(2	NUM
issue-1550	253	7	)	)	PUNCT
issue-1550	253	8	,	,	PUNCT
issue-1550	253	9	257–271	257–271	NUM
issue-1550	253	10	.	.	PUNCT
issue-1550	254	1	baltic	baltic	PROPN
issue-1550	254	2	journal	journal	PROPN
issue-1550	254	3	of	of	ADP
issue-1550	254	4	economic	economic	ADJ
issue-1550	254	5	studies	study	NOUN
issue-1550	254	6	9	9	NUM
issue-1550	254	7	vol	vol	NOUN
issue-1550	254	8	.	.	PROPN
issue-1550	255	1	7	7	NUM
issue-1550	256	1	no	no	NOUN
issue-1550	256	2	.	.	NOUN
issue-1550	256	3	5	5	NUM
issue-1550	256	4	,	,	PUNCT
issue-1550	256	5	2021	2021	NUM
issue-1550	256	6	cohron	cohron	ADJ
issue-1550	256	7	,	,	PUNCT
issue-1550	256	8	m.	m.	NOUN
issue-1550	256	9	,	,	PUNCT
issue-1550	256	10	cummings	cummings	PROPN
issue-1550	256	11	,	,	PUNCT
issue-1550	256	12	s.	s.	PROPN
issue-1550	256	13	,	,	PUNCT
issue-1550	256	14	laroia	laroia	PROPN
issue-1550	256	15	,	,	PUNCT
issue-1550	256	16	a.	a.	NOUN
issue-1550	256	17	,	,	PUNCT
issue-1550	256	18	&	&	CCONJ
issue-1550	256	19	yavar	yavar	PROPN
issue-1550	256	20	,	,	PUNCT
issue-1550	256	21	e.	e.	PROPN
issue-1550	256	22	(	(	PUNCT
issue-1550	256	23	2020	2020	NUM
issue-1550	256	24	)	)	PUNCT
issue-1550	256	25	.	.	PUNCT
issue-1550	257	1	covid-19	covid-19	PROPN
issue-1550	257	2	is	be	AUX
issue-1550	257	3	accelerating	accelerate	VERB
issue-1550	257	4	the	the	DET
issue-1550	257	5	rise	rise	NOUN
issue-1550	257	6	of	of	ADP
issue-1550	257	7	the	the	DET
issue-1550	257	8	digital	digital	ADJ
issue-1550	257	9	economy	economy	NOUN
issue-1550	257	10	.	.	PUNCT
issue-1550	258	1	available	available	ADJ
issue-1550	258	2	at	at	ADP
issue-1550	258	3	:	:	PUNCT
issue-1550	258	4	https://www.bdo.com/getattachment/07e769aa-5755-4151-9b52-4eeccfe61710/	https://www.bdo.com/getattachment/07e769aa-5755-4151-9b52-4eeccfe61710/	NOUN
issue-1550	258	5	attachment.aspx?adv_dts_covid-19-is-accelerating-the-rise-of-the-digital-economy_web.pdf	attachment.aspx?adv_dts_covid-19-is-accelerating-the-rise-of-the-digital-economy_web.pdf	PROPN
issue-1550	258	6	(	(	PUNCT
issue-1550	258	7	accessed	access	VERB
issue-1550	258	8	12	12	NUM
issue-1550	258	9	august	august	NOUN
issue-1550	258	10	2021	2021	NUM
issue-1550	258	11	)	)	PUNCT
issue-1550	258	12	.	.	PUNCT
issue-1550	259	1	daskin	daskin	NOUN
issue-1550	259	2	,	,	PUNCT
issue-1550	259	3	m.	m.	NOUN
issue-1550	259	4	,	,	PUNCT
issue-1550	259	5	&	&	CCONJ
issue-1550	259	6	kasim	kasim	PROPN
issue-1550	259	7	,	,	PUNCT
issue-1550	259	8	a.	a.	PROPN
issue-1550	259	9	,	,	PUNCT
issue-1550	259	10	(	(	PUNCT
issue-1550	259	11	2016	2016	NUM
issue-1550	259	12	)	)	PUNCT
issue-1550	259	13	.	.	PUNCT
issue-1550	260	1	exploring	explore	VERB
issue-1550	260	2	the	the	DET
issue-1550	260	3	impact	impact	NOUN
issue-1550	260	4	of	of	ADP
issue-1550	260	5	service	service	NOUN
issue-1550	260	6	recovery	recovery	NOUN
issue-1550	260	7	on	on	ADP
issue-1550	260	8	customer	customer	NOUN
issue-1550	260	9	affection	affection	NOUN
issue-1550	260	10	,	,	PUNCT
issue-1550	260	11	perceived	perceive	VERB
issue-1550	260	12	value	value	NOUN
issue-1550	260	13	,	,	PUNCT
issue-1550	260	14	and	and	CCONJ
issue-1550	260	15	sabotaging	sabotage	VERB
issue-1550	260	16	behaviour	behaviour	NOUN
issue-1550	260	17	:	:	PUNCT
issue-1550	260	18	does	do	AUX
issue-1550	260	19	gender	gender	NOUN
issue-1550	260	20	make	make	VERB
issue-1550	260	21	a	a	DET
issue-1550	260	22	difference	difference	NOUN
issue-1550	260	23	?	?	PUNCT
issue-1550	261	1	international	international	ADJ
issue-1550	261	2	journal	journal	PROPN
issue-1550	261	3	of	of	ADP
issue-1550	261	4	services	service	NOUN
issue-1550	261	5	and	and	CCONJ
issue-1550	261	6	operations	operation	NOUN
issue-1550	261	7	management	management	NOUN
issue-1550	261	8	,	,	PUNCT
issue-1550	261	9	23(4	23(4	NOUN
issue-1550	261	10	)	)	PUNCT
issue-1550	261	11	,	,	PUNCT
issue-1550	261	12	467–485	467–485	NUM
issue-1550	261	13	.	.	PUNCT
issue-1550	261	14	deloite	deloite	PROPN
issue-1550	261	15	(	(	PUNCT
issue-1550	261	16	2013	2013	NUM
issue-1550	261	17	)	)	PUNCT
issue-1550	261	18	.	.	PUNCT
issue-1550	262	1	the	the	DET
issue-1550	262	2	digital	digital	ADJ
issue-1550	262	3	transformation	transformation	NOUN
issue-1550	262	4	of	of	ADP
issue-1550	262	5	customer	customer	NOUN
issue-1550	262	6	services	service	NOUN
issue-1550	262	7	:	:	PUNCT
issue-1550	262	8	our	our	PRON
issue-1550	262	9	point	point	NOUN
issue-1550	262	10	of	of	ADP
issue-1550	262	11	view	view	NOUN
issue-1550	262	12	.	.	PUNCT
issue-1550	263	1	available	available	ADJ
issue-1550	263	2	at	at	ADP
issue-1550	263	3	:	:	PUNCT
issue-1550	263	4	https://www2.deloitte.com/content/dam/deloitte/nl/documents/consumer-business/deloitte-nl-the-digitaltransformation-of-customer-services.pdf	https://www2.deloitte.com/content/dam/deloitte/nl/documents/consumer-business/deloitte-nl-the-digitaltransformation-of-customer-services.pdf	NOUN
issue-1550	263	5	(	(	PUNCT
issue-1550	263	6	accessed	access	VERB
issue-1550	263	7	20	20	NUM
issue-1550	263	8	august	august	PROPN
issue-1550	263	9	2021	2021	NUM
issue-1550	263	10	)	)	PUNCT
issue-1550	263	11	.	.	PUNCT
issue-1550	264	1	diebner	diebner	PROPN
issue-1550	264	2	,	,	PUNCT
issue-1550	264	3	r.	r.	PROPN
issue-1550	264	4	,	,	PUNCT
issue-1550	264	5	silliman	silliman	PROPN
issue-1550	264	6	,	,	PUNCT
issue-1550	264	7	e.	e.	PROPN
issue-1550	264	8	,	,	PUNCT
issue-1550	264	9	ungerman	ungerman	PROPN
issue-1550	264	10	,	,	PUNCT
issue-1550	264	11	k.	k.	PROPN
issue-1550	264	12	,	,	PUNCT
issue-1550	264	13	&	&	CCONJ
issue-1550	264	14	vancauwenberghe	vancauwenberghe	PROPN
issue-1550	264	15	,	,	PUNCT
issue-1550	264	16	m.	m.	NOUN
issue-1550	264	17	(	(	PUNCT
issue-1550	264	18	2020	2020	NUM
issue-1550	264	19	)	)	PUNCT
issue-1550	264	20	.	.	PUNCT
issue-1550	265	1	adapting	adapt	VERB
issue-1550	265	2	customer	customer	NOUN
issue-1550	265	3	experience	experience	NOUN
issue-1550	265	4	in	in	ADP
issue-1550	265	5	the	the	DET
issue-1550	265	6	time	time	NOUN
issue-1550	265	7	of	of	ADP
issue-1550	265	8	coronavirus	coronavirus	NOUN
issue-1550	265	9	.	.	PUNCT
issue-1550	266	1	available	available	ADJ
issue-1550	266	2	at	at	ADP
issue-1550	266	3	:	:	PUNCT
issue-1550	266	4	https://www.mckinsey.com/business-functions/marketing-and-sales/ourinsights/adapting-customer-experience-in-the-time-of-coronavirus	https://www.mckinsey.com/business-functions/marketing-and-sales/ourinsights/adapting-customer-experience-in-the-time-of-coronavirus	X
issue-1550	266	5	(	(	PUNCT
issue-1550	266	6	accessed	access	VERB
issue-1550	266	7	25	25	NUM
issue-1550	266	8	august	august	PROPN
issue-1550	266	9	2021	2021	NUM
issue-1550	266	10	)	)	PUNCT
issue-1550	266	11	.	.	PUNCT
issue-1550	267	1	dixon	dixon	PROPN
issue-1550	267	2	,	,	PUNCT
issue-1550	267	3	m.	m.	NOUN
issue-1550	267	4	,	,	PUNCT
issue-1550	267	5	mckenna	mckenna	NOUN
issue-1550	267	6	,	,	PUNCT
issue-1550	267	7	t.	t.	PROPN
issue-1550	267	8	,	,	PUNCT
issue-1550	267	9	&	&	CCONJ
issue-1550	267	10	de	de	PROPN
issue-1550	267	11	la	la	PROPN
issue-1550	267	12	o.	o.	PROPN
issue-1550	267	13	g.	g.	PROPN
issue-1550	267	14	(	(	PUNCT
issue-1550	267	15	2020	2020	NUM
issue-1550	267	16	)	)	PUNCT
issue-1550	267	17	.	.	PUNCT
issue-1550	268	1	supporting	support	VERB
issue-1550	268	2	customer	customer	NOUN
issue-1550	268	3	service	service	NOUN
issue-1550	268	4	through	through	ADP
issue-1550	268	5	the	the	DET
issue-1550	268	6	coronavirus	coronavirus	NOUN
issue-1550	268	7	crisis	crisis	NOUN
issue-1550	268	8	.	.	PUNCT
issue-1550	269	1	available	available	ADJ
issue-1550	269	2	at	at	ADP
issue-1550	269	3	:	:	PUNCT
issue-1550	269	4	https://hbr.org/2020/04/supporting-customer-service-through-the-coronavirus-crisis	https://hbr.org/2020/04/supporting-customer-service-through-the-coronavirus-crisis	NOUN
issue-1550	269	5	(	(	PUNCT
issue-1550	269	6	accessed	access	VERB
issue-1550	269	7	10	10	NUM
issue-1550	269	8	august	august	PROPN
issue-1550	269	9	2021	2021	NUM
issue-1550	269	10	)	)	PUNCT
issue-1550	269	11	.	.	PUNCT
issue-1550	270	1	donthu	donthu	PROPN
issue-1550	270	2	,	,	PUNCT
issue-1550	270	3	n.	n.	NOUN
issue-1550	270	4	,	,	PUNCT
issue-1550	270	5	&	&	CCONJ
issue-1550	270	6	gustafsson	gustafsson	PROPN
issue-1550	270	7	,	,	PUNCT
issue-1550	270	8	a.	a.	NOUN
issue-1550	270	9	(	(	PUNCT
issue-1550	270	10	2020	2020	NUM
issue-1550	270	11	)	)	PUNCT
issue-1550	270	12	.	.	PUNCT
issue-1550	271	1	effects	effect	NOUN
issue-1550	271	2	of	of	ADP
issue-1550	271	3	covid-19	covid-19	PROPN
issue-1550	271	4	on	on	ADP
issue-1550	271	5	business	business	NOUN
issue-1550	271	6	and	and	CCONJ
issue-1550	271	7	research	research	NOUN
issue-1550	271	8	.	.	PUNCT
issue-1550	272	1	journal	journal	PROPN
issue-1550	272	2	of	of	ADP
issue-1550	272	3	business	business	NOUN
issue-1550	272	4	research	research	NOUN
issue-1550	272	5	,	,	PUNCT
issue-1550	272	6	117	117	NUM
issue-1550	272	7	,	,	PUNCT
issue-1550	272	8	284–289	284–289	NUM
issue-1550	272	9	.	.	PUNCT
issue-1550	273	1	doi	doi	NOUN
issue-1550	273	2	:	:	PUNCT
issue-1550	273	3	https://doi.org/10.1016/j.jbusres.2020.06.008	https://doi.org/10.1016/j.jbusres.2020.06.008	NOUN
issue-1550	273	4	ekiz	ekiz	NOUN
issue-1550	273	5	,	,	PUNCT
issue-1550	273	6	e.	e.	PROPN
issue-1550	273	7	h.	h.	PROPN
issue-1550	273	8	,	,	PUNCT
issue-1550	273	9	&	&	CCONJ
issue-1550	273	10	khoo	khoo	PROPN
issue-1550	273	11	-	-	PUNCT
issue-1550	273	12	lattimore	lattimore	PROPN
issue-1550	273	13	,	,	PUNCT
issue-1550	273	14	c.	c.	PROPN
issue-1550	273	15	(	(	PUNCT
issue-1550	273	16	2011	2011	NUM
issue-1550	273	17	)	)	PUNCT
issue-1550	273	18	.	.	PUNCT
issue-1550	274	1	factors	factor	NOUN
issue-1550	274	2	influencing	influence	VERB
issue-1550	274	3	organizational	organizational	ADJ
issue-1550	274	4	responses	response	NOUN
issue-1550	274	5	to	to	PART
issue-1550	274	6	guest	guest	VERB
issue-1550	274	7	complaints	complaint	NOUN
issue-1550	274	8	:	:	PUNCT
issue-1550	274	9	cases	case	NOUN
issue-1550	274	10	of	of	ADP
issue-1550	274	11	hong	hong	PROPN
issue-1550	274	12	kong	kong	PROPN
issue-1550	274	13	and	and	CCONJ
issue-1550	274	14	northern	northern	PROPN
issue-1550	274	15	cyprus	cyprus	PROPN
issue-1550	274	16	.	.	PUNCT
issue-1550	275	1	estudios	estudio	NOUN
issue-1550	275	2	y	y	PROPN
issue-1550	275	3	perspectivas	perspectivas	PROPN
issue-1550	275	4	en	en	PROPN
issue-1550	275	5	turismo	turismo	PROPN
issue-1550	275	6	,	,	PUNCT
issue-1550	275	7	20(11	20(11	NUM
issue-1550	275	8	)	)	PUNCT
issue-1550	275	9	,	,	PUNCT
issue-1550	275	10	673–705	673–705	NUM
issue-1550	275	11	.	.	PUNCT
issue-1550	276	1	ellyawati	ellyawati	PROPN
issue-1550	276	2	,	,	PUNCT
issue-1550	276	3	j.	j.	PROPN
issue-1550	276	4	,	,	PUNCT
issue-1550	276	5	purwanto	purwanto	PROPN
issue-1550	276	6	,	,	PUNCT
issue-1550	276	7	b.	b.	PROPN
issue-1550	276	8	m.	m.	PROPN
issue-1550	276	9	,	,	PUNCT
issue-1550	276	10	&	&	CCONJ
issue-1550	276	11	dharmmesta	dharmmesta	PROPN
issue-1550	276	12	,	,	PUNCT
issue-1550	276	13	b.	b.	PROPN
issue-1550	276	14	s.	s.	PROPN
issue-1550	276	15	(	(	PUNCT
issue-1550	276	16	2012	2012	NUM
issue-1550	276	17	)	)	PUNCT
issue-1550	276	18	.	.	PUNCT
issue-1550	277	1	the	the	DET
issue-1550	277	2	effect	effect	NOUN
issue-1550	277	3	of	of	ADP
issue-1550	277	4	perceived	perceive	VERB
issue-1550	277	5	justice	justice	NOUN
issue-1550	277	6	on	on	ADP
issue-1550	277	7	customer	customer	NOUN
issue-1550	277	8	satisfaction	satisfaction	NOUN
issue-1550	277	9	in	in	ADP
issue-1550	277	10	the	the	DET
issue-1550	277	11	service	service	NOUN
issue-1550	277	12	recovery	recovery	NOUN
issue-1550	277	13	context	context	NOUN
issue-1550	277	14	:	:	PUNCT
issue-1550	277	15	testing	test	VERB
issue-1550	277	16	mediating	mediating	NOUN
issue-1550	277	17	variables	variable	NOUN
issue-1550	277	18	.	.	PUNCT
issue-1550	278	1	journal	journal	NOUN
issue-1550	278	2	of	of	ADP
issue-1550	278	3	service	service	NOUN
issue-1550	278	4	science	science	NOUN
issue-1550	278	5	,	,	PUNCT
issue-1550	278	6	5(2	5(2	NUM
issue-1550	278	7	)	)	PUNCT
issue-1550	278	8	,	,	PUNCT
issue-1550	278	9	87	87	NUM
issue-1550	278	10	.	.	PUNCT
issue-1550	279	1	fitzpatrick	fitzpatrick	PROPN
issue-1550	279	2	,	,	PUNCT
issue-1550	279	3	m.	m.	NOUN
issue-1550	279	4	,	,	PUNCT
issue-1550	279	5	gill	gill	PROPN
issue-1550	279	6	,	,	PUNCT
issue-1550	279	7	i.	i.	PROPN
issue-1550	279	8	,	,	PUNCT
issue-1550	279	9	libarikian	libarikian	PROPN
issue-1550	279	10	,	,	PUNCT
issue-1550	279	11	a.	a.	NOUN
issue-1550	279	12	,	,	PUNCT
issue-1550	279	13	smaje	smaje	NOUN
issue-1550	279	14	,	,	PUNCT
issue-1550	279	15	k.	k.	PROPN
issue-1550	279	16	,	,	PUNCT
issue-1550	279	17	&	&	CCONJ
issue-1550	279	18	zemmel	zemmel	PROPN
issue-1550	279	19	,	,	PUNCT
issue-1550	279	20	r.	r.	PROPN
issue-1550	279	21	(	(	PUNCT
issue-1550	279	22	2020	2020	NUM
issue-1550	279	23	)	)	PUNCT
issue-1550	279	24	the	the	DET
issue-1550	279	25	digital	digital	ADJ
issue-1550	279	26	-	-	PUNCT
issue-1550	279	27	led	lead	VERB
issue-1550	279	28	recovery	recovery	NOUN
issue-1550	279	29	from	from	ADP
issue-1550	279	30	covid-19	covid-19	PROPN
issue-1550	279	31	:	:	PUNCT
issue-1550	279	32	five	five	NUM
issue-1550	279	33	questions	question	NOUN
issue-1550	279	34	for	for	ADP
issue-1550	279	35	ceos	ceo	NOUN
issue-1550	279	36	.	.	PUNCT
issue-1550	280	1	mckinsey	mckinsey	PROPN
issue-1550	280	2	digital	digital	PROPN
issue-1550	280	3	.	.	PUNCT
issue-1550	281	1	available	available	ADJ
issue-1550	281	2	at	at	ADP
issue-1550	281	3	:	:	PUNCT
issue-1550	281	4	https://www.mckinsey.com/business	https://www.mckinsey.com/business	NOUN
issue-1550	281	5	functions	function	NOUN
issue-1550	281	6	/	/	SYM
issue-1550	281	7	mckinsey	mckinsey	NOUN
issue-1550	281	8	-	-	PUNCT
issue-1550	281	9	digital	digital	ADJ
issue-1550	281	10	/	/	SYM
issue-1550	281	11	our	our	PRON
issue-1550	281	12	-	-	PUNCT
issue-1550	281	13	insights	insight	NOUN
issue-1550	281	14	/	/	SYM
issue-1550	281	15	the	the	DET
issue-1550	281	16	-	-	PUNCT
issue-1550	281	17	digital	digital	ADJ
issue-1550	281	18	-	-	PUNCT
issue-1550	281	19	led	lead	VERB
issue-1550	281	20	-	-	PUNCT
issue-1550	281	21	recovery	recovery	NOUN
issue-1550	281	22	-	-	PUNCT
issue-1550	281	23	from	from	ADP
issue-1550	281	24	-	-	PUNCT
issue-1550	281	25	covid-19	covid-19	PROPN
issue-1550	281	26	-	-	PUNCT
issue-1550	281	27	five	five	NUM
issue-1550	281	28	-	-	PUNCT
issue-1550	281	29	questions	question	NOUN
issue-1550	281	30	-	-	PUNCT
issue-1550	281	31	for	for	ADP
issue-1550	281	32	-	-	PUNCT
issue-1550	281	33	ceos	ceos	NOUN
issue-1550	281	34	(	(	PUNCT
issue-1550	281	35	accessed	access	VERB
issue-1550	281	36	21	21	NUM
issue-1550	281	37	august	august	PROPN
issue-1550	281	38	2021	2021	NUM
issue-1550	281	39	)	)	PUNCT
issue-1550	281	40	.	.	PUNCT
issue-1550	282	1	fu	fu	PROPN
issue-1550	282	2	,	,	PUNCT
issue-1550	282	3	h.	h.	PROPN
issue-1550	282	4	,	,	PUNCT
issue-1550	282	5	wu	wu	PROPN
issue-1550	282	6	,	,	PUNCT
issue-1550	282	7	d.	d.	PROPN
issue-1550	282	8	c.	c.	PROPN
issue-1550	282	9	,	,	PUNCT
issue-1550	282	10	huang	huang	PROPN
issue-1550	282	11	,	,	PUNCT
issue-1550	282	12	s.	s.	PROPN
issue-1550	282	13	,	,	PUNCT
issue-1550	282	14	song	song	NOUN
issue-1550	282	15	,	,	PUNCT
issue-1550	282	16	h.	h.	PROPN
issue-1550	282	17	,	,	PUNCT
issue-1550	282	18	&	&	CCONJ
issue-1550	282	19	gong	gong	PROPN
issue-1550	282	20	,	,	PUNCT
issue-1550	282	21	j.	j.	PROPN
issue-1550	282	22	(	(	PUNCT
issue-1550	282	23	2015	2015	NUM
issue-1550	282	24	)	)	PUNCT
issue-1550	282	25	.	.	PUNCT
issue-1550	283	1	monetary	monetary	ADJ
issue-1550	283	2	or	or	CCONJ
issue-1550	283	3	non	non	ADJ
issue-1550	283	4	-	-	ADJ
issue-1550	283	5	monetary	monetary	ADJ
issue-1550	283	6	compensation	compensation	NOUN
issue-1550	283	7	for	for	ADP
issue-1550	283	8	service	service	NOUN
issue-1550	283	9	failure	failure	NOUN
issue-1550	283	10	.	.	PUNCT
issue-1550	284	1	a	a	DET
issue-1550	284	2	study	study	NOUN
issue-1550	284	3	of	of	ADP
issue-1550	284	4	customer	customer	NOUN
issue-1550	284	5	preferences	preference	NOUN
issue-1550	284	6	under	under	ADP
issue-1550	284	7	various	various	ADJ
issue-1550	284	8	loci	loci	NOUN
issue-1550	284	9	of	of	ADP
issue-1550	284	10	casualty	casualty	NOUN
issue-1550	284	11	.	.	PUNCT
issue-1550	285	1	international	international	ADJ
issue-1550	285	2	journal	journal	PROPN
issue-1550	285	3	of	of	ADP
issue-1550	285	4	hospitality	hospitality	PROPN
issue-1550	285	5	management	management	NOUN
issue-1550	285	6	,	,	PUNCT
issue-1550	285	7	46(1	46(1	PROPN
issue-1550	285	8	)	)	PUNCT
issue-1550	285	9	,	,	PUNCT
issue-1550	285	10	55–64	55–64	NUM
issue-1550	285	11	.	.	PUNCT
issue-1550	286	1	gelbrich	gelbrich	PROPN
issue-1550	286	2	,	,	PUNCT
issue-1550	286	3	k.	k.	PROPN
issue-1550	286	4	,	,	PUNCT
issue-1550	286	5	&	&	CCONJ
issue-1550	286	6	roschk	roschk	PROPN
issue-1550	286	7	,	,	PUNCT
issue-1550	286	8	h.	h.	PROPN
issue-1550	286	9	(	(	PUNCT
issue-1550	286	10	2011	2011	NUM
issue-1550	286	11	)	)	PUNCT
issue-1550	286	12	.	.	PUNCT
issue-1550	287	1	a	a	DET
issue-1550	287	2	meta	meta	ADJ
issue-1550	287	3	-	-	PUNCT
issue-1550	287	4	analysis	analysis	NOUN
issue-1550	287	5	of	of	ADP
issue-1550	287	6	organizational	organizational	ADJ
issue-1550	287	7	complaint	complaint	NOUN
issue-1550	287	8	handling	handling	NOUN
issue-1550	287	9	and	and	CCONJ
issue-1550	287	10	customer	customer	NOUN
issue-1550	287	11	responses	response	NOUN
issue-1550	287	12	.	.	PUNCT
issue-1550	288	1	journal	journal	NOUN
issue-1550	288	2	of	of	ADP
issue-1550	288	3	service	service	NOUN
issue-1550	288	4	research	research	NOUN
issue-1550	288	5	,	,	PUNCT
issue-1550	288	6	14(1	14(1	NUM
issue-1550	288	7	)	)	PUNCT
issue-1550	288	8	,	,	PUNCT
issue-1550	288	9	24–43	24–43	PROPN
issue-1550	288	10	.	.	PUNCT
issue-1550	289	1	grewal	grewal	PROPN
issue-1550	289	2	,	,	PUNCT
issue-1550	289	3	d.	d.	PROPN
issue-1550	289	4	,	,	PUNCT
issue-1550	289	5	roggeveen	roggeveen	PROPN
issue-1550	289	6	,	,	PUNCT
issue-1550	289	7	a.l	a.l	PROPN
issue-1550	289	8	.	.	PROPN
issue-1550	289	9	,	,	PUNCT
issue-1550	289	10	&	&	CCONJ
issue-1550	289	11	tsiros	tsiro	NOUN
issue-1550	289	12	,	,	PUNCT
issue-1550	289	13	m.	m.	NOUN
issue-1550	289	14	(	(	PUNCT
issue-1550	289	15	2008	2008	NUM
issue-1550	289	16	)	)	PUNCT
issue-1550	289	17	.	.	PUNCT
issue-1550	290	1	the	the	DET
issue-1550	290	2	effect	effect	NOUN
issue-1550	290	3	of	of	ADP
issue-1550	290	4	compensation	compensation	NOUN
issue-1550	290	5	on	on	ADP
issue-1550	290	6	repurchase	repurchase	NOUN
issue-1550	290	7	intentions	intention	NOUN
issue-1550	290	8	in	in	ADP
issue-1550	290	9	service	service	NOUN
issue-1550	290	10	recovery	recovery	NOUN
issue-1550	290	11	.	.	PUNCT
issue-1550	291	1	journal	journal	NOUN
issue-1550	291	2	of	of	ADP
issue-1550	291	3	retailing	retailing	NOUN
issue-1550	291	4	,	,	PUNCT
issue-1550	291	5	84(4	84(4	NUM
issue-1550	291	6	)	)	PUNCT
issue-1550	291	7	,	,	PUNCT
issue-1550	291	8	424–434	424–434	NUM
issue-1550	291	9	.	.	PUNCT
issue-1550	292	1	gupta	gupta	PROPN
issue-1550	292	2	,	,	PUNCT
issue-1550	292	3	m.	m.	NOUN
issue-1550	292	4	s.	s.	PROPN
issue-1550	292	5	(	(	PUNCT
issue-1550	292	6	2020	2020	NUM
issue-1550	292	7	)	)	PUNCT
issue-1550	292	8	.	.	PUNCT
issue-1550	293	1	what	what	PRON
issue-1550	293	2	is	be	AUX
issue-1550	293	3	digitization	digitization	NOUN
issue-1550	293	4	,	,	PUNCT
issue-1550	293	5	digitalization	digitalization	NOUN
issue-1550	293	6	,	,	PUNCT
issue-1550	293	7	and	and	CCONJ
issue-1550	293	8	digital	digital	ADJ
issue-1550	293	9	transformation	transformation	NOUN
issue-1550	293	10	?	?	PUNCT
issue-1550	293	11	.	.	PUNCT
issue-1550	294	1	available	available	ADJ
issue-1550	294	2	at	at	ADP
issue-1550	294	3	:	:	PUNCT
issue-1550	294	4	https://www.arcweb.com/blog/what-digitization-digitalization-digital-transformation	https://www.arcweb.com/blog/what-digitization-digitalization-digital-transformation	PROPN
issue-1550	294	5	(	(	PUNCT
issue-1550	294	6	accessed	access	VERB
issue-1550	294	7	30	30	NUM
issue-1550	294	8	september	september	PROPN
issue-1550	294	9	2021	2021	NUM
issue-1550	294	10	)	)	PUNCT
issue-1550	294	11	.	.	PUNCT
issue-1550	295	1	harun	harun	PROPN
issue-1550	295	2	,	,	PUNCT
issue-1550	295	3	a.	a.	PROPN
issue-1550	295	4	,	,	PUNCT
issue-1550	295	5	rokonuzzaman	rokonuzzaman	NOUN
issue-1550	295	6	,	,	PUNCT
issue-1550	295	7	m.	m.	NOUN
issue-1550	295	8	,	,	PUNCT
issue-1550	295	9	prybutok	prybutok	NOUN
issue-1550	295	10	,	,	PUNCT
issue-1550	295	11	g.	g.	PROPN
issue-1550	295	12	&	&	CCONJ
issue-1550	295	13	prybutok	prybutok	PROPN
issue-1550	295	14	,	,	PUNCT
issue-1550	295	15	v.r	v.r	PROPN
issue-1550	295	16	.	.	PROPN
issue-1550	295	17	,	,	PUNCT
issue-1550	295	18	(	(	PUNCT
issue-1550	295	19	2018	2018	NUM
issue-1550	295	20	)	)	PUNCT
issue-1550	295	21	.	.	PUNCT
issue-1550	296	1	how	how	SCONJ
issue-1550	296	2	to	to	PART
issue-1550	296	3	influence	influence	VERB
issue-1550	296	4	consumer	consumer	NOUN
issue-1550	296	5	mindset	mindset	NOUN
issue-1550	296	6	:	:	PUNCT
issue-1550	296	7	a	a	DET
issue-1550	296	8	perspective	perspective	NOUN
issue-1550	296	9	from	from	ADP
issue-1550	296	10	service	service	NOUN
issue-1550	296	11	recovery	recovery	NOUN
issue-1550	296	12	.	.	PUNCT
issue-1550	297	1	journal	journal	NOUN
issue-1550	297	2	of	of	ADP
issue-1550	297	3	retailing	retailing	NOUN
issue-1550	297	4	and	and	CCONJ
issue-1550	297	5	consumer	consumer	NOUN
issue-1550	297	6	services	service	NOUN
issue-1550	297	7	,	,	PUNCT
issue-1550	297	8	42	42	NUM
issue-1550	297	9	,	,	PUNCT
issue-1550	297	10	65–77	65–77	PROPN
issue-1550	297	11	.	.	PUNCT
issue-1550	298	1	iglesias	iglesias	PROPN
issue-1550	298	2	,	,	PUNCT
issue-1550	298	3	v.	v.	PROPN
issue-1550	298	4	,	,	PUNCT
issue-1550	298	5	varela	varela	PROPN
issue-1550	298	6	-	-	PUNCT
issue-1550	298	7	neira	neira	PROPN
issue-1550	298	8	,	,	PUNCT
issue-1550	298	9	c.	c.	PROPN
issue-1550	298	10	,	,	PUNCT
issue-1550	298	11	&	&	CCONJ
issue-1550	298	12	vázquez	vázquez	NOUN
issue-1550	298	13	-	-	PUNCT
issue-1550	298	14	casielles	casielle	NOUN
issue-1550	298	15	,	,	PUNCT
issue-1550	298	16	r.	r.	PROPN
issue-1550	298	17	(	(	PUNCT
issue-1550	298	18	2015	2015	NUM
issue-1550	298	19	)	)	PUNCT
issue-1550	298	20	.	.	PUNCT
issue-1550	299	1	why	why	SCONJ
issue-1550	299	2	did	do	AUX
issue-1550	299	3	n’t	not	PART
issue-1550	299	4	it	it	PRON
issue-1550	299	5	work	work	VERB
issue-1550	299	6	out	out	ADP
issue-1550	299	7	?	?	PUNCT
issue-1550	300	1	the	the	DET
issue-1550	300	2	effects	effect	NOUN
issue-1550	300	3	of	of	ADP
issue-1550	300	4	attributions	attribution	NOUN
issue-1550	300	5	on	on	ADP
issue-1550	300	6	the	the	DET
issue-1550	300	7	efficacy	efficacy	NOUN
issue-1550	300	8	of	of	ADP
issue-1550	300	9	recovery	recovery	NOUN
issue-1550	300	10	strategies	strategy	NOUN
issue-1550	300	11	.	.	PUNCT
issue-1550	301	1	journal	journal	NOUN
issue-1550	301	2	of	of	ADP
issue-1550	301	3	service	service	NOUN
issue-1550	301	4	theory	theory	NOUN
issue-1550	301	5	and	and	CCONJ
issue-1550	301	6	practice	practice	NOUN
issue-1550	301	7	,	,	PUNCT
issue-1550	301	8	25(6	25(6	NUM
issue-1550	301	9	)	)	PUNCT
issue-1550	301	10	,	,	PUNCT
issue-1550	301	11	700–724	700–724	NUM
issue-1550	301	12	.	.	PUNCT
issue-1550	302	1	jung	jung	PROPN
issue-1550	302	2	,	,	PUNCT
issue-1550	302	3	n.	n.	PROPN
issue-1550	302	4	y.	y.	PROPN
issue-1550	302	5	,	,	PUNCT
issue-1550	302	6	&	&	CCONJ
issue-1550	302	7	seock	seock	PROPN
issue-1550	302	8	,	,	PUNCT
issue-1550	302	9	y.	y.	PROPN
issue-1550	302	10	k.	k.	PROPN
issue-1550	302	11	(	(	PUNCT
issue-1550	302	12	2017	2017	NUM
issue-1550	302	13	)	)	PUNCT
issue-1550	302	14	.	.	PUNCT
issue-1550	303	1	effect	effect	NOUN
issue-1550	303	2	of	of	ADP
issue-1550	303	3	service	service	NOUN
issue-1550	303	4	recovery	recovery	NOUN
issue-1550	303	5	on	on	ADP
issue-1550	303	6	customers	customer	NOUN
issue-1550	303	7	’	'	PUNCT
issue-1550	303	8	perceived	perceive	VERB
issue-1550	303	9	justice	justice	NOUN
issue-1550	303	10	,	,	PUNCT
issue-1550	303	11	satisfaction	satisfaction	NOUN
issue-1550	303	12	,	,	PUNCT
issue-1550	303	13	and	and	CCONJ
issue-1550	303	14	word	word	NOUN
issue-1550	303	15	-	-	PUNCT
issue-1550	303	16	of	of	ADP
issue-1550	303	17	-	-	PUNCT
issue-1550	303	18	mouth	mouth	NOUN
issue-1550	303	19	intentions	intention	NOUN
issue-1550	303	20	on	on	ADP
issue-1550	303	21	online	online	ADJ
issue-1550	303	22	shopping	shopping	NOUN
issue-1550	303	23	websites	website	NOUN
issue-1550	303	24	.	.	PUNCT
issue-1550	304	1	journal	journal	NOUN
issue-1550	304	2	of	of	ADP
issue-1550	304	3	retailing	retailing	NOUN
issue-1550	304	4	and	and	CCONJ
issue-1550	304	5	consumer	consumer	NOUN
issue-1550	304	6	services	service	NOUN
issue-1550	304	7	,	,	PUNCT
issue-1550	304	8	37	37	NUM
issue-1550	304	9	,	,	PUNCT
issue-1550	304	10	23–30	23–30	NUM
issue-1550	304	11	.	.	PUNCT
issue-1550	304	12	kane	kane	PROPN
issue-1550	304	13	,	,	PUNCT
issue-1550	304	14	g.	g.	PROPN
issue-1550	304	15	c.	c.	PROPN
issue-1550	304	16	,	,	PUNCT
issue-1550	304	17	phillips	phillips	PROPN
issue-1550	304	18	,	,	PUNCT
issue-1550	304	19	a.	a.	NOUN
issue-1550	304	20	n.	n.	PROPN
issue-1550	304	21	,	,	PUNCT
issue-1550	304	22	copulsky	copulsky	NOUN
issue-1550	304	23	,	,	PUNCT
issue-1550	304	24	j.	j.	PROPN
issue-1550	304	25	,	,	PUNCT
issue-1550	304	26	&	&	CCONJ
issue-1550	304	27	nand	nand	PROPN
issue-1550	304	28	,	,	PUNCT
issue-1550	304	29	r.	r.	PROPN
issue-1550	304	30	(	(	PUNCT
issue-1550	304	31	2020	2020	NUM
issue-1550	304	32	)	)	PUNCT
issue-1550	304	33	.	.	PUNCT
issue-1550	305	1	a	a	DET
issue-1550	305	2	case	case	NOUN
issue-1550	305	3	of	of	ADP
issue-1550	305	4	acute	acute	ADJ
issue-1550	305	5	disruption	disruption	NOUN
issue-1550	305	6	:	:	PUNCT
issue-1550	305	7	digital	digital	ADJ
issue-1550	305	8	transformation	transformation	NOUN
issue-1550	305	9	through	through	ADP
issue-1550	305	10	the	the	DET
issue-1550	305	11	lens	lens	NOUN
issue-1550	305	12	of	of	ADP
issue-1550	305	13	covid-19	covid-19	PROPN
issue-1550	305	14	.	.	PUNCT
issue-1550	305	15	available	available	ADJ
issue-1550	305	16	at	at	ADP
issue-1550	305	17	:	:	PUNCT
issue-1550	305	18	https://www2.deloitte.com/us/en/insights/topics/digitaltransformation/digital-transformation-covid-19.html	https://www2.deloitte.com/us/en/insights/topics/digitaltransformation/digital-transformation-covid-19.html	X
issue-1550	305	19	(	(	PUNCT
issue-1550	305	20	accessed	access	VERB
issue-1550	305	21	10	10	NUM
issue-1550	305	22	april	april	PROPN
issue-1550	305	23	2021	2021	NUM
issue-1550	305	24	)	)	PUNCT
issue-1550	305	25	.	.	PUNCT
issue-1550	306	1	kang	kang	PROPN
issue-1550	306	2	,	,	PUNCT
issue-1550	306	3	j.	j.	PROPN
issue-1550	306	4	,	,	PUNCT
issue-1550	306	5	diao	diao	PROPN
issue-1550	306	6	,	,	PUNCT
issue-1550	306	7	z.	z.	PROPN
issue-1550	306	8	,	,	PUNCT
issue-1550	306	9	&	&	CCONJ
issue-1550	306	10	zanini	zanini	PROPN
issue-1550	306	11	,	,	PUNCT
issue-1550	306	12	m.	m.	NOUN
issue-1550	306	13	t.	t.	PROPN
issue-1550	306	14	(	(	PUNCT
issue-1550	306	15	2020	2020	NUM
issue-1550	306	16	)	)	PUNCT
issue-1550	306	17	.	.	PUNCT
issue-1550	307	1	business	business	NOUN
issue-1550	307	2	-	-	PUNCT
issue-1550	307	3	to	to	ADP
issue-1550	307	4	-	-	PUNCT
issue-1550	307	5	business	business	NOUN
issue-1550	307	6	marketing	marketing	NOUN
issue-1550	307	7	responses	response	NOUN
issue-1550	307	8	to	to	ADP
issue-1550	307	9	covid-19	covid-19	PROPN
issue-1550	307	10	crisis	crisis	NOUN
issue-1550	307	11	:	:	PUNCT
issue-1550	307	12	a	a	DET
issue-1550	307	13	business	business	NOUN
issue-1550	307	14	process	process	NOUN
issue-1550	307	15	perspective	perspective	NOUN
issue-1550	307	16	.	.	PUNCT
issue-1550	308	1	marketing	marketing	NOUN
issue-1550	308	2	intelligence	intelligence	NOUN
issue-1550	308	3	and	and	CCONJ
issue-1550	308	4	planning	planning	NOUN
issue-1550	308	5	.	.	PUNCT
issue-1550	309	1	doi	doi	NOUN
issue-1550	309	2	:	:	PUNCT
issue-1550	309	3	https://doi.org/10.1108/mip-052020-0217	https://doi.org/10.1108/mip-052020-0217	NOUN
issue-1550	309	4	(	(	PUNCT
issue-1550	309	5	accessed	access	VERB
issue-1550	309	6	21	21	NUM
issue-1550	309	7	april	april	PROPN
issue-1550	309	8	2021	2021	NUM
issue-1550	309	9	)	)	PUNCT
issue-1550	309	10	.	.	PUNCT
issue-1550	310	1	keeffe	keeffe	PROPN
issue-1550	310	2	,	,	PUNCT
issue-1550	310	3	d.	d.	PROPN
issue-1550	310	4	a.	a.	PROPN
issue-1550	310	5	,	,	PUNCT
issue-1550	310	6	russell	russell	PROPN
issue-1550	310	7	-	-	PUNCT
issue-1550	310	8	bennett	bennett	PROPN
issue-1550	310	9	,	,	PUNCT
issue-1550	310	10	r.	r.	PROPN
issue-1550	310	11	,	,	PUNCT
issue-1550	310	12	&	&	CCONJ
issue-1550	310	13	tombs	tombs	PROPN
issue-1550	310	14	,	,	PUNCT
issue-1550	310	15	a.	a.	NOUN
issue-1550	310	16	(	(	PUNCT
issue-1550	310	17	2007	2007	NUM
issue-1550	310	18	)	)	PUNCT
issue-1550	310	19	.	.	PUNCT
issue-1550	311	1	the	the	DET
issue-1550	311	2	intentional	intentional	ADJ
issue-1550	311	3	use	use	NOUN
issue-1550	311	4	of	of	ADP
issue-1550	311	5	service	service	NOUN
issue-1550	311	6	recovery	recovery	NOUN
issue-1550	311	7	strategies	strategy	NOUN
issue-1550	311	8	to	to	PART
issue-1550	311	9	influence	influence	VERB
issue-1550	311	10	consumer	consumer	NOUN
issue-1550	311	11	emotion	emotion	NOUN
issue-1550	311	12	,	,	PUNCT
issue-1550	311	13	cognition	cognition	NOUN
issue-1550	311	14	and	and	CCONJ
issue-1550	311	15	behaviour	behaviour	NOUN
issue-1550	311	16	.	.	PUNCT
issue-1550	312	1	in	in	ADP
issue-1550	312	2	:	:	PUNCT
issue-1550	312	3	hartel	hartel	PROPN
issue-1550	312	4	,	,	PUNCT
issue-1550	312	5	c.	c.	PROPN
issue-1550	312	6	e.	e.	PROPN
issue-1550	312	7	j.	j.	PROPN
issue-1550	312	8	,	,	PUNCT
issue-1550	312	9	zerbe	zerbe	PROPN
issue-1550	312	10	,	,	PUNCT
issue-1550	312	11	w.	w.	PROPN
issue-1550	312	12	j.	j.	PROPN
issue-1550	312	13	,	,	PUNCT
issue-1550	312	14	&	&	CCONJ
issue-1550	312	15	ashkanasy	ashkanasy	PROPN
issue-1550	312	16	,	,	PUNCT
issue-1550	312	17	n.	n.	NOUN
issue-1550	312	18	m.	m.	NOUN
issue-1550	312	19	(	(	PUNCT
issue-1550	312	20	eds	ed	NOUN
issue-1550	312	21	.	.	PUNCT
issue-1550	312	22	)	)	PUNCT
issue-1550	312	23	research	research	NOUN
issue-1550	312	24	on	on	ADP
issue-1550	312	25	emotions	emotion	NOUN
issue-1550	312	26	in	in	ADP
issue-1550	312	27	organizations	organization	NOUN
issue-1550	312	28	:	:	PUNCT
issue-1550	312	29	functionality	functionality	NOUN
issue-1550	312	30	,	,	PUNCT
issue-1550	312	31	intentionality	intentionality	NOUN
issue-1550	312	32	and	and	CCONJ
issue-1550	312	33	morality	morality	NOUN
issue-1550	312	34	,	,	PUNCT
issue-1550	312	35	elsevier	elsevier	NOUN
issue-1550	312	36	,	,	PUNCT
issue-1550	312	37	atlanta	atlanta	PROPN
issue-1550	312	38	,	,	PUNCT
issue-1550	312	39	ga	ga	PROPN
issue-1550	312	40	:	:	PUNCT
issue-1550	312	41	141–175	141–175	NUM
issue-1550	312	42	.	.	PUNCT
issue-1550	313	1	kumar	kumar	PROPN
issue-1550	313	2	,	,	PUNCT
issue-1550	313	3	m.	m.	NOUN
issue-1550	313	4	,	,	PUNCT
issue-1550	313	5	&	&	CCONJ
issue-1550	313	6	kumar	kumar	PROPN
issue-1550	313	7	,	,	PUNCT
issue-1550	313	8	n.	n.	PROPN
issue-1550	313	9	(	(	PUNCT
issue-1550	313	10	2016	2016	NUM
issue-1550	313	11	)	)	PUNCT
issue-1550	313	12	.	.	PUNCT
issue-1550	314	1	three	three	NUM
issue-1550	314	2	dimensions	dimension	NOUN
issue-1550	314	3	of	of	ADP
issue-1550	314	4	service	service	NOUN
issue-1550	314	5	recovery	recovery	NOUN
issue-1550	314	6	:	:	PUNCT
issue-1550	314	7	examining	examine	VERB
issue-1550	314	8	relationship	relationship	NOUN
issue-1550	314	9	and	and	CCONJ
issue-1550	314	10	impact	impact	NOUN
issue-1550	314	11	.	.	PUNCT
issue-1550	315	1	supply	supply	NOUN
issue-1550	315	2	chain	chain	NOUN
issue-1550	315	3	management	management	NOUN
issue-1550	315	4	:	:	PUNCT
issue-1550	315	5	an	an	DET
issue-1550	315	6	international	international	ADJ
issue-1550	315	7	journal	journal	NOUN
issue-1550	315	8	,	,	PUNCT
issue-1550	315	9	21(2	21(2	NUM
issue-1550	315	10	)	)	PUNCT
issue-1550	315	11	,	,	PUNCT
issue-1550	315	12	273–286	273–286	NUM
issue-1550	315	13	.	.	PUNCT
issue-1550	316	1	lastner	lastner	NOUN
issue-1550	316	2	,	,	PUNCT
issue-1550	316	3	m.	m.	NOUN
issue-1550	316	4	m.	m.	NOUN
issue-1550	316	5	,	,	PUNCT
issue-1550	316	6	folse	folse	PROPN
issue-1550	316	7	,	,	PUNCT
issue-1550	316	8	j.	j.	PROPN
issue-1550	316	9	a.	a.	PROPN
issue-1550	316	10	g.	g.	PROPN
issue-1550	316	11	,	,	PUNCT
issue-1550	316	12	mangus	mangus	PROPN
issue-1550	316	13	,	,	PUNCT
issue-1550	316	14	s.	s.	PROPN
issue-1550	316	15	m.	m.	PROPN
issue-1550	316	16	,	,	PUNCT
issue-1550	316	17	&	&	CCONJ
issue-1550	316	18	fennell	fennell	PROPN
issue-1550	316	19	,	,	PUNCT
issue-1550	316	20	p.	p.	NOUN
issue-1550	316	21	(	(	PUNCT
issue-1550	316	22	2016	2016	NUM
issue-1550	316	23	)	)	PUNCT
issue-1550	316	24	.	.	PUNCT
issue-1550	317	1	the	the	DET
issue-1550	317	2	road	road	NOUN
issue-1550	317	3	to	to	ADP
issue-1550	317	4	recovery	recovery	NOUN
issue-1550	317	5	:	:	PUNCT
issue-1550	317	6	overcoming	overcome	VERB
issue-1550	317	7	service	service	NOUN
issue-1550	317	8	failures	failure	NOUN
issue-1550	317	9	through	through	ADP
issue-1550	317	10	positive	positive	ADJ
issue-1550	317	11	emotions	emotion	NOUN
issue-1550	317	12	.	.	PUNCT
issue-1550	318	1	journal	journal	NOUN
issue-1550	318	2	of	of	ADP
issue-1550	318	3	business	business	NOUN
issue-1550	318	4	research	research	NOUN
issue-1550	318	5	,	,	PUNCT
issue-1550	318	6	69(10	69(10	PROPN
issue-1550	318	7	)	)	PUNCT
issue-1550	318	8	,	,	PUNCT
issue-1550	318	9	4278–4286	4278–4286	NUM
issue-1550	318	10	.	.	PUNCT
issue-1550	319	1	lee	lee	PROPN
issue-1550	319	2	,	,	PUNCT
issue-1550	319	3	l.	l.	PROPN
issue-1550	319	4	,	,	PUNCT
issue-1550	319	5	wu	wu	PROPN
issue-1550	319	6	,	,	PUNCT
issue-1550	319	7	w.	w.	PROPN
issue-1550	319	8	,	,	PUNCT
issue-1550	319	9	fu	fu	PROPN
issue-1550	319	10	,	,	PUNCT
issue-1550	319	11	c.	c.	PROPN
issue-1550	319	12	,	,	PUNCT
issue-1550	319	13	&	&	CCONJ
issue-1550	319	14	liang	liang	PROPN
issue-1550	319	15	,	,	PUNCT
issue-1550	319	16	h.	h.	PROPN
issue-1550	319	17	(	(	PUNCT
issue-1550	319	18	2012	2012	NUM
issue-1550	319	19	)	)	PUNCT
issue-1550	319	20	.	.	PUNCT
issue-1550	320	1	the	the	DET
issue-1550	320	2	effects	effect	NOUN
issue-1550	320	3	of	of	ADP
issue-1550	320	4	service	service	NOUN
issue-1550	320	5	failure	failure	NOUN
issue-1550	320	6	and	and	CCONJ
issue-1550	320	7	service	service	NOUN
issue-1550	320	8	e	e	NOUN
issue-1550	320	9	recovery	recovery	NOUN
issue-1550	320	10	on	on	ADP
issue-1550	320	11	consumers	consumer	NOUN
issue-1550	320	12	’	'	PUNCT
issue-1550	320	13	post	post	ADJ
issue-1550	320	14	-	-	ADJ
issue-1550	320	15	recovery	recovery	NOUN
issue-1550	320	16	behaviours	behaviour	NOUN
issue-1550	320	17	.	.	PUNCT
issue-1550	321	1	international	international	ADJ
issue-1550	321	2	journal	journal	NOUN
issue-1550	321	3	of	of	ADP
issue-1550	321	4	social	social	ADJ
issue-1550	321	5	sciences	science	NOUN
issue-1550	321	6	and	and	CCONJ
issue-1550	321	7	education	education	NOUN
issue-1550	321	8	,	,	PUNCT
issue-1550	321	9	2(1	2(1	NUM
issue-1550	321	10	)	)	PUNCT
issue-1550	321	11	,	,	PUNCT
issue-1550	321	12	612–636	612–636	NUM
issue-1550	321	13	.	.	PUNCT
issue-1550	322	1	levesque	levesque	PROPN
issue-1550	322	2	,	,	PUNCT
issue-1550	322	3	t.	t.	PROPN
issue-1550	322	4	j.	j.	PROPN
issue-1550	322	5	,	,	PUNCT
issue-1550	322	6	&	&	CCONJ
issue-1550	322	7	mcdougall	mcdougall	PROPN
issue-1550	322	8	,	,	PUNCT
issue-1550	322	9	g.	g.	PROPN
issue-1550	322	10	h.	h.	PROPN
issue-1550	322	11	(	(	PUNCT
issue-1550	322	12	2000	2000	NUM
issue-1550	322	13	)	)	PUNCT
issue-1550	322	14	.	.	PUNCT
issue-1550	323	1	service	service	NOUN
issue-1550	323	2	problems	problem	NOUN
issue-1550	323	3	and	and	CCONJ
issue-1550	323	4	recovery	recovery	NOUN
issue-1550	323	5	strategies	strategy	NOUN
issue-1550	323	6	:	:	PUNCT
issue-1550	323	7	an	an	DET
issue-1550	323	8	experiment	experiment	NOUN
issue-1550	323	9	.	.	PUNCT
issue-1550	324	1	canadian	canadian	ADJ
issue-1550	324	2	journal	journal	PROPN
issue-1550	324	3	of	of	ADP
issue-1550	324	4	administrative	administrative	ADJ
issue-1550	324	5	,	,	PUNCT
issue-1550	324	6	17(1	17(1	NUM
issue-1550	324	7	)	)	PUNCT
issue-1550	324	8	,	,	PUNCT
issue-1550	324	9	20–37	20–37	NUM
issue-1550	324	10	.	.	PUNCT
issue-1550	325	1	ludwig	ludwig	PROPN
issue-1550	325	2	,	,	PUNCT
issue-1550	325	3	s.	s.	PROPN
issue-1550	325	4	(	(	PUNCT
issue-1550	325	5	2021	2021	NUM
issue-1550	325	6	)	)	PUNCT
issue-1550	325	7	.	.	PUNCT
issue-1550	326	1	5	5	NUM
issue-1550	326	2	customer	customer	NOUN
issue-1550	326	3	service	service	NOUN
issue-1550	326	4	trends	trend	NOUN
issue-1550	326	5	that	that	PRON
issue-1550	326	6	are	be	AUX
issue-1550	326	7	here	here	ADV
issue-1550	326	8	to	to	PART
issue-1550	326	9	stay	stay	VERB
issue-1550	326	10	.	.	PUNCT
issue-1550	327	1	available	available	ADJ
issue-1550	327	2	at	at	ADP
issue-1550	327	3	:	:	PUNCT
issue-1550	327	4	https://www.uschamber.com/	https://www.uschamber.com/	ADJ
issue-1550	327	5	co	co	NOUN
issue-1550	327	6	/	/	SYM
issue-1550	327	7	grow	grow	VERB
issue-1550	327	8	/	/	SYM
issue-1550	327	9	customers	customer	NOUN
issue-1550	327	10	/	/	SYM
issue-1550	327	11	post	post	ADJ
issue-1550	327	12	-	-	ADJ
issue-1550	327	13	pandemic	pandemic	ADJ
issue-1550	327	14	-	-	PUNCT
issue-1550	327	15	customer	customer	NOUN
issue-1550	327	16	-	-	PUNCT
issue-1550	327	17	service	service	NOUN
issue-1550	327	18	-	-	PUNCT
issue-1550	327	19	trends	trend	NOUN
issue-1550	327	20	(	(	PUNCT
issue-1550	327	21	accessed	access	VERB
issue-1550	327	22	25	25	NUM
issue-1550	327	23	august	august	PROPN
issue-1550	327	24	2021	2021	NUM
issue-1550	327	25	)	)	PUNCT
issue-1550	327	26	.	.	PUNCT
issue-1550	328	1	baltic	baltic	PROPN
issue-1550	328	2	journal	journal	PROPN
issue-1550	328	3	of	of	ADP
issue-1550	328	4	economic	economic	ADJ
issue-1550	328	5	studies	study	NOUN
issue-1550	328	6	10	10	NUM
issue-1550	328	7	vol	vol	NOUN
issue-1550	328	8	.	.	PROPN
issue-1550	329	1	7	7	NUM
issue-1550	329	2	no	no	NOUN
issue-1550	329	3	.	.	NOUN
issue-1550	329	4	5	5	NUM
issue-1550	329	5	,	,	PUNCT
issue-1550	329	6	2021	2021	NUM
issue-1550	329	7	manika	manika	NOUN
issue-1550	329	8	,	,	PUNCT
issue-1550	329	9	d.	d.	PROPN
issue-1550	329	10	,	,	PUNCT
issue-1550	329	11	papagiannidis	papagiannidis	PROPN
issue-1550	329	12	,	,	PUNCT
issue-1550	329	13	s.	s.	PROPN
issue-1550	329	14	,	,	PUNCT
issue-1550	329	15	&	&	CCONJ
issue-1550	329	16	bourlakis	bourlakis	PROPN
issue-1550	329	17	,	,	PUNCT
issue-1550	329	18	m.	m.	NOUN
issue-1550	329	19	(	(	PUNCT
issue-1550	329	20	2017	2017	NUM
issue-1550	329	21	)	)	PUNCT
issue-1550	329	22	.	.	PUNCT
issue-1550	330	1	understanding	understand	VERB
issue-1550	330	2	the	the	DET
issue-1550	330	3	effects	effect	NOUN
issue-1550	330	4	of	of	ADP
issue-1550	330	5	a	a	DET
issue-1550	330	6	social	social	ADJ
issue-1550	330	7	media	medium	NOUN
issue-1550	330	8	service	service	NOUN
issue-1550	330	9	failure	failure	NOUN
issue-1550	330	10	apology	apology	NOUN
issue-1550	330	11	:	:	PUNCT
issue-1550	330	12	a	a	DET
issue-1550	330	13	comparative	comparative	ADJ
issue-1550	330	14	study	study	NOUN
issue-1550	330	15	of	of	ADP
issue-1550	330	16	customers	customer	NOUN
issue-1550	330	17	vs.	vs.	ADP
issue-1550	330	18	potential	potential	ADJ
issue-1550	330	19	customers	customer	NOUN
issue-1550	330	20	.	.	PUNCT
issue-1550	331	1	international	international	ADJ
issue-1550	331	2	journal	journal	PROPN
issue-1550	331	3	of	of	ADP
issue-1550	331	4	information	information	NOUN
issue-1550	331	5	management	management	NOUN
issue-1550	331	6	,	,	PUNCT
issue-1550	331	7	37(3	37(3	NUM
issue-1550	331	8	)	)	PUNCT
issue-1550	331	9	,	,	PUNCT
issue-1550	331	10	214–228	214–228	NUM
issue-1550	331	11	.	.	PUNCT
issue-1550	332	1	mccollough	mccollough	PROPN
issue-1550	332	2	,	,	PUNCT
issue-1550	332	3	m.	m.	NOUN
issue-1550	332	4	a.	a.	PROPN
issue-1550	332	5	(	(	PUNCT
issue-1550	332	6	2009	2009	NUM
issue-1550	332	7	)	)	PUNCT
issue-1550	332	8	.	.	PUNCT
issue-1550	333	1	the	the	DET
issue-1550	333	2	recovery	recovery	NOUN
issue-1550	333	3	paradox	paradox	NOUN
issue-1550	333	4	:	:	PUNCT
issue-1550	333	5	the	the	DET
issue-1550	333	6	effect	effect	NOUN
issue-1550	333	7	of	of	ADP
issue-1550	333	8	recovery	recovery	NOUN
issue-1550	333	9	performance	performance	NOUN
issue-1550	333	10	and	and	CCONJ
issue-1550	333	11	service	service	NOUN
issue-1550	333	12	failure	failure	NOUN
issue-1550	333	13	severity	severity	NOUN
issue-1550	333	14	on	on	ADP
issue-1550	333	15	post	post	ADJ
issue-1550	333	16	-	-	ADJ
issue-1550	333	17	recovery	recovery	NOUN
issue-1550	333	18	customer	customer	NOUN
issue-1550	333	19	satisfaction	satisfaction	NOUN
issue-1550	333	20	.	.	PUNCT
issue-1550	334	1	academy	academy	NOUN
issue-1550	334	2	of	of	ADP
issue-1550	334	3	marketing	marketing	NOUN
issue-1550	334	4	studies	study	NOUN
issue-1550	334	5	journal	journal	NOUN
issue-1550	334	6	,	,	PUNCT
issue-1550	334	7	13(1	13(1	NUM
issue-1550	334	8	)	)	PUNCT
issue-1550	334	9	,	,	PUNCT
issue-1550	334	10	89–104	89–104	PROPN
issue-1550	334	11	.	.	PUNCT
issue-1550	335	1	meuter	meuter	PROPN
issue-1550	335	2	,	,	PUNCT
issue-1550	335	3	m.	m.	PROPN
issue-1550	335	4	l.	l.	PROPN
issue-1550	335	5	,	,	PUNCT
issue-1550	335	6	ostrom	ostrom	PROPN
issue-1550	335	7	,	,	PUNCT
issue-1550	335	8	a.	a.	PROPN
issue-1550	335	9	l.	l.	PROPN
issue-1550	335	10	,	,	PUNCT
issue-1550	335	11	roundtree	roundtree	PROPN
issue-1550	335	12	,	,	PUNCT
issue-1550	335	13	r.	r.	PROPN
issue-1550	335	14	i.	i.	PROPN
issue-1550	335	15	,	,	PUNCT
issue-1550	335	16	&	&	CCONJ
issue-1550	335	17	bitner	bitner	PROPN
issue-1550	335	18	,	,	PUNCT
issue-1550	335	19	m.	m.	NOUN
issue-1550	335	20	j.	j.	PROPN
issue-1550	335	21	(	(	PUNCT
issue-1550	335	22	2000	2000	NUM
issue-1550	335	23	)	)	PUNCT
issue-1550	335	24	.	.	PUNCT
issue-1550	336	1	self	self	NOUN
issue-1550	336	2	-	-	PUNCT
issue-1550	336	3	service	service	NOUN
issue-1550	336	4	technologies	technology	NOUN
issue-1550	336	5	:	:	PUNCT
issue-1550	336	6	understanding	understand	VERB
issue-1550	336	7	customer	customer	NOUN
issue-1550	336	8	satisfaction	satisfaction	NOUN
issue-1550	336	9	with	with	ADP
issue-1550	336	10	technology	technology	NOUN
issue-1550	336	11	-	-	PUNCT
issue-1550	336	12	based	base	VERB
issue-1550	336	13	service	service	NOUN
issue-1550	336	14	encounters	encounter	NOUN
issue-1550	336	15	.	.	PUNCT
issue-1550	337	1	journal	journal	NOUN
issue-1550	337	2	of	of	ADP
issue-1550	337	3	marketing	marketing	NOUN
issue-1550	337	4	,	,	PUNCT
issue-1550	337	5	64(3	64(3	NUM
issue-1550	337	6	)	)	PUNCT
issue-1550	337	7	,	,	PUNCT
issue-1550	337	8	50–64	50–64	PROPN
issue-1550	337	9	.	.	PUNCT
issue-1550	337	10	michel	michel	PROPN
issue-1550	337	11	,	,	PUNCT
issue-1550	337	12	s.	s.	PROPN
issue-1550	337	13	,	,	PUNCT
issue-1550	337	14	&	&	CCONJ
issue-1550	337	15	coughlan	coughlan	PROPN
issue-1550	337	16	,	,	PUNCT
issue-1550	337	17	s.	s.	PROPN
issue-1550	337	18	(	(	PUNCT
issue-1550	337	19	2009	2009	NUM
issue-1550	337	20	)	)	PUNCT
issue-1550	337	21	.	.	PUNCT
issue-1550	338	1	the	the	DET
issue-1550	338	2	service	service	NOUN
issue-1550	338	3	recovery	recovery	NOUN
issue-1550	338	4	paradox	paradox	NOUN
issue-1550	338	5	:	:	PUNCT
issue-1550	338	6	dispelling	dispel	VERB
issue-1550	338	7	the	the	DET
issue-1550	338	8	myth	myth	NOUN
issue-1550	338	9	.	.	PUNCT
issue-1550	339	1	perspectives	perspective	NOUN
issue-1550	339	2	for	for	ADP
issue-1550	339	3	managers	manager	NOUN
issue-1550	339	4	,	,	PUNCT
issue-1550	339	5	174	174	NUM
issue-1550	339	6	,	,	PUNCT
issue-1550	339	7	1–3	1–3	PROPN
issue-1550	339	8	.	.	PUNCT
issue-1550	339	9	miller	miller	PROPN
issue-1550	339	10	,	,	PUNCT
issue-1550	339	11	j.	j.	PROPN
issue-1550	339	12	l.	l.	PROPN
issue-1550	339	13	,	,	PUNCT
issue-1550	339	14	craighead	craighead	PROPN
issue-1550	339	15	,	,	PUNCT
issue-1550	339	16	c.	c.	PROPN
issue-1550	339	17	w.	w.	PROPN
issue-1550	339	18	,	,	PUNCT
issue-1550	339	19	&	&	CCONJ
issue-1550	339	20	karwan	karwan	PROPN
issue-1550	339	21	,	,	PUNCT
issue-1550	339	22	k.	k.	PROPN
issue-1550	339	23	r.	r.	PROPN
issue-1550	339	24	(	(	PUNCT
issue-1550	339	25	2000	2000	NUM
issue-1550	339	26	)	)	PUNCT
issue-1550	339	27	.	.	PUNCT
issue-1550	340	1	service	service	NOUN
issue-1550	340	2	recovery	recovery	NOUN
issue-1550	340	3	:	:	PUNCT
issue-1550	340	4	a	a	DET
issue-1550	340	5	framework	framework	NOUN
issue-1550	340	6	and	and	CCONJ
issue-1550	340	7	empirical	empirical	ADJ
issue-1550	340	8	investigation	investigation	NOUN
issue-1550	340	9	.	.	PUNCT
issue-1550	341	1	journal	journal	NOUN
issue-1550	341	2	of	of	ADP
issue-1550	341	3	operations	operation	NOUN
issue-1550	341	4	management	management	NOUN
issue-1550	341	5	,	,	PUNCT
issue-1550	341	6	18(4	18(4	NUM
issue-1550	341	7	)	)	PUNCT
issue-1550	341	8	,	,	PUNCT
issue-1550	341	9	387–400	387–400	NUM
issue-1550	341	10	.	.	PUNCT
issue-1550	342	1	mostafa	mostafa	PROPN
issue-1550	342	2	,	,	PUNCT
issue-1550	342	3	r.	r.	PROPN
issue-1550	342	4	b.	b.	PROPN
issue-1550	342	5	,	,	PUNCT
issue-1550	342	6	lages	lag	VERB
issue-1550	342	7	,	,	PUNCT
issue-1550	342	8	c.	c.	PROPN
issue-1550	342	9	r.	r.	PROPN
issue-1550	342	10	,	,	PUNCT
issue-1550	342	11	shabbir	shabbir	PROPN
issue-1550	342	12	,	,	PUNCT
issue-1550	342	13	h.	h.	PROPN
issue-1550	342	14	a.	a.	PROPN
issue-1550	342	15	,	,	PUNCT
issue-1550	342	16	&	&	CCONJ
issue-1550	342	17	thwaites	thwaite	NOUN
issue-1550	342	18	,	,	PUNCT
issue-1550	342	19	d.	d.	PROPN
issue-1550	342	20	(	(	PUNCT
issue-1550	342	21	2015	2015	NUM
issue-1550	342	22	)	)	PUNCT
issue-1550	342	23	.	.	PUNCT
issue-1550	343	1	corporate	corporate	ADJ
issue-1550	343	2	image	image	NOUN
issue-1550	343	3	:	:	PUNCT
issue-1550	343	4	a	a	DET
issue-1550	343	5	service	service	NOUN
issue-1550	343	6	recovery	recovery	NOUN
issue-1550	343	7	perspective	perspective	NOUN
issue-1550	343	8	.	.	PUNCT
issue-1550	344	1	journal	journal	NOUN
issue-1550	344	2	of	of	ADP
issue-1550	344	3	service	service	NOUN
issue-1550	344	4	research	research	NOUN
issue-1550	344	5	,	,	PUNCT
issue-1550	344	6	18(4	18(4	NUM
issue-1550	344	7	)	)	PUNCT
issue-1550	344	8	,	,	PUNCT
issue-1550	344	9	468–483	468–483	NUM
issue-1550	344	10	.	.	PUNCT
issue-1550	345	1	newman	newman	PROPN
issue-1550	345	2	,	,	PUNCT
issue-1550	345	3	e.	e.	PROPN
issue-1550	345	4	(	(	PUNCT
issue-1550	345	5	2016	2016	NUM
issue-1550	345	6	)	)	PUNCT
issue-1550	345	7	.	.	PUNCT
issue-1550	346	1	relationship	relationship	NOUN
issue-1550	346	2	between	between	ADP
issue-1550	346	3	technology	technology	NOUN
issue-1550	346	4	and	and	CCONJ
issue-1550	346	5	customer	customer	NOUN
issue-1550	346	6	service	service	NOUN
issue-1550	346	7	.	.	PUNCT
issue-1550	347	1	available	available	ADJ
issue-1550	347	2	at	at	ADP
issue-1550	347	3	:	:	PUNCT
issue-1550	347	4	https://corp.yonyx.com/	https://corp.yonyx.com/	ADJ
issue-1550	347	5	customer	customer	NOUN
issue-1550	347	6	-	-	PUNCT
issue-1550	347	7	service	service	NOUN
issue-1550	347	8	/	/	SYM
issue-1550	347	9	relationship	relationship	NOUN
issue-1550	347	10	-	-	PUNCT
issue-1550	347	11	between	between	ADP
issue-1550	347	12	-	-	PUNCT
issue-1550	347	13	technology	technology	NOUN
issue-1550	347	14	-	-	PUNCT
issue-1550	347	15	and	and	CCONJ
issue-1550	347	16	-	-	PUNCT
issue-1550	347	17	customer	customer	NOUN
issue-1550	347	18	-	-	PUNCT
issue-1550	347	19	service/	service/	NUM
issue-1550	347	20	(	(	PUNCT
issue-1550	347	21	accessed	access	VERB
issue-1550	347	22	21	21	NUM
issue-1550	347	23	august	august	PROPN
issue-1550	347	24	2021	2021	NUM
issue-1550	347	25	)	)	PUNCT
issue-1550	347	26	.	.	PUNCT
issue-1550	348	1	nikbin	nikbin	NOUN
issue-1550	348	2	d.	d.	PROPN
issue-1550	348	3	,	,	PUNCT
issue-1550	348	4	marimuthu	marimuthu	NOUN
issue-1550	348	5	,	,	PUNCT
issue-1550	348	6	m.	m.	NOUN
issue-1550	348	7	,	,	PUNCT
issue-1550	348	8	hyun	hyun	PROPN
issue-1550	348	9	,	,	PUNCT
issue-1550	348	10	s.	s.	PROPN
issue-1550	348	11	s.	s.	PROPN
issue-1550	348	12	,	,	PUNCT
issue-1550	348	13	&	&	CCONJ
issue-1550	348	14	ismail	ismail	PROPN
issue-1550	348	15	,	,	PUNCT
issue-1550	348	16	i.	i.	PROPN
issue-1550	348	17	(	(	PUNCT
issue-1550	348	18	2015	2015	NUM
issue-1550	348	19	)	)	PUNCT
issue-1550	348	20	.	.	PUNCT
issue-1550	349	1	relationship	relationship	NOUN
issue-1550	349	2	of	of	ADP
issue-1550	349	3	perceived	perceive	VERB
issue-1550	349	4	justice	justice	NOUN
issue-1550	349	5	to	to	ADP
issue-1550	349	6	service	service	NOUN
issue-1550	349	7	recovery	recovery	NOUN
issue-1550	349	8	,	,	PUNCT
issue-1550	349	9	service	service	NOUN
issue-1550	349	10	failure	failure	NOUN
issue-1550	349	11	attribution	attribution	NOUN
issue-1550	349	12	,	,	PUNCT
issue-1550	349	13	recovery	recovery	NOUN
issue-1550	349	14	satisfaction	satisfaction	NOUN
issue-1550	349	15	,	,	PUNCT
issue-1550	349	16	and	and	CCONJ
issue-1550	349	17	loyalty	loyalty	NOUN
issue-1550	349	18	in	in	ADP
issue-1550	349	19	the	the	DET
issue-1550	349	20	context	context	NOUN
issue-1550	349	21	of	of	ADP
issue-1550	349	22	airline	airline	NOUN
issue-1550	349	23	travellers	traveller	NOUN
issue-1550	349	24	.	.	PUNCT
issue-1550	350	1	asia	asia	PROPN
issue-1550	350	2	pacific	pacific	PROPN
issue-1550	350	3	journal	journal	PROPN
issue-1550	350	4	of	of	ADP
issue-1550	350	5	tourism	tourism	NOUN
issue-1550	350	6	research	research	NOUN
issue-1550	350	7	,	,	PUNCT
issue-1550	350	8	20(3	20(3	NOUN
issue-1550	350	9	)	)	PUNCT
issue-1550	350	10	,	,	PUNCT
issue-1550	350	11	239–262	239–262	NUM
issue-1550	350	12	.	.	PUNCT
issue-1550	351	1	park	park	PROPN
issue-1550	351	2	,	,	PUNCT
issue-1550	351	3	j.	j.	PROPN
issue-1550	351	4	,	,	PUNCT
issue-1550	351	5	&	&	CCONJ
issue-1550	351	6	ha	ha	INTJ
issue-1550	351	7	,	,	PUNCT
issue-1550	351	8	s.	s.	PROPN
issue-1550	351	9	(	(	PUNCT
issue-1550	351	10	2016	2016	NUM
issue-1550	351	11	)	)	PUNCT
issue-1550	351	12	.	.	PUNCT
issue-1550	352	1	co	co	NOUN
issue-1550	352	2	-	-	NOUN
issue-1550	352	3	creation	creation	NOUN
issue-1550	352	4	of	of	ADP
issue-1550	352	5	service	service	NOUN
issue-1550	352	6	recovery	recovery	NOUN
issue-1550	352	7	:	:	PUNCT
issue-1550	352	8	utilitarian	utilitarian	ADJ
issue-1550	352	9	and	and	CCONJ
issue-1550	352	10	hedonic	hedonic	ADJ
issue-1550	352	11	value	value	NOUN
issue-1550	352	12	and	and	CCONJ
issue-1550	352	13	post	post	ADJ
issue-1550	352	14	-	-	ADJ
issue-1550	352	15	recovery	recovery	NOUN
issue-1550	352	16	responses	response	NOUN
issue-1550	352	17	.	.	PUNCT
issue-1550	353	1	journal	journal	NOUN
issue-1550	353	2	of	of	ADP
issue-1550	353	3	retailing	retailing	NOUN
issue-1550	353	4	and	and	CCONJ
issue-1550	353	5	consumer	consumer	NOUN
issue-1550	353	6	services	service	NOUN
issue-1550	353	7	,	,	PUNCT
issue-1550	353	8	28	28	NUM
issue-1550	353	9	,	,	PUNCT
issue-1550	353	10	310–316	310–316	NUM
issue-1550	353	11	.	.	PUNCT
issue-1550	354	1	peachey	peachey	PROPN
issue-1550	354	2	,	,	PUNCT
issue-1550	354	3	k.	k.	PROPN
issue-1550	354	4	(	(	PUNCT
issue-1550	354	5	2021	2021	NUM
issue-1550	354	6	)	)	PUNCT
issue-1550	354	7	.	.	PUNCT
issue-1550	355	1	customers	customer	NOUN
issue-1550	355	2	fed	feed	VERB
issue-1550	355	3	up	up	ADP
issue-1550	355	4	with	with	ADP
issue-1550	355	5	covid	covid	ADJ
issue-1550	355	6	excuse	excuse	NOUN
issue-1550	355	7	for	for	ADP
issue-1550	355	8	bad	bad	ADJ
issue-1550	355	9	service	service	NOUN
issue-1550	355	10	.	.	PUNCT
issue-1550	356	1	available	available	ADJ
issue-1550	356	2	at	at	ADP
issue-1550	356	3	:	:	PUNCT
issue-1550	356	4	https://www.bbc.com/	https://www.bbc.com/	ADJ
issue-1550	356	5	news	news	NOUN
issue-1550	356	6	/	/	SYM
issue-1550	356	7	business-57734808	business-57734808	NOUN
issue-1550	356	8	(	(	PUNCT
issue-1550	356	9	accessed	access	VERB
issue-1550	356	10	25	25	NUM
issue-1550	356	11	august	august	PROPN
issue-1550	356	12	2021	2021	NUM
issue-1550	356	13	)	)	PUNCT
issue-1550	356	14	.	.	PUNCT
issue-1550	357	1	rodela	rodela	PROPN
issue-1550	357	2	,	,	PUNCT
issue-1550	357	3	j.	j.	PROPN
issue-1550	357	4	(	(	PUNCT
issue-1550	357	5	2021	2021	NUM
issue-1550	357	6	)	)	PUNCT
issue-1550	357	7	.	.	PUNCT
issue-1550	358	1	tried	try	VERB
issue-1550	358	2	and	and	CCONJ
issue-1550	358	3	tested	test	VERB
issue-1550	358	4	ways	way	NOUN
issue-1550	358	5	technology	technology	NOUN
issue-1550	358	6	can	can	AUX
issue-1550	358	7	improve	improve	VERB
issue-1550	358	8	your	your	PRON
issue-1550	358	9	customer	customer	NOUN
issue-1550	358	10	service	service	NOUN
issue-1550	358	11	.	.	PUNCT
issue-1550	359	1	available	available	ADJ
issue-1550	359	2	at	at	ADP
issue-1550	359	3	:	:	PUNCT
issue-1550	359	4	https://www.fool.com/the-blueprint/customer-service-technology/	https://www.fool.com/the-blueprint/customer-service-technology/	PROPN
issue-1550	359	5	(	(	PUNCT
issue-1550	359	6	accessed	access	VERB
issue-1550	359	7	24	24	NUM
issue-1550	359	8	september	september	PROPN
issue-1550	359	9	2021	2021	NUM
issue-1550	359	10	)	)	PUNCT
issue-1550	359	11	.	.	PUNCT
issue-1550	360	1	schumacher	schumacher	PROPN
issue-1550	360	2	,	,	PUNCT
issue-1550	360	3	s.	s.	PROPN
issue-1550	360	4	,	,	PUNCT
issue-1550	360	5	&	&	CCONJ
issue-1550	360	6	komppula	komppula	PROPN
issue-1550	360	7	,	,	PUNCT
issue-1550	360	8	r.	r.	PROPN
issue-1550	360	9	(	(	PUNCT
issue-1550	360	10	2016	2016	NUM
issue-1550	360	11	)	)	PUNCT
issue-1550	360	12	.	.	PUNCT
issue-1550	361	1	a	a	DET
issue-1550	361	2	case	case	NOUN
issue-1550	361	3	study	study	NOUN
issue-1550	361	4	on	on	ADP
issue-1550	361	5	service	service	NOUN
issue-1550	361	6	recovery	recovery	NOUN
issue-1550	361	7	:	:	PUNCT
issue-1550	361	8	frontline	frontline	NOUN
issue-1550	361	9	employees	employee	NOUN
issue-1550	361	10	’	’	PART
issue-1550	361	11	perspectives	perspective	NOUN
issue-1550	361	12	and	and	CCONJ
issue-1550	361	13	the	the	DET
issue-1550	361	14	role	role	NOUN
issue-1550	361	15	of	of	ADP
issue-1550	361	16	empowerment	empowerment	NOUN
issue-1550	361	17	.	.	PUNCT
issue-1550	362	1	european	european	ADJ
issue-1550	362	2	journal	journal	PROPN
issue-1550	362	3	of	of	ADP
issue-1550	362	4	tourism	tourism	NOUN
issue-1550	362	5	,	,	PUNCT
issue-1550	362	6	hospitality	hospitality	NOUN
issue-1550	362	7	and	and	CCONJ
issue-1550	362	8	recreation	recreation	NOUN
issue-1550	362	9	,	,	PUNCT
issue-1550	362	10	7(2	7(2	NUM
issue-1550	362	11	)	)	PUNCT
issue-1550	362	12	,	,	PUNCT
issue-1550	362	13	117–127	117–127	NUM
issue-1550	362	14	.	.	PUNCT
issue-1550	363	1	siagian	siagian	PROPN
issue-1550	363	2	,	,	PUNCT
issue-1550	363	3	y.	y.	PROPN
issue-1550	363	4	m.	m.	PROPN
issue-1550	363	5	,	,	PUNCT
issue-1550	363	6	&	&	CCONJ
issue-1550	363	7	triyowati	triyowati	NUM
issue-1550	363	8	,	,	PUNCT
issue-1550	363	9	h.	h.	PROPN
issue-1550	363	10	(	(	PUNCT
issue-1550	363	11	2015	2015	NUM
issue-1550	363	12	)	)	PUNCT
issue-1550	363	13	.	.	PUNCT
issue-1550	364	1	service	service	NOUN
issue-1550	364	2	recovery	recovery	NOUN
issue-1550	364	3	based	base	VERB
issue-1550	364	4	on	on	ADP
issue-1550	364	5	perceived	perceive	VERB
issue-1550	364	6	justice	justice	NOUN
issue-1550	364	7	:	:	PUNCT
issue-1550	364	8	a	a	DET
issue-1550	364	9	study	study	NOUN
issue-1550	364	10	on	on	ADP
issue-1550	364	11	locus	locus	ADJ
issue-1550	364	12	attribution	attribution	NOUN
issue-1550	364	13	.	.	PUNCT
issue-1550	365	1	international	international	ADJ
issue-1550	365	2	journal	journal	PROPN
issue-1550	365	3	of	of	ADP
issue-1550	365	4	business	business	NOUN
issue-1550	365	5	and	and	CCONJ
issue-1550	365	6	management	management	NOUN
issue-1550	365	7	,	,	PUNCT
issue-1550	365	8	10(7	10(7	NUM
issue-1550	365	9	)	)	PUNCT
issue-1550	365	10	,	,	PUNCT
issue-1550	365	11	99	99	NUM
issue-1550	365	12	.	.	PUNCT
issue-1550	365	13	silber	silber	PROPN
issue-1550	365	14	,	,	PUNCT
issue-1550	365	15	i.	i.	NOUN
issue-1550	365	16	,	,	PUNCT
issue-1550	365	17	bustin	bustin	NOUN
issue-1550	365	18	,	,	PUNCT
issue-1550	365	19	a.	a.	NOUN
issue-1550	365	20	,	,	PUNCT
issue-1550	365	21	&	&	CCONJ
issue-1550	365	22	zvi	zvi	PROPN
issue-1550	365	23	,	,	PUNCT
issue-1550	365	24	o.	o.	PROPN
issue-1550	365	25	b.	b.	PROPN
issue-1550	365	26	(	(	PUNCT
issue-1550	365	27	2009	2009	NUM
issue-1550	365	28	)	)	PUNCT
issue-1550	365	29	.	.	PUNCT
issue-1550	366	1	recovery	recovery	NOUN
issue-1550	366	2	strategies	strategy	NOUN
issue-1550	366	3	for	for	ADP
issue-1550	366	4	service	service	NOUN
issue-1550	366	5	failures	failure	NOUN
issue-1550	366	6	:	:	PUNCT
issue-1550	366	7	the	the	DET
issue-1550	366	8	case	case	NOUN
issue-1550	366	9	of	of	ADP
issue-1550	366	10	restaurants	restaurant	NOUN
issue-1550	366	11	.	.	PUNCT
issue-1550	367	1	journal	journal	NOUN
issue-1550	367	2	of	of	ADP
issue-1550	367	3	hospitality	hospitality	NOUN
issue-1550	367	4	marketing	marketing	NOUN
issue-1550	367	5	and	and	CCONJ
issue-1550	367	6	management	management	NOUN
issue-1550	367	7	,	,	PUNCT
issue-1550	367	8	18	18	NUM
issue-1550	367	9	,	,	PUNCT
issue-1550	367	10	730–740	730–740	NUM
issue-1550	367	11	.	.	PUNCT
issue-1550	368	1	singhal	singhal	PROPN
issue-1550	368	2	,	,	PUNCT
issue-1550	368	3	s.	s.	PROPN
issue-1550	368	4	,	,	PUNCT
issue-1550	368	5	krishna	krishna	PROPN
issue-1550	368	6	,	,	PUNCT
issue-1550	368	7	a.	a.	PROPN
issue-1550	368	8	,	,	PUNCT
issue-1550	368	9	&	&	CCONJ
issue-1550	368	10	lazarus	lazarus	PROPN
issue-1550	368	11	,	,	PUNCT
issue-1550	368	12	d.	d.	PROPN
issue-1550	368	13	(	(	PUNCT
issue-1550	368	14	2013	2013	NUM
issue-1550	368	15	)	)	PUNCT
issue-1550	368	16	.	.	PUNCT
issue-1550	369	1	service	service	NOUN
issue-1550	369	2	failure	failure	NOUN
issue-1550	369	3	magnitude	magnitude	NOUN
issue-1550	369	4	and	and	CCONJ
issue-1550	369	5	paradox	paradox	NOUN
issue-1550	369	6	:	:	PUNCT
issue-1550	369	7	a	a	DET
issue-1550	369	8	banking	banking	NOUN
issue-1550	369	9	perspective	perspective	NOUN
issue-1550	369	10	.	.	PUNCT
issue-1550	370	1	journal	journal	PROPN
issue-1550	370	2	of	of	ADP
issue-1550	370	3	relationship	relationship	NOUN
issue-1550	370	4	marketing	marketing	NOUN
issue-1550	370	5	,	,	PUNCT
issue-1550	370	6	12(1	12(1	NUM
issue-1550	370	7	):	):	PUNCT
issue-1550	370	8	191–203	191–203	NUM
issue-1550	370	9	.	.	PUNCT
issue-1550	371	1	skaalsvik	skaalsvik	PROPN
issue-1550	371	2	,	,	PUNCT
issue-1550	371	3	h.	h.	PROPN
issue-1550	371	4	,	,	PUNCT
issue-1550	371	5	(	(	PUNCT
issue-1550	371	6	2013	2013	NUM
issue-1550	371	7	)	)	PUNCT
issue-1550	371	8	.	.	PUNCT
issue-1550	372	1	understanding	understand	VERB
issue-1550	372	2	service	service	NOUN
issue-1550	372	3	failures	failure	NOUN
issue-1550	372	4	:	:	PUNCT
issue-1550	372	5	suggesting	suggest	VERB
issue-1550	372	6	a	a	DET
issue-1550	372	7	competency	competency	NOUN
issue-1550	372	8	perspective	perspective	NOUN
issue-1550	372	9	.	.	PUNCT
issue-1550	373	1	journal	journal	PROPN
issue-1550	373	2	of	of	ADP
issue-1550	373	3	tourism	tourism	NOUN
issue-1550	373	4	research	research	PROPN
issue-1550	373	5	&	&	CCONJ
issue-1550	373	6	hospitality	hospitality	PROPN
issue-1550	373	7	,	,	PUNCT
issue-1550	373	8	2(2	2(2	NUM
issue-1550	373	9	)	)	PUNCT
issue-1550	373	10	,	,	PUNCT
issue-1550	373	11	10	10	NUM
issue-1550	373	12	:	:	SYM
issue-1550	373	13	2	2	NUM
issue-1550	373	14	.	.	X
issue-1550	373	15	statista	statista	NOUN
issue-1550	373	16	(	(	PUNCT
issue-1550	373	17	2021	2021	NUM
issue-1550	373	18	)	)	PUNCT
issue-1550	373	19	.	.	PUNCT
issue-1550	374	1	global	global	ADJ
issue-1550	374	2	digital	digital	ADJ
issue-1550	374	3	population	population	NOUN
issue-1550	374	4	as	as	ADP
issue-1550	374	5	of	of	ADP
issue-1550	374	6	january	january	PROPN
issue-1550	374	7	2021	2021	NUM
issue-1550	374	8	.	.	PUNCT
issue-1550	375	1	available	available	ADJ
issue-1550	375	2	at	at	ADP
issue-1550	375	3	:	:	PUNCT
issue-1550	375	4	https://www.statista.com/	https://www.statista.com/	PROPN
issue-1550	375	5	statistics/617136	statistics/617136	PROPN
issue-1550	375	6	/	/	SYM
issue-1550	375	7	digital	digital	ADJ
issue-1550	375	8	-	-	PUNCT
issue-1550	375	9	population	population	NOUN
issue-1550	375	10	-	-	PUNCT
issue-1550	375	11	worldwide/	worldwide/	NUM
issue-1550	375	12	(	(	PUNCT
issue-1550	375	13	accessed	access	VERB
issue-1550	375	14	22	22	NUM
issue-1550	375	15	august	august	PROPN
issue-1550	375	16	2021	2021	NUM
issue-1550	375	17	)	)	PUNCT
issue-1550	375	18	.	.	PUNCT
issue-1550	376	1	tsai	tsai	PROPN
issue-1550	376	2	,	,	PUNCT
issue-1550	376	3	c.	c.	PROPN
issue-1550	376	4	,	,	PUNCT
issue-1550	376	5	yang	yang	PROPN
issue-1550	376	6	,	,	PUNCT
issue-1550	376	7	y.	y.	PROPN
issue-1550	376	8	,	,	PUNCT
issue-1550	376	9	&	&	CCONJ
issue-1550	376	10	cheng	cheng	PROPN
issue-1550	376	11	,	,	PUNCT
issue-1550	376	12	y.	y.	PROPN
issue-1550	376	13	(	(	PUNCT
issue-1550	376	14	2014	2014	NUM
issue-1550	376	15	)	)	PUNCT
issue-1550	376	16	.	.	PUNCT
issue-1550	377	1	does	do	AUX
issue-1550	377	2	relationship	relationship	NOUN
issue-1550	377	3	matter	matter	VERB
issue-1550	377	4	?	?	PUNCT
issue-1550	378	1	customer	customer	NOUN
issue-1550	378	2	response	response	NOUN
issue-1550	378	3	to	to	ADP
issue-1550	378	4	service	service	NOUN
issue-1550	378	5	failure	failure	NOUN
issue-1550	378	6	.	.	PUNCT
issue-1550	379	1	managing	manage	VERB
issue-1550	379	2	service	service	NOUN
issue-1550	379	3	quality	quality	NOUN
issue-1550	379	4	,	,	PUNCT
issue-1550	379	5	24(2	24(2	NUM
issue-1550	379	6	)	)	PUNCT
issue-1550	379	7	,	,	PUNCT
issue-1550	379	8	139–159	139–159	NUM
issue-1550	379	9	.	.	PUNCT
issue-1550	380	1	vader	vader	PROPN
issue-1550	380	2	,	,	PUNCT
issue-1550	380	3	r.	r.	PROPN
issue-1550	380	4	,	,	PUNCT
issue-1550	380	5	martin	martin	PROPN
issue-1550	380	6	,	,	PUNCT
issue-1550	380	7	p.	p.	PROPN
issue-1550	380	8	,	,	PUNCT
issue-1550	380	9	&	&	CCONJ
issue-1550	380	10	lin	lin	PROPN
issue-1550	380	11	,	,	PUNCT
issue-1550	380	12	w.	w.	PROPN
issue-1550	380	13	(	(	PUNCT
issue-1550	380	14	2020	2020	NUM
issue-1550	380	15	)	)	PUNCT
issue-1550	380	16	.	.	PUNCT
issue-1550	381	1	pleasing	please	VERB
issue-1550	381	2	customers	customer	NOUN
issue-1550	381	3	during	during	ADP
issue-1550	381	4	a	a	DET
issue-1550	381	5	pandemic	pandemic	ADJ
issue-1550	381	6	:	:	PUNCT
issue-1550	381	7	important	important	ADJ
issue-1550	381	8	lessons	lesson	NOUN
issue-1550	381	9	from	from	ADP
issue-1550	381	10	china	china	PROPN
issue-1550	381	11	on	on	ADP
issue-1550	381	12	how	how	SCONJ
issue-1550	381	13	covid-19	covid-19	PROPN
issue-1550	381	14	has	have	AUX
issue-1550	381	15	changed	change	VERB
issue-1550	381	16	customer	customer	NOUN
issue-1550	381	17	behaviour	behaviour	NOUN
issue-1550	381	18	.	.	PUNCT
issue-1550	382	1	available	available	ADJ
issue-1550	382	2	at	at	ADP
issue-1550	382	3	:	:	PUNCT
issue-1550	382	4	https://home.kpmg/xx/en/home/	https://home.kpmg/xx/en/home/	PROPN
issue-1550	382	5	insights/2020/03	insights/2020/03	PROPN
issue-1550	382	6	/	/	SYM
issue-1550	382	7	pleasing	please	VERB
issue-1550	382	8	-	-	PUNCT
issue-1550	382	9	customers	customer	NOUN
issue-1550	382	10	-	-	PUNCT
issue-1550	382	11	during	during	ADP
issue-1550	382	12	-	-	PUNCT
issue-1550	382	13	a	a	DET
issue-1550	382	14	-	-	PUNCT
issue-1550	382	15	pandemic.html	pandemic.html	NOUN
issue-1550	382	16	(	(	PUNCT
issue-1550	382	17	accessed	access	VERB
issue-1550	382	18	10	10	NUM
issue-1550	382	19	august	august	PROPN
issue-1550	382	20	2021	2021	NUM
issue-1550	382	21	)	)	PUNCT
issue-1550	382	22	.	.	PUNCT
issue-1550	383	1	van	van	PROPN
issue-1550	383	2	der	der	PROPN
issue-1550	383	3	heijden	heijden	PROPN
issue-1550	383	4	,	,	PUNCT
issue-1550	383	5	g.	g.	PROPN
issue-1550	383	6	a.	a.	PROPN
issue-1550	383	7	h.	h.	PROPN
issue-1550	383	8	,	,	PUNCT
issue-1550	383	9	schepers	scheper	NOUN
issue-1550	383	10	,	,	PUNCT
issue-1550	383	11	j.	j.	PROPN
issue-1550	383	12	l.	l.	PROPN
issue-1550	383	13	,	,	PUNCT
issue-1550	383	14	nijssen	nijssen	PROPN
issue-1550	383	15	,	,	PUNCT
issue-1550	383	16	j.	j.	PROPN
issue-1550	383	17	e.	e.	PROPN
issue-1550	383	18	,	,	PUNCT
issue-1550	383	19	&	&	CCONJ
issue-1550	383	20	ordanini	ordanini	PROPN
issue-1550	383	21	,	,	PUNCT
issue-1550	383	22	a.	a.	NOUN
issue-1550	383	23	(	(	PUNCT
issue-1550	383	24	2013	2013	NUM
issue-1550	383	25	)	)	PUNCT
issue-1550	383	26	.	.	PUNCT
issue-1550	384	1	do	do	AUX
issue-1550	384	2	n’t	not	PART
issue-1550	384	3	just	just	ADV
issue-1550	384	4	fix	fix	VERB
issue-1550	384	5	it	it	PRON
issue-1550	384	6	,	,	PUNCT
issue-1550	384	7	make	make	VERB
issue-1550	384	8	it	it	PRON
issue-1550	384	9	better	well	ADV
issue-1550	384	10	:	:	PUNCT
issue-1550	384	11	using	use	VERB
issue-1550	384	12	frontline	frontline	NOUN
issue-1550	384	13	service	service	NOUN
issue-1550	384	14	employees	employee	NOUN
issue-1550	384	15	to	to	PART
issue-1550	384	16	improve	improve	VERB
issue-1550	384	17	recovery	recovery	NOUN
issue-1550	384	18	performance	performance	NOUN
issue-1550	384	19	.	.	PUNCT
issue-1550	385	1	journal	journal	NOUN
issue-1550	385	2	of	of	ADP
issue-1550	385	3	the	the	DET
issue-1550	385	4	academy	academy	NOUN
issue-1550	385	5	of	of	ADP
issue-1550	385	6	marketing	marketing	NOUN
issue-1550	385	7	and	and	CCONJ
issue-1550	385	8	science	science	NOUN
issue-1550	385	9	,	,	PUNCT
issue-1550	385	10	41	41	NUM
issue-1550	385	11	,	,	PUNCT
issue-1550	385	12	515–530	515–530	NUM
issue-1550	385	13	.	.	PUNCT
issue-1550	386	1	vardhan	vardhan	PROPN
issue-1550	386	2	,	,	PUNCT
issue-1550	386	3	h.	h.	PROPN
issue-1550	386	4	(	(	PUNCT
issue-1550	386	5	2021	2021	NUM
issue-1550	386	6	)	)	PUNCT
issue-1550	386	7	.	.	PUNCT
issue-1550	387	1	delivering	deliver	VERB
issue-1550	387	2	great	great	ADJ
issue-1550	387	3	customer	customer	NOUN
issue-1550	387	4	service	service	NOUN
issue-1550	387	5	during	during	ADP
issue-1550	387	6	a	a	DET
issue-1550	387	7	pandemic	pandemic	NOUN
issue-1550	387	8	:	:	PUNCT
issue-1550	387	9	a	a	DET
issue-1550	387	10	guide	guide	NOUN
issue-1550	387	11	.	.	PUNCT
issue-1550	388	1	available	available	ADJ
issue-1550	388	2	at	at	ADP
issue-1550	388	3	:	:	PUNCT
issue-1550	388	4	https://hiverhq.com/blog/customer-service-coronavirus-pandemic	https://hiverhq.com/blog/customer-service-coronavirus-pandemic	NOUN
issue-1550	388	5	(	(	PUNCT
issue-1550	388	6	accessed	access	VERB
issue-1550	388	7	21	21	NUM
issue-1550	388	8	august	august	PROPN
issue-1550	388	9	2021	2021	NUM
issue-1550	388	10	)	)	PUNCT
issue-1550	388	11	.	.	PUNCT
issue-1550	389	1	wilson	wilson	PROPN
issue-1550	389	2	,	,	PUNCT
issue-1550	389	3	a.	a.	PROPN
issue-1550	389	4	,	,	PUNCT
issue-1550	389	5	zeithaml	zeithaml	PROPN
issue-1550	389	6	,	,	PUNCT
issue-1550	389	7	v.	v.	PROPN
issue-1550	389	8	a.	a.	NOUN
issue-1550	389	9	,	,	PUNCT
issue-1550	389	10	bitner	bitner	NOUN
issue-1550	389	11	,	,	PUNCT
issue-1550	389	12	m.	m.	NOUN
issue-1550	389	13	j.	j.	PROPN
issue-1550	389	14	,	,	PUNCT
issue-1550	389	15	&	&	CCONJ
issue-1550	389	16	gremler	gremler	PROPN
issue-1550	389	17	,	,	PUNCT
issue-1550	389	18	d.	d.	PROPN
issue-1550	389	19	d.	d.	PROPN
issue-1550	389	20	(	(	PUNCT
issue-1550	389	21	2012	2012	NUM
issue-1550	389	22	)	)	PUNCT
issue-1550	389	23	.	.	PUNCT
issue-1550	390	1	services	service	NOUN
issue-1550	390	2	marketing	marketing	NOUN
issue-1550	390	3	:	:	PUNCT
issue-1550	390	4	integrating	integrate	VERB
issue-1550	390	5	customer	customer	NOUN
issue-1550	390	6	focus	focus	VERB
issue-1550	390	7	across	across	ADP
issue-1550	390	8	the	the	DET
issue-1550	390	9	firm	firm	NOUN
issue-1550	390	10	.	.	PUNCT
issue-1550	391	1	berkshire	berkshire	PROPN
issue-1550	391	2	:	:	PUNCT
issue-1550	391	3	mcgraw	mcgraw	PROPN
issue-1550	391	4	hill	hill	PROPN
issue-1550	391	5	.	.	PUNCT
issue-1550	392	1	worsfold	worsfold	PROPN
issue-1550	392	2	,	,	PUNCT
issue-1550	392	3	k.	k.	PROPN
issue-1550	392	4	,	,	PUNCT
issue-1550	392	5	worsfold	worsfold	PROPN
issue-1550	392	6	,	,	PUNCT
issue-1550	392	7	j.	j.	PROPN
issue-1550	392	8	,	,	PUNCT
issue-1550	392	9	&	&	CCONJ
issue-1550	392	10	bradley	bradley	PROPN
issue-1550	392	11	,	,	PUNCT
issue-1550	392	12	g.	g.	PROPN
issue-1550	392	13	(	(	PUNCT
issue-1550	392	14	2007	2007	NUM
issue-1550	392	15	)	)	PUNCT
issue-1550	392	16	.	.	PUNCT
issue-1550	393	1	interactive	interactive	ADJ
issue-1550	393	2	effects	effect	NOUN
issue-1550	393	3	of	of	ADP
issue-1550	393	4	proactive	proactive	ADJ
issue-1550	393	5	and	and	CCONJ
issue-1550	393	6	reactive	reactive	ADJ
issue-1550	393	7	service	service	NOUN
issue-1550	393	8	recovery	recovery	NOUN
issue-1550	393	9	strategies	strategy	NOUN
issue-1550	393	10	:	:	PUNCT
issue-1550	393	11	the	the	DET
issue-1550	393	12	case	case	NOUN
issue-1550	393	13	of	of	ADP
issue-1550	393	14	rapport	rapport	NOUN
issue-1550	393	15	and	and	CCONJ
issue-1550	393	16	compensation	compensation	NOUN
issue-1550	393	17	.	.	PUNCT
issue-1550	394	1	journal	journal	PROPN
issue-1550	394	2	of	of	ADP
issue-1550	394	3	applied	apply	VERB
issue-1550	394	4	social	social	ADJ
issue-1550	394	5	psychology	psychology	NOUN
issue-1550	394	6	,	,	PUNCT
issue-1550	394	7	37(11	37(11	NUM
issue-1550	394	8	)	)	PUNCT
issue-1550	394	9	,	,	PUNCT
issue-1550	394	10	2496–2517	2496–2517	NUM
issue-1550	394	11	.	.	PUNCT
issue-1550	395	1	xu	xu	PROPN
issue-1550	395	2	,	,	PUNCT
issue-1550	395	3	y.	y.	PROPN
issue-1550	395	4	,	,	PUNCT
issue-1550	395	5	tronvoll	tronvoll	PROPN
issue-1550	395	6	,	,	PUNCT
issue-1550	395	7	b.	b.	PROPN
issue-1550	395	8	,	,	PUNCT
issue-1550	395	9	&	&	CCONJ
issue-1550	395	10	edvardsson	edvardsson	PROPN
issue-1550	395	11	,	,	PUNCT
issue-1550	395	12	b.	b.	PROPN
issue-1550	395	13	(	(	PUNCT
issue-1550	395	14	2014	2014	NUM
issue-1550	395	15	)	)	PUNCT
issue-1550	395	16	.	.	PUNCT
issue-1550	396	1	recovering	recover	VERB
issue-1550	396	2	service	service	NOUN
issue-1550	396	3	failure	failure	NOUN
issue-1550	396	4	through	through	ADP
issue-1550	396	5	integration	integration	NOUN
issue-1550	396	6	.	.	PUNCT
issue-1550	397	1	the	the	DET
issue-1550	397	2	services	service	NOUN
issue-1550	397	3	industry	industry	NOUN
issue-1550	397	4	journal	journal	NOUN
issue-1550	397	5	,	,	PUNCT
issue-1550	397	6	34(16	34(16	NUM
issue-1550	397	7	)	)	PUNCT
issue-1550	397	8	,	,	PUNCT
issue-1550	397	9	1253–1271	1253–1271	NUM
issue-1550	397	10	.	.	PUNCT
issue-1550	398	1	yi	yi	PROPN
issue-1550	398	2	,	,	PUNCT
issue-1550	398	3	y.	y.	PROPN
issue-1550	398	4	,	,	PUNCT
issue-1550	398	5	&	&	CCONJ
issue-1550	398	6	lee	lee	PROPN
issue-1550	398	7	,	,	PUNCT
issue-1550	398	8	j.	j.	PROPN
issue-1550	398	9	(	(	PUNCT
issue-1550	398	10	2005	2005	NUM
issue-1550	398	11	)	)	PUNCT
issue-1550	398	12	.	.	PUNCT
issue-1550	399	1	an	an	DET
issue-1550	399	2	empirical	empirical	ADJ
issue-1550	399	3	study	study	NOUN
issue-1550	399	4	on	on	ADP
issue-1550	399	5	the	the	DET
issue-1550	399	6	customer	customer	NOUN
issue-1550	399	7	responses	response	NOUN
issue-1550	399	8	to	to	ADP
issue-1550	399	9	service	service	NOUN
issue-1550	399	10	recovery	recovery	NOUN
issue-1550	399	11	in	in	ADP
issue-1550	399	12	the	the	DET
issue-1550	399	13	context	context	NOUN
issue-1550	399	14	of	of	ADP
issue-1550	399	15	service	service	NOUN
issue-1550	399	16	failure	failure	NOUN
issue-1550	399	17	.	.	PUNCT
issue-1550	400	1	seoul	seoul	PROPN
issue-1550	400	2	journal	journal	PROPN
issue-1550	400	3	of	of	ADP
issue-1550	400	4	business	business	NOUN
issue-1550	400	5	,	,	PUNCT
issue-1550	400	6	11(1	11(1	NUM
issue-1550	400	7	)	)	PUNCT
issue-1550	400	8	,	,	PUNCT
issue-1550	400	9	1–17	1–17	PROPN
issue-1550	400	10	.	.	PUNCT
issue-1550	401	1	zainol	zainol	PROPN
issue-1550	401	2	,	,	PUNCT
issue-1550	401	3	n.	n.	NOUN
issue-1550	401	4	a.	a.	NOUN
issue-1550	401	5	(	(	PUNCT
issue-1550	401	6	2012	2012	NUM
issue-1550	401	7	)	)	PUNCT
issue-1550	401	8	.	.	PUNCT
issue-1550	402	1	identifying	identify	VERB
issue-1550	402	2	service	service	NOUN
issue-1550	402	3	failures	failure	NOUN
issue-1550	402	4	among	among	ADP
issue-1550	402	5	resort	resort	NOUN
issue-1550	402	6	customers	customer	NOUN
issue-1550	402	7	in	in	ADP
issue-1550	402	8	langkawi	langkawi	PROPN
issue-1550	402	9	island	island	PROPN
issue-1550	402	10	.	.	PUNCT
issue-1550	403	1	international	international	ADJ
issue-1550	403	2	conference	conference	NOUN
issue-1550	403	3	on	on	ADP
issue-1550	403	4	trade	trade	NOUN
issue-1550	403	5	,	,	PUNCT
issue-1550	403	6	tourism	tourism	NOUN
issue-1550	403	7	and	and	CCONJ
issue-1550	403	8	management	management	NOUN
issue-1550	403	9	(	(	PUNCT
issue-1550	403	10	icttm	icttm	PROPN
issue-1550	403	11	)	)	PUNCT
issue-1550	403	12	.	.	PUNCT
issue-1550	404	1	bangkok	bangkok	PROPN
issue-1550	404	2	,	,	PUNCT
issue-1550	404	3	thailand	thailand	PROPN
issue-1550	404	4	.	.	PUNCT
issue-1550	405	1	zhou	zhou	PROPN
issue-1550	405	2	,	,	PUNCT
issue-1550	405	3	y.	y.	PROPN
issue-1550	405	4	,	,	PUNCT
issue-1550	405	5	tsang	tsang	PROPN
issue-1550	405	6	,	,	PUNCT
issue-1550	405	7	a.	a.	PROPN
issue-1550	405	8	s.	s.	PROPN
issue-1550	405	9	,	,	PUNCT
issue-1550	405	10	huang	huang	PROPN
issue-1550	405	11	,	,	PUNCT
issue-1550	405	12	m.	m.	NOUN
issue-1550	405	13	,	,	PUNCT
issue-1550	405	14	&	&	CCONJ
issue-1550	405	15	zhou	zhou	PROPN
issue-1550	405	16	,	,	PUNCT
issue-1550	405	17	n.	n.	PROPN
issue-1550	405	18	(	(	PUNCT
issue-1550	405	19	2014	2014	NUM
issue-1550	405	20	)	)	PUNCT
issue-1550	405	21	.	.	PUNCT
issue-1550	406	1	does	do	AUX
issue-1550	406	2	delaying	delay	VERB
issue-1550	406	3	service	service	NOUN
issue-1550	406	4	-	-	PUNCT
issue-1550	406	5	failure	failure	NOUN
issue-1550	406	6	resolution	resolution	NOUN
issue-1550	406	7	ever	ever	ADV
issue-1550	406	8	make	make	VERB
issue-1550	406	9	sense	sense	NOUN
issue-1550	406	10	?	?	PUNCT
issue-1550	407	1	journal	journal	NOUN
issue-1550	407	2	of	of	ADP
issue-1550	407	3	business	business	NOUN
issue-1550	407	4	research	research	NOUN
issue-1550	407	5	,	,	PUNCT
issue-1550	407	6	67(2	67(2	NUM
issue-1550	407	7	)	)	PUNCT
issue-1550	407	8	,	,	PUNCT
issue-1550	407	9	159–166	159–166	NUM
issue-1550	407	10	.	.	PUNCT