id	sid	tid	token	lemma	pos
crl-15193	1	1	untitled-1	untitled-1	PRON
crl-15193	1	2	156	156	NUM
crl-15193	1	3	college	college	PROPN
crl-15193	1	4	&	&	CCONJ
crl-15193	1	5	research	research	PROPN
crl-15193	1	6	libraries	library	NOUN
crl-15193	1	7	march	march	PROPN
crl-15193	1	8	1998	1998	NUM
crl-15193	1	9	explaining	explain	VERB
crl-15193	1	10	user	user	NOUN
crl-15193	1	11	satisfaction	satisfaction	NOUN
crl-15193	1	12	with	with	ADP
crl-15193	1	13	academic	academic	ADJ
crl-15193	1	14	libraries	library	NOUN
crl-15193	1	15	:	:	PUNCT
crl-15193	1	16	strategic	strategic	ADJ
crl-15193	1	17	implications	implication	NOUN
crl-15193	1	18	syed	sye	VERB
crl-15193	1	19	saad	saad	PROPN
crl-15193	1	20	andaleeb	andaleeb	PROPN
crl-15193	1	21	and	and	CCONJ
crl-15193	1	22	patience	patience	PROPN
crl-15193	1	23	l.	l.	PROPN
crl-15193	1	24	simmonds	simmonds	PROPN
crl-15193	1	25	competitive	competitive	ADJ
crl-15193	1	26	pressures	pressure	NOUN
crl-15193	1	27	,	,	PUNCT
crl-15193	1	28	information	information	NOUN
crl-15193	1	29	availability	availability	NOUN
crl-15193	1	30	,	,	PUNCT
crl-15193	1	31	rising	rise	VERB
crl-15193	1	32	costs	cost	NOUN
crl-15193	1	33	,	,	PUNCT
crl-15193	1	34	and	and	CCONJ
crl-15193	1	35	an	an	DET
crl-15193	1	36	in­	in­	NOUN
crl-15193	1	37	creasingly	creasingly	ADV
crl-15193	1	38	aware	aware	ADJ
crl-15193	1	39	and	and	CCONJ
crl-15193	1	40	selective	selective	ADJ
crl-15193	1	41	student	student	NOUN
crl-15193	1	42	population	population	NOUN
crl-15193	1	43	mandate	mandate	NOUN
crl-15193	1	44	that	that	PRON
crl-15193	1	45	aca­	aca­	VERB
crl-15193	1	46	demic	demic	ADJ
crl-15193	1	47	libraries	library	NOUN
crl-15193	1	48	become	become	VERB
crl-15193	1	49	more	more	ADJ
crl-15193	1	50	user	user	NOUN
crl-15193	1	51	focused	focus	VERB
crl-15193	1	52	.	.	PUNCT
crl-15193	2	1	this	this	PRON
crl-15193	2	2	calls	call	VERB
crl-15193	2	3	for	for	ADP
crl-15193	2	4	a	a	DET
crl-15193	2	5	better	well	ADJ
crl-15193	2	6	under­	under­	ADJ
crl-15193	2	7	standing	standing	NOUN
crl-15193	2	8	of	of	ADP
crl-15193	2	9	the	the	DET
crl-15193	2	10	specific	specific	ADJ
crl-15193	2	11	needs	need	NOUN
crl-15193	2	12	of	of	ADP
crl-15193	2	13	library	library	NOUN
crl-15193	2	14	users	user	NOUN
crl-15193	2	15	in	in	ADP
crl-15193	2	16	order	order	NOUN
crl-15193	2	17	to	to	PART
crl-15193	2	18	provide	provide	VERB
crl-15193	2	19	the	the	DET
crl-15193	2	20	appropriate	appropriate	ADJ
crl-15193	2	21	type	type	NOUN
crl-15193	2	22	and	and	CCONJ
crl-15193	2	23	level	level	NOUN
crl-15193	2	24	of	of	ADP
crl-15193	2	25	service	service	NOUN
crl-15193	2	26	that	that	PRON
crl-15193	2	27	meets	meet	VERB
crl-15193	2	28	those	those	DET
crl-15193	2	29	needs	need	NOUN
crl-15193	2	30	.	.	PUNCT
crl-15193	3	1	this	this	DET
crl-15193	3	2	study	study	NOUN
crl-15193	3	3	proposes	propose	VERB
crl-15193	3	4	and	and	CCONJ
crl-15193	3	5	tests	test	VERB
crl-15193	3	6	a	a	DET
crl-15193	3	7	five	five	NUM
crl-15193	3	8	-	-	PUNCT
crl-15193	3	9	factor	factor	NOUN
crl-15193	3	10	model	model	NOUN
crl-15193	3	11	to	to	PART
crl-15193	3	12	explain	explain	VERB
crl-15193	3	13	user	user	NOUN
crl-15193	3	14	satisfaction	satisfaction	NOUN
crl-15193	3	15	with	with	ADP
crl-15193	3	16	academic	academic	ADJ
crl-15193	3	17	libraries	library	NOUN
crl-15193	3	18	.	.	PUNCT
crl-15193	4	1	students	student	NOUN
crl-15193	4	2	availing	avail	VERB
crl-15193	4	3	the	the	DET
crl-15193	4	4	services	service	NOUN
crl-15193	4	5	of	of	ADP
crl-15193	4	6	three	three	NUM
crl-15193	4	7	academic	academic	ADJ
crl-15193	4	8	libraries	library	NOUN
crl-15193	4	9	in	in	ADP
crl-15193	4	10	erie	erie	PROPN
crl-15193	4	11	,	,	PUNCT
crl-15193	4	12	pennsylvania	pennsylvania	PROPN
crl-15193	4	13	,	,	PUNCT
crl-15193	4	14	were	be	AUX
crl-15193	4	15	surveyed	survey	VERB
crl-15193	4	16	over	over	ADP
crl-15193	4	17	a	a	DET
crl-15193	4	18	period	period	NOUN
crl-15193	4	19	of	of	ADP
crl-15193	4	20	three	three	NUM
crl-15193	4	21	semesters	semester	NOUN
crl-15193	4	22	.	.	PUNCT
crl-15193	5	1	the	the	DET
crl-15193	5	2	model	model	NOUN
crl-15193	5	3	explained	explain	VERB
crl-15193	5	4	64	64	NUM
crl-15193	5	5	percent	percent	NOUN
crl-15193	5	6	of	of	ADP
crl-15193	5	7	the	the	DET
crl-15193	5	8	variation	variation	NOUN
crl-15193	5	9	in	in	ADP
crl-15193	5	10	the	the	DET
crl-15193	5	11	de­	de­	ADJ
crl-15193	5	12	pendent	pendent	PROPN
crl-15193	5	13	variable	variable	NOUN
crl-15193	5	14	.	.	PUNCT
crl-15193	6	1	strategic	strategic	ADJ
crl-15193	6	2	implications	implication	NOUN
crl-15193	6	3	of	of	ADP
crl-15193	6	4	the	the	DET
crl-15193	6	5	proposed	propose	VERB
crl-15193	6	6	model	model	NOUN
crl-15193	6	7	are	be	AUX
crl-15193	6	8	dis­	dis­	PROPN
crl-15193	6	9	cussed	cuss	VERB
crl-15193	6	10	.	.	PUNCT
crl-15193	7	1	oday	oday	PROPN
crl-15193	7	2	’s	’s	PART
crl-15193	7	3	academic	academic	ADJ
crl-15193	7	4	libraries	library	NOUN
crl-15193	7	5	are	be	AUX
crl-15193	7	6	confronted	confront	VERB
crl-15193	7	7	with	with	ADP
crl-15193	7	8	challenges	challenge	NOUN
crl-15193	7	9	on	on	ADP
crl-15193	7	10	several	several	ADJ
crl-15193	7	11	fronts	front	NOUN
crl-15193	7	12	:	:	PUNCT
crl-15193	7	13	megabookstores	megabookstore	NOUN
crl-15193	7	14	,	,	PUNCT
crl-15193	7	15	online	online	ADJ
crl-15193	7	16	information	information	NOUN
crl-15193	7	17	providers	provider	NOUN
crl-15193	7	18	,	,	PUNCT
crl-15193	7	19	multimedia	multimedia	NOUN
crl-15193	7	20	products	product	NOUN
crl-15193	7	21	,	,	PUNCT
crl-15193	7	22	document	document	NOUN
crl-15193	7	23	delivery	delivery	NOUN
crl-15193	7	24	services	service	NOUN
crl-15193	7	25	,	,	PUNCT
crl-15193	7	26	and	and	CCONJ
crl-15193	7	27	other	other	ADJ
crl-15193	7	28	competitive	competitive	ADJ
crl-15193	7	29	sources	source	NOUN
crl-15193	7	30	of	of	ADP
crl-15193	7	31	information	information	NOUN
crl-15193	7	32	are	be	AUX
crl-15193	7	33	apparently	apparently	ADV
crl-15193	7	34	threatening	threaten	VERB
crl-15193	7	35	their	their	PRON
crl-15193	7	36	role	role	NOUN
crl-15193	7	37	and	and	CCONJ
crl-15193	7	38	even	even	ADV
crl-15193	7	39	their	their	PRON
crl-15193	7	40	very	very	ADV
crl-15193	7	41	survival.1,2	survival.1,2	ADJ
crl-15193	7	42	with	with	ADP
crl-15193	7	43	evolving	evolve	VERB
crl-15193	7	44	technological	technological	ADJ
crl-15193	7	45	innovations	innovation	NOUN
crl-15193	7	46	and	and	CCONJ
crl-15193	7	47	the	the	DET
crl-15193	7	48	variety	variety	NOUN
crl-15193	7	49	and	and	CCONJ
crl-15193	7	50	abundance	abundance	NOUN
crl-15193	7	51	of	of	ADP
crl-15193	7	52	infor­	infor­	PROPN
crl-15193	7	53	mation	mation	PROPN
crl-15193	7	54	that	that	PRON
crl-15193	7	55	is	be	AUX
crl-15193	7	56	becoming	become	VERB
crl-15193	7	57	available	available	ADJ
crl-15193	7	58	to	to	ADP
crl-15193	7	59	in­	in­	NOUN
crl-15193	7	60	formation	formation	NOUN
crl-15193	7	61	users	user	NOUN
crl-15193	7	62	,	,	PUNCT
crl-15193	7	63	competitive	competitive	ADJ
crl-15193	7	64	pressures	pressure	NOUN
crl-15193	7	65	will	will	AUX
crl-15193	7	66	continue	continue	VERB
crl-15193	7	67	to	to	PART
crl-15193	7	68	intensify	intensify	VERB
crl-15193	7	69	for	for	ADP
crl-15193	7	70	academic	academic	ADJ
crl-15193	7	71	li­	li­	NOUN
crl-15193	7	72	braries	brarie	NOUN
crl-15193	7	73	.	.	PUNCT
crl-15193	8	1	rising	rise	VERB
crl-15193	8	2	college	college	NOUN
crl-15193	8	3	costs	cost	NOUN
crl-15193	8	4	and	and	CCONJ
crl-15193	8	5	a	a	DET
crl-15193	8	6	student	student	NOUN
crl-15193	8	7	population	population	NOUN
crl-15193	8	8	that	that	PRON
crl-15193	8	9	is	be	AUX
crl-15193	8	10	becoming	become	VERB
crl-15193	8	11	increasingly	increasingly	ADV
crl-15193	8	12	selective	selective	ADJ
crl-15193	8	13	in	in	ADP
crl-15193	8	14	choosing	choose	VERB
crl-15193	8	15	academic	academic	ADJ
crl-15193	8	16	institu­	institu­	PART
crl-15193	8	17	tions	tion	NOUN
crl-15193	8	18	also	also	ADV
crl-15193	8	19	represent	represent	VERB
crl-15193	8	20	indirect	indirect	ADJ
crl-15193	8	21	threats	threat	NOUN
crl-15193	8	22	to	to	PART
crl-15193	8	23	aca­	aca­	VERB
crl-15193	8	24	demic	demic	ADJ
crl-15193	8	25	libraries	library	NOUN
crl-15193	8	26	.	.	PUNCT
crl-15193	9	1	for	for	ADP
crl-15193	9	2	example	example	NOUN
crl-15193	9	3	,	,	PUNCT
crl-15193	9	4	various	various	ADJ
crl-15193	9	5	as­	as­	NOUN
crl-15193	9	6	pects	pect	NOUN
crl-15193	9	7	of	of	ADP
crl-15193	9	8	a	a	DET
crl-15193	9	9	college	college	NOUN
crl-15193	9	10	’s	’s	PART
crl-15193	9	11	offerings	offering	NOUN
crl-15193	9	12	are	be	AUX
crl-15193	9	13	factored	factor	VERB
crl-15193	9	14	into	into	ADP
crl-15193	9	15	a	a	DET
crl-15193	9	16	student	student	NOUN
crl-15193	9	17	’s	’s	PART
crl-15193	9	18	decision	decision	NOUN
crl-15193	9	19	to	to	PART
crl-15193	9	20	attend	attend	VERB
crl-15193	9	21	a	a	DET
crl-15193	9	22	par­	par­	ADJ
crl-15193	9	23	ticular	ticular	ADJ
crl-15193	9	24	institution	institution	NOUN
crl-15193	9	25	.	.	PUNCT
crl-15193	10	1	although	although	SCONJ
crl-15193	10	2	the	the	DET
crl-15193	10	3	authors	author	NOUN
crl-15193	10	4	did	do	AUX
crl-15193	10	5	not	not	PART
crl-15193	10	6	find	find	VERB
crl-15193	10	7	any	any	DET
crl-15193	10	8	supporting	support	VERB
crl-15193	10	9	evidence	evidence	NOUN
crl-15193	10	10	,	,	PUNCT
crl-15193	10	11	it	it	PRON
crl-15193	10	12	is	be	AUX
crl-15193	10	13	quite	quite	ADV
crl-15193	10	14	likely	likely	ADJ
crl-15193	10	15	that	that	SCONJ
crl-15193	10	16	when	when	SCONJ
crl-15193	10	17	selecting	select	VERB
crl-15193	10	18	a	a	DET
crl-15193	10	19	col­	col­	NOUN
crl-15193	10	20	lege	lege	NOUN
crl-15193	10	21	,	,	PUNCT
crl-15193	10	22	some	some	DET
crl-15193	10	23	students	student	NOUN
crl-15193	10	24	are	be	AUX
crl-15193	10	25	influenced	influence	VERB
crl-15193	10	26	par­	par­	NOUN
crl-15193	10	27	tially	tially	ADV
crl-15193	10	28	by	by	ADP
crl-15193	10	29	the	the	DET
crl-15193	10	30	college	college	NOUN
crl-15193	10	31	’s	’s	PART
crl-15193	10	32	academic	academic	ADJ
crl-15193	10	33	library	library	NOUN
crl-15193	10	34	and	and	CCONJ
crl-15193	10	35	the	the	DET
crl-15193	10	36	quality	quality	NOUN
crl-15193	10	37	of	of	ADP
crl-15193	10	38	service	service	NOUN
crl-15193	10	39	the	the	DET
crl-15193	10	40	library	library	NOUN
crl-15193	10	41	pro­	pro­	NOUN
crl-15193	10	42	vides	vide	NOUN
crl-15193	10	43	.	.	PUNCT
crl-15193	11	1	consequently	consequently	ADV
crl-15193	11	2	,	,	PUNCT
crl-15193	11	3	academic	academic	ADJ
crl-15193	11	4	libraries	library	NOUN
crl-15193	11	5	may	may	AUX
crl-15193	11	6	have	have	VERB
crl-15193	11	7	to	to	PART
crl-15193	11	8	adopt	adopt	VERB
crl-15193	11	9	a	a	DET
crl-15193	11	10	more	more	ADV
crl-15193	11	11	strategic	strategic	ADJ
crl-15193	11	12	ori­	ori­	ADJ
crl-15193	11	13	entation	entation	NOUN
crl-15193	11	14	in	in	ADP
crl-15193	11	15	which	which	PRON
crl-15193	11	16	the	the	DET
crl-15193	11	17	creation	creation	NOUN
crl-15193	11	18	and	and	CCONJ
crl-15193	11	19	deliv­	deliv­	PROPN
crl-15193	11	20	ery	ery	PROPN
crl-15193	11	21	of	of	ADP
crl-15193	11	22	service	service	NOUN
crl-15193	11	23	satisfactions	satisfaction	NOUN
crl-15193	11	24	for	for	ADP
crl-15193	11	25	their	their	PRON
crl-15193	11	26	users	user	NOUN
crl-15193	11	27	play	play	VERB
crl-15193	11	28	an	an	DET
crl-15193	11	29	important	important	ADJ
crl-15193	11	30	role	role	NOUN
crl-15193	11	31	.	.	PUNCT
crl-15193	12	1	by	by	ADP
crl-15193	12	2	doing	do	VERB
crl-15193	12	3	so	so	ADV
crl-15193	12	4	,	,	PUNCT
crl-15193	12	5	aca­	aca­	VERB
crl-15193	12	6	demic	demic	ADJ
crl-15193	12	7	libraries	library	NOUN
crl-15193	12	8	also	also	ADV
crl-15193	12	9	can	can	AUX
crl-15193	12	10	help	help	VERB
crl-15193	12	11	their	their	PRON
crl-15193	12	12	colleges	college	NOUN
crl-15193	12	13	meet	meet	VERB
crl-15193	12	14	their	their	PRON
crl-15193	12	15	enrollment	enrollment	NOUN
crl-15193	12	16	and	and	CCONJ
crl-15193	12	17	student	student	NOUN
crl-15193	12	18	reten­	reten­	PROPN
crl-15193	12	19	tion	tion	NOUN
crl-15193	12	20	goals	goal	NOUN
crl-15193	12	21	.	.	PUNCT
crl-15193	13	1	in	in	ADP
crl-15193	13	2	addition	addition	NOUN
crl-15193	13	3	,	,	PUNCT
crl-15193	13	4	each	each	DET
crl-15193	13	5	year	year	NOUN
crl-15193	13	6	new	new	ADJ
crl-15193	13	7	students	student	NOUN
crl-15193	13	8	enter	enter	VERB
crl-15193	13	9	the	the	DET
crl-15193	13	10	academic	academic	ADJ
crl-15193	13	11	environment	environment	NOUN
crl-15193	13	12	with	with	ADP
crl-15193	13	13	varying	vary	VERB
crl-15193	13	14	library	library	ADJ
crl-15193	13	15	usage	usage	NOUN
crl-15193	13	16	and	and	CCONJ
crl-15193	13	17	informationgathering	informationgathering	NOUN
crl-15193	13	18	skills	skill	NOUN
crl-15193	13	19	.	.	PUNCT
crl-15193	14	1	student	student	NOUN
crl-15193	14	2	perceptions	perception	NOUN
crl-15193	14	3	and	and	CCONJ
crl-15193	14	4	expectations	expectation	NOUN
crl-15193	14	5	of	of	ADP
crl-15193	14	6	service	service	NOUN
crl-15193	14	7	from	from	ADP
crl-15193	14	8	academic	academic	ADJ
crl-15193	14	9	lisyed	lisye	VERB
crl-15193	14	10	saad	saad	PROPN
crl-15193	14	11	andaleeb	andaleeb	PROPN
crl-15193	14	12	is	be	AUX
crl-15193	14	13	an	an	DET
crl-15193	14	14	associate	associate	ADJ
crl-15193	14	15	professor	professor	NOUN
crl-15193	14	16	in	in	ADP
crl-15193	14	17	the	the	DET
crl-15193	14	18	the	the	DET
crl-15193	14	19	behrend	behrend	NOUN
crl-15193	14	20	college	college	NOUN
crl-15193	14	21	school	school	NOUN
crl-15193	14	22	of	of	ADP
crl-15193	14	23	business	business	NOUN
crl-15193	14	24	at	at	ADP
crl-15193	14	25	pennsyl­	pennsyl­	NUM
crl-15193	14	26	vania	vania	PROPN
crl-15193	14	27	state	state	NOUN
crl-15193	14	28	university	university	NOUN
crl-15193	14	29	;	;	PUNCT
crl-15193	14	30	e	e	X
crl-15193	14	31	-	-	NOUN
crl-15193	14	32	mail	mail	NOUN
crl-15193	14	33	:	:	PUNCT
crl-15193	14	34	ssa4@psu.edu	ssa4@psu.edu	NOUN
crl-15193	14	35	.	.	PUNCT
crl-15193	15	1	patience	patience	NOUN
crl-15193	15	2	l.	l.	PROPN
crl-15193	15	3	simmonds	simmonds	PROPN
crl-15193	15	4	is	be	AUX
crl-15193	15	5	an	an	DET
crl-15193	15	6	assistant	assistant	ADJ
crl-15193	15	7	librarian	librarian	NOUN
crl-15193	15	8	in	in	ADP
crl-15193	15	9	the	the	DET
crl-15193	15	10	behrend	behrend	NOUN
crl-15193	15	11	college	college	PROPN
crl-15193	15	12	at	at	ADP
crl-15193	15	13	pennsylvania	pennsylvania	PROPN
crl-15193	15	14	state	state	PROPN
crl-15193	15	15	university	university	PROPN
crl-15193	15	16	;	;	PUNCT
crl-15193	15	17	e	e	X
crl-15193	15	18	-	-	NOUN
crl-15193	15	19	mail	mail	NOUN
crl-15193	15	20	:	:	PUNCT
crl-15193	15	21	pls@psulias.psu.edu	pls@psulias.psu.edu	PROPN
crl-15193	15	22	.	.	PROPN
crl-15193	15	23	156	156	NUM
crl-15193	15	24	mailto:pls@psulias.psu.edu	mailto:pls@psulias.psu.edu	ADP
crl-15193	15	25	mailto:ssa4@psu.edu	mailto:ssa4@psu.edu	PROPN
crl-15193	15	26	explaining	explain	VERB
crl-15193	15	27	user	user	NOUN
crl-15193	15	28	satisfaction	satisfaction	NOUN
crl-15193	15	29	157	157	NUM
crl-15193	15	30	braries	brarie	NOUN
crl-15193	15	31	also	also	ADV
crl-15193	15	32	vary	vary	VERB
crl-15193	15	33	,	,	PUNCT
crl-15193	15	34	making	make	VERB
crl-15193	15	35	it	it	PRON
crl-15193	15	36	imperative	imperative	ADJ
crl-15193	15	37	to	to	PART
crl-15193	15	38	better	well	ADV
crl-15193	15	39	understand	understand	VERB
crl-15193	15	40	and	and	CCONJ
crl-15193	15	41	define	define	VERB
crl-15193	15	42	specific	specific	ADJ
crl-15193	15	43	stu­	stu­	NOUN
crl-15193	15	44	dent	dent	NOUN
crl-15193	15	45	needs	need	NOUN
crl-15193	15	46	and	and	CCONJ
crl-15193	15	47	to	to	PART
crl-15193	15	48	provide	provide	VERB
crl-15193	15	49	the	the	DET
crl-15193	15	50	type	type	NOUN
crl-15193	15	51	and	and	CCONJ
crl-15193	15	52	level	level	NOUN
crl-15193	15	53	of	of	ADP
crl-15193	15	54	service	service	NOUN
crl-15193	15	55	that	that	PRON
crl-15193	15	56	meets	meet	VERB
crl-15193	15	57	them	they	PRON
crl-15193	15	58	.	.	PUNCT
crl-15193	16	1	thus	thus	ADV
crl-15193	16	2	,	,	PUNCT
crl-15193	16	3	christopher	christopher	PROPN
crl-15193	16	4	millson	millson	PROPN
crl-15193	16	5	-	-	PUNCT
crl-15193	16	6	martula	martula	NOUN
crl-15193	16	7	and	and	CCONJ
crl-15193	16	8	vanaja	vanaja	PROPN
crl-15193	16	9	menon	menon	PROPN
crl-15193	16	10	assert	assert	VERB
crl-15193	16	11	that	that	SCONJ
crl-15193	16	12	one	one	NUM
crl-15193	16	13	element	element	NOUN
crl-15193	16	14	of	of	ADP
crl-15193	16	15	highquality	highquality	NOUN
crl-15193	16	16	service	service	NOUN
crl-15193	16	17	is	be	AUX
crl-15193	16	18	“	"	PUNCT
crl-15193	16	19	the	the	DET
crl-15193	16	20	incorporation	incorporation	NOUN
crl-15193	16	21	of	of	ADP
crl-15193	16	22	users	user	NOUN
crl-15193	16	23	’	'	PUNCT
crl-15193	16	24	personal	personal	ADJ
crl-15193	16	25	needs	need	NOUN
crl-15193	16	26	and	and	CCONJ
crl-15193	16	27	expectations	expectation	NOUN
crl-15193	16	28	into	into	ADP
crl-15193	16	29	the	the	DET
crl-15193	16	30	development	development	NOUN
crl-15193	16	31	of	of	ADP
crl-15193	16	32	programs	program	NOUN
crl-15193	16	33	and	and	CCONJ
crl-15193	16	34	service	service	NOUN
crl-15193	16	35	.	.	PUNCT
crl-15193	16	36	”3	”3	PUNCT
crl-15193	17	1	according	accord	VERB
crl-15193	17	2	to	to	ADP
crl-15193	17	3	them	they	PRON
crl-15193	17	4	,	,	PUNCT
crl-15193	17	5	the	the	DET
crl-15193	17	6	contin­	contin­	NOUN
crl-15193	17	7	ued	ue	VERB
crl-15193	17	8	success	success	NOUN
crl-15193	17	9	of	of	ADP
crl-15193	17	10	a	a	DET
crl-15193	17	11	service	service	NOUN
crl-15193	17	12	organization	organization	NOUN
crl-15193	17	13	such	such	ADJ
crl-15193	17	14	as	as	ADP
crl-15193	17	15	an	an	DET
crl-15193	17	16	academic	academic	ADJ
crl-15193	17	17	library	library	NOUN
crl-15193	17	18	depends	depend	VERB
crl-15193	17	19	on	on	ADP
crl-15193	17	20	the	the	DET
crl-15193	17	21	organization	organization	NOUN
crl-15193	17	22	’s	’s	PART
crl-15193	17	23	ability	ability	NOUN
crl-15193	17	24	to	to	PART
crl-15193	17	25	adjust	adjust	VERB
crl-15193	17	26	its	its	PRON
crl-15193	17	27	prod­	prod­	NOUN
crl-15193	17	28	ucts	uct	NOUN
crl-15193	17	29	and	and	CCONJ
crl-15193	17	30	services	service	NOUN
crl-15193	17	31	to	to	PART
crl-15193	17	32	correspond	correspond	VERB
crl-15193	17	33	to	to	ADP
crl-15193	17	34	user	user	NOUN
crl-15193	17	35	needs	need	NOUN
crl-15193	17	36	.	.	PUNCT
crl-15193	18	1	similarly	similarly	ADV
crl-15193	18	2	,	,	PUNCT
crl-15193	18	3	peter	peter	PROPN
crl-15193	18	4	hernon	hernon	PROPN
crl-15193	18	5	and	and	CCONJ
crl-15193	18	6	phillip	phillip	PROPN
crl-15193	18	7	calvert	calvert	PROPN
crl-15193	18	8	suggest	suggest	VERB
crl-15193	18	9	that	that	SCONJ
crl-15193	18	10	only	only	ADV
crl-15193	18	11	customers	customer	NOUN
crl-15193	18	12	jus­	jus­	NOUN
crl-15193	18	13	tify	tify	VERB
crl-15193	18	14	the	the	DET
crl-15193	18	15	existence	existence	NOUN
crl-15193	18	16	of	of	ADP
crl-15193	18	17	a	a	DET
crl-15193	18	18	library.4	library.4	PROPN
crl-15193	18	19	danuta	danuta	PROPN
crl-15193	18	20	a.	a.	NOUN
crl-15193	18	21	nitecki	nitecki	PROPN
crl-15193	18	22	also	also	ADV
crl-15193	18	23	claims	claim	VERB
crl-15193	18	24	that	that	SCONJ
crl-15193	18	25	“	"	PUNCT
crl-15193	18	26	the	the	DET
crl-15193	18	27	assessment	assessment	NOUN
crl-15193	18	28	of	of	ADP
crl-15193	18	29	how	how	SCONJ
crl-15193	18	30	well	well	ADV
crl-15193	18	31	a	a	DET
crl-15193	18	32	library	library	NOUN
crl-15193	18	33	succeeds	succeed	VERB
crl-15193	18	34	depends	depend	VERB
crl-15193	18	35	on	on	ADP
crl-15193	18	36	the	the	DET
crl-15193	18	37	user	user	NOUN
crl-15193	18	38	as	as	ADP
crl-15193	18	39	a	a	DET
crl-15193	18	40	judge	judge	NOUN
crl-15193	18	41	of	of	ADP
crl-15193	18	42	quality	quality	NOUN
crl-15193	18	43	.	.	PUNCT
crl-15193	18	44	”5	”5	PUNCT
crl-15193	19	1	as	as	SCONJ
crl-15193	19	2	these	these	DET
crl-15193	19	3	views	view	NOUN
crl-15193	19	4	gain	gain	VERB
crl-15193	19	5	greater	great	ADJ
crl-15193	19	6	acceptance	acceptance	NOUN
crl-15193	19	7	among	among	ADP
crl-15193	19	8	aca­	aca­	PROPN
crl-15193	19	9	demic	demic	PROPN
crl-15193	19	10	librarians	librarian	NOUN
crl-15193	19	11	,	,	PUNCT
crl-15193	19	12	librarians	librarian	NOUN
crl-15193	19	13	must	must	AUX
crl-15193	19	14	orient	orient	VERB
crl-15193	19	15	themselves	themselves	PRON
crl-15193	19	16	and	and	CCONJ
crl-15193	19	17	their	their	PRON
crl-15193	19	18	programs	program	NOUN
crl-15193	19	19	to	to	PART
crl-15193	19	20	become	become	VERB
crl-15193	19	21	better	well	ADJ
crl-15193	19	22	customer	customer	NOUN
crl-15193	19	23	advocates	advocate	NOUN
crl-15193	19	24	and	and	CCONJ
crl-15193	19	25	address	address	VERB
crl-15193	19	26	their	their	PRON
crl-15193	19	27	problem	problem	NOUN
crl-15193	19	28	-	-	PUNCT
crl-15193	19	29	solving	solve	VERB
crl-15193	19	30	needs	need	NOUN
crl-15193	19	31	.	.	PUNCT
crl-15193	20	1	a	a	DET
crl-15193	20	2	review	review	NOUN
crl-15193	20	3	of	of	ADP
crl-15193	20	4	the	the	DET
crl-15193	20	5	literature	literature	NOUN
crl-15193	20	6	indicates	indicate	VERB
crl-15193	20	7	that	that	SCONJ
crl-15193	20	8	such	such	DET
crl-15193	20	9	a	a	DET
crl-15193	20	10	process	process	NOUN
crl-15193	20	11	already	already	ADV
crl-15193	20	12	may	may	AUX
crl-15193	20	13	have	have	AUX
crl-15193	20	14	begun	begin	VERB
crl-15193	20	15	.	.	PUNCT
crl-15193	21	1	in	in	ADP
crl-15193	21	2	reassessing	reassess	VERB
crl-15193	21	3	what	what	DET
crl-15193	21	4	role	role	NOUN
crl-15193	21	5	academic	academic	ADJ
crl-15193	21	6	librar­	librar­	PROPN
crl-15193	21	7	ies	ie	NOUN
crl-15193	21	8	should	should	AUX
crl-15193	21	9	be	be	AUX
crl-15193	21	10	playing	play	VERB
crl-15193	21	11	,	,	PUNCT
crl-15193	21	12	the	the	DET
crl-15193	21	13	need	need	NOUN
crl-15193	21	14	to	to	PART
crl-15193	21	15	im­	im­	AUX
crl-15193	21	16	prove	prove	VERB
crl-15193	21	17	and	and	CCONJ
crl-15193	21	18	deliver	deliver	VERB
crl-15193	21	19	better	well	ADJ
crl-15193	21	20	services	service	NOUN
crl-15193	21	21	based	base	VERB
crl-15193	21	22	on	on	ADP
crl-15193	21	23	user	user	NOUN
crl-15193	21	24	needs	need	NOUN
crl-15193	21	25	is	be	AUX
crl-15193	21	26	emerging	emerge	VERB
crl-15193	21	27	as	as	ADP
crl-15193	21	28	an	an	DET
crl-15193	21	29	impor­	impor­	PROPN
crl-15193	21	30	tant	tant	ADJ
crl-15193	21	31	theme	theme	NOUN
crl-15193	21	32	.	.	PUNCT
crl-15193	22	1	at	at	ADP
crl-15193	22	2	the	the	DET
crl-15193	22	3	same	same	ADJ
crl-15193	22	4	time	time	NOUN
crl-15193	22	5	,	,	PUNCT
crl-15193	22	6	providing	provide	VERB
crl-15193	22	7	access	access	NOUN
crl-15193	22	8	to	to	ADP
crl-15193	22	9	information	information	NOUN
crl-15193	22	10	is	be	AUX
crl-15193	22	11	being	be	AUX
crl-15193	22	12	advocated	advocate	VERB
crl-15193	22	13	as	as	ADP
crl-15193	22	14	a	a	DET
crl-15193	22	15	more	more	ADV
crl-15193	22	16	desirable	desirable	ADJ
crl-15193	22	17	measure	measure	NOUN
crl-15193	22	18	of	of	ADP
crl-15193	22	19	the	the	DET
crl-15193	22	20	qual­	qual­	PROPN
crl-15193	22	21	ity	ity	PROPN
crl-15193	22	22	of	of	ADP
crl-15193	22	23	academic	academic	ADJ
crl-15193	22	24	libraries	library	NOUN
crl-15193	22	25	.	.	PUNCT
crl-15193	23	1	thus	thus	ADV
crl-15193	23	2	,	,	PUNCT
crl-15193	23	3	tradi­	tradi­	ADJ
crl-15193	23	4	tional	tional	ADJ
crl-15193	23	5	definitions	definition	NOUN
crl-15193	23	6	of	of	ADP
crl-15193	23	7	quality	quality	NOUN
crl-15193	23	8	as	as	SCONJ
crl-15193	23	9	reflected	reflect	VERB
crl-15193	23	10	in	in	ADP
crl-15193	23	11	the	the	DET
crl-15193	23	12	size	size	NOUN
crl-15193	23	13	and	and	CCONJ
crl-15193	23	14	diversity	diversity	NOUN
crl-15193	23	15	of	of	ADP
crl-15193	23	16	a	a	DET
crl-15193	23	17	library	library	NOUN
crl-15193	23	18	’s	’s	PART
crl-15193	23	19	holdings	holding	NOUN
crl-15193	23	20	are	be	AUX
crl-15193	23	21	being	be	AUX
crl-15193	23	22	increasingly	increasingly	ADV
crl-15193	23	23	ques­	ques­	ADJ
crl-15193	23	24	tioned.6	tioned.6	PROPN
crl-15193	23	25	to	to	ADP
crl-15193	23	26	harness	harness	NOUN
crl-15193	23	27	and	and	CCONJ
crl-15193	23	28	implement	implement	VERB
crl-15193	23	29	the	the	DET
crl-15193	23	30	concept	concept	NOUN
crl-15193	23	31	of	of	ADP
crl-15193	23	32	service	service	NOUN
crl-15193	23	33	quality	quality	NOUN
crl-15193	23	34	within	within	ADP
crl-15193	23	35	the	the	DET
crl-15193	23	36	context	context	NOUN
crl-15193	23	37	of	of	ADP
crl-15193	23	38	aca­	aca­	PROPN
crl-15193	23	39	demic	demic	ADJ
crl-15193	23	40	libraries	library	NOUN
crl-15193	23	41	,	,	PUNCT
crl-15193	23	42	several	several	ADJ
crl-15193	23	43	authors	author	NOUN
crl-15193	23	44	have	have	AUX
crl-15193	23	45	turned	turn	VERB
crl-15193	23	46	to	to	ADP
crl-15193	23	47	the	the	DET
crl-15193	23	48	marketing	marketing	NOUN
crl-15193	23	49	literature	literature	NOUN
crl-15193	23	50	.	.	PUNCT
crl-15193	24	1	this	this	DET
crl-15193	24	2	lit­	lit­	NOUN
crl-15193	24	3	erature	erature	NOUN
crl-15193	24	4	has	have	AUX
crl-15193	24	5	provided	provide	VERB
crl-15193	24	6	initial	initial	ADJ
crl-15193	24	7	guidance	guidance	NOUN
crl-15193	24	8	in	in	ADP
crl-15193	24	9	defining	define	VERB
crl-15193	24	10	library	library	NOUN
crl-15193	24	11	service	service	NOUN
crl-15193	24	12	quality	quality	NOUN
crl-15193	24	13	and	and	CCONJ
crl-15193	24	14	clari­	clari­	NOUN
crl-15193	24	15	fying	fye	VERB
crl-15193	24	16	the	the	DET
crl-15193	24	17	conceptual	conceptual	ADJ
crl-15193	24	18	framework	framework	NOUN
crl-15193	24	19	for	for	ADP
crl-15193	24	20	ser­	ser­	ADJ
crl-15193	24	21	vice	vice	NOUN
crl-15193	24	22	delivery	delivery	NOUN
crl-15193	24	23	improvements	improvement	NOUN
crl-15193	24	24	.	.	PUNCT
crl-15193	25	1	recent	recent	ADJ
crl-15193	25	2	re­	re­	PROPN
crl-15193	25	3	search	search	NOUN
crl-15193	25	4	on	on	ADP
crl-15193	25	5	academic	academic	ADJ
crl-15193	25	6	libraries	library	NOUN
crl-15193	25	7	,	,	PUNCT
crl-15193	25	8	based	base	VERB
crl-15193	25	9	on	on	ADP
crl-15193	25	10	this	this	DET
crl-15193	25	11	literature	literature	NOUN
crl-15193	25	12	,	,	PUNCT
crl-15193	25	13	has	have	AUX
crl-15193	25	14	been	be	AUX
crl-15193	25	15	conducted	conduct	VERB
crl-15193	25	16	by	by	ADP
crl-15193	25	17	vicki	vicki	PROPN
crl-15193	25	18	coleman	coleman	PROPN
crl-15193	25	19	,	,	PUNCT
crl-15193	25	20	yi	yi	PROPN
crl-15193	25	21	xiao	xiao	PROPN
crl-15193	25	22	,	,	PUNCT
crl-15193	25	23	linda	linda	PROPN
crl-15193	25	24	blair	blair	PROPN
crl-15193	25	25	,	,	PUNCT
crl-15193	25	26	and	and	CCONJ
crl-15193	25	27	bill	bill	NOUN
crl-15193	25	28	chollett,7	chollett,7	NOUN
crl-15193	25	29	susan	susan	PROPN
crl-15193	25	30	edwards	edwards	PROPN
crl-15193	25	31	and	and	CCONJ
crl-15193	25	32	m.	m.	NOUN
crl-15193	25	33	browne,8	browne,8	VERB
crl-15193	25	34	hernon	hernon	NOUN
crl-15193	25	35	and	and	CCONJ
crl-15193	25	36	calvert,9	calvert,9	ADJ
crl-15193	25	37	nitecki,10	nitecki,10	NOUN
crl-15193	25	38	and	and	CCONJ
crl-15193	25	39	white	white	ADJ
crl-15193	25	40	and	and	CCONJ
crl-15193	25	41	abels.11	abels.11	NOUN
crl-15193	25	42	in	in	ADP
crl-15193	25	43	these	these	DET
crl-15193	25	44	studies	study	NOUN
crl-15193	25	45	,	,	PUNCT
crl-15193	25	46	the	the	DET
crl-15193	25	47	five	five	NUM
crl-15193	25	48	-	-	PUNCT
crl-15193	25	49	di­	di­	ADJ
crl-15193	25	50	mensional	mensional	ADJ
crl-15193	25	51	servqual	servqual	ADJ
crl-15193	25	52	model	model	NOUN
crl-15193	25	53	and	and	CCONJ
crl-15193	25	54	the	the	DET
crl-15193	25	55	twenty	twenty	NUM
crl-15193	25	56	-	-	PUNCT
crl-15193	25	57	two	two	NUM
crl-15193	25	58	-	-	PUNCT
crl-15193	25	59	item	item	NOUN
crl-15193	25	60	scale	scale	NOUN
crl-15193	25	61	proposed	propose	VERB
crl-15193	25	62	by	by	ADP
crl-15193	25	63	a.	a.	NOUN
crl-15193	25	64	parasuraman	parasuraman	PROPN
crl-15193	25	65	,	,	PUNCT
crl-15193	25	66	leonard	leonard	PROPN
crl-15193	25	67	berry	berry	PROPN
crl-15193	25	68	,	,	PUNCT
crl-15193	25	69	and	and	CCONJ
crl-15193	25	70	valarie	valarie	PROPN
crl-15193	25	71	zeithaml12	zeithaml12	PROPN
crl-15193	25	72	are	be	AUX
crl-15193	25	73	prominent	prominent	ADJ
crl-15193	25	74	.	.	PUNCT
crl-15193	26	1	although	although	SCONJ
crl-15193	26	2	this	this	DET
crl-15193	26	3	vein	vein	NOUN
crl-15193	26	4	of	of	ADP
crl-15193	26	5	research	research	NOUN
crl-15193	26	6	has	have	AUX
crl-15193	26	7	been	be	AUX
crl-15193	26	8	pursued	pursue	VERB
crl-15193	26	9	with	with	ADP
crl-15193	26	10	some	some	DET
crl-15193	26	11	enthusiasm	enthusiasm	NOUN
crl-15193	26	12	,	,	PUNCT
crl-15193	26	13	empirical	empirical	ADJ
crl-15193	26	14	support	support	NOUN
crl-15193	26	15	for	for	ADP
crl-15193	26	16	the	the	DET
crl-15193	26	17	suggested	suggest	VERB
crl-15193	26	18	framework	framework	NOUN
crl-15193	26	19	and	and	CCONJ
crl-15193	26	20	the	the	DET
crl-15193	26	21	desir­	desir­	ADJ
crl-15193	26	22	ability	ability	NOUN
crl-15193	26	23	of	of	ADP
crl-15193	26	24	the	the	DET
crl-15193	26	25	measurement	measurement	NOUN
crl-15193	26	26	instrument	instrument	NOUN
crl-15193	26	27	has	have	AUX
crl-15193	26	28	not	not	PART
crl-15193	26	29	been	be	AUX
crl-15193	26	30	very	very	ADV
crl-15193	26	31	encouraging	encouraging	ADJ
crl-15193	26	32	.	.	PUNCT
crl-15193	27	1	this	this	PRON
crl-15193	27	2	is	be	AUX
crl-15193	27	3	not	not	PART
crl-15193	27	4	surprising	surprising	ADJ
crl-15193	27	5	given	give	VERB
crl-15193	27	6	the	the	DET
crl-15193	27	7	criticisms	criticism	NOUN
crl-15193	27	8	that	that	PRON
crl-15193	27	9	have	have	AUX
crl-15193	27	10	been	be	AUX
crl-15193	27	11	leveled	level	VERB
crl-15193	27	12	at	at	ADP
crl-15193	27	13	various	various	ADJ
crl-15193	27	14	aspects	aspect	NOUN
crl-15193	27	15	of	of	ADP
crl-15193	27	16	the	the	DET
crl-15193	27	17	servqual	servqual	ADJ
crl-15193	27	18	model	model	NOUN
crl-15193	27	19	and	and	CCONJ
crl-15193	27	20	the	the	DET
crl-15193	27	21	related	relate	VERB
crl-15193	27	22	mea­	mea­	NOUN
crl-15193	27	23	sures	sure	NOUN
crl-15193	27	24	by	by	ADP
crl-15193	27	25	marketing	marketing	NOUN
crl-15193	27	26	academics	academic	NOUN
crl-15193	27	27	.	.	PUNCT
crl-15193	28	1	for	for	ADP
crl-15193	28	2	ex­	ex­	PROPN
crl-15193	28	3	ample	ample	ADJ
crl-15193	28	4	,	,	PUNCT
crl-15193	28	5	tom	tom	PROPN
crl-15193	28	6	j.	j.	PROPN
crl-15193	28	7	brown	brown	PROPN
crl-15193	28	8	,	,	PUNCT
crl-15193	28	9	gilbert	gilbert	PROPN
crl-15193	28	10	a.	a.	PROPN
crl-15193	28	11	churchill	churchill	PROPN
crl-15193	28	12	jr	jr	PROPN
crl-15193	28	13	.	.	PROPN
crl-15193	28	14	,	,	PUNCT
crl-15193	28	15	and	and	CCONJ
crl-15193	28	16	j.	j.	PROPN
crl-15193	28	17	paul	paul	PROPN
crl-15193	28	18	peter	peter	PROPN
crl-15193	28	19	have	have	AUX
crl-15193	28	20	suggested	suggest	VERB
crl-15193	28	21	mea­	mea­	ADJ
crl-15193	28	22	surement	surement	NOUN
crl-15193	28	23	problems	problem	NOUN
crl-15193	28	24	in	in	ADP
crl-15193	28	25	the	the	DET
crl-15193	28	26	use	use	NOUN
crl-15193	28	27	of	of	ADP
crl-15193	28	28	difference	difference	NOUN
crl-15193	28	29	scores.13	scores.13	PROPN
crl-15193	28	30	j.	j.	PROPN
crl-15193	28	31	joseph	joseph	PROPN
crl-15193	28	32	cronin	cronin	PROPN
crl-15193	28	33	jr	jr	PROPN
crl-15193	28	34	.	.	PROPN
crl-15193	28	35	and	and	CCONJ
crl-15193	28	36	steven	steven	PROPN
crl-15193	28	37	a.	a.	PROPN
crl-15193	28	38	taylor	taylor	PROPN
crl-15193	28	39	also	also	ADV
crl-15193	28	40	have	have	AUX
crl-15193	28	41	suggested	suggest	VERB
crl-15193	28	42	that	that	SCONJ
crl-15193	28	43	service	service	NOUN
crl-15193	28	44	quality	quality	NOUN
crl-15193	28	45	can	can	AUX
crl-15193	28	46	be	be	AUX
crl-15193	28	47	predicted	predict	VERB
crl-15193	28	48	adequately	adequately	ADV
crl-15193	28	49	by	by	ADP
crl-15193	28	50	us­	us­	NOUN
crl-15193	28	51	ing	ing	ADJ
crl-15193	28	52	perceptions	perception	NOUN
crl-15193	28	53	alone.14	alone.14	PROPN
crl-15193	28	54	in	in	ADP
crl-15193	28	55	addition	addition	NOUN
crl-15193	28	56	,	,	PUNCT
crl-15193	28	57	james	james	PROPN
crl-15193	28	58	m.	m.	PROPN
crl-15193	28	59	carman	carman	PROPN
crl-15193	28	60	has	have	AUX
crl-15193	28	61	suggested	suggest	VERB
crl-15193	28	62	that	that	SCONJ
crl-15193	28	63	in	in	ADP
crl-15193	28	64	specific	specific	ADJ
crl-15193	28	65	service	service	NOUN
crl-15193	28	66	situations	situation	NOUN
crl-15193	28	67	it	it	PRON
crl-15193	28	68	may	may	AUX
crl-15193	28	69	be	be	AUX
crl-15193	28	70	necessary	necessary	ADJ
crl-15193	28	71	to	to	PART
crl-15193	28	72	delete	delete	VERB
crl-15193	28	73	or	or	CCONJ
crl-15193	28	74	modify	modify	VERB
crl-15193	28	75	some	some	PRON
crl-15193	28	76	of	of	ADP
crl-15193	28	77	the	the	DET
crl-15193	28	78	servqual	servqual	ADJ
crl-15193	28	79	dimensions	dimension	NOUN
crl-15193	28	80	—	—	PUNCT
crl-15193	28	81	or	or	CCONJ
crl-15193	28	82	even	even	ADV
crl-15193	28	83	introduce	introduce	VERB
crl-15193	28	84	new	new	ADJ
crl-15193	28	85	ones.15	ones.15	NOUN
crl-15193	28	86	emin	emin	PROPN
crl-15193	28	87	babakus	babakus	PROPN
crl-15193	28	88	and	and	CCONJ
crl-15193	28	89	gregory	gregory	PROPN
crl-15193	28	90	w.	w.	PROPN
crl-15193	28	91	boller	boller	PROPN
crl-15193	28	92	have	have	AUX
crl-15193	28	93	shown	show	VERB
crl-15193	28	94	several	several	ADJ
crl-15193	28	95	shortcomings	shortcoming	NOUN
crl-15193	28	96	in	in	ADP
crl-15193	28	97	the	the	DET
crl-15193	28	98	origi­	origi­	PROPN
crl-15193	28	99	nal	nal	PROPN
crl-15193	28	100	scale.16	scale.16	PROPN
crl-15193	28	101	moreover	moreover	ADV
crl-15193	28	102	,	,	PUNCT
crl-15193	28	103	in	in	ADP
crl-15193	28	104	cross	cross	ADJ
crl-15193	28	105	-	-	ADJ
crl-15193	28	106	sectional	sectional	ADJ
crl-15193	28	107	studies	study	NOUN
crl-15193	28	108	,	,	PUNCT
crl-15193	28	109	measuring	measure	VERB
crl-15193	28	110	the	the	DET
crl-15193	28	111	gap	gap	NOUN
crl-15193	28	112	between	between	ADP
crl-15193	28	113	expec­	expec­	NOUN
crl-15193	28	114	tations	tation	NOUN
crl-15193	28	115	and	and	CCONJ
crl-15193	28	116	performance	performance	NOUN
crl-15193	28	117	can	can	AUX
crl-15193	28	118	be	be	AUX
crl-15193	28	119	problem­	problem­	NOUN
crl-15193	28	120	atic	atic	ADJ
crl-15193	28	121	.	.	PUNCT
crl-15193	29	1	because	because	SCONJ
crl-15193	29	2	data	datum	NOUN
crl-15193	29	3	generally	generally	ADV
crl-15193	29	4	are	be	AUX
crl-15193	29	5	collected	collect	VERB
crl-15193	29	6	subsequent	subsequent	ADJ
crl-15193	29	7	to	to	ADP
crl-15193	29	8	the	the	DET
crl-15193	29	9	service	service	NOUN
crl-15193	29	10	encounter	encounter	NOUN
crl-15193	29	11	,	,	PUNCT
crl-15193	29	12	ques­	ques­	PROPN
crl-15193	29	13	tions	tion	NOUN
crl-15193	29	14	about	about	ADP
crl-15193	29	15	service	service	NOUN
crl-15193	29	16	expectations	expectation	NOUN
crl-15193	29	17	may	may	AUX
crl-15193	29	18	be	be	AUX
crl-15193	29	19	based	base	VERB
crl-15193	29	20	on	on	ADP
crl-15193	29	21	memory	memory	NOUN
crl-15193	29	22	or	or	CCONJ
crl-15193	29	23	biased	bias	VERB
crl-15193	29	24	by	by	ADP
crl-15193	29	25	actual	actual	ADJ
crl-15193	29	26	ser­	ser­	ADJ
crl-15193	29	27	vices	vice	NOUN
crl-15193	29	28	received.17	received.17	ADJ
crl-15193	29	29	questions	question	NOUN
crl-15193	29	30	also	also	ADV
crl-15193	29	31	have	have	AUX
crl-15193	29	32	been	be	AUX
crl-15193	29	33	raised	raise	VERB
crl-15193	29	34	as	as	ADP
crl-15193	29	35	to	to	ADP
crl-15193	29	36	whether	whether	SCONJ
crl-15193	29	37	higher	high	ADJ
crl-15193	29	38	scores	score	NOUN
crl-15193	29	39	on	on	ADP
crl-15193	29	40	the	the	DET
crl-15193	29	41	servqual	servqual	ADJ
crl-15193	29	42	dimensions	dimension	NOUN
crl-15193	29	43	are	be	AUX
crl-15193	29	44	sufficient	sufficient	ADJ
crl-15193	29	45	to	to	PART
crl-15193	29	46	indicate	indicate	VERB
crl-15193	29	47	higher	high	ADJ
crl-15193	29	48	quality	quality	NOUN
crl-15193	29	49	and	and	CCONJ
crl-15193	29	50	greater	great	ADJ
crl-15193	29	51	cus­	cus­	NOUN
crl-15193	29	52	tomer	tomer	NOUN
crl-15193	29	53	satisfaction.18	satisfaction.18	PROPN
crl-15193	29	54	in	in	ADP
crl-15193	29	55	the	the	DET
crl-15193	29	56	context	context	NOUN
crl-15193	29	57	of	of	ADP
crl-15193	29	58	academic	academic	ADJ
crl-15193	29	59	libraries	library	NOUN
crl-15193	29	60	,	,	PUNCT
crl-15193	29	61	a	a	DET
crl-15193	29	62	detailed	detailed	ADJ
crl-15193	29	63	study	study	NOUN
crl-15193	29	64	by	by	ADP
crl-15193	29	65	nitecki	nitecki	NOUN
crl-15193	29	66	also	also	ADV
crl-15193	29	67	highlighted	highlight	VERB
crl-15193	29	68	several	several	ADJ
crl-15193	29	69	problems	problem	NOUN
crl-15193	29	70	with	with	ADP
crl-15193	29	71	the	the	DET
crl-15193	29	72	servqual	servqual	ADJ
crl-15193	29	73	measures.19	measures.19	PROPN
crl-15193	29	74	hernon	hernon	NOUN
crl-15193	29	75	and	and	CCONJ
crl-15193	29	76	calvert	calvert	PROPN
crl-15193	29	77	have	have	AUX
crl-15193	29	78	thus	thus	ADV
crl-15193	29	79	concluded	conclude	VERB
crl-15193	29	80	that	that	SCONJ
crl-15193	29	81	“	"	PUNCT
crl-15193	29	82	it	it	PRON
crl-15193	29	83	is	be	AUX
crl-15193	29	84	not	not	PART
crl-15193	29	85	possible	possible	ADJ
crl-15193	29	86	to	to	PART
crl-15193	29	87	develop	develop	VERB
crl-15193	29	88	a	a	DET
crl-15193	29	89	generic	generic	ADJ
crl-15193	29	90	instrument	instrument	NOUN
crl-15193	29	91	applicable	applicable	ADJ
crl-15193	29	92	to	to	ADP
crl-15193	29	93	all	all	DET
crl-15193	29	94	libraries	library	NOUN
crl-15193	29	95	in	in	ADP
crl-15193	29	96	all	all	DET
crl-15193	29	97	circumstances	circumstance	NOUN
crl-15193	29	98	.	.	PUNCT
crl-15193	30	1	”20	”20	PROPN
crl-15193	30	2	consequently	consequently	ADV
crl-15193	30	3	,	,	PUNCT
crl-15193	30	4	rather	rather	ADV
crl-15193	30	5	than	than	ADP
crl-15193	30	6	limiting	limit	VERB
crl-15193	30	7	this	this	DET
crl-15193	30	8	study	study	NOUN
crl-15193	30	9	to	to	ADP
crl-15193	30	10	the	the	DET
crl-15193	30	11	theoretical	theoretical	ADJ
crl-15193	30	12	structure	structure	NOUN
crl-15193	30	13	and	and	CCONJ
crl-15193	30	14	mea­	mea­	NOUN
crl-15193	30	15	http	http	ADJ
crl-15193	30	16	:	:	PUNCT
crl-15193	30	17	measures.19	measures.19	PROPN
crl-15193	30	18	http	http	NOUN
crl-15193	30	19	:	:	PUNCT
crl-15193	30	20	satisfaction.18	satisfaction.18	NOUN
crl-15193	30	21	http	http	PROPN
crl-15193	30	22	:	:	PUNCT
crl-15193	30	23	received.17	received.17	ADJ
crl-15193	30	24	http	http	NOUN
crl-15193	30	25	:	:	PUNCT
crl-15193	30	26	scale.16	scale.16	PROPN
crl-15193	30	27	http	http	NOUN
crl-15193	30	28	:	:	PUNCT
crl-15193	30	29	alone.14	alone.14	PROPN
crl-15193	30	30	http	http	PROPN
crl-15193	30	31	:	:	PUNCT
crl-15193	30	32	scores.13	scores.13	NOUN
crl-15193	30	33	http	http	NOUN
crl-15193	30	34	:	:	PUNCT
crl-15193	30	35	abels.11	abels.11	PROPN
crl-15193	30	36	158	158	NUM
crl-15193	30	37	college	college	PROPN
crl-15193	30	38	&	&	CCONJ
crl-15193	30	39	research	research	PROPN
crl-15193	30	40	libraries	library	NOUN
crl-15193	30	41	march	march	PROPN
crl-15193	30	42	1998	1998	NUM
crl-15193	30	43	sures	sure	NOUN
crl-15193	30	44	suggested	suggest	VERB
crl-15193	30	45	by	by	ADP
crl-15193	30	46	the	the	DET
crl-15193	30	47	servqual	servqual	ADJ
crl-15193	30	48	per­	per­	PROPN
crl-15193	30	49	spective	spective	ADJ
crl-15193	30	50	,	,	PUNCT
crl-15193	30	51	the	the	DET
crl-15193	30	52	authors	author	NOUN
crl-15193	30	53	introduce	introduce	VERB
crl-15193	30	54	an	an	DET
crl-15193	30	55	alter­	alter­	NUM
crl-15193	30	56	nate	nate	NOUN
crl-15193	30	57	framework	framework	NOUN
crl-15193	30	58	,	,	PUNCT
crl-15193	30	59	with	with	ADP
crl-15193	30	60	its	its	PRON
crl-15193	30	61	attendant	attendant	ADJ
crl-15193	30	62	mea­	mea­	NOUN
crl-15193	30	63	sures	sure	NOUN
crl-15193	30	64	,	,	PUNCT
crl-15193	30	65	that	that	PRON
crl-15193	30	66	attempts	attempt	VERB
crl-15193	30	67	to	to	PART
crl-15193	30	68	explain	explain	VERB
crl-15193	30	69	overall	overall	ADJ
crl-15193	30	70	li­	li­	PROPN
crl-15193	30	71	brary	brary	PROPN
crl-15193	30	72	user	user	PROPN
crl-15193	30	73	satisfaction	satisfaction	NOUN
crl-15193	30	74	.	.	PUNCT
crl-15193	31	1	although	although	SCONJ
crl-15193	31	2	the	the	DET
crl-15193	31	3	au­	au­	ADP
crl-15193	31	4	thors	thor	NOUN
crl-15193	31	5	believe	believe	VERB
crl-15193	31	6	that	that	SCONJ
crl-15193	31	7	overall	overall	ADJ
crl-15193	31	8	satisfaction	satisfaction	NOUN
crl-15193	31	9	can	can	AUX
crl-15193	31	10	be	be	AUX
crl-15193	31	11	influenced	influence	VERB
crl-15193	31	12	by	by	ADP
crl-15193	31	13	several	several	ADJ
crl-15193	31	14	of	of	ADP
crl-15193	31	15	the	the	DET
crl-15193	31	16	servqual	servqual	ADJ
crl-15193	31	17	dimensions	dimension	NOUN
crl-15193	31	18	,	,	PUNCT
crl-15193	31	19	other	other	ADJ
crl-15193	31	20	factors	factor	NOUN
crl-15193	31	21	also	also	ADV
crl-15193	31	22	were	be	AUX
crl-15193	31	23	deemed	deem	VERB
crl-15193	31	24	pertinent	pertinent	ADJ
crl-15193	31	25	to	to	ADP
crl-15193	31	26	their	their	PRON
crl-15193	31	27	framework	framework	NOUN
crl-15193	31	28	.	.	PUNCT
crl-15193	32	1	these	these	DET
crl-15193	32	2	factors	factor	NOUN
crl-15193	32	3	were	be	AUX
crl-15193	32	4	deduced	deduce	VERB
crl-15193	32	5	from	from	ADP
crl-15193	32	6	in	in	ADP
crl-15193	32	7	-	-	PUNCT
crl-15193	32	8	depth	depth	NOUN
crl-15193	32	9	interviews	interview	NOUN
crl-15193	32	10	with	with	ADP
crl-15193	32	11	library	library	NOUN
crl-15193	32	12	us­	us­	NOUN
crl-15193	32	13	ers	er	NOUN
crl-15193	32	14	.	.	PUNCT
crl-15193	33	1	the	the	DET
crl-15193	33	2	conceptual	conceptual	ADJ
crl-15193	33	3	framework	framework	NOUN
crl-15193	33	4	and	and	CCONJ
crl-15193	33	5	its	its	PRON
crl-15193	33	6	related	related	ADJ
crl-15193	33	7	propositions	proposition	NOUN
crl-15193	33	8	are	be	AUX
crl-15193	33	9	outlined	outline	VERB
crl-15193	33	10	below	below	ADV
crl-15193	33	11	,	,	PUNCT
crl-15193	33	12	followed	follow	VERB
crl-15193	33	13	first	first	ADV
crl-15193	33	14	by	by	ADP
crl-15193	33	15	an	an	DET
crl-15193	33	16	explanation	explanation	NOUN
crl-15193	33	17	of	of	ADP
crl-15193	33	18	the	the	DET
crl-15193	33	19	re­	re­	PROPN
crl-15193	33	20	search	search	NOUN
crl-15193	33	21	method	method	NOUN
crl-15193	33	22	and	and	CCONJ
crl-15193	33	23	then	then	ADV
crl-15193	33	24	the	the	DET
crl-15193	33	25	analyses	analysis	NOUN
crl-15193	33	26	,	,	PUNCT
crl-15193	33	27	re­	re­	PROPN
crl-15193	33	28	sults	sult	NOUN
crl-15193	33	29	,	,	PUNCT
crl-15193	33	30	and	and	CCONJ
crl-15193	33	31	discussions	discussion	NOUN
crl-15193	33	32	.	.	PUNCT
crl-15193	34	1	conceptual	conceptual	ADJ
crl-15193	34	2	framework	framework	NOUN
crl-15193	34	3	and	and	CCONJ
crl-15193	34	4	propositions	proposition	NOUN
crl-15193	34	5	a	a	DET
crl-15193	34	6	library	library	NOUN
crl-15193	34	7	’s	’s	PART
crl-15193	34	8	resources	resource	NOUN
crl-15193	34	9	are	be	AUX
crl-15193	34	10	critical	critical	ADJ
crl-15193	34	11	to	to	ADP
crl-15193	34	12	user	user	NOUN
crl-15193	34	13	satisfaction	satisfaction	NOUN
crl-15193	34	14	.	.	PUNCT
crl-15193	35	1	however	however	ADV
crl-15193	35	2	,	,	PUNCT
crl-15193	35	3	no	no	DET
crl-15193	35	4	library	library	NOUN
crl-15193	35	5	can	can	AUX
crl-15193	35	6	sat­	sat­	ADV
crl-15193	35	7	isfy	isfy	VERB
crl-15193	35	8	all	all	DET
crl-15193	35	9	its	its	PRON
crl-15193	35	10	users	user	NOUN
crl-15193	35	11	all	all	DET
crl-15193	35	12	the	the	DET
crl-15193	35	13	time	time	NOUN
crl-15193	35	14	.	.	PUNCT
crl-15193	36	1	some	some	DET
crl-15193	36	2	librar­	librar­	PROPN
crl-15193	36	3	ies	ie	NOUN
crl-15193	36	4	have	have	VERB
crl-15193	36	5	very	very	ADV
crl-15193	36	6	limited	limited	ADJ
crl-15193	36	7	resources	resource	NOUN
crl-15193	36	8	and	and	CCONJ
crl-15193	36	9	clearly	clearly	ADV
crl-15193	36	10	are	be	AUX
crl-15193	36	11	unable	unable	ADJ
crl-15193	36	12	to	to	PART
crl-15193	36	13	satisfy	satisfy	VERB
crl-15193	36	14	their	their	PRON
crl-15193	36	15	users	user	NOUN
crl-15193	36	16	,	,	PUNCT
crl-15193	36	17	whereas	whereas	SCONJ
crl-15193	36	18	others	other	NOUN
crl-15193	36	19	are	be	AUX
crl-15193	36	20	large	large	ADJ
crl-15193	36	21	in	in	ADP
crl-15193	36	22	size	size	NOUN
crl-15193	36	23	,	,	PUNCT
crl-15193	36	24	have	have	VERB
crl-15193	36	25	sub­	sub­	NOUN
crl-15193	36	26	stantial	stantial	ADJ
crl-15193	36	27	holdings	holding	NOUN
crl-15193	36	28	,	,	PUNCT
crl-15193	36	29	and	and	CCONJ
crl-15193	36	30	can	can	AUX
crl-15193	36	31	provide	provide	VERB
crl-15193	36	32	a	a	DET
crl-15193	36	33	vari­	vari­	X
crl-15193	36	34	ety	ety	NOUN
crl-15193	36	35	of	of	ADP
crl-15193	36	36	services	service	NOUN
crl-15193	36	37	.	.	PUNCT
crl-15193	37	1	obviously	obviously	ADV
crl-15193	37	2	,	,	PUNCT
crl-15193	37	3	those	those	DET
crl-15193	37	4	libraries	library	NOUN
crl-15193	37	5	that	that	PRON
crl-15193	37	6	are	be	AUX
crl-15193	37	7	able	able	ADJ
crl-15193	37	8	to	to	PART
crl-15193	37	9	provide	provide	VERB
crl-15193	37	10	users	user	NOUN
crl-15193	37	11	with	with	ADP
crl-15193	37	12	what­	what­	ADV
crl-15193	37	13	ever	ever	ADV
crl-15193	37	14	they	they	PRON
crl-15193	37	15	want	want	VERB
crl-15193	37	16	will	will	AUX
crl-15193	37	17	achieve	achieve	VERB
crl-15193	37	18	higher	high	ADJ
crl-15193	37	19	levels	level	NOUN
crl-15193	37	20	of	of	ADP
crl-15193	37	21	user	user	NOUN
crl-15193	37	22	satisfaction	satisfaction	NOUN
crl-15193	37	23	.	.	PUNCT
crl-15193	38	1	thus	thus	ADV
crl-15193	38	2	,	,	PUNCT
crl-15193	38	3	the	the	DET
crl-15193	38	4	availability	availability	NOUN
crl-15193	38	5	of	of	ADP
crl-15193	38	6	resources	resource	NOUN
crl-15193	38	7	can	can	AUX
crl-15193	38	8	have	have	VERB
crl-15193	38	9	a	a	DET
crl-15193	38	10	significant	significant	ADJ
crl-15193	38	11	influ­	influ­	PROPN
crl-15193	38	12	ence	ence	NOUN
crl-15193	38	13	on	on	ADP
crl-15193	38	14	user	user	NOUN
crl-15193	38	15	satisfaction	satisfaction	NOUN
crl-15193	38	16	.	.	PUNCT
crl-15193	39	1	it	it	PRON
crl-15193	39	2	is	be	AUX
crl-15193	39	3	important	important	ADJ
crl-15193	39	4	to	to	PART
crl-15193	39	5	note	note	VERB
crl-15193	39	6	,	,	PUNCT
crl-15193	39	7	however	however	ADV
crl-15193	39	8	,	,	PUNCT
crl-15193	39	9	that	that	SCONJ
crl-15193	39	10	the	the	DET
crl-15193	39	11	quality	quality	NOUN
crl-15193	39	12	of	of	ADP
crl-15193	39	13	the	the	DET
crl-15193	39	14	resources	resource	NOUN
crl-15193	39	15	may	may	AUX
crl-15193	39	16	be	be	AUX
crl-15193	39	17	judged	judge	VERB
crl-15193	39	18	from	from	ADP
crl-15193	39	19	an	an	DET
crl-15193	39	20	overall	overall	ADJ
crl-15193	39	21	perception	perception	NOUN
crl-15193	39	22	as	as	ADP
crl-15193	39	23	to	to	ADP
crl-15193	39	24	whether	whether	SCONJ
crl-15193	39	25	the	the	DET
crl-15193	39	26	library	library	NOUN
crl-15193	39	27	can	can	AUX
crl-15193	39	28	provide	provide	VERB
crl-15193	39	29	access	access	NOUN
crl-15193	39	30	to	to	ADP
crl-15193	39	31	materials	material	NOUN
crl-15193	39	32	(	(	PUNCT
crl-15193	39	33	e.g.	e.g.	ADV
crl-15193	39	34	,	,	PUNCT
crl-15193	39	35	through	through	ADP
crl-15193	39	36	interlibrary	interlibrary	ADJ
crl-15193	39	37	loans	loan	NOUN
crl-15193	39	38	or	or	CCONJ
crl-15193	39	39	other	other	ADJ
crl-15193	39	40	document	document	NOUN
crl-15193	39	41	de­	de­	VERB
crl-15193	39	42	livery	livery	NOUN
crl-15193	39	43	services	service	NOUN
crl-15193	39	44	)	)	PUNCT
crl-15193	39	45	when	when	SCONJ
crl-15193	39	46	and	and	CCONJ
crl-15193	39	47	where	where	SCONJ
crl-15193	39	48	needed	need	VERB
crl-15193	39	49	.	.	PUNCT
crl-15193	40	1	it	it	PRON
crl-15193	40	2	is	be	AUX
crl-15193	40	3	this	this	DET
crl-15193	40	4	overall	overall	ADJ
crl-15193	40	5	perception	perception	NOUN
crl-15193	40	6	of	of	ADP
crl-15193	40	7	a	a	DET
crl-15193	40	8	library	library	NOUN
crl-15193	40	9	’s	’s	PART
crl-15193	40	10	resources	resource	NOUN
crl-15193	40	11	that	that	PRON
crl-15193	40	12	contributes	contribute	VERB
crl-15193	40	13	to	to	ADP
crl-15193	40	14	user	user	NOUN
crl-15193	40	15	satisfac­	satisfac­	VERB
crl-15193	40	16	tion	tion	NOUN
crl-15193	40	17	.	.	PUNCT
crl-15193	41	1	thus	thus	ADV
crl-15193	41	2	,	,	PUNCT
crl-15193	41	3	the	the	DET
crl-15193	41	4	authors	author	NOUN
crl-15193	41	5	propose	propose	VERB
crl-15193	41	6	that	that	SCONJ
crl-15193	41	7	:	:	PUNCT
crl-15193	41	8	p1	p1	NOUN
crl-15193	41	9	:	:	PUNCT
crl-15193	41	10	the	the	PRON
crl-15193	41	11	higher	high	ADJ
crl-15193	41	12	the	the	DET
crl-15193	41	13	perceived	perceive	VERB
crl-15193	41	14	quality	quality	NOUN
crl-15193	41	15	of	of	ADP
crl-15193	41	16	the	the	DET
crl-15193	41	17	library	library	NOUN
crl-15193	41	18	’s	’s	PART
crl-15193	41	19	resources	resource	NOUN
crl-15193	41	20	,	,	PUNCT
crl-15193	41	21	the	the	PRON
crl-15193	41	22	greater	great	ADJ
crl-15193	41	23	the	the	DET
crl-15193	41	24	level	level	NOUN
crl-15193	41	25	of	of	ADP
crl-15193	41	26	user	user	NOUN
crl-15193	41	27	satisfaction	satisfaction	NOUN
crl-15193	41	28	.	.	PUNCT
crl-15193	42	1	the	the	DET
crl-15193	42	2	servqual	servqual	PROPN
crl-15193	42	3	literature	literature	PROPN
crl-15193	42	4	identifies	identify	VERB
crl-15193	42	5	re­	re­	VERB
crl-15193	42	6	sponsiveness	sponsiveness	ADV
crl-15193	42	7	as	as	ADP
crl-15193	42	8	an	an	DET
crl-15193	42	9	important	important	ADJ
crl-15193	42	10	element	element	NOUN
crl-15193	42	11	of	of	ADP
crl-15193	42	12	service	service	NOUN
crl-15193	42	13	quality	quality	NOUN
crl-15193	42	14	.	.	PUNCT
crl-15193	43	1	it	it	PRON
crl-15193	43	2	is	be	AUX
crl-15193	43	3	defined	define	VERB
crl-15193	43	4	as	as	ADP
crl-15193	43	5	the	the	DET
crl-15193	43	6	will­	will­	NOUN
crl-15193	43	7	ingness	ingness	NOUN
crl-15193	43	8	of	of	ADP
crl-15193	43	9	the	the	DET
crl-15193	43	10	staff	staff	NOUN
crl-15193	43	11	to	to	PART
crl-15193	43	12	be	be	AUX
crl-15193	43	13	helpful	helpful	ADJ
crl-15193	43	14	and	and	CCONJ
crl-15193	43	15	to	to	PART
crl-15193	43	16	provide	provide	VERB
crl-15193	43	17	prompt	prompt	ADJ
crl-15193	43	18	services	service	NOUN
crl-15193	43	19	.	.	PUNCT
crl-15193	44	1	at	at	ADP
crl-15193	44	2	academic	academic	ADJ
crl-15193	44	3	li­	li­	PROPN
crl-15193	44	4	braries	brarie	NOUN
crl-15193	44	5	,	,	PUNCT
crl-15193	44	6	users	user	NOUN
crl-15193	44	7	expect	expect	VERB
crl-15193	44	8	that	that	SCONJ
crl-15193	44	9	the	the	DET
crl-15193	44	10	library	library	NOUN
crl-15193	44	11	staff	staff	NOUN
crl-15193	44	12	will	will	AUX
crl-15193	44	13	attend	attend	VERB
crl-15193	44	14	to	to	ADP
crl-15193	44	15	their	their	PRON
crl-15193	44	16	needs	need	NOUN
crl-15193	44	17	quickly	quickly	ADV
crl-15193	44	18	and	and	CCONJ
crl-15193	44	19	ef­	ef­	VERB
crl-15193	44	20	ficiently	ficiently	ADV
crl-15193	44	21	.	.	PUNCT
crl-15193	45	1	promptness	promptness	ADJ
crl-15193	45	2	,	,	PUNCT
crl-15193	45	3	therefore	therefore	ADV
crl-15193	45	4	,	,	PUNCT
crl-15193	45	5	can	can	AUX
crl-15193	45	6	be	be	AUX
crl-15193	45	7	critical	critical	ADJ
crl-15193	45	8	to	to	ADP
crl-15193	45	9	users	user	NOUN
crl-15193	45	10	’	’	PART
crl-15193	45	11	perceptions	perception	NOUN
crl-15193	45	12	of	of	ADP
crl-15193	45	13	respon­	respon­	PROPN
crl-15193	45	14	siveness	siveness	NOUN
crl-15193	45	15	.	.	PUNCT
crl-15193	46	1	helpfulness	helpfulness	ADJ
crl-15193	46	2	,	,	PUNCT
crl-15193	46	3	identified	identify	VERB
crl-15193	46	4	in	in	ADP
crl-15193	46	5	the	the	DET
crl-15193	46	6	literature	literature	NOUN
crl-15193	46	7	as	as	ADP
crl-15193	46	8	a	a	DET
crl-15193	46	9	component	component	NOUN
crl-15193	46	10	of	of	ADP
crl-15193	46	11	responsive­	responsive­	NOUN
crl-15193	46	12	ness	ness	NOUN
crl-15193	46	13	,	,	PUNCT
crl-15193	46	14	finds	find	VERB
crl-15193	46	15	its	its	PRON
crl-15193	46	16	place	place	NOUN
crl-15193	46	17	in	in	ADP
crl-15193	46	18	another	another	DET
crl-15193	46	19	factor	factor	NOUN
crl-15193	46	20	the	the	DET
crl-15193	46	21	authors	author	NOUN
crl-15193	46	22	have	have	AUX
crl-15193	46	23	termed	term	VERB
crl-15193	46	24	demeanor	demeanor	NOUN
crl-15193	46	25	(	(	PUNCT
crl-15193	46	26	which	which	PRON
crl-15193	46	27	is	be	AUX
crl-15193	46	28	promptness	promptness	ADJ
crl-15193	46	29	,	,	PUNCT
crl-15193	46	30	therefore	therefore	ADV
crl-15193	46	31	,	,	PUNCT
crl-15193	46	32	can	can	AUX
crl-15193	46	33	be	be	AUX
crl-15193	46	34	critical	critical	ADJ
crl-15193	46	35	to	to	ADP
crl-15193	46	36	users	user	NOUN
crl-15193	46	37	’	’	PART
crl-15193	46	38	perceptions	perception	NOUN
crl-15193	46	39	of	of	ADP
crl-15193	46	40	responsive­	responsive­	NOUN
crl-15193	46	41	ness	ness	ADJ
crl-15193	46	42	.	.	PUNCT
crl-15193	47	1	subsequently	subsequently	ADV
crl-15193	47	2	addressed	address	VERB
crl-15193	47	3	)	)	PUNCT
crl-15193	47	4	.	.	PUNCT
crl-15193	48	1	the	the	DET
crl-15193	48	2	authors	author	NOUN
crl-15193	48	3	’	’	PART
crl-15193	48	4	measures	measure	NOUN
crl-15193	48	5	of	of	ADP
crl-15193	48	6	responsiveness	responsiveness	NOUN
crl-15193	48	7	also	also	ADV
crl-15193	48	8	are	be	AUX
crl-15193	48	9	some­	some­	ADJ
crl-15193	48	10	what	what	PRON
crl-15193	48	11	different	different	ADJ
crl-15193	48	12	from	from	ADP
crl-15193	48	13	those	those	PRON
crl-15193	48	14	in	in	ADP
crl-15193	48	15	the	the	DET
crl-15193	48	16	original	original	ADJ
crl-15193	48	17	servqual	servqual	ADJ
crl-15193	48	18	scale	scale	NOUN
crl-15193	48	19	and	and	CCONJ
crl-15193	48	20	focus	focus	VERB
crl-15193	48	21	on	on	ADP
crl-15193	48	22	promptness	promptness	ADJ
crl-15193	48	23	.	.	PUNCT
crl-15193	49	1	these	these	DET
crl-15193	49	2	measures	measure	NOUN
crl-15193	49	3	address	address	VERB
crl-15193	49	4	waiting	waiting	NOUN
crl-15193	49	5	time	time	NOUN
crl-15193	49	6	,	,	PUNCT
crl-15193	49	7	avail­	avail­	PROPN
crl-15193	49	8	ability	ability	NOUN
crl-15193	49	9	of	of	ADP
crl-15193	49	10	the	the	DET
crl-15193	49	11	staff	staff	NOUN
crl-15193	49	12	to	to	PART
crl-15193	49	13	help	help	VERB
crl-15193	49	14	users	user	NOUN
crl-15193	49	15	when	when	SCONJ
crl-15193	49	16	needed	need	VERB
crl-15193	49	17	,	,	PUNCT
crl-15193	49	18	and	and	CCONJ
crl-15193	49	19	whether	whether	SCONJ
crl-15193	49	20	the	the	DET
crl-15193	49	21	staff	staff	NOUN
crl-15193	49	22	quickly	quickly	ADV
crl-15193	49	23	make	make	VERB
crl-15193	49	24	sure	sure	ADJ
crl-15193	49	25	that	that	SCONJ
crl-15193	49	26	users	user	NOUN
crl-15193	49	27	have	have	VERB
crl-15193	49	28	what	what	PRON
crl-15193	49	29	they	they	PRON
crl-15193	49	30	need	need	VERB
crl-15193	49	31	.	.	PUNCT
crl-15193	50	1	the	the	PRON
crl-15193	50	2	au­	au­	ADP
crl-15193	50	3	thors	thor	NOUN
crl-15193	50	4	also	also	ADV
crl-15193	50	5	propose	propose	VERB
crl-15193	50	6	that	that	SCONJ
crl-15193	50	7	:	:	PUNCT
crl-15193	50	8	p2	p2	NOUN
crl-15193	50	9	:	:	PUNCT
crl-15193	50	10	the	the	PRON
crl-15193	50	11	greater	great	ADJ
crl-15193	50	12	the	the	DET
crl-15193	50	13	responsiveness	responsiveness	NOUN
crl-15193	50	14	of	of	ADP
crl-15193	50	15	the	the	DET
crl-15193	50	16	library	library	NOUN
crl-15193	50	17	staff	staff	NOUN
crl-15193	50	18	,	,	PUNCT
crl-15193	50	19	the	the	PRON
crl-15193	50	20	greater	great	ADJ
crl-15193	50	21	the	the	DET
crl-15193	50	22	level	level	NOUN
crl-15193	50	23	of	of	ADP
crl-15193	50	24	satis­	satis­	ADJ
crl-15193	50	25	faction	faction	NOUN
crl-15193	50	26	among	among	ADP
crl-15193	50	27	academic	academic	ADJ
crl-15193	50	28	library	library	NOUN
crl-15193	50	29	users	user	NOUN
crl-15193	50	30	.	.	PUNCT
crl-15193	51	1	another	another	DET
crl-15193	51	2	expectation	expectation	NOUN
crl-15193	51	3	among	among	ADP
crl-15193	51	4	library	library	NOUN
crl-15193	51	5	users	user	NOUN
crl-15193	51	6	is	be	AUX
crl-15193	51	7	that	that	PRON
crl-15193	51	8	of	of	ADP
crl-15193	51	9	competent	competent	ADJ
crl-15193	51	10	services	service	NOUN
crl-15193	51	11	.	.	PUNCT
crl-15193	52	1	in	in	ADP
crl-15193	52	2	the	the	DET
crl-15193	52	3	context	context	NOUN
crl-15193	52	4	of	of	ADP
crl-15193	52	5	academic	academic	ADJ
crl-15193	52	6	libraries	library	NOUN
crl-15193	52	7	,	,	PUNCT
crl-15193	52	8	as	as	ADP
crl-15193	52	9	in	in	ADP
crl-15193	52	10	other	other	ADJ
crl-15193	52	11	libraries	library	NOUN
crl-15193	52	12	,	,	PUNCT
crl-15193	52	13	users	user	NOUN
crl-15193	52	14	want	want	VERB
crl-15193	52	15	the	the	DET
crl-15193	52	16	staff	staff	NOUN
crl-15193	52	17	to	to	PART
crl-15193	52	18	be	be	AUX
crl-15193	52	19	knowl­	knowl­	NOUN
crl-15193	52	20	edgeable	edgeable	ADJ
crl-15193	52	21	and	and	CCONJ
crl-15193	52	22	to	to	PART
crl-15193	52	23	be	be	AUX
crl-15193	52	24	able	able	ADJ
crl-15193	52	25	to	to	PART
crl-15193	52	26	assist	assist	VERB
crl-15193	52	27	them	they	PRON
crl-15193	52	28	in	in	ADP
crl-15193	52	29	locating	locate	VERB
crl-15193	52	30	needed	need	VERB
crl-15193	52	31	materials	material	NOUN
crl-15193	52	32	and	and	CCONJ
crl-15193	52	33	informa­	informa­	PROPN
crl-15193	52	34	tion	tion	NOUN
crl-15193	52	35	quickly	quickly	ADV
crl-15193	52	36	and	and	CCONJ
crl-15193	52	37	efficiently	efficiently	ADV
crl-15193	52	38	.	.	PUNCT
crl-15193	53	1	when	when	SCONJ
crl-15193	53	2	users	user	NOUN
crl-15193	53	3	perceive	perceive	VERB
crl-15193	53	4	that	that	SCONJ
crl-15193	53	5	the	the	DET
crl-15193	53	6	library	library	NOUN
crl-15193	53	7	staff	staff	NOUN
crl-15193	53	8	are	be	AUX
crl-15193	53	9	compe­	compe­	NOUN
crl-15193	53	10	tent	tent	NOUN
crl-15193	53	11	,	,	PUNCT
crl-15193	53	12	they	they	PRON
crl-15193	53	13	will	will	AUX
crl-15193	53	14	feel	feel	VERB
crl-15193	53	15	assured	assure	VERB
crl-15193	53	16	that	that	SCONJ
crl-15193	53	17	problems	problem	NOUN
crl-15193	53	18	will	will	AUX
crl-15193	53	19	be	be	AUX
crl-15193	53	20	easily	easily	ADV
crl-15193	53	21	resolved	resolve	VERB
crl-15193	53	22	,	,	PUNCT
crl-15193	53	23	leading	lead	VERB
crl-15193	53	24	to	to	ADP
crl-15193	53	25	greater	great	ADJ
crl-15193	53	26	satisfaction	satisfaction	NOUN
crl-15193	53	27	with	with	ADP
crl-15193	53	28	the	the	DET
crl-15193	53	29	services	service	NOUN
crl-15193	53	30	.	.	PUNCT
crl-15193	54	1	although	although	SCONJ
crl-15193	54	2	competence	competence	NOUN
crl-15193	54	3	was	be	AUX
crl-15193	54	4	proposed	propose	VERB
crl-15193	54	5	as	as	ADP
crl-15193	54	6	a	a	DET
crl-15193	54	7	separate	separate	ADJ
crl-15193	54	8	service	service	NOUN
crl-15193	54	9	quality	quality	NOUN
crl-15193	54	10	dimension	dimension	NOUN
crl-15193	54	11	in	in	ADP
crl-15193	54	12	the	the	DET
crl-15193	54	13	original	original	ADJ
crl-15193	54	14	conceptualization	conceptualization	NOUN
crl-15193	54	15	by	by	ADP
crl-15193	54	16	parasuraman	parasuraman	NOUN
crl-15193	54	17	,	,	PUNCT
crl-15193	54	18	zeithaml	zeithaml	PROPN
crl-15193	54	19	,	,	PUNCT
crl-15193	54	20	and	and	CCONJ
crl-15193	54	21	berry,21	berry,21	VERB
crl-15193	54	22	sub­	sub­	NOUN
crl-15193	54	23	sequent	sequent	NOUN
crl-15193	54	24	empirical	empirical	ADJ
crl-15193	54	25	results	result	NOUN
crl-15193	54	26	suggested	suggest	VERB
crl-15193	54	27	that	that	SCONJ
crl-15193	54	28	the	the	DET
crl-15193	54	29	measures	measure	NOUN
crl-15193	54	30	should	should	AUX
crl-15193	54	31	depict	depict	VERB
crl-15193	54	32	reliability	reliability	NOUN
crl-15193	54	33	.	.	PUNCT
crl-15193	55	1	thus	thus	ADV
crl-15193	55	2	,	,	PUNCT
crl-15193	55	3	competence	competence	NOUN
crl-15193	55	4	was	be	AUX
crl-15193	55	5	not	not	PART
crl-15193	55	6	considered	consider	VERB
crl-15193	55	7	a	a	DET
crl-15193	55	8	separate	separate	ADJ
crl-15193	55	9	dimension	dimension	NOUN
crl-15193	55	10	in	in	ADP
crl-15193	55	11	the	the	DET
crl-15193	55	12	servqual	servqual	ADJ
crl-15193	55	13	framework	framework	NOUN
crl-15193	55	14	.	.	PUNCT
crl-15193	56	1	at	at	ADP
crl-15193	56	2	the	the	DET
crl-15193	56	3	same	same	ADJ
crl-15193	56	4	time	time	NOUN
crl-15193	56	5	,	,	PUNCT
crl-15193	56	6	several	several	ADJ
crl-15193	56	7	items	item	NOUN
crl-15193	56	8	in	in	ADP
crl-15193	56	9	the	the	DET
crl-15193	56	10	proposed	propose	VERB
crl-15193	56	11	reliability	reliability	NOUN
crl-15193	56	12	scale	scale	NOUN
crl-15193	56	13	,	,	PUNCT
crl-15193	56	14	such	such	ADJ
crl-15193	56	15	as	as	ADP
crl-15193	56	16	accuracy	accuracy	NOUN
crl-15193	56	17	in	in	ADP
crl-15193	56	18	billing	billing	NOUN
crl-15193	56	19	,	,	PUNCT
crl-15193	56	20	keeping	keep	VERB
crl-15193	56	21	records	record	NOUN
crl-15193	56	22	correctly	correctly	ADV
crl-15193	56	23	,	,	PUNCT
crl-15193	56	24	etc	etc	X
crl-15193	56	25	.	.	X
crl-15193	56	26	,	,	PUNCT
crl-15193	56	27	as	as	SCONJ
crl-15193	56	28	proposed	propose	VERB
crl-15193	56	29	by	by	ADP
crl-15193	56	30	parasuraman	parasuraman	NOUN
crl-15193	56	31	,	,	PUNCT
crl-15193	56	32	berry	berry	NOUN
crl-15193	56	33	,	,	PUNCT
crl-15193	56	34	and	and	CCONJ
crl-15193	56	35	zeithaml,22	zeithaml,22	NOUN
crl-15193	56	36	did	do	AUX
crl-15193	56	37	not	not	PART
crl-15193	56	38	,	,	PUNCT
crl-15193	56	39	in	in	ADP
crl-15193	56	40	the	the	DET
crl-15193	56	41	authors	author	NOUN
crl-15193	56	42	’	’	PART
crl-15193	56	43	opinion	opinion	NOUN
crl-15193	56	44	,	,	PUNCT
crl-15193	56	45	fit	fit	VERB
crl-15193	56	46	the	the	DET
crl-15193	56	47	aca­	aca­	NOUN
crl-15193	56	48	explaining	explain	VERB
crl-15193	56	49	user	user	NOUN
crl-15193	56	50	satisfaction	satisfaction	NOUN
crl-15193	56	51	159	159	NUM
crl-15193	56	52	demic	demic	ADJ
crl-15193	56	53	library	library	NOUN
crl-15193	56	54	setting	set	VERB
crl-15193	56	55	because	because	SCONJ
crl-15193	56	56	library	library	ADJ
crl-15193	56	57	us­	us­	NOUN
crl-15193	56	58	ers	er	NOUN
crl-15193	56	59	generally	generally	ADV
crl-15193	56	60	would	would	AUX
crl-15193	56	61	be	be	AUX
crl-15193	56	62	unable	unable	ADJ
crl-15193	56	63	to	to	PART
crl-15193	56	64	assess	assess	VERB
crl-15193	56	65	these	these	DET
crl-15193	56	66	elements	element	NOUN
crl-15193	56	67	.	.	PUNCT
crl-15193	57	1	hence	hence	ADV
crl-15193	57	2	,	,	PUNCT
crl-15193	57	3	these	these	DET
crl-15193	57	4	items	item	NOUN
crl-15193	57	5	were	be	AUX
crl-15193	57	6	not	not	PART
crl-15193	57	7	included	include	VERB
crl-15193	57	8	in	in	ADP
crl-15193	57	9	the	the	DET
crl-15193	57	10	authors	author	NOUN
crl-15193	57	11	’	'	PUNCT
crl-15193	57	12	study	study	NOUN
crl-15193	57	13	.	.	PUNCT
crl-15193	58	1	more­	more­	VERB
crl-15193	58	2	over	over	ADV
crl-15193	58	3	,	,	PUNCT
crl-15193	58	4	because	because	SCONJ
crl-15193	58	5	competent	competent	ADJ
crl-15193	58	6	services	service	NOUN
crl-15193	58	7	was	be	AUX
crl-15193	58	8	identified	identify	VERB
crl-15193	58	9	as	as	ADP
crl-15193	58	10	important	important	ADJ
crl-15193	58	11	to	to	ADP
crl-15193	58	12	customer	customer	NOUN
crl-15193	58	13	sat­	sat­	NOUN
crl-15193	58	14	isfaction	isfaction	NOUN
crl-15193	58	15	,	,	PUNCT
crl-15193	58	16	the	the	DET
crl-15193	58	17	authors	author	NOUN
crl-15193	58	18	chose	choose	VERB
crl-15193	58	19	to	to	PART
crl-15193	58	20	retain	retain	VERB
crl-15193	58	21	this	this	DET
crl-15193	58	22	construct	construct	NOUN
crl-15193	58	23	,	,	PUNCT
crl-15193	58	24	using	use	VERB
crl-15193	58	25	four	four	NUM
crl-15193	58	26	alternative	alternative	ADJ
crl-15193	58	27	items	item	NOUN
crl-15193	58	28	to	to	PART
crl-15193	58	29	measure	measure	VERB
crl-15193	58	30	it	it	PRON
crl-15193	58	31	.	.	PUNCT
crl-15193	59	1	competent	competent	ADJ
crl-15193	59	2	services	service	NOUN
crl-15193	59	3	focused	focus	VERB
crl-15193	59	4	on	on	ADP
crl-15193	59	5	the	the	DET
crl-15193	59	6	library	library	NOUN
crl-15193	59	7	staff	staff	NOUN
crl-15193	59	8	being	be	AUX
crl-15193	59	9	good	good	ADJ
crl-15193	59	10	at	at	ADP
crl-15193	59	11	explaining	explain	VERB
crl-15193	59	12	how	how	SCONJ
crl-15193	59	13	materials	material	NOUN
crl-15193	59	14	are	be	AUX
crl-15193	59	15	arranged	arrange	VERB
crl-15193	59	16	,	,	PUNCT
crl-15193	59	17	their	their	PRON
crl-15193	59	18	knowl­	knowl­	NOUN
crl-15193	59	19	edge	edge	NOUN
crl-15193	59	20	,	,	PUNCT
crl-15193	59	21	their	their	PRON
crl-15193	59	22	ability	ability	NOUN
crl-15193	59	23	to	to	PART
crl-15193	59	24	answer	answer	VERB
crl-15193	59	25	questions	question	NOUN
crl-15193	59	26	ap­	ap­	AUX
crl-15193	59	27	propriately	propriately	ADV
crl-15193	59	28	,	,	PUNCT
crl-15193	59	29	and	and	CCONJ
crl-15193	59	30	their	their	PRON
crl-15193	59	31	ensuring	ensure	VERB
crl-15193	59	32	that	that	SCONJ
crl-15193	59	33	all	all	DET
crl-15193	59	34	questions	question	NOUN
crl-15193	59	35	are	be	AUX
crl-15193	59	36	answered	answer	VERB
crl-15193	59	37	.	.	PUNCT
crl-15193	60	1	the	the	DET
crl-15193	60	2	authors	author	NOUN
crl-15193	60	3	pro­	pro­	VERB
crl-15193	60	4	pose	pose	VERB
crl-15193	60	5	that	that	PRON
crl-15193	60	6	:	:	PUNCT
crl-15193	60	7	p	p	NOUN
crl-15193	60	8	3	3	NUM
crl-15193	60	9	:	:	PUNCT
crl-15193	60	10	the	the	PRON
crl-15193	60	11	greater	great	ADJ
crl-15193	60	12	the	the	DET
crl-15193	60	13	perceived	perceive	VERB
crl-15193	60	14	compe­	compe­	NOUN
crl-15193	60	15	tence	tence	NOUN
crl-15193	60	16	of	of	ADP
crl-15193	60	17	the	the	DET
crl-15193	60	18	library	library	NOUN
crl-15193	60	19	staff	staff	NOUN
crl-15193	60	20	,	,	PUNCT
crl-15193	60	21	the	the	PRON
crl-15193	60	22	greater	great	ADJ
crl-15193	60	23	the	the	DET
crl-15193	60	24	level	level	NOUN
crl-15193	60	25	of	of	ADP
crl-15193	60	26	user	user	NOUN
crl-15193	60	27	satisfaction	satisfaction	NOUN
crl-15193	60	28	.	.	PUNCT
crl-15193	61	1	the	the	DET
crl-15193	61	2	general	general	ADJ
crl-15193	61	3	demeanor	demeanor	NOUN
crl-15193	61	4	of	of	ADP
crl-15193	61	5	library	library	ADJ
crl-15193	61	6	staff	staff	NOUN
crl-15193	61	7	,	,	PUNCT
crl-15193	61	8	as	as	SCONJ
crl-15193	61	9	perceived	perceive	VERB
crl-15193	61	10	by	by	ADP
crl-15193	61	11	library	library	NOUN
crl-15193	61	12	users	user	NOUN
crl-15193	61	13	,	,	PUNCT
crl-15193	61	14	also	also	ADV
crl-15193	61	15	can	can	AUX
crl-15193	61	16	have	have	VERB
crl-15193	61	17	a	a	DET
crl-15193	61	18	significant	significant	ADJ
crl-15193	61	19	impact	impact	NOUN
crl-15193	61	20	on	on	ADP
crl-15193	61	21	user	user	NOUN
crl-15193	61	22	satis­	satis­	PROPN
crl-15193	61	23	faction	faction	NOUN
crl-15193	61	24	.	.	PUNCT
crl-15193	62	1	users	user	NOUN
crl-15193	62	2	look	look	VERB
crl-15193	62	3	for	for	ADP
crl-15193	62	4	staff	staff	NOUN
crl-15193	62	5	who	who	PRON
crl-15193	62	6	are	be	AUX
crl-15193	62	7	friendly	friendly	ADJ
crl-15193	62	8	and	and	CCONJ
crl-15193	62	9	approachable	approachable	ADJ
crl-15193	62	10	,	,	PUNCT
crl-15193	62	11	but	but	CCONJ
crl-15193	62	12	not	not	PART
crl-15193	62	13	unnec­	unnec­	ADJ
crl-15193	62	14	essarily	essarily	ADV
crl-15193	62	15	intrusive	intrusive	ADJ
crl-15193	62	16	.	.	PUNCT
crl-15193	63	1	several	several	ADJ
crl-15193	63	2	aspects	aspect	NOUN
crl-15193	63	3	of	of	ADP
crl-15193	63	4	staff	staff	NOUN
crl-15193	63	5	demeanor	demeanor	NOUN
crl-15193	63	6	seemed	seem	VERB
crl-15193	63	7	to	to	PART
crl-15193	63	8	overlap	overlap	VERB
crl-15193	63	9	two	two	NUM
crl-15193	63	10	fac­	fac­	ADJ
crl-15193	63	11	tors	tor	NOUN
crl-15193	63	12	—	—	PUNCT
crl-15193	63	13	assurance	assurance	NOUN
crl-15193	63	14	and	and	CCONJ
crl-15193	63	15	empathy	empathy	NOUN
crl-15193	63	16	—	—	PUNCT
crl-15193	63	17	proposed	propose	VERB
crl-15193	63	18	in	in	ADP
crl-15193	63	19	the	the	DET
crl-15193	63	20	servqual	servqual	ADJ
crl-15193	63	21	framework	framework	NOUN
crl-15193	63	22	.	.	PUNCT
crl-15193	64	1	however	however	ADV
crl-15193	64	2	,	,	PUNCT
crl-15193	64	3	some	some	DET
crl-15193	64	4	modifications	modification	NOUN
crl-15193	64	5	were	be	AUX
crl-15193	64	6	necessary	necessary	ADJ
crl-15193	64	7	to	to	PART
crl-15193	64	8	represent	represent	VERB
crl-15193	64	9	the	the	DET
crl-15193	64	10	demeanor	demeanor	NOUN
crl-15193	64	11	construct	construct	VERB
crl-15193	64	12	clearly	clearly	ADV
crl-15193	64	13	.	.	PUNCT
crl-15193	65	1	for	for	ADP
crl-15193	65	2	example	example	NOUN
crl-15193	65	3	,	,	PUNCT
crl-15193	65	4	two	two	NUM
crl-15193	65	5	items	item	NOUN
crl-15193	65	6	of	of	ADP
crl-15193	65	7	the	the	DET
crl-15193	65	8	assurance	assurance	NOUN
crl-15193	65	9	dimension	dimension	NOUN
crl-15193	65	10	in	in	ADP
crl-15193	65	11	the	the	DET
crl-15193	65	12	original	original	ADJ
crl-15193	65	13	scale	scale	NOUN
crl-15193	65	14	did	do	AUX
crl-15193	65	15	not	not	PART
crl-15193	65	16	seem	seem	VERB
crl-15193	65	17	to	to	PART
crl-15193	65	18	be	be	AUX
crl-15193	65	19	critical	critical	ADJ
crl-15193	65	20	to	to	ADP
crl-15193	65	21	the	the	DET
crl-15193	65	22	library	library	NOUN
crl-15193	65	23	setting	set	VERB
crl-15193	65	24	.	.	PUNCT
crl-15193	66	1	these	these	DET
crl-15193	66	2	items	item	NOUN
crl-15193	66	3	included	include	VERB
crl-15193	66	4	feeling	feel	VERB
crl-15193	66	5	safe	safe	ADJ
crl-15193	66	6	in	in	ADP
crl-15193	66	7	the	the	DET
crl-15193	66	8	transaction	transaction	NOUN
crl-15193	66	9	with	with	ADP
crl-15193	66	10	library	library	ADJ
crl-15193	66	11	staff	staff	NOUN
crl-15193	66	12	and	and	CCONJ
crl-15193	66	13	the	the	DET
crl-15193	66	14	ex­	ex­	NOUN
crl-15193	66	15	tent	tent	NOUN
crl-15193	66	16	to	to	PART
crl-15193	66	17	which	which	PRON
crl-15193	66	18	library	library	NOUN
crl-15193	66	19	staff	staff	NOUN
crl-15193	66	20	instilled	instill	VERB
crl-15193	66	21	confi­	confi­	NOUN
crl-15193	66	22	dence	dence	NOUN
crl-15193	66	23	in	in	ADP
crl-15193	66	24	customers	customer	NOUN
crl-15193	66	25	.	.	PUNCT
crl-15193	67	1	another	another	DET
crl-15193	67	2	item	item	NOUN
crl-15193	67	3	—	—	PUNCT
crl-15193	67	4	em­	em­	NOUN
crl-15193	67	5	ployees	ployee	NOUN
crl-15193	67	6	have	have	VERB
crl-15193	67	7	the	the	DET
crl-15193	67	8	knowledge	knowledge	NOUN
crl-15193	67	9	to	to	PART
crl-15193	67	10	answer	answer	VERB
crl-15193	67	11	your	your	PRON
crl-15193	67	12	questions	question	NOUN
crl-15193	67	13	—	—	PUNCT
crl-15193	67	14	seemed	seem	VERB
crl-15193	67	15	to	to	PART
crl-15193	67	16	belong	belong	VERB
crl-15193	67	17	more	more	ADV
crl-15193	67	18	appropriately	appropriately	ADV
crl-15193	67	19	to	to	ADP
crl-15193	67	20	the	the	DET
crl-15193	67	21	group	group	NOUN
crl-15193	67	22	of	of	ADP
crl-15193	67	23	items	item	NOUN
crl-15193	67	24	rep­	rep­	ADJ
crl-15193	67	25	resenting	resent	VERB
crl-15193	67	26	competence	competence	NOUN
crl-15193	67	27	.	.	PUNCT
crl-15193	68	1	nitecki	nitecki	PROPN
crl-15193	68	2	also	also	ADV
crl-15193	68	3	showed	show	VERB
crl-15193	68	4	how	how	SCONJ
crl-15193	68	5	these	these	PRON
crl-15193	68	6	and	and	CCONJ
crl-15193	68	7	other	other	ADJ
crl-15193	68	8	servqual	servqual	ADJ
crl-15193	68	9	items	item	NOUN
crl-15193	68	10	were	be	AUX
crl-15193	68	11	inappropriate	inappropriate	ADJ
crl-15193	68	12	for	for	ADP
crl-15193	68	13	the	the	DET
crl-15193	68	14	aca­	aca­	PROPN
crl-15193	68	15	demic	demic	ADJ
crl-15193	68	16	library	library	NOUN
crl-15193	68	17	setting.23	setting.23	PROPN
crl-15193	68	18	consequently	consequently	ADV
crl-15193	68	19	,	,	PUNCT
crl-15193	68	20	the	the	DET
crl-15193	68	21	authors	author	NOUN
crl-15193	68	22	introduced	introduce	VERB
crl-15193	68	23	the	the	DET
crl-15193	68	24	construct	construct	NOUN
crl-15193	68	25	“	"	PUNCT
crl-15193	68	26	de­	de­	ADJ
crl-15193	68	27	meanor	meanor	NOUN
crl-15193	68	28	,	,	PUNCT
crl-15193	68	29	”	"	PUNCT
crl-15193	68	30	which	which	PRON
crl-15193	68	31	included	include	VERB
crl-15193	68	32	items	item	NOUN
crl-15193	68	33	from	from	ADP
crl-15193	68	34	empathy	empathy	NOUN
crl-15193	68	35	and	and	CCONJ
crl-15193	68	36	assurance	assurance	NOUN
crl-15193	68	37	,	,	PUNCT
crl-15193	68	38	in	in	ADP
crl-15193	68	39	addition	addition	NOUN
crl-15193	68	40	to	to	ADP
crl-15193	68	41	several	several	ADJ
crl-15193	68	42	new	new	ADJ
crl-15193	68	43	items	item	NOUN
crl-15193	68	44	.	.	PUNCT
crl-15193	69	1	the	the	DET
crl-15193	69	2	construct	construct	NOUN
crl-15193	69	3	is	be	AUX
crl-15193	69	4	de­	de­	VERB
crl-15193	69	5	picted	picte	VERB
crl-15193	69	6	by	by	ADP
crl-15193	69	7	staff	staff	NOUN
crl-15193	69	8	sensitivity	sensitivity	NOUN
crl-15193	69	9	to	to	ADP
crl-15193	69	10	user	user	NOUN
crl-15193	69	11	needs	need	NOUN
crl-15193	69	12	,	,	PUNCT
crl-15193	69	13	willingness	willingness	NOUN
crl-15193	69	14	to	to	PART
crl-15193	69	15	listen	listen	VERB
crl-15193	69	16	to	to	ADP
crl-15193	69	17	user	user	NOUN
crl-15193	69	18	problems	problem	NOUN
crl-15193	69	19	,	,	PUNCT
crl-15193	69	20	being	be	AUX
crl-15193	69	21	polite	polite	ADJ
crl-15193	69	22	,	,	PUNCT
crl-15193	69	23	being	be	AUX
crl-15193	69	24	courteous	courteous	ADJ
crl-15193	69	25	,	,	PUNCT
crl-15193	69	26	and	and	CCONJ
crl-15193	69	27	being	be	AUX
crl-15193	69	28	sympathetic	sympathetic	ADJ
crl-15193	69	29	and	and	CCONJ
crl-15193	69	30	reassuring	reassuring	ADJ
crl-15193	69	31	.	.	PUNCT
crl-15193	70	1	the	the	DET
crl-15193	70	2	authors	author	NOUN
crl-15193	70	3	also	also	ADV
crl-15193	70	4	propose	propose	VERB
crl-15193	70	5	that	that	SCONJ
crl-15193	70	6	:	:	PUNCT
crl-15193	70	7	p	p	NOUN
crl-15193	70	8	4	4	NUM
crl-15193	70	9	:	:	PUNCT
crl-15193	70	10	the	the	DET
crl-15193	70	11	more	more	ADV
crl-15193	70	12	positive	positive	ADJ
crl-15193	70	13	the	the	DET
crl-15193	70	14	demeanor	demeanor	NOUN
crl-15193	70	15	of	of	ADP
crl-15193	70	16	the	the	DET
crl-15193	70	17	library	library	NOUN
crl-15193	70	18	staff	staff	NOUN
crl-15193	70	19	,	,	PUNCT
crl-15193	70	20	the	the	PRON
crl-15193	70	21	greater	great	ADJ
crl-15193	70	22	the	the	DET
crl-15193	70	23	level	level	NOUN
crl-15193	70	24	of	of	ADP
crl-15193	70	25	user	user	NOUN
crl-15193	70	26	satisfaction	satisfaction	NOUN
crl-15193	70	27	.	.	PUNCT
crl-15193	71	1	physical	physical	ADJ
crl-15193	71	2	or	or	CCONJ
crl-15193	71	3	“	"	PUNCT
crl-15193	71	4	tangible	tangible	ADJ
crl-15193	71	5	”	"	PUNCT
crl-15193	71	6	evidence	evidence	NOUN
crl-15193	71	7	that	that	SCONJ
crl-15193	71	8	the	the	DET
crl-15193	71	9	library	library	NOUN
crl-15193	71	10	will	will	AUX
crl-15193	71	11	be	be	AUX
crl-15193	71	12	able	able	ADJ
crl-15193	71	13	to	to	PART
crl-15193	71	14	provide	provide	VERB
crl-15193	71	15	satis­	satis­	ADJ
crl-15193	71	16	factory	factory	NOUN
crl-15193	71	17	services	service	NOUN
crl-15193	71	18	has	have	AUX
crl-15193	71	19	been	be	AUX
crl-15193	71	20	shown	show	VERB
crl-15193	71	21	to	to	PART
crl-15193	71	22	be	be	AUX
crl-15193	71	23	a	a	DET
crl-15193	71	24	component	component	NOUN
crl-15193	71	25	of	of	ADP
crl-15193	71	26	service	service	NOUN
crl-15193	71	27	quality	quality	NOUN
crl-15193	71	28	.	.	PUNCT
crl-15193	72	1	the	the	DET
crl-15193	72	2	au­	au­	ADP
crl-15193	72	3	thors	thor	NOUN
crl-15193	72	4	’	'	PUNCT
crl-15193	72	5	investigations	investigation	NOUN
crl-15193	72	6	suggested	suggest	VERB
crl-15193	72	7	that	that	SCONJ
crl-15193	72	8	this	this	DET
crl-15193	72	9	factor	factor	NOUN
crl-15193	72	10	can	can	AUX
crl-15193	72	11	influence	influence	VERB
crl-15193	72	12	user	user	NOUN
crl-15193	72	13	satisfaction	satisfaction	NOUN
crl-15193	72	14	judg­	judg­	NOUN
crl-15193	72	15	ments	ment	NOUN
crl-15193	72	16	.	.	PUNCT
crl-15193	73	1	the	the	DET
crl-15193	73	2	items	item	NOUN
crl-15193	73	3	used	use	VERB
crl-15193	73	4	to	to	PART
crl-15193	73	5	delineate	delineate	VERB
crl-15193	73	6	this	this	DET
crl-15193	73	7	construct	construct	NOUN
crl-15193	73	8	included	include	VERB
crl-15193	73	9	overall	overall	ADJ
crl-15193	73	10	cleanliness	cleanliness	NOUN
crl-15193	73	11	of	of	ADP
crl-15193	73	12	the	the	DET
crl-15193	73	13	facilities	facility	NOUN
crl-15193	73	14	,	,	PUNCT
crl-15193	73	15	visually	visually	ADV
crl-15193	73	16	appealing	appeal	VERB
crl-15193	73	17	environ­	environ­	X
crl-15193	73	18	ment	ment	NOUN
crl-15193	73	19	,	,	PUNCT
crl-15193	73	20	and	and	CCONJ
crl-15193	73	21	appearance	appearance	NOUN
crl-15193	73	22	of	of	ADP
crl-15193	73	23	the	the	DET
crl-15193	73	24	staff	staff	NOUN
crl-15193	73	25	.	.	PUNCT
crl-15193	74	1	the	the	DET
crl-15193	74	2	authors	author	NOUN
crl-15193	74	3	propose	propose	VERB
crl-15193	74	4	that	that	SCONJ
crl-15193	74	5	:	:	PUNCT
crl-15193	74	6	p5	p5	VERB
crl-15193	74	7	:	:	PUNCT
crl-15193	74	8	the	the	PRON
crl-15193	74	9	better	well	ADJ
crl-15193	74	10	the	the	DET
crl-15193	74	11	perceived	perceive	VERB
crl-15193	74	12	overall	overall	ADJ
crl-15193	74	13	physical	physical	ADJ
crl-15193	74	14	appearance	appearance	NOUN
crl-15193	74	15	of	of	ADP
crl-15193	74	16	the	the	DET
crl-15193	74	17	library	library	NOUN
crl-15193	74	18	facili­	facili­	NOUN
crl-15193	74	19	ties	tie	NOUN
crl-15193	74	20	,	,	PUNCT
crl-15193	74	21	the	the	PRON
crl-15193	74	22	greater	great	ADJ
crl-15193	74	23	the	the	DET
crl-15193	74	24	level	level	NOUN
crl-15193	74	25	of	of	ADP
crl-15193	74	26	user	user	NOUN
crl-15193	74	27	satisfac­	satisfac­	VERB
crl-15193	74	28	tion	tion	NOUN
crl-15193	74	29	.	.	PUNCT
crl-15193	75	1	research	research	NOUN
crl-15193	75	2	method	method	NOUN
crl-15193	75	3	reseearc	reseearc	PROPN
crl-15193	75	4	desitn	desitn	VERB
crl-15193	75	5	the	the	DET
crl-15193	75	6	authors	author	NOUN
crl-15193	75	7	first	first	ADV
crl-15193	75	8	explored	explore	VERB
crl-15193	75	9	secondary	secondary	ADJ
crl-15193	75	10	sources	source	NOUN
crl-15193	75	11	to	to	PART
crl-15193	75	12	assess	assess	VERB
crl-15193	75	13	the	the	DET
crl-15193	75	14	type	type	NOUN
crl-15193	75	15	of	of	ADP
crl-15193	75	16	research	research	NOUN
crl-15193	75	17	con­	con­	NOUN
crl-15193	75	18	ducted	ducte	VERB
crl-15193	75	19	on	on	ADP
crl-15193	75	20	library	library	NOUN
crl-15193	75	21	service	service	NOUN
crl-15193	75	22	quality	quality	NOUN
crl-15193	75	23	and	and	CCONJ
crl-15193	75	24	re­	re­	PROPN
crl-15193	75	25	lated	late	VERB
crl-15193	75	26	issues	issue	NOUN
crl-15193	75	27	.	.	PUNCT
crl-15193	76	1	the	the	DET
crl-15193	76	2	next	next	ADJ
crl-15193	76	3	stage	stage	NOUN
crl-15193	76	4	involved	involve	VERB
crl-15193	76	5	gath­	gath­	NOUN
crl-15193	76	6	ering	ere	VERB
crl-15193	76	7	information	information	NOUN
crl-15193	76	8	directly	directly	ADV
crl-15193	76	9	from	from	ADP
crl-15193	76	10	users	user	NOUN
crl-15193	76	11	of	of	ADP
crl-15193	76	12	academic	academic	ADJ
crl-15193	76	13	libraries	library	NOUN
crl-15193	76	14	.	.	PUNCT
crl-15193	77	1	this	this	PRON
crl-15193	77	2	was	be	AUX
crl-15193	77	3	accom­	accom­	PROPN
crl-15193	77	4	plished	plishe	VERB
crl-15193	77	5	in	in	ADP
crl-15193	77	6	two	two	NUM
crl-15193	77	7	steps	step	NOUN
crl-15193	77	8	.	.	PUNCT
crl-15193	78	1	the	the	DET
crl-15193	78	2	first	first	ADJ
crl-15193	78	3	step	step	NOUN
crl-15193	78	4	in­	in­	NOUN
crl-15193	78	5	volved	volve	VERB
crl-15193	78	6	exploratory	exploratory	NOUN
crl-15193	78	7	in	in	ADP
crl-15193	78	8	-	-	PUNCT
crl-15193	78	9	depth	depth	NOUN
crl-15193	78	10	research	research	NOUN
crl-15193	78	11	.	.	PUNCT
crl-15193	79	1	interviews	interview	NOUN
crl-15193	79	2	were	be	AUX
crl-15193	79	3	conducted	conduct	VERB
crl-15193	79	4	with	with	ADP
crl-15193	79	5	a	a	DET
crl-15193	79	6	small	small	ADJ
crl-15193	79	7	,	,	PUNCT
crl-15193	79	8	but	but	CCONJ
crl-15193	79	9	representative	representative	NOUN
crl-15193	79	10	,	,	PUNCT
crl-15193	79	11	sample	sample	NOUN
crl-15193	79	12	of	of	ADP
crl-15193	79	13	conve­	conve­	NUM
crl-15193	79	14	niently	niently	ADV
crl-15193	79	15	chosen	choose	VERB
crl-15193	79	16	library	library	NOUN
crl-15193	79	17	users	user	NOUN
crl-15193	79	18	.	.	PUNCT
crl-15193	80	1	participants	participant	NOUN
crl-15193	80	2	responded	respond	VERB
crl-15193	80	3	to	to	PART
crl-15193	80	4	open	open	VERB
crl-15193	80	5	-	-	PUNCT
crl-15193	80	6	ended	end	VERB
crl-15193	80	7	questions	question	NOUN
crl-15193	80	8	.	.	PUNCT
crl-15193	81	1	the	the	DET
crl-15193	81	2	in	in	ADP
crl-15193	81	3	-	-	PUNCT
crl-15193	81	4	depth	depth	NOUN
crl-15193	81	5	nature	nature	NOUN
crl-15193	81	6	of	of	ADP
crl-15193	81	7	the	the	DET
crl-15193	81	8	interviews	interview	NOUN
crl-15193	81	9	permit­	permit­	PROPN
crl-15193	81	10	ted	te	VERB
crl-15193	81	11	exploring	explore	VERB
crl-15193	81	12	the	the	DET
crl-15193	81	13	diverse	diverse	ADJ
crl-15193	81	14	issues	issue	NOUN
crl-15193	81	15	while	while	SCONJ
crl-15193	81	16	narrowing	narrow	VERB
crl-15193	81	17	the	the	DET
crl-15193	81	18	factors	factor	NOUN
crl-15193	81	19	down	down	ADP
crl-15193	81	20	to	to	ADP
crl-15193	81	21	several	several	ADJ
crl-15193	81	22	im­	im­	PROPN
crl-15193	81	23	portant	portant	ADJ
crl-15193	81	24	ones	one	NOUN
crl-15193	81	25	that	that	PRON
crl-15193	81	26	seemed	seem	VERB
crl-15193	81	27	to	to	PART
crl-15193	81	28	best	well	ADV
crl-15193	81	29	explain	explain	VERB
crl-15193	81	30	user	user	NOUN
crl-15193	81	31	satisfaction	satisfaction	NOUN
crl-15193	81	32	with	with	ADP
crl-15193	81	33	library	library	NOUN
crl-15193	81	34	services	service	NOUN
crl-15193	81	35	.	.	PUNCT
crl-15193	82	1	the	the	DET
crl-15193	82	2	next	next	ADJ
crl-15193	82	3	step	step	NOUN
crl-15193	82	4	involved	involve	VERB
crl-15193	82	5	designing	design	VERB
crl-15193	82	6	and	and	CCONJ
crl-15193	82	7	pretest­	pretest­	NOUN
crl-15193	82	8	ing	e	VERB
crl-15193	82	9	a	a	DET
crl-15193	82	10	questionnaire	questionnaire	NOUN
crl-15193	82	11	that	that	PRON
crl-15193	82	12	was	be	AUX
crl-15193	82	13	administered	administer	VERB
crl-15193	82	14	to	to	ADP
crl-15193	82	15	ten	ten	NUM
crl-15193	82	16	respondents	respondent	NOUN
crl-15193	82	17	,	,	PUNCT
crl-15193	82	18	again	again	ADV
crl-15193	82	19	chosen	choose	VERB
crl-15193	82	20	conve­	conve­	VERB
crl-15193	82	21	niently	niently	ADV
crl-15193	82	22	,	,	PUNCT
crl-15193	82	23	from	from	ADP
crl-15193	82	24	a	a	DET
crl-15193	82	25	cross	cross	NOUN
crl-15193	82	26	section	section	NOUN
crl-15193	82	27	of	of	ADP
crl-15193	82	28	college	college	NOUN
crl-15193	82	29	stu­	stu­	PROPN
crl-15193	82	30	dents	dent	NOUN
crl-15193	82	31	familiar	familiar	ADJ
crl-15193	82	32	with	with	ADP
crl-15193	82	33	their	their	PRON
crl-15193	82	34	academic	academic	ADJ
crl-15193	82	35	librar­	librar­	PROPN
crl-15193	82	36	ies	ie	NOUN
crl-15193	82	37	.	.	PUNCT
crl-15193	83	1	the	the	DET
crl-15193	83	2	pretest	pretest	NOUN
crl-15193	83	3	was	be	AUX
crl-15193	83	4	instrumental	instrumental	ADJ
crl-15193	83	5	in	in	ADP
crl-15193	83	6	assessing	assess	VERB
crl-15193	83	7	the	the	DET
crl-15193	83	8	strengths	strength	NOUN
crl-15193	83	9	and	and	CCONJ
crl-15193	83	10	weaknesses	weakness	NOUN
crl-15193	83	11	of	of	ADP
crl-15193	83	12	the	the	DET
crl-15193	83	13	questionnaire	questionnaire	NOUN
crl-15193	83	14	and	and	CCONJ
crl-15193	83	15	in	in	ADP
crl-15193	83	16	ensuring	ensure	VERB
crl-15193	83	17	that	that	SCONJ
crl-15193	83	18	all	all	DET
crl-15193	83	19	pertinent	pertinent	ADJ
crl-15193	83	20	variables	variable	NOUN
crl-15193	83	21	were	be	AUX
crl-15193	83	22	included	include	VERB
crl-15193	83	23	.	.	PUNCT
crl-15193	84	1	at	at	ADP
crl-15193	84	2	this	this	DET
crl-15193	84	3	stage	stage	NOUN
crl-15193	84	4	,	,	PUNCT
crl-15193	84	5	several	several	ADJ
crl-15193	84	6	modifications	modification	NOUN
crl-15193	84	7	were	be	AUX
crl-15193	84	8	http	http	ADJ
crl-15193	84	9	:	:	PUNCT
crl-15193	84	10	setting.23	setting.23	PROPN
crl-15193	84	11	160	160	NUM
crl-15193	84	12	college	college	PROPN
crl-15193	84	13	&	&	CCONJ
crl-15193	84	14	research	research	PROPN
crl-15193	84	15	libraries	library	NOUN
crl-15193	84	16	march	march	PROPN
crl-15193	84	17	1998	1998	NUM
crl-15193	84	18	made	make	VERB
crl-15193	84	19	to	to	ADP
crl-15193	84	20	the	the	DET
crl-15193	84	21	instrument	instrument	NOUN
crl-15193	84	22	to	to	PART
crl-15193	84	23	remove	remove	VERB
crl-15193	84	24	ambi­	ambi­	PRON
crl-15193	84	25	guities	guitie	NOUN
crl-15193	84	26	and	and	CCONJ
crl-15193	84	27	to	to	PART
crl-15193	84	28	improve	improve	VERB
crl-15193	84	29	the	the	DET
crl-15193	84	30	flow	flow	NOUN
crl-15193	84	31	of	of	ADP
crl-15193	84	32	the	the	DET
crl-15193	84	33	questions	question	NOUN
crl-15193	84	34	.	.	PUNCT
crl-15193	85	1	the	the	DET
crl-15193	85	2	final	final	ADJ
crl-15193	85	3	version	version	NOUN
crl-15193	85	4	was	be	AUX
crl-15193	85	5	admin­	admin­	ADV
crl-15193	85	6	istered	istere	VERB
crl-15193	85	7	to	to	ADP
crl-15193	85	8	a	a	DET
crl-15193	85	9	representative	representative	ADJ
crl-15193	85	10	sample	sample	NOUN
crl-15193	85	11	of	of	ADP
crl-15193	85	12	col­	col­	NOUN
crl-15193	85	13	lege	lege	NOUN
crl-15193	85	14	students	student	NOUN
crl-15193	85	15	.	.	PUNCT
crl-15193	86	1	measurement	measurement	VERB
crl-15193	86	2	the	the	DET
crl-15193	86	3	questionnaire	questionnaire	NOUN
crl-15193	86	4	included	include	VERB
crl-15193	86	5	perceptual	perceptual	ADJ
crl-15193	86	6	measures	measure	NOUN
crl-15193	86	7	that	that	PRON
crl-15193	86	8	were	be	AUX
crl-15193	86	9	rated	rate	VERB
crl-15193	86	10	on	on	ADP
crl-15193	86	11	seven	seven	NUM
crl-15193	86	12	-	-	PUNCT
crl-15193	86	13	point	point	NOUN
crl-15193	86	14	likert	likert	ADJ
crl-15193	86	15	scale	scale	NOUN
crl-15193	86	16	items	item	NOUN
crl-15193	86	17	.	.	PUNCT
crl-15193	87	1	this	this	DET
crl-15193	87	2	design	design	NOUN
crl-15193	87	3	is	be	AUX
crl-15193	87	4	consis­	consis­	NUM
crl-15193	87	5	tent	tent	NOUN
crl-15193	87	6	with	with	ADP
crl-15193	87	7	prior	prior	ADJ
crl-15193	87	8	studies	study	NOUN
crl-15193	87	9	on	on	ADP
crl-15193	87	10	service	service	NOUN
crl-15193	87	11	quality	quality	NOUN
crl-15193	87	12	.	.	PUNCT
crl-15193	88	1	each	each	DET
crl-15193	88	2	scale	scale	NOUN
crl-15193	88	3	item	item	NOUN
crl-15193	88	4	was	be	AUX
crl-15193	88	5	anchored	anchor	VERB
crl-15193	88	6	at	at	ADP
crl-15193	88	7	the	the	DET
crl-15193	88	8	nu­	nu­	ADJ
crl-15193	88	9	meral	meral	ADJ
crl-15193	88	10	1	1	NUM
crl-15193	88	11	with	with	ADP
crl-15193	88	12	the	the	DET
crl-15193	88	13	verbal	verbal	ADJ
crl-15193	88	14	statement	statement	NOUN
crl-15193	88	15	“	"	PUNCT
crl-15193	88	16	strongly	strongly	ADV
crl-15193	88	17	disagree	disagree	VERB
crl-15193	88	18	”	"	PUNCT
crl-15193	88	19	and	and	CCONJ
crl-15193	88	20	at	at	ADP
crl-15193	88	21	the	the	DET
crl-15193	88	22	numeral	numeral	ADJ
crl-15193	88	23	7	7	NUM
crl-15193	88	24	with	with	ADP
crl-15193	88	25	the	the	DET
crl-15193	88	26	verbal	verbal	ADJ
crl-15193	88	27	statement	statement	NOUN
crl-15193	88	28	“	"	PUNCT
crl-15193	88	29	strongly	strongly	ADV
crl-15193	88	30	agree	agree	VERB
crl-15193	88	31	.	.	PUNCT
crl-15193	88	32	”	"	PUNCT
crl-15193	89	1	multiple	multiple	ADJ
crl-15193	89	2	items	item	NOUN
crl-15193	89	3	were	be	AUX
crl-15193	89	4	used	use	VERB
crl-15193	89	5	to	to	ADP
crl-15193	89	6	mea­	mea­	NOUN
crl-15193	89	7	sure	sure	ADJ
crl-15193	89	8	each	each	DET
crl-15193	89	9	construct	construct	VERB
crl-15193	89	10	so	so	SCONJ
crl-15193	89	11	that	that	SCONJ
crl-15193	89	12	their	their	PRON
crl-15193	89	13	measure­	measure­	PROPN
crl-15193	89	14	ment	ment	ADJ
crl-15193	89	15	properties	property	NOUN
crl-15193	89	16	(	(	PUNCT
crl-15193	89	17	i.e.	i.e.	X
crl-15193	89	18	,	,	PUNCT
crl-15193	89	19	reliability	reliability	NOUN
crl-15193	89	20	and	and	CCONJ
crl-15193	89	21	va­	va­	ADJ
crl-15193	89	22	lidity	lidity	NOUN
crl-15193	89	23	)	)	PUNCT
crl-15193	89	24	could	could	AUX
crl-15193	89	25	be	be	AUX
crl-15193	89	26	evaluated	evaluate	VERB
crl-15193	89	27	.	.	PUNCT
crl-15193	90	1	the	the	DET
crl-15193	90	2	scale	scale	NOUN
crl-15193	90	3	items	item	NOUN
crl-15193	90	4	measuring	measure	VERB
crl-15193	90	5	the	the	DET
crl-15193	90	6	dependent	dependent	ADJ
crl-15193	90	7	variable	variable	NOUN
crl-15193	90	8	were	be	AUX
crl-15193	90	9	selected	select	VERB
crl-15193	90	10	to	to	PART
crl-15193	90	11	reflect	reflect	VERB
crl-15193	90	12	people	people	NOUN
crl-15193	90	13	’s	’s	PART
crl-15193	90	14	overall	overall	ADJ
crl-15193	90	15	satis­	satis­	ADJ
crl-15193	90	16	faction	faction	NOUN
crl-15193	90	17	with	with	ADP
crl-15193	90	18	services	service	NOUN
crl-15193	90	19	received	receive	VERB
crl-15193	90	20	.	.	PUNCT
crl-15193	91	1	demo­	demo­	PROPN
crl-15193	91	2	graphic	graphic	PROPN
crl-15193	91	3	data	datum	NOUN
crl-15193	91	4	also	also	ADV
crl-15193	91	5	were	be	AUX
crl-15193	91	6	obtained	obtain	VERB
crl-15193	91	7	from	from	ADP
crl-15193	91	8	the	the	DET
crl-15193	91	9	respondents	respondent	NOUN
crl-15193	91	10	.	.	PUNCT
crl-15193	92	1	it	it	PRON
crl-15193	92	2	is	be	AUX
crl-15193	92	3	important	important	ADJ
crl-15193	92	4	to	to	PART
crl-15193	92	5	note	note	VERB
crl-15193	92	6	that	that	SCONJ
crl-15193	92	7	the	the	DET
crl-15193	92	8	authors	author	NOUN
crl-15193	92	9	did	do	AUX
crl-15193	92	10	not	not	PART
crl-15193	92	11	use	use	VERB
crl-15193	92	12	the	the	DET
crl-15193	92	13	gap	gap	NOUN
crl-15193	92	14	score	score	NOUN
crl-15193	92	15	approach	approach	NOUN
crl-15193	92	16	(	(	PUNCT
crl-15193	92	17	used	use	VERB
crl-15193	92	18	in	in	ADP
crl-15193	92	19	many	many	ADJ
crl-15193	92	20	service	service	NOUN
crl-15193	92	21	quality	quality	NOUN
crl-15193	92	22	studies	study	NOUN
crl-15193	92	23	)	)	PUNCT
crl-15193	92	24	that	that	PRON
crl-15193	92	25	uses	use	VERB
crl-15193	92	26	the	the	DET
crl-15193	92	27	difference	difference	NOUN
crl-15193	92	28	between	between	ADP
crl-15193	92	29	expectations	expectation	NOUN
crl-15193	92	30	and	and	CCONJ
crl-15193	92	31	performance	performance	NOUN
crl-15193	92	32	because	because	SCONJ
crl-15193	92	33	of	of	ADP
crl-15193	92	34	the	the	DET
crl-15193	92	35	problems	problem	NOUN
crl-15193	92	36	discussed	discuss	VERB
crl-15193	92	37	earlier	early	ADV
crl-15193	92	38	.	.	PUNCT
crl-15193	93	1	in	in	ADP
crl-15193	93	2	particular	particular	ADJ
crl-15193	93	3	,	,	PUNCT
crl-15193	93	4	because	because	SCONJ
crl-15193	93	5	expectations	expectation	NOUN
crl-15193	93	6	from	from	ADP
crl-15193	93	7	excellent	excellent	ADJ
crl-15193	93	8	libraries	library	NOUN
crl-15193	93	9	will	will	AUX
crl-15193	93	10	be	be	AUX
crl-15193	93	11	high	high	ADJ
crl-15193	93	12	,	,	PUNCT
crl-15193	93	13	these	these	DET
crl-15193	93	14	scores	score	NOUN
crl-15193	93	15	generally	generally	ADV
crl-15193	93	16	will	will	AUX
crl-15193	93	17	be	be	AUX
crl-15193	93	18	high	high	ADJ
crl-15193	93	19	and	and	CCONJ
crl-15193	93	20	will	will	AUX
crl-15193	93	21	demonstrate	demonstrate	VERB
crl-15193	93	22	little	little	ADJ
crl-15193	93	23	variation	variation	NOUN
crl-15193	93	24	.	.	PUNCT
crl-15193	94	1	hence	hence	ADV
crl-15193	94	2	,	,	PUNCT
crl-15193	94	3	most	most	ADJ
crl-15193	94	4	of	of	ADP
crl-15193	94	5	the	the	DET
crl-15193	94	6	variation	variation	NOUN
crl-15193	94	7	in	in	ADP
crl-15193	94	8	the	the	DET
crl-15193	94	9	data	datum	NOUN
crl-15193	94	10	will	will	AUX
crl-15193	94	11	be	be	AUX
crl-15193	94	12	introduced	introduce	VERB
crl-15193	94	13	by	by	ADP
crl-15193	94	14	the	the	DET
crl-15193	94	15	performance	performance	NOUN
crl-15193	94	16	scores	score	NOUN
crl-15193	94	17	.	.	PUNCT
crl-15193	95	1	thus	thus	ADV
crl-15193	95	2	,	,	PUNCT
crl-15193	95	3	the	the	DET
crl-15193	95	4	authors	author	NOUN
crl-15193	96	1	f	f	X
crl-15193	96	2	o	o	X
crl-15193	96	3	c	c	X
crl-15193	96	4	u	u	NOUN
crl-15193	96	5	s	s	PROPN
crl-15193	96	6	e	e	X
crl-15193	96	7	d	d	X
crl-15193	96	8	o	o	X
crl-15193	96	9	n	n	CCONJ
crl-15193	96	10	p	p	X
crl-15193	96	11	e	e	NOUN
crl-15193	96	12	r	r	NOUN
crl-15193	96	13	f	f	NOUN
crl-15193	97	1	o	o	NOUN
crl-15193	97	2	r	r	NOUN
crl-15193	97	3	m	m	VERB
crl-15193	97	4	a	a	PRON
crl-15193	97	5	n	n	NOUN
crl-15193	97	6	c	c	NOUN
crl-15193	97	7	e	e	NOUN
crl-15193	97	8	m	m	NOUN
crl-15193	97	9	e	e	NOUN
crl-15193	97	10	a	a	PRON
crl-15193	97	11	s	s	X
crl-15193	97	12	u	u	X
crl-15193	97	13	re	re	NOUN
crl-15193	97	14	s	s	VERB
crl-15193	97	15	alone	alone	ADV
crl-15193	97	16	.	.	PUNCT
crl-15193	98	1	this	this	PRON
crl-15193	98	2	also	also	ADV
crl-15193	98	3	helped	help	VERB
crl-15193	98	4	the	the	DET
crl-15193	98	5	authors	author	NOUN
crl-15193	98	6	to	to	PART
crl-15193	98	7	keep	keep	VERB
crl-15193	98	8	the	the	DET
crl-15193	98	9	instrument	instrument	NOUN
crl-15193	98	10	simple	simple	NOUN
crl-15193	98	11	.	.	PUNCT
crl-15193	99	1	moreover	moreover	ADV
crl-15193	99	2	,	,	PUNCT
crl-15193	99	3	this	this	DET
crl-15193	99	4	approach	approach	NOUN
crl-15193	99	5	is	be	AUX
crl-15193	99	6	consistent	consistent	ADJ
crl-15193	99	7	with	with	ADP
crl-15193	99	8	other	other	ADJ
crl-15193	99	9	studies.24	studies.24	NOUN
crl-15193	99	10	,	,	PUNCT
crl-15193	99	11	25	25	NUM
crl-15193	99	12	sampling	sample	VERB
crl-15193	99	13	the	the	DET
crl-15193	99	14	sample	sample	NOUN
crl-15193	99	15	was	be	AUX
crl-15193	99	16	drawn	draw	VERB
crl-15193	99	17	from	from	ADP
crl-15193	99	18	three	three	NUM
crl-15193	99	19	aca­	aca­	NOUN
crl-15193	99	20	demic	demic	ADJ
crl-15193	99	21	libraries	library	NOUN
crl-15193	99	22	in	in	ADP
crl-15193	99	23	erie	erie	PROPN
crl-15193	99	24	,	,	PUNCT
crl-15193	99	25	pennsylvania	pennsylvania	PROPN
crl-15193	99	26	.	.	PUNCT
crl-15193	100	1	these	these	PRON
crl-15193	100	2	included	include	VERB
crl-15193	100	3	the	the	DET
crl-15193	100	4	behrend	behrend	ADJ
crl-15193	100	5	college	college	NOUN
crl-15193	100	6	li­	li­	PROPN
crl-15193	100	7	brary	brary	PROPN
crl-15193	100	8	,	,	PUNCT
crl-15193	100	9	the	the	DET
crl-15193	100	10	nash	nash	ADJ
crl-15193	100	11	library	library	NOUN
crl-15193	100	12	of	of	ADP
crl-15193	100	13	gannon	gannon	PROPN
crl-15193	100	14	uni­	uni­	PROPN
crl-15193	100	15	versity	versity	NOUN
crl-15193	100	16	,	,	PUNCT
crl-15193	100	17	and	and	CCONJ
crl-15193	100	18	the	the	DET
crl-15193	100	19	hammermill	hammermill	NOUN
crl-15193	100	20	library	library	NOUN
crl-15193	100	21	of	of	ADP
crl-15193	100	22	mercyhurst	mercyhurst	PROPN
crl-15193	100	23	college	college	NOUN
crl-15193	100	24	.	.	PUNCT
crl-15193	101	1	the	the	DET
crl-15193	101	2	population	population	NOUN
crl-15193	101	3	was	be	AUX
crl-15193	101	4	defined	define	VERB
crl-15193	101	5	as	as	ADP
crl-15193	101	6	students	student	NOUN
crl-15193	101	7	from	from	ADP
crl-15193	101	8	these	these	DET
crl-15193	101	9	three	three	NUM
crl-15193	101	10	col­	col­	NOUN
crl-15193	101	11	leges	lex	NOUN
crl-15193	101	12	only	only	ADV
crl-15193	101	13	.	.	PUNCT
crl-15193	102	1	questionnaires	questionnaire	NOUN
crl-15193	102	2	were	be	AUX
crl-15193	102	3	delivered	deliver	VERB
crl-15193	102	4	personally	personally	ADV
crl-15193	102	5	to	to	ADP
crl-15193	102	6	respondents	respondent	NOUN
crl-15193	102	7	as	as	SCONJ
crl-15193	102	8	they	they	PRON
crl-15193	102	9	entered	enter	VERB
crl-15193	102	10	the	the	DET
crl-15193	102	11	library	library	NOUN
crl-15193	102	12	.	.	PUNCT
crl-15193	103	1	the	the	DET
crl-15193	103	2	purpose	purpose	NOUN
crl-15193	103	3	of	of	ADP
crl-15193	103	4	the	the	DET
crl-15193	103	5	study	study	NOUN
crl-15193	103	6	was	be	AUX
crl-15193	103	7	briefly	briefly	ADV
crl-15193	103	8	,	,	PUNCT
crl-15193	103	9	but	but	CCONJ
crl-15193	103	10	adequately	adequately	ADV
crl-15193	103	11	,	,	PUNCT
crl-15193	103	12	explained	explain	VERB
crl-15193	103	13	at	at	ADP
crl-15193	103	14	that	that	DET
crl-15193	103	15	time	time	NOUN
crl-15193	103	16	.	.	PUNCT
crl-15193	104	1	respondent	respondent	NOUN
crl-15193	104	2	anonymity	anonymity	NOUN
crl-15193	104	3	was	be	AUX
crl-15193	104	4	en­	en­	X
crl-15193	104	5	sured	sure	VERB
crl-15193	104	6	by	by	ADP
crl-15193	104	7	asking	ask	VERB
crl-15193	104	8	them	they	PRON
crl-15193	104	9	not	not	PART
crl-15193	104	10	to	to	PART
crl-15193	104	11	identify	identify	VERB
crl-15193	104	12	themselves	themselves	PRON
crl-15193	104	13	anywhere	anywhere	ADV
crl-15193	104	14	in	in	ADP
crl-15193	104	15	the	the	DET
crl-15193	104	16	survey	survey	NOUN
crl-15193	104	17	.	.	PUNCT
crl-15193	105	1	in	in	ADP
crl-15193	105	2	addition	addition	NOUN
crl-15193	105	3	,	,	PUNCT
crl-15193	105	4	respondents	respondent	NOUN
crl-15193	105	5	were	be	AUX
crl-15193	105	6	asked	ask	VERB
crl-15193	105	7	to	to	PART
crl-15193	105	8	re­	re­	AUX
crl-15193	105	9	turn	turn	VERB
crl-15193	105	10	the	the	DET
crl-15193	105	11	completed	complete	VERB
crl-15193	105	12	surveys	survey	NOUN
crl-15193	105	13	to	to	ADP
crl-15193	105	14	a	a	DET
crl-15193	105	15	box	box	NOUN
crl-15193	105	16	lo­	lo­	PROPN
crl-15193	105	17	cated	cat	VERB
crl-15193	105	18	at	at	ADP
crl-15193	105	19	the	the	DET
crl-15193	105	20	circulation	circulation	NOUN
crl-15193	105	21	desk	desk	NOUN
crl-15193	105	22	of	of	ADP
crl-15193	105	23	each	each	DET
crl-15193	105	24	li­	li­	NOUN
crl-15193	105	25	brary	brary	NOUN
crl-15193	105	26	.	.	PUNCT
crl-15193	106	1	the	the	DET
crl-15193	106	2	sample	sample	NOUN
crl-15193	106	3	was	be	AUX
crl-15193	106	4	chosen	choose	VERB
crl-15193	106	5	using	use	VERB
crl-15193	106	6	system­	system­	NOUN
crl-15193	106	7	atic	atic	ADJ
crl-15193	106	8	sampling	sampling	NOUN
crl-15193	106	9	.	.	PUNCT
crl-15193	107	1	a	a	DET
crl-15193	107	2	total	total	NOUN
crl-15193	107	3	of	of	ADP
crl-15193	107	4	210	210	NUM
crl-15193	107	5	question­	question­	NOUN
crl-15193	107	6	naires	naire	NOUN
crl-15193	107	7	were	be	AUX
crl-15193	107	8	distributed	distribute	VERB
crl-15193	107	9	.	.	PUNCT
crl-15193	108	1	of	of	ADP
crl-15193	108	2	these	these	PRON
crl-15193	108	3	,	,	PUNCT
crl-15193	108	4	188	188	NUM
crl-15193	108	5	because	because	SCONJ
crl-15193	108	6	expectations	expectation	NOUN
crl-15193	108	7	from	from	ADP
crl-15193	108	8	excellent	excellent	ADJ
crl-15193	108	9	libraries	library	NOUN
crl-15193	108	10	will	will	AUX
crl-15193	108	11	be	be	AUX
crl-15193	108	12	high	high	ADJ
crl-15193	108	13	,	,	PUNCT
crl-15193	108	14	these	these	DET
crl-15193	108	15	scores	score	NOUN
crl-15193	108	16	generally	generally	ADV
crl-15193	108	17	will	will	AUX
crl-15193	108	18	be	be	AUX
crl-15193	108	19	high	high	ADJ
crl-15193	108	20	and	and	CCONJ
crl-15193	108	21	will	will	AUX
crl-15193	108	22	demonstrate	demonstrate	VERB
crl-15193	108	23	little	little	ADJ
crl-15193	108	24	variation	variation	NOUN
crl-15193	108	25	.	.	PUNCT
crl-15193	109	1	questionnaires	questionnaire	NOUN
crl-15193	109	2	were	be	AUX
crl-15193	109	3	completed	complete	VERB
crl-15193	109	4	and	and	CCONJ
crl-15193	109	5	re­	re­	PROPN
crl-15193	109	6	turned	turn	VERB
crl-15193	109	7	,	,	PUNCT
crl-15193	109	8	resulting	result	VERB
crl-15193	109	9	in	in	ADP
crl-15193	109	10	a	a	DET
crl-15193	109	11	response	response	NOUN
crl-15193	109	12	rate	rate	NOUN
crl-15193	109	13	of	of	ADP
crl-15193	109	14	89.5	89.5	NUM
crl-15193	109	15	percent	percent	NOUN
crl-15193	109	16	.	.	PUNCT
crl-15193	110	1	the	the	DET
crl-15193	110	2	survey	survey	NOUN
crl-15193	110	3	was	be	AUX
crl-15193	110	4	conducted	conduct	VERB
crl-15193	110	5	over	over	ADP
crl-15193	110	6	a	a	DET
crl-15193	110	7	period	period	NOUN
crl-15193	110	8	of	of	ADP
crl-15193	110	9	one	one	NUM
crl-15193	110	10	year	year	NOUN
crl-15193	110	11	and	and	CCONJ
crl-15193	110	12	included	include	VERB
crl-15193	110	13	data	datum	NOUN
crl-15193	110	14	from	from	ADP
crl-15193	110	15	three	three	NUM
crl-15193	110	16	semesters	semester	NOUN
crl-15193	110	17	—	—	PUNCT
crl-15193	110	18	spring	spring	NOUN
crl-15193	110	19	,	,	PUNCT
crl-15193	110	20	summer	summer	NOUN
crl-15193	110	21	,	,	PUNCT
crl-15193	110	22	and	and	CCONJ
crl-15193	110	23	fall	fall	NOUN
crl-15193	110	24	of	of	ADP
crl-15193	110	25	1996	1996	NUM
crl-15193	110	26	.	.	PUNCT
crl-15193	111	1	a	a	DET
crl-15193	111	2	one	one	NUM
crl-15193	111	3	-	-	PUNCT
crl-15193	111	4	year	year	NOUN
crl-15193	111	5	time	time	NOUN
crl-15193	111	6	frame	frame	NOUN
crl-15193	111	7	allowed	allow	VERB
crl-15193	111	8	researchers	researcher	NOUN
crl-15193	111	9	to	to	PART
crl-15193	111	10	include	include	VERB
crl-15193	111	11	the	the	DET
crl-15193	111	12	views	view	NOUN
crl-15193	111	13	of	of	ADP
crl-15193	111	14	a	a	DET
crl-15193	111	15	large	large	ADJ
crl-15193	111	16	cross	cross	NOUN
crl-15193	111	17	section	section	NOUN
crl-15193	111	18	of	of	ADP
crl-15193	111	19	library	library	NOUN
crl-15193	111	20	users	user	NOUN
crl-15193	111	21	re­	re­	AUX
crl-15193	111	22	garding	garde	VERB
crl-15193	111	23	the	the	DET
crl-15193	111	24	services	service	NOUN
crl-15193	111	25	they	they	PRON
crl-15193	111	26	received	receive	VERB
crl-15193	111	27	on	on	ADP
crl-15193	111	28	a	a	DET
crl-15193	111	29	range	range	NOUN
crl-15193	111	30	of	of	ADP
crl-15193	111	31	needs	need	NOUN
crl-15193	111	32	.	.	PUNCT
crl-15193	112	1	moreover	moreover	ADV
crl-15193	112	2	,	,	PUNCT
crl-15193	112	3	survey	survey	VERB
crl-15193	112	4	instru­	instru­	ADJ
crl-15193	112	5	ments	ment	NOUN
crl-15193	112	6	were	be	AUX
crl-15193	112	7	distributed	distribute	VERB
crl-15193	112	8	at	at	ADP
crl-15193	112	9	different	different	ADJ
crl-15193	112	10	times	time	NOUN
crl-15193	112	11	each	each	DET
crl-15193	112	12	semester	semester	NOUN
crl-15193	112	13	so	so	SCONJ
crl-15193	112	14	that	that	SCONJ
crl-15193	112	15	user	user	NOUN
crl-15193	112	16	views	view	NOUN
crl-15193	112	17	would	would	AUX
crl-15193	112	18	reflect	reflect	VERB
crl-15193	112	19	different	different	ADJ
crl-15193	112	20	demand	demand	NOUN
crl-15193	112	21	conditions	condition	NOUN
crl-15193	112	22	.	.	PUNCT
crl-15193	113	1	the	the	DET
crl-15193	113	2	sample	sample	NOUN
crl-15193	113	3	demographics	demographic	NOUN
crl-15193	113	4	indicated	indicate	VERB
crl-15193	113	5	that	that	SCONJ
crl-15193	113	6	a	a	DET
crl-15193	113	7	broad	broad	ADJ
crl-15193	113	8	cross	cross	NOUN
crl-15193	113	9	section	section	NOUN
crl-15193	113	10	of	of	ADP
crl-15193	113	11	the	the	DET
crl-15193	113	12	population	population	NOUN
crl-15193	113	13	re­	re­	PROPN
crl-15193	113	14	sponded	sponde	VERB
crl-15193	113	15	.	.	PUNCT
crl-15193	114	1	analyses	analysis	NOUN
crl-15193	114	2	table	table	NOUN
crl-15193	114	3	1	1	NUM
crl-15193	114	4	contains	contain	VERB
crl-15193	114	5	summary	summary	NOUN
crl-15193	114	6	statistics	statistic	NOUN
crl-15193	114	7	,	,	PUNCT
crl-15193	114	8	as	as	ADV
crl-15193	114	9	well	well	ADV
crl-15193	114	10	as	as	ADP
crl-15193	114	11	the	the	DET
crl-15193	114	12	matrix	matrix	NOUN
crl-15193	114	13	of	of	ADP
crl-15193	114	14	zero	zero	NUM
crl-15193	114	15	-	-	PUNCT
crl-15193	114	16	order	order	NOUN
crl-15193	114	17	correlations	correlation	NOUN
crl-15193	114	18	for	for	ADP
crl-15193	114	19	the	the	DET
crl-15193	114	20	variables	variable	NOUN
crl-15193	114	21	included	include	VERB
crl-15193	114	22	in	in	ADP
crl-15193	114	23	this	this	DET
crl-15193	114	24	study	study	NOUN
crl-15193	114	25	.	.	PUNCT
crl-15193	115	1	the	the	DET
crl-15193	115	2	reliability	reliability	NOUN
crl-15193	115	3	of	of	ADP
crl-15193	115	4	each	each	DET
crl-15193	115	5	multiple	multiple	ADJ
crl-15193	115	6	-	-	PUNCT
crl-15193	115	7	item	item	NOUN
crl-15193	115	8	scale	scale	NOUN
crl-15193	115	9	was	be	AUX
crl-15193	115	10	assessed	assess	VERB
crl-15193	115	11	by	by	ADP
crl-15193	115	12	coefficient	coefficient	NOUN
crl-15193	115	13	alpha	alpha	PROPN
crl-15193	115	14	.	.	PUNCT
crl-15193	116	1	these	these	DET
crl-15193	116	2	values	value	NOUN
crl-15193	116	3	are	be	AUX
crl-15193	116	4	indicated	indicate	VERB
crl-15193	116	5	in	in	ADP
crl-15193	116	6	the	the	DET
crl-15193	116	7	diagonal	diagonal	NOUN
crl-15193	116	8	of	of	ADP
crl-15193	116	9	table	table	NOUN
crl-15193	116	10	1	1	NUM
crl-15193	116	11	.	.	PUNCT
crl-15193	116	12	multiple	multiple	ADJ
crl-15193	116	13	-	-	PUNCT
crl-15193	116	14	regression	regression	NOUN
crl-15193	116	15	analysis	analysis	NOUN
crl-15193	116	16	was	be	AUX
crl-15193	116	17	used	use	VERB
crl-15193	116	18	to	to	PART
crl-15193	116	19	test	test	VERB
crl-15193	116	20	the	the	DET
crl-15193	116	21	propositions	proposition	NOUN
crl-15193	116	22	.	.	PUNCT
crl-15193	117	1	reliability	reliability	NOUN
crl-15193	117	2	reliability	reliability	NOUN
crl-15193	117	3	analyses	analysis	NOUN
crl-15193	117	4	indicated	indicate	VERB
crl-15193	117	5	that	that	SCONJ
crl-15193	117	6	the	the	DET
crl-15193	117	7	http	http	NOUN
crl-15193	117	8	:	:	PUNCT
crl-15193	117	9	studies.24	studies.24	NOUN
crl-15193	117	10	explaining	explain	VERB
crl-15193	117	11	user	user	NOUN
crl-15193	117	12	satisfaction	satisfaction	NOUN
crl-15193	117	13	161	161	NUM
crl-15193	117	14	table	table	NOUN
crl-15193	117	15	1	1	NUM
crl-15193	117	16	descriptive	descriptive	ADJ
crl-15193	117	17	statistics	statistic	NOUN
crl-15193	117	18	zero	zero	NUM
crl-15193	117	19	-	-	PUNCT
crl-15193	117	20	order	order	NOUN
crl-15193	117	21	correlations	correlation	NOUN
crl-15193	117	22	and	and	CCONJ
crl-15193	117	23	reliability	reliability	NOUN
crl-15193	117	24	coefficients	coefficient	NOUN
crl-15193	117	25	variables	variable	VERB
crl-15193	117	26	2	2	NUM
crl-15193	117	27	3	3	NUM
crl-15193	117	28	4	4	NUM
crl-15193	117	29	5	5	NUM
crl-15193	117	30	6	6	NUM
crl-15193	117	31	7	7	NUM
crl-15193	117	32	s	s	NOUN
crl-15193	117	33	satisfaction	satisfaction	NOUN
crl-15193	117	34	(	(	PUNCT
crl-15193	117	35	4	4	NUM
crl-15193	117	36	)	)	PUNCT
crl-15193	117	37	.91	.91	NUM
crl-15193	117	38	5.12	5.12	NUM
crl-15193	117	39	1.25	1.25	NUM
crl-15193	117	40	responsiveness	responsiveness	NOUN
crl-15193	117	41	(	(	PUNCT
crl-15193	117	42	3	3	NUM
crl-15193	117	43	)	)	PUNCT
crl-15193	117	44	.33	.33	NUM
crl-15193	117	45	.75	.75	NUM
crl-15193	117	46	5.05	5.05	NUM
crl-15193	117	47	1.31	1.31	NUM
crl-15193	117	48	competence	competence	NOUN
crl-15193	117	49	(	(	PUNCT
crl-15193	117	50	4	4	NUM
crl-15193	117	51	)	)	PUNCT
crl-15193	117	52	.54	.54	NUM
crl-15193	117	53	.51	.51	NUM
crl-15193	117	54	.91	.91	NUM
crl-15193	117	55	5.64	5.64	NUM
crl-15193	117	56	1.07	1.07	NUM
crl-15193	117	57	demeanor	demeanor	NOUN
crl-15193	117	58	(	(	PUNCT
crl-15193	117	59	5	5	NUM
crl-15193	117	60	)	)	PUNCT
crl-15193	117	61	.58	.58	NUM
crl-15193	117	62	.56	.56	NUM
crl-15193	117	63	.78	.78	NUM
crl-15193	117	64	.92	.92	NUM
crl-15193	117	65	5.30	5.30	NUM
crl-15193	117	66	1.20	1.20	NUM
crl-15193	117	67	resources	resource	NOUN
crl-15193	117	68	(	(	PUNCT
crl-15193	117	69	4	4	NUM
crl-15193	117	70	)	)	PUNCT
crl-15193	117	71	.71	.71	NUM
crl-15193	117	72	.15	.15	NUM
crl-15193	117	73	*	*	SYM
crl-15193	117	74	.33	.33	NUM
crl-15193	117	75	.33	.33	NUM
crl-15193	117	76	.76	.76	NUM
crl-15193	117	77	3.73	3.73	NUM
crl-15193	117	78	1.23	1.23	NUM
crl-15193	117	79	tangibles	tangible	NOUN
crl-15193	117	80	(	(	PUNCT
crl-15193	117	81	2	2	NUM
crl-15193	117	82	)	)	PUNCT
crl-15193	117	83	.36	.36	NUM
crl-15193	117	84	.38	.38	NUM
crl-15193	117	85	.41	.41	NUM
crl-15193	117	86	.44	.44	NUM
crl-15193	117	87	.19	.19	NUM
crl-15193	117	88	.62	.62	NUM
crl-15193	117	89	5.80	5.80	NUM
crl-15193	117	90	1.11	1.11	NUM
crl-15193	117	91	assurance	assurance	NOUN
crl-15193	117	92	(	(	PUNCT
crl-15193	117	93	9)t	9)t	NUM
crl-15193	117	94	.60	.60	NUM
crl-15193	117	95	.57	.57	NUM
crl-15193	117	96	.35	.35	NUM
crl-15193	117	97	.45	.45	NUM
crl-15193	117	98	.89	.89	NUM
crl-15193	117	99	5.50	5.50	NUM
crl-15193	117	100	1.07	1.07	NUM
crl-15193	117	101	figures	figure	NOUN
crl-15193	117	102	in	in	ADP
crl-15193	117	103	italics	italic	NOUN
crl-15193	117	104	represent	represent	VERB
crl-15193	117	105	reliability	reliability	NOUN
crl-15193	117	106	coefficients	coefficient	NOUN
crl-15193	117	107	.	.	PUNCT
crl-15193	118	1	figures	figure	NOUN
crl-15193	118	2	in	in	ADP
crl-15193	118	3	parenthesis	parenthesis	NOUN
crl-15193	118	4	indicate	indicate	VERB
crl-15193	118	5	number	number	NOUN
crl-15193	118	6	of	of	ADP
crl-15193	118	7	items	item	NOUN
crl-15193	118	8	measuring	measure	VERB
crl-15193	118	9	each	each	DET
crl-15193	118	10	construct	construct	NOUN
crl-15193	118	11	.	.	PUNCT
crl-15193	119	1	*	*	PUNCT
crl-15193	120	1	p	p	X
crl-15193	120	2	<	<	X
crl-15193	120	3	.05	.05	NUM
crl-15193	120	4	;	;	PUNCT
crl-15193	120	5	all	all	DET
crl-15193	120	6	other	other	ADJ
crl-15193	120	7	coefficients	coefficient	NOUN
crl-15193	120	8	p	p	X
crl-15193	120	9	<	<	X
crl-15193	120	10	.0l	.0l	PROPN
crl-15193	120	11	.	.	PUNCT
crl-15193	121	1	t	t	PROPN
crl-15193	121	2	assurance	assurance	NOUN
crl-15193	121	3	reflects	reflect	VERB
crl-15193	121	4	a	a	DET
crl-15193	121	5	combination	combination	NOUN
crl-15193	121	6	of	of	ADP
crl-15193	121	7	competence	competence	NOUN
crl-15193	121	8	and	and	CCONJ
crl-15193	121	9	demeanor	demeanor	NOUN
crl-15193	121	10	items	item	NOUN
crl-15193	121	11	.	.	PUNCT
crl-15193	122	1	internal	internal	ADJ
crl-15193	122	2	consistency	consistency	NOUN
crl-15193	122	3	of	of	ADP
crl-15193	122	4	the	the	DET
crl-15193	122	5	six	six	NUM
crl-15193	122	6	conloaded	conloade	VERB
crl-15193	122	7	together	together	ADV
crl-15193	122	8	on	on	ADP
crl-15193	122	9	the	the	DET
crl-15193	122	10	first	first	ADJ
crl-15193	122	11	factor	factor	NOUN
crl-15193	122	12	;	;	PUNCT
crl-15193	122	13	the	the	DET
crl-15193	122	14	other	other	ADJ
crl-15193	122	15	structs	struct	NOUN
crl-15193	122	16	in	in	ADP
crl-15193	122	17	the	the	DET
crl-15193	122	18	study	study	NOUN
crl-15193	122	19	was	be	AUX
crl-15193	122	20	reasonable	reasonable	ADJ
crl-15193	122	21	.	.	PUNCT
crl-15193	123	1	measures	measure	NOUN
crl-15193	123	2	loaded	load	VERB
crl-15193	123	3	,	,	PUNCT
crl-15193	123	4	as	as	SCONJ
crl-15193	123	5	expected	expect	VERB
crl-15193	123	6	,	,	PUNCT
crl-15193	123	7	on	on	ADP
crl-15193	123	8	three	three	NUM
crl-15193	123	9	addithe	addithe	DET
crl-15193	123	10	dependent	dependent	ADJ
crl-15193	123	11	variable	variable	NOUN
crl-15193	123	12	exceeded	exceed	VERB
crl-15193	123	13	jum	jum	NOUN
crl-15193	123	14	tional	tional	ADJ
crl-15193	123	15	factors	factor	NOUN
crl-15193	123	16	represented	represent	VERB
crl-15193	123	17	by	by	ADP
crl-15193	123	18	responsiveness	responsiveness	NOUN
crl-15193	123	19	,	,	PUNCT
crl-15193	123	20	c.	c.	PROPN
crl-15193	123	21	nunnally	nunnally	PROPN
crl-15193	123	22	’s	’s	PART
crl-15193	123	23	recommended	recommend	VERB
crl-15193	123	24	value	value	NOUN
crl-15193	123	25	of	of	ADP
crl-15193	123	26	resources	resource	NOUN
crl-15193	123	27	,	,	PUNCT
crl-15193	123	28	and	and	CCONJ
crl-15193	123	29	tangibles	tangible	NOUN
crl-15193	123	30	.	.	PUNCT
crl-15193	124	1	the	the	DET
crl-15193	124	2	authors	author	NOUN
crl-15193	124	3	.70.26	.70.26	PUNCT
crl-15193	124	4	with	with	ADP
crl-15193	124	5	the	the	DET
crl-15193	124	6	exception	exception	NOUN
crl-15193	124	7	of	of	ADP
crl-15193	124	8	the	the	DET
crl-15193	124	9	measure	measure	NOUN
crl-15193	124	10	also	also	ADV
crl-15193	124	11	note	note	VERB
crl-15193	124	12	that	that	SCONJ
crl-15193	124	13	the	the	DET
crl-15193	124	14	scale	scale	NOUN
crl-15193	124	15	item	item	NOUN
crl-15193	124	16	regarding	regard	VERB
crl-15193	124	17	of	of	ADP
crl-15193	124	18	“	"	PUNCT
crl-15193	124	19	tangibles	tangible	NOUN
crl-15193	124	20	”	"	PUNCT
crl-15193	124	21	(	(	PUNCT
crl-15193	124	22	alpha	alpha	NOUN
crl-15193	124	23	=	=	NOUN
crl-15193	124	24	.62	.62	NUM
crl-15193	124	25	)	)	PUNCT
crl-15193	124	26	,	,	PUNCT
crl-15193	124	27	the	the	DET
crl-15193	124	28	reliability	reliability	NOUN
crl-15193	124	29	values	value	VERB
crl-15193	125	1	o	o	X
crl-15193	125	2	f	f	NOUN
crl-15193	125	3	t	t	NOUN
crl-15193	125	4	h	h	NOUN
crl-15193	125	5	e	e	X
crl-15193	125	6	o	o	NOUN
crl-15193	125	7	t	t	NOUN
crl-15193	125	8	h	h	NOUN
crl-15193	126	1	e	e	NOUN
crl-15193	126	2	r	r	NOUN
crl-15193	126	3	c	c	NOUN
crl-15193	126	4	o	o	NOUN
crl-15193	126	5	n	n	X
crl-15193	126	6	s	s	NOUN
crl-15193	126	7	t	t	NOUN
crl-15193	126	8	r	r	NOUN
crl-15193	126	9	u	u	NOUN
crl-15193	126	10	c	c	PROPN
crl-15193	126	11	t	t	NOUN
crl-15193	126	12	s	s	VERB
crl-15193	126	13	were	be	AUX
crl-15193	126	14	relatively	relatively	ADV
crl-15193	126	15	high	high	ADJ
crl-15193	126	16	and	and	CCONJ
crl-15193	126	17	c	c	NOUN
crl-15193	126	18	o	o	NOUN
crl-15193	127	1	n	n	X
crl-15193	127	2	s	s	X
crl-15193	127	3	i	i	NOUN
crl-15193	127	4	d	d	X
crl-15193	127	5	e	e	NOUN
crl-15193	127	6	r	r	NOUN
crl-15193	127	7	e	e	PROPN
crl-15193	127	8	d	d	NOUN
crl-15193	127	9	t	t	X
crl-15193	127	10	o	o	X
crl-15193	127	11	b	b	X
crl-15193	127	12	e	e	X
crl-15193	127	13	v	v	X
crl-15193	127	14	e	e	NOUN
crl-15193	127	15	r	r	NOUN
crl-15193	127	16	y	y	PROPN
crl-15193	127	17	good	good	NOUN
crl-15193	127	18	.	.	PUNCT
crl-15193	128	1	validity	validity	NOUN
crl-15193	128	2	several	several	ADJ
crl-15193	128	3	methods	method	NOUN
crl-15193	128	4	were	be	AUX
crl-15193	128	5	used	use	VERB
crl-15193	128	6	to	to	PART
crl-15193	128	7	assess	assess	VERB
crl-15193	128	8	validity	validity	NOUN
crl-15193	128	9	.	.	PUNCT
crl-15193	129	1	the	the	DET
crl-15193	129	2	re­	re­	PROPN
crl-15193	129	3	sults	sult	NOUN
crl-15193	129	4	in	in	ADP
crl-15193	129	5	table	table	NOUN
crl-15193	129	6	1	1	NUM
crl-15193	129	7	provide	provide	VERB
crl-15193	129	8	sup­	sup­	NOUN
crl-15193	129	9	port	port	NOUN
crl-15193	129	10	for	for	ADP
crl-15193	129	11	discriminant	discriminant	NOUN
crl-15193	129	12	valid­	valid­	PROPN
crl-15193	129	13	ity	ity	PROPN
crl-15193	129	14	because	because	SCONJ
crl-15193	129	15	the	the	DET
crl-15193	129	16	correlation	correlation	NOUN
crl-15193	129	17	between	between	ADP
crl-15193	129	18	one	one	NUM
crl-15193	129	19	scale	scale	NOUN
crl-15193	129	20	and	and	CCONJ
crl-15193	129	21	an­	an­	NOUN
crl-15193	129	22	other	other	ADJ
crl-15193	129	23	is	be	AUX
crl-15193	129	24	not	not	PART
crl-15193	129	25	as	as	ADV
crl-15193	129	26	high	high	ADJ
crl-15193	129	27	as	as	SCONJ
crl-15193	129	28	each	each	DET
crl-15193	129	29	scale	scale	NOUN
crl-15193	129	30	’s	’s	PART
crl-15193	129	31	coefficient	coefficient	NOUN
crl-15193	129	32	alpha.27	alpha.27	PROPN
crl-15193	129	33	,	,	PUNCT
crl-15193	129	34	28	28	NUM
crl-15193	129	35	factor	factor	NOUN
crl-15193	129	36	analysis	analysis	NOUN
crl-15193	129	37	with	with	ADP
crl-15193	129	38	varimax	varimax	ADJ
crl-15193	129	39	rotation	rotation	NOUN
crl-15193	129	40	also	also	ADV
crl-15193	129	41	was	be	AUX
crl-15193	129	42	conducted	conduct	VERB
crl-15193	129	43	to	to	PART
crl-15193	129	44	examine	examine	VERB
crl-15193	129	45	whether	whether	SCONJ
crl-15193	129	46	the	the	DET
crl-15193	129	47	measures	measure	NOUN
crl-15193	129	48	loaded	load	VERB
crl-15193	129	49	as	as	SCONJ
crl-15193	129	50	expected	expect	VERB
crl-15193	129	51	on	on	ADP
crl-15193	129	52	the	the	DET
crl-15193	129	53	selected	select	VERB
crl-15193	129	54	constructs	construct	NOUN
crl-15193	129	55	.	.	PUNCT
crl-15193	130	1	when	when	SCONJ
crl-15193	130	2	no	no	DET
crl-15193	130	3	constraints	constraint	NOUN
crl-15193	130	4	were	be	AUX
crl-15193	130	5	im­	im­	VERB
crl-15193	130	6	posed	pose	VERB
crl-15193	130	7	on	on	ADP
crl-15193	130	8	the	the	DET
crl-15193	130	9	extraction	extraction	NOUN
crl-15193	130	10	of	of	ADP
crl-15193	130	11	factors	factor	NOUN
crl-15193	130	12	,	,	PUNCT
crl-15193	130	13	only	only	ADV
crl-15193	130	14	four	four	NUM
crl-15193	130	15	factors	factor	NOUN
crl-15193	130	16	were	be	AUX
crl-15193	130	17	recovered	recover	VERB
crl-15193	130	18	(	(	PUNCT
crl-15193	130	19	see	see	VERB
crl-15193	130	20	table	table	NOUN
crl-15193	130	21	2	2	NUM
crl-15193	130	22	)	)	PUNCT
crl-15193	130	23	.	.	PUNCT
crl-15193	131	1	in	in	ADP
crl-15193	131	2	this	this	DET
crl-15193	131	3	four	four	NUM
crl-15193	131	4	-	-	PUNCT
crl-15193	131	5	dimensional	dimensional	ADJ
crl-15193	131	6	structure	structure	NOUN
crl-15193	131	7	,	,	PUNCT
crl-15193	131	8	the	the	DET
crl-15193	131	9	measures	measure	NOUN
crl-15193	131	10	of	of	ADP
crl-15193	131	11	demeanor	demeanor	NOUN
crl-15193	131	12	and	and	CCONJ
crl-15193	131	13	competence	competence	NOUN
crl-15193	131	14	table	table	NOUN
crl-15193	131	15	2	2	NUM
crl-15193	131	16	unconstrained	unconstraine	VERB
crl-15193	131	17	factor	factor	NOUN
crl-15193	131	18	analysis	analysis	NOUN
crl-15193	131	19	of	of	ADP
crl-15193	131	20	independent	independent	ADJ
crl-15193	131	21	variables	variable	NOUN
crl-15193	131	22	with	with	ADP
crl-15193	131	23	varimax	varimax	ADJ
crl-15193	131	24	rotation	rotation	NOUN
crl-15193	131	25	items	item	NOUN
crl-15193	131	26	factor	factor	NOUN
crl-15193	131	27	1	1	NUM
crl-15193	131	28	factor	factor	NOUN
crl-15193	131	29	2	2	NUM
crl-15193	131	30	factor	factor	NOUN
crl-15193	131	31	3	3	NUM
crl-15193	131	32	factor	factor	NOUN
crl-15193	131	33	4	4	NUM
crl-15193	131	34	asrnc-3	asrnc-3	NUM
crl-15193	131	35	.874	.874	NUM
crl-15193	131	36	.10	.10	NUM
crl-15193	131	37	.10	.10	NUM
crl-15193	131	38	.14	.14	NUM
crl-15193	131	39	asrnc-9	asrnc-9	NUM
crl-15193	131	40	.842	.842	NUM
crl-15193	131	41	.08	.08	NUM
crl-15193	131	42	.24	.24	NUM
crl-15193	131	43	.14	.14	NUM
crl-15193	131	44	asrnc-4	asrnc-4	PROPN
crl-15193	131	45	.827	.827	NUM
crl-15193	131	46	.17	.17	NUM
crl-15193	131	47	.13	.13	NUM
crl-15193	131	48	.09	.09	NUM
crl-15193	131	49	asrnc-8	asrnc-8	NUM
crl-15193	131	50	.818	.818	NUM
crl-15193	131	51	.19	.19	NUM
crl-15193	131	52	.12	.12	NUM
crl-15193	131	53	.21	.21	NUM
crl-15193	131	54	asrnc-2	asrnc-2	NUM
crl-15193	131	55	.811	.811	NUM
crl-15193	131	56	.09	.09	NUM
crl-15193	131	57	.23	.23	NUM
crl-15193	131	58	.09	.09	NUM
crl-15193	131	59	asrnc-7	asrnc-7	NUM
crl-15193	131	60	.771	.771	NUM
crl-15193	131	61	.05	.05	NUM
crl-15193	131	62	.14	.14	NUM
crl-15193	131	63	.07	.07	NUM
crl-15193	131	64	asrnc-1	asrnc-1	NUM
crl-15193	131	65	.748	.748	NUM
crl-15193	131	66	.16	.16	NUM
crl-15193	131	67	.13	.13	NUM
crl-15193	131	68	.05	.05	NUM
crl-15193	131	69	asrnc-6	asrnc-6	NUM
crl-15193	131	70	.705	.705	NUM
crl-15193	131	71	.16	.16	NUM
crl-15193	131	72	.24	.24	NUM
crl-15193	131	73	.27	.27	NUM
crl-15193	131	74	asrnc-5	asrnc-5	NUM
crl-15193	131	75	.704	.704	NUM
crl-15193	131	76	.08	.08	NUM
crl-15193	131	77	.29	.29	NUM
crl-15193	131	78	.24	.24	NUM
crl-15193	131	79	res	re	NOUN
crl-15193	131	80	-	-	PUNCT
crl-15193	131	81	l	l	NOUN
crl-15193	131	82	.23	.23	NUM
crl-15193	131	83	.818	.818	NUM
crl-15193	131	84	.09	.09	NUM
crl-15193	131	85	.07	.07	NUM
crl-15193	131	86	res-2	res-2	NUM
crl-15193	131	87	.28	.28	NUM
crl-15193	131	88	.738	.738	NUM
crl-15193	131	89	-.09	-.09	PROPN
crl-15193	131	90	.03	.03	NUM
crl-15193	131	91	res-4	res-4	NUM
crl-15193	131	92	-.08	-.08	NUM
crl-15193	131	93	.703	.703	NUM
crl-15193	131	94	.20	.20	NUM
crl-15193	131	95	-.31	-.31	PUNCT
crl-15193	131	96	res-3	res-3	NUM
crl-15193	131	97	.09	.09	NUM
crl-15193	131	98	.684	.684	NUM
crl-15193	132	1	-.01	-.01	PROPN
crl-15193	132	2	.39	.39	PROPN
crl-15193	132	3	resp-2	resp-2	PROPN
crl-15193	132	4	.34	.34	NUM
crl-15193	132	5	-.04	-.04	X
crl-15193	132	6	.799	.799	NUM
crl-15193	132	7	.11	.11	NUM
crl-15193	132	8	resp-3	resp-3	NUM
crl-15193	132	9	.02	.02	NUM
crl-15193	132	10	.22	.22	NUM
crl-15193	132	11	.794	.794	NUM
crl-15193	132	12	.15	.15	NUM
crl-15193	132	13	resp-1	resp-1	NUM
crl-15193	132	14	.51	.51	NUM
crl-15193	132	15	-.04	-.04	X
crl-15193	132	16	.535	.535	NUM
crl-15193	132	17	.01	.01	NUM
crl-15193	132	18	tan-2	tan-2	NUM
crl-15193	132	19	.11	.11	NUM
crl-15193	132	20	.15	.15	NUM
crl-15193	132	21	.19	.19	NUM
crl-15193	132	22	.83	.83	NUM
crl-15193	132	23	tan-1	tan-1	NUM
crl-15193	132	24	.37	.37	NUM
crl-15193	132	25	-.11	-.11	SYM
crl-15193	132	26	.06	.06	NUM
crl-15193	132	27	.68	.68	NUM
crl-15193	132	28	eigenvalues	eigenvalue	VERB
crl-15193	132	29	7.93	7.93	NUM
crl-15193	132	30	2.06	2.06	NUM
crl-15193	132	31	1.25	1.25	NUM
crl-15193	132	32	1.19	1.19	NUM
crl-15193	132	33	variation	variation	NOUN
crl-15193	132	34	44.1	44.1	NUM
crl-15193	132	35	%	%	NOUN
crl-15193	132	36	11.5	11.5	NUM
crl-15193	132	37	%	%	NOUN
crl-15193	132	38	7.0	7.0	NUM
crl-15193	132	39	%	%	NOUN
crl-15193	132	40	6.6	6.6	NUM
crl-15193	132	41	%	%	NOUN
crl-15193	132	42	cumulative	cumulative	ADJ
crl-15193	132	43	44.1	44.1	NUM
crl-15193	132	44	%	%	NOUN
crl-15193	132	45	55.6	55.6	NUM
crl-15193	132	46	%	%	NOUN
crl-15193	132	47	62.5	62.5	NUM
crl-15193	132	48	%	%	NOUN
crl-15193	132	49	69.1	69.1	NUM
crl-15193	132	50	%	%	NOUN
crl-15193	132	51	http	http	NOUN
crl-15193	132	52	:	:	PUNCT
crl-15193	132	53	alpha.27	alpha.27	PROPN
crl-15193	132	54	162	162	NUM
crl-15193	132	55	college	college	PROPN
crl-15193	132	56	&	&	CCONJ
crl-15193	132	57	research	research	PROPN
crl-15193	132	58	libraries	library	NOUN
crl-15193	132	59	march	march	PROPN
crl-15193	132	60	1998	1998	NUM
crl-15193	132	61	table	table	NOUN
crl-15193	132	62	3	3	NUM
crl-15193	132	63	factor	factor	NOUN
crl-15193	132	64	analysis	analysis	NOUN
crl-15193	132	65	of	of	ADP
crl-15193	132	66	independent	independent	ADJ
crl-15193	132	67	variables	variable	NOUN
crl-15193	132	68	with	with	ADP
crl-15193	132	69	varimax	varimax	ADJ
crl-15193	132	70	rotation	rotation	NOUN
crl-15193	132	71	(	(	PUNCT
crl-15193	132	72	extraction	extraction	NOUN
crl-15193	132	73	constrained	constrain	VERB
crl-15193	132	74	to	to	ADP
crl-15193	132	75	five	five	NUM
crl-15193	132	76	factors	factor	NOUN
crl-15193	132	77	)	)	PUNCT
crl-15193	132	78	items	item	NOUN
crl-15193	132	79	factor	factor	NOUN
crl-15193	132	80	1	1	NUM
crl-15193	132	81	factor	factor	NOUN
crl-15193	132	82	2	2	NUM
crl-15193	132	83	factor	factor	NOUN
crl-15193	132	84	3	3	NUM
crl-15193	132	85	factor	factor	NOUN
crl-15193	132	86	4	4	NUM
crl-15193	132	87	factor	factor	NOUN
crl-15193	132	88	5	5	NUM
crl-15193	132	89	demeanor	demeanor	NOUN
crl-15193	132	90	competence	competence	NOUN
crl-15193	132	91	resources	resource	NOUN
crl-15193	132	92	responsiveness	responsiveness	NOUN
crl-15193	132	93	tangibles	tangible	NOUN
crl-15193	132	94	dem-4	dem-4	X
crl-15193	132	95	.788	.788	NUM
crl-15193	132	96	.38	.38	NUM
crl-15193	132	97	.19	.19	NUM
crl-15193	132	98	.12	.12	NUM
crl-15193	132	99	.02	.02	NUM
crl-15193	132	100	dem-3	dem-3	NUM
crl-15193	132	101	.757	.757	NUM
crl-15193	132	102	.39	.39	NUM
crl-15193	132	103	.11	.11	NUM
crl-15193	132	104	.23	.23	NUM
crl-15193	132	105	.03	.03	NUM
crl-15193	132	106	dem-5	dem-5	ADV
crl-15193	132	107	.753	.753	NUM
crl-15193	132	108	.46	.46	NUM
crl-15193	132	109	.10	.10	NUM
crl-15193	132	110	.25	.25	NUM
crl-15193	132	111	.08	.08	NUM
crl-15193	132	112	dem-2	dem-2	NUM
crl-15193	132	113	.684	.684	NUM
crl-15193	132	114	.32	.32	NUM
crl-15193	132	115	.10	.10	NUM
crl-15193	132	116	.29	.29	NUM
crl-15193	132	117	.19	.19	NUM
crl-15193	132	118	dem-1	dem-1	PART
crl-15193	132	119	.639	.639	NUM
crl-15193	132	120	.37	.37	NUM
crl-15193	132	121	.17	.17	NUM
crl-15193	132	122	.25	.25	NUM
crl-15193	132	123	.22	.22	NUM
crl-15193	132	124	comp-3	comp-3	NUM
crl-15193	132	125	.42	.42	NUM
crl-15193	132	126	.810	.810	NUM
crl-15193	132	127	.09	.09	NUM
crl-15193	132	128	.15	.15	NUM
crl-15193	132	129	.12	.12	NUM
crl-15193	132	130	comp-2	comp-2	PROPN
crl-15193	132	131	.29	.29	NUM
crl-15193	132	132	.788	.788	NUM
crl-15193	132	133	.04	.04	NUM
crl-15193	132	134	.20	.20	NUM
crl-15193	132	135	.07	.07	NUM
crl-15193	132	136	comp	comp	NOUN
crl-15193	132	137	-	-	PUNCT
crl-15193	132	138	l	l	NOUN
crl-15193	132	139	.3l	.3l	NOUN
crl-15193	132	140	.734	.734	NUM
crl-15193	133	1	.16	.16	NUM
crl-15193	133	2	.18	.18	NUM
crl-15193	133	3	.05	.05	NUM
crl-15193	133	4	comp-4	comp-4	PROPN
crl-15193	133	5	.45	.45	NUM
crl-15193	133	6	.707	.707	NUM
crl-15193	133	7	.18	.18	NUM
crl-15193	133	8	.16	.16	NUM
crl-15193	133	9	.19	.19	NUM
crl-15193	133	10	res-1	res-1	NUM
crl-15193	133	11	.07	.07	NUM
crl-15193	133	12	.24	.24	NUM
crl-15193	133	13	.812	.812	NUM
crl-15193	133	14	.11	.11	NUM
crl-15193	133	15	.10	.10	NUM
crl-15193	133	16	res-2	res-2	NUM
crl-15193	133	17	.26	.26	NUM
crl-15193	133	18	.13	.13	NUM
crl-15193	133	19	.747	.747	NUM
crl-15193	133	20	-.09	-.09	PROPN
crl-15193	133	21	.03	.03	NUM
crl-15193	133	22	res-3	res-3	NUM
crl-15193	133	23	.03	.03	NUM
crl-15193	133	24	-.19	-.19	SYM
crl-15193	133	25	.724	.724	NUM
crl-15193	133	26	.18	.18	NUM
crl-15193	133	27	-.29	-.29	SYM
crl-15193	133	28	res-4	res-4	NOUN
crl-15193	133	29	-.01	-.01	PROPN
crl-15193	133	30	.17	.17	NUM
crl-15193	133	31	.661	.661	NUM
crl-15193	133	32	.01	.01	NUM
crl-15193	133	33	.43	.43	NUM
crl-15193	133	34	resp-3	resp-3	NUM
crl-15193	133	35	-.09	-.09	PUNCT
crl-15193	133	36	-.17	-.17	INTJ
crl-15193	133	37	-.21	-.21	PUNCT
crl-15193	133	38	-.808	-.808	INTJ
crl-15193	133	39	-.16	-.16	PUNCT
crl-15193	133	40	resp-2	resp-2	PROPN
crl-15193	133	41	-.30	-.30	PUNCT
crl-15193	133	42	-.15	-.15	PROPN
crl-15193	133	43	.04	.04	NUM
crl-15193	133	44	-.802	-.802	ADJ
crl-15193	133	45	-.09	-.09	PROPN
crl-15193	133	46	resp	resp	NOUN
crl-15193	133	47	-	-	PUNCT
crl-15193	133	48	l	l	NOUN
crl-15193	133	49	-.35	-.35	PUNCT
crl-15193	133	50	-.34	-.34	NUM
crl-15193	133	51	.04	.04	NUM
crl-15193	133	52	-.553	-.553	NOUN
crl-15193	133	53	.01	.01	NUM
crl-15193	133	54	tan-2	tan-2	NUM
crl-15193	133	55	.08	.08	NUM
crl-15193	133	56	.13	.13	NUM
crl-15193	133	57	.11	.11	NUM
crl-15193	133	58	.20	.20	NUM
crl-15193	133	59	.843	.843	NUM
crl-15193	133	60	tan-1	tan-1	NUM
crl-15193	133	61	.55	.55	NUM
crl-15193	133	62	.03	.03	NUM
crl-15193	133	63	-.11	-.11	SYM
crl-15193	133	64	.04	.04	NUM
crl-15193	133	65	.622	.622	NUM
crl-15193	133	66	eigenvalues	eigenvalue	VERB
crl-15193	133	67	7.93	7.93	NUM
crl-15193	133	68	2.06	2.06	NUM
crl-15193	133	69	1.25	1.25	NUM
crl-15193	133	70	1.19	1.19	NUM
crl-15193	133	71	.81	.81	NUM
crl-15193	133	72	variation	variation	NOUN
crl-15193	133	73	44.1	44.1	NUM
crl-15193	133	74	%	%	NOUN
crl-15193	133	75	11.5	11.5	NUM
crl-15193	133	76	%	%	NOUN
crl-15193	133	77	7.0	7.0	NUM
crl-15193	133	78	%	%	NOUN
crl-15193	133	79	6.6	6.6	NUM
crl-15193	133	80	%	%	NOUN
crl-15193	133	81	4.5	4.5	NUM
crl-15193	133	82	%	%	NOUN
crl-15193	133	83	cumulative	cumulative	ADJ
crl-15193	133	84	44.1	44.1	NUM
crl-15193	133	85	%	%	NOUN
crl-15193	133	86	55.6	55.6	NUM
crl-15193	133	87	%	%	NOUN
crl-15193	133	88	62.5	62.5	NUM
crl-15193	133	89	%	%	NOUN
crl-15193	133	90	69.1	69.1	NUM
crl-15193	133	91	%	%	NOUN
crl-15193	133	92	73.6	73.6	NUM
crl-15193	133	93	%	%	NOUN
crl-15193	133	94	the	the	DET
crl-15193	133	95	appearance	appearance	NOUN
crl-15193	133	96	of	of	ADP
crl-15193	133	97	the	the	DET
crl-15193	133	98	staff	staff	NOUN
crl-15193	133	99	loaded	load	VERB
crl-15193	133	100	with	with	ADP
crl-15193	133	101	the	the	DET
crl-15193	133	102	first	first	ADJ
crl-15193	133	103	factor	factor	NOUN
crl-15193	133	104	and	and	CCONJ
crl-15193	133	105	not	not	PART
crl-15193	133	106	,	,	PUNCT
crl-15193	133	107	as	as	SCONJ
crl-15193	133	108	expected	expect	VERB
crl-15193	133	109	,	,	PUNCT
crl-15193	133	110	with	with	ADP
crl-15193	133	111	measures	measure	NOUN
crl-15193	133	112	of	of	ADP
crl-15193	133	113	tangibles	tangible	NOUN
crl-15193	133	114	.	.	PUNCT
crl-15193	134	1	attributing	attribute	VERB
crl-15193	134	2	this	this	PRON
crl-15193	134	3	to	to	ADP
crl-15193	134	4	measurement	measurement	VERB
crl-15193	134	5	error	error	NOUN
crl-15193	134	6	,	,	PUNCT
crl-15193	134	7	the	the	DET
crl-15193	134	8	authors	author	NOUN
crl-15193	134	9	eliminated	eliminate	VERB
crl-15193	134	10	the	the	DET
crl-15193	134	11	item	item	NOUN
crl-15193	134	12	.	.	PUNCT
crl-15193	135	1	this	this	PRON
crl-15193	135	2	resulted	result	VERB
crl-15193	135	3	in	in	ADP
crl-15193	135	4	a	a	DET
crl-15193	135	5	cleaner	clean	ADJ
crl-15193	135	6	factor	factor	NOUN
crl-15193	135	7	str	str	NOUN
crl-15193	135	8	ucture	ucture	NOUN
crl-15193	135	9	,	,	PUNCT
crl-15193	135	10	with	with	ADP
crl-15193	135	11	items	item	NOUN
crl-15193	135	12	loading	load	VERB
crl-15193	135	13	on	on	ADP
crl-15193	135	14	the	the	DET
crl-15193	135	15	expected	expect	VERB
crl-15193	135	16	factors	factor	NOUN
crl-15193	135	17	.	.	PUNCT
crl-15193	136	1	when	when	SCONJ
crl-15193	136	2	the	the	DET
crl-15193	136	3	factor	factor	NOUN
crl-15193	136	4	analysis	analysis	NOUN
crl-15193	136	5	procedure	procedure	NOUN
crl-15193	136	6	was	be	AUX
crl-15193	136	7	constrained	constrain	VERB
crl-15193	136	8	to	to	ADP
crl-15193	136	9	extracting	extract	VERB
crl-15193	136	10	five	five	NUM
crl-15193	136	11	factors	factor	NOUN
crl-15193	136	12	,	,	PUNCT
crl-15193	136	13	the	the	DET
crl-15193	136	14	scale	scale	NOUN
crl-15193	136	15	items	item	NOUN
crl-15193	136	16	loaded	load	VERB
crl-15193	136	17	,	,	PUNCT
crl-15193	136	18	as	as	SCONJ
crl-15193	136	19	expected	expect	VERB
crl-15193	136	20	,	,	PUNCT
crl-15193	136	21	on	on	ADP
crl-15193	136	22	demeanor	demeanor	NOUN
crl-15193	136	23	,	,	PUNCT
crl-15193	136	24	competence	competence	NOUN
crl-15193	136	25	,	,	PUNCT
crl-15193	136	26	resources	resource	NOUN
crl-15193	136	27	,	,	PUNCT
crl-15193	136	28	re­	re­	VERB
crl-15193	136	29	sponsiveness	sponsiveness	NOUN
crl-15193	136	30	,	,	PUNCT
crl-15193	136	31	and	and	CCONJ
crl-15193	136	32	tangibles	tangible	NOUN
crl-15193	136	33	(	(	PUNCT
crl-15193	136	34	see	see	VERB
crl-15193	136	35	table	table	NOUN
crl-15193	136	36	3	3	NUM
crl-15193	136	37	)	)	PUNCT
crl-15193	136	38	.	.	PUNCT
crl-15193	137	1	however	however	ADV
crl-15193	137	2	,	,	PUNCT
crl-15193	137	3	the	the	DET
crl-15193	137	4	latent	latent	NOUN
crl-15193	137	5	root	root	NOUN
crl-15193	137	6	criterion	criterion	NOUN
crl-15193	137	7	indi­	indi­	PROPN
crl-15193	137	8	cated	cat	VERB
crl-15193	137	9	that	that	SCONJ
crl-15193	137	10	the	the	DET
crl-15193	137	11	“	"	PUNCT
crl-15193	137	12	tangibles	tangibles	PROPN
crl-15193	137	13	”	"	PUNCT
crl-15193	137	14	factor	factor	NOUN
crl-15193	137	15	had	have	VERB
crl-15193	137	16	an	an	DET
crl-15193	137	17	eigenvalue	eigenvalue	NOUN
crl-15193	137	18	of	of	ADP
crl-15193	137	19	less	less	ADJ
crl-15193	137	20	than	than	ADP
crl-15193	137	21	one	one	NUM
crl-15193	137	22	.	.	PUNCT
crl-15193	138	1	(	(	PUNCT
crl-15193	138	2	in	in	ADP
crl-15193	138	3	factor	factor	NOUN
crl-15193	138	4	analysis	analysis	NOUN
crl-15193	138	5	,	,	PUNCT
crl-15193	138	6	only	only	ADV
crl-15193	138	7	factors	factor	NOUN
crl-15193	138	8	having	have	VERB
crl-15193	138	9	latent	latent	NOUN
crl-15193	138	10	roots	root	NOUN
crl-15193	138	11	[	[	X
crl-15193	138	12	eigenvalues	eigenvalue	VERB
crl-15193	138	13	]	]	X
crl-15193	138	14	greater	great	ADJ
crl-15193	138	15	than	than	ADP
crl-15193	138	16	one	one	NUM
crl-15193	138	17	are	be	AUX
crl-15193	138	18	consid­	consid­	ADV
crl-15193	138	19	ered	ere	VERB
crl-15193	138	20	significant	significant	ADJ
crl-15193	138	21	.	.	PUNCT
crl-15193	139	1	however	however	ADV
crl-15193	139	2	,	,	PUNCT
crl-15193	139	3	when	when	SCONJ
crl-15193	139	4	the	the	DET
crl-15193	139	5	eigenvalue	eigenvalue	NOUN
crl-15193	139	6	for	for	ADP
crl-15193	139	7	a	a	DET
crl-15193	139	8	factor	factor	NOUN
crl-15193	139	9	is	be	AUX
crl-15193	139	10	close	close	ADJ
crl-15193	139	11	to	to	ADP
crl-15193	139	12	one	one	NUM
crl-15193	139	13	,	,	PUNCT
crl-15193	139	14	the	the	DET
crl-15193	139	15	factor	factor	NOUN
crl-15193	139	16	might	might	AUX
crl-15193	139	17	be	be	AUX
crl-15193	139	18	retained	retain	VERB
crl-15193	139	19	for	for	ADP
crl-15193	139	20	inclusion	inclusion	NOUN
crl-15193	139	21	in	in	ADP
crl-15193	139	22	the	the	DET
crl-15193	139	23	model.29	model.29	NOUN
crl-15193	139	24	)	)	PUNCT
crl-15193	139	25	after	after	ADP
crl-15193	139	26	carefully	carefully	ADV
crl-15193	139	27	assess­	assess­	PUNCT
crl-15193	139	28	ing	e	VERB
crl-15193	139	29	the	the	DET
crl-15193	139	30	measures	measure	NOUN
crl-15193	139	31	that	that	PRON
crl-15193	139	32	loaded	load	VERB
crl-15193	139	33	on	on	ADP
crl-15193	139	34	the	the	DET
crl-15193	139	35	first	first	ADJ
crl-15193	139	36	unconstrained	unconstrained	ADJ
crl-15193	139	37	factor	factor	NOUN
crl-15193	139	38	(	(	PUNCT
crl-15193	139	39	i.e.	i.e.	X
crl-15193	139	40	,	,	PUNCT
crl-15193	139	41	the	the	DET
crl-15193	139	42	items	item	NOUN
crl-15193	139	43	measuring	measure	VERB
crl-15193	139	44	demeanor	demeanor	NOUN
crl-15193	139	45	and	and	CCONJ
crl-15193	139	46	com­	com­	NOUN
crl-15193	139	47	petence	petence	NOUN
crl-15193	139	48	)	)	PUNCT
crl-15193	139	49	,	,	PUNCT
crl-15193	139	50	the	the	DET
crl-15193	139	51	authors	author	NOUN
crl-15193	139	52	termed	term	VERB
crl-15193	139	53	the	the	DET
crl-15193	139	54	factor	factor	NOUN
crl-15193	139	55	“	"	PUNCT
crl-15193	139	56	assurance	assurance	NOUN
crl-15193	139	57	”	"	PUNCT
crl-15193	139	58	because	because	SCONJ
crl-15193	139	59	when	when	SCONJ
crl-15193	139	60	positive	positive	ADJ
crl-15193	139	61	at­	at­	ADJ
crl-15193	139	62	titudes	titude	NOUN
crl-15193	139	63	(	(	PUNCT
crl-15193	139	64	such	such	ADJ
crl-15193	139	65	as	as	ADP
crl-15193	139	66	demeanor	demeanor	NOUN
crl-15193	139	67	)	)	PUNCT
crl-15193	139	68	are	be	AUX
crl-15193	139	69	com­	com­	NOUN
crl-15193	139	70	bined	bin	VERB
crl-15193	139	71	with	with	ADP
crl-15193	139	72	competent	competent	ADJ
crl-15193	139	73	assistance	assistance	NOUN
crl-15193	139	74	,	,	PUNCT
crl-15193	139	75	it	it	PRON
crl-15193	139	76	gives	give	VERB
crl-15193	139	77	users	user	NOUN
crl-15193	139	78	a	a	DET
crl-15193	139	79	sense	sense	NOUN
crl-15193	139	80	of	of	ADP
crl-15193	139	81	assurance	assurance	NOUN
crl-15193	139	82	that	that	PRON
crl-15193	139	83	their	their	PRON
crl-15193	139	84	needs	need	NOUN
crl-15193	139	85	will	will	AUX
crl-15193	139	86	be	be	AUX
crl-15193	139	87	addressed	address	VERB
crl-15193	139	88	and	and	CCONJ
crl-15193	139	89	met	meet	VERB
crl-15193	139	90	ap­	ap­	PROPN
crl-15193	139	91	propriately	propriately	PROPN
crl-15193	139	92	.	.	PUNCT
crl-15193	140	1	results	result	VERB
crl-15193	140	2	multiple	multiple	ADJ
crl-15193	140	3	-	-	PUNCT
crl-15193	140	4	regression	regression	NOUN
crl-15193	140	5	analysis	analysis	NOUN
crl-15193	140	6	was	be	AUX
crl-15193	140	7	con­	con­	NOUN
crl-15193	140	8	ducted	ducte	VERB
crl-15193	140	9	using	use	VERB
crl-15193	140	10	both	both	CCONJ
crl-15193	140	11	the	the	DET
crl-15193	140	12	four	four	NUM
crl-15193	140	13	-	-	PUNCT
crl-15193	140	14	factor	factor	NOUN
crl-15193	140	15	and	and	CCONJ
crl-15193	140	16	five	five	NUM
crl-15193	140	17	-	-	PUNCT
crl-15193	140	18	factor	factor	NOUN
crl-15193	140	19	structures	structure	NOUN
crl-15193	140	20	to	to	PART
crl-15193	140	21	test	test	VERB
crl-15193	140	22	the	the	DET
crl-15193	140	23	proposi­	proposi­	PROPN
crl-15193	140	24	tions	tion	NOUN
crl-15193	140	25	.	.	PUNCT
crl-15193	141	1	the	the	DET
crl-15193	141	2	results	result	NOUN
crl-15193	141	3	are	be	AUX
crl-15193	141	4	presented	present	VERB
crl-15193	141	5	in	in	ADP
crl-15193	141	6	tables	table	NOUN
crl-15193	141	7	4	4	NUM
crl-15193	141	8	and	and	CCONJ
crl-15193	141	9	5	5	NUM
crl-15193	141	10	.	.	PUNCT
crl-15193	142	1	the	the	DET
crl-15193	142	2	full	full	ADJ
crl-15193	142	3	model	model	NOUN
crl-15193	142	4	was	be	AUX
crl-15193	142	5	significant	significant	ADJ
crl-15193	142	6	for	for	ADP
crl-15193	142	7	both	both	CCONJ
crl-15193	142	8	the	the	DET
crl-15193	142	9	fourand	fourand	ADJ
crl-15193	142	10	five	five	NUM
crl-15193	142	11	-	-	PUNCT
crl-15193	142	12	factor	factor	NOUN
crl-15193	142	13	models	model	NOUN
crl-15193	142	14	as	as	ADP
crl-15193	142	15	indi­	indi­	ADJ
crl-15193	142	16	http	http	NOUN
crl-15193	143	1	:	:	PUNCT
crl-15193	143	2	model.29	model.29	NOUN
crl-15193	143	3	explaining	explain	VERB
crl-15193	143	4	user	user	NOUN
crl-15193	143	5	satisfaction	satisfaction	NOUN
crl-15193	143	6	163	163	NUM
crl-15193	143	7	table	table	NOUN
crl-15193	143	8	4	4	NUM
crl-15193	143	9	regression	regression	NOUN
crl-15193	143	10	results	result	NOUN
crl-15193	143	11	with	with	ADP
crl-15193	143	12	four	four	NUM
crl-15193	143	13	factors	factor	NOUN
crl-15193	143	14	(	(	PUNCT
crl-15193	143	15	dependent	dependent	ADJ
crl-15193	143	16	variable	variable	NOUN
crl-15193	143	17	:	:	PUNCT
crl-15193	143	18	satisfaction	satisfaction	NOUN
crl-15193	143	19	)	)	PUNCT
crl-15193	143	20	independent	independent	ADJ
crl-15193	143	21	variables	variable	NOUN
crl-15193	143	22	b	b	PROPN
crl-15193	143	23	s.e	s.e	PROPN
crl-15193	143	24	.	.	PROPN
crl-15193	143	25	1	1	NUM
crl-15193	143	26	p	p	NOUN
crl-15193	143	27	<	<	X
crl-15193	143	28	assurance	assurance	NOUN
crl-15193	143	29	*	*	PUNCT
crl-15193	143	30	.428	.428	NUM
crl-15193	143	31	.070	.070	NUM
crl-15193	143	32	.366	.366	NUM
crl-15193	143	33	.001	.001	NUM
crl-15193	143	34	resources	resource	NOUN
crl-15193	143	35	.584	.584	NUM
crl-15193	143	36	.048	.048	NUM
crl-15193	143	37	.567	.567	NUM
crl-15193	143	38	.001	.001	NUM
crl-15193	143	39	responsiveness	responsiveness	NOUN
crl-15193	143	40	-.003	-.003	PROPN
crl-15193	144	1	-.054	-.054	INTJ
crl-15193	145	1	-.003	-.003	PROPN
crl-15193	145	2	.95	.95	NUM
crl-15193	145	3	n.s	n.s	PROPN
crl-15193	145	4	.	.	PROPN
crl-15193	145	5	tangibles	tangibles	PROPN
crl-15193	145	6	.099	.099	NUM
crl-15193	145	7	.056	.056	NUM
crl-15193	145	8	.089	.089	NUM
crl-15193	145	9	.10	.10	NUM
crl-15193	145	10	constant	constant	ADJ
crl-15193	145	11	.022	.022	NUM
crl-15193	145	12	r2	r2	PROPN
crl-15193	145	13	=	=	PUNCT
crl-15193	145	14	.65adj	.65adj	NOUN
crl-15193	145	15	r2	r2	PROPN
crl-15193	145	16	=	=	PUNCT
crl-15193	146	1	.64	.64	NUM
crl-15193	146	2	f4,181	f4,181	PROPN
crl-15193	146	3	=	=	SYM
crl-15193	146	4	85.01	85.01	NUM
crl-15193	146	5	,	,	PUNCT
crl-15193	146	6	p	p	X
crl-15193	146	7	<	<	X
crl-15193	146	8	.001	.001	NUM
crl-15193	146	9	*	*	NOUN
crl-15193	146	10	combination	combination	NOUN
crl-15193	146	11	of	of	ADP
crl-15193	146	12	demeanor	demeanor	NOUN
crl-15193	146	13	and	and	CCONJ
crl-15193	146	14	competence	competence	NOUN
crl-15193	146	15	cated	cat	VERB
crl-15193	146	16	by	by	ADP
crl-15193	146	17	the	the	DET
crl-15193	146	18	overall	overall	ADJ
crl-15193	146	19	f	f	PROPN
crl-15193	146	20	statistic	statistic	NOUN
crl-15193	146	21	(	(	PUNCT
crl-15193	146	22	p	p	X
crl-15193	146	23	<	<	X
crl-15193	146	24	.001	.001	NUM
crl-15193	146	25	)	)	PUNCT
crl-15193	146	26	.	.	PUNCT
crl-15193	147	1	both	both	DET
crl-15193	147	2	regression	regression	NOUN
crl-15193	147	3	models	model	NOUN
crl-15193	147	4	explained	explain	VERB
crl-15193	147	5	about	about	ADV
crl-15193	147	6	64	64	NUM
crl-15193	147	7	percent	percent	NOUN
crl-15193	147	8	of	of	ADP
crl-15193	147	9	the	the	DET
crl-15193	147	10	variation	variation	NOUN
crl-15193	147	11	in	in	ADP
crl-15193	147	12	the	the	DET
crl-15193	147	13	depen­	depen­	PROPN
crl-15193	147	14	dent	dent	ADJ
crl-15193	147	15	variable	variable	NOUN
crl-15193	147	16	as	as	SCONJ
crl-15193	147	17	indicated	indicate	VERB
crl-15193	147	18	by	by	ADP
crl-15193	147	19	the	the	DET
crl-15193	147	20	adjusted	adjust	VERB
crl-15193	147	21	r2	r2	NOUN
crl-15193	147	22	values	value	NOUN
crl-15193	147	23	.	.	PUNCT
crl-15193	148	1	it	it	PRON
crl-15193	148	2	may	may	AUX
crl-15193	148	3	be	be	AUX
crl-15193	148	4	noted	note	VERB
crl-15193	148	5	from	from	ADP
crl-15193	148	6	table	table	NOUN
crl-15193	148	7	4	4	NUM
crl-15193	148	8	that	that	SCONJ
crl-15193	148	9	three	three	NUM
crl-15193	148	10	of	of	ADP
crl-15193	148	11	the	the	DET
crl-15193	148	12	four	four	NUM
crl-15193	148	13	factors	factor	NOUN
crl-15193	148	14	had	have	VERB
crl-15193	148	15	a	a	DET
crl-15193	148	16	sig­	sig­	NOUN
crl-15193	148	17	nificant	nificant	ADJ
crl-15193	148	18	effect	effect	NOUN
crl-15193	148	19	on	on	ADP
crl-15193	148	20	user	user	NOUN
crl-15193	148	21	satisfaction	satisfaction	NOUN
crl-15193	148	22	.	.	PUNCT
crl-15193	149	1	the	the	DET
crl-15193	149	2	sig­	sig­	PROPN
crl-15193	149	3	nificant	nificant	ADJ
crl-15193	149	4	explanatory	explanatory	ADJ
crl-15193	149	5	factors	factor	NOUN
crl-15193	149	6	included	include	VERB
crl-15193	149	7	:	:	PUNCT
crl-15193	149	8	as­	as­	PROPN
crl-15193	149	9	surance	surance	NOUN
crl-15193	149	10	(	(	PUNCT
crl-15193	149	11	b	b	NOUN
crl-15193	149	12	=	=	SYM
crl-15193	149	13	.428	.428	NUM
crl-15193	149	14	;	;	PUNCT
crl-15193	149	15	p	p	X
crl-15193	149	16	<	<	X
crl-15193	149	17	.001	.001	NUM
crl-15193	149	18	)	)	PUNCT
crl-15193	149	19	;	;	PUNCT
crl-15193	149	20	resources	resource	NOUN
crl-15193	149	21	(	(	PUNCT
crl-15193	149	22	b	b	NOUN
crl-15193	149	23	=	=	NOUN
crl-15193	149	24	.584	.584	NUM
crl-15193	149	25	;	;	PUNCT
crl-15193	149	26	p	p	X
crl-15193	149	27	<	<	X
crl-15193	149	28	.001	.001	NUM
crl-15193	149	29	)	)	PUNCT
crl-15193	149	30	;	;	PUNCT
crl-15193	149	31	and	and	CCONJ
crl-15193	149	32	tangibles	tangible	NOUN
crl-15193	149	33	(	(	PUNCT
crl-15193	149	34	b	b	NOUN
crl-15193	149	35	=	=	PUNCT
crl-15193	149	36	.099	.099	NUM
crl-15193	149	37	;	;	PUNCT
crl-15193	149	38	p	p	X
crl-15193	149	39	<	<	X
crl-15193	149	40	.10	.10	NUM
crl-15193	149	41	)	)	PUNCT
crl-15193	149	42	.	.	PUNCT
crl-15193	150	1	responsiveness	responsiveness	NOUN
crl-15193	150	2	had	have	VERB
crl-15193	150	3	no	no	DET
crl-15193	150	4	effect	effect	NOUN
crl-15193	150	5	on	on	ADP
crl-15193	150	6	user	user	NOUN
crl-15193	150	7	satisfaction	satisfaction	NOUN
crl-15193	150	8	.	.	PUNCT
crl-15193	151	1	the	the	DET
crl-15193	151	2	results	result	NOUN
crl-15193	151	3	based	base	VERB
crl-15193	151	4	on	on	ADP
crl-15193	151	5	the	the	DET
crl-15193	151	6	five	five	NUM
crl-15193	151	7	-	-	PUNCT
crl-15193	151	8	factor	factor	NOUN
crl-15193	151	9	model	model	NOUN
crl-15193	151	10	are	be	AUX
crl-15193	151	11	reported	report	VERB
crl-15193	151	12	in	in	ADP
crl-15193	151	13	table	table	NOUN
crl-15193	151	14	5	5	NUM
crl-15193	151	15	.	.	PUNCT
crl-15193	151	16	here	here	ADV
crl-15193	151	17	again	again	ADV
crl-15193	151	18	,	,	PUNCT
crl-15193	151	19	three	three	NUM
crl-15193	151	20	factors	factor	NOUN
crl-15193	151	21	were	be	AUX
crl-15193	151	22	significant	significant	ADJ
crl-15193	151	23	:	:	PUNCT
crl-15193	151	24	demeanor	demeanor	NOUN
crl-15193	151	25	(	(	PUNCT
crl-15193	151	26	b	b	NOUN
crl-15193	151	27	=	=	NOUN
crl-15193	151	28	.287	.287	NUM
crl-15193	151	29	;	;	PUNCT
crl-15193	151	30	p	p	X
crl-15193	151	31	<	<	X
crl-15193	151	32	.001	.001	NUM
crl-15193	151	33	)	)	PUNCT
crl-15193	151	34	;	;	PUNCT
crl-15193	151	35	resources	resource	NOUN
crl-15193	151	36	(	(	PUNCT
crl-15193	151	37	b	b	NOUN
crl-15193	151	38	=	=	SYM
crl-15193	151	39	.588	.588	NUM
crl-15193	151	40	;	;	PUNCT
crl-15193	151	41	p	p	X
crl-15193	151	42	<	<	X
crl-15193	151	43	.001	.001	NUM
crl-15193	151	44	)	)	PUNCT
crl-15193	151	45	;	;	PUNCT
crl-15193	151	46	and	and	CCONJ
crl-15193	151	47	tangibles	tangible	NOUN
crl-15193	151	48	(	(	PUNCT
crl-15193	151	49	b	b	NOUN
crl-15193	151	50	=	=	NOUN
crl-15193	151	51	.098	.098	NUM
crl-15193	151	52	;	;	PUNCT
crl-15193	151	53	p	p	X
crl-15193	151	54	<	<	X
crl-15193	151	55	.10	.10	NUM
crl-15193	151	56	)	)	PUNCT
crl-15193	151	57	.	.	PUNCT
crl-15193	152	1	competence	competence	NOUN
crl-15193	152	2	,	,	PUNCT
crl-15193	152	3	when	when	SCONJ
crl-15193	152	4	isolated	isolate	VERB
crl-15193	152	5	as	as	ADP
crl-15193	152	6	a	a	DET
crl-15193	152	7	separate	separate	ADJ
crl-15193	152	8	table	table	NOUN
crl-15193	152	9	5	5	NUM
crl-15193	152	10	regression	regression	NOUN
crl-15193	152	11	results	result	NOUN
crl-15193	152	12	with	with	ADP
crl-15193	152	13	five	five	NUM
crl-15193	152	14	factors	factor	NOUN
crl-15193	152	15	(	(	PUNCT
crl-15193	152	16	dependent	dependent	ADJ
crl-15193	152	17	variable	variable	NOUN
crl-15193	152	18	:	:	PUNCT
crl-15193	152	19	satisfaction	satisfaction	NOUN
crl-15193	152	20	)	)	PUNCT
crl-15193	152	21	independent	independent	ADJ
crl-15193	152	22	variables	variable	NOUN
crl-15193	152	23	b	b	PROPN
crl-15193	152	24	s.e	s.e	PROPN
crl-15193	152	25	.	.	PROPN
crl-15193	152	26	1	1	NUM
crl-15193	152	27	p	p	NOUN
crl-15193	152	28	<	<	X
crl-15193	152	29	demeanor	demeanor	NOUN
crl-15193	152	30	.287	.287	NUM
crl-15193	152	31	.078	.078	NUM
crl-15193	152	32	.278	.278	NUM
crl-15193	152	33	.001	.001	NUM
crl-15193	152	34	competence	competence	NOUN
crl-15193	152	35	.125	.125	NUM
crl-15193	152	36	.084	.084	NUM
crl-15193	152	37	.107	.107	NUM
crl-15193	152	38	.15	.15	NUM
crl-15193	152	39	n.s	n.s	PROPN
crl-15193	152	40	.	.	PROPN
crl-15193	152	41	resources	resources	PROPN
crl-15193	152	42	.588	.588	NUM
crl-15193	152	43	.048	.048	NUM
crl-15193	152	44	.570	.570	NUM
crl-15193	152	45	.001	.001	NUM
crl-15193	152	46	responsiveness	responsiveness	NOUN
crl-15193	152	47	.004	.004	NUM
crl-15193	152	48	.054	.054	NUM
crl-15193	152	49	.004	.004	NUM
crl-15193	152	50	.95	.95	NUM
crl-15193	152	51	n.s	n.s	PROPN
crl-15193	152	52	.	.	PROPN
crl-15193	152	53	tangibles	tangibles	PROPN
crl-15193	152	54	.098	.098	NUM
crl-15193	152	55	.055	.055	NUM
crl-15193	152	56	.088	.088	NUM
crl-15193	152	57	.10	.10	NUM
crl-15193	152	58	constant	constant	ADJ
crl-15193	152	59	.144	.144	NUM
crl-15193	152	60	r2	r2	PROPN
crl-15193	152	61	=	=	PUNCT
crl-15193	152	62	.65adj	.65adj	NOUN
crl-15193	152	63	r2	r2	PROPN
crl-15193	152	64	=	=	SYM
crl-15193	152	65	.64fs,18o	.64fs,18o	PROPN
crl-15193	152	66	=	=	PUNCT
crl-15193	152	67	67.80	67.80	NUM
crl-15193	152	68	,	,	PUNCT
crl-15193	152	69	p	p	X
crl-15193	152	70	<	<	X
crl-15193	152	71	.001	.001	NUM
crl-15193	152	72	.	.	PUNCT
crl-15193	153	1	factor	factor	NOUN
crl-15193	153	2	,	,	PUNCT
crl-15193	153	3	would	would	AUX
crl-15193	153	4	be	be	AUX
crl-15193	153	5	regarded	regard	VERB
crl-15193	153	6	as	as	ADP
crl-15193	153	7	significant	significant	ADJ
crl-15193	153	8	only	only	ADV
crl-15193	153	9	if	if	SCONJ
crl-15193	153	10	the	the	DET
crl-15193	153	11	possi­	possi­	PROPN
crl-15193	153	12	bility	bility	NOUN
crl-15193	153	13	of	of	ADP
crl-15193	153	14	making	make	VERB
crl-15193	153	15	a	a	DET
crl-15193	153	16	type	type	NOUN
crl-15193	153	17	-	-	PUNCT
crl-15193	153	18	i	i	PRON
crl-15193	153	19	er­	er­	PROPN
crl-15193	153	20	ror	ror	PROPN
crl-15193	153	21	15	15	NUM
crl-15193	153	22	percent	percent	NOUN
crl-15193	153	23	of	of	ADP
crl-15193	153	24	the	the	DET
crl-15193	153	25	time	time	NOUN
crl-15193	153	26	is	be	AUX
crl-15193	153	27	allowed	allow	VERB
crl-15193	153	28	.	.	PUNCT
crl-15193	154	1	in	in	ADP
crl-15193	154	2	the	the	DET
crl-15193	154	3	research	research	NOUN
crl-15193	154	4	com­	com­	NOUN
crl-15193	154	5	munity	munity	NOUN
crl-15193	154	6	,	,	PUNCT
crl-15193	154	7	such	such	DET
crl-15193	154	8	an	an	DET
crl-15193	154	9	allowance	allowance	NOUN
crl-15193	154	10	generally	generally	ADV
crl-15193	154	11	is	be	AUX
crl-15193	154	12	not	not	PART
crl-15193	154	13	made	make	VERB
crl-15193	154	14	;	;	PUNCT
crl-15193	154	15	conse­	conse­	ADV
crl-15193	154	16	quently	quently	ADV
crl-15193	154	17	,	,	PUNCT
crl-15193	154	18	the	the	DET
crl-15193	154	19	nonsignificance	nonsignificance	NOUN
crl-15193	154	20	of	of	ADP
crl-15193	154	21	the	the	DET
crl-15193	154	22	variable	variable	NOUN
crl-15193	154	23	may	may	AUX
crl-15193	154	24	be	be	AUX
crl-15193	154	25	attributed	attribute	VERB
crl-15193	154	26	to	to	ADP
crl-15193	154	27	multicollinearity	multicollinearity	NOUN
crl-15193	154	28	as	as	ADP
crl-15193	154	29	sug­	sug­	NOUN
crl-15193	154	30	gested	geste	VERB
crl-15193	154	31	by	by	ADP
crl-15193	154	32	the	the	DET
crl-15193	154	33	high	high	ADJ
crl-15193	154	34	correlation	correlation	NOUN
crl-15193	154	35	between	between	ADP
crl-15193	154	36	demeanor	demeanor	NOUN
crl-15193	154	37	and	and	CCONJ
crl-15193	154	38	com­	com­	NOUN
crl-15193	154	39	petence	petence	NOUN
crl-15193	154	40	(	(	PUNCT
crl-15193	154	41	r	r	NOUN
crl-15193	154	42	=	=	SYM
crl-15193	154	43	.78	.78	NUM
crl-15193	154	44	;	;	PUNCT
crl-15193	154	45	p	p	X
crl-15193	154	46	<	<	X
crl-15193	154	47	.001	.001	NUM
crl-15193	154	48	)	)	PUNCT
crl-15193	154	49	.	.	PUNCT
crl-15193	155	1	al­	al­	PROPN
crl-15193	155	2	ternatively	ternatively	ADV
crl-15193	155	3	,	,	PUNCT
crl-15193	155	4	because	because	SCONJ
crl-15193	155	5	library	library	ADJ
crl-15193	155	6	us­	us­	NOUN
crl-15193	155	7	ers	er	NOUN
crl-15193	155	8	actually	actually	ADV
crl-15193	155	9	may	may	AUX
crl-15193	155	10	see	see	VERB
crl-15193	155	11	compe­	compe­	NOUN
crl-15193	155	12	tence	tence	NOUN
crl-15193	155	13	and	and	CCONJ
crl-15193	155	14	demeanor	demeanor	NOUN
crl-15193	155	15	as	as	ADP
crl-15193	155	16	ele­	ele­	NOUN
crl-15193	155	17	ments	ment	NOUN
crl-15193	155	18	of	of	ADP
crl-15193	155	19	one	one	NUM
crl-15193	155	20	large	large	ADJ
crl-15193	155	21	factor	factor	NOUN
crl-15193	155	22	(	(	PUNCT
crl-15193	155	23	i.e.	i.e.	X
crl-15193	155	24	,	,	PUNCT
crl-15193	155	25	assurance	assurance	NOUN
crl-15193	155	26	)	)	PUNCT
crl-15193	155	27	,	,	PUNCT
crl-15193	155	28	per­	per­	NOUN
crl-15193	155	29	haps	hap	NOUN
crl-15193	155	30	the	the	DET
crl-15193	155	31	two	two	NUM
crl-15193	155	32	constructs	construct	NOUN
crl-15193	155	33	should	should	AUX
crl-15193	155	34	be	be	AUX
crl-15193	155	35	combined	combine	VERB
crl-15193	155	36	(	(	PUNCT
crl-15193	155	37	as	as	ADP
crl-15193	155	38	in	in	ADP
crl-15193	155	39	tables	table	NOUN
crl-15193	155	40	2	2	NUM
crl-15193	155	41	and	and	CCONJ
crl-15193	155	42	4	4	NUM
crl-15193	155	43	)	)	PUNCT
crl-15193	155	44	.	.	PUNCT
crl-15193	156	1	an	an	DET
crl-15193	156	2	examination	examination	NOUN
crl-15193	156	3	of	of	ADP
crl-15193	156	4	the	the	DET
crl-15193	156	5	parameter	parameter	NOUN
crl-15193	156	6	esti­	esti­	PROPN
crl-15193	156	7	mates	mate	NOUN
crl-15193	156	8	(	(	PUNCT
crl-15193	156	9	especially	especially	ADV
crl-15193	156	10	the	the	DET
crl-15193	156	11	standardized	standardized	ADJ
crl-15193	156	12	beta	beta	ADJ
crl-15193	156	13	values	value	NOUN
crl-15193	156	14	)	)	PUNCT
crl-15193	156	15	suggests	suggest	VERB
crl-15193	156	16	that	that	SCONJ
crl-15193	156	17	the	the	DET
crl-15193	156	18	availability	availability	NOUN
crl-15193	156	19	of	of	ADP
crl-15193	156	20	re­	re­	PROPN
crl-15193	156	21	sources	source	NOUN
crl-15193	156	22	and	and	CCONJ
crl-15193	156	23	the	the	DET
crl-15193	156	24	assurance	assurance	NOUN
crl-15193	156	25	provided	provide	VERB
crl-15193	156	26	by	by	ADP
crl-15193	156	27	the	the	DET
crl-15193	156	28	library	library	NOUN
crl-15193	156	29	staff	staff	NOUN
crl-15193	156	30	have	have	VERB
crl-15193	156	31	the	the	DET
crl-15193	156	32	greatest	great	ADJ
crl-15193	156	33	impact	impact	NOUN
crl-15193	156	34	on	on	ADP
crl-15193	156	35	user	user	NOUN
crl-15193	156	36	satisfaction	satisfaction	NOUN
crl-15193	156	37	.	.	PUNCT
crl-15193	157	1	although	although	SCONJ
crl-15193	157	2	the	the	DET
crl-15193	157	3	third	third	ADJ
crl-15193	157	4	sig­	sig­	NOUN
crl-15193	157	5	nificant	nificant	ADJ
crl-15193	157	6	variable	variable	NOUN
crl-15193	157	7	,	,	PUNCT
crl-15193	157	8	tangibles	tangible	NOUN
crl-15193	157	9	,	,	PUNCT
crl-15193	157	10	also	also	ADV
crl-15193	157	11	had	have	VERB
crl-15193	157	12	an	an	DET
crl-15193	157	13	impact	impact	NOUN
crl-15193	157	14	on	on	ADP
crl-15193	157	15	the	the	DET
crl-15193	157	16	dependent	dependent	ADJ
crl-15193	157	17	variable	variable	NOUN
crl-15193	157	18	,	,	PUNCT
crl-15193	157	19	its	its	PRON
crl-15193	157	20	mag­	mag­	ADJ
crl-15193	157	21	nitude	nitude	NOUN
crl-15193	157	22	was	be	AUX
crl-15193	157	23	relatively	relatively	ADV
crl-15193	157	24	small	small	ADJ
crl-15193	157	25	.	.	PUNCT
crl-15193	158	1	discussion	discussion	NOUN
crl-15193	158	2	this	this	DET
crl-15193	158	3	study	study	NOUN
crl-15193	158	4	tested	test	VERB
crl-15193	158	5	an	an	DET
crl-15193	158	6	alternative	alternative	ADJ
crl-15193	158	7	model	model	NOUN
crl-15193	158	8	of	of	ADP
crl-15193	158	9	customer	customer	NOUN
crl-15193	158	10	satisfaction	satisfaction	NOUN
crl-15193	158	11	with	with	ADP
crl-15193	158	12	academic	academic	ADJ
crl-15193	158	13	librar­	librar­	PROPN
crl-15193	158	14	ies	ie	NOUN
crl-15193	158	15	.	.	PUNCT
crl-15193	159	1	although	although	SCONJ
crl-15193	159	2	no	no	DET
crl-15193	159	3	attempt	attempt	NOUN
crl-15193	159	4	was	be	AUX
crl-15193	159	5	made	make	VERB
crl-15193	159	6	at	at	ADP
crl-15193	159	7	repli­	repli­	PROPN
crl-15193	159	8	cation	cation	NOUN
crl-15193	159	9	,	,	PUNCT
crl-15193	159	10	the	the	DET
crl-15193	159	11	authors	author	NOUN
crl-15193	159	12	borrowed	borrow	VERB
crl-15193	159	13	from	from	ADP
crl-15193	159	14	earlier	early	ADJ
crl-15193	159	15	studies	study	NOUN
crl-15193	159	16	,	,	PUNCT
crl-15193	159	17	relying	rely	VERB
crl-15193	159	18	to	to	ADP
crl-15193	159	19	a	a	DET
crl-15193	159	20	great	great	ADJ
crl-15193	159	21	extent	extent	NOUN
crl-15193	159	22	on	on	ADP
crl-15193	159	23	the	the	DET
crl-15193	159	24	service	service	NOUN
crl-15193	159	25	quality	quality	NOUN
crl-15193	159	26	literature	literature	NOUN
crl-15193	159	27	.	.	PUNCT
crl-15193	160	1	departures	departure	NOUN
crl-15193	160	2	from	from	ADP
crl-15193	160	3	the	the	DET
crl-15193	160	4	original	original	ADJ
crl-15193	160	5	servqual	servqual	ADJ
crl-15193	160	6	framework	framework	NOUN
crl-15193	160	7	were	be	AUX
crl-15193	160	8	predicated	predicate	VERB
crl-15193	160	9	by	by	ADP
crl-15193	160	10	studies	study	NOUN
crl-15193	160	11	that	that	PRON
crl-15193	160	12	sug­	sug­	NOUN
crl-15193	160	13	gested	geste	VERB
crl-15193	160	14	the	the	DET
crl-15193	160	15	inapplicability	inapplicability	NOUN
crl-15193	160	16	of	of	ADP
crl-15193	160	17	the	the	DET
crl-15193	160	18	framework	framework	NOUN
crl-15193	160	19	to	to	ADP
crl-15193	160	20	all	all	DET
crl-15193	160	21	service	service	NOUN
crl-15193	160	22	situations	situation	NOUN
crl-15193	160	23	.	.	PUNCT
crl-15193	161	1	the	the	DET
crl-15193	161	2	results	result	NOUN
crl-15193	161	3	of	of	ADP
crl-15193	161	4	this	this	DET
crl-15193	161	5	study	study	NOUN
crl-15193	161	6	suggest	suggest	VERB
crl-15193	161	7	that	that	SCONJ
crl-15193	161	8	academic	academic	ADJ
crl-15193	161	9	librar­	librar­	PROPN
crl-15193	161	10	ians	ians	PROPN
crl-15193	161	11	focus	focus	VERB
crl-15193	161	12	on	on	ADP
crl-15193	161	13	two	two	NUM
crl-15193	161	14	major	major	ADJ
crl-15193	161	15	ele­	ele­	NOUN
crl-15193	161	16	ments	ment	NOUN
crl-15193	161	17	(	(	PUNCT
crl-15193	161	18	based	base	VERB
crl-15193	161	19	on	on	ADP
crl-15193	161	20	the	the	DET
crl-15193	161	21	stan­	stan­	NOUN
crl-15193	161	22	dardized	dardize	VERB
crl-15193	161	23	betas)—resources	betas)—resource	NOUN
crl-15193	161	24	and	and	CCONJ
crl-15193	161	25	demeanor	demeanor	NOUN
crl-15193	161	26	—	—	PUNCT
crl-15193	161	27	if	if	SCONJ
crl-15193	161	28	providing	provide	VERB
crl-15193	161	29	customer	customer	NOUN
crl-15193	161	30	satisfaction	satisfaction	NOUN
crl-15193	161	31	is	be	AUX
crl-15193	161	32	to	to	PART
crl-15193	161	33	be	be	AUX
crl-15193	161	34	underscored	underscore	VERB
crl-15193	161	35	in	in	ADP
crl-15193	161	36	their	their	PRON
crl-15193	161	37	strate­	strate­	PROPN
crl-15193	161	38	164	164	NUM
crl-15193	161	39	college	college	NOUN
crl-15193	161	40	&	&	CCONJ
crl-15193	161	41	research	research	PROPN
crl-15193	161	42	libraries	library	NOUN
crl-15193	161	43	march	march	PROPN
crl-15193	161	44	1998	1998	NUM
crl-15193	161	45	gic	gic	ADJ
crl-15193	161	46	vision	vision	NOUN
crl-15193	161	47	.	.	PUNCT
crl-15193	162	1	resource	resource	NOUN
crl-15193	162	2	strategy	strategy	NOUN
crl-15193	162	3	is	be	AUX
crl-15193	162	4	important	important	ADJ
crl-15193	162	5	because	because	SCONJ
crl-15193	162	6	academic	academic	ADJ
crl-15193	162	7	library	library	NOUN
crl-15193	162	8	users	user	NOUN
crl-15193	162	9	frequent	frequent	VERB
crl-15193	162	10	their	their	PRON
crl-15193	162	11	libraries	library	NOUN
crl-15193	162	12	to	to	PART
crl-15193	162	13	find	find	VERB
crl-15193	162	14	solutions	solution	NOUN
crl-15193	162	15	to	to	ADP
crl-15193	162	16	their	their	PRON
crl-15193	162	17	academic	academic	ADJ
crl-15193	162	18	problems	problem	NOUN
crl-15193	162	19	and	and	CCONJ
crl-15193	162	20	needs	need	NOUN
crl-15193	162	21	.	.	PUNCT
crl-15193	163	1	in	in	ADP
crl-15193	163	2	today	today	NOUN
crl-15193	163	3	’s	’s	PART
crl-15193	163	4	dynamic	dynamic	ADJ
crl-15193	163	5	environment	environment	NOUN
crl-15193	163	6	of	of	ADP
crl-15193	163	7	information	information	NOUN
crl-15193	163	8	availability	availability	NOUN
crl-15193	163	9	,	,	PUNCT
crl-15193	163	10	resources	resource	NOUN
crl-15193	163	11	does	do	AUX
crl-15193	163	12	not	not	PART
crl-15193	163	13	mean	mean	VERB
crl-15193	163	14	only	only	ADV
crl-15193	163	15	the	the	DET
crl-15193	163	16	size	size	NOUN
crl-15193	163	17	of	of	ADP
crl-15193	163	18	a	a	DET
crl-15193	163	19	library	library	NOUN
crl-15193	163	20	’s	’s	PART
crl-15193	163	21	collections	collection	NOUN
crl-15193	163	22	but	but	CCONJ
crl-15193	163	23	,	,	PUNCT
crl-15193	163	24	rather	rather	ADV
crl-15193	163	25	,	,	PUNCT
crl-15193	163	26	also	also	ADV
crl-15193	163	27	includes	include	VERB
crl-15193	163	28	a	a	DET
crl-15193	163	29	variety	variety	NOUN
crl-15193	163	30	of	of	ADP
crl-15193	163	31	other	other	ADJ
crl-15193	163	32	resources	resource	NOUN
crl-15193	163	33	that	that	PRON
crl-15193	163	34	,	,	PUNCT
crl-15193	163	35	to	to	ADP
crl-15193	163	36	the	the	DET
crl-15193	163	37	users	user	NOUN
crl-15193	163	38	,	,	PUNCT
crl-15193	163	39	make	make	VERB
crl-15193	163	40	ac­	ac­	PUNCT
crl-15193	163	41	cess	cess	ADJ
crl-15193	163	42	to	to	PART
crl-15193	163	43	information	information	VERB
crl-15193	163	44	the	the	DET
crl-15193	163	45	key	key	NOUN
crl-15193	163	46	to	to	ADP
crl-15193	163	47	judging	judge	VERB
crl-15193	163	48	resource	resource	NOUN
crl-15193	163	49	adequacy	adequacy	NOUN
crl-15193	163	50	.	.	PUNCT
crl-15193	164	1	consequently	consequently	ADV
crl-15193	164	2	,	,	PUNCT
crl-15193	164	3	aca­	aca­	PROPN
crl-15193	164	4	demic	demic	ADJ
crl-15193	164	5	librarians	librarian	NOUN
crl-15193	164	6	must	must	AUX
crl-15193	164	7	continuously	continuously	ADV
crl-15193	164	8	monitor	monitor	VERB
crl-15193	164	9	the	the	DET
crl-15193	164	10	academic	academic	ADJ
crl-15193	164	11	environment	environment	NOUN
crl-15193	164	12	to	to	PART
crl-15193	164	13	provide	provide	VERB
crl-15193	164	14	customer	customer	NOUN
crl-15193	164	15	-	-	PUNCT
crl-15193	164	16	focused	focus	VERB
crl-15193	164	17	services	service	NOUN
crl-15193	164	18	.	.	PUNCT
crl-15193	165	1	that	that	PRON
crl-15193	165	2	means	mean	VERB
crl-15193	165	3	remaining	remain	VERB
crl-15193	165	4	connected	connect	VERB
crl-15193	165	5	to	to	ADP
crl-15193	165	6	their	their	PRON
crl-15193	165	7	academic	academic	ADJ
crl-15193	165	8	institution	institution	NOUN
crl-15193	165	9	’s	’s	PART
crl-15193	165	10	curricu­	curricu­	PROPN
crl-15193	165	11	lum	lum	PROPN
crl-15193	165	12	,	,	PUNCT
crl-15193	165	13	teachers	teacher	NOUN
crl-15193	165	14	’	'	PUNCT
crl-15193	165	15	resource	resource	NOUN
crl-15193	165	16	needs	need	NOUN
crl-15193	165	17	and	and	CCONJ
crl-15193	165	18	re­	re­	PROPN
crl-15193	165	19	search	search	NOUN
crl-15193	165	20	agenda	agenda	NOUN
crl-15193	165	21	,	,	PUNCT
crl-15193	165	22	student	student	NOUN
crl-15193	165	23	preference	preference	NOUN
crl-15193	165	24	for	for	ADP
crl-15193	165	25	how	how	SCONJ
crl-15193	165	26	the	the	DET
crl-15193	165	27	needed	needed	ADJ
crl-15193	165	28	information	information	NOUN
crl-15193	165	29	is	be	AUX
crl-15193	165	30	pack­	pack­	DET
crl-15193	165	31	aged	aged	ADJ
crl-15193	165	32	(	(	PUNCT
crl-15193	165	33	i.e.	i.e.	X
crl-15193	165	34	,	,	PUNCT
crl-15193	165	35	cd	cd	NOUN
crl-15193	165	36	-	-	PUNCT
crl-15193	165	37	roms	rom	NOUN
crl-15193	165	38	,	,	PUNCT
crl-15193	165	39	journals	journal	NOUN
crl-15193	165	40	,	,	PUNCT
crl-15193	165	41	micro­	micro­	X
crl-15193	165	42	fiche	fiche	PROPN
crl-15193	165	43	,	,	PUNCT
crl-15193	165	44	audiovisuals	audiovisual	NOUN
crl-15193	165	45	,	,	PUNCT
crl-15193	165	46	internet	internet	NOUN
crl-15193	165	47	,	,	PUNCT
crl-15193	165	48	etc	etc	X
crl-15193	165	49	.	.	X
crl-15193	165	50	)	)	PUNCT
crl-15193	165	51	,	,	PUNCT
crl-15193	165	52	and	and	CCONJ
crl-15193	165	53	related	related	ADJ
crl-15193	165	54	administrative	administrative	ADJ
crl-15193	165	55	use	use	NOUN
crl-15193	165	56	of	of	ADP
crl-15193	165	57	informa­	informa­	PROPN
crl-15193	165	58	tion	tion	NOUN
crl-15193	165	59	(	(	PUNCT
crl-15193	165	60	e.g.	e.g.	ADV
crl-15193	165	61	,	,	PUNCT
crl-15193	165	62	career	career	NOUN
crl-15193	165	63	planning	planning	NOUN
crl-15193	165	64	and	and	CCONJ
crl-15193	165	65	devel­	devel­	NOUN
crl-15193	165	66	opment	opment	NOUN
crl-15193	165	67	,	,	PUNCT
crl-15193	165	68	etc	etc	X
crl-15193	165	69	.	.	X
crl-15193	165	70	)	)	PUNCT
crl-15193	165	71	.	.	PUNCT
crl-15193	166	1	this	this	PRON
crl-15193	166	2	is	be	AUX
crl-15193	166	3	not	not	PART
crl-15193	166	4	to	to	PART
crl-15193	166	5	suggest	suggest	VERB
crl-15193	166	6	that	that	SCONJ
crl-15193	166	7	the	the	DET
crl-15193	166	8	role	role	NOUN
crl-15193	166	9	of	of	ADP
crl-15193	166	10	the	the	DET
crl-15193	166	11	librarian	librarian	NOUN
crl-15193	166	12	should	should	AUX
crl-15193	166	13	be	be	AUX
crl-15193	166	14	pas­	pas­	NOUN
crl-15193	166	15	sive	sive	ADJ
crl-15193	166	16	,	,	PUNCT
crl-15193	166	17	reacting	react	VERB
crl-15193	166	18	only	only	ADV
crl-15193	166	19	to	to	ADP
crl-15193	166	20	the	the	DET
crl-15193	166	21	demands	demand	NOUN
crl-15193	166	22	placed	place	VERB
crl-15193	166	23	on	on	ADP
crl-15193	166	24	it	it	PRON
crl-15193	166	25	.	.	PUNCT
crl-15193	167	1	librarians	librarian	NOUN
crl-15193	167	2	actually	actually	ADV
crl-15193	167	3	can	can	AUX
crl-15193	167	4	play	play	VERB
crl-15193	167	5	a	a	DET
crl-15193	167	6	proactive	proactive	ADJ
crl-15193	167	7	role	role	NOUN
crl-15193	167	8	by	by	ADP
crl-15193	167	9	forging	forge	VERB
crl-15193	167	10	part­	part­	NOUN
crl-15193	167	11	nership	nership	NOUN
crl-15193	167	12	relationships	relationship	NOUN
crl-15193	167	13	with	with	ADP
crl-15193	167	14	their	their	PRON
crl-15193	167	15	academic	academic	ADJ
crl-15193	167	16	communities	community	NOUN
crl-15193	167	17	and	and	CCONJ
crl-15193	167	18	developing	develop	VERB
crl-15193	167	19	a	a	DET
crl-15193	167	20	variety	variety	NOUN
crl-15193	167	21	of	of	ADP
crl-15193	167	22	information	information	NOUN
crl-15193	167	23	access	access	NOUN
crl-15193	167	24	options	option	NOUN
crl-15193	167	25	for	for	ADP
crl-15193	167	26	them	they	PRON
crl-15193	167	27	,	,	PUNCT
crl-15193	167	28	se­	se­	VERB
crl-15193	167	29	lecting	lecte	VERB
crl-15193	167	30	jointly	jointly	ADV
crl-15193	167	31	those	those	DET
crl-15193	167	32	options	option	NOUN
crl-15193	167	33	that	that	PRON
crl-15193	167	34	meet	meet	VERB
crl-15193	167	35	cost	cost	NOUN
crl-15193	167	36	and	and	CCONJ
crl-15193	167	37	efficacy	efficacy	NOUN
crl-15193	167	38	criteria	criterion	NOUN
crl-15193	167	39	.	.	PUNCT
crl-15193	168	1	the	the	DET
crl-15193	168	2	findings	finding	NOUN
crl-15193	168	3	of	of	ADP
crl-15193	168	4	this	this	DET
crl-15193	168	5	study	study	NOUN
crl-15193	168	6	also	also	ADV
crl-15193	168	7	suggest	suggest	VERB
crl-15193	168	8	that	that	SCONJ
crl-15193	168	9	library	library	NOUN
crl-15193	168	10	users	user	NOUN
crl-15193	168	11	,	,	PUNCT
crl-15193	168	12	especially	especially	ADV
crl-15193	168	13	students	student	NOUN
crl-15193	168	14	,	,	PUNCT
crl-15193	168	15	ac­	ac­	ADJ
crl-15193	168	16	cord	cord	NOUN
crl-15193	168	17	significant	significant	ADJ
crl-15193	168	18	importance	importance	NOUN
crl-15193	168	19	to	to	ADP
crl-15193	168	20	the	the	DET
crl-15193	168	21	de­	de­	ADJ
crl-15193	168	22	meanor	meanor	NOUN
crl-15193	168	23	of	of	ADP
crl-15193	168	24	the	the	DET
crl-15193	168	25	library	library	NOUN
crl-15193	168	26	staff	staff	NOUN
crl-15193	168	27	,	,	PUNCT
crl-15193	168	28	a	a	DET
crl-15193	168	29	multiattribute	multiattribute	NOUN
crl-15193	168	30	construct	construct	NOUN
crl-15193	168	31	that	that	PRON
crl-15193	168	32	must	must	AUX
crl-15193	168	33	be	be	AUX
crl-15193	168	34	instilled	instill	VERB
crl-15193	168	35	and	and	CCONJ
crl-15193	168	36	incul­	incul­	ADJ
crl-15193	168	37	cated	cat	VERB
crl-15193	168	38	,	,	PUNCT
crl-15193	168	39	much	much	ADV
crl-15193	168	40	like	like	ADP
crl-15193	168	41	an	an	DET
crl-15193	168	42	attitude	attitude	NOUN
crl-15193	168	43	,	,	PUNCT
crl-15193	168	44	among	among	ADP
crl-15193	168	45	the	the	DET
crl-15193	168	46	li­	li­	PROPN
crl-15193	168	47	brary	brary	PROPN
crl-15193	168	48	staff	staff	NOUN
crl-15193	168	49	.	.	PUNCT
crl-15193	169	1	although	although	SCONJ
crl-15193	169	2	easy	easy	ADJ
crl-15193	169	3	to	to	PART
crl-15193	169	4	suggest	suggest	VERB
crl-15193	169	5	,	,	PUNCT
crl-15193	169	6	in­	in­	SCONJ
crl-15193	169	7	stilling	still	VERB
crl-15193	169	8	the	the	DET
crl-15193	169	9	qualities	quality	NOUN
crl-15193	169	10	of	of	ADP
crl-15193	169	11	demeanor	demeanor	NOUN
crl-15193	169	12	among	among	ADP
crl-15193	169	13	the	the	DET
crl-15193	169	14	service	service	NOUN
crl-15193	169	15	providers	provider	NOUN
crl-15193	169	16	and	and	CCONJ
crl-15193	169	17	gaining	gain	VERB
crl-15193	169	18	their	their	PRON
crl-15193	169	19	commitment	commitment	NOUN
crl-15193	169	20	to	to	ADP
crl-15193	169	21	these	these	DET
crl-15193	169	22	qualities	quality	NOUN
crl-15193	169	23	can	can	AUX
crl-15193	169	24	be	be	AUX
crl-15193	169	25	chal­	chal­	NOUN
crl-15193	169	26	lenging	lenging	NOUN
crl-15193	169	27	.	.	PUNCT
crl-15193	170	1	this	this	DET
crl-15193	170	2	conclusion	conclusion	NOUN
crl-15193	170	3	is	be	AUX
crl-15193	170	4	supported	support	VERB
crl-15193	170	5	in	in	ADP
crl-15193	170	6	table	table	NOUN
crl-15193	170	7	1	1	NUM
crl-15193	170	8	,	,	PUNCT
crl-15193	170	9	where	where	SCONJ
crl-15193	170	10	the	the	DET
crl-15193	170	11	staff	staff	NOUN
crl-15193	170	12	earned	earn	VERB
crl-15193	170	13	a	a	DET
crl-15193	170	14	mean	mean	ADJ
crl-15193	170	15	score	score	NOUN
crl-15193	170	16	of	of	ADP
crl-15193	170	17	5.3	5.3	NUM
crl-15193	170	18	(	(	PUNCT
crl-15193	170	19	on	on	ADP
crl-15193	170	20	a	a	DET
crl-15193	170	21	scale	scale	NOUN
crl-15193	170	22	of	of	ADP
crl-15193	170	23	7	7	NUM
crl-15193	170	24	)	)	PUNCT
crl-15193	170	25	,	,	PUNCT
crl-15193	170	26	with	with	ADP
crl-15193	170	27	a	a	DET
crl-15193	170	28	stan­	stan­	ADJ
crl-15193	170	29	dard	dard	NOUN
crl-15193	170	30	deviation	deviation	NOUN
crl-15193	170	31	of	of	ADP
crl-15193	170	32	1.2	1.2	NUM
crl-15193	170	33	.	.	PUNCT
crl-15193	171	1	as	as	ADP
crl-15193	171	2	the	the	DET
crl-15193	171	3	ratings	rating	NOUN
crl-15193	171	4	sug­	sug­	NOUN
crl-15193	171	5	gest	gest	PROPN
crl-15193	171	6	,	,	PUNCT
crl-15193	171	7	there	there	PRON
crl-15193	171	8	is	be	VERB
crl-15193	171	9	room	room	NOUN
crl-15193	171	10	for	for	ADP
crl-15193	171	11	improvement	improvement	NOUN
crl-15193	171	12	.	.	PUNCT
crl-15193	172	1	if	if	SCONJ
crl-15193	172	2	academic	academic	ADJ
crl-15193	172	3	librarians	librarian	NOUN
crl-15193	172	4	want	want	VERB
crl-15193	172	5	to	to	PART
crl-15193	172	6	ensure	ensure	VERB
crl-15193	172	7	customer	customer	NOUN
crl-15193	172	8	satisfaction	satisfaction	NOUN
crl-15193	172	9	,	,	PUNCT
crl-15193	172	10	they	they	PRON
crl-15193	172	11	could	could	AUX
crl-15193	172	12	periodi­	periodi­	ADV
crl-15193	172	13	cally	cally	ADV
crl-15193	172	14	track	track	VERB
crl-15193	172	15	how	how	SCONJ
crl-15193	172	16	the	the	DET
crl-15193	172	17	staff	staff	NOUN
crl-15193	172	18	performs	perform	VERB
crl-15193	172	19	on	on	ADP
crl-15193	172	20	the	the	DET
crl-15193	172	21	five	five	NUM
crl-15193	172	22	scale	scale	NOUN
crl-15193	172	23	items	item	NOUN
crl-15193	172	24	that	that	PRON
crl-15193	172	25	measure	measure	VERB
crl-15193	172	26	demeanor	demeanor	NOUN
crl-15193	172	27	.	.	PUNCT
crl-15193	173	1	by	by	ADP
crl-15193	173	2	tracking	track	VERB
crl-15193	173	3	these	these	DET
crl-15193	173	4	ratings	rating	NOUN
crl-15193	173	5	,	,	PUNCT
crl-15193	173	6	supervisors	supervisor	NOUN
crl-15193	173	7	can	can	AUX
crl-15193	173	8	direct	direct	VERB
crl-15193	173	9	the	the	DET
crl-15193	173	10	staff	staff	NOUN
crl-15193	173	11	so	so	SCONJ
crl-15193	173	12	that	that	SCONJ
crl-15193	173	13	the	the	DET
crl-15193	173	14	appropriate	appropriate	ADJ
crl-15193	173	15	demeanor	demeanor	NOUN
crl-15193	173	16	is	be	AUX
crl-15193	173	17	instilled	instill	VERB
crl-15193	173	18	.	.	PUNCT
crl-15193	174	1	although	although	SCONJ
crl-15193	174	2	demeanor	demeanor	NOUN
crl-15193	174	3	is	be	AUX
crl-15193	174	4	important	important	ADJ
crl-15193	174	5	,	,	PUNCT
crl-15193	174	6	a	a	DET
crl-15193	174	7	larger	large	ADJ
crl-15193	174	8	construct	construct	NOUN
crl-15193	174	9	,	,	PUNCT
crl-15193	174	10	assurance	assurance	NOUN
crl-15193	174	11	,	,	PUNCT
crl-15193	174	12	also	also	ADV
crl-15193	174	13	has	have	VERB
crl-15193	174	14	a	a	DET
crl-15193	174	15	sigthe	sigthe	DET
crl-15193	174	16	findings	finding	NOUN
crl-15193	174	17	of	of	ADP
crl-15193	174	18	this	this	DET
crl-15193	174	19	study	study	NOUN
crl-15193	174	20	also	also	ADV
crl-15193	174	21	suggest	suggest	VERB
crl-15193	174	22	that	that	SCONJ
crl-15193	174	23	library	library	NOUN
crl-15193	174	24	users	user	NOUN
crl-15193	174	25	,	,	PUNCT
crl-15193	174	26	especially	especially	ADV
crl-15193	174	27	students	student	NOUN
crl-15193	174	28	,	,	PUNCT
crl-15193	174	29	accord	accord	VERB
crl-15193	174	30	significant	significant	ADJ
crl-15193	174	31	impor­	impor­	NOUN
crl-15193	174	32	tance	tance	NOUN
crl-15193	174	33	to	to	ADP
crl-15193	174	34	the	the	DET
crl-15193	174	35	demeanor	demeanor	NOUN
crl-15193	174	36	of	of	ADP
crl-15193	174	37	the	the	DET
crl-15193	174	38	library	library	NOUN
crl-15193	174	39	staff	staff	NOUN
crl-15193	174	40	nificant	nificant	ADJ
crl-15193	174	41	impact	impact	NOUN
crl-15193	174	42	on	on	ADP
crl-15193	174	43	customer	customer	NOUN
crl-15193	174	44	satisfaction	satisfaction	NOUN
crl-15193	174	45	.	.	PUNCT
crl-15193	175	1	this	this	DET
crl-15193	175	2	construct	construct	NOUN
crl-15193	175	3	combines	combine	VERB
crl-15193	175	4	the	the	DET
crl-15193	175	5	elements	element	NOUN
crl-15193	175	6	of	of	ADP
crl-15193	175	7	demeanor	demeanor	NOUN
crl-15193	175	8	and	and	CCONJ
crl-15193	175	9	competence	competence	NOUN
crl-15193	175	10	to	to	PART
crl-15193	175	11	influence	influence	VERB
crl-15193	175	12	the	the	DET
crl-15193	175	13	dependent	dependent	ADJ
crl-15193	175	14	variable	variable	NOUN
crl-15193	175	15	.	.	PUNCT
crl-15193	176	1	although	although	SCONJ
crl-15193	176	2	con­	con­	NOUN
crl-15193	176	3	veying	veye	VERB
crl-15193	176	4	an	an	DET
crl-15193	176	5	image	image	NOUN
crl-15193	176	6	of	of	ADP
crl-15193	176	7	competence	competence	NOUN
crl-15193	176	8	appeared	appear	VERB
crl-15193	176	9	to	to	PART
crl-15193	176	10	be	be	AUX
crl-15193	176	11	important	important	ADJ
crl-15193	176	12	in	in	ADP
crl-15193	176	13	the	the	DET
crl-15193	176	14	authors	author	NOUN
crl-15193	176	15	’	'	PUNCT
crl-15193	176	16	prelimi­	prelimi­	ADP
crl-15193	176	17	nary	nary	ADJ
crl-15193	176	18	research	research	NOUN
crl-15193	176	19	,	,	PUNCT
crl-15193	176	20	the	the	DET
crl-15193	176	21	weak	weak	ADJ
crl-15193	176	22	link	link	NOUN
crl-15193	176	23	between	between	ADP
crl-15193	176	24	this	this	DET
crl-15193	176	25	variable	variable	NOUN
crl-15193	176	26	and	and	CCONJ
crl-15193	176	27	satisfaction	satisfaction	NOUN
crl-15193	176	28	may	may	AUX
crl-15193	176	29	be	be	AUX
crl-15193	176	30	attrib­	attrib­	PROPN
crl-15193	176	31	uted	uted	ADJ
crl-15193	176	32	to	to	ADP
crl-15193	176	33	the	the	DET
crl-15193	176	34	possibility	possibility	NOUN
crl-15193	176	35	that	that	SCONJ
crl-15193	176	36	competence	competence	NOUN
crl-15193	176	37	works	work	VERB
crl-15193	176	38	through	through	ADP
crl-15193	176	39	some	some	DET
crl-15193	176	40	intervening	intervene	VERB
crl-15193	176	41	vari­	vari­	NOUN
crl-15193	176	42	able	able	ADJ
crl-15193	176	43	to	to	PART
crl-15193	176	44	influence	influence	VERB
crl-15193	176	45	user	user	NOUN
crl-15193	176	46	satisfaction	satisfaction	NOUN
crl-15193	176	47	.	.	PUNCT
crl-15193	177	1	this	this	DET
crl-15193	177	2	conjecture	conjecture	NOUN
crl-15193	177	3	should	should	AUX
crl-15193	177	4	be	be	AUX
crl-15193	177	5	tested	test	VERB
crl-15193	177	6	in	in	ADP
crl-15193	177	7	future	future	ADJ
crl-15193	177	8	re­	re­	PROPN
crl-15193	177	9	search	search	NOUN
crl-15193	177	10	.	.	PUNCT
crl-15193	178	1	alternatively	alternatively	ADV
crl-15193	178	2	,	,	PUNCT
crl-15193	178	3	competence	competence	NOUN
crl-15193	178	4	may	may	AUX
crl-15193	178	5	be	be	AUX
crl-15193	178	6	important	important	ADJ
crl-15193	178	7	,	,	PUNCT
crl-15193	178	8	but	but	CCONJ
crl-15193	178	9	only	only	ADV
crl-15193	178	10	through	through	ADP
crl-15193	178	11	a	a	DET
crl-15193	178	12	ge­	ge­	PROPN
crl-15193	178	13	stalt	stalt	NOUN
crl-15193	178	14	effect	effect	NOUN
crl-15193	178	15	in	in	ADP
crl-15193	178	16	which	which	PRON
crl-15193	178	17	the	the	DET
crl-15193	178	18	elements	element	NOUN
crl-15193	178	19	of	of	ADP
crl-15193	178	20	competence	competence	NOUN
crl-15193	178	21	are	be	AUX
crl-15193	178	22	subsumed	subsume	VERB
crl-15193	178	23	under	under	ADP
crl-15193	178	24	assur­	assur­	NUM
crl-15193	178	25	ance	ance	NOUN
crl-15193	178	26	—	—	PUNCT
crl-15193	178	27	a	a	DET
crl-15193	178	28	bigger	big	ADJ
crl-15193	178	29	and	and	CCONJ
crl-15193	178	30	more	more	ADJ
crl-15193	178	31	comprehen­	comprehen­	ADP
crl-15193	178	32	sive	sive	ADJ
crl-15193	178	33	construct	construct	NOUN
crl-15193	178	34	.	.	PUNCT
crl-15193	179	1	if	if	SCONJ
crl-15193	179	2	this	this	PRON
crl-15193	179	3	is	be	AUX
crl-15193	179	4	the	the	DET
crl-15193	179	5	case	case	NOUN
crl-15193	179	6	and	and	CCONJ
crl-15193	179	7	as­	as­	PROPN
crl-15193	179	8	surance	surance	NOUN
crl-15193	179	9	is	be	AUX
crl-15193	179	10	found	find	VERB
crl-15193	179	11	to	to	PART
crl-15193	179	12	be	be	AUX
crl-15193	179	13	important	important	ADJ
crl-15193	179	14	in	in	ADP
crl-15193	179	15	fu­	fu­	PROPN
crl-15193	179	16	ture	ture	PROPN
crl-15193	179	17	studies	study	NOUN
crl-15193	179	18	,	,	PUNCT
crl-15193	179	19	library	library	ADJ
crl-15193	179	20	management	management	NOUN
crl-15193	179	21	also	also	ADV
crl-15193	179	22	must	must	AUX
crl-15193	179	23	rely	rely	VERB
crl-15193	179	24	on	on	ADP
crl-15193	179	25	the	the	DET
crl-15193	179	26	experience	experience	NOUN
crl-15193	179	27	properties	property	NOUN
crl-15193	179	28	of	of	ADP
crl-15193	179	29	competence	competence	NOUN
crl-15193	179	30	.	.	PUNCT
crl-15193	180	1	this	this	PRON
crl-15193	180	2	means	mean	VERB
crl-15193	180	3	that	that	SCONJ
crl-15193	180	4	users	user	NOUN
crl-15193	180	5	generally	generally	ADV
crl-15193	180	6	will	will	AUX
crl-15193	180	7	form	form	VERB
crl-15193	180	8	an	an	DET
crl-15193	180	9	impression	impression	NOUN
crl-15193	180	10	of	of	ADP
crl-15193	180	11	the	the	DET
crl-15193	180	12	level	level	NOUN
crl-15193	180	13	of	of	ADP
crl-15193	180	14	staff	staff	NOUN
crl-15193	180	15	competence	competence	NOUN
crl-15193	180	16	as	as	SCONJ
crl-15193	180	17	they	they	PRON
crl-15193	180	18	ex­	ex­	VERB
crl-15193	180	19	perience	perience	VERB
crl-15193	180	20	various	various	ADJ
crl-15193	180	21	services	service	NOUN
crl-15193	180	22	during	during	ADP
crl-15193	180	23	their	their	PRON
crl-15193	180	24	library	library	NOUN
crl-15193	180	25	encounter	encounter	NOUN
crl-15193	180	26	.	.	PUNCT
crl-15193	181	1	consequently	consequently	ADV
crl-15193	181	2	,	,	PUNCT
crl-15193	181	3	ef­	ef­	ADP
crl-15193	181	4	forts	fort	NOUN
crl-15193	181	5	must	must	AUX
crl-15193	181	6	be	be	AUX
crl-15193	181	7	devoted	devote	VERB
crl-15193	181	8	to	to	ADP
crl-15193	181	9	making	make	VERB
crl-15193	181	10	every	every	DET
crl-15193	181	11	user	user	NOUN
crl-15193	181	12	experience	experience	VERB
crl-15193	181	13	a	a	DET
crl-15193	181	14	positive	positive	ADJ
crl-15193	181	15	one	one	NOUN
crl-15193	181	16	so	so	SCONJ
crl-15193	181	17	that	that	SCONJ
crl-15193	181	18	an	an	DET
crl-15193	181	19	enduring	endure	VERB
crl-15193	181	20	impression	impression	NOUN
crl-15193	181	21	about	about	ADP
crl-15193	181	22	the	the	DET
crl-15193	181	23	compe­	compe­	NOUN
crl-15193	181	24	tence	tence	NOUN
crl-15193	181	25	of	of	ADP
crl-15193	181	26	the	the	DET
crl-15193	181	27	staff	staff	NOUN
crl-15193	181	28	is	be	AUX
crl-15193	181	29	reinforced	reinforce	VERB
crl-15193	181	30	.	.	PUNCT
crl-15193	182	1	in	in	ADP
crl-15193	182	2	addi­	addi­	NUM
crl-15193	182	3	tion	tion	NOUN
crl-15193	182	4	,	,	PUNCT
crl-15193	182	5	training	training	NOUN
crl-15193	182	6	programs	program	NOUN
crl-15193	182	7	for	for	ADP
crl-15193	182	8	library	library	ADJ
crl-15193	182	9	staff	staff	NOUN
crl-15193	182	10	must	must	AUX
crl-15193	182	11	continuously	continuously	ADV
crl-15193	182	12	stress	stress	VERB
crl-15193	182	13	the	the	DET
crl-15193	182	14	need	need	NOUN
crl-15193	182	15	to	to	PART
crl-15193	182	16	pro­	pro­	VERB
crl-15193	182	17	vide	vide	PROPN
crl-15193	182	18	competent	competent	ADJ
crl-15193	182	19	library	library	NOUN
crl-15193	182	20	services	service	NOUN
crl-15193	182	21	.	.	PUNCT
crl-15193	183	1	a	a	DET
crl-15193	183	2	second	second	ADJ
crl-15193	183	3	explanation	explanation	NOUN
crl-15193	183	4	regarding	regard	VERB
crl-15193	183	5	the	the	DET
crl-15193	183	6	marginal	marginal	ADJ
crl-15193	183	7	effect	effect	NOUN
crl-15193	183	8	of	of	ADP
crl-15193	183	9	competence	competence	NOUN
crl-15193	183	10	is	be	AUX
crl-15193	183	11	found	find	VERB
crl-15193	183	12	in	in	ADP
crl-15193	183	13	explaining	explain	VERB
crl-15193	183	14	user	user	NOUN
crl-15193	183	15	satisfaction	satisfaction	NOUN
crl-15193	183	16	165	165	NUM
crl-15193	183	17	the	the	DET
crl-15193	183	18	servqual	servqual	ADJ
crl-15193	183	19	literature	literature	PROPN
crl-15193	183	20	.	.	PUNCT
crl-15193	184	1	for	for	ADP
crl-15193	184	2	example	example	NOUN
crl-15193	184	3	,	,	PUNCT
crl-15193	184	4	parasuraman	parasuraman	NOUN
crl-15193	184	5	,	,	PUNCT
crl-15193	184	6	berry	berry	NOUN
crl-15193	184	7	,	,	PUNCT
crl-15193	184	8	and	and	CCONJ
crl-15193	184	9	zeithaml	zeithaml	PROPN
crl-15193	184	10	suggest	suggest	VERB
crl-15193	184	11	that	that	SCONJ
crl-15193	184	12	competence	competence	NOUN
crl-15193	184	13	is	be	AUX
crl-15193	184	14	important	important	ADJ
crl-15193	184	15	to	to	ADP
crl-15193	184	16	some	some	PRON
crl-15193	184	17	,	,	PUNCT
crl-15193	184	18	but	but	CCONJ
crl-15193	184	19	not	not	PART
crl-15193	184	20	all	all	PRON
crl-15193	184	21	,	,	PUNCT
crl-15193	184	22	services.30	services.30	NOUN
crl-15193	184	23	they	they	PRON
crl-15193	184	24	show	show	VERB
crl-15193	184	25	that	that	SCONJ
crl-15193	184	26	being	be	AUX
crl-15193	184	27	competent	competent	ADJ
crl-15193	184	28	is	be	AUX
crl-15193	184	29	a	a	DET
crl-15193	184	30	principal	principal	ADJ
crl-15193	184	31	expectation	expectation	NOUN
crl-15193	184	32	among	among	ADP
crl-15193	184	33	customers	customer	NOUN
crl-15193	184	34	of	of	ADP
crl-15193	184	35	automobile	automobile	NOUN
crl-15193	184	36	repair	repair	NOUN
crl-15193	184	37	and	and	CCONJ
crl-15193	184	38	equipment	equipment	NOUN
crl-15193	184	39	repair	repair	NOUN
crl-15193	184	40	but	but	CCONJ
crl-15193	184	41	is	be	AUX
crl-15193	184	42	not	not	PART
crl-15193	184	43	as	as	ADV
crl-15193	184	44	important	important	ADJ
crl-15193	184	45	to	to	ADP
crl-15193	184	46	customers	customer	NOUN
crl-15193	184	47	of	of	ADP
crl-15193	184	48	automobile	automobile	NOUN
crl-15193	184	49	insurance	insurance	NOUN
crl-15193	184	50	,	,	PUNCT
crl-15193	184	51	ho­	ho­	NOUN
crl-15193	184	52	tels	tel	NOUN
crl-15193	184	53	,	,	PUNCT
crl-15193	184	54	and	and	CCONJ
crl-15193	184	55	rental	rental	ADJ
crl-15193	184	56	services	service	NOUN
crl-15193	184	57	.	.	PUNCT
crl-15193	185	1	the	the	DET
crl-15193	185	2	authors	author	NOUN
crl-15193	185	3	be­	be­	VERB
crl-15193	185	4	lieve	lieve	VERB
crl-15193	185	5	that	that	SCONJ
crl-15193	185	6	receiving	receive	VERB
crl-15193	185	7	competent	competent	ADJ
crl-15193	185	8	service	service	NOUN
crl-15193	185	9	is	be	AUX
crl-15193	185	10	im­	im­	NOUN
crl-15193	185	11	portant	portant	NOUN
crl-15193	185	12	to	to	ADP
crl-15193	185	13	library	library	NOUN
crl-15193	185	14	users	user	NOUN
crl-15193	185	15	.	.	PUNCT
crl-15193	186	1	however	however	ADV
crl-15193	186	2	,	,	PUNCT
crl-15193	186	3	when	when	SCONJ
crl-15193	186	4	it	it	PRON
crl-15193	186	5	is	be	AUX
crl-15193	186	6	provided	provide	VERB
crl-15193	186	7	,	,	PUNCT
crl-15193	186	8	it	it	PRON
crl-15193	186	9	may	may	AUX
crl-15193	186	10	not	not	PART
crl-15193	186	11	be	be	AUX
crl-15193	186	12	noticed	notice	VERB
crl-15193	186	13	.	.	PUNCT
crl-15193	187	1	on	on	ADP
crl-15193	187	2	the	the	DET
crl-15193	187	3	other	other	ADJ
crl-15193	187	4	hand	hand	NOUN
crl-15193	187	5	,	,	PUNCT
crl-15193	187	6	when	when	SCONJ
crl-15193	187	7	sloppy	sloppy	ADJ
crl-15193	187	8	and	and	CCONJ
crl-15193	187	9	incompetent	incompetent	ADJ
crl-15193	187	10	services	service	NOUN
crl-15193	187	11	prevail	prevail	VERB
crl-15193	187	12	,	,	PUNCT
crl-15193	187	13	customers	customer	NOUN
crl-15193	187	14	will	will	AUX
crl-15193	187	15	notice	notice	VERB
crl-15193	187	16	and	and	CCONJ
crl-15193	187	17	their	their	PRON
crl-15193	187	18	satisfaction	satisfaction	NOUN
crl-15193	187	19	will	will	AUX
crl-15193	187	20	be	be	AUX
crl-15193	187	21	attenuated	attenuate	VERB
crl-15193	187	22	.	.	PUNCT
crl-15193	188	1	tangibles	tangible	NOUN
crl-15193	188	2	also	also	ADV
crl-15193	188	3	play	play	VERB
crl-15193	188	4	a	a	DET
crl-15193	188	5	role	role	NOUN
crl-15193	188	6	in	in	ADP
crl-15193	188	7	explain­	explain­	PROPN
crl-15193	188	8	ing	ing	ADJ
crl-15193	188	9	user	user	NOUN
crl-15193	188	10	satisfaction	satisfaction	NOUN
crl-15193	188	11	,	,	PUNCT
crl-15193	188	12	but	but	CCONJ
crl-15193	188	13	their	their	PRON
crl-15193	188	14	impact	impact	NOUN
crl-15193	188	15	is	be	AUX
crl-15193	188	16	considerably	considerably	ADV
crl-15193	188	17	lower	low	ADJ
crl-15193	188	18	than	than	ADP
crl-15193	188	19	the	the	DET
crl-15193	188	20	impact	impact	NOUN
crl-15193	188	21	of	of	ADP
crl-15193	188	22	the	the	DET
crl-15193	188	23	other	other	ADJ
crl-15193	188	24	significant	significant	ADJ
crl-15193	188	25	variables	variable	NOUN
crl-15193	188	26	.	.	PUNCT
crl-15193	189	1	however	however	ADV
crl-15193	189	2	,	,	PUNCT
crl-15193	189	3	the	the	DET
crl-15193	189	4	physical	physical	ADJ
crl-15193	189	5	condition	condition	NOUN
crl-15193	189	6	of	of	ADP
crl-15193	189	7	the	the	DET
crl-15193	189	8	library	library	NOUN
crl-15193	189	9	and	and	CCONJ
crl-15193	189	10	the	the	DET
crl-15193	189	11	facilities	facility	NOUN
crl-15193	189	12	within	within	ADP
crl-15193	189	13	it	it	PRON
crl-15193	189	14	that	that	PRON
crl-15193	189	15	meet	meet	VERB
crl-15193	189	16	the	the	DET
crl-15193	189	17	eye	eye	NOUN
crl-15193	189	18	must	must	AUX
crl-15193	189	19	be	be	AUX
crl-15193	189	20	managed	manage	VERB
crl-15193	189	21	so	so	SCONJ
crl-15193	189	22	that	that	SCONJ
crl-15193	189	23	negative	negative	ADJ
crl-15193	189	24	impressions	impression	NOUN
crl-15193	189	25	are	be	AUX
crl-15193	189	26	not	not	PART
crl-15193	189	27	conveyed	convey	VERB
crl-15193	189	28	.	.	PUNCT
crl-15193	190	1	curiously	curiously	ADV
crl-15193	190	2	,	,	PUNCT
crl-15193	190	3	although	although	SCONJ
crl-15193	190	4	in	in	ADP
crl-15193	190	5	-	-	PUNCT
crl-15193	190	6	depth	depth	NOUN
crl-15193	190	7	inter­	inter­	NUM
crl-15193	190	8	views	view	NOUN
crl-15193	190	9	suggested	suggest	VERB
crl-15193	190	10	otherwise	otherwise	ADV
crl-15193	190	11	,	,	PUNCT
crl-15193	190	12	staff	staff	NOUN
crl-15193	190	13	respon­	respon­	NOUN
crl-15193	190	14	siveness	siveness	NOUN
crl-15193	190	15	did	do	AUX
crl-15193	190	16	not	not	PART
crl-15193	190	17	have	have	VERB
crl-15193	190	18	a	a	DET
crl-15193	190	19	significant	significant	ADJ
crl-15193	190	20	effect	effect	NOUN
crl-15193	190	21	on	on	ADP
crl-15193	190	22	customer	customer	NOUN
crl-15193	190	23	satisfaction	satisfaction	NOUN
crl-15193	190	24	as	as	SCONJ
crl-15193	190	25	shown	show	VERB
crl-15193	190	26	by	by	ADP
crl-15193	190	27	the	the	DET
crl-15193	190	28	regression	regression	NOUN
crl-15193	190	29	coefficients	coefficient	NOUN
crl-15193	190	30	and	and	CCONJ
crl-15193	190	31	the	the	DET
crl-15193	190	32	probabili­	probabili­	NOUN
crl-15193	190	33	ties	tie	NOUN
crl-15193	190	34	of	of	ADP
crl-15193	190	35	rejecting	reject	VERB
crl-15193	190	36	a	a	DET
crl-15193	190	37	true	true	ADJ
crl-15193	190	38	null	null	ADJ
crl-15193	190	39	hypothesis	hypothesis	NOUN
crl-15193	190	40	.	.	PUNCT
crl-15193	191	1	perhaps	perhaps	ADV
crl-15193	191	2	r	r	AUX
crl-15193	191	3	esponsiveness	esponsiveness	NOUN
crl-15193	191	4	also	also	ADV
crl-15193	191	5	works	work	VERB
crl-15193	191	6	through	through	ADP
crl-15193	191	7	some	some	DET
crl-15193	191	8	mediating	mediate	VERB
crl-15193	191	9	variable	variable	NOUN
crl-15193	191	10	to	to	PART
crl-15193	191	11	ex­	ex­	VERB
crl-15193	191	12	plain	plain	ADJ
crl-15193	191	13	customer	customer	NOUN
crl-15193	191	14	satisfaction	satisfaction	NOUN
crl-15193	191	15	that	that	PRON
crl-15193	191	16	should	should	AUX
crl-15193	191	17	be	be	AUX
crl-15193	191	18	explored	explore	VERB
crl-15193	191	19	in	in	ADP
crl-15193	191	20	future	future	ADJ
crl-15193	191	21	research	research	NOUN
crl-15193	191	22	.	.	PUNCT
crl-15193	192	1	alternatively	alternatively	ADV
crl-15193	192	2	,	,	PUNCT
crl-15193	192	3	perhaps	perhaps	ADV
crl-15193	192	4	,	,	PUNCT
crl-15193	192	5	the	the	DET
crl-15193	192	6	authors	author	NOUN
crl-15193	192	7	’	’	PART
crl-15193	192	8	measures	measure	NOUN
crl-15193	192	9	of	of	ADP
crl-15193	192	10	respon­	respon­	NOUN
crl-15193	192	11	siveness	siveness	NOUN
crl-15193	192	12	may	may	AUX
crl-15193	192	13	be	be	AUX
crl-15193	192	14	tapping	tap	VERB
crl-15193	192	15	the	the	DET
crl-15193	192	16	domain	domain	NOUN
crl-15193	192	17	of	of	ADP
crl-15193	192	18	some	some	DET
crl-15193	192	19	other	other	ADJ
crl-15193	192	20	theoretical	theoretical	ADJ
crl-15193	192	21	construct	construct	NOUN
crl-15193	192	22	that	that	PRON
crl-15193	192	23	is	be	AUX
crl-15193	192	24	not	not	PART
crl-15193	192	25	directly	directly	ADV
crl-15193	192	26	related	relate	VERB
crl-15193	192	27	to	to	ADP
crl-15193	192	28	user	user	NOUN
crl-15193	192	29	satisfaction	satisfaction	NOUN
crl-15193	192	30	and	and	CCONJ
crl-15193	192	31	should	should	AUX
crl-15193	192	32	be	be	AUX
crl-15193	192	33	explored	explore	VERB
crl-15193	192	34	in	in	ADP
crl-15193	192	35	future	future	ADJ
crl-15193	192	36	studies	study	NOUN
crl-15193	192	37	.	.	PUNCT
crl-15193	193	1	the	the	DET
crl-15193	193	2	independent	independent	ADJ
crl-15193	193	3	variables	variable	NOUN
crl-15193	193	4	explained	explain	VERB
crl-15193	193	5	64	64	NUM
crl-15193	193	6	percent	percent	NOUN
crl-15193	193	7	of	of	ADP
crl-15193	193	8	the	the	DET
crl-15193	193	9	variation	variation	NOUN
crl-15193	193	10	in	in	ADP
crl-15193	193	11	the	the	DET
crl-15193	193	12	criterion	criterion	NOUN
crl-15193	193	13	variable	variable	NOUN
crl-15193	193	14	and	and	CCONJ
crl-15193	193	15	suggests	suggest	VERB
crl-15193	193	16	that	that	SCONJ
crl-15193	193	17	the	the	DET
crl-15193	193	18	authors	author	NOUN
crl-15193	193	19	’	'	PUNCT
crl-15193	193	20	proposed	propose	VERB
crl-15193	193	21	model	model	NOUN
crl-15193	193	22	has	have	VERB
crl-15193	193	23	considerable	considerable	ADJ
crl-15193	193	24	value	value	NOUN
crl-15193	193	25	;	;	PUNCT
crl-15193	193	26	this	this	PRON
crl-15193	193	27	also	also	ADV
crl-15193	193	28	underscores	underscore	VERB
crl-15193	193	29	that	that	SCONJ
crl-15193	193	30	library	library	NOUN
crl-15193	193	31	service	service	NOUN
crl-15193	193	32	providers	provider	NOUN
crl-15193	193	33	should	should	AUX
crl-15193	193	34	be	be	AUX
crl-15193	193	35	cognizant	cognizant	ADJ
crl-15193	193	36	of	of	ADP
crl-15193	193	37	two	two	NUM
crl-15193	193	38	very	very	ADV
crl-15193	193	39	important	important	ADJ
crl-15193	193	40	variables	variable	NOUN
crl-15193	193	41	—	—	PUNCT
crl-15193	193	42	demeanor	demeanor	NOUN
crl-15193	193	43	or	or	CCONJ
crl-15193	193	44	assurance	assurance	NOUN
crl-15193	193	45	,	,	PUNCT
crl-15193	193	46	and	and	CCONJ
crl-15193	193	47	resources	resource	NOUN
crl-15193	193	48	—	—	PUNCT
crl-15193	193	49	that	that	PRON
crl-15193	193	50	must	must	AUX
crl-15193	193	51	be	be	AUX
crl-15193	193	52	considered	consider	VERB
crl-15193	193	53	in	in	ADP
crl-15193	193	54	their	their	PRON
crl-15193	193	55	strategic	strategic	ADJ
crl-15193	193	56	vision	vision	NOUN
crl-15193	193	57	to	to	ADP
crl-15193	193	58	en­	en­	PROPN
crl-15193	193	59	hance	hance	PROPN
crl-15193	193	60	library	library	PROPN
crl-15193	193	61	services	service	NOUN
crl-15193	193	62	.	.	PUNCT
crl-15193	194	1	on	on	ADP
crl-15193	194	2	the	the	DET
crl-15193	194	3	measurement	measurement	NOUN
crl-15193	194	4	of	of	ADP
crl-15193	194	5	the	the	DET
crl-15193	194	6	constructs	construct	NOUN
crl-15193	194	7	,	,	PUNCT
crl-15193	194	8	the	the	DET
crl-15193	194	9	authors	author	NOUN
crl-15193	194	10	note	note	VERB
crl-15193	194	11	that	that	SCONJ
crl-15193	194	12	the	the	DET
crl-15193	194	13	coefficient	coefficient	NOUN
crl-15193	194	14	alpha	alpha	NOUN
crl-15193	194	15	values	value	NOUN
crl-15193	194	16	were	be	AUX
crl-15193	194	17	reasonably	reasonably	ADV
crl-15193	194	18	high	high	ADJ
crl-15193	194	19	;	;	PUNCT
crl-15193	194	20	the	the	DET
crl-15193	194	21	items	item	NOUN
crl-15193	194	22	also	also	ADV
crl-15193	194	23	demonstrated	demonstrate	VERB
crl-15193	194	24	discriminant	discriminant	ADJ
crl-15193	194	25	validity	validity	NOUN
crl-15193	194	26	.	.	PUNCT
crl-15193	195	1	the	the	DET
crl-15193	195	2	correlations	correlation	NOUN
crl-15193	195	3	between	between	ADP
crl-15193	195	4	the	the	DET
crl-15193	195	5	independent	independent	ADJ
crl-15193	195	6	variables	variable	NOUN
crl-15193	195	7	indicate	indicate	VERB
crl-15193	195	8	,	,	PUNCT
crl-15193	195	9	possibly	possibly	ADV
crl-15193	195	10	,	,	PUNCT
crl-15193	195	11	the	the	DET
crl-15193	195	12	existence	existence	NOUN
crl-15193	195	13	of	of	ADP
crl-15193	195	14	multicollinearity	multicollinearity	NOUN
crl-15193	195	15	,	,	PUNCT
crl-15193	195	16	although	although	SCONJ
crl-15193	195	17	r.	r.	PROPN
crl-15193	195	18	s.	s.	PROPN
crl-15193	195	19	billings	billing	NOUN
crl-15193	195	20	and	and	CCONJ
crl-15193	195	21	p.	p.	PROPN
crl-15193	195	22	s.	s.	PROPN
crl-15193	195	23	wroten	wroten	PROPN
crl-15193	195	24	suggest	suggest	VERB
crl-15193	195	25	that	that	SCONJ
crl-15193	195	26	correlation	correlation	NOUN
crl-15193	195	27	coefficients	coefficient	VERB
crl-15193	195	28	lower	low	ADJ
crl-15193	195	29	than	than	ADP
crl-15193	195	30	.8	.8	PROPN
crl-15193	195	31	do	do	AUX
crl-15193	195	32	not	not	PART
crl-15193	195	33	indicate	indicate	VERB
crl-15193	195	34	serious	serious	ADJ
crl-15193	195	35	multicollinearity	multicollinearity	NOUN
crl-15193	195	36	problems.31	problems.31	NOUN
crl-15193	195	37	the	the	DET
crl-15193	195	38	response	response	NOUN
crl-15193	195	39	rate	rate	NOUN
crl-15193	195	40	(	(	PUNCT
crl-15193	195	41	89.5	89.5	NUM
crl-15193	195	42	%	%	NOUN
crl-15193	195	43	)	)	PUNCT
crl-15193	195	44	also	also	ADV
crl-15193	195	45	was	be	AUX
crl-15193	195	46	re­	re­	PROPN
crl-15193	195	47	assuring	assure	VERB
crl-15193	195	48	,	,	PUNCT
crl-15193	195	49	reducing	reduce	VERB
crl-15193	195	50	the	the	DET
crl-15193	195	51	problems	problem	NOUN
crl-15193	195	52	intro­	intro­	NOUN
crl-15193	195	53	duced	duce	VERB
crl-15193	195	54	by	by	ADP
crl-15193	195	55	nonresponse	nonresponse	NOUN
crl-15193	195	56	bias	bias	NOUN
crl-15193	195	57	.	.	PUNCT
crl-15193	196	1	this	this	PRON
crl-15193	196	2	was	be	AUX
crl-15193	196	3	achieved	achieve	VERB
crl-15193	196	4	by	by	ADP
crl-15193	196	5	personally	personally	ADV
crl-15193	196	6	delivering	deliver	VERB
crl-15193	196	7	the	the	DET
crl-15193	196	8	sur­	sur­	ADJ
crl-15193	196	9	veys	vey	NOUN
crl-15193	196	10	to	to	PART
crl-15193	196	11	be	be	AUX
crl-15193	196	12	self	self	NOUN
crl-15193	196	13	-	-	PUNCT
crl-15193	196	14	administered	administer	VERB
crl-15193	196	15	and	and	CCONJ
crl-15193	196	16	assuring	assure	VERB
crl-15193	196	17	respondents	respondent	NOUN
crl-15193	196	18	of	of	ADP
crl-15193	196	19	confidentiality	confidentiality	NOUN
crl-15193	196	20	.	.	PUNCT
crl-15193	197	1	in	in	ADP
crl-15193	197	2	addition	addition	NOUN
crl-15193	197	3	,	,	PUNCT
crl-15193	197	4	the	the	DET
crl-15193	197	5	letterhead	letterhead	NOUN
crl-15193	197	6	of	of	ADP
crl-15193	197	7	a	a	DET
crl-15193	197	8	very	very	ADV
crl-15193	197	9	credible	credible	ADJ
crl-15193	197	10	educa­	educa­	PROPN
crl-15193	197	11	tional	tional	ADJ
crl-15193	197	12	institution	institution	NOUN
crl-15193	197	13	was	be	AUX
crl-15193	197	14	used	use	VERB
crl-15193	197	15	to	to	PART
crl-15193	197	16	convey	convey	VERB
crl-15193	197	17	that	that	SCONJ
crl-15193	197	18	the	the	DET
crl-15193	197	19	study	study	NOUN
crl-15193	197	20	represented	represent	VERB
crl-15193	197	21	institutional	institutional	ADJ
crl-15193	197	22	re­	re­	PROPN
crl-15193	197	23	search	search	NOUN
crl-15193	197	24	.	.	PUNCT
crl-15193	198	1	in	in	ADP
crl-15193	198	2	addition	addition	NOUN
crl-15193	198	3	,	,	PUNCT
crl-15193	198	4	respondents	respondent	NOUN
crl-15193	198	5	were	be	AUX
crl-15193	198	6	in­	in­	NOUN
crl-15193	198	7	formed	form	VERB
crl-15193	198	8	that	that	SCONJ
crl-15193	198	9	key	key	ADJ
crl-15193	198	10	results	result	NOUN
crl-15193	198	11	were	be	AUX
crl-15193	198	12	expected	expect	VERB
crl-15193	198	13	to	to	PART
crl-15193	198	14	be	be	AUX
crl-15193	198	15	made	make	VERB
crl-15193	198	16	public	public	ADJ
crl-15193	198	17	.	.	PUNCT
crl-15193	199	1	the	the	DET
crl-15193	199	2	above	above	ADJ
crl-15193	199	3	considerations	consideration	NOUN
crl-15193	199	4	may	may	AUX
crl-15193	199	5	explain	explain	VERB
crl-15193	199	6	the	the	DET
crl-15193	199	7	reasonably	reasonably	ADV
crl-15193	199	8	high	high	ADJ
crl-15193	199	9	percent­	percent­	NOUN
crl-15193	199	10	age	age	NOUN
crl-15193	199	11	of	of	ADP
crl-15193	199	12	responses	response	NOUN
crl-15193	199	13	without	without	ADP
crl-15193	199	14	follow	follow	NOUN
crl-15193	199	15	-	-	PUNCT
crl-15193	199	16	up	up	NOUN
crl-15193	199	17	.	.	PUNCT
crl-15193	200	1	future	future	ADJ
crl-15193	200	2	research	research	NOUN
crl-15193	200	3	may	may	AUX
crl-15193	200	4	attempt	attempt	VERB
crl-15193	200	5	to	to	ADP
crl-15193	200	6	repli­	repli­	PROPN
crl-15193	200	7	cate	cate	VERB
crl-15193	200	8	the	the	DET
crl-15193	200	9	findings	finding	NOUN
crl-15193	200	10	,	,	PUNCT
crl-15193	200	11	which	which	PRON
crl-15193	200	12	,	,	PUNCT
crl-15193	200	13	if	if	SCONJ
crl-15193	200	14	corroborated	corroborate	VERB
crl-15193	200	15	,	,	PUNCT
crl-15193	200	16	would	would	AUX
crl-15193	200	17	suggest	suggest	VERB
crl-15193	200	18	that	that	SCONJ
crl-15193	200	19	the	the	DET
crl-15193	200	20	constructs	construct	NOUN
crl-15193	200	21	and	and	CCONJ
crl-15193	200	22	measures	measure	NOUN
crl-15193	200	23	developed	develop	VERB
crl-15193	200	24	in	in	ADP
crl-15193	200	25	this	this	DET
crl-15193	200	26	study	study	NOUN
crl-15193	200	27	are	be	AUX
crl-15193	200	28	use­	use­	NOUN
crl-15193	200	29	ful	ful	NOUN
crl-15193	200	30	in	in	ADP
crl-15193	200	31	the	the	DET
crl-15193	200	32	academic	academic	ADJ
crl-15193	200	33	library	library	NOUN
crl-15193	200	34	setting	set	VERB
crl-15193	200	35	.	.	PUNCT
crl-15193	201	1	the	the	DET
crl-15193	201	2	applicability	applicability	NOUN
crl-15193	201	3	of	of	ADP
crl-15193	201	4	the	the	DET
crl-15193	201	5	measures	measure	NOUN
crl-15193	201	6	to	to	ADP
crl-15193	201	7	public	public	ADJ
crl-15193	201	8	and	and	CCONJ
crl-15193	201	9	special	special	ADJ
crl-15193	201	10	libraries	library	NOUN
crl-15193	201	11	also	also	ADV
crl-15193	201	12	could	could	AUX
crl-15193	201	13	be	be	AUX
crl-15193	201	14	inves­	inves­	PROPN
crl-15193	201	15	tigated	tigate	VERB
crl-15193	201	16	and	and	CCONJ
crl-15193	201	17	the	the	DET
crl-15193	201	18	importance	importance	NOUN
crl-15193	201	19	of	of	ADP
crl-15193	201	20	the	the	DET
crl-15193	201	21	ex­	ex­	PROPN
crl-15193	201	22	planatory	planatory	NOUN
crl-15193	201	23	variables	variable	NOUN
crl-15193	201	24	examined	examine	VERB
crl-15193	201	25	.	.	PUNCT
crl-15193	202	1	repeated	repeat	VERB
crl-15193	202	2	over	over	ADP
crl-15193	202	3	time	time	NOUN
crl-15193	202	4	,	,	PUNCT
crl-15193	202	5	such	such	ADJ
crl-15193	202	6	research	research	NOUN
crl-15193	202	7	should	should	AUX
crl-15193	202	8	help	help	AUX
crl-15193	202	9	identify	identify	VERB
crl-15193	202	10	the	the	DET
crl-15193	202	11	key	key	ADJ
crl-15193	202	12	factors	factor	NOUN
crl-15193	202	13	that	that	PRON
crl-15193	202	14	explain	explain	VERB
crl-15193	202	15	user	user	NOUN
crl-15193	202	16	satisfaction	satisfaction	NOUN
crl-15193	202	17	across	across	ADP
crl-15193	202	18	different	different	ADJ
crl-15193	202	19	types	type	NOUN
crl-15193	202	20	of	of	ADP
crl-15193	202	21	librar­	librar­	PROPN
crl-15193	202	22	ies	ie	NOUN
crl-15193	202	23	.	.	PUNCT
crl-15193	202	24	strategic	strategic	ADJ
crl-15193	202	25	measures	measure	NOUN
crl-15193	202	26	should	should	AUX
crl-15193	202	27	follow	follow	VERB
crl-15193	202	28	to	to	PART
crl-15193	202	29	serve	serve	VERB
crl-15193	202	30	user	user	NOUN
crl-15193	202	31	needs	need	VERB
crl-15193	202	32	better	well	ADV
crl-15193	202	33	.	.	PUNCT
crl-15193	203	1	the	the	DET
crl-15193	203	2	user	user	NOUN
crl-15193	203	3	-	-	PUNCT
crl-15193	203	4	based	base	VERB
crl-15193	203	5	model	model	NOUN
crl-15193	203	6	developed	develop	VERB
crl-15193	203	7	and	and	CCONJ
crl-15193	203	8	presented	present	VERB
crl-15193	203	9	in	in	ADP
crl-15193	203	10	this	this	DET
crl-15193	203	11	paper	paper	NOUN
crl-15193	203	12	supports	support	NOUN
crl-15193	203	13	and	and	CCONJ
crl-15193	203	14	strengthens	strengthen	VERB
crl-15193	203	15	the	the	DET
crl-15193	203	16	need	need	NOUN
crl-15193	203	17	to	to	PART
crl-15193	203	18	provide	provide	VERB
crl-15193	203	19	highquality	highquality	NOUN
crl-15193	203	20	services	service	NOUN
crl-15193	203	21	to	to	ADP
crl-15193	203	22	academic	academic	ADJ
crl-15193	203	23	library	library	NOUN
crl-15193	203	24	users	user	NOUN
crl-15193	203	25	.	.	PUNCT
crl-15193	204	1	the	the	DET
crl-15193	204	2	need	need	NOUN
crl-15193	204	3	to	to	PART
crl-15193	204	4	provide	provide	VERB
crl-15193	204	5	such	such	ADJ
crl-15193	204	6	services	service	NOUN
crl-15193	204	7	is	be	AUX
crl-15193	204	8	based	base	VERB
crl-15193	204	9	not	not	PART
crl-15193	204	10	just	just	ADV
crl-15193	204	11	on	on	ADP
crl-15193	204	12	what	what	PRON
crl-15193	204	13	the	the	DET
crl-15193	204	14	customers	customer	NOUN
crl-15193	204	15	want	want	VERB
crl-15193	204	16	but	but	CCONJ
crl-15193	204	17	also	also	ADV
crl-15193	204	18	on	on	ADP
crl-15193	204	19	the	the	DET
crl-15193	204	20	experience	experience	NOUN
crl-15193	204	21	of	of	ADP
crl-15193	204	22	many	many	ADJ
crl-15193	204	23	library	library	ADJ
crl-15193	204	24	pro­	pro­	NOUN
crl-15193	204	25	fessionals	fessional	NOUN
crl-15193	204	26	who	who	PRON
crl-15193	204	27	have	have	AUX
crl-15193	204	28	long	long	ADV
crl-15193	204	29	known	know	VERB
crl-15193	204	30	about	about	ADP
crl-15193	204	31	these	these	DET
crl-15193	204	32	needs	need	NOUN
crl-15193	204	33	.	.	PUNCT
crl-15193	205	1	in	in	ADP
crl-15193	205	2	fact	fact	NOUN
crl-15193	205	3	,	,	PUNCT
crl-15193	205	4	many	many	ADJ
crl-15193	205	5	library	library	NOUN
crl-15193	205	6	and	and	CCONJ
crl-15193	205	7	in­	in­	NOUN
crl-15193	205	8	formation	formation	NOUN
crl-15193	205	9	professionals	professional	NOUN
crl-15193	205	10	have	have	VERB
crl-15193	205	11	considerable	considerable	ADJ
crl-15193	205	12	experience	experience	NOUN
crl-15193	205	13	to	to	PART
crl-15193	205	14	judge	judge	VERB
crl-15193	205	15	what	what	PRON
crl-15193	205	16	customers	customer	NOUN
crl-15193	205	17	are	be	AUX
crl-15193	205	18	able	able	ADJ
crl-15193	205	19	to	to	PART
crl-15193	205	20	say	say	VERB
crl-15193	205	21	about	about	ADP
crl-15193	205	22	what	what	PRON
crl-15193	205	23	they	they	PRON
crl-15193	205	24	want.32	want.32	VERB
crl-15193	205	25	what	what	PRON
crl-15193	205	26	is	be	AUX
crl-15193	205	27	needed	need	VERB
crl-15193	205	28	is	be	AUX
crl-15193	205	29	a	a	DET
crl-15193	205	30	delicate	delicate	ADJ
crl-15193	205	31	balance	balance	NOUN
crl-15193	205	32	between	between	ADP
crl-15193	205	33	what	what	PRON
crl-15193	205	34	the	the	DET
crl-15193	205	35	users	user	NOUN
crl-15193	205	36	need	need	VERB
crl-15193	205	37	and	and	CCONJ
crl-15193	205	38	the	the	DET
crl-15193	205	39	tried	try	VERB
crl-15193	205	40	ex­	ex­	NOUN
crl-15193	205	41	http	http	NOUN
crl-15193	205	42	:	:	PUNCT
crl-15193	206	1	problems.31	problems.31	NOUN
crl-15193	206	2	http	http	ADJ
crl-15193	206	3	:	:	PUNCT
crl-15193	206	4	services.30	services.30	PROPN
crl-15193	206	5	166	166	NUM
crl-15193	206	6	college	college	PROPN
crl-15193	206	7	&	&	CCONJ
crl-15193	206	8	research	research	PROPN
crl-15193	206	9	libraries	library	NOUN
crl-15193	206	10	march	march	PROPN
crl-15193	206	11	1998	1998	NUM
crl-15193	206	12	perience	perience	NOUN
crl-15193	206	13	of	of	ADP
crl-15193	206	14	the	the	DET
crl-15193	206	15	academic	academic	ADJ
crl-15193	206	16	librarians	librarian	NOUN
crl-15193	206	17	who	who	PRON
crl-15193	206	18	can	can	AUX
crl-15193	206	19	weigh	weigh	VERB
crl-15193	206	20	the	the	DET
crl-15193	206	21	different	different	ADJ
crl-15193	206	22	issues	issue	NOUN
crl-15193	206	23	and	and	CCONJ
crl-15193	206	24	come	come	VERB
crl-15193	206	25	up	up	ADP
crl-15193	206	26	with	with	ADP
crl-15193	206	27	solutions	solution	NOUN
crl-15193	206	28	to	to	PART
crl-15193	206	29	ensure	ensure	VERB
crl-15193	206	30	the	the	DET
crl-15193	206	31	provision	provision	NOUN
crl-15193	206	32	of	of	ADP
crl-15193	206	33	high	high	ADJ
crl-15193	206	34	-	-	PUNCT
crl-15193	206	35	quality	quality	NOUN
crl-15193	206	36	service	service	NOUN
crl-15193	206	37	that	that	PRON
crl-15193	206	38	leads	lead	VERB
crl-15193	206	39	to	to	ADP
crl-15193	206	40	user	user	NOUN
crl-15193	206	41	satisfaction	satisfaction	NOUN
crl-15193	206	42	.	.	PUNCT
crl-15193	207	1	t	t	PROPN
crl-15193	207	2	h	h	NOUN
crl-15193	208	1	e	e	PROPN
crl-15193	208	2	a	a	DET
crl-15193	208	3	u	u	NOUN
crl-15193	208	4	t	t	NOUN
crl-15193	208	5	h	h	NOUN
crl-15193	209	1	o	o	NOUN
crl-15193	209	2	r	r	NOUN
crl-15193	209	3	s	s	PROPN
crl-15193	209	4	w	w	NOUN
crl-15193	209	5	o	o	NOUN
crl-15193	209	6	u	u	NOUN
crl-15193	209	7	l	l	NOUN
crl-15193	209	8	d	d	X
crl-15193	209	9	l	l	NOUN
crl-15193	210	1	i	i	NOUN
crl-15193	210	2	k	k	NOUN
crl-15193	211	1	e	e	PROPN
crl-15193	211	2	t	t	NOUN
crl-15193	211	3	o	o	X
crl-15193	211	4	t	t	NOUN
crl-15193	211	5	h	h	NOUN
crl-15193	211	6	a	a	DET
crl-15193	211	7	n	n	CCONJ
crl-15193	211	8	k	k	PROPN
crl-15193	211	9	marion	marion	PROPN
crl-15193	211	10	f.	f.	PROPN
crl-15193	211	11	gallivan	gallivan	PROPN
crl-15193	211	12	and	and	CCONJ
crl-15193	211	13	susan	susan	PROPN
crl-15193	211	14	thomp­	thomp­	PROPN
crl-15193	211	15	son	son	NOUN
crl-15193	211	16	for	for	ADP
crl-15193	211	17	their	their	PRON
crl-15193	211	18	assistance	assistance	NOUN
crl-15193	211	19	and	and	CCONJ
crl-15193	211	20	support	support	NOUN
crl-15193	211	21	dur­	dur­	VERB
crl-15193	211	22	ing	ing	ADJ
crl-15193	211	23	data	data	PROPN
crl-15193	211	24	collection	collection	NOUN
crl-15193	211	25	.	.	PUNCT
crl-15193	212	1	the	the	DET
crl-15193	212	2	comments	comment	NOUN
crl-15193	212	3	on	on	ADP
crl-15193	212	4	an	an	DET
crl-15193	212	5	earlier	early	ADJ
crl-15193	212	6	draft	draft	NOUN
crl-15193	212	7	from	from	ADP
crl-15193	212	8	lorna	lorna	PROPN
crl-15193	212	9	peterson	peterson	PROPN
crl-15193	212	10	,	,	PUNCT
crl-15193	212	11	rich­	rich­	PROPN
crl-15193	212	12	ard	ard	PROPN
crl-15193	212	13	hart	hart	PROPN
crl-15193	212	14	,	,	PUNCT
crl-15193	212	15	and	and	CCONJ
crl-15193	212	16	melvin	melvin	PROPN
crl-15193	212	17	e.	e.	PROPN
crl-15193	212	18	westerman	westerman	PROPN
crl-15193	212	19	also	also	ADV
crl-15193	212	20	are	be	AUX
crl-15193	212	21	gratefully	gratefully	ADV
crl-15193	212	22	acknowledged	acknowledge	VERB
crl-15193	212	23	.	.	PUNCT
crl-15193	213	1	notes	note	VERB
crl-15193	213	2	1	1	NUM
crl-15193	213	3	.	.	PUNCT
crl-15193	213	4	marilyn	marilyn	PROPN
crl-15193	213	5	d.	d.	PROPN
crl-15193	213	6	white	white	PROPN
crl-15193	213	7	and	and	CCONJ
crl-15193	213	8	eileen	eileen	PROPN
crl-15193	213	9	g.	g.	PROPN
crl-15193	213	10	abels	abels	PROPN
crl-15193	213	11	,	,	PUNCT
crl-15193	213	12	“	"	PUNCT
crl-15193	213	13	measuring	measure	VERB
crl-15193	213	14	service	service	NOUN
crl-15193	213	15	quality	quality	NOUN
crl-15193	213	16	in	in	ADP
crl-15193	213	17	special	special	ADJ
crl-15193	213	18	libraries	library	NOUN
crl-15193	213	19	:	:	PUNCT
crl-15193	214	1	lessons	lesson	NOUN
crl-15193	214	2	learned	learn	VERB
crl-15193	214	3	from	from	ADP
crl-15193	214	4	marketing	marketing	NOUN
crl-15193	214	5	,	,	PUNCT
crl-15193	214	6	”	"	PUNCT
crl-15193	214	7	special	special	ADJ
crl-15193	214	8	libraries	library	NOUN
crl-15193	214	9	86	86	NUM
crl-15193	214	10	,	,	PUNCT
crl-15193	214	11	no	no	INTJ
crl-15193	214	12	.	.	NOUN
crl-15193	214	13	4	4	NUM
crl-15193	214	14	(	(	PUNCT
crl-15193	214	15	1995	1995	NUM
crl-15193	214	16	):	):	PUNCT
crl-15193	214	17	36–45	36–45	NUM
crl-15193	214	18	.	.	NOUN
crl-15193	215	1	2	2	NUM
crl-15193	215	2	.	.	X
crl-15193	215	3	peter	peter	PROPN
crl-15193	215	4	hernon	hernon	PROPN
crl-15193	215	5	and	and	CCONJ
crl-15193	215	6	ellen	ellen	PROPN
crl-15193	215	7	altman	altman	PROPN
crl-15193	215	8	,	,	PUNCT
crl-15193	215	9	service	service	NOUN
crl-15193	215	10	quality	quality	NOUN
crl-15193	215	11	in	in	ADP
crl-15193	215	12	academic	academic	ADJ
crl-15193	215	13	libraries	library	NOUN
crl-15193	215	14	(	(	PUNCT
crl-15193	215	15	norwood	norwood	PROPN
crl-15193	215	16	,	,	PUNCT
crl-15193	215	17	n.	n.	PROPN
crl-15193	215	18	j.	j.	PROPN
crl-15193	215	19	:	:	PUNCT
crl-15193	215	20	ablex	ablex	PROPN
crl-15193	215	21	publishing	publishing	PROPN
crl-15193	215	22	co.	co.	PROPN
crl-15193	215	23	,	,	PUNCT
crl-15193	215	24	1996	1996	NUM
crl-15193	215	25	)	)	PUNCT
crl-15193	215	26	.	.	PUNCT
crl-15193	216	1	3	3	X
crl-15193	216	2	.	.	X
crl-15193	216	3	christopher	christopher	PROPN
crl-15193	216	4	millson	millson	PROPN
crl-15193	216	5	-	-	PUNCT
crl-15193	216	6	martula	martula	ADJ
crl-15193	216	7	and	and	CCONJ
crl-15193	216	8	vanaja	vanaja	PROPN
crl-15193	216	9	menon	menon	PROPN
crl-15193	216	10	,	,	PUNCT
crl-15193	216	11	“	"	PUNCT
crl-15193	216	12	customer	customer	NOUN
crl-15193	216	13	expectations	expectation	NOUN
crl-15193	216	14	:	:	PUNCT
crl-15193	216	15	concepts	concept	NOUN
crl-15193	216	16	and	and	CCONJ
crl-15193	216	17	reality	reality	NOUN
crl-15193	216	18	for	for	ADP
crl-15193	216	19	academic	academic	ADJ
crl-15193	216	20	library	library	NOUN
crl-15193	216	21	services	service	NOUN
crl-15193	216	22	,	,	PUNCT
crl-15193	216	23	”	"	PUNCT
crl-15193	216	24	c&rl	c&rl	PROPN
crl-15193	216	25	56	56	NUM
crl-15193	216	26	(	(	PUNCT
crl-15193	216	27	jan	jan	PROPN
crl-15193	216	28	.	.	PROPN
crl-15193	216	29	1995	1995	NUM
crl-15193	216	30	):	):	PUNCT
crl-15193	216	31	33–47	33–47	NUM
crl-15193	216	32	.	.	NOUN
crl-15193	216	33	4	4	NUM
crl-15193	216	34	.	.	X
crl-15193	216	35	peter	peter	PROPN
crl-15193	216	36	hernon	hernon	PROPN
crl-15193	216	37	and	and	CCONJ
crl-15193	216	38	phillip	phillip	PROPN
crl-15193	216	39	calvert	calvert	NOUN
crl-15193	216	40	,	,	PUNCT
crl-15193	216	41	“	"	PUNCT
crl-15193	216	42	methods	method	NOUN
crl-15193	216	43	for	for	ADP
crl-15193	216	44	measuring	measure	VERB
crl-15193	216	45	service	service	NOUN
crl-15193	216	46	quality	quality	NOUN
crl-15193	216	47	in	in	ADP
crl-15193	216	48	university	university	NOUN
crl-15193	216	49	libraries	library	NOUN
crl-15193	216	50	in	in	ADP
crl-15193	216	51	new	new	PROPN
crl-15193	216	52	zealand	zealand	PROPN
crl-15193	216	53	,	,	PUNCT
crl-15193	216	54	”	"	PUNCT
crl-15193	216	55	journal	journal	NOUN
crl-15193	216	56	of	of	ADP
crl-15193	216	57	academic	academic	ADJ
crl-15193	216	58	librarianship	librarianship	NOUN
crl-15193	216	59	22	22	NUM
crl-15193	216	60	,	,	PUNCT
crl-15193	216	61	no.1	no.1	PROPN
crl-15193	216	62	(	(	PUNCT
crl-15193	216	63	sept	sept	PROPN
crl-15193	216	64	.	.	PROPN
crl-15193	216	65	1996	1996	NUM
crl-15193	216	66	):	):	PUNCT
crl-15193	216	67	387–91	387–91	NUM
crl-15193	216	68	.	.	PUNCT
crl-15193	217	1	5	5	NUM
crl-15193	217	2	.	.	X
crl-15193	217	3	danuta	danuta	PROPN
crl-15193	217	4	a.	a.	PROPN
crl-15193	217	5	nitecki	nitecki	PROPN
crl-15193	217	6	,	,	PUNCT
crl-15193	217	7	“	"	PUNCT
crl-15193	217	8	changing	change	VERB
crl-15193	217	9	the	the	DET
crl-15193	217	10	concept	concept	NOUN
crl-15193	217	11	and	and	CCONJ
crl-15193	217	12	measure	measure	NOUN
crl-15193	217	13	of	of	ADP
crl-15193	217	14	service	service	NOUN
crl-15193	217	15	quality	quality	NOUN
crl-15193	217	16	in	in	ADP
crl-15193	217	17	academic	academic	ADJ
crl-15193	217	18	libraries	library	NOUN
crl-15193	217	19	,	,	PUNCT
crl-15193	217	20	”	"	PUNCT
crl-15193	217	21	journal	journal	NOUN
crl-15193	217	22	of	of	ADP
crl-15193	217	23	academic	academic	ADJ
crl-15193	217	24	librarianship	librarianship	NOUN
crl-15193	217	25	22	22	NUM
crl-15193	217	26	,	,	PUNCT
crl-15193	217	27	no	no	INTJ
crl-15193	217	28	.	.	NOUN
crl-15193	217	29	3	3	NUM
crl-15193	217	30	(	(	PUNCT
crl-15193	217	31	may	may	PROPN
crl-15193	217	32	1996	1996	NUM
crl-15193	217	33	):	):	PUNCT
crl-15193	217	34	181–90	181–90	NUM
crl-15193	217	35	.	.	X
crl-15193	218	1	6	6	X
crl-15193	218	2	.	.	X
crl-15193	218	3	ibid	ibid	NOUN
crl-15193	218	4	.	.	PUNCT
crl-15193	219	1	7	7	X
crl-15193	219	2	.	.	X
crl-15193	219	3	vicki	vicki	PROPN
crl-15193	219	4	coleman	coleman	PROPN
crl-15193	219	5	,	,	PUNCT
crl-15193	219	6	yi	yi	PROPN
crl-15193	219	7	(	(	PUNCT
crl-15193	219	8	daniel	daniel	PROPN
crl-15193	219	9	)	)	PUNCT
crl-15193	219	10	xiao	xiao	PROPN
crl-15193	219	11	,	,	PUNCT
crl-15193	219	12	linda	linda	PROPN
crl-15193	219	13	blair	blair	PROPN
crl-15193	219	14	,	,	PUNCT
crl-15193	219	15	and	and	CCONJ
crl-15193	219	16	bill	bill	PROPN
crl-15193	219	17	chollet	chollet	PROPN
crl-15193	219	18	,	,	PUNCT
crl-15193	219	19	“	"	PUNCT
crl-15193	219	20	toward	toward	ADP
crl-15193	219	21	a	a	DET
crl-15193	219	22	tqm	tqm	ADJ
crl-15193	219	23	paradigm	paradigm	NOUN
crl-15193	219	24	:	:	PUNCT
crl-15193	219	25	using	use	VERB
crl-15193	219	26	servqual	servqual	ADJ
crl-15193	219	27	to	to	PART
crl-15193	219	28	measure	measure	VERB
crl-15193	219	29	library	library	NOUN
crl-15193	219	30	service	service	NOUN
crl-15193	219	31	quality	quality	NOUN
crl-15193	219	32	,	,	PUNCT
crl-15193	219	33	”	"	PUNCT
crl-15193	219	34	c&rl	c&rl	PROPN
crl-15193	219	35	58	58	NUM
crl-15193	219	36	(	(	PUNCT
crl-15193	219	37	may	may	PROPN
crl-15193	219	38	1997	1997	NUM
crl-15193	219	39	):	):	PUNCT
crl-15193	219	40	237–51	237–51	NUM
crl-15193	219	41	.	.	X
crl-15193	219	42	8	8	NUM
crl-15193	219	43	.	.	X
crl-15193	220	1	susan	susan	PROPN
crl-15193	220	2	edwards	edwards	PROPN
crl-15193	220	3	and	and	CCONJ
crl-15193	220	4	m.	m.	PROPN
crl-15193	220	5	browne	browne	PROPN
crl-15193	220	6	,	,	PUNCT
crl-15193	220	7	“	"	PUNCT
crl-15193	220	8	quality	quality	NOUN
crl-15193	220	9	in	in	ADP
crl-15193	220	10	information	information	NOUN
crl-15193	220	11	services	service	NOUN
crl-15193	220	12	:	:	PUNCT
crl-15193	220	13	do	do	AUX
crl-15193	220	14	users	user	NOUN
crl-15193	220	15	and	and	CCONJ
crl-15193	220	16	librar­	librar­	NOUN
crl-15193	220	17	ians	ian	NOUN
crl-15193	220	18	differ	differ	VERB
crl-15193	220	19	in	in	ADP
crl-15193	220	20	their	their	PRON
crl-15193	220	21	expectations	expectation	NOUN
crl-15193	220	22	?	?	PUNCT
crl-15193	220	23	”	"	PUNCT
crl-15193	220	24	library	library	NOUN
crl-15193	220	25	and	and	CCONJ
crl-15193	220	26	information	information	NOUN
crl-15193	220	27	science	science	NOUN
crl-15193	220	28	research	research	PROPN
crl-15193	220	29	17	17	NUM
crl-15193	220	30	,	,	PUNCT
crl-15193	220	31	no	no	INTJ
crl-15193	220	32	.	.	NOUN
crl-15193	220	33	2	2	NUM
crl-15193	220	34	(	(	PUNCT
crl-15193	220	35	spring	spring	NOUN
crl-15193	220	36	1995	1995	NUM
crl-15193	220	37	):	):	PUNCT
crl-15193	220	38	163–82	163–82	NOUN
crl-15193	220	39	.	.	PUNCT
crl-15193	221	1	9	9	X
crl-15193	221	2	.	.	X
crl-15193	221	3	hernon	hernon	NOUN
crl-15193	221	4	and	and	CCONJ
crl-15193	221	5	calvert	calvert	NOUN
crl-15193	221	6	,	,	PUNCT
crl-15193	221	7	“	"	PUNCT
crl-15193	221	8	methods	method	NOUN
crl-15193	221	9	for	for	ADP
crl-15193	221	10	measuring	measure	VERB
crl-15193	221	11	service	service	NOUN
crl-15193	221	12	quality	quality	NOUN
crl-15193	221	13	,	,	PUNCT
crl-15193	221	14	”	"	PUNCT
crl-15193	221	15	387–91	387–91	NUM
crl-15193	221	16	.	.	PUNCT
crl-15193	222	1	10	10	NUM
crl-15193	222	2	.	.	PUNCT
crl-15193	222	3	nitecki	nitecki	NOUN
crl-15193	222	4	,	,	PUNCT
crl-15193	222	5	“	"	PUNCT
crl-15193	222	6	changing	change	VERB
crl-15193	222	7	the	the	DET
crl-15193	222	8	concept	concept	NOUN
crl-15193	222	9	and	and	CCONJ
crl-15193	222	10	measure	measure	NOUN
crl-15193	222	11	of	of	ADP
crl-15193	222	12	service	service	NOUN
crl-15193	222	13	quality	quality	NOUN
crl-15193	222	14	,	,	PUNCT
crl-15193	222	15	”	"	PUNCT
crl-15193	222	16	33–47	33–47	NUM
crl-15193	222	17	.	.	PROPN
crl-15193	222	18	11	11	NUM
crl-15193	222	19	.	.	X
crl-15193	223	1	white	white	ADJ
crl-15193	223	2	and	and	CCONJ
crl-15193	223	3	abels	abel	NOUN
crl-15193	223	4	,	,	PUNCT
crl-15193	223	5	“	"	PUNCT
crl-15193	223	6	measuring	measure	VERB
crl-15193	223	7	service	service	NOUN
crl-15193	223	8	quality	quality	NOUN
crl-15193	223	9	in	in	ADP
crl-15193	223	10	special	special	ADJ
crl-15193	223	11	libraries	library	NOUN
crl-15193	223	12	,	,	PUNCT
crl-15193	223	13	”	"	PUNCT
crl-15193	223	14	36–45	36–45	NUM
crl-15193	223	15	.	.	PUNCT
crl-15193	224	1	12	12	NUM
crl-15193	224	2	.	.	PUNCT
crl-15193	224	3	a.	a.	NOUN
crl-15193	224	4	parasuraman	parasuraman	PROPN
crl-15193	224	5	,	,	PUNCT
crl-15193	224	6	leonard	leonard	PROPN
crl-15193	224	7	berry	berry	PROPN
crl-15193	224	8	,	,	PUNCT
crl-15193	224	9	and	and	CCONJ
crl-15193	224	10	valarie	valarie	PROPN
crl-15193	224	11	zeithaml	zeithaml	PROPN
crl-15193	224	12	,	,	PUNCT
crl-15193	224	13	“	"	PUNCT
crl-15193	224	14	refinement	refinement	NOUN
crl-15193	224	15	and	and	CCONJ
crl-15193	224	16	assessment	assessment	NOUN
crl-15193	224	17	of	of	ADP
crl-15193	224	18	the	the	DET
crl-15193	224	19	servqual	servqual	ADJ
crl-15193	224	20	scale	scale	NOUN
crl-15193	224	21	,	,	PUNCT
crl-15193	224	22	”	"	PUNCT
crl-15193	224	23	journal	journal	NOUN
crl-15193	224	24	of	of	ADP
crl-15193	224	25	retailing	retailing	NOUN
crl-15193	224	26	67	67	NUM
crl-15193	224	27	,	,	PUNCT
crl-15193	224	28	no.4	no.4	PROPN
crl-15193	224	29	(	(	PUNCT
crl-15193	224	30	winter	winter	NOUN
crl-15193	224	31	1991	1991	NUM
crl-15193	224	32	):	):	PUNCT
crl-15193	224	33	420–50	420–50	NOUN
crl-15193	224	34	.	.	PUNCT
crl-15193	225	1	13	13	NUM
crl-15193	225	2	.	.	PUNCT
crl-15193	225	3	tom	tom	PROPN
crl-15193	225	4	j.	j.	PROPN
crl-15193	225	5	brown	brown	PROPN
crl-15193	225	6	,	,	PUNCT
crl-15193	225	7	gilbert	gilbert	PROPN
crl-15193	225	8	a.	a.	PROPN
crl-15193	225	9	churchill	churchill	PROPN
crl-15193	225	10	jr	jr	PROPN
crl-15193	225	11	.	.	PROPN
crl-15193	225	12	,	,	PUNCT
crl-15193	225	13	and	and	CCONJ
crl-15193	225	14	j.	j.	PROPN
crl-15193	225	15	paul	paul	PROPN
crl-15193	225	16	peter	peter	PROPN
crl-15193	225	17	,	,	PUNCT
crl-15193	225	18	“	"	PUNCT
crl-15193	225	19	improving	improve	VERB
crl-15193	225	20	the	the	DET
crl-15193	225	21	measurement	measurement	NOUN
crl-15193	225	22	of	of	ADP
crl-15193	225	23	service	service	NOUN
crl-15193	225	24	quality	quality	NOUN
crl-15193	225	25	,	,	PUNCT
crl-15193	225	26	”	"	PUNCT
crl-15193	225	27	journal	journal	NOUN
crl-15193	225	28	of	of	ADP
crl-15193	225	29	retailing	retailing	NOUN
crl-15193	225	30	66	66	NUM
crl-15193	225	31	,	,	PUNCT
crl-15193	225	32	no.1	no.1	NUM
crl-15193	225	33	(	(	PUNCT
crl-15193	225	34	spring	spring	NOUN
crl-15193	225	35	1993	1993	NUM
crl-15193	225	36	):	):	PUNCT
crl-15193	225	37	127–39	127–39	NUM
crl-15193	225	38	.	.	PUNCT
crl-15193	226	1	14	14	NUM
crl-15193	226	2	.	.	PUNCT
crl-15193	227	1	j.	j.	PROPN
crl-15193	227	2	joseph	joseph	PROPN
crl-15193	227	3	cronin	cronin	PROPN
crl-15193	227	4	jr	jr	PROPN
crl-15193	227	5	.	.	PROPN
crl-15193	227	6	and	and	CCONJ
crl-15193	227	7	steven	steven	PROPN
crl-15193	227	8	a.	a.	PROPN
crl-15193	227	9	taylor	taylor	PROPN
crl-15193	227	10	,	,	PUNCT
crl-15193	227	11	“	"	PUNCT
crl-15193	227	12	measuring	measure	VERB
crl-15193	227	13	service	service	NOUN
crl-15193	227	14	quality	quality	NOUN
crl-15193	227	15	:	:	PUNCT
crl-15193	227	16	a	a	DET
crl-15193	227	17	reexamination	reexamination	NOUN
crl-15193	227	18	and	and	CCONJ
crl-15193	227	19	extension	extension	NOUN
crl-15193	227	20	,	,	PUNCT
crl-15193	227	21	”	"	PUNCT
crl-15193	227	22	journal	journal	NOUN
crl-15193	227	23	of	of	ADP
crl-15193	227	24	marketing	marketing	NOUN
crl-15193	227	25	56	56	NUM
crl-15193	227	26	,	,	PUNCT
crl-15193	227	27	no	no	INTJ
crl-15193	227	28	.	.	NOUN
crl-15193	227	29	3	3	NUM
crl-15193	227	30	(	(	PUNCT
crl-15193	227	31	july	july	PROPN
crl-15193	227	32	1992	1992	NUM
crl-15193	227	33	):	):	PUNCT
crl-15193	227	34	55–68	55–68	NUM
crl-15193	227	35	.	.	PUNCT
crl-15193	227	36	15	15	NUM
crl-15193	227	37	.	.	PUNCT
crl-15193	228	1	james	james	PROPN
crl-15193	228	2	m.	m.	PROPN
crl-15193	228	3	carman	carman	PROPN
crl-15193	228	4	,	,	PUNCT
crl-15193	228	5	“	"	PUNCT
crl-15193	228	6	consumer	consumer	NOUN
crl-15193	228	7	perceptions	perception	NOUN
crl-15193	228	8	of	of	ADP
crl-15193	228	9	service	service	NOUN
crl-15193	228	10	quality	quality	NOUN
crl-15193	228	11	:	:	PUNCT
crl-15193	228	12	an	an	DET
crl-15193	228	13	assessment	assessment	NOUN
crl-15193	228	14	of	of	ADP
crl-15193	228	15	servqual	servqual	ADJ
crl-15193	228	16	dimensions	dimension	NOUN
crl-15193	228	17	,	,	PUNCT
crl-15193	228	18	”	"	PUNCT
crl-15193	228	19	journal	journal	NOUN
crl-15193	228	20	of	of	ADP
crl-15193	228	21	retailing	retailing	NOUN
crl-15193	228	22	66	66	NUM
crl-15193	228	23	,	,	PUNCT
crl-15193	228	24	no.1	no.1	NUM
crl-15193	228	25	(	(	PUNCT
crl-15193	228	26	spring	spring	NOUN
crl-15193	228	27	1990	1990	NUM
crl-15193	228	28	):	):	PUNCT
crl-15193	228	29	33–55	33–55	NUM
crl-15193	228	30	.	.	PUNCT
crl-15193	229	1	16	16	NUM
crl-15193	229	2	.	.	PUNCT
crl-15193	230	1	emin	emin	PROPN
crl-15193	230	2	babakus	babakus	PROPN
crl-15193	230	3	and	and	CCONJ
crl-15193	230	4	gregory	gregory	PROPN
crl-15193	230	5	w.	w.	PROPN
crl-15193	230	6	boller	boller	PROPN
crl-15193	230	7	,	,	PUNCT
crl-15193	230	8	“	"	PUNCT
crl-15193	230	9	an	an	DET
crl-15193	230	10	empirical	empirical	ADJ
crl-15193	230	11	assessment	assessment	NOUN
crl-15193	230	12	of	of	ADP
crl-15193	230	13	the	the	DET
crl-15193	230	14	servqual	servqual	ADJ
crl-15193	230	15	scale	scale	NOUN
crl-15193	230	16	,	,	PUNCT
crl-15193	230	17	”	"	PUNCT
crl-15193	230	18	journal	journal	NOUN
crl-15193	230	19	of	of	ADP
crl-15193	230	20	business	business	NOUN
crl-15193	230	21	research	research	NOUN
crl-15193	230	22	24	24	NUM
crl-15193	230	23	,	,	PUNCT
crl-15193	230	24	no	no	INTJ
crl-15193	230	25	.	.	NOUN
crl-15193	230	26	3	3	NUM
crl-15193	230	27	(	(	PUNCT
crl-15193	230	28	may	may	PROPN
crl-15193	230	29	1992	1992	NUM
crl-15193	230	30	):	):	PUNCT
crl-15193	230	31	253–68	253–68	NOUN
crl-15193	230	32	.	.	PROPN
crl-15193	230	33	17	17	NUM
crl-15193	230	34	.	.	PUNCT
crl-15193	231	1	syed	syed	PROPN
crl-15193	231	2	saad	saad	PROPN
crl-15193	231	3	andaleeb	andaleeb	PROPN
crl-15193	231	4	and	and	CCONJ
crl-15193	231	5	amiya	amiya	PROPN
crl-15193	231	6	k.	k.	PROPN
crl-15193	231	7	basu	basu	PROPN
crl-15193	231	8	,	,	PUNCT
crl-15193	231	9	“	"	PUNCT
crl-15193	231	10	technical	technical	ADJ
crl-15193	231	11	complexity	complexity	NOUN
crl-15193	231	12	and	and	CCONJ
crl-15193	231	13	consumer	consumer	NOUN
crl-15193	231	14	knowl­	knowl­	NOUN
crl-15193	231	15	edge	edge	NOUN
crl-15193	231	16	as	as	ADP
crl-15193	231	17	moderators	moderator	NOUN
crl-15193	231	18	of	of	ADP
crl-15193	231	19	service	service	NOUN
crl-15193	231	20	quality	quality	NOUN
crl-15193	231	21	evaluation	evaluation	NOUN
crl-15193	231	22	in	in	ADP
crl-15193	231	23	the	the	DET
crl-15193	231	24	automobile	automobile	NOUN
crl-15193	231	25	industry	industry	NOUN
crl-15193	231	26	,	,	PUNCT
crl-15193	231	27	”	"	PUNCT
crl-15193	231	28	journal	journal	NOUN
crl-15193	231	29	of	of	ADP
crl-15193	231	30	retail­	retail­	PROPN
crl-15193	231	31	ing	ing	ADJ
crl-15193	231	32	70	70	NUM
crl-15193	231	33	,	,	PUNCT
crl-15193	231	34	no.4	no.4	PROPN
crl-15193	231	35	(	(	PUNCT
crl-15193	231	36	winter	winter	NOUN
crl-15193	231	37	1994	1994	NUM
crl-15193	231	38	):	):	PUNCT
crl-15193	231	39	367–81	367–81	NUM
crl-15193	231	40	.	.	PROPN
crl-15193	231	41	18	18	NUM
crl-15193	231	42	.	.	PUNCT
crl-15193	231	43	kenneth	kenneth	PROPN
crl-15193	231	44	r.	r.	PROPN
crl-15193	231	45	teas	teas	PROPN
crl-15193	231	46	,	,	PUNCT
crl-15193	231	47	“	"	PUNCT
crl-15193	231	48	expectations	expectation	NOUN
crl-15193	231	49	,	,	PUNCT
crl-15193	231	50	performance	performance	NOUN
crl-15193	231	51	evaluation	evaluation	NOUN
crl-15193	231	52	,	,	PUNCT
crl-15193	231	53	and	and	CCONJ
crl-15193	231	54	customers	customer	NOUN
crl-15193	231	55	’	’	PART
crl-15193	231	56	perceptions	perception	NOUN
crl-15193	231	57	of	of	ADP
crl-15193	231	58	quality	quality	NOUN
crl-15193	231	59	,	,	PUNCT
crl-15193	231	60	”	"	PUNCT
crl-15193	231	61	journal	journal	NOUN
crl-15193	231	62	of	of	ADP
crl-15193	231	63	marketing	marketing	NOUN
crl-15193	231	64	57	57	NUM
crl-15193	231	65	,	,	PUNCT
crl-15193	231	66	no	no	INTJ
crl-15193	231	67	.	.	NOUN
crl-15193	231	68	4	4	NUM
crl-15193	231	69	(	(	PUNCT
crl-15193	231	70	oct	oct	PROPN
crl-15193	231	71	.	.	PROPN
crl-15193	231	72	1993	1993	NUM
crl-15193	231	73	):	):	PUNCT
crl-15193	231	74	18–34	18–34	NUM
crl-15193	231	75	.	.	NOUN
crl-15193	231	76	19	19	NUM
crl-15193	231	77	.	.	PUNCT
crl-15193	231	78	nitecki	nitecki	PROPN
crl-15193	231	79	,	,	PUNCT
crl-15193	231	80	“	"	PUNCT
crl-15193	231	81	changing	change	VERB
crl-15193	231	82	the	the	DET
crl-15193	231	83	concept	concept	NOUN
crl-15193	231	84	and	and	CCONJ
crl-15193	231	85	measure	measure	NOUN
crl-15193	231	86	of	of	ADP
crl-15193	231	87	service	service	NOUN
crl-15193	231	88	quality	quality	NOUN
crl-15193	231	89	,	,	PUNCT
crl-15193	231	90	”	"	PUNCT
crl-15193	231	91	33–47	33–47	PROPN
crl-15193	231	92	.	.	PROPN
crl-15193	231	93	20	20	NUM
crl-15193	231	94	.	.	PUNCT
crl-15193	232	1	hernon	hernon	PROPN
crl-15193	232	2	and	and	CCONJ
crl-15193	232	3	calvert	calvert	NOUN
crl-15193	232	4	,	,	PUNCT
crl-15193	232	5	“	"	PUNCT
crl-15193	232	6	methods	method	NOUN
crl-15193	232	7	for	for	ADP
crl-15193	232	8	measuring	measure	VERB
crl-15193	232	9	service	service	NOUN
crl-15193	232	10	quality	quality	NOUN
crl-15193	232	11	,	,	PUNCT
crl-15193	232	12	”	"	PUNCT
crl-15193	232	13	388	388	NUM
crl-15193	232	14	.	.	NOUN
crl-15193	232	15	21	21	NUM
crl-15193	232	16	.	.	PUNCT
crl-15193	233	1	a.	a.	NOUN
crl-15193	233	2	parasuraman	parasuraman	PROPN
crl-15193	233	3	,	,	PUNCT
crl-15193	233	4	valerie	valerie	PROPN
crl-15193	233	5	a.	a.	PROPN
crl-15193	233	6	zeithaml	zeithaml	PROPN
crl-15193	233	7	,	,	PUNCT
crl-15193	233	8	and	and	CCONJ
crl-15193	233	9	leonard	leonard	PROPN
crl-15193	233	10	l.	l.	PROPN
crl-15193	233	11	berry	berry	PROPN
crl-15193	233	12	,	,	PUNCT
crl-15193	233	13	“	"	PUNCT
crl-15193	233	14	conceptual	conceptual	ADJ
crl-15193	233	15	model	model	NOUN
crl-15193	233	16	of	of	ADP
crl-15193	233	17	ser­	ser­	ADJ
crl-15193	233	18	vice	vice	NOUN
crl-15193	233	19	quality	quality	NOUN
crl-15193	233	20	and	and	CCONJ
crl-15193	233	21	its	its	PRON
crl-15193	233	22	implications	implication	NOUN
crl-15193	233	23	for	for	ADP
crl-15193	233	24	future	future	ADJ
crl-15193	233	25	research	research	NOUN
crl-15193	233	26	,	,	PUNCT
crl-15193	233	27	”	"	PUNCT
crl-15193	233	28	journal	journal	NOUN
crl-15193	233	29	of	of	ADP
crl-15193	233	30	marketing	marketing	NOUN
crl-15193	233	31	49	49	NUM
crl-15193	233	32	,	,	PUNCT
crl-15193	233	33	no	no	INTJ
crl-15193	233	34	.	.	NOUN
crl-15193	233	35	4	4	NUM
crl-15193	233	36	(	(	PUNCT
crl-15193	233	37	fall	fall	NOUN
crl-15193	233	38	1985	1985	NUM
crl-15193	233	39	):	):	PUNCT
crl-15193	233	40	41–50	41–50	NOUN
crl-15193	233	41	.	.	PUNCT
crl-15193	234	1	22	22	NUM
crl-15193	234	2	.	.	PUNCT
crl-15193	234	3	a.	a.	NOUN
crl-15193	234	4	parasuraman	parasuraman	PROPN
crl-15193	234	5	,	,	PUNCT
crl-15193	234	6	leonard	leonard	PROPN
crl-15193	234	7	l.	l.	PROPN
crl-15193	234	8	berry	berry	PROPN
crl-15193	234	9	,	,	PUNCT
crl-15193	234	10	and	and	CCONJ
crl-15193	234	11	valarie	valarie	PROPN
crl-15193	234	12	a.	a.	PROPN
crl-15193	234	13	zeithaml	zeithaml	PROPN
crl-15193	234	14	,	,	PUNCT
crl-15193	234	15	“	"	PUNCT
crl-15193	234	16	understanding	understand	VERB
crl-15193	234	17	customer	customer	NOUN
crl-15193	234	18	expectations	expectation	NOUN
crl-15193	234	19	of	of	ADP
crl-15193	234	20	service	service	NOUN
crl-15193	234	21	,	,	PUNCT
crl-15193	234	22	”	"	PUNCT
crl-15193	234	23	sloan	sloan	NOUN
crl-15193	234	24	management	management	NOUN
crl-15193	234	25	review	review	NOUN
crl-15193	234	26	32	32	NUM
crl-15193	234	27	,	,	PUNCT
crl-15193	234	28	no	no	INTJ
crl-15193	234	29	.	.	NOUN
crl-15193	234	30	3	3	NUM
crl-15193	234	31	(	(	PUNCT
crl-15193	234	32	spring	spring	NOUN
crl-15193	234	33	1991	1991	NUM
crl-15193	234	34	):	):	PUNCT
crl-15193	234	35	39–48	39–48	NUM
crl-15193	234	36	.	.	PUNCT
crl-15193	235	1	23	23	NUM
crl-15193	235	2	.	.	PUNCT
crl-15193	236	1	nitecki	nitecki	NOUN
crl-15193	236	2	,	,	PUNCT
crl-15193	236	3	“	"	PUNCT
crl-15193	236	4	changing	change	VERB
crl-15193	236	5	the	the	DET
crl-15193	236	6	concept	concept	NOUN
crl-15193	236	7	and	and	CCONJ
crl-15193	236	8	measure	measure	NOUN
crl-15193	236	9	of	of	ADP
crl-15193	236	10	service	service	NOUN
crl-15193	236	11	quality	quality	NOUN
crl-15193	236	12	,	,	PUNCT
crl-15193	236	13	”	"	PUNCT
crl-15193	236	14	33–47	33–47	NUM
crl-15193	236	15	.	.	PROPN
crl-15193	236	16	24	24	NUM
crl-15193	236	17	.	.	PUNCT
crl-15193	237	1	cronin	cronin	PROPN
crl-15193	237	2	and	and	CCONJ
crl-15193	237	3	taylor	taylor	PROPN
crl-15193	237	4	,	,	PUNCT
crl-15193	237	5	“	"	PUNCT
crl-15193	237	6	measuring	measure	VERB
crl-15193	237	7	service	service	NOUN
crl-15193	237	8	quality	quality	NOUN
crl-15193	237	9	,	,	PUNCT
crl-15193	237	10	”	"	PUNCT
crl-15193	237	11	55–68	55–68	NUM
crl-15193	237	12	.	.	PUNCT
crl-15193	238	1	25	25	NUM
crl-15193	238	2	.	.	PUNCT
crl-15193	238	3	andaleeb	andaleeb	PROPN
crl-15193	238	4	and	and	CCONJ
crl-15193	238	5	basu	basu	PROPN
crl-15193	238	6	,	,	PUNCT
crl-15193	238	7	“	"	PUNCT
crl-15193	238	8	technical	technical	ADJ
crl-15193	238	9	complexity	complexity	NOUN
crl-15193	238	10	and	and	CCONJ
crl-15193	238	11	consumer	consumer	NOUN
crl-15193	238	12	knowledge	knowledge	NOUN
crl-15193	238	13	,	,	PUNCT
crl-15193	238	14	”	"	PUNCT
crl-15193	238	15	367–81	367–81	NUM
crl-15193	238	16	.	.	NOUN
crl-15193	238	17	26	26	NUM
crl-15193	238	18	.	.	PUNCT
crl-15193	238	19	jum	jum	PROPN
crl-15193	238	20	c.	c.	PROPN
crl-15193	238	21	nunnally	nunnally	PROPN
crl-15193	238	22	,	,	PUNCT
crl-15193	238	23	psychometric	psychometric	ADJ
crl-15193	238	24	theory	theory	NOUN
crl-15193	238	25	,	,	PUNCT
crl-15193	238	26	2nd	2nd	ADJ
crl-15193	238	27	ed	ed	NOUN
crl-15193	238	28	.	.	PUNCT
crl-15193	239	1	(	(	PUNCT
crl-15193	239	2	new	new	PROPN
crl-15193	239	3	york	york	PROPN
crl-15193	239	4	:	:	PUNCT
crl-15193	239	5	mcgraw	mcgraw	PROPN
crl-15193	239	6	-	-	PUNCT
crl-15193	239	7	hill	hill	NOUN
crl-15193	239	8	,	,	PUNCT
crl-15193	239	9	1978	1978	NUM
crl-15193	239	10	)	)	PUNCT
crl-15193	239	11	.	.	PUNCT
crl-15193	240	1	27	27	NUM
crl-15193	240	2	.	.	PUNCT
crl-15193	241	1	gilbert	gilbert	PROPN
crl-15193	241	2	a.	a.	PROPN
crl-15193	241	3	churchill	churchill	PROPN
crl-15193	241	4	jr	jr	PROPN
crl-15193	241	5	.	.	PROPN
crl-15193	241	6	,	,	PUNCT
crl-15193	241	7	marketing	market	VERB
crl-15193	241	8	research	research	NOUN
crl-15193	241	9	methods	method	NOUN
crl-15193	241	10	:	:	PUNCT
crl-15193	241	11	methodological	methodological	ADJ
crl-15193	241	12	foundations	foundation	NOUN
crl-15193	241	13	(	(	PUNCT
crl-15193	241	14	hinsdale	hinsdale	NOUN
crl-15193	241	15	,	,	PUNCT
crl-15193	241	16	ill	ill	PROPN
crl-15193	241	17	.	.	PUNCT
crl-15193	241	18	:	:	PUNCT
crl-15193	241	19	the	the	DET
crl-15193	241	20	dryden	dryden	PROPN
crl-15193	241	21	pr	pr	PROPN
crl-15193	241	22	.	.	PROPN
crl-15193	241	23	,	,	PUNCT
crl-15193	241	24	1976	1976	NUM
crl-15193	241	25	)	)	PUNCT
crl-15193	241	26	.	.	PUNCT
crl-15193	242	1	explaining	explain	VERB
crl-15193	242	2	user	user	NOUN
crl-15193	242	3	satisfaction	satisfaction	NOUN
crl-15193	242	4	167	167	NUM
crl-15193	242	5	28	28	NUM
crl-15193	242	6	.	.	PUNCT
crl-15193	243	1	john	john	PROPN
crl-15193	243	2	f.	f.	PROPN
crl-15193	243	3	gaski	gaski	PROPN
crl-15193	243	4	and	and	CCONJ
crl-15193	243	5	john	john	PROPN
crl-15193	243	6	r.	r.	PROPN
crl-15193	243	7	nevin	nevin	PROPN
crl-15193	243	8	,	,	PUNCT
crl-15193	243	9	“	"	PUNCT
crl-15193	243	10	the	the	DET
crl-15193	243	11	differential	differential	ADJ
crl-15193	243	12	effects	effect	NOUN
crl-15193	243	13	of	of	ADP
crl-15193	243	14	exercised	exercised	ADJ
crl-15193	243	15	and	and	CCONJ
crl-15193	243	16	unexercised	unexercised	ADJ
crl-15193	243	17	power	power	NOUN
crl-15193	243	18	sources	source	NOUN
crl-15193	243	19	in	in	ADP
crl-15193	243	20	a	a	DET
crl-15193	243	21	marketing	marketing	NOUN
crl-15193	243	22	channel	channel	NOUN
crl-15193	243	23	,	,	PUNCT
crl-15193	243	24	”	"	PUNCT
crl-15193	243	25	journal	journal	NOUN
crl-15193	243	26	of	of	ADP
crl-15193	243	27	marketing	marketing	NOUN
crl-15193	243	28	research	research	NOUN
crl-15193	243	29	22	22	NUM
crl-15193	243	30	,	,	PUNCT
crl-15193	243	31	no	no	INTJ
crl-15193	243	32	.	.	NOUN
crl-15193	243	33	2	2	NUM
crl-15193	243	34	(	(	PUNCT
crl-15193	243	35	may	may	NOUN
crl-15193	243	36	1985	1985	NUM
crl-15193	243	37	):	):	PUNCT
crl-15193	243	38	130	130	NUM
crl-15193	243	39	–	–	SYM
crl-15193	243	40	42	42	NUM
crl-15193	243	41	.	.	PUNCT
crl-15193	243	42	29	29	NUM
crl-15193	243	43	.	.	PUNCT
crl-15193	244	1	joseph	joseph	PROPN
crl-15193	244	2	f.	f.	PROPN
crl-15193	244	3	hair	hair	PROPN
crl-15193	244	4	jr	jr	PROPN
crl-15193	244	5	.	.	PROPN
crl-15193	244	6	,	,	PUNCT
crl-15193	244	7	rolph	rolph	PROPN
crl-15193	244	8	e.	e.	PROPN
crl-15193	244	9	anderson	anderson	PROPN
crl-15193	244	10	,	,	PUNCT
crl-15193	244	11	ronald	ronald	PROPN
crl-15193	244	12	l.	l.	PROPN
crl-15193	244	13	tatham	tatham	PROPN
crl-15193	244	14	,	,	PUNCT
crl-15193	244	15	and	and	CCONJ
crl-15193	244	16	william	william	PROPN
crl-15193	244	17	c.	c.	PROPN
crl-15193	244	18	black	black	PROPN
crl-15193	244	19	,	,	PUNCT
crl-15193	244	20	multivari­	multivari­	PROPN
crl-15193	244	21	ate	eat	VERB
crl-15193	244	22	data	datum	NOUN
crl-15193	244	23	analysis	analysis	NOUN
crl-15193	244	24	with	with	ADP
crl-15193	244	25	readings	reading	NOUN
crl-15193	244	26	,	,	PUNCT
crl-15193	244	27	6th	6th	ADJ
crl-15193	244	28	ed	ed	NOUN
crl-15193	244	29	.	.	PUNCT
crl-15193	245	1	(	(	PUNCT
crl-15193	245	2	new	new	PROPN
crl-15193	245	3	york	york	PROPN
crl-15193	245	4	:	:	PUNCT
crl-15193	245	5	macmillan	macmillan	PROPN
crl-15193	245	6	,	,	PUNCT
crl-15193	245	7	1992	1992	NUM
crl-15193	245	8	)	)	PUNCT
crl-15193	245	9	.	.	PUNCT
crl-15193	246	1	30	30	NUM
crl-15193	246	2	.	.	X
crl-15193	246	3	parasuraman	parasuraman	NOUN
crl-15193	246	4	,	,	PUNCT
crl-15193	246	5	berry	berry	NOUN
crl-15193	246	6	,	,	PUNCT
crl-15193	246	7	and	and	CCONJ
crl-15193	246	8	zeithaml	zeithaml	PROPN
crl-15193	246	9	,	,	PUNCT
crl-15193	246	10	“	"	PUNCT
crl-15193	246	11	refinement	refinement	NOUN
crl-15193	246	12	and	and	CCONJ
crl-15193	246	13	reassessment	reassessment	NOUN
crl-15193	246	14	of	of	ADP
crl-15193	246	15	the	the	DET
crl-15193	246	16	servqual	servqual	ADJ
crl-15193	246	17	scale	scale	NOUN
crl-15193	246	18	,	,	PUNCT
crl-15193	246	19	”	"	PUNCT
crl-15193	246	20	420–50	420–50	NOUN
crl-15193	246	21	.	.	PUNCT
crl-15193	247	1	31	31	NUM
crl-15193	247	2	.	.	PUNCT
crl-15193	248	1	robert	robert	PROPN
crl-15193	248	2	s.	s.	PROPN
crl-15193	248	3	billings	billings	PROPN
crl-15193	248	4	,	,	PUNCT
crl-15193	248	5	and	and	CCONJ
crl-15193	248	6	steve	steve	PROPN
crl-15193	248	7	p.	p.	PROPN
crl-15193	248	8	wroten	wroten	PROPN
crl-15193	248	9	,	,	PUNCT
crl-15193	248	10	“	"	PUNCT
crl-15193	248	11	use	use	NOUN
crl-15193	248	12	of	of	ADP
crl-15193	248	13	path	path	NOUN
crl-15193	248	14	analysis	analysis	NOUN
crl-15193	248	15	in	in	ADP
crl-15193	248	16	industrial	industrial	ADJ
crl-15193	248	17	/	/	SYM
crl-15193	248	18	organiza­	organiza­	CCONJ
crl-15193	248	19	tional	tional	ADJ
crl-15193	248	20	psychology	psychology	NOUN
crl-15193	248	21	:	:	PUNCT
crl-15193	248	22	criticisms	criticism	NOUN
crl-15193	248	23	and	and	CCONJ
crl-15193	248	24	suggestions	suggestion	NOUN
crl-15193	248	25	,	,	PUNCT
crl-15193	248	26	”	"	PUNCT
crl-15193	248	27	journal	journal	NOUN
crl-15193	248	28	of	of	ADP
crl-15193	248	29	applied	apply	VERB
crl-15193	248	30	psychology	psychology	NOUN
crl-15193	248	31	63	63	NUM
crl-15193	248	32	(	(	PUNCT
crl-15193	248	33	1978	1978	NUM
crl-15193	248	34	):	):	PUNCT
crl-15193	248	35	677–88	677–88	NUM
crl-15193	248	36	.	.	PUNCT
crl-15193	249	1	32	32	NUM
crl-15193	249	2	.	.	PUNCT
crl-15193	250	1	william	william	PROPN
crl-15193	250	2	a.	a.	PROPN
crl-15193	250	3	katz	katz	PROPN
crl-15193	250	4	,	,	PUNCT
crl-15193	250	5	introduction	introduction	NOUN
crl-15193	250	6	to	to	PART
crl-15193	250	7	reference	reference	NOUN
crl-15193	250	8	work	work	NOUN
crl-15193	250	9	,	,	PUNCT
crl-15193	250	10	vol	vol	NOUN
crl-15193	250	11	.	.	PROPN
crl-15193	250	12	2	2	NUM
crl-15193	250	13	of	of	ADP
crl-15193	250	14	reference	reference	NOUN
crl-15193	250	15	services	service	NOUN
crl-15193	250	16	and	and	CCONJ
crl-15193	250	17	processes	process	NOUN
crl-15193	250	18	,	,	PUNCT
crl-15193	250	19	6th	6th	ADJ
crl-15193	250	20	ed	ed	NOUN
crl-15193	250	21	.	.	PUNCT
crl-15193	251	1	(	(	PUNCT
crl-15193	251	2	new	new	PROPN
crl-15193	251	3	york	york	PROPN
crl-15193	251	4	:	:	PUNCT
crl-15193	251	5	mcgraw	mcgraw	PROPN
crl-15193	251	6	-	-	PUNCT
crl-15193	251	7	hill	hill	NOUN
crl-15193	251	8	,	,	PUNCT
crl-15193	251	9	1992	1992	NUM
crl-15193	251	10	)	)	PUNCT
crl-15193	251	11	.	.	PUNCT