id	sid	tid	token	lemma	pos
crl-15460	1	1	robbins.p65	robbins.p65	PROPN
crl-15460	1	2	348	348	NUM
crl-15460	1	3	college	college	PROPN
crl-15460	1	4	&	&	CCONJ
crl-15460	1	5	research	research	PROPN
crl-15460	1	6	libraries	library	NOUN
crl-15460	1	7	july	july	PROPN
crl-15460	1	8	2001	2001	NUM
crl-15460	1	9	benchmarking	benchmarking	NOUN
crl-15460	1	10	reference	reference	NOUN
crl-15460	1	11	desk	desk	NOUN
crl-15460	1	12	service	service	NOUN
crl-15460	1	13	in	in	ADP
crl-15460	1	14	academic	academic	ADJ
crl-15460	1	15	health	health	NOUN
crl-15460	1	16	science	science	NOUN
crl-15460	1	17	libraries	library	NOUN
crl-15460	1	18	:	:	PUNCT
crl-15460	1	19	a	a	DET
crl-15460	1	20	preliminary	preliminary	ADJ
crl-15460	1	21	survey	survey	NOUN
crl-15460	1	22	kathryn	kathryn	PROPN
crl-15460	1	23	robbins	robbins	PROPN
crl-15460	1	24	and	and	CCONJ
crl-15460	1	25	kathleen	kathleen	PROPN
crl-15460	1	26	daniels	daniels	PROPN
crl-15460	2	1	this	this	DET
crl-15460	2	2	preliminary	preliminary	ADJ
crl-15460	2	3	study	study	NOUN
crl-15460	2	4	was	be	AUX
crl-15460	2	5	designed	design	VERB
crl-15460	2	6	to	to	PART
crl-15460	2	7	benchmark	benchmark	VERB
crl-15460	2	8	patron	patron	ADJ
crl-15460	2	9	perceptions	perception	NOUN
crl-15460	2	10	of	of	ADP
crl-15460	2	11	reference	reference	NOUN
crl-15460	2	12	desk	desk	NOUN
crl-15460	2	13	services	service	NOUN
crl-15460	2	14	at	at	ADP
crl-15460	2	15	academic	academic	ADJ
crl-15460	2	16	health	health	NOUN
crl-15460	2	17	science	science	NOUN
crl-15460	2	18	libraries	library	NOUN
crl-15460	2	19	,	,	PUNCT
crl-15460	2	20	using	use	VERB
crl-15460	2	21	a	a	DET
crl-15460	2	22	standard	standard	ADJ
crl-15460	2	23	questionnaire	questionnaire	NOUN
crl-15460	2	24	.	.	PUNCT
crl-15460	3	1	patron	patron	PROPN
crl-15460	3	2	responses	response	NOUN
crl-15460	3	3	were	be	AUX
crl-15460	3	4	compared	compare	VERB
crl-15460	3	5	to	to	PART
crl-15460	3	6	determine	determine	VERB
crl-15460	3	7	the	the	DET
crl-15460	3	8	library	library	NOUN
crl-15460	3	9	that	that	PRON
crl-15460	3	10	provided	provide	VERB
crl-15460	3	11	the	the	DET
crl-15460	3	12	highest	high	ADJ
crl-15460	3	13	-	-	PUNCT
crl-15460	3	14	quality	quality	NOUN
crl-15460	3	15	service	service	NOUN
crl-15460	3	16	overall	overall	ADJ
crl-15460	3	17	and	and	CCONJ
crl-15460	3	18	along	along	ADP
crl-15460	3	19	five	five	NUM
crl-15460	3	20	service	service	NOUN
crl-15460	3	21	dimensions	dimension	NOUN
crl-15460	3	22	.	.	PUNCT
crl-15460	4	1	all	all	DET
crl-15460	4	2	libraries	library	NOUN
crl-15460	4	3	were	be	AUX
crl-15460	4	4	rated	rate	VERB
crl-15460	4	5	very	very	ADV
crl-15460	4	6	favorably	favorably	ADV
crl-15460	4	7	by	by	ADP
crl-15460	4	8	those	those	PRON
crl-15460	4	9	surveyed	survey	VERB
crl-15460	4	10	,	,	PUNCT
crl-15460	4	11	but	but	CCONJ
crl-15460	4	12	none	none	NOUN
crl-15460	4	13	rated	rate	VERB
crl-15460	4	14	significantly	significantly	ADV
crl-15460	4	15	higher	high	ADJ
crl-15460	4	16	than	than	ADP
crl-15460	4	17	the	the	DET
crl-15460	4	18	others	other	NOUN
crl-15460	4	19	except	except	SCONJ
crl-15460	4	20	in	in	ADP
crl-15460	4	21	facility	facility	NOUN
crl-15460	4	22	appearance	appearance	NOUN
crl-15460	4	23	.	.	PUNCT
crl-15460	5	1	because	because	SCONJ
crl-15460	5	2	the	the	DET
crl-15460	5	3	study	study	NOUN
crl-15460	5	4	revealed	reveal	VERB
crl-15460	5	5	no	no	DET
crl-15460	5	6	other	other	ADJ
crl-15460	5	7	service	service	NOUN
crl-15460	5	8	quality	quality	NOUN
crl-15460	5	9	differences	difference	NOUN
crl-15460	5	10	,	,	PUNCT
crl-15460	5	11	the	the	DET
crl-15460	5	12	results	result	NOUN
crl-15460	5	13	could	could	AUX
crl-15460	5	14	not	not	PART
crl-15460	5	15	be	be	AUX
crl-15460	5	16	used	use	VERB
crl-15460	5	17	to	to	PART
crl-15460	5	18	improve	improve	VERB
crl-15460	5	19	services	service	NOUN
crl-15460	5	20	at	at	ADP
crl-15460	5	21	any	any	DET
crl-15460	5	22	single	single	ADJ
crl-15460	5	23	library	library	NOUN
crl-15460	5	24	.	.	PUNCT
crl-15460	6	1	however	however	ADV
crl-15460	6	2	,	,	PUNCT
crl-15460	6	3	the	the	DET
crl-15460	6	4	preliminary	preliminary	ADJ
crl-15460	6	5	results	result	NOUN
crl-15460	6	6	could	could	AUX
crl-15460	6	7	be	be	AUX
crl-15460	6	8	useful	useful	ADJ
crl-15460	6	9	in	in	ADP
crl-15460	6	10	plan­	plan­	PROPN
crl-15460	6	11	ning	ne	VERB
crl-15460	6	12	future	future	ADJ
crl-15460	6	13	benchmarking	benchmarke	VERB
crl-15460	6	14	strategies	strategy	NOUN
crl-15460	6	15	.	.	PUNCT
crl-15460	7	1	roviding	rovide	VERB
crl-15460	7	2	the	the	DET
crl-15460	7	3	best	good	ADJ
crl-15460	7	4	service	service	NOUN
crl-15460	7	5	to	to	ADP
crl-15460	7	6	patrons	patron	NOUN
crl-15460	7	7	is	be	AUX
crl-15460	7	8	a	a	DET
crl-15460	7	9	worthy	worthy	ADJ
crl-15460	7	10	goal	goal	NOUN
crl-15460	7	11	for	for	ADP
crl-15460	7	12	any	any	DET
crl-15460	7	13	reference	reference	NOUN
crl-15460	7	14	desk	desk	NOUN
crl-15460	7	15	staff	staff	NOUN
crl-15460	7	16	,	,	PUNCT
crl-15460	7	17	but	but	CCONJ
crl-15460	7	18	how	how	SCONJ
crl-15460	7	19	can	can	AUX
crl-15460	7	20	we	we	PRON
crl-15460	7	21	know	know	VERB
crl-15460	7	22	what	what	PRON
crl-15460	7	23	con­	con­	NOUN
crl-15460	7	24	stitutes	stitute	VERB
crl-15460	7	25	the	the	DET
crl-15460	7	26	best	good	ADJ
crl-15460	7	27	service	service	NOUN
crl-15460	7	28	?	?	PUNCT
crl-15460	8	1	are	be	AUX
crl-15460	8	2	there	there	PRON
crl-15460	8	3	objec­	objec­	ADJ
crl-15460	8	4	tive	tive	NOUN
crl-15460	8	5	measures	measure	NOUN
crl-15460	8	6	that	that	PRON
crl-15460	8	7	can	can	AUX
crl-15460	8	8	be	be	AUX
crl-15460	8	9	made	make	VERB
crl-15460	8	10	?	?	PUNCT
crl-15460	9	1	are	be	AUX
crl-15460	9	2	li­	li­	PROPN
crl-15460	9	3	brary	brary	PROPN
crl-15460	9	4	patrons	patron	NOUN
crl-15460	9	5	or	or	CCONJ
crl-15460	9	6	staff	staff	NOUN
crl-15460	9	7	able	able	ADJ
crl-15460	9	8	to	to	PART
crl-15460	9	9	determine	determine	VERB
crl-15460	9	10	what	what	PRON
crl-15460	9	11	is	be	AUX
crl-15460	9	12	best	good	ADJ
crl-15460	9	13	service	service	NOUN
crl-15460	9	14	?	?	PUNCT
crl-15460	10	1	how	how	SCONJ
crl-15460	10	2	is	be	AUX
crl-15460	10	3	“	"	PUNCT
crl-15460	10	4	service	service	NOUN
crl-15460	10	5	”	"	PUNCT
crl-15460	10	6	defined	define	VERB
crl-15460	10	7	and	and	CCONJ
crl-15460	10	8	measured	measure	VERB
crl-15460	10	9	,	,	PUNCT
crl-15460	10	10	and	and	CCONJ
crl-15460	10	11	what	what	PRON
crl-15460	10	12	consti­	consti­	X
crl-15460	10	13	tutes	tute	NOUN
crl-15460	10	14	“	"	PUNCT
crl-15460	10	15	the	the	DET
crl-15460	10	16	best	good	ADJ
crl-15460	10	17	”	"	PUNCT
crl-15460	10	18	?	?	PUNCT
crl-15460	11	1	these	these	PRON
crl-15460	11	2	and	and	CCONJ
crl-15460	11	3	related	related	ADJ
crl-15460	11	4	questions	question	NOUN
crl-15460	11	5	have	have	AUX
crl-15460	11	6	been	be	AUX
crl-15460	11	7	asked	ask	VERB
crl-15460	11	8	by	by	ADP
crl-15460	11	9	many	many	ADJ
crl-15460	11	10	librarians	librarian	NOUN
crl-15460	11	11	,	,	PUNCT
crl-15460	11	12	and	and	CCONJ
crl-15460	11	13	research­	research­	ADJ
crl-15460	11	14	ers	er	NOUN
crl-15460	11	15	have	have	AUX
crl-15460	11	16	documented	document	VERB
crl-15460	11	17	numerous	numerous	ADJ
crl-15460	11	18	factors	factor	NOUN
crl-15460	11	19	that	that	PRON
crl-15460	11	20	influence	influence	NOUN
crl-15460	11	21	service	service	NOUN
crl-15460	11	22	quality	quality	NOUN
crl-15460	11	23	.	.	PUNCT
crl-15460	12	1	a	a	DET
crl-15460	12	2	1998	1998	NUM
crl-15460	12	3	pub­	pub­	NOUN
crl-15460	12	4	lication	lication	NOUN
crl-15460	12	5	by	by	ADP
crl-15460	12	6	peter	peter	PROPN
crl-15460	12	7	hernon	hernon	PROPN
crl-15460	12	8	and	and	CCONJ
crl-15460	12	9	ellen	ellen	PROPN
crl-15460	12	10	altman	altman	PROPN
crl-15460	12	11	provided	provide	VERB
crl-15460	12	12	thorough	thorough	ADJ
crl-15460	12	13	background	background	NOUN
crl-15460	12	14	information	information	NOUN
crl-15460	12	15	on	on	ADP
crl-15460	12	16	assessing	assess	VERB
crl-15460	12	17	service	service	NOUN
crl-15460	12	18	quality	quality	NOUN
crl-15460	12	19	in	in	ADP
crl-15460	12	20	libraries	library	NOUN
crl-15460	12	21	using	use	VERB
crl-15460	12	22	a	a	DET
crl-15460	12	23	variety	variety	NOUN
crl-15460	12	24	of	of	ADP
crl-15460	12	25	methods.1	methods.1	PROPN
crl-15460	12	26	charles	charles	PROPN
crl-15460	12	27	a.	a.	PROPN
crl-15460	12	28	bunge	bunge	PROPN
crl-15460	12	29	,	,	PUNCT
crl-15460	12	30	as	as	ADV
crl-15460	12	31	well	well	ADV
crl-15460	12	32	as	as	ADP
crl-15460	12	33	john	john	PROPN
crl-15460	12	34	c.	c.	PROPN
crl-15460	12	35	stalker	stalker	NOUN
crl-15460	12	36	and	and	CCONJ
crl-15460	12	37	marjorie	marjorie	PROPN
crl-15460	12	38	e.	e.	PROPN
crl-15460	12	39	murfin	murfin	PROPN
crl-15460	12	40	,	,	PUNCT
crl-15460	12	41	described	describe	VERB
crl-15460	12	42	the	the	DET
crl-15460	12	43	wisconsin	wisconsin	PROPN
crl-15460	12	44	–	–	PUNCT
crl-15460	12	45	ohio	ohio	PROPN
crl-15460	12	46	reference	reference	NOUN
crl-15460	12	47	evaluation	evaluation	NOUN
crl-15460	12	48	program	program	NOUN
crl-15460	12	49	,	,	PUNCT
crl-15460	12	50	which	which	PRON
crl-15460	12	51	compares	compare	VERB
crl-15460	12	52	librarians	librarian	NOUN
crl-15460	12	53	’	'	PUNCT
crl-15460	12	54	and	and	CCONJ
crl-15460	12	55	patrons	patron	NOUN
crl-15460	12	56	’	'	PUNCT
crl-15460	12	57	perceptions	perception	NOUN
crl-15460	12	58	of	of	ADP
crl-15460	12	59	the	the	DET
crl-15460	12	60	same	same	ADJ
crl-15460	12	61	reference	reference	NOUN
crl-15460	12	62	transactions	transaction	NOUN
crl-15460	12	63	and	and	CCONJ
crl-15460	12	64	points	point	VERB
crl-15460	12	65	out	out	ADP
crl-15460	12	66	the	the	DET
crl-15460	12	67	strengths	strength	NOUN
crl-15460	12	68	and	and	CCONJ
crl-15460	12	69	weaknesses	weakness	NOUN
crl-15460	12	70	of	of	ADP
crl-15460	12	71	both	both	DET
crl-15460	12	72	sets	set	NOUN
crl-15460	12	73	of	of	ADP
crl-15460	12	74	percep­	percep­	DET
crl-15460	12	75	tions.2	tions.2	NOUN
crl-15460	12	76	,	,	PUNCT
crl-15460	12	77	3	3	NUM
crl-15460	12	78	jennifer	jennifer	PROPN
crl-15460	12	79	mendelsohn	mendelsohn	PROPN
crl-15460	12	80	reported	report	VERB
crl-15460	12	81	on	on	ADP
crl-15460	12	82	a	a	DET
crl-15460	12	83	study	study	NOUN
crl-15460	12	84	designed	design	VERB
crl-15460	12	85	to	to	PART
crl-15460	12	86	better	well	ADV
crl-15460	12	87	understand	understand	VERB
crl-15460	12	88	what	what	PRON
crl-15460	12	89	constitutes	constitute	VERB
crl-15460	12	90	reference	reference	NOUN
crl-15460	12	91	service	service	NOUN
crl-15460	12	92	qual­	qual­	PROPN
crl-15460	12	93	ity	ity	PROPN
crl-15460	12	94	by	by	ADP
crl-15460	12	95	interviewing	interview	VERB
crl-15460	12	96	reference	reference	NOUN
crl-15460	12	97	staff	staff	NOUN
crl-15460	12	98	and	and	CCONJ
crl-15460	12	99	patrons.4	patrons.4	PROPN
crl-15460	12	100	other	other	ADJ
crl-15460	12	101	researchers	researcher	NOUN
crl-15460	12	102	have	have	AUX
crl-15460	12	103	relied	rely	VERB
crl-15460	12	104	solely	solely	ADV
crl-15460	12	105	on	on	ADP
crl-15460	12	106	patron	patron	ADJ
crl-15460	12	107	perceptions	perception	NOUN
crl-15460	12	108	and	and	CCONJ
crl-15460	12	109	opin­	opin­	NOUN
crl-15460	12	110	ions	ion	NOUN
crl-15460	12	111	,	,	PUNCT
crl-15460	12	112	explaining	explain	VERB
crl-15460	12	113	that	that	SCONJ
crl-15460	12	114	only	only	ADV
crl-15460	12	115	the	the	DET
crl-15460	12	116	patrons	patron	NOUN
crl-15460	12	117	know	know	VERB
crl-15460	12	118	if	if	SCONJ
crl-15460	12	119	they	they	PRON
crl-15460	12	120	have	have	AUX
crl-15460	12	121	been	be	AUX
crl-15460	12	122	satisfied	satisfied	ADJ
crl-15460	12	123	with	with	ADP
crl-15460	12	124	a	a	DET
crl-15460	12	125	service.5	service.5	NOUN
crl-15460	12	126	,	,	PUNCT
crl-15460	12	127	6	6	NUM
crl-15460	12	128	although	although	SCONJ
crl-15460	12	129	measuring	measure	VERB
crl-15460	12	130	service	service	NOUN
crl-15460	12	131	quality	quality	NOUN
crl-15460	12	132	in	in	ADP
crl-15460	12	133	a	a	DET
crl-15460	12	134	single	single	ADJ
crl-15460	12	135	library	library	NOUN
crl-15460	12	136	can	can	AUX
crl-15460	12	137	be	be	AUX
crl-15460	12	138	accomplished	accomplish	VERB
crl-15460	12	139	with	with	ADP
crl-15460	12	140	a	a	DET
crl-15460	12	141	variety	variety	NOUN
crl-15460	12	142	of	of	ADP
crl-15460	12	143	methods	method	NOUN
crl-15460	12	144	,	,	PUNCT
crl-15460	12	145	self	self	NOUN
crl-15460	12	146	-	-	PUNCT
crl-15460	12	147	assessment	assessment	NOUN
crl-15460	12	148	alone	alone	ADV
crl-15460	12	149	may	may	AUX
crl-15460	12	150	not	not	PART
crl-15460	12	151	be	be	AUX
crl-15460	12	152	very	very	ADV
crl-15460	12	153	useful	useful	ADJ
crl-15460	12	154	.	.	PUNCT
crl-15460	13	1	compar­	compar­	PROPN
crl-15460	13	2	ing	ing	ADJ
crl-15460	13	3	service	service	NOUN
crl-15460	13	4	quality	quality	NOUN
crl-15460	13	5	among	among	ADP
crl-15460	13	6	peer	peer	NOUN
crl-15460	13	7	institu­	institu­	PROPN
crl-15460	13	8	tions	tion	NOUN
crl-15460	13	9	can	can	AUX
crl-15460	13	10	help	help	VERB
crl-15460	13	11	determine	determine	VERB
crl-15460	13	12	whether	whether	SCONJ
crl-15460	13	13	it	it	PRON
crl-15460	13	14	is	be	AUX
crl-15460	13	15	the	the	DET
crl-15460	13	16	best	good	ADJ
crl-15460	13	17	possible	possible	ADJ
crl-15460	13	18	,	,	PUNCT
crl-15460	13	19	and	and	CCONJ
crl-15460	13	20	if	if	SCONJ
crl-15460	13	21	not	not	PART
crl-15460	13	22	,	,	PUNCT
crl-15460	13	23	may	may	AUX
crl-15460	13	24	indicate	indicate	VERB
crl-15460	13	25	specific	specific	ADJ
crl-15460	13	26	areas	area	NOUN
crl-15460	13	27	for	for	ADP
crl-15460	13	28	improvement	improvement	NOUN
crl-15460	13	29	.	.	PUNCT
crl-15460	14	1	in	in	ADP
crl-15460	14	2	this	this	DET
crl-15460	14	3	preliminary	preliminary	ADJ
crl-15460	14	4	study	study	NOUN
crl-15460	14	5	,	,	PUNCT
crl-15460	14	6	the	the	DET
crl-15460	14	7	authors	author	NOUN
crl-15460	14	8	used	use	VERB
crl-15460	14	9	benchmarking	benchmarking	NOUN
crl-15460	14	10	methodology	methodology	NOUN
crl-15460	14	11	as	as	ADP
crl-15460	14	12	a	a	DET
crl-15460	14	13	means	means	NOUN
crl-15460	14	14	kathryn	kathryn	PROPN
crl-15460	14	15	robbins	robbins	PROPN
crl-15460	14	16	is	be	AUX
crl-15460	14	17	head	head	NOUN
crl-15460	14	18	of	of	ADP
crl-15460	14	19	reference	reference	NOUN
crl-15460	14	20	desk	desk	NOUN
crl-15460	14	21	services	service	NOUN
crl-15460	14	22	at	at	ADP
crl-15460	14	23	the	the	DET
crl-15460	14	24	bio	bio	ADJ
crl-15460	14	25	-	-	ADJ
crl-15460	14	26	medical	medical	ADJ
crl-15460	14	27	library	library	NOUN
crl-15460	14	28	of	of	ADP
crl-15460	14	29	the	the	DET
crl-15460	14	30	university	university	PROPN
crl-15460	14	31	of	of	ADP
crl-15460	14	32	minnesota	minnesota	PROPN
crl-15460	14	33	;	;	PUNCT
crl-15460	14	34	e	e	X
crl-15460	14	35	-	-	NOUN
crl-15460	14	36	mail	mail	NOUN
crl-15460	14	37	:	:	PUNCT
crl-15460	14	38	krobbins@tc.umn.edu	krobbins@tc.umn.edu	NOUN
crl-15460	14	39	.	.	PUNCT
crl-15460	15	1	kathleen	kathleen	PROPN
crl-15460	15	2	daniels	daniels	PROPN
crl-15460	15	3	is	be	AUX
crl-15460	15	4	a	a	DET
crl-15460	15	5	reference	reference	NOUN
crl-15460	15	6	librarian	librarian	NOUN
crl-15460	15	7	and	and	CCONJ
crl-15460	15	8	instructor	instructor	NOUN
crl-15460	15	9	at	at	ADP
crl-15460	15	10	the	the	DET
crl-15460	15	11	minneapolis	minneapolis	PROPN
crl-15460	15	12	community	community	PROPN
crl-15460	15	13	and	and	CCONJ
crl-15460	15	14	technical	technical	PROPN
crl-15460	15	15	college	college	NOUN
crl-15460	15	16	library	library	NOUN
crl-15460	15	17	;	;	PUNCT
crl-15460	15	18	e	e	X
crl-15460	15	19	-	-	NOUN
crl-15460	15	20	mail	mail	NOUN
crl-15460	15	21	:	:	PUNCT
crl-15460	15	22	danielka@mctc.mnscu.edu	danielka@mctc.mnscu.edu	NOUN
crl-15460	15	23	.	.	NOUN
crl-15460	16	1	348	348	NUM
crl-15460	16	2	mailto:danielka@mctc.mnscu.edu	mailto:danielka@mctc.mnscu.edu	PROPN
crl-15460	16	3	mailto:krobbins@tc.umn.edu	mailto:krobbins@tc.umn.edu	PROPN
crl-15460	16	4	benchmarking	benchmarke	VERB
crl-15460	16	5	reference	reference	NOUN
crl-15460	16	6	desk	desk	NOUN
crl-15460	16	7	service	service	NOUN
crl-15460	16	8	in	in	ADP
crl-15460	16	9	academic	academic	ADJ
crl-15460	16	10	health	health	NOUN
crl-15460	16	11	science	science	NOUN
crl-15460	16	12	libraries	library	NOUN
crl-15460	16	13	349	349	NUM
crl-15460	16	14	of	of	ADP
crl-15460	16	15	making	make	VERB
crl-15460	16	16	reference	reference	NOUN
crl-15460	16	17	service	service	NOUN
crl-15460	16	18	quality	quality	NOUN
crl-15460	16	19	com­	com­	NOUN
crl-15460	16	20	parisons	parison	NOUN
crl-15460	16	21	among	among	ADP
crl-15460	16	22	academic	academic	ADJ
crl-15460	16	23	health	health	NOUN
crl-15460	16	24	science	science	NOUN
crl-15460	16	25	libraries	library	NOUN
crl-15460	16	26	.	.	PUNCT
crl-15460	17	1	benchmarking	benchmarke	VERB
crl-15460	17	2	has	have	AUX
crl-15460	17	3	been	be	AUX
crl-15460	17	4	used	use	VERB
crl-15460	17	5	in	in	ADP
crl-15460	17	6	busi­	busi­	PROPN
crl-15460	17	7	nesses	ness	NOUN
crl-15460	17	8	for	for	ADP
crl-15460	17	9	many	many	ADJ
crl-15460	17	10	years	year	NOUN
crl-15460	17	11	.	.	PUNCT
crl-15460	18	1	it	it	PRON
crl-15460	18	2	is	be	AUX
crl-15460	18	3	defined	define	VERB
crl-15460	18	4	as	as	ADP
crl-15460	18	5	“	"	PUNCT
crl-15460	18	6	the	the	DET
crl-15460	18	7	study	study	NOUN
crl-15460	18	8	of	of	ADP
crl-15460	18	9	a	a	DET
crl-15460	18	10	competitor	competitor	NOUN
crl-15460	18	11	’s	’s	PART
crl-15460	18	12	product	product	NOUN
crl-15460	18	13	or	or	CCONJ
crl-15460	18	14	business	business	NOUN
crl-15460	18	15	practices	practice	NOUN
crl-15460	18	16	in	in	ADP
crl-15460	18	17	order	order	NOUN
crl-15460	18	18	to	to	PART
crl-15460	18	19	improve	improve	VERB
crl-15460	18	20	the	the	DET
crl-15460	18	21	perfor­	perfor­	NOUN
crl-15460	18	22	mance	mance	NOUN
crl-15460	18	23	of	of	ADP
crl-15460	18	24	one	one	NUM
crl-15460	18	25	’s	’s	PART
crl-15460	18	26	own	own	ADJ
crl-15460	18	27	company	company	NOUN
crl-15460	18	28	.	.	PUNCT
crl-15460	18	29	”7	”7	PUNCT
crl-15460	19	1	by	by	ADP
crl-15460	19	2	deter­	deter­	PROPN
crl-15460	19	3	mining	mining	NOUN
crl-15460	19	4	what	what	PRON
crl-15460	19	5	company	company	NOUN
crl-15460	19	6	(	(	PUNCT
crl-15460	19	7	library	library	NOUN
crl-15460	19	8	)	)	PUNCT
crl-15460	19	9	provides	provide	VERB
crl-15460	19	10	the	the	DET
crl-15460	19	11	best	good	ADJ
crl-15460	19	12	service	service	NOUN
crl-15460	19	13	and	and	CCONJ
crl-15460	19	14	finding	find	VERB
crl-15460	19	15	out	out	ADP
crl-15460	19	16	how	how	SCONJ
crl-15460	19	17	that	that	DET
crl-15460	19	18	company	company	NOUN
crl-15460	19	19	provides	provide	VERB
crl-15460	19	20	services	service	NOUN
crl-15460	19	21	,	,	PUNCT
crl-15460	19	22	others	other	NOUN
crl-15460	19	23	can	can	AUX
crl-15460	19	24	adopt	adopt	VERB
crl-15460	19	25	its	its	PRON
crl-15460	19	26	best	good	ADJ
crl-15460	19	27	practices	practice	NOUN
crl-15460	19	28	and	and	CCONJ
crl-15460	19	29	thereby	thereby	ADV
crl-15460	19	30	improve	improve	VERB
crl-15460	19	31	their	their	PRON
crl-15460	19	32	services	service	NOUN
crl-15460	19	33	.	.	PUNCT
crl-15460	20	1	libraries	library	NOUN
crl-15460	20	2	have	have	AUX
crl-15460	20	3	begun	begin	VERB
crl-15460	20	4	to	to	PART
crl-15460	20	5	use	use	VERB
crl-15460	20	6	benchmarking	benchmarke	VERB
crl-15460	20	7	to	to	PART
crl-15460	20	8	improve	improve	VERB
crl-15460	20	9	collections	collection	NOUN
crl-15460	20	10	and	and	CCONJ
crl-15460	20	11	services	service	NOUN
crl-15460	20	12	.	.	PUNCT
crl-15460	21	1	thomas	thomas	PROPN
crl-15460	21	2	w.	w.	PROPN
crl-15460	21	3	shaughnessy	shaughnessy	PROPN
crl-15460	21	4	and	and	CCONJ
crl-15460	21	5	sa­	sa­	PROPN
crl-15460	21	6	rah	rah	PROPN
crl-15460	21	7	m.	m.	NOUN
crl-15460	21	8	pritchard	pritchard	PROPN
crl-15460	21	9	have	have	AUX
crl-15460	21	10	provided	provide	VERB
crl-15460	21	11	overviews	overview	NOUN
crl-15460	21	12	of	of	ADP
crl-15460	21	13	benchmarking	benchmarke	VERB
crl-15460	21	14	in	in	ADP
crl-15460	21	15	libraries.8	libraries.8	PROPN
crl-15460	21	16	,	,	PUNCT
crl-15460	21	17	9	9	NUM
crl-15460	21	18	recently	recently	ADV
crl-15460	21	19	,	,	PUNCT
crl-15460	21	20	several	several	ADJ
crl-15460	21	21	reports	report	NOUN
crl-15460	21	22	of	of	ADP
crl-15460	21	23	benchmarking	benchmarke	VERB
crl-15460	21	24	studies	study	NOUN
crl-15460	21	25	in	in	ADP
crl-15460	21	26	academic	academic	ADJ
crl-15460	21	27	libraries	library	NOUN
crl-15460	21	28	have	have	AUX
crl-15460	21	29	been	be	AUX
crl-15460	21	30	published	publish	VERB
crl-15460	21	31	that	that	PRON
crl-15460	21	32	look	look	VERB
crl-15460	21	33	at	at	ADP
crl-15460	21	34	service	service	NOUN
crl-15460	21	35	measurements	measurement	NOUN
crl-15460	21	36	such	such	ADJ
crl-15460	21	37	as	as	ADP
crl-15460	21	38	wait	wait	NOUN
crl-15460	21	39	times	time	NOUN
crl-15460	21	40	and	and	CCONJ
crl-15460	21	41	web	web	NOUN
crl-15460	21	42	site	site	NOUN
crl-15460	21	43	usage.10–12	usage.10–12	PROPN
crl-15460	21	44	suzanne	suzanne	PROPN
crl-15460	21	45	h.	h.	PROPN
crl-15460	21	46	angel	angel	NOUN
crl-15460	21	47	and	and	CCONJ
crl-15460	21	48	leslie	leslie	PROPN
crl-15460	21	49	g.	g.	PROPN
crl-15460	21	50	mackler	mackler	PROPN
crl-15460	21	51	described	describe	VERB
crl-15460	21	52	a	a	DET
crl-15460	21	53	benchmarking	benchmarke	VERB
crl-15460	21	54	survey	survey	NOUN
crl-15460	21	55	of	of	ADP
crl-15460	21	56	hospital	hospital	NOUN
crl-15460	21	57	libraries	library	NOUN
crl-15460	21	58	that	that	PRON
crl-15460	21	59	examined	examine	VERB
crl-15460	21	60	a	a	DET
crl-15460	21	61	range	range	NOUN
crl-15460	21	62	of	of	ADP
crl-15460	21	63	library	library	NOUN
crl-15460	21	64	services	service	NOUN
crl-15460	21	65	,	,	PUNCT
crl-15460	21	66	including	include	VERB
crl-15460	21	67	reference	reference	NOUN
crl-15460	21	68	performance.13	performance.13	NOUN
crl-15460	21	69	how­	how­	VERB
crl-15460	21	70	ever	ever	ADV
crl-15460	21	71	,	,	PUNCT
crl-15460	21	72	the	the	DET
crl-15460	21	73	libraries	library	NOUN
crl-15460	21	74	that	that	PRON
crl-15460	21	75	angel	angel	NOUN
crl-15460	21	76	and	and	CCONJ
crl-15460	21	77	mackler	mackler	NOUN
crl-15460	21	78	studied	study	VERB
crl-15460	21	79	did	do	AUX
crl-15460	21	80	not	not	PART
crl-15460	21	81	use	use	VERB
crl-15460	21	82	a	a	DET
crl-15460	21	83	standardized	standardized	ADJ
crl-15460	21	84	means	mean	NOUN
crl-15460	21	85	of	of	ADP
crl-15460	21	86	determining	determine	VERB
crl-15460	21	87	patron	patron	ADJ
crl-15460	21	88	satisfaction	satisfaction	NOUN
crl-15460	21	89	,	,	PUNCT
crl-15460	21	90	so	so	CCONJ
crl-15460	21	91	it	it	PRON
crl-15460	21	92	is	be	AUX
crl-15460	21	93	unclear	unclear	ADJ
crl-15460	21	94	how	how	SCONJ
crl-15460	21	95	comparable	comparable	ADJ
crl-15460	21	96	their	their	PRON
crl-15460	21	97	results	result	NOUN
crl-15460	21	98	were	be	AUX
crl-15460	21	99	.	.	PUNCT
crl-15460	22	1	joanne	joanne	PROPN
crl-15460	22	2	g.	g.	PROPN
crl-15460	22	3	marshall	marshall	PROPN
crl-15460	22	4	and	and	CCONJ
crl-15460	22	5	holly	holly	PROPN
crl-15460	22	6	shipp	shipp	PROPN
crl-15460	22	7	buchanan	buchanan	PROPN
crl-15460	22	8	discussed	discuss	VERB
crl-15460	22	9	the	the	DET
crl-15460	22	10	use	use	NOUN
crl-15460	22	11	of	of	ADP
crl-15460	22	12	a	a	DET
crl-15460	22	13	variety	variety	NOUN
crl-15460	22	14	of	of	ADP
crl-15460	22	15	instruments	instrument	NOUN
crl-15460	22	16	to	to	PART
crl-15460	22	17	benchmark	benchmark	NOUN
crl-15460	22	18	reference	reference	NOUN
crl-15460	22	19	ser­	ser­	NOUN
crl-15460	22	20	vices.14	vices.14	NOUN
crl-15460	22	21	,	,	PUNCT
crl-15460	22	22	15	15	NUM
crl-15460	22	23	one	one	NUM
crl-15460	22	24	such	such	ADJ
crl-15460	22	25	instrument	instrument	NOUN
crl-15460	22	26	is	be	AUX
crl-15460	22	27	servperf	servperf	NOUN
crl-15460	22	28	,	,	PUNCT
crl-15460	22	29	a	a	DET
crl-15460	22	30	questionnaire	questionnaire	NOUN
crl-15460	22	31	developed	develop	VERB
crl-15460	22	32	by	by	ADP
crl-15460	22	33	j.	j.	PROPN
crl-15460	22	34	joseph	joseph	PROPN
crl-15460	22	35	cronin	cronin	PROPN
crl-15460	22	36	and	and	CCONJ
crl-15460	22	37	steven	steven	PROPN
crl-15460	22	38	a.	a.	PROPN
crl-15460	22	39	taylor	taylor	PROPN
crl-15460	22	40	to	to	PART
crl-15460	22	41	improve	improve	VERB
crl-15460	22	42	servqual	servqual	ADJ
crl-15460	22	43	,	,	PUNCT
crl-15460	22	44	one	one	NUM
crl-15460	22	45	of	of	ADP
crl-15460	22	46	the	the	DET
crl-15460	22	47	classic	classic	ADJ
crl-15460	22	48	in­	in­	NOUN
crl-15460	22	49	struments	strument	NOUN
crl-15460	22	50	used	use	VERB
crl-15460	22	51	to	to	PART
crl-15460	22	52	measure	measure	VERB
crl-15460	22	53	consumer	consumer	NOUN
crl-15460	22	54	per­	per­	NOUN
crl-15460	22	55	ceptions	ception	NOUN
crl-15460	22	56	of	of	ADP
crl-15460	22	57	service	service	NOUN
crl-15460	22	58	quality.16	quality.16	PROPN
crl-15460	22	59	,	,	PUNCT
crl-15460	22	60	17	17	NUM
crl-15460	22	61	marilyn	marilyn	PROPN
crl-15460	22	62	domas	domas	X
crl-15460	22	63	white	white	PROPN
crl-15460	22	64	and	and	CCONJ
crl-15460	22	65	eileen	eileen	PROPN
crl-15460	22	66	g.	g.	PROPN
crl-15460	22	67	abels	abels	PROPN
crl-15460	22	68	com­	com­	PROPN
crl-15460	22	69	pared	pare	VERB
crl-15460	22	70	these	these	DET
crl-15460	22	71	two	two	NUM
crl-15460	22	72	instruments	instrument	NOUN
crl-15460	22	73	as	as	ADP
crl-15460	22	74	tools	tool	NOUN
crl-15460	22	75	for	for	ADP
crl-15460	22	76	assessing	assess	VERB
crl-15460	22	77	service	service	NOUN
crl-15460	22	78	quality	quality	NOUN
crl-15460	22	79	and	and	CCONJ
crl-15460	22	80	concluded	conclude	VERB
crl-15460	22	81	that	that	SCONJ
crl-15460	22	82	both	both	PRON
crl-15460	22	83	have	have	VERB
crl-15460	22	84	promise	promise	NOUN
crl-15460	22	85	for	for	ADP
crl-15460	22	86	use	use	NOUN
crl-15460	22	87	in	in	ADP
crl-15460	22	88	special	special	ADJ
crl-15460	22	89	librar­	librar­	PROPN
crl-15460	22	90	ies.18	ies.18	AUX
crl-15460	22	91	neither	neither	DET
crl-15460	22	92	instrument	instrument	NOUN
crl-15460	22	93	has	have	AUX
crl-15460	22	94	been	be	AUX
crl-15460	22	95	used	use	VERB
crl-15460	22	96	to	to	PART
crl-15460	22	97	survey	survey	VERB
crl-15460	22	98	reference	reference	NOUN
crl-15460	22	99	services	service	NOUN
crl-15460	22	100	in	in	ADP
crl-15460	22	101	academic	academic	PROPN
crl-15460	22	102	librar­	librar­	PROPN
crl-15460	22	103	ies	ie	NOUN
crl-15460	22	104	,	,	PUNCT
crl-15460	22	105	although	although	SCONJ
crl-15460	22	106	syed	syed	ADJ
crl-15460	22	107	saad	saad	PROPN
crl-15460	22	108	andaleeb	andaleeb	PROPN
crl-15460	22	109	and	and	CCONJ
crl-15460	22	110	pa­	pa­	ADJ
crl-15460	22	111	tience	tience	NOUN
crl-15460	22	112	l.	l.	PROPN
crl-15460	22	113	simmonds	simmonds	PROPN
crl-15460	22	114	used	use	VERB
crl-15460	22	115	a	a	DET
crl-15460	22	116	modified	modified	ADJ
crl-15460	22	117	ver­	ver­	NOUN
crl-15460	22	118	sion	sion	NOUN
crl-15460	22	119	of	of	ADP
crl-15460	22	120	servqual	servqual	ADJ
crl-15460	22	121	to	to	PART
crl-15460	22	122	evaluate	evaluate	VERB
crl-15460	22	123	user	user	NOUN
crl-15460	22	124	satis­	satis­	ADJ
crl-15460	22	125	faction	faction	NOUN
crl-15460	22	126	with	with	ADP
crl-15460	22	127	general	general	ADJ
crl-15460	22	128	aspects	aspect	NOUN
crl-15460	22	129	of	of	ADP
crl-15460	22	130	academic	academic	ADJ
crl-15460	22	131	li­	li­	PROPN
crl-15460	22	132	brary	brary	PROPN
crl-15460	22	133	services.19	services.19	PROPN
crl-15460	22	134	this	this	DET
crl-15460	22	135	preliminary	preliminary	ADJ
crl-15460	22	136	study	study	NOUN
crl-15460	22	137	sought	seek	VERB
crl-15460	22	138	to	to	PART
crl-15460	22	139	an­	an­	AUX
crl-15460	22	140	swer	swer	VERB
crl-15460	22	141	the	the	DET
crl-15460	22	142	following	follow	VERB
crl-15460	22	143	three	three	NUM
crl-15460	22	144	main	main	ADJ
crl-15460	22	145	questions	question	NOUN
crl-15460	22	146	:	:	PUNCT
crl-15460	22	147	1	1	X
crl-15460	22	148	.	.	X
crl-15460	22	149	is	be	AUX
crl-15460	22	150	it	it	PRON
crl-15460	22	151	feasible	feasible	ADJ
crl-15460	22	152	to	to	PART
crl-15460	22	153	conduct	conduct	VERB
crl-15460	22	154	a	a	DET
crl-15460	22	155	lengthy	lengthy	ADJ
crl-15460	22	156	and	and	CCONJ
crl-15460	22	157	somewhat	somewhat	ADV
crl-15460	22	158	complex	complex	ADJ
crl-15460	22	159	survey	survey	NOUN
crl-15460	22	160	in	in	ADP
crl-15460	22	161	a	a	DET
crl-15460	22	162	standard­	standard­	NOUN
crl-15460	22	163	ized	ized	ADJ
crl-15460	22	164	manner	manner	NOUN
crl-15460	22	165	at	at	ADP
crl-15460	22	166	several	several	ADJ
crl-15460	22	167	geographically	geographically	ADV
crl-15460	22	168	separated	separate	VERB
crl-15460	22	169	libraries	library	NOUN
crl-15460	22	170	?	?	PUNCT
crl-15460	23	1	many	many	ADJ
crl-15460	23	2	elements	element	NOUN
crl-15460	23	3	must	must	AUX
crl-15460	23	4	coincide	coincide	VERB
crl-15460	23	5	for	for	ADP
crl-15460	23	6	a	a	DET
crl-15460	23	7	multi	multi	ADJ
crl-15460	23	8	-	-	ADJ
crl-15460	23	9	institutional	institutional	ADJ
crl-15460	23	10	undertaking	undertaking	NOUN
crl-15460	23	11	to	to	PART
crl-15460	23	12	be	be	AUX
crl-15460	23	13	suc­	suc­	NOUN
crl-15460	23	14	cessful	cessful	ADJ
crl-15460	23	15	.	.	PUNCT
crl-15460	24	1	administrator	administrator	NOUN
crl-15460	24	2	approval	approval	NOUN
crl-15460	24	3	,	,	PUNCT
crl-15460	24	4	staff	staff	NOUN
crl-15460	24	5	sup­	sup­	NOUN
crl-15460	24	6	port	port	NOUN
crl-15460	24	7	and	and	CCONJ
crl-15460	24	8	follow	follow	VERB
crl-15460	24	9	-	-	PUNCT
crl-15460	24	10	through	through	NOUN
crl-15460	24	11	,	,	PUNCT
crl-15460	24	12	and	and	CCONJ
crl-15460	24	13	patron	patron	NOUN
crl-15460	24	14	co­	co­	NOUN
crl-15460	24	15	operation	operation	NOUN
crl-15460	24	16	are	be	AUX
crl-15460	24	17	necessary	necessary	ADJ
crl-15460	24	18	but	but	CCONJ
crl-15460	24	19	can	can	AUX
crl-15460	24	20	be	be	AUX
crl-15460	24	21	diffi­	diffi­	PROPN
crl-15460	24	22	cult	cult	NOUN
crl-15460	24	23	to	to	PART
crl-15460	24	24	achieve	achieve	VERB
crl-15460	24	25	,	,	PUNCT
crl-15460	24	26	especially	especially	ADV
crl-15460	24	27	from	from	ADP
crl-15460	24	28	a	a	DET
crl-15460	24	29	distance	distance	NOUN
crl-15460	24	30	.	.	PUNCT
crl-15460	25	1	the	the	DET
crl-15460	25	2	authors	author	NOUN
crl-15460	25	3	wanted	want	VERB
crl-15460	25	4	to	to	PART
crl-15460	25	5	determine	determine	VERB
crl-15460	25	6	whether	whether	SCONJ
crl-15460	25	7	this	this	PRON
crl-15460	25	8	could	could	AUX
crl-15460	25	9	be	be	AUX
crl-15460	25	10	done	do	VERB
crl-15460	25	11	using	use	VERB
crl-15460	25	12	only	only	ADV
crl-15460	25	13	existing	exist	VERB
crl-15460	25	14	staff	staff	NOUN
crl-15460	25	15	levels	level	NOUN
crl-15460	25	16	(	(	PUNCT
crl-15460	25	17	i.e.	i.e.	X
crl-15460	25	18	,	,	PUNCT
crl-15460	25	19	without	without	ADP
crl-15460	25	20	contract­	contract­	PROPN
crl-15460	25	21	ing	ing	NOUN
crl-15460	25	22	with	with	ADP
crl-15460	25	23	a	a	DET
crl-15460	25	24	third	third	ADJ
crl-15460	25	25	party	party	NOUN
crl-15460	25	26	to	to	PART
crl-15460	25	27	conduct	conduct	VERB
crl-15460	25	28	the	the	DET
crl-15460	25	29	sur­	sur­	ADJ
crl-15460	25	30	vey	vey	NOUN
crl-15460	25	31	)	)	PUNCT
crl-15460	25	32	and	and	CCONJ
crl-15460	25	33	still	still	ADV
crl-15460	25	34	accomplish	accomplish	VERB
crl-15460	25	35	a	a	DET
crl-15460	25	36	satisfactory	satisfactory	ADJ
crl-15460	25	37	outcome	outcome	NOUN
crl-15460	25	38	.	.	PUNCT
crl-15460	26	1	2	2	X
crl-15460	26	2	.	.	X
crl-15460	26	3	do	do	AUX
crl-15460	26	4	the	the	DET
crl-15460	26	5	academic	academic	ADJ
crl-15460	26	6	health	health	NOUN
crl-15460	26	7	science	science	NOUN
crl-15460	26	8	li­	li­	PROPN
crl-15460	26	9	braries	brarie	NOUN
crl-15460	26	10	participating	participate	VERB
crl-15460	26	11	in	in	ADP
crl-15460	26	12	this	this	DET
crl-15460	26	13	study	study	NOUN
crl-15460	26	14	differ	differ	VERB
crl-15460	26	15	in	in	ADP
crl-15460	26	16	patron	patron	ADJ
crl-15460	26	17	satisfaction	satisfaction	NOUN
crl-15460	26	18	with	with	ADP
crl-15460	26	19	reference	reference	NOUN
crl-15460	26	20	ser­	ser­	NOUN
crl-15460	26	21	vices	vice	NOUN
crl-15460	26	22	?	?	PUNCT
crl-15460	27	1	3	3	X
crl-15460	27	2	.	.	X
crl-15460	28	1	if	if	SCONJ
crl-15460	28	2	so	so	ADV
crl-15460	28	3	,	,	PUNCT
crl-15460	28	4	can	can	AUX
crl-15460	28	5	these	these	DET
crl-15460	28	6	observed	observed	ADJ
crl-15460	28	7	differences	difference	NOUN
crl-15460	28	8	be	be	AUX
crl-15460	28	9	used	use	VERB
crl-15460	28	10	to	to	PART
crl-15460	28	11	improve	improve	VERB
crl-15460	28	12	reference	reference	NOUN
crl-15460	28	13	services	service	NOUN
crl-15460	28	14	at	at	ADP
crl-15460	28	15	individual	individual	ADJ
crl-15460	28	16	libraries	library	NOUN
crl-15460	28	17	?	?	PUNCT
crl-15460	29	1	question	question	NOUN
crl-15460	29	2	2	2	NUM
crl-15460	29	3	is	be	AUX
crl-15460	29	4	essentially	essentially	ADV
crl-15460	29	5	a	a	DET
crl-15460	29	6	rewording	rewording	NOUN
crl-15460	29	7	of	of	ADP
crl-15460	29	8	the	the	DET
crl-15460	29	9	null	null	ADJ
crl-15460	29	10	hypothesis	hypothesis	NOUN
crl-15460	29	11	for	for	ADP
crl-15460	29	12	this	this	DET
crl-15460	29	13	study	study	NOUN
crl-15460	29	14	,	,	PUNCT
crl-15460	29	15	which	which	PRON
crl-15460	29	16	is	be	AUX
crl-15460	29	17	that	that	SCONJ
crl-15460	29	18	there	there	PRON
crl-15460	29	19	is	be	VERB
crl-15460	29	20	no	no	DET
crl-15460	29	21	difference	difference	NOUN
crl-15460	29	22	among	among	ADP
crl-15460	29	23	the	the	DET
crl-15460	29	24	participating	participate	VERB
crl-15460	29	25	libraries	library	NOUN
crl-15460	29	26	.	.	PUNCT
crl-15460	30	1	the	the	DET
crl-15460	30	2	authors	author	NOUN
crl-15460	30	3	hoped	hope	VERB
crl-15460	30	4	to	to	PART
crl-15460	30	5	find	find	VERB
crl-15460	30	6	sufficient	sufficient	ADJ
crl-15460	30	7	evidence	evidence	NOUN
crl-15460	30	8	to	to	PART
crl-15460	30	9	re­	re­	AUX
crl-15460	30	10	ject	ject	VERB
crl-15460	30	11	the	the	DET
crl-15460	30	12	null	null	ADJ
crl-15460	30	13	hypothesis	hypothesis	NOUN
crl-15460	30	14	and	and	CCONJ
crl-15460	30	15	then	then	ADV
crl-15460	30	16	apply	apply	VERB
crl-15460	30	17	their	their	PRON
crl-15460	30	18	findings	finding	NOUN
crl-15460	30	19	to	to	PART
crl-15460	30	20	improve	improve	VERB
crl-15460	30	21	reference	reference	NOUN
crl-15460	30	22	ser­	ser­	NOUN
crl-15460	30	23	vice	vice	NOUN
crl-15460	30	24	,	,	PUNCT
crl-15460	30	25	at	at	ADP
crl-15460	30	26	least	least	ADJ
crl-15460	30	27	at	at	ADP
crl-15460	30	28	the	the	DET
crl-15460	30	29	university	university	NOUN
crl-15460	30	30	of	of	ADP
crl-15460	30	31	minne­	minne­	NOUN
crl-15460	30	32	sota	sota	NOUN
crl-15460	30	33	.	.	PUNCT
crl-15460	31	1	thus	thus	ADV
crl-15460	31	2	,	,	PUNCT
crl-15460	31	3	they	they	PRON
crl-15460	31	4	focused	focus	VERB
crl-15460	31	5	their	their	PRON
crl-15460	31	6	effort	effort	NOUN
crl-15460	31	7	on	on	ADP
crl-15460	31	8	measures	measure	NOUN
crl-15460	31	9	indicating	indicate	VERB
crl-15460	31	10	user	user	NOUN
crl-15460	31	11	satisfaction	satisfaction	NOUN
crl-15460	31	12	with	with	ADP
crl-15460	31	13	existing	exist	VERB
crl-15460	31	14	reference	reference	NOUN
crl-15460	31	15	services	service	NOUN
crl-15460	31	16	.	.	PUNCT
crl-15460	32	1	methodology	methodology	NOUN
crl-15460	32	2	the	the	DET
crl-15460	32	3	perceived	perceive	VERB
crl-15460	32	4	quality	quality	NOUN
crl-15460	32	5	of	of	ADP
crl-15460	32	6	reference	reference	NOUN
crl-15460	32	7	desk	desk	NOUN
crl-15460	32	8	service	service	NOUN
crl-15460	32	9	at	at	ADP
crl-15460	32	10	five	five	NUM
crl-15460	32	11	academic	academic	ADJ
crl-15460	32	12	health	health	NOUN
crl-15460	32	13	science	science	NOUN
crl-15460	32	14	li­	li­	PROPN
crl-15460	32	15	braries	brarie	NOUN
crl-15460	32	16	was	be	AUX
crl-15460	32	17	measured	measure	VERB
crl-15460	32	18	during	during	ADP
crl-15460	32	19	the	the	DET
crl-15460	32	20	spring	spring	NOUN
crl-15460	32	21	1998	1998	NUM
crl-15460	32	22	term	term	NOUN
crl-15460	32	23	using	use	VERB
crl-15460	32	24	the	the	DET
crl-15460	32	25	servperf	servperf	NOUN
crl-15460	32	26	instru­	instru­	NOUN
crl-15460	32	27	ment	ment	NOUN
crl-15460	32	28	.	.	PUNCT
crl-15460	33	1	the	the	DET
crl-15460	33	2	original	original	ADJ
crl-15460	33	3	wording	wording	NOUN
crl-15460	33	4	of	of	ADP
crl-15460	33	5	the	the	DET
crl-15460	33	6	ques­	ques­	PROPN
crl-15460	33	7	tionnaire	tionnaire	NOUN
crl-15460	33	8	was	be	AUX
crl-15460	33	9	adapted	adapt	VERB
crl-15460	33	10	for	for	ADP
crl-15460	33	11	libraries	library	NOUN
crl-15460	33	12	by	by	ADP
crl-15460	33	13	using	use	VERB
crl-15460	33	14	the	the	DET
crl-15460	33	15	term	term	NOUN
crl-15460	33	16	reference	reference	NOUN
crl-15460	33	17	desk	desk	NOUN
crl-15460	33	18	in	in	ADP
crl-15460	33	19	place	place	NOUN
crl-15460	33	20	of	of	ADP
crl-15460	33	21	the	the	DET
crl-15460	33	22	name	name	NOUN
crl-15460	33	23	of	of	ADP
crl-15460	33	24	a	a	DET
crl-15460	33	25	business	business	NOUN
crl-15460	33	26	.	.	PUNCT
crl-15460	34	1	questions	question	NOUN
crl-15460	34	2	1–22	1–22	PROPN
crl-15460	34	3	were	be	AUX
crl-15460	34	4	designed	design	VERB
crl-15460	34	5	to	to	PART
crl-15460	34	6	iden­	iden­	NOUN
crl-15460	34	7	tify	tify	VERB
crl-15460	34	8	what	what	PRON
crl-15460	34	9	aspects	aspect	NOUN
crl-15460	34	10	or	or	CCONJ
crl-15460	34	11	dimensions	dimension	NOUN
crl-15460	34	12	of	of	ADP
crl-15460	34	13	service	service	NOUN
crl-15460	34	14	determine	determine	VERB
crl-15460	34	15	the	the	DET
crl-15460	34	16	perceived	perceive	VERB
crl-15460	34	17	quality	quality	NOUN
crl-15460	34	18	of	of	ADP
crl-15460	34	19	ser­	ser­	ADJ
crl-15460	34	20	vice	vice	NOUN
crl-15460	34	21	.	.	PUNCT
crl-15460	35	1	the	the	DET
crl-15460	35	2	five	five	NUM
crl-15460	35	3	dimensions	dimension	NOUN
crl-15460	35	4	of	of	ADP
crl-15460	35	5	service	service	NOUN
crl-15460	35	6	cov­	cov­	NOUN
crl-15460	35	7	ered	ere	VERB
crl-15460	35	8	by	by	ADP
crl-15460	35	9	the	the	DET
crl-15460	35	10	servperf	servperf	NOUN
crl-15460	35	11	instrument	instrument	NOUN
crl-15460	35	12	were	be	AUX
crl-15460	35	13	tangibles	tangible	NOUN
crl-15460	35	14	,	,	PUNCT
crl-15460	35	15	reliability	reliability	NOUN
crl-15460	35	16	,	,	PUNCT
crl-15460	35	17	responsiveness	responsiveness	NOUN
crl-15460	35	18	,	,	PUNCT
crl-15460	35	19	as­	as­	PROPN
crl-15460	35	20	surance	surance	PROPN
crl-15460	35	21	,	,	PUNCT
crl-15460	35	22	and	and	CCONJ
crl-15460	35	23	empathy	empathy	NOUN
crl-15460	35	24	.	.	PUNCT
crl-15460	36	1	sets	set	NOUN
crl-15460	36	2	of	of	ADP
crl-15460	36	3	questions	question	NOUN
crl-15460	36	4	were	be	AUX
crl-15460	36	5	used	use	VERB
crl-15460	36	6	to	to	PART
crl-15460	36	7	measure	measure	VERB
crl-15460	36	8	each	each	PRON
crl-15460	36	9	of	of	ADP
crl-15460	36	10	these	these	DET
crl-15460	36	11	di­	di­	ADJ
crl-15460	36	12	mensions	mension	NOUN
crl-15460	36	13	as	as	SCONJ
crl-15460	36	14	shown	show	VERB
crl-15460	36	15	in	in	ADP
crl-15460	36	16	table	table	NOUN
crl-15460	36	17	1	1	NUM
crl-15460	36	18	.	.	PUNCT
crl-15460	37	1	questions	question	NOUN
crl-15460	37	2	http	http	ADV
crl-15460	37	3	:	:	PUNCT
crl-15460	37	4	services.19	services.19	NOUN
crl-15460	37	5	http	http	NOUN
crl-15460	37	6	:	:	PUNCT
crl-15460	37	7	quality.16	quality.16	PROPN
crl-15460	37	8	http	http	NOUN
crl-15460	37	9	:	:	PUNCT
crl-15460	37	10	vices.14	vices.14	NOUN
crl-15460	37	11	http	http	NOUN
crl-15460	37	12	:	:	PUNCT
crl-15460	37	13	performance.13	performance.13	NOUN
crl-15460	37	14	350	350	NUM
crl-15460	37	15	college	college	PROPN
crl-15460	37	16	&	&	CCONJ
crl-15460	37	17	research	research	PROPN
crl-15460	37	18	libraries	library	NOUN
crl-15460	37	19	table	table	VERB
crl-15460	37	20	1	1	NUM
crl-15460	37	21	dimensions	dimension	NOUN
crl-15460	37	22	of	of	ADP
crl-15460	37	23	service	service	NOUN
crl-15460	37	24	measured	measure	VERB
crl-15460	37	25	by	by	ADP
crl-15460	37	26	the	the	DET
crl-15460	37	27	servperf	servperf	NOUN
crl-15460	37	28	questionnaire	questionnaire	NOUN
crl-15460	37	29	dimension	dimension	NOUN
crl-15460	37	30	definition	definition	NOUN
crl-15460	37	31	questions	question	NOUN
crl-15460	37	32	tangibles	tangible	NOUN
crl-15460	37	33	facilities	facility	NOUN
crl-15460	37	34	,	,	PUNCT
crl-15460	37	35	equipment	equipment	NOUN
crl-15460	37	36	,	,	PUNCT
crl-15460	37	37	appearance	appearance	NOUN
crl-15460	37	38	1	1	NUM
crl-15460	37	39	-	-	SYM
crl-15460	37	40	4	4	NUM
crl-15460	37	41	reliability	reliability	NOUN
crl-15460	37	42	perform	perform	NOUN
crl-15460	37	43	promised	promise	VERB
crl-15460	37	44	services	service	NOUN
crl-15460	37	45	5	5	NUM
crl-15460	37	46	-	-	SYM
crl-15460	37	47	4	4	NUM
crl-15460	37	48	responsiveness	responsiveness	NOUN
crl-15460	37	49	helpful	helpful	ADJ
crl-15460	37	50	,	,	PUNCT
crl-15460	37	51	prompt	prompt	ADJ
crl-15460	37	52	service	service	NOUN
crl-15460	37	53	10	10	NUM
crl-15460	37	54	-	-	SYM
crl-15460	37	55	13	13	NUM
crl-15460	37	56	assurance	assurance	NOUN
crl-15460	37	57	courtesy	courtesy	NOUN
crl-15460	37	58	,	,	PUNCT
crl-15460	37	59	trust	trust	NOUN
crl-15460	37	60	,	,	PUNCT
crl-15460	37	61	confidence	confidence	NOUN
crl-15460	37	62	14	14	NUM
crl-15460	37	63	-	-	SYM
crl-15460	37	64	17	17	NUM
crl-15460	37	65	empathy	empathy	NOUN
crl-15460	37	66	caring	care	VERB
crl-15460	37	67	,	,	PUNCT
crl-15460	37	68	individualized	individualized	ADJ
crl-15460	37	69	attention	attention	NOUN
crl-15460	37	70	18	18	NUM
crl-15460	37	71	-	-	SYM
crl-15460	37	72	22	22	NUM
crl-15460	37	73	source	source	NOUN
crl-15460	37	74	:	:	PUNCT
crl-15460	37	75	a.	a.	NOUN
crl-15460	37	76	parasuraman	parasuraman	PROPN
crl-15460	37	77	valerie	valerie	PROPN
crl-15460	37	78	a.	a.	PROPN
crl-15460	37	79	zeithaml	zeithaml	PROPN
crl-15460	37	80	and	and	CCONJ
crl-15460	37	81	leonard	leonard	PROPN
crl-15460	37	82	l.	l.	PROPN
crl-15460	37	83	berry	berry	PROPN
crl-15460	37	84	"	"	PUNCT
crl-15460	37	85	servqual	servqual	ADJ
crl-15460	37	86	:	:	PUNCT
crl-15460	37	87	a	a	DET
crl-15460	37	88	multiple	multiple	ADJ
crl-15460	37	89	-	-	PUNCT
crl-15460	37	90	item	item	NOUN
crl-15460	37	91	scale	scale	NOUN
crl-15460	37	92	for	for	ADP
crl-15460	37	93	measuring	measure	VERB
crl-15460	37	94	consumer	consumer	NOUN
crl-15460	37	95	perceptions	perception	NOUN
crl-15460	37	96	of	of	ADP
crl-15460	37	97	service	service	NOUN
crl-15460	37	98	quality	quality	NOUN
crl-15460	37	99	"	"	PUNCT
crl-15460	37	100	journal	journal	NOUN
crl-15460	37	101	of	of	ADP
crl-15460	37	102	retailing	retailing	NOUN
crl-15460	37	103	64	64	NUM
crl-15460	37	104	(	(	PUNCT
crl-15460	37	105	sept	sept	PROPN
crl-15460	37	106	1988	1988	NUM
crl-15460	37	107	)	)	PUNCT
crl-15460	37	108	25	25	NUM
crl-15460	37	109	23	23	NUM
crl-15460	37	110	and	and	CCONJ
crl-15460	37	111	24	24	NUM
crl-15460	37	112	were	be	AUX
crl-15460	37	113	intended	intend	VERB
crl-15460	37	114	to	to	PART
crl-15460	37	115	measure	measure	VERB
crl-15460	37	116	over­	over­	PROPN
crl-15460	37	117	all	all	PRON
crl-15460	37	118	perceived	perceive	VERB
crl-15460	37	119	quality	quality	NOUN
crl-15460	37	120	and	and	CCONJ
crl-15460	37	121	satisfaction	satisfaction	NOUN
crl-15460	37	122	with	with	ADP
crl-15460	37	123	reference	reference	NOUN
crl-15460	37	124	desk	desk	NOUN
crl-15460	37	125	service	service	NOUN
crl-15460	37	126	.	.	PUNCT
crl-15460	38	1	question	question	NOUN
crl-15460	38	2	25	25	NUM
crl-15460	38	3	was	be	AUX
crl-15460	38	4	optional	optional	ADJ
crl-15460	38	5	and	and	CCONJ
crl-15460	38	6	open	open	ADV
crl-15460	38	7	-	-	PUNCT
crl-15460	38	8	ended	end	VERB
crl-15460	38	9	for	for	SCONJ
crl-15460	38	10	patrons	patron	NOUN
crl-15460	38	11	to	to	PART
crl-15460	38	12	comment	comment	VERB
crl-15460	38	13	on	on	ADP
crl-15460	38	14	reference	reference	NOUN
crl-15460	38	15	services	service	NOUN
crl-15460	38	16	.	.	PUNCT
crl-15460	39	1	com­	com­	PROPN
crl-15460	39	2	ments	ment	NOUN
crl-15460	39	3	were	be	AUX
crl-15460	39	4	tallied	tally	VERB
crl-15460	39	5	and	and	CCONJ
crl-15460	39	6	then	then	ADV
crl-15460	39	7	categorized	categorize	VERB
crl-15460	39	8	as	as	ADP
crl-15460	39	9	positive	positive	ADJ
crl-15460	39	10	or	or	CCONJ
crl-15460	39	11	negative	negative	ADJ
crl-15460	39	12	.	.	PUNCT
crl-15460	40	1	twelve	twelve	NUM
crl-15460	40	2	health	health	NOUN
crl-15460	40	3	science	science	NOUN
crl-15460	40	4	libraries	library	NOUN
crl-15460	40	5	located	locate	VERB
crl-15460	40	6	at	at	ADP
crl-15460	40	7	universities	university	NOUN
crl-15460	40	8	belonging	belong	VERB
crl-15460	40	9	to	to	ADP
crl-15460	40	10	the	the	DET
crl-15460	40	11	commit­	commit­	NOUN
crl-15460	40	12	tee	tee	NOUN
crl-15460	40	13	on	on	ADP
crl-15460	40	14	institutional	institutional	ADJ
crl-15460	40	15	cooperation	cooperation	NOUN
crl-15460	40	16	(	(	PUNCT
crl-15460	40	17	cic	cic	PROPN
crl-15460	40	18	)	)	PUNCT
crl-15460	40	19	,	,	PUNCT
crl-15460	40	20	an	an	DET
crl-15460	40	21	academic	academic	ADJ
crl-15460	40	22	consortium	consortium	NOUN
crl-15460	40	23	including	include	VERB
crl-15460	40	24	big	big	ADJ
crl-15460	40	25	ten	ten	NUM
crl-15460	40	26	universities	university	NOUN
crl-15460	40	27	and	and	CCONJ
crl-15460	40	28	the	the	DET
crl-15460	40	29	university	university	NOUN
crl-15460	40	30	of	of	ADP
crl-15460	40	31	chi­	chi­	PROPN
crl-15460	40	32	cago	cago	PROPN
crl-15460	40	33	,	,	PUNCT
crl-15460	40	34	were	be	AUX
crl-15460	40	35	invited	invite	VERB
crl-15460	40	36	to	to	PART
crl-15460	40	37	participate	participate	VERB
crl-15460	40	38	in	in	ADP
crl-15460	40	39	the	the	DET
crl-15460	40	40	survey	survey	NOUN
crl-15460	40	41	.	.	PUNCT
crl-15460	41	1	directors	director	NOUN
crl-15460	41	2	at	at	ADP
crl-15460	41	3	six	six	NUM
crl-15460	41	4	libraries	library	NOUN
crl-15460	41	5	agreed	agree	VERB
crl-15460	41	6	to	to	PART
crl-15460	41	7	participate	participate	VERB
crl-15460	41	8	.	.	PUNCT
crl-15460	42	1	all	all	DET
crl-15460	42	2	six	six	NUM
crl-15460	42	3	libraries	library	NOUN
crl-15460	42	4	served	serve	VERB
crl-15460	42	5	medi­	medi­	PROPN
crl-15460	42	6	cal	cal	PROPN
crl-15460	42	7	schools	school	NOUN
crl-15460	42	8	,	,	PUNCT
crl-15460	42	9	as	as	ADV
crl-15460	42	10	well	well	ADV
crl-15460	42	11	as	as	ADP
crl-15460	42	12	other	other	ADJ
crl-15460	42	13	health	health	NOUN
crl-15460	42	14	sci­	sci­	NOUN
crl-15460	42	15	ences	ence	VERB
crl-15460	42	16	programs	program	NOUN
crl-15460	42	17	,	,	PUNCT
crl-15460	42	18	and	and	CCONJ
crl-15460	42	19	varied	varied	ADJ
crl-15460	42	20	in	in	ADP
crl-15460	42	21	staff	staff	NOUN
crl-15460	42	22	size	size	NOUN
crl-15460	42	23	(	(	PUNCT
crl-15460	42	24	23–58	23–58	NUM
crl-15460	42	25	ftes	fte	NOUN
crl-15460	42	26	)	)	PUNCT
crl-15460	42	27	and	and	CCONJ
crl-15460	42	28	total	total	ADJ
crl-15460	42	29	annual	annual	ADJ
crl-15460	42	30	expendi­	expendi­	NOUN
crl-15460	42	31	tures	ture	NOUN
crl-15460	42	32	(	(	PUNCT
crl-15460	42	33	$	$	SYM
crl-15460	42	34	2.1	2.1	NUM
crl-15460	42	35	million	million	NUM
crl-15460	42	36	to	to	PART
crl-15460	42	37	$	$	SYM
crl-15460	42	38	3.9	3.9	NUM
crl-15460	42	39	million).20	million).20	NOUN
crl-15460	42	40	initially	initially	ADV
crl-15460	42	41	,	,	PUNCT
crl-15460	42	42	copies	copy	NOUN
crl-15460	42	43	of	of	ADP
crl-15460	42	44	the	the	DET
crl-15460	42	45	questionnaire	questionnaire	NOUN
crl-15460	42	46	were	be	AUX
crl-15460	42	47	sent	send	VERB
crl-15460	42	48	to	to	ADP
crl-15460	42	49	each	each	DET
crl-15460	42	50	library	library	NOUN
crl-15460	42	51	along	along	ADP
crl-15460	42	52	with	with	ADP
crl-15460	42	53	in­	in­	NOUN
crl-15460	42	54	structions	struction	NOUN
crl-15460	42	55	for	for	ADP
crl-15460	42	56	administering	administer	VERB
crl-15460	42	57	the	the	DET
crl-15460	42	58	survey	survey	NOUN
crl-15460	42	59	.	.	PUNCT
crl-15460	43	1	each	each	DET
crl-15460	43	2	library	library	NOUN
crl-15460	43	3	was	be	AUX
crl-15460	43	4	asked	ask	VERB
crl-15460	43	5	to	to	PART
crl-15460	43	6	distribute	distribute	VERB
crl-15460	43	7	cop­	cop­	NOUN
crl-15460	43	8	ies	ie	NOUN
crl-15460	43	9	of	of	ADP
crl-15460	43	10	the	the	DET
crl-15460	43	11	questionnaire	questionnaire	NOUN
crl-15460	43	12	to	to	ADP
crl-15460	43	13	patrons	patron	NOUN
crl-15460	43	14	who	who	PRON
crl-15460	43	15	re­	re­	VERB
crl-15460	43	16	quested	quest	VERB
crl-15460	43	17	assistance	assistance	NOUN
crl-15460	43	18	at	at	ADP
crl-15460	43	19	the	the	DET
crl-15460	43	20	reference	reference	NOUN
crl-15460	43	21	desk	desk	NOUN
crl-15460	43	22	,	,	PUNCT
crl-15460	43	23	until	until	SCONJ
crl-15460	43	24	fifty	fifty	NUM
crl-15460	43	25	completed	complete	VERB
crl-15460	43	26	questionnaires	questionnaire	NOUN
crl-15460	43	27	were	be	AUX
crl-15460	43	28	returned	return	VERB
crl-15460	43	29	(	(	PUNCT
crl-15460	43	30	additional	additional	ADJ
crl-15460	43	31	copies	copy	NOUN
crl-15460	43	32	of	of	ADP
crl-15460	43	33	the	the	DET
crl-15460	43	34	ques­	ques­	PROPN
crl-15460	43	35	tionnaire	tionnaire	NOUN
crl-15460	43	36	were	be	AUX
crl-15460	43	37	sent	send	VERB
crl-15460	43	38	to	to	ADP
crl-15460	43	39	the	the	DET
crl-15460	43	40	libraries	library	NOUN
crl-15460	43	41	on	on	ADP
crl-15460	43	42	an	an	DET
crl-15460	43	43	as	as	ADV
crl-15460	43	44	-	-	PUNCT
crl-15460	43	45	needed	need	VERB
crl-15460	43	46	basis	basis	NOUN
crl-15460	43	47	)	)	PUNCT
crl-15460	43	48	.	.	PUNCT
crl-15460	44	1	a	a	DET
crl-15460	44	2	systematic	systematic	ADJ
crl-15460	44	3	sampling	sampling	NOUN
crl-15460	44	4	of	of	ADP
crl-15460	44	5	every	every	DET
crl-15460	44	6	other	other	ADJ
crl-15460	44	7	patron	patron	NOUN
crl-15460	44	8	was	be	AUX
crl-15460	44	9	to	to	PART
crl-15460	44	10	be	be	AUX
crl-15460	44	11	used	use	VERB
crl-15460	44	12	to	to	PART
crl-15460	44	13	permit	permit	VERB
crl-15460	44	14	time	time	NOUN
crl-15460	44	15	to	to	PART
crl-15460	44	16	explain	explain	VERB
crl-15460	44	17	the	the	DET
crl-15460	44	18	survey	survey	NOUN
crl-15460	44	19	.	.	PUNCT
crl-15460	45	1	patron	patron	PROPN
crl-15460	45	2	status	status	NOUN
crl-15460	45	3	(	(	PUNCT
crl-15460	45	4	student	student	NOUN
crl-15460	45	5	,	,	PUNCT
crl-15460	45	6	staff	staff	NOUN
crl-15460	45	7	,	,	PUNCT
crl-15460	45	8	faculty	faculty	NOUN
crl-15460	45	9	)	)	PUNCT
crl-15460	45	10	was	be	AUX
crl-15460	45	11	not	not	PART
crl-15460	45	12	asked	ask	VERB
crl-15460	45	13	.	.	PUNCT
crl-15460	46	1	a	a	DET
crl-15460	46	2	completed	complete	VERB
crl-15460	46	3	questionnaire	questionnaire	NOUN
crl-15460	46	4	was	be	AUX
crl-15460	46	5	de­	de­	AUX
crl-15460	46	6	fined	fine	VERB
crl-15460	46	7	as	as	ADP
crl-15460	46	8	one	one	NUM
crl-15460	46	9	in	in	ADP
crl-15460	46	10	which	which	PRON
crl-15460	46	11	(	(	PUNCT
crl-15460	46	12	1	1	X
crl-15460	46	13	)	)	PUNCT
crl-15460	46	14	each	each	DET
crl-15460	46	15	question	question	NOUN
crl-15460	46	16	(	(	PUNCT
crl-15460	46	17	1	1	NUM
crl-15460	46	18	–	–	PUNCT
crl-15460	46	19	24	24	NUM
crl-15460	46	20	)	)	PUNCT
crl-15460	46	21	was	be	AUX
crl-15460	46	22	answered	answer	VERB
crl-15460	46	23	and	and	CCONJ
crl-15460	46	24	(	(	PUNCT
crl-15460	46	25	2	2	X
crl-15460	46	26	)	)	PUNCT
crl-15460	46	27	each	each	DET
crl-15460	46	28	question	question	NOUN
crl-15460	46	29	had	have	VERB
crl-15460	46	30	only	only	ADV
crl-15460	46	31	one	one	NUM
crl-15460	46	32	number	number	NOUN
crl-15460	46	33	circled	circle	VERB
crl-15460	46	34	.	.	PUNCT
crl-15460	47	1	question	question	NOUN
crl-15460	47	2	25	25	NUM
crl-15460	47	3	allowed	allow	VERB
crl-15460	47	4	patrons	patron	NOUN
crl-15460	47	5	to	to	PART
crl-15460	47	6	write	write	VERB
crl-15460	47	7	comments	comment	NOUN
crl-15460	47	8	and	and	CCONJ
crl-15460	47	9	july	july	PROPN
crl-15460	47	10	2001	2001	NUM
crl-15460	47	11	was	be	AUX
crl-15460	47	12	optional	optional	ADJ
crl-15460	47	13	.	.	PUNCT
crl-15460	48	1	each	each	DET
crl-15460	48	2	library	library	NOUN
crl-15460	48	3	was	be	AUX
crl-15460	48	4	asked	ask	VERB
crl-15460	48	5	to	to	PART
crl-15460	48	6	provide	provide	VERB
crl-15460	48	7	a	a	DET
crl-15460	48	8	labeled	label	VERB
crl-15460	48	9	box	box	NOUN
crl-15460	48	10	near	near	ADP
crl-15460	48	11	the	the	DET
crl-15460	48	12	refer­	refer­	PROPN
crl-15460	48	13	ence	ence	NOUN
crl-15460	48	14	desk	desk	NOUN
crl-15460	48	15	where	where	SCONJ
crl-15460	48	16	patrons	patron	NOUN
crl-15460	48	17	could	could	AUX
crl-15460	48	18	re­	re­	AUX
crl-15460	48	19	turn	turn	VERB
crl-15460	48	20	completed	complete	VERB
crl-15460	48	21	questionnaires	questionnaire	NOUN
crl-15460	48	22	.	.	PUNCT
crl-15460	49	1	li­	li­	PROPN
crl-15460	49	2	brary	brary	PROPN
crl-15460	49	3	staff	staff	PROPN
crl-15460	49	4	also	also	ADV
crl-15460	49	5	were	be	AUX
crl-15460	49	6	asked	ask	VERB
crl-15460	49	7	to	to	PART
crl-15460	49	8	re­	re­	AUX
crl-15460	49	9	turn	turn	VERB
crl-15460	49	10	all	all	DET
crl-15460	49	11	question­	question­	ADP
crl-15460	49	12	naires	naire	NOUN
crl-15460	49	13	,	,	PUNCT
crl-15460	49	14	completed	complete	VERB
crl-15460	49	15	or	or	CCONJ
crl-15460	49	16	not	not	PART
crl-15460	49	17	,	,	PUNCT
crl-15460	49	18	so	so	SCONJ
crl-15460	49	19	that	that	SCONJ
crl-15460	49	20	a	a	DET
crl-15460	49	21	re­	re­	PROPN
crl-15460	49	22	sponse	sponse	NOUN
crl-15460	49	23	rate	rate	NOUN
crl-15460	49	24	could	could	AUX
crl-15460	49	25	be	be	AUX
crl-15460	49	26	calculated	calculate	VERB
crl-15460	49	27	for	for	ADP
crl-15460	49	28	each	each	DET
crl-15460	49	29	library	library	NOUN
crl-15460	49	30	.	.	PUNCT
crl-15460	50	1	distribution	distribution	NOUN
crl-15460	50	2	of	of	ADP
crl-15460	50	3	the	the	DET
crl-15460	50	4	surveys	survey	NOUN
crl-15460	50	5	ended	end	VERB
crl-15460	50	6	with	with	ADP
crl-15460	50	7	the	the	DET
crl-15460	50	8	close	close	NOUN
crl-15460	50	9	of	of	ADP
crl-15460	50	10	the	the	DET
crl-15460	50	11	academic	academic	ADJ
crl-15460	50	12	school	school	NOUN
crl-15460	50	13	year	year	NOUN
crl-15460	50	14	.	.	PUNCT
crl-15460	51	1	questionnaires	questionnaire	NOUN
crl-15460	51	2	returned	return	VERB
crl-15460	51	3	to	to	ADP
crl-15460	51	4	the	the	DET
crl-15460	51	5	authors	author	NOUN
crl-15460	51	6	by	by	ADP
crl-15460	51	7	the	the	DET
crl-15460	51	8	participating	participate	VERB
crl-15460	51	9	libraries	library	NOUN
crl-15460	51	10	were	be	AUX
crl-15460	51	11	checked	check	VERB
crl-15460	51	12	for	for	ADP
crl-15460	51	13	completeness	completeness	NOUN
crl-15460	51	14	and	and	CCONJ
crl-15460	51	15	the	the	DET
crl-15460	51	16	data	datum	NOUN
crl-15460	51	17	entered	enter	VERB
crl-15460	51	18	into	into	ADP
crl-15460	51	19	a	a	DET
crl-15460	51	20	spreadsheet	spreadsheet	NOUN
crl-15460	51	21	.	.	PUNCT
crl-15460	52	1	for	for	ADP
crl-15460	52	2	each	each	DET
crl-15460	52	3	individual	individual	NOUN
crl-15460	52	4	who	who	PRON
crl-15460	52	5	completed	complete	VERB
crl-15460	52	6	all	all	DET
crl-15460	52	7	questions	question	NOUN
crl-15460	52	8	pertaining	pertain	VERB
crl-15460	52	9	to	to	ADP
crl-15460	52	10	a	a	DET
crl-15460	52	11	given	give	VERB
crl-15460	52	12	dimension	dimension	NOUN
crl-15460	52	13	,	,	PUNCT
crl-15460	52	14	the	the	DET
crl-15460	52	15	within	within	ADP
crl-15460	52	16	-	-	PUNCT
crl-15460	52	17	dimension	dimension	NOUN
crl-15460	52	18	responses	response	NOUN
crl-15460	52	19	were	be	AUX
crl-15460	52	20	averaged	average	VERB
crl-15460	52	21	to	to	PART
crl-15460	52	22	obtain	obtain	VERB
crl-15460	52	23	a	a	DET
crl-15460	52	24	di­	di­	ADJ
crl-15460	52	25	mension	mension	NOUN
crl-15460	52	26	mean	mean	NOUN
crl-15460	52	27	.	.	PUNCT
crl-15460	53	1	for	for	ADP
crl-15460	53	2	example	example	NOUN
crl-15460	53	3	,	,	PUNCT
crl-15460	53	4	if	if	SCONJ
crl-15460	53	5	a	a	DET
crl-15460	53	6	respon­	respon­	NOUN
crl-15460	53	7	dent	dent	NOUN
crl-15460	53	8	completed	complete	VERB
crl-15460	53	9	questions	question	NOUN
crl-15460	53	10	1	1	NUM
crl-15460	53	11	through	through	ADP
crl-15460	53	12	4	4	NUM
crl-15460	53	13	,	,	PUNCT
crl-15460	53	14	the	the	DET
crl-15460	53	15	responses	response	NOUN
crl-15460	53	16	were	be	AUX
crl-15460	53	17	averaged	average	VERB
crl-15460	53	18	to	to	PART
crl-15460	53	19	obtain	obtain	VERB
crl-15460	53	20	an	an	DET
crl-15460	53	21	inone	inone	NOUN
crl-15460	53	22	strength	strength	NOUN
crl-15460	53	23	of	of	ADP
crl-15460	53	24	the	the	DET
crl-15460	53	25	current	current	ADJ
crl-15460	53	26	study	study	NOUN
crl-15460	53	27	is	be	AUX
crl-15460	53	28	that	that	SCONJ
crl-15460	53	29	a	a	DET
crl-15460	53	30	standard	standard	ADJ
crl-15460	53	31	instrument	instrument	NOUN
crl-15460	53	32	was	be	AUX
crl-15460	53	33	completed	complete	VERB
crl-15460	53	34	during	during	ADP
crl-15460	53	35	the	the	DET
crl-15460	53	36	same	same	ADJ
crl-15460	53	37	time	time	NOUN
crl-15460	53	38	period	period	NOUN
crl-15460	53	39	in	in	ADP
crl-15460	53	40	multiple	multiple	ADJ
crl-15460	53	41	locations	location	NOUN
crl-15460	53	42	.	.	PUNCT
crl-15460	54	1	dividual	dividual	ADJ
crl-15460	54	2	mean	mean	NOUN
crl-15460	54	3	for	for	ADP
crl-15460	54	4	the	the	DET
crl-15460	54	5	tangibles	tangibles	PROPN
crl-15460	54	6	dimension	dimension	NOUN
crl-15460	54	7	.	.	PUNCT
crl-15460	55	1	the	the	DET
crl-15460	55	2	individual	individual	ADJ
crl-15460	55	3	dimension	dimension	NOUN
crl-15460	55	4	means	mean	VERB
crl-15460	55	5	,	,	PUNCT
crl-15460	55	6	in	in	ADP
crl-15460	55	7	ad­	ad­	ADJ
crl-15460	55	8	dition	dition	NOUN
crl-15460	55	9	to	to	ADP
crl-15460	55	10	the	the	DET
crl-15460	55	11	responses	response	NOUN
crl-15460	55	12	to	to	ADP
crl-15460	55	13	the	the	DET
crl-15460	55	14	overall	overall	ADJ
crl-15460	55	15	qual­	qual­	PROPN
crl-15460	55	16	ity	ity	PROPN
crl-15460	55	17	and	and	CCONJ
crl-15460	55	18	satisfaction	satisfaction	NOUN
crl-15460	55	19	questions	question	NOUN
crl-15460	55	20	,	,	PUNCT
crl-15460	55	21	were	be	AUX
crl-15460	55	22	used	use	VERB
crl-15460	55	23	as	as	ADP
crl-15460	55	24	outcome	outcome	NOUN
crl-15460	55	25	variables	variable	NOUN
crl-15460	55	26	in	in	ADP
crl-15460	55	27	an	an	DET
crl-15460	55	28	analysis	analysis	NOUN
crl-15460	55	29	of	of	ADP
crl-15460	55	30	vari­	vari­	NOUN
crl-15460	55	31	ance	ance	NOUN
crl-15460	55	32	(	(	PUNCT
crl-15460	55	33	anova	anova	PROPN
crl-15460	55	34	)	)	PUNCT
crl-15460	55	35	,	,	PUNCT
crl-15460	55	36	conducted	conduct	VERB
crl-15460	55	37	separately	separately	ADV
crl-15460	55	38	for	for	ADP
crl-15460	55	39	each	each	DET
crl-15460	55	40	outcome	outcome	NOUN
crl-15460	55	41	.	.	PUNCT
crl-15460	56	1	a	a	DET
crl-15460	56	2	variable	variable	NOUN
crl-15460	56	3	indicating	indicate	VERB
crl-15460	56	4	the	the	DET
crl-15460	56	5	participating	participate	VERB
crl-15460	56	6	library	library	NOUN
crl-15460	56	7	was	be	AUX
crl-15460	56	8	entered	enter	VERB
crl-15460	56	9	as	as	ADP
crl-15460	56	10	an	an	DET
crl-15460	56	11	ad­	ad­	ADJ
crl-15460	56	12	ditional	ditional	ADJ
crl-15460	56	13	independent	independent	ADJ
crl-15460	56	14	variable	variable	NOUN
crl-15460	56	15	.	.	PUNCT
crl-15460	57	1	the	the	DET
crl-15460	57	2	analy­	analy­	PROPN
crl-15460	57	3	sis	sis	NOUN
crl-15460	57	4	was	be	AUX
crl-15460	57	5	used	use	VERB
crl-15460	57	6	to	to	PART
crl-15460	57	7	determine	determine	VERB
crl-15460	57	8	whether	whether	SCONJ
crl-15460	57	9	any	any	DET
crl-15460	57	10	dif­	dif­	NOUN
crl-15460	57	11	ferences	ference	NOUN
crl-15460	57	12	in	in	ADP
crl-15460	57	13	dimension	dimension	NOUN
crl-15460	57	14	means	mean	NOUN
crl-15460	57	15	or	or	CCONJ
crl-15460	57	16	mean	mean	VERB
crl-15460	57	17	re­	re­	PROPN
crl-15460	57	18	sponses	sponse	VERB
crl-15460	57	19	to	to	ADP
crl-15460	57	20	the	the	DET
crl-15460	57	21	overall	overall	ADJ
crl-15460	57	22	questions	question	NOUN
crl-15460	57	23	existed	exist	VERB
crl-15460	57	24	among	among	ADP
crl-15460	57	25	libraries	library	NOUN
crl-15460	57	26	.	.	PUNCT
crl-15460	58	1	sas	sas	PROPN
crl-15460	58	2	statistical	statistical	ADJ
crl-15460	58	3	software	software	NOUN
crl-15460	58	4	was	be	AUX
crl-15460	58	5	used	use	VERB
crl-15460	58	6	for	for	ADP
crl-15460	58	7	all	all	DET
crl-15460	58	8	analyses	analysis	NOUN
crl-15460	58	9	(	(	PUNCT
crl-15460	58	10	sas	sas	PROPN
crl-15460	58	11	institute	institute	PROPN
crl-15460	58	12	inc	inc	PROPN
crl-15460	58	13	.	.	PROPN
crl-15460	58	14	,	,	PUNCT
crl-15460	58	15	version	version	NOUN
crl-15460	58	16	6.12).21	6.12).21	NUM
crl-15460	58	17	p	p	NOUN
crl-15460	58	18	-	-	PUNCT
crl-15460	58	19	values	value	NOUN
crl-15460	58	20	of	of	ADP
crl-15460	58	21	less	less	ADJ
crl-15460	58	22	than	than	ADP
crl-15460	58	23	0.05	0.05	NUM
crl-15460	58	24	were	be	AUX
crl-15460	58	25	considered	consider	VERB
crl-15460	58	26	significant	significant	ADJ
crl-15460	58	27	.	.	PUNCT
crl-15460	59	1	no	no	DET
crl-15460	59	2	ad­	ad­	ADJ
crl-15460	59	3	justment	justment	NOUN
crl-15460	59	4	was	be	AUX
crl-15460	59	5	made	make	VERB
crl-15460	59	6	for	for	ADP
crl-15460	59	7	multiple	multiple	ADJ
crl-15460	59	8	compari­	compari­	NOUN
crl-15460	59	9	sons	son	NOUN
crl-15460	59	10	.	.	PUNCT
crl-15460	60	1	http:6.12).21	http:6.12).21	PROPN
crl-15460	60	2	http	http	NOUN
crl-15460	60	3	:	:	PUNCT
crl-15460	60	4	million).20	million).20	NOUN
crl-15460	60	5	benchmarking	benchmarke	VERB
crl-15460	60	6	reference	reference	NOUN
crl-15460	60	7	desk	desk	NOUN
crl-15460	60	8	service	service	NOUN
crl-15460	60	9	in	in	ADP
crl-15460	60	10	academic	academic	ADJ
crl-15460	60	11	health	health	NOUN
crl-15460	60	12	science	science	NOUN
crl-15460	60	13	libraries	librarie	VERB
crl-15460	60	14	351	351	NUM
crl-15460	60	15	table	table	NOUN
crl-15460	60	16	2	2	NUM
crl-15460	60	17	benchmarking	benchmarke	VERB
crl-15460	60	18	survey	survey	NOUN
crl-15460	60	19	:	:	PUNCT
crl-15460	60	20	questionnaire	questionnaire	NOUN
crl-15460	60	21	returns	return	NOUN
crl-15460	60	22	library	library	NOUN
crl-15460	60	23	distributed	distribute	VERB
crl-15460	60	24	returned	return	VERB
crl-15460	60	25	response	response	NOUN
crl-15460	60	26	rate	rate	NOUN
crl-15460	60	27	complete	complete	ADJ
crl-15460	60	28	partial	partial	ADJ
crl-15460	60	29	1	1	NUM
crl-15460	60	30	2	2	NUM
crl-15460	60	31	3	3	NUM
crl-15460	60	32	4	4	NUM
crl-15460	60	33	5	5	NUM
crl-15460	60	34	40	40	NUM
crl-15460	60	35	56	56	NUM
crl-15460	60	36	95	95	NUM
crl-15460	60	37	*	*	SYM
crl-15460	60	38	65	65	NUM
crl-15460	60	39	*	*	SYM
crl-15460	60	40	125	125	NUM
crl-15460	60	41	16	16	NUM
crl-15460	60	42	17	17	NUM
crl-15460	60	43	48	48	NUM
crl-15460	60	44	51	51	NUM
crl-15460	60	45	84	84	NUM
crl-15460	60	46	40.0	40.0	NUM
crl-15460	60	47	30.4	30.4	NUM
crl-15460	60	48	50.5	50.5	NUM
crl-15460	60	49	*	*	NUM
crl-15460	60	50	78.5	78.5	NUM
crl-15460	60	51	*	*	SYM
crl-15460	60	52	67.2	67.2	NUM
crl-15460	60	53	11	11	NUM
crl-15460	60	54	14	14	NUM
crl-15460	60	55	31	31	NUM
crl-15460	60	56	31	31	NUM
crl-15460	60	57	50	50	NUM
crl-15460	60	58	5	5	NUM
crl-15460	60	59	3	3	NUM
crl-15460	60	60	17	17	NUM
crl-15460	60	61	20	20	NUM
crl-15460	60	62	34	34	NUM
crl-15460	60	63	*	*	SYM
crl-15460	60	64	two	two	NUM
crl-15460	60	65	libraries	library	NOUN
crl-15460	60	66	did	do	AUX
crl-15460	60	67	not	not	PART
crl-15460	60	68	record	record	VERB
crl-15460	60	69	the	the	DET
crl-15460	60	70	numbers	number	NOUN
crl-15460	60	71	of	of	ADP
crl-15460	60	72	questionnaires	questionnaire	NOUN
crl-15460	60	73	distributed	distribute	VERB
crl-15460	60	74	.	.	PUNCT
crl-15460	61	1	their	their	PRON
crl-15460	61	2	distribution	distribution	NOUN
crl-15460	61	3	and	and	CCONJ
crl-15460	61	4	response	response	NOUN
crl-15460	61	5	rates	rate	NOUN
crl-15460	61	6	were	be	AUX
crl-15460	61	7	estimates	estimate	NOUN
crl-15460	61	8	by	by	ADP
crl-15460	61	9	their	their	PRON
crl-15460	61	10	library	library	ADJ
crl-15460	61	11	staff	staff	NOUN
crl-15460	61	12	.	.	PUNCT
crl-15460	62	1	assumptions	assumption	VERB
crl-15460	62	2	underlying	underlie	VERB
crl-15460	62	3	use	use	NOUN
crl-15460	62	4	of	of	ADP
crl-15460	62	5	anova	anova	PROPN
crl-15460	62	6	include	include	VERB
crl-15460	62	7	that	that	SCONJ
crl-15460	62	8	data	datum	NOUN
crl-15460	62	9	are	be	AUX
crl-15460	62	10	randomly	randomly	ADV
crl-15460	62	11	sampled	sample	VERB
crl-15460	62	12	,	,	PUNCT
crl-15460	62	13	normally	normally	ADV
crl-15460	62	14	distributed	distribute	VERB
crl-15460	62	15	,	,	PUNCT
crl-15460	62	16	continu­	continu­	DET
crl-15460	62	17	ous	ous	ADJ
crl-15460	62	18	variables	variable	NOUN
crl-15460	62	19	.	.	PUNCT
crl-15460	63	1	these	these	DET
crl-15460	63	2	assumptions	assumption	NOUN
crl-15460	63	3	were	be	AUX
crl-15460	63	4	not	not	PART
crl-15460	63	5	met	meet	VERB
crl-15460	63	6	by	by	ADP
crl-15460	63	7	the	the	DET
crl-15460	63	8	dimension	dimension	NOUN
crl-15460	63	9	means	mean	VERB
crl-15460	63	10	or	or	CCONJ
crl-15460	63	11	indi­	indi­	ADJ
crl-15460	63	12	vidual	vidual	ADJ
crl-15460	63	13	questions	question	NOUN
crl-15460	63	14	.	.	PUNCT
crl-15460	64	1	however	however	ADV
crl-15460	64	2	,	,	PUNCT
crl-15460	64	3	in	in	ADP
crl-15460	64	4	circum­	circum­	NOUN
crl-15460	64	5	stances	stance	NOUN
crl-15460	64	6	of	of	ADP
crl-15460	64	7	a	a	DET
crl-15460	64	8	reasonable	reasonable	ADJ
crl-15460	64	9	sample	sample	NOUN
crl-15460	64	10	size	size	NOUN
crl-15460	64	11	(	(	PUNCT
crl-15460	64	12	n	n	CCONJ
crl-15460	64	13	>	>	X
crl-15460	64	14	=	=	SYM
crl-15460	64	15	30	30	NUM
crl-15460	64	16	)	)	PUNCT
crl-15460	64	17	and	and	CCONJ
crl-15460	64	18	a	a	DET
crl-15460	64	19	lack	lack	NOUN
crl-15460	64	20	of	of	ADP
crl-15460	64	21	serious	serious	ADJ
crl-15460	64	22	violation	violation	NOUN
crl-15460	64	23	of	of	ADP
crl-15460	64	24	the	the	DET
crl-15460	64	25	assumptions	assumption	NOUN
crl-15460	64	26	,	,	PUNCT
crl-15460	64	27	use	use	NOUN
crl-15460	64	28	of	of	ADP
crl-15460	64	29	these	these	DET
crl-15460	64	30	techniques	technique	NOUN
crl-15460	64	31	is	be	AUX
crl-15460	64	32	acceptable.22	acceptable.22	NOUN
crl-15460	64	33	,	,	PUNCT
crl-15460	64	34	23	23	NUM
crl-15460	64	35	results	result	NOUN
crl-15460	64	36	five	five	NUM
crl-15460	64	37	of	of	ADP
crl-15460	64	38	the	the	DET
crl-15460	64	39	participating	participate	VERB
crl-15460	64	40	libraries	library	NOUN
crl-15460	64	41	returned	return	VERB
crl-15460	64	42	questionnaires	questionnaire	NOUN
crl-15460	64	43	.	.	PUNCT
crl-15460	65	1	unfortunately	unfortunately	ADV
crl-15460	65	2	,	,	PUNCT
crl-15460	65	3	only	only	ADV
crl-15460	65	4	one	one	NUM
crl-15460	65	5	of	of	ADP
crl-15460	65	6	the	the	DET
crl-15460	65	7	libraries	library	NOUN
crl-15460	65	8	returned	return	VERB
crl-15460	65	9	fifty	fifty	NUM
crl-15460	65	10	completed	complete	VERB
crl-15460	65	11	questionnaires	questionnaire	NOUN
crl-15460	65	12	by	by	ADP
crl-15460	65	13	the	the	DET
crl-15460	65	14	end	end	NOUN
crl-15460	65	15	of	of	ADP
crl-15460	65	16	the	the	DET
crl-15460	65	17	survey	survey	NOUN
crl-15460	65	18	(	(	PUNCT
crl-15460	65	19	table	table	NOUN
crl-15460	65	20	2	2	NUM
crl-15460	65	21	)	)	PUNCT
crl-15460	65	22	.	.	PUNCT
crl-15460	66	1	the	the	DET
crl-15460	66	2	return	return	NOUN
crl-15460	66	3	rates	rate	NOUN
crl-15460	66	4	of	of	ADP
crl-15460	66	5	two	two	NUM
crl-15460	66	6	of	of	ADP
crl-15460	66	7	the	the	DET
crl-15460	66	8	libraries	library	NOUN
crl-15460	66	9	were	be	AUX
crl-15460	66	10	so	so	ADV
crl-15460	66	11	low	low	ADJ
crl-15460	66	12	that	that	SCONJ
crl-15460	66	13	they	they	PRON
crl-15460	66	14	were	be	AUX
crl-15460	66	15	elimi­	elimi­	PROPN
crl-15460	66	16	nated	nate	VERB
crl-15460	66	17	from	from	ADP
crl-15460	66	18	further	further	ADJ
crl-15460	66	19	analysis	analysis	NOUN
crl-15460	66	20	(	(	PUNCT
crl-15460	66	21	17	17	NUM
crl-15460	66	22	and	and	CCONJ
crl-15460	66	23	16	16	NUM
crl-15460	66	24	questionnaires	questionnaire	NOUN
crl-15460	66	25	,	,	PUNCT
crl-15460	66	26	or	or	CCONJ
crl-15460	66	27	30	30	NUM
crl-15460	66	28	%	%	NOUN
crl-15460	66	29	and	and	CCONJ
crl-15460	66	30	40	40	NUM
crl-15460	66	31	%	%	NOUN
crl-15460	66	32	of	of	ADP
crl-15460	66	33	the	the	DET
crl-15460	66	34	number	number	NOUN
crl-15460	66	35	of	of	ADP
crl-15460	66	36	questionnaires	questionnaire	NOUN
crl-15460	66	37	distributed	distribute	VERB
crl-15460	66	38	,	,	PUNCT
crl-15460	66	39	respectively	respectively	ADV
crl-15460	66	40	)	)	PUNCT
crl-15460	66	41	.	.	PUNCT
crl-15460	67	1	the	the	DET
crl-15460	67	2	remaining	remain	VERB
crl-15460	67	3	three	three	NUM
crl-15460	67	4	librar­	librar­	ADJ
crl-15460	67	5	ies	ie	NOUN
crl-15460	67	6	returned	return	VERB
crl-15460	67	7	at	at	ADP
crl-15460	67	8	least	least	ADV
crl-15460	67	9	50	50	NUM
crl-15460	67	10	percent	percent	NOUN
crl-15460	67	11	of	of	ADP
crl-15460	67	12	their	their	PRON
crl-15460	67	13	questionnaires	questionnaire	NOUN
crl-15460	67	14	.	.	PUNCT
crl-15460	68	1	for	for	ADP
crl-15460	68	2	the	the	DET
crl-15460	68	3	three	three	NUM
crl-15460	68	4	libraries	library	NOUN
crl-15460	68	5	remaining	remain	VERB
crl-15460	68	6	in	in	ADP
crl-15460	68	7	the	the	DET
crl-15460	68	8	analysis	analysis	NOUN
crl-15460	68	9	,	,	PUNCT
crl-15460	68	10	missing	miss	VERB
crl-15460	68	11	data	datum	NOUN
crl-15460	68	12	for	for	ADP
crl-15460	68	13	individual	individual	ADJ
crl-15460	68	14	ques­	ques­	PROPN
crl-15460	68	15	tions	tion	NOUN
crl-15460	68	16	ranged	range	VERB
crl-15460	68	17	from	from	ADP
crl-15460	68	18	21	21	NUM
crl-15460	68	19	percent	percent	NOUN
crl-15460	68	20	for	for	ADP
crl-15460	68	21	question	question	NOUN
crl-15460	68	22	17	17	NUM
crl-15460	68	23	,	,	PUNCT
crl-15460	68	24	part	part	NOUN
crl-15460	68	25	of	of	ADP
crl-15460	68	26	the	the	DET
crl-15460	68	27	assurance	assurance	NOUN
crl-15460	68	28	dimension	dimension	NOUN
crl-15460	68	29	,	,	PUNCT
crl-15460	68	30	to	to	ADP
crl-15460	68	31	only	only	ADV
crl-15460	68	32	one	one	NUM
crl-15460	68	33	percent	percent	NOUN
crl-15460	68	34	for	for	ADP
crl-15460	68	35	several	several	ADJ
crl-15460	68	36	questions	question	NOUN
crl-15460	68	37	,	,	PUNCT
crl-15460	68	38	includ­	includ­	PROPN
crl-15460	68	39	ing	ing	ADJ
crl-15460	68	40	23	23	NUM
crl-15460	68	41	and	and	CCONJ
crl-15460	68	42	24	24	NUM
crl-15460	68	43	,	,	PUNCT
crl-15460	68	44	the	the	DET
crl-15460	68	45	overall	overall	ADJ
crl-15460	68	46	quality	quality	NOUN
crl-15460	68	47	and	and	CCONJ
crl-15460	68	48	sat­	sat­	NOUN
crl-15460	68	49	isfaction	isfaction	NOUN
crl-15460	68	50	questions	question	NOUN
crl-15460	68	51	.	.	PUNCT
crl-15460	69	1	table	table	NOUN
crl-15460	69	2	3	3	NUM
crl-15460	69	3	shows	show	NOUN
crl-15460	69	4	mean	mean	VERB
crl-15460	69	5	values	value	NOUN
crl-15460	69	6	for	for	ADP
crl-15460	69	7	the	the	DET
crl-15460	69	8	dimensions	dimension	NOUN
crl-15460	69	9	,	,	PUNCT
crl-15460	69	10	and	and	CCONJ
crl-15460	69	11	for	for	ADP
crl-15460	69	12	ques­	ques­	PROPN
crl-15460	69	13	tions	tion	NOUN
crl-15460	69	14	23	23	NUM
crl-15460	69	15	and	and	CCONJ
crl-15460	69	16	24	24	NUM
crl-15460	69	17	,	,	PUNCT
crl-15460	69	18	for	for	ADP
crl-15460	69	19	each	each	DET
crl-15460	69	20	library	library	NOUN
crl-15460	69	21	.	.	PUNCT
crl-15460	70	1	there	there	PRON
crl-15460	70	2	were	be	VERB
crl-15460	70	3	no	no	DET
crl-15460	70	4	significant	significant	ADJ
crl-15460	70	5	differences	difference	NOUN
crl-15460	70	6	among	among	ADP
crl-15460	70	7	the	the	DET
crl-15460	70	8	libraries	library	NOUN
crl-15460	70	9	in	in	ADP
crl-15460	70	10	the	the	DET
crl-15460	70	11	overall	overall	ADJ
crl-15460	70	12	qual­	qual­	PROPN
crl-15460	70	13	ity	ity	PROPN
crl-15460	70	14	or	or	CCONJ
crl-15460	70	15	satisfaction	satisfaction	NOUN
crl-15460	70	16	questions	question	NOUN
crl-15460	70	17	(	(	PUNCT
crl-15460	70	18	23	23	NUM
crl-15460	70	19	,	,	PUNCT
crl-15460	70	20	p	p	X
crl-15460	70	21	=	=	NOUN
crl-15460	70	22	0.33	0.33	NUM
crl-15460	70	23	;	;	PUNCT
crl-15460	70	24	24	24	NUM
crl-15460	70	25	,	,	PUNCT
crl-15460	70	26	p	p	NOUN
crl-15460	70	27	=	=	NOUN
crl-15460	70	28	0.81	0.81	NUM
crl-15460	70	29	)	)	PUNCT
crl-15460	70	30	.	.	PUNCT
crl-15460	71	1	the	the	DET
crl-15460	71	2	only	only	ADJ
crl-15460	71	3	dimension	dimension	NOUN
crl-15460	71	4	that	that	PRON
crl-15460	71	5	dif­	dif­	NOUN
crl-15460	71	6	fered	fere	VERB
crl-15460	71	7	significantly	significantly	ADV
crl-15460	71	8	among	among	ADP
crl-15460	71	9	the	the	DET
crl-15460	71	10	libraries	library	NOUN
crl-15460	71	11	was	be	AUX
crl-15460	71	12	tangibles	tangible	NOUN
crl-15460	71	13	(	(	PUNCT
crl-15460	71	14	p	p	X
crl-15460	71	15	=	=	NOUN
crl-15460	71	16	0.026	0.026	NUM
crl-15460	71	17	)	)	PUNCT
crl-15460	71	18	.	.	PUNCT
crl-15460	72	1	a	a	DET
crl-15460	72	2	pair	pair	NOUN
crl-15460	72	3	-	-	PUNCT
crl-15460	72	4	wise	wise	ADJ
crl-15460	72	5	comparison	comparison	NOUN
crl-15460	72	6	of	of	ADP
crl-15460	72	7	the	the	DET
crl-15460	72	8	library	library	NOUN
crl-15460	72	9	means	mean	VERB
crl-15460	72	10	for	for	ADP
crl-15460	72	11	the	the	DET
crl-15460	72	12	tangibles	tangibles	PROPN
crl-15460	72	13	dimension	dimension	NOUN
crl-15460	72	14	indicated	indicate	VERB
crl-15460	72	15	that	that	SCONJ
crl-15460	72	16	the	the	DET
crl-15460	72	17	mean	mean	NOUN
crl-15460	72	18	for	for	ADP
crl-15460	72	19	library	library	NOUN
crl-15460	72	20	5	5	NUM
crl-15460	72	21	was	be	AUX
crl-15460	72	22	significantly	significantly	ADV
crl-15460	72	23	table	table	NOUN
crl-15460	72	24	3	3	NUM
crl-15460	72	25	benchmarking	benchmarke	VERB
crl-15460	72	26	survey	survey	NOUN
crl-15460	72	27	:	:	PUNCT
crl-15460	72	28	mean	mean	VERB
crl-15460	72	29	values	value	NOUN
crl-15460	72	30	by	by	ADP
crl-15460	72	31	library	library	ADJ
crl-15460	72	32	library	library	NOUN
crl-15460	72	33	3	3	NUM
crl-15460	72	34	library	library	NOUN
crl-15460	72	35	4	4	NUM
crl-15460	72	36	library	library	NOUN
crl-15460	72	37	5	5	NUM
crl-15460	72	38	dimension	dimension	NOUN
crl-15460	72	39	responsiveness	responsiveness	NOUN
crl-15460	72	40	#	#	NOUN
crl-15460	72	41	empathy	empathy	NOUN
crl-15460	72	42	tangibles	tangible	NOUN
crl-15460	72	43	.	.	PUNCT
crl-15460	73	1	reliability	reliability	NOUN
crl-15460	73	2	'	'	PART
crl-15460	73	3	assurance	assurance	NOUN
crl-15460	73	4	.	.	PUNCT
crl-15460	74	1	quality	quality	NOUN
crl-15460	74	2	(	(	PUNCT
crl-15460	74	3	23	23	NUM
crl-15460	74	4	)	)	PUNCT
crl-15460	74	5	'	'	PART
crl-15460	74	6	satisfaction	satisfaction	NOUN
crl-15460	74	7	(	(	PUNCT
crl-15460	74	8	24	24	NUM
crl-15460	74	9	)	)	PUNCT
crl-15460	74	10	'	'	PART
crl-15460	74	11	n	n	ADV
crl-15460	74	12	43	43	NUM
crl-15460	74	13	45	45	NUM
crl-15460	74	14	45	45	NUM
crl-15460	74	15	40	40	NUM
crl-15460	74	16	38	38	NUM
crl-15460	74	17	48	48	NUM
crl-15460	74	18	48	48	NUM
crl-15460	74	19	mean	mean	NOUN
crl-15460	74	20	1.74	1.74	NUM
crl-15460	74	21	1.84	1.84	NUM
crl-15460	74	22	6.22	6.22	NUM
crl-15460	74	23	6.47	6.47	NUM
crl-15460	74	24	6.26	6.26	NUM
crl-15460	74	25	6.35	6.35	NUM
crl-15460	74	26	6.33	6.33	NUM
crl-15460	74	27	st	st	PROPN
crl-15460	74	28	.	.	PROPN
crl-15460	74	29	dev	dev	PROPN
crl-15460	74	30	.	.	PUNCT
crl-15460	75	1	0.79	0.79	NUM
crl-15460	75	2	0.81	0.81	NUM
crl-15460	75	3	0.65	0.65	NUM
crl-15460	75	4	0.76	0.76	NUM
crl-15460	75	5	0.64	0.64	NUM
crl-15460	75	6	0.67	0.67	NUM
crl-15460	75	7	1.08	1.08	NUM
crl-15460	75	8	n	n	NUM
crl-15460	75	9	40	40	NUM
crl-15460	75	10	43	43	NUM
crl-15460	75	11	47	47	NUM
crl-15460	75	12	41	41	NUM
crl-15460	75	13	39	39	NUM
crl-15460	75	14	50	50	NUM
crl-15460	75	15	50	50	NUM
crl-15460	75	16	mean	mean	NOUN
crl-15460	75	17	2.04	2.04	NUM
crl-15460	75	18	1.85	1.85	NUM
crl-15460	75	19	6.16	6.16	NUM
crl-15460	75	20	6.40	6.40	NUM
crl-15460	75	21	6.30	6.30	NUM
crl-15460	75	22	6.24	6.24	NUM
crl-15460	75	23	6.42	6.42	NUM
crl-15460	75	24	st	st	PROPN
crl-15460	75	25	.	.	PROPN
crl-15460	75	26	dev	dev	PROPN
crl-15460	75	27	.	.	PROPN
crl-15460	75	28	0.99	0.99	NUM
crl-15460	75	29	0.79	0.79	NUM
crl-15460	75	30	0.76	0.76	NUM
crl-15460	75	31	0.73	0.73	NUM
crl-15460	75	32	0.70	0.70	NUM
crl-15460	75	33	0.74	0.74	NUM
crl-15460	75	34	0.70	0.70	NUM
crl-15460	75	35	n	n	NUM
crl-15460	75	36	64	64	NUM
crl-15460	75	37	71	71	NUM
crl-15460	75	38	82	82	NUM
crl-15460	75	39	73	73	NUM
crl-15460	75	40	64	64	NUM
crl-15460	75	41	83	83	NUM
crl-15460	75	42	83	83	NUM
crl-15460	75	43	mean	mean	NOUN
crl-15460	75	44	1.99	1.99	NUM
crl-15460	75	45	1.90	1.90	NUM
crl-15460	75	46	5.83	5.83	NUM
crl-15460	75	47	6.37	6.37	NUM
crl-15460	75	48	6.27	6.27	NUM
crl-15460	75	49	6.43	6.43	NUM
crl-15460	75	50	6.43	6.43	NUM
crl-15460	75	51	st	st	PROPN
crl-15460	75	52	.	.	PROPN
crl-15460	75	53	dev	dev	PROPN
crl-15460	75	54	.	.	PROPN
crl-15460	76	1	1.01	1.01	NUM
crl-15460	76	2	0.99	0.99	NUM
crl-15460	76	3	1.03	1.03	NUM
crl-15460	76	4	1.04	1.04	NUM
crl-15460	76	5	0.86	0.86	NUM
crl-15460	76	6	0.75	0.75	NUM
crl-15460	76	7	0.83	0.83	NUM
crl-15460	76	8	,	,	PUNCT
crl-15460	76	9	positively	positively	ADV
crl-15460	76	10	worded	word	VERB
crl-15460	76	11	questions	question	NOUN
crl-15460	76	12	;	;	PUNCT
crl-15460	76	13	response	response	NOUN
crl-15460	76	14	scale	scale	NOUN
crl-15460	76	15	i	i	PRON
crl-15460	76	16	to	to	ADP
crl-15460	76	17	7	7	NUM
crl-15460	76	18	;	;	PUNCT
crl-15460	76	19	7	7	NUM
crl-15460	76	20	=	=	NUM
crl-15460	76	21	strongest	strong	ADJ
crl-15460	76	22	agreement	agreement	NOUN
crl-15460	76	23	.	.	PUNCT
crl-15460	77	1	#	#	NOUN
crl-15460	77	2	negatively	negatively	ADV
crl-15460	77	3	worded	word	VERB
crl-15460	77	4	questions	question	NOUN
crl-15460	77	5	;	;	PUNCT
crl-15460	77	6	response	response	NOUN
crl-15460	77	7	scale	scale	NOUN
crl-15460	77	8	i	i	PRON
crl-15460	77	9	to	to	ADP
crl-15460	77	10	7	7	NUM
crl-15460	77	11	;	;	PUNCT
crl-15460	77	12	i	i	PRON
crl-15460	77	13	=	=	PUNCT
crl-15460	77	14	strongest	strong	ADJ
crl-15460	77	15	disagreement	disagreement	NOUN
crl-15460	77	16	.	.	PUNCT
crl-15460	78	1	http	http	ADJ
crl-15460	78	2	:	:	PUNCT
crl-15460	78	3	acceptable.22	acceptable.22	NOUN
crl-15460	78	4	352	352	NUM
crl-15460	78	5	college	college	PROPN
crl-15460	78	6	&	&	CCONJ
crl-15460	78	7	research	research	PROPN
crl-15460	78	8	libraries	library	NOUN
crl-15460	78	9	july	july	PROPN
crl-15460	78	10	2001	2001	NUM
crl-15460	78	11	lower	low	ADJ
crl-15460	78	12	than	than	ADP
crl-15460	78	13	those	those	PRON
crl-15460	78	14	for	for	ADP
crl-15460	78	15	the	the	DET
crl-15460	78	16	other	other	ADJ
crl-15460	78	17	two	two	NUM
crl-15460	78	18	librar­	librar­	NUM
crl-15460	78	19	ies	ie	NOUN
crl-15460	78	20	,	,	PUNCT
crl-15460	78	21	whose	whose	DET
crl-15460	78	22	means	mean	NOUN
crl-15460	78	23	did	do	AUX
crl-15460	78	24	not	not	PART
crl-15460	78	25	differ	differ	VERB
crl-15460	78	26	signifi­	signifi­	NOUN
crl-15460	78	27	cantly	cantly	ADV
crl-15460	78	28	from	from	ADP
crl-15460	78	29	each	each	DET
crl-15460	78	30	other	other	ADJ
crl-15460	78	31	.	.	PUNCT
crl-15460	79	1	the	the	DET
crl-15460	79	2	three	three	NUM
crl-15460	79	3	librar­	librar­	PROPN
crl-15460	79	4	ies	ie	NOUN
crl-15460	79	5	were	be	AUX
crl-15460	79	6	not	not	PART
crl-15460	79	7	statistically	statistically	ADV
crl-15460	79	8	different	different	ADJ
crl-15460	79	9	from	from	ADP
crl-15460	79	10	each	each	DET
crl-15460	79	11	other	other	ADJ
crl-15460	79	12	on	on	ADP
crl-15460	79	13	any	any	PRON
crl-15460	79	14	of	of	ADP
crl-15460	79	15	the	the	DET
crl-15460	79	16	other	other	ADJ
crl-15460	79	17	dimen­	dimen­	PRON
crl-15460	79	18	sions	sion	NOUN
crl-15460	79	19	(	(	PUNCT
crl-15460	79	20	all	all	DET
crl-15460	79	21	p	p	NOUN
crl-15460	79	22	-	-	PUNCT
crl-15460	79	23	values	value	NOUN
crl-15460	79	24	were	be	AUX
crl-15460	79	25	greater	great	ADJ
crl-15460	79	26	than	than	ADP
crl-15460	79	27	0.2	0.2	NUM
crl-15460	79	28	)	)	PUNCT
crl-15460	79	29	.	.	PUNCT
crl-15460	80	1	the	the	DET
crl-15460	80	2	majority	majority	NOUN
crl-15460	80	3	of	of	ADP
crl-15460	80	4	responses	response	NOUN
crl-15460	80	5	to	to	ADP
crl-15460	80	6	the	the	DET
crl-15460	80	7	openended	openende	VERB
crl-15460	80	8	question	question	NOUN
crl-15460	80	9	(	(	PUNCT
crl-15460	80	10	25	25	NUM
crl-15460	80	11	)	)	PUNCT
crl-15460	80	12	asking	ask	VERB
crl-15460	80	13	for	for	ADP
crl-15460	80	14	comments	comment	NOUN
crl-15460	80	15	on	on	ADP
crl-15460	80	16	reference	reference	NOUN
crl-15460	80	17	desk	desk	NOUN
crl-15460	80	18	services	service	NOUN
crl-15460	80	19	were	be	AUX
crl-15460	80	20	positive	positive	ADJ
crl-15460	80	21	(	(	PUNCT
crl-15460	80	22	73	73	NUM
crl-15460	80	23	%	%	NOUN
crl-15460	80	24	,	,	PUNCT
crl-15460	80	25	n	n	NOUN
crl-15460	80	26	=	=	SYM
crl-15460	80	27	70	70	NUM
crl-15460	80	28	)	)	PUNCT
crl-15460	80	29	.	.	PUNCT
crl-15460	81	1	discussion	discussion	NOUN
crl-15460	81	2	and	and	CCONJ
crl-15460	81	3	recommendations	recommendation	NOUN
crl-15460	81	4	the	the	DET
crl-15460	81	5	failure	failure	NOUN
crl-15460	81	6	of	of	ADP
crl-15460	81	7	half	half	NOUN
crl-15460	81	8	of	of	ADP
crl-15460	81	9	the	the	DET
crl-15460	81	10	libraries	library	NOUN
crl-15460	81	11	to	to	PART
crl-15460	81	12	re­	re­	AUX
crl-15460	81	13	turn	turn	VERB
crl-15460	81	14	sufficient	sufficient	ADJ
crl-15460	81	15	surveys	survey	NOUN
crl-15460	81	16	for	for	ADP
crl-15460	81	17	inclusion	inclusion	NOUN
crl-15460	81	18	in	in	ADP
crl-15460	81	19	the	the	DET
crl-15460	81	20	analysis	analysis	NOUN
crl-15460	81	21	was	be	AUX
crl-15460	81	22	discouraging	discourage	VERB
crl-15460	81	23	.	.	PUNCT
crl-15460	82	1	approval	approval	NOUN
crl-15460	82	2	of	of	ADP
crl-15460	82	3	the	the	DET
crl-15460	82	4	study	study	NOUN
crl-15460	82	5	by	by	ADP
crl-15460	82	6	library	library	ADJ
crl-15460	82	7	directors	director	NOUN
crl-15460	82	8	,	,	PUNCT
crl-15460	82	9	though	though	SCONJ
crl-15460	82	10	a	a	DET
crl-15460	82	11	necessary	necessary	ADJ
crl-15460	82	12	step	step	NOUN
crl-15460	82	13	,	,	PUNCT
crl-15460	82	14	was	be	AUX
crl-15460	82	15	not	not	PART
crl-15460	82	16	sufficient	sufficient	ADJ
crl-15460	82	17	to	to	PART
crl-15460	82	18	en­	en­	VERB
crl-15460	82	19	sure	sure	ADJ
crl-15460	82	20	that	that	SCONJ
crl-15460	82	21	the	the	DET
crl-15460	82	22	surveys	survey	NOUN
crl-15460	82	23	would	would	AUX
crl-15460	82	24	be	be	AUX
crl-15460	82	25	completed	complete	VERB
crl-15460	82	26	and	and	CCONJ
crl-15460	82	27	returned	return	VERB
crl-15460	82	28	.	.	PUNCT
crl-15460	83	1	the	the	DET
crl-15460	83	2	authors	author	NOUN
crl-15460	83	3	recognize	recognize	VERB
crl-15460	83	4	that	that	SCONJ
crl-15460	83	5	additional	additional	ADJ
crl-15460	83	6	groundwork	groundwork	NOUN
crl-15460	83	7	must	must	AUX
crl-15460	83	8	be	be	AUX
crl-15460	83	9	laid	lay	VERB
crl-15460	83	10	in	in	ADP
crl-15460	83	11	order	order	NOUN
crl-15460	83	12	for	for	ADP
crl-15460	83	13	similar	similar	ADJ
crl-15460	83	14	projects	project	NOUN
crl-15460	83	15	to	to	PART
crl-15460	83	16	be	be	AUX
crl-15460	83	17	success­	success­	NOUN
crl-15460	83	18	ful	ful	NOUN
crl-15460	83	19	.	.	PUNCT
crl-15460	84	1	options	option	NOUN
crl-15460	84	2	include	include	VERB
crl-15460	84	3	developing	develop	VERB
crl-15460	84	4	contacts	contact	NOUN
crl-15460	84	5	among	among	ADP
crl-15460	84	6	interested	interested	ADJ
crl-15460	84	7	reference	reference	NOUN
crl-15460	84	8	staff	staff	NOUN
crl-15460	84	9	prior	prior	ADV
crl-15460	84	10	to	to	ADP
crl-15460	84	11	conducting	conduct	VERB
crl-15460	84	12	the	the	DET
crl-15460	84	13	study	study	NOUN
crl-15460	84	14	,	,	PUNCT
crl-15460	84	15	with	with	ADP
crl-15460	84	16	continued	continued	ADJ
crl-15460	84	17	communication	communication	NOUN
crl-15460	84	18	throughout	throughout	ADP
crl-15460	84	19	its	its	PRON
crl-15460	84	20	course	course	NOUN
crl-15460	84	21	.	.	PUNCT
crl-15460	85	1	without	without	ADP
crl-15460	85	2	at	at	ADV
crl-15460	85	3	least	least	ADV
crl-15460	85	4	one	one	NUM
crl-15460	85	5	person	person	NOUN
crl-15460	85	6	at	at	ADP
crl-15460	85	7	each	each	DET
crl-15460	85	8	library	library	NOUN
crl-15460	85	9	committed	commit	VERB
crl-15460	85	10	to	to	ADP
crl-15460	85	11	completing	complete	VERB
crl-15460	85	12	the	the	DET
crl-15460	85	13	survey	survey	NOUN
crl-15460	85	14	,	,	PUNCT
crl-15460	85	15	it	it	PRON
crl-15460	85	16	is	be	AUX
crl-15460	85	17	unlikely	unlikely	ADJ
crl-15460	85	18	that	that	SCONJ
crl-15460	85	19	response	response	NOUN
crl-15460	85	20	rates	rate	NOUN
crl-15460	85	21	will	will	AUX
crl-15460	85	22	improve	improve	VERB
crl-15460	85	23	.	.	PUNCT
crl-15460	86	1	a	a	DET
crl-15460	86	2	more	more	ADV
crl-15460	86	3	costly	costly	ADJ
crl-15460	86	4	alternative	alternative	NOUN
crl-15460	86	5	would	would	AUX
crl-15460	86	6	be	be	AUX
crl-15460	86	7	to	to	PART
crl-15460	86	8	have	have	VERB
crl-15460	86	9	the	the	DET
crl-15460	86	10	survey	survey	NOUN
crl-15460	86	11	administered	administer	VERB
crl-15460	86	12	by	by	ADP
crl-15460	86	13	a	a	DET
crl-15460	86	14	third	third	ADJ
crl-15460	86	15	party	party	NOUN
crl-15460	86	16	.	.	PUNCT
crl-15460	87	1	this	this	PRON
crl-15460	87	2	would	would	AUX
crl-15460	87	3	present	present	VERB
crl-15460	87	4	logistical	logistical	ADJ
crl-15460	87	5	prob­	prob­	NOUN
crl-15460	87	6	lems	lem	NOUN
crl-15460	87	7	if	if	SCONJ
crl-15460	87	8	nonlibrary	nonlibrary	ADJ
crl-15460	87	9	personnel	personnel	NOUN
crl-15460	87	10	were	be	AUX
crl-15460	87	11	needed	need	VERB
crl-15460	87	12	at	at	ADP
crl-15460	87	13	the	the	DET
crl-15460	87	14	reference	reference	NOUN
crl-15460	87	15	desk	desk	NOUN
crl-15460	87	16	to	to	PART
crl-15460	87	17	distribute	distribute	VERB
crl-15460	87	18	ques­	ques­	PROPN
crl-15460	87	19	tionnaires	tionnaire	NOUN
crl-15460	87	20	.	.	PUNCT
crl-15460	88	1	one	one	NUM
crl-15460	88	2	strength	strength	NOUN
crl-15460	88	3	of	of	ADP
crl-15460	88	4	the	the	DET
crl-15460	88	5	current	current	ADJ
crl-15460	88	6	study	study	NOUN
crl-15460	88	7	is	be	AUX
crl-15460	88	8	that	that	SCONJ
crl-15460	88	9	a	a	DET
crl-15460	88	10	standard	standard	ADJ
crl-15460	88	11	instrument	instrument	NOUN
crl-15460	88	12	was	be	AUX
crl-15460	88	13	completed	complete	VERB
crl-15460	88	14	dur­	dur­	ADJ
crl-15460	88	15	ing	e	VERB
crl-15460	88	16	the	the	DET
crl-15460	88	17	same	same	ADJ
crl-15460	88	18	time	time	NOUN
crl-15460	88	19	period	period	NOUN
crl-15460	88	20	in	in	ADP
crl-15460	88	21	multiple	multiple	ADJ
crl-15460	88	22	loca­	loca­	ADJ
crl-15460	88	23	tions	tion	NOUN
crl-15460	88	24	.	.	PUNCT
crl-15460	89	1	this	this	PRON
crl-15460	89	2	should	should	AUX
crl-15460	89	3	improve	improve	VERB
crl-15460	89	4	our	our	PRON
crl-15460	89	5	ability	ability	NOUN
crl-15460	89	6	to	to	PART
crl-15460	89	7	make	make	VERB
crl-15460	89	8	comparisons	comparison	NOUN
crl-15460	89	9	and	and	CCONJ
crl-15460	89	10	make	make	VERB
crl-15460	89	11	us	we	PRON
crl-15460	89	12	more	more	ADJ
crl-15460	89	13	con­	con­	NOUN
crl-15460	89	14	fident	fident	NOUN
crl-15460	89	15	in	in	ADP
crl-15460	89	16	their	their	PRON
crl-15460	89	17	results	result	NOUN
crl-15460	89	18	.	.	PUNCT
crl-15460	90	1	however	however	ADV
crl-15460	90	2	,	,	PUNCT
crl-15460	90	3	as	as	ADP
crl-15460	90	4	an	an	DET
crl-15460	90	5	al­	al­	NOUN
crl-15460	90	6	ternative	ternative	NOUN
crl-15460	90	7	,	,	PUNCT
crl-15460	90	8	if	if	SCONJ
crl-15460	90	9	a	a	DET
crl-15460	90	10	standard	standard	ADJ
crl-15460	90	11	instrument	instrument	NOUN
crl-15460	90	12	was	be	AUX
crl-15460	90	13	used	use	VERB
crl-15460	90	14	by	by	ADP
crl-15460	90	15	different	different	ADJ
crl-15460	90	16	libraries	library	NOUN
crl-15460	90	17	on	on	ADP
crl-15460	90	18	an	an	DET
crl-15460	90	19	ongoing	ongoing	ADJ
crl-15460	90	20	basis	basis	NOUN
crl-15460	90	21	and	and	CCONJ
crl-15460	90	22	the	the	DET
crl-15460	90	23	results	result	NOUN
crl-15460	90	24	made	make	VERB
crl-15460	90	25	available	available	ADJ
crl-15460	90	26	to	to	ADP
crl-15460	90	27	other	other	ADJ
crl-15460	90	28	institutions	institution	NOUN
crl-15460	90	29	(	(	PUNCT
crl-15460	90	30	as	as	SCONJ
crl-15460	90	31	has	have	AUX
crl-15460	90	32	been	be	AUX
crl-15460	90	33	suggested	suggest	VERB
crl-15460	90	34	for	for	ADP
crl-15460	90	35	web	web	NOUN
crl-15460	90	36	site	site	NOUN
crl-15460	90	37	statistics24	statistics24	NOUN
crl-15460	90	38	)	)	PUNCT
crl-15460	90	39	,	,	PUNCT
crl-15460	90	40	an	an	DET
crl-15460	90	41	individual	individual	ADJ
crl-15460	90	42	li­	li­	NOUN
crl-15460	90	43	brary	brary	NOUN
crl-15460	90	44	could	could	AUX
crl-15460	90	45	use	use	VERB
crl-15460	90	46	the	the	DET
crl-15460	90	47	previously	previously	ADV
crl-15460	90	48	collected	collect	VERB
crl-15460	90	49	results	result	NOUN
crl-15460	90	50	for	for	ADP
crl-15460	90	51	benchmarking	benchmarke	VERB
crl-15460	90	52	.	.	PUNCT
crl-15460	91	1	the	the	DET
crl-15460	91	2	majority	majority	NOUN
crl-15460	91	3	of	of	ADP
crl-15460	91	4	user	user	NOUN
crl-15460	91	5	responses	response	NOUN
crl-15460	91	6	from	from	ADP
crl-15460	91	7	all	all	DET
crl-15460	91	8	libraries	library	NOUN
crl-15460	91	9	included	include	VERB
crl-15460	91	10	in	in	ADP
crl-15460	91	11	the	the	DET
crl-15460	91	12	analysis	analysis	NOUN
crl-15460	91	13	in­	in­	ADP
crl-15460	91	14	dicated	dicate	VERB
crl-15460	91	15	high	high	ADJ
crl-15460	91	16	satisfaction	satisfaction	NOUN
crl-15460	91	17	with	with	ADP
crl-15460	91	18	reference	reference	NOUN
crl-15460	91	19	desk	desk	NOUN
crl-15460	91	20	services	service	NOUN
crl-15460	91	21	.	.	PUNCT
crl-15460	92	1	the	the	DET
crl-15460	92	2	average	average	ADJ
crl-15460	92	3	response	response	NOUN
crl-15460	92	4	for	for	ADP
crl-15460	92	5	the	the	DET
crl-15460	92	6	three	three	NUM
crl-15460	92	7	libraries	library	NOUN
crl-15460	92	8	combined	combine	VERB
crl-15460	92	9	was	be	AUX
crl-15460	92	10	6.4	6.4	NUM
crl-15460	92	11	on	on	ADP
crl-15460	92	12	a	a	DET
crl-15460	92	13	scale	scale	NOUN
crl-15460	92	14	of	of	ADP
crl-15460	92	15	1	1	NUM
crl-15460	92	16	to	to	PART
crl-15460	92	17	7	7	NUM
crl-15460	92	18	for	for	ADP
crl-15460	92	19	the	the	DET
crl-15460	92	20	satisfaction	satisfaction	NOUN
crl-15460	92	21	ques­	ques­	PROPN
crl-15460	92	22	tion	tion	NOUN
crl-15460	92	23	.	.	PUNCT
crl-15460	93	1	the	the	DET
crl-15460	93	2	comments	comment	NOUN
crl-15460	93	3	written	write	VERB
crl-15460	93	4	in	in	ADP
crl-15460	93	5	response	response	NOUN
crl-15460	93	6	to	to	ADP
crl-15460	93	7	optional	optional	ADJ
crl-15460	93	8	question	question	NOUN
crl-15460	93	9	25	25	NUM
crl-15460	93	10	further	far	ADV
crl-15460	93	11	substan­	substan­	NUM
crl-15460	93	12	tiated	tiate	VERB
crl-15460	93	13	this	this	DET
crl-15460	93	14	overall	overall	ADJ
crl-15460	93	15	positive	positive	ADJ
crl-15460	93	16	assessment	assessment	NOUN
crl-15460	93	17	.	.	PUNCT
crl-15460	94	1	unfortunately	unfortunately	ADV
crl-15460	94	2	,	,	PUNCT
crl-15460	94	3	this	this	DET
crl-15460	94	4	nearly	nearly	ADV
crl-15460	94	5	unanimous	unanimous	ADJ
crl-15460	94	6	high	high	ADJ
crl-15460	94	7	approval	approval	NOUN
crl-15460	94	8	can	can	AUX
crl-15460	94	9	not	not	PART
crl-15460	94	10	be	be	AUX
crl-15460	94	11	used	use	VERB
crl-15460	94	12	to	to	PART
crl-15460	94	13	bench­	bench­	VERB
crl-15460	94	14	mark	mark	PROPN
crl-15460	94	15	service	service	PROPN
crl-15460	94	16	,	,	PUNCT
crl-15460	94	17	as	as	ADV
crl-15460	94	18	originally	originally	ADV
crl-15460	94	19	intended	intend	VERB
crl-15460	94	20	,	,	PUNCT
crl-15460	94	21	be­	be­	VERB
crl-15460	94	22	cause	cause	SCONJ
crl-15460	94	23	the	the	DET
crl-15460	94	24	libraries	library	NOUN
crl-15460	94	25	did	do	AUX
crl-15460	94	26	not	not	PART
crl-15460	94	27	differ	differ	VERB
crl-15460	94	28	.	.	PUNCT
crl-15460	95	1	the	the	DET
crl-15460	95	2	sur­	sur­	ADJ
crl-15460	95	3	vey	vey	NOUN
crl-15460	95	4	failed	fail	VERB
crl-15460	95	5	to	to	PART
crl-15460	95	6	identify	identify	VERB
crl-15460	95	7	a	a	DET
crl-15460	95	8	single	single	ADJ
crl-15460	95	9	“	"	PUNCT
crl-15460	95	10	best	good	ADJ
crl-15460	95	11	”	"	PUNCT
crl-15460	95	12	li­	li­	NOUN
crl-15460	95	13	brary	brary	VERB
crl-15460	95	14	on	on	ADP
crl-15460	95	15	either	either	PRON
crl-15460	95	16	of	of	ADP
crl-15460	95	17	the	the	DET
crl-15460	95	18	overall	overall	ADJ
crl-15460	95	19	measures	measure	NOUN
crl-15460	95	20	as	as	ADV
crl-15460	95	21	well	well	ADV
crl-15460	95	22	as	as	ADP
crl-15460	95	23	on	on	ADP
crl-15460	95	24	four	four	NUM
crl-15460	95	25	of	of	ADP
crl-15460	95	26	the	the	DET
crl-15460	95	27	five	five	NUM
crl-15460	95	28	service	service	NOUN
crl-15460	95	29	dimen­	dimen­	NOUN
crl-15460	95	30	sions	sion	NOUN
crl-15460	95	31	,	,	PUNCT
crl-15460	95	32	making	make	VERB
crl-15460	95	33	the	the	DET
crl-15460	95	34	results	result	NOUN
crl-15460	95	35	inadequate	inadequate	ADJ
crl-15460	95	36	for	for	ADP
crl-15460	95	37	benchmarking	benchmarke	VERB
crl-15460	95	38	purposes	purpose	NOUN
crl-15460	95	39	.	.	PUNCT
crl-15460	96	1	the	the	DET
crl-15460	96	2	one	one	NUM
crl-15460	96	3	area	area	NOUN
crl-15460	96	4	in	in	ADP
crl-15460	96	5	which	which	PRON
crl-15460	96	6	the	the	DET
crl-15460	96	7	libraries	library	NOUN
crl-15460	96	8	differed	differ	VERB
crl-15460	96	9	was	be	AUX
crl-15460	96	10	tangibles	tangible	NOUN
crl-15460	96	11	,	,	PUNCT
crl-15460	96	12	which	which	PRON
crl-15460	96	13	includes	include	VERB
crl-15460	96	14	physical	physical	ADJ
crl-15460	96	15	facilities	facility	NOUN
crl-15460	96	16	,	,	PUNCT
crl-15460	96	17	equip­	equip­	X
crl-15460	96	18	ment	ment	NOUN
crl-15460	96	19	,	,	PUNCT
crl-15460	96	20	and	and	CCONJ
crl-15460	96	21	appearance	appearance	NOUN
crl-15460	96	22	.	.	PUNCT
crl-15460	97	1	interestingly	interestingly	ADV
crl-15460	97	2	,	,	PUNCT
crl-15460	97	3	the	the	DET
crl-15460	97	4	lowest	lowest	ADV
crl-15460	97	5	-	-	PUNCT
crl-15460	97	6	rated	rate	VERB
crl-15460	97	7	library	library	NOUN
crl-15460	97	8	has	have	AUX
crl-15460	97	9	since	since	ADV
crl-15460	97	10	been	be	AUX
crl-15460	97	11	re­	re­	AUX
crl-15460	97	12	modeled	model	VERB
crl-15460	97	13	.	.	PUNCT
crl-15460	98	1	the	the	DET
crl-15460	98	2	methodology	methodology	NOUN
crl-15460	98	3	used	use	VERB
crl-15460	98	4	in	in	ADP
crl-15460	98	5	the	the	DET
crl-15460	98	6	study	study	NOUN
crl-15460	98	7	was	be	AUX
crl-15460	98	8	sensitive	sensitive	ADJ
crl-15460	98	9	enough	enough	ADV
crl-15460	98	10	to	to	PART
crl-15460	98	11	pick	pick	VERB
crl-15460	98	12	up	up	ADP
crl-15460	98	13	the	the	DET
crl-15460	98	14	dif­	dif­	NOUN
crl-15460	98	15	ference	ference	NOUN
crl-15460	98	16	among	among	ADP
crl-15460	98	17	the	the	DET
crl-15460	98	18	libraries	library	NOUN
crl-15460	98	19	in	in	ADP
crl-15460	98	20	physical	physical	ADJ
crl-15460	98	21	appearance	appearance	NOUN
crl-15460	98	22	.	.	PUNCT
crl-15460	99	1	why	why	SCONJ
crl-15460	99	2	,	,	PUNCT
crl-15460	99	3	then	then	ADV
crl-15460	99	4	,	,	PUNCT
crl-15460	99	5	was	be	AUX
crl-15460	99	6	no	no	DET
crl-15460	99	7	difference	difference	NOUN
crl-15460	99	8	seen	see	VERB
crl-15460	99	9	on	on	ADP
crl-15460	99	10	any	any	DET
crl-15460	99	11	other	other	ADJ
crl-15460	99	12	measure	measure	NOUN
crl-15460	99	13	?	?	PUNCT
crl-15460	100	1	explanations	explanation	NOUN
crl-15460	100	2	include	include	VERB
crl-15460	100	3	the	the	DET
crl-15460	100	4	possibility	possibility	NOUN
crl-15460	100	5	that	that	SCONJ
crl-15460	100	6	all	all	DET
crl-15460	100	7	the	the	DET
crl-15460	100	8	librar­	librar­	PROPN
crl-15460	100	9	ies	ie	NOUN
crl-15460	100	10	provide	provide	VERB
crl-15460	100	11	uniformly	uniformly	ADV
crl-15460	100	12	high	high	ADJ
crl-15460	100	13	-	-	PUNCT
crl-15460	100	14	quality	quality	NOUN
crl-15460	100	15	refer­	refer­	PROPN
crl-15460	100	16	ence	ence	NOUN
crl-15460	100	17	service	service	NOUN
crl-15460	100	18	,	,	PUNCT
crl-15460	100	19	with	with	ADP
crl-15460	100	20	highly	highly	ADV
crl-15460	100	21	satisfied	satisfied	ADJ
crl-15460	100	22	pa­	pa­	ADJ
crl-15460	100	23	trons	tron	NOUN
crl-15460	100	24	.	.	PUNCT
crl-15460	101	1	this	this	DET
crl-15460	101	2	possibility	possibility	NOUN
crl-15460	101	3	can	can	AUX
crl-15460	101	4	not	not	PART
crl-15460	101	5	be	be	AUX
crl-15460	101	6	ruled	rule	VERB
crl-15460	101	7	out	out	ADP
crl-15460	101	8	,	,	PUNCT
crl-15460	101	9	on	on	ADP
crl-15460	101	10	the	the	DET
crl-15460	101	11	basis	basis	NOUN
crl-15460	101	12	of	of	ADP
crl-15460	101	13	the	the	DET
crl-15460	101	14	current	current	ADJ
crl-15460	101	15	results	result	NOUN
crl-15460	101	16	(	(	PUNCT
crl-15460	101	17	nor	nor	CCONJ
crl-15460	101	18	do	do	AUX
crl-15460	101	19	the	the	DET
crl-15460	101	20	authors	author	NOUN
crl-15460	101	21	particularly	particularly	ADV
crl-15460	101	22	want	want	VERB
crl-15460	101	23	to	to	PART
crl-15460	101	24	rule	rule	VERB
crl-15460	101	25	it	it	PRON
crl-15460	101	26	out	out	ADP
crl-15460	101	27	)	)	PUNCT
crl-15460	101	28	,	,	PUNCT
crl-15460	101	29	but	but	CCONJ
crl-15460	101	30	other	other	ADJ
crl-15460	101	31	possibilities	possibility	NOUN
crl-15460	101	32	come	come	VERB
crl-15460	101	33	to	to	ADP
crl-15460	101	34	mind	mind	NOUN
crl-15460	101	35	.	.	PUNCT
crl-15460	102	1	it	it	PRON
crl-15460	102	2	is	be	AUX
crl-15460	102	3	possible	possible	ADJ
crl-15460	102	4	that	that	SCONJ
crl-15460	102	5	only	only	ADV
crl-15460	102	6	satisfied	satisfied	ADJ
crl-15460	102	7	users	user	NOUN
crl-15460	102	8	,	,	PUNCT
crl-15460	102	9	those	those	PRON
crl-15460	102	10	with	with	ADP
crl-15460	102	11	a	a	DET
crl-15460	102	12	strong	strong	ADJ
crl-15460	102	13	motivation	motivation	NOUN
crl-15460	102	14	to	to	PART
crl-15460	102	15	“	"	PUNCT
crl-15460	102	16	help	help	VERB
crl-15460	102	17	out	out	ADP
crl-15460	102	18	”	"	PUNCT
crl-15460	102	19	the	the	DET
crl-15460	102	20	library	library	NOUN
crl-15460	102	21	,	,	PUNCT
crl-15460	102	22	agreed	agree	VERB
crl-15460	102	23	to	to	PART
crl-15460	102	24	complete	complete	VERB
crl-15460	102	25	the	the	DET
crl-15460	102	26	questionnaire	questionnaire	NOUN
crl-15460	102	27	or	or	CCONJ
crl-15460	102	28	took	take	VERB
crl-15460	102	29	the	the	DET
crl-15460	102	30	time	time	NOUN
crl-15460	102	31	to	to	PART
crl-15460	102	32	complete	complete	VERB
crl-15460	102	33	and	and	CCONJ
crl-15460	102	34	return	return	VERB
crl-15460	102	35	it	it	PRON
crl-15460	102	36	.	.	PUNCT
crl-15460	103	1	in	in	ADP
crl-15460	103	2	addition	addition	NOUN
crl-15460	103	3	,	,	PUNCT
crl-15460	103	4	it	it	PRON
crl-15460	103	5	is	be	AUX
crl-15460	103	6	possible	possible	ADJ
crl-15460	103	7	that	that	SCONJ
crl-15460	103	8	,	,	PUNCT
crl-15460	103	9	subconsciously	subconsciously	ADV
crl-15460	103	10	,	,	PUNCT
crl-15460	103	11	those	those	PRON
crl-15460	103	12	handing	hand	VERB
crl-15460	103	13	out	out	ADP
crl-15460	103	14	the	the	DET
crl-15460	103	15	questionnaire	questionnaire	NOUN
crl-15460	103	16	were	be	AUX
crl-15460	103	17	more	more	ADV
crl-15460	103	18	likely	likely	ADJ
crl-15460	103	19	to	to	PART
crl-15460	103	20	give	give	VERB
crl-15460	103	21	it	it	PRON
crl-15460	103	22	to	to	ADP
crl-15460	103	23	patrons	patron	NOUN
crl-15460	103	24	who	who	PRON
crl-15460	103	25	appeared	appear	VERB
crl-15460	103	26	to	to	PART
crl-15460	103	27	be	be	AUX
crl-15460	103	28	agree­	agree­	NOUN
crl-15460	103	29	able	able	ADJ
crl-15460	103	30	,	,	PUNCT
crl-15460	103	31	despite	despite	SCONJ
crl-15460	103	32	instructions	instruction	NOUN
crl-15460	103	33	to	to	PART
crl-15460	103	34	give	give	VERB
crl-15460	103	35	one	one	NUM
crl-15460	103	36	to	to	ADP
crl-15460	103	37	every	every	DET
crl-15460	103	38	other	other	ADJ
crl-15460	103	39	patron	patron	NOUN
crl-15460	103	40	.	.	PUNCT
crl-15460	104	1	finally	finally	ADV
crl-15460	104	2	,	,	PUNCT
crl-15460	104	3	it	it	PRON
crl-15460	104	4	is	be	AUX
crl-15460	104	5	possible	possible	ADJ
crl-15460	104	6	that	that	SCONJ
crl-15460	104	7	unhappy	unhappy	ADJ
crl-15460	104	8	patrons	patron	NOUN
crl-15460	104	9	are	be	AUX
crl-15460	104	10	less	less	ADV
crl-15460	104	11	likely	likely	ADJ
crl-15460	104	12	to	to	PART
crl-15460	104	13	even	even	ADV
crl-15460	104	14	enter	enter	VERB
crl-15460	104	15	the	the	DET
crl-15460	104	16	library	library	NOUN
crl-15460	104	17	.	.	PUNCT
crl-15460	105	1	all	all	PRON
crl-15460	105	2	of	of	ADP
crl-15460	105	3	these	these	DET
crl-15460	105	4	sources	source	NOUN
crl-15460	105	5	of	of	ADP
crl-15460	105	6	potential	potential	ADJ
crl-15460	105	7	bias	bias	NOUN
crl-15460	105	8	could	could	AUX
crl-15460	105	9	be	be	AUX
crl-15460	105	10	ameliorated	ameliorate	VERB
crl-15460	105	11	by	by	ADP
crl-15460	105	12	taking	take	VERB
crl-15460	105	13	a	a	DET
crl-15460	105	14	randomized	randomized	ADJ
crl-15460	105	15	sample	sample	NOUN
crl-15460	105	16	of	of	ADP
crl-15460	105	17	potential	potential	ADJ
crl-15460	105	18	reference	reference	NOUN
crl-15460	105	19	service	service	NOUN
crl-15460	105	20	users	user	NOUN
crl-15460	105	21	,	,	PUNCT
crl-15460	105	22	including	include	VERB
crl-15460	105	23	those	those	PRON
crl-15460	105	24	who	who	PRON
crl-15460	105	25	physically	physically	ADV
crl-15460	105	26	enter	enter	VERB
crl-15460	105	27	the	the	DET
crl-15460	105	28	library	library	NOUN
crl-15460	105	29	,	,	PUNCT
crl-15460	105	30	those	those	PRON
crl-15460	105	31	who	who	PRON
crl-15460	105	32	use	use	VERB
crl-15460	105	33	only	only	ADV
crl-15460	105	34	electronic	electronic	ADJ
crl-15460	105	35	resources	resource	NOUN
crl-15460	105	36	,	,	PUNCT
crl-15460	105	37	and	and	CCONJ
crl-15460	105	38	those	those	PRON
crl-15460	105	39	who	who	PRON
crl-15460	105	40	may	may	AUX
crl-15460	105	41	not	not	PART
crl-15460	105	42	use	use	VERB
crl-15460	105	43	the	the	DET
crl-15460	105	44	library	library	NOUN
crl-15460	105	45	at	at	ADV
crl-15460	105	46	all	all	ADV
crl-15460	105	47	.	.	PUNCT
crl-15460	106	1	of	of	ADP
crl-15460	106	2	course	course	NOUN
crl-15460	106	3	,	,	PUNCT
crl-15460	106	4	this	this	PRON
crl-15460	106	5	also	also	ADV
crl-15460	106	6	complicates	complicate	VERB
crl-15460	106	7	the	the	DET
crl-15460	106	8	logis­	logis­	NUM
crl-15460	106	9	tics	tic	NOUN
crl-15460	106	10	of	of	ADP
crl-15460	106	11	conducting	conduct	VERB
crl-15460	106	12	a	a	DET
crl-15460	106	13	survey	survey	NOUN
crl-15460	106	14	but	but	CCONJ
crl-15460	106	15	could	could	AUX
crl-15460	106	16	serve	serve	VERB
crl-15460	106	17	to	to	PART
crl-15460	106	18	provide	provide	VERB
crl-15460	106	19	a	a	DET
crl-15460	106	20	broader	broad	ADJ
crl-15460	106	21	range	range	NOUN
crl-15460	106	22	of	of	ADP
crl-15460	106	23	opin­	opin­	PROPN
crl-15460	106	24	ions	ion	NOUN
crl-15460	106	25	regarding	regard	VERB
crl-15460	106	26	reference	reference	NOUN
crl-15460	106	27	services	service	NOUN
crl-15460	106	28	.	.	PUNCT
crl-15460	107	1	benchmarking	benchmarke	VERB
crl-15460	107	2	reference	reference	NOUN
crl-15460	107	3	desk	desk	NOUN
crl-15460	107	4	service	service	NOUN
crl-15460	107	5	in	in	ADP
crl-15460	107	6	academic	academic	ADJ
crl-15460	107	7	health	health	NOUN
crl-15460	107	8	science	science	NOUN
crl-15460	107	9	libraries	librarie	VERB
crl-15460	107	10	353	353	NUM
crl-15460	107	11	notes	note	NOUN
crl-15460	107	12	1	1	NUM
crl-15460	107	13	.	.	PUNCT
crl-15460	107	14	peter	peter	PROPN
crl-15460	107	15	hernon	hernon	PROPN
crl-15460	107	16	and	and	CCONJ
crl-15460	107	17	ellen	ellen	PROPN
crl-15460	107	18	altman	altman	PROPN
crl-15460	107	19	,	,	PUNCT
crl-15460	107	20	assessing	assess	VERB
crl-15460	107	21	service	service	NOUN
crl-15460	107	22	quality	quality	NOUN
crl-15460	107	23	:	:	PUNCT
crl-15460	107	24	satisfying	satisfy	VERB
crl-15460	107	25	the	the	DET
crl-15460	107	26	expectations	expectation	NOUN
crl-15460	107	27	of	of	ADP
crl-15460	107	28	library	library	ADJ
crl-15460	107	29	customers	customer	NOUN
crl-15460	107	30	(	(	PUNCT
crl-15460	107	31	chicago	chicago	PROPN
crl-15460	107	32	:	:	PUNCT
crl-15460	107	33	ala	ala	PROPN
crl-15460	107	34	,	,	PUNCT
crl-15460	107	35	1998	1998	NUM
crl-15460	107	36	)	)	PUNCT
crl-15460	107	37	.	.	PUNCT
crl-15460	108	1	2	2	X
crl-15460	108	2	.	.	X
crl-15460	108	3	charles	charles	PROPN
crl-15460	108	4	a.	a.	PROPN
crl-15460	108	5	bunge	bunge	PROPN
crl-15460	108	6	,	,	PUNCT
crl-15460	108	7	“	"	PUNCT
crl-15460	108	8	gathering	gather	VERB
crl-15460	108	9	and	and	CCONJ
crl-15460	108	10	using	use	VERB
crl-15460	108	11	patron	patron	NOUN
crl-15460	108	12	and	and	CCONJ
crl-15460	108	13	librarian	librarian	ADJ
crl-15460	108	14	perceptions	perception	NOUN
crl-15460	108	15	of	of	ADP
crl-15460	108	16	questionanswering	questionanswere	VERB
crl-15460	108	17	success	success	NOUN
crl-15460	108	18	,	,	PUNCT
crl-15460	108	19	”	"	PUNCT
crl-15460	108	20	in	in	ADP
crl-15460	108	21	evaluation	evaluation	NOUN
crl-15460	108	22	of	of	ADP
crl-15460	108	23	public	public	ADJ
crl-15460	108	24	services	service	NOUN
crl-15460	108	25	and	and	CCONJ
crl-15460	108	26	public	public	ADJ
crl-15460	108	27	services	service	NOUN
crl-15460	108	28	personnel	personnel	NOUN
crl-15460	108	29	,	,	PUNCT
crl-15460	108	30	ed	ed	PROPN
crl-15460	108	31	.	.	PUNCT
crl-15460	108	32	b.	b.	PROPN
crl-15460	108	33	allen	allen	PROPN
crl-15460	108	34	(	(	PUNCT
crl-15460	108	35	champaign	champaign	PROPN
crl-15460	108	36	,	,	PUNCT
crl-15460	108	37	ill	ill	PROPN
crl-15460	108	38	.	.	PUNCT
crl-15460	108	39	:	:	PUNCT
crl-15460	109	1	university	university	PROPN
crl-15460	109	2	of	of	ADP
crl-15460	109	3	illinois	illinois	PROPN
crl-15460	109	4	graduate	graduate	PROPN
crl-15460	109	5	school	school	NOUN
crl-15460	109	6	of	of	ADP
crl-15460	109	7	library	library	NOUN
crl-15460	109	8	and	and	CCONJ
crl-15460	109	9	information	information	NOUN
crl-15460	109	10	science	science	NOUN
crl-15460	109	11	,	,	PUNCT
crl-15460	109	12	1991	1991	NUM
crl-15460	109	13	)	)	PUNCT
crl-15460	109	14	,	,	PUNCT
crl-15460	109	15	59–83	59–83	NUM
crl-15460	109	16	.	.	NOUN
crl-15460	110	1	3	3	NUM
crl-15460	110	2	.	.	X
crl-15460	110	3	john	john	PROPN
crl-15460	110	4	c.	c.	PROPN
crl-15460	110	5	stalker	stalker	NOUN
crl-15460	110	6	and	and	CCONJ
crl-15460	110	7	marjorie	marjorie	PROPN
crl-15460	110	8	e.	e.	PROPN
crl-15460	110	9	murfin	murfin	PROPN
crl-15460	110	10	,	,	PUNCT
crl-15460	110	11	“	"	PUNCT
crl-15460	110	12	quality	quality	NOUN
crl-15460	110	13	reference	reference	NOUN
crl-15460	110	14	service	service	NOUN
crl-15460	110	15	:	:	PUNCT
crl-15460	110	16	a	a	DET
crl-15460	110	17	preliminary	preliminary	ADJ
crl-15460	110	18	case	case	NOUN
crl-15460	110	19	study	study	NOUN
crl-15460	110	20	,	,	PUNCT
crl-15460	110	21	”	"	PUNCT
crl-15460	110	22	journal	journal	NOUN
crl-15460	110	23	of	of	ADP
crl-15460	110	24	academic	academic	ADJ
crl-15460	110	25	librarianship	librarianship	NOUN
crl-15460	110	26	22	22	NUM
crl-15460	110	27	(	(	PUNCT
crl-15460	110	28	nov	nov	PROPN
crl-15460	110	29	.	.	PROPN
crl-15460	110	30	1996	1996	NUM
crl-15460	110	31	):	):	PUNCT
crl-15460	110	32	423–29	423–29	NOUN
crl-15460	110	33	.	.	PUNCT
crl-15460	111	1	4	4	X
crl-15460	111	2	.	.	X
crl-15460	111	3	jennifer	jennifer	PROPN
crl-15460	111	4	mendelsohn	mendelsohn	PROPN
crl-15460	111	5	,	,	PUNCT
crl-15460	111	6	“	"	PUNCT
crl-15460	111	7	perspectives	perspective	NOUN
crl-15460	111	8	on	on	ADP
crl-15460	111	9	quality	quality	NOUN
crl-15460	111	10	of	of	ADP
crl-15460	111	11	reference	reference	NOUN
crl-15460	111	12	service	service	NOUN
crl-15460	111	13	in	in	ADP
crl-15460	111	14	an	an	DET
crl-15460	111	15	academic	academic	ADJ
crl-15460	111	16	li­	li­	NOUN
crl-15460	111	17	brary	brary	NOUN
crl-15460	111	18	:	:	PUNCT
crl-15460	111	19	a	a	DET
crl-15460	111	20	qualitative	qualitative	ADJ
crl-15460	111	21	study	study	NOUN
crl-15460	111	22	,	,	PUNCT
crl-15460	111	23	”	"	PUNCT
crl-15460	111	24	rq	rq	VERB
crl-15460	111	25	36	36	NUM
crl-15460	111	26	(	(	PUNCT
crl-15460	111	27	summer	summer	NOUN
crl-15460	111	28	1997	1997	NUM
crl-15460	111	29	):	):	PUNCT
crl-15460	111	30	544–57	544–57	NUM
crl-15460	111	31	.	.	PUNCT
crl-15460	112	1	5	5	X
crl-15460	112	2	.	.	X
crl-15460	112	3	wendall	wendall	PROPN
crl-15460	112	4	sullivan	sullivan	PROPN
crl-15460	112	5	,	,	PUNCT
crl-15460	112	6	lisa	lisa	PROPN
crl-15460	112	7	a.	a.	NOUN
crl-15460	112	8	schoppmann	schoppmann	PROPN
crl-15460	112	9	,	,	PUNCT
crl-15460	112	10	and	and	CCONJ
crl-15460	112	11	patricia	patricia	PROPN
crl-15460	112	12	m.	m.	PROPN
crl-15460	112	13	redman	redman	PROPN
crl-15460	112	14	,	,	PUNCT
crl-15460	112	15	“	"	PUNCT
crl-15460	112	16	analysis	analysis	NOUN
crl-15460	112	17	of	of	ADP
crl-15460	112	18	the	the	DET
crl-15460	112	19	use	use	NOUN
crl-15460	112	20	of	of	ADP
crl-15460	112	21	reference	reference	NOUN
crl-15460	112	22	services	service	NOUN
crl-15460	112	23	in	in	ADP
crl-15460	112	24	an	an	DET
crl-15460	112	25	academic	academic	ADJ
crl-15460	112	26	health	health	NOUN
crl-15460	112	27	sciences	science	NOUN
crl-15460	112	28	library	library	NOUN
crl-15460	112	29	,	,	PUNCT
crl-15460	112	30	”	"	PUNCT
crl-15460	112	31	medical	medical	ADJ
crl-15460	112	32	reference	reference	NOUN
crl-15460	112	33	services	service	NOUN
crl-15460	112	34	quarterly	quarterly	ADV
crl-15460	112	35	13	13	NUM
crl-15460	112	36	(	(	PUNCT
crl-15460	112	37	spring	spring	NOUN
crl-15460	112	38	1994	1994	NUM
crl-15460	112	39	):	):	PUNCT
crl-15460	112	40	35–55	35–55	NUM
crl-15460	112	41	.	.	PUNCT
crl-15460	113	1	6	6	NUM
crl-15460	113	2	.	.	PUNCT
crl-15460	113	3	david	david	PROPN
crl-15460	113	4	w.	w.	PROPN
crl-15460	113	5	harless	harless	PROPN
crl-15460	113	6	and	and	CCONJ
crl-15460	113	7	frank	frank	PROPN
crl-15460	113	8	r.	r.	PROPN
crl-15460	113	9	allen	allen	PROPN
crl-15460	113	10	,	,	PUNCT
crl-15460	113	11	“	"	PUNCT
crl-15460	113	12	using	use	VERB
crl-15460	113	13	the	the	DET
crl-15460	113	14	contingent	contingent	ADJ
crl-15460	113	15	valuation	valuation	NOUN
crl-15460	113	16	method	method	NOUN
crl-15460	113	17	to	to	ADP
crl-15460	113	18	mea­	mea­	NOUN
crl-15460	113	19	sure	sure	ADJ
crl-15460	113	20	patron	patron	NOUN
crl-15460	113	21	benefits	benefit	NOUN
crl-15460	113	22	of	of	ADP
crl-15460	113	23	reference	reference	NOUN
crl-15460	113	24	desk	desk	NOUN
crl-15460	113	25	service	service	NOUN
crl-15460	113	26	in	in	ADP
crl-15460	113	27	an	an	DET
crl-15460	113	28	academic	academic	ADJ
crl-15460	113	29	library	library	NOUN
crl-15460	113	30	,	,	PUNCT
crl-15460	113	31	”	"	PUNCT
crl-15460	113	32	college	college	PROPN
crl-15460	113	33	&	&	CCONJ
crl-15460	113	34	research	research	PROPN
crl-15460	113	35	li­	li­	PROPN
crl-15460	113	36	braries	brarie	VERB
crl-15460	113	37	60	60	NUM
crl-15460	113	38	(	(	PUNCT
crl-15460	113	39	jan	jan	PROPN
crl-15460	113	40	.	.	PROPN
crl-15460	113	41	1999	1999	NUM
crl-15460	113	42	):	):	PUNCT
crl-15460	113	43	56–69	56–69	NUM
crl-15460	113	44	.	.	NOUN
crl-15460	113	45	7	7	NUM
crl-15460	113	46	.	.	X
crl-15460	113	47	wwwebster	wwwebster	PROPN
crl-15460	113	48	dictionary	dictionary	PROPN
crl-15460	113	49	.	.	PUNCT
crl-15460	114	1	available	available	ADJ
crl-15460	114	2	online	online	ADV
crl-15460	114	3	at	at	ADP
crl-15460	114	4	:	:	PUNCT
crl-15460	114	5	http://www.m-w.com	http://www.m-w.com	X
crl-15460	114	6	.	.	PROPN
crl-15460	114	7	8	8	NUM
crl-15460	114	8	.	.	PUNCT
crl-15460	115	1	thomas	thomas	PROPN
crl-15460	115	2	w.	w.	PROPN
crl-15460	115	3	shaughnessy	shaughnessy	PROPN
crl-15460	115	4	,	,	PUNCT
crl-15460	115	5	“	"	PUNCT
crl-15460	115	6	benchmarking	benchmarke	VERB
crl-15460	115	7	,	,	PUNCT
crl-15460	115	8	total	total	ADJ
crl-15460	115	9	quality	quality	NOUN
crl-15460	115	10	management	management	NOUN
crl-15460	115	11	,	,	PUNCT
crl-15460	115	12	and	and	CCONJ
crl-15460	115	13	libraries	library	NOUN
crl-15460	115	14	,	,	PUNCT
crl-15460	115	15	”	"	PUNCT
crl-15460	115	16	li­	li­	PROPN
crl-15460	115	17	brary	brary	PROPN
crl-15460	115	18	administration	administration	PROPN
crl-15460	115	19	&	&	CCONJ
crl-15460	115	20	management	management	PROPN
crl-15460	115	21	7	7	NUM
crl-15460	115	22	(	(	PUNCT
crl-15460	115	23	winter	winter	NOUN
crl-15460	115	24	1993	1993	NUM
crl-15460	115	25	):	):	PUNCT
crl-15460	115	26	7–12	7–12	PROPN
crl-15460	115	27	.	.	PUNCT
crl-15460	116	1	9	9	NUM
crl-15460	116	2	.	.	X
crl-15460	116	3	sarah	sarah	PROPN
crl-15460	116	4	m.	m.	PROPN
crl-15460	116	5	pritchard	pritchard	PROPN
crl-15460	116	6	,	,	PUNCT
crl-15460	116	7	“	"	PUNCT
crl-15460	116	8	library	library	NOUN
crl-15460	116	9	benchmarking	benchmarking	NOUN
crl-15460	116	10	:	:	PUNCT
crl-15460	116	11	old	old	ADJ
crl-15460	116	12	wine	wine	NOUN
crl-15460	116	13	in	in	ADP
crl-15460	116	14	new	new	ADJ
crl-15460	116	15	bottles	bottle	NOUN
crl-15460	116	16	?	?	PUNCT
crl-15460	116	17	”	"	PUNCT
crl-15460	116	18	journal	journal	NOUN
crl-15460	116	19	of	of	ADP
crl-15460	116	20	aca­	aca­	PROPN
crl-15460	116	21	demic	demic	ADJ
crl-15460	116	22	librarianship	librarianship	NOUN
crl-15460	116	23	21	21	NUM
crl-15460	116	24	(	(	PUNCT
crl-15460	116	25	nov	nov	PROPN
crl-15460	116	26	.	.	PROPN
crl-15460	116	27	1995	1995	NUM
crl-15460	116	28	):	):	PUNCT
crl-15460	116	29	491–95	491–95	NUM
crl-15460	116	30	.	.	PUNCT
crl-15460	117	1	10	10	NUM
crl-15460	117	2	.	.	PUNCT
crl-15460	118	1	margaret	margaret	PROPN
crl-15460	118	2	robertson	robertson	PROPN
crl-15460	118	3	and	and	CCONJ
crl-15460	118	4	isabella	isabella	PROPN
crl-15460	118	5	trahn	trahn	PROPN
crl-15460	118	6	,	,	PUNCT
crl-15460	118	7	“	"	PUNCT
crl-15460	118	8	benchmarking	benchmarke	VERB
crl-15460	118	9	academic	academic	ADJ
crl-15460	118	10	libraries	library	NOUN
crl-15460	118	11	:	:	PUNCT
crl-15460	118	12	an	an	DET
crl-15460	118	13	austra­	austra­	NOUN
crl-15460	118	14	lian	lian	ADJ
crl-15460	118	15	case	case	NOUN
crl-15460	118	16	study	study	NOUN
crl-15460	118	17	,	,	PUNCT
crl-15460	118	18	”	"	PUNCT
crl-15460	118	19	australian	australian	ADJ
crl-15460	118	20	academic	academic	NOUN
crl-15460	118	21	and	and	CCONJ
crl-15460	118	22	research	research	NOUN
crl-15460	118	23	libraries	library	NOUN
crl-15460	118	24	28	28	NUM
crl-15460	118	25	(	(	PUNCT
crl-15460	118	26	june	june	PROPN
crl-15460	118	27	1997	1997	NUM
crl-15460	118	28	):	):	PUNCT
crl-15460	118	29	126–41	126–41	NUM
crl-15460	118	30	.	.	PUNCT
crl-15460	119	1	11	11	NUM
crl-15460	119	2	.	.	X
crl-15460	119	3	joy	joy	PROPN
crl-15460	119	4	tillotson	tillotson	PROPN
crl-15460	119	5	,	,	PUNCT
crl-15460	119	6	janice	janice	PROPN
crl-15460	119	7	adlington	adlington	PROPN
crl-15460	119	8	,	,	PUNCT
crl-15460	119	9	and	and	CCONJ
crl-15460	119	10	cynthia	cynthia	PROPN
crl-15460	119	11	holt	holt	PROPN
crl-15460	119	12	,	,	PUNCT
crl-15460	119	13	“	"	PUNCT
crl-15460	119	14	benchmarking	benchmarke	VERB
crl-15460	119	15	waiting	waiting	NOUN
crl-15460	119	16	times	time	NOUN
crl-15460	119	17	,	,	PUNCT
crl-15460	119	18	”	"	PUNCT
crl-15460	119	19	col­	col­	NOUN
crl-15460	119	20	lege	lege	PROPN
crl-15460	119	21	&	&	CCONJ
crl-15460	119	22	research	research	PROPN
crl-15460	119	23	library	library	PROPN
crl-15460	119	24	news	news	PROPN
crl-15460	119	25	10	10	NUM
crl-15460	119	26	(	(	PUNCT
crl-15460	119	27	nov	nov	PROPN
crl-15460	119	28	.	.	PROPN
crl-15460	119	29	1997	1997	NUM
crl-15460	119	30	):	):	PUNCT
crl-15460	119	31	693–94	693–94	NOUN
crl-15460	119	32	,	,	PUNCT
crl-15460	119	33	700	700	NUM
crl-15460	119	34	.	.	PUNCT
crl-15460	119	35	12	12	NUM
crl-15460	119	36	.	.	PUNCT
crl-15460	120	1	christy	christy	PROPN
crl-15460	120	2	hightower	hightower	PROPN
crl-15460	120	3	,	,	PUNCT
crl-15460	120	4	julie	julie	PROPN
crl-15460	120	5	sih	sih	PROPN
crl-15460	120	6	,	,	PUNCT
crl-15460	120	7	and	and	CCONJ
crl-15460	120	8	adam	adam	PROPN
crl-15460	120	9	tilghman	tilghman	PROPN
crl-15460	120	10	,	,	PUNCT
crl-15460	120	11	“	"	PUNCT
crl-15460	120	12	recommendations	recommendation	NOUN
crl-15460	120	13	for	for	ADP
crl-15460	120	14	benchmarking	benchmarke	VERB
crl-15460	120	15	web	web	NOUN
crl-15460	120	16	site	site	NOUN
crl-15460	120	17	usage	usage	NOUN
crl-15460	120	18	among	among	ADP
crl-15460	120	19	academic	academic	ADJ
crl-15460	120	20	libraries	library	NOUN
crl-15460	120	21	,	,	PUNCT
crl-15460	120	22	”	"	PUNCT
crl-15460	120	23	college	college	PROPN
crl-15460	120	24	&	&	CCONJ
crl-15460	120	25	research	research	PROPN
crl-15460	120	26	libraries	library	NOUN
crl-15460	120	27	59	59	NUM
crl-15460	120	28	(	(	PUNCT
crl-15460	120	29	jan	jan	PROPN
crl-15460	120	30	.	.	PROPN
crl-15460	120	31	1998	1998	NUM
crl-15460	120	32	):	):	PUNCT
crl-15460	120	33	61–79	61–79	ADV
crl-15460	120	34	.	.	PUNCT
crl-15460	121	1	13	13	NUM
crl-15460	121	2	.	.	PUNCT
crl-15460	121	3	suzanne	suzanne	PROPN
crl-15460	121	4	h.	h.	PROPN
crl-15460	121	5	angel	angel	PROPN
crl-15460	121	6	and	and	CCONJ
crl-15460	121	7	leslie	leslie	PROPN
crl-15460	121	8	g.	g.	PROPN
crl-15460	121	9	mackler	mackler	PROPN
crl-15460	121	10	,	,	PUNCT
crl-15460	121	11	“	"	PUNCT
crl-15460	121	12	a	a	DET
crl-15460	121	13	benchmark	benchmark	NOUN
crl-15460	121	14	instrument	instrument	NOUN
crl-15460	121	15	tested	test	VERB
crl-15460	121	16	in	in	ADP
crl-15460	121	17	women	woman	NOUN
crl-15460	121	18	’s	’s	PART
crl-15460	121	19	hospital	hospital	NOUN
crl-15460	121	20	libraries	library	NOUN
crl-15460	121	21	,	,	PUNCT
crl-15460	121	22	”	"	PUNCT
crl-15460	121	23	bulletin	bulletin	NOUN
crl-15460	121	24	of	of	ADP
crl-15460	121	25	the	the	DET
crl-15460	121	26	medical	medical	PROPN
crl-15460	121	27	library	library	PROPN
crl-15460	121	28	association	association	PROPN
crl-15460	121	29	84	84	NUM
crl-15460	121	30	(	(	PUNCT
crl-15460	121	31	oct	oct	PROPN
crl-15460	121	32	.	.	PROPN
crl-15460	121	33	1996	1996	NUM
crl-15460	121	34	):	):	PUNCT
crl-15460	121	35	582–85	582–85	NUM
crl-15460	121	36	.	.	PUNCT
crl-15460	122	1	14	14	NUM
crl-15460	122	2	.	.	PUNCT
crl-15460	123	1	joanne	joanne	PROPN
crl-15460	123	2	g.	g.	PROPN
crl-15460	123	3	marshall	marshall	PROPN
crl-15460	123	4	and	and	CCONJ
crl-15460	123	5	holly	holly	PROPN
crl-15460	123	6	shipp	shipp	PROPN
crl-15460	123	7	buchanan	buchanan	PROPN
crl-15460	123	8	,	,	PUNCT
crl-15460	123	9	“	"	PUNCT
crl-15460	123	10	benchmarking	benchmarke	VERB
crl-15460	123	11	reference	reference	NOUN
crl-15460	123	12	services	service	NOUN
crl-15460	123	13	:	:	PUNCT
crl-15460	123	14	an	an	DET
crl-15460	123	15	introduction	introduction	NOUN
crl-15460	123	16	,	,	PUNCT
crl-15460	123	17	”	"	PUNCT
crl-15460	123	18	medical	medical	ADJ
crl-15460	123	19	reference	reference	NOUN
crl-15460	123	20	services	service	NOUN
crl-15460	123	21	quarterly	quarterly	ADV
crl-15460	123	22	14	14	NUM
crl-15460	123	23	(	(	PUNCT
crl-15460	123	24	fall	fall	NOUN
crl-15460	123	25	1995	1995	NUM
crl-15460	123	26	):	):	PUNCT
crl-15460	123	27	59–73	59–73	NUM
crl-15460	123	28	.	.	NOUN
crl-15460	123	29	15	15	NUM
crl-15460	123	30	.	.	PUNCT
crl-15460	124	1	holly	holly	PROPN
crl-15460	124	2	shipp	shipp	PROPN
crl-15460	124	3	buchanan	buchanan	PROPN
crl-15460	124	4	and	and	CCONJ
crl-15460	124	5	joanne	joanne	PROPN
crl-15460	124	6	g.	g.	PROPN
crl-15460	124	7	marshall	marshall	PROPN
crl-15460	124	8	,	,	PUNCT
crl-15460	124	9	“	"	PUNCT
crl-15460	124	10	benchmarking	benchmarke	VERB
crl-15460	124	11	reference	reference	NOUN
crl-15460	124	12	services	service	NOUN
crl-15460	124	13	:	:	PUNCT
crl-15460	124	14	step	step	NOUN
crl-15460	124	15	by	by	ADP
crl-15460	124	16	step	step	NOUN
crl-15460	124	17	,	,	PUNCT
crl-15460	124	18	”	"	PUNCT
crl-15460	124	19	medical	medical	ADJ
crl-15460	124	20	reference	reference	NOUN
crl-15460	124	21	services	service	NOUN
crl-15460	124	22	quarterly	quarterly	ADV
crl-15460	124	23	15	15	NUM
crl-15460	124	24	(	(	PUNCT
crl-15460	124	25	sept	sept	PROPN
crl-15460	124	26	.	.	PROPN
crl-15460	124	27	1996	1996	NUM
crl-15460	124	28	):	):	PUNCT
crl-15460	124	29	1–13	1–13	NOUN
crl-15460	124	30	.	.	PUNCT
crl-15460	124	31	16	16	NUM
crl-15460	124	32	.	.	PUNCT
crl-15460	125	1	j.	j.	PROPN
crl-15460	125	2	joseph	joseph	PROPN
crl-15460	125	3	cronin	cronin	PROPN
crl-15460	125	4	and	and	CCONJ
crl-15460	125	5	steven	steven	PROPN
crl-15460	125	6	a.	a.	PROPN
crl-15460	125	7	taylor	taylor	PROPN
crl-15460	125	8	,	,	PUNCT
crl-15460	125	9	“	"	PUNCT
crl-15460	125	10	measuring	measure	VERB
crl-15460	125	11	service	service	NOUN
crl-15460	125	12	quality	quality	NOUN
crl-15460	125	13	:	:	PUNCT
crl-15460	125	14	a	a	DET
crl-15460	125	15	reexamination	reexamination	NOUN
crl-15460	125	16	and	and	CCONJ
crl-15460	125	17	extension	extension	NOUN
crl-15460	125	18	,	,	PUNCT
crl-15460	125	19	”	"	PUNCT
crl-15460	125	20	journal	journal	NOUN
crl-15460	125	21	of	of	ADP
crl-15460	125	22	marketing	marketing	NOUN
crl-15460	125	23	56	56	NUM
crl-15460	125	24	(	(	PUNCT
crl-15460	125	25	july	july	PROPN
crl-15460	125	26	1992	1992	NUM
crl-15460	125	27	):	):	PUNCT
crl-15460	125	28	55–68	55–68	NUM
crl-15460	125	29	.	.	PUNCT
crl-15460	126	1	17	17	NUM
crl-15460	126	2	.	.	PUNCT
crl-15460	126	3	a.	a.	NOUN
crl-15460	126	4	parasuraman	parasuraman	PROPN
crl-15460	126	5	,	,	PUNCT
crl-15460	126	6	valarie	valarie	PROPN
crl-15460	126	7	a.	a.	PROPN
crl-15460	126	8	zeithaml	zeithaml	PROPN
crl-15460	126	9	,	,	PUNCT
crl-15460	126	10	and	and	CCONJ
crl-15460	126	11	leonard	leonard	PROPN
crl-15460	126	12	l.	l.	PROPN
crl-15460	126	13	berry	berry	PROPN
crl-15460	126	14	,	,	PUNCT
crl-15460	126	15	“	"	PUNCT
crl-15460	126	16	servqual	servqual	ADJ
crl-15460	126	17	:	:	PUNCT
crl-15460	126	18	a	a	DET
crl-15460	126	19	multipleitem	multipleitem	ADJ
crl-15460	126	20	scale	scale	NOUN
crl-15460	126	21	for	for	ADP
crl-15460	126	22	measuring	measure	VERB
crl-15460	126	23	consumer	consumer	NOUN
crl-15460	126	24	perceptions	perception	NOUN
crl-15460	126	25	of	of	ADP
crl-15460	126	26	service	service	NOUN
crl-15460	126	27	quality	quality	NOUN
crl-15460	126	28	,	,	PUNCT
crl-15460	126	29	”	"	PUNCT
crl-15460	126	30	journal	journal	NOUN
crl-15460	126	31	of	of	ADP
crl-15460	126	32	retailing	retailing	NOUN
crl-15460	126	33	64	64	NUM
crl-15460	126	34	(	(	PUNCT
crl-15460	126	35	sept	sept	PROPN
crl-15460	126	36	.	.	PROPN
crl-15460	126	37	1988	1988	NUM
crl-15460	126	38	):	):	PUNCT
crl-15460	126	39	12–40	12–40	NUM
crl-15460	126	40	.	.	PUNCT
crl-15460	127	1	18	18	NUM
crl-15460	127	2	.	.	PUNCT
crl-15460	128	1	marilyn	marilyn	PROPN
crl-15460	128	2	domas	domas	PROPN
crl-15460	128	3	white	white	PROPN
crl-15460	128	4	and	and	CCONJ
crl-15460	128	5	eileen	eileen	PROPN
crl-15460	128	6	g.	g.	PROPN
crl-15460	128	7	abels	abels	PROPN
crl-15460	128	8	,	,	PUNCT
crl-15460	128	9	“	"	PUNCT
crl-15460	128	10	measuring	measure	VERB
crl-15460	128	11	service	service	NOUN
crl-15460	128	12	quality	quality	NOUN
crl-15460	128	13	in	in	ADP
crl-15460	128	14	special	special	ADJ
crl-15460	128	15	librar­	librar­	PROPN
crl-15460	128	16	ies	ie	NOUN
crl-15460	128	17	:	:	PUNCT
crl-15460	128	18	lessons	lesson	NOUN
crl-15460	128	19	from	from	ADP
crl-15460	128	20	service	service	NOUN
crl-15460	128	21	marketing	marketing	NOUN
crl-15460	128	22	,	,	PUNCT
crl-15460	128	23	”	"	PUNCT
crl-15460	128	24	special	special	ADJ
crl-15460	128	25	libraries	library	NOUN
crl-15460	128	26	86	86	NUM
crl-15460	128	27	(	(	PUNCT
crl-15460	128	28	winter	winter	NOUN
crl-15460	128	29	1995	1995	NUM
crl-15460	128	30	):	):	PUNCT
crl-15460	128	31	36–45	36–45	NUM
crl-15460	128	32	.	.	X
crl-15460	129	1	19	19	NUM
crl-15460	129	2	.	.	X
crl-15460	129	3	syed	syed	PROPN
crl-15460	129	4	saad	saad	PROPN
crl-15460	129	5	andaleeb	andaleeb	PROPN
crl-15460	129	6	and	and	CCONJ
crl-15460	129	7	patience	patience	PROPN
crl-15460	129	8	l.	l.	PROPN
crl-15460	129	9	simmonds	simmonds	PROPN
crl-15460	129	10	,	,	PUNCT
crl-15460	129	11	“	"	PUNCT
crl-15460	129	12	explaining	explain	VERB
crl-15460	129	13	user	user	NOUN
crl-15460	129	14	satisfaction	satisfaction	NOUN
crl-15460	129	15	with	with	ADP
crl-15460	129	16	aca­	aca­	PROPN
crl-15460	129	17	demic	demic	ADJ
crl-15460	129	18	libraries	library	NOUN
crl-15460	129	19	:	:	PUNCT
crl-15460	129	20	strategic	strategic	ADJ
crl-15460	129	21	implications	implication	NOUN
crl-15460	129	22	,	,	PUNCT
crl-15460	129	23	”	"	PUNCT
crl-15460	129	24	college	college	PROPN
crl-15460	129	25	&	&	CCONJ
crl-15460	129	26	research	research	PROPN
crl-15460	129	27	libraries	library	NOUN
crl-15460	129	28	59	59	NUM
crl-15460	129	29	(	(	PUNCT
crl-15460	129	30	mar	mar	PROPN
crl-15460	129	31	.	.	PROPN
crl-15460	129	32	1998	1998	NUM
crl-15460	129	33	):	):	PUNCT
crl-15460	129	34	156–67	156–67	NUM
crl-15460	129	35	.	.	PUNCT
crl-15460	129	36	20	20	NUM
crl-15460	129	37	.	.	PUNCT
crl-15460	129	38	association	association	NOUN
crl-15460	129	39	of	of	ADP
crl-15460	129	40	academic	academic	PROPN
crl-15460	129	41	health	health	PROPN
crl-15460	129	42	sciences	sciences	PROPN
crl-15460	129	43	libraries	library	NOUN
crl-15460	129	44	,	,	PUNCT
crl-15460	129	45	annual	annual	ADJ
crl-15460	129	46	statistics	statistic	NOUN
crl-15460	129	47	of	of	ADP
crl-15460	129	48	medical	medical	ADJ
crl-15460	129	49	school	school	NOUN
crl-15460	129	50	li­	li­	NOUN
crl-15460	129	51	braries	brarie	NOUN
crl-15460	129	52	in	in	ADP
crl-15460	129	53	the	the	DET
crl-15460	129	54	united	united	PROPN
crl-15460	129	55	states	states	PROPN
crl-15460	129	56	and	and	CCONJ
crl-15460	129	57	canada	canada	PROPN
crl-15460	129	58	,	,	PUNCT
crl-15460	129	59	21st	21st	ADJ
crl-15460	129	60	ed	ed	NOUN
crl-15460	129	61	.	.	PUNCT
crl-15460	130	1	(	(	PUNCT
crl-15460	130	2	seattle	seattle	NOUN
crl-15460	130	3	,	,	PUNCT
crl-15460	130	4	wash	wash	NOUN
crl-15460	130	5	.	.	PUNCT
crl-15460	130	6	:	:	PUNCT
crl-15460	131	1	association	association	NOUN
crl-15460	131	2	of	of	ADP
crl-15460	131	3	academic	academic	PROPN
crl-15460	131	4	health	health	PROPN
crl-15460	131	5	sciences	sciences	PROPN
crl-15460	131	6	libraries	library	NOUN
crl-15460	131	7	,	,	PUNCT
crl-15460	131	8	1999	1999	NUM
crl-15460	131	9	)	)	PUNCT
crl-15460	131	10	.	.	PUNCT
crl-15460	132	1	21	21	NUM
crl-15460	132	2	.	.	X
crl-15460	132	3	sas	sas	PROPN
crl-15460	132	4	institute	institute	PROPN
crl-15460	132	5	,	,	PUNCT
crl-15460	132	6	inc	inc	PROPN
crl-15460	132	7	.	.	PROPN
crl-15460	132	8	,	,	PUNCT
crl-15460	132	9	sas	sas	PROPN
crl-15460	132	10	/	/	SYM
crl-15460	132	11	stat	stat	PROPN
crl-15460	132	12	user	user	NOUN
crl-15460	132	13	’s	’s	PART
crl-15460	132	14	guide	guide	NOUN
crl-15460	132	15	,	,	PUNCT
crl-15460	132	16	version	version	NOUN
crl-15460	132	17	6	6	NUM
crl-15460	132	18	,	,	PUNCT
crl-15460	132	19	4th	4th	ADJ
crl-15460	132	20	ed	ed	NOUN
crl-15460	132	21	.	.	PUNCT
crl-15460	132	22	,	,	PUNCT
crl-15460	132	23	vol	vol	NOUN
crl-15460	132	24	.	.	PROPN
crl-15460	132	25	2	2	NUM
crl-15460	132	26	(	(	PUNCT
crl-15460	132	27	cary	cary	PROPN
crl-15460	132	28	,	,	PUNCT
crl-15460	132	29	n.c	n.c	PROPN
crl-15460	132	30	.	.	PROPN
crl-15460	132	31	:	:	PUNCT
crl-15460	133	1	the	the	DET
crl-15460	133	2	insti­	insti­	NUM
crl-15460	133	3	tute	tute	NOUN
crl-15460	133	4	,	,	PUNCT
crl-15460	133	5	1990	1990	NUM
crl-15460	133	6	)	)	PUNCT
crl-15460	133	7	,	,	PUNCT
crl-15460	133	8	891–996	891–996	NUM
crl-15460	133	9	.	.	PUNCT
crl-15460	134	1	22	22	NUM
crl-15460	134	2	.	.	PUNCT
crl-15460	135	1	david	david	PROPN
crl-15460	135	2	b.	b.	PROPN
crl-15460	135	3	allison	allison	PROPN
crl-15460	135	4	,	,	PUNCT
crl-15460	135	5	bernard	bernard	PROPN
crl-15460	135	6	s.	s.	PROPN
crl-15460	135	7	gorman	gorman	PROPN
crl-15460	135	8	,	,	PUNCT
crl-15460	135	9	and	and	CCONJ
crl-15460	135	10	louis	louis	PROPN
crl-15460	135	11	h.	h.	PROPN
crl-15460	135	12	primavera	primavera	PROPN
crl-15460	135	13	,	,	PUNCT
crl-15460	135	14	“	"	PUNCT
crl-15460	135	15	some	some	PRON
crl-15460	135	16	of	of	ADP
crl-15460	135	17	the	the	DET
crl-15460	135	18	most	most	ADV
crl-15460	135	19	com­	com­	NOUN
crl-15460	135	20	mon	mon	PROPN
crl-15460	135	21	questions	question	NOUN
crl-15460	135	22	asked	ask	VERB
crl-15460	135	23	of	of	ADP
crl-15460	135	24	statistical	statistical	ADJ
crl-15460	135	25	consultants	consultant	NOUN
crl-15460	135	26	:	:	PUNCT
crl-15460	135	27	our	our	PRON
crl-15460	135	28	favorite	favorite	ADJ
crl-15460	135	29	responses	response	NOUN
crl-15460	135	30	and	and	CCONJ
crl-15460	135	31	recommended	recommend	VERB
crl-15460	135	32	readings	reading	NOUN
crl-15460	135	33	,	,	PUNCT
crl-15460	135	34	”	"	PUNCT
crl-15460	135	35	genetic	genetic	ADJ
crl-15460	135	36	,	,	PUNCT
crl-15460	135	37	social	social	ADJ
crl-15460	135	38	,	,	PUNCT
crl-15460	135	39	&	&	CCONJ
crl-15460	135	40	general	general	ADJ
crl-15460	135	41	psychology	psychology	NOUN
crl-15460	135	42	monographs	monograph	VERB
crl-15460	135	43	119	119	NUM
crl-15460	135	44	(	(	PUNCT
crl-15460	135	45	may	may	PROPN
crl-15460	135	46	1993	1993	NUM
crl-15460	135	47	):	):	PUNCT
crl-15460	135	48	153–85	153–85	PROPN
crl-15460	135	49	.	.	PROPN
crl-15460	135	50	23	23	NUM
crl-15460	135	51	.	.	PUNCT
crl-15460	136	1	george	george	PROPN
crl-15460	136	2	w.	w.	PROPN
crl-15460	136	3	snedecor	snedecor	PROPN
crl-15460	136	4	and	and	CCONJ
crl-15460	136	5	william	william	PROPN
crl-15460	136	6	g.	g.	PROPN
crl-15460	136	7	cochran	cochran	PROPN
crl-15460	136	8	,	,	PUNCT
crl-15460	136	9	statistical	statistical	ADJ
crl-15460	136	10	methods	method	NOUN
crl-15460	136	11	,	,	PUNCT
crl-15460	136	12	7th	7th	ADJ
crl-15460	136	13	ed	ed	NOUN
crl-15460	136	14	.	.	PUNCT
crl-15460	137	1	(	(	PUNCT
crl-15460	137	2	ames	ames	PROPN
crl-15460	137	3	,	,	PUNCT
crl-15460	137	4	iowa	iowa	PROPN
crl-15460	137	5	:	:	PUNCT
crl-15460	137	6	iowa	iowa	PROPN
crl-15460	137	7	state	state	PROPN
crl-15460	137	8	university	university	PROPN
crl-15460	137	9	pr	pr	NOUN
crl-15460	137	10	.	.	PUNCT
crl-15460	137	11	,	,	PUNCT
crl-15460	137	12	1980	1980	NUM
crl-15460	137	13	)	)	PUNCT
crl-15460	137	14	,	,	PUNCT
crl-15460	137	15	204–6	204–6	PROPN
crl-15460	137	16	.	.	PROPN
crl-15460	138	1	24	24	NUM
crl-15460	138	2	.	.	X
crl-15460	138	3	hightower	hightower	PROPN
crl-15460	138	4	,	,	PUNCT
crl-15460	138	5	sih	sih	PROPN
crl-15460	138	6	,	,	PUNCT
crl-15460	138	7	and	and	CCONJ
crl-15460	138	8	tilghman	tilghman	NOUN
crl-15460	138	9	,	,	PUNCT
crl-15460	138	10	“	"	PUNCT
crl-15460	138	11	recommendations	recommendation	NOUN
crl-15460	138	12	for	for	ADP
crl-15460	138	13	benchmarking	benchmarke	VERB
crl-15460	138	14	web	web	NOUN
crl-15460	138	15	site	site	NOUN
crl-15460	138	16	usage	usage	NOUN
crl-15460	138	17	among	among	ADP
crl-15460	138	18	academic	academic	ADJ
crl-15460	138	19	libraries	library	NOUN
crl-15460	138	20	,	,	PUNCT
crl-15460	138	21	”	"	PUNCT
crl-15460	138	22	77	77	NUM
crl-15460	138	23	.	.	PUNCT
crl-15460	139	1	http	http	ADJ
crl-15460	139	2	:	:	PUNCT
crl-15460	139	3	http://www.m	http://www.m	NOUN
crl-15460	139	4	-	-	PUNCT
crl-15460	139	5	w.com	w.com	X