id	sid	tid	token	lemma	pos
sc-1106	1	1	towards	towards	ADP
sc-1106	1	2	strategies	strategy	NOUN
sc-1106	1	3	to	to	PART
sc-1106	1	4	capture	capture	VERB
sc-1106	1	5	and	and	CCONJ
sc-1106	1	6	retain	retain	VERB
sc-1106	1	7	mobile	mobile	ADJ
sc-1106	1	8	ticketing	ticket	VERB
sc-1106	1	9	customers	customer	NOUN
sc-1106	1	10	1	1	NUM
sc-1106	1	11	towards	towards	ADP
sc-1106	1	12	strategies	strategy	NOUN
sc-1106	1	13	to	to	PART
sc-1106	1	14	capture	capture	VERB
sc-1106	1	15	and	and	CCONJ
sc-1106	1	16	retain	retain	VERB
sc-1106	1	17	mobile	mobile	ADJ
sc-1106	1	18	ticketing	ticket	VERB
sc-1106	1	19	customers	customer	NOUN
sc-1106	1	20	marta	marta	PROPN
sc-1106	1	21	campos	campos	PROPN
sc-1106	1	22	ferreira1,2	ferreira1,2	PROPN
sc-1106	1	23	,	,	PUNCT
sc-1106	1	24	*	*	PUNCT
sc-1106	1	25	,	,	PUNCT
sc-1106	1	26	catarina	catarina	ADJ
sc-1106	1	27	ferreira1	ferreira1	PROPN
sc-1106	1	28	and	and	CCONJ
sc-1106	1	29	teresa	teresa	PROPN
sc-1106	1	30	galvão	galvão	NOUN
sc-1106	1	31	dias1,2	dias1,2	PROPN
sc-1106	1	32	1faculty	1faculty	NUM
sc-1106	1	33	of	of	ADP
sc-1106	1	34	engineering	engineering	NOUN
sc-1106	1	35	,	,	PUNCT
sc-1106	1	36	university	university	NOUN
sc-1106	1	37	of	of	ADP
sc-1106	1	38	porto	porto	PROPN
sc-1106	1	39	,	,	PUNCT
sc-1106	1	40	rua	rua	PROPN
sc-1106	1	41	dr	dr	PROPN
sc-1106	1	42	.	.	PROPN
sc-1106	1	43	roberto	roberto	PROPN
sc-1106	1	44	frias	frias	PROPN
sc-1106	1	45	,	,	PUNCT
sc-1106	1	46	4200	4200	NUM
sc-1106	1	47	-	-	SYM
sc-1106	1	48	465	465	NUM
sc-1106	1	49	porto	porto	NOUN
sc-1106	1	50	,	,	PUNCT
sc-1106	1	51	portugal	portugal	PROPN
sc-1106	1	52	2inesc	2inesc	PROPN
sc-1106	1	53	-	-	PUNCT
sc-1106	1	54	tec	tec	ADJ
sc-1106	1	55	,	,	PUNCT
sc-1106	1	56	faculty	faculty	NOUN
sc-1106	1	57	of	of	ADP
sc-1106	1	58	engineering	engineering	NOUN
sc-1106	1	59	,	,	PUNCT
sc-1106	1	60	university	university	NOUN
sc-1106	1	61	of	of	ADP
sc-1106	1	62	porto	porto	PROPN
sc-1106	1	63	,	,	PUNCT
sc-1106	1	64	rua	rua	PROPN
sc-1106	1	65	dr	dr	PROPN
sc-1106	1	66	.	.	PROPN
sc-1106	1	67	roberto	roberto	PROPN
sc-1106	1	68	frias	frias	PROPN
sc-1106	1	69	,	,	PUNCT
sc-1106	1	70	4200	4200	NUM
sc-1106	1	71	-	-	SYM
sc-1106	1	72	465	465	NUM
sc-1106	1	73	porto	porto	NOUN
sc-1106	1	74	,	,	PUNCT
sc-1106	1	75	portugal	portugal	PROPN
sc-1106	1	76	abstract	abstract	ADJ
sc-1106	1	77	introduction	introduction	NOUN
sc-1106	1	78	:	:	PUNCT
sc-1106	1	79	when	when	SCONJ
sc-1106	1	80	compared	compare	VERB
sc-1106	1	81	to	to	ADP
sc-1106	1	82	traditional	traditional	ADJ
sc-1106	1	83	ticketing	ticketing	NOUN
sc-1106	1	84	systems	system	NOUN
sc-1106	1	85	,	,	PUNCT
sc-1106	1	86	mobile	mobile	ADJ
sc-1106	1	87	ticketing	ticketing	NOUN
sc-1106	1	88	has	have	VERB
sc-1106	1	89	several	several	ADJ
sc-1106	1	90	advantages	advantage	NOUN
sc-1106	1	91	,	,	PUNCT
sc-1106	1	92	allowing	allow	VERB
sc-1106	1	93	ubiquitous	ubiquitous	ADJ
sc-1106	1	94	and	and	CCONJ
sc-1106	1	95	remote	remote	ADJ
sc-1106	1	96	access	access	NOUN
sc-1106	1	97	to	to	ADP
sc-1106	1	98	payments	payment	NOUN
sc-1106	1	99	,	,	PUNCT
sc-1106	1	100	avoiding	avoid	VERB
sc-1106	1	101	queues	queue	NOUN
sc-1106	1	102	and	and	CCONJ
sc-1106	1	103	replacing	replace	VERB
sc-1106	1	104	notes	note	NOUN
sc-1106	1	105	and	and	CCONJ
sc-1106	1	106	coins	coin	NOUN
sc-1106	1	107	.	.	PUNCT
sc-1106	2	1	it	it	PRON
sc-1106	2	2	also	also	ADV
sc-1106	2	3	allows	allow	VERB
sc-1106	2	4	service	service	NOUN
sc-1106	2	5	providers	provider	NOUN
sc-1106	2	6	to	to	PART
sc-1106	2	7	reduce	reduce	VERB
sc-1106	2	8	their	their	PRON
sc-1106	2	9	costs	cost	NOUN
sc-1106	2	10	and	and	CCONJ
sc-1106	2	11	achieve	achieve	VERB
sc-1106	2	12	operational	operational	ADJ
sc-1106	2	13	and	and	CCONJ
sc-1106	2	14	productivity	productivity	NOUN
sc-1106	2	15	gains	gain	NOUN
sc-1106	2	16	.	.	PUNCT
sc-1106	3	1	however	however	ADV
sc-1106	3	2	,	,	PUNCT
sc-1106	3	3	while	while	SCONJ
sc-1106	3	4	some	some	DET
sc-1106	3	5	cities	city	NOUN
sc-1106	3	6	have	have	AUX
sc-1106	3	7	implemented	implement	VERB
sc-1106	3	8	mobile	mobile	ADJ
sc-1106	3	9	ticketing	ticket	VERB
sc-1106	3	10	solutions	solution	NOUN
sc-1106	3	11	on	on	ADP
sc-1106	3	12	their	their	PRON
sc-1106	3	13	public	public	ADJ
sc-1106	3	14	transport	transport	NOUN
sc-1106	3	15	network	network	NOUN
sc-1106	3	16	,	,	PUNCT
sc-1106	3	17	the	the	DET
sc-1106	3	18	adoption	adoption	NOUN
sc-1106	3	19	of	of	ADP
sc-1106	3	20	such	such	ADJ
sc-1106	3	21	services	service	NOUN
sc-1106	3	22	appears	appear	VERB
sc-1106	3	23	to	to	PART
sc-1106	3	24	have	have	VERB
sc-1106	3	25	limited	limited	ADJ
sc-1106	3	26	success	success	NOUN
sc-1106	3	27	.	.	PUNCT
sc-1106	4	1	the	the	DET
sc-1106	4	2	causes	cause	NOUN
sc-1106	4	3	that	that	PRON
sc-1106	4	4	lead	lead	VERB
sc-1106	4	5	to	to	ADP
sc-1106	4	6	such	such	DET
sc-1106	4	7	a	a	DET
sc-1106	4	8	low	low	ADJ
sc-1106	4	9	rate	rate	NOUN
sc-1106	4	10	of	of	ADP
sc-1106	4	11	use	use	NOUN
sc-1106	4	12	of	of	ADP
sc-1106	4	13	the	the	DET
sc-1106	4	14	service	service	NOUN
sc-1106	4	15	are	be	AUX
sc-1106	4	16	still	still	ADV
sc-1106	4	17	unknown	unknown	ADJ
sc-1106	4	18	.	.	PUNCT
sc-1106	5	1	objectives	objective	NOUN
sc-1106	5	2	:	:	PUNCT
sc-1106	5	3	this	this	DET
sc-1106	5	4	paper	paper	NOUN
sc-1106	5	5	presents	present	VERB
sc-1106	5	6	an	an	DET
sc-1106	5	7	in	in	ADP
sc-1106	5	8	-	-	PUNCT
sc-1106	5	9	depth	depth	NOUN
sc-1106	5	10	study	study	NOUN
sc-1106	5	11	of	of	ADP
sc-1106	5	12	the	the	DET
sc-1106	5	13	reasons	reason	NOUN
sc-1106	5	14	that	that	PRON
sc-1106	5	15	lead	lead	VERB
sc-1106	5	16	mobile	mobile	ADJ
sc-1106	5	17	ticketing	ticket	VERB
sc-1106	5	18	customers	customer	NOUN
sc-1106	5	19	to	to	PART
sc-1106	5	20	adopt	adopt	VERB
sc-1106	5	21	or	or	CCONJ
sc-1106	5	22	abandon	abandon	VERB
sc-1106	5	23	this	this	DET
sc-1106	5	24	type	type	NOUN
sc-1106	5	25	of	of	ADP
sc-1106	5	26	service	service	NOUN
sc-1106	5	27	and	and	CCONJ
sc-1106	5	28	establishes	establish	VERB
sc-1106	5	29	a	a	DET
sc-1106	5	30	series	series	NOUN
sc-1106	5	31	of	of	ADP
sc-1106	5	32	strategies	strategy	NOUN
sc-1106	5	33	to	to	PART
sc-1106	5	34	attract	attract	VERB
sc-1106	5	35	and	and	CCONJ
sc-1106	5	36	retain	retain	VERB
sc-1106	5	37	customers	customer	NOUN
sc-1106	5	38	.	.	PUNCT
sc-1106	6	1	methods	method	NOUN
sc-1106	6	2	:	:	PUNCT
sc-1106	6	3	it	it	PRON
sc-1106	6	4	uses	use	VERB
sc-1106	6	5	the	the	DET
sc-1106	6	6	city	city	NOUN
sc-1106	6	7	of	of	ADP
sc-1106	6	8	porto	porto	PROPN
sc-1106	6	9	,	,	PUNCT
sc-1106	6	10	portugal	portugal	PROPN
sc-1106	6	11	,	,	PUNCT
sc-1106	6	12	as	as	ADP
sc-1106	6	13	an	an	DET
sc-1106	6	14	illustrative	illustrative	ADJ
sc-1106	6	15	example	example	NOUN
sc-1106	6	16	,	,	PUNCT
sc-1106	6	17	where	where	SCONJ
sc-1106	6	18	a	a	DET
sc-1106	6	19	mobile	mobile	ADJ
sc-1106	6	20	ticketing	ticketing	NOUN
sc-1106	6	21	solution	solution	NOUN
sc-1106	6	22	,	,	PUNCT
sc-1106	6	23	called	call	VERB
sc-1106	6	24	anda	anda	PROPN
sc-1106	6	25	,	,	PUNCT
sc-1106	6	26	was	be	AUX
sc-1106	6	27	launched	launch	VERB
sc-1106	6	28	.	.	PUNCT
sc-1106	7	1	customer	customer	NOUN
sc-1106	7	2	complaints	complaint	NOUN
sc-1106	7	3	related	relate	VERB
sc-1106	7	4	to	to	ADP
sc-1106	7	5	6	6	NUM
sc-1106	7	6	months	month	NOUN
sc-1106	7	7	of	of	ADP
sc-1106	7	8	using	use	VERB
sc-1106	7	9	anda	anda	PROPN
sc-1106	7	10	were	be	AUX
sc-1106	7	11	analysed	analyse	VERB
sc-1106	7	12	and	and	CCONJ
sc-1106	7	13	usability	usability	NOUN
sc-1106	7	14	tests	test	NOUN
sc-1106	7	15	were	be	AUX
sc-1106	7	16	carried	carry	VERB
sc-1106	7	17	out	out	ADP
sc-1106	7	18	with	with	ADP
sc-1106	7	19	real	real	ADJ
sc-1106	7	20	customers	customer	NOUN
sc-1106	7	21	in	in	ADP
sc-1106	7	22	the	the	DET
sc-1106	7	23	context	context	NOUN
sc-1106	7	24	of	of	ADP
sc-1106	7	25	use	use	NOUN
sc-1106	7	26	.	.	PUNCT
sc-1106	8	1	results	result	NOUN
sc-1106	8	2	:	:	PUNCT
sc-1106	8	3	this	this	DET
sc-1106	8	4	analysis	analysis	NOUN
sc-1106	8	5	allowed	allow	VERB
sc-1106	8	6	to	to	PART
sc-1106	8	7	identify	identify	VERB
sc-1106	8	8	a	a	DET
sc-1106	8	9	series	series	NOUN
sc-1106	8	10	of	of	ADP
sc-1106	8	11	factors	factor	NOUN
sc-1106	8	12	that	that	PRON
sc-1106	8	13	lead	lead	VERB
sc-1106	8	14	people	people	NOUN
sc-1106	8	15	to	to	PART
sc-1106	8	16	adopt	adopt	VERB
sc-1106	8	17	or	or	CCONJ
sc-1106	8	18	abandon	abandon	VERB
sc-1106	8	19	this	this	DET
sc-1106	8	20	type	type	NOUN
sc-1106	8	21	of	of	ADP
sc-1106	8	22	services	service	NOUN
sc-1106	8	23	.	.	PUNCT
sc-1106	9	1	then	then	ADV
sc-1106	9	2	,	,	PUNCT
sc-1106	9	3	a	a	DET
sc-1106	9	4	series	series	NOUN
sc-1106	9	5	of	of	ADP
sc-1106	9	6	strategies	strategy	NOUN
sc-1106	9	7	were	be	AUX
sc-1106	9	8	defined	define	VERB
sc-1106	9	9	and	and	CCONJ
sc-1106	9	10	identified	identify	VERB
sc-1106	9	11	that	that	PRON
sc-1106	9	12	allow	allow	VERB
sc-1106	9	13	to	to	PART
sc-1106	9	14	capture	capture	VERB
sc-1106	9	15	and	and	CCONJ
sc-1106	9	16	retain	retain	VERB
sc-1106	9	17	mobile	mobile	ADJ
sc-1106	9	18	ticketing	ticket	VERB
sc-1106	9	19	customers	customer	NOUN
sc-1106	9	20	during	during	ADP
sc-1106	9	21	the	the	DET
sc-1106	9	22	various	various	ADJ
sc-1106	9	23	stages	stage	NOUN
sc-1106	9	24	of	of	ADP
sc-1106	9	25	the	the	DET
sc-1106	9	26	mobile	mobile	ADJ
sc-1106	9	27	ticketing	ticket	VERB
sc-1106	9	28	lifecycle	lifecycle	NOUN
sc-1106	9	29	:	:	PUNCT
sc-1106	9	30	user	user	NOUN
sc-1106	9	31	onboarding	onboarding	PROPN
sc-1106	9	32	,	,	PUNCT
sc-1106	9	33	user	user	NOUN
sc-1106	9	34	engagement	engagement	NOUN
sc-1106	9	35	,	,	PUNCT
sc-1106	9	36	user	user	NOUN
sc-1106	9	37	retention	retention	NOUN
sc-1106	9	38	and	and	CCONJ
sc-1106	9	39	user	user	NOUN
sc-1106	9	40	reinstall	reinstall	NOUN
sc-1106	9	41	.	.	PUNCT
sc-1106	10	1	for	for	ADP
sc-1106	10	2	each	each	PRON
sc-1106	10	3	of	of	ADP
sc-1106	10	4	the	the	DET
sc-1106	10	5	stages	stage	NOUN
sc-1106	10	6	of	of	ADP
sc-1106	10	7	this	this	DET
sc-1106	10	8	life	life	NOUN
sc-1106	10	9	cycle	cycle	NOUN
sc-1106	10	10	,	,	PUNCT
sc-1106	10	11	the	the	DET
sc-1106	10	12	main	main	ADJ
sc-1106	10	13	concerns	concern	NOUN
sc-1106	10	14	to	to	PART
sc-1106	10	15	be	be	AUX
sc-1106	10	16	considered	consider	VERB
sc-1106	10	17	were	be	AUX
sc-1106	10	18	also	also	ADV
sc-1106	10	19	listed	list	VERB
sc-1106	10	20	,	,	PUNCT
sc-1106	10	21	a	a	DET
sc-1106	10	22	series	series	NOUN
sc-1106	10	23	of	of	ADP
sc-1106	10	24	tactics	tactic	NOUN
sc-1106	10	25	were	be	AUX
sc-1106	10	26	defined	define	VERB
sc-1106	10	27	to	to	PART
sc-1106	10	28	reverse	reverse	VERB
sc-1106	10	29	the	the	DET
sc-1106	10	30	abandonment	abandonment	NOUN
sc-1106	10	31	trend	trend	NOUN
sc-1106	10	32	and	and	CCONJ
sc-1106	10	33	a	a	DET
sc-1106	10	34	series	series	NOUN
sc-1106	10	35	of	of	ADP
sc-1106	10	36	kpis	kpis	PROPN
sc-1106	10	37	were	be	AUX
sc-1106	10	38	specified	specify	VERB
sc-1106	10	39	to	to	PART
sc-1106	10	40	measure	measure	VERB
sc-1106	10	41	the	the	DET
sc-1106	10	42	efficiency	efficiency	NOUN
sc-1106	10	43	of	of	ADP
sc-1106	10	44	the	the	DET
sc-1106	10	45	strategies	strategy	NOUN
sc-1106	10	46	.	.	PUNCT
sc-1106	11	1	conclusion	conclusion	NOUN
sc-1106	11	2	:	:	PUNCT
sc-1106	11	3	this	this	DET
sc-1106	11	4	paper	paper	NOUN
sc-1106	11	5	fills	fill	VERB
sc-1106	11	6	an	an	DET
sc-1106	11	7	important	important	ADJ
sc-1106	11	8	research	research	NOUN
sc-1106	11	9	gap	gap	NOUN
sc-1106	11	10	in	in	ADP
sc-1106	11	11	the	the	DET
sc-1106	11	12	literature	literature	NOUN
sc-1106	11	13	,	,	PUNCT
sc-1106	11	14	being	be	AUX
sc-1106	11	15	very	very	ADV
sc-1106	11	16	useful	useful	ADJ
sc-1106	11	17	in	in	ADP
sc-1106	11	18	shaping	shape	VERB
sc-1106	11	19	future	future	ADJ
sc-1106	11	20	strategies	strategy	NOUN
sc-1106	11	21	for	for	ADP
sc-1106	11	22	successful	successful	ADJ
sc-1106	11	23	mobile	mobile	ADJ
sc-1106	11	24	ticketing	ticket	VERB
sc-1106	11	25	solutions	solution	NOUN
sc-1106	11	26	.	.	PUNCT
sc-1106	12	1	keywords	keyword	NOUN
sc-1106	12	2	:	:	PUNCT
sc-1106	12	3	mobile	mobile	ADJ
sc-1106	12	4	ticketing	ticketing	NOUN
sc-1106	12	5	,	,	PUNCT
sc-1106	12	6	urban	urban	ADJ
sc-1106	12	7	passenger	passenger	NOUN
sc-1106	12	8	transport	transport	NOUN
sc-1106	12	9	,	,	PUNCT
sc-1106	12	10	customer	customer	NOUN
sc-1106	12	11	loyalty	loyalty	NOUN
sc-1106	12	12	,	,	PUNCT
sc-1106	12	13	customer	customer	NOUN
sc-1106	12	14	churn	churn	NOUN
sc-1106	12	15	.	.	PUNCT
sc-1106	13	1	received	receive	VERB
sc-1106	13	2	on	on	ADP
sc-1106	13	3	31	31	NUM
sc-1106	13	4	march	march	NOUN
sc-1106	13	5	2021	2021	NUM
sc-1106	13	6	,	,	PUNCT
sc-1106	13	7	accepted	accept	VERB
sc-1106	13	8	on	on	ADP
sc-1106	13	9	08	08	NUM
sc-1106	13	10	april	april	PROPN
sc-1106	13	11	2021	2021	NUM
sc-1106	13	12	,	,	PUNCT
sc-1106	13	13	published	publish	VERB
sc-1106	13	14	on	on	ADP
sc-1106	13	15	09	09	NUM
sc-1106	13	16	april	april	PROPN
sc-1106	13	17	2021	2021	NUM
sc-1106	13	18	copyright	copyright	NOUN
sc-1106	13	19	©	©	PROPN
sc-1106	13	20	2021	2021	NUM
sc-1106	13	21	marta	marta	PROPN
sc-1106	13	22	campos	campos	PROPN
sc-1106	13	23	ferreira	ferreira	PROPN
sc-1106	13	24	et	et	PROPN
sc-1106	13	25	al	al	PROPN
sc-1106	13	26	.	.	PROPN
sc-1106	13	27	,	,	PUNCT
sc-1106	13	28	licensed	license	VERB
sc-1106	13	29	to	to	ADP
sc-1106	13	30	eai	eai	PROPN
sc-1106	13	31	.	.	PUNCT
sc-1106	14	1	this	this	PRON
sc-1106	14	2	is	be	AUX
sc-1106	14	3	an	an	DET
sc-1106	14	4	open	open	ADJ
sc-1106	14	5	access	access	NOUN
sc-1106	14	6	article	article	NOUN
sc-1106	14	7	distributed	distribute	VERB
sc-1106	14	8	under	under	ADP
sc-1106	14	9	the	the	DET
sc-1106	14	10	terms	term	NOUN
sc-1106	14	11	of	of	ADP
sc-1106	14	12	the	the	DET
sc-1106	14	13	creative	creative	ADJ
sc-1106	14	14	commons	common	NOUN
sc-1106	14	15	attribution	attribution	NOUN
sc-1106	14	16	licence	licence	NOUN
sc-1106	14	17	(	(	PUNCT
sc-1106	14	18	http://creativecommons.org/licenses/by/3.0/	http://creativecommons.org/licenses/by/3.0/	PROPN
sc-1106	14	19	)	)	PUNCT
sc-1106	14	20	,	,	PUNCT
sc-1106	14	21	which	which	PRON
sc-1106	14	22	permits	permit	VERB
sc-1106	14	23	unlimited	unlimited	ADJ
sc-1106	14	24	use	use	NOUN
sc-1106	14	25	,	,	PUNCT
sc-1106	14	26	distribution	distribution	NOUN
sc-1106	14	27	and	and	CCONJ
sc-1106	14	28	reproduction	reproduction	NOUN
sc-1106	14	29	in	in	ADP
sc-1106	14	30	any	any	DET
sc-1106	14	31	medium	medium	NOUN
sc-1106	14	32	so	so	ADV
sc-1106	14	33	long	long	ADV
sc-1106	14	34	as	as	SCONJ
sc-1106	14	35	the	the	DET
sc-1106	14	36	original	original	ADJ
sc-1106	14	37	work	work	NOUN
sc-1106	14	38	is	be	AUX
sc-1106	14	39	properly	properly	ADV
sc-1106	14	40	cited	cite	VERB
sc-1106	14	41	.	.	PUNCT
sc-1106	15	1	doi	doi	NOUN
sc-1106	15	2	:	:	PUNCT
sc-1106	15	3	10.4108	10.4108	NUM
sc-1106	15	4	/	/	SYM
sc-1106	15	5	eai.9	eai.9	VERB
sc-1106	15	6	-	-	PUNCT
sc-1106	15	7	4	4	NUM
sc-1106	15	8	-	-	NUM
sc-1106	15	9	2021.169182	2021.169182	NUM
sc-1106	15	10	1	1	NUM
sc-1106	15	11	.	.	PUNCT
sc-1106	16	1	introduction	introduction	NOUN
sc-1106	16	2	as	as	SCONJ
sc-1106	16	3	the	the	DET
sc-1106	16	4	world	world	NOUN
sc-1106	16	5	becomes	become	VERB
sc-1106	16	6	increasingly	increasingly	ADV
sc-1106	16	7	interconnected	interconnect	VERB
sc-1106	16	8	,	,	PUNCT
sc-1106	16	9	the	the	DET
sc-1106	16	10	adoption	adoption	NOUN
sc-1106	16	11	of	of	ADP
sc-1106	16	12	technology	technology	NOUN
sc-1106	16	13	is	be	AUX
sc-1106	16	14	one	one	NUM
sc-1106	16	15	of	of	ADP
sc-1106	16	16	the	the	DET
sc-1106	16	17	most	most	ADV
sc-1106	16	18	influential	influential	ADJ
sc-1106	16	19	factors	factor	NOUN
sc-1106	16	20	in	in	ADP
sc-1106	16	21	human	human	ADJ
sc-1106	16	22	progress	progress	NOUN
sc-1106	16	23	.	.	PUNCT
sc-1106	17	1	immediate	immediate	ADJ
sc-1106	17	2	access	access	NOUN
sc-1106	17	3	to	to	ADP
sc-1106	17	4	the	the	DET
sc-1106	17	5	internet	internet	NOUN
sc-1106	17	6	or	or	CCONJ
sc-1106	17	7	possession	possession	NOUN
sc-1106	17	8	of	of	ADP
sc-1106	17	9	a	a	DET
sc-1106	17	10	smartphone	smartphone	NOUN
sc-1106	17	11	is	be	AUX
sc-1106	17	12	now	now	ADV
sc-1106	17	13	taken	take	VERB
sc-1106	17	14	for	for	ADP
sc-1106	17	15	granted	grant	VERB
sc-1106	17	16	in	in	ADP
sc-1106	17	17	many	many	ADJ
sc-1106	17	18	advanced	advanced	ADJ
sc-1106	17	19	economies	economy	NOUN
sc-1106	17	20	.	.	PUNCT
sc-1106	18	1	it	it	PRON
sc-1106	18	2	permeates	permeate	VERB
sc-1106	18	3	commerce	commerce	NOUN
sc-1106	18	4	,	,	PUNCT
sc-1106	18	5	social	social	ADJ
sc-1106	18	6	interactions	interaction	NOUN
sc-1106	18	7	,	,	PUNCT
sc-1106	18	8	politics	politic	NOUN
sc-1106	18	9	,	,	PUNCT
sc-1106	18	10	culture	culture	NOUN
sc-1106	18	11	and	and	CCONJ
sc-1106	18	12	everyday	everyday	ADJ
sc-1106	18	13	life	life	NOUN
sc-1106	18	14	[	[	X
sc-1106	18	15	1	1	NUM
sc-1106	18	16	]	]	PUNCT
sc-1106	18	17	.	.	PUNCT
sc-1106	19	1	in	in	ADP
sc-1106	19	2	addition	addition	NOUN
sc-1106	19	3	,	,	PUNCT
sc-1106	19	4	while	while	SCONJ
sc-1106	19	5	high	high	ADJ
sc-1106	19	6	-	-	PUNCT
sc-1106	19	7	income	income	NOUN
sc-1106	19	8	economies	economy	NOUN
sc-1106	19	9	continue	continue	VERB
sc-1106	19	10	to	to	PART
sc-1106	19	11	use	use	VERB
sc-1106	19	12	more	more	ADJ
sc-1106	19	13	*	*	PUNCT
sc-1106	19	14	corresponding	correspond	VERB
sc-1106	19	15	author	author	NOUN
sc-1106	19	16	.	.	PUNCT
sc-1106	20	1	email	email	NOUN
sc-1106	20	2	:	:	PUNCT
sc-1106	20	3	mferreira@fe.up.pt	mferreira@fe.up.pt	NOUN
sc-1106	20	4	internet	internet	NOUN
sc-1106	20	5	and	and	CCONJ
sc-1106	20	6	have	have	VERB
sc-1106	20	7	more	more	ADJ
sc-1106	20	8	high	high	ADJ
sc-1106	20	9	-	-	PUNCT
sc-1106	20	10	tech	tech	NOUN
sc-1106	20	11	devices	device	NOUN
sc-1106	20	12	,	,	PUNCT
sc-1106	20	13	in	in	ADP
sc-1106	20	14	recent	recent	ADJ
sc-1106	20	15	years	year	NOUN
sc-1106	20	16	,	,	PUNCT
sc-1106	20	17	there	there	PRON
sc-1106	20	18	has	have	AUX
sc-1106	20	19	been	be	AUX
sc-1106	20	20	a	a	DET
sc-1106	20	21	tendency	tendency	NOUN
sc-1106	20	22	for	for	SCONJ
sc-1106	20	23	emerging	emerge	VERB
sc-1106	20	24	countries	country	NOUN
sc-1106	20	25	to	to	PART
sc-1106	20	26	follow	follow	VERB
sc-1106	20	27	and	and	CCONJ
sc-1106	20	28	copy	copy	VERB
sc-1106	20	29	these	these	DET
sc-1106	20	30	behaviors	behavior	NOUN
sc-1106	20	31	.	.	PUNCT
sc-1106	21	1	these	these	DET
sc-1106	21	2	patterns	pattern	NOUN
sc-1106	21	3	are	be	AUX
sc-1106	21	4	now	now	ADV
sc-1106	21	5	global	global	ADJ
sc-1106	21	6	,	,	PUNCT
sc-1106	21	7	regardless	regardless	ADV
sc-1106	21	8	of	of	ADP
sc-1106	21	9	how	how	SCONJ
sc-1106	21	10	fast	fast	ADV
sc-1106	21	11	they	they	PRON
sc-1106	21	12	grow	grow	VERB
sc-1106	21	13	in	in	ADP
sc-1106	21	14	each	each	DET
sc-1106	21	15	type	type	NOUN
sc-1106	21	16	of	of	ADP
sc-1106	21	17	economy	economy	NOUN
sc-1106	21	18	.	.	PUNCT
sc-1106	22	1	in	in	ADP
sc-1106	22	2	2018	2018	NUM
sc-1106	22	3	,	,	PUNCT
sc-1106	22	4	more	more	ADJ
sc-1106	22	5	than	than	ADP
sc-1106	22	6	3.5	3.5	NUM
sc-1106	22	7	billion	billion	NUM
sc-1106	22	8	people	people	NOUN
sc-1106	22	9	,	,	PUNCT
sc-1106	22	10	47	47	NUM
sc-1106	22	11	%	%	NOUN
sc-1106	22	12	of	of	ADP
sc-1106	22	13	the	the	DET
sc-1106	22	14	world	world	NOUN
sc-1106	22	15	's	's	PART
sc-1106	22	16	population	population	NOUN
sc-1106	22	17	,	,	PUNCT
sc-1106	22	18	were	be	AUX
sc-1106	22	19	connected	connect	VERB
sc-1106	22	20	to	to	ADP
sc-1106	22	21	the	the	DET
sc-1106	22	22	mobile	mobile	ADJ
sc-1106	22	23	internet	internet	NOUN
sc-1106	23	1	[	[	X
sc-1106	23	2	2	2	NUM
sc-1106	23	3	]	]	PUNCT
sc-1106	23	4	.	.	PUNCT
sc-1106	24	1	internet	internet	NOUN
sc-1106	24	2	access	access	NOUN
sc-1106	24	3	and	and	CCONJ
sc-1106	24	4	innovative	innovative	ADJ
sc-1106	24	5	services	service	NOUN
sc-1106	24	6	facilitate	facilitate	VERB
sc-1106	24	7	access	access	NOUN
sc-1106	24	8	to	to	ADP
sc-1106	24	9	modern	modern	ADJ
sc-1106	24	10	public	public	ADJ
sc-1106	24	11	health	health	NOUN
sc-1106	24	12	services	service	NOUN
sc-1106	24	13	,	,	PUNCT
sc-1106	24	14	free	free	ADJ
sc-1106	24	15	education	education	NOUN
sc-1106	24	16	services	service	NOUN
sc-1106	24	17	and	and	CCONJ
sc-1106	24	18	financial	financial	ADJ
sc-1106	24	19	services	service	NOUN
sc-1106	24	20	,	,	PUNCT
sc-1106	24	21	including	include	VERB
sc-1106	24	22	mobile	mobile	ADJ
sc-1106	24	23	payments	payment	NOUN
sc-1106	24	24	.	.	PUNCT
sc-1106	25	1	thus	thus	ADV
sc-1106	25	2	,	,	PUNCT
sc-1106	25	3	the	the	DET
sc-1106	25	4	mobile	mobile	ADJ
sc-1106	25	5	phone	phone	NOUN
sc-1106	25	6	has	have	AUX
sc-1106	25	7	become	become	VERB
sc-1106	25	8	a	a	DET
sc-1106	25	9	fundamental	fundamental	ADJ
sc-1106	25	10	gateway	gateway	NOUN
sc-1106	25	11	to	to	ADP
sc-1106	25	12	the	the	DET
sc-1106	25	13	digital	digital	ADJ
sc-1106	25	14	economy	economy	NOUN
sc-1106	25	15	.	.	PUNCT
sc-1106	26	1	the	the	DET
sc-1106	26	2	general	general	ADJ
sc-1106	26	3	adoption	adoption	NOUN
sc-1106	26	4	of	of	ADP
sc-1106	26	5	mobile	mobile	ADJ
sc-1106	26	6	devices	device	NOUN
sc-1106	26	7	to	to	PART
sc-1106	26	8	eai	eai	VERB
sc-1106	26	9	endorsed	endorse	VERB
sc-1106	26	10	transactions	transaction	NOUN
sc-1106	26	11	on	on	ADP
sc-1106	26	12	smart	smart	ADJ
sc-1106	26	13	cities	city	NOUN
sc-1106	26	14	research	research	NOUN
sc-1106	26	15	article	article	NOUN
sc-1106	26	16	eai	eai	PROPN
sc-1106	26	17	endorsed	endorse	VERB
sc-1106	26	18	transactions	transaction	NOUN
sc-1106	26	19	on	on	ADP
sc-1106	26	20	smart	smart	ADJ
sc-1106	26	21	cities	city	NOUN
sc-1106	26	22	04	04	NUM
sc-1106	26	23	2021	2021	NUM
sc-1106	26	24	08	08	NUM
sc-1106	26	25	2021	2021	NUM
sc-1106	26	26	|	|	ADV
sc-1106	26	27	volume	volume	NOUN
sc-1106	26	28	5	5	NUM
sc-1106	26	29	|	|	ADV
sc-1106	26	30	issue	issue	VERB
sc-1106	26	31	15	15	NUM
sc-1106	27	1	|	|	ADV
sc-1106	27	2	e5	e5	PROPN
sc-1106	27	3	http://creativecommons.org/licenses/by/3.0/	http://creativecommons.org/licenses/by/3.0/	PROPN
sc-1106	27	4	marta	marta	PROPN
sc-1106	27	5	campos	campos	PROPN
sc-1106	27	6	ferreira	ferreira	PROPN
sc-1106	27	7	,	,	PUNCT
sc-1106	27	8	catarina	catarina	PROPN
sc-1106	27	9	ferreira	ferreira	PROPN
sc-1106	27	10	and	and	CCONJ
sc-1106	27	11	teresa	teresa	PROPN
sc-1106	27	12	galvão	galvão	NOUN
sc-1106	27	13	dias	dias	PROPN
sc-1106	27	14	2	2	NUM
sc-1106	27	15	pay	pay	NOUN
sc-1106	27	16	for	for	ADP
sc-1106	27	17	goods	good	NOUN
sc-1106	27	18	and	and	CCONJ
sc-1106	27	19	services	service	NOUN
sc-1106	27	20	is	be	AUX
sc-1106	27	21	a	a	DET
sc-1106	27	22	widespread	widespread	ADJ
sc-1106	27	23	reality	reality	NOUN
sc-1106	27	24	[	[	X
sc-1106	27	25	3][4][5	3][4][5	NUM
sc-1106	27	26	]	]	X
sc-1106	27	27	.	.	PUNCT
sc-1106	28	1	mobile	mobile	ADJ
sc-1106	28	2	payments	payment	NOUN
sc-1106	28	3	are	be	AUX
sc-1106	28	4	designed	design	VERB
sc-1106	28	5	to	to	PART
sc-1106	28	6	provide	provide	VERB
sc-1106	28	7	users	user	NOUN
sc-1106	28	8	with	with	ADP
sc-1106	28	9	a	a	DET
sc-1106	28	10	secure	secure	ADJ
sc-1106	28	11	,	,	PUNCT
sc-1106	28	12	convenient	convenient	ADJ
sc-1106	28	13	,	,	PUNCT
sc-1106	28	14	consistent	consistent	ADJ
sc-1106	28	15	,	,	PUNCT
sc-1106	28	16	efficient	efficient	ADJ
sc-1106	28	17	and	and	CCONJ
sc-1106	28	18	reliable	reliable	ADJ
sc-1106	28	19	payment	payment	NOUN
sc-1106	28	20	experience	experience	NOUN
sc-1106	28	21	[	[	X
sc-1106	28	22	6	6	NUM
sc-1106	28	23	]	]	PUNCT
sc-1106	28	24	.	.	PUNCT
sc-1106	29	1	however	however	ADV
sc-1106	29	2	,	,	PUNCT
sc-1106	29	3	security	security	NOUN
sc-1106	29	4	and	and	CCONJ
sc-1106	29	5	privacy	privacy	NOUN
sc-1106	29	6	issues	issue	NOUN
sc-1106	29	7	,	,	PUNCT
sc-1106	29	8	as	as	ADV
sc-1106	29	9	well	well	ADV
sc-1106	29	10	as	as	ADP
sc-1106	29	11	the	the	DET
sc-1106	29	12	interaction	interaction	NOUN
sc-1106	29	13	and	and	CCONJ
sc-1106	29	14	reliability	reliability	NOUN
sc-1106	29	15	of	of	ADP
sc-1106	29	16	the	the	DET
sc-1106	29	17	service	service	NOUN
sc-1106	29	18	,	,	PUNCT
sc-1106	29	19	can	can	AUX
sc-1106	29	20	be	be	AUX
sc-1106	29	21	some	some	PRON
sc-1106	29	22	of	of	ADP
sc-1106	29	23	the	the	DET
sc-1106	29	24	concerns	concern	NOUN
sc-1106	29	25	that	that	PRON
sc-1106	29	26	users	user	NOUN
sc-1106	29	27	share	share	VERB
sc-1106	29	28	[	[	X
sc-1106	29	29	7	7	NUM
sc-1106	29	30	]	]	PUNCT
sc-1106	29	31	.	.	PUNCT
sc-1106	30	1	mobile	mobile	ADJ
sc-1106	30	2	payments	payment	NOUN
sc-1106	30	3	can	can	AUX
sc-1106	30	4	be	be	AUX
sc-1106	30	5	applied	apply	VERB
sc-1106	30	6	to	to	ADP
sc-1106	30	7	various	various	ADJ
sc-1106	30	8	sectors	sector	NOUN
sc-1106	30	9	,	,	PUNCT
sc-1106	30	10	such	such	ADJ
sc-1106	30	11	as	as	ADP
sc-1106	30	12	public	public	ADJ
sc-1106	30	13	transport	transport	NOUN
sc-1106	30	14	.	.	PUNCT
sc-1106	31	1	there	there	ADV
sc-1106	31	2	,	,	PUNCT
sc-1106	31	3	mobile	mobile	ADJ
sc-1106	31	4	payment	payment	NOUN
sc-1106	31	5	comprises	comprise	VERB
sc-1106	31	6	prepaid	prepaid	ADJ
sc-1106	31	7	options	option	NOUN
sc-1106	31	8	where	where	SCONJ
sc-1106	31	9	mobile	mobile	ADJ
sc-1106	31	10	phones	phone	NOUN
sc-1106	31	11	act	act	VERB
sc-1106	31	12	as	as	ADP
sc-1106	31	13	a	a	DET
sc-1106	31	14	wallet	wallet	NOUN
sc-1106	31	15	and	and	CCONJ
sc-1106	31	16	ticketing	ticket	VERB
sc-1106	31	17	itself	itself	PRON
sc-1106	31	18	where	where	SCONJ
sc-1106	31	19	passengers	passenger	NOUN
sc-1106	31	20	buy	buy	VERB
sc-1106	31	21	and	and	CCONJ
sc-1106	31	22	authenticate	authenticate	VERB
sc-1106	31	23	tickets	ticket	NOUN
sc-1106	31	24	on	on	ADP
sc-1106	31	25	their	their	PRON
sc-1106	31	26	mobile	mobile	ADJ
sc-1106	31	27	phones	phone	NOUN
sc-1106	31	28	.	.	PUNCT
sc-1106	32	1	the	the	DET
sc-1106	32	2	last	last	ADJ
sc-1106	32	3	resort	resort	NOUN
sc-1106	32	4	is	be	AUX
sc-1106	32	5	only	only	ADV
sc-1106	32	6	possible	possible	ADJ
sc-1106	32	7	due	due	ADP
sc-1106	32	8	to	to	ADP
sc-1106	32	9	a	a	DET
sc-1106	32	10	service	service	NOUN
sc-1106	32	11	based	base	VERB
sc-1106	32	12	on	on	ADP
sc-1106	32	13	emerging	emerge	VERB
sc-1106	32	14	technology	technology	NOUN
sc-1106	32	15	called	call	VERB
sc-1106	32	16	mobile	mobile	ADJ
sc-1106	32	17	ticketing	ticketing	NOUN
sc-1106	32	18	.	.	PUNCT
sc-1106	33	1	as	as	ADP
sc-1106	33	2	with	with	ADP
sc-1106	33	3	mobile	mobile	ADJ
sc-1106	33	4	payment	payment	NOUN
sc-1106	33	5	services	service	NOUN
sc-1106	33	6	,	,	PUNCT
sc-1106	33	7	mobile	mobile	ADJ
sc-1106	33	8	ticketing	ticketing	NOUN
sc-1106	33	9	is	be	AUX
sc-1106	33	10	a	a	DET
sc-1106	33	11	process	process	NOUN
sc-1106	33	12	in	in	ADP
sc-1106	33	13	which	which	PRON
sc-1106	33	14	customers	customer	NOUN
sc-1106	33	15	can	can	AUX
sc-1106	33	16	order	order	VERB
sc-1106	33	17	,	,	PUNCT
sc-1106	33	18	pay	pay	VERB
sc-1106	33	19	,	,	PUNCT
sc-1106	33	20	obtain	obtain	VERB
sc-1106	33	21	and	and	CCONJ
sc-1106	33	22	validate	validate	VERB
sc-1106	33	23	tickets	ticket	NOUN
sc-1106	33	24	only	only	ADV
sc-1106	33	25	on	on	ADP
sc-1106	33	26	mobile	mobile	ADJ
sc-1106	33	27	devices	device	NOUN
sc-1106	33	28	and	and	CCONJ
sc-1106	33	29	without	without	ADP
sc-1106	33	30	requiring	require	VERB
sc-1106	33	31	a	a	DET
sc-1106	33	32	physical	physical	ADJ
sc-1106	33	33	ticket	ticket	NOUN
sc-1106	33	34	.	.	PUNCT
sc-1106	34	1	a	a	DET
sc-1106	34	2	mobile	mobile	ADJ
sc-1106	34	3	ticket	ticket	NOUN
sc-1106	34	4	contains	contain	VERB
sc-1106	34	5	a	a	DET
sc-1106	34	6	single	single	ADJ
sc-1106	34	7	ticket	ticket	NOUN
sc-1106	34	8	check	check	NOUN
sc-1106	34	9	,	,	PUNCT
sc-1106	34	10	varying	vary	VERB
sc-1106	34	11	according	accord	VERB
sc-1106	34	12	to	to	ADP
sc-1106	34	13	the	the	DET
sc-1106	34	14	technology	technology	NOUN
sc-1106	34	15	used	use	VERB
sc-1106	34	16	.	.	PUNCT
sc-1106	35	1	while	while	SCONJ
sc-1106	35	2	some	some	DET
sc-1106	35	3	mobile	mobile	ADJ
sc-1106	35	4	ticketing	ticket	VERB
sc-1106	35	5	systems	system	NOUN
sc-1106	35	6	require	require	VERB
sc-1106	35	7	validation	validation	NOUN
sc-1106	35	8	via	via	ADP
sc-1106	35	9	sms	sms	PROPN
sc-1106	35	10	text	text	NOUN
sc-1106	36	1	[	[	X
sc-1106	36	2	8	8	NUM
sc-1106	36	3	]	]	PUNCT
sc-1106	36	4	,	,	PUNCT
sc-1106	36	5	a	a	DET
sc-1106	36	6	qr	qr	NOUN
sc-1106	36	7	or	or	CCONJ
sc-1106	36	8	barcode	barcode	NOUN
sc-1106	37	1	[	[	X
sc-1106	37	2	9	9	NUM
sc-1106	37	3	]	]	PUNCT
sc-1106	37	4	,	,	PUNCT
sc-1106	37	5	others	other	NOUN
sc-1106	37	6	require	require	VERB
sc-1106	37	7	near	near	ADP
sc-1106	37	8	field	field	NOUN
sc-1106	37	9	communication	communication	NOUN
sc-1106	37	10	(	(	PUNCT
sc-1106	37	11	nfc	nfc	NOUN
sc-1106	37	12	)	)	PUNCT
sc-1106	38	1	[	[	X
sc-1106	38	2	10	10	NUM
sc-1106	38	3	]	]	PUNCT
sc-1106	38	4	.	.	PUNCT
sc-1106	39	1	mobile	mobile	ADJ
sc-1106	39	2	ticketing	ticket	VERB
sc-1106	39	3	services	service	NOUN
sc-1106	39	4	solutions	solution	NOUN
sc-1106	39	5	take	take	VERB
sc-1106	39	6	advantage	advantage	NOUN
sc-1106	39	7	of	of	ADP
sc-1106	39	8	wireless	wireless	ADJ
sc-1106	39	9	communication	communication	NOUN
sc-1106	39	10	and	and	CCONJ
sc-1106	39	11	thus	thus	ADV
sc-1106	39	12	aim	aim	VERB
sc-1106	39	13	to	to	PART
sc-1106	39	14	free	free	VERB
sc-1106	39	15	customers	customer	NOUN
sc-1106	39	16	from	from	ADP
sc-1106	39	17	difficult	difficult	ADJ
sc-1106	39	18	purchasing	purchasing	NOUN
sc-1106	39	19	decisions	decision	NOUN
sc-1106	39	20	,	,	PUNCT
sc-1106	39	21	allowing	allow	VERB
sc-1106	39	22	easier	easy	ADJ
sc-1106	39	23	access	access	NOUN
sc-1106	39	24	to	to	ADP
sc-1106	39	25	other	other	ADJ
sc-1106	39	26	services	service	NOUN
sc-1106	39	27	.	.	PUNCT
sc-1106	40	1	the	the	DET
sc-1106	40	2	convenience	convenience	NOUN
sc-1106	40	3	of	of	ADP
sc-1106	40	4	this	this	DET
sc-1106	40	5	technology	technology	NOUN
sc-1106	40	6	makes	make	VERB
sc-1106	40	7	it	it	PRON
sc-1106	40	8	fully	fully	ADV
sc-1106	40	9	adequate	adequate	ADJ
sc-1106	40	10	to	to	PART
sc-1106	40	11	deal	deal	VERB
sc-1106	40	12	with	with	ADP
sc-1106	40	13	the	the	DET
sc-1106	40	14	problems	problem	NOUN
sc-1106	40	15	of	of	ADP
sc-1106	40	16	urban	urban	ADJ
sc-1106	40	17	congestion	congestion	NOUN
sc-1106	40	18	and	and	CCONJ
sc-1106	40	19	stress	stress	NOUN
sc-1106	40	20	in	in	ADP
sc-1106	40	21	metropolitan	metropolitan	ADJ
sc-1106	40	22	areas	area	NOUN
sc-1106	40	23	.	.	PUNCT
sc-1106	41	1	as	as	SCONJ
sc-1106	41	2	public	public	ADJ
sc-1106	41	3	transport	transport	NOUN
sc-1106	41	4	improves	improve	VERB
sc-1106	41	5	passenger	passenger	NOUN
sc-1106	41	6	mobility	mobility	NOUN
sc-1106	41	7	,	,	PUNCT
sc-1106	41	8	by	by	ADP
sc-1106	41	9	means	mean	NOUN
sc-1106	41	10	that	that	PRON
sc-1106	41	11	are	be	AUX
sc-1106	41	12	safe	safe	ADJ
sc-1106	41	13	and	and	CCONJ
sc-1106	41	14	of	of	ADP
sc-1106	41	15	high	high	ADJ
sc-1106	41	16	quality	quality	NOUN
sc-1106	41	17	,	,	PUNCT
sc-1106	41	18	it	it	PRON
sc-1106	41	19	can	can	AUX
sc-1106	41	20	be	be	AUX
sc-1106	41	21	seen	see	VERB
sc-1106	41	22	as	as	ADP
sc-1106	41	23	the	the	DET
sc-1106	41	24	necessary	necessary	ADJ
sc-1106	41	25	solution	solution	NOUN
sc-1106	41	26	for	for	ADP
sc-1106	41	27	urban	urban	ADJ
sc-1106	41	28	sustainability	sustainability	NOUN
sc-1106	41	29	.	.	PUNCT
sc-1106	42	1	however	however	ADV
sc-1106	42	2	,	,	PUNCT
sc-1106	42	3	the	the	DET
sc-1106	42	4	complexity	complexity	NOUN
sc-1106	42	5	of	of	ADP
sc-1106	42	6	the	the	DET
sc-1106	42	7	transport	transport	NOUN
sc-1106	42	8	networks	network	NOUN
sc-1106	42	9	and	and	CCONJ
sc-1106	42	10	the	the	DET
sc-1106	42	11	lack	lack	NOUN
sc-1106	42	12	of	of	ADP
sc-1106	42	13	continuous	continuous	ADJ
sc-1106	42	14	options	option	NOUN
sc-1106	42	15	reduce	reduce	VERB
sc-1106	42	16	the	the	DET
sc-1106	42	17	attractiveness	attractiveness	NOUN
sc-1106	42	18	of	of	ADP
sc-1106	42	19	the	the	DET
sc-1106	42	20	sector	sector	NOUN
sc-1106	42	21	.	.	PUNCT
sc-1106	43	1	long	long	ADJ
sc-1106	43	2	waiting	waiting	NOUN
sc-1106	43	3	times	time	NOUN
sc-1106	43	4	in	in	ADP
sc-1106	43	5	the	the	DET
sc-1106	43	6	queues	queue	NOUN
sc-1106	43	7	to	to	PART
sc-1106	43	8	purchase	purchase	VERB
sc-1106	43	9	and	and	CCONJ
sc-1106	43	10	validate	validate	VERB
sc-1106	43	11	tickets	ticket	NOUN
sc-1106	43	12	make	make	VERB
sc-1106	43	13	people	people	NOUN
sc-1106	43	14	abandon	abandon	VERB
sc-1106	43	15	this	this	DET
sc-1106	43	16	solution	solution	NOUN
sc-1106	43	17	and	and	CCONJ
sc-1106	43	18	choose	choose	VERB
sc-1106	43	19	to	to	PART
sc-1106	43	20	use	use	VERB
sc-1106	43	21	their	their	PRON
sc-1106	43	22	own	own	ADJ
sc-1106	43	23	vehicle	vehicle	NOUN
sc-1106	43	24	.	.	PUNCT
sc-1106	44	1	mobile	mobile	ADJ
sc-1106	44	2	ticketing	ticketing	NOUN
sc-1106	44	3	in	in	ADP
sc-1106	44	4	the	the	DET
sc-1106	44	5	public	public	ADJ
sc-1106	44	6	transport	transport	NOUN
sc-1106	44	7	sector	sector	NOUN
sc-1106	44	8	can	can	AUX
sc-1106	44	9	offer	offer	VERB
sc-1106	44	10	an	an	DET
sc-1106	44	11	innovative	innovative	ADJ
sc-1106	44	12	,	,	PUNCT
sc-1106	44	13	ubiquitous	ubiquitous	ADJ
sc-1106	44	14	and	and	CCONJ
sc-1106	44	15	engaging	engaging	ADJ
sc-1106	44	16	service	service	NOUN
sc-1106	44	17	[	[	X
sc-1106	44	18	11	11	NUM
sc-1106	44	19	]	]	PUNCT
sc-1106	44	20	.	.	PUNCT
sc-1106	45	1	although	although	SCONJ
sc-1106	45	2	some	some	DET
sc-1106	45	3	cities	city	NOUN
sc-1106	45	4	have	have	AUX
sc-1106	45	5	implemented	implement	VERB
sc-1106	45	6	mobile	mobile	ADJ
sc-1106	45	7	ticketing	ticket	VERB
sc-1106	45	8	solutions	solution	NOUN
sc-1106	45	9	on	on	ADP
sc-1106	45	10	their	their	PRON
sc-1106	45	11	public	public	ADJ
sc-1106	45	12	transport	transport	NOUN
sc-1106	45	13	network	network	NOUN
sc-1106	45	14	,	,	PUNCT
sc-1106	45	15	the	the	DET
sc-1106	45	16	adoption	adoption	NOUN
sc-1106	45	17	of	of	ADP
sc-1106	45	18	such	such	ADJ
sc-1106	45	19	services	service	NOUN
sc-1106	45	20	appears	appear	VERB
sc-1106	45	21	to	to	PART
sc-1106	45	22	have	have	VERB
sc-1106	45	23	limited	limit	VERB
sc-1106	45	24	success	success	NOUN
sc-1106	45	25	[	[	X
sc-1106	45	26	12	12	NUM
sc-1106	45	27	]	]	PUNCT
sc-1106	45	28	.	.	PUNCT
sc-1106	46	1	the	the	DET
sc-1106	46	2	causes	cause	NOUN
sc-1106	46	3	that	that	PRON
sc-1106	46	4	lead	lead	VERB
sc-1106	46	5	to	to	ADP
sc-1106	46	6	such	such	DET
sc-1106	46	7	a	a	DET
sc-1106	46	8	low	low	ADJ
sc-1106	46	9	rate	rate	NOUN
sc-1106	46	10	of	of	ADP
sc-1106	46	11	use	use	NOUN
sc-1106	46	12	of	of	ADP
sc-1106	46	13	the	the	DET
sc-1106	46	14	service	service	NOUN
sc-1106	46	15	are	be	AUX
sc-1106	46	16	unknown	unknown	ADJ
sc-1106	46	17	.	.	PUNCT
sc-1106	47	1	however	however	ADV
sc-1106	47	2	,	,	PUNCT
sc-1106	47	3	researchers	researcher	NOUN
sc-1106	47	4	claim	claim	VERB
sc-1106	47	5	that	that	SCONJ
sc-1106	47	6	churn	churn	NOUN
sc-1106	47	7	factors	factor	NOUN
sc-1106	47	8	are	be	AUX
sc-1106	47	9	somehow	somehow	ADV
sc-1106	47	10	related	relate	VERB
sc-1106	47	11	to	to	ADP
sc-1106	47	12	the	the	DET
sc-1106	47	13	acquisition	acquisition	NOUN
sc-1106	47	14	phase	phase	NOUN
sc-1106	47	15	or	or	CCONJ
sc-1106	47	16	the	the	DET
sc-1106	47	17	user	user	NOUN
sc-1106	47	18	experience	experience	NOUN
sc-1106	47	19	[	[	X
sc-1106	47	20	13	13	NUM
sc-1106	47	21	]	]	PUNCT
sc-1106	47	22	.	.	PUNCT
sc-1106	48	1	others	other	NOUN
sc-1106	48	2	claim	claim	VERB
sc-1106	48	3	that	that	SCONJ
sc-1106	48	4	usage	usage	NOUN
sc-1106	48	5	rates	rate	NOUN
sc-1106	48	6	are	be	AUX
sc-1106	48	7	still	still	ADV
sc-1106	48	8	low	low	ADJ
sc-1106	48	9	because	because	SCONJ
sc-1106	48	10	mobile	mobile	ADJ
sc-1106	48	11	payments	payment	NOUN
sc-1106	48	12	require	require	VERB
sc-1106	48	13	customers	customer	NOUN
sc-1106	48	14	to	to	PART
sc-1106	48	15	change	change	VERB
sc-1106	48	16	their	their	PRON
sc-1106	48	17	behavior	behavior	NOUN
sc-1106	48	18	to	to	PART
sc-1106	48	19	deeply	deeply	ADV
sc-1106	48	20	entrenched	entrenched	ADJ
sc-1106	48	21	payment	payment	NOUN
sc-1106	48	22	habits	habit	NOUN
sc-1106	48	23	[	[	X
sc-1106	48	24	14	14	NUM
sc-1106	48	25	]	]	PUNCT
sc-1106	48	26	.	.	PUNCT
sc-1106	49	1	in	in	ADP
sc-1106	49	2	an	an	DET
sc-1106	49	3	attempt	attempt	NOUN
sc-1106	49	4	to	to	PART
sc-1106	49	5	understand	understand	VERB
sc-1106	49	6	the	the	DET
sc-1106	49	7	phenomenon	phenomenon	NOUN
sc-1106	49	8	,	,	PUNCT
sc-1106	49	9	the	the	DET
sc-1106	49	10	authors	author	NOUN
sc-1106	49	11	[	[	X
sc-1106	49	12	14	14	NUM
sc-1106	49	13	]	]	PUNCT
sc-1106	49	14	studied	study	VERB
sc-1106	49	15	the	the	DET
sc-1106	49	16	failure	failure	NOUN
sc-1106	49	17	of	of	ADP
sc-1106	49	18	three	three	NUM
sc-1106	49	19	cases	case	NOUN
sc-1106	49	20	of	of	ADP
sc-1106	49	21	mobile	mobile	ADJ
sc-1106	49	22	payment	payment	NOUN
sc-1106	49	23	in	in	ADP
sc-1106	49	24	switzerland	switzerland	PROPN
sc-1106	49	25	:	:	PUNCT
sc-1106	49	26	the	the	DET
sc-1106	49	27	m	m	NOUN
sc-1106	49	28	-	-	PUNCT
sc-1106	49	29	maestro	maestro	ADJ
sc-1106	49	30	project	project	NOUN
sc-1106	49	31	,	,	PUNCT
sc-1106	49	32	the	the	DET
sc-1106	49	33	european	european	PROPN
sc-1106	49	34	initiative	initiative	NOUN
sc-1106	49	35	compliant	compliant	ADJ
sc-1106	49	36	with	with	ADP
sc-1106	49	37	visa	visa	NOUN
sc-1106	49	38	,	,	PUNCT
sc-1106	49	39	and	and	CCONJ
sc-1106	49	40	mobile	mobile	ADJ
sc-1106	49	41	payments	payment	NOUN
sc-1106	49	42	by	by	ADP
sc-1106	49	43	postfinance	postfinance	NOUN
sc-1106	49	44	.	.	PUNCT
sc-1106	50	1	postfinance	postfinance	NOUN
sc-1106	50	2	initiative	initiative	NOUN
sc-1106	50	3	,	,	PUNCT
sc-1106	50	4	for	for	ADP
sc-1106	50	5	instance	instance	NOUN
sc-1106	50	6	,	,	PUNCT
sc-1106	50	7	failed	fail	VERB
sc-1106	50	8	to	to	PART
sc-1106	50	9	provide	provide	VERB
sc-1106	50	10	additional	additional	ADJ
sc-1106	50	11	value	value	NOUN
sc-1106	50	12	to	to	ADP
sc-1106	50	13	customers	customer	NOUN
sc-1106	50	14	and	and	CCONJ
sc-1106	50	15	local	local	ADJ
sc-1106	50	16	merchants	merchant	NOUN
sc-1106	50	17	.	.	PUNCT
sc-1106	51	1	they	they	PRON
sc-1106	51	2	faced	face	VERB
sc-1106	51	3	significant	significant	ADJ
sc-1106	51	4	difficulties	difficulty	NOUN
sc-1106	51	5	in	in	ADP
sc-1106	51	6	finding	find	VERB
sc-1106	51	7	a	a	DET
sc-1106	51	8	workable	workable	ADJ
sc-1106	51	9	balance	balance	NOUN
sc-1106	51	10	between	between	ADP
sc-1106	51	11	interoperability	interoperability	NOUN
sc-1106	51	12	and	and	CCONJ
sc-1106	51	13	the	the	DET
sc-1106	51	14	ease	ease	NOUN
sc-1106	51	15	of	of	ADP
sc-1106	51	16	use	use	NOUN
sc-1106	51	17	for	for	ADP
sc-1106	51	18	customers	customer	NOUN
sc-1106	51	19	,	,	PUNCT
sc-1106	51	20	resulting	result	VERB
sc-1106	51	21	in	in	ADP
sc-1106	51	22	a	a	DET
sc-1106	51	23	clumsy	clumsy	ADJ
sc-1106	51	24	solution	solution	NOUN
sc-1106	51	25	that	that	PRON
sc-1106	51	26	suited	suit	VERB
sc-1106	51	27	the	the	DET
sc-1106	51	28	physical	physical	ADJ
sc-1106	51	29	environment	environment	NOUN
sc-1106	51	30	and	and	CCONJ
sc-1106	51	31	the	the	DET
sc-1106	51	32	behaviors	behavior	NOUN
sc-1106	51	33	associated	associate	VERB
sc-1106	51	34	with	with	ADP
sc-1106	51	35	payments	payment	NOUN
sc-1106	51	36	at	at	ADP
sc-1106	51	37	local	local	ADJ
sc-1106	51	38	stores	store	NOUN
sc-1106	51	39	.	.	PUNCT
sc-1106	52	1	at	at	ADP
sc-1106	52	2	the	the	DET
sc-1106	52	3	end	end	NOUN
sc-1106	52	4	of	of	ADP
sc-1106	52	5	the	the	DET
sc-1106	52	6	study	study	NOUN
sc-1106	52	7	,	,	PUNCT
sc-1106	52	8	the	the	DET
sc-1106	52	9	authors	author	NOUN
sc-1106	52	10	acknowledge	acknowledge	VERB
sc-1106	52	11	that	that	SCONJ
sc-1106	52	12	more	more	ADJ
sc-1106	52	13	research	research	NOUN
sc-1106	52	14	is	be	AUX
sc-1106	52	15	needed	need	VERB
sc-1106	52	16	to	to	PART
sc-1106	52	17	formulate	formulate	VERB
sc-1106	52	18	a	a	DET
sc-1106	52	19	more	more	ADV
sc-1106	52	20	complete	complete	ADJ
sc-1106	52	21	structure	structure	NOUN
sc-1106	52	22	,	,	PUNCT
sc-1106	52	23	based	base	VERB
sc-1106	52	24	on	on	ADP
sc-1106	52	25	the	the	DET
sc-1106	52	26	richest	rich	ADJ
sc-1106	52	27	process	process	NOUN
sc-1106	52	28	data	datum	NOUN
sc-1106	52	29	from	from	ADP
sc-1106	52	30	the	the	DET
sc-1106	52	31	mobile	mobile	ADJ
sc-1106	52	32	payment	payment	NOUN
sc-1106	52	33	diffusion	diffusion	NOUN
sc-1106	52	34	trajectories	trajectory	NOUN
sc-1106	52	35	.	.	PUNCT
sc-1106	53	1	on	on	ADP
sc-1106	53	2	the	the	DET
sc-1106	53	3	other	other	ADJ
sc-1106	53	4	hand	hand	NOUN
sc-1106	53	5	,	,	PUNCT
sc-1106	53	6	despite	despite	SCONJ
sc-1106	53	7	recognizing	recognize	VERB
sc-1106	53	8	that	that	SCONJ
sc-1106	53	9	,	,	PUNCT
sc-1106	53	10	despite	despite	SCONJ
sc-1106	53	11	the	the	DET
sc-1106	53	12	growing	grow	VERB
sc-1106	53	13	number	number	NOUN
sc-1106	53	14	of	of	ADP
sc-1106	53	15	mobile	mobile	ADJ
sc-1106	53	16	payment	payment	NOUN
sc-1106	53	17	applications	application	NOUN
sc-1106	53	18	,	,	PUNCT
sc-1106	53	19	very	very	ADV
sc-1106	53	20	few	few	ADJ
sc-1106	53	21	solutions	solution	NOUN
sc-1106	53	22	have	have	AUX
sc-1106	53	23	been	be	AUX
sc-1106	53	24	successful	successful	ADJ
sc-1106	53	25	,	,	PUNCT
sc-1106	53	26	[	[	X
sc-1106	53	27	15	15	NUM
sc-1106	53	28	]	]	PUNCT
sc-1106	53	29	selected	select	VERB
sc-1106	53	30	some	some	PRON
sc-1106	53	31	of	of	ADP
sc-1106	53	32	those	those	DET
sc-1106	53	33	few	few	ADJ
sc-1106	53	34	successful	successful	ADJ
sc-1106	53	35	platforms	platform	NOUN
sc-1106	53	36	to	to	PART
sc-1106	53	37	study	study	VERB
sc-1106	53	38	the	the	DET
sc-1106	53	39	success	success	NOUN
sc-1106	53	40	factors	factor	NOUN
sc-1106	53	41	.	.	PUNCT
sc-1106	54	1	the	the	DET
sc-1106	54	2	authors	author	NOUN
sc-1106	54	3	conclude	conclude	VERB
sc-1106	54	4	that	that	SCONJ
sc-1106	54	5	the	the	DET
sc-1106	54	6	success	success	NOUN
sc-1106	54	7	of	of	ADP
sc-1106	54	8	mobile	mobile	ADJ
sc-1106	54	9	payment	payment	NOUN
sc-1106	54	10	platforms	platform	NOUN
sc-1106	54	11	lies	lie	VERB
sc-1106	54	12	in	in	ADP
sc-1106	54	13	the	the	DET
sc-1106	54	14	platform	platform	NOUN
sc-1106	54	15	’s	’s	PART
sc-1106	54	16	ability	ability	NOUN
sc-1106	54	17	to	to	PART
sc-1106	54	18	balance	balance	VERB
sc-1106	54	19	the	the	DET
sc-1106	54	20	reach	reach	NOUN
sc-1106	54	21	(	(	PUNCT
sc-1106	54	22	number	number	NOUN
sc-1106	54	23	of	of	ADP
sc-1106	54	24	participants	participant	NOUN
sc-1106	54	25	)	)	PUNCT
sc-1106	54	26	and	and	CCONJ
sc-1106	54	27	the	the	DET
sc-1106	54	28	range	range	NOUN
sc-1106	54	29	(	(	PUNCT
sc-1106	54	30	features	feature	NOUN
sc-1106	54	31	and	and	CCONJ
sc-1106	54	32	functionality	functionality	NOUN
sc-1106	54	33	)	)	PUNCT
sc-1106	54	34	of	of	ADP
sc-1106	54	35	the	the	DET
sc-1106	54	36	platform	platform	NOUN
sc-1106	54	37	.	.	PUNCT
sc-1106	55	1	in	in	ADP
sc-1106	55	2	the	the	DET
sc-1106	55	3	city	city	NOUN
sc-1106	55	4	of	of	ADP
sc-1106	55	5	porto	porto	PROPN
sc-1106	55	6	,	,	PUNCT
sc-1106	55	7	portugal	portugal	PROPN
sc-1106	55	8	,	,	PUNCT
sc-1106	55	9	a	a	DET
sc-1106	55	10	mobile	mobile	ADJ
sc-1106	55	11	ticketing	ticketing	NOUN
sc-1106	55	12	application	application	NOUN
sc-1106	55	13	,	,	PUNCT
sc-1106	55	14	called	call	VERB
sc-1106	55	15	anda	anda	PROPN
sc-1106	55	16	was	be	AUX
sc-1106	55	17	deployed	deploy	VERB
sc-1106	55	18	in	in	ADP
sc-1106	55	19	june	june	PROPN
sc-1106	55	20	2018	2018	NUM
sc-1106	56	1	[	[	X
sc-1106	56	2	16	16	NUM
sc-1106	56	3	]	]	PUNCT
sc-1106	56	4	.	.	PUNCT
sc-1106	57	1	an	an	DET
sc-1106	57	2	analysis	analysis	NOUN
sc-1106	57	3	of	of	ADP
sc-1106	57	4	the	the	DET
sc-1106	57	5	level	level	NOUN
sc-1106	57	6	of	of	ADP
sc-1106	57	7	use	use	NOUN
sc-1106	57	8	of	of	ADP
sc-1106	57	9	the	the	DET
sc-1106	57	10	service	service	NOUN
sc-1106	57	11	allowed	allow	VERB
sc-1106	57	12	us	we	PRON
sc-1106	57	13	to	to	PART
sc-1106	57	14	conclude	conclude	VERB
sc-1106	57	15	that	that	SCONJ
sc-1106	57	16	there	there	PRON
sc-1106	57	17	are	be	VERB
sc-1106	57	18	many	many	ADJ
sc-1106	57	19	customers	customer	NOUN
sc-1106	57	20	who	who	PRON
sc-1106	57	21	have	have	AUX
sc-1106	57	22	never	never	ADV
sc-1106	57	23	used	use	VERB
sc-1106	57	24	the	the	DET
sc-1106	57	25	application	application	NOUN
sc-1106	57	26	,	,	PUNCT
sc-1106	57	27	although	although	SCONJ
sc-1106	57	28	they	they	PRON
sc-1106	57	29	have	have	AUX
sc-1106	57	30	downloaded	download	VERB
sc-1106	57	31	it	it	PRON
sc-1106	57	32	,	,	PUNCT
sc-1106	57	33	and	and	CCONJ
sc-1106	57	34	others	other	NOUN
sc-1106	57	35	who	who	PRON
sc-1106	57	36	,	,	PUNCT
sc-1106	57	37	despite	despite	SCONJ
sc-1106	57	38	having	having	AUX
sc-1106	57	39	already	already	ADV
sc-1106	57	40	used	use	VERB
sc-1106	57	41	it	it	PRON
sc-1106	57	42	,	,	PUNCT
sc-1106	57	43	preferred	prefer	VERB
sc-1106	57	44	to	to	PART
sc-1106	57	45	give	give	VERB
sc-1106	57	46	up	up	ADP
sc-1106	57	47	the	the	DET
sc-1106	57	48	application	application	NOUN
sc-1106	57	49	and	and	CCONJ
sc-1106	57	50	continue	continue	VERB
sc-1106	57	51	to	to	PART
sc-1106	57	52	use	use	VERB
sc-1106	57	53	the	the	DET
sc-1106	57	54	traditional	traditional	ADJ
sc-1106	57	55	ticketing	ticket	VERB
sc-1106	57	56	system	system	NOUN
sc-1106	57	57	.	.	PUNCT
sc-1106	58	1	this	this	DET
sc-1106	58	2	reality	reality	NOUN
sc-1106	58	3	occurs	occur	VERB
sc-1106	58	4	with	with	ADP
sc-1106	58	5	a	a	DET
sc-1106	58	6	series	series	NOUN
sc-1106	58	7	of	of	ADP
sc-1106	58	8	similar	similar	ADJ
sc-1106	58	9	mobile	mobile	ADJ
sc-1106	58	10	ticketing	ticketing	NOUN
sc-1106	58	11	applications	application	NOUN
sc-1106	58	12	on	on	ADP
sc-1106	58	13	the	the	DET
sc-1106	58	14	market	market	NOUN
sc-1106	58	15	and	and	CCONJ
sc-1106	58	16	the	the	DET
sc-1106	58	17	literature	literature	NOUN
sc-1106	58	18	fails	fail	VERB
sc-1106	58	19	in	in	ADP
sc-1106	58	20	explaining	explain	VERB
sc-1106	58	21	this	this	DET
sc-1106	58	22	phenomenon	phenomenon	NOUN
sc-1106	58	23	.	.	PUNCT
sc-1106	59	1	therefore	therefore	ADV
sc-1106	59	2	,	,	PUNCT
sc-1106	59	3	this	this	DET
sc-1106	59	4	paper	paper	NOUN
sc-1106	59	5	aims	aim	VERB
sc-1106	59	6	to	to	PART
sc-1106	59	7	identify	identify	VERB
sc-1106	59	8	and	and	CCONJ
sc-1106	59	9	analyze	analyze	VERB
sc-1106	59	10	the	the	DET
sc-1106	59	11	customer	customer	NOUN
sc-1106	59	12	adoption	adoption	NOUN
sc-1106	59	13	and	and	CCONJ
sc-1106	59	14	churn	churn	NOUN
sc-1106	59	15	factors	factor	NOUN
sc-1106	59	16	of	of	ADP
sc-1106	59	17	mobile	mobile	ADJ
sc-1106	59	18	ticketing	ticketing	NOUN
sc-1106	59	19	services	service	NOUN
sc-1106	59	20	and	and	CCONJ
sc-1106	59	21	to	to	PART
sc-1106	59	22	propose	propose	VERB
sc-1106	59	23	strategies	strategy	NOUN
sc-1106	59	24	for	for	ADP
sc-1106	59	25	customer	customer	NOUN
sc-1106	59	26	acquisition	acquisition	NOUN
sc-1106	59	27	and	and	CCONJ
sc-1106	59	28	retention	retention	NOUN
sc-1106	59	29	.	.	PUNCT
sc-1106	60	1	this	this	DET
sc-1106	60	2	work	work	NOUN
sc-1106	60	3	is	be	AUX
sc-1106	60	4	based	base	VERB
sc-1106	60	5	on	on	ADP
sc-1106	60	6	an	an	DET
sc-1106	60	7	in	in	ADP
sc-1106	60	8	-	-	PUNCT
sc-1106	60	9	depth	depth	NOUN
sc-1106	60	10	analysis	analysis	NOUN
sc-1106	60	11	of	of	ADP
sc-1106	60	12	the	the	DET
sc-1106	60	13	case	case	NOUN
sc-1106	60	14	of	of	ADP
sc-1106	60	15	porto	porto	PROPN
sc-1106	60	16	,	,	PUNCT
sc-1106	60	17	portugal	portugal	PROPN
sc-1106	60	18	.	.	PROPN
sc-1106	60	19	half	half	DET
sc-1106	60	20	a	a	DET
sc-1106	60	21	year	year	NOUN
sc-1106	60	22	of	of	ADP
sc-1106	60	23	complaints	complaint	NOUN
sc-1106	60	24	and	and	CCONJ
sc-1106	60	25	usage	usage	NOUN
sc-1106	60	26	data	datum	NOUN
sc-1106	60	27	for	for	ADP
sc-1106	60	28	anda	anda	PROPN
sc-1106	60	29	were	be	AUX
sc-1106	60	30	analyzed	analyze	VERB
sc-1106	60	31	.	.	PUNCT
sc-1106	61	1	these	these	PRON
sc-1106	61	2	are	be	AUX
sc-1106	61	3	data	datum	NOUN
sc-1106	61	4	on	on	ADP
sc-1106	61	5	the	the	DET
sc-1106	61	6	interaction	interaction	NOUN
sc-1106	61	7	between	between	ADP
sc-1106	61	8	users	user	NOUN
sc-1106	61	9	and	and	CCONJ
sc-1106	61	10	customer	customer	NOUN
sc-1106	61	11	support	support	NOUN
sc-1106	61	12	made	make	VERB
sc-1106	61	13	by	by	ADP
sc-1106	61	14	phone	phone	NOUN
sc-1106	61	15	,	,	PUNCT
sc-1106	61	16	email	email	NOUN
sc-1106	61	17	and	and	CCONJ
sc-1106	61	18	social	social	ADJ
sc-1106	61	19	networks	network	NOUN
sc-1106	61	20	in	in	ADP
sc-1106	61	21	addition	addition	NOUN
sc-1106	61	22	to	to	ADP
sc-1106	61	23	data	datum	NOUN
sc-1106	61	24	on	on	ADP
sc-1106	61	25	the	the	DET
sc-1106	61	26	history	history	NOUN
sc-1106	61	27	of	of	ADP
sc-1106	61	28	using	use	VERB
sc-1106	61	29	the	the	DET
sc-1106	61	30	app	app	NOUN
sc-1106	61	31	of	of	ADP
sc-1106	61	32	those	those	PRON
sc-1106	61	33	who	who	PRON
sc-1106	61	34	complain	complain	VERB
sc-1106	61	35	.	.	PUNCT
sc-1106	62	1	additionally	additionally	ADV
sc-1106	62	2	,	,	PUNCT
sc-1106	62	3	usability	usability	NOUN
sc-1106	62	4	tests	test	NOUN
sc-1106	62	5	were	be	AUX
sc-1106	62	6	carried	carry	VERB
sc-1106	62	7	out	out	ADP
sc-1106	62	8	on	on	ADP
sc-1106	62	9	the	the	DET
sc-1106	62	10	anda	anda	PROPN
sc-1106	62	11	application	application	NOUN
sc-1106	62	12	,	,	PUNCT
sc-1106	62	13	with	with	ADP
sc-1106	62	14	real	real	ADJ
sc-1106	62	15	users	user	NOUN
sc-1106	62	16	in	in	ADP
sc-1106	62	17	the	the	DET
sc-1106	62	18	context	context	NOUN
sc-1106	62	19	of	of	ADP
sc-1106	62	20	use	use	NOUN
sc-1106	62	21	.	.	PUNCT
sc-1106	63	1	thus	thus	ADV
sc-1106	63	2	,	,	PUNCT
sc-1106	63	3	it	it	PRON
sc-1106	63	4	is	be	AUX
sc-1106	63	5	possible	possible	ADJ
sc-1106	63	6	to	to	PART
sc-1106	63	7	establish	establish	VERB
sc-1106	63	8	the	the	DET
sc-1106	63	9	causal	causal	ADJ
sc-1106	63	10	relationship	relationship	NOUN
sc-1106	63	11	between	between	ADP
sc-1106	63	12	all	all	DET
sc-1106	63	13	the	the	DET
sc-1106	63	14	extracted	extract	VERB
sc-1106	63	15	data	datum	NOUN
sc-1106	63	16	and	and	CCONJ
sc-1106	63	17	then	then	ADV
sc-1106	63	18	to	to	PART
sc-1106	63	19	identify	identify	VERB
sc-1106	63	20	the	the	DET
sc-1106	63	21	reasons	reason	NOUN
sc-1106	63	22	for	for	ADP
sc-1106	63	23	the	the	DET
sc-1106	63	24	adoption	adoption	NOUN
sc-1106	63	25	and	and	CCONJ
sc-1106	63	26	the	the	DET
sc-1106	63	27	churn	churn	NOUN
sc-1106	63	28	factors	factor	NOUN
sc-1106	63	29	.	.	PUNCT
sc-1106	64	1	based	base	VERB
sc-1106	64	2	on	on	ADP
sc-1106	64	3	this	this	PRON
sc-1106	64	4	,	,	PUNCT
sc-1106	64	5	the	the	DET
sc-1106	64	6	life	life	NOUN
sc-1106	64	7	cycle	cycle	NOUN
sc-1106	64	8	of	of	ADP
sc-1106	64	9	a	a	DET
sc-1106	64	10	mobile	mobile	ADJ
sc-1106	64	11	ticket	ticket	NOUN
sc-1106	64	12	customer	customer	NOUN
sc-1106	64	13	can	can	AUX
sc-1106	64	14	be	be	AUX
sc-1106	64	15	defined	define	VERB
sc-1106	64	16	from	from	ADP
sc-1106	64	17	customer	customer	NOUN
sc-1106	64	18	onboarding	onboarding	NOUN
sc-1106	64	19	to	to	ADP
sc-1106	64	20	customer	customer	NOUN
sc-1106	64	21	acquisition	acquisition	NOUN
sc-1106	64	22	,	,	PUNCT
sc-1106	64	23	customer	customer	NOUN
sc-1106	64	24	retention	retention	NOUN
sc-1106	64	25	and	and	CCONJ
sc-1106	64	26	customer	customer	NOUN
sc-1106	64	27	reengagement	reengagement	NOUN
sc-1106	64	28	.	.	PUNCT
sc-1106	65	1	for	for	ADP
sc-1106	65	2	each	each	PRON
sc-1106	65	3	of	of	ADP
sc-1106	65	4	those	those	DET
sc-1106	65	5	stages	stage	NOUN
sc-1106	65	6	,	,	PUNCT
sc-1106	65	7	the	the	DET
sc-1106	65	8	critical	critical	ADJ
sc-1106	65	9	success	success	NOUN
sc-1106	65	10	factors	factor	NOUN
sc-1106	65	11	are	be	AUX
sc-1106	65	12	identified	identify	VERB
sc-1106	65	13	and	and	CCONJ
sc-1106	65	14	a	a	DET
sc-1106	65	15	set	set	NOUN
sc-1106	65	16	of	of	ADP
sc-1106	65	17	useful	useful	ADJ
sc-1106	65	18	strategies	strategy	NOUN
sc-1106	65	19	is	be	AUX
sc-1106	65	20	set	set	VERB
sc-1106	65	21	to	to	PART
sc-1106	65	22	attract	attract	VERB
sc-1106	65	23	and	and	CCONJ
sc-1106	65	24	delight	delight	ADJ
sc-1106	65	25	customers	customer	NOUN
sc-1106	65	26	.	.	PUNCT
sc-1106	66	1	in	in	ADP
sc-1106	66	2	the	the	DET
sc-1106	66	3	next	next	ADJ
sc-1106	66	4	sections	section	NOUN
sc-1106	66	5	the	the	DET
sc-1106	66	6	paper	paper	NOUN
sc-1106	66	7	methodology	methodology	NOUN
sc-1106	66	8	is	be	AUX
sc-1106	66	9	described	describe	VERB
sc-1106	66	10	,	,	PUNCT
sc-1106	66	11	followed	follow	VERB
sc-1106	66	12	by	by	ADP
sc-1106	66	13	the	the	DET
sc-1106	66	14	results	result	NOUN
sc-1106	66	15	of	of	ADP
sc-1106	66	16	the	the	DET
sc-1106	66	17	analysis	analysis	NOUN
sc-1106	66	18	of	of	ADP
sc-1106	66	19	complaints	complaint	NOUN
sc-1106	66	20	and	and	CCONJ
sc-1106	66	21	user	user	NOUN
sc-1106	66	22	validation	validation	NOUN
sc-1106	66	23	data	datum	NOUN
sc-1106	66	24	.	.	PUNCT
sc-1106	67	1	the	the	DET
sc-1106	67	2	discussion	discussion	NOUN
sc-1106	67	3	of	of	ADP
sc-1106	67	4	the	the	DET
sc-1106	67	5	results	result	NOUN
sc-1106	67	6	is	be	AUX
sc-1106	67	7	presented	present	VERB
sc-1106	67	8	together	together	ADV
sc-1106	67	9	with	with	ADP
sc-1106	67	10	a	a	DET
sc-1106	67	11	proposal	proposal	NOUN
sc-1106	67	12	of	of	ADP
sc-1106	67	13	service	service	NOUN
sc-1106	67	14	improvement	improvement	NOUN
sc-1106	67	15	in	in	ADP
sc-1106	67	16	each	each	PRON
sc-1106	67	17	of	of	ADP
sc-1106	67	18	its	its	PRON
sc-1106	67	19	stages	stage	NOUN
sc-1106	67	20	.	.	PUNCT
sc-1106	68	1	the	the	DET
sc-1106	68	2	final	final	ADJ
sc-1106	68	3	section	section	NOUN
sc-1106	68	4	presents	present	VERB
sc-1106	68	5	the	the	DET
sc-1106	68	6	conclusions	conclusion	NOUN
sc-1106	68	7	.	.	PUNCT
sc-1106	69	1	2	2	X
sc-1106	69	2	.	.	X
sc-1106	69	3	methodology	methodology	NOUN
sc-1106	69	4	this	this	DET
sc-1106	69	5	paper	paper	NOUN
sc-1106	69	6	aims	aim	VERB
sc-1106	69	7	to	to	PART
sc-1106	69	8	identify	identify	VERB
sc-1106	69	9	customer	customer	NOUN
sc-1106	69	10	adoption	adoption	NOUN
sc-1106	69	11	and	and	CCONJ
sc-1106	69	12	churn	churn	NOUN
sc-1106	69	13	factors	factor	NOUN
sc-1106	69	14	of	of	ADP
sc-1106	69	15	mobile	mobile	ADJ
sc-1106	69	16	ticketing	ticketing	NOUN
sc-1106	69	17	services	service	NOUN
sc-1106	69	18	and	and	CCONJ
sc-1106	69	19	define	define	VERB
sc-1106	69	20	customer	customer	NOUN
sc-1106	69	21	capture	capture	NOUN
sc-1106	69	22	and	and	CCONJ
sc-1106	69	23	retention	retention	NOUN
sc-1106	69	24	strategies	strategy	NOUN
sc-1106	69	25	.	.	PUNCT
sc-1106	70	1	it	it	PRON
sc-1106	70	2	uses	use	VERB
sc-1106	70	3	the	the	DET
sc-1106	70	4	city	city	NOUN
sc-1106	70	5	of	of	ADP
sc-1106	70	6	porto	porto	PROPN
sc-1106	70	7	,	,	PUNCT
sc-1106	70	8	portugal	portugal	PROPN
sc-1106	70	9	,	,	PUNCT
sc-1106	70	10	as	as	ADP
sc-1106	70	11	an	an	DET
sc-1106	70	12	illustrative	illustrative	ADJ
sc-1106	70	13	example	example	NOUN
sc-1106	70	14	,	,	PUNCT
sc-1106	70	15	and	and	CCONJ
sc-1106	70	16	follows	follow	VERB
sc-1106	70	17	complementary	complementary	ADJ
sc-1106	70	18	methodological	methodological	ADJ
sc-1106	70	19	approaches	approach	NOUN
sc-1106	70	20	such	such	ADJ
sc-1106	70	21	as	as	ADP
sc-1106	70	22	the	the	DET
sc-1106	70	23	analysis	analysis	NOUN
sc-1106	70	24	of	of	ADP
sc-1106	70	25	complaints	complaint	NOUN
sc-1106	70	26	and	and	CCONJ
sc-1106	70	27	suggestions	suggestion	NOUN
sc-1106	70	28	from	from	ADP
sc-1106	70	29	customers	customer	NOUN
sc-1106	70	30	and	and	CCONJ
sc-1106	70	31	usability	usability	NOUN
sc-1106	70	32	tests	test	NOUN
sc-1106	70	33	to	to	ADP
sc-1106	70	34	the	the	DET
sc-1106	70	35	application	application	NOUN
sc-1106	70	36	of	of	ADP
sc-1106	70	37	mobile	mobile	ADJ
sc-1106	70	38	payments	payment	NOUN
sc-1106	70	39	.	.	PUNCT
sc-1106	71	1	each	each	PRON
sc-1106	71	2	of	of	ADP
sc-1106	71	3	these	these	DET
sc-1106	71	4	approaches	approach	NOUN
sc-1106	71	5	is	be	AUX
sc-1106	71	6	detailed	detail	VERB
sc-1106	71	7	below	below	ADV
sc-1106	71	8	,	,	PUNCT
sc-1106	71	9	after	after	ADP
sc-1106	71	10	a	a	DET
sc-1106	71	11	brief	brief	ADJ
sc-1106	71	12	overview	overview	NOUN
sc-1106	71	13	of	of	ADP
sc-1106	71	14	public	public	ADJ
sc-1106	71	15	transport	transport	NOUN
sc-1106	71	16	in	in	ADP
sc-1106	71	17	the	the	DET
sc-1106	71	18	metropolitan	metropolitan	ADJ
sc-1106	71	19	area	area	NOUN
sc-1106	71	20	of	of	ADP
sc-1106	71	21	porto	porto	PROPN
sc-1106	71	22	eai	eai	PROPN
sc-1106	71	23	endorsed	endorse	VERB
sc-1106	71	24	transactions	transaction	NOUN
sc-1106	71	25	on	on	ADP
sc-1106	71	26	smart	smart	ADJ
sc-1106	71	27	cities	city	NOUN
sc-1106	71	28	04	04	NUM
sc-1106	71	29	2021	2021	NUM
sc-1106	71	30	08	08	NUM
sc-1106	71	31	2021	2021	NUM
sc-1106	71	32	|	|	ADV
sc-1106	71	33	volume	volume	NOUN
sc-1106	71	34	5	5	NUM
sc-1106	71	35	|	|	ADV
sc-1106	71	36	issue	issue	VERB
sc-1106	71	37	15	15	NUM
sc-1106	72	1	|	|	ADV
sc-1106	72	2	e5	e5	INTJ
sc-1106	72	3	towards	towards	ADP
sc-1106	72	4	strategies	strategy	NOUN
sc-1106	72	5	to	to	PART
sc-1106	72	6	capture	capture	VERB
sc-1106	72	7	and	and	CCONJ
sc-1106	72	8	retain	retain	VERB
sc-1106	72	9	mobile	mobile	ADJ
sc-1106	72	10	ticketing	ticket	VERB
sc-1106	72	11	customers	customer	NOUN
sc-1106	72	12	3	3	NUM
sc-1106	72	13	2.1	2.1	NUM
sc-1106	72	14	.	.	PUNCT
sc-1106	73	1	public	public	ADJ
sc-1106	73	2	transport	transport	NOUN
sc-1106	73	3	in	in	ADP
sc-1106	73	4	the	the	DET
sc-1106	73	5	metropolitan	metropolitan	ADJ
sc-1106	73	6	area	area	NOUN
sc-1106	73	7	of	of	ADP
sc-1106	73	8	porto	porto	PROPN
sc-1106	73	9	this	this	PRON
sc-1106	73	10	is	be	AUX
sc-1106	73	11	the	the	DET
sc-1106	73	12	body	body	NOUN
sc-1106	73	13	text	text	NOUN
sc-1106	73	14	with	with	ADP
sc-1106	73	15	no	no	DET
sc-1106	73	16	indent	indent	NOUN
sc-1106	73	17	.	.	PUNCT
sc-1106	74	1	this	this	PRON
sc-1106	74	2	is	be	AUX
sc-1106	74	3	the	the	DET
sc-1106	74	4	body	body	NOUN
sc-1106	74	5	text	text	NOUN
sc-1106	74	6	with	with	ADP
sc-1106	74	7	no	no	DET
sc-1106	74	8	indent	indent	NOUN
sc-1106	74	9	.	.	PUNCT
sc-1106	75	1	this	this	PRON
sc-1106	75	2	is	be	AUX
sc-1106	75	3	the	the	DET
sc-1106	75	4	body	body	NOUN
sc-1106	75	5	text	text	NOUN
sc-1106	75	6	with	with	ADP
sc-1106	75	7	no	no	DET
sc-1106	75	8	indent	indent	NOUN
sc-1106	75	9	.	.	PUNCT
sc-1106	76	1	metropolitan	metropolitan	ADJ
sc-1106	76	2	area	area	NOUN
sc-1106	76	3	of	of	ADP
sc-1106	76	4	porto	porto	PROPN
sc-1106	76	5	(	(	PUNCT
sc-1106	76	6	amp	amp	PROPN
sc-1106	76	7	)	)	PUNCT
sc-1106	76	8	is	be	AUX
sc-1106	76	9	composed	compose	VERB
sc-1106	76	10	of	of	ADP
sc-1106	76	11	seventeen	seventeen	NUM
sc-1106	76	12	municipalities	municipality	NOUN
sc-1106	76	13	in	in	ADP
sc-1106	76	14	an	an	DET
sc-1106	76	15	area	area	NOUN
sc-1106	76	16	of	of	ADP
sc-1106	76	17	2.040	2.040	NUM
sc-1106	76	18	km2	km2	NOUN
sc-1106	76	19	and	and	CCONJ
sc-1106	76	20	has	have	VERB
sc-1106	76	21	a	a	DET
sc-1106	76	22	population	population	NOUN
sc-1106	76	23	of	of	ADP
sc-1106	76	24	about	about	ADV
sc-1106	76	25	1.7	1.7	NUM
sc-1106	76	26	million	million	NUM
sc-1106	76	27	inhabitants	inhabitant	NOUN
sc-1106	76	28	.	.	PUNCT
sc-1106	77	1	the	the	DET
sc-1106	77	2	public	public	ADJ
sc-1106	77	3	transport	transport	NOUN
sc-1106	77	4	system	system	NOUN
sc-1106	77	5	consists	consist	VERB
sc-1106	77	6	of	of	ADP
sc-1106	77	7	three	three	NUM
sc-1106	77	8	subsystems	subsystem	NOUN
sc-1106	77	9	:	:	PUNCT
sc-1106	77	10	buses	bus	NOUN
sc-1106	77	11	,	,	PUNCT
sc-1106	77	12	light	light	ADJ
sc-1106	77	13	subways	subway	NOUN
sc-1106	77	14	and	and	CCONJ
sc-1106	77	15	suburban	suburban	ADJ
sc-1106	77	16	trains	train	NOUN
sc-1106	77	17	.	.	PUNCT
sc-1106	78	1	the	the	DET
sc-1106	78	2	three	three	NUM
sc-1106	78	3	are	be	AUX
sc-1106	78	4	all	all	ADV
sc-1106	78	5	integrated	integrate	VERB
sc-1106	78	6	into	into	ADP
sc-1106	78	7	a	a	DET
sc-1106	78	8	multimodal	multimodal	ADJ
sc-1106	78	9	public	public	ADJ
sc-1106	78	10	transport	transport	NOUN
sc-1106	78	11	ticketing	ticket	VERB
sc-1106	78	12	system	system	NOUN
sc-1106	78	13	,	,	PUNCT
sc-1106	78	14	called	call	VERB
sc-1106	78	15	andante	andante	NOUN
sc-1106	78	16	.	.	PUNCT
sc-1106	79	1	this	this	DET
sc-1106	79	2	system	system	NOUN
sc-1106	79	3	was	be	AUX
sc-1106	79	4	originally	originally	ADV
sc-1106	79	5	designed	design	VERB
sc-1106	79	6	for	for	ADP
sc-1106	79	7	the	the	DET
sc-1106	79	8	use	use	NOUN
sc-1106	79	9	of	of	ADP
sc-1106	79	10	a	a	DET
sc-1106	79	11	smart	smart	ADJ
sc-1106	79	12	card	card	NOUN
sc-1106	79	13	with	with	ADP
sc-1106	79	14	contactless	contactless	NOUN
sc-1106	79	15	rfid	rfid	NOUN
sc-1106	79	16	technology	technology	NOUN
sc-1106	79	17	.	.	PUNCT
sc-1106	80	1	passengers	passenger	NOUN
sc-1106	80	2	can	can	AUX
sc-1106	80	3	load	load	VERB
sc-1106	80	4	the	the	DET
sc-1106	80	5	andante	andante	NOUN
sc-1106	80	6	card	card	NOUN
sc-1106	80	7	with	with	ADP
sc-1106	80	8	occasional	occasional	ADJ
sc-1106	80	9	trips	trip	NOUN
sc-1106	80	10	or	or	CCONJ
sc-1106	80	11	with	with	ADP
sc-1106	80	12	a	a	DET
sc-1106	80	13	monthly	monthly	ADJ
sc-1106	80	14	pass	pass	NOUN
sc-1106	80	15	,	,	PUNCT
sc-1106	80	16	depending	depend	VERB
sc-1106	80	17	on	on	ADP
sc-1106	80	18	the	the	DET
sc-1106	80	19	number	number	NOUN
sc-1106	80	20	of	of	ADP
sc-1106	80	21	trips	trip	NOUN
sc-1106	80	22	they	they	PRON
sc-1106	80	23	intend	intend	VERB
sc-1106	80	24	to	to	PART
sc-1106	80	25	take	take	VERB
sc-1106	80	26	during	during	ADP
sc-1106	80	27	the	the	DET
sc-1106	80	28	month	month	NOUN
sc-1106	80	29	.	.	PUNCT
sc-1106	81	1	it	it	PRON
sc-1106	81	2	is	be	AUX
sc-1106	81	3	an	an	DET
sc-1106	81	4	open	open	ADJ
sc-1106	81	5	system	system	NOUN
sc-1106	81	6	,	,	PUNCT
sc-1106	81	7	in	in	ADP
sc-1106	81	8	which	which	PRON
sc-1106	81	9	the	the	DET
sc-1106	81	10	passenger	passenger	NOUN
sc-1106	81	11	must	must	AUX
sc-1106	81	12	validate	validate	VERB
sc-1106	81	13	the	the	DET
sc-1106	81	14	card	card	NOUN
sc-1106	81	15	at	at	ADP
sc-1106	81	16	the	the	DET
sc-1106	81	17	beginning	beginning	NOUN
sc-1106	81	18	of	of	ADP
sc-1106	81	19	a	a	DET
sc-1106	81	20	trip	trip	NOUN
sc-1106	81	21	and	and	CCONJ
sc-1106	81	22	whenever	whenever	SCONJ
sc-1106	81	23	he	he	PRON
sc-1106	81	24	changes	change	VERB
sc-1106	81	25	vehicles	vehicle	NOUN
sc-1106	81	26	,	,	PUNCT
sc-1106	81	27	touching	touch	VERB
sc-1106	81	28	the	the	DET
sc-1106	81	29	travel	travel	NOUN
sc-1106	81	30	card	card	NOUN
sc-1106	81	31	in	in	ADP
sc-1106	81	32	the	the	DET
sc-1106	81	33	ticket	ticket	NOUN
sc-1106	81	34	reader	reader	NOUN
sc-1106	81	35	.	.	PUNCT
sc-1106	82	1	amp	amp	PROPN
sc-1106	82	2	is	be	AUX
sc-1106	82	3	divided	divide	VERB
sc-1106	82	4	into	into	ADP
sc-1106	82	5	124	124	NUM
sc-1106	82	6	geographic	geographic	ADJ
sc-1106	82	7	travel	travel	NOUN
sc-1106	82	8	zones	zone	NOUN
sc-1106	82	9	and	and	CCONJ
sc-1106	82	10	the	the	DET
sc-1106	82	11	journey	journey	NOUN
sc-1106	82	12	fare	fare	VERB
sc-1106	82	13	depends	depend	VERB
sc-1106	82	14	on	on	ADP
sc-1106	82	15	the	the	DET
sc-1106	82	16	number	number	NOUN
sc-1106	82	17	of	of	ADP
sc-1106	82	18	zones	zone	NOUN
sc-1106	82	19	crossed	cross	VERB
sc-1106	82	20	during	during	ADP
sc-1106	82	21	a	a	DET
sc-1106	82	22	trip	trip	NOUN
sc-1106	82	23	.	.	PUNCT
sc-1106	83	1	the	the	PRON
sc-1106	83	2	greater	great	ADJ
sc-1106	83	3	the	the	DET
sc-1106	83	4	number	number	NOUN
sc-1106	83	5	of	of	ADP
sc-1106	83	6	zones	zone	NOUN
sc-1106	83	7	travelled	travel	VERB
sc-1106	83	8	,	,	PUNCT
sc-1106	83	9	the	the	PRON
sc-1106	83	10	more	more	ADV
sc-1106	83	11	expensive	expensive	ADJ
sc-1106	83	12	the	the	DET
sc-1106	83	13	ticket	ticket	NOUN
sc-1106	83	14	is	be	AUX
sc-1106	83	15	.	.	PUNCT
sc-1106	84	1	andante	andante	PROPN
sc-1106	84	2	is	be	AUX
sc-1106	84	3	also	also	ADV
sc-1106	84	4	a	a	DET
sc-1106	84	5	time	time	NOUN
sc-1106	84	6	-	-	PUNCT
sc-1106	84	7	based	base	VERB
sc-1106	84	8	system	system	NOUN
sc-1106	84	9	because	because	SCONJ
sc-1106	84	10	passengers	passenger	NOUN
sc-1106	84	11	can	can	AUX
sc-1106	84	12	change	change	VERB
sc-1106	84	13	their	their	PRON
sc-1106	84	14	mode	mode	NOUN
sc-1106	84	15	of	of	ADP
sc-1106	84	16	transport	transport	NOUN
sc-1106	84	17	as	as	ADP
sc-1106	84	18	many	many	ADJ
sc-1106	84	19	times	time	NOUN
sc-1106	84	20	as	as	SCONJ
sc-1106	84	21	they	they	PRON
sc-1106	84	22	want	want	VERB
sc-1106	84	23	during	during	ADP
sc-1106	84	24	a	a	DET
sc-1106	84	25	certain	certain	ADJ
sc-1106	84	26	period	period	NOUN
sc-1106	84	27	,	,	PUNCT
sc-1106	84	28	but	but	CCONJ
sc-1106	84	29	when	when	SCONJ
sc-1106	84	30	the	the	DET
sc-1106	84	31	time	time	NOUN
sc-1106	84	32	is	be	AUX
sc-1106	84	33	up	up	ADV
sc-1106	84	34	,	,	PUNCT
sc-1106	84	35	the	the	DET
sc-1106	84	36	ticket	ticket	NOUN
sc-1106	84	37	will	will	AUX
sc-1106	84	38	no	no	ADV
sc-1106	84	39	longer	long	ADV
sc-1106	84	40	be	be	AUX
sc-1106	84	41	useful	useful	ADJ
sc-1106	84	42	.	.	PUNCT
sc-1106	85	1	the	the	DET
sc-1106	85	2	complexity	complexity	NOUN
sc-1106	85	3	of	of	ADP
sc-1106	85	4	the	the	DET
sc-1106	85	5	andante	andante	NOUN
sc-1106	85	6	system	system	NOUN
sc-1106	85	7	makes	make	VERB
sc-1106	85	8	it	it	PRON
sc-1106	85	9	more	more	ADV
sc-1106	85	10	difficult	difficult	ADJ
sc-1106	85	11	for	for	SCONJ
sc-1106	85	12	passengers	passenger	NOUN
sc-1106	85	13	to	to	PART
sc-1106	85	14	become	become	VERB
sc-1106	85	15	familiar	familiar	ADJ
sc-1106	85	16	with	with	ADP
sc-1106	85	17	the	the	DET
sc-1106	85	18	location	location	NOUN
sc-1106	85	19	of	of	ADP
sc-1106	85	20	zone	zone	NOUN
sc-1106	85	21	boundaries	boundary	NOUN
sc-1106	85	22	and	and	CCONJ
sc-1106	85	23	to	to	PART
sc-1106	85	24	understand	understand	VERB
sc-1106	85	25	how	how	SCONJ
sc-1106	85	26	the	the	DET
sc-1106	85	27	crossing	crossing	NOUN
sc-1106	85	28	system	system	NOUN
sc-1106	85	29	works	work	VERB
sc-1106	85	30	and	and	CCONJ
sc-1106	85	31	what	what	DET
sc-1106	85	32	type	type	NOUN
sc-1106	85	33	of	of	ADP
sc-1106	85	34	tickets	ticket	NOUN
sc-1106	85	35	they	they	PRON
sc-1106	85	36	should	should	AUX
sc-1106	85	37	buy	buy	VERB
sc-1106	85	38	for	for	ADP
sc-1106	85	39	a	a	DET
sc-1106	85	40	given	give	VERB
sc-1106	85	41	trip	trip	NOUN
sc-1106	85	42	.	.	PUNCT
sc-1106	86	1	it	it	PRON
sc-1106	86	2	is	be	AUX
sc-1106	86	3	in	in	ADP
sc-1106	86	4	this	this	DET
sc-1106	86	5	context	context	NOUN
sc-1106	86	6	that	that	SCONJ
sc-1106	86	7	the	the	DET
sc-1106	86	8	anda	anda	PROPN
sc-1106	86	9	mobile	mobile	PROPN
sc-1106	86	10	application	application	NOUN
sc-1106	86	11	emerges	emerge	NOUN
sc-1106	86	12	,	,	PUNCT
sc-1106	86	13	whose	whose	DET
sc-1106	86	14	main	main	ADJ
sc-1106	86	15	purpose	purpose	NOUN
sc-1106	86	16	is	be	AUX
sc-1106	86	17	to	to	PART
sc-1106	86	18	facilitate	facilitate	VERB
sc-1106	86	19	access	access	NOUN
sc-1106	86	20	to	to	ADP
sc-1106	86	21	public	public	ADJ
sc-1106	86	22	transport	transport	NOUN
sc-1106	86	23	services	service	NOUN
sc-1106	86	24	.	.	PUNCT
sc-1106	87	1	anda	anda	PROPN
sc-1106	87	2	is	be	AUX
sc-1106	87	3	based	base	VERB
sc-1106	87	4	on	on	ADP
sc-1106	87	5	a	a	DET
sc-1106	87	6	check	check	NOUN
sc-1106	87	7	-	-	PUNCT
sc-1106	87	8	in	in	ADP
sc-1106	87	9	/	/	SYM
sc-1106	87	10	be	be	AUX
sc-1106	87	11	-	-	PUNCT
sc-1106	87	12	out	out	ADP
sc-1106	87	13	scheme	scheme	NOUN
sc-1106	87	14	,	,	PUNCT
sc-1106	87	15	requiring	require	VERB
sc-1106	87	16	an	an	DET
sc-1106	87	17	intentional	intentional	ADJ
sc-1106	87	18	user	user	NOUN
sc-1106	87	19	action	action	NOUN
sc-1106	87	20	when	when	SCONJ
sc-1106	87	21	entering	enter	VERB
sc-1106	87	22	the	the	DET
sc-1106	87	23	vehicle	vehicle	NOUN
sc-1106	87	24	(	(	PUNCT
sc-1106	87	25	tapping	tap	VERB
sc-1106	87	26	the	the	DET
sc-1106	87	27	mobile	mobile	ADJ
sc-1106	87	28	phone	phone	NOUN
sc-1106	87	29	on	on	ADP
sc-1106	87	30	the	the	DET
sc-1106	87	31	ticket	ticket	NOUN
sc-1106	87	32	reader	reader	NOUN
sc-1106	87	33	)	)	PUNCT
sc-1106	87	34	and	and	CCONJ
sc-1106	87	35	the	the	DET
sc-1106	87	36	alight	alight	ADJ
sc-1106	87	37	station	station	NOUN
sc-1106	87	38	is	be	AUX
sc-1106	87	39	automatically	automatically	ADV
sc-1106	87	40	detected	detect	VERB
sc-1106	87	41	by	by	ADP
sc-1106	87	42	the	the	DET
sc-1106	87	43	system	system	NOUN
sc-1106	87	44	,	,	PUNCT
sc-1106	87	45	as	as	ADV
sc-1106	87	46	well	well	ADV
sc-1106	87	47	as	as	ADP
sc-1106	87	48	intermediary	intermediary	ADJ
sc-1106	87	49	stations	station	NOUN
sc-1106	87	50	along	along	ADP
sc-1106	87	51	the	the	DET
sc-1106	87	52	trip	trip	NOUN
sc-1106	87	53	.	.	PUNCT
sc-1106	88	1	the	the	DET
sc-1106	88	2	mobile	mobile	ADJ
sc-1106	88	3	phone	phone	NOUN
sc-1106	88	4	interact	interact	NOUN
sc-1106	88	5	with	with	ADP
sc-1106	88	6	ble	ble	ADJ
sc-1106	88	7	beacons	beacon	NOUN
sc-1106	88	8	installed	instal	VERB
sc-1106	88	9	in	in	ADP
sc-1106	88	10	metro	metro	PROPN
sc-1106	88	11	and	and	CCONJ
sc-1106	88	12	train	train	NOUN
sc-1106	88	13	stations	station	NOUN
sc-1106	88	14	and	and	CCONJ
sc-1106	88	15	inside	inside	ADJ
sc-1106	88	16	buses	bus	NOUN
sc-1106	88	17	,	,	PUNCT
sc-1106	88	18	through	through	ADP
sc-1106	88	19	bluetooth	bluetooth	PROPN
sc-1106	88	20	connection	connection	NOUN
sc-1106	88	21	,	,	PUNCT
sc-1106	88	22	to	to	PART
sc-1106	88	23	locate	locate	VERB
sc-1106	88	24	the	the	DET
sc-1106	88	25	customer	customer	NOUN
sc-1106	88	26	along	along	ADP
sc-1106	88	27	the	the	DET
sc-1106	88	28	transport	transport	NOUN
sc-1106	88	29	network	network	NOUN
sc-1106	88	30	[	[	X
sc-1106	88	31	16	16	NUM
sc-1106	88	32	]	]	PUNCT
sc-1106	88	33	.	.	PUNCT
sc-1106	89	1	the	the	DET
sc-1106	89	2	price	price	NOUN
sc-1106	89	3	to	to	PART
sc-1106	89	4	be	be	AUX
sc-1106	89	5	paid	pay	VERB
sc-1106	89	6	by	by	ADP
sc-1106	89	7	the	the	DET
sc-1106	89	8	customer	customer	NOUN
sc-1106	89	9	is	be	AUX
sc-1106	89	10	calculated	calculate	VERB
sc-1106	89	11	through	through	ADP
sc-1106	89	12	a	a	DET
sc-1106	89	13	fare	fare	ADJ
sc-1106	89	14	optimization	optimization	NOUN
sc-1106	89	15	algorithm	algorithm	NOUN
sc-1106	89	16	,	,	PUNCT
sc-1106	89	17	which	which	PRON
sc-1106	89	18	minimizes	minimize	VERB
sc-1106	89	19	the	the	DET
sc-1106	89	20	cost	cost	NOUN
sc-1106	89	21	for	for	ADP
sc-1106	89	22	the	the	DET
sc-1106	89	23	passenger	passenger	NOUN
sc-1106	89	24	,	,	PUNCT
sc-1106	89	25	freeing	free	VERB
sc-1106	89	26	them	they	PRON
sc-1106	89	27	from	from	ADP
sc-1106	89	28	difficult	difficult	ADJ
sc-1106	89	29	purchasing	purchasing	NOUN
sc-1106	89	30	decisions	decision	NOUN
sc-1106	89	31	[	[	X
sc-1106	89	32	17	17	NUM
sc-1106	89	33	]	]	PUNCT
sc-1106	89	34	.	.	PUNCT
sc-1106	90	1	anda	anda	PROPN
sc-1106	90	2	was	be	AUX
sc-1106	90	3	launched	launch	VERB
sc-1106	90	4	in	in	ADP
sc-1106	90	5	june	june	PROPN
sc-1106	90	6	2018	2018	NUM
sc-1106	90	7	,	,	PUNCT
sc-1106	90	8	having	having	AUX
sc-1106	90	9	been	be	AUX
sc-1106	90	10	widely	widely	ADV
sc-1106	90	11	publicized	publicize	VERB
sc-1106	90	12	in	in	ADP
sc-1106	90	13	the	the	DET
sc-1106	90	14	media	medium	NOUN
sc-1106	90	15	and	and	CCONJ
sc-1106	90	16	accompanied	accompany	VERB
sc-1106	90	17	by	by	ADP
sc-1106	90	18	a	a	DET
sc-1106	90	19	massive	massive	ADJ
sc-1106	90	20	communication	communication	NOUN
sc-1106	90	21	plan	plan	NOUN
sc-1106	90	22	.	.	PUNCT
sc-1106	91	1	the	the	DET
sc-1106	91	2	objective	objective	NOUN
sc-1106	91	3	was	be	AUX
sc-1106	91	4	not	not	PART
sc-1106	91	5	only	only	ADV
sc-1106	91	6	to	to	PART
sc-1106	91	7	disseminate	disseminate	VERB
sc-1106	91	8	the	the	DET
sc-1106	91	9	new	new	ADJ
sc-1106	91	10	service	service	NOUN
sc-1106	91	11	,	,	PUNCT
sc-1106	91	12	but	but	CCONJ
sc-1106	91	13	also	also	ADV
sc-1106	91	14	to	to	PART
sc-1106	91	15	explain	explain	VERB
sc-1106	91	16	how	how	SCONJ
sc-1106	91	17	it	it	PRON
sc-1106	91	18	works	work	VERB
sc-1106	91	19	.	.	PUNCT
sc-1106	92	1	it	it	PRON
sc-1106	92	2	involved	involve	VERB
sc-1106	92	3	news	news	NOUN
sc-1106	92	4	in	in	ADP
sc-1106	92	5	tv	tv	NOUN
sc-1106	92	6	channels	channel	NOUN
sc-1106	92	7	,	,	PUNCT
sc-1106	92	8	newspapers	newspaper	NOUN
sc-1106	92	9	and	and	CCONJ
sc-1106	92	10	social	social	ADJ
sc-1106	92	11	networks	network	NOUN
sc-1106	92	12	,	,	PUNCT
sc-1106	92	13	placing	place	VERB
sc-1106	92	14	outdoors	outdoors	ADV
sc-1106	92	15	and	and	CCONJ
sc-1106	92	16	stands	stand	VERB
sc-1106	92	17	at	at	ADP
sc-1106	92	18	stations	station	NOUN
sc-1106	92	19	,	,	PUNCT
sc-1106	92	20	decorate	decorate	NOUN
sc-1106	92	21	vehicles	vehicle	NOUN
sc-1106	92	22	,	,	PUNCT
sc-1106	92	23	distribute	distribute	VERB
sc-1106	92	24	flyers	flyer	NOUN
sc-1106	92	25	and	and	CCONJ
sc-1106	92	26	informational	informational	ADJ
sc-1106	92	27	leaflets	leaflet	NOUN
sc-1106	92	28	,	,	PUNCT
sc-1106	92	29	and	and	CCONJ
sc-1106	92	30	having	have	VERB
sc-1106	92	31	promoters	promoter	NOUN
sc-1106	92	32	presenting	present	VERB
sc-1106	92	33	the	the	DET
sc-1106	92	34	service	service	NOUN
sc-1106	92	35	and	and	CCONJ
sc-1106	92	36	helping	help	VERB
sc-1106	92	37	customers	customer	NOUN
sc-1106	92	38	.	.	PUNCT
sc-1106	93	1	2.2	2.2	NUM
sc-1106	93	2	.	.	PUNCT
sc-1106	94	1	customer	customer	NOUN
sc-1106	94	2	complaints	complaint	NOUN
sc-1106	94	3	and	and	CCONJ
sc-1106	94	4	suggestions	suggestion	VERB
sc-1106	94	5	analysis	analysis	NOUN
sc-1106	94	6	in	in	ADP
sc-1106	94	7	order	order	NOUN
sc-1106	94	8	to	to	PART
sc-1106	94	9	have	have	AUX
sc-1106	94	10	a	a	DET
sc-1106	94	11	better	well	ADJ
sc-1106	94	12	understanding	understanding	NOUN
sc-1106	94	13	of	of	ADP
sc-1106	94	14	how	how	SCONJ
sc-1106	94	15	to	to	PART
sc-1106	94	16	capture	capture	VERB
sc-1106	94	17	and	and	CCONJ
sc-1106	94	18	retain	retain	VERB
sc-1106	94	19	customers	customer	NOUN
sc-1106	94	20	,	,	PUNCT
sc-1106	94	21	it	it	PRON
sc-1106	94	22	is	be	AUX
sc-1106	94	23	crucial	crucial	ADJ
sc-1106	94	24	to	to	ADP
sc-1106	94	25	first	first	ADJ
sc-1106	94	26	assess	assess	NOUN
sc-1106	94	27	and	and	CCONJ
sc-1106	94	28	then	then	ADV
sc-1106	94	29	become	become	VERB
sc-1106	94	30	fully	fully	ADV
sc-1106	94	31	informed	inform	VERB
sc-1106	94	32	about	about	ADP
sc-1106	94	33	the	the	DET
sc-1106	94	34	behavior	behavior	NOUN
sc-1106	94	35	of	of	ADP
sc-1106	94	36	current	current	ADJ
sc-1106	94	37	users	user	NOUN
sc-1106	94	38	.	.	PUNCT
sc-1106	95	1	by	by	ADP
sc-1106	95	2	identifying	identify	VERB
sc-1106	95	3	usage	usage	NOUN
sc-1106	95	4	patterns	pattern	NOUN
sc-1106	95	5	,	,	PUNCT
sc-1106	95	6	as	as	ADV
sc-1106	95	7	well	well	ADV
sc-1106	95	8	as	as	ADP
sc-1106	95	9	their	their	PRON
sc-1106	95	10	trend	trend	NOUN
sc-1106	95	11	,	,	PUNCT
sc-1106	95	12	it	it	PRON
sc-1106	95	13	is	be	AUX
sc-1106	95	14	easier	easy	ADJ
sc-1106	95	15	to	to	PART
sc-1106	95	16	see	see	VERB
sc-1106	95	17	the	the	DET
sc-1106	95	18	indicators	indicator	NOUN
sc-1106	95	19	of	of	ADP
sc-1106	95	20	customers	customer	NOUN
sc-1106	95	21	who	who	PRON
sc-1106	95	22	are	be	AUX
sc-1106	95	23	about	about	ADJ
sc-1106	95	24	to	to	PART
sc-1106	95	25	churn	churn	VERB
sc-1106	95	26	.	.	PUNCT
sc-1106	96	1	customer	customer	NOUN
sc-1106	96	2	feedback	feedback	NOUN
sc-1106	96	3	is	be	AUX
sc-1106	96	4	a	a	DET
sc-1106	96	5	valuable	valuable	ADJ
sc-1106	96	6	tool	tool	NOUN
sc-1106	96	7	to	to	PART
sc-1106	96	8	understand	understand	VERB
sc-1106	96	9	how	how	SCONJ
sc-1106	96	10	the	the	DET
sc-1106	96	11	service	service	NOUN
sc-1106	96	12	has	have	AUX
sc-1106	96	13	been	be	AUX
sc-1106	96	14	communicated	communicate	VERB
sc-1106	96	15	to	to	PART
sc-1106	96	16	current	current	ADJ
sc-1106	96	17	and	and	CCONJ
sc-1106	96	18	potential	potential	ADJ
sc-1106	96	19	users	user	NOUN
sc-1106	96	20	.	.	PUNCT
sc-1106	97	1	complaints	complaint	NOUN
sc-1106	97	2	analysis	analysis	NOUN
sc-1106	97	3	allows	allow	VERB
sc-1106	97	4	to	to	PART
sc-1106	97	5	understand	understand	VERB
sc-1106	97	6	how	how	SCONJ
sc-1106	97	7	users	user	NOUN
sc-1106	97	8	perceive	perceive	VERB
sc-1106	97	9	the	the	DET
sc-1106	97	10	application	application	NOUN
sc-1106	97	11	and	and	CCONJ
sc-1106	97	12	what	what	PRON
sc-1106	97	13	are	be	AUX
sc-1106	97	14	their	their	PRON
sc-1106	97	15	expectations	expectation	NOUN
sc-1106	97	16	and	and	CCONJ
sc-1106	97	17	needs	need	VERB
sc-1106	97	18	about	about	ADP
sc-1106	97	19	it	it	PRON
sc-1106	97	20	.	.	PUNCT
sc-1106	98	1	this	this	PRON
sc-1106	98	2	makes	make	VERB
sc-1106	98	3	it	it	PRON
sc-1106	98	4	easier	easy	ADJ
sc-1106	98	5	to	to	PART
sc-1106	98	6	recognize	recognize	VERB
sc-1106	98	7	the	the	DET
sc-1106	98	8	vital	vital	ADJ
sc-1106	98	9	areas	area	NOUN
sc-1106	98	10	for	for	ADP
sc-1106	98	11	improving	improve	VERB
sc-1106	98	12	communication	communication	NOUN
sc-1106	98	13	with	with	ADP
sc-1106	98	14	the	the	DET
sc-1106	98	15	customer	customer	NOUN
sc-1106	98	16	and	and	CCONJ
sc-1106	98	17	,	,	PUNCT
sc-1106	98	18	therefore	therefore	ADV
sc-1106	98	19	,	,	PUNCT
sc-1106	98	20	improving	improve	VERB
sc-1106	98	21	the	the	DET
sc-1106	98	22	service	service	NOUN
sc-1106	98	23	as	as	ADV
sc-1106	98	24	well	well	ADV
sc-1106	98	25	.	.	PUNCT
sc-1106	99	1	since	since	SCONJ
sc-1106	99	2	its	its	PRON
sc-1106	99	3	complete	complete	ADJ
sc-1106	99	4	implementation	implementation	NOUN
sc-1106	99	5	,	,	PUNCT
sc-1106	99	6	customers	customer	NOUN
sc-1106	99	7	using	use	VERB
sc-1106	99	8	the	the	DET
sc-1106	99	9	anda	anda	PROPN
sc-1106	99	10	application	application	NOUN
sc-1106	99	11	interact	interact	VERB
sc-1106	99	12	daily	daily	ADV
sc-1106	99	13	with	with	ADP
sc-1106	99	14	the	the	DET
sc-1106	99	15	customer	customer	NOUN
sc-1106	99	16	service	service	NOUN
sc-1106	99	17	,	,	PUNCT
sc-1106	99	18	through	through	ADP
sc-1106	99	19	several	several	ADJ
sc-1106	99	20	channels	channel	NOUN
sc-1106	99	21	,	,	PUNCT
sc-1106	99	22	such	such	ADJ
sc-1106	99	23	as	as	ADP
sc-1106	99	24	telephone	telephone	NOUN
sc-1106	99	25	,	,	PUNCT
sc-1106	99	26	e	e	NOUN
sc-1106	99	27	-	-	NOUN
sc-1106	99	28	mail	mail	NOUN
sc-1106	99	29	,	,	PUNCT
sc-1106	99	30	facebook	facebook	NOUN
sc-1106	99	31	,	,	PUNCT
sc-1106	99	32	google	google	PROPN
sc-1106	99	33	play	play	NOUN
sc-1106	99	34	and	and	CCONJ
sc-1106	99	35	physical	physical	ADJ
sc-1106	99	36	stores	store	NOUN
sc-1106	99	37	.	.	PUNCT
sc-1106	100	1	this	this	DET
sc-1106	100	2	interaction	interaction	NOUN
sc-1106	100	3	can	can	AUX
sc-1106	100	4	serve	serve	VERB
sc-1106	100	5	several	several	ADJ
sc-1106	100	6	purposes	purpose	NOUN
sc-1106	100	7	,	,	PUNCT
sc-1106	100	8	such	such	ADJ
sc-1106	100	9	as	as	ADP
sc-1106	100	10	asking	ask	VERB
sc-1106	100	11	questions	question	NOUN
sc-1106	100	12	,	,	PUNCT
sc-1106	100	13	reporting	report	VERB
sc-1106	100	14	errors	error	NOUN
sc-1106	100	15	,	,	PUNCT
sc-1106	100	16	or	or	CCONJ
sc-1106	100	17	making	make	VERB
sc-1106	100	18	suggestions	suggestion	NOUN
sc-1106	100	19	for	for	ADP
sc-1106	100	20	improvement	improvement	NOUN
sc-1106	100	21	[	[	X
sc-1106	100	22	18	18	NUM
sc-1106	100	23	]	]	PUNCT
sc-1106	100	24	.	.	PUNCT
sc-1106	101	1	the	the	DET
sc-1106	101	2	information	information	NOUN
sc-1106	101	3	from	from	ADP
sc-1106	101	4	the	the	DET
sc-1106	101	5	various	various	ADJ
sc-1106	101	6	channels	channel	NOUN
sc-1106	101	7	is	be	AUX
sc-1106	101	8	collected	collect	VERB
sc-1106	101	9	on	on	ADP
sc-1106	101	10	a	a	DET
sc-1106	101	11	single	single	ADJ
sc-1106	101	12	platform	platform	NOUN
sc-1106	101	13	,	,	PUNCT
sc-1106	101	14	to	to	PART
sc-1106	101	15	be	be	AUX
sc-1106	101	16	further	far	ADV
sc-1106	101	17	processed	process	VERB
sc-1106	101	18	and	and	CCONJ
sc-1106	101	19	analyzed	analyze	VERB
sc-1106	101	20	.	.	PUNCT
sc-1106	102	1	the	the	DET
sc-1106	102	2	object	object	NOUN
sc-1106	102	3	of	of	ADP
sc-1106	102	4	this	this	DET
sc-1106	102	5	study	study	NOUN
sc-1106	102	6	is	be	AUX
sc-1106	102	7	the	the	DET
sc-1106	102	8	complaints	complaint	NOUN
sc-1106	102	9	received	receive	VERB
sc-1106	102	10	by	by	ADP
sc-1106	102	11	the	the	DET
sc-1106	102	12	intermodal	intermodal	ADJ
sc-1106	102	13	transports	transport	NOUN
sc-1106	102	14	of	of	ADP
sc-1106	102	15	porto	porto	PROPN
sc-1106	102	16	(	(	PUNCT
sc-1106	102	17	tip	tip	NOUN
sc-1106	102	18	)	)	PUNCT
sc-1106	102	19	during	during	ADP
sc-1106	102	20	6	6	NUM
sc-1106	102	21	months	month	NOUN
sc-1106	102	22	of	of	ADP
sc-1106	102	23	using	use	VERB
sc-1106	102	24	anda	anda	PROPN
sc-1106	102	25	from	from	ADP
sc-1106	102	26	september	september	PROPN
sc-1106	102	27	2019	2019	NUM
sc-1106	102	28	to	to	ADP
sc-1106	102	29	february	february	PROPN
sc-1106	102	30	2020	2020	NUM
sc-1106	102	31	.	.	PUNCT
sc-1106	103	1	the	the	DET
sc-1106	103	2	choice	choice	NOUN
sc-1106	103	3	of	of	ADP
sc-1106	103	4	this	this	DET
sc-1106	103	5	time	time	NOUN
sc-1106	103	6	interval	interval	NOUN
sc-1106	103	7	is	be	AUX
sc-1106	103	8	related	relate	VERB
sc-1106	103	9	to	to	ADP
sc-1106	103	10	the	the	DET
sc-1106	103	11	fact	fact	NOUN
sc-1106	103	12	that	that	SCONJ
sc-1106	103	13	it	it	PRON
sc-1106	103	14	is	be	AUX
sc-1106	103	15	a	a	DET
sc-1106	103	16	normal	normal	ADJ
sc-1106	103	17	period	period	NOUN
sc-1106	103	18	of	of	ADP
sc-1106	103	19	use	use	NOUN
sc-1106	103	20	,	,	PUNCT
sc-1106	103	21	only	only	ADV
sc-1106	103	22	with	with	ADP
sc-1106	103	23	regular	regular	ADJ
sc-1106	103	24	updates	update	NOUN
sc-1106	103	25	of	of	ADP
sc-1106	103	26	the	the	DET
sc-1106	103	27	application	application	NOUN
sc-1106	103	28	,	,	PUNCT
sc-1106	103	29	but	but	CCONJ
sc-1106	103	30	without	without	ADP
sc-1106	103	31	major	major	ADJ
sc-1106	103	32	changes	change	NOUN
sc-1106	103	33	that	that	PRON
sc-1106	103	34	would	would	AUX
sc-1106	103	35	imply	imply	VERB
sc-1106	103	36	a	a	DET
sc-1106	103	37	greater	great	ADJ
sc-1106	103	38	influx	influx	NOUN
sc-1106	103	39	of	of	ADP
sc-1106	103	40	complaints	complaint	NOUN
sc-1106	103	41	.	.	PUNCT
sc-1106	104	1	the	the	DET
sc-1106	104	2	analysis	analysis	NOUN
sc-1106	104	3	included	include	VERB
sc-1106	104	4	three	three	NUM
sc-1106	104	5	main	main	ADJ
sc-1106	104	6	aspects	aspect	NOUN
sc-1106	104	7	:	:	PUNCT
sc-1106	104	8	complaints	complaint	NOUN
sc-1106	104	9	,	,	PUNCT
sc-1106	104	10	complainants	complainant	NOUN
sc-1106	104	11	and	and	CCONJ
sc-1106	104	12	the	the	DET
sc-1106	104	13	effects	effect	NOUN
sc-1106	104	14	of	of	ADP
sc-1106	104	15	complaints	complaint	NOUN
sc-1106	104	16	on	on	ADP
sc-1106	104	17	the	the	DET
sc-1106	104	18	use	use	NOUN
sc-1106	104	19	of	of	ADP
sc-1106	104	20	anda	anda	PROPN
sc-1106	104	21	.	.	PUNCT
sc-1106	105	1	firstly	firstly	ADV
sc-1106	105	2	,	,	PUNCT
sc-1106	105	3	the	the	DET
sc-1106	105	4	data	datum	NOUN
sc-1106	105	5	on	on	ADP
sc-1106	105	6	complaints	complaint	NOUN
sc-1106	105	7	includes	include	VERB
sc-1106	105	8	the	the	DET
sc-1106	105	9	date	date	NOUN
sc-1106	105	10	on	on	ADP
sc-1106	105	11	which	which	PRON
sc-1106	105	12	the	the	DET
sc-1106	105	13	statements	statement	NOUN
sc-1106	105	14	were	be	AUX
sc-1106	105	15	made	make	VERB
sc-1106	105	16	,	,	PUNCT
sc-1106	105	17	the	the	DET
sc-1106	105	18	reasons	reason	NOUN
sc-1106	105	19	for	for	ADP
sc-1106	105	20	which	which	PRON
sc-1106	105	21	they	they	PRON
sc-1106	105	22	were	be	AUX
sc-1106	105	23	made	make	VERB
sc-1106	105	24	,	,	PUNCT
sc-1106	105	25	the	the	DET
sc-1106	105	26	responsible	responsible	ADJ
sc-1106	105	27	carriers	carrier	NOUN
sc-1106	105	28	and	and	CCONJ
sc-1106	105	29	the	the	DET
sc-1106	105	30	means	mean	NOUN
sc-1106	105	31	of	of	ADP
sc-1106	105	32	communication	communication	NOUN
sc-1106	105	33	through	through	ADP
sc-1106	105	34	which	which	PRON
sc-1106	105	35	they	they	PRON
sc-1106	105	36	were	be	AUX
sc-1106	105	37	made	make	VERB
sc-1106	105	38	.	.	PUNCT
sc-1106	106	1	second	second	ADJ
sc-1106	106	2	,	,	PUNCT
sc-1106	106	3	with	with	ADP
sc-1106	106	4	regard	regard	NOUN
sc-1106	106	5	to	to	ADP
sc-1106	106	6	claimants	claimant	NOUN
sc-1106	106	7	,	,	PUNCT
sc-1106	106	8	information	information	NOUN
sc-1106	106	9	is	be	AUX
sc-1106	106	10	collected	collect	VERB
sc-1106	106	11	about	about	ADP
sc-1106	106	12	their	their	PRON
sc-1106	106	13	social	social	ADJ
sc-1106	106	14	profile	profile	NOUN
sc-1106	106	15	whether	whether	SCONJ
sc-1106	106	16	they	they	PRON
sc-1106	106	17	belong	belong	VERB
sc-1106	106	18	to	to	ADP
sc-1106	106	19	a	a	DET
sc-1106	106	20	certain	certain	ADJ
sc-1106	106	21	age	age	NOUN
sc-1106	106	22	group	group	NOUN
sc-1106	106	23	or	or	CCONJ
sc-1106	106	24	benefit	benefit	NOUN
sc-1106	106	25	from	from	ADP
sc-1106	106	26	help	help	NOUN
sc-1106	106	27	due	due	ADP
sc-1106	106	28	to	to	ADP
sc-1106	106	29	their	their	PRON
sc-1106	106	30	social	social	ADJ
sc-1106	106	31	status	status	NOUN
sc-1106	106	32	and	and	CCONJ
sc-1106	106	33	the	the	DET
sc-1106	106	34	type	type	NOUN
sc-1106	106	35	of	of	ADP
sc-1106	106	36	ticket	ticket	NOUN
sc-1106	106	37	they	they	PRON
sc-1106	106	38	use	use	VERB
sc-1106	106	39	most	most	ADJ
sc-1106	106	40	.	.	PUNCT
sc-1106	107	1	information	information	NOUN
sc-1106	107	2	was	be	AUX
sc-1106	107	3	also	also	ADV
sc-1106	107	4	collected	collect	VERB
sc-1106	107	5	on	on	ADP
sc-1106	107	6	the	the	DET
sc-1106	107	7	distribution	distribution	NOUN
sc-1106	107	8	of	of	ADP
sc-1106	107	9	claimants	claimant	NOUN
sc-1106	107	10	in	in	ADP
sc-1106	107	11	the	the	DET
sc-1106	107	12	different	different	ADJ
sc-1106	107	13	months	month	NOUN
sc-1106	107	14	.	.	PUNCT
sc-1106	108	1	finally	finally	ADV
sc-1106	108	2	,	,	PUNCT
sc-1106	108	3	to	to	PART
sc-1106	108	4	assess	assess	VERB
sc-1106	108	5	the	the	DET
sc-1106	108	6	impact	impact	NOUN
sc-1106	108	7	of	of	ADP
sc-1106	108	8	complaints	complaint	NOUN
sc-1106	108	9	on	on	ADP
sc-1106	108	10	usage	usage	NOUN
sc-1106	108	11	,	,	PUNCT
sc-1106	108	12	the	the	DET
sc-1106	108	13	application	application	NOUN
sc-1106	108	14	's	's	PART
sc-1106	108	15	validation	validation	NOUN
sc-1106	108	16	history	history	NOUN
sc-1106	108	17	data	datum	NOUN
sc-1106	108	18	is	be	AUX
sc-1106	108	19	considered	consider	VERB
sc-1106	108	20	.	.	PUNCT
sc-1106	109	1	to	to	PART
sc-1106	109	2	perform	perform	VERB
sc-1106	109	3	a	a	DET
sc-1106	109	4	descriptive	descriptive	ADJ
sc-1106	109	5	analysis	analysis	NOUN
sc-1106	109	6	of	of	ADP
sc-1106	109	7	the	the	DET
sc-1106	109	8	data	datum	NOUN
sc-1106	109	9	gathered	gather	VERB
sc-1106	109	10	,	,	PUNCT
sc-1106	109	11	ms	ms	PROPN
sc-1106	109	12	excel	excel	PROPN
sc-1106	109	13	and	and	CCONJ
sc-1106	109	14	rapid	rapid	ADJ
sc-1106	109	15	miner	miner	NOUN
sc-1106	109	16	software	software	NOUN
sc-1106	109	17	were	be	AUX
sc-1106	109	18	used	use	VERB
sc-1106	109	19	.	.	PUNCT
sc-1106	110	1	2.3	2.3	NUM
sc-1106	110	2	.	.	PUNCT
sc-1106	111	1	usability	usability	NOUN
sc-1106	111	2	testing	testing	NOUN
sc-1106	111	3	usability	usability	NOUN
sc-1106	111	4	testing	testing	NOUN
sc-1106	111	5	is	be	AUX
sc-1106	111	6	a	a	DET
sc-1106	111	7	tool	tool	NOUN
sc-1106	111	8	designed	design	VERB
sc-1106	111	9	to	to	PART
sc-1106	111	10	determine	determine	VERB
sc-1106	111	11	the	the	DET
sc-1106	111	12	extent	extent	NOUN
sc-1106	111	13	to	to	PART
sc-1106	111	14	which	which	PRON
sc-1106	111	15	an	an	DET
sc-1106	111	16	interface	interface	NOUN
sc-1106	111	17	facilitates	facilitate	VERB
sc-1106	111	18	a	a	DET
sc-1106	111	19	user	user	NOUN
sc-1106	111	20	's	's	PART
sc-1106	111	21	ability	ability	NOUN
sc-1106	111	22	to	to	PART
sc-1106	111	23	complete	complete	VERB
sc-1106	111	24	routine	routine	ADJ
sc-1106	111	25	tasks	task	NOUN
sc-1106	111	26	[	[	X
sc-1106	111	27	19	19	NUM
sc-1106	111	28	]	]	PUNCT
sc-1106	111	29	.	.	PUNCT
sc-1106	112	1	n	n	CCONJ
sc-1106	112	2	this	this	DET
sc-1106	112	3	case	case	NOUN
sc-1106	112	4	,	,	PUNCT
sc-1106	112	5	the	the	DET
sc-1106	112	6	main	main	ADJ
sc-1106	112	7	objective	objective	NOUN
sc-1106	112	8	was	be	AUX
sc-1106	112	9	to	to	PART
sc-1106	112	10	understand	understand	VERB
sc-1106	112	11	how	how	SCONJ
sc-1106	112	12	intuitive	intuitive	ADJ
sc-1106	112	13	the	the	DET
sc-1106	112	14	application	application	NOUN
sc-1106	112	15	is	be	AUX
sc-1106	112	16	for	for	ADP
sc-1106	112	17	new	new	ADJ
sc-1106	112	18	users	user	NOUN
sc-1106	112	19	who	who	PRON
sc-1106	112	20	have	have	AUX
sc-1106	112	21	never	never	ADV
sc-1106	112	22	had	have	VERB
sc-1106	112	23	contact	contact	NOUN
sc-1106	112	24	with	with	ADP
sc-1106	112	25	it	it	PRON
sc-1106	112	26	and	and	CCONJ
sc-1106	112	27	,	,	PUNCT
sc-1106	112	28	at	at	ADP
sc-1106	112	29	the	the	DET
sc-1106	112	30	same	same	ADJ
sc-1106	112	31	time	time	NOUN
sc-1106	112	32	,	,	PUNCT
sc-1106	112	33	to	to	PART
sc-1106	112	34	identify	identify	VERB
sc-1106	112	35	problems	problem	NOUN
sc-1106	112	36	in	in	ADP
sc-1106	112	37	the	the	DET
sc-1106	112	38	daily	daily	ADJ
sc-1106	112	39	interaction	interaction	NOUN
sc-1106	112	40	of	of	ADP
sc-1106	112	41	regular	regular	ADJ
sc-1106	112	42	users	user	NOUN
sc-1106	112	43	.	.	PUNCT
sc-1106	113	1	the	the	DET
sc-1106	113	2	test	test	NOUN
sc-1106	113	3	results	result	NOUN
sc-1106	113	4	were	be	AUX
sc-1106	113	5	expected	expect	VERB
sc-1106	113	6	to	to	PART
sc-1106	113	7	generate	generate	VERB
sc-1106	113	8	relevant	relevant	ADJ
sc-1106	113	9	and	and	CCONJ
sc-1106	113	10	valuable	valuable	ADJ
sc-1106	113	11	suggestions	suggestion	NOUN
sc-1106	113	12	to	to	PART
sc-1106	113	13	make	make	VERB
sc-1106	113	14	the	the	DET
sc-1106	113	15	app	app	NOUN
sc-1106	113	16	clearer	clear	ADJ
sc-1106	113	17	and	and	CCONJ
sc-1106	113	18	accessible	accessible	ADJ
sc-1106	113	19	to	to	ADP
sc-1106	113	20	everyone	everyone	PRON
sc-1106	113	21	using	use	VERB
sc-1106	113	22	public	public	ADJ
sc-1106	113	23	transport	transport	NOUN
sc-1106	113	24	.	.	PUNCT
sc-1106	114	1	it	it	PRON
sc-1106	114	2	was	be	AUX
sc-1106	114	3	also	also	ADV
sc-1106	114	4	expected	expect	VERB
sc-1106	114	5	that	that	SCONJ
sc-1106	114	6	the	the	DET
sc-1106	114	7	test	test	NOUN
sc-1106	114	8	would	would	AUX
sc-1106	114	9	result	result	VERB
sc-1106	114	10	in	in	ADP
sc-1106	114	11	a	a	DET
sc-1106	114	12	list	list	NOUN
sc-1106	114	13	of	of	ADP
sc-1106	114	14	usability	usability	NOUN
sc-1106	114	15	problems	problem	NOUN
sc-1106	114	16	that	that	PRON
sc-1106	114	17	lead	lead	VERB
sc-1106	114	18	consumers	consumer	NOUN
sc-1106	114	19	to	to	PART
sc-1106	114	20	abandon	abandon	VERB
sc-1106	114	21	this	this	DET
sc-1106	114	22	type	type	NOUN
sc-1106	114	23	of	of	ADP
sc-1106	114	24	service	service	NOUN
sc-1106	114	25	.	.	PUNCT
sc-1106	115	1	eai	eai	PROPN
sc-1106	115	2	endorsed	endorse	VERB
sc-1106	115	3	transactions	transaction	NOUN
sc-1106	115	4	on	on	ADP
sc-1106	115	5	smart	smart	ADJ
sc-1106	115	6	cities	city	NOUN
sc-1106	115	7	04	04	NUM
sc-1106	115	8	2021	2021	NUM
sc-1106	115	9	08	08	NUM
sc-1106	115	10	2021	2021	NUM
sc-1106	115	11	|	|	ADV
sc-1106	115	12	volume	volume	NOUN
sc-1106	115	13	5	5	NUM
sc-1106	115	14	|	|	ADV
sc-1106	115	15	issue	issue	VERB
sc-1106	115	16	15	15	NUM
sc-1106	116	1	|	|	ADV
sc-1106	116	2	e5	e5	PROPN
sc-1106	116	3	marta	marta	PROPN
sc-1106	116	4	campos	campos	PROPN
sc-1106	116	5	ferreira	ferreira	PROPN
sc-1106	116	6	,	,	PUNCT
sc-1106	116	7	catarina	catarina	PROPN
sc-1106	116	8	ferreira	ferreira	PROPN
sc-1106	116	9	and	and	CCONJ
sc-1106	116	10	teresa	teresa	PROPN
sc-1106	116	11	galvão	galvão	NOUN
sc-1106	116	12	dias	dias	PROPN
sc-1106	116	13	4	4	NUM
sc-1106	116	14	the	the	DET
sc-1106	116	15	anda	anda	PROPN
sc-1106	116	16	usability	usability	NOUN
sc-1106	116	17	tests	test	NOUN
sc-1106	116	18	were	be	AUX
sc-1106	116	19	carried	carry	VERB
sc-1106	116	20	out	out	ADP
sc-1106	116	21	with	with	ADP
sc-1106	116	22	eight	eight	NUM
sc-1106	116	23	participants	participant	NOUN
sc-1106	116	24	(	(	PUNCT
sc-1106	116	25	according	accord	VERB
sc-1106	116	26	to	to	ADP
sc-1106	116	27	[	[	X
sc-1106	116	28	20	20	NUM
sc-1106	116	29	]	]	PUNCT
sc-1106	116	30	,	,	PUNCT
sc-1106	116	31	between	between	SCONJ
sc-1106	116	32	5	5	NUM
sc-1106	116	33	and	and	CCONJ
sc-1106	116	34	8	8	NUM
sc-1106	116	35	users	user	NOUN
sc-1106	116	36	are	be	AUX
sc-1106	116	37	sufficient	sufficient	ADJ
sc-1106	116	38	to	to	PART
sc-1106	116	39	achieve	achieve	VERB
sc-1106	116	40	meaningful	meaningful	ADJ
sc-1106	116	41	results	result	NOUN
sc-1106	116	42	)	)	PUNCT
sc-1106	116	43	.	.	PUNCT
sc-1106	117	1	of	of	ADP
sc-1106	117	2	the	the	DET
sc-1106	117	3	chosen	choose	VERB
sc-1106	117	4	customers	customer	NOUN
sc-1106	117	5	,	,	PUNCT
sc-1106	117	6	four	four	NUM
sc-1106	117	7	were	be	AUX
sc-1106	117	8	regular	regular	ADJ
sc-1106	117	9	users	user	NOUN
sc-1106	117	10	of	of	ADP
sc-1106	117	11	anda	anda	PROPN
sc-1106	117	12	for	for	ADP
sc-1106	117	13	over	over	ADP
sc-1106	117	14	a	a	PRON
sc-1106	117	15	year	year	NOUN
sc-1106	117	16	and	and	CCONJ
sc-1106	117	17	four	four	NUM
sc-1106	117	18	were	be	AUX
sc-1106	117	19	people	people	NOUN
sc-1106	117	20	who	who	PRON
sc-1106	117	21	had	have	AUX
sc-1106	117	22	never	never	ADV
sc-1106	117	23	contacted	contact	VERB
sc-1106	117	24	the	the	DET
sc-1106	117	25	application	application	NOUN
sc-1106	117	26	.	.	PUNCT
sc-1106	118	1	of	of	ADP
sc-1106	118	2	the	the	DET
sc-1106	118	3	regular	regular	ADJ
sc-1106	118	4	users	user	NOUN
sc-1106	118	5	,	,	PUNCT
sc-1106	118	6	two	two	NUM
sc-1106	118	7	people	people	NOUN
sc-1106	118	8	from	from	ADP
sc-1106	118	9	the	the	DET
sc-1106	118	10	selected	select	VERB
sc-1106	118	11	ones	one	NOUN
sc-1106	118	12	were	be	AUX
sc-1106	118	13	users	user	NOUN
sc-1106	118	14	who	who	PRON
sc-1106	118	15	presented	present	VERB
sc-1106	118	16	complaints	complaint	NOUN
sc-1106	118	17	to	to	ADP
sc-1106	118	18	the	the	DET
sc-1106	118	19	system	system	NOUN
sc-1106	118	20	during	during	ADP
sc-1106	118	21	the	the	DET
sc-1106	118	22	period	period	NOUN
sc-1106	118	23	under	under	ADP
sc-1106	118	24	analysis	analysis	NOUN
sc-1106	118	25	.	.	PUNCT
sc-1106	119	1	the	the	DET
sc-1106	119	2	test	test	NOUN
sc-1106	119	3	administered	administer	VERB
sc-1106	119	4	to	to	ADP
sc-1106	119	5	users	user	NOUN
sc-1106	119	6	was	be	AUX
sc-1106	119	7	divided	divide	VERB
sc-1106	119	8	into	into	ADP
sc-1106	119	9	three	three	NUM
sc-1106	119	10	parts	part	NOUN
sc-1106	119	11	.	.	PUNCT
sc-1106	120	1	the	the	DET
sc-1106	120	2	first	first	ADJ
sc-1106	120	3	part	part	NOUN
sc-1106	120	4	consisted	consist	VERB
sc-1106	120	5	of	of	ADP
sc-1106	120	6	a	a	DET
sc-1106	120	7	pre	pre	ADJ
sc-1106	120	8	-	-	ADJ
sc-1106	120	9	test	test	ADJ
sc-1106	120	10	questionnaire	questionnaire	NOUN
sc-1106	120	11	to	to	PART
sc-1106	120	12	characterize	characterize	VERB
sc-1106	120	13	the	the	DET
sc-1106	120	14	participants	participant	NOUN
sc-1106	120	15	.	.	PUNCT
sc-1106	121	1	the	the	DET
sc-1106	121	2	objective	objective	NOUN
sc-1106	121	3	was	be	AUX
sc-1106	121	4	to	to	PART
sc-1106	121	5	collect	collect	VERB
sc-1106	121	6	demographic	demographic	ADJ
sc-1106	121	7	information	information	NOUN
sc-1106	121	8	and	and	CCONJ
sc-1106	121	9	information	information	NOUN
sc-1106	121	10	on	on	ADP
sc-1106	121	11	the	the	DET
sc-1106	121	12	level	level	NOUN
sc-1106	121	13	of	of	ADP
sc-1106	121	14	experience	experience	NOUN
sc-1106	121	15	with	with	ADP
sc-1106	121	16	the	the	DET
sc-1106	121	17	andante	andante	PROPN
sc-1106	121	18	and	and	CCONJ
sc-1106	121	19	anda	anda	PROPN
sc-1106	121	20	system	system	PROPN
sc-1106	121	21	.	.	PUNCT
sc-1106	122	1	the	the	DET
sc-1106	122	2	second	second	ADJ
sc-1106	122	3	part	part	NOUN
sc-1106	122	4	consisted	consist	VERB
sc-1106	122	5	of	of	ADP
sc-1106	122	6	asking	ask	VERB
sc-1106	122	7	users	user	NOUN
sc-1106	122	8	to	to	PART
sc-1106	122	9	perform	perform	VERB
sc-1106	122	10	16	16	NUM
sc-1106	122	11	tasks	task	NOUN
sc-1106	122	12	in	in	ADP
sc-1106	122	13	the	the	DET
sc-1106	122	14	application	application	NOUN
sc-1106	122	15	.	.	PUNCT
sc-1106	123	1	they	they	PRON
sc-1106	123	2	were	be	AUX
sc-1106	123	3	asked	ask	VERB
sc-1106	123	4	to	to	PART
sc-1106	123	5	think	think	VERB
sc-1106	123	6	and	and	CCONJ
sc-1106	123	7	speak	speak	VERB
sc-1106	123	8	aloud	aloud	ADV
sc-1106	123	9	while	while	SCONJ
sc-1106	123	10	performing	perform	VERB
sc-1106	123	11	each	each	DET
sc-1106	123	12	task	task	NOUN
sc-1106	123	13	,	,	PUNCT
sc-1106	123	14	in	in	ADP
sc-1106	123	15	order	order	NOUN
sc-1106	123	16	to	to	PART
sc-1106	123	17	record	record	VERB
sc-1106	123	18	their	their	PRON
sc-1106	123	19	experience	experience	NOUN
sc-1106	123	20	.	.	PUNCT
sc-1106	124	1	during	during	ADP
sc-1106	124	2	the	the	DET
sc-1106	124	3	execution	execution	NOUN
sc-1106	124	4	of	of	ADP
sc-1106	124	5	the	the	DET
sc-1106	124	6	task	task	NOUN
sc-1106	124	7	,	,	PUNCT
sc-1106	124	8	the	the	DET
sc-1106	124	9	time	time	NOUN
sc-1106	124	10	they	they	PRON
sc-1106	124	11	took	take	VERB
sc-1106	124	12	to	to	PART
sc-1106	124	13	complete	complete	VERB
sc-1106	124	14	was	be	AUX
sc-1106	124	15	measured	measure	VERB
sc-1106	124	16	.	.	PUNCT
sc-1106	125	1	in	in	ADP
sc-1106	125	2	the	the	DET
sc-1106	125	3	end	end	NOUN
sc-1106	125	4	,	,	PUNCT
sc-1106	125	5	participants	participant	NOUN
sc-1106	125	6	were	be	AUX
sc-1106	125	7	asked	ask	VERB
sc-1106	125	8	to	to	PART
sc-1106	125	9	rate	rate	VERB
sc-1106	125	10	the	the	DET
sc-1106	125	11	task	task	NOUN
sc-1106	125	12	in	in	ADP
sc-1106	125	13	terms	term	NOUN
sc-1106	125	14	of	of	ADP
sc-1106	125	15	difficulty	difficulty	NOUN
sc-1106	125	16	and	and	CCONJ
sc-1106	125	17	usefulness	usefulness	NOUN
sc-1106	125	18	on	on	ADP
sc-1106	125	19	a	a	DET
sc-1106	125	20	scale	scale	NOUN
sc-1106	125	21	of	of	ADP
sc-1106	125	22	1	1	NUM
sc-1106	125	23	to	to	PART
sc-1106	125	24	4	4	NUM
sc-1106	125	25	,	,	PUNCT
sc-1106	125	26	where	where	SCONJ
sc-1106	125	27	1	1	NUM
sc-1106	125	28	is	be	AUX
sc-1106	125	29	very	very	ADV
sc-1106	125	30	easy	easy	ADJ
sc-1106	125	31	and	and	CCONJ
sc-1106	125	32	useless	useless	ADJ
sc-1106	125	33	,	,	PUNCT
sc-1106	125	34	and	and	CCONJ
sc-1106	125	35	4	4	NUM
sc-1106	125	36	very	very	ADV
sc-1106	125	37	difficult	difficult	ADJ
sc-1106	125	38	and	and	CCONJ
sc-1106	125	39	very	very	ADV
sc-1106	125	40	useful	useful	ADJ
sc-1106	125	41	.	.	PUNCT
sc-1106	126	1	choosing	choose	VERB
sc-1106	126	2	a	a	DET
sc-1106	126	3	scale	scale	NOUN
sc-1106	126	4	with	with	ADP
sc-1106	126	5	an	an	DET
sc-1106	126	6	even	even	ADJ
sc-1106	126	7	number	number	NOUN
sc-1106	126	8	of	of	ADP
sc-1106	126	9	options	option	NOUN
sc-1106	126	10	has	have	VERB
sc-1106	126	11	to	to	PART
sc-1106	126	12	do	do	VERB
sc-1106	126	13	with	with	ADP
sc-1106	126	14	avoiding	avoid	VERB
sc-1106	126	15	neutral	neutral	ADJ
sc-1106	126	16	responses	response	NOUN
sc-1106	126	17	.	.	PUNCT
sc-1106	127	1	the	the	DET
sc-1106	127	2	third	third	ADJ
sc-1106	127	3	part	part	NOUN
sc-1106	127	4	consisted	consist	VERB
sc-1106	127	5	of	of	ADP
sc-1106	127	6	a	a	DET
sc-1106	127	7	post	post	ADJ
sc-1106	127	8	-	-	ADJ
sc-1106	127	9	test	test	ADJ
sc-1106	127	10	interview	interview	NOUN
sc-1106	127	11	with	with	ADP
sc-1106	127	12	focused	focus	VERB
sc-1106	127	13	questions	question	NOUN
sc-1106	127	14	and	and	CCONJ
sc-1106	127	15	open	open	ADJ
sc-1106	127	16	answers	answer	NOUN
sc-1106	127	17	.	.	PUNCT
sc-1106	128	1	the	the	DET
sc-1106	128	2	objective	objective	NOUN
sc-1106	128	3	was	be	AUX
sc-1106	128	4	to	to	PART
sc-1106	128	5	assess	assess	VERB
sc-1106	128	6	the	the	DET
sc-1106	128	7	general	general	ADJ
sc-1106	128	8	perception	perception	NOUN
sc-1106	128	9	of	of	ADP
sc-1106	128	10	users	user	NOUN
sc-1106	128	11	in	in	ADP
sc-1106	128	12	relation	relation	NOUN
sc-1106	128	13	to	to	ADP
sc-1106	128	14	the	the	DET
sc-1106	128	15	application	application	NOUN
sc-1106	128	16	and	and	CCONJ
sc-1106	128	17	its	its	PRON
sc-1106	128	18	usability	usability	NOUN
sc-1106	128	19	.	.	PUNCT
sc-1106	129	1	questions	question	NOUN
sc-1106	129	2	were	be	AUX
sc-1106	129	3	asked	ask	VERB
sc-1106	129	4	about	about	ADP
sc-1106	129	5	the	the	DET
sc-1106	129	6	features	feature	NOUN
sc-1106	129	7	they	they	PRON
sc-1106	129	8	liked	like	VERB
sc-1106	129	9	the	the	DET
sc-1106	129	10	most	most	ADJ
sc-1106	129	11	and	and	CCONJ
sc-1106	129	12	the	the	DET
sc-1106	129	13	ones	one	NOUN
sc-1106	129	14	they	they	PRON
sc-1106	129	15	liked	like	VERB
sc-1106	129	16	the	the	DET
sc-1106	129	17	least	least	ADJ
sc-1106	129	18	.	.	PUNCT
sc-1106	130	1	likewise	likewise	ADV
sc-1106	130	2	,	,	PUNCT
sc-1106	130	3	suggestions	suggestion	NOUN
sc-1106	130	4	were	be	AUX
sc-1106	130	5	made	make	VERB
sc-1106	130	6	for	for	ADP
sc-1106	130	7	improvements	improvement	NOUN
sc-1106	130	8	and	and	CCONJ
sc-1106	130	9	strategies	strategy	NOUN
sc-1106	130	10	that	that	PRON
sc-1106	130	11	would	would	AUX
sc-1106	130	12	have	have	VERB
sc-1106	130	13	an	an	DET
sc-1106	130	14	effect	effect	NOUN
sc-1106	130	15	on	on	ADP
sc-1106	130	16	the	the	DET
sc-1106	130	17	acquisition	acquisition	NOUN
sc-1106	130	18	of	of	ADP
sc-1106	130	19	new	new	ADJ
sc-1106	130	20	users	user	NOUN
sc-1106	130	21	.	.	PUNCT
sc-1106	131	1	a	a	DET
sc-1106	131	2	question	question	NOUN
sc-1106	131	3	was	be	AUX
sc-1106	131	4	also	also	ADV
sc-1106	131	5	asked	ask	VERB
sc-1106	131	6	about	about	ADP
sc-1106	131	7	the	the	DET
sc-1106	131	8	security	security	NOUN
sc-1106	131	9	of	of	ADP
sc-1106	131	10	the	the	DET
sc-1106	131	11	app	app	NOUN
sc-1106	131	12	and	and	CCONJ
sc-1106	131	13	whether	whether	SCONJ
sc-1106	131	14	they	they	PRON
sc-1106	131	15	would	would	AUX
sc-1106	131	16	suggest	suggest	VERB
sc-1106	131	17	the	the	DET
sc-1106	131	18	app	app	NOUN
sc-1106	131	19	to	to	ADP
sc-1106	131	20	someone	someone	PRON
sc-1106	131	21	who	who	PRON
sc-1106	131	22	does	do	AUX
sc-1106	131	23	n't	not	PART
sc-1106	131	24	know	know	VERB
sc-1106	131	25	it	it	PRON
sc-1106	131	26	.	.	PUNCT
sc-1106	132	1	as	as	SCONJ
sc-1106	132	2	the	the	DET
sc-1106	132	3	purpose	purpose	NOUN
sc-1106	132	4	of	of	ADP
sc-1106	132	5	the	the	DET
sc-1106	132	6	test	test	NOUN
sc-1106	132	7	was	be	AUX
sc-1106	132	8	to	to	PART
sc-1106	132	9	assess	assess	VERB
sc-1106	132	10	problems	problem	NOUN
sc-1106	132	11	that	that	PRON
sc-1106	132	12	could	could	AUX
sc-1106	132	13	arise	arise	VERB
sc-1106	132	14	during	during	ADP
sc-1106	132	15	normal	normal	ADJ
sc-1106	132	16	use	use	NOUN
sc-1106	132	17	of	of	ADP
sc-1106	132	18	the	the	DET
sc-1106	132	19	application	application	NOUN
sc-1106	132	20	,	,	PUNCT
sc-1106	132	21	the	the	DET
sc-1106	132	22	test	test	NOUN
sc-1106	132	23	was	be	AUX
sc-1106	132	24	carried	carry	VERB
sc-1106	132	25	out	out	ADP
sc-1106	132	26	in	in	ADP
sc-1106	132	27	context	context	NOUN
sc-1106	132	28	.	.	PUNCT
sc-1106	133	1	it	it	PRON
sc-1106	133	2	was	be	AUX
sc-1106	133	3	carried	carry	VERB
sc-1106	133	4	out	out	ADP
sc-1106	133	5	with	with	ADP
sc-1106	133	6	each	each	DET
sc-1106	133	7	participant	participant	NOUN
sc-1106	133	8	individually	individually	ADV
sc-1106	133	9	.	.	PUNCT
sc-1106	134	1	that	that	PRON
sc-1106	134	2	is	be	AUX
sc-1106	134	3	,	,	PUNCT
sc-1106	134	4	only	only	ADV
sc-1106	134	5	the	the	DET
sc-1106	134	6	user	user	NOUN
sc-1106	134	7	and	and	CCONJ
sc-1106	134	8	the	the	DET
sc-1106	134	9	tester	tester	NOUN
sc-1106	134	10	were	be	AUX
sc-1106	134	11	presented	present	VERB
sc-1106	134	12	so	so	SCONJ
sc-1106	134	13	that	that	SCONJ
sc-1106	134	14	there	there	PRON
sc-1106	134	15	was	be	VERB
sc-1106	134	16	no	no	DET
sc-1106	134	17	external	external	ADJ
sc-1106	134	18	influence	influence	NOUN
sc-1106	134	19	on	on	ADP
sc-1106	134	20	the	the	DET
sc-1106	134	21	participants	participant	NOUN
sc-1106	134	22	'	'	PART
sc-1106	134	23	behavior	behavior	NOUN
sc-1106	134	24	.	.	PUNCT
sc-1106	135	1	for	for	ADP
sc-1106	135	2	each	each	DET
sc-1106	135	3	participant	participant	NOUN
sc-1106	135	4	,	,	PUNCT
sc-1106	135	5	a	a	DET
sc-1106	135	6	trip	trip	NOUN
sc-1106	135	7	was	be	AUX
sc-1106	135	8	made	make	VERB
sc-1106	135	9	,	,	PUNCT
sc-1106	135	10	whose	whose	DET
sc-1106	135	11	initial	initial	ADJ
sc-1106	135	12	and	and	CCONJ
sc-1106	135	13	final	final	ADJ
sc-1106	135	14	stops	stop	NOUN
sc-1106	135	15	were	be	AUX
sc-1106	135	16	chosen	choose	VERB
sc-1106	135	17	by	by	ADP
sc-1106	135	18	them	they	PRON
sc-1106	135	19	.	.	PUNCT
sc-1106	136	1	the	the	DET
sc-1106	136	2	means	mean	NOUN
sc-1106	136	3	of	of	ADP
sc-1106	136	4	transport	transport	NOUN
sc-1106	136	5	used	use	VERB
sc-1106	136	6	was	be	AUX
sc-1106	136	7	also	also	ADV
sc-1106	136	8	chosen	choose	VERB
sc-1106	136	9	by	by	ADP
sc-1106	136	10	users	user	NOUN
sc-1106	136	11	.	.	PUNCT
sc-1106	137	1	the	the	DET
sc-1106	137	2	tester	tester	NOUN
sc-1106	137	3	was	be	AUX
sc-1106	137	4	responsible	responsible	ADJ
sc-1106	137	5	for	for	ADP
sc-1106	137	6	presenting	present	VERB
sc-1106	137	7	the	the	DET
sc-1106	137	8	application	application	NOUN
sc-1106	137	9	to	to	ADP
sc-1106	137	10	users	user	NOUN
sc-1106	137	11	,	,	PUNCT
sc-1106	137	12	explaining	explain	VERB
sc-1106	137	13	the	the	DET
sc-1106	137	14	purpose	purpose	NOUN
sc-1106	137	15	of	of	ADP
sc-1106	137	16	the	the	DET
sc-1106	137	17	test	test	NOUN
sc-1106	137	18	and	and	CCONJ
sc-1106	137	19	how	how	SCONJ
sc-1106	137	20	it	it	PRON
sc-1106	137	21	would	would	AUX
sc-1106	137	22	be	be	AUX
sc-1106	137	23	performed	perform	VERB
sc-1106	137	24	,	,	PUNCT
sc-1106	137	25	reading	read	VERB
sc-1106	137	26	the	the	DET
sc-1106	137	27	tasks	task	NOUN
sc-1106	137	28	and	and	CCONJ
sc-1106	137	29	questions	question	NOUN
sc-1106	137	30	on	on	ADP
sc-1106	137	31	the	the	DET
sc-1106	137	32	test	test	NOUN
sc-1106	137	33	form	form	NOUN
sc-1106	137	34	,	,	PUNCT
sc-1106	137	35	asking	ask	VERB
sc-1106	137	36	for	for	ADP
sc-1106	137	37	permission	permission	NOUN
sc-1106	137	38	to	to	PART
sc-1106	137	39	record	record	VERB
sc-1106	137	40	audio	audio	NOUN
sc-1106	137	41	and	and	CCONJ
sc-1106	137	42	video	video	NOUN
sc-1106	137	43	,	,	PUNCT
sc-1106	137	44	writing	write	VERB
sc-1106	137	45	the	the	DET
sc-1106	137	46	responses	response	NOUN
sc-1106	137	47	and	and	CCONJ
sc-1106	137	48	comments	comment	NOUN
sc-1106	137	49	of	of	ADP
sc-1106	137	50	the	the	DET
sc-1106	137	51	participants	participant	NOUN
sc-1106	137	52	,	,	PUNCT
sc-1106	137	53	timing	time	VERB
sc-1106	137	54	the	the	DET
sc-1106	137	55	completion	completion	NOUN
sc-1106	137	56	of	of	ADP
sc-1106	137	57	each	each	DET
sc-1106	137	58	task	task	NOUN
sc-1106	137	59	and	and	CCONJ
sc-1106	137	60	taking	take	VERB
sc-1106	137	61	notes	note	NOUN
sc-1106	137	62	on	on	ADP
sc-1106	137	63	the	the	DET
sc-1106	137	64	behavior	behavior	NOUN
sc-1106	137	65	observed	observe	VERB
sc-1106	137	66	throughout	throughout	ADP
sc-1106	137	67	the	the	DET
sc-1106	137	68	test	test	NOUN
sc-1106	137	69	.	.	PUNCT
sc-1106	138	1	in	in	ADP
sc-1106	138	2	addition	addition	NOUN
sc-1106	138	3	,	,	PUNCT
sc-1106	138	4	in	in	ADP
sc-1106	138	5	the	the	DET
sc-1106	138	6	final	final	ADJ
sc-1106	138	7	part	part	NOUN
sc-1106	138	8	of	of	ADP
sc-1106	138	9	the	the	DET
sc-1106	138	10	test	test	NOUN
sc-1106	138	11	,	,	PUNCT
sc-1106	138	12	the	the	DET
sc-1106	138	13	tester	tester	NOUN
sc-1106	138	14	was	be	AUX
sc-1106	138	15	responsible	responsible	ADJ
sc-1106	138	16	for	for	ADP
sc-1106	138	17	interviewing	interview	VERB
sc-1106	138	18	each	each	DET
sc-1106	138	19	user	user	NOUN
sc-1106	138	20	in	in	ADP
sc-1106	138	21	order	order	NOUN
sc-1106	138	22	to	to	PART
sc-1106	138	23	collect	collect	VERB
sc-1106	138	24	their	their	PRON
sc-1106	138	25	opinion	opinion	NOUN
sc-1106	138	26	,	,	PUNCT
sc-1106	138	27	highlights	highlight	NOUN
sc-1106	138	28	and	and	CCONJ
sc-1106	138	29	insights	insight	NOUN
sc-1106	138	30	about	about	ADP
sc-1106	138	31	the	the	DET
sc-1106	138	32	application	application	NOUN
sc-1106	138	33	.	.	PUNCT
sc-1106	139	1	3	3	X
sc-1106	139	2	.	.	X
sc-1106	139	3	results	result	VERB
sc-1106	139	4	this	this	DET
sc-1106	139	5	section	section	NOUN
sc-1106	139	6	presents	present	VERB
sc-1106	139	7	the	the	DET
sc-1106	139	8	results	result	NOUN
sc-1106	139	9	of	of	ADP
sc-1106	139	10	the	the	DET
sc-1106	139	11	analysis	analysis	NOUN
sc-1106	139	12	performed	perform	VERB
sc-1106	139	13	,	,	PUNCT
sc-1106	139	14	with	with	ADP
sc-1106	139	15	regard	regard	NOUN
sc-1106	139	16	to	to	ADP
sc-1106	139	17	the	the	DET
sc-1106	139	18	analysis	analysis	NOUN
sc-1106	139	19	of	of	ADP
sc-1106	139	20	complaints	complaint	NOUN
sc-1106	139	21	and	and	CCONJ
sc-1106	139	22	suggestions	suggestion	NOUN
sc-1106	139	23	and	and	CCONJ
sc-1106	139	24	to	to	ADP
sc-1106	139	25	the	the	DET
sc-1106	139	26	usability	usability	NOUN
sc-1106	139	27	tests	test	NOUN
sc-1106	139	28	.	.	PUNCT
sc-1106	140	1	3.1	3.1	NUM
sc-1106	140	2	.	.	PUNCT
sc-1106	140	3	customer	customer	NOUN
sc-1106	140	4	complaints	complaint	NOUN
sc-1106	140	5	and	and	CCONJ
sc-1106	140	6	suggestion	suggestion	NOUN
sc-1106	140	7	analysis	analysis	NOUN
sc-1106	140	8	this	this	DET
sc-1106	140	9	section	section	NOUN
sc-1106	140	10	starts	start	VERB
sc-1106	140	11	by	by	ADP
sc-1106	140	12	presenting	present	VERB
sc-1106	140	13	the	the	DET
sc-1106	140	14	data	datum	NOUN
sc-1106	140	15	of	of	ADP
sc-1106	140	16	the	the	DET
sc-1106	140	17	complaints	complaint	NOUN
sc-1106	140	18	,	,	PUNCT
sc-1106	140	19	followed	follow	VERB
sc-1106	140	20	by	by	ADP
sc-1106	140	21	the	the	DET
sc-1106	140	22	presentation	presentation	NOUN
sc-1106	140	23	of	of	ADP
sc-1106	140	24	complainers	complainer	NOUN
sc-1106	140	25	’	'	PUNCT
sc-1106	140	26	characterization	characterization	NOUN
sc-1106	140	27	.	.	PUNCT
sc-1106	141	1	finally	finally	ADV
sc-1106	141	2	,	,	PUNCT
sc-1106	141	3	the	the	DET
sc-1106	141	4	conclusions	conclusion	NOUN
sc-1106	141	5	resulting	result	VERB
sc-1106	141	6	from	from	ADP
sc-1106	141	7	the	the	DET
sc-1106	141	8	crossing	crossing	NOUN
sc-1106	141	9	of	of	ADP
sc-1106	141	10	data	datum	NOUN
sc-1106	141	11	from	from	ADP
sc-1106	141	12	the	the	DET
sc-1106	141	13	history	history	NOUN
sc-1106	141	14	of	of	ADP
sc-1106	141	15	usage	usage	NOUN
sc-1106	141	16	of	of	ADP
sc-1106	141	17	anda	anda	PROPN
sc-1106	141	18	app	app	PROPN
sc-1106	141	19	and	and	CCONJ
sc-1106	141	20	the	the	DET
sc-1106	141	21	complaints	complaint	NOUN
sc-1106	141	22	data	datum	NOUN
sc-1106	141	23	are	be	AUX
sc-1106	141	24	presented	present	VERB
sc-1106	141	25	.	.	PUNCT
sc-1106	142	1	the	the	DET
sc-1106	142	2	complaints	complaint	NOUN
sc-1106	142	3	during	during	ADP
sc-1106	142	4	the	the	DET
sc-1106	142	5	period	period	NOUN
sc-1106	142	6	under	under	ADP
sc-1106	142	7	review	review	NOUN
sc-1106	142	8	,	,	PUNCT
sc-1106	142	9	the	the	DET
sc-1106	142	10	total	total	ADJ
sc-1106	142	11	number	number	NOUN
sc-1106	142	12	of	of	ADP
sc-1106	142	13	complaints	complaint	NOUN
sc-1106	142	14	received	receive	VERB
sc-1106	142	15	by	by	ADP
sc-1106	142	16	anda	anda	PROPN
sc-1106	142	17	app	app	PROPN
sc-1106	142	18	is	be	AUX
sc-1106	142	19	1223	1223	NUM
sc-1106	142	20	.	.	PUNCT
sc-1106	143	1	of	of	ADP
sc-1106	143	2	these	these	PRON
sc-1106	143	3	,	,	PUNCT
sc-1106	143	4	only	only	ADV
sc-1106	143	5	68	68	NUM
sc-1106	143	6	%	%	NOUN
sc-1106	143	7	(	(	PUNCT
sc-1106	143	8	832	832	NUM
sc-1106	143	9	complaints	complaint	NOUN
sc-1106	143	10	)	)	PUNCT
sc-1106	143	11	were	be	AUX
sc-1106	143	12	submitted	submit	VERB
sc-1106	143	13	by	by	ADP
sc-1106	143	14	different	different	ADJ
sc-1106	143	15	users	user	NOUN
sc-1106	143	16	,	,	PUNCT
sc-1106	143	17	which	which	PRON
sc-1106	143	18	means	mean	VERB
sc-1106	143	19	that	that	SCONJ
sc-1106	143	20	32	32	NUM
sc-1106	143	21	%	%	NOUN
sc-1106	143	22	of	of	ADP
sc-1106	143	23	users	user	NOUN
sc-1106	143	24	completed	complete	VERB
sc-1106	143	25	at	at	ADP
sc-1106	143	26	least	least	ADJ
sc-1106	143	27	more	more	ADJ
sc-1106	143	28	than	than	ADP
sc-1106	143	29	once	once	ADV
sc-1106	143	30	.	.	PUNCT
sc-1106	144	1	so	so	ADV
sc-1106	144	2	far	far	ADV
sc-1106	144	3	,	,	PUNCT
sc-1106	144	4	most	most	ADJ
sc-1106	144	5	of	of	ADP
sc-1106	144	6	these	these	DET
sc-1106	144	7	records	record	NOUN
sc-1106	144	8	(	(	PUNCT
sc-1106	144	9	95.5	95.5	NUM
sc-1106	144	10	%	%	NOUN
sc-1106	144	11	)	)	PUNCT
sc-1106	144	12	are	be	AUX
sc-1106	144	13	resolved	resolve	VERB
sc-1106	144	14	and	and	CCONJ
sc-1106	144	15	closed	close	VERB
sc-1106	144	16	,	,	PUNCT
sc-1106	144	17	but	but	CCONJ
sc-1106	144	18	those	those	PRON
sc-1106	144	19	that	that	PRON
sc-1106	144	20	are	be	AUX
sc-1106	144	21	still	still	ADV
sc-1106	144	22	open	open	ADJ
sc-1106	144	23	require	require	NOUN
sc-1106	144	24	action	action	NOUN
sc-1106	144	25	by	by	ADP
sc-1106	144	26	third	third	ADJ
sc-1106	144	27	parties	party	NOUN
sc-1106	144	28	for	for	ADP
sc-1106	144	29	example	example	NOUN
sc-1106	144	30	,	,	PUNCT
sc-1106	144	31	external	external	ADJ
sc-1106	144	32	technical	technical	ADJ
sc-1106	144	33	teams	team	NOUN
sc-1106	144	34	.	.	PUNCT
sc-1106	145	1	the	the	DET
sc-1106	145	2	problems	problem	NOUN
sc-1106	145	3	that	that	PRON
sc-1106	145	4	can	can	AUX
sc-1106	145	5	arise	arise	VERB
sc-1106	145	6	in	in	ADP
sc-1106	145	7	the	the	DET
sc-1106	145	8	use	use	NOUN
sc-1106	145	9	of	of	ADP
sc-1106	145	10	anda	anda	PROPN
sc-1106	145	11	are	be	AUX
sc-1106	145	12	several	several	ADJ
sc-1106	145	13	and	and	CCONJ
sc-1106	145	14	can	can	AUX
sc-1106	145	15	be	be	AUX
sc-1106	145	16	categorized	categorize	VERB
sc-1106	145	17	by	by	ADP
sc-1106	145	18	the	the	DET
sc-1106	145	19	reasons	reason	NOUN
sc-1106	145	20	that	that	PRON
sc-1106	145	21	caused	cause	VERB
sc-1106	145	22	them	they	PRON
sc-1106	145	23	.	.	PUNCT
sc-1106	146	1	the	the	DET
sc-1106	146	2	main	main	ADJ
sc-1106	146	3	reasons	reason	NOUN
sc-1106	146	4	are	be	AUX
sc-1106	146	5	related	relate	VERB
sc-1106	146	6	to	to	ADP
sc-1106	146	7	the	the	DET
sc-1106	146	8	validation	validation	NOUN
sc-1106	146	9	of	of	ADP
sc-1106	146	10	the	the	DET
sc-1106	146	11	trip	trip	NOUN
sc-1106	146	12	,	,	PUNCT
sc-1106	146	13	login	login	NOUN
sc-1106	146	14	and	and	CCONJ
sc-1106	146	15	registration	registration	NOUN
sc-1106	146	16	in	in	ADP
sc-1106	146	17	the	the	DET
sc-1106	146	18	app	app	NOUN
sc-1106	146	19	,	,	PUNCT
sc-1106	146	20	the	the	DET
sc-1106	146	21	correct	correct	ADJ
sc-1106	146	22	filling	filling	NOUN
sc-1106	146	23	of	of	ADP
sc-1106	146	24	the	the	DET
sc-1106	146	25	trips	trip	NOUN
sc-1106	146	26	,	,	PUNCT
sc-1106	146	27	the	the	DET
sc-1106	146	28	consultation	consultation	NOUN
sc-1106	146	29	of	of	ADP
sc-1106	146	30	personal	personal	ADJ
sc-1106	146	31	data	datum	NOUN
sc-1106	146	32	,	,	PUNCT
sc-1106	146	33	the	the	DET
sc-1106	146	34	associated	associated	ADJ
sc-1106	146	35	tariff	tariff	NOUN
sc-1106	146	36	and	and	CCONJ
sc-1106	146	37	the	the	DET
sc-1106	146	38	disregard	disregard	NOUN
sc-1106	146	39	of	of	ADP
sc-1106	146	40	intermediate	intermediate	ADJ
sc-1106	146	41	stops	stop	NOUN
sc-1106	146	42	.	.	PUNCT
sc-1106	147	1	fig	fig	NOUN
sc-1106	147	2	.	.	PUNCT
sc-1106	148	1	1	1	NUM
sc-1106	148	2	shows	show	VERB
sc-1106	148	3	the	the	DET
sc-1106	148	4	distribution	distribution	NOUN
sc-1106	148	5	of	of	ADP
sc-1106	148	6	the	the	DET
sc-1106	148	7	main	main	ADJ
sc-1106	148	8	reasons	reason	NOUN
sc-1106	148	9	for	for	ADP
sc-1106	148	10	complaints	complaint	NOUN
sc-1106	148	11	.	.	PUNCT
sc-1106	149	1	in	in	ADP
sc-1106	149	2	addition	addition	NOUN
sc-1106	149	3	,	,	PUNCT
sc-1106	149	4	there	there	PRON
sc-1106	149	5	are	be	VERB
sc-1106	149	6	other	other	ADJ
sc-1106	149	7	reasons	reason	NOUN
sc-1106	149	8	that	that	PRON
sc-1106	149	9	can	can	AUX
sc-1106	149	10	lead	lead	VERB
sc-1106	149	11	to	to	ADP
sc-1106	149	12	a	a	DET
sc-1106	149	13	complaint	complaint	NOUN
sc-1106	149	14	beacons	beacon	NOUN
sc-1106	149	15	,	,	PUNCT
sc-1106	149	16	payment	payment	NOUN
sc-1106	149	17	methods	method	NOUN
sc-1106	149	18	,	,	PUNCT
sc-1106	149	19	questions	question	NOUN
sc-1106	149	20	,	,	PUNCT
sc-1106	149	21	enrollment	enrollment	NOUN
sc-1106	149	22	,	,	PUNCT
sc-1106	149	23	data	datum	NOUN
sc-1106	149	24	changes	change	NOUN
sc-1106	149	25	,	,	PUNCT
sc-1106	149	26	suggestions	suggestion	NOUN
sc-1106	149	27	for	for	ADP
sc-1106	149	28	improvement	improvement	NOUN
sc-1106	149	29	,	,	PUNCT
sc-1106	149	30	inspection	inspection	NOUN
sc-1106	149	31	and	and	CCONJ
sc-1106	149	32	account	account	NOUN
sc-1106	149	33	deletion	deletion	NOUN
sc-1106	149	34	but	but	CCONJ
sc-1106	149	35	the	the	DET
sc-1106	149	36	total	total	ADJ
sc-1106	149	37	number	number	NOUN
sc-1106	149	38	of	of	ADP
sc-1106	149	39	records	record	NOUN
sc-1106	149	40	for	for	ADP
sc-1106	149	41	these	these	DET
sc-1106	149	42	reasons	reason	NOUN
sc-1106	149	43	is	be	AUX
sc-1106	149	44	not	not	PART
sc-1106	149	45	relevant	relevant	ADJ
sc-1106	149	46	to	to	PART
sc-1106	149	47	considered	consider	VERB
sc-1106	149	48	in	in	ADP
sc-1106	149	49	this	this	DET
sc-1106	149	50	study	study	NOUN
sc-1106	149	51	.	.	PUNCT
sc-1106	150	1	porto	porto	PROPN
sc-1106	150	2	's	's	PART
sc-1106	150	3	intermodal	intermodal	ADJ
sc-1106	150	4	transport	transport	NOUN
sc-1106	150	5	consists	consist	VERB
sc-1106	150	6	of	of	ADP
sc-1106	150	7	19	19	NUM
sc-1106	150	8	public	public	ADJ
sc-1106	150	9	transport	transport	NOUN
sc-1106	150	10	operators	operator	NOUN
sc-1106	150	11	and	and	CCONJ
sc-1106	150	12	anda	anda	PROPN
sc-1106	150	13	can	can	AUX
sc-1106	150	14	be	be	AUX
sc-1106	150	15	used	use	VERB
sc-1106	150	16	in	in	ADP
sc-1106	150	17	all	all	PRON
sc-1106	150	18	of	of	ADP
sc-1106	150	19	them	they	PRON
sc-1106	150	20	.	.	PUNCT
sc-1106	151	1	in	in	ADP
sc-1106	151	2	addition	addition	NOUN
sc-1106	151	3	,	,	PUNCT
sc-1106	151	4	it	it	PRON
sc-1106	151	5	is	be	AUX
sc-1106	151	6	important	important	ADJ
sc-1106	151	7	to	to	PART
sc-1106	151	8	mention	mention	VERB
sc-1106	151	9	that	that	SCONJ
sc-1106	151	10	76.3	76.3	NUM
sc-1106	151	11	%	%	NOUN
sc-1106	151	12	of	of	ADP
sc-1106	151	13	complaints	complaint	NOUN
sc-1106	151	14	are	be	AUX
sc-1106	151	15	not	not	PART
sc-1106	151	16	related	relate	VERB
sc-1106	151	17	to	to	ADP
sc-1106	151	18	the	the	DET
sc-1106	151	19	trip	trip	NOUN
sc-1106	151	20	itself	itself	PRON
sc-1106	151	21	and	and	CCONJ
sc-1106	151	22	to	to	ADP
sc-1106	151	23	the	the	DET
sc-1106	151	24	operators	operator	NOUN
sc-1106	151	25	,	,	PUNCT
sc-1106	151	26	but	but	CCONJ
sc-1106	151	27	to	to	ADP
sc-1106	151	28	issues	issue	NOUN
sc-1106	151	29	related	relate	VERB
sc-1106	151	30	to	to	ADP
sc-1106	151	31	the	the	DET
sc-1106	151	32	application	application	NOUN
sc-1106	151	33	or	or	CCONJ
sc-1106	151	34	billing	billing	NOUN
sc-1106	151	35	.	.	PUNCT
sc-1106	152	1	complaints	complaint	NOUN
sc-1106	152	2	to	to	ADP
sc-1106	152	3	carriers	carrier	NOUN
sc-1106	152	4	are	be	AUX
sc-1106	152	5	23.7	23.7	NUM
sc-1106	152	6	%	%	NOUN
sc-1106	152	7	of	of	ADP
sc-1106	152	8	the	the	DET
sc-1106	152	9	total	total	NOUN
sc-1106	152	10	.	.	PUNCT
sc-1106	153	1	anda	anda	PROPN
sc-1106	153	2	's	's	PART
sc-1106	153	3	complaints	complaint	NOUN
sc-1106	153	4	can	can	AUX
sc-1106	153	5	be	be	AUX
sc-1106	153	6	submitted	submit	VERB
sc-1106	153	7	by	by	ADP
sc-1106	153	8	the	the	DET
sc-1106	153	9	most	most	ADV
sc-1106	153	10	diverse	diverse	ADJ
sc-1106	153	11	means	mean	NOUN
sc-1106	153	12	of	of	ADP
sc-1106	153	13	communication	communication	NOUN
sc-1106	153	14	,	,	PUNCT
sc-1106	153	15	but	but	CCONJ
sc-1106	153	16	two	two	NUM
sc-1106	153	17	of	of	ADP
sc-1106	153	18	them	they	PRON
sc-1106	153	19	stand	stand	VERB
sc-1106	153	20	out	out	ADP
sc-1106	153	21	for	for	ADP
sc-1106	153	22	their	their	PRON
sc-1106	153	23	great	great	ADJ
sc-1106	153	24	use	use	NOUN
sc-1106	153	25	:	:	PUNCT
sc-1106	153	26	the	the	DET
sc-1106	153	27	application	application	NOUN
sc-1106	153	28	's	's	PART
sc-1106	153	29	crash	crash	NOUN
sc-1106	153	30	report	report	NOUN
sc-1106	153	31	(	(	PUNCT
sc-1106	153	32	64	64	NUM
sc-1106	153	33	%	%	NOUN
sc-1106	153	34	)	)	PUNCT
sc-1106	153	35	and	and	CCONJ
sc-1106	153	36	email	email	NOUN
sc-1106	153	37	(	(	PUNCT
sc-1106	153	38	32.5	32.5	NUM
sc-1106	153	39	%	%	NOUN
sc-1106	153	40	)	)	PUNCT
sc-1106	153	41	.	.	PUNCT
sc-1106	154	1	among	among	ADP
sc-1106	154	2	the	the	DET
sc-1106	154	3	rest	rest	NOUN
sc-1106	154	4	are	be	AUX
sc-1106	154	5	links	link	NOUN
sc-1106	154	6	(	(	PUNCT
sc-1106	154	7	3	3	NUM
sc-1106	154	8	%	%	NOUN
sc-1106	154	9	)	)	PUNCT
sc-1106	154	10	,	,	PUNCT
sc-1106	154	11	the	the	DET
sc-1106	154	12	official	official	ADJ
sc-1106	154	13	facebook	facebook	NOUN
sc-1106	154	14	page	page	NOUN
sc-1106	154	15	(	(	PUNCT
sc-1106	154	16	0.4	0.4	NUM
sc-1106	154	17	%	%	NOUN
sc-1106	154	18	)	)	PUNCT
sc-1106	154	19	and	and	CCONJ
sc-1106	154	20	the	the	DET
sc-1106	154	21	google	google	PROPN
sc-1106	154	22	play	play	NOUN
sc-1106	154	23	store	store	NOUN
sc-1106	154	24	(	(	PUNCT
sc-1106	154	25	0.2	0.2	NUM
sc-1106	154	26	%	%	NOUN
sc-1106	154	27	)	)	PUNCT
sc-1106	154	28	.	.	PUNCT
sc-1106	155	1	figure	figure	NOUN
sc-1106	155	2	1	1	NUM
sc-1106	155	3	.	.	PUNCT
sc-1106	156	1	distribution	distribution	NOUN
sc-1106	156	2	of	of	ADP
sc-1106	156	3	complaints	complaint	NOUN
sc-1106	156	4	by	by	ADP
sc-1106	156	5	reason	reason	NOUN
sc-1106	156	6	eai	eai	PROPN
sc-1106	156	7	endorsed	endorse	VERB
sc-1106	156	8	transactions	transaction	NOUN
sc-1106	156	9	on	on	ADP
sc-1106	156	10	smart	smart	ADJ
sc-1106	156	11	cities	city	NOUN
sc-1106	156	12	04	04	NUM
sc-1106	156	13	2021	2021	NUM
sc-1106	156	14	08	08	NUM
sc-1106	156	15	2021	2021	NUM
sc-1106	156	16	|	|	ADV
sc-1106	156	17	volume	volume	NOUN
sc-1106	156	18	5	5	NUM
sc-1106	156	19	|	|	ADV
sc-1106	156	20	issue	issue	VERB
sc-1106	156	21	15	15	NUM
sc-1106	156	22	|	|	ADV
sc-1106	156	23	e5	e5	INTJ
sc-1106	156	24	towards	towards	ADP
sc-1106	156	25	strategies	strategy	NOUN
sc-1106	156	26	to	to	PART
sc-1106	156	27	capture	capture	VERB
sc-1106	156	28	and	and	CCONJ
sc-1106	156	29	retain	retain	VERB
sc-1106	156	30	mobile	mobile	ADJ
sc-1106	156	31	ticketing	ticket	VERB
sc-1106	156	32	customers	customer	NOUN
sc-1106	156	33	5	5	NUM
sc-1106	156	34	the	the	DET
sc-1106	156	35	complainers	complainer	NOUN
sc-1106	156	36	the	the	DET
sc-1106	156	37	total	total	ADJ
sc-1106	156	38	number	number	NOUN
sc-1106	156	39	of	of	ADP
sc-1106	156	40	anda	anda	PROPN
sc-1106	156	41	users	user	NOUN
sc-1106	156	42	from	from	ADP
sc-1106	156	43	september	september	PROPN
sc-1106	156	44	2019	2019	NUM
sc-1106	156	45	to	to	ADP
sc-1106	156	46	february	february	PROPN
sc-1106	156	47	2020	2020	NUM
sc-1106	156	48	is	be	AUX
sc-1106	156	49	5759	5759	NUM
sc-1106	156	50	and	and	CCONJ
sc-1106	156	51	14	14	NUM
sc-1106	156	52	%	%	NOUN
sc-1106	156	53	of	of	ADP
sc-1106	156	54	them	they	PRON
sc-1106	156	55	are	be	AUX
sc-1106	156	56	complainers	complainer	NOUN
sc-1106	156	57	of	of	ADP
sc-1106	156	58	the	the	DET
sc-1106	156	59	service	service	NOUN
sc-1106	156	60	.	.	PUNCT
sc-1106	157	1	usage	usage	NOUN
sc-1106	157	2	data	datum	NOUN
sc-1106	157	3	allows	allow	VERB
sc-1106	157	4	us	we	PRON
sc-1106	157	5	to	to	PART
sc-1106	157	6	know	know	VERB
sc-1106	157	7	that	that	PRON
sc-1106	157	8	,	,	PUNCT
sc-1106	157	9	on	on	ADP
sc-1106	157	10	average	average	ADJ
sc-1106	157	11	,	,	PUNCT
sc-1106	157	12	about	about	ADV
sc-1106	157	13	3,103	3,103	NUM
sc-1106	157	14	people	people	NOUN
sc-1106	157	15	use	use	VERB
sc-1106	157	16	the	the	DET
sc-1106	157	17	app	app	NOUN
sc-1106	157	18	to	to	PART
sc-1106	157	19	travel	travel	VERB
sc-1106	157	20	on	on	ADP
sc-1106	157	21	porto	porto	PROPN
sc-1106	157	22	's	's	PART
sc-1106	157	23	transport	transport	NOUN
sc-1106	157	24	services	service	NOUN
sc-1106	157	25	per	per	ADP
sc-1106	157	26	month	month	NOUN
sc-1106	157	27	.	.	PUNCT
sc-1106	158	1	likewise	likewise	ADV
sc-1106	158	2	,	,	PUNCT
sc-1106	158	3	it	it	PRON
sc-1106	158	4	is	be	AUX
sc-1106	158	5	known	know	VERB
sc-1106	158	6	that	that	SCONJ
sc-1106	158	7	about	about	ADV
sc-1106	158	8	203	203	NUM
sc-1106	158	9	complaints	complaint	NOUN
sc-1106	158	10	are	be	AUX
sc-1106	158	11	filed	file	VERB
sc-1106	158	12	per	per	ADP
sc-1106	158	13	month	month	NOUN
sc-1106	158	14	.	.	PUNCT
sc-1106	159	1	in	in	ADP
sc-1106	159	2	fig.2	fig.2	PROPN
sc-1106	159	3	.	.	PUNCT
sc-1106	160	1	it	it	PRON
sc-1106	160	2	appears	appear	VERB
sc-1106	160	3	that	that	SCONJ
sc-1106	160	4	,	,	PUNCT
sc-1106	160	5	over	over	ADP
sc-1106	160	6	the	the	DET
sc-1106	160	7	period	period	NOUN
sc-1106	160	8	studied	study	VERB
sc-1106	160	9	,	,	PUNCT
sc-1106	160	10	the	the	DET
sc-1106	160	11	relationship	relationship	NOUN
sc-1106	160	12	between	between	ADP
sc-1106	160	13	the	the	DET
sc-1106	160	14	number	number	NOUN
sc-1106	160	15	of	of	ADP
sc-1106	160	16	users	user	NOUN
sc-1106	160	17	and	and	CCONJ
sc-1106	160	18	the	the	DET
sc-1106	160	19	total	total	ADJ
sc-1106	160	20	number	number	NOUN
sc-1106	160	21	of	of	ADP
sc-1106	160	22	complaints	complaint	NOUN
sc-1106	160	23	received	receive	VERB
sc-1106	160	24	remained	remain	VERB
sc-1106	160	25	practically	practically	ADV
sc-1106	160	26	constant	constant	ADJ
sc-1106	160	27	.	.	PUNCT
sc-1106	161	1	based	base	VERB
sc-1106	161	2	on	on	ADP
sc-1106	161	3	the	the	DET
sc-1106	161	4	validation	validation	NOUN
sc-1106	161	5	data	datum	NOUN
sc-1106	161	6	,	,	PUNCT
sc-1106	161	7	it	it	PRON
sc-1106	161	8	is	be	AUX
sc-1106	161	9	known	know	VERB
sc-1106	161	10	what	what	PRON
sc-1106	161	11	types	type	NOUN
sc-1106	161	12	of	of	ADP
sc-1106	161	13	tickets	ticket	NOUN
sc-1106	161	14	were	be	AUX
sc-1106	161	15	purchased	purchase	VERB
sc-1106	161	16	by	by	ADP
sc-1106	161	17	the	the	DET
sc-1106	161	18	claimants	claimant	NOUN
sc-1106	161	19	.	.	PUNCT
sc-1106	162	1	most	most	ADJ
sc-1106	162	2	people	people	NOUN
sc-1106	162	3	who	who	PRON
sc-1106	162	4	complain	complain	VERB
sc-1106	162	5	purchase	purchase	VERB
sc-1106	162	6	single	single	ADJ
sc-1106	162	7	tickets	ticket	NOUN
sc-1106	162	8	(	(	PUNCT
sc-1106	162	9	69.9	69.9	NUM
sc-1106	162	10	%	%	NOUN
sc-1106	162	11	)	)	PUNCT
sc-1106	162	12	,	,	PUNCT
sc-1106	162	13	that	that	ADV
sc-1106	162	14	is	is	ADV
sc-1106	162	15	,	,	PUNCT
sc-1106	162	16	for	for	ADP
sc-1106	162	17	occasional	occasional	ADJ
sc-1106	162	18	trips	trip	NOUN
sc-1106	162	19	.	.	PUNCT
sc-1106	163	1	in	in	ADP
sc-1106	163	2	addition	addition	NOUN
sc-1106	163	3	,	,	PUNCT
sc-1106	163	4	tip	tip	NOUN
sc-1106	163	5	groups	group	NOUN
sc-1106	163	6	users	user	NOUN
sc-1106	163	7	by	by	ADP
sc-1106	163	8	social	social	ADJ
sc-1106	163	9	profile	profile	NOUN
sc-1106	163	10	according	accord	VERB
sc-1106	163	11	to	to	ADP
sc-1106	163	12	their	their	PRON
sc-1106	163	13	age	age	NOUN
sc-1106	163	14	group	group	NOUN
sc-1106	163	15	or	or	CCONJ
sc-1106	163	16	social	social	ADJ
sc-1106	163	17	status	status	NOUN
sc-1106	163	18	.	.	PUNCT
sc-1106	164	1	by	by	ADP
sc-1106	164	2	analyzing	analyze	VERB
sc-1106	164	3	these	these	DET
sc-1106	164	4	data	datum	NOUN
sc-1106	164	5	,	,	PUNCT
sc-1106	164	6	it	it	PRON
sc-1106	164	7	can	can	AUX
sc-1106	164	8	be	be	AUX
sc-1106	164	9	seen	see	VERB
sc-1106	164	10	that	that	SCONJ
sc-1106	164	11	the	the	DET
sc-1106	164	12	majority	majority	NOUN
sc-1106	164	13	of	of	ADP
sc-1106	164	14	complainants	complainant	NOUN
sc-1106	164	15	belong	belong	VERB
sc-1106	164	16	to	to	ADP
sc-1106	164	17	the	the	DET
sc-1106	164	18	“	"	PUNCT
sc-1106	164	19	normal	normal	ADJ
sc-1106	164	20	”	"	PUNCT
sc-1106	164	21	social	social	ADJ
sc-1106	164	22	profile	profile	NOUN
sc-1106	164	23	(	(	PUNCT
sc-1106	164	24	49.1	49.1	NUM
sc-1106	164	25	%	%	NOUN
sc-1106	164	26	)	)	PUNCT
sc-1106	164	27	which	which	PRON
sc-1106	164	28	means	mean	VERB
sc-1106	164	29	that	that	SCONJ
sc-1106	164	30	they	they	PRON
sc-1106	164	31	are	be	AUX
sc-1106	164	32	adults	adult	NOUN
sc-1106	164	33	who	who	PRON
sc-1106	164	34	do	do	AUX
sc-1106	164	35	not	not	PART
sc-1106	164	36	benefit	benefit	VERB
sc-1106	164	37	from	from	ADP
sc-1106	164	38	any	any	DET
sc-1106	164	39	type	type	NOUN
sc-1106	164	40	of	of	ADP
sc-1106	164	41	discount	discount	NOUN
sc-1106	164	42	.	.	PUNCT
sc-1106	165	1	among	among	ADP
sc-1106	165	2	the	the	DET
sc-1106	165	3	remaining	remain	VERB
sc-1106	165	4	profiles	profile	NOUN
sc-1106	165	5	are	be	AUX
sc-1106	165	6	people	people	NOUN
sc-1106	165	7	who	who	PRON
sc-1106	165	8	have	have	VERB
sc-1106	165	9	lower	low	ADJ
sc-1106	165	10	rates	rate	NOUN
sc-1106	165	11	(	(	PUNCT
sc-1106	165	12	social	social	ADJ
sc-1106	165	13	+	+	NOUN
sc-1106	165	14	)	)	PUNCT
sc-1106	165	15	(	(	PUNCT
sc-1106	165	16	44.9	44.9	NUM
sc-1106	165	17	%	%	NOUN
sc-1106	165	18	)	)	PUNCT
sc-1106	165	19	,	,	PUNCT
sc-1106	165	20	university	university	NOUN
sc-1106	165	21	students	student	NOUN
sc-1106	165	22	(	(	PUNCT
sc-1106	165	23	3.6	3.6	NUM
sc-1106	165	24	%	%	NOUN
sc-1106	165	25	)	)	PUNCT
sc-1106	165	26	,	,	PUNCT
sc-1106	165	27	students	student	NOUN
sc-1106	165	28	under	under	ADP
sc-1106	165	29	18	18	NUM
sc-1106	165	30	(	(	PUNCT
sc-1106	165	31	6.4	6.4	NUM
sc-1106	165	32	%	%	NOUN
sc-1106	165	33	)	)	PUNCT
sc-1106	165	34	,	,	PUNCT
sc-1106	165	35	and	and	CCONJ
sc-1106	165	36	seniors	senior	NOUN
sc-1106	165	37	over	over	ADP
sc-1106	165	38	65	65	NUM
sc-1106	165	39	(	(	PUNCT
sc-1106	165	40	0.7	0.7	NUM
sc-1106	165	41	%	%	NOUN
sc-1106	165	42	)	)	PUNCT
sc-1106	165	43	.	.	PUNCT
sc-1106	166	1	the	the	DET
sc-1106	166	2	distribution	distribution	NOUN
sc-1106	166	3	of	of	ADP
sc-1106	166	4	users	user	NOUN
sc-1106	166	5	by	by	ADP
sc-1106	166	6	social	social	ADJ
sc-1106	166	7	profile	profile	NOUN
sc-1106	166	8	also	also	ADV
sc-1106	166	9	allows	allow	VERB
sc-1106	166	10	knowing	know	VERB
sc-1106	166	11	that	that	SCONJ
sc-1106	166	12	the	the	DET
sc-1106	166	13	users	user	NOUN
sc-1106	166	14	who	who	PRON
sc-1106	166	15	most	most	ADV
sc-1106	166	16	complain	complain	VERB
sc-1106	166	17	are	be	AUX
sc-1106	166	18	the	the	DET
sc-1106	166	19	“	"	PUNCT
sc-1106	166	20	normal	normal	ADJ
sc-1106	166	21	”	"	PUNCT
sc-1106	166	22	and	and	CCONJ
sc-1106	166	23	“	"	PUNCT
sc-1106	166	24	social	social	ADJ
sc-1106	166	25	+	+	NOUN
sc-1106	166	26	”	"	PUNCT
sc-1106	166	27	.	.	PUNCT
sc-1106	167	1	also	also	ADV
sc-1106	167	2	,	,	PUNCT
sc-1106	167	3	fig	fig	NOUN
sc-1106	167	4	.	.	PUNCT
sc-1106	167	5	3	3	NUM
sc-1106	167	6	shows	show	VERB
sc-1106	167	7	that	that	SCONJ
sc-1106	167	8	in	in	ADP
sc-1106	167	9	all	all	DET
sc-1106	167	10	groups	group	NOUN
sc-1106	167	11	,	,	PUNCT
sc-1106	167	12	the	the	DET
sc-1106	167	13	number	number	NOUN
sc-1106	167	14	of	of	ADP
sc-1106	167	15	complaints	complaint	NOUN
sc-1106	167	16	is	be	AUX
sc-1106	167	17	higher	high	ADJ
sc-1106	167	18	than	than	ADP
sc-1106	167	19	the	the	DET
sc-1106	167	20	number	number	NOUN
sc-1106	167	21	of	of	ADP
sc-1106	167	22	complainers	complainer	NOUN
sc-1106	167	23	,	,	PUNCT
sc-1106	167	24	which	which	PRON
sc-1106	167	25	,	,	PUNCT
sc-1106	167	26	once	once	ADV
sc-1106	167	27	again	again	ADV
sc-1106	167	28	,	,	PUNCT
sc-1106	167	29	reaffirms	reaffirm	VERB
sc-1106	167	30	that	that	SCONJ
sc-1106	167	31	there	there	PRON
sc-1106	167	32	are	be	VERB
sc-1106	167	33	users	user	NOUN
sc-1106	167	34	complaining	complain	VERB
sc-1106	167	35	more	more	ADV
sc-1106	167	36	than	than	ADP
sc-1106	167	37	once	once	ADV
sc-1106	167	38	.	.	PUNCT
sc-1106	168	1	figure	figure	NOUN
sc-1106	168	2	2	2	NUM
sc-1106	168	3	.	.	NOUN
sc-1106	168	4	number	number	NOUN
sc-1106	168	5	of	of	ADP
sc-1106	168	6	complainer	complainer	NOUN
sc-1106	168	7	vs	vs	ADP
sc-1106	168	8	number	number	NOUN
sc-1106	168	9	of	of	ADP
sc-1106	168	10	complaints	complaint	NOUN
sc-1106	168	11	,	,	PUNCT
sc-1106	168	12	by	by	ADP
sc-1106	168	13	social	social	ADJ
sc-1106	168	14	profile	profile	NOUN
sc-1106	168	15	.	.	PUNCT
sc-1106	169	1	the	the	DET
sc-1106	169	2	effects	effect	NOUN
sc-1106	169	3	of	of	ADP
sc-1106	169	4	the	the	DET
sc-1106	169	5	complaints	complaint	NOUN
sc-1106	169	6	finally	finally	ADV
sc-1106	169	7	,	,	PUNCT
sc-1106	169	8	to	to	PART
sc-1106	169	9	understand	understand	VERB
sc-1106	169	10	the	the	DET
sc-1106	169	11	effect	effect	NOUN
sc-1106	169	12	of	of	ADP
sc-1106	169	13	complaints	complaint	NOUN
sc-1106	169	14	on	on	ADP
sc-1106	169	15	the	the	DET
sc-1106	169	16	use	use	NOUN
sc-1106	169	17	of	of	ADP
sc-1106	169	18	anda	anda	PROPN
sc-1106	169	19	,	,	PUNCT
sc-1106	169	20	it	it	PRON
sc-1106	169	21	is	be	AUX
sc-1106	169	22	necessary	necessary	ADJ
sc-1106	169	23	to	to	PART
sc-1106	169	24	cross	cross	VERB
sc-1106	169	25	the	the	DET
sc-1106	169	26	data	datum	NOUN
sc-1106	169	27	of	of	ADP
sc-1106	169	28	both	both	PRON
sc-1106	169	29	–	–	PUNCT
sc-1106	169	30	complaints	complaint	NOUN
sc-1106	169	31	and	and	CCONJ
sc-1106	169	32	validations	validation	NOUN
sc-1106	169	33	.	.	PUNCT
sc-1106	170	1	by	by	ADP
sc-1106	170	2	knowing	know	VERB
sc-1106	170	3	the	the	DET
sc-1106	170	4	complainers	complainer	NOUN
sc-1106	170	5	,	,	PUNCT
sc-1106	170	6	it	it	PRON
sc-1106	170	7	is	be	AUX
sc-1106	170	8	noticeable	noticeable	ADJ
sc-1106	170	9	their	their	PRON
sc-1106	170	10	influence	influence	NOUN
sc-1106	170	11	on	on	ADP
sc-1106	170	12	the	the	DET
sc-1106	170	13	use	use	NOUN
sc-1106	170	14	of	of	ADP
sc-1106	170	15	the	the	DET
sc-1106	170	16	application	application	NOUN
sc-1106	170	17	.	.	PUNCT
sc-1106	171	1	likewise	likewise	ADV
sc-1106	171	2	,	,	PUNCT
sc-1106	171	3	it	it	PRON
sc-1106	171	4	is	be	AUX
sc-1106	171	5	interesting	interesting	ADJ
sc-1106	171	6	to	to	PART
sc-1106	171	7	find	find	VERB
sc-1106	171	8	out	out	ADP
sc-1106	171	9	whether	whether	SCONJ
sc-1106	171	10	the	the	DET
sc-1106	171	11	use	use	NOUN
sc-1106	171	12	-	-	PUNCT
sc-1106	171	13	complaint	complaint	NOUN
sc-1106	171	14	relationship	relationship	NOUN
sc-1106	171	15	is	be	AUX
sc-1106	171	16	uni	uni	ADJ
sc-1106	171	17	or	or	CCONJ
sc-1106	171	18	bilateral	bilateral	ADJ
sc-1106	171	19	.	.	PUNCT
sc-1106	172	1	when	when	SCONJ
sc-1106	172	2	categorizing	categorize	VERB
sc-1106	172	3	by	by	ADP
sc-1106	172	4	type	type	NOUN
sc-1106	172	5	of	of	ADP
sc-1106	172	6	users	user	NOUN
sc-1106	172	7	,	,	PUNCT
sc-1106	172	8	as	as	SCONJ
sc-1106	172	9	seen	see	VERB
sc-1106	172	10	in	in	ADP
sc-1106	172	11	fig	fig	NOUN
sc-1106	172	12	.	.	PUNCT
sc-1106	173	1	4a	4a	NOUN
sc-1106	173	2	,	,	PUNCT
sc-1106	173	3	it	it	PRON
sc-1106	173	4	is	be	AUX
sc-1106	173	5	possible	possible	ADJ
sc-1106	173	6	to	to	PART
sc-1106	173	7	see	see	VERB
sc-1106	173	8	that	that	SCONJ
sc-1106	173	9	78.7	78.7	NUM
sc-1106	173	10	%	%	NOUN
sc-1106	173	11	of	of	ADP
sc-1106	173	12	the	the	DET
sc-1106	173	13	complainers	complainer	NOUN
sc-1106	173	14	are	be	AUX
sc-1106	173	15	people	people	NOUN
sc-1106	173	16	who	who	PRON
sc-1106	173	17	use	use	VERB
sc-1106	173	18	the	the	DET
sc-1106	173	19	app	app	NOUN
sc-1106	173	20	to	to	PART
sc-1106	173	21	make	make	VERB
sc-1106	173	22	trips	trip	NOUN
sc-1106	173	23	.	.	PUNCT
sc-1106	174	1	however	however	ADV
sc-1106	174	2	,	,	PUNCT
sc-1106	174	3	17.6	17.6	NUM
sc-1106	174	4	%	%	NOUN
sc-1106	174	5	of	of	ADP
sc-1106	174	6	app	app	NOUN
sc-1106	174	7	users	user	NOUN
sc-1106	174	8	complained	complain	VERB
sc-1106	174	9	without	without	ADP
sc-1106	174	10	ever	ever	ADV
sc-1106	174	11	having	having	AUX
sc-1106	174	12	used	use	VERB
sc-1106	174	13	it	it	PRON
sc-1106	174	14	9.9	9.9	NUM
sc-1106	174	15	%	%	NOUN
sc-1106	174	16	complained	complain	VERB
sc-1106	174	17	before	before	ADP
sc-1106	174	18	using	use	VERB
sc-1106	174	19	it	it	PRON
sc-1106	174	20	and	and	CCONJ
sc-1106	174	21	7.7	7.7	NUM
sc-1106	174	22	%	%	NOUN
sc-1106	174	23	complained	complain	VERB
sc-1106	174	24	without	without	ADP
sc-1106	174	25	ever	ever	ADV
sc-1106	174	26	having	having	AUX
sc-1106	174	27	used	use	VERB
sc-1106	174	28	it	it	PRON
sc-1106	174	29	.	.	PUNCT
sc-1106	175	1	in	in	ADP
sc-1106	175	2	addition	addition	NOUN
sc-1106	175	3	,	,	PUNCT
sc-1106	175	4	3.7	3.7	NUM
sc-1106	175	5	%	%	NOUN
sc-1106	175	6	of	of	ADP
sc-1106	175	7	complainers	complainer	NOUN
sc-1106	175	8	submit	submit	VERB
sc-1106	175	9	their	their	PRON
sc-1106	175	10	statement	statement	NOUN
sc-1106	175	11	at	at	ADP
sc-1106	175	12	the	the	DET
sc-1106	175	13	time	time	NOUN
sc-1106	175	14	of	of	ADP
sc-1106	175	15	their	their	PRON
sc-1106	175	16	first	first	ADJ
sc-1106	175	17	trip	trip	NOUN
sc-1106	175	18	.	.	PUNCT
sc-1106	176	1	to	to	PART
sc-1106	176	2	deepen	deepen	VERB
sc-1106	176	3	this	this	DET
sc-1106	176	4	connection	connection	NOUN
sc-1106	176	5	,	,	PUNCT
sc-1106	176	6	it	it	PRON
sc-1106	176	7	was	be	AUX
sc-1106	176	8	also	also	ADV
sc-1106	176	9	assessed	assess	VERB
sc-1106	176	10	the	the	DET
sc-1106	176	11	use	use	NOUN
sc-1106	176	12	of	of	ADP
sc-1106	176	13	the	the	DET
sc-1106	176	14	app	app	NOUN
sc-1106	176	15	on	on	ADP
sc-1106	176	16	trips	trip	NOUN
sc-1106	176	17	after	after	ADP
sc-1106	176	18	the	the	DET
sc-1106	176	19	last	last	ADJ
sc-1106	176	20	complaint	complaint	NOUN
sc-1106	176	21	.	.	PUNCT
sc-1106	177	1	in	in	ADP
sc-1106	177	2	fig	fig	NOUN
sc-1106	177	3	.	.	PUNCT
sc-1106	178	1	4b	4b	PROPN
sc-1106	178	2	it	it	PRON
sc-1106	178	3	can	can	AUX
sc-1106	178	4	be	be	AUX
sc-1106	178	5	seen	see	VERB
sc-1106	178	6	that	that	SCONJ
sc-1106	178	7	the	the	DET
sc-1106	178	8	majority	majority	NOUN
sc-1106	178	9	(	(	PUNCT
sc-1106	178	10	79	79	NUM
sc-1106	178	11	%	%	NOUN
sc-1106	178	12	)	)	PUNCT
sc-1106	178	13	continued	continue	VERB
sc-1106	178	14	to	to	PART
sc-1106	178	15	use	use	VERB
sc-1106	178	16	anda	anda	PROPN
sc-1106	178	17	,	,	PUNCT
sc-1106	178	18	but	but	CCONJ
sc-1106	178	19	21	21	NUM
sc-1106	178	20	%	%	NOUN
sc-1106	178	21	did	do	AUX
sc-1106	178	22	not	not	PART
sc-1106	178	23	do	do	VERB
sc-1106	178	24	it	it	PRON
sc-1106	178	25	again	again	ADV
sc-1106	178	26	.	.	PUNCT
sc-1106	179	1	3.2	3.2	NUM
sc-1106	179	2	.	.	PUNCT
sc-1106	180	1	usability	usability	NOUN
sc-1106	180	2	testing	testing	NOUN
sc-1106	180	3	in	in	ADP
sc-1106	180	4	carrying	carry	VERB
sc-1106	180	5	out	out	ADP
sc-1106	180	6	the	the	DET
sc-1106	180	7	usability	usability	NOUN
sc-1106	180	8	test	test	NOUN
sc-1106	180	9	,	,	PUNCT
sc-1106	180	10	four	four	NUM
sc-1106	180	11	people	people	NOUN
sc-1106	180	12	who	who	PRON
sc-1106	180	13	use	use	VERB
sc-1106	180	14	anda	anda	PROPN
sc-1106	180	15	on	on	ADP
sc-1106	180	16	their	their	PRON
sc-1106	180	17	usual	usual	ADJ
sc-1106	180	18	trips	trip	NOUN
sc-1106	180	19	regular	regular	ADJ
sc-1106	180	20	users	user	NOUN
sc-1106	180	21	and	and	CCONJ
sc-1106	180	22	four	four	NUM
sc-1106	180	23	people	people	NOUN
sc-1106	180	24	who	who	PRON
sc-1106	180	25	had	have	AUX
sc-1106	180	26	never	never	ADV
sc-1106	180	27	been	be	AUX
sc-1106	180	28	in	in	ADP
sc-1106	180	29	contact	contact	NOUN
sc-1106	180	30	with	with	ADP
sc-1106	180	31	the	the	DET
sc-1106	180	32	app	app	NOUN
sc-1106	180	33	first	first	ADJ
sc-1106	180	34	-	-	PUNCT
sc-1106	180	35	time	time	NOUN
sc-1106	180	36	users	user	NOUN
sc-1106	180	37	were	be	AUX
sc-1106	180	38	selected	select	VERB
sc-1106	180	39	.	.	PUNCT
sc-1106	181	1	the	the	DET
sc-1106	181	2	choice	choice	NOUN
sc-1106	181	3	of	of	ADP
sc-1106	181	4	participants	participant	NOUN
sc-1106	181	5	took	take	VERB
sc-1106	181	6	into	into	ADP
sc-1106	181	7	account	account	NOUN
sc-1106	181	8	some	some	DET
sc-1106	181	9	aspects	aspect	NOUN
sc-1106	181	10	that	that	PRON
sc-1106	181	11	were	be	AUX
sc-1106	181	12	relevant	relevant	ADJ
sc-1106	181	13	to	to	PART
sc-1106	181	14	be	be	AUX
sc-1106	181	15	analyzed	analyze	VERB
sc-1106	181	16	.	.	PUNCT
sc-1106	182	1	demographically	demographically	ADV
sc-1106	182	2	,	,	PUNCT
sc-1106	182	3	people	people	NOUN
sc-1106	182	4	of	of	ADP
sc-1106	182	5	both	both	DET
sc-1106	182	6	genders	gender	NOUN
sc-1106	182	7	and	and	CCONJ
sc-1106	182	8	all	all	DET
sc-1106	182	9	age	age	NOUN
sc-1106	182	10	groups	group	NOUN
sc-1106	182	11	were	be	AUX
sc-1106	182	12	selected	select	VERB
sc-1106	182	13	in	in	ADP
sc-1106	182	14	order	order	NOUN
sc-1106	182	15	to	to	PART
sc-1106	182	16	get	get	VERB
sc-1106	182	17	in	in	ADP
sc-1106	182	18	what	what	DET
sc-1106	182	19	sense	sense	NOUN
sc-1106	182	20	the	the	DET
sc-1106	182	21	existing	exist	VERB
sc-1106	182	22	problems	problem	NOUN
sc-1106	182	23	can	can	AUX
sc-1106	182	24	result	result	VERB
sc-1106	182	25	from	from	ADP
sc-1106	182	26	generational	generational	ADJ
sc-1106	182	27	differences	difference	NOUN
sc-1106	182	28	.	.	PUNCT
sc-1106	183	1	participants	participant	NOUN
sc-1106	183	2	with	with	ADP
sc-1106	183	3	different	different	ADJ
sc-1106	183	4	degrees	degree	NOUN
sc-1106	183	5	of	of	ADP
sc-1106	183	6	knowledge	knowledge	NOUN
sc-1106	183	7	of	of	ADP
sc-1106	183	8	the	the	DET
sc-1106	183	9	intermodal	intermodal	ADJ
sc-1106	183	10	andante	andante	NOUN
sc-1106	183	11	system	system	NOUN
sc-1106	183	12	were	be	AUX
sc-1106	183	13	also	also	ADV
sc-1106	183	14	chosen	choose	VERB
sc-1106	183	15	.	.	PUNCT
sc-1106	184	1	on	on	ADP
sc-1106	184	2	the	the	DET
sc-1106	184	3	one	one	NUM
sc-1106	184	4	hand	hand	NOUN
sc-1106	184	5	,	,	PUNCT
sc-1106	184	6	participants	participant	NOUN
sc-1106	184	7	were	be	AUX
sc-1106	184	8	selected	select	VERB
sc-1106	184	9	who	who	PRON
sc-1106	184	10	usually	usually	ADV
sc-1106	184	11	know	know	VERB
sc-1106	184	12	and	and	CCONJ
sc-1106	184	13	use	use	VERB
sc-1106	184	14	this	this	DET
sc-1106	184	15	transport	transport	NOUN
sc-1106	184	16	network	network	NOUN
sc-1106	184	17	and	and	CCONJ
sc-1106	184	18	,	,	PUNCT
sc-1106	184	19	on	on	ADP
sc-1106	184	20	the	the	DET
sc-1106	184	21	other	other	ADJ
sc-1106	184	22	hand	hand	NOUN
sc-1106	184	23	,	,	PUNCT
sc-1106	184	24	participants	participant	NOUN
sc-1106	184	25	who	who	PRON
sc-1106	184	26	use	use	VERB
sc-1106	184	27	public	public	ADJ
sc-1106	184	28	transport	transport	NOUN
sc-1106	184	29	but	but	CCONJ
sc-1106	184	30	with	with	ADP
sc-1106	184	31	less	less	ADJ
sc-1106	184	32	regularity	regularity	NOUN
sc-1106	184	33	.	.	PUNCT
sc-1106	185	1	all	all	DET
sc-1106	185	2	regular	regular	ADJ
sc-1106	185	3	figure	figure	NOUN
sc-1106	185	4	1	1	NUM
sc-1106	185	5	.	.	PUNCT
sc-1106	185	6	number	number	NOUN
sc-1106	185	7	of	of	ADP
sc-1106	185	8	users	user	NOUN
sc-1106	185	9	vs.	vs.	ADP
sc-1106	185	10	number	number	NOUN
sc-1106	185	11	of	of	ADP
sc-1106	185	12	complaints	complaint	NOUN
sc-1106	185	13	,	,	PUNCT
sc-1106	185	14	per	per	ADP
sc-1106	185	15	month	month	NOUN
sc-1106	185	16	a	a	DET
sc-1106	185	17	b	b	NOUN
sc-1106	185	18	figure	figure	NOUN
sc-1106	185	19	4	4	NUM
sc-1106	185	20	.	.	PUNCT
sc-1106	185	21	a.	a.	NOUN
sc-1106	185	22	types	type	NOUN
sc-1106	185	23	of	of	ADP
sc-1106	185	24	complainers	complainer	NOUN
sc-1106	185	25	;	;	PUNCT
sc-1106	185	26	b.	b.	PROPN
sc-1106	185	27	effect	effect	NOUN
sc-1106	185	28	of	of	ADP
sc-1106	185	29	the	the	DET
sc-1106	185	30	last	last	ADJ
sc-1106	185	31	complaint	complaint	NOUN
sc-1106	185	32	eai	eai	PROPN
sc-1106	185	33	endorsed	endorse	VERB
sc-1106	185	34	transactions	transaction	NOUN
sc-1106	185	35	on	on	ADP
sc-1106	185	36	smart	smart	ADJ
sc-1106	185	37	cities	city	NOUN
sc-1106	185	38	04	04	NUM
sc-1106	185	39	2021	2021	NUM
sc-1106	185	40	08	08	NUM
sc-1106	185	41	2021	2021	NUM
sc-1106	185	42	|	|	ADV
sc-1106	185	43	volume	volume	NOUN
sc-1106	185	44	5	5	NUM
sc-1106	185	45	|	|	ADV
sc-1106	185	46	issue	issue	VERB
sc-1106	185	47	15	15	NUM
sc-1106	186	1	|	|	ADV
sc-1106	186	2	e5	e5	PROPN
sc-1106	186	3	marta	marta	PROPN
sc-1106	186	4	campos	campos	PROPN
sc-1106	186	5	ferreira	ferreira	PROPN
sc-1106	186	6	,	,	PUNCT
sc-1106	186	7	catarina	catarina	PROPN
sc-1106	186	8	ferreira	ferreira	PROPN
sc-1106	186	9	and	and	CCONJ
sc-1106	186	10	teresa	teresa	PROPN
sc-1106	186	11	galvão	galvão	NOUN
sc-1106	186	12	dias	dias	PROPN
sc-1106	186	13	6	6	NUM
sc-1106	186	14	users	user	NOUN
sc-1106	186	15	chosen	choose	VERB
sc-1106	186	16	are	be	AUX
sc-1106	186	17	customers	customer	NOUN
sc-1106	186	18	who	who	PRON
sc-1106	186	19	have	have	AUX
sc-1106	186	20	been	be	AUX
sc-1106	186	21	using	use	VERB
sc-1106	186	22	the	the	DET
sc-1106	186	23	app	app	NOUN
sc-1106	186	24	for	for	ADP
sc-1106	186	25	at	at	ADV
sc-1106	186	26	least	least	ADV
sc-1106	186	27	a	a	PRON
sc-1106	186	28	year	year	NOUN
sc-1106	186	29	.	.	PUNCT
sc-1106	187	1	another	another	DET
sc-1106	187	2	aspect	aspect	NOUN
sc-1106	187	3	that	that	PRON
sc-1106	187	4	was	be	AUX
sc-1106	187	5	considered	consider	VERB
sc-1106	187	6	in	in	ADP
sc-1106	187	7	the	the	DET
sc-1106	187	8	choice	choice	NOUN
sc-1106	187	9	of	of	ADP
sc-1106	187	10	the	the	DET
sc-1106	187	11	test	test	NOUN
sc-1106	187	12	participants	participant	NOUN
sc-1106	187	13	concerns	concern	VERB
sc-1106	187	14	the	the	DET
sc-1106	187	15	complaints	complaint	NOUN
sc-1106	187	16	made	make	VERB
sc-1106	187	17	to	to	ADP
sc-1106	187	18	the	the	DET
sc-1106	187	19	application	application	NOUN
sc-1106	187	20	,	,	PUNCT
sc-1106	187	21	during	during	ADP
sc-1106	187	22	the	the	DET
sc-1106	187	23	period	period	NOUN
sc-1106	187	24	under	under	ADP
sc-1106	187	25	analysis	analysis	NOUN
sc-1106	187	26	september	september	PROPN
sc-1106	187	27	2019	2019	NUM
sc-1106	187	28	to	to	ADP
sc-1106	187	29	february	february	PROPN
sc-1106	187	30	2020	2020	NUM
sc-1106	187	31	.	.	PUNCT
sc-1106	188	1	from	from	ADP
sc-1106	188	2	the	the	DET
sc-1106	188	3	regular	regular	ADJ
sc-1106	188	4	users	user	NOUN
sc-1106	188	5	,	,	PUNCT
sc-1106	188	6	some	some	PRON
sc-1106	188	7	were	be	AUX
sc-1106	188	8	chosen	choose	VERB
sc-1106	188	9	who	who	PRON
sc-1106	188	10	presented	present	VERB
sc-1106	188	11	complaints	complaint	NOUN
sc-1106	188	12	in	in	ADP
sc-1106	188	13	that	that	DET
sc-1106	188	14	period	period	NOUN
sc-1106	188	15	and	and	CCONJ
sc-1106	188	16	others	other	NOUN
sc-1106	188	17	who	who	PRON
sc-1106	188	18	did	do	VERB
sc-1106	188	19	not	not	PART
sc-1106	188	20	.	.	PUNCT
sc-1106	189	1	the	the	DET
sc-1106	189	2	demographic	demographic	ADJ
sc-1106	189	3	information	information	NOUN
sc-1106	189	4	of	of	ADP
sc-1106	189	5	the	the	DET
sc-1106	189	6	participants	participant	NOUN
sc-1106	189	7	,	,	PUNCT
sc-1106	189	8	as	as	ADV
sc-1106	189	9	well	well	ADV
sc-1106	189	10	as	as	ADP
sc-1106	189	11	their	their	PRON
sc-1106	189	12	level	level	NOUN
sc-1106	189	13	of	of	ADP
sc-1106	189	14	knowledge	knowledge	NOUN
sc-1106	189	15	of	of	ADP
sc-1106	189	16	andante	andante	PROPN
sc-1106	189	17	,	,	PUNCT
sc-1106	189	18	and	and	CCONJ
sc-1106	189	19	the	the	DET
sc-1106	189	20	complaints	complaint	NOUN
sc-1106	189	21	presented	present	VERB
sc-1106	189	22	to	to	ADP
sc-1106	189	23	anda	anda	PROPN
sc-1106	189	24	are	be	AUX
sc-1106	189	25	detailed	detail	VERB
sc-1106	189	26	in	in	ADP
sc-1106	189	27	table	table	NOUN
sc-1106	189	28	1	1	NUM
sc-1106	189	29	and	and	CCONJ
sc-1106	189	30	table	table	NOUN
sc-1106	189	31	2	2	NUM
sc-1106	189	32	respectively	respectively	ADV
sc-1106	189	33	.	.	PUNCT
sc-1106	190	1	table	table	NOUN
sc-1106	190	2	1	1	NUM
sc-1106	190	3	.	.	PUNCT
sc-1106	190	4	test	test	NOUN
sc-1106	190	5	participants	participant	NOUN
sc-1106	190	6	demographics	demographic	NOUN
sc-1106	190	7	.	.	PUNCT
sc-1106	191	1	table	table	NOUN
sc-1106	191	2	2	2	NUM
sc-1106	191	3	.	.	PUNCT
sc-1106	191	4	test	test	NOUN
sc-1106	191	5	participants	participant	NOUN
sc-1106	191	6	knowledge	knowledge	NOUN
sc-1106	191	7	of	of	ADP
sc-1106	191	8	andante	andante	PROPN
sc-1106	191	9	system	system	PROPN
sc-1106	191	10	first	first	ADJ
sc-1106	191	11	-	-	PUNCT
sc-1106	191	12	time	time	NOUN
sc-1106	191	13	users	user	NOUN
sc-1106	191	14	regular	regular	ADJ
sc-1106	191	15	users	user	NOUN
sc-1106	191	16	inexistent	inexistent	ADJ
sc-1106	191	17	0	0	PUNCT
sc-1106	191	18	0	0	NUM
sc-1106	192	1	little	little	ADJ
sc-1106	192	2	1	1	NUM
sc-1106	192	3	0	0	NUM
sc-1106	192	4	reasonable	reasonable	ADJ
sc-1106	192	5	1	1	NUM
sc-1106	192	6	0	0	NUM
sc-1106	192	7	good	good	ADJ
sc-1106	192	8	1	1	NUM
sc-1106	192	9	1	1	NUM
sc-1106	192	10	very	very	ADV
sc-1106	192	11	good	good	ADJ
sc-1106	192	12	1	1	NUM
sc-1106	192	13	3	3	NUM
sc-1106	192	14	through	through	ADP
sc-1106	192	15	the	the	DET
sc-1106	192	16	performance	performance	NOUN
sc-1106	192	17	of	of	ADP
sc-1106	192	18	usability	usability	NOUN
sc-1106	192	19	tests	test	NOUN
sc-1106	192	20	,	,	PUNCT
sc-1106	192	21	the	the	DET
sc-1106	192	22	perception	perception	NOUN
sc-1106	192	23	of	of	ADP
sc-1106	192	24	a	a	DET
sc-1106	192	25	significant	significant	ADJ
sc-1106	192	26	difference	difference	NOUN
sc-1106	192	27	in	in	ADP
sc-1106	192	28	the	the	DET
sc-1106	192	29	behaviour	behaviour	NOUN
sc-1106	192	30	of	of	ADP
sc-1106	192	31	regular	regular	ADJ
sc-1106	192	32	users	user	NOUN
sc-1106	192	33	and	and	CCONJ
sc-1106	192	34	first	first	ADJ
sc-1106	192	35	-	-	PUNCT
sc-1106	192	36	time	time	NOUN
sc-1106	192	37	users	user	NOUN
sc-1106	192	38	was	be	AUX
sc-1106	192	39	clear	clear	ADJ
sc-1106	192	40	(	(	PUNCT
sc-1106	192	41	see	see	VERB
sc-1106	192	42	fig	fig	NOUN
sc-1106	192	43	.	.	PUNCT
sc-1106	193	1	6	6	NUM
sc-1106	193	2	and	and	CCONJ
sc-1106	193	3	fig	fig	NOUN
sc-1106	193	4	.	.	PUNCT
sc-1106	194	1	7	7	NUM
sc-1106	194	2	)	)	PUNCT
sc-1106	194	3	.	.	PUNCT
sc-1106	195	1	while	while	SCONJ
sc-1106	195	2	the	the	DET
sc-1106	195	3	experts	expert	NOUN
sc-1106	195	4	are	be	AUX
sc-1106	195	5	very	very	ADV
sc-1106	195	6	comfortable	comfortable	ADJ
sc-1106	195	7	navigating	navigate	VERB
sc-1106	195	8	the	the	DET
sc-1106	195	9	app	app	NOUN
sc-1106	195	10	and	and	CCONJ
sc-1106	195	11	accessing	access	VERB
sc-1106	195	12	the	the	DET
sc-1106	195	13	various	various	ADJ
sc-1106	195	14	screens	screen	NOUN
sc-1106	195	15	available	available	ADJ
sc-1106	195	16	,	,	PUNCT
sc-1106	195	17	consumers	consumer	NOUN
sc-1106	195	18	who	who	PRON
sc-1106	195	19	had	have	AUX
sc-1106	195	20	never	never	ADV
sc-1106	195	21	been	be	AUX
sc-1106	195	22	in	in	ADP
sc-1106	195	23	contact	contact	NOUN
sc-1106	195	24	with	with	ADP
sc-1106	195	25	anda	anda	PROPN
sc-1106	195	26	felt6060	felt6060	PROPN
sc-1106	195	27	more	more	ADV
sc-1106	195	28	lost	lose	VERB
sc-1106	195	29	and	and	CCONJ
sc-1106	195	30	insecure	insecure	ADJ
sc-1106	195	31	during	during	ADP
sc-1106	195	32	the	the	DET
sc-1106	195	33	test	test	NOUN
sc-1106	195	34	.	.	PUNCT
sc-1106	196	1	behind	behind	ADP
sc-1106	196	2	this	this	DET
sc-1106	196	3	problem	problem	NOUN
sc-1106	196	4	is	be	AUX
sc-1106	196	5	the	the	DET
sc-1106	196	6	lack	lack	NOUN
sc-1106	196	7	of	of	ADP
sc-1106	196	8	guidance	guidance	NOUN
sc-1106	196	9	for	for	ADP
sc-1106	196	10	users	user	NOUN
sc-1106	196	11	in	in	ADP
sc-1106	196	12	the	the	DET
sc-1106	196	13	first	first	ADJ
sc-1106	196	14	interaction	interaction	NOUN
sc-1106	196	15	with	with	ADP
sc-1106	196	16	the	the	DET
sc-1106	196	17	app	app	NOUN
sc-1106	196	18	.	.	PUNCT
sc-1106	197	1	the	the	DET
sc-1106	197	2	need	need	NOUN
sc-1106	197	3	for	for	ADP
sc-1106	197	4	a	a	DET
sc-1106	197	5	feature	feature	NOUN
sc-1106	197	6	or	or	CCONJ
sc-1106	197	7	screen	screen	NOUN
sc-1106	197	8	that	that	PRON
sc-1106	197	9	explains	explain	VERB
sc-1106	197	10	how	how	SCONJ
sc-1106	197	11	to	to	PART
sc-1106	197	12	use	use	VERB
sc-1106	197	13	the	the	DET
sc-1106	197	14	app	app	NOUN
sc-1106	197	15	makes	make	VERB
sc-1106	197	16	the	the	DET
sc-1106	197	17	entire	entire	ADJ
sc-1106	197	18	user	user	NOUN
sc-1106	197	19	experience	experience	NOUN
sc-1106	197	20	based	base	VERB
sc-1106	197	21	on	on	ADP
sc-1106	197	22	a	a	DET
sc-1106	197	23	long	long	ADJ
sc-1106	197	24	and	and	CCONJ
sc-1106	197	25	timeconsuming	timeconsuming	ADJ
sc-1106	197	26	trial	trial	NOUN
sc-1106	197	27	and	and	CCONJ
sc-1106	197	28	error	error	NOUN
sc-1106	197	29	approach	approach	NOUN
sc-1106	197	30	.	.	PUNCT
sc-1106	198	1	the	the	DET
sc-1106	198	2	technical	technical	ADJ
sc-1106	198	3	problems	problem	NOUN
sc-1106	198	4	arising	arise	VERB
sc-1106	198	5	from	from	ADP
sc-1106	198	6	the	the	DET
sc-1106	198	7	interaction	interaction	NOUN
sc-1106	198	8	with	with	ADP
sc-1106	198	9	the	the	DET
sc-1106	198	10	app	app	NOUN
sc-1106	198	11	–	–	PUNCT
sc-1106	198	12	be	be	AUX
sc-1106	198	13	it	it	PRON
sc-1106	198	14	the	the	DET
sc-1106	198	15	long	long	ADJ
sc-1106	198	16	activation	activation	NOUN
sc-1106	198	17	time	time	NOUN
sc-1106	198	18	of	of	ADP
sc-1106	198	19	payment	payment	NOUN
sc-1106	198	20	methods	method	NOUN
sc-1106	198	21	,	,	PUNCT
sc-1106	198	22	the	the	DET
sc-1106	198	23	inability	inability	NOUN
sc-1106	198	24	to	to	PART
sc-1106	198	25	end	end	VERB
sc-1106	198	26	the	the	DET
sc-1106	198	27	trip	trip	NOUN
sc-1106	198	28	immediately	immediately	ADV
sc-1106	198	29	,	,	PUNCT
sc-1106	198	30	the	the	DET
sc-1106	198	31	difficulty	difficulty	NOUN
sc-1106	198	32	in	in	ADP
sc-1106	198	33	understanding	understand	VERB
sc-1106	198	34	whether	whether	SCONJ
sc-1106	198	35	the	the	DET
sc-1106	198	36	password	password	NOUN
sc-1106	198	37	has	have	AUX
sc-1106	198	38	been	be	AUX
sc-1106	198	39	changed	change	VERB
sc-1106	198	40	,	,	PUNCT
sc-1106	198	41	among	among	ADP
sc-1106	198	42	other	other	ADJ
sc-1106	198	43	are	be	AUX
sc-1106	198	44	concerns	concern	NOUN
sc-1106	198	45	that	that	PRON
sc-1106	198	46	must	must	AUX
sc-1106	198	47	be	be	AUX
sc-1106	198	48	addressed	address	VERB
sc-1106	198	49	.	.	PUNCT
sc-1106	199	1	the	the	PRON
sc-1106	199	2	greater	great	ADJ
sc-1106	199	3	the	the	DET
sc-1106	199	4	number	number	NOUN
sc-1106	199	5	of	of	ADP
sc-1106	199	6	usability	usability	NOUN
sc-1106	199	7	problems	problem	NOUN
sc-1106	199	8	that	that	PRON
sc-1106	199	9	users	user	NOUN
sc-1106	199	10	encounter	encounter	VERB
sc-1106	199	11	,	,	PUNCT
sc-1106	199	12	the	the	PRON
sc-1106	199	13	greater	great	ADJ
sc-1106	199	14	their	their	PRON
sc-1106	199	15	dissatisfaction	dissatisfaction	NOUN
sc-1106	199	16	with	with	ADP
sc-1106	199	17	the	the	DET
sc-1106	199	18	app	app	NOUN
sc-1106	199	19	will	will	AUX
sc-1106	199	20	become	become	VERB
sc-1106	199	21	and	and	CCONJ
sc-1106	199	22	consequently	consequently	ADV
sc-1106	199	23	,	,	PUNCT
sc-1106	199	24	the	the	PRON
sc-1106	199	25	greater	great	ADJ
sc-1106	199	26	the	the	DET
sc-1106	199	27	likelihood	likelihood	NOUN
sc-1106	199	28	that	that	SCONJ
sc-1106	199	29	they	they	PRON
sc-1106	199	30	will	will	AUX
sc-1106	199	31	churn	churn	VERB
sc-1106	199	32	the	the	DET
sc-1106	199	33	service	service	NOUN
sc-1106	199	34	.	.	PUNCT
sc-1106	200	1	the	the	DET
sc-1106	200	2	fact	fact	NOUN
sc-1106	200	3	that	that	SCONJ
sc-1106	200	4	users	user	NOUN
sc-1106	200	5	feel	feel	VERB
sc-1106	200	6	that	that	SCONJ
sc-1106	200	7	sending	send	VERB
sc-1106	200	8	a	a	DET
sc-1106	200	9	crash	crash	NOUN
sc-1106	200	10	report	report	NOUN
sc-1106	200	11	will	will	AUX
sc-1106	200	12	not	not	PART
sc-1106	200	13	be	be	AUX
sc-1106	200	14	effective	effective	ADJ
sc-1106	200	15	is	be	AUX
sc-1106	200	16	also	also	ADV
sc-1106	200	17	a	a	DET
sc-1106	200	18	problem	problem	NOUN
sc-1106	200	19	that	that	PRON
sc-1106	200	20	must	must	AUX
sc-1106	200	21	be	be	AUX
sc-1106	200	22	avoided	avoid	VERB
sc-1106	200	23	.	.	PUNCT
sc-1106	201	1	complaints	complaint	NOUN
sc-1106	201	2	to	to	ADP
sc-1106	201	3	the	the	DET
sc-1106	201	4	service	service	NOUN
sc-1106	201	5	aim	aim	VERB
sc-1106	201	6	to	to	PART
sc-1106	201	7	understand	understand	VERB
sc-1106	201	8	the	the	DET
sc-1106	201	9	problems	problem	NOUN
sc-1106	201	10	that	that	PRON
sc-1106	201	11	arise	arise	VERB
sc-1106	201	12	during	during	ADP
sc-1106	201	13	the	the	DET
sc-1106	201	14	use	use	NOUN
sc-1106	201	15	of	of	ADP
sc-1106	201	16	anda	anda	PROPN
sc-1106	201	17	so	so	SCONJ
sc-1106	201	18	that	that	SCONJ
sc-1106	201	19	they	they	PRON
sc-1106	201	20	can	can	AUX
sc-1106	201	21	be	be	AUX
sc-1106	201	22	resolved	resolve	VERB
sc-1106	201	23	.	.	PUNCT
sc-1106	202	1	when	when	SCONJ
sc-1106	202	2	customers	customer	NOUN
sc-1106	202	3	feel	feel	VERB
sc-1106	202	4	that	that	SCONJ
sc-1106	202	5	their	their	PRON
sc-1106	202	6	statements	statement	NOUN
sc-1106	202	7	will	will	AUX
sc-1106	202	8	not	not	PART
sc-1106	202	9	be	be	AUX
sc-1106	202	10	analysed	analyse	VERB
sc-1106	202	11	and	and	CCONJ
sc-1106	202	12	that	that	SCONJ
sc-1106	202	13	their	their	PRON
sc-1106	202	14	opinion	opinion	NOUN
sc-1106	202	15	is	be	AUX
sc-1106	202	16	not	not	PART
sc-1106	202	17	relevant	relevant	ADJ
sc-1106	202	18	to	to	ADP
sc-1106	202	19	the	the	DET
sc-1106	202	20	service	service	NOUN
sc-1106	202	21	,	,	PUNCT
sc-1106	202	22	they	they	PRON
sc-1106	202	23	can	can	AUX
sc-1106	202	24	abandon	abandon	VERB
sc-1106	202	25	the	the	DET
sc-1106	202	26	app	app	NOUN
sc-1106	202	27	.	.	PUNCT
sc-1106	203	1	finally	finally	ADV
sc-1106	203	2	,	,	PUNCT
sc-1106	203	3	in	in	ADP
sc-1106	203	4	addition	addition	NOUN
sc-1106	203	5	to	to	ADP
sc-1106	203	6	the	the	DET
sc-1106	203	7	problems	problem	NOUN
sc-1106	203	8	already	already	ADV
sc-1106	203	9	mentioned	mention	VERB
sc-1106	203	10	,	,	PUNCT
sc-1106	203	11	users	user	NOUN
sc-1106	203	12	said	say	VERB
sc-1106	203	13	that	that	SCONJ
sc-1106	203	14	the	the	DET
sc-1106	203	15	lack	lack	NOUN
sc-1106	203	16	of	of	ADP
sc-1106	203	17	exposure	exposure	NOUN
sc-1106	203	18	to	to	ADP
sc-1106	203	19	the	the	DET
sc-1106	203	20	app	app	NOUN
sc-1106	203	21	is	be	AUX
sc-1106	203	22	the	the	DET
sc-1106	203	23	main	main	ADJ
sc-1106	203	24	cause	cause	NOUN
sc-1106	203	25	of	of	ADP
sc-1106	203	26	little	little	ADJ
sc-1106	203	27	use	use	NOUN
sc-1106	203	28	of	of	ADP
sc-1106	203	29	anda	anda	PROPN
sc-1106	203	30	.	.	PUNCT
sc-1106	204	1	regular	regular	ADJ
sc-1106	204	2	users	user	NOUN
sc-1106	204	3	have	have	AUX
sc-1106	204	4	reported	report	VERB
sc-1106	204	5	that	that	SCONJ
sc-1106	204	6	they	they	PRON
sc-1106	204	7	generally	generally	ADV
sc-1106	204	8	need	need	VERB
sc-1106	204	9	to	to	PART
sc-1106	204	10	present	present	VERB
sc-1106	204	11	and	and	CCONJ
sc-1106	204	12	explain	explain	VERB
sc-1106	204	13	to	to	ADP
sc-1106	204	14	others	other	NOUN
sc-1106	204	15	who	who	PRON
sc-1106	204	16	travel	travel	VERB
sc-1106	204	17	with	with	ADP
sc-1106	204	18	them	they	PRON
sc-1106	204	19	that	that	SCONJ
sc-1106	204	20	it	it	PRON
sc-1106	204	21	is	be	AUX
sc-1106	204	22	possible	possible	ADJ
sc-1106	204	23	to	to	PART
sc-1106	204	24	travel	travel	VERB
sc-1106	204	25	on	on	ADP
sc-1106	204	26	tip	tip	NOUN
sc-1106	204	27	through	through	ADP
sc-1106	204	28	a	a	DET
sc-1106	204	29	mobile	mobile	ADJ
sc-1106	204	30	ticket	ticket	NOUN
sc-1106	204	31	application	application	NOUN
sc-1106	204	32	.	.	PUNCT
sc-1106	205	1	in	in	ADP
sc-1106	205	2	this	this	DET
sc-1106	205	3	sense	sense	NOUN
sc-1106	205	4	,	,	PUNCT
sc-1106	205	5	they	they	PRON
sc-1106	205	6	consider	consider	VERB
sc-1106	205	7	that	that	SCONJ
sc-1106	205	8	the	the	DET
sc-1106	205	9	realization	realization	NOUN
sc-1106	205	10	of	of	ADP
sc-1106	205	11	advertising	advertising	NOUN
sc-1106	205	12	campaigns	campaign	NOUN
sc-1106	205	13	directed	direct	VERB
sc-1106	205	14	to	to	ADP
sc-1106	205	15	different	different	ADJ
sc-1106	205	16	types	type	NOUN
sc-1106	205	17	of	of	ADP
sc-1106	205	18	users	user	NOUN
sc-1106	205	19	students	student	NOUN
sc-1106	205	20	,	,	PUNCT
sc-1106	205	21	families	family	NOUN
sc-1106	205	22	,	,	PUNCT
sc-1106	205	23	the	the	DET
sc-1106	205	24	elderly	elderly	ADJ
sc-1106	205	25	,	,	PUNCT
sc-1106	205	26	etc	etc	X
sc-1106	205	27	.	.	X
sc-1106	206	1	it	it	PRON
sc-1106	206	2	would	would	AUX
sc-1106	206	3	be	be	AUX
sc-1106	206	4	an	an	DET
sc-1106	206	5	asset	asset	NOUN
sc-1106	206	6	.	.	PUNCT
sc-1106	207	1	first	first	ADJ
sc-1106	207	2	-	-	PUNCT
sc-1106	207	3	time	time	NOUN
sc-1106	207	4	users	user	NOUN
sc-1106	207	5	regular	regular	ADJ
sc-1106	207	6	users	user	NOUN
sc-1106	207	7	complainers	complainer	NOUN
sc-1106	207	8	noncomplainers	noncomplainer	NOUN
sc-1106	207	9	age	age	NOUN
sc-1106	208	1	f	f	PROPN
sc-1106	208	2	m	m	VERB
sc-1106	208	3	f	f	NOUN
sc-1106	208	4	m	m	VERB
sc-1106	208	5	f	f	PROPN
sc-1106	208	6	m	m	VERB
sc-1106	208	7	18	18	NUM
sc-1106	208	8	-	-	SYM
sc-1106	208	9	29	29	NUM
sc-1106	208	10	2	2	NUM
sc-1106	208	11	1	1	NUM
sc-1106	208	12	0	0	NUM
sc-1106	208	13	0	0	NUM
sc-1106	208	14	0	0	NUM
sc-1106	208	15	1	1	NUM
sc-1106	208	16	30	30	NUM
sc-1106	208	17	-	-	SYM
sc-1106	208	18	44	44	NUM
sc-1106	208	19	0	0	NUM
sc-1106	208	20	0	0	NUM
sc-1106	208	21	1	1	NUM
sc-1106	208	22	0	0	NUM
sc-1106	208	23	0	0	NUM
sc-1106	208	24	0	0	NUM
sc-1106	208	25	45	45	NUM
sc-1106	208	26	-	-	SYM
sc-1106	208	27	59	59	NUM
sc-1106	208	28	1	1	NUM
sc-1106	208	29	0	0	NUM
sc-1106	208	30	0	0	NUM
sc-1106	208	31	1	1	NUM
sc-1106	208	32	0	0	NUM
sc-1106	208	33	0	0	NUM
sc-1106	208	34	60	60	NUM
sc-1106	208	35	or	or	CCONJ
sc-1106	208	36	+	+	SYM
sc-1106	208	37	0	0	NUM
sc-1106	208	38	0	0	NUM
sc-1106	208	39	0	0	NUM
sc-1106	208	40	0	0	NUM
sc-1106	208	41	1	1	NUM
sc-1106	208	42	0	0	NUM
sc-1106	208	43	figure	figure	NOUN
sc-1106	208	44	5	5	NUM
sc-1106	208	45	.	.	PUNCT
sc-1106	208	46	perceived	perceive	VERB
sc-1106	208	47	difficulty	difficulty	NOUN
sc-1106	208	48	of	of	ADP
sc-1106	208	49	tasks	task	NOUN
sc-1106	208	50	performed	perform	VERB
sc-1106	208	51	figure	figure	NOUN
sc-1106	208	52	6	6	NUM
sc-1106	208	53	.	.	PUNCT
sc-1106	208	54	perceived	perceive	VERB
sc-1106	208	55	usefulness	usefulness	NOUN
sc-1106	208	56	of	of	ADP
sc-1106	208	57	tasks	task	NOUN
sc-1106	208	58	performed	perform	VERB
sc-1106	208	59	eai	eai	PROPN
sc-1106	208	60	endorsed	endorse	VERB
sc-1106	208	61	transactions	transaction	NOUN
sc-1106	208	62	on	on	ADP
sc-1106	208	63	smart	smart	ADJ
sc-1106	208	64	cities	city	NOUN
sc-1106	208	65	04	04	NUM
sc-1106	208	66	2021	2021	NUM
sc-1106	208	67	08	08	NUM
sc-1106	208	68	2021	2021	NUM
sc-1106	208	69	|	|	ADV
sc-1106	208	70	volume	volume	NOUN
sc-1106	208	71	5	5	NUM
sc-1106	208	72	|	|	ADV
sc-1106	208	73	issue	issue	VERB
sc-1106	208	74	15	15	NUM
sc-1106	209	1	|	|	ADV
sc-1106	209	2	e5	e5	INTJ
sc-1106	209	3	towards	towards	ADP
sc-1106	209	4	strategies	strategy	NOUN
sc-1106	209	5	to	to	PART
sc-1106	209	6	capture	capture	VERB
sc-1106	209	7	and	and	CCONJ
sc-1106	209	8	retain	retain	VERB
sc-1106	209	9	mobile	mobile	ADJ
sc-1106	209	10	ticketing	ticket	VERB
sc-1106	209	11	customers	customer	NOUN
sc-1106	209	12	7	7	NUM
sc-1106	209	13	4	4	NUM
sc-1106	209	14	.	.	PUNCT
sc-1106	210	1	discussion	discussion	VERB
sc-1106	210	2	the	the	DET
sc-1106	210	3	analysis	analysis	NOUN
sc-1106	210	4	of	of	ADP
sc-1106	210	5	the	the	DET
sc-1106	210	6	complaints	complaint	NOUN
sc-1106	210	7	and	and	CCONJ
sc-1106	210	8	usability	usability	NOUN
sc-1106	210	9	tests	test	NOUN
sc-1106	210	10	opens	open	VERB
sc-1106	210	11	the	the	DET
sc-1106	210	12	ground	ground	NOUN
sc-1106	210	13	for	for	ADP
sc-1106	210	14	several	several	ADJ
sc-1106	210	15	reflections	reflection	NOUN
sc-1106	210	16	and	and	CCONJ
sc-1106	210	17	sets	set	VERB
sc-1106	210	18	the	the	DET
sc-1106	210	19	path	path	NOUN
sc-1106	210	20	for	for	ADP
sc-1106	210	21	the	the	DET
sc-1106	210	22	future	future	ADJ
sc-1106	210	23	development	development	NOUN
sc-1106	210	24	of	of	ADP
sc-1106	210	25	the	the	DET
sc-1106	210	26	mobile	mobile	ADJ
sc-1106	210	27	ticketing	ticketing	NOUN
sc-1106	210	28	services	service	NOUN
sc-1106	210	29	.	.	PUNCT
sc-1106	211	1	in	in	ADP
sc-1106	211	2	this	this	DET
sc-1106	211	3	sense	sense	NOUN
sc-1106	211	4	,	,	PUNCT
sc-1106	211	5	customer	customer	NOUN
sc-1106	211	6	adoption	adoption	NOUN
sc-1106	211	7	and	and	CCONJ
sc-1106	211	8	churn	churn	NOUN
sc-1106	211	9	factors	factor	NOUN
sc-1106	211	10	regarding	regard	VERB
sc-1106	211	11	mobile	mobile	ADJ
sc-1106	211	12	ticketing	ticketing	NOUN
sc-1106	211	13	services	service	NOUN
sc-1106	211	14	are	be	AUX
sc-1106	211	15	identified	identify	VERB
sc-1106	211	16	,	,	PUNCT
sc-1106	211	17	as	as	ADV
sc-1106	211	18	well	well	ADV
sc-1106	211	19	as	as	ADP
sc-1106	211	20	customer	customer	NOUN
sc-1106	211	21	capture	capture	NOUN
sc-1106	211	22	and	and	CCONJ
sc-1106	211	23	retention	retention	NOUN
sc-1106	211	24	strategies	strategy	NOUN
sc-1106	211	25	.	.	PUNCT
sc-1106	212	1	4.1	4.1	NUM
sc-1106	212	2	.	.	PUNCT
sc-1106	212	3	customer	customer	NOUN
sc-1106	212	4	adoption	adoption	NOUN
sc-1106	212	5	and	and	CCONJ
sc-1106	212	6	churn	churn	NOUN
sc-1106	212	7	factors	factor	NOUN
sc-1106	212	8	the	the	DET
sc-1106	212	9	analysis	analysis	NOUN
sc-1106	212	10	of	of	ADP
sc-1106	212	11	complaints	complaint	NOUN
sc-1106	212	12	and	and	CCONJ
sc-1106	212	13	usability	usability	NOUN
sc-1106	212	14	tests	test	NOUN
sc-1106	212	15	made	make	VERB
sc-1106	212	16	it	it	PRON
sc-1106	212	17	possible	possible	ADJ
sc-1106	212	18	to	to	PART
sc-1106	212	19	identify	identify	VERB
sc-1106	212	20	the	the	DET
sc-1106	212	21	factors	factor	NOUN
sc-1106	212	22	that	that	PRON
sc-1106	212	23	lead	lead	VERB
sc-1106	212	24	public	public	ADJ
sc-1106	212	25	transport	transport	NOUN
sc-1106	212	26	customers	customer	NOUN
sc-1106	212	27	to	to	PART
sc-1106	212	28	use	use	VERB
sc-1106	212	29	mobile	mobile	ADJ
sc-1106	212	30	ticketing	ticketing	NOUN
sc-1106	212	31	applications	application	NOUN
sc-1106	212	32	and	and	CCONJ
sc-1106	212	33	the	the	DET
sc-1106	212	34	reasons	reason	NOUN
sc-1106	212	35	that	that	PRON
sc-1106	212	36	motivate	motivate	VERB
sc-1106	212	37	the	the	DET
sc-1106	212	38	churn	churn	NOUN
sc-1106	212	39	,	,	PUNCT
sc-1106	212	40	which	which	PRON
sc-1106	212	41	are	be	AUX
sc-1106	212	42	presented	present	VERB
sc-1106	212	43	below	below	ADV
sc-1106	212	44	.	.	PUNCT
sc-1106	213	1	adoption	adoption	NOUN
sc-1106	213	2	factors	factor	VERB
sc-1106	213	3	accessibility	accessibility	NOUN
sc-1106	213	4	of	of	ADP
sc-1106	213	5	the	the	DET
sc-1106	213	6	mobile	mobile	ADJ
sc-1106	213	7	applications	application	NOUN
sc-1106	213	8	:	:	PUNCT
sc-1106	213	9	not	not	PART
sc-1106	213	10	only	only	ADV
sc-1106	213	11	being	be	AUX
sc-1106	213	12	able	able	ADJ
sc-1106	213	13	to	to	PART
sc-1106	213	14	travel	travel	VERB
sc-1106	213	15	,	,	PUNCT
sc-1106	213	16	but	but	CCONJ
sc-1106	213	17	also	also	ADV
sc-1106	213	18	paying	pay	VERB
sc-1106	213	19	for	for	ADP
sc-1106	213	20	a	a	DET
sc-1106	213	21	trip	trip	NOUN
sc-1106	213	22	using	use	VERB
sc-1106	213	23	just	just	ADV
sc-1106	213	24	a	a	DET
sc-1106	213	25	smartphone	smartphone	NOUN
sc-1106	213	26	,	,	PUNCT
sc-1106	213	27	is	be	AUX
sc-1106	213	28	seen	see	VERB
sc-1106	213	29	as	as	ADP
sc-1106	213	30	a	a	DET
sc-1106	213	31	major	major	ADJ
sc-1106	213	32	trend	trend	NOUN
sc-1106	213	33	in	in	ADP
sc-1106	213	34	the	the	DET
sc-1106	213	35	future	future	NOUN
sc-1106	213	36	.	.	PUNCT
sc-1106	214	1	users	user	NOUN
sc-1106	214	2	consider	consider	VERB
sc-1106	214	3	it	it	PRON
sc-1106	214	4	an	an	DET
sc-1106	214	5	advantage	advantage	NOUN
sc-1106	214	6	not	not	PART
sc-1106	214	7	to	to	PART
sc-1106	214	8	need	need	VERB
sc-1106	214	9	the	the	DET
sc-1106	214	10	smartcard	smartcard	NOUN
sc-1106	214	11	to	to	PART
sc-1106	214	12	travel	travel	VERB
sc-1106	214	13	and	and	CCONJ
sc-1106	214	14	,	,	PUNCT
sc-1106	214	15	instead	instead	ADV
sc-1106	214	16	,	,	PUNCT
sc-1106	214	17	to	to	PART
sc-1106	214	18	be	be	AUX
sc-1106	214	19	able	able	ADJ
sc-1106	214	20	to	to	PART
sc-1106	214	21	buy	buy	VERB
sc-1106	214	22	the	the	DET
sc-1106	214	23	ticket	ticket	NOUN
sc-1106	214	24	,	,	PUNCT
sc-1106	214	25	validate	validate	VERB
sc-1106	214	26	it	it	PRON
sc-1106	214	27	and	and	CCONJ
sc-1106	214	28	even	even	ADV
sc-1106	214	29	present	present	VERB
sc-1106	214	30	it	it	PRON
sc-1106	214	31	for	for	ADP
sc-1106	214	32	inspection	inspection	NOUN
sc-1106	214	33	on	on	ADP
sc-1106	214	34	the	the	DET
sc-1106	214	35	mobile	mobile	ADJ
sc-1106	214	36	phone	phone	NOUN
sc-1106	214	37	.	.	PUNCT
sc-1106	215	1	flexibility	flexibility	NOUN
sc-1106	215	2	of	of	ADP
sc-1106	215	3	the	the	DET
sc-1106	215	4	mobile	mobile	ADJ
sc-1106	215	5	applications	application	NOUN
sc-1106	215	6	:	:	PUNCT
sc-1106	215	7	the	the	DET
sc-1106	215	8	fact	fact	NOUN
sc-1106	215	9	that	that	SCONJ
sc-1106	215	10	these	these	DET
sc-1106	215	11	applications	application	NOUN
sc-1106	215	12	are	be	AUX
sc-1106	215	13	compatible	compatible	ADJ
sc-1106	215	14	with	with	ADP
sc-1106	215	15	different	different	ADJ
sc-1106	215	16	transport	transport	NOUN
sc-1106	215	17	operators	operator	NOUN
sc-1106	215	18	and	and	CCONJ
sc-1106	215	19	make	make	VERB
sc-1106	215	20	it	it	PRON
sc-1106	215	21	possible	possible	ADJ
sc-1106	215	22	to	to	PART
sc-1106	215	23	travel	travel	VERB
sc-1106	215	24	on	on	ADP
sc-1106	215	25	different	different	ADJ
sc-1106	215	26	means	mean	NOUN
sc-1106	215	27	of	of	ADP
sc-1106	215	28	transport	transport	NOUN
sc-1106	215	29	be	be	AUX
sc-1106	215	30	it	it	PRON
sc-1106	215	31	buses	bus	NOUN
sc-1106	215	32	,	,	PUNCT
sc-1106	215	33	subways	subway	NOUN
sc-1106	215	34	,	,	PUNCT
sc-1106	215	35	trains	train	NOUN
sc-1106	215	36	,	,	PUNCT
sc-1106	215	37	among	among	ADP
sc-1106	215	38	other	other	ADJ
sc-1106	215	39	just	just	ADV
sc-1106	215	40	using	use	VERB
sc-1106	215	41	the	the	DET
sc-1106	215	42	mobile	mobile	ADJ
sc-1106	215	43	phone	phone	NOUN
sc-1106	215	44	is	be	AUX
sc-1106	215	45	extremely	extremely	ADV
sc-1106	215	46	useful	useful	ADJ
sc-1106	215	47	.	.	PUNCT
sc-1106	216	1	ubiquity	ubiquity	NOUN
sc-1106	216	2	of	of	ADP
sc-1106	216	3	the	the	DET
sc-1106	216	4	service	service	NOUN
sc-1106	216	5	:	:	PUNCT
sc-1106	216	6	not	not	PART
sc-1106	216	7	having	have	VERB
sc-1106	216	8	to	to	PART
sc-1106	216	9	go	go	VERB
sc-1106	216	10	to	to	ADP
sc-1106	216	11	a	a	DET
sc-1106	216	12	store	store	NOUN
sc-1106	216	13	or	or	CCONJ
sc-1106	216	14	vending	vend	VERB
sc-1106	216	15	machines	machine	NOUN
sc-1106	216	16	to	to	PART
sc-1106	216	17	purchase	purchase	VERB
sc-1106	216	18	tickets	ticket	NOUN
sc-1106	216	19	is	be	AUX
sc-1106	216	20	one	one	NUM
sc-1106	216	21	of	of	ADP
sc-1106	216	22	the	the	DET
sc-1106	216	23	main	main	ADJ
sc-1106	216	24	benefits	benefit	NOUN
sc-1106	216	25	of	of	ADP
sc-1106	216	26	using	use	VERB
sc-1106	216	27	these	these	DET
sc-1106	216	28	apps	app	NOUN
sc-1106	216	29	.	.	PUNCT
sc-1106	217	1	being	be	AUX
sc-1106	217	2	able	able	ADJ
sc-1106	217	3	to	to	PART
sc-1106	217	4	avoid	avoid	VERB
sc-1106	217	5	the	the	DET
sc-1106	217	6	queues	queue	NOUN
sc-1106	217	7	to	to	PART
sc-1106	217	8	buy	buy	VERB
sc-1106	217	9	tickets	ticket	NOUN
sc-1106	217	10	is	be	AUX
sc-1106	217	11	extremely	extremely	ADV
sc-1106	217	12	convenient	convenient	ADJ
sc-1106	217	13	for	for	ADP
sc-1106	217	14	users	user	NOUN
sc-1106	217	15	.	.	PUNCT
sc-1106	218	1	sustainability	sustainability	NOUN
sc-1106	218	2	of	of	ADP
sc-1106	218	3	the	the	DET
sc-1106	218	4	service	service	NOUN
sc-1106	218	5	:	:	PUNCT
sc-1106	218	6	the	the	DET
sc-1106	218	7	fact	fact	NOUN
sc-1106	218	8	that	that	SCONJ
sc-1106	218	9	these	these	DET
sc-1106	218	10	applications	application	NOUN
sc-1106	218	11	are	be	AUX
sc-1106	218	12	environmentally	environmentally	ADV
sc-1106	218	13	friendly	friendly	ADJ
sc-1106	218	14	and	and	CCONJ
sc-1106	218	15	,	,	PUNCT
sc-1106	218	16	unlike	unlike	ADP
sc-1106	218	17	traditional	traditional	ADJ
sc-1106	218	18	travel	travel	NOUN
sc-1106	218	19	methods	method	NOUN
sc-1106	218	20	,	,	PUNCT
sc-1106	218	21	do	do	AUX
sc-1106	218	22	not	not	PART
sc-1106	218	23	require	require	VERB
sc-1106	218	24	physical	physical	ADJ
sc-1106	218	25	cards	card	NOUN
sc-1106	218	26	paper	paper	NOUN
sc-1106	218	27	or	or	CCONJ
sc-1106	218	28	plastic	plastic	NOUN
sc-1106	218	29	is	be	AUX
sc-1106	218	30	also	also	ADV
sc-1106	218	31	a	a	DET
sc-1106	218	32	reason	reason	NOUN
sc-1106	218	33	why	why	SCONJ
sc-1106	218	34	users	user	NOUN
sc-1106	218	35	choose	choose	VERB
sc-1106	218	36	these	these	DET
sc-1106	218	37	applications	application	NOUN
sc-1106	218	38	.	.	PUNCT
sc-1106	219	1	churn	churn	NOUN
sc-1106	219	2	factors	factor	NOUN
sc-1106	219	3	bad	bad	ADJ
sc-1106	219	4	first	first	ADJ
sc-1106	219	5	-	-	PUNCT
sc-1106	219	6	time	time	NOUN
sc-1106	219	7	user	user	NOUN
sc-1106	219	8	experience	experience	NOUN
sc-1106	219	9	:	:	PUNCT
sc-1106	219	10	the	the	DET
sc-1106	219	11	first	first	ADJ
sc-1106	219	12	contact	contact	NOUN
sc-1106	219	13	with	with	ADP
sc-1106	219	14	the	the	DET
sc-1106	219	15	application	application	NOUN
sc-1106	219	16	is	be	AUX
sc-1106	219	17	essential	essential	ADJ
sc-1106	219	18	.	.	PUNCT
sc-1106	220	1	if	if	SCONJ
sc-1106	220	2	at	at	ADP
sc-1106	220	3	first	first	ADJ
sc-1106	220	4	users	user	NOUN
sc-1106	220	5	feel	feel	VERB
sc-1106	220	6	that	that	SCONJ
sc-1106	220	7	the	the	DET
sc-1106	220	8	service	service	NOUN
sc-1106	220	9	provided	provide	VERB
sc-1106	220	10	does	do	AUX
sc-1106	220	11	not	not	PART
sc-1106	220	12	meet	meet	VERB
sc-1106	220	13	their	their	PRON
sc-1106	220	14	expectations	expectation	NOUN
sc-1106	220	15	,	,	PUNCT
sc-1106	220	16	they	they	PRON
sc-1106	220	17	will	will	AUX
sc-1106	220	18	stop	stop	VERB
sc-1106	220	19	using	use	VERB
sc-1106	220	20	it	it	PRON
sc-1106	220	21	.	.	PUNCT
sc-1106	221	1	recurrence	recurrence	NOUN
sc-1106	221	2	of	of	ADP
sc-1106	221	3	usability	usability	NOUN
sc-1106	221	4	and	and	CCONJ
sc-1106	221	5	technical	technical	ADJ
sc-1106	221	6	problems	problem	NOUN
sc-1106	221	7	:	:	PUNCT
sc-1106	221	8	there	there	PRON
sc-1106	221	9	are	be	VERB
sc-1106	221	10	problems	problem	NOUN
sc-1106	221	11	with	with	ADP
sc-1106	221	12	mobile	mobile	ADJ
sc-1106	221	13	apps	app	NOUN
sc-1106	221	14	.	.	PUNCT
sc-1106	222	1	however	however	ADV
sc-1106	222	2	,	,	PUNCT
sc-1106	222	3	if	if	SCONJ
sc-1106	222	4	these	these	DET
sc-1106	222	5	problems	problem	NOUN
sc-1106	222	6	have	have	AUX
sc-1106	222	7	become	become	VERB
sc-1106	222	8	recurring	recur	VERB
sc-1106	222	9	and	and	CCONJ
sc-1106	222	10	have	have	AUX
sc-1106	222	11	not	not	PART
sc-1106	222	12	been	be	AUX
sc-1106	222	13	resolved	resolve	VERB
sc-1106	222	14	in	in	ADP
sc-1106	222	15	a	a	DET
sc-1106	222	16	timely	timely	ADJ
sc-1106	222	17	manner	manner	NOUN
sc-1106	222	18	,	,	PUNCT
sc-1106	222	19	this	this	PRON
sc-1106	222	20	is	be	AUX
sc-1106	222	21	a	a	DET
sc-1106	222	22	reason	reason	NOUN
sc-1106	222	23	for	for	SCONJ
sc-1106	222	24	users	user	NOUN
sc-1106	222	25	to	to	PART
sc-1106	222	26	stop	stop	VERB
sc-1106	222	27	using	use	VERB
sc-1106	222	28	the	the	DET
sc-1106	222	29	application	application	NOUN
sc-1106	222	30	.	.	PUNCT
sc-1106	223	1	lack	lack	NOUN
sc-1106	223	2	of	of	ADP
sc-1106	223	3	response	response	NOUN
sc-1106	223	4	to	to	ADP
sc-1106	223	5	customer	customer	NOUN
sc-1106	223	6	feedback	feedback	NOUN
sc-1106	223	7	:	:	PUNCT
sc-1106	223	8	following	follow	VERB
sc-1106	223	9	the	the	DET
sc-1106	223	10	usability	usability	NOUN
sc-1106	223	11	problems	problem	NOUN
sc-1106	223	12	that	that	PRON
sc-1106	223	13	may	may	AUX
sc-1106	223	14	arise	arise	VERB
sc-1106	223	15	,	,	PUNCT
sc-1106	223	16	if	if	SCONJ
sc-1106	223	17	users	user	NOUN
sc-1106	223	18	submit	submit	VERB
sc-1106	223	19	complaints	complaint	NOUN
sc-1106	223	20	to	to	ADP
sc-1106	223	21	the	the	DET
sc-1106	223	22	service	service	NOUN
sc-1106	223	23	and	and	CCONJ
sc-1106	223	24	,	,	PUNCT
sc-1106	223	25	therefore	therefore	ADV
sc-1106	223	26	,	,	PUNCT
sc-1106	223	27	do	do	AUX
sc-1106	223	28	not	not	PART
sc-1106	223	29	obtain	obtain	VERB
sc-1106	223	30	a	a	DET
sc-1106	223	31	favourable	favourable	ADJ
sc-1106	223	32	response	response	NOUN
sc-1106	223	33	or	or	CCONJ
sc-1106	223	34	resolution	resolution	NOUN
sc-1106	223	35	,	,	PUNCT
sc-1106	223	36	it	it	PRON
sc-1106	223	37	is	be	AUX
sc-1106	223	38	possible	possible	ADJ
sc-1106	223	39	that	that	SCONJ
sc-1106	223	40	they	they	PRON
sc-1106	223	41	will	will	AUX
sc-1106	223	42	stop	stop	VERB
sc-1106	223	43	using	use	VERB
sc-1106	223	44	the	the	DET
sc-1106	223	45	application	application	NOUN
sc-1106	223	46	.	.	PUNCT
sc-1106	224	1	depreciation	depreciation	NOUN
sc-1106	224	2	of	of	ADP
sc-1106	224	3	customer	customer	NOUN
sc-1106	224	4	value	value	NOUN
sc-1106	224	5	:	:	PUNCT
sc-1106	224	6	customers	customer	NOUN
sc-1106	224	7	of	of	ADP
sc-1106	224	8	mobile	mobile	ADJ
sc-1106	224	9	ticket	ticket	NOUN
sc-1106	224	10	applications	application	NOUN
sc-1106	224	11	like	like	VERB
sc-1106	224	12	to	to	PART
sc-1106	224	13	feel	feel	VERB
sc-1106	224	14	that	that	SCONJ
sc-1106	224	15	using	use	VERB
sc-1106	224	16	these	these	DET
sc-1106	224	17	applications	application	NOUN
sc-1106	224	18	has	have	VERB
sc-1106	224	19	some	some	DET
sc-1106	224	20	advantage	advantage	NOUN
sc-1106	224	21	over	over	ADP
sc-1106	224	22	traditional	traditional	ADJ
sc-1106	224	23	methods	method	NOUN
sc-1106	224	24	.	.	PUNCT
sc-1106	225	1	when	when	SCONJ
sc-1106	225	2	mobile	mobile	ADJ
sc-1106	225	3	ticketing	ticket	VERB
sc-1106	225	4	customers	customer	NOUN
sc-1106	225	5	feel	feel	VERB
sc-1106	225	6	that	that	SCONJ
sc-1106	225	7	the	the	DET
sc-1106	225	8	application	application	NOUN
sc-1106	225	9	does	do	AUX
sc-1106	225	10	not	not	PART
sc-1106	225	11	benefit	benefit	VERB
sc-1106	225	12	them	they	PRON
sc-1106	225	13	from	from	ADP
sc-1106	225	14	traditional	traditional	ADJ
sc-1106	225	15	ticket	ticket	NOUN
sc-1106	225	16	customers	customer	NOUN
sc-1106	225	17	,	,	PUNCT
sc-1106	225	18	the	the	DET
sc-1106	225	19	first	first	ADJ
sc-1106	225	20	ones	one	NOUN
sc-1106	225	21	will	will	AUX
sc-1106	225	22	stop	stop	VERB
sc-1106	225	23	using	use	VERB
sc-1106	225	24	it	it	PRON
sc-1106	225	25	.	.	PUNCT
sc-1106	226	1	negative	negative	ADJ
sc-1106	226	2	influence	influence	NOUN
sc-1106	226	3	of	of	ADP
sc-1106	226	4	lost	lost	ADJ
sc-1106	226	5	customers	customer	NOUN
sc-1106	226	6	:	:	PUNCT
sc-1106	226	7	customers	customer	NOUN
sc-1106	226	8	may	may	AUX
sc-1106	226	9	abandon	abandon	VERB
sc-1106	226	10	the	the	DET
sc-1106	226	11	service	service	NOUN
sc-1106	226	12	for	for	ADP
sc-1106	226	13	a	a	DET
sc-1106	226	14	variety	variety	NOUN
sc-1106	226	15	of	of	ADP
sc-1106	226	16	reasons	reason	NOUN
sc-1106	226	17	.	.	PUNCT
sc-1106	227	1	if	if	SCONJ
sc-1106	227	2	the	the	DET
sc-1106	227	3	reasons	reason	NOUN
sc-1106	227	4	for	for	ADP
sc-1106	227	5	abandonment	abandonment	NOUN
sc-1106	227	6	have	have	VERB
sc-1106	227	7	to	to	PART
sc-1106	227	8	do	do	VERB
sc-1106	227	9	with	with	ADP
sc-1106	227	10	the	the	DET
sc-1106	227	11	bad	bad	ADJ
sc-1106	227	12	user	user	NOUN
sc-1106	227	13	experience	experience	NOUN
sc-1106	227	14	,	,	PUNCT
sc-1106	227	15	these	these	PRON
sc-1106	227	16	lost	lose	VERB
sc-1106	227	17	users	user	NOUN
sc-1106	227	18	can	can	AUX
sc-1106	227	19	communicate	communicate	VERB
sc-1106	227	20	a	a	DET
sc-1106	227	21	wrong	wrong	ADJ
sc-1106	227	22	image	image	NOUN
sc-1106	227	23	of	of	ADP
sc-1106	227	24	the	the	DET
sc-1106	227	25	application	application	NOUN
sc-1106	227	26	to	to	ADP
sc-1106	227	27	current	current	ADJ
sc-1106	227	28	and	and	CCONJ
sc-1106	227	29	potential	potential	ADJ
sc-1106	227	30	customers	customer	NOUN
sc-1106	227	31	,	,	PUNCT
sc-1106	227	32	causing	cause	VERB
sc-1106	227	33	them	they	PRON
sc-1106	227	34	to	to	PART
sc-1106	227	35	abandon	abandon	VERB
sc-1106	227	36	the	the	DET
sc-1106	227	37	service	service	NOUN
sc-1106	227	38	as	as	ADV
sc-1106	227	39	well	well	ADV
sc-1106	227	40	.	.	PUNCT
sc-1106	228	1	the	the	DET
sc-1106	228	2	lack	lack	NOUN
sc-1106	228	3	of	of	ADP
sc-1106	228	4	advertising	advertising	NOUN
sc-1106	228	5	campaigns	campaign	NOUN
sc-1106	228	6	:	:	PUNCT
sc-1106	228	7	the	the	DET
sc-1106	228	8	lack	lack	NOUN
sc-1106	228	9	of	of	ADP
sc-1106	228	10	knowledge	knowledge	NOUN
sc-1106	228	11	about	about	ADP
sc-1106	228	12	the	the	DET
sc-1106	228	13	existence	existence	NOUN
sc-1106	228	14	of	of	ADP
sc-1106	228	15	mobile	mobile	ADJ
sc-1106	228	16	ticketing	ticketing	NOUN
sc-1106	228	17	applications	application	NOUN
sc-1106	228	18	is	be	AUX
sc-1106	228	19	another	another	DET
sc-1106	228	20	problem	problem	NOUN
sc-1106	228	21	that	that	PRON
sc-1106	228	22	must	must	AUX
sc-1106	228	23	be	be	AUX
sc-1106	228	24	addressed	address	VERB
sc-1106	228	25	.	.	PUNCT
sc-1106	229	1	the	the	DET
sc-1106	229	2	discriminatory	discriminatory	ADJ
sc-1106	229	3	factor	factor	NOUN
sc-1106	229	4	for	for	ADP
sc-1106	229	5	people	people	NOUN
sc-1106	229	6	who	who	PRON
sc-1106	229	7	use	use	VERB
sc-1106	229	8	this	this	DET
sc-1106	229	9	type	type	NOUN
sc-1106	229	10	of	of	ADP
sc-1106	229	11	app	app	NOUN
sc-1106	229	12	in	in	ADP
sc-1106	229	13	public	public	ADJ
sc-1106	229	14	transport	transport	NOUN
sc-1106	229	15	compared	compare	VERB
sc-1106	229	16	to	to	ADP
sc-1106	229	17	the	the	DET
sc-1106	229	18	majority	majority	NOUN
sc-1106	229	19	who	who	PRON
sc-1106	229	20	use	use	VERB
sc-1106	229	21	traditional	traditional	ADJ
sc-1106	229	22	tickets	ticket	NOUN
sc-1106	229	23	is	be	AUX
sc-1106	229	24	worrying	worry	VERB
sc-1106	229	25	.	.	PUNCT
sc-1106	230	1	social	social	ADJ
sc-1106	230	2	pressure	pressure	NOUN
sc-1106	230	3	can	can	AUX
sc-1106	230	4	lead	lead	VERB
sc-1106	230	5	users	user	NOUN
sc-1106	230	6	to	to	PART
sc-1106	230	7	abandon	abandon	VERB
sc-1106	230	8	the	the	DET
sc-1106	230	9	service	service	NOUN
sc-1106	230	10	.	.	PUNCT
sc-1106	231	1	the	the	DET
sc-1106	231	2	lack	lack	NOUN
sc-1106	231	3	of	of	ADP
sc-1106	231	4	mass	mass	NOUN
sc-1106	231	5	and	and	CCONJ
sc-1106	231	6	targeted	target	VERB
sc-1106	231	7	advertising	advertising	NOUN
sc-1106	231	8	campaigns	campaign	NOUN
sc-1106	231	9	is	be	AUX
sc-1106	231	10	at	at	ADP
sc-1106	231	11	the	the	DET
sc-1106	231	12	root	root	NOUN
sc-1106	231	13	of	of	ADP
sc-1106	231	14	the	the	DET
sc-1106	231	15	lack	lack	NOUN
sc-1106	231	16	of	of	ADP
sc-1106	231	17	consumer	consumer	NOUN
sc-1106	231	18	awareness	awareness	NOUN
sc-1106	231	19	.	.	PUNCT
sc-1106	232	1	4.2	4.2	NUM
sc-1106	232	2	.	.	PUNCT
sc-1106	232	3	customer	customer	NOUN
sc-1106	232	4	capture	capture	NOUN
sc-1106	232	5	and	and	CCONJ
sc-1106	232	6	retention	retention	NOUN
sc-1106	232	7	strategy	strategy	NOUN
sc-1106	232	8	after	after	ADP
sc-1106	232	9	studying	study	VERB
sc-1106	232	10	the	the	DET
sc-1106	232	11	effect	effect	NOUN
sc-1106	232	12	of	of	ADP
sc-1106	232	13	comparing	compare	VERB
sc-1106	232	14	the	the	DET
sc-1106	232	15	results	result	NOUN
sc-1106	232	16	of	of	ADP
sc-1106	232	17	the	the	DET
sc-1106	232	18	analysis	analysis	NOUN
sc-1106	232	19	of	of	ADP
sc-1106	232	20	complaints	complaint	NOUN
sc-1106	232	21	and	and	CCONJ
sc-1106	232	22	usability	usability	NOUN
sc-1106	232	23	tests	test	NOUN
sc-1106	232	24	,	,	PUNCT
sc-1106	232	25	as	as	ADV
sc-1106	232	26	well	well	ADV
sc-1106	232	27	as	as	ADP
sc-1106	232	28	the	the	DET
sc-1106	232	29	main	main	ADJ
sc-1106	232	30	factors	factor	NOUN
sc-1106	232	31	of	of	ADP
sc-1106	232	32	adoption	adoption	NOUN
sc-1106	232	33	and	and	CCONJ
sc-1106	232	34	abandonment	abandonment	NOUN
sc-1106	232	35	of	of	ADP
sc-1106	232	36	mobile	mobile	ADJ
sc-1106	232	37	ticketing	ticketing	NOUN
sc-1106	232	38	applications	application	NOUN
sc-1106	232	39	,	,	PUNCT
sc-1106	232	40	it	it	PRON
sc-1106	232	41	is	be	AUX
sc-1106	232	42	essential	essential	ADJ
sc-1106	232	43	to	to	PART
sc-1106	232	44	define	define	VERB
sc-1106	232	45	a	a	DET
sc-1106	232	46	strategy	strategy	NOUN
sc-1106	232	47	to	to	PART
sc-1106	232	48	capture	capture	VERB
sc-1106	232	49	,	,	PUNCT
sc-1106	232	50	acquire	acquire	VERB
sc-1106	232	51	and	and	CCONJ
sc-1106	232	52	retain	retain	VERB
sc-1106	232	53	new	new	ADJ
sc-1106	232	54	clients	client	NOUN
sc-1106	232	55	.	.	PUNCT
sc-1106	233	1	in	in	ADP
sc-1106	233	2	this	this	DET
sc-1106	233	3	sense	sense	NOUN
sc-1106	233	4	,	,	PUNCT
sc-1106	233	5	four	four	NUM
sc-1106	233	6	fundamental	fundamental	ADJ
sc-1106	233	7	stages	stage	NOUN
sc-1106	233	8	were	be	AUX
sc-1106	233	9	identified	identify	VERB
sc-1106	233	10	in	in	ADP
sc-1106	233	11	the	the	DET
sc-1106	233	12	process	process	NOUN
sc-1106	233	13	of	of	ADP
sc-1106	233	14	using	use	VERB
sc-1106	233	15	this	this	DET
sc-1106	233	16	type	type	NOUN
sc-1106	233	17	of	of	ADP
sc-1106	233	18	applications	application	NOUN
sc-1106	233	19	:	:	PUNCT
sc-1106	233	20	user	user	NOUN
sc-1106	233	21	onboarding	onboarding	PROPN
sc-1106	233	22	,	,	PUNCT
sc-1106	233	23	user	user	NOUN
sc-1106	233	24	engagement	engagement	NOUN
sc-1106	233	25	,	,	PUNCT
sc-1106	233	26	user	user	NOUN
sc-1106	233	27	retention	retention	NOUN
sc-1106	233	28	and	and	CCONJ
sc-1106	233	29	user	user	NOUN
sc-1106	233	30	reinstall	reinstall	NOUN
sc-1106	233	31	.	.	PUNCT
sc-1106	234	1	for	for	ADP
sc-1106	234	2	each	each	DET
sc-1106	234	3	stage	stage	NOUN
sc-1106	234	4	of	of	ADP
sc-1106	234	5	the	the	DET
sc-1106	234	6	life	life	NOUN
sc-1106	234	7	cycle	cycle	NOUN
sc-1106	234	8	,	,	PUNCT
sc-1106	234	9	the	the	DET
sc-1106	234	10	main	main	ADJ
sc-1106	234	11	aspects	aspect	NOUN
sc-1106	234	12	to	to	PART
sc-1106	234	13	be	be	AUX
sc-1106	234	14	considered	consider	VERB
sc-1106	234	15	are	be	AUX
sc-1106	234	16	identified	identify	VERB
sc-1106	234	17	according	accord	VERB
sc-1106	234	18	to	to	ADP
sc-1106	234	19	the	the	DET
sc-1106	234	20	results	result	NOUN
sc-1106	234	21	obtained	obtain	VERB
sc-1106	234	22	and	and	CCONJ
sc-1106	234	23	a	a	DET
sc-1106	234	24	series	series	NOUN
sc-1106	234	25	of	of	ADP
sc-1106	234	26	tactics	tactic	NOUN
sc-1106	234	27	are	be	AUX
sc-1106	234	28	established	establish	VERB
sc-1106	234	29	to	to	PART
sc-1106	234	30	increase	increase	VERB
sc-1106	234	31	the	the	DET
sc-1106	234	32	value	value	NOUN
sc-1106	234	33	of	of	ADP
sc-1106	234	34	the	the	DET
sc-1106	234	35	service	service	NOUN
sc-1106	234	36	for	for	ADP
sc-1106	234	37	customers	customer	NOUN
sc-1106	234	38	.	.	PUNCT
sc-1106	235	1	the	the	DET
sc-1106	235	2	different	different	ADJ
sc-1106	235	3	segments	segment	NOUN
sc-1106	235	4	of	of	ADP
sc-1106	235	5	users	user	NOUN
sc-1106	235	6	,	,	PUNCT
sc-1106	235	7	as	as	ADV
sc-1106	235	8	well	well	ADV
sc-1106	235	9	as	as	ADP
sc-1106	235	10	the	the	DET
sc-1106	235	11	appropriate	appropriate	ADJ
sc-1106	235	12	channels	channel	NOUN
sc-1106	235	13	to	to	PART
sc-1106	235	14	reach	reach	VERB
sc-1106	235	15	them	they	PRON
sc-1106	235	16	,	,	PUNCT
sc-1106	235	17	are	be	AUX
sc-1106	235	18	also	also	ADV
sc-1106	235	19	considered	consider	VERB
sc-1106	235	20	in	in	ADP
sc-1106	235	21	the	the	DET
sc-1106	235	22	proposal	proposal	NOUN
sc-1106	235	23	presented	present	VERB
sc-1106	235	24	.	.	PUNCT
sc-1106	236	1	user	user	NOUN
sc-1106	236	2	onboarding	onboarde	VERB
sc-1106	236	3	the	the	DET
sc-1106	236	4	data	datum	NOUN
sc-1106	236	5	referring	refer	VERB
sc-1106	236	6	to	to	ADP
sc-1106	236	7	users	user	NOUN
sc-1106	236	8	who	who	PRON
sc-1106	236	9	complain	complain	VERB
sc-1106	236	10	without	without	ADP
sc-1106	236	11	having	having	AUX
sc-1106	236	12	ever	ever	ADV
sc-1106	236	13	used	use	VERB
sc-1106	236	14	the	the	DET
sc-1106	236	15	app	app	NOUN
sc-1106	236	16	are	be	AUX
sc-1106	236	17	indicators	indicator	NOUN
sc-1106	236	18	that	that	SCONJ
sc-1106	236	19	their	their	PRON
sc-1106	236	20	first	first	ADJ
sc-1106	236	21	interactions	interaction	NOUN
sc-1106	236	22	with	with	ADP
sc-1106	236	23	the	the	DET
sc-1106	236	24	service	service	NOUN
sc-1106	236	25	are	be	AUX
sc-1106	236	26	not	not	PART
sc-1106	236	27	meeting	meet	VERB
sc-1106	236	28	their	their	PRON
sc-1106	236	29	expectations	expectation	NOUN
sc-1106	236	30	.	.	PUNCT
sc-1106	237	1	for	for	ADP
sc-1106	237	2	technical	technical	ADJ
sc-1106	237	3	or	or	CCONJ
sc-1106	237	4	usability	usability	NOUN
sc-1106	237	5	reasons	reason	NOUN
sc-1106	237	6	,	,	PUNCT
sc-1106	237	7	some	some	DET
sc-1106	237	8	users	user	NOUN
sc-1106	237	9	do	do	AUX
sc-1106	237	10	not	not	PART
sc-1106	237	11	initially	initially	ADV
sc-1106	237	12	find	find	VERB
sc-1106	237	13	the	the	DET
sc-1106	237	14	type	type	NOUN
sc-1106	237	15	of	of	ADP
sc-1106	237	16	experience	experience	NOUN
sc-1106	237	17	they	they	PRON
sc-1106	237	18	were	be	AUX
sc-1106	237	19	looking	look	VERB
sc-1106	237	20	for	for	ADP
sc-1106	237	21	and	and	CCONJ
sc-1106	237	22	give	give	VERB
sc-1106	237	23	up	up	ADP
sc-1106	237	24	on	on	ADP
sc-1106	237	25	the	the	DET
sc-1106	237	26	application	application	NOUN
sc-1106	237	27	before	before	ADP
sc-1106	237	28	actually	actually	ADV
sc-1106	237	29	using	use	VERB
sc-1106	237	30	it	it	PRON
sc-1106	237	31	.	.	PUNCT
sc-1106	238	1	to	to	PART
sc-1106	238	2	counter	counter	VERB
sc-1106	238	3	this	this	DET
sc-1106	238	4	trend	trend	NOUN
sc-1106	238	5	,	,	PUNCT
sc-1106	238	6	table	table	NOUN
sc-1106	238	7	3	3	NUM
sc-1106	238	8	lists	list	VERB
sc-1106	238	9	a	a	DET
sc-1106	238	10	number	number	NOUN
sc-1106	238	11	of	of	ADP
sc-1106	238	12	tactics	tactic	NOUN
sc-1106	238	13	that	that	PRON
sc-1106	238	14	can	can	AUX
sc-1106	238	15	be	be	AUX
sc-1106	238	16	put	put	VERB
sc-1106	238	17	into	into	ADP
sc-1106	238	18	practice	practice	NOUN
sc-1106	238	19	.	.	PUNCT
sc-1106	239	1	regardless	regardless	ADV
sc-1106	239	2	of	of	ADP
sc-1106	239	3	the	the	DET
sc-1106	239	4	user	user	NOUN
sc-1106	239	5	segment	segment	NOUN
sc-1106	239	6	,	,	PUNCT
sc-1106	239	7	the	the	DET
sc-1106	239	8	application	application	NOUN
sc-1106	239	9	should	should	AUX
sc-1106	239	10	present	present	VERB
sc-1106	239	11	a	a	DET
sc-1106	239	12	welcome	welcome	ADJ
sc-1106	239	13	message	message	NOUN
sc-1106	239	14	on	on	ADP
sc-1106	239	15	first	first	ADJ
sc-1106	239	16	use	use	NOUN
sc-1106	239	17	,	,	PUNCT
sc-1106	239	18	encourage	encourage	VERB
sc-1106	239	19	users	user	NOUN
sc-1106	239	20	to	to	PART
sc-1106	239	21	sign	sign	VERB
sc-1106	239	22	up	up	ADP
sc-1106	239	23	emphasizing	emphasize	VERB
sc-1106	239	24	the	the	DET
sc-1106	239	25	benefits	benefit	NOUN
sc-1106	239	26	of	of	ADP
sc-1106	239	27	the	the	DET
sc-1106	239	28	eai	eai	PROPN
sc-1106	239	29	endorsed	endorse	VERB
sc-1106	239	30	transactions	transaction	NOUN
sc-1106	239	31	on	on	ADP
sc-1106	239	32	smart	smart	ADJ
sc-1106	239	33	cities	city	NOUN
sc-1106	239	34	04	04	NUM
sc-1106	239	35	2021	2021	NUM
sc-1106	239	36	08	08	NUM
sc-1106	239	37	2021	2021	NUM
sc-1106	239	38	|	|	ADV
sc-1106	239	39	volume	volume	NOUN
sc-1106	239	40	5	5	NUM
sc-1106	239	41	|	|	ADV
sc-1106	239	42	issue	issue	VERB
sc-1106	239	43	15	15	NUM
sc-1106	239	44	|	|	ADV
sc-1106	239	45	e5	e5	PROPN
sc-1106	239	46	marta	marta	PROPN
sc-1106	239	47	campos	campos	PROPN
sc-1106	239	48	ferreira	ferreira	PROPN
sc-1106	239	49	,	,	PUNCT
sc-1106	239	50	catarina	catarina	PROPN
sc-1106	239	51	ferreira	ferreira	PROPN
sc-1106	239	52	and	and	CCONJ
sc-1106	239	53	teresa	teresa	PROPN
sc-1106	239	54	galvão	galvão	NOUN
sc-1106	239	55	dias	dias	PROPN
sc-1106	239	56	8	8	NUM
sc-1106	239	57	service	service	NOUN
sc-1106	239	58	and	and	CCONJ
sc-1106	239	59	display	display	VERB
sc-1106	239	60	a	a	DET
sc-1106	239	61	brief	brief	ADJ
sc-1106	239	62	demonstration	demonstration	NOUN
sc-1106	239	63	of	of	ADP
sc-1106	239	64	the	the	DET
sc-1106	239	65	application	application	NOUN
sc-1106	239	66	and	and	CCONJ
sc-1106	239	67	its	its	PRON
sc-1106	239	68	main	main	ADJ
sc-1106	239	69	features	feature	NOUN
sc-1106	239	70	.	.	PUNCT
sc-1106	240	1	table	table	NOUN
sc-1106	240	2	3	3	NUM
sc-1106	240	3	.	.	PUNCT
sc-1106	240	4	strategy	strategy	NOUN
sc-1106	240	5	to	to	PART
sc-1106	240	6	improve	improve	VERB
sc-1106	240	7	user	user	NOUN
sc-1106	240	8	onboarding	onboarding	NOUN
sc-1106	240	9	for	for	ADP
sc-1106	240	10	different	different	ADJ
sc-1106	240	11	types	type	NOUN
sc-1106	240	12	of	of	ADP
sc-1106	240	13	user	user	NOUN
sc-1106	240	14	segments	segment	NOUN
sc-1106	240	15	.	.	PUNCT
sc-1106	241	1	user	user	NOUN
sc-1106	241	2	segment	segment	NOUN
sc-1106	241	3	tactics	tactic	NOUN
sc-1106	241	4	channels	channel	NOUN
sc-1106	241	5	installed	instal	VERB
sc-1106	241	6	but	but	CCONJ
sc-1106	241	7	not	not	PART
sc-1106	241	8	registered	register	VERB
sc-1106	242	1	•	•	NOUN
sc-1106	242	2	welcome	welcome	NOUN
sc-1106	242	3	users	user	NOUN
sc-1106	242	4	on	on	ADP
sc-1106	242	5	the	the	DET
sc-1106	242	6	app	app	NOUN
sc-1106	243	1	and	and	CCONJ
sc-1106	243	2	introduce	introduce	VERB
sc-1106	243	3	the	the	DET
sc-1106	243	4	main	main	ADJ
sc-1106	243	5	features	feature	NOUN
sc-1106	243	6	of	of	ADP
sc-1106	243	7	the	the	DET
sc-1106	243	8	app	app	NOUN
sc-1106	243	9	.	.	PROPN
sc-1106	243	10	•	•	NUM
sc-1106	243	11	encourage	encourage	VERB
sc-1106	243	12	the	the	DET
sc-1106	243	13	register	register	NOUN
sc-1106	243	14	in	in	ADP
sc-1106	243	15	the	the	DET
sc-1106	243	16	first	first	ADJ
sc-1106	243	17	24	24	NUM
sc-1106	243	18	hours	hour	NOUN
sc-1106	243	19	.	.	PUNCT
sc-1106	244	1	•	•	NUM
sc-1106	244	2	incentivize	incentivize	VERB
sc-1106	244	3	registration	registration	NOUN
sc-1106	244	4	with	with	ADP
sc-1106	244	5	rewards	reward	NOUN
sc-1106	244	6	on	on	ADP
sc-1106	244	7	the	the	DET
sc-1106	244	8	app	app	NOUN
sc-1106	244	9	(	(	PUNCT
sc-1106	244	10	cashback	cashback	NOUN
sc-1106	244	11	,	,	PUNCT
sc-1106	244	12	ticket	ticket	NOUN
sc-1106	244	13	discount	discount	NOUN
sc-1106	244	14	)	)	PUNCT
sc-1106	244	15	.	.	PUNCT
sc-1106	245	1	•	•	ADJ
sc-1106	245	2	in	in	ADP
sc-1106	245	3	-	-	PUNCT
sc-1106	245	4	app	app	NOUN
sc-1106	245	5	notifications	notification	NOUN
sc-1106	245	6	•	•	ADP
sc-1106	245	7	push	push	NOUN
sc-1106	245	8	notifications	notification	NOUN
sc-1106	245	9	registered	register	VERB
sc-1106	245	10	but	but	CCONJ
sc-1106	245	11	not	not	PART
sc-1106	245	12	activated	activate	VERB
sc-1106	245	13	•	•	NUM
sc-1106	245	14	welcome	welcome	NOUN
sc-1106	245	15	app	app	NOUN
sc-1106	245	16	users	user	NOUN
sc-1106	245	17	after	after	ADP
sc-1106	245	18	the	the	DET
sc-1106	245	19	register	register	NOUN
sc-1106	245	20	.	.	PUNCT
sc-1106	246	1	incentivize	incentivize	VERB
sc-1106	246	2	them	they	PRON
sc-1106	246	3	to	to	PART
sc-1106	246	4	complete	complete	VERB
sc-1106	246	5	the	the	DET
sc-1106	246	6	payment	payment	NOUN
sc-1106	246	7	information	information	NOUN
sc-1106	246	8	.	.	PUNCT
sc-1106	247	1	•	•	NUM
sc-1106	247	2	stimulate	stimulate	VERB
sc-1106	247	3	users	user	NOUN
sc-1106	247	4	to	to	PART
sc-1106	247	5	make	make	VERB
sc-1106	247	6	their	their	PRON
sc-1106	247	7	first	first	ADJ
sc-1106	247	8	travel	travel	NOUN
sc-1106	247	9	using	use	VERB
sc-1106	247	10	the	the	DET
sc-1106	247	11	app	app	NOUN
sc-1106	247	12	,	,	PUNCT
sc-1106	247	13	with	with	ADP
sc-1106	247	14	rewards	reward	NOUN
sc-1106	247	15	(	(	PUNCT
sc-1106	247	16	cashback	cashback	NOUN
sc-1106	247	17	,	,	PUNCT
sc-1106	247	18	ticket	ticket	NOUN
sc-1106	247	19	discount	discount	NOUN
sc-1106	247	20	)	)	PUNCT
sc-1106	247	21	.	.	PUNCT
sc-1106	248	1	•	•	ADJ
sc-1106	248	2	in	in	ADP
sc-1106	248	3	-	-	PUNCT
sc-1106	248	4	app	app	NOUN
sc-1106	248	5	notifications	notification	NOUN
sc-1106	248	6	•	•	ADP
sc-1106	248	7	push	push	NOUN
sc-1106	248	8	notifications	notification	NOUN
sc-1106	248	9	•	•	NUM
sc-1106	248	10	sms	sms	PROPN
sc-1106	248	11	•	•	NOUN
sc-1106	248	12	email	email	NOUN
sc-1106	248	13	•	•	NOUN
sc-1106	248	14	reminders	reminder	NOUN
sc-1106	248	15	registered	register	VERB
sc-1106	248	16	and	and	CCONJ
sc-1106	248	17	activated	activate	VERB
sc-1106	248	18	•	•	NOUN
sc-1106	248	19	encourage	encourage	VERB
sc-1106	248	20	greater	great	ADJ
sc-1106	248	21	use	use	NOUN
sc-1106	248	22	of	of	ADP
sc-1106	248	23	the	the	DET
sc-1106	248	24	app	app	NOUN
sc-1106	248	25	with	with	ADP
sc-1106	248	26	rewards	reward	NOUN
sc-1106	248	27	(	(	PUNCT
sc-1106	248	28	cashback	cashback	NOUN
sc-1106	248	29	,	,	PUNCT
sc-1106	248	30	ticket	ticket	NOUN
sc-1106	248	31	discount	discount	NOUN
sc-1106	248	32	)	)	PUNCT
sc-1106	248	33	.	.	PUNCT
sc-1106	249	1	•	•	ADJ
sc-1106	249	2	in	in	ADP
sc-1106	249	3	-	-	PUNCT
sc-1106	249	4	app	app	NOUN
sc-1106	249	5	notifications	notification	NOUN
sc-1106	249	6	•	•	ADP
sc-1106	249	7	push	push	NOUN
sc-1106	249	8	notifications	notification	NOUN
sc-1106	249	9	•	•	NUM
sc-1106	249	10	sms	sms	PROPN
sc-1106	249	11	•	•	NOUN
sc-1106	249	12	email	email	NOUN
sc-1106	249	13	•	•	NOUN
sc-1106	249	14	reminders	reminder	NOUN
sc-1106	249	15	user	user	NOUN
sc-1106	249	16	engagement	engagement	NOUN
sc-1106	249	17	once	once	ADV
sc-1106	249	18	familiar	familiar	ADJ
sc-1106	249	19	with	with	ADP
sc-1106	249	20	the	the	DET
sc-1106	249	21	service	service	NOUN
sc-1106	249	22	,	,	PUNCT
sc-1106	249	23	users	user	NOUN
sc-1106	249	24	need	need	VERB
sc-1106	249	25	to	to	PART
sc-1106	249	26	be	be	AUX
sc-1106	249	27	converted	convert	VERB
sc-1106	249	28	and	and	CCONJ
sc-1106	249	29	start	start	VERB
sc-1106	249	30	using	use	VERB
sc-1106	249	31	it	it	PRON
sc-1106	249	32	consistently	consistently	ADV
sc-1106	249	33	and	and	CCONJ
sc-1106	249	34	frequently	frequently	ADV
sc-1106	249	35	.	.	PUNCT
sc-1106	250	1	the	the	DET
sc-1106	250	2	data	datum	NOUN
sc-1106	250	3	collected	collect	VERB
sc-1106	250	4	shows	show	VERB
sc-1106	250	5	that	that	SCONJ
sc-1106	250	6	9.9	9.9	NUM
sc-1106	250	7	%	%	NOUN
sc-1106	250	8	of	of	ADP
sc-1106	250	9	the	the	DET
sc-1106	250	10	complainants	complainant	NOUN
sc-1106	250	11	are	be	AUX
sc-1106	250	12	people	people	NOUN
sc-1106	250	13	who	who	PRON
sc-1106	250	14	complained	complain	VERB
sc-1106	250	15	before	before	ADP
sc-1106	250	16	traveling	travel	VERB
sc-1106	250	17	with	with	ADP
sc-1106	250	18	the	the	DET
sc-1106	250	19	app	app	NOUN
sc-1106	250	20	.	.	PUNCT
sc-1106	251	1	in	in	ADP
sc-1106	251	2	addition	addition	NOUN
sc-1106	251	3	,	,	PUNCT
sc-1106	251	4	3.7	3.7	NUM
sc-1106	251	5	%	%	NOUN
sc-1106	251	6	are	be	AUX
sc-1106	251	7	users	user	NOUN
sc-1106	251	8	who	who	PRON
sc-1106	251	9	complained	complain	VERB
sc-1106	251	10	shortly	shortly	ADV
sc-1106	251	11	after	after	ADP
sc-1106	251	12	using	use	VERB
sc-1106	251	13	the	the	DET
sc-1106	251	14	app	app	NOUN
sc-1106	251	15	for	for	ADP
sc-1106	251	16	the	the	DET
sc-1106	251	17	first	first	ADJ
sc-1106	251	18	time	time	NOUN
sc-1106	251	19	.	.	PUNCT
sc-1106	252	1	if	if	SCONJ
sc-1106	252	2	these	these	DET
sc-1106	252	3	values	value	NOUN
sc-1106	252	4	are	be	AUX
sc-1106	252	5	not	not	PART
sc-1106	252	6	taken	take	VERB
sc-1106	252	7	into	into	ADP
sc-1106	252	8	account	account	NOUN
sc-1106	252	9	and	and	CCONJ
sc-1106	252	10	if	if	SCONJ
sc-1106	252	11	these	these	DET
sc-1106	252	12	users	user	NOUN
sc-1106	252	13	are	be	AUX
sc-1106	252	14	not	not	PART
sc-1106	252	15	motivated	motivated	ADJ
sc-1106	252	16	to	to	PART
sc-1106	252	17	give	give	VERB
sc-1106	252	18	the	the	DET
sc-1106	252	19	service	service	NOUN
sc-1106	252	20	a	a	DET
sc-1106	252	21	new	new	ADJ
sc-1106	252	22	chance	chance	NOUN
sc-1106	252	23	,	,	PUNCT
sc-1106	252	24	it	it	PRON
sc-1106	252	25	is	be	AUX
sc-1106	252	26	very	very	ADV
sc-1106	252	27	likely	likely	ADJ
sc-1106	252	28	that	that	SCONJ
sc-1106	252	29	they	they	PRON
sc-1106	252	30	will	will	AUX
sc-1106	252	31	churn	churn	VERB
sc-1106	252	32	it	it	PRON
sc-1106	252	33	.	.	PUNCT
sc-1106	253	1	at	at	ADP
sc-1106	253	2	this	this	DET
sc-1106	253	3	stage	stage	NOUN
sc-1106	253	4	of	of	ADP
sc-1106	253	5	the	the	DET
sc-1106	253	6	cycle	cycle	NOUN
sc-1106	253	7	,	,	PUNCT
sc-1106	253	8	the	the	DET
sc-1106	253	9	service	service	NOUN
sc-1106	253	10	should	should	AUX
sc-1106	253	11	encourage	encourage	VERB
sc-1106	253	12	the	the	DET
sc-1106	253	13	consumer	consumer	NOUN
sc-1106	253	14	to	to	PART
sc-1106	253	15	perform	perform	VERB
sc-1106	253	16	actions	action	NOUN
sc-1106	253	17	on	on	ADP
sc-1106	253	18	the	the	DET
sc-1106	253	19	app	app	NOUN
sc-1106	253	20	be	be	AUX
sc-1106	253	21	it	it	PRON
sc-1106	253	22	filling	fill	VERB
sc-1106	253	23	out	out	ADP
sc-1106	253	24	payment	payment	NOUN
sc-1106	253	25	information	information	NOUN
sc-1106	253	26	or	or	CCONJ
sc-1106	253	27	taking	take	VERB
sc-1106	253	28	a	a	DET
sc-1106	253	29	trip	trip	NOUN
sc-1106	253	30	stimulating	stimulate	VERB
sc-1106	253	31	the	the	DET
sc-1106	253	32	commitment	commitment	NOUN
sc-1106	253	33	already	already	ADV
sc-1106	253	34	established	establish	VERB
sc-1106	253	35	.	.	PUNCT
sc-1106	254	1	notifications	notification	NOUN
sc-1106	254	2	with	with	ADP
sc-1106	254	3	special	special	ADJ
sc-1106	254	4	offers	offer	NOUN
sc-1106	254	5	are	be	AUX
sc-1106	254	6	also	also	ADV
sc-1106	254	7	useful	useful	ADJ
sc-1106	254	8	to	to	PART
sc-1106	254	9	promote	promote	VERB
sc-1106	254	10	constant	constant	ADJ
sc-1106	254	11	use	use	NOUN
sc-1106	254	12	and	and	CCONJ
sc-1106	254	13	encourage	encourage	VERB
sc-1106	254	14	repeated	repeat	VERB
sc-1106	254	15	interactions	interaction	NOUN
sc-1106	254	16	for	for	ADP
sc-1106	254	17	example	example	NOUN
sc-1106	254	18	,	,	PUNCT
sc-1106	254	19	trips	trip	NOUN
sc-1106	254	20	of	of	ADP
sc-1106	254	21	the	the	DET
sc-1106	254	22	same	same	ADJ
sc-1106	254	23	type	type	NOUN
sc-1106	254	24	or	or	CCONJ
sc-1106	254	25	with	with	ADP
sc-1106	254	26	similar	similar	ADJ
sc-1106	254	27	routes	route	NOUN
sc-1106	254	28	.	.	PUNCT
sc-1106	255	1	table	table	NOUN
sc-1106	255	2	4	4	NUM
sc-1106	255	3	shows	show	VERB
sc-1106	255	4	the	the	DET
sc-1106	255	5	different	different	ADJ
sc-1106	255	6	strategies	strategy	NOUN
sc-1106	255	7	to	to	PART
sc-1106	255	8	be	be	AUX
sc-1106	255	9	targeted	target	VERB
sc-1106	255	10	at	at	ADP
sc-1106	255	11	different	different	ADJ
sc-1106	255	12	users	user	NOUN
sc-1106	255	13	at	at	ADP
sc-1106	255	14	the	the	DET
sc-1106	255	15	engagement	engagement	NOUN
sc-1106	255	16	stage	stage	NOUN
sc-1106	255	17	.	.	PUNCT
sc-1106	256	1	table	table	NOUN
sc-1106	256	2	4	4	NUM
sc-1106	256	3	.	.	PUNCT
sc-1106	256	4	strategy	strategy	NOUN
sc-1106	256	5	to	to	PART
sc-1106	256	6	improve	improve	VERB
sc-1106	256	7	user	user	NOUN
sc-1106	256	8	engagement	engagement	NOUN
sc-1106	256	9	for	for	ADP
sc-1106	256	10	different	different	ADJ
sc-1106	256	11	types	type	NOUN
sc-1106	256	12	of	of	ADP
sc-1106	256	13	user	user	NOUN
sc-1106	256	14	segments	segment	NOUN
sc-1106	256	15	.	.	PUNCT
sc-1106	257	1	user	user	NOUN
sc-1106	257	2	segment	segment	NOUN
sc-1106	257	3	tactics	tactic	NOUN
sc-1106	257	4	channels	channel	NOUN
sc-1106	257	5	onboarded	onboarde	VERB
sc-1106	257	6	but	but	CCONJ
sc-1106	257	7	non	non	ADJ
sc-1106	257	8	-	-	ADJ
sc-1106	257	9	converted	converted	ADJ
sc-1106	257	10	•	•	NUM
sc-1106	257	11	urge	urge	NOUN
sc-1106	257	12	users	user	NOUN
sc-1106	257	13	to	to	PART
sc-1106	257	14	make	make	VERB
sc-1106	257	15	their	their	PRON
sc-1106	257	16	first	first	ADJ
sc-1106	257	17	travel	travel	NOUN
sc-1106	257	18	using	use	VERB
sc-1106	257	19	the	the	DET
sc-1106	257	20	app	app	NOUN
sc-1106	257	21	–	–	PUNCT
sc-1106	257	22	push	push	VERB
sc-1106	257	23	different	different	ADJ
sc-1106	257	24	use	use	NOUN
sc-1106	257	25	cases	case	NOUN
sc-1106	257	26	at	at	ADP
sc-1106	257	27	different	different	ADJ
sc-1106	257	28	times	time	NOUN
sc-1106	257	29	.	.	PUNCT
sc-1106	258	1	•	•	NUM
sc-1106	258	2	create	create	VERB
sc-1106	258	3	custom	custom	NOUN
sc-1106	258	4	campaigns	campaign	NOUN
sc-1106	258	5	offering	offer	VERB
sc-1106	258	6	rewards	reward	NOUN
sc-1106	258	7	for	for	ADP
sc-1106	258	8	first	first	ADJ
sc-1106	258	9	users	user	NOUN
sc-1106	258	10	(	(	PUNCT
sc-1106	258	11	cashback	cashback	NOUN
sc-1106	258	12	or	or	CCONJ
sc-1106	258	13	travel	travel	NOUN
sc-1106	258	14	discount	discount	NOUN
sc-1106	258	15	)	)	PUNCT
sc-1106	258	16	.	.	PUNCT
sc-1106	259	1	•	•	ADJ
sc-1106	259	2	in	in	ADP
sc-1106	259	3	-	-	PUNCT
sc-1106	259	4	app	app	NOUN
sc-1106	259	5	notifications	notification	NOUN
sc-1106	259	6	•	•	ADP
sc-1106	259	7	push	push	NOUN
sc-1106	259	8	notifications	notification	NOUN
sc-1106	259	9	first	first	ADJ
sc-1106	259	10	-	-	PUNCT
sc-1106	259	11	time	time	NOUN
sc-1106	259	12	converted	convert	VERB
sc-1106	259	13	•	•	NOUN
sc-1106	259	14	confirm	confirm	VERB
sc-1106	259	15	completion	completion	NOUN
sc-1106	259	16	of	of	ADP
sc-1106	259	17	first	first	ADJ
sc-1106	259	18	travel	travel	NOUN
sc-1106	259	19	.	.	PUNCT
sc-1106	260	1	thank	thank	VERB
sc-1106	260	2	the	the	DET
sc-1106	260	3	choice	choice	NOUN
sc-1106	260	4	of	of	ADP
sc-1106	260	5	service	service	NOUN
sc-1106	260	6	,	,	PUNCT
sc-1106	260	7	up	up	ADP
sc-1106	260	8	to	to	PART
sc-1106	260	9	5	5	NUM
sc-1106	260	10	min	min	NOUN
sc-1106	260	11	after	after	SCONJ
sc-1106	260	12	it	it	PRON
sc-1106	260	13	finishes	finish	VERB
sc-1106	260	14	.	.	PUNCT
sc-1106	261	1	•	•	NUM
sc-1106	261	2	encourage	encourage	VERB
sc-1106	261	3	users	user	NOUN
sc-1106	261	4	to	to	PART
sc-1106	261	5	keep	keep	VERB
sc-1106	261	6	using	use	VERB
sc-1106	261	7	the	the	DET
sc-1106	261	8	app	app	NOUN
sc-1106	261	9	.	.	PROPN
sc-1106	261	10	•	•	NUM
sc-1106	261	11	push	push	NOUN
sc-1106	261	12	notifications	notification	NOUN
sc-1106	261	13	•	•	NUM
sc-1106	261	14	sms	sms	PROPN
sc-1106	261	15	•	•	NOUN
sc-1106	261	16	email	email	NOUN
sc-1106	261	17	repeat	repeat	NOUN
sc-1106	261	18	converted	convert	VERB
sc-1106	261	19	•	•	ADP
sc-1106	261	20	encourage	encourage	VERB
sc-1106	261	21	continuous	continuous	ADJ
sc-1106	261	22	use	use	NOUN
sc-1106	261	23	through	through	ADP
sc-1106	261	24	targeted	target	VERB
sc-1106	261	25	personalized	personalized	ADJ
sc-1106	261	26	campaigns	campaign	NOUN
sc-1106	261	27	based	base	VERB
sc-1106	261	28	on	on	ADP
sc-1106	261	29	usage	usage	NOUN
sc-1106	261	30	patterns	pattern	NOUN
sc-1106	261	31	.	.	PUNCT
sc-1106	262	1	•	•	ADV
sc-1106	262	2	promote	promote	VERB
sc-1106	262	3	different	different	ADJ
sc-1106	262	4	services	service	NOUN
sc-1106	262	5	with	with	ADP
sc-1106	262	6	rewards	reward	NOUN
sc-1106	262	7	(	(	PUNCT
sc-1106	262	8	cashback	cashback	NOUN
sc-1106	262	9	or	or	CCONJ
sc-1106	262	10	travel	travel	NOUN
sc-1106	262	11	discount	discount	NOUN
sc-1106	262	12	)	)	PUNCT
sc-1106	262	13	.	.	PUNCT
sc-1106	263	1	•	•	ADJ
sc-1106	263	2	in	in	ADP
sc-1106	263	3	-	-	PUNCT
sc-1106	263	4	app	app	NOUN
sc-1106	263	5	notifications	notification	NOUN
sc-1106	263	6	•	•	ADP
sc-1106	263	7	push	push	NOUN
sc-1106	263	8	notifications	notification	NOUN
sc-1106	263	9	•	•	NUM
sc-1106	263	10	sms	sms	PROPN
sc-1106	263	11	•	•	NOUN
sc-1106	263	12	email	email	NOUN
sc-1106	263	13	users	user	NOUN
sc-1106	263	14	not	not	PART
sc-1106	263	15	completing	complete	VERB
sc-1106	263	16	actions	action	NOUN
sc-1106	263	17	(	(	PUNCT
sc-1106	263	18	abandonment	abandonment	NOUN
sc-1106	263	19	)	)	PUNCT
sc-1106	263	20	•	•	NUM
sc-1106	263	21	notify	notify	VERB
sc-1106	263	22	users	user	NOUN
sc-1106	263	23	1	1	NUM
sc-1106	263	24	hour	hour	NOUN
sc-1106	263	25	and	and	CCONJ
sc-1106	263	26	24	24	NUM
sc-1106	263	27	hours	hour	NOUN
sc-1106	263	28	after	after	SCONJ
sc-1106	263	29	they	they	PRON
sc-1106	263	30	abandon	abandon	VERB
sc-1106	263	31	a	a	DET
sc-1106	263	32	task	task	NOUN
sc-1106	263	33	.	.	PUNCT
sc-1106	264	1	•	•	NUM
sc-1106	264	2	push	push	NOUN
sc-1106	264	3	notifications	notification	NOUN
sc-1106	264	4	•	•	NUM
sc-1106	264	5	sms	sms	PROPN
sc-1106	264	6	•	•	NOUN
sc-1106	264	7	email	email	NOUN
sc-1106	264	8	•	•	NOUN
sc-1106	264	9	reminders	reminder	NOUN
sc-1106	264	10	no	no	DET
sc-1106	264	11	activity	activity	NOUN
sc-1106	264	12	•	•	NOUN
sc-1106	264	13	remind	remind	VERB
sc-1106	264	14	users	user	NOUN
sc-1106	264	15	that	that	PRON
sc-1106	264	16	have	have	VERB
sc-1106	264	17	no	no	DET
sc-1106	264	18	activity	activity	NOUN
sc-1106	264	19	in	in	ADP
sc-1106	264	20	the	the	DET
sc-1106	264	21	app	app	NOUN
sc-1106	264	22	in	in	ADP
sc-1106	264	23	the	the	DET
sc-1106	264	24	last	last	ADJ
sc-1106	264	25	30	30	NUM
sc-1106	264	26	days	day	NOUN
sc-1106	264	27	.	.	PUNCT
sc-1106	265	1	•	•	NUM
sc-1106	265	2	push	push	NOUN
sc-1106	265	3	notifications	notification	NOUN
sc-1106	265	4	•	•	NUM
sc-1106	265	5	sms	sms	PROPN
sc-1106	265	6	•	•	NOUN
sc-1106	265	7	email	email	NOUN
sc-1106	265	8	user	user	NOUN
sc-1106	265	9	retention	retention	NOUN
sc-1106	265	10	mobile	mobile	ADJ
sc-1106	265	11	ticketing	ticketing	NOUN
sc-1106	265	12	applications	application	NOUN
sc-1106	265	13	services	service	NOUN
sc-1106	265	14	tend	tend	VERB
sc-1106	265	15	to	to	PART
sc-1106	265	16	have	have	VERB
sc-1106	265	17	difficulty	difficulty	NOUN
sc-1106	265	18	retaining	retain	VERB
sc-1106	265	19	users	user	NOUN
sc-1106	265	20	.	.	PUNCT
sc-1106	266	1	a	a	DET
sc-1106	266	2	consistent	consistent	ADJ
sc-1106	266	3	and	and	CCONJ
sc-1106	266	4	constant	constant	ADJ
sc-1106	266	5	customer	customer	NOUN
sc-1106	266	6	base	base	NOUN
sc-1106	266	7	is	be	AUX
sc-1106	266	8	the	the	DET
sc-1106	266	9	main	main	ADJ
sc-1106	266	10	basis	basis	NOUN
sc-1106	266	11	for	for	ADP
sc-1106	266	12	the	the	DET
sc-1106	266	13	sustainable	sustainable	ADJ
sc-1106	266	14	growth	growth	NOUN
sc-1106	266	15	of	of	ADP
sc-1106	266	16	any	any	DET
sc-1106	266	17	service	service	NOUN
sc-1106	266	18	.	.	PUNCT
sc-1106	267	1	at	at	ADP
sc-1106	267	2	this	this	DET
sc-1106	267	3	stage	stage	NOUN
sc-1106	267	4	,	,	PUNCT
sc-1106	267	5	the	the	DET
sc-1106	267	6	data	datum	NOUN
sc-1106	267	7	on	on	ADP
sc-1106	267	8	the	the	DET
sc-1106	267	9	number	number	NOUN
sc-1106	267	10	of	of	ADP
sc-1106	267	11	complaints	complaint	NOUN
sc-1106	267	12	and	and	CCONJ
sc-1106	267	13	the	the	DET
sc-1106	267	14	number	number	NOUN
sc-1106	267	15	of	of	ADP
sc-1106	267	16	claimants	claimant	NOUN
sc-1106	267	17	for	for	ADP
sc-1106	267	18	each	each	DET
sc-1106	267	19	social	social	ADJ
sc-1106	267	20	profile	profile	NOUN
sc-1106	267	21	are	be	AUX
sc-1106	267	22	noteworthy	noteworthy	ADJ
sc-1106	267	23	.	.	PUNCT
sc-1106	268	1	while	while	SCONJ
sc-1106	268	2	in	in	ADP
sc-1106	268	3	the	the	DET
sc-1106	268	4	"	"	PUNCT
sc-1106	268	5	normal	normal	ADJ
sc-1106	268	6	"	"	PUNCT
sc-1106	268	7	profile	profile	NOUN
sc-1106	268	8	the	the	DET
sc-1106	268	9	number	number	NOUN
sc-1106	268	10	of	of	ADP
sc-1106	268	11	complaints	complaint	NOUN
sc-1106	268	12	per	per	ADP
sc-1106	268	13	claimant	claimant	NOUN
sc-1106	268	14	is	be	AUX
sc-1106	268	15	approximately	approximately	ADV
sc-1106	268	16	3/2	3/2	NUM
sc-1106	268	17	,	,	PUNCT
sc-1106	268	18	in	in	ADP
sc-1106	268	19	the	the	DET
sc-1106	268	20	rest	rest	NOUN
sc-1106	268	21	the	the	DET
sc-1106	268	22	values	value	NOUN
sc-1106	268	23	increase	increase	VERB
sc-1106	268	24	by	by	ADP
sc-1106	268	25	approximately	approximately	ADV
sc-1106	268	26	two	two	NUM
sc-1106	268	27	times	time	NOUN
sc-1106	268	28	.	.	PUNCT
sc-1106	269	1	this	this	DET
sc-1106	269	2	information	information	NOUN
sc-1106	269	3	can	can	AUX
sc-1106	269	4	become	become	VERB
sc-1106	269	5	relevant	relevant	ADJ
sc-1106	269	6	as	as	SCONJ
sc-1106	269	7	users	user	NOUN
sc-1106	269	8	dissatisfied	dissatisfied	ADJ
sc-1106	269	9	with	with	ADP
sc-1106	269	10	the	the	DET
sc-1106	269	11	service	service	NOUN
sc-1106	269	12	tend	tend	VERB
sc-1106	269	13	not	not	PART
sc-1106	269	14	only	only	ADV
sc-1106	269	15	to	to	PART
sc-1106	269	16	abandon	abandon	VERB
sc-1106	269	17	it	it	PRON
sc-1106	269	18	,	,	PUNCT
sc-1106	269	19	but	but	CCONJ
sc-1106	269	20	to	to	PART
sc-1106	269	21	negatively	negatively	ADV
sc-1106	269	22	influence	influence	VERB
sc-1106	269	23	potential	potential	ADJ
sc-1106	269	24	new	new	ADJ
sc-1106	269	25	users	user	NOUN
sc-1106	269	26	.	.	PUNCT
sc-1106	270	1	the	the	DET
sc-1106	270	2	more	more	ADJ
sc-1106	270	3	complaints	complaint	NOUN
sc-1106	270	4	a	a	DET
sc-1106	270	5	person	person	NOUN
sc-1106	270	6	sends	send	VERB
sc-1106	270	7	,	,	PUNCT
sc-1106	270	8	the	the	PRON
sc-1106	270	9	greater	great	ADJ
sc-1106	270	10	their	their	PRON
sc-1106	270	11	dissatisfaction	dissatisfaction	NOUN
sc-1106	270	12	with	with	ADP
sc-1106	270	13	the	the	DET
sc-1106	270	14	service	service	NOUN
sc-1106	270	15	and	and	CCONJ
sc-1106	270	16	the	the	PRON
sc-1106	270	17	greater	great	ADJ
sc-1106	270	18	the	the	DET
sc-1106	270	19	likelihood	likelihood	NOUN
sc-1106	270	20	of	of	ADP
sc-1106	270	21	canceling	cancel	VERB
sc-1106	270	22	it	it	PRON
sc-1106	270	23	.	.	PUNCT
sc-1106	271	1	eai	eai	PROPN
sc-1106	271	2	endorsed	endorse	VERB
sc-1106	271	3	transactions	transaction	NOUN
sc-1106	271	4	on	on	ADP
sc-1106	271	5	smart	smart	ADJ
sc-1106	271	6	cities	city	NOUN
sc-1106	271	7	04	04	NUM
sc-1106	271	8	2021	2021	NUM
sc-1106	271	9	08	08	NUM
sc-1106	271	10	2021	2021	NUM
sc-1106	271	11	|	|	ADV
sc-1106	271	12	volume	volume	NOUN
sc-1106	271	13	5	5	NUM
sc-1106	271	14	|	|	ADV
sc-1106	271	15	issue	issue	VERB
sc-1106	271	16	15	15	NUM
sc-1106	271	17	|	|	ADV
sc-1106	271	18	e5	e5	INTJ
sc-1106	271	19	towards	towards	ADP
sc-1106	271	20	strategies	strategy	NOUN
sc-1106	271	21	to	to	PART
sc-1106	271	22	capture	capture	VERB
sc-1106	271	23	and	and	CCONJ
sc-1106	271	24	retain	retain	VERB
sc-1106	271	25	mobile	mobile	ADJ
sc-1106	271	26	ticketing	ticket	VERB
sc-1106	271	27	customers	customer	NOUN
sc-1106	271	28	9	9	NUM
sc-1106	271	29	to	to	PART
sc-1106	271	30	optimize	optimize	VERB
sc-1106	271	31	retention	retention	NOUN
sc-1106	271	32	,	,	PUNCT
sc-1106	271	33	users	user	NOUN
sc-1106	271	34	can	can	AUX
sc-1106	271	35	be	be	AUX
sc-1106	271	36	motivated	motivate	VERB
sc-1106	271	37	to	to	PART
sc-1106	271	38	repeat	repeat	VERB
sc-1106	271	39	the	the	DET
sc-1106	271	40	same	same	ADJ
sc-1106	271	41	interactions	interaction	NOUN
sc-1106	271	42	with	with	ADP
sc-1106	271	43	the	the	DET
sc-1106	271	44	app	app	NOUN
sc-1106	271	45	in	in	ADP
sc-1106	271	46	exchange	exchange	NOUN
sc-1106	271	47	for	for	ADP
sc-1106	271	48	discounts	discount	NOUN
sc-1106	271	49	on	on	ADP
sc-1106	271	50	regular	regular	ADJ
sc-1106	271	51	travel	travel	NOUN
sc-1106	271	52	or	or	CCONJ
sc-1106	271	53	reimbursement	reimbursement	NOUN
sc-1106	271	54	of	of	ADP
sc-1106	271	55	the	the	DET
sc-1106	271	56	amount	amount	NOUN
sc-1106	271	57	to	to	PART
sc-1106	271	58	be	be	AUX
sc-1106	271	59	paid	pay	VERB
sc-1106	271	60	at	at	ADP
sc-1106	271	61	the	the	DET
sc-1106	271	62	end	end	NOUN
sc-1106	271	63	of	of	ADP
sc-1106	271	64	each	each	DET
sc-1106	271	65	month	month	NOUN
sc-1106	271	66	.	.	PUNCT
sc-1106	272	1	careful	careful	ADJ
sc-1106	272	2	and	and	CCONJ
sc-1106	272	3	attentive	attentive	ADJ
sc-1106	272	4	analysis	analysis	NOUN
sc-1106	272	5	must	must	AUX
sc-1106	272	6	be	be	AUX
sc-1106	272	7	carried	carry	VERB
sc-1106	272	8	out	out	ADP
sc-1106	272	9	to	to	PART
sc-1106	272	10	control	control	VERB
sc-1106	272	11	the	the	DET
sc-1106	272	12	retention	retention	NOUN
sc-1106	272	13	rates	rate	NOUN
sc-1106	272	14	of	of	ADP
sc-1106	272	15	current	current	ADJ
sc-1106	272	16	and	and	CCONJ
sc-1106	272	17	potential	potential	ADJ
sc-1106	272	18	users	user	NOUN
sc-1106	272	19	,	,	PUNCT
sc-1106	272	20	as	as	ADV
sc-1106	272	21	well	well	ADV
sc-1106	272	22	as	as	ADP
sc-1106	272	23	personalized	personalized	ADJ
sc-1106	272	24	promotional	promotional	ADJ
sc-1106	272	25	campaigns	campaign	NOUN
sc-1106	272	26	and	and	CCONJ
sc-1106	272	27	reminder	reminder	NOUN
sc-1106	272	28	of	of	ADP
sc-1106	272	29	available	available	ADJ
sc-1106	272	30	offers	offer	NOUN
sc-1106	272	31	.	.	PUNCT
sc-1106	273	1	table	table	NOUN
sc-1106	273	2	5	5	NUM
sc-1106	273	3	shows	show	VERB
sc-1106	273	4	some	some	DET
sc-1106	273	5	tactics	tactic	NOUN
sc-1106	273	6	to	to	PART
sc-1106	273	7	be	be	AUX
sc-1106	273	8	implemented	implement	VERB
sc-1106	273	9	.	.	PUNCT
sc-1106	274	1	table	table	NOUN
sc-1106	274	2	5	5	NUM
sc-1106	274	3	.	.	PUNCT
sc-1106	274	4	strategy	strategy	NOUN
sc-1106	274	5	to	to	PART
sc-1106	274	6	improve	improve	VERB
sc-1106	274	7	user	user	NOUN
sc-1106	274	8	retention	retention	NOUN
sc-1106	274	9	for	for	ADP
sc-1106	274	10	different	different	ADJ
sc-1106	274	11	types	type	NOUN
sc-1106	274	12	of	of	ADP
sc-1106	274	13	user	user	NOUN
sc-1106	274	14	segments	segment	NOUN
sc-1106	274	15	.	.	PUNCT
sc-1106	275	1	user	user	NOUN
sc-1106	275	2	segment	segment	PROPN
sc-1106	275	3	tactics	tactic	NOUN
sc-1106	275	4	channels	channel	NOUN
sc-1106	275	5	engaged	engage	VERB
sc-1106	275	6	but	but	CCONJ
sc-1106	275	7	not	not	PART
sc-1106	275	8	loyal	loyal	ADJ
sc-1106	275	9	(	(	PUNCT
sc-1106	275	10	hibernating	hibernating	NOUN
sc-1106	275	11	)	)	PUNCT
sc-1106	275	12	•	•	X
sc-1106	275	13	communicate	communicate	VERB
sc-1106	275	14	with	with	ADP
sc-1106	275	15	the	the	DET
sc-1106	275	16	user	user	NOUN
sc-1106	275	17	and	and	CCONJ
sc-1106	275	18	understand	understand	VERB
sc-1106	275	19	what	what	PRON
sc-1106	275	20	’s	’	VERB
sc-1106	275	21	their	their	PRON
sc-1106	275	22	perception	perception	NOUN
sc-1106	275	23	of	of	ADP
sc-1106	275	24	the	the	DET
sc-1106	275	25	app	app	NOUN
sc-1106	275	26	.	.	PUNCT
sc-1106	276	1	send	send	VERB
sc-1106	276	2	messages	message	NOUN
sc-1106	276	3	to	to	PART
sc-1106	276	4	obtain	obtain	VERB
sc-1106	276	5	an	an	DET
sc-1106	276	6	assessment	assessment	NOUN
sc-1106	276	7	of	of	ADP
sc-1106	276	8	the	the	DET
sc-1106	276	9	service	service	NOUN
sc-1106	276	10	.	.	PUNCT
sc-1106	277	1	•	•	NUM
sc-1106	277	2	send	send	VERB
sc-1106	277	3	customized	customized	ADJ
sc-1106	277	4	campaigns	campaign	NOUN
sc-1106	277	5	with	with	ADP
sc-1106	277	6	"	"	PUNCT
sc-1106	277	7	we	we	PRON
sc-1106	277	8	miss	miss	VERB
sc-1106	277	9	you	you	PRON
sc-1106	277	10	”	"	PUNCT
sc-1106	277	11	messages	message	NOUN
sc-1106	277	12	.	.	PUNCT
sc-1106	278	1	•	•	NOUN
sc-1106	278	2	in	in	ADP
sc-1106	278	3	-	-	PUNCT
sc-1106	278	4	app	app	NOUN
sc-1106	278	5	notifications	notification	NOUN
sc-1106	278	6	•	•	ADP
sc-1106	278	7	push	push	NOUN
sc-1106	278	8	notifications	notification	NOUN
sc-1106	278	9	•	•	NOUN
sc-1106	278	10	email	email	NOUN
sc-1106	278	11	engaged	engage	VERB
sc-1106	278	12	and	and	CCONJ
sc-1106	278	13	loyal	loyal	ADJ
sc-1106	278	14	•	•	NOUN
sc-1106	278	15	ensure	ensure	VERB
sc-1106	278	16	app	app	NOUN
sc-1106	278	17	rating	rating	NOUN
sc-1106	278	18	and	and	CCONJ
sc-1106	278	19	reviews	review	NOUN
sc-1106	278	20	.	.	PUNCT
sc-1106	279	1	•	•	NUM
sc-1106	279	2	reward	reward	NOUN
sc-1106	279	3	loyalty	loyalty	NOUN
sc-1106	279	4	with	with	ADP
sc-1106	279	5	travel	travel	NOUN
sc-1106	279	6	discounts	discount	NOUN
sc-1106	279	7	or	or	CCONJ
sc-1106	279	8	cashback	cashback	NOUN
sc-1106	279	9	.	.	PUNCT
sc-1106	280	1	•	•	ADJ
sc-1106	280	2	in	in	ADP
sc-1106	280	3	-	-	PUNCT
sc-1106	280	4	app	app	NOUN
sc-1106	280	5	notifications	notification	NOUN
sc-1106	280	6	•	•	ADP
sc-1106	280	7	push	push	NOUN
sc-1106	280	8	notifications	notification	NOUN
sc-1106	280	9	•	•	NOUN
sc-1106	280	10	email	email	NOUN
sc-1106	280	11	user	user	NOUN
sc-1106	280	12	reinstall	reinstall	VERB
sc-1106	280	13	the	the	DET
sc-1106	280	14	reasons	reason	NOUN
sc-1106	280	15	for	for	ADP
sc-1106	280	16	uninstalling	uninstalle	VERB
sc-1106	280	17	a	a	DET
sc-1106	280	18	mobile	mobile	ADJ
sc-1106	280	19	application	application	NOUN
sc-1106	280	20	can	can	AUX
sc-1106	280	21	be	be	AUX
sc-1106	280	22	of	of	ADP
sc-1106	280	23	the	the	DET
sc-1106	280	24	most	most	ADV
sc-1106	280	25	varied	varied	ADJ
sc-1106	280	26	types	type	NOUN
sc-1106	280	27	,	,	PUNCT
sc-1106	280	28	from	from	ADP
sc-1106	280	29	problems	problem	NOUN
sc-1106	280	30	with	with	ADP
sc-1106	280	31	interaction	interaction	NOUN
sc-1106	280	32	with	with	ADP
sc-1106	280	33	the	the	DET
sc-1106	280	34	interface	interface	NOUN
sc-1106	280	35	,	,	PUNCT
sc-1106	280	36	inefficiency	inefficiency	NOUN
sc-1106	280	37	of	of	ADP
sc-1106	280	38	features	feature	NOUN
sc-1106	280	39	,	,	PUNCT
sc-1106	280	40	low	low	ADJ
sc-1106	280	41	performance	performance	NOUN
sc-1106	280	42	or	or	CCONJ
sc-1106	280	43	disastrous	disastrous	ADJ
sc-1106	280	44	user	user	NOUN
sc-1106	280	45	experience	experience	NOUN
sc-1106	280	46	.	.	PUNCT
sc-1106	281	1	at	at	ADP
sc-1106	281	2	this	this	DET
sc-1106	281	3	stage	stage	NOUN
sc-1106	281	4	,	,	PUNCT
sc-1106	281	5	it	it	PRON
sc-1106	281	6	is	be	AUX
sc-1106	281	7	important	important	ADJ
sc-1106	281	8	to	to	PART
sc-1106	281	9	consider	consider	VERB
sc-1106	281	10	the	the	DET
sc-1106	281	11	data	datum	NOUN
sc-1106	281	12	relating	relate	VERB
sc-1106	281	13	to	to	ADP
sc-1106	281	14	the	the	DET
sc-1106	281	15	effect	effect	NOUN
sc-1106	281	16	of	of	ADP
sc-1106	281	17	the	the	DET
sc-1106	281	18	last	last	ADJ
sc-1106	281	19	complaint	complaint	NOUN
sc-1106	281	20	.	.	PUNCT
sc-1106	282	1	in	in	ADP
sc-1106	282	2	other	other	ADJ
sc-1106	282	3	words	word	NOUN
sc-1106	282	4	,	,	PUNCT
sc-1106	282	5	21	21	NUM
sc-1106	282	6	%	%	NOUN
sc-1106	282	7	of	of	ADP
sc-1106	282	8	claimants	claimant	NOUN
sc-1106	282	9	have	have	AUX
sc-1106	282	10	stopped	stop	VERB
sc-1106	282	11	using	use	VERB
sc-1106	282	12	anda	anda	PROPN
sc-1106	282	13	since	since	SCONJ
sc-1106	282	14	the	the	DET
sc-1106	282	15	last	last	ADJ
sc-1106	282	16	complaint	complaint	NOUN
sc-1106	282	17	.	.	PUNCT
sc-1106	283	1	this	this	DET
sc-1106	283	2	aspect	aspect	NOUN
sc-1106	283	3	means	mean	VERB
sc-1106	283	4	that	that	SCONJ
sc-1106	283	5	the	the	DET
sc-1106	283	6	reasons	reason	NOUN
sc-1106	283	7	that	that	PRON
sc-1106	283	8	motivated	motivate	VERB
sc-1106	283	9	the	the	DET
sc-1106	283	10	complaint	complaint	NOUN
sc-1106	283	11	or	or	CCONJ
sc-1106	283	12	the	the	DET
sc-1106	283	13	resolution	resolution	NOUN
sc-1106	283	14	obtained	obtain	VERB
sc-1106	283	15	in	in	ADP
sc-1106	283	16	the	the	DET
sc-1106	283	17	complaint	complaint	NOUN
sc-1106	283	18	became	become	VERB
sc-1106	283	19	the	the	DET
sc-1106	283	20	reason	reason	NOUN
sc-1106	283	21	for	for	ADP
sc-1106	283	22	discontinuing	discontinue	VERB
sc-1106	283	23	the	the	DET
sc-1106	283	24	use	use	NOUN
sc-1106	283	25	of	of	ADP
sc-1106	283	26	the	the	DET
sc-1106	283	27	app	app	NOUN
sc-1106	283	28	.	.	PUNCT
sc-1106	284	1	thus	thus	ADV
sc-1106	284	2	,	,	PUNCT
sc-1106	284	3	the	the	DET
sc-1106	284	4	likelihood	likelihood	NOUN
sc-1106	284	5	of	of	ADP
sc-1106	284	6	uninstalling	uninstalle	VERB
sc-1106	284	7	the	the	DET
sc-1106	284	8	application	application	NOUN
sc-1106	284	9	increases	increase	VERB
sc-1106	284	10	the	the	DET
sc-1106	284	11	more	more	ADJ
sc-1106	284	12	time	time	NOUN
sc-1106	284	13	that	that	PRON
sc-1106	284	14	has	have	AUX
sc-1106	284	15	passed	pass	VERB
sc-1106	284	16	since	since	SCONJ
sc-1106	284	17	the	the	DET
sc-1106	284	18	last	last	ADJ
sc-1106	284	19	time	time	NOUN
sc-1106	284	20	it	it	PRON
sc-1106	284	21	was	be	AUX
sc-1106	284	22	used	use	VERB
sc-1106	284	23	.	.	PUNCT
sc-1106	285	1	to	to	PART
sc-1106	285	2	recover	recover	VERB
sc-1106	285	3	inactive	inactive	ADJ
sc-1106	285	4	or	or	CCONJ
sc-1106	285	5	discontinued	discontinued	ADJ
sc-1106	285	6	customers	customer	NOUN
sc-1106	285	7	,	,	PUNCT
sc-1106	285	8	conducting	conduct	VERB
sc-1106	285	9	an	an	DET
sc-1106	285	10	analysis	analysis	NOUN
sc-1106	285	11	of	of	ADP
sc-1106	285	12	user	user	NOUN
sc-1106	285	13	behavior	behavior	NOUN
sc-1106	285	14	,	,	PUNCT
sc-1106	285	15	as	as	ADV
sc-1106	285	16	well	well	ADV
sc-1106	285	17	as	as	ADP
sc-1106	285	18	requesting	request	VERB
sc-1106	285	19	feedback	feedback	NOUN
sc-1106	285	20	from	from	ADP
sc-1106	285	21	former	former	ADJ
sc-1106	285	22	customers	customer	NOUN
sc-1106	285	23	,	,	PUNCT
sc-1106	285	24	can	can	AUX
sc-1106	285	25	be	be	AUX
sc-1106	285	26	useful	useful	ADJ
sc-1106	285	27	to	to	PART
sc-1106	285	28	understand	understand	VERB
sc-1106	285	29	the	the	DET
sc-1106	285	30	points	point	NOUN
sc-1106	285	31	of	of	ADP
sc-1106	285	32	friction	friction	NOUN
sc-1106	285	33	between	between	ADP
sc-1106	285	34	them	they	PRON
sc-1106	285	35	and	and	CCONJ
sc-1106	285	36	the	the	DET
sc-1106	285	37	application	application	NOUN
sc-1106	285	38	and	and	CCONJ
sc-1106	285	39	possibly	possibly	ADV
sc-1106	285	40	eliminate	eliminate	VERB
sc-1106	285	41	them	they	PRON
sc-1106	285	42	.	.	PUNCT
sc-1106	286	1	to	to	PART
sc-1106	286	2	recover	recover	VERB
sc-1106	286	3	lost	lose	VERB
sc-1106	286	4	users	user	NOUN
sc-1106	286	5	,	,	PUNCT
sc-1106	286	6	targeted	target	VERB
sc-1106	286	7	promotional	promotional	ADJ
sc-1106	286	8	offers	offer	NOUN
sc-1106	286	9	can	can	AUX
sc-1106	286	10	be	be	AUX
sc-1106	286	11	put	put	VERB
sc-1106	286	12	into	into	ADP
sc-1106	286	13	action	action	NOUN
sc-1106	286	14	.	.	PUNCT
sc-1106	287	1	table	table	NOUN
sc-1106	287	2	6	6	NUM
sc-1106	287	3	presents	present	VERB
sc-1106	287	4	some	some	DET
sc-1106	287	5	strategies	strategy	NOUN
sc-1106	287	6	to	to	PART
sc-1106	287	7	be	be	AUX
sc-1106	287	8	used	use	VERB
sc-1106	287	9	.	.	PUNCT
sc-1106	288	1	4	4	X
sc-1106	288	2	.	.	X
sc-1106	288	3	conclusion	conclusion	VERB
sc-1106	288	4	the	the	DET
sc-1106	288	5	success	success	NOUN
sc-1106	288	6	of	of	ADP
sc-1106	288	7	mobile	mobile	ADJ
sc-1106	288	8	ticketing	ticketing	NOUN
sc-1106	288	9	applications	application	NOUN
sc-1106	288	10	depends	depend	VERB
sc-1106	288	11	a	a	DET
sc-1106	288	12	lot	lot	NOUN
sc-1106	288	13	on	on	ADP
sc-1106	288	14	the	the	DET
sc-1106	288	15	service	service	NOUN
sc-1106	288	16	provider	provider	NOUN
sc-1106	288	17	's	's	PART
sc-1106	288	18	ability	ability	NOUN
sc-1106	288	19	to	to	PART
sc-1106	288	20	attract	attract	VERB
sc-1106	288	21	and	and	CCONJ
sc-1106	288	22	retain	retain	VERB
sc-1106	288	23	customers	customer	NOUN
sc-1106	288	24	.	.	PUNCT
sc-1106	289	1	this	this	DET
sc-1106	289	2	article	article	NOUN
sc-1106	289	3	presents	present	VERB
sc-1106	289	4	an	an	DET
sc-1106	289	5	in	in	ADP
sc-1106	289	6	-	-	PUNCT
sc-1106	289	7	depth	depth	NOUN
sc-1106	289	8	study	study	NOUN
sc-1106	289	9	of	of	ADP
sc-1106	289	10	the	the	DET
sc-1106	289	11	reasons	reason	NOUN
sc-1106	289	12	that	that	PRON
sc-1106	289	13	lead	lead	VERB
sc-1106	289	14	mobile	mobile	ADJ
sc-1106	289	15	ticketing	ticket	VERB
sc-1106	289	16	customers	customer	NOUN
sc-1106	289	17	to	to	PART
sc-1106	289	18	adopt	adopt	VERB
sc-1106	289	19	or	or	CCONJ
sc-1106	289	20	abandon	abandon	VERB
sc-1106	289	21	this	this	DET
sc-1106	289	22	type	type	NOUN
sc-1106	289	23	of	of	ADP
sc-1106	289	24	service	service	NOUN
sc-1106	289	25	and	and	CCONJ
sc-1106	289	26	establishes	establish	VERB
sc-1106	289	27	a	a	DET
sc-1106	289	28	series	series	NOUN
sc-1106	289	29	of	of	ADP
sc-1106	289	30	strategies	strategy	NOUN
sc-1106	289	31	to	to	PART
sc-1106	289	32	attract	attract	VERB
sc-1106	289	33	and	and	CCONJ
sc-1106	289	34	retain	retain	VERB
sc-1106	289	35	customers	customer	NOUN
sc-1106	289	36	.	.	PUNCT
sc-1106	290	1	table	table	NOUN
sc-1106	290	2	6	6	NUM
sc-1106	290	3	.	.	PUNCT
sc-1106	290	4	strategy	strategy	NOUN
sc-1106	290	5	to	to	PART
sc-1106	290	6	improve	improve	VERB
sc-1106	290	7	user	user	NOUN
sc-1106	290	8	reinstall	reinstall	NOUN
sc-1106	290	9	for	for	ADP
sc-1106	290	10	different	different	ADJ
sc-1106	290	11	types	type	NOUN
sc-1106	290	12	of	of	ADP
sc-1106	290	13	user	user	NOUN
sc-1106	290	14	segments	segment	NOUN
sc-1106	290	15	.	.	PUNCT
sc-1106	291	1	user	user	NOUN
sc-1106	291	2	segment	segment	NOUN
sc-1106	291	3	tactics	tactic	NOUN
sc-1106	291	4	channels	channel	NOUN
sc-1106	291	5	converted	convert	VERB
sc-1106	291	6	but	but	CCONJ
sc-1106	291	7	disengaged	disengaged	ADJ
sc-1106	291	8	•	•	NUM
sc-1106	291	9	run	run	NOUN
sc-1106	291	10	customized	customize	VERB
sc-1106	291	11	campaigns	campaign	NOUN
sc-1106	291	12	with	with	ADP
sc-1106	291	13	the	the	DET
sc-1106	291	14	latest	late	ADJ
sc-1106	291	15	offers	offer	NOUN
sc-1106	291	16	.	.	PUNCT
sc-1106	292	1	•	•	NUM
sc-1106	292	2	update	update	NOUN
sc-1106	292	3	users	user	NOUN
sc-1106	292	4	’	’	PART
sc-1106	292	5	preferences	preference	NOUN
sc-1106	292	6	.	.	PUNCT
sc-1106	293	1	suggestion	suggestion	NOUN
sc-1106	293	2	on	on	ADP
sc-1106	293	3	discounts	discount	NOUN
sc-1106	293	4	based	base	VERB
sc-1106	293	5	on	on	ADP
sc-1106	293	6	new	new	ADJ
sc-1106	293	7	preferred	preferred	ADJ
sc-1106	293	8	routes	route	NOUN
sc-1106	293	9	.	.	PUNCT
sc-1106	294	1	•	•	NUM
sc-1106	294	2	send	send	VERB
sc-1106	294	3	reminding	remind	VERB
sc-1106	294	4	messages	message	NOUN
sc-1106	294	5	about	about	ADP
sc-1106	294	6	the	the	DET
sc-1106	294	7	advantages	advantage	NOUN
sc-1106	294	8	of	of	ADP
sc-1106	294	9	the	the	DET
sc-1106	294	10	service	service	NOUN
sc-1106	294	11	.	.	PUNCT
sc-1106	295	1	•	•	NUM
sc-1106	295	2	email	email	NOUN
sc-1106	295	3	churned	churn	VERB
sc-1106	295	4	•	•	NUM
sc-1106	295	5	run	run	NOUN
sc-1106	295	6	personalized	personalize	VERB
sc-1106	295	7	email	email	NOUN
sc-1106	295	8	survey	survey	NOUN
sc-1106	295	9	seeking	seek	VERB
sc-1106	295	10	feedback	feedback	NOUN
sc-1106	295	11	to	to	PART
sc-1106	295	12	understand	understand	VERB
sc-1106	295	13	the	the	DET
sc-1106	295	14	reasons	reason	NOUN
sc-1106	295	15	for	for	ADP
sc-1106	295	16	app	app	NOUN
sc-1106	295	17	uninstall	uninstall	NOUN
sc-1106	295	18	.	.	PROPN
sc-1106	295	19	•	•	NUM
sc-1106	295	20	run	run	VERB
sc-1106	295	21	“	"	PUNCT
sc-1106	295	22	we	we	PRON
sc-1106	295	23	miss	miss	VERB
sc-1106	295	24	you	you	PRON
sc-1106	295	25	”	"	PUNCT
sc-1106	295	26	or	or	CCONJ
sc-1106	295	27	“	"	PUNCT
sc-1106	295	28	check	check	VERB
sc-1106	295	29	what	what	PRON
sc-1106	295	30	your	your	PRON
sc-1106	295	31	missing	missing	ADJ
sc-1106	295	32	”	"	PUNCT
sc-1106	295	33	campaigns	campaign	NOUN
sc-1106	295	34	,	,	PUNCT
sc-1106	295	35	highlighting	highlight	VERB
sc-1106	295	36	new	new	ADJ
sc-1106	295	37	promotions	promotion	NOUN
sc-1106	295	38	and	and	CCONJ
sc-1106	295	39	cashback	cashback	NOUN
sc-1106	295	40	offers	offer	NOUN
sc-1106	295	41	.	.	PUNCT
sc-1106	296	1	•	•	NUM
sc-1106	296	2	run	run	VERB
sc-1106	296	3	“	"	PUNCT
sc-1106	296	4	we	we	PRON
sc-1106	296	5	’re	’re	VERB
sc-1106	296	6	just	just	ADV
sc-1106	296	7	a	a	DET
sc-1106	296	8	click	click	NOUN
sc-1106	296	9	away	away	ADV
sc-1106	296	10	”	"	PUNCT
sc-1106	296	11	campaigns	campaign	NOUN
sc-1106	296	12	,	,	PUNCT
sc-1106	296	13	following	follow	VERB
sc-1106	296	14	the	the	DET
sc-1106	296	15	suspension	suspension	NOUN
sc-1106	296	16	policy	policy	NOUN
sc-1106	296	17	between	between	ADP
sc-1106	296	18	43rd	43rd	NOUN
sc-1106	296	19	to	to	ADP
sc-1106	296	20	50th	50th	ADJ
sc-1106	296	21	days	day	NOUN
sc-1106	296	22	after	after	ADP
sc-1106	296	23	uninstalling	uninstalle	VERB
sc-1106	296	24	the	the	DET
sc-1106	296	25	app	app	PROPN
sc-1106	296	26	.	.	PROPN
sc-1106	297	1	•	•	NUM
sc-1106	297	2	email	email	NOUN
sc-1106	297	3	re	re	VERB
sc-1106	297	4	-	-	VERB
sc-1106	297	5	acquired	acquire	VERB
sc-1106	297	6	•	•	NUM
sc-1106	297	7	run	run	NOUN
sc-1106	297	8	personalizes	personalize	VERB
sc-1106	297	9	“	"	PUNCT
sc-1106	297	10	welcome	welcome	ADJ
sc-1106	297	11	back	back	ADP
sc-1106	297	12	”	"	PUNCT
sc-1106	297	13	campaigns	campaign	NOUN
sc-1106	297	14	,	,	PUNCT
sc-1106	297	15	highlighting	highlight	VERB
sc-1106	297	16	new	new	ADJ
sc-1106	297	17	promotions	promotion	NOUN
sc-1106	297	18	and	and	CCONJ
sc-1106	297	19	cashback	cashback	NOUN
sc-1106	297	20	offers	offer	NOUN
sc-1106	297	21	.	.	PUNCT
sc-1106	298	1	•	•	ADJ
sc-1106	298	2	in	in	ADP
sc-1106	298	3	-	-	PUNCT
sc-1106	298	4	app	app	NOUN
sc-1106	298	5	notifications	notification	NOUN
sc-1106	298	6	•	•	NOUN
sc-1106	298	7	email	email	NOUN
sc-1106	298	8	this	this	DET
sc-1106	298	9	study	study	NOUN
sc-1106	298	10	uses	use	VERB
sc-1106	298	11	the	the	DET
sc-1106	298	12	city	city	NOUN
sc-1106	298	13	of	of	ADP
sc-1106	298	14	porto	porto	PROPN
sc-1106	298	15	,	,	PUNCT
sc-1106	298	16	portugal	portugal	PROPN
sc-1106	298	17	,	,	PUNCT
sc-1106	298	18	as	as	ADP
sc-1106	298	19	an	an	DET
sc-1106	298	20	illustrative	illustrative	ADJ
sc-1106	298	21	example	example	NOUN
sc-1106	298	22	.	.	PUNCT
sc-1106	299	1	in	in	ADP
sc-1106	299	2	june	june	PROPN
sc-1106	299	3	2018	2018	NUM
sc-1106	299	4	,	,	PUNCT
sc-1106	299	5	a	a	DET
sc-1106	299	6	mobile	mobile	ADJ
sc-1106	299	7	ticketing	ticket	VERB
sc-1106	299	8	application	application	NOUN
sc-1106	299	9	called	call	VERB
sc-1106	299	10	anda	anda	PROPN
sc-1106	299	11	was	be	AUX
sc-1106	299	12	launched	launch	VERB
sc-1106	299	13	to	to	ADP
sc-1106	299	14	the	the	DET
sc-1106	299	15	market	market	NOUN
sc-1106	299	16	.	.	PUNCT
sc-1106	300	1	this	this	DET
sc-1106	300	2	application	application	NOUN
sc-1106	300	3	allows	allow	VERB
sc-1106	300	4	passengers	passenger	NOUN
sc-1106	300	5	to	to	PART
sc-1106	300	6	pay	pay	VERB
sc-1106	300	7	for	for	ADP
sc-1106	300	8	the	the	DET
sc-1106	300	9	use	use	NOUN
sc-1106	300	10	of	of	ADP
sc-1106	300	11	public	public	ADJ
sc-1106	300	12	transport	transport	NOUN
sc-1106	300	13	in	in	ADP
sc-1106	300	14	the	the	DET
sc-1106	300	15	metropolitan	metropolitan	ADJ
sc-1106	300	16	area	area	NOUN
sc-1106	300	17	of	of	ADP
sc-1106	300	18	porto	porto	PROPN
sc-1106	300	19	,	,	PUNCT
sc-1106	300	20	without	without	ADP
sc-1106	300	21	the	the	DET
sc-1106	300	22	need	need	NOUN
sc-1106	300	23	to	to	PART
sc-1106	300	24	know	know	VERB
sc-1106	300	25	the	the	DET
sc-1106	300	26	fares	fare	NOUN
sc-1106	300	27	in	in	ADP
sc-1106	300	28	force	force	NOUN
sc-1106	300	29	or	or	CCONJ
sc-1106	300	30	use	use	VERB
sc-1106	300	31	physical	physical	ADJ
sc-1106	300	32	cards	card	NOUN
sc-1106	300	33	.	.	PUNCT
sc-1106	301	1	despite	despite	SCONJ
sc-1106	301	2	its	its	PRON
sc-1106	301	3	ease	ease	NOUN
sc-1106	301	4	of	of	ADP
sc-1106	301	5	use	use	NOUN
sc-1106	301	6	,	,	PUNCT
sc-1106	301	7	it	it	PRON
sc-1106	301	8	appears	appear	VERB
sc-1106	301	9	that	that	SCONJ
sc-1106	301	10	its	its	PRON
sc-1106	301	11	use	use	NOUN
sc-1106	301	12	falls	fall	VERB
sc-1106	301	13	short	short	ADV
sc-1106	301	14	of	of	ADP
sc-1106	301	15	expectations	expectation	NOUN
sc-1106	301	16	,	,	PUNCT
sc-1106	301	17	which	which	PRON
sc-1106	301	18	is	be	AUX
sc-1106	301	19	the	the	DET
sc-1106	301	20	case	case	NOUN
sc-1106	301	21	with	with	ADP
sc-1106	301	22	many	many	ADJ
sc-1106	301	23	services	service	NOUN
sc-1106	301	24	of	of	ADP
sc-1106	301	25	this	this	DET
sc-1106	301	26	kind	kind	NOUN
sc-1106	301	27	around	around	ADP
sc-1106	301	28	the	the	DET
sc-1106	301	29	world	world	NOUN
sc-1106	301	30	.	.	PUNCT
sc-1106	302	1	eai	eai	PROPN
sc-1106	302	2	endorsed	endorse	VERB
sc-1106	302	3	transactions	transaction	NOUN
sc-1106	302	4	on	on	ADP
sc-1106	302	5	smart	smart	ADJ
sc-1106	302	6	cities	city	NOUN
sc-1106	302	7	04	04	NUM
sc-1106	302	8	2021	2021	NUM
sc-1106	302	9	08	08	NUM
sc-1106	302	10	2021	2021	NUM
sc-1106	302	11	|	|	ADV
sc-1106	302	12	volume	volume	NOUN
sc-1106	302	13	5	5	NUM
sc-1106	302	14	|	|	ADV
sc-1106	302	15	issue	issue	VERB
sc-1106	302	16	15	15	NUM
sc-1106	303	1	|	|	ADV
sc-1106	303	2	e5	e5	PROPN
sc-1106	303	3	marta	marta	PROPN
sc-1106	303	4	campos	campos	PROPN
sc-1106	303	5	ferreira	ferreira	PROPN
sc-1106	303	6	,	,	PUNCT
sc-1106	303	7	catarina	catarina	PROPN
sc-1106	303	8	ferreira	ferreira	PROPN
sc-1106	303	9	and	and	CCONJ
sc-1106	303	10	teresa	teresa	PROPN
sc-1106	303	11	galvão	galvão	NOUN
sc-1106	303	12	dias	dias	PROPN
sc-1106	303	13	10	10	NUM
sc-1106	303	14	thus	thus	ADV
sc-1106	303	15	,	,	PUNCT
sc-1106	303	16	customer	customer	NOUN
sc-1106	303	17	complaints	complaint	NOUN
sc-1106	303	18	related	relate	VERB
sc-1106	303	19	to	to	ADP
sc-1106	303	20	6	6	NUM
sc-1106	303	21	months	month	NOUN
sc-1106	303	22	of	of	ADP
sc-1106	303	23	using	use	VERB
sc-1106	303	24	anda	anda	PROPN
sc-1106	303	25	were	be	AUX
sc-1106	303	26	analyzed	analyze	VERB
sc-1106	303	27	and	and	CCONJ
sc-1106	303	28	usability	usability	NOUN
sc-1106	303	29	tests	test	NOUN
sc-1106	303	30	were	be	AUX
sc-1106	303	31	carried	carry	VERB
sc-1106	303	32	out	out	ADP
sc-1106	303	33	with	with	ADP
sc-1106	303	34	real	real	ADJ
sc-1106	303	35	customers	customer	NOUN
sc-1106	303	36	in	in	ADP
sc-1106	303	37	the	the	DET
sc-1106	303	38	context	context	NOUN
sc-1106	303	39	of	of	ADP
sc-1106	303	40	use	use	NOUN
sc-1106	303	41	.	.	PUNCT
sc-1106	304	1	this	this	DET
sc-1106	304	2	analysis	analysis	NOUN
sc-1106	304	3	allowed	allow	VERB
sc-1106	304	4	to	to	PART
sc-1106	304	5	identify	identify	VERB
sc-1106	304	6	a	a	DET
sc-1106	304	7	series	series	NOUN
sc-1106	304	8	of	of	ADP
sc-1106	304	9	factors	factor	NOUN
sc-1106	304	10	that	that	PRON
sc-1106	304	11	lead	lead	VERB
sc-1106	304	12	people	people	NOUN
sc-1106	304	13	to	to	PART
sc-1106	304	14	adopt	adopt	VERB
sc-1106	304	15	this	this	DET
sc-1106	304	16	type	type	NOUN
sc-1106	304	17	of	of	ADP
sc-1106	304	18	services	service	NOUN
sc-1106	304	19	such	such	ADJ
sc-1106	304	20	as	as	ADP
sc-1106	304	21	the	the	DET
sc-1106	304	22	accessibility	accessibility	NOUN
sc-1106	304	23	and	and	CCONJ
sc-1106	304	24	flexibility	flexibility	NOUN
sc-1106	304	25	of	of	ADP
sc-1106	304	26	mobile	mobile	ADJ
sc-1106	304	27	applications	application	NOUN
sc-1106	304	28	and	and	CCONJ
sc-1106	304	29	the	the	DET
sc-1106	304	30	ubiquity	ubiquity	NOUN
sc-1106	304	31	and	and	CCONJ
sc-1106	304	32	sustainability	sustainability	NOUN
sc-1106	304	33	of	of	ADP
sc-1106	304	34	the	the	DET
sc-1106	304	35	service	service	NOUN
sc-1106	304	36	.	.	PUNCT
sc-1106	305	1	on	on	ADP
sc-1106	305	2	the	the	DET
sc-1106	305	3	other	other	ADJ
sc-1106	305	4	hand	hand	NOUN
sc-1106	305	5	,	,	PUNCT
sc-1106	305	6	factors	factor	VERB
sc-1106	305	7	that	that	PRON
sc-1106	305	8	underlie	underlie	ADJ
sc-1106	305	9	customer	customer	NOUN
sc-1106	305	10	churn	churn	NOUN
sc-1106	305	11	were	be	AUX
sc-1106	305	12	identified	identify	VERB
sc-1106	305	13	,	,	PUNCT
sc-1106	305	14	such	such	ADJ
sc-1106	305	15	as	as	ADP
sc-1106	305	16	having	have	VERB
sc-1106	305	17	a	a	DET
sc-1106	305	18	bad	bad	ADJ
sc-1106	305	19	first	first	ADJ
sc-1106	305	20	-	-	PUNCT
sc-1106	305	21	time	time	NOUN
sc-1106	305	22	user	user	NOUN
sc-1106	305	23	experience	experience	NOUN
sc-1106	305	24	,	,	PUNCT
sc-1106	305	25	recurrence	recurrence	NOUN
sc-1106	305	26	of	of	ADP
sc-1106	305	27	usability	usability	NOUN
sc-1106	305	28	and	and	CCONJ
sc-1106	305	29	technical	technical	ADJ
sc-1106	305	30	problems	problem	NOUN
sc-1106	305	31	,	,	PUNCT
sc-1106	305	32	lack	lack	NOUN
sc-1106	305	33	of	of	ADP
sc-1106	305	34	response	response	NOUN
sc-1106	305	35	to	to	ADP
sc-1106	305	36	customer	customer	NOUN
sc-1106	305	37	feedback	feedback	NOUN
sc-1106	305	38	,	,	PUNCT
sc-1106	305	39	depreciation	depreciation	NOUN
sc-1106	305	40	of	of	ADP
sc-1106	305	41	customer	customer	NOUN
sc-1106	305	42	value	value	NOUN
sc-1106	305	43	,	,	PUNCT
sc-1106	305	44	negative	negative	ADJ
sc-1106	305	45	influence	influence	NOUN
sc-1106	305	46	the	the	DET
sc-1106	305	47	lost	lost	ADJ
sc-1106	305	48	customers	customer	NOUN
sc-1106	305	49	and	and	CCONJ
sc-1106	305	50	lack	lack	NOUN
sc-1106	305	51	of	of	ADP
sc-1106	305	52	advertising	advertising	NOUN
sc-1106	305	53	campaigns	campaign	NOUN
sc-1106	305	54	.	.	PUNCT
sc-1106	306	1	taking	take	VERB
sc-1106	306	2	into	into	ADP
sc-1106	306	3	account	account	NOUN
sc-1106	306	4	these	these	DET
sc-1106	306	5	factors	factor	NOUN
sc-1106	306	6	,	,	PUNCT
sc-1106	306	7	a	a	DET
sc-1106	306	8	series	series	NOUN
sc-1106	306	9	of	of	ADP
sc-1106	306	10	strategies	strategy	NOUN
sc-1106	306	11	were	be	AUX
sc-1106	306	12	defined	define	VERB
sc-1106	306	13	and	and	CCONJ
sc-1106	306	14	identified	identify	VERB
sc-1106	306	15	that	that	PRON
sc-1106	306	16	allow	allow	VERB
sc-1106	306	17	to	to	PART
sc-1106	306	18	capture	capture	VERB
sc-1106	306	19	and	and	CCONJ
sc-1106	306	20	retain	retain	VERB
sc-1106	306	21	mobile	mobile	ADJ
sc-1106	306	22	ticketing	ticket	VERB
sc-1106	306	23	customers	customer	NOUN
sc-1106	306	24	,	,	PUNCT
sc-1106	306	25	during	during	ADP
sc-1106	306	26	the	the	DET
sc-1106	306	27	various	various	ADJ
sc-1106	306	28	stages	stage	NOUN
sc-1106	306	29	of	of	ADP
sc-1106	306	30	the	the	DET
sc-1106	306	31	process	process	NOUN
sc-1106	306	32	of	of	ADP
sc-1106	306	33	using	use	VERB
sc-1106	306	34	mobile	mobile	ADJ
sc-1106	306	35	ticketing	ticketing	NOUN
sc-1106	306	36	applications	application	NOUN
sc-1106	306	37	:	:	PUNCT
sc-1106	306	38	user	user	NOUN
sc-1106	306	39	onboarding	onboarding	PROPN
sc-1106	306	40	,	,	PUNCT
sc-1106	306	41	user	user	NOUN
sc-1106	306	42	engagement	engagement	NOUN
sc-1106	306	43	,	,	PUNCT
sc-1106	306	44	user	user	NOUN
sc-1106	306	45	retention	retention	NOUN
sc-1106	306	46	and	and	CCONJ
sc-1106	306	47	user	user	NOUN
sc-1106	306	48	reinstall	reinstall	NOUN
sc-1106	306	49	.	.	PUNCT
sc-1106	307	1	for	for	ADP
sc-1106	307	2	each	each	PRON
sc-1106	307	3	of	of	ADP
sc-1106	307	4	the	the	DET
sc-1106	307	5	stages	stage	NOUN
sc-1106	307	6	of	of	ADP
sc-1106	307	7	this	this	DET
sc-1106	307	8	life	life	NOUN
sc-1106	307	9	cycle	cycle	NOUN
sc-1106	307	10	,	,	PUNCT
sc-1106	307	11	the	the	DET
sc-1106	307	12	main	main	ADJ
sc-1106	307	13	concerns	concern	NOUN
sc-1106	307	14	to	to	PART
sc-1106	307	15	be	be	AUX
sc-1106	307	16	considered	consider	VERB
sc-1106	307	17	were	be	AUX
sc-1106	307	18	also	also	ADV
sc-1106	307	19	listed	list	VERB
sc-1106	307	20	,	,	PUNCT
sc-1106	307	21	a	a	DET
sc-1106	307	22	series	series	NOUN
sc-1106	307	23	of	of	ADP
sc-1106	307	24	tactics	tactic	NOUN
sc-1106	307	25	were	be	AUX
sc-1106	307	26	defined	define	VERB
sc-1106	307	27	to	to	PART
sc-1106	307	28	reverse	reverse	VERB
sc-1106	307	29	the	the	DET
sc-1106	307	30	abandonment	abandonment	NOUN
sc-1106	307	31	trend	trend	NOUN
sc-1106	307	32	and	and	CCONJ
sc-1106	307	33	a	a	DET
sc-1106	307	34	series	series	NOUN
sc-1106	307	35	of	of	ADP
sc-1106	307	36	kpis	kpis	PROPN
sc-1106	307	37	were	be	AUX
sc-1106	307	38	specified	specify	VERB
sc-1106	307	39	to	to	PART
sc-1106	307	40	measure	measure	VERB
sc-1106	307	41	the	the	DET
sc-1106	307	42	efficiency	efficiency	NOUN
sc-1106	307	43	of	of	ADP
sc-1106	307	44	the	the	DET
sc-1106	307	45	strategies	strategy	NOUN
sc-1106	307	46	.	.	PUNCT
sc-1106	308	1	from	from	ADP
sc-1106	308	2	the	the	DET
sc-1106	308	3	point	point	NOUN
sc-1106	308	4	of	of	ADP
sc-1106	308	5	view	view	NOUN
sc-1106	308	6	of	of	ADP
sc-1106	308	7	future	future	ADJ
sc-1106	308	8	work	work	NOUN
sc-1106	308	9	,	,	PUNCT
sc-1106	308	10	the	the	DET
sc-1106	308	11	methodology	methodology	NOUN
sc-1106	308	12	used	use	VERB
sc-1106	308	13	and	and	CCONJ
sc-1106	308	14	the	the	DET
sc-1106	308	15	results	result	NOUN
sc-1106	308	16	generated	generate	VERB
sc-1106	308	17	open	open	ADJ
sc-1106	308	18	the	the	DET
sc-1106	308	19	door	door	NOUN
sc-1106	308	20	to	to	ADP
sc-1106	308	21	a	a	DET
sc-1106	308	22	series	series	NOUN
sc-1106	308	23	of	of	ADP
sc-1106	308	24	other	other	ADJ
sc-1106	308	25	investigations	investigation	NOUN
sc-1106	308	26	.	.	PUNCT
sc-1106	309	1	applying	apply	VERB
sc-1106	309	2	this	this	DET
sc-1106	309	3	method	method	NOUN
sc-1106	309	4	to	to	ADP
sc-1106	309	5	mobile	mobile	ADJ
sc-1106	309	6	ticketing	ticketing	NOUN
sc-1106	309	7	applications	application	NOUN
sc-1106	309	8	in	in	ADP
sc-1106	309	9	other	other	ADJ
sc-1106	309	10	cities	city	NOUN
sc-1106	309	11	or	or	CCONJ
sc-1106	309	12	deepening	deepen	VERB
sc-1106	309	13	the	the	DET
sc-1106	309	14	applicability	applicability	NOUN
sc-1106	309	15	of	of	ADP
sc-1106	309	16	the	the	DET
sc-1106	309	17	strategy	strategy	NOUN
sc-1106	309	18	of	of	ADP
sc-1106	309	19	attracting	attract	VERB
sc-1106	309	20	and	and	CCONJ
sc-1106	309	21	retaining	retain	VERB
sc-1106	309	22	customers	customer	NOUN
sc-1106	309	23	in	in	ADP
sc-1106	309	24	a	a	DET
sc-1106	309	25	real	real	ADJ
sc-1106	309	26	context	context	NOUN
sc-1106	309	27	makes	make	VERB
sc-1106	309	28	it	it	PRON
sc-1106	309	29	possible	possible	ADJ
sc-1106	309	30	to	to	PART
sc-1106	309	31	carry	carry	VERB
sc-1106	309	32	out	out	ADP
sc-1106	309	33	other	other	ADJ
sc-1106	309	34	scientific	scientific	ADJ
sc-1106	309	35	work	work	NOUN
sc-1106	309	36	relevant	relevant	ADJ
sc-1106	309	37	to	to	ADP
sc-1106	309	38	the	the	DET
sc-1106	309	39	areas	area	NOUN
sc-1106	309	40	of	of	ADP
sc-1106	309	41	design	design	NOUN
sc-1106	309	42	and	and	CCONJ
sc-1106	309	43	service	service	NOUN
sc-1106	309	44	management	management	NOUN
sc-1106	309	45	.	.	PUNCT
sc-1106	310	1	acknowledgements	acknowledgement	NOUN
sc-1106	310	2	.	.	PUNCT
sc-1106	311	1	the	the	DET
sc-1106	311	2	authors	author	NOUN
sc-1106	311	3	thank	thank	VERB
sc-1106	311	4	transportes	transportes	PROPN
sc-1106	311	5	intermodais	intermodais	PROPN
sc-1106	311	6	do	do	AUX
sc-1106	311	7	porto	porto	VERB
sc-1106	311	8	for	for	ADP
sc-1106	311	9	providing	provide	VERB
sc-1106	311	10	the	the	DET
sc-1106	311	11	data	datum	NOUN
sc-1106	311	12	necessary	necessary	ADJ
sc-1106	311	13	for	for	ADP
sc-1106	311	14	this	this	DET
sc-1106	311	15	work	work	NOUN
sc-1106	311	16	.	.	PUNCT
sc-1106	312	1	references	reference	NOUN
sc-1106	312	2	[	[	X
sc-1106	312	3	1	1	NUM
sc-1106	312	4	]	]	X
sc-1106	312	5	poushter	poushter	NOUN
sc-1106	312	6	,	,	PUNCT
sc-1106	312	7	j.	j.	PROPN
sc-1106	312	8	:	:	PUNCT
sc-1106	312	9	smartphone	smartphone	NOUN
sc-1106	312	10	ownership	ownership	NOUN
sc-1106	312	11	and	and	CCONJ
sc-1106	312	12	internet	internet	NOUN
sc-1106	312	13	usage	usage	NOUN
sc-1106	312	14	continues	continue	VERB
sc-1106	312	15	to	to	PART
sc-1106	312	16	climb	climb	VERB
sc-1106	312	17	in	in	ADP
sc-1106	312	18	emerging	emerge	VERB
sc-1106	312	19	economies	economy	NOUN
sc-1106	312	20	.	.	PUNCT
sc-1106	313	1	pew	pew	NOUN
sc-1106	313	2	res	re	NOUN
sc-1106	313	3	.	.	PUNCT
sc-1106	314	1	cent	cent	NOUN
sc-1106	314	2	.	.	PUNCT
sc-1106	315	1	february	february	PROPN
sc-1106	315	2	,	,	PUNCT
sc-1106	315	3	(	(	PUNCT
sc-1106	315	4	2016	2016	NUM
sc-1106	315	5	)	)	PUNCT
sc-1106	315	6	.	.	PUNCT
sc-1106	316	1	[	[	X
sc-1106	316	2	2	2	NUM
sc-1106	316	3	]	]	PUNCT
sc-1106	316	4	gsma	gsma	NOUN
sc-1106	316	5	:	:	PUNCT
sc-1106	316	6	the	the	DET
sc-1106	316	7	state	state	NOUN
sc-1106	316	8	of	of	ADP
sc-1106	316	9	mobile	mobile	ADJ
sc-1106	316	10	internet	internet	NOUN
sc-1106	316	11	connectivity	connectivity	NOUN
sc-1106	316	12	2020	2020	NUM
sc-1106	316	13	.	.	PUNCT
sc-1106	317	1	gsma	gsma	NOUN
sc-1106	317	2	reports	report	VERB
sc-1106	317	3	.	.	PUNCT
sc-1106	318	1	(	(	PUNCT
sc-1106	318	2	2020	2020	NUM
sc-1106	318	3	)	)	PUNCT
sc-1106	318	4	.	.	PUNCT
sc-1106	319	1	[	[	X
sc-1106	319	2	3	3	NUM
sc-1106	319	3	]	]	X
sc-1106	319	4	garrett	garrett	PROPN
sc-1106	319	5	,	,	PUNCT
sc-1106	319	6	j.l	j.l	PROPN
sc-1106	319	7	.	.	PROPN
sc-1106	319	8	,	,	PUNCT
sc-1106	319	9	rodermund	rodermund	PROPN
sc-1106	319	10	,	,	PUNCT
sc-1106	319	11	r.	r.	PROPN
sc-1106	319	12	,	,	PUNCT
sc-1106	319	13	anderson	anderson	PROPN
sc-1106	319	14	,	,	PUNCT
sc-1106	319	15	n.	n.	PROPN
sc-1106	319	16	,	,	PUNCT
sc-1106	319	17	berkowitz	berkowitz	PROPN
sc-1106	319	18	,	,	PUNCT
sc-1106	319	19	s.	s.	PROPN
sc-1106	319	20	,	,	PUNCT
sc-1106	319	21	robb	robb	PROPN
sc-1106	319	22	,	,	PUNCT
sc-1106	319	23	c.	c.	PROPN
sc-1106	319	24	a	a	PRON
sc-1106	319	25	:	:	PUNCT
sc-1106	319	26	adoption	adoption	NOUN
sc-1106	319	27	of	of	ADP
sc-1106	319	28	mobile	mobile	ADJ
sc-1106	319	29	payment	payment	NOUN
sc-1106	319	30	technology	technology	NOUN
sc-1106	319	31	by	by	ADP
sc-1106	319	32	consumers	consumer	NOUN
sc-1106	319	33	.	.	PUNCT
sc-1106	320	1	fam	fam	PROPN
sc-1106	320	2	.	.	PUNCT
sc-1106	320	3	consum	consum	PROPN
sc-1106	320	4	.	.	PUNCT
sc-1106	321	1	sci	sci	PROPN
sc-1106	321	2	.	.	PUNCT
sc-1106	321	3	res	res	PROPN
sc-1106	321	4	.	.	PUNCT
sc-1106	322	1	j.	j.	PROPN
sc-1106	322	2	42	42	NUM
sc-1106	322	3	,	,	PUNCT
sc-1106	322	4	358–368	358–368	NUM
sc-1106	322	5	(	(	PUNCT
sc-1106	322	6	2014	2014	NUM
sc-1106	322	7	)	)	PUNCT
sc-1106	322	8	.	.	PUNCT
sc-1106	323	1	https://doi.org/10.1111/fcsr.12069	https://doi.org/10.1111/fcsr.12069	NOUN
sc-1106	323	2	.	.	PUNCT
sc-1106	324	1	[	[	X
sc-1106	324	2	4	4	NUM
sc-1106	324	3	]	]	SYM
sc-1106	324	4	abrahão	abrahão	PROPN
sc-1106	324	5	,	,	PUNCT
sc-1106	324	6	r.	r.	PROPN
sc-1106	324	7	de	de	PROPN
sc-1106	324	8	s.	s.	PROPN
sc-1106	324	9	,	,	PUNCT
sc-1106	324	10	moriguchi	moriguchi	PROPN
sc-1106	324	11	,	,	PUNCT
sc-1106	324	12	s.n	s.n	PROPN
sc-1106	324	13	.	.	PROPN
sc-1106	324	14	,	,	PUNCT
sc-1106	324	15	andrade	andrade	PROPN
sc-1106	324	16	,	,	PUNCT
sc-1106	324	17	d.f	d.f	PROPN
sc-1106	324	18	.	.	PROPN
sc-1106	324	19	:	:	PUNCT
sc-1106	324	20	intention	intention	NOUN
sc-1106	324	21	of	of	ADP
sc-1106	324	22	adoption	adoption	NOUN
sc-1106	324	23	of	of	ADP
sc-1106	324	24	mobile	mobile	ADJ
sc-1106	324	25	payment	payment	NOUN
sc-1106	324	26	:	:	PUNCT
sc-1106	324	27	an	an	DET
sc-1106	324	28	analysis	analysis	NOUN
sc-1106	324	29	in	in	ADP
sc-1106	324	30	the	the	DET
sc-1106	324	31	light	light	NOUN
sc-1106	324	32	of	of	ADP
sc-1106	324	33	the	the	DET
sc-1106	324	34	unified	unified	ADJ
sc-1106	324	35	theory	theory	NOUN
sc-1106	324	36	of	of	ADP
sc-1106	324	37	acceptance	acceptance	NOUN
sc-1106	324	38	and	and	CCONJ
sc-1106	324	39	use	use	NOUN
sc-1106	324	40	of	of	ADP
sc-1106	324	41	technology	technology	NOUN
sc-1106	324	42	(	(	PUNCT
sc-1106	324	43	utaut	utaut	NOUN
sc-1106	324	44	)	)	PUNCT
sc-1106	324	45	.	.	PUNCT
sc-1106	325	1	rai	rai	PROPN
sc-1106	325	2	rev	rev	PROPN
sc-1106	325	3	.	.	PROPN
sc-1106	326	1	adm	adm	PROPN
sc-1106	326	2	.	.	PUNCT
sc-1106	327	1	e	e	PROPN
sc-1106	327	2	inovação	inovação	PROPN
sc-1106	327	3	.	.	PUNCT
sc-1106	328	1	(	(	PUNCT
sc-1106	328	2	2016	2016	NUM
sc-1106	328	3	)	)	PUNCT
sc-1106	328	4	.	.	PUNCT
sc-1106	329	1	https://doi.org/10.1016/j.rai.2016.06.003	https://doi.org/10.1016/j.rai.2016.06.003	NOUN
sc-1106	329	2	.	.	PUNCT
sc-1106	330	1	[	[	X
sc-1106	330	2	5	5	NUM
sc-1106	330	3	]	]	PUNCT
sc-1106	330	4	fontes	fonte	NOUN
sc-1106	330	5	,	,	PUNCT
sc-1106	330	6	t.	t.	PROPN
sc-1106	330	7	,	,	PUNCT
sc-1106	330	8	costa	costa	PROPN
sc-1106	330	9	,	,	PUNCT
sc-1106	330	10	v.	v.	PROPN
sc-1106	330	11	,	,	PUNCT
sc-1106	330	12	ferreira	ferreira	PROPN
sc-1106	330	13	,	,	PUNCT
sc-1106	330	14	m.c	m.c	PROPN
sc-1106	330	15	.	.	PROPN
sc-1106	330	16	,	,	PUNCT
sc-1106	330	17	shengxiao	shengxiao	PROPN
sc-1106	330	18	,	,	PUNCT
sc-1106	330	19	l.	l.	PROPN
sc-1106	330	20	,	,	PUNCT
sc-1106	330	21	zhao	zhao	PROPN
sc-1106	330	22	,	,	PUNCT
sc-1106	330	23	p.	p.	PROPN
sc-1106	330	24	,	,	PUNCT
sc-1106	330	25	dias	dias	PROPN
sc-1106	330	26	,	,	PUNCT
sc-1106	330	27	t.g	t.g	PROPN
sc-1106	330	28	.	.	PROPN
sc-1106	330	29	:	:	PUNCT
sc-1106	330	30	mobile	mobile	ADJ
sc-1106	330	31	payments	payment	NOUN
sc-1106	330	32	adoption	adoption	NOUN
sc-1106	330	33	in	in	ADP
sc-1106	330	34	public	public	ADJ
sc-1106	330	35	transport	transport	NOUN
sc-1106	330	36	.	.	PUNCT
sc-1106	331	1	transp	transp	PROPN
sc-1106	331	2	.	.	PUNCT
sc-1106	332	1	res	re	NOUN
sc-1106	332	2	.	.	PUNCT
sc-1106	333	1	procedia	procedia	PROPN
sc-1106	333	2	.	.	PUNCT
sc-1106	334	1	24	24	NUM
sc-1106	334	2	,	,	PUNCT
sc-1106	334	3	410–417	410–417	NUM
sc-1106	334	4	(	(	PUNCT
sc-1106	334	5	2017	2017	NUM
sc-1106	334	6	)	)	PUNCT
sc-1106	334	7	.	.	PUNCT
sc-1106	335	1	https://doi.org/10.1016/j.trpro.2017.05.093	https://doi.org/10.1016/j.trpro.2017.05.093	NUM
sc-1106	335	2	.	.	PUNCT
sc-1106	336	1	[	[	X
sc-1106	336	2	6	6	NUM
sc-1106	336	3	]	]	X
sc-1106	336	4	ferreira	ferreira	PROPN
sc-1106	336	5	,	,	PUNCT
sc-1106	336	6	m.c	m.c	PROPN
sc-1106	336	7	.	.	PROPN
sc-1106	336	8	,	,	PUNCT
sc-1106	336	9	dias	dias	PROPN
sc-1106	336	10	,	,	PUNCT
sc-1106	336	11	t.g	t.g	PROPN
sc-1106	336	12	.	.	PROPN
sc-1106	336	13	,	,	PUNCT
sc-1106	336	14	cunha	cunha	PROPN
sc-1106	336	15	,	,	PUNCT
sc-1106	336	16	j.f	j.f	PROPN
sc-1106	336	17	.	.	PROPN
sc-1106	337	1	e	e	NOUN
sc-1106	337	2	:	:	PUNCT
sc-1106	337	3	an	an	DET
sc-1106	337	4	in	in	ADP
sc-1106	337	5	-	-	PUNCT
sc-1106	337	6	depth	depth	NOUN
sc-1106	337	7	study	study	NOUN
sc-1106	337	8	of	of	ADP
sc-1106	337	9	mobile	mobile	ADJ
sc-1106	337	10	ticketing	ticketing	NOUN
sc-1106	337	11	services	service	NOUN
sc-1106	337	12	in	in	ADP
sc-1106	337	13	urban	urban	ADJ
sc-1106	337	14	passenger	passenger	NOUN
sc-1106	337	15	transport	transport	NOUN
sc-1106	337	16	:	:	PUNCT
sc-1106	337	17	state	state	NOUN
sc-1106	337	18	of	of	ADP
sc-1106	337	19	the	the	DET
sc-1106	337	20	art	art	NOUN
sc-1106	337	21	and	and	CCONJ
sc-1106	337	22	future	future	ADJ
sc-1106	337	23	perspectives	perspective	NOUN
sc-1106	337	24	.	.	PUNCT
sc-1106	338	1	in	in	ADP
sc-1106	338	2	:	:	PUNCT
sc-1106	338	3	smart	smart	ADJ
sc-1106	338	4	systems	system	NOUN
sc-1106	338	5	design	design	NOUN
sc-1106	338	6	,	,	PUNCT
sc-1106	338	7	applications	application	NOUN
sc-1106	338	8	,	,	PUNCT
sc-1106	338	9	and	and	CCONJ
sc-1106	338	10	challenges	challenge	NOUN
sc-1106	338	11	.	.	PUNCT
sc-1106	339	1	pp	pp	ADV
sc-1106	339	2	.	.	PUNCT
sc-1106	340	1	145–165	145–165	NUM
sc-1106	340	2	.	.	PUNCT
sc-1106	341	1	igi	igi	PROPN
sc-1106	341	2	global	global	PROPN
sc-1106	341	3	(	(	PUNCT
sc-1106	341	4	2020	2020	NUM
sc-1106	341	5	)	)	PUNCT
sc-1106	341	6	.	.	PUNCT
sc-1106	342	1	https://doi.org/10.4018/978-1-7998-21120.ch008	https://doi.org/10.4018/978-1-7998-21120.ch008	NOUN
sc-1106	342	2	.	.	PUNCT
sc-1106	343	1	[	[	X
sc-1106	343	2	7	7	NUM
sc-1106	343	3	]	]	X
sc-1106	343	4	rodrigues	rodrigue	NOUN
sc-1106	343	5	,	,	PUNCT
sc-1106	343	6	h.	h.	PROPN
sc-1106	343	7	,	,	PUNCT
sc-1106	343	8	josé	josé	PROPN
sc-1106	343	9	,	,	PUNCT
sc-1106	343	10	r.	r.	PROPN
sc-1106	343	11	,	,	PUNCT
sc-1106	343	12	coelho	coelho	PROPN
sc-1106	343	13	,	,	PUNCT
sc-1106	343	14	a.	a.	PROPN
sc-1106	343	15	,	,	PUNCT
sc-1106	343	16	melro	melro	PROPN
sc-1106	343	17	,	,	PUNCT
sc-1106	343	18	a.	a.	PROPN
sc-1106	343	19	,	,	PUNCT
sc-1106	343	20	ferreira	ferreira	PROPN
sc-1106	343	21	,	,	PUNCT
sc-1106	343	22	m.c	m.c	PROPN
sc-1106	343	23	.	.	PROPN
sc-1106	343	24	,	,	PUNCT
sc-1106	343	25	cunha	cunha	PROPN
sc-1106	343	26	,	,	PUNCT
sc-1106	343	27	j.f	j.f	PROPN
sc-1106	343	28	.	.	PROPN
sc-1106	343	29	e	e	PROPN
sc-1106	343	30	,	,	PUNCT
sc-1106	343	31	monteiro	monteiro	PROPN
sc-1106	343	32	,	,	PUNCT
sc-1106	343	33	m.p	m.p	PROPN
sc-1106	343	34	.	.	PROPN
sc-1106	343	35	,	,	PUNCT
sc-1106	343	36	ribeiro	ribeiro	PROPN
sc-1106	343	37	,	,	PUNCT
sc-1106	343	38	c.	c.	PROPN
sc-1106	343	39	:	:	PUNCT
sc-1106	343	40	mobipag	mobipag	PROPN
sc-1106	343	41	:	:	PUNCT
sc-1106	343	42	integrated	integrate	VERB
sc-1106	343	43	mobile	mobile	ADJ
sc-1106	343	44	payment	payment	NOUN
sc-1106	343	45	,	,	PUNCT
sc-1106	343	46	ticketing	ticket	VERB
sc-1106	343	47	and	and	CCONJ
sc-1106	343	48	couponing	couponing	NOUN
sc-1106	343	49	solution	solution	NOUN
sc-1106	343	50	based	base	VERB
sc-1106	343	51	on	on	ADP
sc-1106	343	52	nfc	nfc	NOUN
sc-1106	343	53	.	.	PUNCT
sc-1106	343	54	sensors	sensor	NOUN
sc-1106	343	55	.	.	PUNCT
sc-1106	344	1	14	14	NUM
sc-1106	344	2	,	,	PUNCT
sc-1106	344	3	13389–415	13389–415	NOUN
sc-1106	344	4	(	(	PUNCT
sc-1106	344	5	2014	2014	NUM
sc-1106	344	6	)	)	PUNCT
sc-1106	344	7	.	.	PUNCT
sc-1106	345	1	https://doi.org/10.3390/s140813389	https://doi.org/10.3390/s140813389	PROPN
sc-1106	345	2	.	.	PUNCT
sc-1106	346	1	[	[	X
sc-1106	346	2	8	8	NUM
sc-1106	346	3	]	]	X
sc-1106	346	4	inglesant	inglesant	ADJ
sc-1106	346	5	,	,	PUNCT
sc-1106	346	6	p.	p.	PROPN
sc-1106	346	7	,	,	PUNCT
sc-1106	346	8	sasse	sasse	NOUN
sc-1106	346	9	,	,	PUNCT
sc-1106	346	10	m.a	m.a	PROPN
sc-1106	346	11	.	.	PROPN
sc-1106	346	12	:	:	PUNCT
sc-1106	347	1	usability	usability	NOUN
sc-1106	347	2	is	be	AUX
sc-1106	347	3	a	a	DET
sc-1106	347	4	policy	policy	NOUN
sc-1106	347	5	issue	issue	NOUN
sc-1106	347	6	 	 	SPACE
sc-1106	347	7	:	:	PUNCT
sc-1106	347	8	minimising	minimise	VERB
sc-1106	347	9	the	the	DET
sc-1106	347	10	“	"	PUNCT
sc-1106	347	11	hassle	hassle	NOUN
sc-1106	347	12	factor	factor	NOUN
sc-1106	347	13	”	"	PUNCT
sc-1106	347	14	in	in	ADP
sc-1106	347	15	mobile	mobile	ADJ
sc-1106	347	16	payment	payment	NOUN
sc-1106	347	17	of	of	ADP
sc-1106	347	18	the	the	DET
sc-1106	347	19	central	central	ADJ
sc-1106	347	20	london	london	PROPN
sc-1106	347	21	congestion	congestion	NOUN
sc-1106	347	22	charge	charge	NOUN
sc-1106	347	23	.	.	PUNCT
sc-1106	348	1	technology	technology	NOUN
sc-1106	348	2	.	.	PUNCT
sc-1106	349	1	254–263	254–263	NUM
sc-1106	349	2	(	(	PUNCT
sc-1106	349	3	2003	2003	NUM
sc-1106	349	4	)	)	PUNCT
sc-1106	349	5	.	.	PUNCT
sc-1106	350	1	[	[	X
sc-1106	350	2	9	9	NUM
sc-1106	350	3	]	]	SYM
sc-1106	350	4	ferreira	ferreira	PROPN
sc-1106	350	5	,	,	PUNCT
sc-1106	350	6	m.c	m.c	PROPN
sc-1106	350	7	.	.	PROPN
sc-1106	350	8	,	,	PUNCT
sc-1106	350	9	fontes	fonte	NOUN
sc-1106	350	10	,	,	PUNCT
sc-1106	350	11	t.	t.	PROPN
sc-1106	350	12	,	,	PUNCT
sc-1106	350	13	costa	costa	PROPN
sc-1106	350	14	,	,	PUNCT
sc-1106	350	15	v.	v.	ADV
sc-1106	350	16	,	,	PUNCT
sc-1106	350	17	dias	dias	PROPN
sc-1106	350	18	,	,	PUNCT
sc-1106	350	19	t.g	t.g	PROPN
sc-1106	350	20	.	.	PROPN
sc-1106	350	21	,	,	PUNCT
sc-1106	350	22	borges	borges	PROPN
sc-1106	350	23	,	,	PUNCT
sc-1106	350	24	j.l	j.l	PROPN
sc-1106	350	25	.	.	PROPN
sc-1106	350	26	,	,	PUNCT
sc-1106	350	27	cunha	cunha	PROPN
sc-1106	350	28	,	,	PUNCT
sc-1106	351	1	j.f	j.f	PROPN
sc-1106	351	2	.	.	PROPN
sc-1106	351	3	e	e	NOUN
sc-1106	351	4	:	:	PUNCT
sc-1106	351	5	evaluation	evaluation	NOUN
sc-1106	351	6	of	of	ADP
sc-1106	351	7	an	an	DET
sc-1106	351	8	integrated	integrate	VERB
sc-1106	351	9	mobile	mobile	ADJ
sc-1106	351	10	payment	payment	NOUN
sc-1106	351	11	,	,	PUNCT
sc-1106	351	12	route	route	NOUN
sc-1106	351	13	planner	planner	NOUN
sc-1106	351	14	and	and	CCONJ
sc-1106	351	15	social	social	ADJ
sc-1106	351	16	network	network	NOUN
sc-1106	351	17	solution	solution	NOUN
sc-1106	351	18	for	for	ADP
sc-1106	351	19	public	public	ADJ
sc-1106	351	20	transport	transport	NOUN
sc-1106	351	21	.	.	PUNCT
sc-1106	352	1	in	in	ADP
sc-1106	352	2	:	:	PUNCT
sc-1106	352	3	transportation	transportation	NOUN
sc-1106	352	4	research	research	NOUN
sc-1106	352	5	procedia	procedia	NOUN
sc-1106	352	6	.	.	PUNCT
sc-1106	353	1	pp	pp	X
sc-1106	353	2	.	.	PUNCT
sc-1106	354	1	189–196	189–196	NUM
sc-1106	354	2	(	(	PUNCT
sc-1106	354	3	2017	2017	NUM
sc-1106	354	4	)	)	PUNCT
sc-1106	354	5	.	.	PUNCT
sc-1106	355	1	https://doi.org/10.1016/j.trpro.2017.05.107	https://doi.org/10.1016/j.trpro.2017.05.107	NOUN
sc-1106	355	2	.	.	PUNCT
sc-1106	356	1	[	[	X
sc-1106	356	2	10	10	NUM
sc-1106	356	3	]	]	X
sc-1106	356	4	ferreira	ferreira	PROPN
sc-1106	356	5	,	,	PUNCT
sc-1106	356	6	m.c	m.c	PROPN
sc-1106	356	7	.	.	PROPN
sc-1106	356	8	,	,	PUNCT
sc-1106	356	9	cunha	cunha	PROPN
sc-1106	356	10	,	,	PUNCT
sc-1106	356	11	j.f	j.f	PROPN
sc-1106	356	12	.	.	PROPN
sc-1106	356	13	e	e	PROPN
sc-1106	356	14	,	,	PUNCT
sc-1106	356	15	josé	josé	PROPN
sc-1106	356	16	,	,	PUNCT
sc-1106	356	17	r.	r.	PROPN
sc-1106	356	18	,	,	PUNCT
sc-1106	356	19	rodrigues	rodrigues	PROPN
sc-1106	356	20	,	,	PUNCT
sc-1106	356	21	h.	h.	PROPN
sc-1106	356	22	,	,	PUNCT
sc-1106	356	23	monteiro	monteiro	PROPN
sc-1106	356	24	,	,	PUNCT
sc-1106	356	25	m.p	m.p	PROPN
sc-1106	356	26	.	.	PROPN
sc-1106	356	27	,	,	PUNCT
sc-1106	356	28	ribeiro	ribeiro	PROPN
sc-1106	356	29	,	,	PUNCT
sc-1106	356	30	c.	c.	PROPN
sc-1106	356	31	:	:	PUNCT
sc-1106	356	32	evaluation	evaluation	NOUN
sc-1106	356	33	of	of	ADP
sc-1106	356	34	an	an	DET
sc-1106	356	35	integrated	integrate	VERB
sc-1106	356	36	mobile	mobile	ADJ
sc-1106	356	37	payment	payment	NOUN
sc-1106	356	38	,	,	PUNCT
sc-1106	356	39	ticketing	ticket	VERB
sc-1106	356	40	and	and	CCONJ
sc-1106	356	41	couponing	couponing	NOUN
sc-1106	356	42	solution	solution	NOUN
sc-1106	356	43	based	base	VERB
sc-1106	356	44	on	on	ADP
sc-1106	356	45	nfc	nfc	NOUN
sc-1106	356	46	.	.	PUNCT
sc-1106	357	1	(	(	PUNCT
sc-1106	357	2	2014	2014	NUM
sc-1106	357	3	)	)	PUNCT
sc-1106	357	4	.	.	PUNCT
sc-1106	358	1	https://doi.org/10.1007/978-3-319-05948-8_16	https://doi.org/10.1007/978-3-319-05948-8_16	NOUN
sc-1106	358	2	.	.	PUNCT
sc-1106	359	1	[	[	X
sc-1106	359	2	11	11	NUM
sc-1106	359	3	]	]	X
sc-1106	359	4	ferreira	ferreira	PROPN
sc-1106	359	5	,	,	PUNCT
sc-1106	359	6	m.c	m.c	PROPN
sc-1106	359	7	.	.	PROPN
sc-1106	359	8	,	,	PUNCT
sc-1106	359	9	nóvoa	nóvoa	PROPN
sc-1106	359	10	,	,	PUNCT
sc-1106	359	11	h.	h.	PROPN
sc-1106	359	12	,	,	PUNCT
sc-1106	359	13	dias	dias	PROPN
sc-1106	359	14	,	,	PUNCT
sc-1106	359	15	t.g	t.g	PROPN
sc-1106	359	16	.	.	PROPN
sc-1106	359	17	,	,	PUNCT
sc-1106	359	18	cunha	cunha	PROPN
sc-1106	359	19	,	,	PUNCT
sc-1106	359	20	j.f	j.f	PROPN
sc-1106	359	21	.	.	PROPN
sc-1106	360	1	e	e	NOUN
sc-1106	360	2	:	:	PUNCT
sc-1106	360	3	a	a	DET
sc-1106	360	4	proposal	proposal	NOUN
sc-1106	360	5	for	for	ADP
sc-1106	360	6	a	a	DET
sc-1106	360	7	public	public	ADJ
sc-1106	360	8	transport	transport	NOUN
sc-1106	360	9	ticketing	ticket	VERB
sc-1106	360	10	solution	solution	NOUN
sc-1106	360	11	based	base	VERB
sc-1106	360	12	on	on	ADP
sc-1106	360	13	customers	customer	NOUN
sc-1106	360	14	’	’	PART
sc-1106	360	15	mobile	mobile	ADJ
sc-1106	360	16	devices	device	NOUN
sc-1106	360	17	.	.	PUNCT
sc-1106	361	1	in	in	ADP
sc-1106	361	2	:	:	PUNCT
sc-1106	361	3	procedia	procedia	NOUN
sc-1106	361	4	social	social	ADJ
sc-1106	361	5	and	and	CCONJ
sc-1106	361	6	behavioral	behavioral	ADJ
sc-1106	361	7	sciences	science	NOUN
sc-1106	361	8	.	.	PUNCT
sc-1106	362	1	pp	pp	ADV
sc-1106	362	2	.	.	PUNCT
sc-1106	363	1	232–241	232–241	NUM
sc-1106	363	2	(	(	PUNCT
sc-1106	363	3	2014	2014	NUM
sc-1106	363	4	)	)	PUNCT
sc-1106	363	5	.	.	PUNCT
sc-1106	364	1	[	[	X
sc-1106	364	2	12	12	NUM
sc-1106	364	3	]	]	X
sc-1106	364	4	dahlberg	dahlberg	PROPN
sc-1106	364	5	,	,	PUNCT
sc-1106	364	6	t.	t.	PROPN
sc-1106	364	7	,	,	PUNCT
sc-1106	364	8	guo	guo	PROPN
sc-1106	364	9	,	,	PUNCT
sc-1106	364	10	j.	j.	PROPN
sc-1106	364	11	,	,	PUNCT
sc-1106	364	12	ondrus	ondrus	PROPN
sc-1106	364	13	,	,	PUNCT
sc-1106	364	14	j.	j.	PROPN
sc-1106	364	15	:	:	PUNCT
sc-1106	364	16	a	a	DET
sc-1106	364	17	critical	critical	ADJ
sc-1106	364	18	review	review	NOUN
sc-1106	364	19	of	of	ADP
sc-1106	364	20	mobile	mobile	ADJ
sc-1106	364	21	payment	payment	NOUN
sc-1106	364	22	research	research	NOUN
sc-1106	364	23	.	.	PUNCT
sc-1106	365	1	electron	electron	PROPN
sc-1106	365	2	.	.	PUNCT
sc-1106	366	1	commer	commer	PROPN
sc-1106	366	2	.	.	PUNCT
sc-1106	366	3	res	res	PROPN
sc-1106	366	4	.	.	PUNCT
sc-1106	366	5	appl	appl	PROPN
sc-1106	366	6	.	.	PROPN
sc-1106	367	1	14	14	NUM
sc-1106	367	2	,	,	PUNCT
sc-1106	367	3	265–284	265–284	NUM
sc-1106	367	4	(	(	PUNCT
sc-1106	367	5	2015	2015	NUM
sc-1106	367	6	)	)	PUNCT
sc-1106	367	7	.	.	PUNCT
sc-1106	368	1	https://doi.org/10.1016/j.elerap.2015.07.006	https://doi.org/10.1016/j.elerap.2015.07.006	PROPN
sc-1106	368	2	.	.	PUNCT
sc-1106	369	1	[	[	X
sc-1106	369	2	13	13	NUM
sc-1106	369	3	]	]	X
sc-1106	369	4	cheng	cheng	PROPN
sc-1106	369	5	,	,	PUNCT
sc-1106	369	6	s.k	s.k	PROPN
sc-1106	369	7	.	.	PROPN
sc-1106	369	8	:	:	PUNCT
sc-1106	369	9	exploring	explore	VERB
sc-1106	369	10	mobile	mobile	ADJ
sc-1106	369	11	ticketing	ticketing	NOUN
sc-1106	369	12	in	in	ADP
sc-1106	369	13	public	public	ADJ
sc-1106	369	14	transport	transport	NOUN
sc-1106	369	15	an	an	DET
sc-1106	369	16	analysis	analysis	NOUN
sc-1106	369	17	of	of	ADP
sc-1106	369	18	enablers	enabler	NOUN
sc-1106	369	19	for	for	ADP
sc-1106	369	20	successful	successful	ADJ
sc-1106	369	21	adoption	adoption	NOUN
sc-1106	369	22	in	in	ADP
sc-1106	369	23	the	the	DET
sc-1106	369	24	netherlands	netherlands	PROPN
sc-1106	369	25	expertise	expertise	NOUN
sc-1106	369	26	centre	centre	NOUN
sc-1106	369	27	for	for	ADP
sc-1106	369	28	e	e	NOUN
sc-1106	369	29	-	-	VERB
sc-1106	369	30	ticketing	ticket	VERB
sc-1106	369	31	in	in	ADP
sc-1106	369	32	public	public	ADJ
sc-1106	369	33	transport	transport	NOUN
sc-1106	369	34	.	.	PUNCT
sc-1106	370	1	(	(	PUNCT
sc-1106	370	2	2017	2017	NUM
sc-1106	370	3	)	)	PUNCT
sc-1106	370	4	.	.	PUNCT
sc-1106	371	1	[	[	X
sc-1106	371	2	14	14	NUM
sc-1106	371	3	]	]	SYM
sc-1106	371	4	ondrus	ondrus	NOUN
sc-1106	371	5	,	,	PUNCT
sc-1106	371	6	j.	j.	PROPN
sc-1106	371	7	,	,	PUNCT
sc-1106	371	8	lyytinen	lyytinen	PROPN
sc-1106	371	9	,	,	PUNCT
sc-1106	371	10	k.	k.	PROPN
sc-1106	371	11	,	,	PUNCT
sc-1106	371	12	pigneur	pigneur	PROPN
sc-1106	371	13	,	,	PUNCT
sc-1106	371	14	y.	y.	NOUN
sc-1106	371	15	:	:	PUNCT
sc-1106	371	16	why	why	SCONJ
sc-1106	371	17	mobile	mobile	ADJ
sc-1106	371	18	payments	payment	NOUN
sc-1106	371	19	fail	fail	VERB
sc-1106	371	20	?	?	PUNCT
sc-1106	372	1	towards	towards	ADP
sc-1106	372	2	a	a	DET
sc-1106	372	3	dynamic	dynamic	ADJ
sc-1106	372	4	and	and	CCONJ
sc-1106	372	5	multi	multi	ADJ
sc-1106	372	6	-	-	ADJ
sc-1106	372	7	perspective	perspective	ADJ
sc-1106	372	8	explanation	explanation	NOUN
sc-1106	372	9	.	.	PUNCT
sc-1106	373	1	proc	proc	NOUN
sc-1106	373	2	.	.	PUNCT
sc-1106	374	1	42nd	42nd	ADJ
sc-1106	374	2	annu	annu	PROPN
sc-1106	374	3	.	.	PUNCT
sc-1106	375	1	hawaii	hawaii	PROPN
sc-1106	375	2	int	int	PROPN
sc-1106	375	3	.	.	PUNCT
sc-1106	376	1	conf	conf	PROPN
sc-1106	376	2	.	.	PUNCT
sc-1106	377	1	syst	syst	PROPN
sc-1106	377	2	.	.	PUNCT
sc-1106	378	1	sci	sci	PROPN
sc-1106	378	2	.	.	PROPN
sc-1106	379	1	hicss	hicss	PROPN
sc-1106	379	2	.	.	PUNCT
sc-1106	380	1	(	(	PUNCT
sc-1106	380	2	2009	2009	NUM
sc-1106	380	3	)	)	PUNCT
sc-1106	380	4	.	.	PUNCT
sc-1106	381	1	https://doi.org/10.1109/hicss.2009.510	https://doi.org/10.1109/hicss.2009.510	ADJ
sc-1106	381	2	.	.	PUNCT
sc-1106	382	1	[	[	X
sc-1106	382	2	15	15	NUM
sc-1106	382	3	]	]	X
sc-1106	382	4	staykova	staykova	X
sc-1106	382	5	,	,	PUNCT
sc-1106	382	6	k.s	k.s	PROPN
sc-1106	382	7	.	.	PROPN
sc-1106	382	8	,	,	PUNCT
sc-1106	382	9	damsgaard	damsgaard	PROPN
sc-1106	382	10	,	,	PUNCT
sc-1106	382	11	j.	j.	PROPN
sc-1106	382	12	:	:	PUNCT
sc-1106	382	13	adoption	adoption	NOUN
sc-1106	382	14	of	of	ADP
sc-1106	382	15	mobile	mobile	ADJ
sc-1106	382	16	payment	payment	NOUN
sc-1106	382	17	platforms	platform	NOUN
sc-1106	382	18	:	:	PUNCT
sc-1106	382	19	managing	manage	VERB
sc-1106	382	20	reach	reach	NOUN
sc-1106	382	21	and	and	CCONJ
sc-1106	382	22	range	range	VERB
sc-1106	382	23	.	.	PUNCT
sc-1106	383	1	j.	j.	PROPN
sc-1106	383	2	theor	theor	PROPN
sc-1106	383	3	.	.	PUNCT
sc-1106	384	1	appl	appl	PROPN
sc-1106	384	2	.	.	PROPN
sc-1106	384	3	electron	electron	PROPN
sc-1106	384	4	.	.	PUNCT
sc-1106	385	1	commer	commer	PROPN
sc-1106	385	2	.	.	PUNCT
sc-1106	386	1	res	res	PROPN
sc-1106	386	2	.	.	PROPN
sc-1106	387	1	11	11	NUM
sc-1106	387	2	,	,	PUNCT
sc-1106	387	3	65–84	65–84	NOUN
sc-1106	387	4	(	(	PUNCT
sc-1106	387	5	2016	2016	NUM
sc-1106	387	6	)	)	PUNCT
sc-1106	387	7	.	.	PUNCT
sc-1106	388	1	https://doi.org/10.4067/s0718-18762016000300006	https://doi.org/10.4067/s0718-18762016000300006	NOUN
sc-1106	388	2	.	.	PUNCT
sc-1106	389	1	[	[	X
sc-1106	389	2	16	16	NUM
sc-1106	389	3	]	]	X
sc-1106	389	4	ferreira	ferreira	PROPN
sc-1106	389	5	,	,	PUNCT
sc-1106	389	6	m.c	m.c	PROPN
sc-1106	389	7	.	.	PROPN
sc-1106	389	8	,	,	PUNCT
sc-1106	389	9	dias	dias	PROPN
sc-1106	389	10	,	,	PUNCT
sc-1106	389	11	t.g	t.g	PROPN
sc-1106	389	12	.	.	PROPN
sc-1106	389	13	,	,	PUNCT
sc-1106	389	14	falcão	falcão	PROPN
sc-1106	389	15	,	,	PUNCT
sc-1106	389	16	j.	j.	PROPN
sc-1106	389	17	:	:	PUNCT
sc-1106	389	18	is	be	AUX
sc-1106	389	19	bluetooth	bluetooth	PROPN
sc-1106	389	20	low	low	ADJ
sc-1106	389	21	energy	energy	NOUN
sc-1106	389	22	feasible	feasible	ADJ
sc-1106	389	23	for	for	ADP
sc-1106	389	24	mobile	mobile	ADJ
sc-1106	389	25	ticketing	ticketing	NOUN
sc-1106	389	26	in	in	ADP
sc-1106	389	27	urban	urban	ADJ
sc-1106	389	28	passenger	passenger	NOUN
sc-1106	389	29	transport	transport	NOUN
sc-1106	389	30	?	?	PUNCT
sc-1106	390	1	transp	transp	PROPN
sc-1106	390	2	.	.	PUNCT
sc-1106	391	1	res	re	NOUN
sc-1106	391	2	.	.	PUNCT
sc-1106	392	1	interdiscip	interdiscip	NOUN
sc-1106	392	2	.	.	PUNCT
sc-1106	393	1	perspect	perspect	VERB
sc-1106	393	2	.	.	PUNCT
sc-1106	394	1	5	5	NUM
sc-1106	394	2	,	,	PUNCT
sc-1106	394	3	100120	100120	NUM
sc-1106	394	4	(	(	PUNCT
sc-1106	394	5	2020	2020	NUM
sc-1106	394	6	)	)	PUNCT
sc-1106	394	7	.	.	PUNCT
sc-1106	395	1	https://doi.org/10.1016/j.trip.2020.100120	https://doi.org/10.1016/j.trip.2020.100120	ADJ
sc-1106	395	2	.	.	PUNCT
sc-1106	396	1	[	[	X
sc-1106	396	2	17	17	NUM
sc-1106	396	3	]	]	X
sc-1106	396	4	ferreira	ferreira	PROPN
sc-1106	396	5	,	,	PUNCT
sc-1106	396	6	m.c	m.c	PROPN
sc-1106	396	7	.	.	PROPN
sc-1106	396	8	,	,	PUNCT
sc-1106	396	9	dias	dias	PROPN
sc-1106	396	10	,	,	PUNCT
sc-1106	396	11	t.g	t.g	PROPN
sc-1106	396	12	.	.	PROPN
sc-1106	396	13	,	,	PUNCT
sc-1106	396	14	cunha	cunha	PROPN
sc-1106	396	15	,	,	PUNCT
sc-1106	396	16	j.f	j.f	PROPN
sc-1106	396	17	.	.	PROPN
sc-1106	396	18	e	e	NOUN
sc-1106	396	19	:	:	PUNCT
sc-1106	396	20	codesign	codesign	NOUN
sc-1106	396	21	of	of	ADP
sc-1106	396	22	a	a	DET
sc-1106	396	23	mobile	mobile	ADJ
sc-1106	396	24	ticketing	ticketing	NOUN
sc-1106	396	25	service	service	NOUN
sc-1106	396	26	solution	solution	NOUN
sc-1106	396	27	based	base	VERB
sc-1106	396	28	on	on	ADP
sc-1106	396	29	ble	ble	PROPN
sc-1106	396	30	.	.	PUNCT
sc-1106	397	1	j.	j.	PROPN
sc-1106	397	2	traffic	traffic	PROPN
sc-1106	397	3	logist	logist	NOUN
sc-1106	397	4	.	.	PUNCT
sc-1106	398	1	eng	eng	PROPN
sc-1106	398	2	.	.	PROPN
sc-1106	398	3	7	7	NUM
sc-1106	398	4	,	,	PUNCT
sc-1106	398	5	10–17	10–17	NUM
sc-1106	398	6	(	(	PUNCT
sc-1106	398	7	2019	2019	NUM
sc-1106	398	8	)	)	PUNCT
sc-1106	398	9	.	.	PUNCT
sc-1106	399	1	https://doi.org/10.18178/jtle.7.1.10-17	https://doi.org/10.18178/jtle.7.1.10-17	NOUN
sc-1106	399	2	.	.	PUNCT
sc-1106	400	1	[	[	X
sc-1106	400	2	18	18	NUM
sc-1106	400	3	]	]	X
sc-1106	400	4	duarte	duarte	PROPN
sc-1106	400	5	,	,	PUNCT
sc-1106	400	6	s.-p	s.-p	PROPN
sc-1106	400	7	.	.	PROPN
sc-1106	400	8	,	,	PUNCT
sc-1106	400	9	ferreira	ferreira	PROPN
sc-1106	400	10	,	,	PUNCT
sc-1106	400	11	m.c	m.c	PROPN
sc-1106	400	12	.	.	PROPN
sc-1106	400	13	,	,	PUNCT
sc-1106	400	14	sousa	sousa	PROPN
sc-1106	400	15	,	,	PUNCT
sc-1106	400	16	j.p	j.p	PROPN
sc-1106	400	17	.	.	PROPN
sc-1106	400	18	de	de	PROPN
sc-1106	400	19	,	,	PUNCT
sc-1106	400	20	sousa	sousa	PROPN
sc-1106	400	21	,	,	PUNCT
sc-1106	400	22	j.f	j.f	PROPN
sc-1106	400	23	.	.	PROPN
sc-1106	400	24	de	de	PROPN
sc-1106	400	25	,	,	PUNCT
sc-1106	400	26	galvão	galvão	NOUN
sc-1106	400	27	,	,	PUNCT
sc-1106	400	28	t.	t.	PROPN
sc-1106	400	29	:	:	PUNCT
sc-1106	400	30	improving	improve	VERB
sc-1106	400	31	mobility	mobility	NOUN
sc-1106	400	32	services	service	NOUN
sc-1106	400	33	through	through	ADP
sc-1106	400	34	customer	customer	NOUN
sc-1106	400	35	participation	participation	NOUN
sc-1106	400	36	.	.	PUNCT
sc-1106	401	1	in	in	ADP
sc-1106	401	2	:	:	PUNCT
sc-1106	401	3	advances	advance	NOUN
sc-1106	401	4	in	in	ADP
sc-1106	401	5	mobility	mobility	NOUN
sc-1106	401	6	-	-	PUNCT
sc-1106	401	7	as	as	ADP
sc-1106	401	8	-	-	PUNCT
sc-1106	401	9	a	a	DET
sc-1106	401	10	-	-	PUNCT
sc-1106	401	11	service	service	NOUN
sc-1106	401	12	systems	system	NOUN
sc-1106	401	13	improving	improve	VERB
sc-1106	401	14	(	(	PUNCT
sc-1106	401	15	2021	2021	NUM
sc-1106	401	16	)	)	PUNCT
sc-1106	401	17	.	.	PUNCT
sc-1106	402	1	[	[	X
sc-1106	402	2	19	19	NUM
sc-1106	402	3	]	]	X
sc-1106	402	4	dumas	dumas	PROPN
sc-1106	402	5	,	,	PUNCT
sc-1106	402	6	j.s	j.s	PROPN
sc-1106	402	7	.	.	PROPN
sc-1106	402	8	,	,	PUNCT
sc-1106	402	9	redish	redish	PROPN
sc-1106	402	10	,	,	PUNCT
sc-1106	402	11	j.c	j.c	PROPN
sc-1106	402	12	.	.	PROPN
sc-1106	402	13	:	:	PUNCT
sc-1106	402	14	a	a	DET
sc-1106	402	15	practical	practical	ADJ
sc-1106	402	16	guide	guide	NOUN
sc-1106	402	17	to	to	ADP
sc-1106	402	18	usability	usability	NOUN
sc-1106	402	19	testing	testing	NOUN
sc-1106	402	20	.	.	PUNCT
sc-1106	403	1	intellect	intellect	NOUN
sc-1106	403	2	books	book	NOUN
sc-1106	403	3	,	,	PUNCT
sc-1106	403	4	exeter	exeter	NOUN
sc-1106	403	5	(	(	PUNCT
sc-1106	403	6	1999	1999	NUM
sc-1106	403	7	)	)	PUNCT
sc-1106	403	8	.	.	PUNCT
sc-1106	404	1	[	[	X
sc-1106	404	2	20	20	NUM
sc-1106	404	3	]	]	X
sc-1106	404	4	dumas	dumas	PROPN
sc-1106	404	5	,	,	PUNCT
sc-1106	404	6	j.s	j.s	PROPN
sc-1106	404	7	.	.	PROPN
sc-1106	404	8	,	,	PUNCT
sc-1106	404	9	fox	fox	PROPN
sc-1106	404	10	,	,	PUNCT
sc-1106	404	11	j.e	j.e	PROPN
sc-1106	404	12	.	.	PROPN
sc-1106	404	13	:	:	PUNCT
sc-1106	404	14	usability	usability	NOUN
sc-1106	404	15	testing	testing	NOUN
sc-1106	404	16	:	:	PUNCT
sc-1106	404	17	current	current	ADJ
sc-1106	404	18	practice	practice	NOUN
sc-1106	404	19	and	and	CCONJ
sc-1106	404	20	future	future	ADJ
sc-1106	404	21	directions	direction	NOUN
sc-1106	404	22	.	.	PUNCT
sc-1106	405	1	in	in	ADP
sc-1106	405	2	:	:	PUNCT
sc-1106	405	3	the	the	DET
sc-1106	405	4	human	human	ADJ
sc-1106	405	5	-	-	PUNCT
sc-1106	405	6	computer	computer	NOUN
sc-1106	405	7	interaction	interaction	NOUN
sc-1106	405	8	handbook	handbook	NOUN
sc-1106	405	9	(	(	PUNCT
sc-1106	405	10	2007	2007	NUM
sc-1106	405	11	)	)	PUNCT
sc-1106	405	12	.	.	PUNCT
sc-1106	406	1	eai	eai	PROPN
sc-1106	406	2	endorsed	endorse	VERB
sc-1106	406	3	transactions	transaction	NOUN
sc-1106	406	4	on	on	ADP
sc-1106	406	5	smart	smart	ADJ
sc-1106	406	6	cities	city	NOUN
sc-1106	406	7	04	04	NUM
sc-1106	406	8	2021	2021	NUM
sc-1106	406	9	08	08	NUM
sc-1106	406	10	2021	2021	NUM
sc-1106	406	11	|	|	ADV
sc-1106	406	12	volume	volume	NOUN
sc-1106	406	13	5	5	NUM
sc-1106	406	14	|	|	ADV
sc-1106	406	15	issue	issue	VERB
sc-1106	406	16	15	15	NUM
sc-1106	406	17	|	|	ADV
sc-1106	406	18	e5	e5	INTJ
sc-1106	406	19	accessibility	accessibility	NOUN
sc-1106	406	20	of	of	ADP
sc-1106	406	21	the	the	DET
sc-1106	406	22	mobile	mobile	ADJ
sc-1106	406	23	applications	application	NOUN
sc-1106	406	24	:	:	PUNCT
sc-1106	406	25	flexibility	flexibility	NOUN
sc-1106	406	26	of	of	ADP
sc-1106	406	27	the	the	DET
sc-1106	406	28	mobile	mobile	ADJ
sc-1106	406	29	applications	application	NOUN
sc-1106	406	30	:	:	PUNCT
sc-1106	406	31	ubiquity	ubiquity	NOUN
sc-1106	406	32	of	of	ADP
sc-1106	406	33	the	the	DET
sc-1106	406	34	service	service	NOUN
sc-1106	406	35	:	:	PUNCT
sc-1106	406	36	sustainability	sustainability	NOUN
sc-1106	406	37	of	of	ADP
sc-1106	406	38	the	the	DET
sc-1106	406	39	service	service	NOUN
sc-1106	406	40	:	:	PUNCT
sc-1106	406	41	bad	bad	ADJ
sc-1106	406	42	first	first	ADJ
sc-1106	406	43	-	-	PUNCT
sc-1106	406	44	time	time	NOUN
sc-1106	406	45	user	user	NOUN
sc-1106	406	46	experience	experience	NOUN
sc-1106	406	47	:	:	PUNCT
sc-1106	406	48	recurrence	recurrence	NOUN
sc-1106	406	49	of	of	ADP
sc-1106	406	50	usability	usability	NOUN
sc-1106	406	51	and	and	CCONJ
sc-1106	406	52	technical	technical	ADJ
sc-1106	406	53	problems	problem	NOUN
sc-1106	406	54	:	:	PUNCT
sc-1106	406	55	lack	lack	NOUN
sc-1106	406	56	of	of	ADP
sc-1106	406	57	response	response	NOUN
sc-1106	406	58	to	to	ADP
sc-1106	406	59	customer	customer	NOUN
sc-1106	406	60	feedback	feedback	NOUN
sc-1106	406	61	:	:	PUNCT
sc-1106	406	62	depreciation	depreciation	NOUN
sc-1106	406	63	of	of	ADP
sc-1106	406	64	customer	customer	NOUN
sc-1106	406	65	value	value	NOUN
sc-1106	406	66	:	:	PUNCT
sc-1106	406	67	negative	negative	ADJ
sc-1106	406	68	influence	influence	NOUN
sc-1106	406	69	of	of	ADP
sc-1106	406	70	lost	lost	ADJ
sc-1106	406	71	customers	customer	NOUN
sc-1106	406	72	:	:	PUNCT
sc-1106	406	73	the	the	DET
sc-1106	406	74	lack	lack	NOUN
sc-1106	406	75	of	of	ADP
sc-1106	406	76	advertising	advertising	NOUN
sc-1106	406	77	campaigns	campaign	NOUN
sc-1106	406	78	:	:	PUNCT