id	sid	tid	token	lemma	pos
crl-14942	1	1	college	college	NOUN
crl-14942	1	2	and	and	CCONJ
crl-14942	1	3	research	research	NOUN
crl-14942	1	4	libraries	library	NOUN
crl-14942	1	5	custom.er	custom.er	NOUN
crl-14942	1	6	expectations	expectation	NOUN
crl-14942	1	7	:	:	PUNCT
crl-14942	1	8	concepts	concept	NOUN
crl-14942	1	9	and	and	CCONJ
crl-14942	1	10	reality	reality	NOUN
crl-14942	1	11	for	for	ADP
crl-14942	1	12	academ.ic	academ.ic	PROPN
crl-14942	1	13	library	library	NOUN
crl-14942	1	14	services	service	NOUN
crl-14942	1	15	christopher	christopher	PROPN
crl-14942	1	16	millson	millson	PROPN
crl-14942	1	17	-	-	PUNCT
crl-14942	1	18	martula	martula	ADJ
crl-14942	1	19	and	and	CCONJ
crl-14942	1	20	vanaja	vanaja	NOUN
crl-14942	1	21	menon	menon	PROPN
crl-14942	1	22	as	as	SCONJ
crl-14942	1	23	academic	academic	ADJ
crl-14942	1	24	libraries	library	NOUN
crl-14942	1	25	continue	continue	VERB
crl-14942	1	26	to	to	PART
crl-14942	1	27	evolve	evolve	VERB
crl-14942	1	28	as	as	ADP
crl-14942	1	29	service	service	NOUN
crl-14942	1	30	organizations	organization	NOUN
crl-14942	1	31	,	,	PUNCT
crl-14942	1	32	they	they	PRON
crl-14942	1	33	should	should	AUX
crl-14942	1	34	focus	focus	VERB
crl-14942	1	35	on	on	ADP
crl-14942	1	36	their	their	PRON
crl-14942	1	37	users	user	NOUN
crl-14942	1	38	as	as	ADP
crl-14942	1	39	customers	customer	NOUN
crl-14942	1	40	and	and	CCONJ
crl-14942	1	41	develop	develop	VERB
crl-14942	1	42	programs	program	NOUN
crl-14942	1	43	of	of	ADP
crl-14942	1	44	service	service	NOUN
crl-14942	1	45	that	that	PRON
crl-14942	1	46	meet	meet	VERB
crl-14942	1	47	or	or	CCONJ
crl-14942	1	48	exceed	exceed	VERB
crl-14942	1	49	user	user	NOUN
crl-14942	1	50	expectations	expectation	NOUN
crl-14942	1	51	.	.	PUNCT
crl-14942	2	1	the	the	DET
crl-14942	2	2	overriding	override	VERB
crl-14942	2	3	goal	goal	NOUN
crl-14942	2	4	will	will	AUX
crl-14942	2	5	become	become	VERB
crl-14942	2	6	customer	customer	NOUN
crl-14942	2	7	satisfaction	satisfaction	NOUN
crl-14942	2	8	.	.	PUNCT
crl-14942	3	1	this	this	DET
crl-14942	3	2	article	article	NOUN
crl-14942	3	3	deals	deal	VERB
crl-14942	3	4	with	with	ADP
crl-14942	3	5	the	the	DET
crl-14942	3	6	elements	element	NOUN
crl-14942	3	7	that	that	PRON
crl-14942	3	8	determine	determine	VERB
crl-14942	3	9	expectations	expectation	NOUN
crl-14942	3	10	as	as	ADV
crl-14942	3	11	well	well	ADV
crl-14942	3	12	as	as	ADP
crl-14942	3	13	the	the	DET
crl-14942	3	14	existing	exist	VERB
crl-14942	3	15	gaps	gap	NOUN
crl-14942	3	16	that	that	PRON
crl-14942	3	17	relate	relate	VERB
crl-14942	3	18	to	to	ADP
crl-14942	3	19	customer	customer	NOUN
crl-14942	3	20	expectations	expectation	NOUN
crl-14942	3	21	and	and	CCONJ
crl-14942	3	22	service	service	NOUN
crl-14942	3	23	performance	performance	NOUN
crl-14942	3	24	.	.	PUNCT
crl-14942	4	1	possible	possible	ADJ
crl-14942	4	2	strategies	strategy	NOUN
crl-14942	4	3	for	for	ADP
crl-14942	4	4	narrowing	narrow	VERB
crl-14942	4	5	these	these	DET
crl-14942	4	6	gaps	gap	NOUN
crl-14942	4	7	include	include	VERB
crl-14942	4	8	enhanced	enhanced	ADJ
crl-14942	4	9	communication	communication	NOUN
crl-14942	4	10	between	between	ADP
crl-14942	4	11	the	the	DET
crl-14942	4	12	library	library	NOUN
crl-14942	4	13	and	and	CCONJ
crl-14942	4	14	its	its	PRON
crl-14942	4	15	customers	customer	NOUN
crl-14942	4	16	and	and	CCONJ
crl-14942	4	17	improved	improved	ADJ
crl-14942	4	18	management	management	NOUN
crl-14942	4	19	.	.	PUNCT
crl-14942	5	1	ver	ver	PROPN
crl-14942	5	2	the	the	DET
crl-14942	5	3	past	past	ADJ
crl-14942	5	4	two	two	NUM
crl-14942	5	5	decades	decade	NOUN
crl-14942	5	6	technological	technological	ADJ
crl-14942	5	7	innovations	innovation	NOUN
crl-14942	5	8	have	have	AUX
crl-14942	5	9	provided	provide	VERB
crl-14942	5	10	libraries	library	NOUN
crl-14942	5	11	with	with	ADP
crl-14942	5	12	the	the	DET
crl-14942	5	13	means	mean	NOUN
crl-14942	5	14	to	to	PART
crl-14942	5	15	not	not	PART
crl-14942	5	16	only	only	ADV
crl-14942	5	17	meet	meet	VERB
crl-14942	5	18	but	but	CCONJ
crl-14942	5	19	also	also	ADV
crl-14942	5	20	surpass	surpass	VERB
crl-14942	5	21	customer	customer	NOUN
crl-14942	5	22	needs	need	NOUN
crl-14942	5	23	and	and	CCONJ
crl-14942	5	24	expectations	expectation	NOUN
crl-14942	5	25	.	.	PUNCT
crl-14942	6	1	initially	initially	ADV
crl-14942	6	2	,	,	PUNCT
crl-14942	6	3	technology	technology	NOUN
crl-14942	6	4	involved	involve	VERB
crl-14942	6	5	the	the	DET
crl-14942	6	6	automation	automation	NOUN
crl-14942	6	7	of	of	ADP
crl-14942	6	8	library	library	ADJ
crl-14942	6	9	staff	staff	NOUN
crl-14942	6	10	functions	function	NOUN
crl-14942	6	11	,	,	PUNCT
crl-14942	6	12	and	and	CCONJ
crl-14942	6	13	customers	customer	NOUN
crl-14942	6	14	experienced	experience	VERB
crl-14942	6	15	few	few	ADJ
crl-14942	6	16	benefits	benefit	NOUN
crl-14942	6	17	directly	directly	ADV
crl-14942	6	18	.	.	PUNCT
crl-14942	7	1	with	with	ADP
crl-14942	7	2	the	the	DET
crl-14942	7	3	development	development	NOUN
crl-14942	7	4	of	of	ADP
crl-14942	7	5	the	the	DET
crl-14942	7	6	online	online	ADJ
crl-14942	7	7	catalog	catalog	NOUN
crl-14942	7	8	,	,	PUNCT
crl-14942	7	9	customers	customer	NOUN
crl-14942	7	10	experienced	experience	VERB
crl-14942	7	11	a	a	DET
crl-14942	7	12	faster	fast	ADJ
crl-14942	7	13	,	,	PUNCT
crl-14942	7	14	easier	easy	ADJ
crl-14942	7	15	,	,	PUNCT
crl-14942	7	16	and	and	CCONJ
crl-14942	7	17	more	more	ADV
crl-14942	7	18	efficient	efficient	ADJ
crl-14942	7	19	method	method	NOUN
crl-14942	7	20	of	of	ADP
crl-14942	7	21	searching	search	VERB
crl-14942	7	22	.	.	PUNCT
crl-14942	8	1	as	as	SCONJ
crl-14942	8	2	online	online	ADJ
crl-14942	8	3	systems	system	NOUN
crl-14942	8	4	became	become	VERB
crl-14942	8	5	commonplace	commonplace	ADJ
crl-14942	8	6	,	,	PUNCT
crl-14942	8	7	librarians	librarian	NOUN
crl-14942	8	8	began	begin	VERB
crl-14942	8	9	to	to	PART
crl-14942	8	10	realize	realize	VERB
crl-14942	8	11	the	the	DET
crl-14942	8	12	new	new	ADJ
crl-14942	8	13	and	and	CCONJ
crl-14942	8	14	exciting	exciting	ADJ
crl-14942	8	15	possibilities	possibility	NOUN
crl-14942	8	16	to	to	PART
crl-14942	8	17	which	which	PRON
crl-14942	8	18	increased	increase	VERB
crl-14942	8	19	automation	automation	NOUN
crl-14942	8	20	can	can	AUX
crl-14942	8	21	lead	lead	VERB
crl-14942	8	22	.	.	PUNCT
crl-14942	9	1	the	the	DET
crl-14942	9	2	flexibility	flexibility	NOUN
crl-14942	9	3	of	of	ADP
crl-14942	9	4	electronic	electronic	ADJ
crl-14942	9	5	data	datum	NOUN
crl-14942	9	6	led	lead	VERB
crl-14942	9	7	to	to	ADP
crl-14942	9	8	shared	share	VERB
crl-14942	9	9	catalogs	catalog	NOUN
crl-14942	9	10	,	,	PUNCT
crl-14942	9	11	dial	dial	NOUN
crl-14942	9	12	access	access	NOUN
crl-14942	9	13	,	,	PUNCT
crl-14942	9	14	and	and	CCONJ
crl-14942	9	15	remote	remote	ADJ
crl-14942	9	16	charging	charging	NOUN
crl-14942	9	17	,	,	PUNCT
crl-14942	9	18	thereby	thereby	ADV
crl-14942	9	19	allowing	allow	VERB
crl-14942	9	20	customers	customer	NOUN
crl-14942	9	21	to	to	PART
crl-14942	9	22	search	search	VERB
crl-14942	9	23	multiple	multiple	ADJ
crl-14942	9	24	catalogs	catalog	NOUN
crl-14942	9	25	remotely	remotely	ADV
crl-14942	9	26	,	,	PUNCT
crl-14942	9	27	even	even	ADV
crl-14942	9	28	from	from	ADP
crl-14942	9	29	the	the	DET
crl-14942	9	30	comfort	comfort	NOUN
crl-14942	9	31	of	of	ADP
crl-14942	9	32	their	their	PRON
crl-14942	9	33	own	own	ADJ
crl-14942	9	34	homes	home	NOUN
crl-14942	9	35	or	or	CCONJ
crl-14942	9	36	offices	office	NOUN
crl-14942	9	37	.	.	PUNCT
crl-14942	10	1	in	in	ADP
crl-14942	10	2	addition	addition	NOUN
crl-14942	10	3	,	,	PUNCT
crl-14942	10	4	the	the	DET
crl-14942	10	5	use	use	NOUN
crl-14942	10	6	of	of	ADP
crl-14942	10	7	telefax	telefax	PROPN
crl-14942	10	8	machines	machine	NOUN
crl-14942	10	9	has	have	AUX
crl-14942	10	10	dramatically	dramatically	ADV
crl-14942	10	11	reduced	reduce	VERB
crl-14942	10	12	the	the	DET
crl-14942	10	13	turnaround	turnaround	NOUN
crl-14942	10	14	time	time	NOUN
crl-14942	10	15	for	for	ADP
crl-14942	10	16	the	the	DET
crl-14942	10	17	remote	remote	ADJ
crl-14942	10	18	processing	processing	NOUN
crl-14942	10	19	of	of	ADP
crl-14942	10	20	photocopy	photocopy	NOUN
crl-14942	10	21	requests	request	NOUN
crl-14942	10	22	.	.	PUNCT
crl-14942	11	1	innovations	innovation	NOUN
crl-14942	11	2	such	such	ADJ
crl-14942	11	3	as	as	ADP
crl-14942	11	4	full	full	ADJ
crl-14942	11	5	-	-	PUNCT
crl-14942	11	6	text	text	NOUN
crl-14942	11	7	databases	database	NOUN
crl-14942	11	8	and	and	CCONJ
crl-14942	11	9	document	document	NOUN
crl-14942	11	10	delivery	delivery	NOUN
crl-14942	11	11	systems	system	NOUN
crl-14942	11	12	are	be	AUX
crl-14942	11	13	increasing	increase	VERB
crl-14942	11	14	.	.	PUNCT
crl-14942	12	1	consequently	consequently	ADV
crl-14942	12	2	,	,	PUNCT
crl-14942	12	3	students	student	NOUN
crl-14942	12	4	and	and	CCONJ
crl-14942	12	5	faculty	faculty	NOUN
crl-14942	12	6	have	have	AUX
crl-14942	12	7	experienced	experience	VERB
crl-14942	12	8	directly	directly	ADV
crl-14942	12	9	the	the	DET
crl-14942	12	10	benefits	benefit	NOUN
crl-14942	12	11	of	of	ADP
crl-14942	12	12	technology	technology	NOUN
crl-14942	12	13	through	through	ADP
crl-14942	12	14	enhanced	enhanced	ADJ
crl-14942	12	15	student	student	NOUN
crl-14942	12	16	performance	performance	NOUN
crl-14942	12	17	and	and	CCONJ
crl-14942	12	18	increased	increase	VERB
crl-14942	12	19	faculty	faculty	NOUN
crl-14942	12	20	productivity	productivity	NOUN
crl-14942	12	21	.	.	PUNCT
crl-14942	13	1	however	however	ADV
crl-14942	13	2	,	,	PUNCT
crl-14942	13	3	while	while	SCONJ
crl-14942	13	4	these	these	PRON
crl-14942	13	5	and	and	CCONJ
crl-14942	13	6	other	other	ADJ
crl-14942	13	7	advances	advance	NOUN
crl-14942	13	8	successfully	successfully	ADV
crl-14942	13	9	have	have	AUX
crl-14942	13	10	increased	increase	VERB
crl-14942	13	11	customer	customer	NOUN
crl-14942	13	12	satisfaction	satisfaction	NOUN
crl-14942	13	13	,	,	PUNCT
crl-14942	13	14	they	they	PRON
crl-14942	13	15	have	have	AUX
crl-14942	13	16	likewise	likewise	ADV
crl-14942	13	17	raised	raise	VERB
crl-14942	13	18	customer	customer	NOUN
crl-14942	13	19	expectations	expectation	NOUN
crl-14942	13	20	.	.	PUNCT
crl-14942	14	1	as	as	ADP
crl-14942	14	2	a	a	DET
crl-14942	14	3	result	result	NOUN
crl-14942	14	4	,	,	PUNCT
crl-14942	14	5	academic	academic	ADJ
crl-14942	14	6	libraries	library	NOUN
crl-14942	14	7	should	should	AUX
crl-14942	14	8	be	be	AUX
crl-14942	14	9	searching	search	VERB
crl-14942	14	10	constantly	constantly	ADV
crl-14942	14	11	for	for	ADP
crl-14942	14	12	new	new	ADJ
crl-14942	14	13	ways	way	NOUN
crl-14942	14	14	to	to	PART
crl-14942	14	15	keep	keep	VERB
crl-14942	14	16	up	up	ADP
crl-14942	14	17	with	with	ADP
crl-14942	14	18	those	those	DET
crl-14942	14	19	expectations	expectation	NOUN
crl-14942	14	20	.	.	PUNCT
crl-14942	15	1	multimedia	multimedia	NOUN
crl-14942	15	2	products	product	NOUN
crl-14942	15	3	and	and	CCONJ
crl-14942	15	4	an	an	DET
crl-14942	15	5	explosion	explosion	NOUN
crl-14942	15	6	of	of	ADP
crl-14942	15	7	networked	networked	ADJ
crl-14942	15	8	information	information	NOUN
crl-14942	15	9	add	add	VERB
crl-14942	15	10	a	a	DET
crl-14942	15	11	whole	whole	ADJ
crl-14942	15	12	new	new	ADJ
crl-14942	15	13	level	level	NOUN
crl-14942	15	14	of	of	ADP
crl-14942	15	15	complexity	complexity	NOUN
crl-14942	15	16	for	for	ADP
crl-14942	15	17	information	information	NOUN
crl-14942	15	18	seekers	seeker	NOUN
crl-14942	15	19	and	and	CCONJ
crl-14942	15	20	providers	provider	NOUN
crl-14942	15	21	alike	alike	ADV
crl-14942	15	22	.	.	PUNCT
crl-14942	16	1	unfortunately	unfortunately	ADV
crl-14942	16	2	,	,	PUNCT
crl-14942	16	3	this	this	DET
crl-14942	16	4	complexity	complexity	NOUN
crl-14942	16	5	,	,	PUNCT
crl-14942	16	6	coupled	couple	VERB
crl-14942	16	7	with	with	ADP
crl-14942	16	8	today	today	NOUN
crl-14942	16	9	's	's	PART
crl-14942	16	10	financial	financial	ADJ
crl-14942	16	11	constraints	constraint	NOUN
crl-14942	16	12	,	,	PUNCT
crl-14942	16	13	often	often	ADV
crl-14942	16	14	makes	make	VERB
crl-14942	16	15	it	it	PRON
crl-14942	16	16	difficult	difficult	ADJ
crl-14942	16	17	to	to	PART
crl-14942	16	18	decide	decide	VERB
crl-14942	16	19	which	which	DET
crl-14942	16	20	products	product	NOUN
crl-14942	16	21	and	and	CCONJ
crl-14942	16	22	services	service	NOUN
crl-14942	16	23	are	be	AUX
crl-14942	16	24	best	good	ADJ
crl-14942	16	25	for	for	ADP
crl-14942	16	26	the	the	DET
crl-14942	16	27	library	library	NOUN
crl-14942	16	28	.	.	PUNCT
crl-14942	17	1	blindly	blindly	ADV
crl-14942	17	2	embracing	embrace	VERB
crl-14942	17	3	sophisticated	sophisticated	ADJ
crl-14942	17	4	technology	technology	NOUN
crl-14942	17	5	does	do	AUX
crl-14942	17	6	not	not	PART
crl-14942	17	7	necessarily	necessarily	ADV
crl-14942	17	8	translate	translate	VERB
crl-14942	17	9	into	into	ADP
crl-14942	17	10	optimal	optimal	ADJ
crl-14942	17	11	or	or	CCONJ
crl-14942	17	12	even	even	ADV
crl-14942	17	13	enhanced	enhanced	ADJ
crl-14942	17	14	service	service	NOUN
crl-14942	17	15	.	.	PUNCT
crl-14942	18	1	rather	rather	ADV
crl-14942	18	2	,	,	PUNCT
crl-14942	18	3	academic	academic	ADJ
crl-14942	18	4	librarians	librarian	NOUN
crl-14942	18	5	should	should	AUX
crl-14942	18	6	implement	implement	VERB
crl-14942	18	7	technology	technology	NOUN
crl-14942	18	8	within	within	ADP
crl-14942	18	9	the	the	DET
crl-14942	18	10	context	context	NOUN
crl-14942	18	11	of	of	ADP
crl-14942	18	12	a	a	DET
crl-14942	18	13	grand	grand	ADJ
crl-14942	18	14	service	service	NOUN
crl-14942	18	15	vision	vision	NOUN
crl-14942	18	16	that	that	SCONJ
crl-14942	18	17	library	library	ADJ
crl-14942	18	18	staff	staff	NOUN
crl-14942	18	19	and	and	CCONJ
crl-14942	18	20	customers	customer	NOUN
crl-14942	18	21	christopher	christopher	PROPN
crl-14942	18	22	millson	millson	PROPN
crl-14942	18	23	-	-	PUNCT
crl-14942	18	24	martula	martula	NOUN
crl-14942	18	25	is	be	AUX
crl-14942	18	26	associate	associate	ADJ
crl-14942	18	27	librarian	librarian	NOUN
crl-14942	18	28	at	at	ADP
crl-14942	18	29	the	the	DET
crl-14942	18	30	fletcher	fletcher	PROPN
crl-14942	18	31	library	library	PROPN
crl-14942	18	32	,	,	PUNCT
crl-14942	18	33	arizona	arizona	PROPN
crl-14942	18	34	state	state	PROPN
crl-14942	18	35	university	university	PROPN
crl-14942	18	36	west	west	PROPN
crl-14942	18	37	,	,	PUNCT
crl-14942	18	38	phoenix	phoenix	PROPN
crl-14942	18	39	,	,	PUNCT
crl-14942	18	40	arizona	arizona	PROPN
crl-14942	18	41	85069	85069	NUM
crl-14942	18	42	-	-	SYM
crl-14942	18	43	7100	7100	NUM
crl-14942	18	44	.	.	PUNCT
crl-14942	19	1	vanaja	vanaja	PROPN
crl-14942	19	2	menon	menon	PROPN
crl-14942	19	3	is	be	AUX
crl-14942	19	4	associate	associate	ADJ
crl-14942	19	5	librarian	librarian	NOUN
crl-14942	19	6	at	at	ADP
crl-14942	19	7	the	the	DET
crl-14942	19	8	donnelley	donnelley	PROPN
crl-14942	19	9	library	library	PROPN
crl-14942	19	10	,	,	PUNCT
crl-14942	19	11	lake	lake	PROPN
crl-14942	19	12	forest	forest	PROPN
crl-14942	19	13	college	college	PROPN
crl-14942	19	14	,	,	PUNCT
crl-14942	19	15	lake	lake	PROPN
crl-14942	19	16	forest	forest	PROPN
crl-14942	19	17	,	,	PUNCT
crl-14942	19	18	illinois	illinois	PROPN
crl-14942	19	19	60045	60045	NUM
crl-14942	19	20	.	.	PUNCT
crl-14942	20	1	33	33	NUM
crl-14942	20	2	34	34	NUM
crl-14942	20	3	college	college	PROPN
crl-14942	20	4	&	&	CCONJ
crl-14942	20	5	research	research	PROPN
crl-14942	20	6	libraries	library	NOUN
crl-14942	20	7	have	have	AUX
crl-14942	20	8	jointly	jointly	ADV
crl-14942	20	9	established	establish	VERB
crl-14942	20	10	on	on	ADP
crl-14942	20	11	the	the	DET
crl-14942	20	12	basis	basis	NOUN
crl-14942	20	13	of	of	ADP
crl-14942	20	14	customer	customer	NOUN
crl-14942	20	15	input	input	NOUN
crl-14942	20	16	and	and	CCONJ
crl-14942	20	17	feedback	feedback	NOUN
crl-14942	20	18	.	.	PUNCT
crl-14942	21	1	it	it	PRON
crl-14942	21	2	is	be	AUX
crl-14942	21	3	crucial	crucial	ADJ
crl-14942	21	4	for	for	SCONJ
crl-14942	21	5	academic	academic	ADJ
crl-14942	21	6	librarians	librarian	NOUN
crl-14942	21	7	not	not	PART
crl-14942	21	8	to	to	PART
crl-14942	21	9	forget	forget	VERB
crl-14942	21	10	the	the	DET
crl-14942	21	11	customers	customer	NOUN
crl-14942	21	12	for	for	ADP
crl-14942	21	13	whom	whom	PRON
crl-14942	21	14	these	these	DET
crl-14942	21	15	services	service	NOUN
crl-14942	21	16	exist	exist	VERB
crl-14942	21	17	.	.	PUNCT
crl-14942	22	1	customers	customer	NOUN
crl-14942	22	2	and	and	CCONJ
crl-14942	22	3	library	library	PROPN
crl-14942	22	4	services	service	NOUN
crl-14942	22	5	charles	charles	PROPN
crl-14942	22	6	osburn	osburn	PROPN
crl-14942	22	7	describes	describe	VERB
crl-14942	22	8	the	the	DET
crl-14942	22	9	situation	situation	NOUN
crl-14942	22	10	quite	quite	ADV
crl-14942	22	11	succinctly	succinctly	ADV
crl-14942	22	12	when	when	SCONJ
crl-14942	22	13	he	he	PRON
crl-14942	22	14	says	say	VERB
crl-14942	22	15	that	that	SCONJ
crl-14942	22	16	library	library	ADJ
crl-14942	22	17	researchers	researcher	NOUN
crl-14942	22	18	(	(	PUNCT
crl-14942	22	19	and	and	CCONJ
crl-14942	22	20	libraries	library	NOUN
crl-14942	22	21	)	)	PUNCT
crl-14942	22	22	have	have	AUX
crl-14942	22	23	"	"	PUNCT
crl-14942	22	24	not	not	PART
crl-14942	22	25	focused	focus	VERB
crl-14942	22	26	so	so	ADV
crl-14942	22	27	much	much	ADV
crl-14942	22	28	on	on	ADP
crl-14942	22	29	the	the	DET
crl-14942	22	30	consumer	consumer	NOUN
crl-14942	22	31	's	's	PART
crl-14942	22	32	goals	goal	NOUN
crl-14942	22	33	,	,	PUNCT
crl-14942	22	34	methods	method	NOUN
crl-14942	22	35	,	,	PUNCT
crl-14942	22	36	habits	habit	NOUN
crl-14942	22	37	,	,	PUNCT
crl-14942	22	38	and	and	CCONJ
crl-14942	22	39	motivations	motivation	NOUN
crl-14942	22	40	as	as	SCONJ
crl-14942	22	41	we	we	PRON
crl-14942	22	42	have	have	VERB
crl-14942	22	43	on	on	ADP
crl-14942	22	44	the	the	DET
crl-14942	22	45	efficiency	efficiency	NOUN
crl-14942	22	46	of	of	ADP
crl-14942	22	47	techniques	technique	NOUN
crl-14942	22	48	to	to	PART
crl-14942	22	49	control	control	VERB
crl-14942	22	50	and	and	CCONJ
crl-14942	22	51	retrieve	retrieve	VERB
crl-14942	22	52	to	to	ADP
crl-14942	22	53	our	our	PRON
crl-14942	22	54	own	own	ADJ
crl-14942	22	55	professional	professional	ADJ
crl-14942	22	56	satisfaction	satisfaction	NOUN
crl-14942	22	57	.	.	PUNCT
crl-14942	23	1	"1	"1	NOUN
crl-14942	23	2	likewise	likewise	ADV
crl-14942	23	3	,	,	PUNCT
crl-14942	23	4	douglas	douglas	PROPN
crl-14942	23	5	zweizig	zweizig	PROPN
crl-14942	23	6	states	state	VERB
crl-14942	23	7	explicitly	explicitly	ADV
crl-14942	23	8	that	that	SCONJ
crl-14942	23	9	the	the	DET
crl-14942	23	10	majority	majority	NOUN
crl-14942	23	11	of	of	ADP
crl-14942	23	12	library	library	ADJ
crl-14942	23	13	research	research	NOUN
crl-14942	23	14	essentially	essentially	ADV
crl-14942	23	15	has	have	AUX
crl-14942	23	16	ignored	ignore	VERB
crl-14942	23	17	the	the	DET
crl-14942	23	18	user	user	NOUN
crl-14942	23	19	.	.	PUNCT
crl-14942	24	1	2	2	NUM
crl-14942	24	2	this	this	DET
crl-14942	24	3	article	article	NOUN
crl-14942	24	4	will	will	AUX
crl-14942	24	5	attempt	attempt	VERB
crl-14942	24	6	to	to	PART
crl-14942	24	7	assist	assist	VERB
crl-14942	24	8	library	library	ADJ
crl-14942	24	9	staff	staff	NOUN
crl-14942	24	10	as	as	SCONJ
crl-14942	24	11	they	they	PRON
crl-14942	24	12	transform	transform	VERB
crl-14942	24	13	libraries	library	NOUN
crl-14942	24	14	into	into	ADP
crl-14942	24	15	service	service	NOUN
crl-14942	24	16	organizations	organization	NOUN
crl-14942	24	17	.	.	PUNCT
crl-14942	25	1	to	to	PART
crl-14942	25	2	do	do	VERB
crl-14942	25	3	this	this	PRON
crl-14942	25	4	successfully	successfully	ADV
crl-14942	25	5	,	,	PUNCT
crl-14942	25	6	it	it	PRON
crl-14942	25	7	is	be	AUX
crl-14942	25	8	necessary	necessary	ADJ
crl-14942	25	9	to	to	PART
crl-14942	25	10	not	not	PART
crl-14942	25	11	only	only	ADV
crl-14942	25	12	focus	focus	VERB
crl-14942	25	13	on	on	ADP
crl-14942	25	14	library	library	NOUN
crl-14942	25	15	users	user	NOUN
crl-14942	25	16	as	as	ADP
crl-14942	25	17	mere	mere	ADJ
crl-14942	25	18	customers	customer	NOUN
crl-14942	25	19	but	but	CCONJ
crl-14942	25	20	also	also	ADV
crl-14942	25	21	to	to	PART
crl-14942	25	22	provide	provide	VERB
crl-14942	25	23	a	a	DET
crl-14942	25	24	program	program	NOUN
crl-14942	25	25	of	of	ADP
crl-14942	25	26	services	service	NOUN
crl-14942	25	27	that	that	PRON
crl-14942	25	28	will	will	AUX
crl-14942	25	29	either	either	CCONJ
crl-14942	25	30	meet	meet	VERB
crl-14942	25	31	or	or	CCONJ
crl-14942	25	32	exceed	exceed	VERB
crl-14942	25	33	user	user	NOUN
crl-14942	25	34	expectations	expectation	NOUN
crl-14942	25	35	.	.	PUNCT
crl-14942	26	1	in	in	ADP
crl-14942	26	2	almost	almost	ADV
crl-14942	26	3	all	all	PRON
crl-14942	26	4	instances	instance	NOUN
crl-14942	26	5	,	,	PUNCT
crl-14942	26	6	libraries	library	NOUN
crl-14942	26	7	have	have	AUX
crl-14942	26	8	possessed	possess	VERB
crl-14942	26	9	a	a	DET
crl-14942	26	10	long	long	ADJ
crl-14942	26	11	and	and	CCONJ
crl-14942	26	12	commendable	commendable	ADJ
crl-14942	26	13	record	record	NOUN
crl-14942	26	14	as	as	ADP
crl-14942	26	15	service	service	NOUN
crl-14942	26	16	organizations	organization	NOUN
crl-14942	26	17	.	.	PUNCT
crl-14942	27	1	libraries	library	NOUN
crl-14942	27	2	continuously	continuously	ADV
crl-14942	27	3	implement	implement	VERB
crl-14942	27	4	new	new	ADJ
crl-14942	27	5	programs	program	NOUN
crl-14942	27	6	and	and	CCONJ
crl-14942	27	7	services	service	NOUN
crl-14942	27	8	with	with	ADP
crl-14942	27	9	the	the	DET
crl-14942	27	10	hope	hope	NOUN
crl-14942	27	11	that	that	SCONJ
crl-14942	27	12	these	these	PRON
crl-14942	27	13	may	may	AUX
crl-14942	27	14	succeed	succeed	VERB
crl-14942	27	15	in	in	ADP
crl-14942	27	16	satisfying	satisfying	NOUN
crl-14942	27	17	expressed	express	VERB
crl-14942	27	18	or	or	CCONJ
crl-14942	27	19	unexpressed	unexpresse	VERB
crl-14942	27	20	needs	need	NOUN
crl-14942	27	21	of	of	ADP
crl-14942	27	22	some	some	DET
crl-14942	27	23	group	group	NOUN
crl-14942	27	24	or	or	CCONJ
crl-14942	27	25	groups	group	NOUN
crl-14942	27	26	of	of	ADP
crl-14942	27	27	users	user	NOUN
crl-14942	27	28	.	.	PUNCT
crl-14942	28	1	many	many	ADJ
crl-14942	28	2	libraries	library	NOUN
crl-14942	28	3	,	,	PUNCT
crl-14942	28	4	particularly	particularly	ADV
crl-14942	28	5	academic	academic	ADJ
crl-14942	28	6	libraries	library	NOUN
crl-14942	28	7	,	,	PUNCT
crl-14942	28	8	have	have	AUX
crl-14942	28	9	established	establish	VERB
crl-14942	28	10	liaison	liaison	NOUN
crl-14942	28	11	outreach	outreach	NOUN
crl-14942	28	12	programs	program	NOUN
crl-14942	28	13	in	in	ADP
crl-14942	28	14	an	an	DET
crl-14942	28	15	attempt	attempt	NOUN
crl-14942	28	16	to	to	PART
crl-14942	28	17	get	get	VERB
crl-14942	28	18	to	to	PART
crl-14942	28	19	know	know	VERB
crl-14942	28	20	users	user	NOUN
crl-14942	28	21	better	well	ADJ
crl-14942	28	22	while	while	SCONJ
crl-14942	28	23	also	also	ADV
crl-14942	28	24	providing	provide	VERB
crl-14942	28	25	them	they	PRON
crl-14942	28	26	with	with	ADP
crl-14942	28	27	a	a	DET
crl-14942	28	28	greater	great	ADJ
crl-14942	28	29	amount	amount	NOUN
crl-14942	28	30	of	of	ADP
crl-14942	28	31	information	information	NOUN
crl-14942	28	32	about	about	ADP
crl-14942	28	33	library	library	NOUN
crl-14942	28	34	programs	program	NOUN
crl-14942	28	35	and	and	CCONJ
crl-14942	28	36	services	service	NOUN
crl-14942	28	37	on	on	ADP
crl-14942	28	38	a	a	DET
crl-14942	28	39	more	more	ADV
crl-14942	28	40	consistent	consistent	ADJ
crl-14942	28	41	basis	basis	NOUN
crl-14942	28	42	.	.	PUNCT
crl-14942	29	1	in	in	ADP
crl-14942	29	2	all	all	PRON
crl-14942	29	3	of	of	ADP
crl-14942	29	4	these	these	DET
crl-14942	29	5	cases	case	NOUN
crl-14942	29	6	,	,	PUNCT
crl-14942	29	7	the	the	DET
crl-14942	29	8	goal	goal	NOUN
crl-14942	29	9	has	have	AUX
crl-14942	29	10	been	be	AUX
crl-14942	29	11	to	to	PART
crl-14942	29	12	provide	provide	VERB
crl-14942	29	13	relevant	relevant	ADJ
crl-14942	29	14	and	and	CCONJ
crl-14942	29	15	high	high	ADJ
crl-14942	29	16	-	-	PUNCT
crl-14942	29	17	quality	quality	NOUN
crl-14942	29	18	services	service	NOUN
crl-14942	29	19	to	to	ADP
crl-14942	29	20	library	library	NOUN
crl-14942	29	21	users	user	NOUN
crl-14942	29	22	.	.	PUNCT
crl-14942	30	1	however	however	ADV
crl-14942	30	2	,	,	PUNCT
crl-14942	30	3	an	an	DET
crl-14942	30	4	element	element	NOUN
crl-14942	30	5	of	of	ADP
crl-14942	30	6	quality	quality	NOUN
crl-14942	30	7	service	service	NOUN
crl-14942	30	8	is	be	AUX
crl-14942	30	9	still	still	ADV
crl-14942	30	10	absent	absent	ADJ
crl-14942	30	11	.	.	PUNCT
crl-14942	31	1	that	that	DET
crl-14942	31	2	element	element	NOUN
crl-14942	31	3	is	be	AUX
crl-14942	31	4	the	the	DET
crl-14942	31	5	incorporation	incorporation	NOUN
crl-14942	31	6	of	of	ADP
crl-14942	31	7	users	user	NOUN
crl-14942	31	8	'	'	PART
crl-14942	31	9	personal	personal	ADJ
crl-14942	31	10	needs	need	NOUN
crl-14942	31	11	and	and	CCONJ
crl-14942	31	12	expectations	expectation	NOUN
crl-14942	31	13	into	into	ADP
crl-14942	31	14	the	the	DET
crl-14942	31	15	development	development	NOUN
crl-14942	31	16	of	of	ADP
crl-14942	31	17	the	the	DET
crl-14942	31	18	·	·	SYM
crl-14942	31	19	service	service	NOUN
crl-14942	31	20	.	.	PUNCT
crl-14942	32	1	this	this	PRON
crl-14942	32	2	requires	require	VERB
crl-14942	32	3	librarians	librarian	NOUN
crl-14942	32	4	to	to	PART
crl-14942	32	5	establish	establish	VERB
crl-14942	32	6	an	an	DET
crl-14942	32	7	ongoing	ongoing	ADJ
crl-14942	32	8	relationship	relationship	NOUN
crl-14942	32	9	with	with	ADP
crl-14942	32	10	their	their	PRON
crl-14942	32	11	customers	customer	NOUN
crl-14942	32	12	in	in	ADP
crl-14942	32	13	order	order	NOUN
crl-14942	32	14	to	to	PART
crl-14942	32	15	learn	learn	VERB
crl-14942	32	16	what	what	PRON
crl-14942	32	17	their	their	PRON
crl-14942	32	18	needs	need	NOUN
crl-14942	32	19	and	and	CCONJ
crl-14942	32	20	expectations	expectation	NOUN
crl-14942	32	21	are	be	AUX
crl-14942	32	22	.	.	PUNCT
crl-14942	33	1	staff	staff	NOUN
crl-14942	33	2	become	become	VERB
crl-14942	33	3	active	active	ADJ
crl-14942	33	4	listeners	listener	NOUN
crl-14942	33	5	who	who	PRON
crl-14942	33	6	then	then	ADV
crl-14942	33	7	are	be	AUX
crl-14942	33	8	able	able	ADJ
crl-14942	33	9	to	to	PART
crl-14942	33	10	process	process	VERB
crl-14942	33	11	customer	customer	NOUN
crl-14942	33	12	input	input	NOUN
crl-14942	33	13	on	on	ADP
crl-14942	33	14	a	a	DET
crl-14942	33	15	continuous	continuous	ADJ
crl-14942	33	16	basis	basis	NOUN
crl-14942	33	17	.	.	PUNCT
crl-14942	34	1	january	january	PROPN
crl-14942	34	2	1995	1995	NUM
crl-14942	34	3	customer	customer	NOUN
crl-14942	34	4	needs	need	VERB
crl-14942	34	5	and	and	CCONJ
crl-14942	34	6	behaviors	behavior	NOUN
crl-14942	34	7	over	over	ADP
crl-14942	34	8	the	the	DET
crl-14942	34	9	years	year	NOUN
crl-14942	34	10	,	,	PUNCT
crl-14942	34	11	library	library	NOUN
crl-14942	34	12	staffs	staff	NOUN
crl-14942	34	13	have	have	AUX
crl-14942	34	14	identified	identify	VERB
crl-14942	34	15	user	user	NOUN
crl-14942	34	16	needs	need	NOUN
crl-14942	34	17	and	and	CCONJ
crl-14942	34	18	their	their	PRON
crl-14942	34	19	corresponding	correspond	VERB
crl-14942	34	20	information	information	NOUN
crl-14942	34	21	-	-	PUNCT
crl-14942	34	22	seeking	seek	VERB
crl-14942	34	23	behavior	behavior	NOUN
crl-14942	34	24	.	.	PUNCT
crl-14942	35	1	public	public	ADJ
crl-14942	35	2	librarians	librarian	NOUN
crl-14942	35	3	and	and	CCONJ
crl-14942	35	4	information	information	NOUN
crl-14942	35	5	scientists	scientist	NOUN
crl-14942	35	6	or	or	CCONJ
crl-14942	35	7	librarians	librarian	NOUN
crl-14942	35	8	working	work	VERB
crl-14942	35	9	with	with	ADP
crl-14942	35	10	scientists	scientist	NOUN
crl-14942	35	11	or	or	CCONJ
crl-14942	35	12	other	other	ADJ
crl-14942	35	13	scholars	scholar	NOUN
crl-14942	35	14	,	,	PUNCT
crl-14942	35	15	especially	especially	ADV
crl-14942	35	16	those	those	DET
crl-14942	35	17	librarians	librarian	NOUN
crl-14942	35	18	in	in	ADP
crl-14942	35	19	the	the	DET
crl-14942	35	20	united	united	ADJ
crl-14942	35	21	kingdom	kingdom	NOUN
crl-14942	35	22	in	in	ADP
crl-14942	35	23	the	the	DET
crl-14942	35	24	1960s	1960	NOUN
crl-14942	35	25	and	and	CCONJ
crl-14942	35	26	1970s	1970	NOUN
crl-14942	35	27	,	,	PUNCT
crl-14942	35	28	have	have	AUX
crl-14942	35	29	played	play	VERB
crl-14942	35	30	a	a	DET
crl-14942	35	31	leading	lead	VERB
crl-14942	35	32	role	role	NOUN
crl-14942	35	33	in	in	ADP
crl-14942	35	34	this	this	DET
crl-14942	35	35	area	area	NOUN
crl-14942	35	36	.	.	PUNCT
crl-14942	36	1	in	in	ADP
crl-14942	36	2	addition	addition	NOUN
crl-14942	36	3	,	,	PUNCT
crl-14942	36	4	the	the	DET
crl-14942	36	5	association	association	NOUN
crl-14942	36	6	of	of	ADP
crl-14942	36	7	research	research	NOUN
crl-14942	36	8	libraries	library	NOUN
crl-14942	36	9	'	'	PART
crl-14942	36	10	office	office	NOUN
crl-14942	36	11	of	of	ADP
crl-14942	36	12	management	management	NOUN
crl-14942	36	13	studies	study	NOUN
crl-14942	36	14	has	have	AUX
crl-14942	36	15	fostered	foster	VERB
crl-14942	36	16	an	an	DET
crl-14942	36	17	interest	interest	NOUN
crl-14942	36	18	in	in	ADP
crl-14942	36	19	this	this	DET
crl-14942	36	20	area	area	NOUN
crl-14942	36	21	by	by	ADP
crl-14942	36	22	exhorting	exhort	VERB
crl-14942	36	23	academic	academic	ADJ
crl-14942	36	24	librarians	librarian	NOUN
crl-14942	36	25	to	to	PART
crl-14942	36	26	make	make	VERB
crl-14942	36	27	use	use	NOUN
crl-14942	36	28	of	of	ADP
crl-14942	36	29	surveys	survey	NOUN
crl-14942	36	30	and	and	CCONJ
crl-14942	36	31	other	other	ADJ
crl-14942	36	32	methods	method	NOUN
crl-14942	36	33	that	that	PRON
crl-14942	36	34	effectively	effectively	ADV
crl-14942	36	35	can	can	AUX
crl-14942	36	36	gauge	gauge	VERB
crl-14942	36	37	user	user	NOUN
crl-14942	36	38	needs	need	NOUN
crl-14942	36	39	.	.	PUNCT
crl-14942	37	1	while	while	SCONJ
crl-14942	37	2	one	one	NUM
crl-14942	37	3	goal	goal	NOUN
crl-14942	37	4	of	of	ADP
crl-14942	37	5	a	a	DET
crl-14942	37	6	user	user	NOUN
crl-14942	37	7	study	study	NOUN
crl-14942	37	8	is	be	AUX
crl-14942	37	9	to	to	PART
crl-14942	37	10	identify	identify	VERB
crl-14942	37	11	user	user	NOUN
crl-14942	37	12	needs	need	NOUN
crl-14942	37	13	,	,	PUNCT
crl-14942	37	14	an	an	DET
crl-14942	37	15	equally	equally	ADV
crl-14942	37	16	significant	significant	ADJ
crl-14942	37	17	one	one	NOUN
crl-14942	37	18	is	be	AUX
crl-14942	37	19	to	to	PART
crl-14942	37	20	eliminate	eliminate	VERB
crl-14942	37	21	or	or	CCONJ
crl-14942	37	22	,	,	PUNCT
crl-14942	37	23	at	at	ADP
crl-14942	37	24	the	the	DET
crl-14942	37	25	very	very	ADV
crl-14942	37	26	least	least	ADJ
crl-14942	37	27	,	,	PUNCT
crl-14942	37	28	lessen	lessen	VERB
crl-14942	37	29	any	any	DET
crl-14942	37	30	obstacles	obstacle	NOUN
crl-14942	37	31	that	that	PRON
crl-14942	37	32	may	may	AUX
crl-14942	37	33	hinder	hinder	VERB
crl-14942	37	34	users	user	NOUN
crl-14942	37	35	from	from	ADP
crl-14942	37	36	satisfying	satisfy	VERB
crl-14942	37	37	their	their	PRON
crl-14942	37	38	information	information	NOUN
crl-14942	37	39	needs	need	NOUN
crl-14942	37	40	.	.	PUNCT
crl-14942	38	1	russell	russell	PROPN
crl-14942	38	2	shank	shank	PROPN
crl-14942	38	3	has	have	AUX
crl-14942	38	4	advocated	advocate	VERB
crl-14942	38	5	using	use	VERB
crl-14942	38	6	scholars	scholar	NOUN
crl-14942	38	7	'	'	PART
crl-14942	38	8	information	information	NOUN
crl-14942	38	9	needs	need	NOUN
crl-14942	38	10	and	and	CCONJ
crl-14942	38	11	informationgathering	informationgathere	VERB
crl-14942	38	12	behavior	behavior	NOUN
crl-14942	38	13	as	as	ADP
crl-14942	38	14	the	the	DET
crl-14942	38	15	principal	principal	ADJ
crl-14942	38	16	guide	guide	NOUN
crl-14942	38	17	for	for	ADP
crl-14942	38	18	determining	determine	VERB
crl-14942	38	19	the	the	DET
crl-14942	38	20	needs	need	NOUN
crl-14942	38	21	of	of	ADP
crl-14942	38	22	the	the	DET
crl-14942	38	23	general	general	ADJ
crl-14942	38	24	populace	populace	NOUN
crl-14942	38	25	of	of	ADP
crl-14942	38	26	academic	academic	ADJ
crl-14942	38	27	library	library	NOUN
crl-14942	38	28	users	user	NOUN
crl-14942	38	29	.	.	PUNCT
crl-14942	39	1	3	3	NUM
crl-14942	39	2	however	however	ADV
crl-14942	39	3	,	,	PUNCT
crl-14942	39	4	since	since	SCONJ
crl-14942	39	5	an	an	DET
crl-14942	39	6	academic	academic	ADJ
crl-14942	39	7	library	library	NOUN
crl-14942	39	8	's	's	PART
crl-14942	39	9	various	various	ADJ
crl-14942	39	10	constituencies	constituency	NOUN
crl-14942	39	11	possess	possess	VERB
crl-14942	39	12	differing	differ	VERB
crl-14942	39	13	needs	need	NOUN
crl-14942	39	14	and	and	CCONJ
crl-14942	39	15	expectations	expectation	NOUN
crl-14942	39	16	,	,	PUNCT
crl-14942	39	17	this	this	PRON
crl-14942	39	18	could	could	AUX
crl-14942	39	19	be	be	AUX
crl-14942	39	20	quite	quite	ADV
crl-14942	39	21	inappropriate	inappropriate	ADJ
crl-14942	39	22	for	for	ADP
crl-14942	39	23	graduate	graduate	ADJ
crl-14942	39	24	students	student	NOUN
crl-14942	39	25	in	in	ADP
crl-14942	39	26	a	a	DET
crl-14942	39	27	research	research	NOUN
crl-14942	39	28	university	university	NOUN
crl-14942	39	29	or	or	CCONJ
crl-14942	39	30	for	for	ADP
crl-14942	39	31	undergraduates	undergraduate	NOUN
crl-14942	39	32	in	in	ADP
crl-14942	39	33	a	a	DET
crl-14942	39	34	four	four	NUM
crl-14942	39	35	-	-	PUNCT
crl-14942	39	36	year	year	NOUN
crl-14942	39	37	or	or	CCONJ
crl-14942	39	38	community	community	NOUN
crl-14942	39	39	college	college	NOUN
crl-14942	39	40	.	.	PUNCT
crl-14942	39	41	.	.	PUNCT
crl-14942	40	1	the	the	DET
crl-14942	40	2	continued	continue	VERB
crl-14942	40	3	success	success	NOUN
crl-14942	40	4	of	of	ADP
crl-14942	40	5	a	a	DET
crl-14942	40	6	service	service	NOUN
crl-14942	40	7	organization	organization	NOUN
crl-14942	40	8	such	such	ADJ
crl-14942	40	9	as	as	ADP
crl-14942	40	10	an	an	DET
crl-14942	40	11	academic	academic	ADJ
crl-14942	40	12	library	library	NOUN
crl-14942	40	13	depends	depend	VERB
crl-14942	40	14	upon	upon	SCONJ
crl-14942	40	15	the	the	DET
crl-14942	40	16	organization	organization	NOUN
crl-14942	40	17	's	's	PART
crl-14942	40	18	ability	ability	NOUN
crl-14942	40	19	to	to	PART
crl-14942	40	20	adjust	adjust	VERB
crl-14942	40	21	its	its	PRON
crl-14942	40	22	products	product	NOUN
crl-14942	40	23	and	and	CCONJ
crl-14942	40	24	services	service	NOUN
crl-14942	40	25	to	to	PART
crl-14942	40	26	correspond	correspond	VERB
crl-14942	40	27	to	to	ADP
crl-14942	40	28	user	user	NOUN
crl-14942	40	29	needs	need	NOUN
crl-14942	40	30	.	.	PUNCT
crl-14942	41	1	academic	academic	ADJ
crl-14942	41	2	librarians	librarian	NOUN
crl-14942	41	3	need	need	VERB
crl-14942	41	4	to	to	PART
crl-14942	41	5	realize	realize	VERB
crl-14942	41	6	that	that	DET
crl-14942	41	7	student	student	NOUN
crl-14942	41	8	and	and	CCONJ
crl-14942	41	9	faculty	faculty	NOUN
crl-14942	41	10	needs	need	NOUN
crl-14942	41	11	do	do	AUX
crl-14942	41	12	change	change	VERB
crl-14942	41	13	.	.	PUNCT
crl-14942	42	1	the	the	DET
crl-14942	42	2	change	change	NOUN
crl-14942	42	3	may	may	AUX
crl-14942	42	4	not	not	PART
crl-14942	42	5	be	be	AUX
crl-14942	42	6	radical	radical	ADJ
crl-14942	42	7	or	or	CCONJ
crl-14942	42	8	monumental	monumental	ADJ
crl-14942	42	9	.	.	PUNCT
crl-14942	43	1	however	however	ADV
crl-14942	43	2	,	,	PUNCT
crl-14942	43	3	even	even	ADV
crl-14942	43	4	in	in	ADP
crl-14942	43	5	the	the	DET
crl-14942	43	6	case	case	NOUN
crl-14942	43	7	of	of	ADP
crl-14942	43	8	subtle	subtle	ADJ
crl-14942	43	9	or	or	CCONJ
crl-14942	43	10	evolutionary	evolutionary	ADJ
crl-14942	43	11	change	change	NOUN
crl-14942	43	12	,	,	PUNCT
crl-14942	43	13	it	it	PRON
crl-14942	43	14	remains	remain	VERB
crl-14942	43	15	incumbent	incumbent	ADJ
crl-14942	43	16	for	for	ADP
crl-14942	43	17	librarians	librarian	NOUN
crl-14942	43	18	to	to	ADP
crl-14942	43	19	:	:	PUNCT
crl-14942	43	20	(	(	PUNCT
crl-14942	43	21	1	1	X
crl-14942	43	22	)	)	PUNCT
crl-14942	43	23	be	be	AUX
crl-14942	43	24	aware	aware	ADJ
crl-14942	43	25	that	that	SCONJ
crl-14942	43	26	needs	need	NOUN
crl-14942	43	27	are	be	AUX
crl-14942	43	28	changing	change	VERB
crl-14942	43	29	;	;	PUNCT
crl-14942	43	30	(	(	PUNCT
crl-14942	43	31	2	2	X
crl-14942	43	32	)	)	PUNCT
crl-14942	43	33	understand	understand	VERB
crl-14942	43	34	the	the	DET
crl-14942	43	35	nature	nature	NOUN
crl-14942	43	36	of	of	ADP
crl-14942	43	37	the	the	DET
crl-14942	43	38	changes	change	NOUN
crl-14942	43	39	;	;	PUNCT
crl-14942	43	40	and	and	CCONJ
crl-14942	43	41	(	(	PUNCT
crl-14942	43	42	3	3	X
crl-14942	43	43	)	)	PUNCT
crl-14942	43	44	realign	realign	VERB
crl-14942	43	45	or	or	CCONJ
crl-14942	43	46	reconfigure	reconfigure	VERB
crl-14942	43	47	services	service	NOUN
crl-14942	43	48	to	to	PART
crl-14942	43	49	ensure	ensure	VERB
crl-14942	43	50	that	that	SCONJ
crl-14942	43	51	they	they	PRON
crl-14942	43	52	remain	remain	VERB
crl-14942	43	53	relevant	relevant	ADJ
crl-14942	43	54	to	to	ADP
crl-14942	43	55	the	the	DET
crl-14942	43	56	recently	recently	ADV
crl-14942	43	57	developed	develop	VERB
crl-14942	43	58	needs	need	NOUN
crl-14942	43	59	.	.	PUNCT
crl-14942	44	1	one	one	NUM
crl-14942	44	2	such	such	ADJ
crl-14942	44	3	change	change	NOUN
crl-14942	44	4	in	in	ADP
crl-14942	44	5	needs	need	NOUN
crl-14942	44	6	has	have	AUX
crl-14942	44	7	involved	involve	VERB
crl-14942	44	8	a	a	DET
crl-14942	44	9	shift	shift	NOUN
crl-14942	44	10	in	in	ADP
crl-14942	44	11	user	user	NOUN
crl-14942	44	12	orientation	orientation	NOUN
crl-14942	44	13	from	from	ADP
crl-14942	44	14	physical	physical	ADJ
crl-14942	44	15	formats	format	NOUN
crl-14942	44	16	containing	contain	VERB
crl-14942	44	17	information	information	NOUN
crl-14942	44	18	to	to	ADP
crl-14942	44	19	the	the	DET
crl-14942	44	20	information	information	NOUN
crl-14942	44	21	itself	itself	PRON
crl-14942	44	22	combined	combine	VERB
crl-14942	44	23	with	with	ADP
crl-14942	44	24	access	access	NOUN
crl-14942	44	25	to	to	ADP
crl-14942	44	26	it	it	PRON
crl-14942	44	27	.	.	PUNCT
crl-14942	45	1	academic	academic	ADJ
crl-14942	45	2	libraries	library	NOUN
crl-14942	45	3	have	have	AUX
crl-14942	45	4	responded	respond	VERB
crl-14942	45	5	favorably	favorably	ADV
crl-14942	45	6	to	to	ADP
crl-14942	45	7	this	this	DET
crl-14942	45	8	change	change	NOUN
crl-14942	45	9	by	by	ADP
crl-14942	45	10	creating	create	VERB
crl-14942	45	11	the	the	DET
crl-14942	45	12	collection	collection	NOUN
crl-14942	45	13	development	development	NOUN
crl-14942	45	14	continuum	continuum	ADJ
crl-14942	45	15	of	of	ADP
crl-14942	45	16	just	just	ADV
crl-14942	45	17	in	in	ADP
crl-14942	45	18	time	time	NOUN
crl-14942	45	19	and	and	CCONJ
crl-14942	45	20	just	just	ADV
crl-14942	45	21	in	in	ADP
crl-14942	45	22	case	case	NOUN
crl-14942	45	23	as	as	ADV
crl-14942	45	24	well	well	ADV
crl-14942	45	25	as	as	ADP
crl-14942	45	26	the	the	DET
crl-14942	45	27	broader	broad	ADJ
crl-14942	45	28	concept	concept	NOUN
crl-14942	45	29	of	of	ADP
crl-14942	45	30	the	the	DET
crl-14942	45	31	virtual	virtual	ADJ
crl-14942	45	32	library	library	NOUN
crl-14942	45	33	in	in	ADP
crl-14942	45	34	which	which	PRON
crl-14942	45	35	users	user	NOUN
crl-14942	45	36	obtain	obtain	VERB
crl-14942	45	37	information	information	NOUN
crl-14942	45	38	via	via	ADP
crl-14942	45	39	electronic	electronic	ADJ
crl-14942	45	40	access	access	NOUN
crl-14942	45	41	and	and	CCONJ
crl-14942	45	42	retrieval	retrieval	NOUN
crl-14942	45	43	with	with	ADP
crl-14942	45	44	little	little	ADJ
crl-14942	45	45	regard	regard	NOUN
crl-14942	45	46	for	for	ADP
crl-14942	45	47	the	the	DET
crl-14942	45	48	concept	concept	NOUN
crl-14942	45	49	of	of	ADP
crl-14942	45	50	ownership	ownership	NOUN
crl-14942	45	51	.	.	PUNCT
crl-14942	46	1	let	let	VERB
crl-14942	46	2	the	the	DET
crl-14942	46	3	authors	author	NOUN
crl-14942	46	4	now	now	ADV
crl-14942	46	5	examine	examine	VERB
crl-14942	46	6	the	the	DET
crl-14942	46	7	concept	concept	NOUN
crl-14942	46	8	of	of	ADP
crl-14942	46	9	needs	need	NOUN
crl-14942	46	10	.	.	PUNCT
crl-14942	47	1	andrew	andrew	PROPN
crl-14942	47	2	green	green	PROPN
crl-14942	47	3	,	,	PUNCT
crl-14942	47	4	who	who	PRON
crl-14942	47	5	provides	provide	VERB
crl-14942	47	6	an	an	DET
crl-14942	47	7	overview	overview	NOUN
crl-14942	47	8	of	of	ADP
crl-14942	47	9	user	user	NOUN
crl-14942	47	10	needs	need	NOUN
crl-14942	47	11	,	,	PUNCT
crl-14942	47	12	maintains	maintain	VERB
crl-14942	47	13	that	that	SCONJ
crl-14942	47	14	a	a	DET
crl-14942	47	15	needs	need	NOUN
crl-14942	47	16	assessment	assessment	NOUN
crl-14942	47	17	should	should	AUX
crl-14942	47	18	produce	produce	VERB
crl-14942	47	19	a	a	DET
crl-14942	47	20	less	less	ADV
crl-14942	47	21	partial	partial	ADJ
crl-14942	47	22	account	account	NOUN
crl-14942	47	23	of	of	ADP
crl-14942	47	24	what	what	PRON
crl-14942	47	25	a	a	DET
crl-14942	47	26	situation	situation	NOUN
crl-14942	47	27	requires	require	VERB
crl-14942	47	28	.	.	PUNCT
crl-14942	48	1	4	4	NUM
crl-14942	48	2	this	this	PRON
crl-14942	48	3	is	be	AUX
crl-14942	48	4	so	so	SCONJ
crl-14942	48	5	because	because	SCONJ
crl-14942	48	6	needs	need	NOUN
crl-14942	48	7	generally	generally	ADV
crl-14942	48	8	should	should	AUX
crl-14942	48	9	be	be	AUX
crl-14942	48	10	more	more	ADV
crl-14942	48	11	objective	objective	ADJ
crl-14942	48	12	than	than	SCONJ
crl-14942	48	13	wants	want	VERB
crl-14942	48	14	or	or	CCONJ
crl-14942	48	15	demands	demand	NOUN
crl-14942	48	16	.	.	PUNCT
crl-14942	49	1	needs	need	NOUN
crl-14942	49	2	are	be	AUX
crl-14942	49	3	elements	element	NOUN
crl-14942	49	4	that	that	PRON
crl-14942	49	5	are	be	AUX
crl-14942	49	6	instrumental	instrumental	ADJ
crl-14942	49	7	.	.	PUNCT
crl-14942	50	1	if	if	SCONJ
crl-14942	50	2	their	their	PRON
crl-14942	50	3	needs	need	NOUN
crl-14942	50	4	are	be	AUX
crl-14942	50	5	not	not	PART
crl-14942	50	6	met	meet	VERB
crl-14942	50	7	,	,	PUNCT
crl-14942	50	8	people	people	NOUN
crl-14942	50	9	may	may	AUX
crl-14942	50	10	fail	fail	VERB
crl-14942	50	11	to	to	PART
crl-14942	50	12	attain	attain	VERB
crl-14942	50	13	a	a	DET
crl-14942	50	14	goal	goal	NOUN
crl-14942	50	15	or	or	CCONJ
crl-14942	50	16	an	an	DET
crl-14942	50	17	end	end	NOUN
crl-14942	50	18	state	state	NOUN
crl-14942	50	19	.	.	PUNCT
crl-14942	51	1	needs	need	NOUN
crl-14942	51	2	are	be	AUX
crl-14942	51	3	likely	likely	ADJ
crl-14942	51	4	to	to	PART
crl-14942	51	5	be	be	AUX
crl-14942	51	6	at	at	ADV
crl-14942	51	7	least	least	ADV
crl-14942	51	8	partially	partially	ADV
crl-14942	51	9	based	base	VERB
crl-14942	51	10	on	on	ADP
crl-14942	51	11	reason	reason	NOUN
crl-14942	51	12	or	or	CCONJ
crl-14942	51	13	logic	logic	NOUN
crl-14942	51	14	.	.	PUNCT
crl-14942	52	1	consequently	consequently	ADV
crl-14942	52	2	,	,	PUNCT
crl-14942	52	3	needs	need	NOUN
crl-14942	52	4	are	be	AUX
crl-14942	52	5	usually	usually	ADV
crl-14942	52	6	contestable	contestable	ADJ
crl-14942	52	7	and	and	CCONJ
crl-14942	52	8	can	can	AUX
crl-14942	52	9	be	be	AUX
crl-14942	52	10	debated	debate	VERB
crl-14942	52	11	or	or	CCONJ
crl-14942	52	12	disputed	dispute	VERB
crl-14942	52	13	.	.	PUNCT
crl-14942	53	1	lastly	lastly	ADV
crl-14942	53	2	,	,	PUNCT
crl-14942	53	3	needs	need	NOUN
crl-14942	53	4	are	be	AUX
crl-14942	53	5	not	not	PART
crl-14942	53	6	always	always	ADV
crl-14942	53	7	expressed	express	VERB
crl-14942	53	8	because	because	SCONJ
crl-14942	53	9	a	a	DET
crl-14942	53	10	person	person	NOUN
crl-14942	53	11	can	can	AUX
crl-14942	53	12	legitimately	legitimately	ADV
crl-14942	53	13	need	need	VERB
crl-14942	53	14	something	something	PRON
crl-14942	53	15	without	without	ADP
crl-14942	53	16	being	be	AUX
crl-14942	53	17	aware	aware	ADJ
crl-14942	53	18	of	of	ADP
crl-14942	53	19	the	the	DET
crl-14942	53	20	need	need	NOUN
crl-14942	53	21	or	or	CCONJ
crl-14942	53	22	desiring	desire	VERB
crl-14942	53	23	the	the	DET
crl-14942	53	24	needed	need	VERB
crl-14942	53	25	item	item	NOUN
crl-14942	53	26	.	.	PUNCT
crl-14942	54	1	when	when	SCONJ
crl-14942	54	2	allocating	allocate	VERB
crl-14942	54	3	library	library	ADJ
crl-14942	54	4	resources	resource	NOUN
crl-14942	54	5	,	,	PUNCT
crl-14942	54	6	green	green	PROPN
crl-14942	54	7	thinks	think	VERB
crl-14942	54	8	that	that	SCONJ
crl-14942	54	9	the	the	DET
crl-14942	54	10	determining	determine	VERB
crl-14942	54	11	factor	factor	NOUN
crl-14942	54	12	should	should	AUX
crl-14942	54	13	be	be	AUX
crl-14942	54	14	needs	need	NOUN
crl-14942	54	15	rather	rather	ADV
crl-14942	54	16	than	than	ADP
crl-14942	54	17	wants	want	VERB
crl-14942	54	18	or	or	CCONJ
crl-14942	54	19	demands	demand	NOUN
crl-14942	54	20	,	,	PUNCT
crl-14942	54	21	if	if	SCONJ
crl-14942	54	22	they	they	PRON
crl-14942	54	23	can	can	AUX
crl-14942	54	24	be	be	AUX
crl-14942	54	25	ascertained	ascertain	VERB
crl-14942	54	26	.	.	PUNCT
crl-14942	55	1	in	in	ADP
crl-14942	55	2	contrast	contrast	NOUN
crl-14942	55	3	,	,	PUNCT
crl-14942	55	4	wants	wants	AUX
crl-14942	55	5	tend	tend	VERB
crl-14942	55	6	more	more	ADJ
crl-14942	55	7	to	to	PART
crl-14942	55	8	be	be	AUX
crl-14942	55	9	superficial	superficial	ADJ
crl-14942	55	10	and	and	CCONJ
crl-14942	55	11	instinctive	instinctive	ADJ
crl-14942	55	12	.	.	PUNCT
crl-14942	56	1	accordingly	accordingly	ADV
crl-14942	56	2	,	,	PUNCT
crl-14942	56	3	they	they	PRON
crl-14942	56	4	can	can	AUX
crl-14942	56	5	not	not	PART
crl-14942	56	6	be	be	AUX
crl-14942	56	7	disputed	dispute	VERB
crl-14942	56	8	;	;	PUNCT
crl-14942	56	9	only	only	ADV
crl-14942	56	10	the	the	DET
crl-14942	56	11	individual	individual	NOUN
crl-14942	56	12	in	in	ADP
crl-14942	56	13	question	question	NOUN
crl-14942	56	14	can	can	AUX
crl-14942	56	15	state	state	VERB
crl-14942	56	16	what	what	PRON
crl-14942	56	17	she	she	PRON
crl-14942	56	18	or	or	CCONJ
crl-14942	56	19	he	he	PRON
crl-14942	56	20	wants	want	VERB
crl-14942	56	21	.	.	PUNCT
crl-14942	57	1	likewise	likewise	ADV
crl-14942	57	2	,	,	PUNCT
crl-14942	57	3	a	a	DET
crl-14942	57	4	want	want	NOUN
crl-14942	57	5	can	can	AUX
crl-14942	57	6	exist	exist	VERB
crl-14942	57	7	in	in	ADP
crl-14942	57	8	an	an	DET
crl-14942	57	9	individual	individual	NOUN
crl-14942	57	10	's	's	PART
crl-14942	57	11	mind	mind	NOUN
crl-14942	57	12	without	without	ADP
crl-14942	57	13	being	be	AUX
crl-14942	57	14	translated	translate	VERB
crl-14942	57	15	into	into	ADP
crl-14942	57	16	a	a	DET
crl-14942	57	17	demand	demand	NOUN
crl-14942	57	18	for	for	ADP
crl-14942	57	19	a	a	DET
crl-14942	57	20	particular	particular	ADJ
crl-14942	57	21	library	library	NOUN
crl-14942	57	22	service	service	NOUN
crl-14942	57	23	.	.	PUNCT
crl-14942	58	1	in	in	ADP
crl-14942	58	2	conclusion	conclusion	NOUN
crl-14942	58	3	,	,	PUNCT
crl-14942	58	4	both	both	CCONJ
crl-14942	58	5	green	green	ADJ
crl-14942	58	6	and	and	CCONJ
crl-14942	58	7	others	other	NOUN
crl-14942	58	8	such	such	ADJ
crl-14942	58	9	as	as	ADP
crl-14942	58	10	donald	donald	PROPN
crl-14942	58	11	king	king	PROPN
crl-14942	58	12	and	and	CCONJ
crl-14942	58	13	vernon	vernon	PROPN
crl-14942	58	14	palmour	palmour	PROPN
crl-14942	58	15	believe	believe	VERB
crl-14942	58	16	that	that	SCONJ
crl-14942	58	17	librarians	librarian	NOUN
crl-14942	58	18	should	should	AUX
crl-14942	58	19	think	think	VERB
crl-14942	58	20	less	less	ADJ
crl-14942	58	21	of	of	ADP
crl-14942	58	22	the	the	DET
crl-14942	58	23	need	need	NOUN
crl-14942	58	24	for	for	ADP
crl-14942	58	25	discrete	discrete	ADJ
crl-14942	58	26	bits	bit	NOUN
crl-14942	58	27	of	of	ADP
crl-14942	58	28	information	information	NOUN
crl-14942	58	29	and	and	CCONJ
crl-14942	58	30	more	more	ADJ
crl-14942	58	31	of	of	ADP
crl-14942	58	32	informationseeking	informationseeke	VERB
crl-14942	58	33	behavior	behavior	NOUN
crl-14942	58	34	that	that	PRON
crl-14942	58	35	is	be	AUX
crl-14942	58	36	intended	intend	VERB
crl-14942	58	37	to	to	PART
crl-14942	58	38	fulfill	fulfill	VERB
crl-14942	58	39	more	more	ADJ
crl-14942	58	40	fundamental	fundamental	ADJ
crl-14942	58	41	needs	need	NOUN
crl-14942	58	42	.	.	PUNCT
crl-14942	59	1	5	5	NUM
crl-14942	59	2	these	these	DET
crl-14942	59	3	needs	need	NOUN
crl-14942	59	4	in	in	ADP
crl-14942	59	5	turn	turn	NOUN
crl-14942	59	6	could	could	AUX
crl-14942	59	7	be	be	AUX
crl-14942	59	8	considered	consider	VERB
crl-14942	59	9	as	as	ADP
crl-14942	59	10	user	user	NOUN
crl-14942	59	11	specifications	specification	NOUN
crl-14942	59	12	:	:	PUNCT
crl-14942	59	13	needs	need	VERB
crl-14942	59	14	such	such	ADJ
crl-14942	59	15	as	as	ADP
crl-14942	59	16	accessibility	accessibility	NOUN
crl-14942	59	17	,	,	PUNCT
crl-14942	59	18	turnaround	turnaround	NOUN
crl-14942	59	19	time	time	NOUN
crl-14942	59	20	for	for	ADP
crl-14942	59	21	information	information	NOUN
crl-14942	59	22	retrieval	retrieval	NOUN
crl-14942	59	23	timeliness	timeliness	NOUN
crl-14942	59	24	,	,	PUNCT
crl-14942	59	25	relevance	relevance	NOUN
crl-14942	59	26	,	,	PUNCT
crl-14942	59	27	accuracy	accuracy	NOUN
crl-14942	59	28	,	,	PUNCT
crl-14942	59	29	and	and	CCONJ
crl-14942	59	30	precision	precision	NOUN
crl-14942	59	31	.	.	PUNCT
crl-14942	60	1	as	as	SCONJ
crl-14942	60	2	green	green	ADJ
crl-14942	60	3	suggests	suggest	VERB
crl-14942	60	4	,	,	PUNCT
crl-14942	60	5	another	another	DET
crl-14942	60	6	reason	reason	NOUN
crl-14942	60	7	why	why	SCONJ
crl-14942	60	8	it	it	PRON
crl-14942	60	9	is	be	AUX
crl-14942	60	10	prudent	prudent	ADJ
crl-14942	60	11	for	for	SCONJ
crl-14942	60	12	academic	academic	ADJ
crl-14942	60	13	libraries	library	NOUN
crl-14942	60	14	to	to	PART
crl-14942	60	15	focus	focus	VERB
crl-14942	60	16	on	on	ADP
crl-14942	60	17	users	user	NOUN
crl-14942	60	18	is	be	AUX
crl-14942	60	19	that	that	SCONJ
crl-14942	60	20	doing	do	VERB
crl-14942	60	21	so	so	ADV
crl-14942	60	22	will	will	AUX
crl-14942	60	23	enable	enable	VERB
crl-14942	60	24	libraries	library	NOUN
crl-14942	60	25	to	to	ADP
crl-14942	60	26	direct	direct	ADJ
crl-14942	60	27	customer	customer	NOUN
crl-14942	60	28	expectations	expectation	NOUN
crl-14942	60	29	35	35	NUM
crl-14942	60	30	attention	attention	NOUN
crl-14942	60	31	to	to	ADP
crl-14942	60	32	the	the	DET
crl-14942	60	33	prior	prior	ADJ
crl-14942	60	34	needs	need	NOUN
crl-14942	60	35	that	that	PRON
crl-14942	60	36	underlie	underlie	VERB
crl-14942	60	37	the	the	DET
crl-14942	60	38	information	information	NOUN
crl-14942	60	39	needs	need	VERB
crl-14942	60	40	themselves	themselves	PRON
crl-14942	60	41	.	.	PUNCT
crl-14942	61	1	6	6	NUM
crl-14942	61	2	the	the	DET
crl-14942	61	3	customer	customer	NOUN
crl-14942	61	4	as	as	ADP
crl-14942	61	5	an	an	DET
crl-14942	61	6	individual	individual	NOUN
crl-14942	61	7	as	as	SCONJ
crl-14942	61	8	funding	funding	NOUN
crl-14942	61	9	agencies	agency	NOUN
crl-14942	61	10	require	require	VERB
crl-14942	61	11	a	a	DET
crl-14942	61	12	greater	great	ADJ
crl-14942	61	13	degree	degree	NOUN
crl-14942	61	14	of	of	ADP
crl-14942	61	15	accountability	accountability	NOUN
crl-14942	61	16	by	by	ADP
crl-14942	61	17	academic	academic	ADJ
crl-14942	61	18	libraries	library	NOUN
crl-14942	61	19	and	and	CCONJ
crl-14942	61	20	as	as	SCONJ
crl-14942	61	21	users	user	NOUN
crl-14942	61	22	become	become	VERB
crl-14942	61	23	more	more	ADV
crl-14942	61	24	sophisticated	sophisticated	ADJ
crl-14942	61	25	and	and	CCONJ
crl-14942	61	26	more	more	ADV
crl-14942	61	27	demanding	demanding	ADJ
crl-14942	61	28	customers	customer	NOUN
crl-14942	61	29	,	,	PUNCT
crl-14942	61	30	academic	academic	ADJ
crl-14942	61	31	libraries	library	NOUN
crl-14942	61	32	face	face	VERB
crl-14942	61	33	the	the	DET
crl-14942	61	34	need	need	NOUN
crl-14942	61	35	to	to	PART
crl-14942	61	36	evaluate	evaluate	VERB
crl-14942	61	37	services	service	NOUN
crl-14942	61	38	in	in	ADP
crl-14942	61	39	terms	term	NOUN
crl-14942	61	40	of	of	ADP
crl-14942	61	41	their	their	PRON
crl-14942	61	42	effectiveness	effectiveness	NOUN
crl-14942	61	43	in	in	ADP
crl-14942	61	44	supporting	support	VERB
crl-14942	61	45	the	the	DET
crl-14942	61	46	institutional	institutional	ADJ
crl-14942	61	47	mission	mission	NOUN
crl-14942	61	48	.	.	PUNCT
crl-14942	62	1	in	in	ADP
crl-14942	62	2	virtually	virtually	ADV
crl-14942	62	3	all	all	DET
crl-14942	62	4	cases	case	NOUN
crl-14942	62	5	,	,	PUNCT
crl-14942	62	6	this	this	DET
crl-14942	62	7	mission	mission	NOUN
crl-14942	62	8	can	can	AUX
crl-14942	62	9	not	not	PART
crl-14942	62	10	be	be	AUX
crl-14942	62	11	supported	support	VERB
crl-14942	62	12	without	without	ADP
crl-14942	62	13	meeting	meet	VERB
crl-14942	62	14	the	the	DET
crl-14942	62	15	needs	need	NOUN
crl-14942	62	16	of	of	ADP
crl-14942	62	17	library	library	ADJ
crl-14942	62	18	customers	customer	NOUN
crl-14942	62	19	.	.	PUNCT
crl-14942	63	1	consequently	consequently	ADV
crl-14942	63	2	,	,	PUNCT
crl-14942	63	3	a	a	DET
crl-14942	63	4	direct	direct	ADJ
crl-14942	63	5	causal	causal	NOUN
crl-14942	63	6	relationship	relationship	NOUN
crl-14942	63	7	exists	exist	VERB
crl-14942	63	8	between	between	ADP
crl-14942	63	9	an	an	DET
crl-14942	63	10	effective	effective	ADJ
crl-14942	63	11	program	program	NOUN
crl-14942	63	12	of	of	ADP
crl-14942	63	13	services	service	NOUN
crl-14942	63	14	and	and	CCONJ
crl-14942	63	15	meeting	meet	VERB
crl-14942	63	16	customers	customer	NOUN
crl-14942	63	17	'	'	PART
crl-14942	63	18	information	information	NOUN
crl-14942	63	19	and	and	CCONJ
crl-14942	63	20	other	other	ADJ
crl-14942	63	21	needs	need	NOUN
crl-14942	63	22	.	.	PUNCT
crl-14942	64	1	green	green	PROPN
crl-14942	64	2	adds	add	VERB
crl-14942	64	3	that	that	SCONJ
crl-14942	64	4	"	"	PUNCT
crl-14942	64	5	a	a	DET
crl-14942	64	6	correct	correct	ADJ
crl-14942	64	7	identification	identification	NOUN
crl-14942	64	8	of	of	ADP
crl-14942	64	9	needs	need	NOUN
crl-14942	64	10	is	be	AUX
crl-14942	64	11	an	an	DET
crl-14942	64	12	essential	essential	ADJ
crl-14942	64	13	preliminary	preliminary	NOUN
crl-14942	64	14	to	to	ADP
crl-14942	64	15	the	the	DET
crl-14942	64	16	devising	devising	NOUN
crl-14942	64	17	of	of	ADP
crl-14942	64	18	appropriate	appropriate	ADJ
crl-14942	64	19	means	mean	NOUN
crl-14942	64	20	to	to	PART
crl-14942	64	21	judge	judge	VERB
crl-14942	64	22	the	the	DET
crl-14942	64	23	effectiveness	effectiveness	NOUN
crl-14942	64	24	of	of	ADP
crl-14942	64	25	a	a	DET
crl-14942	64	26	library	library	NOUN
crl-14942	64	27	or	or	CCONJ
crl-14942	64	28	information	information	NOUN
crl-14942	64	29	service	service	NOUN
crl-14942	64	30	.	.	PUNCT
crl-14942	65	1	"7	"7	ADJ
crl-14942	65	2	others	other	NOUN
crl-14942	65	3	have	have	AUX
crl-14942	65	4	supported	support	VERB
crl-14942	65	5	this	this	DET
crl-14942	65	6	view	view	NOUN
crl-14942	65	7	as	as	ADV
crl-14942	65	8	well	well	ADV
crl-14942	65	9	.	.	PUNCT
crl-14942	66	1	philip	philip	PROPN
crl-14942	66	2	rzasa	rzasa	PROPN
crl-14942	66	3	and	and	CCONJ
crl-14942	66	4	norman	norman	PROPN
crl-14942	66	5	baker	baker	PROPN
crl-14942	66	6	believe	believe	VERB
crl-14942	66	7	that	that	SCONJ
crl-14942	66	8	the	the	DET
crl-14942	66	9	primary	primary	ADJ
crl-14942	66	10	goals	goal	NOUN
crl-14942	66	11	of	of	ADP
crl-14942	66	12	an	an	DET
crl-14942	66	13	academic	academic	ADJ
crl-14942	66	14	library	library	NOUN
crl-14942	66	15	are	be	AUX
crl-14942	66	16	to	to	PART
crl-14942	66	17	maximize	maximize	VERB
crl-14942	66	18	user	user	NOUN
crl-14942	66	19	need	need	VERB
crl-14942	66	20	satisfaction	satisfaction	NOUN
crl-14942	66	21	while	while	SCONJ
crl-14942	66	22	simultaneously	simultaneously	ADV
crl-14942	66	23	minimizing	minimize	VERB
crl-14942	66	24	the	the	DET
crl-14942	66	25	amount	amount	NOUN
crl-14942	66	26	of	of	ADP
crl-14942	66	27	time	time	NOUN
crl-14942	66	28	and	and	CCONJ
crl-14942	66	29	other	other	ADJ
crl-14942	66	30	costs	cost	NOUN
crl-14942	66	31	that	that	PRON
crl-14942	66	32	users	user	NOUN
crl-14942	66	33	must	must	AUX
crl-14942	66	34	expend	expend	VERB
crl-14942	66	35	to	to	PART
crl-14942	66	36	have	have	VERB
crl-14942	66	37	their	their	PRON
crl-14942	66	38	needs	need	NOUN
crl-14942	66	39	met.8	met.8	PROPN
crl-14942	66	40	likewise	likewise	ADV
crl-14942	66	41	,	,	PUNCT
crl-14942	66	42	robert	robert	PROPN
crl-14942	66	43	burns	burn	NOUN
crl-14942	66	44	,	,	PUNCT
crl-14942	66	45	in	in	ADP
crl-14942	66	46	advocating	advocate	VERB
crl-14942	66	47	library	library	NOUN
crl-14942	66	48	use	use	NOUN
crl-14942	66	49	as	as	ADP
crl-14942	66	50	a	a	DET
crl-14942	66	51	performance	performance	NOUN
crl-14942	66	52	measure	measure	NOUN
crl-14942	66	53	,	,	PUNCT
crl-14942	66	54	believes	believe	VERB
crl-14942	66	55	that	that	SCONJ
crl-14942	66	56	while	while	SCONJ
crl-14942	66	57	the	the	DET
crl-14942	66	58	key	key	NOUN
crl-14942	66	59	to	to	ADP
crl-14942	66	60	high	high	ADJ
crl-14942	66	61	-	-	PUNCT
crl-14942	66	62	quality	quality	NOUN
crl-14942	66	63	service	service	NOUN
crl-14942	66	64	is	be	AUX
crl-14942	66	65	users	user	NOUN
crl-14942	66	66	and	and	CCONJ
crl-14942	66	67	their	their	PRON
crl-14942	66	68	response	response	NOUN
crl-14942	66	69	,	,	PUNCT
crl-14942	66	70	the	the	DET
crl-14942	66	71	library	library	NOUN
crl-14942	66	72	must	must	AUX
crl-14942	66	73	view	view	VERB
crl-14942	66	74	the	the	DET
crl-14942	66	75	user	user	NOUN
crl-14942	66	76	as	as	ADP
crl-14942	66	77	an	an	DET
crl-14942	66	78	individual	individual	NOUN
crl-14942	66	79	rather	rather	ADV
crl-14942	66	80	than	than	ADP
crl-14942	66	81	a	a	DET
crl-14942	66	82	mere	mere	ADJ
crl-14942	66	83	statistic.9	statistic.9	NOUN
crl-14942	66	84	lastly	lastly	ADV
crl-14942	66	85	,	,	PUNCT
crl-14942	66	86	jeffrey	jeffrey	PROPN
crl-14942	66	87	disend	disend	PROPN
crl-14942	66	88	takes	take	VERB
crl-14942	66	89	the	the	DET
crl-14942	66	90	broader	broad	ADJ
crl-14942	66	91	view	view	NOUN
crl-14942	66	92	that	that	SCONJ
crl-14942	66	93	evaluation	evaluation	NOUN
crl-14942	66	94	should	should	AUX
crl-14942	66	95	be	be	AUX
crl-14942	66	96	linked	link	VERB
crl-14942	66	97	to	to	ADP
crl-14942	66	98	customers	customer	NOUN
crl-14942	66	99	'	'	PART
crl-14942	66	100	expectations	expectation	NOUN
crl-14942	66	101	in	in	ADP
crl-14942	66	102	addition	addition	NOUN
crl-14942	66	103	to	to	ADP
crl-14942	66	104	their	their	PRON
crl-14942	66	105	needs	need	NOUN
crl-14942	66	106	.	.	PUNCT
crl-14942	67	1	10	10	NUM
crl-14942	67	2	clearly	clearly	ADV
crl-14942	67	3	,	,	PUNCT
crl-14942	67	4	academic	academic	ADJ
crl-14942	67	5	libraries	library	NOUN
crl-14942	67	6	would	would	AUX
crl-14942	67	7	do	do	VERB
crl-14942	67	8	well	well	ADV
crl-14942	67	9	to	to	PART
crl-14942	67	10	study	study	VERB
crl-14942	67	11	in	in	ADP
crl-14942	67	12	great	great	ADJ
crl-14942	67	13	detail	detail	NOUN
crl-14942	67	14	the	the	DET
crl-14942	67	15	relationship	relationship	NOUN
crl-14942	67	16	that	that	PRON
crl-14942	67	17	they	they	PRON
crl-14942	67	18	have	have	VERB
crl-14942	67	19	with	with	ADP
crl-14942	67	20	their	their	PRON
crl-14942	67	21	customers	customer	NOUN
crl-14942	67	22	.	.	PUNCT
crl-14942	68	1	in	in	ADP
crl-14942	68	2	truly	truly	ADV
crl-14942	68	3	enhancing	enhance	VERB
crl-14942	68	4	the	the	DET
crl-14942	68	5	efficiency	efficiency	NOUN
crl-14942	68	6	of	of	ADP
crl-14942	68	7	library	library	ADJ
crl-14942	68	8	services	service	NOUN
crl-14942	68	9	,	,	PUNCT
crl-14942	68	10	total	total	ADJ
crl-14942	68	11	quality	quality	NOUN
crl-14942	68	12	management	management	NOUN
crl-14942	68	13	takes	take	VERB
crl-14942	68	14	into	into	ADP
crl-14942	68	15	consideration	consideration	NOUN
crl-14942	68	16	customer	customer	NOUN
crl-14942	68	17	needs	need	NOUN
crl-14942	68	18	and	and	CCONJ
crl-14942	68	19	expectations	expectation	NOUN
crl-14942	68	20	.	.	PUNCT
crl-14942	69	1	total	total	ADJ
crl-14942	69	2	quality	quality	NOUN
crl-14942	69	3	management	management	NOUN
crl-14942	69	4	has	have	AUX
crl-14942	69	5	advanced	advance	VERB
crl-14942	69	6	many	many	ADJ
crl-14942	69	7	organizations	organization	NOUN
crl-14942	69	8	,	,	PUNCT
crl-14942	69	9	including	include	VERB
crl-14942	69	10	libraries	library	NOUN
crl-14942	69	11	,	,	PUNCT
crl-14942	69	12	light	light	ADJ
crl-14942	69	13	years	year	NOUN
crl-14942	69	14	forward	forward	ADV
crl-14942	69	15	in	in	ADP
crl-14942	69	16	terms	term	NOUN
crl-14942	69	17	of	of	ADP
crl-14942	69	18	enhancing	enhance	VERB
crl-14942	69	19	the	the	DET
crl-14942	69	20	relationships	relationship	NOUN
crl-14942	69	21	they	they	PRON
crl-14942	69	22	have	have	VERB
crl-14942	69	23	with	with	ADP
crl-14942	69	24	their	their	PRON
crl-14942	69	25	customers	customer	NOUN
crl-14942	69	26	as	as	ADV
crl-14942	69	27	well	well	ADV
crl-14942	69	28	as	as	ADP
crl-14942	69	29	the	the	DET
crl-14942	69	30	services	service	NOUN
crl-14942	69	31	they	they	PRON
crl-14942	69	32	provide	provide	VERB
crl-14942	69	33	.	.	PUNCT
crl-14942	70	1	academic	academic	ADJ
crl-14942	70	2	librarians	librarian	NOUN
crl-14942	70	3	need	need	VERB
crl-14942	70	4	to	to	PART
crl-14942	70	5	ensure	ensure	VERB
crl-14942	70	6	that	that	SCONJ
crl-14942	70	7	operations	operation	NOUN
crl-14942	70	8	-	-	PUNCT
crl-14942	70	9	focused	focus	VERB
crl-14942	70	10	activities	activity	NOUN
crl-14942	70	11	do	do	VERB
crl-14942	70	12	not	not	PART
crl-14942	70	13	36	36	NUM
crl-14942	70	14	college	college	PROPN
crl-14942	70	15	&	&	CCONJ
crl-14942	70	16	research	research	PROPN
crl-14942	70	17	libraries	library	NOUN
crl-14942	70	18	divert	divert	VERB
crl-14942	70	19	the	the	DET
crl-14942	70	20	emphasis	emphasis	NOUN
crl-14942	70	21	away	away	ADV
crl-14942	70	22	from	from	ADP
crl-14942	70	23	library	library	NOUN
crl-14942	70	24	users	user	NOUN
crl-14942	70	25	as	as	ADP
crl-14942	70	26	customers	customer	NOUN
crl-14942	70	27	or	or	CCONJ
crl-14942	70	28	consumers	consumer	NOUN
crl-14942	70	29	.	.	PUNCT
crl-14942	71	1	one	one	NUM
crl-14942	71	2	unintended	unintended	ADJ
crl-14942	71	3	effect	effect	NOUN
crl-14942	71	4	that	that	PRON
crl-14942	71	5	sometimes	sometimes	ADV
crl-14942	71	6	occurs	occur	VERB
crl-14942	71	7	has	have	AUX
crl-14942	71	8	been	be	AUX
crl-14942	71	9	to	to	PART
crl-14942	71	10	limit	limit	VERB
crl-14942	71	11	efforts	effort	NOUN
crl-14942	71	12	to	to	PART
crl-14942	71	13	understand	understand	VERB
crl-14942	71	14	user	user	NOUN
crl-14942	71	15	needs	need	NOUN
crl-14942	71	16	and	and	CCONJ
crl-14942	71	17	expectations	expectation	NOUN
crl-14942	71	18	.	.	PUNCT
crl-14942	72	1	11	11	NUM
crl-14942	72	2	thus	thus	ADV
crl-14942	72	3	,	,	PUNCT
crl-14942	72	4	librarians	librarian	NOUN
crl-14942	72	5	must	must	AUX
crl-14942	72	6	be	be	AUX
crl-14942	72	7	careful	careful	ADJ
crl-14942	72	8	to	to	PART
crl-14942	72	9	view	view	VERB
crl-14942	72	10	and	and	CCONJ
crl-14942	72	11	appreciate	appreciate	VERB
crl-14942	72	12	total	total	ADJ
crl-14942	72	13	quality	quality	NOUN
crl-14942	72	14	management	management	NOUN
crl-14942	72	15	projects	project	NOUN
crl-14942	72	16	in	in	ADP
crl-14942	72	17	a	a	DET
crl-14942	72	18	balanced	balanced	ADJ
crl-14942	72	19	perspective	perspective	NOUN
crl-14942	72	20	.	.	PUNCT
crl-14942	73	1	the	the	DET
crl-14942	73	2	library	library	NOUN
crl-14942	73	3	will	will	AUX
crl-14942	73	4	realize	realize	VERB
crl-14942	73	5	the	the	DET
crl-14942	73	6	full	full	ADJ
crl-14942	73	7	benefits	benefit	NOUN
crl-14942	73	8	of	of	ADP
crl-14942	73	9	total	total	ADJ
crl-14942	73	10	quality	quality	NOUN
crl-14942	73	11	management	management	NOUN
crl-14942	73	12	only	only	ADV
crl-14942	73	13	if	if	SCONJ
crl-14942	73	14	it	it	PRON
crl-14942	73	15	employs	employ	VERB
crl-14942	73	16	the	the	DET
crl-14942	73	17	concept	concept	NOUN
crl-14942	73	18	in	in	ADP
crl-14942	73	19	concert	concert	NOUN
crl-14942	73	20	with	with	ADP
crl-14942	73	21	ongoing	ongoing	ADJ
crl-14942	73	22	efforts	effort	NOUN
crl-14942	73	23	to	to	PART
crl-14942	73	24	understand	understand	VERB
crl-14942	73	25	library	library	ADJ
crl-14942	73	26	users	user	NOUN
crl-14942	73	27	.	.	PUNCT
crl-14942	74	1	total	total	ADJ
crl-14942	74	2	quality	quality	NOUN
crl-14942	74	3	management	management	NOUN
crl-14942	74	4	has	have	AUX
crl-14942	74	5	advanced	advance	VERB
crl-14942	74	6	many	many	ADJ
crl-14942	74	7	organizations	organization	NOUN
crl-14942	74	8	,	,	PUNCT
crl-14942	74	9	including	include	VERB
crl-14942	74	10	libraries	library	NOUN
crl-14942	74	11	,	,	PUNCT
crl-14942	74	12	light	light	ADJ
crl-14942	74	13	years	year	NOUN
crl-14942	74	14	forward	forward	ADV
crl-14942	74	15	in	in	ADP
crl-14942	74	16	terms	term	NOUN
crl-14942	74	17	of	of	ADP
crl-14942	74	18	enhancing	enhance	VERB
crl-14942	74	19	the	the	DET
crl-14942	74	20	relationships	relationship	NOUN
crl-14942	74	21	they	they	PRON
crl-14942	74	22	have	have	VERB
crl-14942	74	23	with	with	ADP
crl-14942	74	24	their	their	PRON
crl-14942	74	25	customers	customer	NOUN
crl-14942	74	26	as	as	ADV
crl-14942	74	27	well	well	ADV
crl-14942	74	28	as	as	ADP
crl-14942	74	29	the	the	DET
crl-14942	74	30	services	service	NOUN
crl-14942	74	31	they	they	PRON
crl-14942	74	32	provide	provide	VERB
crl-14942	74	33	.	.	PUNCT
crl-14942	75	1	academic	academic	ADJ
crl-14942	75	2	libraries	library	NOUN
crl-14942	75	3	,	,	PUNCT
crl-14942	75	4	along	along	ADP
crl-14942	75	5	with	with	ADP
crl-14942	75	6	other	other	ADJ
crl-14942	75	7	libraries	library	NOUN
crl-14942	75	8	that	that	PRON
crl-14942	75	9	have	have	VERB
crl-14942	75	10	a	a	DET
crl-14942	75	11	relatively	relatively	ADV
crl-14942	75	12	high	high	ADJ
crl-14942	75	13	degree	degree	NOUN
crl-14942	75	14	of	of	ADP
crl-14942	75	15	captive	captive	ADJ
crl-14942	75	16	customers	customer	NOUN
crl-14942	75	17	(	(	PUNCT
crl-14942	75	18	that	that	PRON
crl-14942	75	19	is	is	ADV
crl-14942	75	20	,	,	PUNCT
crl-14942	75	21	individuals	individual	NOUN
crl-14942	75	22	who	who	PRON
crl-14942	75	23	may	may	AUX
crl-14942	75	24	possess	possess	VERB
crl-14942	75	25	few	few	ADJ
crl-14942	75	26	options	option	NOUN
crl-14942	75	27	for	for	ADP
crl-14942	75	28	meeting	meet	VERB
crl-14942	75	29	their	their	PRON
crl-14942	75	30	information	information	NOUN
crl-14942	75	31	-	-	PUNCT
crl-14942	75	32	related	relate	VERB
crl-14942	75	33	needs	need	NOUN
crl-14942	75	34	)	)	PUNCT
crl-14942	75	35	,	,	PUNCT
crl-14942	75	36	should	should	AUX
crl-14942	75	37	make	make	VERB
crl-14942	75	38	a	a	DET
crl-14942	75	39	special	special	ADJ
crl-14942	75	40	effort	effort	NOUN
crl-14942	75	41	to	to	PART
crl-14942	75	42	understand	understand	VERB
crl-14942	75	43	their	their	PRON
crl-14942	75	44	users	user	NOUN
crl-14942	75	45	.	.	PUNCT
crl-14942	76	1	whether	whether	SCONJ
crl-14942	76	2	using	use	VERB
crl-14942	76	3	survey	survey	NOUN
crl-14942	76	4	instruments	instrument	NOUN
crl-14942	76	5	,	,	PUNCT
crl-14942	76	6	interviews	interview	NOUN
crl-14942	76	7	,	,	PUNCT
crl-14942	76	8	focus	focus	NOUN
crl-14942	76	9	groups	group	NOUN
crl-14942	76	10	,	,	PUNCT
crl-14942	76	11	or	or	CCONJ
crl-14942	76	12	other	other	ADJ
crl-14942	76	13	assessment	assessment	NOUN
crl-14942	76	14	methods	method	NOUN
crl-14942	76	15	,	,	PUNCT
crl-14942	76	16	academic	academic	ADJ
crl-14942	76	17	librarians	librarian	NOUN
crl-14942	76	18	can	can	AUX
crl-14942	76	19	gain	gain	VERB
crl-14942	76	20	insight	insight	NOUN
crl-14942	76	21	into	into	ADP
crl-14942	76	22	their	their	PRON
crl-14942	76	23	customers	customer	NOUN
crl-14942	76	24	'	'	PART
crl-14942	76	25	needs	need	NOUN
crl-14942	76	26	by	by	ADP
crl-14942	76	27	understanding	understand	VERB
crl-14942	76	28	:	:	PUNCT
crl-14942	76	29	(	(	PUNCT
crl-14942	76	30	1	1	X
crl-14942	76	31	)	)	PUNCT
crl-14942	76	32	their	their	PRON
crl-14942	76	33	overall	overall	ADJ
crl-14942	76	34	attitudes	attitude	NOUN
crl-14942	76	35	;	;	PUNCT
crl-14942	76	36	(	(	PUNCT
crl-14942	76	37	2	2	X
crl-14942	76	38	)	)	PUNCT
crl-14942	76	39	the	the	DET
crl-14942	76	40	context	context	NOUN
crl-14942	76	41	or	or	CCONJ
crl-14942	76	42	environment	environment	NOUN
crl-14942	76	43	in	in	ADP
crl-14942	76	44	which	which	PRON
crl-14942	76	45	customers	customer	NOUN
crl-14942	76	46	use	use	VERB
crl-14942	76	47	library	library	NOUN
crl-14942	76	48	services	service	NOUN
crl-14942	76	49	;	;	PUNCT
crl-14942	76	50	and	and	CCONJ
crl-14942	76	51	(	(	PUNCT
crl-14942	76	52	3	3	X
crl-14942	76	53	)	)	PUNCT
crl-14942	76	54	their	their	PRON
crl-14942	76	55	perception	perception	NOUN
crl-14942	76	56	of	of	ADP
crl-14942	76	57	how	how	SCONJ
crl-14942	76	58	library	library	ADJ
crl-14942	76	59	services	service	NOUN
crl-14942	76	60	are	be	AUX
crl-14942	76	61	linked	link	VERB
crl-14942	76	62	to	to	ADP
crl-14942	76	63	other	other	ADJ
crl-14942	76	64	services	service	NOUN
crl-14942	76	65	.	.	PUNCT
crl-14942	77	1	thus	thus	ADV
crl-14942	77	2	,	,	PUNCT
crl-14942	77	3	when	when	SCONJ
crl-14942	77	4	a	a	DET
crl-14942	77	5	library	library	NOUN
crl-14942	77	6	is	be	AUX
crl-14942	77	7	willing	willing	ADJ
crl-14942	77	8	to	to	PART
crl-14942	77	9	learn	learn	VERB
crl-14942	77	10	extensively	extensively	ADV
crl-14942	77	11	about	about	ADP
crl-14942	77	12	its	its	PRON
crl-14942	77	13	customers	customer	NOUN
crl-14942	77	14	'	'	PART
crl-14942	77	15	needs	need	NOUN
crl-14942	77	16	and	and	CCONJ
crl-14942	77	17	expectations	expectation	NOUN
crl-14942	77	18	,	,	PUNCT
crl-14942	77	19	it	it	PRON
crl-14942	77	20	can	can	AUX
crl-14942	77	21	play	play	VERB
crl-14942	77	22	an	an	DET
crl-14942	77	23	active	active	ADJ
crl-14942	77	24	role	role	NOUN
crl-14942	77	25	in	in	ADP
crl-14942	77	26	shaping	shape	VERB
crl-14942	77	27	user	user	NOUN
crl-14942	77	28	behavior	behavior	NOUN
crl-14942	77	29	and	and	CCONJ
crl-14942	77	30	expectations	expectation	NOUN
crl-14942	77	31	.	.	PUNCT
crl-14942	78	1	as	as	SCONJ
crl-14942	78	2	adamson	adamson	PROPN
crl-14942	78	3	has	have	AUX
crl-14942	78	4	pointed	point	VERB
crl-14942	78	5	out	out	ADP
crl-14942	78	6	,	,	PUNCT
crl-14942	78	7	exceeding	exceed	VERB
crl-14942	78	8	customer	customer	NOUN
crl-14942	78	9	expectations	expectation	NOUN
crl-14942	78	10	can	can	AUX
crl-14942	78	11	have	have	VERB
crl-14942	78	12	a	a	DET
crl-14942	78	13	snowball	snowball	ADJ
crl-14942	78	14	effect	effect	NOUN
crl-14942	78	15	leading	lead	VERB
crl-14942	78	16	to	to	ADP
crl-14942	78	17	better	well	ADJ
crl-14942	78	18	impressions	impression	NOUN
crl-14942	78	19	,	,	PUNCT
crl-14942	78	20	higher	high	ADJ
crl-14942	78	21	expectations	expectation	NOUN
crl-14942	78	22	,	,	PUNCT
crl-14942	78	23	and	and	CCONJ
crl-14942	78	24	higher	high	ADJ
crl-14942	78	25	perceived	perceive	VERB
crl-14942	78	26	valuey	valuey	NOUN
crl-14942	78	27	this	this	PRON
crl-14942	78	28	constitutes	constitute	VERB
crl-14942	78	29	an	an	DET
crl-14942	78	30	especially	especially	ADV
crl-14942	78	31	significant	significant	ADJ
crl-14942	78	32	payoff	payoff	NOUN
crl-14942	78	33	for	for	ADP
crl-14942	78	34	academic	academic	ADJ
crl-14942	78	35	libraries	library	NOUN
crl-14942	78	36	whose	whose	DET
crl-14942	78	37	budgets	budget	NOUN
crl-14942	78	38	have	have	AUX
crl-14942	78	39	not	not	PART
crl-14942	78	40	fared	fare	VERB
crl-14942	78	41	well	well	ADV
crl-14942	78	42	over	over	ADP
crl-14942	78	43	the	the	DET
crl-14942	78	44	past	past	ADJ
crl-14942	78	45	few	few	ADJ
crl-14942	78	46	years	year	NOUN
crl-14942	78	47	or	or	CCONJ
crl-14942	78	48	that	that	PRON
crl-14942	78	49	have	have	AUX
crl-14942	78	50	been	be	AUX
crl-14942	78	51	forced	force	VERB
crl-14942	78	52	to	to	PART
crl-14942	78	53	assess	assess	VERB
crl-14942	78	54	some	some	DET
crl-14942	78	55	type	type	NOUN
crl-14942	78	56	of	of	ADP
crl-14942	78	57	student	student	NOUN
crl-14942	78	58	use	use	NOUN
crl-14942	78	59	fees	fee	NOUN
crl-14942	78	60	to	to	PART
crl-14942	78	61	maintain	maintain	VERB
crl-14942	78	62	a	a	DET
crl-14942	78	63	respectable	respectable	ADJ
crl-14942	78	64	level	level	NOUN
crl-14942	78	65	of	of	ADP
crl-14942	78	66	services	service	NOUN
crl-14942	78	67	.	.	PUNCT
crl-14942	79	1	highly	highly	ADV
crl-14942	79	2	satisfied	satisfied	ADJ
crl-14942	79	3	stujanuary	stujanuary	ADJ
crl-14942	79	4	1995	1995	NUM
crl-14942	79	5	dents	dent	NOUN
crl-14942	79	6	and	and	CCONJ
crl-14942	79	7	faculty	faculty	NOUN
crl-14942	79	8	may	may	AUX
crl-14942	79	9	rally	rally	VERB
crl-14942	79	10	to	to	PART
crl-14942	79	11	support	support	VERB
crl-14942	79	12	the	the	DET
crl-14942	79	13	library	library	NOUN
crl-14942	79	14	when	when	SCONJ
crl-14942	79	15	academic	academic	ADJ
crl-14942	79	16	administrators	administrator	NOUN
crl-14942	79	17	are	be	AUX
crl-14942	79	18	forced	force	VERB
crl-14942	79	19	to	to	PART
crl-14942	79	20	make	make	VERB
crl-14942	79	21	significant	significant	ADJ
crl-14942	79	22	budget	budget	NOUN
crl-14942	79	23	cuts	cut	NOUN
crl-14942	79	24	.	.	PUNCT
crl-14942	80	1	customer	customer	NOUN
crl-14942	80	2	expectations	expectation	NOUN
crl-14942	80	3	to	to	PART
crl-14942	80	4	benefit	benefit	VERB
crl-14942	80	5	from	from	ADP
crl-14942	80	6	this	this	DET
crl-14942	80	7	payoff	payoff	NOUN
crl-14942	80	8	,	,	PUNCT
crl-14942	80	9	academic	academic	ADJ
crl-14942	80	10	libraries	library	NOUN
crl-14942	80	11	must	must	AUX
crl-14942	80	12	be	be	AUX
crl-14942	80	13	able	able	ADJ
crl-14942	80	14	to	to	PART
crl-14942	80	15	describe	describe	VERB
crl-14942	80	16	their	their	PRON
crl-14942	80	17	operations	operation	NOUN
crl-14942	80	18	with	with	ADP
crl-14942	80	19	the	the	DET
crl-14942	80	20	following	follow	VERB
crl-14942	80	21	equation	equation	NOUN
crl-14942	80	22	:	:	PUNCT
crl-14942	80	23	service	service	NOUN
crl-14942	80	24	performance	performance	NOUN
crl-14942	80	25	>	>	X
crl-14942	80	26	expectations	expectation	NOUN
crl-14942	80	27	.	.	PUNCT
crl-14942	81	1	the	the	DET
crl-14942	81	2	key	key	ADJ
crl-14942	81	3	term	term	NOUN
crl-14942	81	4	in	in	ADP
crl-14942	81	5	this	this	DET
crl-14942	81	6	equation	equation	NOUN
crl-14942	81	7	is	be	AUX
crl-14942	81	8	expectations	expectation	NOUN
crl-14942	81	9	.	.	PUNCT
crl-14942	82	1	according	accord	VERB
crl-14942	82	2	to	to	ADP
crl-14942	82	3	a	a	DET
crl-14942	82	4	trio	trio	NOUN
crl-14942	82	5	of	of	ADP
crl-14942	82	6	researchers	researcher	NOUN
crl-14942	82	7	,	,	PUNCT
crl-14942	82	8	valarie	valarie	PROPN
crl-14942	82	9	zeithaml	zeithaml	PROPN
crl-14942	82	10	,	,	PUNCT
crl-14942	82	11	a.	a.	NOUN
crl-14942	82	12	parasuraman	parasuraman	NOUN
crl-14942	82	13	,	,	PUNCT
crl-14942	82	14	and	and	CCONJ
crl-14942	82	15	leonard	leonard	PROPN
crl-14942	82	16	berry	berry	PROPN
crl-14942	82	17	,	,	PUNCT
crl-14942	82	18	who	who	PRON
crl-14942	82	19	are	be	AUX
crl-14942	82	20	prominent	prominent	ADJ
crl-14942	82	21	in	in	ADP
crl-14942	82	22	the	the	DET
crl-14942	82	23	field	field	NOUN
crl-14942	82	24	of	of	ADP
crl-14942	82	25	customer	customer	NOUN
crl-14942	82	26	expectations	expectation	NOUN
crl-14942	82	27	,	,	PUNCT
crl-14942	82	28	expectations	expectation	NOUN
crl-14942	82	29	are	be	AUX
crl-14942	82	30	the	the	DET
crl-14942	82	31	standards	standard	NOUN
crl-14942	82	32	against	against	ADP
crl-14942	82	33	which	which	PRON
crl-14942	82	34	a	a	DET
crl-14942	82	35	firm	firm	NOUN
crl-14942	82	36	's	's	PART
crl-14942	82	37	performance	performance	NOUN
crl-14942	82	38	should	should	AUX
crl-14942	82	39	be	be	AUX
crl-14942	82	40	judged.13	judged.13	NOUN
crl-14942	82	41	is	be	AUX
crl-14942	82	42	there	there	PRON
crl-14942	82	43	any	any	DET
crl-14942	82	44	reason	reason	NOUN
crl-14942	82	45	why	why	SCONJ
crl-14942	82	46	the	the	DET
crl-14942	82	47	same	same	ADJ
crl-14942	82	48	should	should	AUX
crl-14942	82	49	not	not	PART
crl-14942	82	50	be	be	AUX
crl-14942	82	51	true	true	ADJ
crl-14942	82	52	for	for	ADP
crl-14942	82	53	academic	academic	ADJ
crl-14942	82	54	libraries	library	NOUN
crl-14942	82	55	as	as	ADP
crl-14942	82	56	not	not	PART
crl-14942	82	57	-	-	PUNCT
crl-14942	82	58	forprofit	forprofit	NOUN
crl-14942	82	59	service	service	NOUN
crl-14942	82	60	organizations	organization	NOUN
crl-14942	82	61	?	?	PUNCT
crl-14942	83	1	before	before	ADP
crl-14942	83	2	embarking	embark	VERB
crl-14942	83	3	on	on	ADP
crl-14942	83	4	a	a	DET
crl-14942	83	5	more	more	ADV
crl-14942	83	6	extensive	extensive	ADJ
crl-14942	83	7	discussion	discussion	NOUN
crl-14942	83	8	of	of	ADP
crl-14942	83	9	expectations	expectation	NOUN
crl-14942	83	10	,	,	PUNCT
crl-14942	83	11	the	the	DET
crl-14942	83	12	authors	author	NOUN
crl-14942	83	13	would	would	AUX
crl-14942	83	14	like	like	VERB
crl-14942	83	15	to	to	PART
crl-14942	83	16	offer	offer	VERB
crl-14942	83	17	a	a	DET
crl-14942	83	18	definition	definition	NOUN
crl-14942	83	19	so	so	SCONJ
crl-14942	83	20	that	that	SCONJ
crl-14942	83	21	there	there	PRON
crl-14942	83	22	is	be	VERB
crl-14942	83	23	a	a	DET
crl-14942	83	24	common	common	ADJ
crl-14942	83	25	understanding	understanding	NOUN
crl-14942	83	26	of	of	ADP
crl-14942	83	27	what	what	PRON
crl-14942	83	28	is	be	AUX
crl-14942	83	29	involved	involve	VERB
crl-14942	83	30	.	.	PUNCT
crl-14942	84	1	expectations	expectation	NOUN
crl-14942	84	2	are	be	AUX
crl-14942	84	3	assumptions	assumption	NOUN
crl-14942	84	4	about	about	ADP
crl-14942	84	5	the	the	DET
crl-14942	84	6	likelihood	likelihood	NOUN
crl-14942	84	7	of	of	ADP
crl-14942	84	8	something	something	PRON
crl-14942	84	9	occurring	occur	VERB
crl-14942	84	10	;	;	PUNCT
crl-14942	84	11	coupled	couple	VERB
crl-14942	84	12	with	with	ADP
crl-14942	84	13	these	these	DET
crl-14942	84	14	assumptions	assumption	NOUN
crl-14942	84	15	is	be	AUX
crl-14942	84	16	the	the	DET
crl-14942	84	17	acknowledgment	acknowledgment	NOUN
crl-14942	84	18	that	that	SCONJ
crl-14942	84	19	the	the	DET
crl-14942	84	20	outcome	outcome	NOUN
crl-14942	84	21	may	may	AUX
crl-14942	84	22	not	not	PART
crl-14942	84	23	be	be	AUX
crl-14942	84	24	as	as	SCONJ
crl-14942	84	25	expected	expect	VERB
crl-14942	84	26	.	.	PUNCT
crl-14942	85	1	more	more	ADV
crl-14942	85	2	concisely	concisely	ADV
crl-14942	85	3	,	,	PUNCT
crl-14942	85	4	expectations	expectation	NOUN
crl-14942	85	5	reflect	reflect	VERB
crl-14942	85	6	anticipated	anticipate	VERB
crl-14942	85	7	performance	performance	NOUN
crl-14942	85	8	.	.	PUNCT
crl-14942	86	1	researchers	researcher	NOUN
crl-14942	86	2	in	in	ADP
crl-14942	86	3	the	the	DET
crl-14942	86	4	field	field	NOUN
crl-14942	86	5	of	of	ADP
crl-14942	86	6	customer	customer	NOUN
crl-14942	86	7	expectations	expectation	NOUN
crl-14942	86	8	agree	agree	VERB
crl-14942	86	9	that	that	SCONJ
crl-14942	86	10	,	,	PUNCT
crl-14942	86	11	in	in	ADP
crl-14942	86	12	most	most	ADJ
crl-14942	86	13	cases	case	NOUN
crl-14942	86	14	,	,	PUNCT
crl-14942	86	15	customers	customer	NOUN
crl-14942	86	16	hold	hold	VERB
crl-14942	86	17	expectations	expectation	NOUN
crl-14942	86	18	that	that	PRON
crl-14942	86	19	can	can	AUX
crl-14942	86	20	be	be	AUX
crl-14942	86	21	considered	consider	VERB
crl-14942	86	22	quite	quite	ADV
crl-14942	86	23	basic	basic	ADJ
crl-14942	86	24	.	.	PUNCT
crl-14942	87	1	in	in	ADP
crl-14942	87	2	general	general	ADJ
crl-14942	87	3	,	,	PUNCT
crl-14942	87	4	customers	customer	NOUN
crl-14942	87	5	expect	expect	VERB
crl-14942	87	6	a	a	DET
crl-14942	87	7	basic	basic	ADJ
crl-14942	87	8	,	,	PUNCT
crl-14942	87	9	solid	solid	ADJ
crl-14942	87	10	performance	performance	NOUN
crl-14942	87	11	and	and	CCONJ
crl-14942	87	12	promises	promise	NOUN
crl-14942	87	13	that	that	PRON
crl-14942	87	14	are	be	AUX
crl-14942	87	15	kept	keep	VERB
crl-14942	87	16	.	.	PUNCT
crl-14942	88	1	stated	state	VERB
crl-14942	88	2	differently	differently	ADV
crl-14942	88	3	,	,	PUNCT
crl-14942	88	4	customers	customer	NOUN
crl-14942	88	5	desire	desire	VERB
crl-14942	88	6	a	a	DET
crl-14942	88	7	quality	quality	NOUN
crl-14942	88	8	or	or	CCONJ
crl-14942	88	9	accurate	accurate	ADJ
crl-14942	88	10	product	product	NOUN
crl-14942	88	11	or	or	CCONJ
crl-14942	88	12	service	service	NOUN
crl-14942	88	13	provided	provide	VERB
crl-14942	88	14	in	in	ADP
crl-14942	88	15	a	a	DET
crl-14942	88	16	friendly	friendly	ADJ
crl-14942	88	17	and	and	CCONJ
crl-14942	88	18	courteous	courteous	ADJ
crl-14942	88	19	way	way	NOUN
crl-14942	88	20	.	.	PUNCT
crl-14942	89	1	a.	a.	NOUN
crl-14942	89	2	parasuraman	parasuraman	NOUN
crl-14942	89	3	et	et	PROPN
crl-14942	89	4	al	al	PROPN
crl-14942	89	5	.	.	PROPN
crl-14942	89	6	place	place	PROPN
crl-14942	89	7	customer	customer	NOUN
crl-14942	89	8	service	service	NOUN
crl-14942	89	9	expectations	expectation	NOUN
crl-14942	89	10	into	into	ADP
crl-14942	89	11	two	two	NUM
crl-14942	89	12	categories	category	NOUN
crl-14942	89	13	.14	.14	NUM
crl-14942	89	14	the	the	DET
crl-14942	89	15	first	first	ADJ
crl-14942	89	16	deals	deal	NOUN
crl-14942	89	17	with	with	ADP
crl-14942	89	18	service	service	NOUN
crl-14942	89	19	as	as	ADP
crl-14942	89	20	an	an	DET
crl-14942	89	21	end	end	NOUN
crl-14942	89	22	result	result	NOUN
crl-14942	89	23	,	,	PUNCT
crl-14942	89	24	outcome	outcome	NOUN
crl-14942	89	25	,	,	PUNCT
crl-14942	89	26	or	or	CCONJ
crl-14942	89	27	product	product	NOUN
crl-14942	89	28	.	.	PUNCT
crl-14942	90	1	this	this	DET
crl-14942	90	2	dimension	dimension	NOUN
crl-14942	90	3	involves	involve	VERB
crl-14942	90	4	reliability	reliability	NOUN
crl-14942	90	5	,	,	PUNCT
crl-14942	90	6	or	or	CCONJ
crl-14942	90	7	the	the	DET
crl-14942	90	8	ability	ability	NOUN
crl-14942	90	9	to	to	PART
crl-14942	90	10	perform	perform	VERB
crl-14942	90	11	a	a	DET
crl-14942	90	12	promised	promise	VERB
crl-14942	90	13	service	service	NOUN
crl-14942	90	14	both	both	CCONJ
crl-14942	90	15	dependably	dependably	ADV
crl-14942	90	16	and	and	CCONJ
crl-14942	90	17	accurately	accurately	ADV
crl-14942	90	18	.	.	PUNCT
crl-14942	91	1	the	the	DET
crl-14942	91	2	researchers	researcher	NOUN
crl-14942	91	3	believe	believe	VERB
crl-14942	91	4	that	that	SCONJ
crl-14942	91	5	customer	customer	NOUN
crl-14942	91	6	expectations	expectation	NOUN
crl-14942	91	7	can	can	AUX
crl-14942	91	8	not	not	PART
crl-14942	91	9	be	be	AUX
crl-14942	91	10	met	meet	VERB
crl-14942	91	11	if	if	SCONJ
crl-14942	91	12	this	this	DET
crl-14942	91	13	all	all	ADV
crl-14942	91	14	-	-	PUNCT
crl-14942	91	15	important	important	ADJ
crl-14942	91	16	dimension	dimension	NOUN
crl-14942	91	17	is	be	AUX
crl-14942	91	18	lacking	lack	VERB
crl-14942	91	19	.	.	PUNCT
crl-14942	92	1	four	four	NUM
crl-14942	92	2	other	other	ADJ
crl-14942	92	3	dimensions	dimension	NOUN
crl-14942	92	4	comprise	comprise	VERB
crl-14942	92	5	the	the	DET
crl-14942	92	6	second	second	ADJ
crl-14942	92	7	category	category	NOUN
crl-14942	92	8	,	,	PUNCT
crl-14942	92	9	that	that	PRON
crl-14942	92	10	of	of	ADP
crl-14942	92	11	service	service	NOUN
crl-14942	92	12	process	process	NOUN
crl-14942	92	13	,	,	PUNCT
crl-14942	92	14	and	and	CCONJ
crl-14942	92	15	these	these	DET
crl-14942	92	16	dimensions	dimension	NOUN
crl-14942	92	17	are	be	AUX
crl-14942	92	18	important	important	ADJ
crl-14942	92	19	in	in	ADP
crl-14942	92	20	exceeding	exceed	VERB
crl-14942	92	21	customer	customer	NOUN
crl-14942	92	22	expectations	expectation	NOUN
crl-14942	92	23	.	.	PUNCT
crl-14942	93	1	first	first	ADV
crl-14942	93	2	among	among	ADP
crl-14942	93	3	these	these	PRON
crl-14942	93	4	is	be	AUX
crl-14942	93	5	assurance	assurance	NOUN
crl-14942	93	6	-	-	PUNCT
crl-14942	93	7	the	the	DET
crl-14942	93	8	ability	ability	NOUN
crl-14942	93	9	of	of	ADP
crl-14942	93	10	employees	employee	NOUN
crl-14942	93	11	to	to	PART
crl-14942	93	12	convey	convey	VERB
crl-14942	93	13	a	a	DET
crl-14942	93	14	high	high	ADJ
crl-14942	93	15	degree	degree	NOUN
crl-14942	93	16	of	of	ADP
crl-14942	93	17	trust	trust	NOUN
crl-14942	93	18	and	and	CCONJ
crl-14942	93	19	confidence	confidence	NOUN
crl-14942	93	20	based	base	VERB
crl-14942	93	21	on	on	ADP
crl-14942	93	22	the	the	DET
crl-14942	93	23	employees	employee	NOUN
crl-14942	93	24	'	'	PART
crl-14942	93	25	knowledge	knowledge	NOUN
crl-14942	93	26	and	and	CCONJ
crl-14942	93	27	courtesy	courtesy	NOUN
crl-14942	93	28	.	.	PUNCT
crl-14942	94	1	next	next	ADJ
crl-14942	94	2	is	be	AUX
crl-14942	94	3	responsiveness	responsiveness	NOUN
crl-14942	94	4	.	.	PUNCT
crl-14942	95	1	expectations	expectation	NOUN
crl-14942	95	2	are	be	AUX
crl-14942	95	3	likely	likely	ADJ
crl-14942	95	4	to	to	PART
crl-14942	95	5	be	be	AUX
crl-14942	95	6	exceeded	exceed	VERB
crl-14942	95	7	if	if	SCONJ
crl-14942	95	8	employees	employee	NOUN
crl-14942	95	9	consistently	consistently	ADV
crl-14942	95	10	demonstrate	demonstrate	VERB
crl-14942	95	11	a	a	DET
crl-14942	95	12	willingness	willingness	NOUN
crl-14942	95	13	to	to	PART
crl-14942	95	14	help	help	VERB
crl-14942	95	15	customers	customer	NOUN
crl-14942	95	16	and	and	CCONJ
crl-14942	95	17	provide	provide	VERB
crl-14942	95	18	prompt	prompt	ADJ
crl-14942	95	19	service	service	NOUN
crl-14942	95	20	.	.	PUNCT
crl-14942	96	1	related	relate	VERB
crl-14942	96	2	to	to	ADP
crl-14942	96	3	responsiveness	responsiveness	NOUN
crl-14942	96	4	is	be	AUX
crl-14942	96	5	empathy	empathy	NOUN
crl-14942	96	6	.	.	PUNCT
crl-14942	97	1	employees	employee	NOUN
crl-14942	97	2	will	will	AUX
crl-14942	97	3	exceed	exceed	VERB
crl-14942	97	4	their	their	PRON
crl-14942	97	5	customers	customer	NOUN
crl-14942	97	6	'	'	PART
crl-14942	97	7	expectations	expectation	NOUN
crl-14942	97	8	when	when	SCONJ
crl-14942	97	9	they	they	PRON
crl-14942	97	10	demonstrate	demonstrate	VERB
crl-14942	97	11	empathy	empathy	NOUN
crl-14942	97	12	by	by	ADP
crl-14942	97	13	providing	provide	VERB
crl-14942	97	14	caring	care	VERB
crl-14942	97	15	individualized	individualized	ADJ
crl-14942	97	16	attention	attention	NOUN
crl-14942	97	17	to	to	ADP
crl-14942	97	18	customers	customer	NOUN
crl-14942	97	19	.	.	PUNCT
crl-14942	98	1	last	last	ADJ
crl-14942	98	2	is	be	AUX
crl-14942	98	3	a	a	DET
crl-14942	98	4	group	group	NOUN
crl-14942	98	5	of	of	ADP
crl-14942	98	6	tangibles	tangible	NOUN
crl-14942	98	7	consisting	consist	VERB
crl-14942	98	8	of	of	ADP
crl-14942	98	9	elements	element	NOUN
crl-14942	98	10	such	such	ADJ
crl-14942	98	11	as	as	ADP
crl-14942	98	12	the	the	DET
crl-14942	98	13	appearance	appearance	NOUN
crl-14942	98	14	of	of	ADP
crl-14942	98	15	physical	physical	ADJ
crl-14942	98	16	facilities	facility	NOUN
crl-14942	98	17	,	,	PUNCT
crl-14942	98	18	the	the	DET
crl-14942	98	19	amount	amount	NOUN
crl-14942	98	20	of	of	ADP
crl-14942	98	21	equipment	equipment	NOUN
crl-14942	98	22	and	and	CCONJ
crl-14942	98	23	personnel	personnel	NOUN
crl-14942	98	24	,	,	PUNCT
crl-14942	98	25	and	and	CCONJ
crl-14942	98	26	the	the	DET
crl-14942	98	27	degree	degree	NOUN
crl-14942	98	28	of	of	ADP
crl-14942	98	29	communication	communication	NOUN
crl-14942	98	30	that	that	PRON
crl-14942	98	31	exists	exist	VERB
crl-14942	98	32	between	between	ADP
crl-14942	98	33	the	the	DET
crl-14942	98	34	organization	organization	NOUN
crl-14942	98	35	and	and	CCONJ
crl-14942	98	36	its	its	PRON
crl-14942	98	37	customers	customer	NOUN
crl-14942	98	38	.	.	PUNCT
crl-14942	99	1	for	for	ADP
crl-14942	99	2	each	each	DET
crl-14942	99	3	dimension	dimension	NOUN
crl-14942	99	4	of	of	ADP
crl-14942	99	5	expectations	expectation	NOUN
crl-14942	99	6	,	,	PUNCT
crl-14942	99	7	a	a	DET
crl-14942	99	8	customer	customer	NOUN
crl-14942	99	9	is	be	AUX
crl-14942	99	10	likely	likely	ADJ
crl-14942	99	11	to	to	PART
crl-14942	99	12	establish	establish	VERB
crl-14942	99	13	two	two	NUM
crl-14942	99	14	service	service	NOUN
crl-14942	99	15	levels	level	NOUN
crl-14942	99	16	.	.	PUNCT
crl-14942	100	1	the	the	DET
crl-14942	100	2	first	first	ADJ
crl-14942	100	3	is	be	AUX
crl-14942	100	4	the	the	DET
crl-14942	100	5	desired	desire	VERB
crl-14942	100	6	service	service	NOUN
crl-14942	100	7	level	level	NOUN
crl-14942	100	8	,	,	PUNCT
crl-14942	100	9	which	which	PRON
crl-14942	100	10	is	be	AUX
crl-14942	100	11	defined	define	VERB
crl-14942	100	12	as	as	ADP
crl-14942	100	13	what	what	PRON
crl-14942	100	14	the	the	DET
crl-14942	100	15	customer	customer	NOUN
crl-14942	100	16	hopes	hope	VERB
crl-14942	100	17	to	to	PART
crl-14942	100	18	receive	receive	VERB
crl-14942	100	19	,	,	PUNCT
crl-14942	100	20	a	a	DET
crl-14942	100	21	blend	blend	NOUN
crl-14942	100	22	of	of	ADP
crl-14942	100	23	what	what	PRON
crl-14942	100	24	the	the	DET
crl-14942	100	25	customer	customer	NOUN
crl-14942	100	26	believes	believe	VERB
crl-14942	100	27	can	can	AUX
crl-14942	100	28	and	and	CCONJ
crl-14942	100	29	should	should	AUX
crl-14942	100	30	be	be	AUX
crl-14942	100	31	.	.	PUNCT
crl-14942	101	1	the	the	DET
crl-14942	101	2	other	other	ADJ
crl-14942	101	3	level	level	NOUN
crl-14942	101	4	is	be	AUX
crl-14942	101	5	the	the	DET
crl-14942	101	6	adequate	adequate	ADJ
crl-14942	101	7	service	service	NOUN
crl-14942	101	8	level	level	NOUN
crl-14942	101	9	,	,	PUNCT
crl-14942	101	10	which	which	PRON
crl-14942	101	11	consists	consist	VERB
crl-14942	101	12	of	of	ADP
crl-14942	101	13	the	the	DET
crl-14942	101	14	service	service	NOUN
crl-14942	101	15	that	that	PRON
crl-14942	101	16	a	a	DET
crl-14942	101	17	customerwillfindacceptable	customerwillfindacceptable	NOUN
crl-14942	101	18	.	.	PUNCT
crl-14942	102	1	a	a	DET
crl-14942	102	2	customer	customer	NOUN
crl-14942	102	3	'	'	PART
crl-14942	102	4	szone	szone	NOUN
crl-14942	102	5	of	of	ADP
crl-14942	102	6	tolerance	tolerance	NOUN
crl-14942	102	7	falls	fall	VERB
crl-14942	102	8	between	between	ADP
crl-14942	102	9	these	these	DET
crl-14942	102	10	two	two	NUM
crl-14942	102	11	levels	level	NOUN
crl-14942	102	12	.	.	PUNCT
crl-14942	103	1	quite	quite	ADV
crl-14942	103	2	logically	logically	ADV
crl-14942	103	3	,	,	PUNCT
crl-14942	103	4	service	service	NOUN
crl-14942	103	5	expectations	expectation	NOUN
crl-14942	103	6	are	be	AUX
crl-14942	103	7	likely	likely	ADJ
crl-14942	103	8	to	to	PART
crl-14942	103	9	increase	increase	VERB
crl-14942	103	10	with	with	ADP
crl-14942	103	11	a	a	DET
crl-14942	103	12	corresponding	corresponding	ADJ
crl-14942	103	13	increase	increase	NOUN
crl-14942	103	14	in	in	ADP
crl-14942	103	15	a	a	DET
crl-14942	103	16	customer	customer	NOUN
crl-14942	103	17	's	's	PART
crl-14942	103	18	experience	experience	NOUN
crl-14942	103	19	.	.	PUNCT
crl-14942	104	1	when	when	SCONJ
crl-14942	104	2	a	a	DET
crl-14942	104	3	customer	customer	NOUN
crl-14942	104	4	either	either	CCONJ
crl-14942	104	5	lacks	lack	VERB
crl-14942	104	6	many	many	ADJ
crl-14942	104	7	options	option	NOUN
crl-14942	104	8	or	or	CCONJ
crl-14942	104	9	does	do	AUX
crl-14942	104	10	not	not	PART
crl-14942	104	11	possess	possess	VERB
crl-14942	104	12	a	a	DET
crl-14942	104	13	clear	clear	ADJ
crl-14942	104	14	understanding	understanding	NOUN
crl-14942	104	15	of	of	ADP
crl-14942	104	16	what	what	PRON
crl-14942	104	17	options	option	NOUN
crl-14942	104	18	exist	exist	VERB
crl-14942	104	19	,	,	PUNCT
crl-14942	104	20	expectations	expectation	NOUN
crl-14942	104	21	are	be	AUX
crl-14942	104	22	likely	likely	ADJ
crl-14942	104	23	to	to	PART
crl-14942	104	24	be	be	AUX
crl-14942	104	25	appreciably	appreciably	ADV
crl-14942	104	26	lower	low	ADJ
crl-14942	104	27	.	.	PUNCT
crl-14942	105	1	if	if	SCONJ
crl-14942	105	2	academic	academic	ADJ
crl-14942	105	3	libraries	library	NOUN
crl-14942	105	4	are	be	AUX
crl-14942	105	5	to	to	PART
crl-14942	105	6	meet	meet	VERB
crl-14942	105	7	and	and	CCONJ
crl-14942	105	8	exceed	exceed	VERB
crl-14942	105	9	customer	customer	NOUN
crl-14942	105	10	expectations	expectation	NOUN
crl-14942	105	11	more	more	ADV
crl-14942	105	12	successfully	successfully	ADV
crl-14942	105	13	,	,	PUNCT
crl-14942	105	14	they	they	PRON
crl-14942	105	15	need	need	VERB
crl-14942	105	16	to	to	PART
crl-14942	105	17	know	know	VERB
crl-14942	105	18	what	what	PRON
crl-14942	105	19	elements	element	NOUN
crl-14942	105	20	determine	determine	VERB
crl-14942	105	21	expectations	expectation	NOUN
crl-14942	105	22	.	.	PUNCT
crl-14942	106	1	zeithaml	zeithaml	PROPN
crl-14942	106	2	et	et	PROPN
crl-14942	106	3	al	al	PROPN
crl-14942	106	4	.	.	PROPN
crl-14942	106	5	offer	offer	VERB
crl-14942	106	6	four	four	NUM
crl-14942	106	7	key	key	ADJ
crl-14942	106	8	factors	factor	NOUN
crl-14942	106	9	:	:	PUNCT
crl-14942	106	10	(	(	PUNCT
crl-14942	106	11	1	1	X
crl-14942	106	12	)	)	PUNCT
crl-14942	106	13	what	what	PRON
crl-14942	106	14	customers	customer	NOUN
crl-14942	106	15	hear	hear	VERB
crl-14942	106	16	from	from	ADP
crl-14942	106	17	other	other	ADJ
crl-14942	106	18	customers	customer	NOUN
crl-14942	106	19	;	;	PUNCT
crl-14942	106	20	(	(	PUNCT
crl-14942	106	21	2	2	X
crl-14942	106	22	)	)	PUNCT
crl-14942	106	23	individual	individual	ADJ
crl-14942	106	24	characteristics	characteristic	NOUN
crl-14942	106	25	and	and	CCONJ
crl-14942	106	26	circumstances	circumstance	NOUN
crl-14942	106	27	relating	relate	VERB
crl-14942	106	28	to	to	ADP
crl-14942	106	29	personal	personal	ADJ
crl-14942	106	30	needs	need	NOUN
crl-14942	106	31	;	;	PUNCT
crl-14942	106	32	(	(	PUNCT
crl-14942	106	33	3	3	X
crl-14942	106	34	)	)	PUNCT
crl-14942	106	35	experience	experience	NOUN
crl-14942	106	36	with	with	ADP
crl-14942	106	37	using	use	VERB
crl-14942	106	38	a	a	DET
crl-14942	106	39	service	service	NOUN
crl-14942	106	40	;	;	PUNCT
crl-14942	106	41	and	and	CCONJ
crl-14942	106	42	(	(	PUNCT
crl-14942	106	43	4	4	X
crl-14942	106	44	)	)	PUNCT
crl-14942	106	45	communications	communication	NOUN
crl-14942	106	46	from	from	ADP
crl-14942	106	47	service	service	NOUN
crl-14942	106	48	providers	provider	NOUN
crl-14942	106	49	to	to	PART
crl-14942	106	50	customers.15	customers.15	VERB
crl-14942	106	51	the	the	DET
crl-14942	106	52	third	third	ADJ
crl-14942	106	53	factor	factor	NOUN
crl-14942	106	54	is	be	AUX
crl-14942	106	55	multifaceted	multifacete	VERB
crl-14942	106	56	in	in	ADP
crl-14942	106	57	that	that	SCONJ
crl-14942	106	58	customers	customer	NOUN
crl-14942	106	59	will	will	AUX
crl-14942	106	60	not	not	PART
crl-14942	106	61	base	base	VERB
crl-14942	106	62	their	their	PRON
crl-14942	106	63	expectations	expectation	NOUN
crl-14942	106	64	solely	solely	ADV
crl-14942	106	65	on	on	ADP
crl-14942	106	66	experience	experience	NOUN
crl-14942	106	67	with	with	ADP
crl-14942	106	68	one	one	NUM
crl-14942	106	69	academic	academic	ADJ
crl-14942	106	70	library	library	NOUN
crl-14942	106	71	,	,	PUNCT
crl-14942	106	72	but	but	CCONJ
crl-14942	106	73	will	will	AUX
crl-14942	106	74	also	also	ADV
crl-14942	106	75	consider	consider	VERB
crl-14942	106	76	experiences	experience	NOUN
crl-14942	106	77	with	with	ADP
crl-14942	106	78	other	other	ADJ
crl-14942	106	79	libraries	library	NOUN
crl-14942	106	80	as	as	ADV
crl-14942	106	81	well	well	ADV
crl-14942	106	82	as	as	ADP
crl-14942	106	83	providers	provider	NOUN
crl-14942	106	84	of	of	ADP
crl-14942	106	85	other	other	ADJ
crl-14942	106	86	types	type	NOUN
crl-14942	106	87	of	of	ADP
crl-14942	106	88	services	service	NOUN
crl-14942	106	89	.	.	PUNCT
crl-14942	107	1	a	a	DET
crl-14942	107	2	commonly	commonly	ADV
crl-14942	107	3	held	hold	VERB
crl-14942	107	4	belief	belief	NOUN
crl-14942	107	5	is	be	AUX
crl-14942	107	6	that	that	SCONJ
crl-14942	107	7	the	the	DET
crl-14942	107	8	customer	customer	NOUN
crl-14942	107	9	is	be	AUX
crl-14942	107	10	always	always	ADV
crl-14942	107	11	right	right	ADJ
crl-14942	107	12	.	.	PUNCT
crl-14942	108	1	however	however	ADV
crl-14942	108	2	,	,	PUNCT
crl-14942	108	3	the	the	DET
crl-14942	108	4	opposite	opposite	NOUN
crl-14942	108	5	is	be	AUX
crl-14942	108	6	more	more	ADV
crl-14942	108	7	likely	likely	ADJ
crl-14942	108	8	the	the	DET
crl-14942	108	9	case	case	NOUN
crl-14942	108	10	;	;	PUNCT
crl-14942	108	11	customcustomer	customcustomer	NOUN
crl-14942	108	12	expectations	expectation	NOUN
crl-14942	108	13	37	37	NUM
crl-14942	108	14	ers	er	NOUN
crl-14942	108	15	often	often	ADV
crl-14942	108	16	hold	hold	VERB
crl-14942	108	17	unrealistic	unrealistic	ADJ
crl-14942	108	18	expectations	expectation	NOUN
crl-14942	108	19	.	.	PUNCT
crl-14942	109	1	cross	cross	ADJ
crl-14942	109	2	-	-	ADJ
crl-14942	109	3	service	service	ADJ
crl-14942	109	4	comparison	comparison	NOUN
crl-14942	109	5	,	,	PUNCT
crl-14942	109	6	that	that	ADV
crl-14942	109	7	is	is	ADV
crl-14942	109	8	,	,	PUNCT
crl-14942	109	9	comparing	compare	VERB
crl-14942	109	10	one	one	NUM
crl-14942	109	11	service	service	NOUN
crl-14942	109	12	provider	provider	NOUN
crl-14942	109	13	with	with	ADP
crl-14942	109	14	providers	provider	NOUN
crl-14942	109	15	of	of	ADP
crl-14942	109	16	other	other	ADJ
crl-14942	109	17	types	type	NOUN
crl-14942	109	18	of	of	ADP
crl-14942	109	19	services	service	NOUN
crl-14942	109	20	,	,	PUNCT
crl-14942	109	21	can	can	AUX
crl-14942	109	22	often	often	ADV
crl-14942	109	23	account	account	VERB
crl-14942	109	24	for	for	ADP
crl-14942	109	25	customers	customer	NOUN
crl-14942	109	26	'	'	PART
crl-14942	109	27	unrealistic	unrealistic	ADJ
crl-14942	109	28	expectations	expectation	NOUN
crl-14942	109	29	.	.	PUNCT
crl-14942	110	1	if	if	SCONJ
crl-14942	110	2	we	we	PRON
crl-14942	110	3	apply	apply	VERB
crl-14942	110	4	kathleen	kathleen	PROPN
crl-14942	110	5	sanford	sanford	PROPN
crl-14942	110	6	's	's	PART
crl-14942	110	7	concepts	concept	NOUN
crl-14942	110	8	to	to	ADP
crl-14942	110	9	libraries	library	NOUN
crl-14942	110	10	,	,	PUNCT
crl-14942	110	11	customers	customer	NOUN
crl-14942	110	12	may	may	AUX
crl-14942	110	13	not	not	PART
crl-14942	110	14	always	always	ADV
crl-14942	110	15	understand	understand	VERB
crl-14942	110	16	the	the	DET
crl-14942	110	17	policies	policy	NOUN
crl-14942	110	18	and	and	CCONJ
crl-14942	110	19	procedures	procedure	NOUN
crl-14942	110	20	under	under	ADP
crl-14942	110	21	which	which	PRON
crl-14942	110	22	a	a	DET
crl-14942	110	23	library	library	NOUN
crl-14942	110	24	operates.16	operates.16	NOUN
crl-14942	110	25	likewise	likewise	ADV
crl-14942	110	26	,	,	PUNCT
crl-14942	110	27	customers	customer	NOUN
crl-14942	110	28	may	may	AUX
crl-14942	110	29	not	not	PART
crl-14942	110	30	realize	realize	VERB
crl-14942	110	31	that	that	SCONJ
crl-14942	110	32	such	such	ADJ
crl-14942	110	33	policies	policy	NOUN
crl-14942	110	34	and	and	CCONJ
crl-14942	110	35	procedures	procedure	NOUN
crl-14942	110	36	may	may	AUX
crl-14942	110	37	be	be	AUX
crl-14942	110	38	essential	essential	ADJ
crl-14942	110	39	to	to	ADP
crl-14942	110	40	the	the	DET
crl-14942	110	41	library	library	NOUN
crl-14942	110	42	's	's	PART
crl-14942	110	43	survival	survival	NOUN
crl-14942	110	44	.	.	PUNCT
crl-14942	111	1	finally	finally	ADV
crl-14942	111	2	,	,	PUNCT
crl-14942	111	3	certain	certain	ADJ
crl-14942	111	4	policies	policy	NOUN
crl-14942	111	5	and	and	CCONJ
crl-14942	111	6	procedures	procedure	NOUN
crl-14942	111	7	may	may	AUX
crl-14942	111	8	be	be	AUX
crl-14942	111	9	required	require	VERB
crl-14942	111	10	for	for	ADP
crl-14942	111	11	reasons	reason	NOUN
crl-14942	111	12	beyond	beyond	ADP
crl-14942	111	13	the	the	DET
crl-14942	111	14	library	library	NOUN
crl-14942	111	15	's	's	PART
crl-14942	111	16	control	control	NOUN
crl-14942	111	17	.	.	PUNCT
crl-14942	112	1	in	in	ADP
crl-14942	112	2	any	any	DET
crl-14942	112	3	case	case	NOUN
crl-14942	112	4	,	,	PUNCT
crl-14942	112	5	these	these	DET
crl-14942	112	6	situations	situation	NOUN
crl-14942	112	7	can	can	AUX
crl-14942	112	8	lead	lead	VERB
crl-14942	112	9	library	library	ADJ
crl-14942	112	10	customers	customer	NOUN
crl-14942	112	11	to	to	PART
crl-14942	112	12	have	have	VERB
crl-14942	112	13	unrealistic	unrealistic	ADJ
crl-14942	112	14	expectations	expectation	NOUN
crl-14942	112	15	,	,	PUNCT
crl-14942	112	16	which	which	PRON
crl-14942	112	17	,	,	PUNCT
crl-14942	112	18	if	if	SCONJ
crl-14942	112	19	not	not	PART
crl-14942	112	20	adjusted	adjust	VERB
crl-14942	112	21	,	,	PUNCT
crl-14942	112	22	will	will	AUX
crl-14942	112	23	result	result	VERB
crl-14942	112	24	in	in	ADP
crl-14942	112	25	customer	customer	NOUN
crl-14942	112	26	dissatisfaction	dissatisfaction	NOUN
crl-14942	112	27	.	.	PUNCT
crl-14942	113	1	therefore	therefore	ADV
crl-14942	113	2	,	,	PUNCT
crl-14942	113	3	it	it	PRON
crl-14942	113	4	is	be	AUX
crl-14942	113	5	incumbent	incumbent	ADJ
crl-14942	113	6	upon	upon	SCONJ
crl-14942	113	7	academic	academic	ADJ
crl-14942	113	8	libraries	library	NOUN
crl-14942	113	9	to	to	PART
crl-14942	113	10	do	do	VERB
crl-14942	113	11	all	all	PRON
crl-14942	113	12	within	within	ADP
crl-14942	113	13	their	their	PRON
crl-14942	113	14	power	power	NOUN
crl-14942	113	15	to	to	PART
crl-14942	113	16	minimize	minimize	VERB
crl-14942	113	17	the	the	DET
crl-14942	113	18	occurrence	occurrence	NOUN
crl-14942	113	19	of	of	ADP
crl-14942	113	20	customer	customer	NOUN
crl-14942	113	21	dissatisfaction	dissatisfaction	NOUN
crl-14942	113	22	based	base	VERB
crl-14942	113	23	on	on	ADP
crl-14942	113	24	unrealistic	unrealistic	ADJ
crl-14942	113	25	expectations	expectation	NOUN
crl-14942	113	26	.	.	PUNCT
crl-14942	114	1	clearly	clearly	ADV
crl-14942	114	2	,	,	PUNCT
crl-14942	114	3	the	the	DET
crl-14942	114	4	library	library	NOUN
crl-14942	114	5	environment	environment	NOUN
crl-14942	114	6	involves	involve	VERB
crl-14942	114	7	three	three	NUM
crl-14942	114	8	interrelated	interrelated	ADJ
crl-14942	114	9	elements	element	NOUN
crl-14942	114	10	:	:	PUNCT
crl-14942	114	11	customer	customer	NOUN
crl-14942	114	12	expectations	expectation	NOUN
crl-14942	114	13	,	,	PUNCT
crl-14942	114	14	library	library	ADJ
crl-14942	114	15	performance	performance	NOUN
crl-14942	114	16	,	,	PUNCT
crl-14942	114	17	and	and	CCONJ
crl-14942	114	18	customer	customer	NOUN
crl-14942	114	19	satisfaction	satisfaction	NOUN
crl-14942	114	20	.	.	PUNCT
crl-14942	115	1	what	what	PRON
crl-14942	115	2	is	be	AUX
crl-14942	115	3	central	central	ADJ
crl-14942	115	4	to	to	ADP
crl-14942	115	5	all	all	DET
crl-14942	115	6	three	three	NUM
crl-14942	115	7	is	be	AUX
crl-14942	115	8	the	the	DET
crl-14942	115	9	customer	customer	NOUN
crl-14942	115	10	,	,	PUNCT
crl-14942	115	11	whether	whether	SCONJ
crl-14942	115	12	an	an	DET
crl-14942	115	13	individual	individual	ADJ
crl-14942	115	14	consumer	consumer	NOUN
crl-14942	115	15	or	or	CCONJ
crl-14942	115	16	a	a	DET
crl-14942	115	17	corporate	corporate	ADJ
crl-14942	115	18	customer	customer	NOUN
crl-14942	115	19	.	.	PUNCT
crl-14942	116	1	when	when	SCONJ
crl-14942	116	2	undertaking	undertake	VERB
crl-14942	116	3	research	research	NOUN
crl-14942	116	4	concerning	concern	VERB
crl-14942	116	5	customer	customer	NOUN
crl-14942	116	6	expectations	expectation	NOUN
crl-14942	116	7	or	or	CCONJ
crl-14942	116	8	satisfaction	satisfaction	NOUN
crl-14942	116	9	,	,	PUNCT
crl-14942	116	10	evaluating	evaluate	VERB
crl-14942	116	11	the	the	DET
crl-14942	116	12	quality	quality	NOUN
crl-14942	116	13	of	of	ADP
crl-14942	116	14	services	service	NOUN
crl-14942	116	15	rendered	render	VERB
crl-14942	116	16	,	,	PUNCT
crl-14942	116	17	or	or	CCONJ
crl-14942	116	18	implementing	implement	VERB
crl-14942	116	19	actions	action	NOUN
crl-14942	116	20	aimed	aim	VERB
crl-14942	116	21	at	at	ADP
crl-14942	116	22	enhancing	enhance	VERB
crl-14942	116	23	the	the	DET
crl-14942	116	24	level	level	NOUN
crl-14942	116	25	of	of	ADP
crl-14942	116	26	customer	customer	NOUN
crl-14942	116	27	satisfaction	satisfaction	NOUN
crl-14942	116	28	,	,	PUNCT
crl-14942	116	29	academic	academic	ADJ
crl-14942	116	30	librarians	librarian	NOUN
crl-14942	116	31	need	need	VERB
crl-14942	116	32	to	to	PART
crl-14942	116	33	keep	keep	VERB
crl-14942	116	34	in	in	ADP
crl-14942	116	35	mind	mind	NOUN
crl-14942	116	36	that	that	SCONJ
crl-14942	116	37	the	the	DET
crl-14942	116	38	key	key	NOUN
crl-14942	116	39	is	be	AUX
crl-14942	116	40	focus	focus	NOUN
crl-14942	116	41	.	.	PUNCT
crl-14942	117	1	academic	academic	ADJ
crl-14942	117	2	librarians	librarian	NOUN
crl-14942	117	3	first	first	ADV
crl-14942	117	4	must	must	AUX
crl-14942	117	5	identify	identify	VERB
crl-14942	117	6	who	who	PRON
crl-14942	117	7	their	their	PRON
crl-14942	117	8	primary	primary	ADJ
crl-14942	117	9	customers	customer	NOUN
crl-14942	117	10	are	be	AUX
crl-14942	117	11	.	.	PUNCT
crl-14942	118	1	then	then	ADV
crl-14942	118	2	they	they	PRON
crl-14942	118	3	can	can	AUX
crl-14942	118	4	learn	learn	VERB
crl-14942	118	5	the	the	DET
crl-14942	118	6	needs	need	NOUN
crl-14942	118	7	and	and	CCONJ
crl-14942	118	8	expectations	expectation	NOUN
crl-14942	118	9	of	of	ADP
crl-14942	118	10	their	their	PRON
crl-14942	118	11	customers	customer	NOUN
crl-14942	118	12	as	as	ADV
crl-14942	118	13	well	well	ADV
crl-14942	118	14	as	as	ADP
crl-14942	118	15	evaluate	evaluate	VERB
crl-14942	118	16	the	the	DET
crl-14942	118	17	level	level	NOUN
crl-14942	118	18	of	of	ADP
crl-14942	118	19	customer	customer	NOUN
crl-14942	118	20	satisfaction	satisfaction	NOUN
crl-14942	118	21	with	with	ADP
crl-14942	118	22	library	library	NOUN
crl-14942	118	23	services	service	NOUN
crl-14942	118	24	.	.	PUNCT
crl-14942	119	1	customer	customer	NOUN
crl-14942	119	2	expectations	expectation	NOUN
crl-14942	119	3	,	,	PUNCT
crl-14942	119	4	library	library	ADJ
crl-14942	119	5	performance	performance	NOUN
crl-14942	119	6	,	,	PUNCT
crl-14942	119	7	and	and	CCONJ
crl-14942	119	8	customer	customer	NOUN
crl-14942	119	9	satisfaction	satisfaction	NOUN
crl-14942	119	10	virtually	virtually	ADV
crl-14942	119	11	all	all	PRON
crl-14942	119	12	academic	academic	ADJ
crl-14942	119	13	librarians	librarian	NOUN
crl-14942	119	14	strive	strive	VERB
crl-14942	119	15	to	to	PART
crl-14942	119	16	provide	provide	VERB
crl-14942	119	17	their	their	PRON
crl-14942	119	18	customers	customer	NOUN
crl-14942	119	19	with	with	ADP
crl-14942	119	20	a	a	DET
crl-14942	119	21	superior	superior	ADJ
crl-14942	119	22	level	level	NOUN
crl-14942	119	23	of	of	ADP
crl-14942	119	24	service	service	NOUN
crl-14942	119	25	.	.	PUNCT
crl-14942	120	1	however	however	ADV
crl-14942	120	2	,	,	PUNCT
crl-14942	120	3	many	many	ADJ
crl-14942	120	4	fail	fail	VERB
crl-14942	120	5	to	to	PART
crl-14942	120	6	realize	realize	VERB
crl-14942	120	7	that	that	SCONJ
crl-14942	120	8	it	it	PRON
crl-14942	120	9	is	be	AUX
crl-14942	120	10	impossible	impossible	ADJ
crl-14942	120	11	to	to	PART
crl-14942	120	12	do	do	VERB
crl-14942	120	13	so	so	ADV
crl-14942	120	14	without	without	ADP
crl-14942	120	15	first	first	ADV
crl-14942	120	16	comprehending	comprehend	VERB
crl-14942	120	17	what	what	PRON
crl-14942	120	18	their	their	PRON
crl-14942	120	19	customers	customer	NOUN
crl-14942	120	20	'	'	PART
crl-14942	120	21	expectations	expectation	NOUN
crl-14942	120	22	truly	truly	ADV
crl-14942	120	23	are	be	AUX
crl-14942	120	24	.	.	PUNCT
crl-14942	121	1	this	this	PRON
crl-14942	121	2	is	be	AUX
crl-14942	121	3	because	because	SCONJ
crl-14942	121	4	of	of	ADP
crl-14942	121	5	the	the	DET
crl-14942	121	6	interrelatedness	interrelatedness	NOUN
crl-14942	121	7	of	of	ADP
crl-14942	121	8	the	the	DET
crl-14942	121	9	three	three	NUM
crl-14942	121	10	elements	element	NOUN
crl-14942	121	11	mentioned	mention	VERB
crl-14942	121	12	above	above	ADP
crl-14942	121	13	:	:	PUNCT
crl-14942	121	14	38	38	NUM
crl-14942	121	15	college	college	PROPN
crl-14942	121	16	&	&	CCONJ
crl-14942	121	17	research	research	PROPN
crl-14942	121	18	libraries	library	NOUN
crl-14942	121	19	expectations	expectation	NOUN
crl-14942	121	20	,	,	PUNCT
crl-14942	121	21	performance	performance	NOUN
crl-14942	121	22	,	,	PUNCT
crl-14942	121	23	and	and	CCONJ
crl-14942	121	24	satisfaction	satisfaction	NOUN
crl-14942	121	25	.	.	PUNCT
crl-14942	122	1	customers	customer	NOUN
crl-14942	122	2	'	'	PART
crl-14942	122	3	evaluations	evaluation	NOUN
crl-14942	122	4	of	of	ADP
crl-14942	122	5	library	library	ADJ
crl-14942	122	6	performance	performance	NOUN
crl-14942	122	7	and	and	CCONJ
crl-14942	122	8	their	their	PRON
crl-14942	122	9	level	level	NOUN
crl-14942	122	10	of	of	ADP
crl-14942	122	11	satisfaction	satisfaction	NOUN
crl-14942	122	12	with	with	ADP
crl-14942	122	13	that	that	DET
crl-14942	122	14	performance	performance	NOUN
crl-14942	122	15	will	will	AUX
crl-14942	122	16	be	be	AUX
crl-14942	122	17	based	base	VERB
crl-14942	122	18	largely	largely	ADV
crl-14942	122	19	on	on	ADP
crl-14942	122	20	a	a	DET
crl-14942	122	21	comparison	comparison	NOUN
crl-14942	122	22	of	of	ADP
crl-14942	122	23	expectations	expectation	NOUN
crl-14942	122	24	with	with	ADP
crl-14942	122	25	perceptions	perception	NOUN
crl-14942	122	26	of	of	ADP
crl-14942	122	27	the	the	DET
crl-14942	122	28	service	service	NOUN
crl-14942	122	29	provided	provide	VERB
crl-14942	122	30	.	.	PUNCT
crl-14942	123	1	many	many	ADJ
crl-14942	123	2	academic	academic	ADJ
crl-14942	123	3	libraries	library	NOUN
crl-14942	123	4	have	have	VERB
crl-14942	123	5	both	both	PRON
crl-14942	123	6	individual	individual	ADJ
crl-14942	123	7	consumers	consumer	NOUN
crl-14942	123	8	(	(	PUNCT
crl-14942	123	9	students	student	NOUN
crl-14942	123	10	,	,	PUNCT
crl-14942	123	11	faculty	faculty	NOUN
crl-14942	123	12	,	,	PUNCT
crl-14942	123	13	administrators	administrator	NOUN
crl-14942	123	14	,	,	PUNCT
crl-14942	123	15	and	and	CCONJ
crl-14942	123	16	staff	staff	NOUN
crl-14942	123	17	)	)	PUNCT
crl-14942	123	18	as	as	ADV
crl-14942	123	19	well	well	ADV
crl-14942	123	20	as	as	ADP
crl-14942	123	21	corporate	corporate	ADJ
crl-14942	123	22	bodies	body	NOUN
crl-14942	123	23	as	as	ADP
crl-14942	123	24	customers	customer	NOUN
crl-14942	123	25	.	.	PUNCT
crl-14942	124	1	research	research	NOUN
crl-14942	124	2	has	have	AUX
crl-14942	124	3	indicated	indicate	VERB
crl-14942	124	4	that	that	SCONJ
crl-14942	124	5	minimal	minimal	ADJ
crl-14942	124	6	differences	difference	NOUN
crl-14942	124	7	exist	exist	VERB
crl-14942	124	8	between	between	ADP
crl-14942	124	9	expectations	expectation	NOUN
crl-14942	124	10	and	and	CCONJ
crl-14942	124	11	perceptions	perception	NOUN
crl-14942	124	12	held	hold	VERB
crl-14942	124	13	by	by	ADP
crl-14942	124	14	individual	individual	ADJ
crl-14942	124	15	and	and	CCONJ
crl-14942	124	16	corporate	corporate	ADJ
crl-14942	124	17	customers	customer	NOUN
crl-14942	124	18	.	.	PUNCT
crl-14942	125	1	parasuraman	parasuraman	NOUN
crl-14942	125	2	et	et	PROPN
crl-14942	125	3	al	al	PROPN
crl-14942	125	4	.	.	PROPN
crl-14942	125	5	conducted	conduct	VERB
crl-14942	125	6	sixteen	sixteen	NUM
crl-14942	125	7	focus	focus	NOUN
crl-14942	125	8	group	group	NOUN
crl-14942	125	9	interviews	interview	NOUN
crl-14942	125	10	in	in	ADP
crl-14942	125	11	five	five	NUM
crl-14942	125	12	cities	city	NOUN
crl-14942	125	13	.	.	PUNCT
crl-14942	126	1	17	17	NUM
crl-14942	126	2	they	they	PRON
crl-14942	126	3	interviewed	interview	VERB
crl-14942	126	4	both	both	CCONJ
crl-14942	126	5	individual	individual	ADJ
crl-14942	126	6	and	and	CCONJ
crl-14942	126	7	corporate	corporate	ADJ
crl-14942	126	8	customers	customer	NOUN
crl-14942	126	9	of	of	ADP
crl-14942	126	10	service	service	NOUN
crl-14942	126	11	providers	provider	NOUN
crl-14942	126	12	in	in	ADP
crl-14942	126	13	such	such	ADJ
crl-14942	126	14	diverse	diverse	ADJ
crl-14942	126	15	areas	area	NOUN
crl-14942	126	16	as	as	ADP
crl-14942	126	17	insurance	insurance	NOUN
crl-14942	126	18	,	,	PUNCT
crl-14942	126	19	business	business	NOUN
crl-14942	126	20	equipment	equipment	NOUN
crl-14942	126	21	repair	repair	NOUN
crl-14942	126	22	,	,	PUNCT
crl-14942	126	23	truck/	truck/	NUM
crl-14942	126	24	tractor	tractor	NOUN
crl-14942	126	25	rental	rental	NOUN
crl-14942	126	26	and	and	CCONJ
crl-14942	126	27	leasing	leasing	NOUN
crl-14942	126	28	,	,	PUNCT
crl-14942	126	29	auto	auto	NOUN
crl-14942	126	30	repairs	repair	NOUN
crl-14942	126	31	,	,	PUNCT
crl-14942	126	32	and	and	CCONJ
crl-14942	126	33	hotels	hotel	NOUN
crl-14942	126	34	.	.	PUNCT
crl-14942	127	1	their	their	PRON
crl-14942	127	2	results	result	NOUN
crl-14942	127	3	indicated	indicate	VERB
crl-14942	127	4	no	no	DET
crl-14942	127	5	significant	significant	ADJ
crl-14942	127	6	differences	difference	NOUN
crl-14942	127	7	based	base	VERB
crl-14942	127	8	on	on	ADP
crl-14942	127	9	the	the	DET
crl-14942	127	10	type	type	NOUN
crl-14942	127	11	of	of	ADP
crl-14942	127	12	customer	customer	NOUN
crl-14942	127	13	.	.	PUNCT
crl-14942	128	1	while	while	SCONJ
crl-14942	128	2	it	it	PRON
crl-14942	128	3	is	be	AUX
crl-14942	128	4	essential	essential	ADJ
crl-14942	128	5	for	for	ADP
crl-14942	128	6	academic	academic	ADJ
crl-14942	128	7	libraries	library	NOUN
crl-14942	128	8	to	to	PART
crl-14942	128	9	meet	meet	VERB
crl-14942	128	10	customer	customer	NOUN
crl-14942	128	11	expectations	expectation	NOUN
crl-14942	128	12	,	,	PUNCT
crl-14942	128	13	this	this	PRON
crl-14942	128	14	usually	usually	ADV
crl-14942	128	15	involves	involve	VERB
crl-14942	128	16	no	no	PRON
crl-14942	128	17	more	more	ADJ
crl-14942	128	18	than	than	ADP
crl-14942	128	19	the	the	DET
crl-14942	128	20	mere	mere	ADJ
crl-14942	128	21	provision	provision	NOUN
crl-14942	128	22	of	of	ADP
crl-14942	128	23	the	the	DET
crl-14942	128	24	right	right	ADJ
crl-14942	128	25	product	product	NOUN
crl-14942	128	26	or	or	CCONJ
crl-14942	128	27	service	service	NOUN
crl-14942	128	28	,	,	PUNCT
crl-14942	128	29	whether	whether	SCONJ
crl-14942	128	30	reference	reference	NOUN
crl-14942	128	31	and	and	CCONJ
crl-14942	128	32	information	information	NOUN
crl-14942	128	33	services	service	NOUN
crl-14942	128	34	,	,	PUNCT
crl-14942	128	35	bibliographic	bibliographic	ADJ
crl-14942	128	36	instruction	instruction	NOUN
crl-14942	128	37	,	,	PUNCT
crl-14942	128	38	interlibrary	interlibrary	ADJ
crl-14942	128	39	loan/	loan/	NUM
crl-14942	128	40	document	document	NOUN
crl-14942	128	41	delivery	delivery	NOUN
crl-14942	128	42	,	,	PUNCT
crl-14942	128	43	or	or	CCONJ
crl-14942	128	44	a	a	DET
crl-14942	128	45	relevant	relevant	ADJ
crl-14942	128	46	collection	collection	NOUN
crl-14942	128	47	of	of	ADP
crl-14942	128	48	materials	material	NOUN
crl-14942	128	49	.	.	PUNCT
crl-14942	129	1	instead	instead	ADV
crl-14942	129	2	,	,	PUNCT
crl-14942	129	3	academic	academic	ADJ
crl-14942	129	4	libraries	library	NOUN
crl-14942	129	5	should	should	AUX
crl-14942	129	6	attempt	attempt	VERB
crl-14942	129	7	to	to	PART
crl-14942	129	8	exceed	exceed	VERB
crl-14942	129	9	the	the	DET
crl-14942	129	10	expectations	expectation	NOUN
crl-14942	129	11	of	of	ADP
crl-14942	129	12	their	their	PRON
crl-14942	129	13	customers	customer	NOUN
crl-14942	129	14	.	.	PUNCT
crl-14942	130	1	this	this	PRON
crl-14942	130	2	often	often	ADV
crl-14942	130	3	involves	involve	VERB
crl-14942	130	4	surprising	surprising	ADJ
crl-14942	130	5	or	or	CCONJ
crl-14942	130	6	delighting	delight	VERB
crl-14942	130	7	their	their	PRON
crl-14942	130	8	customers	customer	NOUN
crl-14942	130	9	,	,	PUNCT
crl-14942	130	10	doing	do	VERB
crl-14942	130	11	the	the	DET
crl-14942	130	12	unexpected	unexpected	ADJ
crl-14942	130	13	,	,	PUNCT
crl-14942	130	14	or	or	CCONJ
crl-14942	130	15	providing	provide	VERB
crl-14942	130	16	in	in	ADP
crl-14942	130	17	a	a	DET
crl-14942	130	18	unique	unique	ADJ
crl-14942	130	19	way	way	NOUN
crl-14942	130	20	something	something	PRON
crl-14942	130	21	that	that	PRON
crl-14942	130	22	their	their	PRON
crl-14942	130	23	customers	customer	NOUN
crl-14942	130	24	consider	consider	VERB
crl-14942	130	25	significant	significant	ADJ
crl-14942	130	26	.	.	PUNCT
crl-14942	131	1	let	let	VERB
crl-14942	131	2	us	we	PRON
crl-14942	131	3	now	now	ADV
crl-14942	131	4	focus	focus	VERB
crl-14942	131	5	on	on	ADP
crl-14942	131	6	customer	customer	NOUN
crl-14942	131	7	satisfaction	satisfaction	NOUN
crl-14942	131	8	.	.	PUNCT
crl-14942	132	1	simply	simply	ADV
crl-14942	132	2	put	put	VERB
crl-14942	132	3	,	,	PUNCT
crl-14942	132	4	customer	customer	NOUN
crl-14942	132	5	satisfaction	satisfaction	NOUN
crl-14942	132	6	represents	represent	VERB
crl-14942	132	7	the	the	DET
crl-14942	132	8	difference	difference	NOUN
crl-14942	132	9	between	between	ADP
crl-14942	132	10	what	what	PRON
crl-14942	132	11	customers	customer	NOUN
crl-14942	132	12	expect	expect	VERB
crl-14942	132	13	and	and	CCONJ
crl-14942	132	14	what	what	PRON
crl-14942	132	15	they	they	PRON
crl-14942	132	16	get	get	VERB
crl-14942	132	17	.	.	PUNCT
crl-14942	133	1	while	while	SCONJ
crl-14942	133	2	the	the	DET
crl-14942	133	3	level	level	NOUN
crl-14942	133	4	of	of	ADP
crl-14942	133	5	satisfaction	satisfaction	NOUN
crl-14942	133	6	logically	logically	ADV
crl-14942	133	7	should	should	AUX
crl-14942	133	8	be	be	AUX
crl-14942	133	9	based	base	VERB
crl-14942	133	10	on	on	ADP
crl-14942	133	11	an	an	DET
crl-14942	133	12	objective	objective	ADJ
crl-14942	133	13	evaluation	evaluation	NOUN
crl-14942	133	14	of	of	ADP
crl-14942	133	15	the	the	DET
crl-14942	133	16	service	service	NOUN
crl-14942	133	17	provided	provide	VERB
crl-14942	133	18	,	,	PUNCT
crl-14942	133	19	that	that	PRON
crl-14942	133	20	is	be	AUX
crl-14942	133	21	not	not	PART
crl-14942	133	22	the	the	DET
crl-14942	133	23	case	case	NOUN
crl-14942	133	24	.	.	PUNCT
crl-14942	134	1	rather	rather	ADV
crl-14942	134	2	,	,	PUNCT
crl-14942	134	3	satisfaction	satisfaction	NOUN
crl-14942	134	4	tends	tend	VERB
crl-14942	134	5	to	to	PART
crl-14942	134	6	be	be	AUX
crl-14942	134	7	based	base	VERB
crl-14942	134	8	on	on	ADP
crl-14942	134	9	perceptions	perception	NOUN
crl-14942	134	10	,	,	PUNCT
crl-14942	134	11	which	which	PRON
crl-14942	134	12	may	may	AUX
crl-14942	134	13	not	not	PART
crl-14942	134	14	always	always	ADV
crl-14942	134	15	be	be	AUX
crl-14942	134	16	logical	logical	ADJ
crl-14942	134	17	.	.	PUNCT
crl-14942	135	1	it	it	PRON
crl-14942	135	2	is	be	AUX
crl-14942	135	3	these	these	DET
crl-14942	135	4	perceptions	perception	NOUN
crl-14942	135	5	that	that	PRON
crl-14942	135	6	also	also	ADV
crl-14942	135	7	define	define	VERB
crl-14942	135	8	exceptional	exceptional	ADJ
crl-14942	135	9	service	service	NOUN
crl-14942	135	10	,	,	PUNCT
crl-14942	135	11	and	and	CCONJ
crl-14942	135	12	it	it	PRON
crl-14942	135	13	should	should	AUX
crl-14942	135	14	be	be	AUX
crl-14942	135	15	remembered	remember	VERB
crl-14942	135	16	that	that	SCONJ
crl-14942	135	17	the	the	DET
crl-14942	135	18	customer	customer	NOUN
crl-14942	135	19	,	,	PUNCT
crl-14942	135	20	not	not	PART
crl-14942	135	21	the	the	DET
crl-14942	135	22	library	library	NOUN
crl-14942	135	23	,	,	PUNCT
crl-14942	135	24	is	be	AUX
crl-14942	135	25	the	the	DET
crl-14942	135	26	arbiter	arbiter	NOUN
crl-14942	135	27	of	of	ADP
crl-14942	135	28	exceptional	exceptional	ADJ
crl-14942	135	29	service	service	NOUN
crl-14942	135	30	.	.	PUNCT
crl-14942	136	1	before	before	ADP
crl-14942	136	2	examining	examine	VERB
crl-14942	136	3	in	in	ADP
crl-14942	136	4	detail	detail	NOUN
crl-14942	136	5	the	the	DET
crl-14942	136	6	gaps	gap	NOUN
crl-14942	136	7	associated	associate	VERB
crl-14942	136	8	with	with	ADP
crl-14942	136	9	customer	customer	NOUN
crl-14942	136	10	satisfaction	satisfaction	NOUN
crl-14942	136	11	,	,	PUNCT
crl-14942	136	12	january	january	PROPN
crl-14942	136	13	1995	1995	NUM
crl-14942	136	14	academic	academic	ADJ
crl-14942	136	15	librarians	librarian	NOUN
crl-14942	136	16	first	first	ADV
crl-14942	136	17	need	need	VERB
crl-14942	136	18	to	to	PART
crl-14942	136	19	understand	understand	VERB
crl-14942	136	20	the	the	DET
crl-14942	136	21	factors	factor	NOUN
crl-14942	136	22	or	or	CCONJ
crl-14942	136	23	antecedents	antecedent	NOUN
crl-14942	136	24	responsible	responsible	ADJ
crl-14942	136	25	for	for	ADP
crl-14942	136	26	customer	customer	NOUN
crl-14942	136	27	expectations	expectation	NOUN
crl-14942	136	28	as	as	SCONJ
crl-14942	136	29	manifested	manifest	VERB
crl-14942	136	30	in	in	ADP
crl-14942	136	31	desired	desire	VERB
crl-14942	136	32	and	and	CCONJ
crl-14942	136	33	adequate	adequate	ADJ
crl-14942	136	34	service	service	NOUN
crl-14942	136	35	.	.	PUNCT
crl-14942	137	1	zeithaml	zeithaml	PROPN
crl-14942	137	2	et	et	PROPN
crl-14942	137	3	al	al	PROPN
crl-14942	137	4	.	.	PROPN
crl-14942	137	5	identify	identify	VERB
crl-14942	137	6	six	six	NUM
crl-14942	137	7	antecedents	antecedent	NOUN
crl-14942	137	8	of	of	ADP
crl-14942	137	9	desired	desire	VERB
crl-14942	137	10	service	service	NOUN
crl-14942	137	11	and	and	CCONJ
crl-14942	137	12	five	five	NUM
crl-14942	137	13	for	for	ADP
crl-14942	137	14	adequate	adequate	ADJ
crl-14942	137	15	service.18	service.18	PROPN
crl-14942	137	16	when	when	SCONJ
crl-14942	137	17	a	a	DET
crl-14942	137	18	customer	customer	NOUN
crl-14942	137	19	either	either	CCONJ
crl-14942	137	20	lacks	lack	VERB
crl-14942	137	21	many	many	ADJ
crl-14942	137	22	options	option	NOUN
crl-14942	137	23	or	or	CCONJ
crl-14942	137	24	does	do	AUX
crl-14942	137	25	not	not	PART
crl-14942	137	26	possess	possess	VERB
crl-14942	137	27	a	a	DET
crl-14942	137	28	clear	clear	ADJ
crl-14942	137	29	understanding	understanding	NOUN
crl-14942	137	30	of	of	ADP
crl-14942	137	31	what	what	PRON
crl-14942	137	32	options	option	NOUN
crl-14942	137	33	exist	exist	VERB
crl-14942	137	34	,	,	PUNCT
crl-14942	137	35	expectations	expectation	NOUN
crl-14942	137	36	are	be	AUX
crl-14942	137	37	likely	likely	ADJ
crl-14942	137	38	to	to	PART
crl-14942	137	39	be	be	AUX
crl-14942	137	40	appreciably	appreciably	ADV
crl-14942	137	41	lower	low	ADJ
crl-14942	137	42	.	.	PUNCT
crl-14942	138	1	the	the	DET
crl-14942	138	2	principal	principal	ADJ
crl-14942	138	3	factor	factor	NOUN
crl-14942	138	4	responsible	responsible	ADJ
crl-14942	138	5	for	for	ADP
crl-14942	138	6	defining	define	VERB
crl-14942	138	7	desired	desire	VERB
crl-14942	138	8	service	service	NOUN
crl-14942	138	9	is	be	AUX
crl-14942	138	10	what	what	PRON
crl-14942	138	11	are	be	AUX
crl-14942	138	12	known	know	VERB
crl-14942	138	13	as	as	ADP
crl-14942	138	14	enduring	endure	VERB
crl-14942	138	15	service	service	NOUN
crl-14942	138	16	intensifiers	intensifier	NOUN
crl-14942	138	17	.	.	PUNCT
crl-14942	139	1	consisting	consist	VERB
crl-14942	139	2	of	of	ADP
crl-14942	139	3	elements	element	NOUN
crl-14942	139	4	such	such	ADJ
crl-14942	139	5	as	as	ADP
crl-14942	139	6	a	a	DET
crl-14942	139	7	personal	personal	ADJ
crl-14942	139	8	service	service	NOUN
crl-14942	139	9	philosophy	philosophy	NOUN
crl-14942	139	10	and	and	CCONJ
crl-14942	139	11	service	service	NOUN
crl-14942	139	12	expectations	expectation	NOUN
crl-14942	139	13	that	that	PRON
crl-14942	139	14	are	be	AUX
crl-14942	139	15	either	either	ADV
crl-14942	139	16	derived	derive	VERB
crl-14942	139	17	from	from	ADP
crl-14942	139	18	or	or	CCONJ
crl-14942	139	19	driven	drive	VERB
crl-14942	139	20	by	by	ADP
crl-14942	139	21	another	another	DET
crl-14942	139	22	party	party	NOUN
crl-14942	139	23	,	,	PUNCT
crl-14942	139	24	these	these	DET
crl-14942	139	25	intensifiers	intensifier	NOUN
crl-14942	139	26	lead	lead	VERB
crl-14942	139	27	the	the	DET
crl-14942	139	28	customer	customer	NOUN
crl-14942	139	29	to	to	ADP
crl-14942	139	30	a	a	DET
crl-14942	139	31	heightened	heightened	ADJ
crl-14942	139	32	sensitivity	sensitivity	NOUN
crl-14942	139	33	to	to	ADP
crl-14942	139	34	service	service	NOUN
crl-14942	139	35	.	.	PUNCT
crl-14942	140	1	their	their	PRON
crl-14942	140	2	ultimate	ultimate	ADJ
crl-14942	140	3	effect	effect	NOUN
crl-14942	140	4	is	be	AUX
crl-14942	140	5	to	to	PART
crl-14942	140	6	elevate	elevate	VERB
crl-14942	140	7	the	the	DET
crl-14942	140	8	level	level	NOUN
crl-14942	140	9	of	of	ADP
crl-14942	140	10	desired	desire	VERB
crl-14942	140	11	service	service	NOUN
crl-14942	140	12	.	.	PUNCT
crl-14942	141	1	joining	join	VERB
crl-14942	141	2	these	these	DET
crl-14942	141	3	intensifiers	intensifier	NOUN
crl-14942	141	4	are	be	AUX
crl-14942	141	5	a	a	DET
crl-14942	141	6	customer	customer	NOUN
crl-14942	141	7	's	's	PART
crl-14942	141	8	personal	personal	ADJ
crl-14942	141	9	needs	need	NOUN
crl-14942	141	10	and	and	CCONJ
crl-14942	141	11	explicit	explicit	ADJ
crl-14942	141	12	service	service	NOUN
crl-14942	141	13	promises	promise	NOUN
crl-14942	141	14	or	or	CCONJ
crl-14942	141	15	service	service	NOUN
crl-14942	141	16	-	-	PUNCT
crl-14942	141	17	related	relate	VERB
crl-14942	141	18	statements	statement	NOUN
crl-14942	141	19	that	that	PRON
crl-14942	141	20	the	the	DET
crl-14942	141	21	library	library	NOUN
crl-14942	141	22	may	may	AUX
crl-14942	141	23	have	have	AUX
crl-14942	141	24	made	make	VERB
crl-14942	141	25	to	to	ADP
crl-14942	141	26	its	its	PRON
crl-14942	141	27	customers	customer	NOUN
crl-14942	141	28	.	.	PUNCT
crl-14942	142	1	not	not	PART
crl-14942	142	2	to	to	PART
crl-14942	142	3	be	be	AUX
crl-14942	142	4	overlooked	overlook	VERB
crl-14942	142	5	are	be	AUX
crl-14942	142	6	implicit	implicit	ADJ
crl-14942	142	7	service	service	NOUN
crl-14942	142	8	promises	promise	NOUN
crl-14942	142	9	that	that	PRON
crl-14942	142	10	the	the	DET
crl-14942	142	11	library	library	NOUN
crl-14942	142	12	may	may	AUX
crl-14942	142	13	have	have	AUX
crl-14942	142	14	made	make	VERB
crl-14942	142	15	-	-	PUNCT
crl-14942	142	16	elements	element	NOUN
crl-14942	142	17	such	such	ADJ
crl-14942	142	18	as	as	ADP
crl-14942	142	19	service	service	NOUN
crl-14942	142	20	price	price	NOUN
crl-14942	142	21	or	or	CCONJ
crl-14942	142	22	tangibles	tangible	NOUN
crl-14942	142	23	associated	associate	VERB
crl-14942	142	24	with	with	ADP
crl-14942	142	25	the	the	DET
crl-14942	142	26	service	service	NOUN
crl-14942	142	27	.	.	PUNCT
crl-14942	143	1	the	the	DET
crl-14942	143	2	two	two	NUM
crl-14942	143	3	remaining	remain	VERB
crl-14942	143	4	antecedents	antecedent	NOUN
crl-14942	143	5	are	be	AUX
crl-14942	143	6	:	:	PUNCT
crl-14942	143	7	(	(	PUNCT
crl-14942	143	8	1	1	X
crl-14942	143	9	)	)	PUNCT
crl-14942	143	10	word	word	NOUN
crl-14942	143	11	-	-	PUNCT
crl-14942	143	12	of	of	ADP
crl-14942	143	13	-	-	PUNCT
crl-14942	143	14	mouth	mouth	NOUN
crl-14942	143	15	communication	communication	NOUN
crl-14942	143	16	,	,	PUNCT
crl-14942	143	17	or	or	CCONJ
crl-14942	143	18	information	information	NOUN
crl-14942	143	19	about	about	ADP
crl-14942	143	20	service	service	NOUN
crl-14942	143	21	performance	performance	NOUN
crl-14942	143	22	that	that	PRON
crl-14942	143	23	individuals	individual	NOUN
crl-14942	143	24	have	have	AUX
crl-14942	143	25	personally	personally	ADV
crl-14942	143	26	related	relate	VERB
crl-14942	143	27	to	to	ADP
crl-14942	143	28	their	their	PRON
crl-14942	143	29	friends	friend	NOUN
crl-14942	143	30	,	,	PUNCT
crl-14942	143	31	associates	associate	NOUN
crl-14942	143	32	,	,	PUNCT
crl-14942	143	33	or	or	CCONJ
crl-14942	143	34	acquaintances	acquaintance	NOUN
crl-14942	143	35	;	;	PUNCT
crl-14942	143	36	and	and	CCONJ
crl-14942	143	37	(	(	PUNCT
crl-14942	143	38	2	2	X
crl-14942	143	39	)	)	PUNCT
crl-14942	143	40	a	a	DET
crl-14942	143	41	customer	customer	NOUN
crl-14942	143	42	's	's	PART
crl-14942	143	43	past	past	ADJ
crl-14942	143	44	experience	experience	NOUN
crl-14942	143	45	with	with	ADP
crl-14942	143	46	library	library	ADJ
crl-14942	143	47	performance	performance	NOUN
crl-14942	143	48	.	.	PUNCT
crl-14942	144	1	one	one	NUM
crl-14942	144	2	of	of	ADP
crl-14942	144	3	the	the	DET
crl-14942	144	4	antecedents	antecedent	NOUN
crl-14942	144	5	of	of	ADP
crl-14942	144	6	adequate	adequate	ADJ
crl-14942	144	7	service	service	NOUN
crl-14942	144	8	is	be	AUX
crl-14942	144	9	predicted	predict	VERB
crl-14942	144	10	service	service	NOUN
crl-14942	144	11	,	,	PUNCT
crl-14942	144	12	that	that	ADV
crl-14942	144	13	is	is	ADV
crl-14942	144	14	,	,	PUNCT
crl-14942	144	15	that	that	DET
crl-14942	144	16	level	level	NOUN
crl-14942	144	17	of	of	ADP
crl-14942	144	18	service	service	NOUN
crl-14942	144	19	which	which	PRON
crl-14942	144	20	customers	customer	NOUN
crl-14942	144	21	believe	believe	VERB
crl-14942	144	22	they	they	PRON
crl-14942	144	23	are	be	AUX
crl-14942	144	24	likely	likely	ADJ
crl-14942	144	25	to	to	PART
crl-14942	144	26	get	get	VERB
crl-14942	144	27	.	.	PUNCT
crl-14942	145	1	other	other	ADJ
crl-14942	145	2	antecedents	antecedent	NOUN
crl-14942	145	3	of	of	ADP
crl-14942	145	4	adequate	adequate	ADJ
crl-14942	145	5	service	service	NOUN
crl-14942	145	6	include	include	VERB
crl-14942	145	7	transitory	transitory	ADJ
crl-14942	145	8	service	service	NOUN
crl-14942	145	9	intensifiers	intensifier	NOUN
crl-14942	145	10	,	,	PUNCT
crl-14942	145	11	those	those	DET
crl-14942	145	12	temporary	temporary	ADJ
crl-14942	145	13	,	,	PUNCT
crl-14942	145	14	short	short	ADJ
crl-14942	145	15	-	-	PUNCT
crl-14942	145	16	term	term	NOUN
crl-14942	145	17	factors	factor	NOUN
crl-14942	145	18	relating	relate	VERB
crl-14942	145	19	to	to	ADP
crl-14942	145	20	a	a	DET
crl-14942	145	21	customer	customer	NOUN
crl-14942	145	22	's	's	PART
crl-14942	145	23	situation	situation	NOUN
crl-14942	145	24	,	,	PUNCT
crl-14942	145	25	needs	need	NOUN
crl-14942	145	26	,	,	PUNCT
crl-14942	145	27	or	or	CCONJ
crl-14942	145	28	problems	problem	NOUN
crl-14942	145	29	that	that	PRON
crl-14942	145	30	influence	influence	VERB
crl-14942	145	31	a	a	DET
crl-14942	145	32	customer	customer	NOUN
crl-14942	145	33	's	's	PART
crl-14942	145	34	expectations	expectation	NOUN
crl-14942	145	35	for	for	ADP
crl-14942	145	36	adequate	adequate	ADJ
crl-14942	145	37	service	service	NOUN
crl-14942	145	38	.	.	PUNCT
crl-14942	146	1	the	the	DET
crl-14942	146	2	presence	presence	NOUN
crl-14942	146	3	of	of	ADP
crl-14942	146	4	perceived	perceive	VERB
crl-14942	146	5	service	service	NOUN
crl-14942	146	6	alternatives	alternative	NOUN
crl-14942	146	7	will	will	AUX
crl-14942	146	8	likewise	likewise	ADV
crl-14942	146	9	influence	influence	VERB
crl-14942	146	10	the	the	DET
crl-14942	146	11	level	level	NOUN
crl-14942	146	12	of	of	ADP
crl-14942	146	13	adequate	adequate	ADJ
crl-14942	146	14	service	service	NOUN
crl-14942	146	15	.	.	PUNCT
crl-14942	147	1	when	when	SCONJ
crl-14942	147	2	a	a	DET
crl-14942	147	3	customer	customer	NOUN
crl-14942	147	4	thinks	think	VERB
crl-14942	147	5	that	that	SCONJ
crl-14942	147	6	service	service	NOUN
crl-14942	147	7	alternatives	alternative	NOUN
crl-14942	147	8	to	to	ADP
crl-14942	147	9	one	one	NUM
crl-14942	147	10	provider	provider	NOUN
crl-14942	147	11	exist	exist	NOUN
crl-14942	147	12	,	,	PUNCT
crl-14942	147	13	the	the	DET
crl-14942	147	14	level	level	NOUN
crl-14942	147	15	of	of	ADP
crl-14942	147	16	adequate	adequate	ADJ
crl-14942	147	17	service	service	NOUN
crl-14942	147	18	is	be	AUX
crl-14942	147	19	likely	likely	ADJ
crl-14942	147	20	to	to	PART
crl-14942	147	21	be	be	AUX
crl-14942	147	22	higher	high	ADJ
crl-14942	147	23	than	than	ADP
crl-14942	147	24	when	when	SCONJ
crl-14942	147	25	the	the	DET
crl-14942	147	26	range	range	NOUN
crl-14942	147	27	of	of	ADP
crl-14942	147	28	options	option	NOUN
crl-14942	147	29	is	be	AUX
crl-14942	147	30	limited	limited	ADJ
crl-14942	147	31	.	.	PUNCT
crl-14942	148	1	likewise	likewise	ADV
crl-14942	148	2	,	,	PUNCT
crl-14942	148	3	situational	situational	ADJ
crl-14942	148	4	factors	factor	NOUN
crl-14942	148	5	consisting	consist	VERB
crl-14942	148	6	of	of	ADP
crl-14942	148	7	factors	factor	NOUN
crl-14942	148	8	or	or	CCONJ
crl-14942	148	9	circumstances	circumstance	NOUN
crl-14942	148	10	beyond	beyond	ADP
crl-14942	148	11	the	the	DET
crl-14942	148	12	control	control	NOUN
crl-14942	148	13	of	of	ADP
crl-14942	148	14	the	the	DET
crl-14942	148	15	service	service	NOUN
crl-14942	148	16	provider	provider	NOUN
crl-14942	148	17	will	will	AUX
crl-14942	148	18	tend	tend	VERB
crl-14942	148	19	to	to	PART
crl-14942	148	20	depress	depress	VERB
crl-14942	148	21	the	the	DET
crl-14942	148	22	level	level	NOUN
crl-14942	148	23	of	of	ADP
crl-14942	148	24	adequate	adequate	ADJ
crl-14942	148	25	service	service	NOUN
crl-14942	148	26	.	.	PUNCT
crl-14942	149	1	the	the	DET
crl-14942	149	2	final	final	ADJ
crl-14942	149	3	antecedent	antecedent	NOUN
crl-14942	149	4	involves	involve	VERB
crl-14942	149	5	customers	customer	NOUN
crl-14942	149	6	'	'	PART
crl-14942	149	7	perception	perception	NOUN
crl-14942	149	8	of	of	ADP
crl-14942	149	9	the	the	DET
crl-14942	149	10	degree	degree	NOUN
crl-14942	149	11	to	to	PART
crl-14942	149	12	which	which	PRON
crl-14942	149	13	they	they	PRON
crl-14942	149	14	directly	directly	ADV
crl-14942	149	15	influence	influence	VERB
crl-14942	149	16	the	the	DET
crl-14942	149	17	level	level	NOUN
crl-14942	149	18	of	of	ADP
crl-14942	149	19	service	service	NOUN
crl-14942	149	20	provided	provide	VERB
crl-14942	149	21	.	.	PUNCT
crl-14942	150	1	when	when	SCONJ
crl-14942	150	2	customers	customer	NOUN
crl-14942	150	3	believe	believe	VERB
crl-14942	150	4	that	that	SCONJ
crl-14942	150	5	they	they	PRON
crl-14942	150	6	exert	exert	VERB
crl-14942	150	7	some	some	DET
crl-14942	150	8	influence	influence	NOUN
crl-14942	150	9	,	,	PUNCT
crl-14942	150	10	the	the	DET
crl-14942	150	11	level	level	NOUN
crl-14942	150	12	of	of	ADP
crl-14942	150	13	adequate	adequate	ADJ
crl-14942	150	14	service	service	NOUN
crl-14942	150	15	should	should	AUX
crl-14942	150	16	rise	rise	VERB
crl-14942	150	17	.	.	PUNCT
crl-14942	151	1	a	a	DET
crl-14942	151	2	customer	customer	NOUN
crl-14942	151	3	's	's	PART
crl-14942	151	4	degree	degree	NOUN
crl-14942	151	5	of	of	ADP
crl-14942	151	6	satisfaction	satisfaction	NOUN
crl-14942	151	7	with	with	ADP
crl-14942	151	8	a	a	DET
crl-14942	151	9	service	service	NOUN
crl-14942	151	10	will	will	AUX
crl-14942	151	11	evolve	evolve	VERB
crl-14942	151	12	as	as	SCONJ
crl-14942	151	13	the	the	DET
crl-14942	151	14	customer	customer	NOUN
crl-14942	151	15	develops	develop	VERB
crl-14942	151	16	a	a	DET
crl-14942	151	17	relationship	relationship	NOUN
crl-14942	151	18	with	with	ADP
crl-14942	151	19	the	the	DET
crl-14942	151	20	service	service	NOUN
crl-14942	151	21	provider	provider	NOUN
crl-14942	151	22	.	.	PUNCT
crl-14942	152	1	when	when	SCONJ
crl-14942	152	2	a	a	DET
crl-14942	152	3	customer	customer	NOUN
crl-14942	152	4	first	first	ADV
crl-14942	152	5	establishes	establish	VERB
crl-14942	152	6	such	such	DET
crl-14942	152	7	a	a	DET
crl-14942	152	8	relationship	relationship	NOUN
crl-14942	152	9	or	or	CCONJ
crl-14942	152	10	is	be	AUX
crl-14942	152	11	dealing	deal	VERB
crl-14942	152	12	with	with	ADP
crl-14942	152	13	a	a	DET
crl-14942	152	14	new	new	ADJ
crl-14942	152	15	product	product	NOUN
crl-14942	152	16	or	or	CCONJ
crl-14942	152	17	service	service	NOUN
crl-14942	152	18	from	from	ADP
crl-14942	152	19	a	a	DET
crl-14942	152	20	provider	provider	NOUN
crl-14942	152	21	with	with	ADP
crl-14942	152	22	whom	whom	PRON
crl-14942	152	23	a	a	DET
crl-14942	152	24	relationship	relationship	NOUN
crl-14942	152	25	already	already	ADV
crl-14942	152	26	exists	exist	VERB
crl-14942	152	27	,	,	PUNCT
crl-14942	152	28	actual	actual	ADJ
crl-14942	152	29	performance	performance	NOUN
crl-14942	152	30	,	,	PUNCT
crl-14942	152	31	rather	rather	ADV
crl-14942	152	32	than	than	ADP
crl-14942	152	33	expectations	expectation	NOUN
crl-14942	152	34	,	,	PUNCT
crl-14942	152	35	should	should	AUX
crl-14942	152	36	act	act	VERB
crl-14942	152	37	as	as	ADP
crl-14942	152	38	the	the	DET
crl-14942	152	39	primary	primary	ADJ
crl-14942	152	40	determinant	determinant	NOUN
crl-14942	152	41	of	of	ADP
crl-14942	152	42	satisfaction	satisfaction	NOUN
crl-14942	152	43	.	.	PUNCT
crl-14942	153	1	at	at	ADP
crl-14942	153	2	this	this	DET
crl-14942	153	3	point	point	NOUN
crl-14942	153	4	,	,	PUNCT
crl-14942	153	5	the	the	DET
crl-14942	153	6	situation	situation	NOUN
crl-14942	153	7	is	be	AUX
crl-14942	153	8	somewhat	somewhat	ADV
crl-14942	153	9	tenuous	tenuous	ADJ
crl-14942	153	10	because	because	SCONJ
crl-14942	153	11	these	these	DET
crl-14942	153	12	early	early	ADJ
crl-14942	153	13	expectations	expectation	NOUN
crl-14942	153	14	are	be	AUX
crl-14942	153	15	usually	usually	ADV
crl-14942	153	16	not	not	PART
crl-14942	153	17	held	hold	VERB
crl-14942	153	18	with	with	ADP
crl-14942	153	19	a	a	DET
crl-14942	153	20	great	great	ADJ
crl-14942	153	21	deal	deal	NOUN
crl-14942	153	22	of	of	ADP
crl-14942	153	23	confidence	confidence	NOUN
crl-14942	153	24	.	.	PUNCT
crl-14942	154	1	when	when	SCONJ
crl-14942	154	2	customers	customer	NOUN
crl-14942	154	3	believe	believe	VERB
crl-14942	154	4	that	that	SCONJ
crl-14942	154	5	they	they	PRON
crl-14942	154	6	exert	exert	VERB
crl-14942	154	7	some	some	DET
crl-14942	154	8	influence	influence	NOUN
crl-14942	154	9	,	,	PUNCT
crl-14942	154	10	the	the	DET
crl-14942	154	11	level	level	NOUN
crl-14942	154	12	of	of	ADP
crl-14942	154	13	adequate	adequate	ADJ
crl-14942	154	14	service	service	NOUN
crl-14942	154	15	should	should	AUX
crl-14942	154	16	rise	rise	VERB
crl-14942	154	17	.	.	PUNCT
crl-14942	155	1	as	as	SCONJ
crl-14942	155	2	a	a	DET
crl-14942	155	3	customer	customer	NOUN
crl-14942	155	4	's	's	PART
crl-14942	155	5	experience	experience	NOUN
crl-14942	155	6	with	with	ADP
crl-14942	155	7	a	a	DET
crl-14942	155	8	service	service	NOUN
crl-14942	155	9	provider	provider	NOUN
crl-14942	155	10	continues	continue	VERB
crl-14942	155	11	to	to	PART
crl-14942	155	12	grow	grow	VERB
crl-14942	155	13	and	and	CCONJ
crl-14942	155	14	results	result	NOUN
crl-14942	155	15	in	in	ADP
crl-14942	155	16	a	a	DET
crl-14942	155	17	substantial	substantial	ADJ
crl-14942	155	18	accumulation	accumulation	NOUN
crl-14942	155	19	of	of	ADP
crl-14942	155	20	past	past	ADJ
crl-14942	155	21	performance	performance	NOUN
crl-14942	155	22	information	information	NOUN
crl-14942	155	23	,	,	PUNCT
crl-14942	155	24	there	there	PRON
crl-14942	155	25	should	should	AUX
crl-14942	155	26	be	be	AUX
crl-14942	155	27	a	a	DET
crl-14942	155	28	corresponding	corresponding	ADJ
crl-14942	155	29	increase	increase	NOUN
crl-14942	155	30	in	in	ADP
crl-14942	155	31	both	both	CCONJ
crl-14942	155	32	the	the	DET
crl-14942	155	33	accuracy	accuracy	NOUN
crl-14942	155	34	and	and	CCONJ
crl-14942	155	35	confidence	confidence	NOUN
crl-14942	155	36	of	of	ADP
crl-14942	155	37	expectations	expectation	NOUN
crl-14942	155	38	.	.	PUNCT
crl-14942	156	1	19	19	NUM
crl-14942	156	2	at	at	ADP
crl-14942	156	3	some	some	DET
crl-14942	156	4	point	point	NOUN
crl-14942	156	5	,	,	PUNCT
crl-14942	156	6	a	a	DET
crl-14942	156	7	rough	rough	ADJ
crl-14942	156	8	equilibrium	equilibrium	NOUN
crl-14942	156	9	between	between	ADP
crl-14942	156	10	expectations	expectation	NOUN
crl-14942	156	11	and	and	CCONJ
crl-14942	156	12	performance	performance	NOUN
crl-14942	156	13	perception	perception	NOUN
crl-14942	156	14	should	should	AUX
crl-14942	156	15	result	result	VERB
crl-14942	156	16	as	as	SCONJ
crl-14942	156	17	the	the	DET
crl-14942	156	18	two	two	NUM
crl-14942	156	19	become	become	VERB
crl-14942	156	20	virtually	virtually	ADV
crl-14942	156	21	indistinguishable	indistinguishable	ADJ
crl-14942	156	22	.	.	PUNCT
crl-14942	157	1	with	with	ADP
crl-14942	157	2	a	a	DET
crl-14942	157	3	continued	continue	VERB
crl-14942	157	4	increase	increase	NOUN
crl-14942	157	5	in	in	ADP
crl-14942	157	6	service	service	NOUN
crl-14942	157	7	experience	experience	NOUN
crl-14942	157	8	and	and	CCONJ
crl-14942	157	9	with	with	ADP
crl-14942	157	10	the	the	DET
crl-14942	157	11	ongoing	ongoing	ADJ
crl-14942	157	12	maturation	maturation	NOUN
crl-14942	157	13	of	of	ADP
crl-14942	157	14	a	a	DET
crl-14942	157	15	service	service	NOUN
crl-14942	157	16	,	,	PUNCT
crl-14942	157	17	customer	customer	NOUN
crl-14942	157	18	expectations	expectation	NOUN
crl-14942	157	19	should	should	AUX
crl-14942	157	20	become	become	VERB
crl-14942	157	21	even	even	ADV
crl-14942	157	22	stronger	strong	ADJ
crl-14942	157	23	as	as	SCONJ
crl-14942	157	24	does	do	VERB
crl-14942	157	25	their	their	PRON
crl-14942	157	26	effect	effect	NOUN
crl-14942	157	27	on	on	ADP
crl-14942	157	28	the	the	DET
crl-14942	157	29	level	level	NOUN
crl-14942	157	30	of	of	ADP
crl-14942	157	31	customer	customer	NOUN
crl-14942	157	32	satisfaction	satisfaction	NOUN
crl-14942	157	33	.	.	PUNCT
crl-14942	158	1	thus	thus	ADV
crl-14942	158	2	,	,	PUNCT
crl-14942	158	3	as	as	SCONJ
crl-14942	158	4	students	student	NOUN
crl-14942	158	5	and	and	CCONJ
crl-14942	158	6	faculty	faculty	NOUN
crl-14942	158	7	develop	develop	VERB
crl-14942	158	8	greater	great	ADJ
crl-14942	158	9	experience	experience	NOUN
crl-14942	158	10	with	with	ADP
crl-14942	158	11	library	library	NOUN
crl-14942	158	12	services	service	NOUN
crl-14942	158	13	,	,	PUNCT
crl-14942	158	14	it	it	PRON
crl-14942	158	15	is	be	AUX
crl-14942	158	16	more	more	ADV
crl-14942	158	17	likely	likely	ADJ
crl-14942	158	18	that	that	SCONJ
crl-14942	158	19	not	not	PART
crl-14942	158	20	only	only	ADV
crl-14942	158	21	will	will	AUX
crl-14942	158	22	they	they	PRON
crl-14942	158	23	become	become	VERB
crl-14942	158	24	quite	quite	ADV
crl-14942	158	25	satisfied	satisfied	ADJ
crl-14942	158	26	with	with	ADP
crl-14942	158	27	those	those	DET
crl-14942	158	28	services	service	NOUN
crl-14942	158	29	but	but	CCONJ
crl-14942	158	30	also	also	ADV
crl-14942	158	31	that	that	SCONJ
crl-14942	158	32	their	their	PRON
crl-14942	158	33	customer	customer	NOUN
crl-14942	158	34	expectations	expectation	NOUN
crl-14942	158	35	39	39	NUM
crl-14942	158	36	level	level	NOUN
crl-14942	158	37	of	of	ADP
crl-14942	158	38	satisfaction	satisfaction	NOUN
crl-14942	158	39	will	will	AUX
crl-14942	158	40	increase	increase	VERB
crl-14942	158	41	progressively	progressively	ADV
crl-14942	158	42	.	.	PUNCT
crl-14942	159	1	the	the	DET
crl-14942	159	2	relationship	relationship	NOUN
crl-14942	159	3	between	between	ADP
crl-14942	159	4	customer	customer	NOUN
crl-14942	159	5	expectations	expectation	NOUN
crl-14942	159	6	and	and	CCONJ
crl-14942	159	7	perception	perception	NOUN
crl-14942	159	8	of	of	ADP
crl-14942	159	9	performance	performance	NOUN
crl-14942	159	10	or	or	CCONJ
crl-14942	159	11	level	level	NOUN
crl-14942	159	12	of	of	ADP
crl-14942	159	13	satisfaction	satisfaction	NOUN
crl-14942	159	14	is	be	AUX
crl-14942	159	15	multifaceted	multifaceted	ADJ
crl-14942	159	16	and	and	CCONJ
crl-14942	159	17	complex	complex	ADJ
crl-14942	159	18	.	.	PUNCT
crl-14942	160	1	when	when	SCONJ
crl-14942	160	2	performance	performance	NOUN
crl-14942	160	3	falls	fall	VERB
crl-14942	160	4	within	within	ADP
crl-14942	160	5	an	an	DET
crl-14942	160	6	acceptable	acceptable	ADJ
crl-14942	160	7	range	range	NOUN
crl-14942	160	8	of	of	ADP
crl-14942	160	9	expectation	expectation	NOUN
crl-14942	160	10	,	,	PUNCT
crl-14942	160	11	expectations	expectation	NOUN
crl-14942	160	12	are	be	AUX
crl-14942	160	13	likely	likely	ADJ
crl-14942	160	14	to	to	PART
crl-14942	160	15	dominate	dominate	VERB
crl-14942	160	16	the	the	DET
crl-14942	160	17	perceptions	perception	NOUN
crl-14942	160	18	of	of	ADP
crl-14942	160	19	satisfaction.20	satisfaction.20	PROPN
crl-14942	160	20	likewise	likewise	ADV
crl-14942	160	21	,	,	PUNCT
crl-14942	160	22	when	when	SCONJ
crl-14942	160	23	the	the	DET
crl-14942	160	24	gap	gap	NOUN
crl-14942	160	25	between	between	ADP
crl-14942	160	26	expectations	expectation	NOUN
crl-14942	160	27	and	and	CCONJ
crl-14942	160	28	performance	performance	NOUN
crl-14942	160	29	is	be	AUX
crl-14942	160	30	relatively	relatively	ADV
crl-14942	160	31	small	small	ADJ
crl-14942	160	32	,	,	PUNCT
crl-14942	160	33	a	a	DET
crl-14942	160	34	customer	customer	NOUN
crl-14942	160	35	's	's	PART
crl-14942	160	36	perception	perception	NOUN
crl-14942	160	37	of	of	ADP
crl-14942	160	38	performance	performance	NOUN
crl-14942	160	39	is	be	AUX
crl-14942	160	40	likely	likely	ADJ
crl-14942	160	41	to	to	PART
crl-14942	160	42	migrate	migrate	VERB
crl-14942	160	43	toward	toward	ADP
crl-14942	160	44	the	the	DET
crl-14942	160	45	customer	customer	NOUN
crl-14942	160	46	's	's	PART
crl-14942	160	47	expectations	expectation	NOUN
crl-14942	160	48	.	.	PUNCT
crl-14942	161	1	on	on	ADP
crl-14942	161	2	the	the	DET
crl-14942	161	3	other	other	ADJ
crl-14942	161	4	hand	hand	NOUN
crl-14942	161	5	,	,	PUNCT
crl-14942	161	6	when	when	SCONJ
crl-14942	161	7	performance	performance	NOUN
crl-14942	161	8	falls	fall	VERB
crl-14942	161	9	outside	outside	ADP
crl-14942	161	10	an	an	DET
crl-14942	161	11	acceptable	acceptable	ADJ
crl-14942	161	12	range	range	NOUN
crl-14942	161	13	,	,	PUNCT
crl-14942	161	14	a	a	DET
crl-14942	161	15	contrast	contrast	NOUN
crl-14942	161	16	occurs	occur	VERB
crl-14942	161	17	and	and	CCONJ
crl-14942	161	18	perceived	perceive	VERB
crl-14942	161	19	performance	performance	NOUN
crl-14942	161	20	assumes	assume	VERB
crl-14942	161	21	primacy	primacy	NOUN
crl-14942	161	22	over	over	ADP
crl-14942	161	23	expectations	expectation	NOUN
crl-14942	161	24	.	.	PUNCT
crl-14942	162	1	gaps	gap	NOUN
crl-14942	162	2	involving	involve	VERB
crl-14942	162	3	expectations	expectation	NOUN
crl-14942	162	4	,	,	PUNCT
crl-14942	162	5	performance	performance	NOUN
crl-14942	162	6	,	,	PUNCT
crl-14942	162	7	and	and	CCONJ
crl-14942	162	8	satisfaction	satisfaction	NOUN
crl-14942	162	9	academic	academic	ADJ
crl-14942	162	10	librarians	librarian	NOUN
crl-14942	162	11	should	should	AUX
crl-14942	162	12	study	study	VERB
crl-14942	162	13	the	the	DET
crl-14942	162	14	concept	concept	NOUN
crl-14942	162	15	of	of	ADP
crl-14942	162	16	disconfirmation	disconfirmation	NOUN
crl-14942	162	17	,	,	PUNCT
crl-14942	162	18	which	which	PRON
crl-14942	162	19	represents	represent	VERB
crl-14942	162	20	the	the	DET
crl-14942	162	21	gap	gap	NOUN
crl-14942	162	22	between	between	ADP
crl-14942	162	23	customer	customer	NOUN
crl-14942	162	24	expectations	expectation	NOUN
crl-14942	162	25	and	and	CCONJ
crl-14942	162	26	service	service	NOUN
crl-14942	162	27	performance	performance	NOUN
crl-14942	162	28	.	.	PUNCT
crl-14942	163	1	researchers	researcher	NOUN
crl-14942	163	2	have	have	AUX
crl-14942	163	3	demonstrated	demonstrate	VERB
crl-14942	163	4	that	that	SCONJ
crl-14942	163	5	this	this	DET
crl-14942	163	6	gap	gap	NOUN
crl-14942	163	7	is	be	AUX
crl-14942	163	8	more	more	ADV
crl-14942	163	9	responsible	responsible	ADJ
crl-14942	163	10	for	for	ADP
crl-14942	163	11	the	the	DET
crl-14942	163	12	customer	customer	NOUN
crl-14942	163	13	's	's	PART
crl-14942	163	14	level	level	NOUN
crl-14942	163	15	of	of	ADP
crl-14942	163	16	satisfaction	satisfaction	NOUN
crl-14942	163	17	than	than	ADP
crl-14942	163	18	the	the	DET
crl-14942	163	19	actual	actual	ADJ
crl-14942	163	20	service	service	NOUN
crl-14942	163	21	performance	performance	NOUN
crl-14942	163	22	itsel£.21	itsel£.21	PROPN
crl-14942	163	23	thus	thus	ADV
crl-14942	163	24	,	,	PUNCT
crl-14942	163	25	while	while	SCONJ
crl-14942	163	26	academic	academic	ADJ
crl-14942	163	27	librarians	librarian	NOUN
crl-14942	163	28	should	should	AUX
crl-14942	163	29	continue	continue	VERB
crl-14942	163	30	to	to	PART
crl-14942	163	31	strive	strive	VERB
crl-14942	163	32	to	to	PART
crl-14942	163	33	provide	provide	VERB
crl-14942	163	34	the	the	DET
crl-14942	163	35	highest	high	ADJ
crl-14942	163	36	quality	quality	NOUN
crl-14942	163	37	service	service	NOUN
crl-14942	163	38	possible	possible	ADJ
crl-14942	163	39	,	,	PUNCT
crl-14942	163	40	they	they	PRON
crl-14942	163	41	should	should	AUX
crl-14942	163	42	also	also	ADV
crl-14942	163	43	be	be	AUX
crl-14942	163	44	grounded	ground	VERB
crl-14942	163	45	in	in	ADP
crl-14942	163	46	reality	reality	NOUN
crl-14942	163	47	by	by	ADP
crl-14942	163	48	acknowledging	acknowledge	VERB
crl-14942	163	49	that	that	SCONJ
crl-14942	163	50	the	the	DET
crl-14942	163	51	perception	perception	NOUN
crl-14942	163	52	of	of	ADP
crl-14942	163	53	the	the	DET
crl-14942	163	54	relationship	relationship	NOUN
crl-14942	163	55	between	between	ADP
crl-14942	163	56	expectations	expectation	NOUN
crl-14942	163	57	and	and	CCONJ
crl-14942	163	58	performance	performance	NOUN
crl-14942	163	59	is	be	AUX
crl-14942	163	60	most	most	ADV
crl-14942	163	61	responsible	responsible	ADJ
crl-14942	163	62	for	for	ADP
crl-14942	163	63	a	a	DET
crl-14942	163	64	customer	customer	NOUN
crl-14942	163	65	's	's	PART
crl-14942	163	66	assessment	assessment	NOUN
crl-14942	163	67	of	of	ADP
crl-14942	163	68	overall	overall	ADJ
crl-14942	163	69	service	service	NOUN
crl-14942	163	70	quality	quality	NOUN
crl-14942	163	71	.	.	PUNCT
crl-14942	164	1	zeithaml	zeithaml	PROPN
crl-14942	164	2	et	et	PROPN
crl-14942	164	3	al	al	PROPN
crl-14942	164	4	.	.	PROPN
crl-14942	164	5	have	have	AUX
crl-14942	164	6	conducted	conduct	VERB
crl-14942	164	7	extensive	extensive	ADJ
crl-14942	164	8	research	research	NOUN
crl-14942	164	9	in	in	ADP
crl-14942	164	10	this	this	DET
crl-14942	164	11	area	area	NOUN
crl-14942	164	12	,	,	PUNCT
crl-14942	164	13	and	and	CCONJ
crl-14942	164	14	they	they	PRON
crl-14942	164	15	have	have	AUX
crl-14942	164	16	identified	identify	VERB
crl-14942	164	17	four	four	NUM
crl-14942	164	18	gaps	gap	NOUN
crl-14942	164	19	:	:	PUNCT
crl-14942	164	20	•	•	NOUN
crl-14942	164	21	between	between	ADP
crl-14942	164	22	actual	actual	ADJ
crl-14942	164	23	customer	customer	NOUN
crl-14942	164	24	expectations	expectation	NOUN
crl-14942	164	25	and	and	CCONJ
crl-14942	164	26	management	management	NOUN
crl-14942	164	27	's	's	PART
crl-14942	164	28	perception	perception	NOUN
crl-14942	164	29	of	of	ADP
crl-14942	164	30	customer	customer	NOUN
crl-14942	164	31	expectations	expectation	NOUN
crl-14942	164	32	•	•	NOUN
crl-14942	164	33	between	between	ADP
crl-14942	164	34	service	service	NOUN
crl-14942	164	35	quality	quality	NOUN
crl-14942	164	36	specifications	specification	NOUN
crl-14942	164	37	and	and	CCONJ
crl-14942	164	38	management	management	NOUN
crl-14942	164	39	's	's	PART
crl-14942	164	40	perception	perception	NOUN
crl-14942	164	41	of	of	ADP
crl-14942	164	42	customer	customer	NOUN
crl-14942	164	43	expectations	expectation	NOUN
crl-14942	164	44	•	•	NOUN
crl-14942	164	45	between	between	ADP
crl-14942	164	46	service	service	NOUN
crl-14942	164	47	delivery	delivery	NOUN
crl-14942	164	48	and	and	CCONJ
crl-14942	164	49	service	service	NOUN
crl-14942	164	50	quality	quality	NOUN
crl-14942	164	51	specifications	specification	NOUN
crl-14942	164	52	•	•	NOUN
crl-14942	164	53	between	between	ADP
crl-14942	164	54	service	service	NOUN
crl-14942	164	55	delivery	delivery	NOUN
crl-14942	164	56	and	and	CCONJ
crl-14942	164	57	external	external	ADJ
crl-14942	164	58	communications	communication	NOUN
crl-14942	164	59	relating	relate	VERB
crl-14942	164	60	to	to	ADP
crl-14942	164	61	it.22	it.22	NOUN
crl-14942	164	62	let	let	VERB
crl-14942	164	63	us	we	PRON
crl-14942	164	64	now	now	ADV
crl-14942	164	65	look	look	VERB
crl-14942	164	66	at	at	ADP
crl-14942	164	67	each	each	DET
crl-14942	164	68	gap	gap	NOUN
crl-14942	164	69	in	in	ADP
crl-14942	164	70	some	some	DET
crl-14942	164	71	detail	detail	NOUN
crl-14942	164	72	,	,	PUNCT
crl-14942	164	73	giving	give	VERB
crl-14942	164	74	special	special	ADJ
crl-14942	164	75	attention	attention	NOUN
crl-14942	164	76	to	to	ADP
crl-14942	164	77	the	the	DET
crl-14942	164	78	factors	factor	NOUN
crl-14942	164	79	responsible	responsible	ADJ
crl-14942	164	80	for	for	ADP
crl-14942	164	81	each	each	DET
crl-14942	164	82	gap	gap	NOUN
crl-14942	164	83	.	.	PUNCT
crl-14942	165	1	a	a	DET
crl-14942	165	2	later	later	ADV
crl-14942	165	3	sec40	sec40	PROPN
crl-14942	165	4	college	college	PROPN
crl-14942	165	5	&	&	CCONJ
crl-14942	165	6	research	research	PROPN
crl-14942	165	7	libraries	library	NOUN
crl-14942	165	8	tion	tion	NOUN
crl-14942	165	9	will	will	AUX
crl-14942	165	10	present	present	VERB
crl-14942	165	11	some	some	DET
crl-14942	165	12	remedies	remedy	NOUN
crl-14942	165	13	for	for	ADP
crl-14942	165	14	closing	close	VERB
crl-14942	165	15	the	the	DET
crl-14942	165	16	gaps	gap	NOUN
crl-14942	165	17	.	.	PUNCT
crl-14942	166	1	gap1	gap1	VERB
crl-14942	166	2	the	the	DET
crl-14942	166	3	first	first	ADJ
crl-14942	166	4	gap	gap	NOUN
crl-14942	166	5	,	,	PUNCT
crl-14942	166	6	between	between	ADP
crl-14942	166	7	customer	customer	NOUN
crl-14942	166	8	expectations	expectation	NOUN
crl-14942	166	9	and	and	CCONJ
crl-14942	166	10	management	management	NOUN
crl-14942	166	11	's	's	PART
crl-14942	166	12	perception	perception	NOUN
crl-14942	166	13	of	of	ADP
crl-14942	166	14	those	those	DET
crl-14942	166	15	expectations	expectation	NOUN
crl-14942	166	16	,	,	PUNCT
crl-14942	166	17	can	can	AUX
crl-14942	166	18	be	be	AUX
crl-14942	166	19	considered	consider	VERB
crl-14942	166	20	the	the	DET
crl-14942	166	21	most	most	ADV
crl-14942	166	22	basic	basic	ADJ
crl-14942	166	23	.	.	PUNCT
crl-14942	167	1	if	if	SCONJ
crl-14942	167	2	librarians	librarian	NOUN
crl-14942	167	3	inaccurately	inaccurately	ADV
crl-14942	167	4	gauge	gauge	VERB
crl-14942	167	5	the	the	DET
crl-14942	167	6	expectations	expectation	NOUN
crl-14942	167	7	of	of	ADP
crl-14942	167	8	students	student	NOUN
crl-14942	167	9	or	or	CCONJ
crl-14942	167	10	faculty	faculty	NOUN
crl-14942	167	11	,	,	PUNCT
crl-14942	167	12	it	it	PRON
crl-14942	167	13	becomes	become	VERB
crl-14942	167	14	virtually	virtually	ADV
crl-14942	167	15	impossible	impossible	ADJ
crl-14942	167	16	for	for	SCONJ
crl-14942	167	17	performance	performance	NOUN
crl-14942	167	18	to	to	PART
crl-14942	167	19	exceed	exceed	VERB
crl-14942	167	20	true	true	ADJ
crl-14942	167	21	customer	customer	NOUN
crl-14942	167	22	expectations	expectation	NOUN
crl-14942	167	23	,	,	PUNCT
crl-14942	167	24	and	and	CCONJ
crl-14942	167	25	it	it	PRON
crl-14942	167	26	will	will	AUX
crl-14942	167	27	be	be	AUX
crl-14942	167	28	quite	quite	ADV
crl-14942	167	29	likely	likely	ADJ
crl-14942	167	30	that	that	SCONJ
crl-14942	167	31	the	the	DET
crl-14942	167	32	overall	overall	ADJ
crl-14942	167	33	customer	customer	NOUN
crl-14942	167	34	satisfaction	satisfaction	NOUN
crl-14942	167	35	level	level	NOUN
crl-14942	167	36	will	will	AUX
crl-14942	167	37	be	be	AUX
crl-14942	167	38	lowered	lower	VERB
crl-14942	167	39	.	.	PUNCT
crl-14942	168	1	this	this	DET
crl-14942	168	2	gap	gap	NOUN
crl-14942	168	3	can	can	AUX
crl-14942	168	4	be	be	AUX
crl-14942	168	5	described	describe	VERB
crl-14942	168	6	as	as	ADP
crl-14942	168	7	stemming	stem	VERB
crl-14942	168	8	from	from	ADP
crl-14942	168	9	a	a	DET
crl-14942	168	10	lack	lack	NOUN
crl-14942	168	11	of	of	ADP
crl-14942	168	12	appropriate	appropriate	ADJ
crl-14942	168	13	interaction	interaction	NOUN
crl-14942	168	14	between	between	ADP
crl-14942	168	15	librarians	librarian	NOUN
crl-14942	168	16	and	and	CCONJ
crl-14942	168	17	students	student	NOUN
crl-14942	168	18	and	and	CCONJ
crl-14942	168	19	faculty	faculty	NOUN
crl-14942	168	20	.	.	PUNCT
crl-14942	169	1	while	while	SCONJ
crl-14942	169	2	librarians	librarian	NOUN
crl-14942	169	3	generally	generally	ADV
crl-14942	169	4	may	may	AUX
crl-14942	169	5	believe	believe	VERB
crl-14942	169	6	they	they	PRON
crl-14942	169	7	know	know	VERB
crl-14942	169	8	of	of	ADP
crl-14942	169	9	their	their	PRON
crl-14942	169	10	customers	customer	NOUN
crl-14942	169	11	'	'	PART
crl-14942	169	12	expectations	expectation	NOUN
crl-14942	169	13	and	and	CCONJ
crl-14942	169	14	opinions	opinion	NOUN
crl-14942	169	15	,	,	PUNCT
crl-14942	169	16	they	they	PRON
crl-14942	169	17	often	often	ADV
crl-14942	169	18	lack	lack	VERB
crl-14942	169	19	specific	specific	ADJ
crl-14942	169	20	data	datum	NOUN
crl-14942	169	21	to	to	PART
crl-14942	169	22	support	support	VERB
crl-14942	169	23	this	this	DET
crl-14942	169	24	belief	belief	NOUN
crl-14942	169	25	.	.	PUNCT
crl-14942	170	1	this	this	DET
crl-14942	170	2	gap	gap	NOUN
crl-14942	170	3	can	can	AUX
crl-14942	170	4	be	be	AUX
crl-14942	170	5	attributed	attribute	VERB
crl-14942	170	6	to	to	ADP
crl-14942	170	7	three	three	NUM
crl-14942	170	8	principal	principal	ADJ
crl-14942	170	9	factors	factor	NOUN
crl-14942	170	10	:	:	PUNCT
crl-14942	170	11	(	(	PUNCT
crl-14942	170	12	1	1	X
crl-14942	170	13	)	)	PUNCT
crl-14942	170	14	lack	lack	NOUN
crl-14942	170	15	of	of	ADP
crl-14942	170	16	extensive	extensive	ADJ
crl-14942	170	17	marketing	marketing	NOUN
crl-14942	170	18	research	research	NOUN
crl-14942	170	19	addressing	address	VERB
crl-14942	170	20	customer	customer	NOUN
crl-14942	170	21	needs	need	NOUN
crl-14942	170	22	and	and	CCONJ
crl-14942	170	23	expectations	expectation	NOUN
crl-14942	170	24	;	;	PUNCT
crl-14942	170	25	(	(	PUNCT
crl-14942	170	26	2	2	X
crl-14942	170	27	)	)	PUNCT
crl-14942	170	28	inadequate	inadequate	ADJ
crl-14942	170	29	(	(	PUNCT
crl-14942	170	30	whether	whether	SCONJ
crl-14942	170	31	lacking	lack	VERB
crl-14942	170	32	in	in	ADP
crl-14942	170	33	quantity	quantity	NOUN
crl-14942	170	34	or	or	CCONJ
crl-14942	170	35	frequency	frequency	NOUN
crl-14942	170	36	)	)	PUNCT
crl-14942	170	37	upward	upward	ADJ
crl-14942	170	38	communication	communication	NOUN
crl-14942	170	39	from	from	ADP
crl-14942	170	40	the	the	DET
crl-14942	170	41	front	front	ADJ
crl-14942	170	42	-	-	PUNCT
crl-14942	170	43	line	line	NOUN
crl-14942	170	44	service	service	NOUN
crl-14942	170	45	providers	provider	NOUN
crl-14942	170	46	at	at	ADP
crl-14942	170	47	the	the	DET
crl-14942	170	48	circulation	circulation	NOUN
crl-14942	170	49	,	,	PUNCT
crl-14942	170	50	information	information	NOUN
crl-14942	170	51	,	,	PUNCT
crl-14942	170	52	reference	reference	NOUN
crl-14942	170	53	,	,	PUNCT
crl-14942	170	54	and	and	CCONJ
crl-14942	170	55	other	other	ADJ
crl-14942	170	56	service	service	NOUN
crl-14942	170	57	desks	desk	NOUN
crl-14942	170	58	to	to	ADP
crl-14942	170	59	library	library	NOUN
crl-14942	170	60	administrators	administrator	NOUN
crl-14942	170	61	;	;	PUNCT
crl-14942	170	62	and	and	CCONJ
crl-14942	170	63	(	(	PUNCT
crl-14942	170	64	3	3	X
crl-14942	170	65	)	)	PUNCT
crl-14942	170	66	too	too	ADV
crl-14942	170	67	many	many	ADJ
crl-14942	170	68	levels	level	NOUN
crl-14942	170	69	of	of	ADP
crl-14942	170	70	administrators	administrator	NOUN
crl-14942	170	71	separating	separate	VERB
crl-14942	170	72	the	the	DET
crl-14942	170	73	staff	staff	NOUN
crl-14942	170	74	providing	provide	VERB
crl-14942	170	75	service	service	NOUN
crl-14942	170	76	from	from	ADP
crl-14942	170	77	top	top	ADJ
crl-14942	170	78	administrators	administrator	NOUN
crl-14942	170	79	.	.	PUNCT
crl-14942	171	1	for	for	ADP
crl-14942	171	2	many	many	ADJ
crl-14942	171	3	academic	academic	ADJ
crl-14942	171	4	libraries	library	NOUN
crl-14942	171	5	,	,	PUNCT
crl-14942	171	6	especially	especially	ADV
crl-14942	171	7	college	college	NOUN
crl-14942	171	8	libraries	library	NOUN
crl-14942	171	9	,	,	PUNCT
crl-14942	171	10	the	the	DET
crl-14942	171	11	organizational	organizational	ADJ
crl-14942	171	12	hierarchy	hierarchy	NOUN
crl-14942	171	13	is	be	AUX
crl-14942	171	14	not	not	PART
crl-14942	171	15	so	so	ADV
crl-14942	171	16	extensive	extensive	ADJ
crl-14942	171	17	as	as	SCONJ
crl-14942	171	18	to	to	PART
crl-14942	171	19	be	be	AUX
crl-14942	171	20	unduly	unduly	ADV
crl-14942	171	21	weighty	weighty	ADJ
crl-14942	171	22	.	.	PUNCT
crl-14942	172	1	however	however	ADV
crl-14942	172	2	,	,	PUNCT
crl-14942	172	3	there	there	PRON
crl-14942	172	4	may	may	AUX
crl-14942	172	5	be	be	AUX
crl-14942	172	6	wid	wid	NOUN
crl-14942	172	7	~	~	X
crl-14942	172	8	pread	pread	ADJ
crl-14942	172	9	reluctance	reluctance	NOUN
crl-14942	172	10	to	to	PART
crl-14942	172	11	undertake	undertake	VERB
crl-14942	172	12	,	,	PUNCT
crl-14942	172	13	with	with	ADP
crl-14942	172	14	some	some	DET
crl-14942	172	15	degree	degree	NOUN
crl-14942	172	16	of	of	ADP
crl-14942	172	17	frequency	frequency	NOUN
crl-14942	172	18	,	,	PUNCT
crl-14942	172	19	major	major	ADJ
crl-14942	172	20	efforts	effort	NOUN
crl-14942	172	21	at	at	ADP
crl-14942	172	22	obtaining	obtain	VERB
crl-14942	172	23	input	input	NOUN
crl-14942	172	24	from	from	ADP
crl-14942	172	25	and	and	CCONJ
crl-14942	172	26	information	information	NOUN
crl-14942	172	27	about	about	ADP
crl-14942	172	28	student	student	NOUN
crl-14942	172	29	and	and	CCONJ
crl-14942	172	30	faculty	faculty	NOUN
crl-14942	172	31	customers	customer	NOUN
crl-14942	172	32	.	.	PUNCT
crl-14942	173	1	academic	academic	ADJ
crl-14942	173	2	librarians	librarian	NOUN
crl-14942	173	3	frequently	frequently	ADV
crl-14942	173	4	make	make	VERB
crl-14942	173	5	the	the	DET
crl-14942	173	6	argument	argument	NOUN
crl-14942	173	7	that	that	SCONJ
crl-14942	173	8	customers	customer	NOUN
crl-14942	173	9	will	will	AUX
crl-14942	173	10	simply	simply	ADV
crl-14942	173	11	not	not	PART
crl-14942	173	12	tolerate	tolerate	VERB
crl-14942	173	13	surveys	survey	NOUN
crl-14942	173	14	,	,	PUNCT
crl-14942	173	15	interviews	interview	NOUN
crl-14942	173	16	,	,	PUNCT
crl-14942	173	17	focus	focus	NOUN
crl-14942	173	18	groups	group	NOUN
crl-14942	173	19	,	,	PUNCT
crl-14942	173	20	or	or	CCONJ
crl-14942	173	21	other	other	ADJ
crl-14942	173	22	like	like	ADP
crl-14942	173	23	demands	demand	NOUN
crl-14942	173	24	upon	upon	SCONJ
crl-14942	173	25	their	their	PRON
crl-14942	173	26	time	time	NOUN
crl-14942	173	27	.	.	PUNCT
crl-14942	174	1	they	they	PRON
crl-14942	174	2	also	also	ADV
crl-14942	174	3	maintain	maintain	VERB
crl-14942	174	4	that	that	SCONJ
crl-14942	174	5	they	they	PRON
crl-14942	174	6	already	already	ADV
crl-14942	174	7	know	know	VERB
crl-14942	174	8	what	what	PRON
crl-14942	174	9	their	their	PRON
crl-14942	174	10	customers	customer	NOUN
crl-14942	174	11	need	need	VERB
crl-14942	174	12	.	.	PUNCT
crl-14942	175	1	nevertheless	nevertheless	ADV
crl-14942	175	2	,	,	PUNCT
crl-14942	175	3	in	in	ADP
crl-14942	175	4	an	an	DET
crl-14942	175	5	imperfect	imperfect	ADJ
crl-14942	175	6	world	world	NOUN
crl-14942	175	7	,	,	PUNCT
crl-14942	175	8	other	other	ADJ
crl-14942	175	9	se.rvice	se.rvice	NOUN
crl-14942	175	10	providers	provider	NOUN
crl-14942	175	11	or	or	CCONJ
crl-14942	175	12	producers	producer	NOUN
crl-14942	175	13	of	of	ADP
crl-14942	175	14	goods	good	NOUN
crl-14942	175	15	have	have	AUX
crl-14942	175	16	benefitted	benefit	VERB
crl-14942	175	17	considerably	considerably	ADV
crl-14942	175	18	from	from	ADP
crl-14942	175	19	major	major	ADJ
crl-14942	175	20	marketing	marketing	NOUN
crl-14942	175	21	research	research	NOUN
crl-14942	175	22	efforts	effort	NOUN
crl-14942	175	23	,	,	PUNCT
crl-14942	175	24	and	and	CCONJ
crl-14942	175	25	there	there	PRON
crl-14942	175	26	is	be	VERB
crl-14942	175	27	no	no	DET
crl-14942	175	28	reason	reason	NOUN
crl-14942	175	29	why	why	SCONJ
crl-14942	175	30	the	the	DET
crl-14942	175	31	same	same	ADJ
crl-14942	175	32	should	should	AUX
crl-14942	175	33	not	not	PART
crl-14942	175	34	be	be	AUX
crl-14942	175	35	true	true	ADJ
crl-14942	175	36	for	for	ADP
crl-14942	175	37	academic	academic	ADJ
crl-14942	175	38	libraries	library	NOUN
crl-14942	175	39	.	.	PUNCT
crl-14942	176	1	concerning	concern	VERB
crl-14942	176	2	the	the	DET
crl-14942	176	3	second	second	ADJ
crl-14942	176	4	factor	factor	NOUN
crl-14942	176	5	of	of	ADP
crl-14942	176	6	upward	upward	ADJ
crl-14942	176	7	communication	communication	NOUN
crl-14942	176	8	,	,	PUNCT
crl-14942	176	9	january	january	PROPN
crl-14942	176	10	1995	1995	NUM
crl-14942	176	11	our	our	PRON
crl-14942	176	12	experience	experience	NOUN
crl-14942	176	13	has	have	AUX
crl-14942	176	14	been	be	AUX
crl-14942	176	15	that	that	SCONJ
crl-14942	176	16	while	while	SCONJ
crl-14942	176	17	service	service	NOUN
crl-14942	176	18	providers	provider	NOUN
crl-14942	176	19	are	be	AUX
crl-14942	176	20	often	often	ADV
crl-14942	176	21	eager	eager	ADJ
crl-14942	176	22	to	to	PART
crl-14942	176	23	forward	forward	VERB
crl-14942	176	24	customer	customer	NOUN
crl-14942	176	25	input	input	NOUN
crl-14942	176	26	or	or	CCONJ
crl-14942	176	27	customer	customer	NOUN
crl-14942	176	28	-	-	PUNCT
crl-14942	176	29	related	relate	VERB
crl-14942	176	30	information	information	NOUN
crl-14942	176	31	to	to	ADP
crl-14942	176	32	top	top	ADJ
crl-14942	176	33	management	management	NOUN
crl-14942	176	34	,	,	PUNCT
crl-14942	176	35	they	they	PRON
crl-14942	176	36	too	too	ADV
crl-14942	176	37	frequently	frequently	ADV
crl-14942	176	38	have	have	AUX
crl-14942	176	39	been	be	AUX
crl-14942	176	40	given	give	VERB
crl-14942	176	41	the	the	DET
crl-14942	176	42	message	message	NOUN
crl-14942	176	43	that	that	PRON
crl-14942	176	44	such	such	ADJ
crl-14942	176	45	information	information	NOUN
crl-14942	176	46	is	be	AUX
crl-14942	176	47	neither	neither	CCONJ
crl-14942	176	48	valued	value	VERB
crl-14942	176	49	nor	nor	CCONJ
crl-14942	176	50	welcome	welcome	ADJ
crl-14942	176	51	.	.	PUNCT
crl-14942	177	1	gap2	gap2	VERB
crl-14942	177	2	the	the	DET
crl-14942	177	3	second	second	ADJ
crl-14942	177	4	gap	gap	NOUN
crl-14942	177	5	technically	technically	ADV
crl-14942	177	6	is	be	AUX
crl-14942	177	7	described	describe	VERB
crl-14942	177	8	as	as	ADP
crl-14942	177	9	existing	exist	VERB
crl-14942	177	10	between	between	ADP
crl-14942	177	11	service	service	NOUN
crl-14942	177	12	quality	quality	NOUN
crl-14942	177	13	standards	standard	NOUN
crl-14942	177	14	and	and	CCONJ
crl-14942	177	15	management	management	NOUN
crl-14942	177	16	's	's	PART
crl-14942	177	17	perception	perception	NOUN
crl-14942	177	18	of	of	ADP
crl-14942	177	19	customer	customer	NOUN
crl-14942	177	20	expectations	expectation	NOUN
crl-14942	177	21	.	.	PUNCT
crl-14942	178	1	in	in	ADP
crl-14942	178	2	layperson	layperson	PROPN
crl-14942	178	3	's	's	PART
crl-14942	178	4	terms	term	NOUN
crl-14942	178	5	,	,	PUNCT
crl-14942	178	6	however	however	ADV
crl-14942	178	7	,	,	PUNCT
crl-14942	178	8	it	it	PRON
crl-14942	178	9	is	be	AUX
crl-14942	178	10	simply	simply	ADV
crl-14942	178	11	defined	define	VERB
crl-14942	178	12	as	as	ADP
crl-14942	178	13	the	the	DET
crl-14942	178	14	gap	gap	NOUN
crl-14942	178	15	that	that	PRON
crl-14942	178	16	results	result	VERB
crl-14942	178	17	when	when	SCONJ
crl-14942	178	18	an	an	DET
crl-14942	178	19	organization	organization	NOUN
crl-14942	178	20	establishes	establish	VERB
crl-14942	178	21	the	the	DET
crl-14942	178	22	wrong	wrong	ADJ
crl-14942	178	23	service	service	NOUN
crl-14942	178	24	standards	standard	NOUN
crl-14942	178	25	,	,	PUNCT
crl-14942	178	26	that	that	ADV
crl-14942	178	27	is	is	ADV
crl-14942	178	28	,	,	PUNCT
crl-14942	178	29	service	service	NOUN
crl-14942	178	30	standards	standard	NOUN
crl-14942	178	31	that	that	PRON
crl-14942	178	32	do	do	AUX
crl-14942	178	33	not	not	PART
crl-14942	178	34	accurately	accurately	ADV
crl-14942	178	35	or	or	CCONJ
crl-14942	178	36	consistently	consistently	ADV
crl-14942	178	37	reflect	reflect	VERB
crl-14942	178	38	customer	customer	NOUN
crl-14942	178	39	expectations	expectation	NOUN
crl-14942	178	40	.	.	PUNCT
crl-14942	179	1	zeithaml	zeithaml	PROPN
crl-14942	179	2	et	et	PROPN
crl-14942	179	3	al	al	PROPN
crl-14942	179	4	.	.	PROPN
crl-14942	180	1	cite	cite	VERB
crl-14942	180	2	four	four	NUM
crl-14942	180	3	reasons	reason	NOUN
crl-14942	180	4	for	for	ADP
crl-14942	180	5	the	the	DET
crl-14942	180	6	second	second	ADJ
crl-14942	180	7	gap	gap	NOUN
crl-14942	180	8	:	:	PUNCT
crl-14942	180	9	(	(	PUNCT
crl-14942	180	10	1	1	X
crl-14942	180	11	)	)	PUNCT
crl-14942	180	12	inadequate	inadequate	ADJ
crl-14942	180	13	commitment	commitment	NOUN
crl-14942	180	14	to	to	ADP
crl-14942	180	15	service	service	NOUN
crl-14942	180	16	quality	quality	NOUN
crl-14942	180	17	;	;	PUNCT
crl-14942	180	18	(	(	PUNCT
crl-14942	180	19	2	2	X
crl-14942	180	20	)	)	PUNCT
crl-14942	180	21	a	a	DET
crl-14942	180	22	lack	lack	NOUN
crl-14942	180	23	of	of	ADP
crl-14942	180	24	perception	perception	NOUN
crl-14942	180	25	of	of	ADP
crl-14942	180	26	feasibility	feasibility	NOUN
crl-14942	180	27	;	;	PUNCT
crl-14942	180	28	(	(	PUNCT
crl-14942	180	29	3	3	X
crl-14942	180	30	)	)	PUNCT
crl-14942	180	31	the	the	DET
crl-14942	180	32	infrequent	infrequent	ADJ
crl-14942	180	33	or	or	CCONJ
crl-14942	180	34	too	too	ADV
crl-14942	180	35	limited	limited	ADJ
crl-14942	180	36	use	use	NOUN
crl-14942	180	37	of	of	ADP
crl-14942	180	38	technology	technology	NOUN
crl-14942	180	39	to	to	PART
crl-14942	180	40	standardize	standardize	VERB
crl-14942	180	41	various	various	ADJ
crl-14942	180	42	service	service	NOUN
crl-14942	180	43	tasks	task	NOUN
crl-14942	180	44	so	so	SCONJ
crl-14942	180	45	that	that	SCONJ
crl-14942	180	46	library	library	ADJ
crl-14942	180	47	staff	staff	NOUN
crl-14942	180	48	can	can	AUX
crl-14942	180	49	guarantee	guarantee	VERB
crl-14942	180	50	to	to	ADP
crl-14942	180	51	students	student	NOUN
crl-14942	180	52	and	and	CCONJ
crl-14942	180	53	faculty	faculty	NOUN
crl-14942	180	54	that	that	SCONJ
crl-14942	180	55	they	they	PRON
crl-14942	180	56	will	will	AUX
crl-14942	180	57	provide	provide	VERB
crl-14942	180	58	consistent	consistent	ADJ
crl-14942	180	59	quality	quality	NOUN
crl-14942	180	60	service	service	NOUN
crl-14942	180	61	;	;	PUNCT
crl-14942	180	62	and	and	CCONJ
crl-14942	180	63	(	(	PUNCT
crl-14942	180	64	4	4	X
crl-14942	180	65	)	)	PUNCT
crl-14942	180	66	the	the	DET
crl-14942	180	67	absence	absence	NOUN
crl-14942	180	68	of	of	ADP
crl-14942	180	69	goals	goal	NOUN
crl-14942	180	70	that	that	PRON
crl-14942	180	71	are	be	AUX
crl-14942	180	72	directly	directly	ADV
crl-14942	180	73	related	relate	VERB
crl-14942	180	74	to	to	ADP
crl-14942	180	75	or	or	CCONJ
crl-14942	180	76	based	base	VERB
crl-14942	180	77	on	on	ADP
crl-14942	180	78	customer	customer	NOUN
crl-14942	180	79	standards	standard	NOUN
crl-14942	180	80	and	and	CCONJ
crl-14942	180	81	expectations	expectation	NOUN
crl-14942	180	82	.	.	PUNCT
crl-14942	181	1	academic	academic	ADJ
crl-14942	181	2	librarians	librarian	NOUN
crl-14942	181	3	have	have	AUX
crl-14942	181	4	long	long	ADV
crl-14942	181	5	expressed	express	VERB
crl-14942	181	6	at	at	ADP
crl-14942	181	7	least	least	ADJ
crl-14942	181	8	a	a	DET
crl-14942	181	9	verbal	verbal	ADJ
crl-14942	181	10	commitment	commitment	NOUN
crl-14942	181	11	to	to	ADP
crl-14942	181	12	service	service	NOUN
crl-14942	181	13	quality	quality	NOUN
crl-14942	181	14	.	.	PUNCT
crl-14942	182	1	however	however	ADV
crl-14942	182	2	,	,	PUNCT
crl-14942	182	3	each	each	DET
crl-14942	182	4	librarian	librarian	NOUN
crl-14942	182	5	needs	need	VERB
crl-14942	182	6	to	to	PART
crl-14942	182	7	reflect	reflect	VERB
crl-14942	182	8	upon	upon	SCONJ
crl-14942	182	9	the	the	DET
crl-14942	182	10	degree	degree	NOUN
crl-14942	182	11	to	to	PART
crl-14942	182	12	which	which	PRON
crl-14942	182	13	this	this	DET
crl-14942	182	14	verbal	verbal	ADJ
crl-14942	182	15	commitment	commitment	NOUN
crl-14942	182	16	is	be	AUX
crl-14942	182	17	actually	actually	ADV
crl-14942	182	18	translated	translate	VERB
crl-14942	182	19	into	into	ADP
crl-14942	182	20	actions	action	NOUN
crl-14942	182	21	or	or	CCONJ
crl-14942	182	22	behaviors	behavior	NOUN
crl-14942	182	23	.	.	PUNCT
crl-14942	183	1	likewise	likewise	ADV
crl-14942	183	2	,	,	PUNCT
crl-14942	183	3	academic	academic	ADJ
crl-14942	183	4	libraries	library	NOUN
crl-14942	183	5	,	,	PUNCT
crl-14942	183	6	especially	especially	ADV
crl-14942	183	7	research	research	NOUN
crl-14942	183	8	libraries	library	NOUN
crl-14942	183	9	,	,	PUNCT
crl-14942	183	10	have	have	AUX
crl-14942	183	11	played	play	VERB
crl-14942	183	12	a	a	DET
crl-14942	183	13	leadership	leadership	NOUN
crl-14942	183	14	role	role	NOUN
crl-14942	183	15	in	in	ADP
crl-14942	183	16	using	use	VERB
crl-14942	183	17	technology	technology	NOUN
crl-14942	183	18	to	to	PART
crl-14942	183	19	standardize	standardize	VERB
crl-14942	183	20	service	service	NOUN
crl-14942	183	21	tasks	task	NOUN
crl-14942	183	22	.	.	PUNCT
crl-14942	184	1	nevertheless	nevertheless	ADV
crl-14942	184	2	,	,	PUNCT
crl-14942	184	3	librarians	librarian	NOUN
crl-14942	184	4	need	need	VERB
crl-14942	184	5	to	to	PART
crl-14942	184	6	remember	remember	VERB
crl-14942	184	7	the	the	DET
crl-14942	184	8	customer	customer	NOUN
crl-14942	184	9	and	and	CCONJ
crl-14942	184	10	service	service	NOUN
crl-14942	184	11	elements	element	NOUN
crl-14942	184	12	when	when	SCONJ
crl-14942	184	13	implementing	implement	VERB
crl-14942	184	14	technology	technology	NOUN
crl-14942	184	15	initiatives	initiative	NOUN
crl-14942	184	16	.	.	PUNCT
crl-14942	185	1	significant	significant	ADJ
crl-14942	185	2	service	service	NOUN
crl-14942	185	3	enhancements	enhancement	NOUN
crl-14942	185	4	that	that	PRON
crl-14942	185	5	result	result	VERB
crl-14942	185	6	from	from	ADP
crl-14942	185	7	the	the	DET
crl-14942	185	8	total	total	ADJ
crl-14942	185	9	quality	quality	NOUN
crl-14942	185	10	management	management	NOUN
crl-14942	185	11	initiatives	initiative	NOUN
crl-14942	185	12	currently	currently	ADV
crl-14942	185	13	so	so	ADV
crl-14942	185	14	prevalent	prevalent	ADJ
crl-14942	185	15	among	among	ADP
crl-14942	185	16	academic	academic	ADJ
crl-14942	185	17	libraries	library	NOUN
crl-14942	185	18	definitely	definitely	ADV
crl-14942	185	19	should	should	AUX
crl-14942	185	20	improve	improve	VERB
crl-14942	185	21	this	this	DET
crl-14942	185	22	situation	situation	NOUN
crl-14942	185	23	.	.	PUNCT
crl-14942	186	1	these	these	DET
crl-14942	186	2	projects	project	NOUN
crl-14942	186	3	should	should	AUX
crl-14942	186	4	also	also	ADV
crl-14942	186	5	improve	improve	VERB
crl-14942	186	6	academic	academic	ADJ
crl-14942	186	7	librarians	librarian	NOUN
crl-14942	186	8	'	'	PART
crl-14942	186	9	records	record	NOUN
crl-14942	186	10	of	of	ADP
crl-14942	186	11	setting	set	VERB
crl-14942	186	12	goals	goal	NOUN
crl-14942	186	13	that	that	PRON
crl-14942	186	14	are	be	AUX
crl-14942	186	15	customer	customer	NOUN
crl-14942	186	16	-	-	PUNCT
crl-14942	186	17	ori	ori	NOUN
crl-14942	186	18	~	~	NOUN
crl-14942	186	19	nted	nted	ADJ
crl-14942	186	20	.	.	PUNCT
crl-14942	187	1	gap3	gap3	NOUN
crl-14942	187	2	total	total	ADJ
crl-14942	187	3	quality	quality	NOUN
crl-14942	187	4	management	management	NOUN
crl-14942	187	5	also	also	ADV
crl-14942	187	6	should	should	AUX
crl-14942	187	7	be	be	AUX
crl-14942	187	8	beneficial	beneficial	ADJ
crl-14942	187	9	for	for	ADP
crl-14942	187	10	narrowing	narrow	VERB
crl-14942	187	11	the	the	DET
crl-14942	187	12	gap	gap	NOUN
crl-14942	187	13	between	between	ADP
crl-14942	187	14	actual	actual	ADJ
crl-14942	187	15	service	service	NOUN
crl-14942	187	16	delivery	delivery	NOUN
crl-14942	187	17	and	and	CCONJ
crl-14942	187	18	service	service	NOUN
crl-14942	187	19	specifications	specification	NOUN
crl-14942	187	20	or	or	CCONJ
crl-14942	187	21	standards	standard	NOUN
crl-14942	187	22	.	.	PUNCT
crl-14942	188	1	this	this	DET
crl-14942	188	2	gap	gap	NOUN
crl-14942	188	3	relates	relate	VERB
crl-14942	188	4	most	most	ADV
crl-14942	188	5	directly	directly	ADV
crl-14942	188	6	to	to	ADP
crl-14942	188	7	library	library	ADJ
crl-14942	188	8	staff	staff	NOUN
crl-14942	188	9	as	as	ADP
crl-14942	188	10	service	service	NOUN
crl-14942	188	11	providers	provider	NOUN
crl-14942	188	12	-	-	PUNCT
crl-14942	188	13	their	their	PRON
crl-14942	188	14	training	training	NOUN
crl-14942	188	15	,	,	PUNCT
crl-14942	188	16	motivation	motivation	NOUN
crl-14942	188	17	,	,	PUNCT
crl-14942	188	18	abilities	ability	NOUN
crl-14942	188	19	,	,	PUNCT
crl-14942	188	20	and	and	CCONJ
crl-14942	188	21	attitudes	attitude	NOUN
crl-14942	188	22	.	.	PUNCT
crl-14942	189	1	a	a	DET
crl-14942	189	2	number	number	NOUN
crl-14942	189	3	of	of	ADP
crl-14942	189	4	factors	factor	NOUN
crl-14942	189	5	could	could	AUX
crl-14942	189	6	be	be	AUX
crl-14942	189	7	responsible	responsible	ADJ
crl-14942	189	8	for	for	ADP
crl-14942	189	9	this	this	DET
crl-14942	189	10	gap	gap	NOUN
crl-14942	189	11	.	.	PUNCT
crl-14942	190	1	key	key	NOUN
crl-14942	190	2	among	among	ADP
crl-14942	190	3	them	they	PRON
crl-14942	190	4	are	be	AUX
crl-14942	190	5	:	:	PUNCT
crl-14942	190	6	(	(	PUNCT
crl-14942	190	7	1	1	X
crl-14942	190	8	)	)	PUNCT
crl-14942	190	9	employee	employee	NOUN
crl-14942	190	10	role	role	NOUN
crl-14942	190	11	ambiguity	ambiguity	NOUN
crl-14942	190	12	which	which	PRON
crl-14942	190	13	includes	include	VERB
crl-14942	190	14	uncertainty	uncertainty	NOUN
crl-14942	190	15	about	about	ADP
crl-14942	190	16	what	what	PRON
crl-14942	190	17	library	library	NOUN
crl-14942	190	18	supervisors	supervisor	NOUN
crl-14942	190	19	or	or	CCONJ
crl-14942	190	20	managers	manager	NOUN
crl-14942	190	21	expect	expect	VERB
crl-14942	190	22	from	from	ADP
crl-14942	190	23	staff	staff	NOUN
crl-14942	190	24	in	in	ADP
crl-14942	190	25	direct	direct	ADJ
crl-14942	190	26	service	service	NOUN
crl-14942	190	27	positions	position	NOUN
crl-14942	190	28	as	as	ADV
crl-14942	190	29	well	well	ADV
crl-14942	190	30	as	as	ADP
crl-14942	190	31	a	a	DET
crl-14942	190	32	lack	lack	NOUN
crl-14942	190	33	of	of	ADP
crl-14942	190	34	information	information	NOUN
crl-14942	190	35	needed	need	VERB
crl-14942	190	36	to	to	PART
crl-14942	190	37	perform	perform	VERB
crl-14942	190	38	the	the	DET
crl-14942	190	39	job	job	NOUN
crl-14942	190	40	adequately	adequately	ADV
crl-14942	190	41	;	;	PUNCT
crl-14942	190	42	(	(	PUNCT
crl-14942	190	43	2	2	X
crl-14942	190	44	)	)	PUNCT
crl-14942	190	45	a	a	DET
crl-14942	190	46	poor	poor	ADJ
crl-14942	190	47	employee	employee	NOUN
crl-14942	190	48	job	job	NOUN
crl-14942	190	49	fit	fit	ADJ
crl-14942	190	50	because	because	SCONJ
crl-14942	190	51	of	of	ADP
crl-14942	190	52	a	a	DET
crl-14942	190	53	lack	lack	NOUN
crl-14942	190	54	of	of	ADP
crl-14942	190	55	training	training	NOUN
crl-14942	190	56	or	or	CCONJ
crl-14942	190	57	skills	skill	NOUN
crl-14942	190	58	needed	need	VERB
crl-14942	190	59	to	to	PART
crl-14942	190	60	perform	perform	VERB
crl-14942	190	61	the	the	DET
crl-14942	190	62	job	job	NOUN
crl-14942	190	63	combined	combine	VERB
crl-14942	190	64	with	with	ADP
crl-14942	190	65	the	the	DET
crl-14942	190	66	use	use	NOUN
crl-14942	190	67	of	of	ADP
crl-14942	190	68	inappropriate	inappropriate	ADJ
crl-14942	190	69	tools	tool	NOUN
crl-14942	190	70	or	or	CCONJ
crl-14942	190	71	technology	technology	NOUN
crl-14942	190	72	;	;	PUNCT
crl-14942	190	73	(	(	PUNCT
crl-14942	190	74	3	3	X
crl-14942	190	75	)	)	PUNCT
crl-14942	190	76	a	a	DET
crl-14942	190	77	major	major	ADJ
crl-14942	190	78	role	role	NOUN
crl-14942	190	79	conflict	conflict	NOUN
crl-14942	190	80	for	for	ADP
crl-14942	190	81	staff	staff	NOUN
crl-14942	190	82	who	who	PRON
crl-14942	190	83	perceive	perceive	VERB
crl-14942	190	84	that	that	SCONJ
crl-14942	190	85	they	they	PRON
crl-14942	190	86	are	be	AUX
crl-14942	190	87	unable	unable	ADJ
crl-14942	190	88	to	to	PART
crl-14942	190	89	satisfy	satisfy	VERB
crl-14942	190	90	all	all	PRON
crl-14942	190	91	of	of	ADP
crl-14942	190	92	the	the	DET
crl-14942	190	93	demands	demand	NOUN
crl-14942	190	94	of	of	ADP
crl-14942	190	95	their	their	PRON
crl-14942	190	96	internal	internal	ADJ
crl-14942	190	97	and	and	CCONJ
crl-14942	190	98	external	external	ADJ
crl-14942	190	99	customers	customer	NOUN
crl-14942	190	100	;	;	PUNCT
crl-14942	190	101	and	and	CCONJ
crl-14942	190	102	(	(	PUNCT
crl-14942	190	103	4	4	X
crl-14942	190	104	)	)	PUNCT
crl-14942	190	105	a	a	DET
crl-14942	190	106	supervisory	supervisory	ADJ
crl-14942	190	107	or	or	CCONJ
crl-14942	190	108	management	management	NOUN
crl-14942	190	109	system	system	NOUN
crl-14942	190	110	that	that	PRON
crl-14942	190	111	focuses	focus	VERB
crl-14942	190	112	solely	solely	ADV
crl-14942	190	113	on	on	ADP
crl-14942	190	114	output	output	NOUN
crl-14942	190	115	,	,	PUNCT
crl-14942	190	116	that	that	PRON
crl-14942	190	117	allows	allow	VERB
crl-14942	190	118	staff	staff	NOUN
crl-14942	190	119	few	few	ADJ
crl-14942	190	120	options	option	NOUN
crl-14942	190	121	or	or	CCONJ
crl-14942	190	122	too	too	ADV
crl-14942	190	123	little	little	ADJ
crl-14942	190	124	flexibility	flexibility	NOUN
crl-14942	190	125	in	in	ADP
crl-14942	190	126	resolving	resolve	VERB
crl-14942	190	127	service	service	NOUN
crl-14942	190	128	problems	problem	NOUN
crl-14942	190	129	,	,	PUNCT
crl-14942	190	130	and	and	CCONJ
crl-14942	190	131	that	that	PRON
crl-14942	190	132	does	do	AUX
crl-14942	190	133	not	not	PART
crl-14942	190	134	convey	convey	VERB
crl-14942	190	135	the	the	DET
crl-14942	190	136	sense	sense	NOUN
crl-14942	190	137	that	that	SCONJ
crl-14942	190	138	management	management	NOUN
crl-14942	190	139	truly	truly	ADV
crl-14942	190	140	cares	care	VERB
crl-14942	190	141	about	about	ADP
crl-14942	190	142	staff	staff	NOUN
crl-14942	190	143	.	.	PUNCT
crl-14942	191	1	there	there	PRON
crl-14942	191	2	is	be	VERB
crl-14942	191	3	generally	generally	ADV
crl-14942	191	4	ample	ample	ADJ
crl-14942	191	5	room	room	NOUN
crl-14942	191	6	for	for	SCONJ
crl-14942	191	7	academic	academic	ADJ
crl-14942	191	8	library	library	NOUN
crl-14942	191	9	management	management	NOUN
crl-14942	191	10	to	to	PART
crl-14942	191	11	improve	improve	VERB
crl-14942	191	12	upon	upon	SCONJ
crl-14942	191	13	situations	situation	NOUN
crl-14942	191	14	characterized	characterize	VERB
crl-14942	191	15	by	by	ADP
crl-14942	191	16	views	view	NOUN
crl-14942	191	17	of	of	ADP
crl-14942	191	18	staff	staff	NOUN
crl-14942	191	19	as	as	ADP
crl-14942	191	20	tools	tool	NOUN
crl-14942	191	21	or	or	CCONJ
crl-14942	191	22	agents	agent	NOUN
crl-14942	191	23	of	of	ADP
crl-14942	191	24	production	production	NOUN
crl-14942	191	25	who	who	PRON
crl-14942	191	26	can	can	AUX
crl-14942	191	27	not	not	PART
crl-14942	191	28	be	be	AUX
crl-14942	191	29	entrusted	entrust	VERB
crl-14942	191	30	with	with	ADP
crl-14942	191	31	a	a	DET
crl-14942	191	32	reasonable	reasonable	ADJ
crl-14942	191	33	degree	degree	NOUN
crl-14942	191	34	of	of	ADP
crl-14942	191	35	decision	decision	NOUN
crl-14942	191	36	-	-	PUNCT
crl-14942	191	37	making	make	VERB
crl-14942	191	38	responsibility	responsibility	NOUN
crl-14942	191	39	and	and	CCONJ
crl-14942	191	40	authority	authority	NOUN
crl-14942	191	41	.	.	PUNCT
crl-14942	192	1	likewise	likewise	ADV
crl-14942	192	2	,	,	PUNCT
crl-14942	192	3	library	library	NOUN
crl-14942	192	4	managers	manager	NOUN
crl-14942	192	5	need	need	VERB
crl-14942	192	6	to	to	PART
crl-14942	192	7	ensure	ensure	VERB
crl-14942	192	8	that	that	SCONJ
crl-14942	192	9	they	they	PRON
crl-14942	192	10	provide	provide	VERB
crl-14942	192	11	staff	staff	NOUN
crl-14942	192	12	with	with	ADP
crl-14942	192	13	the	the	DET
crl-14942	192	14	full	full	ADJ
crl-14942	192	15	range	range	NOUN
crl-14942	192	16	of	of	ADP
crl-14942	192	17	resources	resource	NOUN
crl-14942	192	18	,	,	PUNCT
crl-14942	192	19	including	include	VERB
crl-14942	192	20	the	the	DET
crl-14942	192	21	necessary	necessary	ADJ
crl-14942	192	22	training	training	NOUN
crl-14942	192	23	,	,	PUNCT
crl-14942	192	24	that	that	DET
crl-14942	192	25	staff	staff	NOUN
crl-14942	192	26	need	need	VERB
crl-14942	192	27	to	to	PART
crl-14942	192	28	carry	carry	VERB
crl-14942	192	29	out	out	ADP
crl-14942	192	30	their	their	PRON
crl-14942	192	31	responsibilities	responsibility	NOUN
crl-14942	192	32	and	and	CCONJ
crl-14942	192	33	provide	provide	VERB
crl-14942	192	34	the	the	DET
crl-14942	192	35	level	level	NOUN
crl-14942	192	36	of	of	ADP
crl-14942	192	37	service	service	NOUN
crl-14942	192	38	that	that	PRON
crl-14942	192	39	students	student	NOUN
crl-14942	192	40	and	and	CCONJ
crl-14942	192	41	faculty	faculty	NOUN
crl-14942	192	42	have	have	VERB
crl-14942	192	43	a	a	DET
crl-14942	192	44	right	right	NOUN
crl-14942	192	45	to	to	PART
crl-14942	192	46	expect	expect	VERB
crl-14942	192	47	.	.	PUNCT
crl-14942	193	1	gap4	gap4	VERB
crl-14942	193	2	the	the	DET
crl-14942	193	3	last	last	ADJ
crl-14942	193	4	gap	gap	NOUN
crl-14942	193	5	,	,	PUNCT
crl-14942	193	6	officially	officially	ADV
crl-14942	193	7	described	describe	VERB
crl-14942	193	8	as	as	ADP
crl-14942	193	9	the	the	DET
crl-14942	193	10	gap	gap	NOUN
crl-14942	193	11	between	between	ADP
crl-14942	193	12	service	service	NOUN
crl-14942	193	13	delivery	delivery	NOUN
crl-14942	193	14	and	and	CCONJ
crl-14942	193	15	external	external	ADJ
crl-14942	193	16	communications	communication	NOUN
crl-14942	193	17	relating	relate	VERB
crl-14942	193	18	to	to	ADP
crl-14942	193	19	it	it	PRON
crl-14942	193	20	,	,	PUNCT
crl-14942	193	21	can	can	AUX
crl-14942	193	22	be	be	AUX
crl-14942	193	23	rephrased	rephrase	VERB
crl-14942	193	24	as	as	ADP
crl-14942	193	25	the	the	DET
crl-14942	193	26	situation	situation	NOUN
crl-14942	193	27	that	that	PRON
crl-14942	193	28	exists	exist	VERB
crl-14942	193	29	when	when	SCONJ
crl-14942	193	30	promises	promise	NOUN
crl-14942	193	31	do	do	AUX
crl-14942	193	32	n't	not	PART
crl-14942	193	33	match	match	VERB
crl-14942	193	34	delivery	delivery	NOUN
crl-14942	193	35	.	.	PUNCT
crl-14942	194	1	factors	factor	NOUN
crl-14942	194	2	contributing	contribute	VERB
crl-14942	194	3	to	to	ADP
crl-14942	194	4	this	this	DET
crl-14942	194	5	gap	gap	NOUN
crl-14942	194	6	include	include	VERB
crl-14942	194	7	a	a	DET
crl-14942	194	8	propensity	propensity	NOUN
crl-14942	194	9	to	to	PART
crl-14942	194	10	overpromise	overpromise	VERB
crl-14942	194	11	in	in	ADP
crl-14942	194	12	terms	term	NOUN
crl-14942	194	13	of	of	ADP
crl-14942	194	14	service	service	NOUN
crl-14942	194	15	delivery	delivery	NOUN
crl-14942	194	16	and	and	CCONJ
crl-14942	194	17	inadequate	inadequate	ADJ
crl-14942	194	18	horizontal	horizontal	ADJ
crl-14942	194	19	communication	communication	NOUN
crl-14942	194	20	.	.	PUNCT
crl-14942	195	1	a	a	DET
crl-14942	195	2	prime	prime	ADJ
crl-14942	195	3	example	example	NOUN
crl-14942	195	4	of	of	ADP
crl-14942	195	5	the	the	DET
crl-14942	195	6	former	former	ADJ
crl-14942	195	7	factor	factor	NOUN
crl-14942	195	8	involves	involve	VERB
crl-14942	195	9	automated	automate	VERB
crl-14942	195	10	,	,	PUNCT
crl-14942	195	11	integrated	integrate	VERB
crl-14942	195	12	systems	system	NOUN
crl-14942	195	13	featuring	feature	VERB
crl-14942	195	14	online	online	ADJ
crl-14942	195	15	public	public	ADJ
crl-14942	195	16	access	access	NOUN
crl-14942	195	17	catalogs	catalog	NOUN
crl-14942	195	18	.	.	PUNCT
crl-14942	196	1	academic	academic	ADJ
crl-14942	196	2	librarians	librarian	NOUN
crl-14942	196	3	quite	quite	ADV
crl-14942	196	4	understandably	understandably	ADV
crl-14942	196	5	promote	promote	VERB
crl-14942	196	6	the	the	DET
crl-14942	196	7	nucustomer	nucustomer	ADJ
crl-14942	196	8	expectations	expectation	NOUN
crl-14942	196	9	41	41	NUM
crl-14942	196	10	merous	merous	ADJ
crl-14942	196	11	benefits	benefit	NOUN
crl-14942	196	12	of	of	ADP
crl-14942	196	13	such	such	ADJ
crl-14942	196	14	systems	system	NOUN
crl-14942	196	15	to	to	ADP
crl-14942	196	16	students	student	NOUN
crl-14942	196	17	,	,	PUNCT
crl-14942	196	18	faculty	faculty	NOUN
crl-14942	196	19	,	,	PUNCT
crl-14942	196	20	and	and	CCONJ
crl-14942	196	21	other	other	ADJ
crl-14942	196	22	library	library	NOUN
crl-14942	196	23	customers	customer	NOUN
crl-14942	196	24	.	.	PUNCT
crl-14942	197	1	yet	yet	ADV
crl-14942	197	2	,	,	PUNCT
crl-14942	197	3	especially	especially	ADV
crl-14942	197	4	when	when	SCONJ
crl-14942	197	5	these	these	DET
crl-14942	197	6	systems	system	NOUN
crl-14942	197	7	are	be	AUX
crl-14942	197	8	first	first	ADV
crl-14942	197	9	brought	bring	VERB
crl-14942	197	10	up	up	ADP
crl-14942	197	11	,	,	PUNCT
crl-14942	197	12	their	their	PRON
crl-14942	197	13	operational	operational	ADJ
crl-14942	197	14	failure	failure	NOUN
crl-14942	197	15	because	because	SCONJ
crl-14942	197	16	of	of	ADP
crl-14942	197	17	circumstances	circumstance	NOUN
crl-14942	197	18	generally	generally	ADV
crl-14942	197	19	beyond	beyond	ADP
crl-14942	197	20	the	the	DET
crl-14942	197	21	control	control	NOUN
crl-14942	197	22	of	of	ADP
crl-14942	197	23	library	library	ADJ
crl-14942	197	24	staff	staff	NOUN
crl-14942	197	25	prevents	prevent	VERB
crl-14942	197	26	libraries	library	NOUN
crl-14942	197	27	from	from	ADP
crl-14942	197	28	delivering	deliver	VERB
crl-14942	197	29	what	what	PRON
crl-14942	197	30	has	have	AUX
crl-14942	197	31	been	be	AUX
crl-14942	197	32	promised	promise	VERB
crl-14942	197	33	,	,	PUNCT
crl-14942	197	34	whether	whether	SCONJ
crl-14942	197	35	explicitly	explicitly	ADV
crl-14942	197	36	or	or	CCONJ
crl-14942	197	37	implicitly	implicitly	ADV
crl-14942	197	38	.	.	PUNCT
crl-14942	198	1	likewise	likewise	ADV
crl-14942	198	2	,	,	PUNCT
crl-14942	198	3	horizontal	horizontal	ADJ
crl-14942	198	4	communication	communication	NOUN
crl-14942	198	5	between	between	ADP
crl-14942	198	6	library	library	ADJ
crl-14942	198	7	staff	staff	NOUN
crl-14942	198	8	and	and	CCONJ
crl-14942	198	9	customers	customer	NOUN
crl-14942	198	10	can	can	AUX
crl-14942	198	11	also	also	ADV
crl-14942	198	12	impede	impede	VERB
crl-14942	198	13	service	service	NOUN
crl-14942	198	14	delivery	delivery	NOUN
crl-14942	198	15	at	at	ADP
crl-14942	198	16	a	a	DET
crl-14942	198	17	level	level	NOUN
crl-14942	198	18	equal	equal	ADJ
crl-14942	198	19	to	to	ADP
crl-14942	198	20	that	that	PRON
crl-14942	198	21	which	which	PRON
crl-14942	198	22	had	have	AUX
crl-14942	198	23	been	be	AUX
crl-14942	198	24	promised	promise	VERB
crl-14942	198	25	.	.	PUNCT
crl-14942	199	1	this	this	DET
crl-14942	199	2	situation	situation	NOUN
crl-14942	199	3	is	be	AUX
crl-14942	199	4	often	often	ADV
crl-14942	199	5	manifested	manifest	VERB
crl-14942	199	6	when	when	SCONJ
crl-14942	199	7	staff	staff	NOUN
crl-14942	199	8	provide	provide	VERB
crl-14942	199	9	customers	customer	NOUN
crl-14942	199	10	with	with	ADP
crl-14942	199	11	misinformation	misinformation	NOUN
crl-14942	199	12	about	about	ADP
crl-14942	199	13	the	the	DET
crl-14942	199	14	standards	standard	NOUN
crl-14942	199	15	relating	relate	VERB
crl-14942	199	16	to	to	ADP
crl-14942	199	17	the	the	DET
crl-14942	199	18	delivery	delivery	NOUN
crl-14942	199	19	of	of	ADP
crl-14942	199	20	a	a	DET
crl-14942	199	21	particular	particular	ADJ
crl-14942	199	22	service	service	NOUN
crl-14942	199	23	.	.	PUNCT
crl-14942	200	1	one	one	NUM
crl-14942	200	2	such	such	ADJ
crl-14942	200	3	instance	instance	NOUN
crl-14942	200	4	exists	exist	VERB
crl-14942	200	5	when	when	SCONJ
crl-14942	200	6	staff	staff	NOUN
crl-14942	200	7	knowingly	knowingly	ADV
crl-14942	200	8	provide	provide	VERB
crl-14942	200	9	customers	customer	NOUN
crl-14942	200	10	with	with	ADP
crl-14942	200	11	a	a	DET
crl-14942	200	12	too	too	ADV
crl-14942	200	13	idealistic	idealistic	ADJ
crl-14942	200	14	or	or	CCONJ
crl-14942	200	15	optimistic	optimistic	ADJ
crl-14942	200	16	estimate	estimate	NOUN
crl-14942	200	17	of	of	ADP
crl-14942	200	18	the	the	DET
crl-14942	200	19	time	time	NOUN
crl-14942	200	20	required	require	VERB
crl-14942	200	21	for	for	ADP
crl-14942	200	22	completion	completion	NOUN
crl-14942	200	23	of	of	ADP
crl-14942	200	24	a	a	DET
crl-14942	200	25	document	document	NOUN
crl-14942	200	26	delivery	delivery	NOUN
crl-14942	200	27	or	or	CCONJ
crl-14942	200	28	interlibrary	interlibrary	ADJ
crl-14942	200	29	loan	loan	NOUN
crl-14942	200	30	transaction	transaction	NOUN
crl-14942	200	31	.	.	PUNCT
crl-14942	201	1	such	such	ADJ
crl-14942	201	2	information	information	NOUN
crl-14942	201	3	tends	tend	VERB
crl-14942	201	4	to	to	PART
crl-14942	201	5	raise	raise	VERB
crl-14942	201	6	expectations	expectation	NOUN
crl-14942	201	7	on	on	ADP
crl-14942	201	8	the	the	DET
crl-14942	201	9	part	part	NOUN
crl-14942	201	10	of	of	ADP
crl-14942	201	11	students	student	NOUN
crl-14942	201	12	or	or	CCONJ
crl-14942	201	13	faculty	faculty	NOUN
crl-14942	201	14	,	,	PUNCT
crl-14942	201	15	which	which	PRON
crl-14942	201	16	often	often	ADV
crl-14942	201	17	are	be	AUX
crl-14942	201	18	not	not	PART
crl-14942	201	19	met	meet	VERB
crl-14942	201	20	when	when	SCONJ
crl-14942	201	21	the	the	DET
crl-14942	201	22	delay	delay	NOUN
crl-14942	201	23	exceeds	exceed	VERB
crl-14942	201	24	the	the	DET
crl-14942	201	25	time	time	NOUN
crl-14942	201	26	initially	initially	ADV
crl-14942	201	27	projected	project	VERB
crl-14942	201	28	.	.	PUNCT
crl-14942	202	1	strategies	strategy	NOUN
crl-14942	202	2	for	for	ADP
crl-14942	202	3	enhancing	enhance	VERB
crl-14942	202	4	customer	customer	NOUN
crl-14942	202	5	satisfaction	satisfaction	NOUN
crl-14942	202	6	having	having	AUX
crl-14942	202	7	learned	learn	VERB
crl-14942	202	8	the	the	DET
crl-14942	202	9	nature	nature	NOUN
crl-14942	202	10	of	of	ADP
crl-14942	202	11	these	these	DET
crl-14942	202	12	four	four	NUM
crl-14942	202	13	gaps	gap	NOUN
crl-14942	202	14	and	and	CCONJ
crl-14942	202	15	the	the	DET
crl-14942	202	16	principal	principal	ADJ
crl-14942	202	17	factors	factor	NOUN
crl-14942	202	18	responsible	responsible	ADJ
crl-14942	202	19	for	for	ADP
crl-14942	202	20	them	they	PRON
crl-14942	202	21	,	,	PUNCT
crl-14942	202	22	academic	academic	ADJ
crl-14942	202	23	library	library	NOUN
crl-14942	202	24	staff	staff	NOUN
crl-14942	202	25	can	can	AUX
crl-14942	202	26	then	then	ADV
crl-14942	202	27	explore	explore	VERB
crl-14942	202	28	what	what	DET
crl-14942	202	29	strategies	strategy	NOUN
crl-14942	202	30	can	can	AUX
crl-14942	202	31	be	be	AUX
crl-14942	202	32	implemented	implement	VERB
crl-14942	202	33	to	to	PART
crl-14942	202	34	narrow	narrow	VERB
crl-14942	202	35	these	these	DET
crl-14942	202	36	gaps	gap	NOUN
crl-14942	202	37	.	.	PUNCT
crl-14942	203	1	while	while	SCONJ
crl-14942	203	2	the	the	DET
crl-14942	203	3	idealistic	idealistic	ADJ
crl-14942	203	4	goal	goal	NOUN
crl-14942	203	5	would	would	AUX
crl-14942	203	6	be	be	AUX
crl-14942	203	7	to	to	PART
crl-14942	203	8	eliminate	eliminate	VERB
crl-14942	203	9	them	they	PRON
crl-14942	203	10	,	,	PUNCT
crl-14942	203	11	a	a	DET
crl-14942	203	12	more	more	ADV
crl-14942	203	13	realistic	realistic	ADJ
crl-14942	203	14	and	and	CCONJ
crl-14942	203	15	feasible	feasible	ADJ
crl-14942	203	16	one	one	NOUN
crl-14942	203	17	would	would	AUX
crl-14942	203	18	be	be	AUX
crl-14942	203	19	to	to	PART
crl-14942	203	20	reduce	reduce	VERB
crl-14942	203	21	the	the	DET
crl-14942	203	22	size	size	NOUN
crl-14942	203	23	of	of	ADP
crl-14942	203	24	the	the	DET
crl-14942	203	25	gaps	gap	NOUN
crl-14942	203	26	.	.	PUNCT
crl-14942	204	1	while	while	SCONJ
crl-14942	204	2	there	there	PRON
crl-14942	204	3	are	be	VERB
crl-14942	204	4	definitely	definitely	ADV
crl-14942	204	5	specific	specific	ADJ
crl-14942	204	6	actions	action	NOUN
crl-14942	204	7	that	that	PRON
crl-14942	204	8	academic	academic	ADJ
crl-14942	204	9	librarians	librarian	NOUN
crl-14942	204	10	should	should	AUX
crl-14942	204	11	take	take	VERB
crl-14942	204	12	to	to	PART
crl-14942	204	13	narrow	narrow	VERB
crl-14942	204	14	the	the	DET
crl-14942	204	15	gaps	gap	NOUN
crl-14942	204	16	between	between	ADP
crl-14942	204	17	expectations	expectation	NOUN
crl-14942	204	18	and	and	CCONJ
crl-14942	204	19	service	service	NOUN
crl-14942	204	20	quality	quality	NOUN
crl-14942	204	21	,	,	PUNCT
crl-14942	204	22	it	it	PRON
crl-14942	204	23	will	will	AUX
crl-14942	204	24	be	be	AUX
crl-14942	204	25	necessary	necessary	ADJ
crl-14942	204	26	to	to	PART
crl-14942	204	27	adopt	adopt	VERB
crl-14942	204	28	a	a	DET
crl-14942	204	29	major	major	ADJ
crl-14942	204	30	ideological	ideological	ADJ
crl-14942	204	31	or	or	CCONJ
crl-14942	204	32	attitudinal	attitudinal	ADJ
crl-14942	204	33	change	change	NOUN
crl-14942	204	34	.	.	PUNCT
crl-14942	205	1	academic	academic	ADJ
crl-14942	205	2	librarians	librarian	NOUN
crl-14942	205	3	need	need	AUX
crl-14942	205	4	not	not	PART
crl-14942	205	5	be	be	AUX
crl-14942	205	6	hesitant	hesitant	ADJ
crl-14942	205	7	to	to	PART
crl-14942	205	8	admit	admit	VERB
crl-14942	205	9	that	that	SCONJ
crl-14942	205	10	it	it	PRON
crl-14942	205	11	is	be	AUX
crl-14942	205	12	essential	essential	ADJ
crl-14942	205	13	to	to	PART
crl-14942	205	14	implement	implement	VERB
crl-14942	205	15	a	a	DET
crl-14942	205	16	proactive	proactive	ADJ
crl-14942	205	17	stance	stance	NOUN
crl-14942	205	18	employing	employ	VERB
crl-14942	205	19	many	many	ADJ
crl-14942	205	20	of	of	ADP
crl-14942	205	21	the	the	DET
crl-14942	205	22	marketing	marketing	NOUN
crl-14942	205	23	and	and	CCONJ
crl-14942	205	24	research	research	NOUN
crl-14942	205	25	techniques	technique	NOUN
crl-14942	205	26	of	of	ADP
crl-14942	205	27	for	for	ADP
crl-14942	205	28	-	-	PUNCT
crl-14942	205	29	profit	profit	NOUN
crl-14942	205	30	firms	firm	NOUN
crl-14942	205	31	.	.	PUNCT
crl-14942	206	1	before	before	ADP
crl-14942	206	2	implementing	implement	VERB
crl-14942	206	3	such	such	ADJ
crl-14942	206	4	techniques	technique	NOUN
crl-14942	206	5	,	,	PUNCT
crl-14942	206	6	however	however	ADV
crl-14942	206	7	,	,	PUNCT
crl-14942	206	8	academic	academic	ADJ
crl-14942	206	9	librarians	librarian	NOUN
crl-14942	206	10	need	need	VERB
crl-14942	206	11	to	to	PART
crl-14942	206	12	ensure	ensure	VERB
crl-14942	206	13	that	that	SCONJ
crl-14942	206	14	they	they	PRON
crl-14942	206	15	have	have	AUX
crl-14942	206	16	established	establish	VERB
crl-14942	206	17	a	a	DET
crl-14942	206	18	vision	vision	NOUN
crl-14942	206	19	of	of	ADP
crl-14942	206	20	service	service	NOUN
crl-14942	206	21	with	with	ADP
crl-14942	206	22	which	which	PRON
crl-14942	206	23	all	all	DET
crl-14942	206	24	staff	staff	NOUN
crl-14942	206	25	can	can	AUX
crl-14942	206	26	identify	identify	VERB
crl-14942	206	27	and	and	CCONJ
crl-14942	206	28	which	which	PRON
crl-14942	206	29	serves	serve	VERB
crl-14942	206	30	as	as	ADP
crl-14942	206	31	the	the	DET
crl-14942	206	32	driving	drive	VERB
crl-14942	206	33	force	force	NOUN
crl-14942	206	34	42	42	NUM
crl-14942	206	35	college	college	PROPN
crl-14942	206	36	&	&	CCONJ
crl-14942	206	37	research	research	PROPN
crl-14942	206	38	libraries	library	NOUN
crl-14942	206	39	behind	behind	ADP
crl-14942	206	40	all	all	DET
crl-14942	206	41	library	library	ADJ
crl-14942	206	42	programs	program	NOUN
crl-14942	206	43	and	and	CCONJ
crl-14942	206	44	services	service	NOUN
crl-14942	206	45	.	.	PUNCT
crl-14942	207	1	employees	employee	NOUN
crl-14942	207	2	in	in	ADP
crl-14942	207	3	the	the	DET
crl-14942	207	4	public	public	ADJ
crl-14942	207	5	sector	sector	NOUN
crl-14942	207	6	or	or	CCONJ
crl-14942	207	7	not	not	PART
crl-14942	207	8	-	-	PUNCT
crl-14942	207	9	for	for	ADP
crl-14942	207	10	-	-	PUNCT
crl-14942	207	11	profit	profit	NOUN
crl-14942	207	12	settings	setting	NOUN
crl-14942	207	13	need	need	VERB
crl-14942	207	14	to	to	PART
crl-14942	207	15	believe	believe	VERB
crl-14942	207	16	that	that	SCONJ
crl-14942	207	17	what	what	PRON
crl-14942	207	18	they	they	PRON
crl-14942	207	19	do	do	AUX
crl-14942	207	20	and	and	CCONJ
crl-14942	207	21	how	how	SCONJ
crl-14942	207	22	they	they	PRON
crl-14942	207	23	perform	perform	VERB
crl-14942	207	24	matter	matter	NOUN
crl-14942	207	25	considerably	considerably	ADV
crl-14942	207	26	.	.	PUNCT
crl-14942	208	1	instead	instead	ADV
crl-14942	208	2	of	of	ADP
crl-14942	208	3	merely	merely	ADV
crl-14942	208	4	representing	represent	VERB
crl-14942	208	5	the	the	DET
crl-14942	208	6	organization	organization	NOUN
crl-14942	208	7	,	,	PUNCT
crl-14942	208	8	they	they	PRON
crl-14942	208	9	are	be	AUX
crl-14942	208	10	the	the	DET
crl-14942	208	11	organization	organization	NOUN
crl-14942	208	12	.	.	PUNCT
crl-14942	209	1	not	not	PART
crl-14942	209	2	-	-	PUNCT
crl-14942	209	3	for	for	ADP
crl-14942	209	4	-	-	PUNCT
crl-14942	209	5	profit	profit	NOUN
crl-14942	209	6	employees	employee	NOUN
crl-14942	209	7	,	,	PUNCT
crl-14942	209	8	such	such	ADJ
crl-14942	209	9	as	as	ADP
crl-14942	209	10	academic	academic	ADJ
crl-14942	209	11	librarians	librarian	NOUN
crl-14942	209	12	,	,	PUNCT
crl-14942	209	13	must	must	AUX
crl-14942	209	14	believe	believe	VERB
crl-14942	209	15	that	that	SCONJ
crl-14942	209	16	they	they	PRON
crl-14942	209	17	can	can	AUX
crl-14942	209	18	make	make	VERB
crl-14942	209	19	a	a	DET
crl-14942	209	20	difference	difference	NOUN
crl-14942	209	21	.	.	PUNCT
crl-14942	210	1	although	although	SCONJ
crl-14942	210	2	students	student	NOUN
crl-14942	210	3	and	and	CCONJ
crl-14942	210	4	faculty	faculty	NOUN
crl-14942	210	5	are	be	AUX
crl-14942	210	6	not	not	PART
crl-14942	210	7	required	require	VERB
crl-14942	210	8	to	to	PART
crl-14942	210	9	pay	pay	VERB
crl-14942	210	10	directly	directly	ADV
crl-14942	210	11	for	for	ADP
crl-14942	210	12	most	most	ADJ
crl-14942	210	13	of	of	ADP
crl-14942	210	14	the	the	DET
crl-14942	210	15	library	library	NOUN
crl-14942	210	16	services	service	NOUN
crl-14942	210	17	that	that	PRON
crl-14942	210	18	they	they	PRON
crl-14942	210	19	use	use	VERB
crl-14942	210	20	,	,	PUNCT
crl-14942	210	21	library	library	ADJ
crl-14942	210	22	staff	staff	NOUN
crl-14942	210	23	must	must	AUX
crl-14942	210	24	realize	realize	VERB
crl-14942	210	25	that	that	DET
crl-14942	210	26	staff	staff	NOUN
crl-14942	210	27	are	be	AUX
crl-14942	210	28	responsible	responsible	ADJ
crl-14942	210	29	for	for	ADP
crl-14942	210	30	the	the	DET
crl-14942	210	31	service	service	NOUN
crl-14942	210	32	quality	quality	NOUN
crl-14942	210	33	and	and	CCONJ
crl-14942	210	34	response	response	NOUN
crl-14942	210	35	time	time	NOUN
crl-14942	210	36	that	that	SCONJ
crl-14942	210	37	the	the	DET
crl-14942	210	38	library	library	NOUN
crl-14942	210	39	provides	provide	VERB
crl-14942	210	40	.	.	PUNCT
crl-14942	211	1	thus	thus	ADV
crl-14942	211	2	,	,	PUNCT
crl-14942	211	3	the	the	DET
crl-14942	211	4	element	element	NOUN
crl-14942	211	5	of	of	ADP
crl-14942	211	6	accountability	accountability	NOUN
crl-14942	211	7	is	be	AUX
crl-14942	211	8	introduced	introduce	VERB
crl-14942	211	9	as	as	SCONJ
crl-14942	211	10	it	it	PRON
crl-14942	211	11	relates	relate	VERB
crl-14942	211	12	to	to	ADP
crl-14942	211	13	the	the	DET
crl-14942	211	14	nonmonetary	nonmonetary	ADJ
crl-14942	211	15	prices	price	NOUN
crl-14942	211	16	that	that	SCONJ
crl-14942	211	17	library	library	NOUN
crl-14942	211	18	customers	customer	NOUN
crl-14942	211	19	must	must	AUX
crl-14942	211	20	pay	pay	VERB
crl-14942	211	21	for	for	ADP
crl-14942	211	22	services	service	NOUN
crl-14942	211	23	.	.	PUNCT
crl-14942	212	1	although	although	SCONJ
crl-14942	212	2	students	student	NOUN
crl-14942	212	3	and	and	CCONJ
crl-14942	212	4	faculty	faculty	NOUN
crl-14942	212	5	are	be	AUX
crl-14942	212	6	not	not	PART
crl-14942	212	7	required	require	VERB
crl-14942	212	8	to	to	PART
crl-14942	212	9	pay	pay	VERB
crl-14942	212	10	directly	directly	ADV
crl-14942	212	11	for	for	ADP
crl-14942	212	12	most	most	ADJ
crl-14942	212	13	of	of	ADP
crl-14942	212	14	the	the	DET
crl-14942	212	15	library	library	NOUN
crl-14942	212	16	services	service	NOUN
crl-14942	212	17	that	that	PRON
crl-14942	212	18	they	they	PRON
crl-14942	212	19	use	use	VERB
crl-14942	212	20	,	,	PUNCT
crl-14942	212	21	library	library	ADJ
crl-14942	212	22	staff	staff	NOUN
crl-14942	212	23	must	must	AUX
crl-14942	212	24	realize	realize	VERB
crl-14942	212	25	that	that	DET
crl-14942	212	26	staff	staff	NOUN
crl-14942	212	27	are	be	AUX
crl-14942	212	28	responsible	responsible	ADJ
crl-14942	212	29	for	for	ADP
crl-14942	212	30	the	the	DET
crl-14942	212	31	service	service	NOUN
crl-14942	212	32	quality	quality	NOUN
crl-14942	212	33	and	and	CCONJ
crl-14942	212	34	response	response	NOUN
crl-14942	212	35	time	time	NOUN
crl-14942	212	36	that	that	SCONJ
crl-14942	212	37	the	the	DET
crl-14942	212	38	library	library	NOUN
crl-14942	212	39	provides	provide	VERB
crl-14942	212	40	.	.	PUNCT
crl-14942	213	1	over	over	ADP
crl-14942	213	2	ten	ten	NUM
crl-14942	213	3	years	year	NOUN
crl-14942	213	4	ago	ago	ADV
crl-14942	213	5	russell	russell	PROPN
crl-14942	213	6	shank	shank	PROPN
crl-14942	213	7	advocated	advocate	VERB
crl-14942	213	8	that	that	SCONJ
crl-14942	213	9	academic	academic	ADJ
crl-14942	213	10	librarians	librarian	NOUN
crl-14942	213	11	adopt	adopt	VERB
crl-14942	213	12	a	a	DET
crl-14942	213	13	cardinal	cardinal	ADJ
crl-14942	213	14	rule	rule	NOUN
crl-14942	213	15	of	of	ADP
crl-14942	213	16	marketing	marketing	NOUN
crl-14942	213	17	:	:	PUNCT
crl-14942	213	18	do	do	AUX
crl-14942	213	19	n't	not	PART
crl-14942	213	20	simply	simply	ADV
crl-14942	213	21	ask	ask	VERB
crl-14942	213	22	customers	customer	NOUN
crl-14942	213	23	to	to	PART
crl-14942	213	24	identify	identify	VERB
crl-14942	213	25	their	their	PRON
crl-14942	213	26	needs	need	NOUN
crl-14942	213	27	or	or	CCONJ
crl-14942	213	28	wants	want	VERB
crl-14942	213	29	but	but	CCONJ
crl-14942	213	30	also	also	ADV
crl-14942	213	31	offer	offer	VERB
crl-14942	213	32	a	a	DET
crl-14942	213	33	full	full	ADJ
crl-14942	213	34	menu	menu	NOUN
crl-14942	213	35	of	of	ADP
crl-14942	213	36	products	product	NOUN
crl-14942	213	37	and	and	CCONJ
crl-14942	213	38	services	service	NOUN
crl-14942	213	39	that	that	PRON
crl-14942	213	40	provide	provide	VERB
crl-14942	213	41	customers	customer	NOUN
crl-14942	213	42	with	with	ADP
crl-14942	213	43	alternatives	alternative	NOUN
crl-14942	213	44	from	from	ADP
crl-14942	213	45	which	which	PRON
crl-14942	213	46	they	they	PRON
crl-14942	213	47	can	can	AUX
crl-14942	213	48	choose.23	choose.23	PROPN
crl-14942	213	49	put	put	VERB
crl-14942	213	50	another	another	DET
crl-14942	213	51	way	way	NOUN
crl-14942	213	52	,	,	PUNCT
crl-14942	213	53	academic	academic	ADJ
crl-14942	213	54	librarians	librarian	NOUN
crl-14942	213	55	may	may	AUX
crl-14942	213	56	need	need	VERB
crl-14942	213	57	to	to	PART
crl-14942	213	58	tell	tell	VERB
crl-14942	213	59	customers	customer	NOUN
crl-14942	213	60	what	what	PRON
crl-14942	213	61	they	they	PRON
crl-14942	213	62	ought	ought	AUX
crl-14942	213	63	to	to	PART
crl-14942	213	64	expect	expect	VERB
crl-14942	213	65	from	from	ADP
crl-14942	213	66	the	the	DET
crl-14942	213	67	library	library	NOUN
crl-14942	213	68	.	.	PUNCT
crl-14942	214	1	this	this	PRON
crl-14942	214	2	relates	relate	VERB
crl-14942	214	3	to	to	ADP
crl-14942	214	4	the	the	DET
crl-14942	214	5	practice	practice	NOUN
crl-14942	214	6	,	,	PUNCT
crl-14942	214	7	which	which	PRON
crl-14942	214	8	is	be	AUX
crl-14942	214	9	widespread	widespread	ADJ
crl-14942	214	10	in	in	ADP
crl-14942	214	11	consumer	consumer	NOUN
crl-14942	214	12	industries	industry	NOUN
crl-14942	214	13	,	,	PUNCT
crl-14942	214	14	of	of	ADP
crl-14942	214	15	actually	actually	ADV
crl-14942	214	16	managing	manage	VERB
crl-14942	214	17	expectations	expectation	NOUN
crl-14942	214	18	to	to	PART
crl-14942	214	19	enhance	enhance	VERB
crl-14942	214	20	perceptions	perception	NOUN
crl-14942	214	21	of	of	ADP
crl-14942	214	22	service	service	NOUN
crl-14942	214	23	.	.	PUNCT
crl-14942	215	1	zeithaml	zeithaml	PROPN
crl-14942	215	2	et	et	PROPN
crl-14942	215	3	al	al	PROPN
crl-14942	215	4	.	.	PROPN
crl-14942	215	5	state	state	PROPN
crl-14942	215	6	:	:	PUNCT
crl-14942	215	7	a	a	DET
crl-14942	215	8	major	major	ADJ
crl-14942	215	9	premise	premise	NOUN
crl-14942	215	10	of	of	ADP
crl-14942	215	11	our	our	PRON
crl-14942	215	12	research	research	NOUN
crl-14942	215	13	has	have	AUX
crl-14942	215	14	been	be	AUX
crl-14942	215	15	that	that	SCONJ
crl-14942	215	16	consumers	consumer	NOUN
crl-14942	215	17	'	'	PART
crl-14942	215	18	perceptions	perception	NOUN
crl-14942	215	19	of	of	ADP
crl-14942	215	20	service	service	NOUN
crl-14942	215	21	quality	quality	NOUN
crl-14942	215	22	can	can	AUX
crl-14942	215	23	be	be	AUX
crl-14942	215	24	influenced	influence	VERB
crl-14942	215	25	either	either	CCONJ
crl-14942	215	26	by	by	ADP
crl-14942	215	27	raising	raise	VERB
crl-14942	215	28	consumers	consumer	NOUN
crl-14942	215	29	'	'	PART
crl-14942	215	30	perceptions	perception	NOUN
crl-14942	215	31	or	or	CCONJ
crl-14942	215	32	by	by	ADP
crl-14942	215	33	lowering	lower	VERB
crl-14942	215	34	expectations	expectation	NOUN
crl-14942	215	35	.	.	PUNCT
crl-14942	216	1	managing	manage	VERB
crl-14942	216	2	customers	customer	NOUN
crl-14942	216	3	'	'	PART
crl-14942	216	4	expectations	expectation	NOUN
crl-14942	216	5	,	,	PUNCT
crl-14942	216	6	especially	especially	ADV
crl-14942	216	7	those	those	PRON
crl-14942	216	8	created	create	VERB
crl-14942	216	9	by	by	ADP
crl-14942	216	10	the	the	DET
crl-14942	216	11	company	company	NOUN
crl-14942	216	12	itself	itself	PRON
crl-14942	216	13	through	through	ADP
crl-14942	216	14	external	external	ADJ
crl-14942	216	15	communications	communication	NOUN
crl-14942	216	16	and	and	CCONJ
crl-14942	216	17	price	price	NOUN
crl-14942	216	18	,	,	PUNCT
crl-14942	216	19	is	be	AUX
crl-14942	216	20	an	an	DET
crl-14942	216	21	essential	essential	ADJ
crl-14942	216	22	part	part	NOUN
crl-14942	216	23	of	of	ADP
crl-14942	216	24	a	a	DET
crl-14942	216	25	strategy	strategy	NOUN
crl-14942	216	26	to	to	PART
crl-14942	216	27	attain	attain	VERB
crl-14942	216	28	perceived	perceive	VERB
crl-14942	216	29	quality	quality	NOUN
crl-14942	216	30	service.24	service.24	VERB
crl-14942	216	31	january	january	PROPN
crl-14942	216	32	1995	1995	NUM
crl-14942	216	33	while	while	SCONJ
crl-14942	216	34	the	the	DET
crl-14942	216	35	entire	entire	ADJ
crl-14942	216	36	issue	issue	NOUN
crl-14942	216	37	of	of	ADP
crl-14942	216	38	meeting	meet	VERB
crl-14942	216	39	customer	customer	NOUN
crl-14942	216	40	expectations	expectation	NOUN
crl-14942	216	41	clearly	clearly	ADV
crl-14942	216	42	involves	involve	VERB
crl-14942	216	43	aggressively	aggressively	ADV
crl-14942	216	44	offering	offer	VERB
crl-14942	216	45	programs	program	NOUN
crl-14942	216	46	and	and	CCONJ
crl-14942	216	47	services	service	NOUN
crl-14942	216	48	,	,	PUNCT
crl-14942	216	49	there	there	PRON
crl-14942	216	50	also	also	ADV
crl-14942	216	51	exists	exist	VERB
crl-14942	216	52	a	a	DET
crl-14942	216	53	reactive	reactive	ADJ
crl-14942	216	54	element	element	NOUN
crl-14942	216	55	of	of	ADP
crl-14942	216	56	identifying	identify	VERB
crl-14942	216	57	those	those	DET
crl-14942	216	58	expectations	expectation	NOUN
crl-14942	216	59	.	.	PUNCT
crl-14942	217	1	to	to	PART
crl-14942	217	2	identify	identify	VERB
crl-14942	217	3	expectations	expectation	NOUN
crl-14942	217	4	successfully	successfully	ADV
crl-14942	217	5	,	,	PUNCT
crl-14942	217	6	academic	academic	ADJ
crl-14942	217	7	librarians	librarian	NOUN
crl-14942	217	8	must	must	AUX
crl-14942	217	9	demonstrate	demonstrate	VERB
crl-14942	217	10	the	the	DET
crl-14942	217	11	innovation	innovation	NOUN
crl-14942	217	12	needed	need	VERB
crl-14942	217	13	to	to	PART
crl-14942	217	14	identify	identify	VERB
crl-14942	217	15	or	or	CCONJ
crl-14942	217	16	create	create	VERB
crl-14942	217	17	new	new	ADJ
crl-14942	217	18	products	product	NOUN
crl-14942	217	19	or	or	CCONJ
crl-14942	217	20	services	service	NOUN
crl-14942	217	21	that	that	PRON
crl-14942	217	22	address	address	VERB
crl-14942	217	23	students	student	NOUN
crl-14942	217	24	'	'	PART
crl-14942	217	25	and	and	CCONJ
crl-14942	217	26	faculty	faculty	NOUN
crl-14942	217	27	members	member	NOUN
crl-14942	217	28	'	'	PART
crl-14942	217	29	previously	previously	ADV
crl-14942	217	30	unmet	unmet	NOUN
crl-14942	217	31	or	or	CCONJ
crl-14942	217	32	even	even	ADV
crl-14942	217	33	sometimes	sometimes	ADV
crl-14942	217	34	unrecognized	unrecognize	VERB
crl-14942	217	35	needs	need	NOUN
crl-14942	217	36	.	.	PUNCT
crl-14942	218	1	this	this	PRON
crl-14942	218	2	leads	lead	VERB
crl-14942	218	3	us	we	PRON
crl-14942	218	4	to	to	ADP
crl-14942	218	5	the	the	DET
crl-14942	218	6	two	two	NUM
crl-14942	218	7	major	major	ADJ
crl-14942	218	8	areas	area	NOUN
crl-14942	218	9	in	in	ADP
crl-14942	218	10	which	which	PRON
crl-14942	218	11	academic	academic	ADJ
crl-14942	218	12	librarians	librarian	NOUN
crl-14942	218	13	need	need	VERB
crl-14942	218	14	to	to	PART
crl-14942	218	15	act	act	VERB
crl-14942	218	16	:	:	PUNCT
crl-14942	218	17	customer	customer	NOUN
crl-14942	218	18	relations	relation	NOUN
crl-14942	218	19	and	and	CCONJ
crl-14942	218	20	management	management	NOUN
crl-14942	218	21	.	.	PUNCT
crl-14942	219	1	no	no	DET
crl-14942	219	2	academic	academic	ADJ
crl-14942	219	3	library	library	NOUN
crl-14942	219	4	will	will	AUX
crl-14942	219	5	enhance	enhance	VERB
crl-14942	219	6	its	its	PRON
crl-14942	219	7	success	success	NOUN
crl-14942	219	8	in	in	ADP
crl-14942	219	9	meeting	meet	VERB
crl-14942	219	10	student	student	NOUN
crl-14942	219	11	and	and	CCONJ
crl-14942	219	12	faculty	faculty	NOUN
crl-14942	219	13	expectations	expectation	NOUN
crl-14942	219	14	without	without	ADP
crl-14942	219	15	first	first	ADV
crl-14942	219	16	establishing	establish	VERB
crl-14942	219	17	an	an	DET
crl-14942	219	18	ongoing	ongoing	ADJ
crl-14942	219	19	and	and	CCONJ
crl-14942	219	20	major	major	ADJ
crl-14942	219	21	relationship	relationship	NOUN
crl-14942	219	22	with	with	ADP
crl-14942	219	23	those	those	DET
crl-14942	219	24	customers	customer	NOUN
crl-14942	219	25	.	.	PUNCT
crl-14942	220	1	joan	joan	PROPN
crl-14942	220	2	uhlenberg	uhlenberg	PROPN
crl-14942	220	3	states	state	VERB
crl-14942	220	4	that	that	SCONJ
crl-14942	220	5	the	the	DET
crl-14942	220	6	only	only	ADJ
crl-14942	220	7	way	way	NOUN
crl-14942	220	8	to	to	PART
crl-14942	220	9	advance	advance	VERB
crl-14942	220	10	in	in	ADP
crl-14942	220	11	either	either	PRON
crl-14942	220	12	meeting	meet	VERB
crl-14942	220	13	or	or	CCONJ
crl-14942	220	14	exceeding	exceed	VERB
crl-14942	220	15	customer	customer	NOUN
crl-14942	220	16	expectations	expectation	NOUN
crl-14942	220	17	is	be	AUX
crl-14942	220	18	to	to	PART
crl-14942	220	19	gain	gain	VERB
crl-14942	220	20	an	an	DET
crl-14942	220	21	in	in	ADP
crl-14942	220	22	-	-	PUNCT
crl-14942	220	23	depth	depth	NOUN
crl-14942	220	24	understanding	understanding	NOUN
crl-14942	220	25	of	of	ADP
crl-14942	220	26	customers	customer	NOUN
crl-14942	220	27	and	and	CCONJ
crl-14942	220	28	their	their	PRON
crl-14942	220	29	behavioral	behavioral	ADJ
crl-14942	220	30	needs	need	NOUN
crl-14942	220	31	.	.	PUNCT
crl-14942	221	1	25	25	NUM
crl-14942	221	2	before	before	ADP
crl-14942	221	3	getting	get	VERB
crl-14942	221	4	closer	close	ADJ
crl-14942	221	5	to	to	ADP
crl-14942	221	6	customers	customer	NOUN
crl-14942	221	7	,	,	PUNCT
crl-14942	221	8	however	however	ADV
crl-14942	221	9	,	,	PUNCT
crl-14942	221	10	librarians	librarian	NOUN
crl-14942	221	11	first	first	ADV
crl-14942	221	12	need	need	VERB
crl-14942	221	13	to	to	PART
crl-14942	221	14	identify	identify	VERB
crl-14942	221	15	their	their	PRON
crl-14942	221	16	customers	customer	NOUN
crl-14942	221	17	(	(	PUNCT
crl-14942	221	18	which	which	PRON
crl-14942	221	19	should	should	AUX
crl-14942	221	20	not	not	PART
crl-14942	221	21	be	be	AUX
crl-14942	221	22	too	too	ADV
crl-14942	221	23	difficult	difficult	ADJ
crl-14942	221	24	for	for	ADP
crl-14942	221	25	most	most	ADJ
crl-14942	221	26	academic	academic	ADJ
crl-14942	221	27	librarians	librarian	NOUN
crl-14942	221	28	)	)	PUNCT
crl-14942	221	29	and	and	CCONJ
crl-14942	221	30	learn	learn	VERB
crl-14942	221	31	how	how	SCONJ
crl-14942	221	32	they	they	PRON
crl-14942	221	33	use	use	VERB
crl-14942	221	34	library	library	NOUN
crl-14942	221	35	services	service	NOUN
crl-14942	221	36	.	.	PUNCT
crl-14942	222	1	in	in	ADP
crl-14942	222	2	addition	addition	NOUN
crl-14942	222	3	,	,	PUNCT
crl-14942	222	4	librarians	librarian	NOUN
crl-14942	222	5	should	should	AUX
crl-14942	222	6	encourage	encourage	VERB
crl-14942	222	7	students	student	NOUN
crl-14942	222	8	and	and	CCONJ
crl-14942	222	9	faculty	faculty	NOUN
crl-14942	222	10	to	to	PART
crl-14942	222	11	define	define	VERB
crl-14942	222	12	clearly	clearly	ADV
crl-14942	222	13	their	their	PRON
crl-14942	222	14	service	service	NOUN
crl-14942	222	15	requirements	requirement	NOUN
crl-14942	222	16	.	.	PUNCT
crl-14942	223	1	certainly	certainly	ADV
crl-14942	223	2	,	,	PUNCT
crl-14942	223	3	the	the	DET
crl-14942	223	4	library	library	NOUN
crl-14942	223	5	's	's	PART
crl-14942	223	6	overall	overall	ADJ
crl-14942	223	7	capabilities	capability	NOUN
crl-14942	223	8	together	together	ADV
crl-14942	223	9	with	with	ADP
crl-14942	223	10	librarians	librarian	NOUN
crl-14942	223	11	'	'	PART
crl-14942	223	12	commitments	commitment	NOUN
crl-14942	223	13	to	to	PART
crl-14942	223	14	provide	provide	VERB
crl-14942	223	15	new	new	ADJ
crl-14942	223	16	and	and	CCONJ
crl-14942	223	17	creative	creative	ADJ
crl-14942	223	18	levels	level	NOUN
crl-14942	223	19	of	of	ADP
crl-14942	223	20	products	product	NOUN
crl-14942	223	21	or	or	CCONJ
crl-14942	223	22	services	service	NOUN
crl-14942	223	23	are	be	AUX
crl-14942	223	24	key	key	ADJ
crl-14942	223	25	elements	element	NOUN
crl-14942	223	26	.	.	PUNCT
crl-14942	224	1	yet	yet	CCONJ
crl-14942	224	2	a	a	DET
crl-14942	224	3	superior	superior	ADJ
crl-14942	224	4	understanding	understanding	NOUN
crl-14942	224	5	of	of	ADP
crl-14942	224	6	customers	customer	NOUN
crl-14942	224	7	is	be	AUX
crl-14942	224	8	what	what	PRON
crl-14942	224	9	uhlenberg	uhlenberg	PROPN
crl-14942	224	10	considers	consider	VERB
crl-14942	224	11	most	most	ADV
crl-14942	224	12	critical	critical	ADJ
crl-14942	224	13	.	.	PUNCT
crl-14942	225	1	when	when	SCONJ
crl-14942	225	2	an	an	DET
crl-14942	225	3	academic	academic	ADJ
crl-14942	225	4	library	library	NOUN
crl-14942	225	5	has	have	AUX
crl-14942	225	6	developed	develop	VERB
crl-14942	225	7	a	a	DET
crl-14942	225	8	genuine	genuine	ADJ
crl-14942	225	9	customer	customer	NOUN
crl-14942	225	10	relationship	relationship	NOUN
crl-14942	225	11	with	with	ADP
crl-14942	225	12	students	student	NOUN
crl-14942	225	13	and	and	CCONJ
crl-14942	225	14	faculty	faculty	NOUN
crl-14942	225	15	,	,	PUNCT
crl-14942	225	16	a	a	DET
crl-14942	225	17	likely	likely	ADJ
crl-14942	225	18	result	result	NOUN
crl-14942	225	19	is	be	AUX
crl-14942	225	20	a	a	DET
crl-14942	225	21	greater	great	ADJ
crl-14942	225	22	level	level	NOUN
crl-14942	225	23	of	of	ADP
crl-14942	225	24	tolerance	tolerance	NOUN
crl-14942	225	25	on	on	ADP
crl-14942	225	26	the	the	DET
crl-14942	225	27	part	part	NOUN
crl-14942	225	28	of	of	ADP
crl-14942	225	29	library	library	ADJ
crl-14942	225	30	customers	customer	NOUN
crl-14942	225	31	coupled	couple	VERB
crl-14942	225	32	with	with	ADP
crl-14942	225	33	a	a	DET
crl-14942	225	34	narrowing	narrowing	NOUN
crl-14942	225	35	of	of	ADP
crl-14942	225	36	the	the	DET
crl-14942	225	37	gap	gap	NOUN
crl-14942	225	38	between	between	ADP
crl-14942	225	39	customer	customer	NOUN
crl-14942	225	40	expectations	expectation	NOUN
crl-14942	225	41	and	and	CCONJ
crl-14942	225	42	the	the	DET
crl-14942	225	43	level	level	NOUN
crl-14942	225	44	of	of	ADP
crl-14942	225	45	library	library	ADJ
crl-14942	225	46	services	service	NOUN
crl-14942	225	47	provided	provide	VERB
crl-14942	225	48	.	.	PUNCT
crl-14942	226	1	a	a	DET
crl-14942	226	2	requisite	requisite	NOUN
crl-14942	226	3	for	for	ADP
crl-14942	226	4	such	such	DET
crl-14942	226	5	a	a	DET
crl-14942	226	6	relationship	relationship	NOUN
crl-14942	226	7	is	be	AUX
crl-14942	226	8	for	for	SCONJ
crl-14942	226	9	academic	academic	ADJ
crl-14942	226	10	librarians	librarian	NOUN
crl-14942	226	11	to	to	PART
crl-14942	226	12	learn	learn	VERB
crl-14942	226	13	considerably	considerably	ADV
crl-14942	226	14	more	more	ADJ
crl-14942	226	15	about	about	ADP
crl-14942	226	16	the	the	DET
crl-14942	226	17	students	student	NOUN
crl-14942	226	18	and	and	CCONJ
crl-14942	226	19	faculty	faculty	NOUN
crl-14942	226	20	who	who	PRON
crl-14942	226	21	constitute	constitute	VERB
crl-14942	226	22	their	their	PRON
crl-14942	226	23	primary	primary	ADJ
crl-14942	226	24	customers	customer	NOUN
crl-14942	226	25	.	.	PUNCT
crl-14942	227	1	it	it	PRON
crl-14942	227	2	is	be	AUX
crl-14942	227	3	not	not	PART
crl-14942	227	4	sufficient	sufficient	ADJ
crl-14942	227	5	simply	simply	ADV
crl-14942	227	6	to	to	PART
crl-14942	227	7	research	research	VERB
crl-14942	227	8	what	what	PRON
crl-14942	227	9	customers	customer	NOUN
crl-14942	227	10	need	need	VERB
crl-14942	227	11	or	or	CCONJ
crl-14942	227	12	want	want	VERB
crl-14942	227	13	or	or	CCONJ
crl-14942	227	14	how	how	SCONJ
crl-14942	227	15	they	they	PRON
crl-14942	227	16	behave	behave	VERB
crl-14942	227	17	when	when	SCONJ
crl-14942	227	18	seeking	seek	VERB
crl-14942	227	19	information	information	NOUN
crl-14942	227	20	.	.	PUNCT
crl-14942	228	1	rather	rather	ADV
crl-14942	228	2	,	,	PUNCT
crl-14942	228	3	academic	academic	ADJ
crl-14942	228	4	librarians	librarian	NOUN
crl-14942	228	5	also	also	ADV
crl-14942	228	6	need	need	VERB
crl-14942	228	7	to	to	PART
crl-14942	228	8	understand	understand	VERB
crl-14942	228	9	how	how	SCONJ
crl-14942	228	10	to	to	PART
crl-14942	228	11	make	make	VERB
crl-14942	228	12	the	the	DET
crl-14942	228	13	best	good	ADJ
crl-14942	228	14	use	use	NOUN
crl-14942	228	15	of	of	ADP
crl-14942	228	16	research	research	NOUN
crl-14942	228	17	to	to	PART
crl-14942	228	18	improve	improve	VERB
crl-14942	228	19	the	the	DET
crl-14942	228	20	quality	quality	NOUN
crl-14942	228	21	of	of	ADP
crl-14942	228	22	their	their	PRON
crl-14942	228	23	service	service	NOUN
crl-14942	228	24	.	.	PUNCT
crl-14942	229	1	thus	thus	ADV
crl-14942	229	2	,	,	PUNCT
crl-14942	229	3	academic	academic	ADJ
crl-14942	229	4	librarians	librarian	NOUN
crl-14942	229	5	need	need	VERB
crl-14942	229	6	to	to	PART
crl-14942	229	7	implement	implement	VERB
crl-14942	229	8	a	a	DET
crl-14942	229	9	management	management	NOUN
crl-14942	229	10	information	information	NOUN
crl-14942	229	11	initiative	initiative	NOUN
crl-14942	229	12	consisting	consist	VERB
crl-14942	229	13	of	of	ADP
crl-14942	229	14	the	the	DET
crl-14942	229	15	identification	identification	NOUN
crl-14942	229	16	of	of	ADP
crl-14942	229	17	the	the	DET
crl-14942	229	18	data	datum	NOUN
crl-14942	229	19	they	they	PRON
crl-14942	229	20	need	need	VERB
crl-14942	229	21	to	to	PART
crl-14942	229	22	make	make	VERB
crl-14942	229	23	effective	effective	ADJ
crl-14942	229	24	and	and	CCONJ
crl-14942	229	25	efficient	efficient	ADJ
crl-14942	229	26	program/	program/	NUM
crl-14942	229	27	services	service	NOUN
crl-14942	229	28	decisions	decision	NOUN
crl-14942	229	29	as	as	ADV
crl-14942	229	30	well	well	ADV
crl-14942	229	31	as	as	ADP
crl-14942	229	32	the	the	DET
crl-14942	229	33	methods	method	NOUN
crl-14942	229	34	to	to	PART
crl-14942	229	35	be	be	AUX
crl-14942	229	36	used	use	VERB
crl-14942	229	37	for	for	ADP
crl-14942	229	38	gathering	gather	VERB
crl-14942	229	39	and	and	CCONJ
crl-14942	229	40	analyzing	analyze	VERB
crl-14942	229	41	the	the	DET
crl-14942	229	42	relevant	relevant	ADJ
crl-14942	229	43	data	datum	NOUN
crl-14942	229	44	.	.	PUNCT
crl-14942	230	1	following	follow	VERB
crl-14942	230	2	that	that	PRON
crl-14942	230	3	,	,	PUNCT
crl-14942	230	4	they	they	PRON
crl-14942	230	5	must	must	AUX
crl-14942	230	6	make	make	VERB
crl-14942	230	7	a	a	DET
crl-14942	230	8	commitment	commitment	NOUN
crl-14942	230	9	to	to	PART
crl-14942	230	10	actually	actually	ADV
crl-14942	230	11	use	use	VERB
crl-14942	230	12	the	the	DET
crl-14942	230	13	data	datum	NOUN
crl-14942	230	14	when	when	SCONJ
crl-14942	230	15	making	make	VERB
crl-14942	230	16	a	a	DET
crl-14942	230	17	decision	decision	NOUN
crl-14942	230	18	rather	rather	ADV
crl-14942	230	19	than	than	ADP
crl-14942	230	20	simply	simply	ADV
crl-14942	230	21	burying	bury	VERB
crl-14942	230	22	the	the	DET
crl-14942	230	23	data	datum	NOUN
crl-14942	230	24	in	in	ADP
crl-14942	230	25	files	file	NOUN
crl-14942	230	26	or	or	CCONJ
crl-14942	230	27	reports	report	NOUN
crl-14942	230	28	.	.	PUNCT
crl-14942	231	1	without	without	ADP
crl-14942	231	2	effective	effective	ADJ
crl-14942	231	3	communications	communication	NOUN
crl-14942	231	4	,	,	PUNCT
crl-14942	231	5	customers	customer	NOUN
crl-14942	231	6	are	be	AUX
crl-14942	231	7	free	free	ADJ
crl-14942	231	8	to	to	PART
crl-14942	231	9	form	form	VERB
crl-14942	231	10	their	their	PRON
crl-14942	231	11	own	own	ADJ
crl-14942	231	12	expectations	expectation	NOUN
crl-14942	231	13	,	,	PUNCT
crl-14942	231	14	which	which	PRON
crl-14942	231	15	may	may	AUX
crl-14942	231	16	or	or	CCONJ
crl-14942	231	17	may	may	AUX
crl-14942	231	18	not	not	PART
crl-14942	231	19	be	be	AUX
crl-14942	231	20	realistic	realistic	ADJ
crl-14942	231	21	.	.	PUNCT
crl-14942	232	1	unmet	unmet	NOUN
crl-14942	232	2	expectations	expectation	NOUN
crl-14942	232	3	not	not	PART
crl-14942	232	4	only	only	ADV
crl-14942	232	5	cause	cause	VERB
crl-14942	232	6	dissatisfaction	dissatisfaction	NOUN
crl-14942	232	7	but	but	CCONJ
crl-14942	232	8	also	also	ADV
crl-14942	232	9	erode	erode	VERB
crl-14942	232	10	trust	trust	NOUN
crl-14942	232	11	.	.	PUNCT
crl-14942	233	1	a	a	DET
crl-14942	233	2	successful	successful	ADJ
crl-14942	233	3	relationship	relationship	NOUN
crl-14942	233	4	between	between	ADP
crl-14942	233	5	academic	academic	ADJ
crl-14942	233	6	librarians	librarian	NOUN
crl-14942	233	7	and	and	CCONJ
crl-14942	233	8	their	their	PRON
crl-14942	233	9	customers	customer	NOUN
crl-14942	233	10	that	that	PRON
crl-14942	233	11	is	be	AUX
crl-14942	233	12	based	base	VERB
crl-14942	233	13	upon	upon	SCONJ
crl-14942	233	14	open	open	ADJ
crl-14942	233	15	,	,	PUNCT
crl-14942	233	16	regular	regular	ADJ
crl-14942	233	17	,	,	PUNCT
crl-14942	233	18	twoway	twoway	NOUN
crl-14942	233	19	communication	communication	NOUN
crl-14942	233	20	includes	include	VERB
crl-14942	233	21	trust	trust	NOUN
crl-14942	233	22	as	as	ADP
crl-14942	233	23	a	a	DET
crl-14942	233	24	key	key	ADJ
crl-14942	233	25	element	element	NOUN
crl-14942	233	26	.	.	PUNCT
crl-14942	234	1	this	this	PRON
crl-14942	234	2	enables	enable	VERB
crl-14942	234	3	librarians	librarian	NOUN
crl-14942	234	4	to	to	PART
crl-14942	234	5	effectively	effectively	ADV
crl-14942	234	6	address	address	VERB
crl-14942	234	7	customer	customer	NOUN
crl-14942	234	8	expectations	expectation	NOUN
crl-14942	234	9	,	,	PUNCT
crl-14942	234	10	to	to	ADP
crl-14942	234	11	the	the	DET
crl-14942	234	12	mutual	mutual	ADJ
crl-14942	234	13	benefit	benefit	NOUN
crl-14942	234	14	of	of	ADP
crl-14942	234	15	both	both	DET
crl-14942	234	16	customers	customer	NOUN
crl-14942	234	17	and	and	CCONJ
crl-14942	234	18	the	the	DET
crl-14942	234	19	library	library	NOUN
crl-14942	234	20	.	.	PUNCT
crl-14942	235	1	a	a	DET
crl-14942	235	2	principal	principal	ADJ
crl-14942	235	3	approach	approach	NOUN
crl-14942	235	4	to	to	ADP
crl-14942	235	5	both	both	PRON
crl-14942	235	6	earning	earn	VERB
crl-14942	235	7	trust	trust	NOUN
crl-14942	235	8	and	and	CCONJ
crl-14942	235	9	dealing	deal	VERB
crl-14942	235	10	with	with	ADP
crl-14942	235	11	expectations	expectation	NOUN
crl-14942	235	12	is	be	AUX
crl-14942	235	13	to	to	PART
crl-14942	235	14	manage	manage	VERB
crl-14942	235	15	promises	promise	NOUN
crl-14942	235	16	.	.	PUNCT
crl-14942	236	1	librarians	librarian	NOUN
crl-14942	236	2	consistently	consistently	ADV
crl-14942	236	3	must	must	AUX
crl-14942	236	4	present	present	VERB
crl-14942	236	5	honest	honest	ADJ
crl-14942	236	6	and	and	CCONJ
crl-14942	236	7	reliable	reliable	ADJ
crl-14942	236	8	messages	message	NOUN
crl-14942	236	9	about	about	ADP
crl-14942	236	10	what	what	PRON
crl-14942	236	11	they	they	PRON
crl-14942	236	12	can	can	AUX
crl-14942	236	13	and	and	CCONJ
crl-14942	236	14	can	can	AUX
crl-14942	236	15	not	not	PART
crl-14942	236	16	do	do	VERB
crl-14942	236	17	.	.	PUNCT
crl-14942	237	1	it	it	PRON
crl-14942	237	2	is	be	AUX
crl-14942	237	3	essential	essential	ADJ
crl-14942	237	4	that	that	SCONJ
crl-14942	237	5	librarians	librarian	NOUN
crl-14942	237	6	not	not	PART
crl-14942	237	7	give	give	VERB
crl-14942	237	8	students	student	NOUN
crl-14942	237	9	and	and	CCONJ
crl-14942	237	10	faculty	faculty	VERB
crl-14942	237	11	unrealistic	unrealistic	ADJ
crl-14942	237	12	expectations	expectation	NOUN
crl-14942	237	13	and	and	CCONJ
crl-14942	237	14	then	then	ADV
crl-14942	237	15	fail	fail	VERB
crl-14942	237	16	to	to	PART
crl-14942	237	17	meet	meet	VERB
crl-14942	237	18	them	they	PRON
crl-14942	237	19	.	.	PUNCT
crl-14942	238	1	academic	academic	ADJ
crl-14942	238	2	librarians	librarian	NOUN
crl-14942	238	3	must	must	AUX
crl-14942	238	4	first	first	ADV
crl-14942	238	5	determine	determine	VERB
crl-14942	238	6	what	what	PRON
crl-14942	238	7	is	be	AUX
crl-14942	238	8	possible	possible	ADJ
crl-14942	238	9	in	in	ADP
crl-14942	238	10	the	the	DET
crl-14942	238	11	area	area	NOUN
crl-14942	238	12	of	of	ADP
crl-14942	238	13	service	service	NOUN
crl-14942	238	14	delivery	delivery	NOUN
crl-14942	238	15	,	,	PUNCT
crl-14942	238	16	communicate	communicate	VERB
crl-14942	238	17	that	that	DET
crl-14942	238	18	service	service	NOUN
crl-14942	238	19	message	message	NOUN
crl-14942	238	20	to	to	ADP
crl-14942	238	21	students	student	NOUN
crl-14942	238	22	and	and	CCONJ
crl-14942	238	23	faculty	faculty	NOUN
crl-14942	238	24	,	,	PUNCT
crl-14942	238	25	and	and	CCONJ
crl-14942	238	26	lastly	lastly	ADV
crl-14942	238	27	deliver	deliver	VERB
crl-14942	238	28	the	the	DET
crl-14942	238	29	service	service	NOUN
crl-14942	238	30	as	as	SCONJ
crl-14942	238	31	promised	promise	VERB
crl-14942	238	32	.	.	PUNCT
crl-14942	239	1	it	it	PRON
crl-14942	239	2	is	be	AUX
crl-14942	239	3	not	not	PART
crl-14942	239	4	sufficient	sufficient	ADJ
crl-14942	239	5	to	to	PART
crl-14942	239	6	simply	simply	ADV
crl-14942	239	7	provide	provide	VERB
crl-14942	239	8	information	information	NOUN
crl-14942	239	9	about	about	ADP
crl-14942	239	10	the	the	DET
crl-14942	239	11	library	library	NOUN
crl-14942	239	12	's	's	PART
crl-14942	239	13	products	product	NOUN
crl-14942	239	14	and	and	CCONJ
crl-14942	239	15	services	service	NOUN
crl-14942	239	16	.	.	PUNCT
crl-14942	240	1	rather	rather	ADV
crl-14942	240	2	,	,	PUNCT
crl-14942	240	3	it	it	PRON
crl-14942	240	4	is	be	AUX
crl-14942	240	5	necessary	necessary	ADJ
crl-14942	240	6	to	to	PART
crl-14942	240	7	define	define	VERB
crl-14942	240	8	the	the	DET
crl-14942	240	9	library	library	NOUN
crl-14942	240	10	's	's	PART
crl-14942	240	11	products	product	NOUN
crl-14942	240	12	and	and	CCONJ
crl-14942	240	13	services	service	NOUN
crl-14942	240	14	and	and	CCONJ
crl-14942	240	15	to	to	PART
crl-14942	240	16	show	show	VERB
crl-14942	240	17	students	student	NOUN
crl-14942	240	18	and	and	CCONJ
crl-14942	240	19	faculty	faculty	NOUN
crl-14942	240	20	what	what	DET
crl-14942	240	21	benefits	benefit	VERB
crl-14942	240	22	they	they	PRON
crl-14942	240	23	get	get	VERB
crl-14942	240	24	from	from	ADP
crl-14942	240	25	using	use	VERB
crl-14942	240	26	the	the	DET
crl-14942	240	27	library	library	NOUN
crl-14942	240	28	.	.	PUNCT
crl-14942	241	1	moreover	moreover	ADV
crl-14942	241	2	,	,	PUNCT
crl-14942	241	3	academic	academic	ADJ
crl-14942	241	4	librarians	librarian	NOUN
crl-14942	241	5	should	should	AUX
crl-14942	241	6	seriously	seriously	ADV
crl-14942	241	7	consider	consider	VERB
crl-14942	241	8	offering	offer	VERB
crl-14942	241	9	a	a	DET
crl-14942	241	10	multitiered	multitiered	ADJ
crl-14942	241	11	structure	structure	NOUN
crl-14942	241	12	of	of	ADP
crl-14942	241	13	products	product	NOUN
crl-14942	241	14	and	and	CCONJ
crl-14942	241	15	services	service	NOUN
crl-14942	241	16	.	.	PUNCT
crl-14942	242	1	at	at	ADP
crl-14942	242	2	one	one	NUM
crl-14942	242	3	end	end	NOUN
crl-14942	242	4	would	would	AUX
crl-14942	242	5	be	be	AUX
crl-14942	242	6	a	a	DET
crl-14942	242	7	quicker	quick	ADJ
crl-14942	242	8	,	,	PUNCT
crl-14942	242	9	more	more	ADV
crl-14942	242	10	generic	generic	ADJ
crl-14942	242	11	level	level	NOUN
crl-14942	242	12	of	of	ADP
crl-14942	242	13	service	service	NOUN
crl-14942	242	14	provided	provide	VERB
crl-14942	242	15	at	at	ADP
crl-14942	242	16	the	the	DET
crl-14942	242	17	information	information	NOUN
crl-14942	242	18	desk	desk	NOUN
crl-14942	242	19	staffed	staff	VERB
crl-14942	242	20	by	by	ADP
crl-14942	242	21	generalist	generalist	ADJ
crl-14942	242	22	librarians	librarian	NOUN
crl-14942	242	23	and	and	CCONJ
crl-14942	242	24	library	library	NOUN
crl-14942	242	25	assistants	assistant	NOUN
crl-14942	242	26	.	.	PUNCT
crl-14942	243	1	the	the	DET
crl-14942	243	2	other	other	ADJ
crl-14942	243	3	end	end	NOUN
crl-14942	243	4	of	of	ADP
crl-14942	243	5	the	the	DET
crl-14942	243	6	spectrum	spectrum	NOUN
crl-14942	243	7	would	would	AUX
crl-14942	243	8	be	be	AUX
crl-14942	243	9	customer	customer	NOUN
crl-14942	243	10	expectations	expectation	NOUN
crl-14942	243	11	43	43	NUM
crl-14942	243	12	characterized	characterize	VERB
crl-14942	243	13	by	by	ADP
crl-14942	243	14	highly	highly	ADV
crl-14942	243	15	specialized	specialized	ADJ
crl-14942	243	16	indepth	indepth	ADJ
crl-14942	243	17	reference	reference	NOUN
crl-14942	243	18	or	or	CCONJ
crl-14942	243	19	research	research	NOUN
crl-14942	243	20	support	support	NOUN
crl-14942	243	21	services	service	NOUN
crl-14942	243	22	provided	provide	VERB
crl-14942	243	23	by	by	ADP
crl-14942	243	24	subject	subject	ADJ
crl-14942	243	25	specialists	specialist	NOUN
crl-14942	243	26	on	on	ADP
crl-14942	243	27	an	an	DET
crl-14942	243	28	appointment	appointment	NOUN
crl-14942	243	29	basis	basis	NOUN
crl-14942	243	30	.	.	PUNCT
crl-14942	244	1	if	if	SCONJ
crl-14942	244	2	students	student	NOUN
crl-14942	244	3	and	and	CCONJ
crl-14942	244	4	faculty	faculty	NOUN
crl-14942	244	5	hold	hold	VERB
crl-14942	244	6	unrealistic	unrealistic	ADJ
crl-14942	244	7	expectations	expectation	NOUN
crl-14942	244	8	of	of	ADP
crl-14942	244	9	librarians	librarian	NOUN
crl-14942	244	10	and	and	CCONJ
crl-14942	244	11	library	library	NOUN
crl-14942	244	12	services	service	NOUN
crl-14942	244	13	,	,	PUNCT
crl-14942	244	14	it	it	PRON
crl-14942	244	15	may	may	AUX
crl-14942	244	16	be	be	AUX
crl-14942	244	17	because	because	SCONJ
crl-14942	244	18	of	of	ADP
crl-14942	244	19	a	a	DET
crl-14942	244	20	comparison	comparison	NOUN
crl-14942	244	21	they	they	PRON
crl-14942	244	22	have	have	AUX
crl-14942	244	23	made	make	VERB
crl-14942	244	24	with	with	ADP
crl-14942	244	25	providers	provider	NOUN
crl-14942	244	26	of	of	ADP
crl-14942	244	27	other	other	ADJ
crl-14942	244	28	types	type	NOUN
crl-14942	244	29	of	of	ADP
crl-14942	244	30	services	service	NOUN
crl-14942	244	31	.	.	PUNCT
crl-14942	245	1	therefore	therefore	ADV
crl-14942	245	2	,	,	PUNCT
crl-14942	245	3	a	a	DET
crl-14942	245	4	comprehensive	comprehensive	ADJ
crl-14942	245	5	information	information	NOUN
crl-14942	245	6	program	program	NOUN
crl-14942	245	7	relating	relate	VERB
crl-14942	245	8	to	to	ADP
crl-14942	245	9	products	product	NOUN
crl-14942	245	10	and	and	CCONJ
crl-14942	245	11	services	service	NOUN
crl-14942	245	12	should	should	AUX
crl-14942	245	13	alleviate	alleviate	VERB
crl-14942	245	14	this	this	DET
crl-14942	245	15	problem	problem	NOUN
crl-14942	245	16	considerably	considerably	ADV
crl-14942	245	17	.	.	PUNCT
crl-14942	246	1	while	while	SCONJ
crl-14942	246	2	such	such	DET
crl-14942	246	3	a	a	DET
crl-14942	246	4	program	program	NOUN
crl-14942	246	5	should	should	AUX
crl-14942	246	6	greatly	greatly	ADV
crl-14942	246	7	enhance	enhance	VERB
crl-14942	246	8	the	the	DET
crl-14942	246	9	knowledge	knowledge	NOUN
crl-14942	246	10	base	base	NOUN
crl-14942	246	11	of	of	ADP
crl-14942	246	12	students	student	NOUN
crl-14942	246	13	and	and	CCONJ
crl-14942	246	14	faculty	faculty	NOUN
crl-14942	246	15	,	,	PUNCT
crl-14942	246	16	librarians	librarian	NOUN
crl-14942	246	17	ought	ought	AUX
crl-14942	246	18	to	to	PART
crl-14942	246	19	consider	consider	VERB
crl-14942	246	20	a	a	DET
crl-14942	246	21	formal	formal	ADJ
crl-14942	246	22	education	education	NOUN
crl-14942	246	23	program	program	NOUN
crl-14942	246	24	in	in	ADP
crl-14942	246	25	addition	addition	NOUN
crl-14942	246	26	to	to	ADP
crl-14942	246	27	a	a	DET
crl-14942	246	28	program	program	NOUN
crl-14942	246	29	of	of	ADP
crl-14942	246	30	bibliographic	bibliographic	ADJ
crl-14942	246	31	instruction	instruction	NOUN
crl-14942	246	32	.	.	PUNCT
crl-14942	247	1	thus	thus	ADV
crl-14942	247	2	,	,	PUNCT
crl-14942	247	3	academic	academic	ADJ
crl-14942	247	4	librarians	librarian	NOUN
crl-14942	247	5	should	should	AUX
crl-14942	247	6	educate	educate	VERB
crl-14942	247	7	students	student	NOUN
crl-14942	247	8	and	and	CCONJ
crl-14942	247	9	faculty	faculty	NOUN
crl-14942	247	10	about	about	ADP
crl-14942	247	11	when	when	SCONJ
crl-14942	247	12	they	they	PRON
crl-14942	247	13	are	be	AUX
crl-14942	247	14	likely	likely	ADJ
crl-14942	247	15	to	to	PART
crl-14942	247	16	need	need	VERB
crl-14942	247	17	the	the	DET
crl-14942	247	18	library	library	NOUN
crl-14942	247	19	's	's	PART
crl-14942	247	20	products	product	NOUN
crl-14942	247	21	and	and	CCONJ
crl-14942	247	22	services	service	NOUN
crl-14942	247	23	as	as	ADV
crl-14942	247	24	well	well	ADV
crl-14942	247	25	as	as	ADP
crl-14942	247	26	how	how	SCONJ
crl-14942	247	27	they	they	PRON
crl-14942	247	28	can	can	AUX
crl-14942	247	29	be	be	AUX
crl-14942	247	30	used	use	VERB
crl-14942	247	31	most	most	ADV
crl-14942	247	32	effectively	effectively	ADV
crl-14942	247	33	.	.	PUNCT
crl-14942	248	1	not	not	PART
crl-14942	248	2	to	to	PART
crl-14942	248	3	be	be	AUX
crl-14942	248	4	excluded	exclude	VERB
crl-14942	248	5	is	be	AUX
crl-14942	248	6	a	a	DET
crl-14942	248	7	description	description	NOUN
crl-14942	248	8	of	of	ADP
crl-14942	248	9	the	the	DET
crl-14942	248	10	service	service	NOUN
crl-14942	248	11	delivery	delivery	NOUN
crl-14942	248	12	process	process	NOUN
crl-14942	248	13	,	,	PUNCT
crl-14942	248	14	providing	provide	VERB
crl-14942	248	15	an	an	DET
crl-14942	248	16	appropriate	appropriate	ADJ
crl-14942	248	17	and	and	CCONJ
crl-14942	248	18	not	not	PART
crl-14942	248	19	overwhelming	overwhelming	ADJ
crl-14942	248	20	amount	amount	NOUN
crl-14942	248	21	of	of	ADP
crl-14942	248	22	information	information	NOUN
crl-14942	248	23	that	that	PRON
crl-14942	248	24	explains	explain	VERB
crl-14942	248	25	the	the	DET
crl-14942	248	26	reasons	reason	NOUN
crl-14942	248	27	for	for	ADP
crl-14942	248	28	policies	policy	NOUN
crl-14942	248	29	or	or	CCONJ
crl-14942	248	30	procedures	procedure	NOUN
crl-14942	248	31	that	that	PRON
crl-14942	248	32	could	could	AUX
crl-14942	248	33	frustrate	frustrate	VERB
crl-14942	248	34	students	student	NOUN
crl-14942	248	35	and	and	CCONJ
crl-14942	248	36	faculty	faculty	NOUN
crl-14942	248	37	.	.	PUNCT
crl-14942	249	1	along	along	ADP
crl-14942	249	2	with	with	ADP
crl-14942	249	3	an	an	DET
crl-14942	249	4	explanation	explanation	NOUN
crl-14942	249	5	of	of	ADP
crl-14942	249	6	the	the	DET
crl-14942	249	7	process	process	NOUN
crl-14942	249	8	,	,	PUNCT
crl-14942	249	9	customers	customer	NOUN
crl-14942	249	10	likewise	likewise	ADV
crl-14942	249	11	need	need	VERB
crl-14942	249	12	to	to	PART
crl-14942	249	13	know	know	VERB
crl-14942	249	14	what	what	PRON
crl-14942	249	15	is	be	AUX
crl-14942	249	16	expected	expect	VERB
crl-14942	249	17	of	of	ADP
crl-14942	249	18	them	they	PRON
crl-14942	249	19	in	in	ADP
crl-14942	249	20	service	service	NOUN
crl-14942	249	21	delivery	delivery	NOUN
crl-14942	249	22	transactions	transaction	NOUN
crl-14942	249	23	.	.	PUNCT
crl-14942	250	1	strategies	strategy	NOUN
crl-14942	250	2	for	for	ADP
crl-14942	250	3	enhanced	enhanced	ADJ
crl-14942	250	4	communication	communication	NOUN
crl-14942	250	5	let	let	VERB
crl-14942	250	6	us	we	PRON
crl-14942	250	7	now	now	ADV
crl-14942	250	8	turn	turn	VERB
crl-14942	250	9	to	to	ADP
crl-14942	250	10	specific	specific	ADJ
crl-14942	250	11	ways	way	NOUN
crl-14942	250	12	in	in	ADP
crl-14942	250	13	which	which	PRON
crl-14942	250	14	academic	academic	ADJ
crl-14942	250	15	librarians	librarian	NOUN
crl-14942	250	16	can	can	AUX
crl-14942	250	17	either	either	CCONJ
crl-14942	250	18	initially	initially	ADV
crl-14942	250	19	establish	establish	VERB
crl-14942	250	20	or	or	CCONJ
crl-14942	250	21	further	far	ADV
crl-14942	250	22	enhance	enhance	VERB
crl-14942	250	23	their	their	PRON
crl-14942	250	24	communications	communication	NOUN
crl-14942	250	25	with	with	ADP
crl-14942	250	26	students	student	NOUN
crl-14942	250	27	and	and	CCONJ
crl-14942	250	28	faculty	faculty	NOUN
crl-14942	250	29	.	.	PUNCT
crl-14942	251	1	library	library	ADJ
crl-14942	251	2	staff	staff	NOUN
crl-14942	251	3	who	who	PRON
crl-14942	251	4	occupy	occupy	VERB
crl-14942	251	5	prime	prime	ADJ
crl-14942	251	6	public	public	ADJ
crl-14942	251	7	contact	contact	NOUN
crl-14942	251	8	positions	position	NOUN
crl-14942	251	9	are	be	AUX
crl-14942	251	10	key	key	ADJ
crl-14942	251	11	players	player	NOUN
crl-14942	251	12	.	.	PUNCT
crl-14942	252	1	in	in	ADP
crl-14942	252	2	establishing	establish	VERB
crl-14942	252	3	more	more	ADV
crl-14942	252	4	effective	effective	ADJ
crl-14942	252	5	communications	communication	NOUN
crl-14942	252	6	between	between	ADP
crl-14942	252	7	the	the	DET
crl-14942	252	8	library	library	NOUN
crl-14942	252	9	and	and	CCONJ
crl-14942	252	10	its	its	PRON
crl-14942	252	11	customers	customer	NOUN
crl-14942	252	12	.	.	PUNCT
crl-14942	253	1	these	these	DET
crl-14942	253	2	staff	staff	NOUN
crl-14942	253	3	members	member	NOUN
crl-14942	253	4	can	can	AUX
crl-14942	253	5	serve	serve	VERB
crl-14942	253	6	as	as	ADP
crl-14942	253	7	essential	essential	ADJ
crl-14942	253	8	conduits	conduit	NOUN
crl-14942	253	9	of	of	ADP
crl-14942	253	10	information	information	NOUN
crl-14942	253	11	in	in	ADP
crl-14942	253	12	either	either	DET
crl-14942	253	13	direction	direction	NOUN
crl-14942	253	14	,	,	PUNCT
crl-14942	253	15	and	and	CCONJ
crl-14942	253	16	they	they	PRON
crl-14942	253	17	would	would	AUX
crl-14942	253	18	do	do	VERB
crl-14942	253	19	well	well	ADV
crl-14942	253	20	to	to	PART
crl-14942	253	21	record	record	VERB
crl-14942	253	22	customer	customer	NOUN
crl-14942	253	23	compliments	compliment	NOUN
crl-14942	253	24	,	,	PUNCT
crl-14942	253	25	complaints	complaint	NOUN
crl-14942	253	26	,	,	PUNCT
crl-14942	253	27	concerns	concern	NOUN
crl-14942	253	28	,	,	PUNCT
crl-14942	253	29	needs	need	NOUN
crl-14942	253	30	,	,	PUNCT
crl-14942	253	31	and	and	CCONJ
crl-14942	253	32	expectations	expectation	NOUN
crl-14942	253	33	,	,	PUNCT
crl-14942	253	34	at	at	ADP
crl-14942	253	35	least	least	ADJ
crl-14942	253	36	on	on	ADP
crl-14942	253	37	a	a	DET
crl-14942	253	38	periodic	periodic	ADJ
crl-14942	253	39	basis	basis	NOUN
crl-14942	253	40	.	.	PUNCT
crl-14942	254	1	from	from	ADP
crl-14942	254	2	their	their	PRON
crl-14942	254	3	vantage	vantage	NOUN
crl-14942	254	4	point	point	NOUN
crl-14942	254	5	,	,	PUNCT
crl-14942	254	6	these	these	DET
crl-14942	254	7	staff	staff	NOUN
crl-14942	254	8	can	can	AUX
crl-14942	254	9	act	act	VERB
crl-14942	254	10	as	as	ADP
crl-14942	254	11	both	both	DET
crl-14942	254	12	extensions	extension	NOUN
crl-14942	254	13	of	of	ADP
crl-14942	254	14	their	their	PRON
crl-14942	254	15	customers	customer	NOUN
crl-14942	254	16	and	and	CCONJ
crl-14942	254	17	advocates	advocate	NOUN
crl-14942	254	18	for	for	ADP
crl-14942	254	19	customers	customer	NOUN
crl-14942	254	20	'	'	PART
crl-14942	254	21	needs	need	NOUN
crl-14942	254	22	.	.	PUNCT
crl-14942	255	1	academic	academic	ADJ
crl-14942	255	2	librarians	librarian	NOUN
crl-14942	255	3	need	need	VERB
crl-14942	255	4	to	to	PART
crl-14942	255	5	engage	engage	VERB
crl-14942	255	6	in	in	ADP
crl-14942	255	7	a	a	DET
crl-14942	255	8	wide	wide	ADJ
crl-14942	255	9	range	range	NOUN
crl-14942	255	10	of	of	ADP
crl-14942	255	11	market	market	NOUN
crl-14942	255	12	research	research	NOUN
crl-14942	255	13	activities	activity	NOUN
crl-14942	255	14	that	that	PRON
crl-14942	255	15	will	will	AUX
crl-14942	255	16	help	help	AUX
crl-14942	255	17	identify	identify	VERB
crl-14942	255	18	customer	customer	NOUN
crl-14942	255	19	44	44	NUM
crl-14942	255	20	college	college	PROPN
crl-14942	255	21	&	&	CCONJ
crl-14942	255	22	research	research	PROPN
crl-14942	255	23	libraries	library	NOUN
crl-14942	255	24	needs	need	NOUN
crl-14942	255	25	and	and	CCONJ
crl-14942	255	26	expectations	expectation	NOUN
crl-14942	255	27	.	.	PUNCT
crl-14942	256	1	focus	focus	NOUN
crl-14942	256	2	groups	group	NOUN
crl-14942	256	3	have	have	AUX
crl-14942	256	4	been	be	AUX
crl-14942	256	5	shown	show	VERB
crl-14942	256	6	effectively	effectively	ADV
crl-14942	256	7	to	to	PART
crl-14942	256	8	provide	provide	VERB
crl-14942	256	9	insights	insight	NOUN
crl-14942	256	10	and	and	CCONJ
crl-14942	256	11	perceptions	perception	NOUN
crl-14942	256	12	of	of	ADP
crl-14942	256	13	service	service	NOUN
crl-14942	256	14	quality	quality	NOUN
crl-14942	256	15	.	.	PUNCT
crl-14942	257	1	when	when	SCONJ
crl-14942	257	2	working	work	VERB
crl-14942	257	3	with	with	ADP
crl-14942	257	4	focus	focus	NOUN
crl-14942	257	5	groups	group	NOUN
crl-14942	257	6	,	,	PUNCT
crl-14942	257	7	academic	academic	ADJ
crl-14942	257	8	librarians	librarian	NOUN
crl-14942	257	9	should	should	AUX
crl-14942	257	10	attempt	attempt	VERB
crl-14942	257	11	to	to	PART
crl-14942	257	12	include	include	VERB
crl-14942	257	13	not	not	PART
crl-14942	257	14	only	only	ADV
crl-14942	257	15	experienced	experienced	ADJ
crl-14942	257	16	and	and	CCONJ
crl-14942	257	17	inexperienced	inexperienced	ADJ
crl-14942	257	18	users	user	NOUN
crl-14942	257	19	but	but	CCONJ
crl-14942	257	20	also	also	ADV
crl-14942	257	21	nonusers	nonuser	NOUN
crl-14942	257	22	as	as	ADV
crl-14942	257	23	well	well	ADV
crl-14942	257	24	because	because	SCONJ
crl-14942	257	25	the	the	DET
crl-14942	257	26	latter	latter	NOUN
crl-14942	257	27	may	may	AUX
crl-14942	257	28	have	have	AUX
crl-14942	257	29	turned	turn	VERB
crl-14942	257	30	to	to	PART
crl-14942	257	31	alternate	alternate	ADJ
crl-14942	257	32	service	service	NOUN
crl-14942	257	33	providers	provider	NOUN
crl-14942	257	34	.	.	PUNCT
crl-14942	258	1	other	other	ADJ
crl-14942	258	2	means	mean	NOUN
crl-14942	258	3	include	include	VERB
crl-14942	258	4	one	one	NUM
crl-14942	258	5	-	-	PUNCT
crl-14942	258	6	on	on	ADP
crl-14942	258	7	-	-	PUNCT
crl-14942	258	8	one	one	NUM
crl-14942	258	9	interviews	interview	NOUN
crl-14942	258	10	with	with	ADP
crl-14942	258	11	customers	customer	NOUN
crl-14942	258	12	,	,	PUNCT
crl-14942	258	13	questionnaires	questionnaire	NOUN
crl-14942	258	14	,	,	PUNCT
crl-14942	258	15	and	and	CCONJ
crl-14942	258	16	complaints	complaint	NOUN
crl-14942	258	17	or	or	CCONJ
crl-14942	258	18	compliments	compliment	NOUN
crl-14942	258	19	logs	log	NOUN
crl-14942	258	20	.	.	PUNCT
crl-14942	259	1	one	one	NUM
crl-14942	259	2	area	area	NOUN
crl-14942	259	3	in	in	ADP
crl-14942	259	4	which	which	PRON
crl-14942	259	5	most	most	ADJ
crl-14942	259	6	academic	academic	ADJ
crl-14942	259	7	librarians	librarian	NOUN
crl-14942	259	8	could	could	AUX
crl-14942	259	9	register	register	VERB
crl-14942	259	10	improvement	improvement	NOUN
crl-14942	259	11	involves	involve	VERB
crl-14942	259	12	the	the	DET
crl-14942	259	13	strategic	strategic	ADJ
crl-14942	259	14	use	use	NOUN
crl-14942	259	15	of	of	ADP
crl-14942	259	16	complaints	complaint	NOUN
crl-14942	259	17	.	.	PUNCT
crl-14942	260	1	while	while	SCONJ
crl-14942	260	2	it	it	PRON
crl-14942	260	3	is	be	AUX
crl-14942	260	4	easy	easy	ADJ
crl-14942	260	5	to	to	PART
crl-14942	260	6	acknowledge	acknowledge	VERB
crl-14942	260	7	and	and	CCONJ
crl-14942	260	8	respond	respond	VERB
crl-14942	260	9	to	to	ADP
crl-14942	260	10	customer	customer	NOUN
crl-14942	260	11	complaints	complaint	NOUN
crl-14942	260	12	,	,	PUNCT
crl-14942	260	13	how	how	SCONJ
crl-14942	260	14	often	often	ADV
crl-14942	260	15	are	be	AUX
crl-14942	260	16	the	the	DET
crl-14942	260	17	situations	situation	NOUN
crl-14942	260	18	identified	identify	VERB
crl-14942	260	19	in	in	ADP
crl-14942	260	20	complaints	complaint	NOUN
crl-14942	260	21	analyzed	analyze	VERB
crl-14942	260	22	with	with	ADP
crl-14942	260	23	the	the	DET
crl-14942	260	24	aim	aim	NOUN
crl-14942	260	25	of	of	ADP
crl-14942	260	26	instituting	institute	VERB
crl-14942	260	27	improvements	improvement	NOUN
crl-14942	260	28	?	?	PUNCT
crl-14942	261	1	complaints	complaint	NOUN
crl-14942	261	2	can	can	AUX
crl-14942	261	3	serve	serve	VERB
crl-14942	261	4	as	as	ADP
crl-14942	261	5	an	an	DET
crl-14942	261	6	inexpensive	inexpensive	ADJ
crl-14942	261	7	and	and	CCONJ
crl-14942	261	8	continuous	continuous	ADJ
crl-14942	261	9	source	source	NOUN
crl-14942	261	10	of	of	ADP
crl-14942	261	11	adjustment	adjustment	NOUN
crl-14942	261	12	to	to	ADP
crl-14942	261	13	the	the	DET
crl-14942	261	14	service	service	NOUN
crl-14942	261	15	delivery	delivery	NOUN
crl-14942	261	16	process	process	NOUN
crl-14942	261	17	,	,	PUNCT
crl-14942	261	18	and	and	CCONJ
crl-14942	261	19	they	they	PRON
crl-14942	261	20	give	give	VERB
crl-14942	261	21	top	top	ADJ
crl-14942	261	22	managers	manager	NOUN
crl-14942	261	23	a	a	DET
crl-14942	261	24	chance	chance	NOUN
crl-14942	261	25	to	to	PART
crl-14942	261	26	hear	hear	VERB
crl-14942	261	27	complaints	complaint	NOUN
crl-14942	261	28	directly	directly	ADV
crl-14942	261	29	from	from	ADP
crl-14942	261	30	customers	customer	NOUN
crl-14942	261	31	.	.	PUNCT
crl-14942	262	1	british	british	ADJ
crl-14942	262	2	airways	airway	NOUN
crl-14942	262	3	not	not	PART
crl-14942	262	4	only	only	ADV
crl-14942	262	5	established	establish	VERB
crl-14942	262	6	customer	customer	NOUN
crl-14942	262	7	complaint	complaint	NOUN
crl-14942	262	8	booths	booth	NOUN
crl-14942	262	9	at	at	ADP
crl-14942	262	10	its	its	PRON
crl-14942	262	11	heathrow	heathrow	NOUN
crl-14942	262	12	airport	airport	NOUN
crl-14942	262	13	hub	hub	NOUN
crl-14942	262	14	but	but	CCONJ
crl-14942	262	15	customers	customer	NOUN
crl-14942	262	16	also	also	ADV
crl-14942	262	17	have	have	VERB
crl-14942	262	18	the	the	DET
crl-14942	262	19	opportunity	opportunity	NOUN
crl-14942	262	20	to	to	PART
crl-14942	262	21	record	record	VERB
crl-14942	262	22	their	their	PRON
crl-14942	262	23	complaints	complaint	NOUN
crl-14942	262	24	on	on	ADP
crl-14942	262	25	video	video	NOUN
crl-14942	262	26	.	.	PUNCT
crl-14942	263	1	however	however	ADV
crl-14942	263	2	,	,	PUNCT
crl-14942	263	3	complaints	complaint	NOUN
crl-14942	263	4	should	should	AUX
crl-14942	263	5	be	be	AUX
crl-14942	263	6	placed	place	VERB
crl-14942	263	7	in	in	ADP
crl-14942	263	8	the	the	DET
crl-14942	263	9	proper	proper	ADJ
crl-14942	263	10	perspective	perspective	NOUN
crl-14942	263	11	.	.	PUNCT
crl-14942	264	1	zeithaml	zeithaml	PROPN
crl-14942	264	2	et	et	PROPN
crl-14942	264	3	al	al	PROPN
crl-14942	264	4	.	.	PROPN
crl-14942	265	1	report	report	VERB
crl-14942	265	2	that	that	SCONJ
crl-14942	265	3	less	less	ADJ
crl-14942	265	4	than	than	ADP
crl-14942	265	5	5	5	NUM
crl-14942	265	6	percent	percent	NOUN
crl-14942	265	7	of	of	ADP
crl-14942	265	8	customers	customer	NOUN
crl-14942	265	9	with	with	ADP
crl-14942	265	10	service	service	NOUN
crl-14942	265	11	delivery	delivery	NOUN
crl-14942	265	12	problems	problem	NOUN
crl-14942	265	13	formally	formally	ADV
crl-14942	265	14	register	register	VERB
crl-14942	265	15	complaints	complaint	NOUN
crl-14942	265	16	with	with	ADP
crl-14942	265	17	the	the	DET
crl-14942	265	18	service	service	NOUN
crl-14942	265	19	providers.26	providers.26	ADJ
crl-14942	265	20	academic	academic	ADJ
crl-14942	265	21	librarians	librarian	NOUN
crl-14942	265	22	have	have	AUX
crl-14942	265	23	made	make	VERB
crl-14942	265	24	frequent	frequent	ADJ
crl-14942	265	25	use	use	NOUN
crl-14942	265	26	of	of	ADP
crl-14942	265	27	survey	survey	NOUN
crl-14942	265	28	instruments	instrument	NOUN
crl-14942	265	29	to	to	PART
crl-14942	265	30	obtain	obtain	VERB
crl-14942	265	31	customer	customer	NOUN
crl-14942	265	32	input	input	NOUN
crl-14942	265	33	.	.	PUNCT
crl-14942	266	1	however	however	ADV
crl-14942	266	2	,	,	PUNCT
crl-14942	266	3	the	the	DET
crl-14942	266	4	definition	definition	NOUN
crl-14942	266	5	of	of	ADP
crl-14942	266	6	customer	customer	NOUN
crl-14942	266	7	should	should	AUX
crl-14942	266	8	be	be	AUX
crl-14942	266	9	expanded	expand	VERB
crl-14942	266	10	to	to	PART
crl-14942	266	11	include	include	VERB
crl-14942	266	12	not	not	PART
crl-14942	266	13	only	only	ADV
crl-14942	266	14	students	student	NOUN
crl-14942	266	15	and	and	CCONJ
crl-14942	266	16	faculty	faculty	NOUN
crl-14942	266	17	but	but	CCONJ
crl-14942	266	18	also	also	ADV
crl-14942	266	19	the	the	DET
crl-14942	266	20	library	library	NOUN
crl-14942	266	21	staff	staff	NOUN
crl-14942	266	22	,	,	PUNCT
crl-14942	266	23	who	who	PRON
crl-14942	266	24	,	,	PUNCT
crl-14942	266	25	as	as	ADP
crl-14942	266	26	internal	internal	ADJ
crl-14942	266	27	customers	customer	NOUN
crl-14942	266	28	,	,	PUNCT
crl-14942	266	29	also	also	ADV
crl-14942	266	30	receive	receive	VERB
crl-14942	266	31	service	service	NOUN
crl-14942	266	32	from	from	ADP
crl-14942	266	33	their	their	PRON
crl-14942	266	34	colleagues	colleague	NOUN
crl-14942	266	35	.	.	PUNCT
crl-14942	267	1	surveys	survey	NOUN
crl-14942	267	2	obviously	obviously	ADV
crl-14942	267	3	should	should	AUX
crl-14942	267	4	attempt	attempt	VERB
crl-14942	267	5	to	to	PART
crl-14942	267	6	measure	measure	VERB
crl-14942	267	7	customers	customer	NOUN
crl-14942	267	8	'	'	PART
crl-14942	267	9	overall	overall	ADJ
crl-14942	267	10	satisfaction	satisfaction	NOUN
crl-14942	267	11	.	.	PUNCT
crl-14942	268	1	loews	loews	PROPN
crl-14942	268	2	hotels	hotel	NOUN
crl-14942	268	3	currently	currently	ADV
crl-14942	268	4	uses	use	VERB
crl-14942	268	5	a	a	DET
crl-14942	268	6	customer	customer	NOUN
crl-14942	268	7	satisfaction	satisfaction	NOUN
crl-14942	268	8	survey	survey	NOUN
crl-14942	268	9	that	that	PRON
crl-14942	268	10	is	be	AUX
crl-14942	268	11	centered	center	VERB
crl-14942	268	12	exclusively	exclusively	ADV
crl-14942	268	13	on	on	ADP
crl-14942	268	14	customer	customer	NOUN
crl-14942	268	15	expectations	expectation	NOUN
crl-14942	268	16	.	.	PUNCT
crl-14942	269	1	more	more	ADV
crl-14942	269	2	specifically	specifically	ADV
crl-14942	269	3	,	,	PUNCT
crl-14942	269	4	surveys	survey	NOUN
crl-14942	269	5	should	should	AUX
crl-14942	269	6	focus	focus	VERB
crl-14942	269	7	on	on	ADP
crl-14942	269	8	staff	staff	NOUN
crl-14942	269	9	courtesy	courtesy	NOUN
crl-14942	269	10	and	and	CCONJ
crl-14942	269	11	competence	competence	NOUN
crl-14942	269	12	.	.	PUNCT
crl-14942	270	1	in	in	ADP
crl-14942	270	2	addition	addition	NOUN
crl-14942	270	3	,	,	PUNCT
crl-14942	270	4	libraries	library	NOUN
crl-14942	270	5	should	should	AUX
crl-14942	270	6	give	give	VERB
crl-14942	270	7	more	more	ADJ
crl-14942	270	8	attention	attention	NOUN
crl-14942	270	9	to	to	ADP
crl-14942	270	10	tracking	track	VERB
crl-14942	270	11	customer	customer	NOUN
crl-14942	270	12	satisfaction	satisfaction	NOUN
crl-14942	270	13	with	with	ADP
crl-14942	270	14	individual	individual	ADJ
crl-14942	270	15	service	service	NOUN
crl-14942	270	16	transactions	transaction	NOUN
crl-14942	270	17	by	by	ADP
crl-14942	270	18	surveying	survey	VERB
crl-14942	270	19	customers	customer	NOUN
crl-14942	270	20	immediately	immediately	ADV
crl-14942	270	21	after	after	ADP
crl-14942	270	22	the	the	DET
crl-14942	270	23	completion	completion	NOUN
crl-14942	270	24	of	of	ADP
crl-14942	270	25	the	the	DET
crl-14942	270	26	transaction	transaction	NOUN
crl-14942	270	27	.	.	PUNCT
crl-14942	271	1	january	january	PROPN
crl-14942	271	2	1995	1995	NUM
crl-14942	271	3	finally	finally	ADV
crl-14942	271	4	,	,	PUNCT
crl-14942	271	5	most	most	ADJ
crl-14942	271	6	academic	academic	ADJ
crl-14942	271	7	librarians	librarian	NOUN
crl-14942	271	8	have	have	VERB
crl-14942	271	9	considerable	considerable	ADJ
crl-14942	271	10	experience	experience	NOUN
crl-14942	271	11	with	with	ADP
crl-14942	271	12	library	library	ADJ
crl-14942	271	13	committees	committee	NOUN
crl-14942	271	14	as	as	ADP
crl-14942	271	15	conduits	conduit	NOUN
crl-14942	271	16	of	of	ADP
crl-14942	271	17	information	information	NOUN
crl-14942	271	18	.	.	PUNCT
crl-14942	272	1	to	to	PART
crl-14942	272	2	address	address	VERB
crl-14942	272	3	customer	customer	NOUN
crl-14942	272	4	needs	need	NOUN
crl-14942	272	5	,	,	PUNCT
crl-14942	272	6	wants	want	VERB
crl-14942	272	7	,	,	PUNCT
crl-14942	272	8	and	and	CCONJ
crl-14942	272	9	expectations	expectation	NOUN
crl-14942	272	10	more	more	ADV
crl-14942	272	11	adequately	adequately	ADV
crl-14942	272	12	,	,	PUNCT
crl-14942	272	13	librarians	librarian	NOUN
crl-14942	272	14	should	should	AUX
crl-14942	272	15	consider	consider	VERB
crl-14942	272	16	the	the	DET
crl-14942	272	17	creation	creation	NOUN
crl-14942	272	18	of	of	ADP
crl-14942	272	19	customer	customer	NOUN
crl-14942	272	20	panels	panel	NOUN
crl-14942	272	21	representing	represent	VERB
crl-14942	272	22	segments	segment	NOUN
crl-14942	272	23	of	of	ADP
crl-14942	272	24	customers	customer	NOUN
crl-14942	272	25	.	.	PUNCT
crl-14942	273	1	the	the	DET
crl-14942	273	2	key	key	NOUN
crl-14942	273	3	here	here	ADV
crl-14942	273	4	is	be	AUX
crl-14942	273	5	to	to	PART
crl-14942	273	6	view	view	VERB
crl-14942	273	7	customers	customer	NOUN
crl-14942	273	8	as	as	ADP
crl-14942	273	9	forming	form	VERB
crl-14942	273	10	segments	segment	NOUN
crl-14942	273	11	based	base	VERB
crl-14942	273	12	upon	upon	SCONJ
crl-14942	273	13	their	their	PRON
crl-14942	273	14	differing	differ	VERB
crl-14942	273	15	needs	need	NOUN
crl-14942	273	16	and	and	CCONJ
crl-14942	273	17	situations	situation	NOUN
crl-14942	273	18	.	.	PUNCT
crl-14942	274	1	perhaps	perhaps	ADV
crl-14942	274	2	most	most	ADV
crl-14942	274	3	significant	significant	ADJ
crl-14942	274	4	is	be	AUX
crl-14942	274	5	the	the	DET
crl-14942	274	6	need	need	NOUN
crl-14942	274	7	not	not	PART
crl-14942	274	8	only	only	ADV
crl-14942	274	9	to	to	PART
crl-14942	274	10	establish	establish	VERB
crl-14942	274	11	but	but	CCONJ
crl-14942	274	12	also	also	ADV
crl-14942	274	13	to	to	PART
crl-14942	274	14	maintain	maintain	VERB
crl-14942	274	15	daily	daily	ADJ
crl-14942	274	16	contact	contact	NOUN
crl-14942	274	17	with	with	ADP
crl-14942	274	18	a	a	DET
crl-14942	274	19	changing	change	VERB
crl-14942	274	20	segment	segment	NOUN
crl-14942	274	21	of	of	ADP
crl-14942	274	22	a	a	DET
crl-14942	274	23	library	library	NOUN
crl-14942	274	24	's	's	PART
crl-14942	274	25	customer	customer	NOUN
crl-14942	274	26	population	population	NOUN
crl-14942	274	27	.	.	PUNCT
crl-14942	275	1	in	in	ADP
crl-14942	275	2	smaller	small	ADJ
crl-14942	275	3	academic	academic	ADJ
crl-14942	275	4	libraries	library	NOUN
crl-14942	275	5	,	,	PUNCT
crl-14942	275	6	most	most	ADJ
crl-14942	275	7	staff	staff	NOUN
crl-14942	275	8	are	be	AUX
crl-14942	275	9	in	in	ADP
crl-14942	275	10	direct	direct	ADJ
crl-14942	275	11	contact	contact	NOUN
crl-14942	275	12	with	with	ADP
crl-14942	275	13	a	a	DET
crl-14942	275	14	significant	significant	ADJ
crl-14942	275	15	percentage	percentage	NOUN
crl-14942	275	16	of	of	ADP
crl-14942	275	17	their	their	PRON
crl-14942	275	18	customers	customer	NOUN
crl-14942	275	19	on	on	ADP
crl-14942	275	20	a	a	DET
crl-14942	275	21	daily	daily	ADJ
crl-14942	275	22	basis	basis	NOUN
crl-14942	275	23	.	.	PUNCT
crl-14942	276	1	thus	thus	ADV
crl-14942	276	2	,	,	PUNCT
crl-14942	276	3	staff	staff	NOUN
crl-14942	276	4	should	should	AUX
crl-14942	276	5	take	take	VERB
crl-14942	276	6	advantage	advantage	NOUN
crl-14942	276	7	of	of	ADP
crl-14942	276	8	this	this	DET
crl-14942	276	9	highly	highly	ADV
crl-14942	276	10	favorable	favorable	ADJ
crl-14942	276	11	situation	situation	NOUN
crl-14942	276	12	·	·	PUNCT
crl-14942	276	13	by	by	ADP
crl-14942	276	14	focusing	focus	VERB
crl-14942	276	15	on	on	ADP
crl-14942	276	16	and	and	CCONJ
crl-14942	276	17	improving	improve	VERB
crl-14942	276	18	their	their	PRON
crl-14942	276	19	listening	listening	NOUN
crl-14942	276	20	and	and	CCONJ
crl-14942	276	21	general	general	ADJ
crl-14942	276	22	communication	communication	NOUN
crl-14942	276	23	skills	skill	NOUN
crl-14942	276	24	.	.	PUNCT
crl-14942	277	1	a	a	DET
crl-14942	277	2	one	one	NUM
crl-14942	277	3	-	-	PUNCT
crl-14942	277	4	day	day	NOUN
crl-14942	277	5	staff	staff	NOUN
crl-14942	277	6	development	development	NOUN
crl-14942	277	7	workshop	workshop	NOUN
crl-14942	277	8	dealing	deal	VERB
crl-14942	277	9	with	with	ADP
crl-14942	277	10	this	this	DET
crl-14942	277	11	area	area	NOUN
crl-14942	277	12	could	could	AUX
crl-14942	277	13	be	be	AUX
crl-14942	277	14	extremely	extremely	ADV
crl-14942	277	15	beneficial	beneficial	ADJ
crl-14942	277	16	to	to	ADP
crl-14942	277	17	customers	customer	NOUN
crl-14942	277	18	,	,	PUNCT
crl-14942	277	19	staff	staff	NOUN
crl-14942	277	20	,	,	PUNCT
crl-14942	277	21	and	and	CCONJ
crl-14942	277	22	the	the	DET
crl-14942	277	23	library	library	NOUN
crl-14942	277	24	itself	itself	PRON
crl-14942	277	25	.	.	PUNCT
crl-14942	278	1	strategies	strategy	NOUN
crl-14942	278	2	for	for	ADP
crl-14942	278	3	enhanced	enhanced	ADJ
crl-14942	278	4	management	management	NOUN
crl-14942	278	5	in	in	ADP
crl-14942	278	6	conjunction	conjunction	NOUN
crl-14942	278	7	with	with	ADP
crl-14942	278	8	the	the	DET
crl-14942	278	9	development	development	NOUN
crl-14942	278	10	of	of	ADP
crl-14942	278	11	ongoing	ongoing	ADJ
crl-14942	278	12	relationships	relationship	NOUN
crl-14942	278	13	with	with	ADP
crl-14942	278	14	their	their	PRON
crl-14942	278	15	students	student	NOUN
crl-14942	278	16	and	and	CCONJ
crl-14942	278	17	faculty	faculty	NOUN
crl-14942	278	18	,	,	PUNCT
crl-14942	278	19	academic	academic	ADJ
crl-14942	278	20	librarians	librarian	NOUN
crl-14942	278	21	should	should	AUX
crl-14942	278	22	also	also	ADV
crl-14942	278	23	undertake	undertake	VERB
crl-14942	278	24	several	several	ADJ
crl-14942	278	25	new	new	ADJ
crl-14942	278	26	initiatives	initiative	NOUN
crl-14942	278	27	in	in	ADP
crl-14942	278	28	the	the	DET
crl-14942	278	29	area	area	NOUN
crl-14942	278	30	of	of	ADP
crl-14942	278	31	management	management	NOUN
crl-14942	278	32	or	or	CCONJ
crl-14942	278	33	administration	administration	NOUN
crl-14942	278	34	.	.	PUNCT
crl-14942	279	1	in	in	ADP
crl-14942	279	2	this	this	DET
crl-14942	279	3	area	area	NOUN
crl-14942	279	4	,	,	PUNCT
crl-14942	279	5	librarians	librarian	NOUN
crl-14942	279	6	have	have	VERB
crl-14942	279	7	greater	great	ADJ
crl-14942	279	8	control	control	NOUN
crl-14942	279	9	over	over	ADP
crl-14942	279	10	the	the	DET
crl-14942	279	11	key	key	ADJ
crl-14942	279	12	relevant	relevant	ADJ
crl-14942	279	13	factors	factor	NOUN
crl-14942	279	14	;	;	PUNCT
crl-14942	279	15	as	as	ADP
crl-14942	279	16	a	a	DET
crl-14942	279	17	result	result	NOUN
crl-14942	279	18	,	,	PUNCT
crl-14942	279	19	they	they	PRON
crl-14942	279	20	are	be	AUX
crl-14942	279	21	better	well	ADV
crl-14942	279	22	able	able	ADJ
crl-14942	279	23	to	to	PART
crl-14942	279	24	produce	produce	VERB
crl-14942	279	25	significant	significant	ADJ
crl-14942	279	26	results	result	NOUN
crl-14942	279	27	.	.	PUNCT
crl-14942	280	1	key	key	ADJ
crl-14942	280	2	areas	area	NOUN
crl-14942	280	3	on	on	ADP
crl-14942	280	4	which	which	PRON
crl-14942	280	5	librarians	librarian	NOUN
crl-14942	280	6	should	should	AUX
crl-14942	280	7	focus	focus	VERB
crl-14942	280	8	include	include	VERB
crl-14942	280	9	service	service	NOUN
crl-14942	280	10	quality	quality	NOUN
crl-14942	280	11	,	,	PUNCT
crl-14942	280	12	management	management	NOUN
crl-14942	280	13	systems	system	NOUN
crl-14942	280	14	,	,	PUNCT
crl-14942	280	15	decision	decision	NOUN
crl-14942	280	16	making	making	NOUN
crl-14942	280	17	and	and	CCONJ
crl-14942	280	18	supervision	supervision	NOUN
crl-14942	280	19	,	,	PUNCT
crl-14942	280	20	and	and	CCONJ
crl-14942	280	21	staff	staff	NOUN
crl-14942	280	22	interpersonal	interpersonal	ADJ
crl-14942	280	23	relations	relation	NOUN
crl-14942	280	24	.	.	PUNCT
crl-14942	281	1	while	while	SCONJ
crl-14942	281	2	technology	technology	NOUN
crl-14942	281	3	will	will	AUX
crl-14942	281	4	remain	remain	VERB
crl-14942	281	5	central	central	ADJ
crl-14942	281	6	to	to	ADP
crl-14942	281	7	academic	academic	ADJ
crl-14942	281	8	library	library	NOUN
crl-14942	281	9	operations	operation	NOUN
crl-14942	281	10	,	,	PUNCT
crl-14942	281	11	librarians	librarian	NOUN
crl-14942	281	12	must	must	AUX
crl-14942	281	13	also	also	ADV
crl-14942	281	14	direct	direct	VERB
crl-14942	281	15	considerable	considerable	ADJ
crl-14942	281	16	attention	attention	NOUN
crl-14942	281	17	toward	toward	ADP
crl-14942	281	18	the	the	DET
crl-14942	281	19	concept	concept	NOUN
crl-14942	281	20	of	of	ADP
crl-14942	281	21	service	service	NOUN
crl-14942	281	22	quality	quality	NOUN
crl-14942	281	23	.	.	PUNCT
crl-14942	282	1	basically	basically	ADV
crl-14942	282	2	,	,	PUNCT
crl-14942	282	3	academic	academic	ADJ
crl-14942	282	4	librarians	librarian	NOUN
crl-14942	282	5	will	will	AUX
crl-14942	282	6	need	need	VERB
crl-14942	282	7	to	to	PART
crl-14942	282	8	undertake	undertake	VERB
crl-14942	282	9	a	a	DET
crl-14942	282	10	comprehensive	comprehensive	ADJ
crl-14942	282	11	self	self	NOUN
crl-14942	282	12	-	-	PUNCT
crl-14942	282	13	examination	examination	NOUN
crl-14942	282	14	to	to	PART
crl-14942	282	15	ensure	ensure	VERB
crl-14942	282	16	that	that	SCONJ
crl-14942	282	17	their	their	PRON
crl-14942	282	18	service	service	NOUN
crl-14942	282	19	delivery	delivery	NOUN
crl-14942	282	20	systems	system	NOUN
crl-14942	282	21	coincide	coincide	VERB
crl-14942	282	22	with	with	ADP
crl-14942	282	23	and	and	CCONJ
crl-14942	282	24	are	be	AUX
crl-14942	282	25	appropriate	appropriate	ADJ
crl-14942	282	26	to	to	ADP
crl-14942	282	27	students	student	NOUN
crl-14942	282	28	'	'	PART
crl-14942	282	29	and	and	CCONJ
crl-14942	282	30	faculty	faculty	NOUN
crl-14942	282	31	members	member	NOUN
crl-14942	282	32	'	'	PART
crl-14942	282	33	expectations	expectation	NOUN
crl-14942	282	34	and	and	CCONJ
crl-14942	282	35	needs	need	NOUN
crl-14942	282	36	.	.	PUNCT
crl-14942	283	1	the	the	DET
crl-14942	283	2	result	result	NOUN
crl-14942	283	3	likely	likely	ADV
crl-14942	283	4	will	will	AUX
crl-14942	283	5	be	be	AUX
crl-14942	283	6	a	a	DET
crl-14942	283	7	realignment	realignment	NOUN
crl-14942	283	8	of	of	ADP
crl-14942	283	9	policies	policy	NOUN
crl-14942	283	10	and	and	CCONJ
crl-14942	283	11	management	management	NOUN
crl-14942	283	12	systems	system	NOUN
crl-14942	283	13	aimed	aim	VERB
crl-14942	283	14	to	to	PART
crl-14942	283	15	reinforce	reinforce	VERB
crl-14942	283	16	service	service	NOUN
crl-14942	283	17	quality	quality	NOUN
crl-14942	283	18	.	.	PUNCT
crl-14942	284	1	as	as	ADP
crl-14942	284	2	a	a	DET
crl-14942	284	3	part	part	NOUN
crl-14942	284	4	of	of	ADP
crl-14942	284	5	this	this	PRON
crl-14942	284	6	,	,	PUNCT
crl-14942	284	7	librarians	librarian	NOUN
crl-14942	284	8	will	will	AUX
crl-14942	284	9	clarify	clarify	VERB
crl-14942	284	10	customer	customer	NOUN
crl-14942	284	11	service	service	NOUN
crl-14942	284	12	priorities	priority	NOUN
crl-14942	284	13	(	(	PUNCT
crl-14942	284	14	based	base	VERB
crl-14942	284	15	upon	upon	SCONJ
crl-14942	284	16	the	the	DET
crl-14942	284	17	results	result	NOUN
crl-14942	284	18	of	of	ADP
crl-14942	284	19	customer	customer	NOUN
crl-14942	284	20	research	research	NOUN
crl-14942	284	21	)	)	PUNCT
crl-14942	284	22	,	,	PUNCT
crl-14942	284	23	establish	establish	VERB
crl-14942	284	24	more	more	ADV
crl-14942	284	25	convincingly	convincingly	ADV
crl-14942	284	26	the	the	DET
crl-14942	284	27	idea	idea	NOUN
crl-14942	284	28	of	of	ADP
crl-14942	284	29	the	the	DET
crl-14942	284	30	library	library	NOUN
crl-14942	284	31	's	's	PART
crl-14942	284	32	accountability	accountability	NOUN
crl-14942	284	33	to	to	ADP
crl-14942	284	34	students	student	NOUN
crl-14942	284	35	and	and	CCONJ
crl-14942	284	36	faculty	faculty	NOUN
crl-14942	284	37	among	among	ADP
crl-14942	284	38	other	other	ADJ
crl-14942	284	39	constituencies	constituency	NOUN
crl-14942	284	40	,	,	PUNCT
crl-14942	284	41	promote	promote	VERB
crl-14942	284	42	calculated	calculate	VERB
crl-14942	284	43	risk	risk	NOUN
crl-14942	284	44	taking	taking	NOUN
crl-14942	284	45	,	,	PUNCT
crl-14942	284	46	and	and	CCONJ
crl-14942	284	47	eliminate	eliminate	VERB
crl-14942	284	48	superfluous	superfluous	ADJ
crl-14942	284	49	checks	check	NOUN
crl-14942	284	50	and	and	CCONJ
crl-14942	284	51	balances	balance	NOUN
crl-14942	284	52	.	.	PUNCT
crl-14942	285	1	hearing	hear	VERB
crl-14942	285	2	complaints	complaint	NOUN
crl-14942	285	3	and	and	CCONJ
crl-14942	285	4	other	other	ADJ
crl-14942	285	5	input	input	NOUN
crl-14942	285	6	directly	directly	ADV
crl-14942	285	7	from	from	ADP
crl-14942	285	8	customers	customer	NOUN
crl-14942	285	9	provides	provide	VERB
crl-14942	285	10	library	library	ADJ
crl-14942	285	11	managers	manager	NOUN
crl-14942	285	12	with	with	ADP
crl-14942	285	13	a	a	DET
crl-14942	285	14	more	more	ADV
crl-14942	285	15	compelling	compelling	ADJ
crl-14942	285	16	reason	reason	NOUN
crl-14942	285	17	to	to	PART
crl-14942	285	18	work	work	VERB
crl-14942	285	19	with	with	ADP
crl-14942	285	20	other	other	ADJ
crl-14942	285	21	staff	staff	NOUN
crl-14942	285	22	for	for	ADP
crl-14942	285	23	the	the	DET
crl-14942	285	24	modification	modification	NOUN
crl-14942	285	25	of	of	ADP
crl-14942	285	26	the	the	DET
crl-14942	285	27	service	service	NOUN
crl-14942	285	28	delivery	delivery	NOUN
crl-14942	285	29	process	process	NOUN
crl-14942	285	30	.	.	PUNCT
crl-14942	286	1	consequently	consequently	ADV
crl-14942	286	2	,	,	PUNCT
crl-14942	286	3	librarians	librarian	NOUN
crl-14942	286	4	will	will	AUX
crl-14942	286	5	be	be	AUX
crl-14942	286	6	engaged	engage	VERB
crl-14942	286	7	in	in	ADP
crl-14942	286	8	the	the	DET
crl-14942	286	9	rather	rather	ADV
crl-14942	286	10	uncommon	uncommon	ADJ
crl-14942	286	11	task	task	NOUN
crl-14942	286	12	of	of	ADP
crl-14942	286	13	setting	set	VERB
crl-14942	286	14	service	service	NOUN
crl-14942	286	15	priorities	priority	NOUN
crl-14942	286	16	and	and	CCONJ
crl-14942	286	17	attainable	attainable	ADJ
crl-14942	286	18	service	service	NOUN
crl-14942	286	19	quality	quality	NOUN
crl-14942	286	20	targets	target	NOUN
crl-14942	286	21	.	.	PUNCT
crl-14942	287	1	accompanying	accompany	VERB
crl-14942	287	2	this	this	PRON
crl-14942	287	3	will	will	AUX
crl-14942	287	4	be	be	AUX
crl-14942	287	5	a	a	DET
crl-14942	287	6	redeployment	redeployment	NOUN
crl-14942	287	7	of	of	ADP
crl-14942	287	8	resources	resource	NOUN
crl-14942	287	9	after	after	SCONJ
crl-14942	287	10	customers	customer	NOUN
crl-14942	287	11	have	have	AUX
crl-14942	287	12	identified	identify	VERB
crl-14942	287	13	the	the	DET
crl-14942	287	14	varying	vary	VERB
crl-14942	287	15	degrees	degree	NOUN
crl-14942	287	16	of	of	ADP
crl-14942	287	17	importance	importance	NOUN
crl-14942	287	18	they	they	PRON
crl-14942	287	19	attach	attach	VERB
crl-14942	287	20	to	to	ADP
crl-14942	287	21	the	the	DET
crl-14942	287	22	services	service	NOUN
crl-14942	287	23	offered	offer	VERB
crl-14942	287	24	by	by	ADP
crl-14942	287	25	the	the	DET
crl-14942	287	26	librarians	librarian	NOUN
crl-14942	287	27	.	.	PUNCT
crl-14942	288	1	thus	thus	ADV
crl-14942	288	2	,	,	PUNCT
crl-14942	288	3	library	library	ADJ
crl-14942	288	4	staff	staff	NOUN
crl-14942	288	5	not	not	PART
crl-14942	288	6	only	only	ADV
crl-14942	288	7	will	will	AUX
crl-14942	288	8	see	see	VERB
crl-14942	288	9	their	their	PRON
crl-14942	288	10	work	work	NOUN
crl-14942	288	11	responsibilities	responsibility	NOUN
crl-14942	288	12	redesigned	redesign	VERB
crl-14942	288	13	as	as	ADP
crl-14942	288	14	tasks	task	NOUN
crl-14942	288	15	that	that	PRON
crl-14942	288	16	add	add	VERB
crl-14942	288	17	no	no	DET
crl-14942	288	18	value	value	NOUN
crl-14942	288	19	for	for	ADP
crl-14942	288	20	the	the	DET
crl-14942	288	21	customer	customer	NOUN
crl-14942	288	22	are	be	AUX
crl-14942	288	23	eliminated	eliminate	VERB
crl-14942	288	24	but	but	CCONJ
crl-14942	288	25	they	they	PRON
crl-14942	288	26	also	also	ADV
crl-14942	288	27	will	will	AUX
crl-14942	288	28	participate	participate	VERB
crl-14942	288	29	in	in	ADP
crl-14942	288	30	a	a	DET
crl-14942	288	31	performance	performance	NOUN
crl-14942	288	32	evaluation	evaluation	NOUN
crl-14942	288	33	process	process	NOUN
crl-14942	288	34	that	that	PRON
crl-14942	288	35	is	be	AUX
crl-14942	288	36	directly	directly	ADV
crl-14942	288	37	linked	link	VERB
crl-14942	288	38	to	to	ADP
crl-14942	288	39	service	service	NOUN
crl-14942	288	40	quality	quality	NOUN
crl-14942	288	41	.	.	PUNCT
crl-14942	289	1	finally	finally	ADV
crl-14942	289	2	,	,	PUNCT
crl-14942	289	3	the	the	DET
crl-14942	289	4	academic	academic	ADJ
crl-14942	289	5	library	library	NOUN
crl-14942	289	6	that	that	PRON
crl-14942	289	7	wishes	wish	VERB
crl-14942	289	8	to	to	PART
crl-14942	289	9	remain	remain	VERB
crl-14942	289	10	a	a	DET
crl-14942	289	11	viable	viable	ADJ
crl-14942	289	12	provider	provider	NOUN
crl-14942	289	13	of	of	ADP
crl-14942	289	14	services	service	NOUN
crl-14942	289	15	to	to	ADP
crl-14942	289	16	students	student	NOUN
crl-14942	289	17	and	and	CCONJ
crl-14942	289	18	faculty	faculty	NOUN
crl-14942	289	19	will	will	AUX
crl-14942	289	20	need	need	VERB
crl-14942	289	21	to	to	PART
crl-14942	289	22	completely	completely	ADV
crl-14942	289	23	integrate	integrate	VERB
crl-14942	289	24	its	its	PRON
crl-14942	289	25	services	service	NOUN
crl-14942	289	26	.	.	PUNCT
crl-14942	290	1	this	this	PRON
crl-14942	290	2	can	can	AUX
crl-14942	290	3	be	be	AUX
crl-14942	290	4	accomplished	accomplish	VERB
crl-14942	290	5	by	by	ADP
crl-14942	290	6	physically	physically	ADV
crl-14942	290	7	locating	locate	VERB
crl-14942	290	8	them	they	PRON
crl-14942	290	9	together	together	ADV
crl-14942	290	10	to	to	PART
crl-14942	290	11	enhance	enhance	VERB
crl-14942	290	12	communication	communication	NOUN
crl-14942	290	13	with	with	ADP
crl-14942	290	14	and	and	CCONJ
crl-14942	290	15	understanding	understand	VERB
crl-14942	290	16	for	for	ADP
crl-14942	290	17	customers	customer	NOUN
crl-14942	290	18	who	who	PRON
crl-14942	290	19	then	then	ADV
crl-14942	290	20	will	will	AUX
crl-14942	290	21	experience	experience	VERB
crl-14942	290	22	reduced	reduced	ADJ
crl-14942	290	23	travel	travel	NOUN
crl-14942	290	24	times	time	NOUN
crl-14942	290	25	and	and	CCONJ
crl-14942	290	26	distances	distance	NOUN
crl-14942	290	27	when	when	SCONJ
crl-14942	290	28	using	use	VERB
crl-14942	290	29	services	service	NOUN
crl-14942	290	30	that	that	PRON
crl-14942	290	31	are	be	AUX
crl-14942	290	32	related	relate	VERB
crl-14942	290	33	.	.	PUNCT
crl-14942	291	1	librarians	librarian	NOUN
crl-14942	291	2	could	could	AUX
crl-14942	291	3	consider	consider	VERB
crl-14942	291	4	the	the	DET
crl-14942	291	5	creation	creation	NOUN
crl-14942	291	6	of	of	ADP
crl-14942	291	7	a	a	DET
crl-14942	291	8	single	single	ADJ
crl-14942	291	9	service	service	NOUN
crl-14942	291	10	point	point	NOUN
crl-14942	291	11	for	for	ADP
crl-14942	291	12	reference	reference	NOUN
crl-14942	291	13	and	and	CCONJ
crl-14942	291	14	information	information	NOUN
crl-14942	291	15	services	service	NOUN
crl-14942	291	16	(	(	PUNCT
crl-14942	291	17	without	without	ADP
crl-14942	291	18	regard	regard	NOUN
crl-14942	291	19	for	for	ADP
crl-14942	291	20	material	material	NOUN
crl-14942	291	21	format	format	NOUN
crl-14942	291	22	)	)	PUNCT
crl-14942	291	23	and	and	CCONJ
crl-14942	291	24	interlibrary	interlibrary	ADJ
crl-14942	291	25	loan/	loan/	NUM
crl-14942	291	26	document	document	NOUN
crl-14942	291	27	delivery	delivery	NOUN
crl-14942	291	28	.	.	PUNCT
crl-14942	292	1	while	while	SCONJ
crl-14942	292	2	staff	staff	NOUN
crl-14942	292	3	who	who	PRON
crl-14942	292	4	have	have	VERB
crl-14942	292	5	specialized	specialized	ADJ
crl-14942	292	6	expertise	expertise	NOUN
crl-14942	292	7	in	in	ADP
crl-14942	292	8	some	some	PRON
crl-14942	292	9	of	of	ADP
crl-14942	292	10	these	these	DET
crl-14942	292	11	areas	area	NOUN
crl-14942	292	12	would	would	AUX
crl-14942	292	13	continue	continue	VERB
crl-14942	292	14	to	to	PART
crl-14942	292	15	work	work	VERB
crl-14942	292	16	,	,	PUNCT
crl-14942	292	17	the	the	DET
crl-14942	292	18	customer	customer	NOUN
crl-14942	292	19	would	would	AUX
crl-14942	292	20	perceive	perceive	VERB
crl-14942	292	21	a	a	DET
crl-14942	292	22	seamless	seamless	ADJ
crl-14942	292	23	provision	provision	NOUN
crl-14942	292	24	of	of	ADP
crl-14942	292	25	service	service	NOUN
crl-14942	292	26	based	base	VERB
crl-14942	292	27	on	on	ADP
crl-14942	292	28	fewer	few	ADJ
crl-14942	292	29	divisions	division	NOUN
crl-14942	292	30	.	.	PUNCT
crl-14942	293	1	as	as	SCONJ
crl-14942	293	2	librarians	librarian	NOUN
crl-14942	293	3	in	in	ADP
crl-14942	293	4	large	large	ADJ
crl-14942	293	5	academic	academic	ADJ
crl-14942	293	6	libraries	library	NOUN
crl-14942	293	7	conduct	conduct	VERB
crl-14942	293	8	their	their	PRON
crl-14942	293	9	self	self	NOUN
crl-14942	293	10	-	-	PUNCT
crl-14942	293	11	study	study	NOUN
crl-14942	293	12	of	of	ADP
crl-14942	293	13	management	management	NOUN
crl-14942	293	14	systems	system	NOUN
crl-14942	293	15	,	,	PUNCT
crl-14942	293	16	many	many	ADJ
crl-14942	293	17	will	will	AUX
crl-14942	293	18	find	find	VERB
crl-14942	293	19	that	that	SCONJ
crl-14942	293	20	customer	customer	NOUN
crl-14942	293	21	expectations	expectation	NOUN
crl-14942	293	22	45	45	NUM
crl-14942	293	23	organizational	organizational	ADJ
crl-14942	293	24	structures	structure	NOUN
crl-14942	293	25	may	may	AUX
crl-14942	293	26	be	be	AUX
crl-14942	293	27	sufficiently	sufficiently	ADV
crl-14942	293	28	complex	complex	ADJ
crl-14942	293	29	and	and	CCONJ
crl-14942	293	30	bureaucratic	bureaucratic	ADJ
crl-14942	293	31	to	to	PART
crl-14942	293	32	impede	impede	VERB
crl-14942	293	33	the	the	DET
crl-14942	293	34	provision	provision	NOUN
crl-14942	293	35	of	of	ADP
crl-14942	293	36	quality	quality	NOUN
crl-14942	293	37	services	service	NOUN
crl-14942	293	38	.	.	PUNCT
crl-14942	294	1	one	one	NUM
crl-14942	294	2	manifestation	manifestation	NOUN
crl-14942	294	3	of	of	ADP
crl-14942	294	4	this	this	DET
crl-14942	294	5	problem	problem	NOUN
crl-14942	294	6	is	be	AUX
crl-14942	294	7	an	an	DET
crl-14942	294	8	excessively	excessively	ADV
crl-14942	294	9	high	high	ADJ
crl-14942	294	10	number	number	NOUN
crl-14942	294	11	of	of	ADP
crl-14942	294	12	staff	staff	NOUN
crl-14942	294	13	with	with	ADP
crl-14942	294	14	no	no	DET
crl-14942	294	15	direct	direct	ADJ
crl-14942	294	16	contact	contact	NOUN
crl-14942	294	17	with	with	ADP
crl-14942	294	18	students	student	NOUN
crl-14942	294	19	,	,	PUNCT
crl-14942	294	20	faculty	faculty	NOUN
crl-14942	294	21	,	,	PUNCT
crl-14942	294	22	and	and	CCONJ
crl-14942	294	23	other	other	ADJ
crl-14942	294	24	customers	customer	NOUN
crl-14942	294	25	.	.	PUNCT
crl-14942	295	1	in	in	ADP
crl-14942	295	2	addition	addition	NOUN
crl-14942	295	3	,	,	PUNCT
crl-14942	295	4	too	too	ADV
crl-14942	295	5	many	many	ADJ
crl-14942	295	6	levels	level	NOUN
crl-14942	295	7	of	of	ADP
crl-14942	295	8	management	management	NOUN
crl-14942	295	9	may	may	AUX
crl-14942	295	10	inhibit	inhibit	VERB
crl-14942	295	11	both	both	CCONJ
crl-14942	295	12	upward	upward	ADJ
crl-14942	295	13	and	and	CCONJ
crl-14942	295	14	downward	downward	ADJ
crl-14942	295	15	communication	communication	NOUN
crl-14942	295	16	between	between	ADP
crl-14942	295	17	managers	manager	NOUN
crl-14942	295	18	and	and	CCONJ
crl-14942	295	19	service	service	NOUN
crl-14942	295	20	personnel	personnel	NOUN
crl-14942	295	21	.	.	PUNCT
crl-14942	296	1	particular	particular	ADJ
crl-14942	296	2	attention	attention	NOUN
crl-14942	296	3	should	should	AUX
crl-14942	296	4	be	be	AUX
crl-14942	296	5	given	give	VERB
crl-14942	296	6	to	to	ADP
crl-14942	296	7	either	either	CCONJ
crl-14942	296	8	the	the	DET
crl-14942	296	9	reconfiguration	reconfiguration	NOUN
crl-14942	296	10	or	or	CCONJ
crl-14942	296	11	elimination	elimination	NOUN
crl-14942	296	12	of	of	ADP
crl-14942	296	13	these	these	DET
crl-14942	296	14	nonservice	nonservice	NOUN
crl-14942	296	15	positions	position	NOUN
crl-14942	296	16	.	.	PUNCT
crl-14942	297	1	likewise	likewise	ADV
crl-14942	297	2	,	,	PUNCT
crl-14942	297	3	top	top	ADJ
crl-14942	297	4	managers	manager	NOUN
crl-14942	297	5	need	need	VERB
crl-14942	297	6	to	to	PART
crl-14942	297	7	ensure	ensure	VERB
crl-14942	297	8	that	that	DET
crl-14942	297	9	staff	staff	NOUN
crl-14942	297	10	in	in	ADP
crl-14942	297	11	public	public	ADJ
crl-14942	297	12	contact	contact	NOUN
crl-14942	297	13	positions	position	NOUN
crl-14942	297	14	forward	forward	ADV
crl-14942	297	15	customer	customer	NOUN
crl-14942	297	16	input	input	NOUN
crl-14942	297	17	to	to	ADP
crl-14942	297	18	managers	manager	NOUN
crl-14942	297	19	.	.	PUNCT
crl-14942	298	1	in	in	ADP
crl-14942	298	2	addition	addition	NOUN
crl-14942	298	3	,	,	PUNCT
crl-14942	298	4	those	those	DET
crl-14942	298	5	managers	manager	NOUN
crl-14942	298	6	should	should	AUX
crl-14942	298	7	adopt	adopt	VERB
crl-14942	298	8	a	a	DET
crl-14942	298	9	practice	practice	NOUN
crl-14942	298	10	common	common	ADJ
crl-14942	298	11	to	to	ADP
crl-14942	298	12	executives	executive	NOUN
crl-14942	298	13	in	in	ADP
crl-14942	298	14	other	other	ADJ
crl-14942	298	15	service	service	NOUN
crl-14942	298	16	industries	industry	NOUN
crl-14942	298	17	such	such	ADJ
crl-14942	298	18	as	as	ADP
crl-14942	298	19	retailing	retailing	NOUN
crl-14942	298	20	and	and	CCONJ
crl-14942	298	21	lodging	lodging	NOUN
crl-14942	298	22	-	-	PUNCT
crl-14942	298	23	periodically	periodically	ADV
crl-14942	298	24	spending	spend	VERB
crl-14942	298	25	time	time	NOUN
crl-14942	298	26	in	in	ADP
crl-14942	298	27	positions	position	NOUN
crl-14942	298	28	that	that	PRON
crl-14942	298	29	provide	provide	VERB
crl-14942	298	30	direct	direct	ADJ
crl-14942	298	31	contact	contact	NOUN
crl-14942	298	32	with	with	ADP
crl-14942	298	33	the	the	DET
crl-14942	298	34	public	public	NOUN
crl-14942	298	35	.	.	PUNCT
crl-14942	299	1	hearing	hear	VERB
crl-14942	299	2	complaints	complaint	NOUN
crl-14942	299	3	and	and	CCONJ
crl-14942	299	4	other	other	ADJ
crl-14942	299	5	input	input	NOUN
crl-14942	299	6	directly	directly	ADV
crl-14942	299	7	from	from	ADP
crl-14942	299	8	customers	customer	NOUN
crl-14942	299	9	provides	provide	VERB
crl-14942	299	10	library	library	ADJ
crl-14942	299	11	managers	manager	NOUN
crl-14942	299	12	with	with	ADP
crl-14942	299	13	a	a	DET
crl-14942	299	14	more	more	ADV
crl-14942	299	15	compelling	compelling	ADJ
crl-14942	299	16	reason	reason	NOUN
crl-14942	299	17	to	to	PART
crl-14942	299	18	work	work	VERB
crl-14942	299	19	with	with	ADP
crl-14942	299	20	other	other	ADJ
crl-14942	299	21	staff	staff	NOUN
crl-14942	299	22	for	for	ADP
crl-14942	299	23	the	the	DET
crl-14942	299	24	modification	modification	NOUN
crl-14942	299	25	of	of	ADP
crl-14942	299	26	the	the	DET
crl-14942	299	27	service	service	NOUN
crl-14942	299	28	delivery	delivery	NOUN
crl-14942	299	29	process	process	NOUN
crl-14942	299	30	.	.	PUNCT
crl-14942	300	1	academic	academic	ADJ
crl-14942	300	2	libraries	library	NOUN
crl-14942	300	3	are	be	AUX
crl-14942	300	4	not	not	PART
crl-14942	300	5	appreciably	appreciably	ADV
crl-14942	300	6	different	different	ADJ
crl-14942	300	7	from	from	ADP
crl-14942	300	8	the	the	DET
crl-14942	300	9	majority	majority	NOUN
crl-14942	300	10	of	of	ADP
crl-14942	300	11	service	service	NOUN
crl-14942	300	12	or	or	CCONJ
crl-14942	300	13	manufacturing	manufacturing	NOUN
crl-14942	300	14	organizations	organization	NOUN
crl-14942	300	15	often	often	ADV
crl-14942	300	16	characterized	characterize	VERB
crl-14942	300	17	by	by	ADP
crl-14942	300	18	a	a	DET
crl-14942	300	19	rather	rather	ADV
crl-14942	300	20	rigid	rigid	ADJ
crl-14942	300	21	hierarchical	hierarchical	ADJ
crl-14942	300	22	structure	structure	NOUN
crl-14942	300	23	for	for	ADP
crl-14942	300	24	decision	decision	NOUN
crl-14942	300	25	making	making	NOUN
crl-14942	300	26	.	.	PUNCT
crl-14942	301	1	typical	typical	ADJ
crl-14942	301	2	environments	environment	NOUN
crl-14942	301	3	involve	involve	VERB
crl-14942	301	4	one	one	NUM
crl-14942	301	5	or	or	CCONJ
crl-14942	301	6	more	more	ADJ
crl-14942	301	7	managers	manager	NOUN
crl-14942	301	8	who	who	PRON
crl-14942	301	9	make	make	VERB
crl-14942	301	10	policy	policy	NOUN
crl-14942	301	11	or	or	CCONJ
crl-14942	301	12	procedure	procedure	NOUN
crl-14942	301	13	decisions	decision	NOUN
crl-14942	301	14	,	,	PUNCT
crl-14942	301	15	with	with	ADP
crl-14942	301	16	or	or	CCONJ
crl-14942	301	17	without	without	ADP
crl-14942	301	18	input	input	NOUN
crl-14942	301	19	from	from	ADP
crl-14942	301	20	staff	staff	NOUN
crl-14942	301	21	in	in	ADP
crl-14942	301	22	key	key	ADJ
crl-14942	301	23	public	public	ADJ
crl-14942	301	24	contact	contact	NOUN
crl-14942	301	25	positions	position	NOUN
crl-14942	301	26	,	,	PUNCT
crl-14942	301	27	and	and	CCONJ
crl-14942	301	28	who	who	PRON
crl-14942	301	29	then	then	ADV
crl-14942	301	30	direct	direct	VERB
crl-14942	301	31	the	the	DET
crl-14942	301	32	staff	staff	NOUN
crl-14942	301	33	having	have	VERB
crl-14942	301	34	responsibility	responsibility	NOUN
crl-14942	301	35	for	for	ADP
crl-14942	301	36	implementing	implement	VERB
crl-14942	301	37	those	those	DET
crl-14942	301	38	policies	policy	NOUN
crl-14942	301	39	or	or	CCONJ
crl-14942	301	40	procedures	procedure	NOUN
crl-14942	301	41	.	.	PUNCT
crl-14942	302	1	upper	upper	ADJ
crl-14942	302	2	-	-	PUNCT
crl-14942	302	3	level	level	NOUN
crl-14942	302	4	academic	academic	ADJ
crl-14942	302	5	library	library	NOUN
crl-14942	302	6	managers	manager	NOUN
crl-14942	302	7	need	need	VERB
crl-14942	302	8	to	to	PART
crl-14942	302	9	confront	confront	VERB
crl-14942	302	10	the	the	DET
crl-14942	302	11	issue	issue	NOUN
crl-14942	302	12	of	of	ADP
crl-14942	302	13	control	control	NOUN
crl-14942	302	14	,	,	PUNCT
crl-14942	302	15	and	and	CCONJ
crl-14942	302	16	simultaneously	simultaneously	ADV
crl-14942	302	17	realize	realize	VERB
crl-14942	302	18	that	that	SCONJ
crl-14942	302	19	for	for	ADP
crl-14942	302	20	today	today	NOUN
crl-14942	302	21	's	's	PART
crl-14942	302	22	leaders	leader	NOUN
crl-14942	302	23	the	the	DET
crl-14942	302	24	element	element	NOUN
crl-14942	302	25	of	of	ADP
crl-14942	302	26	control	control	NOUN
crl-14942	302	27	no	no	ADV
crl-14942	302	28	longer	long	ADV
crl-14942	302	29	occupies	occupy	VERB
crl-14942	302	30	such	such	DET
crl-14942	302	31	a	a	DET
crl-14942	302	32	central	central	ADJ
crl-14942	302	33	position	position	NOUN
crl-14942	302	34	.	.	PUNCT
crl-14942	303	1	although	although	SCONJ
crl-14942	303	2	it	it	PRON
crl-14942	303	3	may	may	AUX
crl-14942	303	4	be	be	AUX
crl-14942	303	5	considered	consider	VERB
crl-14942	303	6	somewhat	somewhat	ADV
crl-14942	303	7	trite	trite	ADJ
crl-14942	303	8	,	,	PUNCT
crl-14942	303	9	the	the	DET
crl-14942	303	10	concept	concept	NOUN
crl-14942	303	11	of	of	ADP
crl-14942	303	12	staff	staff	NOUN
crl-14942	303	13	empowerment	empowerment	NOUN
crl-14942	303	14	definitely	definitely	ADV
crl-14942	303	15	has	have	VERB
crl-14942	303	16	merit	merit	NOUN
crl-14942	303	17	and	and	CCONJ
crl-14942	303	18	is	be	AUX
crl-14942	303	19	worthy	worthy	ADJ
crl-14942	303	20	of	of	ADP
crl-14942	303	21	consideration	consideration	NOUN
crl-14942	303	22	by	by	ADP
crl-14942	303	23	most	most	ADJ
crl-14942	303	24	academic	academic	ADJ
crl-14942	303	25	librarians	librarian	NOUN
crl-14942	303	26	.	.	PUNCT
crl-14942	304	1	perhaps	perhaps	ADV
crl-14942	304	2	the	the	DET
crl-14942	304	3	most	most	ADV
crl-14942	304	4	extreme	extreme	ADJ
crl-14942	304	5	(	(	PUNCT
crl-14942	304	6	in	in	ADP
crl-14942	304	7	a	a	DET
crl-14942	304	8	positive	positive	ADJ
crl-14942	304	9	sense	sense	NOUN
crl-14942	304	10	)	)	PUNCT
crl-14942	304	11	situation	situation	NOUN
crl-14942	304	12	is	be	AUX
crl-14942	304	13	one	one	NUM
crl-14942	304	14	in	in	ADP
crl-14942	304	15	which	which	DET
crl-14942	304	16	staff	staff	NOUN
crl-14942	304	17	at	at	ADP
crl-14942	304	18	the	the	DET
crl-14942	304	19	library	library	NOUN
crl-14942	304	20	's	's	PART
crl-14942	304	21	various	various	ADJ
crl-14942	304	22	service	service	NOUN
crl-14942	304	23	points	point	NOUN
crl-14942	304	24	possess	possess	VERB
crl-14942	304	25	the	the	DET
crl-14942	304	26	flexibility	flexibility	NOUN
crl-14942	304	27	needed	need	VERB
crl-14942	304	28	for	for	ADP
crl-14942	304	29	resolving	resolve	VERB
crl-14942	304	30	service	service	NOUN
crl-14942	304	31	problems	problem	NOUN
crl-14942	304	32	that	that	PRON
crl-14942	304	33	they	they	PRON
crl-14942	304	34	encounter	encounter	VERB
crl-14942	304	35	.	.	PUNCT
crl-14942	305	1	decision	decision	NOUN
crl-14942	305	2	-	-	PUNCT
crl-14942	305	3	making	make	VERB
crl-14942	305	4	authority	authority	NOUN
crl-14942	305	5	46	46	NUM
crl-14942	305	6	college	college	PROPN
crl-14942	305	7	&	&	CCONJ
crl-14942	305	8	research	research	PROPN
crl-14942	305	9	libraries	library	NOUN
crl-14942	305	10	should	should	AUX
crl-14942	305	11	be	be	AUX
crl-14942	305	12	pushed	push	VERB
crl-14942	305	13	down	down	ADP
crl-14942	305	14	to	to	ADP
crl-14942	305	15	the	the	DET
crl-14942	305	16	lowest	low	ADJ
crl-14942	305	17	level	level	NOUN
crl-14942	305	18	possible	possible	ADJ
crl-14942	305	19	so	so	SCONJ
crl-14942	305	20	that	that	SCONJ
crl-14942	305	21	staff	staff	NOUN
crl-14942	305	22	involved	involve	VERB
crl-14942	305	23	in	in	ADP
crl-14942	305	24	direct	direct	ADJ
crl-14942	305	25	contact	contact	NOUN
crl-14942	305	26	with	with	ADP
crl-14942	305	27	customers	customer	NOUN
crl-14942	305	28	possess	possess	VERB
crl-14942	305	29	the	the	DET
crl-14942	305	30	ability	ability	NOUN
crl-14942	305	31	to	to	PART
crl-14942	305	32	make	make	VERB
crl-14942	305	33	those	those	DET
crl-14942	305	34	decisions	decision	NOUN
crl-14942	305	35	that	that	PRON
crl-14942	305	36	directly	directly	ADV
crl-14942	305	37	affect	affect	VERB
crl-14942	305	38	their	their	PRON
crl-14942	305	39	operations	operation	NOUN
crl-14942	305	40	,	,	PUNCT
crl-14942	305	41	their	their	PRON
crl-14942	305	42	customers	customer	NOUN
crl-14942	305	43	,	,	PUNCT
crl-14942	305	44	and	and	CCONJ
crl-14942	305	45	themselves	themselves	PRON
crl-14942	305	46	.	.	PUNCT
crl-14942	306	1	in	in	ADP
crl-14942	306	2	many	many	ADJ
crl-14942	306	3	libraries	library	NOUN
crl-14942	306	4	,	,	PUNCT
crl-14942	306	5	however	however	ADV
crl-14942	306	6	,	,	PUNCT
crl-14942	306	7	evolution	evolution	NOUN
crl-14942	306	8	rather	rather	ADV
crl-14942	306	9	than	than	ADP
crl-14942	306	10	revolution	revolution	NOUN
crl-14942	306	11	may	may	AUX
crl-14942	306	12	be	be	AUX
crl-14942	306	13	more	more	ADV
crl-14942	306	14	appropriate	appropriate	ADJ
crl-14942	306	15	.	.	PUNCT
crl-14942	307	1	in	in	ADP
crl-14942	307	2	those	those	DET
crl-14942	307	3	instances	instance	NOUN
crl-14942	307	4	,	,	PUNCT
crl-14942	307	5	managers	manager	NOUN
crl-14942	307	6	need	need	VERB
crl-14942	307	7	to	to	PART
crl-14942	307	8	involve	involve	VERB
crl-14942	307	9	as	as	ADV
crl-14942	307	10	many	many	ADJ
crl-14942	307	11	staff	staff	NOUN
crl-14942	307	12	as	as	ADP
crl-14942	307	13	possible	possible	ADJ
crl-14942	307	14	,	,	PUNCT
crl-14942	307	15	emphasize	emphasize	VERB
crl-14942	307	16	teamwork	teamwork	NOUN
crl-14942	307	17	,	,	PUNCT
crl-14942	307	18	and	and	CCONJ
crl-14942	307	19	,	,	PUNCT
crl-14942	307	20	in	in	ADP
crl-14942	307	21	general	general	ADJ
crl-14942	307	22	,	,	PUNCT
crl-14942	307	23	create	create	VERB
crl-14942	307	24	a	a	DET
crl-14942	307	25	cooperative	cooperative	ADJ
crl-14942	307	26	,	,	PUNCT
crl-14942	307	27	nonconfrontational	nonconfrontational	ADJ
crl-14942	307	28	,	,	PUNCT
crl-14942	307	29	participative	participative	ADJ
crl-14942	307	30	work	work	NOUN
crl-14942	307	31	environment	environment	NOUN
crl-14942	307	32	.	.	PUNCT
crl-14942	308	1	managers	manager	NOUN
crl-14942	308	2	also	also	ADV
crl-14942	308	3	need	need	VERB
crl-14942	308	4	to	to	PART
crl-14942	308	5	provide	provide	VERB
crl-14942	308	6	proper	proper	ADJ
crl-14942	308	7	training	training	NOUN
crl-14942	308	8	if	if	SCONJ
crl-14942	308	9	this	this	DET
crl-14942	308	10	empowerment	empowerment	NOUN
crl-14942	308	11	is	be	AUX
crl-14942	308	12	to	to	PART
crl-14942	308	13	succeed	succeed	VERB
crl-14942	308	14	.	.	PUNCT
crl-14942	309	1	staff	staff	NOUN
crl-14942	309	2	interpersonal	interpersonal	ADJ
crl-14942	309	3	relations	relation	NOUN
crl-14942	309	4	is	be	AUX
crl-14942	309	5	by	by	ADP
crl-14942	309	6	no	no	DET
crl-14942	309	7	means	means	NOUN
crl-14942	309	8	the	the	DET
crl-14942	309	9	least	least	ADV
crl-14942	309	10	significant	significant	ADJ
crl-14942	309	11	area	area	NOUN
crl-14942	309	12	upon	upon	SCONJ
crl-14942	309	13	which	which	PRON
crl-14942	309	14	academic	academic	ADJ
crl-14942	309	15	librarians	librarian	NOUN
crl-14942	309	16	should	should	AUX
crl-14942	309	17	focus	focus	VERB
crl-14942	309	18	in	in	ADP
crl-14942	309	19	order	order	NOUN
crl-14942	309	20	to	to	PART
crl-14942	309	21	enhance	enhance	VERB
crl-14942	309	22	customer	customer	NOUN
crl-14942	309	23	satisfaction	satisfaction	NOUN
crl-14942	309	24	and	and	CCONJ
crl-14942	309	25	meet	meet	VERB
crl-14942	309	26	customer	customer	NOUN
crl-14942	309	27	expectations	expectation	NOUN
crl-14942	309	28	.	.	PUNCT
crl-14942	310	1	in	in	ADP
crl-14942	310	2	fact	fact	NOUN
crl-14942	310	3	,	,	PUNCT
crl-14942	310	4	this	this	PRON
crl-14942	310	5	may	may	AUX
crl-14942	310	6	be	be	AUX
crl-14942	310	7	the	the	DET
crl-14942	310	8	most	most	ADV
crl-14942	310	9	critical	critical	ADJ
crl-14942	310	10	element	element	NOUN
crl-14942	310	11	if	if	SCONJ
crl-14942	310	12	it	it	PRON
crl-14942	310	13	is	be	AUX
crl-14942	310	14	valid	valid	ADJ
crl-14942	310	15	to	to	PART
crl-14942	310	16	assume	assume	VERB
crl-14942	310	17	that	that	SCONJ
crl-14942	310	18	the	the	DET
crl-14942	310	19	overall	overall	ADJ
crl-14942	310	20	work	work	NOUN
crl-14942	310	21	environment	environment	NOUN
crl-14942	310	22	is	be	AUX
crl-14942	310	23	largely	largely	ADV
crl-14942	310	24	responsible	responsible	ADJ
crl-14942	310	25	for	for	ADP
crl-14942	310	26	the	the	DET
crl-14942	310	27	degree	degree	NOUN
crl-14942	310	28	to	to	PART
crl-14942	310	29	which	which	PRON
crl-14942	310	30	library	library	ADJ
crl-14942	310	31	staff	staff	NOUN
crl-14942	310	32	attempt	attempt	VERB
crl-14942	310	33	to	to	PART
crl-14942	310	34	promote	promote	VERB
crl-14942	310	35	customer	customer	NOUN
crl-14942	310	36	satisfaction	satisfaction	NOUN
crl-14942	310	37	.	.	PUNCT
crl-14942	311	1	as	as	SCONJ
crl-14942	311	2	mentioned	mention	VERB
crl-14942	311	3	earlier	early	ADV
crl-14942	311	4	,	,	PUNCT
crl-14942	311	5	no	no	DET
crl-14942	311	6	effort	effort	NOUN
crl-14942	311	7	to	to	PART
crl-14942	311	8	enhance	enhance	VERB
crl-14942	311	9	customer	customer	NOUN
crl-14942	311	10	satisfaction	satisfaction	NOUN
crl-14942	311	11	will	will	AUX
crl-14942	311	12	succeed	succeed	VERB
crl-14942	311	13	unless	unless	SCONJ
crl-14942	311	14	students	student	NOUN
crl-14942	311	15	and	and	CCONJ
crl-14942	311	16	faculty	faculty	NOUN
crl-14942	311	17	are	be	AUX
crl-14942	311	18	convinced	convince	VERB
crl-14942	311	19	that	that	SCONJ
crl-14942	311	20	library	library	NOUN
crl-14942	311	21	staff	staff	NOUN
crl-14942	311	22	,	,	PUNCT
crl-14942	311	23	as	as	ADP
crl-14942	311	24	service	service	NOUN
crl-14942	311	25	providers	provider	NOUN
crl-14942	311	26	,	,	PUNCT
crl-14942	311	27	care	care	VERB
crl-14942	311	28	about	about	ADP
crl-14942	311	29	the	the	DET
crl-14942	311	30	quality	quality	NOUN
crl-14942	311	31	of	of	ADP
crl-14942	311	32	service	service	NOUN
crl-14942	311	33	they	they	PRON
crl-14942	311	34	provide	provide	VERB
crl-14942	311	35	and	and	CCONJ
crl-14942	311	36	the	the	DET
crl-14942	311	37	manner	manner	NOUN
crl-14942	311	38	in	in	ADP
crl-14942	311	39	which	which	PRON
crl-14942	311	40	they	they	PRON
crl-14942	311	41	do	do	VERB
crl-14942	311	42	it	it	PRON
crl-14942	311	43	.	.	PUNCT
crl-14942	312	1	however	however	ADV
crl-14942	312	2	,	,	PUNCT
crl-14942	312	3	library	library	ADJ
crl-14942	312	4	staff	staff	NOUN
crl-14942	312	5	will	will	AUX
crl-14942	312	6	not	not	PART
crl-14942	312	7	demonstrate	demonstrate	VERB
crl-14942	312	8	a	a	DET
crl-14942	312	9	high	high	ADJ
crl-14942	312	10	degree	degree	NOUN
crl-14942	312	11	of	of	ADP
crl-14942	312	12	commitment	commitment	NOUN
crl-14942	312	13	and	and	CCONJ
crl-14942	312	14	caring	care	VERB
crl-14942	312	15	unless	unless	SCONJ
crl-14942	312	16	they	they	PRON
crl-14942	312	17	believe	believe	VERB
crl-14942	312	18	that	that	SCONJ
crl-14942	312	19	library	library	ADJ
crl-14942	312	20	management	management	NOUN
crl-14942	312	21	cares	care	VERB
crl-14942	312	22	about	about	ADP
crl-14942	312	23	the	the	DET
crl-14942	312	24	staff	staff	NOUN
crl-14942	312	25	as	as	ADV
crl-14942	312	26	well	well	ADV
crl-14942	312	27	.	.	PUNCT
crl-14942	313	1	simply	simply	ADV
crl-14942	313	2	put	put	VERB
crl-14942	313	3	,	,	PUNCT
crl-14942	313	4	cusjanuary	cusjanuary	NOUN
crl-14942	313	5	1995	1995	NUM
crl-14942	313	6	tomer	tomer	NOUN
crl-14942	313	7	satisfaction	satisfaction	NOUN
crl-14942	313	8	equals	equal	VERB
crl-14942	313	9	employee	employee	NOUN
crl-14942	313	10	satisfaction	satisfaction	NOUN
crl-14942	313	11	.	.	PUNCT
crl-14942	314	1	library	library	NOUN
crl-14942	314	2	managers	manager	NOUN
crl-14942	314	3	need	need	VERB
crl-14942	314	4	to	to	PART
crl-14942	314	5	ensure	ensure	VERB
crl-14942	314	6	that	that	SCONJ
crl-14942	314	7	they	they	PRON
crl-14942	314	8	provide	provide	VERB
crl-14942	314	9	·	·	PUNCT
crl-14942	314	10	staff	staff	NOUN
crl-14942	314	11	with	with	ADP
crl-14942	314	12	sufficient	sufficient	ADJ
crl-14942	314	13	incentives	incentive	NOUN
crl-14942	314	14	to	to	PART
crl-14942	314	15	do	do	AUX
crl-14942	314	16	things	thing	NOUN
crl-14942	314	17	right	right	ADV
crl-14942	314	18	and	and	CCONJ
crl-14942	314	19	to	to	PART
crl-14942	314	20	promote	promote	VERB
crl-14942	314	21	customer	customer	NOUN
crl-14942	314	22	satisfaction	satisfaction	NOUN
crl-14942	314	23	.	.	PUNCT
crl-14942	315	1	in	in	ADP
crl-14942	315	2	addition	addition	NOUN
crl-14942	315	3	,	,	PUNCT
crl-14942	315	4	managers	manager	NOUN
crl-14942	315	5	must	must	AUX
crl-14942	315	6	treat	treat	VERB
crl-14942	315	7	their	their	PRON
crl-14942	315	8	colleagues	colleague	NOUN
crl-14942	315	9	with	with	ADP
crl-14942	315	10	respect	respect	NOUN
crl-14942	315	11	and	and	CCONJ
crl-14942	315	12	trust	trust	NOUN
crl-14942	315	13	,	,	PUNCT
crl-14942	315	14	as	as	ADP
crl-14942	315	15	human	human	ADJ
crl-14942	315	16	beings	being	NOUN
crl-14942	315	17	rather	rather	ADV
crl-14942	315	18	than	than	ADP
crl-14942	315	19	mere	mere	ADJ
crl-14942	315	20	agents	agent	NOUN
crl-14942	315	21	employed	employ	VERB
crl-14942	315	22	in	in	ADP
crl-14942	315	23	carrying	carry	VERB
crl-14942	315	24	out	out	ADP
crl-14942	315	25	tasks	task	NOUN
crl-14942	315	26	.	.	PUNCT
crl-14942	316	1	lastly	lastly	ADV
crl-14942	316	2	,	,	PUNCT
crl-14942	316	3	each	each	DET
crl-14942	316	4	academic	academic	ADJ
crl-14942	316	5	library	library	NOUN
crl-14942	316	6	that	that	PRON
crl-14942	316	7	is	be	AUX
crl-14942	316	8	successful	successful	ADJ
crl-14942	316	9	in	in	ADP
crl-14942	316	10	meeting	meet	VERB
crl-14942	316	11	customer	customer	NOUN
crl-14942	316	12	expectations	expectation	NOUN
crl-14942	316	13	will	will	AUX
crl-14942	316	14	recognize	recognize	VERB
crl-14942	316	15	and	and	CCONJ
crl-14942	316	16	reward	reward	VERB
crl-14942	316	17	people	people	NOUN
crl-14942	316	18	not	not	PART
crl-14942	316	19	only	only	ADV
crl-14942	316	20	for	for	ADP
crl-14942	316	21	their	their	PRON
crl-14942	316	22	performance	performance	NOUN
crl-14942	316	23	but	but	CCONJ
crl-14942	316	24	also	also	ADV
crl-14942	316	25	for	for	ADP
crl-14942	316	26	identifying	identify	VERB
crl-14942	316	27	problems	problem	NOUN
crl-14942	316	28	and	and	CCONJ
crl-14942	316	29	developing	develop	VERB
crl-14942	316	30	solutions	solution	NOUN
crl-14942	316	31	.	.	PUNCT
crl-14942	317	1	one	one	NUM
crl-14942	317	2	other	other	ADJ
crl-14942	317	3	strategy	strategy	NOUN
crl-14942	317	4	that	that	PRON
crl-14942	317	5	library	library	NOUN
crl-14942	317	6	managers	manager	NOUN
crl-14942	317	7	should	should	AUX
crl-14942	317	8	use	use	VERB
crl-14942	317	9	involves	involve	VERB
crl-14942	317	10	human	human	ADJ
crl-14942	317	11	resources	resource	NOUN
crl-14942	317	12	.	.	PUNCT
crl-14942	318	1	hiring	hire	VERB
crl-14942	318	2	officials	official	NOUN
crl-14942	318	3	should	should	AUX
crl-14942	318	4	make	make	VERB
crl-14942	318	5	a	a	DET
crl-14942	318	6	concerted	concerted	ADJ
crl-14942	318	7	effort	effort	NOUN
crl-14942	318	8	to	to	PART
crl-14942	318	9	employ	employ	VERB
crl-14942	318	10	frontline	frontline	NOUN
crl-14942	318	11	staff	staff	NOUN
crl-14942	318	12	who	who	PRON
crl-14942	318	13	possess	possess	VERB
crl-14942	318	14	excellent	excellent	ADJ
crl-14942	318	15	interpersonal	interpersonal	ADJ
crl-14942	318	16	skills	skill	NOUN
crl-14942	318	17	together	together	ADV
crl-14942	318	18	with	with	ADP
crl-14942	318	19	a	a	DET
crl-14942	318	20	strong	strong	ADJ
crl-14942	318	21	service	service	NOUN
crl-14942	318	22	orientation	orientation	NOUN
crl-14942	318	23	.	.	PUNCT
crl-14942	319	1	for	for	ADP
crl-14942	319	2	continuing	continue	VERB
crl-14942	319	3	staff	staff	NOUN
crl-14942	319	4	,	,	PUNCT
crl-14942	319	5	managers	manager	NOUN
crl-14942	319	6	have	have	VERB
crl-14942	319	7	the	the	DET
crl-14942	319	8	obligation	obligation	NOUN
crl-14942	319	9	to	to	PART
crl-14942	319	10	provide	provide	VERB
crl-14942	319	11	the	the	DET
crl-14942	319	12	proper	proper	ADJ
crl-14942	319	13	training	training	NOUN
crl-14942	319	14	that	that	PRON
crl-14942	319	15	will	will	AUX
crl-14942	319	16	result	result	VERB
crl-14942	319	17	in	in	ADP
crl-14942	319	18	enhanced	enhanced	ADJ
crl-14942	319	19	service	service	NOUN
crl-14942	319	20	.	.	PUNCT
crl-14942	320	1	the	the	DET
crl-14942	320	2	shift	shift	NOUN
crl-14942	320	3	from	from	ADP
crl-14942	320	4	a	a	DET
crl-14942	320	5	perspective	perspective	NOUN
crl-14942	320	6	centered	center	VERB
crl-14942	320	7	on	on	ADP
crl-14942	320	8	either	either	DET
crl-14942	320	9	collections	collection	NOUN
crl-14942	320	10	or	or	CCONJ
crl-14942	320	11	systems	system	NOUN
crl-14942	320	12	to	to	ADP
crl-14942	320	13	a	a	DET
crl-14942	320	14	focus	focus	NOUN
crl-14942	320	15	on	on	ADP
crl-14942	320	16	students	student	NOUN
crl-14942	320	17	and	and	CCONJ
crl-14942	320	18	faculty	faculty	NOUN
crl-14942	320	19	as	as	SCONJ
crl-14942	320	20	customers	customer	NOUN
crl-14942	320	21	represents	represent	VERB
crl-14942	320	22	a	a	DET
crl-14942	320	23	formidable	formidable	ADJ
crl-14942	320	24	challenge	challenge	NOUN
crl-14942	320	25	for	for	ADP
crl-14942	320	26	academic	academic	ADJ
crl-14942	320	27	librarians	librarian	NOUN
crl-14942	320	28	and	and	CCONJ
crl-14942	320	29	their	their	PRON
crl-14942	320	30	colleagues	colleague	NOUN
crl-14942	320	31	.	.	PUNCT
crl-14942	321	1	however	however	ADV
crl-14942	321	2	,	,	PUNCT
crl-14942	321	3	just	just	ADV
crl-14942	321	4	as	as	SCONJ
crl-14942	321	5	library	library	ADJ
crl-14942	321	6	staff	staff	NOUN
crl-14942	321	7	have	have	AUX
crl-14942	321	8	learned	learn	VERB
crl-14942	321	9	to	to	PART
crl-14942	321	10	cope	cope	VERB
crl-14942	321	11	with	with	ADP
crl-14942	321	12	declining	decline	VERB
crl-14942	321	13	budgets	budget	NOUN
crl-14942	321	14	and	and	CCONJ
crl-14942	321	15	manipulate	manipulate	VERB
crl-14942	321	16	a	a	DET
crl-14942	321	17	dizzying	dizzying	ADJ
crl-14942	321	18	amount	amount	NOUN
crl-14942	321	19	of	of	ADP
crl-14942	321	20	information	information	NOUN
crl-14942	321	21	resources	resource	NOUN
crl-14942	321	22	and	and	CCONJ
crl-14942	321	23	technology	technology	NOUN
crl-14942	321	24	,	,	PUNCT
crl-14942	321	25	so	so	ADV
crl-14942	321	26	too	too	ADV
crl-14942	321	27	can	can	AUX
crl-14942	321	28	they	they	PRON
crl-14942	321	29	successfully	successfully	ADV
crl-14942	321	30	make	make	VERB
crl-14942	321	31	the	the	DET
crl-14942	321	32	transition	transition	NOUN
crl-14942	321	33	to	to	ADP
crl-14942	321	34	establishing	establish	VERB
crl-14942	321	35	customer	customer	NOUN
crl-14942	321	36	satisfaction	satisfaction	NOUN
crl-14942	321	37	as	as	ADP
crl-14942	321	38	their	their	PRON
crl-14942	321	39	overriding	override	VERB
crl-14942	321	40	goal	goal	NOUN
crl-14942	321	41	.	.	PUNCT
crl-14942	322	1	references	reference	NOUN
crl-14942	322	2	and	and	CCONJ
crl-14942	322	3	notes	note	NOUN
crl-14942	322	4	1	1	NUM
crl-14942	322	5	.	.	PUNCT
crl-14942	322	6	charles	charles	PROPN
crl-14942	322	7	b.	b.	PROPN
crl-14942	322	8	osburn	osburn	PROPN
crl-14942	322	9	,	,	PUNCT
crl-14942	322	10	"	"	PUNCT
crl-14942	322	11	issues	issue	NOUN
crl-14942	322	12	of	of	ADP
crl-14942	322	13	structure	structure	NOUN
crl-14942	322	14	and	and	CCONJ
crl-14942	322	15	control	control	NOUN
crl-14942	322	16	in	in	ADP
crl-14942	322	17	the	the	DET
crl-14942	322	18	scholarly	scholarly	ADJ
crl-14942	322	19	communication	communication	NOUN
crl-14942	322	20	system	system	NOUN
crl-14942	322	21	,	,	PUNCT
crl-14942	322	22	"	"	PUNCT
crl-14942	322	23	library	library	NOUN
crl-14942	322	24	quarterly	quarterly	ADV
crl-14942	322	25	54	54	NUM
crl-14942	322	26	gan	gan	NOUN
crl-14942	322	27	.	.	PUNCT
crl-14942	322	28	1984	1984	NUM
crl-14942	322	29	):	):	PUNCT
crl-14942	322	30	90	90	NUM
crl-14942	322	31	.	.	NOUN
crl-14942	322	32	2	2	X
crl-14942	322	33	.	.	X
crl-14942	322	34	douglas	douglas	PROPN
crl-14942	322	35	zweizig	zweizig	PROPN
crl-14942	322	36	,	,	PUNCT
crl-14942	322	37	"	"	PUNCT
crl-14942	322	38	with	with	ADP
crl-14942	322	39	our	our	PRON
crl-14942	322	40	eye	eye	NOUN
crl-14942	322	41	on	on	ADP
crl-14942	322	42	the	the	DET
crl-14942	322	43	user	user	NOUN
crl-14942	322	44	:	:	PUNCT
crl-14942	322	45	needed	need	VERB
crl-14942	322	46	research	research	NOUN
crl-14942	322	47	for	for	ADP
crl-14942	322	48	information	information	NOUN
crl-14942	322	49	and	and	CCONJ
crl-14942	322	50	referral	referral	NOUN
crl-14942	322	51	in	in	ADP
crl-14942	322	52	the	the	DET
crl-14942	322	53	public	public	ADJ
crl-14942	322	54	library	library	NOUN
crl-14942	322	55	,	,	PUNCT
crl-14942	322	56	"	"	PUNCT
crl-14942	322	57	drexel	drexel	PROPN
crl-14942	322	58	library	library	NOUN
crl-14942	322	59	quarterly	quarterly	ADV
crl-14942	322	60	12	12	NUM
crl-14942	322	61	gan	gan	NOUN
crl-14942	322	62	.	.	PUNCT
crl-14942	322	63	1976	1976	NUM
crl-14942	322	64	}	}	PUNCT
crl-14942	322	65	:	:	PUNCT
crl-14942	322	66	48	48	NUM
crl-14942	322	67	-	-	SYM
crl-14942	322	68	58	58	NUM
crl-14942	322	69	.	.	PUNCT
crl-14942	323	1	3	3	X
crl-14942	323	2	.	.	X
crl-14942	323	3	russell	russell	PROPN
crl-14942	323	4	shank	shank	PROPN
crl-14942	323	5	,	,	PUNCT
crl-14942	323	6	"	"	PUNCT
crl-14942	323	7	new	new	ADJ
crl-14942	323	8	expectations	expectation	NOUN
crl-14942	323	9	from	from	ADP
crl-14942	323	10	users	user	NOUN
crl-14942	323	11	of	of	ADP
crl-14942	323	12	academic	academic	ADJ
crl-14942	323	13	libraries	library	NOUN
crl-14942	323	14	,	,	PUNCT
crl-14942	323	15	"	"	PUNCT
crl-14942	323	16	in	in	ADP
crl-14942	323	17	priorities	priority	NOUN
crl-14942	323	18	for	for	ADP
crl-14942	323	19	academic	academic	ADJ
crl-14942	323	20	libraries	library	NOUN
crl-14942	323	21	,	,	PUNCT
crl-14942	323	22	ed	ed	NOUN
crl-14942	323	23	.	.	PUNCT
crl-14942	324	1	thomas	thomas	PROPN
crl-14942	324	2	j.	j.	PROPN
crl-14942	324	3	galvin	galvin	PROPN
crl-14942	324	4	and	and	CCONJ
crl-14942	324	5	beverly	beverly	PROPN
crl-14942	324	6	p.	p.	PROPN
crl-14942	324	7	lynch	lynch	PROPN
crl-14942	324	8	(	(	PUNCT
crl-14942	324	9	san	san	PROPN
crl-14942	324	10	francisco	francisco	PROPN
crl-14942	324	11	:	:	PUNCT
crl-14942	324	12	josey	josey	NOUN
crl-14942	324	13	-	-	PUNCT
crl-14942	324	14	bass	bass	NOUN
crl-14942	324	15	,	,	PUNCT
crl-14942	324	16	1982	1982	NUM
crl-14942	324	17	)	)	PUNCT
crl-14942	324	18	,	,	PUNCT
crl-14942	324	19	25	25	NUM
crl-14942	324	20	-	-	SYM
crl-14942	324	21	34	34	NUM
crl-14942	324	22	.	.	NOUN
crl-14942	324	23	4	4	NUM
crl-14942	324	24	.	.	X
crl-14942	324	25	andrew	andrew	PROPN
crl-14942	324	26	green	green	PROPN
crl-14942	324	27	,	,	PUNCT
crl-14942	324	28	"	"	PUNCT
crl-14942	324	29	what	what	PRON
crl-14942	324	30	do	do	AUX
crl-14942	324	31	we	we	PRON
crl-14942	324	32	mean	mean	VERB
crl-14942	324	33	by	by	ADP
crl-14942	324	34	user	user	NOUN
crl-14942	324	35	needs	need	NOUN
crl-14942	324	36	?	?	PUNCT
crl-14942	324	37	"	"	PUNCT
crl-14942	324	38	british	british	ADJ
crl-14942	324	39	journal	journal	PROPN
crl-14942	324	40	of	of	ADP
crl-14942	324	41	academic	academic	ADJ
crl-14942	324	42	librarianship	librarianship	NOUN
crl-14942	324	43	5	5	NUM
crl-14942	324	44	,	,	PUNCT
crl-14942	324	45	no.2	no.2	PROPN
crl-14942	324	46	(	(	PUNCT
crl-14942	324	47	1990	1990	NUM
crl-14942	324	48	):	):	PUNCT
crl-14942	324	49	65	65	NUM
crl-14942	324	50	-	-	SYM
crl-14942	324	51	78	78	NUM
crl-14942	324	52	.	.	PUNCT
crl-14942	325	1	5	5	X
crl-14942	325	2	.	.	X
crl-14942	325	3	donald	donald	PROPN
crl-14942	325	4	w.	w.	PROPN
crl-14942	325	5	king	king	PROPN
crl-14942	325	6	and	and	CCONJ
crl-14942	325	7	vernon	vernon	PROPN
crl-14942	325	8	e.	e.	PROPN
crl-14942	325	9	palmour	palmour	PROPN
crl-14942	325	10	,	,	PUNCT
crl-14942	325	11	"	"	PUNCT
crl-14942	325	12	user	user	NOUN
crl-14942	325	13	behavior	behavior	NOUN
crl-14942	325	14	,	,	PUNCT
crl-14942	325	15	"	"	PUNCT
crl-14942	325	16	in	in	ADP
crl-14942	325	17	changing	change	VERB
crl-14942	325	18	patterns	pattern	NOUN
crl-14942	325	19	in	in	ADP
crl-14942	325	20	information	information	NOUN
crl-14942	325	21	retrieval	retrieval	NOUN
crl-14942	325	22	,	,	PUNCT
crl-14942	325	23	ed	ed	NOUN
crl-14942	325	24	.	.	PUNCT
crl-14942	326	1	carol	carol	PROPN
crl-14942	326	2	fenichel	fenichel	PROPN
crl-14942	326	3	(	(	PUNCT
crl-14942	326	4	washington	washington	PROPN
crl-14942	326	5	,	,	PUNCT
crl-14942	326	6	d.c	d.c	PROPN
crl-14942	326	7	.	.	PROPN
crl-14942	326	8	:	:	PUNCT
crl-14942	327	1	american	american	ADJ
crl-14942	327	2	society	society	NOUN
crl-14942	327	3	for	for	ADP
crl-14942	327	4	information	information	NOUN
crl-14942	327	5	science	science	NOUN
crl-14942	327	6	,	,	PUNCT
crl-14942	327	7	1974	1974	NUM
crl-14942	327	8	)	)	PUNCT
crl-14942	327	9	,	,	PUNCT
crl-14942	327	10	7	7	NUM
crl-14942	327	11	-	-	SYM
crl-14942	327	12	33	33	NUM
crl-14942	327	13	.	.	NOUN
crl-14942	328	1	6	6	NUM
crl-14942	328	2	.	.	X
crl-14942	328	3	green	green	ADJ
crl-14942	328	4	,	,	PUNCT
crl-14942	328	5	"	"	PUNCT
crl-14942	328	6	what	what	PRON
crl-14942	328	7	do	do	AUX
crl-14942	328	8	we	we	PRON
crl-14942	328	9	mean	mean	VERB
crl-14942	328	10	by	by	ADP
crl-14942	328	11	user	user	NOUN
crl-14942	328	12	needs	need	NOUN
crl-14942	328	13	?	?	PUNCT
crl-14942	328	14	"	"	PUNCT
crl-14942	329	1	76	76	NUM
crl-14942	329	2	.	.	PUNCT
crl-14942	330	1	7	7	X
crl-14942	330	2	.	.	X
crl-14942	330	3	ibid	ibid	NOUN
crl-14942	330	4	.	.	PUNCT
crl-14942	331	1	8	8	X
crl-14942	331	2	.	.	PUNCT
crl-14942	331	3	philip	philip	PROPN
crl-14942	331	4	rzasa	rzasa	PROPN
crl-14942	331	5	and	and	CCONJ
crl-14942	331	6	norman	norman	PROPN
crl-14942	331	7	baker	baker	PROPN
crl-14942	331	8	,	,	PUNCT
crl-14942	331	9	"	"	PUNCT
crl-14942	331	10	measures	measure	NOUN
crl-14942	331	11	of	of	ADP
crl-14942	331	12	effectiveness	effectiveness	NOUN
crl-14942	331	13	for	for	ADP
crl-14942	331	14	a	a	DET
crl-14942	331	15	university	university	NOUN
crl-14942	331	16	library	library	NOUN
crl-14942	331	17	,	,	PUNCT
crl-14942	331	18	"	"	PUNCT
crl-14942	331	19	journal	journal	NOUN
crl-14942	331	20	of	of	ADP
crl-14942	331	21	the	the	DET
crl-14942	331	22	american	american	ADJ
crl-14942	331	23	society	society	NOUN
crl-14942	331	24	for	for	ADP
crl-14942	331	25	information	information	NOUN
crl-14942	331	26	science	science	PROPN
crl-14942	331	27	23	23	NUM
crl-14942	331	28	guly	guly	PROPN
crl-14942	331	29	i	i	PRON
crl-14942	331	30	aug	aug	PROPN
crl-14942	331	31	.	.	PROPN
crl-14942	331	32	1972	1972	NUM
crl-14942	331	33	):	):	PUNCT
crl-14942	331	34	248	248	NUM
crl-14942	331	35	-	-	SYM
crl-14942	331	36	53	53	NUM
crl-14942	331	37	.	.	PUNCT
crl-14942	332	1	customer	customer	NOUN
crl-14942	332	2	expectations	expectation	NOUN
crl-14942	332	3	47	47	NUM
crl-14942	332	4	9	9	NUM
crl-14942	332	5	.	.	PUNCT
crl-14942	333	1	robert	robert	PROPN
crl-14942	333	2	w.	w.	PROPN
crl-14942	333	3	burns	burns	PROPN
crl-14942	333	4	,	,	PUNCT
crl-14942	333	5	jr	jr	PROPN
crl-14942	333	6	.	.	PUNCT
crl-14942	334	1	"	"	PUNCT
crl-14942	334	2	library	library	ADJ
crl-14942	334	3	use	use	NOUN
crl-14942	334	4	as	as	ADP
crl-14942	334	5	a	a	DET
crl-14942	334	6	performance	performance	NOUN
crl-14942	334	7	measure	measure	NOUN
crl-14942	334	8	:	:	PUNCT
crl-14942	334	9	its	its	PRON
crl-14942	334	10	background	background	NOUN
crl-14942	334	11	and	and	CCONJ
crl-14942	334	12	rationale	rationale	NOUN
crl-14942	334	13	,	,	PUNCT
crl-14942	334	14	"	"	PUNCT
crl-14942	334	15	journal	journal	NOUN
crl-14942	334	16	of	of	ADP
crl-14942	334	17	academic	academic	ADJ
crl-14942	334	18	librarianship	librarianship	NOUN
crl-14942	334	19	4	4	NUM
crl-14942	334	20	(	(	PUNCT
crl-14942	334	21	mar	mar	PROPN
crl-14942	334	22	.	.	PROPN
crl-14942	334	23	1978	1978	NUM
crl-14942	334	24	):	):	PUNCT
crl-14942	334	25	4	4	NUM
crl-14942	334	26	-	-	SYM
crl-14942	334	27	11	11	NUM
crl-14942	334	28	.	.	PUNCT
crl-14942	335	1	10	10	NUM
crl-14942	335	2	.	.	PUNCT
crl-14942	336	1	jeffrey	jeffrey	PROPN
crl-14942	336	2	e.	e.	PROPN
crl-14942	336	3	disend	disend	PROPN
crl-14942	336	4	,	,	PUNCT
crl-14942	336	5	how	how	SCONJ
crl-14942	336	6	to	to	PART
crl-14942	336	7	provide	provide	VERB
crl-14942	336	8	excellent	excellent	ADJ
crl-14942	336	9	service	service	NOUN
crl-14942	336	10	in	in	ADP
crl-14942	336	11	any	any	DET
crl-14942	336	12	organization	organization	NOUN
crl-14942	336	13	(	(	PUNCT
crl-14942	336	14	radnor	radnor	PROPN
crl-14942	336	15	,	,	PUNCT
crl-14942	336	16	pa	pa	PROPN
crl-14942	336	17	.	.	PROPN
crl-14942	336	18	:	:	PUNCT
crl-14942	337	1	chilton	chilton	PROPN
crl-14942	337	2	,	,	PUNCT
crl-14942	337	3	1991	1991	NUM
crl-14942	337	4	)	)	PUNCT
crl-14942	337	5	.	.	PUNCT
crl-14942	338	1	11	11	NUM
crl-14942	338	2	.	.	X
crl-14942	338	3	valarie	valarie	PROPN
crl-14942	338	4	zeithaml	zeithaml	PROPN
crl-14942	338	5	,	,	PUNCT
crl-14942	338	6	leonard	leonard	PROPN
crl-14942	338	7	berry	berry	PROPN
crl-14942	338	8	,	,	PUNCT
crl-14942	338	9	and	and	CCONJ
crl-14942	338	10	a.	a.	NOUN
crl-14942	338	11	parasuraman	parasuraman	NOUN
crl-14942	338	12	,	,	PUNCT
crl-14942	338	13	"	"	PUNCT
crl-14942	338	14	communication	communication	NOUN
crl-14942	338	15	and	and	CCONJ
crl-14942	338	16	control	control	NOUN
crl-14942	338	17	processes	process	NOUN
crl-14942	338	18	in	in	ADP
crl-14942	338	19	the	the	DET
crl-14942	338	20	delivery	delivery	NOUN
crl-14942	338	21	of	of	ADP
crl-14942	338	22	service	service	NOUN
crl-14942	338	23	quality	quality	NOUN
crl-14942	338	24	,	,	PUNCT
crl-14942	338	25	"	"	PUNCT
crl-14942	338	26	journal	journal	NOUN
crl-14942	338	27	of	of	ADP
crl-14942	338	28	marketing	marketing	NOUN
crl-14942	338	29	52	52	NUM
crl-14942	338	30	(	(	PUNCT
crl-14942	338	31	apr	apr	PROPN
crl-14942	338	32	.	.	PROPN
crl-14942	338	33	1988	1988	NUM
crl-14942	338	34	):	):	PUNCT
crl-14942	338	35	38	38	NUM
crl-14942	338	36	.	.	NUM
crl-14942	338	37	12	12	NUM
crl-14942	338	38	.	.	PUNCT
crl-14942	339	1	j.	j.	PROPN
crl-14942	339	2	douglas	douglas	PROPN
crl-14942	339	3	adamson	adamson	PROPN
crl-14942	339	4	,	,	PUNCT
crl-14942	339	5	"	"	PUNCT
crl-14942	339	6	creating	create	VERB
crl-14942	339	7	the	the	DET
crl-14942	339	8	unexpected	unexpected	ADJ
crl-14942	339	9	...	...	PUNCT
crl-14942	339	10	and	and	CCONJ
crl-14942	339	11	moving	move	VERB
crl-14942	339	12	beyond	beyond	ADP
crl-14942	339	13	perceptions	perception	NOUN
crl-14942	339	14	,	,	PUNCT
crl-14942	339	15	"	"	PUNCT
crl-14942	339	16	bank	bank	NOUN
crl-14942	339	17	marketing	marketing	NOUN
crl-14942	339	18	20	20	NUM
crl-14942	339	19	(	(	PUNCT
crl-14942	339	20	dec	dec	PROPN
crl-14942	339	21	.	.	PROPN
crl-14942	339	22	1988	1988	NUM
crl-14942	339	23	):	):	PUNCT
crl-14942	339	24	4	4	NUM
crl-14942	339	25	-	-	SYM
crl-14942	339	26	5	5	NUM
crl-14942	339	27	.	.	NOUN
crl-14942	339	28	13	13	NUM
crl-14942	339	29	.	.	PUNCT
crl-14942	339	30	valarie	valarie	PROPN
crl-14942	339	31	zeithaml	zeithaml	PROPN
crl-14942	339	32	,	,	PUNCT
crl-14942	339	33	a.	a.	NOUN
crl-14942	339	34	parasuraman	parasuraman	NOUN
crl-14942	339	35	,	,	PUNCT
crl-14942	339	36	and	and	CCONJ
crl-14942	339	37	leonard	leonard	PROPN
crl-14942	339	38	berry	berry	PROPN
crl-14942	339	39	,	,	PUNCT
crl-14942	339	40	delivering	deliver	VERB
crl-14942	339	41	quality	quality	NOUN
crl-14942	339	42	service	service	NOUN
crl-14942	339	43	:	:	PUNCT
crl-14942	339	44	balancing	balance	VERB
crl-14942	339	45	customer	customer	NOUN
crl-14942	339	46	perceptions	perception	NOUN
crl-14942	339	47	and	and	CCONJ
crl-14942	339	48	expectations	expectation	NOUN
crl-14942	339	49	(	(	PUNCT
crl-14942	339	50	new	new	PROPN
crl-14942	339	51	york	york	PROPN
crl-14942	339	52	:	:	PUNCT
crl-14942	339	53	free	free	ADJ
crl-14942	339	54	pr	pr	NOUN
crl-14942	339	55	.	.	PROPN
crl-14942	339	56	,	,	PUNCT
crl-14942	339	57	1990	1990	NUM
crl-14942	339	58	)	)	PUNCT
crl-14942	339	59	,	,	PUNCT
crl-14942	339	60	19	19	NUM
crl-14942	339	61	.	.	NOUN
crl-14942	339	62	14	14	NUM
crl-14942	339	63	.	.	PUNCT
crl-14942	340	1	a.	a.	NOUN
crl-14942	340	2	parasuraman	parasuraman	PROPN
crl-14942	340	3	,	,	PUNCT
crl-14942	340	4	leonard	leonard	PROPN
crl-14942	340	5	berry	berry	PROPN
crl-14942	340	6	,	,	PUNCT
crl-14942	340	7	and	and	CCONJ
crl-14942	340	8	valarie	valarie	PROPN
crl-14942	340	9	zeithaml	zeithaml	PROPN
crl-14942	340	10	,	,	PUNCT
crl-14942	340	11	"	"	PUNCT
crl-14942	340	12	understanding	understand	VERB
crl-14942	340	13	customer	customer	NOUN
crl-14942	340	14	expectations	expectation	NOUN
crl-14942	340	15	of	of	ADP
crl-14942	340	16	service	service	NOUN
crl-14942	340	17	,	,	PUNCT
crl-14942	340	18	"	"	PUNCT
crl-14942	340	19	sloan	sloan	NOUN
crl-14942	340	20	management	management	NOUN
crl-14942	340	21	review	review	NOUN
crl-14942	340	22	32	32	NUM
crl-14942	340	23	(	(	PUNCT
crl-14942	340	24	spring	spring	NOUN
crl-14942	340	25	1991	1991	NUM
crl-14942	340	26	):	):	PUNCT
crl-14942	340	27	39	39	NUM
crl-14942	340	28	-	-	SYM
crl-14942	340	29	48	48	NUM
crl-14942	340	30	.	.	PUNCT
crl-14942	341	1	15	15	NUM
crl-14942	341	2	.	.	PUNCT
crl-14942	341	3	zeithaml	zeithaml	PROPN
crl-14942	341	4	,	,	PUNCT
crl-14942	341	5	parasuraman	parasuraman	NOUN
crl-14942	341	6	,	,	PUNCT
crl-14942	341	7	and	and	CCONJ
crl-14942	341	8	berry	berry	VERB
crl-14942	341	9	,	,	PUNCT
crl-14942	341	10	delivering	deliver	VERB
crl-14942	341	11	quality	quality	NOUN
crl-14942	341	12	service	service	NOUN
crl-14942	341	13	,	,	PUNCT
crl-14942	341	14	20	20	NUM
crl-14942	341	15	.	.	NOUN
crl-14942	341	16	16	16	NUM
crl-14942	341	17	.	.	PUNCT
crl-14942	342	1	kathleen	kathleen	PROPN
crl-14942	342	2	sanford	sanford	PROPN
crl-14942	342	3	,	,	PUNCT
crl-14942	342	4	"	"	PUNCT
crl-14942	342	5	the	the	DET
crl-14942	342	6	customer	customer	NOUN
crl-14942	342	7	is	be	AUX
crl-14942	342	8	n't	not	PART
crl-14942	342	9	always	always	ADV
crl-14942	342	10	right	right	ADJ
crl-14942	342	11	,	,	PUNCT
crl-14942	342	12	"	"	PUNCT
crl-14942	342	13	supervisory	supervisory	ADJ
crl-14942	342	14	management	management	NOUN
crl-14942	342	15	34	34	NUM
crl-14942	342	16	(	(	PUNCT
crl-14942	342	17	oct	oct	PROPN
crl-14942	342	18	.	.	PROPN
crl-14942	342	19	1989	1989	NUM
crl-14942	342	20	):	):	PUNCT
crl-14942	342	21	30	30	NUM
crl-14942	342	22	.	.	X
crl-14942	342	23	17	17	NUM
crl-14942	342	24	.	.	X
crl-14942	342	25	parasuraman	parasuraman	NOUN
crl-14942	342	26	,	,	PUNCT
crl-14942	342	27	berry	berry	NOUN
crl-14942	342	28	,	,	PUNCT
crl-14942	342	29	and	and	CCONJ
crl-14942	342	30	zeithaml	zeithaml	PROPN
crl-14942	342	31	,	,	PUNCT
crl-14942	342	32	"	"	PUNCT
crl-14942	342	33	understanding	understand	VERB
crl-14942	342	34	customer	customer	NOUN
crl-14942	342	35	expectations	expectation	NOUN
crl-14942	342	36	,	,	PUNCT
crl-14942	342	37	"	"	PUNCT
crl-14942	342	38	39	39	NUM
crl-14942	342	39	.	.	PUNCT
crl-14942	343	1	18	18	NUM
crl-14942	343	2	.	.	PUNCT
crl-14942	343	3	valarie	valarie	PROPN
crl-14942	343	4	zeithaml	zeithaml	PROPN
crl-14942	343	5	,	,	PUNCT
crl-14942	343	6	leonard	leonard	PROPN
crl-14942	343	7	berry	berry	PROPN
crl-14942	343	8	,	,	PUNCT
crl-14942	343	9	and	and	CCONJ
crl-14942	343	10	a.	a.	NOUN
crl-14942	343	11	parasuraman	parasuraman	NOUN
crl-14942	343	12	,	,	PUNCT
crl-14942	343	13	the	the	DET
crl-14942	343	14	nature	nature	NOUN
crl-14942	343	15	and	and	CCONJ
crl-14942	343	16	determinants	determinant	NOUN
crl-14942	343	17	of	of	ADP
crl-14942	343	18	customer	customer	NOUN
crl-14942	343	19	expectations	expectation	NOUN
crl-14942	343	20	of	of	ADP
crl-14942	343	21	service	service	NOUN
crl-14942	343	22	(	(	PUNCT
crl-14942	343	23	cambridge	cambridge	PROPN
crl-14942	343	24	,	,	PUNCT
crl-14942	343	25	mass	mass	PROPN
crl-14942	343	26	.	.	PUNCT
crl-14942	343	27	:	:	PUNCT
crl-14942	344	1	marketing	marketing	NOUN
crl-14942	344	2	science	science	PROPN
crl-14942	344	3	institute	institute	PROPN
crl-14942	344	4	,	,	PUNCT
crl-14942	344	5	1991	1991	NUM
crl-14942	344	6	)	)	PUNCT
crl-14942	344	7	.	.	PUNCT
crl-14942	345	1	19	19	NUM
crl-14942	345	2	.	.	PUNCT
crl-14942	346	1	michael	michael	PROPN
crl-14942	346	2	d.	d.	PROPN
crl-14942	346	3	johnson	johnson	PROPN
crl-14942	346	4	and	and	CCONJ
crl-14942	346	5	claes	claes	PROPN
crl-14942	346	6	fornell	fornell	PROPN
crl-14942	346	7	,	,	PUNCT
crl-14942	346	8	"	"	PUNCT
crl-14942	346	9	a	a	DET
crl-14942	346	10	framework	framework	NOUN
crl-14942	346	11	for	for	ADP
crl-14942	346	12	comparing	compare	VERB
crl-14942	346	13	customer	customer	NOUN
crl-14942	346	14	satisfaction	satisfaction	NOUN
crl-14942	346	15	across	across	ADP
crl-14942	346	16	individuals	individual	NOUN
crl-14942	346	17	and	and	CCONJ
crl-14942	346	18	product	product	NOUN
crl-14942	346	19	categories	category	NOUN
crl-14942	346	20	,	,	PUNCT
crl-14942	346	21	"	"	PUNCT
crl-14942	346	22	journal	journal	NOUN
crl-14942	346	23	of	of	ADP
crl-14942	346	24	economic	economic	ADJ
crl-14942	346	25	psychology	psychology	NOUN
crl-14942	346	26	12(june	12(june	NUM
crl-14942	346	27	1991	1991	NUM
crl-14942	346	28	):	):	PUNCT
crl-14942	346	29	276	276	NUM
crl-14942	346	30	.	.	SYM
crl-14942	346	31	20	20	NUM
crl-14942	346	32	.	.	PUNCT
crl-14942	347	1	ibid	ibid	NOUN
crl-14942	347	2	.	.	PUNCT
crl-14942	348	1	,	,	PUNCT
crl-14942	349	1	275	275	NUM
crl-14942	349	2	.	.	NUM
crl-14942	349	3	21	21	NUM
crl-14942	349	4	.	.	PUNCT
crl-14942	350	1	ruth	ruth	PROPN
crl-14942	350	2	n.	n.	PROPN
crl-14942	350	3	bolton	bolton	PROPN
crl-14942	350	4	and	and	CCONJ
crl-14942	350	5	james	james	PROPN
crl-14942	350	6	h.	h.	PROPN
crl-14942	350	7	drew	draw	VERB
crl-14942	350	8	,	,	PUNCT
crl-14942	350	9	"	"	PUNCT
crl-14942	350	10	a	a	DET
crl-14942	350	11	multistage	multistage	NOUN
crl-14942	350	12	model	model	NOUN
crl-14942	350	13	of	of	ADP
crl-14942	350	14	customers	customer	NOUN
crl-14942	350	15	'	'	PART
crl-14942	350	16	assessments	assessment	NOUN
crl-14942	350	17	of	of	ADP
crl-14942	350	18	service	service	NOUN
crl-14942	350	19	quality	quality	NOUN
crl-14942	350	20	and	and	CCONJ
crl-14942	350	21	value	value	NOUN
crl-14942	350	22	,	,	PUNCT
crl-14942	350	23	"	"	PUNCT
crl-14942	350	24	journal	journal	NOUN
crl-14942	350	25	of	of	ADP
crl-14942	350	26	consumer	consumer	NOUN
crl-14942	350	27	research	research	NOUN
crl-14942	350	28	17	17	NUM
crl-14942	350	29	(	(	PUNCT
crl-14942	350	30	mar	mar	PROPN
crl-14942	350	31	.	.	PROPN
crl-14942	350	32	1991	1991	NUM
crl-14942	350	33	):	):	PUNCT
crl-14942	350	34	383	383	NUM
crl-14942	350	35	.	.	PUNCT
crl-14942	351	1	22	22	NUM
crl-14942	351	2	.	.	PUNCT
crl-14942	351	3	zeithaml	zeithaml	PROPN
crl-14942	351	4	,	,	PUNCT
crl-14942	351	5	parasuraman	parasuraman	NOUN
crl-14942	351	6	,	,	PUNCT
crl-14942	351	7	and	and	CCONJ
crl-14942	351	8	berry	berry	VERB
crl-14942	351	9	,	,	PUNCT
crl-14942	351	10	delivering	deliver	VERB
crl-14942	351	11	quality	quality	NOUN
crl-14942	351	12	service	service	NOUN
crl-14942	351	13	,	,	PUNCT
crl-14942	351	14	40	40	NUM
crl-14942	351	15	.	.	NOUN
crl-14942	351	16	23	23	NUM
crl-14942	351	17	.	.	PUNCT
crl-14942	352	1	shank	shank	PROPN
crl-14942	352	2	,	,	PUNCT
crl-14942	352	3	"	"	PUNCT
crl-14942	352	4	new	new	ADJ
crl-14942	352	5	expectations	expectation	NOUN
crl-14942	352	6	from	from	ADP
crl-14942	352	7	users	user	NOUN
crl-14942	352	8	,	,	PUNCT
crl-14942	352	9	"	"	PUNCT
crl-14942	352	10	25	25	NUM
crl-14942	352	11	.	.	NOUN
crl-14942	352	12	24	24	NUM
crl-14942	352	13	.	.	PUNCT
crl-14942	353	1	zeithaml	zeithaml	PROPN
crl-14942	353	2	,	,	PUNCT
crl-14942	353	3	parasuraman	parasuraman	NOUN
crl-14942	353	4	,	,	PUNCT
crl-14942	353	5	and	and	CCONJ
crl-14942	353	6	berry	berry	VERB
crl-14942	353	7	,	,	PUNCT
crl-14942	353	8	delivering	deliver	VERB
crl-14942	353	9	quality	quality	NOUN
crl-14942	353	10	service	service	NOUN
crl-14942	353	11	,	,	PUNCT
crl-14942	353	12	125	125	NUM
crl-14942	353	13	.	.	PUNCT
crl-14942	353	14	25	25	NUM
crl-14942	353	15	.	.	PUNCT
crl-14942	354	1	joan	joan	PROPN
crl-14942	354	2	uhlenberg	uhlenberg	PROPN
crl-14942	354	3	,	,	PUNCT
crl-14942	354	4	"	"	PUNCT
crl-14942	354	5	redefining	redefine	VERB
crl-14942	354	6	customer	customer	NOUN
crl-14942	354	7	expectations	expectation	NOUN
crl-14942	354	8	,	,	PUNCT
crl-14942	354	9	"	"	PUNCT
crl-14942	354	10	quality	quality	NOUN
crl-14942	354	11	31	31	NUM
crl-14942	354	12	(	(	PUNCT
crl-14942	354	13	sept	sept	PROPN
crl-14942	354	14	.	.	PROPN
crl-14942	354	15	1992	1992	NUM
crl-14942	354	16	):	):	PUNCT
crl-14942	354	17	34	34	NUM
crl-14942	354	18	.	.	NOUN
crl-14942	354	19	26	26	NUM
crl-14942	354	20	.	.	PUNCT
crl-14942	355	1	zeithaml	zeithaml	PROPN
crl-14942	355	2	,	,	PUNCT
crl-14942	355	3	parasuraman	parasuraman	NOUN
crl-14942	355	4	,	,	PUNCT
crl-14942	355	5	and	and	CCONJ
crl-14942	355	6	berry	berry	VERB
crl-14942	355	7	,	,	PUNCT
crl-14942	355	8	delivering	deliver	VERB
crl-14942	355	9	quality	quality	NOUN
crl-14942	355	10	service	service	NOUN
crl-14942	355	11	,	,	PUNCT
crl-14942	355	12	60	60	NUM
crl-14942	355	13	.	.	PUNCT
crl-14942	356	1	fornm	fornm	NOUN
crl-14942	356	2	:	:	PUNCT
crl-14942	356	3	in	in	ADP
crl-14942	356	4	forthcoming	forthcoming	ADJ
crl-14942	356	5	issues	issue	NOUN
crl-14942	356	6	of	of	ADP
crl-14942	356	7	college	college	PROPN
crl-14942	356	8	&	&	CCONJ
crl-14942	356	9	research	research	PROPN
crl-14942	356	10	libraries	library	NOUN
crl-14942	356	11	potential	potential	ADJ
crl-14942	356	12	collection	collection	NOUN
crl-14942	356	13	development	development	NOUN
crl-14942	356	14	bias	bias	NOUN
crl-14942	356	15	:	:	PUNCT
crl-14942	356	16	some	some	DET
crl-14942	356	17	evidence	evidence	NOUN
crl-14942	356	18	on	on	ADP
crl-14942	356	19	a	a	DET
crl-14942	356	20	controversial	controversial	ADJ
crl-14942	356	21	topic	topic	NOUN
crl-14942	356	22	in	in	ADP
crl-14942	356	23	california	california	PROPN
crl-14942	356	24	david	david	PROPN
crl-14942	356	25	a.	a.	PROPN
crl-14942	356	26	harmeyer	harmeyer	PROPN
crl-14942	356	27	,	,	PUNCT
crl-14942	356	28	with	with	ADP
crl-14942	356	29	responses	response	NOUN
crl-14942	356	30	from	from	ADP
crl-14942	356	31	three	three	NUM
crl-14942	356	32	academic	academic	ADJ
crl-14942	356	33	librarians	librarian	NOUN
crl-14942	356	34	job	job	NOUN
crl-14942	356	35	satisfaction	satisfaction	NOUN
crl-14942	356	36	among	among	ADP
crl-14942	356	37	support	support	NOUN
crl-14942	356	38	staff	staff	NOUN
crl-14942	356	39	in	in	ADP
crl-14942	356	40	michigan	michigan	PROPN
crl-14942	356	41	academic	academic	PROPN
crl-14942	356	42	libraries	library	NOUN
crl-14942	356	43	julie	julie	PROPN
crl-14942	356	44	voelck	voelck	PROPN
crl-14942	356	45	archimedes	archimede	NOUN
crl-14942	356	46	:	:	PUNCT
crl-14942	356	47	analysis	analysis	NOUN
crl-14942	356	48	of	of	ADP
crl-14942	356	49	a	a	DET
crl-14942	356	50	hypercard	hypercard	PROPN
crl-14942	356	51	reference	reference	NOUN
crl-14942	356	52	tool	tool	PROPN
crl-14942	356	53	jim	jim	PROPN
crl-14942	356	54	ottaviani	ottaviani	PROPN
crl-14942	356	55	time	time	PROPN
crl-14942	356	56	outside	outside	ADV
crl-14942	356	57	consider	consider	VERB
crl-14942	356	58	.0	.0	NUM
crl-14942	356	59	.	.	PUNCT
crl-14942	357	1	n	n	CCONJ
crl-14942	357	2	g	g	PROPN
crl-14942	357	3	help	help	NOUN
crl-14942	357	4	?	?	PUNCT
crl-14942	358	1	uncataloged	uncataloged	ADJ
crl-14942	358	2	.	.	PUNCT
crl-14942	359	1	materials	material	NOUN
crl-14942	359	2	.	.	PUNCT
crl-14942	360	1	tedtnical	tedtnical	ADJ
crl-14942	360	2	reports	report	NOUN
crl-14942	360	3	.	.	PUNCT
crl-14942	361	1	difficult	difficult	ADJ
crl-14942	361	2	foridats	foridat	NOUN
crl-14942	361	3	.	.	PUNCT
crl-14942	362	1	foreign	foreign	ADJ
crl-14942	362	2	language	language	NOUN
crl-14942	362	3	items	item	NOUN
crl-14942	362	4	.	.	PUNCT
crl-14942	363	1	special	special	ADJ
crl-14942	363	2	collections	collection	NOUN
crl-14942	363	3	.	.	PUNCT
crl-14942	363	4	or	or	CCONJ
crl-14942	363	5	everyday	everyday	ADJ
crl-14942	363	6	material	material	NOUN
crl-14942	363	7	.	.	PUNCT
crl-14942	364	1	ohio	ohio	PROPN
crl-14942	364	2	-	-	PUNCT
crl-14942	364	3	based	base	VERB
crl-14942	364	4	techpro	techpro	ADJ
crl-14942	364	5	staff	staff	NOUN
crl-14942	364	6	will	will	AUX
crl-14942	364	7	meet	meet	VERB
crl-14942	364	8	your	your	PRON
crl-14942	364	9	cataloging	cataloging	NOUN
crl-14942	364	10	specifications	specification	NOUN
crl-14942	364	11	and	and	CCONJ
crl-14942	364	12	your	your	PRON
crl-14942	364	13	quality	quality	NOUN
crl-14942	364	14	demands	demand	NOUN
crl-14942	364	15	.	.	PUNCT
crl-14942	365	1	and	and	CCONJ
crl-14942	365	2	at	at	ADP
crl-14942	365	3	a	a	DET
crl-14942	365	4	reasonable	reasonable	ADJ
crl-14942	365	5	price	price	NOUN
crl-14942	365	6	.	.	PUNCT
crl-14942	366	1	in	in	ADP
crl-14942	366	2	fact	fact	NOUN
crl-14942	366	3	,	,	PUNCT
crl-14942	366	4	many	many	ADJ
crl-14942	366	5	libraries	library	NOUN
crl-14942	366	6	discover	discover	VERB
crl-14942	366	7	that	that	SCONJ
crl-14942	366	8	techpro	techpro	ADJ
crl-14942	366	9	lowers	lower	VERB
crl-14942	366	10	their	their	PRON
crl-14942	366	11	cataloging	cataloging	NOUN
crl-14942	366	12	costs	cost	NOUN
crl-14942	366	13	and	and	CCONJ
crl-14942	366	14	frees	free	VERB
crl-14942	366	15	uq	uq	NOUN
crl-14942	366	16	time	time	NOUN
crl-14942	366	17	for	for	ADP
crl-14942	366	18	other	other	ADJ
crl-14942	366	19	projects	project	NOUN
crl-14942	366	20	.	.	PUNCT
crl-14942	367	1	as	as	SCONJ
crl-14942	367	2	your	your	PRON
crl-14942	367	3	library	library	NOUN
crl-14942	367	4	strives	strive	VERB
crl-14942	367	5	to	to	ADP
crl-14942	367	6	become;more	become;more	VERB
crl-14942	367	7	efficient	efficient	ADJ
crl-14942	367	8	while	while	SCONJ
crl-14942	367	9	maintaining	maintain	VERB
crl-14942	367	10	your	your	PRON
crl-14942	367	11	high	high	ADJ
crl-14942	367	12	level	level	NOUN
crl-14942	367	13	of	of	ADP
crl-14942	367	14	service	service	NOUN
crl-14942	367	15	,	,	PUNCT
crl-14942	367	16	should	should	AUX
crl-14942	367	17	n't	not	PART
crl-14942	367	18	you	you	PRON
crl-14942	367	19	explore	explore	VERB
crl-14942	367	20	the	the	DET
crl-14942	367	21	oclc	oclc	PROPN
crl-14942	367	22	techpro	techpro	ADJ
crl-14942	367	23	service	service	NOUN
crl-14942	367	24	?	?	PUNCT
crl-14942	368	1	oclc	oclc	PROPN
crl-14942	368	2	800	800	NUM
crl-14942	368	3	-	-	NUM
crl-14942	368	4	848	848	NUM
crl-14942	368	5	-	-	SYM
crl-14942	368	6	5878	5878	NUM
crl-14942	368	7	6565	6565	NUM
crl-14942	368	8	frantz	frantz	PROPN
crl-14942	368	9	road	road	NOUN
crl-14942	368	10	,	,	PUNCT
crl-14942	368	11	dublin	dublin	PROPN
crl-14942	368	12	,	,	PUNCT
crl-14942	368	13	ohio	ohio	PROPN
crl-14942	368	14	43017	43017	NUM
crl-14942	368	15	-	-	SYM
crl-14942	368	16	3395	3395	NUM
crl-14942	368	17	furthering	further	VERB
crl-14942	368	18	access	access	NOUN
crl-14942	368	19	to	to	ADP
crl-14942	368	20	the	the	DET
crl-14942	368	21	world	world	NOUN
crl-14942	368	22	'	'	PART
crl-14942	368	23	s	s	PROPN
crl-14942	368	24	information	information	NOUN