id	sid	tid	token	lemma	pos
crln-8562	1	1	may11b.indd	may11b.indd	PROPN
crln-8562	1	2	c&rl	c&rl	PROPN
crln-8562	1	3	news	news	PROPN
crln-8562	1	4	may	may	AUX
crln-8562	1	5	2011	2011	NUM
crln-8562	1	6	274	274	NUM
crln-8562	1	7	research	research	NOUN
crln-8562	1	8	shows	show	VERB
crln-8562	1	9	that	that	SCONJ
crln-8562	1	10	interpersonal	interpersonal	ADJ
crln-8562	1	11	com	com	NOUN
crln-8562	1	12	-	-	PUNCT
crln-8562	1	13	munication	munication	NOUN
crln-8562	1	14	between	between	ADP
crln-8562	1	15	library	library	NOUN
crln-8562	1	16	staff	staff	NOUN
crln-8562	1	17	and	and	CCONJ
crln-8562	1	18	patrons	patron	NOUN
crln-8562	1	19	is	be	AUX
crln-8562	1	20	just	just	ADV
crln-8562	1	21	as	as	ADV
crln-8562	1	22	important	important	ADJ
crln-8562	1	23	to	to	ADP
crln-8562	1	24	the	the	DET
crln-8562	1	25	patron	patron	NOUN
crln-8562	1	26	as	as	ADP
crln-8562	1	27	whether	whether	SCONJ
crln-8562	1	28	a	a	DET
crln-8562	1	29	question	question	NOUN
crln-8562	1	30	was	be	AUX
crln-8562	1	31	answered	answer	VERB
crln-8562	1	32	correctly.1	correctly.1	PROPN
crln-8562	2	1	but	but	CCONJ
crln-8562	2	2	how	how	SCONJ
crln-8562	2	3	can	can	AUX
crln-8562	2	4	you	you	PRON
crln-8562	2	5	accurately	accurately	ADV
crln-8562	2	6	capture	capture	VERB
crln-8562	2	7	and	and	CCONJ
crln-8562	2	8	evaluate	evaluate	VERB
crln-8562	2	9	such	such	ADJ
crln-8562	2	10	interactions	interaction	NOUN
crln-8562	2	11	?	?	PUNCT
crln-8562	3	1	one	one	NUM
crln-8562	3	2	possible	possible	ADJ
crln-8562	3	3	method	method	NOUN
crln-8562	3	4	is	be	AUX
crln-8562	3	5	mystery	mystery	NOUN
crln-8562	3	6	shopping	shopping	NOUN
crln-8562	3	7	.	.	PUNCT
crln-8562	4	1	in	in	ADP
crln-8562	4	2	a	a	DET
crln-8562	4	3	mystery	mystery	NOUN
crln-8562	4	4	shopping	shopping	NOUN
crln-8562	4	5	exercise	exercise	NOUN
crln-8562	4	6	,	,	PUNCT
crln-8562	4	7	a	a	DET
crln-8562	4	8	shopper	shopper	NOUN
crln-8562	4	9	poses	pose	NOUN
crln-8562	4	10	as	as	ADP
crln-8562	4	11	a	a	DET
crln-8562	4	12	patron	patron	NOUN
crln-8562	4	13	and	and	CCONJ
crln-8562	4	14	asks	ask	VERB
crln-8562	4	15	a	a	DET
crln-8562	4	16	library	library	NOUN
crln-8562	4	17	staff	staff	NOUN
crln-8562	4	18	member	member	NOUN
crln-8562	4	19	a	a	DET
crln-8562	4	20	question	question	NOUN
crln-8562	4	21	.	.	PUNCT
crln-8562	5	1	immediately	immediately	ADV
crln-8562	5	2	following	follow	VERB
crln-8562	5	3	the	the	DET
crln-8562	5	4	encounter	encounter	NOUN
crln-8562	5	5	,	,	PUNCT
crln-8562	5	6	the	the	DET
crln-8562	5	7	shopper	shopper	NOUN
crln-8562	5	8	reports	report	VERB
crln-8562	5	9	on	on	ADP
crln-8562	5	10	the	the	DET
crln-8562	5	11	service	service	NOUN
crln-8562	5	12	provided	provide	VERB
crln-8562	5	13	.	.	PUNCT
crln-8562	6	1	the	the	DET
crln-8562	6	2	corporate	corporate	ADJ
crln-8562	6	3	sector	sector	NOUN
crln-8562	6	4	has	have	AUX
crln-8562	6	5	used	use	VERB
crln-8562	6	6	mystery	mystery	NOUN
crln-8562	6	7	shopping	shopping	NOUN
crln-8562	6	8	for	for	ADP
crln-8562	6	9	years	year	NOUN
crln-8562	6	10	to	to	PART
crln-8562	6	11	measure	measure	VERB
crln-8562	6	12	whether	whether	SCONJ
crln-8562	6	13	employees	employee	NOUN
crln-8562	6	14	provide	provide	VERB
crln-8562	6	15	quality	quality	NOUN
crln-8562	6	16	customer	customer	NOUN
crln-8562	6	17	service	service	NOUN
crln-8562	6	18	and	and	CCONJ
crln-8562	6	19	adhere	adhere	VERB
crln-8562	6	20	to	to	ADP
crln-8562	6	21	guidelines	guideline	NOUN
crln-8562	6	22	and	and	CCONJ
crln-8562	6	23	policies.2	policies.2	NOUN
crln-8562	6	24	beginning	begin	VERB
crln-8562	6	25	in	in	ADP
crln-8562	6	26	2007	2007	NUM
crln-8562	6	27	,	,	PUNCT
crln-8562	6	28	we	we	PRON
crln-8562	6	29	began	begin	VERB
crln-8562	6	30	mystery	mystery	NOUN
crln-8562	6	31	shopping	shopping	NOUN
crln-8562	6	32	exercises	exercise	NOUN
crln-8562	6	33	at	at	ADP
crln-8562	6	34	our	our	PRON
crln-8562	6	35	libraries	library	NOUN
crln-8562	6	36	’	'	PUNCT
crln-8562	6	37	reference	reference	NOUN
crln-8562	6	38	and	and	CCONJ
crln-8562	6	39	front	front	ADJ
crln-8562	6	40	desks	desk	NOUN
crln-8562	6	41	at	at	ADP
crln-8562	6	42	radford	radford	PROPN
crln-8562	6	43	university	university	PROPN
crln-8562	6	44	and	and	CCONJ
crln-8562	6	45	longwood	longwood	PROPN
crln-8562	6	46	university	university	PROPN
crln-8562	6	47	.	.	PUNCT
crln-8562	7	1	secret	secret	ADJ
crln-8562	7	2	#	#	SYM
crln-8562	7	3	1	1	NUM
crln-8562	7	4	:	:	PUNCT
crln-8562	7	5	lay	lay	VERB
crln-8562	7	6	the	the	DET
crln-8562	7	7	groundwork	groundwork	NOUN
crln-8562	7	8	when	when	SCONJ
crln-8562	7	9	we	we	PRON
crln-8562	7	10	first	first	ADV
crln-8562	7	11	discussed	discuss	VERB
crln-8562	7	12	mystery	mystery	NOUN
crln-8562	7	13	shopping	shopping	NOUN
crln-8562	7	14	,	,	PUNCT
crln-8562	7	15	we	we	PRON
crln-8562	7	16	realized	realize	VERB
crln-8562	7	17	that	that	SCONJ
crln-8562	7	18	we	we	PRON
crln-8562	7	19	needed	need	VERB
crln-8562	7	20	to	to	PART
crln-8562	7	21	have	have	VERB
crln-8562	7	22	a	a	DET
crln-8562	7	23	clear	clear	ADJ
crln-8562	7	24	idea	idea	NOUN
crln-8562	7	25	of	of	ADP
crln-8562	7	26	how	how	SCONJ
crln-8562	7	27	we	we	PRON
crln-8562	7	28	would	would	AUX
crln-8562	7	29	use	use	VERB
crln-8562	7	30	our	our	PRON
crln-8562	7	31	findings	finding	NOUN
crln-8562	7	32	and	and	CCONJ
crln-8562	7	33	how	how	SCONJ
crln-8562	7	34	it	it	PRON
crln-8562	7	35	would	would	AUX
crln-8562	7	36	most	most	ADV
crln-8562	7	37	benefit	benefit	VERB
crln-8562	7	38	the	the	DET
crln-8562	7	39	libraries	library	NOUN
crln-8562	7	40	and	and	CCONJ
crln-8562	7	41	their	their	PRON
crln-8562	7	42	staff	staff	NOUN
crln-8562	7	43	.	.	PUNCT
crln-8562	8	1	did	do	AUX
crln-8562	8	2	we	we	PRON
crln-8562	8	3	want	want	VERB
crln-8562	8	4	to	to	PART
crln-8562	8	5	use	use	VERB
crln-8562	8	6	it	it	PRON
crln-8562	8	7	as	as	ADP
crln-8562	8	8	a	a	DET
crln-8562	8	9	snapshot	snapshot	NOUN
crln-8562	8	10	to	to	PART
crln-8562	8	11	measure	measure	VERB
crln-8562	8	12	current	current	ADJ
crln-8562	8	13	service	service	NOUN
crln-8562	8	14	only	only	ADV
crln-8562	8	15	to	to	PART
crln-8562	8	16	start	start	VERB
crln-8562	8	17	a	a	DET
crln-8562	8	18	cyclical	cyclical	ADJ
crln-8562	8	19	training	training	NOUN
crln-8562	8	20	program	program	NOUN
crln-8562	8	21	,	,	PUNCT
crln-8562	8	22	or	or	CCONJ
crln-8562	8	23	perhaps	perhaps	ADV
crln-8562	8	24	a	a	DET
crln-8562	8	25	combination	combination	NOUN
crln-8562	8	26	of	of	ADP
crln-8562	8	27	the	the	DET
crln-8562	8	28	two	two	NUM
crln-8562	8	29	?	?	PUNCT
crln-8562	9	1	establishing	establish	VERB
crln-8562	9	2	goals	goal	NOUN
crln-8562	9	3	would	would	AUX
crln-8562	9	4	allow	allow	VERB
crln-8562	9	5	us	we	PRON
crln-8562	9	6	to	to	PART
crln-8562	9	7	measure	measure	VERB
crln-8562	9	8	the	the	DET
crln-8562	9	9	success	success	NOUN
crln-8562	9	10	of	of	ADP
crln-8562	9	11	our	our	PRON
crln-8562	9	12	exercises	exercise	NOUN
crln-8562	9	13	.	.	PUNCT
crln-8562	10	1	ultimately	ultimately	ADV
crln-8562	10	2	,	,	PUNCT
crln-8562	10	3	we	we	PRON
crln-8562	10	4	found	find	VERB
crln-8562	10	5	it	it	PRON
crln-8562	10	6	best	good	ADJ
crln-8562	10	7	to	to	PART
crln-8562	10	8	work	work	VERB
crln-8562	10	9	with	with	ADP
crln-8562	10	10	the	the	DET
crln-8562	10	11	immediate	immediate	ADJ
crln-8562	10	12	desk	desk	NOUN
crln-8562	10	13	supervisors	supervisor	NOUN
crln-8562	10	14	to	to	PART
crln-8562	10	15	identify	identify	VERB
crln-8562	10	16	the	the	DET
crln-8562	10	17	goals	goal	NOUN
crln-8562	10	18	;	;	PUNCT
crln-8562	10	19	interestingly	interestingly	ADV
crln-8562	10	20	,	,	PUNCT
crln-8562	10	21	each	each	DET
crln-8562	10	22	one	one	NOUN
crln-8562	10	23	settled	settle	VERB
crln-8562	10	24	on	on	ADP
crln-8562	10	25	a	a	DET
crln-8562	10	26	different	different	ADJ
crln-8562	10	27	desired	desire	VERB
crln-8562	10	28	outcome	outcome	NOUN
crln-8562	10	29	.	.	PUNCT
crln-8562	11	1	knowing	know	VERB
crln-8562	11	2	that	that	SCONJ
crln-8562	11	3	the	the	DET
crln-8562	11	4	mystery	mystery	NOUN
crln-8562	11	5	shopping	shopping	NOUN
crln-8562	11	6	exercises	exercise	NOUN
crln-8562	11	7	could	could	AUX
crln-8562	11	8	reveal	reveal	VERB
crln-8562	11	9	potentially	potentially	ADV
crln-8562	11	10	sensitive	sensitive	ADJ
crln-8562	11	11	information	information	NOUN
crln-8562	11	12	,	,	PUNCT
crln-8562	11	13	we	we	PRON
crln-8562	11	14	each	each	PRON
crln-8562	11	15	designated	designate	VERB
crln-8562	11	16	people	people	NOUN
crln-8562	11	17	other	other	ADJ
crln-8562	11	18	than	than	SCONJ
crln-8562	11	19	the	the	DET
crln-8562	11	20	desk	desk	NOUN
crln-8562	11	21	supervisors	supervisor	NOUN
crln-8562	11	22	to	to	PART
crln-8562	11	23	receive	receive	VERB
crln-8562	11	24	and	and	CCONJ
crln-8562	11	25	compile	compile	VERB
crln-8562	11	26	the	the	DET
crln-8562	11	27	shopping	shopping	NOUN
crln-8562	11	28	data	datum	NOUN
crln-8562	11	29	.	.	PUNCT
crln-8562	12	1	we	we	PRON
crln-8562	12	2	also	also	ADV
crln-8562	12	3	came	come	VERB
crln-8562	12	4	to	to	PART
crln-8562	12	5	agreement	agreement	NOUN
crln-8562	12	6	as	as	ADP
crln-8562	12	7	to	to	ADP
crln-8562	12	8	who	who	PRON
crln-8562	12	9	could	could	AUX
crln-8562	12	10	have	have	AUX
crln-8562	12	11	access	access	NOUN
crln-8562	12	12	to	to	ADP
crln-8562	12	13	the	the	DET
crln-8562	12	14	information	information	NOUN
crln-8562	12	15	.	.	PUNCT
crln-8562	13	1	at	at	ADP
crln-8562	13	2	both	both	CCONJ
crln-8562	13	3	radford	radford	PROPN
crln-8562	13	4	and	and	CCONJ
crln-8562	13	5	longwood	longwood	PROPN
crln-8562	13	6	,	,	PUNCT
crln-8562	13	7	the	the	DET
crln-8562	13	8	desk	desk	NOUN
crln-8562	13	9	supervisors	supervisor	NOUN
crln-8562	13	10	wanted	want	VERB
crln-8562	13	11	reports	report	NOUN
crln-8562	13	12	that	that	SCONJ
crln-8562	13	13	measured	measure	VERB
crln-8562	13	14	service	service	NOUN
crln-8562	13	15	overall	overall	ADJ
crln-8562	13	16	,	,	PUNCT
crln-8562	13	17	without	without	ADP
crln-8562	13	18	identifying	identify	VERB
crln-8562	13	19	individual	individual	ADJ
crln-8562	13	20	workers	worker	NOUN
crln-8562	13	21	.	.	PUNCT
crln-8562	14	1	the	the	DET
crln-8562	14	2	resulting	result	VERB
crln-8562	14	3	reports	report	NOUN
crln-8562	14	4	would	would	AUX
crln-8562	14	5	be	be	AUX
crln-8562	14	6	shared	share	VERB
crln-8562	14	7	library	library	NOUN
crln-8562	14	8	-	-	PUNCT
crln-8562	14	9	wide	wide	ADV
crln-8562	14	10	.	.	PUNCT
crln-8562	15	1	at	at	ADP
crln-8562	15	2	longwood	longwood	PROPN
crln-8562	15	3	university	university	PROPN
crln-8562	15	4	there	there	PRON
crln-8562	15	5	was	be	VERB
crln-8562	15	6	an	an	DET
crln-8562	15	7	additional	additional	ADJ
crln-8562	15	8	component	component	NOUN
crln-8562	15	9	;	;	PUNCT
crln-8562	15	10	individual	individual	ADJ
crln-8562	15	11	staff	staff	NOUN
crln-8562	15	12	members	member	NOUN
crln-8562	15	13	were	be	AUX
crln-8562	15	14	shopped	shop	VERB
crln-8562	15	15	,	,	PUNCT
crln-8562	15	16	and	and	CCONJ
crln-8562	15	17	the	the	DET
crln-8562	15	18	supervisor	supervisor	NOUN
crln-8562	15	19	shared	share	VERB
crln-8562	15	20	the	the	DET
crln-8562	15	21	confidential	confidential	ADJ
crln-8562	15	22	results	result	NOUN
crln-8562	15	23	with	with	ADP
crln-8562	15	24	each	each	DET
crln-8562	15	25	staff	staff	NOUN
crln-8562	15	26	member	member	NOUN
crln-8562	15	27	.	.	PUNCT
crln-8562	16	1	before	before	SCONJ
crln-8562	16	2	we	we	PRON
crln-8562	16	3	even	even	ADV
crln-8562	16	4	mentioned	mention	VERB
crln-8562	16	5	the	the	DET
crln-8562	16	6	program	program	NOUN
crln-8562	16	7	with	with	ADP
crln-8562	16	8	the	the	DET
crln-8562	16	9	desk	desk	NOUN
crln-8562	16	10	supervisors	supervisor	NOUN
crln-8562	16	11	,	,	PUNCT
crln-8562	16	12	the	the	DET
crln-8562	16	13	authors	author	NOUN
crln-8562	16	14	discussed	discuss	VERB
crln-8562	16	15	with	with	ADP
crln-8562	16	16	each	each	DET
crln-8562	16	17	other	other	ADJ
crln-8562	16	18	how	how	SCONJ
crln-8562	16	19	the	the	DET
crln-8562	16	20	gathered	gather	VERB
crln-8562	16	21	data	datum	NOUN
crln-8562	16	22	could	could	AUX
crln-8562	16	23	be	be	AUX
crln-8562	16	24	used	use	VERB
crln-8562	16	25	to	to	PART
crln-8562	16	26	improve	improve	VERB
crln-8562	16	27	service	service	NOUN
crln-8562	16	28	.	.	PUNCT
crln-8562	17	1	mystery	mystery	NOUN
crln-8562	17	2	shopping	shopping	NOUN
crln-8562	17	3	takes	take	VERB
crln-8562	17	4	considerable	considerable	ADJ
crln-8562	17	5	effort	effort	NOUN
crln-8562	17	6	to	to	PART
crln-8562	17	7	plan	plan	VERB
crln-8562	17	8	and	and	CCONJ
crln-8562	17	9	carry	carry	VERB
crln-8562	17	10	out	out	ADP
crln-8562	17	11	,	,	PUNCT
crln-8562	17	12	not	not	PART
crln-8562	17	13	just	just	ADV
crln-8562	17	14	by	by	ADP
crln-8562	17	15	the	the	DET
crln-8562	17	16	researchers	researcher	NOUN
crln-8562	17	17	but	but	CCONJ
crln-8562	17	18	also	also	ADV
crln-8562	17	19	by	by	ADP
crln-8562	17	20	the	the	DET
crln-8562	17	21	staff	staff	NOUN
crln-8562	17	22	involved	involve	VERB
crln-8562	17	23	.	.	PUNCT
crln-8562	18	1	we	we	PRON
crln-8562	18	2	did	do	AUX
crln-8562	18	3	n’t	not	PART
crln-8562	18	4	want	want	VERB
crln-8562	18	5	to	to	PART
crln-8562	18	6	demoralize	demoralize	VERB
crln-8562	18	7	everyone	everyone	PRON
crln-8562	18	8	by	by	ADP
crln-8562	18	9	launching	launch	VERB
crln-8562	18	10	a	a	DET
crln-8562	18	11	large	large	ADJ
crln-8562	18	12	evaluative	evaluative	ADJ
crln-8562	18	13	process	process	NOUN
crln-8562	18	14	that	that	PRON
crln-8562	18	15	goes	go	VERB
crln-8562	18	16	nowhere	nowhere	ADV
crln-8562	18	17	.	.	PUNCT
crln-8562	19	1	everyone	everyone	PRON
crln-8562	19	2	involved	involve	VERB
crln-8562	19	3	in	in	ADP
crln-8562	19	4	the	the	DET
crln-8562	19	5	exercises	exercise	NOUN
crln-8562	19	6	agreed	agree	VERB
crln-8562	19	7	that	that	SCONJ
crln-8562	19	8	each	each	DET
crln-8562	19	9	area	area	NOUN
crln-8562	19	10	shopped	shop	VERB
crln-8562	19	11	should	should	AUX
crln-8562	19	12	have	have	VERB
crln-8562	19	13	concrete	concrete	ADJ
crln-8562	19	14	plans	plan	NOUN
crln-8562	19	15	to	to	PART
crln-8562	19	16	use	use	VERB
crln-8562	19	17	the	the	DET
crln-8562	19	18	data	datum	NOUN
crln-8562	19	19	.	.	PUNCT
crln-8562	20	1	at	at	ADP
crln-8562	20	2	our	our	PRON
crln-8562	20	3	libraries	library	NOUN
crln-8562	20	4	,	,	PUNCT
crln-8562	20	5	each	each	DET
crln-8562	20	6	service	service	NOUN
crln-8562	20	7	desk	desk	NOUN
crln-8562	20	8	decided	decide	VERB
crln-8562	20	9	to	to	PART
crln-8562	20	10	create	create	VERB
crln-8562	20	11	training	training	NOUN
crln-8562	20	12	programs	program	NOUN
crln-8562	20	13	to	to	PART
crln-8562	20	14	address	address	VERB
crln-8562	20	15	areas	area	NOUN
crln-8562	20	16	identified	identify	VERB
crln-8562	20	17	by	by	ADP
crln-8562	20	18	the	the	DET
crln-8562	20	19	mystery	mystery	NOUN
crln-8562	20	20	shopping	shopping	NOUN
crln-8562	20	21	that	that	PRON
crln-8562	20	22	could	could	AUX
crln-8562	20	23	be	be	AUX
crln-8562	20	24	improved	improve	VERB
crln-8562	20	25	.	.	PUNCT
crln-8562	21	1	candice	candice	PROPN
crln-8562	21	2	benjes	benjes	PROPN
crln-8562	21	3	-	-	PUNCT
crln-8562	21	4	small	small	ADJ
crln-8562	21	5	and	and	CCONJ
crln-8562	21	6	elizabeth	elizabeth	PROPN
crln-8562	21	7	kocevar	kocevar	PROPN
crln-8562	21	8	-	-	PUNCT
crln-8562	21	9	weidinger	weidinger	NOUN
crln-8562	21	10	secrets	secret	NOUN
crln-8562	21	11	to	to	ADP
crln-8562	21	12	successful	successful	ADJ
crln-8562	21	13	mystery	mystery	NOUN
crln-8562	21	14	shopping	shopping	NOUN
crln-8562	21	15	a	a	DET
crln-8562	21	16	case	case	NOUN
crln-8562	21	17	study	study	NOUN
crln-8562	21	18	candice	candice	PROPN
crln-8562	21	19	benjes	benjes	PROPN
crln-8562	21	20	-	-	PUNCT
crln-8562	21	21	small	small	ADJ
crln-8562	21	22	is	be	AUX
crln-8562	21	23	coordinator	coordinator	NOUN
crln-8562	21	24	of	of	ADP
crln-8562	21	25	information	information	NOUN
crln-8562	21	26	literacy	literacy	NOUN
crln-8562	21	27	and	and	CCONJ
crln-8562	21	28	outreach	outreach	NOUN
crln-8562	21	29	at	at	ADP
crln-8562	21	30	radford	radford	PROPN
crln-8562	21	31	university	university	PROPN
crln-8562	21	32	’s	’s	PART
crln-8562	21	33	mcconnell	mcconnell	PROPN
crln-8562	21	34	library	library	NOUN
crln-8562	21	35	,	,	PUNCT
crln-8562	21	36	e	e	NOUN
crln-8562	21	37	-	-	NOUN
crln-8562	21	38	mail	mail	NOUN
crln-8562	21	39	:	:	PUNCT
crln-8562	21	40	cbsmall@radford.edu	cbsmall@radford.edu	PROPN
crln-8562	21	41	,	,	PUNCT
crln-8562	21	42	and	and	CCONJ
crln-8562	21	43	elizabeth	elizabeth	PROPN
crln-8562	21	44	kocevar	kocevar	PROPN
crln-8562	21	45	-	-	PUNCT
crln-8562	21	46	weidinger	weidinger	NOUN
crln-8562	21	47	is	be	AUX
crln-8562	21	48	instruction	instruction	NOUN
crln-8562	21	49	/	/	SYM
crln-8562	21	50	reference	reference	NOUN
crln-8562	21	51	services	service	NOUN
crln-8562	21	52	librarian	librarian	ADJ
crln-8562	21	53	/	/	SYM
crln-8562	21	54	professor	professor	PROPN
crln-8562	21	55	greenwood	greenwood	PROPN
crln-8562	21	56	library	library	PROPN
crln-8562	21	57	at	at	ADP
crln-8562	21	58	longwood	longwood	PROPN
crln-8562	21	59	university	university	PROPN
crln-8562	21	60	,	,	PUNCT
crln-8562	21	61	e	e	NOUN
crln-8562	21	62	-	-	NOUN
crln-8562	21	63	mail	mail	NOUN
crln-8562	21	64	:	:	PUNCT
crln-8562	21	65	kocevarweidingerea@longwood.edu	kocevarweidingerea@longwood.edu	X
crln-8562	22	1	©	©	PROPN
crln-8562	22	2	2011	2011	NUM
crln-8562	22	3	candice	candice	PROPN
crln-8562	22	4	benjes	benjes	PROPN
crln-8562	22	5	-	-	PUNCT
crln-8562	22	6	small	small	ADJ
crln-8562	22	7	and	and	CCONJ
crln-8562	22	8	elizabeth	elizabeth	PROPN
crln-8562	22	9	kocevar	kocevar	PROPN
crln-8562	22	10	-	-	PUNCT
crln-8562	22	11	weidinger	weidinger	NOUN
crln-8562	22	12	may	may	PROPN
crln-8562	22	13	2011	2011	NUM
crln-8562	22	14	275	275	NUM
crln-8562	22	15	c&rl	c&rl	PROPN
crln-8562	22	16	news	news	NOUN
crln-8562	22	17	secret	secret	NOUN
crln-8562	22	18	#	#	NOUN
crln-8562	22	19	2	2	NUM
crln-8562	22	20	:	:	PUNCT
crln-8562	22	21	involve	involve	VERB
crln-8562	22	22	all	all	DET
crln-8562	22	23	stakeholders	stakeholder	NOUN
crln-8562	22	24	library	library	ADJ
crln-8562	22	25	administration	administration	NOUN
crln-8562	22	26	.	.	PUNCT
crln-8562	23	1	when	when	SCONJ
crln-8562	23	2	we	we	PRON
crln-8562	23	3	floated	float	VERB
crln-8562	23	4	the	the	DET
crln-8562	23	5	idea	idea	NOUN
crln-8562	23	6	of	of	ADP
crln-8562	23	7	mystery	mystery	NOUN
crln-8562	23	8	shopping	shopping	NOUN
crln-8562	23	9	by	by	ADP
crln-8562	23	10	our	our	PRON
crln-8562	23	11	library	library	PROPN
crln-8562	23	12	administrators	administrator	NOUN
crln-8562	23	13	,	,	PUNCT
crln-8562	23	14	the	the	DET
crln-8562	23	15	response	response	NOUN
crln-8562	23	16	at	at	ADP
crln-8562	23	17	both	both	DET
crln-8562	23	18	institutions	institution	NOUN
crln-8562	23	19	was	be	AUX
crln-8562	23	20	enthusiastic	enthusiastic	ADJ
crln-8562	23	21	.	.	PUNCT
crln-8562	24	1	our	our	PRON
crln-8562	24	2	library	library	NOUN
crln-8562	24	3	administrators	administrator	NOUN
crln-8562	24	4	were	be	AUX
crln-8562	24	5	eager	eager	ADJ
crln-8562	24	6	for	for	SCONJ
crln-8562	24	7	us	we	PRON
crln-8562	24	8	to	to	PART
crln-8562	24	9	provide	provide	VERB
crln-8562	24	10	both	both	CCONJ
crln-8562	24	11	quantitative	quantitative	ADJ
crln-8562	24	12	and	and	CCONJ
crln-8562	24	13	qualitative	qualitative	ADJ
crln-8562	24	14	data	datum	NOUN
crln-8562	24	15	about	about	ADP
crln-8562	24	16	how	how	SCONJ
crln-8562	24	17	well	well	ADV
crln-8562	24	18	we	we	PRON
crln-8562	24	19	do	do	AUX
crln-8562	24	20	what	what	PRON
crln-8562	24	21	we	we	PRON
crln-8562	24	22	do	do	VERB
crln-8562	24	23	at	at	ADP
crln-8562	24	24	our	our	PRON
crln-8562	24	25	service	service	NOUN
crln-8562	24	26	points	point	NOUN
crln-8562	24	27	.	.	PUNCT
crln-8562	25	1	desk	desk	NOUN
crln-8562	25	2	supervisors	supervisor	NOUN
crln-8562	25	3	.	.	PUNCT
crln-8562	26	1	once	once	SCONJ
crln-8562	26	2	we	we	PRON
crln-8562	26	3	got	get	VERB
crln-8562	26	4	the	the	DET
crln-8562	26	5	okay	okay	NOUN
crln-8562	26	6	from	from	ADP
crln-8562	26	7	the	the	DET
crln-8562	26	8	higher	high	ADJ
crln-8562	26	9	-	-	PUNCT
crln-8562	26	10	ups	up	NOUN
crln-8562	26	11	,	,	PUNCT
crln-8562	26	12	it	it	PRON
crln-8562	26	13	was	be	AUX
crln-8562	26	14	on	on	ADP
crln-8562	26	15	to	to	ADP
crln-8562	26	16	the	the	DET
crln-8562	26	17	desk	desk	NOUN
crln-8562	26	18	supervisors	supervisor	NOUN
crln-8562	26	19	.	.	PUNCT
crln-8562	27	1	at	at	ADP
crln-8562	27	2	radford	radford	PROPN
crln-8562	27	3	university	university	PROPN
crln-8562	27	4	,	,	PUNCT
crln-8562	27	5	the	the	DET
crln-8562	27	6	reference	reference	NOUN
crln-8562	27	7	and	and	CCONJ
crln-8562	27	8	circulation	circulation	NOUN
crln-8562	27	9	desk	desk	NOUN
crln-8562	27	10	supervisors	supervisor	NOUN
crln-8562	27	11	were	be	AUX
crln-8562	27	12	intrigued	intrigue	VERB
crln-8562	27	13	.	.	PUNCT
crln-8562	28	1	neither	neither	CCONJ
crln-8562	28	2	had	have	VERB
crln-8562	28	3	the	the	DET
crln-8562	28	4	time	time	NOUN
crln-8562	28	5	to	to	PART
crln-8562	28	6	personally	personally	ADV
crln-8562	28	7	observe	observe	VERB
crln-8562	28	8	all	all	PRON
crln-8562	28	9	of	of	ADP
crln-8562	28	10	his	his	PRON
crln-8562	28	11	or	or	CCONJ
crln-8562	28	12	her	her	PRON
crln-8562	28	13	workers	worker	NOUN
crln-8562	28	14	on	on	ADP
crln-8562	28	15	the	the	DET
crln-8562	28	16	desk	desk	NOUN
crln-8562	28	17	and	and	CCONJ
crln-8562	28	18	loved	love	VERB
crln-8562	28	19	the	the	DET
crln-8562	28	20	idea	idea	NOUN
crln-8562	28	21	of	of	ADP
crln-8562	28	22	getting	get	VERB
crln-8562	28	23	a	a	DET
crln-8562	28	24	better	well	ADJ
crln-8562	28	25	sense	sense	NOUN
crln-8562	28	26	of	of	ADP
crln-8562	28	27	what	what	PRON
crln-8562	28	28	goes	go	VERB
crln-8562	28	29	on	on	ADP
crln-8562	28	30	at	at	ADP
crln-8562	28	31	the	the	DET
crln-8562	28	32	desk	desk	NOUN
crln-8562	28	33	.	.	PUNCT
crln-8562	29	1	at	at	ADP
crln-8562	29	2	longwood	longwood	PROPN
crln-8562	29	3	university	university	PROPN
crln-8562	29	4	,	,	PUNCT
crln-8562	29	5	the	the	DET
crln-8562	29	6	desk	desk	NOUN
crln-8562	29	7	supervisors	supervisor	NOUN
crln-8562	29	8	were	be	AUX
crln-8562	29	9	interested	interested	ADJ
crln-8562	29	10	in	in	ADP
crln-8562	29	11	generating	generate	VERB
crln-8562	29	12	staff	staff	NOUN
crln-8562	29	13	accountability	accountability	NOUN
crln-8562	29	14	at	at	ADP
crln-8562	29	15	service	service	NOUN
crln-8562	29	16	desks	desk	NOUN
crln-8562	29	17	and	and	CCONJ
crln-8562	29	18	proving	prove	VERB
crln-8562	29	19	what	what	PRON
crln-8562	29	20	we	we	PRON
crln-8562	29	21	believed	believe	VERB
crln-8562	29	22	to	to	PART
crln-8562	29	23	be	be	AUX
crln-8562	29	24	true	true	ADJ
crln-8562	29	25	:	:	PUNCT
crln-8562	29	26	that	that	SCONJ
crln-8562	29	27	our	our	PRON
crln-8562	29	28	staff	staff	NOUN
crln-8562	29	29	did	do	AUX
crln-8562	29	30	provide	provide	VERB
crln-8562	29	31	quality	quality	NOUN
crln-8562	29	32	customer	customer	NOUN
crln-8562	29	33	service	service	NOUN
crln-8562	29	34	.	.	PUNCT
crln-8562	30	1	employees	employee	NOUN
crln-8562	30	2	being	be	AUX
crln-8562	30	3	shopped	shop	VERB
crln-8562	30	4	.	.	PUNCT
crln-8562	31	1	this	this	PRON
crln-8562	31	2	was	be	AUX
crln-8562	31	3	our	our	PRON
crln-8562	31	4	biggest	big	ADJ
crln-8562	31	5	challenge	challenge	NOUN
crln-8562	31	6	.	.	PUNCT
crln-8562	32	1	all	all	PRON
crln-8562	32	2	of	of	ADP
crln-8562	32	3	the	the	DET
crln-8562	32	4	groundwork	groundwork	NOUN
crln-8562	32	5	we	we	PRON
crln-8562	32	6	had	have	AUX
crln-8562	32	7	done	do	VERB
crln-8562	32	8	earlier	early	ADV
crln-8562	32	9	prepared	prepare	VERB
crln-8562	32	10	us	we	PRON
crln-8562	32	11	to	to	PART
crln-8562	32	12	answer	answer	VERB
crln-8562	32	13	their	their	PRON
crln-8562	32	14	questions	question	NOUN
crln-8562	32	15	and	and	CCONJ
crln-8562	32	16	assuage	assuage	VERB
crln-8562	32	17	their	their	PRON
crln-8562	32	18	concerns	concern	NOUN
crln-8562	32	19	.	.	PUNCT
crln-8562	33	1	at	at	ADP
crln-8562	33	2	the	the	DET
crln-8562	33	3	same	same	ADJ
crln-8562	33	4	time	time	NOUN
crln-8562	33	5	,	,	PUNCT
crln-8562	33	6	we	we	PRON
crln-8562	33	7	had	have	VERB
crln-8562	33	8	to	to	PART
crln-8562	33	9	be	be	AUX
crln-8562	33	10	flexible	flexible	ADJ
crln-8562	33	11	with	with	ADP
crln-8562	33	12	our	our	PRON
crln-8562	33	13	planning	planning	NOUN
crln-8562	33	14	.	.	PUNCT
crln-8562	34	1	we	we	PRON
crln-8562	34	2	knew	know	VERB
crln-8562	34	3	a	a	DET
crln-8562	34	4	successful	successful	ADJ
crln-8562	34	5	exercise	exercise	NOUN
crln-8562	34	6	would	would	AUX
crln-8562	34	7	involve	involve	VERB
crln-8562	34	8	the	the	DET
crln-8562	34	9	employees	employee	NOUN
crln-8562	34	10	as	as	ADV
crln-8562	34	11	much	much	ADV
crln-8562	34	12	as	as	ADP
crln-8562	34	13	possible	possible	ADJ
crln-8562	34	14	.	.	PUNCT
crln-8562	35	1	therefore	therefore	ADV
crln-8562	35	2	,	,	PUNCT
crln-8562	35	3	staff	staff	NOUN
crln-8562	35	4	were	be	AUX
crln-8562	35	5	involved	involve	VERB
crln-8562	35	6	from	from	ADP
crln-8562	35	7	the	the	DET
crln-8562	35	8	ground	ground	NOUN
crln-8562	35	9	up	up	ADP
crln-8562	35	10	.	.	PUNCT
crln-8562	36	1	they	they	PRON
crln-8562	36	2	developed	develop	VERB
crln-8562	36	3	the	the	DET
crln-8562	36	4	customer	customer	NOUN
crln-8562	36	5	service	service	NOUN
crln-8562	36	6	guidelines	guideline	NOUN
crln-8562	36	7	by	by	ADP
crln-8562	36	8	which	which	PRON
crln-8562	36	9	they	they	PRON
crln-8562	36	10	would	would	AUX
crln-8562	36	11	be	be	AUX
crln-8562	36	12	evaluated	evaluate	VERB
crln-8562	36	13	.	.	PUNCT
crln-8562	37	1	this	this	PRON
crln-8562	37	2	generated	generate	VERB
crln-8562	37	3	buy	buy	NOUN
crln-8562	37	4	-	-	PUNCT
crln-8562	37	5	in	in	NOUN
crln-8562	37	6	from	from	ADP
crln-8562	37	7	the	the	DET
crln-8562	37	8	start	start	NOUN
crln-8562	37	9	.	.	PUNCT
crln-8562	38	1	although	although	SCONJ
crln-8562	38	2	we	we	PRON
crln-8562	38	3	put	put	VERB
crln-8562	38	4	together	together	ADV
crln-8562	38	5	a	a	DET
crln-8562	38	6	framework	framework	NOUN
crln-8562	38	7	ahead	ahead	ADV
crln-8562	38	8	of	of	ADP
crln-8562	38	9	time	time	NOUN
crln-8562	38	10	,	,	PUNCT
crln-8562	38	11	we	we	PRON
crln-8562	38	12	solicited	solicit	VERB
crln-8562	38	13	feedback	feedback	NOUN
crln-8562	38	14	about	about	ADP
crln-8562	38	15	each	each	DET
crln-8562	38	16	step	step	NOUN
crln-8562	38	17	of	of	ADP
crln-8562	38	18	the	the	DET
crln-8562	38	19	exercise	exercise	NOUN
crln-8562	38	20	.	.	PUNCT
crln-8562	39	1	we	we	PRON
crln-8562	39	2	made	make	VERB
crln-8562	39	3	many	many	ADJ
crln-8562	39	4	modifications	modification	NOUN
crln-8562	39	5	to	to	ADP
crln-8562	39	6	the	the	DET
crln-8562	39	7	exercise	exercise	NOUN
crln-8562	39	8	based	base	VERB
crln-8562	39	9	on	on	ADP
crln-8562	39	10	feedback	feedback	NOUN
crln-8562	39	11	from	from	ADP
crln-8562	39	12	the	the	DET
crln-8562	39	13	employees	employee	NOUN
crln-8562	39	14	,	,	PUNCT
crln-8562	39	15	and	and	CCONJ
crln-8562	39	16	,	,	PUNCT
crln-8562	39	17	because	because	SCONJ
crln-8562	39	18	transparency	transparency	NOUN
crln-8562	39	19	is	be	AUX
crln-8562	39	20	imperative	imperative	ADJ
crln-8562	39	21	,	,	PUNCT
crln-8562	39	22	we	we	PRON
crln-8562	39	23	made	make	VERB
crln-8562	39	24	sure	sure	ADJ
crln-8562	39	25	these	these	DET
crln-8562	39	26	modifications	modification	NOUN
crln-8562	39	27	were	be	AUX
crln-8562	39	28	communicated	communicate	VERB
crln-8562	39	29	.	.	PUNCT
crln-8562	40	1	in	in	ADP
crln-8562	40	2	our	our	PRON
crln-8562	40	3	first	first	ADJ
crln-8562	40	4	round	round	NOUN
crln-8562	40	5	of	of	ADP
crln-8562	40	6	mystery	mystery	NOUN
crln-8562	40	7	shopping	shopping	NOUN
crln-8562	40	8	,	,	PUNCT
crln-8562	40	9	we	we	PRON
crln-8562	40	10	also	also	ADV
crln-8562	40	11	told	tell	VERB
crln-8562	40	12	the	the	DET
crln-8562	40	13	employees	employee	NOUN
crln-8562	40	14	the	the	DET
crln-8562	40	15	beginning	beginning	NOUN
crln-8562	40	16	and	and	CCONJ
crln-8562	40	17	end	end	VERB
crln-8562	40	18	dates	date	NOUN
crln-8562	40	19	of	of	ADP
crln-8562	40	20	the	the	DET
crln-8562	40	21	exercise	exercise	NOUN
crln-8562	40	22	.	.	PUNCT
crln-8562	41	1	they	they	PRON
crln-8562	41	2	would	would	AUX
crln-8562	41	3	n’t	not	PART
crln-8562	41	4	know	know	VERB
crln-8562	41	5	when	when	SCONJ
crln-8562	41	6	exactly	exactly	ADV
crln-8562	41	7	they	they	PRON
crln-8562	41	8	were	be	AUX
crln-8562	41	9	being	be	AUX
crln-8562	41	10	shopped	shop	VERB
crln-8562	41	11	,	,	PUNCT
crln-8562	41	12	but	but	CCONJ
crln-8562	41	13	they	they	PRON
crln-8562	41	14	knew	know	VERB
crln-8562	41	15	the	the	DET
crln-8562	41	16	window	window	NOUN
crln-8562	41	17	.	.	PUNCT
crln-8562	42	1	this	this	PRON
crln-8562	42	2	increased	increase	VERB
crln-8562	42	3	their	their	PRON
crln-8562	42	4	comfort	comfort	NOUN
crln-8562	42	5	level	level	NOUN
crln-8562	42	6	with	with	ADP
crln-8562	42	7	our	our	PRON
crln-8562	42	8	“	"	PUNCT
crln-8562	42	9	beta	beta	NOUN
crln-8562	42	10	”	"	PUNCT
crln-8562	42	11	mystery	mystery	NOUN
crln-8562	42	12	shop	shop	NOUN
crln-8562	42	13	.	.	PUNCT
crln-8562	43	1	over	over	ADP
crln-8562	43	2	time	time	NOUN
crln-8562	43	3	,	,	PUNCT
crln-8562	43	4	once	once	SCONJ
crln-8562	43	5	staff	staff	NOUN
crln-8562	43	6	were	be	AUX
crln-8562	43	7	comfortable	comfortable	ADJ
crln-8562	43	8	with	with	ADP
crln-8562	43	9	the	the	DET
crln-8562	43	10	process	process	NOUN
crln-8562	43	11	,	,	PUNCT
crln-8562	43	12	we	we	PRON
crln-8562	43	13	were	be	AUX
crln-8562	43	14	able	able	ADJ
crln-8562	43	15	to	to	PART
crln-8562	43	16	stop	stop	VERB
crln-8562	43	17	giving	give	VERB
crln-8562	43	18	advance	advance	NOUN
crln-8562	43	19	notice	notice	NOUN
crln-8562	43	20	,	,	PUNCT
crln-8562	43	21	and	and	CCONJ
crln-8562	43	22	let	let	VERB
crln-8562	43	23	them	they	PRON
crln-8562	43	24	know	know	VERB
crln-8562	43	25	mystery	mystery	NOUN
crln-8562	43	26	shopping	shopping	NOUN
crln-8562	43	27	would	would	AUX
crln-8562	43	28	happen	happen	VERB
crln-8562	43	29	regularly	regularly	ADV
crln-8562	43	30	.	.	PUNCT
crln-8562	44	1	institutional	institutional	ADJ
crln-8562	44	2	review	review	NOUN
crln-8562	44	3	board	board	NOUN
crln-8562	44	4	and	and	CCONJ
crln-8562	44	5	human	human	ADJ
crln-8562	44	6	resources	resource	NOUN
crln-8562	44	7	.	.	PUNCT
crln-8562	45	1	at	at	ADP
crln-8562	45	2	both	both	CCONJ
crln-8562	45	3	radford	radford	PROPN
crln-8562	45	4	and	and	CCONJ
crln-8562	45	5	longwood	longwood	PROPN
crln-8562	45	6	,	,	PUNCT
crln-8562	45	7	we	we	PRON
crln-8562	45	8	ran	run	VERB
crln-8562	45	9	the	the	DET
crln-8562	45	10	exercises	exercise	NOUN
crln-8562	45	11	as	as	ADP
crln-8562	45	12	research	research	NOUN
crln-8562	45	13	studies	study	NOUN
crln-8562	45	14	and	and	CCONJ
crln-8562	45	15	went	go	VERB
crln-8562	45	16	through	through	ADP
crln-8562	45	17	formal	formal	ADJ
crln-8562	45	18	irb	irb	NOUN
crln-8562	45	19	review	review	NOUN
crln-8562	45	20	.	.	PUNCT
crln-8562	46	1	if	if	SCONJ
crln-8562	46	2	you	you	PRON
crln-8562	46	3	are	be	AUX
crln-8562	46	4	mystery	mystery	NOUN
crln-8562	46	5	shopping	shop	VERB
crln-8562	46	6	unionized	unionize	VERB
crln-8562	46	7	employees	employee	NOUN
crln-8562	46	8	,	,	PUNCT
crln-8562	46	9	be	be	AUX
crln-8562	46	10	sure	sure	ADJ
crln-8562	46	11	to	to	PART
crln-8562	46	12	discuss	discuss	VERB
crln-8562	46	13	your	your	PRON
crln-8562	46	14	plan	plan	NOUN
crln-8562	46	15	with	with	ADP
crln-8562	46	16	the	the	DET
crln-8562	46	17	union	union	NOUN
crln-8562	46	18	.	.	PUNCT
crln-8562	47	1	secret	secret	ADJ
crln-8562	47	2	#	#	SYM
crln-8562	47	3	3	3	NUM
crln-8562	47	4	:	:	PUNCT
crln-8562	47	5	establish	establish	VERB
crln-8562	47	6	model	model	NOUN
crln-8562	47	7	behaviors	behavior	NOUN
crln-8562	47	8	quick	quick	ADJ
crln-8562	47	9	quiz	quiz	NOUN
crln-8562	47	10	:	:	PUNCT
crln-8562	47	11	how	how	SCONJ
crln-8562	47	12	many	many	ADJ
crln-8562	47	13	of	of	ADP
crln-8562	47	14	you	you	PRON
crln-8562	47	15	have	have	AUX
crln-8562	47	16	written	write	VERB
crln-8562	47	17	guidelines	guideline	NOUN
crln-8562	47	18	or	or	CCONJ
crln-8562	47	19	standards	standard	NOUN
crln-8562	47	20	for	for	ADP
crln-8562	47	21	appropriate	appropriate	ADJ
crln-8562	47	22	customer	customer	NOUN
crln-8562	47	23	service	service	NOUN
crln-8562	47	24	at	at	ADP
crln-8562	47	25	the	the	DET
crln-8562	47	26	reference	reference	NOUN
crln-8562	47	27	and	and	CCONJ
crln-8562	47	28	circulation	circulation	NOUN
crln-8562	47	29	desks	desk	NOUN
crln-8562	47	30	?	?	PUNCT
crln-8562	48	1	we	we	PRON
crln-8562	48	2	did	do	VERB
crln-8562	48	3	n’t	not	PART
crln-8562	48	4	either	either	ADV
crln-8562	48	5	.	.	PUNCT
crln-8562	49	1	but	but	CCONJ
crln-8562	49	2	we	we	PRON
crln-8562	49	3	all	all	PRON
crln-8562	49	4	know	know	VERB
crln-8562	49	5	what	what	PRON
crln-8562	49	6	proper	proper	ADJ
crln-8562	49	7	desk	desk	NOUN
crln-8562	49	8	behavior	behavior	NOUN
crln-8562	49	9	is	be	AUX
crln-8562	49	10	,	,	PUNCT
crln-8562	49	11	right	right	ADJ
crln-8562	49	12	?	?	PUNCT
crln-8562	50	1	individually	individually	ADV
crln-8562	50	2	,	,	PUNCT
crln-8562	50	3	sure	sure	ADJ
crln-8562	50	4	.	.	PUNCT
crln-8562	51	1	but	but	CCONJ
crln-8562	51	2	coming	come	VERB
crln-8562	51	3	to	to	ADP
crln-8562	51	4	consensus	consensus	NOUN
crln-8562	51	5	was	be	AUX
crln-8562	51	6	surprisingly	surprisingly	ADV
crln-8562	51	7	challenging	challenging	ADJ
crln-8562	51	8	.	.	PUNCT
crln-8562	52	1	consistent	consistent	ADJ
crln-8562	52	2	service	service	NOUN
crln-8562	52	3	is	be	AUX
crln-8562	52	4	imperative	imperative	ADJ
crln-8562	52	5	.	.	PUNCT
crln-8562	53	1	we	we	PRON
crln-8562	53	2	were	be	AUX
crln-8562	53	3	going	go	VERB
crln-8562	53	4	to	to	PART
crln-8562	53	5	evaluate	evaluate	VERB
crln-8562	53	6	everyone	everyone	PRON
crln-8562	53	7	using	use	VERB
crln-8562	53	8	the	the	DET
crln-8562	53	9	same	same	ADJ
crln-8562	53	10	shopping	shopping	NOUN
crln-8562	53	11	instrument	instrument	NOUN
crln-8562	53	12	,	,	PUNCT
crln-8562	53	13	so	so	ADV
crln-8562	53	14	we	we	PRON
crln-8562	53	15	needed	need	VERB
crln-8562	53	16	everyone	everyone	PRON
crln-8562	53	17	to	to	PART
crln-8562	53	18	understand	understand	VERB
crln-8562	53	19	what	what	PRON
crln-8562	53	20	behaviors	behavior	NOUN
crln-8562	53	21	are	be	AUX
crln-8562	53	22	expected	expect	VERB
crln-8562	53	23	.	.	PUNCT
crln-8562	54	1	the	the	DET
crln-8562	54	2	conversations	conversation	NOUN
crln-8562	54	3	among	among	ADP
crln-8562	54	4	the	the	DET
crln-8562	54	5	desk	desk	NOUN
crln-8562	54	6	employees	employee	NOUN
crln-8562	54	7	as	as	ADP
crln-8562	54	8	to	to	ADP
crln-8562	54	9	what	what	PRON
crln-8562	54	10	constitutes	constitute	VERB
crln-8562	54	11	model	model	NOUN
crln-8562	54	12	behaviors	behavior	NOUN
crln-8562	54	13	were	be	AUX
crln-8562	54	14	fascinating	fascinating	ADJ
crln-8562	54	15	.	.	PUNCT
crln-8562	55	1	we	we	PRON
crln-8562	55	2	set	set	VERB
crln-8562	55	3	ground	ground	NOUN
crln-8562	55	4	rules	rule	NOUN
crln-8562	55	5	for	for	ADP
crln-8562	55	6	open	open	ADJ
crln-8562	55	7	but	but	CCONJ
crln-8562	55	8	courteous	courteous	ADJ
crln-8562	55	9	discussion	discussion	NOUN
crln-8562	55	10	.	.	PUNCT
crln-8562	56	1	we	we	PRON
crln-8562	56	2	used	use	VERB
crln-8562	56	3	existing	exist	VERB
crln-8562	56	4	model	model	NOUN
crln-8562	56	5	behavior	behavior	NOUN
crln-8562	56	6	lists	list	NOUN
crln-8562	56	7	,	,	PUNCT
crln-8562	56	8	such	such	ADJ
crln-8562	56	9	as	as	ADP
crln-8562	56	10	rusa	rusa	NOUN
crln-8562	56	11	’s	’s	PART
crln-8562	56	12	“	"	PUNCT
crln-8562	56	13	guidelines	guideline	NOUN
crln-8562	56	14	for	for	ADP
crln-8562	56	15	behavioral	behavioral	ADJ
crln-8562	56	16	performance	performance	NOUN
crln-8562	56	17	of	of	ADP
crln-8562	56	18	reference	reference	NOUN
crln-8562	56	19	and	and	CCONJ
crln-8562	56	20	information	information	NOUN
crln-8562	56	21	service	service	NOUN
crln-8562	56	22	providers”3	providers”3	PROPN
crln-8562	56	23	to	to	PART
crln-8562	56	24	generate	generate	VERB
crln-8562	56	25	discussion	discussion	NOUN
crln-8562	56	26	about	about	ADP
crln-8562	56	27	generally	generally	ADV
crln-8562	56	28	accepted	accept	VERB
crln-8562	56	29	standards	standard	NOUN
crln-8562	56	30	,	,	PUNCT
crln-8562	56	31	to	to	PART
crln-8562	56	32	guide	guide	VERB
crln-8562	56	33	us	we	PRON
crln-8562	56	34	in	in	ADP
crln-8562	56	35	the	the	DET
crln-8562	56	36	process	process	NOUN
crln-8562	56	37	,	,	PUNCT
crln-8562	56	38	and	and	CCONJ
crln-8562	56	39	to	to	PART
crln-8562	56	40	help	help	VERB
crln-8562	56	41	us	we	PRON
crln-8562	56	42	from	from	ADP
crln-8562	56	43	re	re	VERB
crln-8562	56	44	-	-	VERB
crln-8562	56	45	creating	create	VERB
crln-8562	56	46	the	the	DET
crln-8562	56	47	wheel	wheel	NOUN
crln-8562	56	48	.	.	PUNCT
crln-8562	57	1	secret	secret	ADJ
crln-8562	57	2	#	#	SYM
crln-8562	57	3	4	4	NUM
crln-8562	57	4	:	:	PUNCT
crln-8562	57	5	design	design	VERB
crln-8562	57	6	an	an	DET
crln-8562	57	7	effective	effective	ADJ
crln-8562	57	8	mystery	mystery	NOUN
crln-8562	57	9	shopping	shopping	NOUN
crln-8562	57	10	instrument	instrument	NOUN
crln-8562	57	11	in	in	ADP
crln-8562	57	12	both	both	DET
crln-8562	57	13	libraries	library	NOUN
crln-8562	57	14	,	,	PUNCT
crln-8562	57	15	we	we	PRON
crln-8562	57	16	had	have	VERB
crln-8562	57	17	lists	list	NOUN
crln-8562	57	18	of	of	ADP
crln-8562	57	19	model	model	NOUN
crln-8562	57	20	behaviors	behavior	NOUN
crln-8562	57	21	that	that	PRON
crln-8562	57	22	were	be	AUX
crln-8562	57	23	far	far	ADV
crln-8562	57	24	longer	long	ADJ
crln-8562	57	25	than	than	SCONJ
crln-8562	57	26	could	could	AUX
crln-8562	57	27	be	be	AUX
crln-8562	57	28	measured	measure	VERB
crln-8562	57	29	by	by	ADP
crln-8562	57	30	one	one	NUM
crln-8562	57	31	shopper	shopper	NOUN
crln-8562	57	32	.	.	PUNCT
crln-8562	58	1	our	our	PRON
crln-8562	58	2	first	first	ADJ
crln-8562	58	3	mystery	mystery	NOUN
crln-8562	58	4	shopping	shopping	NOUN
crln-8562	58	5	exercises	exercise	NOUN
crln-8562	58	6	revealed	reveal	VERB
crln-8562	58	7	that	that	SCONJ
crln-8562	58	8	if	if	SCONJ
crln-8562	58	9	the	the	DET
crln-8562	58	10	shopping	shopping	NOUN
crln-8562	58	11	evaluation	evaluation	NOUN
crln-8562	58	12	tool	tool	NOUN
crln-8562	58	13	were	be	AUX
crln-8562	58	14	too	too	ADV
crln-8562	58	15	long	long	ADJ
crln-8562	58	16	,	,	PUNCT
crln-8562	58	17	some	some	PRON
crln-8562	58	18	of	of	ADP
crln-8562	58	19	the	the	DET
crln-8562	58	20	shoppers	shopper	NOUN
crln-8562	58	21	would	would	AUX
crln-8562	58	22	take	take	VERB
crln-8562	58	23	the	the	DET
crln-8562	58	24	form	form	NOUN
crln-8562	58	25	with	with	ADP
crln-8562	58	26	them	they	PRON
crln-8562	58	27	to	to	ADP
crln-8562	58	28	the	the	DET
crln-8562	58	29	desk	desk	NOUN
crln-8562	58	30	and	and	CCONJ
crln-8562	58	31	fill	fill	VERB
crln-8562	58	32	it	it	PRON
crln-8562	58	33	out	out	ADP
crln-8562	58	34	right	right	ADV
crln-8562	58	35	in	in	ADP
crln-8562	58	36	front	front	NOUN
crln-8562	58	37	of	of	ADP
crln-8562	58	38	the	the	DET
crln-8562	58	39	employee	employee	NOUN
crln-8562	58	40	.	.	PUNCT
crln-8562	59	1	in	in	ADP
crln-8562	59	2	the	the	DET
crln-8562	59	3	end	end	NOUN
crln-8562	59	4	,	,	PUNCT
crln-8562	59	5	we	we	PRON
crln-8562	59	6	worked	work	VERB
crln-8562	59	7	with	with	ADP
crln-8562	59	8	desk	desk	NOUN
crln-8562	59	9	supervisors	supervisor	NOUN
crln-8562	59	10	to	to	PART
crln-8562	59	11	prioritize	prioritize	VERB
crln-8562	59	12	the	the	DET
crln-8562	59	13	behaviors	behavior	NOUN
crln-8562	59	14	to	to	PART
crln-8562	59	15	be	be	AUX
crln-8562	59	16	measured	measure	VERB
crln-8562	59	17	and	and	CCONJ
crln-8562	59	18	shorten	shorten	VERB
crln-8562	59	19	the	the	DET
crln-8562	59	20	length	length	NOUN
crln-8562	59	21	of	of	ADP
crln-8562	59	22	the	the	DET
crln-8562	59	23	shopper	shopper	NOUN
crln-8562	59	24	questionnaire	questionnaire	NOUN
crln-8562	59	25	.	.	PUNCT
crln-8562	60	1	for	for	SCONJ
crln-8562	60	2	each	each	DET
crln-8562	60	3	behavior	behavior	NOUN
crln-8562	60	4	to	to	PART
crln-8562	60	5	be	be	AUX
crln-8562	60	6	measured	measure	VERB
crln-8562	60	7	,	,	PUNCT
crln-8562	60	8	we	we	PRON
crln-8562	60	9	created	create	VERB
crln-8562	60	10	a	a	DET
crln-8562	60	11	scale	scale	NOUN
crln-8562	60	12	identifying	identify	VERB
crln-8562	60	13	what	what	PRON
crln-8562	60	14	is	be	AUX
crln-8562	60	15	unacceptable	unacceptable	ADJ
crln-8562	60	16	,	,	PUNCT
crln-8562	60	17	acceptable	acceptable	ADJ
crln-8562	60	18	,	,	PUNCT
crln-8562	60	19	and	and	CCONJ
crln-8562	60	20	optimal	optimal	ADJ
crln-8562	60	21	for	for	ADP
crln-8562	60	22	each	each	DET
crln-8562	60	23	measured	measure	VERB
crln-8562	60	24	behavior	behavior	NOUN
crln-8562	60	25	.	.	PUNCT
crln-8562	61	1	example	example	NOUN
crln-8562	61	2	:	:	PUNCT
crln-8562	61	3	behavior	behavior	NOUN
crln-8562	61	4	to	to	PART
crln-8562	61	5	be	be	AUX
crln-8562	61	6	measured	measure	VERB
crln-8562	61	7	:	:	PUNCT
crln-8562	61	8	were	be	AUX
crln-8562	61	9	you	you	PRON
crln-8562	61	10	greeted	greet	VERB
crln-8562	61	11	promptly	promptly	ADV
crln-8562	61	12	?	?	PUNCT
crln-8562	62	1	c&rl	c&rl	PROPN
crln-8562	62	2	news	news	PROPN
crln-8562	62	3	may	may	AUX
crln-8562	62	4	2011	2011	NUM
crln-8562	62	5	276	276	NUM
crln-8562	62	6	possible	possible	ADJ
crln-8562	62	7	answers	answer	NOUN
crln-8562	62	8	:	:	PUNCT
crln-8562	62	9	unacceptable	unacceptable	ADJ
crln-8562	62	10	:	:	PUNCT
crln-8562	62	11	i	i	PRON
crln-8562	62	12	was	be	AUX
crln-8562	62	13	not	not	PART
crln-8562	62	14	greeted	greet	VERB
crln-8562	62	15	.	.	PUNCT
crln-8562	63	1	acceptable	acceptable	ADJ
crln-8562	63	2	:	:	PUNCT
crln-8562	63	3	i	i	PRON
crln-8562	63	4	was	be	AUX
crln-8562	63	5	greeted	greet	VERB
crln-8562	63	6	after	after	SCONJ
crln-8562	63	7	i	i	PRON
crln-8562	63	8	said	say	VERB
crln-8562	63	9	hi	hi	INTJ
crln-8562	63	10	or	or	CCONJ
crln-8562	63	11	hello	hello	INTJ
crln-8562	63	12	.	.	PUNCT
crln-8562	64	1	optimal	optimal	ADJ
crln-8562	64	2	:	:	PUNCT
crln-8562	64	3	employee	employee	NOUN
crln-8562	64	4	immediately	immediately	ADV
crln-8562	64	5	greeted	greet	VERB
crln-8562	64	6	me	i	PRON
crln-8562	64	7	.	.	PUNCT
crln-8562	65	1	we	we	PRON
crln-8562	65	2	then	then	ADV
crln-8562	65	3	formulated	formulate	VERB
crln-8562	65	4	the	the	DET
crln-8562	65	5	questions	question	NOUN
crln-8562	65	6	the	the	DET
crln-8562	65	7	mystery	mystery	NOUN
crln-8562	65	8	shoppers	shopper	NOUN
crln-8562	65	9	would	would	AUX
crln-8562	65	10	ask	ask	VERB
crln-8562	65	11	the	the	DET
crln-8562	65	12	staff	staff	NOUN
crln-8562	65	13	.	.	PUNCT
crln-8562	66	1	we	we	PRON
crln-8562	66	2	wanted	want	VERB
crln-8562	66	3	the	the	DET
crln-8562	66	4	question	question	NOUN
crln-8562	66	5	to	to	PART
crln-8562	66	6	be	be	AUX
crln-8562	66	7	involved	involve	VERB
crln-8562	66	8	enough	enough	ADV
crln-8562	66	9	to	to	PART
crln-8562	66	10	elicit	elicit	VERB
crln-8562	66	11	the	the	DET
crln-8562	66	12	behaviors	behavior	NOUN
crln-8562	66	13	being	be	AUX
crln-8562	66	14	evaluated	evaluate	VERB
crln-8562	66	15	,	,	PUNCT
crln-8562	66	16	without	without	ADP
crln-8562	66	17	being	be	AUX
crln-8562	66	18	so	so	ADV
crln-8562	66	19	complicated	complicated	ADJ
crln-8562	66	20	the	the	DET
crln-8562	66	21	shopper	shopper	NOUN
crln-8562	66	22	would	would	AUX
crln-8562	66	23	not	not	PART
crln-8562	66	24	be	be	AUX
crln-8562	66	25	able	able	ADJ
crln-8562	66	26	to	to	PART
crln-8562	66	27	sustain	sustain	VERB
crln-8562	66	28	the	the	DET
crln-8562	66	29	transaction	transaction	NOUN
crln-8562	66	30	.	.	PUNCT
crln-8562	67	1	examples	example	NOUN
crln-8562	67	2	that	that	PRON
crln-8562	67	3	have	have	AUX
crln-8562	67	4	worked	work	VERB
crln-8562	67	5	for	for	ADP
crln-8562	67	6	us	we	PRON
crln-8562	67	7	:	:	PUNCT
crln-8562	67	8	do	do	AUX
crln-8562	67	9	you	you	PRON
crln-8562	67	10	have	have	VERB
crln-8562	67	11	any	any	DET
crln-8562	67	12	books	book	NOUN
crln-8562	67	13	by	by	ADP
crln-8562	67	14	[	[	X
crln-8562	67	15	author	author	NOUN
crln-8562	67	16	name	name	NOUN
crln-8562	67	17	]	]	PUNCT
crln-8562	67	18	?	?	PUNCT
crln-8562	68	1	can	can	AUX
crln-8562	68	2	you	you	PRON
crln-8562	68	3	help	help	VERB
crln-8562	68	4	me	i	PRON
crln-8562	68	5	find	find	VERB
crln-8562	68	6	a	a	DET
crln-8562	68	7	scholarly	scholarly	ADJ
crln-8562	68	8	article	article	NOUN
crln-8562	68	9	on	on	ADP
crln-8562	68	10	images	image	NOUN
crln-8562	68	11	of	of	ADP
crln-8562	68	12	women	woman	NOUN
crln-8562	68	13	in	in	ADP
crln-8562	68	14	advertising	advertising	NOUN
crln-8562	68	15	?	?	PUNCT
crln-8562	69	1	examples	example	NOUN
crln-8562	69	2	of	of	ADP
crln-8562	69	3	the	the	DET
crln-8562	69	4	types	type	NOUN
crln-8562	69	5	of	of	ADP
crln-8562	69	6	questions	question	NOUN
crln-8562	69	7	to	to	PART
crln-8562	69	8	avoid	avoid	VERB
crln-8562	69	9	:	:	PUNCT
crln-8562	69	10	directional	directional	ADJ
crln-8562	69	11	questions	question	NOUN
crln-8562	69	12	such	such	ADJ
crln-8562	69	13	as	as	ADP
crln-8562	69	14	,	,	PUNCT
crln-8562	69	15	where	where	SCONJ
crln-8562	69	16	is	be	AUX
crln-8562	69	17	the	the	DET
crln-8562	69	18	bathroom	bathroom	NOUN
crln-8562	69	19	?	?	PUNCT
crln-8562	70	1	these	these	DET
crln-8562	70	2	answers	answer	NOUN
crln-8562	70	3	do	do	AUX
crln-8562	70	4	not	not	PART
crln-8562	70	5	require	require	VERB
crln-8562	70	6	much	much	ADJ
crln-8562	70	7	interaction	interaction	NOUN
crln-8562	70	8	.	.	PUNCT
crln-8562	71	1	complicated	complicated	ADJ
crln-8562	71	2	questions	question	NOUN
crln-8562	71	3	that	that	PRON
crln-8562	71	4	lead	lead	VERB
crln-8562	71	5	to	to	ADP
crln-8562	71	6	a	a	DET
crln-8562	71	7	lengthy	lengthy	ADJ
crln-8562	71	8	reference	reference	NOUN
crln-8562	71	9	interview	interview	NOUN
crln-8562	71	10	should	should	AUX
crln-8562	71	11	be	be	AUX
crln-8562	71	12	avoided	avoid	VERB
crln-8562	71	13	as	as	ADV
crln-8562	71	14	well	well	ADV
crln-8562	71	15	.	.	PUNCT
crln-8562	72	1	often	often	ADV
crln-8562	72	2	the	the	DET
crln-8562	72	3	shopper	shopper	NOUN
crln-8562	72	4	will	will	AUX
crln-8562	72	5	not	not	PART
crln-8562	72	6	have	have	VERB
crln-8562	72	7	the	the	DET
crln-8562	72	8	time	time	NOUN
crln-8562	72	9	for	for	ADP
crln-8562	72	10	a	a	DET
crln-8562	72	11	personal	personal	ADJ
crln-8562	72	12	consult	consult	NOUN
crln-8562	72	13	,	,	PUNCT
crln-8562	72	14	or	or	CCONJ
crln-8562	72	15	will	will	AUX
crln-8562	72	16	not	not	PART
crln-8562	72	17	have	have	VERB
crln-8562	72	18	the	the	DET
crln-8562	72	19	background	background	NOUN
crln-8562	72	20	on	on	ADP
crln-8562	72	21	the	the	DET
crln-8562	72	22	topic	topic	NOUN
crln-8562	72	23	to	to	PART
crln-8562	72	24	fake	fake	VERB
crln-8562	72	25	it	it	PRON
crln-8562	72	26	for	for	ADP
crln-8562	72	27	long	long	ADV
crln-8562	72	28	.	.	PUNCT
crln-8562	73	1	at	at	ADP
crln-8562	73	2	radford	radford	PROPN
crln-8562	73	3	university	university	PROPN
crln-8562	73	4	,	,	PUNCT
crln-8562	73	5	we	we	PRON
crln-8562	73	6	worked	work	VERB
crln-8562	73	7	with	with	ADP
crln-8562	73	8	business	business	NOUN
crln-8562	73	9	majors	major	NOUN
crln-8562	73	10	.	.	PUNCT
crln-8562	74	1	we	we	PRON
crln-8562	74	2	had	have	VERB
crln-8562	74	3	the	the	DET
crln-8562	74	4	most	most	ADJ
crln-8562	74	5	success	success	NOUN
crln-8562	74	6	feeding	feed	VERB
crln-8562	74	7	them	they	PRON
crln-8562	74	8	questions	question	NOUN
crln-8562	74	9	like	like	ADP
crln-8562	74	10	“	"	PUNCT
crln-8562	74	11	can	can	AUX
crln-8562	74	12	you	you	PRON
crln-8562	74	13	help	help	VERB
crln-8562	74	14	me	i	PRON
crln-8562	74	15	find	find	VERB
crln-8562	74	16	an	an	DET
crln-8562	74	17	article	article	NOUN
crln-8562	74	18	about	about	ADP
crln-8562	74	19	outsourcing	outsource	VERB
crln-8562	74	20	factory	factory	NOUN
crln-8562	74	21	work	work	NOUN
crln-8562	74	22	to	to	ADP
crln-8562	74	23	asia	asia	PROPN
crln-8562	74	24	?	?	PUNCT
crln-8562	74	25	”	"	PUNCT
crln-8562	74	26	at	at	ADP
crln-8562	74	27	longwood	longwood	PROPN
crln-8562	74	28	university	university	PROPN
crln-8562	74	29	,	,	PUNCT
crln-8562	74	30	we	we	PRON
crln-8562	74	31	had	have	VERB
crln-8562	74	32	a	a	DET
crln-8562	74	33	variety	variety	NOUN
crln-8562	74	34	of	of	ADP
crln-8562	74	35	multi	multi	ADJ
crln-8562	74	36	-	-	ADJ
crln-8562	74	37	disciplinary	disciplinary	ADJ
crln-8562	74	38	questions	question	NOUN
crln-8562	74	39	designed	design	VERB
crln-8562	74	40	to	to	PART
crln-8562	74	41	elicit	elicit	VERB
crln-8562	74	42	the	the	DET
crln-8562	74	43	behavior	behavior	NOUN
crln-8562	74	44	being	be	AUX
crln-8562	74	45	evaluated	evaluate	VERB
crln-8562	74	46	and	and	CCONJ
crln-8562	74	47	determine	determine	VERB
crln-8562	74	48	if	if	SCONJ
crln-8562	74	49	the	the	DET
crln-8562	74	50	staff	staff	NOUN
crln-8562	74	51	person	person	NOUN
crln-8562	74	52	could	could	AUX
crln-8562	74	53	answer	answer	VERB
crln-8562	74	54	the	the	DET
crln-8562	74	55	question	question	NOUN
crln-8562	74	56	correctly	correctly	ADV
crln-8562	74	57	.	.	PUNCT
crln-8562	75	1	secret	secret	ADJ
crln-8562	75	2	#	#	SYM
crln-8562	75	3	5	5	NUM
crln-8562	75	4	:	:	PUNCT
crln-8562	75	5	set	set	VERB
crln-8562	75	6	your	your	PRON
crln-8562	75	7	shoppers	shopper	NOUN
crln-8562	75	8	up	up	ADP
crln-8562	75	9	for	for	ADP
crln-8562	75	10	success	success	NOUN
crln-8562	75	11	we	we	PRON
crln-8562	75	12	decided	decide	VERB
crln-8562	75	13	that	that	SCONJ
crln-8562	75	14	we	we	PRON
crln-8562	75	15	needed	need	VERB
crln-8562	75	16	to	to	PART
crln-8562	75	17	use	use	VERB
crln-8562	75	18	shoppers	shopper	NOUN
crln-8562	75	19	from	from	ADP
crln-8562	75	20	outside	outside	ADP
crln-8562	75	21	the	the	DET
crln-8562	75	22	library	library	NOUN
crln-8562	75	23	to	to	PART
crln-8562	75	24	maintain	maintain	VERB
crln-8562	75	25	objectivity	objectivity	NOUN
crln-8562	75	26	.	.	PUNCT
crln-8562	76	1	at	at	ADP
crln-8562	76	2	both	both	DET
crln-8562	76	3	universities	university	NOUN
crln-8562	76	4	,	,	PUNCT
crln-8562	76	5	we	we	PRON
crln-8562	76	6	worked	work	VERB
crln-8562	76	7	with	with	ADP
crln-8562	76	8	business	business	NOUN
crln-8562	76	9	faculty	faculty	NOUN
crln-8562	76	10	to	to	PART
crln-8562	76	11	use	use	VERB
crln-8562	76	12	their	their	PRON
crln-8562	76	13	students	student	NOUN
crln-8562	76	14	as	as	ADP
crln-8562	76	15	shoppers	shopper	NOUN
crln-8562	76	16	.	.	PUNCT
crln-8562	77	1	the	the	DET
crln-8562	77	2	faculty	faculty	NOUN
crln-8562	77	3	members	member	NOUN
crln-8562	77	4	graciously	graciously	ADV
crln-8562	77	5	gave	give	VERB
crln-8562	77	6	extra	extra	ADJ
crln-8562	77	7	-	-	ADJ
crln-8562	77	8	credit	credit	NOUN
crln-8562	77	9	or	or	CCONJ
crln-8562	77	10	participation	participation	NOUN
crln-8562	77	11	points	point	NOUN
crln-8562	77	12	to	to	ADP
crln-8562	77	13	students	student	NOUN
crln-8562	77	14	who	who	PRON
crln-8562	77	15	shopped	shop	VERB
crln-8562	77	16	us	we	PRON
crln-8562	77	17	.	.	PUNCT
crln-8562	78	1	although	although	SCONJ
crln-8562	78	2	professional	professional	ADJ
crln-8562	78	3	mystery	mystery	NOUN
crln-8562	78	4	shoppers	shopper	NOUN
crln-8562	78	5	could	could	AUX
crln-8562	78	6	be	be	AUX
crln-8562	78	7	hired	hire	VERB
crln-8562	78	8	,	,	PUNCT
crln-8562	78	9	we	we	PRON
crln-8562	78	10	were	be	AUX
crln-8562	78	11	satisfied	satisfied	ADJ
crln-8562	78	12	with	with	ADP
crln-8562	78	13	our	our	PRON
crln-8562	78	14	arrangement	arrangement	NOUN
crln-8562	78	15	.	.	PUNCT
crln-8562	79	1	the	the	DET
crln-8562	79	2	advantage	advantage	NOUN
crln-8562	79	3	with	with	ADP
crln-8562	79	4	using	use	VERB
crln-8562	79	5	on	on	ADP
crln-8562	79	6	-	-	PUNCT
crln-8562	79	7	campus	campus	NOUN
crln-8562	79	8	shoppers	shopper	NOUN
crln-8562	79	9	is	be	AUX
crln-8562	79	10	that	that	SCONJ
crln-8562	79	11	they	they	PRON
crln-8562	79	12	are	be	AUX
crln-8562	79	13	familiar	familiar	ADJ
crln-8562	79	14	with	with	ADP
crln-8562	79	15	the	the	DET
crln-8562	79	16	academic	academic	ADJ
crln-8562	79	17	environment	environment	NOUN
crln-8562	79	18	and	and	CCONJ
crln-8562	79	19	their	their	PRON
crln-8562	79	20	expectations	expectation	NOUN
crln-8562	79	21	may	may	AUX
crln-8562	79	22	be	be	AUX
crln-8562	79	23	more	more	ADV
crln-8562	79	24	in	in	ADP
crln-8562	79	25	line	line	NOUN
crln-8562	79	26	with	with	ADP
crln-8562	79	27	our	our	PRON
crln-8562	79	28	average	average	ADJ
crln-8562	79	29	user	user	NOUN
crln-8562	79	30	than	than	ADP
crln-8562	79	31	an	an	DET
crln-8562	79	32	outside	outside	ADJ
crln-8562	79	33	shoppers	shopper	NOUN
crln-8562	79	34	might	might	AUX
crln-8562	79	35	be	be	AUX
crln-8562	79	36	.	.	PUNCT
crln-8562	80	1	we	we	PRON
crln-8562	80	2	presented	present	VERB
crln-8562	80	3	the	the	DET
crln-8562	80	4	project	project	NOUN
crln-8562	80	5	to	to	ADP
crln-8562	80	6	the	the	DET
crln-8562	80	7	student	student	NOUN
crln-8562	80	8	shoppers	shopper	NOUN
crln-8562	80	9	in	in	ADP
crln-8562	80	10	their	their	PRON
crln-8562	80	11	classes	class	NOUN
crln-8562	80	12	and	and	CCONJ
crln-8562	80	13	described	describe	VERB
crln-8562	80	14	mystery	mystery	NOUN
crln-8562	80	15	shopping	shopping	NOUN
crln-8562	80	16	in	in	ADP
crln-8562	80	17	general	general	ADJ
crln-8562	80	18	and	and	CCONJ
crln-8562	80	19	the	the	DET
crln-8562	80	20	specifics	specific	NOUN
crln-8562	80	21	of	of	ADP
crln-8562	80	22	our	our	PRON
crln-8562	80	23	plans	plan	NOUN
crln-8562	80	24	.	.	PUNCT
crln-8562	81	1	even	even	ADV
crln-8562	81	2	after	after	ADP
crln-8562	81	3	sharing	share	VERB
crln-8562	81	4	these	these	DET
crln-8562	81	5	details	detail	NOUN
crln-8562	81	6	,	,	PUNCT
crln-8562	81	7	we	we	PRON
crln-8562	81	8	had	have	VERB
crln-8562	81	9	to	to	PART
crln-8562	81	10	emphasize	emphasize	VERB
crln-8562	81	11	to	to	ADP
crln-8562	81	12	the	the	DET
crln-8562	81	13	students	student	NOUN
crln-8562	81	14	that	that	PRON
crln-8562	81	15	the	the	DET
crln-8562	81	16	point	point	NOUN
crln-8562	81	17	was	be	AUX
crln-8562	81	18	to	to	PART
crln-8562	81	19	evaluate	evaluate	VERB
crln-8562	81	20	the	the	DET
crln-8562	81	21	service	service	NOUN
crln-8562	81	22	,	,	PUNCT
crln-8562	81	23	not	not	PART
crln-8562	81	24	to	to	PART
crln-8562	81	25	test	test	VERB
crln-8562	81	26	the	the	DET
crln-8562	81	27	students	student	NOUN
crln-8562	81	28	’	'	PUNCT
crln-8562	81	29	library	library	ADJ
crln-8562	81	30	knowledge	knowledge	NOUN
crln-8562	81	31	.	.	PUNCT
crln-8562	82	1	some	some	DET
crln-8562	82	2	students	student	NOUN
crln-8562	82	3	expressed	express	VERB
crln-8562	82	4	discomfort	discomfort	NOUN
crln-8562	82	5	at	at	ADP
crln-8562	82	6	approaching	approach	VERB
crln-8562	82	7	the	the	DET
crln-8562	82	8	reference	reference	NOUN
crln-8562	82	9	desk	desk	NOUN
crln-8562	82	10	with	with	ADP
crln-8562	82	11	a	a	DET
crln-8562	82	12	simple	simple	ADJ
crln-8562	82	13	“	"	PUNCT
crln-8562	82	14	do	do	AUX
crln-8562	82	15	you	you	PRON
crln-8562	82	16	have	have	VERB
crln-8562	82	17	this	this	DET
crln-8562	82	18	book	book	NOUN
crln-8562	82	19	”	"	PUNCT
crln-8562	82	20	question	question	NOUN
crln-8562	82	21	,	,	PUNCT
crln-8562	82	22	explaining	explain	VERB
crln-8562	82	23	that	that	SCONJ
crln-8562	82	24	they	they	PRON
crln-8562	82	25	knew	know	VERB
crln-8562	82	26	how	how	SCONJ
crln-8562	82	27	to	to	PART
crln-8562	82	28	use	use	VERB
crln-8562	82	29	the	the	DET
crln-8562	82	30	catalog	catalog	NOUN
crln-8562	82	31	.	.	PUNCT
crln-8562	83	1	role	role	NOUN
crln-8562	83	2	playing	play	VERB
crln-8562	83	3	a	a	DET
crln-8562	83	4	mystery	mystery	NOUN
crln-8562	83	5	shopping	shopping	NOUN
crln-8562	83	6	occurrence	occurrence	NOUN
crln-8562	83	7	helped	help	VERB
crln-8562	83	8	them	they	PRON
crln-8562	83	9	better	well	ADV
crln-8562	83	10	understand	understand	VERB
crln-8562	83	11	their	their	PRON
crln-8562	83	12	function	function	NOUN
crln-8562	83	13	,	,	PUNCT
crln-8562	83	14	as	as	ADV
crln-8562	83	15	well	well	ADV
crln-8562	83	16	as	as	ADP
crln-8562	83	17	teaching	teach	VERB
crln-8562	83	18	them	they	PRON
crln-8562	83	19	appropriate	appropriate	ADJ
crln-8562	83	20	shopper	shopper	NOUN
crln-8562	83	21	behavior	behavior	NOUN
crln-8562	83	22	.	.	PUNCT
crln-8562	84	1	as	as	SCONJ
crln-8562	84	2	we	we	PRON
crln-8562	84	3	continued	continue	VERB
crln-8562	84	4	with	with	ADP
crln-8562	84	5	our	our	PRON
crln-8562	84	6	mystery	mystery	NOUN
crln-8562	84	7	shopping	shopping	NOUN
crln-8562	84	8	exercises	exercise	NOUN
crln-8562	84	9	,	,	PUNCT
crln-8562	84	10	we	we	PRON
crln-8562	84	11	were	be	AUX
crln-8562	84	12	able	able	ADJ
crln-8562	84	13	to	to	PART
crln-8562	84	14	also	also	ADV
crln-8562	84	15	share	share	VERB
crln-8562	84	16	some	some	DET
crln-8562	84	17	changes	change	NOUN
crln-8562	84	18	in	in	ADP
crln-8562	84	19	the	the	DET
crln-8562	84	20	libraries	library	NOUN
crln-8562	84	21	that	that	PRON
crln-8562	84	22	had	have	AUX
crln-8562	84	23	come	come	VERB
crln-8562	84	24	about	about	ADP
crln-8562	84	25	because	because	SCONJ
crln-8562	84	26	of	of	ADP
crln-8562	84	27	past	past	ADJ
crln-8562	84	28	results	result	NOUN
crln-8562	84	29	.	.	PUNCT
crln-8562	85	1	these	these	DET
crln-8562	85	2	examples	example	NOUN
crln-8562	85	3	often	often	ADV
crln-8562	85	4	made	make	VERB
crln-8562	85	5	the	the	DET
crln-8562	85	6	project	project	NOUN
crln-8562	85	7	‘	'	PUNCT
crln-8562	85	8	real	real	ADJ
crln-8562	85	9	’	'	PUNCT
crln-8562	85	10	to	to	ADP
crln-8562	85	11	the	the	DET
crln-8562	85	12	students	student	NOUN
crln-8562	85	13	and	and	CCONJ
crln-8562	85	14	increased	increase	VERB
crln-8562	85	15	how	how	SCONJ
crln-8562	85	16	seriously	seriously	ADV
crln-8562	85	17	they	they	PRON
crln-8562	85	18	took	take	VERB
crln-8562	85	19	their	their	PRON
crln-8562	85	20	roles	role	NOUN
crln-8562	85	21	.	.	PUNCT
crln-8562	86	1	we	we	PRON
crln-8562	86	2	reviewed	review	VERB
crln-8562	86	3	the	the	DET
crln-8562	86	4	mystery	mystery	NOUN
crln-8562	86	5	shopping	shopping	NOUN
crln-8562	86	6	instrument	instrument	NOUN
crln-8562	86	7	the	the	DET
crln-8562	86	8	students	student	NOUN
crln-8562	86	9	would	would	AUX
crln-8562	86	10	use	use	VERB
crln-8562	86	11	,	,	PUNCT
crln-8562	86	12	reminded	remind	VERB
crln-8562	86	13	them	they	PRON
crln-8562	86	14	not	not	PART
crln-8562	86	15	to	to	PART
crln-8562	86	16	bring	bring	VERB
crln-8562	86	17	it	it	PRON
crln-8562	86	18	to	to	ADP
crln-8562	86	19	the	the	DET
crln-8562	86	20	desk	desk	NOUN
crln-8562	86	21	when	when	SCONJ
crln-8562	86	22	conducting	conduct	VERB
crln-8562	86	23	their	their	PRON
crln-8562	86	24	shop	shop	NOUN
crln-8562	86	25	,	,	PUNCT
crln-8562	86	26	and	and	CCONJ
crln-8562	86	27	clarified	clarify	VERB
crln-8562	86	28	the	the	DET
crln-8562	86	29	procedure	procedure	NOUN
crln-8562	86	30	for	for	ADP
crln-8562	86	31	returning	return	VERB
crln-8562	86	32	the	the	DET
crln-8562	86	33	completed	complete	VERB
crln-8562	86	34	instrument	instrument	NOUN
crln-8562	86	35	.	.	PUNCT
crln-8562	87	1	at	at	ADP
crln-8562	87	2	radford	radford	PROPN
crln-8562	87	3	university	university	PROPN
crln-8562	87	4	,	,	PUNCT
crln-8562	87	5	we	we	PRON
crln-8562	87	6	eventually	eventually	ADV
crln-8562	87	7	moved	move	VERB
crln-8562	87	8	to	to	ADP
crln-8562	87	9	an	an	DET
crln-8562	87	10	online	online	ADJ
crln-8562	87	11	form	form	NOUN
crln-8562	87	12	,	,	PUNCT
crln-8562	87	13	which	which	PRON
crln-8562	87	14	simplified	simplify	VERB
crln-8562	87	15	the	the	DET
crln-8562	87	16	process	process	NOUN
crln-8562	87	17	greatly	greatly	ADV
crln-8562	87	18	.	.	PUNCT
crln-8562	88	1	to	to	PART
crln-8562	88	2	make	make	VERB
crln-8562	88	3	sure	sure	ADJ
crln-8562	88	4	the	the	DET
crln-8562	88	5	same	same	ADJ
crln-8562	88	6	librarian	librarian	NOUN
crln-8562	88	7	was	be	AUX
crln-8562	88	8	n’t	not	PART
crln-8562	88	9	shopped	shop	VERB
crln-8562	88	10	repeatedly	repeatedly	ADV
crln-8562	88	11	,	,	PUNCT
crln-8562	88	12	we	we	PRON
crln-8562	88	13	scheduled	schedule	VERB
crln-8562	88	14	our	our	PRON
crln-8562	88	15	shoppers	shopper	NOUN
crln-8562	88	16	.	.	PUNCT
crln-8562	89	1	at	at	ADP
crln-8562	89	2	longwood	longwood	NOUN
crln-8562	89	3	,	,	PUNCT
crln-8562	89	4	we	we	PRON
crln-8562	89	5	provided	provide	VERB
crln-8562	89	6	staff	staff	NOUN
crln-8562	89	7	pictures	picture	NOUN
crln-8562	89	8	to	to	ADP
crln-8562	89	9	our	our	PRON
crln-8562	89	10	shoppers	shopper	NOUN
crln-8562	89	11	that	that	PRON
crln-8562	89	12	were	be	AUX
crln-8562	89	13	to	to	PART
crln-8562	89	14	help	help	VERB
crln-8562	89	15	them	they	PRON
crln-8562	89	16	identify	identify	VERB
crln-8562	89	17	whom	whom	PRON
crln-8562	89	18	they	they	PRON
crln-8562	89	19	were	be	AUX
crln-8562	89	20	to	to	ADP
crln-8562	89	21	shop	shop	NOUN
crln-8562	89	22	.	.	PUNCT
crln-8562	90	1	this	this	PRON
crln-8562	90	2	greatly	greatly	ADV
crln-8562	90	3	helped	help	VERB
crln-8562	90	4	ensure	ensure	VERB
crln-8562	90	5	accuracy	accuracy	NOUN
crln-8562	90	6	of	of	ADP
crln-8562	90	7	who	who	PRON
crln-8562	90	8	was	be	AUX
crln-8562	90	9	shopped	shop	VERB
crln-8562	90	10	.	.	PUNCT
crln-8562	91	1	secret	secret	ADJ
crln-8562	91	2	#	#	SYM
crln-8562	91	3	6	6	NUM
crln-8562	91	4	:	:	PUNCT
crln-8562	91	5	share	share	VERB
crln-8562	91	6	the	the	DET
crln-8562	91	7	findings	finding	NOUN
crln-8562	91	8	at	at	ADP
crln-8562	91	9	both	both	DET
crln-8562	91	10	libraries	library	NOUN
crln-8562	91	11	,	,	PUNCT
crln-8562	91	12	librarians	librarian	NOUN
crln-8562	91	13	who	who	PRON
crln-8562	91	14	did	do	AUX
crln-8562	91	15	not	not	PART
crln-8562	91	16	staff	staff	VERB
crln-8562	91	17	the	the	DET
crln-8562	91	18	reference	reference	NOUN
crln-8562	91	19	or	or	CCONJ
crln-8562	91	20	front	front	ADJ
crln-8562	91	21	desks	desk	NOUN
crln-8562	91	22	during	during	ADP
crln-8562	91	23	the	the	DET
crln-8562	91	24	mystery	mystery	NOUN
crln-8562	91	25	shopping	shopping	NOUN
crln-8562	91	26	study	study	NOUN
crln-8562	91	27	were	be	AUX
crln-8562	91	28	given	give	VERB
crln-8562	91	29	the	the	DET
crln-8562	91	30	raw	raw	ADJ
crln-8562	91	31	data	datum	NOUN
crln-8562	91	32	.	.	PUNCT
crln-8562	92	1	since	since	SCONJ
crln-8562	92	2	radford	radford	PROPN
crln-8562	92	3	university	university	PROPN
crln-8562	92	4	was	be	AUX
crln-8562	92	5	using	use	VERB
crln-8562	92	6	an	an	DET
crln-8562	92	7	online	online	ADJ
crln-8562	92	8	survey	survey	NOUN
crln-8562	92	9	tool	tool	NOUN
crln-8562	92	10	that	that	PRON
crln-8562	92	11	aggregated	aggregate	VERB
crln-8562	92	12	the	the	DET
crln-8562	92	13	shoppers	shopper	NOUN
crln-8562	92	14	’	'	PUNCT
crln-8562	92	15	data	datum	NOUN
crln-8562	92	16	,	,	PUNCT
crln-8562	92	17	the	the	DET
crln-8562	92	18	radford	radford	PROPN
crln-8562	92	19	university	university	PROPN
crln-8562	92	20	author	author	NOUN
crln-8562	92	21	focused	focus	VERB
crln-8562	92	22	on	on	ADP
crln-8562	92	23	eliminating	eliminate	VERB
crln-8562	92	24	identifying	identify	VERB
crln-8562	92	25	details	detail	NOUN
crln-8562	92	26	from	from	ADP
crln-8562	92	27	the	the	DET
crln-8562	92	28	free	free	ADJ
crln-8562	92	29	comments	comment	NOUN
crln-8562	92	30	section	section	NOUN
crln-8562	92	31	.	.	PUNCT
crln-8562	93	1	final	final	ADJ
crln-8562	93	2	reports	report	NOUN
crln-8562	93	3	,	,	PUNCT
crln-8562	93	4	assessing	assess	VERB
crln-8562	93	5	overall	overall	ADV
crln-8562	93	6	the	the	DET
crln-8562	93	7	service	service	NOUN
crln-8562	93	8	provided	provide	VERB
crln-8562	93	9	,	,	PUNCT
crln-8562	93	10	were	be	AUX
crln-8562	93	11	given	give	VERB
crln-8562	93	12	to	to	ADP
crln-8562	93	13	the	the	DET
crln-8562	93	14	desk	desk	NOUN
crln-8562	93	15	supervisors	supervisor	NOUN
crln-8562	93	16	.	.	PUNCT
crln-8562	94	1	the	the	DET
crln-8562	94	2	supervi(continues	supervi(continue	NOUN
crln-8562	94	3	on	on	ADP
crln-8562	94	4	page	page	NOUN
crln-8562	94	5	287	287	NUM
crln-8562	94	6	)	)	PUNCT
crln-8562	94	7	may	may	AUX
crln-8562	94	8	2011	2011	NUM
crln-8562	94	9	287	287	NUM
crln-8562	94	10	c&rl	c&rl	PROPN
crln-8562	94	11	news	news	NOUN
crln-8562	94	12	embargo	embargo	NOUN
crln-8562	94	13	after	after	ADP
crln-8562	94	14	print	print	NOUN
crln-8562	94	15	publication	publication	NOUN
crln-8562	94	16	;	;	PUNCT
crln-8562	94	17	for	for	ADP
crln-8562	94	18	many	many	ADJ
crln-8562	94	19	presses	press	NOUN
crln-8562	94	20	,	,	PUNCT
crln-8562	94	21	this	this	PRON
crln-8562	94	22	will	will	AUX
crln-8562	94	23	be	be	AUX
crln-8562	94	24	their	their	PRON
crln-8562	94	25	first	first	ADJ
crln-8562	94	26	experience	experience	NOUN
crln-8562	94	27	with	with	ADP
crln-8562	94	28	simultaneous	simultaneous	ADJ
crln-8562	94	29	release	release	NOUN
crln-8562	94	30	.	.	PUNCT
crln-8562	95	1	other	other	ADJ
crln-8562	95	2	university	university	NOUN
crln-8562	95	3	press	press	NOUN
crln-8562	95	4	collections	collection	NOUN
crln-8562	95	5	are	be	AUX
crln-8562	95	6	underway	underway	ADJ
crln-8562	95	7	also	also	ADV
crln-8562	95	8	,	,	PUNCT
crln-8562	95	9	such	such	ADJ
crln-8562	95	10	as	as	ADP
crln-8562	95	11	those	those	PRON
crln-8562	95	12	respectively	respectively	ADV
crln-8562	95	13	of	of	ADP
crln-8562	95	14	cambridge	cambridge	PROPN
crln-8562	95	15	and	and	CCONJ
crln-8562	95	16	oxford	oxford	PROPN
crln-8562	95	17	university	university	NOUN
crln-8562	95	18	presses	press	NOUN
crln-8562	95	19	.	.	PUNCT
crln-8562	96	1	the	the	DET
crln-8562	96	2	report	report	NOUN
crln-8562	96	3	was	be	AUX
crln-8562	96	4	posted	post	VERB
crln-8562	96	5	in	in	ADP
crln-8562	96	6	a	a	DET
crln-8562	96	7	mediacommons	mediacommon	NOUN
crln-8562	96	8	edition	edition	NOUN
crln-8562	96	9	(	(	PUNCT
crln-8562	96	10	an	an	DET
crln-8562	96	11	aaup	aaup	PROPN
crln-8562	96	12	first)2	first)2	NOUN
crln-8562	96	13	and	and	CCONJ
crln-8562	96	14	has	have	AUX
crln-8562	96	15	provoked	provoke	VERB
crln-8562	96	16	some	some	DET
crln-8562	96	17	lively	lively	ADJ
crln-8562	96	18	response	response	NOUN
crln-8562	96	19	from	from	ADP
crln-8562	96	20	librarians	librarian	NOUN
crln-8562	96	21	,	,	PUNCT
crln-8562	96	22	university	university	NOUN
crln-8562	96	23	administrators	administrator	NOUN
crln-8562	96	24	,	,	PUNCT
crln-8562	96	25	and	and	CCONJ
crln-8562	96	26	university	university	NOUN
crln-8562	96	27	press	press	NOUN
crln-8562	96	28	staff	staff	NOUN
crln-8562	96	29	.	.	PUNCT
crln-8562	97	1	some	some	DET
crln-8562	97	2	comments	comment	NOUN
crln-8562	97	3	add	add	VERB
crln-8562	97	4	new	new	ADJ
crln-8562	97	5	ideas	idea	NOUN
crln-8562	97	6	or	or	CCONJ
crln-8562	97	7	examples	example	NOUN
crln-8562	97	8	or	or	CCONJ
crln-8562	97	9	expand	expand	VERB
crln-8562	97	10	on	on	ADP
crln-8562	97	11	the	the	DET
crln-8562	97	12	complexity	complexity	NOUN
crln-8562	97	13	of	of	ADP
crln-8562	97	14	the	the	DET
crln-8562	97	15	issues	issue	NOUN
crln-8562	97	16	discussed	discuss	VERB
crln-8562	97	17	.	.	PUNCT
crln-8562	98	1	others	other	NOUN
crln-8562	98	2	reveal	reveal	VERB
crln-8562	98	3	significant	significant	ADJ
crln-8562	98	4	skepticism	skepticism	NOUN
crln-8562	98	5	about	about	ADP
crln-8562	98	6	the	the	DET
crln-8562	98	7	capacity	capacity	NOUN
crln-8562	98	8	of	of	ADP
crln-8562	98	9	university	university	NOUN
crln-8562	98	10	presses	press	NOUN
crln-8562	98	11	to	to	PART
crln-8562	98	12	embrace	embrace	VERB
crln-8562	98	13	fully	fully	ADV
crln-8562	98	14	a	a	PRON
crln-8562	98	15	more	more	ADV
crln-8562	98	16	open	open	ADJ
crln-8562	98	17	and	and	CCONJ
crln-8562	98	18	formatunbounded	formatunbounde	VERB
crln-8562	98	19	future	future	NOUN
crln-8562	98	20	.	.	PUNCT
crln-8562	99	1	in	in	ADP
crln-8562	99	2	my	my	PRON
crln-8562	99	3	personal	personal	ADJ
crln-8562	99	4	view	view	NOUN
crln-8562	99	5	,	,	PUNCT
crln-8562	99	6	this	this	DET
crln-8562	99	7	open	open	ADJ
crln-8562	99	8	exchange	exchange	NOUN
crln-8562	99	9	feels	feel	VERB
crln-8562	99	10	like	like	ADP
crln-8562	99	11	an	an	DET
crln-8562	99	12	exciting	exciting	ADJ
crln-8562	99	13	step	step	NOUN
crln-8562	99	14	forward	forward	ADV
crln-8562	99	15	into	into	ADP
crln-8562	99	16	the	the	DET
crln-8562	99	17	healthy	healthy	ADJ
crln-8562	99	18	dialogue	dialogue	NOUN
crln-8562	99	19	that	that	PRON
crln-8562	99	20	we	we	PRON
crln-8562	99	21	have	have	AUX
crln-8562	99	22	long	long	ADV
crln-8562	99	23	desired	desire	VERB
crln-8562	99	24	.	.	PUNCT
crln-8562	100	1	university	university	NOUN
crln-8562	100	2	presses	press	NOUN
crln-8562	100	3	share	share	VERB
crln-8562	100	4	so	so	ADV
crln-8562	100	5	much	much	ADJ
crln-8562	100	6	common	common	ADJ
crln-8562	100	7	ground	ground	NOUN
crln-8562	100	8	with	with	ADP
crln-8562	100	9	academic	academic	ADJ
crln-8562	100	10	libraries	library	NOUN
crln-8562	100	11	.	.	PUNCT
crln-8562	101	1	this	this	PRON
crln-8562	101	2	includes	include	VERB
crln-8562	101	3	supporting	support	VERB
crln-8562	101	4	faculty	faculty	NOUN
crln-8562	101	5	research	research	NOUN
crln-8562	101	6	,	,	PUNCT
crln-8562	101	7	writing	writing	NOUN
crln-8562	101	8	,	,	PUNCT
crln-8562	101	9	and	and	CCONJ
crln-8562	101	10	teaching	teaching	NOUN
crln-8562	101	11	,	,	PUNCT
crln-8562	101	12	and	and	CCONJ
crln-8562	101	13	valuing	value	VERB
crln-8562	101	14	the	the	DET
crln-8562	101	15	quality	quality	NOUN
crln-8562	101	16	,	,	PUNCT
crln-8562	101	17	accessibility	accessibility	NOUN
crln-8562	101	18	,	,	PUNCT
crln-8562	101	19	and	and	CCONJ
crln-8562	101	20	usefulness	usefulness	NOUN
crln-8562	101	21	of	of	ADP
crln-8562	101	22	published	publish	VERB
crln-8562	101	23	work	work	NOUN
crln-8562	101	24	.	.	PUNCT
crln-8562	102	1	it	it	PRON
crln-8562	102	2	is	be	AUX
crln-8562	102	3	only	only	ADV
crln-8562	102	4	natural	natural	ADJ
crln-8562	102	5	that	that	SCONJ
crln-8562	102	6	today	today	NOUN
crln-8562	102	7	’s	’s	PART
crln-8562	102	8	engagement	engagement	NOUN
crln-8562	102	9	of	of	ADP
crln-8562	102	10	both	both	DET
crln-8562	102	11	presses	press	NOUN
crln-8562	102	12	and	and	CCONJ
crln-8562	102	13	libraries	library	NOUN
crln-8562	102	14	with	with	ADP
crln-8562	102	15	new	new	ADJ
crln-8562	102	16	technologies	technology	NOUN
crln-8562	102	17	and	and	CCONJ
crln-8562	102	18	new	new	ADJ
crln-8562	102	19	methods	method	NOUN
crln-8562	102	20	of	of	ADP
crln-8562	102	21	dissemination	dissemination	NOUN
crln-8562	102	22	is	be	AUX
crln-8562	102	23	informed	inform	VERB
crln-8562	102	24	by	by	ADP
crln-8562	102	25	our	our	PRON
crln-8562	102	26	respective	respective	ADJ
crln-8562	102	27	legacy	legacy	NOUN
crln-8562	102	28	business	business	NOUN
crln-8562	102	29	models	model	NOUN
crln-8562	102	30	(	(	PUNCT
crln-8562	102	31	which	which	PRON
crln-8562	102	32	are	be	AUX
crln-8562	102	33	strikingly	strikingly	ADV
crln-8562	102	34	different	different	ADJ
crln-8562	102	35	)	)	PUNCT
crln-8562	102	36	.	.	PUNCT
crln-8562	103	1	these	these	DET
crln-8562	103	2	different	different	ADJ
crln-8562	103	3	perspectives	perspective	NOUN
crln-8562	103	4	are	be	AUX
crln-8562	103	5	exciting	exciting	ADJ
crln-8562	103	6	because	because	SCONJ
crln-8562	103	7	of	of	ADP
crln-8562	103	8	how	how	SCONJ
crln-8562	103	9	much	much	ADJ
crln-8562	103	10	we	we	PRON
crln-8562	103	11	can	can	AUX
crln-8562	103	12	learn	learn	VERB
crln-8562	103	13	from	from	ADP
crln-8562	103	14	each	each	DET
crln-8562	103	15	other	other	ADJ
crln-8562	103	16	and	and	CCONJ
crln-8562	103	17	accomplish	accomplish	VERB
crln-8562	103	18	together	together	ADV
crln-8562	103	19	.	.	PUNCT
crln-8562	104	1	i	i	PRON
crln-8562	104	2	hope	hope	VERB
crln-8562	104	3	that	that	SCONJ
crln-8562	104	4	you	you	PRON
crln-8562	104	5	will	will	AUX
crln-8562	104	6	find	find	VERB
crln-8562	104	7	the	the	DET
crln-8562	104	8	aaup	aaup	PROPN
crln-8562	104	9	taskforce	taskforce	NOUN
crln-8562	104	10	report	report	NOUN
crln-8562	104	11	helpful	helpful	ADJ
crln-8562	104	12	as	as	ADP
crln-8562	104	13	one	one	NUM
crln-8562	104	14	small	small	ADJ
crln-8562	104	15	step	step	NOUN
crln-8562	104	16	in	in	ADP
crln-8562	104	17	advancing	advance	VERB
crln-8562	104	18	the	the	DET
crln-8562	104	19	conversation	conversation	NOUN
crln-8562	104	20	.	.	PUNCT
crln-8562	105	1	notes	note	NOUN
crln-8562	105	2	1	1	NUM
crln-8562	105	3	.	.	PUNCT
crln-8562	106	1	“	"	PUNCT
crln-8562	106	2	sustaining	sustain	VERB
crln-8562	106	3	scholarly	scholarly	ADJ
crln-8562	106	4	publishing	publishing	NOUN
crln-8562	106	5	:	:	PUNCT
crln-8562	106	6	new	new	ADJ
crln-8562	106	7	business	business	NOUN
crln-8562	106	8	models	model	NOUN
crln-8562	106	9	for	for	ADP
crln-8562	106	10	university	university	NOUN
crln-8562	106	11	presses	press	NOUN
crln-8562	106	12	,	,	PUNCT
crln-8562	106	13	”	"	PUNCT
crln-8562	106	14	www.aaupnet.org/resources/reports	www.aaupnet.org/resources/report	VERB
crln-8562	106	15	/business_models	/business_model	NOUN
crln-8562	106	16	/	/	SYM
crln-8562	106	17	index.html	index.html	PROPN
crln-8562	106	18	.	.	PUNCT
crln-8562	107	1	2	2	X
crln-8562	107	2	.	.	X
crln-8562	107	3	mediacommons.futureofthebook.org	mediacommons.futureofthebook.org	ADJ
crln-8562	107	4	/mcpress	/mcpress	SYM
crln-8562	107	5	/	/	SYM
crln-8562	107	6	sustaining	sustaining	NOUN
crln-8562	107	7	.	.	PUNCT
crln-8562	108	1	sors	sor	NOUN
crln-8562	108	2	then	then	ADV
crln-8562	108	3	met	meet	VERB
crln-8562	108	4	with	with	ADP
crln-8562	108	5	the	the	DET
crln-8562	108	6	staff	staff	NOUN
crln-8562	108	7	to	to	PART
crln-8562	108	8	review	review	VERB
crln-8562	108	9	the	the	DET
crln-8562	108	10	results	result	NOUN
crln-8562	108	11	.	.	PUNCT
crln-8562	109	1	successes	success	NOUN
crln-8562	109	2	were	be	AUX
crln-8562	109	3	celebrated	celebrate	VERB
crln-8562	109	4	and	and	CCONJ
crln-8562	109	5	areas	area	NOUN
crln-8562	109	6	for	for	ADP
crln-8562	109	7	improvement	improvement	NOUN
crln-8562	109	8	were	be	AUX
crln-8562	109	9	identified	identify	VERB
crln-8562	109	10	.	.	PUNCT
crln-8562	110	1	at	at	ADP
crln-8562	110	2	longwood	longwood	PROPN
crln-8562	110	3	university	university	PROPN
crln-8562	110	4	,	,	PUNCT
crln-8562	110	5	the	the	DET
crln-8562	110	6	desk	desk	NOUN
crln-8562	110	7	supervisor	supervisor	NOUN
crln-8562	110	8	decided	decide	VERB
crln-8562	110	9	to	to	PART
crln-8562	110	10	use	use	VERB
crln-8562	110	11	the	the	DET
crln-8562	110	12	mystery	mystery	NOUN
crln-8562	110	13	shopping	shopping	NOUN
crln-8562	110	14	reports	report	NOUN
crln-8562	110	15	as	as	ADP
crln-8562	110	16	part	part	NOUN
crln-8562	110	17	of	of	ADP
crln-8562	110	18	the	the	DET
crln-8562	110	19	staff	staff	NOUN
crln-8562	110	20	evaluation	evaluation	NOUN
crln-8562	110	21	process	process	NOUN
crln-8562	110	22	.	.	PUNCT
crln-8562	111	1	such	such	DET
crln-8562	111	2	a	a	DET
crln-8562	111	3	move	move	NOUN
crln-8562	111	4	entailed	entailed	ADJ
crln-8562	111	5	adjusting	adjust	VERB
crln-8562	111	6	the	the	DET
crln-8562	111	7	staff	staff	NOUN
crln-8562	111	8	member	member	NOUN
crln-8562	111	9	’s	’s	PART
crln-8562	111	10	work	work	NOUN
crln-8562	111	11	description	description	NOUN
crln-8562	111	12	to	to	PART
crln-8562	111	13	include	include	VERB
crln-8562	111	14	customer	customer	NOUN
crln-8562	111	15	service	service	NOUN
crln-8562	111	16	as	as	ADP
crln-8562	111	17	a	a	DET
crln-8562	111	18	responsibility	responsibility	NOUN
crln-8562	111	19	and	and	CCONJ
crln-8562	111	20	mystery	mystery	NOUN
crln-8562	111	21	shopping	shopping	NOUN
crln-8562	111	22	as	as	ADP
crln-8562	111	23	a	a	DET
crln-8562	111	24	measure	measure	NOUN
crln-8562	111	25	of	of	ADP
crln-8562	111	26	progress	progress	NOUN
crln-8562	111	27	.	.	PUNCT
crln-8562	112	1	conclusion	conclusion	NOUN
crln-8562	112	2	based	base	VERB
crln-8562	112	3	on	on	ADP
crln-8562	112	4	our	our	PRON
crln-8562	112	5	studies	study	NOUN
crln-8562	112	6	,	,	PUNCT
crln-8562	112	7	we	we	PRON
crln-8562	112	8	conclude	conclude	VERB
crln-8562	112	9	that	that	SCONJ
crln-8562	112	10	mystery	mystery	NOUN
crln-8562	112	11	shopping	shopping	NOUN
crln-8562	112	12	is	be	AUX
crln-8562	112	13	an	an	DET
crln-8562	112	14	accurate	accurate	ADJ
crln-8562	112	15	and	and	CCONJ
crln-8562	112	16	efficient	efficient	ADJ
crln-8562	112	17	method	method	NOUN
crln-8562	112	18	to	to	PART
crln-8562	112	19	measure	measure	VERB
crln-8562	112	20	existing	exist	VERB
crln-8562	112	21	service	service	NOUN
crln-8562	112	22	at	at	ADP
crln-8562	112	23	library	library	PROPN
crln-8562	112	24	service	service	NOUN
crln-8562	112	25	points	point	NOUN
crln-8562	112	26	.	.	PUNCT
crln-8562	113	1	used	use	VERB
crln-8562	113	2	iteratively	iteratively	ADV
crln-8562	113	3	,	,	PUNCT
crln-8562	113	4	it	it	PRON
crln-8562	113	5	provides	provide	VERB
crln-8562	113	6	cyclical	cyclical	ADJ
crln-8562	113	7	feedback	feedback	NOUN
crln-8562	113	8	as	as	ADP
crln-8562	113	9	one	one	NUM
crln-8562	113	10	pinpoints	pinpoint	NOUN
crln-8562	113	11	areas	area	NOUN
crln-8562	113	12	for	for	ADP
crln-8562	113	13	improvement	improvement	NOUN
crln-8562	113	14	,	,	PUNCT
crln-8562	113	15	provides	provide	VERB
crln-8562	113	16	training	training	NOUN
crln-8562	113	17	,	,	PUNCT
crln-8562	113	18	repeats	repeat	VERB
crln-8562	113	19	the	the	DET
crln-8562	113	20	mystery	mystery	NOUN
crln-8562	113	21	shopping	shopping	NOUN
crln-8562	113	22	process	process	NOUN
crln-8562	113	23	,	,	PUNCT
crln-8562	113	24	and	and	CCONJ
crln-8562	113	25	determines	determine	VERB
crln-8562	113	26	if	if	SCONJ
crln-8562	113	27	shoppers	shopper	NOUN
crln-8562	113	28	report	report	VERB
crln-8562	113	29	staff	staff	NOUN
crln-8562	113	30	behaviors	behavior	NOUN
crln-8562	113	31	that	that	PRON
crln-8562	113	32	meet	meet	VERB
crln-8562	113	33	established	establish	VERB
crln-8562	113	34	expectations	expectation	NOUN
crln-8562	113	35	.	.	PUNCT
crln-8562	114	1	mystery	mystery	NOUN
crln-8562	114	2	shopping	shopping	NOUN
crln-8562	114	3	is	be	AUX
crln-8562	114	4	not	not	PART
crln-8562	114	5	productive	productive	ADJ
crln-8562	114	6	as	as	ADP
crln-8562	114	7	a	a	DET
crln-8562	114	8	mechanism	mechanism	NOUN
crln-8562	114	9	to	to	PART
crln-8562	114	10	“	"	PUNCT
crln-8562	114	11	spy	spy	VERB
crln-8562	114	12	on	on	ADP
crln-8562	114	13	”	"	PUNCT
crln-8562	114	14	or	or	CCONJ
crln-8562	114	15	“	"	PUNCT
crln-8562	114	16	catch	catch	NOUN
crln-8562	114	17	”	"	PUNCT
crln-8562	114	18	employees	employee	NOUN
crln-8562	114	19	misbehaving	misbehave	VERB
crln-8562	114	20	.	.	PUNCT
crln-8562	115	1	instead	instead	ADV
crln-8562	115	2	,	,	PUNCT
crln-8562	115	3	a	a	DET
crln-8562	115	4	sound	sound	ADJ
crln-8562	115	5	mystery	mystery	NOUN
crln-8562	115	6	shopping	shopping	NOUN
crln-8562	115	7	program	program	NOUN
crln-8562	115	8	is	be	AUX
crln-8562	115	9	a	a	DET
crln-8562	115	10	team	team	NOUN
crln-8562	115	11	effort	effort	NOUN
crln-8562	115	12	that	that	PRON
crln-8562	115	13	includes	include	VERB
crln-8562	115	14	all	all	DET
crln-8562	115	15	stakeholders	stakeholder	NOUN
crln-8562	115	16	in	in	ADP
crln-8562	115	17	a	a	DET
crln-8562	115	18	process	process	NOUN
crln-8562	115	19	that	that	PRON
crln-8562	115	20	leads	lead	VERB
crln-8562	115	21	to	to	ADP
crln-8562	115	22	improved	improved	ADJ
crln-8562	115	23	interpersonal	interpersonal	ADJ
crln-8562	115	24	communication	communication	NOUN
crln-8562	115	25	between	between	ADP
crln-8562	115	26	our	our	PRON
crln-8562	115	27	public	public	ADJ
crln-8562	115	28	service	service	NOUN
crln-8562	115	29	staff	staff	NOUN
crln-8562	115	30	and	and	CCONJ
crln-8562	115	31	patrons	patron	NOUN
crln-8562	115	32	.	.	PUNCT
crln-8562	116	1	notes	note	NOUN
crln-8562	116	2	1	1	NUM
crln-8562	116	3	.	.	PUNCT
crln-8562	116	4	j.	j.	PROPN
crln-8562	116	5	d.	d.	PROPN
crln-8562	116	6	durrance	durrance	PROPN
crln-8562	116	7	,	,	PUNCT
crln-8562	116	8	“	"	PUNCT
crln-8562	116	9	factors	factor	NOUN
crln-8562	116	10	that	that	PRON
crln-8562	116	11	influence	influence	NOUN
crln-8562	116	12	reference	reference	NOUN
crln-8562	116	13	success	success	NOUN
crln-8562	116	14	:	:	PUNCT
crln-8562	116	15	what	what	PRON
crln-8562	116	16	makes	make	VERB
crln-8562	116	17	questioners	questioner	NOUN
crln-8562	116	18	willing	willing	ADJ
crln-8562	116	19	to	to	PART
crln-8562	116	20	return	return	VERB
crln-8562	116	21	,	,	PUNCT
crln-8562	116	22	”	"	PUNCT
crln-8562	116	23	reference	reference	NOUN
crln-8562	116	24	librarian	librarian	NOUN
crln-8562	116	25	23	23	NUM
crln-8562	116	26	(	(	PUNCT
crln-8562	116	27	1995	1995	NUM
crln-8562	116	28	):	):	PUNCT
crln-8562	116	29	243–65	243–65	NOUN
crln-8562	116	30	.	.	PUNCT
crln-8562	117	1	2	2	NUM
crln-8562	117	2	.	.	PUNCT
crln-8562	117	3	t.	t.	PROPN
crln-8562	117	4	van	van	PROPN
crln-8562	117	5	der	der	PROPN
crln-8562	117	6	wiele	wiele	PROPN
crln-8562	117	7	,	,	PUNCT
crln-8562	117	8	m.	m.	NOUN
crln-8562	117	9	hesselink	hesselink	PROPN
crln-8562	117	10	,	,	PUNCT
crln-8562	117	11	j.	j.	PROPN
crln-8562	117	12	van	van	PROPN
crln-8562	117	13	iwaarden	iwaarden	PROPN
crln-8562	117	14	,	,	PUNCT
crln-8562	117	15	“	"	PUNCT
crln-8562	117	16	mystery	mystery	NOUN
crln-8562	117	17	shopping	shopping	NOUN
crln-8562	117	18	:	:	PUNCT
crln-8562	117	19	a	a	DET
crln-8562	117	20	tool	tool	NOUN
crln-8562	117	21	to	to	PART
crln-8562	117	22	develop	develop	VERB
crln-8562	117	23	insight	insight	NOUN
crln-8562	117	24	into	into	ADP
crln-8562	117	25	customer	customer	NOUN
crln-8562	117	26	service	service	NOUN
crln-8562	117	27	provision	provision	NOUN
crln-8562	117	28	,	,	PUNCT
crln-8562	117	29	”	"	PUNCT
crln-8562	117	30	total	total	ADJ
crln-8562	117	31	quality	quality	NOUN
crln-8562	117	32	management	management	NOUN
crln-8562	117	33	16	16	NUM
crln-8562	117	34	(	(	PUNCT
crln-8562	117	35	200):529–41	200):529–41	NOUN
crln-8562	117	36	.	.	PUNCT
crln-8562	118	1	3	3	X
crln-8562	118	2	.	.	PUNCT
crln-8562	118	3	“	"	PUNCT
crln-8562	118	4	guidelines	guideline	NOUN
crln-8562	118	5	for	for	ADP
crln-8562	118	6	behavioral	behavioral	ADJ
crln-8562	118	7	performance	performance	NOUN
crln-8562	118	8	of	of	ADP
crln-8562	118	9	reference	reference	NOUN
crln-8562	118	10	and	and	CCONJ
crln-8562	118	11	information	information	NOUN
crln-8562	118	12	service	service	NOUN
crln-8562	118	13	providers	provider	NOUN
crln-8562	118	14	,	,	PUNCT
crln-8562	118	15	”	"	PUNCT
crln-8562	118	16	accessed	access	VERB
crln-8562	118	17	january	january	PROPN
crln-8562	118	18	6	6	NUM
crln-8562	118	19	,	,	PUNCT
crln-8562	118	20	2011	2011	NUM
crln-8562	118	21	,	,	PUNCT
crln-8562	118	22	www.ala.org	www.ala.org	PROPN
crln-8562	118	23	/ala	/ala	PROPN
crln-8562	118	24	/	/	SYM
crln-8562	118	25	mgrps	mgrps	NOUN
crln-8562	118	26	/	/	SYM
crln-8562	118	27	divs	div	VERB
crln-8562	118	28	/	/	SYM
crln-8562	118	29	rusa	rusa	NOUN
crln-8562	118	30	/	/	SYM
crln-8562	118	31	resources	resource	NOUN
crln-8562	118	32	/	/	SYM
crln-8562	118	33	guidelines	guideline	NOUN
crln-8562	118	34	/guidelinesbehavioral.cfm	/guidelinesbehavioral.cfm	PUNCT
crln-8562	118	35	.	.	PUNCT
crln-8562	119	1	(	(	PUNCT
crln-8562	119	2	“	"	PUNCT
crln-8562	119	3	secrets	secret	NOUN
crln-8562	119	4	to	to	ADP
crln-8562	119	5	successful	successful	ADJ
crln-8562	119	6	mystery	mystery	NOUN
crln-8562	119	7	shopping	shopping	NOUN
crln-8562	119	8	,	,	PUNCT
crln-8562	119	9	”	"	PUNCT
crln-8562	119	10	cont	cont	NOUN
crln-8562	119	11	.	.	PUNCT
crln-8562	120	1	from	from	ADP
crln-8562	120	2	page	page	NOUN
crln-8562	120	3	276	276	NUM
crln-8562	120	4	)	)	PUNCT