id	sid	tid	token	lemma	pos
crl-15128	1	1	coleman.p65	coleman.p65	NOUN
crl-15128	1	2	toward	toward	ADP
crl-15128	1	3	a	a	DET
crl-15128	1	4	tqm	tqm	ADJ
crl-15128	1	5	paradigm	paradigm	NOUN
crl-15128	1	6	237	237	NUM
crl-15128	1	7	237	237	NUM
crl-15128	1	8	toward	toward	ADP
crl-15128	1	9	a	a	DET
crl-15128	1	10	tqm	tqm	ADJ
crl-15128	1	11	paradigm	paradigm	NOUN
crl-15128	1	12	:	:	PUNCT
crl-15128	1	13	using	use	VERB
crl-15128	1	14	servqual	servqual	ADJ
crl-15128	1	15	to	to	PART
crl-15128	1	16	measure	measure	VERB
crl-15128	1	17	library	library	NOUN
crl-15128	1	18	service	service	NOUN
crl-15128	1	19	quality	quality	PROPN
crl-15128	1	20	vicki	vicki	PROPN
crl-15128	1	21	coleman	coleman	PROPN
crl-15128	1	22	,	,	PUNCT
crl-15128	1	23	yi	yi	PROPN
crl-15128	1	24	(	(	PUNCT
crl-15128	1	25	daniel	daniel	PROPN
crl-15128	1	26	)	)	PUNCT
crl-15128	1	27	xiao	xiao	PROPN
crl-15128	1	28	,	,	PUNCT
crl-15128	1	29	linda	linda	PROPN
crl-15128	1	30	bair	bair	PROPN
crl-15128	1	31	,	,	PUNCT
crl-15128	1	32	and	and	CCONJ
crl-15128	1	33	bill	bill	PROPN
crl-15128	1	34	chollett	chollett	NOUN
crl-15128	1	35	this	this	DET
crl-15128	1	36	study	study	NOUN
crl-15128	1	37	provides	provide	VERB
crl-15128	1	38	the	the	DET
crl-15128	1	39	results	result	NOUN
crl-15128	1	40	of	of	ADP
crl-15128	1	41	a	a	DET
crl-15128	1	42	survey	survey	NOUN
crl-15128	1	43	conducted	conduct	VERB
crl-15128	1	44	in	in	ADP
crl-15128	1	45	the	the	DET
crl-15128	1	46	fall	fall	NOUN
crl-15128	1	47	of	of	ADP
crl-15128	1	48	1994	1994	NUM
crl-15128	1	49	by	by	ADP
crl-15128	1	50	the	the	DET
crl-15128	1	51	sterling	sterling	PROPN
crl-15128	1	52	c.	c.	PROPN
crl-15128	1	53	evans	evans	PROPN
crl-15128	1	54	library	library	PROPN
crl-15128	1	55	to	to	PART
crl-15128	1	56	measure	measure	VERB
crl-15128	1	57	service	service	NOUN
crl-15128	1	58	quality	quality	NOUN
crl-15128	1	59	.	.	PUNCT
crl-15128	2	1	this	this	DET
crl-15128	2	2	general	general	ADJ
crl-15128	2	3	user	user	NOUN
crl-15128	2	4	survey	survey	NOUN
crl-15128	2	5	provided	provide	VERB
crl-15128	2	6	feedback	feedback	NOUN
crl-15128	2	7	from	from	ADP
crl-15128	2	8	customers	customer	NOUN
crl-15128	2	9	on	on	ADP
crl-15128	2	10	their	their	PRON
crl-15128	2	11	minimum	minimum	NOUN
crl-15128	2	12	,	,	PUNCT
crl-15128	2	13	perceived	perceive	VERB
crl-15128	2	14	,	,	PUNCT
crl-15128	2	15	and	and	CCONJ
crl-15128	2	16	desired	desire	VERB
crl-15128	2	17	levels	level	NOUN
crl-15128	2	18	of	of	ADP
crl-15128	2	19	service	service	NOUN
crl-15128	2	20	from	from	ADP
crl-15128	2	21	an	an	DET
crl-15128	2	22	academic	academic	ADJ
crl-15128	2	23	library	library	NOUN
crl-15128	2	24	.	.	PUNCT
crl-15128	3	1	the	the	DET
crl-15128	3	2	devised	devise	VERB
crl-15128	3	3	measuring	measure	VERB
crl-15128	3	4	instrument	instrument	NOUN
crl-15128	3	5	is	be	AUX
crl-15128	3	6	based	base	VERB
crl-15128	3	7	on	on	ADP
crl-15128	3	8	servqual	servqual	ADJ
crl-15128	3	9	,	,	PUNCT
crl-15128	3	10	a	a	DET
crl-15128	3	11	service	service	NOUN
crl-15128	3	12	quality	quality	NOUN
crl-15128	3	13	survey	survey	NOUN
crl-15128	3	14	created	create	VERB
crl-15128	3	15	by	by	ADP
crl-15128	3	16	leonard	leonard	PROPN
crl-15128	3	17	l.	l.	PROPN
crl-15128	3	18	berry	berry	PROPN
crl-15128	3	19	,	,	PUNCT
crl-15128	3	20	a.	a.	NOUN
crl-15128	3	21	parasuraman	parasuraman	NOUN
crl-15128	3	22	,	,	PUNCT
crl-15128	3	23	and	and	CCONJ
crl-15128	3	24	valarie	valarie	PROPN
crl-15128	3	25	a.	a.	PROPN
crl-15128	3	26	zeithaml	zeithaml	PROPN
crl-15128	3	27	.	.	PUNCT
crl-15128	4	1	the	the	DET
crl-15128	4	2	servqual	servqual	ADJ
crl-15128	4	3	survey	survey	NOUN
crl-15128	4	4	is	be	AUX
crl-15128	4	5	designed	design	VERB
crl-15128	4	6	to	to	PART
crl-15128	4	7	measure	measure	VERB
crl-15128	4	8	service	service	NOUN
crl-15128	4	9	quality	quality	NOUN
crl-15128	4	10	in	in	ADP
crl-15128	4	11	five	five	NUM
crl-15128	4	12	dimensions	dimension	NOUN
crl-15128	4	13	:	:	PUNCT
crl-15128	4	14	tangibles	tangible	NOUN
crl-15128	4	15	,	,	PUNCT
crl-15128	4	16	reliability	reliability	NOUN
crl-15128	4	17	,	,	PUNCT
crl-15128	4	18	responsiveness	responsiveness	NOUN
crl-15128	4	19	,	,	PUNCT
crl-15128	4	20	assurance	assurance	NOUN
crl-15128	4	21	,	,	PUNCT
crl-15128	4	22	and	and	CCONJ
crl-15128	4	23	empathy	empathy	NOUN
crl-15128	4	24	.	.	PUNCT
crl-15128	5	1	survey	survey	NOUN
crl-15128	5	2	results	result	NOUN
crl-15128	5	3	showed	show	VERB
crl-15128	5	4	a	a	DET
crl-15128	5	5	discrepancy	discrepancy	NOUN
crl-15128	5	6	in	in	ADP
crl-15128	5	7	the	the	DET
crl-15128	5	8	quality	quality	NOUN
crl-15128	5	9	of	of	ADP
crl-15128	5	10	the	the	DET
crl-15128	5	11	services	service	NOUN
crl-15128	5	12	provided	provide	VERB
crl-15128	5	13	by	by	ADP
crl-15128	5	14	the	the	DET
crl-15128	5	15	library	library	NOUN
crl-15128	5	16	and	and	CCONJ
crl-15128	5	17	those	those	PRON
crl-15128	5	18	desired	desire	VERB
crl-15128	5	19	by	by	ADP
crl-15128	5	20	its	its	PRON
crl-15128	5	21	customers	customer	NOUN
crl-15128	5	22	.	.	PUNCT
crl-15128	6	1	all	all	DET
crl-15128	6	2	four	four	NUM
crl-15128	6	3	authors	author	NOUN
crl-15128	6	4	work	work	VERB
crl-15128	6	5	at	at	ADP
crl-15128	6	6	the	the	DET
crl-15128	6	7	sterling	sterling	PROPN
crl-15128	6	8	c.	c.	PROPN
crl-15128	6	9	evans	evans	PROPN
crl-15128	6	10	library	library	PROPN
crl-15128	6	11	at	at	ADP
crl-15128	6	12	texas	texas	PROPN
crl-15128	6	13	a&m	a&m	PROPN
crl-15128	6	14	university	university	PROPN
crl-15128	6	15	.	.	PUNCT
crl-15128	7	1	vicki	vicki	PROPN
crl-15128	7	2	coleman	coleman	PROPN
crl-15128	7	3	is	be	AUX
crl-15128	7	4	head	head	NOUN
crl-15128	7	5	of	of	ADP
crl-15128	7	6	electronic	electronic	ADJ
crl-15128	7	7	reference	reference	NOUN
crl-15128	7	8	services	service	NOUN
crl-15128	7	9	;	;	PUNCT
crl-15128	7	10	e	e	X
crl-15128	7	11	-	-	NOUN
crl-15128	7	12	mail	mail	NOUN
crl-15128	7	13	:	:	PUNCT
crl-15128	8	1	vcoleman@tamu.edu	vcoleman@tamu.edu	PROPN
crl-15128	8	2	.	.	PUNCT
crl-15128	9	1	yi	yi	PROPN
crl-15128	9	2	(	(	PUNCT
crl-15128	9	3	daniel	daniel	PROPN
crl-15128	9	4	)	)	PUNCT
crl-15128	9	5	xiao	xiao	PROPN
crl-15128	9	6	is	be	AUX
crl-15128	9	7	assistant	assistant	ADJ
crl-15128	9	8	head	head	NOUN
crl-15128	9	9	of	of	ADP
crl-15128	9	10	electronic	electronic	ADJ
crl-15128	9	11	reference	reference	NOUN
crl-15128	9	12	services	service	NOUN
crl-15128	9	13	;	;	PUNCT
crl-15128	9	14	e	e	X
crl-15128	9	15	-	-	NOUN
crl-15128	9	16	mail	mail	NOUN
crl-15128	9	17	:	:	PUNCT
crl-15128	10	1	danxiao@tamu.edu	danxiao@tamu.edu	PROPN
crl-15128	10	2	.	.	PUNCT
crl-15128	11	1	linda	linda	PROPN
crl-15128	11	2	bair	bair	PROPN
crl-15128	11	3	is	be	AUX
crl-15128	11	4	senior	senior	ADJ
crl-15128	11	5	library	library	NOUN
crl-15128	11	6	specialist	specialist	NOUN
crl-15128	11	7	and	and	CCONJ
crl-15128	11	8	chairperson	chairperson	NOUN
crl-15128	11	9	of	of	ADP
crl-15128	11	10	the	the	DET
crl-15128	11	11	library	library	PROPN
crl-15128	11	12	service	service	PROPN
crl-15128	11	13	quality	quality	NOUN
crl-15128	11	14	committee	committee	NOUN
crl-15128	11	15	;	;	PUNCT
crl-15128	11	16	e	e	X
crl-15128	11	17	-	-	NOUN
crl-15128	11	18	mail	mail	NOUN
crl-15128	11	19	:	:	PUNCT
crl-15128	11	20	l-bair@tamu.edu	l-bair@tamu.edu	PROPN
crl-15128	11	21	.	.	PROPN
crl-15128	11	22	bill	bill	PROPN
crl-15128	11	23	chollett	chollett	PROPN
crl-15128	11	24	is	be	AUX
crl-15128	11	25	system	system	NOUN
crl-15128	11	26	administrator	administrator	NOUN
crl-15128	11	27	e	e	NOUN
crl-15128	11	28	-	-	NOUN
crl-15128	11	29	mail	mail	NOUN
crl-15128	11	30	:	:	PUNCT
crl-15128	12	1	b-chollett@tamu.edu	b-chollett@tamu.edu	NOUN
crl-15128	12	2	.	.	NOUN
crl-15128	12	3	oncepts	oncept	NOUN
crl-15128	12	4	of	of	ADP
crl-15128	12	5	total	total	ADJ
crl-15128	12	6	quality	quality	NOUN
crl-15128	12	7	management	management	NOUN
crl-15128	12	8	(	(	PUNCT
crl-15128	12	9	tqm	tqm	ADJ
crl-15128	12	10	)	)	PUNCT
crl-15128	12	11	indicate	indicate	VERB
crl-15128	12	12	that	that	DET
crl-15128	12	13	evaluation	evaluation	NOUN
crl-15128	12	14	of	of	ADP
crl-15128	12	15	library	library	NOUN
crl-15128	12	16	service	service	NOUN
crl-15128	12	17	quality	quality	NOUN
crl-15128	12	18	is	be	AUX
crl-15128	12	19	based	base	VERB
crl-15128	12	20	on	on	ADP
crl-15128	12	21	customer	customer	NOUN
crl-15128	12	22	perception.1	perception.1	NOUN
crl-15128	12	23	this	this	PRON
crl-15128	12	24	raises	raise	VERB
crl-15128	12	25	the	the	DET
crl-15128	12	26	question	question	NOUN
crl-15128	12	27	:	:	PUNCT
crl-15128	12	28	how	how	SCONJ
crl-15128	12	29	do	do	AUX
crl-15128	12	30	you	you	PRON
crl-15128	12	31	measure	measure	VERB
crl-15128	12	32	service	service	NOUN
crl-15128	12	33	quality	quality	NOUN
crl-15128	12	34	in	in	ADP
crl-15128	12	35	terms	term	NOUN
crl-15128	12	36	of	of	ADP
crl-15128	12	37	a	a	DET
crl-15128	12	38	provider	provider	NOUN
crl-15128	12	39	�	�	NOUN
crl-15128	12	40	s	s	PART
crl-15128	12	41	performance	performance	NOUN
crl-15128	12	42	with	with	ADP
crl-15128	12	43	respect	respect	NOUN
crl-15128	12	44	to	to	ADP
crl-15128	12	45	a	a	DET
crl-15128	12	46	customer	customer	NOUN
crl-15128	12	47	�	�	NOUN
crl-15128	12	48	s	s	PART
crl-15128	12	49	expectations	expectation	NOUN
crl-15128	12	50	?	?	PUNCT
crl-15128	13	1	for	for	ADP
crl-15128	13	2	this	this	DET
crl-15128	13	3	study	study	NOUN
crl-15128	13	4	,	,	PUNCT
crl-15128	13	5	servqual	servqual	ADJ
crl-15128	13	6	provided	provide	VERB
crl-15128	13	7	the	the	DET
crl-15128	13	8	solution	solution	NOUN
crl-15128	13	9	.	.	PUNCT
crl-15128	14	1	developed	develop	VERB
crl-15128	14	2	in	in	ADP
crl-15128	14	3	1988	1988	NUM
crl-15128	14	4	by	by	ADP
crl-15128	14	5	leonard	leonard	PROPN
crl-15128	14	6	l.	l.	PROPN
crl-15128	14	7	berry	berry	PROPN
crl-15128	14	8	,	,	PUNCT
crl-15128	14	9	a.	a.	NOUN
crl-15128	14	10	parasuraman	parasuraman	NOUN
crl-15128	14	11	,	,	PUNCT
crl-15128	14	12	and	and	CCONJ
crl-15128	14	13	valarie	valarie	PROPN
crl-15128	14	14	a.	a.	PROPN
crl-15128	14	15	zeithaml	zeithaml	PROPN
crl-15128	14	16	,	,	PUNCT
crl-15128	14	17	servqual	servqual	ADJ
crl-15128	14	18	is	be	AUX
crl-15128	14	19	an	an	DET
crl-15128	14	20	instrument	instrument	NOUN
crl-15128	14	21	designed	design	VERB
crl-15128	14	22	to	to	PART
crl-15128	14	23	measure	measure	VERB
crl-15128	14	24	service	service	NOUN
crl-15128	14	25	quality	quality	NOUN
crl-15128	14	26	on	on	ADP
crl-15128	14	27	the	the	DET
crl-15128	14	28	basis	basis	NOUN
crl-15128	14	29	of	of	ADP
crl-15128	14	30	a	a	DET
crl-15128	14	31	customer	customer	NOUN
crl-15128	14	32	�	�	NOUN
crl-15128	14	33	s	s	PART
crl-15128	14	34	minimum	minimum	NOUN
crl-15128	14	35	,	,	PUNCT
crl-15128	14	36	perceived	perceive	VERB
crl-15128	14	37	,	,	PUNCT
crl-15128	14	38	and	and	CCONJ
crl-15128	14	39	desired	desire	VERB
crl-15128	14	40	levels	level	NOUN
crl-15128	14	41	of	of	ADP
crl-15128	14	42	performance	performance	NOUN
crl-15128	14	43	.	.	PUNCT
crl-15128	15	1	this	this	DET
crl-15128	15	2	study	study	NOUN
crl-15128	15	3	examines	examine	VERB
crl-15128	15	4	the	the	DET
crl-15128	15	5	results	result	NOUN
crl-15128	15	6	of	of	ADP
crl-15128	15	7	the	the	DET
crl-15128	15	8	servqual	servqual	ADJ
crl-15128	15	9	survey	survey	NOUN
crl-15128	15	10	distributed	distribute	VERB
crl-15128	15	11	at	at	ADP
crl-15128	15	12	a	a	DET
crl-15128	15	13	large	large	ADJ
crl-15128	15	14	university	university	NOUN
crl-15128	15	15	.	.	PUNCT
crl-15128	16	1	the	the	DET
crl-15128	16	2	objectives	objective	NOUN
crl-15128	16	3	of	of	ADP
crl-15128	16	4	the	the	DET
crl-15128	16	5	survey	survey	NOUN
crl-15128	16	6	were	be	AUX
crl-15128	16	7	:	:	PUNCT
crl-15128	16	8	(	(	PUNCT
crl-15128	16	9	1	1	X
crl-15128	16	10	)	)	PUNCT
crl-15128	16	11	to	to	PART
crl-15128	16	12	define	define	VERB
crl-15128	16	13	library	library	NOUN
crl-15128	16	14	service	service	NOUN
crl-15128	16	15	quality	quality	NOUN
crl-15128	16	16	,	,	PUNCT
crl-15128	16	17	(	(	PUNCT
crl-15128	16	18	2	2	NUM
crl-15128	16	19	)	)	PUNCT
crl-15128	16	20	to	to	PART
crl-15128	16	21	determine	determine	VERB
crl-15128	16	22	how	how	SCONJ
crl-15128	16	23	to	to	PART
crl-15128	16	24	improve	improve	VERB
crl-15128	16	25	it	it	PRON
crl-15128	16	26	,	,	PUNCT
crl-15128	16	27	and	and	CCONJ
crl-15128	16	28	(	(	PUNCT
crl-15128	16	29	3	3	X
crl-15128	16	30	)	)	PUNCT
crl-15128	16	31	to	to	PART
crl-15128	16	32	assess	assess	VERB
crl-15128	16	33	the	the	DET
crl-15128	16	34	dimensions	dimension	NOUN
crl-15128	16	35	of	of	ADP
crl-15128	16	36	quality	quality	NOUN
crl-15128	16	37	most	most	ADV
crl-15128	16	38	important	important	ADJ
crl-15128	16	39	to	to	ADP
crl-15128	16	40	library	library	NOUN
crl-15128	16	41	customers	customer	NOUN
crl-15128	16	42	.	.	PUNCT
crl-15128	17	1	for	for	ADP
crl-15128	17	2	this	this	DET
crl-15128	17	3	study	study	NOUN
crl-15128	17	4	,	,	PUNCT
crl-15128	17	5	service	service	NOUN
crl-15128	17	6	quality	quality	NOUN
crl-15128	17	7	is	be	AUX
crl-15128	17	8	determined	determine	VERB
crl-15128	17	9	as	as	ADP
crl-15128	17	10	the	the	DET
crl-15128	17	11	discrepancy	discrepancy	NOUN
crl-15128	17	12	between	between	ADP
crl-15128	17	13	the	the	DET
crl-15128	17	14	minimum	minimum	NOUN
crl-15128	17	15	,	,	PUNCT
crl-15128	17	16	perceived	perceive	VERB
crl-15128	17	17	,	,	PUNCT
crl-15128	17	18	and	and	CCONJ
crl-15128	17	19	desired	desire	VERB
crl-15128	17	20	levels	level	NOUN
crl-15128	17	21	of	of	ADP
crl-15128	17	22	performance	performance	NOUN
crl-15128	17	23	across	across	ADP
crl-15128	17	24	five	five	NUM
crl-15128	17	25	dimensions	dimension	NOUN
crl-15128	17	26	(	(	PUNCT
crl-15128	17	27	tangibles	tangible	NOUN
crl-15128	17	28	,	,	PUNCT
crl-15128	17	29	reliability	reliability	NOUN
crl-15128	17	30	,	,	PUNCT
crl-15128	17	31	responsiveness	responsiveness	NOUN
crl-15128	17	32	,	,	PUNCT
crl-15128	17	33	assurance	assurance	NOUN
crl-15128	17	34	,	,	PUNCT
crl-15128	17	35	and	and	CCONJ
crl-15128	17	36	empathy	empathy	NOUN
crl-15128	17	37	)	)	PUNCT
crl-15128	17	38	.	.	PUNCT
crl-15128	18	1	exceeding	exceed	VERB
crl-15128	18	2	what	what	PRON
crl-15128	18	3	customers	customer	NOUN
crl-15128	18	4	expect	expect	VERB
crl-15128	18	5	from	from	ADP
crl-15128	18	6	the	the	DET
crl-15128	18	7	service	service	NOUN
crl-15128	18	8	is	be	AUX
crl-15128	18	9	the	the	DET
crl-15128	18	10	key	key	NOUN
crl-15128	18	11	to	to	ADP
crl-15128	18	12	delivering	deliver	VERB
crl-15128	18	13	high	high	ADJ
crl-15128	18	14	-	-	PUNCT
crl-15128	18	15	quality	quality	NOUN
crl-15128	18	16	service.2	service.2	PROPN
crl-15128	18	17	tqm	tqm	ADJ
crl-15128	18	18	principles	principle	NOUN
crl-15128	18	19	emphasize	emphasize	VERB
crl-15128	18	20	the	the	DET
crl-15128	18	21	use	use	NOUN
crl-15128	18	22	of	of	ADP
crl-15128	18	23	a	a	DET
crl-15128	18	24	decentralized	decentralize	VERB
crl-15128	18	25	,	,	PUNCT
crl-15128	18	26	team	team	NOUN
crl-15128	18	27	-	-	PUNCT
crl-15128	18	28	oriented	orient	VERB
crl-15128	18	29	approach	approach	NOUN
crl-15128	18	30	to	to	PART
crl-15128	18	31	address	address	VERB
crl-15128	18	32	the	the	DET
crl-15128	18	33	issues	issue	NOUN
crl-15128	18	34	causing	cause	VERB
crl-15128	18	35	the	the	DET
crl-15128	18	36	gaps	gap	NOUN
crl-15128	18	37	in	in	ADP
crl-15128	18	38	customer	customer	NOUN
crl-15128	18	39	expectations	expectation	NOUN
crl-15128	18	40	and	and	CCONJ
crl-15128	18	41	perceptions.3	perceptions.3	VERB
crl-15128	18	42	analy238	analy238	PROPN
crl-15128	18	43	college	college	PROPN
crl-15128	18	44	&	&	CCONJ
crl-15128	18	45	research	research	PROPN
crl-15128	18	46	libraries	library	NOUN
crl-15128	18	47	may	may	AUX
crl-15128	18	48	1997	1997	NUM
crl-15128	18	49	tations	tation	NOUN
crl-15128	18	50	:	:	PUNCT
crl-15128	18	51	desired	desire	VERB
crl-15128	18	52	service	service	NOUN
crl-15128	18	53	(	(	PUNCT
crl-15128	18	54	which	which	PRON
crl-15128	18	55	reflects	reflect	VERB
crl-15128	18	56	what	what	PRON
crl-15128	18	57	customers	customer	NOUN
crl-15128	18	58	want	want	VERB
crl-15128	18	59	)	)	PUNCT
crl-15128	18	60	;	;	PUNCT
crl-15128	18	61	adequate	adequate	ADJ
crl-15128	18	62	service	service	NOUN
crl-15128	18	63	(	(	PUNCT
crl-15128	18	64	the	the	DET
crl-15128	18	65	standard	standard	ADJ
crl-15128	18	66	customers	customer	NOUN
crl-15128	18	67	are	be	AUX
crl-15128	18	68	willing	willing	ADJ
crl-15128	18	69	to	to	PART
crl-15128	18	70	accept	accept	VERB
crl-15128	18	71	)	)	PUNCT
crl-15128	18	72	;	;	PUNCT
crl-15128	18	73	and	and	CCONJ
crl-15128	18	74	predicted	predict	VERB
crl-15128	18	75	service	service	NOUN
crl-15128	18	76	(	(	PUNCT
crl-15128	18	77	the	the	DET
crl-15128	18	78	level	level	NOUN
crl-15128	18	79	of	of	ADP
crl-15128	18	80	service	service	NOUN
crl-15128	18	81	customers	customer	NOUN
crl-15128	18	82	believe	believe	VERB
crl-15128	18	83	is	be	AUX
crl-15128	18	84	likely	likely	ADJ
crl-15128	18	85	to	to	ADP
crl-15128	18	86	occur).5	occur).5	PROPN
crl-15128	18	87	their	their	PRON
crl-15128	18	88	research	research	NOUN
crl-15128	18	89	also	also	ADV
crl-15128	18	90	supports	support	VERB
crl-15128	18	91	the	the	DET
crl-15128	18	92	theory	theory	NOUN
crl-15128	18	93	that	that	SCONJ
crl-15128	18	94	customers	customer	NOUN
crl-15128	18	95	generally	generally	ADV
crl-15128	18	96	use	use	VERB
crl-15128	18	97	five	five	NUM
crl-15128	18	98	factors	factor	NOUN
crl-15128	18	99	,	,	PUNCT
crl-15128	18	100	or	or	CCONJ
crl-15128	18	101	dimensions	dimension	NOUN
crl-15128	18	102	,	,	PUNCT
crl-15128	18	103	as	as	ADP
crl-15128	18	104	their	their	PRON
crl-15128	18	105	criteria	criterion	NOUN
crl-15128	18	106	for	for	ADP
crl-15128	18	107	judging	judge	VERB
crl-15128	18	108	service	service	NOUN
crl-15128	18	109	quality	quality	NOUN
crl-15128	18	110	.	.	PUNCT
crl-15128	19	1	the	the	DET
crl-15128	19	2	dimensions	dimension	NOUN
crl-15128	19	3	as	as	SCONJ
crl-15128	19	4	listed	list	VERB
crl-15128	19	5	in	in	ADP
crl-15128	19	6	table	table	NOUN
crl-15128	19	7	1	1	NUM
crl-15128	19	8	are	be	AUX
crl-15128	19	9	not	not	PART
crl-15128	19	10	mutually	mutually	ADV
crl-15128	19	11	exclusive	exclusive	ADJ
crl-15128	19	12	but	but	CCONJ
crl-15128	19	13	provide	provide	VERB
crl-15128	19	14	a	a	DET
crl-15128	19	15	foundation	foundation	NOUN
crl-15128	19	16	for	for	ADP
crl-15128	19	17	understanding	understand	VERB
crl-15128	19	18	what	what	PRON
crl-15128	19	19	customers	customer	NOUN
crl-15128	19	20	expect	expect	VERB
crl-15128	19	21	from	from	ADP
crl-15128	19	22	service	service	NOUN
crl-15128	19	23	providers.6	providers.6	PROPN
crl-15128	19	24	upon	upon	SCONJ
crl-15128	19	25	completion	completion	NOUN
crl-15128	19	26	of	of	ADP
crl-15128	19	27	this	this	DET
crl-15128	19	28	study	study	NOUN
crl-15128	19	29	,	,	PUNCT
crl-15128	19	30	another	another	DET
crl-15128	19	31	literature	literature	NOUN
crl-15128	19	32	search	search	NOUN
crl-15128	19	33	was	be	AUX
crl-15128	19	34	conducted	conduct	VERB
crl-15128	19	35	.	.	PUNCT
crl-15128	20	1	the	the	DET
crl-15128	20	2	authors	author	NOUN
crl-15128	20	3	found	find	VERB
crl-15128	20	4	that	that	SCONJ
crl-15128	20	5	marilyn	marilyn	PROPN
crl-15128	20	6	d.	d.	PROPN
crl-15128	20	7	white	white	PROPN
crl-15128	20	8	and	and	CCONJ
crl-15128	20	9	eileen	eileen	PROPN
crl-15128	20	10	g.	g.	PROPN
crl-15128	20	11	abels	abels	PROPN
crl-15128	20	12	had	have	AUX
crl-15128	20	13	conducted	conduct	VERB
crl-15128	20	14	a	a	DET
crl-15128	20	15	survey	survey	NOUN
crl-15128	20	16	of	of	ADP
crl-15128	20	17	the	the	DET
crl-15128	20	18	service	service	NOUN
crl-15128	20	19	marketing	marketing	NOUN
crl-15128	20	20	literature	literature	NOUN
crl-15128	20	21	for	for	ADP
crl-15128	20	22	models	model	NOUN
crl-15128	20	23	and	and	CCONJ
crl-15128	20	24	data	data	NOUN
crl-15128	20	25	-	-	PUNCT
crl-15128	20	26	gathering	gather	VERB
crl-15128	20	27	instruments	instrument	NOUN
crl-15128	20	28	measuring	measure	VERB
crl-15128	20	29	service	service	NOUN
crl-15128	20	30	quality.8	quality.8	PROPN
crl-15128	20	31	that	that	PRON
crl-15128	20	32	study	study	NOUN
crl-15128	20	33	focuses	focus	VERB
crl-15128	20	34	on	on	ADP
crl-15128	20	35	servqual	servqual	ADJ
crl-15128	20	36	and	and	CCONJ
crl-15128	20	37	servperf	servperf	NOUN
crl-15128	20	38	(	(	PUNCT
crl-15128	20	39	an	an	DET
crl-15128	20	40	instrument	instrument	NOUN
crl-15128	20	41	used	use	VERB
crl-15128	20	42	to	to	PART
crl-15128	20	43	generate	generate	VERB
crl-15128	20	44	a	a	DET
crl-15128	20	45	performance	performance	NOUN
crl-15128	20	46	-	-	PUNCT
crl-15128	20	47	based	base	VERB
crl-15128	20	48	measure	measure	NOUN
crl-15128	20	49	of	of	ADP
crl-15128	20	50	service	service	NOUN
crl-15128	20	51	quality	quality	NOUN
crl-15128	20	52	)	)	PUNCT
crl-15128	20	53	,	,	PUNCT
crl-15128	20	54	and	and	CCONJ
crl-15128	20	55	assesses	assess	VERB
crl-15128	20	56	their	their	PRON
crl-15128	20	57	applicability	applicability	NOUN
crl-15128	20	58	to	to	ADP
crl-15128	20	59	special	special	ADJ
crl-15128	20	60	libraries	library	NOUN
crl-15128	20	61	and	and	CCONJ
crl-15128	20	62	information	information	NOUN
crl-15128	20	63	centers	center	NOUN
crl-15128	20	64	.	.	PUNCT
crl-15128	21	1	the	the	DET
crl-15128	21	2	authors	author	NOUN
crl-15128	21	3	�	�	PROPN
crl-15128	21	4	findings	finding	NOUN
crl-15128	21	5	show	show	VERB
crl-15128	21	6	that	that	SCONJ
crl-15128	21	7	the	the	DET
crl-15128	21	8	validity	validity	NOUN
crl-15128	21	9	of	of	ADP
crl-15128	21	10	the	the	DET
crl-15128	21	11	individual	individual	ADJ
crl-15128	21	12	twenty	twenty	NUM
crl-15128	21	13	-	-	PUNCT
crl-15128	21	14	two	two	NUM
crl-15128	21	15	items	item	NOUN
crl-15128	21	16	on	on	ADP
crl-15128	21	17	the	the	DET
crl-15128	21	18	servqual	servqual	ADJ
crl-15128	21	19	survey	survey	NOUN
crl-15128	21	20	has	have	AUX
crl-15128	21	21	rarely	rarely	ADV
crl-15128	21	22	been	be	AUX
crl-15128	21	23	disputed	dispute	VERB
crl-15128	21	24	.	.	PUNCT
crl-15128	22	1	however	however	ADV
crl-15128	22	2	,	,	PUNCT
crl-15128	22	3	there	there	PRON
crl-15128	22	4	has	have	AUX
crl-15128	22	5	been	be	AUX
crl-15128	22	6	criticism	criticism	NOUN
crl-15128	22	7	of	of	ADP
crl-15128	22	8	servqual	servqual	ADJ
crl-15128	22	9	in	in	ADP
crl-15128	22	10	other	other	ADJ
crl-15128	22	11	areas	area	NOUN
crl-15128	22	12	,	,	PUNCT
crl-15128	22	13	specifically	specifically	ADV
crl-15128	22	14	,	,	PUNCT
crl-15128	22	15	the	the	DET
crl-15128	22	16	servqual	servqual	ADJ
crl-15128	22	17	scale	scale	PROPN
crl-15128	22	18	�	�	PROPN
crl-15128	22	19	s	s	PART
crl-15128	22	20	theoretical	theoretical	ADJ
crl-15128	22	21	base	base	NOUN
crl-15128	22	22	sis	sis	NOUN
crl-15128	22	23	of	of	ADP
crl-15128	22	24	the	the	DET
crl-15128	22	25	survey	survey	NOUN
crl-15128	22	26	results	result	VERB
crl-15128	22	27	offers	offer	VERB
crl-15128	22	28	managers	manager	NOUN
crl-15128	22	29	and	and	CCONJ
crl-15128	22	30	quality	quality	NOUN
crl-15128	22	31	teams	team	NOUN
crl-15128	22	32	a	a	DET
crl-15128	22	33	guide	guide	NOUN
crl-15128	22	34	for	for	ADP
crl-15128	22	35	devising	devise	VERB
crl-15128	22	36	strategic	strategic	ADJ
crl-15128	22	37	plans	plan	NOUN
crl-15128	22	38	to	to	PART
crl-15128	22	39	improve	improve	VERB
crl-15128	22	40	service	service	NOUN
crl-15128	22	41	quality	quality	NOUN
crl-15128	22	42	in	in	ADP
crl-15128	22	43	the	the	DET
crl-15128	22	44	library	library	NOUN
crl-15128	22	45	.	.	PUNCT
crl-15128	23	1	literature	literature	NOUN
crl-15128	23	2	review	review	VERB
crl-15128	23	3	a	a	DET
crl-15128	23	4	review	review	NOUN
crl-15128	23	5	of	of	ADP
crl-15128	23	6	the	the	DET
crl-15128	23	7	literature	literature	NOUN
crl-15128	23	8	on	on	ADP
crl-15128	23	9	service	service	NOUN
crl-15128	23	10	quality	quality	NOUN
crl-15128	23	11	in	in	ADP
crl-15128	23	12	libraries	library	NOUN
crl-15128	23	13	was	be	AUX
crl-15128	23	14	conducted	conduct	VERB
crl-15128	23	15	before	before	ADP
crl-15128	23	16	and	and	CCONJ
crl-15128	23	17	after	after	ADP
crl-15128	23	18	this	this	DET
crl-15128	23	19	study	study	NOUN
crl-15128	23	20	.	.	PUNCT
crl-15128	24	1	the	the	DET
crl-15128	24	2	literature	literature	PROPN
crl-15128	24	3	review	review	NOUN
crl-15128	24	4	prior	prior	ADV
crl-15128	24	5	to	to	ADP
crl-15128	24	6	the	the	DET
crl-15128	24	7	study	study	NOUN
crl-15128	24	8	revealed	reveal	VERB
crl-15128	24	9	only	only	ADV
crl-15128	24	10	one	one	NUM
crl-15128	24	11	documented	document	VERB
crl-15128	24	12	source	source	NOUN
crl-15128	24	13	of	of	ADP
crl-15128	24	14	a	a	DET
crl-15128	24	15	library	library	NOUN
crl-15128	24	16	actually	actually	ADV
crl-15128	24	17	using	use	VERB
crl-15128	24	18	the	the	DET
crl-15128	24	19	servqual	servqual	ADJ
crl-15128	24	20	instrument	instrument	NOUN
crl-15128	24	21	.	.	PUNCT
crl-15128	25	1	françoise	françoise	PROPN
crl-15128	25	2	hebert	hebert	PROPN
crl-15128	25	3	uses	use	VERB
crl-15128	25	4	servqual	servqual	ADJ
crl-15128	25	5	specifically	specifically	ADV
crl-15128	25	6	for	for	ADP
crl-15128	25	7	the	the	DET
crl-15128	25	8	investigation	investigation	NOUN
crl-15128	25	9	of	of	ADP
crl-15128	25	10	interlibrary	interlibrary	ADJ
crl-15128	25	11	loan	loan	NOUN
crl-15128	25	12	service	service	NOUN
crl-15128	25	13	quality	quality	NOUN
crl-15128	25	14	in	in	ADP
crl-15128	25	15	large	large	ADJ
crl-15128	25	16	public	public	ADJ
crl-15128	25	17	libraries	library	NOUN
crl-15128	25	18	in	in	ADP
crl-15128	25	19	canada	canada	PROPN
crl-15128	25	20	.	.	PUNCT
crl-15128	26	1	in	in	ADP
crl-15128	26	2	her	her	PRON
crl-15128	26	3	data	data	NOUN
crl-15128	26	4	analysis	analysis	NOUN
crl-15128	26	5	,	,	PUNCT
crl-15128	26	6	she	she	PRON
crl-15128	26	7	compares	compare	VERB
crl-15128	26	8	the	the	DET
crl-15128	26	9	library	library	PROPN
crl-15128	26	10	�	�	PROPN
crl-15128	26	11	s	s	PART
crl-15128	26	12	measures	measure	NOUN
crl-15128	26	13	of	of	ADP
crl-15128	26	14	interlibrary	interlibrary	ADJ
crl-15128	26	15	loan	loan	NOUN
crl-15128	26	16	service	service	NOUN
crl-15128	26	17	quality	quality	NOUN
crl-15128	26	18	to	to	ADP
crl-15128	26	19	those	those	PRON
crl-15128	26	20	of	of	ADP
crl-15128	26	21	the	the	DET
crl-15128	26	22	responding	respond	VERB
crl-15128	26	23	customers	customer	NOUN
crl-15128	26	24	.	.	PUNCT
crl-15128	27	1	her	her	PRON
crl-15128	27	2	study	study	NOUN
crl-15128	27	3	concludes	conclude	VERB
crl-15128	27	4	with	with	ADP
crl-15128	27	5	the	the	DET
crl-15128	27	6	finding	finding	NOUN
crl-15128	27	7	that	that	SCONJ
crl-15128	27	8	there	there	PRON
crl-15128	27	9	is	be	VERB
crl-15128	27	10	a	a	DET
crl-15128	27	11	mismatch	mismatch	NOUN
crl-15128	27	12	between	between	ADP
crl-15128	27	13	library	library	ADJ
crl-15128	27	14	measures	measure	NOUN
crl-15128	27	15	of	of	ADP
crl-15128	27	16	interlibrary	interlibrary	ADJ
crl-15128	27	17	loan	loan	NOUN
crl-15128	27	18	performance	performance	NOUN
crl-15128	27	19	,	,	PUNCT
crl-15128	27	20	based	base	VERB
crl-15128	27	21	on	on	ADP
crl-15128	27	22	fill	fill	NOUN
crl-15128	27	23	rate	rate	NOUN
crl-15128	27	24	and	and	CCONJ
crl-15128	27	25	turnaround	turnaround	NOUN
crl-15128	27	26	time	time	NOUN
crl-15128	27	27	,	,	PUNCT
crl-15128	27	28	and	and	CCONJ
crl-15128	27	29	customer	customer	NOUN
crl-15128	27	30	measures	measure	NOUN
crl-15128	27	31	of	of	ADP
crl-15128	27	32	quality	quality	NOUN
crl-15128	27	33	,	,	PUNCT
crl-15128	27	34	based	base	VERB
crl-15128	27	35	on	on	ADP
crl-15128	27	36	disconfirmation	disconfirmation	NOUN
crl-15128	27	37	theory.4	theory.4	NUM
crl-15128	27	38	where	where	SCONJ
crl-15128	27	39	hebert	hebert	NOUN
crl-15128	27	40	focuses	focus	VERB
crl-15128	27	41	on	on	ADP
crl-15128	27	42	one	one	NUM
crl-15128	27	43	library	library	NOUN
crl-15128	27	44	service	service	NOUN
crl-15128	27	45	(	(	PUNCT
crl-15128	27	46	interlibrary	interlibrary	ADJ
crl-15128	27	47	loan	loan	NOUN
crl-15128	27	48	)	)	PUNCT
crl-15128	27	49	,	,	PUNCT
crl-15128	27	50	the	the	DET
crl-15128	27	51	purpose	purpose	NOUN
crl-15128	27	52	of	of	ADP
crl-15128	27	53	this	this	DET
crl-15128	27	54	study	study	NOUN
crl-15128	27	55	was	be	AUX
crl-15128	27	56	to	to	PART
crl-15128	27	57	obtain	obtain	VERB
crl-15128	27	58	from	from	ADP
crl-15128	27	59	library	library	ADJ
crl-15128	27	60	customers	customer	NOUN
crl-15128	27	61	an	an	DET
crl-15128	27	62	�	�	NOUN
crl-15128	27	63	aura	aura	NOUN
crl-15128	27	64	�	�	NOUN
crl-15128	27	65	of	of	ADP
crl-15128	27	66	overall	overall	ADJ
crl-15128	27	67	library	library	PROPN
crl-15128	27	68	service	service	NOUN
crl-15128	27	69	.	.	PUNCT
crl-15128	28	1	first	first	ADV
crl-15128	28	2	,	,	PUNCT
crl-15128	28	3	it	it	PRON
crl-15128	28	4	was	be	AUX
crl-15128	28	5	necessary	necessary	ADJ
crl-15128	28	6	to	to	PART
crl-15128	28	7	understand	understand	VERB
crl-15128	28	8	the	the	DET
crl-15128	28	9	nature	nature	NOUN
crl-15128	28	10	and	and	CCONJ
crl-15128	28	11	determinants	determinant	NOUN
crl-15128	28	12	of	of	ADP
crl-15128	28	13	customer	customer	NOUN
crl-15128	28	14	expectations	expectation	NOUN
crl-15128	28	15	;	;	PUNCT
crl-15128	28	16	understanding	understand	VERB
crl-15128	28	17	customer	customer	NOUN
crl-15128	28	18	expectations	expectation	NOUN
crl-15128	28	19	is	be	AUX
crl-15128	28	20	a	a	DET
crl-15128	28	21	prerequisite	prerequisite	NOUN
crl-15128	28	22	for	for	ADP
crl-15128	28	23	delivering	deliver	VERB
crl-15128	28	24	superior	superior	ADJ
crl-15128	28	25	service	service	NOUN
crl-15128	28	26	.	.	PUNCT
crl-15128	29	1	berry	berry	NOUN
crl-15128	29	2	,	,	PUNCT
crl-15128	29	3	parasuraman	parasuraman	NOUN
crl-15128	29	4	,	,	PUNCT
crl-15128	29	5	and	and	CCONJ
crl-15128	29	6	zeithaml	zeithaml	PROPN
crl-15128	29	7	suggest	suggest	VERB
crl-15128	29	8	that	that	SCONJ
crl-15128	29	9	there	there	PRON
crl-15128	29	10	are	be	VERB
crl-15128	29	11	three	three	NUM
crl-15128	29	12	levels	level	NOUN
crl-15128	29	13	of	of	ADP
crl-15128	29	14	customer	customer	NOUN
crl-15128	29	15	expectable	expectable	VERB
crl-15128	29	16	1	1	NUM
crl-15128	29	17	five	five	NUM
crl-15128	29	18	dimensions	dimension	NOUN
crl-15128	29	19	of	of	ADP
crl-15128	29	20	quality	quality	NOUN
crl-15128	29	21	defined7	defined7	NOUN
crl-15128	29	22	dimensions	dimension	NOUN
crl-15128	29	23	definitions	definition	NOUN
crl-15128	29	24	reliability	reliability	VERB
crl-15128	29	25	the	the	DET
crl-15128	29	26	ability	ability	NOUN
crl-15128	29	27	to	to	PART
crl-15128	29	28	perform	perform	VERB
crl-15128	29	29	the	the	DET
crl-15128	29	30	promised	promise	VERB
crl-15128	29	31	service	service	NOUN
crl-15128	29	32	dependably	dependably	ADV
crl-15128	29	33	and	and	CCONJ
crl-15128	29	34	accurately	accurately	ADV
crl-15128	29	35	.	.	PUNCT
crl-15128	30	1	responsiveness	responsiveness	NOUN
crl-15128	30	2	the	the	DET
crl-15128	30	3	willingness	willingness	NOUN
crl-15128	30	4	to	to	PART
crl-15128	30	5	help	help	VERB
crl-15128	30	6	customers	customer	NOUN
crl-15128	30	7	and	and	CCONJ
crl-15128	30	8	provide	provide	VERB
crl-15128	30	9	prompt	prompt	ADJ
crl-15128	30	10	service	service	NOUN
crl-15128	30	11	.	.	PUNCT
crl-15128	31	1	assurance	assurance	VERB
crl-15128	31	2	the	the	DET
crl-15128	31	3	knowledge	knowledge	NOUN
crl-15128	31	4	and	and	CCONJ
crl-15128	31	5	courtesy	courtesy	NOUN
crl-15128	31	6	of	of	ADP
crl-15128	31	7	employees	employee	NOUN
crl-15128	31	8	and	and	CCONJ
crl-15128	31	9	their	their	PRON
crl-15128	31	10	ability	ability	NOUN
crl-15128	31	11	to	to	PART
crl-15128	31	12	convey	convey	VERB
crl-15128	31	13	trust	trust	NOUN
crl-15128	31	14	and	and	CCONJ
crl-15128	31	15	confidence	confidence	NOUN
crl-15128	31	16	.	.	PUNCT
crl-15128	32	1	empathy	empathy	NOUN
crl-15128	32	2	the	the	DET
crl-15128	32	3	caring	care	VERB
crl-15128	32	4	,	,	PUNCT
crl-15128	32	5	individualized	individualized	ADJ
crl-15128	32	6	attention	attention	NOUN
crl-15128	32	7	given	give	VERB
crl-15128	32	8	to	to	ADP
crl-15128	32	9	customers	customer	NOUN
crl-15128	32	10	.	.	PUNCT
crl-15128	33	1	tangibles	tangible	NOUN
crl-15128	33	2	the	the	DET
crl-15128	33	3	appearance	appearance	NOUN
crl-15128	33	4	of	of	ADP
crl-15128	33	5	physical	physical	ADJ
crl-15128	33	6	facilities	facility	NOUN
crl-15128	33	7	,	,	PUNCT
crl-15128	33	8	equipment	equipment	NOUN
crl-15128	33	9	,	,	PUNCT
crl-15128	33	10	personnel	personnel	NOUN
crl-15128	33	11	,	,	PUNCT
crl-15128	33	12	and	and	CCONJ
crl-15128	33	13	communication	communication	NOUN
crl-15128	33	14	materials	material	NOUN
crl-15128	33	15	.	.	PUNCT
crl-15128	34	1	understanding	understand	VERB
crl-15128	34	2	customer	customer	NOUN
crl-15128	34	3	expectations	expectation	NOUN
crl-15128	34	4	is	be	AUX
crl-15128	34	5	a	a	DET
crl-15128	34	6	prerequisite	prerequisite	NOUN
crl-15128	34	7	for	for	ADP
crl-15128	34	8	delivering	deliver	VERB
crl-15128	34	9	superior	superior	ADJ
crl-15128	34	10	service	service	NOUN
crl-15128	34	11	.	.	PUNCT
crl-15128	35	1	toward	toward	ADP
crl-15128	35	2	a	a	DET
crl-15128	35	3	tqm	tqm	ADJ
crl-15128	35	4	paradigm	paradigm	NOUN
crl-15128	35	5	239	239	NUM
crl-15128	35	6	and	and	CCONJ
crl-15128	35	7	the	the	DET
crl-15128	35	8	number	number	NOUN
crl-15128	35	9	and	and	CCONJ
crl-15128	35	10	generic	generic	ADJ
crl-15128	35	11	nature	nature	NOUN
crl-15128	35	12	of	of	ADP
crl-15128	35	13	the	the	DET
crl-15128	35	14	dimensions	dimension	NOUN
crl-15128	35	15	.	.	PUNCT
crl-15128	36	1	white	white	ADJ
crl-15128	36	2	and	and	CCONJ
crl-15128	36	3	abels	abel	NOUN
crl-15128	36	4	conclude	conclude	VERB
crl-15128	36	5	that	that	SCONJ
crl-15128	36	6	,	,	PUNCT
crl-15128	36	7	with	with	ADP
crl-15128	36	8	slight	slight	ADJ
crl-15128	36	9	modifications	modification	NOUN
crl-15128	36	10	,	,	PUNCT
crl-15128	36	11	the	the	DET
crl-15128	36	12	survey	survey	NOUN
crl-15128	36	13	can	can	AUX
crl-15128	36	14	adequately	adequately	ADV
crl-15128	36	15	reflect	reflect	VERB
crl-15128	36	16	the	the	DET
crl-15128	36	17	range	range	NOUN
crl-15128	36	18	of	of	ADP
crl-15128	36	19	values	value	NOUN
crl-15128	36	20	that	that	PRON
crl-15128	36	21	library	library	NOUN
crl-15128	36	22	users	user	NOUN
crl-15128	36	23	attach	attach	VERB
crl-15128	36	24	to	to	ADP
crl-15128	36	25	information	information	NOUN
crl-15128	36	26	centers	center	NOUN
crl-15128	36	27	.	.	PUNCT
crl-15128	37	1	methodology	methodology	PROPN
crl-15128	37	2	background	background	PROPN
crl-15128	37	3	texas	texas	PROPN
crl-15128	37	4	a&m	a&m	PROPN
crl-15128	37	5	university	university	PROPN
crl-15128	37	6	(	(	PUNCT
crl-15128	37	7	tamu	tamu	PROPN
crl-15128	37	8	)	)	PUNCT
crl-15128	37	9	,	,	PUNCT
crl-15128	37	10	located	locate	VERB
crl-15128	37	11	in	in	ADP
crl-15128	37	12	college	college	NOUN
crl-15128	37	13	station	station	NOUN
crl-15128	37	14	,	,	PUNCT
crl-15128	37	15	has	have	VERB
crl-15128	37	16	approximately	approximately	ADV
crl-15128	37	17	44,000	44,000	NUM
crl-15128	37	18	students	student	NOUN
crl-15128	37	19	of	of	ADP
crl-15128	37	20	which	which	PRON
crl-15128	37	21	nearly	nearly	ADV
crl-15128	37	22	20	20	NUM
crl-15128	37	23	percent	percent	NOUN
crl-15128	37	24	are	be	AUX
crl-15128	37	25	graduate	graduate	ADJ
crl-15128	37	26	students	student	NOUN
crl-15128	37	27	.	.	PUNCT
crl-15128	38	1	the	the	DET
crl-15128	38	2	university	university	NOUN
crl-15128	38	3	employs	employ	VERB
crl-15128	38	4	approximately	approximately	ADV
crl-15128	38	5	2,500	2,500	NUM
crl-15128	38	6	faculty	faculty	NOUN
crl-15128	38	7	and	and	CCONJ
crl-15128	38	8	13,000	13,000	NUM
crl-15128	38	9	staff	staff	NOUN
crl-15128	38	10	members	member	NOUN
crl-15128	38	11	.	.	PUNCT
crl-15128	39	1	the	the	DET
crl-15128	39	2	sterling	sterling	PROPN
crl-15128	39	3	c.	c.	PROPN
crl-15128	39	4	evans	evans	PROPN
crl-15128	39	5	library	library	PROPN
crl-15128	39	6	is	be	AUX
crl-15128	39	7	the	the	DET
crl-15128	39	8	main	main	ADJ
crl-15128	39	9	library	library	NOUN
crl-15128	39	10	servicing	service	VERB
crl-15128	39	11	the	the	DET
crl-15128	39	12	educational	educational	ADJ
crl-15128	39	13	and	and	CCONJ
crl-15128	39	14	research	research	NOUN
crl-15128	39	15	needs	need	NOUN
crl-15128	39	16	of	of	ADP
crl-15128	39	17	the	the	DET
crl-15128	39	18	university	university	NOUN
crl-15128	39	19	and	and	CCONJ
crl-15128	39	20	the	the	DET
crl-15128	39	21	local	local	ADJ
crl-15128	39	22	community	community	NOUN
crl-15128	39	23	.	.	PUNCT
crl-15128	40	1	with	with	ADP
crl-15128	40	2	more	more	ADJ
crl-15128	40	3	than	than	ADP
crl-15128	40	4	two	two	NUM
crl-15128	40	5	million	million	NUM
crl-15128	40	6	volumes	volume	NOUN
crl-15128	40	7	,	,	PUNCT
crl-15128	40	8	four	four	NUM
crl-15128	40	9	million	million	NUM
crl-15128	40	10	microforms	microform	NOUN
crl-15128	40	11	,	,	PUNCT
crl-15128	40	12	and	and	CCONJ
crl-15128	40	13	13,000	13,000	NUM
crl-15128	40	14	periodical	periodical	ADJ
crl-15128	40	15	subscriptions	subscription	NOUN
crl-15128	40	16	,	,	PUNCT
crl-15128	40	17	the	the	DET
crl-15128	40	18	library	library	NOUN
crl-15128	40	19	is	be	AUX
crl-15128	40	20	the	the	DET
crl-15128	40	21	major	major	ADJ
crl-15128	40	22	informafigure	informafigure	NOUN
crl-15128	40	23	1	1	NUM
crl-15128	40	24	evans	evans	PROPN
crl-15128	40	25	library	library	NOUN
crl-15128	40	26	customer	customer	NOUN
crl-15128	40	27	satisfaction	satisfaction	NOUN
crl-15128	40	28	survey	survey	NOUN
crl-15128	40	29	(	(	PUNCT
crl-15128	40	30	part	part	NOUN
crl-15128	40	31	1	1	NUM
crl-15128	40	32	)	)	PUNCT
crl-15128	40	33	we	we	PRON
crl-15128	40	34	would	would	AUX
crl-15128	40	35	like	like	VERB
crl-15128	40	36	your	your	PRON
crl-15128	40	37	impressions	impression	NOUN
crl-15128	40	38	about	about	ADP
crl-15128	40	39	evans	evan	NOUN
crl-15128	40	40	’	'	PUNCT
crl-15128	40	41	service	service	NOUN
crl-15128	40	42	performance	performance	NOUN
crl-15128	40	43	relative	relative	ADJ
crl-15128	40	44	to	to	ADP
crl-15128	40	45	your	your	PRON
crl-15128	40	46	expectations	expectation	NOUN
crl-15128	40	47	.	.	PUNCT
crl-15128	41	1	please	please	INTJ
crl-15128	41	2	think	think	VERB
crl-15128	41	3	about	about	ADP
crl-15128	41	4	the	the	DET
crl-15128	41	5	two	two	NUM
crl-15128	41	6	different	different	ADJ
crl-15128	41	7	levels	level	NOUN
crl-15128	41	8	of	of	ADP
crl-15128	41	9	expectations	expectation	NOUN
crl-15128	41	10	as	as	SCONJ
crl-15128	41	11	defined	define	VERB
crl-15128	41	12	below	below	ADP
crl-15128	41	13	:	:	PUNCT
crl-15128	41	14	minimum	minimum	ADJ
crl-15128	41	15	service	service	NOUN
crl-15128	41	16	level	level	NOUN
crl-15128	41	17	:	:	PUNCT
crl-15128	41	18	the	the	DET
crl-15128	41	19	minimum	minimum	ADJ
crl-15128	41	20	service	service	NOUN
crl-15128	41	21	performance	performance	NOUN
crl-15128	41	22	you	you	PRON
crl-15128	41	23	consider	consider	VERB
crl-15128	41	24	adequate	adequate	ADJ
crl-15128	41	25	desired	desire	VERB
crl-15128	41	26	service	service	NOUN
crl-15128	41	27	level	level	NOUN
crl-15128	41	28	:	:	PUNCT
crl-15128	41	29	the	the	DET
crl-15128	41	30	level	level	NOUN
crl-15128	41	31	of	of	ADP
crl-15128	41	32	service	service	NOUN
crl-15128	41	33	performance	performance	NOUN
crl-15128	41	34	you	you	PRON
crl-15128	41	35	desire	desire	VERB
crl-15128	41	36	for	for	ADP
crl-15128	41	37	each	each	PRON
crl-15128	41	38	of	of	ADP
crl-15128	41	39	the	the	DET
crl-15128	41	40	following	following	ADJ
crl-15128	41	41	statements	statement	NOUN
crl-15128	41	42	,	,	PUNCT
crl-15128	41	43	please	please	INTJ
crl-15128	41	44	indicate	indicate	VERB
crl-15128	41	45	:	:	PUNCT
crl-15128	41	46	(	(	PUNCT
crl-15128	41	47	a	a	X
crl-15128	41	48	)	)	PUNCT
crl-15128	41	49	your	your	PRON
crl-15128	41	50	minimum	minimum	NOUN
crl-15128	41	51	service	service	NOUN
crl-15128	41	52	level	level	NOUN
crl-15128	41	53	by	by	ADP
crl-15128	41	54	circling	circle	VERB
crl-15128	41	55	one	one	NUM
crl-15128	41	56	of	of	ADP
crl-15128	41	57	the	the	DET
crl-15128	41	58	numbers	number	NOUN
crl-15128	41	59	in	in	ADP
crl-15128	41	60	the	the	DET
crl-15128	41	61	first	first	ADJ
crl-15128	41	62	column	column	NOUN
crl-15128	41	63	;	;	PUNCT
crl-15128	41	64	(	(	PUNCT
crl-15128	41	65	b	b	X
crl-15128	41	66	)	)	PUNCT
crl-15128	41	67	your	your	PRON
crl-15128	41	68	desired	desire	VERB
crl-15128	41	69	service	service	NOUN
crl-15128	41	70	level	level	NOUN
crl-15128	41	71	by	by	ADP
crl-15128	41	72	circling	circle	VERB
crl-15128	41	73	one	one	NUM
crl-15128	41	74	of	of	ADP
crl-15128	41	75	the	the	DET
crl-15128	41	76	numbers	number	NOUN
crl-15128	41	77	in	in	ADP
crl-15128	41	78	the	the	DET
crl-15128	41	79	second	second	ADJ
crl-15128	41	80	column	column	NOUN
crl-15128	41	81	;	;	PUNCT
crl-15128	41	82	and	and	CCONJ
crl-15128	41	83	(	(	PUNCT
crl-15128	41	84	c	c	X
crl-15128	41	85	)	)	PUNCT
crl-15128	41	86	your	your	PRON
crl-15128	41	87	perception	perception	NOUN
crl-15128	41	88	of	of	ADP
crl-15128	41	89	evans	evans	PROPN
crl-15128	41	90	’	'	PUNCT
crl-15128	41	91	service	service	NOUN
crl-15128	41	92	by	by	ADP
crl-15128	41	93	circling	circle	VERB
crl-15128	41	94	one	one	NUM
crl-15128	41	95	of	of	ADP
crl-15128	41	96	the	the	DET
crl-15128	41	97	numbers	number	NOUN
crl-15128	41	98	in	in	ADP
crl-15128	41	99	the	the	DET
crl-15128	41	100	third	third	ADJ
crl-15128	41	101	column	column	NOUN
crl-15128	41	102	.	.	PUNCT
crl-15128	42	1	q.2	q.2	PROPN
crl-15128	42	2	employees	employee	NOUN
crl-15128	42	3	who	who	PRON
crl-15128	42	4	are	be	AUX
crl-15128	42	5	consistently	consistently	ADV
crl-15128	42	6	courteous	courteous	ADJ
crl-15128	42	7	q.3	q.3	NOUN
crl-15128	42	8	employees	employee	NOUN
crl-15128	42	9	who	who	PRON
crl-15128	42	10	deal	deal	VERB
crl-15128	42	11	with	with	ADP
crl-15128	42	12	customers	customer	NOUN
crl-15128	42	13	in	in	ADP
crl-15128	42	14	a	a	DET
crl-15128	42	15	caring	caring	ADJ
crl-15128	42	16	fashion	fashion	NOUN
crl-15128	42	17	my	my	PRON
crl-15128	42	18	minimum	minimum	NOUN
crl-15128	42	19	service	service	NOUN
crl-15128	42	20	my	my	PRON
crl-15128	42	21	desired	desire	VERB
crl-15128	42	22	service	service	NOUN
crl-15128	42	23	my	my	PRON
crl-15128	42	24	perception	perception	NOUN
crl-15128	42	25	of	of	ADP
crl-15128	42	26	evans	evan	NOUN
crl-15128	42	27	’	'	PUNCT
crl-15128	42	28	when	when	SCONJ
crl-15128	42	29	it	it	PRON
crl-15128	42	30	comes	come	VERB
crl-15128	42	31	to	to	ADP
crl-15128	42	32	.	.	PUNCT
crl-15128	42	33	.	.	PUNCT
crl-15128	42	34	.	.	PUNCT
crl-15128	43	1	level	level	NOUN
crl-15128	43	2	is	be	AUX
crl-15128	43	3	:	:	PUNCT
crl-15128	43	4	level	level	NOUN
crl-15128	43	5	is	be	AUX
crl-15128	43	6	:	:	PUNCT
crl-15128	43	7	serviceperformance	serviceperformance	PROPN
crl-15128	43	8	is	be	AUX
crl-15128	43	9	:	:	PUNCT
crl-15128	43	10	low	low	ADJ
crl-15128	43	11	high	high	ADJ
crl-15128	43	12	low	low	ADJ
crl-15128	43	13	high	high	ADJ
crl-15128	43	14	low	low	ADJ
crl-15128	43	15	high	high	ADJ
crl-15128	43	16	no	no	DET
crl-15128	43	17	opinion	opinion	NOUN
crl-15128	43	18	q.1	q.1	INTJ
crl-15128	43	19	prompt	prompt	ADJ
crl-15128	43	20	service	service	NOUN
crl-15128	43	21	to	to	ADP
crl-15128	43	22	customers	customer	NOUN
crl-15128	43	23	1	1	NUM
crl-15128	43	24	2	2	NUM
crl-15128	43	25	3	3	NUM
crl-15128	43	26	4	4	NUM
crl-15128	43	27	5	5	NUM
crl-15128	43	28	6	6	NUM
crl-15128	43	29	7	7	NUM
crl-15128	43	30	8	8	NUM
crl-15128	43	31	9	9	NUM
crl-15128	43	32	1	1	NUM
crl-15128	43	33	2	2	NUM
crl-15128	43	34	3	3	NUM
crl-15128	43	35	4	4	NUM
crl-15128	43	36	5	5	NUM
crl-15128	43	37	6	6	NUM
crl-15128	43	38	7	7	NUM
crl-15128	43	39	8	8	NUM
crl-15128	43	40	9	9	NUM
crl-15128	43	41	1	1	NUM
crl-15128	43	42	2	2	NUM
crl-15128	43	43	3	3	NUM
crl-15128	43	44	4	4	NUM
crl-15128	43	45	5	5	NUM
crl-15128	43	46	6	6	NUM
crl-15128	43	47	7	7	NUM
crl-15128	43	48	8	8	NUM
crl-15128	43	49	9	9	NUM
crl-15128	43	50	n	n	PRON
crl-15128	43	51	q.4	q.4	ADV
crl-15128	43	52	providing	provide	VERB
crl-15128	43	53	service	service	NOUN
crl-15128	43	54	at	at	ADP
crl-15128	43	55	the	the	DET
crl-15128	43	56	promised	promise	VERB
crl-15128	43	57	time	time	NOUN
crl-15128	43	58	q.5	q.5	DET
crl-15128	43	59	employees	employee	NOUN
crl-15128	43	60	who	who	PRON
crl-15128	43	61	understand	understand	VERB
crl-15128	43	62	the	the	DET
crl-15128	43	63	needs	need	NOUN
crl-15128	43	64	of	of	ADP
crl-15128	43	65	their	their	PRON
crl-15128	43	66	customers	customer	NOUN
crl-15128	43	67	q.6	q.6	VERB
crl-15128	43	68	visually	visually	ADV
crl-15128	43	69	appealing	appealing	ADJ
crl-15128	43	70	materials	material	NOUN
crl-15128	43	71	associated	associate	VERB
crl-15128	43	72	with	with	ADP
crl-15128	43	73	the	the	DET
crl-15128	43	74	service	service	NOUN
crl-15128	43	75	(	(	PUNCT
crl-15128	43	76	e.g.	e.g.	ADV
crl-15128	43	77	,	,	PUNCT
crl-15128	43	78	clear	clear	ADJ
crl-15128	43	79	and	and	CCONJ
crl-15128	43	80	concise	concise	ADJ
crl-15128	43	81	forms	form	NOUN
crl-15128	43	82	)	)	PUNCT
crl-15128	43	83	q.7	q.7	VERB
crl-15128	43	84	having	have	VERB
crl-15128	43	85	the	the	DET
crl-15128	43	86	customer	customer	NOUN
crl-15128	43	87	’s	’s	PART
crl-15128	43	88	best	good	ADJ
crl-15128	43	89	interest	interest	NOUN
crl-15128	43	90	at	at	ADP
crl-15128	43	91	heart	heart	NOUN
crl-15128	43	92	q.8	q.8	NOUN
crl-15128	43	93	willingness	willingness	NOUN
crl-15128	43	94	to	to	PART
crl-15128	43	95	help	help	VERB
crl-15128	43	96	customers	customer	NOUN
crl-15128	43	97	q.9	q.9	ADP
crl-15128	43	98	maintaining	maintain	VERB
crl-15128	43	99	error	error	NOUN
crl-15128	43	100	-	-	PUNCT
crl-15128	43	101	free	free	ADJ
crl-15128	43	102	customer	customer	NOUN
crl-15128	43	103	and	and	CCONJ
crl-15128	43	104	catalog	catalog	NOUN
crl-15128	43	105	records	record	NOUN
crl-15128	44	1	q.10	q.10	ADP
crl-15128	44	2	keeping	keep	VERB
crl-15128	44	3	customers	customer	NOUN
crl-15128	44	4	informed	inform	VERB
crl-15128	44	5	about	about	ADP
crl-15128	44	6	when	when	SCONJ
crl-15128	44	7	services	service	NOUN
crl-15128	44	8	will	will	AUX
crl-15128	44	9	be	be	AUX
crl-15128	44	10	performed	perform	VERB
crl-15128	44	11	q.11	q.11	NOUN
crl-15128	44	12	providing	provide	VERB
crl-15128	44	13	services	service	NOUN
crl-15128	44	14	as	as	SCONJ
crl-15128	44	15	promised	promise	VERB
crl-15128	44	16	q.12	q.12	PROPN
crl-15128	44	17	employees	employee	NOUN
crl-15128	44	18	who	who	PRON
crl-15128	44	19	instill	instill	VERB
crl-15128	44	20	confidence	confidence	NOUN
crl-15128	44	21	in	in	ADP
crl-15128	44	22	customers	customer	NOUN
crl-15128	44	23	q.13	q.13	ADP
crl-15128	44	24	employees	employee	NOUN
crl-15128	44	25	who	who	PRON
crl-15128	44	26	have	have	VERB
crl-15128	44	27	the	the	DET
crl-15128	44	28	knowledge	knowledge	NOUN
crl-15128	44	29	to	to	PART
crl-15128	44	30	answer	answer	VERB
crl-15128	44	31	customers	customer	NOUN
crl-15128	44	32	’	'	PUNCT
crl-15128	44	33	questions	question	NOUN
crl-15128	44	34	q.15	q.15	NOUN
crl-15128	44	35	dependability	dependability	NOUN
crl-15128	44	36	in	in	ADP
crl-15128	44	37	handling	handle	VERB
crl-15128	44	38	customers	customer	NOUN
crl-15128	44	39	’	'	PUNCT
crl-15128	44	40	service	service	NOUN
crl-15128	44	41	problems	problem	NOUN
crl-15128	44	42	q.14	q.14	ADP
crl-15128	44	43	readiness	readiness	NOUN
crl-15128	44	44	to	to	PART
crl-15128	44	45	respond	respond	VERB
crl-15128	44	46	to	to	ADP
crl-15128	44	47	customers	customer	NOUN
crl-15128	44	48	’	'	PUNCT
crl-15128	44	49	questions	question	NOUN
crl-15128	44	50	q.16	q.16	PRON
crl-15128	44	51	performing	perform	VERB
crl-15128	44	52	services	service	NOUN
crl-15128	44	53	right	right	ADV
crl-15128	44	54	the	the	DET
crl-15128	44	55	first	first	ADJ
crl-15128	44	56	time	time	NOUN
crl-15128	44	57	q.17	q.17	PROPN
crl-15128	44	58	visually	visually	ADV
crl-15128	44	59	appealing	appealing	ADJ
crl-15128	44	60	facilities	facility	NOUN
crl-15128	44	61	q.18	q.18	NOUN
crl-15128	44	62	giving	give	VERB
crl-15128	44	63	customers	customer	NOUN
crl-15128	44	64	individual	individual	ADJ
crl-15128	44	65	attention	attention	NOUN
crl-15128	44	66	q.19	q.19	ADP
crl-15128	44	67	employees	employee	NOUN
crl-15128	44	68	who	who	PRON
crl-15128	44	69	have	have	VERB
crl-15128	44	70	a	a	DET
crl-15128	44	71	neat	neat	ADJ
crl-15128	44	72	,	,	PUNCT
crl-15128	44	73	professional	professional	ADJ
crl-15128	44	74	appearance	appearance	NOUN
crl-15128	44	75	q.20	q.20	ADP
crl-15128	44	76	convenient	convenient	ADJ
crl-15128	44	77	business	business	NOUN
crl-15128	44	78	hours	hour	NOUN
crl-15128	44	79	q.21	q.21	NOUN
crl-15128	44	80	modern	modern	ADJ
crl-15128	44	81	equipment	equipment	NOUN
crl-15128	44	82	q.22	q.22	ADP
crl-15128	44	83	assuring	assure	VERB
crl-15128	44	84	customers	customer	NOUN
crl-15128	44	85	of	of	ADP
crl-15128	44	86	the	the	DET
crl-15128	44	87	accuracy	accuracy	NOUN
crl-15128	44	88	and	and	CCONJ
crl-15128	44	89	confidentiality	confidentiality	NOUN
crl-15128	44	90	of	of	ADP
crl-15128	44	91	their	their	PRON
crl-15128	44	92	transactions	transaction	NOUN
crl-15128	44	93	240	240	NUM
crl-15128	44	94	college	college	NOUN
crl-15128	44	95	&	&	CCONJ
crl-15128	44	96	research	research	PROPN
crl-15128	44	97	libraries	library	NOUN
crl-15128	44	98	may	may	AUX
crl-15128	44	99	1997	1997	NUM
crl-15128	44	100	tion	tion	NOUN
crl-15128	44	101	resource	resource	NOUN
crl-15128	44	102	for	for	ADP
crl-15128	44	103	tamu	tamu	ADJ
crl-15128	44	104	students	student	NOUN
crl-15128	44	105	and	and	CCONJ
crl-15128	44	106	faculty	faculty	NOUN
crl-15128	44	107	.	.	PUNCT
crl-15128	45	1	the	the	DET
crl-15128	45	2	library	library	NOUN
crl-15128	45	3	offers	offer	VERB
crl-15128	45	4	its	its	PRON
crl-15128	45	5	customers	customer	NOUN
crl-15128	45	6	many	many	ADJ
crl-15128	45	7	services	service	NOUN
crl-15128	45	8	,	,	PUNCT
crl-15128	45	9	including	include	VERB
crl-15128	45	10	orientations	orientation	NOUN
crl-15128	45	11	,	,	PUNCT
crl-15128	45	12	tours	tour	NOUN
crl-15128	45	13	and	and	CCONJ
crl-15128	45	14	demonstrations	demonstration	NOUN
crl-15128	45	15	,	,	PUNCT
crl-15128	45	16	book	book	NOUN
crl-15128	45	17	and	and	CCONJ
crl-15128	45	18	journal	journal	NOUN
crl-15128	45	19	circulation	circulation	NOUN
crl-15128	45	20	privileges	privilege	NOUN
crl-15128	45	21	,	,	PUNCT
crl-15128	45	22	interlibrary	interlibrary	ADJ
crl-15128	45	23	loan	loan	NOUN
crl-15128	45	24	services	service	NOUN
crl-15128	45	25	,	,	PUNCT
crl-15128	45	26	remote	remote	ADJ
crl-15128	45	27	computer	computer	NOUN
crl-15128	45	28	access	access	NOUN
crl-15128	45	29	to	to	ADP
crl-15128	45	30	the	the	DET
crl-15128	45	31	library	library	NOUN
crl-15128	45	32	computer	computer	NOUN
crl-15128	45	33	system	system	NOUN
crl-15128	45	34	,	,	PUNCT
crl-15128	45	35	access	access	NOUN
crl-15128	45	36	to	to	ADP
crl-15128	45	37	computerized	computerized	ADJ
crl-15128	45	38	literature	literature	NOUN
crl-15128	45	39	searches	search	NOUN
crl-15128	45	40	,	,	PUNCT
crl-15128	45	41	access	access	NOUN
crl-15128	45	42	to	to	ADP
crl-15128	45	43	audiovisual	audiovisual	ADJ
crl-15128	45	44	materials	material	NOUN
crl-15128	45	45	and	and	CCONJ
crl-15128	45	46	equipment	equipment	NOUN
crl-15128	45	47	,	,	PUNCT
crl-15128	45	48	more	more	ADJ
crl-15128	45	49	than	than	ADP
crl-15128	45	50	150	150	NUM
crl-15128	45	51	microcomputers	microcomputer	NOUN
crl-15128	45	52	,	,	PUNCT
crl-15128	45	53	and	and	CCONJ
crl-15128	45	54	other	other	ADJ
crl-15128	45	55	services	service	NOUN
crl-15128	45	56	.	.	PUNCT
crl-15128	46	1	as	as	SCONJ
crl-15128	46	2	their	their	PRON
crl-15128	46	3	comments	comment	NOUN
crl-15128	46	4	indicate	indicate	VERB
crl-15128	46	5	,	,	PUNCT
crl-15128	46	6	many	many	ADJ
crl-15128	46	7	of	of	ADP
crl-15128	46	8	these	these	DET
crl-15128	46	9	services	service	NOUN
crl-15128	46	10	were	be	AUX
crl-15128	46	11	considered	consider	VERB
crl-15128	46	12	during	during	ADP
crl-15128	46	13	the	the	DET
crl-15128	46	14	customers	customer	NOUN
crl-15128	46	15	�	�	PROPN
crl-15128	46	16	evaluation	evaluation	NOUN
crl-15128	46	17	of	of	ADP
crl-15128	46	18	the	the	DET
crl-15128	46	19	quality	quality	NOUN
crl-15128	46	20	of	of	ADP
crl-15128	46	21	the	the	DET
crl-15128	46	22	library	library	PROPN
crl-15128	46	23	�	�	PROPN
crl-15128	46	24	s	s	PART
crl-15128	46	25	service	service	NOUN
crl-15128	46	26	.	.	PUNCT
crl-15128	47	1	research	research	NOUN
crl-15128	47	2	questions	question	NOUN
crl-15128	47	3	service	service	NOUN
crl-15128	47	4	quality	quality	NOUN
crl-15128	47	5	is	be	AUX
crl-15128	47	6	measured	measure	VERB
crl-15128	47	7	in	in	ADP
crl-15128	47	8	terms	term	NOUN
crl-15128	47	9	of	of	ADP
crl-15128	47	10	how	how	SCONJ
crl-15128	47	11	well	well	ADV
crl-15128	47	12	a	a	DET
crl-15128	47	13	provider	provider	NOUN
crl-15128	47	14	performs	perform	VERB
crl-15128	47	15	with	with	ADP
crl-15128	47	16	regard	regard	NOUN
crl-15128	47	17	to	to	ADP
crl-15128	47	18	a	a	DET
crl-15128	47	19	customer	customer	NOUN
crl-15128	47	20	�	�	NOUN
crl-15128	47	21	s	s	PART
crl-15128	47	22	expectations.9	expectations.9	NOUN
crl-15128	47	23	data	datum	NOUN
crl-15128	47	24	gathered	gather	VERB
crl-15128	47	25	from	from	ADP
crl-15128	47	26	the	the	DET
crl-15128	47	27	measurement	measurement	NOUN
crl-15128	47	28	of	of	ADP
crl-15128	47	29	service	service	NOUN
crl-15128	47	30	quality	quality	NOUN
crl-15128	47	31	can	can	AUX
crl-15128	47	32	be	be	AUX
crl-15128	47	33	used	use	VERB
crl-15128	47	34	to	to	PART
crl-15128	47	35	answer	answer	VERB
crl-15128	47	36	the	the	DET
crl-15128	47	37	following	following	NOUN
crl-15128	47	38	researched	research	VERB
crl-15128	47	39	questions	question	NOUN
crl-15128	47	40	:	:	PUNCT
crl-15128	47	41	1	1	X
crl-15128	47	42	.	.	X
crl-15128	47	43	how	how	SCONJ
crl-15128	47	44	do	do	AUX
crl-15128	47	45	customers	customer	NOUN
crl-15128	47	46	define	define	VERB
crl-15128	47	47	library	library	NOUN
crl-15128	47	48	service	service	NOUN
crl-15128	47	49	quality	quality	NOUN
crl-15128	47	50	?	?	PUNCT
crl-15128	48	1	2	2	X
crl-15128	48	2	.	.	X
crl-15128	48	3	how	how	SCONJ
crl-15128	48	4	can	can	AUX
crl-15128	48	5	library	library	NOUN
crl-15128	48	6	service	service	NOUN
crl-15128	48	7	quality	quality	NOUN
crl-15128	48	8	be	be	AUX
crl-15128	48	9	improved	improve	VERB
crl-15128	48	10	?	?	PUNCT
crl-15128	49	1	3	3	X
crl-15128	49	2	.	.	X
crl-15128	49	3	what	what	PRON
crl-15128	49	4	dimensions	dimension	NOUN
crl-15128	49	5	of	of	ADP
crl-15128	49	6	quality	quality	NOUN
crl-15128	49	7	are	be	AUX
crl-15128	49	8	most	most	ADV
crl-15128	49	9	important	important	ADJ
crl-15128	49	10	to	to	ADP
crl-15128	49	11	library	library	NOUN
crl-15128	49	12	customers	customer	NOUN
crl-15128	49	13	?	?	PUNCT
crl-15128	50	1	the	the	DET
crl-15128	50	2	survey	survey	NOUN
crl-15128	50	3	instrument	instrument	NOUN
crl-15128	50	4	this	this	DET
crl-15128	50	5	survey	survey	NOUN
crl-15128	50	6	is	be	AUX
crl-15128	50	7	based	base	VERB
crl-15128	50	8	on	on	ADP
crl-15128	50	9	the	the	DET
crl-15128	50	10	model	model	NOUN
crl-15128	50	11	servqual	servqual	PROPN
crl-15128	50	12	designed	design	VERB
crl-15128	50	13	by	by	ADP
crl-15128	50	14	berry	berry	NOUN
crl-15128	50	15	,	,	PUNCT
crl-15128	50	16	parasuraman	parasuraman	NOUN
crl-15128	50	17	,	,	PUNCT
crl-15128	50	18	and	and	CCONJ
crl-15128	50	19	zeithaml	zeithaml	PROPN
crl-15128	50	20	,	,	PUNCT
crl-15128	50	21	a	a	DET
crl-15128	50	22	multiple	multiple	ADJ
crl-15128	50	23	-	-	PUNCT
crl-15128	50	24	item	item	NOUN
crl-15128	50	25	scale	scale	NOUN
crl-15128	50	26	used	use	VERB
crl-15128	50	27	to	to	PART
crl-15128	50	28	measure	measure	VERB
crl-15128	50	29	customer	customer	NOUN
crl-15128	50	30	expectations	expectation	NOUN
crl-15128	50	31	and	and	CCONJ
crl-15128	50	32	perceptions	perception	NOUN
crl-15128	50	33	of	of	ADP
crl-15128	50	34	service	service	NOUN
crl-15128	50	35	quality.10	quality.10	ADP
crl-15128	50	36	the	the	DET
crl-15128	50	37	survey	survey	NOUN
crl-15128	50	38	is	be	AUX
crl-15128	50	39	divided	divide	VERB
crl-15128	50	40	into	into	ADP
crl-15128	50	41	two	two	NUM
crl-15128	50	42	parts	part	NOUN
crl-15128	50	43	.	.	PUNCT
crl-15128	51	1	part	part	NOUN
crl-15128	51	2	1	1	NUM
crl-15128	51	3	(	(	PUNCT
crl-15128	51	4	see	see	VERB
crl-15128	51	5	figure	figure	NOUN
crl-15128	51	6	1	1	NUM
crl-15128	51	7	for	for	ADP
crl-15128	51	8	a	a	DET
crl-15128	51	9	partial	partial	ADJ
crl-15128	51	10	sample	sample	NOUN
crl-15128	51	11	survey	survey	NOUN
crl-15128	51	12	)	)	PUNCT
crl-15128	51	13	contains	contain	VERB
crl-15128	51	14	three	three	NUM
crl-15128	51	15	sets	set	NOUN
crl-15128	51	16	of	of	ADP
crl-15128	51	17	twentytwo	twentytwo	NUM
crl-15128	51	18	questions	question	NOUN
crl-15128	51	19	each	each	PRON
crl-15128	51	20	,	,	PUNCT
crl-15128	51	21	where	where	SCONJ
crl-15128	51	22	a	a	DET
crl-15128	51	23	customer	customer	NOUN
crl-15128	51	24	indicates	indicate	VERB
crl-15128	51	25	his	his	PRON
crl-15128	51	26	or	or	CCONJ
crl-15128	51	27	her	her	PRON
crl-15128	51	28	minimum	minimum	NOUN
crl-15128	51	29	,	,	PUNCT
crl-15128	51	30	perceived	perceive	VERB
crl-15128	51	31	,	,	PUNCT
crl-15128	51	32	and	and	CCONJ
crl-15128	51	33	desired	desire	VERB
crl-15128	51	34	service	service	NOUN
crl-15128	51	35	acceptance	acceptance	NOUN
crl-15128	51	36	levels	level	NOUN
crl-15128	51	37	on	on	ADP
crl-15128	51	38	a	a	DET
crl-15128	51	39	scale	scale	NOUN
crl-15128	51	40	ranging	range	VERB
crl-15128	51	41	from	from	ADP
crl-15128	51	42	a	a	DET
crl-15128	51	43	low	low	NOUN
crl-15128	51	44	of	of	ADP
crl-15128	51	45	1	1	NUM
crl-15128	51	46	to	to	ADP
crl-15128	51	47	a	a	DET
crl-15128	51	48	high	high	NOUN
crl-15128	51	49	of	of	ADP
crl-15128	51	50	9	9	NUM
crl-15128	51	51	.	.	PUNCT
crl-15128	52	1	the	the	DET
crl-15128	52	2	twenty	twenty	NUM
crl-15128	52	3	-	-	PUNCT
crl-15128	52	4	two	two	NUM
crl-15128	52	5	questions	question	NOUN
crl-15128	52	6	can	can	AUX
crl-15128	52	7	be	be	AUX
crl-15128	52	8	divided	divide	VERB
crl-15128	52	9	into	into	ADP
crl-15128	52	10	five	five	NUM
crl-15128	52	11	sets	set	NOUN
crl-15128	52	12	,	,	PUNCT
crl-15128	52	13	each	each	PRON
crl-15128	52	14	of	of	ADP
crl-15128	52	15	which	which	PRON
crl-15128	52	16	represents	represent	VERB
crl-15128	52	17	one	one	NUM
crl-15128	52	18	of	of	ADP
crl-15128	52	19	the	the	DET
crl-15128	52	20	five	five	NUM
crl-15128	52	21	dimensions	dimension	NOUN
crl-15128	52	22	of	of	ADP
crl-15128	52	23	quality	quality	NOUN
crl-15128	52	24	(	(	PUNCT
crl-15128	52	25	reliability	reliability	NOUN
crl-15128	52	26	,	,	PUNCT
crl-15128	52	27	responsiveness	responsiveness	NOUN
crl-15128	52	28	,	,	PUNCT
crl-15128	52	29	assurance	assurance	NOUN
crl-15128	52	30	,	,	PUNCT
crl-15128	52	31	empathy	empathy	NOUN
crl-15128	52	32	,	,	PUNCT
crl-15128	52	33	and	and	CCONJ
crl-15128	52	34	tangibles	tangible	NOUN
crl-15128	52	35	)	)	PUNCT
crl-15128	52	36	.	.	PUNCT
crl-15128	53	1	part	part	NOUN
crl-15128	53	2	2	2	NUM
crl-15128	53	3	(	(	PUNCT
crl-15128	53	4	see	see	VERB
crl-15128	53	5	figure	figure	NOUN
crl-15128	53	6	2	2	NUM
crl-15128	53	7	for	for	ADP
crl-15128	53	8	a	a	DET
crl-15128	53	9	partial	partial	ADJ
crl-15128	53	10	sample	sample	NOUN
crl-15128	53	11	survey	survey	NOUN
crl-15128	53	12	)	)	PUNCT
crl-15128	53	13	allows	allow	VERB
crl-15128	53	14	the	the	DET
crl-15128	53	15	customer	customer	NOUN
crl-15128	53	16	to	to	PART
crl-15128	53	17	give	give	VERB
crl-15128	53	18	an	an	DET
crl-15128	53	19	overall	overall	ADJ
crl-15128	53	20	rating	rating	NOUN
crl-15128	53	21	of	of	ADP
crl-15128	53	22	library	library	NOUN
crl-15128	53	23	service	service	NOUN
crl-15128	53	24	quality	quality	NOUN
crl-15128	53	25	and	and	CCONJ
crl-15128	53	26	to	to	PART
crl-15128	53	27	weigh	weigh	VERB
crl-15128	53	28	five	five	NUM
crl-15128	53	29	different	different	ADJ
crl-15128	53	30	dimensions	dimension	NOUN
crl-15128	53	31	of	of	ADP
crl-15128	53	32	quality	quality	NOUN
crl-15128	53	33	pertaining	pertain	VERB
crl-15128	53	34	to	to	ADP
crl-15128	53	35	services	service	NOUN
crl-15128	53	36	offered	offer	VERB
crl-15128	53	37	in	in	ADP
crl-15128	53	38	academic	academic	ADJ
crl-15128	53	39	libraries	library	NOUN
crl-15128	53	40	.	.	PUNCT
crl-15128	54	1	berry	berry	NOUN
crl-15128	54	2	,	,	PUNCT
crl-15128	54	3	parasur	parasur	NOUN
crl-15128	54	4	-	-	PUNCT
crl-15128	54	5	aman	aman	PROPN
crl-15128	54	6	,	,	PUNCT
crl-15128	54	7	and	and	CCONJ
crl-15128	54	8	zeithaml	zeithaml	PROPN
crl-15128	54	9	speak	speak	VERB
crl-15128	54	10	in	in	ADP
crl-15128	54	11	terms	term	NOUN
crl-15128	54	12	of	of	ADP
crl-15128	54	13	a	a	DET
crl-15128	54	14	zone	zone	NOUN
crl-15128	54	15	of	of	ADP
crl-15128	54	16	tolerance	tolerance	NOUN
crl-15128	54	17	,	,	PUNCT
crl-15128	54	18	which	which	PRON
crl-15128	54	19	is	be	AUX
crl-15128	54	20	the	the	DET
crl-15128	54	21	area	area	NOUN
crl-15128	54	22	between	between	ADP
crl-15128	54	23	the	the	DET
crl-15128	54	24	minimum	minimum	NOUN
crl-15128	54	25	and	and	CCONJ
crl-15128	54	26	desired	desire	VERB
crl-15128	54	27	acceptance	acceptance	NOUN
crl-15128	54	28	levels	level	NOUN
crl-15128	54	29	.	.	PUNCT
crl-15128	55	1	quality	quality	NOUN
crl-15128	55	2	is	be	AUX
crl-15128	55	3	measured	measure	VERB
crl-15128	55	4	by	by	ADP
crl-15128	55	5	determining	determine	VERB
crl-15128	55	6	where	where	SCONJ
crl-15128	55	7	perceived	perceive	VERB
crl-15128	55	8	performance	performance	NOUN
crl-15128	55	9	falls	fall	VERB
crl-15128	55	10	with	with	ADP
crl-15128	55	11	respect	respect	NOUN
crl-15128	55	12	to	to	ADP
crl-15128	55	13	the	the	DET
crl-15128	55	14	zone	zone	NOUN
crl-15128	55	15	of	of	ADP
crl-15128	55	16	tolerance	tolerance	NOUN
crl-15128	55	17	.	.	PUNCT
crl-15128	56	1	scores	score	NOUN
crl-15128	56	2	also	also	ADV
crl-15128	56	3	can	can	AUX
crl-15128	56	4	be	be	AUX
crl-15128	56	5	weighted	weight	VERB
crl-15128	56	6	to	to	PART
crl-15128	56	7	measure	measure	VERB
crl-15128	56	8	quality	quality	NOUN
crl-15128	56	9	with	with	ADP
crl-15128	56	10	respect	respect	NOUN
crl-15128	56	11	to	to	ADP
crl-15128	56	12	the	the	DET
crl-15128	56	13	dimension(s	dimension(s	NOUN
crl-15128	56	14	)	)	PUNCT
crl-15128	56	15	most	most	ADV
crl-15128	56	16	important	important	ADJ
crl-15128	56	17	to	to	ADP
crl-15128	56	18	the	the	DET
crl-15128	56	19	customer	customer	NOUN
crl-15128	56	20	.	.	PUNCT
crl-15128	57	1	the	the	DET
crl-15128	57	2	original	original	ADJ
crl-15128	57	3	servqual	servqual	ADJ
crl-15128	57	4	survey	survey	NOUN
crl-15128	57	5	questions	question	NOUN
crl-15128	57	6	were	be	AUX
crl-15128	57	7	slightly	slightly	ADV
crl-15128	57	8	modified	modify	VERB
crl-15128	57	9	to	to	PART
crl-15128	57	10	be	be	AUX
crl-15128	57	11	more	more	ADV
crl-15128	57	12	specific	specific	ADJ
crl-15128	57	13	to	to	ADP
crl-15128	57	14	the	the	DET
crl-15128	57	15	library	library	NOUN
crl-15128	57	16	.	.	PUNCT
crl-15128	58	1	they	they	PRON
crl-15128	58	2	were	be	AUX
crl-15128	58	3	listed	list	VERB
crl-15128	58	4	randomly	randomly	ADV
crl-15128	58	5	so	so	SCONJ
crl-15128	58	6	that	that	SCONJ
crl-15128	58	7	sets	set	NOUN
crl-15128	58	8	of	of	ADP
crl-15128	58	9	dimensional	dimensional	ADJ
crl-15128	58	10	questions	question	NOUN
crl-15128	58	11	were	be	AUX
crl-15128	58	12	not	not	PART
crl-15128	58	13	all	all	PRON
crl-15128	58	14	grouped	group	VERB
crl-15128	58	15	together	together	ADV
crl-15128	58	16	.	.	PUNCT
crl-15128	59	1	this	this	PRON
crl-15128	59	2	was	be	AUX
crl-15128	59	3	done	do	VERB
crl-15128	59	4	to	to	PART
crl-15128	59	5	eliminate	eliminate	VERB
crl-15128	59	6	any	any	DET
crl-15128	59	7	biases	bias	NOUN
crl-15128	59	8	a	a	DET
crl-15128	59	9	respondent	respondent	NOUN
crl-15128	59	10	may	may	AUX
crl-15128	59	11	have	have	AUX
crl-15128	59	12	had	have	VERB
crl-15128	59	13	with	with	ADP
crl-15128	59	14	respect	respect	NOUN
crl-15128	59	15	to	to	ADP
crl-15128	59	16	a	a	DET
crl-15128	59	17	particular	particular	ADJ
crl-15128	59	18	dimension	dimension	NOUN
crl-15128	59	19	.	.	PUNCT
crl-15128	60	1	to	to	PART
crl-15128	60	2	ensure	ensure	VERB
crl-15128	60	3	validity	validity	NOUN
crl-15128	60	4	of	of	ADP
crl-15128	60	5	the	the	DET
crl-15128	60	6	survey	survey	NOUN
crl-15128	60	7	instrument	instrument	NOUN
crl-15128	60	8	,	,	PUNCT
crl-15128	60	9	berry	berry	NOUN
crl-15128	60	10	,	,	PUNCT
crl-15128	60	11	parasuraman	parasuraman	NOUN
crl-15128	60	12	,	,	PUNCT
crl-15128	60	13	and	and	CCONJ
crl-15128	60	14	zeithaml	zeithaml	PROPN
crl-15128	60	15	derived	derive	VERB
crl-15128	60	16	the	the	DET
crl-15128	60	17	five	five	NUM
crl-15128	60	18	dimensions	dimension	NOUN
crl-15128	60	19	from	from	ADP
crl-15128	60	20	a	a	DET
crl-15128	60	21	systematic	systematic	ADJ
crl-15128	60	22	analysis	analysis	NOUN
crl-15128	60	23	of	of	ADP
crl-15128	60	24	customer	customer	NOUN
crl-15128	60	25	ratings	rating	NOUN
crl-15128	60	26	from	from	ADP
crl-15128	60	27	hundreds	hundred	NOUN
crl-15128	60	28	of	of	ADP
crl-15128	60	29	interviews	interview	NOUN
crl-15128	60	30	in	in	ADP
crl-15128	60	31	several	several	ADJ
crl-15128	60	32	service	service	NOUN
crl-15128	60	33	sectors	sector	NOUN
crl-15128	60	34	.	.	PUNCT
crl-15128	61	1	servqual	servqual	PROPN
crl-15128	61	2	also	also	ADV
crl-15128	61	3	was	be	AUX
crl-15128	61	4	tested	test	VERB
crl-15128	61	5	in	in	ADP
crl-15128	61	6	five	five	NUM
crl-15128	61	7	different	different	ADJ
crl-15128	61	8	service	service	NOUN
crl-15128	61	9	sectors	sector	NOUN
crl-15128	61	10	:	:	PUNCT
crl-15128	61	11	product	product	NOUN
crl-15128	61	12	repair	repair	NOUN
crl-15128	61	13	and	and	CCONJ
crl-15128	61	14	maintenance	maintenance	NOUN
crl-15128	61	15	,	,	PUNCT
crl-15128	61	16	retail	retail	ADJ
crl-15128	61	17	banking	banking	NOUN
crl-15128	61	18	,	,	PUNCT
crl-15128	61	19	long	long	ADJ
crl-15128	61	20	-	-	PUNCT
crl-15128	61	21	distance	distance	NOUN
crl-15128	61	22	telephone	telephone	NOUN
crl-15128	61	23	,	,	PUNCT
crl-15128	61	24	securities	security	NOUN
crl-15128	61	25	brokerage	brokerage	NOUN
crl-15128	61	26	,	,	PUNCT
crl-15128	61	27	and	and	CCONJ
crl-15128	61	28	credit	credit	NOUN
crl-15128	61	29	cards	card	NOUN
crl-15128	61	30	.	.	PUNCT
crl-15128	62	1	the	the	DET
crl-15128	62	2	dimensions	dimension	NOUN
crl-15128	62	3	were	be	AUX
crl-15128	62	4	determined	determine	VERB
crl-15128	62	5	to	to	PART
crl-15128	62	6	be	be	AUX
crl-15128	62	7	a	a	DET
crl-15128	62	8	concise	concise	ADJ
crl-15128	62	9	depiction	depiction	NOUN
crl-15128	62	10	of	of	ADP
crl-15128	62	11	the	the	DET
crl-15128	62	12	core	core	NOUN
crl-15128	62	13	criteria	criterion	NOUN
crl-15128	62	14	that	that	SCONJ
crl-15128	62	15	customers	customer	NOUN
crl-15128	62	16	apply	apply	VERB
crl-15128	62	17	in	in	ADP
crl-15128	62	18	assessing	assess	VERB
crl-15128	62	19	service	service	NOUN
crl-15128	62	20	quality.11	quality.11	NOUN
crl-15128	62	21	to	to	PART
crl-15128	62	22	supplement	supplement	VERB
crl-15128	62	23	the	the	DET
crl-15128	62	24	raw	raw	ADJ
crl-15128	62	25	data	datum	NOUN
crl-15128	62	26	from	from	ADP
crl-15128	62	27	the	the	DET
crl-15128	62	28	survey	survey	NOUN
crl-15128	62	29	,	,	PUNCT
crl-15128	62	30	the	the	DET
crl-15128	62	31	authors	author	NOUN
crl-15128	62	32	posed	pose	VERB
crl-15128	62	33	the	the	DET
crl-15128	62	34	following	following	ADJ
crl-15128	62	35	question	question	NOUN
crl-15128	62	36	at	at	ADP
crl-15128	62	37	the	the	DET
crl-15128	62	38	end	end	NOUN
crl-15128	62	39	of	of	ADP
crl-15128	62	40	the	the	DET
crl-15128	62	41	survey	survey	NOUN
crl-15128	62	42	:	:	PUNCT
crl-15128	62	43	�	�	PROPN
crl-15128	62	44	if	if	SCONJ
crl-15128	62	45	you	you	PRON
crl-15128	62	46	could	could	AUX
crl-15128	62	47	say	say	VERB
crl-15128	62	48	anything	anything	PRON
crl-15128	62	49	to	to	ADP
crl-15128	62	50	the	the	DET
crl-15128	62	51	director	director	NOUN
crl-15128	62	52	of	of	ADP
crl-15128	62	53	evans	evans	PROPN
crl-15128	62	54	library	library	PROPN
crl-15128	62	55	,	,	PUNCT
crl-15128	62	56	what	what	PRON
crl-15128	62	57	would	would	AUX
crl-15128	62	58	it	it	PRON
crl-15128	62	59	be	be	AUX
crl-15128	62	60	?	?	PUNCT
crl-15128	62	61	�	�	VERB
crl-15128	62	62	by	by	ADP
crl-15128	62	63	soliciting	solicit	VERB
crl-15128	62	64	input	input	NOUN
crl-15128	62	65	in	in	ADP
crl-15128	62	66	this	this	DET
crl-15128	62	67	manner	manner	NOUN
crl-15128	62	68	,	,	PUNCT
crl-15128	62	69	the	the	DET
crl-15128	62	70	comments	comment	NOUN
crl-15128	62	71	provided	provide	VERB
crl-15128	62	72	explanations	explanation	NOUN
crl-15128	62	73	for	for	ADP
crl-15128	62	74	the	the	DET
crl-15128	62	75	survey	survey	NOUN
crl-15128	62	76	raw	raw	ADJ
crl-15128	62	77	data	datum	NOUN
crl-15128	62	78	.	.	PUNCT
crl-15128	63	1	data	datum	NOUN
crl-15128	63	2	collection	collection	NOUN
crl-15128	63	3	and	and	CCONJ
crl-15128	63	4	processing	process	VERB
crl-15128	63	5	a	a	DET
crl-15128	63	6	total	total	NOUN
crl-15128	63	7	of	of	ADP
crl-15128	63	8	525	525	NUM
crl-15128	63	9	surveys	survey	NOUN
crl-15128	63	10	was	be	AUX
crl-15128	63	11	sent	send	VERB
crl-15128	63	12	out	out	ADP
crl-15128	63	13	:	:	PUNCT
crl-15128	63	14	125	125	NUM
crl-15128	63	15	each	each	PRON
crl-15128	63	16	to	to	ADP
crl-15128	63	17	faculty	faculty	NOUN
crl-15128	63	18	,	,	PUNCT
crl-15128	63	19	staff	staff	NOUN
crl-15128	63	20	,	,	PUNCT
crl-15128	63	21	graduate	graduate	NOUN
crl-15128	63	22	,	,	PUNCT
crl-15128	63	23	and	and	CCONJ
crl-15128	63	24	undergraduate	undergraduate	ADJ
crl-15128	63	25	students	student	NOUN
crl-15128	63	26	;	;	PUNCT
crl-15128	63	27	and	and	CCONJ
crl-15128	63	28	25	25	NUM
crl-15128	63	29	to	to	PART
crl-15128	63	30	comtoward	comtoward	VERB
crl-15128	63	31	a	a	DET
crl-15128	63	32	tqm	tqm	ADJ
crl-15128	63	33	paradigm	paradigm	NOUN
crl-15128	63	34	241	241	NUM
crl-15128	63	35	figure	figure	VERB
crl-15128	63	36	2	2	NUM
crl-15128	63	37	evans	evans	PROPN
crl-15128	63	38	library	library	NOUN
crl-15128	63	39	customer	customer	NOUN
crl-15128	63	40	satisfaction	satisfaction	NOUN
crl-15128	63	41	survey	survey	NOUN
crl-15128	63	42	,	,	PUNCT
crl-15128	63	43	part	part	NOUN
crl-15128	63	44	2	2	NUM
crl-15128	63	45	1	1	NUM
crl-15128	63	46	.	.	PUNCT
crl-15128	64	1	how	how	SCONJ
crl-15128	64	2	would	would	AUX
crl-15128	64	3	you	you	PRON
crl-15128	64	4	rate	rate	VERB
crl-15128	64	5	the	the	DET
crl-15128	64	6	overall	overall	ADJ
crl-15128	64	7	quality	quality	NOUN
crl-15128	64	8	of	of	ADP
crl-15128	64	9	service	service	NOUN
crl-15128	64	10	provided	provide	VERB
crl-15128	64	11	by	by	ADP
crl-15128	64	12	evans	evans	PROPN
crl-15128	64	13	library	library	PROPN
crl-15128	64	14	?	?	PUNCT
crl-15128	65	1	(	(	PUNCT
crl-15128	65	2	circle	circle	VERB
crl-15128	65	3	one	one	NUM
crl-15128	65	4	number	number	NOUN
crl-15128	65	5	below	below	ADV
crl-15128	65	6	.	.	PUNCT
crl-15128	65	7	)	)	PUNCT
crl-15128	66	1	extremely	extremely	ADV
crl-15128	66	2	poor	poor	ADJ
crl-15128	66	3	extremely	extremely	ADV
crl-15128	66	4	good	good	ADJ
crl-15128	66	5	1	1	NUM
crl-15128	66	6	2	2	NUM
crl-15128	66	7	3	3	NUM
crl-15128	66	8	4	4	NUM
crl-15128	66	9	5	5	NUM
crl-15128	66	10	6	6	NUM
crl-15128	66	11	7	7	NUM
crl-15128	66	12	8	8	NUM
crl-15128	66	13	9	9	NUM
crl-15128	66	14	2	2	NUM
crl-15128	66	15	.	.	PUNCT
crl-15128	66	16	listed	list	VERB
crl-15128	66	17	below	below	ADV
crl-15128	66	18	are	be	AUX
crl-15128	66	19	five	five	NUM
crl-15128	66	20	general	general	ADJ
crl-15128	66	21	features	feature	NOUN
crl-15128	66	22	pertaining	pertain	VERB
crl-15128	66	23	to	to	ADP
crl-15128	66	24	academic	academic	ADJ
crl-15128	66	25	libraries	library	NOUN
crl-15128	66	26	and	and	CCONJ
crl-15128	66	27	the	the	DET
crl-15128	66	28	services	service	NOUN
crl-15128	66	29	they	they	PRON
crl-15128	66	30	offer	offer	VERB
crl-15128	66	31	.	.	PUNCT
crl-15128	67	1	we	we	PRON
crl-15128	67	2	would	would	AUX
crl-15128	67	3	like	like	VERB
crl-15128	67	4	to	to	PART
crl-15128	67	5	know	know	VERB
crl-15128	67	6	how	how	SCONJ
crl-15128	67	7	important	important	ADJ
crl-15128	67	8	each	each	PRON
crl-15128	67	9	of	of	ADP
crl-15128	67	10	these	these	DET
crl-15128	67	11	features	feature	NOUN
crl-15128	67	12	is	be	AUX
crl-15128	67	13	to	to	ADP
crl-15128	67	14	you	you	PRON
crl-15128	67	15	when	when	SCONJ
crl-15128	67	16	you	you	PRON
crl-15128	67	17	evaluate	evaluate	VERB
crl-15128	67	18	an	an	DET
crl-15128	67	19	academic	academic	ADJ
crl-15128	67	20	library	library	NOUN
crl-15128	67	21	’s	’s	PART
crl-15128	67	22	quality	quality	NOUN
crl-15128	67	23	of	of	ADP
crl-15128	67	24	service	service	NOUN
crl-15128	67	25	.	.	PUNCT
crl-15128	68	1	please	please	INTJ
crl-15128	68	2	allocate	allocate	VERB
crl-15128	68	3	a	a	DET
crl-15128	68	4	total	total	NOUN
crl-15128	68	5	of	of	ADP
crl-15128	68	6	100	100	NUM
crl-15128	68	7	points	point	NOUN
crl-15128	68	8	among	among	ADP
crl-15128	68	9	the	the	DET
crl-15128	68	10	five	five	NUM
crl-15128	68	11	features	feature	NOUN
crl-15128	68	12	according	accord	VERB
crl-15128	68	13	to	to	ADP
crl-15128	68	14	how	how	SCONJ
crl-15128	68	15	important	important	ADJ
crl-15128	68	16	each	each	DET
crl-15128	68	17	feature	feature	NOUN
crl-15128	68	18	is	be	AUX
crl-15128	68	19	to	to	ADP
crl-15128	68	20	you	you	PRON
crl-15128	68	21	—	—	PUNCT
crl-15128	68	22	the	the	PRON
crl-15128	68	23	more	more	ADV
crl-15128	68	24	important	important	ADJ
crl-15128	68	25	a	a	DET
crl-15128	68	26	feature	feature	NOUN
crl-15128	68	27	is	be	AUX
crl-15128	68	28	to	to	ADP
crl-15128	68	29	you	you	PRON
crl-15128	68	30	,	,	PUNCT
crl-15128	68	31	the	the	DET
crl-15128	68	32	more	more	ADJ
crl-15128	68	33	points	point	NOUN
crl-15128	68	34	you	you	PRON
crl-15128	68	35	should	should	AUX
crl-15128	68	36	give	give	VERB
crl-15128	68	37	it	it	PRON
crl-15128	68	38	.	.	PUNCT
crl-15128	69	1	please	please	INTJ
crl-15128	69	2	be	be	AUX
crl-15128	69	3	sure	sure	ADJ
crl-15128	69	4	the	the	DET
crl-15128	69	5	points	point	NOUN
crl-15128	69	6	you	you	PRON
crl-15128	69	7	give	give	VERB
crl-15128	69	8	add	add	VERB
crl-15128	69	9	up	up	ADP
crl-15128	69	10	to	to	PART
crl-15128	69	11	100	100	NUM
crl-15128	69	12	.	.	PUNCT
crl-15128	70	1	1	1	X
crl-15128	70	2	.	.	PUNCT
crl-15128	71	1	the	the	DET
crl-15128	71	2	appearance	appearance	NOUN
crl-15128	71	3	of	of	ADP
crl-15128	71	4	the	the	DET
crl-15128	71	5	library	library	NOUN
crl-15128	71	6	’s	’s	PART
crl-15128	71	7	physical	physical	ADJ
crl-15128	71	8	facilities	facility	NOUN
crl-15128	71	9	,	,	PUNCT
crl-15128	71	10	equipment	equipment	NOUN
crl-15128	71	11	,	,	PUNCT
crl-15128	71	12	points	point	NOUN
crl-15128	71	13	personnel	personnel	NOUN
crl-15128	71	14	,	,	PUNCT
crl-15128	71	15	and	and	CCONJ
crl-15128	71	16	communications	communication	NOUN
crl-15128	71	17	materials	material	NOUN
crl-15128	71	18	.	.	PUNCT
crl-15128	72	1	2	2	X
crl-15128	72	2	.	.	X
crl-15128	72	3	the	the	DET
crl-15128	72	4	library	library	NOUN
crl-15128	72	5	’s	’s	PART
crl-15128	72	6	ability	ability	NOUN
crl-15128	72	7	to	to	PART
crl-15128	72	8	perform	perform	VERB
crl-15128	72	9	the	the	DET
crl-15128	72	10	promised	promise	VERB
crl-15128	72	11	services	service	NOUN
crl-15128	72	12	dependably	dependably	ADV
crl-15128	72	13	points	point	VERB
crl-15128	72	14	and	and	CCONJ
crl-15128	72	15	accurately	accurately	ADV
crl-15128	72	16	.	.	PUNCT
crl-15128	73	1	3	3	X
crl-15128	73	2	.	.	X
crl-15128	73	3	the	the	DET
crl-15128	73	4	library	library	NOUN
crl-15128	73	5	’s	’s	PART
crl-15128	73	6	willingness	willingness	NOUN
crl-15128	73	7	to	to	PART
crl-15128	73	8	help	help	VERB
crl-15128	73	9	customers	customer	NOUN
crl-15128	73	10	and	and	CCONJ
crl-15128	73	11	provide	provide	VERB
crl-15128	73	12	prompt	prompt	ADJ
crl-15128	73	13	points	point	NOUN
crl-15128	73	14	service	service	NOUN
crl-15128	73	15	.	.	PUNCT
crl-15128	74	1	4	4	X
crl-15128	74	2	.	.	X
crl-15128	74	3	the	the	DET
crl-15128	74	4	knowledge	knowledge	NOUN
crl-15128	74	5	and	and	CCONJ
crl-15128	74	6	courtesy	courtesy	NOUN
crl-15128	74	7	of	of	ADP
crl-15128	74	8	the	the	DET
crl-15128	74	9	library	library	NOUN
crl-15128	74	10	’s	’s	PART
crl-15128	74	11	employees	employee	NOUN
crl-15128	74	12	and	and	CCONJ
crl-15128	74	13	their	their	PRON
crl-15128	74	14	points	point	NOUN
crl-15128	74	15	ability	ability	NOUN
crl-15128	74	16	to	to	PART
crl-15128	74	17	convey	convey	VERB
crl-15128	74	18	trust	trust	NOUN
crl-15128	74	19	and	and	CCONJ
crl-15128	74	20	confidence	confidence	NOUN
crl-15128	74	21	.	.	PUNCT
crl-15128	75	1	5	5	X
crl-15128	75	2	.	.	X
crl-15128	75	3	the	the	DET
crl-15128	75	4	caring	caring	ADJ
crl-15128	75	5	,	,	PUNCT
crl-15128	75	6	individualized	individualized	ADJ
crl-15128	75	7	attention	attention	NOUN
crl-15128	75	8	the	the	DET
crl-15128	75	9	library	library	NOUN
crl-15128	75	10	provides	provide	VERB
crl-15128	75	11	its	its	PRON
crl-15128	75	12	customers	customer	NOUN
crl-15128	75	13	.	.	PUNCT
crl-15128	76	1	points	point	NOUN
crl-15128	76	2	total	total	ADJ
crl-15128	76	3	points	point	NOUN
crl-15128	76	4	allocated	allocate	VERB
crl-15128	76	5	100	100	NUM
crl-15128	76	6	points	point	NOUN
crl-15128	76	7	munity	munity	NOUN
crl-15128	76	8	users	user	NOUN
crl-15128	76	9	.	.	PUNCT
crl-15128	77	1	surveys	survey	NOUN
crl-15128	77	2	sent	send	VERB
crl-15128	77	3	to	to	ADP
crl-15128	77	4	faculty	faculty	NOUN
crl-15128	77	5	and	and	CCONJ
crl-15128	77	6	students	student	NOUN
crl-15128	77	7	were	be	AUX
crl-15128	77	8	distributed	distribute	VERB
crl-15128	77	9	in	in	ADP
crl-15128	77	10	proportion	proportion	NOUN
crl-15128	77	11	to	to	ADP
crl-15128	77	12	the	the	DET
crl-15128	77	13	size	size	NOUN
crl-15128	77	14	of	of	ADP
crl-15128	77	15	the	the	DET
crl-15128	77	16	respective	respective	ADJ
crl-15128	77	17	school	school	NOUN
crl-15128	77	18	(	(	PUNCT
crl-15128	77	19	i.e.	i.e.	X
crl-15128	77	20	,	,	PUNCT
crl-15128	77	21	engineering	engineering	NOUN
crl-15128	77	22	,	,	PUNCT
crl-15128	77	23	architecture	architecture	NOUN
crl-15128	77	24	,	,	PUNCT
crl-15128	77	25	etc	etc	X
crl-15128	77	26	.	.	X
crl-15128	77	27	)	)	PUNCT
crl-15128	77	28	.	.	PUNCT
crl-15128	78	1	names	name	NOUN
crl-15128	78	2	of	of	ADP
crl-15128	78	3	survey	survey	NOUN
crl-15128	78	4	recipients	recipient	NOUN
crl-15128	78	5	were	be	AUX
crl-15128	78	6	randomly	randomly	ADV
crl-15128	78	7	generated	generate	VERB
crl-15128	78	8	by	by	ADP
crl-15128	78	9	computer	computer	NOUN
crl-15128	78	10	databases	database	NOUN
crl-15128	78	11	.	.	PUNCT
crl-15128	79	1	the	the	DET
crl-15128	79	2	above	above	ADJ
crl-15128	79	3	steps	step	NOUN
crl-15128	79	4	were	be	AUX
crl-15128	79	5	taken	take	VERB
crl-15128	79	6	to	to	PART
crl-15128	79	7	ensure	ensure	VERB
crl-15128	79	8	reliability	reliability	NOUN
crl-15128	79	9	of	of	ADP
crl-15128	79	10	the	the	DET
crl-15128	79	11	survey	survey	NOUN
crl-15128	79	12	results	result	VERB
crl-15128	79	13	.	.	PUNCT
crl-15128	80	1	to	to	PART
crl-15128	80	2	encourage	encourage	VERB
crl-15128	80	3	selected	select	VERB
crl-15128	80	4	participants	participant	NOUN
crl-15128	80	5	to	to	PART
crl-15128	80	6	respond	respond	VERB
crl-15128	80	7	,	,	PUNCT
crl-15128	80	8	the	the	DET
crl-15128	80	9	authors	author	NOUN
crl-15128	80	10	offered	offer	VERB
crl-15128	80	11	them	they	PRON
crl-15128	80	12	small	small	ADJ
crl-15128	80	13	tokens	token	NOUN
crl-15128	80	14	of	of	ADP
crl-15128	80	15	appreciation	appreciation	NOUN
crl-15128	80	16	and	and	CCONJ
crl-15128	80	17	the	the	DET
crl-15128	80	18	option	option	NOUN
crl-15128	80	19	to	to	PART
crl-15128	80	20	receive	receive	VERB
crl-15128	80	21	the	the	DET
crl-15128	80	22	results	result	NOUN
crl-15128	80	23	of	of	ADP
crl-15128	80	24	the	the	DET
crl-15128	80	25	survey	survey	NOUN
crl-15128	80	26	if	if	SCONJ
crl-15128	80	27	they	they	PRON
crl-15128	80	28	so	so	ADV
crl-15128	80	29	desired	desire	VERB
crl-15128	80	30	.	.	PUNCT
crl-15128	81	1	the	the	DET
crl-15128	81	2	responses	response	NOUN
crl-15128	81	3	from	from	ADP
crl-15128	81	4	each	each	DET
crl-15128	81	5	survey	survey	NOUN
crl-15128	81	6	were	be	AUX
crl-15128	81	7	manually	manually	ADV
crl-15128	81	8	entered	enter	VERB
crl-15128	81	9	into	into	ADP
crl-15128	81	10	a	a	DET
crl-15128	81	11	computerized	computerized	ADJ
crl-15128	81	12	file	file	NOUN
crl-15128	81	13	manager	manager	NOUN
crl-15128	81	14	.	.	PUNCT
crl-15128	82	1	a	a	DET
crl-15128	82	2	printout	printout	NOUN
crl-15128	82	3	was	be	AUX
crl-15128	82	4	made	make	VERB
crl-15128	82	5	of	of	ADP
crl-15128	82	6	the	the	DET
crl-15128	82	7	raw	raw	ADJ
crl-15128	82	8	data	datum	NOUN
crl-15128	82	9	so	so	SCONJ
crl-15128	82	10	that	that	SCONJ
crl-15128	82	11	the	the	DET
crl-15128	82	12	authors	author	NOUN
crl-15128	82	13	could	could	AUX
crl-15128	82	14	more	more	ADV
crl-15128	82	15	easily	easily	ADV
crl-15128	82	16	double	double	ADJ
crl-15128	82	17	-	-	PUNCT
crl-15128	82	18	check	check	NOUN
crl-15128	82	19	entries	entry	NOUN
crl-15128	82	20	for	for	ADP
crl-15128	82	21	any	any	DET
crl-15128	82	22	errors	error	NOUN
crl-15128	82	23	.	.	PUNCT
crl-15128	83	1	once	once	SCONJ
crl-15128	83	2	the	the	DET
crl-15128	83	3	data	datum	NOUN
crl-15128	83	4	had	have	AUX
crl-15128	83	5	been	be	AUX
crl-15128	83	6	double	double	ADV
crl-15128	83	7	-	-	PUNCT
crl-15128	83	8	checked	check	VERB
crl-15128	83	9	,	,	PUNCT
crl-15128	83	10	they	they	PRON
crl-15128	83	11	were	be	AUX
crl-15128	83	12	imported	import	VERB
crl-15128	83	13	into	into	ADP
crl-15128	83	14	spreadsheet	spreadsheet	NOUN
crl-15128	83	15	software	software	NOUN
crl-15128	83	16	for	for	ADP
crl-15128	83	17	the	the	DET
crl-15128	83	18	purpose	purpose	NOUN
crl-15128	83	19	of	of	ADP
crl-15128	83	20	plotting	plot	VERB
crl-15128	83	21	graphs	graph	NOUN
crl-15128	83	22	.	.	PUNCT
crl-15128	84	1	it	it	PRON
crl-15128	84	2	should	should	AUX
crl-15128	84	3	be	be	AUX
crl-15128	84	4	noted	note	VERB
crl-15128	84	5	that	that	SCONJ
crl-15128	84	6	some	some	PRON
crl-15128	84	7	of	of	ADP
crl-15128	84	8	the	the	DET
crl-15128	84	9	survey	survey	NOUN
crl-15128	84	10	participants	participant	NOUN
crl-15128	84	11	had	have	AUX
crl-15128	84	12	never	never	ADV
crl-15128	84	13	visited	visit	VERB
crl-15128	84	14	the	the	DET
crl-15128	84	15	library	library	NOUN
crl-15128	84	16	before	before	ADV
crl-15128	84	17	.	.	PUNCT
crl-15128	85	1	on	on	ADP
crl-15128	85	2	the	the	DET
crl-15128	85	3	survey	survey	NOUN
crl-15128	85	4	,	,	PUNCT
crl-15128	85	5	they	they	PRON
crl-15128	85	6	were	be	AUX
crl-15128	85	7	asked	ask	VERB
crl-15128	85	8	to	to	PART
crl-15128	85	9	enter	enter	VERB
crl-15128	85	10	�	�	PROPN
crl-15128	85	11	no	no	DET
crl-15128	85	12	opinion	opinion	NOUN
crl-15128	85	13	�	�	PROPN
crl-15128	85	14	for	for	ADP
crl-15128	85	15	all	all	DET
crl-15128	85	16	responses	response	NOUN
crl-15128	85	17	where	where	SCONJ
crl-15128	85	18	they	they	PRON
crl-15128	85	19	had	have	VERB
crl-15128	85	20	no	no	DET
crl-15128	85	21	perception	perception	NOUN
crl-15128	85	22	of	of	ADP
crl-15128	85	23	service	service	NOUN
crl-15128	85	24	performance	performance	NOUN
crl-15128	85	25	.	.	PUNCT
crl-15128	86	1	any	any	DET
crl-15128	86	2	averages	average	NOUN
crl-15128	86	3	calculated	calculate	VERB
crl-15128	86	4	from	from	ADP
crl-15128	86	5	the	the	DET
crl-15128	86	6	data	datum	NOUN
crl-15128	86	7	were	be	AUX
crl-15128	86	8	based	base	VERB
crl-15128	86	9	on	on	ADP
crl-15128	86	10	the	the	DET
crl-15128	86	11	number	number	NOUN
crl-15128	86	12	of	of	ADP
crl-15128	86	13	responses	response	NOUN
crl-15128	86	14	to	to	ADP
crl-15128	86	15	a	a	DET
crl-15128	86	16	question	question	NOUN
crl-15128	86	17	.	.	PUNCT
crl-15128	87	1	there	there	PRON
crl-15128	87	2	was	be	VERB
crl-15128	87	3	no	no	DET
crl-15128	87	4	numerical	numerical	ADJ
crl-15128	87	5	value	value	NOUN
crl-15128	87	6	attached	attach	VERB
crl-15128	87	7	to	to	ADP
crl-15128	87	8	the	the	DET
crl-15128	87	9	�	�	PROPN
crl-15128	87	10	no	no	DET
crl-15128	87	11	opinion	opinion	NOUN
crl-15128	87	12	�	�	PROPN
crl-15128	87	13	response	response	NOUN
crl-15128	87	14	.	.	PUNCT
crl-15128	88	1	results	result	NOUN
crl-15128	88	2	are	be	AUX
crl-15128	88	3	analyzed	analyze	VERB
crl-15128	88	4	by	by	ADP
crl-15128	88	5	determining	determine	VERB
crl-15128	88	6	where	where	SCONJ
crl-15128	88	7	the	the	DET
crl-15128	88	8	perceived	perceive	VERB
crl-15128	88	9	data	data	NOUN
crl-15128	88	10	points	point	NOUN
crl-15128	88	11	fall	fall	VERB
crl-15128	88	12	with	with	ADP
crl-15128	88	13	respect	respect	NOUN
crl-15128	88	14	to	to	ADP
crl-15128	88	15	the	the	DET
crl-15128	88	16	zone	zone	NOUN
crl-15128	88	17	of	of	ADP
crl-15128	88	18	tolerance	tolerance	NOUN
crl-15128	88	19	.	.	PUNCT
crl-15128	89	1	any	any	DET
crl-15128	89	2	data	data	NOUN
crl-15128	89	3	points	point	NOUN
crl-15128	89	4	falling	fall	VERB
crl-15128	89	5	within	within	ADP
crl-15128	89	6	the	the	DET
crl-15128	89	7	zone	zone	NOUN
crl-15128	89	8	indicate	indicate	VERB
crl-15128	89	9	that	that	SCONJ
crl-15128	89	10	the	the	DET
crl-15128	89	11	customer	customer	NOUN
crl-15128	89	12	finds	find	VERB
crl-15128	89	13	the	the	DET
crl-15128	89	14	service	service	NOUN
crl-15128	89	15	tolerable	tolerable	ADJ
crl-15128	89	16	,	,	PUNCT
crl-15128	89	17	those	those	PRON
crl-15128	89	18	falling	fall	VERB
crl-15128	89	19	below	below	ADP
crl-15128	89	20	the	the	DET
crl-15128	89	21	zone	zone	NOUN
crl-15128	89	22	indicate	indicate	VERB
crl-15128	89	23	that	that	SCONJ
crl-15128	89	24	the	the	DET
crl-15128	89	25	customer	customer	NOUN
crl-15128	89	26	�	�	PROPN
crl-15128	89	27	s	s	PART
crl-15128	89	28	minim	minim	PROPN
crl-15128	89	29	u	u	NOUN
crl-15128	89	30	m	m	NOUN
crl-15128	89	31	acceptable	acceptable	ADJ
crl-15128	89	32	service	service	NOUN
crl-15128	89	33	requirements	requirement	NOUN
crl-15128	89	34	have	have	AUX
crl-15128	89	35	not	not	PART
crl-15128	89	36	been	be	AUX
crl-15128	89	37	met	meet	VERB
crl-15128	89	38	;	;	PUNCT
crl-15128	89	39	and	and	CCONJ
crl-15128	89	40	those	those	PRON
crl-15128	89	41	falling	fall	VERB
crl-15128	89	42	above	above	ADP
crl-15128	89	43	242	242	NUM
crl-15128	89	44	college	college	PROPN
crl-15128	89	45	&	&	CCONJ
crl-15128	89	46	research	research	PROPN
crl-15128	89	47	libraries	library	NOUN
crl-15128	89	48	may	may	AUX
crl-15128	89	49	1997	1997	NUM
crl-15128	89	50	the	the	DET
crl-15128	89	51	zone	zone	NOUN
crl-15128	89	52	indicate	indicate	VERB
crl-15128	89	53	that	that	SCONJ
crl-15128	89	54	the	the	DET
crl-15128	89	55	customer	customer	NOUN
crl-15128	89	56	�	�	NOUN
crl-15128	89	57	s	s	PART
crl-15128	89	58	desired	desire	VERB
crl-15128	89	59	service	service	NOUN
crl-15128	89	60	level	level	NOUN
crl-15128	89	61	has	have	AUX
crl-15128	89	62	been	be	AUX
crl-15128	89	63	exceeded.12	exceeded.12	VERB
crl-15128	89	64	each	each	PRON
crl-15128	89	65	of	of	ADP
crl-15128	89	66	the	the	DET
crl-15128	89	67	twenty	twenty	NUM
crl-15128	89	68	-	-	PUNCT
crl-15128	89	69	two	two	NUM
crl-15128	89	70	questions	question	NOUN
crl-15128	89	71	is	be	AUX
crl-15128	89	72	treated	treat	VERB
crl-15128	89	73	as	as	ADP
crl-15128	89	74	a	a	DET
crl-15128	89	75	separate	separate	ADJ
crl-15128	89	76	entity	entity	NOUN
crl-15128	89	77	and	and	CCONJ
crl-15128	89	78	has	have	VERB
crl-15128	89	79	its	its	PRON
crl-15128	89	80	own	own	ADJ
crl-15128	89	81	zone	zone	NOUN
crl-15128	89	82	of	of	ADP
crl-15128	89	83	tolerance	tolerance	NOUN
crl-15128	89	84	.	.	PUNCT
crl-15128	90	1	there	there	PRON
crl-15128	90	2	is	be	VERB
crl-15128	90	3	no	no	DET
crl-15128	90	4	set	set	ADJ
crl-15128	90	5	range	range	NOUN
crl-15128	90	6	for	for	ADP
crl-15128	90	7	the	the	DET
crl-15128	90	8	zone	zone	NOUN
crl-15128	90	9	of	of	ADP
crl-15128	90	10	tolerance	tolerance	NOUN
crl-15128	90	11	because	because	SCONJ
crl-15128	90	12	it	it	PRON
crl-15128	90	13	is	be	AUX
crl-15128	90	14	based	base	VERB
crl-15128	90	15	sole	sole	ADJ
crl-15128	90	16	-	-	PUNCT
crl-15128	90	17	ly	ly	NOUN
crl-15128	90	18	on	on	ADP
crl-15128	90	19	the	the	DET
crl-15128	90	20	customer	customer	NOUN
crl-15128	90	21	�	�	PROPN
crl-15128	90	22	s	s	PART
crl-15128	90	23	minimum	minimum	ADJ
crl-15128	90	24	acceptable	acceptable	ADJ
crl-15128	90	25	service	service	NOUN
crl-15128	90	26	level	level	NOUN
crl-15128	90	27	and	and	CCONJ
crl-15128	90	28	desired	desire	VERB
crl-15128	90	29	level	level	NOUN
crl-15128	90	30	of	of	ADP
crl-15128	90	31	performance	performance	NOUN
crl-15128	90	32	.	.	PUNCT
crl-15128	91	1	however	however	ADV
crl-15128	91	2	,	,	PUNCT
crl-15128	91	3	the	the	DET
crl-15128	91	4	goal	goal	NOUN
crl-15128	91	5	is	be	AUX
crl-15128	91	6	that	that	SCONJ
crl-15128	91	7	the	the	DET
crl-15128	91	8	perceived	perceive	VERB
crl-15128	91	9	scores	score	NOUN
crl-15128	91	10	will	will	AUX
crl-15128	91	11	either	either	CCONJ
crl-15128	91	12	equal	equal	ADJ
crl-15128	91	13	or	or	CCONJ
crl-15128	91	14	surpass	surpass	VERB
crl-15128	91	15	the	the	DET
crl-15128	91	16	minimum	minimum	ADJ
crl-15128	91	17	level	level	NOUN
crl-15128	91	18	of	of	ADP
crl-15128	91	19	performance	performance	NOUN
crl-15128	91	20	.	.	PUNCT
crl-15128	92	1	to	to	PART
crl-15128	92	2	better	well	ADV
crl-15128	92	3	illustrate	illustrate	VERB
crl-15128	92	4	the	the	DET
crl-15128	92	5	zone	zone	NOUN
crl-15128	92	6	of	of	ADP
crl-15128	92	7	tolerance	tolerance	NOUN
crl-15128	92	8	concept	concept	NOUN
crl-15128	92	9	,	,	PUNCT
crl-15128	92	10	the	the	DET
crl-15128	92	11	authors	author	NOUN
crl-15128	92	12	used	use	VERB
crl-15128	92	13	bar	bar	NOUN
crl-15128	92	14	graphs	graph	NOUN
crl-15128	92	15	.	.	PUNCT
crl-15128	93	1	(	(	PUNCT
crl-15128	93	2	graphs	graph	NOUN
crl-15128	93	3	are	be	AUX
crl-15128	93	4	explained	explain	VERB
crl-15128	93	5	in	in	ADP
crl-15128	93	6	greater	great	ADJ
crl-15128	93	7	detail	detail	NOUN
crl-15128	93	8	in	in	ADP
crl-15128	93	9	the	the	DET
crl-15128	93	10	section	section	NOUN
crl-15128	93	11	on	on	ADP
crl-15128	93	12	survey	survey	NOUN
crl-15128	93	13	results	result	NOUN
crl-15128	93	14	.	.	PUNCT
crl-15128	93	15	)	)	PUNCT
crl-15128	94	1	question	question	NOUN
crl-15128	94	2	numbers	number	NOUN
crl-15128	94	3	are	be	AUX
crl-15128	94	4	represented	represent	VERB
crl-15128	94	5	on	on	ADP
crl-15128	94	6	the	the	DET
crl-15128	94	7	x	x	NOUN
crl-15128	94	8	-	-	NOUN
crl-15128	94	9	axis	axis	ADJ
crl-15128	94	10	,	,	PUNCT
crl-15128	94	11	and	and	CCONJ
crl-15128	94	12	levels	level	NOUN
crl-15128	94	13	of	of	ADP
crl-15128	94	14	performance	performance	NOUN
crl-15128	94	15	(	(	PUNCT
crl-15128	94	16	minimum	minimum	NOUN
crl-15128	94	17	,	,	PUNCT
crl-15128	94	18	perceived	perceive	VERB
crl-15128	94	19	,	,	PUNCT
crl-15128	94	20	and	and	CCONJ
crl-15128	94	21	desired	desire	VERB
crl-15128	94	22	)	)	PUNCT
crl-15128	94	23	for	for	ADP
crl-15128	94	24	each	each	DET
crl-15128	94	25	series	serie	NOUN
crl-15128	94	26	are	be	AUX
crl-15128	94	27	graphed	graph	VERB
crl-15128	94	28	on	on	ADP
crl-15128	94	29	the	the	DET
crl-15128	94	30	y	y	NOUN
crl-15128	94	31	-	-	PUNCT
crl-15128	94	32	axis	axis	NOUN
crl-15128	94	33	.	.	PUNCT
crl-15128	95	1	calculations	calculation	NOUN
crl-15128	95	2	(	(	PUNCT
crl-15128	95	3	note	note	NOUN
crl-15128	95	4	:	:	PUNCT
crl-15128	95	5	instructions	instruction	NOUN
crl-15128	95	6	for	for	ADP
crl-15128	95	7	calculations	calculation	NOUN
crl-15128	95	8	are	be	AUX
crl-15128	95	9	attributed	attribute	VERB
crl-15128	95	10	to	to	ADP
crl-15128	95	11	zeithaml	zeithaml	PROPN
crl-15128	95	12	,	,	PUNCT
crl-15128	95	13	parasuraman	parasuraman	NOUN
crl-15128	95	14	,	,	PUNCT
crl-15128	95	15	and	and	CCONJ
crl-15128	95	16	berry.13	berry.13	NUM
crl-15128	95	17	)	)	PUNCT
crl-15128	95	18	unweighted	unweighte	VERB
crl-15128	95	19	servqual	servqual	ADJ
crl-15128	95	20	scores	score	NOUN
crl-15128	95	21	.	.	PUNCT
crl-15128	96	1	unweighted	unweighte	VERB
crl-15128	96	2	scores	score	NOUN
crl-15128	96	3	are	be	AUX
crl-15128	96	4	those	those	DET
crl-15128	96	5	scores	score	NOUN
crl-15128	96	6	calculated	calculate	VERB
crl-15128	96	7	without	without	ADP
crl-15128	96	8	taking	take	VERB
crl-15128	96	9	into	into	ADP
crl-15128	96	10	account	account	NOUN
crl-15128	96	11	the	the	DET
crl-15128	96	12	relative	relative	ADJ
crl-15128	96	13	importance	importance	NOUN
crl-15128	96	14	that	that	SCONJ
crl-15128	96	15	customers	customer	NOUN
crl-15128	96	16	attached	attach	VERB
crl-15128	96	17	to	to	ADP
crl-15128	96	18	a	a	DET
crl-15128	96	19	dimension	dimension	NOUN
crl-15128	96	20	.	.	PUNCT
crl-15128	97	1	they	they	PRON
crl-15128	97	2	are	be	AUX
crl-15128	97	3	calculated	calculate	VERB
crl-15128	97	4	by	by	ADP
crl-15128	97	5	averaging	average	VERB
crl-15128	97	6	customers	customer	NOUN
crl-15128	97	7	�	�	PROPN
crl-15128	97	8	servqual	servqual	ADJ
crl-15128	97	9	scores	score	NOUN
crl-15128	97	10	on	on	ADP
crl-15128	97	11	the	the	DET
crl-15128	97	12	statements	statement	NOUN
crl-15128	97	13	comprising	comprise	VERB
crl-15128	97	14	a	a	DET
crl-15128	97	15	dimension	dimension	NOUN
crl-15128	97	16	.	.	PUNCT
crl-15128	98	1	for	for	ADP
crl-15128	98	2	example	example	NOUN
crl-15128	98	3	,	,	PUNCT
crl-15128	98	4	if	if	SCONJ
crl-15128	98	5	n	n	NUM
crl-15128	98	6	customers	customer	NOUN
crl-15128	98	7	responded	respond	VERB
crl-15128	98	8	to	to	ADP
crl-15128	98	9	a	a	DET
crl-15128	98	10	servqual	servqual	ADJ
crl-15128	98	11	survey	survey	NOUN
crl-15128	98	12	,	,	PUNCT
crl-15128	98	13	the	the	DET
crl-15128	98	14	average	average	ADJ
crl-15128	98	15	servqual	servqual	ADJ
crl-15128	98	16	score	score	NOUN
crl-15128	98	17	along	along	ADP
crl-15128	98	18	each	each	DET
crl-15128	98	19	dimension	dimension	NOUN
crl-15128	98	20	is	be	AUX
crl-15128	98	21	obtained	obtain	VERB
crl-15128	98	22	by	by	ADP
crl-15128	98	23	following	follow	VERB
crl-15128	98	24	these	these	DET
crl-15128	98	25	steps	step	NOUN
crl-15128	98	26	:	:	PUNCT
crl-15128	98	27	1	1	X
crl-15128	98	28	.	.	X
crl-15128	98	29	for	for	ADP
crl-15128	98	30	each	each	DET
crl-15128	98	31	customer	customer	NOUN
crl-15128	98	32	,	,	PUNCT
crl-15128	98	33	add	add	VERB
crl-15128	98	34	the	the	DET
crl-15128	98	35	servqual	servqual	ADJ
crl-15128	98	36	scores	score	NOUN
crl-15128	98	37	on	on	ADP
crl-15128	98	38	the	the	DET
crl-15128	98	39	statements	statement	NOUN
crl-15128	98	40	pertaining	pertain	VERB
crl-15128	98	41	to	to	ADP
crl-15128	98	42	the	the	DET
crl-15128	98	43	dimension	dimension	NOUN
crl-15128	98	44	and	and	CCONJ
crl-15128	98	45	divide	divide	VERB
crl-15128	98	46	the	the	DET
crl-15128	98	47	sum	sum	NOUN
crl-15128	98	48	by	by	ADP
crl-15128	98	49	the	the	DET
crl-15128	98	50	number	number	NOUN
crl-15128	98	51	of	of	ADP
crl-15128	98	52	statements	statement	NOUN
crl-15128	98	53	making	make	VERB
crl-15128	98	54	up	up	ADP
crl-15128	98	55	the	the	DET
crl-15128	98	56	dimension	dimension	NOUN
crl-15128	98	57	.	.	PUNCT
crl-15128	99	1	table	table	NOUN
crl-15128	99	2	2	2	NUM
crl-15128	99	3	averages	average	NOUN
crl-15128	99	4	by	by	ADP
crl-15128	99	5	category	category	NOUN
crl-15128	99	6	surveys	survey	NOUN
crl-15128	99	7	average	average	ADJ
crl-15128	99	8	average	average	ADJ
crl-15128	99	9	average	average	NOUN
crl-15128	99	10	received	receive	VERB
crl-15128	99	11	minimum	minimum	NOUN
crl-15128	99	12	perceived	perceive	VERB
crl-15128	99	13	desired	desire	VERB
crl-15128	99	14	faculty	faculty	NOUN
crl-15128	99	15	35	35	NUM
crl-15128	99	16	6.3	6.3	NUM
crl-15128	99	17	6.3	6.3	NUM
crl-15128	99	18	8.0	8.0	NUM
crl-15128	99	19	staff	staff	NOUN
crl-15128	99	20	23	23	NUM
crl-15128	99	21	6.4	6.4	NUM
crl-15128	99	22	6.0	6.0	NUM
crl-15128	99	23	7.9	7.9	NUM
crl-15128	99	24	graduate	graduate	NOUN
crl-15128	99	25	64	64	NUM
crl-15128	99	26	6.3	6.3	NUM
crl-15128	99	27	6.2	6.2	NUM
crl-15128	99	28	8.0	8.0	NUM
crl-15128	99	29	undergrad	undergrad	NOUN
crl-15128	99	30	.	.	PUNCT
crl-15128	100	1	70	70	NUM
crl-15128	100	2	6.2	6.2	NUM
crl-15128	100	3	6.2	6.2	NUM
crl-15128	100	4	8.0	8.0	NUM
crl-15128	100	5	community	community	NOUN
crl-15128	100	6	6	6	NUM
crl-15128	100	7	5.5	5.5	NUM
crl-15128	100	8	7.3	7.3	NUM
crl-15128	100	9	8.2	8.2	NUM
crl-15128	100	10	total	total	NOUN
crl-15128	100	11	/	/	SYM
crl-15128	100	12	avg	avg	NOUN
crl-15128	100	13	.	.	PROPN
crl-15128	100	14	198	198	NUM
crl-15128	100	15	6.1	6.1	NUM
crl-15128	100	16	6.4	6.4	NUM
crl-15128	100	17	8.0	8.0	NUM
crl-15128	100	18	2	2	NUM
crl-15128	100	19	.	.	PUNCT
crl-15128	100	20	add	add	VERB
crl-15128	100	21	the	the	DET
crl-15128	100	22	quantity	quantity	NOUN
crl-15128	100	23	obtained	obtain	VERB
crl-15128	100	24	in	in	ADP
crl-15128	100	25	step	step	NOUN
crl-15128	100	26	one	one	NUM
crl-15128	100	27	across	across	ADP
crl-15128	100	28	all	all	PRON
crl-15128	100	29	n	n	PRON
crl-15128	100	30	customers	customer	NOUN
crl-15128	100	31	and	and	CCONJ
crl-15128	100	32	divide	divide	VERB
crl-15128	100	33	the	the	DET
crl-15128	100	34	total	total	NOUN
crl-15128	100	35	by	by	ADP
crl-15128	100	36	n.	n.	NOUN
crl-15128	100	37	to	to	PART
crl-15128	100	38	obtain	obtain	VERB
crl-15128	100	39	an	an	DET
crl-15128	100	40	overall	overall	ADJ
crl-15128	100	41	average	average	NOUN
crl-15128	100	42	of	of	ADP
crl-15128	100	43	service	service	NOUN
crl-15128	100	44	quality	quality	NOUN
crl-15128	100	45	,	,	PUNCT
crl-15128	100	46	average	average	VERB
crl-15128	100	47	the	the	DET
crl-15128	100	48	servqual	servqual	ADJ
crl-15128	100	49	scores	score	NOUN
crl-15128	100	50	over	over	ADP
crl-15128	100	51	the	the	DET
crl-15128	100	52	five	five	NUM
crl-15128	100	53	dimensions	dimension	NOUN
crl-15128	100	54	(	(	PUNCT
crl-15128	100	55	i.e.	i.e.	X
crl-15128	100	56	,	,	PUNCT
crl-15128	100	57	summed	sum	VERB
crl-15128	100	58	and	and	CCONJ
crl-15128	100	59	divided	divide	VERB
crl-15128	100	60	by	by	ADP
crl-15128	100	61	five	five	NUM
crl-15128	100	62	)	)	PUNCT
crl-15128	100	63	.	.	PUNCT
crl-15128	101	1	weighted	weight	VERB
crl-15128	101	2	servqual	servqual	ADJ
crl-15128	101	3	scores	score	NOUN
crl-15128	101	4	.	.	PUNCT
crl-15128	102	1	weighted	weight	VERB
crl-15128	102	2	scores	score	NOUN
crl-15128	102	3	take	take	VERB
crl-15128	102	4	into	into	ADP
crl-15128	102	5	account	account	NOUN
crl-15128	102	6	the	the	DET
crl-15128	102	7	relative	relative	ADJ
crl-15128	102	8	importance	importance	NOUN
crl-15128	102	9	of	of	ADP
crl-15128	102	10	the	the	DET
crl-15128	102	11	dimensions	dimension	NOUN
crl-15128	102	12	.	.	PUNCT
crl-15128	103	1	the	the	DET
crl-15128	103	2	following	follow	VERB
crl-15128	103	3	steps	step	NOUN
crl-15128	103	4	were	be	AUX
crl-15128	103	5	taken	take	VERB
crl-15128	103	6	to	to	PART
crl-15128	103	7	calculate	calculate	VERB
crl-15128	103	8	the	the	DET
crl-15128	103	9	weighted	weight	VERB
crl-15128	103	10	scores	score	NOUN
crl-15128	103	11	:	:	PUNCT
crl-15128	103	12	1	1	X
crl-15128	103	13	.	.	X
crl-15128	103	14	for	for	ADP
crl-15128	103	15	each	each	DET
crl-15128	103	16	customer	customer	NOUN
crl-15128	103	17	,	,	PUNCT
crl-15128	103	18	add	add	VERB
crl-15128	103	19	the	the	DET
crl-15128	103	20	servqual	servqual	ADJ
crl-15128	103	21	scores	score	NOUN
crl-15128	103	22	on	on	ADP
crl-15128	103	23	the	the	DET
crl-15128	103	24	statements	statement	NOUN
crl-15128	103	25	pertaining	pertain	VERB
crl-15128	103	26	to	to	ADP
crl-15128	103	27	the	the	DET
crl-15128	103	28	dimension	dimension	NOUN
crl-15128	103	29	and	and	CCONJ
crl-15128	103	30	divide	divide	VERB
crl-15128	103	31	the	the	DET
crl-15128	103	32	sum	sum	NOUN
crl-15128	103	33	by	by	ADP
crl-15128	103	34	the	the	DET
crl-15128	103	35	number	number	NOUN
crl-15128	103	36	of	of	ADP
crl-15128	103	37	statements	statement	NOUN
crl-15128	103	38	making	make	VERB
crl-15128	103	39	up	up	ADP
crl-15128	103	40	the	the	DET
crl-15128	103	41	dimension	dimension	NOUN
crl-15128	103	42	.	.	PUNCT
crl-15128	104	1	2	2	X
crl-15128	104	2	.	.	X
crl-15128	104	3	for	for	ADP
crl-15128	104	4	each	each	DET
crl-15128	104	5	customer	customer	NOUN
crl-15128	104	6	,	,	PUNCT
crl-15128	104	7	multiply	multiply	VERB
crl-15128	104	8	the	the	DET
crl-15128	104	9	servqual	servqual	ADJ
crl-15128	104	10	score	score	NOUN
crl-15128	104	11	for	for	ADP
crl-15128	104	12	each	each	DET
crl-15128	104	13	dimension	dimension	NOUN
crl-15128	104	14	(	(	PUNCT
crl-15128	104	15	obtained	obtain	VERB
crl-15128	104	16	in	in	ADP
crl-15128	104	17	step	step	NOUN
crl-15128	104	18	one	one	NUM
crl-15128	104	19	)	)	PUNCT
crl-15128	104	20	by	by	ADP
crl-15128	104	21	the	the	DET
crl-15128	104	22	importance	importance	NOUN
crl-15128	104	23	weight	weight	NOUN
crl-15128	104	24	assigned	assign	VERB
crl-15128	104	25	by	by	ADP
crl-15128	104	26	the	the	DET
crl-15128	104	27	customer	customer	NOUN
crl-15128	104	28	to	to	ADP
crl-15128	104	29	that	that	DET
crl-15128	104	30	dimension	dimension	NOUN
crl-15128	104	31	.	.	PUNCT
crl-15128	105	1	the	the	DET
crl-15128	105	2	importance	importance	NOUN
crl-15128	105	3	weight	weight	NOUN
crl-15128	105	4	is	be	AUX
crl-15128	105	5	the	the	DET
crl-15128	105	6	points	point	NOUN
crl-15128	105	7	the	the	DET
crl-15128	105	8	customer	customer	NOUN
crl-15128	105	9	allocated	allocate	VERB
crl-15128	105	10	to	to	ADP
crl-15128	105	11	the	the	DET
crl-15128	105	12	dimension	dimension	NOUN
crl-15128	105	13	divided	divide	VERB
crl-15128	105	14	by	by	ADP
crl-15128	105	15	100	100	NUM
crl-15128	105	16	.	.	PUNCT
crl-15128	106	1	3	3	X
crl-15128	106	2	.	.	X
crl-15128	106	3	for	for	ADP
crl-15128	106	4	each	each	DET
crl-15128	106	5	customer	customer	NOUN
crl-15128	106	6	,	,	PUNCT
crl-15128	106	7	add	add	VERB
crl-15128	106	8	the	the	DET
crl-15128	106	9	weighted	weight	VERB
crl-15128	106	10	servqual	servqual	ADJ
crl-15128	106	11	scores	score	NOUN
crl-15128	106	12	(	(	PUNCT
crl-15128	106	13	obtained	obtain	VERB
crl-15128	106	14	in	in	ADP
crl-15128	106	15	step	step	NOUN
crl-15128	106	16	two	two	NUM
crl-15128	106	17	)	)	PUNCT
crl-15128	106	18	across	across	ADP
crl-15128	106	19	all	all	DET
crl-15128	106	20	five	five	NUM
crl-15128	106	21	d	d	NOUN
crl-15128	106	22	i	i	PRON
crl-15128	106	23	mensions	mension	VERB
crl-15128	106	24	to	to	PART
crl-15128	106	25	obtain	obtain	VERB
crl-15128	106	26	a	a	DET
crl-15128	106	27	combined	combine	VERB
crl-15128	106	28	servqual	servqual	ADJ
crl-15128	106	29	score	score	NOUN
crl-15128	106	30	.	.	PUNCT
crl-15128	107	1	4	4	X
crl-15128	107	2	.	.	X
crl-15128	107	3	add	add	VERB
crl-15128	107	4	the	the	DET
crl-15128	107	5	scores	score	NOUN
crl-15128	107	6	(	(	PUNCT
crl-15128	107	7	obtained	obtain	VERB
crl-15128	107	8	in	in	ADP
crl-15128	107	9	step	step	NOUN
crl-15128	107	10	three	three	NUM
crl-15128	107	11	)	)	PUNCT
crl-15128	107	12	across	across	ADP
crl-15128	107	13	all	all	PRON
crl-15128	107	14	n	n	DET
crl-15128	107	15	customers	customer	NOUN
crl-15128	107	16	and	and	CCONJ
crl-15128	107	17	divide	divide	VERB
crl-15128	107	18	the	the	DET
crl-15128	107	19	total	total	NOUN
crl-15128	107	20	by	by	ADP
crl-15128	107	21	n.	n.	PROPN
crl-15128	107	22	survey	survey	NOUN
crl-15128	107	23	results	result	VERB
crl-15128	107	24	nearly	nearly	ADV
crl-15128	107	25	200	200	NUM
crl-15128	107	26	completed	complete	VERB
crl-15128	107	27	surveys	survey	NOUN
crl-15128	107	28	were	be	AUX
crl-15128	107	29	returned	return	VERB
crl-15128	107	30	.	.	PUNCT
crl-15128	108	1	the	the	DET
crl-15128	108	2	overall	overall	ADJ
crl-15128	108	3	response	response	NOUN
crl-15128	108	4	rate	rate	NOUN
crl-15128	108	5	was	be	AUX
crl-15128	108	6	38	38	NUM
crl-15128	108	7	percent	percent	NOUN
crl-15128	108	8	.	.	PUNCT
crl-15128	109	1	the	the	DET
crl-15128	109	2	highest	high	ADJ
crl-15128	109	3	response	response	NOUN
crl-15128	109	4	came	come	VERB
crl-15128	109	5	from	from	ADP
crl-15128	109	6	the	the	DET
crl-15128	109	7	students	student	NOUN
crl-15128	109	8	,	,	PUNCT
crl-15128	109	9	where	where	SCONJ
crl-15128	109	10	more	more	ADJ
crl-15128	109	11	than	than	ADP
crl-15128	109	12	50	50	NUM
crl-15128	109	13	toward	toward	ADP
crl-15128	109	14	a	a	DET
crl-15128	109	15	tqm	tqm	ADJ
crl-15128	109	16	paradigm	paradigm	NOUN
crl-15128	109	17	243	243	NUM
crl-15128	109	18	percent	percent	NOUN
crl-15128	109	19	responded	respond	VERB
crl-15128	109	20	.	.	PUNCT
crl-15128	110	1	the	the	DET
crl-15128	110	2	survey	survey	NOUN
crl-15128	110	3	scale	scale	NOUN
crl-15128	110	4	ranges	range	VERB
crl-15128	110	5	from	from	ADP
crl-15128	110	6	a	a	DET
crl-15128	110	7	low	low	NOUN
crl-15128	110	8	of	of	ADP
crl-15128	110	9	1	1	NUM
crl-15128	110	10	to	to	ADP
crl-15128	110	11	a	a	DET
crl-15128	110	12	high	high	NOUN
crl-15128	110	13	of	of	ADP
crl-15128	110	14	9	9	NUM
crl-15128	110	15	.	.	PUNCT
crl-15128	110	16	by	by	ADP
crl-15128	110	17	taking	take	VERB
crl-15128	110	18	the	the	DET
crl-15128	110	19	average	average	NOUN
crl-15128	110	20	of	of	ADP
crl-15128	110	21	the	the	DET
crl-15128	110	22	twenty	twenty	NUM
crl-15128	110	23	-	-	PUNCT
crl-15128	110	24	two	two	NUM
crl-15128	110	25	questions	question	NOUN
crl-15128	110	26	(	(	PUNCT
crl-15128	110	27	which	which	PRON
crl-15128	110	28	encompass	encompass	VERB
crl-15128	110	29	all	all	DET
crl-15128	110	30	five	five	NUM
crl-15128	110	31	dimensions	dimension	NOUN
crl-15128	110	32	)	)	PUNCT
crl-15128	110	33	,	,	PUNCT
crl-15128	110	34	the	the	DET
crl-15128	110	35	average	average	ADJ
crl-15128	110	36	levels	level	NOUN
crl-15128	110	37	of	of	ADP
crl-15128	110	38	acceptance	acceptance	NOUN
crl-15128	110	39	are	be	AUX
crl-15128	110	40	shown	show	VERB
crl-15128	110	41	in	in	ADP
crl-15128	110	42	table	table	NOUN
crl-15128	110	43	2	2	NUM
crl-15128	110	44	.	.	PUNCT
crl-15128	110	45	of	of	ADP
crl-15128	110	46	those	those	PRON
crl-15128	110	47	responding	respond	VERB
crl-15128	110	48	to	to	ADP
crl-15128	110	49	the	the	DET
crl-15128	110	50	survey	survey	NOUN
crl-15128	110	51	,	,	PUNCT
crl-15128	110	52	more	more	ADJ
crl-15128	110	53	than	than	ADP
crl-15128	110	54	83	83	NUM
crl-15128	110	55	percent	percent	NOUN
crl-15128	110	56	had	have	AUX
crl-15128	110	57	visited	visit	VERB
crl-15128	110	58	the	the	DET
crl-15128	110	59	library	library	NOUN
crl-15128	110	60	before	before	ADV
crl-15128	110	61	.	.	PUNCT
crl-15128	111	1	nearly	nearly	ADV
crl-15128	111	2	50	50	NUM
crl-15128	111	3	percent	percent	NOUN
crl-15128	111	4	of	of	ADP
crl-15128	111	5	the	the	DET
crl-15128	111	6	faculty	faculty	NOUN
crl-15128	111	7	and	and	CCONJ
crl-15128	111	8	student	student	NOUN
crl-15128	111	9	respondents	respondent	NOUN
crl-15128	111	10	visit	visit	VERB
crl-15128	111	11	the	the	DET
crl-15128	111	12	library	library	NOUN
crl-15128	111	13	weekly	weekly	ADV
crl-15128	111	14	.	.	PUNCT
crl-15128	112	1	more	more	ADJ
crl-15128	112	2	than	than	ADP
crl-15128	112	3	60	60	NUM
crl-15128	112	4	percent	percent	NOUN
crl-15128	112	5	of	of	ADP
crl-15128	112	6	the	the	DET
crl-15128	112	7	responding	respond	VERB
crl-15128	112	8	staff	staff	NOUN
crl-15128	112	9	and	and	CCONJ
crl-15128	112	10	community	community	NOUN
crl-15128	112	11	users	user	NOUN
crl-15128	112	12	visit	visit	VERB
crl-15128	112	13	the	the	DET
crl-15128	112	14	library	library	NOUN
crl-15128	112	15	on	on	ADP
crl-15128	112	16	a	a	DET
crl-15128	112	17	monthly	monthly	ADJ
crl-15128	112	18	basis	basis	NOUN
crl-15128	112	19	.	.	PUNCT
crl-15128	113	1	table	table	NOUN
crl-15128	113	2	3	3	NUM
crl-15128	113	3	shows	show	VERB
crl-15128	113	4	the	the	DET
crl-15128	113	5	frequency	frequency	NOUN
crl-15128	113	6	of	of	ADP
crl-15128	113	7	visitation	visitation	NOUN
crl-15128	113	8	based	base	VERB
crl-15128	113	9	on	on	ADP
crl-15128	113	10	the	the	DET
crl-15128	113	11	groups	group	NOUN
crl-15128	113	12	surveyed	survey	VERB
crl-15128	113	13	.	.	PUNCT
crl-15128	114	1	in	in	ADP
crl-15128	114	2	part	part	NOUN
crl-15128	114	3	2	2	NUM
crl-15128	114	4	of	of	ADP
crl-15128	114	5	the	the	DET
crl-15128	114	6	survey	survey	NOUN
crl-15128	114	7	,	,	PUNCT
crl-15128	114	8	participants	participant	NOUN
crl-15128	114	9	ranked	rank	VERB
crl-15128	114	10	dimensions	dimension	NOUN
crl-15128	114	11	by	by	ADP
crl-15128	114	12	allocating	allocate	VERB
crl-15128	114	13	100	100	NUM
crl-15128	114	14	points	point	NOUN
crl-15128	114	15	among	among	ADP
crl-15128	114	16	them	they	PRON
crl-15128	114	17	to	to	PART
crl-15128	114	18	indicate	indicate	VERB
crl-15128	114	19	each	each	DET
crl-15128	114	20	dimension	dimension	NOUN
crl-15128	114	21	�	�	NOUN
crl-15128	114	22	s	s	PART
crl-15128	114	23	importance	importance	NOUN
crl-15128	114	24	.	.	PUNCT
crl-15128	115	1	reliability	reliability	NOUN
crl-15128	115	2	ranked	rank	VERB
crl-15128	115	3	first	first	ADV
crl-15128	115	4	,	,	PUNCT
crl-15128	115	5	with	with	ADP
crl-15128	115	6	responsiveness	responsiveness	NOUN
crl-15128	115	7	a	a	DET
crl-15128	115	8	close	close	ADJ
crl-15128	115	9	second	second	ADJ
crl-15128	115	10	.	.	PUNCT
crl-15128	116	1	empathy	empathy	NOUN
crl-15128	116	2	was	be	AUX
crl-15128	116	3	determined	determine	VERB
crl-15128	116	4	to	to	PART
crl-15128	116	5	be	be	AUX
crl-15128	116	6	the	the	DET
crl-15128	116	7	least	least	ADV
crl-15128	116	8	important	important	ADJ
crl-15128	116	9	dimension	dimension	NOUN
crl-15128	116	10	.	.	PUNCT
crl-15128	117	1	in	in	ADP
crl-15128	117	2	comparison	comparison	NOUN
crl-15128	117	3	to	to	ADP
crl-15128	117	4	�	�	PROPN
crl-15128	117	5	other	other	ADJ
crl-15128	117	6	studies	study	NOUN
crl-15128	117	7	�	�	PROPN
crl-15128	117	8	conducted	conduct	VERB
crl-15128	117	9	by	by	ADP
crl-15128	117	10	berry	berry	NOUN
crl-15128	117	11	and	and	CCONJ
crl-15128	117	12	colleagues	colleague	NOUN
crl-15128	117	13	,	,	PUNCT
crl-15128	117	14	the	the	DET
crl-15128	117	15	dimensions	dimension	NOUN
crl-15128	117	16	were	be	AUX
crl-15128	117	17	ranked	rank	VERB
crl-15128	117	18	in	in	ADP
crl-15128	117	19	the	the	DET
crl-15128	117	20	same	same	ADJ
crl-15128	117	21	order	order	NOUN
crl-15128	117	22	with	with	ADP
crl-15128	117	23	the	the	DET
crl-15128	117	24	exception	exception	NOUN
crl-15128	117	25	of	of	ADP
crl-15128	117	26	tangibles	tangible	NOUN
crl-15128	117	27	and	and	CCONJ
crl-15128	117	28	empathy	empathy	NOUN
crl-15128	117	29	.	.	PUNCT
crl-15128	118	1	the	the	DET
crl-15128	118	2	relative	relative	ADJ
crl-15128	118	3	importance	importance	NOUN
crl-15128	118	4	of	of	ADP
crl-15128	118	5	dimensions	dimension	NOUN
crl-15128	118	6	for	for	ADP
crl-15128	118	7	both	both	DET
crl-15128	118	8	studies	study	NOUN
crl-15128	118	9	was	be	AUX
crl-15128	118	10	similar	similar	ADJ
crl-15128	118	11	for	for	ADP
crl-15128	118	12	responsiveness	responsiveness	NOUN
crl-15128	118	13	,	,	PUNCT
crl-15128	118	14	assurance	assurance	NOUN
crl-15128	118	15	,	,	PUNCT
crl-15128	118	16	and	and	CCONJ
crl-15128	118	17	empathy	empathy	NOUN
crl-15128	118	18	,	,	PUNCT
crl-15128	118	19	as	as	SCONJ
crl-15128	118	20	shown	show	VERB
crl-15128	118	21	in	in	ADP
crl-15128	118	22	table	table	NOUN
crl-15128	118	23	4.14	4.14	NUM
crl-15128	118	24	in	in	ADP
crl-15128	118	25	the	the	DET
crl-15128	118	26	portion	portion	NOUN
crl-15128	118	27	of	of	ADP
crl-15128	118	28	the	the	DET
crl-15128	118	29	survey	survey	NOUN
crl-15128	118	30	allotted	allot	VERB
crl-15128	118	31	for	for	ADP
crl-15128	118	32	direct	direct	ADJ
crl-15128	118	33	comments	comment	NOUN
crl-15128	118	34	from	from	ADP
crl-15128	118	35	the	the	DET
crl-15128	118	36	customer	customer	NOUN
crl-15128	118	37	to	to	ADP
crl-15128	118	38	the	the	DET
crl-15128	118	39	library	library	NOUN
crl-15128	118	40	director	director	NOUN
crl-15128	118	41	,	,	PUNCT
crl-15128	118	42	very	very	ADV
crl-15128	118	43	specific	specific	ADJ
crl-15128	118	44	feedback	feedback	NOUN
crl-15128	118	45	was	be	AUX
crl-15128	118	46	provided	provide	VERB
crl-15128	118	47	.	.	PUNCT
crl-15128	119	1	most	most	ADJ
crl-15128	119	2	survey	survey	NOUN
crl-15128	119	3	participants	participant	NOUN
crl-15128	119	4	expressed	express	VERB
crl-15128	119	5	areas	area	NOUN
crl-15128	119	6	of	of	ADP
crl-15128	119	7	dissatisfaction	dissatisfaction	NOUN
crl-15128	119	8	with	with	ADP
crl-15128	119	9	the	the	DET
crl-15128	119	10	library	library	NOUN
crl-15128	119	11	.	.	PUNCT
crl-15128	120	1	topics	topic	NOUN
crl-15128	120	2	commented	comment	VERB
crl-15128	120	3	on	on	ADP
crl-15128	120	4	included	include	VERB
crl-15128	120	5	:	:	PUNCT
crl-15128	120	6	difficulty	difficulty	NOUN
crl-15128	120	7	in	in	ADP
crl-15128	120	8	finding	find	VERB
crl-15128	120	9	resources	resource	NOUN
crl-15128	120	10	,	,	PUNCT
crl-15128	120	11	circulation	circulation	NOUN
crl-15128	120	12	policies	policy	NOUN
crl-15128	120	13	,	,	PUNCT
crl-15128	120	14	unpleasant	unpleasant	ADJ
crl-15128	120	15	library	library	NOUN
crl-15128	120	16	staff	staff	NOUN
crl-15128	120	17	,	,	PUNCT
crl-15128	120	18	expenses	expense	NOUN
crl-15128	120	19	associated	associate	VERB
crl-15128	120	20	with	with	ADP
crl-15128	120	21	duplication	duplication	NOUN
crl-15128	120	22	services	service	NOUN
crl-15128	120	23	,	,	PUNCT
crl-15128	120	24	outdated	outdated	ADJ
crl-15128	120	25	resources	resource	NOUN
crl-15128	120	26	,	,	PUNCT
crl-15128	120	27	building	build	VERB
crl-15128	120	28	accessibility	accessibility	NOUN
crl-15128	120	29	hours	hour	NOUN
crl-15128	120	30	,	,	PUNCT
crl-15128	120	31	and	and	CCONJ
crl-15128	120	32	missing	missing	ADJ
crl-15128	120	33	/	/	SYM
crl-15128	120	34	lost	lose	VERB
crl-15128	120	35	materials	material	NOUN
crl-15128	120	36	.	.	PUNCT
crl-15128	121	1	the	the	DET
crl-15128	121	2	more	more	ADV
crl-15128	121	3	positive	positive	ADJ
crl-15128	121	4	comments	comment	NOUN
crl-15128	121	5	pertained	pertain	VERB
crl-15128	121	6	to	to	ADP
crl-15128	121	7	the	the	DET
crl-15128	121	8	attitude	attitude	NOUN
crl-15128	121	9	and	and	CCONJ
crl-15128	121	10	work	work	NOUN
crl-15128	121	11	ethics	ethic	NOUN
crl-15128	121	12	of	of	ADP
crl-15128	121	13	the	the	DET
crl-15128	121	14	library	library	NOUN
crl-15128	121	15	staff	staff	NOUN
crl-15128	121	16	.	.	PUNCT
crl-15128	122	1	the	the	DET
crl-15128	122	2	unweighted	unweighte	VERB
crl-15128	122	3	servqual	servqual	ADJ
crl-15128	122	4	scores	score	NOUN
crl-15128	122	5	across	across	ADP
crl-15128	122	6	each	each	DET
crl-15128	122	7	individual	individual	ADJ
crl-15128	122	8	dimension	dimension	NOUN
crl-15128	122	9	(	(	PUNCT
crl-15128	122	10	tangibles	tangible	NOUN
crl-15128	122	11	,	,	PUNCT
crl-15128	122	12	reliability	reliability	NOUN
crl-15128	122	13	,	,	PUNCT
crl-15128	122	14	responsiveness	responsiveness	NOUN
crl-15128	122	15	,	,	PUNCT
crl-15128	122	16	assurance	assurance	NOUN
crl-15128	122	17	,	,	PUNCT
crl-15128	122	18	and	and	CCONJ
crl-15128	122	19	empathy	empathy	NOUN
crl-15128	122	20	)	)	PUNCT
crl-15128	122	21	are	be	AUX
crl-15128	122	22	shown	show	VERB
crl-15128	122	23	on	on	ADP
crl-15128	122	24	the	the	DET
crl-15128	122	25	graphs	graph	NOUN
crl-15128	122	26	in	in	ADP
crl-15128	122	27	figures	figure	NOUN
crl-15128	122	28	3	3	NUM
crl-15128	122	29	�	�	NOUN
crl-15128	122	30	7	7	NUM
crl-15128	122	31	.	.	PUNCT
crl-15128	122	32	on	on	ADP
crl-15128	122	33	the	the	DET
crl-15128	122	34	graphs	graph	NOUN
crl-15128	122	35	,	,	PUNCT
crl-15128	122	36	a	a	DET
crl-15128	122	37	blank	blank	ADJ
crl-15128	122	38	gap	gap	NOUN
crl-15128	122	39	indicates	indicate	VERB
crl-15128	122	40	room	room	NOUN
crl-15128	122	41	for	for	ADP
crl-15128	122	42	possible	possible	ADJ
crl-15128	122	43	improvement	improvement	NOUN
crl-15128	122	44	,	,	PUNCT
crl-15128	122	45	shaded	shade	VERB
crl-15128	122	46	areas	area	NOUN
crl-15128	122	47	show	show	VERB
crl-15128	122	48	acceptable	acceptable	ADJ
crl-15128	122	49	service	service	NOUN
crl-15128	122	50	,	,	PUNCT
crl-15128	122	51	and	and	CCONJ
crl-15128	122	52	solid	solid	ADJ
crl-15128	122	53	black	black	ADJ
crl-15128	122	54	areas	area	NOUN
crl-15128	122	55	indicate	indicate	VERB
crl-15128	122	56	unacceptable	unacceptable	ADJ
crl-15128	122	57	service	service	NOUN
crl-15128	122	58	.	.	PUNCT
crl-15128	123	1	figure	figure	NOUN
crl-15128	123	2	1	1	NUM
crl-15128	123	3	,	,	PUNCT
crl-15128	123	4	tangibles	tangible	NOUN
crl-15128	123	5	,	,	PUNCT
crl-15128	123	6	is	be	AUX
crl-15128	123	7	the	the	DET
crl-15128	123	8	only	only	ADJ
crl-15128	123	9	dimension	dimension	NOUN
crl-15128	123	10	where	where	SCONJ
crl-15128	123	11	the	the	DET
crl-15128	123	12	library	library	NOUN
crl-15128	123	13	consistently	consistently	ADV
crl-15128	123	14	performed	perform	VERB
crl-15128	123	15	within	within	ADP
crl-15128	123	16	the	the	DET
crl-15128	123	17	zone	zone	NOUN
crl-15128	123	18	of	of	ADP
crl-15128	123	19	tolerance	tolerance	NOUN
crl-15128	123	20	(	(	PUNCT
crl-15128	123	21	i.e.	i.e.	X
crl-15128	123	22	,	,	PUNCT
crl-15128	123	23	perceived	perceive	VERB
crl-15128	123	24	scores	score	NOUN
crl-15128	123	25	are	be	AUX
crl-15128	123	26	between	between	ADP
crl-15128	123	27	desired	desire	VERB
crl-15128	123	28	and	and	CCONJ
crl-15128	123	29	minimum	minimum	NOUN
crl-15128	123	30	)	)	PUNCT
crl-15128	123	31	.	.	PUNCT
crl-15128	124	1	figure	figure	NOUN
crl-15128	124	2	8	8	NUM
crl-15128	124	3	shows	show	VERB
crl-15128	124	4	the	the	DET
crl-15128	124	5	scores	score	NOUN
crl-15128	124	6	averaged	average	VERB
crl-15128	124	7	over	over	ADP
crl-15128	124	8	the	the	DET
crl-15128	124	9	five	five	NUM
crl-15128	124	10	dimensions	dimension	NOUN
crl-15128	124	11	;	;	PUNCT
crl-15128	124	12	reliability	reliability	NOUN
crl-15128	124	13	shows	show	VERB
crl-15128	124	14	the	the	DET
crl-15128	124	15	highest	high	ADJ
crl-15128	124	16	minimum	minimum	NOUN
crl-15128	124	17	and	and	CCONJ
crl-15128	124	18	desired	desire	VERB
crl-15128	124	19	service	service	NOUN
crl-15128	124	20	scores	score	NOUN
crl-15128	124	21	indicating	indicate	VERB
crl-15128	124	22	that	that	SCONJ
crl-15128	124	23	customers	customer	NOUN
crl-15128	124	24	expect	expect	VERB
crl-15128	124	25	the	the	DET
crl-15128	124	26	most	most	ADJ
crl-15128	124	27	,	,	PUNCT
crl-15128	124	28	and	and	CCONJ
crl-15128	124	29	will	will	AUX
crl-15128	124	30	tolerate	tolerate	VERB
crl-15128	124	31	the	the	DET
crl-15128	124	32	least	least	ADJ
crl-15128	124	33	,	,	PUNCT
crl-15128	124	34	in	in	ADP
crl-15128	124	35	this	this	DET
crl-15128	124	36	dimension	dimension	NOUN
crl-15128	124	37	.	.	PUNCT
crl-15128	125	1	table	table	NOUN
crl-15128	125	2	3	3	NUM
crl-15128	125	3	frequency	frequency	NOUN
crl-15128	125	4	of	of	ADP
crl-15128	125	5	visitation	visitation	NOUN
crl-15128	125	6	to	to	ADP
crl-15128	125	7	the	the	DET
crl-15128	125	8	evans	evans	PROPN
crl-15128	125	9	library	library	PROPN
crl-15128	125	10	n=198	n=198	PROPN
crl-15128	125	11	daily	daily	PROPN
crl-15128	125	12	weekly	weekly	ADJ
crl-15128	125	13	monthly	monthly	ADV
crl-15128	125	14	never	never	ADV
crl-15128	125	15	faculty	faculty	NOUN
crl-15128	125	16	12.5	12.5	NUM
crl-15128	125	17	%	%	NOUN
crl-15128	125	18	46.9	46.9	NUM
crl-15128	125	19	%	%	NOUN
crl-15128	125	20	37.5	37.5	NUM
crl-15128	125	21	%	%	NOUN
crl-15128	125	22	3.1	3.1	NUM
crl-15128	125	23	%	%	NOUN
crl-15128	125	24	staff	staff	NOUN
crl-15128	125	25	4.5	4.5	NUM
crl-15128	125	26	18.2	18.2	NUM
crl-15128	125	27	63.6	63.6	NUM
crl-15128	125	28	13.6	13.6	NUM
crl-15128	125	29	graduate	graduate	NOUN
crl-15128	125	30	24.2	24.2	NUM
crl-15128	125	31	50.0	50.0	NUM
crl-15128	125	32	24.2	24.2	NUM
crl-15128	125	33	1.6	1.6	NUM
crl-15128	125	34	undergrad	undergrad	NOUN
crl-15128	125	35	.	.	PUNCT
crl-15128	126	1	24.3	24.3	NUM
crl-15128	126	2	52.9	52.9	NUM
crl-15128	126	3	21.4	21.4	NUM
crl-15128	126	4	1.4	1.4	NUM
crl-15128	126	5	community	community	NOUN
crl-15128	126	6	0.0	0.0	NUM
crl-15128	126	7	16.7	16.7	NUM
crl-15128	126	8	66.7	66.7	NUM
crl-15128	126	9	16.7	16.7	NUM
crl-15128	126	10	table	table	NOUN
crl-15128	126	11	4	4	NUM
crl-15128	126	12	relative	relative	ADJ
crl-15128	126	13	importance	importance	NOUN
crl-15128	126	14	of	of	ADP
crl-15128	126	15	service	service	NOUN
crl-15128	126	16	quality	quality	NOUN
crl-15128	126	17	dimensions	dimension	NOUN
crl-15128	126	18	relative	relative	ADJ
crl-15128	126	19	importance	importance	NOUN
crl-15128	126	20	this	this	DET
crl-15128	126	21	study	study	NOUN
crl-15128	126	22	other	other	ADJ
crl-15128	126	23	studies	study	NOUN
crl-15128	126	24	dimension	dimension	PROPN
crl-15128	126	25	rank	rank	PROPN
crl-15128	126	26	n=198	n=198	PROPN
crl-15128	126	27	n=1,936	n=1,936	NOUN
crl-15128	126	28	reliability	reliability	NOUN
crl-15128	126	29	1	1	NUM
crl-15128	126	30	26.7	26.7	NUM
crl-15128	126	31	%	%	NOUN
crl-15128	126	32	32	32	NUM
crl-15128	126	33	%	%	NOUN
crl-15128	126	34	responsiveness	responsiveness	NOUN
crl-15128	126	35	2	2	NUM
crl-15128	126	36	23.6	23.6	NUM
crl-15128	126	37	22	22	NUM
crl-15128	126	38	assurance	assurance	NOUN
crl-15128	126	39	3	3	NUM
crl-15128	126	40	18.8	18.8	NUM
crl-15128	126	41	19	19	NUM
crl-15128	126	42	tangibles	tangible	NOUN
crl-15128	126	43	4	4	NUM
crl-15128	126	44	16.2	16.2	NUM
crl-15128	126	45	11	11	NUM
crl-15128	126	46	*	*	NOUN
crl-15128	126	47	empathy	empathy	NOUN
crl-15128	126	48	5	5	NUM
crl-15128	126	49	14.8	14.8	NUM
crl-15128	126	50	16	16	NUM
crl-15128	126	51	*	*	PUNCT
crl-15128	127	1	*	*	PUNCT
crl-15128	127	2	note	note	VERB
crl-15128	127	3	differences	difference	NOUN
crl-15128	127	4	in	in	ADP
crl-15128	127	5	rankings	ranking	NOUN
crl-15128	127	6	of	of	ADP
crl-15128	127	7	“	"	PUNCT
crl-15128	127	8	this	this	DET
crl-15128	127	9	study	study	NOUN
crl-15128	127	10	”	"	PUNCT
crl-15128	127	11	vs	vs	ADP
crl-15128	127	12	“	"	PUNCT
crl-15128	127	13	other	other	ADJ
crl-15128	127	14	studies	study	NOUN
crl-15128	127	15	.	.	PUNCT
crl-15128	127	16	”	"	PUNCT
crl-15128	128	1	244	244	NUM
crl-15128	128	2	college	college	PROPN
crl-15128	128	3	&	&	CCONJ
crl-15128	128	4	research	research	PROPN
crl-15128	128	5	libraries	library	NOUN
crl-15128	128	6	may	may	AUX
crl-15128	128	7	1997	1997	NUM
crl-15128	128	8	figure	figure	VERB
crl-15128	128	9	3	3	NUM
crl-15128	128	10	graph	graph	NOUN
crl-15128	128	11	showing	show	VERB
crl-15128	128	12	tangibles	tangible	NOUN
crl-15128	128	13	figure	figure	VERB
crl-15128	128	14	4	4	NUM
crl-15128	128	15	graph	graph	NOUN
crl-15128	128	16	showing	show	VERB
crl-15128	128	17	reliability	reliability	NOUN
crl-15128	128	18	toward	toward	ADP
crl-15128	128	19	a	a	DET
crl-15128	128	20	tqm	tqm	ADJ
crl-15128	128	21	paradigm	paradigm	NOUN
crl-15128	128	22	245	245	NUM
crl-15128	128	23	figure	figure	NOUN
crl-15128	128	24	5	5	NUM
crl-15128	128	25	graph	graph	NOUN
crl-15128	128	26	showing	show	VERB
crl-15128	128	27	responsiveness	responsiveness	NOUN
crl-15128	128	28	figure	figure	NOUN
crl-15128	128	29	6	6	NUM
crl-15128	128	30	graph	graph	NOUN
crl-15128	128	31	showing	show	VERB
crl-15128	128	32	assurance	assurance	NOUN
crl-15128	128	33	246	246	NUM
crl-15128	128	34	college	college	PROPN
crl-15128	128	35	&	&	CCONJ
crl-15128	128	36	research	research	PROPN
crl-15128	128	37	libraries	library	NOUN
crl-15128	128	38	may	may	AUX
crl-15128	128	39	1997	1997	NUM
crl-15128	128	40	figure	figure	VERB
crl-15128	128	41	7	7	NUM
crl-15128	128	42	graph	graph	NOUN
crl-15128	128	43	showing	show	VERB
crl-15128	128	44	empathy	empathy	NOUN
crl-15128	128	45	figure	figure	NOUN
crl-15128	128	46	8	8	NUM
crl-15128	128	47	graph	graph	NOUN
crl-15128	128	48	showing	show	VERB
crl-15128	128	49	the	the	DET
crl-15128	128	50	average	average	NOUN
crl-15128	128	51	for	for	ADP
crl-15128	128	52	each	each	DET
crl-15128	128	53	dimension	dimension	NOUN
crl-15128	128	54	toward	toward	ADP
crl-15128	128	55	a	a	DET
crl-15128	128	56	tqm	tqm	ADJ
crl-15128	128	57	paradigm	paradigm	NOUN
crl-15128	128	58	247	247	NUM
crl-15128	128	59	figure	figure	NOUN
crl-15128	128	60	9	9	NUM
crl-15128	128	61	graph	graph	NOUN
crl-15128	128	62	showing	show	VERB
crl-15128	128	63	the	the	DET
crl-15128	128	64	weighted	weighted	ADJ
crl-15128	128	65	average	average	NOUN
crl-15128	128	66	for	for	ADP
crl-15128	128	67	each	each	DET
crl-15128	128	68	dimension	dimension	NOUN
crl-15128	128	69	in	in	ADP
crl-15128	128	70	figure	figure	NOUN
crl-15128	128	71	9	9	NUM
crl-15128	128	72	,	,	PUNCT
crl-15128	128	73	the	the	DET
crl-15128	128	74	scores	score	NOUN
crl-15128	128	75	for	for	ADP
crl-15128	128	76	each	each	DET
crl-15128	128	77	dimension	dimension	NOUN
crl-15128	128	78	were	be	AUX
crl-15128	128	79	weighted	weight	VERB
crl-15128	128	80	based	base	VERB
crl-15128	128	81	on	on	ADP
crl-15128	128	82	the	the	DET
crl-15128	128	83	points	point	NOUN
crl-15128	128	84	customers	customer	NOUN
crl-15128	128	85	allocated	allocate	VERB
crl-15128	128	86	to	to	ADP
crl-15128	128	87	the	the	DET
crl-15128	128	88	dimension	dimension	NOUN
crl-15128	128	89	.	.	PUNCT
crl-15128	129	1	this	this	DET
crl-15128	129	2	graph	graph	NOUN
crl-15128	129	3	shows	show	VERB
crl-15128	129	4	the	the	DET
crl-15128	129	5	potential	potential	ADJ
crl-15128	129	6	opportunity	opportunity	NOUN
crl-15128	129	7	for	for	ADP
crl-15128	129	8	improving	improve	VERB
crl-15128	129	9	quality	quality	NOUN
crl-15128	129	10	of	of	ADP
crl-15128	129	11	service	service	NOUN
crl-15128	129	12	and	and	CCONJ
crl-15128	129	13	suggests	suggest	VERB
crl-15128	129	14	where	where	SCONJ
crl-15128	129	15	emphasis	emphasis	NOUN
crl-15128	129	16	should	should	AUX
crl-15128	129	17	be	be	AUX
crl-15128	129	18	placed	place	VERB
crl-15128	129	19	toward	toward	ADP
crl-15128	129	20	continuous	continuous	ADJ
crl-15128	129	21	improvement	improvement	NOUN
crl-15128	129	22	.	.	PUNCT
crl-15128	130	1	respondents	respondent	NOUN
crl-15128	130	2	weighted	weight	VERB
crl-15128	130	3	reliability	reliability	NOUN
crl-15128	130	4	as	as	ADP
crl-15128	130	5	the	the	DET
crl-15128	130	6	most	most	ADV
crl-15128	130	7	important	important	ADJ
crl-15128	130	8	and	and	CCONJ
crl-15128	130	9	empathy	empathy	VERB
crl-15128	130	10	the	the	DET
crl-15128	130	11	least	least	ADV
crl-15128	130	12	important	important	ADJ
crl-15128	130	13	dimension	dimension	NOUN
crl-15128	130	14	.	.	PUNCT
crl-15128	131	1	the	the	DET
crl-15128	131	2	importance	importance	NOUN
crl-15128	131	3	of	of	ADP
crl-15128	131	4	reliability	reliability	NOUN
crl-15128	131	5	is	be	AUX
crl-15128	131	6	readily	readily	ADV
crl-15128	131	7	apparent	apparent	ADJ
crl-15128	131	8	by	by	ADP
crl-15128	131	9	comparing	compare	VERB
crl-15128	131	10	the	the	DET
crl-15128	131	11	downward	downward	ADJ
crl-15128	131	12	shift	shift	NOUN
crl-15128	131	13	of	of	ADP
crl-15128	131	14	the	the	DET
crl-15128	131	15	other	other	ADJ
crl-15128	131	16	four	four	NUM
crl-15128	131	17	dimensions	dimension	NOUN
crl-15128	131	18	as	as	SCONJ
crl-15128	131	19	seen	see	VERB
crl-15128	131	20	in	in	ADP
crl-15128	131	21	figure	figure	NOUN
crl-15128	131	22	9	9	NUM
crl-15128	131	23	.	.	PUNCT
crl-15128	131	24	overall	overall	ADJ
crl-15128	131	25	,	,	PUNCT
crl-15128	131	26	the	the	DET
crl-15128	131	27	library	library	NOUN
crl-15128	131	28	consistently	consistently	ADV
crl-15128	131	29	performed	perform	VERB
crl-15128	131	30	at	at	ADP
crl-15128	131	31	or	or	CCONJ
crl-15128	131	32	above	above	ADP
crl-15128	131	33	the	the	DET
crl-15128	131	34	minimum	minimum	ADJ
crl-15128	131	35	acceptance	acceptance	NOUN
crl-15128	131	36	level	level	NOUN
crl-15128	131	37	,	,	PUNCT
crl-15128	131	38	with	with	ADP
crl-15128	131	39	the	the	DET
crl-15128	131	40	exception	exception	NOUN
crl-15128	131	41	of	of	ADP
crl-15128	131	42	the	the	DET
crl-15128	131	43	reliability	reliability	NOUN
crl-15128	131	44	dimension	dimension	NOUN
crl-15128	131	45	.	.	PUNCT
crl-15128	132	1	conclusion	conclusion	NOUN
crl-15128	132	2	interpretation	interpretation	NOUN
crl-15128	132	3	of	of	ADP
crl-15128	132	4	the	the	DET
crl-15128	132	5	tables	table	NOUN
crl-15128	132	6	and	and	CCONJ
crl-15128	132	7	graphs	graph	NOUN
crl-15128	132	8	shows	show	VERB
crl-15128	132	9	that	that	SCONJ
crl-15128	132	10	the	the	DET
crl-15128	132	11	survey	survey	NOUN
crl-15128	132	12	provided	provide	VERB
crl-15128	132	13	answers	answer	NOUN
crl-15128	132	14	to	to	ADP
crl-15128	132	15	the	the	DET
crl-15128	132	16	original	original	ADJ
crl-15128	132	17	research	research	NOUN
crl-15128	132	18	questions	question	NOUN
crl-15128	132	19	.	.	PUNCT
crl-15128	133	1	those	those	DET
crl-15128	133	2	questions	question	NOUN
crl-15128	133	3	were	be	AUX
crl-15128	133	4	:	:	PUNCT
crl-15128	133	5	1	1	X
crl-15128	133	6	.	.	X
crl-15128	133	7	how	how	SCONJ
crl-15128	133	8	do	do	AUX
crl-15128	133	9	customers	customer	NOUN
crl-15128	133	10	define	define	VERB
crl-15128	133	11	library	library	NOUN
crl-15128	133	12	service	service	NOUN
crl-15128	133	13	quality	quality	NOUN
crl-15128	133	14	?	?	PUNCT
crl-15128	134	1	2	2	X
crl-15128	134	2	.	.	X
crl-15128	134	3	how	how	SCONJ
crl-15128	134	4	can	can	AUX
crl-15128	134	5	library	library	NOUN
crl-15128	134	6	service	service	NOUN
crl-15128	134	7	quality	quality	NOUN
crl-15128	134	8	be	be	AUX
crl-15128	134	9	improved	improve	VERB
crl-15128	134	10	?	?	PUNCT
crl-15128	135	1	3	3	X
crl-15128	135	2	.	.	X
crl-15128	135	3	what	what	PRON
crl-15128	135	4	dimensions	dimension	NOUN
crl-15128	135	5	of	of	ADP
crl-15128	135	6	quality	quality	NOUN
crl-15128	135	7	are	be	AUX
crl-15128	135	8	most	most	ADV
crl-15128	135	9	important	important	ADJ
crl-15128	135	10	to	to	ADP
crl-15128	135	11	library	library	NOUN
crl-15128	135	12	customers	customer	NOUN
crl-15128	135	13	?	?	PUNCT
crl-15128	136	1	customers	customer	NOUN
crl-15128	136	2	define	define	VERB
crl-15128	136	3	service	service	NOUN
crl-15128	136	4	quality	quality	NOUN
crl-15128	136	5	as	as	ADP
crl-15128	136	6	the	the	DET
crl-15128	136	7	extent	extent	NOUN
crl-15128	136	8	of	of	ADP
crl-15128	136	9	discrepancy	discrepancy	NOUN
crl-15128	136	10	between	between	ADP
crl-15128	136	11	their	their	PRON
crl-15128	136	12	expectations	expectation	NOUN
crl-15128	136	13	or	or	CCONJ
crl-15128	136	14	desires	desire	NOUN
crl-15128	136	15	and	and	CCONJ
crl-15128	136	16	their	their	PRON
crl-15128	136	17	perceptions.15	perceptions.15	NOUN
crl-15128	136	18	in	in	ADP
crl-15128	136	19	this	this	DET
crl-15128	136	20	study	study	NOUN
crl-15128	136	21	,	,	PUNCT
crl-15128	136	22	discrepancies	discrepancy	NOUN
crl-15128	136	23	prevailed	prevail	VERB
crl-15128	136	24	along	along	ADP
crl-15128	136	25	dimensions	dimension	NOUN
crl-15128	136	26	of	of	ADP
crl-15128	136	27	reliability	reliability	NOUN
crl-15128	136	28	,	,	PUNCT
crl-15128	136	29	responsiveness	responsiveness	NOUN
crl-15128	136	30	,	,	PUNCT
crl-15128	136	31	assurance	assurance	NOUN
crl-15128	136	32	,	,	PUNCT
crl-15128	136	33	and	and	CCONJ
crl-15128	136	34	empathy	empathy	NOUN
crl-15128	136	35	.	.	PUNCT
crl-15128	137	1	only	only	ADV
crl-15128	137	2	the	the	DET
crl-15128	137	3	tangibles	tangibles	PROPN
crl-15128	137	4	dimension	dimension	NOUN
crl-15128	137	5	(	(	PUNCT
crl-15128	137	6	appearance	appearance	NOUN
crl-15128	137	7	of	of	ADP
crl-15128	137	8	physical	physical	ADJ
crl-15128	137	9	facilities	facility	NOUN
crl-15128	137	10	,	,	PUNCT
crl-15128	137	11	equipment	equipment	NOUN
crl-15128	137	12	,	,	PUNCT
crl-15128	137	13	personnel	personnel	NOUN
crl-15128	137	14	,	,	PUNCT
crl-15128	137	15	and	and	CCONJ
crl-15128	137	16	communication	communication	NOUN
crl-15128	137	17	materials	material	NOUN
crl-15128	137	18	)	)	PUNCT
crl-15128	137	19	surpassed	surpass	VERB
crl-15128	137	20	the	the	DET
crl-15128	137	21	customers	customer	NOUN
crl-15128	137	22	�	�	PROPN
crl-15128	137	23	minimum	minimum	ADJ
crl-15128	137	24	acceptable	acceptable	ADJ
crl-15128	137	25	service	service	NOUN
crl-15128	137	26	level	level	NOUN
crl-15128	137	27	,	,	PUNCT
crl-15128	137	28	and	and	CCONJ
crl-15128	137	29	this	this	DET
crl-15128	137	30	dimension	dimension	NOUN
crl-15128	137	31	was	be	AUX
crl-15128	137	32	viewed	view	VERB
crl-15128	137	33	by	by	ADP
crl-15128	137	34	customers	customer	NOUN
crl-15128	137	35	as	as	ADP
crl-15128	137	36	the	the	DET
crl-15128	137	37	second	second	ADJ
crl-15128	137	38	least	least	ADV
crl-15128	137	39	important	important	ADJ
crl-15128	137	40	for	for	ADP
crl-15128	137	41	measuring	measure	VERB
crl-15128	137	42	quality	quality	NOUN
crl-15128	137	43	.	.	PUNCT
crl-15128	138	1	tangibles	tangible	NOUN
crl-15128	138	2	was	be	AUX
crl-15128	138	3	248	248	NUM
crl-15128	138	4	college	college	PROPN
crl-15128	138	5	&	&	CCONJ
crl-15128	138	6	research	research	PROPN
crl-15128	138	7	libraries	library	NOUN
crl-15128	138	8	may	may	AUX
crl-15128	138	9	1997	1997	NUM
crl-15128	138	10	the	the	DET
crl-15128	138	11	only	only	ADJ
crl-15128	138	12	dimension	dimension	NOUN
crl-15128	138	13	where	where	SCONJ
crl-15128	138	14	the	the	DET
crl-15128	138	15	library	library	NOUN
crl-15128	138	16	performed	perform	VERB
crl-15128	138	17	consistently	consistently	ADV
crl-15128	138	18	within	within	ADP
crl-15128	138	19	the	the	DET
crl-15128	138	20	zone	zone	NOUN
crl-15128	138	21	of	of	ADP
crl-15128	138	22	tolerance	tolerance	NOUN
crl-15128	138	23	.	.	PUNCT
crl-15128	139	1	for	for	ADP
crl-15128	139	2	this	this	DET
crl-15128	139	3	study	study	NOUN
crl-15128	139	4	,	,	PUNCT
crl-15128	139	5	customer	customer	NOUN
crl-15128	139	6	ranking	ranking	NOUN
crl-15128	139	7	of	of	ADP
crl-15128	139	8	the	the	DET
crl-15128	139	9	relative	relative	ADJ
crl-15128	139	10	importance	importance	NOUN
crl-15128	139	11	of	of	ADP
crl-15128	139	12	the	the	DET
crl-15128	139	13	five	five	NUM
crl-15128	139	14	service	service	NOUN
crl-15128	139	15	quality	quality	NOUN
crl-15128	139	16	dimensions	dimension	NOUN
crl-15128	139	17	is	be	AUX
crl-15128	139	18	as	as	SCONJ
crl-15128	139	19	follows	follow	VERB
crl-15128	139	20	:	:	PUNCT
crl-15128	139	21	reliability	reliability	NOUN
crl-15128	139	22	,	,	PUNCT
crl-15128	139	23	responsiveness	responsiveness	NOUN
crl-15128	139	24	,	,	PUNCT
crl-15128	139	25	assurance	assurance	NOUN
crl-15128	139	26	,	,	PUNCT
crl-15128	139	27	tangibles	tangible	NOUN
crl-15128	139	28	,	,	PUNCT
crl-15128	139	29	and	and	CCONJ
crl-15128	139	30	empathy	empathy	NOUN
crl-15128	139	31	.	.	PUNCT
crl-15128	140	1	these	these	DET
crl-15128	140	2	findings	finding	NOUN
crl-15128	140	3	are	be	AUX
crl-15128	140	4	not	not	PART
crl-15128	140	5	unique	unique	ADJ
crl-15128	140	6	in	in	ADP
crl-15128	140	7	that	that	PRON
crl-15128	140	8	other	other	ADJ
crl-15128	140	9	studies	study	NOUN
crl-15128	140	10	have	have	AUX
crl-15128	140	11	consistently	consistently	ADV
crl-15128	140	12	shown	show	VERB
crl-15128	140	13	similar	similar	ADJ
crl-15128	140	14	results	result	NOUN
crl-15128	140	15	,	,	PUNCT
crl-15128	140	16	with	with	ADP
crl-15128	140	17	the	the	DET
crl-15128	140	18	exception	exception	NOUN
crl-15128	140	19	of	of	ADP
crl-15128	140	20	tangibles	tangible	NOUN
crl-15128	140	21	and	and	CCONJ
crl-15128	140	22	empathy	empathy	NOUN
crl-15128	140	23	.	.	PUNCT
crl-15128	141	1	reliability	reliability	NOUN
crl-15128	141	2	relates	relate	VERB
crl-15128	141	3	to	to	ADP
crl-15128	141	4	the	the	DET
crl-15128	141	5	library	library	PROPN
crl-15128	141	6	�	�	PROPN
crl-15128	141	7	s	s	PART
crl-15128	141	8	ability	ability	NOUN
crl-15128	141	9	to	to	PART
crl-15128	141	10	perform	perform	VERB
crl-15128	141	11	promised	promise	VERB
crl-15128	141	12	services	service	NOUN
crl-15128	141	13	dependably	dependably	ADV
crl-15128	141	14	and	and	CCONJ
crl-15128	141	15	accurately	accurately	ADV
crl-15128	141	16	.	.	PUNCT
crl-15128	142	1	it	it	PRON
crl-15128	142	2	was	be	AUX
crl-15128	142	3	ranked	rank	VERB
crl-15128	142	4	as	as	ADP
crl-15128	142	5	the	the	DET
crl-15128	142	6	most	most	ADV
crl-15128	142	7	important	important	ADJ
crl-15128	142	8	dimension	dimension	NOUN
crl-15128	142	9	for	for	ADP
crl-15128	142	10	measuring	measure	VERB
crl-15128	142	11	quality	quality	NOUN
crl-15128	142	12	;	;	PUNCT
crl-15128	142	13	unfortunately	unfortunately	ADV
crl-15128	142	14	,	,	PUNCT
crl-15128	142	15	perception	perception	NOUN
crl-15128	142	16	of	of	ADP
crl-15128	142	17	the	the	DET
crl-15128	142	18	library	library	PROPN
crl-15128	142	19	�	�	PROPN
crl-15128	142	20	s	s	PART
crl-15128	142	21	performance	performance	NOUN
crl-15128	142	22	was	be	AUX
crl-15128	142	23	lowest	low	ADJ
crl-15128	142	24	for	for	ADP
crl-15128	142	25	this	this	DET
crl-15128	142	26	dimension	dimension	NOUN
crl-15128	142	27	.	.	PUNCT
crl-15128	143	1	empathy	empathy	NOUN
crl-15128	143	2	(	(	PUNCT
crl-15128	143	3	the	the	DET
crl-15128	143	4	caring	caring	ADJ
crl-15128	143	5	,	,	PUNCT
crl-15128	143	6	individualized	individualized	ADJ
crl-15128	143	7	attention	attention	NOUN
crl-15128	143	8	the	the	DET
crl-15128	143	9	library	library	NOUN
crl-15128	143	10	provides	provide	VERB
crl-15128	143	11	its	its	PRON
crl-15128	143	12	customers	customer	NOUN
crl-15128	143	13	)	)	PUNCT
crl-15128	143	14	was	be	AUX
crl-15128	143	15	the	the	DET
crl-15128	143	16	least	least	ADV
crl-15128	143	17	important	important	ADJ
crl-15128	143	18	of	of	ADP
crl-15128	143	19	the	the	DET
crl-15128	143	20	five	five	NUM
crl-15128	143	21	dimensions	dimension	NOUN
crl-15128	143	22	.	.	PUNCT
crl-15128	144	1	the	the	DET
crl-15128	144	2	library	library	NOUN
crl-15128	144	3	definitely	definitely	ADV
crl-15128	144	4	needs	need	VERB
crl-15128	144	5	to	to	PART
crl-15128	144	6	improve	improve	VERB
crl-15128	144	7	in	in	ADP
crl-15128	144	8	the	the	DET
crl-15128	144	9	areas	area	NOUN
crl-15128	144	10	of	of	ADP
crl-15128	144	11	reliability	reliability	NOUN
crl-15128	144	12	and	and	CCONJ
crl-15128	144	13	responsiveness	responsiveness	NOUN
crl-15128	144	14	because	because	SCONJ
crl-15128	144	15	of	of	ADP
crl-15128	144	16	their	their	PRON
crl-15128	144	17	importance	importance	NOUN
crl-15128	144	18	to	to	ADP
crl-15128	144	19	customers	customer	NOUN
crl-15128	144	20	.	.	PUNCT
crl-15128	145	1	the	the	DET
crl-15128	145	2	zone	zone	NOUN
crl-15128	145	3	of	of	ADP
crl-15128	145	4	tolerance	tolerance	NOUN
crl-15128	145	5	is	be	AUX
crl-15128	145	6	the	the	DET
crl-15128	145	7	area	area	NOUN
crl-15128	145	8	between	between	ADP
crl-15128	145	9	the	the	DET
crl-15128	145	10	minimum	minimum	NOUN
crl-15128	145	11	and	and	CCONJ
crl-15128	145	12	desired	desire	VERB
crl-15128	145	13	acceptance	acceptance	NOUN
crl-15128	145	14	levels	level	NOUN
crl-15128	145	15	of	of	ADP
crl-15128	145	16	performance	performance	NOUN
crl-15128	145	17	.	.	PUNCT
crl-15128	146	1	of	of	ADP
crl-15128	146	2	the	the	DET
crl-15128	146	3	library	library	PROPN
crl-15128	146	4	�	�	PROPN
crl-15128	146	5	s	s	PART
crl-15128	146	6	overall	overall	ADJ
crl-15128	146	7	perceived	perceive	VERB
crl-15128	146	8	performance	performance	NOUN
crl-15128	146	9	for	for	ADP
crl-15128	146	10	the	the	DET
crl-15128	146	11	twenty	twenty	NUM
crl-15128	146	12	-	-	PUNCT
crl-15128	146	13	two	two	NUM
crl-15128	146	14	questions	question	NOUN
crl-15128	146	15	,	,	PUNCT
crl-15128	146	16	fourteen	fourteen	NUM
crl-15128	146	17	(	(	PUNCT
crl-15128	146	18	64	64	NUM
crl-15128	146	19	%	%	NOUN
crl-15128	146	20	)	)	PUNCT
crl-15128	146	21	of	of	ADP
crl-15128	146	22	the	the	DET
crl-15128	146	23	scores	score	NOUN
crl-15128	146	24	fell	fall	VERB
crl-15128	146	25	within	within	ADP
crl-15128	146	26	the	the	DET
crl-15128	146	27	zone	zone	NOUN
crl-15128	146	28	of	of	ADP
crl-15128	146	29	tolerance	tolerance	NOUN
crl-15128	146	30	,	,	PUNCT
crl-15128	146	31	six	six	NUM
crl-15128	146	32	(	(	PUNCT
crl-15128	146	33	27	27	NUM
crl-15128	146	34	%	%	NOUN
crl-15128	146	35	)	)	PUNCT
crl-15128	146	36	fell	fall	VERB
crl-15128	146	37	below	below	ADP
crl-15128	146	38	the	the	DET
crl-15128	146	39	minimum	minimum	ADJ
crl-15128	146	40	acceptance	acceptance	NOUN
crl-15128	146	41	level	level	NOUN
crl-15128	146	42	,	,	PUNCT
crl-15128	146	43	and	and	CCONJ
crl-15128	146	44	two	two	NUM
crl-15128	146	45	(	(	PUNCT
crl-15128	146	46	9	9	NUM
crl-15128	146	47	%	%	NOUN
crl-15128	146	48	)	)	PUNCT
crl-15128	146	49	were	be	AUX
crl-15128	146	50	averaged	average	VERB
crl-15128	146	51	right	right	ADV
crl-15128	146	52	at	at	ADP
crl-15128	146	53	the	the	DET
crl-15128	146	54	minimum	minimum	ADJ
crl-15128	146	55	acceptance	acceptance	NOUN
crl-15128	146	56	level	level	NOUN
crl-15128	146	57	.	.	PUNCT
crl-15128	147	1	most	most	ADJ
crl-15128	147	2	of	of	ADP
crl-15128	147	3	the	the	DET
crl-15128	147	4	scores	score	NOUN
crl-15128	147	5	within	within	ADP
crl-15128	147	6	the	the	DET
crl-15128	147	7	zone	zone	NOUN
crl-15128	147	8	of	of	ADP
crl-15128	147	9	tolerance	tolerance	NOUN
crl-15128	147	10	were	be	AUX
crl-15128	147	11	nearer	near	ADJ
crl-15128	147	12	the	the	DET
crl-15128	147	13	minimum	minimum	NOUN
crl-15128	147	14	than	than	ADP
crl-15128	147	15	the	the	DET
crl-15128	147	16	desired	desire	VERB
crl-15128	147	17	level	level	NOUN
crl-15128	147	18	of	of	ADP
crl-15128	147	19	service	service	NOUN
crl-15128	147	20	.	.	PUNCT
crl-15128	148	1	none	none	NOUN
crl-15128	148	2	of	of	ADP
crl-15128	148	3	the	the	DET
crl-15128	148	4	perceived	perceive	VERB
crl-15128	148	5	scores	score	NOUN
crl-15128	148	6	was	be	AUX
crl-15128	148	7	above	above	ADP
crl-15128	148	8	the	the	DET
crl-15128	148	9	desired	desire	VERB
crl-15128	148	10	service	service	NOUN
crl-15128	148	11	level	level	NOUN
crl-15128	148	12	.	.	PUNCT
crl-15128	149	1	altogether	altogether	ADV
crl-15128	149	2	,	,	PUNCT
crl-15128	149	3	the	the	DET
crl-15128	149	4	data	datum	NOUN
crl-15128	149	5	clearly	clearly	ADV
crl-15128	149	6	indicate	indicate	VERB
crl-15128	149	7	that	that	SCONJ
crl-15128	149	8	there	there	PRON
crl-15128	149	9	is	be	VERB
crl-15128	149	10	a	a	DET
crl-15128	149	11	mismatch	mismatch	NOUN
crl-15128	149	12	between	between	ADP
crl-15128	149	13	the	the	DET
crl-15128	149	14	priorities	priority	NOUN
crl-15128	149	15	expressed	express	VERB
crl-15128	149	16	by	by	ADP
crl-15128	149	17	the	the	DET
crl-15128	149	18	library	library	PROPN
crl-15128	149	19	�	�	PROPN
crl-15128	149	20	s	s	PART
crl-15128	149	21	customers	customer	NOUN
crl-15128	149	22	and	and	CCONJ
crl-15128	149	23	the	the	DET
crl-15128	149	24	levels	level	NOUN
crl-15128	149	25	of	of	ADP
crl-15128	149	26	service	service	NOUN
crl-15128	149	27	quality	quality	NOUN
crl-15128	149	28	delivered	deliver	VERB
crl-15128	149	29	by	by	ADP
crl-15128	149	30	the	the	DET
crl-15128	149	31	library	library	NOUN
crl-15128	149	32	.	.	PUNCT
crl-15128	150	1	topics	topic	NOUN
crl-15128	150	2	for	for	ADP
crl-15128	150	3	further	further	ADJ
crl-15128	150	4	investigation	investigation	NOUN
crl-15128	150	5	several	several	ADJ
crl-15128	150	6	variables	variable	NOUN
crl-15128	150	7	may	may	AUX
crl-15128	150	8	have	have	AUX
crl-15128	150	9	impacted	impact	VERB
crl-15128	150	10	the	the	DET
crl-15128	150	11	outcome	outcome	NOUN
crl-15128	150	12	of	of	ADP
crl-15128	150	13	this	this	DET
crl-15128	150	14	investigation	investigation	NOUN
crl-15128	150	15	.	.	PUNCT
crl-15128	151	1	for	for	ADP
crl-15128	151	2	example	example	NOUN
crl-15128	151	3	,	,	PUNCT
crl-15128	151	4	an	an	DET
crl-15128	151	5	individual	individual	ADJ
crl-15128	151	6	�	�	PROPN
crl-15128	151	7	s	s	PART
crl-15128	151	8	frequency	frequency	NOUN
crl-15128	151	9	of	of	ADP
crl-15128	151	10	visitation	visitation	NOUN
crl-15128	151	11	to	to	ADP
crl-15128	151	12	the	the	DET
crl-15128	151	13	library	library	NOUN
crl-15128	151	14	may	may	AUX
crl-15128	151	15	have	have	AUX
crl-15128	151	16	influenced	influence	VERB
crl-15128	151	17	survey	survey	NOUN
crl-15128	151	18	scores	score	NOUN
crl-15128	151	19	.	.	PUNCT
crl-15128	152	1	also	also	ADV
crl-15128	152	2	,	,	PUNCT
crl-15128	152	3	services	service	NOUN
crl-15128	152	4	provided	provide	VERB
crl-15128	152	5	to	to	ADP
crl-15128	152	6	customers	customer	NOUN
crl-15128	152	7	vary	vary	VERB
crl-15128	152	8	by	by	ADP
crl-15128	152	9	customer	customer	NOUN
crl-15128	152	10	status	status	NOUN
crl-15128	152	11	(	(	PUNCT
crl-15128	152	12	i.e.	i.e.	X
crl-15128	152	13	,	,	PUNCT
crl-15128	152	14	faculty	faculty	NOUN
crl-15128	152	15	,	,	PUNCT
crl-15128	152	16	undergraduate	undergraduate	NOUN
crl-15128	152	17	,	,	PUNCT
crl-15128	152	18	etc	etc	X
crl-15128	152	19	.	.	X
crl-15128	152	20	)	)	PUNCT
crl-15128	152	21	.	.	PUNCT
crl-15128	153	1	those	those	PRON
crl-15128	153	2	only	only	ADV
crl-15128	153	3	receiving	receive	VERB
crl-15128	153	4	baseline	baseline	NOUN
crl-15128	153	5	services	service	NOUN
crl-15128	153	6	may	may	AUX
crl-15128	153	7	have	have	AUX
crl-15128	153	8	evaluated	evaluate	VERB
crl-15128	153	9	the	the	DET
crl-15128	153	10	library	library	NOUN
crl-15128	153	11	more	more	ADV
crl-15128	153	12	harshly	harshly	ADV
crl-15128	153	13	in	in	ADP
crl-15128	153	14	some	some	DET
crl-15128	153	15	areas	area	NOUN
crl-15128	153	16	.	.	PUNCT
crl-15128	154	1	the	the	DET
crl-15128	154	2	survey	survey	NOUN
crl-15128	154	3	instrument	instrument	NOUN
crl-15128	154	4	was	be	AUX
crl-15128	154	5	rather	rather	ADV
crl-15128	154	6	lengthy	lengthy	ADJ
crl-15128	154	7	,	,	PUNCT
crl-15128	154	8	and	and	CCONJ
crl-15128	154	9	perhaps	perhaps	ADV
crl-15128	154	10	some	some	DET
crl-15128	154	11	individuals	individual	NOUN
crl-15128	154	12	did	do	AUX
crl-15128	154	13	not	not	PART
crl-15128	154	14	take	take	VERB
crl-15128	154	15	the	the	DET
crl-15128	154	16	time	time	NOUN
crl-15128	154	17	to	to	PART
crl-15128	154	18	thoroughly	thoroughly	ADV
crl-15128	154	19	read	read	VERB
crl-15128	154	20	through	through	ADP
crl-15128	154	21	it	it	PRON
crl-15128	154	22	.	.	PUNCT
crl-15128	155	1	for	for	ADP
crl-15128	155	2	future	future	ADJ
crl-15128	155	3	surveys	survey	NOUN
crl-15128	155	4	,	,	PUNCT
crl-15128	155	5	more	more	ADJ
crl-15128	155	6	effort	effort	NOUN
crl-15128	155	7	should	should	AUX
crl-15128	155	8	be	be	AUX
crl-15128	155	9	placed	place	VERB
crl-15128	155	10	on	on	ADP
crl-15128	155	11	increasing	increase	VERB
crl-15128	155	12	the	the	DET
crl-15128	155	13	response	response	NOUN
crl-15128	155	14	rate	rate	NOUN
crl-15128	155	15	of	of	ADP
crl-15128	155	16	38	38	NUM
crl-15128	155	17	percent	percent	NOUN
crl-15128	155	18	.	.	PUNCT
crl-15128	156	1	a	a	DET
crl-15128	156	2	higher	high	ADJ
crl-15128	156	3	response	response	NOUN
crl-15128	156	4	rate	rate	NOUN
crl-15128	156	5	will	will	AUX
crl-15128	156	6	ensure	ensure	VERB
crl-15128	156	7	more	more	ADJ
crl-15128	156	8	confidence	confidence	NOUN
crl-15128	156	9	in	in	ADP
crl-15128	156	10	the	the	DET
crl-15128	156	11	validity	validity	NOUN
crl-15128	156	12	of	of	ADP
crl-15128	156	13	the	the	DET
crl-15128	156	14	survey	survey	NOUN
crl-15128	156	15	data	datum	NOUN
crl-15128	156	16	as	as	SCONJ
crl-15128	156	17	they	they	PRON
crl-15128	156	18	apply	apply	VERB
crl-15128	156	19	to	to	ADP
crl-15128	156	20	all	all	DET
crl-15128	156	21	library	library	ADJ
crl-15128	156	22	customers	customer	NOUN
crl-15128	156	23	.	.	PUNCT
crl-15128	157	1	various	various	ADJ
crl-15128	157	2	teams	team	NOUN
crl-15128	157	3	,	,	PUNCT
crl-15128	157	4	referred	refer	VERB
crl-15128	157	5	to	to	ADP
crl-15128	157	6	as	as	ADP
crl-15128	157	7	clouds	cloud	NOUN
crl-15128	157	8	,	,	PUNCT
crl-15128	157	9	have	have	AUX
crl-15128	157	10	been	be	AUX
crl-15128	157	11	created	create	VERB
crl-15128	157	12	in	in	ADP
crl-15128	157	13	the	the	DET
crl-15128	157	14	library	library	NOUN
crl-15128	157	15	to	to	PART
crl-15128	157	16	address	address	VERB
crl-15128	157	17	issues	issue	NOUN
crl-15128	157	18	of	of	ADP
crl-15128	157	19	service	service	NOUN
crl-15128	157	20	quality	quality	NOUN
crl-15128	157	21	pertinent	pertinent	NOUN
crl-15128	157	22	to	to	ADP
crl-15128	157	23	library	library	ADJ
crl-15128	157	24	customers	customer	NOUN
crl-15128	157	25	.	.	PUNCT
crl-15128	158	1	the	the	DET
crl-15128	158	2	term	term	NOUN
crl-15128	158	3	clouds	cloud	NOUN
crl-15128	158	4	is	be	AUX
crl-15128	158	5	used	use	VERB
crl-15128	158	6	because	because	SCONJ
crl-15128	158	7	each	each	DET
crl-15128	158	8	team	team	NOUN
crl-15128	158	9	is	be	AUX
crl-15128	158	10	composed	compose	VERB
crl-15128	158	11	of	of	ADP
crl-15128	158	12	personnel	personnel	NOUN
crl-15128	158	13	from	from	ADP
crl-15128	158	14	various	various	ADJ
crl-15128	158	15	units	unit	NOUN
crl-15128	158	16	;	;	PUNCT
crl-15128	158	17	hence	hence	ADV
crl-15128	158	18	,	,	PUNCT
crl-15128	158	19	membership	membership	NOUN
crl-15128	158	20	shifts	shift	NOUN
crl-15128	158	21	across	across	ADP
crl-15128	158	22	the	the	DET
crl-15128	158	23	organization	organization	NOUN
crl-15128	158	24	.	.	PUNCT
crl-15128	159	1	the	the	DET
crl-15128	159	2	teams	team	NOUN
crl-15128	159	3	have	have	AUX
crl-15128	159	4	devised	devise	VERB
crl-15128	159	5	strategic	strategic	ADJ
crl-15128	159	6	plans	plan	NOUN
crl-15128	159	7	to	to	PART
crl-15128	159	8	bring	bring	VERB
crl-15128	159	9	the	the	DET
crl-15128	159	10	present	present	ADJ
crl-15128	159	11	level	level	NOUN
crl-15128	159	12	of	of	ADP
crl-15128	159	13	service	service	NOUN
crl-15128	159	14	up	up	ADP
crl-15128	159	15	to	to	ADP
crl-15128	159	16	the	the	DET
crl-15128	159	17	customers	customer	NOUN
crl-15128	159	18	�	�	PROPN
crl-15128	159	19	desired	desire	VERB
crl-15128	159	20	level	level	NOUN
crl-15128	159	21	.	.	PUNCT
crl-15128	160	1	a	a	DET
crl-15128	160	2	library	library	ADJ
crl-15128	160	3	advisory	advisory	PROPN
crl-15128	160	4	committee	committee	NOUN
crl-15128	160	5	consisting	consist	VERB
crl-15128	160	6	of	of	ADP
crl-15128	160	7	students	student	NOUN
crl-15128	160	8	,	,	PUNCT
crl-15128	160	9	faculty	faculty	NOUN
crl-15128	160	10	,	,	PUNCT
crl-15128	160	11	and	and	CCONJ
crl-15128	160	12	library	library	NOUN
crl-15128	160	13	administrators	administrator	NOUN
crl-15128	160	14	has	have	AUX
crl-15128	160	15	been	be	AUX
crl-15128	160	16	created	create	VERB
crl-15128	160	17	.	.	PUNCT
crl-15128	161	1	this	this	DET
crl-15128	161	2	committee	committee	NOUN
crl-15128	161	3	will	will	AUX
crl-15128	161	4	review	review	VERB
crl-15128	161	5	the	the	DET
crl-15128	161	6	recommendations	recommendation	NOUN
crl-15128	161	7	of	of	ADP
crl-15128	161	8	the	the	DET
crl-15128	161	9	clouds	cloud	NOUN
crl-15128	161	10	to	to	PART
crl-15128	161	11	ensure	ensure	VERB
crl-15128	161	12	that	that	SCONJ
crl-15128	161	13	the	the	DET
crl-15128	161	14	issues	issue	NOUN
crl-15128	161	15	most	most	ADV
crl-15128	161	16	urgent	urgent	ADJ
crl-15128	161	17	to	to	ADP
crl-15128	161	18	library	library	NOUN
crl-15128	161	19	users	user	NOUN
crl-15128	161	20	are	be	AUX
crl-15128	161	21	being	be	AUX
crl-15128	161	22	addressed	address	VERB
crl-15128	161	23	.	.	PUNCT
crl-15128	162	1	a	a	DET
crl-15128	162	2	future	future	ADJ
crl-15128	162	3	survey	survey	NOUN
crl-15128	162	4	,	,	PUNCT
crl-15128	162	5	scheduled	schedule	VERB
crl-15128	162	6	for	for	ADP
crl-15128	162	7	spring	spring	NOUN
crl-15128	162	8	1997	1997	NUM
crl-15128	162	9	,	,	PUNCT
crl-15128	162	10	will	will	AUX
crl-15128	162	11	show	show	VERB
crl-15128	162	12	the	the	DET
crl-15128	162	13	impact	impact	NOUN
crl-15128	162	14	of	of	ADP
crl-15128	162	15	the	the	DET
crl-15128	162	16	teams	team	NOUN
crl-15128	162	17	on	on	ADP
crl-15128	162	18	library	library	PROPN
crl-15128	162	19	service	service	NOUN
crl-15128	162	20	quality	quality	NOUN
crl-15128	162	21	.	.	PUNCT
crl-15128	163	1	comments	comment	NOUN
crl-15128	163	2	from	from	ADP
crl-15128	163	3	survey	survey	NOUN
crl-15128	163	4	participants	participant	NOUN
crl-15128	163	5	indicated	indicate	VERB
crl-15128	163	6	that	that	SCONJ
crl-15128	163	7	library	library	NOUN
crl-15128	163	8	users	user	NOUN
crl-15128	163	9	do	do	AUX
crl-15128	163	10	not	not	PART
crl-15128	163	11	look	look	VERB
crl-15128	163	12	at	at	ADP
crl-15128	163	13	the	the	DET
crl-15128	163	14	operation	operation	NOUN
crl-15128	163	15	of	of	ADP
crl-15128	163	16	individual	individual	ADJ
crl-15128	163	17	units	unit	NOUN
crl-15128	163	18	within	within	ADP
crl-15128	163	19	the	the	DET
crl-15128	163	20	library	library	NOUN
crl-15128	163	21	system	system	NOUN
crl-15128	163	22	but	but	CCONJ
crl-15128	163	23	,	,	PUNCT
crl-15128	163	24	instead	instead	ADV
crl-15128	163	25	,	,	PUNCT
crl-15128	163	26	view	view	VERB
crl-15128	163	27	the	the	DET
crl-15128	163	28	library	library	NOUN
crl-15128	163	29	as	as	ADP
crl-15128	163	30	one	one	NUM
crl-15128	163	31	enterprise	enterprise	NOUN
crl-15128	163	32	.	.	PUNCT
crl-15128	164	1	for	for	ADP
crl-15128	164	2	example	example	NOUN
crl-15128	164	3	,	,	PUNCT
crl-15128	164	4	survey	survey	NOUN
crl-15128	164	5	participants	participant	NOUN
crl-15128	164	6	expressed	express	VERB
crl-15128	164	7	dissatisfaction	dissatisfaction	NOUN
crl-15128	164	8	with	with	ADP
crl-15128	164	9	book	book	NOUN
crl-15128	164	10	availability	availability	NOUN
crl-15128	164	11	within	within	ADP
crl-15128	164	12	the	the	DET
crl-15128	164	13	reliability	reliability	NOUN
crl-15128	164	14	was	be	AUX
crl-15128	164	15	ranked	rank	VERB
crl-15128	164	16	as	as	ADP
crl-15128	164	17	the	the	DET
crl-15128	164	18	most	most	ADV
crl-15128	164	19	important	important	ADJ
crl-15128	164	20	dimension	dimension	NOUN
crl-15128	164	21	for	for	ADP
crl-15128	164	22	measuring	measure	VERB
crl-15128	164	23	quality	quality	NOUN
crl-15128	164	24	;	;	PUNCT
crl-15128	164	25	unfortunately	unfortunately	ADV
crl-15128	164	26	,	,	PUNCT
crl-15128	164	27	perception	perception	NOUN
crl-15128	164	28	of	of	ADP
crl-15128	164	29	the	the	DET
crl-15128	164	30	library	library	PROPN
crl-15128	164	31	�	�	PROPN
crl-15128	164	32	s	s	PART
crl-15128	164	33	performance	performance	NOUN
crl-15128	164	34	was	be	AUX
crl-15128	164	35	lowest	low	ADJ
crl-15128	164	36	for	for	ADP
crl-15128	164	37	this	this	DET
crl-15128	164	38	dimension	dimension	NOUN
crl-15128	164	39	.	.	PUNCT
crl-15128	165	1	toward	toward	ADP
crl-15128	165	2	a	a	DET
crl-15128	165	3	tqm	tqm	ADJ
crl-15128	165	4	paradigm	paradigm	NOUN
crl-15128	165	5	249	249	NUM
crl-15128	165	6	notes	note	NOUN
crl-15128	165	7	1	1	NUM
crl-15128	165	8	.	.	PUNCT
crl-15128	166	1	rosanna	rosanna	PROPN
crl-15128	166	2	m.	m.	PROPN
crl-15128	166	3	o	o	PROPN
crl-15128	166	4	�	�	PROPN
crl-15128	166	5	neil	neil	PROPN
crl-15128	166	6	,	,	PUNCT
crl-15128	166	7	total	total	ADJ
crl-15128	166	8	quality	quality	NOUN
crl-15128	166	9	management	management	NOUN
crl-15128	166	10	in	in	ADP
crl-15128	166	11	libraries	library	NOUN
crl-15128	166	12	:	:	PUNCT
crl-15128	166	13	a	a	DET
crl-15128	166	14	sourcebook	sourcebook	NOUN
crl-15128	166	15	(	(	PUNCT
crl-15128	166	16	englewood	englewood	PROPN
crl-15128	166	17	,	,	PUNCT
crl-15128	166	18	colo	colo	PROPN
crl-15128	166	19	.	.	PUNCT
crl-15128	167	1	:	:	PUNCT
crl-15128	167	2	libraries	library	NOUN
crl-15128	167	3	unlimited	unlimited	ADJ
crl-15128	167	4	,	,	PUNCT
crl-15128	167	5	1994	1994	NUM
crl-15128	167	6	)	)	PUNCT
crl-15128	167	7	,	,	PUNCT
crl-15128	167	8	2	2	NUM
crl-15128	167	9	.	.	SYM
crl-15128	167	10	2	2	NUM
crl-15128	167	11	.	.	PUNCT
crl-15128	168	1	valarie	valarie	PROPN
crl-15128	168	2	a.	a.	PROPN
crl-15128	168	3	zeithaml	zeithaml	PROPN
crl-15128	168	4	,	,	PUNCT
crl-15128	168	5	a.	a.	NOUN
crl-15128	168	6	purasuraman	purasuraman	NOUN
crl-15128	168	7	,	,	PUNCT
crl-15128	168	8	and	and	CCONJ
crl-15128	168	9	leonard	leonard	PROPN
crl-15128	168	10	l.	l.	PROPN
crl-15128	168	11	berry	berry	PROPN
crl-15128	168	12	,	,	PUNCT
crl-15128	168	13	delivering	deliver	VERB
crl-15128	168	14	quality	quality	NOUN
crl-15128	168	15	service	service	NOUN
crl-15128	168	16	:	:	PUNCT
crl-15128	168	17	balancing	balance	VERB
crl-15128	168	18	customer	customer	NOUN
crl-15128	168	19	perceptions	perception	NOUN
crl-15128	168	20	and	and	CCONJ
crl-15128	168	21	expectations	expectation	NOUN
crl-15128	168	22	(	(	PUNCT
crl-15128	168	23	new	new	PROPN
crl-15128	168	24	york	york	PROPN
crl-15128	168	25	:	:	PUNCT
crl-15128	168	26	free	free	ADJ
crl-15128	168	27	pr	pr	NOUN
crl-15128	168	28	.	.	PROPN
crl-15128	168	29	,	,	PUNCT
crl-15128	168	30	1990	1990	NUM
crl-15128	168	31	)	)	PUNCT
crl-15128	168	32	,	,	PUNCT
crl-15128	168	33	19	19	NUM
crl-15128	168	34	�	�	NOUN
crl-15128	168	35	26	26	NUM
crl-15128	168	36	.	.	PUNCT
crl-15128	168	37	3	3	NUM
crl-15128	168	38	.	.	PUNCT
crl-15128	169	1	o	o	PROPN
crl-15128	169	2	�	�	PROPN
crl-15128	169	3	neil	neil	PROPN
crl-15128	169	4	,	,	PUNCT
crl-15128	169	5	total	total	ADJ
crl-15128	169	6	quality	quality	NOUN
crl-15128	169	7	management	management	NOUN
crl-15128	169	8	in	in	ADP
crl-15128	169	9	libraries	library	NOUN
crl-15128	169	10	,	,	PUNCT
crl-15128	169	11	6	6	NUM
crl-15128	169	12	�	�	NOUN
crl-15128	169	13	7	7	NUM
crl-15128	169	14	.	.	NOUN
crl-15128	169	15	4	4	NUM
crl-15128	169	16	.	.	PUNCT
crl-15128	170	1	françoise	françoise	PROPN
crl-15128	170	2	hebert	hebert	PROPN
crl-15128	170	3	,	,	PUNCT
crl-15128	170	4	�	�	PROPN
crl-15128	170	5	service	service	NOUN
crl-15128	170	6	quality	quality	NOUN
crl-15128	170	7	:	:	PUNCT
crl-15128	170	8	an	an	DET
crl-15128	170	9	unobtrusive	unobtrusive	ADJ
crl-15128	170	10	investigation	investigation	NOUN
crl-15128	170	11	of	of	ADP
crl-15128	170	12	interlibrary	interlibrary	ADJ
crl-15128	170	13	loan	loan	NOUN
crl-15128	170	14	in	in	ADP
crl-15128	170	15	large	large	ADJ
crl-15128	170	16	public	public	ADJ
crl-15128	170	17	libraries	library	NOUN
crl-15128	170	18	in	in	ADP
crl-15128	170	19	canada	canada	PROPN
crl-15128	170	20	,	,	PUNCT
crl-15128	170	21	�	�	PROPN
crl-15128	170	22	lisr	lisr	NOUN
crl-15128	170	23	16	16	NUM
crl-15128	170	24	(	(	PUNCT
crl-15128	170	25	1994	1994	NUM
crl-15128	170	26	):	):	PUNCT
crl-15128	170	27	3	3	NUM
crl-15128	170	28	�	�	NOUN
crl-15128	170	29	21	21	NUM
crl-15128	170	30	.	.	PUNCT
crl-15128	170	31	5	5	NUM
crl-15128	170	32	.	.	PUNCT
crl-15128	171	1	valarie	valarie	PROPN
crl-15128	171	2	a.	a.	PROPN
crl-15128	171	3	zeithaml	zeithaml	PROPN
crl-15128	171	4	,	,	PUNCT
crl-15128	171	5	leonard	leonard	PROPN
crl-15128	171	6	l.	l.	PROPN
crl-15128	171	7	berry	berry	PROPN
crl-15128	171	8	,	,	PUNCT
crl-15128	171	9	and	and	CCONJ
crl-15128	171	10	a.	a.	NOUN
crl-15128	171	11	parasuraman	parasuraman	NOUN
crl-15128	171	12	,	,	PUNCT
crl-15128	171	13	�	�	VERB
crl-15128	171	14	the	the	DET
crl-15128	171	15	nature	nature	NOUN
crl-15128	171	16	and	and	CCONJ
crl-15128	171	17	determinants	determinant	NOUN
crl-15128	171	18	of	of	ADP
crl-15128	171	19	customer	customer	NOUN
crl-15128	171	20	expectations	expectation	NOUN
crl-15128	171	21	of	of	ADP
crl-15128	171	22	service	service	NOUN
crl-15128	171	23	,	,	PUNCT
crl-15128	171	24	�	�	PROPN
crl-15128	171	25	journal	journal	NOUN
crl-15128	171	26	of	of	ADP
crl-15128	171	27	the	the	DET
crl-15128	171	28	academy	academy	NOUN
crl-15128	171	29	of	of	ADP
crl-15128	171	30	marketing	marketing	NOUN
crl-15128	171	31	science	science	NOUN
crl-15128	171	32	21	21	NUM
crl-15128	171	33	,	,	PUNCT
crl-15128	171	34	no	no	INTJ
crl-15128	171	35	.	.	NOUN
crl-15128	171	36	1	1	NUM
crl-15128	171	37	(	(	PUNCT
crl-15128	171	38	1993	1993	NUM
crl-15128	171	39	):	):	PUNCT
crl-15128	171	40	1	1	NUM
crl-15128	171	41	�	�	NOUN
crl-15128	171	42	12	12	NUM
crl-15128	171	43	.	.	PUNCT
crl-15128	171	44	6	6	NUM
crl-15128	171	45	.	.	PUNCT
crl-15128	172	1	zeithaml	zeithaml	PROPN
crl-15128	172	2	,	,	PUNCT
crl-15128	172	3	purasuraman	purasuraman	NOUN
crl-15128	172	4	,	,	PUNCT
crl-15128	172	5	and	and	CCONJ
crl-15128	172	6	berry	berry	VERB
crl-15128	172	7	,	,	PUNCT
crl-15128	172	8	delivering	deliver	VERB
crl-15128	172	9	quality	quality	NOUN
crl-15128	172	10	service	service	NOUN
crl-15128	172	11	,	,	PUNCT
crl-15128	172	12	19	19	NUM
crl-15128	172	13	�	�	NOUN
crl-15128	172	14	26	26	NUM
crl-15128	172	15	.	.	NOUN
crl-15128	172	16	7	7	NUM
crl-15128	172	17	.	.	PUNCT
crl-15128	173	1	zeithaml	zeithaml	PROPN
crl-15128	173	2	,	,	PUNCT
crl-15128	173	3	berry	berry	NOUN
crl-15128	173	4	,	,	PUNCT
crl-15128	173	5	and	and	CCONJ
crl-15128	173	6	parasuraman	parasuraman	NOUN
crl-15128	173	7	,	,	PUNCT
crl-15128	173	8	�	�	VERB
crl-15128	173	9	the	the	DET
crl-15128	173	10	nature	nature	NOUN
crl-15128	173	11	and	and	CCONJ
crl-15128	173	12	determinants	determinant	NOUN
crl-15128	173	13	of	of	ADP
crl-15128	173	14	customer	customer	NOUN
crl-15128	173	15	expectations	expectation	NOUN
crl-15128	173	16	of	of	ADP
crl-15128	173	17	service	service	NOUN
crl-15128	173	18	,	,	PUNCT
crl-15128	173	19	�	�	PROPN
crl-15128	173	20	1	1	NUM
crl-15128	173	21	�	�	PROPN
crl-15128	173	22	12	12	NUM
crl-15128	173	23	.	.	NOUN
crl-15128	173	24	8	8	NUM
crl-15128	173	25	.	.	PUNCT
crl-15128	174	1	marilyn	marilyn	PROPN
crl-15128	174	2	d.	d.	PROPN
crl-15128	174	3	white	white	PROPN
crl-15128	174	4	and	and	CCONJ
crl-15128	174	5	eileen	eileen	PROPN
crl-15128	174	6	g.	g.	PROPN
crl-15128	174	7	abels	abels	PROPN
crl-15128	174	8	,	,	PUNCT
crl-15128	174	9	�	�	NOUN
crl-15128	174	10	measuring	measure	VERB
crl-15128	174	11	service	service	NOUN
crl-15128	174	12	quality	quality	NOUN
crl-15128	174	13	in	in	ADP
crl-15128	174	14	special	special	ADJ
crl-15128	174	15	libraries	library	NOUN
crl-15128	174	16	:	:	PUNCT
crl-15128	174	17	lessons	lesson	NOUN
crl-15128	174	18	from	from	ADP
crl-15128	174	19	service	service	NOUN
crl-15128	174	20	marketing	marketing	NOUN
crl-15128	174	21	,	,	PUNCT
crl-15128	174	22	�	�	PROPN
crl-15128	174	23	special	special	ADJ
crl-15128	174	24	libraries	library	NOUN
crl-15128	174	25	86	86	NUM
crl-15128	174	26	,	,	PUNCT
crl-15128	174	27	no	no	INTJ
crl-15128	174	28	.	.	NOUN
crl-15128	174	29	4	4	NUM
crl-15128	174	30	(	(	PUNCT
crl-15128	174	31	1995	1995	NUM
crl-15128	174	32	):	):	PUNCT
crl-15128	174	33	36	36	NUM
crl-15128	174	34	�	�	NUM
crl-15128	174	35	45	45	NUM
crl-15128	174	36	.	.	NOUN
crl-15128	174	37	9	9	NUM
crl-15128	174	38	.	.	PUNCT
crl-15128	175	1	zeithaml	zeithaml	PROPN
crl-15128	175	2	,	,	PUNCT
crl-15128	175	3	purasuraman	purasuraman	NOUN
crl-15128	175	4	,	,	PUNCT
crl-15128	175	5	and	and	CCONJ
crl-15128	175	6	berry	berry	VERB
crl-15128	175	7	,	,	PUNCT
crl-15128	175	8	delivering	deliver	VERB
crl-15128	175	9	quality	quality	NOUN
crl-15128	175	10	service	service	NOUN
crl-15128	175	11	,	,	PUNCT
crl-15128	175	12	19	19	NUM
crl-15128	175	13	.	.	NOUN
crl-15128	175	14	1	1	NUM
crl-15128	175	15	0	0	NUM
crl-15128	175	16	.	.	PUNCT
crl-15128	176	1	ibid	ibid	PROPN
crl-15128	176	2	.	.	PUNCT
crl-15128	176	3	,	,	PUNCT
crl-15128	176	4	181	181	NUM
crl-15128	176	5	�	�	NOUN
crl-15128	176	6	86	86	NUM
crl-15128	176	7	.	.	NOUN
crl-15128	176	8	1	1	NUM
crl-15128	176	9	1	1	NUM
crl-15128	176	10	.	.	PUNCT
crl-15128	177	1	ibid	ibid	PROPN
crl-15128	177	2	.	.	PUNCT
crl-15128	178	1	,	,	PUNCT
crl-15128	178	2	26	26	NUM
crl-15128	178	3	.	.	NOUN
crl-15128	178	4	1	1	NUM
crl-15128	178	5	2	2	NUM
crl-15128	178	6	.	.	PUNCT
crl-15128	179	1	leonard	leonard	PROPN
crl-15128	179	2	l.	l.	PROPN
crl-15128	179	3	berry	berry	PROPN
crl-15128	179	4	,	,	PUNCT
crl-15128	179	5	interview	interview	NOUN
crl-15128	179	6	by	by	ADP
crl-15128	179	7	linda	linda	PROPN
crl-15128	179	8	bair	bair	PROPN
crl-15128	179	9	and	and	CCONJ
crl-15128	179	10	bill	bill	PROPN
crl-15128	179	11	chollett	chollett	PROPN
crl-15128	179	12	,	,	PUNCT
crl-15128	179	13	texas	texas	PROPN
crl-15128	179	14	a&m	a&m	PROPN
crl-15128	179	15	university	university	PROPN
crl-15128	179	16	,	,	PUNCT
crl-15128	179	17	june	june	PROPN
crl-15128	179	18	1994	1994	NUM
crl-15128	179	19	.	.	PUNCT
crl-15128	180	1	1	1	NUM
crl-15128	180	2	3	3	NUM
crl-15128	180	3	.	.	PUNCT
crl-15128	181	1	zeithaml	zeithaml	PROPN
crl-15128	181	2	,	,	PUNCT
crl-15128	181	3	purasuraman	purasuraman	NOUN
crl-15128	181	4	,	,	PUNCT
crl-15128	181	5	and	and	CCONJ
crl-15128	181	6	berry	berry	VERB
crl-15128	181	7	,	,	PUNCT
crl-15128	181	8	delivering	deliver	VERB
crl-15128	181	9	quality	quality	NOUN
crl-15128	181	10	service	service	NOUN
crl-15128	181	11	,	,	PUNCT
crl-15128	181	12	176	176	NUM
crl-15128	181	13	�	�	PROPN
crl-15128	181	14	77	77	NUM
crl-15128	181	15	.	.	NOUN
crl-15128	181	16	1	1	NUM
crl-15128	181	17	4	4	NUM
crl-15128	181	18	.	.	PUNCT
crl-15128	182	1	ibid	ibid	PROPN
crl-15128	182	2	.	.	PUNCT
crl-15128	183	1	,	,	PUNCT
crl-15128	183	2	28	28	NUM
crl-15128	183	3	.	.	NOUN
crl-15128	183	4	1	1	NUM
crl-15128	183	5	5	5	NUM
crl-15128	183	6	.	.	PUNCT
crl-15128	184	1	ibid	ibid	PROPN
crl-15128	184	2	.	.	PUNCT
crl-15128	184	3	,	,	PUNCT
crl-15128	184	4	19	19	NUM
crl-15128	184	5	.	.	X
crl-15128	184	6	library	library	NOUN
crl-15128	184	7	but	but	CCONJ
crl-15128	184	8	did	do	AUX
crl-15128	184	9	not	not	PART
crl-15128	184	10	specifically	specifically	ADV
crl-15128	184	11	attack	attack	VERB
crl-15128	184	12	the	the	DET
crl-15128	184	13	circulation	circulation	NOUN
crl-15128	184	14	department	department	NOUN
crl-15128	184	15	,	,	PUNCT
crl-15128	184	16	which	which	PRON
crl-15128	184	17	is	be	AUX
crl-15128	184	18	responsible	responsible	ADJ
crl-15128	184	19	for	for	ADP
crl-15128	184	20	shelving	shelving	NOUN
crl-15128	184	21	,	,	PUNCT
crl-15128	184	22	or	or	CCONJ
crl-15128	184	23	collection	collection	NOUN
crl-15128	184	24	development	development	NOUN
crl-15128	184	25	,	,	PUNCT
crl-15128	184	26	which	which	PRON
crl-15128	184	27	reorders	reorder	NOUN
crl-15128	184	28	missing	miss	VERB
crl-15128	184	29	materials	material	NOUN
crl-15128	184	30	.	.	PUNCT
crl-15128	185	1	the	the	DET
crl-15128	185	2	challenge	challenge	NOUN
crl-15128	185	3	for	for	ADP
crl-15128	185	4	the	the	DET
crl-15128	185	5	evans	evans	PROPN
crl-15128	185	6	library	library	NOUN
crl-15128	185	7	is	be	AUX
crl-15128	185	8	to	to	PART
crl-15128	185	9	provide	provide	VERB
crl-15128	185	10	great	great	ADJ
crl-15128	185	11	service	service	NOUN
crl-15128	185	12	as	as	ADP
crl-15128	185	13	a	a	DET
crl-15128	185	14	system	system	NOUN
crl-15128	185	15	by	by	ADP
crl-15128	185	16	continually	continually	ADV
crl-15128	185	17	improving	improve	VERB
crl-15128	185	18	upon	upon	SCONJ
crl-15128	185	19	the	the	DET
crl-15128	185	20	services	service	NOUN
crl-15128	185	21	provided	provide	VERB
crl-15128	185	22	by	by	ADP
crl-15128	185	23	each	each	DET
crl-15128	185	24	unit	unit	NOUN
crl-15128	185	25	.	.	PUNCT