id	sid	tid	token	lemma	pos
emaj-45	1	1	the	the	DET
emaj-45	1	2	effects	effect	NOUN
emaj-45	1	3	of	of	ADP
emaj-45	1	4	justice	justice	NOUN
emaj-45	1	5	oriented	orient	VERB
emaj-45	1	6	service	service	NOUN
emaj-45	1	7	recovery	recovery	NOUN
emaj-45	1	8	on	on	ADP
emaj-45	1	9	customer	customer	NOUN
emaj-45	1	10	satisfaction	satisfaction	NOUN
emaj-45	1	11	and	and	CCONJ
emaj-45	1	12	loyalty	loyalty	NOUN
emaj-45	1	13	in	in	ADP
emaj-45	1	14	retail	retail	ADJ
emaj-45	1	15	banks	bank	NOUN
emaj-45	1	16	in	in	ADP
emaj-45	1	17	ethiopia	ethiopia	PROPN
emaj-45	1	18	efrem	efrem	VERB
emaj-45	1	19	sisay	sisay	PROPN
emaj-45	1	20	assefa	assefa	PROPN
emaj-45	1	21	debre	debre	PROPN
emaj-45	1	22	berhan	berhan	PROPN
emaj-45	1	23	university	university	PROPN
emaj-45	1	24	,	,	PUNCT
emaj-45	1	25	debre	debre	PROPN
emaj-45	1	26	berhan	berhan	PROPN
emaj-45	1	27	,	,	PUNCT
emaj-45	1	28	ethiopia	ethiopia	PROPN
emaj-45	1	29	,	,	PUNCT
emaj-45	1	30	|	|	ADV
emaj-45	1	31	email	email	NOUN
emaj-45	1	32	:	:	PUNCT
emaj-45	1	33	efremsisay@gmail.com	efremsisay@gmail.com	X
emaj-45	2	1	abstract	abstract	ADJ
emaj-45	2	2	the	the	DET
emaj-45	2	3	principal	principal	ADJ
emaj-45	2	4	objective	objective	NOUN
emaj-45	2	5	of	of	ADP
emaj-45	2	6	this	this	DET
emaj-45	2	7	study	study	NOUN
emaj-45	2	8	is	be	AUX
emaj-45	2	9	to	to	PART
emaj-45	2	10	investigate	investigate	VERB
emaj-45	2	11	the	the	DET
emaj-45	2	12	effects	effect	NOUN
emaj-45	2	13	of	of	ADP
emaj-45	2	14	justice	justice	NOUN
emaj-45	2	15	oriented	orient	VERB
emaj-45	2	16	service	service	NOUN
emaj-45	2	17	recovery	recovery	NOUN
emaj-45	2	18	on	on	ADP
emaj-45	2	19	customer	customer	NOUN
emaj-45	2	20	satisfaction	satisfaction	NOUN
emaj-45	2	21	in	in	ADP
emaj-45	2	22	retail	retail	ADJ
emaj-45	2	23	banks	bank	NOUN
emaj-45	2	24	in	in	ADP
emaj-45	2	25	ethiopia	ethiopia	PROPN
emaj-45	2	26	.	.	PUNCT
emaj-45	3	1	it	it	PRON
emaj-45	3	2	also	also	ADV
emaj-45	3	3	attempts	attempt	VERB
emaj-45	3	4	to	to	PART
emaj-45	3	5	assess	assess	VERB
emaj-45	3	6	how	how	SCONJ
emaj-45	3	7	recovery	recovery	NOUN
emaj-45	3	8	satisfaction	satisfaction	NOUN
emaj-45	3	9	in	in	ADP
emaj-45	3	10	turn	turn	NOUN
emaj-45	3	11	affects	affect	VERB
emaj-45	3	12	customer	customer	NOUN
emaj-45	3	13	loyalty	loyalty	NOUN
emaj-45	3	14	.	.	PUNCT
emaj-45	4	1	in	in	ADP
emaj-45	4	2	order	order	NOUN
emaj-45	4	3	to	to	PART
emaj-45	4	4	realize	realize	VERB
emaj-45	4	5	the	the	DET
emaj-45	4	6	research	research	NOUN
emaj-45	4	7	objectives	objective	NOUN
emaj-45	4	8	,	,	PUNCT
emaj-45	4	9	data	datum	NOUN
emaj-45	4	10	were	be	AUX
emaj-45	4	11	collected	collect	VERB
emaj-45	4	12	through	through	ADP
emaj-45	4	13	survey	survey	NOUN
emaj-45	4	14	questionnaire	questionnaire	NOUN
emaj-45	4	15	from	from	ADP
emaj-45	4	16	a	a	DET
emaj-45	4	17	total	total	NOUN
emaj-45	4	18	of	of	ADP
emaj-45	4	19	400	400	NUM
emaj-45	4	20	customers	customer	NOUN
emaj-45	4	21	who	who	PRON
emaj-45	4	22	have	have	AUX
emaj-45	4	23	experienced	experience	VERB
emaj-45	4	24	service	service	NOUN
emaj-45	4	25	failures	failure	NOUN
emaj-45	4	26	and	and	CCONJ
emaj-45	4	27	recovered	recover	VERB
emaj-45	4	28	by	by	ADP
emaj-45	4	29	the	the	DET
emaj-45	4	30	banks	bank	NOUN
emaj-45	4	31	during	during	ADP
emaj-45	4	32	the	the	DET
emaj-45	4	33	past	past	ADJ
emaj-45	4	34	one	one	NUM
emaj-45	4	35	year	year	NOUN
emaj-45	4	36	.	.	PUNCT
emaj-45	5	1	the	the	DET
emaj-45	5	2	study	study	NOUN
emaj-45	5	3	utilizes	utilize	VERB
emaj-45	5	4	the	the	DET
emaj-45	5	5	instrument	instrument	NOUN
emaj-45	5	6	developed	develop	VERB
emaj-45	5	7	by	by	ADP
emaj-45	5	8	tax	tax	NOUN
emaj-45	5	9	et	et	PROPN
emaj-45	5	10	al	al	PROPN
emaj-45	5	11	.	.	PUNCT
emaj-45	6	1	(	(	PUNCT
emaj-45	6	2	1998	1998	NUM
emaj-45	6	3	)	)	PUNCT
emaj-45	6	4	.	.	PUNCT
emaj-45	7	1	findings	finding	NOUN
emaj-45	7	2	reveal	reveal	VERB
emaj-45	7	3	that	that	SCONJ
emaj-45	7	4	,	,	PUNCT
emaj-45	7	5	perceived	perceive	VERB
emaj-45	7	6	justice	justice	NOUN
emaj-45	7	7	namely	namely	ADV
emaj-45	7	8	procedural	procedural	ADJ
emaj-45	7	9	justice	justice	NOUN
emaj-45	7	10	,	,	PUNCT
emaj-45	7	11	interactional	interactional	ADJ
emaj-45	7	12	justice	justice	NOUN
emaj-45	7	13	and	and	CCONJ
emaj-45	7	14	distributive	distributive	ADJ
emaj-45	7	15	justice	justice	NOUN
emaj-45	7	16	were	be	AUX
emaj-45	7	17	found	find	VERB
emaj-45	7	18	to	to	PART
emaj-45	7	19	be	be	AUX
emaj-45	7	20	positively	positively	ADV
emaj-45	7	21	related	relate	VERB
emaj-45	7	22	to	to	ADP
emaj-45	7	23	recovery	recovery	NOUN
emaj-45	7	24	satisfaction	satisfaction	NOUN
emaj-45	7	25	.	.	PUNCT
emaj-45	8	1	recovery	recovery	NOUN
emaj-45	8	2	satisfaction	satisfaction	NOUN
emaj-45	8	3	is	be	AUX
emaj-45	8	4	also	also	ADV
emaj-45	8	5	positively	positively	ADV
emaj-45	8	6	related	relate	VERB
emaj-45	8	7	with	with	ADP
emaj-45	8	8	customer	customer	NOUN
emaj-45	8	9	loyalty	loyalty	NOUN
emaj-45	8	10	.	.	PUNCT
emaj-45	9	1	keywords	keyword	NOUN
emaj-45	9	2	:	:	PUNCT
emaj-45	9	3	perceived	perceive	VERB
emaj-45	9	4	justice	justice	NOUN
emaj-45	9	5	;	;	PUNCT
emaj-45	9	6	service	service	NOUN
emaj-45	9	7	recovery	recovery	NOUN
emaj-45	9	8	;	;	PUNCT
emaj-45	9	9	recovery	recovery	NOUN
emaj-45	9	10	satisfaction	satisfaction	NOUN
emaj-45	9	11	;	;	PUNCT
emaj-45	9	12	customer	customer	NOUN
emaj-45	9	13	loyalty	loyalty	NOUN
emaj-45	9	14	;	;	PUNCT
emaj-45	9	15	retail	retail	ADJ
emaj-45	9	16	banks	bank	NOUN
emaj-45	9	17	new	new	ADJ
emaj-45	9	18	articles	article	NOUN
emaj-45	9	19	in	in	ADP
emaj-45	9	20	this	this	DET
emaj-45	9	21	journal	journal	NOUN
emaj-45	9	22	are	be	AUX
emaj-45	9	23	licensed	license	VERB
emaj-45	9	24	under	under	ADP
emaj-45	9	25	a	a	DET
emaj-45	9	26	creative	creative	ADJ
emaj-45	9	27	commons	common	NOUN
emaj-45	9	28	attribution	attribution	NOUN
emaj-45	9	29	3.0	3.0	NUM
emaj-45	9	30	united	unite	VERB
emaj-45	9	31	states	states	PROPN
emaj-45	9	32	license	license	NOUN
emaj-45	9	33	.	.	PUNCT
emaj-45	10	1	this	this	DET
emaj-45	10	2	journal	journal	NOUN
emaj-45	10	3	is	be	AUX
emaj-45	10	4	published	publish	VERB
emaj-45	10	5	by	by	ADP
emaj-45	10	6	the	the	DET
emaj-45	10	7	university	university	NOUN
emaj-45	10	8	library	library	NOUN
emaj-45	10	9	system	system	NOUN
emaj-45	10	10	of	of	ADP
emaj-45	10	11	the	the	DET
emaj-45	10	12	university	university	PROPN
emaj-45	10	13	of	of	ADP
emaj-45	10	14	pittsburgh	pittsburgh	PROPN
emaj-45	10	15	as	as	ADP
emaj-45	10	16	part	part	NOUN
emaj-45	10	17	of	of	ADP
emaj-45	10	18	its	its	PRON
emaj-45	10	19	d	d	NOUN
emaj-45	10	20	-	-	PUNCT
emaj-45	10	21	scribe	scribe	VERB
emaj-45	10	22	digital	digital	ADJ
emaj-45	10	23	publishing	publishing	NOUN
emaj-45	10	24	program	program	NOUN
emaj-45	10	25	,	,	PUNCT
emaj-45	10	26	and	and	CCONJ
emaj-45	10	27	is	be	AUX
emaj-45	10	28	cosponsored	cosponsor	VERB
emaj-45	10	29	by	by	ADP
emaj-45	10	30	the	the	DET
emaj-45	10	31	university	university	PROPN
emaj-45	10	32	of	of	ADP
emaj-45	10	33	pittsburgh	pittsburgh	PROPN
emaj-45	10	34	press	press	NOUN
emaj-45	10	35	.	.	PUNCT
emaj-45	11	1	volume	volume	NOUN
emaj-45	11	2	4	4	NUM
emaj-45	11	3	no	no	DET
emaj-45	11	4	1	1	NUM
emaj-45	11	5	(	(	PUNCT
emaj-45	11	6	2014	2014	NUM
emaj-45	11	7	)	)	PUNCT
emaj-45	11	8	|	|	ADV
emaj-45	11	9	issn	issn	VERB
emaj-45	11	10	2158	2158	NUM
emaj-45	11	11	-	-	SYM
emaj-45	11	12	8708	8708	NUM
emaj-45	11	13	(	(	PUNCT
emaj-45	11	14	online	online	NOUN
emaj-45	11	15	)	)	PUNCT
emaj-45	11	16	|	|	ADV
emaj-45	11	17	doi	doi	X
emaj-45	11	18	10.5195	10.5195	NUM
emaj-45	11	19	/	/	SYM
emaj-45	11	20	emaj.2014.45	emaj.2014.45	NOUN
emaj-45	12	1	|	|	ADV
emaj-45	12	2	http://emaj.pitt.edu	http://emaj.pitt.edu	VERB
emaj-45	12	3	|	|	ADV
emaj-45	12	4	mailto:efremsisay@gmail.com	mailto:efremsisay@gmail.com	PROPN
emaj-45	13	1	http://www.library.pitt.edu/	http://www.library.pitt.edu/	PROPN
emaj-45	13	2	http://www.pitt.edu/	http://www.pitt.edu/	NOUN
emaj-45	13	3	http://www.library.pitt.edu/articles/digpubtype/index.html	http://www.library.pitt.edu/articles/digpubtype/index.html	X
emaj-45	14	1	http://www.upress.pitt.edu/upressindex.aspx	http://www.upress.pitt.edu/upressindex.aspx	NUM
emaj-45	14	2	http://creativecommons.org/licenses/by/3.0/us/	http://creativecommons.org/licenses/by/3.0/us/	NOUN
emaj-45	14	3	volume	volume	NOUN
emaj-45	14	4	4	4	NUM
emaj-45	14	5	no	no	DET
emaj-45	14	6	1	1	NUM
emaj-45	14	7	(	(	PUNCT
emaj-45	14	8	2014	2014	NUM
emaj-45	14	9	)	)	PUNCT
emaj-45	14	10	|	|	ADV
emaj-45	14	11	issn	issn	VERB
emaj-45	14	12	2158	2158	NUM
emaj-45	14	13	-	-	SYM
emaj-45	14	14	8708	8708	NUM
emaj-45	14	15	(	(	PUNCT
emaj-45	14	16	online	online	NOUN
emaj-45	14	17	)	)	PUNCT
emaj-45	14	18	|	|	ADV
emaj-45	14	19	doi	doi	X
emaj-45	14	20	10.5195	10.5195	NUM
emaj-45	14	21	/	/	SYM
emaj-45	14	22	emaj.2014.45	emaj.2014.45	NOUN
emaj-45	14	23	|	|	NOUN
emaj-45	14	24	http://emaj.pitt.edu	http://emaj.pitt.edu	VERB
emaj-45	14	25	efrem	efrem	ADJ
emaj-45	14	26	sisay	sisay	ADJ
emaj-45	14	27	assefa	assefa	PROPN
emaj-45	14	28	emerging	emerge	VERB
emaj-45	14	29	markets	market	NOUN
emaj-45	14	30	journal	journal	NOUN
emaj-45	14	31	|	|	ADV
emaj-45	14	32	p	p	NOUN
emaj-45	14	33	a	a	DET
emaj-45	14	34	g	g	NOUN
emaj-45	14	35	e	e	NOUN
emaj-45	14	36	|49	|49	VERB
emaj-45	14	37	the	the	DET
emaj-45	14	38	effects	effect	NOUN
emaj-45	14	39	of	of	ADP
emaj-45	14	40	justice	justice	NOUN
emaj-45	14	41	oriented	orient	VERB
emaj-45	14	42	service	service	NOUN
emaj-45	14	43	recovery	recovery	NOUN
emaj-45	14	44	on	on	ADP
emaj-45	14	45	customer	customer	NOUN
emaj-45	14	46	satisfaction	satisfaction	NOUN
emaj-45	14	47	and	and	CCONJ
emaj-45	14	48	loyalty	loyalty	NOUN
emaj-45	14	49	in	in	ADP
emaj-45	14	50	retail	retail	ADJ
emaj-45	14	51	banks	bank	NOUN
emaj-45	14	52	in	in	ADP
emaj-45	14	53	ethiopia	ethiopia	PROPN
emaj-45	14	54	efrem	efrem	VERB
emaj-45	14	55	sisay	sisay	ADJ
emaj-45	14	56	assefa	assefa	PROPN
emaj-45	14	57	1	1	NUM
emaj-45	14	58	.	.	PUNCT
emaj-45	15	1	introduction	introduction	NOUN
emaj-45	15	2	service	service	NOUN
emaj-45	15	3	organizations	organization	NOUN
emaj-45	15	4	endeavor	endeavor	VERB
emaj-45	15	5	towards	towards	ADP
emaj-45	15	6	‘	'	PUNCT
emaj-45	15	7	a	a	DET
emaj-45	15	8	zero	zero	NUM
emaj-45	15	9	defect	defect	NOUN
emaj-45	15	10	’	'	PUNCT
emaj-45	15	11	service	service	NOUN
emaj-45	15	12	or	or	CCONJ
emaj-45	15	13	to	to	ADP
emaj-45	15	14	the	the	DET
emaj-45	15	15	ability	ability	NOUN
emaj-45	15	16	‘	'	PUNCT
emaj-45	15	17	to	to	PART
emaj-45	15	18	get	get	VERB
emaj-45	15	19	things	thing	NOUN
emaj-45	15	20	right	right	ADV
emaj-45	15	21	the	the	DET
emaj-45	15	22	first	first	ADJ
emaj-45	15	23	time	time	NOUN
emaj-45	15	24	’	'	PUNCT
emaj-45	16	1	[	[	X
emaj-45	16	2	1	1	NUM
emaj-45	16	3	,	,	PUNCT
emaj-45	16	4	2	2	NUM
emaj-45	16	5	]	]	PUNCT
emaj-45	16	6	.	.	PUNCT
emaj-45	17	1	however	however	ADV
emaj-45	17	2	,	,	PUNCT
emaj-45	17	3	in	in	ADP
emaj-45	17	4	all	all	DET
emaj-45	17	5	contexts	context	NOUN
emaj-45	17	6	,	,	PUNCT
emaj-45	17	7	whether	whether	SCONJ
emaj-45	17	8	customer	customer	NOUN
emaj-45	17	9	service	service	NOUN
emaj-45	17	10	,	,	PUNCT
emaj-45	17	11	consumer	consumer	NOUN
emaj-45	17	12	services	service	NOUN
emaj-45	17	13	,	,	PUNCT
emaj-45	17	14	or	or	CCONJ
emaj-45	17	15	business	business	NOUN
emaj-45	17	16	-	-	PUNCT
emaj-45	17	17	to	to	ADP
emaj-45	17	18	-	-	PUNCT
emaj-45	17	19	business	business	NOUN
emaj-45	17	20	services	service	NOUN
emaj-45	17	21	,	,	PUNCT
emaj-45	17	22	service	service	NOUN
emaj-45	17	23	failure	failure	NOUN
emaj-45	17	24	is	be	AUX
emaj-45	17	25	inevitable	inevitable	ADJ
emaj-45	17	26	[	[	X
emaj-45	17	27	3	3	NUM
emaj-45	17	28	]	]	PUNCT
emaj-45	17	29	.	.	PUNCT
emaj-45	18	1	failure	failure	NOUN
emaj-45	18	2	is	be	AUX
emaj-45	18	3	inevitable	inevitable	ADJ
emaj-45	18	4	as	as	ADP
emaj-45	18	5	a	a	DET
emaj-45	18	6	result	result	NOUN
emaj-45	18	7	of	of	ADP
emaj-45	18	8	the	the	DET
emaj-45	18	9	unique	unique	ADJ
emaj-45	18	10	characteristics	characteristic	NOUN
emaj-45	18	11	of	of	ADP
emaj-45	18	12	the	the	DET
emaj-45	18	13	service	service	NOUN
emaj-45	18	14	itself	itself	PRON
emaj-45	18	15	i.e.	i.e.	X
emaj-45	18	16	specially	specially	ADV
emaj-45	18	17	,	,	PUNCT
emaj-45	18	18	co	co	NOUN
emaj-45	18	19	-	-	NOUN
emaj-45	18	20	production	production	NOUN
emaj-45	18	21	and	and	CCONJ
emaj-45	18	22	the	the	DET
emaj-45	18	23	inseparability	inseparability	NOUN
emaj-45	18	24	of	of	ADP
emaj-45	18	25	production	production	NOUN
emaj-45	18	26	and	and	CCONJ
emaj-45	18	27	consumption	consumption	NOUN
emaj-45	18	28	makes	make	VERB
emaj-45	18	29	it	it	PRON
emaj-45	18	30	impossible	impossible	ADJ
emaj-45	18	31	to	to	PART
emaj-45	18	32	ensure	ensure	VERB
emaj-45	18	33	100	100	NUM
emaj-45	18	34	percent	percent	NOUN
emaj-45	18	35	error	error	NOUN
emaj-45	18	36	-	-	PUNCT
emaj-45	18	37	free	free	ADJ
emaj-45	18	38	services	service	NOUN
emaj-45	18	39	[	[	X
emaj-45	18	40	4	4	NUM
emaj-45	18	41	]	]	PUNCT
emaj-45	18	42	.	.	PUNCT
emaj-45	19	1	failures	failure	NOUN
emaj-45	19	2	happen	happen	VERB
emaj-45	19	3	even	even	ADV
emaj-45	19	4	to	to	ADP
emaj-45	19	5	the	the	DET
emaj-45	19	6	best	good	ADJ
emaj-45	19	7	of	of	ADP
emaj-45	19	8	firms	firm	NOUN
emaj-45	19	9	with	with	ADP
emaj-45	19	10	the	the	DET
emaj-45	19	11	best	good	ADJ
emaj-45	19	12	intentions	intention	NOUN
emaj-45	19	13	and	and	CCONJ
emaj-45	19	14	even	even	ADV
emaj-45	19	15	to	to	ADP
emaj-45	19	16	those	those	PRON
emaj-45	19	17	with	with	ADP
emaj-45	19	18	world	world	NOUN
emaj-45	19	19	-	-	PUNCT
emaj-45	19	20	class	class	NOUN
emaj-45	19	21	service	service	NOUN
emaj-45	19	22	system	system	NOUN
emaj-45	19	23	[	[	X
emaj-45	19	24	5	5	NUM
emaj-45	19	25	]	]	PUNCT
emaj-45	19	26	.	.	PUNCT
emaj-45	20	1	such	such	ADJ
emaj-45	20	2	failures	failure	NOUN
emaj-45	20	3	can	can	AUX
emaj-45	20	4	be	be	AUX
emaj-45	20	5	costly	costly	ADJ
emaj-45	20	6	for	for	ADP
emaj-45	20	7	firms	firm	NOUN
emaj-45	20	8	,	,	PUNCT
emaj-45	20	9	as	as	SCONJ
emaj-45	20	10	customers	customer	NOUN
emaj-45	20	11	often	often	ADV
emaj-45	20	12	to	to	PART
emaj-45	20	13	switch	switch	VERB
emaj-45	20	14	to	to	ADP
emaj-45	20	15	other	other	ADJ
emaj-45	20	16	service	service	NOUN
emaj-45	20	17	providers	provider	NOUN
emaj-45	20	18	after	after	ADP
emaj-45	20	19	such	such	ADJ
emaj-45	20	20	dissatisfactory	dissatisfactory	ADJ
emaj-45	20	21	experiences	experience	NOUN
emaj-45	20	22	[	[	X
emaj-45	20	23	6	6	NUM
emaj-45	20	24	]	]	PUNCT
emaj-45	20	25	.	.	PUNCT
emaj-45	21	1	though	though	SCONJ
emaj-45	21	2	it	it	PRON
emaj-45	21	3	is	be	AUX
emaj-45	21	4	unlikely	unlikely	ADJ
emaj-45	21	5	that	that	SCONJ
emaj-45	21	6	service	service	NOUN
emaj-45	21	7	firms	firm	NOUN
emaj-45	21	8	can	can	AUX
emaj-45	21	9	eliminate	eliminate	VERB
emaj-45	21	10	all	all	DET
emaj-45	21	11	service	service	NOUN
emaj-45	21	12	failures	failure	NOUN
emaj-45	21	13	,	,	PUNCT
emaj-45	21	14	they	they	PRON
emaj-45	21	15	can	can	AUX
emaj-45	21	16	learn	learn	VERB
emaj-45	21	17	to	to	PART
emaj-45	21	18	effectively	effectively	ADV
emaj-45	21	19	respond	respond	VERB
emaj-45	21	20	to	to	ADP
emaj-45	21	21	failures	failure	NOUN
emaj-45	21	22	once	once	SCONJ
emaj-45	21	23	they	they	PRON
emaj-45	21	24	do	do	AUX
emaj-45	21	25	occur	occur	VERB
emaj-45	21	26	.	.	PUNCT
emaj-45	22	1	this	this	DET
emaj-45	22	2	response	response	NOUN
emaj-45	22	3	is	be	AUX
emaj-45	22	4	often	often	ADV
emaj-45	22	5	referred	refer	VERB
emaj-45	22	6	to	to	ADP
emaj-45	22	7	as	as	ADP
emaj-45	22	8	service	service	NOUN
emaj-45	22	9	recovery	recovery	NOUN
emaj-45	22	10	and	and	CCONJ
emaj-45	22	11	is	be	AUX
emaj-45	22	12	defined	define	VERB
emaj-45	22	13	as	as	ADP
emaj-45	22	14	the	the	DET
emaj-45	22	15	process	process	NOUN
emaj-45	22	16	by	by	ADP
emaj-45	22	17	which	which	PRON
emaj-45	22	18	a	a	DET
emaj-45	22	19	firm	firm	ADJ
emaj-45	22	20	attempts	attempt	VERB
emaj-45	22	21	to	to	PART
emaj-45	22	22	rectify	rectify	VERB
emaj-45	22	23	a	a	DET
emaj-45	22	24	service	service	NOUN
emaj-45	22	25	delivery	delivery	NOUN
emaj-45	22	26	failure	failure	NOUN
emaj-45	22	27	[	[	X
emaj-45	22	28	7	7	NUM
emaj-45	22	29	]	]	PUNCT
emaj-45	22	30	.	.	PUNCT
emaj-45	23	1	a	a	DET
emaj-45	23	2	good	good	ADJ
emaj-45	23	3	service	service	NOUN
emaj-45	23	4	recovery	recovery	NOUN
emaj-45	23	5	strategy	strategy	NOUN
emaj-45	23	6	has	have	VERB
emaj-45	23	7	several	several	ADJ
emaj-45	23	8	positive	positive	ADJ
emaj-45	23	9	impacts	impact	NOUN
emaj-45	23	10	.	.	PUNCT
emaj-45	24	1	studies	study	NOUN
emaj-45	24	2	have	have	AUX
emaj-45	24	3	demonstrated	demonstrate	VERB
emaj-45	24	4	strong	strong	ADJ
emaj-45	24	5	links	link	NOUN
emaj-45	24	6	between	between	ADP
emaj-45	24	7	effective	effective	ADJ
emaj-45	24	8	service	service	NOUN
emaj-45	24	9	recoveries	recovery	NOUN
emaj-45	24	10	and	and	CCONJ
emaj-45	24	11	customer	customer	NOUN
emaj-45	24	12	satisfaction	satisfaction	NOUN
emaj-45	24	13	,	,	PUNCT
emaj-45	24	14	customer	customer	NOUN
emaj-45	24	15	loyalty	loyalty	NOUN
emaj-45	24	16	,	,	PUNCT
emaj-45	24	17	repurchase	repurchase	VERB
emaj-45	24	18	intentions	intention	NOUN
emaj-45	24	19	,	,	PUNCT
emaj-45	24	20	and	and	CCONJ
emaj-45	24	21	long	long	ADJ
emaj-45	24	22	-	-	PUNCT
emaj-45	24	23	term	term	NOUN
emaj-45	24	24	relationships	relationship	NOUN
emaj-45	24	25	[	[	X
emaj-45	24	26	2	2	NUM
emaj-45	24	27	,	,	PUNCT
emaj-45	24	28	6	6	NUM
emaj-45	24	29	,	,	PUNCT
emaj-45	24	30	8	8	NUM
emaj-45	24	31	]	]	PUNCT
emaj-45	24	32	.	.	PUNCT
emaj-45	25	1	however	however	ADV
emaj-45	25	2	,	,	PUNCT
emaj-45	25	3	developing	develop	VERB
emaj-45	25	4	a	a	DET
emaj-45	25	5	successful	successful	ADJ
emaj-45	25	6	service	service	NOUN
emaj-45	25	7	recovery	recovery	NOUN
emaj-45	25	8	is	be	AUX
emaj-45	25	9	the	the	DET
emaj-45	25	10	most	most	ADV
emaj-45	25	11	difficult	difficult	ADJ
emaj-45	25	12	task	task	NOUN
emaj-45	25	13	for	for	ADP
emaj-45	25	14	service	service	NOUN
emaj-45	25	15	organizations	organization	NOUN
emaj-45	25	16	,	,	PUNCT
emaj-45	25	17	especially	especially	ADV
emaj-45	25	18	when	when	SCONJ
emaj-45	25	19	it	it	PRON
emaj-45	25	20	comes	come	VERB
emaj-45	25	21	to	to	ADP
emaj-45	25	22	the	the	DET
emaj-45	25	23	banking	banking	NOUN
emaj-45	25	24	industry	industry	NOUN
emaj-45	25	25	.	.	PUNCT
emaj-45	26	1	data	datum	NOUN
emaj-45	26	2	from	from	ADP
emaj-45	26	3	technical	technical	ADJ
emaj-45	26	4	assistant	assistant	NOUN
emaj-45	26	5	research	research	NOUN
emaj-45	26	6	programs	program	NOUN
emaj-45	26	7	revealed	reveal	VERB
emaj-45	26	8	that	that	SCONJ
emaj-45	26	9	63	63	NUM
emaj-45	26	10	percent	percent	NOUN
emaj-45	26	11	of	of	ADP
emaj-45	26	12	customers	customer	NOUN
emaj-45	26	13	who	who	PRON
emaj-45	26	14	complained	complain	VERB
emaj-45	26	15	were	be	AUX
emaj-45	26	16	dissatisfied	dissatisfied	ADJ
emaj-45	26	17	with	with	ADP
emaj-45	26	18	the	the	DET
emaj-45	26	19	banks	bank	NOUN
emaj-45	26	20	recovery	recovery	NOUN
emaj-45	26	21	efforts	effort	NOUN
emaj-45	26	22	[	[	X
emaj-45	26	23	9	9	NUM
emaj-45	26	24	]	]	PUNCT
emaj-45	26	25	.	.	PUNCT
emaj-45	27	1	similarly	similarly	ADV
emaj-45	27	2	,	,	PUNCT
emaj-45	27	3	[	[	X
emaj-45	27	4	10	10	NUM
emaj-45	27	5	]	]	PUNCT
emaj-45	27	6	discovered	discover	VERB
emaj-45	27	7	that	that	SCONJ
emaj-45	27	8	61	61	NUM
emaj-45	27	9	percent	percent	NOUN
emaj-45	27	10	of	of	ADP
emaj-45	27	11	customers	customer	NOUN
emaj-45	27	12	who	who	PRON
emaj-45	27	13	complained	complain	VERB
emaj-45	27	14	were	be	AUX
emaj-45	27	15	not	not	PART
emaj-45	27	16	pleased	pleased	ADJ
emaj-45	27	17	with	with	ADP
emaj-45	27	18	the	the	DET
emaj-45	27	19	banks	bank	NOUN
emaj-45	27	20	’	’	PART
emaj-45	27	21	recovery	recovery	NOUN
emaj-45	27	22	efforts	effort	NOUN
emaj-45	27	23	because	because	SCONJ
emaj-45	27	24	they	they	PRON
emaj-45	27	25	were	be	AUX
emaj-45	27	26	not	not	PART
emaj-45	27	27	treated	treat	VERB
emaj-45	27	28	fairly	fairly	ADV
emaj-45	27	29	and	and	CCONJ
emaj-45	27	30	the	the	DET
emaj-45	27	31	recovery	recovery	NOUN
emaj-45	27	32	efforts	effort	NOUN
emaj-45	27	33	were	be	AUX
emaj-45	27	34	far	far	ADV
emaj-45	27	35	away	away	ADV
emaj-45	27	36	from	from	ADP
emaj-45	27	37	adequate	adequate	ADJ
emaj-45	27	38	justice	justice	NOUN
emaj-45	27	39	.	.	PUNCT
emaj-45	28	1	the	the	DET
emaj-45	28	2	above	above	ADJ
emaj-45	28	3	arguments	argument	NOUN
emaj-45	28	4	reveal	reveal	VERB
emaj-45	28	5	a	a	DET
emaj-45	28	6	general	general	ADJ
emaj-45	28	7	consensus	consensus	NOUN
emaj-45	28	8	in	in	ADP
emaj-45	28	9	the	the	DET
emaj-45	28	10	literatures	literature	NOUN
emaj-45	28	11	regarding	regard	VERB
emaj-45	28	12	the	the	DET
emaj-45	28	13	inevitability	inevitability	NOUN
emaj-45	28	14	of	of	ADP
emaj-45	28	15	service	service	NOUN
emaj-45	28	16	failures	failure	NOUN
emaj-45	28	17	and	and	CCONJ
emaj-45	28	18	the	the	DET
emaj-45	28	19	difficulty	difficulty	NOUN
emaj-45	28	20	of	of	ADP
emaj-45	28	21	developing	develop	VERB
emaj-45	28	22	successful	successful	ADJ
emaj-45	28	23	justice	justice	NOUN
emaj-45	28	24	oriented	orient	VERB
emaj-45	28	25	recovery	recovery	NOUN
emaj-45	28	26	strategy	strategy	NOUN
emaj-45	28	27	.	.	PUNCT
emaj-45	29	1	the	the	DET
emaj-45	29	2	lack	lack	NOUN
emaj-45	29	3	of	of	ADP
emaj-45	29	4	academic	academic	ADJ
emaj-45	29	5	interest	interest	NOUN
emaj-45	29	6	in	in	ADP
emaj-45	29	7	the	the	DET
emaj-45	29	8	field	field	NOUN
emaj-45	29	9	of	of	ADP
emaj-45	29	10	service	service	NOUN
emaj-45	29	11	recovery	recovery	NOUN
emaj-45	29	12	is	be	AUX
emaj-45	29	13	also	also	ADV
emaj-45	29	14	depicted	depict	VERB
emaj-45	29	15	on	on	ADP
emaj-45	29	16	the	the	DET
emaj-45	29	17	limited	limited	ADJ
emaj-45	29	18	empirical	empirical	ADJ
emaj-45	29	19	studies	study	NOUN
emaj-45	29	20	that	that	PRON
emaj-45	29	21	have	have	AUX
emaj-45	29	22	been	be	AUX
emaj-45	29	23	conducted	conduct	VERB
emaj-45	29	24	over	over	ADP
emaj-45	29	25	the	the	DET
emaj-45	29	26	issue	issue	NOUN
emaj-45	29	27	.	.	PUNCT
emaj-45	30	1	[	[	X
emaj-45	30	2	11	11	NUM
emaj-45	30	3	,	,	PUNCT
emaj-45	30	4	p.	p.	NOUN
emaj-45	30	5	15	15	NUM
emaj-45	30	6	]	]	PUNCT
emaj-45	30	7	confirmed	confirm	VERB
emaj-45	30	8	"	"	PUNCT
emaj-45	30	9	given	give	VERB
emaj-45	30	10	the	the	DET
emaj-45	30	11	acknowledged	acknowledge	VERB
emaj-45	30	12	importance	importance	NOUN
emaj-45	30	13	of	of	ADP
emaj-45	30	14	service	service	NOUN
emaj-45	30	15	recovery	recovery	NOUN
emaj-45	30	16	,	,	PUNCT
emaj-45	30	17	it	it	PRON
emaj-45	30	18	is	be	AUX
emaj-45	30	19	surprising	surprising	ADJ
emaj-45	30	20	that	that	SCONJ
emaj-45	30	21	so	so	ADV
emaj-45	30	22	few	few	ADJ
emaj-45	30	23	large	large	ADJ
emaj-45	30	24	-	-	PUNCT
emaj-45	30	25	scale	scale	NOUN
emaj-45	30	26	field	field	NOUN
emaj-45	30	27	studies	study	NOUN
emaj-45	30	28	have	have	AUX
emaj-45	30	29	focused	focus	VERB
emaj-45	30	30	on	on	ADP
emaj-45	30	31	this	this	DET
emaj-45	30	32	topic	topic	NOUN
emaj-45	30	33	.	.	PUNCT
emaj-45	30	34	"	"	PUNCT
emaj-45	31	1	similarly	similarly	ADV
emaj-45	31	2	,	,	PUNCT
emaj-45	31	3	[	[	X
emaj-45	31	4	12	12	NUM
emaj-45	31	5	,	,	PUNCT
emaj-45	31	6	p.	p.	NOUN
emaj-45	31	7	121	121	NUM
emaj-45	31	8	]	]	PUNCT
emaj-45	31	9	stated	state	VERB
emaj-45	31	10	,	,	PUNCT
emaj-45	31	11	“	"	PUNCT
emaj-45	31	12	…	…	PUNCT
emaj-45	31	13	limited	limited	ADJ
emaj-45	31	14	attention	attention	NOUN
emaj-45	31	15	is	be	AUX
emaj-45	31	16	given	give	VERB
emaj-45	31	17	to	to	ADP
emaj-45	31	18	recovery	recovery	NOUN
emaj-45	31	19	,	,	PUNCT
emaj-45	31	20	little	little	ADJ
emaj-45	31	21	is	be	AUX
emaj-45	31	22	known	know	VERB
emaj-45	31	23	about	about	ADP
emaj-45	31	24	how	how	SCONJ
emaj-45	31	25	customers	customer	NOUN
emaj-45	31	26	evaluates	evaluate	VERB
emaj-45	31	27	recovery	recovery	NOUN
emaj-45	31	28	efforts	effort	NOUN
emaj-45	31	29	,	,	PUNCT
emaj-45	31	30	what	what	PRON
emaj-45	31	31	constitutes	constitute	VERB
emaj-45	31	32	successful	successful	ADJ
emaj-45	31	33	recovery	recovery	NOUN
emaj-45	31	34	and	and	CCONJ
emaj-45	31	35	the	the	DET
emaj-45	31	36	potential	potential	ADJ
emaj-45	31	37	(	(	PUNCT
emaj-45	31	38	and	and	CCONJ
emaj-45	31	39	limit	limit	NOUN
emaj-45	31	40	)	)	PUNCT
emaj-45	31	41	of	of	ADP
emaj-45	31	42	recovery	recovery	NOUN
emaj-45	31	43	to	to	PART
emaj-45	31	44	convert	convert	VERB
emaj-45	31	45	customer	customer	NOUN
emaj-45	31	46	dissatisfaction	dissatisfaction	NOUN
emaj-45	31	47	to	to	ADP
emaj-45	31	48	satisfaction	satisfaction	NOUN
emaj-45	31	49	”	"	PUNCT
emaj-45	31	50	.	.	PUNCT
emaj-45	32	1	furthermore	furthermore	ADV
emaj-45	32	2	,	,	PUNCT
emaj-45	32	3	[	[	X
emaj-45	32	4	13	13	NUM
emaj-45	32	5	]	]	PUNCT
emaj-45	32	6	have	have	AUX
emaj-45	32	7	suggested	suggest	VERB
emaj-45	32	8	few	few	ADJ
emaj-45	32	9	empirical	empirical	ADJ
emaj-45	32	10	studies	study	NOUN
emaj-45	32	11	have	have	AUX
emaj-45	32	12	focused	focus	VERB
emaj-45	32	13	on	on	ADP
emaj-45	32	14	service	service	NOUN
emaj-45	32	15	recovery	recovery	NOUN
emaj-45	32	16	and	and	CCONJ
emaj-45	32	17	customer	customer	NOUN
emaj-45	32	18	loyalty	loyalty	NOUN
emaj-45	32	19	.	.	PUNCT
emaj-45	33	1	bearing	bear	VERB
emaj-45	33	2	this	this	PRON
emaj-45	33	3	in	in	ADP
emaj-45	33	4	mind	mind	NOUN
emaj-45	33	5	,	,	PUNCT
emaj-45	33	6	this	this	DET
emaj-45	33	7	paper	paper	NOUN
emaj-45	33	8	endeavors	endeavor	NOUN
emaj-45	33	9	to	to	PART
emaj-45	33	10	contribute	contribute	VERB
emaj-45	33	11	to	to	ADP
emaj-45	33	12	this	this	DET
emaj-45	33	13	neglected	neglect	VERB
emaj-45	33	14	field	field	NOUN
emaj-45	33	15	by	by	ADP
emaj-45	33	16	investigating	investigate	VERB
emaj-45	33	17	the	the	DET
emaj-45	33	18	effects	effect	NOUN
emaj-45	33	19	of	of	ADP
emaj-45	33	20	justice	justice	NOUN
emaj-45	33	21	oriented	orient	VERB
emaj-45	33	22	recovery	recovery	NOUN
emaj-45	33	23	on	on	ADP
emaj-45	33	24	customer	customer	NOUN
emaj-45	33	25	satisfaction	satisfaction	NOUN
emaj-45	33	26	and	and	CCONJ
emaj-45	33	27	loyalty	loyalty	NOUN
emaj-45	33	28	in	in	ADP
emaj-45	33	29	retail	retail	ADJ
emaj-45	33	30	banks	bank	NOUN
emaj-45	33	31	in	in	ADP
emaj-45	33	32	ethiopia	ethiopia	PROPN
emaj-45	33	33	.	.	PUNCT
emaj-45	34	1	in	in	ADP
emaj-45	34	2	particular	particular	ADJ
emaj-45	34	3	,	,	PUNCT
emaj-45	34	4	how	how	SCONJ
emaj-45	34	5	the	the	DET
emaj-45	34	6	three	three	NUM
emaj-45	34	7	dimensions	dimension	NOUN
emaj-45	34	8	of	of	ADP
emaj-45	34	9	perceived	perceive	VERB
emaj-45	34	10	justice	justice	NOUN
emaj-45	34	11	affects	affect	VERB
emaj-45	34	12	customers	customer	NOUN
emaj-45	34	13	’	'	PUNCT
emaj-45	34	14	recovery	recovery	NOUN
emaj-45	34	15	satisfaction	satisfaction	NOUN
emaj-45	34	16	and	and	CCONJ
emaj-45	34	17	how	how	SCONJ
emaj-45	34	18	recovery	recovery	NOUN
emaj-45	34	19	satisfaction	satisfaction	NOUN
emaj-45	34	20	in	in	ADP
emaj-45	34	21	turn	turn	NOUN
emaj-45	34	22	affects	affect	VERB
emaj-45	34	23	customer	customer	NOUN
emaj-45	34	24	loyalty	loyalty	NOUN
emaj-45	34	25	will	will	AUX
emaj-45	34	26	be	be	AUX
emaj-45	34	27	examined	examine	VERB
emaj-45	34	28	.	.	PUNCT
emaj-45	35	1	based	base	VERB
emaj-45	35	2	on	on	ADP
emaj-45	35	3	the	the	DET
emaj-45	35	4	above	above	ADJ
emaj-45	35	5	argument	argument	NOUN
emaj-45	35	6	the	the	DET
emaj-45	35	7	objectives	objective	NOUN
emaj-45	35	8	of	of	ADP
emaj-45	35	9	this	this	DET
emaj-45	35	10	research	research	NOUN
emaj-45	35	11	are	be	AUX
emaj-45	35	12	the	the	DET
emaj-45	35	13	following	following	NOUN
emaj-45	35	14	;	;	PUNCT
emaj-45	35	15			VERB
emaj-45	35	16	to	to	PART
emaj-45	35	17	examine	examine	VERB
emaj-45	35	18	how	how	SCONJ
emaj-45	35	19	justice	justice	NOUN
emaj-45	35	20	oriented	orient	VERB
emaj-45	35	21	recovery	recovery	NOUN
emaj-45	35	22	efforts	effort	NOUN
emaj-45	35	23	affect	affect	VERB
emaj-45	35	24	customer	customer	NOUN
emaj-45	35	25	satisfaction	satisfaction	NOUN
emaj-45	35	26	in	in	ADP
emaj-45	35	27	retail	retail	ADJ
emaj-45	35	28	banks	bank	NOUN
emaj-45	35	29	in	in	ADP
emaj-45	35	30	ethiopia	ethiopia	PROPN
emaj-45	35	31	,	,	PUNCT
emaj-45	35	32			VERB
emaj-45	35	33	to	to	PART
emaj-45	35	34	examine	examine	VERB
emaj-45	35	35	how	how	SCONJ
emaj-45	35	36	recovery	recovery	NOUN
emaj-45	35	37	satisfaction	satisfaction	NOUN
emaj-45	35	38	in	in	ADP
emaj-45	35	39	turn	turn	NOUN
emaj-45	35	40	affects	affect	VERB
emaj-45	35	41	customers	customer	NOUN
emaj-45	35	42	’	'	PUNCT
emaj-45	35	43	loyalty	loyalty	NOUN
emaj-45	35	44	in	in	ADP
emaj-45	35	45	retail	retail	ADJ
emaj-45	35	46	banks	bank	NOUN
emaj-45	35	47	in	in	ADP
emaj-45	35	48	ethiopia	ethiopia	PROPN
emaj-45	35	49	..	..	PUNCT
emaj-45	36	1	this	this	DET
emaj-45	36	2	paper	paper	NOUN
emaj-45	36	3	is	be	AUX
emaj-45	36	4	organized	organize	VERB
emaj-45	36	5	as	as	SCONJ
emaj-45	36	6	follows	follow	VERB
emaj-45	36	7	;	;	PUNCT
emaj-45	36	8	first	first	ADV
emaj-45	36	9	,	,	PUNCT
emaj-45	36	10	a	a	DET
emaj-45	36	11	comprehensive	comprehensive	ADJ
emaj-45	36	12	review	review	NOUN
emaj-45	36	13	of	of	ADP
emaj-45	36	14	the	the	DET
emaj-45	36	15	existing	exist	VERB
emaj-45	36	16	literature	literature	NOUN
emaj-45	36	17	on	on	ADP
emaj-45	36	18	service	service	NOUN
emaj-45	36	19	recovery	recovery	NOUN
emaj-45	36	20	,	,	PUNCT
emaj-45	36	21	justice	justice	NOUN
emaj-45	36	22	theory	theory	NOUN
emaj-45	36	23	,	,	PUNCT
emaj-45	36	24	recovery	recovery	NOUN
emaj-45	36	25	satisfaction	satisfaction	NOUN
emaj-45	36	26	and	and	CCONJ
emaj-45	36	27	customer	customer	NOUN
emaj-45	36	28	volume	volume	NOUN
emaj-45	36	29	4	4	NUM
emaj-45	36	30	no	no	DET
emaj-45	36	31	1	1	NUM
emaj-45	36	32	(	(	PUNCT
emaj-45	36	33	2014	2014	NUM
emaj-45	36	34	)	)	PUNCT
emaj-45	36	35	|	|	ADV
emaj-45	36	36	issn	issn	VERB
emaj-45	36	37	2158	2158	NUM
emaj-45	36	38	-	-	SYM
emaj-45	36	39	8708	8708	NUM
emaj-45	36	40	(	(	PUNCT
emaj-45	36	41	online	online	NOUN
emaj-45	36	42	)	)	PUNCT
emaj-45	36	43	|	|	ADV
emaj-45	36	44	doi	doi	X
emaj-45	36	45	10.5195	10.5195	NUM
emaj-45	36	46	/	/	SYM
emaj-45	36	47	emaj.2014.45	emaj.2014.45	NOUN
emaj-45	36	48	|	|	ADV
emaj-45	36	49	http://emaj.pitt.edu	http://emaj.pitt.edu	VERB
emaj-45	36	50	the	the	DET
emaj-45	36	51	effects	effect	NOUN
emaj-45	36	52	of	of	ADP
emaj-45	36	53	justice	justice	NOUN
emaj-45	36	54	oriented	orient	VERB
emaj-45	36	55	service	service	NOUN
emaj-45	36	56	recovery	recovery	NOUN
emaj-45	36	57	on	on	ADP
emaj-45	36	58	customer	customer	NOUN
emaj-45	36	59	satisfaction	satisfaction	NOUN
emaj-45	36	60	and	and	CCONJ
emaj-45	36	61	loyalty	loyalty	NOUN
emaj-45	36	62	in	in	ADP
emaj-45	36	63	retail	retail	ADJ
emaj-45	36	64	banks	bank	NOUN
emaj-45	36	65	in	in	ADP
emaj-45	36	66	ethiopia	ethiopia	PROPN
emaj-45	36	67	page	page	NOUN
emaj-45	36	68	|50|	|50|	NOUN
emaj-45	36	69	emerging	emerge	VERB
emaj-45	36	70	markets	market	NOUN
emaj-45	36	71	journal	journal	NOUN
emaj-45	36	72	loyalty	loyalty	NOUN
emaj-45	36	73	.	.	PUNCT
emaj-45	37	1	second	second	ADJ
emaj-45	37	2	,	,	PUNCT
emaj-45	37	3	the	the	DET
emaj-45	37	4	research	research	NOUN
emaj-45	37	5	methodology	methodology	NOUN
emaj-45	37	6	used	use	VERB
emaj-45	37	7	is	be	AUX
emaj-45	37	8	provided	provide	VERB
emaj-45	37	9	.	.	PUNCT
emaj-45	38	1	third	third	ADJ
emaj-45	38	2	,	,	PUNCT
emaj-45	38	3	the	the	DET
emaj-45	38	4	data	datum	NOUN
emaj-45	38	5	analysis	analysis	NOUN
emaj-45	38	6	,	,	PUNCT
emaj-45	38	7	hypotheses	hypothesis	NOUN
emaj-45	38	8	testing	testing	NOUN
emaj-45	38	9	and	and	CCONJ
emaj-45	38	10	the	the	DET
emaj-45	38	11	discussion	discussion	NOUN
emaj-45	38	12	of	of	ADP
emaj-45	38	13	results	result	NOUN
emaj-45	38	14	are	be	AUX
emaj-45	38	15	presented	present	VERB
emaj-45	38	16	,	,	PUNCT
emaj-45	38	17	while	while	SCONJ
emaj-45	38	18	,	,	PUNCT
emaj-45	38	19	finally	finally	ADV
emaj-45	38	20	,	,	PUNCT
emaj-45	38	21	the	the	DET
emaj-45	38	22	conclusions	conclusion	NOUN
emaj-45	38	23	along	along	ADP
emaj-45	38	24	with	with	ADP
emaj-45	38	25	the	the	DET
emaj-45	38	26	basic	basic	ADJ
emaj-45	38	27	implications	implication	NOUN
emaj-45	38	28	of	of	ADP
emaj-45	38	29	the	the	DET
emaj-45	38	30	main	main	ADJ
emaj-45	38	31	findings	finding	NOUN
emaj-45	38	32	of	of	ADP
emaj-45	38	33	the	the	DET
emaj-45	38	34	study	study	NOUN
emaj-45	38	35	,	,	PUNCT
emaj-45	38	36	its	its	PRON
emaj-45	38	37	limitations	limitation	NOUN
emaj-45	38	38	and	and	CCONJ
emaj-45	38	39	the	the	DET
emaj-45	38	40	directions	direction	NOUN
emaj-45	38	41	of	of	ADP
emaj-45	38	42	future	future	ADJ
emaj-45	38	43	research	research	NOUN
emaj-45	38	44	are	be	AUX
emaj-45	38	45	offered	offer	VERB
emaj-45	38	46	.	.	PUNCT
emaj-45	39	1	2	2	X
emaj-45	39	2	.	.	X
emaj-45	39	3	literature	literature	NOUN
emaj-45	39	4	review	review	VERB
emaj-45	39	5	2.1	2.1	NUM
emaj-45	39	6	.	.	PUNCT
emaj-45	40	1	service	service	NOUN
emaj-45	40	2	recovery	recovery	NOUN
emaj-45	40	3	the	the	DET
emaj-45	40	4	necessity	necessity	NOUN
emaj-45	40	5	of	of	ADP
emaj-45	40	6	service	service	NOUN
emaj-45	40	7	recovery	recovery	NOUN
emaj-45	40	8	is	be	AUX
emaj-45	40	9	brought	bring	VERB
emaj-45	40	10	about	about	ADP
emaj-45	40	11	by	by	ADP
emaj-45	40	12	the	the	DET
emaj-45	40	13	inevitability	inevitability	NOUN
emaj-45	40	14	of	of	ADP
emaj-45	40	15	service	service	NOUN
emaj-45	40	16	failure	failure	NOUN
emaj-45	40	17	.	.	PUNCT
emaj-45	41	1	service	service	NOUN
emaj-45	41	2	failure	failure	NOUN
emaj-45	41	3	is	be	AUX
emaj-45	41	4	inevitable	inevitable	ADJ
emaj-45	41	5	due	due	ADP
emaj-45	41	6	to	to	ADP
emaj-45	41	7	the	the	DET
emaj-45	41	8	unique	unique	ADJ
emaj-45	41	9	features	feature	NOUN
emaj-45	41	10	of	of	ADP
emaj-45	41	11	the	the	DET
emaj-45	41	12	service	service	NOUN
emaj-45	41	13	itself	itself	PRON
emaj-45	41	14	[	[	X
emaj-45	41	15	3	3	NUM
emaj-45	41	16	]	]	PUNCT
emaj-45	41	17	.	.	PUNCT
emaj-45	42	1	to	to	PART
emaj-45	42	2	effectively	effectively	ADV
emaj-45	42	3	handle	handle	VERB
emaj-45	42	4	failures	failure	NOUN
emaj-45	42	5	,	,	PUNCT
emaj-45	42	6	organizations	organization	NOUN
emaj-45	42	7	should	should	AUX
emaj-45	42	8	develop	develop	VERB
emaj-45	42	9	effective	effective	ADJ
emaj-45	42	10	service	service	NOUN
emaj-45	42	11	recovery	recovery	NOUN
emaj-45	42	12	programs	program	NOUN
emaj-45	42	13	.	.	PUNCT
emaj-45	43	1	service	service	NOUN
emaj-45	43	2	recovery	recovery	NOUN
emaj-45	43	3	is	be	AUX
emaj-45	43	4	defined	define	VERB
emaj-45	43	5	as	as	ADP
emaj-45	43	6	the	the	DET
emaj-45	43	7	action	action	NOUN
emaj-45	43	8	taken	take	VERB
emaj-45	43	9	by	by	ADP
emaj-45	43	10	the	the	DET
emaj-45	43	11	service	service	NOUN
emaj-45	43	12	provider	provider	NOUN
emaj-45	43	13	to	to	PART
emaj-45	43	14	address	address	VERB
emaj-45	43	15	a	a	DET
emaj-45	43	16	customer	customer	NOUN
emaj-45	43	17	compliant	compliant	NOUN
emaj-45	43	18	regarding	regard	VERB
emaj-45	43	19	a	a	DET
emaj-45	43	20	perceived	perceive	VERB
emaj-45	43	21	service	service	NOUN
emaj-45	43	22	failure	failure	NOUN
emaj-45	43	23	[	[	X
emaj-45	43	24	14	14	NUM
emaj-45	43	25	]	]	PUNCT
emaj-45	43	26	,	,	PUNCT
emaj-45	43	27	and	and	CCONJ
emaj-45	43	28	to	to	PART
emaj-45	43	29	pacify	pacify	VERB
emaj-45	43	30	dissatisfied	dissatisfied	ADJ
emaj-45	43	31	customers	customer	NOUN
emaj-45	43	32	through	through	ADP
emaj-45	43	33	appropriate	appropriate	ADJ
emaj-45	43	34	actions	action	NOUN
emaj-45	43	35	in	in	ADP
emaj-45	43	36	order	order	NOUN
emaj-45	43	37	to	to	PART
emaj-45	43	38	reduce	reduce	VERB
emaj-45	43	39	potential	potential	ADJ
emaj-45	43	40	damage	damage	NOUN
emaj-45	43	41	to	to	ADP
emaj-45	43	42	customer	customer	NOUN
emaj-45	43	43	relationship	relationship	NOUN
emaj-45	43	44	caused	cause	VERB
emaj-45	43	45	by	by	ADP
emaj-45	43	46	service	service	NOUN
emaj-45	43	47	failures	failure	NOUN
emaj-45	43	48	[	[	X
emaj-45	43	49	15	15	NUM
emaj-45	43	50	]	]	PUNCT
emaj-45	43	51	.	.	PUNCT
emaj-45	44	1	2.2	2.2	NUM
emaj-45	44	2	.	.	PUNCT
emaj-45	45	1	justice	justice	NOUN
emaj-45	45	2	theory	theory	PROPN
emaj-45	45	3	service	service	NOUN
emaj-45	45	4	recovery	recovery	NOUN
emaj-45	45	5	related	relate	VERB
emaj-45	45	6	literature	literature	NOUN
emaj-45	45	7	attributes	attribute	VERB
emaj-45	45	8	the	the	DET
emaj-45	45	9	social	social	ADJ
emaj-45	45	10	exchange	exchange	NOUN
emaj-45	45	11	and	and	CCONJ
emaj-45	45	12	equity	equity	NOUN
emaj-45	45	13	theory	theory	NOUN
emaj-45	45	14	for	for	ADP
emaj-45	45	15	providing	provide	VERB
emaj-45	45	16	the	the	DET
emaj-45	45	17	theoretical	theoretical	ADJ
emaj-45	45	18	frame	frame	NOUN
emaj-45	45	19	work	work	NOUN
emaj-45	45	20	for	for	ADP
emaj-45	45	21	studies	study	NOUN
emaj-45	45	22	exploring	explore	VERB
emaj-45	45	23	customers	customer	NOUN
emaj-45	45	24	’	'	PUNCT
emaj-45	45	25	evaluation	evaluation	NOUN
emaj-45	45	26	of	of	ADP
emaj-45	45	27	service	service	NOUN
emaj-45	45	28	recovery	recovery	NOUN
emaj-45	45	29	efforts	effort	NOUN
emaj-45	45	30	[	[	X
emaj-45	45	31	16	16	NUM
emaj-45	45	32	]	]	PUNCT
emaj-45	45	33	.	.	PUNCT
emaj-45	46	1	[	[	X
emaj-45	46	2	16	16	NUM
emaj-45	46	3	]	]	PUNCT
emaj-45	46	4	proposed	propose	VERB
emaj-45	46	5	that	that	SCONJ
emaj-45	46	6	in	in	ADP
emaj-45	46	7	every	every	DET
emaj-45	46	8	exchange	exchange	NOUN
emaj-45	46	9	that	that	PRON
emaj-45	46	10	takes	take	VERB
emaj-45	46	11	place	place	NOUN
emaj-45	46	12	,	,	PUNCT
emaj-45	46	13	people	people	NOUN
emaj-45	46	14	weigh	weigh	VERB
emaj-45	46	15	the	the	DET
emaj-45	46	16	inputs	input	NOUN
emaj-45	46	17	(	(	PUNCT
emaj-45	46	18	the	the	DET
emaj-45	46	19	perceived	perceive	VERB
emaj-45	46	20	contributions	contribution	NOUN
emaj-45	46	21	)	)	PUNCT
emaj-45	46	22	against	against	ADP
emaj-45	46	23	the	the	DET
emaj-45	46	24	outcomes	outcome	NOUN
emaj-45	46	25	(	(	PUNCT
emaj-45	46	26	the	the	DET
emaj-45	46	27	perceived	perceive	VERB
emaj-45	46	28	rewards	reward	NOUN
emaj-45	46	29	received	receive	VERB
emaj-45	46	30	)	)	PUNCT
emaj-45	46	31	and	and	CCONJ
emaj-45	46	32	compare	compare	VERB
emaj-45	46	33	them	they	PRON
emaj-45	46	34	with	with	ADP
emaj-45	46	35	others	other	NOUN
emaj-45	46	36	in	in	ADP
emaj-45	46	37	similar	similar	ADJ
emaj-45	46	38	situations	situation	NOUN
emaj-45	46	39	.	.	PUNCT
emaj-45	47	1	in	in	ADP
emaj-45	47	2	the	the	DET
emaj-45	47	3	case	case	NOUN
emaj-45	47	4	of	of	ADP
emaj-45	47	5	service	service	NOUN
emaj-45	47	6	recovery	recovery	NOUN
emaj-45	47	7	,	,	PUNCT
emaj-45	47	8	customers	customer	NOUN
emaj-45	47	9	input	input	NOUN
emaj-45	47	10	could	could	AUX
emaj-45	47	11	be	be	AUX
emaj-45	47	12	the	the	DET
emaj-45	47	13	costs	cost	NOUN
emaj-45	47	14	associated	associate	VERB
emaj-45	47	15	with	with	ADP
emaj-45	47	16	a	a	DET
emaj-45	47	17	service	service	NOUN
emaj-45	47	18	failure	failure	NOUN
emaj-45	47	19	such	such	ADJ
emaj-45	47	20	as	as	ADP
emaj-45	47	21	economy	economy	NOUN
emaj-45	47	22	,	,	PUNCT
emaj-45	47	23	time	time	NOUN
emaj-45	47	24	,	,	PUNCT
emaj-45	47	25	energy	energy	NOUN
emaj-45	47	26	,	,	PUNCT
emaj-45	47	27	physiological	physiological	ADJ
emaj-45	47	28	costs	cost	NOUN
emaj-45	47	29	and	and	CCONJ
emaj-45	47	30	physical	physical	ADJ
emaj-45	47	31	costs	cost	NOUN
emaj-45	47	32	[	[	X
emaj-45	47	33	17	17	NUM
emaj-45	47	34	]	]	PUNCT
emaj-45	47	35	.	.	PUNCT
emaj-45	48	1	the	the	DET
emaj-45	48	2	outcomes	outcome	NOUN
emaj-45	48	3	could	could	AUX
emaj-45	48	4	include	include	VERB
emaj-45	48	5	specific	specific	ADJ
emaj-45	48	6	recovery	recovery	NOUN
emaj-45	48	7	tactics	tactic	NOUN
emaj-45	48	8	used	use	VERB
emaj-45	48	9	such	such	ADJ
emaj-45	48	10	as	as	ADP
emaj-45	48	11	cash	cash	NOUN
emaj-45	48	12	refund	refund	NOUN
emaj-45	48	13	,	,	PUNCT
emaj-45	48	14	apology	apology	NOUN
emaj-45	48	15	,	,	PUNCT
emaj-45	48	16	and	and	CCONJ
emaj-45	48	17	replacement	replacement	NOUN
emaj-45	48	18	and	and	CCONJ
emaj-45	48	19	so	so	ADV
emaj-45	48	20	on	on	ADV
emaj-45	48	21	.	.	PUNCT
emaj-45	49	1	the	the	DET
emaj-45	49	2	outcomes	outcome	NOUN
emaj-45	49	3	must	must	AUX
emaj-45	49	4	be	be	AUX
emaj-45	49	5	perceived	perceive	VERB
emaj-45	49	6	to	to	PART
emaj-45	49	7	be	be	AUX
emaj-45	49	8	fair	fair	ADJ
emaj-45	49	9	or	or	CCONJ
emaj-45	49	10	just	just	ADV
emaj-45	49	11	by	by	ADP
emaj-45	49	12	the	the	DET
emaj-45	49	13	customers	customer	NOUN
emaj-45	49	14	in	in	ADP
emaj-45	49	15	order	order	NOUN
emaj-45	49	16	for	for	SCONJ
emaj-45	49	17	them	they	PRON
emaj-45	49	18	to	to	PART
emaj-45	49	19	be	be	AUX
emaj-45	49	20	satisfied	satisfied	ADJ
emaj-45	49	21	with	with	ADP
emaj-45	49	22	the	the	DET
emaj-45	49	23	service	service	NOUN
emaj-45	49	24	recovery	recovery	NOUN
emaj-45	49	25	.	.	PUNCT
emaj-45	50	1	in	in	ADP
emaj-45	50	2	the	the	DET
emaj-45	50	3	event	event	NOUN
emaj-45	50	4	that	that	SCONJ
emaj-45	50	5	there	there	PRON
emaj-45	50	6	is	be	VERB
emaj-45	50	7	an	an	DET
emaj-45	50	8	equal	equal	ADJ
emaj-45	50	9	balance	balance	NOUN
emaj-45	50	10	between	between	ADP
emaj-45	50	11	the	the	DET
emaj-45	50	12	inputs	input	NOUN
emaj-45	50	13	and	and	CCONJ
emaj-45	50	14	the	the	DET
emaj-45	50	15	outputs	output	NOUN
emaj-45	50	16	,	,	PUNCT
emaj-45	50	17	the	the	DET
emaj-45	50	18	exchange	exchange	NOUN
emaj-45	50	19	is	be	AUX
emaj-45	50	20	considered	consider	VERB
emaj-45	50	21	as	as	ADP
emaj-45	50	22	‘	'	PUNCT
emaj-45	50	23	fair	fair	ADJ
emaj-45	50	24	’	'	PUNCT
emaj-45	50	25	,	,	PUNCT
emaj-45	50	26	but	but	CCONJ
emaj-45	50	27	if	if	SCONJ
emaj-45	50	28	the	the	DET
emaj-45	50	29	outcomes	outcome	NOUN
emaj-45	50	30	do	do	AUX
emaj-45	50	31	not	not	PART
emaj-45	50	32	meet	meet	VERB
emaj-45	50	33	with	with	ADP
emaj-45	50	34	the	the	DET
emaj-45	50	35	person	person	NOUN
emaj-45	50	36	’s	’s	PART
emaj-45	50	37	expectations	expectation	NOUN
emaj-45	50	38	,	,	PUNCT
emaj-45	50	39	then	then	ADV
emaj-45	50	40	the	the	DET
emaj-45	50	41	result	result	NOUN
emaj-45	50	42	is	be	AUX
emaj-45	50	43	inequity	inequity	NOUN
emaj-45	50	44	.	.	PUNCT
emaj-45	51	1	consequentially	consequentially	ADV
emaj-45	51	2	,	,	PUNCT
emaj-45	51	3	inequity	inequity	NOUN
emaj-45	51	4	is	be	AUX
emaj-45	51	5	expected	expect	VERB
emaj-45	51	6	to	to	PART
emaj-45	51	7	result	result	VERB
emaj-45	51	8	in	in	ADP
emaj-45	51	9	both	both	CCONJ
emaj-45	51	10	dissatisfaction	dissatisfaction	NOUN
emaj-45	51	11	and	and	CCONJ
emaj-45	51	12	disloyalty	disloyalty	NOUN
emaj-45	51	13	.	.	PUNCT
emaj-45	52	1	thus	thus	ADV
emaj-45	52	2	,	,	PUNCT
emaj-45	52	3	customers	customer	NOUN
emaj-45	52	4	often	often	ADV
emaj-45	52	5	use	use	VERB
emaj-45	52	6	the	the	DET
emaj-45	52	7	perceived	perceive	VERB
emaj-45	52	8	justice	justice	NOUN
emaj-45	52	9	component	component	NOUN
emaj-45	52	10	of	of	ADP
emaj-45	52	11	equity	equity	NOUN
emaj-45	52	12	theory	theory	NOUN
emaj-45	52	13	to	to	PART
emaj-45	52	14	evaluate	evaluate	VERB
emaj-45	52	15	the	the	DET
emaj-45	52	16	service	service	NOUN
emaj-45	52	17	recovery	recovery	NOUN
emaj-45	52	18	effort	effort	NOUN
emaj-45	52	19	.	.	PUNCT
emaj-45	53	1	it	it	PRON
emaj-45	53	2	will	will	AUX
emaj-45	53	3	let	let	VERB
emaj-45	53	4	customers	customer	NOUN
emaj-45	53	5	determine	determine	VERB
emaj-45	53	6	whether	whether	SCONJ
emaj-45	53	7	a	a	DET
emaj-45	53	8	recovery	recovery	NOUN
emaj-45	53	9	attempt	attempt	NOUN
emaj-45	53	10	was	be	AUX
emaj-45	53	11	fair	fair	ADJ
emaj-45	53	12	or	or	CCONJ
emaj-45	53	13	not	not	PART
emaj-45	53	14	.	.	PUNCT
emaj-45	54	1	the	the	DET
emaj-45	54	2	perceived	perceive	VERB
emaj-45	54	3	justice	justice	NOUN
emaj-45	54	4	has	have	VERB
emaj-45	54	5	three	three	NUM
emaj-45	54	6	dimensions	dimension	NOUN
emaj-45	54	7	which	which	PRON
emaj-45	54	8	are	be	AUX
emaj-45	54	9	proposed	propose	VERB
emaj-45	54	10	by	by	ADP
emaj-45	54	11	[	[	X
emaj-45	54	12	18	18	NUM
emaj-45	54	13	]	]	PUNCT
emaj-45	54	14	.	.	PUNCT
emaj-45	55	1	its	its	PRON
emaj-45	55	2	dimensions	dimension	NOUN
emaj-45	55	3	are	be	AUX
emaj-45	55	4	:	:	PUNCT
emaj-45	55	5			PROPN
emaj-45	55	6	procedural	procedural	ADJ
emaj-45	55	7	justice	justice	NOUN
emaj-45	55	8	(	(	PUNCT
emaj-45	55	9	extent	extent	NOUN
emaj-45	55	10	to	to	PART
emaj-45	55	11	which	which	PRON
emaj-45	55	12	the	the	DET
emaj-45	55	13	policies	policy	NOUN
emaj-45	55	14	and	and	CCONJ
emaj-45	55	15	procedures	procedure	NOUN
emaj-45	55	16	used	use	VERB
emaj-45	55	17	to	to	PART
emaj-45	55	18	achieve	achieve	VERB
emaj-45	55	19	the	the	DET
emaj-45	55	20	final	final	ADJ
emaj-45	55	21	outcome	outcome	NOUN
emaj-45	55	22	are	be	AUX
emaj-45	55	23	perceived	perceive	VERB
emaj-45	55	24	as	as	ADP
emaj-45	55	25	fair	fair	ADJ
emaj-45	55	26	)	)	PUNCT
emaj-45	55	27	,	,	PUNCT
emaj-45	55	28			PROPN
emaj-45	55	29	interactional	interactional	ADJ
emaj-45	55	30	justice	justice	NOUN
emaj-45	55	31	(	(	PUNCT
emaj-45	55	32	extent	extent	NOUN
emaj-45	55	33	to	to	PART
emaj-45	55	34	which	which	PRON
emaj-45	55	35	one	one	NUM
emaj-45	55	36	’s	’s	PART
emaj-45	55	37	personal	personal	ADJ
emaj-45	55	38	interactions	interaction	NOUN
emaj-45	55	39	with	with	ADP
emaj-45	55	40	a	a	DET
emaj-45	55	41	firm	firm	NOUN
emaj-45	55	42	’s	’s	PART
emaj-45	55	43	employees	employee	NOUN
emaj-45	55	44	are	be	AUX
emaj-45	55	45	perceived	perceive	VERB
emaj-45	55	46	as	as	ADP
emaj-45	55	47	fair	fair	ADJ
emaj-45	55	48	)	)	PUNCT
emaj-45	55	49	and	and	CCONJ
emaj-45	55	50			PROPN
emaj-45	55	51	distributive	distributive	ADJ
emaj-45	55	52	justice	justice	NOUN
emaj-45	55	53	(	(	PUNCT
emaj-45	55	54	the	the	DET
emaj-45	55	55	extent	extent	NOUN
emaj-45	55	56	to	to	PART
emaj-45	55	57	which	which	PRON
emaj-45	55	58	the	the	DET
emaj-45	55	59	final	final	ADJ
emaj-45	55	60	outcome	outcome	NOUN
emaj-45	55	61	is	be	AUX
emaj-45	55	62	perceived	perceive	VERB
emaj-45	55	63	as	as	ADP
emaj-45	55	64	fair	fair	ADJ
emaj-45	55	65	)	)	PUNCT
emaj-45	55	66	.	.	PUNCT
emaj-45	56	1	2.3	2.3	NUM
emaj-45	56	2	.	.	PUNCT
emaj-45	57	1	dimensions	dimension	NOUN
emaj-45	57	2	of	of	ADP
emaj-45	57	3	perceived	perceive	VERB
emaj-45	57	4	justice	justice	NOUN
emaj-45	57	5	procedural	procedural	PROPN
emaj-45	57	6	justice	justice	PROPN
emaj-45	57	7	focuses	focus	VERB
emaj-45	57	8	on	on	ADP
emaj-45	57	9	the	the	DET
emaj-45	57	10	process	process	NOUN
emaj-45	57	11	that	that	PRON
emaj-45	57	12	is	be	AUX
emaj-45	57	13	undertaken	undertake	VERB
emaj-45	57	14	to	to	PART
emaj-45	57	15	arrive	arrive	VERB
emaj-45	57	16	at	at	ADP
emaj-45	57	17	the	the	DET
emaj-45	57	18	final	final	ADJ
emaj-45	57	19	outcome	outcome	NOUN
emaj-45	57	20	[	[	X
emaj-45	57	21	19	19	NUM
emaj-45	57	22	]	]	PUNCT
emaj-45	57	23	.	.	PUNCT
emaj-45	58	1	[	[	X
emaj-45	58	2	20	20	NUM
emaj-45	58	3	]	]	PUNCT
emaj-45	58	4	refer	refer	VERB
emaj-45	58	5	to	to	ADP
emaj-45	58	6	procedural	procedural	ADJ
emaj-45	58	7	justice	justice	NOUN
emaj-45	58	8	as	as	ADP
emaj-45	58	9	the	the	DET
emaj-45	58	10	perceived	perceive	VERB
emaj-45	58	11	fairness	fairness	NOUN
emaj-45	58	12	of	of	ADP
emaj-45	58	13	policies	policy	NOUN
emaj-45	58	14	,	,	PUNCT
emaj-45	58	15	procedures	procedure	NOUN
emaj-45	58	16	and	and	CCONJ
emaj-45	58	17	criteria	criterion	NOUN
emaj-45	58	18	used	use	VERB
emaj-45	58	19	by	by	ADP
emaj-45	58	20	decision	decision	NOUN
emaj-45	58	21	makers	maker	NOUN
emaj-45	58	22	in	in	ADP
emaj-45	58	23	arriving	arrive	VERB
emaj-45	58	24	at	at	ADP
emaj-45	58	25	the	the	DET
emaj-45	58	26	outcomes	outcome	NOUN
emaj-45	58	27	of	of	ADP
emaj-45	58	28	a	a	DET
emaj-45	58	29	dispute	dispute	NOUN
emaj-45	58	30	or	or	CCONJ
emaj-45	58	31	negotiation	negotiation	NOUN
emaj-45	58	32	.	.	PUNCT
emaj-45	59	1	[	[	X
emaj-45	59	2	18	18	NUM
emaj-45	59	3	]	]	PUNCT
emaj-45	59	4	described	describe	VERB
emaj-45	59	5	five	five	NUM
emaj-45	59	6	elements	element	NOUN
emaj-45	59	7	of	of	ADP
emaj-45	59	8	procedural	procedural	ADJ
emaj-45	59	9	justice	justice	NOUN
emaj-45	59	10	including	include	VERB
emaj-45	59	11	process	process	NOUN
emaj-45	59	12	control	control	NOUN
emaj-45	59	13	,	,	PUNCT
emaj-45	59	14	decision	decision	NOUN
emaj-45	59	15	control	control	NOUN
emaj-45	59	16	,	,	PUNCT
emaj-45	59	17	accessibility	accessibility	NOUN
emaj-45	59	18	,	,	PUNCT
emaj-45	59	19	timing	timing	NOUN
emaj-45	59	20	/	/	SYM
emaj-45	59	21	speed	speed	NOUN
emaj-45	59	22	,	,	PUNCT
emaj-45	59	23	and	and	CCONJ
emaj-45	59	24	flexibility	flexibility	NOUN
emaj-45	59	25	.	.	PUNCT
emaj-45	60	1	fair	fair	ADJ
emaj-45	60	2	procedures	procedure	NOUN
emaj-45	60	3	are	be	AUX
emaj-45	60	4	consistent	consistent	ADJ
emaj-45	60	5	,	,	PUNCT
emaj-45	60	6	unbiased	unbiased	ADJ
emaj-45	60	7	and	and	CCONJ
emaj-45	60	8	impartial	impartial	ADJ
emaj-45	60	9	representative	representative	NOUN
emaj-45	60	10	of	of	ADP
emaj-45	60	11	all	all	DET
emaj-45	60	12	parties	party	NOUN
emaj-45	60	13	’	’	PART
emaj-45	60	14	interest	interest	NOUN
emaj-45	60	15	and	and	CCONJ
emaj-45	60	16	are	be	AUX
emaj-45	60	17	based	base	VERB
emaj-45	60	18	on	on	ADP
emaj-45	60	19	accurate	accurate	ADJ
emaj-45	60	20	information	information	NOUN
emaj-45	60	21	and	and	CCONJ
emaj-45	60	22	ethical	ethical	ADJ
emaj-45	60	23	standards	standard	NOUN
emaj-45	60	24	.	.	PUNCT
emaj-45	61	1	prompt	prompt	ADJ
emaj-45	61	2	strategies	strategy	NOUN
emaj-45	61	3	were	be	AUX
emaj-45	61	4	much	much	ADV
emaj-45	61	5	more	more	ADV
emaj-45	61	6	likely	likely	ADJ
emaj-45	61	7	to	to	PART
emaj-45	61	8	be	be	AUX
emaj-45	61	9	associated	associate	VERB
emaj-45	61	10	with	with	ADP
emaj-45	61	11	higher	high	ADJ
emaj-45	61	12	satisfaction	satisfaction	NOUN
emaj-45	61	13	and	and	CCONJ
emaj-45	61	14	customer	customer	NOUN
emaj-45	61	15	retention	retention	NOUN
emaj-45	61	16	rate	rate	NOUN
emaj-45	61	17	than	than	ADP
emaj-45	61	18	their	their	PRON
emaj-45	61	19	delayed	delay	VERB
emaj-45	61	20	counterpart	counterpart	NOUN
emaj-45	61	21	.	.	PUNCT
emaj-45	62	1	it	it	PRON
emaj-45	62	2	has	have	AUX
emaj-45	62	3	also	also	ADV
emaj-45	62	4	been	be	AUX
emaj-45	62	5	found	find	VERB
emaj-45	62	6	that	that	SCONJ
emaj-45	62	7	procedural	procedural	ADJ
emaj-45	62	8	justice	justice	NOUN
emaj-45	62	9	is	be	AUX
emaj-45	62	10	important	important	ADJ
emaj-45	62	11	in	in	ADP
emaj-45	62	12	service	service	NOUN
emaj-45	62	13	recovery	recovery	NOUN
emaj-45	62	14	as	as	ADP
emaj-45	62	15	consumers	consumer	NOUN
emaj-45	62	16	who	who	PRON
emaj-45	62	17	might	might	AUX
emaj-45	62	18	be	be	AUX
emaj-45	62	19	satisfied	satisfied	ADJ
emaj-45	62	20	with	with	ADP
emaj-45	62	21	the	the	DET
emaj-45	62	22	type	type	NOUN
emaj-45	62	23	of	of	ADP
emaj-45	62	24	recovery	recovery	NOUN
emaj-45	62	25	strategy	strategy	NOUN
emaj-45	62	26	offered	offer	VERB
emaj-45	62	27	but	but	CCONJ
emaj-45	62	28	still	still	ADV
emaj-45	62	29	could	could	AUX
emaj-45	62	30	be	be	AUX
emaj-45	62	31	unhappy	unhappy	ADJ
emaj-45	62	32	if	if	SCONJ
emaj-45	62	33	the	the	DET
emaj-45	62	34	process	process	NOUN
emaj-45	62	35	endured	endure	VERB
emaj-45	62	36	to	to	PART
emaj-45	62	37	seek	seek	VERB
emaj-45	62	38	redress	redress	NOUN
emaj-45	62	39	were	be	AUX
emaj-45	62	40	unsatisfactory	unsatisfactory	ADJ
emaj-45	63	1	[	[	X
emaj-45	63	2	18	18	NUM
emaj-45	63	3	]	]	PUNCT
emaj-45	63	4	.	.	PUNCT
emaj-45	64	1	however	however	ADV
emaj-45	64	2	,	,	PUNCT
emaj-45	64	3	[	[	X
emaj-45	64	4	20	20	NUM
emaj-45	64	5	]	]	PUNCT
emaj-45	64	6	found	find	VERB
emaj-45	64	7	that	that	SCONJ
emaj-45	64	8	in	in	ADP
emaj-45	64	9	a	a	DET
emaj-45	64	10	retailing	retailing	NOUN
emaj-45	64	11	setting	setting	NOUN
emaj-45	64	12	,	,	PUNCT
emaj-45	64	13	procedural	procedural	ADJ
emaj-45	64	14	justice	justice	NOUN
emaj-45	64	15	(	(	PUNCT
emaj-45	64	16	timeliness	timeliness	NOUN
emaj-45	64	17	)	)	PUNCT
emaj-45	64	18	did	do	AUX
emaj-45	64	19	not	not	PART
emaj-45	64	20	volume	volume	VERB
emaj-45	64	21	4	4	NUM
emaj-45	64	22	no	no	DET
emaj-45	64	23	1	1	NUM
emaj-45	64	24	(	(	PUNCT
emaj-45	64	25	2014	2014	NUM
emaj-45	64	26	)	)	PUNCT
emaj-45	64	27	|	|	ADV
emaj-45	64	28	issn	issn	VERB
emaj-45	64	29	2158	2158	NUM
emaj-45	64	30	-	-	SYM
emaj-45	64	31	8708	8708	NUM
emaj-45	64	32	(	(	PUNCT
emaj-45	64	33	online	online	NOUN
emaj-45	64	34	)	)	PUNCT
emaj-45	64	35	|	|	ADV
emaj-45	64	36	doi	doi	X
emaj-45	64	37	10.5195	10.5195	NUM
emaj-45	64	38	/	/	SYM
emaj-45	64	39	emaj.2014.45	emaj.2014.45	NOUN
emaj-45	64	40	|	|	NOUN
emaj-45	64	41	http://emaj.pitt.edu	http://emaj.pitt.edu	VERB
emaj-45	64	42	efrem	efrem	ADJ
emaj-45	64	43	sisay	sisay	ADJ
emaj-45	64	44	assefa	assefa	PROPN
emaj-45	64	45	emerging	emerge	VERB
emaj-45	64	46	markets	market	NOUN
emaj-45	64	47	journal	journal	NOUN
emaj-45	64	48	|	|	ADV
emaj-45	64	49	p	p	NOUN
emaj-45	64	50	a	a	DET
emaj-45	64	51	g	g	NOUN
emaj-45	64	52	e	e	NOUN
emaj-45	64	53	|51	|51	AUX
emaj-45	64	54	have	have	VERB
emaj-45	64	55	a	a	DET
emaj-45	64	56	significant	significant	ADJ
emaj-45	64	57	effect	effect	NOUN
emaj-45	64	58	on	on	ADP
emaj-45	64	59	customers	customer	NOUN
emaj-45	64	60	’	'	PUNCT
emaj-45	64	61	repatronage	repatronage	NOUN
emaj-45	64	62	intentions	intention	NOUN
emaj-45	64	63	nor	nor	CCONJ
emaj-45	64	64	their	their	PRON
emaj-45	64	65	negative	negative	ADJ
emaj-45	64	66	word	word	NOUN
emaj-45	64	67	-	-	PUNCT
emaj-45	64	68	of	of	ADP
emaj-45	64	69	-	-	PUNCT
emaj-45	64	70	mouth	mouth	NOUN
emaj-45	64	71	intentions	intention	NOUN
emaj-45	64	72	.	.	PUNCT
emaj-45	65	1	the	the	DET
emaj-45	65	2	second	second	ADJ
emaj-45	65	3	dimension	dimension	NOUN
emaj-45	65	4	of	of	ADP
emaj-45	65	5	perceived	perceive	VERB
emaj-45	65	6	justice	justice	NOUN
emaj-45	65	7	,	,	PUNCT
emaj-45	65	8	interactional	interactional	ADJ
emaj-45	65	9	justice	justice	NOUN
emaj-45	65	10	,	,	PUNCT
emaj-45	65	11	is	be	AUX
emaj-45	65	12	defined	define	VERB
emaj-45	65	13	by	by	ADP
emaj-45	65	14	[	[	X
emaj-45	65	15	18	18	NUM
emaj-45	65	16	,	,	PUNCT
emaj-45	65	17	p.	p.	NOUN
emaj-45	65	18	62	62	NUM
emaj-45	65	19	]	]	PUNCT
emaj-45	65	20	as	as	ADP
emaj-45	65	21	“	"	PUNCT
emaj-45	65	22	dealing	deal	VERB
emaj-45	65	23	with	with	ADP
emaj-45	65	24	interpersonal	interpersonal	ADJ
emaj-45	65	25	behavior	behavior	NOUN
emaj-45	65	26	in	in	ADP
emaj-45	65	27	the	the	DET
emaj-45	65	28	enactment	enactment	NOUN
emaj-45	65	29	of	of	ADP
emaj-45	65	30	procedures	procedure	NOUN
emaj-45	65	31	and	and	CCONJ
emaj-45	65	32	the	the	DET
emaj-45	65	33	delivery	delivery	NOUN
emaj-45	65	34	of	of	ADP
emaj-45	65	35	outcomes	outcome	NOUN
emaj-45	65	36	”	"	PUNCT
emaj-45	65	37	.	.	PUNCT
emaj-45	66	1	hence	hence	ADV
emaj-45	66	2	,	,	PUNCT
emaj-45	66	3	interactional	interactional	ADJ
emaj-45	66	4	justice	justice	NOUN
emaj-45	66	5	refers	refer	VERB
emaj-45	66	6	the	the	DET
emaj-45	66	7	manner	manner	NOUN
emaj-45	66	8	in	in	ADP
emaj-45	66	9	which	which	PRON
emaj-45	66	10	the	the	DET
emaj-45	66	11	recovery	recovery	NOUN
emaj-45	66	12	process	process	NOUN
emaj-45	66	13	is	be	AUX
emaj-45	66	14	operationalized	operationalize	VERB
emaj-45	66	15	and	and	CCONJ
emaj-45	66	16	recovery	recovery	NOUN
emaj-45	66	17	outcomes	outcome	NOUN
emaj-45	66	18	presented	present	VERB
emaj-45	66	19	.	.	PUNCT
emaj-45	67	1	interactional	interactional	ADJ
emaj-45	67	2	justice	justice	NOUN
emaj-45	67	3	has	have	AUX
emaj-45	67	4	been	be	AUX
emaj-45	67	5	operationalized	operationalize	VERB
emaj-45	67	6	as	as	ADP
emaj-45	67	7	courtesy	courtesy	NOUN
emaj-45	67	8	and	and	CCONJ
emaj-45	67	9	politeness	politeness	NOUN
emaj-45	67	10	as	as	SCONJ
emaj-45	67	11	exhibited	exhibit	VERB
emaj-45	67	12	by	by	ADP
emaj-45	67	13	personnel	personnel	NOUN
emaj-45	67	14	,	,	PUNCT
emaj-45	67	15	empathy	empathy	NOUN
emaj-45	67	16	,	,	PUNCT
emaj-45	67	17	effort	effort	NOUN
emaj-45	67	18	observed	observe	VERB
emaj-45	67	19	in	in	ADP
emaj-45	67	20	resolving	resolve	VERB
emaj-45	67	21	the	the	DET
emaj-45	67	22	situation	situation	NOUN
emaj-45	67	23	,	,	PUNCT
emaj-45	67	24	and	and	CCONJ
emaj-45	67	25	the	the	DET
emaj-45	67	26	firms	firm	NOUN
emaj-45	67	27	willingness	willingness	VERB
emaj-45	67	28	to	to	PART
emaj-45	67	29	provide	provide	VERB
emaj-45	67	30	an	an	DET
emaj-45	67	31	explanation	explanation	NOUN
emaj-45	67	32	why	why	SCONJ
emaj-45	67	33	the	the	DET
emaj-45	67	34	situation	situation	NOUN
emaj-45	67	35	occurred	occur	VERB
emaj-45	67	36	.	.	PUNCT
emaj-45	68	1	this	this	DET
emaj-45	68	2	component	component	NOUN
emaj-45	68	3	of	of	ADP
emaj-45	68	4	the	the	DET
emaj-45	68	5	perceived	perceive	VERB
emaj-45	68	6	justice	justice	NOUN
emaj-45	68	7	is	be	AUX
emaj-45	68	8	essential	essential	ADJ
emaj-45	68	9	as	as	ADP
emaj-45	68	10	[	[	X
emaj-45	68	11	20	20	NUM
emaj-45	68	12	]	]	PUNCT
emaj-45	68	13	found	find	VERB
emaj-45	68	14	that	that	SCONJ
emaj-45	68	15	people	people	NOUN
emaj-45	68	16	might	might	AUX
emaj-45	68	17	view	view	VERB
emaj-45	68	18	the	the	DET
emaj-45	68	19	procedure	procedure	NOUN
emaj-45	68	20	and	and	CCONJ
emaj-45	68	21	outcome	outcome	NOUN
emaj-45	68	22	to	to	PART
emaj-45	68	23	be	be	AUX
emaj-45	68	24	fair	fair	ADJ
emaj-45	68	25	and	and	CCONJ
emaj-45	68	26	yet	yet	ADV
emaj-45	68	27	felt	feel	VERB
emaj-45	68	28	being	be	AUX
emaj-45	68	29	unfairly	unfairly	ADV
emaj-45	68	30	treated	treat	VERB
emaj-45	68	31	as	as	ADP
emaj-45	68	32	a	a	DET
emaj-45	68	33	result	result	NOUN
emaj-45	68	34	of	of	ADP
emaj-45	68	35	interactional	interactional	ADJ
emaj-45	68	36	factors	factor	NOUN
emaj-45	68	37	.	.	PUNCT
emaj-45	69	1	other	other	ADJ
emaj-45	69	2	research	research	NOUN
emaj-45	69	3	has	have	AUX
emaj-45	69	4	shown	show	VERB
emaj-45	69	5	that	that	SCONJ
emaj-45	69	6	the	the	DET
emaj-45	69	7	manners	manner	NOUN
emaj-45	69	8	in	in	ADP
emaj-45	69	9	which	which	PRON
emaj-45	69	10	managers	manager	NOUN
emaj-45	69	11	and	and	CCONJ
emaj-45	69	12	employees	employee	NOUN
emaj-45	69	13	communicate	communicate	VERB
emaj-45	69	14	with	with	ADP
emaj-45	69	15	customers	customer	NOUN
emaj-45	69	16	[	[	X
emaj-45	69	17	21	21	NUM
emaj-45	69	18	]	]	PUNCT
emaj-45	69	19	and	and	CCONJ
emaj-45	69	20	efforts	effort	NOUN
emaj-45	69	21	taken	take	VERB
emaj-45	69	22	to	to	PART
emaj-45	69	23	resolve	resolve	VERB
emaj-45	69	24	conflicts	conflict	NOUN
emaj-45	69	25	[	[	X
emaj-45	69	26	22	22	NUM
emaj-45	69	27	]	]	PUNCT
emaj-45	69	28	affected	affect	VERB
emaj-45	69	29	customer	customer	NOUN
emaj-45	69	30	satisfaction	satisfaction	NOUN
emaj-45	69	31	.	.	PUNCT
emaj-45	70	1	for	for	ADP
emaj-45	70	2	instance	instance	NOUN
emaj-45	70	3	,	,	PUNCT
emaj-45	70	4	when	when	SCONJ
emaj-45	70	5	employees	employee	NOUN
emaj-45	70	6	apologized	apologize	VERB
emaj-45	70	7	for	for	ADP
emaj-45	70	8	their	their	PRON
emaj-45	70	9	mistakes	mistake	NOUN
emaj-45	70	10	,	,	PUNCT
emaj-45	70	11	customers	customer	NOUN
emaj-45	70	12	often	often	ADV
emaj-45	70	13	ended	end	VERB
emaj-45	70	14	up	up	ADP
emaj-45	70	15	feeling	feel	VERB
emaj-45	70	16	more	more	ADV
emaj-45	70	17	satisfied	satisfied	ADJ
emaj-45	70	18	.	.	PUNCT
emaj-45	71	1	[	[	X
emaj-45	71	2	23	23	NUM
emaj-45	71	3	]	]	PUNCT
emaj-45	71	4	also	also	ADV
emaj-45	71	5	confirmed	confirm	VERB
emaj-45	71	6	that	that	SCONJ
emaj-45	71	7	display	display	NOUN
emaj-45	71	8	of	of	ADP
emaj-45	71	9	empathy	empathy	NOUN
emaj-45	71	10	,	,	PUNCT
emaj-45	71	11	being	be	AUX
emaj-45	71	12	polite	polite	ADJ
emaj-45	71	13	and	and	CCONJ
emaj-45	71	14	willingness	willingness	NOUN
emaj-45	71	15	to	to	PART
emaj-45	71	16	listen	listen	VERB
emaj-45	71	17	to	to	ADP
emaj-45	71	18	customers	customer	NOUN
emaj-45	71	19	were	be	AUX
emaj-45	71	20	critical	critical	ADJ
emaj-45	71	21	elements	element	NOUN
emaj-45	71	22	in	in	ADP
emaj-45	71	23	service	service	NOUN
emaj-45	71	24	encounters	encounter	NOUN
emaj-45	71	25	.	.	PUNCT
emaj-45	72	1	[	[	X
emaj-45	72	2	20	20	NUM
emaj-45	72	3	]	]	PUNCT
emaj-45	72	4	also	also	ADV
emaj-45	72	5	discovered	discover	VERB
emaj-45	72	6	that	that	SCONJ
emaj-45	72	7	interactional	interactional	ADJ
emaj-45	72	8	justice	justice	NOUN
emaj-45	72	9	had	have	VERB
emaj-45	72	10	the	the	DET
emaj-45	72	11	strongest	strong	ADJ
emaj-45	72	12	effect	effect	NOUN
emaj-45	72	13	on	on	ADP
emaj-45	72	14	subjects	subject	NOUN
emaj-45	72	15	’	'	PUNCT
emaj-45	72	16	repatronage	repatronage	NOUN
emaj-45	72	17	and	and	CCONJ
emaj-45	72	18	negative	negative	ADJ
emaj-45	72	19	word	word	NOUN
emaj-45	72	20	ofmouth	ofmouth	ADJ
emaj-45	72	21	intentions	intention	NOUN
emaj-45	72	22	in	in	ADP
emaj-45	72	23	their	their	PRON
emaj-45	72	24	experimental	experimental	ADJ
emaj-45	72	25	study	study	NOUN
emaj-45	72	26	.	.	PUNCT
emaj-45	73	1	distributive	distributive	ADJ
emaj-45	73	2	justice	justice	NOUN
emaj-45	73	3	,	,	PUNCT
emaj-45	73	4	the	the	DET
emaj-45	73	5	third	third	ADJ
emaj-45	73	6	component	component	NOUN
emaj-45	73	7	of	of	ADP
emaj-45	73	8	perceived	perceive	VERB
emaj-45	73	9	justice	justice	NOUN
emaj-45	73	10	,	,	PUNCT
emaj-45	73	11	focuses	focus	VERB
emaj-45	73	12	on	on	ADP
emaj-45	73	13	the	the	DET
emaj-45	73	14	specific	specific	ADJ
emaj-45	73	15	outcome	outcome	NOUN
emaj-45	73	16	of	of	ADP
emaj-45	73	17	the	the	DET
emaj-45	73	18	firm	firm	NOUN
emaj-45	73	19	’s	’s	PART
emaj-45	73	20	recovery	recovery	NOUN
emaj-45	73	21	effort	effort	NOUN
emaj-45	73	22	.	.	PUNCT
emaj-45	74	1	in	in	ADP
emaj-45	74	2	other	other	ADJ
emaj-45	74	3	words	word	NOUN
emaj-45	74	4	,	,	PUNCT
emaj-45	74	5	what	what	PRON
emaj-45	74	6	specifically	specifically	ADV
emaj-45	74	7	did	do	AUX
emaj-45	74	8	the	the	DET
emaj-45	74	9	offending	offend	VERB
emaj-45	74	10	firm	firm	NOUN
emaj-45	74	11	offer	offer	VERB
emaj-45	74	12	the	the	DET
emaj-45	74	13	customer	customer	NOUN
emaj-45	74	14	to	to	PART
emaj-45	74	15	recover	recover	VERB
emaj-45	74	16	from	from	ADP
emaj-45	74	17	the	the	DET
emaj-45	74	18	service	service	NOUN
emaj-45	74	19	failure	failure	NOUN
emaj-45	74	20	,	,	PUNCT
emaj-45	74	21	and	and	CCONJ
emaj-45	74	22	did	do	AUX
emaj-45	74	23	this	this	DET
emaj-45	74	24	outcome	outcome	NOUN
emaj-45	74	25	(	(	PUNCT
emaj-45	74	26	output	output	NOUN
emaj-45	74	27	)	)	PUNCT
emaj-45	74	28	offset	offset	VERB
emaj-45	74	29	the	the	DET
emaj-45	74	30	costs	cost	NOUN
emaj-45	74	31	(	(	PUNCT
emaj-45	74	32	inputs	input	NOUN
emaj-45	74	33	)	)	PUNCT
emaj-45	74	34	of	of	ADP
emaj-45	74	35	the	the	DET
emaj-45	74	36	service	service	NOUN
emaj-45	74	37	failure	failure	NOUN
emaj-45	74	38	[	[	X
emaj-45	74	39	24	24	NUM
emaj-45	74	40	]	]	PUNCT
emaj-45	74	41	?	?	PUNCT
emaj-45	75	1	some	some	DET
emaj-45	75	2	oftenquoted	oftenquoted	ADJ
emaj-45	75	3	distributive	distributive	ADJ
emaj-45	75	4	outcomes	outcome	NOUN
emaj-45	75	5	include	include	VERB
emaj-45	75	6	compensation	compensation	NOUN
emaj-45	75	7	in	in	ADP
emaj-45	75	8	the	the	DET
emaj-45	75	9	form	form	NOUN
emaj-45	75	10	of	of	ADP
emaj-45	75	11	discounts	discount	NOUN
emaj-45	75	12	,	,	PUNCT
emaj-45	75	13	coupons	coupon	NOUN
emaj-45	75	14	,	,	PUNCT
emaj-45	75	15	refund	refund	NOUN
emaj-45	75	16	,	,	PUNCT
emaj-45	75	17	freegift	freegift	NOUN
emaj-45	75	18	,	,	PUNCT
emaj-45	75	19	replacement	replacement	NOUN
emaj-45	75	20	,	,	PUNCT
emaj-45	75	21	apologies	apology	NOUN
emaj-45	75	22	and	and	CCONJ
emaj-45	75	23	so	so	ADV
emaj-45	75	24	on	on	ADP
emaj-45	75	25	[	[	X
emaj-45	75	26	17	17	NUM
emaj-45	75	27	,	,	PUNCT
emaj-45	75	28	18	18	NUM
emaj-45	75	29	,	,	PUNCT
emaj-45	75	30	20	20	NUM
emaj-45	75	31	]	]	PUNCT
emaj-45	75	32	.	.	PUNCT
emaj-45	76	1	the	the	DET
emaj-45	76	2	assessment	assessment	NOUN
emaj-45	76	3	of	of	ADP
emaj-45	76	4	whether	whether	SCONJ
emaj-45	76	5	the	the	DET
emaj-45	76	6	compensation	compensation	NOUN
emaj-45	76	7	is	be	AUX
emaj-45	76	8	fair	fair	ADJ
emaj-45	76	9	may	may	AUX
emaj-45	76	10	be	be	AUX
emaj-45	76	11	also	also	ADV
emaj-45	76	12	affected	affect	VERB
emaj-45	76	13	by	by	ADP
emaj-45	76	14	the	the	DET
emaj-45	76	15	customer	customer	NOUN
emaj-45	76	16	’s	’s	PART
emaj-45	76	17	prior	prior	ADJ
emaj-45	76	18	experience	experience	NOUN
emaj-45	76	19	with	with	ADP
emaj-45	76	20	the	the	DET
emaj-45	76	21	firm	firm	NOUN
emaj-45	76	22	,	,	PUNCT
emaj-45	76	23	knowledge	knowledge	NOUN
emaj-45	76	24	about	about	ADP
emaj-45	76	25	how	how	SCONJ
emaj-45	76	26	other	other	ADJ
emaj-45	76	27	customers	customer	NOUN
emaj-45	76	28	were	be	AUX
emaj-45	76	29	treated	treat	VERB
emaj-45	76	30	in	in	ADP
emaj-45	76	31	similar	similar	ADJ
emaj-45	76	32	situations	situation	NOUN
emaj-45	76	33	and	and	CCONJ
emaj-45	76	34	perception	perception	NOUN
emaj-45	76	35	of	of	ADP
emaj-45	76	36	the	the	DET
emaj-45	76	37	magnitude	magnitude	NOUN
emaj-45	76	38	of	of	ADP
emaj-45	76	39	his	his	PRON
emaj-45	76	40	or	or	CCONJ
emaj-45	76	41	her	her	PRON
emaj-45	76	42	own	own	ADJ
emaj-45	76	43	loss	loss	NOUN
emaj-45	76	44	[	[	X
emaj-45	76	45	18	18	NUM
emaj-45	76	46	]	]	PUNCT
emaj-45	76	47	.	.	PUNCT
emaj-45	77	1	[	[	X
emaj-45	77	2	20	20	NUM
emaj-45	77	3	]	]	PUNCT
emaj-45	77	4	found	find	VERB
emaj-45	77	5	that	that	SCONJ
emaj-45	77	6	in	in	ADP
emaj-45	77	7	a	a	DET
emaj-45	77	8	retaail	retaail	NOUN
emaj-45	77	9	setting	setting	NOUN
emaj-45	77	10	,	,	PUNCT
emaj-45	77	11	distributive	distributive	ADJ
emaj-45	77	12	justice	justice	NOUN
emaj-45	77	13	had	have	VERB
emaj-45	77	14	a	a	DET
emaj-45	77	15	significant	significant	ADJ
emaj-45	77	16	effect	effect	NOUN
emaj-45	77	17	on	on	ADP
emaj-45	77	18	customers	customer	NOUN
emaj-45	77	19	’	'	PUNCT
emaj-45	77	20	satisfaction	satisfaction	NOUN
emaj-45	77	21	and	and	CCONJ
emaj-45	77	22	loyalty	loyalty	NOUN
emaj-45	77	23	.	.	PUNCT
emaj-45	78	1	2.4	2.4	NUM
emaj-45	78	2	.	.	PUNCT
emaj-45	78	3	loyalty	loyalty	NOUN
emaj-45	79	1	[	[	X
emaj-45	79	2	25	25	NUM
emaj-45	79	3	]	]	X
emaj-45	79	4	oliver	oliver	PROPN
emaj-45	79	5	(	(	PUNCT
emaj-45	79	6	1997	1997	NUM
emaj-45	79	7	)	)	PUNCT
emaj-45	79	8	describes	describe	VERB
emaj-45	79	9	loyalty	loyalty	NOUN
emaj-45	79	10	as	as	ADP
emaj-45	79	11	“	"	PUNCT
emaj-45	79	12	a	a	DET
emaj-45	79	13	deeply	deeply	ADV
emaj-45	79	14	held	hold	VERB
emaj-45	79	15	commitment	commitment	NOUN
emaj-45	79	16	to	to	PART
emaj-45	79	17	rebuy	rebuy	VERB
emaj-45	79	18	or	or	CCONJ
emaj-45	79	19	repatronage	repatronage	VERB
emaj-45	79	20	a	a	DET
emaj-45	79	21	preferred	preferred	ADJ
emaj-45	79	22	product	product	NOUN
emaj-45	79	23	or	or	CCONJ
emaj-45	79	24	service	service	NOUN
emaj-45	79	25	consistently	consistently	ADV
emaj-45	79	26	in	in	ADP
emaj-45	79	27	the	the	DET
emaj-45	79	28	future	future	NOUN
emaj-45	79	29	,	,	PUNCT
emaj-45	79	30	thereby	thereby	ADV
emaj-45	79	31	causing	cause	VERB
emaj-45	79	32	repetitive	repetitive	ADJ
emaj-45	79	33	same	same	ADJ
emaj-45	79	34	-	-	PUNCT
emaj-45	79	35	brand	brand	NOUN
emaj-45	79	36	or	or	CCONJ
emaj-45	79	37	same	same	ADJ
emaj-45	79	38	-	-	PUNCT
emaj-45	79	39	brand	brand	NOUN
emaj-45	79	40	set	set	NOUN
emaj-45	79	41	purchasing	purchasing	NOUN
emaj-45	79	42	,	,	PUNCT
emaj-45	79	43	despite	despite	SCONJ
emaj-45	79	44	situational	situational	ADJ
emaj-45	79	45	influences	influence	NOUN
emaj-45	79	46	and	and	CCONJ
emaj-45	79	47	marketing	marketing	NOUN
emaj-45	79	48	efforts	effort	NOUN
emaj-45	79	49	having	have	VERB
emaj-45	79	50	the	the	DET
emaj-45	79	51	potential	potential	NOUN
emaj-45	79	52	to	to	PART
emaj-45	79	53	cause	cause	VERB
emaj-45	79	54	switching	switch	VERB
emaj-45	79	55	behavior	behavior	NOUN
emaj-45	79	56	”	"	PUNCT
emaj-45	79	57	(	(	PUNCT
emaj-45	79	58	p.	p.	NOUN
emaj-45	79	59	392	392	NUM
emaj-45	79	60	)	)	PUNCT
emaj-45	79	61	.	.	PUNCT
emaj-45	80	1	a	a	DET
emaj-45	80	2	service	service	NOUN
emaj-45	80	3	organization	organization	NOUN
emaj-45	80	4	’s	’s	PART
emaj-45	80	5	long	long	ADJ
emaj-45	80	6	-	-	PUNCT
emaj-45	80	7	term	term	NOUN
emaj-45	80	8	success	success	NOUN
emaj-45	80	9	in	in	ADP
emaj-45	80	10	a	a	DET
emaj-45	80	11	market	market	NOUN
emaj-45	80	12	is	be	AUX
emaj-45	80	13	essentially	essentially	ADV
emaj-45	80	14	determined	determine	VERB
emaj-45	80	15	by	by	ADP
emaj-45	80	16	its	its	PRON
emaj-45	80	17	ability	ability	NOUN
emaj-45	80	18	to	to	PART
emaj-45	80	19	expand	expand	VERB
emaj-45	80	20	and	and	CCONJ
emaj-45	80	21	maintain	maintain	VERB
emaj-45	80	22	a	a	DET
emaj-45	80	23	large	large	ADJ
emaj-45	80	24	and	and	CCONJ
emaj-45	80	25	loyal	loyal	ADJ
emaj-45	80	26	customer	customer	NOUN
emaj-45	80	27	base	base	NOUN
emaj-45	81	1	[	[	X
emaj-45	81	2	26	26	NUM
emaj-45	81	3	]	]	PUNCT
emaj-45	81	4	.	.	PUNCT
emaj-45	82	1	customer	customer	NOUN
emaj-45	82	2	loyalty	loyalty	NOUN
emaj-45	82	3	has	have	VERB
emaj-45	82	4	definite	definite	ADJ
emaj-45	82	5	financial	financial	ADJ
emaj-45	82	6	benefits	benefit	NOUN
emaj-45	82	7	since	since	SCONJ
emaj-45	82	8	the	the	DET
emaj-45	82	9	cost	cost	NOUN
emaj-45	82	10	to	to	PART
emaj-45	82	11	attract	attract	VERB
emaj-45	82	12	a	a	DET
emaj-45	82	13	new	new	ADJ
emaj-45	82	14	customer	customer	NOUN
emaj-45	82	15	is	be	AUX
emaj-45	82	16	significantly	significantly	ADV
emaj-45	82	17	higher	high	ADJ
emaj-45	82	18	than	than	ADP
emaj-45	82	19	retaining	retain	VERB
emaj-45	82	20	an	an	DET
emaj-45	82	21	existing	exist	VERB
emaj-45	82	22	one	one	NOUN
emaj-45	83	1	[	[	X
emaj-45	83	2	3	3	NUM
emaj-45	83	3	]	]	PUNCT
emaj-45	83	4	.	.	PUNCT
emaj-45	84	1	[	[	X
emaj-45	84	2	1	1	X
emaj-45	84	3	]	]	PUNCT
emaj-45	84	4	also	also	ADV
emaj-45	84	5	reported	report	VERB
emaj-45	84	6	that	that	SCONJ
emaj-45	84	7	a	a	DET
emaj-45	84	8	service	service	NOUN
emaj-45	84	9	company	company	NOUN
emaj-45	84	10	could	could	AUX
emaj-45	84	11	boost	boost	VERB
emaj-45	84	12	profits	profit	NOUN
emaj-45	84	13	by	by	ADP
emaj-45	84	14	100	100	NUM
emaj-45	84	15	percent	percent	NOUN
emaj-45	84	16	just	just	ADV
emaj-45	84	17	by	by	ADP
emaj-45	84	18	increasing	increase	VERB
emaj-45	84	19	customer	customer	NOUN
emaj-45	84	20	retention	retention	NOUN
emaj-45	84	21	rate	rate	NOUN
emaj-45	84	22	by	by	ADP
emaj-45	84	23	5	5	NUM
emaj-45	84	24	percent	percent	NOUN
emaj-45	84	25	.	.	PUNCT
emaj-45	85	1	retention	retention	NOUN
emaj-45	85	2	is	be	AUX
emaj-45	85	3	believed	believe	VERB
emaj-45	85	4	to	to	PART
emaj-45	85	5	be	be	AUX
emaj-45	85	6	a	a	DET
emaj-45	85	7	function	function	NOUN
emaj-45	85	8	of	of	ADP
emaj-45	85	9	existing	exist	VERB
emaj-45	85	10	customers	customer	NOUN
emaj-45	85	11	’	'	PUNCT
emaj-45	85	12	level	level	NOUN
emaj-45	85	13	of	of	ADP
emaj-45	85	14	satisfaction	satisfaction	NOUN
emaj-45	85	15	.	.	PUNCT
emaj-45	86	1	other	other	ADJ
emaj-45	86	2	studies	study	NOUN
emaj-45	86	3	have	have	AUX
emaj-45	86	4	also	also	ADV
emaj-45	86	5	shown	show	VERB
emaj-45	86	6	that	that	SCONJ
emaj-45	86	7	an	an	DET
emaj-45	86	8	important	important	ADJ
emaj-45	86	9	variable	variable	NOUN
emaj-45	86	10	that	that	PRON
emaj-45	86	11	contributes	contribute	VERB
emaj-45	86	12	to	to	ADP
emaj-45	86	13	customer	customer	NOUN
emaj-45	86	14	and	and	CCONJ
emaj-45	86	15	employee	employee	NOUN
emaj-45	86	16	commitment	commitment	NOUN
emaj-45	86	17	is	be	AUX
emaj-45	86	18	satisfaction	satisfaction	NOUN
emaj-45	86	19	[	[	X
emaj-45	86	20	13	13	NUM
emaj-45	86	21	,	,	PUNCT
emaj-45	86	22	27	27	NUM
emaj-45	86	23	]	]	PUNCT
emaj-45	86	24	.	.	PUNCT
emaj-45	87	1	when	when	SCONJ
emaj-45	87	2	a	a	DET
emaj-45	87	3	firm	firm	NOUN
emaj-45	87	4	develops	develop	VERB
emaj-45	87	5	a	a	DET
emaj-45	87	6	good	good	ADJ
emaj-45	87	7	system	system	NOUN
emaj-45	87	8	of	of	ADP
emaj-45	87	9	resolving	resolve	VERB
emaj-45	87	10	customer	customer	NOUN
emaj-45	87	11	complaints	complaint	NOUN
emaj-45	87	12	,	,	PUNCT
emaj-45	87	13	it	it	PRON
emaj-45	87	14	leads	lead	VERB
emaj-45	87	15	to	to	ADP
emaj-45	87	16	greater	great	ADJ
emaj-45	87	17	customer	customer	NOUN
emaj-45	87	18	loyalty	loyalty	NOUN
emaj-45	87	19	[	[	X
emaj-45	87	20	28	28	NUM
emaj-45	87	21	]	]	PUNCT
emaj-45	87	22	.	.	PUNCT
emaj-45	88	1	on	on	ADP
emaj-45	88	2	the	the	DET
emaj-45	88	3	other	other	ADJ
emaj-45	88	4	hand	hand	NOUN
emaj-45	88	5	,	,	PUNCT
emaj-45	88	6	[	[	X
emaj-45	88	7	18	18	NUM
emaj-45	88	8	]	]	PUNCT
emaj-45	88	9	discovered	discover	VERB
emaj-45	88	10	that	that	SCONJ
emaj-45	88	11	as	as	ADP
emaj-45	88	12	dissatisfaction	dissatisfaction	NOUN
emaj-45	88	13	with	with	ADP
emaj-45	88	14	complaint	complaint	NOUN
emaj-45	88	15	handling	handling	NOUN
emaj-45	88	16	increases	increase	NOUN
emaj-45	88	17	,	,	PUNCT
emaj-45	88	18	commitment	commitment	NOUN
emaj-45	88	19	would	would	AUX
emaj-45	88	20	decrease	decrease	VERB
emaj-45	88	21	.	.	PUNCT
emaj-45	89	1	similarly	similarly	ADV
emaj-45	89	2	,	,	PUNCT
emaj-45	89	3	[	[	X
emaj-45	89	4	29	29	NUM
emaj-45	89	5	]	]	PUNCT
emaj-45	89	6	also	also	ADV
emaj-45	89	7	affirmed	affirm	VERB
emaj-45	89	8	that	that	SCONJ
emaj-45	89	9	satisfaction	satisfaction	NOUN
emaj-45	89	10	with	with	ADP
emaj-45	89	11	service	service	NOUN
emaj-45	89	12	recovery	recovery	NOUN
emaj-45	89	13	had	have	VERB
emaj-45	89	14	a	a	DET
emaj-45	89	15	strong	strong	ADJ
emaj-45	89	16	impact	impact	NOUN
emaj-45	89	17	on	on	ADP
emaj-45	89	18	customer	customer	NOUN
emaj-45	89	19	loyalty	loyalty	NOUN
emaj-45	89	20	.	.	PUNCT
emaj-45	90	1	3	3	X
emaj-45	90	2	.	.	X
emaj-45	90	3	research	research	NOUN
emaj-45	90	4	model	model	NOUN
emaj-45	90	5	and	and	CCONJ
emaj-45	90	6	hypotheses	hypothesis	NOUN
emaj-45	90	7	based	base	VERB
emaj-45	90	8	on	on	ADP
emaj-45	90	9	the	the	DET
emaj-45	90	10	preceding	precede	VERB
emaj-45	90	11	literature	literature	NOUN
emaj-45	90	12	review	review	NOUN
emaj-45	90	13	,	,	PUNCT
emaj-45	90	14	a	a	DET
emaj-45	90	15	model	model	NOUN
emaj-45	90	16	linking	link	VERB
emaj-45	90	17	the	the	DET
emaj-45	90	18	key	key	ADJ
emaj-45	90	19	variables	variable	NOUN
emaj-45	90	20	in	in	ADP
emaj-45	90	21	this	this	DET
emaj-45	90	22	study	study	NOUN
emaj-45	90	23	is	be	AUX
emaj-45	90	24	presented	present	VERB
emaj-45	90	25	in	in	ADP
emaj-45	90	26	figure	figure	NOUN
emaj-45	90	27	1	1	NUM
emaj-45	90	28	.	.	PUNCT
emaj-45	90	29	two	two	NUM
emaj-45	90	30	main	main	ADJ
emaj-45	90	31	categories	category	NOUN
emaj-45	90	32	of	of	ADP
emaj-45	90	33	variables	variable	NOUN
emaj-45	90	34	are	be	AUX
emaj-45	90	35	examined	examine	VERB
emaj-45	90	36	in	in	ADP
emaj-45	90	37	this	this	DET
emaj-45	90	38	model	model	NOUN
emaj-45	90	39	.	.	PUNCT
emaj-45	91	1	variables	variable	NOUN
emaj-45	91	2	that	that	PRON
emaj-45	91	3	affect	affect	VERB
emaj-45	91	4	customers	customer	NOUN
emaj-45	91	5	’	’	PART
emaj-45	91	6	recovery	recovery	NOUN
emaj-45	91	7	satisfaction	satisfaction	NOUN
emaj-45	91	8	,	,	PUNCT
emaj-45	91	9	and	and	CCONJ
emaj-45	91	10	recovery	recovery	NOUN
emaj-45	91	11	satisfaction	satisfaction	NOUN
emaj-45	91	12	and	and	CCONJ
emaj-45	91	13	loyalty	loyalty	NOUN
emaj-45	91	14	volume	volume	NOUN
emaj-45	91	15	4	4	NUM
emaj-45	91	16	no	no	DET
emaj-45	91	17	1	1	NUM
emaj-45	91	18	(	(	PUNCT
emaj-45	91	19	2014	2014	NUM
emaj-45	91	20	)	)	PUNCT
emaj-45	91	21	|	|	ADV
emaj-45	91	22	issn	issn	VERB
emaj-45	91	23	2158	2158	NUM
emaj-45	91	24	-	-	SYM
emaj-45	91	25	8708	8708	NUM
emaj-45	91	26	(	(	PUNCT
emaj-45	91	27	online	online	NOUN
emaj-45	91	28	)	)	PUNCT
emaj-45	91	29	|	|	ADV
emaj-45	91	30	doi	doi	X
emaj-45	91	31	10.5195	10.5195	NUM
emaj-45	91	32	/	/	SYM
emaj-45	91	33	emaj.2014.45	emaj.2014.45	NOUN
emaj-45	91	34	|	|	ADV
emaj-45	91	35	http://emaj.pitt.edu	http://emaj.pitt.edu	VERB
emaj-45	91	36	the	the	DET
emaj-45	91	37	effects	effect	NOUN
emaj-45	91	38	of	of	ADP
emaj-45	91	39	justice	justice	NOUN
emaj-45	91	40	oriented	orient	VERB
emaj-45	91	41	service	service	NOUN
emaj-45	91	42	recovery	recovery	NOUN
emaj-45	91	43	on	on	ADP
emaj-45	91	44	customer	customer	NOUN
emaj-45	91	45	satisfaction	satisfaction	NOUN
emaj-45	91	46	and	and	CCONJ
emaj-45	91	47	loyalty	loyalty	NOUN
emaj-45	91	48	in	in	ADP
emaj-45	91	49	retail	retail	ADJ
emaj-45	91	50	banks	bank	NOUN
emaj-45	91	51	in	in	ADP
emaj-45	91	52	ethiopia	ethiopia	PROPN
emaj-45	91	53	page	page	NOUN
emaj-45	91	54	|52|	|52|	NOUN
emaj-45	91	55	emerging	emerge	VERB
emaj-45	91	56	markets	market	NOUN
emaj-45	91	57	journal	journal	NOUN
emaj-45	91	58	3.1	3.1	NUM
emaj-45	91	59	.	.	PUNCT
emaj-45	92	1	the	the	DET
emaj-45	92	2	three	three	NUM
emaj-45	92	3	dimensions	dimension	NOUN
emaj-45	92	4	of	of	ADP
emaj-45	92	5	perceived	perceive	VERB
emaj-45	92	6	justice	justice	NOUN
emaj-45	92	7	and	and	CCONJ
emaj-45	92	8	recovery	recovery	NOUN
emaj-45	92	9	satisfaction	satisfaction	NOUN
emaj-45	92	10	previous	previous	ADJ
emaj-45	92	11	studies	study	NOUN
emaj-45	92	12	have	have	AUX
emaj-45	92	13	suggested	suggest	VERB
emaj-45	92	14	that	that	SCONJ
emaj-45	92	15	perceived	perceive	VERB
emaj-45	92	16	justice	justice	NOUN
emaj-45	92	17	has	have	VERB
emaj-45	92	18	positive	positive	ADJ
emaj-45	92	19	impact	impact	NOUN
emaj-45	92	20	on	on	ADP
emaj-45	92	21	customer	customer	NOUN
emaj-45	92	22	satisfaction	satisfaction	NOUN
emaj-45	92	23	.	.	PUNCT
emaj-45	93	1	[	[	X
emaj-45	93	2	18	18	NUM
emaj-45	93	3	]	]	PUNCT
emaj-45	93	4	argue	argue	VERB
emaj-45	93	5	that	that	SCONJ
emaj-45	93	6	procedural	procedural	ADJ
emaj-45	93	7	justice	justice	NOUN
emaj-45	93	8	,	,	PUNCT
emaj-45	93	9	interactional	interactional	ADJ
emaj-45	93	10	justice	justice	NOUN
emaj-45	93	11	,	,	PUNCT
emaj-45	93	12	distributive	distributive	ADJ
emaj-45	93	13	justice	justice	NOUN
emaj-45	93	14	strongly	strongly	ADV
emaj-45	93	15	affect	affect	VERB
emaj-45	93	16	customers	customer	NOUN
emaj-45	93	17	evaluation	evaluation	NOUN
emaj-45	93	18	of	of	ADP
emaj-45	93	19	service	service	NOUN
emaj-45	93	20	recovery	recovery	NOUN
emaj-45	93	21	,	,	PUNCT
emaj-45	93	22	and	and	CCONJ
emaj-45	93	23	[	[	X
emaj-45	93	24	30	30	NUM
emaj-45	93	25	]	]	PUNCT
emaj-45	93	26	also	also	ADV
emaj-45	93	27	found	find	VERB
emaj-45	93	28	that	that	SCONJ
emaj-45	93	29	positive	positive	ADJ
emaj-45	93	30	perception	perception	NOUN
emaj-45	93	31	of	of	ADP
emaj-45	93	32	procedural	procedural	ADJ
emaj-45	93	33	justice	justice	NOUN
emaj-45	93	34	,	,	PUNCT
emaj-45	93	35	interactional	interactional	ADJ
emaj-45	93	36	justice	justice	NOUN
emaj-45	93	37	,	,	PUNCT
emaj-45	93	38	distributive	distributive	ADJ
emaj-45	93	39	justice	justice	NOUN
emaj-45	93	40	are	be	AUX
emaj-45	93	41	all	all	ADV
emaj-45	93	42	significantly	significantly	ADV
emaj-45	93	43	related	relate	VERB
emaj-45	93	44	with	with	ADP
emaj-45	93	45	service	service	NOUN
emaj-45	93	46	recovery	recovery	NOUN
emaj-45	93	47	satisfaction	satisfaction	NOUN
emaj-45	93	48	.	.	PUNCT
emaj-45	94	1	based	base	VERB
emaj-45	94	2	on	on	ADP
emaj-45	94	3	the	the	DET
emaj-45	94	4	above	above	ADJ
emaj-45	94	5	discussion	discussion	NOUN
emaj-45	94	6	this	this	DET
emaj-45	94	7	study	study	NOUN
emaj-45	94	8	proposes	propose	VERB
emaj-45	94	9	the	the	DET
emaj-45	94	10	following	follow	VERB
emaj-45	94	11	hypotheses	hypothesis	NOUN
emaj-45	94	12	:	:	PUNCT
emaj-45	94	13	hypothesis	hypothesis	NOUN
emaj-45	94	14	1	1	NUM
emaj-45	94	15	:	:	PUNCT
emaj-45	94	16	procedural	procedural	ADJ
emaj-45	94	17	justice	justice	NOUN
emaj-45	94	18	oriented	orient	VERB
emaj-45	94	19	recovery	recovery	NOUN
emaj-45	94	20	has	have	VERB
emaj-45	94	21	positive	positive	ADJ
emaj-45	94	22	relationship	relationship	NOUN
emaj-45	94	23	with	with	ADP
emaj-45	94	24	customers	customer	NOUN
emaj-45	94	25	’	'	PUNCT
emaj-45	94	26	recovery	recovery	NOUN
emaj-45	94	27	satisfaction	satisfaction	NOUN
emaj-45	94	28	in	in	ADP
emaj-45	94	29	retail	retail	ADJ
emaj-45	94	30	banks	bank	NOUN
emaj-45	94	31	in	in	ADP
emaj-45	94	32	ethiopia	ethiopia	PROPN
emaj-45	94	33	hypothesis	hypothesis	NOUN
emaj-45	94	34	2	2	NUM
emaj-45	94	35	:	:	PUNCT
emaj-45	94	36	interactional	interactional	ADJ
emaj-45	94	37	justice	justice	NOUN
emaj-45	94	38	oriented	orient	VERB
emaj-45	94	39	recovery	recovery	NOUN
emaj-45	94	40	has	have	VERB
emaj-45	94	41	positive	positive	ADJ
emaj-45	94	42	relationship	relationship	NOUN
emaj-45	94	43	with	with	ADP
emaj-45	94	44	customers	customer	NOUN
emaj-45	94	45	’	'	PUNCT
emaj-45	94	46	recovery	recovery	NOUN
emaj-45	94	47	satisfaction	satisfaction	NOUN
emaj-45	94	48	in	in	ADP
emaj-45	94	49	retail	retail	ADJ
emaj-45	94	50	banks	bank	NOUN
emaj-45	94	51	in	in	ADP
emaj-45	94	52	ethiopia	ethiopia	PROPN
emaj-45	94	53	hypothesis	hypothesis	NOUN
emaj-45	94	54	3	3	NUM
emaj-45	94	55	:	:	PUNCT
emaj-45	94	56	distributive	distributive	ADJ
emaj-45	94	57	justice	justice	NOUN
emaj-45	94	58	oriented	orient	VERB
emaj-45	94	59	recovery	recovery	NOUN
emaj-45	94	60	has	have	VERB
emaj-45	94	61	positive	positive	ADJ
emaj-45	94	62	relationship	relationship	NOUN
emaj-45	94	63	with	with	ADP
emaj-45	94	64	customers	customer	NOUN
emaj-45	94	65	’	'	PUNCT
emaj-45	94	66	recovery	recovery	NOUN
emaj-45	94	67	satisfaction	satisfaction	NOUN
emaj-45	94	68	in	in	ADP
emaj-45	94	69	retail	retail	ADJ
emaj-45	94	70	banks	bank	NOUN
emaj-45	94	71	in	in	ADP
emaj-45	94	72	ethiopia	ethiopia	PROPN
emaj-45	94	73	3.2	3.2	NUM
emaj-45	94	74	.	.	PUNCT
emaj-45	95	1	relationship	relationship	NOUN
emaj-45	95	2	between	between	ADP
emaj-45	95	3	recovery	recovery	NOUN
emaj-45	95	4	satisfaction	satisfaction	NOUN
emaj-45	95	5	and	and	CCONJ
emaj-45	95	6	customer	customer	NOUN
emaj-45	95	7	loyalty	loyalty	NOUN
emaj-45	95	8	it	it	PRON
emaj-45	95	9	has	have	AUX
emaj-45	95	10	been	be	AUX
emaj-45	95	11	shown	show	VERB
emaj-45	95	12	that	that	SCONJ
emaj-45	95	13	recovery	recovery	NOUN
emaj-45	95	14	satisfaction	satisfaction	NOUN
emaj-45	95	15	is	be	AUX
emaj-45	95	16	an	an	DET
emaj-45	95	17	important	important	ADJ
emaj-45	95	18	antecedent	antecedent	NOUN
emaj-45	95	19	of	of	ADP
emaj-45	95	20	customer	customer	NOUN
emaj-45	95	21	loyalty	loyalty	NOUN
emaj-45	95	22	.	.	PUNCT
emaj-45	96	1	according	accord	VERB
emaj-45	96	2	to	to	ADP
emaj-45	96	3	[	[	X
emaj-45	96	4	30	30	NUM
emaj-45	96	5	]	]	X
emaj-45	96	6	word	word	NOUN
emaj-45	96	7	of	of	ADP
emaj-45	96	8	mouth	mouth	NOUN
emaj-45	96	9	and	and	CCONJ
emaj-45	96	10	purchase	purchase	NOUN
emaj-45	96	11	intentions	intention	NOUN
emaj-45	96	12	are	be	AUX
emaj-45	96	13	the	the	DET
emaj-45	96	14	result	result	NOUN
emaj-45	96	15	of	of	ADP
emaj-45	96	16	recovery	recovery	NOUN
emaj-45	96	17	satisfaction	satisfaction	NOUN
emaj-45	96	18	showing	show	VERB
emaj-45	96	19	that	that	SCONJ
emaj-45	96	20	better	well	ADJ
emaj-45	96	21	service	service	NOUN
emaj-45	96	22	recovery	recovery	NOUN
emaj-45	96	23	has	have	VERB
emaj-45	96	24	a	a	DET
emaj-45	96	25	significant	significant	ADJ
emaj-45	96	26	effect	effect	NOUN
emaj-45	96	27	on	on	ADP
emaj-45	96	28	customer	customer	NOUN
emaj-45	96	29	loyalty	loyalty	NOUN
emaj-45	96	30	.	.	PUNCT
emaj-45	97	1	[	[	X
emaj-45	97	2	29	29	NUM
emaj-45	97	3	]	]	PUNCT
emaj-45	97	4	confirmed	confirm	VERB
emaj-45	97	5	that	that	SCONJ
emaj-45	97	6	effective	effective	ADJ
emaj-45	97	7	service	service	NOUN
emaj-45	97	8	recovery	recovery	NOUN
emaj-45	97	9	ensures	ensure	VERB
emaj-45	97	10	the	the	DET
emaj-45	97	11	longterm	longterm	ADJ
emaj-45	97	12	loyalty	loyalty	NOUN
emaj-45	97	13	of	of	ADP
emaj-45	97	14	complaining	complain	VERB
emaj-45	97	15	customer	customer	NOUN
emaj-45	97	16	.	.	PUNCT
emaj-45	98	1	therefore	therefore	ADV
emaj-45	98	2	,	,	PUNCT
emaj-45	98	3	it	it	PRON
emaj-45	98	4	is	be	AUX
emaj-45	98	5	believed	believe	VERB
emaj-45	98	6	that	that	SCONJ
emaj-45	98	7	recovery	recovery	NOUN
emaj-45	98	8	satisfaction	satisfaction	NOUN
emaj-45	98	9	has	have	VERB
emaj-45	98	10	a	a	DET
emaj-45	98	11	significant	significant	ADJ
emaj-45	98	12	relation	relation	NOUN
emaj-45	98	13	with	with	ADP
emaj-45	98	14	customer	customer	NOUN
emaj-45	98	15	loyalty	loyalty	NOUN
emaj-45	98	16	,	,	PUNCT
emaj-45	98	17	and	and	CCONJ
emaj-45	98	18	this	this	DET
emaj-45	98	19	study	study	NOUN
emaj-45	98	20	proposes	propose	VERB
emaj-45	98	21	this	this	DET
emaj-45	98	22	hypothesis	hypothesis	NOUN
emaj-45	98	23	:	:	PUNCT
emaj-45	98	24	hypothesis	hypothesis	NOUN
emaj-45	98	25	4	4	NUM
emaj-45	98	26	:	:	PUNCT
emaj-45	98	27	recovery	recovery	NOUN
emaj-45	98	28	satisfaction	satisfaction	NOUN
emaj-45	98	29	has	have	VERB
emaj-45	98	30	positive	positive	ADJ
emaj-45	98	31	relationship	relationship	NOUN
emaj-45	98	32	with	with	ADP
emaj-45	98	33	customers	customer	NOUN
emaj-45	98	34	’	'	PUNCT
emaj-45	98	35	loyalty	loyalty	NOUN
emaj-45	98	36	in	in	ADP
emaj-45	98	37	retail	retail	ADJ
emaj-45	98	38	banks	bank	NOUN
emaj-45	98	39	in	in	ADP
emaj-45	98	40	ethiopia	ethiopia	PROPN
emaj-45	98	41	.	.	PUNCT
emaj-45	99	1	4	4	X
emaj-45	99	2	.	.	X
emaj-45	99	3	research	research	NOUN
emaj-45	99	4	methodology	methodology	NOUN
emaj-45	99	5	4.1	4.1	NUM
emaj-45	99	6	.	.	PUNCT
emaj-45	100	1	sample	sample	NOUN
emaj-45	100	2	and	and	CCONJ
emaj-45	100	3	data	datum	NOUN
emaj-45	100	4	collection	collection	NOUN
emaj-45	100	5	data	datum	NOUN
emaj-45	100	6	were	be	AUX
emaj-45	100	7	collected	collect	VERB
emaj-45	100	8	from	from	ADP
emaj-45	100	9	customers	customer	NOUN
emaj-45	100	10	of	of	ADP
emaj-45	100	11	retail	retail	ADJ
emaj-45	100	12	banks	bank	NOUN
emaj-45	100	13	located	locate	VERB
emaj-45	100	14	in	in	ADP
emaj-45	100	15	addis	addis	PROPN
emaj-45	100	16	ababa	ababa	PROPN
emaj-45	100	17	,	,	PUNCT
emaj-45	100	18	ethiopia	ethiopia	PROPN
emaj-45	100	19	.	.	PUNCT
emaj-45	101	1	the	the	DET
emaj-45	101	2	only	only	ADJ
emaj-45	101	3	condition	condition	NOUN
emaj-45	101	4	for	for	ADP
emaj-45	101	5	the	the	DET
emaj-45	101	6	inclusion	inclusion	NOUN
emaj-45	101	7	of	of	ADP
emaj-45	101	8	respondents	respondent	NOUN
emaj-45	101	9	was	be	AUX
emaj-45	101	10	that	that	SCONJ
emaj-45	101	11	they	they	PRON
emaj-45	101	12	must	must	AUX
emaj-45	101	13	have	have	AUX
emaj-45	101	14	experienced	experience	VERB
emaj-45	101	15	service	service	NOUN
emaj-45	101	16	failure	failure	NOUN
emaj-45	101	17	and	and	CCONJ
emaj-45	101	18	recovered	recover	VERB
emaj-45	101	19	by	by	ADP
emaj-45	101	20	the	the	DET
emaj-45	101	21	banks	bank	NOUN
emaj-45	101	22	during	during	ADP
emaj-45	101	23	the	the	DET
emaj-45	101	24	past	past	ADJ
emaj-45	101	25	one	one	NUM
emaj-45	101	26	year	year	NOUN
emaj-45	101	27	.	.	PUNCT
emaj-45	102	1	the	the	DET
emaj-45	102	2	respondents	respondent	NOUN
emaj-45	102	3	were	be	AUX
emaj-45	102	4	approached	approach	VERB
emaj-45	102	5	at	at	ADP
emaj-45	102	6	different	different	ADJ
emaj-45	102	7	branches	branch	NOUN
emaj-45	102	8	of	of	ADP
emaj-45	102	9	retail	retail	ADJ
emaj-45	102	10	banks	bank	NOUN
emaj-45	102	11	by	by	ADP
emaj-45	102	12	20	20	NUM
emaj-45	102	13	undergraduate	undergraduate	ADJ
emaj-45	102	14	students	student	NOUN
emaj-45	102	15	of	of	ADP
emaj-45	102	16	addis	addis	PROPN
emaj-45	102	17	ababa	ababa	PROPN
emaj-45	102	18	university	university	PROPN
emaj-45	102	19	from	from	ADP
emaj-45	102	20	june	june	PROPN
emaj-45	102	21	to	to	ADP
emaj-45	102	22	july	july	PROPN
emaj-45	102	23	2012	2012	NUM
emaj-45	102	24	,	,	PUNCT
emaj-45	102	25	while	while	SCONJ
emaj-45	102	26	they	they	PRON
emaj-45	102	27	were	be	AUX
emaj-45	102	28	waiting	wait	VERB
emaj-45	102	29	for	for	ADP
emaj-45	102	30	their	their	PRON
emaj-45	102	31	services	service	NOUN
emaj-45	102	32	.	.	PUNCT
emaj-45	103	1	the	the	DET
emaj-45	103	2	instrument	instrument	NOUN
emaj-45	103	3	used	use	VERB
emaj-45	103	4	in	in	ADP
emaj-45	103	5	this	this	DET
emaj-45	103	6	study	study	NOUN
emaj-45	103	7	was	be	AUX
emaj-45	103	8	adopted	adopt	VERB
emaj-45	103	9	from	from	ADP
emaj-45	103	10	[	[	X
emaj-45	103	11	18	18	NUM
emaj-45	103	12	]	]	PUNCT
emaj-45	103	13	,	,	PUNCT
emaj-45	103	14	and	and	CCONJ
emaj-45	103	15	translated	translate	VERB
emaj-45	103	16	in	in	ADP
emaj-45	103	17	to	to	ADP
emaj-45	103	18	a	a	DET
emaj-45	103	19	local	local	ADJ
emaj-45	103	20	language	language	NOUN
emaj-45	103	21	–	–	PUNCT
emaj-45	103	22	amharic	amharic	ADJ
emaj-45	103	23	.	.	PUNCT
emaj-45	104	1	four	four	NUM
emaj-45	104	2	linguistic	linguistic	ADJ
emaj-45	104	3	professionals	professional	NOUN
emaj-45	104	4	(	(	PUNCT
emaj-45	104	5	i.e.	i.e.	X
emaj-45	104	6	two	two	NUM
emaj-45	104	7	from	from	ADP
emaj-45	104	8	english	english	PROPN
emaj-45	104	9	department	department	PROPN
emaj-45	104	10	and	and	CCONJ
emaj-45	104	11	two	two	NUM
emaj-45	104	12	from	from	ADP
emaj-45	104	13	amharic	amharic	PROPN
emaj-45	104	14	department	department	PROPN
emaj-45	104	15	)	)	PUNCT
emaj-45	104	16	were	be	AUX
emaj-45	104	17	involved	involve	VERB
emaj-45	104	18	in	in	ADP
emaj-45	104	19	the	the	DET
emaj-45	104	20	translation	translation	NOUN
emaj-45	104	21	volume	volume	NOUN
emaj-45	104	22	4	4	NUM
emaj-45	104	23	no	no	DET
emaj-45	104	24	1	1	NUM
emaj-45	104	25	(	(	PUNCT
emaj-45	104	26	2014	2014	NUM
emaj-45	104	27	)	)	PUNCT
emaj-45	104	28	|	|	ADV
emaj-45	104	29	issn	issn	VERB
emaj-45	104	30	2158	2158	NUM
emaj-45	104	31	-	-	SYM
emaj-45	104	32	8708	8708	NUM
emaj-45	104	33	(	(	PUNCT
emaj-45	104	34	online	online	NOUN
emaj-45	104	35	)	)	PUNCT
emaj-45	104	36	|	|	ADV
emaj-45	104	37	doi	doi	X
emaj-45	104	38	10.5195	10.5195	NUM
emaj-45	104	39	/	/	SYM
emaj-45	104	40	emaj.2014.45	emaj.2014.45	NOUN
emaj-45	104	41	|	|	NOUN
emaj-45	104	42	http://emaj.pitt.edu	http://emaj.pitt.edu	VERB
emaj-45	104	43	efrem	efrem	ADJ
emaj-45	104	44	sisay	sisay	ADJ
emaj-45	104	45	assefa	assefa	PROPN
emaj-45	104	46	emerging	emerge	VERB
emaj-45	104	47	markets	market	NOUN
emaj-45	104	48	journal	journal	NOUN
emaj-45	105	1	|	|	ADV
emaj-45	105	2	p	p	NOUN
emaj-45	105	3	a	a	DET
emaj-45	105	4	g	g	NOUN
emaj-45	105	5	e	e	NOUN
emaj-45	105	6	|53	|53	NOUN
emaj-45	105	7	process	process	NOUN
emaj-45	105	8	.	.	PUNCT
emaj-45	106	1	to	to	PART
emaj-45	106	2	make	make	VERB
emaj-45	106	3	sure	sure	ADJ
emaj-45	106	4	,	,	PUNCT
emaj-45	106	5	whether	whether	SCONJ
emaj-45	106	6	the	the	DET
emaj-45	106	7	translation	translation	NOUN
emaj-45	106	8	is	be	AUX
emaj-45	106	9	reliable	reliable	ADJ
emaj-45	106	10	or	or	CCONJ
emaj-45	106	11	not	not	PART
emaj-45	106	12	,	,	PUNCT
emaj-45	106	13	back	back	ADJ
emaj-45	106	14	translation	translation	NOUN
emaj-45	106	15	(	(	PUNCT
emaj-45	106	16	translation	translation	NOUN
emaj-45	106	17	re	re	NOUN
emaj-45	106	18	translation	translation	PROPN
emaj-45	106	19	)	)	PUNCT
emaj-45	106	20	was	be	AUX
emaj-45	106	21	conducted	conduct	VERB
emaj-45	106	22	and	and	CCONJ
emaj-45	106	23	the	the	DET
emaj-45	106	24	same	same	ADJ
emaj-45	106	25	meaning	meaning	NOUN
emaj-45	106	26	was	be	AUX
emaj-45	106	27	obtained	obtain	VERB
emaj-45	106	28	.	.	PUNCT
emaj-45	107	1	a	a	DET
emaj-45	107	2	total	total	NOUN
emaj-45	107	3	of	of	ADP
emaj-45	107	4	400	400	NUM
emaj-45	107	5	questionnaires	questionnaire	NOUN
emaj-45	107	6	were	be	AUX
emaj-45	107	7	collected	collect	VERB
emaj-45	107	8	from	from	ADP
emaj-45	107	9	the	the	DET
emaj-45	107	10	customers	customer	NOUN
emaj-45	107	11	of	of	ADP
emaj-45	107	12	19	19	NUM
emaj-45	107	13	retail	retail	ADJ
emaj-45	107	14	banks	bank	NOUN
emaj-45	107	15	in	in	ADP
emaj-45	107	16	addis	addis	PROPN
emaj-45	107	17	ababa	ababa	PROPN
emaj-45	107	18	,	,	PUNCT
emaj-45	107	19	ethiopia	ethiopia	PROPN
emaj-45	107	20	.	.	PUNCT
emaj-45	108	1	4.2	4.2	NUM
emaj-45	108	2	.	.	PUNCT
emaj-45	108	3	measures	measure	VERB
emaj-45	108	4	the	the	DET
emaj-45	108	5	questionnaire	questionnaire	NOUN
emaj-45	108	6	has	have	VERB
emaj-45	108	7	five	five	NUM
emaj-45	108	8	parts	part	NOUN
emaj-45	108	9	.	.	PUNCT
emaj-45	109	1	the	the	DET
emaj-45	109	2	initial	initial	ADJ
emaj-45	109	3	part	part	NOUN
emaj-45	109	4	of	of	ADP
emaj-45	109	5	the	the	DET
emaj-45	109	6	questionnaire	questionnaire	NOUN
emaj-45	109	7	requested	request	VERB
emaj-45	109	8	respondents	respondent	NOUN
emaj-45	109	9	to	to	PART
emaj-45	109	10	provide	provide	VERB
emaj-45	109	11	their	their	PRON
emaj-45	109	12	background	background	NOUN
emaj-45	109	13	information	information	NOUN
emaj-45	109	14	.	.	PUNCT
emaj-45	110	1	the	the	DET
emaj-45	110	2	second	second	ADJ
emaj-45	110	3	part	part	NOUN
emaj-45	110	4	was	be	AUX
emaj-45	110	5	intended	intend	VERB
emaj-45	110	6	to	to	PART
emaj-45	110	7	measure	measure	VERB
emaj-45	110	8	the	the	DET
emaj-45	110	9	three	three	NUM
emaj-45	110	10	dimensions	dimension	NOUN
emaj-45	110	11	of	of	ADP
emaj-45	110	12	perceived	perceive	VERB
emaj-45	110	13	justice	justice	NOUN
emaj-45	110	14	using	use	VERB
emaj-45	110	15	a	a	DET
emaj-45	110	16	seven	seven	NUM
emaj-45	110	17	point	point	NOUN
emaj-45	110	18	likert	likert	ADJ
emaj-45	110	19	scale	scale	NOUN
emaj-45	110	20	starting	start	VERB
emaj-45	110	21	from	from	ADP
emaj-45	110	22	(	(	PUNCT
emaj-45	110	23	1	1	NUM
emaj-45	110	24	)	)	PUNCT
emaj-45	110	25	“	"	PUNCT
emaj-45	110	26	strongly	strongly	ADV
emaj-45	110	27	disagree	disagree	VERB
emaj-45	110	28	”	"	PUNCT
emaj-45	110	29	to	to	ADP
emaj-45	110	30	(	(	PUNCT
emaj-45	110	31	7	7	NUM
emaj-45	110	32	)	)	PUNCT
emaj-45	110	33	“	"	PUNCT
emaj-45	110	34	strongly	strongly	ADV
emaj-45	110	35	agree	agree	VERB
emaj-45	110	36	”	"	PUNCT
emaj-45	110	37	.	.	PUNCT
emaj-45	111	1	the	the	DET
emaj-45	111	2	third	third	ADJ
emaj-45	111	3	part	part	NOUN
emaj-45	111	4	examined	examine	VERB
emaj-45	111	5	customers	customer	NOUN
emaj-45	111	6	’	'	PUNCT
emaj-45	111	7	satisfaction	satisfaction	NOUN
emaj-45	111	8	with	with	ADP
emaj-45	111	9	the	the	DET
emaj-45	111	10	bank	bank	NOUN
emaj-45	111	11	’s	’s	PART
emaj-45	111	12	recovery	recovery	NOUN
emaj-45	111	13	efforts	effort	NOUN
emaj-45	111	14	.	.	PUNCT
emaj-45	112	1	customers	customer	NOUN
emaj-45	112	2	rated	rate	VERB
emaj-45	112	3	their	their	PRON
emaj-45	112	4	satisfaction	satisfaction	NOUN
emaj-45	112	5	from	from	ADP
emaj-45	112	6	(	(	PUNCT
emaj-45	112	7	1	1	NUM
emaj-45	112	8	)	)	PUNCT
emaj-45	112	9	“	"	PUNCT
emaj-45	112	10	very	very	ADV
emaj-45	112	11	dissatisfied	dissatisfied	ADJ
emaj-45	112	12	”	"	PUNCT
emaj-45	112	13	to	to	ADP
emaj-45	112	14	(	(	PUNCT
emaj-45	112	15	7	7	NUM
emaj-45	112	16	)	)	PUNCT
emaj-45	112	17	“	"	PUNCT
emaj-45	112	18	very	very	ADV
emaj-45	112	19	satisfied	satisfied	ADJ
emaj-45	112	20	”	"	PUNCT
emaj-45	112	21	.	.	PUNCT
emaj-45	113	1	finally	finally	ADV
emaj-45	113	2	,	,	PUNCT
emaj-45	113	3	customers	customer	NOUN
emaj-45	113	4	’	'	PUNCT
emaj-45	113	5	decision	decision	NOUN
emaj-45	113	6	whether	whether	SCONJ
emaj-45	113	7	to	to	PART
emaj-45	113	8	stay	stay	VERB
emaj-45	113	9	with	with	ADP
emaj-45	113	10	the	the	DET
emaj-45	113	11	bank	bank	NOUN
emaj-45	113	12	or	or	CCONJ
emaj-45	113	13	to	to	PART
emaj-45	113	14	switch	switch	VERB
emaj-45	113	15	to	to	ADP
emaj-45	113	16	competitors	competitor	NOUN
emaj-45	113	17	was	be	AUX
emaj-45	113	18	evaluated	evaluate	VERB
emaj-45	113	19	in	in	ADP
emaj-45	113	20	the	the	DET
emaj-45	113	21	fourth	fourth	ADJ
emaj-45	113	22	part	part	NOUN
emaj-45	113	23	of	of	ADP
emaj-45	113	24	the	the	DET
emaj-45	113	25	questionnaire	questionnaire	NOUN
emaj-45	113	26	on	on	ADP
emaj-45	113	27	a	a	DET
emaj-45	113	28	seven	seven	NUM
emaj-45	113	29	point	point	NOUN
emaj-45	113	30	likert	likert	ADJ
emaj-45	113	31	scale	scale	NOUN
emaj-45	113	32	,	,	PUNCT
emaj-45	113	33	from	from	ADP
emaj-45	113	34	(	(	PUNCT
emaj-45	113	35	1	1	NUM
emaj-45	113	36	)	)	PUNCT
emaj-45	113	37	“	"	PUNCT
emaj-45	113	38	strongly	strongly	ADV
emaj-45	113	39	disagree	disagree	VERB
emaj-45	113	40	”	"	PUNCT
emaj-45	113	41	to	to	ADP
emaj-45	113	42	(	(	PUNCT
emaj-45	113	43	7	7	NUM
emaj-45	113	44	)	)	PUNCT
emaj-45	113	45	“	"	PUNCT
emaj-45	113	46	strongly	strongly	ADV
emaj-45	113	47	agree	agree	VERB
emaj-45	113	48	”	"	PUNCT
emaj-45	113	49	.	.	PUNCT
emaj-45	114	1	a	a	DET
emaj-45	114	2	total	total	NOUN
emaj-45	114	3	of	of	ADP
emaj-45	114	4	37	37	NUM
emaj-45	114	5	items	item	NOUN
emaj-45	114	6	used	use	VERB
emaj-45	114	7	to	to	PART
emaj-45	114	8	capture	capture	VERB
emaj-45	114	9	the	the	DET
emaj-45	114	10	five	five	NUM
emaj-45	114	11	constructs	construct	NOUN
emaj-45	114	12	.	.	PUNCT
emaj-45	115	1	4.3	4.3	NUM
emaj-45	115	2	.	.	PUNCT
emaj-45	115	3	validity	validity	NOUN
emaj-45	115	4	and	and	CCONJ
emaj-45	115	5	reliability	reliability	NOUN
emaj-45	115	6	the	the	DET
emaj-45	115	7	validity	validity	NOUN
emaj-45	115	8	and	and	CCONJ
emaj-45	115	9	reliability	reliability	NOUN
emaj-45	115	10	of	of	ADP
emaj-45	115	11	the	the	DET
emaj-45	115	12	instrument	instrument	NOUN
emaj-45	115	13	was	be	AUX
emaj-45	115	14	tested	test	VERB
emaj-45	115	15	using	use	VERB
emaj-45	115	16	cronbach	cronbach	NOUN
emaj-45	115	17	’s	’s	PART
emaj-45	115	18	alpha	alpha	NOUN
emaj-45	115	19	and	and	CCONJ
emaj-45	115	20	the	the	DET
emaj-45	115	21	coefficient	coefficient	NOUN
emaj-45	115	22	values	value	NOUN
emaj-45	115	23	which	which	PRON
emaj-45	115	24	was	be	AUX
emaj-45	115	25	at	at	ADP
emaj-45	115	26	0.910	0.910	NUM
emaj-45	115	27	,	,	PUNCT
emaj-45	115	28	0.90	0.90	NUM
emaj-45	115	29	,	,	PUNCT
emaj-45	115	30	0.898	0.898	NUM
emaj-45	115	31	,	,	PUNCT
emaj-45	115	32	0.96	0.96	NUM
emaj-45	115	33	and	and	CCONJ
emaj-45	115	34	0.97	0.97	NUM
emaj-45	115	35	for	for	ADP
emaj-45	115	36	procedural	procedural	ADJ
emaj-45	115	37	justice	justice	NOUN
emaj-45	115	38	,	,	PUNCT
emaj-45	115	39	interactional	interactional	ADJ
emaj-45	115	40	justice	justice	NOUN
emaj-45	115	41	,	,	PUNCT
emaj-45	115	42	distributive	distributive	ADJ
emaj-45	115	43	justice	justice	NOUN
emaj-45	115	44	,	,	PUNCT
emaj-45	115	45	recovery	recovery	NOUN
emaj-45	115	46	satisfaction	satisfaction	NOUN
emaj-45	115	47	and	and	CCONJ
emaj-45	115	48	loyalty	loyalty	NOUN
emaj-45	115	49	respectively	respectively	ADV
emaj-45	115	50	.	.	PUNCT
emaj-45	116	1	the	the	DET
emaj-45	116	2	instrument	instrument	NOUN
emaj-45	116	3	is	be	AUX
emaj-45	116	4	considered	consider	VERB
emaj-45	116	5	as	as	ADP
emaj-45	116	6	very	very	ADV
emaj-45	116	7	valid	valid	ADJ
emaj-45	116	8	,	,	PUNCT
emaj-45	116	9	reliable	reliable	ADJ
emaj-45	116	10	and	and	CCONJ
emaj-45	116	11	acceptable	acceptable	ADJ
emaj-45	116	12	as	as	SCONJ
emaj-45	116	13	the	the	DET
emaj-45	116	14	values	value	NOUN
emaj-45	116	15	are	be	AUX
emaj-45	116	16	greater	great	ADJ
emaj-45	116	17	than	than	ADP
emaj-45	116	18	0.7	0.7	NUM
emaj-45	117	1	[	[	X
emaj-45	117	2	31	31	NUM
emaj-45	117	3	]	]	SYM
emaj-45	117	4	.	.	PUNCT
emaj-45	118	1	5	5	X
emaj-45	118	2	.	.	PUNCT
emaj-45	118	3	the	the	DET
emaj-45	118	4	main	main	ADJ
emaj-45	118	5	findings	finding	NOUN
emaj-45	118	6	5.1	5.1	NUM
emaj-45	118	7	.	.	PUNCT
emaj-45	119	1	descriptive	descriptive	ADJ
emaj-45	119	2	statistics	statistic	NOUN
emaj-45	119	3	respondents	respondent	NOUN
emaj-45	119	4	’	'	PUNCT
emaj-45	119	5	demographics	demographic	NOUN
emaj-45	119	6	:	:	PUNCT
emaj-45	119	7	the	the	DET
emaj-45	119	8	total	total	ADJ
emaj-45	119	9	population	population	NOUN
emaj-45	119	10	was	be	AUX
emaj-45	119	11	composed	compose	VERB
emaj-45	119	12	of	of	ADP
emaj-45	119	13	69.2	69.2	NUM
emaj-45	119	14	%	%	NOUN
emaj-45	119	15	males	male	NOUN
emaj-45	119	16	and	and	CCONJ
emaj-45	119	17	30.8	30.8	NUM
emaj-45	119	18	%	%	NOUN
emaj-45	119	19	females	female	NOUN
emaj-45	119	20	.	.	PUNCT
emaj-45	120	1	the	the	DET
emaj-45	120	2	age	age	NOUN
emaj-45	120	3	of	of	ADP
emaj-45	120	4	the	the	DET
emaj-45	120	5	majority	majority	NOUN
emaj-45	120	6	group	group	NOUN
emaj-45	120	7	represented	represent	VERB
emaj-45	120	8	was	be	AUX
emaj-45	120	9	30	30	NUM
emaj-45	120	10	-	-	SYM
emaj-45	120	11	35	35	NUM
emaj-45	120	12	(	(	PUNCT
emaj-45	120	13	29.8	29.8	NUM
emaj-45	120	14	%	%	NOUN
emaj-45	120	15	)	)	PUNCT
emaj-45	120	16	.	.	PUNCT
emaj-45	121	1	the	the	DET
emaj-45	121	2	second	second	ADV
emaj-45	121	3	largest	large	ADJ
emaj-45	121	4	group	group	NOUN
emaj-45	121	5	was	be	AUX
emaj-45	121	6	36	36	NUM
emaj-45	121	7	-	-	SYM
emaj-45	121	8	40	40	NUM
emaj-45	121	9	(	(	PUNCT
emaj-45	121	10	28.8	28.8	NUM
emaj-45	121	11	%	%	NOUN
emaj-45	121	12	)	)	PUNCT
emaj-45	121	13	.	.	PUNCT
emaj-45	122	1	the	the	DET
emaj-45	122	2	least	least	ADJ
emaj-45	122	3	respondent	respondent	NOUN
emaj-45	122	4	group	group	NOUN
emaj-45	122	5	was	be	AUX
emaj-45	122	6	18	18	NUM
emaj-45	122	7	–	–	SYM
emaj-45	122	8	25	25	NUM
emaj-45	122	9	(	(	PUNCT
emaj-45	122	10	2.9	2.9	NUM
emaj-45	122	11	%	%	NOUN
emaj-45	122	12	)	)	PUNCT
emaj-45	122	13	.	.	PUNCT
emaj-45	123	1	the	the	DET
emaj-45	123	2	highest	high	ADJ
emaj-45	123	3	frequency	frequency	NOUN
emaj-45	123	4	monthly	monthly	ADJ
emaj-45	123	5	income	income	NOUN
emaj-45	123	6	was	be	AUX
emaj-45	123	7	1441	1441	NUM
emaj-45	123	8	–	–	PUNCT
emaj-45	123	9	2300	2300	NUM
emaj-45	123	10	(	(	PUNCT
emaj-45	123	11	35.6	35.6	NUM
emaj-45	123	12	)	)	PUNCT
emaj-45	123	13	.	.	PUNCT
emaj-45	124	1	the	the	DET
emaj-45	124	2	lowest	low	ADJ
emaj-45	124	3	frequency	frequency	NOUN
emaj-45	124	4	of	of	ADP
emaj-45	124	5	monthly	monthly	ADJ
emaj-45	124	6	income	income	NOUN
emaj-45	124	7	was	be	AUX
emaj-45	124	8	less	less	ADJ
emaj-45	124	9	than	than	ADP
emaj-45	124	10	500	500	NUM
emaj-45	124	11	(	(	PUNCT
emaj-45	124	12	7.7	7.7	NUM
emaj-45	124	13	%	%	NOUN
emaj-45	124	14	)	)	PUNCT
emaj-45	124	15	.	.	PUNCT
emaj-45	125	1	for	for	ADP
emaj-45	125	2	educational	educational	ADJ
emaj-45	125	3	level	level	NOUN
emaj-45	125	4	,	,	PUNCT
emaj-45	125	5	the	the	DET
emaj-45	125	6	highest	high	ADJ
emaj-45	125	7	number	number	NOUN
emaj-45	125	8	of	of	ADP
emaj-45	125	9	respondents	respondent	NOUN
emaj-45	125	10	had	have	AUX
emaj-45	125	11	obtained	obtain	VERB
emaj-45	125	12	university	university	NOUN
emaj-45	125	13	degrees	degree	NOUN
emaj-45	125	14	and	and	CCONJ
emaj-45	125	15	above	above	ADV
emaj-45	125	16	(	(	PUNCT
emaj-45	125	17	55.8	55.8	NUM
emaj-45	125	18	%	%	NOUN
emaj-45	125	19	)	)	PUNCT
emaj-45	125	20	,	,	PUNCT
emaj-45	125	21	whereas	whereas	SCONJ
emaj-45	125	22	only	only	ADV
emaj-45	125	23	17.3	17.3	NUM
emaj-45	125	24	%	%	NOUN
emaj-45	125	25	of	of	ADP
emaj-45	125	26	respondents	respondent	NOUN
emaj-45	125	27	had	have	VERB
emaj-45	125	28	an	an	DET
emaj-45	125	29	educational	educational	ADJ
emaj-45	125	30	level	level	NOUN
emaj-45	125	31	of	of	ADP
emaj-45	125	32	high	high	ADJ
emaj-45	125	33	school	school	NOUN
emaj-45	125	34	and	and	CCONJ
emaj-45	125	35	below	below	ADV
emaj-45	125	36	.	.	PUNCT
emaj-45	126	1	this	this	PRON
emaj-45	126	2	means	mean	VERB
emaj-45	126	3	that	that	SCONJ
emaj-45	126	4	most	most	ADJ
emaj-45	126	5	respondents	respondent	NOUN
emaj-45	126	6	in	in	ADP
emaj-45	126	7	this	this	DET
emaj-45	126	8	study	study	NOUN
emaj-45	126	9	were	be	AUX
emaj-45	126	10	well	well	ADV
emaj-45	126	11	educated	educate	VERB
emaj-45	126	12	.	.	PUNCT
emaj-45	127	1	for	for	ADP
emaj-45	127	2	occupation	occupation	NOUN
emaj-45	127	3	,	,	PUNCT
emaj-45	127	4	about	about	ADV
emaj-45	127	5	29.8	29.8	NUM
emaj-45	127	6	%	%	NOUN
emaj-45	127	7	of	of	ADP
emaj-45	127	8	the	the	DET
emaj-45	127	9	respondents	respondent	NOUN
emaj-45	127	10	were	be	AUX
emaj-45	127	11	merchants	merchant	NOUN
emaj-45	127	12	,	,	PUNCT
emaj-45	127	13	while	while	SCONJ
emaj-45	127	14	only	only	ADV
emaj-45	127	15	15.4	15.4	NUM
emaj-45	127	16	%	%	NOUN
emaj-45	127	17	of	of	ADP
emaj-45	127	18	the	the	DET
emaj-45	127	19	respondents	respondent	NOUN
emaj-45	127	20	were	be	AUX
emaj-45	127	21	teachers	teacher	NOUN
emaj-45	127	22	.	.	PUNCT
emaj-45	128	1	5.2	5.2	NUM
emaj-45	128	2	.	.	PUNCT
emaj-45	129	1	perceived	perceive	VERB
emaj-45	129	2	justice	justice	NOUN
emaj-45	129	3	and	and	CCONJ
emaj-45	129	4	recovery	recovery	NOUN
emaj-45	129	5	satisfaction	satisfaction	NOUN
emaj-45	129	6	multiple	multiple	ADJ
emaj-45	129	7	regression	regression	NOUN
emaj-45	129	8	analyses	analysis	NOUN
emaj-45	129	9	were	be	AUX
emaj-45	129	10	used	use	VERB
emaj-45	129	11	to	to	PART
emaj-45	129	12	establish	establish	VERB
emaj-45	129	13	the	the	DET
emaj-45	129	14	relationship	relationship	NOUN
emaj-45	129	15	between	between	ADP
emaj-45	129	16	perceived	perceive	VERB
emaj-45	129	17	justice	justice	NOUN
emaj-45	129	18	and	and	CCONJ
emaj-45	129	19	recovery	recovery	NOUN
emaj-45	129	20	satisfaction	satisfaction	NOUN
emaj-45	129	21	.	.	PUNCT
emaj-45	130	1	this	this	PRON
emaj-45	130	2	was	be	AUX
emaj-45	130	3	followed	follow	VERB
emaj-45	130	4	by	by	ADP
emaj-45	130	5	an	an	DET
emaj-45	130	6	examination	examination	NOUN
emaj-45	130	7	of	of	ADP
emaj-45	130	8	how	how	SCONJ
emaj-45	130	9	satisfaction	satisfaction	NOUN
emaj-45	130	10	in	in	ADP
emaj-45	130	11	turn	turn	NOUN
emaj-45	130	12	could	could	AUX
emaj-45	130	13	have	have	AUX
emaj-45	130	14	affected	affect	VERB
emaj-45	130	15	customer	customer	NOUN
emaj-45	130	16	loyalty	loyalty	NOUN
emaj-45	130	17	.	.	PUNCT
emaj-45	131	1	specifically	specifically	ADV
emaj-45	131	2	,	,	PUNCT
emaj-45	131	3	all	all	DET
emaj-45	131	4	the	the	DET
emaj-45	131	5	three	three	NUM
emaj-45	131	6	dimensions	dimension	NOUN
emaj-45	131	7	of	of	ADP
emaj-45	131	8	perceived	perceive	VERB
emaj-45	131	9	justice	justice	NOUN
emaj-45	131	10	(	(	PUNCT
emaj-45	131	11	procedural	procedural	ADJ
emaj-45	131	12	justice	justice	NOUN
emaj-45	131	13	,	,	PUNCT
emaj-45	131	14	interactional	interactional	ADJ
emaj-45	131	15	justice	justice	NOUN
emaj-45	131	16	,	,	PUNCT
emaj-45	131	17	and	and	CCONJ
emaj-45	131	18	distributive	distributive	ADJ
emaj-45	131	19	justice	justice	NOUN
emaj-45	131	20	)	)	PUNCT
emaj-45	131	21	were	be	AUX
emaj-45	131	22	regressed	regress	VERB
emaj-45	131	23	on	on	ADP
emaj-45	131	24	satisfaction	satisfaction	NOUN
emaj-45	131	25	with	with	ADP
emaj-45	131	26	service	service	NOUN
emaj-45	131	27	recovery	recovery	NOUN
emaj-45	131	28	.	.	PUNCT
emaj-45	132	1	subsequently	subsequently	ADV
emaj-45	132	2	,	,	PUNCT
emaj-45	132	3	the	the	DET
emaj-45	132	4	impact	impact	NOUN
emaj-45	132	5	of	of	ADP
emaj-45	132	6	satisfaction	satisfaction	NOUN
emaj-45	132	7	on	on	ADP
emaj-45	132	8	customer	customer	NOUN
emaj-45	132	9	loyalty	loyalty	NOUN
emaj-45	132	10	would	would	AUX
emaj-45	132	11	be	be	AUX
emaj-45	132	12	established	establish	VERB
emaj-45	132	13	.	.	PUNCT
emaj-45	133	1	the	the	DET
emaj-45	133	2	complete	complete	ADJ
emaj-45	133	3	results	result	NOUN
emaj-45	133	4	are	be	AUX
emaj-45	133	5	tabulated	tabulate	VERB
emaj-45	133	6	in	in	ADP
emaj-45	133	7	table	table	NOUN
emaj-45	133	8	i.	i.	NOUN
emaj-45	133	9	the	the	DET
emaj-45	133	10	coefficient	coefficient	NOUN
emaj-45	133	11	of	of	ADP
emaj-45	133	12	determination	determination	NOUN
emaj-45	133	13	(	(	PUNCT
emaj-45	133	14	r2	r2	PROPN
emaj-45	133	15	)	)	PUNCT
emaj-45	133	16	of	of	ADP
emaj-45	133	17	the	the	DET
emaj-45	133	18	first	first	ADJ
emaj-45	133	19	regression	regression	NOUN
emaj-45	133	20	model	model	NOUN
emaj-45	133	21	was	be	AUX
emaj-45	133	22	0.837	0.837	NUM
emaj-45	133	23	,	,	PUNCT
emaj-45	133	24	suggesting	suggest	VERB
emaj-45	133	25	a	a	DET
emaj-45	133	26	very	very	ADV
emaj-45	133	27	good	good	ADJ
emaj-45	133	28	fit	fit	NOUN
emaj-45	133	29	of	of	ADP
emaj-45	133	30	the	the	DET
emaj-45	133	31	model	model	NOUN
emaj-45	133	32	.	.	PUNCT
emaj-45	134	1	this	this	PRON
emaj-45	134	2	confirms	confirm	VERB
emaj-45	134	3	that	that	SCONJ
emaj-45	134	4	,	,	PUNCT
emaj-45	134	5	recovery	recovery	NOUN
emaj-45	134	6	satisfaction	satisfaction	NOUN
emaj-45	134	7	was	be	AUX
emaj-45	134	8	significantly	significantly	ADV
emaj-45	134	9	affected	affect	VERB
emaj-45	134	10	by	by	ADP
emaj-45	134	11	the	the	DET
emaj-45	134	12	three	three	NUM
emaj-45	134	13	dimensions	dimension	NOUN
emaj-45	134	14	of	of	ADP
emaj-45	134	15	perceived	perceive	VERB
emaj-45	134	16	justice	justice	NOUN
emaj-45	134	17	(	(	PUNCT
emaj-45	134	18	procedural	procedural	ADJ
emaj-45	134	19	justice	justice	NOUN
emaj-45	134	20	,	,	PUNCT
emaj-45	134	21	interactional	interactional	ADJ
emaj-45	134	22	justice	justice	NOUN
emaj-45	134	23	,	,	PUNCT
emaj-45	134	24	and	and	CCONJ
emaj-45	134	25	distributive	distributive	ADJ
emaj-45	134	26	justice	justice	NOUN
emaj-45	134	27	)	)	PUNCT
emaj-45	134	28	.	.	PUNCT
emaj-45	135	1	in	in	ADP
emaj-45	135	2	other	other	ADJ
emaj-45	135	3	words	word	NOUN
emaj-45	135	4	83.7	83.7	NUM
emaj-45	135	5	%	%	NOUN
emaj-45	135	6	of	of	ADP
emaj-45	135	7	the	the	DET
emaj-45	135	8	variation	variation	NOUN
emaj-45	135	9	on	on	ADP
emaj-45	135	10	recovery	recovery	NOUN
emaj-45	135	11	satisfaction	satisfaction	NOUN
emaj-45	135	12	is	be	AUX
emaj-45	135	13	explained	explain	VERB
emaj-45	135	14	by	by	ADP
emaj-45	135	15	the	the	DET
emaj-45	135	16	three	three	NUM
emaj-45	135	17	dimensions	dimension	NOUN
emaj-45	135	18	of	of	ADP
emaj-45	135	19	the	the	DET
emaj-45	135	20	perceived	perceive	VERB
emaj-45	135	21	justice	justice	NOUN
emaj-45	135	22	and	and	CCONJ
emaj-45	135	23	the	the	DET
emaj-45	135	24	remaining	remain	VERB
emaj-45	135	25	16.3	16.3	NUM
emaj-45	135	26	%	%	NOUN
emaj-45	135	27	of	of	ADP
emaj-45	135	28	the	the	DET
emaj-45	135	29	variance	variance	NOUN
emaj-45	135	30	on	on	ADP
emaj-45	135	31	recovery	recovery	NOUN
emaj-45	135	32	satisfaction	satisfaction	NOUN
emaj-45	135	33	was	be	AUX
emaj-45	135	34	due	due	ADJ
emaj-45	135	35	to	to	ADP
emaj-45	135	36	unidentified	unidentified	ADJ
emaj-45	135	37	factors	factor	NOUN
emaj-45	135	38	.	.	PUNCT
emaj-45	136	1	the	the	DET
emaj-45	136	2	t	t	PROPN
emaj-45	136	3	–	–	PUNCT
emaj-45	136	4	values	value	NOUN
emaj-45	136	5	were	be	AUX
emaj-45	136	6	respectively	respectively	ADV
emaj-45	136	7	,	,	PUNCT
emaj-45	136	8	20.509	20.509	NUM
emaj-45	136	9	,	,	PUNCT
emaj-45	136	10	22.116	22.116	NUM
emaj-45	136	11	,	,	PUNCT
emaj-45	136	12	17.275	17.275	NUM
emaj-45	136	13	.	.	PUNCT
emaj-45	137	1	these	these	DET
emaj-45	137	2	values	value	NOUN
emaj-45	137	3	suggest	suggest	VERB
emaj-45	137	4	that	that	SCONJ
emaj-45	137	5	each	each	DET
emaj-45	137	6	dimension	dimension	NOUN
emaj-45	137	7	of	of	ADP
emaj-45	137	8	the	the	DET
emaj-45	137	9	perceived	perceive	VERB
emaj-45	137	10	justice	justice	NOUN
emaj-45	137	11	independently	independently	ADV
emaj-45	137	12	affect	affect	VERB
emaj-45	137	13	recovery	recovery	NOUN
emaj-45	137	14	satisfaction	satisfaction	NOUN
emaj-45	137	15	(	(	PUNCT
emaj-45	137	16	t	t	X
emaj-45	137	17	>	>	X
emaj-45	137	18	2	2	NUM
emaj-45	137	19	)	)	PUNCT
emaj-45	138	1	[	[	X
emaj-45	138	2	30	30	NUM
emaj-45	138	3	]	]	PUNCT
emaj-45	138	4	.	.	PUNCT
emaj-45	139	1	the	the	DET
emaj-45	139	2	value	value	NOUN
emaj-45	139	3	of	of	ADP
emaj-45	139	4	vif	vif	NOUN
emaj-45	139	5	(	(	PUNCT
emaj-45	139	6	variance	variance	NOUN
emaj-45	139	7	inflated	inflate	VERB
emaj-45	139	8	factors	factor	NOUN
emaj-45	139	9	)	)	PUNCT
emaj-45	139	10	for	for	ADP
emaj-45	139	11	all	all	DET
emaj-45	139	12	dimensions	dimension	NOUN
emaj-45	139	13	was	be	AUX
emaj-45	139	14	1.000	1.000	NUM
emaj-45	139	15	indicating	indicate	VERB
emaj-45	139	16	the	the	DET
emaj-45	139	17	non	non	NOUN
emaj-45	139	18	-	-	NOUN
emaj-45	139	19	existence	existence	NOUN
emaj-45	139	20	of	of	ADP
emaj-45	139	21	co	co	NOUN
emaj-45	139	22	-	-	NOUN
emaj-45	139	23	linearity	linearity	NOUN
emaj-45	139	24	.	.	PUNCT
emaj-45	140	1	the	the	DET
emaj-45	140	2	standard	standard	ADJ
emaj-45	140	3	beta	beta	ADJ
emaj-45	140	4	coefficients	coefficient	NOUN
emaj-45	140	5	were	be	AUX
emaj-45	140	6	respectively	respectively	ADV
emaj-45	140	7	,	,	PUNCT
emaj-45	140	8	0.897	0.897	NUM
emaj-45	140	9	,	,	PUNCT
emaj-45	140	10	0.910	0.910	NUM
emaj-45	140	11	,	,	PUNCT
emaj-45	140	12	and	and	CCONJ
emaj-45	140	13	volume	volume	NOUN
emaj-45	140	14	4	4	NUM
emaj-45	140	15	no	no	DET
emaj-45	140	16	1	1	NUM
emaj-45	140	17	(	(	PUNCT
emaj-45	140	18	2014	2014	NUM
emaj-45	140	19	)	)	PUNCT
emaj-45	140	20	|	|	ADV
emaj-45	140	21	issn	issn	VERB
emaj-45	140	22	2158	2158	NUM
emaj-45	140	23	-	-	SYM
emaj-45	140	24	8708	8708	NUM
emaj-45	140	25	(	(	PUNCT
emaj-45	140	26	online	online	NOUN
emaj-45	140	27	)	)	PUNCT
emaj-45	140	28	|	|	ADV
emaj-45	140	29	doi	doi	X
emaj-45	140	30	10.5195	10.5195	NUM
emaj-45	140	31	/	/	SYM
emaj-45	140	32	emaj.2014.45	emaj.2014.45	NOUN
emaj-45	140	33	|	|	ADV
emaj-45	140	34	http://emaj.pitt.edu	http://emaj.pitt.edu	VERB
emaj-45	140	35	the	the	DET
emaj-45	140	36	effects	effect	NOUN
emaj-45	140	37	of	of	ADP
emaj-45	140	38	justice	justice	NOUN
emaj-45	140	39	oriented	orient	VERB
emaj-45	140	40	service	service	NOUN
emaj-45	140	41	recovery	recovery	NOUN
emaj-45	140	42	on	on	ADP
emaj-45	140	43	customer	customer	NOUN
emaj-45	140	44	satisfaction	satisfaction	NOUN
emaj-45	140	45	and	and	CCONJ
emaj-45	140	46	loyalty	loyalty	NOUN
emaj-45	140	47	in	in	ADP
emaj-45	140	48	retail	retail	ADJ
emaj-45	140	49	banks	bank	NOUN
emaj-45	140	50	in	in	ADP
emaj-45	140	51	ethiopia	ethiopia	PROPN
emaj-45	140	52	page	page	NOUN
emaj-45	140	53	|54|	|54|	AUX
emaj-45	140	54	emerging	emerge	VERB
emaj-45	140	55	markets	market	NOUN
emaj-45	140	56	journal	journal	NOUN
emaj-45	140	57	0.863	0.863	NUM
emaj-45	140	58	.	.	PUNCT
emaj-45	141	1	these	these	PRON
emaj-45	141	2	confirm	confirm	VERB
emaj-45	141	3	that	that	SCONJ
emaj-45	141	4	interactional	interactional	ADJ
emaj-45	141	5	justice	justice	NOUN
emaj-45	141	6	makes	make	VERB
emaj-45	141	7	the	the	DET
emaj-45	141	8	strongest	strong	ADJ
emaj-45	141	9	contribution	contribution	NOUN
emaj-45	141	10	while	while	SCONJ
emaj-45	141	11	distributive	distributive	ADJ
emaj-45	141	12	justice	justice	NOUN
emaj-45	141	13	contributes	contribute	VERB
emaj-45	141	14	less	less	ADJ
emaj-45	141	15	.	.	PUNCT
emaj-45	142	1	5.3	5.3	NUM
emaj-45	142	2	.	.	PUNCT
emaj-45	142	3	recovery	recovery	NOUN
emaj-45	142	4	satisfaction	satisfaction	NOUN
emaj-45	142	5	and	and	CCONJ
emaj-45	142	6	customer	customer	NOUN
emaj-45	142	7	loyalty	loyalty	NOUN
emaj-45	142	8	consequently	consequently	ADV
emaj-45	142	9	,	,	PUNCT
emaj-45	142	10	how	how	SCONJ
emaj-45	142	11	recovery	recovery	NOUN
emaj-45	142	12	satisfaction	satisfaction	NOUN
emaj-45	142	13	could	could	AUX
emaj-45	142	14	have	have	AUX
emaj-45	142	15	affected	affect	VERB
emaj-45	142	16	customer	customer	NOUN
emaj-45	142	17	loyalty	loyalty	NOUN
emaj-45	142	18	was	be	AUX
emaj-45	142	19	examined	examine	VERB
emaj-45	142	20	.	.	PUNCT
emaj-45	143	1	the	the	DET
emaj-45	143	2	regression	regression	NOUN
emaj-45	143	3	analysis	analysis	NOUN
emaj-45	143	4	result	result	NOUN
emaj-45	143	5	indicates	indicate	VERB
emaj-45	143	6	that	that	SCONJ
emaj-45	143	7	recovery	recovery	NOUN
emaj-45	143	8	satisfaction	satisfaction	NOUN
emaj-45	143	9	affects	affect	VERB
emaj-45	143	10	customer	customer	NOUN
emaj-45	143	11	loyalty	loyalty	NOUN
emaj-45	143	12	.	.	PUNCT
emaj-45	144	1	the	the	DET
emaj-45	144	2	r2	r2	PROPN
emaj-45	144	3	value	value	NOUN
emaj-45	144	4	was	be	AUX
emaj-45	144	5	0.237	0.237	NUM
emaj-45	144	6	indicating	indicate	VERB
emaj-45	144	7	recovery	recovery	NOUN
emaj-45	144	8	satisfactions	satisfaction	NOUN
emaj-45	144	9	was	be	AUX
emaj-45	144	10	able	able	ADJ
emaj-45	144	11	to	to	PART
emaj-45	144	12	explain	explain	VERB
emaj-45	144	13	23.7	23.7	NUM
emaj-45	144	14	%	%	NOUN
emaj-45	144	15	of	of	ADP
emaj-45	144	16	the	the	DET
emaj-45	144	17	variance	variance	NOUN
emaj-45	144	18	.	.	PUNCT
emaj-45	145	1	this	this	PRON
emaj-45	145	2	confirms	confirm	VERB
emaj-45	145	3	that	that	SCONJ
emaj-45	145	4	,	,	PUNCT
emaj-45	145	5	its	its	PRON
emaj-45	145	6	effect	effect	NOUN
emaj-45	145	7	is	be	AUX
emaj-45	145	8	not	not	PART
emaj-45	145	9	strong	strong	ADJ
emaj-45	145	10	because	because	SCONJ
emaj-45	145	11	76.3	76.3	NUM
emaj-45	145	12	%	%	NOUN
emaj-45	145	13	of	of	ADP
emaj-45	145	14	the	the	DET
emaj-45	145	15	variation	variation	NOUN
emaj-45	145	16	on	on	ADP
emaj-45	145	17	loyalty	loyalty	NOUN
emaj-45	145	18	explained	explain	VERB
emaj-45	145	19	by	by	ADP
emaj-45	145	20	other	other	ADJ
emaj-45	145	21	factors	factor	NOUN
emaj-45	145	22	.	.	PUNCT
emaj-45	146	1	the	the	DET
emaj-45	146	2	t	t	PROPN
emaj-45	146	3	value	value	NOUN
emaj-45	146	4	was	be	AUX
emaj-45	146	5	5.627	5.627	NUM
emaj-45	146	6	.	.	PUNCT
emaj-45	147	1	this	this	PRON
emaj-45	147	2	indicates	indicate	VERB
emaj-45	147	3	that	that	SCONJ
emaj-45	147	4	customer	customer	NOUN
emaj-45	147	5	satisfaction	satisfaction	NOUN
emaj-45	147	6	independently	independently	ADV
emaj-45	147	7	affects	affect	VERB
emaj-45	147	8	customer	customer	NOUN
emaj-45	147	9	loyalty	loyalty	NOUN
emaj-45	147	10	(	(	PUNCT
emaj-45	147	11	t	t	X
emaj-45	147	12	>	>	X
emaj-45	147	13	2	2	NUM
emaj-45	147	14	)	)	PUNCT
emaj-45	148	1	[	[	X
emaj-45	148	2	31	31	NUM
emaj-45	148	3	]	]	PUNCT
emaj-45	148	4	.	.	PUNCT
emaj-45	149	1	the	the	DET
emaj-45	149	2	value	value	NOUN
emaj-45	149	3	of	of	ADP
emaj-45	149	4	vif	vif	NOUN
emaj-45	149	5	is	be	AUX
emaj-45	149	6	1.000	1.000	NUM
emaj-45	149	7	,	,	PUNCT
emaj-45	149	8	implied	imply	VERB
emaj-45	149	9	the	the	DET
emaj-45	149	10	non	non	NOUN
emaj-45	149	11	-	-	NOUN
emaj-45	149	12	existence	existence	NOUN
emaj-45	149	13	of	of	ADP
emaj-45	149	14	co	co	NOUN
emaj-45	149	15	-	-	NOUN
emaj-45	149	16	linearity	linearity	NOUN
emaj-45	149	17	.	.	PUNCT
emaj-45	150	1	6	6	X
emaj-45	150	2	.	.	X
emaj-45	150	3	hypotheses	hypothesis	NOUN
emaj-45	150	4	testing	test	VERB
emaj-45	150	5	hypothesis	hypothesis	NOUN
emaj-45	150	6	1	1	NUM
emaj-45	150	7	:	:	PUNCT
emaj-45	150	8	predicted	predict	VERB
emaj-45	150	9	procedural	procedural	ADJ
emaj-45	150	10	justice	justice	NOUN
emaj-45	150	11	has	have	VERB
emaj-45	150	12	positive	positive	ADJ
emaj-45	150	13	relationship	relationship	NOUN
emaj-45	150	14	with	with	ADP
emaj-45	150	15	recovery	recovery	NOUN
emaj-45	150	16	satisfaction	satisfaction	NOUN
emaj-45	150	17	in	in	ADP
emaj-45	150	18	retail	retail	ADJ
emaj-45	150	19	banks	bank	NOUN
emaj-45	150	20	in	in	ADP
emaj-45	150	21	ethiopia	ethiopia	PROPN
emaj-45	150	22	.	.	PUNCT
emaj-45	151	1	findings	finding	NOUN
emaj-45	151	2	of	of	ADP
emaj-45	151	3	the	the	DET
emaj-45	151	4	regression	regression	NOUN
emaj-45	151	5	analysis	analysis	NOUN
emaj-45	151	6	show	show	VERB
emaj-45	151	7	that	that	SCONJ
emaj-45	151	8	procedural	procedural	ADJ
emaj-45	151	9	justice	justice	NOUN
emaj-45	151	10	has	have	VERB
emaj-45	151	11	significant	significant	ADJ
emaj-45	151	12	and	and	CCONJ
emaj-45	151	13	positive	positive	ADJ
emaj-45	151	14	relationship	relationship	NOUN
emaj-45	151	15	with	with	ADP
emaj-45	151	16	recovery	recovery	NOUN
emaj-45	151	17	satisfaction	satisfaction	NOUN
emaj-45	151	18	(	(	PUNCT
emaj-45	151	19	β	β	X
emaj-45	151	20	=	=	SYM
emaj-45	151	21	0.897	0.897	NUM
emaj-45	151	22	,	,	PUNCT
emaj-45	151	23	p	p	X
emaj-45	151	24	<	<	X
emaj-45	151	25	0.01	0.01	NUM
emaj-45	151	26	)	)	PUNCT
emaj-45	151	27	.	.	PUNCT
emaj-45	152	1	hence	hence	ADV
emaj-45	152	2	,	,	PUNCT
emaj-45	152	3	h1	h1	PROPN
emaj-45	152	4	is	be	AUX
emaj-45	152	5	supported	support	VERB
emaj-45	152	6	.	.	PUNCT
emaj-45	153	1	hypothesis	hypothesis	NOUN
emaj-45	153	2	2	2	NUM
emaj-45	153	3	:	:	PUNCT
emaj-45	153	4	predicted	predict	VERB
emaj-45	153	5	interactional	interactional	ADJ
emaj-45	153	6	justice	justice	NOUN
emaj-45	153	7	has	have	VERB
emaj-45	153	8	positive	positive	ADJ
emaj-45	153	9	relationship	relationship	NOUN
emaj-45	153	10	with	with	ADP
emaj-45	153	11	recovery	recovery	NOUN
emaj-45	153	12	satisfaction	satisfaction	NOUN
emaj-45	153	13	in	in	ADP
emaj-45	153	14	retail	retail	ADJ
emaj-45	153	15	banks	bank	NOUN
emaj-45	153	16	in	in	ADP
emaj-45	153	17	ethiopia	ethiopia	PROPN
emaj-45	153	18	.	.	PUNCT
emaj-45	154	1	findings	finding	NOUN
emaj-45	154	2	of	of	ADP
emaj-45	154	3	the	the	DET
emaj-45	154	4	regression	regression	NOUN
emaj-45	154	5	analysis	analysis	NOUN
emaj-45	154	6	show	show	VERB
emaj-45	154	7	that	that	SCONJ
emaj-45	154	8	interactional	interactional	ADJ
emaj-45	154	9	justice	justice	NOUN
emaj-45	154	10	has	have	VERB
emaj-45	154	11	significant	significant	ADJ
emaj-45	154	12	and	and	CCONJ
emaj-45	154	13	positive	positive	ADJ
emaj-45	154	14	relationship	relationship	NOUN
emaj-45	154	15	with	with	ADP
emaj-45	154	16	recovery	recovery	NOUN
emaj-45	154	17	satisfaction	satisfaction	NOUN
emaj-45	154	18	(	(	PUNCT
emaj-45	154	19	β	β	X
emaj-45	154	20	=	=	PUNCT
emaj-45	154	21	0.910	0.910	NUM
emaj-45	154	22	,	,	PUNCT
emaj-45	154	23	p	p	X
emaj-45	154	24	<	<	X
emaj-45	154	25	0.01	0.01	NUM
emaj-45	154	26	)	)	PUNCT
emaj-45	154	27	.	.	PUNCT
emaj-45	155	1	thus	thus	ADV
emaj-45	155	2	,	,	PUNCT
emaj-45	155	3	h2	h2	PROPN
emaj-45	155	4	is	be	AUX
emaj-45	155	5	supported	support	VERB
emaj-45	155	6	.	.	PUNCT
emaj-45	156	1	hypothesis	hypothesis	NOUN
emaj-45	156	2	3	3	NUM
emaj-45	156	3	:	:	PUNCT
emaj-45	156	4	predicted	predict	VERB
emaj-45	156	5	distributive	distributive	ADJ
emaj-45	156	6	justice	justice	NOUN
emaj-45	156	7	has	have	VERB
emaj-45	156	8	positive	positive	ADJ
emaj-45	156	9	relationship	relationship	NOUN
emaj-45	156	10	with	with	ADP
emaj-45	156	11	recovery	recovery	NOUN
emaj-45	156	12	satisfaction	satisfaction	NOUN
emaj-45	156	13	in	in	ADP
emaj-45	156	14	retail	retail	ADJ
emaj-45	156	15	banks	bank	NOUN
emaj-45	156	16	in	in	ADP
emaj-45	156	17	ethiopia	ethiopia	PROPN
emaj-45	156	18	.	.	PUNCT
emaj-45	157	1	findings	finding	NOUN
emaj-45	157	2	of	of	ADP
emaj-45	157	3	regression	regression	NOUN
emaj-45	157	4	analysis	analysis	NOUN
emaj-45	157	5	suggest	suggest	VERB
emaj-45	157	6	that	that	SCONJ
emaj-45	157	7	distributive	distributive	ADJ
emaj-45	157	8	justice	justice	NOUN
emaj-45	157	9	is	be	AUX
emaj-45	157	10	also	also	ADV
emaj-45	157	11	positively	positively	ADV
emaj-45	157	12	related	relate	VERB
emaj-45	157	13	to	to	ADP
emaj-45	157	14	recovery	recovery	NOUN
emaj-45	157	15	satisfaction	satisfaction	NOUN
emaj-45	157	16	(	(	PUNCT
emaj-45	157	17	β	β	X
emaj-45	157	18	=	=	PUNCT
emaj-45	157	19	0.863	0.863	NUM
emaj-45	157	20	,	,	PUNCT
emaj-45	157	21	p	p	X
emaj-45	157	22	<	<	X
emaj-45	157	23	0.01	0.01	NUM
emaj-45	157	24	)	)	PUNCT
emaj-45	157	25	.	.	PUNCT
emaj-45	158	1	hence	hence	ADV
emaj-45	158	2	,	,	PUNCT
emaj-45	158	3	h3	h3	NOUN
emaj-45	158	4	is	be	AUX
emaj-45	158	5	supported	support	VERB
emaj-45	158	6	.	.	PUNCT
emaj-45	159	1	hypothesis	hypothesis	NOUN
emaj-45	159	2	4	4	NUM
emaj-45	159	3	:	:	PUNCT
emaj-45	159	4	predicted	predict	VERB
emaj-45	159	5	recovery	recovery	NOUN
emaj-45	159	6	satisfaction	satisfaction	NOUN
emaj-45	159	7	positively	positively	ADV
emaj-45	159	8	related	relate	VERB
emaj-45	159	9	with	with	ADP
emaj-45	159	10	customer	customer	NOUN
emaj-45	159	11	loyalty	loyalty	NOUN
emaj-45	159	12	in	in	ADP
emaj-45	159	13	retail	retail	ADJ
emaj-45	159	14	banks	bank	NOUN
emaj-45	159	15	in	in	ADP
emaj-45	159	16	ethiopia	ethiopia	PROPN
emaj-45	159	17	.	.	PUNCT
emaj-45	160	1	analysis	analysis	NOUN
emaj-45	160	2	of	of	ADP
emaj-45	160	3	the	the	DET
emaj-45	160	4	data	datum	NOUN
emaj-45	160	5	also	also	ADV
emaj-45	160	6	indicated	indicate	VERB
emaj-45	160	7	that	that	SCONJ
emaj-45	160	8	service	service	NOUN
emaj-45	160	9	recovery	recovery	NOUN
emaj-45	160	10	satisfaction	satisfaction	NOUN
emaj-45	160	11	positively	positively	ADV
emaj-45	160	12	related	relate	VERB
emaj-45	160	13	to	to	ADP
emaj-45	160	14	customer	customer	NOUN
emaj-45	160	15	loyalty	loyalty	NOUN
emaj-45	160	16	(	(	PUNCT
emaj-45	160	17	β	β	X
emaj-45	160	18	=	=	PUNCT
emaj-45	160	19	0.487	0.487	NUM
emaj-45	160	20	,	,	PUNCT
emaj-45	160	21	p	p	X
emaj-45	160	22	<	<	X
emaj-45	160	23	0.01	0.01	NUM
emaj-45	160	24	)	)	PUNCT
emaj-45	160	25	.	.	PUNCT
emaj-45	161	1	hence	hence	ADV
emaj-45	161	2	,	,	PUNCT
emaj-45	161	3	h4	h4	PROPN
emaj-45	161	4	is	be	AUX
emaj-45	161	5	supported	support	VERB
emaj-45	161	6	.	.	PUNCT
emaj-45	162	1	however	however	ADV
emaj-45	162	2	,	,	PUNCT
emaj-45	162	3	as	as	SCONJ
emaj-45	162	4	it	it	PRON
emaj-45	162	5	is	be	AUX
emaj-45	162	6	shown	show	VERB
emaj-45	162	7	in	in	ADP
emaj-45	162	8	table	table	NOUN
emaj-45	162	9	1	1	NUM
emaj-45	162	10	above	above	ADP
emaj-45	162	11	recovery	recovery	NOUN
emaj-45	162	12	satisfaction	satisfaction	NOUN
emaj-45	162	13	has	have	AUX
emaj-45	162	14	not	not	PART
emaj-45	162	15	strong	strong	ADJ
emaj-45	162	16	positive	positive	ADJ
emaj-45	162	17	relationship	relationship	NOUN
emaj-45	162	18	with	with	ADP
emaj-45	162	19	customer	customer	NOUN
emaj-45	162	20	loyalty	loyalty	NOUN
emaj-45	162	21	,	,	PUNCT
emaj-45	162	22	(	(	PUNCT
emaj-45	162	23	r2	r2	PROPN
emaj-45	162	24	=	=	NOUN
emaj-45	162	25	0.237	0.237	NUM
emaj-45	162	26	)	)	PUNCT
emaj-45	162	27	implied	imply	VERB
emaj-45	162	28	,	,	PUNCT
emaj-45	162	29	only	only	ADV
emaj-45	162	30	23.7	23.7	NUM
emaj-45	162	31	%	%	NOUN
emaj-45	162	32	of	of	ADP
emaj-45	162	33	the	the	DET
emaj-45	162	34	variation	variation	NOUN
emaj-45	162	35	on	on	ADP
emaj-45	162	36	loyalty	loyalty	NOUN
emaj-45	162	37	explained	explain	VERB
emaj-45	162	38	by	by	ADP
emaj-45	162	39	recovery	recovery	NOUN
emaj-45	162	40	satisfaction	satisfaction	NOUN
emaj-45	162	41	.	.	PUNCT
emaj-45	163	1	7	7	X
emaj-45	163	2	.	.	X
emaj-45	163	3	discussions	discussion	NOUN
emaj-45	163	4	and	and	CCONJ
emaj-45	163	5	conclusions	conclusion	NOUN
emaj-45	163	6	the	the	DET
emaj-45	163	7	findings	finding	NOUN
emaj-45	163	8	of	of	ADP
emaj-45	163	9	this	this	DET
emaj-45	163	10	study	study	NOUN
emaj-45	163	11	confirm	confirm	VERB
emaj-45	163	12	that	that	SCONJ
emaj-45	163	13	interactional	interactional	ADJ
emaj-45	163	14	justice	justice	NOUN
emaj-45	163	15	has	have	VERB
emaj-45	163	16	significant	significant	ADJ
emaj-45	163	17	and	and	CCONJ
emaj-45	163	18	positive	positive	ADJ
emaj-45	163	19	relationship	relationship	NOUN
emaj-45	163	20	volume	volume	NOUN
emaj-45	163	21	4	4	NUM
emaj-45	163	22	no	no	DET
emaj-45	163	23	1	1	NUM
emaj-45	163	24	(	(	PUNCT
emaj-45	163	25	2014	2014	NUM
emaj-45	163	26	)	)	PUNCT
emaj-45	163	27	|	|	ADV
emaj-45	163	28	issn	issn	VERB
emaj-45	163	29	2158	2158	NUM
emaj-45	163	30	-	-	SYM
emaj-45	163	31	8708	8708	NUM
emaj-45	163	32	(	(	PUNCT
emaj-45	163	33	online	online	NOUN
emaj-45	163	34	)	)	PUNCT
emaj-45	163	35	|	|	ADV
emaj-45	163	36	doi	doi	X
emaj-45	163	37	10.5195	10.5195	NUM
emaj-45	163	38	/	/	SYM
emaj-45	163	39	emaj.2014.45	emaj.2014.45	NOUN
emaj-45	163	40	|	|	NOUN
emaj-45	163	41	http://emaj.pitt.edu	http://emaj.pitt.edu	VERB
emaj-45	163	42	efrem	efrem	ADJ
emaj-45	163	43	sisay	sisay	ADJ
emaj-45	163	44	assefa	assefa	PROPN
emaj-45	163	45	emerging	emerge	VERB
emaj-45	163	46	markets	market	NOUN
emaj-45	163	47	journal	journal	NOUN
emaj-45	163	48	|	|	ADV
emaj-45	163	49	p	p	NOUN
emaj-45	163	50	a	a	DET
emaj-45	163	51	g	g	NOUN
emaj-45	163	52	e	e	NOUN
emaj-45	163	53	|55	|55	NOUN
emaj-45	163	54	with	with	ADP
emaj-45	163	55	recovery	recovery	NOUN
emaj-45	163	56	satisfaction	satisfaction	NOUN
emaj-45	163	57	.	.	PUNCT
emaj-45	164	1	compared	compare	VERB
emaj-45	164	2	to	to	ADP
emaj-45	164	3	other	other	ADJ
emaj-45	164	4	dimensions	dimension	NOUN
emaj-45	164	5	of	of	ADP
emaj-45	164	6	perceived	perceive	VERB
emaj-45	164	7	justice	justice	NOUN
emaj-45	164	8	,	,	PUNCT
emaj-45	164	9	interactional	interactional	ADJ
emaj-45	164	10	justice	justice	NOUN
emaj-45	164	11	has	have	VERB
emaj-45	164	12	the	the	DET
emaj-45	164	13	biggest	big	ADJ
emaj-45	164	14	effect	effect	NOUN
emaj-45	164	15	on	on	ADP
emaj-45	164	16	satisfaction	satisfaction	NOUN
emaj-45	164	17	implying	imply	VERB
emaj-45	164	18	that	that	SCONJ
emaj-45	164	19	customers	customer	NOUN
emaj-45	164	20	view	view	VERB
emaj-45	164	21	empathy	empathy	NOUN
emaj-45	164	22	,	,	PUNCT
emaj-45	164	23	politeness	politeness	ADJ
emaj-45	164	24	,	,	PUNCT
emaj-45	164	25	effort	effort	NOUN
emaj-45	164	26	,	,	PUNCT
emaj-45	164	27	explanation	explanation	NOUN
emaj-45	164	28	during	during	ADP
emaj-45	164	29	the	the	DET
emaj-45	164	30	interaction	interaction	NOUN
emaj-45	164	31	with	with	ADP
emaj-45	164	32	the	the	DET
emaj-45	164	33	service	service	NOUN
emaj-45	164	34	provider	provider	NOUN
emaj-45	164	35	in	in	ADP
emaj-45	164	36	the	the	DET
emaj-45	164	37	provision	provision	NOUN
emaj-45	164	38	of	of	ADP
emaj-45	164	39	financial	financial	ADJ
emaj-45	164	40	services	service	NOUN
emaj-45	164	41	to	to	PART
emaj-45	164	42	be	be	AUX
emaj-45	164	43	the	the	DET
emaj-45	164	44	most	most	ADV
emaj-45	164	45	important	important	ADJ
emaj-45	164	46	component	component	NOUN
emaj-45	164	47	.	.	PUNCT
emaj-45	165	1	this	this	DET
emaj-45	165	2	finding	finding	NOUN
emaj-45	165	3	is	be	AUX
emaj-45	165	4	consistent	consistent	ADJ
emaj-45	165	5	with	with	ADP
emaj-45	165	6	results	result	NOUN
emaj-45	165	7	of	of	ADP
emaj-45	165	8	previous	previous	ADJ
emaj-45	165	9	studies	study	NOUN
emaj-45	165	10	suggesting	suggest	VERB
emaj-45	165	11	that	that	SCONJ
emaj-45	165	12	recovery	recovery	NOUN
emaj-45	165	13	satisfaction	satisfaction	NOUN
emaj-45	165	14	increase	increase	NOUN
emaj-45	165	15	when	when	SCONJ
emaj-45	165	16	higher	high	ADJ
emaj-45	165	17	level	level	NOUN
emaj-45	165	18	of	of	ADP
emaj-45	165	19	interactional	interactional	ADJ
emaj-45	165	20	justice	justice	NOUN
emaj-45	165	21	is	be	AUX
emaj-45	165	22	experienced	experience	VERB
emaj-45	165	23	;	;	PUNCT
emaj-45	165	24	e.g.	e.g.	ADV
emaj-45	165	25	,	,	PUNCT
emaj-45	165	26	[	[	X
emaj-45	165	27	32	32	NUM
emaj-45	165	28	]	]	PUNCT
emaj-45	165	29	reported	report	VERB
emaj-45	165	30	that	that	SCONJ
emaj-45	165	31	customers	customer	NOUN
emaj-45	165	32	were	be	AUX
emaj-45	165	33	more	more	ADV
emaj-45	165	34	satisfied	satisfied	ADJ
emaj-45	165	35	when	when	SCONJ
emaj-45	165	36	service	service	NOUN
emaj-45	165	37	providers	provider	NOUN
emaj-45	165	38	were	be	AUX
emaj-45	165	39	friendly	friendly	ADJ
emaj-45	165	40	and	and	CCONJ
emaj-45	165	41	polite	polite	ADJ
emaj-45	165	42	.	.	PUNCT
emaj-45	166	1	procedural	procedural	ADJ
emaj-45	166	2	justice	justice	NOUN
emaj-45	166	3	and	and	CCONJ
emaj-45	166	4	distributive	distributive	ADJ
emaj-45	166	5	justice	justice	NOUN
emaj-45	166	6	are	be	AUX
emaj-45	166	7	also	also	ADV
emaj-45	166	8	significantly	significantly	ADV
emaj-45	166	9	and	and	CCONJ
emaj-45	166	10	positively	positively	ADV
emaj-45	166	11	related	relate	VERB
emaj-45	166	12	to	to	ADP
emaj-45	166	13	satisfaction	satisfaction	NOUN
emaj-45	166	14	with	with	ADP
emaj-45	166	15	recovery	recovery	NOUN
emaj-45	166	16	satisfaction	satisfaction	NOUN
emaj-45	166	17	.	.	PUNCT
emaj-45	167	1	this	this	DET
emaj-45	167	2	finding	finding	NOUN
emaj-45	167	3	is	be	AUX
emaj-45	167	4	consistent	consistent	ADJ
emaj-45	167	5	with	with	ADP
emaj-45	167	6	that	that	PRON
emaj-45	167	7	reported	report	VERB
emaj-45	167	8	by	by	ADP
emaj-45	167	9	different	different	ADJ
emaj-45	167	10	prior	prior	ADJ
emaj-45	167	11	researchers	researcher	NOUN
emaj-45	167	12	where	where	SCONJ
emaj-45	167	13	procedural	procedural	ADJ
emaj-45	167	14	and	and	CCONJ
emaj-45	167	15	distributive	distributive	ADJ
emaj-45	167	16	justices	justice	NOUN
emaj-45	167	17	were	be	AUX
emaj-45	167	18	found	find	VERB
emaj-45	167	19	to	to	PART
emaj-45	167	20	be	be	AUX
emaj-45	167	21	positively	positively	ADV
emaj-45	167	22	related	relate	VERB
emaj-45	167	23	to	to	ADP
emaj-45	167	24	recovery	recovery	NOUN
emaj-45	167	25	satisfaction	satisfaction	NOUN
emaj-45	167	26	.	.	PUNCT
emaj-45	168	1	for	for	ADP
emaj-45	168	2	instance	instance	NOUN
emaj-45	168	3	,	,	PUNCT
emaj-45	168	4	[	[	X
emaj-45	168	5	10	10	NUM
emaj-45	168	6	]	]	PUNCT
emaj-45	168	7	found	find	VERB
emaj-45	168	8	that	that	SCONJ
emaj-45	168	9	hotel	hotel	NOUN
emaj-45	168	10	guests	guest	NOUN
emaj-45	168	11	who	who	PRON
emaj-45	168	12	perceived	perceive	VERB
emaj-45	168	13	the	the	DET
emaj-45	168	14	hotel	hotel	NOUN
emaj-45	168	15	’s	’s	PART
emaj-45	168	16	recovery	recovery	NOUN
emaj-45	168	17	procedures	procedure	NOUN
emaj-45	168	18	to	to	PART
emaj-45	168	19	be	be	AUX
emaj-45	168	20	fair	fair	ADJ
emaj-45	168	21	were	be	AUX
emaj-45	168	22	more	more	ADV
emaj-45	168	23	likely	likely	ADJ
emaj-45	168	24	to	to	PART
emaj-45	168	25	be	be	AUX
emaj-45	168	26	satisfied	satisfied	ADJ
emaj-45	168	27	with	with	ADP
emaj-45	168	28	the	the	DET
emaj-45	168	29	outcomes	outcome	NOUN
emaj-45	168	30	of	of	ADP
emaj-45	168	31	the	the	DET
emaj-45	168	32	recovery	recovery	NOUN
emaj-45	168	33	.	.	PUNCT
emaj-45	169	1	[	[	X
emaj-45	169	2	30	30	NUM
emaj-45	169	3	]	]	PUNCT
emaj-45	169	4	found	find	VERB
emaj-45	169	5	distributive	distributive	ADJ
emaj-45	169	6	justice	justice	NOUN
emaj-45	169	7	is	be	AUX
emaj-45	169	8	significantly	significantly	ADV
emaj-45	169	9	and	and	CCONJ
emaj-45	169	10	positively	positively	ADV
emaj-45	169	11	related	relate	VERB
emaj-45	169	12	to	to	ADP
emaj-45	169	13	satisfaction	satisfaction	NOUN
emaj-45	169	14	with	with	ADP
emaj-45	169	15	service	service	NOUN
emaj-45	169	16	recovery	recovery	NOUN
emaj-45	169	17	and	and	CCONJ
emaj-45	169	18	customers	customer	NOUN
emaj-45	169	19	view	view	VERB
emaj-45	169	20	fairness	fairness	NOUN
emaj-45	169	21	of	of	ADP
emaj-45	169	22	outcome	outcome	NOUN
emaj-45	169	23	in	in	ADP
emaj-45	169	24	the	the	DET
emaj-45	169	25	provision	provision	NOUN
emaj-45	169	26	of	of	ADP
emaj-45	169	27	mobile	mobile	ADJ
emaj-45	169	28	phone	phone	NOUN
emaj-45	169	29	service	service	NOUN
emaj-45	169	30	to	to	PART
emaj-45	169	31	be	be	AUX
emaj-45	169	32	the	the	DET
emaj-45	169	33	most	most	ADV
emaj-45	169	34	important	important	ADJ
emaj-45	169	35	component	component	NOUN
emaj-45	169	36	.	.	PUNCT
emaj-45	170	1	similarly	similarly	ADV
emaj-45	170	2	,	,	PUNCT
emaj-45	170	3	[	[	X
emaj-45	170	4	2,10	2,10	X
emaj-45	170	5	]	]	PUNCT
emaj-45	170	6	had	have	AUX
emaj-45	170	7	come	come	VERB
emaj-45	170	8	up	up	ADP
emaj-45	170	9	with	with	ADP
emaj-45	170	10	similar	similar	ADJ
emaj-45	170	11	findings	finding	NOUN
emaj-45	170	12	.	.	PUNCT
emaj-45	171	1	findings	finding	NOUN
emaj-45	171	2	also	also	ADV
emaj-45	171	3	indicated	indicate	VERB
emaj-45	171	4	that	that	SCONJ
emaj-45	171	5	satisfaction	satisfaction	NOUN
emaj-45	171	6	with	with	ADP
emaj-45	171	7	recovery	recovery	NOUN
emaj-45	171	8	is	be	AUX
emaj-45	171	9	positively	positively	ADV
emaj-45	171	10	related	relate	VERB
emaj-45	171	11	to	to	ADP
emaj-45	171	12	loyalty	loyalty	NOUN
emaj-45	171	13	.	.	PUNCT
emaj-45	172	1	[	[	X
emaj-45	172	2	30	30	NUM
emaj-45	172	3	]	]	PUNCT
emaj-45	172	4	affirmed	affirm	VERB
emaj-45	172	5	that	that	SCONJ
emaj-45	172	6	the	the	DET
emaj-45	172	7	extent	extent	NOUN
emaj-45	172	8	of	of	ADP
emaj-45	172	9	the	the	DET
emaj-45	172	10	impact	impact	NOUN
emaj-45	172	11	of	of	ADP
emaj-45	172	12	recovery	recovery	NOUN
emaj-45	172	13	satisfaction	satisfaction	NOUN
emaj-45	172	14	on	on	ADP
emaj-45	172	15	customer	customer	NOUN
emaj-45	172	16	loyalty	loyalty	NOUN
emaj-45	172	17	is	be	AUX
emaj-45	172	18	not	not	PART
emaj-45	172	19	strong	strong	ADJ
emaj-45	172	20	.	.	PUNCT
emaj-45	173	1	in	in	ADP
emaj-45	173	2	contrast	contrast	NOUN
emaj-45	173	3	,	,	PUNCT
emaj-45	173	4	[	[	X
emaj-45	173	5	32	32	NUM
emaj-45	173	6	]	]	PUNCT
emaj-45	173	7	found	find	VERB
emaj-45	173	8	that	that	PRON
emaj-45	173	9	satisfaction	satisfaction	NOUN
emaj-45	173	10	with	with	ADP
emaj-45	173	11	service	service	NOUN
emaj-45	173	12	recovery	recovery	NOUN
emaj-45	173	13	had	have	VERB
emaj-45	173	14	strong	strong	ADJ
emaj-45	173	15	impact	impact	NOUN
emaj-45	173	16	on	on	ADP
emaj-45	173	17	customer	customer	NOUN
emaj-45	173	18	loyalty	loyalty	NOUN
emaj-45	173	19	.	.	PUNCT
emaj-45	174	1	the	the	DET
emaj-45	174	2	finding	finding	NOUN
emaj-45	174	3	of	of	ADP
emaj-45	174	4	this	this	DET
emaj-45	174	5	study	study	NOUN
emaj-45	174	6	is	be	AUX
emaj-45	174	7	similar	similar	ADJ
emaj-45	174	8	with	with	ADP
emaj-45	174	9	that	that	PRON
emaj-45	174	10	discovered	discover	VERB
emaj-45	174	11	by	by	ADP
emaj-45	174	12	[	[	X
emaj-45	174	13	30	30	NUM
emaj-45	174	14	]	]	PUNCT
emaj-45	174	15	.	.	PUNCT
emaj-45	175	1	this	this	DET
emaj-45	175	2	study	study	NOUN
emaj-45	175	3	reveals	reveal	VERB
emaj-45	175	4	that	that	SCONJ
emaj-45	175	5	,	,	PUNCT
emaj-45	175	6	recovery	recovery	NOUN
emaj-45	175	7	satisfaction	satisfaction	NOUN
emaj-45	175	8	has	have	AUX
emaj-45	175	9	moderate	moderate	ADJ
emaj-45	175	10	positive	positive	ADJ
emaj-45	175	11	relationship	relationship	NOUN
emaj-45	175	12	with	with	ADP
emaj-45	175	13	customer	customer	NOUN
emaj-45	175	14	loyalty	loyalty	NOUN
emaj-45	175	15	.	.	PUNCT
emaj-45	176	1	this	this	PRON
emaj-45	176	2	is	be	AUX
emaj-45	176	3	due	due	ADJ
emaj-45	176	4	to	to	ADP
emaj-45	176	5	the	the	DET
emaj-45	176	6	perceived	perceive	VERB
emaj-45	176	7	risk	risk	NOUN
emaj-45	176	8	involved	involve	VERB
emaj-45	176	9	in	in	ADP
emaj-45	176	10	the	the	DET
emaj-45	176	11	consumer	consumer	NOUN
emaj-45	176	12	decision	decision	NOUN
emaj-45	176	13	-	-	PUNCT
emaj-45	176	14	making	make	VERB
emaj-45	176	15	process	process	NOUN
emaj-45	176	16	.	.	PUNCT
emaj-45	177	1	because	because	SCONJ
emaj-45	177	2	services	service	NOUN
emaj-45	177	3	are	be	AUX
emaj-45	177	4	intangible	intangible	ADJ
emaj-45	177	5	and	and	CCONJ
emaj-45	177	6	non	non	ADJ
emaj-45	177	7	-	-	ADJ
emaj-45	177	8	standard	standard	ADJ
emaj-45	177	9	,	,	PUNCT
emaj-45	177	10	more	more	ADJ
emaj-45	177	11	risk	risk	NOUN
emaj-45	177	12	would	would	AUX
emaj-45	177	13	appear	appear	VERB
emaj-45	177	14	to	to	PART
emaj-45	177	15	be	be	AUX
emaj-45	177	16	involved	involve	VERB
emaj-45	177	17	in	in	ADP
emaj-45	177	18	the	the	DET
emaj-45	177	19	purchase	purchase	NOUN
emaj-45	177	20	of	of	ADP
emaj-45	177	21	service	service	NOUN
emaj-45	177	22	than	than	ADP
emaj-45	177	23	the	the	DET
emaj-45	177	24	purchase	purchase	NOUN
emaj-45	177	25	of	of	ADP
emaj-45	177	26	goods	good	NOUN
emaj-45	177	27	[	[	X
emaj-45	177	28	3	3	NUM
emaj-45	177	29	]	]	PUNCT
emaj-45	177	30	.	.	PUNCT
emaj-45	178	1	due	due	ADP
emaj-45	178	2	to	to	ADP
emaj-45	178	3	this	this	DET
emaj-45	178	4	reason	reason	NOUN
emaj-45	178	5	,	,	PUNCT
emaj-45	178	6	not	not	PART
emaj-45	178	7	all	all	PRON
emaj-45	178	8	dissatisfied	dissatisfied	ADJ
emaj-45	178	9	customer	customer	NOUN
emaj-45	178	10	defect	defect	NOUN
emaj-45	178	11	to	to	ADP
emaj-45	178	12	competitors	competitor	NOUN
emaj-45	178	13	.	.	PUNCT
emaj-45	179	1	8	8	X
emaj-45	179	2	.	.	X
emaj-45	179	3	implications	implication	NOUN
emaj-45	179	4	several	several	ADJ
emaj-45	179	5	important	important	ADJ
emaj-45	179	6	managerial	managerial	ADJ
emaj-45	179	7	implications	implication	NOUN
emaj-45	179	8	emerge	emerge	VERB
emaj-45	179	9	from	from	ADP
emaj-45	179	10	this	this	DET
emaj-45	179	11	study	study	NOUN
emaj-45	179	12	.	.	PUNCT
emaj-45	180	1	first	first	ADV
emaj-45	180	2	,	,	PUNCT
emaj-45	180	3	the	the	DET
emaj-45	180	4	importance	importance	NOUN
emaj-45	180	5	of	of	ADP
emaj-45	180	6	justice	justice	NOUN
emaj-45	180	7	oriented	orient	VERB
emaj-45	180	8	service	service	NOUN
emaj-45	180	9	recovery	recovery	NOUN
emaj-45	180	10	can	can	AUX
emaj-45	180	11	not	not	PART
emaj-45	180	12	be	be	AUX
emaj-45	180	13	disregarded	disregard	VERB
emaj-45	180	14	.	.	PUNCT
emaj-45	181	1	in	in	ADP
emaj-45	181	2	the	the	DET
emaj-45	181	3	case	case	NOUN
emaj-45	181	4	of	of	ADP
emaj-45	181	5	the	the	DET
emaj-45	181	6	provision	provision	NOUN
emaj-45	181	7	of	of	ADP
emaj-45	181	8	financial	financial	ADJ
emaj-45	181	9	services	service	NOUN
emaj-45	181	10	,	,	PUNCT
emaj-45	181	11	it	it	PRON
emaj-45	181	12	is	be	AUX
emaj-45	181	13	noted	note	VERB
emaj-45	181	14	that	that	SCONJ
emaj-45	181	15	in	in	ADP
emaj-45	181	16	the	the	DET
emaj-45	181	17	case	case	NOUN
emaj-45	181	18	of	of	ADP
emaj-45	181	19	service	service	NOUN
emaj-45	181	20	recovery	recovery	NOUN
emaj-45	181	21	,	,	PUNCT
emaj-45	181	22	customers	customer	NOUN
emaj-45	181	23	are	be	AUX
emaj-45	181	24	more	more	ADV
emaj-45	181	25	particular	particular	ADJ
emaj-45	181	26	of	of	ADP
emaj-45	181	27	the	the	DET
emaj-45	181	28	interaction	interaction	NOUN
emaj-45	181	29	although	although	SCONJ
emaj-45	181	30	they	they	PRON
emaj-45	181	31	also	also	ADV
emaj-45	181	32	care	care	VERB
emaj-45	181	33	for	for	ADP
emaj-45	181	34	procedural	procedural	ADJ
emaj-45	181	35	and	and	CCONJ
emaj-45	181	36	distributive	distributive	ADJ
emaj-45	181	37	justice	justice	NOUN
emaj-45	181	38	.	.	PUNCT
emaj-45	182	1	some	some	PRON
emaj-45	182	2	of	of	ADP
emaj-45	182	3	the	the	DET
emaj-45	182	4	interactions	interaction	NOUN
emaj-45	182	5	looked	look	VERB
emaj-45	182	6	out	out	ADP
emaj-45	182	7	by	by	ADP
emaj-45	182	8	the	the	DET
emaj-45	182	9	respondents	respondent	NOUN
emaj-45	182	10	“	"	PUNCT
emaj-45	182	11	very	very	ADV
emaj-45	182	12	concerned	concerned	ADJ
emaj-45	182	13	employees	employee	NOUN
emaj-45	182	14	to	to	ADP
emaj-45	182	15	my	my	PRON
emaj-45	182	16	problem	problem	NOUN
emaj-45	182	17	”	"	PUNCT
emaj-45	182	18	,	,	PUNCT
emaj-45	182	19	“	"	PUNCT
emaj-45	182	20	polite	polite	ADJ
emaj-45	182	21	employees	employee	NOUN
emaj-45	182	22	”	"	PUNCT
emaj-45	182	23	,	,	PUNCT
emaj-45	182	24	“	"	PUNCT
emaj-45	182	25	a	a	DET
emaj-45	182	26	reasonable	reasonable	ADJ
emaj-45	182	27	explanation	explanation	NOUN
emaj-45	182	28	as	as	ADP
emaj-45	182	29	to	to	ADP
emaj-45	182	30	why	why	SCONJ
emaj-45	182	31	the	the	DET
emaj-45	182	32	original	original	ADJ
emaj-45	182	33	problem	problem	NOUN
emaj-45	182	34	occurred	occur	VERB
emaj-45	182	35	”	"	PUNCT
emaj-45	182	36	,	,	PUNCT
emaj-45	182	37	and	and	CCONJ
emaj-45	182	38	so	so	ADV
emaj-45	182	39	on	on	ADV
emaj-45	182	40	.	.	PUNCT
emaj-45	183	1	similarly	similarly	ADV
emaj-45	183	2	,	,	PUNCT
emaj-45	183	3	retail	retail	ADJ
emaj-45	183	4	banks	bank	NOUN
emaj-45	183	5	should	should	AUX
emaj-45	183	6	train	train	VERB
emaj-45	183	7	their	their	PRON
emaj-45	183	8	employees	employee	NOUN
emaj-45	183	9	,	,	PUNCT
emaj-45	183	10	specially	specially	ADV
emaj-45	183	11	,	,	PUNCT
emaj-45	183	12	frontline	frontline	NOUN
emaj-45	183	13	employees	employee	NOUN
emaj-45	183	14	to	to	PART
emaj-45	183	15	effectively	effectively	ADV
emaj-45	183	16	handle	handle	VERB
emaj-45	183	17	customers	customer	NOUN
emaj-45	183	18	complaints	complaint	NOUN
emaj-45	183	19	because	because	SCONJ
emaj-45	183	20	front	front	ADJ
emaj-45	183	21	line	line	NOUN
emaj-45	183	22	employees	employee	NOUN
emaj-45	183	23	(	(	PUNCT
emaj-45	183	24	tellers	teller	NOUN
emaj-45	183	25	)	)	PUNCT
emaj-45	183	26	are	be	AUX
emaj-45	183	27	easy	easy	ADJ
emaj-45	183	28	to	to	PART
emaj-45	183	29	access	access	VERB
emaj-45	183	30	and	and	CCONJ
emaj-45	183	31	customers	customer	NOUN
emaj-45	183	32	can	can	AUX
emaj-45	183	33	voice	voice	VERB
emaj-45	183	34	their	their	PRON
emaj-45	183	35	complaints	complaint	NOUN
emaj-45	183	36	with	with	ADP
emaj-45	183	37	a	a	DET
emaj-45	183	38	minimum	minimum	ADJ
emaj-45	183	39	effort	effort	NOUN
emaj-45	183	40	.	.	PUNCT
emaj-45	184	1	second	second	ADJ
emaj-45	184	2	,	,	PUNCT
emaj-45	184	3	although	although	SCONJ
emaj-45	184	4	,	,	PUNCT
emaj-45	184	5	satisfaction	satisfaction	NOUN
emaj-45	184	6	with	with	ADP
emaj-45	184	7	service	service	NOUN
emaj-45	184	8	recovery	recovery	NOUN
emaj-45	184	9	positively	positively	ADV
emaj-45	184	10	related	relate	VERB
emaj-45	184	11	to	to	ADP
emaj-45	184	12	loyalty	loyalty	NOUN
emaj-45	184	13	,	,	PUNCT
emaj-45	184	14	it	it	PRON
emaj-45	184	15	is	be	AUX
emaj-45	184	16	not	not	PART
emaj-45	184	17	strong	strong	ADJ
emaj-45	184	18	.	.	PUNCT
emaj-45	185	1	this	this	PRON
emaj-45	185	2	implies	imply	VERB
emaj-45	185	3	volume	volume	NOUN
emaj-45	185	4	4	4	NUM
emaj-45	185	5	no	no	DET
emaj-45	185	6	1	1	NUM
emaj-45	185	7	(	(	PUNCT
emaj-45	185	8	2014	2014	NUM
emaj-45	185	9	)	)	PUNCT
emaj-45	185	10	|	|	ADV
emaj-45	185	11	issn	issn	VERB
emaj-45	185	12	2158	2158	NUM
emaj-45	185	13	-	-	SYM
emaj-45	185	14	8708	8708	NUM
emaj-45	185	15	(	(	PUNCT
emaj-45	185	16	online	online	NOUN
emaj-45	185	17	)	)	PUNCT
emaj-45	185	18	|	|	ADV
emaj-45	185	19	doi	doi	X
emaj-45	185	20	10.5195	10.5195	NUM
emaj-45	185	21	/	/	SYM
emaj-45	185	22	emaj.2014.45	emaj.2014.45	NOUN
emaj-45	185	23	|	|	ADV
emaj-45	185	24	http://emaj.pitt.edu	http://emaj.pitt.edu	VERB
emaj-45	185	25	the	the	DET
emaj-45	185	26	effects	effect	NOUN
emaj-45	185	27	of	of	ADP
emaj-45	185	28	justice	justice	NOUN
emaj-45	185	29	oriented	orient	VERB
emaj-45	185	30	service	service	NOUN
emaj-45	185	31	recovery	recovery	NOUN
emaj-45	185	32	on	on	ADP
emaj-45	185	33	customer	customer	NOUN
emaj-45	185	34	satisfaction	satisfaction	NOUN
emaj-45	185	35	and	and	CCONJ
emaj-45	185	36	loyalty	loyalty	NOUN
emaj-45	185	37	in	in	ADP
emaj-45	185	38	retail	retail	ADJ
emaj-45	185	39	banks	bank	NOUN
emaj-45	185	40	in	in	ADP
emaj-45	185	41	ethiopia	ethiopia	PROPN
emaj-45	185	42	page	page	NOUN
emaj-45	185	43	|56|	|56|	NOUN
emaj-45	185	44	emerging	emerge	VERB
emaj-45	185	45	markets	market	NOUN
emaj-45	185	46	journal	journal	NOUN
emaj-45	185	47	that	that	SCONJ
emaj-45	185	48	retail	retail	ADJ
emaj-45	185	49	banks	bank	NOUN
emaj-45	185	50	should	should	AUX
emaj-45	185	51	explore	explore	VERB
emaj-45	185	52	and	and	CCONJ
emaj-45	185	53	implement	implement	VERB
emaj-45	185	54	other	other	ADJ
emaj-45	185	55	factors	factor	NOUN
emaj-45	185	56	that	that	PRON
emaj-45	185	57	could	could	AUX
emaj-45	185	58	have	have	VERB
emaj-45	185	59	strong	strong	ADJ
emaj-45	185	60	impact	impact	NOUN
emaj-45	185	61	on	on	ADP
emaj-45	185	62	customer	customer	NOUN
emaj-45	185	63	loyalty	loyalty	NOUN
emaj-45	185	64	.	.	PUNCT
emaj-45	186	1	9	9	X
emaj-45	186	2	.	.	NUM
emaj-45	186	3	limitations	limitation	NOUN
emaj-45	186	4	and	and	CCONJ
emaj-45	186	5	future	future	ADJ
emaj-45	186	6	research	research	NOUN
emaj-45	186	7	although	although	SCONJ
emaj-45	186	8	the	the	DET
emaj-45	186	9	research	research	NOUN
emaj-45	186	10	findings	finding	NOUN
emaj-45	186	11	add	add	VERB
emaj-45	186	12	something	something	PRON
emaj-45	186	13	on	on	ADP
emaj-45	186	14	the	the	DET
emaj-45	186	15	existing	exist	VERB
emaj-45	186	16	stock	stock	NOUN
emaj-45	186	17	of	of	ADP
emaj-45	186	18	knowledge	knowledge	NOUN
emaj-45	186	19	,	,	PUNCT
emaj-45	186	20	especially	especially	ADV
emaj-45	186	21	,	,	PUNCT
emaj-45	186	22	on	on	ADP
emaj-45	186	23	how	how	SCONJ
emaj-45	186	24	justice	justice	NOUN
emaj-45	186	25	oriented	orient	VERB
emaj-45	186	26	service	service	NOUN
emaj-45	186	27	recovery	recovery	NOUN
emaj-45	186	28	affects	affect	VERB
emaj-45	186	29	recovery	recovery	NOUN
emaj-45	186	30	satisfaction	satisfaction	NOUN
emaj-45	186	31	and	and	CCONJ
emaj-45	186	32	loyalty	loyalty	NOUN
emaj-45	186	33	in	in	ADP
emaj-45	186	34	retail	retail	ADJ
emaj-45	186	35	banks	bank	NOUN
emaj-45	186	36	,	,	PUNCT
emaj-45	186	37	this	this	DET
emaj-45	186	38	study	study	NOUN
emaj-45	186	39	just	just	ADV
emaj-45	186	40	like	like	ADP
emaj-45	186	41	other	other	ADJ
emaj-45	186	42	studies	study	NOUN
emaj-45	186	43	suffers	suffer	VERB
emaj-45	186	44	from	from	ADP
emaj-45	186	45	several	several	ADJ
emaj-45	186	46	limitations	limitation	NOUN
emaj-45	186	47	.	.	PUNCT
emaj-45	187	1	the	the	DET
emaj-45	187	2	study	study	NOUN
emaj-45	187	3	is	be	AUX
emaj-45	187	4	conducted	conduct	VERB
emaj-45	187	5	based	base	VERB
emaj-45	187	6	on	on	ADP
emaj-45	187	7	the	the	DET
emaj-45	187	8	data	datum	NOUN
emaj-45	187	9	obtained	obtain	VERB
emaj-45	187	10	from	from	ADP
emaj-45	187	11	a	a	DET
emaj-45	187	12	single	single	ADJ
emaj-45	187	13	source	source	NOUN
emaj-45	187	14	(	(	PUNCT
emaj-45	187	15	i.e.	i.e.	X
emaj-45	187	16	customers	customer	NOUN
emaj-45	187	17	)	)	PUNCT
emaj-45	187	18	.	.	PUNCT
emaj-45	188	1	however	however	ADV
emaj-45	188	2	,	,	PUNCT
emaj-45	188	3	it	it	PRON
emaj-45	188	4	would	would	AUX
emaj-45	188	5	be	be	AUX
emaj-45	188	6	better	well	ADJ
emaj-45	188	7	if	if	SCONJ
emaj-45	188	8	multiple	multiple	ADJ
emaj-45	188	9	sources	source	NOUN
emaj-45	188	10	(	(	PUNCT
emaj-45	188	11	i.e.	i.e.	X
emaj-45	188	12	both	both	DET
emaj-45	188	13	customers	customer	NOUN
emaj-45	188	14	and	and	CCONJ
emaj-45	188	15	managers	manager	NOUN
emaj-45	188	16	)	)	PUNCT
emaj-45	188	17	were	be	AUX
emaj-45	188	18	used	use	VERB
emaj-45	188	19	.	.	PUNCT
emaj-45	189	1	this	this	DET
emaj-45	189	2	study	study	NOUN
emaj-45	189	3	is	be	AUX
emaj-45	189	4	conducted	conduct	VERB
emaj-45	189	5	on	on	ADP
emaj-45	189	6	only	only	ADV
emaj-45	189	7	one	one	NUM
emaj-45	189	8	industry	industry	NOUN
emaj-45	189	9	(	(	PUNCT
emaj-45	189	10	the	the	DET
emaj-45	189	11	retail	retail	ADJ
emaj-45	189	12	banking	banking	NOUN
emaj-45	189	13	industry	industry	NOUN
emaj-45	189	14	)	)	PUNCT
emaj-45	189	15	,	,	PUNCT
emaj-45	189	16	it	it	PRON
emaj-45	189	17	would	would	AUX
emaj-45	189	18	be	be	AUX
emaj-45	189	19	better	well	ADJ
emaj-45	189	20	to	to	PART
emaj-45	189	21	investigate	investigate	VERB
emaj-45	189	22	if	if	SCONJ
emaj-45	189	23	customers	customer	NOUN
emaj-45	189	24	of	of	ADP
emaj-45	189	25	other	other	ADJ
emaj-45	189	26	services	service	NOUN
emaj-45	189	27	would	would	AUX
emaj-45	189	28	display	display	VERB
emaj-45	189	29	the	the	DET
emaj-45	189	30	same	same	ADJ
emaj-45	189	31	behavior	behavior	NOUN
emaj-45	189	32	.	.	PUNCT
emaj-45	190	1	references	reference	NOUN
emaj-45	190	2	adams	adams	PROPN
emaj-45	190	3	,	,	PUNCT
emaj-45	190	4	j.s	j.s	PROPN
emaj-45	190	5	.	.	PUNCT
emaj-45	191	1	(	(	PUNCT
emaj-45	191	2	1965	1965	NUM
emaj-45	191	3	)	)	PUNCT
emaj-45	191	4	,	,	PUNCT
emaj-45	191	5	“	"	PUNCT
emaj-45	191	6	inequity	inequity	NOUN
emaj-45	191	7	in	in	ADP
emaj-45	191	8	social	social	ADJ
emaj-45	191	9	exchange	exchange	NOUN
emaj-45	191	10	”	"	PUNCT
emaj-45	191	11	,	,	PUNCT
emaj-45	191	12	in	in	ADP
emaj-45	191	13	berkowitz	berkowitz	PROPN
emaj-45	191	14	,	,	PUNCT
emaj-45	191	15	l.	l.	PROPN
emaj-45	191	16	(	(	PUNCT
emaj-45	191	17	ed	ed	NOUN
emaj-45	191	18	.	.	PUNCT
emaj-45	191	19	)	)	PUNCT
emaj-45	191	20	,	,	PUNCT
emaj-45	191	21	advances	advance	VERB
emaj-45	191	22	in	in	ADP
emaj-45	191	23	experimental	experimental	ADJ
emaj-45	191	24	social	social	ADJ
emaj-45	191	25	psychology	psychology	NOUN
emaj-45	191	26	,	,	PUNCT
emaj-45	191	27	vol	vol	NOUN
emaj-45	191	28	.	.	PROPN
emaj-45	191	29	2	2	NUM
emaj-45	191	30	,	,	PUNCT
emaj-45	191	31	academic	academic	ADJ
emaj-45	191	32	press	press	NOUN
emaj-45	191	33	,	,	PUNCT
emaj-45	191	34	new	new	PROPN
emaj-45	191	35	york	york	PROPN
emaj-45	191	36	,	,	PUNCT
emaj-45	191	37	ny	ny	PROPN
emaj-45	191	38	,	,	PUNCT
emaj-45	191	39	pp	pp	PROPN
emaj-45	191	40	.	.	PUNCT
emaj-45	192	1	267	267	NUM
emaj-45	192	2	-	-	SYM
emaj-45	192	3	299	299	NUM
emaj-45	192	4	.	.	PUNCT
emaj-45	193	1	alexander	alexander	PROPN
emaj-45	193	2	,	,	PUNCT
emaj-45	193	3	e.	e.	PROPN
emaj-45	193	4	c.	c.	PROPN
emaj-45	193	5	(	(	PUNCT
emaj-45	193	6	2002	2002	NUM
emaj-45	193	7	)	)	PUNCT
emaj-45	193	8	,	,	PUNCT
emaj-45	193	9	“	"	PUNCT
emaj-45	193	10	consumer	consumer	NOUN
emaj-45	193	11	reactions	reaction	NOUN
emaj-45	193	12	to	to	ADP
emaj-45	193	13	unethical	unethical	ADJ
emaj-45	193	14	service	service	NOUN
emaj-45	193	15	recovery	recovery	NOUN
emaj-45	193	16	”	"	PUNCT
emaj-45	193	17	,	,	PUNCT
emaj-45	193	18	journal	journal	NOUN
emaj-45	193	19	of	of	ADP
emaj-45	193	20	business	business	NOUN
emaj-45	193	21	ethics	ethic	NOUN
emaj-45	193	22	,	,	PUNCT
emaj-45	193	23	36	36	NUM
emaj-45	193	24	(	(	PUNCT
emaj-45	193	25	3	3	NUM
emaj-45	193	26	)	)	PUNCT
emaj-45	193	27	,	,	PUNCT
emaj-45	193	28	223	223	NUM
emaj-45	193	29	-	-	SYM
emaj-45	193	30	237	237	NUM
emaj-45	193	31	.	.	PUNCT
emaj-45	194	1	blodgett	blodgett	PROPN
emaj-45	194	2	,	,	PUNCT
emaj-45	194	3	j.g	j.g	PROPN
emaj-45	194	4	.	.	PROPN
emaj-45	194	5	,	,	PUNCT
emaj-45	194	6	hill	hill	PROPN
emaj-45	194	7	,	,	PUNCT
emaj-45	194	8	d.	d.	PROPN
emaj-45	194	9	j.	j.	PROPN
emaj-45	194	10	and	and	CCONJ
emaj-45	194	11	tax	tax	NOUN
emaj-45	194	12	,	,	PUNCT
emaj-45	194	13	s.	s.	PROPN
emaj-45	194	14	s.	s.	PROPN
emaj-45	194	15	(	(	PUNCT
emaj-45	194	16	1997	1997	NUM
emaj-45	194	17	)	)	PUNCT
emaj-45	194	18	,	,	PUNCT
emaj-45	194	19	“	"	PUNCT
emaj-45	194	20	the	the	DET
emaj-45	194	21	effects	effect	NOUN
emaj-45	194	22	of	of	ADP
emaj-45	194	23	distributive	distributive	ADJ
emaj-45	194	24	justice	justice	NOUN
emaj-45	194	25	,	,	PUNCT
emaj-45	194	26	procedural	procedural	ADJ
emaj-45	194	27	and	and	CCONJ
emaj-45	194	28	international	international	ADJ
emaj-45	194	29	justice	justice	NOUN
emaj-45	194	30	on	on	ADP
emaj-45	194	31	post	post	PROPN
emaj-45	194	32	complaint	complaint	NOUN
emaj-45	194	33	behavior	behavior	NOUN
emaj-45	194	34	”	"	PUNCT
emaj-45	194	35	,	,	PUNCT
emaj-45	194	36	journal	journal	NOUN
emaj-45	194	37	of	of	ADP
emaj-45	194	38	retailing	retailing	NOUN
emaj-45	194	39	,	,	PUNCT
emaj-45	194	40	vol	vol	NOUN
emaj-45	194	41	.	.	PUNCT
emaj-45	194	42	73	73	NUM
emaj-45	195	1	no	no	INTJ
emaj-45	195	2	.	.	NOUN
emaj-45	196	1	2	2	NUM
emaj-45	196	2	,	,	PUNCT
emaj-45	196	3	pp	pp	ADJ
emaj-45	196	4	.	.	PUNCT
emaj-45	197	1	185	185	NUM
emaj-45	197	2	-	-	SYM
emaj-45	197	3	210	210	NUM
emaj-45	197	4	.	.	PUNCT
emaj-45	198	1	casado.a	casado.a	PROPN
emaj-45	198	2	,	,	PUNCT
emaj-45	198	3	nicolau.j	nicolau.j	NOUN
emaj-45	198	4	and	and	CCONJ
emaj-45	198	5	mas.f	mas.f	PROPN
emaj-45	198	6	(	(	PUNCT
emaj-45	198	7	2011	2011	NUM
emaj-45	198	8	)	)	PUNCT
emaj-45	198	9	“	"	PUNCT
emaj-45	198	10	the	the	DET
emaj-45	198	11	harm	harm	NOUN
emaj-45	198	12	full	full	ADJ
emaj-45	198	13	consequence	consequence	NOUN
emaj-45	198	14	of	of	ADP
emaj-45	198	15	failed	fail	VERB
emaj-45	198	16	recoveries	recovery	NOUN
emaj-45	198	17	in	in	ADP
emaj-45	198	18	the	the	DET
emaj-45	198	19	banking	banking	NOUN
emaj-45	198	20	industry	industry	NOUN
emaj-45	198	21	”	"	PUNCT
emaj-45	198	22	,	,	PUNCT
emaj-45	198	23	international	international	ADJ
emaj-45	198	24	journal	journal	NOUN
emaj-45	198	25	of	of	ADP
emaj-45	198	26	banking	banking	NOUN
emaj-45	198	27	,	,	PUNCT
emaj-45	198	28	vol	vol	NOUN
emaj-45	198	29	29	29	NUM
emaj-45	198	30	no1	no1	ADJ
emaj-45	198	31	,	,	PUNCT
emaj-45	198	32	p.32	p.32	VERB
emaj-45	198	33	-	-	SYM
emaj-45	198	34	49	49	NUM
emaj-45	198	35	.	.	PUNCT
emaj-45	199	1	chang	chang	PROPN
emaj-45	199	2	yu	yu	PROPN
emaj-45	199	3	-	-	PUNCT
emaj-45	199	4	wei	wei	PROPN
emaj-45	199	5	and	and	CCONJ
emaj-45	199	6	chang	chang	PROPN
emaj-45	199	7	yu	yu	PROPN
emaj-45	199	8	-	-	PROPN
emaj-45	199	9	hern	hern	PROPN
emaj-45	199	10	(	(	PUNCT
emaj-45	199	11	2010	2010	NUM
emaj-45	199	12	)	)	PUNCT
emaj-45	199	13	“	"	PUNCT
emaj-45	199	14	does	do	AUX
emaj-45	199	15	service	service	NOUN
emaj-45	199	16	recovery	recovery	NOUN
emaj-45	199	17	affect	affect	VERB
emaj-45	199	18	satisfaction	satisfaction	NOUN
emaj-45	199	19	and	and	CCONJ
emaj-45	199	20	customer	customer	NOUN
emaj-45	199	21	loyalty	loyalty	NOUN
emaj-45	199	22	?	?	PUNCT
emaj-45	200	1	an	an	DET
emaj-45	200	2	empirical	empirical	ADJ
emaj-45	200	3	study	study	NOUN
emaj-45	200	4	of	of	ADP
emaj-45	200	5	airline	airline	NOUN
emaj-45	200	6	service	service	NOUN
emaj-45	200	7	”	"	PUNCT
emaj-45	200	8	journal	journal	NOUN
emaj-45	200	9	of	of	ADP
emaj-45	200	10	air	air	PROPN
emaj-45	200	11	transport	transport	PROPN
emaj-45	200	12	management	management	NOUN
emaj-45	200	13	,	,	PUNCT
emaj-45	200	14	vol	vol	NOUN
emaj-45	200	15	.	.	PROPN
emaj-45	200	16	16	16	NUM
emaj-45	200	17	,	,	PUNCT
emaj-45	200	18	p.	p.	NOUN
emaj-45	200	19	340	340	NUM
emaj-45	200	20	-	-	SYM
emaj-45	200	21	342	342	NUM
emaj-45	200	22	.	.	PUNCT
emaj-45	201	1	duffy	duffy	PROPN
emaj-45	201	2	.	.	PUNCT
emaj-45	202	1	j	j	PROPN
emaj-45	202	2	and	and	CCONJ
emaj-45	202	3	miller	miller	PROPN
emaj-45	202	4	.	.	PUNCT
emaj-45	203	1	j	j	PROPN
emaj-45	203	2	and	and	CCONJ
emaj-45	203	3	bexley	bexley	PROPN
emaj-45	203	4	.	.	PUNCT
emaj-45	204	1	j	j	PROPN
emaj-45	204	2	(	(	PUNCT
emaj-45	204	3	2006	2006	NUM
emaj-45	204	4	)	)	PUNCT
emaj-45	204	5	“	"	PUNCT
emaj-45	204	6	banking	bank	VERB
emaj-45	204	7	customers	customer	NOUN
emaj-45	204	8	varied	vary	VERB
emaj-45	204	9	reaction	reaction	NOUN
emaj-45	204	10	to	to	ADP
emaj-45	204	11	service	service	NOUN
emaj-45	204	12	recovery	recovery	NOUN
emaj-45	204	13	strategies	strategy	NOUN
emaj-45	204	14	”	"	PUNCT
emaj-45	204	15	,	,	PUNCT
emaj-45	204	16	journal	journal	NOUN
emaj-45	204	17	of	of	ADP
emaj-45	204	18	bank	bank	PROPN
emaj-45	204	19	marketing	marketing	NOUN
emaj-45	204	20	,	,	PUNCT
emaj-45	204	21	vol	vol	NOUN
emaj-45	204	22	.	.	PROPN
emaj-45	205	1	24	24	NUM
emaj-45	205	2	no	no	INTJ
emaj-45	205	3	,	,	PUNCT
emaj-45	205	4	2	2	NUM
emaj-45	205	5	,	,	PUNCT
emaj-45	205	6	pp	pp	ADJ
emaj-45	205	7	.	.	PUNCT
emaj-45	206	1	112	112	NUM
emaj-45	206	2	-	-	SYM
emaj-45	206	3	132	132	NUM
emaj-45	206	4	.	.	PUNCT
emaj-45	207	1	fisk	fisk	PROPN
emaj-45	207	2	,	,	PUNCT
emaj-45	207	3	r.p	r.p	PROPN
emaj-45	207	4	.	.	PROPN
emaj-45	207	5	,	,	PUNCT
emaj-45	207	6	broun	broun	PROPN
emaj-45	207	7	,	,	PUNCT
emaj-45	207	8	s.w	s.w	PROPN
emaj-45	207	9	.	.	PROPN
emaj-45	207	10	and	and	CCONJ
emaj-45	207	11	bitner	bitner	NOUN
emaj-45	207	12	,	,	PUNCT
emaj-45	207	13	m.	m.	NOUN
emaj-45	207	14	j.	j.	PROPN
emaj-45	207	15	(	(	PUNCT
emaj-45	207	16	1993	1993	NUM
emaj-45	207	17	)	)	PUNCT
emaj-45	207	18	,	,	PUNCT
emaj-45	207	19	“	"	PUNCT
emaj-45	207	20	tracking	track	VERB
emaj-45	207	21	the	the	DET
emaj-45	207	22	evolution	evolution	NOUN
emaj-45	207	23	of	of	ADP
emaj-45	207	24	the	the	DET
emaj-45	207	25	services	service	NOUN
emaj-45	207	26	marketing	marketing	NOUN
emaj-45	207	27	literatures	literature	NOUN
emaj-45	207	28	”	"	PUNCT
emaj-45	207	29	,	,	PUNCT
emaj-45	207	30	journal	journal	NOUN
emaj-45	207	31	of	of	ADP
emaj-45	207	32	retailing	retailing	NOUN
emaj-45	207	33	,	,	PUNCT
emaj-45	207	34	vol	vol	NOUN
emaj-45	207	35	.	.	PROPN
emaj-45	207	36	51	51	NUM
emaj-45	207	37	,	,	PUNCT
emaj-45	207	38	fall	fall	VERB
emaj-45	207	39	,	,	PUNCT
emaj-45	207	40	pp	pp	ADV
emaj-45	207	41	.	.	PUNCT
emaj-45	208	1	124	124	NUM
emaj-45	208	2	136	136	NUM
emaj-45	208	3	.	.	PUNCT
emaj-45	209	1	gilliland	gilliland	PROPN
emaj-45	209	2	,	,	PUNCT
emaj-45	209	3	s.w	s.w	PROPN
emaj-45	209	4	.	.	PROPN
emaj-45	209	5	(	(	PUNCT
emaj-45	209	6	1993	1993	NUM
emaj-45	209	7	)	)	PUNCT
emaj-45	209	8	,	,	PUNCT
emaj-45	209	9	“	"	PUNCT
emaj-45	209	10	the	the	DET
emaj-45	209	11	perceived	perceive	VERB
emaj-45	209	12	fairness	fairness	NOUN
emaj-45	209	13	of	of	ADP
emaj-45	209	14	selection	selection	NOUN
emaj-45	209	15	systems	system	NOUN
emaj-45	209	16	:	:	PUNCT
emaj-45	209	17	an	an	DET
emaj-45	209	18	organizational	organizational	ADJ
emaj-45	209	19	justice	justice	NOUN
emaj-45	209	20	perspective	perspective	NOUN
emaj-45	209	21	”	"	PUNCT
emaj-45	209	22	,	,	PUNCT
emaj-45	209	23	academy	academy	NOUN
emaj-45	209	24	of	of	ADP
emaj-45	209	25	management	management	PROPN
emaj-45	209	26	review	review	PROPN
emaj-45	209	27	,	,	PUNCT
emaj-45	209	28	vol	vol	NOUN
emaj-45	209	29	.	.	PROPN
emaj-45	209	30	18	18	NUM
emaj-45	209	31	no	no	NOUN
emaj-45	209	32	.	.	NOUN
emaj-45	209	33	4	4	NUM
emaj-45	209	34	,	,	PUNCT
emaj-45	209	35	pp	pp	ADJ
emaj-45	209	36	.	.	PUNCT
emaj-45	210	1	697	697	NUM
emaj-45	210	2	–	–	PUNCT
emaj-45	210	3	734	734	NUM
emaj-45	210	4	.	.	PUNCT
emaj-45	210	5	goodwin	goodwin	PROPN
emaj-45	210	6	,	,	PUNCT
emaj-45	210	7	cathy	cathy	PROPN
emaj-45	210	8	and	and	CCONJ
emaj-45	210	9	ivan	ivan	PROPN
emaj-45	210	10	ross	ross	PROPN
emaj-45	210	11	(	(	PUNCT
emaj-45	210	12	1992	1992	NUM
emaj-45	210	13	)	)	PUNCT
emaj-45	210	14	,	,	PUNCT
emaj-45	210	15	“	"	PUNCT
emaj-45	210	16	consumer	consumer	NOUN
emaj-45	210	17	responses	response	NOUN
emaj-45	210	18	to	to	ADP
emaj-45	210	19	service	service	NOUN
emaj-45	210	20	failures	failure	NOUN
emaj-45	210	21	:	:	PUNCT
emaj-45	210	22	influence	influence	NOUN
emaj-45	210	23	of	of	ADP
emaj-45	210	24	procedural	procedural	ADJ
emaj-45	210	25	and	and	CCONJ
emaj-45	210	26	international	international	ADJ
emaj-45	210	27	fairness	fairness	NOUN
emaj-45	210	28	perceptions	perception	NOUN
emaj-45	210	29	”	"	PUNCT
emaj-45	210	30	journal	journal	NOUN
emaj-45	210	31	of	of	ADP
emaj-45	210	32	business	business	NOUN
emaj-45	210	33	research	research	NOUN
emaj-45	210	34	,	,	PUNCT
emaj-45	210	35	25	25	NUM
emaj-45	210	36	(	(	PUNCT
emaj-45	210	37	september	september	PROPN
emaj-45	210	38	)	)	PUNCT
emaj-45	210	39	,	,	PUNCT
emaj-45	210	40	149	149	NUM
emaj-45	210	41	-	-	SYM
emaj-45	210	42	63	63	NUM
emaj-45	210	43	.	.	PUNCT
emaj-45	211	1	greenberg	greenberg	PROPN
emaj-45	211	2	,	,	PUNCT
emaj-45	211	3	jerald	jerald	PROPN
emaj-45	211	4	(	(	PUNCT
emaj-45	211	5	1990	1990	NUM
emaj-45	211	6	)	)	PUNCT
emaj-45	211	7	,	,	PUNCT
emaj-45	211	8	“	"	PUNCT
emaj-45	211	9	organizational	organizational	ADJ
emaj-45	211	10	justice	justice	NOUN
emaj-45	211	11	:	:	PUNCT
emaj-45	211	12	yesterday	yesterday	NOUN
emaj-45	211	13	,	,	PUNCT
emaj-45	211	14	today	today	NOUN
emaj-45	211	15	and	and	CCONJ
emaj-45	211	16	tomorrow	tomorrow	NOUN
emaj-45	211	17	”	"	PUNCT
emaj-45	211	18	,	,	PUNCT
emaj-45	211	19	journal	journal	NOUN
emaj-45	211	20	of	of	ADP
emaj-45	211	21	management	management	NOUN
emaj-45	211	22	,	,	PUNCT
emaj-45	211	23	16	16	NUM
emaj-45	211	24	(	(	PUNCT
emaj-45	211	25	june	june	PROPN
emaj-45	211	26	)	)	PUNCT
emaj-45	211	27	,	,	PUNCT
emaj-45	211	28	399	399	NUM
emaj-45	211	29	–	–	SYM
emaj-45	211	30	432	432	NUM
emaj-45	211	31	.	.	PUNCT
emaj-45	212	1	groonroos	groonroos	PROPN
emaj-45	212	2	,	,	PUNCT
emaj-45	212	3	c.	c.	PROPN
emaj-45	212	4	,	,	PUNCT
emaj-45	212	5	(	(	PUNCT
emaj-45	212	6	2000	2000	NUM
emaj-45	212	7	)	)	PUNCT
emaj-45	212	8	,	,	PUNCT
emaj-45	212	9	“	"	PUNCT
emaj-45	212	10	service	service	NOUN
emaj-45	212	11	management	management	NOUN
emaj-45	212	12	and	and	CCONJ
emaj-45	212	13	marketing	marketing	NOUN
emaj-45	212	14	,	,	PUNCT
emaj-45	212	15	a	a	DET
emaj-45	212	16	customer	customer	NOUN
emaj-45	212	17	relationship	relationship	NOUN
emaj-45	212	18	hayes	hayes	PROPN
emaj-45	212	19	&	&	CCONJ
emaj-45	212	20	dredges	dredge	NOUN
emaj-45	212	21	.	.	PUNCT
emaj-45	213	1	1998	1998	NUM
emaj-45	213	2	.	.	PUNCT
emaj-45	214	1	heskett	heskett	PROPN
emaj-45	214	2	,	,	PUNCT
emaj-45	214	3	j.	j.	PROPN
emaj-45	214	4	l.	l.	PROPN
emaj-45	214	5	,	,	PUNCT
emaj-45	214	6	sasser	sasser	PROPN
emaj-45	214	7	,	,	PUNCT
emaj-45	214	8	w.	w.	PROPN
emaj-45	214	9	e.	e.	PROPN
emaj-45	214	10	j	j	PROPN
emaj-45	214	11	and	and	CCONJ
emaj-45	214	12	schlesinger	schlesinger	PROPN
emaj-45	214	13	,	,	PUNCT
emaj-45	214	14	l.a	l.a	PROPN
emaj-45	214	15	.	.	PROPN
emaj-45	214	16	(	(	PUNCT
emaj-45	214	17	1997	1997	NUM
emaj-45	214	18	)	)	PUNCT
emaj-45	214	19	,	,	PUNCT
emaj-45	214	20	“	"	PUNCT
emaj-45	214	21	the	the	DET
emaj-45	214	22	service	service	NOUN
emaj-45	214	23	profit	profit	NOUN
emaj-45	214	24	chain	chain	NOUN
emaj-45	214	25	:	:	PUNCT
emaj-45	214	26	how	how	SCONJ
emaj-45	214	27	leading	lead	VERB
emaj-45	214	28	companies	company	NOUN
emaj-45	214	29	link	link	VERB
emaj-45	214	30	profit	profit	NOUN
emaj-45	214	31	to	to	ADP
emaj-45	214	32	loyalty	loyalty	NOUN
emaj-45	214	33	,	,	PUNCT
emaj-45	214	34	satisfaction	satisfaction	NOUN
emaj-45	214	35	and	and	CCONJ
emaj-45	214	36	value	value	NOUN
emaj-45	214	37	”	"	PUNCT
emaj-45	214	38	,	,	PUNCT
emaj-45	214	39	free	free	ADJ
emaj-45	214	40	press	press	NOUN
emaj-45	214	41	,	,	PUNCT
emaj-45	214	42	new	new	PROPN
emaj-45	214	43	york	york	PROPN
emaj-45	214	44	,	,	PUNCT
emaj-45	214	45	ny	ny	PROPN
emaj-45	214	46	.	.	PROPN
emaj-45	214	47	volume	volume	NOUN
emaj-45	214	48	4	4	NUM
emaj-45	214	49	no	no	DET
emaj-45	214	50	1	1	NUM
emaj-45	214	51	(	(	PUNCT
emaj-45	214	52	2014	2014	NUM
emaj-45	214	53	)	)	PUNCT
emaj-45	214	54	|	|	ADV
emaj-45	214	55	issn	issn	VERB
emaj-45	214	56	2158	2158	NUM
emaj-45	214	57	-	-	SYM
emaj-45	214	58	8708	8708	NUM
emaj-45	214	59	(	(	PUNCT
emaj-45	214	60	online	online	NOUN
emaj-45	214	61	)	)	PUNCT
emaj-45	214	62	|	|	ADV
emaj-45	214	63	doi	doi	X
emaj-45	214	64	10.5195	10.5195	NUM
emaj-45	214	65	/	/	SYM
emaj-45	214	66	emaj.2014.45	emaj.2014.45	NOUN
emaj-45	214	67	|	|	NOUN
emaj-45	214	68	http://emaj.pitt.edu	http://emaj.pitt.edu	VERB
emaj-45	214	69	efrem	efrem	ADJ
emaj-45	214	70	sisay	sisay	ADJ
emaj-45	214	71	assefa	assefa	PROPN
emaj-45	214	72	emerging	emerge	VERB
emaj-45	214	73	markets	market	NOUN
emaj-45	214	74	journal	journal	NOUN
emaj-45	215	1	|	|	ADV
emaj-45	215	2	p	p	NOUN
emaj-45	215	3	a	a	DET
emaj-45	215	4	g	g	PROPN
emaj-45	215	5	e	e	PROPN
emaj-45	215	6	|57	|57	PROPN
emaj-45	215	7	hoffman	hoffman	NOUN
emaj-45	215	8	,	,	PUNCT
emaj-45	215	9	d.k	d.k	PROPN
emaj-45	215	10	.	.	PROPN
emaj-45	215	11	&	&	CCONJ
emaj-45	215	12	kelly	kelly	PROPN
emaj-45	215	13	,	,	PUNCT
emaj-45	215	14	s.w	s.w	PROPN
emaj-45	215	15	.	.	PROPN
emaj-45	215	16	(	(	PUNCT
emaj-45	215	17	2000	2000	NUM
emaj-45	215	18	)	)	PUNCT
emaj-45	215	19	,	,	PUNCT
emaj-45	215	20	“	"	PUNCT
emaj-45	215	21	perceived	perceive	VERB
emaj-45	215	22	justice	justice	NOUN
emaj-45	215	23	needs	need	NOUN
emaj-45	215	24	and	and	CCONJ
emaj-45	215	25	recovery	recovery	NOUN
emaj-45	215	26	evaluation	evaluation	NOUN
emaj-45	215	27	:	:	PUNCT
emaj-45	215	28	a	a	DET
emaj-45	215	29	contingency	contingency	NOUN
emaj-45	215	30	approach	approach	NOUN
emaj-45	215	31	”	"	PUNCT
emaj-45	215	32	,	,	PUNCT
emaj-45	215	33	european	european	PROPN
emaj-45	215	34	journal	journal	PROPN
emaj-45	215	35	of	of	ADP
emaj-45	215	36	marketing	marketing	NOUN
emaj-45	215	37	,	,	PUNCT
emaj-45	215	38	vol	vol	NOUN
emaj-45	215	39	.	.	PROPN
emaj-45	216	1	34	34	NUM
emaj-45	216	2	,	,	PUNCT
emaj-45	216	3	no	no	INTJ
emaj-45	216	4	.	.	NOUN
emaj-45	217	1	3/4	3/4	NUM
emaj-45	217	2	,	,	PUNCT
emaj-45	217	3	pp	pp	ADJ
emaj-45	217	4	.	.	PUNCT
emaj-45	218	1	418	418	NUM
emaj-45	218	2	-	-	SYM
emaj-45	218	3	428	428	NUM
emaj-45	218	4	.	.	PUNCT
emaj-45	219	1	johnston	johnston	PROPN
emaj-45	219	2	,	,	PUNCT
emaj-45	219	3	r.	r.	PROPN
emaj-45	219	4	(	(	PUNCT
emaj-45	219	5	1994	1994	NUM
emaj-45	219	6	)	)	PUNCT
emaj-45	219	7	,	,	PUNCT
emaj-45	219	8	“	"	PUNCT
emaj-45	219	9	service	service	NOUN
emaj-45	219	10	failure	failure	NOUN
emaj-45	219	11	and	and	CCONJ
emaj-45	219	12	recovery	recovery	NOUN
emaj-45	219	13	:	:	PUNCT
emaj-45	219	14	impact	impact	NOUN
emaj-45	219	15	,	,	PUNCT
emaj-45	219	16	attributes	attribute	NOUN
emaj-45	219	17	and	and	CCONJ
emaj-45	219	18	process	process	NOUN
emaj-45	219	19	”	"	PUNCT
emaj-45	219	20	,	,	PUNCT
emaj-45	219	21	advances	advance	NOUN
emaj-45	219	22	in	in	ADP
emaj-45	219	23	services	service	NOUN
emaj-45	219	24	management	management	NOUN
emaj-45	219	25	and	and	CCONJ
emaj-45	219	26	marketing	marketing	NOUN
emaj-45	219	27	,	,	PUNCT
emaj-45	219	28	vol	vol	NOUN
emaj-45	219	29	.	.	PROPN
emaj-45	219	30	4	4	NUM
emaj-45	219	31	,	,	PUNCT
emaj-45	219	32	pp	pp	ADJ
emaj-45	219	33	.	.	PUNCT
emaj-45	220	1	211	211	NUM
emaj-45	220	2	-	-	SYM
emaj-45	220	3	28	28	NUM
emaj-45	220	4	.	.	PUNCT
emaj-45	221	1	kandampully	kandampully	PROPN
emaj-45	221	2	,	,	PUNCT
emaj-45	221	3	j.	j.	PROPN
emaj-45	221	4	(	(	PUNCT
emaj-45	221	5	1998	1998	NUM
emaj-45	221	6	)	)	PUNCT
emaj-45	221	7	.	.	PUNCT
emaj-45	222	1	service	service	NOUN
emaj-45	222	2	quality	quality	NOUN
emaj-45	222	3	to	to	ADP
emaj-45	222	4	service	service	NOUN
emaj-45	222	5	loyalty	loyalty	NOUN
emaj-45	222	6	:	:	PUNCT
emaj-45	222	7	a	a	DET
emaj-45	222	8	relationship	relationship	NOUN
emaj-45	222	9	which	which	PRON
emaj-45	222	10	goes	go	VERB
emaj-45	222	11	beyond	beyond	ADP
emaj-45	222	12	customer	customer	NOUN
emaj-45	222	13	service	service	NOUN
emaj-45	222	14	.	.	PUNCT
emaj-45	223	1	total	total	ADJ
emaj-45	223	2	quality	quality	NOUN
emaj-45	223	3	management	management	NOUN
emaj-45	223	4	,	,	PUNCT
emaj-45	223	5	9(6	9(6	NUM
emaj-45	223	6	)	)	PUNCT
emaj-45	223	7	,	,	PUNCT
emaj-45	223	8	431	431	NUM
emaj-45	223	9	-	-	SYM
emaj-45	223	10	443	443	NUM
emaj-45	223	11	.	.	PUNCT
emaj-45	224	1	kelly	kelly	PROPN
emaj-45	224	2	,	,	PUNCT
emaj-45	224	3	s.	s.	PROPN
emaj-45	224	4	and	and	CCONJ
emaj-45	224	5	m.	m.	PROPN
emaj-45	224	6	davis	davis	PROPN
emaj-45	224	7	,	,	PUNCT
emaj-45	224	8	(	(	PUNCT
emaj-45	224	9	1994	1994	NUM
emaj-45	224	10	)	)	PUNCT
emaj-45	224	11	,	,	PUNCT
emaj-45	224	12	“	"	PUNCT
emaj-45	224	13	antecedents	antecedent	NOUN
emaj-45	224	14	to	to	ADP
emaj-45	224	15	customer	customer	NOUN
emaj-45	224	16	expectations	expectation	NOUN
emaj-45	224	17	for	for	ADP
emaj-45	224	18	service	service	NOUN
emaj-45	224	19	recovery	recovery	NOUN
emaj-45	224	20	”	"	PUNCT
emaj-45	224	21	.	.	PUNCT
emaj-45	225	1	j.	j.	PROPN
emaj-45	225	2	acad	acad	PROPN
emaj-45	225	3	.	.	PUNCT
emaj-45	226	1	mark	mark	PROPN
emaj-45	226	2	.	.	PUNCT
emaj-45	227	1	sci	sci	PROPN
emaj-45	227	2	.	.	PROPN
emaj-45	227	3	,	,	PUNCT
emaj-45	227	4	22(1	22(1	NUM
emaj-45	227	5	):	):	PUNCT
emaj-45	227	6	52	52	NUM
emaj-45	227	7	-	-	SYM
emaj-45	227	8	61	61	NUM
emaj-45	227	9	.	.	PUNCT
emaj-45	228	1	kelley	kelley	PROPN
emaj-45	228	2	,	,	PUNCT
emaj-45	228	3	s.	s.	PROPN
emaj-45	228	4	w.	w.	PROPN
emaj-45	228	5	,	,	PUNCT
emaj-45	228	6	hoffman	hoffman	PROPN
emaj-45	228	7	,	,	PUNCT
emaj-45	228	8	d.	d.	PROPN
emaj-45	228	9	k.	k.	PROPN
emaj-45	228	10	and	and	CCONJ
emaj-45	228	11	davis	davis	PROPN
emaj-45	228	12	,	,	PUNCT
emaj-45	228	13	m.	m.	NOUN
emaj-45	228	14	a.	a.	PROPN
emaj-45	228	15	(	(	PUNCT
emaj-45	228	16	1993	1993	NUM
emaj-45	228	17	)	)	PUNCT
emaj-45	228	18	,	,	PUNCT
emaj-45	228	19	“	"	PUNCT
emaj-45	228	20	a	a	DET
emaj-45	228	21	typology	typology	NOUN
emaj-45	228	22	of	of	ADP
emaj-45	228	23	retail	retail	ADJ
emaj-45	228	24	failures	failure	NOUN
emaj-45	228	25	and	and	CCONJ
emaj-45	228	26	recovery	recovery	NOUN
emaj-45	228	27	”	"	PUNCT
emaj-45	228	28	,	,	PUNCT
emaj-45	228	29	journal	journal	NOUN
emaj-45	228	30	of	of	ADP
emaj-45	228	31	retailing	retailing	NOUN
emaj-45	228	32	,	,	PUNCT
emaj-45	228	33	vol	vol	NOUN
emaj-45	228	34	.	.	PROPN
emaj-45	228	35	69	69	NUM
emaj-45	228	36	no	no	NOUN
emaj-45	228	37	.	.	NOUN
emaj-45	228	38	4	4	NUM
emaj-45	228	39	,	,	PUNCT
emaj-45	228	40	pp	pp	ADJ
emaj-45	228	41	.	.	PUNCT
emaj-45	229	1	429	429	NUM
emaj-45	229	2	-	-	SYM
emaj-45	229	3	52	52	NUM
emaj-45	229	4	.	.	PUNCT
emaj-45	229	5	kuenzel	kuenzel	PROPN
emaj-45	229	6	.	.	PUNCT
emaj-45	230	1	s.	s.	PROPN
emaj-45	230	2	and	and	CCONJ
emaj-45	230	3	katsaris	katsaris	PROPN
emaj-45	230	4	(	(	PUNCT
emaj-45	230	5	2009	2009	NUM
emaj-45	230	6	)	)	PUNCT
emaj-45	230	7	“	"	PUNCT
emaj-45	230	8	critical	critical	ADJ
emaj-45	230	9	analysis	analysis	NOUN
emaj-45	230	10	of	of	ADP
emaj-45	230	11	service	service	NOUN
emaj-45	230	12	recovery	recovery	NOUN
emaj-45	230	13	process	process	NOUN
emaj-45	230	14	in	in	ADP
emaj-45	230	15	the	the	DET
emaj-45	230	16	hotel	hotel	NOUN
emaj-45	230	17	industry	industry	NOUN
emaj-45	230	18	”	"	PUNCT
emaj-45	230	19	tmc	tmc	PROPN
emaj-45	230	20	academic	academic	ADJ
emaj-45	230	21	journal	journal	NOUN
emaj-45	230	22	,	,	PUNCT
emaj-45	230	23	vol	vol	NOUN
emaj-45	230	24	.	.	PUNCT
emaj-45	231	1	no	no	INTJ
emaj-45	231	2	,	,	PUNCT
emaj-45	231	3	pp	pp	ADJ
emaj-45	231	4	.	.	PUNCT
emaj-45	232	1	14	14	NUM
emaj-45	232	2	-	-	SYM
emaj-45	232	3	24	24	NUM
emaj-45	232	4	.	.	PUNCT
emaj-45	232	5	lewis	lewis	PROPN
emaj-45	232	6	,	,	PUNCT
emaj-45	232	7	b.	b.	PROPN
emaj-45	232	8	r.	r.	PROPN
emaj-45	232	9	,	,	PUNCT
emaj-45	232	10	&	&	CCONJ
emaj-45	232	11	spyrakopoulos	spyrakopoulos	PROPN
emaj-45	232	12	,	,	PUNCT
emaj-45	232	13	s.	s.	PROPN
emaj-45	232	14	(	(	PUNCT
emaj-45	232	15	2001	2001	NUM
emaj-45	232	16	)	)	PUNCT
emaj-45	232	17	,	,	PUNCT
emaj-45	232	18	“	"	PUNCT
emaj-45	232	19	service	service	NOUN
emaj-45	232	20	failure	failure	NOUN
emaj-45	232	21	and	and	CCONJ
emaj-45	232	22	recovery	recovery	NOUN
emaj-45	232	23	in	in	ADP
emaj-45	232	24	retail	retail	ADJ
emaj-45	232	25	banking	banking	NOUN
emaj-45	232	26	:	:	PUNCT
emaj-45	232	27	the	the	DET
emaj-45	232	28	customers	customer	NOUN
emaj-45	232	29	’	’	PART
emaj-45	232	30	perspective	perspective	NOUN
emaj-45	232	31	”	"	PUNCT
emaj-45	232	32	.	.	PUNCT
emaj-45	233	1	international	international	ADJ
emaj-45	233	2	journal	journal	PROPN
emaj-45	233	3	of	of	ADP
emaj-45	233	4	bank	bank	PROPN
emaj-45	233	5	marketing	marketing	NOUN
emaj-45	233	6	,	,	PUNCT
emaj-45	233	7	19(1	19(1	NUM
emaj-45	233	8	)	)	PUNCT
emaj-45	233	9	,	,	PUNCT
emaj-45	233	10	37	37	NUM
emaj-45	233	11	-	-	SYM
emaj-45	233	12	47	47	NUM
emaj-45	233	13	.	.	PUNCT
emaj-45	234	1	loh	loh	PROPN
emaj-45	234	2	.w	.w	PROPN
emaj-45	234	3	and	and	CCONJ
emaj-45	234	4	kau	kau	PROPN
emaj-45	234	5	.	.	PUNCT
emaj-45	235	1	a	a	DET
emaj-45	235	2	(	(	PUNCT
emaj-45	235	3	2006	2006	NUM
emaj-45	235	4	)	)	PUNCT
emaj-45	235	5	“	"	PUNCT
emaj-45	235	6	the	the	DET
emaj-45	235	7	effects	effect	NOUN
emaj-45	235	8	of	of	ADP
emaj-45	235	9	service	service	NOUN
emaj-45	235	10	recovery	recovery	NOUN
emaj-45	235	11	on	on	ADP
emaj-45	235	12	customers	customer	NOUN
emaj-45	235	13	satisfaction	satisfaction	NOUN
emaj-45	235	14	:	:	PUNCT
emaj-45	235	15	a	a	DET
emaj-45	235	16	comparison	comparison	NOUN
emaj-45	235	17	between	between	ADP
emaj-45	235	18	complaints	complaint	NOUN
emaj-45	235	19	and	and	CCONJ
emaj-45	235	20	non	non	NOUN
emaj-45	235	21	-	-	NOUN
emaj-45	235	22	complaints	complaint	NOUN
emaj-45	235	23	”	"	PUNCT
emaj-45	235	24	,	,	PUNCT
emaj-45	235	25	journal	journal	NOUN
emaj-45	235	26	of	of	ADP
emaj-45	235	27	service	service	NOUN
emaj-45	235	28	marketing	marketing	NOUN
emaj-45	235	29	,	,	PUNCT
emaj-45	235	30	vol	vol	NOUN
emaj-45	235	31	.	.	NOUN
emaj-45	235	32	2	2	NUM
emaj-45	236	1	no	no	DET
emaj-45	236	2	1	1	NUM
emaj-45	236	3	,	,	PUNCT
emaj-45	236	4	pp	pp	ADJ
emaj-45	236	5	.	.	PUNCT
emaj-45	237	1	101	101	NUM
emaj-45	237	2	-	-	SYM
emaj-45	237	3	11	11	NUM
emaj-45	237	4	.	.	PUNCT
emaj-45	238	1	mccullough	mccullough	PROPN
emaj-45	238	2	,	,	PUNCT
emaj-45	238	3	m.a	m.a	PROPN
emaj-45	238	4	.	.	PROPN
emaj-45	238	5	and	and	CCONJ
emaj-45	238	6	bharadwaj	bharadwaj	PROPN
emaj-45	238	7	,	,	PUNCT
emaj-45	238	8	s.g	s.g	PROPN
emaj-45	238	9	.	.	PROPN
emaj-45	238	10	and	and	CCONJ
emaj-45	238	11	yadaw	yadaw	PROPN
emaj-45	238	12	,	,	PUNCT
emaj-45	238	13	m.s	m.s	PROPN
emaj-45	238	14	.	.	PROPN
emaj-45	238	15	(	(	PUNCT
emaj-45	238	16	2000	2000	NUM
emaj-45	238	17	)	)	PUNCT
emaj-45	238	18	.	.	PUNCT
emaj-45	239	1	“	"	PUNCT
emaj-45	239	2	an	an	DET
emaj-45	239	3	empirical	empirical	ADJ
emaj-45	239	4	investigation	investigation	NOUN
emaj-45	239	5	of	of	ADP
emaj-45	239	6	customer	customer	NOUN
emaj-45	239	7	satisfaction	satisfaction	NOUN
emaj-45	239	8	after	after	ADP
emaj-45	239	9	service	service	NOUN
emaj-45	239	10	failure	failure	NOUN
emaj-45	239	11	and	and	CCONJ
emaj-45	239	12	recovery	recovery	NOUN
emaj-45	239	13	”	"	PUNCT
emaj-45	239	14	,	,	PUNCT
emaj-45	239	15	journal	journal	NOUN
emaj-45	239	16	of	of	ADP
emaj-45	239	17	service	service	NOUN
emaj-45	239	18	research	research	NOUN
emaj-45	239	19	,	,	PUNCT
emaj-45	239	20	vol	vol	NOUN
emaj-45	239	21	.	.	PROPN
emaj-45	240	1	3	3	NUM
emaj-45	240	2	,	,	PUNCT
emaj-45	240	3	pp	pp	ADJ
emaj-45	240	4	.	.	PUNCT
emaj-45	241	1	121	121	NUM
emaj-45	241	2	-	-	SYM
emaj-45	241	3	137	137	NUM
emaj-45	241	4	.	.	PUNCT
emaj-45	242	1	mohr	mohr	PROPN
emaj-45	242	2	,	,	PUNCT
emaj-45	242	3	l.a	l.a	PROPN
emaj-45	242	4	.	.	PROPN
emaj-45	242	5	and	and	CCONJ
emaj-45	242	6	bitner	bitner	NOUN
emaj-45	242	7	,	,	PUNCT
emaj-45	242	8	m.	m.	NOUN
emaj-45	242	9	j.	j.	PROPN
emaj-45	242	10	(	(	PUNCT
emaj-45	242	11	1995	1995	NUM
emaj-45	242	12	)	)	PUNCT
emaj-45	242	13	,	,	PUNCT
emaj-45	242	14	“	"	PUNCT
emaj-45	242	15	the	the	DET
emaj-45	242	16	role	role	NOUN
emaj-45	242	17	of	of	ADP
emaj-45	242	18	employee	employee	NOUN
emaj-45	242	19	effort	effort	NOUN
emaj-45	242	20	in	in	ADP
emaj-45	242	21	satisfaction	satisfaction	NOUN
emaj-45	242	22	with	with	ADP
emaj-45	242	23	service	service	NOUN
emaj-45	242	24	transactions	transaction	NOUN
emaj-45	242	25	”	"	PUNCT
emaj-45	242	26	,	,	PUNCT
emaj-45	242	27	journal	journal	NOUN
emaj-45	242	28	of	of	ADP
emaj-45	242	29	business	business	NOUN
emaj-45	242	30	research	research	NOUN
emaj-45	242	31	,	,	PUNCT
emaj-45	242	32	vol	vol	NOUN
emaj-45	242	33	.	.	PROPN
emaj-45	242	34	32	32	NUM
emaj-45	243	1	no	no	NOUN
emaj-45	243	2	.	.	NOUN
emaj-45	244	1	3	3	NUM
emaj-45	244	2	,	,	PUNCT
emaj-45	244	3	pp	pp	ADJ
emaj-45	244	4	.	.	PUNCT
emaj-45	245	1	239	239	NUM
emaj-45	245	2	-	-	SYM
emaj-45	245	3	52	52	NUM
emaj-45	245	4	.	.	PUNCT
emaj-45	246	1	oliver	oliver	PROPN
emaj-45	246	2	,	,	PUNCT
emaj-45	246	3	r.	r.	PROPN
emaj-45	246	4	l.	l.	PROPN
emaj-45	246	5	(	(	PUNCT
emaj-45	246	6	1997	1997	NUM
emaj-45	246	7	)	)	PUNCT
emaj-45	246	8	.	.	PUNCT
emaj-45	247	1	satisfaction	satisfaction	NOUN
emaj-45	247	2	:	:	PUNCT
emaj-45	247	3	a	a	DET
emaj-45	247	4	behavioral	behavioral	ADJ
emaj-45	247	5	perspective	perspective	NOUN
emaj-45	247	6	on	on	ADP
emaj-45	247	7	the	the	DET
emaj-45	247	8	consumer	consumer	NOUN
emaj-45	247	9	.	.	PUNCT
emaj-45	248	1	london	london	PROPN
emaj-45	248	2	:	:	PUNCT
emaj-45	248	3	mcgraw	mcgraw	PROPN
emaj-45	248	4	-	-	PUNCT
emaj-45	248	5	hill	hill	NOUN
emaj-45	248	6	.	.	PUNCT
emaj-45	249	1	potulari	potulari	PROPN
emaj-45	249	2	,	,	PUNCT
emaj-45	249	3	r.	r.	PROPN
emaj-45	249	4	and	and	CCONJ
emaj-45	249	5	mangnale	mangnale	PROPN
emaj-45	249	6	,	,	PUNCT
emaj-45	249	7	v.	v.	CCONJ
emaj-45	249	8	(	(	PUNCT
emaj-45	249	9	2011	2011	NUM
emaj-45	249	10	)	)	PUNCT
emaj-45	249	11	“	"	PUNCT
emaj-45	249	12	critical	critical	ADJ
emaj-45	249	13	factors	factor	NOUN
emaj-45	249	14	of	of	ADP
emaj-45	249	15	customer	customer	NOUN
emaj-45	249	16	satisfaction	satisfaction	NOUN
emaj-45	249	17	in	in	ADP
emaj-45	249	18	ethiopian	ethiopian	ADJ
emaj-45	249	19	service	service	NOUN
emaj-45	249	20	sector	sector	NOUN
emaj-45	249	21	”	"	PUNCT
emaj-45	249	22	journal	journal	NOUN
emaj-45	249	23	of	of	ADP
emaj-45	249	24	business	business	NOUN
emaj-45	249	25	management	management	NOUN
emaj-45	249	26	,	,	PUNCT
emaj-45	249	27	vol	vol	NOUN
emaj-45	249	28	.	.	NOUN
emaj-45	249	29	1	1	NUM
emaj-45	249	30	no	no	DET
emaj-45	249	31	1	1	NUM
emaj-45	249	32	,	,	PUNCT
emaj-45	249	33	pp	pp	ADJ
emaj-45	249	34	.	.	PUNCT
emaj-45	250	1	1	1	NUM
emaj-45	250	2	-	-	SYM
emaj-45	250	3	7	7	NUM
emaj-45	250	4	.	.	PUNCT
emaj-45	251	1	press	press	NOUN
emaj-45	251	2	,	,	PUNCT
emaj-45	251	3	i.	i.	PROPN
emaj-45	251	4	ganey	ganey	PROPN
emaj-45	251	5	,	,	PUNCT
emaj-45	251	6	r.	r.	PROPN
emaj-45	251	7	f	f	PROPN
emaj-45	251	8	,	,	PUNCT
emaj-45	251	9	and	and	CCONJ
emaj-45	251	10	hall	hall	NOUN
emaj-45	251	11	,	,	PUNCT
emaj-45	251	12	m.	m.	PROPN
emaj-45	251	13	f.	f.	PROPN
emaj-45	251	14	(	(	PUNCT
emaj-45	251	15	1997	1997	NUM
emaj-45	251	16	)	)	PUNCT
emaj-45	251	17	,	,	PUNCT
emaj-45	251	18	“	"	PUNCT
emaj-45	251	19	what	what	PRON
emaj-45	251	20	’s	’	VERB
emaj-45	251	21	most	most	ADV
emaj-45	251	22	important	important	ADJ
emaj-45	251	23	to	to	ADP
emaj-45	251	24	customer	customer	NOUN
emaj-45	251	25	satisfaction	satisfaction	NOUN
emaj-45	251	26	?	?	PUNCT
emaj-45	251	27	”	"	PUNCT
emaj-45	251	28	.	.	PUNCT
emaj-45	252	1	aba	aba	PROPN
emaj-45	252	2	banking	banking	NOUN
emaj-45	252	3	journal	journal	PROPN
emaj-45	252	4	,	,	PUNCT
emaj-45	252	5	vol	vol	NOUN
emaj-45	252	6	.	.	PROPN
emaj-45	252	7	89	89	NUM
emaj-45	253	1	no	no	INTJ
emaj-45	253	2	.	.	NOUN
emaj-45	253	3	9	9	NUM
emaj-45	253	4	,	,	PUNCT
emaj-45	253	5	pp	pp	ADJ
emaj-45	253	6	.	.	PUNCT
emaj-45	254	1	73	73	NUM
emaj-45	254	2	-	-	SYM
emaj-45	254	3	4	4	NUM
emaj-45	254	4	.	.	PUNCT
emaj-45	255	1	reichheld	reichheld	NOUN
emaj-45	255	2	,	,	PUNCT
emaj-45	255	3	ff	ff	NOUN
emaj-45	255	4	.	.	PUNCT
emaj-45	256	1	and	and	CCONJ
emaj-45	256	2	sasser	sasser	PROPN
emaj-45	256	3	,	,	PUNCT
emaj-45	256	4	e.w	e.w	PROPN
emaj-45	256	5	.	.	PROPN
emaj-45	256	6	(	(	PUNCT
emaj-45	256	7	1990	1990	NUM
emaj-45	256	8	)	)	PUNCT
emaj-45	256	9	,	,	PUNCT
emaj-45	256	10	“	"	PUNCT
emaj-45	256	11	zero	zero	NUM
emaj-45	256	12	defects	defect	NOUN
emaj-45	256	13	:	:	PUNCT
emaj-45	256	14	quality	quality	NOUN
emaj-45	256	15	comes	come	VERB
emaj-45	256	16	to	to	ADP
emaj-45	256	17	services	service	NOUN
emaj-45	256	18	”	"	PUNCT
emaj-45	256	19	,	,	PUNCT
emaj-45	256	20	harvard	harvard	PROPN
emaj-45	256	21	business	business	PROPN
emaj-45	256	22	review	review	PROPN
emaj-45	256	23	.	.	PUNCT
emaj-45	257	1	vol	vol	NOUN
emaj-45	257	2	.	.	PROPN
emaj-45	258	1	68	68	NUM
emaj-45	258	2	,	,	PUNCT
emaj-45	258	3	september	september	PROPN
emaj-45	258	4	–	–	PUNCT
emaj-45	258	5	october	october	PROPN
emaj-45	258	6	,	,	PUNCT
emaj-45	258	7	pp	pp	PROPN
emaj-45	258	8	.	.	PUNCT
emaj-45	259	1	105	105	NUM
emaj-45	260	1	-101	-101	PROPN
emaj-45	260	2	.	.	PUNCT
emaj-45	260	3	smith	smith	PROPN
emaj-45	260	4	,	,	PUNCT
emaj-45	260	5	a.	a.	PROPN
emaj-45	260	6	k.	k.	PROPN
emaj-45	260	7	,	,	PUNCT
emaj-45	260	8	bolton	bolton	PROPN
emaj-45	260	9	,	,	PUNCT
emaj-45	260	10	r.n	r.n	PROPN
emaj-45	260	11	.	.	PROPN
emaj-45	260	12	,	,	PUNCT
emaj-45	260	13	&	&	CCONJ
emaj-45	260	14	wagner	wagner	PROPN
emaj-45	260	15	,	,	PUNCT
emaj-45	260	16	j	j	PROPN
emaj-45	260	17	(	(	PUNCT
emaj-45	260	18	1999	1999	NUM
emaj-45	260	19	)	)	PUNCT
emaj-45	260	20	,	,	PUNCT
emaj-45	260	21	“	"	PUNCT
emaj-45	260	22	a	a	DET
emaj-45	260	23	model	model	NOUN
emaj-45	260	24	of	of	ADP
emaj-45	260	25	customer	customer	NOUN
emaj-45	260	26	satisfaction	satisfaction	NOUN
emaj-45	260	27	with	with	ADP
emaj-45	260	28	service	service	NOUN
emaj-45	260	29	encounters	encounter	NOUN
emaj-45	260	30	involving	involve	VERB
emaj-45	260	31	failure	failure	NOUN
emaj-45	260	32	and	and	CCONJ
emaj-45	260	33	recovery	recovery	NOUN
emaj-45	260	34	”	"	PUNCT
emaj-45	260	35	,	,	PUNCT
emaj-45	260	36	journal	journal	NOUN
emaj-45	260	37	of	of	ADP
emaj-45	260	38	marketing	marketing	NOUN
emaj-45	260	39	research	research	NOUN
emaj-45	260	40	,	,	PUNCT
emaj-45	260	41	vol	vol	NOUN
emaj-45	260	42	.	.	PROPN
emaj-45	261	1	36	36	NUM
emaj-45	261	2	,	,	PUNCT
emaj-45	261	3	no	no	INTJ
emaj-45	261	4	.	.	NOUN
emaj-45	261	5	3	3	NUM
emaj-45	261	6	,	,	PUNCT
emaj-45	261	7	pp	pp	ADJ
emaj-45	261	8	.	.	PUNCT
emaj-45	262	1	356	356	NUM
emaj-45	262	2	-	-	SYM
emaj-45	262	3	372	372	NUM
emaj-45	262	4	.	.	PUNCT
emaj-45	263	1	spreng	spreng	PROPN
emaj-45	263	2	,	,	PUNCT
emaj-45	263	3	r.a	r.a	PROPN
emaj-45	263	4	.	.	PROPN
emaj-45	263	5	,	,	PUNCT
emaj-45	263	6	harrell	harrell	PROPN
emaj-45	263	7	,	,	PUNCT
emaj-45	263	8	g.d	g.d	PROPN
emaj-45	263	9	.	.	PROPN
emaj-45	263	10	&	&	CCONJ
emaj-45	263	11	mackoy	mackoy	PROPN
emaj-45	263	12	,	,	PUNCT
emaj-45	263	13	r.d	r.d	PROPN
emaj-45	263	14	.	.	PROPN
emaj-45	263	15	(	(	PUNCT
emaj-45	263	16	1995	1995	NUM
emaj-45	263	17	)	)	PUNCT
emaj-45	263	18	,	,	PUNCT
emaj-45	263	19	“	"	PUNCT
emaj-45	263	20	service	service	NOUN
emaj-45	263	21	recovery	recovery	NOUN
emaj-45	263	22	:	:	PUNCT
emaj-45	263	23	impact	impact	NOUN
emaj-45	263	24	on	on	ADP
emaj-45	263	25	satisfaction	satisfaction	NOUN
emaj-45	263	26	and	and	CCONJ
emaj-45	263	27	intentions	intention	NOUN
emaj-45	263	28	”	"	PUNCT
emaj-45	263	29	,	,	PUNCT
emaj-45	263	30	journal	journal	NOUN
emaj-45	263	31	of	of	ADP
emaj-45	263	32	services	service	NOUN
emaj-45	263	33	marketing	marketing	NOUN
emaj-45	263	34	,	,	PUNCT
emaj-45	263	35	vol	vol	NOUN
emaj-45	263	36	.	.	NOUN
emaj-45	263	37	9	9	NUM
emaj-45	263	38	,	,	PUNCT
emaj-45	263	39	no	no	INTJ
emaj-45	263	40	.	.	NOUN
emaj-45	263	41	1	1	NUM
emaj-45	263	42	,	,	PUNCT
emaj-45	263	43	pp	pp	ADJ
emaj-45	263	44	.	.	PUNCT
emaj-45	264	1	15	15	NUM
emaj-45	264	2	-	-	SYM
emaj-45	264	3	23	23	NUM
emaj-45	264	4	.	.	PUNCT
emaj-45	265	1	tax	tax	NOUN
emaj-45	265	2	,	,	PUNCT
emaj-45	265	3	s.s	s.s	PROPN
emaj-45	265	4	.	.	PROPN
emaj-45	265	5	&	&	CCONJ
emaj-45	265	6	brown	brown	PROPN
emaj-45	265	7	,	,	PUNCT
emaj-45	265	8	s.w	s.w	PROPN
emaj-45	265	9	.	.	PROPN
emaj-45	265	10	(	(	PUNCT
emaj-45	265	11	1998	1998	NUM
emaj-45	265	12	)	)	PUNCT
emaj-45	265	13	,	,	PUNCT
emaj-45	265	14	“	"	PUNCT
emaj-45	265	15	recovering	recover	VERB
emaj-45	265	16	and	and	CCONJ
emaj-45	265	17	learning	learn	VERB
emaj-45	265	18	from	from	ADP
emaj-45	265	19	service	service	NOUN
emaj-45	265	20	failure	failure	NOUN
emaj-45	265	21	”	"	PUNCT
emaj-45	265	22	,	,	PUNCT
emaj-45	265	23	sloan	sloan	PROPN
emaj-45	265	24	management	management	PROPN
emaj-45	265	25	review	review	PROPN
emaj-45	265	26	,	,	PUNCT
emaj-45	265	27	vol	vol	NOUN
emaj-45	265	28	.	.	PROPN
emaj-45	265	29	40	40	NUM
emaj-45	265	30	,	,	PUNCT
emaj-45	265	31	no	no	INTJ
emaj-45	265	32	.	.	NOUN
emaj-45	265	33	1	1	NUM
emaj-45	265	34	,	,	PUNCT
emaj-45	265	35	pp	pp	ADJ
emaj-45	265	36	.	.	PUNCT
emaj-45	266	1	75	75	NUM
emaj-45	266	2	-	-	SYM
emaj-45	266	3	88	88	NUM
emaj-45	266	4	.	.	PUNCT
emaj-45	267	1	tax	tax	NOUN
emaj-45	267	2	,	,	PUNCT
emaj-45	267	3	s.s	s.s	PROPN
emaj-45	267	4	.	.	PROPN
emaj-45	267	5	,	,	PUNCT
emaj-45	267	6	brown	brown	PROPN
emaj-45	267	7	,	,	PUNCT
emaj-45	267	8	s.w	s.w	PROPN
emaj-45	267	9	.	.	PROPN
emaj-45	267	10	&	&	CCONJ
emaj-45	267	11	chandrashekaran	chandrashekaran	PROPN
emaj-45	267	12	,	,	PUNCT
emaj-45	267	13	m.	m.	NOUN
emaj-45	267	14	(	(	PUNCT
emaj-45	267	15	1998	1998	NUM
emaj-45	267	16	)	)	PUNCT
emaj-45	267	17	,	,	PUNCT
emaj-45	267	18	“	"	PUNCT
emaj-45	267	19	customer	customer	NOUN
emaj-45	267	20	evaluations	evaluation	NOUN
emaj-45	267	21	of	of	ADP
emaj-45	267	22	service	service	NOUN
emaj-45	267	23	complaint	complaint	NOUN
emaj-45	267	24	experiences	experience	NOUN
emaj-45	267	25	:	:	PUNCT
emaj-45	267	26	implications	implication	NOUN
emaj-45	267	27	for	for	ADP
emaj-45	267	28	relationship	relationship	NOUN
emaj-45	267	29	marketing	marketing	NOUN
emaj-45	267	30	”	"	PUNCT
emaj-45	267	31	,	,	PUNCT
emaj-45	267	32	journal	journal	NOUN
emaj-45	267	33	of	of	ADP
emaj-45	267	34	marketing	marketing	NOUN
emaj-45	267	35	,	,	PUNCT
emaj-45	267	36	vol	vol	NOUN
emaj-45	267	37	.	.	PROPN
emaj-45	267	38	62	62	NUM
emaj-45	267	39	,	,	PUNCT
emaj-45	267	40	no	no	INTJ
emaj-45	267	41	.	.	NOUN
emaj-45	267	42	4	4	NUM
emaj-45	267	43	,	,	PUNCT
emaj-45	267	44	pp	pp	ADJ
emaj-45	267	45	.	.	PUNCT
emaj-45	268	1	60	60	NUM
emaj-45	268	2	-	-	SYM
emaj-45	268	3	76	76	NUM
emaj-45	268	4	.	.	PUNCT
emaj-45	269	1	volume	volume	NOUN
emaj-45	269	2	4	4	NUM
emaj-45	269	3	no	no	DET
emaj-45	269	4	1	1	NUM
emaj-45	269	5	(	(	PUNCT
emaj-45	269	6	2014	2014	NUM
emaj-45	269	7	)	)	PUNCT
emaj-45	269	8	|	|	ADV
emaj-45	269	9	issn	issn	VERB
emaj-45	269	10	2158	2158	NUM
emaj-45	269	11	-	-	SYM
emaj-45	269	12	8708	8708	NUM
emaj-45	269	13	(	(	PUNCT
emaj-45	269	14	online	online	NOUN
emaj-45	269	15	)	)	PUNCT
emaj-45	269	16	|	|	ADV
emaj-45	269	17	doi	doi	X
emaj-45	269	18	10.5195	10.5195	NUM
emaj-45	269	19	/	/	SYM
emaj-45	269	20	emaj.2014.45	emaj.2014.45	NOUN
emaj-45	270	1	|	|	ADV
emaj-45	270	2	http://emaj.pitt.edu	http://emaj.pitt.edu	VERB
emaj-45	270	3	the	the	DET
emaj-45	270	4	effects	effect	NOUN
emaj-45	270	5	of	of	ADP
emaj-45	270	6	justice	justice	NOUN
emaj-45	270	7	oriented	orient	VERB
emaj-45	270	8	service	service	NOUN
emaj-45	270	9	recovery	recovery	NOUN
emaj-45	270	10	on	on	ADP
emaj-45	270	11	customer	customer	NOUN
emaj-45	270	12	satisfaction	satisfaction	NOUN
emaj-45	270	13	and	and	CCONJ
emaj-45	270	14	loyalty	loyalty	NOUN
emaj-45	270	15	in	in	ADP
emaj-45	270	16	retail	retail	ADJ
emaj-45	270	17	banks	bank	NOUN
emaj-45	270	18	in	in	ADP
emaj-45	270	19	ethiopia	ethiopia	PROPN
emaj-45	270	20	page	page	NOUN
emaj-45	270	21	|58|	|58|	NOUN
emaj-45	270	22	emerging	emerge	VERB
emaj-45	270	23	markets	market	NOUN
emaj-45	270	24	journal	journal	PROPN
emaj-45	270	25	zeithaml	zeithaml	PROPN
emaj-45	270	26	,	,	PUNCT
emaj-45	270	27	v.	v.	PROPN
emaj-45	270	28	a.	a.	PROPN
emaj-45	270	29	,	,	PUNCT
emaj-45	270	30	&	&	CCONJ
emaj-45	270	31	bitner	bitner	PROPN
emaj-45	270	32	,	,	PUNCT
emaj-45	270	33	m.	m.	NOUN
emaj-45	270	34	j.	j.	PROPN
emaj-45	270	35	(	(	PUNCT
emaj-45	270	36	2003),”services	2003),”services	NUM
emaj-45	270	37	marketing	marketing	NOUN
emaj-45	270	38	:	:	PUNCT
emaj-45	270	39	integrating	integrate	VERB
emaj-45	270	40	customer	customer	NOUN
emaj-45	270	41	focus	focus	VERB
emaj-45	270	42	across	across	ADP
emaj-45	270	43	the	the	DET
emaj-45	270	44	firm	firm	NOUN
emaj-45	270	45	”	"	PUNCT
emaj-45	270	46	.	.	PUNCT
emaj-45	271	1	mc	mc	PROPN
emaj-45	271	2	graw	graw	PROPN
emaj-45	271	3	-	-	PUNCT
emaj-45	271	4	hill	hill	NOUN
emaj-45	271	5	higher	high	ADJ
emaj-45	271	6	education	education	NOUN
emaj-45	271	7	.	.	PUNCT
emaj-45	272	1	zemke	zemke	PROPN
emaj-45	272	2	,	,	PUNCT
emaj-45	272	3	r.	r.	PROPN
emaj-45	272	4	(	(	PUNCT
emaj-45	272	5	1994	1994	NUM
emaj-45	272	6	)	)	PUNCT
emaj-45	272	7	,	,	PUNCT
emaj-45	272	8	“	"	PUNCT
emaj-45	272	9	service	service	NOUN
emaj-45	272	10	recovery	recovery	NOUN
emaj-45	272	11	”	"	PUNCT
emaj-45	272	12	,	,	PUNCT
emaj-45	272	13	executive	executive	ADJ
emaj-45	272	14	excellence	excellence	PROPN
emaj-45	272	15	,	,	PUNCT
emaj-45	272	16	vol	vol	NOUN
emaj-45	272	17	.	.	PROPN
emaj-45	272	18	11	11	NUM
emaj-45	272	19	no	no	NOUN
emaj-45	272	20	.	.	NOUN
emaj-45	272	21	9	9	NUM
emaj-45	272	22	,	,	PUNCT
emaj-45	272	23	pp	pp	ADJ
emaj-45	272	24	.	.	PUNCT
emaj-45	273	1	17	17	NUM
emaj-45	273	2	-	-	SYM
emaj-45	273	3	18	18	NUM
emaj-45	273	4	.	.	PUNCT