id	sid	tid	token	lemma	pos
ertr-727	1	1	e	e	X
ertr-727	1	2	-	-	NOUN
ertr-727	1	3	review	review	NOUN
ertr-727	1	4	of	of	ADP
ertr-727	1	5	tourism	tourism	NOUN
ertr-727	1	6	research	research	NOUN
ertr-727	1	7	(	(	PUNCT
ertr-727	1	8	ertr	ertr	NOUN
ertr-727	1	9	)	)	PUNCT
ertr-727	1	10	,	,	PUNCT
ertr-727	1	11	vol	vol	NOUN
ertr-727	1	12	.	.	PROPN
ertr-727	1	13	18	18	NUM
ertr-727	1	14	,	,	PUNCT
ertr-727	1	15	no	no	INTJ
ertr-727	1	16	.	.	NOUN
ertr-727	1	17	3	3	NUM
ertr-727	1	18	,	,	PUNCT
ertr-727	1	19	2020	2020	NUM
ertr-727	1	20	http://ertr.tamu.edu	http://ertr.tamu.edu	NOUN
ertr-727	1	21	375	375	NUM
ertr-727	1	22	issn:1941	issn:1941	ADJ
ertr-727	1	23	-	-	PUNCT
ertr-727	1	24	5842	5842	NUM
ertr-727	1	25	jacinta	jacinta	PROPN
ertr-727	1	26	dsilva	dsilva	PROPN
ertr-727	1	27	modul	modul	PROPN
ertr-727	1	28	university	university	PROPN
ertr-727	1	29	dubai	dubai	PROPN
ertr-727	1	30	sreejith	sreejith	PROPN
ertr-727	1	31	balasubramanian	balasubramanian	PROPN
ertr-727	1	32	middlesex	middlesex	PROPN
ertr-727	1	33	university	university	PROPN
ertr-727	1	34	dubai	dubai	PROPN
ertr-727	1	35	shalini	shalini	PROPN
ertr-727	1	36	ajayan	ajayan	PROPN
ertr-727	1	37	mohammed	mohammed	PROPN
ertr-727	1	38	bin	bin	PROPN
ertr-727	1	39	rashid	rashid	PROPN
ertr-727	1	40	school	school	PROPN
ertr-727	1	41	of	of	ADP
ertr-727	1	42	government	government	NOUN
ertr-727	1	43	cody	cody	PROPN
ertr-727	1	44	morris	morris	PROPN
ertr-727	1	45	paris	paris	PROPN
ertr-727	1	46	middlesex	middlesex	PROPN
ertr-727	1	47	university	university	PROPN
ertr-727	1	48	dubai	dubai	NOUN
ertr-727	1	49	an	an	DET
ertr-727	1	50	expectation	expectation	NOUN
ertr-727	1	51	-	-	PUNCT
ertr-727	1	52	experience	experience	NOUN
ertr-727	1	53	analysis	analysis	NOUN
ertr-727	1	54	of	of	ADP
ertr-727	1	55	service	service	NOUN
ertr-727	1	56	quality	quality	NOUN
ertr-727	1	57	of	of	ADP
ertr-727	1	58	business	business	NOUN
ertr-727	1	59	travelers	traveler	NOUN
ertr-727	1	60	in	in	ADP
ertr-727	1	61	low	low	ADJ
ertr-727	1	62	-	-	PUNCT
ertr-727	1	63	cost	cost	NOUN
ertr-727	1	64	airlines	airline	NOUN
ertr-727	1	65	a	a	DET
ertr-727	1	66	number	number	NOUN
ertr-727	1	67	of	of	ADP
ertr-727	1	68	low	low	ADJ
ertr-727	1	69	-	-	PUNCT
ertr-727	1	70	cost	cost	NOUN
ertr-727	1	71	airlines	airline	NOUN
ertr-727	1	72	(	(	PUNCT
ertr-727	1	73	lca	lca	PROPN
ertr-727	1	74	)	)	PUNCT
ertr-727	1	75	are	be	AUX
ertr-727	1	76	repositioning	reposition	VERB
ertr-727	1	77	their	their	PRON
ertr-727	1	78	brand	brand	NOUN
ertr-727	1	79	strategy	strategy	NOUN
ertr-727	1	80	to	to	PART
ertr-727	1	81	attract	attract	VERB
ertr-727	1	82	business	business	NOUN
ertr-727	1	83	travelers	traveler	NOUN
ertr-727	1	84	.	.	PUNCT
ertr-727	2	1	this	this	PRON
ertr-727	2	2	requires	require	VERB
ertr-727	2	3	first	first	ADJ
ertr-727	2	4	understanding	understanding	NOUN
ertr-727	2	5	and	and	CCONJ
ertr-727	2	6	then	then	ADV
ertr-727	2	7	meeting	meet	VERB
ertr-727	2	8	business	business	NOUN
ertr-727	2	9	traveler	traveler	NOUN
ertr-727	2	10	's	's	PART
ertr-727	2	11	service	service	NOUN
ertr-727	2	12	quality	quality	NOUN
ertr-727	2	13	expectations	expectation	NOUN
ertr-727	2	14	.	.	PUNCT
ertr-727	3	1	unfortunately	unfortunately	ADV
ertr-727	3	2	,	,	PUNCT
ertr-727	3	3	most	most	ADJ
ertr-727	3	4	studies	study	NOUN
ertr-727	3	5	on	on	ADP
ertr-727	3	6	service	service	NOUN
ertr-727	3	7	quality	quality	NOUN
ertr-727	3	8	attributes	attribute	NOUN
ertr-727	3	9	of	of	ADP
ertr-727	3	10	lcas	lcas	NOUN
ertr-727	3	11	have	have	AUX
ertr-727	3	12	focused	focus	VERB
ertr-727	3	13	on	on	ADP
ertr-727	3	14	leisure	leisure	NOUN
ertr-727	3	15	travelers	traveler	NOUN
ertr-727	3	16	.	.	PUNCT
ertr-727	4	1	this	this	PRON
ertr-727	4	2	formed	form	VERB
ertr-727	4	3	the	the	DET
ertr-727	4	4	motivation	motivation	NOUN
ertr-727	4	5	of	of	ADP
ertr-727	4	6	this	this	DET
ertr-727	4	7	study	study	NOUN
ertr-727	4	8	,	,	PUNCT
ertr-727	4	9	which	which	PRON
ertr-727	4	10	aims	aim	VERB
ertr-727	4	11	to	to	PART
ertr-727	4	12	examine	examine	VERB
ertr-727	4	13	the	the	DET
ertr-727	4	14	gap	gap	NOUN
ertr-727	4	15	that	that	PRON
ertr-727	4	16	exists	exist	VERB
ertr-727	4	17	between	between	ADP
ertr-727	4	18	expectations	expectation	NOUN
ertr-727	4	19	and	and	CCONJ
ertr-727	4	20	(	(	PUNCT
ertr-727	4	21	actual	actual	ADJ
ertr-727	4	22	)	)	PUNCT
ertr-727	4	23	experience	experience	NOUN
ertr-727	4	24	with	with	ADP
ertr-727	4	25	the	the	DET
ertr-727	4	26	services	service	NOUN
ertr-727	4	27	received	receive	VERB
ertr-727	4	28	across	across	ADP
ertr-727	4	29	the	the	DET
ertr-727	4	30	various	various	ADJ
ertr-727	4	31	dimensions	dimension	NOUN
ertr-727	4	32	of	of	ADP
ertr-727	4	33	service	service	NOUN
ertr-727	4	34	quality	quality	NOUN
ertr-727	4	35	(	(	PUNCT
ertr-727	4	36	servqual	servqual	ADJ
ertr-727	4	37	)	)	PUNCT
ertr-727	4	38	among	among	ADP
ertr-727	4	39	international	international	ADJ
ertr-727	4	40	business	business	NOUN
ertr-727	4	41	travelers	traveler	NOUN
ertr-727	4	42	.	.	PUNCT
ertr-727	5	1	a	a	DET
ertr-727	5	2	total	total	NOUN
ertr-727	5	3	of	of	ADP
ertr-727	5	4	142	142	NUM
ertr-727	5	5	responses	response	NOUN
ertr-727	5	6	from	from	ADP
ertr-727	5	7	business	business	NOUN
ertr-727	5	8	travelers	traveler	NOUN
ertr-727	5	9	were	be	AUX
ertr-727	5	10	collected	collect	VERB
ertr-727	5	11	using	use	VERB
ertr-727	5	12	a	a	DET
ertr-727	5	13	structured	structured	ADJ
ertr-727	5	14	questionnaire	questionnaire	NOUN
ertr-727	5	15	comprising	comprise	VERB
ertr-727	5	16	23	23	NUM
ertr-727	5	17	servqual	servqual	ADJ
ertr-727	5	18	items	item	NOUN
ertr-727	5	19	.	.	PUNCT
ertr-727	6	1	an	an	DET
ertr-727	6	2	expectation	expectation	NOUN
ertr-727	6	3	-	-	PUNCT
ertr-727	6	4	experience	experience	NOUN
ertr-727	6	5	analysis	analysis	NOUN
ertr-727	6	6	(	(	PUNCT
ertr-727	6	7	eea	eea	PROPN
ertr-727	6	8	)	)	PUNCT
ertr-727	6	9	was	be	AUX
ertr-727	6	10	then	then	ADV
ertr-727	6	11	performed	perform	VERB
ertr-727	6	12	on	on	ADP
ertr-727	6	13	the	the	DET
ertr-727	6	14	survey	survey	NOUN
ertr-727	6	15	data	datum	NOUN
ertr-727	6	16	to	to	PART
ertr-727	6	17	categorize	categorize	VERB
ertr-727	6	18	each	each	DET
ertr-727	6	19	item	item	NOUN
ertr-727	6	20	in	in	ADP
ertr-727	6	21	the	the	DET
ertr-727	6	22	eea	eea	PROPN
ertr-727	6	23	grid	grid	NOUN
ertr-727	6	24	as	as	ADP
ertr-727	6	25	1	1	NUM
ertr-727	6	26	)	)	PUNCT
ertr-727	6	27	high	high	ADJ
ertr-727	6	28	priority	priority	NOUN
ertr-727	6	29	(	(	PUNCT
ertr-727	6	30	high	high	ADJ
ertr-727	6	31	expectation	expectation	NOUN
ertr-727	6	32	but	but	CCONJ
ertr-727	6	33	low	low	ADJ
ertr-727	6	34	experience	experience	NOUN
ertr-727	6	35	)	)	PUNCT
ertr-727	6	36	2	2	X
ertr-727	6	37	)	)	PUNCT
ertr-727	6	38	keep	keep	VERB
ertr-727	6	39	up	up	ADP
ertr-727	6	40	the	the	DET
ertr-727	6	41	good	good	ADJ
ertr-727	6	42	work	work	NOUN
ertr-727	6	43	(	(	PUNCT
ertr-727	6	44	high	high	ADJ
ertr-727	6	45	expectation	expectation	NOUN
ertr-727	6	46	and	and	CCONJ
ertr-727	6	47	high	high	ADJ
ertr-727	6	48	experience	experience	NOUN
ertr-727	6	49	)	)	PUNCT
ertr-727	7	1	3	3	NUM
ertr-727	7	2	)	)	PUNCT
ertr-727	7	3	low	low	ADJ
ertr-727	7	4	priority	priority	NOUN
ertr-727	7	5	(	(	PUNCT
ertr-727	7	6	low	low	ADJ
ertr-727	7	7	expectation	expectation	NOUN
ertr-727	7	8	and	and	CCONJ
ertr-727	7	9	low	low	ADJ
ertr-727	7	10	experience	experience	NOUN
ertr-727	7	11	)	)	PUNCT
ertr-727	7	12	and	and	CCONJ
ertr-727	7	13	4	4	X
ertr-727	7	14	)	)	PUNCT
ertr-727	7	15	possible	possible	ADJ
ertr-727	7	16	overkill	overkill	NOUN
ertr-727	7	17	(	(	PUNCT
ertr-727	7	18	low	low	ADJ
ertr-727	7	19	expectation	expectation	NOUN
ertr-727	7	20	but	but	CCONJ
ertr-727	7	21	high	high	ADJ
ertr-727	7	22	experience	experience	NOUN
ertr-727	7	23	)	)	PUNCT
ertr-727	7	24	.	.	PUNCT
ertr-727	8	1	the	the	DET
ertr-727	8	2	results	result	NOUN
ertr-727	8	3	show	show	VERB
ertr-727	8	4	that	that	SCONJ
ertr-727	8	5	the	the	DET
ertr-727	8	6	lcas	lcas	NOUN
ertr-727	8	7	should	should	AUX
ertr-727	8	8	focus	focus	VERB
ertr-727	8	9	more	more	ADV
ertr-727	8	10	on	on	ADP
ertr-727	8	11	the	the	DET
ertr-727	8	12	'	'	PUNCT
ertr-727	8	13	reliability	reliability	NOUN
ertr-727	8	14	'	'	PUNCT
ertr-727	8	15	factor	factor	NOUN
ertr-727	8	16	as	as	SCONJ
ertr-727	8	17	most	most	ADJ
ertr-727	8	18	of	of	ADP
ertr-727	8	19	its	its	PRON
ertr-727	8	20	items	item	NOUN
ertr-727	8	21	emerged	emerge	VERB
ertr-727	8	22	in	in	ADP
ertr-727	8	23	the	the	DET
ertr-727	8	24	high	high	ADJ
ertr-727	8	25	priority	priority	NOUN
ertr-727	8	26	grid	grid	NOUN
ertr-727	8	27	while	while	SCONJ
ertr-727	8	28	low	low	ADJ
ertr-727	8	29	priority	priority	NOUN
ertr-727	8	30	should	should	AUX
ertr-727	8	31	be	be	AUX
ertr-727	8	32	given	give	VERB
ertr-727	8	33	to	to	ADP
ertr-727	8	34	'	'	PUNCT
ertr-727	8	35	empathy	empathy	NOUN
ertr-727	8	36	'	'	PUNCT
ertr-727	8	37	.	.	PUNCT
ertr-727	9	1	overall	overall	ADV
ertr-727	9	2	,	,	PUNCT
ertr-727	9	3	an	an	DET
ertr-727	9	4	all	all	ADV
ertr-727	9	5	-	-	PUNCT
ertr-727	9	6	around	around	ADJ
ertr-727	9	7	improvement	improvement	NOUN
ertr-727	9	8	is	be	AUX
ertr-727	9	9	required	require	VERB
ertr-727	9	10	to	to	PART
ertr-727	9	11	narrow	narrow	VERB
ertr-727	9	12	the	the	DET
ertr-727	9	13	service	service	NOUN
ertr-727	9	14	quality	quality	NOUN
ertr-727	9	15	gap	gap	NOUN
ertr-727	9	16	,	,	PUNCT
ertr-727	9	17	given	give	VERB
ertr-727	9	18	that	that	SCONJ
ertr-727	9	19	none	none	NOUN
ertr-727	9	20	of	of	ADP
ertr-727	9	21	the	the	DET
ertr-727	9	22	service	service	NOUN
ertr-727	9	23	quality	quality	NOUN
ertr-727	9	24	attributes	attribute	NOUN
ertr-727	9	25	have	have	AUX
ertr-727	9	26	met	meet	VERB
ertr-727	9	27	or	or	CCONJ
ertr-727	9	28	exceeded	exceed	VERB
ertr-727	9	29	business	business	NOUN
ertr-727	9	30	travelers	traveler	NOUN
ertr-727	9	31	'	'	PART
ertr-727	9	32	expectations	expectation	NOUN
ertr-727	9	33	.	.	PUNCT
ertr-727	10	1	the	the	DET
ertr-727	10	2	results	result	NOUN
ertr-727	10	3	are	be	AUX
ertr-727	10	4	useful	useful	ADJ
ertr-727	10	5	for	for	SCONJ
ertr-727	10	6	practitioners	practitioner	NOUN
ertr-727	10	7	to	to	PART
ertr-727	10	8	prioritize	prioritize	VERB
ertr-727	10	9	service	service	NOUN
ertr-727	10	10	quality	quality	NOUN
ertr-727	10	11	improvements	improvement	NOUN
ertr-727	10	12	and	and	CCONJ
ertr-727	10	13	develop	develop	VERB
ertr-727	10	14	tailor	tailor	NOUN
ertr-727	10	15	-	-	PUNCT
ertr-727	10	16	made	make	VERB
ertr-727	10	17	marketing	marketing	NOUN
ertr-727	10	18	and	and	CCONJ
ertr-727	10	19	branding	branding	NOUN
ertr-727	10	20	strategies	strategy	NOUN
ertr-727	10	21	.	.	PUNCT
ertr-727	11	1	keywords	keyword	NOUN
ertr-727	11	2	:	:	PUNCT
ertr-727	11	3	business	business	NOUN
ertr-727	11	4	travelers	traveler	NOUN
ertr-727	11	5	,	,	PUNCT
ertr-727	11	6	low	low	ADJ
ertr-727	11	7	-	-	PUNCT
ertr-727	11	8	cost	cost	NOUN
ertr-727	11	9	airlines	airline	NOUN
ertr-727	11	10	,	,	PUNCT
ertr-727	11	11	dubai	dubai	PROPN
ertr-727	11	12	,	,	PUNCT
ertr-727	11	13	servqual	servqual	ADJ
ertr-727	11	14	,	,	PUNCT
ertr-727	11	15	expectations	expectation	NOUN
ertr-727	11	16	–	–	PUNCT
ertr-727	11	17	experience	experience	NOUN
ertr-727	11	18	analysis	analysis	NOUN
ertr-727	11	19	dr	dr	PROPN
ertr-727	11	20	.	.	PROPN
ertr-727	11	21	jacinta	jacinta	PROPN
ertr-727	11	22	dsilva	dsilva	PROPN
ertr-727	11	23	assistant	assistant	PROPN
ertr-727	11	24	professor	professor	NOUN
ertr-727	11	25	of	of	ADP
ertr-727	11	26	marketing	marketing	PROPN
ertr-727	11	27	modul	modul	PROPN
ertr-727	11	28	university	university	PROPN
ertr-727	11	29	dubai	dubai	PROPN
ertr-727	11	30	dubai	dubai	PROPN
ertr-727	11	31	,	,	PUNCT
ertr-727	11	32	united	united	PROPN
ertr-727	11	33	arab	arab	PROPN
ertr-727	11	34	emirates	emirates	PROPN
ertr-727	11	35	phone	phone	PROPN
ertr-727	11	36	:	:	PUNCT
ertr-727	11	37	+971	+971	NUM
ertr-727	11	38	504981776	504981776	NUM
ertr-727	11	39	email	email	NOUN
ertr-727	11	40	:	:	PUNCT
ertr-727	11	41	jacinta.dsilva@modul.ac.ae	jacinta.dsilva@modul.ac.ae	PUNCT
ertr-727	11	42	http://ertr.tamu.edu/	http://ertr.tamu.edu/	VERB
ertr-727	11	43	mailto:jacinta.dsilva@modul.ac.ae	mailto:jacinta.dsilva@modul.ac.ae	ADJ
ertr-727	11	44	e	e	NOUN
ertr-727	11	45	-	-	NOUN
ertr-727	11	46	review	review	NOUN
ertr-727	11	47	of	of	ADP
ertr-727	11	48	tourism	tourism	NOUN
ertr-727	11	49	research	research	NOUN
ertr-727	11	50	(	(	PUNCT
ertr-727	11	51	ertr	ertr	NOUN
ertr-727	11	52	)	)	PUNCT
ertr-727	11	53	,	,	PUNCT
ertr-727	11	54	vol	vol	NOUN
ertr-727	11	55	.	.	PROPN
ertr-727	11	56	18	18	NUM
ertr-727	11	57	,	,	PUNCT
ertr-727	11	58	no	no	INTJ
ertr-727	11	59	.	.	NOUN
ertr-727	11	60	3	3	NUM
ertr-727	11	61	,	,	PUNCT
ertr-727	11	62	2020	2020	NUM
ertr-727	11	63	http://ertr.tamu.edu	http://ertr.tamu.edu	ADP
ertr-727	11	64	376	376	NUM
ertr-727	11	65	issn:1941	issn:1941	ADJ
ertr-727	11	66	-	-	PUNCT
ertr-727	11	67	5842	5842	NUM
ertr-727	11	68	dr	dr	PROPN
ertr-727	11	69	.	.	PROPN
ertr-727	11	70	sreejith	sreejith	PROPN
ertr-727	11	71	balasubramanian	balasubramanian	ADJ
ertr-727	11	72	senior	senior	ADJ
ertr-727	11	73	lecturer	lecturer	NOUN
ertr-727	11	74	&	&	CCONJ
ertr-727	11	75	chair	chair	NOUN
ertr-727	11	76	of	of	ADP
ertr-727	11	77	research	research	NOUN
ertr-727	11	78	committee	committee	PROPN
ertr-727	11	79	middlesex	middlesex	PROPN
ertr-727	11	80	university	university	PROPN
ertr-727	11	81	dubai	dubai	PROPN
ertr-727	11	82	dubai	dubai	PROPN
ertr-727	11	83	,	,	PUNCT
ertr-727	11	84	united	united	PROPN
ertr-727	11	85	arab	arab	PROPN
ertr-727	11	86	emirates	emirates	PROPN
ertr-727	11	87	phone	phone	PROPN
ertr-727	11	88	:	:	PUNCT
ertr-727	11	89	+971	+971	NUM
ertr-727	11	90	4	4	NUM
ertr-727	11	91	568	568	NUM
ertr-727	11	92	7087	7087	NUM
ertr-727	11	93	email	email	NOUN
ertr-727	11	94	:	:	PUNCT
ertr-727	12	1	s.balasubramanian@mdx.ac.ae	s.balasubramanian@mdx.ac.ae	PROPN
ertr-727	12	2	ms	ms	PROPN
ertr-727	12	3	.	.	PROPN
ertr-727	12	4	shalini	shalini	PROPN
ertr-727	12	5	ajayan	ajayan	PROPN
ertr-727	12	6	institutional	institutional	ADJ
ertr-727	12	7	effectiveness	effectiveness	NOUN
ertr-727	12	8	specialist	specialist	NOUN
ertr-727	12	9	mohammed	mohammed	PROPN
ertr-727	12	10	bin	bin	PROPN
ertr-727	12	11	rashid	rashid	PROPN
ertr-727	12	12	school	school	PROPN
ertr-727	12	13	of	of	ADP
ertr-727	12	14	government	government	NOUN
ertr-727	12	15	dubai	dubai	PROPN
ertr-727	12	16	,	,	PUNCT
ertr-727	12	17	united	united	PROPN
ertr-727	12	18	arab	arab	PROPN
ertr-727	12	19	emirates	emirates	PROPN
ertr-727	12	20	phone	phone	PROPN
ertr-727	12	21	:	:	PUNCT
ertr-727	12	22	+971	+971	NUM
ertr-727	12	23	4	4	NUM
ertr-727	12	24	3175522	3175522	NUM
ertr-727	12	25	email	email	NOUN
ertr-727	12	26	:	:	PUNCT
ertr-727	12	27	shalini.ajayan@mbrsg.ac.ae	shalini.ajayan@mbrsg.ac.ae	NUM
ertr-727	12	28	dr	dr	PROPN
ertr-727	12	29	.	.	PROPN
ertr-727	12	30	cody	cody	PROPN
ertr-727	12	31	morris	morris	PROPN
ertr-727	12	32	paris	paris	PROPN
ertr-727	12	33	associate	associate	PROPN
ertr-727	12	34	professor	professor	NOUN
ertr-727	12	35	&	&	CCONJ
ertr-727	12	36	deputy	deputy	NOUN
ertr-727	12	37	director	director	NOUN
ertr-727	12	38	of	of	ADP
ertr-727	12	39	academic	academic	ADJ
ertr-727	12	40	planning	planning	PROPN
ertr-727	12	41	&	&	CCONJ
ertr-727	12	42	research	research	PROPN
ertr-727	12	43	middlesex	middlesex	PROPN
ertr-727	12	44	university	university	PROPN
ertr-727	12	45	dubai	dubai	PROPN
ertr-727	12	46	dubai	dubai	PROPN
ertr-727	12	47	,	,	PUNCT
ertr-727	12	48	united	united	PROPN
ertr-727	12	49	arab	arab	PROPN
ertr-727	12	50	emirates	emirates	PROPN
ertr-727	12	51	phone	phone	PROPN
ertr-727	12	52	:	:	PUNCT
ertr-727	12	53	+971	+971	NUM
ertr-727	12	54	4	4	NUM
ertr-727	12	55	4331776	4331776	NUM
ertr-727	12	56	email	email	NOUN
ertr-727	12	57	:	:	PUNCT
ertr-727	12	58	c.paris@mdx.ac.ae	c.paris@mdx.ac.ae	PROPN
ertr-727	12	59	jacinta	jacinta	PROPN
ertr-727	12	60	dsilva	dsilva	PROPN
ertr-727	12	61	is	be	AUX
ertr-727	12	62	an	an	DET
ertr-727	12	63	assistant	assistant	ADJ
ertr-727	12	64	professor	professor	NOUN
ertr-727	12	65	of	of	ADP
ertr-727	12	66	marketing	marketing	NOUN
ertr-727	12	67	at	at	ADP
ertr-727	12	68	modul	modul	PROPN
ertr-727	12	69	university	university	PROPN
ertr-727	12	70	dubai	dubai	NOUN
ertr-727	12	71	.	.	PUNCT
ertr-727	13	1	she	she	PRON
ertr-727	13	2	chas	cha	VERB
ertr-727	13	3	a	a	DET
ertr-727	13	4	phd	phd	NOUN
ertr-727	13	5	from	from	ADP
ertr-727	13	6	coventry	coventry	PROPN
ertr-727	13	7	university	university	PROPN
ertr-727	13	8	in	in	ADP
ertr-727	13	9	marketing	marketing	NOUN
ertr-727	13	10	and	and	CCONJ
ertr-727	13	11	service	service	NOUN
ertr-727	13	12	quality	quality	NOUN
ertr-727	13	13	.	.	PUNCT
ertr-727	14	1	an	an	DET
ertr-727	14	2	educator	educator	NOUN
ertr-727	14	3	for	for	ADP
ertr-727	14	4	20	20	NUM
ertr-727	14	5	years	year	NOUN
ertr-727	14	6	and	and	CCONJ
ertr-727	14	7	have	have	AUX
ertr-727	14	8	worked	work	VERB
ertr-727	14	9	for	for	ADP
ertr-727	14	10	several	several	ADJ
ertr-727	14	11	well	well	ADV
ertr-727	14	12	-	-	PUNCT
ertr-727	14	13	known	know	VERB
ertr-727	14	14	universities	university	NOUN
ertr-727	14	15	.	.	PUNCT
ertr-727	15	1	her	her	PRON
ertr-727	15	2	research	research	NOUN
ertr-727	15	3	interests	interest	NOUN
ertr-727	15	4	are	be	AUX
ertr-727	15	5	marketing	market	VERB
ertr-727	15	6	,	,	PUNCT
ertr-727	15	7	service	service	NOUN
ertr-727	15	8	quality	quality	NOUN
ertr-727	15	9	and	and	CCONJ
ertr-727	15	10	sustainability	sustainability	NOUN
ertr-727	15	11	.	.	PUNCT
ertr-727	16	1	sreejith	sreejith	PROPN
ertr-727	16	2	balasubramanian	balasubramanian	PROPN
ertr-727	16	3	is	be	AUX
ertr-727	16	4	a	a	DET
ertr-727	16	5	senior	senior	ADJ
ertr-727	16	6	lecturer	lecturer	NOUN
ertr-727	16	7	in	in	ADP
ertr-727	16	8	supply	supply	NOUN
ertr-727	16	9	chain	chain	NOUN
ertr-727	16	10	management	management	NOUN
ertr-727	16	11	and	and	CCONJ
ertr-727	16	12	chair	chair	NOUN
ertr-727	16	13	of	of	ADP
ertr-727	16	14	the	the	DET
ertr-727	16	15	research	research	NOUN
ertr-727	16	16	committee	committee	NOUN
ertr-727	16	17	at	at	ADP
ertr-727	16	18	middlesex	middlesex	PROPN
ertr-727	16	19	university	university	PROPN
ertr-727	16	20	,	,	PUNCT
ertr-727	16	21	dubai	dubai	PROPN
ertr-727	16	22	.	.	PUNCT
ertr-727	17	1	sreejith	sreejith	PROPN
ertr-727	17	2	completed	complete	VERB
ertr-727	17	3	his	his	PRON
ertr-727	17	4	phd	phd	NOUN
ertr-727	17	5	from	from	ADP
ertr-727	17	6	middlesex	middlesex	PROPN
ertr-727	17	7	university	university	PROPN
ertr-727	17	8	business	business	NOUN
ertr-727	17	9	school	school	NOUN
ertr-727	17	10	,	,	PUNCT
ertr-727	17	11	london	london	PROPN
ertr-727	17	12	and	and	CCONJ
ertr-727	17	13	has	have	VERB
ertr-727	17	14	several	several	ADJ
ertr-727	17	15	years	year	NOUN
ertr-727	17	16	of	of	ADP
ertr-727	17	17	experience	experience	NOUN
ertr-727	17	18	in	in	ADP
ertr-727	17	19	teaching	teaching	NOUN
ertr-727	17	20	,	,	PUNCT
ertr-727	17	21	research	research	NOUN
ertr-727	17	22	,	,	PUNCT
ertr-727	17	23	consultancy	consultancy	NOUN
ertr-727	17	24	and	and	CCONJ
ertr-727	17	25	project	project	NOUN
ertr-727	17	26	management	management	NOUN
ertr-727	17	27	.	.	PUNCT
ertr-727	18	1	shalini	shalini	PROPN
ertr-727	18	2	ajayan	ajayan	PROPN
ertr-727	18	3	is	be	AUX
ertr-727	18	4	the	the	DET
ertr-727	18	5	institutional	institutional	ADJ
ertr-727	18	6	effectiveness	effectiveness	NOUN
ertr-727	18	7	specialist	specialist	NOUN
ertr-727	18	8	at	at	ADP
ertr-727	18	9	the	the	DET
ertr-727	18	10	mohammed	mohammed	PROPN
ertr-727	18	11	bin	bin	PROPN
ertr-727	18	12	rashid	rashid	PROPN
ertr-727	18	13	school	school	PROPN
ertr-727	18	14	of	of	ADP
ertr-727	18	15	government	government	NOUN
ertr-727	18	16	.	.	PUNCT
ertr-727	19	1	shalini	shalini	PROPN
ertr-727	19	2	is	be	AUX
ertr-727	19	3	also	also	ADV
ertr-727	19	4	pursuing	pursue	VERB
ertr-727	19	5	a	a	DET
ertr-727	19	6	ph.d	ph.d	NOUN
ertr-727	19	7	.	.	PUNCT
ertr-727	20	1	in	in	ADP
ertr-727	20	2	educational	educational	ADJ
ertr-727	20	3	research	research	NOUN
ertr-727	20	4	at	at	ADP
ertr-727	20	5	the	the	DET
ertr-727	20	6	lancaster	lancaster	PROPN
ertr-727	20	7	university	university	NOUN
ertr-727	20	8	.	.	PUNCT
ertr-727	21	1	shalini	shalini	PROPN
ertr-727	21	2	has	have	VERB
ertr-727	21	3	over	over	ADP
ertr-727	21	4	a	a	DET
ertr-727	21	5	decade	decade	NOUN
ertr-727	21	6	of	of	ADP
ertr-727	21	7	experience	experience	NOUN
ertr-727	21	8	working	work	VERB
ertr-727	21	9	in	in	ADP
ertr-727	21	10	the	the	DET
ertr-727	21	11	uae	uae	PROPN
ertr-727	21	12	higher	high	ADJ
ertr-727	21	13	education	education	NOUN
ertr-727	21	14	sector	sector	NOUN
ertr-727	21	15	specifically	specifically	ADV
ertr-727	21	16	in	in	ADP
ertr-727	21	17	the	the	DET
ertr-727	21	18	area	area	NOUN
ertr-727	21	19	of	of	ADP
ertr-727	21	20	institutional	institutional	ADJ
ertr-727	21	21	effectiveness	effectiveness	NOUN
ertr-727	21	22	and	and	CCONJ
ertr-727	21	23	quality	quality	NOUN
ertr-727	21	24	assurance	assurance	NOUN
ertr-727	21	25	.	.	PUNCT
ertr-727	22	1	cody	cody	PROPN
ertr-727	22	2	morris	morris	PROPN
ertr-727	22	3	paris	paris	PROPN
ertr-727	22	4	is	be	AUX
ertr-727	22	5	the	the	DET
ertr-727	22	6	deputy	deputy	NOUN
ertr-727	22	7	director	director	NOUN
ertr-727	22	8	for	for	ADP
ertr-727	22	9	academic	academic	ADJ
ertr-727	22	10	planning	planning	NOUN
ertr-727	22	11	and	and	CCONJ
ertr-727	22	12	research	research	NOUN
ertr-727	22	13	and	and	CCONJ
ertr-727	22	14	associate	associate	ADJ
ertr-727	22	15	professor	professor	NOUN
ertr-727	22	16	of	of	ADP
ertr-727	22	17	social	social	ADJ
ertr-727	22	18	science	science	NOUN
ertr-727	22	19	at	at	ADP
ertr-727	22	20	middlesex	middlesex	PROPN
ertr-727	22	21	university	university	NOUN
ertr-727	22	22	dubai	dubai	NOUN
ertr-727	22	23	.	.	PUNCT
ertr-727	23	1	he	he	PRON
ertr-727	23	2	completed	complete	VERB
ertr-727	23	3	his	his	PRON
ertr-727	23	4	phd	phd	NOUN
ertr-727	23	5	from	from	ADP
ertr-727	23	6	arizona	arizona	PROPN
ertr-727	23	7	state	state	PROPN
ertr-727	23	8	university	university	PROPN
ertr-727	23	9	,	,	PUNCT
ertr-727	23	10	and	and	CCONJ
ertr-727	23	11	is	be	AUX
ertr-727	23	12	a	a	DET
ertr-727	23	13	research	research	NOUN
ertr-727	23	14	fellow	fellow	NOUN
ertr-727	23	15	at	at	ADP
ertr-727	23	16	the	the	DET
ertr-727	23	17	university	university	PROPN
ertr-727	23	18	of	of	ADP
ertr-727	23	19	johannesburg	johannesburg	PROPN
ertr-727	23	20	.	.	PUNCT
ertr-727	24	1	http://ertr.tamu.edu/	http://ertr.tamu.edu/	PROPN
ertr-727	24	2	mailto:s.balasubramanian@mdx.ac.ae	mailto:s.balasubramanian@mdx.ac.ae	ADJ
ertr-727	24	3	mailto:shalini.ajayan@mbrsg.ac.ae	mailto:shalini.ajayan@mbrsg.ac.ae	NUM
ertr-727	24	4	mailto:c.paris@mdx.ac.ae	mailto:c.paris@mdx.ac.ae	NOUN
ertr-727	24	5	e	e	NOUN
ertr-727	24	6	-	-	NOUN
ertr-727	24	7	review	review	NOUN
ertr-727	24	8	of	of	ADP
ertr-727	24	9	tourism	tourism	NOUN
ertr-727	24	10	research	research	NOUN
ertr-727	24	11	(	(	PUNCT
ertr-727	24	12	ertr	ertr	NOUN
ertr-727	24	13	)	)	PUNCT
ertr-727	24	14	,	,	PUNCT
ertr-727	24	15	vol	vol	NOUN
ertr-727	24	16	.	.	PROPN
ertr-727	24	17	18	18	NUM
ertr-727	24	18	,	,	PUNCT
ertr-727	24	19	no	no	INTJ
ertr-727	24	20	.	.	NOUN
ertr-727	24	21	3	3	NUM
ertr-727	24	22	,	,	PUNCT
ertr-727	24	23	2020	2020	NUM
ertr-727	24	24	http://ertr.tamu.edu	http://ertr.tamu.edu	ADP
ertr-727	24	25	377	377	NUM
ertr-727	24	26	issn:1941	issn:1941	ADJ
ertr-727	24	27	-	-	PUNCT
ertr-727	24	28	5842	5842	NUM
ertr-727	24	29	introduction	introduction	NOUN
ertr-727	24	30	low	low	ADJ
ertr-727	24	31	-	-	PUNCT
ertr-727	24	32	cost	cost	NOUN
ertr-727	24	33	airlines	airline	NOUN
ertr-727	24	34	(	(	PUNCT
ertr-727	24	35	lcas	lcas	PROPN
ertr-727	24	36	)	)	PUNCT
ertr-727	24	37	are	be	AUX
ertr-727	24	38	no	no	DET
ertr-727	24	39	-	-	PUNCT
ertr-727	24	40	frills	frill	NOUN
ertr-727	24	41	,	,	PUNCT
ertr-727	24	42	discount	discount	NOUN
ertr-727	24	43	,	,	PUNCT
ertr-727	24	44	or	or	CCONJ
ertr-727	24	45	budget	budget	NOUN
ertr-727	24	46	airlines	airline	NOUN
ertr-727	24	47	that	that	PRON
ertr-727	24	48	generally	generally	ADV
ertr-727	24	49	offer	offer	VERB
ertr-727	24	50	lower	low	ADJ
ertr-727	24	51	fares	fare	NOUN
ertr-727	24	52	than	than	ADP
ertr-727	24	53	full	full	ADJ
ertr-727	24	54	-	-	PUNCT
ertr-727	24	55	service	service	NOUN
ertr-727	24	56	or	or	CCONJ
ertr-727	24	57	traditional	traditional	ADJ
ertr-727	24	58	airlines	airline	NOUN
ertr-727	24	59	(	(	PUNCT
ertr-727	24	60	el	el	PROPN
ertr-727	24	61	haddad	haddad	PROPN
ertr-727	24	62	,	,	PUNCT
ertr-727	24	63	2019	2019	NUM
ertr-727	24	64	)	)	PUNCT
ertr-727	24	65	.	.	PUNCT
ertr-727	25	1	the	the	DET
ertr-727	25	2	general	general	ADJ
ertr-727	25	3	features	feature	NOUN
ertr-727	25	4	of	of	ADP
ertr-727	25	5	low	low	ADJ
ertr-727	25	6	-	-	PUNCT
ertr-727	25	7	cost	cost	NOUN
ertr-727	25	8	carriers	carrier	NOUN
ertr-727	25	9	include	include	VERB
ertr-727	25	10	the	the	DET
ertr-727	25	11	elimination	elimination	NOUN
ertr-727	25	12	of	of	ADP
ertr-727	25	13	business	business	NOUN
ertr-727	25	14	or	or	CCONJ
ertr-727	25	15	first	first	ADJ
ertr-727	25	16	-	-	PUNCT
ertr-727	25	17	class	class	NOUN
ertr-727	25	18	,	,	PUNCT
ertr-727	25	19	reduced	reduce	VERB
ertr-727	25	20	in	in	ADP
ertr-727	25	21	-	-	PUNCT
ertr-727	25	22	flight	flight	NOUN
ertr-727	25	23	service	service	NOUN
ertr-727	25	24	,	,	PUNCT
ertr-727	25	25	or	or	CCONJ
ertr-727	25	26	charging	charge	VERB
ertr-727	25	27	additionally	additionally	ADV
ertr-727	25	28	for	for	ADP
ertr-727	25	29	any	any	DET
ertr-727	25	30	such	such	ADJ
ertr-727	25	31	service	service	NOUN
ertr-727	25	32	(	(	PUNCT
ertr-727	25	33	chen	chen	PROPN
ertr-727	25	34	and	and	CCONJ
ertr-727	25	35	wu	wu	PROPN
ertr-727	25	36	,	,	PUNCT
ertr-727	25	37	2009	2009	NUM
ertr-727	25	38	)	)	PUNCT
ertr-727	25	39	.	.	PUNCT
ertr-727	26	1	traditionally	traditionally	ADV
ertr-727	26	2	,	,	PUNCT
ertr-727	26	3	the	the	DET
ertr-727	26	4	primary	primary	ADJ
ertr-727	26	5	target	target	NOUN
ertr-727	26	6	segment	segment	NOUN
ertr-727	26	7	of	of	ADP
ertr-727	26	8	lcas	lcas	NOUN
ertr-727	26	9	are	be	AUX
ertr-727	26	10	price	price	NOUN
ertr-727	26	11	-	-	PUNCT
ertr-727	26	12	sensitive	sensitive	ADJ
ertr-727	26	13	leisure	leisure	NOUN
ertr-727	26	14	travelers	traveler	NOUN
ertr-727	26	15	and	and	CCONJ
ertr-727	26	16	operate	operate	VERB
ertr-727	26	17	at	at	ADP
ertr-727	26	18	a	a	DET
ertr-727	26	19	lower	low	ADJ
ertr-727	26	20	cost	cost	NOUN
ertr-727	26	21	structure	structure	NOUN
ertr-727	26	22	than	than	ADP
ertr-727	26	23	traditional	traditional	ADJ
ertr-727	26	24	airlines	airline	NOUN
ertr-727	26	25	(	(	PUNCT
ertr-727	26	26	grigolon	grigolon	NOUN
ertr-727	26	27	et	et	PROPN
ertr-727	26	28	al	al	PROPN
ertr-727	26	29	.	.	PROPN
ertr-727	26	30	,	,	PUNCT
ertr-727	26	31	2012	2012	NUM
ertr-727	26	32	)	)	PUNCT
ertr-727	26	33	.	.	PUNCT
ertr-727	27	1	however	however	ADV
ertr-727	27	2	,	,	PUNCT
ertr-727	27	3	due	due	ADP
ertr-727	27	4	to	to	ADP
ertr-727	27	5	the	the	DET
ertr-727	27	6	additional	additional	ADJ
ertr-727	27	7	revenue	revenue	NOUN
ertr-727	27	8	and	and	CCONJ
ertr-727	27	9	high	high	ADJ
ertr-727	27	10	-	-	PUNCT
ertr-727	27	11	profit	profit	NOUN
ertr-727	27	12	potential	potential	NOUN
ertr-727	27	13	of	of	ADP
ertr-727	27	14	business	business	NOUN
ertr-727	27	15	travelers	traveler	NOUN
ertr-727	27	16	,	,	PUNCT
ertr-727	27	17	several	several	ADJ
ertr-727	27	18	lcas	lcas	NOUN
ertr-727	27	19	are	be	AUX
ertr-727	27	20	repositioning	reposition	VERB
ertr-727	27	21	their	their	PRON
ertr-727	27	22	brand	brand	NOUN
ertr-727	27	23	strategy	strategy	NOUN
ertr-727	27	24	to	to	PART
ertr-727	27	25	tap	tap	VERB
ertr-727	27	26	into	into	ADP
ertr-727	27	27	this	this	DET
ertr-727	27	28	lucrative	lucrative	ADJ
ertr-727	27	29	segment	segment	NOUN
ertr-727	27	30	.	.	PUNCT
ertr-727	28	1	for	for	ADP
ertr-727	28	2	instance	instance	NOUN
ertr-727	28	3	,	,	PUNCT
ertr-727	28	4	business	business	NOUN
ertr-727	28	5	travelers	traveler	NOUN
ertr-727	28	6	contribute	contribute	VERB
ertr-727	28	7	to	to	ADP
ertr-727	28	8	75	75	NUM
ertr-727	28	9	%	%	NOUN
ertr-727	28	10	of	of	ADP
ertr-727	28	11	full	full	ADJ
ertr-727	28	12	-	-	PUNCT
ertr-727	28	13	service	service	NOUN
ertr-727	28	14	airline	airline	NOUN
ertr-727	28	15	profit	profit	NOUN
ertr-727	28	16	,	,	PUNCT
ertr-727	28	17	although	although	SCONJ
ertr-727	28	18	they	they	PRON
ertr-727	28	19	only	only	ADV
ertr-727	28	20	account	account	VERB
ertr-727	28	21	for	for	ADP
ertr-727	28	22	12	12	NUM
ertr-727	28	23	%	%	NOUN
ertr-727	28	24	of	of	ADP
ertr-727	28	25	the	the	DET
ertr-727	28	26	total	total	ADJ
ertr-727	28	27	passengers	passenger	NOUN
ertr-727	28	28	(	(	PUNCT
ertr-727	28	29	trondent	trondent	NOUN
ertr-727	28	30	,	,	PUNCT
ertr-727	28	31	2020	2020	NUM
ertr-727	28	32	)	)	PUNCT
ertr-727	28	33	.	.	PUNCT
ertr-727	29	1	also	also	ADV
ertr-727	29	2	,	,	PUNCT
ertr-727	29	3	the	the	DET
ertr-727	29	4	criticality	criticality	NOUN
ertr-727	29	5	of	of	ADP
ertr-727	29	6	business	business	NOUN
ertr-727	29	7	travelers	traveler	NOUN
ertr-727	29	8	for	for	ADP
ertr-727	29	9	business	business	NOUN
ertr-727	29	10	sustainability	sustainability	NOUN
ertr-727	29	11	of	of	ADP
ertr-727	29	12	lcas	lcas	NOUN
ertr-727	29	13	is	be	AUX
ertr-727	29	14	even	even	ADV
ertr-727	29	15	more	more	ADV
ertr-727	29	16	given	give	VERB
ertr-727	29	17	the	the	DET
ertr-727	29	18	outbreak	outbreak	NOUN
ertr-727	29	19	of	of	ADP
ertr-727	29	20	the	the	DET
ertr-727	29	21	covid-19	covid-19	PROPN
ertr-727	29	22	pandemic	pandemic	NOUN
ertr-727	29	23	,	,	PUNCT
ertr-727	29	24	which	which	PRON
ertr-727	29	25	had	have	VERB
ertr-727	29	26	an	an	DET
ertr-727	29	27	adverse	adverse	ADJ
ertr-727	29	28	impact	impact	NOUN
ertr-727	29	29	on	on	ADP
ertr-727	29	30	the	the	DET
ertr-727	29	31	airline	airline	NOUN
ertr-727	29	32	sector	sector	NOUN
ertr-727	29	33	due	due	ADP
ertr-727	29	34	to	to	ADP
ertr-727	29	35	the	the	DET
ertr-727	29	36	closing	closing	NOUN
ertr-727	29	37	of	of	ADP
ertr-727	29	38	international	international	ADJ
ertr-727	29	39	borders	border	NOUN
ertr-727	29	40	and	and	CCONJ
ertr-727	29	41	restrictions	restriction	NOUN
ertr-727	29	42	imposed	impose	VERB
ertr-727	29	43	on	on	ADP
ertr-727	29	44	air	air	NOUN
ertr-727	29	45	travel	travel	NOUN
ertr-727	29	46	by	by	ADP
ertr-727	29	47	different	different	ADJ
ertr-727	29	48	countries	country	NOUN
ertr-727	29	49	(	(	PUNCT
ertr-727	29	50	budd	budd	PROPN
ertr-727	29	51	et	et	PROPN
ertr-727	29	52	al	al	PROPN
ertr-727	29	53	.	.	PROPN
ertr-727	29	54	,	,	PUNCT
ertr-727	29	55	2020	2020	NUM
ertr-727	29	56	)	)	PUNCT
ertr-727	29	57	.	.	PUNCT
ertr-727	30	1	hence	hence	ADV
ertr-727	30	2	,	,	PUNCT
ertr-727	30	3	one	one	NUM
ertr-727	30	4	of	of	ADP
ertr-727	30	5	the	the	DET
ertr-727	30	6	long	long	ADJ
ertr-727	30	7	-	-	PUNCT
ertr-727	30	8	term	term	NOUN
ertr-727	30	9	recovery	recovery	NOUN
ertr-727	30	10	strategies	strategy	NOUN
ertr-727	30	11	of	of	ADP
ertr-727	30	12	lcas	lcas	NOUN
ertr-727	30	13	post	post	PROPN
ertr-727	30	14	-	-	ADJ
ertr-727	30	15	covid-19	covid-19	PROPN
ertr-727	30	16	is	be	AUX
ertr-727	30	17	attracting	attract	VERB
ertr-727	30	18	and	and	CCONJ
ertr-727	30	19	retaining	retain	VERB
ertr-727	30	20	business	business	NOUN
ertr-727	30	21	travelers	traveler	NOUN
ertr-727	30	22	.	.	PUNCT
ertr-727	31	1	however	however	ADV
ertr-727	31	2	,	,	PUNCT
ertr-727	31	3	this	this	PRON
ertr-727	31	4	requires	require	VERB
ertr-727	31	5	first	first	ADV
ertr-727	31	6	understanding	understand	VERB
ertr-727	31	7	business	business	NOUN
ertr-727	31	8	travelers	traveler	NOUN
ertr-727	31	9	'	'	PART
ertr-727	31	10	expectations	expectation	NOUN
ertr-727	31	11	of	of	ADP
ertr-727	31	12	service	service	NOUN
ertr-727	31	13	(	(	PUNCT
ertr-727	31	14	which	which	PRON
ertr-727	31	15	could	could	AUX
ertr-727	31	16	be	be	AUX
ertr-727	31	17	different	different	ADJ
ertr-727	31	18	from	from	ADP
ertr-727	31	19	traditional	traditional	ADJ
ertr-727	31	20	leisure	leisure	NOUN
ertr-727	31	21	travelers	traveler	NOUN
ertr-727	31	22	)	)	PUNCT
ertr-727	31	23	and	and	CCONJ
ertr-727	31	24	then	then	ADV
ertr-727	31	25	meet	meet	VERB
ertr-727	31	26	or	or	CCONJ
ertr-727	31	27	exceed	exceed	VERB
ertr-727	31	28	their	their	PRON
ertr-727	31	29	expectations	expectation	NOUN
ertr-727	31	30	.	.	PUNCT
ertr-727	32	1	service	service	NOUN
ertr-727	32	2	quality	quality	NOUN
ertr-727	32	3	is	be	AUX
ertr-727	32	4	an	an	DET
ertr-727	32	5	important	important	ADJ
ertr-727	32	6	factor	factor	NOUN
ertr-727	32	7	in	in	ADP
ertr-727	32	8	differentiating	differentiate	VERB
ertr-727	32	9	service	service	NOUN
ertr-727	32	10	and	and	CCONJ
ertr-727	32	11	gaining	gain	VERB
ertr-727	32	12	sustainable	sustainable	ADJ
ertr-727	32	13	competitive	competitive	ADJ
ertr-727	32	14	advantage	advantage	NOUN
ertr-727	32	15	for	for	ADP
ertr-727	32	16	airlines	airline	NOUN
ertr-727	32	17	,	,	PUNCT
ertr-727	32	18	including	include	VERB
ertr-727	32	19	low	low	ADJ
ertr-727	32	20	-	-	PUNCT
ertr-727	32	21	cost	cost	NOUN
ertr-727	32	22	ones	one	NOUN
ertr-727	32	23	(	(	PUNCT
ertr-727	32	24	padkil	padkil	NOUN
ertr-727	32	25	and	and	CCONJ
ertr-727	32	26	aydin	aydin	NOUN
ertr-727	32	27	,	,	PUNCT
ertr-727	32	28	2007	2007	NUM
ertr-727	32	29	;	;	PUNCT
ertr-727	32	30	el	el	PROPN
ertr-727	32	31	haddad	haddad	PROPN
ertr-727	32	32	,	,	PUNCT
ertr-727	32	33	2019	2019	NUM
ertr-727	32	34	)	)	PUNCT
ertr-727	32	35	.	.	PUNCT
ertr-727	33	1	it	it	PRON
ertr-727	33	2	is	be	AUX
ertr-727	33	3	the	the	DET
ertr-727	33	4	measure	measure	NOUN
ertr-727	33	5	of	of	ADP
ertr-727	33	6	how	how	SCONJ
ertr-727	33	7	well	well	ADV
ertr-727	33	8	a	a	DET
ertr-727	33	9	customer	customer	NOUN
ertr-727	33	10	perceives	perceive	VERB
ertr-727	33	11	the	the	DET
ertr-727	33	12	actual	actual	ADJ
ertr-727	33	13	service	service	NOUN
ertr-727	33	14	they	they	PRON
ertr-727	33	15	received	receive	VERB
ertr-727	33	16	(	(	PUNCT
ertr-727	33	17	experience	experience	NOUN
ertr-727	33	18	)	)	PUNCT
ertr-727	33	19	matches	match	VERB
ertr-727	33	20	their	their	PRON
ertr-727	33	21	expectations	expectation	NOUN
ertr-727	33	22	(	(	PUNCT
ertr-727	33	23	parasuraman	parasuraman	NOUN
ertr-727	33	24	et	et	PROPN
ertr-727	33	25	al	al	PROPN
ertr-727	33	26	.	.	PROPN
ertr-727	33	27	,	,	PUNCT
ertr-727	33	28	1988	1988	NUM
ertr-727	33	29	)	)	PUNCT
ertr-727	33	30	.	.	PUNCT
ertr-727	34	1	unfortunately	unfortunately	ADV
ertr-727	34	2	,	,	PUNCT
ertr-727	34	3	only	only	ADV
ertr-727	34	4	limited	limited	ADJ
ertr-727	34	5	studies	study	NOUN
ertr-727	34	6	on	on	ADP
ertr-727	34	7	lcas	lcas	NOUN
ertr-727	34	8	have	have	AUX
ertr-727	34	9	focused	focus	VERB
ertr-727	34	10	on	on	ADP
ertr-727	34	11	understanding	understand	VERB
ertr-727	34	12	business	business	NOUN
ertr-727	34	13	travelers	traveler	NOUN
ertr-727	34	14	'	'	PART
ertr-727	34	15	expectations	expectation	NOUN
ertr-727	34	16	and	and	CCONJ
ertr-727	34	17	their	their	PRON
ertr-727	34	18	experience	experience	NOUN
ertr-727	34	19	flying	fly	VERB
ertr-727	34	20	with	with	ADP
ertr-727	34	21	the	the	DET
ertr-727	34	22	airline	airline	NOUN
ertr-727	34	23	.	.	PUNCT
ertr-727	35	1	this	this	PRON
ertr-727	35	2	formed	form	VERB
ertr-727	35	3	the	the	DET
ertr-727	35	4	motivation	motivation	NOUN
ertr-727	35	5	of	of	ADP
ertr-727	35	6	this	this	DET
ertr-727	35	7	study	study	NOUN
ertr-727	35	8	,	,	PUNCT
ertr-727	35	9	which	which	PRON
ertr-727	35	10	aims	aim	VERB
ertr-727	35	11	to	to	PART
ertr-727	35	12	examine	examine	VERB
ertr-727	35	13	http://ertr.tamu.edu/	http://ertr.tamu.edu/	PROPN
ertr-727	35	14	e	e	NOUN
ertr-727	35	15	-	-	NOUN
ertr-727	35	16	review	review	NOUN
ertr-727	35	17	of	of	ADP
ertr-727	35	18	tourism	tourism	NOUN
ertr-727	35	19	research	research	NOUN
ertr-727	35	20	(	(	PUNCT
ertr-727	35	21	ertr	ertr	NOUN
ertr-727	35	22	)	)	PUNCT
ertr-727	35	23	,	,	PUNCT
ertr-727	35	24	vol	vol	NOUN
ertr-727	35	25	.	.	PROPN
ertr-727	35	26	18	18	NUM
ertr-727	35	27	,	,	PUNCT
ertr-727	35	28	no	no	INTJ
ertr-727	35	29	.	.	NOUN
ertr-727	35	30	3	3	NUM
ertr-727	35	31	,	,	PUNCT
ertr-727	35	32	2020	2020	NUM
ertr-727	35	33	http://ertr.tamu.edu	http://ertr.tamu.edu	ADP
ertr-727	35	34	378	378	NUM
ertr-727	35	35	issn:1941	issn:1941	ADV
ertr-727	35	36	-	-	PUNCT
ertr-727	35	37	5842	5842	NUM
ertr-727	35	38	the	the	DET
ertr-727	35	39	gap	gap	NOUN
ertr-727	35	40	that	that	PRON
ertr-727	35	41	exists	exist	VERB
ertr-727	35	42	between	between	ADP
ertr-727	35	43	expectations	expectation	NOUN
ertr-727	35	44	and	and	CCONJ
ertr-727	35	45	experience	experience	NOUN
ertr-727	35	46	in	in	ADP
ertr-727	35	47	service	service	NOUN
ertr-727	35	48	quality	quality	NOUN
ertr-727	35	49	(	(	PUNCT
ertr-727	35	50	servqual	servqual	ADJ
ertr-727	35	51	)	)	PUNCT
ertr-727	35	52	of	of	ADP
ertr-727	35	53	business	business	NOUN
ertr-727	35	54	travelers	traveler	NOUN
ertr-727	35	55	in	in	ADP
ertr-727	35	56	lcas	lcas	NOUN
ertr-727	35	57	.	.	PUNCT
ertr-727	36	1	literature	literature	NOUN
ertr-727	36	2	review	review	PROPN
ertr-727	36	3	service	service	NOUN
ertr-727	36	4	quality	quality	NOUN
ertr-727	36	5	is	be	AUX
ertr-727	36	6	the	the	DET
ertr-727	36	7	conformance	conformance	NOUN
ertr-727	36	8	to	to	ADP
ertr-727	36	9	consumer	consumer	NOUN
ertr-727	36	10	specification	specification	NOUN
ertr-727	36	11	and	and	CCONJ
ertr-727	36	12	is	be	AUX
ertr-727	36	13	often	often	ADV
ertr-727	36	14	understood	understand	VERB
ertr-727	36	15	by	by	ADP
ertr-727	36	16	examining	examine	VERB
ertr-727	36	17	the	the	DET
ertr-727	36	18	gap	gap	NOUN
ertr-727	36	19	between	between	ADP
ertr-727	36	20	experience	experience	NOUN
ertr-727	36	21	and	and	CCONJ
ertr-727	36	22	expectations	expectation	NOUN
ertr-727	36	23	of	of	ADP
ertr-727	36	24	the	the	DET
ertr-727	36	25	services	service	NOUN
ertr-727	36	26	received	receive	VERB
ertr-727	36	27	.	.	PUNCT
ertr-727	37	1	for	for	ADP
ertr-727	37	2	airline	airline	NOUN
ertr-727	37	3	companies	company	NOUN
ertr-727	37	4	,	,	PUNCT
ertr-727	37	5	delivering	deliver	VERB
ertr-727	37	6	high	high	ADJ
ertr-727	37	7	service	service	NOUN
ertr-727	37	8	quality	quality	NOUN
ertr-727	37	9	has	have	AUX
ertr-727	37	10	become	become	VERB
ertr-727	37	11	a	a	DET
ertr-727	37	12	marketing	marketing	NOUN
ertr-727	37	13	requisite	requisite	NOUN
ertr-727	37	14	as	as	ADP
ertr-727	37	15	competitive	competitive	ADJ
ertr-727	37	16	pressures	pressure	NOUN
ertr-727	37	17	increase	increase	VERB
ertr-727	37	18	(	(	PUNCT
ertr-727	37	19	doganis	doganis	PROPN
ertr-727	37	20	,	,	PUNCT
ertr-727	37	21	2006	2006	NUM
ertr-727	37	22	)	)	PUNCT
ertr-727	37	23	.	.	PUNCT
ertr-727	38	1	evidence	evidence	NOUN
ertr-727	38	2	from	from	ADP
ertr-727	38	3	the	the	DET
ertr-727	38	4	literature	literature	NOUN
ertr-727	38	5	shows	show	VERB
ertr-727	38	6	that	that	SCONJ
ertr-727	38	7	among	among	ADP
ertr-727	38	8	the	the	DET
ertr-727	38	9	competitive	competitive	ADJ
ertr-727	38	10	variables	variable	NOUN
ertr-727	38	11	for	for	ADP
ertr-727	38	12	airlines	airline	NOUN
ertr-727	38	13	such	such	ADJ
ertr-727	38	14	as	as	ADP
ertr-727	38	15	fares	fare	NOUN
ertr-727	38	16	,	,	PUNCT
ertr-727	38	17	frequency	frequency	NOUN
ertr-727	38	18	,	,	PUNCT
ertr-727	38	19	equipment	equipment	NOUN
ertr-727	38	20	,	,	PUNCT
ertr-727	38	21	market	market	NOUN
ertr-727	38	22	access	access	NOUN
ertr-727	38	23	,	,	PUNCT
ertr-727	38	24	and	and	CCONJ
ertr-727	38	25	advertising	advertising	NOUN
ertr-727	38	26	,	,	PUNCT
ertr-727	38	27	it	it	PRON
ertr-727	38	28	is	be	AUX
ertr-727	38	29	the	the	DET
ertr-727	38	30	service	service	NOUN
ertr-727	38	31	quality	quality	NOUN
ertr-727	38	32	given	give	VERB
ertr-727	38	33	to	to	ADP
ertr-727	38	34	customers	customer	NOUN
ertr-727	38	35	the	the	DET
ertr-727	38	36	most	most	ADV
ertr-727	38	37	highly	highly	ADV
ertr-727	38	38	emphasized	emphasize	VERB
ertr-727	38	39	competitive	competitive	ADJ
ertr-727	38	40	variable	variable	NOUN
ertr-727	38	41	that	that	PRON
ertr-727	38	42	differentiates	differentiate	VERB
ertr-727	38	43	an	an	DET
ertr-727	38	44	airline	airline	NOUN
ertr-727	38	45	among	among	ADP
ertr-727	38	46	its	its	PRON
ertr-727	38	47	competitors	competitor	NOUN
ertr-727	38	48	,	,	PUNCT
ertr-727	38	49	determine	determine	VERB
ertr-727	38	50	market	market	NOUN
ertr-727	38	51	share	share	NOUN
ertr-727	38	52	,	,	PUNCT
ertr-727	38	53	and	and	CCONJ
ertr-727	38	54	ultimately	ultimately	ADV
ertr-727	38	55	profitability	profitability	NOUN
ertr-727	38	56	(	(	PUNCT
ertr-727	38	57	aksoy	aksoy	NOUN
ertr-727	38	58	et	et	PROPN
ertr-727	38	59	al	al	PROPN
ertr-727	38	60	.	.	PROPN
ertr-727	38	61	,	,	PUNCT
ertr-727	38	62	2003	2003	NUM
ertr-727	38	63	;	;	PUNCT
ertr-727	38	64	martin	martin	PROPN
ertr-727	38	65	et	et	PROPN
ertr-727	38	66	al	al	PROPN
ertr-727	38	67	.	.	PROPN
ertr-727	38	68	,	,	PUNCT
ertr-727	38	69	2008	2008	NUM
ertr-727	38	70	;	;	PUNCT
ertr-727	38	71	ahn	ahn	PROPN
ertr-727	38	72	and	and	CCONJ
ertr-727	38	73	lee	lee	PROPN
ertr-727	38	74	,	,	PUNCT
ertr-727	38	75	2011	2011	NUM
ertr-727	38	76	)	)	PUNCT
ertr-727	38	77	.	.	PUNCT
ertr-727	39	1	the	the	DET
ertr-727	39	2	highly	highly	ADV
ertr-727	39	3	competitive	competitive	ADJ
ertr-727	39	4	market	market	NOUN
ertr-727	39	5	conditions	condition	NOUN
ertr-727	39	6	in	in	ADP
ertr-727	39	7	the	the	DET
ertr-727	39	8	budget	budget	NOUN
ertr-727	39	9	airline	airline	NOUN
ertr-727	39	10	sector	sector	NOUN
ertr-727	39	11	are	be	AUX
ertr-727	39	12	putting	put	VERB
ertr-727	39	13	pressure	pressure	NOUN
ertr-727	39	14	on	on	ADP
ertr-727	39	15	lcas	lcas	NOUN
ertr-727	39	16	to	to	PART
ertr-727	39	17	deliver	deliver	VERB
ertr-727	39	18	high	high	ADJ
ertr-727	39	19	-	-	PUNCT
ertr-727	39	20	quality	quality	NOUN
ertr-727	39	21	services	service	NOUN
ertr-727	39	22	at	at	ADP
ertr-727	39	23	an	an	DET
ertr-727	39	24	affordable	affordable	ADJ
ertr-727	39	25	cost	cost	NOUN
ertr-727	39	26	.	.	PUNCT
ertr-727	40	1	this	this	PRON
ertr-727	40	2	is	be	AUX
ertr-727	40	3	evident	evident	ADJ
ertr-727	40	4	from	from	ADP
ertr-727	40	5	the	the	DET
ertr-727	40	6	growing	grow	VERB
ertr-727	40	7	number	number	NOUN
ertr-727	40	8	of	of	ADP
ertr-727	40	9	studies	study	NOUN
ertr-727	40	10	on	on	ADP
ertr-727	40	11	service	service	NOUN
ertr-727	40	12	quality	quality	NOUN
ertr-727	40	13	in	in	ADP
ertr-727	40	14	lcas	lcas	NOUN
ertr-727	40	15	(	(	PUNCT
ertr-727	40	16	pakdil	pakdil	NOUN
ertr-727	40	17	and	and	CCONJ
ertr-727	40	18	aydin	aydin	NOUN
ertr-727	40	19	,	,	PUNCT
ertr-727	40	20	2007	2007	NUM
ertr-727	40	21	;	;	PUNCT
ertr-727	40	22	leong	leong	PROPN
ertr-727	40	23	,	,	PUNCT
ertr-727	40	24	2008	2008	NUM
ertr-727	40	25	;	;	PUNCT
ertr-727	40	26	el	el	PROPN
ertr-727	40	27	haddad	haddad	PROPN
ertr-727	40	28	,	,	PUNCT
ertr-727	40	29	2019	2019	NUM
ertr-727	40	30	)	)	PUNCT
ertr-727	40	31	.	.	PUNCT
ertr-727	41	1	for	for	ADP
ertr-727	41	2	instance	instance	NOUN
ertr-727	41	3	,	,	PUNCT
ertr-727	41	4	a	a	DET
ertr-727	41	5	critical	critical	ADJ
ertr-727	41	6	review	review	NOUN
ertr-727	41	7	of	of	ADP
ertr-727	41	8	extant	extant	ADJ
ertr-727	41	9	literature	literature	NOUN
ertr-727	41	10	by	by	ADP
ertr-727	41	11	hasan	hasan	PROPN
ertr-727	41	12	et	et	PROPN
ertr-727	41	13	al	al	PROPN
ertr-727	41	14	.	.	PROPN
ertr-727	42	1	(	(	PUNCT
ertr-727	42	2	2019	2019	NUM
ertr-727	42	3	)	)	PUNCT
ertr-727	42	4	on	on	ADP
ertr-727	42	5	service	service	NOUN
ertr-727	42	6	quality	quality	NOUN
ertr-727	42	7	in	in	ADP
ertr-727	42	8	lcas	lcas	NOUN
ertr-727	42	9	found	find	VERB
ertr-727	42	10	more	more	ADJ
ertr-727	42	11	than	than	ADP
ertr-727	42	12	50	50	NUM
ertr-727	42	13	studies	study	NOUN
ertr-727	42	14	in	in	ADP
ertr-727	42	15	which	which	PRON
ertr-727	42	16	servqual	servqual	ADJ
ertr-727	42	17	remains	remain	VERB
ertr-727	42	18	the	the	DET
ertr-727	42	19	most	most	ADV
ertr-727	42	20	popular	popular	ADJ
ertr-727	42	21	service	service	NOUN
ertr-727	42	22	quality	quality	NOUN
ertr-727	42	23	measurement	measurement	NOUN
ertr-727	42	24	instrument	instrument	NOUN
ertr-727	42	25	,	,	PUNCT
ertr-727	42	26	and	and	CCONJ
ertr-727	42	27	the	the	DET
ertr-727	42	28	key	key	ADJ
ertr-727	42	29	dimensions	dimension	NOUN
ertr-727	42	30	(	(	PUNCT
ertr-727	42	31	factors	factor	NOUN
ertr-727	42	32	)	)	PUNCT
ertr-727	42	33	are	be	AUX
ertr-727	42	34	tangibility	tangibility	NOUN
ertr-727	42	35	,	,	PUNCT
ertr-727	42	36	reliability	reliability	NOUN
ertr-727	42	37	,	,	PUNCT
ertr-727	42	38	assurance	assurance	NOUN
ertr-727	42	39	,	,	PUNCT
ertr-727	42	40	empathy	empathy	NOUN
ertr-727	42	41	,	,	PUNCT
ertr-727	42	42	and	and	CCONJ
ertr-727	42	43	responsiveness	responsiveness	NOUN
ertr-727	42	44	.	.	PUNCT
ertr-727	43	1	this	this	PRON
ertr-727	43	2	is	be	AUX
ertr-727	43	3	largely	largely	ADV
ertr-727	43	4	due	due	ADJ
ertr-727	43	5	to	to	ADP
ertr-727	43	6	its	its	PRON
ertr-727	43	7	ease	ease	NOUN
ertr-727	43	8	of	of	ADP
ertr-727	43	9	adaptability	adaptability	NOUN
ertr-727	43	10	and	and	CCONJ
ertr-727	43	11	high	high	ADJ
ertr-727	43	12	predictive	predictive	ADJ
ertr-727	43	13	validity	validity	NOUN
ertr-727	43	14	(	(	PUNCT
ertr-727	43	15	carrillat	carrillat	NOUN
ertr-727	43	16	et	et	PROPN
ertr-727	43	17	al	al	PROPN
ertr-727	43	18	.	.	PROPN
ertr-727	43	19	,	,	PUNCT
ertr-727	43	20	2007	2007	NUM
ertr-727	43	21	)	)	PUNCT
ertr-727	43	22	.	.	PUNCT
ertr-727	44	1	however	however	ADV
ertr-727	44	2	,	,	PUNCT
ertr-727	44	3	there	there	PRON
ertr-727	44	4	is	be	VERB
ertr-727	44	5	a	a	DET
ertr-727	44	6	clear	clear	ADJ
ertr-727	44	7	gap	gap	NOUN
ertr-727	44	8	in	in	ADP
ertr-727	44	9	the	the	DET
ertr-727	44	10	literature	literature	NOUN
ertr-727	44	11	regarding	regard	VERB
ertr-727	44	12	understanding	understand	VERB
ertr-727	44	13	the	the	DET
ertr-727	44	14	expectations	expectation	NOUN
ertr-727	44	15	and	and	CCONJ
ertr-727	44	16	actual	actual	ADJ
ertr-727	44	17	experience	experience	NOUN
ertr-727	44	18	of	of	ADP
ertr-727	44	19	the	the	DET
ertr-727	44	20	service	service	NOUN
ertr-727	44	21	received	receive	VERB
ertr-727	44	22	by	by	ADP
ertr-727	44	23	business	business	NOUN
ertr-727	44	24	travelers	traveler	NOUN
ertr-727	44	25	,	,	PUNCT
ertr-727	44	26	as	as	SCONJ
ertr-727	44	27	most	most	ADJ
ertr-727	44	28	studies	study	NOUN
ertr-727	44	29	have	have	AUX
ertr-727	44	30	focused	focus	VERB
ertr-727	44	31	on	on	ADP
ertr-727	44	32	leisure	leisure	NOUN
ertr-727	44	33	travelers	traveler	NOUN
ertr-727	44	34	.	.	PUNCT
ertr-727	45	1	limited	limit	VERB
ertr-727	45	2	studies	study	NOUN
ertr-727	45	3	on	on	ADP
ertr-727	45	4	service	service	NOUN
ertr-727	45	5	quality	quality	NOUN
ertr-727	45	6	perceptions	perception	NOUN
ertr-727	45	7	of	of	ADP
ertr-727	45	8	business	business	NOUN
ertr-727	45	9	travelers	traveler	NOUN
ertr-727	45	10	have	have	AUX
ertr-727	45	11	focused	focus	VERB
ertr-727	45	12	on	on	ADP
ertr-727	45	13	full	full	ADJ
ertr-727	45	14	-	-	PUNCT
ertr-727	45	15	service	service	NOUN
ertr-727	45	16	airlines	airline	NOUN
ertr-727	45	17	(	(	PUNCT
ertr-727	45	18	ostrowski	ostrowski	NOUN
ertr-727	45	19	et	et	PROPN
ertr-727	45	20	al	al	PROPN
ertr-727	45	21	.	.	PROPN
ertr-727	45	22	,	,	PUNCT
ertr-727	45	23	1994	1994	NUM
ertr-727	45	24	;	;	PUNCT
ertr-727	45	25	jiang	jiang	PROPN
ertr-727	45	26	and	and	CCONJ
ertr-727	45	27	zhang	zhang	PROPN
ertr-727	45	28	,	,	PUNCT
ertr-727	45	29	2016	2016	NUM
ertr-727	45	30	)	)	PUNCT
ertr-727	45	31	.	.	PUNCT
ertr-727	46	1	unfortunately	unfortunately	ADV
ertr-727	46	2	,	,	PUNCT
ertr-727	46	3	we	we	PRON
ertr-727	46	4	have	have	AUX
ertr-727	46	5	not	not	PART
ertr-727	46	6	come	come	VERB
ertr-727	46	7	across	across	ADP
ertr-727	46	8	any	any	DET
ertr-727	46	9	study	study	NOUN
ertr-727	46	10	that	that	PRON
ertr-727	46	11	had	have	AUX
ertr-727	46	12	explicitly	explicitly	ADV
ertr-727	46	13	examined	examine	VERB
ertr-727	46	14	the	the	DET
ertr-727	46	15	perceived	perceive	VERB
ertr-727	46	16	service	service	NOUN
ertr-727	46	17	quality	quality	NOUN
ertr-727	46	18	of	of	ADP
ertr-727	46	19	business	business	NOUN
ertr-727	46	20	http://ertr.tamu.edu/	http://ertr.tamu.edu/	PROPN
ertr-727	47	1	e	e	NOUN
ertr-727	47	2	-	-	NOUN
ertr-727	47	3	review	review	NOUN
ertr-727	47	4	of	of	ADP
ertr-727	47	5	tourism	tourism	NOUN
ertr-727	47	6	research	research	NOUN
ertr-727	47	7	(	(	PUNCT
ertr-727	47	8	ertr	ertr	NOUN
ertr-727	47	9	)	)	PUNCT
ertr-727	47	10	,	,	PUNCT
ertr-727	47	11	vol	vol	NOUN
ertr-727	47	12	.	.	PROPN
ertr-727	47	13	18	18	NUM
ertr-727	47	14	,	,	PUNCT
ertr-727	47	15	no	no	INTJ
ertr-727	47	16	.	.	NOUN
ertr-727	47	17	3	3	NUM
ertr-727	47	18	,	,	PUNCT
ertr-727	47	19	2020	2020	NUM
ertr-727	47	20	http://ertr.tamu.edu	http://ertr.tamu.edu	NOUN
ertr-727	47	21	379	379	NUM
ertr-727	47	22	issn:1941	issn:1941	ADJ
ertr-727	47	23	-	-	PUNCT
ertr-727	47	24	5842	5842	NUM
ertr-727	47	25	travelers	traveler	NOUN
ertr-727	47	26	in	in	ADP
ertr-727	47	27	lcas	lcas	NOUN
ertr-727	47	28	.	.	PUNCT
ertr-727	48	1	the	the	DET
ertr-727	48	2	lack	lack	NOUN
ertr-727	48	3	of	of	ADP
ertr-727	48	4	effort	effort	NOUN
ertr-727	48	5	to	to	PART
ertr-727	48	6	understand	understand	VERB
ertr-727	48	7	the	the	DET
ertr-727	48	8	service	service	NOUN
ertr-727	48	9	quality	quality	NOUN
ertr-727	48	10	of	of	ADP
ertr-727	48	11	business	business	NOUN
ertr-727	48	12	travelers	traveler	NOUN
ertr-727	48	13	is	be	AUX
ertr-727	48	14	surprising	surprising	ADJ
ertr-727	48	15	,	,	PUNCT
ertr-727	48	16	given	give	VERB
ertr-727	48	17	that	that	SCONJ
ertr-727	48	18	several	several	ADJ
ertr-727	48	19	low	low	ADJ
ertr-727	48	20	-	-	PUNCT
ertr-727	48	21	cost	cost	NOUN
ertr-727	48	22	airlines	airline	NOUN
ertr-727	48	23	(	(	PUNCT
ertr-727	48	24	lca	lca	PROPN
ertr-727	48	25	)	)	PUNCT
ertr-727	48	26	are	be	AUX
ertr-727	48	27	repositioning	reposition	VERB
ertr-727	48	28	their	their	PRON
ertr-727	48	29	brand	brand	NOUN
ertr-727	48	30	strategy	strategy	NOUN
ertr-727	48	31	to	to	PART
ertr-727	48	32	attract	attract	VERB
ertr-727	48	33	business	business	NOUN
ertr-727	48	34	travelers	traveler	NOUN
ertr-727	48	35	(	(	PUNCT
ertr-727	48	36	allied	ally	VERB
ertr-727	48	37	market	market	NOUN
ertr-727	48	38	research	research	NOUN
ertr-727	48	39	,	,	PUNCT
ertr-727	48	40	2018	2018	NUM
ertr-727	48	41	)	)	PUNCT
ertr-727	48	42	.	.	PUNCT
ertr-727	49	1	evidence	evidence	NOUN
ertr-727	49	2	from	from	ADP
ertr-727	49	3	the	the	DET
ertr-727	49	4	literature	literature	NOUN
ertr-727	49	5	suggests	suggest	VERB
ertr-727	49	6	that	that	SCONJ
ertr-727	49	7	during	during	ADP
ertr-727	49	8	the	the	DET
ertr-727	49	9	time	time	NOUN
ertr-727	49	10	of	of	ADP
ertr-727	49	11	recession	recession	NOUN
ertr-727	49	12	or	or	CCONJ
ertr-727	49	13	global	global	ADJ
ertr-727	49	14	economic	economic	ADJ
ertr-727	49	15	downturn	downturn	NOUN
ertr-727	49	16	,	,	PUNCT
ertr-727	49	17	lcas	lca	NOUN
ertr-727	49	18	are	be	AUX
ertr-727	49	19	likely	likely	ADJ
ertr-727	49	20	to	to	PART
ertr-727	49	21	attract	attract	VERB
ertr-727	49	22	business	business	NOUN
ertr-727	49	23	travelers	traveler	NOUN
ertr-727	49	24	because	because	SCONJ
ertr-727	49	25	of	of	ADP
ertr-727	49	26	the	the	DET
ertr-727	49	27	shrinking	shrink	VERB
ertr-727	49	28	corporate	corporate	ADJ
ertr-727	49	29	travel	travel	NOUN
ertr-727	49	30	budgets	budget	NOUN
ertr-727	49	31	resulting	result	VERB
ertr-727	49	32	in	in	ADP
ertr-727	49	33	reduced	reduce	VERB
ertr-727	49	34	upper	upper	ADJ
ertr-727	49	35	limits	limit	NOUN
ertr-727	49	36	on	on	ADP
ertr-727	49	37	travel	travel	NOUN
ertr-727	49	38	fares	fare	NOUN
ertr-727	49	39	forcing	force	VERB
ertr-727	49	40	business	business	NOUN
ertr-727	49	41	travelers	traveler	NOUN
ertr-727	49	42	to	to	PART
ertr-727	49	43	look	look	VERB
ertr-727	49	44	for	for	ADP
ertr-727	49	45	cheaper	cheap	ADJ
ertr-727	49	46	flights	flight	NOUN
ertr-727	49	47	(	(	PUNCT
ertr-727	49	48	berry	berry	NOUN
ertr-727	49	49	and	and	CCONJ
ertr-727	49	50	jia	jia	PROPN
ertr-727	49	51	,	,	PUNCT
ertr-727	49	52	2010	2010	NUM
ertr-727	49	53	;	;	PUNCT
ertr-727	49	54	baker	baker	PROPN
ertr-727	49	55	,	,	PUNCT
ertr-727	49	56	2013	2013	NUM
ertr-727	49	57	)	)	PUNCT
ertr-727	49	58	.	.	PUNCT
ertr-727	50	1	in	in	ADP
ertr-727	50	2	any	any	DET
ertr-727	50	3	case	case	NOUN
ertr-727	50	4	,	,	PUNCT
ertr-727	50	5	a	a	DET
ertr-727	50	6	focused	focused	ADJ
ertr-727	50	7	study	study	NOUN
ertr-727	50	8	on	on	ADP
ertr-727	50	9	business	business	NOUN
ertr-727	50	10	travelers	traveler	NOUN
ertr-727	50	11	is	be	AUX
ertr-727	50	12	warranted	warrant	VERB
ertr-727	50	13	given	give	VERB
ertr-727	50	14	that	that	SCONJ
ertr-727	50	15	their	their	PRON
ertr-727	50	16	expectations	expectation	NOUN
ertr-727	50	17	and	and	CCONJ
ertr-727	50	18	experience	experience	NOUN
ertr-727	50	19	of	of	ADP
ertr-727	50	20	service	service	NOUN
ertr-727	50	21	quality	quality	NOUN
ertr-727	50	22	is	be	AUX
ertr-727	50	23	likely	likely	ADJ
ertr-727	50	24	to	to	PART
ertr-727	50	25	differ	differ	VERB
ertr-727	50	26	from	from	ADP
ertr-727	50	27	leisure	leisure	NOUN
ertr-727	50	28	travelers	traveler	NOUN
ertr-727	50	29	(	(	PUNCT
ertr-727	50	30	ostrowski	ostrowski	NOUN
ertr-727	50	31	et	et	PROPN
ertr-727	50	32	al	al	PROPN
ertr-727	50	33	.	.	PROPN
ertr-727	50	34	,	,	PUNCT
ertr-727	50	35	1994	1994	NUM
ertr-727	50	36	;	;	PUNCT
ertr-727	50	37	ahn	ahn	PROPN
ertr-727	50	38	and	and	CCONJ
ertr-727	50	39	lee	lee	PROPN
ertr-727	50	40	,	,	PUNCT
ertr-727	50	41	2011	2011	NUM
ertr-727	50	42	)	)	PUNCT
ertr-727	50	43	.	.	PUNCT
ertr-727	51	1	the	the	DET
ertr-727	51	2	importance	importance	NOUN
ertr-727	51	3	-	-	PUNCT
ertr-727	51	4	performance	performance	NOUN
ertr-727	51	5	analysis	analysis	NOUN
ertr-727	51	6	(	(	PUNCT
ertr-727	51	7	ipa	ipa	PROPN
ertr-727	51	8	)	)	PUNCT
ertr-727	51	9	proposed	propose	VERB
ertr-727	51	10	by	by	ADP
ertr-727	51	11	martilla	martilla	PROPN
ertr-727	51	12	and	and	CCONJ
ertr-727	51	13	james	james	PROPN
ertr-727	51	14	(	(	PUNCT
ertr-727	51	15	1977	1977	NUM
ertr-727	51	16	)	)	PUNCT
ertr-727	51	17	can	can	AUX
ertr-727	51	18	be	be	AUX
ertr-727	51	19	used	use	VERB
ertr-727	51	20	for	for	ADP
ertr-727	51	21	identifying	identify	VERB
ertr-727	51	22	the	the	DET
ertr-727	51	23	expectation	expectation	NOUN
ertr-727	51	24	-	-	PUNCT
ertr-727	51	25	experience	experience	NOUN
ertr-727	51	26	gap	gap	NOUN
ertr-727	51	27	in	in	ADP
ertr-727	51	28	lcas	lcas	NOUN
ertr-727	51	29	.	.	PUNCT
ertr-727	52	1	although	although	SCONJ
ertr-727	52	2	simple	simple	ADJ
ertr-727	52	3	,	,	PUNCT
ertr-727	52	4	ipa	ipa	NOUN
ertr-727	52	5	technique	technique	NOUN
ertr-727	52	6	is	be	AUX
ertr-727	52	7	a	a	DET
ertr-727	52	8	valid	valid	ADJ
ertr-727	52	9	and	and	CCONJ
ertr-727	52	10	powerful	powerful	ADJ
ertr-727	52	11	technique	technique	NOUN
ertr-727	52	12	for	for	ADP
ertr-727	52	13	identifying	identify	VERB
ertr-727	52	14	service	service	NOUN
ertr-727	52	15	quality	quality	NOUN
ertr-727	52	16	areas	area	NOUN
ertr-727	52	17	that	that	PRON
ertr-727	52	18	require	require	VERB
ertr-727	52	19	remedial	remedial	ADJ
ertr-727	52	20	strategic	strategic	ADJ
ertr-727	52	21	actions	action	NOUN
ertr-727	52	22	(	(	PUNCT
ertr-727	52	23	chu	chu	NOUN
ertr-727	52	24	and	and	CCONJ
ertr-727	52	25	choi	choi	NOUN
ertr-727	52	26	,	,	PUNCT
ertr-727	52	27	2000	2000	NUM
ertr-727	52	28	)	)	PUNCT
ertr-727	52	29	.	.	PUNCT
ertr-727	53	1	previous	previous	ADJ
ertr-727	53	2	studies	study	NOUN
ertr-727	53	3	such	such	ADJ
ertr-727	53	4	as	as	ADP
ertr-727	53	5	leong	leong	PROPN
ertr-727	53	6	(	(	PUNCT
ertr-727	53	7	2008	2008	NUM
ertr-727	53	8	)	)	PUNCT
ertr-727	53	9	have	have	AUX
ertr-727	53	10	used	use	VERB
ertr-727	53	11	the	the	DET
ertr-727	53	12	ipa	ipa	PROPN
ertr-727	53	13	technique	technique	NOUN
ertr-727	53	14	to	to	PART
ertr-727	53	15	evaluate	evaluate	VERB
ertr-727	53	16	airline	airline	NOUN
ertr-727	53	17	service	service	NOUN
ertr-727	53	18	quality	quality	NOUN
ertr-727	53	19	.	.	PUNCT
ertr-727	54	1	the	the	DET
ertr-727	54	2	ipa	ipa	PROPN
ertr-727	54	3	technique	technique	NOUN
ertr-727	54	4	's	's	PART
ertr-727	54	5	underlying	underlie	VERB
ertr-727	54	6	assumption	assumption	NOUN
ertr-727	54	7	is	be	AUX
ertr-727	54	8	that	that	SCONJ
ertr-727	54	9	customers	customer	NOUN
ertr-727	54	10	'	'	PART
ertr-727	54	11	level	level	NOUN
ertr-727	54	12	of	of	ADP
ertr-727	54	13	satisfaction	satisfaction	NOUN
ertr-727	54	14	with	with	ADP
ertr-727	54	15	the	the	DET
ertr-727	54	16	attributes	attribute	NOUN
ertr-727	54	17	is	be	AUX
ertr-727	54	18	mainly	mainly	ADV
ertr-727	54	19	derived	derive	VERB
ertr-727	54	20	from	from	ADP
ertr-727	54	21	their	their	PRON
ertr-727	54	22	expectations	expectation	NOUN
ertr-727	54	23	from	from	ADP
ertr-727	54	24	a	a	DET
ertr-727	54	25	service	service	NOUN
ertr-727	54	26	provider	provider	NOUN
ertr-727	54	27	(	(	PUNCT
ertr-727	54	28	the	the	DET
ertr-727	54	29	importance	importance	NOUN
ertr-727	54	30	given	give	VERB
ertr-727	54	31	to	to	ADP
ertr-727	54	32	attributes	attribute	NOUN
ertr-727	54	33	)	)	PUNCT
ertr-727	54	34	and	and	CCONJ
ertr-727	54	35	perception	perception	NOUN
ertr-727	54	36	of	of	ADP
ertr-727	54	37	the	the	DET
ertr-727	54	38	actual	actual	ADJ
ertr-727	54	39	services	service	NOUN
ertr-727	54	40	received	receive	VERB
ertr-727	54	41	(	(	PUNCT
ertr-727	54	42	performance	performance	NOUN
ertr-727	54	43	)	)	PUNCT
ertr-727	54	44	.	.	PUNCT
ertr-727	55	1	it	it	PRON
ertr-727	55	2	requires	require	VERB
ertr-727	55	3	capturing	capture	VERB
ertr-727	55	4	respondents	respondent	NOUN
ertr-727	55	5	'	'	PART
ertr-727	55	6	expectations	expectation	NOUN
ertr-727	55	7	of	of	ADP
ertr-727	55	8	the	the	DET
ertr-727	55	9	service	service	NOUN
ertr-727	55	10	encounter	encounter	NOUN
ertr-727	55	11	and	and	CCONJ
ertr-727	55	12	their	their	PRON
ertr-727	55	13	experience	experience	NOUN
ertr-727	55	14	with	with	ADP
ertr-727	55	15	the	the	DET
ertr-727	55	16	actual	actual	ADJ
ertr-727	55	17	services	service	NOUN
ertr-727	55	18	received	receive	VERB
ertr-727	55	19	.	.	PUNCT
ertr-727	56	1	figure	figure	NOUN
ertr-727	56	2	1	1	NUM
ertr-727	56	3	shows	show	VERB
ertr-727	56	4	the	the	DET
ertr-727	56	5	expectation	expectation	NOUN
ertr-727	56	6	-	-	PUNCT
ertr-727	56	7	experience	experience	NOUN
ertr-727	56	8	analysis	analysis	NOUN
ertr-727	56	9	(	(	PUNCT
ertr-727	56	10	eea	eea	PROPN
ertr-727	56	11	)	)	PUNCT
ertr-727	56	12	grid	grid	NOUN
ertr-727	56	13	adapted	adapt	VERB
ertr-727	56	14	from	from	ADP
ertr-727	56	15	chu	chu	PROPN
ertr-727	56	16	and	and	CCONJ
ertr-727	56	17	choi	choi	NOUN
ertr-727	56	18	(	(	PUNCT
ertr-727	56	19	2000	2000	NUM
ertr-727	56	20	)	)	PUNCT
ertr-727	56	21	.	.	PUNCT
ertr-727	57	1	http://ertr.tamu.edu/	http://ertr.tamu.edu/	PROPN
ertr-727	58	1	e	e	X
ertr-727	58	2	-	-	NOUN
ertr-727	58	3	review	review	NOUN
ertr-727	58	4	of	of	ADP
ertr-727	58	5	tourism	tourism	NOUN
ertr-727	58	6	research	research	NOUN
ertr-727	58	7	(	(	PUNCT
ertr-727	58	8	ertr	ertr	NOUN
ertr-727	58	9	)	)	PUNCT
ertr-727	58	10	,	,	PUNCT
ertr-727	58	11	vol	vol	NOUN
ertr-727	58	12	.	.	PROPN
ertr-727	58	13	18	18	NUM
ertr-727	58	14	,	,	PUNCT
ertr-727	58	15	no	no	INTJ
ertr-727	58	16	.	.	NOUN
ertr-727	58	17	3	3	NUM
ertr-727	58	18	,	,	PUNCT
ertr-727	58	19	2020	2020	NUM
ertr-727	58	20	http://ertr.tamu.edu	http://ertr.tamu.edu	NOUN
ertr-727	58	21	380	380	NUM
ertr-727	58	22	issn:1941	issn:1941	ADJ
ertr-727	58	23	-	-	PUNCT
ertr-727	58	24	5842	5842	NUM
ertr-727	58	25	figure	figure	NOUN
ertr-727	58	26	1	1	NUM
ertr-727	58	27	:	:	PUNCT
ertr-727	58	28	expectations	expectation	NOUN
ertr-727	58	29	–	–	PUNCT
ertr-727	58	30	experience	experience	NOUN
ertr-727	58	31	analysis	analysis	NOUN
ertr-727	58	32	grid	grid	NOUN
ertr-727	58	33	methodology	methodology	NOUN
ertr-727	58	34	a	a	DET
ertr-727	58	35	survey	survey	NOUN
ertr-727	58	36	methodology	methodology	NOUN
ertr-727	58	37	was	be	AUX
ertr-727	58	38	adopted	adopt	VERB
ertr-727	58	39	in	in	ADP
ertr-727	58	40	this	this	DET
ertr-727	58	41	study	study	NOUN
ertr-727	58	42	.	.	PUNCT
ertr-727	59	1	the	the	DET
ertr-727	59	2	survey	survey	NOUN
ertr-727	59	3	instrument	instrument	NOUN
ertr-727	59	4	was	be	AUX
ertr-727	59	5	developed	develop	VERB
ertr-727	59	6	based	base	VERB
ertr-727	59	7	on	on	ADP
ertr-727	59	8	the	the	DET
ertr-727	59	9	original	original	ADJ
ertr-727	59	10	dimensions	dimension	NOUN
ertr-727	59	11	of	of	ADP
ertr-727	59	12	servqual	servqual	ADJ
ertr-727	59	13	,	,	PUNCT
ertr-727	59	14	the	the	DET
ertr-727	59	15	most	most	ADV
ertr-727	59	16	widely	widely	ADV
ertr-727	59	17	used	use	VERB
ertr-727	59	18	model	model	NOUN
ertr-727	59	19	for	for	ADP
ertr-727	59	20	service	service	NOUN
ertr-727	59	21	quality	quality	NOUN
ertr-727	59	22	(	(	PUNCT
ertr-727	59	23	parasuraman	parasuraman	NOUN
ertr-727	59	24	et	et	PROPN
ertr-727	59	25	al	al	PROPN
ertr-727	59	26	.	.	PROPN
ertr-727	59	27	,	,	PUNCT
ertr-727	59	28	1988	1988	NUM
ertr-727	59	29	)	)	PUNCT
ertr-727	59	30	,	,	PUNCT
ertr-727	59	31	and	and	CCONJ
ertr-727	59	32	then	then	ADV
ertr-727	59	33	contextualizing	contextualize	VERB
ertr-727	59	34	the	the	DET
ertr-727	59	35	instrument	instrument	NOUN
ertr-727	59	36	to	to	ADP
ertr-727	59	37	the	the	DET
ertr-727	59	38	airline	airline	NOUN
ertr-727	59	39	industry	industry	NOUN
ertr-727	59	40	based	base	VERB
ertr-727	59	41	on	on	ADP
ertr-727	59	42	a	a	DET
ertr-727	59	43	review	review	NOUN
ertr-727	59	44	of	of	ADP
ertr-727	59	45	extant	extant	ADJ
ertr-727	59	46	literature	literature	NOUN
ertr-727	59	47	,	,	PUNCT
ertr-727	59	48	holding	hold	VERB
ertr-727	59	49	expert	expert	ADJ
ertr-727	59	50	interviews	interview	NOUN
ertr-727	59	51	with	with	ADP
ertr-727	59	52	twelve	twelve	NUM
ertr-727	59	53	senior	senior	ADJ
ertr-727	59	54	executives	executive	NOUN
ertr-727	59	55	of	of	ADP
ertr-727	59	56	lcas	lcas	NOUN
ertr-727	59	57	and	and	CCONJ
ertr-727	59	58	eight	eight	NUM
ertr-727	59	59	exploratory	exploratory	ADJ
ertr-727	59	60	interviews	interview	NOUN
ertr-727	59	61	and	and	CCONJ
ertr-727	59	62	one	one	NUM
ertr-727	59	63	focus	focus	NOUN
ertr-727	59	64	group	group	NOUN
ertr-727	59	65	with	with	ADP
ertr-727	59	66	passengers	passenger	NOUN
ertr-727	59	67	.	.	PUNCT
ertr-727	60	1	the	the	DET
ertr-727	60	2	survey	survey	NOUN
ertr-727	60	3	questionnaire	questionnaire	NOUN
ertr-727	60	4	was	be	AUX
ertr-727	60	5	designed	design	VERB
ertr-727	60	6	to	to	PART
ertr-727	60	7	capture	capture	VERB
ertr-727	60	8	both	both	DET
ertr-727	60	9	customer	customer	NOUN
ertr-727	60	10	expectations	expectation	NOUN
ertr-727	60	11	and	and	CCONJ
ertr-727	60	12	experience	experience	NOUN
ertr-727	60	13	and	and	CCONJ
ertr-727	60	14	consisted	consist	VERB
ertr-727	60	15	of	of	ADP
ertr-727	60	16	23	23	NUM
ertr-727	60	17	items	item	NOUN
ertr-727	60	18	covering	cover	VERB
ertr-727	60	19	the	the	DET
ertr-727	60	20	service	service	NOUN
ertr-727	60	21	quality	quality	NOUN
ertr-727	60	22	dimensions	dimension	NOUN
ertr-727	60	23	of	of	ADP
ertr-727	60	24	tangibility	tangibility	NOUN
ertr-727	60	25	,	,	PUNCT
ertr-727	60	26	reliability	reliability	NOUN
ertr-727	60	27	,	,	PUNCT
ertr-727	60	28	assurance	assurance	NOUN
ertr-727	60	29	,	,	PUNCT
ertr-727	60	30	empathy	empathy	NOUN
ertr-727	60	31	,	,	PUNCT
ertr-727	60	32	and	and	CCONJ
ertr-727	60	33	responsiveness	responsiveness	NOUN
ertr-727	60	34	.	.	PUNCT
ertr-727	61	1	for	for	ADP
ertr-727	61	2	example	example	NOUN
ertr-727	61	3	,	,	PUNCT
ertr-727	61	4	to	to	PART
ertr-727	61	5	capture	capture	VERB
ertr-727	61	6	expectations	expectation	NOUN
ertr-727	61	7	,	,	PUNCT
ertr-727	61	8	the	the	DET
ertr-727	61	9	question	question	NOUN
ertr-727	61	10	was	be	AUX
ertr-727	61	11	constructed	construct	VERB
ertr-727	61	12	as	as	SCONJ
ertr-727	61	13	"	"	PUNCT
ertr-727	61	14	lca	lca	PROPN
ertr-727	61	15	should	should	AUX
ertr-727	61	16	maintain	maintain	VERB
ertr-727	61	17	a	a	DET
ertr-727	61	18	required	required	ADJ
ertr-727	61	19	level	level	NOUN
ertr-727	61	20	of	of	ADP
ertr-727	61	21	hygiene	hygiene	NOUN
ertr-727	61	22	in	in	ADP
ertr-727	61	23	the	the	DET
ertr-727	61	24	aircraft	aircraft	NOUN
ertr-727	61	25	during	during	ADP
ertr-727	61	26	its	its	PRON
ertr-727	61	27	flights	flight	NOUN
ertr-727	61	28	,	,	PUNCT
ertr-727	61	29	"	"	PUNCT
ertr-727	61	30	while	while	SCONJ
ertr-727	61	31	the	the	DET
ertr-727	61	32	statement	statement	NOUN
ertr-727	61	33	"	"	PUNCT
ertr-727	61	34	this	this	DET
ertr-727	61	35	lca	lca	PROPN
ertr-727	61	36	maintains	maintain	VERB
ertr-727	61	37	a	a	DET
ertr-727	61	38	required	required	ADJ
ertr-727	61	39	level	level	NOUN
ertr-727	61	40	of	of	ADP
ertr-727	61	41	hygiene	hygiene	NOUN
ertr-727	61	42	in	in	ADP
ertr-727	61	43	the	the	DET
ertr-727	61	44	aircraft	aircraft	NOUN
ertr-727	61	45	during	during	ADP
ertr-727	61	46	its	its	PRON
ertr-727	61	47	flights	flight	NOUN
ertr-727	61	48	"	"	PUNCT
ertr-727	61	49	was	be	AUX
ertr-727	61	50	used	use	VERB
ertr-727	61	51	to	to	PART
ertr-727	61	52	measure	measure	VERB
ertr-727	61	53	the	the	DET
ertr-727	61	54	actual	actual	ADJ
ertr-727	61	55	experience	experience	NOUN
ertr-727	61	56	.	.	PUNCT
ertr-727	62	1	the	the	DET
ertr-727	62	2	survey	survey	NOUN
ertr-727	62	3	employed	employ	VERB
ertr-727	62	4	a	a	DET
ertr-727	62	5	5	5	NUM
ertr-727	62	6	-	-	PUNCT
ertr-727	62	7	point	point	NOUN
ertr-727	62	8	likert	likert	ADJ
ertr-727	62	9	scale	scale	NOUN
ertr-727	62	10	ranging	range	VERB
ertr-727	62	11	from	from	ADP
ertr-727	62	12	strongly	strongly	ADV
ertr-727	62	13	experience	experience	NOUN
ertr-727	62	14	ex	ex	PRON
ertr-727	62	15	p	p	NOUN
ertr-727	62	16	e	e	X
ertr-727	62	17	ct	ct	NUM
ertr-727	62	18	at	at	ADP
ertr-727	62	19	io	io	X
ertr-727	62	20	n	n	PRON
ertr-727	62	21	low	low	ADV
ertr-727	62	22	high	high	ADJ
ertr-727	62	23	high	high	ADJ
ertr-727	62	24	http://ertr.tamu.edu/	http://ertr.tamu.edu/	ADJ
ertr-727	62	25	e	e	NOUN
ertr-727	62	26	-	-	NOUN
ertr-727	62	27	review	review	NOUN
ertr-727	62	28	of	of	ADP
ertr-727	62	29	tourism	tourism	NOUN
ertr-727	62	30	research	research	NOUN
ertr-727	62	31	(	(	PUNCT
ertr-727	62	32	ertr	ertr	NOUN
ertr-727	62	33	)	)	PUNCT
ertr-727	62	34	,	,	PUNCT
ertr-727	62	35	vol	vol	NOUN
ertr-727	62	36	.	.	PROPN
ertr-727	62	37	18	18	NUM
ertr-727	62	38	,	,	PUNCT
ertr-727	62	39	no	no	INTJ
ertr-727	62	40	.	.	NOUN
ertr-727	62	41	3	3	NUM
ertr-727	62	42	,	,	PUNCT
ertr-727	62	43	2020	2020	NUM
ertr-727	62	44	http://ertr.tamu.edu	http://ertr.tamu.edu	NOUN
ertr-727	62	45	381	381	NUM
ertr-727	62	46	issn:1941	issn:1941	ADV
ertr-727	62	47	-	-	PUNCT
ertr-727	62	48	5842	5842	NUM
ertr-727	62	49	agree	agree	NOUN
ertr-727	62	50	(	(	PUNCT
ertr-727	62	51	5	5	NUM
ertr-727	62	52	)	)	PUNCT
ertr-727	62	53	to	to	PART
ertr-727	62	54	strongly	strongly	ADV
ertr-727	62	55	disagree	disagree	VERB
ertr-727	62	56	(	(	PUNCT
ertr-727	62	57	1	1	NUM
ertr-727	62	58	)	)	PUNCT
ertr-727	62	59	to	to	PART
ertr-727	62	60	gather	gather	VERB
ertr-727	62	61	lca	lca	PROPN
ertr-727	62	62	business	business	PROPN
ertr-727	62	63	passengers	passenger	NOUN
ertr-727	62	64	'	'	PART
ertr-727	62	65	expectations	expectation	NOUN
ertr-727	62	66	and	and	CCONJ
ertr-727	62	67	experience	experience	NOUN
ertr-727	62	68	.	.	PUNCT
ertr-727	63	1	the	the	DET
ertr-727	63	2	data	datum	NOUN
ertr-727	63	3	for	for	ADP
ertr-727	63	4	the	the	DET
ertr-727	63	5	study	study	NOUN
ertr-727	63	6	was	be	AUX
ertr-727	63	7	collected	collect	VERB
ertr-727	63	8	from	from	ADP
ertr-727	63	9	business	business	NOUN
ertr-727	63	10	passengers	passenger	NOUN
ertr-727	63	11	who	who	PRON
ertr-727	63	12	used	use	VERB
ertr-727	63	13	an	an	DET
ertr-727	63	14	lca	lca	NOUN
ertr-727	63	15	to	to	PART
ertr-727	63	16	travel	travel	VERB
ertr-727	63	17	to	to	ADP
ertr-727	63	18	or	or	CCONJ
ertr-727	63	19	from	from	ADP
ertr-727	63	20	the	the	DET
ertr-727	63	21	dubai	dubai	PROPN
ertr-727	63	22	airport	airport	PROPN
ertr-727	63	23	terminal	terminal	PROPN
ertr-727	63	24	2	2	NUM
ertr-727	63	25	,	,	PUNCT
ertr-727	63	26	one	one	NUM
ertr-727	63	27	of	of	ADP
ertr-727	63	28	the	the	DET
ertr-727	63	29	world	world	NOUN
ertr-727	63	30	's	's	PART
ertr-727	63	31	busiest	busy	ADJ
ertr-727	63	32	airports	airport	NOUN
ertr-727	63	33	by	by	ADP
ertr-727	63	34	international	international	ADJ
ertr-727	63	35	passenger	passenger	NOUN
ertr-727	63	36	traffic	traffic	NOUN
ertr-727	63	37	and	and	CCONJ
ertr-727	63	38	a	a	DET
ertr-727	63	39	leading	lead	VERB
ertr-727	63	40	hub	hub	NOUN
ertr-727	63	41	for	for	ADP
ertr-727	63	42	lca	lca	PROPN
ertr-727	63	43	.	.	PUNCT
ertr-727	64	1	the	the	DET
ertr-727	64	2	survey	survey	NOUN
ertr-727	64	3	received	receive	VERB
ertr-727	64	4	a	a	DET
ertr-727	64	5	total	total	NOUN
ertr-727	64	6	of	of	ADP
ertr-727	64	7	142	142	NUM
ertr-727	64	8	usable	usable	ADJ
ertr-727	64	9	responses	response	NOUN
ertr-727	64	10	from	from	ADP
ertr-727	64	11	business	business	NOUN
ertr-727	64	12	travelers	traveler	NOUN
ertr-727	64	13	from	from	ADP
ertr-727	64	14	over	over	ADP
ertr-727	64	15	30	30	NUM
ertr-727	64	16	countries	country	NOUN
ertr-727	64	17	traveling	travel	VERB
ertr-727	64	18	in	in	ADP
ertr-727	64	19	12	12	NUM
ertr-727	64	20	lcas	lcas	NOUN
ertr-727	64	21	.	.	PUNCT
ertr-727	65	1	the	the	DET
ertr-727	65	2	demographic	demographic	ADJ
ertr-727	65	3	details	detail	NOUN
ertr-727	65	4	of	of	ADP
ertr-727	65	5	the	the	DET
ertr-727	65	6	survey	survey	NOUN
ertr-727	65	7	participants	participant	NOUN
ertr-727	65	8	are	be	AUX
ertr-727	65	9	provided	provide	VERB
ertr-727	65	10	in	in	ADP
ertr-727	65	11	table	table	NOUN
ertr-727	65	12	1	1	NUM
ertr-727	65	13	.	.	PUNCT
ertr-727	65	14	table	table	NOUN
ertr-727	65	15	1	1	NUM
ertr-727	65	16	demographic	demographic	ADJ
ertr-727	65	17	profile	profile	NOUN
ertr-727	65	18	of	of	ADP
ertr-727	65	19	business	business	NOUN
ertr-727	65	20	travelers	traveler	NOUN
ertr-727	65	21	respondents	respondent	NOUN
ertr-727	65	22	'	'	PART
ertr-727	65	23	characteristics	characteristic	NOUN
ertr-727	65	24	frequency	frequency	NOUN
ertr-727	65	25	percent	percent	NOUN
ertr-727	65	26	gender	gender	NOUN
ertr-727	65	27	male	male	NOUN
ertr-727	65	28	119	119	NUM
ertr-727	65	29	83.80	83.80	NUM
ertr-727	65	30	%	%	NOUN
ertr-727	65	31	female	female	ADJ
ertr-727	65	32	23	23	NUM
ertr-727	65	33	16.20	16.20	NUM
ertr-727	65	34	%	%	NOUN
ertr-727	65	35	age	age	NOUN
ertr-727	65	36	18	18	NUM
ertr-727	65	37	-	-	SYM
ertr-727	65	38	24	24	NUM
ertr-727	65	39	23	23	NUM
ertr-727	65	40	16.20	16.20	NUM
ertr-727	65	41	%	%	NOUN
ertr-727	65	42	25	25	NUM
ertr-727	65	43	-	-	SYM
ertr-727	65	44	34	34	NUM
ertr-727	65	45	52	52	NUM
ertr-727	65	46	36.60	36.60	NUM
ertr-727	65	47	%	%	NOUN
ertr-727	65	48	35	35	NUM
ertr-727	65	49	-	-	SYM
ertr-727	65	50	44	44	NUM
ertr-727	65	51	37	37	NUM
ertr-727	65	52	26.10	26.10	NUM
ertr-727	65	53	%	%	NOUN
ertr-727	65	54	45	45	NUM
ertr-727	65	55	-	-	SYM
ertr-727	65	56	54	54	NUM
ertr-727	65	57	17	17	NUM
ertr-727	65	58	12.00	12.00	NUM
ertr-727	65	59	%	%	NOUN
ertr-727	65	60	55	55	NUM
ertr-727	65	61	and	and	CCONJ
ertr-727	65	62	above	above	ADP
ertr-727	65	63	13	13	NUM
ertr-727	65	64	9.20	9.20	NUM
ertr-727	65	65	%	%	NOUN
ertr-727	65	66	annual	annual	ADJ
ertr-727	65	67	income	income	NOUN
ertr-727	65	68	in	in	ADP
ertr-727	65	69	aed	aed	NOUN
ertr-727	65	70	less	less	ADJ
ertr-727	65	71	than	than	ADP
ertr-727	65	72	15,000	15,000	NUM
ertr-727	65	73	22	22	NUM
ertr-727	65	74	15.50	15.50	NUM
ertr-727	65	75	%	%	NOUN
ertr-727	65	76	15,001	15,001	NUM
ertr-727	65	77	-	-	SYM
ertr-727	65	78	25,000	25,000	NUM
ertr-727	65	79	19	19	NUM
ertr-727	65	80	13.40	13.40	NUM
ertr-727	65	81	%	%	NOUN
ertr-727	65	82	25,001	25,001	NUM
ertr-727	65	83	-	-	SYM
ertr-727	65	84	35,000	35,000	NUM
ertr-727	65	85	12	12	NUM
ertr-727	65	86	8.50	8.50	NUM
ertr-727	65	87	%	%	NOUN
ertr-727	65	88	35,001	35,001	NUM
ertr-727	65	89	-	-	SYM
ertr-727	65	90	45,000	45,000	NUM
ertr-727	65	91	20	20	NUM
ertr-727	65	92	14.10	14.10	NUM
ertr-727	65	93	%	%	NOUN
ertr-727	65	94	45,001	45,001	NUM
ertr-727	65	95	or	or	CCONJ
ertr-727	65	96	above	above	ADP
ertr-727	65	97	69	69	NUM
ertr-727	65	98	48.60	48.60	NUM
ertr-727	65	99	%	%	NOUN
ertr-727	65	100	http://ertr.tamu.edu/	http://ertr.tamu.edu/	NOUN
ertr-727	65	101	e	e	NOUN
ertr-727	65	102	-	-	NOUN
ertr-727	65	103	review	review	NOUN
ertr-727	65	104	of	of	ADP
ertr-727	65	105	tourism	tourism	NOUN
ertr-727	65	106	research	research	NOUN
ertr-727	65	107	(	(	PUNCT
ertr-727	65	108	ertr	ertr	NOUN
ertr-727	65	109	)	)	PUNCT
ertr-727	65	110	,	,	PUNCT
ertr-727	65	111	vol	vol	NOUN
ertr-727	65	112	.	.	PROPN
ertr-727	65	113	18	18	NUM
ertr-727	65	114	,	,	PUNCT
ertr-727	65	115	no	no	INTJ
ertr-727	65	116	.	.	NOUN
ertr-727	65	117	3	3	NUM
ertr-727	65	118	,	,	PUNCT
ertr-727	65	119	2020	2020	NUM
ertr-727	65	120	http://ertr.tamu.edu	http://ertr.tamu.edu	ADP
ertr-727	65	121	382	382	NUM
ertr-727	65	122	issn:1941	issn:1941	ADJ
ertr-727	65	123	-	-	PUNCT
ertr-727	65	124	5842	5842	NUM
ertr-727	65	125	analysis	analysis	NOUN
ertr-727	65	126	and	and	CCONJ
ertr-727	65	127	findings	finding	NOUN
ertr-727	65	128	due	due	ADP
ertr-727	65	129	to	to	ADP
ertr-727	65	130	the	the	DET
ertr-727	65	131	self	self	NOUN
ertr-727	65	132	-	-	PUNCT
ertr-727	65	133	administered	administer	VERB
ertr-727	65	134	nature	nature	NOUN
ertr-727	65	135	of	of	ADP
ertr-727	65	136	the	the	DET
ertr-727	65	137	data	data	NOUN
ertr-727	65	138	collection	collection	NOUN
ertr-727	65	139	method	method	NOUN
ertr-727	65	140	used	use	VERB
ertr-727	65	141	in	in	ADP
ertr-727	65	142	the	the	DET
ertr-727	65	143	study	study	NOUN
ertr-727	65	144	,	,	PUNCT
ertr-727	65	145	before	before	ADP
ertr-727	65	146	proceeding	proceed	VERB
ertr-727	65	147	with	with	ADP
ertr-727	65	148	the	the	DET
ertr-727	65	149	main	main	ADJ
ertr-727	65	150	analysis	analysis	NOUN
ertr-727	65	151	,	,	PUNCT
ertr-727	65	152	it	it	PRON
ertr-727	65	153	was	be	AUX
ertr-727	65	154	required	require	VERB
ertr-727	65	155	to	to	PART
ertr-727	65	156	check	check	VERB
ertr-727	65	157	the	the	DET
ertr-727	65	158	common	common	ADJ
ertr-727	65	159	method	method	NOUN
ertr-727	65	160	bias	bias	NOUN
ertr-727	65	161	(	(	PUNCT
ertr-727	65	162	cmb	cmb	PROPN
ertr-727	65	163	)	)	PUNCT
ertr-727	65	164	in	in	ADP
ertr-727	65	165	the	the	DET
ertr-727	65	166	study	study	NOUN
ertr-727	65	167	.	.	PUNCT
ertr-727	66	1	cmb	cmb	PROPN
ertr-727	66	2	is	be	AUX
ertr-727	66	3	a	a	DET
ertr-727	66	4	problem	problem	NOUN
ertr-727	66	5	that	that	PRON
ertr-727	66	6	occurs	occur	VERB
ertr-727	66	7	when	when	SCONJ
ertr-727	66	8	one	one	NUM
ertr-727	66	9	respondent	respondent	NOUN
ertr-727	66	10	answers	answer	VERB
ertr-727	66	11	all	all	PRON
ertr-727	66	12	of	of	ADP
ertr-727	66	13	the	the	DET
ertr-727	66	14	self	self	NOUN
ertr-727	66	15	-	-	PUNCT
ertr-727	66	16	reported	report	VERB
ertr-727	66	17	questionnaires	questionnaire	NOUN
ertr-727	66	18	involving	involve	VERB
ertr-727	66	19	multiple	multiple	ADJ
ertr-727	66	20	constructs	construct	NOUN
ertr-727	66	21	(	(	PUNCT
ertr-727	66	22	al	al	PROPN
ertr-727	66	23	ahbabi	ahbabi	PROPN
ertr-727	66	24	et	et	PROPN
ertr-727	66	25	al	al	PROPN
ertr-727	66	26	.	.	PROPN
ertr-727	66	27	,	,	PUNCT
ertr-727	66	28	2019	2019	NUM
ertr-727	66	29	)	)	PUNCT
ertr-727	66	30	.	.	PUNCT
ertr-727	67	1	the	the	DET
ertr-727	67	2	famous	famous	ADJ
ertr-727	67	3	harman	harman	PROPN
ertr-727	67	4	's	's	PART
ertr-727	67	5	onefactor	onefactor	ADJ
ertr-727	67	6	exploratory	exploratory	ADJ
ertr-727	67	7	factor	factor	NOUN
ertr-727	67	8	analysis	analysis	NOUN
ertr-727	67	9	,	,	PUNCT
ertr-727	67	10	wherein	wherein	SCONJ
ertr-727	67	11	all	all	DET
ertr-727	67	12	the	the	DET
ertr-727	67	13	23	23	NUM
ertr-727	67	14	factors	factor	NOUN
ertr-727	67	15	were	be	AUX
ertr-727	67	16	forcibly	forcibly	ADV
ertr-727	67	17	loaded	load	VERB
ertr-727	67	18	into	into	ADP
ertr-727	67	19	one	one	NUM
ertr-727	67	20	-	-	PUNCT
ertr-727	67	21	factor	factor	NOUN
ertr-727	67	22	,	,	PUNCT
ertr-727	67	23	was	be	AUX
ertr-727	67	24	used	use	VERB
ertr-727	67	25	in	in	ADP
ertr-727	67	26	this	this	DET
ertr-727	67	27	study	study	NOUN
ertr-727	67	28	(	(	PUNCT
ertr-727	67	29	podsakoff	podsakoff	NOUN
ertr-727	67	30	et	et	PROPN
ertr-727	67	31	al	al	PROPN
ertr-727	67	32	.	.	PROPN
ertr-727	67	33	,	,	PUNCT
ertr-727	67	34	2003	2003	NUM
ertr-727	67	35	)	)	PUNCT
ertr-727	67	36	.	.	PUNCT
ertr-727	68	1	the	the	DET
ertr-727	68	2	one	one	NUM
ertr-727	68	3	-	-	PUNCT
ertr-727	68	4	factor	factor	NOUN
ertr-727	68	5	solution	solution	NOUN
ertr-727	68	6	only	only	ADV
ertr-727	68	7	explained	explain	VERB
ertr-727	68	8	40.8	40.8	NUM
ertr-727	68	9	%	%	NOUN
ertr-727	68	10	and	and	CCONJ
ertr-727	68	11	40.7	40.7	NUM
ertr-727	68	12	%	%	NOUN
ertr-727	68	13	of	of	ADP
ertr-727	68	14	the	the	DET
ertr-727	68	15	total	total	ADJ
ertr-727	68	16	variance	variance	NOUN
ertr-727	68	17	for	for	ADP
ertr-727	68	18	expectations	expectation	NOUN
ertr-727	68	19	and	and	CCONJ
ertr-727	68	20	experience	experience	NOUN
ertr-727	68	21	,	,	PUNCT
ertr-727	68	22	respectively	respectively	ADV
ertr-727	68	23	,	,	PUNCT
ertr-727	68	24	which	which	PRON
ertr-727	68	25	is	be	AUX
ertr-727	68	26	well	well	ADV
ertr-727	68	27	less	less	ADJ
ertr-727	68	28	than	than	ADP
ertr-727	68	29	the	the	DET
ertr-727	68	30	50	50	NUM
ertr-727	68	31	%	%	NOUN
ertr-727	68	32	upper	upper	ADJ
ertr-727	68	33	limit	limit	NOUN
ertr-727	68	34	threshold	threshold	NOUN
ertr-727	68	35	,	,	PUNCT
ertr-727	68	36	thereby	thereby	ADV
ertr-727	68	37	indicating	indicate	VERB
ertr-727	68	38	that	that	SCONJ
ertr-727	68	39	common	common	ADJ
ertr-727	68	40	method	method	NOUN
ertr-727	68	41	bias	bias	NOUN
ertr-727	68	42	was	be	AUX
ertr-727	68	43	not	not	PART
ertr-727	68	44	a	a	DET
ertr-727	68	45	concern	concern	NOUN
ertr-727	68	46	in	in	ADP
ertr-727	68	47	this	this	DET
ertr-727	68	48	study	study	NOUN
ertr-727	68	49	.	.	PUNCT
ertr-727	69	1	next	next	ADV
ertr-727	69	2	,	,	PUNCT
ertr-727	69	3	we	we	PRON
ertr-727	69	4	assessed	assess	VERB
ertr-727	69	5	the	the	DET
ertr-727	69	6	structural	structural	ADJ
ertr-727	69	7	validity	validity	NOUN
ertr-727	69	8	of	of	ADP
ertr-727	69	9	the	the	DET
ertr-727	69	10	5	5	NUM
ertr-727	69	11	-	-	PUNCT
ertr-727	69	12	factor	factor	NOUN
ertr-727	69	13	model	model	NOUN
ertr-727	69	14	and	and	CCONJ
ertr-727	69	15	reliability	reliability	NOUN
ertr-727	69	16	of	of	ADP
ertr-727	69	17	the	the	DET
ertr-727	69	18	constructs	construct	NOUN
ertr-727	69	19	separately	separately	ADV
ertr-727	69	20	for	for	ADP
ertr-727	69	21	expectations	expectation	NOUN
ertr-727	69	22	and	and	CCONJ
ertr-727	69	23	experience	experience	NOUN
ertr-727	69	24	using	use	VERB
ertr-727	69	25	confirmatory	confirmatory	ADJ
ertr-727	69	26	factor	factor	NOUN
ertr-727	69	27	analysis	analysis	NOUN
ertr-727	69	28	(	(	PUNCT
ertr-727	69	29	cfa	cfa	NOUN
ertr-727	69	30	)	)	PUNCT
ertr-727	69	31	and	and	CCONJ
ertr-727	69	32	determination	determination	NOUN
ertr-727	69	33	of	of	ADP
ertr-727	69	34	cronbach	cronbach	NOUN
ertr-727	69	35	's	's	PART
ertr-727	69	36	alpha	alpha	ADJ
ertr-727	69	37	coefficient	coefficient	NOUN
ertr-727	69	38	(	(	PUNCT
ertr-727	69	39	α	α	NOUN
ertr-727	69	40	)	)	PUNCT
ertr-727	69	41	(	(	PUNCT
ertr-727	69	42	see	see	VERB
ertr-727	69	43	table	table	NOUN
ertr-727	69	44	2	2	NUM
ertr-727	69	45	)	)	PUNCT
ertr-727	69	46	.	.	PUNCT
ertr-727	70	1	the	the	DET
ertr-727	70	2	model	model	NOUN
ertr-727	70	3	fit	fit	PROPN
ertr-727	70	4	statistics	statistic	NOUN
ertr-727	70	5	in	in	ADP
ertr-727	70	6	the	the	DET
ertr-727	70	7	acceptance	acceptance	NOUN
ertr-727	70	8	range	range	NOUN
ertr-727	70	9	(	(	PUNCT
ertr-727	70	10	bagozzi	bagozzi	NOUN
ertr-727	70	11	and	and	CCONJ
ertr-727	70	12	yi	yi	NOUN
ertr-727	70	13	,	,	PUNCT
ertr-727	70	14	1988	1988	NUM
ertr-727	70	15	)	)	PUNCT
ertr-727	70	16	suggested	suggest	VERB
ertr-727	70	17	that	that	SCONJ
ertr-727	70	18	the	the	DET
ertr-727	70	19	data	datum	NOUN
ertr-727	70	20	fit	fit	VERB
ertr-727	70	21	the	the	DET
ertr-727	70	22	measurement	measurement	NOUN
ertr-727	70	23	model	model	NOUN
ertr-727	70	24	reasonably	reasonably	ADV
ertr-727	70	25	well	well	ADV
ertr-727	70	26	for	for	ADP
ertr-727	70	27	both	both	DET
ertr-727	70	28	expectations	expectation	NOUN
ertr-727	70	29	(	(	PUNCT
ertr-727	70	30	χ²/df=1.907	χ²/df=1.907	X
ertr-727	70	31	,	,	PUNCT
ertr-727	70	32	gfi=0.86	gfi=0.86	PROPN
ertr-727	70	33	;	;	PUNCT
ertr-727	70	34	cfi=0.88	cfi=0.88	PROPN
ertr-727	70	35	;	;	PUNCT
ertr-727	70	36	tli=0.87	tli=0.87	PROPN
ertr-727	70	37	;	;	PUNCT
ertr-727	70	38	rmsea=0.08	rmsea=0.08	NOUN
ertr-727	70	39	)	)	PUNCT
ertr-727	70	40	and	and	CCONJ
ertr-727	70	41	experience	experience	NOUN
ertr-727	70	42	(	(	PUNCT
ertr-727	70	43	χ²/df=1.546	χ²/df=1.546	NUM
ertr-727	70	44	,	,	PUNCT
ertr-727	70	45	gfi=0.88	gfi=0.88	PROPN
ertr-727	70	46	;	;	PUNCT
ertr-727	70	47	cfi=0.93	cfi=0.93	PROPN
ertr-727	70	48	;	;	PUNCT
ertr-727	70	49	tli=0.91	tli=0.91	PROPN
ertr-727	70	50	;	;	PUNCT
ertr-727	70	51	rmsea=0.07	rmsea=0.07	NOUN
ertr-727	70	52	)	)	PUNCT
ertr-727	70	53	.	.	PUNCT
ertr-727	71	1	as	as	SCONJ
ertr-727	71	2	seen	see	VERB
ertr-727	71	3	in	in	ADP
ertr-727	71	4	table	table	NOUN
ertr-727	71	5	2	2	NUM
ertr-727	71	6	,	,	PUNCT
ertr-727	71	7	the	the	DET
ertr-727	71	8	confirmatory	confirmatory	ADJ
ertr-727	71	9	factor	factor	NOUN
ertr-727	71	10	loadings	loading	NOUN
ertr-727	71	11	for	for	ADP
ertr-727	71	12	all	all	DET
ertr-727	71	13	the	the	DET
ertr-727	71	14	items	item	NOUN
ertr-727	71	15	were	be	AUX
ertr-727	71	16	above	above	ADP
ertr-727	71	17	the	the	DET
ertr-727	71	18	recommended	recommend	VERB
ertr-727	71	19	threshold	threshold	NOUN
ertr-727	71	20	of	of	ADP
ertr-727	71	21	0.5	0.5	NUM
ertr-727	71	22	and	and	CCONJ
ertr-727	71	23	significant	significant	ADJ
ertr-727	71	24	at	at	ADP
ertr-727	71	25	p	p	X
ertr-727	71	26	<	<	X
ertr-727	71	27	0.001	0.001	NUM
ertr-727	71	28	,	,	PUNCT
ertr-727	71	29	demonstrating	demonstrate	VERB
ertr-727	71	30	strong	strong	ADJ
ertr-727	71	31	convergent	convergent	NOUN
ertr-727	71	32	validity	validity	NOUN
ertr-727	71	33	(	(	PUNCT
ertr-727	71	34	anderson	anderson	PROPN
ertr-727	71	35	and	and	CCONJ
ertr-727	71	36	gerbing	gerbing	NOUN
ertr-727	71	37	,	,	PUNCT
ertr-727	71	38	1988	1988	NUM
ertr-727	71	39	)	)	PUNCT
ertr-727	71	40	.	.	PUNCT
ertr-727	72	1	finally	finally	ADV
ertr-727	72	2	,	,	PUNCT
ertr-727	72	3	as	as	SCONJ
ertr-727	72	4	seen	see	VERB
ertr-727	72	5	in	in	ADP
ertr-727	72	6	table	table	NOUN
ertr-727	72	7	2	2	NUM
ertr-727	72	8	,	,	PUNCT
ertr-727	72	9	the	the	DET
ertr-727	72	10	cronbach	cronbach	NOUN
ertr-727	72	11	's	's	PART
ertr-727	72	12	alpha	alpha	NOUN
ertr-727	72	13	was	be	AUX
ertr-727	72	14	significantly	significantly	ADV
ertr-727	72	15	greater	great	ADJ
ertr-727	72	16	than	than	ADP
ertr-727	72	17	the	the	DET
ertr-727	72	18	0.7	0.7	NUM
ertr-727	72	19	,	,	PUNCT
ertr-727	72	20	indicating	indicate	VERB
ertr-727	72	21	good	good	ADJ
ertr-727	72	22	reliability	reliability	NOUN
ertr-727	72	23	of	of	ADP
ertr-727	72	24	constructs	construct	NOUN
ertr-727	72	25	(	(	PUNCT
ertr-727	72	26	nunnally	nunnally	NOUN
ertr-727	72	27	and	and	CCONJ
ertr-727	72	28	bernstein	bernstein	PROPN
ertr-727	72	29	,	,	PUNCT
ertr-727	72	30	1994	1994	NUM
ertr-727	72	31	)	)	PUNCT
ertr-727	72	32	.	.	PUNCT
ertr-727	73	1	http://ertr.tamu.edu/	http://ertr.tamu.edu/	PROPN
ertr-727	74	1	e	e	X
ertr-727	74	2	-	-	NOUN
ertr-727	74	3	review	review	NOUN
ertr-727	74	4	of	of	ADP
ertr-727	74	5	tourism	tourism	NOUN
ertr-727	74	6	research	research	NOUN
ertr-727	74	7	(	(	PUNCT
ertr-727	74	8	ertr	ertr	NOUN
ertr-727	74	9	)	)	PUNCT
ertr-727	74	10	,	,	PUNCT
ertr-727	74	11	vol	vol	NOUN
ertr-727	74	12	.	.	PROPN
ertr-727	74	13	18	18	NUM
ertr-727	74	14	,	,	PUNCT
ertr-727	74	15	no	no	INTJ
ertr-727	74	16	.	.	NOUN
ertr-727	74	17	3	3	NUM
ertr-727	74	18	,	,	PUNCT
ertr-727	74	19	2020	2020	NUM
ertr-727	74	20	http://ertr.tamu.edu	http://ertr.tamu.edu	ADP
ertr-727	74	21	383	383	NUM
ertr-727	74	22	issn:1941	issn:1941	ADJ
ertr-727	74	23	-	-	PUNCT
ertr-727	74	24	5842	5842	NUM
ertr-727	74	25	table	table	NOUN
ertr-727	74	26	2	2	NUM
ertr-727	74	27	:	:	PUNCT
ertr-727	74	28	confirmatory	confirmatory	NOUN
ertr-727	74	29	factor	factor	NOUN
ertr-727	74	30	loadings	loading	NOUN
ertr-727	74	31	and	and	CCONJ
ertr-727	74	32	reliability	reliability	NOUN
ertr-727	74	33	factors	factor	NOUN
ertr-727	74	34	and	and	CCONJ
ertr-727	74	35	items	item	NOUN
ertr-727	74	36	expectations	expectation	NOUN
ertr-727	74	37	experience	experience	NOUN
ertr-727	74	38	factor	factor	NOUN
ertr-727	74	39	loading	loading	NOUN
ertr-727	74	40	cronbach	cronbach	NOUN
ertr-727	74	41	's	's	PART
ertr-727	74	42	alpha	alpha	NOUN
ertr-727	74	43	(	(	PUNCT
ertr-727	74	44	α	α	NOUN
ertr-727	74	45	)	)	PUNCT
ertr-727	74	46	factor	factor	NOUN
ertr-727	74	47	loading	loading	NOUN
ertr-727	74	48	cronbach	cronbach	NOUN
ertr-727	74	49	's	's	PART
ertr-727	74	50	alpha	alpha	NOUN
ertr-727	74	51	(	(	PUNCT
ertr-727	74	52	α	α	NOUN
ertr-727	74	53	)	)	PUNCT
ertr-727	74	54	tangibility	tangibility	NOUN
ertr-727	74	55	t1	t1	NOUN
ertr-727	74	56	lcas	lcas	PROPN
ertr-727	74	57	should	should	AUX
ertr-727	74	58	have	have	VERB
ertr-727	74	59	modern	modern	ADJ
ertr-727	74	60	aircrafts	aircraft	NOUN
ertr-727	74	61	0.566	0.566	NUM
ertr-727	74	62	0.749	0.749	NUM
ertr-727	74	63	0.501	0.501	NUM
ertr-727	74	64	0.797	0.797	NUM
ertr-727	74	65	t2	t2	PROPN
ertr-727	74	66	the	the	DET
ertr-727	74	67	physical	physical	ADJ
ertr-727	74	68	facilities	facility	NOUN
ertr-727	74	69	inside	inside	ADP
ertr-727	74	70	the	the	DET
ertr-727	74	71	aircraft	aircraft	NOUN
ertr-727	74	72	should	should	AUX
ertr-727	74	73	be	be	AUX
ertr-727	74	74	good	good	ADJ
ertr-727	74	75	0.577	0.577	NUM
ertr-727	74	76	0.649	0.649	NUM
ertr-727	74	77	t3	t3	NOUN
ertr-727	74	78	lcas	lcas	NOUN
ertr-727	74	79	should	should	AUX
ertr-727	74	80	give	give	VERB
ertr-727	74	81	clear	clear	ADJ
ertr-727	74	82	information	information	NOUN
ertr-727	74	83	to	to	ADP
ertr-727	74	84	its	its	PRON
ertr-727	74	85	passengers	passenger	NOUN
ertr-727	74	86	regarding	regard	VERB
ertr-727	74	87	policies	policy	NOUN
ertr-727	74	88	,	,	PUNCT
ertr-727	74	89	timings	timing	NOUN
ertr-727	74	90	,	,	PUNCT
ertr-727	74	91	offers	offer	NOUN
ertr-727	74	92	,	,	PUNCT
ertr-727	74	93	and	and	CCONJ
ertr-727	74	94	any	any	DET
ertr-727	74	95	changes	change	NOUN
ertr-727	74	96	made	make	VERB
ertr-727	74	97	0.580	0.580	NUM
ertr-727	74	98	0.640	0.640	NUM
ertr-727	74	99	t4	t4	PROPN
ertr-727	74	100	lcas	lcas	NOUN
ertr-727	74	101	should	should	AUX
ertr-727	74	102	pay	pay	VERB
ertr-727	74	103	careful	careful	ADJ
ertr-727	74	104	attention	attention	NOUN
ertr-727	74	105	to	to	ADP
ertr-727	74	106	the	the	DET
ertr-727	74	107	safety	safety	NOUN
ertr-727	74	108	of	of	ADP
ertr-727	74	109	the	the	DET
ertr-727	74	110	aircraft	aircraft	NOUN
ertr-727	74	111	0.732	0.732	NUM
ertr-727	74	112	0.771	0.771	NUM
ertr-727	74	113	t5	t5	PROPN
ertr-727	74	114	lca	lca	PROPN
ertr-727	74	115	should	should	AUX
ertr-727	74	116	maintain	maintain	VERB
ertr-727	74	117	a	a	DET
ertr-727	74	118	required	required	ADJ
ertr-727	74	119	level	level	NOUN
ertr-727	74	120	of	of	ADP
ertr-727	74	121	hygiene	hygiene	NOUN
ertr-727	74	122	(	(	PUNCT
ertr-727	74	123	cleanliness	cleanliness	NOUN
ertr-727	74	124	)	)	PUNCT
ertr-727	74	125	in	in	ADP
ertr-727	74	126	the	the	DET
ertr-727	74	127	aircraft	aircraft	NOUN
ertr-727	74	128	0.546	0.546	NUM
ertr-727	74	129	0.676	0.676	NUM
ertr-727	74	130	t6	t6	PROPN
ertr-727	74	131	employees	employee	NOUN
ertr-727	74	132	should	should	AUX
ertr-727	74	133	all	all	PRON
ertr-727	74	134	appear	appear	VERB
ertr-727	74	135	professionally	professionally	ADV
ertr-727	74	136	dressed	dress	VERB
ertr-727	74	137	0.556	0.556	NUM
ertr-727	74	138	0.669	0.669	NUM
ertr-727	74	139	reliability	reliability	NOUN
ertr-727	74	140	r1	r1	PROPN
ertr-727	74	141	lca	lca	PROPN
ertr-727	74	142	’s	’s	PART
ertr-727	74	143	should	should	AUX
ertr-727	74	144	keep	keep	VERB
ertr-727	74	145	up	up	ADP
ertr-727	74	146	to	to	ADP
ertr-727	74	147	their	their	PRON
ertr-727	74	148	promise	promise	NOUN
ertr-727	74	149	0.704	0.704	NUM
ertr-727	74	150	0.851	0.851	NUM
ertr-727	74	151	0.672	0.672	NUM
ertr-727	74	152	0.804	0.804	NUM
ertr-727	74	153	r2	r2	NOUN
ertr-727	74	154	the	the	DET
ertr-727	74	155	passengers	passenger	NOUN
ertr-727	74	156	should	should	AUX
ertr-727	74	157	feel	feel	VERB
ertr-727	74	158	safe	safe	ADJ
ertr-727	74	159	and	and	CCONJ
ertr-727	74	160	secure	secure	ADJ
ertr-727	74	161	when	when	SCONJ
ertr-727	74	162	dealing	deal	VERB
ertr-727	74	163	with	with	ADP
ertr-727	74	164	the	the	DET
ertr-727	74	165	airline	airline	NOUN
ertr-727	74	166	and	and	CCONJ
ertr-727	74	167	its	its	PRON
ertr-727	74	168	staff	staff	NOUN
ertr-727	74	169	0.677	0.677	NUM
ertr-727	74	170	0.673	0.673	NUM
ertr-727	74	171	r3	r3	PROPN
ertr-727	74	172	lca	lca	PROPN
ertr-727	74	173	should	should	AUX
ertr-727	74	174	give	give	VERB
ertr-727	74	175	priority	priority	NOUN
ertr-727	74	176	to	to	ADP
ertr-727	74	177	on	on	ADP
ertr-727	74	178	-	-	PUNCT
ertr-727	74	179	time	time	NOUN
ertr-727	74	180	performance	performance	NOUN
ertr-727	74	181	0.652	0.652	NUM
ertr-727	74	182	0.606	0.606	NUM
ertr-727	74	183	r4	r4	VERB
ertr-727	74	184	the	the	DET
ertr-727	74	185	staff	staff	NOUN
ertr-727	74	186	of	of	ADP
ertr-727	74	187	the	the	DET
ertr-727	74	188	airline	airline	NOUN
ertr-727	74	189	should	should	AUX
ertr-727	74	190	perform	perform	VERB
ertr-727	74	191	their	their	PRON
ertr-727	74	192	tasks	task	NOUN
ertr-727	74	193	correctly	correctly	ADV
ertr-727	74	194	0.782	0.782	NUM
ertr-727	74	195	0.661	0.661	NUM
ertr-727	74	196	r5	r5	PROPN
ertr-727	74	197	the	the	DET
ertr-727	74	198	website	website	NOUN
ertr-727	74	199	of	of	ADP
ertr-727	74	200	the	the	DET
ertr-727	74	201	airline	airline	NOUN
ertr-727	74	202	should	should	AUX
ertr-727	74	203	provide	provide	VERB
ertr-727	74	204	accurate	accurate	ADJ
ertr-727	74	205	information	information	NOUN
ertr-727	74	206	0.686	0.686	NUM
ertr-727	74	207	0.670	0.670	NUM
ertr-727	74	208	r6	r6	NOUN
ertr-727	74	209	the	the	DET
ertr-727	74	210	luggage	luggage	NOUN
ertr-727	74	211	should	should	AUX
ertr-727	74	212	be	be	AUX
ertr-727	74	213	received	receive	VERB
ertr-727	74	214	on	on	ADP
ertr-727	74	215	time	time	NOUN
ertr-727	74	216	without	without	ADP
ertr-727	74	217	any	any	DET
ertr-727	74	218	delays	delay	NOUN
ertr-727	74	219	0.689	0.689	NUM
ertr-727	74	220	0.581	0.581	NUM
ertr-727	74	221	assurance	assurance	NOUN
ertr-727	74	222	a1	a1	NOUN
ertr-727	74	223	employees	employee	NOUN
ertr-727	74	224	should	should	AUX
ertr-727	74	225	be	be	AUX
ertr-727	74	226	friendly	friendly	ADJ
ertr-727	74	227	and	and	CCONJ
ertr-727	74	228	accessible	accessible	ADJ
ertr-727	74	229	to	to	PART
ertr-727	74	230	assist	assist	VERB
ertr-727	74	231	customers	customer	NOUN
ertr-727	74	232	0.818	0.818	NUM
ertr-727	74	233	0.846	0.846	NUM
ertr-727	74	234	0.772	0.772	NUM
ertr-727	74	235	0.814	0.814	NUM
ertr-727	74	236	a2	a2	NOUN
ertr-727	74	237	the	the	DET
ertr-727	74	238	employees	employee	NOUN
ertr-727	74	239	of	of	ADP
ertr-727	74	240	the	the	DET
ertr-727	74	241	airline	airline	NOUN
ertr-727	74	242	should	should	AUX
ertr-727	74	243	inspire	inspire	VERB
ertr-727	74	244	confidence	confidence	NOUN
ertr-727	74	245	in	in	ADP
ertr-727	74	246	the	the	DET
ertr-727	74	247	customers	customer	NOUN
ertr-727	74	248	0.818	0.818	NUM
ertr-727	74	249	0.753	0.753	NUM
ertr-727	74	250	a3	a3	NOUN
ertr-727	74	251	the	the	DET
ertr-727	74	252	employees	employee	NOUN
ertr-727	74	253	should	should	AUX
ertr-727	74	254	be	be	AUX
ertr-727	74	255	polite	polite	ADJ
ertr-727	74	256	and	and	CCONJ
ertr-727	74	257	courteous	courteous	ADJ
ertr-727	74	258	at	at	ADP
ertr-727	74	259	all	all	DET
ertr-727	74	260	times	time	NOUN
ertr-727	74	261	0.785	0.785	NUM
ertr-727	74	262	0.790	0.790	NUM
ertr-727	74	263	empathy	empathy	NOUN
ertr-727	74	264	e1	e1	NOUN
ertr-727	74	265	lca	lca	PROPN
ertr-727	74	266	should	should	AUX
ertr-727	74	267	frequently	frequently	ADV
ertr-727	74	268	communicate	communicate	VERB
ertr-727	74	269	with	with	ADP
ertr-727	74	270	passengers	passenger	NOUN
ertr-727	74	271	in	in	ADP
ertr-727	74	272	case	case	NOUN
ertr-727	74	273	of	of	ADP
ertr-727	74	274	any	any	DET
ertr-727	74	275	problems	problem	NOUN
ertr-727	74	276	or	or	CCONJ
ertr-727	74	277	delays	delay	NOUN
ertr-727	74	278	0.588	0.588	NUM
ertr-727	74	279	0.804	0.804	NUM
ertr-727	74	280	0.709	0.709	NUM
ertr-727	74	281	0.876	0.876	NUM
ertr-727	74	282	e2	e2	PROPN
ertr-727	74	283	the	the	DET
ertr-727	74	284	employees	employee	NOUN
ertr-727	74	285	should	should	AUX
ertr-727	74	286	develop	develop	VERB
ertr-727	74	287	trust	trust	NOUN
ertr-727	74	288	in	in	ADP
ertr-727	74	289	their	their	PRON
ertr-727	74	290	passengers	passenger	NOUN
ertr-727	74	291	0.686	0.686	NUM
ertr-727	74	292	0.750	0.750	NUM
ertr-727	74	293	e3	e3	NOUN
ertr-727	74	294	the	the	DET
ertr-727	74	295	staff	staff	NOUN
ertr-727	74	296	should	should	AUX
ertr-727	74	297	have	have	VERB
ertr-727	74	298	a	a	DET
ertr-727	74	299	positive	positive	ADJ
ertr-727	74	300	attitude	attitude	NOUN
ertr-727	74	301	towards	towards	ADP
ertr-727	74	302	their	their	PRON
ertr-727	74	303	customers	customer	NOUN
ertr-727	74	304	0.751	0.751	NUM
ertr-727	74	305	0.799	0.799	NUM
ertr-727	74	306	e4	e4	PROPN
ertr-727	74	307	the	the	DET
ertr-727	74	308	employees	employee	NOUN
ertr-727	74	309	should	should	AUX
ertr-727	74	310	give	give	VERB
ertr-727	74	311	personal	personal	ADJ
ertr-727	74	312	attention	attention	NOUN
ertr-727	74	313	to	to	ADP
ertr-727	74	314	each	each	PRON
ertr-727	74	315	of	of	ADP
ertr-727	74	316	their	their	PRON
ertr-727	74	317	passengers	passenger	NOUN
ertr-727	74	318	0.681	0.681	NUM
ertr-727	74	319	0.801	0.801	NUM
ertr-727	74	320	e5	e5	PROPN
ertr-727	74	321	employees	employee	NOUN
ertr-727	74	322	should	should	AUX
ertr-727	74	323	know	know	VERB
ertr-727	74	324	what	what	PRON
ertr-727	74	325	the	the	DET
ertr-727	74	326	needs	need	NOUN
ertr-727	74	327	of	of	ADP
ertr-727	74	328	their	their	PRON
ertr-727	74	329	individual	individual	ADJ
ertr-727	74	330	customers	customer	NOUN
ertr-727	74	331	are	be	AUX
ertr-727	74	332	0.681	0.681	NUM
ertr-727	74	333	0.784	0.784	NUM
ertr-727	74	334	responsiveness	responsiveness	NOUN
ertr-727	74	335	res1	res1	PROPN
ertr-727	74	336	lca	lca	PROPN
ertr-727	74	337	should	should	AUX
ertr-727	74	338	show	show	VERB
ertr-727	74	339	a	a	DET
ertr-727	74	340	sincere	sincere	ADJ
ertr-727	74	341	effort	effort	NOUN
ertr-727	74	342	in	in	ADP
ertr-727	74	343	solving	solve	VERB
ertr-727	74	344	customer	customer	NOUN
ertr-727	74	345	problem	problem	NOUN
ertr-727	74	346	or	or	CCONJ
ertr-727	74	347	complaint	complaint	VERB
ertr-727	74	348	0.749	0.749	NUM
ertr-727	74	349	0.767	0.767	NUM
ertr-727	74	350	0.784	0.784	NUM
ertr-727	74	351	0.752	0.752	NUM
ertr-727	74	352	res2	res2	PROPN
ertr-727	74	353	lca	lca	PROPN
ertr-727	74	354	employees	employee	NOUN
ertr-727	74	355	should	should	AUX
ertr-727	74	356	possess	possess	VERB
ertr-727	74	357	the	the	DET
ertr-727	74	358	required	require	VERB
ertr-727	74	359	skill	skill	NOUN
ertr-727	74	360	and	and	CCONJ
ertr-727	74	361	knowledge	knowledge	NOUN
ertr-727	74	362	to	to	PART
ertr-727	74	363	answer	answer	VERB
ertr-727	74	364	customer	customer	NOUN
ertr-727	74	365	questions	question	NOUN
ertr-727	74	366	0.799	0.799	PRON
ertr-727	74	367	0.808	0.808	NUM
ertr-727	74	368	res3	res3	VERB
ertr-727	74	369	the	the	DET
ertr-727	74	370	crew	crew	NOUN
ertr-727	74	371	on	on	ADP
ertr-727	74	372	board	board	NOUN
ertr-727	74	373	should	should	AUX
ertr-727	74	374	provide	provide	VERB
ertr-727	74	375	timely	timely	ADJ
ertr-727	74	376	inflight	inflight	ADJ
ertr-727	74	377	services	service	NOUN
ertr-727	74	378	to	to	ADP
ertr-727	74	379	passengers	passenger	NOUN
ertr-727	74	380	0.618	0.618	NUM
ertr-727	74	381	0.559	0.559	NUM
ertr-727	74	382	all	all	DET
ertr-727	74	383	factor	factor	NOUN
ertr-727	74	384	loadings	loading	NOUN
ertr-727	74	385	are	be	AUX
ertr-727	74	386	significant	significant	ADJ
ertr-727	74	387	at	at	ADP
ertr-727	74	388	p<0.001	p<0.001	ADJ
ertr-727	75	1	http://ertr.tamu.edu/	http://ertr.tamu.edu/	X
ertr-727	75	2	e	e	NOUN
ertr-727	75	3	-	-	NOUN
ertr-727	75	4	review	review	NOUN
ertr-727	75	5	of	of	ADP
ertr-727	75	6	tourism	tourism	NOUN
ertr-727	75	7	research	research	NOUN
ertr-727	75	8	(	(	PUNCT
ertr-727	75	9	ertr	ertr	NOUN
ertr-727	75	10	)	)	PUNCT
ertr-727	75	11	,	,	PUNCT
ertr-727	75	12	vol	vol	NOUN
ertr-727	75	13	.	.	PROPN
ertr-727	75	14	18	18	NUM
ertr-727	75	15	,	,	PUNCT
ertr-727	75	16	no	no	INTJ
ertr-727	75	17	.	.	NOUN
ertr-727	75	18	3	3	NUM
ertr-727	75	19	,	,	PUNCT
ertr-727	75	20	2020	2020	NUM
ertr-727	75	21	http://ertr.tamu.edu	http://ertr.tamu.edu	ADP
ertr-727	75	22	384	384	NUM
ertr-727	75	23	issn:1941	issn:1941	ADJ
ertr-727	75	24	-	-	PUNCT
ertr-727	75	25	5842	5842	NUM
ertr-727	75	26	service	service	NOUN
ertr-727	75	27	quality	quality	NOUN
ertr-727	75	28	expectations	expectation	NOUN
ertr-727	75	29	and	and	CCONJ
ertr-727	75	30	experience	experience	NOUN
ertr-727	75	31	of	of	ADP
ertr-727	75	32	lca	lca	PROPN
ertr-727	75	33	business	business	NOUN
ertr-727	75	34	travelers	traveler	NOUN
ertr-727	75	35	mean	mean	VERB
ertr-727	75	36	scores	score	NOUN
ertr-727	75	37	were	be	AUX
ertr-727	75	38	computed	compute	VERB
ertr-727	75	39	both	both	PRON
ertr-727	75	40	at	at	ADP
ertr-727	75	41	the	the	DET
ertr-727	75	42	factor	factor	NOUN
ertr-727	75	43	and	and	CCONJ
ertr-727	75	44	at	at	ADP
ertr-727	75	45	the	the	DET
ertr-727	75	46	item	item	NOUN
ertr-727	75	47	level	level	NOUN
ertr-727	75	48	to	to	PART
ertr-727	75	49	assess	assess	VERB
ertr-727	75	50	the	the	DET
ertr-727	75	51	expectations	expectation	NOUN
ertr-727	75	52	and	and	CCONJ
ertr-727	75	53	experience	experience	NOUN
ertr-727	75	54	of	of	ADP
ertr-727	75	55	business	business	NOUN
ertr-727	75	56	travelers	traveler	NOUN
ertr-727	75	57	on	on	ADP
ertr-727	75	58	all	all	DET
ertr-727	75	59	the	the	DET
ertr-727	75	60	five	five	NUM
ertr-727	75	61	dimensions	dimension	NOUN
ertr-727	75	62	of	of	ADP
ertr-727	75	63	quality	quality	NOUN
ertr-727	75	64	.	.	PUNCT
ertr-727	76	1	table	table	NOUN
ertr-727	76	2	3	3	NUM
ertr-727	76	3	shows	show	VERB
ertr-727	76	4	the	the	DET
ertr-727	76	5	factor	factor	NOUN
ertr-727	76	6	and	and	CCONJ
ertr-727	76	7	item	item	NOUN
ertr-727	76	8	level	level	NOUN
ertr-727	76	9	means	mean	VERB
ertr-727	76	10	scores	score	NOUN
ertr-727	76	11	for	for	ADP
ertr-727	76	12	expectations	expectation	NOUN
ertr-727	76	13	and	and	CCONJ
ertr-727	76	14	experience	experience	NOUN
ertr-727	76	15	.	.	PUNCT
ertr-727	77	1	as	as	SCONJ
ertr-727	77	2	seen	see	VERB
ertr-727	77	3	in	in	ADP
ertr-727	77	4	table	table	NOUN
ertr-727	77	5	3	3	NUM
ertr-727	77	6	,	,	PUNCT
ertr-727	77	7	in	in	ADP
ertr-727	77	8	terms	term	NOUN
ertr-727	77	9	of	of	ADP
ertr-727	77	10	expectations	expectation	NOUN
ertr-727	77	11	,	,	PUNCT
ertr-727	77	12	"	"	PUNCT
ertr-727	77	13	reliability	reliability	NOUN
ertr-727	77	14	"	"	PUNCT
ertr-727	77	15	had	have	VERB
ertr-727	77	16	the	the	DET
ertr-727	77	17	highest	high	ADJ
ertr-727	77	18	mean	mean	ADJ
ertr-727	77	19	score	score	NOUN
ertr-727	77	20	(	(	PUNCT
ertr-727	77	21	4.60	4.60	NUM
ertr-727	77	22	)	)	PUNCT
ertr-727	77	23	and	and	CCONJ
ertr-727	77	24	emerged	emerge	VERB
ertr-727	77	25	as	as	ADP
ertr-727	77	26	the	the	DET
ertr-727	77	27	most	most	ADV
ertr-727	77	28	important	important	ADJ
ertr-727	77	29	dimension	dimension	NOUN
ertr-727	77	30	of	of	ADP
ertr-727	77	31	service	service	NOUN
ertr-727	77	32	quality	quality	NOUN
ertr-727	77	33	.	.	PUNCT
ertr-727	78	1	among	among	ADP
ertr-727	78	2	the	the	DET
ertr-727	78	3	items	item	NOUN
ertr-727	78	4	of	of	ADP
ertr-727	78	5	reliability	reliability	NOUN
ertr-727	78	6	dimension	dimension	NOUN
ertr-727	78	7	,	,	PUNCT
ertr-727	78	8	"	"	PUNCT
ertr-727	78	9	the	the	DET
ertr-727	78	10	passengers	passenger	NOUN
ertr-727	78	11	should	should	AUX
ertr-727	78	12	feel	feel	VERB
ertr-727	78	13	safe	safe	ADJ
ertr-727	78	14	and	and	CCONJ
ertr-727	78	15	secure	secure	ADJ
ertr-727	78	16	when	when	SCONJ
ertr-727	78	17	dealing	deal	VERB
ertr-727	78	18	with	with	ADP
ertr-727	78	19	the	the	DET
ertr-727	78	20	airline	airline	NOUN
ertr-727	78	21	and	and	CCONJ
ertr-727	78	22	its	its	PRON
ertr-727	78	23	staff	staff	NOUN
ertr-727	78	24	"	"	PUNCT
ertr-727	78	25	(	(	PUNCT
ertr-727	78	26	4.67	4.67	NUM
ertr-727	78	27	)	)	PUNCT
ertr-727	78	28	had	have	VERB
ertr-727	78	29	the	the	DET
ertr-727	78	30	highest	high	ADJ
ertr-727	78	31	expectation	expectation	NOUN
ertr-727	78	32	mean	mean	VERB
ertr-727	78	33	followed	follow	VERB
ertr-727	78	34	by	by	ADP
ertr-727	78	35	lcas	lcas	NOUN
ertr-727	78	36	should	should	AUX
ertr-727	78	37	keep	keep	VERB
ertr-727	78	38	up	up	ADP
ertr-727	78	39	their	their	PRON
ertr-727	78	40	promise	promise	NOUN
ertr-727	78	41	(	(	PUNCT
ertr-727	78	42	4.65	4.65	NUM
ertr-727	78	43	)	)	PUNCT
ertr-727	78	44	.	.	PUNCT
ertr-727	79	1	the	the	DET
ertr-727	79	2	quality	quality	NOUN
ertr-727	79	3	dimension	dimension	NOUN
ertr-727	79	4	that	that	PRON
ertr-727	79	5	received	receive	VERB
ertr-727	79	6	the	the	DET
ertr-727	79	7	next	next	ADJ
ertr-727	79	8	highest	high	ADJ
ertr-727	79	9	mean	mean	NOUN
ertr-727	79	10	in	in	ADP
ertr-727	79	11	terms	term	NOUN
ertr-727	79	12	of	of	ADP
ertr-727	79	13	traveler	traveler	NOUN
ertr-727	79	14	expectation	expectation	NOUN
ertr-727	79	15	is	be	AUX
ertr-727	79	16	"	"	PUNCT
ertr-727	79	17	tangibility	tangibility	NOUN
ertr-727	79	18	"	"	PUNCT
ertr-727	79	19	(	(	PUNCT
ertr-727	79	20	4.54	4.54	NUM
ertr-727	79	21	)	)	PUNCT
ertr-727	79	22	.	.	PUNCT
ertr-727	80	1	the	the	DET
ertr-727	80	2	statement	statement	NOUN
ertr-727	80	3	"	"	PUNCT
ertr-727	80	4	lcas	lcas	NOUN
ertr-727	80	5	should	should	AUX
ertr-727	80	6	pay	pay	VERB
ertr-727	80	7	careful	careful	ADJ
ertr-727	80	8	attention	attention	NOUN
ertr-727	80	9	to	to	ADP
ertr-727	80	10	the	the	DET
ertr-727	80	11	safety	safety	NOUN
ertr-727	80	12	of	of	ADP
ertr-727	80	13	the	the	DET
ertr-727	80	14	aircraft	aircraft	NOUN
ertr-727	80	15	"	"	PUNCT
ertr-727	80	16	had	have	VERB
ertr-727	80	17	the	the	DET
ertr-727	80	18	highest	high	ADJ
ertr-727	80	19	mean	mean	NOUN
ertr-727	80	20	(	(	PUNCT
ertr-727	80	21	4.74	4.74	NUM
ertr-727	80	22	)	)	PUNCT
ertr-727	80	23	not	not	PART
ertr-727	80	24	only	only	ADV
ertr-727	80	25	in	in	ADP
ertr-727	80	26	the	the	DET
ertr-727	80	27	"	"	PUNCT
ertr-727	80	28	tangibility	tangibility	NOUN
ertr-727	80	29	"	"	PUNCT
ertr-727	80	30	dimension	dimension	NOUN
ertr-727	80	31	but	but	CCONJ
ertr-727	80	32	also	also	ADV
ertr-727	80	33	across	across	ADP
ertr-727	80	34	all	all	DET
ertr-727	80	35	the	the	DET
ertr-727	80	36	23	23	NUM
ertr-727	80	37	items	item	NOUN
ertr-727	80	38	.	.	PUNCT
ertr-727	81	1	this	this	PRON
ertr-727	81	2	shows	show	VERB
ertr-727	81	3	that	that	SCONJ
ertr-727	81	4	customers	customer	NOUN
ertr-727	81	5	regard	regard	VERB
ertr-727	81	6	safety	safety	NOUN
ertr-727	81	7	as	as	ADP
ertr-727	81	8	the	the	DET
ertr-727	81	9	most	most	ADV
ertr-727	81	10	important	important	ADJ
ertr-727	81	11	aspect	aspect	NOUN
ertr-727	81	12	while	while	SCONJ
ertr-727	81	13	choosing	choose	VERB
ertr-727	81	14	an	an	DET
ertr-727	81	15	lca	lca	NOUN
ertr-727	81	16	.	.	PUNCT
ertr-727	82	1	the	the	DET
ertr-727	82	2	other	other	ADJ
ertr-727	82	3	items	item	NOUN
ertr-727	82	4	of	of	ADP
ertr-727	82	5	"	"	PUNCT
ertr-727	82	6	tangibility	tangibility	NOUN
ertr-727	82	7	"	"	PUNCT
ertr-727	82	8	that	that	PRON
ertr-727	82	9	received	receive	VERB
ertr-727	82	10	importance	importance	NOUN
ertr-727	82	11	were	be	AUX
ertr-727	82	12	cleanliness	cleanliness	NOUN
ertr-727	82	13	inside	inside	ADP
ertr-727	82	14	aircraft	aircraft	NOUN
ertr-727	82	15	(	(	PUNCT
ertr-727	82	16	4.68	4.68	NUM
ertr-727	82	17	)	)	PUNCT
ertr-727	82	18	and	and	CCONJ
ertr-727	82	19	the	the	DET
ertr-727	82	20	use	use	NOUN
ertr-727	82	21	of	of	ADP
ertr-727	82	22	modern	modern	ADJ
ertr-727	82	23	aircraft	aircraft	NOUN
ertr-727	82	24	(	(	PUNCT
ertr-727	82	25	4.67	4.67	NUM
ertr-727	82	26	)	)	PUNCT
ertr-727	82	27	.	.	PUNCT
ertr-727	83	1	"	"	PUNCT
ertr-727	83	2	assurance	assurance	NOUN
ertr-727	83	3	"	"	PUNCT
ertr-727	83	4	covering	cover	VERB
ertr-727	83	5	aspects	aspect	NOUN
ertr-727	83	6	such	such	ADJ
ertr-727	83	7	as	as	ADP
ertr-727	83	8	staff	staff	NOUN
ertr-727	83	9	friendliness	friendliness	NOUN
ertr-727	83	10	,	,	PUNCT
ertr-727	83	11	accessibility	accessibility	NOUN
ertr-727	83	12	,	,	PUNCT
ertr-727	83	13	and	and	CCONJ
ertr-727	83	14	courteousness	courteousness	NOUN
ertr-727	83	15	emerged	emerge	VERB
ertr-727	83	16	as	as	ADP
ertr-727	83	17	the	the	DET
ertr-727	83	18	third	third	ADJ
ertr-727	83	19	important	important	ADJ
ertr-727	83	20	factor	factor	NOUN
ertr-727	83	21	(	(	PUNCT
ertr-727	83	22	4.51	4.51	NUM
ertr-727	83	23	)	)	PUNCT
ertr-727	83	24	.	.	PUNCT
ertr-727	84	1	although	although	SCONJ
ertr-727	84	2	"	"	PUNCT
ertr-727	84	3	empathy	empathy	NOUN
ertr-727	84	4	"	"	PUNCT
ertr-727	84	5	was	be	AUX
ertr-727	84	6	only	only	ADV
ertr-727	84	7	rated	rate	VERB
ertr-727	84	8	the	the	DET
ertr-727	84	9	fourth	fourth	ADJ
ertr-727	84	10	important	important	ADJ
ertr-727	84	11	factor	factor	NOUN
ertr-727	84	12	(	(	PUNCT
ertr-727	84	13	4.28	4.28	NUM
ertr-727	84	14	)	)	PUNCT
ertr-727	84	15	,	,	PUNCT
ertr-727	84	16	the	the	DET
ertr-727	84	17	item	item	NOUN
ertr-727	84	18	'	'	PUNCT
ertr-727	84	19	lca	lca	PROPN
ertr-727	84	20	should	should	AUX
ertr-727	84	21	frequently	frequently	ADV
ertr-727	84	22	communicate	communicate	VERB
ertr-727	84	23	with	with	ADP
ertr-727	84	24	passengers	passenger	NOUN
ertr-727	84	25	in	in	ADP
ertr-727	84	26	case	case	NOUN
ertr-727	84	27	of	of	ADP
ertr-727	84	28	any	any	DET
ertr-727	84	29	problems	problem	NOUN
ertr-727	84	30	or	or	CCONJ
ertr-727	84	31	delays	delay	NOUN
ertr-727	84	32	'	'	PUNCT
ertr-727	84	33	received	receive	VERB
ertr-727	84	34	relatively	relatively	ADV
ertr-727	84	35	high	high	ADJ
ertr-727	84	36	importance	importance	NOUN
ertr-727	84	37	(	(	PUNCT
ertr-727	84	38	4.54	4.54	NUM
ertr-727	84	39	)	)	PUNCT
ertr-727	84	40	.	.	PUNCT
ertr-727	85	1	finally	finally	ADV
ertr-727	85	2	,	,	PUNCT
ertr-727	85	3	the	the	DET
ertr-727	85	4	quality	quality	NOUN
ertr-727	85	5	dimension	dimension	NOUN
ertr-727	85	6	of	of	ADP
ertr-727	85	7	"	"	PUNCT
ertr-727	85	8	responsiveness	responsiveness	NOUN
ertr-727	85	9	"	"	PUNCT
ertr-727	85	10	(	(	PUNCT
ertr-727	85	11	4.24	4.24	NUM
ertr-727	85	12	)	)	PUNCT
ertr-727	85	13	covering	cover	VERB
ertr-727	85	14	staff	staff	NOUN
ertr-727	85	15	skill	skill	NOUN
ertr-727	85	16	,	,	PUNCT
ertr-727	85	17	knowledge	knowledge	NOUN
ertr-727	85	18	,	,	PUNCT
ertr-727	85	19	and	and	CCONJ
ertr-727	85	20	effort	effort	NOUN
ertr-727	85	21	emerged	emerge	VERB
ertr-727	85	22	as	as	ADP
ertr-727	85	23	the	the	DET
ertr-727	85	24	least	least	ADV
ertr-727	85	25	important	important	ADJ
ertr-727	85	26	factor	factor	NOUN
ertr-727	85	27	.	.	PUNCT
ertr-727	86	1	surprisingly	surprisingly	ADV
ertr-727	86	2	,	,	PUNCT
ertr-727	86	3	business	business	NOUN
ertr-727	86	4	travelers	traveler	NOUN
ertr-727	86	5	are	be	AUX
ertr-727	86	6	least	least	ADV
ertr-727	86	7	concerned	concerned	ADJ
ertr-727	86	8	about	about	ADP
ertr-727	86	9	the	the	DET
ertr-727	86	10	timely	timely	ADJ
ertr-727	86	11	inflight	inflight	ADJ
ertr-727	86	12	services	service	NOUN
ertr-727	86	13	(	(	PUNCT
ertr-727	86	14	3.80	3.80	NUM
ertr-727	86	15	)	)	PUNCT
ertr-727	86	16	,	,	PUNCT
ertr-727	86	17	the	the	DET
ertr-727	86	18	lowest	low	ADJ
ertr-727	86	19	among	among	ADP
ertr-727	86	20	all	all	DET
ertr-727	86	21	the	the	DET
ertr-727	86	22	items	item	NOUN
ertr-727	86	23	.	.	PUNCT
ertr-727	87	1	in	in	ADP
ertr-727	87	2	terms	term	NOUN
ertr-727	87	3	of	of	ADP
ertr-727	87	4	customer	customer	NOUN
ertr-727	87	5	experience	experience	NOUN
ertr-727	87	6	with	with	ADP
ertr-727	87	7	the	the	DET
ertr-727	87	8	actual	actual	ADJ
ertr-727	87	9	services	service	NOUN
ertr-727	87	10	received	receive	VERB
ertr-727	87	11	,	,	PUNCT
ertr-727	87	12	the	the	DET
ertr-727	87	13	"	"	PUNCT
ertr-727	87	14	assurance	assurance	NOUN
ertr-727	87	15	"	"	PUNCT
ertr-727	87	16	factor	factor	NOUN
ertr-727	87	17	received	receive	VERB
ertr-727	87	18	the	the	DET
ertr-727	87	19	highest	high	ADJ
ertr-727	87	20	mean	mean	ADJ
ertr-727	87	21	score	score	NOUN
ertr-727	87	22	(	(	PUNCT
ertr-727	87	23	4.05	4.05	NUM
ertr-727	87	24	)	)	PUNCT
ertr-727	87	25	,	,	PUNCT
ertr-727	87	26	of	of	ADP
ertr-727	87	27	which	which	PRON
ertr-727	87	28	employees	employee	NOUN
ertr-727	87	29	are	be	AUX
ertr-727	87	30	polite	polite	ADJ
ertr-727	87	31	and	and	CCONJ
ertr-727	87	32	courteous	courteous	ADJ
ertr-727	87	33	received	receive	VERB
ertr-727	87	34	the	the	DET
ertr-727	87	35	highest	high	ADJ
ertr-727	87	36	score	score	NOUN
ertr-727	87	37	at	at	ADP
ertr-727	87	38	the	the	DET
ertr-727	87	39	item	item	NOUN
ertr-727	87	40	level	level	NOUN
ertr-727	87	41	(	(	PUNCT
ertr-727	87	42	4.09	4.09	NUM
ertr-727	87	43	)	)	PUNCT
ertr-727	87	44	.	.	PUNCT
ertr-727	88	1	the	the	DET
ertr-727	88	2	experience	experience	NOUN
ertr-727	88	3	of	of	ADP
ertr-727	88	4	business	business	NOUN
ertr-727	88	5	travelers	traveler	NOUN
ertr-727	88	6	on	on	ADP
ertr-727	88	7	the	the	DET
ertr-727	88	8	"	"	PUNCT
ertr-727	88	9	tangibility	tangibility	NOUN
ertr-727	88	10	"	"	PUNCT
ertr-727	88	11	http://ertr.tamu.edu/	http://ertr.tamu.edu/	X
ertr-727	88	12	e	e	NOUN
ertr-727	88	13	-	-	NOUN
ertr-727	88	14	review	review	NOUN
ertr-727	88	15	of	of	ADP
ertr-727	88	16	tourism	tourism	NOUN
ertr-727	88	17	research	research	NOUN
ertr-727	88	18	(	(	PUNCT
ertr-727	88	19	ertr	ertr	NOUN
ertr-727	88	20	)	)	PUNCT
ertr-727	88	21	,	,	PUNCT
ertr-727	88	22	vol	vol	NOUN
ertr-727	88	23	.	.	PROPN
ertr-727	88	24	18	18	NUM
ertr-727	88	25	,	,	PUNCT
ertr-727	88	26	no	no	INTJ
ertr-727	88	27	.	.	NOUN
ertr-727	88	28	3	3	NUM
ertr-727	88	29	,	,	PUNCT
ertr-727	88	30	2020	2020	NUM
ertr-727	88	31	http://ertr.tamu.edu	http://ertr.tamu.edu	NOUN
ertr-727	88	32	385	385	NUM
ertr-727	88	33	issn:1941	issn:1941	ADJ
ertr-727	88	34	-	-	PUNCT
ertr-727	88	35	5842	5842	NUM
ertr-727	88	36	dimension	dimension	NOUN
ertr-727	88	37	received	receive	VERB
ertr-727	88	38	the	the	DET
ertr-727	88	39	second	second	ADV
ertr-727	88	40	-	-	PUNCT
ertr-727	88	41	highest	high	ADJ
ertr-727	88	42	score	score	NOUN
ertr-727	88	43	(	(	PUNCT
ertr-727	88	44	4.02	4.02	NUM
ertr-727	88	45	)	)	PUNCT
ertr-727	88	46	,	,	PUNCT
ertr-727	88	47	in	in	ADP
ertr-727	88	48	which	which	PRON
ertr-727	88	49	travelers	traveler	NOUN
ertr-727	88	50	are	be	AUX
ertr-727	88	51	relatively	relatively	ADV
ertr-727	88	52	happy	happy	ADJ
ertr-727	88	53	with	with	ADP
ertr-727	88	54	the	the	DET
ertr-727	88	55	aircraft	aircraft	NOUN
ertr-727	88	56	safety	safety	NOUN
ertr-727	88	57	(	(	PUNCT
ertr-727	88	58	4.23	4.23	NUM
ertr-727	88	59	)	)	PUNCT
ertr-727	88	60	and	and	CCONJ
ertr-727	88	61	its	its	PRON
ertr-727	88	62	modern	modern	ADJ
ertr-727	88	63	features	feature	NOUN
ertr-727	88	64	(	(	PUNCT
ertr-727	88	65	4.22	4.22	NUM
ertr-727	88	66	)	)	PUNCT
ertr-727	88	67	.	.	PUNCT
ertr-727	89	1	experience	experience	NOUN
ertr-727	89	2	of	of	ADP
ertr-727	89	3	business	business	NOUN
ertr-727	89	4	travelers	traveler	NOUN
ertr-727	89	5	on	on	ADP
ertr-727	89	6	the	the	DET
ertr-727	89	7	"	"	PUNCT
ertr-727	89	8	reliability	reliability	NOUN
ertr-727	89	9	"	"	PUNCT
ertr-727	89	10	dimension	dimension	NOUN
ertr-727	89	11	was	be	AUX
ertr-727	89	12	relatively	relatively	ADV
ertr-727	89	13	lower	low	ADJ
ertr-727	89	14	(	(	PUNCT
ertr-727	89	15	3.93	3.93	NUM
ertr-727	89	16	)	)	PUNCT
ertr-727	89	17	,	,	PUNCT
ertr-727	89	18	especially	especially	ADV
ertr-727	89	19	on	on	ADP
ertr-727	89	20	on	on	ADP
ertr-727	89	21	-	-	PUNCT
ertr-727	89	22	time	time	NOUN
ertr-727	89	23	performance	performance	NOUN
ertr-727	89	24	(	(	PUNCT
ertr-727	89	25	3.77	3.77	NUM
ertr-727	89	26	)	)	PUNCT
ertr-727	89	27	,	,	PUNCT
ertr-727	89	28	keeping	keep	VERB
ertr-727	89	29	up	up	ADP
ertr-727	89	30	their	their	PRON
ertr-727	89	31	promise	promise	NOUN
ertr-727	89	32	(	(	PUNCT
ertr-727	89	33	3.81	3.81	NUM
ertr-727	89	34	)	)	PUNCT
ertr-727	89	35	,	,	PUNCT
ertr-727	89	36	and	and	CCONJ
ertr-727	89	37	information	information	NOUN
ertr-727	89	38	on	on	ADP
ertr-727	89	39	the	the	DET
ertr-727	89	40	website	website	NOUN
ertr-727	89	41	(	(	PUNCT
ertr-727	89	42	3.87	3.87	NUM
ertr-727	89	43	)	)	PUNCT
ertr-727	89	44	,	,	PUNCT
ertr-727	89	45	though	though	SCONJ
ertr-727	89	46	they	they	PRON
ertr-727	89	47	are	be	AUX
ertr-727	89	48	relatively	relatively	ADV
ertr-727	89	49	satisfied	satisfied	ADJ
ertr-727	89	50	with	with	ADP
ertr-727	89	51	the	the	DET
ertr-727	89	52	way	way	NOUN
ertr-727	89	53	staff	staff	NOUN
ertr-727	89	54	performed	perform	VERB
ertr-727	89	55	their	their	PRON
ertr-727	89	56	duties	duty	NOUN
ertr-727	89	57	(	(	PUNCT
ertr-727	89	58	4.10	4.10	NUM
ertr-727	89	59	)	)	PUNCT
ertr-727	89	60	,	,	PUNCT
ertr-727	89	61	and	and	CCONJ
ertr-727	89	62	in	in	ADP
ertr-727	89	63	dealing	deal	VERB
ertr-727	89	64	with	with	ADP
ertr-727	89	65	them	they	PRON
ertr-727	89	66	(	(	PUNCT
ertr-727	89	67	4.13	4.13	NUM
ertr-727	89	68	)	)	PUNCT
ertr-727	89	69	.	.	PUNCT
ertr-727	90	1	experience	experience	NOUN
ertr-727	90	2	on	on	ADP
ertr-727	90	3	"	"	PUNCT
ertr-727	90	4	empathy	empathy	NOUN
ertr-727	90	5	"	"	PUNCT
ertr-727	90	6	and	and	CCONJ
ertr-727	90	7	"	"	PUNCT
ertr-727	90	8	responsiveness	responsiveness	NOUN
ertr-727	90	9	"	"	PUNCT
ertr-727	90	10	received	receive	VERB
ertr-727	90	11	the	the	DET
ertr-727	90	12	least	least	ADJ
ertr-727	90	13	rating	rating	NOUN
ertr-727	90	14	with	with	ADP
ertr-727	90	15	a	a	DET
ertr-727	90	16	mean	mean	ADJ
ertr-727	90	17	score	score	NOUN
ertr-727	90	18	of	of	ADP
ertr-727	90	19	3.76	3.76	NUM
ertr-727	90	20	and	and	CCONJ
ertr-727	90	21	3.63	3.63	NUM
ertr-727	90	22	,	,	PUNCT
ertr-727	90	23	respectively	respectively	ADV
ertr-727	90	24	.	.	PUNCT
ertr-727	91	1	within	within	ADP
ertr-727	91	2	these	these	PRON
ertr-727	91	3	,	,	PUNCT
ertr-727	91	4	at	at	ADP
ertr-727	91	5	the	the	DET
ertr-727	91	6	item	item	NOUN
ertr-727	91	7	level	level	NOUN
ertr-727	91	8	,	,	PUNCT
ertr-727	91	9	lca	lca	PROPN
ertr-727	91	10	's	's	PART
ertr-727	91	11	ability	ability	NOUN
ertr-727	91	12	to	to	PART
ertr-727	91	13	understand	understand	VERB
ertr-727	91	14	the	the	DET
ertr-727	91	15	needs	need	NOUN
ertr-727	91	16	of	of	ADP
ertr-727	91	17	individual	individual	ADJ
ertr-727	91	18	customers	customer	NOUN
ertr-727	91	19	(	(	PUNCT
ertr-727	91	20	3.65	3.65	NUM
ertr-727	91	21	)	)	PUNCT
ertr-727	91	22	and	and	CCONJ
ertr-727	91	23	provide	provide	VERB
ertr-727	91	24	timely	timely	ADJ
ertr-727	91	25	inflight	inflight	ADJ
ertr-727	91	26	services	service	NOUN
ertr-727	91	27	(	(	PUNCT
ertr-727	91	28	3.51	3.51	NUM
ertr-727	91	29	)	)	PUNCT
ertr-727	91	30	received	receive	VERB
ertr-727	91	31	the	the	DET
ertr-727	91	32	lowest	low	ADJ
ertr-727	91	33	rating	rating	NOUN
ertr-727	91	34	for	for	ADP
ertr-727	91	35	the	the	DET
ertr-727	91	36	experience	experience	NOUN
ertr-727	91	37	.	.	PUNCT
ertr-727	92	1	expectation	expectation	NOUN
ertr-727	92	2	-	-	PUNCT
ertr-727	92	3	experience	experience	NOUN
ertr-727	92	4	gap	gap	NOUN
ertr-727	92	5	analysis	analysis	NOUN
ertr-727	92	6	to	to	PART
ertr-727	92	7	understand	understand	VERB
ertr-727	92	8	the	the	DET
ertr-727	92	9	gap	gap	NOUN
ertr-727	92	10	in	in	ADP
ertr-727	92	11	the	the	DET
ertr-727	92	12	service	service	NOUN
ertr-727	92	13	quality	quality	NOUN
ertr-727	92	14	expectations	expectation	NOUN
ertr-727	92	15	and	and	CCONJ
ertr-727	92	16	experience	experience	NOUN
ertr-727	92	17	at	at	ADP
ertr-727	92	18	the	the	DET
ertr-727	92	19	factor	factor	NOUN
ertr-727	92	20	and	and	CCONJ
ertr-727	92	21	item	item	NOUN
ertr-727	92	22	level	level	NOUN
ertr-727	92	23	,	,	PUNCT
ertr-727	92	24	a	a	DET
ertr-727	92	25	paired	pair	VERB
ertr-727	92	26	sample	sample	NOUN
ertr-727	92	27	t	t	PROPN
ertr-727	92	28	-	-	PUNCT
ertr-727	92	29	test	test	NOUN
ertr-727	92	30	was	be	AUX
ertr-727	92	31	conducted	conduct	VERB
ertr-727	92	32	.	.	PUNCT
ertr-727	93	1	the	the	DET
ertr-727	93	2	results	result	NOUN
ertr-727	93	3	of	of	ADP
ertr-727	93	4	the	the	DET
ertr-727	93	5	paired	pair	VERB
ertr-727	93	6	sample	sample	NOUN
ertr-727	93	7	t	t	PROPN
ertr-727	93	8	-	-	PUNCT
ertr-727	93	9	tests	test	NOUN
ertr-727	93	10	are	be	AUX
ertr-727	93	11	given	give	VERB
ertr-727	93	12	in	in	ADP
ertr-727	93	13	table	table	NOUN
ertr-727	93	14	3	3	NUM
ertr-727	93	15	.	.	PUNCT
ertr-727	94	1	as	as	SCONJ
ertr-727	94	2	seen	see	VERB
ertr-727	94	3	in	in	ADP
ertr-727	94	4	table	table	NOUN
ertr-727	94	5	3	3	NUM
ertr-727	94	6	,	,	PUNCT
ertr-727	94	7	the	the	DET
ertr-727	94	8	findings	finding	NOUN
ertr-727	94	9	show	show	VERB
ertr-727	94	10	that	that	SCONJ
ertr-727	94	11	traveler	traveler	NOUN
ertr-727	94	12	experience	experience	NOUN
ertr-727	94	13	is	be	AUX
ertr-727	94	14	significantly	significantly	ADV
ertr-727	94	15	lower	low	ADJ
ertr-727	94	16	than	than	ADP
ertr-727	94	17	their	their	PRON
ertr-727	94	18	expectations	expectation	NOUN
ertr-727	94	19	across	across	ADP
ertr-727	94	20	all	all	DET
ertr-727	94	21	factors	factor	NOUN
ertr-727	94	22	and	and	CCONJ
ertr-727	94	23	items	item	NOUN
ertr-727	94	24	.	.	PUNCT
ertr-727	95	1	at	at	ADP
ertr-727	95	2	the	the	DET
ertr-727	95	3	factor	factor	NOUN
ertr-727	95	4	level	level	NOUN
ertr-727	95	5	,	,	PUNCT
ertr-727	95	6	the	the	DET
ertr-727	95	7	highest	high	ADJ
ertr-727	95	8	gap	gap	NOUN
ertr-727	95	9	was	be	AUX
ertr-727	95	10	received	receive	VERB
ertr-727	95	11	for	for	ADP
ertr-727	95	12	"	"	PUNCT
ertr-727	95	13	reliability	reliability	NOUN
ertr-727	95	14	"	"	PUNCT
ertr-727	95	15	(	(	PUNCT
ertr-727	95	16	𝛿=0.67	𝛿=0.67	PROPN
ertr-727	95	17	,	,	PUNCT
ertr-727	95	18	p<0.001	p<0.001	PROPN
ertr-727	95	19	)	)	PUNCT
ertr-727	95	20	followed	follow	VERB
ertr-727	95	21	by	by	ADP
ertr-727	95	22	"	"	PUNCT
ertr-727	95	23	responsiveness	responsiveness	NOUN
ertr-727	95	24	"	"	PUNCT
ertr-727	95	25	(	(	PUNCT
ertr-727	95	26	𝛿=0.61	𝛿=0.61	NOUN
ertr-727	95	27	,	,	PUNCT
ertr-727	95	28	p<0.001	p<0.001	PROPN
ertr-727	95	29	)	)	PUNCT
ertr-727	95	30	.	.	PUNCT
ertr-727	96	1	at	at	ADP
ertr-727	96	2	the	the	DET
ertr-727	96	3	item	item	NOUN
ertr-727	96	4	level	level	NOUN
ertr-727	96	5	,	,	PUNCT
ertr-727	96	6	the	the	DET
ertr-727	96	7	largest	large	ADJ
ertr-727	96	8	gap	gap	NOUN
ertr-727	96	9	was	be	AUX
ertr-727	96	10	seen	see	VERB
ertr-727	96	11	for	for	ADP
ertr-727	96	12	the	the	DET
ertr-727	96	13	item	item	NOUN
ertr-727	96	14	'	'	PUNCT
ertr-727	96	15	sincere	sincere	ADJ
ertr-727	96	16	effort	effort	NOUN
ertr-727	96	17	in	in	ADP
ertr-727	96	18	solving	solve	VERB
ertr-727	96	19	a	a	DET
ertr-727	96	20	customer	customer	NOUN
ertr-727	96	21	problem	problem	NOUN
ertr-727	96	22	or	or	CCONJ
ertr-727	96	23	complaint	complaint	NOUN
ertr-727	96	24	'	'	PUNCT
ertr-727	96	25	(	(	PUNCT
ertr-727	96	26	𝛿=0.88	𝛿=0.88	NOUN
ertr-727	96	27	,	,	PUNCT
ertr-727	96	28	p<0.001	p<0.001	PROPN
ertr-727	96	29	)	)	PUNCT
ertr-727	96	30	;	;	PUNCT
ertr-727	96	31	'	'	PUNCT
ertr-727	96	32	keep	keep	VERB
ertr-727	96	33	up	up	ADP
ertr-727	96	34	their	their	PRON
ertr-727	96	35	promise	promise	NOUN
ertr-727	96	36	'	'	PUNCT
ertr-727	96	37	(	(	PUNCT
ertr-727	96	38	𝛿=0.84	𝛿=0.84	NOUN
ertr-727	96	39	,	,	PUNCT
ertr-727	96	40	p<0.001	p<0.001	PROPN
ertr-727	96	41	)	)	PUNCT
ertr-727	96	42	;	;	PUNCT
ertr-727	96	43	and	and	CCONJ
ertr-727	96	44	'	'	PUNCT
ertr-727	96	45	on	on	ADP
ertr-727	96	46	-	-	PUNCT
ertr-727	96	47	time	time	NOUN
ertr-727	96	48	service	service	NOUN
ertr-727	96	49	'	'	PUNCT
ertr-727	96	50	(	(	PUNCT
ertr-727	96	51	𝛿=0.81	𝛿=0.81	NOUN
ertr-727	96	52	,	,	PUNCT
ertr-727	96	53	p<0.001	p<0.001	PROPN
ertr-727	96	54	)	)	PUNCT
ertr-727	96	55	.	.	PUNCT
ertr-727	97	1	eea	eea	PROPN
ertr-727	97	2	was	be	AUX
ertr-727	97	3	then	then	ADV
ertr-727	97	4	used	use	VERB
ertr-727	97	5	to	to	PART
ertr-727	97	6	identify	identify	VERB
ertr-727	97	7	service	service	NOUN
ertr-727	97	8	quality	quality	NOUN
ertr-727	97	9	attributes	attribute	NOUN
ertr-727	97	10	at	at	ADP
ertr-727	97	11	the	the	DET
ertr-727	97	12	item	item	NOUN
ertr-727	97	13	level	level	NOUN
ertr-727	97	14	that	that	PRON
ertr-727	97	15	needs	need	VERB
ertr-727	97	16	attention	attention	NOUN
ertr-727	97	17	by	by	ADP
ertr-727	97	18	transferring	transfer	VERB
ertr-727	97	19	the	the	DET
ertr-727	97	20	expectation	expectation	NOUN
ertr-727	97	21	and	and	CCONJ
ertr-727	97	22	experience	experience	NOUN
ertr-727	97	23	results	result	NOUN
ertr-727	97	24	at	at	ADP
ertr-727	97	25	the	the	DET
ertr-727	97	26	item	item	NOUN
ertr-727	97	27	-	-	PUNCT
ertr-727	97	28	level	level	NOUN
ertr-727	97	29	to	to	ADP
ertr-727	97	30	the	the	DET
ertr-727	97	31	eea	eea	PROPN
ertr-727	97	32	grid	grid	NOUN
ertr-727	97	33	,	,	PUNCT
ertr-727	97	34	as	as	SCONJ
ertr-727	97	35	shown	show	VERB
ertr-727	97	36	in	in	ADP
ertr-727	97	37	figure	figure	NOUN
ertr-727	97	38	2	2	NUM
ertr-727	97	39	.	.	PUNCT
ertr-727	98	1	the	the	DET
ertr-727	98	2	x	x	NOUN
ertr-727	98	3	-	-	NOUN
ertr-727	98	4	axis	axis	NOUN
ertr-727	98	5	represents	represent	VERB
ertr-727	98	6	the	the	DET
ertr-727	98	7	business	business	NOUN
ertr-727	98	8	travelers	traveler	NOUN
ertr-727	98	9	'	'	PART
ertr-727	98	10	experience	experience	NOUN
ertr-727	98	11	with	with	ADP
ertr-727	98	12	lcas	lcas	NOUN
ertr-727	98	13	,	,	PUNCT
ertr-727	98	14	while	while	SCONJ
ertr-727	98	15	the	the	DET
ertr-727	98	16	y	y	NOUN
ertr-727	98	17	-	-	PUNCT
ertr-727	98	18	axis	axis	NOUN
ertr-727	98	19	shows	show	VERB
ertr-727	98	20	business	business	NOUN
ertr-727	98	21	travelers	traveler	NOUN
ertr-727	98	22	'	'	PART
ertr-727	98	23	expectations	expectation	NOUN
ertr-727	98	24	regarding	regard	VERB
ertr-727	98	25	the	the	DET
ertr-727	98	26	service	service	NOUN
ertr-727	98	27	quality	quality	NOUN
ertr-727	98	28	of	of	ADP
ertr-727	98	29	lcas	lcas	NOUN
ertr-727	98	30	.	.	PUNCT
ertr-727	99	1	the	the	DET
ertr-727	99	2	four	four	NUM
ertr-727	99	3	quadrants	quadrant	NOUN
ertr-727	99	4	of	of	ADP
ertr-727	99	5	the	the	DET
ertr-727	99	6	eea	eea	PROPN
ertr-727	99	7	grid	grid	PROPN
ertr-727	99	8	were	be	AUX
ertr-727	99	9	constructed	construct	VERB
ertr-727	99	10	using	use	VERB
ertr-727	99	11	the	the	DET
ertr-727	99	12	highest	high	ADJ
ertr-727	99	13	,	,	PUNCT
ertr-727	99	14	lowest	low	ADJ
ertr-727	99	15	,	,	PUNCT
ertr-727	99	16	and	and	CCONJ
ertr-727	99	17	average	average	ADJ
ertr-727	99	18	mean	mean	NOUN
ertr-727	99	19	scores	score	NOUN
ertr-727	99	20	for	for	ADP
ertr-727	99	21	business	business	NOUN
ertr-727	99	22	travelers	traveler	NOUN
ertr-727	99	23	'	'	PART
ertr-727	99	24	expectations	expectation	NOUN
ertr-727	99	25	and	and	CCONJ
ertr-727	99	26	experience	experience	NOUN
ertr-727	99	27	at	at	ADP
ertr-727	99	28	the	the	DET
ertr-727	99	29	item	item	NOUN
ertr-727	99	30	level	level	NOUN
ertr-727	99	31	.	.	PUNCT
ertr-727	100	1	http://ertr.tamu.edu/	http://ertr.tamu.edu/	PROPN
ertr-727	101	1	e	e	NOUN
ertr-727	101	2	-	-	NOUN
ertr-727	101	3	review	review	NOUN
ertr-727	101	4	of	of	ADP
ertr-727	101	5	tourism	tourism	NOUN
ertr-727	101	6	research	research	NOUN
ertr-727	101	7	(	(	PUNCT
ertr-727	101	8	ertr	ertr	NOUN
ertr-727	101	9	)	)	PUNCT
ertr-727	101	10	,	,	PUNCT
ertr-727	101	11	vol	vol	NOUN
ertr-727	101	12	.	.	PROPN
ertr-727	101	13	18	18	NUM
ertr-727	101	14	,	,	PUNCT
ertr-727	101	15	no	no	INTJ
ertr-727	101	16	.	.	NOUN
ertr-727	101	17	3	3	NUM
ertr-727	101	18	,	,	PUNCT
ertr-727	101	19	2020	2020	NUM
ertr-727	101	20	http://ertr.tamu.edu	http://ertr.tamu.edu	NOUN
ertr-727	101	21	386	386	NUM
ertr-727	101	22	issn:1941	issn:1941	ADJ
ertr-727	101	23	-	-	PUNCT
ertr-727	101	24	5842	5842	NUM
ertr-727	101	25	table	table	NOUN
ertr-727	101	26	3	3	NUM
ertr-727	101	27	:	:	PUNCT
ertr-727	101	28	mean	mean	NOUN
ertr-727	101	29	rating	rating	NOUN
ertr-727	101	30	on	on	ADP
ertr-727	101	31	the	the	DET
ertr-727	101	32	expectations	expectation	NOUN
ertr-727	101	33	and	and	CCONJ
ertr-727	101	34	perceptions	perception	NOUN
ertr-727	101	35	of	of	ADP
ertr-727	101	36	business	business	NOUN
ertr-727	101	37	travellers	traveller	NOUN
ertr-727	101	38	factors	factor	NOUN
ertr-727	101	39	and	and	CCONJ
ertr-727	101	40	items	item	NOUN
ertr-727	101	41	expectations	expectation	NOUN
ertr-727	101	42	experience	experience	NOUN
ertr-727	101	43	mean	mean	VERB
ertr-727	101	44	difference	difference	NOUN
ertr-727	101	45	(	(	PUNCT
ertr-727	101	46	𝛿	𝛿	ADJ
ertr-727	101	47	)	)	PUNCT
ertr-727	101	48	mean	mean	NOUN
ertr-727	101	49	sd	sd	PART
ertr-727	101	50	mean	mean	VERB
ertr-727	101	51	sd	sd	ADP
ertr-727	101	52	𝛿	𝛿	DET
ertr-727	101	53	t	t	NOUN
ertr-727	101	54	-	-	PUNCT
ertr-727	101	55	value	value	NOUN
ertr-727	101	56	tangibility	tangibility	NOUN
ertr-727	101	57	4.54	4.54	NUM
ertr-727	101	58	0.65	0.65	NUM
ertr-727	101	59	4.02	4.02	NUM
ertr-727	101	60	0.80	0.80	NUM
ertr-727	101	61	0.52	0.52	NUM
ertr-727	101	62	8.844	8.844	NUM
ertr-727	101	63	*	*	PUNCT
ertr-727	101	64	*	*	PUNCT
ertr-727	101	65	*	*	PUNCT
ertr-727	102	1	t1	t1	NUM
ertr-727	102	2	lcas	lcas	NOUN
ertr-727	102	3	should	should	AUX
ertr-727	102	4	have	have	VERB
ertr-727	102	5	modern	modern	ADJ
ertr-727	102	6	aircrafts	aircraft	NOUN
ertr-727	102	7	4.67	4.67	NUM
ertr-727	102	8	0.56	0.56	NUM
ertr-727	102	9	4.22	4.22	NUM
ertr-727	102	10	0.69	0.69	NUM
ertr-727	102	11	0.45	0.45	NUM
ertr-727	102	12	6.831	6.831	NUM
ertr-727	102	13	*	*	PUNCT
ertr-727	102	14	*	*	PUNCT
ertr-727	102	15	*	*	PUNCT
ertr-727	102	16	t2	t2	PROPN
ertr-727	102	17	the	the	DET
ertr-727	102	18	physical	physical	ADJ
ertr-727	102	19	facilities	facility	NOUN
ertr-727	102	20	inside	inside	ADP
ertr-727	102	21	the	the	DET
ertr-727	102	22	aircraft	aircraft	NOUN
ertr-727	102	23	should	should	AUX
ertr-727	102	24	be	be	AUX
ertr-727	102	25	good	good	ADJ
ertr-727	102	26	4.21	4.21	NUM
ertr-727	102	27	0.65	0.65	NUM
ertr-727	102	28	3.63	3.63	NUM
ertr-727	102	29	0.80	0.80	NUM
ertr-727	102	30	0.58	0.58	NUM
ertr-727	102	31	7.631	7.631	NUM
ertr-727	102	32	*	*	PUNCT
ertr-727	102	33	*	*	PUNCT
ertr-727	102	34	*	*	PUNCT
ertr-727	102	35	t3	t3	NOUN
ertr-727	102	36	lcas	lcas	NOUN
ertr-727	102	37	should	should	AUX
ertr-727	102	38	give	give	VERB
ertr-727	102	39	clear	clear	ADJ
ertr-727	102	40	information	information	NOUN
ertr-727	102	41	to	to	ADP
ertr-727	102	42	its	its	PRON
ertr-727	102	43	passengers	passenger	NOUN
ertr-727	102	44	regarding	regard	VERB
ertr-727	102	45	policies	policy	NOUN
ertr-727	102	46	,	,	PUNCT
ertr-727	102	47	timings	timing	NOUN
ertr-727	102	48	,	,	PUNCT
ertr-727	102	49	offers	offer	NOUN
ertr-727	102	50	,	,	PUNCT
ertr-727	102	51	and	and	CCONJ
ertr-727	102	52	any	any	DET
ertr-727	102	53	changes	change	NOUN
ertr-727	102	54	made	make	VERB
ertr-727	102	55	.	.	PUNCT
ertr-727	103	1	4.52	4.52	NUM
ertr-727	103	2	0.73	0.73	NUM
ertr-727	103	3	3.81	3.81	NUM
ertr-727	103	4	0.97	0.97	NUM
ertr-727	103	5	0.71	0.71	NUM
ertr-727	103	6	7.318	7.318	NUM
ertr-727	103	7	*	*	PUNCT
ertr-727	103	8	*	*	PUNCT
ertr-727	103	9	*	*	PUNCT
ertr-727	103	10	t4	t4	PROPN
ertr-727	103	11	lcas	lcas	PROPN
ertr-727	103	12	should	should	AUX
ertr-727	103	13	pay	pay	VERB
ertr-727	103	14	careful	careful	ADJ
ertr-727	103	15	attention	attention	NOUN
ertr-727	103	16	to	to	ADP
ertr-727	103	17	the	the	DET
ertr-727	103	18	safety	safety	NOUN
ertr-727	103	19	of	of	ADP
ertr-727	103	20	the	the	DET
ertr-727	103	21	aircraft	aircraft	NOUN
ertr-727	103	22	.	.	PUNCT
ertr-727	104	1	4.73	4.73	NUM
ertr-727	104	2	0.57	0.57	NUM
ertr-727	104	3	4.23	4.23	NUM
ertr-727	104	4	0.72	0.72	NUM
ertr-727	104	5	0.50	0.50	NUM
ertr-727	104	6	6.606	6.606	NUM
ertr-727	104	7	*	*	PUNCT
ertr-727	104	8	*	*	PUNCT
ertr-727	104	9	*	*	PUNCT
ertr-727	104	10	t5	t5	PROPN
ertr-727	104	11	lca	lca	PROPN
ertr-727	104	12	should	should	AUX
ertr-727	104	13	maintain	maintain	VERB
ertr-727	104	14	a	a	DET
ertr-727	104	15	required	required	ADJ
ertr-727	104	16	level	level	NOUN
ertr-727	104	17	of	of	ADP
ertr-727	104	18	hygiene	hygiene	NOUN
ertr-727	104	19	(	(	PUNCT
ertr-727	104	20	cleanliness	cleanliness	NOUN
ertr-727	104	21	)	)	PUNCT
ertr-727	104	22	in	in	ADP
ertr-727	104	23	the	the	DET
ertr-727	104	24	aircraft	aircraft	NOUN
ertr-727	104	25	4.68	4.68	NUM
ertr-727	104	26	0.61	0.61	NUM
ertr-727	104	27	4.02	4.02	NUM
ertr-727	104	28	0.87	0.87	NUM
ertr-727	104	29	0.66	0.66	NUM
ertr-727	104	30	8.705	8.705	NUM
ertr-727	104	31	*	*	PUNCT
ertr-727	104	32	*	*	PUNCT
ertr-727	104	33	*	*	PUNCT
ertr-727	104	34	t6	t6	PROPN
ertr-727	104	35	employees	employee	NOUN
ertr-727	104	36	should	should	AUX
ertr-727	104	37	all	all	PRON
ertr-727	104	38	appear	appear	VERB
ertr-727	104	39	professionally	professionally	ADV
ertr-727	104	40	dressed	dress	VERB
ertr-727	104	41	4.43	4.43	NUM
ertr-727	104	42	0.76	0.76	NUM
ertr-727	104	43	4.20	4.20	NUM
ertr-727	104	44	0.77	0.77	NUM
ertr-727	104	45	0.23	0.23	NUM
ertr-727	104	46	2.557	2.557	NUM
ertr-727	104	47	*	*	PUNCT
ertr-727	104	48	reliability	reliability	NOUN
ertr-727	104	49	4.60	4.60	NUM
ertr-727	104	50	0.60	0.60	NUM
ertr-727	104	51	3.93	3.93	NUM
ertr-727	104	52	0.85	0.85	NUM
ertr-727	104	53	0.67	0.67	NUM
ertr-727	104	54	11.527	11.527	NUM
ertr-727	104	55	*	*	PUNCT
ertr-727	104	56	*	*	PUNCT
ertr-727	104	57	*	*	PUNCT
ertr-727	104	58	r1	r1	PROPN
ertr-727	104	59	lca	lca	PROPN
ertr-727	104	60	’s	’s	PART
ertr-727	104	61	should	should	AUX
ertr-727	104	62	keep	keep	VERB
ertr-727	104	63	up	up	ADP
ertr-727	104	64	to	to	ADP
ertr-727	104	65	their	their	PRON
ertr-727	104	66	promise	promise	NOUN
ertr-727	104	67	4.65	4.65	NUM
ertr-727	104	68	0.61	0.61	NUM
ertr-727	104	69	3.81	3.81	NUM
ertr-727	104	70	0.83	0.83	NUM
ertr-727	104	71	0.84	0.84	NUM
ertr-727	104	72	10.800	10.800	NUM
ertr-727	104	73	*	*	PUNCT
ertr-727	104	74	*	*	PUNCT
ertr-727	104	75	*	*	PUNCT
ertr-727	104	76	r2	r2	NOUN
ertr-727	104	77	the	the	DET
ertr-727	104	78	passengers	passenger	NOUN
ertr-727	104	79	should	should	AUX
ertr-727	104	80	feel	feel	VERB
ertr-727	104	81	safe	safe	ADJ
ertr-727	104	82	and	and	CCONJ
ertr-727	104	83	secure	secure	ADJ
ertr-727	104	84	when	when	SCONJ
ertr-727	104	85	dealing	deal	VERB
ertr-727	104	86	with	with	ADP
ertr-727	104	87	the	the	DET
ertr-727	104	88	airline	airline	NOUN
ertr-727	104	89	and	and	CCONJ
ertr-727	104	90	its	its	PRON
ertr-727	104	91	staff	staff	NOUN
ertr-727	104	92	4.67	4.67	NUM
ertr-727	104	93	0.57	0.57	NUM
ertr-727	104	94	4.13	4.13	NUM
ertr-727	104	95	0.71	0.71	NUM
ertr-727	104	96	0.54	0.54	NUM
ertr-727	104	97	7.862	7.862	NUM
ertr-727	104	98	*	*	PUNCT
ertr-727	104	99	*	*	PUNCT
ertr-727	104	100	*	*	PUNCT
ertr-727	104	101	r3	r3	PROPN
ertr-727	104	102	lca	lca	PROPN
ertr-727	104	103	should	should	AUX
ertr-727	104	104	give	give	VERB
ertr-727	104	105	priority	priority	NOUN
ertr-727	104	106	to	to	ADP
ertr-727	104	107	on	on	ADP
ertr-727	104	108	-	-	PUNCT
ertr-727	104	109	time	time	NOUN
ertr-727	104	110	performance	performance	NOUN
ertr-727	104	111	.	.	PUNCT
ertr-727	105	1	4.58	4.58	NUM
ertr-727	105	2	0.61	0.61	NUM
ertr-727	105	3	3.77	3.77	NUM
ertr-727	105	4	0.95	0.95	NUM
ertr-727	105	5	0.81	0.81	NUM
ertr-727	105	6	9.277	9.277	NUM
ertr-727	105	7	*	*	PUNCT
ertr-727	105	8	*	*	PUNCT
ertr-727	105	9	*	*	PUNCT
ertr-727	105	10	r4	r4	VERB
ertr-727	105	11	the	the	DET
ertr-727	105	12	staff	staff	NOUN
ertr-727	105	13	of	of	ADP
ertr-727	105	14	the	the	DET
ertr-727	105	15	airline	airline	NOUN
ertr-727	105	16	should	should	AUX
ertr-727	105	17	perform	perform	VERB
ertr-727	105	18	their	their	PRON
ertr-727	105	19	tasks	task	NOUN
ertr-727	105	20	correctly	correctly	ADV
ertr-727	105	21	.	.	PUNCT
ertr-727	106	1	4.51	4.51	NUM
ertr-727	106	2	0.59	0.59	NUM
ertr-727	106	3	4.10	4.10	NUM
ertr-727	106	4	0.74	0.74	NUM
ertr-727	106	5	0.41	0.41	NUM
ertr-727	106	6	5.771	5.771	NUM
ertr-727	106	7	*	*	PUNCT
ertr-727	106	8	*	*	PUNCT
ertr-727	106	9	*	*	PUNCT
ertr-727	106	10	r5	r5	PROPN
ertr-727	106	11	the	the	DET
ertr-727	106	12	website	website	NOUN
ertr-727	106	13	of	of	ADP
ertr-727	106	14	the	the	DET
ertr-727	106	15	airline	airline	NOUN
ertr-727	106	16	should	should	AUX
ertr-727	106	17	provide	provide	VERB
ertr-727	106	18	accurate	accurate	ADJ
ertr-727	106	19	information	information	NOUN
ertr-727	106	20	4.61	4.61	NUM
ertr-727	106	21	0.58	0.58	NUM
ertr-727	106	22	3.87	3.87	NUM
ertr-727	106	23	0.97	0.97	NUM
ertr-727	106	24	0.74	0.74	NUM
ertr-727	106	25	8.237	8.237	NUM
ertr-727	106	26	*	*	PUNCT
ertr-727	106	27	*	*	PUNCT
ertr-727	106	28	*	*	AUX
ertr-727	106	29	r6	r6	VERB
ertr-727	106	30	the	the	DET
ertr-727	106	31	luggage	luggage	NOUN
ertr-727	106	32	should	should	AUX
ertr-727	106	33	be	be	AUX
ertr-727	106	34	received	receive	VERB
ertr-727	106	35	on	on	ADP
ertr-727	106	36	time	time	NOUN
ertr-727	106	37	without	without	ADP
ertr-727	106	38	any	any	DET
ertr-727	106	39	delays	delay	NOUN
ertr-727	106	40	4.57	4.57	NUM
ertr-727	106	41	0.63	0.63	NUM
ertr-727	106	42	3.89	3.89	NUM
ertr-727	106	43	0.88	0.88	NUM
ertr-727	106	44	0.68	0.68	NUM
ertr-727	106	45	8.453	8.453	NUM
ertr-727	106	46	*	*	PUNCT
ertr-727	106	47	*	*	PUNCT
ertr-727	106	48	*	*	PUNCT
ertr-727	106	49	assurance	assurance	NOUN
ertr-727	106	50	4.51	4.51	NUM
ertr-727	106	51	0.64	0.64	NUM
ertr-727	106	52	4.05	4.05	NUM
ertr-727	106	53	0.74	0.74	NUM
ertr-727	106	54	0.46	0.46	NUM
ertr-727	106	55	7.493	7.493	NUM
ertr-727	106	56	*	*	PUNCT
ertr-727	106	57	*	*	PUNCT
ertr-727	106	58	*	*	PUNCT
ertr-727	106	59	a1	a1	NOUN
ertr-727	106	60	employees	employee	NOUN
ertr-727	106	61	should	should	AUX
ertr-727	106	62	be	be	AUX
ertr-727	106	63	friendly	friendly	ADJ
ertr-727	106	64	and	and	CCONJ
ertr-727	106	65	accessible	accessible	ADJ
ertr-727	106	66	to	to	PART
ertr-727	106	67	assist	assist	VERB
ertr-727	106	68	customers	customer	NOUN
ertr-727	106	69	.	.	PUNCT
ertr-727	107	1	4.52	4.52	NUM
ertr-727	107	2	0.60	0.60	NUM
ertr-727	107	3	4.05	4.05	NUM
ertr-727	107	4	0.75	0.75	NUM
ertr-727	107	5	0.47	0.47	NUM
ertr-727	107	6	6.566	6.566	NUM
ertr-727	107	7	*	*	PUNCT
ertr-727	107	8	*	*	PUNCT
ertr-727	107	9	*	*	PUNCT
ertr-727	107	10	a2	a2	PROPN
ertr-727	107	11	the	the	DET
ertr-727	107	12	employees	employee	NOUN
ertr-727	107	13	of	of	ADP
ertr-727	107	14	the	the	DET
ertr-727	107	15	airline	airline	NOUN
ertr-727	107	16	should	should	AUX
ertr-727	107	17	inspire	inspire	VERB
ertr-727	107	18	confidence	confidence	NOUN
ertr-727	107	19	in	in	ADP
ertr-727	107	20	the	the	DET
ertr-727	107	21	customers	customer	NOUN
ertr-727	107	22	.	.	PUNCT
ertr-727	108	1	4.46	4.46	NUM
ertr-727	108	2	0.71	0.71	NUM
ertr-727	108	3	4.01	4.01	NUM
ertr-727	108	4	0.71	0.71	NUM
ertr-727	108	5	0.45	0.45	NUM
ertr-727	108	6	6.219	6.219	NUM
ertr-727	108	7	*	*	PUNCT
ertr-727	108	8	*	*	PUNCT
ertr-727	108	9	*	*	PUNCT
ertr-727	108	10	a3	a3	NOUN
ertr-727	108	11	the	the	DET
ertr-727	108	12	employees	employee	NOUN
ertr-727	108	13	should	should	AUX
ertr-727	108	14	be	be	AUX
ertr-727	108	15	polite	polite	ADJ
ertr-727	108	16	and	and	CCONJ
ertr-727	108	17	courteous	courteous	ADJ
ertr-727	108	18	at	at	ADP
ertr-727	108	19	all	all	DET
ertr-727	108	20	times	time	NOUN
ertr-727	108	21	.	.	PUNCT
ertr-727	109	1	4.56	4.56	NUM
ertr-727	109	2	0.61	0.61	NUM
ertr-727	109	3	4.09	4.09	NUM
ertr-727	109	4	0.76	0.76	NUM
ertr-727	109	5	0.47	0.47	NUM
ertr-727	109	6	6.566	6.566	NUM
ertr-727	109	7	*	*	PUNCT
ertr-727	109	8	*	*	PUNCT
ertr-727	109	9	*	*	NOUN
ertr-727	109	10	empathy	empathy	NOUN
ertr-727	109	11	4.28	4.28	NUM
ertr-727	109	12	0.79	0.79	NUM
ertr-727	109	13	3.76	3.76	NUM
ertr-727	109	14	0.80	0.80	NUM
ertr-727	109	15	0.52	0.52	NUM
ertr-727	109	16	6.494	6.494	NUM
ertr-727	109	17	*	*	PUNCT
ertr-727	109	18	*	*	PUNCT
ertr-727	109	19	*	*	PUNCT
ertr-727	109	20	e1	e1	NOUN
ertr-727	109	21	lca	lca	PROPN
ertr-727	109	22	should	should	AUX
ertr-727	109	23	frequently	frequently	ADV
ertr-727	109	24	communicate	communicate	VERB
ertr-727	109	25	with	with	ADP
ertr-727	109	26	passengers	passenger	NOUN
ertr-727	109	27	in	in	ADP
ertr-727	109	28	case	case	NOUN
ertr-727	109	29	of	of	ADP
ertr-727	109	30	any	any	DET
ertr-727	109	31	problems	problem	NOUN
ertr-727	109	32	or	or	CCONJ
ertr-727	109	33	delays	delay	NOUN
ertr-727	109	34	.	.	PUNCT
ertr-727	110	1	4.54	4.54	NUM
ertr-727	110	2	0.67	0.67	NUM
ertr-727	110	3	3.72	3.72	NUM
ertr-727	110	4	0.85	0.85	NUM
ertr-727	110	5	0.82	0.82	NUM
ertr-727	110	6	9.564	9.564	NUM
ertr-727	110	7	*	*	PUNCT
ertr-727	110	8	*	*	PUNCT
ertr-727	110	9	*	*	AUX
ertr-727	110	10	e2	e2	PROPN
ertr-727	110	11	the	the	DET
ertr-727	110	12	employees	employee	NOUN
ertr-727	110	13	should	should	AUX
ertr-727	110	14	develop	develop	VERB
ertr-727	110	15	trust	trust	NOUN
ertr-727	110	16	in	in	ADP
ertr-727	110	17	their	their	PRON
ertr-727	110	18	passengers	passenger	NOUN
ertr-727	110	19	.	.	PUNCT
ertr-727	111	1	4.27	4.27	NUM
ertr-727	111	2	0.82	0.82	NUM
ertr-727	111	3	3.82	3.82	NUM
ertr-727	111	4	0.72	0.72	NUM
ertr-727	111	5	0.45	0.45	NUM
ertr-727	111	6	5.484	5.484	NUM
ertr-727	111	7	*	*	PUNCT
ertr-727	111	8	*	*	PUNCT
ertr-727	111	9	*	*	PUNCT
ertr-727	111	10	e3	e3	VERB
ertr-727	111	11	the	the	DET
ertr-727	111	12	staff	staff	NOUN
ertr-727	111	13	should	should	AUX
ertr-727	111	14	have	have	VERB
ertr-727	111	15	a	a	DET
ertr-727	111	16	positive	positive	ADJ
ertr-727	111	17	attitude	attitude	NOUN
ertr-727	111	18	towards	towards	ADP
ertr-727	111	19	their	their	PRON
ertr-727	111	20	customers	customer	NOUN
ertr-727	111	21	.	.	PUNCT
ertr-727	112	1	4.46	4.46	NUM
ertr-727	112	2	0.65	0.65	NUM
ertr-727	112	3	3.89	3.89	NUM
ertr-727	112	4	0.80	0.80	NUM
ertr-727	112	5	0.57	0.57	NUM
ertr-727	112	6	6.914	6.914	NUM
ertr-727	112	7	*	*	PUNCT
ertr-727	112	8	*	*	PUNCT
ertr-727	112	9	*	*	AUX
ertr-727	112	10	e4	e4	PROPN
ertr-727	112	11	the	the	DET
ertr-727	112	12	employees	employee	NOUN
ertr-727	112	13	should	should	AUX
ertr-727	112	14	give	give	VERB
ertr-727	112	15	personal	personal	ADJ
ertr-727	112	16	attention	attention	NOUN
ertr-727	112	17	to	to	ADP
ertr-727	112	18	each	each	PRON
ertr-727	112	19	of	of	ADP
ertr-727	112	20	their	their	PRON
ertr-727	112	21	passengers	passenger	NOUN
ertr-727	112	22	.	.	PUNCT
ertr-727	113	1	4.11	4.11	NUM
ertr-727	113	2	0.90	0.90	NUM
ertr-727	113	3	3.70	3.70	NUM
ertr-727	113	4	0.78	0.78	NUM
ertr-727	113	5	0.41	0.41	NUM
ertr-727	113	6	4.764	4.764	NUM
ertr-727	113	7	*	*	PUNCT
ertr-727	113	8	*	*	PUNCT
ertr-727	113	9	*	*	PUNCT
ertr-727	113	10	e5	e5	PROPN
ertr-727	113	11	employees	employee	NOUN
ertr-727	113	12	should	should	AUX
ertr-727	113	13	know	know	VERB
ertr-727	113	14	what	what	PRON
ertr-727	113	15	the	the	DET
ertr-727	113	16	needs	need	NOUN
ertr-727	113	17	of	of	ADP
ertr-727	113	18	their	their	PRON
ertr-727	113	19	individual	individual	ADJ
ertr-727	113	20	customers	customer	NOUN
ertr-727	113	21	are	be	AUX
ertr-727	113	22	.	.	PUNCT
ertr-727	114	1	4.03	4.03	NUM
ertr-727	114	2	0.90	0.90	NUM
ertr-727	114	3	3.65	3.65	NUM
ertr-727	114	4	0.84	0.84	NUM
ertr-727	114	5	0.38	0.38	NUM
ertr-727	114	6	4.431	4.431	NUM
ertr-727	114	7	*	*	PUNCT
ertr-727	114	8	*	*	PUNCT
ertr-727	114	9	*	*	PROPN
ertr-727	114	10	responsiveness	responsiveness	NOUN
ertr-727	114	11	4.24	4.24	NUM
ertr-727	114	12	0.78	0.78	NUM
ertr-727	114	13	3.63	3.63	NUM
ertr-727	114	14	0.84	0.84	NUM
ertr-727	114	15	0.61	0.61	NUM
ertr-727	114	16	9.169	9.169	NUM
ertr-727	114	17	*	*	PUNCT
ertr-727	114	18	*	*	PUNCT
ertr-727	114	19	*	*	PUNCT
ertr-727	114	20	res1	res1	PROPN
ertr-727	114	21	lca	lca	PROPN
ertr-727	114	22	should	should	AUX
ertr-727	114	23	show	show	VERB
ertr-727	114	24	a	a	DET
ertr-727	114	25	sincere	sincere	ADJ
ertr-727	114	26	effort	effort	NOUN
ertr-727	114	27	in	in	ADP
ertr-727	114	28	solving	solve	VERB
ertr-727	114	29	customer	customer	NOUN
ertr-727	114	30	problem	problem	NOUN
ertr-727	114	31	or	or	CCONJ
ertr-727	114	32	complaint	complaint	VERB
ertr-727	114	33	4.49	4.49	NUM
ertr-727	114	34	0.66	0.66	NUM
ertr-727	114	35	3.61	3.61	NUM
ertr-727	114	36	0.87	0.87	NUM
ertr-727	114	37	0.88	0.88	NUM
ertr-727	114	38	10.138	10.138	NUM
ertr-727	114	39	*	*	PUNCT
ertr-727	114	40	*	*	PUNCT
ertr-727	114	41	*	*	AUX
ertr-727	114	42	res2	res2	PROPN
ertr-727	114	43	lca	lca	PROPN
ertr-727	114	44	employees	employee	NOUN
ertr-727	114	45	should	should	AUX
ertr-727	114	46	possess	possess	VERB
ertr-727	114	47	the	the	DET
ertr-727	114	48	required	require	VERB
ertr-727	114	49	skill	skill	NOUN
ertr-727	114	50	and	and	CCONJ
ertr-727	114	51	knowledge	knowledge	NOUN
ertr-727	114	52	to	to	PART
ertr-727	114	53	answer	answer	VERB
ertr-727	114	54	customer	customer	NOUN
ertr-727	114	55	questions	question	NOUN
ertr-727	114	56	4.42	4.42	NUM
ertr-727	114	57	0.64	0.64	NUM
ertr-727	114	58	3.76	3.76	NUM
ertr-727	114	59	0.80	0.80	NUM
ertr-727	114	60	0.66	0.66	NUM
ertr-727	114	61	8.222	8.222	NUM
ertr-727	114	62	*	*	PUNCT
ertr-727	114	63	*	*	PUNCT
ertr-727	114	64	*	*	PUNCT
ertr-727	114	65	res3	res3	PROPN
ertr-727	114	66	the	the	DET
ertr-727	114	67	crew	crew	NOUN
ertr-727	114	68	on	on	ADP
ertr-727	114	69	board	board	NOUN
ertr-727	114	70	should	should	AUX
ertr-727	114	71	provide	provide	VERB
ertr-727	114	72	timely	timely	ADJ
ertr-727	114	73	inflight	inflight	ADJ
ertr-727	114	74	services	service	NOUN
ertr-727	114	75	to	to	ADP
ertr-727	114	76	passengers	passenger	NOUN
ertr-727	114	77	3.80	3.80	NUM
ertr-727	114	78	1.05	1.05	NUM
ertr-727	114	79	3.51	3.51	NUM
ertr-727	114	80	0.84	0.84	NUM
ertr-727	114	81	0.29	0.29	NUM
ertr-727	114	82	3.035	3.035	NUM
ertr-727	114	83	*	*	PUNCT
ertr-727	114	84	*	*	PUNCT
ertr-727	114	85	mean	mean	ADJ
ertr-727	114	86	scale	scale	NOUN
ertr-727	114	87	:	:	PUNCT
ertr-727	114	88	1	1	NUM
ertr-727	114	89	-	-	SYM
ertr-727	114	90	5	5	NUM
ertr-727	114	91	;	;	PUNCT
ertr-727	114	92	*	*	PUNCT
ertr-727	114	93	significant	significant	ADJ
ertr-727	114	94	at	at	ADP
ertr-727	114	95	p<0.05	p<0.05	NOUN
ertr-727	114	96	;	;	PUNCT
ertr-727	114	97	*	*	PUNCT
ertr-727	114	98	*	*	PUNCT
ertr-727	114	99	significant	significant	ADJ
ertr-727	114	100	at	at	ADP
ertr-727	114	101	p<0.01	p<0.01	PROPN
ertr-727	114	102	;	;	PUNCT
ertr-727	114	103	*	*	PUNCT
ertr-727	114	104	*	*	PUNCT
ertr-727	114	105	*	*	PUNCT
ertr-727	114	106	significant	significant	ADJ
ertr-727	114	107	at	at	ADP
ertr-727	114	108	p<0.001	p<0.001	ADJ
ertr-727	114	109	http://ertr.tamu.edu/	http://ertr.tamu.edu/	X
ertr-727	114	110	e	e	NOUN
ertr-727	114	111	-	-	NOUN
ertr-727	114	112	review	review	NOUN
ertr-727	114	113	of	of	ADP
ertr-727	114	114	tourism	tourism	NOUN
ertr-727	114	115	research	research	NOUN
ertr-727	114	116	(	(	PUNCT
ertr-727	114	117	ertr	ertr	NOUN
ertr-727	114	118	)	)	PUNCT
ertr-727	114	119	,	,	PUNCT
ertr-727	114	120	vol	vol	NOUN
ertr-727	114	121	.	.	PROPN
ertr-727	114	122	18	18	NUM
ertr-727	114	123	,	,	PUNCT
ertr-727	114	124	no	no	INTJ
ertr-727	114	125	.	.	NOUN
ertr-727	114	126	3	3	NUM
ertr-727	114	127	,	,	PUNCT
ertr-727	114	128	2020	2020	NUM
ertr-727	114	129	http://ertr.tamu.edu	http://ertr.tamu.edu	ADP
ertr-727	114	130	387	387	NUM
ertr-727	114	131	issn:1941	issn:1941	ADV
ertr-727	114	132	-	-	PUNCT
ertr-727	114	133	5842	5842	NUM
ertr-727	114	134	as	as	SCONJ
ertr-727	114	135	seen	see	VERB
ertr-727	114	136	in	in	ADP
ertr-727	114	137	figure	figure	NOUN
ertr-727	114	138	2	2	NUM
ertr-727	114	139	,	,	PUNCT
ertr-727	114	140	the	the	DET
ertr-727	114	141	first	first	ADJ
ertr-727	114	142	quadrant	quadrant	NOUN
ertr-727	114	143	represents	represent	VERB
ertr-727	114	144	the	the	DET
ertr-727	114	145	"	"	PUNCT
ertr-727	114	146	high	high	ADJ
ertr-727	114	147	priority	priority	NOUN
ertr-727	114	148	"	"	PUNCT
ertr-727	114	149	(	(	PUNCT
ertr-727	114	150	high	high	ADJ
ertr-727	114	151	expectation	expectation	NOUN
ertr-727	114	152	and	and	CCONJ
ertr-727	114	153	low	low	ADJ
ertr-727	114	154	experience	experience	NOUN
ertr-727	114	155	)	)	PUNCT
ertr-727	114	156	service	service	NOUN
ertr-727	114	157	quality	quality	NOUN
ertr-727	114	158	factors	factor	NOUN
ertr-727	114	159	that	that	PRON
ertr-727	114	160	lcas	lcas	NOUN
ertr-727	114	161	should	should	AUX
ertr-727	114	162	focus	focus	VERB
ertr-727	114	163	on	on	ADP
ertr-727	114	164	immediately	immediately	ADV
ertr-727	114	165	to	to	PART
ertr-727	114	166	attract	attract	VERB
ertr-727	114	167	or	or	CCONJ
ertr-727	114	168	retain	retain	VERB
ertr-727	114	169	business	business	NOUN
ertr-727	114	170	travelers	traveler	NOUN
ertr-727	114	171	.	.	PUNCT
ertr-727	115	1	this	this	PRON
ertr-727	115	2	includes	include	VERB
ertr-727	115	3	several	several	ADJ
ertr-727	115	4	items	item	NOUN
ertr-727	115	5	of	of	ADP
ertr-727	115	6	reliability	reliability	NOUN
ertr-727	115	7	dimension	dimension	NOUN
ertr-727	115	8	like	like	ADP
ertr-727	115	9	on	on	ADP
ertr-727	115	10	-	-	PUNCT
ertr-727	115	11	time	time	NOUN
ertr-727	115	12	performance	performance	NOUN
ertr-727	115	13	,	,	PUNCT
ertr-727	115	14	and	and	CCONJ
ertr-727	115	15	accuracy	accuracy	NOUN
ertr-727	115	16	of	of	ADP
ertr-727	115	17	the	the	DET
ertr-727	115	18	information	information	NOUN
ertr-727	115	19	and	and	CCONJ
ertr-727	115	20	other	other	ADJ
ertr-727	115	21	items	item	NOUN
ertr-727	115	22	related	relate	VERB
ertr-727	115	23	to	to	ADP
ertr-727	115	24	the	the	DET
ertr-727	115	25	clarity	clarity	NOUN
ertr-727	115	26	of	of	ADP
ertr-727	115	27	information	information	NOUN
ertr-727	115	28	,	,	PUNCT
ertr-727	115	29	frequency	frequency	NOUN
ertr-727	115	30	of	of	ADP
ertr-727	115	31	communication	communication	NOUN
ertr-727	115	32	,	,	PUNCT
ertr-727	115	33	and	and	CCONJ
ertr-727	115	34	putting	put	VERB
ertr-727	115	35	efforts	effort	NOUN
ertr-727	115	36	in	in	ADP
ertr-727	115	37	resolving	resolve	VERB
ertr-727	115	38	customer	customer	NOUN
ertr-727	115	39	complaints	complaint	NOUN
ertr-727	115	40	.	.	PUNCT
ertr-727	116	1	this	this	PRON
ertr-727	116	2	sends	send	VERB
ertr-727	116	3	a	a	DET
ertr-727	116	4	direct	direct	ADJ
ertr-727	116	5	message	message	NOUN
ertr-727	116	6	that	that	PRON
ertr-727	116	7	improvement	improvement	NOUN
ertr-727	116	8	efforts	effort	NOUN
ertr-727	116	9	should	should	AUX
ertr-727	116	10	prioritize	prioritize	VERB
ertr-727	116	11	these	these	DET
ertr-727	116	12	aspects	aspect	NOUN
ertr-727	116	13	.	.	PUNCT
ertr-727	117	1	the	the	DET
ertr-727	117	2	second	second	ADJ
ertr-727	117	3	"	"	PUNCT
ertr-727	117	4	keep	keep	VERB
ertr-727	117	5	up	up	ADP
ertr-727	117	6	the	the	DET
ertr-727	117	7	good	good	ADJ
ertr-727	117	8	work	work	NOUN
ertr-727	117	9	"	"	PUNCT
ertr-727	117	10	quadrant	quadrant	NOUN
ertr-727	117	11	(	(	PUNCT
ertr-727	117	12	high	high	ADJ
ertr-727	117	13	expectation	expectation	NOUN
ertr-727	117	14	and	and	CCONJ
ertr-727	117	15	high	high	ADJ
ertr-727	117	16	experience	experience	NOUN
ertr-727	117	17	)	)	PUNCT
ertr-727	117	18	represents	represent	VERB
ertr-727	117	19	those	those	DET
ertr-727	117	20	factors	factor	NOUN
ertr-727	117	21	where	where	SCONJ
ertr-727	117	22	customer	customer	NOUN
ertr-727	117	23	expectations	expectation	NOUN
ertr-727	117	24	are	be	AUX
ertr-727	117	25	high	high	ADJ
ertr-727	117	26	,	,	PUNCT
ertr-727	117	27	and	and	CCONJ
ertr-727	117	28	the	the	DET
ertr-727	117	29	experience	experience	NOUN
ertr-727	117	30	with	with	ADP
ertr-727	117	31	the	the	DET
ertr-727	117	32	service	service	NOUN
ertr-727	117	33	they	they	PRON
ertr-727	117	34	received	receive	VERB
ertr-727	117	35	are	be	AUX
ertr-727	117	36	considered	consider	VERB
ertr-727	117	37	as	as	SCONJ
ertr-727	117	38	satisfactorily	satisfactorily	ADV
ertr-727	117	39	met	meet	VERB
ertr-727	117	40	by	by	ADP
ertr-727	117	41	lcas	lcas	NOUN
ertr-727	117	42	.	.	PUNCT
ertr-727	118	1	a	a	DET
ertr-727	118	2	total	total	NOUN
ertr-727	118	3	of	of	ADP
ertr-727	118	4	eight	eight	NUM
ertr-727	118	5	items	item	NOUN
ertr-727	118	6	emerged	emerge	VERB
ertr-727	118	7	in	in	ADP
ertr-727	118	8	this	this	DET
ertr-727	118	9	quadrant	quadrant	NOUN
ertr-727	118	10	,	,	PUNCT
ertr-727	118	11	including	include	VERB
ertr-727	118	12	aspects	aspect	NOUN
ertr-727	118	13	such	such	ADJ
ertr-727	118	14	as	as	ADP
ertr-727	118	15	aircraft	aircraft	NOUN
ertr-727	118	16	hygiene	hygiene	NOUN
ertr-727	118	17	,	,	PUNCT
ertr-727	118	18	safety	safety	NOUN
ertr-727	118	19	,	,	PUNCT
ertr-727	118	20	security	security	NOUN
ertr-727	118	21	,	,	PUNCT
ertr-727	118	22	staff	staff	NOUN
ertr-727	118	23	politeness	politeness	NOUN
ertr-727	118	24	,	,	PUNCT
ertr-727	118	25	and	and	CCONJ
ertr-727	118	26	friendliness	friendliness	ADJ
ertr-727	118	27	.	.	PUNCT
ertr-727	119	1	the	the	DET
ertr-727	119	2	message	message	NOUN
ertr-727	119	3	here	here	ADV
ertr-727	119	4	for	for	ADP
ertr-727	119	5	lcas	lcas	NOUN
ertr-727	119	6	is	be	AUX
ertr-727	119	7	to	to	PART
ertr-727	119	8	keep	keep	VERB
ertr-727	119	9	up	up	ADP
ertr-727	119	10	the	the	DET
ertr-727	119	11	good	good	ADJ
ertr-727	119	12	work	work	NOUN
ertr-727	119	13	though	though	SCONJ
ertr-727	119	14	there	there	PRON
ertr-727	119	15	is	be	VERB
ertr-727	119	16	still	still	ADV
ertr-727	119	17	significant	significant	ADJ
ertr-727	119	18	room	room	NOUN
ertr-727	119	19	for	for	ADP
ertr-727	119	20	improvement	improvement	NOUN
ertr-727	119	21	the	the	DET
ertr-727	119	22	third	third	ADJ
ertr-727	119	23	"	"	PUNCT
ertr-727	119	24	low	low	ADJ
ertr-727	119	25	priority	priority	NOUN
ertr-727	119	26	"	"	PUNCT
ertr-727	119	27	(	(	PUNCT
ertr-727	119	28	low	low	ADJ
ertr-727	119	29	expectation	expectation	NOUN
ertr-727	119	30	and	and	CCONJ
ertr-727	119	31	low	low	ADJ
ertr-727	119	32	experience	experience	NOUN
ertr-727	119	33	)	)	PUNCT
ertr-727	119	34	represent	represent	VERB
ertr-727	119	35	factors	factor	NOUN
ertr-727	119	36	where	where	SCONJ
ertr-727	119	37	the	the	DET
ertr-727	119	38	airline	airline	NOUN
ertr-727	119	39	experience	experience	NOUN
ertr-727	119	40	is	be	AUX
ertr-727	119	41	not	not	PART
ertr-727	119	42	exceptional	exceptional	ADJ
ertr-727	119	43	,	,	PUNCT
ertr-727	119	44	and	and	CCONJ
ertr-727	119	45	passenger	passenger	NOUN
ertr-727	119	46	expectations	expectation	NOUN
ertr-727	119	47	are	be	AUX
ertr-727	119	48	also	also	ADV
ertr-727	119	49	low	low	ADJ
ertr-727	119	50	.	.	PUNCT
ertr-727	120	1	such	such	ADJ
ertr-727	120	2	factors	factor	NOUN
ertr-727	120	3	identified	identify	VERB
ertr-727	120	4	from	from	ADP
ertr-727	120	5	the	the	DET
ertr-727	120	6	study	study	NOUN
ertr-727	120	7	are	be	AUX
ertr-727	120	8	personalized	personalize	VERB
ertr-727	120	9	attention	attention	NOUN
ertr-727	120	10	for	for	ADP
ertr-727	120	11	passengers	passenger	NOUN
ertr-727	120	12	and	and	CCONJ
ertr-727	120	13	staff	staff	NOUN
ertr-727	120	14	knowledge	knowledge	NOUN
ertr-727	120	15	to	to	PART
ertr-727	120	16	answer	answer	VERB
ertr-727	120	17	employee	employee	NOUN
ertr-727	120	18	questions	question	NOUN
ertr-727	120	19	.	.	PUNCT
ertr-727	121	1	these	these	DET
ertr-727	121	2	factors	factor	NOUN
ertr-727	121	3	do	do	AUX
ertr-727	121	4	not	not	PART
ertr-727	121	5	warrant	warrant	VERB
ertr-727	121	6	immediate	immediate	ADJ
ertr-727	121	7	attention	attention	NOUN
ertr-727	121	8	(	(	PUNCT
ertr-727	121	9	vis	vis	X
ertr-727	121	10	-	-	PUNCT
ertr-727	121	11	à	à	X
ertr-727	121	12	-	-	PUNCT
ertr-727	121	13	vis	vis	X
ertr-727	121	14	items	item	NOUN
ertr-727	121	15	in	in	ADP
ertr-727	121	16	quadrant	quadrant	PROPN
ertr-727	121	17	i	i	PROPN
ertr-727	121	18	)	)	PUNCT
ertr-727	121	19	on	on	ADP
ertr-727	121	20	the	the	DET
ertr-727	121	21	part	part	NOUN
ertr-727	121	22	of	of	ADP
ertr-727	121	23	the	the	DET
ertr-727	121	24	airlines	airline	NOUN
ertr-727	121	25	as	as	ADP
ertr-727	121	26	passengers	passenger	NOUN
ertr-727	121	27	,	,	PUNCT
ertr-727	121	28	in	in	ADP
ertr-727	121	29	any	any	DET
ertr-727	121	30	case	case	NOUN
ertr-727	121	31	,	,	PUNCT
ertr-727	121	32	do	do	AUX
ertr-727	121	33	not	not	PART
ertr-727	121	34	expect	expect	VERB
ertr-727	121	35	high	high	ADJ
ertr-727	121	36	quality	quality	NOUN
ertr-727	121	37	in	in	ADP
ertr-727	121	38	these	these	DET
ertr-727	121	39	areas	area	NOUN
ertr-727	121	40	.	.	PUNCT
ertr-727	122	1	hence	hence	ADV
ertr-727	122	2	,	,	PUNCT
ertr-727	122	3	limited	limited	ADJ
ertr-727	122	4	resources	resource	NOUN
ertr-727	122	5	should	should	AUX
ertr-727	122	6	be	be	AUX
ertr-727	122	7	expended	expend	VERB
ertr-727	122	8	on	on	ADP
ertr-727	122	9	this	this	DET
ertr-727	122	10	low	low	ADJ
ertr-727	122	11	priority	priority	NOUN
ertr-727	122	12	quadrant	quadrant	NOUN
ertr-727	122	13	.	.	PUNCT
ertr-727	123	1	such	such	ADJ
ertr-727	123	2	factors	factor	NOUN
ertr-727	123	3	identified	identify	VERB
ertr-727	123	4	from	from	ADP
ertr-727	123	5	the	the	DET
ertr-727	123	6	study	study	NOUN
ertr-727	123	7	are	be	AUX
ertr-727	123	8	personalized	personalize	VERB
ertr-727	123	9	attention	attention	NOUN
ertr-727	123	10	for	for	ADP
ertr-727	123	11	passengers	passenger	NOUN
ertr-727	123	12	and	and	CCONJ
ertr-727	123	13	staff	staff	NOUN
ertr-727	123	14	knowledge	knowledge	NOUN
ertr-727	123	15	to	to	PART
ertr-727	123	16	answer	answer	VERB
ertr-727	123	17	customer	customer	NOUN
ertr-727	123	18	questions	question	NOUN
ertr-727	123	19	.	.	PUNCT
ertr-727	124	1	finally	finally	ADV
ertr-727	124	2	,	,	PUNCT
ertr-727	124	3	the	the	DET
ertr-727	124	4	fourth	fourth	ADJ
ertr-727	124	5	"	"	PUNCT
ertr-727	124	6	possible	possible	ADJ
ertr-727	124	7	overkill	overkill	NOUN
ertr-727	124	8	"	"	PUNCT
ertr-727	124	9	quadrant	quadrant	ADJ
ertr-727	124	10	(	(	PUNCT
ertr-727	124	11	low	low	ADJ
ertr-727	124	12	expectations	expectation	NOUN
ertr-727	124	13	but	but	CCONJ
ertr-727	124	14	high	high	ADJ
ertr-727	124	15	experience	experience	NOUN
ertr-727	124	16	)	)	PUNCT
ertr-727	124	17	represents	represent	VERB
ertr-727	124	18	factors	factor	NOUN
ertr-727	124	19	wherein	wherein	SCONJ
ertr-727	124	20	the	the	DET
ertr-727	124	21	perceived	perceive	VERB
ertr-727	124	22	expectations	expectation	NOUN
ertr-727	124	23	are	be	AUX
ertr-727	124	24	relatively	relatively	ADV
ertr-727	124	25	low	low	ADJ
ertr-727	124	26	,	,	PUNCT
ertr-727	124	27	but	but	CCONJ
ertr-727	124	28	experience	experience	NOUN
ertr-727	124	29	levels	level	NOUN
ertr-727	124	30	are	be	AUX
ertr-727	124	31	relatively	relatively	ADV
ertr-727	124	32	high	high	ADJ
ertr-727	124	33	.	.	PUNCT
ertr-727	125	1	the	the	DET
ertr-727	125	2	respondents	respondent	NOUN
ertr-727	125	3	are	be	AUX
ertr-727	125	4	satisfied	satisfied	ADJ
ertr-727	125	5	with	with	ADP
ertr-727	125	6	the	the	DET
ertr-727	125	7	experience	experience	NOUN
ertr-727	125	8	they	they	PRON
ertr-727	125	9	received	receive	VERB
ertr-727	125	10	,	,	PUNCT
ertr-727	125	11	but	but	CCONJ
ertr-727	125	12	managers	manager	NOUN
ertr-727	125	13	http://ertr.tamu.edu/	http://ertr.tamu.edu/	VERB
ertr-727	125	14	e	e	NOUN
ertr-727	125	15	-	-	NOUN
ertr-727	125	16	review	review	NOUN
ertr-727	125	17	of	of	ADP
ertr-727	125	18	tourism	tourism	NOUN
ertr-727	125	19	research	research	NOUN
ertr-727	125	20	(	(	PUNCT
ertr-727	125	21	ertr	ertr	NOUN
ertr-727	125	22	)	)	PUNCT
ertr-727	125	23	,	,	PUNCT
ertr-727	125	24	vol	vol	NOUN
ertr-727	125	25	.	.	PROPN
ertr-727	125	26	18	18	NUM
ertr-727	125	27	,	,	PUNCT
ertr-727	125	28	no	no	INTJ
ertr-727	125	29	.	.	NOUN
ertr-727	125	30	3	3	NUM
ertr-727	125	31	,	,	PUNCT
ertr-727	125	32	2020	2020	NUM
ertr-727	125	33	http://ertr.tamu.edu	http://ertr.tamu.edu	ADP
ertr-727	125	34	388	388	NUM
ertr-727	125	35	issn:1941	issn:1941	ADV
ertr-727	125	36	-	-	PUNCT
ertr-727	125	37	5842	5842	NUM
ertr-727	125	38	should	should	AUX
ertr-727	125	39	consider	consider	VERB
ertr-727	125	40	present	present	ADJ
ertr-727	125	41	efforts	effort	NOUN
ertr-727	125	42	on	on	ADP
ertr-727	125	43	these	these	DET
ertr-727	125	44	attributes	attribute	NOUN
ertr-727	125	45	as	as	ADP
ertr-727	125	46	being	be	AUX
ertr-727	125	47	over	over	ADV
ertr-727	125	48	-	-	PUNCT
ertr-727	125	49	utilized	utilize	VERB
ertr-727	125	50	.	.	PUNCT
ertr-727	126	1	hence	hence	ADV
ertr-727	126	2	,	,	PUNCT
ertr-727	126	3	lcas	lcas	NOUN
ertr-727	126	4	could	could	AUX
ertr-727	126	5	divert	divert	VERB
ertr-727	126	6	their	their	PRON
ertr-727	126	7	attention	attention	NOUN
ertr-727	126	8	from	from	ADP
ertr-727	126	9	these	these	DET
ertr-727	126	10	factors	factor	NOUN
ertr-727	126	11	and	and	CCONJ
ertr-727	126	12	instead	instead	ADV
ertr-727	126	13	focus	focus	VERB
ertr-727	126	14	on	on	ADP
ertr-727	126	15	improving	improve	VERB
ertr-727	126	16	performance	performance	NOUN
ertr-727	126	17	in	in	ADP
ertr-727	126	18	high	high	ADJ
ertr-727	126	19	priority	priority	NOUN
ertr-727	126	20	factors	factor	NOUN
ertr-727	126	21	.	.	PUNCT
ertr-727	127	1	only	only	ADV
ertr-727	127	2	3	3	NUM
ertr-727	127	3	of	of	ADP
ertr-727	127	4	the	the	DET
ertr-727	127	5	23	23	NUM
ertr-727	127	6	items	item	NOUN
ertr-727	127	7	were	be	AUX
ertr-727	127	8	classified	classify	VERB
ertr-727	127	9	under	under	ADP
ertr-727	127	10	this	this	DET
ertr-727	127	11	quadrant	quadrant	NOUN
ertr-727	127	12	and	and	CCONJ
ertr-727	127	13	included	include	VERB
ertr-727	127	14	airline	airline	NOUN
ertr-727	127	15	staff	staff	NOUN
ertr-727	127	16	dressing	dressing	NOUN
ertr-727	127	17	,	,	PUNCT
ertr-727	127	18	confidence	confidence	NOUN
ertr-727	127	19	,	,	PUNCT
ertr-727	127	20	and	and	CCONJ
ertr-727	127	21	positive	positive	ADJ
ertr-727	127	22	attitude	attitude	NOUN
ertr-727	127	23	towards	towards	ADP
ertr-727	127	24	customers	customer	NOUN
ertr-727	127	25	.	.	PUNCT
ertr-727	128	1	t	t	NOUN
ertr-727	128	2	-	-	PUNCT
ertr-727	128	3	tangibility	tangibility	NOUN
ertr-727	128	4	;	;	PUNCT
ertr-727	128	5	r	r	NOUN
ertr-727	128	6	-	-	PUNCT
ertr-727	128	7	reliability	reliability	NOUN
ertr-727	128	8	;	;	PUNCT
ertr-727	128	9	a	a	DET
ertr-727	128	10	-	-	PUNCT
ertr-727	128	11	assurance	assurance	NOUN
ertr-727	128	12	;	;	PUNCT
ertr-727	128	13	e	e	X
ertr-727	128	14	-	-	NOUN
ertr-727	128	15	empathy	empathy	NOUN
ertr-727	128	16	;	;	PUNCT
ertr-727	128	17	res	re	NOUN
ertr-727	128	18	-	-	PUNCT
ertr-727	128	19	responsiveness	responsiveness	NOUN
ertr-727	128	20	figure	figure	NOUN
ertr-727	128	21	2	2	NUM
ertr-727	128	22	:	:	PUNCT
ertr-727	128	23	expectations	expectation	NOUN
ertr-727	128	24	–	–	PUNCT
ertr-727	128	25	experience	experience	NOUN
ertr-727	128	26	analysis	analysis	NOUN
ertr-727	128	27	grid	grid	NOUN
ertr-727	128	28	of	of	ADP
ertr-727	128	29	business	business	NOUN
ertr-727	128	30	travelers	traveler	NOUN
ertr-727	128	31	in	in	ADP
ertr-727	128	32	lca	lca	PROPN
ertr-727	128	33	discussions	discussion	NOUN
ertr-727	128	34	and	and	CCONJ
ertr-727	128	35	conclusions	conclusion	NOUN
ertr-727	128	36	airline	airline	NOUN
ertr-727	128	37	companies	company	NOUN
ertr-727	128	38	will	will	AUX
ertr-727	128	39	be	be	AUX
ertr-727	128	40	better	well	ADV
ertr-727	128	41	positioned	position	VERB
ertr-727	128	42	to	to	PART
ertr-727	128	43	cater	cater	VERB
ertr-727	128	44	to	to	ADP
ertr-727	128	45	the	the	DET
ertr-727	128	46	needs	need	NOUN
ertr-727	128	47	of	of	ADP
ertr-727	128	48	different	different	ADJ
ertr-727	128	49	market	market	NOUN
ertr-727	128	50	segments	segment	NOUN
ertr-727	128	51	if	if	SCONJ
ertr-727	128	52	they	they	PRON
ertr-727	128	53	have	have	VERB
ertr-727	128	54	a	a	DET
ertr-727	128	55	clear	clear	ADJ
ertr-727	128	56	understanding	understanding	NOUN
ertr-727	128	57	of	of	ADP
ertr-727	128	58	their	their	PRON
ertr-727	128	59	expectations	expectation	NOUN
ertr-727	128	60	and	and	CCONJ
ertr-727	128	61	experience	experience	NOUN
ertr-727	128	62	,	,	PUNCT
ertr-727	128	63	and	and	CCONJ
ertr-727	128	64	this	this	DET
ertr-727	128	65	study	study	NOUN
ertr-727	128	66	makes	make	VERB
ertr-727	128	67	a	a	DET
ertr-727	128	68	clear	clear	ADJ
ertr-727	128	69	contribution	contribution	NOUN
ertr-727	128	70	in	in	ADP
ertr-727	128	71	that	that	DET
ertr-727	128	72	direction	direction	NOUN
ertr-727	128	73	.	.	PUNCT
ertr-727	129	1	the	the	DET
ertr-727	129	2	low	low	ADJ
ertr-727	129	3	-	-	PUNCT
ertr-727	129	4	cost	cost	NOUN
ertr-727	129	5	airline	airline	NOUN
ertr-727	129	6	industry	industry	NOUN
ertr-727	129	7	is	be	AUX
ertr-727	129	8	highly	highly	ADV
ertr-727	129	9	competitive	competitive	ADJ
ertr-727	129	10	,	,	PUNCT
ertr-727	129	11	and	and	CCONJ
ertr-727	129	12	with	with	ADP
ertr-727	129	13	the	the	DET
ertr-727	129	14	current	current	ADJ
ertr-727	129	15	scenario	scenario	NOUN
ertr-727	129	16	of	of	ADP
ertr-727	129	17	airport	airport	NOUN
ertr-727	129	18	closures	closure	NOUN
ertr-727	129	19	and	and	CCONJ
ertr-727	129	20	changes	change	NOUN
ertr-727	129	21	in	in	ADP
ertr-727	129	22	the	the	DET
ertr-727	129	23	travel	travel	NOUN
ertr-727	129	24	behavior	behavior	NOUN
ertr-727	129	25	induced	induce	VERB
ertr-727	129	26	by	by	ADP
ertr-727	129	27	the	the	DET
ertr-727	129	28	pandemic	pandemic	ADJ
ertr-727	129	29	,	,	PUNCT
ertr-727	129	30	low	low	ADJ
ertr-727	129	31	-	-	PUNCT
ertr-727	129	32	cost	cost	NOUN
ertr-727	129	33	airlines	airline	NOUN
ertr-727	129	34	should	should	AUX
ertr-727	129	35	look	look	VERB
ertr-727	129	36	beyond	beyond	ADP
ertr-727	129	37	their	their	PRON
ertr-727	129	38	traditional	traditional	ADJ
ertr-727	129	39	market	market	NOUN
ertr-727	129	40	of	of	ADP
ertr-727	129	41	leisure	leisure	NOUN
ertr-727	129	42	travelers	traveler	NOUN
ertr-727	129	43	and	and	CCONJ
ertr-727	129	44	forge	forge	NOUN
ertr-727	129	45	strategies	strategy	NOUN
ertr-727	129	46	to	to	PART
ertr-727	129	47	attract	attract	VERB
ertr-727	129	48	business	business	NOUN
ertr-727	129	49	travelers	traveler	NOUN
ertr-727	129	50	.	.	PUNCT
ertr-727	130	1	this	this	DET
ertr-727	130	2	study	study	NOUN
ertr-727	130	3	provides	provide	VERB
ertr-727	130	4	a	a	DET
ertr-727	130	5	clear	clear	ADJ
ertr-727	130	6	indication	indication	NOUN
ertr-727	130	7	of	of	ADP
ertr-727	130	8	service	service	NOUN
ertr-727	130	9	quality	quality	NOUN
ertr-727	130	10	attributes	attribute	NOUN
ertr-727	130	11	that	that	PRON
ertr-727	130	12	lcas	lcas	NOUN
ertr-727	130	13	should	should	AUX
ertr-727	130	14	focus	focus	VERB
ertr-727	130	15	on	on	ADP
ertr-727	130	16	to	to	PART
ertr-727	130	17	attract	attract	VERB
ertr-727	130	18	business	business	NOUN
ertr-727	130	19	travelers	traveler	NOUN
ertr-727	130	20	.	.	PUNCT
ertr-727	131	1	the	the	DET
ertr-727	131	2	findings	finding	NOUN
ertr-727	131	3	show	show	VERB
ertr-727	131	4	a	a	DET
ertr-727	131	5	definite	definite	ADJ
ertr-727	131	6	gap	gap	NOUN
ertr-727	131	7	in	in	ADP
ertr-727	131	8	service	service	NOUN
ertr-727	131	9	quality	quality	NOUN
ertr-727	131	10	as	as	ADP
ertr-727	131	11	none	none	NOUN
ertr-727	131	12	of	of	ADP
ertr-727	131	13	the	the	DET
ertr-727	131	14	services	service	NOUN
ertr-727	131	15	offered	offer	VERB
ertr-727	131	16	by	by	ADP
ertr-727	131	17	lcas	lcas	NOUN
ertr-727	131	18	has	have	AUX
ertr-727	131	19	met	meet	VERB
ertr-727	131	20	,	,	PUNCT
ertr-727	131	21	let	let	VERB
ertr-727	131	22	alone	alone	ADV
ertr-727	131	23	exceeded	exceed	VERB
ertr-727	131	24	,	,	PUNCT
ertr-727	131	25	business	business	NOUN
ertr-727	131	26	ex	ex	NOUN
ertr-727	131	27	p	p	PROPN
ertr-727	131	28	e	e	X
ertr-727	131	29	ct	ct	NUM
ertr-727	131	30	at	at	ADP
ertr-727	131	31	io	io	PROPN
ertr-727	131	32	n	n	PRON
ertr-727	131	33	experience	experience	VERB
ertr-727	131	34	http://ertr.tamu.edu/	http://ertr.tamu.edu/	PROPN
ertr-727	131	35	e	e	NOUN
ertr-727	131	36	-	-	NOUN
ertr-727	131	37	review	review	NOUN
ertr-727	131	38	of	of	ADP
ertr-727	131	39	tourism	tourism	NOUN
ertr-727	131	40	research	research	NOUN
ertr-727	131	41	(	(	PUNCT
ertr-727	131	42	ertr	ertr	NOUN
ertr-727	131	43	)	)	PUNCT
ertr-727	131	44	,	,	PUNCT
ertr-727	131	45	vol	vol	NOUN
ertr-727	131	46	.	.	PROPN
ertr-727	131	47	18	18	NUM
ertr-727	131	48	,	,	PUNCT
ertr-727	131	49	no	no	INTJ
ertr-727	131	50	.	.	NOUN
ertr-727	131	51	3	3	NUM
ertr-727	131	52	,	,	PUNCT
ertr-727	131	53	2020	2020	NUM
ertr-727	131	54	http://ertr.tamu.edu	http://ertr.tamu.edu	ADP
ertr-727	131	55	389	389	NUM
ertr-727	131	56	issn:1941	issn:1941	ADJ
ertr-727	131	57	-	-	PUNCT
ertr-727	131	58	5842	5842	NUM
ertr-727	131	59	traveler	traveler	NOUN
ertr-727	131	60	expectations	expectation	NOUN
ertr-727	131	61	.	.	PUNCT
ertr-727	132	1	the	the	DET
ertr-727	132	2	eea	eea	PROPN
ertr-727	132	3	grid	grid	PROPN
ertr-727	132	4	provided	provide	VERB
ertr-727	132	5	practitioners	practitioner	NOUN
ertr-727	132	6	with	with	ADP
ertr-727	132	7	critical	critical	ADJ
ertr-727	132	8	insights	insight	NOUN
ertr-727	132	9	on	on	ADP
ertr-727	132	10	service	service	NOUN
ertr-727	132	11	quality	quality	NOUN
ertr-727	132	12	attributes	attribute	NOUN
ertr-727	132	13	they	they	PRON
ertr-727	132	14	should	should	AUX
ertr-727	132	15	prioritize	prioritize	AUX
ertr-727	132	16	/	/	SYM
ertr-727	132	17	reprioritize	reprioritize	VERB
ertr-727	132	18	.	.	PUNCT
ertr-727	133	1	the	the	DET
ertr-727	133	2	results	result	NOUN
ertr-727	133	3	indicate	indicate	VERB
ertr-727	133	4	that	that	SCONJ
ertr-727	133	5	the	the	DET
ertr-727	133	6	lca	lca	PROPN
ertr-727	133	7	's	's	PART
ertr-727	133	8	should	should	AUX
ertr-727	133	9	focus	focus	VERB
ertr-727	133	10	more	more	ADV
ertr-727	133	11	on	on	ADP
ertr-727	133	12	the	the	DET
ertr-727	133	13	'	'	PUNCT
ertr-727	133	14	reliability	reliability	NOUN
ertr-727	133	15	'	'	PUNCT
ertr-727	133	16	factor	factor	NOUN
ertr-727	133	17	as	as	SCONJ
ertr-727	133	18	most	most	ADJ
ertr-727	133	19	of	of	ADP
ertr-727	133	20	its	its	PRON
ertr-727	133	21	items	item	NOUN
ertr-727	133	22	emerged	emerge	VERB
ertr-727	133	23	in	in	ADP
ertr-727	133	24	the	the	DET
ertr-727	133	25	high	high	ADJ
ertr-727	133	26	priority	priority	NOUN
ertr-727	133	27	grid	grid	NOUN
ertr-727	133	28	while	while	SCONJ
ertr-727	133	29	low	low	ADJ
ertr-727	133	30	priority	priority	NOUN
ertr-727	133	31	should	should	AUX
ertr-727	133	32	be	be	AUX
ertr-727	133	33	given	give	VERB
ertr-727	133	34	to	to	ADP
ertr-727	133	35	'	'	PUNCT
ertr-727	133	36	empathy	empathy	NOUN
ertr-727	133	37	'	'	PUNCT
ertr-727	133	38	.	.	PUNCT
ertr-727	134	1	the	the	DET
ertr-727	134	2	high	high	ADJ
ertr-727	134	3	expectation	expectation	NOUN
ertr-727	134	4	for	for	ADP
ertr-727	134	5	reliability	reliability	NOUN
ertr-727	134	6	is	be	AUX
ertr-727	134	7	because	because	SCONJ
ertr-727	134	8	business	business	NOUN
ertr-727	134	9	passengers	passenger	NOUN
ertr-727	134	10	mostly	mostly	ADV
ertr-727	134	11	travel	travel	VERB
ertr-727	134	12	just	just	ADV
ertr-727	134	13	in	in	ADP
ertr-727	134	14	time	time	NOUN
ertr-727	134	15	to	to	PART
ertr-727	134	16	conduct	conduct	VERB
ertr-727	134	17	meetings	meeting	NOUN
ertr-727	134	18	,	,	PUNCT
ertr-727	134	19	conferences	conference	NOUN
ertr-727	134	20	or	or	CCONJ
ertr-727	134	21	other	other	ADJ
ertr-727	134	22	business	business	NOUN
ertr-727	134	23	-	-	PUNCT
ertr-727	134	24	related	relate	VERB
ertr-727	134	25	tasks	task	NOUN
ertr-727	134	26	.	.	PUNCT
ertr-727	135	1	business	business	NOUN
ertr-727	135	2	travelers	traveler	NOUN
ertr-727	135	3	,	,	PUNCT
ertr-727	135	4	therefore	therefore	ADV
ertr-727	135	5	,	,	PUNCT
ertr-727	135	6	expect	expect	VERB
ertr-727	135	7	on	on	ADP
ertr-727	135	8	-	-	PUNCT
ertr-727	135	9	time	time	NOUN
ertr-727	135	10	performance	performance	NOUN
ertr-727	135	11	to	to	PART
ertr-727	135	12	avoid	avoid	VERB
ertr-727	135	13	missing	miss	VERB
ertr-727	135	14	important	important	ADJ
ertr-727	135	15	engagements	engagement	NOUN
ertr-727	135	16	.	.	PUNCT
ertr-727	136	1	flight	flight	NOUN
ertr-727	136	2	delays	delay	NOUN
ertr-727	136	3	can	can	AUX
ertr-727	136	4	thus	thus	ADV
ertr-727	136	5	lead	lead	VERB
ertr-727	136	6	to	to	ADP
ertr-727	136	7	passengers	passenger	NOUN
ertr-727	136	8	missing	miss	VERB
ertr-727	136	9	important	important	ADJ
ertr-727	136	10	work	work	NOUN
ertr-727	136	11	-	-	PUNCT
ertr-727	136	12	related	relate	VERB
ertr-727	136	13	opportunities	opportunity	NOUN
ertr-727	136	14	,	,	PUNCT
ertr-727	136	15	connecting	connect	VERB
ertr-727	136	16	flights	flight	NOUN
ertr-727	136	17	,	,	PUNCT
ertr-727	136	18	or	or	CCONJ
ertr-727	136	19	even	even	ADV
ertr-727	136	20	more	more	ADV
ertr-727	136	21	serious	serious	ADJ
ertr-727	136	22	problems	problem	NOUN
ertr-727	136	23	.	.	PUNCT
ertr-727	137	1	this	this	PRON
ertr-727	137	2	is	be	AUX
ertr-727	137	3	in	in	ADP
ertr-727	137	4	line	line	NOUN
ertr-727	137	5	with	with	ADP
ertr-727	137	6	previous	previous	ADJ
ertr-727	137	7	studies	study	NOUN
ertr-727	137	8	,	,	PUNCT
ertr-727	137	9	which	which	PRON
ertr-727	137	10	highlighted	highlight	VERB
ertr-727	137	11	that	that	SCONJ
ertr-727	137	12	business	business	NOUN
ertr-727	137	13	travelers	traveler	NOUN
ertr-727	137	14	naturally	naturally	ADV
ertr-727	137	15	value	value	VERB
ertr-727	137	16	arrival	arrival	NOUN
ertr-727	137	17	and	and	CCONJ
ertr-727	137	18	departure	departure	NOUN
ertr-727	137	19	time	time	NOUN
ertr-727	137	20	as	as	SCONJ
ertr-727	137	21	they	they	PRON
ertr-727	137	22	travel	travel	VERB
ertr-727	137	23	early	early	ADV
ertr-727	137	24	in	in	ADP
ertr-727	137	25	the	the	DET
ertr-727	137	26	morning	morning	NOUN
ertr-727	137	27	and	and	CCONJ
ertr-727	137	28	prefer	prefer	VERB
ertr-727	137	29	to	to	PART
ertr-727	137	30	return	return	VERB
ertr-727	137	31	back	back	ADV
ertr-727	137	32	in	in	ADP
ertr-727	137	33	the	the	DET
ertr-727	137	34	evening	evening	NOUN
ertr-727	137	35	from	from	ADP
ertr-727	137	36	their	their	PRON
ertr-727	137	37	meetings	meeting	NOUN
ertr-727	137	38	and	and	CCONJ
ertr-727	137	39	other	other	ADJ
ertr-727	137	40	business	business	NOUN
ertr-727	137	41	-	-	PUNCT
ertr-727	137	42	related	relate	VERB
ertr-727	137	43	tasks	task	NOUN
ertr-727	137	44	(	(	PUNCT
ertr-727	137	45	budd	budd	PROPN
ertr-727	137	46	et	et	PROPN
ertr-727	137	47	al	al	PROPN
ertr-727	137	48	.	.	PROPN
ertr-727	137	49	,	,	PUNCT
ertr-727	137	50	2016	2016	NUM
ertr-727	137	51	)	)	PUNCT
ertr-727	137	52	.	.	PUNCT
ertr-727	138	1	overall	overall	ADV
ertr-727	138	2	,	,	PUNCT
ertr-727	138	3	the	the	DET
ertr-727	138	4	study	study	NOUN
ertr-727	138	5	fills	fill	VERB
ertr-727	138	6	the	the	DET
ertr-727	138	7	gap	gap	NOUN
ertr-727	138	8	in	in	ADP
ertr-727	138	9	the	the	DET
ertr-727	138	10	literature	literature	NOUN
ertr-727	138	11	in	in	ADP
ertr-727	138	12	terms	term	NOUN
ertr-727	138	13	of	of	ADP
ertr-727	138	14	understanding	understand	VERB
ertr-727	138	15	the	the	DET
ertr-727	138	16	service	service	NOUN
ertr-727	138	17	quality	quality	NOUN
ertr-727	138	18	perceptions	perception	NOUN
ertr-727	138	19	of	of	ADP
ertr-727	138	20	business	business	NOUN
ertr-727	138	21	travelers	traveler	NOUN
ertr-727	138	22	in	in	ADP
ertr-727	138	23	lcas	lcas	NOUN
ertr-727	138	24	.	.	PUNCT
ertr-727	139	1	the	the	DET
ertr-727	139	2	validated	validate	VERB
ertr-727	139	3	survey	survey	NOUN
ertr-727	139	4	instrument	instrument	NOUN
ertr-727	139	5	used	use	VERB
ertr-727	139	6	in	in	ADP
ertr-727	139	7	this	this	DET
ertr-727	139	8	study	study	NOUN
ertr-727	139	9	can	can	AUX
ertr-727	139	10	be	be	AUX
ertr-727	139	11	applied	apply	VERB
ertr-727	139	12	to	to	PART
ertr-727	139	13	examine	examine	VERB
ertr-727	139	14	business	business	NOUN
ertr-727	139	15	travelers	traveler	NOUN
ertr-727	139	16	'	'	PART
ertr-727	139	17	service	service	NOUN
ertr-727	139	18	quality	quality	NOUN
ertr-727	139	19	perceptions	perception	NOUN
ertr-727	139	20	in	in	ADP
ertr-727	139	21	other	other	ADJ
ertr-727	139	22	settings	setting	NOUN
ertr-727	139	23	.	.	PUNCT
ertr-727	140	1	the	the	DET
ertr-727	140	2	survey	survey	NOUN
ertr-727	140	3	can	can	AUX
ertr-727	140	4	also	also	ADV
ertr-727	140	5	be	be	AUX
ertr-727	140	6	deployed	deploy	VERB
ertr-727	140	7	as	as	ADP
ertr-727	140	8	a	a	DET
ertr-727	140	9	continuous	continuous	ADJ
ertr-727	140	10	improvement	improvement	NOUN
ertr-727	140	11	tool	tool	NOUN
ertr-727	140	12	by	by	ADP
ertr-727	140	13	lcas	lcas	NOUN
ertr-727	140	14	to	to	PART
ertr-727	140	15	assess	assess	VERB
ertr-727	140	16	the	the	DET
ertr-727	140	17	changing	change	VERB
ertr-727	140	18	business	business	NOUN
ertr-727	140	19	traveler	traveler	NOUN
ertr-727	140	20	expectations	expectation	NOUN
ertr-727	140	21	and	and	CCONJ
ertr-727	140	22	experience	experience	NOUN
ertr-727	140	23	with	with	ADP
ertr-727	140	24	the	the	DET
ertr-727	140	25	actual	actual	ADJ
ertr-727	140	26	services	service	NOUN
ertr-727	140	27	provided	provide	VERB
ertr-727	140	28	.	.	PUNCT
ertr-727	141	1	from	from	ADP
ertr-727	141	2	a	a	DET
ertr-727	141	3	practitioner	practitioner	NOUN
ertr-727	141	4	standpoint	standpoint	NOUN
ertr-727	141	5	,	,	PUNCT
ertr-727	141	6	the	the	DET
ertr-727	141	7	study	study	NOUN
ertr-727	141	8	is	be	AUX
ertr-727	141	9	timely	timely	ADV
ertr-727	141	10	given	give	VERB
ertr-727	141	11	that	that	SCONJ
ertr-727	141	12	most	most	ADJ
ertr-727	141	13	firms	firm	NOUN
ertr-727	141	14	are	be	AUX
ertr-727	141	15	likely	likely	ADJ
ertr-727	141	16	to	to	PART
ertr-727	141	17	reduce	reduce	VERB
ertr-727	141	18	their	their	PRON
ertr-727	141	19	budget	budget	NOUN
ertr-727	141	20	(	(	PUNCT
ertr-727	141	21	or	or	CCONJ
ertr-727	141	22	upper	upper	ADJ
ertr-727	141	23	limits	limit	NOUN
ertr-727	141	24	on	on	ADP
ertr-727	141	25	travel	travel	NOUN
ertr-727	141	26	fares	fare	NOUN
ertr-727	141	27	)	)	PUNCT
ertr-727	141	28	for	for	ADP
ertr-727	141	29	business	business	NOUN
ertr-727	141	30	travel	travel	NOUN
ertr-727	141	31	due	due	ADP
ertr-727	141	32	to	to	ADP
ertr-727	141	33	financial	financial	ADJ
ertr-727	141	34	distress	distress	NOUN
ertr-727	141	35	imposed	impose	VERB
ertr-727	141	36	by	by	ADP
ertr-727	141	37	covid-19	covid-19	PROPN
ertr-727	141	38	and	and	CCONJ
ertr-727	141	39	thereby	thereby	ADV
ertr-727	141	40	to	to	PART
ertr-727	141	41	present	present	VERB
ertr-727	141	42	an	an	DET
ertr-727	141	43	opportunity	opportunity	NOUN
ertr-727	141	44	for	for	SCONJ
ertr-727	141	45	lca	lca	PROPN
ertr-727	141	46	's	's	PART
ertr-727	141	47	to	to	PART
ertr-727	141	48	lure	lure	VERB
ertr-727	141	49	away	away	ADP
ertr-727	141	50	a	a	DET
ertr-727	141	51	significant	significant	ADJ
ertr-727	141	52	proportion	proportion	NOUN
ertr-727	141	53	of	of	ADP
ertr-727	141	54	business	business	NOUN
ertr-727	141	55	travelers	traveler	NOUN
ertr-727	141	56	from	from	ADP
ertr-727	141	57	full	full	ADJ
ertr-727	141	58	-	-	PUNCT
ertr-727	141	59	service	service	NOUN
ertr-727	141	60	airlines	airline	NOUN
ertr-727	141	61	.	.	PUNCT
ertr-727	142	1	the	the	DET
ertr-727	142	2	findings	finding	NOUN
ertr-727	142	3	have	have	VERB
ertr-727	142	4	implications	implication	NOUN
ertr-727	142	5	for	for	ADP
ertr-727	142	6	managers	manager	NOUN
ertr-727	142	7	of	of	ADP
ertr-727	142	8	traditional	traditional	ADJ
ertr-727	142	9	full	full	ADJ
ertr-727	142	10	-	-	PUNCT
ertr-727	142	11	service	service	NOUN
ertr-727	142	12	airlines	airline	NOUN
ertr-727	142	13	and	and	CCONJ
ertr-727	142	14	assess	assess	VERB
ertr-727	142	15	whether	whether	SCONJ
ertr-727	142	16	the	the	DET
ertr-727	142	17	services	service	NOUN
ertr-727	142	18	they	they	PRON
ertr-727	142	19	provide	provide	VERB
ertr-727	142	20	need	need	VERB
ertr-727	142	21	to	to	PART
ertr-727	142	22	be	be	AUX
ertr-727	142	23	re	re	VERB
ertr-727	142	24	-	-	VERB
ertr-727	142	25	designed	design	VERB
ertr-727	142	26	to	to	PART
ertr-727	142	27	protect	protect	VERB
ertr-727	142	28	their	their	PRON
ertr-727	142	29	business	business	NOUN
ertr-727	142	30	traveler	traveler	NOUN
ertr-727	142	31	market	market	NOUN
ertr-727	142	32	share	share	NOUN
ertr-727	142	33	from	from	ADP
ertr-727	142	34	lcas	lcas	NOUN
ertr-727	142	35	.	.	PUNCT
ertr-727	143	1	http://ertr.tamu.edu/	http://ertr.tamu.edu/	PROPN
ertr-727	144	1	e	e	NOUN
ertr-727	144	2	-	-	NOUN
ertr-727	144	3	review	review	NOUN
ertr-727	144	4	of	of	ADP
ertr-727	144	5	tourism	tourism	NOUN
ertr-727	144	6	research	research	NOUN
ertr-727	144	7	(	(	PUNCT
ertr-727	144	8	ertr	ertr	NOUN
ertr-727	144	9	)	)	PUNCT
ertr-727	144	10	,	,	PUNCT
ertr-727	144	11	vol	vol	NOUN
ertr-727	144	12	.	.	PROPN
ertr-727	144	13	18	18	NUM
ertr-727	144	14	,	,	PUNCT
ertr-727	144	15	no	no	INTJ
ertr-727	144	16	.	.	NOUN
ertr-727	144	17	3	3	NUM
ertr-727	144	18	,	,	PUNCT
ertr-727	144	19	2020	2020	NUM
ertr-727	144	20	http://ertr.tamu.edu	http://ertr.tamu.edu	NOUN
ertr-727	144	21	390	390	NUM
ertr-727	144	22	issn:1941	issn:1941	ADV
ertr-727	144	23	-	-	PUNCT
ertr-727	144	24	5842	5842	NUM
ertr-727	144	25	however	however	ADV
ertr-727	144	26	,	,	PUNCT
ertr-727	144	27	the	the	DET
ertr-727	144	28	relatively	relatively	ADV
ertr-727	144	29	smaller	small	ADJ
ertr-727	144	30	sample	sample	NOUN
ertr-727	144	31	size	size	NOUN
ertr-727	144	32	is	be	AUX
ertr-727	144	33	a	a	DET
ertr-727	144	34	limitation	limitation	NOUN
ertr-727	144	35	of	of	ADP
ertr-727	144	36	this	this	DET
ertr-727	144	37	study	study	NOUN
ertr-727	144	38	.	.	PUNCT
ertr-727	145	1	future	future	ADJ
ertr-727	145	2	studies	study	NOUN
ertr-727	145	3	with	with	ADP
ertr-727	145	4	a	a	DET
ertr-727	145	5	large	large	ADJ
ertr-727	145	6	sample	sample	NOUN
ertr-727	145	7	size	size	NOUN
ertr-727	145	8	in	in	ADP
ertr-727	145	9	different	different	ADJ
ertr-727	145	10	international	international	ADJ
ertr-727	145	11	settings	setting	NOUN
ertr-727	145	12	could	could	AUX
ertr-727	145	13	help	help	AUX
ertr-727	145	14	identify	identify	VERB
ertr-727	145	15	universal	universal	ADJ
ertr-727	145	16	attributes	attribute	NOUN
ertr-727	145	17	in	in	ADP
ertr-727	145	18	the	the	DET
ertr-727	145	19	customer	customer	NOUN
ertr-727	145	20	expectations	expectation	NOUN
ertr-727	145	21	and	and	CCONJ
ertr-727	145	22	perceptions	perception	NOUN
ertr-727	145	23	of	of	ADP
ertr-727	145	24	lccs	lccs	NOUN
ertr-727	145	25	to	to	PART
ertr-727	145	26	enhance	enhance	VERB
ertr-727	145	27	the	the	DET
ertr-727	145	28	generalizability	generalizability	NOUN
ertr-727	145	29	and	and	CCONJ
ertr-727	145	30	transferability	transferability	NOUN
ertr-727	145	31	of	of	ADP
ertr-727	145	32	the	the	DET
ertr-727	145	33	findings	finding	NOUN
ertr-727	145	34	across	across	ADP
ertr-727	145	35	different	different	ADJ
ertr-727	145	36	settings	setting	NOUN
ertr-727	145	37	.	.	PUNCT
ertr-727	146	1	future	future	ADJ
ertr-727	146	2	studies	study	NOUN
ertr-727	146	3	could	could	AUX
ertr-727	146	4	also	also	ADV
ertr-727	146	5	compare	compare	VERB
ertr-727	146	6	the	the	DET
ertr-727	146	7	expectationexperience	expectationexperience	NOUN
ertr-727	146	8	gap	gap	NOUN
ertr-727	146	9	between	between	ADP
ertr-727	146	10	business	business	NOUN
ertr-727	146	11	and	and	CCONJ
ertr-727	146	12	leisure	leisure	NOUN
ertr-727	146	13	travelers	traveler	NOUN
ertr-727	146	14	to	to	PART
ertr-727	146	15	identify	identify	VERB
ertr-727	146	16	the	the	DET
ertr-727	146	17	similarities	similarity	NOUN
ertr-727	146	18	and	and	CCONJ
ertr-727	146	19	differences	difference	NOUN
ertr-727	146	20	in	in	ADP
ertr-727	146	21	their	their	PRON
ertr-727	146	22	service	service	NOUN
ertr-727	146	23	quality	quality	NOUN
ertr-727	146	24	perception	perception	NOUN
ertr-727	146	25	.	.	PUNCT
ertr-727	147	1	references	reference	NOUN
ertr-727	147	2	ahn	ahn	PROPN
ertr-727	147	3	,	,	PUNCT
ertr-727	147	4	t.	t.	PROPN
ertr-727	147	5	h.	h.	PROPN
ertr-727	147	6	,	,	PUNCT
ertr-727	147	7	&	&	CCONJ
ertr-727	147	8	lee	lee	PROPN
ertr-727	147	9	,	,	PUNCT
ertr-727	147	10	t.	t.	PROPN
ertr-727	147	11	j.	j.	PROPN
ertr-727	147	12	(	(	PUNCT
ertr-727	147	13	2011	2011	NUM
ertr-727	147	14	)	)	PUNCT
ertr-727	147	15	.	.	PUNCT
ertr-727	148	1	service	service	NOUN
ertr-727	148	2	quality	quality	NOUN
ertr-727	148	3	in	in	ADP
ertr-727	148	4	the	the	DET
ertr-727	148	5	airline	airline	NOUN
ertr-727	148	6	industry	industry	NOUN
ertr-727	148	7	:	:	PUNCT
ertr-727	148	8	comparison	comparison	NOUN
ertr-727	148	9	between	between	ADP
ertr-727	148	10	traditional	traditional	ADJ
ertr-727	148	11	and	and	CCONJ
ertr-727	148	12	low	low	ADJ
ertr-727	148	13	-	-	PUNCT
ertr-727	148	14	cost	cost	NOUN
ertr-727	148	15	airlines	airline	NOUN
ertr-727	148	16	.	.	PUNCT
ertr-727	149	1	tourism	tourism	NOUN
ertr-727	149	2	analysis	analysis	NOUN
ertr-727	149	3	,	,	PUNCT
ertr-727	149	4	16(5	16(5	NUM
ertr-727	149	5	)	)	PUNCT
ertr-727	149	6	,	,	PUNCT
ertr-727	149	7	535	535	NUM
ertr-727	149	8	-	-	SYM
ertr-727	149	9	542	542	NUM
ertr-727	149	10	.	.	PUNCT
ertr-727	150	1	aksoy	aksoy	PROPN
ertr-727	150	2	,	,	PUNCT
ertr-727	150	3	s.	s.	PROPN
ertr-727	150	4	,	,	PUNCT
ertr-727	150	5	atilgan	atilgan	PROPN
ertr-727	150	6	,	,	PUNCT
ertr-727	150	7	e.	e.	PROPN
ertr-727	150	8	,	,	PUNCT
ertr-727	150	9	&	&	CCONJ
ertr-727	150	10	akinci	akinci	PROPN
ertr-727	150	11	,	,	PUNCT
ertr-727	150	12	s.	s.	PROPN
ertr-727	150	13	(	(	PUNCT
ertr-727	150	14	2003	2003	NUM
ertr-727	150	15	)	)	PUNCT
ertr-727	150	16	.	.	PUNCT
ertr-727	151	1	airline	airline	NOUN
ertr-727	151	2	services	service	NOUN
ertr-727	151	3	marketing	marketing	NOUN
ertr-727	151	4	by	by	ADP
ertr-727	151	5	domestic	domestic	ADJ
ertr-727	151	6	and	and	CCONJ
ertr-727	151	7	foreign	foreign	ADJ
ertr-727	151	8	firms	firm	NOUN
ertr-727	151	9	:	:	PUNCT
ertr-727	151	10	differences	difference	NOUN
ertr-727	151	11	from	from	ADP
ertr-727	151	12	the	the	DET
ertr-727	151	13	customers	customer	NOUN
ertr-727	151	14	'	'	PART
ertr-727	151	15	viewpoint	viewpoint	NOUN
ertr-727	151	16	.	.	PUNCT
ertr-727	152	1	journal	journal	NOUN
ertr-727	152	2	of	of	ADP
ertr-727	152	3	air	air	PROPN
ertr-727	152	4	transport	transport	PROPN
ertr-727	152	5	management	management	NOUN
ertr-727	152	6	,	,	PUNCT
ertr-727	152	7	9(6	9(6	NUM
ertr-727	152	8	)	)	PUNCT
ertr-727	152	9	,	,	PUNCT
ertr-727	152	10	343	343	NUM
ertr-727	152	11	-	-	SYM
ertr-727	152	12	351	351	NUM
ertr-727	152	13	.	.	PUNCT
ertr-727	153	1	al	al	PROPN
ertr-727	153	2	ahbabi	ahbabi	PROPN
ertr-727	153	3	,	,	PUNCT
ertr-727	153	4	s.	s.	PROPN
ertr-727	153	5	a.	a.	PROPN
ertr-727	153	6	,	,	PUNCT
ertr-727	153	7	singh	singh	PROPN
ertr-727	153	8	,	,	PUNCT
ertr-727	153	9	s.	s.	PROPN
ertr-727	153	10	k.	k.	PROPN
ertr-727	153	11	,	,	PUNCT
ertr-727	153	12	balasubramanian	balasubramanian	PROPN
ertr-727	153	13	,	,	PUNCT
ertr-727	153	14	s.	s.	PROPN
ertr-727	153	15	,	,	PUNCT
ertr-727	153	16	&	&	CCONJ
ertr-727	153	17	gaur	gaur	PROPN
ertr-727	153	18	,	,	PUNCT
ertr-727	153	19	s.	s.	PROPN
ertr-727	153	20	s.	s.	PROPN
ertr-727	153	21	(	(	PUNCT
ertr-727	153	22	2019	2019	NUM
ertr-727	153	23	)	)	PUNCT
ertr-727	153	24	.	.	PUNCT
ertr-727	154	1	employee	employee	NOUN
ertr-727	154	2	perception	perception	NOUN
ertr-727	154	3	of	of	ADP
ertr-727	154	4	impact	impact	NOUN
ertr-727	154	5	of	of	ADP
ertr-727	154	6	knowledge	knowledge	NOUN
ertr-727	154	7	management	management	NOUN
ertr-727	154	8	processes	process	NOUN
ertr-727	154	9	on	on	ADP
ertr-727	154	10	public	public	ADJ
ertr-727	154	11	sector	sector	NOUN
ertr-727	154	12	performance	performance	NOUN
ertr-727	154	13	.	.	PUNCT
ertr-727	155	1	journal	journal	PROPN
ertr-727	155	2	of	of	ADP
ertr-727	155	3	knowledge	knowledge	PROPN
ertr-727	155	4	management	management	NOUN
ertr-727	155	5	,	,	PUNCT
ertr-727	155	6	23	23	NUM
ertr-727	155	7	(	(	PUNCT
ertr-727	155	8	2	2	NUM
ertr-727	155	9	)	)	PUNCT
ertr-727	155	10	,	,	PUNCT
ertr-727	155	11	351	351	NUM
ertr-727	155	12	-	-	SYM
ertr-727	155	13	373	373	NUM
ertr-727	155	14	.	.	PUNCT
ertr-727	156	1	allied	ally	VERB
ertr-727	156	2	market	market	NOUN
ertr-727	156	3	research	research	NOUN
ertr-727	156	4	(	(	PUNCT
ertr-727	156	5	2018	2018	NUM
ertr-727	156	6	)	)	PUNCT
ertr-727	156	7	.	.	PUNCT
ertr-727	157	1	low	low	ADJ
ertr-727	157	2	cost	cost	NOUN
ertr-727	157	3	airlines	airline	NOUN
ertr-727	157	4	market	market	NOUN
ertr-727	157	5	by	by	ADP
ertr-727	157	6	purpose	purpose	NOUN
ertr-727	157	7	.	.	PUNCT
ertr-727	158	1	available	available	ADJ
ertr-727	158	2	at	at	ADP
ertr-727	158	3	https://www.alliedmarketresearch.com/low-cost-airlines-market	https://www.alliedmarketresearch.com/low-cost-airlines-market	NOUN
ertr-727	158	4	#	#	NOUN
ertr-727	158	5	(	(	PUNCT
ertr-727	158	6	accessed	access	VERB
ertr-727	158	7	10	10	NUM
ertr-727	158	8	january	january	NOUN
ertr-727	158	9	2021	2021	NUM
ertr-727	158	10	)	)	PUNCT
ertr-727	159	1	anderson	anderson	PROPN
ertr-727	159	2	,	,	PUNCT
ertr-727	159	3	j.	j.	PROPN
ertr-727	159	4	c.	c.	PROPN
ertr-727	159	5	,	,	PUNCT
ertr-727	159	6	&	&	CCONJ
ertr-727	159	7	gerbing	gerbing	PROPN
ertr-727	159	8	,	,	PUNCT
ertr-727	159	9	d.	d.	PROPN
ertr-727	159	10	w.	w.	PROPN
ertr-727	159	11	(	(	PUNCT
ertr-727	159	12	1988	1988	NUM
ertr-727	159	13	)	)	PUNCT
ertr-727	159	14	.	.	PUNCT
ertr-727	160	1	structural	structural	ADJ
ertr-727	160	2	equation	equation	NOUN
ertr-727	160	3	modeling	modeling	NOUN
ertr-727	160	4	in	in	ADP
ertr-727	160	5	practice	practice	NOUN
ertr-727	160	6	:	:	PUNCT
ertr-727	160	7	a	a	DET
ertr-727	160	8	review	review	NOUN
ertr-727	160	9	and	and	CCONJ
ertr-727	160	10	recommended	recommend	VERB
ertr-727	160	11	two	two	NUM
ertr-727	160	12	-	-	PUNCT
ertr-727	160	13	step	step	NOUN
ertr-727	160	14	approach	approach	NOUN
ertr-727	160	15	.	.	PUNCT
ertr-727	161	1	psychological	psychological	ADJ
ertr-727	161	2	bulletin	bulletin	NOUN
ertr-727	161	3	,	,	PUNCT
ertr-727	161	4	103(3	103(3	NUM
ertr-727	161	5	)	)	PUNCT
ertr-727	161	6	,	,	PUNCT
ertr-727	161	7	411	411	NUM
ertr-727	161	8	.	.	PUNCT
ertr-727	162	1	bagozzi	bagozzi	PROPN
ertr-727	162	2	,	,	PUNCT
ertr-727	162	3	r.	r.	PROPN
ertr-727	162	4	p.	p.	PROPN
ertr-727	162	5	,	,	PUNCT
ertr-727	162	6	&	&	CCONJ
ertr-727	162	7	yi	yi	PROPN
ertr-727	162	8	,	,	PUNCT
ertr-727	162	9	y.	y.	PROPN
ertr-727	162	10	(	(	PUNCT
ertr-727	162	11	1988	1988	NUM
ertr-727	162	12	)	)	PUNCT
ertr-727	162	13	.	.	PUNCT
ertr-727	163	1	on	on	ADP
ertr-727	163	2	the	the	DET
ertr-727	163	3	evaluation	evaluation	NOUN
ertr-727	163	4	of	of	ADP
ertr-727	163	5	structural	structural	ADJ
ertr-727	163	6	equation	equation	NOUN
ertr-727	163	7	models	model	NOUN
ertr-727	163	8	.	.	PUNCT
ertr-727	164	1	journal	journal	NOUN
ertr-727	164	2	of	of	ADP
ertr-727	164	3	the	the	DET
ertr-727	164	4	academy	academy	NOUN
ertr-727	164	5	of	of	ADP
ertr-727	164	6	marketing	marketing	NOUN
ertr-727	164	7	science	science	NOUN
ertr-727	164	8	,	,	PUNCT
ertr-727	164	9	16(1	16(1	NUM
ertr-727	164	10	)	)	PUNCT
ertr-727	164	11	,	,	PUNCT
ertr-727	164	12	74	74	NUM
ertr-727	164	13	-	-	SYM
ertr-727	164	14	94	94	NUM
ertr-727	164	15	.	.	PUNCT
ertr-727	165	1	baker	baker	PROPN
ertr-727	165	2	,	,	PUNCT
ertr-727	165	3	d	d	PROPN
ertr-727	165	4	,	,	PUNCT
ertr-727	165	5	mc	mc	PROPN
ertr-727	165	6	,	,	PUNCT
ertr-727	165	7	a.	a.	PROPN
ertr-727	165	8	(	(	PUNCT
ertr-727	165	9	2013	2013	NUM
ertr-727	165	10	)	)	PUNCT
ertr-727	165	11	.	.	PUNCT
ertr-727	166	1	service	service	NOUN
ertr-727	166	2	quality	quality	NOUN
ertr-727	166	3	and	and	CCONJ
ertr-727	166	4	customer	customer	NOUN
ertr-727	166	5	satisfaction	satisfaction	NOUN
ertr-727	166	6	in	in	ADP
ertr-727	166	7	the	the	DET
ertr-727	166	8	airline	airline	NOUN
ertr-727	166	9	industry	industry	NOUN
ertr-727	166	10	:	:	PUNCT
ertr-727	166	11	a	a	DET
ertr-727	166	12	comparison	comparison	NOUN
ertr-727	166	13	between	between	ADP
ertr-727	166	14	legacy	legacy	NOUN
ertr-727	166	15	airlines	airline	NOUN
ertr-727	166	16	and	and	CCONJ
ertr-727	166	17	low	low	ADJ
ertr-727	166	18	-	-	PUNCT
ertr-727	166	19	cost	cost	NOUN
ertr-727	166	20	airlines	airline	NOUN
ertr-727	166	21	.	.	PUNCT
ertr-727	167	1	american	american	PROPN
ertr-727	167	2	journal	journal	PROPN
ertr-727	167	3	of	of	ADP
ertr-727	167	4	tourism	tourism	NOUN
ertr-727	167	5	research	research	NOUN
ertr-727	167	6	,	,	PUNCT
ertr-727	167	7	2(1	2(1	NUM
ertr-727	167	8	)	)	PUNCT
ertr-727	167	9	,	,	PUNCT
ertr-727	167	10	67	67	NUM
ertr-727	167	11	-	-	SYM
ertr-727	167	12	77	77	NUM
ertr-727	167	13	.	.	PUNCT
ertr-727	168	1	berry	berry	NOUN
ertr-727	168	2	,	,	PUNCT
ertr-727	168	3	s.	s.	PROPN
ertr-727	168	4	,	,	PUNCT
ertr-727	168	5	&	&	CCONJ
ertr-727	168	6	jia	jia	PROPN
ertr-727	168	7	,	,	PUNCT
ertr-727	168	8	p.	p.	PROPN
ertr-727	168	9	(	(	PUNCT
ertr-727	168	10	2010	2010	NUM
ertr-727	168	11	)	)	PUNCT
ertr-727	168	12	.	.	PUNCT
ertr-727	169	1	tracing	trace	VERB
ertr-727	169	2	the	the	DET
ertr-727	169	3	woes	woe	NOUN
ertr-727	169	4	:	:	PUNCT
ertr-727	169	5	an	an	DET
ertr-727	169	6	empirical	empirical	ADJ
ertr-727	169	7	analysis	analysis	NOUN
ertr-727	169	8	of	of	ADP
ertr-727	169	9	the	the	DET
ertr-727	169	10	airline	airline	NOUN
ertr-727	169	11	industry	industry	NOUN
ertr-727	169	12	.	.	PUNCT
ertr-727	170	1	american	american	ADJ
ertr-727	170	2	economic	economic	PROPN
ertr-727	170	3	journal	journal	PROPN
ertr-727	170	4	:	:	PUNCT
ertr-727	170	5	microeconomics	microeconomics	PROPN
ertr-727	170	6	,	,	PUNCT
ertr-727	170	7	2(3	2(3	NUM
ertr-727	170	8	)	)	PUNCT
ertr-727	170	9	,	,	PUNCT
ertr-727	170	10	1	1	NUM
ertr-727	170	11	-	-	SYM
ertr-727	170	12	43	43	NUM
ertr-727	170	13	.	.	PUNCT
ertr-727	171	1	budd	budd	PROPN
ertr-727	171	2	,	,	PUNCT
ertr-727	171	3	l.	l.	PROPN
ertr-727	171	4	,	,	PUNCT
ertr-727	171	5	ison	ison	PROPN
ertr-727	171	6	,	,	PUNCT
ertr-727	171	7	s.	s.	PROPN
ertr-727	171	8	and	and	CCONJ
ertr-727	171	9	adrienne	adrienne	PROPN
ertr-727	171	10	,	,	PUNCT
ertr-727	171	11	n.	n.	PROPN
ertr-727	171	12	,	,	PUNCT
ertr-727	171	13	2020	2020	NUM
ertr-727	171	14	.	.	PUNCT
ertr-727	172	1	european	european	ADJ
ertr-727	172	2	airline	airline	NOUN
ertr-727	172	3	response	response	NOUN
ertr-727	172	4	to	to	ADP
ertr-727	172	5	the	the	DET
ertr-727	172	6	covid-19	covid-19	PROPN
ertr-727	172	7	pandemic	pandemic	ADJ
ertr-727	172	8	–	–	PUNCT
ertr-727	172	9	contraction	contraction	NOUN
ertr-727	172	10	,	,	PUNCT
ertr-727	172	11	consolidation	consolidation	NOUN
ertr-727	172	12	and	and	CCONJ
ertr-727	172	13	future	future	ADJ
ertr-727	172	14	considerations	consideration	NOUN
ertr-727	172	15	for	for	ADP
ertr-727	172	16	airline	airline	NOUN
ertr-727	172	17	business	business	NOUN
ertr-727	172	18	and	and	CCONJ
ertr-727	172	19	management	management	NOUN
ertr-727	172	20	.	.	PUNCT
ertr-727	173	1	research	research	NOUN
ertr-727	173	2	in	in	ADP
ertr-727	173	3	transportation	transportation	NOUN
ertr-727	173	4	business	business	NOUN
ertr-727	173	5	&	&	CCONJ
ertr-727	173	6	management	management	PROPN
ertr-727	173	7	,	,	PUNCT
ertr-727	173	8	37	37	NUM
ertr-727	173	9	,	,	PUNCT
ertr-727	173	10	p.100578	p.100578	PROPN
ertr-727	173	11	.	.	PUNCT
ertr-727	174	1	http://ertr.tamu.edu/	http://ertr.tamu.edu/	VERB
ertr-727	174	2	https://www.alliedmarketresearch.com/low-cost-airlines-market	https://www.alliedmarketresearch.com/low-cost-airlines-market	NOUN
ertr-727	175	1	e	e	NOUN
ertr-727	175	2	-	-	NOUN
ertr-727	175	3	review	review	NOUN
ertr-727	175	4	of	of	ADP
ertr-727	175	5	tourism	tourism	NOUN
ertr-727	175	6	research	research	NOUN
ertr-727	175	7	(	(	PUNCT
ertr-727	175	8	ertr	ertr	NOUN
ertr-727	175	9	)	)	PUNCT
ertr-727	175	10	,	,	PUNCT
ertr-727	175	11	vol	vol	NOUN
ertr-727	175	12	.	.	PROPN
ertr-727	175	13	18	18	NUM
ertr-727	175	14	,	,	PUNCT
ertr-727	175	15	no	no	INTJ
ertr-727	175	16	.	.	NOUN
ertr-727	175	17	3	3	NUM
ertr-727	175	18	,	,	PUNCT
ertr-727	175	19	2020	2020	NUM
ertr-727	175	20	http://ertr.tamu.edu	http://ertr.tamu.edu	ADP
ertr-727	175	21	391	391	NUM
ertr-727	175	22	issn:1941	issn:1941	ADJ
ertr-727	175	23	-	-	PUNCT
ertr-727	175	24	5842	5842	NUM
ertr-727	175	25	budd	budd	NOUN
ertr-727	175	26	,	,	PUNCT
ertr-727	175	27	l.	l.	PROPN
ertr-727	175	28	,	,	PUNCT
ertr-727	175	29	ison	ison	PROPN
ertr-727	175	30	,	,	PUNCT
ertr-727	175	31	s.	s.	PROPN
ertr-727	175	32	,	,	PUNCT
ertr-727	175	33	&	&	CCONJ
ertr-727	175	34	budd	budd	PROPN
ertr-727	175	35	,	,	PUNCT
ertr-727	175	36	t.	t.	PROPN
ertr-727	175	37	(	(	PUNCT
ertr-727	175	38	2016	2016	NUM
ertr-727	175	39	)	)	PUNCT
ertr-727	175	40	.	.	PUNCT
ertr-727	176	1	improving	improve	VERB
ertr-727	176	2	the	the	DET
ertr-727	176	3	environmental	environmental	ADJ
ertr-727	176	4	performance	performance	NOUN
ertr-727	176	5	of	of	ADP
ertr-727	176	6	airport	airport	NOUN
ertr-727	176	7	surface	surface	NOUN
ertr-727	176	8	access	access	NOUN
ertr-727	176	9	in	in	ADP
ertr-727	176	10	the	the	DET
ertr-727	176	11	uk	uk	PROPN
ertr-727	176	12	:	:	PUNCT
ertr-727	176	13	the	the	DET
ertr-727	176	14	role	role	NOUN
ertr-727	176	15	of	of	ADP
ertr-727	176	16	public	public	ADJ
ertr-727	176	17	transport	transport	NOUN
ertr-727	176	18	.	.	PUNCT
ertr-727	177	1	research	research	NOUN
ertr-727	177	2	in	in	ADP
ertr-727	177	3	transportation	transportation	NOUN
ertr-727	177	4	economics	economic	NOUN
ertr-727	177	5	,	,	PUNCT
ertr-727	177	6	59	59	NUM
ertr-727	177	7	,	,	PUNCT
ertr-727	177	8	185195	185195	NUM
ertr-727	177	9	.	.	PUNCT
ertr-727	178	1	carlos	carlos	PROPN
ertr-727	178	2	martín	martín	PROPN
ertr-727	178	3	,	,	PUNCT
ertr-727	178	4	j.	j.	PROPN
ertr-727	178	5	,	,	PUNCT
ertr-727	178	6	román	román	NOUN
ertr-727	178	7	,	,	PUNCT
ertr-727	178	8	c.	c.	PROPN
ertr-727	178	9	,	,	PUNCT
ertr-727	178	10	&	&	CCONJ
ertr-727	178	11	espino	espino	PROPN
ertr-727	178	12	,	,	PUNCT
ertr-727	178	13	r.	r.	PROPN
ertr-727	178	14	(	(	PUNCT
ertr-727	178	15	2008	2008	NUM
ertr-727	178	16	)	)	PUNCT
ertr-727	178	17	.	.	PUNCT
ertr-727	179	1	willingness	willingness	NOUN
ertr-727	179	2	to	to	PART
ertr-727	179	3	pay	pay	VERB
ertr-727	179	4	for	for	ADP
ertr-727	179	5	airline	airline	NOUN
ertr-727	179	6	service	service	NOUN
ertr-727	179	7	quality	quality	NOUN
ertr-727	179	8	.	.	PUNCT
ertr-727	180	1	transport	transport	NOUN
ertr-727	180	2	reviews	review	NOUN
ertr-727	180	3	,	,	PUNCT
ertr-727	180	4	28(2	28(2	NUM
ertr-727	180	5	)	)	PUNCT
ertr-727	180	6	,	,	PUNCT
ertr-727	180	7	199	199	NUM
ertr-727	180	8	-	-	SYM
ertr-727	180	9	217	217	NUM
ertr-727	180	10	.	.	PUNCT
ertr-727	181	1	carrillat	carrillat	NOUN
ertr-727	181	2	,	,	PUNCT
ertr-727	181	3	f.	f.	PROPN
ertr-727	181	4	a.	a.	PROPN
ertr-727	181	5	,	,	PUNCT
ertr-727	181	6	jaramillo	jaramillo	PROPN
ertr-727	181	7	,	,	PUNCT
ertr-727	181	8	f.	f.	PROPN
ertr-727	181	9	,	,	PUNCT
ertr-727	181	10	&	&	CCONJ
ertr-727	181	11	mulki	mulki	PROPN
ertr-727	181	12	,	,	PUNCT
ertr-727	182	1	j.	j.	PROPN
ertr-727	182	2	p.	p.	PROPN
ertr-727	182	3	(	(	PUNCT
ertr-727	182	4	2007	2007	NUM
ertr-727	182	5	)	)	PUNCT
ertr-727	182	6	.	.	PUNCT
ertr-727	183	1	the	the	DET
ertr-727	183	2	validity	validity	NOUN
ertr-727	183	3	of	of	ADP
ertr-727	183	4	the	the	DET
ertr-727	183	5	servqual	servqual	ADJ
ertr-727	183	6	and	and	CCONJ
ertr-727	183	7	servperf	servperf	NOUN
ertr-727	183	8	scales	scale	NOUN
ertr-727	183	9	:	:	PUNCT
ertr-727	183	10	a	a	DET
ertr-727	183	11	meta	meta	ADJ
ertr-727	183	12	-	-	PUNCT
ertr-727	183	13	analytic	analytic	ADJ
ertr-727	183	14	view	view	NOUN
ertr-727	183	15	of	of	ADP
ertr-727	183	16	17	17	NUM
ertr-727	183	17	years	year	NOUN
ertr-727	183	18	of	of	ADP
ertr-727	183	19	research	research	NOUN
ertr-727	183	20	across	across	ADP
ertr-727	183	21	five	five	NUM
ertr-727	183	22	continents	continent	NOUN
ertr-727	183	23	.	.	PUNCT
ertr-727	184	1	international	international	ADJ
ertr-727	184	2	journal	journal	PROPN
ertr-727	184	3	of	of	ADP
ertr-727	184	4	service	service	NOUN
ertr-727	184	5	industry	industry	NOUN
ertr-727	184	6	management	management	NOUN
ertr-727	184	7	,	,	PUNCT
ertr-727	184	8	18(5	18(5	NUM
ertr-727	184	9	)	)	PUNCT
ertr-727	184	10	,	,	PUNCT
ertr-727	184	11	472	472	NUM
ertr-727	184	12	-	-	SYM
ertr-727	184	13	490	490	NUM
ertr-727	184	14	.	.	PUNCT
ertr-727	185	1	chen	chen	PROPN
ertr-727	185	2	,	,	PUNCT
ertr-727	185	3	c.	c.	PROPN
ertr-727	185	4	f.	f.	PROPN
ertr-727	185	5	,	,	PUNCT
ertr-727	185	6	&	&	CCONJ
ertr-727	185	7	wu	wu	PROPN
ertr-727	185	8	,	,	PUNCT
ertr-727	185	9	t.	t.	PROPN
ertr-727	185	10	f.	f.	PROPN
ertr-727	185	11	(	(	PUNCT
ertr-727	185	12	2009	2009	NUM
ertr-727	185	13	)	)	PUNCT
ertr-727	185	14	.	.	PUNCT
ertr-727	186	1	exploring	explore	VERB
ertr-727	186	2	passenger	passenger	NOUN
ertr-727	186	3	preferences	preference	NOUN
ertr-727	186	4	in	in	ADP
ertr-727	186	5	airline	airline	NOUN
ertr-727	186	6	service	service	NOUN
ertr-727	186	7	attributes	attribute	VERB
ertr-727	186	8	:	:	PUNCT
ertr-727	186	9	a	a	DET
ertr-727	186	10	note	note	NOUN
ertr-727	186	11	.	.	PUNCT
ertr-727	187	1	journal	journal	PROPN
ertr-727	187	2	of	of	ADP
ertr-727	187	3	air	air	PROPN
ertr-727	187	4	transport	transport	PROPN
ertr-727	187	5	management	management	NOUN
ertr-727	187	6	,	,	PUNCT
ertr-727	187	7	15(1	15(1	NUM
ertr-727	187	8	)	)	PUNCT
ertr-727	187	9	,	,	PUNCT
ertr-727	187	10	52	52	NUM
ertr-727	187	11	-	-	SYM
ertr-727	187	12	53	53	NUM
ertr-727	187	13	.	.	PUNCT
ertr-727	188	1	chu	chu	PROPN
ertr-727	188	2	,	,	PUNCT
ertr-727	188	3	r.	r.	PROPN
ertr-727	188	4	k.	k.	PROPN
ertr-727	188	5	,	,	PUNCT
ertr-727	188	6	&	&	CCONJ
ertr-727	188	7	choi	choi	NOUN
ertr-727	188	8	,	,	PUNCT
ertr-727	188	9	t.	t.	PROPN
ertr-727	188	10	(	(	PUNCT
ertr-727	188	11	2000	2000	NUM
ertr-727	188	12	)	)	PUNCT
ertr-727	188	13	.	.	PUNCT
ertr-727	189	1	an	an	DET
ertr-727	189	2	importance	importance	NOUN
ertr-727	189	3	-	-	PUNCT
ertr-727	189	4	performance	performance	NOUN
ertr-727	189	5	analysis	analysis	NOUN
ertr-727	189	6	of	of	ADP
ertr-727	189	7	hotel	hotel	NOUN
ertr-727	189	8	selection	selection	NOUN
ertr-727	189	9	factors	factor	NOUN
ertr-727	189	10	in	in	ADP
ertr-727	189	11	the	the	DET
ertr-727	189	12	hong	hong	PROPN
ertr-727	189	13	kong	kong	PROPN
ertr-727	189	14	hotel	hotel	PROPN
ertr-727	189	15	industry	industry	NOUN
ertr-727	189	16	:	:	PUNCT
ertr-727	189	17	a	a	DET
ertr-727	189	18	comparison	comparison	NOUN
ertr-727	189	19	of	of	ADP
ertr-727	189	20	business	business	NOUN
ertr-727	189	21	and	and	CCONJ
ertr-727	189	22	leisure	leisure	NOUN
ertr-727	189	23	travellers	traveller	NOUN
ertr-727	189	24	.	.	PUNCT
ertr-727	190	1	tourism	tourism	NOUN
ertr-727	190	2	management	management	NOUN
ertr-727	190	3	,	,	PUNCT
ertr-727	190	4	21(4	21(4	NUM
ertr-727	190	5	)	)	PUNCT
ertr-727	190	6	,	,	PUNCT
ertr-727	190	7	363	363	NUM
ertr-727	190	8	-	-	SYM
ertr-727	190	9	377	377	NUM
ertr-727	190	10	.	.	PUNCT
ertr-727	191	1	doganis	doganis	PROPN
ertr-727	191	2	,	,	PUNCT
ertr-727	191	3	r.	r.	PROPN
ertr-727	191	4	(	(	PUNCT
ertr-727	191	5	2006	2006	NUM
ertr-727	191	6	)	)	PUNCT
ertr-727	191	7	.	.	PUNCT
ertr-727	192	1	the	the	DET
ertr-727	192	2	airline	airline	NOUN
ertr-727	192	3	business	business	NOUN
ertr-727	192	4	.	.	PUNCT
ertr-727	193	1	oxon	oxon	PROPN
ertr-727	193	2	:	:	PUNCT
ertr-727	194	1	routledge	routledge	PROPN
ertr-727	194	2	el	el	PROPN
ertr-727	194	3	haddad	haddad	PROPN
ertr-727	194	4	,	,	PUNCT
ertr-727	194	5	r.	r.	PROPN
ertr-727	194	6	(	(	PUNCT
ertr-727	194	7	2019	2019	NUM
ertr-727	194	8	)	)	PUNCT
ertr-727	194	9	.	.	PUNCT
ertr-727	195	1	exploring	explore	VERB
ertr-727	195	2	service	service	NOUN
ertr-727	195	3	quality	quality	NOUN
ertr-727	195	4	of	of	ADP
ertr-727	195	5	low	low	ADJ
ertr-727	195	6	-	-	PUNCT
ertr-727	195	7	cost	cost	NOUN
ertr-727	195	8	airlines	airline	NOUN
ertr-727	195	9	.	.	PUNCT
ertr-727	196	1	services	service	NOUN
ertr-727	196	2	marketing	market	VERB
ertr-727	196	3	quarterly	quarterly	ADV
ertr-727	196	4	,	,	PUNCT
ertr-727	196	5	40(4	40(4	NUM
ertr-727	196	6	)	)	PUNCT
ertr-727	196	7	,	,	PUNCT
ertr-727	196	8	301	301	NUM
ertr-727	196	9	-	-	SYM
ertr-727	196	10	315	315	NUM
ertr-727	196	11	.	.	PUNCT
ertr-727	196	12	grigolon	grigolon	NOUN
ertr-727	196	13	,	,	PUNCT
ertr-727	196	14	a.	a.	PROPN
ertr-727	196	15	b.	b.	PROPN
ertr-727	196	16	,	,	PUNCT
ertr-727	196	17	kemperman	kemperman	PROPN
ertr-727	196	18	,	,	PUNCT
ertr-727	196	19	a.	a.	PROPN
ertr-727	196	20	d.	d.	PROPN
ertr-727	196	21	,	,	PUNCT
ertr-727	196	22	&	&	CCONJ
ertr-727	196	23	timmermans	timmermans	PROPN
ertr-727	196	24	,	,	PUNCT
ertr-727	196	25	h.	h.	PROPN
ertr-727	196	26	j.	j.	PROPN
ertr-727	196	27	(	(	PUNCT
ertr-727	196	28	2012	2012	NUM
ertr-727	196	29	)	)	PUNCT
ertr-727	196	30	.	.	PUNCT
ertr-727	197	1	the	the	DET
ertr-727	197	2	influence	influence	NOUN
ertr-727	197	3	of	of	ADP
ertr-727	197	4	low	low	ADJ
ertr-727	197	5	-	-	PUNCT
ertr-727	197	6	fare	fare	NOUN
ertr-727	197	7	airlines	airline	NOUN
ertr-727	197	8	on	on	ADP
ertr-727	197	9	vacation	vacation	NOUN
ertr-727	197	10	choices	choice	NOUN
ertr-727	197	11	of	of	ADP
ertr-727	197	12	students	student	NOUN
ertr-727	197	13	:	:	PUNCT
ertr-727	197	14	results	result	NOUN
ertr-727	197	15	of	of	ADP
ertr-727	197	16	a	a	DET
ertr-727	197	17	stated	state	VERB
ertr-727	197	18	portfolio	portfolio	NOUN
ertr-727	197	19	choice	choice	NOUN
ertr-727	197	20	experiment	experiment	NOUN
ertr-727	197	21	.	.	PUNCT
ertr-727	198	1	tourism	tourism	NOUN
ertr-727	198	2	management	management	NOUN
ertr-727	198	3	,	,	PUNCT
ertr-727	198	4	33(5	33(5	NUM
ertr-727	198	5	)	)	PUNCT
ertr-727	198	6	,	,	PUNCT
ertr-727	198	7	1174	1174	NUM
ertr-727	198	8	-	-	SYM
ertr-727	198	9	1184	1184	NUM
ertr-727	198	10	.	.	PUNCT
ertr-727	199	1	jiang	jiang	PROPN
ertr-727	199	2	,	,	PUNCT
ertr-727	199	3	h.	h.	PROPN
ertr-727	199	4	,	,	PUNCT
ertr-727	199	5	&	&	CCONJ
ertr-727	199	6	zhang	zhang	PROPN
ertr-727	199	7	,	,	PUNCT
ertr-727	199	8	y.	y.	PROPN
ertr-727	199	9	(	(	PUNCT
ertr-727	199	10	2016	2016	NUM
ertr-727	199	11	)	)	PUNCT
ertr-727	199	12	.	.	PUNCT
ertr-727	200	1	an	an	DET
ertr-727	200	2	investigation	investigation	NOUN
ertr-727	200	3	of	of	ADP
ertr-727	200	4	service	service	NOUN
ertr-727	200	5	quality	quality	NOUN
ertr-727	200	6	,	,	PUNCT
ertr-727	200	7	customer	customer	NOUN
ertr-727	200	8	satisfaction	satisfaction	NOUN
ertr-727	200	9	and	and	CCONJ
ertr-727	200	10	loyalty	loyalty	NOUN
ertr-727	200	11	in	in	ADP
ertr-727	200	12	china	china	PROPN
ertr-727	200	13	's	's	PART
ertr-727	200	14	airline	airline	NOUN
ertr-727	200	15	market	market	NOUN
ertr-727	200	16	.	.	PUNCT
ertr-727	201	1	journal	journal	PROPN
ertr-727	201	2	of	of	ADP
ertr-727	201	3	air	air	PROPN
ertr-727	201	4	transport	transport	PROPN
ertr-727	201	5	management	management	NOUN
ertr-727	201	6	,	,	PUNCT
ertr-727	201	7	57	57	NUM
ertr-727	201	8	,	,	PUNCT
ertr-727	201	9	80	80	NUM
ertr-727	201	10	-	-	SYM
ertr-727	201	11	88	88	NUM
ertr-727	201	12	.	.	PUNCT
ertr-727	202	1	leong	leong	PROPN
ertr-727	202	2	,	,	PUNCT
ertr-727	202	3	c.	c.	PROPN
ertr-727	202	4	c.	c.	PROPN
ertr-727	202	5	(	(	PUNCT
ertr-727	202	6	2008	2008	NUM
ertr-727	202	7	)	)	PUNCT
ertr-727	202	8	.	.	PUNCT
ertr-727	203	1	an	an	DET
ertr-727	203	2	importance	importance	NOUN
ertr-727	203	3	-	-	PUNCT
ertr-727	203	4	performance	performance	NOUN
ertr-727	203	5	analysis	analysis	NOUN
ertr-727	203	6	to	to	PART
ertr-727	203	7	evaluate	evaluate	VERB
ertr-727	203	8	airline	airline	NOUN
ertr-727	203	9	service	service	NOUN
ertr-727	203	10	quality	quality	NOUN
ertr-727	203	11	:	:	PUNCT
ertr-727	203	12	the	the	DET
ertr-727	203	13	case	case	NOUN
ertr-727	203	14	study	study	NOUN
ertr-727	203	15	of	of	ADP
ertr-727	203	16	a	a	DET
ertr-727	203	17	budget	budget	NOUN
ertr-727	203	18	airline	airline	NOUN
ertr-727	203	19	in	in	ADP
ertr-727	203	20	asia	asia	PROPN
ertr-727	203	21	.	.	PUNCT
ertr-727	204	1	journal	journal	PROPN
ertr-727	204	2	of	of	ADP
ertr-727	204	3	quality	quality	NOUN
ertr-727	204	4	assurance	assurance	NOUN
ertr-727	204	5	in	in	ADP
ertr-727	204	6	hospitality	hospitality	NOUN
ertr-727	204	7	&	&	CCONJ
ertr-727	204	8	tourism	tourism	NOUN
ertr-727	204	9	,	,	PUNCT
ertr-727	204	10	8(3	8(3	NUM
ertr-727	204	11	)	)	PUNCT
ertr-727	204	12	,	,	PUNCT
ertr-727	204	13	39	39	NUM
ertr-727	204	14	-	-	SYM
ertr-727	204	15	59	59	NUM
ertr-727	204	16	.	.	PUNCT
ertr-727	205	1	martilla	martilla	PROPN
ertr-727	205	2	,	,	PUNCT
ertr-727	205	3	j.	j.	PROPN
ertr-727	205	4	a.	a.	PROPN
ertr-727	205	5	,	,	PUNCT
ertr-727	205	6	&	&	CCONJ
ertr-727	205	7	james	james	PROPN
ertr-727	205	8	,	,	PUNCT
ertr-727	205	9	j.	j.	PROPN
ertr-727	205	10	c.	c.	PROPN
ertr-727	205	11	(	(	PUNCT
ertr-727	205	12	1977	1977	NUM
ertr-727	205	13	)	)	PUNCT
ertr-727	205	14	.	.	PUNCT
ertr-727	206	1	importance	importance	NOUN
ertr-727	206	2	-	-	PUNCT
ertr-727	206	3	performance	performance	NOUN
ertr-727	206	4	analysis	analysis	NOUN
ertr-727	206	5	.	.	PUNCT
ertr-727	207	1	journal	journal	NOUN
ertr-727	207	2	of	of	ADP
ertr-727	207	3	marketing	marketing	NOUN
ertr-727	207	4	,	,	PUNCT
ertr-727	207	5	41(1	41(1	NUM
ertr-727	207	6	)	)	PUNCT
ertr-727	207	7	,	,	PUNCT
ertr-727	207	8	77	77	NUM
ertr-727	207	9	-	-	SYM
ertr-727	207	10	79	79	NUM
ertr-727	207	11	.	.	PUNCT
ertr-727	208	1	nunnally	nunnally	PROPN
ertr-727	208	2	,	,	PUNCT
ertr-727	208	3	j.	j.	PROPN
ertr-727	208	4	c.	c.	PROPN
ertr-727	208	5	,	,	PUNCT
ertr-727	208	6	&	&	CCONJ
ertr-727	208	7	bernstein	bernstein	PROPN
ertr-727	208	8	,	,	PUNCT
ertr-727	208	9	i.	i.	PROPN
ertr-727	208	10	h.	h.	PROPN
ertr-727	208	11	(	(	PUNCT
ertr-727	208	12	1994	1994	NUM
ertr-727	208	13	)	)	PUNCT
ertr-727	208	14	.	.	PUNCT
ertr-727	209	1	psychometric	psychometric	ADJ
ertr-727	209	2	theory	theory	NOUN
ertr-727	209	3	3rd	3rd	PROPN
ertr-727	209	4	edition	edition	NOUN
ertr-727	209	5	.	.	PUNCT
ertr-727	210	1	new	new	PROPN
ertr-727	210	2	york	york	PROPN
ertr-727	210	3	:	:	PUNCT
ertr-727	210	4	mcgrawhill	mcgrawhill	ADJ
ertr-727	210	5	ostrowski	ostrowski	NOUN
ertr-727	210	6	,	,	PUNCT
ertr-727	210	7	p.	p.	PROPN
ertr-727	210	8	l.	l.	PROPN
ertr-727	210	9	,	,	PUNCT
ertr-727	210	10	o'brien	o'brien	PROPN
ertr-727	210	11	,	,	PUNCT
ertr-727	210	12	t.	t.	PROPN
ertr-727	210	13	v.	v.	PROPN
ertr-727	210	14	,	,	PUNCT
ertr-727	210	15	&	&	CCONJ
ertr-727	210	16	gordon	gordon	PROPN
ertr-727	210	17	,	,	PUNCT
ertr-727	210	18	g.	g.	PROPN
ertr-727	210	19	l.	l.	PROPN
ertr-727	210	20	(	(	PUNCT
ertr-727	210	21	1994	1994	NUM
ertr-727	210	22	)	)	PUNCT
ertr-727	210	23	.	.	PUNCT
ertr-727	211	1	determinants	determinant	NOUN
ertr-727	211	2	of	of	ADP
ertr-727	211	3	service	service	NOUN
ertr-727	211	4	quality	quality	NOUN
ertr-727	211	5	in	in	ADP
ertr-727	211	6	the	the	DET
ertr-727	211	7	commercial	commercial	ADJ
ertr-727	211	8	airline	airline	NOUN
ertr-727	211	9	industry	industry	NOUN
ertr-727	211	10	:	:	PUNCT
ertr-727	211	11	differences	difference	NOUN
ertr-727	211	12	between	between	ADP
ertr-727	211	13	business	business	NOUN
ertr-727	211	14	and	and	CCONJ
ertr-727	211	15	leisure	leisure	NOUN
ertr-727	211	16	travelers	traveler	NOUN
ertr-727	211	17	.	.	PUNCT
ertr-727	212	1	journal	journal	PROPN
ertr-727	212	2	of	of	ADP
ertr-727	212	3	travel	travel	PROPN
ertr-727	212	4	&	&	CCONJ
ertr-727	212	5	tourism	tourism	NOUN
ertr-727	212	6	marketing	marketing	NOUN
ertr-727	212	7	,	,	PUNCT
ertr-727	212	8	3(1	3(1	NUM
ertr-727	212	9	)	)	PUNCT
ertr-727	212	10	,	,	PUNCT
ertr-727	212	11	19	19	NUM
ertr-727	212	12	-	-	SYM
ertr-727	212	13	48	48	NUM
ertr-727	212	14	.	.	PUNCT
ertr-727	213	1	pakdil	pakdil	PROPN
ertr-727	213	2	,	,	PUNCT
ertr-727	213	3	f.	f.	PROPN
ertr-727	213	4	,	,	PUNCT
ertr-727	213	5	&	&	CCONJ
ertr-727	213	6	aydın	aydın	PROPN
ertr-727	213	7	,	,	PUNCT
ertr-727	213	8	ö.	ö.	PROPN
ertr-727	213	9	(	(	PUNCT
ertr-727	213	10	2007	2007	NUM
ertr-727	213	11	)	)	PUNCT
ertr-727	213	12	.	.	PUNCT
ertr-727	214	1	expectations	expectation	NOUN
ertr-727	214	2	and	and	CCONJ
ertr-727	214	3	perceptions	perception	NOUN
ertr-727	214	4	in	in	ADP
ertr-727	214	5	airline	airline	NOUN
ertr-727	214	6	services	service	NOUN
ertr-727	214	7	:	:	PUNCT
ertr-727	214	8	an	an	DET
ertr-727	214	9	analysis	analysis	NOUN
ertr-727	214	10	using	use	VERB
ertr-727	214	11	weighted	weight	VERB
ertr-727	214	12	servqual	servqual	ADJ
ertr-727	214	13	scores	score	NOUN
ertr-727	214	14	.	.	PUNCT
ertr-727	215	1	journal	journal	PROPN
ertr-727	215	2	of	of	ADP
ertr-727	215	3	air	air	PROPN
ertr-727	215	4	transport	transport	PROPN
ertr-727	215	5	management	management	NOUN
ertr-727	215	6	,	,	PUNCT
ertr-727	215	7	13(4	13(4	NUM
ertr-727	215	8	)	)	PUNCT
ertr-727	215	9	,	,	PUNCT
ertr-727	215	10	229	229	NUM
ertr-727	215	11	-	-	SYM
ertr-727	215	12	237	237	NUM
ertr-727	215	13	.	.	PUNCT
ertr-727	216	1	parasuraman	parasuraman	NOUN
ertr-727	216	2	,	,	PUNCT
ertr-727	216	3	a.	a.	PROPN
ertr-727	216	4	,	,	PUNCT
ertr-727	216	5	zeithaml	zeithaml	PROPN
ertr-727	216	6	,	,	PUNCT
ertr-727	216	7	v.	v.	PROPN
ertr-727	216	8	a.	a.	PROPN
ertr-727	216	9	,	,	PUNCT
ertr-727	216	10	&	&	CCONJ
ertr-727	216	11	berry	berry	PROPN
ertr-727	216	12	,	,	PUNCT
ertr-727	216	13	l.	l.	PROPN
ertr-727	216	14	l.	l.	PROPN
ertr-727	216	15	(	(	PUNCT
ertr-727	216	16	1985	1985	NUM
ertr-727	216	17	)	)	PUNCT
ertr-727	216	18	.	.	PUNCT
ertr-727	217	1	a	a	DET
ertr-727	217	2	conceptual	conceptual	ADJ
ertr-727	217	3	model	model	NOUN
ertr-727	217	4	of	of	ADP
ertr-727	217	5	service	service	NOUN
ertr-727	217	6	quality	quality	NOUN
ertr-727	217	7	and	and	CCONJ
ertr-727	217	8	its	its	PRON
ertr-727	217	9	implications	implication	NOUN
ertr-727	217	10	for	for	ADP
ertr-727	217	11	future	future	ADJ
ertr-727	217	12	research	research	NOUN
ertr-727	217	13	.	.	PUNCT
ertr-727	218	1	journal	journal	NOUN
ertr-727	218	2	of	of	ADP
ertr-727	218	3	marketing	marketing	NOUN
ertr-727	218	4	,	,	PUNCT
ertr-727	218	5	49(4	49(4	NOUN
ertr-727	218	6	)	)	PUNCT
ertr-727	218	7	,	,	PUNCT
ertr-727	218	8	41	41	NUM
ertr-727	218	9	-	-	SYM
ertr-727	218	10	50	50	NUM
ertr-727	218	11	.	.	PUNCT
ertr-727	219	1	http://ertr.tamu.edu/	http://ertr.tamu.edu/	PROPN
ertr-727	219	2	e	e	NOUN
ertr-727	219	3	-	-	NOUN
ertr-727	219	4	review	review	NOUN
ertr-727	219	5	of	of	ADP
ertr-727	219	6	tourism	tourism	NOUN
ertr-727	219	7	research	research	NOUN
ertr-727	219	8	(	(	PUNCT
ertr-727	219	9	ertr	ertr	NOUN
ertr-727	219	10	)	)	PUNCT
ertr-727	219	11	,	,	PUNCT
ertr-727	219	12	vol	vol	NOUN
ertr-727	219	13	.	.	PROPN
ertr-727	219	14	18	18	NUM
ertr-727	219	15	,	,	PUNCT
ertr-727	219	16	no	no	INTJ
ertr-727	219	17	.	.	NOUN
ertr-727	219	18	3	3	NUM
ertr-727	219	19	,	,	PUNCT
ertr-727	219	20	2020	2020	NUM
ertr-727	219	21	http://ertr.tamu.edu	http://ertr.tamu.edu	NOUN
ertr-727	219	22	392	392	NUM
ertr-727	219	23	issn:1941	issn:1941	ADJ
ertr-727	219	24	-	-	PUNCT
ertr-727	219	25	5842	5842	NUM
ertr-727	219	26	parasuraman	parasuraman	NOUN
ertr-727	219	27	,	,	PUNCT
ertr-727	219	28	a.	a.	NOUN
ertr-727	219	29	,	,	PUNCT
ertr-727	219	30	zeithaml	zeithaml	PROPN
ertr-727	219	31	,	,	PUNCT
ertr-727	219	32	v.	v.	PROPN
ertr-727	219	33	a.	a.	PROPN
ertr-727	219	34	,	,	PUNCT
ertr-727	219	35	&	&	CCONJ
ertr-727	219	36	berry	berry	PROPN
ertr-727	219	37	,	,	PUNCT
ertr-727	219	38	l.	l.	PROPN
ertr-727	219	39	l.	l.	PROPN
ertr-727	219	40	(	(	PUNCT
ertr-727	219	41	1988	1988	NUM
ertr-727	219	42	)	)	PUNCT
ertr-727	219	43	.	.	PUNCT
ertr-727	220	1	servqual	servqual	ADJ
ertr-727	220	2	:	:	PUNCT
ertr-727	220	3	a	a	DET
ertr-727	220	4	multiple	multiple	ADJ
ertr-727	220	5	-	-	PUNCT
ertr-727	220	6	item	item	NOUN
ertr-727	220	7	scale	scale	NOUN
ertr-727	220	8	for	for	ADP
ertr-727	220	9	measuring	measure	VERB
ertr-727	220	10	consumer	consumer	NOUN
ertr-727	220	11	perceptions	perception	NOUN
ertr-727	220	12	of	of	ADP
ertr-727	220	13	service	service	NOUN
ertr-727	220	14	quality	quality	NOUN
ertr-727	220	15	.	.	PUNCT
ertr-727	221	1	journal	journal	NOUN
ertr-727	221	2	of	of	ADP
ertr-727	221	3	retailing	retailing	NOUN
ertr-727	221	4	,	,	PUNCT
ertr-727	221	5	64(1	64(1	NUM
ertr-727	221	6	)	)	PUNCT
ertr-727	221	7	,	,	PUNCT
ertr-727	221	8	12	12	NUM
ertr-727	221	9	-	-	SYM
ertr-727	221	10	40	40	NUM
ertr-727	221	11	.	.	PUNCT
ertr-727	222	1	podsakoff	podsakoff	NOUN
ertr-727	222	2	,	,	PUNCT
ertr-727	222	3	p.	p.	NOUN
ertr-727	222	4	m.	m.	NOUN
ertr-727	222	5	,	,	PUNCT
ertr-727	222	6	mackenzie	mackenzie	PROPN
ertr-727	222	7	,	,	PUNCT
ertr-727	222	8	s.	s.	PROPN
ertr-727	222	9	b.	b.	PROPN
ertr-727	222	10	,	,	PUNCT
ertr-727	222	11	lee	lee	PROPN
ertr-727	222	12	,	,	PUNCT
ertr-727	222	13	j.	j.	PROPN
ertr-727	222	14	y.	y.	PROPN
ertr-727	222	15	,	,	PUNCT
ertr-727	222	16	&	&	CCONJ
ertr-727	222	17	podsakoff	podsakoff	PROPN
ertr-727	222	18	,	,	PUNCT
ertr-727	223	1	n.	n.	PROPN
ertr-727	223	2	p.	p.	PROPN
ertr-727	223	3	(	(	PUNCT
ertr-727	223	4	2003	2003	NUM
ertr-727	223	5	)	)	PUNCT
ertr-727	223	6	.	.	PUNCT
ertr-727	224	1	common	common	ADJ
ertr-727	224	2	method	method	NOUN
ertr-727	224	3	biases	bias	NOUN
ertr-727	224	4	in	in	ADP
ertr-727	224	5	behavioral	behavioral	ADJ
ertr-727	224	6	research	research	NOUN
ertr-727	224	7	:	:	PUNCT
ertr-727	224	8	a	a	DET
ertr-727	224	9	critical	critical	ADJ
ertr-727	224	10	review	review	NOUN
ertr-727	224	11	of	of	ADP
ertr-727	224	12	the	the	DET
ertr-727	224	13	literature	literature	NOUN
ertr-727	224	14	and	and	CCONJ
ertr-727	224	15	recommended	recommend	VERB
ertr-727	224	16	remedies	remedy	NOUN
ertr-727	224	17	.	.	PUNCT
ertr-727	225	1	journal	journal	NOUN
ertr-727	225	2	of	of	ADP
ertr-727	225	3	applied	apply	VERB
ertr-727	225	4	psychology	psychology	NOUN
ertr-727	225	5	,	,	PUNCT
ertr-727	225	6	88(5	88(5	PROPN
ertr-727	225	7	)	)	PUNCT
ertr-727	225	8	,	,	PUNCT
ertr-727	225	9	879	879	NUM
ertr-727	225	10	.	.	PUNCT
ertr-727	226	1	trondent	trondent	NOUN
ertr-727	226	2	(	(	PUNCT
ertr-727	226	3	2020	2020	NUM
ertr-727	226	4	)	)	PUNCT
ertr-727	226	5	.	.	PUNCT
ertr-727	227	1	business	business	NOUN
ertr-727	227	2	travel	travel	NOUN
ertr-727	227	3	by	by	ADP
ertr-727	227	4	the	the	DET
ertr-727	227	5	numbers	number	NOUN
ertr-727	227	6	.	.	PUNCT
ertr-727	228	1	available	available	ADJ
ertr-727	228	2	at	at	ADP
ertr-727	228	3	https://www.trondent.com/business-travel-statistics/	https://www.trondent.com/business-travel-statistics/	PROPN
ertr-727	228	4	(	(	PUNCT
ertr-727	228	5	accessed	access	VERB
ertr-727	228	6	07	07	NUM
ertr-727	228	7	january	january	NOUN
ertr-727	228	8	2021	2021	NUM
ertr-727	228	9	)	)	PUNCT
ertr-727	228	10	.	.	PUNCT
ertr-727	229	1	http://ertr.tamu.edu/	http://ertr.tamu.edu/	PROPN
ertr-727	229	2	https://www.trondent.com/business-travel-statistics/	https://www.trondent.com/business-travel-statistics/	PROPN