id	sid	tid	token	lemma	pos
emaj-84	1	1	volume	volume	NOUN
emaj-84	1	2	5	5	NUM
emaj-84	1	3	no	no	DET
emaj-84	1	4	2	2	NUM
emaj-84	1	5	(	(	PUNCT
emaj-84	1	6	2015	2015	NUM
emaj-84	1	7	)	)	PUNCT
emaj-84	1	8	|	|	ADV
emaj-84	1	9	issn	issn	VERB
emaj-84	1	10	2158	2158	NUM
emaj-84	1	11	-	-	SYM
emaj-84	1	12	8708	8708	NUM
emaj-84	1	13	(	(	PUNCT
emaj-84	1	14	online	online	NOUN
emaj-84	1	15	)	)	PUNCT
emaj-84	2	1	|	|	ADV
emaj-84	2	2	doi	doi	X
emaj-84	2	3	10.5195	10.5195	NUM
emaj-84	2	4	/	/	SYM
emaj-84	2	5	emaj.2015.84	emaj.2015.84	NOUN
emaj-84	2	6	|	|	NOUN
emaj-84	2	7	http://emaj.pitt.edu	http://emaj.pitt.edu	VERB
emaj-84	2	8	the	the	DET
emaj-84	2	9	effect	effect	NOUN
emaj-84	2	10	of	of	ADP
emaj-84	2	11	relationship	relationship	NOUN
emaj-84	2	12	marketing	marketing	NOUN
emaj-84	2	13	on	on	ADP
emaj-84	2	14	customers	customer	NOUN
emaj-84	2	15	’	'	PUNCT
emaj-84	2	16	loyalty	loyalty	NOUN
emaj-84	2	17	(	(	PUNCT
emaj-84	2	18	evidence	evidence	NOUN
emaj-84	2	19	from	from	ADP
emaj-84	2	20	zemen	zemen	PROPN
emaj-84	2	21	bank	bank	PROPN
emaj-84	2	22	)	)	PUNCT
emaj-84	2	23	cherinet	cherinet	PROPN
emaj-84	2	24	boke	boke	VERB
emaj-84	2	25	chakiso	chakiso	PROPN
emaj-84	2	26	lecturer	lecturer	NOUN
emaj-84	2	27	,	,	PUNCT
emaj-84	2	28	debre	debre	PROPN
emaj-84	2	29	berhan	berhan	PROPN
emaj-84	2	30	university	university	PROPN
emaj-84	2	31	,	,	PUNCT
emaj-84	2	32	college	college	NOUN
emaj-84	2	33	of	of	ADP
emaj-84	2	34	business	business	NOUN
emaj-84	2	35	and	and	CCONJ
emaj-84	2	36	economics	economic	NOUN
emaj-84	2	37	,	,	PUNCT
emaj-84	2	38	ethiopia	ethiopia	PROPN
emaj-84	2	39	|	|	CCONJ
emaj-84	2	40	e	e	NOUN
emaj-84	2	41	-	-	NOUN
emaj-84	2	42	mail	mail	NOUN
emaj-84	2	43	:	:	PUNCT
emaj-84	2	44	chrnt.b@gmail.com	chrnt.b@gmail.com	X
emaj-84	3	1	volume	volume	NOUN
emaj-84	3	2	5	5	NUM
emaj-84	3	3	no	no	DET
emaj-84	3	4	2	2	NUM
emaj-84	3	5	(	(	PUNCT
emaj-84	3	6	2015	2015	NUM
emaj-84	3	7	)	)	PUNCT
emaj-84	3	8	|	|	ADV
emaj-84	3	9	issn	issn	VERB
emaj-84	3	10	2158	2158	NUM
emaj-84	3	11	-	-	SYM
emaj-84	3	12	8708	8708	NUM
emaj-84	3	13	(	(	PUNCT
emaj-84	3	14	online	online	NOUN
emaj-84	3	15	)	)	PUNCT
emaj-84	4	1	|	|	ADV
emaj-84	4	2	doi	doi	X
emaj-84	4	3	10.5195	10.5195	NUM
emaj-84	4	4	/	/	SYM
emaj-84	4	5	emaj.2015.84	emaj.2015.84	NOUN
emaj-84	4	6	|	|	NOUN
emaj-84	4	7	http://emaj.pitt.edu	http://emaj.pitt.edu	VERB
emaj-84	4	8	|	|	ADV
emaj-84	4	9	abstract	abstract	ADV
emaj-84	4	10	every	every	DET
emaj-84	4	11	firm	firm	NOUN
emaj-84	4	12	without	without	ADP
emaj-84	4	13	good	good	ADJ
emaj-84	4	14	marketing	marketing	NOUN
emaj-84	4	15	team	team	NOUN
emaj-84	4	16	and	and	CCONJ
emaj-84	4	17	strategies	strategy	NOUN
emaj-84	4	18	is	be	AUX
emaj-84	4	19	bound	bind	VERB
emaj-84	4	20	to	to	PART
emaj-84	4	21	fail	fail	VERB
emaj-84	4	22	.	.	PUNCT
emaj-84	5	1	in	in	ADP
emaj-84	5	2	order	order	NOUN
emaj-84	5	3	to	to	PART
emaj-84	5	4	be	be	AUX
emaj-84	5	5	competitive	competitive	ADJ
emaj-84	5	6	and	and	CCONJ
emaj-84	5	7	profitable	profitable	ADJ
emaj-84	5	8	in	in	ADP
emaj-84	5	9	the	the	DET
emaj-84	5	10	industry	industry	NOUN
emaj-84	5	11	,	,	PUNCT
emaj-84	5	12	bankers	banker	NOUN
emaj-84	5	13	should	should	AUX
emaj-84	5	14	acquire	acquire	VERB
emaj-84	5	15	and	and	CCONJ
emaj-84	5	16	retain	retain	VERB
emaj-84	5	17	profitable	profitable	ADJ
emaj-84	5	18	customers	customer	NOUN
emaj-84	5	19	.	.	PUNCT
emaj-84	6	1	definitely	definitely	ADV
emaj-84	6	2	this	this	PRON
emaj-84	6	3	is	be	AUX
emaj-84	6	4	done	do	VERB
emaj-84	6	5	with	with	ADP
emaj-84	6	6	relationship	relationship	NOUN
emaj-84	6	7	marketing	marketing	NOUN
emaj-84	6	8	.	.	PUNCT
emaj-84	7	1	relationship	relationship	NOUN
emaj-84	7	2	marketing	marketing	NOUN
emaj-84	7	3	is	be	AUX
emaj-84	7	4	a	a	DET
emaj-84	7	5	philosophy	philosophy	NOUN
emaj-84	7	6	of	of	ADP
emaj-84	7	7	doing	do	VERB
emaj-84	7	8	business	business	NOUN
emaj-84	7	9	,	,	PUNCT
emaj-84	7	10	a	a	DET
emaj-84	7	11	strategic	strategic	ADJ
emaj-84	7	12	orientation	orientation	NOUN
emaj-84	7	13	that	that	PRON
emaj-84	7	14	focuses	focus	VERB
emaj-84	7	15	on	on	ADP
emaj-84	7	16	keeping	keep	VERB
emaj-84	7	17	and	and	CCONJ
emaj-84	7	18	improving	improve	VERB
emaj-84	7	19	current	current	ADJ
emaj-84	7	20	customers	customer	NOUN
emaj-84	7	21	rather	rather	ADV
emaj-84	7	22	than	than	ADP
emaj-84	7	23	acquiring	acquire	VERB
emaj-84	7	24	new	new	ADJ
emaj-84	7	25	customers	customer	NOUN
emaj-84	7	26	.	.	PUNCT
emaj-84	8	1	the	the	DET
emaj-84	8	2	aim	aim	NOUN
emaj-84	8	3	of	of	ADP
emaj-84	8	4	this	this	DET
emaj-84	8	5	study	study	NOUN
emaj-84	8	6	is	be	AUX
emaj-84	8	7	to	to	PART
emaj-84	8	8	investigate	investigate	VERB
emaj-84	8	9	the	the	DET
emaj-84	8	10	influence	influence	NOUN
emaj-84	8	11	of	of	ADP
emaj-84	8	12	relationship	relationship	NOUN
emaj-84	8	13	marketing	marketing	NOUN
emaj-84	8	14	underpinning	underpin	VERB
emaj-84	8	15	son	son	NOUN
emaj-84	8	16	customers‟	customers‟	PROPN
emaj-84	8	17	loyalty	loyalty	PROPN
emaj-84	8	18	.	.	PUNCT
emaj-84	9	1	the	the	DET
emaj-84	9	2	study	study	NOUN
emaj-84	9	3	also	also	ADV
emaj-84	9	4	investigated	investigate	VERB
emaj-84	9	5	the	the	DET
emaj-84	9	6	mediating	mediate	VERB
emaj-84	9	7	role	role	NOUN
emaj-84	9	8	of	of	ADP
emaj-84	9	9	top	top	ADJ
emaj-84	9	10	management	management	NOUN
emaj-84	9	11	commitment	commitment	NOUN
emaj-84	9	12	between	between	ADP
emaj-84	9	13	relationship	relationship	NOUN
emaj-84	9	14	marketing	marketing	NOUN
emaj-84	9	15	and	and	CCONJ
emaj-84	9	16	customers‟	customers‟	NOUN
emaj-84	9	17	loyalty	loyalty	NOUN
emaj-84	9	18	.	.	PUNCT
emaj-84	10	1	the	the	DET
emaj-84	10	2	study	study	NOUN
emaj-84	10	3	is	be	AUX
emaj-84	10	4	based	base	VERB
emaj-84	10	5	on	on	ADP
emaj-84	10	6	information	information	NOUN
emaj-84	10	7	collected	collect	VERB
emaj-84	10	8	from	from	ADP
emaj-84	10	9	both	both	CCONJ
emaj-84	10	10	primary	primary	ADJ
emaj-84	10	11	and	and	CCONJ
emaj-84	10	12	secondary	secondary	ADJ
emaj-84	10	13	sources	source	NOUN
emaj-84	10	14	of	of	ADP
emaj-84	10	15	data	datum	NOUN
emaj-84	10	16	.	.	PUNCT
emaj-84	11	1	the	the	DET
emaj-84	11	2	sample	sample	NOUN
emaj-84	11	3	for	for	ADP
emaj-84	11	4	this	this	DET
emaj-84	11	5	study	study	NOUN
emaj-84	11	6	is	be	AUX
emaj-84	11	7	taken	take	VERB
emaj-84	11	8	from	from	ADP
emaj-84	11	9	customers	customer	NOUN
emaj-84	11	10	of	of	ADP
emaj-84	11	11	zemen	zemen	PROPN
emaj-84	11	12	bank	bank	PROPN
emaj-84	11	13	in	in	ADP
emaj-84	11	14	addis	addis	PROPN
emaj-84	11	15	ababa	ababa	PROPN
emaj-84	11	16	.	.	PUNCT
emaj-84	12	1	data	datum	NOUN
emaj-84	12	2	analyses	analysis	NOUN
emaj-84	12	3	were	be	AUX
emaj-84	12	4	done	do	VERB
emaj-84	12	5	using	use	VERB
emaj-84	12	6	frequencies	frequency	NOUN
emaj-84	12	7	,	,	PUNCT
emaj-84	12	8	percentages	percentage	NOUN
emaj-84	12	9	,	,	PUNCT
emaj-84	12	10	means	mean	NOUN
emaj-84	12	11	,	,	PUNCT
emaj-84	12	12	standard	standard	ADJ
emaj-84	12	13	deviations	deviation	NOUN
emaj-84	12	14	,	,	PUNCT
emaj-84	12	15	cross	cros	NOUN
emaj-84	12	16	-	-	NOUN
emaj-84	12	17	tabulations	tabulation	NOUN
emaj-84	12	18	,	,	PUNCT
emaj-84	12	19	and	and	CCONJ
emaj-84	12	20	tables	table	NOUN
emaj-84	12	21	followed	follow	VERB
emaj-84	12	22	by	by	ADP
emaj-84	12	23	discussions	discussion	NOUN
emaj-84	12	24	.	.	PUNCT
emaj-84	13	1	moreover	moreover	ADV
emaj-84	13	2	,	,	PUNCT
emaj-84	13	3	inferential	inferential	ADJ
emaj-84	13	4	statistics	statistic	NOUN
emaj-84	13	5	of	of	ADP
emaj-84	13	6	bivariate	bivariate	ADJ
emaj-84	13	7	correlations	correlation	NOUN
emaj-84	13	8	and	and	CCONJ
emaj-84	13	9	simple	simple	ADJ
emaj-84	13	10	as	as	ADV
emaj-84	13	11	well	well	ADV
emaj-84	13	12	as	as	ADP
emaj-84	13	13	multiple	multiple	ADJ
emaj-84	13	14	regressions	regression	NOUN
emaj-84	13	15	were	be	AUX
emaj-84	13	16	used	use	VERB
emaj-84	13	17	.	.	PUNCT
emaj-84	14	1	findings	finding	NOUN
emaj-84	14	2	of	of	ADP
emaj-84	14	3	this	this	DET
emaj-84	14	4	study	study	NOUN
emaj-84	14	5	reveal	reveal	VERB
emaj-84	14	6	that	that	SCONJ
emaj-84	14	7	there	there	PRON
emaj-84	14	8	is	be	VERB
emaj-84	14	9	a	a	DET
emaj-84	14	10	significant	significant	ADJ
emaj-84	14	11	and	and	CCONJ
emaj-84	14	12	strong	strong	ADJ
emaj-84	14	13	correlation	correlation	NOUN
emaj-84	14	14	between	between	ADP
emaj-84	14	15	relationship	relationship	NOUN
emaj-84	14	16	marketing	marketing	NOUN
emaj-84	14	17	and	and	CCONJ
emaj-84	14	18	customers‟	customers‟	NOUN
emaj-84	14	19	loyalty	loyalty	NOUN
emaj-84	14	20	.	.	PUNCT
emaj-84	15	1	moreover	moreover	ADV
emaj-84	15	2	,	,	PUNCT
emaj-84	15	3	the	the	DET
emaj-84	15	4	study	study	NOUN
emaj-84	15	5	reveals	reveal	VERB
emaj-84	15	6	that	that	SCONJ
emaj-84	15	7	there	there	PRON
emaj-84	15	8	is	be	VERB
emaj-84	15	9	significant	significant	ADJ
emaj-84	15	10	effect	effect	NOUN
emaj-84	15	11	of	of	ADP
emaj-84	15	12	trust	trust	NOUN
emaj-84	15	13	,	,	PUNCT
emaj-84	15	14	commitment	commitment	NOUN
emaj-84	15	15	,	,	PUNCT
emaj-84	15	16	communication	communication	NOUN
emaj-84	15	17	,	,	PUNCT
emaj-84	15	18	and	and	CCONJ
emaj-84	15	19	gratitude	gratitude	NOUN
emaj-84	15	20	on	on	ADP
emaj-84	15	21	predicting	predict	VERB
emaj-84	15	22	customers	customer	NOUN
emaj-84	15	23	’	'	PUNCT
emaj-84	15	24	loyalty	loyalty	NOUN
emaj-84	15	25	.	.	PUNCT
emaj-84	16	1	of	of	ADP
emaj-84	16	2	these	these	DET
emaj-84	16	3	relationships	relationship	NOUN
emaj-84	16	4	,	,	PUNCT
emaj-84	16	5	gratitude	gratitude	NOUN
emaj-84	16	6	emerged	emerge	VERB
emaj-84	16	7	as	as	ADP
emaj-84	16	8	the	the	DET
emaj-84	16	9	strongest	strong	ADJ
emaj-84	16	10	factor	factor	NOUN
emaj-84	16	11	which	which	PRON
emaj-84	16	12	influences	influence	VERB
emaj-84	16	13	customers	customer	NOUN
emaj-84	16	14	’	'	PUNCT
emaj-84	16	15	loyalty	loyalty	NOUN
emaj-84	16	16	while	while	SCONJ
emaj-84	16	17	conflict	conflict	NOUN
emaj-84	16	18	management	management	NOUN
emaj-84	16	19	remained	remain	VERB
emaj-84	16	20	statistically	statistically	ADV
emaj-84	16	21	insignificant	insignificant	ADJ
emaj-84	16	22	and	and	CCONJ
emaj-84	16	23	negligible	negligible	ADJ
emaj-84	16	24	influence	influence	NOUN
emaj-84	16	25	on	on	ADP
emaj-84	16	26	customers	customer	NOUN
emaj-84	16	27	’	'	PUNCT
emaj-84	16	28	loyalty	loyalty	NOUN
emaj-84	16	29	in	in	ADP
emaj-84	16	30	the	the	DET
emaj-84	16	31	cumulative	cumulative	ADJ
emaj-84	16	32	model	model	NOUN
emaj-84	16	33	.	.	PUNCT
emaj-84	17	1	however	however	ADV
emaj-84	17	2	,	,	PUNCT
emaj-84	17	3	all	all	DET
emaj-84	17	4	underpinnings	underpinning	NOUN
emaj-84	17	5	had	have	VERB
emaj-84	17	6	statistically	statistically	ADV
emaj-84	17	7	significant	significant	ADJ
emaj-84	17	8	influence	influence	NOUN
emaj-84	17	9	on	on	ADP
emaj-84	17	10	customers	customer	NOUN
emaj-84	17	11	’	'	PUNCT
emaj-84	17	12	loyalty	loyalty	NOUN
emaj-84	17	13	as	as	ADP
emaj-84	17	14	individual	individual	ADJ
emaj-84	17	15	.	.	PUNCT
emaj-84	18	1	moreover	moreover	ADV
emaj-84	18	2	,	,	PUNCT
emaj-84	18	3	management	management	NOUN
emaj-84	18	4	commitment	commitment	NOUN
emaj-84	18	5	had	have	VERB
emaj-84	18	6	mediating	mediate	VERB
emaj-84	18	7	effect	effect	NOUN
emaj-84	18	8	between	between	ADP
emaj-84	18	9	relationship	relationship	NOUN
emaj-84	18	10	marketing	marketing	NOUN
emaj-84	18	11	and	and	CCONJ
emaj-84	18	12	customers	customer	NOUN
emaj-84	18	13	’	'	PUNCT
emaj-84	18	14	loyalty	loyalty	NOUN
emaj-84	18	15	.	.	PUNCT
emaj-84	19	1	depending	depend	VERB
emaj-84	19	2	on	on	ADP
emaj-84	19	3	the	the	DET
emaj-84	19	4	findings	finding	NOUN
emaj-84	19	5	,	,	PUNCT
emaj-84	19	6	practical	practical	ADJ
emaj-84	19	7	implications	implication	NOUN
emaj-84	19	8	of	of	ADP
emaj-84	19	9	this	this	DET
emaj-84	19	10	study	study	NOUN
emaj-84	19	11	is	be	AUX
emaj-84	19	12	,	,	PUNCT
emaj-84	19	13	in	in	ADP
emaj-84	19	14	order	order	NOUN
emaj-84	19	15	to	to	PART
emaj-84	19	16	ensure	ensure	VERB
emaj-84	19	17	loyalty	loyalty	NOUN
emaj-84	19	18	among	among	ADP
emaj-84	19	19	bank	bank	NOUN
emaj-84	19	20	customers	customer	NOUN
emaj-84	19	21	;	;	PUNCT
emaj-84	19	22	bankers	banker	NOUN
emaj-84	19	23	should	should	AUX
emaj-84	19	24	build	build	VERB
emaj-84	19	25	a	a	DET
emaj-84	19	26	better	well	ADJ
emaj-84	19	27	relationship	relationship	NOUN
emaj-84	19	28	marketing	marketing	NOUN
emaj-84	19	29	strategy	strategy	NOUN
emaj-84	19	30	.	.	PUNCT
emaj-84	20	1	therefore	therefore	ADV
emaj-84	20	2	,	,	PUNCT
emaj-84	20	3	banks	bank	NOUN
emaj-84	20	4	competitiveness	competitiveness	NOUN
emaj-84	20	5	and	and	CCONJ
emaj-84	20	6	profitability	profitability	NOUN
emaj-84	20	7	will	will	AUX
emaj-84	20	8	depend	depend	VERB
emaj-84	20	9	on	on	ADP
emaj-84	20	10	their	their	PRON
emaj-84	20	11	ability	ability	NOUN
emaj-84	20	12	to	to	PART
emaj-84	20	13	build	build	VERB
emaj-84	20	14	strong	strong	ADJ
emaj-84	20	15	relationship	relationship	NOUN
emaj-84	20	16	bonds	bond	NOUN
emaj-84	20	17	with	with	ADP
emaj-84	20	18	their	their	PRON
emaj-84	20	19	customers	customer	NOUN
emaj-84	20	20	continuously	continuously	ADV
emaj-84	20	21	.	.	PUNCT
emaj-84	21	1	furthermore	furthermore	ADV
emaj-84	21	2	,	,	PUNCT
emaj-84	21	3	future	future	ADJ
emaj-84	21	4	research	research	NOUN
emaj-84	21	5	directions	direction	NOUN
emaj-84	21	6	were	be	AUX
emaj-84	21	7	also	also	ADV
emaj-84	21	8	suggested	suggest	VERB
emaj-84	21	9	on	on	ADP
emaj-84	21	10	this	this	DET
emaj-84	21	11	study	study	NOUN
emaj-84	21	12	.	.	PUNCT
emaj-84	22	1	keywords	keyword	NOUN
emaj-84	22	2	:	:	PUNCT
emaj-84	22	3	relationship	relationship	NOUN
emaj-84	22	4	marketing	marketing	NOUN
emaj-84	22	5	,	,	PUNCT
emaj-84	22	6	trust	trust	NOUN
emaj-84	22	7	,	,	PUNCT
emaj-84	22	8	commitment	commitment	NOUN
emaj-84	22	9	,	,	PUNCT
emaj-84	22	10	conflict	conflict	NOUN
emaj-84	22	11	management	management	NOUN
emaj-84	22	12	,	,	PUNCT
emaj-84	22	13	communication	communication	NOUN
emaj-84	22	14	,	,	PUNCT
emaj-84	22	15	gratitude	gratitude	NOUN
emaj-84	22	16	,	,	PUNCT
emaj-84	22	17	management	management	NOUN
emaj-84	22	18	commitment	commitment	NOUN
emaj-84	22	19	,	,	PUNCT
emaj-84	22	20	customers	customer	NOUN
emaj-84	22	21	loyalty	loyalty	NOUN
emaj-84	22	22	.	.	PUNCT
emaj-84	23	1	new	new	ADJ
emaj-84	23	2	articles	article	NOUN
emaj-84	23	3	in	in	ADP
emaj-84	23	4	this	this	DET
emaj-84	23	5	journal	journal	NOUN
emaj-84	23	6	are	be	AUX
emaj-84	23	7	licensed	license	VERB
emaj-84	23	8	under	under	ADP
emaj-84	23	9	a	a	DET
emaj-84	23	10	creative	creative	ADJ
emaj-84	23	11	commons	common	NOUN
emaj-84	23	12	attribution	attribution	NOUN
emaj-84	23	13	3.0	3.0	NUM
emaj-84	23	14	united	unite	VERB
emaj-84	23	15	states	states	PROPN
emaj-84	23	16	license	license	NOUN
emaj-84	23	17	.	.	PUNCT
emaj-84	24	1	this	this	DET
emaj-84	24	2	journal	journal	NOUN
emaj-84	24	3	is	be	AUX
emaj-84	24	4	published	publish	VERB
emaj-84	24	5	by	by	ADP
emaj-84	24	6	the	the	DET
emaj-84	24	7	university	university	NOUN
emaj-84	24	8	library	library	NOUN
emaj-84	24	9	system	system	NOUN
emaj-84	24	10	of	of	ADP
emaj-84	24	11	the	the	DET
emaj-84	24	12	university	university	PROPN
emaj-84	24	13	of	of	ADP
emaj-84	24	14	pittsburgh	pittsburgh	PROPN
emaj-84	24	15	as	as	ADP
emaj-84	24	16	part	part	NOUN
emaj-84	24	17	of	of	ADP
emaj-84	24	18	its	its	PRON
emaj-84	24	19	d	d	NOUN
emaj-84	24	20	-	-	PUNCT
emaj-84	24	21	scribe	scribe	VERB
emaj-84	24	22	digital	digital	ADJ
emaj-84	24	23	publishing	publishing	NOUN
emaj-84	24	24	program	program	NOUN
emaj-84	24	25	,	,	PUNCT
emaj-84	24	26	and	and	CCONJ
emaj-84	24	27	is	be	AUX
emaj-84	24	28	cosponsored	cosponsor	VERB
emaj-84	24	29	by	by	ADP
emaj-84	24	30	the	the	DET
emaj-84	24	31	university	university	PROPN
emaj-84	24	32	of	of	ADP
emaj-84	24	33	pittsburgh	pittsburgh	PROPN
emaj-84	24	34	press	press	NOUN
emaj-84	24	35	.	.	PUNCT
emaj-84	25	1	http://www.library.pitt.edu/	http://www.library.pitt.edu/	PROPN
emaj-84	25	2	http://www.pitt.edu/	http://www.pitt.edu/	NOUN
emaj-84	25	3	http://www.library.pitt.edu/articles/digpubtype/index.html	http://www.library.pitt.edu/articles/digpubtype/index.html	X
emaj-84	25	4	http://www.upress.pitt.edu/upressindex.aspx	http://www.upress.pitt.edu/upressindex.aspx	NUM
emaj-84	25	5	http://creativecommons.org/licenses/by/3.0/us/	http://creativecommons.org/licenses/by/3.0/us/	NOUN
emaj-84	25	6	volume	volume	NOUN
emaj-84	25	7	5	5	NUM
emaj-84	25	8	no	no	DET
emaj-84	25	9	2	2	NUM
emaj-84	25	10	(	(	PUNCT
emaj-84	25	11	2015	2015	NUM
emaj-84	25	12	)	)	PUNCT
emaj-84	25	13	|	|	ADV
emaj-84	25	14	issn	issn	VERB
emaj-84	25	15	2158	2158	NUM
emaj-84	25	16	-	-	SYM
emaj-84	25	17	8708	8708	NUM
emaj-84	25	18	(	(	PUNCT
emaj-84	25	19	online	online	NOUN
emaj-84	25	20	)	)	PUNCT
emaj-84	26	1	|	|	ADV
emaj-84	26	2	doi	doi	X
emaj-84	26	3	10.5195	10.5195	NUM
emaj-84	26	4	/	/	SYM
emaj-84	26	5	emaj.2015.84	emaj.2015.84	NOUN
emaj-84	26	6	|	|	NOUN
emaj-84	26	7	http://emaj.pitt.edu	http://emaj.pitt.edu	VERB
emaj-84	26	8	the	the	DET
emaj-84	26	9	effect	effect	NOUN
emaj-84	26	10	of	of	ADP
emaj-84	26	11	relationship	relationship	NOUN
emaj-84	26	12	marketing	marketing	NOUN
emaj-84	26	13	on	on	ADP
emaj-84	26	14	customers	customer	NOUN
emaj-84	26	15	’	'	PUNCT
emaj-84	26	16	loyalty	loyalty	NOUN
emaj-84	26	17	(	(	PUNCT
emaj-84	26	18	evidence	evidence	NOUN
emaj-84	26	19	from	from	ADP
emaj-84	26	20	zemen	zemen	PROPN
emaj-84	26	21	bank	bank	PROPN
emaj-84	26	22	)	)	PUNCT
emaj-84	26	23	page	page	NOUN
emaj-84	26	24	|58|	|58|	NOUN
emaj-84	26	25	emerging	emerge	VERB
emaj-84	26	26	markets	market	NOUN
emaj-84	26	27	journal	journal	VERB
emaj-84	26	28	the	the	DET
emaj-84	26	29	effect	effect	NOUN
emaj-84	26	30	of	of	ADP
emaj-84	26	31	relationship	relationship	NOUN
emaj-84	26	32	marketing	marketing	NOUN
emaj-84	26	33	on	on	ADP
emaj-84	26	34	customers	customer	NOUN
emaj-84	26	35	’	'	PUNCT
emaj-84	26	36	loyalty	loyalty	NOUN
emaj-84	26	37	(	(	PUNCT
emaj-84	26	38	evidence	evidence	NOUN
emaj-84	26	39	from	from	ADP
emaj-84	26	40	zemen	zemen	PROPN
emaj-84	26	41	bank	bank	PROPN
emaj-84	26	42	)	)	PUNCT
emaj-84	26	43	cherinet	cherinet	PROPN
emaj-84	26	44	boke	boke	VERB
emaj-84	26	45	chakiso	chakiso	PROPN
emaj-84	26	46	1	1	NUM
emaj-84	26	47	.	.	PUNCT
emaj-84	27	1	introduction	introduction	NOUN
emaj-84	27	2	1.1	1.1	NUM
emaj-84	27	3	background	background	NOUN
emaj-84	27	4	of	of	ADP
emaj-84	27	5	the	the	DET
emaj-84	27	6	study	study	NOUN
emaj-84	27	7	it	it	PRON
emaj-84	27	8	is	be	AUX
emaj-84	27	9	clear	clear	ADJ
emaj-84	27	10	that	that	SCONJ
emaj-84	27	11	customer	customer	NOUN
emaj-84	27	12	is	be	AUX
emaj-84	27	13	the	the	DET
emaj-84	27	14	only	only	ADJ
emaj-84	27	15	source	source	NOUN
emaj-84	27	16	of	of	ADP
emaj-84	27	17	the	the	DET
emaj-84	27	18	companies	company	NOUN
emaj-84	27	19	’	'	PUNCT
emaj-84	27	20	present	present	ADJ
emaj-84	27	21	profit	profit	NOUN
emaj-84	27	22	and	and	CCONJ
emaj-84	27	23	future	future	ADJ
emaj-84	27	24	growth	growth	NOUN
emaj-84	27	25	.	.	PUNCT
emaj-84	28	1	and	and	CCONJ
emaj-84	28	2	also	also	ADV
emaj-84	28	3	creating	create	VERB
emaj-84	28	4	loyal	loyal	ADJ
emaj-84	28	5	customers	customer	NOUN
emaj-84	28	6	is	be	AUX
emaj-84	28	7	at	at	ADP
emaj-84	28	8	the	the	DET
emaj-84	28	9	heart	heart	NOUN
emaj-84	28	10	of	of	ADP
emaj-84	28	11	every	every	DET
emaj-84	28	12	business	business	NOUN
emaj-84	28	13	(	(	PUNCT
emaj-84	28	14	keller	keller	PROPN
emaj-84	28	15	and	and	CCONJ
emaj-84	28	16	kotler	kotler	NOUN
emaj-84	28	17	,	,	PUNCT
emaj-84	28	18	2012	2012	NUM
emaj-84	28	19	)	)	PUNCT
emaj-84	28	20	.	.	PUNCT
emaj-84	29	1	customers	customer	NOUN
emaj-84	29	2	are	be	AUX
emaj-84	29	3	central	central	ADJ
emaj-84	29	4	to	to	ADP
emaj-84	29	5	all	all	DET
emaj-84	29	6	marketing	marketing	NOUN
emaj-84	29	7	activities	activity	NOUN
emaj-84	29	8	all	all	ADV
emaj-84	29	9	over	over	ADP
emaj-84	29	10	the	the	DET
emaj-84	29	11	world	world	NOUN
emaj-84	29	12	.	.	PUNCT
emaj-84	30	1	success	success	NOUN
emaj-84	30	2	and	and	CCONJ
emaj-84	30	3	in	in	ADP
emaj-84	30	4	turn	turn	NOUN
emaj-84	30	5	profit	profit	NOUN
emaj-84	30	6	is	be	AUX
emaj-84	30	7	not	not	PART
emaj-84	30	8	unthinkable	unthinkable	ADJ
emaj-84	30	9	without	without	ADP
emaj-84	30	10	customers	customer	NOUN
emaj-84	30	11	.	.	PUNCT
emaj-84	31	1	moreover	moreover	ADV
emaj-84	31	2	,	,	PUNCT
emaj-84	31	3	companies	company	NOUN
emaj-84	31	4	incur	incur	VERB
emaj-84	31	5	millions	million	NOUN
emaj-84	31	6	of	of	ADP
emaj-84	31	7	dollars	dollar	NOUN
emaj-84	31	8	to	to	PART
emaj-84	31	9	attract	attract	VERB
emaj-84	31	10	customers	customer	NOUN
emaj-84	31	11	and	and	CCONJ
emaj-84	31	12	make	make	VERB
emaj-84	31	13	them	they	PRON
emaj-84	31	14	loyal	loyal	ADJ
emaj-84	31	15	.	.	PUNCT
emaj-84	32	1	with	with	ADP
emaj-84	32	2	the	the	DET
emaj-84	32	3	intense	intense	ADJ
emaj-84	32	4	competition	competition	NOUN
emaj-84	32	5	and	and	CCONJ
emaj-84	32	6	increasing	increase	VERB
emaj-84	32	7	globalization	globalization	NOUN
emaj-84	32	8	of	of	ADP
emaj-84	32	9	the	the	DET
emaj-84	32	10	financial	financial	ADJ
emaj-84	32	11	markets	market	NOUN
emaj-84	32	12	,	,	PUNCT
emaj-84	32	13	building	build	VERB
emaj-84	32	14	customer	customer	NOUN
emaj-84	32	15	loyalty	loyalty	NOUN
emaj-84	32	16	has	have	AUX
emaj-84	32	17	become	become	VERB
emaj-84	32	18	a	a	DET
emaj-84	32	19	critical	critical	ADJ
emaj-84	32	20	strategy	strategy	NOUN
emaj-84	32	21	for	for	ADP
emaj-84	32	22	most	most	ADJ
emaj-84	32	23	financial	financial	ADJ
emaj-84	32	24	institutions	institution	NOUN
emaj-84	32	25	.	.	PUNCT
emaj-84	33	1	the	the	DET
emaj-84	33	2	banking	banking	NOUN
emaj-84	33	3	industry	industry	NOUN
emaj-84	33	4	must	must	AUX
emaj-84	33	5	develop	develop	VERB
emaj-84	33	6	strong	strong	ADJ
emaj-84	33	7	relationships	relationship	NOUN
emaj-84	33	8	with	with	ADP
emaj-84	33	9	their	their	PRON
emaj-84	33	10	customers	customer	NOUN
emaj-84	33	11	in	in	ADP
emaj-84	33	12	order	order	NOUN
emaj-84	33	13	to	to	PART
emaj-84	33	14	compete	compete	VERB
emaj-84	33	15	successfully	successfully	ADV
emaj-84	33	16	in	in	ADP
emaj-84	33	17	the	the	DET
emaj-84	33	18	competitive	competitive	ADJ
emaj-84	33	19	retail	retail	ADJ
emaj-84	33	20	banking	banking	NOUN
emaj-84	33	21	environment	environment	NOUN
emaj-84	33	22	(	(	PUNCT
emaj-84	33	23	zhang	zhang	PROPN
emaj-84	33	24	,	,	PUNCT
emaj-84	33	25	2009	2009	NUM
emaj-84	33	26	)	)	PUNCT
emaj-84	33	27	.	.	PUNCT
emaj-84	34	1	clow	clow	PROPN
emaj-84	34	2	and	and	CCONJ
emaj-84	34	3	kurtz	kurtz	PROPN
emaj-84	34	4	,	,	PUNCT
emaj-84	34	5	(	(	PUNCT
emaj-84	34	6	2003	2003	NUM
emaj-84	34	7	)	)	PUNCT
emaj-84	34	8	stated	state	VERB
emaj-84	34	9	that	that	SCONJ
emaj-84	34	10	banks	bank	NOUN
emaj-84	34	11	profitability	profitability	NOUN
emaj-84	34	12	is	be	AUX
emaj-84	34	13	closely	closely	ADV
emaj-84	34	14	related	relate	VERB
emaj-84	34	15	with	with	ADP
emaj-84	34	16	customer‘s	customer‘s	NOUN
emaj-84	34	17	retention	retention	NOUN
emaj-84	34	18	.	.	PUNCT
emaj-84	35	1	they	they	PRON
emaj-84	35	2	also	also	ADV
emaj-84	35	3	claimed	claim	VERB
emaj-84	35	4	that	that	SCONJ
emaj-84	35	5	,	,	PUNCT
emaj-84	35	6	customer	customer	NOUN
emaj-84	35	7	defection	defection	NOUN
emaj-84	35	8	costs	cost	VERB
emaj-84	35	9	companies	company	NOUN
emaj-84	35	10	millions	million	NOUN
emaj-84	35	11	of	of	ADP
emaj-84	35	12	dollars	dollar	NOUN
emaj-84	35	13	each	each	DET
emaj-84	35	14	year	year	NOUN
emaj-84	35	15	in	in	ADP
emaj-84	35	16	lost	lost	ADJ
emaj-84	35	17	revenue	revenue	NOUN
emaj-84	35	18	.	.	PUNCT
emaj-84	36	1	in	in	ADP
emaj-84	36	2	addition	addition	NOUN
emaj-84	36	3	to	to	ADP
emaj-84	36	4	lost	lose	VERB
emaj-84	36	5	revenue	revenue	NOUN
emaj-84	36	6	,	,	PUNCT
emaj-84	36	7	defectors	defector	NOUN
emaj-84	36	8	normally	normally	ADV
emaj-84	36	9	spread	spread	VERB
emaj-84	36	10	negative	negative	ADJ
emaj-84	36	11	word	word	NOUN
emaj-84	36	12	of	of	ADP
emaj-84	36	13	mouth	mouth	NOUN
emaj-84	36	14	communication	communication	NOUN
emaj-84	36	15	which	which	PRON
emaj-84	36	16	can	can	AUX
emaj-84	36	17	influence	influence	VERB
emaj-84	36	18	other	other	ADJ
emaj-84	36	19	customers	customer	NOUN
emaj-84	36	20	to	to	PART
emaj-84	36	21	purchase	purchase	VERB
emaj-84	36	22	elsewhere	elsewhere	ADV
emaj-84	36	23	.	.	PUNCT
emaj-84	37	1	the	the	PRON
emaj-84	37	2	longer	long	ADV
emaj-84	37	3	a	a	DET
emaj-84	37	4	bank	bank	NOUN
emaj-84	37	5	can	can	AUX
emaj-84	37	6	retain	retain	VERB
emaj-84	37	7	a	a	DET
emaj-84	37	8	customer	customer	NOUN
emaj-84	37	9	,	,	PUNCT
emaj-84	37	10	the	the	DET
emaj-84	37	11	greater	great	ADJ
emaj-84	37	12	revenue	revenue	NOUN
emaj-84	37	13	and	and	CCONJ
emaj-84	37	14	cost	cost	NOUN
emaj-84	37	15	savings	saving	NOUN
emaj-84	37	16	from	from	ADP
emaj-84	37	17	that	that	DET
emaj-84	37	18	customer	customer	NOUN
emaj-84	37	19	.	.	PUNCT
emaj-84	38	1	customer	customer	NOUN
emaj-84	38	2	loyalty	loyalty	NOUN
emaj-84	38	3	is	be	AUX
emaj-84	38	4	an	an	DET
emaj-84	38	5	important	important	ADJ
emaj-84	38	6	factor	factor	NOUN
emaj-84	38	7	that	that	PRON
emaj-84	38	8	contributes	contribute	VERB
emaj-84	38	9	to	to	ADP
emaj-84	38	10	an	an	DET
emaj-84	38	11	organization	organization	NOUN
emaj-84	38	12	’s	’s	PART
emaj-84	38	13	earning	earning	NOUN
emaj-84	38	14	and	and	CCONJ
emaj-84	38	15	profits	profit	NOUN
emaj-84	38	16	.	.	PUNCT
emaj-84	39	1	loyal	loyal	ADJ
emaj-84	39	2	customers	customer	NOUN
emaj-84	39	3	normally	normally	ADV
emaj-84	39	4	establish	establish	VERB
emaj-84	39	5	stable	stable	ADJ
emaj-84	39	6	relationship	relationship	NOUN
emaj-84	39	7	with	with	ADP
emaj-84	39	8	an	an	DET
emaj-84	39	9	organization	organization	NOUN
emaj-84	39	10	compared	compare	VERB
emaj-84	39	11	to	to	ADP
emaj-84	39	12	non	non	ADJ
emaj-84	39	13	loyal	loyal	ADJ
emaj-84	39	14	customers	customer	NOUN
emaj-84	39	15	.	.	PUNCT
emaj-84	40	1	customer	customer	NOUN
emaj-84	40	2	loyalty	loyalty	NOUN
emaj-84	40	3	can	can	AUX
emaj-84	40	4	contribute	contribute	VERB
emaj-84	40	5	to	to	ADP
emaj-84	40	6	an	an	DET
emaj-84	40	7	increase	increase	NOUN
emaj-84	40	8	in	in	ADP
emaj-84	40	9	a	a	DET
emaj-84	40	10	firm‘s	firm‘s	PROPN
emaj-84	40	11	revenue	revenue	NOUN
emaj-84	40	12	,	,	PUNCT
emaj-84	40	13	reduce	reduce	VERB
emaj-84	40	14	customer	customer	NOUN
emaj-84	40	15	defection	defection	NOUN
emaj-84	40	16	rate	rate	NOUN
emaj-84	40	17	and	and	CCONJ
emaj-84	40	18	develop	develop	VERB
emaj-84	40	19	new	new	ADJ
emaj-84	40	20	business	business	NOUN
emaj-84	40	21	through	through	ADP
emaj-84	40	22	positive	positive	ADJ
emaj-84	40	23	word	word	NOUN
emaj-84	40	24	of	of	ADP
emaj-84	40	25	mouth	mouth	NOUN
emaj-84	40	26	advertising	advertising	NOUN
emaj-84	40	27	(	(	PUNCT
emaj-84	40	28	zeithaml	zeithaml	NOUN
emaj-84	40	29	and	and	CCONJ
emaj-84	40	30	bitner	bitner	NOUN
emaj-84	40	31	,	,	PUNCT
emaj-84	40	32	2003	2003	NUM
emaj-84	40	33	)	)	PUNCT
emaj-84	40	34	.	.	PUNCT
emaj-84	41	1	thus	thus	ADV
emaj-84	41	2	,	,	PUNCT
emaj-84	41	3	at	at	ADP
emaj-84	41	4	the	the	DET
emaj-84	41	5	end	end	NOUN
emaj-84	41	6	of	of	ADP
emaj-84	41	7	the	the	DET
emaj-84	41	8	day	day	NOUN
emaj-84	41	9	,	,	PUNCT
emaj-84	41	10	the	the	DET
emaj-84	41	11	bank‘s	bank‘s	PROPN
emaj-84	41	12	assets	asset	NOUN
emaj-84	41	13	are	be	AUX
emaj-84	41	14	not	not	PART
emaj-84	41	15	only	only	ADV
emaj-84	41	16	primarily	primarily	ADV
emaj-84	41	17	registered	register	VERB
emaj-84	41	18	on	on	ADP
emaj-84	41	19	the	the	DET
emaj-84	41	20	balance	balance	NOUN
emaj-84	41	21	sheet	sheet	NOUN
emaj-84	41	22	,	,	PUNCT
emaj-84	41	23	but	but	CCONJ
emaj-84	41	24	also	also	ADV
emaj-84	41	25	related	relate	VERB
emaj-84	41	26	to	to	ADP
emaj-84	41	27	the	the	DET
emaj-84	41	28	fact	fact	NOUN
emaj-84	41	29	that	that	SCONJ
emaj-84	41	30	customers	customer	NOUN
emaj-84	41	31	have	have	AUX
emaj-84	41	32	been	be	AUX
emaj-84	41	33	successfully	successfully	ADV
emaj-84	41	34	retained	retain	VERB
emaj-84	41	35	.	.	PUNCT
emaj-84	42	1	in	in	ADP
emaj-84	42	2	recent	recent	ADJ
emaj-84	42	3	years	year	NOUN
emaj-84	42	4	,	,	PUNCT
emaj-84	42	5	there	there	PRON
emaj-84	42	6	has	have	AUX
emaj-84	42	7	been	be	AUX
emaj-84	42	8	a	a	DET
emaj-84	42	9	refocusing	refocusing	NOUN
emaj-84	42	10	of	of	ADP
emaj-84	42	11	marketing	marketing	NOUN
emaj-84	42	12	away	away	ADV
emaj-84	42	13	from	from	ADP
emaj-84	42	14	customer	customer	NOUN
emaj-84	42	15	acquisition	acquisition	NOUN
emaj-84	42	16	to	to	ADP
emaj-84	42	17	that	that	PRON
emaj-84	42	18	of	of	ADP
emaj-84	42	19	customer	customer	NOUN
emaj-84	42	20	retention	retention	NOUN
emaj-84	42	21	.	.	PUNCT
emaj-84	43	1	if	if	SCONJ
emaj-84	43	2	the	the	DET
emaj-84	43	3	company	company	NOUN
emaj-84	43	4	is	be	AUX
emaj-84	43	5	intended	intend	VERB
emaj-84	43	6	to	to	PART
emaj-84	43	7	benefit	benefit	VERB
emaj-84	43	8	from	from	ADP
emaj-84	43	9	retaining	retain	VERB
emaj-84	43	10	customers	customer	NOUN
emaj-84	43	11	,	,	PUNCT
emaj-84	43	12	customers	customer	NOUN
emaj-84	43	13	also	also	ADV
emaj-84	43	14	seek	seek	VERB
emaj-84	43	15	benefit	benefit	NOUN
emaj-84	43	16	from	from	ADP
emaj-84	43	17	giving	give	VERB
emaj-84	43	18	their	their	PRON
emaj-84	43	19	loyalty	loyalty	NOUN
emaj-84	43	20	to	to	ADP
emaj-84	43	21	the	the	DET
emaj-84	43	22	company	company	NOUN
emaj-84	43	23	(	(	PUNCT
emaj-84	43	24	mudie	mudie	PROPN
emaj-84	43	25	and	and	CCONJ
emaj-84	43	26	pirrie	pirrie	PROPN
emaj-84	43	27	,	,	PUNCT
emaj-84	43	28	2006	2006	NUM
emaj-84	43	29	)	)	PUNCT
emaj-84	43	30	.	.	PUNCT
emaj-84	44	1	to	to	PART
emaj-84	44	2	achieve	achieve	VERB
emaj-84	44	3	all	all	DET
emaj-84	44	4	the	the	DET
emaj-84	44	5	above	above	ADV
emaj-84	44	6	mentioned	mention	VERB
emaj-84	44	7	goals	goal	NOUN
emaj-84	44	8	of	of	ADP
emaj-84	44	9	customer	customer	NOUN
emaj-84	44	10	loyalty	loyalty	NOUN
emaj-84	44	11	,	,	PUNCT
emaj-84	44	12	firms	firm	NOUN
emaj-84	44	13	devised	devise	VERB
emaj-84	44	14	a	a	DET
emaj-84	44	15	new	new	ADJ
emaj-84	44	16	strategy	strategy	NOUN
emaj-84	44	17	known	know	VERB
emaj-84	44	18	as	as	ADP
emaj-84	44	19	relationship	relationship	NOUN
emaj-84	44	20	marketing	marketing	NOUN
emaj-84	44	21	(	(	PUNCT
emaj-84	44	22	mudie	mudie	PROPN
emaj-84	44	23	et	et	PROPN
emaj-84	44	24	al	al	PROPN
emaj-84	44	25	,	,	PUNCT
emaj-84	44	26	2006	2006	NUM
emaj-84	44	27	)	)	PUNCT
emaj-84	44	28	.	.	PUNCT
emaj-84	45	1	several	several	ADJ
emaj-84	45	2	authors	author	NOUN
emaj-84	45	3	defined	define	VERB
emaj-84	45	4	relationship	relationship	NOUN
emaj-84	45	5	marketing	marketing	NOUN
emaj-84	45	6	(	(	PUNCT
emaj-84	45	7	rm	rm	NOUN
emaj-84	45	8	)	)	PUNCT
emaj-84	45	9	in	in	ADP
emaj-84	45	10	different	different	ADJ
emaj-84	45	11	ways	way	NOUN
emaj-84	45	12	.	.	PUNCT
emaj-84	46	1	to	to	PART
emaj-84	46	2	touch	touch	VERB
emaj-84	46	3	a	a	DET
emaj-84	46	4	few	few	ADJ
emaj-84	46	5	,	,	PUNCT
emaj-84	46	6	morgan	morgan	NOUN
emaj-84	46	7	and	and	CCONJ
emaj-84	46	8	hunt	hunt	PROPN
emaj-84	46	9	(	(	PUNCT
emaj-84	46	10	1994	1994	NUM
emaj-84	46	11	)	)	PUNCT
emaj-84	46	12	,	,	PUNCT
emaj-84	46	13	conceptualized	conceptualize	VERB
emaj-84	46	14	relationship	relationship	NOUN
emaj-84	46	15	marketing	marketing	NOUN
emaj-84	46	16	as	as	ADP
emaj-84	46	17	,	,	PUNCT
emaj-84	46	18	‟all	‟all	PROPN
emaj-84	46	19	marketing	marketing	NOUN
emaj-84	46	20	activities	activity	NOUN
emaj-84	46	21	directed	direct	VERB
emaj-84	46	22	toward	toward	ADP
emaj-84	46	23	establishing	establish	VERB
emaj-84	46	24	,	,	PUNCT
emaj-84	46	25	developing	develop	VERB
emaj-84	46	26	,	,	PUNCT
emaj-84	46	27	and	and	CCONJ
emaj-84	46	28	maintaining	maintain	VERB
emaj-84	46	29	successful	successful	ADJ
emaj-84	46	30	relational	relational	ADJ
emaj-84	46	31	exchanges‟.	exchanges‟.	NOUN
emaj-84	46	32	on	on	ADP
emaj-84	46	33	the	the	DET
emaj-84	46	34	other	other	ADJ
emaj-84	46	35	hand	hand	NOUN
emaj-84	46	36	,	,	PUNCT
emaj-84	46	37	mudie	mudie	PROPN
emaj-84	46	38	et	et	PROPN
emaj-84	46	39	al	al	PROPN
emaj-84	46	40	,	,	PUNCT
emaj-84	46	41	(	(	PUNCT
emaj-84	46	42	2006	2006	NUM
emaj-84	46	43	)	)	PUNCT
emaj-84	46	44	,	,	PUNCT
emaj-84	46	45	defined	define	VERB
emaj-84	46	46	rm	rm	NOUN
emaj-84	46	47	as	as	ADP
emaj-84	46	48	„	„	PUNCT
emaj-84	46	49	‟	‟	X
emaj-84	46	50	…	…	PUNCT
emaj-84	46	51	relationship	relationship	NOUN
emaj-84	46	52	marketing	marketing	NOUN
emaj-84	46	53	is	be	AUX
emaj-84	46	54	a	a	DET
emaj-84	46	55	philosophy	philosophy	NOUN
emaj-84	46	56	of	of	ADP
emaj-84	46	57	doing	do	VERB
emaj-84	46	58	business	business	NOUN
emaj-84	46	59	,	,	PUNCT
emaj-84	46	60	strategic	strategic	ADJ
emaj-84	46	61	orientation	orientation	NOUN
emaj-84	46	62	that	that	PRON
emaj-84	46	63	focuses	focus	VERB
emaj-84	46	64	on	on	ADP
emaj-84	46	65	keeping	keep	VERB
emaj-84	46	66	and	and	CCONJ
emaj-84	46	67	improving	improve	VERB
emaj-84	46	68	current	current	ADJ
emaj-84	46	69	customers	customer	NOUN
emaj-84	46	70	rather	rather	ADV
emaj-84	46	71	than	than	ADP
emaj-84	46	72	acquiring	acquire	VERB
emaj-84	46	73	new	new	ADJ
emaj-84	46	74	customers‟‟.	customers‟‟.	NOUN
emaj-84	46	75	this	this	DET
emaj-84	46	76	definition	definition	NOUN
emaj-84	46	77	encompasses	encompass	VERB
emaj-84	46	78	the	the	DET
emaj-84	46	79	planned	plan	VERB
emaj-84	46	80	action	action	NOUN
emaj-84	46	81	of	of	ADP
emaj-84	46	82	a	a	DET
emaj-84	46	83	given	give	VERB
emaj-84	46	84	organization	organization	NOUN
emaj-84	46	85	to	to	PART
emaj-84	46	86	focus	focus	VERB
emaj-84	46	87	on	on	ADP
emaj-84	46	88	building	building	NOUN
emaj-84	46	89	relationship	relationship	NOUN
emaj-84	46	90	with	with	ADP
emaj-84	46	91	the	the	DET
emaj-84	46	92	existing	exist	VERB
emaj-84	46	93	customers	customer	NOUN
emaj-84	46	94	than	than	ADP
emaj-84	46	95	acquiring	acquire	VERB
emaj-84	46	96	new	new	ADJ
emaj-84	46	97	ones	one	NOUN
emaj-84	46	98	.	.	PUNCT
emaj-84	47	1	however	however	ADV
emaj-84	47	2	,	,	PUNCT
emaj-84	47	3	it	it	PRON
emaj-84	47	4	is	be	AUX
emaj-84	47	5	not	not	PART
emaj-84	47	6	to	to	PART
emaj-84	47	7	mean	mean	VERB
emaj-84	47	8	that	that	SCONJ
emaj-84	47	9	a	a	DET
emaj-84	47	10	company	company	NOUN
emaj-84	47	11	which	which	PRON
emaj-84	47	12	adopts	adopt	VERB
emaj-84	47	13	relationship	relationship	NOUN
emaj-84	47	14	marketing	marketing	NOUN
emaj-84	47	15	strategy	strategy	NOUN
emaj-84	47	16	doesn‘t	doesn‘t	PROPN
emaj-84	47	17	want	want	VERB
emaj-84	47	18	to	to	PART
emaj-84	47	19	acquire	acquire	VERB
emaj-84	47	20	customers	customer	NOUN
emaj-84	47	21	.	.	PUNCT
emaj-84	48	1	this	this	DET
emaj-84	48	2	new	new	ADJ
emaj-84	48	3	philosophy	philosophy	NOUN
emaj-84	48	4	of	of	ADP
emaj-84	48	5	marketing	marketing	NOUN
emaj-84	48	6	idea	idea	NOUN
emaj-84	48	7	was	be	AUX
emaj-84	48	8	first	first	ADV
emaj-84	48	9	seen	see	VERB
emaj-84	48	10	on	on	ADP
emaj-84	48	11	marketing	marketing	NOUN
emaj-84	48	12	literature	literature	NOUN
emaj-84	48	13	on	on	ADP
emaj-84	48	14	1983	1983	NUM
emaj-84	48	15	(	(	PUNCT
emaj-84	48	16	parvatiyar	parvatiyar	NOUN
emaj-84	48	17	and	and	CCONJ
emaj-84	48	18	sheth	sheth	PROPN
emaj-84	48	19	,	,	PUNCT
emaj-84	48	20	2000	2000	NUM
emaj-84	48	21	)	)	PUNCT
emaj-84	48	22	.	.	PUNCT
emaj-84	49	1	after	after	ADP
emaj-84	49	2	its	its	PRON
emaj-84	49	3	idea	idea	NOUN
emaj-84	49	4	of	of	ADP
emaj-84	49	5	conception	conception	NOUN
emaj-84	49	6	by	by	ADP
emaj-84	49	7	berry	berry	NOUN
emaj-84	49	8	in	in	ADP
emaj-84	49	9	1983	1983	NUM
emaj-84	49	10	,	,	PUNCT
emaj-84	49	11	relationship	relationship	NOUN
emaj-84	49	12	marketing	marketing	NOUN
emaj-84	49	13	got	get	VERB
emaj-84	49	14	the	the	DET
emaj-84	49	15	attention	attention	NOUN
emaj-84	49	16	of	of	ADP
emaj-84	49	17	several	several	ADJ
emaj-84	49	18	researchers	researcher	NOUN
emaj-84	49	19	.	.	PUNCT
emaj-84	50	1	however	however	ADV
emaj-84	50	2	,	,	PUNCT
emaj-84	50	3	still	still	ADV
emaj-84	50	4	now	now	ADV
emaj-84	50	5	the	the	DET
emaj-84	50	6	field	field	NOUN
emaj-84	50	7	is	be	AUX
emaj-84	50	8	growing	grow	VERB
emaj-84	50	9	in	in	ADP
emaj-84	50	10	attention	attention	NOUN
emaj-84	50	11	and	and	CCONJ
emaj-84	50	12	underpinnings	underpinning	NOUN
emaj-84	50	13	which	which	PRON
emaj-84	50	14	can	can	AUX
emaj-84	50	15	contribute	contribute	VERB
emaj-84	50	16	for	for	ADP
emaj-84	50	17	relationship	relationship	NOUN
emaj-84	50	18	building	building	NOUN
emaj-84	50	19	.	.	PUNCT
emaj-84	51	1	beginners	beginner	NOUN
emaj-84	51	2	may	may	AUX
emaj-84	51	3	think	think	VERB
emaj-84	51	4	it	it	PRON
emaj-84	51	5	as	as	ADP
emaj-84	51	6	only	only	ADV
emaj-84	51	7	retention	retention	NOUN
emaj-84	51	8	marketing	marketing	NOUN
emaj-84	51	9	.	.	PUNCT
emaj-84	52	1	however	however	ADV
emaj-84	52	2	,	,	PUNCT
emaj-84	52	3	its	its	PRON
emaj-84	52	4	goal	goal	NOUN
emaj-84	52	5	is	be	AUX
emaj-84	52	6	far	far	ADV
emaj-84	52	7	from	from	ADP
emaj-84	52	8	retention	retention	NOUN
emaj-84	52	9	marketing	marketing	NOUN
emaj-84	52	10	(	(	PUNCT
emaj-84	52	11	mudie	mudie	PROPN
emaj-84	52	12	et	et	PROPN
emaj-84	52	13	al	al	PROPN
emaj-84	52	14	,	,	PUNCT
emaj-84	52	15	2006	2006	NUM
emaj-84	52	16	)	)	PUNCT
emaj-84	52	17	.	.	PUNCT
emaj-84	53	1	well	well	INTJ
emaj-84	53	2	managed	manage	VERB
emaj-84	53	3	organizations	organization	NOUN
emaj-84	53	4	work	work	VERB
emaj-84	53	5	hard	hard	ADV
emaj-84	53	6	to	to	PART
emaj-84	53	7	develop	develop	VERB
emaj-84	53	8	relationships	relationship	NOUN
emaj-84	53	9	with	with	ADP
emaj-84	53	10	desirable	desirable	ADJ
emaj-84	53	11	customers	customer	NOUN
emaj-84	53	12	and	and	CCONJ
emaj-84	53	13	to	to	PART
emaj-84	53	14	grow	grow	VERB
emaj-84	53	15	the	the	DET
emaj-84	53	16	volumes	volume	NOUN
emaj-84	53	17	of	of	ADP
emaj-84	53	18	business	business	NOUN
emaj-84	53	19	that	that	PRON
emaj-84	53	20	they	they	PRON
emaj-84	53	21	conduct	conduct	VERB
emaj-84	53	22	.	.	PUNCT
emaj-84	54	1	several	several	ADJ
emaj-84	54	2	studies	study	NOUN
emaj-84	54	3	are	be	AUX
emaj-84	54	4	revealing	reveal	VERB
emaj-84	54	5	the	the	DET
emaj-84	54	6	importance	importance	NOUN
emaj-84	54	7	of	of	ADP
emaj-84	54	8	relationship	relationship	NOUN
emaj-84	54	9	marketing	marketing	NOUN
emaj-84	54	10	than	than	ADP
emaj-84	54	11	traditional	traditional	ADJ
emaj-84	54	12	or	or	CCONJ
emaj-84	54	13	transactional	transactional	ADJ
emaj-84	54	14	marketing	marketing	NOUN
emaj-84	54	15	,	,	PUNCT
emaj-84	54	16	because	because	SCONJ
emaj-84	54	17	it	it	PRON
emaj-84	54	18	may	may	AUX
emaj-84	54	19	cost	cost	VERB
emaj-84	54	20	a	a	DET
emaj-84	54	21	firm	firm	ADJ
emaj-84	54	22	five	five	NUM
emaj-84	54	23	to	to	PART
emaj-84	54	24	six	six	NUM
emaj-84	54	25	times	time	NOUN
emaj-84	54	26	as	as	ADV
emaj-84	54	27	much	much	ADV
emaj-84	54	28	to	to	PART
emaj-84	54	29	attract	attract	VERB
emaj-84	54	30	a	a	DET
emaj-84	54	31	new	new	ADJ
emaj-84	54	32	customer	customer	NOUN
emaj-84	54	33	as	as	SCONJ
emaj-84	54	34	it	it	PRON
emaj-84	54	35	does	do	AUX
emaj-84	54	36	to	to	PART
emaj-84	54	37	retain	retain	VERB
emaj-84	54	38	an	an	DET
emaj-84	54	39	existing	exist	VERB
emaj-84	54	40	one	one	NOUN
emaj-84	54	41	.	.	PUNCT
emaj-84	55	1	in	in	ADP
emaj-84	55	2	addition	addition	NOUN
emaj-84	55	3	,	,	PUNCT
emaj-84	55	4	common	common	ADJ
emaj-84	55	5	wisdom	wisdom	NOUN
emaj-84	55	6	suggests	suggest	VERB
emaj-84	55	7	that	that	SCONJ
emaj-84	55	8	long	long	ADJ
emaj-84	55	9	-	-	PUNCT
emaj-84	55	10	term	term	NOUN
emaj-84	55	11	customers	customer	NOUN
emaj-84	55	12	have	have	VERB
emaj-84	55	13	the	the	DET
emaj-84	55	14	strongest	strong	ADJ
emaj-84	55	15	and	and	CCONJ
emaj-84	55	16	highest	highest	ADV
emaj-84	55	17	-	-	PUNCT
emaj-84	55	18	paying	pay	VERB
emaj-84	55	19	relationships	relationship	NOUN
emaj-84	55	20	(	(	PUNCT
emaj-84	55	21	palmatier	palmatier	NOUN
emaj-84	55	22	,	,	PUNCT
emaj-84	55	23	2008	2008	NUM
emaj-84	55	24	)	)	PUNCT
emaj-84	55	25	.	.	PUNCT
emaj-84	56	1	the	the	DET
emaj-84	56	2	new	new	ADJ
emaj-84	56	3	paradigm	paradigm	NOUN
emaj-84	56	4	has	have	VERB
emaj-84	56	5	several	several	ADJ
emaj-84	56	6	debating	debate	VERB
emaj-84	56	7	studies	study	NOUN
emaj-84	56	8	and	and	CCONJ
emaj-84	56	9	still	still	ADV
emaj-84	56	10	now	now	ADV
emaj-84	56	11	there	there	PRON
emaj-84	56	12	is	be	VERB
emaj-84	56	13	no	no	DET
emaj-84	56	14	conceptually	conceptually	ADV
emaj-84	56	15	agreed	agree	VERB
emaj-84	56	16	definition	definition	NOUN
emaj-84	56	17	and	and	CCONJ
emaj-84	56	18	boundary	boundary	ADJ
emaj-84	56	19	about	about	ADP
emaj-84	56	20	relationship	relationship	NOUN
emaj-84	56	21	marketing	marketing	NOUN
emaj-84	56	22	(	(	PUNCT
emaj-84	56	23	parvatiyar	parvatiyar	NOUN
emaj-84	56	24	et	et	PROPN
emaj-84	56	25	al	al	PROPN
emaj-84	56	26	,	,	PUNCT
emaj-84	56	27	2000	2000	NUM
emaj-84	56	28	)	)	PUNCT
emaj-84	56	29	.	.	PUNCT
emaj-84	57	1	the	the	DET
emaj-84	57	2	traditional	traditional	ADJ
emaj-84	57	3	marketing	marketing	NOUN
emaj-84	57	4	approach	approach	NOUN
emaj-84	57	5	advocates	advocate	VERB
emaj-84	57	6	the	the	DET
emaj-84	57	7	marketing	marketing	NOUN
emaj-84	57	8	mix	mix	NOUN
emaj-84	57	9	principles	principle	NOUN
emaj-84	57	10	and	and	CCONJ
emaj-84	57	11	the	the	DET
emaj-84	57	12	quest	quest	NOUN
emaj-84	57	13	for	for	ADP
emaj-84	57	14	market	market	NOUN
emaj-84	57	15	share	share	NOUN
emaj-84	57	16	dominance	dominance	NOUN
emaj-84	57	17	through	through	ADP
emaj-84	57	18	mass	mass	ADJ
emaj-84	57	19	marketing	marketing	NOUN
emaj-84	57	20	techniques	technique	NOUN
emaj-84	57	21	and	and	CCONJ
emaj-84	57	22	focus	focus	VERB
emaj-84	57	23	on	on	ADP
emaj-84	57	24	new	new	ADJ
emaj-84	57	25	customer	customer	NOUN
emaj-84	57	26	acquisition	acquisition	NOUN
emaj-84	57	27	.	.	PUNCT
emaj-84	58	1	this	this	DET
emaj-84	58	2	approach	approach	NOUN
emaj-84	58	3	has	have	AUX
emaj-84	58	4	guided	guide	VERB
emaj-84	58	5	managers	manager	NOUN
emaj-84	58	6	for	for	ADP
emaj-84	58	7	decades	decade	NOUN
emaj-84	58	8	,	,	PUNCT
emaj-84	58	9	implementing	implement	VERB
emaj-84	58	10	their	their	PRON
emaj-84	58	11	marketing	marketing	NOUN
emaj-84	58	12	strategies	strategy	NOUN
emaj-84	58	13	.	.	PUNCT
emaj-84	59	1	several	several	ADJ
emaj-84	59	2	studies	study	NOUN
emaj-84	59	3	developed	develop	VERB
emaj-84	59	4	the	the	DET
emaj-84	59	5	trust	trust	NOUN
emaj-84	59	6	,	,	PUNCT
emaj-84	59	7	commitment	commitment	NOUN
emaj-84	59	8	,	,	PUNCT
emaj-84	59	9	conflict	conflict	NOUN
emaj-84	59	10	handling	handling	NOUN
emaj-84	59	11	and	and	CCONJ
emaj-84	59	12	a	a	DET
emaj-84	59	13	few	few	ADJ
emaj-84	59	14	studies	study	NOUN
emaj-84	59	15	also	also	ADV
emaj-84	59	16	raised	raise	VERB
emaj-84	59	17	empathy	empathy	NOUN
emaj-84	59	18	,	,	PUNCT
emaj-84	59	19	and	and	CCONJ
emaj-84	59	20	gratitude	gratitude	NOUN
emaj-84	59	21	as	as	ADP
emaj-84	59	22	building	build	VERB
emaj-84	59	23	blocks	block	NOUN
emaj-84	59	24	of	of	ADP
emaj-84	59	25	relationship	relationship	NOUN
emaj-84	59	26	marketing	marketing	NOUN
emaj-84	59	27	volume	volume	NOUN
emaj-84	59	28	5	5	NUM
emaj-84	59	29	no	no	DET
emaj-84	59	30	2	2	NUM
emaj-84	59	31	(	(	PUNCT
emaj-84	59	32	2015	2015	NUM
emaj-84	59	33	)	)	PUNCT
emaj-84	59	34	|	|	ADV
emaj-84	59	35	issn	issn	VERB
emaj-84	59	36	2158	2158	NUM
emaj-84	59	37	-	-	SYM
emaj-84	59	38	8708	8708	NUM
emaj-84	59	39	(	(	PUNCT
emaj-84	59	40	online	online	NOUN
emaj-84	59	41	)	)	PUNCT
emaj-84	59	42	|	|	ADV
emaj-84	59	43	doi	doi	X
emaj-84	59	44	10.5195	10.5195	NUM
emaj-84	59	45	/	/	SYM
emaj-84	59	46	emaj.2015.84	emaj.2015.84	NOUN
emaj-84	59	47	|	|	NOUN
emaj-84	59	48	http://emaj.pitt.edu	http://emaj.pitt.edu	VERB
emaj-84	59	49	cherinet	cherinet	PROPN
emaj-84	59	50	boke	boke	VERB
emaj-84	59	51	chakiso	chakiso	NOUN
emaj-84	59	52	emerging	emerge	VERB
emaj-84	59	53	markets	market	NOUN
emaj-84	59	54	journal	journal	NOUN
emaj-84	60	1	|	|	ADV
emaj-84	60	2	p	p	NOUN
emaj-84	60	3	a	a	DET
emaj-84	60	4	g	g	NOUN
emaj-84	60	5	e	e	PROPN
emaj-84	60	6	|59	|59	PROPN
emaj-84	60	7	(	(	PUNCT
emaj-84	60	8	anabila	anabila	ADV
emaj-84	60	9	et	et	PROPN
emaj-84	60	10	al	al	PROPN
emaj-84	60	11	.	.	PROPN
emaj-84	60	12	,	,	PUNCT
emaj-84	60	13	2012	2012	NUM
emaj-84	60	14	;	;	PUNCT
emaj-84	60	15	ndubisi	ndubisi	VERB
emaj-84	60	16	,	,	PUNCT
emaj-84	60	17	2005	2005	NUM
emaj-84	60	18	;	;	PUNCT
emaj-84	60	19	ndubisi	ndubisi	ADJ
emaj-84	60	20	and	and	CCONJ
emaj-84	60	21	madu	madu	NOUN
emaj-84	60	22	,	,	PUNCT
emaj-84	60	23	2009	2009	NUM
emaj-84	60	24	;	;	PUNCT
emaj-84	60	25	parvatiyar	parvatiyar	NOUN
emaj-84	60	26	and	and	CCONJ
emaj-84	60	27	sheth	sheth	PROPN
emaj-84	60	28	,	,	PUNCT
emaj-84	60	29	2000	2000	NUM
emaj-84	60	30	;	;	PUNCT
emaj-84	60	31	morgan	morgan	PROPN
emaj-84	60	32	and	and	CCONJ
emaj-84	60	33	hunt	hunt	PROPN
emaj-84	60	34	,	,	PUNCT
emaj-84	60	35	1994	1994	NUM
emaj-84	60	36	;	;	PUNCT
emaj-84	60	37	kaur	kaur	PROPN
emaj-84	60	38	et	et	PROPN
emaj-84	60	39	al	al	PROPN
emaj-84	60	40	.	.	PROPN
emaj-84	60	41	,	,	PUNCT
emaj-84	60	42	2012	2012	NUM
emaj-84	60	43	)	)	PUNCT
emaj-84	60	44	.	.	PUNCT
emaj-84	61	1	this	this	DET
emaj-84	61	2	study	study	NOUN
emaj-84	61	3	focused	focus	VERB
emaj-84	61	4	on	on	ADP
emaj-84	61	5	these	these	DET
emaj-84	61	6	variables	variable	NOUN
emaj-84	61	7	as	as	ADP
emaj-84	61	8	relationship	relationship	NOUN
emaj-84	61	9	marketing	marketing	NOUN
emaj-84	61	10	dimensions	dimension	NOUN
emaj-84	61	11	from	from	ADP
emaj-84	61	12	customers‘perspective	customers‘perspective	NOUN
emaj-84	61	13	and	and	CCONJ
emaj-84	61	14	their	their	PRON
emaj-84	61	15	effect	effect	NOUN
emaj-84	61	16	on	on	ADP
emaj-84	61	17	customers‘loyalty	customers‘loyalty	NOUN
emaj-84	61	18	by	by	ADP
emaj-84	61	19	considering	consider	VERB
emaj-84	61	20	zemen	zemen	PROPN
emaj-84	61	21	bank	bank	PROPN
emaj-84	61	22	as	as	ADP
emaj-84	61	23	a	a	DET
emaj-84	61	24	case	case	NOUN
emaj-84	61	25	study	study	NOUN
emaj-84	61	26	.	.	PUNCT
emaj-84	62	1	1.2	1.2	NUM
emaj-84	62	2	statement	statement	NOUN
emaj-84	62	3	of	of	ADP
emaj-84	62	4	the	the	DET
emaj-84	62	5	problem	problem	NOUN
emaj-84	62	6	service	service	NOUN
emaj-84	62	7	sector	sector	NOUN
emaj-84	62	8	is	be	AUX
emaj-84	62	9	leading	lead	VERB
emaj-84	62	10	gdp	gdp	NOUN
emaj-84	62	11	of	of	ADP
emaj-84	62	12	the	the	DET
emaj-84	62	13	current	current	ADJ
emaj-84	62	14	trajectory	trajectory	NOUN
emaj-84	62	15	economy	economy	NOUN
emaj-84	62	16	of	of	ADP
emaj-84	62	17	ethiopia	ethiopia	PROPN
emaj-84	62	18	followed	follow	VERB
emaj-84	62	19	by	by	ADP
emaj-84	62	20	agriculture	agriculture	NOUN
emaj-84	62	21	and	and	CCONJ
emaj-84	62	22	industry	industry	NOUN
emaj-84	62	23	with	with	ADP
emaj-84	62	24	45.5	45.5	NUM
emaj-84	62	25	%	%	NOUN
emaj-84	62	26	,	,	PUNCT
emaj-84	62	27	41.6	41.6	NUM
emaj-84	62	28	%	%	NOUN
emaj-84	62	29	,	,	PUNCT
emaj-84	62	30	and	and	CCONJ
emaj-84	62	31	12.9	12.9	NUM
emaj-84	62	32	percent	percent	NOUN
emaj-84	62	33	respectively	respectively	ADV
emaj-84	62	34	(	(	PUNCT
emaj-84	62	35	development	development	NOUN
emaj-84	62	36	bank	bank	PROPN
emaj-84	62	37	of	of	ADP
emaj-84	62	38	ethiopia	ethiopia	PROPN
emaj-84	62	39	report	report	PROPN
emaj-84	62	40	,	,	PUNCT
emaj-84	62	41	2012	2012	NUM
emaj-84	62	42	)	)	PUNCT
emaj-84	62	43	.	.	PUNCT
emaj-84	63	1	gilmore	gilmore	PROPN
emaj-84	63	2	,	,	PUNCT
emaj-84	63	3	(	(	PUNCT
emaj-84	63	4	2003	2003	NUM
emaj-84	63	5	)	)	PUNCT
emaj-84	63	6	noted	note	VERB
emaj-84	63	7	that	that	SCONJ
emaj-84	63	8	like	like	ADP
emaj-84	63	9	many	many	ADJ
emaj-84	63	10	businesses	business	NOUN
emaj-84	63	11	today	today	NOUN
emaj-84	63	12	,	,	PUNCT
emaj-84	63	13	financial	financial	ADJ
emaj-84	63	14	services	service	NOUN
emaj-84	63	15	take	take	VERB
emaj-84	63	16	place	place	NOUN
emaj-84	63	17	in	in	ADP
emaj-84	63	18	an	an	DET
emaj-84	63	19	ever	ever	ADV
emaj-84	63	20	-	-	PUNCT
emaj-84	63	21	changing	change	VERB
emaj-84	63	22	context	context	NOUN
emaj-84	63	23	.	.	PUNCT
emaj-84	64	1	similarly	similarly	ADV
emaj-84	64	2	,	,	PUNCT
emaj-84	64	3	currently	currently	ADV
emaj-84	64	4	in	in	ADP
emaj-84	64	5	ethiopia	ethiopia	PROPN
emaj-84	64	6	,	,	PUNCT
emaj-84	64	7	we	we	PRON
emaj-84	64	8	are	be	AUX
emaj-84	64	9	observing	observe	VERB
emaj-84	64	10	financial	financial	ADJ
emaj-84	64	11	institutions	institution	NOUN
emaj-84	64	12	especially	especially	ADV
emaj-84	64	13	in	in	ADP
emaj-84	64	14	banking	banking	NOUN
emaj-84	64	15	industry	industry	NOUN
emaj-84	64	16	.	.	PUNCT
emaj-84	65	1	one	one	NUM
emaj-84	65	2	evidence	evidence	NOUN
emaj-84	65	3	is	be	AUX
emaj-84	65	4	that	that	SCONJ
emaj-84	65	5	out	out	ADP
emaj-84	65	6	of	of	ADP
emaj-84	65	7	19	19	NUM
emaj-84	65	8	(	(	PUNCT
emaj-84	65	9	nineteen	nineteen	NUM
emaj-84	65	10	)	)	PUNCT
emaj-84	65	11	currently	currently	ADV
emaj-84	65	12	operating	operate	VERB
emaj-84	65	13	retail	retail	ADJ
emaj-84	65	14	banks	bank	NOUN
emaj-84	65	15	in	in	ADP
emaj-84	65	16	ethiopia	ethiopia	PROPN
emaj-84	65	17	,	,	PUNCT
emaj-84	65	18	9	9	NUM
emaj-84	65	19	(	(	PUNCT
emaj-84	65	20	nine	nine	NUM
emaj-84	65	21	)	)	PUNCT
emaj-84	65	22	of	of	ADP
emaj-84	65	23	them	they	PRON
emaj-84	65	24	are	be	AUX
emaj-84	65	25	inaugurated	inaugurate	VERB
emaj-84	65	26	and	and	CCONJ
emaj-84	65	27	started	start	VERB
emaj-84	65	28	working	work	VERB
emaj-84	65	29	since	since	SCONJ
emaj-84	65	30	2008	2008	NUM
emaj-84	65	31	(	(	PUNCT
emaj-84	65	32	national	national	PROPN
emaj-84	65	33	bank	bank	PROPN
emaj-84	65	34	of	of	ADP
emaj-84	65	35	ethiopia	ethiopia	PROPN
emaj-84	65	36	report	report	PROPN
emaj-84	65	37	,	,	PUNCT
emaj-84	65	38	2012	2012	NUM
emaj-84	65	39	)	)	PUNCT
emaj-84	65	40	.	.	PUNCT
emaj-84	66	1	this	this	PRON
emaj-84	66	2	implies	imply	VERB
emaj-84	66	3	that	that	SCONJ
emaj-84	66	4	almost	almost	ADV
emaj-84	66	5	half	half	NOUN
emaj-84	66	6	of	of	ADP
emaj-84	66	7	the	the	DET
emaj-84	66	8	total	total	ADJ
emaj-84	66	9	banks	bank	NOUN
emaj-84	66	10	in	in	ADP
emaj-84	66	11	ethiopia	ethiopia	PROPN
emaj-84	66	12	established	establish	VERB
emaj-84	66	13	in	in	ADP
emaj-84	66	14	the	the	DET
emaj-84	66	15	last	last	ADJ
emaj-84	66	16	four	four	NUM
emaj-84	66	17	and	and	CCONJ
emaj-84	66	18	half	half	ADJ
emaj-84	66	19	years	year	NOUN
emaj-84	66	20	.	.	PUNCT
emaj-84	67	1	these	these	DET
emaj-84	67	2	enormous	enormous	ADJ
emaj-84	67	3	increases	increase	NOUN
emaj-84	67	4	in	in	ADP
emaj-84	67	5	banks	bank	NOUN
emaj-84	67	6	create	create	VERB
emaj-84	67	7	an	an	DET
emaj-84	67	8	opportunity	opportunity	NOUN
emaj-84	67	9	for	for	SCONJ
emaj-84	67	10	the	the	DET
emaj-84	67	11	customers	customer	NOUN
emaj-84	67	12	to	to	PART
emaj-84	67	13	choose	choose	VERB
emaj-84	67	14	the	the	DET
emaj-84	67	15	banks	bank	NOUN
emaj-84	67	16	they	they	PRON
emaj-84	67	17	want	want	VERB
emaj-84	67	18	.	.	PUNCT
emaj-84	68	1	as	as	ADP
emaj-84	68	2	a	a	DET
emaj-84	68	3	result	result	NOUN
emaj-84	68	4	,	,	PUNCT
emaj-84	68	5	fewer	few	ADJ
emaj-84	68	6	new	new	ADJ
emaj-84	68	7	customers	customer	NOUN
emaj-84	68	8	are	be	AUX
emaj-84	68	9	being	be	AUX
emaj-84	68	10	pursued	pursue	VERB
emaj-84	68	11	by	by	ADP
emaj-84	68	12	an	an	DET
emaj-84	68	13	increasing	increase	VERB
emaj-84	68	14	number	number	NOUN
emaj-84	68	15	of	of	ADP
emaj-84	68	16	service	service	NOUN
emaj-84	68	17	providers	provider	NOUN
emaj-84	68	18	.	.	PUNCT
emaj-84	69	1	under	under	ADP
emaj-84	69	2	those	those	DET
emaj-84	69	3	circumstances	circumstance	NOUN
emaj-84	69	4	,	,	PUNCT
emaj-84	69	5	firm‘s	firm‘s	PROPN
emaj-84	69	6	resources	resource	NOUN
emaj-84	69	7	must	must	AUX
emaj-84	69	8	be	be	AUX
emaj-84	69	9	devoted	devote	VERB
emaj-84	69	10	to	to	ADP
emaj-84	69	11	present	present	ADJ
emaj-84	69	12	customers	customer	NOUN
emaj-84	69	13	,	,	PUNCT
emaj-84	69	14	making	make	VERB
emaj-84	69	15	them	they	PRON
emaj-84	69	16	satisfied	satisfied	ADJ
emaj-84	69	17	,	,	PUNCT
emaj-84	69	18	loyal	loyal	ADJ
emaj-84	69	19	and	and	CCONJ
emaj-84	69	20	returning	return	VERB
emaj-84	69	21	clients	client	NOUN
emaj-84	69	22	.	.	PUNCT
emaj-84	70	1	as	as	SCONJ
emaj-84	70	2	the	the	DET
emaj-84	70	3	financial	financial	ADJ
emaj-84	70	4	marketplace	marketplace	NOUN
emaj-84	70	5	becomes	become	VERB
emaj-84	70	6	more	more	ADV
emaj-84	70	7	dynamic	dynamic	ADJ
emaj-84	70	8	and	and	CCONJ
emaj-84	70	9	competitive	competitive	ADJ
emaj-84	70	10	,	,	PUNCT
emaj-84	70	11	banks	bank	NOUN
emaj-84	70	12	also	also	ADV
emaj-84	70	13	need	need	VERB
emaj-84	70	14	to	to	PART
emaj-84	70	15	focus	focus	VERB
emaj-84	70	16	on	on	ADP
emaj-84	70	17	retaining	retain	VERB
emaj-84	70	18	existing	exist	VERB
emaj-84	70	19	clients	client	NOUN
emaj-84	70	20	through	through	ADP
emaj-84	70	21	effective	effective	ADJ
emaj-84	70	22	relationship	relationship	NOUN
emaj-84	70	23	marketing	marketing	NOUN
emaj-84	70	24	.	.	PUNCT
emaj-84	71	1	in	in	ADP
emaj-84	71	2	this	this	DET
emaj-84	71	3	context	context	NOUN
emaj-84	71	4	,	,	PUNCT
emaj-84	71	5	the	the	DET
emaj-84	71	6	benefits	benefit	NOUN
emaj-84	71	7	of	of	ADP
emaj-84	71	8	long	long	ADJ
emaj-84	71	9	-	-	PUNCT
emaj-84	71	10	term	term	NOUN
emaj-84	71	11	retention	retention	NOUN
emaj-84	71	12	of	of	ADP
emaj-84	71	13	existing	exist	VERB
emaj-84	71	14	customers	customer	NOUN
emaj-84	71	15	,	,	PUNCT
emaj-84	71	16	such	such	ADJ
emaj-84	71	17	as	as	ADP
emaj-84	71	18	increased	increase	VERB
emaj-84	71	19	profitability	profitability	NOUN
emaj-84	71	20	,	,	PUNCT
emaj-84	71	21	reduced	reduce	VERB
emaj-84	71	22	costs	cost	NOUN
emaj-84	71	23	in	in	ADP
emaj-84	71	24	relation	relation	NOUN
emaj-84	71	25	to	to	ADP
emaj-84	71	26	the	the	DET
emaj-84	71	27	individual	individual	ADJ
emaj-84	71	28	customer	customer	NOUN
emaj-84	71	29	and	and	CCONJ
emaj-84	71	30	word	word	NOUN
emaj-84	71	31	of	of	ADP
emaj-84	71	32	mouth	mouth	NOUN
emaj-84	71	33	referrals	referral	NOUN
emaj-84	71	34	from	from	ADP
emaj-84	71	35	satisfied	satisfied	ADJ
emaj-84	71	36	customers	customer	NOUN
emaj-84	71	37	,	,	PUNCT
emaj-84	71	38	become	become	VERB
emaj-84	71	39	important	important	ADJ
emaj-84	71	40	(	(	PUNCT
emaj-84	71	41	gilmore	gilmore	PROPN
emaj-84	71	42	,	,	PUNCT
emaj-84	71	43	2003	2003	NUM
emaj-84	71	44	)	)	PUNCT
emaj-84	71	45	.	.	PUNCT
emaj-84	72	1	retaining	retain	VERB
emaj-84	72	2	customers	customer	NOUN
emaj-84	72	3	requires	require	VERB
emaj-84	72	4	careful	careful	ADJ
emaj-84	72	5	and	and	CCONJ
emaj-84	72	6	creative	creative	ADJ
emaj-84	72	7	work	work	NOUN
emaj-84	72	8	and	and	CCONJ
emaj-84	72	9	planning	planning	NOUN
emaj-84	72	10	which	which	PRON
emaj-84	72	11	satisfies	satisfy	VERB
emaj-84	72	12	customers	customer	NOUN
emaj-84	72	13	.	.	PUNCT
emaj-84	73	1	service	service	NOUN
emaj-84	73	2	becomes	become	VERB
emaj-84	73	3	more	more	ADV
emaj-84	73	4	efficient	efficient	ADJ
emaj-84	73	5	when	when	SCONJ
emaj-84	73	6	employees	employee	NOUN
emaj-84	73	7	learn	learn	VERB
emaj-84	73	8	about	about	ADP
emaj-84	73	9	what	what	PRON
emaj-84	73	10	customers	customer	NOUN
emaj-84	73	11	expect	expect	VERB
emaj-84	73	12	and	and	CCONJ
emaj-84	73	13	how	how	SCONJ
emaj-84	73	14	best	good	ADJ
emaj-84	73	15	to	to	PART
emaj-84	73	16	meet	meet	VERB
emaj-84	73	17	customer	customer	NOUN
emaj-84	73	18	needs	need	NOUN
emaj-84	73	19	(	(	PUNCT
emaj-84	73	20	clow	clow	PROPN
emaj-84	73	21	and	and	CCONJ
emaj-84	73	22	kurtz	kurtz	PROPN
emaj-84	73	23	,	,	PUNCT
emaj-84	73	24	2003	2003	NUM
emaj-84	73	25	)	)	PUNCT
emaj-84	73	26	.	.	PUNCT
emaj-84	74	1	although	although	SCONJ
emaj-84	74	2	,	,	PUNCT
emaj-84	74	3	zero	zero	NUM
emaj-84	74	4	defections	defection	NOUN
emaj-84	74	5	should	should	AUX
emaj-84	74	6	be	be	AUX
emaj-84	74	7	the	the	DET
emaj-84	74	8	goal	goal	NOUN
emaj-84	74	9	of	of	ADP
emaj-84	74	10	all	all	DET
emaj-84	74	11	organizations	organization	NOUN
emaj-84	74	12	,	,	PUNCT
emaj-84	74	13	in	in	ADP
emaj-84	74	14	reality	reality	NOUN
emaj-84	74	15	,	,	PUNCT
emaj-84	74	16	it	it	PRON
emaj-84	74	17	probably	probably	ADV
emaj-84	74	18	will	will	AUX
emaj-84	74	19	not	not	PART
emaj-84	74	20	be	be	AUX
emaj-84	74	21	achieved	achieve	VERB
emaj-84	74	22	.	.	PUNCT
emaj-84	75	1	it	it	PRON
emaj-84	75	2	requires	require	VERB
emaj-84	75	3	finding	find	VERB
emaj-84	75	4	out	out	ADP
emaj-84	75	5	switching	switch	VERB
emaj-84	75	6	factors	factor	NOUN
emaj-84	75	7	,	,	PUNCT
emaj-84	75	8	calculation	calculation	NOUN
emaj-84	75	9	of	of	ADP
emaj-84	75	10	customers	customer	NOUN
emaj-84	75	11	life	life	NOUN
emaj-84	75	12	time	time	NOUN
emaj-84	75	13	value	value	NOUN
emaj-84	75	14	(	(	PUNCT
emaj-84	75	15	clow	clow	PROPN
emaj-84	75	16	et	et	PROPN
emaj-84	75	17	al	al	PROPN
emaj-84	75	18	,	,	PUNCT
emaj-84	75	19	2003	2003	NUM
emaj-84	75	20	)	)	PUNCT
emaj-84	75	21	,	,	PUNCT
emaj-84	75	22	customers	customer	NOUN
emaj-84	75	23	loyalty	loyalty	NOUN
emaj-84	75	24	rate	rate	NOUN
emaj-84	75	25	,	,	PUNCT
emaj-84	75	26	and	and	CCONJ
emaj-84	75	27	building	build	VERB
emaj-84	75	28	lasting	last	VERB
emaj-84	75	29	consumer	consumer	NOUN
emaj-84	75	30	relationship	relationship	NOUN
emaj-84	75	31	management	management	NOUN
emaj-84	75	32	(	(	PUNCT
emaj-84	75	33	kotler	kotler	PROPN
emaj-84	75	34	p.	p.	PROPN
emaj-84	75	35	et	et	PROPN
emaj-84	76	1	al	al	PROPN
emaj-84	76	2	.	.	PROPN
emaj-84	76	3	,	,	PUNCT
emaj-84	76	4	1999	1999	NUM
emaj-84	76	5	)	)	PUNCT
emaj-84	76	6	.	.	PUNCT
emaj-84	77	1	due	due	ADP
emaj-84	77	2	to	to	ADP
emaj-84	77	3	the	the	DET
emaj-84	77	4	above	above	ADJ
emaj-84	77	5	mentioned	mention	VERB
emaj-84	77	6	reasons	reason	NOUN
emaj-84	77	7	,	,	PUNCT
emaj-84	77	8	it	it	PRON
emaj-84	77	9	is	be	AUX
emaj-84	77	10	imperative	imperative	ADJ
emaj-84	77	11	to	to	PART
emaj-84	77	12	apply	apply	VERB
emaj-84	77	13	the	the	DET
emaj-84	77	14	modern	modern	ADJ
emaj-84	77	15	paradigm	paradigm	NOUN
emaj-84	77	16	shift	shift	NOUN
emaj-84	77	17	in	in	ADP
emaj-84	77	18	marketing	marketing	NOUN
emaj-84	77	19	called	call	VERB
emaj-84	77	20	relationship	relationship	NOUN
emaj-84	77	21	marketing	marketing	NOUN
emaj-84	77	22	.	.	PUNCT
emaj-84	78	1	grönroos	grönroos	PROPN
emaj-84	78	2	(	(	PUNCT
emaj-84	78	3	1994	1994	NUM
emaj-84	78	4	)	)	PUNCT
emaj-84	78	5	pointed	point	VERB
emaj-84	78	6	out	out	ADP
emaj-84	78	7	that	that	PRON
emaj-84	78	8	relationship	relationship	NOUN
emaj-84	78	9	building	building	NOUN
emaj-84	78	10	and	and	CCONJ
emaj-84	78	11	management	management	NOUN
emaj-84	78	12	are	be	AUX
emaj-84	78	13	a	a	DET
emaj-84	78	14	vital	vital	ADJ
emaj-84	78	15	corner	corner	NOUN
emaj-84	78	16	stone	stone	NOUN
emaj-84	78	17	for	for	ADP
emaj-84	78	18	service	service	NOUN
emaj-84	78	19	industries	industry	NOUN
emaj-84	78	20	.	.	PUNCT
emaj-84	79	1	this	this	PRON
emaj-84	79	2	is	be	AUX
emaj-84	79	3	achieved	achieve	VERB
emaj-84	79	4	by	by	ADP
emaj-84	79	5	a	a	DET
emaj-84	79	6	mutual	mutual	ADJ
emaj-84	79	7	exchange	exchange	NOUN
emaj-84	79	8	and	and	CCONJ
emaj-84	79	9	fulfillment	fulfillment	NOUN
emaj-84	79	10	of	of	ADP
emaj-84	79	11	promises	promise	NOUN
emaj-84	79	12	.	.	PUNCT
emaj-84	80	1	such	such	ADJ
emaj-84	80	2	relationships	relationship	NOUN
emaj-84	80	3	are	be	AUX
emaj-84	80	4	usually	usually	ADV
emaj-84	80	5	but	but	CCONJ
emaj-84	80	6	not	not	PART
emaj-84	80	7	necessarily	necessarily	ADV
emaj-84	80	8	long	long	ADJ
emaj-84	80	9	-	-	PUNCT
emaj-84	80	10	term	term	NOUN
emaj-84	80	11	.	.	PUNCT
emaj-84	81	1	establishing	establish	VERB
emaj-84	81	2	a	a	DET
emaj-84	81	3	relationship	relationship	NOUN
emaj-84	81	4	with	with	ADP
emaj-84	81	5	a	a	DET
emaj-84	81	6	customer	customer	NOUN
emaj-84	81	7	can	can	AUX
emaj-84	81	8	be	be	AUX
emaj-84	81	9	divided	divide	VERB
emaj-84	81	10	in	in	ADP
emaj-84	81	11	to	to	ADP
emaj-84	81	12	two	two	NUM
emaj-84	81	13	parts	part	NOUN
emaj-84	81	14	:	:	PUNCT
emaj-84	81	15	to	to	PART
emaj-84	81	16	attract	attract	VERB
emaj-84	81	17	the	the	DET
emaj-84	81	18	customer	customer	NOUN
emaj-84	81	19	and	and	CCONJ
emaj-84	81	20	to	to	PART
emaj-84	81	21	build	build	VERB
emaj-84	81	22	relationship	relationship	NOUN
emaj-84	81	23	with	with	ADP
emaj-84	81	24	that	that	DET
emaj-84	81	25	customer	customer	NOUN
emaj-84	81	26	so	so	SCONJ
emaj-84	81	27	that	that	SCONJ
emaj-84	81	28	the	the	DET
emaj-84	81	29	economic	economic	ADJ
emaj-84	81	30	goals	goal	NOUN
emaj-84	81	31	of	of	ADP
emaj-84	81	32	that	that	DET
emaj-84	81	33	relationship	relationship	NOUN
emaj-84	81	34	are	be	AUX
emaj-84	81	35	achieved	achieve	VERB
emaj-84	81	36	(	(	PUNCT
emaj-84	81	37	grönroos	grönroos	NOUN
emaj-84	81	38	,	,	PUNCT
emaj-84	81	39	1994	1994	NUM
emaj-84	81	40	)	)	PUNCT
emaj-84	81	41	.	.	PUNCT
emaj-84	82	1	it	it	PRON
emaj-84	82	2	is	be	AUX
emaj-84	82	3	not	not	PART
emaj-84	82	4	a	a	DET
emaj-84	82	5	time	time	NOUN
emaj-84	82	6	to	to	ADP
emaj-84	82	7	market	market	NOUN
emaj-84	82	8	in	in	ADP
emaj-84	82	9	a	a	DET
emaj-84	82	10	transactional	transactional	ADJ
emaj-84	82	11	basis	basis	NOUN
emaj-84	82	12	.	.	PUNCT
emaj-84	83	1	as	as	SCONJ
emaj-84	83	2	stated	state	VERB
emaj-84	83	3	above	above	ADV
emaj-84	83	4	,	,	PUNCT
emaj-84	83	5	since	since	SCONJ
emaj-84	83	6	the	the	DET
emaj-84	83	7	field	field	NOUN
emaj-84	83	8	of	of	ADP
emaj-84	83	9	relationship	relationship	NOUN
emaj-84	83	10	marketing	marketing	NOUN
emaj-84	83	11	is	be	AUX
emaj-84	83	12	new	new	ADJ
emaj-84	83	13	as	as	ADP
emaj-84	83	14	recent	recent	ADJ
emaj-84	83	15	innovation	innovation	NOUN
emaj-84	83	16	in	in	ADP
emaj-84	83	17	the	the	DET
emaj-84	83	18	field	field	NOUN
emaj-84	83	19	of	of	ADP
emaj-84	83	20	marketing	marketing	NOUN
emaj-84	83	21	literature	literature	NOUN
emaj-84	83	22	,	,	PUNCT
emaj-84	83	23	there	there	PRON
emaj-84	83	24	are	be	VERB
emaj-84	83	25	no	no	DET
emaj-84	83	26	in	in	ADP
emaj-84	83	27	-	-	PUNCT
emaj-84	83	28	depth	depth	NOUN
emaj-84	83	29	studies	study	NOUN
emaj-84	83	30	conducted	conduct	VERB
emaj-84	83	31	especially	especially	ADV
emaj-84	83	32	in	in	ADP
emaj-84	83	33	developing	develop	VERB
emaj-84	83	34	economies	economy	NOUN
emaj-84	83	35	like	like	ADP
emaj-84	83	36	ethiopia	ethiopia	PROPN
emaj-84	83	37	.	.	PUNCT
emaj-84	84	1	so	so	ADV
emaj-84	84	2	,	,	PUNCT
emaj-84	84	3	the	the	DET
emaj-84	84	4	aim	aim	NOUN
emaj-84	84	5	of	of	ADP
emaj-84	84	6	this	this	DET
emaj-84	84	7	study	study	NOUN
emaj-84	84	8	is	be	AUX
emaj-84	84	9	to	to	PART
emaj-84	84	10	investigate	investigate	VERB
emaj-84	84	11	the	the	DET
emaj-84	84	12	relationship	relationship	NOUN
emaj-84	84	13	marketing	marketing	NOUN
emaj-84	84	14	dimensions	dimension	NOUN
emaj-84	84	15	such	such	ADJ
emaj-84	84	16	as	as	ADP
emaj-84	84	17	trust	trust	NOUN
emaj-84	84	18	,	,	PUNCT
emaj-84	84	19	commitment	commitment	NOUN
emaj-84	84	20	,	,	PUNCT
emaj-84	84	21	conflict	conflict	NOUN
emaj-84	84	22	handling	handling	NOUN
emaj-84	84	23	,	,	PUNCT
emaj-84	84	24	communication	communication	NOUN
emaj-84	84	25	,	,	PUNCT
emaj-84	84	26	and	and	CCONJ
emaj-84	84	27	gratitude	gratitude	NOUN
emaj-84	84	28	of	of	ADP
emaj-84	84	29	zemen	zemen	PROPN
emaj-84	84	30	bank	bank	PROPN
emaj-84	84	31	,	,	PUNCT
emaj-84	84	32	in	in	ADP
emaj-84	84	33	order	order	NOUN
emaj-84	84	34	to	to	PART
emaj-84	84	35	assess	assess	VERB
emaj-84	84	36	whether	whether	SCONJ
emaj-84	84	37	these	these	DET
emaj-84	84	38	dimensions	dimension	NOUN
emaj-84	84	39	have	have	AUX
emaj-84	84	40	had	have	VERB
emaj-84	84	41	the	the	DET
emaj-84	84	42	intended	intend	VERB
emaj-84	84	43	strengthening	strengthen	VERB
emaj-84	84	44	effect	effect	NOUN
emaj-84	84	45	on	on	ADP
emaj-84	84	46	customers‘loyalty	customers‘loyalty	NOUN
emaj-84	84	47	.	.	PUNCT
emaj-84	85	1	for	for	ADP
emaj-84	85	2	better	well	ADJ
emaj-84	85	3	investigation	investigation	NOUN
emaj-84	85	4	of	of	ADP
emaj-84	85	5	the	the	DET
emaj-84	85	6	study	study	NOUN
emaj-84	85	7	,	,	PUNCT
emaj-84	85	8	the	the	DET
emaj-84	85	9	following	follow	VERB
emaj-84	85	10	questions	question	NOUN
emaj-84	85	11	were	be	AUX
emaj-84	85	12	raised	raise	VERB
emaj-84	85	13	:	:	PUNCT
emaj-84	85	14	which	which	PRON
emaj-84	85	15	selected	select	VERB
emaj-84	85	16	relationship	relationship	NOUN
emaj-84	85	17	marketing	marketing	NOUN
emaj-84	85	18	dimensions	dimension	NOUN
emaj-84	85	19	affect	affect	VERB
emaj-84	85	20	customers‘loyalty	customers‘loyalty	VERB
emaj-84	85	21	?	?	PUNCT
emaj-84	86	1	to	to	ADP
emaj-84	86	2	what	what	DET
emaj-84	86	3	extent	extent	NOUN
emaj-84	86	4	relationship	relationship	NOUN
emaj-84	86	5	marketing	marketing	NOUN
emaj-84	86	6	had	have	VERB
emaj-84	86	7	influence	influence	NOUN
emaj-84	86	8	on	on	ADP
emaj-84	86	9	customers‘loyalty	customers‘loyalty	PROPN
emaj-84	86	10	?	?	PUNCT
emaj-84	87	1	does	do	AUX
emaj-84	87	2	management	management	NOUN
emaj-84	87	3	commitment	commitment	NOUN
emaj-84	87	4	have	have	VERB
emaj-84	87	5	mediating	mediate	VERB
emaj-84	87	6	effect	effect	NOUN
emaj-84	87	7	on	on	ADP
emaj-84	87	8	customers‘loyalty	customers‘loyalty	NOUN
emaj-84	87	9	?	?	PUNCT
emaj-84	88	1	1.3	1.3	NUM
emaj-84	88	2	objectives	objective	NOUN
emaj-84	88	3	of	of	ADP
emaj-84	88	4	the	the	DET
emaj-84	88	5	study	study	NOUN
emaj-84	88	6	1.3.1	1.3.1	NUM
emaj-84	88	7	general	general	PROPN
emaj-84	88	8	objective	objective	NOUN
emaj-84	88	9	the	the	DET
emaj-84	88	10	general	general	ADJ
emaj-84	88	11	objective	objective	NOUN
emaj-84	88	12	of	of	ADP
emaj-84	88	13	this	this	DET
emaj-84	88	14	study	study	NOUN
emaj-84	88	15	is	be	AUX
emaj-84	88	16	to	to	PART
emaj-84	88	17	investigate	investigate	VERB
emaj-84	88	18	the	the	DET
emaj-84	88	19	influence	influence	NOUN
emaj-84	88	20	of	of	ADP
emaj-84	88	21	relationship	relationship	NOUN
emaj-84	88	22	marketing	marketing	NOUN
emaj-84	88	23	dimensions	dimension	NOUN
emaj-84	88	24	on	on	ADP
emaj-84	88	25	customers‘loyalty	customers‘loyalty	PROPN
emaj-84	88	26	.	.	PUNCT
emaj-84	89	1	1.3.2	1.3.2	NUM
emaj-84	89	2	specific	specific	ADJ
emaj-84	89	3	objectives	objective	NOUN
emaj-84	89	4	the	the	DET
emaj-84	89	5	study	study	NOUN
emaj-84	89	6	has	have	VERB
emaj-84	89	7	the	the	DET
emaj-84	89	8	following	follow	VERB
emaj-84	89	9	specific	specific	ADJ
emaj-84	89	10	objectives	objective	NOUN
emaj-84	89	11	:	:	PUNCT
emaj-84	89	12	to	to	PART
emaj-84	89	13	measure	measure	VERB
emaj-84	89	14	the	the	DET
emaj-84	89	15	association	association	NOUN
emaj-84	89	16	between	between	ADP
emaj-84	89	17	relationship	relationship	NOUN
emaj-84	89	18	marketing	marketing	NOUN
emaj-84	89	19	dimensions	dimension	NOUN
emaj-84	89	20	and	and	CCONJ
emaj-84	89	21	customers	customer	NOUN
emaj-84	89	22	loyalty	loyalty	NOUN
emaj-84	89	23	.	.	PUNCT
emaj-84	90	1	to	to	PART
emaj-84	90	2	assess	assess	VERB
emaj-84	90	3	the	the	DET
emaj-84	90	4	individual	individual	ADJ
emaj-84	90	5	and	and	CCONJ
emaj-84	90	6	cumulative	cumulative	ADJ
emaj-84	90	7	effects	effect	NOUN
emaj-84	90	8	of	of	ADP
emaj-84	90	9	relationship	relationship	NOUN
emaj-84	90	10	marketing	marketing	NOUN
emaj-84	90	11	dimensions	dimension	NOUN
emaj-84	90	12	on	on	ADP
emaj-84	90	13	customers	customer	NOUN
emaj-84	90	14	loyalty	loyalty	NOUN
emaj-84	90	15	.	.	PUNCT
emaj-84	91	1	to	to	PART
emaj-84	91	2	point	point	VERB
emaj-84	91	3	out	out	ADP
emaj-84	91	4	the	the	DET
emaj-84	91	5	most	most	ADV
emaj-84	91	6	and	and	CCONJ
emaj-84	91	7	least	least	ADV
emaj-84	91	8	important	important	ADJ
emaj-84	91	9	rm	rm	NOUN
emaj-84	91	10	dimensions	dimension	NOUN
emaj-84	91	11	which	which	PRON
emaj-84	91	12	have	have	VERB
emaj-84	91	13	stronger	strong	ADJ
emaj-84	91	14	influence	influence	NOUN
emaj-84	91	15	on	on	ADP
emaj-84	91	16	customers‘loyalty	customers‘loyalty	PROPN
emaj-84	91	17	.	.	PUNCT
emaj-84	92	1	1.4	1.4	NUM
emaj-84	92	2	research	research	NOUN
emaj-84	92	3	hypothesis	hypothesis	NOUN
emaj-84	92	4	h1	h1	PROPN
emaj-84	92	5	:	:	PUNCT
emaj-84	92	6	trust	trust	NOUN
emaj-84	92	7	has	have	VERB
emaj-84	92	8	a	a	DET
emaj-84	92	9	significant	significant	ADJ
emaj-84	92	10	and	and	CCONJ
emaj-84	92	11	positive	positive	ADJ
emaj-84	92	12	effect	effect	NOUN
emaj-84	92	13	on	on	ADP
emaj-84	92	14	customers‘loyalty	customers‘loyalty	PROPN
emaj-84	92	15	.	.	PUNCT
emaj-84	93	1	h2	h2	NOUN
emaj-84	93	2	:	:	PUNCT
emaj-84	94	1	commitment	commitment	NOUN
emaj-84	94	2	has	have	VERB
emaj-84	94	3	a	a	DET
emaj-84	94	4	significant	significant	ADJ
emaj-84	94	5	and	and	CCONJ
emaj-84	94	6	positive	positive	ADJ
emaj-84	94	7	effect	effect	NOUN
emaj-84	94	8	on	on	ADP
emaj-84	94	9	customers‘loyalty	customers‘loyalty	PROPN
emaj-84	94	10	.	.	PUNCT
emaj-84	95	1	h3	h3	NOUN
emaj-84	95	2	:	:	PUNCT
emaj-84	95	3	conflict	conflict	NOUN
emaj-84	95	4	handling	handling	NOUN
emaj-84	95	5	has	have	VERB
emaj-84	95	6	a	a	DET
emaj-84	95	7	significant	significant	ADJ
emaj-84	95	8	and	and	CCONJ
emaj-84	95	9	positive	positive	ADJ
emaj-84	95	10	effect	effect	NOUN
emaj-84	95	11	on	on	ADP
emaj-84	95	12	customers‘loyalty	customers‘loyalty	PROPN
emaj-84	95	13	.	.	PUNCT
emaj-84	96	1	h4	h4	NOUN
emaj-84	96	2	:	:	PUNCT
emaj-84	96	3	communication	communication	NOUN
emaj-84	96	4	has	have	VERB
emaj-84	96	5	a	a	DET
emaj-84	96	6	significant	significant	ADJ
emaj-84	96	7	and	and	CCONJ
emaj-84	96	8	positive	positive	ADJ
emaj-84	96	9	effect	effect	NOUN
emaj-84	96	10	on	on	ADP
emaj-84	96	11	customers‘loyalty	customers‘loyalty	PROPN
emaj-84	96	12	.	.	PUNCT
emaj-84	97	1	h5	h5	PROPN
emaj-84	97	2	:	:	PUNCT
emaj-84	97	3	gratitude	gratitude	NOUN
emaj-84	97	4	has	have	VERB
emaj-84	97	5	a	a	DET
emaj-84	97	6	significant	significant	ADJ
emaj-84	97	7	and	and	CCONJ
emaj-84	97	8	positive	positive	ADJ
emaj-84	97	9	effect	effect	NOUN
emaj-84	97	10	on	on	ADP
emaj-84	97	11	customers‘loyalty	customers‘loyalty	PROPN
emaj-84	97	12	.	.	PUNCT
emaj-84	98	1	volume	volume	NOUN
emaj-84	98	2	5	5	NUM
emaj-84	98	3	no	no	DET
emaj-84	98	4	2	2	NUM
emaj-84	98	5	(	(	PUNCT
emaj-84	98	6	2015	2015	NUM
emaj-84	98	7	)	)	PUNCT
emaj-84	98	8	|	|	ADV
emaj-84	98	9	issn	issn	VERB
emaj-84	98	10	2158	2158	NUM
emaj-84	98	11	-	-	SYM
emaj-84	98	12	8708	8708	NUM
emaj-84	98	13	(	(	PUNCT
emaj-84	98	14	online	online	NOUN
emaj-84	98	15	)	)	PUNCT
emaj-84	99	1	|	|	ADV
emaj-84	99	2	doi	doi	X
emaj-84	99	3	10.5195	10.5195	NUM
emaj-84	99	4	/	/	SYM
emaj-84	99	5	emaj.2015.84	emaj.2015.84	NOUN
emaj-84	99	6	|	|	NOUN
emaj-84	99	7	http://emaj.pitt.edu	http://emaj.pitt.edu	VERB
emaj-84	99	8	the	the	DET
emaj-84	99	9	effect	effect	NOUN
emaj-84	99	10	of	of	ADP
emaj-84	99	11	relationship	relationship	NOUN
emaj-84	99	12	marketing	marketing	NOUN
emaj-84	99	13	on	on	ADP
emaj-84	99	14	customers	customer	NOUN
emaj-84	99	15	’	'	PUNCT
emaj-84	99	16	loyalty	loyalty	NOUN
emaj-84	99	17	(	(	PUNCT
emaj-84	99	18	evidence	evidence	NOUN
emaj-84	99	19	from	from	ADP
emaj-84	99	20	zemen	zemen	PROPN
emaj-84	99	21	bank	bank	PROPN
emaj-84	99	22	)	)	PUNCT
emaj-84	99	23	page	page	NOUN
emaj-84	99	24	|60|	|60|	NOUN
emaj-84	99	25	emerging	emerge	VERB
emaj-84	99	26	markets	market	NOUN
emaj-84	99	27	journal	journal	NOUN
emaj-84	99	28	h6	h6	PROPN
emaj-84	99	29	:	:	PUNCT
emaj-84	99	30	relationship	relationship	NOUN
emaj-84	99	31	marketing	marketing	NOUN
emaj-84	99	32	dimensions	dimension	NOUN
emaj-84	99	33	as	as	ADP
emaj-84	99	34	a	a	DET
emaj-84	99	35	cumulative	cumulative	NOUN
emaj-84	99	36	have	have	VERB
emaj-84	99	37	a	a	DET
emaj-84	99	38	significant	significant	ADJ
emaj-84	99	39	and	and	CCONJ
emaj-84	99	40	positive	positive	ADJ
emaj-84	99	41	effect	effect	NOUN
emaj-84	99	42	on	on	ADP
emaj-84	99	43	customers	customer	NOUN
emaj-84	99	44	’	'	PUNCT
emaj-84	99	45	loyalty	loyalty	NOUN
emaj-84	99	46	.	.	PUNCT
emaj-84	100	1	1.5	1.5	NUM
emaj-84	100	2	definition	definition	NOUN
emaj-84	100	3	of	of	ADP
emaj-84	100	4	key	key	ADJ
emaj-84	100	5	terms	term	NOUN
emaj-84	100	6	relationship	relationship	NOUN
emaj-84	100	7	marketing	marketing	NOUN
emaj-84	100	8	is	be	AUX
emaj-84	100	9	a	a	DET
emaj-84	100	10	philosophy	philosophy	NOUN
emaj-84	100	11	of	of	ADP
emaj-84	100	12	doing	do	VERB
emaj-84	100	13	business	business	NOUN
emaj-84	100	14	,	,	PUNCT
emaj-84	100	15	a	a	DET
emaj-84	100	16	strategic	strategic	ADJ
emaj-84	100	17	orientation	orientation	NOUN
emaj-84	100	18	that	that	PRON
emaj-84	100	19	focuses	focus	VERB
emaj-84	100	20	on	on	ADP
emaj-84	100	21	keeping	keep	VERB
emaj-84	100	22	and	and	CCONJ
emaj-84	100	23	improving	improve	VERB
emaj-84	100	24	current	current	ADJ
emaj-84	100	25	customers	customer	NOUN
emaj-84	100	26	rather	rather	ADV
emaj-84	100	27	than	than	ADP
emaj-84	100	28	on	on	ADP
emaj-84	100	29	acquiring	acquire	VERB
emaj-84	100	30	new	new	ADJ
emaj-84	100	31	customers	customer	NOUN
emaj-84	100	32	(	(	PUNCT
emaj-84	100	33	zeithaml	zeithaml	NOUN
emaj-84	100	34	and	and	CCONJ
emaj-84	100	35	bitner	bitner	NOUN
emaj-84	100	36	,	,	PUNCT
emaj-84	100	37	2003	2003	NUM
emaj-84	100	38	)	)	PUNCT
emaj-84	100	39	.	.	PUNCT
emaj-84	101	1	trust	trust	NOUN
emaj-84	101	2	is	be	AUX
emaj-84	101	3	partners‘confidence	partners‘confidence	NOUN
emaj-84	101	4	in	in	ADP
emaj-84	101	5	an	an	DET
emaj-84	101	6	exchange	exchange	NOUN
emaj-84	101	7	partners	partner	NOUN
emaj-84	101	8	reliability	reliability	NOUN
emaj-84	101	9	and	and	CCONJ
emaj-84	101	10	integrity	integrity	NOUN
emaj-84	101	11	(	(	PUNCT
emaj-84	101	12	morgan	morgan	PROPN
emaj-84	101	13	and	and	CCONJ
emaj-84	101	14	hunt	hunt	PROPN
emaj-84	101	15	,	,	PUNCT
emaj-84	101	16	1994	1994	NUM
emaj-84	101	17	)	)	PUNCT
emaj-84	101	18	.	.	PUNCT
emaj-84	102	1	commitment	commitment	NOUN
emaj-84	102	2	is	be	AUX
emaj-84	102	3	an	an	DET
emaj-84	102	4	enduring	endure	VERB
emaj-84	102	5	desire	desire	NOUN
emaj-84	102	6	to	to	PART
emaj-84	102	7	maintain	maintain	VERB
emaj-84	102	8	a	a	DET
emaj-84	102	9	valued	value	VERB
emaj-84	102	10	relationship	relationship	NOUN
emaj-84	102	11	(	(	PUNCT
emaj-84	102	12	morgan	morgan	PROPN
emaj-84	102	13	and	and	CCONJ
emaj-84	102	14	hunt	hunt	PROPN
emaj-84	102	15	,	,	PUNCT
emaj-84	102	16	1994	1994	NUM
emaj-84	102	17	)	)	PUNCT
emaj-84	102	18	.	.	PUNCT
emaj-84	103	1	conflict	conflict	NOUN
emaj-84	103	2	is	be	AUX
emaj-84	103	3	the	the	DET
emaj-84	103	4	overall	overall	ADJ
emaj-84	103	5	level	level	NOUN
emaj-84	103	6	of	of	ADP
emaj-84	103	7	disagreement	disagreement	NOUN
emaj-84	103	8	between	between	ADP
emaj-84	103	9	exchange	exchange	NOUN
emaj-84	103	10	partners	partner	NOUN
emaj-84	103	11	(	(	PUNCT
emaj-84	103	12	palmatier	palmatier	NOUN
emaj-84	103	13	,	,	PUNCT
emaj-84	103	14	2008	2008	NUM
emaj-84	103	15	)	)	PUNCT
emaj-84	103	16	.	.	PUNCT
emaj-84	104	1	communication	communication	NOUN
emaj-84	104	2	is	be	AUX
emaj-84	104	3	the	the	DET
emaj-84	104	4	amount	amount	NOUN
emaj-84	104	5	,	,	PUNCT
emaj-84	104	6	frequency	frequency	NOUN
emaj-84	104	7	,	,	PUNCT
emaj-84	104	8	and	and	CCONJ
emaj-84	104	9	quality	quality	NOUN
emaj-84	104	10	of	of	ADP
emaj-84	104	11	information	information	NOUN
emaj-84	104	12	shared	share	VERB
emaj-84	104	13	between	between	ADP
emaj-84	104	14	exchange	exchange	NOUN
emaj-84	104	15	parties	party	NOUN
emaj-84	104	16	(	(	PUNCT
emaj-84	104	17	palmatier	palmatier	NOUN
emaj-84	104	18	,	,	PUNCT
emaj-84	104	19	2008	2008	NUM
emaj-84	104	20	)	)	PUNCT
emaj-84	104	21	.	.	PUNCT
emaj-84	105	1	gratitude	gratitude	NOUN
emaj-84	105	2	is	be	AUX
emaj-84	105	3	the	the	DET
emaj-84	105	4	emotional	emotional	ADJ
emaj-84	105	5	appreciation	appreciation	NOUN
emaj-84	105	6	for	for	ADP
emaj-84	105	7	benefits	benefit	NOUN
emaj-84	105	8	received	receive	VERB
emaj-84	105	9	,	,	PUNCT
emaj-84	105	10	accompanied	accompany	VERB
emaj-84	105	11	by	by	ADP
emaj-84	105	12	a	a	DET
emaj-84	105	13	desire	desire	NOUN
emaj-84	105	14	to	to	PART
emaj-84	105	15	reciprocate	reciprocate	VERB
emaj-84	105	16	(	(	PUNCT
emaj-84	105	17	palmatier	palmatier	PROPN
emaj-84	105	18	et.al	et.al	PROPN
emaj-84	105	19	,	,	PUNCT
emaj-84	105	20	2009	2009	NUM
emaj-84	105	21	)	)	PUNCT
emaj-84	105	22	.	.	PUNCT
emaj-84	106	1	a	a	DET
emaj-84	106	2	reciprocity	reciprocity	NOUN
emaj-84	106	3	norm	norm	NOUN
emaj-84	106	4	is	be	AUX
emaj-84	106	5	internalized	internalize	VERB
emaj-84	106	6	patterns	pattern	NOUN
emaj-84	106	7	of	of	ADP
emaj-84	106	8	behaviors	behavior	NOUN
emaj-84	106	9	and	and	CCONJ
emaj-84	106	10	feelings	feeling	NOUN
emaj-84	106	11	that	that	PRON
emaj-84	106	12	regulate	regulate	VERB
emaj-84	106	13	the	the	DET
emaj-84	106	14	balance	balance	NOUN
emaj-84	106	15	of	of	ADP
emaj-84	106	16	obligations	obligation	NOUN
emaj-84	106	17	between	between	ADP
emaj-84	106	18	two	two	NUM
emaj-84	106	19	exchange	exchange	NOUN
emaj-84	106	20	partners	partner	NOUN
emaj-84	106	21	.	.	PUNCT
emaj-84	107	1	customer	customer	NOUN
emaj-84	107	2	loyalty	loyalty	NOUN
emaj-84	107	3	is	be	AUX
emaj-84	107	4	a	a	DET
emaj-84	107	5	buyer‘s	buyer‘s	ADJ
emaj-84	107	6	overall	overall	ADJ
emaj-84	107	7	attachment	attachment	NOUN
emaj-84	107	8	or	or	CCONJ
emaj-84	107	9	deep	deep	ADJ
emaj-84	107	10	commitment	commitment	NOUN
emaj-84	107	11	to	to	ADP
emaj-84	107	12	a	a	DET
emaj-84	107	13	product	product	NOUN
emaj-84	107	14	,	,	PUNCT
emaj-84	107	15	service	service	NOUN
emaj-84	107	16	,	,	PUNCT
emaj-84	107	17	brand	brand	NOUN
emaj-84	107	18	,	,	PUNCT
emaj-84	107	19	or	or	CCONJ
emaj-84	107	20	organization	organization	NOUN
emaj-84	107	21	(	(	PUNCT
emaj-84	107	22	oliver	oliver	PROPN
emaj-84	107	23	,	,	PUNCT
emaj-84	107	24	1999	1999	NUM
emaj-84	107	25	)	)	PUNCT
emaj-84	107	26	.	.	PUNCT
emaj-84	108	1	1.6	1.6	NUM
emaj-84	108	2	methodology	methodology	NOUN
emaj-84	108	3	of	of	ADP
emaj-84	108	4	the	the	DET
emaj-84	108	5	study	study	NOUN
emaj-84	108	6	1.6.1	1.6.1	NUM
emaj-84	108	7	sampling	sample	VERB
emaj-84	108	8	techniques	technique	NOUN
emaj-84	108	9	sample	sample	NOUN
emaj-84	108	10	is	be	AUX
emaj-84	108	11	a	a	DET
emaj-84	108	12	part	part	NOUN
emaj-84	108	13	or	or	CCONJ
emaj-84	108	14	subset	subset	NOUN
emaj-84	108	15	of	of	ADP
emaj-84	108	16	a	a	DET
emaj-84	108	17	population	population	NOUN
emaj-84	108	18	taken	take	VERB
emaj-84	108	19	to	to	PART
emaj-84	108	20	be	be	AUX
emaj-84	108	21	representative	representative	NOUN
emaj-84	108	22	of	of	ADP
emaj-84	108	23	the	the	DET
emaj-84	108	24	population	population	NOUN
emaj-84	108	25	as	as	ADP
emaj-84	108	26	a	a	DET
emaj-84	108	27	whole	whole	NOUN
emaj-84	108	28	(	(	PUNCT
emaj-84	108	29	john	john	PROPN
emaj-84	108	30	williams	williams	PROPN
emaj-84	108	31	,	,	PUNCT
emaj-84	108	32	2004	2004	NUM
emaj-84	108	33	)	)	PUNCT
emaj-84	108	34	.	.	PUNCT
emaj-84	109	1	the	the	DET
emaj-84	109	2	sample	sample	NOUN
emaj-84	109	3	was	be	AUX
emaj-84	109	4	drawn	draw	VERB
emaj-84	109	5	from	from	ADP
emaj-84	109	6	bank	bank	NOUN
emaj-84	109	7	customers	customer	NOUN
emaj-84	109	8	to	to	PART
emaj-84	109	9	determine	determine	VERB
emaj-84	109	10	the	the	DET
emaj-84	109	11	effect	effect	NOUN
emaj-84	109	12	of	of	ADP
emaj-84	109	13	relationship	relationship	NOUN
emaj-84	109	14	marketing	marketing	NOUN
emaj-84	109	15	dimensions	dimension	NOUN
emaj-84	109	16	on	on	ADP
emaj-84	109	17	customers‘loyalty	customers‘loyalty	PROPN
emaj-84	109	18	.	.	PUNCT
emaj-84	110	1	after	after	ADP
emaj-84	110	2	a	a	DET
emaj-84	110	3	short	short	ADJ
emaj-84	110	4	interview	interview	NOUN
emaj-84	110	5	with	with	ADP
emaj-84	110	6	vice	vice	NOUN
emaj-84	110	7	chairman	chairman	NOUN
emaj-84	110	8	of	of	ADP
emaj-84	110	9	domestic	domestic	ADJ
emaj-84	110	10	banking	banking	NOUN
emaj-84	110	11	transactions	transaction	NOUN
emaj-84	110	12	of	of	ADP
emaj-84	110	13	zemen	zemen	PROPN
emaj-84	110	14	bank	bank	PROPN
emaj-84	110	15	,	,	PUNCT
emaj-84	110	16	he	he	PRON
emaj-84	110	17	responded	respond	VERB
emaj-84	110	18	that	that	SCONJ
emaj-84	110	19	recently	recently	ADV
emaj-84	110	20	(	(	PUNCT
emaj-84	110	21	as	as	ADP
emaj-84	110	22	of	of	ADP
emaj-84	110	23	february	february	PROPN
emaj-84	110	24	,	,	PUNCT
emaj-84	110	25	2013	2013	NUM
emaj-84	110	26	)	)	PUNCT
emaj-84	110	27	,	,	PUNCT
emaj-84	110	28	zemen	zemen	PROPN
emaj-84	110	29	bank	bank	PROPN
emaj-84	110	30	has	have	VERB
emaj-84	110	31	around	around	ADV
emaj-84	110	32	10,000	10,000	NUM
emaj-84	110	33	registered	register	VERB
emaj-84	110	34	and	and	CCONJ
emaj-84	110	35	known	know	VERB
emaj-84	110	36	customers	customer	NOUN
emaj-84	110	37	who	who	PRON
emaj-84	110	38	are	be	AUX
emaj-84	110	39	benefiting	benefit	VERB
emaj-84	110	40	from	from	ADP
emaj-84	110	41	different	different	ADJ
emaj-84	110	42	services	service	NOUN
emaj-84	110	43	of	of	ADP
emaj-84	110	44	the	the	DET
emaj-84	110	45	company	company	NOUN
emaj-84	110	46	.	.	PUNCT
emaj-84	111	1	among	among	ADP
emaj-84	111	2	them	they	PRON
emaj-84	111	3	the	the	DET
emaj-84	111	4	data	datum	NOUN
emaj-84	111	5	were	be	AUX
emaj-84	111	6	collected	collect	VERB
emaj-84	111	7	from	from	ADP
emaj-84	111	8	200	200	NUM
emaj-84	111	9	customer	customer	NOUN
emaj-84	111	10	respondents	respondent	NOUN
emaj-84	111	11	using	use	VERB
emaj-84	111	12	the	the	DET
emaj-84	111	13	sample	sample	NOUN
emaj-84	111	14	determination	determination	NOUN
emaj-84	111	15	method	method	NOUN
emaj-84	111	16	developed	develop	VERB
emaj-84	111	17	by	by	ADP
emaj-84	111	18	carvalho	carvalho	NOUN
emaj-84	111	19	(	(	PUNCT
emaj-84	111	20	1984	1984	NUM
emaj-84	111	21	)	)	PUNCT
emaj-84	111	22	,	,	PUNCT
emaj-84	111	23	as	as	SCONJ
emaj-84	111	24	cited	cite	VERB
emaj-84	111	25	by	by	ADP
emaj-84	111	26	ahmed	ahmed	PROPN
emaj-84	111	27	kelil	kelil	PROPN
emaj-84	111	28	(	(	PUNCT
emaj-84	111	29	2005	2005	NUM
emaj-84	111	30	)	)	PUNCT
emaj-84	111	31	,	,	PUNCT
emaj-84	111	32	irrespective	irrespective	ADV
emaj-84	111	33	of	of	ADP
emaj-84	111	34	their	their	PRON
emaj-84	111	35	banking	banking	NOUN
emaj-84	111	36	purpose	purpose	NOUN
emaj-84	111	37	,	,	PUNCT
emaj-84	111	38	gender	gender	NOUN
emaj-84	111	39	,	,	PUNCT
emaj-84	111	40	occupation	occupation	NOUN
emaj-84	111	41	,	,	PUNCT
emaj-84	111	42	income	income	NOUN
emaj-84	111	43	or	or	CCONJ
emaj-84	111	44	age	age	NOUN
emaj-84	111	45	.	.	PUNCT
emaj-84	112	1	1.6.2	1.6.2	NUM
emaj-84	112	2	sources	source	NOUN
emaj-84	112	3	of	of	ADP
emaj-84	112	4	data	datum	NOUN
emaj-84	112	5	and	and	CCONJ
emaj-84	112	6	data	datum	NOUN
emaj-84	112	7	collection	collection	NOUN
emaj-84	112	8	depending	depend	VERB
emaj-84	112	9	on	on	ADP
emaj-84	112	10	objectives	objective	NOUN
emaj-84	112	11	and	and	CCONJ
emaj-84	112	12	research	research	NOUN
emaj-84	112	13	questions	question	NOUN
emaj-84	112	14	of	of	ADP
emaj-84	112	15	the	the	DET
emaj-84	112	16	study	study	NOUN
emaj-84	112	17	;	;	PUNCT
emaj-84	112	18	primary	primary	ADJ
emaj-84	112	19	,	,	PUNCT
emaj-84	112	20	secondary	secondary	ADJ
emaj-84	112	21	,	,	PUNCT
emaj-84	112	22	and	and	CCONJ
emaj-84	112	23	tertiary	tertiary	ADJ
emaj-84	112	24	sources	source	NOUN
emaj-84	112	25	of	of	ADP
emaj-84	112	26	data	datum	NOUN
emaj-84	112	27	were	be	AUX
emaj-84	112	28	used	use	VERB
emaj-84	112	29	.	.	PUNCT
emaj-84	113	1	the	the	DET
emaj-84	113	2	secondary	secondary	ADJ
emaj-84	113	3	data	datum	NOUN
emaj-84	113	4	were	be	AUX
emaj-84	113	5	collected	collect	VERB
emaj-84	113	6	from	from	ADP
emaj-84	113	7	annual	annual	ADJ
emaj-84	113	8	reports	report	NOUN
emaj-84	113	9	of	of	ADP
emaj-84	113	10	organizations	organization	NOUN
emaj-84	113	11	.	.	PUNCT
emaj-84	114	1	on	on	ADP
emaj-84	114	2	the	the	DET
emaj-84	114	3	other	other	ADJ
emaj-84	114	4	hand	hand	NOUN
emaj-84	114	5	,	,	PUNCT
emaj-84	114	6	tertiary	tertiary	ADJ
emaj-84	114	7	data	datum	NOUN
emaj-84	114	8	were	be	AUX
emaj-84	114	9	collected	collect	VERB
emaj-84	114	10	from	from	ADP
emaj-84	114	11	books	book	NOUN
emaj-84	114	12	,	,	PUNCT
emaj-84	114	13	journal	journal	NOUN
emaj-84	114	14	articles	article	NOUN
emaj-84	114	15	,	,	PUNCT
emaj-84	114	16	full	full	ADJ
emaj-84	114	17	research	research	NOUN
emaj-84	114	18	papers	paper	NOUN
emaj-84	114	19	,	,	PUNCT
emaj-84	114	20	conference	conference	NOUN
emaj-84	114	21	papers	paper	NOUN
emaj-84	114	22	,	,	PUNCT
emaj-84	114	23	and	and	CCONJ
emaj-84	114	24	internet	internet	NOUN
emaj-84	114	25	which	which	PRON
emaj-84	114	26	discuss	discuss	VERB
emaj-84	114	27	the	the	DET
emaj-84	114	28	theoretical	theoretical	ADJ
emaj-84	114	29	framework	framework	NOUN
emaj-84	114	30	of	of	ADP
emaj-84	114	31	relationship	relationship	NOUN
emaj-84	114	32	marketing	marketing	NOUN
emaj-84	114	33	dimensions	dimension	NOUN
emaj-84	114	34	such	such	ADJ
emaj-84	114	35	as	as	ADP
emaj-84	114	36	trust	trust	NOUN
emaj-84	114	37	,	,	PUNCT
emaj-84	114	38	commitment	commitment	NOUN
emaj-84	114	39	,	,	PUNCT
emaj-84	114	40	conflict	conflict	NOUN
emaj-84	114	41	handling	handling	NOUN
emaj-84	114	42	,	,	PUNCT
emaj-84	114	43	communication	communication	NOUN
emaj-84	114	44	,	,	PUNCT
emaj-84	114	45	and	and	CCONJ
emaj-84	114	46	gratitude	gratitude	NOUN
emaj-84	114	47	,	,	PUNCT
emaj-84	114	48	for	for	ADP
emaj-84	114	49	the	the	DET
emaj-84	114	50	dependent	dependent	ADJ
emaj-84	114	51	variable	variable	ADJ
emaj-84	114	52	customers	customer	NOUN
emaj-84	114	53	’	'	PUNCT
emaj-84	114	54	loyalty	loyalty	NOUN
emaj-84	114	55	.	.	PUNCT
emaj-84	115	1	primary	primary	ADJ
emaj-84	115	2	data	datum	NOUN
emaj-84	115	3	were	be	AUX
emaj-84	115	4	used	use	VERB
emaj-84	115	5	to	to	PART
emaj-84	115	6	grasp	grasp	VERB
emaj-84	115	7	current	current	ADJ
emaj-84	115	8	information	information	NOUN
emaj-84	115	9	from	from	ADP
emaj-84	115	10	customers	customer	NOUN
emaj-84	115	11	through	through	ADP
emaj-84	115	12	survey	survey	NOUN
emaj-84	115	13	questionnaire	questionnaire	NOUN
emaj-84	115	14	and	and	CCONJ
emaj-84	115	15	semi	semi	ADJ
emaj-84	115	16	-	-	ADJ
emaj-84	115	17	structure	structure	ADJ
emaj-84	115	18	interview	interview	NOUN
emaj-84	115	19	from	from	ADP
emaj-84	115	20	assistant	assistant	ADJ
emaj-84	115	21	branch	branch	NOUN
emaj-84	115	22	manager	manager	NOUN
emaj-84	115	23	of	of	ADP
emaj-84	115	24	domestic	domestic	ADJ
emaj-84	115	25	banking	banking	NOUN
emaj-84	115	26	operations	operation	NOUN
emaj-84	115	27	of	of	ADP
emaj-84	115	28	zemen	zemen	PROPN
emaj-84	115	29	bank	bank	PROPN
emaj-84	115	30	.	.	PUNCT
emaj-84	116	1	the	the	DET
emaj-84	116	2	survey	survey	NOUN
emaj-84	116	3	questionnaire	questionnaire	NOUN
emaj-84	116	4	contains	contain	VERB
emaj-84	116	5	two	two	NUM
emaj-84	116	6	parts	part	NOUN
emaj-84	116	7	.	.	PUNCT
emaj-84	117	1	part	part	NOUN
emaj-84	117	2	one	one	PRON
emaj-84	117	3	describes	describe	VERB
emaj-84	117	4	the	the	DET
emaj-84	117	5	demographic	demographic	ADJ
emaj-84	117	6	profile	profile	NOUN
emaj-84	117	7	of	of	ADP
emaj-84	117	8	the	the	DET
emaj-84	117	9	respondents	respondent	NOUN
emaj-84	117	10	including	include	VERB
emaj-84	117	11	gender	gender	NOUN
emaj-84	117	12	,	,	PUNCT
emaj-84	117	13	age	age	NOUN
emaj-84	117	14	range	range	NOUN
emaj-84	117	15	,	,	PUNCT
emaj-84	117	16	education	education	NOUN
emaj-84	117	17	level	level	NOUN
emaj-84	117	18	,	,	PUNCT
emaj-84	117	19	occupation	occupation	NOUN
emaj-84	117	20	,	,	PUNCT
emaj-84	117	21	monthly	monthly	ADJ
emaj-84	117	22	income	income	NOUN
emaj-84	117	23	,	,	PUNCT
emaj-84	117	24	duration	duration	NOUN
emaj-84	117	25	they	they	PRON
emaj-84	117	26	maintained	maintain	VERB
emaj-84	117	27	zemen	zemen	PROPN
emaj-84	117	28	bank	bank	PROPN
emaj-84	117	29	account	account	PROPN
emaj-84	117	30	,	,	PUNCT
emaj-84	117	31	and	and	CCONJ
emaj-84	117	32	whether	whether	SCONJ
emaj-84	117	33	they	they	PRON
emaj-84	117	34	have	have	VERB
emaj-84	117	35	bank	bank	NOUN
emaj-84	117	36	account	account	NOUN
emaj-84	117	37	other	other	ADJ
emaj-84	117	38	than	than	ADP
emaj-84	117	39	zemen	zemen	PROPN
emaj-84	117	40	bank	bank	PROPN
emaj-84	117	41	and	and	CCONJ
emaj-84	117	42	the	the	DET
emaj-84	117	43	reason	reason	NOUN
emaj-84	117	44	if	if	SCONJ
emaj-84	117	45	they	they	PRON
emaj-84	117	46	have	have	VERB
emaj-84	117	47	.	.	PUNCT
emaj-84	118	1	the	the	DET
emaj-84	118	2	second	second	ADJ
emaj-84	118	3	part	part	NOUN
emaj-84	118	4	contains	contain	VERB
emaj-84	118	5	some	some	DET
emaj-84	118	6	descriptive	descriptive	ADJ
emaj-84	118	7	questions	question	NOUN
emaj-84	118	8	under	under	ADP
emaj-84	118	9	each	each	DET
emaj-84	118	10	underpinning	underpinning	ADJ
emaj-84	118	11	dimensions	dimension	NOUN
emaj-84	118	12	of	of	ADP
emaj-84	118	13	relationship	relationship	NOUN
emaj-84	118	14	marketing	marketing	NOUN
emaj-84	118	15	.	.	PUNCT
emaj-84	119	1	in	in	ADP
emaj-84	119	2	this	this	DET
emaj-84	119	3	part	part	NOUN
emaj-84	119	4	a	a	DET
emaj-84	119	5	number	number	NOUN
emaj-84	119	6	of	of	ADP
emaj-84	119	7	questions	question	NOUN
emaj-84	119	8	were	be	AUX
emaj-84	119	9	asked	ask	VERB
emaj-84	119	10	which	which	PRON
emaj-84	119	11	can	can	AUX
emaj-84	119	12	represent	represent	VERB
emaj-84	119	13	the	the	DET
emaj-84	119	14	construct	construct	NOUN
emaj-84	119	15	.	.	PUNCT
emaj-84	120	1	trust	trust	NOUN
emaj-84	120	2	dimension	dimension	NOUN
emaj-84	120	3	consists	consist	VERB
emaj-84	120	4	7	7	NUM
emaj-84	120	5	questions	question	NOUN
emaj-84	120	6	that	that	PRON
emaj-84	120	7	are	be	AUX
emaj-84	120	8	adopted	adopt	VERB
emaj-84	120	9	from	from	ADP
emaj-84	120	10	ndubisi	ndubisi	ADJ
emaj-84	120	11	and	and	CCONJ
emaj-84	120	12	wah	wah	PROPN
emaj-84	120	13	,	,	PUNCT
emaj-84	120	14	(	(	PUNCT
emaj-84	120	15	2005	2005	NUM
emaj-84	120	16	)	)	PUNCT
emaj-84	120	17	.	.	PUNCT
emaj-84	121	1	the	the	DET
emaj-84	121	2	second	second	ADJ
emaj-84	121	3	dimension	dimension	NOUN
emaj-84	121	4	contains	contain	VERB
emaj-84	121	5	6	6	NUM
emaj-84	121	6	questions	question	NOUN
emaj-84	121	7	which	which	PRON
emaj-84	121	8	were	be	AUX
emaj-84	121	9	adopted	adopt	VERB
emaj-84	121	10	from	from	ADP
emaj-84	121	11	ndubisi	ndubisi	PROPN
emaj-84	121	12	&	&	CCONJ
emaj-84	121	13	wah	wah	PROPN
emaj-84	121	14	(	(	PUNCT
emaj-84	121	15	2005	2005	NUM
emaj-84	121	16	)	)	PUNCT
emaj-84	121	17	.	.	PUNCT
emaj-84	122	1	similarly	similarly	ADV
emaj-84	122	2	,	,	PUNCT
emaj-84	122	3	under	under	ADP
emaj-84	122	4	third	third	ADJ
emaj-84	122	5	dimension	dimension	NOUN
emaj-84	122	6	which	which	PRON
emaj-84	122	7	is	be	AUX
emaj-84	122	8	conflict	conflict	NOUN
emaj-84	122	9	management	management	NOUN
emaj-84	122	10	,	,	PUNCT
emaj-84	122	11	there	there	PRON
emaj-84	122	12	were	be	VERB
emaj-84	122	13	7	7	NUM
emaj-84	122	14	questions	question	NOUN
emaj-84	122	15	which	which	PRON
emaj-84	122	16	are	be	AUX
emaj-84	122	17	adopted	adopt	VERB
emaj-84	122	18	from	from	ADP
emaj-84	122	19	ndubisi	ndubisi	PROPN
emaj-84	122	20	&	&	CCONJ
emaj-84	122	21	wah	wah	PROPN
emaj-84	122	22	(	(	PUNCT
emaj-84	122	23	2005	2005	NUM
emaj-84	122	24	)	)	PUNCT
emaj-84	122	25	.	.	PUNCT
emaj-84	123	1	the	the	DET
emaj-84	123	2	fourth	fourth	ADJ
emaj-84	123	3	communication	communication	NOUN
emaj-84	123	4	dimension	dimension	NOUN
emaj-84	123	5	comprises	comprise	VERB
emaj-84	123	6	6	6	NUM
emaj-84	123	7	questions	question	NOUN
emaj-84	123	8	which	which	PRON
emaj-84	123	9	were	be	AUX
emaj-84	123	10	adopted	adopt	VERB
emaj-84	123	11	from	from	ADP
emaj-84	123	12	tahir	tahir	PROPN
emaj-84	123	13	and	and	CCONJ
emaj-84	123	14	abidin	abidin	PROPN
emaj-84	123	15	(	(	PUNCT
emaj-84	123	16	2011	2011	NUM
emaj-84	123	17	)	)	PUNCT
emaj-84	123	18	,	,	PUNCT
emaj-84	123	19	shifera	shifera	PROPN
emaj-84	123	20	bekela	bekela	PROPN
emaj-84	123	21	(	(	PUNCT
emaj-84	123	22	2011	2011	NUM
emaj-84	123	23	)	)	PUNCT
emaj-84	123	24	and	and	CCONJ
emaj-84	123	25	developed	develop	VERB
emaj-84	123	26	by	by	ADP
emaj-84	123	27	the	the	DET
emaj-84	123	28	researcher	researcher	NOUN
emaj-84	123	29	.	.	PUNCT
emaj-84	124	1	the	the	DET
emaj-84	124	2	fifth	fifth	ADJ
emaj-84	124	3	dimension	dimension	NOUN
emaj-84	124	4	which	which	PRON
emaj-84	124	5	is	be	AUX
emaj-84	124	6	gratitude	gratitude	NOUN
emaj-84	124	7	is	be	AUX
emaj-84	124	8	comprised	comprise	VERB
emaj-84	124	9	of	of	ADP
emaj-84	124	10	4	4	NUM
emaj-84	124	11	questions	question	NOUN
emaj-84	124	12	which	which	PRON
emaj-84	124	13	were	be	AUX
emaj-84	124	14	adopted	adopt	VERB
emaj-84	124	15	from	from	ADP
emaj-84	124	16	palmatier	palmatier	PROPN
emaj-84	124	17	et.al	et.al	PROPN
emaj-84	124	18	,	,	PUNCT
emaj-84	124	19	(	(	PUNCT
emaj-84	124	20	2009	2009	NUM
emaj-84	124	21	)	)	PUNCT
emaj-84	124	22	.	.	PUNCT
emaj-84	125	1	the	the	DET
emaj-84	125	2	mediating	mediate	VERB
emaj-84	125	3	variablemanagement	variablemanagement	NOUN
emaj-84	125	4	commitment	commitment	NOUN
emaj-84	125	5	dimension	dimension	NOUN
emaj-84	125	6	consists	consist	VERB
emaj-84	125	7	5	5	NUM
emaj-84	125	8	questions	question	NOUN
emaj-84	125	9	which	which	PRON
emaj-84	125	10	were	be	AUX
emaj-84	125	11	adopted	adopt	VERB
emaj-84	125	12	from	from	ADP
emaj-84	125	13	tahir	tahir	PROPN
emaj-84	125	14	and	and	CCONJ
emaj-84	125	15	abidin	abidin	PROPN
emaj-84	125	16	(	(	PUNCT
emaj-84	125	17	2011	2011	NUM
emaj-84	125	18	)	)	PUNCT
emaj-84	125	19	and	and	CCONJ
emaj-84	125	20	the	the	DET
emaj-84	125	21	researcher	researcher	NOUN
emaj-84	125	22	.	.	PUNCT
emaj-84	126	1	lastly	lastly	ADV
emaj-84	126	2	,	,	PUNCT
emaj-84	126	3	the	the	DET
emaj-84	126	4	dependent	dependent	ADJ
emaj-84	126	5	variable	variable	ADJ
emaj-84	126	6	-	-	PUNCT
emaj-84	126	7	customers	customer	NOUN
emaj-84	126	8	loyalty	loyalty	NOUN
emaj-84	126	9	is	be	AUX
emaj-84	126	10	comprised	comprise	VERB
emaj-84	126	11	of	of	ADP
emaj-84	126	12	8	8	NUM
emaj-84	126	13	questions	question	NOUN
emaj-84	126	14	which	which	PRON
emaj-84	126	15	were	be	AUX
emaj-84	126	16	adopted	adopt	VERB
emaj-84	126	17	from	from	ADP
emaj-84	126	18	ndubisi	ndubisi	ADJ
emaj-84	126	19	and	and	CCONJ
emaj-84	126	20	wah	wah	NOUN
emaj-84	126	21	(	(	PUNCT
emaj-84	126	22	2005	2005	NUM
emaj-84	126	23	)	)	PUNCT
emaj-84	126	24	.	.	PUNCT
emaj-84	127	1	the	the	DET
emaj-84	127	2	survey	survey	NOUN
emaj-84	127	3	questionnaire	questionnaire	NOUN
emaj-84	127	4	in	in	ADP
emaj-84	127	5	part	part	NOUN
emaj-84	127	6	two	two	NUM
emaj-84	127	7	is	be	AUX
emaj-84	127	8	developed	develop	VERB
emaj-84	127	9	with	with	ADP
emaj-84	127	10	a	a	DET
emaj-84	127	11	five	five	NUM
emaj-84	127	12	point	point	NOUN
emaj-84	127	13	likert	likert	ADJ
emaj-84	127	14	scale	scale	NOUN
emaj-84	127	15	format	format	NOUN
emaj-84	127	16	ranging	range	VERB
emaj-84	127	17	from	from	ADP
emaj-84	127	18	(	(	PUNCT
emaj-84	127	19	strongly	strongly	ADV
emaj-84	127	20	disagree	disagree	VERB
emaj-84	127	21	to	to	PART
emaj-84	127	22	strongly	strongly	ADV
emaj-84	127	23	agree	agree	VERB
emaj-84	127	24	)	)	PUNCT
emaj-84	127	25	.	.	PUNCT
emaj-84	128	1	the	the	DET
emaj-84	128	2	values	value	NOUN
emaj-84	128	3	assigned	assign	VERB
emaj-84	128	4	for	for	ADP
emaj-84	128	5	likert	likert	ADJ
emaj-84	128	6	scale	scale	NOUN
emaj-84	128	7	were	be	AUX
emaj-84	128	8	1	1	NUM
emaj-84	128	9	=	=	NUM
emaj-84	128	10	strongly	strongly	ADV
emaj-84	128	11	disagree	disagree	VERB
emaj-84	128	12	,	,	PUNCT
emaj-84	128	13	2	2	NUM
emaj-84	128	14	=	=	NUM
emaj-84	128	15	disagree	disagree	VERB
emaj-84	128	16	,	,	PUNCT
emaj-84	128	17	3	3	NUM
emaj-84	128	18	=	=	SYM
emaj-84	128	19	neutral	neutral	ADJ
emaj-84	128	20	,	,	PUNCT
emaj-84	128	21	4	4	NUM
emaj-84	128	22	=	=	NUM
emaj-84	128	23	agree	agree	VERB
emaj-84	128	24	,	,	PUNCT
emaj-84	128	25	and	and	CCONJ
emaj-84	128	26	5	5	NUM
emaj-84	128	27	=	=	PRON
emaj-84	128	28	strongly	strongly	ADV
emaj-84	128	29	agree	agree	VERB
emaj-84	128	30	.	.	PUNCT
emaj-84	129	1	in	in	ADP
emaj-84	129	2	addition	addition	NOUN
emaj-84	129	3	,	,	PUNCT
emaj-84	129	4	questions	question	NOUN
emaj-84	129	5	for	for	ADP
emaj-84	129	6	semi	semi	ADJ
emaj-84	129	7	-	-	ADJ
emaj-84	129	8	structured	structured	ADJ
emaj-84	129	9	interview	interview	NOUN
emaj-84	129	10	were	be	AUX
emaj-84	129	11	adopted	adopt	VERB
emaj-84	129	12	from	from	ADP
emaj-84	129	13	shifera	shifera	PROPN
emaj-84	129	14	bekele	bekele	PROPN
emaj-84	129	15	(	(	PUNCT
emaj-84	129	16	2011	2011	NUM
emaj-84	129	17	)	)	PUNCT
emaj-84	129	18	,	,	PUNCT
emaj-84	129	19	and	and	CCONJ
emaj-84	129	20	developed	develop	VERB
emaj-84	129	21	by	by	ADP
emaj-84	129	22	the	the	DET
emaj-84	129	23	researcher	researcher	NOUN
emaj-84	129	24	which	which	PRON
emaj-84	129	25	can	can	AUX
emaj-84	129	26	explain	explain	VERB
emaj-84	129	27	the	the	DET
emaj-84	129	28	intention	intention	NOUN
emaj-84	129	29	and	and	CCONJ
emaj-84	129	30	experience	experience	NOUN
emaj-84	129	31	in	in	ADP
emaj-84	129	32	relationship	relationship	NOUN
emaj-84	129	33	marketing	marketing	NOUN
emaj-84	129	34	and	and	CCONJ
emaj-84	129	35	customers	customer	NOUN
emaj-84	129	36	’	'	PUNCT
emaj-84	129	37	loyalty	loyalty	NOUN
emaj-84	129	38	.	.	PUNCT
emaj-84	130	1	volume	volume	NOUN
emaj-84	130	2	5	5	NUM
emaj-84	130	3	no	no	DET
emaj-84	130	4	2	2	NUM
emaj-84	130	5	(	(	PUNCT
emaj-84	130	6	2015	2015	NUM
emaj-84	130	7	)	)	PUNCT
emaj-84	130	8	|	|	ADV
emaj-84	130	9	issn	issn	VERB
emaj-84	130	10	2158	2158	NUM
emaj-84	130	11	-	-	SYM
emaj-84	130	12	8708	8708	NUM
emaj-84	130	13	(	(	PUNCT
emaj-84	130	14	online	online	NOUN
emaj-84	130	15	)	)	PUNCT
emaj-84	130	16	|	|	ADV
emaj-84	130	17	doi	doi	X
emaj-84	130	18	10.5195	10.5195	NUM
emaj-84	130	19	/	/	SYM
emaj-84	130	20	emaj.2015.84	emaj.2015.84	NOUN
emaj-84	130	21	|	|	NOUN
emaj-84	130	22	http://emaj.pitt.edu	http://emaj.pitt.edu	VERB
emaj-84	130	23	cherinet	cherinet	PROPN
emaj-84	130	24	boke	boke	VERB
emaj-84	130	25	chakiso	chakiso	NOUN
emaj-84	130	26	emerging	emerge	VERB
emaj-84	130	27	markets	market	NOUN
emaj-84	130	28	journal	journal	NOUN
emaj-84	131	1	|	|	ADV
emaj-84	131	2	p	p	NOUN
emaj-84	131	3	a	a	DET
emaj-84	131	4	g	g	NOUN
emaj-84	131	5	e	e	NOUN
emaj-84	131	6	|61	|61	NOUN
emaj-84	131	7	table	table	NOUN
emaj-84	131	8	1	1	NUM
emaj-84	131	9	:	:	PUNCT
emaj-84	131	10	summary	summary	NOUN
emaj-84	131	11	of	of	ADP
emaj-84	131	12	questionnaire	questionnaire	NOUN
emaj-84	131	13	and	and	CCONJ
emaj-84	131	14	its	its	PRON
emaj-84	131	15	sources	source	NOUN
emaj-84	131	16	no	no	INTJ
emaj-84	131	17	.	.	PUNCT
emaj-84	132	1	dimension	dimension	NOUN
emaj-84	132	2	number	number	NOUN
emaj-84	132	3	of	of	ADP
emaj-84	132	4	items	item	NOUN
emaj-84	132	5	source	source	NOUN
emaj-84	132	6	/	/	SYM
emaj-84	132	7	s/	s/	NOUN
emaj-84	132	8	1	1	NUM
emaj-84	132	9	trust	trust	NOUN
emaj-84	132	10	7	7	NUM
emaj-84	132	11	ndubisi	ndubisi	ADJ
emaj-84	132	12	and	and	CCONJ
emaj-84	132	13	wah	wah	PROPN
emaj-84	132	14	,	,	PUNCT
emaj-84	132	15	(	(	PUNCT
emaj-84	132	16	2005	2005	NUM
emaj-84	132	17	)	)	PUNCT
emaj-84	132	18	2	2	NUM
emaj-84	132	19	commitment	commitment	NOUN
emaj-84	132	20	6	6	NUM
emaj-84	132	21	ndubisi	ndubisi	ADJ
emaj-84	132	22	and	and	CCONJ
emaj-84	132	23	wah	wah	PROPN
emaj-84	132	24	,	,	PUNCT
emaj-84	132	25	(	(	PUNCT
emaj-84	132	26	2005	2005	NUM
emaj-84	132	27	)	)	PUNCT
emaj-84	132	28	3	3	NUM
emaj-84	132	29	conflict	conflict	NOUN
emaj-84	132	30	management	management	NOUN
emaj-84	132	31	7	7	NUM
emaj-84	132	32	ndubisi	ndubisi	ADJ
emaj-84	132	33	and	and	CCONJ
emaj-84	132	34	wah	wah	PROPN
emaj-84	132	35	,	,	PUNCT
emaj-84	132	36	(	(	PUNCT
emaj-84	132	37	2005	2005	NUM
emaj-84	132	38	)	)	PUNCT
emaj-84	132	39	4	4	NUM
emaj-84	132	40	communication	communication	NOUN
emaj-84	132	41	6	6	NUM
emaj-84	132	42	tahir	tahir	PROPN
emaj-84	132	43	and	and	CCONJ
emaj-84	132	44	abidin	abidin	PROPN
emaj-84	132	45	(	(	PUNCT
emaj-84	132	46	2011	2011	NUM
emaj-84	132	47	)	)	PUNCT
emaj-84	132	48	,	,	PUNCT
emaj-84	132	49	shifera	shifera	PROPN
emaj-84	132	50	bekela	bekela	PROPN
emaj-84	132	51	(	(	PUNCT
emaj-84	132	52	2011	2011	NUM
emaj-84	132	53	)	)	PUNCT
emaj-84	132	54	,	,	PUNCT
emaj-84	132	55	the	the	DET
emaj-84	132	56	researcher	researcher	NOUN
emaj-84	132	57	5	5	NUM
emaj-84	132	58	gratitude	gratitude	NOUN
emaj-84	132	59	4	4	NUM
emaj-84	132	60	palmatier	palmatier	NOUN
emaj-84	132	61	et.al	et.al	PROPN
emaj-84	132	62	,	,	PUNCT
emaj-84	132	63	(	(	PUNCT
emaj-84	132	64	2009	2009	NUM
emaj-84	132	65	)	)	PUNCT
emaj-84	132	66	6	6	NUM
emaj-84	132	67	management	management	NOUN
emaj-84	132	68	commitment	commitment	NOUN
emaj-84	132	69	5	5	NUM
emaj-84	132	70	tahir	tahir	PROPN
emaj-84	132	71	and	and	CCONJ
emaj-84	132	72	abidin	abidin	PROPN
emaj-84	132	73	(	(	PUNCT
emaj-84	132	74	2011	2011	NUM
emaj-84	132	75	)	)	PUNCT
emaj-84	132	76	and	and	CCONJ
emaj-84	132	77	the	the	DET
emaj-84	132	78	researcher	researcher	NOUN
emaj-84	132	79	7	7	NUM
emaj-84	132	80	customers	customer	NOUN
emaj-84	132	81	loyalty	loyalty	NOUN
emaj-84	132	82	8	8	NUM
emaj-84	132	83	ndubisi	ndubisi	ADJ
emaj-84	132	84	and	and	CCONJ
emaj-84	132	85	wah	wah	NOUN
emaj-84	132	86	(	(	PUNCT
emaj-84	132	87	2005	2005	NUM
emaj-84	132	88	)	)	PUNCT
emaj-84	132	89	total	total	VERB
emaj-84	132	90	43	43	NUM
emaj-84	132	91	1.6.3	1.6.3	NUM
emaj-84	132	92	procedures	procedure	NOUN
emaj-84	132	93	of	of	ADP
emaj-84	132	94	data	datum	NOUN
emaj-84	132	95	collection	collection	NOUN
emaj-84	132	96	the	the	DET
emaj-84	132	97	survey	survey	NOUN
emaj-84	132	98	questionnaires	questionnaire	NOUN
emaj-84	132	99	were	be	AUX
emaj-84	132	100	distributed	distribute	VERB
emaj-84	132	101	for	for	ADP
emaj-84	132	102	customers	customer	NOUN
emaj-84	132	103	of	of	ADP
emaj-84	132	104	the	the	DET
emaj-84	132	105	company	company	NOUN
emaj-84	132	106	inside	inside	ADP
emaj-84	132	107	the	the	DET
emaj-84	132	108	guest	guest	NOUN
emaj-84	132	109	room	room	NOUN
emaj-84	132	110	when	when	SCONJ
emaj-84	132	111	they	they	PRON
emaj-84	132	112	came	come	VERB
emaj-84	132	113	to	to	PART
emaj-84	132	114	get	get	VERB
emaj-84	132	115	the	the	DET
emaj-84	132	116	service	service	NOUN
emaj-84	132	117	.	.	PUNCT
emaj-84	133	1	otherwise	otherwise	ADV
emaj-84	133	2	,	,	PUNCT
emaj-84	133	3	it	it	PRON
emaj-84	133	4	is	be	AUX
emaj-84	133	5	difficult	difficult	ADJ
emaj-84	133	6	to	to	PART
emaj-84	133	7	identify	identify	VERB
emaj-84	133	8	customers	customer	NOUN
emaj-84	133	9	from	from	ADP
emaj-84	133	10	non	non	ADJ
emaj-84	133	11	-	-	NOUN
emaj-84	133	12	customers	customer	NOUN
emaj-84	133	13	.	.	PUNCT
emaj-84	134	1	the	the	DET
emaj-84	134	2	data	datum	NOUN
emaj-84	134	3	were	be	AUX
emaj-84	134	4	collected	collect	VERB
emaj-84	134	5	from	from	ADP
emaj-84	134	6	customers	customer	NOUN
emaj-84	134	7	who	who	PRON
emaj-84	134	8	were	be	AUX
emaj-84	134	9	awaiting	await	VERB
emaj-84	134	10	the	the	DET
emaj-84	134	11	service	service	NOUN
emaj-84	134	12	.	.	PUNCT
emaj-84	135	1	before	before	ADP
emaj-84	135	2	distributing	distribute	VERB
emaj-84	135	3	the	the	DET
emaj-84	135	4	questionnaire	questionnaire	NOUN
emaj-84	135	5	,	,	PUNCT
emaj-84	135	6	the	the	DET
emaj-84	135	7	researcher	researcher	NOUN
emaj-84	135	8	checked	check	VERB
emaj-84	135	9	whether	whether	SCONJ
emaj-84	135	10	they	they	PRON
emaj-84	135	11	maintained	maintain	VERB
emaj-84	135	12	zemen	zemen	PROPN
emaj-84	135	13	bank	bank	PROPN
emaj-84	135	14	account	account	NOUN
emaj-84	135	15	or	or	CCONJ
emaj-84	135	16	not	not	PART
emaj-84	135	17	.	.	PUNCT
emaj-84	136	1	they	they	PRON
emaj-84	136	2	qualify	qualify	VERB
emaj-84	136	3	to	to	PART
emaj-84	136	4	complete	complete	VERB
emaj-84	136	5	the	the	DET
emaj-84	136	6	questionnaire	questionnaire	NOUN
emaj-84	136	7	if	if	SCONJ
emaj-84	136	8	they	they	PRON
emaj-84	136	9	maintained	maintain	VERB
emaj-84	136	10	zemen	zemen	PROPN
emaj-84	136	11	bank	bank	PROPN
emaj-84	136	12	account	account	PROPN
emaj-84	136	13	.	.	PUNCT
emaj-84	137	1	since	since	SCONJ
emaj-84	137	2	there	there	PRON
emaj-84	137	3	is	be	VERB
emaj-84	137	4	no	no	DET
emaj-84	137	5	any	any	DET
emaj-84	137	6	criteria	criterion	NOUN
emaj-84	137	7	to	to	PART
emaj-84	137	8	differentiate	differentiate	VERB
emaj-84	137	9	one	one	NUM
emaj-84	137	10	customer	customer	NOUN
emaj-84	137	11	from	from	ADP
emaj-84	137	12	another	another	PRON
emaj-84	137	13	and	and	CCONJ
emaj-84	137	14	the	the	DET
emaj-84	137	15	researcher	researcher	NOUN
emaj-84	137	16	expected	expect	VERB
emaj-84	137	17	that	that	SCONJ
emaj-84	137	18	any	any	DET
emaj-84	137	19	results	result	NOUN
emaj-84	137	20	gained	gain	VERB
emaj-84	137	21	from	from	ADP
emaj-84	137	22	the	the	DET
emaj-84	137	23	respondents	respondent	NOUN
emaj-84	137	24	can	can	AUX
emaj-84	137	25	not	not	PART
emaj-84	137	26	cause	cause	VERB
emaj-84	137	27	substantial	substantial	ADJ
emaj-84	137	28	difference	difference	NOUN
emaj-84	137	29	,	,	PUNCT
emaj-84	137	30	the	the	DET
emaj-84	137	31	researcher	researcher	NOUN
emaj-84	137	32	used	use	VERB
emaj-84	137	33	convenience	convenience	NOUN
emaj-84	137	34	sampling	sample	VERB
emaj-84	137	35	technique	technique	NOUN
emaj-84	137	36	.	.	PUNCT
emaj-84	138	1	1.6.4	1.6.4	NUM
emaj-84	138	2	reliability	reliability	NOUN
emaj-84	138	3	test	test	NOUN
emaj-84	138	4	bhattacherjee	bhattacherjee	NOUN
emaj-84	138	5	(	(	PUNCT
emaj-84	138	6	2012	2012	NUM
emaj-84	138	7	)	)	PUNCT
emaj-84	138	8	defined	define	VERB
emaj-84	138	9	reliability	reliability	NOUN
emaj-84	138	10	as	as	ADP
emaj-84	138	11	the	the	DET
emaj-84	138	12	degree	degree	NOUN
emaj-84	138	13	to	to	PART
emaj-84	138	14	which	which	PRON
emaj-84	138	15	the	the	DET
emaj-84	138	16	measure	measure	NOUN
emaj-84	138	17	of	of	ADP
emaj-84	138	18	a	a	DET
emaj-84	138	19	construct	construct	NOUN
emaj-84	138	20	is	be	AUX
emaj-84	138	21	consistent	consistent	ADJ
emaj-84	138	22	or	or	CCONJ
emaj-84	138	23	dependable	dependable	ADJ
emaj-84	138	24	.	.	PUNCT
emaj-84	139	1	reliability	reliability	NOUN
emaj-84	139	2	implies	imply	VERB
emaj-84	139	3	consistency	consistency	NOUN
emaj-84	139	4	,	,	PUNCT
emaj-84	139	5	but	but	CCONJ
emaj-84	139	6	not	not	PART
emaj-84	139	7	accuracy	accuracy	NOUN
emaj-84	139	8	.	.	PUNCT
emaj-84	140	1	cohen	cohen	PROPN
emaj-84	140	2	et	et	PROPN
emaj-84	140	3	al	al	PROPN
emaj-84	140	4	.	.	PROPN
emaj-84	141	1	(	(	PUNCT
emaj-84	141	2	2007	2007	NUM
emaj-84	141	3	)	)	PUNCT
emaj-84	141	4	stated	state	VERB
emaj-84	141	5	that	that	SCONJ
emaj-84	141	6	alternative	alternative	ADJ
emaj-84	141	7	measure	measure	NOUN
emaj-84	141	8	of	of	ADP
emaj-84	141	9	reliability	reliability	NOUN
emaj-84	141	10	as	as	ADP
emaj-84	141	11	internal	internal	ADJ
emaj-84	141	12	consistency	consistency	NOUN
emaj-84	141	13	is	be	AUX
emaj-84	141	14	the	the	DET
emaj-84	141	15	cronbach	cronbach	ADJ
emaj-84	141	16	alpha	alpha	NOUN
emaj-84	141	17	,	,	PUNCT
emaj-84	141	18	frequently	frequently	ADV
emaj-84	141	19	referred	refer	VERB
emaj-84	141	20	to	to	ADP
emaj-84	141	21	as	as	ADP
emaj-84	141	22	the	the	DET
emaj-84	141	23	alpha	alpha	ADJ
emaj-84	141	24	coefficient	coefficient	NOUN
emaj-84	141	25	of	of	ADP
emaj-84	141	26	reliability	reliability	NOUN
emaj-84	141	27	,	,	PUNCT
emaj-84	141	28	or	or	CCONJ
emaj-84	141	29	simply	simply	ADV
emaj-84	141	30	the	the	DET
emaj-84	141	31	alpha	alpha	NOUN
emaj-84	141	32	.	.	PUNCT
emaj-84	142	1	the	the	DET
emaj-84	142	2	cronbach	cronbach	ADJ
emaj-84	142	3	alpha	alpha	NOUN
emaj-84	142	4	provides	provide	VERB
emaj-84	142	5	a	a	DET
emaj-84	142	6	coefficient	coefficient	NOUN
emaj-84	142	7	of	of	ADP
emaj-84	142	8	inter	inter	ADJ
emaj-84	142	9	-	-	ADJ
emaj-84	142	10	item	item	ADJ
emaj-84	142	11	correlations	correlation	NOUN
emaj-84	142	12	,	,	PUNCT
emaj-84	142	13	that	that	ADV
emaj-84	142	14	is	is	ADV
emaj-84	142	15	,	,	PUNCT
emaj-84	142	16	the	the	DET
emaj-84	142	17	correlation	correlation	NOUN
emaj-84	142	18	of	of	ADP
emaj-84	142	19	each	each	DET
emaj-84	142	20	item	item	NOUN
emaj-84	142	21	with	with	ADP
emaj-84	142	22	the	the	DET
emaj-84	142	23	sum	sum	NOUN
emaj-84	142	24	of	of	ADP
emaj-84	142	25	all	all	DET
emaj-84	142	26	the	the	DET
emaj-84	142	27	other	other	ADJ
emaj-84	142	28	relevant	relevant	ADJ
emaj-84	142	29	items	item	NOUN
emaj-84	142	30	,	,	PUNCT
emaj-84	142	31	and	and	CCONJ
emaj-84	142	32	is	be	AUX
emaj-84	142	33	useful	useful	ADJ
emaj-84	142	34	for	for	ADP
emaj-84	142	35	multi	multi	ADJ
emaj-84	142	36	-	-	ADJ
emaj-84	142	37	item	item	ADJ
emaj-84	142	38	scales	scale	NOUN
emaj-84	142	39	.	.	PUNCT
emaj-84	143	1	in	in	ADP
emaj-84	143	2	this	this	DET
emaj-84	143	3	study	study	NOUN
emaj-84	143	4	,	,	PUNCT
emaj-84	143	5	cronbach‘s	cronbach‘s	ADJ
emaj-84	143	6	alpha	alpha	NOUN
emaj-84	143	7	is	be	AUX
emaj-84	143	8	used	use	VERB
emaj-84	143	9	to	to	PART
emaj-84	143	10	measure	measure	VERB
emaj-84	143	11	the	the	DET
emaj-84	143	12	internal	internal	ADJ
emaj-84	143	13	consistency	consistency	NOUN
emaj-84	143	14	of	of	ADP
emaj-84	143	15	the	the	DET
emaj-84	143	16	items	item	NOUN
emaj-84	143	17	used	use	VERB
emaj-84	143	18	.	.	PUNCT
emaj-84	144	1	george	george	PROPN
emaj-84	144	2	and	and	CCONJ
emaj-84	144	3	mallery	mallery	PROPN
emaj-84	144	4	(	(	PUNCT
emaj-84	144	5	2003	2003	NUM
emaj-84	144	6	)	)	PUNCT
emaj-84	144	7	provides	provide	VERB
emaj-84	144	8	the	the	DET
emaj-84	144	9	following	follow	VERB
emaj-84	144	10	rules	rule	NOUN
emaj-84	144	11	of	of	ADP
emaj-84	144	12	thumb	thumb	NOUN
emaj-84	144	13	:	:	PUNCT
emaj-84	144	14	>	>	X
emaj-84	144	15	0.9	0.9	NUM
emaj-84	144	16	-	-	PUNCT
emaj-84	144	17	excellent	excellent	ADJ
emaj-84	144	18	,	,	PUNCT
emaj-84	144	19	>	>	PUNCT
emaj-84	144	20	0.8	0.8	NUM
emaj-84	144	21	-	-	PUNCT
emaj-84	144	22	good	good	NOUN
emaj-84	144	23	,	,	PUNCT
emaj-84	144	24	>	>	X
emaj-84	144	25	0.7	0.7	NUM
emaj-84	144	26	-	-	PUNCT
emaj-84	144	27	acceptable	acceptable	ADJ
emaj-84	144	28	,	,	PUNCT
emaj-84	144	29	>	>	X
emaj-84	144	30	0.6	0.6	NUM
emaj-84	144	31	-	-	PUNCT
emaj-84	144	32	questionable	questionable	ADJ
emaj-84	144	33	,	,	PUNCT
emaj-84	144	34	>	>	X
emaj-84	144	35	0.5poor	0.5poor	ADJ
emaj-84	144	36	,	,	PUNCT
emaj-84	144	37	and	and	CCONJ
emaj-84	144	38	<	<	X
emaj-84	144	39	0.5	0.5	NUM
emaj-84	144	40	-	-	PUNCT
emaj-84	144	41	unacceptable	unacceptable	ADJ
emaj-84	144	42	(	(	PUNCT
emaj-84	144	43	as	as	SCONJ
emaj-84	144	44	cited	cite	VERB
emaj-84	144	45	in	in	ADP
emaj-84	144	46	gleam	gleam	NOUN
emaj-84	144	47	and	and	CCONJ
emaj-84	144	48	rosemary	rosemary	ADJ
emaj-84	144	49	,	,	PUNCT
emaj-84	144	50	2003	2003	NUM
emaj-84	144	51	)	)	PUNCT
emaj-84	144	52	.	.	PUNCT
emaj-84	145	1	table	table	NOUN
emaj-84	145	2	2	2	NUM
emaj-84	145	3	:	:	PUNCT
emaj-84	145	4	reliability	reliability	NOUN
emaj-84	145	5	analysis	analysis	NOUN
emaj-84	145	6	:	:	PUNCT
emaj-84	145	7	cronbach	cronbach	PROPN
emaj-84	145	8	’s	’s	PART
emaj-84	145	9	alpha	alpha	NOUN
emaj-84	145	10	value	value	NOUN
emaj-84	145	11	dimensions	dimension	NOUN
emaj-84	145	12	items	item	NOUN
emaj-84	145	13	cronbach	cronbach	VERB
emaj-84	145	14	’s	’s	PART
emaj-84	145	15	alpha	alpha	PROPN
emaj-84	145	16	trust	trust	NOUN
emaj-84	145	17	7	7	NUM
emaj-84	145	18	0.756	0.756	NUM
emaj-84	145	19	commitment	commitment	NOUN
emaj-84	145	20	6	6	NUM
emaj-84	145	21	0.840	0.840	NUM
emaj-84	145	22	conflict	conflict	NOUN
emaj-84	145	23	management	management	NOUN
emaj-84	145	24	7	7	NUM
emaj-84	145	25	0.825	0.825	NUM
emaj-84	145	26	communication	communication	NOUN
emaj-84	145	27	6	6	NUM
emaj-84	145	28	0.798	0.798	NUM
emaj-84	145	29	gratitude	gratitude	NOUN
emaj-84	145	30	4	4	NUM
emaj-84	145	31	0.883	0.883	NUM
emaj-84	145	32	management	management	NOUN
emaj-84	145	33	commitment	commitment	NOUN
emaj-84	145	34	5	5	NUM
emaj-84	145	35	0.788	0.788	NUM
emaj-84	145	36	customers	customer	NOUN
emaj-84	145	37	’	'	PUNCT
emaj-84	145	38	loyalty	loyalty	NOUN
emaj-84	145	39	8	8	NUM
emaj-84	145	40	0.853	0.853	NUM
emaj-84	145	41	overall	overall	ADJ
emaj-84	145	42	score	score	NOUN
emaj-84	145	43	43	43	NUM
emaj-84	145	44	0.942	0.942	NUM
emaj-84	145	45	source	source	NOUN
emaj-84	145	46	:	:	PUNCT
emaj-84	145	47	survey	survey	NOUN
emaj-84	145	48	finding	finding	NOUN
emaj-84	145	49	,	,	PUNCT
emaj-84	145	50	(	(	PUNCT
emaj-84	145	51	2013	2013	NUM
emaj-84	145	52	)	)	PUNCT
emaj-84	145	53	based	base	VERB
emaj-84	145	54	on	on	ADP
emaj-84	145	55	the	the	DET
emaj-84	145	56	suggestion	suggestion	NOUN
emaj-84	145	57	proposed	propose	VERB
emaj-84	145	58	by	by	ADP
emaj-84	145	59	guielford	guielford	NOUN
emaj-84	145	60	(	(	PUNCT
emaj-84	145	61	1965	1965	NUM
emaj-84	145	62	)	)	PUNCT
emaj-84	145	63	cited	cite	VERB
emaj-84	145	64	by	by	ADP
emaj-84	145	65	taleghani	taleghani	PROPN
emaj-84	145	66	et	et	PROPN
emaj-84	145	67	al	al	PROPN
emaj-84	145	68	.	.	PROPN
emaj-84	145	69	,	,	PUNCT
emaj-84	145	70	(	(	PUNCT
emaj-84	145	71	2011	2011	NUM
emaj-84	145	72	)	)	PUNCT
emaj-84	145	73	,	,	PUNCT
emaj-84	145	74	the	the	PRON
emaj-84	145	75	higher	high	ADJ
emaj-84	145	76	the	the	DET
emaj-84	145	77	cronbach‟s	cronbach‟s	ADJ
emaj-84	145	78	alpha	alpha	NOUN
emaj-84	145	79	value	value	NOUN
emaj-84	145	80	,	,	PUNCT
emaj-84	145	81	the	the	PRON
emaj-84	145	82	higher	high	ADJ
emaj-84	145	83	the	the	DET
emaj-84	145	84	internal	internal	ADJ
emaj-84	145	85	consistency	consistency	NOUN
emaj-84	145	86	is	be	AUX
emaj-84	145	87	.	.	PUNCT
emaj-84	146	1	if	if	SCONJ
emaj-84	146	2	a	a	DET
emaj-84	146	3	value	value	NOUN
emaj-84	146	4	was	be	AUX
emaj-84	146	5	higher	high	ADJ
emaj-84	146	6	than	than	ADP
emaj-84	146	7	0.70	0.70	NUM
emaj-84	146	8	,	,	PUNCT
emaj-84	146	9	then	then	ADV
emaj-84	146	10	it	it	PRON
emaj-84	146	11	showed	show	VERB
emaj-84	146	12	that	that	SCONJ
emaj-84	146	13	the	the	DET
emaj-84	146	14	reliability	reliability	NOUN
emaj-84	146	15	of	of	ADP
emaj-84	146	16	measurement	measurement	NOUN
emaj-84	146	17	was	be	AUX
emaj-84	146	18	high	high	ADJ
emaj-84	146	19	.	.	PUNCT
emaj-84	147	1	the	the	DET
emaj-84	147	2	above	above	ADJ
emaj-84	147	3	table	table	NOUN
emaj-84	147	4	2	2	NUM
emaj-84	147	5	shows	show	VERB
emaj-84	147	6	that	that	SCONJ
emaj-84	147	7	the	the	DET
emaj-84	147	8	value	value	NOUN
emaj-84	147	9	of	of	ADP
emaj-84	147	10	the	the	DET
emaj-84	147	11	cronbach	cronbach	NOUN
emaj-84	147	12	’s	’s	PART
emaj-84	147	13	alpha	alpha	NOUN
emaj-84	147	14	ranges	range	VERB
emaj-84	147	15	from	from	ADP
emaj-84	147	16	0.756	0.756	NUM
emaj-84	147	17	to	to	ADP
emaj-84	147	18	0.942	0.942	NUM
emaj-84	147	19	.	.	PUNCT
emaj-84	148	1	this	this	PRON
emaj-84	148	2	indicates	indicate	VERB
emaj-84	148	3	a	a	DET
emaj-84	148	4	good	good	ADJ
emaj-84	148	5	acceptable	acceptable	ADJ
emaj-84	148	6	internal	internal	ADJ
emaj-84	148	7	consistency	consistency	NOUN
emaj-84	148	8	of	of	ADP
emaj-84	148	9	the	the	DET
emaj-84	148	10	items	item	NOUN
emaj-84	148	11	in	in	ADP
emaj-84	148	12	the	the	DET
emaj-84	148	13	scale	scale	NOUN
emaj-84	148	14	for	for	ADP
emaj-84	148	15	this	this	DET
emaj-84	148	16	study	study	NOUN
emaj-84	148	17	.	.	PUNCT
emaj-84	149	1	1.6.5	1.6.5	NUM
emaj-84	149	2	methods	method	NOUN
emaj-84	149	3	of	of	ADP
emaj-84	149	4	data	datum	NOUN
emaj-84	149	5	analysis	analysis	NOUN
emaj-84	149	6	after	after	SCONJ
emaj-84	149	7	data	datum	NOUN
emaj-84	149	8	are	be	AUX
emaj-84	149	9	collected	collect	VERB
emaj-84	149	10	,	,	PUNCT
emaj-84	149	11	it	it	PRON
emaj-84	149	12	should	should	AUX
emaj-84	149	13	be	be	AUX
emaj-84	149	14	entered	enter	VERB
emaj-84	149	15	on	on	ADP
emaj-84	149	16	a	a	DET
emaj-84	149	17	spreadsheet	spreadsheet	NOUN
emaj-84	149	18	,	,	PUNCT
emaj-84	149	19	database	database	NOUN
emaj-84	149	20	,	,	PUNCT
emaj-84	149	21	text	text	NOUN
emaj-84	149	22	file	file	NOUN
emaj-84	149	23	,	,	PUNCT
emaj-84	149	24	or	or	CCONJ
emaj-84	149	25	directly	directly	ADV
emaj-84	149	26	into	into	ADP
emaj-84	149	27	a	a	DET
emaj-84	149	28	statistical	statistical	ADJ
emaj-84	149	29	program	program	NOUN
emaj-84	149	30	like	like	ADP
emaj-84	149	31	spss	spss	PROPN
emaj-84	149	32	(	(	PUNCT
emaj-84	149	33	bhattacherjee	bhattacherjee	ADJ
emaj-84	149	34	,	,	PUNCT
emaj-84	149	35	2012	2012	NUM
emaj-84	149	36	)	)	PUNCT
emaj-84	149	37	.	.	PUNCT
emaj-84	150	1	in	in	ADP
emaj-84	150	2	this	this	DET
emaj-84	150	3	study	study	NOUN
emaj-84	150	4	,	,	PUNCT
emaj-84	150	5	data	datum	NOUN
emaj-84	150	6	were	be	AUX
emaj-84	150	7	entered	enter	VERB
emaj-84	150	8	on	on	ADP
emaj-84	150	9	a	a	DET
emaj-84	150	10	popular	popular	ADJ
emaj-84	150	11	software	software	NOUN
emaj-84	150	12	package	package	NOUN
emaj-84	150	13	of	of	ADP
emaj-84	150	14	spss	spss	PROPN
emaj-84	150	15	16.0	16.0	NUM
emaj-84	150	16	software	software	NOUN
emaj-84	150	17	version	version	NOUN
emaj-84	150	18	.	.	PUNCT
emaj-84	151	1	all	all	DET
emaj-84	151	2	quantitative	quantitative	ADJ
emaj-84	151	3	analyses	analysis	NOUN
emaj-84	151	4	results	result	NOUN
emaj-84	151	5	were	be	AUX
emaj-84	151	6	the	the	DET
emaj-84	151	7	output	output	NOUN
emaj-84	151	8	of	of	ADP
emaj-84	151	9	spss	spss	PROPN
emaj-84	151	10	16.0	16.0	NUM
emaj-84	151	11	software	software	NOUN
emaj-84	151	12	version	version	NOUN
emaj-84	151	13	.	.	PUNCT
emaj-84	152	1	depending	depend	VERB
emaj-84	152	2	on	on	ADP
emaj-84	152	3	the	the	DET
emaj-84	152	4	collected	collect	VERB
emaj-84	152	5	data	datum	NOUN
emaj-84	152	6	and	and	CCONJ
emaj-84	152	7	the	the	DET
emaj-84	152	8	objectives	objective	NOUN
emaj-84	152	9	,	,	PUNCT
emaj-84	152	10	research	research	NOUN
emaj-84	152	11	questions	question	NOUN
emaj-84	152	12	,	,	PUNCT
emaj-84	152	13	and	and	CCONJ
emaj-84	152	14	hypothesis	hypothesis	NOUN
emaj-84	152	15	;	;	PUNCT
emaj-84	152	16	descriptive	descriptive	ADJ
emaj-84	152	17	and	and	CCONJ
emaj-84	152	18	inferential	inferential	ADJ
emaj-84	152	19	statistical	statistical	ADJ
emaj-84	152	20	techniques	technique	NOUN
emaj-84	152	21	were	be	AUX
emaj-84	152	22	used	use	VERB
emaj-84	152	23	.	.	PUNCT
emaj-84	153	1	1.6.6	1.6.6	NUM
emaj-84	153	2	descriptive	descriptive	ADJ
emaj-84	153	3	statistics	statistic	NOUN
emaj-84	153	4	from	from	ADP
emaj-84	153	5	descriptive	descriptive	ADJ
emaj-84	153	6	statistics	statistic	NOUN
emaj-84	153	7	,	,	PUNCT
emaj-84	153	8	frequencies	frequency	NOUN
emaj-84	153	9	with	with	ADP
emaj-84	153	10	their	their	PRON
emaj-84	153	11	respective	respective	ADJ
emaj-84	153	12	percentages	percentage	NOUN
emaj-84	153	13	in	in	ADP
emaj-84	153	14	a	a	DET
emaj-84	153	15	simplified	simplified	ADJ
emaj-84	153	16	tabulated	tabulate	VERB
emaj-84	153	17	format	format	NOUN
emaj-84	153	18	were	be	AUX
emaj-84	153	19	used	use	VERB
emaj-84	153	20	to	to	PART
emaj-84	153	21	discuss	discuss	VERB
emaj-84	153	22	demographic	demographic	ADJ
emaj-84	153	23	profile	profile	NOUN
emaj-84	153	24	of	of	ADP
emaj-84	153	25	the	the	DET
emaj-84	153	26	respondents	respondent	NOUN
emaj-84	153	27	.	.	PUNCT
emaj-84	154	1	those	those	DET
emaj-84	154	2	variables	variable	NOUN
emaj-84	154	3	were	be	AUX
emaj-84	154	4	analyzed	analyze	VERB
emaj-84	154	5	using	use	VERB
emaj-84	154	6	descriptive	descriptive	ADJ
emaj-84	154	7	statistics	statistic	NOUN
emaj-84	154	8	of	of	ADP
emaj-84	154	9	frequency	frequency	NOUN
emaj-84	154	10	and	and	CCONJ
emaj-84	154	11	the	the	DET
emaj-84	154	12	mean	mean	NOUN
emaj-84	154	13	was	be	AUX
emaj-84	154	14	presented	present	VERB
emaj-84	154	15	and	and	CCONJ
emaj-84	154	16	summarized	summarize	VERB
emaj-84	154	17	by	by	ADP
emaj-84	154	18	using	use	VERB
emaj-84	154	19	tables	table	NOUN
emaj-84	154	20	and	and	CCONJ
emaj-84	154	21	analyzed	analyze	VERB
emaj-84	154	22	and	and	CCONJ
emaj-84	154	23	interpreted	interpret	VERB
emaj-84	154	24	with	with	ADP
emaj-84	154	25	simplified	simplified	ADJ
emaj-84	154	26	statements	statement	NOUN
emaj-84	154	27	with	with	ADP
emaj-84	154	28	tables	table	NOUN
emaj-84	154	29	and	and	CCONJ
emaj-84	154	30	percentages	percentage	NOUN
emaj-84	154	31	followed	follow	VERB
emaj-84	154	32	by	by	ADP
emaj-84	154	33	discussions	discussion	NOUN
emaj-84	154	34	.	.	PUNCT
emaj-84	155	1	mean	mean	VERB
emaj-84	155	2	is	be	AUX
emaj-84	155	3	perhaps	perhaps	ADV
emaj-84	155	4	the	the	DET
emaj-84	155	5	volume	volume	NOUN
emaj-84	155	6	5	5	NUM
emaj-84	155	7	no	no	DET
emaj-84	155	8	2	2	NUM
emaj-84	155	9	(	(	PUNCT
emaj-84	155	10	2015	2015	NUM
emaj-84	155	11	)	)	PUNCT
emaj-84	155	12	|	|	ADV
emaj-84	155	13	issn	issn	VERB
emaj-84	155	14	2158	2158	NUM
emaj-84	155	15	-	-	SYM
emaj-84	155	16	8708	8708	NUM
emaj-84	155	17	(	(	PUNCT
emaj-84	155	18	online	online	NOUN
emaj-84	155	19	)	)	PUNCT
emaj-84	156	1	|	|	ADV
emaj-84	156	2	doi	doi	X
emaj-84	156	3	10.5195	10.5195	NUM
emaj-84	156	4	/	/	SYM
emaj-84	156	5	emaj.2015.84	emaj.2015.84	NOUN
emaj-84	156	6	|	|	NOUN
emaj-84	156	7	http://emaj.pitt.edu	http://emaj.pitt.edu	VERB
emaj-84	156	8	the	the	DET
emaj-84	156	9	effect	effect	NOUN
emaj-84	156	10	of	of	ADP
emaj-84	156	11	relationship	relationship	NOUN
emaj-84	156	12	marketing	marketing	NOUN
emaj-84	156	13	on	on	ADP
emaj-84	156	14	customers	customer	NOUN
emaj-84	156	15	’	'	PUNCT
emaj-84	156	16	loyalty	loyalty	NOUN
emaj-84	156	17	(	(	PUNCT
emaj-84	156	18	evidence	evidence	NOUN
emaj-84	156	19	from	from	ADP
emaj-84	156	20	zemen	zemen	PROPN
emaj-84	156	21	bank	bank	PROPN
emaj-84	156	22	)	)	PUNCT
emaj-84	156	23	page	page	NOUN
emaj-84	156	24	|62|	|62|	NOUN
emaj-84	156	25	emerging	emerge	VERB
emaj-84	156	26	markets	market	NOUN
emaj-84	156	27	journal	journal	NOUN
emaj-84	156	28	most	most	ADV
emaj-84	156	29	widely	widely	ADV
emaj-84	156	30	used	use	VERB
emaj-84	156	31	and	and	CCONJ
emaj-84	156	32	reported	report	VERB
emaj-84	156	33	measure	measure	NOUN
emaj-84	156	34	of	of	ADP
emaj-84	156	35	central	central	ADJ
emaj-84	156	36	tendency	tendency	NOUN
emaj-84	156	37	(	(	PUNCT
emaj-84	156	38	marczyk	marczyk	NOUN
emaj-84	156	39	,	,	PUNCT
emaj-84	156	40	2005	2005	NUM
emaj-84	156	41	)	)	PUNCT
emaj-84	156	42	.	.	PUNCT
emaj-84	157	1	in	in	ADP
emaj-84	157	2	addition	addition	NOUN
emaj-84	157	3	,	,	PUNCT
emaj-84	157	4	cross	cross	NOUN
emaj-84	157	5	-	-	NOUN
emaj-84	157	6	tabulation	tabulation	NOUN
emaj-84	157	7	was	be	AUX
emaj-84	157	8	used	use	VERB
emaj-84	157	9	to	to	PART
emaj-84	157	10	present	present	VERB
emaj-84	157	11	the	the	DET
emaj-84	157	12	relationship	relationship	NOUN
emaj-84	157	13	between	between	ADP
emaj-84	157	14	gender	gender	NOUN
emaj-84	157	15	and	and	CCONJ
emaj-84	157	16	bank	bank	NOUN
emaj-84	157	17	account	account	PROPN
emaj-84	157	18	variety	variety	NOUN
emaj-84	157	19	;	;	PUNCT
emaj-84	157	20	and	and	CCONJ
emaj-84	157	21	income	income	NOUN
emaj-84	157	22	and	and	CCONJ
emaj-84	157	23	bank	bank	NOUN
emaj-84	157	24	account	account	PROPN
emaj-84	157	25	variety	variety	NOUN
emaj-84	157	26	.	.	PUNCT
emaj-84	158	1	on	on	ADP
emaj-84	158	2	the	the	DET
emaj-84	158	3	other	other	ADJ
emaj-84	158	4	hand	hand	NOUN
emaj-84	158	5	,	,	PUNCT
emaj-84	158	6	the	the	DET
emaj-84	158	7	results	result	NOUN
emaj-84	158	8	of	of	ADP
emaj-84	158	9	semi	semi	ADJ
emaj-84	158	10	-	-	ADJ
emaj-84	158	11	structured	structured	ADJ
emaj-84	158	12	interview	interview	NOUN
emaj-84	158	13	questions	question	NOUN
emaj-84	158	14	were	be	AUX
emaj-84	158	15	analyzed	analyze	VERB
emaj-84	158	16	qualitatively	qualitatively	ADV
emaj-84	158	17	through	through	ADP
emaj-84	158	18	narrative	narrative	ADJ
emaj-84	158	19	analysis	analysis	NOUN
emaj-84	158	20	.	.	PUNCT
emaj-84	159	1	1.6.7	1.6.7	NUM
emaj-84	159	2	inferential	inferential	ADJ
emaj-84	159	3	statistics	statistic	NOUN
emaj-84	159	4	in	in	ADP
emaj-84	159	5	contrast	contrast	NOUN
emaj-84	159	6	to	to	ADP
emaj-84	159	7	the	the	DET
emaj-84	159	8	above	above	ADJ
emaj-84	159	9	descriptive	descriptive	ADJ
emaj-84	159	10	analysis	analysis	NOUN
emaj-84	159	11	for	for	ADP
emaj-84	159	12	part	part	NOUN
emaj-84	159	13	one	one	NUM
emaj-84	159	14	on	on	ADP
emaj-84	159	15	the	the	DET
emaj-84	159	16	survey	survey	NOUN
emaj-84	159	17	questionnaire	questionnaire	NOUN
emaj-84	159	18	;	;	PUNCT
emaj-84	159	19	the	the	DET
emaj-84	159	20	second	second	ADJ
emaj-84	159	21	part	part	NOUN
emaj-84	159	22	contains	contain	VERB
emaj-84	159	23	some	some	DET
emaj-84	159	24	five	five	NUM
emaj-84	159	25	-	-	PUNCT
emaj-84	159	26	point	point	NOUN
emaj-84	159	27	likert	likert	ADJ
emaj-84	159	28	scale	scale	NOUN
emaj-84	159	29	questions	question	NOUN
emaj-84	159	30	under	under	ADP
emaj-84	159	31	each	each	DET
emaj-84	159	32	underpinning	underpinning	NOUN
emaj-84	159	33	of	of	ADP
emaj-84	159	34	relationship	relationship	NOUN
emaj-84	159	35	marketing	marketing	NOUN
emaj-84	159	36	,	,	PUNCT
emaj-84	159	37	mediating	mediate	VERB
emaj-84	159	38	variable	variable	NOUN
emaj-84	159	39	of	of	ADP
emaj-84	159	40	management	management	NOUN
emaj-84	159	41	commitment	commitment	NOUN
emaj-84	159	42	and	and	CCONJ
emaj-84	159	43	for	for	ADP
emaj-84	159	44	customers‘loyalty	customers‘loyalty	NOUN
emaj-84	159	45	.	.	PUNCT
emaj-84	160	1	the	the	DET
emaj-84	160	2	relationship	relationship	NOUN
emaj-84	160	3	between	between	ADP
emaj-84	160	4	independent	independent	ADJ
emaj-84	160	5	variable	variable	ADJ
emaj-84	160	6	relationship	relationship	NOUN
emaj-84	160	7	marketing	marketing	NOUN
emaj-84	160	8	(	(	PUNCT
emaj-84	160	9	trust	trust	NOUN
emaj-84	160	10	,	,	PUNCT
emaj-84	160	11	commitment	commitment	NOUN
emaj-84	160	12	,	,	PUNCT
emaj-84	160	13	conflict	conflict	NOUN
emaj-84	160	14	handling	handling	NOUN
emaj-84	160	15	,	,	PUNCT
emaj-84	160	16	communication	communication	NOUN
emaj-84	160	17	,	,	PUNCT
emaj-84	160	18	and	and	CCONJ
emaj-84	160	19	gratitude	gratitude	NOUN
emaj-84	160	20	)	)	PUNCT
emaj-84	160	21	and	and	CCONJ
emaj-84	160	22	the	the	DET
emaj-84	160	23	mediating	mediate	VERB
emaj-84	160	24	effect	effect	NOUN
emaj-84	160	25	of	of	ADP
emaj-84	160	26	management	management	NOUN
emaj-84	160	27	commitment	commitment	NOUN
emaj-84	160	28	between	between	ADP
emaj-84	160	29	relationship	relationship	NOUN
emaj-84	160	30	marketing	marketing	NOUN
emaj-84	160	31	and	and	CCONJ
emaj-84	160	32	customers‘loyalty	customers‘loyalty	NOUN
emaj-84	160	33	,	,	PUNCT
emaj-84	160	34	and	and	CCONJ
emaj-84	160	35	the	the	DET
emaj-84	160	36	dependent	dependent	ADJ
emaj-84	160	37	variable	variable	ADJ
emaj-84	160	38	customers‘loyalty	customers‘loyalty	NOUN
emaj-84	160	39	were	be	AUX
emaj-84	160	40	analyzed	analyze	VERB
emaj-84	160	41	using	use	VERB
emaj-84	160	42	correlation	correlation	NOUN
emaj-84	160	43	and	and	CCONJ
emaj-84	160	44	regression	regression	NOUN
emaj-84	160	45	analysis	analysis	NOUN
emaj-84	160	46	.	.	PUNCT
emaj-84	161	1	1.6.7.1	1.6.7.1	NUM
emaj-84	161	2	correlation	correlation	NOUN
emaj-84	161	3	analysis	analysis	NOUN
emaj-84	161	4	field	field	NOUN
emaj-84	161	5	(	(	PUNCT
emaj-84	161	6	2007	2007	NUM
emaj-84	161	7	)	)	PUNCT
emaj-84	161	8	suggested	suggest	VERB
emaj-84	161	9	that	that	SCONJ
emaj-84	161	10	before	before	ADP
emaj-84	161	11	conducting	conduct	VERB
emaj-84	161	12	any	any	DET
emaj-84	161	13	correlation	correlation	NOUN
emaj-84	161	14	analysis	analysis	NOUN
emaj-84	161	15	,	,	PUNCT
emaj-84	161	16	it	it	PRON
emaj-84	161	17	is	be	AUX
emaj-84	161	18	essential	essential	ADJ
emaj-84	161	19	to	to	PART
emaj-84	161	20	plot	plot	VERB
emaj-84	161	21	a	a	DET
emaj-84	161	22	scatter	scatter	NOUN
emaj-84	161	23	plot	plot	NOUN
emaj-84	161	24	to	to	PART
emaj-84	161	25	look	look	VERB
emaj-84	161	26	at	at	ADP
emaj-84	161	27	the	the	DET
emaj-84	161	28	general	general	ADJ
emaj-84	161	29	trend	trend	NOUN
emaj-84	161	30	of	of	ADP
emaj-84	161	31	the	the	DET
emaj-84	161	32	data	datum	NOUN
emaj-84	161	33	.	.	PUNCT
emaj-84	162	1	depending	depend	VERB
emaj-84	162	2	on	on	ADP
emaj-84	162	3	this	this	DET
emaj-84	162	4	suggestion	suggestion	NOUN
emaj-84	162	5	,	,	PUNCT
emaj-84	162	6	the	the	DET
emaj-84	162	7	researcher	researcher	NOUN
emaj-84	162	8	did	do	AUX
emaj-84	162	9	draw	draw	VERB
emaj-84	162	10	scatter	scatter	NOUN
emaj-84	162	11	plot	plot	NOUN
emaj-84	162	12	to	to	PART
emaj-84	162	13	look	look	VERB
emaj-84	162	14	the	the	DET
emaj-84	162	15	general	general	ADJ
emaj-84	162	16	trend	trend	NOUN
emaj-84	162	17	of	of	ADP
emaj-84	162	18	the	the	DET
emaj-84	162	19	data	datum	NOUN
emaj-84	162	20	.	.	PUNCT
emaj-84	163	1	that	that	PRON
emaj-84	163	2	shows	show	VERB
emaj-84	163	3	whether	whether	SCONJ
emaj-84	163	4	the	the	DET
emaj-84	163	5	independent	independent	ADJ
emaj-84	163	6	and	and	CCONJ
emaj-84	163	7	dependent	dependent	ADJ
emaj-84	163	8	variable	variable	NOUN
emaj-84	163	9	has	have	VERB
emaj-84	163	10	positive	positive	ADJ
emaj-84	163	11	or	or	CCONJ
emaj-84	163	12	negative	negative	ADJ
emaj-84	163	13	slope	slope	NOUN
emaj-84	163	14	or	or	CCONJ
emaj-84	163	15	in	in	ADP
emaj-84	163	16	turn	turn	NOUN
emaj-84	163	17	positive	positive	ADJ
emaj-84	163	18	or	or	CCONJ
emaj-84	163	19	negative	negative	ADJ
emaj-84	163	20	relationship	relationship	NOUN
emaj-84	163	21	.	.	PUNCT
emaj-84	164	1	correlations	correlation	NOUN
emaj-84	164	2	are	be	AUX
emaj-84	164	3	perhaps	perhaps	ADV
emaj-84	164	4	the	the	DET
emaj-84	164	5	most	most	ADV
emaj-84	164	6	basic	basic	ADJ
emaj-84	164	7	and	and	CCONJ
emaj-84	164	8	most	most	ADV
emaj-84	164	9	useful	useful	ADJ
emaj-84	164	10	measure	measure	NOUN
emaj-84	164	11	of	of	ADP
emaj-84	164	12	association	association	NOUN
emaj-84	164	13	between	between	ADP
emaj-84	164	14	two	two	NUM
emaj-84	164	15	or	or	CCONJ
emaj-84	164	16	more	more	ADJ
emaj-84	164	17	variables	variable	NOUN
emaj-84	164	18	.	.	PUNCT
emaj-84	165	1	expressed	express	VERB
emaj-84	165	2	in	in	ADP
emaj-84	165	3	a	a	DET
emaj-84	165	4	single	single	ADJ
emaj-84	165	5	number	number	NOUN
emaj-84	165	6	called	call	VERB
emaj-84	165	7	a	a	DET
emaj-84	165	8	correlation	correlation	NOUN
emaj-84	165	9	coefficient	coefficient	NOUN
emaj-84	165	10	(	(	PUNCT
emaj-84	165	11	r	r	NOUN
emaj-84	165	12	)	)	PUNCT
emaj-84	165	13	,	,	PUNCT
emaj-84	165	14	correlations	correlation	NOUN
emaj-84	165	15	provide	provide	VERB
emaj-84	165	16	information	information	NOUN
emaj-84	165	17	about	about	ADP
emaj-84	165	18	the	the	DET
emaj-84	165	19	direction	direction	NOUN
emaj-84	165	20	of	of	ADP
emaj-84	165	21	the	the	DET
emaj-84	165	22	relationship	relationship	NOUN
emaj-84	165	23	(	(	PUNCT
emaj-84	165	24	either	either	CCONJ
emaj-84	165	25	positive	positive	ADJ
emaj-84	165	26	or	or	CCONJ
emaj-84	165	27	negative	negative	ADJ
emaj-84	165	28	)	)	PUNCT
emaj-84	165	29	and	and	CCONJ
emaj-84	165	30	the	the	DET
emaj-84	165	31	intensity	intensity	NOUN
emaj-84	165	32	of	of	ADP
emaj-84	165	33	the	the	DET
emaj-84	165	34	relationship	relationship	NOUN
emaj-84	165	35	(	(	PUNCT
emaj-84	165	36	–	–	PUNCT
emaj-84	165	37	1.0	1.0	NUM
emaj-84	165	38	to	to	ADP
emaj-84	165	39	+1.0	+1.0	NUM
emaj-84	165	40	)	)	PUNCT
emaj-84	165	41	.	.	PUNCT
emaj-84	166	1	furthermore	furthermore	ADV
emaj-84	166	2	,	,	PUNCT
emaj-84	166	3	tests	test	NOUN
emaj-84	166	4	of	of	ADP
emaj-84	166	5	correlations	correlation	NOUN
emaj-84	166	6	will	will	AUX
emaj-84	166	7	provide	provide	VERB
emaj-84	166	8	information	information	NOUN
emaj-84	166	9	on	on	ADP
emaj-84	166	10	whether	whether	SCONJ
emaj-84	166	11	the	the	DET
emaj-84	166	12	correlation	correlation	NOUN
emaj-84	166	13	is	be	AUX
emaj-84	166	14	statistically	statistically	ADV
emaj-84	166	15	significant	significant	ADJ
emaj-84	166	16	(	(	PUNCT
emaj-84	166	17	marczyk	marczyk	NOUN
emaj-84	166	18	,	,	PUNCT
emaj-84	166	19	2005	2005	NUM
emaj-84	166	20	)	)	PUNCT
emaj-84	166	21	.	.	PUNCT
emaj-84	167	1	correlation	correlation	NOUN
emaj-84	167	2	coefficients	coefficient	NOUN
emaj-84	167	3	range	range	VERB
emaj-84	167	4	from	from	ADP
emaj-84	167	5	–	–	PUNCT
emaj-84	167	6	1.0	1.0	NUM
emaj-84	167	7	to	to	ADP
emaj-84	167	8	+	+	NOUN
emaj-84	167	9	1.0	1.0	NUM
emaj-84	167	10	.	.	PUNCT
emaj-84	168	1	the	the	DET
emaj-84	168	2	sign	sign	NOUN
emaj-84	168	3	of	of	ADP
emaj-84	168	4	the	the	DET
emaj-84	168	5	coefficient	coefficient	NOUN
emaj-84	168	6	represents	represent	VERB
emaj-84	168	7	the	the	DET
emaj-84	168	8	direction	direction	NOUN
emaj-84	168	9	of	of	ADP
emaj-84	168	10	the	the	DET
emaj-84	168	11	relationship	relationship	NOUN
emaj-84	168	12	.	.	PUNCT
emaj-84	169	1	in	in	ADP
emaj-84	169	2	general	general	ADJ
emaj-84	169	3	,	,	PUNCT
emaj-84	169	4	correlations	correlation	NOUN
emaj-84	169	5	of	of	ADP
emaj-84	169	6	.01	.01	NUM
emaj-84	169	7	to	to	PART
emaj-84	169	8	.30	.30	NUM
emaj-84	169	9	are	be	AUX
emaj-84	169	10	considered	consider	VERB
emaj-84	169	11	weak	weak	ADJ
emaj-84	169	12	,	,	PUNCT
emaj-84	169	13	correlations	correlation	NOUN
emaj-84	169	14	of	of	ADP
emaj-84	169	15	.30	.30	NUM
emaj-84	169	16	to	to	PART
emaj-84	169	17	.70	.70	NUM
emaj-84	169	18	are	be	AUX
emaj-84	169	19	considered	consider	VERB
emaj-84	169	20	moderate	moderate	ADJ
emaj-84	169	21	,	,	PUNCT
emaj-84	169	22	correlations	correlation	NOUN
emaj-84	169	23	of	of	ADP
emaj-84	169	24	.70	.70	NUM
emaj-84	169	25	to	to	PART
emaj-84	169	26	.90	.90	NUM
emaj-84	169	27	are	be	AUX
emaj-84	169	28	considered	consider	VERB
emaj-84	169	29	strong	strong	ADJ
emaj-84	169	30	,	,	PUNCT
emaj-84	169	31	and	and	CCONJ
emaj-84	169	32	correlations	correlation	NOUN
emaj-84	169	33	of	of	ADP
emaj-84	169	34	.90	.90	NUM
emaj-84	169	35	to	to	PART
emaj-84	169	36	1.00	1.00	NUM
emaj-84	169	37	are	be	AUX
emaj-84	169	38	considered	consider	VERB
emaj-84	169	39	very	very	ADV
emaj-84	169	40	strong	strong	ADJ
emaj-84	169	41	.	.	PUNCT
emaj-84	170	1	importantly	importantly	ADV
emaj-84	170	2	,	,	PUNCT
emaj-84	170	3	these	these	PRON
emaj-84	170	4	are	be	AUX
emaj-84	170	5	only	only	ADV
emaj-84	170	6	rough	rough	ADJ
emaj-84	170	7	guidelines	guideline	NOUN
emaj-84	170	8	.	.	PUNCT
emaj-84	171	1	a	a	DET
emaj-84	171	2	number	number	NOUN
emaj-84	171	3	of	of	ADP
emaj-84	171	4	other	other	ADJ
emaj-84	171	5	factors	factor	NOUN
emaj-84	171	6	,	,	PUNCT
emaj-84	171	7	such	such	ADJ
emaj-84	171	8	as	as	ADP
emaj-84	171	9	sample	sample	NOUN
emaj-84	171	10	size	size	NOUN
emaj-84	171	11	,	,	PUNCT
emaj-84	171	12	need	need	VERB
emaj-84	171	13	to	to	PART
emaj-84	171	14	be	be	AUX
emaj-84	171	15	considered	consider	VERB
emaj-84	171	16	when	when	SCONJ
emaj-84	171	17	interpreting	interpret	VERB
emaj-84	171	18	correlations	correlation	NOUN
emaj-84	171	19	.	.	PUNCT
emaj-84	172	1	the	the	DET
emaj-84	172	2	bivariate	bivariate	ADJ
emaj-84	172	3	correlations	correlation	NOUN
emaj-84	172	4	procedure	procedure	NOUN
emaj-84	172	5	computes	compute	VERB
emaj-84	172	6	the	the	DET
emaj-84	172	7	pairwise	pairwise	NOUN
emaj-84	172	8	associations	association	NOUN
emaj-84	172	9	for	for	ADP
emaj-84	172	10	a	a	DET
emaj-84	172	11	set	set	NOUN
emaj-84	172	12	of	of	ADP
emaj-84	172	13	variables	variable	NOUN
emaj-84	172	14	and	and	CCONJ
emaj-84	172	15	displays	display	VERB
emaj-84	172	16	the	the	DET
emaj-84	172	17	results	result	NOUN
emaj-84	172	18	in	in	ADP
emaj-84	172	19	a	a	DET
emaj-84	172	20	matrix	matrix	NOUN
emaj-84	172	21	.	.	PUNCT
emaj-84	173	1	it	it	PRON
emaj-84	173	2	is	be	AUX
emaj-84	173	3	useful	useful	ADJ
emaj-84	173	4	for	for	ADP
emaj-84	173	5	determining	determine	VERB
emaj-84	173	6	the	the	DET
emaj-84	173	7	strength	strength	NOUN
emaj-84	173	8	and	and	CCONJ
emaj-84	173	9	direction	direction	NOUN
emaj-84	173	10	of	of	ADP
emaj-84	173	11	the	the	DET
emaj-84	173	12	association	association	NOUN
emaj-84	173	13	between	between	ADP
emaj-84	173	14	two	two	NUM
emaj-84	173	15	scale	scale	NOUN
emaj-84	173	16	or	or	CCONJ
emaj-84	173	17	ordinal	ordinal	ADJ
emaj-84	173	18	variables	variable	NOUN
emaj-84	173	19	.	.	PUNCT
emaj-84	174	1	the	the	DET
emaj-84	174	2	pearson	pearson	PROPN
emaj-84	174	3	correlation	correlation	NOUN
emaj-84	174	4	coefficient	coefficient	NOUN
emaj-84	174	5	measures	measure	VERB
emaj-84	174	6	the	the	DET
emaj-84	174	7	linear	linear	PROPN
emaj-84	174	8	association	association	NOUN
emaj-84	174	9	between	between	ADP
emaj-84	174	10	two	two	NUM
emaj-84	174	11	scale	scale	NOUN
emaj-84	174	12	variables	variable	NOUN
emaj-84	174	13	(	(	PUNCT
emaj-84	174	14	marczyk	marczyk	NOUN
emaj-84	174	15	,	,	PUNCT
emaj-84	174	16	2005	2005	NUM
emaj-84	174	17	)	)	PUNCT
emaj-84	174	18	.	.	PUNCT
emaj-84	175	1	in	in	ADP
emaj-84	175	2	this	this	DET
emaj-84	175	3	study	study	NOUN
emaj-84	175	4	,	,	PUNCT
emaj-84	175	5	pearson	pearson	PROPN
emaj-84	175	6	correlation	correlation	NOUN
emaj-84	175	7	coefficient	coefficient	NOUN
emaj-84	175	8	is	be	AUX
emaj-84	175	9	used	use	VERB
emaj-84	175	10	to	to	PART
emaj-84	175	11	measure	measure	VERB
emaj-84	175	12	the	the	DET
emaj-84	175	13	strength	strength	NOUN
emaj-84	175	14	of	of	ADP
emaj-84	175	15	the	the	DET
emaj-84	175	16	association	association	NOUN
emaj-84	175	17	between	between	ADP
emaj-84	175	18	relationship	relationship	NOUN
emaj-84	175	19	marketing	marketing	NOUN
emaj-84	175	20	dimensions	dimension	NOUN
emaj-84	175	21	and	and	CCONJ
emaj-84	175	22	customer	customer	NOUN
emaj-84	175	23	loyalty	loyalty	NOUN
emaj-84	175	24	.	.	PUNCT
emaj-84	176	1	1.6.7.2	1.6.7.2	NUM
emaj-84	176	2	regression	regression	VERB
emaj-84	176	3	analysis	analysis	NOUN
emaj-84	176	4	like	like	ADP
emaj-84	176	5	correlations	correlation	NOUN
emaj-84	176	6	,	,	PUNCT
emaj-84	176	7	statistical	statistical	ADJ
emaj-84	176	8	regression	regression	NOUN
emaj-84	176	9	examines	examine	VERB
emaj-84	176	10	the	the	DET
emaj-84	176	11	association	association	NOUN
emaj-84	176	12	or	or	CCONJ
emaj-84	176	13	relationship	relationship	NOUN
emaj-84	176	14	between	between	ADP
emaj-84	176	15	variables	variable	NOUN
emaj-84	176	16	.	.	PUNCT
emaj-84	177	1	unlike	unlike	ADP
emaj-84	177	2	with	with	ADP
emaj-84	177	3	correlations	correlation	NOUN
emaj-84	177	4	,	,	PUNCT
emaj-84	177	5	however	however	ADV
emaj-84	177	6	,	,	PUNCT
emaj-84	177	7	the	the	DET
emaj-84	177	8	primary	primary	ADJ
emaj-84	177	9	purpose	purpose	NOUN
emaj-84	177	10	of	of	ADP
emaj-84	177	11	regression	regression	NOUN
emaj-84	177	12	is	be	AUX
emaj-84	177	13	prediction	prediction	NOUN
emaj-84	177	14	(	(	PUNCT
emaj-84	177	15	marczyk	marczyk	NOUN
emaj-84	177	16	,	,	PUNCT
emaj-84	177	17	2005	2005	NUM
emaj-84	177	18	)	)	PUNCT
emaj-84	177	19	.	.	PUNCT
emaj-84	178	1	due	due	ADP
emaj-84	178	2	to	to	ADP
emaj-84	178	3	this	this	PRON
emaj-84	178	4	,	,	PUNCT
emaj-84	178	5	regression	regression	VERB
emaj-84	178	6	analysis	analysis	NOUN
emaj-84	178	7	is	be	AUX
emaj-84	178	8	used	use	VERB
emaj-84	178	9	to	to	PART
emaj-84	178	10	know	know	VERB
emaj-84	178	11	by	by	ADP
emaj-84	178	12	how	how	SCONJ
emaj-84	178	13	much	much	ADJ
emaj-84	178	14	the	the	DET
emaj-84	178	15	independent	independent	ADJ
emaj-84	178	16	variable	variable	ADJ
emaj-84	178	17	i.e.	i.e.	X
emaj-84	178	18	relationship	relationship	NOUN
emaj-84	178	19	marketing	marketing	NOUN
emaj-84	178	20	explains	explain	VERB
emaj-84	178	21	or	or	CCONJ
emaj-84	178	22	influences	influence	VERB
emaj-84	178	23	the	the	DET
emaj-84	178	24	dependent	dependent	ADJ
emaj-84	178	25	variable	variable	NOUN
emaj-84	178	26	which	which	PRON
emaj-84	178	27	is	be	AUX
emaj-84	178	28	customer	customer	NOUN
emaj-84	178	29	loyalty	loyalty	NOUN
emaj-84	178	30	.	.	PUNCT
emaj-84	179	1	both	both	DET
emaj-84	179	2	simple	simple	ADJ
emaj-84	179	3	and	and	CCONJ
emaj-84	179	4	multiple	multiple	ADJ
emaj-84	179	5	regressions	regression	NOUN
emaj-84	179	6	were	be	AUX
emaj-84	179	7	used	use	VERB
emaj-84	179	8	in	in	ADP
emaj-84	179	9	this	this	DET
emaj-84	179	10	study	study	NOUN
emaj-84	179	11	.	.	PUNCT
emaj-84	180	1	in	in	ADP
emaj-84	180	2	simple	simple	ADJ
emaj-84	180	3	regression	regression	NOUN
emaj-84	180	4	,	,	PUNCT
emaj-84	180	5	we	we	PRON
emaj-84	180	6	attempt	attempt	VERB
emaj-84	180	7	to	to	PART
emaj-84	180	8	predict	predict	VERB
emaj-84	180	9	the	the	DET
emaj-84	180	10	dependent	dependent	ADJ
emaj-84	180	11	variable	variable	NOUN
emaj-84	180	12	with	with	ADP
emaj-84	180	13	a	a	DET
emaj-84	180	14	single	single	ADJ
emaj-84	180	15	independent	independent	ADJ
emaj-84	180	16	variable	variable	NOUN
emaj-84	180	17	.	.	PUNCT
emaj-84	181	1	in	in	ADP
emaj-84	181	2	multiple	multiple	ADJ
emaj-84	181	3	regressions	regression	NOUN
emaj-84	181	4	,	,	PUNCT
emaj-84	181	5	we	we	PRON
emaj-84	181	6	may	may	AUX
emaj-84	181	7	use	use	VERB
emaj-84	181	8	any	any	DET
emaj-84	181	9	number	number	NOUN
emaj-84	181	10	of	of	ADP
emaj-84	181	11	independent	independent	ADJ
emaj-84	181	12	variables	variable	NOUN
emaj-84	181	13	to	to	PART
emaj-84	181	14	predict	predict	VERB
emaj-84	181	15	the	the	DET
emaj-84	181	16	dependent	dependent	ADJ
emaj-84	181	17	variable	variable	NOUN
emaj-84	181	18	(	(	PUNCT
emaj-84	181	19	marczyk	marczyk	NOUN
emaj-84	181	20	et	et	PROPN
emaj-84	181	21	al	al	PROPN
emaj-84	181	22	,	,	PUNCT
emaj-84	181	23	2005	2005	NUM
emaj-84	181	24	)	)	PUNCT
emaj-84	181	25	.	.	PUNCT
emaj-84	182	1	in	in	ADP
emaj-84	182	2	this	this	DET
emaj-84	182	3	study	study	NOUN
emaj-84	182	4	,	,	PUNCT
emaj-84	182	5	simple	simple	ADJ
emaj-84	182	6	regression	regression	NOUN
emaj-84	182	7	is	be	AUX
emaj-84	182	8	used	use	VERB
emaj-84	182	9	to	to	PART
emaj-84	182	10	approve	approve	VERB
emaj-84	182	11	or	or	CCONJ
emaj-84	182	12	disapprove	disapprove	VERB
emaj-84	182	13	hypotheses	hypothesis	NOUN
emaj-84	182	14	1	1	NUM
emaj-84	182	15	up	up	ADP
emaj-84	182	16	to	to	ADP
emaj-84	182	17	5	5	NUM
emaj-84	182	18	;	;	PUNCT
emaj-84	182	19	while	while	SCONJ
emaj-84	182	20	,	,	PUNCT
emaj-84	182	21	multiple	multiple	ADJ
emaj-84	182	22	regression	regression	NOUN
emaj-84	182	23	was	be	AUX
emaj-84	182	24	used	use	VERB
emaj-84	182	25	to	to	PART
emaj-84	182	26	approve	approve	VERB
emaj-84	182	27	or	or	CCONJ
emaj-84	182	28	disapprove	disapprove	VERB
emaj-84	182	29	hypothesis	hypothesis	NOUN
emaj-84	182	30	number	number	NOUN
emaj-84	182	31	6	6	NUM
emaj-84	182	32	.	.	PUNCT
emaj-84	183	1	in	in	ADP
emaj-84	183	2	both	both	PRON
emaj-84	183	3	of	of	ADP
emaj-84	183	4	the	the	DET
emaj-84	183	5	types	type	NOUN
emaj-84	183	6	,	,	PUNCT
emaj-84	183	7	statistical	statistical	ADJ
emaj-84	183	8	significance	significance	NOUN
emaj-84	183	9	was	be	AUX
emaj-84	183	10	given	give	VERB
emaj-84	183	11	due	due	ADJ
emaj-84	183	12	care	care	NOUN
emaj-84	183	13	at	at	ADP
emaj-84	183	14	pvalue	pvalue	NOUN
emaj-84	183	15	of	of	ADP
emaj-84	183	16	0.05	0.05	NUM
emaj-84	183	17	.	.	PUNCT
emaj-84	184	1	1.6.7.3	1.6.7.3	NUM
emaj-84	184	2	multicollinearity	multicollinearity	NOUN
emaj-84	184	3	if	if	SCONJ
emaj-84	184	4	there	there	PRON
emaj-84	184	5	is	be	VERB
emaj-84	184	6	a	a	DET
emaj-84	184	7	high	high	ADJ
emaj-84	184	8	degree	degree	NOUN
emaj-84	184	9	of	of	ADP
emaj-84	184	10	correlation	correlation	NOUN
emaj-84	184	11	between	between	ADP
emaj-84	184	12	independent	independent	ADJ
emaj-84	184	13	variables	variable	NOUN
emaj-84	184	14	,	,	PUNCT
emaj-84	184	15	we	we	PRON
emaj-84	184	16	have	have	VERB
emaj-84	184	17	a	a	DET
emaj-84	184	18	problem	problem	NOUN
emaj-84	184	19	of	of	ADP
emaj-84	184	20	what	what	PRON
emaj-84	184	21	is	be	AUX
emaj-84	184	22	commonly	commonly	ADV
emaj-84	184	23	described	describe	VERB
emaj-84	184	24	as	as	ADP
emaj-84	184	25	the	the	DET
emaj-84	184	26	problem	problem	NOUN
emaj-84	184	27	of	of	ADP
emaj-84	184	28	multicollinearity	multicollinearity	NOUN
emaj-84	184	29	kothari	kothari	PROPN
emaj-84	184	30	,	,	PUNCT
emaj-84	184	31	c.r	c.r	PROPN
emaj-84	184	32	.	.	PROPN
emaj-84	184	33	(	(	PUNCT
emaj-84	184	34	2004	2004	NUM
emaj-84	184	35	)	)	PUNCT
emaj-84	184	36	.	.	PUNCT
emaj-84	185	1	if	if	SCONJ
emaj-84	185	2	collinearity	collinearity	NOUN
emaj-84	185	3	is	be	AUX
emaj-84	185	4	discovered	discover	VERB
emaj-84	185	5	,	,	PUNCT
emaj-84	185	6	(	(	PUNCT
emaj-84	185	7	e.g.	e.g.	ADV
emaj-84	185	8	if	if	SCONJ
emaj-84	185	9	correlation	correlation	NOUN
emaj-84	185	10	coefficients	coefficient	NOUN
emaj-84	185	11	between	between	ADP
emaj-84	185	12	variables	variable	NOUN
emaj-84	185	13	are	be	AUX
emaj-84	185	14	higher	high	ADJ
emaj-84	185	15	than	than	ADP
emaj-84	185	16	.80	.80	NUM
emaj-84	185	17	)	)	PUNCT
emaj-84	185	18	then	then	ADV
emaj-84	185	19	one	one	PRON
emaj-84	185	20	can	can	AUX
emaj-84	185	21	either	either	CCONJ
emaj-84	185	22	remove	remove	VERB
emaj-84	185	23	one	one	NUM
emaj-84	185	24	of	of	ADP
emaj-84	185	25	the	the	DET
emaj-84	185	26	variables	variable	NOUN
emaj-84	185	27	or	or	CCONJ
emaj-84	185	28	create	create	VERB
emaj-84	185	29	a	a	DET
emaj-84	185	30	new	new	ADJ
emaj-84	185	31	variable	variable	NOUN
emaj-84	185	32	that	that	PRON
emaj-84	185	33	combines	combine	VERB
emaj-84	185	34	the	the	DET
emaj-84	185	35	previous	previous	ADJ
emaj-84	185	36	two	two	NUM
emaj-84	185	37	that	that	PRON
emaj-84	185	38	were	be	AUX
emaj-84	185	39	highly	highly	ADV
emaj-84	185	40	inter	inter	ADJ
emaj-84	185	41	-	-	ADJ
emaj-84	185	42	correlated	correlated	ADJ
emaj-84	185	43	(	(	PUNCT
emaj-84	185	44	cohen	cohen	PROPN
emaj-84	185	45	et	et	PROPN
emaj-84	185	46	al	al	PROPN
emaj-84	185	47	.	.	PROPN
emaj-84	185	48	,	,	PUNCT
emaj-84	185	49	2007	2007	NUM
emaj-84	185	50	)	)	PUNCT
emaj-84	185	51	.	.	PUNCT
emaj-84	186	1	cohen	cohen	PROPN
emaj-84	186	2	et	et	PROPN
emaj-84	186	3	al	al	PROPN
emaj-84	186	4	.	.	PROPN
emaj-84	187	1	(	(	PUNCT
emaj-84	187	2	2007	2007	NUM
emaj-84	187	3	)	)	PUNCT
emaj-84	187	4	cited	cite	VERB
emaj-84	187	5	that	that	SCONJ
emaj-84	187	6	,	,	PUNCT
emaj-84	187	7	in	in	ADP
emaj-84	187	8	spss	spss	PROPN
emaj-84	187	9	,	,	PUNCT
emaj-84	187	10	one	one	PRON
emaj-84	187	11	can	can	AUX
emaj-84	187	12	find	find	VERB
emaj-84	187	13	multicollinearity	multicollinearity	NOUN
emaj-84	187	14	by	by	ADP
emaj-84	187	15	looking	look	VERB
emaj-84	187	16	at	at	ADP
emaj-84	187	17	collinearity	collinearity	NOUN
emaj-84	187	18	diagnostics	diagnostic	NOUN
emaj-84	187	19	in	in	ADP
emaj-84	187	20	the	the	DET
emaj-84	187	21	statistics	statistics	PROPN
emaj-84	187	22	command	command	PROPN
emaj-84	187	23	box	box	PROPN
emaj-84	187	24	,	,	PUNCT
emaj-84	187	25	and	and	CCONJ
emaj-84	187	26	in	in	ADP
emaj-84	187	27	the	the	DET
emaj-84	187	28	collinearity	collinearity	NOUN
emaj-84	187	29	statistics	statistic	NOUN
emaj-84	187	30	one	one	PRON
emaj-84	187	31	should	should	AUX
emaj-84	187	32	look	look	VERB
emaj-84	187	33	at	at	ADP
emaj-84	187	34	the	the	DET
emaj-84	187	35	tolerance‘column	tolerance‘column	PROPN
emaj-84	187	36	on	on	ADP
emaj-84	187	37	the	the	DET
emaj-84	187	38	output	output	NOUN
emaj-84	187	39	.	.	PUNCT
emaj-84	188	1	he	he	PRON
emaj-84	188	2	indicates	indicate	VERB
emaj-84	188	3	that	that	SCONJ
emaj-84	188	4	values	value	NOUN
emaj-84	188	5	will	will	AUX
emaj-84	188	6	vary	vary	VERB
emaj-84	188	7	from	from	ADP
emaj-84	188	8	0	0	NUM
emaj-84	188	9	to	to	ADP
emaj-84	188	10	1	1	NUM
emaj-84	188	11	and	and	CCONJ
emaj-84	188	12	the	the	PRON
emaj-84	188	13	higher	high	ADJ
emaj-84	188	14	the	the	DET
emaj-84	188	15	value	value	NOUN
emaj-84	188	16	the	the	DET
emaj-84	188	17	less	less	ADV
emaj-84	188	18	is	be	AUX
emaj-84	188	19	the	the	DET
emaj-84	188	20	collinearity	collinearity	NOUN
emaj-84	188	21	,	,	PUNCT
emaj-84	188	22	whereas	whereas	SCONJ
emaj-84	188	23	a	a	DET
emaj-84	188	24	value	value	NOUN
emaj-84	188	25	close	close	ADV
emaj-84	188	26	to	to	ADP
emaj-84	188	27	0	0	NUM
emaj-84	188	28	indicates	indicate	VERB
emaj-84	188	29	that	that	SCONJ
emaj-84	188	30	nearly	nearly	ADV
emaj-84	188	31	all	all	DET
emaj-84	188	32	the	the	DET
emaj-84	188	33	variance	variance	NOUN
emaj-84	188	34	in	in	ADP
emaj-84	188	35	the	the	DET
emaj-84	188	36	variable	variable	NOUN
emaj-84	188	37	is	be	AUX
emaj-84	188	38	explained	explain	VERB
emaj-84	188	39	by	by	ADP
emaj-84	188	40	the	the	DET
emaj-84	188	41	other	other	ADJ
emaj-84	188	42	variables	variable	NOUN
emaj-84	188	43	in	in	ADP
emaj-84	188	44	the	the	DET
emaj-84	188	45	model	model	NOUN
emaj-84	188	46	.	.	PUNCT
emaj-84	189	1	correspondingly	correspondingly	ADV
emaj-84	189	2	,	,	PUNCT
emaj-84	189	3	muge	muge	PROPN
emaj-84	189	4	arslan	arslan	PROPN
emaj-84	189	5	,	,	PUNCT
emaj-84	189	6	f.	f.	PROPN
emaj-84	189	7	and	and	CCONJ
emaj-84	189	8	altuna	altuna	PROPN
emaj-84	189	9	,	,	PUNCT
emaj-84	189	10	o.k	o.k	PROPN
emaj-84	189	11	.	.	PROPN
emaj-84	189	12	,	,	PUNCT
emaj-84	189	13	(	(	PUNCT
emaj-84	189	14	2010	2010	NUM
emaj-84	189	15	)	)	PUNCT
emaj-84	189	16	cited	cite	VERB
emaj-84	189	17	that	that	SCONJ
emaj-84	189	18	vif	vif	NOUN
emaj-84	189	19	value	value	NOUN
emaj-84	189	20	above	above	ADP
emaj-84	189	21	10	10	NUM
emaj-84	189	22	and	and	CCONJ
emaj-84	189	23	a	a	DET
emaj-84	189	24	tolerance	tolerance	NOUN
emaj-84	189	25	value	value	NOUN
emaj-84	189	26	below	below	ADP
emaj-84	189	27	0.10	0.10	NUM
emaj-84	189	28	pose	pose	VERB
emaj-84	189	29	a	a	DET
emaj-84	189	30	multicollinearity	multicollinearity	NOUN
emaj-84	189	31	problem	problem	NOUN
emaj-84	189	32	.	.	PUNCT
emaj-84	190	1	in	in	ADP
emaj-84	190	2	this	this	DET
emaj-84	190	3	study	study	NOUN
emaj-84	190	4	,	,	PUNCT
emaj-84	190	5	the	the	DET
emaj-84	190	6	result	result	NOUN
emaj-84	190	7	of	of	ADP
emaj-84	190	8	collinearity	collinearity	NOUN
emaj-84	190	9	statistics	statistic	NOUN
emaj-84	190	10	analysis	analysis	NOUN
emaj-84	190	11	shows	show	VERB
emaj-84	190	12	variance	variance	NOUN
emaj-84	190	13	inflation	inflation	NOUN
emaj-84	190	14	factors	factor	NOUN
emaj-84	190	15	(	(	PUNCT
emaj-84	190	16	vif	vif	NOUN
emaj-84	190	17	)	)	PUNCT
emaj-84	190	18	.	.	PUNCT
emaj-84	191	1	value	value	NOUN
emaj-84	191	2	ranges	range	VERB
emaj-84	191	3	from	from	ADP
emaj-84	191	4	1.57	1.57	NUM
emaj-84	191	5	to	to	ADP
emaj-84	191	6	2.093	2.093	NUM
emaj-84	191	7	.	.	PUNCT
emaj-84	192	1	tolerance	tolerance	NOUN
emaj-84	192	2	value	value	NOUN
emaj-84	192	3	ranges	range	VERB
emaj-84	192	4	within	within	ADP
emaj-84	192	5	the	the	DET
emaj-84	192	6	value	value	NOUN
emaj-84	192	7	of	of	ADP
emaj-84	192	8	0.478	0.478	NUM
emaj-84	192	9	-	-	SYM
emaj-84	192	10	0.637	0.637	NUM
emaj-84	192	11	.	.	PUNCT
emaj-84	193	1	in	in	ADP
emaj-84	193	2	volume	volume	NOUN
emaj-84	193	3	5	5	NUM
emaj-84	193	4	no	no	DET
emaj-84	193	5	2	2	NUM
emaj-84	193	6	(	(	PUNCT
emaj-84	193	7	2015	2015	NUM
emaj-84	193	8	)	)	PUNCT
emaj-84	193	9	|	|	ADV
emaj-84	193	10	issn	issn	VERB
emaj-84	193	11	2158	2158	NUM
emaj-84	193	12	-	-	SYM
emaj-84	193	13	8708	8708	NUM
emaj-84	193	14	(	(	PUNCT
emaj-84	193	15	online	online	NOUN
emaj-84	193	16	)	)	PUNCT
emaj-84	193	17	|	|	ADV
emaj-84	193	18	doi	doi	X
emaj-84	193	19	10.5195	10.5195	NUM
emaj-84	193	20	/	/	SYM
emaj-84	193	21	emaj.2015.84	emaj.2015.84	NOUN
emaj-84	193	22	|	|	NOUN
emaj-84	193	23	http://emaj.pitt.edu	http://emaj.pitt.edu	VERB
emaj-84	193	24	cherinet	cherinet	PROPN
emaj-84	193	25	boke	boke	VERB
emaj-84	193	26	chakiso	chakiso	NOUN
emaj-84	193	27	emerging	emerge	VERB
emaj-84	193	28	markets	market	NOUN
emaj-84	193	29	journal	journal	NOUN
emaj-84	194	1	|	|	ADV
emaj-84	194	2	p	p	NOUN
emaj-84	194	3	a	a	DET
emaj-84	194	4	g	g	NOUN
emaj-84	194	5	e	e	NOUN
emaj-84	194	6	|63	|63	DET
emaj-84	194	7	this	this	DET
emaj-84	194	8	study	study	NOUN
emaj-84	194	9	,	,	PUNCT
emaj-84	194	10	these	these	DET
emaj-84	194	11	values	value	NOUN
emaj-84	194	12	(	(	PUNCT
emaj-84	194	13	both	both	CCONJ
emaj-84	194	14	vif	vif	NOUN
emaj-84	194	15	and	and	CCONJ
emaj-84	194	16	tolerance	tolerance	NOUN
emaj-84	194	17	level	level	NOUN
emaj-84	194	18	)	)	PUNCT
emaj-84	194	19	indicate	indicate	VERB
emaj-84	194	20	that	that	SCONJ
emaj-84	194	21	for	for	ADP
emaj-84	194	22	this	this	DET
emaj-84	194	23	analysis	analysis	NOUN
emaj-84	194	24	,	,	PUNCT
emaj-84	194	25	there	there	PRON
emaj-84	194	26	is	be	VERB
emaj-84	194	27	no	no	DET
emaj-84	194	28	serious	serious	ADJ
emaj-84	194	29	multicollinearity	multicollinearity	NOUN
emaj-84	194	30	problem	problem	NOUN
emaj-84	194	31	.	.	PUNCT
emaj-84	195	1	2	2	NUM
emaj-84	195	2	general	general	ADJ
emaj-84	195	3	discussion	discussion	NOUN
emaj-84	195	4	and	and	CCONJ
emaj-84	195	5	implications	implication	NOUN
emaj-84	195	6	the	the	DET
emaj-84	195	7	main	main	ADJ
emaj-84	195	8	aim	aim	NOUN
emaj-84	195	9	of	of	ADP
emaj-84	195	10	this	this	DET
emaj-84	195	11	study	study	NOUN
emaj-84	195	12	was	be	AUX
emaj-84	195	13	to	to	PART
emaj-84	195	14	investigate	investigate	VERB
emaj-84	195	15	the	the	DET
emaj-84	195	16	effect	effect	NOUN
emaj-84	195	17	of	of	ADP
emaj-84	195	18	relationship	relationship	NOUN
emaj-84	195	19	marketing	marketing	NOUN
emaj-84	195	20	on	on	ADP
emaj-84	195	21	customers	customer	NOUN
emaj-84	195	22	’	'	PUNCT
emaj-84	195	23	loyalty	loyalty	NOUN
emaj-84	195	24	.	.	PUNCT
emaj-84	196	1	in	in	ADP
emaj-84	196	2	this	this	DET
emaj-84	196	3	research	research	NOUN
emaj-84	196	4	,	,	PUNCT
emaj-84	196	5	both	both	CCONJ
emaj-84	196	6	practical	practical	ADJ
emaj-84	196	7	(	(	PUNCT
emaj-84	196	8	managerial	managerial	ADJ
emaj-84	196	9	)	)	PUNCT
emaj-84	196	10	and	and	CCONJ
emaj-84	196	11	theoretical	theoretical	ADJ
emaj-84	196	12	implications	implication	NOUN
emaj-84	196	13	were	be	AUX
emaj-84	196	14	drawn	draw	VERB
emaj-84	196	15	.	.	PUNCT
emaj-84	197	1	for	for	ADP
emaj-84	197	2	this	this	DET
emaj-84	197	3	study	study	NOUN
emaj-84	197	4	,	,	PUNCT
emaj-84	197	5	data	datum	NOUN
emaj-84	197	6	were	be	AUX
emaj-84	197	7	collected	collect	VERB
emaj-84	197	8	from	from	ADP
emaj-84	197	9	187	187	NUM
emaj-84	197	10	respondents	respondent	NOUN
emaj-84	197	11	and	and	CCONJ
emaj-84	197	12	analyzed	analyze	VERB
emaj-84	197	13	on	on	ADP
emaj-84	197	14	two	two	NUM
emaj-84	197	15	broad	broad	ADJ
emaj-84	197	16	parts	part	NOUN
emaj-84	197	17	.	.	PUNCT
emaj-84	198	1	the	the	DET
emaj-84	198	2	first	first	ADJ
emaj-84	198	3	part	part	NOUN
emaj-84	198	4	is	be	AUX
emaj-84	198	5	demographic	demographic	ADJ
emaj-84	198	6	and	and	CCONJ
emaj-84	198	7	general	general	ADJ
emaj-84	198	8	information	information	NOUN
emaj-84	198	9	pertaining	pertain	VERB
emaj-84	198	10	to	to	ADP
emaj-84	198	11	customer	customer	NOUN
emaj-84	198	12	respondents	respondent	NOUN
emaj-84	198	13	.	.	PUNCT
emaj-84	199	1	on	on	ADP
emaj-84	199	2	this	this	DET
emaj-84	199	3	part	part	NOUN
emaj-84	199	4	,	,	PUNCT
emaj-84	199	5	the	the	DET
emaj-84	199	6	first	first	ADJ
emaj-84	199	7	item	item	NOUN
emaj-84	199	8	was	be	AUX
emaj-84	199	9	gender	gender	NOUN
emaj-84	199	10	.	.	PUNCT
emaj-84	200	1	here	here	ADV
emaj-84	200	2	majority	majority	NOUN
emaj-84	200	3	of	of	ADP
emaj-84	200	4	the	the	DET
emaj-84	200	5	respondents	respondent	NOUN
emaj-84	200	6	were	be	AUX
emaj-84	200	7	males	male	NOUN
emaj-84	200	8	and	and	CCONJ
emaj-84	200	9	on	on	ADP
emaj-84	200	10	the	the	DET
emaj-84	200	11	case	case	NOUN
emaj-84	200	12	of	of	ADP
emaj-84	200	13	age	age	NOUN
emaj-84	200	14	,	,	PUNCT
emaj-84	200	15	also	also	ADV
emaj-84	200	16	majority	majority	NOUN
emaj-84	200	17	of	of	ADP
emaj-84	200	18	the	the	DET
emaj-84	200	19	respondents	respondent	NOUN
emaj-84	200	20	were	be	AUX
emaj-84	200	21	detected	detect	VERB
emaj-84	200	22	in	in	ADP
emaj-84	200	23	the	the	DET
emaj-84	200	24	age	age	NOUN
emaj-84	200	25	range	range	NOUN
emaj-84	200	26	of	of	ADP
emaj-84	200	27	20	20	NUM
emaj-84	200	28	-	-	SYM
emaj-84	200	29	40	40	NUM
emaj-84	200	30	years	year	NOUN
emaj-84	200	31	which	which	PRON
emaj-84	200	32	means	mean	VERB
emaj-84	200	33	zemen	zemen	PROPN
emaj-84	200	34	bank	bank	PROPN
emaj-84	200	35	comprises	comprise	VERB
emaj-84	200	36	more	more	ADJ
emaj-84	200	37	of	of	ADP
emaj-84	200	38	young	young	ADJ
emaj-84	200	39	population	population	NOUN
emaj-84	200	40	which	which	PRON
emaj-84	200	41	creates	create	VERB
emaj-84	200	42	an	an	DET
emaj-84	200	43	opportunity	opportunity	NOUN
emaj-84	200	44	for	for	ADP
emaj-84	200	45	the	the	DET
emaj-84	200	46	future	future	NOUN
emaj-84	200	47	of	of	ADP
emaj-84	200	48	deep	deep	ADJ
emaj-84	200	49	relationship	relationship	NOUN
emaj-84	200	50	with	with	ADP
emaj-84	200	51	the	the	DET
emaj-84	200	52	customer	customer	NOUN
emaj-84	200	53	.	.	PUNCT
emaj-84	201	1	in	in	ADP
emaj-84	201	2	the	the	DET
emaj-84	201	3	same	same	ADJ
emaj-84	201	4	vein	vein	NOUN
emaj-84	201	5	,	,	PUNCT
emaj-84	201	6	most	most	ADJ
emaj-84	201	7	of	of	ADP
emaj-84	201	8	the	the	DET
emaj-84	201	9	customers	customer	NOUN
emaj-84	201	10	of	of	ADP
emaj-84	201	11	zemen	zemen	PROPN
emaj-84	201	12	bank	bank	PROPN
emaj-84	201	13	were	be	AUX
emaj-84	201	14	educated	educate	VERB
emaj-84	201	15	.	.	PUNCT
emaj-84	202	1	this	this	PRON
emaj-84	202	2	is	be	AUX
emaj-84	202	3	also	also	ADV
emaj-84	202	4	an	an	DET
emaj-84	202	5	opportunity	opportunity	NOUN
emaj-84	202	6	for	for	ADP
emaj-84	202	7	zemen	zemen	NOUN
emaj-84	202	8	bank	bank	NOUN
emaj-84	202	9	.	.	PUNCT
emaj-84	203	1	if	if	SCONJ
emaj-84	203	2	they	they	PRON
emaj-84	203	3	do	do	VERB
emaj-84	203	4	the	the	DET
emaj-84	203	5	intended	intend	VERB
emaj-84	203	6	services	service	NOUN
emaj-84	203	7	well	well	ADV
emaj-84	203	8	,	,	PUNCT
emaj-84	203	9	they	they	PRON
emaj-84	203	10	will	will	AUX
emaj-84	203	11	get	get	VERB
emaj-84	203	12	a	a	DET
emaj-84	203	13	big	big	ADJ
emaj-84	203	14	advantage	advantage	NOUN
emaj-84	203	15	,	,	PUNCT
emaj-84	203	16	since	since	SCONJ
emaj-84	203	17	educated	educate	VERB
emaj-84	203	18	peoples	people	NOUN
emaj-84	203	19	can	can	AUX
emaj-84	203	20	not	not	PART
emaj-84	203	21	choose	choose	VERB
emaj-84	203	22	services	service	NOUN
emaj-84	203	23	providers	provider	NOUN
emaj-84	203	24	blindly	blindly	ADV
emaj-84	203	25	.	.	PUNCT
emaj-84	204	1	on	on	ADP
emaj-84	204	2	the	the	DET
emaj-84	204	3	case	case	NOUN
emaj-84	204	4	of	of	ADP
emaj-84	204	5	income	income	NOUN
emaj-84	204	6	,	,	PUNCT
emaj-84	204	7	majority	majority	NOUN
emaj-84	204	8	of	of	ADP
emaj-84	204	9	the	the	DET
emaj-84	204	10	respondents	respondent	NOUN
emaj-84	204	11	have	have	VERB
emaj-84	204	12	monthly	monthly	ADJ
emaj-84	204	13	income	income	NOUN
emaj-84	204	14	above	above	ADP
emaj-84	204	15	etb	etb	PROPN
emaj-84	204	16	5000	5000	NUM
emaj-84	204	17	.	.	PUNCT
emaj-84	205	1	however	however	ADV
emaj-84	205	2	,	,	PUNCT
emaj-84	205	3	even	even	ADV
emaj-84	205	4	if	if	SCONJ
emaj-84	205	5	the	the	DET
emaj-84	205	6	above	above	ADJ
emaj-84	205	7	opportunities	opportunity	NOUN
emaj-84	205	8	are	be	AUX
emaj-84	205	9	existent	existent	ADJ
emaj-84	205	10	,	,	PUNCT
emaj-84	205	11	there	there	PRON
emaj-84	205	12	is	be	VERB
emaj-84	205	13	one	one	NUM
emaj-84	205	14	caveat	caveat	NOUN
emaj-84	205	15	that	that	SCONJ
emaj-84	205	16	alerts	alert	VERB
emaj-84	205	17	zemen	zemen	PROPN
emaj-84	205	18	bank	bank	NOUN
emaj-84	205	19	managers	manager	NOUN
emaj-84	205	20	.	.	PUNCT
emaj-84	206	1	this	this	PRON
emaj-84	206	2	is	be	AUX
emaj-84	206	3	that	that	SCONJ
emaj-84	206	4	,	,	PUNCT
emaj-84	206	5	majority	majority	NOUN
emaj-84	206	6	of	of	ADP
emaj-84	206	7	the	the	DET
emaj-84	206	8	respondents	respondent	NOUN
emaj-84	206	9	on	on	ADP
emaj-84	206	10	this	this	DET
emaj-84	206	11	study	study	NOUN
emaj-84	206	12	replied	reply	VERB
emaj-84	206	13	that	that	SCONJ
emaj-84	206	14	they	they	PRON
emaj-84	206	15	had	have	AUX
emaj-84	206	16	maintained	maintain	VERB
emaj-84	206	17	bank	bank	NOUN
emaj-84	206	18	account	account	NOUN
emaj-84	206	19	in	in	ADP
emaj-84	206	20	more	more	ADJ
emaj-84	206	21	than	than	ADP
emaj-84	206	22	one	one	NUM
emaj-84	206	23	banks	bank	NOUN
emaj-84	206	24	.	.	PUNCT
emaj-84	207	1	so	so	ADV
emaj-84	207	2	,	,	PUNCT
emaj-84	207	3	there	there	PRON
emaj-84	207	4	is	be	VERB
emaj-84	207	5	no	no	DET
emaj-84	207	6	any	any	DET
emaj-84	207	7	guarantee	guarantee	NOUN
emaj-84	207	8	to	to	ADP
emaj-84	207	9	zemen	zemen	PROPN
emaj-84	207	10	bank	bank	PROPN
emaj-84	207	11	to	to	PART
emaj-84	207	12	retain	retain	VERB
emaj-84	207	13	them	they	PRON
emaj-84	207	14	.	.	PUNCT
emaj-84	208	1	simply	simply	ADV
emaj-84	208	2	,	,	PUNCT
emaj-84	208	3	the	the	DET
emaj-84	208	4	customers	customer	NOUN
emaj-84	208	5	have	have	VERB
emaj-84	208	6	much	much	ADJ
emaj-84	208	7	experience	experience	NOUN
emaj-84	208	8	in	in	ADP
emaj-84	208	9	banking	banking	NOUN
emaj-84	208	10	and	and	CCONJ
emaj-84	208	11	they	they	PRON
emaj-84	208	12	can	can	AUX
emaj-84	208	13	simply	simply	ADV
emaj-84	208	14	shift	shift	VERB
emaj-84	208	15	if	if	SCONJ
emaj-84	208	16	better	well	ADJ
emaj-84	208	17	strategies	strategy	NOUN
emaj-84	208	18	like	like	ADP
emaj-84	208	19	relationship	relationship	NOUN
emaj-84	208	20	marketing	marketing	NOUN
emaj-84	208	21	and	and	CCONJ
emaj-84	208	22	better	well	ADJ
emaj-84	208	23	customer	customer	NOUN
emaj-84	208	24	service	service	NOUN
emaj-84	208	25	are	be	AUX
emaj-84	208	26	provided	provide	VERB
emaj-84	208	27	elsewhere	elsewhere	ADV
emaj-84	208	28	.	.	PUNCT
emaj-84	209	1	when	when	SCONJ
emaj-84	209	2	compared	compare	VERB
emaj-84	209	3	with	with	ADP
emaj-84	209	4	females	female	NOUN
emaj-84	209	5	,	,	PUNCT
emaj-84	209	6	male	male	NOUN
emaj-84	209	7	have	have	VERB
emaj-84	209	8	the	the	DET
emaj-84	209	9	greater	great	ADJ
emaj-84	209	10	tendency	tendency	NOUN
emaj-84	209	11	in	in	ADP
emaj-84	209	12	diversifying	diversify	VERB
emaj-84	209	13	bank	bank	NOUN
emaj-84	209	14	accounts	account	NOUN
emaj-84	209	15	.	.	PUNCT
emaj-84	210	1	this	this	DET
emaj-84	210	2	tendency	tendency	NOUN
emaj-84	210	3	can	can	AUX
emaj-84	210	4	also	also	ADV
emaj-84	210	5	relatively	relatively	ADV
emaj-84	210	6	relate	relate	VERB
emaj-84	210	7	with	with	ADP
emaj-84	210	8	their	their	PRON
emaj-84	210	9	loyalty	loyalty	NOUN
emaj-84	210	10	to	to	ADP
emaj-84	210	11	bank	bank	NOUN
emaj-84	210	12	.	.	PUNCT
emaj-84	211	1	similarly	similarly	ADV
emaj-84	211	2	,	,	PUNCT
emaj-84	211	3	the	the	DET
emaj-84	211	4	finding	finding	NOUN
emaj-84	211	5	of	of	ADP
emaj-84	211	6	ndubisi	ndubisi	PROPN
emaj-84	211	7	(	(	PUNCT
emaj-84	211	8	2005	2005	NUM
emaj-84	211	9	)	)	PUNCT
emaj-84	211	10	shows	show	VERB
emaj-84	211	11	that	that	SCONJ
emaj-84	211	12	,	,	PUNCT
emaj-84	211	13	there	there	PRON
emaj-84	211	14	is	be	VERB
emaj-84	211	15	significant	significant	ADJ
emaj-84	211	16	gender	gender	NOUN
emaj-84	211	17	difference	difference	NOUN
emaj-84	211	18	in	in	ADP
emaj-84	211	19	the	the	DET
emaj-84	211	20	trust	trust	NOUN
emaj-84	211	21	-	-	PUNCT
emaj-84	211	22	loyalty	loyalty	NOUN
emaj-84	211	23	relationship	relationship	NOUN
emaj-84	211	24	.	.	PUNCT
emaj-84	212	1	the	the	DET
emaj-84	212	2	researcher	researcher	NOUN
emaj-84	212	3	underlined	underline	VERB
emaj-84	212	4	that	that	SCONJ
emaj-84	212	5	women	woman	NOUN
emaj-84	212	6	are	be	AUX
emaj-84	212	7	significantly	significantly	ADV
emaj-84	212	8	more	more	ADV
emaj-84	212	9	loyal	loyal	ADJ
emaj-84	212	10	than	than	ADP
emaj-84	212	11	men	man	NOUN
emaj-84	212	12	at	at	ADP
emaj-84	212	13	higher	high	ADJ
emaj-84	212	14	levels	level	NOUN
emaj-84	212	15	of	of	ADP
emaj-84	212	16	trust	trust	NOUN
emaj-84	212	17	in	in	ADP
emaj-84	212	18	the	the	DET
emaj-84	212	19	bank	bank	NOUN
emaj-84	212	20	.	.	PUNCT
emaj-84	213	1	palmatier	palmatier	PROPN
emaj-84	213	2	(	(	PUNCT
emaj-84	213	3	2008	2008	NUM
emaj-84	213	4	)	)	PUNCT
emaj-84	213	5	synthesized	synthesize	VERB
emaj-84	213	6	that	that	SCONJ
emaj-84	213	7	,	,	PUNCT
emaj-84	213	8	increased	increase	VERB
emaj-84	213	9	customer	customer	NOUN
emaj-84	213	10	loyalty	loyalty	NOUN
emaj-84	213	11	represents	represent	VERB
emaj-84	213	12	one	one	NUM
emaj-84	213	13	of	of	ADP
emaj-84	213	14	the	the	DET
emaj-84	213	15	most	most	ADV
emaj-84	213	16	anticipated	anticipated	ADJ
emaj-84	213	17	outcomes	outcome	NOUN
emaj-84	213	18	of	of	ADP
emaj-84	213	19	rm	rm	NOUN
emaj-84	213	20	efforts	effort	NOUN
emaj-84	213	21	.	.	PUNCT
emaj-84	214	1	but	but	CCONJ
emaj-84	214	2	loyalty	loyalty	NOUN
emaj-84	214	3	can	can	AUX
emaj-84	214	4	be	be	AUX
emaj-84	214	5	defined	define	VERB
emaj-84	214	6	and	and	CCONJ
emaj-84	214	7	measured	measure	VERB
emaj-84	214	8	in	in	ADP
emaj-84	214	9	a	a	DET
emaj-84	214	10	plethora	plethora	NOUN
emaj-84	214	11	of	of	ADP
emaj-84	214	12	ways	way	NOUN
emaj-84	214	13	.	.	PUNCT
emaj-84	215	1	conversely	conversely	ADV
emaj-84	215	2	,	,	PUNCT
emaj-84	215	3	this	this	DET
emaj-84	215	4	study	study	NOUN
emaj-84	215	5	found	find	VERB
emaj-84	215	6	that	that	SCONJ
emaj-84	215	7	rm	rm	PROPN
emaj-84	215	8	can	can	AUX
emaj-84	215	9	influence	influence	VERB
emaj-84	215	10	customers	customer	NOUN
emaj-84	215	11	’	'	PUNCT
emaj-84	215	12	loyalty	loyalty	NOUN
emaj-84	215	13	.	.	PUNCT
emaj-84	216	1	in	in	ADP
emaj-84	216	2	addition	addition	NOUN
emaj-84	216	3	,	,	PUNCT
emaj-84	216	4	there	there	PRON
emaj-84	216	5	is	be	VERB
emaj-84	216	6	a	a	DET
emaj-84	216	7	strong	strong	ADJ
emaj-84	216	8	association	association	NOUN
emaj-84	216	9	between	between	ADP
emaj-84	216	10	rm	rm	PROPN
emaj-84	216	11	and	and	CCONJ
emaj-84	216	12	customers	customer	NOUN
emaj-84	216	13	’	’	PART
emaj-84	216	14	loyalty	loyalty	NOUN
emaj-84	216	15	with	with	ADP
emaj-84	216	16	r=0.80	r=0.80	PROPN
emaj-84	216	17	.	.	PUNCT
emaj-84	217	1	the	the	DET
emaj-84	217	2	results	result	NOUN
emaj-84	217	3	of	of	ADP
emaj-84	217	4	chaman	chaman	NOUN
emaj-84	217	5	et	et	PROPN
emaj-84	217	6	al	al	PROPN
emaj-84	217	7	.	.	PROPN
emaj-84	218	1	(	(	PUNCT
emaj-84	218	2	2013	2013	NUM
emaj-84	218	3	)	)	PUNCT
emaj-84	218	4	conducted	conduct	VERB
emaj-84	218	5	on	on	ADP
emaj-84	218	6	both	both	DET
emaj-84	218	7	government	government	NOUN
emaj-84	218	8	and	and	CCONJ
emaj-84	218	9	private	private	ADJ
emaj-84	218	10	banks	bank	NOUN
emaj-84	218	11	indicate	indicate	VERB
emaj-84	218	12	that	that	SCONJ
emaj-84	218	13	,	,	PUNCT
emaj-84	218	14	four	four	NUM
emaj-84	218	15	rm	rm	NOUN
emaj-84	218	16	relationship	relationship	NOUN
emaj-84	218	17	,	,	PUNCT
emaj-84	218	18	bound	bind	VERB
emaj-84	218	19	marketing	marketing	NOUN
emaj-84	218	20	strategy	strategy	NOUN
emaj-84	218	21	have	have	VERB
emaj-84	218	22	a	a	DET
emaj-84	218	23	significant	significant	ADJ
emaj-84	218	24	and	and	CCONJ
emaj-84	218	25	positive	positive	ADJ
emaj-84	218	26	impact	impact	NOUN
emaj-84	218	27	on	on	ADP
emaj-84	218	28	the	the	DET
emaj-84	218	29	loyalty	loyalty	NOUN
emaj-84	218	30	of	of	ADP
emaj-84	218	31	customers	customer	NOUN
emaj-84	218	32	and	and	CCONJ
emaj-84	218	33	preference	preference	NOUN
emaj-84	218	34	of	of	ADP
emaj-84	218	35	impact	impact	NOUN
emaj-84	218	36	of	of	ADP
emaj-84	218	37	these	these	DET
emaj-84	218	38	variables	variable	NOUN
emaj-84	218	39	has	have	AUX
emaj-84	218	40	been	be	AUX
emaj-84	218	41	done	do	VERB
emaj-84	218	42	as	as	ADP
emaj-84	218	43	communication	communication	NOUN
emaj-84	218	44	management	management	NOUN
emaj-84	218	45	,	,	PUNCT
emaj-84	218	46	conflict	conflict	NOUN
emaj-84	218	47	management	management	NOUN
emaj-84	218	48	,	,	PUNCT
emaj-84	218	49	commitment	commitment	NOUN
emaj-84	218	50	and	and	CCONJ
emaj-84	218	51	trust	trust	NOUN
emaj-84	218	52	.	.	PUNCT
emaj-84	219	1	correspondingly	correspondingly	ADV
emaj-84	219	2	,	,	PUNCT
emaj-84	219	3	the	the	DET
emaj-84	219	4	results	result	NOUN
emaj-84	219	5	of	of	ADP
emaj-84	219	6	ndubisi	ndubisi	NOUN
emaj-84	219	7	(	(	PUNCT
emaj-84	219	8	2005	2005	NUM
emaj-84	219	9	)	)	PUNCT
emaj-84	219	10	show	show	VERB
emaj-84	219	11	that	that	SCONJ
emaj-84	219	12	the	the	DET
emaj-84	219	13	four	four	NUM
emaj-84	219	14	underpinnings	underpinning	NOUN
emaj-84	219	15	identified	identify	VERB
emaj-84	219	16	on	on	ADP
emaj-84	219	17	the	the	DET
emaj-84	219	18	study	study	NOUN
emaj-84	219	19	(	(	PUNCT
emaj-84	219	20	namely	namely	ADV
emaj-84	219	21	trust	trust	NOUN
emaj-84	219	22	,	,	PUNCT
emaj-84	219	23	commitment	commitment	NOUN
emaj-84	219	24	,	,	PUNCT
emaj-84	219	25	communication	communication	NOUN
emaj-84	219	26	,	,	PUNCT
emaj-84	219	27	and	and	CCONJ
emaj-84	219	28	conflict	conflict	NOUN
emaj-84	219	29	handling	handling	NOUN
emaj-84	219	30	)	)	PUNCT
emaj-84	219	31	of	of	ADP
emaj-84	219	32	relationship	relationship	NOUN
emaj-84	219	33	marketing	marketing	NOUN
emaj-84	219	34	are	be	AUX
emaj-84	219	35	directly	directly	ADV
emaj-84	219	36	associated	associate	VERB
emaj-84	219	37	with	with	ADP
emaj-84	219	38	customer	customer	NOUN
emaj-84	219	39	loyalty	loyalty	NOUN
emaj-84	219	40	.	.	PUNCT
emaj-84	220	1	anibala	anibala	PROPN
emaj-84	220	2	et	et	PROPN
emaj-84	220	3	al	al	PROPN
emaj-84	220	4	.	.	PROPN
emaj-84	221	1	(	(	PUNCT
emaj-84	221	2	2012	2012	NUM
emaj-84	221	3	)	)	PUNCT
emaj-84	221	4	concluded	conclude	VERB
emaj-84	221	5	that	that	SCONJ
emaj-84	221	6	if	if	SCONJ
emaj-84	221	7	a	a	DET
emaj-84	221	8	bank	bank	NOUN
emaj-84	221	9	wants	want	VERB
emaj-84	221	10	to	to	PART
emaj-84	221	11	achieve	achieve	VERB
emaj-84	221	12	a	a	DET
emaj-84	221	13	high	high	ADJ
emaj-84	221	14	rate	rate	NOUN
emaj-84	221	15	of	of	ADP
emaj-84	221	16	customer	customer	NOUN
emaj-84	221	17	loyalty	loyalty	NOUN
emaj-84	221	18	,	,	PUNCT
emaj-84	221	19	then	then	ADV
emaj-84	221	20	rm	rm	PROPN
emaj-84	221	21	has	have	VERB
emaj-84	221	22	to	to	PART
emaj-84	221	23	be	be	AUX
emaj-84	221	24	considered	consider	VERB
emaj-84	221	25	as	as	ADP
emaj-84	221	26	a	a	DET
emaj-84	221	27	strategy	strategy	NOUN
emaj-84	221	28	.	.	PUNCT
emaj-84	222	1	similarly	similarly	ADV
emaj-84	222	2	,	,	PUNCT
emaj-84	222	3	this	this	DET
emaj-84	222	4	study	study	NOUN
emaj-84	222	5	also	also	ADV
emaj-84	222	6	cautions	caution	VERB
emaj-84	222	7	banks	bank	NOUN
emaj-84	222	8	to	to	PART
emaj-84	222	9	build	build	VERB
emaj-84	222	10	a	a	DET
emaj-84	222	11	better	well	ADJ
emaj-84	222	12	rm	rm	NOUN
emaj-84	222	13	strategy	strategy	NOUN
emaj-84	222	14	to	to	PART
emaj-84	222	15	make	make	VERB
emaj-84	222	16	customers	customer	NOUN
emaj-84	222	17	loyal	loyal	ADJ
emaj-84	222	18	.	.	PUNCT
emaj-84	223	1	specifically	specifically	ADV
emaj-84	223	2	,	,	PUNCT
emaj-84	223	3	the	the	DET
emaj-84	223	4	results	result	NOUN
emaj-84	223	5	suggest	suggest	VERB
emaj-84	223	6	that	that	SCONJ
emaj-84	223	7	in	in	ADP
emaj-84	223	8	order	order	NOUN
emaj-84	223	9	to	to	PART
emaj-84	223	10	build	build	VERB
emaj-84	223	11	loyal	loyal	ADJ
emaj-84	223	12	customers	customer	NOUN
emaj-84	223	13	,	,	PUNCT
emaj-84	223	14	banks	bank	NOUN
emaj-84	223	15	should	should	AUX
emaj-84	223	16	build	build	VERB
emaj-84	223	17	better	well	ADJ
emaj-84	223	18	reciprocity	reciprocity	NOUN
emaj-84	223	19	norm	norm	NOUN
emaj-84	223	20	,	,	PUNCT
emaj-84	223	21	because	because	SCONJ
emaj-84	223	22	gratitude	gratitude	NOUN
emaj-84	223	23	has	have	VERB
emaj-84	223	24	the	the	DET
emaj-84	223	25	highest	high	ADJ
emaj-84	223	26	influencing	influence	VERB
emaj-84	223	27	effect	effect	NOUN
emaj-84	223	28	on	on	ADP
emaj-84	223	29	customers	customer	NOUN
emaj-84	223	30	’	'	PUNCT
emaj-84	223	31	loyalty	loyalty	NOUN
emaj-84	223	32	.	.	PUNCT
emaj-84	224	1	palmatier	palmatier	NOUN
emaj-84	224	2	(	(	PUNCT
emaj-84	224	3	2009	2009	NUM
emaj-84	224	4	)	)	PUNCT
emaj-84	224	5	affirmed	affirm	VERB
emaj-84	224	6	that	that	SCONJ
emaj-84	224	7	“	"	PUNCT
emaj-84	224	8	allowing	allow	VERB
emaj-84	224	9	a	a	DET
emaj-84	224	10	consumer	consumer	NOUN
emaj-84	224	11	to	to	PART
emaj-84	224	12	reciprocate	reciprocate	VERB
emaj-84	224	13	a	a	DET
emaj-84	224	14	feeling	feeling	NOUN
emaj-84	224	15	of	of	ADP
emaj-84	224	16	gratitude	gratitude	NOUN
emaj-84	224	17	converts	convert	VERB
emaj-84	224	18	a	a	DET
emaj-84	224	19	short	short	ADJ
emaj-84	224	20	-	-	PUNCT
emaj-84	224	21	term	term	NOUN
emaj-84	224	22	emotion	emotion	NOUN
emaj-84	224	23	into	into	ADP
emaj-84	224	24	a	a	DET
emaj-84	224	25	long	long	ADV
emaj-84	224	26	-	-	PUNCT
emaj-84	224	27	lasting	last	VERB
emaj-84	224	28	relational	relational	ADJ
emaj-84	224	29	norm	norm	NOUN
emaj-84	224	30	”	"	PUNCT
emaj-84	224	31	.	.	PUNCT
emaj-84	225	1	understanding	understanding	NOUN
emaj-84	225	2	and	and	CCONJ
emaj-84	225	3	managing	manage	VERB
emaj-84	225	4	gratitude	gratitude	NOUN
emaj-84	225	5	and	and	CCONJ
emaj-84	225	6	its	its	PRON
emaj-84	225	7	role	role	NOUN
emaj-84	225	8	in	in	ADP
emaj-84	225	9	building	build	VERB
emaj-84	225	10	and	and	CCONJ
emaj-84	225	11	maintaining	maintain	VERB
emaj-84	225	12	reciprocity	reciprocity	NOUN
emaj-84	225	13	norms	norm	NOUN
emaj-84	225	14	appears	appear	VERB
emaj-84	225	15	to	to	PART
emaj-84	225	16	play	play	VERB
emaj-84	225	17	an	an	DET
emaj-84	225	18	important	important	ADJ
emaj-84	225	19	part	part	NOUN
emaj-84	225	20	in	in	ADP
emaj-84	225	21	effective	effective	ADJ
emaj-84	225	22	relationship	relationship	NOUN
emaj-84	225	23	marketing	marketing	NOUN
emaj-84	225	24	.	.	PUNCT
emaj-84	226	1	baron	baron	NOUN
emaj-84	226	2	et	et	PROPN
emaj-84	226	3	al	al	PROPN
emaj-84	226	4	.	.	PROPN
emaj-84	227	1	(	(	PUNCT
emaj-84	227	2	2010	2010	NUM
emaj-84	227	3	)	)	PUNCT
emaj-84	227	4	asserted	assert	VERB
emaj-84	227	5	that	that	SCONJ
emaj-84	227	6	,	,	PUNCT
emaj-84	227	7	negative	negative	ADJ
emaj-84	227	8	word	word	NOUN
emaj-84	227	9	of	of	ADP
emaj-84	227	10	mouth	mouth	NOUN
emaj-84	227	11	comments	comment	NOUN
emaj-84	227	12	about	about	ADP
emaj-84	227	13	banks	bank	NOUN
emaj-84	227	14	take	take	VERB
emaj-84	227	15	all	all	DET
emaj-84	227	16	the	the	DET
emaj-84	227	17	income	income	NOUN
emaj-84	227	18	and	and	CCONJ
emaj-84	227	19	profits	profit	NOUN
emaj-84	227	20	away	away	ADV
emaj-84	227	21	.	.	PUNCT
emaj-84	228	1	this	this	PRON
emaj-84	228	2	is	be	AUX
emaj-84	228	3	in	in	ADP
emaj-84	228	4	line	line	NOUN
emaj-84	228	5	with	with	ADP
emaj-84	228	6	the	the	DET
emaj-84	228	7	interview	interview	NOUN
emaj-84	228	8	response	response	NOUN
emaj-84	228	9	of	of	ADP
emaj-84	228	10	the	the	DET
emaj-84	228	11	manager	manager	NOUN
emaj-84	228	12	which	which	PRON
emaj-84	228	13	stated	state	VERB
emaj-84	228	14	as	as	ADP
emaj-84	228	15	“	"	PUNCT
emaj-84	228	16	we	we	PRON
emaj-84	228	17	know	know	VERB
emaj-84	228	18	how	how	SCONJ
emaj-84	228	19	much	much	ADJ
emaj-84	228	20	goodwill	goodwill	NOUN
emaj-84	228	21	of	of	ADP
emaj-84	228	22	zemen	zemen	PROPN
emaj-84	228	23	bank	bank	PROPN
emaj-84	228	24	will	will	AUX
emaj-84	228	25	be	be	AUX
emaj-84	228	26	affected	affect	VERB
emaj-84	228	27	if	if	SCONJ
emaj-84	228	28	a	a	DET
emaj-84	228	29	conflict	conflict	NOUN
emaj-84	228	30	left	leave	VERB
emaj-84	228	31	unresolved	unresolved	ADJ
emaj-84	228	32	through	through	ADP
emaj-84	228	33	negative	negative	ADJ
emaj-84	228	34	word	word	NOUN
emaj-84	228	35	of	of	ADP
emaj-84	228	36	mouth	mouth	NOUN
emaj-84	228	37	communication	communication	NOUN
emaj-84	228	38	from	from	ADP
emaj-84	228	39	the	the	DET
emaj-84	228	40	customer	customer	NOUN
emaj-84	228	41	”	"	PUNCT
emaj-84	228	42	.	.	PUNCT
emaj-84	229	1	palmatier	palmatier	NOUN
emaj-84	229	2	(	(	PUNCT
emaj-84	229	3	2009	2009	NUM
emaj-84	229	4	)	)	PUNCT
emaj-84	229	5	,	,	PUNCT
emaj-84	229	6	also	also	ADV
emaj-84	229	7	pointed	point	VERB
emaj-84	229	8	out	out	ADP
emaj-84	229	9	that	that	SCONJ
emaj-84	229	10	“	"	PUNCT
emaj-84	229	11	people	people	NOUN
emaj-84	229	12	pay	pay	VERB
emaj-84	229	13	more	more	ADJ
emaj-84	229	14	attention	attention	NOUN
emaj-84	229	15	to	to	ADP
emaj-84	229	16	negatives	negative	NOUN
emaj-84	229	17	than	than	ADP
emaj-84	229	18	to	to	ADP
emaj-84	229	19	positives	positive	NOUN
emaj-84	229	20	in	in	ADP
emaj-84	229	21	rm	rm	NOUN
emaj-84	229	22	;	;	PUNCT
emaj-84	229	23	even	even	ADV
emaj-84	229	24	hard	hard	ADV
emaj-84	229	25	-	-	PUNCT
emaj-84	229	26	won	win	VERB
emaj-84	229	27	relationships	relationship	NOUN
emaj-84	229	28	can	can	AUX
emaj-84	229	29	suffer	suffer	VERB
emaj-84	229	30	great	great	ADJ
emaj-84	229	31	damage	damage	NOUN
emaj-84	229	32	because	because	SCONJ
emaj-84	229	33	of	of	ADP
emaj-84	229	34	conflict	conflict	NOUN
emaj-84	229	35	”	"	PUNCT
emaj-84	229	36	.	.	PUNCT
emaj-84	230	1	however	however	ADV
emaj-84	230	2	,	,	PUNCT
emaj-84	230	3	in	in	ADP
emaj-84	230	4	this	this	DET
emaj-84	230	5	study	study	NOUN
emaj-84	230	6	,	,	PUNCT
emaj-84	230	7	conflict	conflict	NOUN
emaj-84	230	8	management	management	NOUN
emaj-84	230	9	can	can	AUX
emaj-84	230	10	influence	influence	VERB
emaj-84	230	11	customers	customer	NOUN
emaj-84	230	12	’	’	PART
emaj-84	230	13	loyalty	loyalty	NOUN
emaj-84	230	14	as	as	ADP
emaj-84	230	15	individual	individual	ADJ
emaj-84	230	16	effect	effect	NOUN
emaj-84	230	17	.	.	PUNCT
emaj-84	231	1	contrariwise	contrariwise	ADV
emaj-84	231	2	,	,	PUNCT
emaj-84	231	3	conflict	conflict	NOUN
emaj-84	231	4	management	management	NOUN
emaj-84	231	5	had	have	VERB
emaj-84	231	6	statistically	statistically	ADV
emaj-84	231	7	insignificant	insignificant	ADJ
emaj-84	231	8	and	and	CCONJ
emaj-84	231	9	negligible	negligible	ADJ
emaj-84	231	10	influence	influence	NOUN
emaj-84	231	11	on	on	ADP
emaj-84	231	12	customers	customer	NOUN
emaj-84	231	13	’	'	PUNCT
emaj-84	231	14	loyalty	loyalty	NOUN
emaj-84	231	15	when	when	SCONJ
emaj-84	231	16	it	it	PRON
emaj-84	231	17	is	be	AUX
emaj-84	231	18	regressed	regress	VERB
emaj-84	231	19	as	as	ADP
emaj-84	231	20	cumulative	cumulative	ADJ
emaj-84	231	21	.	.	PUNCT
emaj-84	232	1	3	3	NUM
emaj-84	232	2	conclusions	conclusion	NOUN
emaj-84	232	3	and	and	CCONJ
emaj-84	232	4	recommendations	recommendation	NOUN
emaj-84	232	5	3.3	3.3	NUM
emaj-84	232	6	conclusions	conclusion	NOUN
emaj-84	232	7	baron	baron	NOUN
emaj-84	232	8	et	et	PROPN
emaj-84	232	9	al	al	PROPN
emaj-84	232	10	.	.	PROPN
emaj-84	232	11	,	,	PUNCT
emaj-84	232	12	(	(	PUNCT
emaj-84	232	13	2010	2010	NUM
emaj-84	232	14	)	)	PUNCT
emaj-84	232	15	summarized	summarize	VERB
emaj-84	232	16	that	that	SCONJ
emaj-84	232	17	from	from	ADP
emaj-84	232	18	a	a	DET
emaj-84	232	19	firm	firm	NOUN
emaj-84	232	20	’s	’s	PART
emaj-84	232	21	perspective	perspective	NOUN
emaj-84	232	22	,	,	PUNCT
emaj-84	232	23	relationship	relationship	NOUN
emaj-84	232	24	marketing	marketing	NOUN
emaj-84	232	25	is	be	AUX
emaj-84	232	26	based	base	VERB
emaj-84	232	27	on	on	ADP
emaj-84	232	28	two	two	NUM
emaj-84	232	29	arguments	argument	NOUN
emaj-84	232	30	:	:	PUNCT
emaj-84	232	31	it	it	PRON
emaj-84	232	32	is	be	AUX
emaj-84	232	33	more	more	ADV
emaj-84	232	34	expensive	expensive	ADJ
emaj-84	232	35	to	to	PART
emaj-84	232	36	win	win	VERB
emaj-84	232	37	a	a	DET
emaj-84	232	38	new	new	ADJ
emaj-84	232	39	customer	customer	NOUN
emaj-84	232	40	than	than	SCONJ
emaj-84	232	41	it	it	PRON
emaj-84	232	42	is	be	AUX
emaj-84	232	43	to	to	PART
emaj-84	232	44	retain	retain	VERB
emaj-84	232	45	an	an	DET
emaj-84	232	46	existing	exist	VERB
emaj-84	232	47	one	one	NUM
emaj-84	232	48	.	.	PUNCT
emaj-84	233	1	the	the	PRON
emaj-84	233	2	longer	long	ADJ
emaj-84	233	3	the	the	DET
emaj-84	233	4	association	association	NOUN
emaj-84	233	5	,	,	PUNCT
emaj-84	233	6	the	the	DET
emaj-84	233	7	more	more	ADV
emaj-84	233	8	profitable	profitable	ADJ
emaj-84	233	9	the	the	DET
emaj-84	233	10	relationship	relationship	NOUN
emaj-84	233	11	for	for	ADP
emaj-84	233	12	the	the	DET
emaj-84	233	13	firm	firm	NOUN
emaj-84	233	14	.	.	PUNCT
emaj-84	234	1	volume	volume	NOUN
emaj-84	234	2	5	5	NUM
emaj-84	234	3	no	no	DET
emaj-84	234	4	2	2	NUM
emaj-84	234	5	(	(	PUNCT
emaj-84	234	6	2015	2015	NUM
emaj-84	234	7	)	)	PUNCT
emaj-84	234	8	|	|	ADV
emaj-84	234	9	issn	issn	VERB
emaj-84	234	10	2158	2158	NUM
emaj-84	234	11	-	-	SYM
emaj-84	234	12	8708	8708	NUM
emaj-84	234	13	(	(	PUNCT
emaj-84	234	14	online	online	NOUN
emaj-84	234	15	)	)	PUNCT
emaj-84	235	1	|	|	ADV
emaj-84	235	2	doi	doi	X
emaj-84	235	3	10.5195	10.5195	NUM
emaj-84	235	4	/	/	SYM
emaj-84	235	5	emaj.2015.84	emaj.2015.84	NOUN
emaj-84	235	6	|	|	NOUN
emaj-84	235	7	http://emaj.pitt.edu	http://emaj.pitt.edu	VERB
emaj-84	235	8	the	the	DET
emaj-84	235	9	effect	effect	NOUN
emaj-84	235	10	of	of	ADP
emaj-84	235	11	relationship	relationship	NOUN
emaj-84	235	12	marketing	marketing	NOUN
emaj-84	235	13	on	on	ADP
emaj-84	235	14	customers	customer	NOUN
emaj-84	235	15	’	'	PUNCT
emaj-84	235	16	loyalty	loyalty	NOUN
emaj-84	235	17	(	(	PUNCT
emaj-84	235	18	evidence	evidence	NOUN
emaj-84	235	19	from	from	ADP
emaj-84	235	20	zemen	zemen	PROPN
emaj-84	235	21	bank	bank	PROPN
emaj-84	235	22	)	)	PUNCT
emaj-84	235	23	page	page	NOUN
emaj-84	235	24	|64|	|64|	NOUN
emaj-84	235	25	emerging	emerge	VERB
emaj-84	235	26	markets	market	NOUN
emaj-84	235	27	journal	journal	NOUN
emaj-84	235	28	whilst	whilst	SCONJ
emaj-84	235	29	it	it	PRON
emaj-84	235	30	would	would	AUX
emaj-84	235	31	depend	depend	VERB
emaj-84	235	32	on	on	ADP
emaj-84	235	33	the	the	DET
emaj-84	235	34	individual	individual	NOUN
emaj-84	235	35	,	,	PUNCT
emaj-84	235	36	it	it	PRON
emaj-84	235	37	is	be	AUX
emaj-84	235	38	claimed	claim	VERB
emaj-84	235	39	that	that	SCONJ
emaj-84	235	40	getting	get	VERB
emaj-84	235	41	a	a	DET
emaj-84	235	42	new	new	ADJ
emaj-84	235	43	customer	customer	NOUN
emaj-84	235	44	is	be	AUX
emaj-84	235	45	five	five	NUM
emaj-84	235	46	to	to	PART
emaj-84	235	47	ten	ten	NUM
emaj-84	235	48	times	time	NOUN
emaj-84	235	49	more	more	ADV
emaj-84	235	50	expensive	expensive	ADJ
emaj-84	235	51	than	than	ADP
emaj-84	235	52	retaining	retain	VERB
emaj-84	235	53	one	one	NUM
emaj-84	235	54	.	.	PUNCT
emaj-84	236	1	this	this	DET
emaj-84	236	2	research	research	NOUN
emaj-84	236	3	provides	provide	VERB
emaj-84	236	4	empirical	empirical	ADJ
emaj-84	236	5	evidence	evidence	NOUN
emaj-84	236	6	for	for	ADP
emaj-84	236	7	the	the	DET
emaj-84	236	8	influence	influence	NOUN
emaj-84	236	9	on	on	ADP
emaj-84	236	10	customer	customer	NOUN
emaj-84	236	11	loyalty	loyalty	NOUN
emaj-84	236	12	of	of	ADP
emaj-84	236	13	five	five	NUM
emaj-84	236	14	underpinnings	underpinning	NOUN
emaj-84	236	15	of	of	ADP
emaj-84	236	16	relationship	relationship	NOUN
emaj-84	236	17	marketing	marketing	NOUN
emaj-84	236	18	:	:	PUNCT
emaj-84	236	19	trust	trust	NOUN
emaj-84	236	20	,	,	PUNCT
emaj-84	236	21	commitment	commitment	NOUN
emaj-84	236	22	,	,	PUNCT
emaj-84	236	23	conflict	conflict	NOUN
emaj-84	236	24	handling	handling	NOUN
emaj-84	236	25	,	,	PUNCT
emaj-84	236	26	communication	communication	NOUN
emaj-84	236	27	,	,	PUNCT
emaj-84	236	28	and	and	CCONJ
emaj-84	236	29	gratitude	gratitude	NOUN
emaj-84	236	30	.	.	PUNCT
emaj-84	237	1	rm	rm	NOUN
emaj-84	237	2	constructs	construct	NOUN
emaj-84	237	3	are	be	AUX
emaj-84	237	4	identified	identify	VERB
emaj-84	237	5	from	from	ADP
emaj-84	237	6	the	the	DET
emaj-84	237	7	literature	literature	NOUN
emaj-84	237	8	,	,	PUNCT
emaj-84	237	9	integrated	integrate	VERB
emaj-84	237	10	in	in	ADP
emaj-84	237	11	the	the	DET
emaj-84	237	12	proposed	propose	VERB
emaj-84	237	13	model	model	NOUN
emaj-84	237	14	,	,	PUNCT
emaj-84	237	15	and	and	CCONJ
emaj-84	237	16	linked	link	VERB
emaj-84	237	17	with	with	ADP
emaj-84	237	18	customers	customer	NOUN
emaj-84	237	19	’	'	PUNCT
emaj-84	237	20	loyalty	loyalty	NOUN
emaj-84	237	21	.	.	PUNCT
emaj-84	238	1	in	in	ADP
emaj-84	238	2	addition	addition	NOUN
emaj-84	238	3	,	,	PUNCT
emaj-84	238	4	the	the	DET
emaj-84	238	5	mediating	mediate	VERB
emaj-84	238	6	effect	effect	NOUN
emaj-84	238	7	of	of	ADP
emaj-84	238	8	top	top	ADJ
emaj-84	238	9	management	management	NOUN
emaj-84	238	10	commitment	commitment	NOUN
emaj-84	238	11	with	with	ADP
emaj-84	238	12	rm	rm	PROPN
emaj-84	238	13	and	and	CCONJ
emaj-84	238	14	customers	customer	NOUN
emaj-84	238	15	’	'	PUNCT
emaj-84	238	16	loyalty	loyalty	NOUN
emaj-84	238	17	are	be	AUX
emaj-84	238	18	also	also	ADV
emaj-84	238	19	investigated	investigate	VERB
emaj-84	238	20	.	.	PUNCT
emaj-84	239	1	this	this	DET
emaj-84	239	2	study	study	NOUN
emaj-84	239	3	tries	try	VERB
emaj-84	239	4	to	to	PART
emaj-84	239	5	validate	validate	VERB
emaj-84	239	6	that	that	PRON
emaj-84	239	7	,	,	PUNCT
emaj-84	239	8	in	in	ADP
emaj-84	239	9	zemen	zemen	PROPN
emaj-84	239	10	bank	bank	NOUN
emaj-84	239	11	;	;	PUNCT
emaj-84	239	12	relationship	relationship	NOUN
emaj-84	239	13	marketing	marketing	NOUN
emaj-84	239	14	underpinnings	underpinning	NOUN
emaj-84	239	15	had	have	VERB
emaj-84	239	16	effect	effect	NOUN
emaj-84	239	17	on	on	ADP
emaj-84	239	18	customers	customer	NOUN
emaj-84	239	19	’	'	PUNCT
emaj-84	239	20	loyalty	loyalty	NOUN
emaj-84	239	21	.	.	PUNCT
emaj-84	240	1	overall	overall	ADV
emaj-84	240	2	,	,	PUNCT
emaj-84	240	3	all	all	DET
emaj-84	240	4	relationship	relationship	NOUN
emaj-84	240	5	marketing	marketing	NOUN
emaj-84	240	6	underpinnings	underpinning	NOUN
emaj-84	240	7	such	such	ADJ
emaj-84	240	8	as	as	ADP
emaj-84	240	9	trust	trust	NOUN
emaj-84	240	10	,	,	PUNCT
emaj-84	240	11	commitment	commitment	NOUN
emaj-84	240	12	,	,	PUNCT
emaj-84	240	13	conflict	conflict	NOUN
emaj-84	240	14	management	management	NOUN
emaj-84	240	15	,	,	PUNCT
emaj-84	240	16	communication	communication	NOUN
emaj-84	240	17	,	,	PUNCT
emaj-84	240	18	and	and	CCONJ
emaj-84	240	19	gratitude	gratitude	NOUN
emaj-84	240	20	have	have	VERB
emaj-84	240	21	positive	positive	ADJ
emaj-84	240	22	and	and	CCONJ
emaj-84	240	23	moderate	moderate	ADJ
emaj-84	240	24	relationship	relationship	NOUN
emaj-84	240	25	with	with	ADP
emaj-84	240	26	customers	customer	NOUN
emaj-84	240	27	’	'	PUNCT
emaj-84	240	28	loyalty	loyalty	NOUN
emaj-84	240	29	.	.	PUNCT
emaj-84	241	1	moreover	moreover	ADV
emaj-84	241	2	,	,	PUNCT
emaj-84	241	3	when	when	SCONJ
emaj-84	241	4	the	the	DET
emaj-84	241	5	rm	rm	NOUN
emaj-84	241	6	underpinnings	underpinning	NOUN
emaj-84	241	7	are	be	AUX
emaj-84	241	8	linearly	linearly	ADV
emaj-84	241	9	regressed	regress	VERB
emaj-84	241	10	,	,	PUNCT
emaj-84	241	11	they	they	PRON
emaj-84	241	12	had	have	VERB
emaj-84	241	13	cause	cause	NOUN
emaj-84	241	14	and	and	CCONJ
emaj-84	241	15	effect	effect	VERB
emaj-84	241	16	relationship	relationship	NOUN
emaj-84	241	17	with	with	ADP
emaj-84	241	18	customers	customer	NOUN
emaj-84	241	19	’	'	PUNCT
emaj-84	241	20	loyalty	loyalty	NOUN
emaj-84	241	21	at	at	ADP
emaj-84	241	22	statistically	statistically	ADV
emaj-84	241	23	significant	significant	ADJ
emaj-84	241	24	p<0.01	p<0.01	PROPN
emaj-84	241	25	.	.	PUNCT
emaj-84	242	1	however	however	ADV
emaj-84	242	2	,	,	PUNCT
emaj-84	242	3	when	when	SCONJ
emaj-84	242	4	they	they	PRON
emaj-84	242	5	are	be	AUX
emaj-84	242	6	regressed	regress	VERB
emaj-84	242	7	as	as	ADP
emaj-84	242	8	multiple	multiple	ADJ
emaj-84	242	9	,	,	PUNCT
emaj-84	242	10	conflict	conflict	NOUN
emaj-84	242	11	management	management	NOUN
emaj-84	242	12	can	can	AUX
emaj-84	242	13	not	not	PART
emaj-84	242	14	predict	predict	VERB
emaj-84	242	15	customers	customer	NOUN
emaj-84	242	16	’	’	PART
emaj-84	242	17	loyalty	loyalty	NOUN
emaj-84	242	18	since	since	SCONJ
emaj-84	242	19	pvalue	pvalue	NOUN
emaj-84	242	20	is	be	AUX
emaj-84	242	21	not	not	PART
emaj-84	242	22	less	less	ADJ
emaj-84	242	23	than	than	ADP
emaj-84	242	24	0.05	0.05	NUM
emaj-84	242	25	.	.	PUNCT
emaj-84	243	1	this	this	PRON
emaj-84	243	2	is	be	AUX
emaj-84	243	3	an	an	DET
emaj-84	243	4	important	important	ADJ
emaj-84	243	5	finding	finding	NOUN
emaj-84	243	6	for	for	ADP
emaj-84	243	7	companies	company	NOUN
emaj-84	243	8	that	that	PRON
emaj-84	243	9	need	need	VERB
emaj-84	243	10	to	to	PART
emaj-84	243	11	emphasize	emphasize	VERB
emaj-84	243	12	the	the	DET
emaj-84	243	13	influence	influence	NOUN
emaj-84	243	14	of	of	ADP
emaj-84	243	15	rm	rm	PROPN
emaj-84	243	16	constructs	construct	NOUN
emaj-84	243	17	on	on	ADP
emaj-84	243	18	customers	customer	NOUN
emaj-84	243	19	,	,	PUNCT
emaj-84	243	20	loyalty	loyalty	NOUN
emaj-84	243	21	.	.	PUNCT
emaj-84	244	1	on	on	ADP
emaj-84	244	2	the	the	DET
emaj-84	244	3	other	other	ADJ
emaj-84	244	4	hand	hand	NOUN
emaj-84	244	5	,	,	PUNCT
emaj-84	244	6	as	as	ADP
emaj-84	244	7	a	a	DET
emaj-84	244	8	mediating	mediate	VERB
emaj-84	244	9	variable	variable	NOUN
emaj-84	244	10	,	,	PUNCT
emaj-84	244	11	top	top	ADJ
emaj-84	244	12	management	management	NOUN
emaj-84	244	13	commitment	commitment	NOUN
emaj-84	244	14	satisfied	satisfy	VERB
emaj-84	244	15	all	all	DET
emaj-84	244	16	the	the	DET
emaj-84	244	17	given	give	VERB
emaj-84	244	18	conditions	condition	NOUN
emaj-84	244	19	with	with	ADP
emaj-84	244	20	statistical	statistical	ADJ
emaj-84	244	21	significance	significance	NOUN
emaj-84	244	22	and	and	CCONJ
emaj-84	244	23	criterion	criterion	NOUN
emaj-84	244	24	.	.	PUNCT
emaj-84	245	1	therefore	therefore	ADV
emaj-84	245	2	,	,	PUNCT
emaj-84	245	3	management	management	NOUN
emaj-84	245	4	commitment	commitment	NOUN
emaj-84	245	5	had	have	VERB
emaj-84	245	6	the	the	DET
emaj-84	245	7	mediating	mediate	VERB
emaj-84	245	8	effect	effect	NOUN
emaj-84	245	9	between	between	ADP
emaj-84	245	10	rm	rm	NOUN
emaj-84	245	11	underpinnings	underpinning	NOUN
emaj-84	245	12	and	and	CCONJ
emaj-84	245	13	customers	customer	NOUN
emaj-84	245	14	loyalty	loyalty	NOUN
emaj-84	245	15	.	.	PUNCT
emaj-84	246	1	moreover	moreover	ADV
emaj-84	246	2	,	,	PUNCT
emaj-84	246	3	when	when	SCONJ
emaj-84	246	4	evaluated	evaluate	VERB
emaj-84	246	5	in	in	ADP
emaj-84	246	6	general	general	ADJ
emaj-84	246	7	,	,	PUNCT
emaj-84	246	8	the	the	DET
emaj-84	246	9	factors	factor	NOUN
emaj-84	246	10	that	that	PRON
emaj-84	246	11	have	have	VERB
emaj-84	246	12	the	the	DET
emaj-84	246	13	greatest	great	ADJ
emaj-84	246	14	impact	impact	NOUN
emaj-84	246	15	on	on	ADP
emaj-84	246	16	customers	customer	NOUN
emaj-84	246	17	’	'	PUNCT
emaj-84	246	18	loyalty	loyalty	NOUN
emaj-84	246	19	are	be	AUX
emaj-84	246	20	gratitude	gratitude	NOUN
emaj-84	246	21	and	and	CCONJ
emaj-84	246	22	commitment	commitment	NOUN
emaj-84	246	23	.	.	PUNCT
emaj-84	247	1	conflict	conflict	NOUN
emaj-84	247	2	management	management	NOUN
emaj-84	247	3	has	have	VERB
emaj-84	247	4	a	a	DET
emaj-84	247	5	negligent	negligent	ADJ
emaj-84	247	6	and	and	CCONJ
emaj-84	247	7	statistically	statistically	ADV
emaj-84	247	8	insignificant	insignificant	ADJ
emaj-84	247	9	positive	positive	ADJ
emaj-84	247	10	effect	effect	NOUN
emaj-84	247	11	.	.	PUNCT
emaj-84	248	1	after	after	ADP
emaj-84	248	2	validation	validation	NOUN
emaj-84	248	3	,	,	PUNCT
emaj-84	248	4	among	among	ADP
emaj-84	248	5	the	the	DET
emaj-84	248	6	6	6	NUM
emaj-84	248	7	hypothesis	hypothesis	NOUN
emaj-84	248	8	developed	develop	VERB
emaj-84	248	9	,	,	PUNCT
emaj-84	248	10	all	all	PRON
emaj-84	248	11	of	of	ADP
emaj-84	248	12	them	they	PRON
emaj-84	248	13	are	be	AUX
emaj-84	248	14	approved	approve	VERB
emaj-84	248	15	.	.	PUNCT
emaj-84	249	1	an	an	DET
emaj-84	249	2	interesting	interesting	ADJ
emaj-84	249	3	finding	finding	NOUN
emaj-84	249	4	revealed	reveal	VERB
emaj-84	249	5	that	that	SCONJ
emaj-84	249	6	,	,	PUNCT
emaj-84	249	7	gratitude	gratitude	NOUN
emaj-84	249	8	is	be	AUX
emaj-84	249	9	the	the	DET
emaj-84	249	10	key	key	ADJ
emaj-84	249	11	influencer	influencer	NOUN
emaj-84	249	12	of	of	ADP
emaj-84	249	13	customers	customer	NOUN
emaj-84	249	14	’	'	PUNCT
emaj-84	249	15	loyalty	loyalty	NOUN
emaj-84	249	16	by	by	ADP
emaj-84	249	17	preceding	precede	VERB
emaj-84	249	18	popular	popular	ADJ
emaj-84	249	19	findings	finding	NOUN
emaj-84	249	20	like	like	ADP
emaj-84	249	21	commitment	commitment	NOUN
emaj-84	249	22	and	and	CCONJ
emaj-84	249	23	trust	trust	NOUN
emaj-84	249	24	in	in	ADP
emaj-84	249	25	other	other	ADJ
emaj-84	249	26	several	several	ADJ
emaj-84	249	27	studies	study	NOUN
emaj-84	249	28	.	.	PUNCT
emaj-84	250	1	however	however	ADV
emaj-84	250	2	,	,	PUNCT
emaj-84	250	3	palmatier	palmatier	NOUN
emaj-84	250	4	,	,	PUNCT
emaj-84	250	5	et	et	PROPN
emaj-84	250	6	al	al	PROPN
emaj-84	250	7	.	.	PUNCT
emaj-84	250	8	(	(	PUNCT
emaj-84	250	9	2009	2009	NUM
emaj-84	250	10	)	)	PUNCT
emaj-84	250	11	,	,	PUNCT
emaj-84	250	12	claimed	claim	VERB
emaj-84	250	13	that	that	SCONJ
emaj-84	250	14	marketing	marketing	NOUN
emaj-84	250	15	research	research	NOUN
emaj-84	250	16	that	that	PRON
emaj-84	250	17	neglects	neglect	VERB
emaj-84	250	18	gratitude	gratitude	NOUN
emaj-84	250	19	and	and	CCONJ
emaj-84	250	20	focuses	focus	VERB
emaj-84	250	21	exclusively	exclusively	ADV
emaj-84	250	22	on	on	ADP
emaj-84	250	23	trust	trust	NOUN
emaj-84	250	24	and	and	CCONJ
emaj-84	250	25	commitment	commitment	NOUN
emaj-84	250	26	may	may	AUX
emaj-84	250	27	fail	fail	VERB
emaj-84	250	28	to	to	PART
emaj-84	250	29	capture	capture	VERB
emaj-84	250	30	the	the	DET
emaj-84	250	31	full	full	ADJ
emaj-84	250	32	effects	effect	NOUN
emaj-84	250	33	of	of	ADP
emaj-84	250	34	rm	rm	NOUN
emaj-84	250	35	and	and	CCONJ
emaj-84	250	36	may	may	AUX
emaj-84	250	37	systematically	systematically	ADV
emaj-84	250	38	underestimate	underestimate	VERB
emaj-84	250	39	the	the	DET
emaj-84	250	40	true	true	ADJ
emaj-84	250	41	return	return	NOUN
emaj-84	250	42	on	on	ADP
emaj-84	250	43	investment	investment	NOUN
emaj-84	250	44	of	of	ADP
emaj-84	250	45	rm	rm	NOUN
emaj-84	250	46	activities	activity	NOUN
emaj-84	250	47	.	.	PUNCT
emaj-84	251	1	in	in	ADP
emaj-84	251	2	addition	addition	NOUN
emaj-84	251	3	,	,	PUNCT
emaj-84	251	4	bankers	banker	NOUN
emaj-84	251	5	should	should	AUX
emaj-84	251	6	focus	focus	VERB
emaj-84	251	7	on	on	ADP
emaj-84	251	8	developing	develop	VERB
emaj-84	251	9	gratitude	gratitude	NOUN
emaj-84	251	10	by	by	ADP
emaj-84	251	11	applying	apply	VERB
emaj-84	251	12	reciprocity	reciprocity	NOUN
emaj-84	251	13	norms	norm	NOUN
emaj-84	251	14	(	(	PUNCT
emaj-84	251	15	giving	give	VERB
emaj-84	251	16	and	and	CCONJ
emaj-84	251	17	receiving	receiving	NOUN
emaj-84	251	18	)	)	PUNCT
emaj-84	251	19	,	,	PUNCT
emaj-84	251	20	because	because	SCONJ
emaj-84	251	21	gratitude	gratitude	NOUN
emaj-84	251	22	had	have	VERB
emaj-84	251	23	strong	strong	ADJ
emaj-84	251	24	correlation	correlation	NOUN
emaj-84	251	25	and	and	CCONJ
emaj-84	251	26	prioritized	prioritize	VERB
emaj-84	251	27	effect	effect	NOUN
emaj-84	251	28	on	on	ADP
emaj-84	251	29	customers	customer	NOUN
emaj-84	251	30	loyalty	loyalty	NOUN
emaj-84	251	31	when	when	SCONJ
emaj-84	251	32	compared	compare	VERB
emaj-84	251	33	to	to	ADP
emaj-84	251	34	others	other	NOUN
emaj-84	251	35	.	.	PUNCT
emaj-84	252	1	3.4	3.4	NUM
emaj-84	252	2	recommendations	recommendation	NOUN
emaj-84	252	3	as	as	SCONJ
emaj-84	252	4	discussed	discuss	VERB
emaj-84	252	5	earlier	early	ADV
emaj-84	252	6	,	,	PUNCT
emaj-84	252	7	flambard	flambard	NOUN
emaj-84	252	8	-	-	PUNCT
emaj-84	252	9	ruaud	ruaud	NOUN
emaj-84	252	10	(	(	PUNCT
emaj-84	252	11	2005	2005	NUM
emaj-84	252	12	)	)	PUNCT
emaj-84	252	13	stated	state	VERB
emaj-84	252	14	that	that	SCONJ
emaj-84	252	15	at	at	ADP
emaj-84	252	16	the	the	DET
emaj-84	252	17	centre	centre	NOUN
emaj-84	252	18	of	of	ADP
emaj-84	252	19	the	the	DET
emaj-84	252	20	relationship	relationship	NOUN
emaj-84	252	21	marketing	marketing	NOUN
emaj-84	252	22	paradigm	paradigm	NOUN
emaj-84	252	23	is	be	AUX
emaj-84	252	24	the	the	DET
emaj-84	252	25	notion	notion	NOUN
emaj-84	252	26	that	that	PRON
emaj-84	252	27	makes	make	VERB
emaj-84	252	28	existing	exist	VERB
emaj-84	252	29	clients	client	NOUN
emaj-84	252	30	essential	essential	ADJ
emaj-84	252	31	for	for	ADP
emaj-84	252	32	long	long	ADJ
emaj-84	252	33	-	-	PUNCT
emaj-84	252	34	term	term	NOUN
emaj-84	252	35	profitability	profitability	NOUN
emaj-84	252	36	.	.	PUNCT
emaj-84	253	1	several	several	ADJ
emaj-84	253	2	researchers	researcher	NOUN
emaj-84	253	3	’	'	PUNCT
emaj-84	253	4	agreed	agree	VERB
emaj-84	253	5	on	on	ADP
emaj-84	253	6	the	the	DET
emaj-84	253	7	importance	importance	NOUN
emaj-84	253	8	of	of	ADP
emaj-84	253	9	rm	rm	PROPN
emaj-84	253	10	as	as	ADP
emaj-84	253	11	the	the	DET
emaj-84	253	12	influence	influence	NOUN
emaj-84	253	13	of	of	ADP
emaj-84	253	14	customers	customer	NOUN
emaj-84	253	15	’	'	PUNCT
emaj-84	253	16	loyalty	loyalty	NOUN
emaj-84	253	17	.	.	PUNCT
emaj-84	254	1	every	every	DET
emaj-84	254	2	business	business	NOUN
emaj-84	254	3	organization	organization	NOUN
emaj-84	254	4	is	be	AUX
emaj-84	254	5	working	work	VERB
emaj-84	254	6	for	for	ADP
emaj-84	254	7	profit	profit	NOUN
emaj-84	254	8	.	.	PUNCT
emaj-84	255	1	so	so	ADV
emaj-84	255	2	,	,	PUNCT
emaj-84	255	3	retaining	retain	VERB
emaj-84	255	4	clients	client	NOUN
emaj-84	255	5	by	by	ADP
emaj-84	255	6	developing	develop	VERB
emaj-84	255	7	relationships	relationship	NOUN
emaj-84	255	8	with	with	ADP
emaj-84	255	9	them	they	PRON
emaj-84	255	10	is	be	AUX
emaj-84	255	11	crucial	crucial	ADJ
emaj-84	255	12	to	to	PART
emaj-84	255	13	establish	establish	VERB
emaj-84	255	14	and	and	CCONJ
emaj-84	255	15	maintain	maintain	VERB
emaj-84	255	16	a	a	DET
emaj-84	255	17	competitive	competitive	ADJ
emaj-84	255	18	advantage	advantage	NOUN
emaj-84	255	19	in	in	ADP
emaj-84	255	20	the	the	DET
emaj-84	255	21	market	market	NOUN
emaj-84	255	22	.	.	PUNCT
emaj-84	256	1	so	so	ADV
emaj-84	256	2	,	,	PUNCT
emaj-84	256	3	even	even	ADV
emaj-84	256	4	if	if	SCONJ
emaj-84	256	5	the	the	DET
emaj-84	256	6	data	datum	NOUN
emaj-84	256	7	are	be	AUX
emaj-84	256	8	collected	collect	VERB
emaj-84	256	9	from	from	ADP
emaj-84	256	10	only	only	ADJ
emaj-84	256	11	zemen	zemen	PROPN
emaj-84	256	12	bank	bank	PROPN
emaj-84	256	13	customers	customer	NOUN
emaj-84	256	14	’	'	PUNCT
emaj-84	256	15	,	,	PUNCT
emaj-84	256	16	the	the	DET
emaj-84	256	17	recommendation	recommendation	NOUN
emaj-84	256	18	can	can	AUX
emaj-84	256	19	be	be	AUX
emaj-84	256	20	applicable	applicable	ADJ
emaj-84	256	21	for	for	ADP
emaj-84	256	22	ethiopian	ethiopian	ADJ
emaj-84	256	23	banking	banking	NOUN
emaj-84	256	24	industry	industry	NOUN
emaj-84	256	25	.	.	PUNCT
emaj-84	257	1	this	this	PRON
emaj-84	257	2	is	be	AUX
emaj-84	257	3	also	also	ADV
emaj-84	257	4	supported	support	VERB
emaj-84	257	5	because	because	SCONJ
emaj-84	257	6	majority	majority	NOUN
emaj-84	257	7	of	of	ADP
emaj-84	257	8	the	the	DET
emaj-84	257	9	customers	customer	NOUN
emaj-84	257	10	have	have	VERB
emaj-84	257	11	different	different	ADJ
emaj-84	257	12	banking	banking	NOUN
emaj-84	257	13	experience	experience	NOUN
emaj-84	257	14	.	.	PUNCT
emaj-84	258	1	there	there	PRON
emaj-84	258	2	is	be	VERB
emaj-84	258	3	also	also	ADV
emaj-84	258	4	an	an	DET
emaj-84	258	5	important	important	ADJ
emaj-84	258	6	finding	finding	NOUN
emaj-84	258	7	for	for	ADP
emaj-84	258	8	companies	company	NOUN
emaj-84	258	9	which	which	PRON
emaj-84	258	10	signals	signal	VERB
emaj-84	258	11	that	that	SCONJ
emaj-84	258	12	they	they	PRON
emaj-84	258	13	need	need	VERB
emaj-84	258	14	to	to	PART
emaj-84	258	15	emphasize	emphasize	VERB
emaj-84	258	16	relationship	relationship	NOUN
emaj-84	258	17	marketing	marketing	NOUN
emaj-84	258	18	underpinnings	underpinning	NOUN
emaj-84	258	19	especially	especially	ADV
emaj-84	258	20	for	for	ADP
emaj-84	258	21	males	male	NOUN
emaj-84	258	22	,	,	PUNCT
emaj-84	258	23	since	since	SCONJ
emaj-84	258	24	males	male	NOUN
emaj-84	258	25	had	have	VERB
emaj-84	258	26	high	high	ADJ
emaj-84	258	27	tendency	tendency	NOUN
emaj-84	258	28	of	of	ADP
emaj-84	258	29	testing	testing	NOUN
emaj-84	258	30	services	service	NOUN
emaj-84	258	31	of	of	ADP
emaj-84	258	32	different	different	ADJ
emaj-84	258	33	banks	bank	NOUN
emaj-84	258	34	when	when	SCONJ
emaj-84	258	35	compared	compare	VERB
emaj-84	258	36	to	to	ADP
emaj-84	258	37	females	female	NOUN
emaj-84	258	38	.	.	PUNCT
emaj-84	259	1	with	with	ADP
emaj-84	259	2	respect	respect	NOUN
emaj-84	259	3	to	to	ADP
emaj-84	259	4	income	income	NOUN
emaj-84	259	5	,	,	PUNCT
emaj-84	259	6	bankers	banker	NOUN
emaj-84	259	7	should	should	AUX
emaj-84	259	8	carefully	carefully	ADV
emaj-84	259	9	segment	segment	VERB
emaj-84	259	10	customers	customer	NOUN
emaj-84	259	11	depending	depend	VERB
emaj-84	259	12	on	on	ADP
emaj-84	259	13	their	their	PRON
emaj-84	259	14	income	income	NOUN
emaj-84	259	15	and	and	CCONJ
emaj-84	259	16	deposit	deposit	NOUN
emaj-84	259	17	and	and	CCONJ
emaj-84	259	18	give	give	VERB
emaj-84	259	19	due	due	ADJ
emaj-84	259	20	attention	attention	NOUN
emaj-84	259	21	for	for	ADP
emaj-84	259	22	customers	customer	NOUN
emaj-84	259	23	’	'	PUNCT
emaj-84	259	24	who	who	PRON
emaj-84	259	25	have	have	VERB
emaj-84	259	26	higher	high	ADJ
emaj-84	259	27	income	income	NOUN
emaj-84	259	28	since	since	SCONJ
emaj-84	259	29	when	when	SCONJ
emaj-84	259	30	compared	compare	VERB
emaj-84	259	31	to	to	ADP
emaj-84	259	32	customers	customer	NOUN
emaj-84	259	33	who	who	PRON
emaj-84	259	34	have	have	VERB
emaj-84	259	35	lower	low	ADJ
emaj-84	259	36	income	income	NOUN
emaj-84	259	37	,	,	PUNCT
emaj-84	259	38	higher	high	ADJ
emaj-84	259	39	income	income	NOUN
emaj-84	259	40	customers	customer	NOUN
emaj-84	259	41	had	have	VERB
emaj-84	259	42	greater	great	ADJ
emaj-84	259	43	tendency	tendency	NOUN
emaj-84	259	44	to	to	PART
emaj-84	259	45	test	test	VERB
emaj-84	259	46	services	service	NOUN
emaj-84	259	47	of	of	ADP
emaj-84	259	48	different	different	ADJ
emaj-84	259	49	banks	bank	NOUN
emaj-84	259	50	.	.	PUNCT
emaj-84	260	1	specifically	specifically	ADV
emaj-84	260	2	,	,	PUNCT
emaj-84	260	3	zemen	zemen	PROPN
emaj-84	260	4	bank	bank	PROPN
emaj-84	260	5	should	should	AUX
emaj-84	260	6	focus	focus	VERB
emaj-84	260	7	on	on	ADP
emaj-84	260	8	general	general	ADJ
emaj-84	260	9	points	point	NOUN
emaj-84	260	10	like	like	ADP
emaj-84	260	11	branch	branch	NOUN
emaj-84	260	12	variety	variety	NOUN
emaj-84	260	13	.	.	PUNCT
emaj-84	261	1	majority	majority	NOUN
emaj-84	261	2	of	of	ADP
emaj-84	261	3	the	the	DET
emaj-84	261	4	customers	customer	NOUN
emaj-84	261	5	underlined	underline	VERB
emaj-84	261	6	one	one	NUM
emaj-84	261	7	branch	branch	NOUN
emaj-84	261	8	strategy	strategy	NOUN
emaj-84	261	9	of	of	ADP
emaj-84	261	10	zemen	zemen	PROPN
emaj-84	261	11	bank	bank	PROPN
emaj-84	261	12	as	as	ADP
emaj-84	261	13	the	the	DET
emaj-84	261	14	problem	problem	NOUN
emaj-84	261	15	.	.	PUNCT
emaj-84	262	1	moreover	moreover	ADV
emaj-84	262	2	,	,	PUNCT
emaj-84	262	3	there	there	PRON
emaj-84	262	4	are	be	VERB
emaj-84	262	5	outlying	outlying	ADJ
emaj-84	262	6	questions	question	NOUN
emaj-84	262	7	whose	whose	DET
emaj-84	262	8	means	mean	NOUN
emaj-84	262	9	are	be	AUX
emaj-84	262	10	too	too	ADV
emaj-84	262	11	far	far	ADV
emaj-84	262	12	from	from	ADP
emaj-84	262	13	grand	grand	ADJ
emaj-84	262	14	mean	mean	NOUN
emaj-84	262	15	,	,	PUNCT
emaj-84	262	16	which	which	PRON
emaj-84	262	17	shows	show	VERB
emaj-84	262	18	the	the	DET
emaj-84	262	19	relative	relative	ADJ
emaj-84	262	20	neutrality	neutrality	NOUN
emaj-84	262	21	than	than	ADP
emaj-84	262	22	agreement	agreement	NOUN
emaj-84	262	23	on	on	ADP
emaj-84	262	24	the	the	DET
emaj-84	262	25	questions	question	NOUN
emaj-84	262	26	.	.	PUNCT
emaj-84	263	1	those	those	PRON
emaj-84	263	2	include	include	VERB
emaj-84	263	3	(	(	PUNCT
emaj-84	263	4	1	1	X
emaj-84	263	5	.	.	PUNCT
emaj-84	264	1	the	the	DET
emaj-84	264	2	bank	bank	NOUN
emaj-84	264	3	is	be	AUX
emaj-84	264	4	flexible	flexible	ADJ
emaj-84	264	5	when	when	SCONJ
emaj-84	264	6	its	its	PRON
emaj-84	264	7	services	service	NOUN
emaj-84	264	8	change	change	VERB
emaj-84	264	9	;	;	PUNCT
emaj-84	264	10	2	2	X
emaj-84	264	11	.	.	X
emaj-84	265	1	the	the	DET
emaj-84	265	2	bank	bank	NOUN
emaj-84	265	3	shows	show	VERB
emaj-84	265	4	attention	attention	NOUN
emaj-84	265	5	to	to	ADP
emaj-84	265	6	my	my	PRON
emaj-84	265	7	financial	financial	ADJ
emaj-84	265	8	needs	need	NOUN
emaj-84	265	9	,	,	PUNCT
emaj-84	265	10	updates	update	VERB
emaj-84	265	11	me	i	PRON
emaj-84	265	12	about	about	ADP
emaj-84	265	13	financial	financial	ADJ
emaj-84	265	14	markets	market	NOUN
emaj-84	265	15	in	in	ADP
emaj-84	265	16	time	time	NOUN
emaj-84	265	17	;	;	PUNCT
emaj-84	265	18	3	3	X
emaj-84	265	19	.	.	PUNCT
emaj-84	266	1	the	the	DET
emaj-84	266	2	bank	bank	NOUN
emaj-84	266	3	communicates	communicate	VERB
emaj-84	266	4	the	the	DET
emaj-84	266	5	intended	intend	VERB
emaj-84	266	6	services	service	NOUN
emaj-84	266	7	in	in	ADP
emaj-84	266	8	media	medium	NOUN
emaj-84	266	9	that	that	PRON
emaj-84	266	10	i	i	PRON
emaj-84	266	11	can	can	AUX
emaj-84	266	12	be	be	AUX
emaj-84	266	13	informed	inform	VERB
emaj-84	266	14	4	4	NUM
emaj-84	266	15	.	.	PUNCT
emaj-84	266	16	atm	atm	PROPN
emaj-84	266	17	machines	machine	NOUN
emaj-84	266	18	of	of	ADP
emaj-84	266	19	the	the	DET
emaj-84	266	20	bank	bank	NOUN
emaj-84	266	21	are	be	AUX
emaj-84	266	22	available	available	ADJ
emaj-84	266	23	at	at	ADP
emaj-84	266	24	necessary	necessary	ADJ
emaj-84	266	25	places	place	NOUN
emaj-84	266	26	;	;	PUNCT
emaj-84	266	27	4	4	X
emaj-84	266	28	.	.	X
emaj-84	267	1	it	it	PRON
emaj-84	267	2	would	would	AUX
emaj-84	267	3	be	be	AUX
emaj-84	267	4	difficult	difficult	ADJ
emaj-84	267	5	to	to	PART
emaj-84	267	6	change	change	VERB
emaj-84	267	7	my	my	PRON
emaj-84	267	8	beliefs	belief	NOUN
emaj-84	267	9	about	about	ADP
emaj-84	267	10	the	the	DET
emaj-84	267	11	bank	bank	NOUN
emaj-84	267	12	5	5	NUM
emaj-84	267	13	.	.	PUNCT
emaj-84	268	1	even	even	ADV
emaj-84	268	2	if	if	SCONJ
emaj-84	268	3	close	close	ADJ
emaj-84	268	4	friends	friend	NOUN
emaj-84	268	5	recommended	recommend	VERB
emaj-84	268	6	another	another	DET
emaj-84	268	7	bank	bank	NOUN
emaj-84	268	8	;	;	PUNCT
emaj-84	268	9	my	my	PRON
emaj-84	268	10	preference	preference	NOUN
emaj-84	268	11	for	for	ADP
emaj-84	268	12	this	this	DET
emaj-84	268	13	bank	bank	NOUN
emaj-84	268	14	would	would	AUX
emaj-84	268	15	not	not	PART
emaj-84	268	16	change	change	VERB
emaj-84	268	17	)	)	PUNCT
emaj-84	268	18	.	.	PUNCT
emaj-84	269	1	so	so	ADV
emaj-84	269	2	,	,	PUNCT
emaj-84	269	3	on	on	ADP
emaj-84	269	4	all	all	DET
emaj-84	269	5	those	those	DET
emaj-84	269	6	points	point	NOUN
emaj-84	269	7	(	(	PUNCT
emaj-84	269	8	i.e.	i.e.	X
emaj-84	269	9	flexibility	flexibility	NOUN
emaj-84	269	10	,	,	PUNCT
emaj-84	269	11	communication	communication	NOUN
emaj-84	269	12	of	of	ADP
emaj-84	269	13	updated	update	VERB
emaj-84	269	14	information	information	NOUN
emaj-84	269	15	on	on	ADP
emaj-84	269	16	time	time	NOUN
emaj-84	269	17	,	,	PUNCT
emaj-84	269	18	selection	selection	NOUN
emaj-84	269	19	of	of	ADP
emaj-84	269	20	promotion	promotion	NOUN
emaj-84	269	21	media	medium	NOUN
emaj-84	269	22	and	and	CCONJ
emaj-84	269	23	location	location	NOUN
emaj-84	269	24	of	of	ADP
emaj-84	269	25	atms	atms	PROPN
emaj-84	269	26	are	be	AUX
emaj-84	269	27	important	important	ADJ
emaj-84	269	28	.	.	PUNCT
emaj-84	270	1	by	by	ADP
emaj-84	270	2	considering	consider	VERB
emaj-84	270	3	the	the	DET
emaj-84	270	4	loyalty	loyalty	NOUN
emaj-84	270	5	impact	impact	NOUN
emaj-84	270	6	on	on	ADP
emaj-84	270	7	profit	profit	NOUN
emaj-84	270	8	,	,	PUNCT
emaj-84	270	9	bankers	banker	NOUN
emaj-84	270	10	should	should	AUX
emaj-84	270	11	build	build	VERB
emaj-84	270	12	strong	strong	ADJ
emaj-84	270	13	relationship	relationship	NOUN
emaj-84	270	14	strategies	strategy	NOUN
emaj-84	270	15	because	because	SCONJ
emaj-84	270	16	all	all	DET
emaj-84	270	17	relationship	relationship	NOUN
emaj-84	270	18	marketing	marketing	NOUN
emaj-84	270	19	underpinnings	underpinning	NOUN
emaj-84	270	20	such	such	ADJ
emaj-84	270	21	as	as	ADP
emaj-84	270	22	trust	trust	NOUN
emaj-84	270	23	,	,	PUNCT
emaj-84	270	24	commitment	commitment	NOUN
emaj-84	270	25	,	,	PUNCT
emaj-84	270	26	conflict	conflict	NOUN
emaj-84	270	27	management	management	NOUN
emaj-84	270	28	,	,	PUNCT
emaj-84	270	29	communication	communication	NOUN
emaj-84	270	30	,	,	PUNCT
emaj-84	270	31	and	and	CCONJ
emaj-84	270	32	gratitude	gratitude	NOUN
emaj-84	270	33	have	have	VERB
emaj-84	270	34	positive	positive	ADJ
emaj-84	270	35	and	and	CCONJ
emaj-84	270	36	moderate	moderate	ADJ
emaj-84	270	37	relationships	relationship	NOUN
emaj-84	270	38	with	with	ADP
emaj-84	270	39	customers	customer	NOUN
emaj-84	270	40	’	'	PUNCT
emaj-84	270	41	loyalty	loyalty	NOUN
emaj-84	270	42	.	.	PUNCT
emaj-84	271	1	volume	volume	NOUN
emaj-84	271	2	5	5	NUM
emaj-84	271	3	no	no	DET
emaj-84	271	4	2	2	NUM
emaj-84	271	5	(	(	PUNCT
emaj-84	271	6	2015	2015	NUM
emaj-84	271	7	)	)	PUNCT
emaj-84	271	8	|	|	ADV
emaj-84	271	9	issn	issn	VERB
emaj-84	271	10	2158	2158	NUM
emaj-84	271	11	-	-	SYM
emaj-84	271	12	8708	8708	NUM
emaj-84	271	13	(	(	PUNCT
emaj-84	271	14	online	online	NOUN
emaj-84	271	15	)	)	PUNCT
emaj-84	271	16	|	|	ADV
emaj-84	271	17	doi	doi	X
emaj-84	271	18	10.5195	10.5195	NUM
emaj-84	271	19	/	/	SYM
emaj-84	271	20	emaj.2015.84	emaj.2015.84	NOUN
emaj-84	271	21	|	|	NOUN
emaj-84	271	22	http://emaj.pitt.edu	http://emaj.pitt.edu	VERB
emaj-84	271	23	cherinet	cherinet	PROPN
emaj-84	271	24	boke	boke	VERB
emaj-84	271	25	chakiso	chakiso	NOUN
emaj-84	271	26	emerging	emerge	VERB
emaj-84	271	27	markets	market	NOUN
emaj-84	271	28	journal	journal	NOUN
emaj-84	272	1	|	|	ADV
emaj-84	272	2	p	p	NOUN
emaj-84	272	3	a	a	DET
emaj-84	272	4	g	g	NOUN
emaj-84	272	5	e	e	NOUN
emaj-84	272	6	|65	|65	NOUN
emaj-84	272	7	according	accord	VERB
emaj-84	272	8	to	to	ADP
emaj-84	272	9	the	the	DET
emaj-84	272	10	results	result	NOUN
emaj-84	272	11	of	of	ADP
emaj-84	272	12	this	this	DET
emaj-84	272	13	study	study	NOUN
emaj-84	272	14	,	,	PUNCT
emaj-84	272	15	banks	bank	NOUN
emaj-84	272	16	wishing	wish	VERB
emaj-84	272	17	to	to	PART
emaj-84	272	18	retain	retain	VERB
emaj-84	272	19	and	and	CCONJ
emaj-84	272	20	develop	develop	VERB
emaj-84	272	21	loyal	loyal	ADJ
emaj-84	272	22	customers	customer	NOUN
emaj-84	272	23	should	should	AUX
emaj-84	272	24	be	be	AUX
emaj-84	272	25	:	:	PUNCT
emaj-84	272	26	trustworthy	trustworthy	ADJ
emaj-84	272	27	enough	enough	ADV
emaj-84	272	28	for	for	ADP
emaj-84	272	29	their	their	PRON
emaj-84	272	30	customers	customer	NOUN
emaj-84	272	31	,	,	PUNCT
emaj-84	272	32	since	since	SCONJ
emaj-84	272	33	there	there	PRON
emaj-84	272	34	is	be	VERB
emaj-84	272	35	a	a	DET
emaj-84	272	36	significant	significant	ADJ
emaj-84	272	37	and	and	CCONJ
emaj-84	272	38	positive	positive	ADJ
emaj-84	272	39	relationship	relationship	NOUN
emaj-84	272	40	between	between	ADP
emaj-84	272	41	trust	trust	NOUN
emaj-84	272	42	and	and	CCONJ
emaj-84	272	43	customers	customer	NOUN
emaj-84	272	44	loyalty	loyalty	NOUN
emaj-84	272	45	.	.	PUNCT
emaj-84	273	1	that	that	PRON
emaj-84	273	2	means	mean	VERB
emaj-84	273	3	the	the	DET
emaj-84	273	4	bank	bank	NOUN
emaj-84	273	5	should	should	AUX
emaj-84	273	6	be	be	AUX
emaj-84	273	7	careful	careful	ADJ
emaj-84	273	8	about	about	ADP
emaj-84	273	9	security	security	NOUN
emaj-84	273	10	of	of	ADP
emaj-84	273	11	customers	customer	NOUN
emaj-84	273	12	’	’	PART
emaj-84	273	13	transactions	transaction	NOUN
emaj-84	273	14	and	and	CCONJ
emaj-84	273	15	their	their	PRON
emaj-84	273	16	promises	promise	NOUN
emaj-84	273	17	should	should	AUX
emaj-84	273	18	be	be	AUX
emaj-84	273	19	reliable	reliable	ADJ
emaj-84	273	20	discharge	discharge	NOUN
emaj-84	273	21	obligations	obligation	NOUN
emaj-84	273	22	and	and	CCONJ
emaj-84	273	23	fulfill	fulfill	NOUN
emaj-84	273	24	promises	promise	NOUN
emaj-84	273	25	should	should	AUX
emaj-84	273	26	be	be	AUX
emaj-84	273	27	clear	clear	ADJ
emaj-84	273	28	.	.	PUNCT
emaj-84	274	1	committed	commit	VERB
emaj-84	274	2	for	for	ADP
emaj-84	274	3	the	the	DET
emaj-84	274	4	service	service	NOUN
emaj-84	274	5	.	.	PUNCT
emaj-84	275	1	this	this	DET
emaj-84	275	2	means	mean	VERB
emaj-84	275	3	,	,	PUNCT
emaj-84	275	4	banks	bank	NOUN
emaj-84	275	5	should	should	AUX
emaj-84	275	6	make	make	VERB
emaj-84	275	7	adjustments	adjustment	NOUN
emaj-84	275	8	to	to	PART
emaj-84	275	9	suit	suit	VERB
emaj-84	275	10	customer	customer	NOUN
emaj-84	275	11	needs	need	NOUN
emaj-84	275	12	,	,	PUNCT
emaj-84	275	13	be	be	AUX
emaj-84	275	14	flexible	flexible	ADJ
emaj-84	275	15	when	when	SCONJ
emaj-84	275	16	services	service	NOUN
emaj-84	275	17	are	be	AUX
emaj-84	275	18	changed	change	VERB
emaj-84	275	19	,	,	PUNCT
emaj-84	275	20	and	and	CCONJ
emaj-84	275	21	work	work	VERB
emaj-84	275	22	with	with	ADP
emaj-84	275	23	customers	customer	NOUN
emaj-84	275	24	for	for	ADP
emaj-84	275	25	the	the	DET
emaj-84	275	26	continual	continual	ADJ
emaj-84	275	27	relationship	relationship	NOUN
emaj-84	275	28	.	.	PUNCT
emaj-84	276	1			NOUN
emaj-84	276	2	working	work	VERB
emaj-84	276	3	hard	hard	ADV
emaj-84	276	4	to	to	PART
emaj-84	276	5	reduce	reduce	VERB
emaj-84	276	6	the	the	DET
emaj-84	276	7	overall	overall	ADJ
emaj-84	276	8	level	level	NOUN
emaj-84	276	9	of	of	ADP
emaj-84	276	10	disagreement	disagreement	NOUN
emaj-84	276	11	between	between	ADP
emaj-84	276	12	bank	bank	NOUN
emaj-84	276	13	and	and	CCONJ
emaj-84	276	14	customers	customer	NOUN
emaj-84	276	15	.	.	PUNCT
emaj-84	277	1			NOUN
emaj-84	277	2	communicating	communicate	VERB
emaj-84	277	3	timely	timely	ADV
emaj-84	277	4	and	and	CCONJ
emaj-84	277	5	accurately	accurately	ADV
emaj-84	277	6	since	since	SCONJ
emaj-84	277	7	there	there	PRON
emaj-84	277	8	is	be	VERB
emaj-84	277	9	significant	significant	ADJ
emaj-84	277	10	and	and	CCONJ
emaj-84	277	11	positive	positive	ADJ
emaj-84	277	12	relationship	relationship	NOUN
emaj-84	277	13	between	between	ADP
emaj-84	277	14	communication	communication	NOUN
emaj-84	277	15	and	and	CCONJ
emaj-84	277	16	customers	customer	NOUN
emaj-84	277	17	’	'	PUNCT
emaj-84	277	18	loyalty	loyalty	NOUN
emaj-84	277	19	.	.	PUNCT
emaj-84	278	1	this	this	PRON
emaj-84	278	2	means	mean	VERB
emaj-84	278	3	banks	bank	NOUN
emaj-84	278	4	should	should	AUX
emaj-84	278	5	communicate	communicate	VERB
emaj-84	278	6	information	information	NOUN
emaj-84	278	7	like	like	ADP
emaj-84	278	8	updated	update	VERB
emaj-84	278	9	financial	financial	ADJ
emaj-84	278	10	data	datum	NOUN
emaj-84	278	11	,	,	PUNCT
emaj-84	278	12	indicate	indicate	VERB
emaj-84	278	13	how	how	SCONJ
emaj-84	278	14	and	and	CCONJ
emaj-84	278	15	where	where	SCONJ
emaj-84	278	16	to	to	PART
emaj-84	278	17	complain	complain	VERB
emaj-84	278	18	,	,	PUNCT
emaj-84	278	19	use	use	VERB
emaj-84	278	20	a	a	DET
emaj-84	278	21	wide	wide	ADJ
emaj-84	278	22	spectrum	spectrum	NOUN
emaj-84	278	23	of	of	ADP
emaj-84	278	24	communications	communication	NOUN
emaj-84	278	25	like	like	ADP
emaj-84	278	26	phone	phone	NOUN
emaj-84	278	27	calls	call	NOUN
emaj-84	278	28	,	,	PUNCT
emaj-84	278	29	e	e	NOUN
emaj-84	278	30	-	-	NOUN
emaj-84	278	31	mails	mail	NOUN
emaj-84	278	32	,	,	PUNCT
emaj-84	278	33	and	and	CCONJ
emaj-84	278	34	personnel	personnel	NOUN
emaj-84	278	35	visits	visit	NOUN
emaj-84	278	36	as	as	ADV
emaj-84	278	37	well	well	ADV
emaj-84	278	38	as	as	ADP
emaj-84	278	39	discussions	discussion	NOUN
emaj-84	278	40	.	.	PUNCT
emaj-84	279	1			NOUN
emaj-84	279	2	developing	develop	VERB
emaj-84	279	3	a	a	DET
emaj-84	279	4	better	well	ADJ
emaj-84	279	5	reciprocity	reciprocity	NOUN
emaj-84	279	6	norm	norm	NOUN
emaj-84	279	7	with	with	ADP
emaj-84	279	8	customers	customer	NOUN
emaj-84	279	9	,	,	PUNCT
emaj-84	279	10	because	because	SCONJ
emaj-84	279	11	gratitude	gratitude	NOUN
emaj-84	279	12	plays	play	VERB
emaj-84	279	13	a	a	DET
emaj-84	279	14	vital	vital	ADJ
emaj-84	279	15	role	role	NOUN
emaj-84	279	16	in	in	ADP
emaj-84	279	17	making	make	VERB
emaj-84	279	18	customers	customer	NOUN
emaj-84	279	19	loyal	loyal	ADJ
emaj-84	279	20	,	,	PUNCT
emaj-84	279	21	which	which	PRON
emaj-84	279	22	can	can	AUX
emaj-84	279	23	in	in	ADP
emaj-84	279	24	turn	turn	NOUN
emaj-84	279	25	leads	lead	VERB
emaj-84	279	26	to	to	ADP
emaj-84	279	27	profitability	profitability	NOUN
emaj-84	279	28	.	.	PUNCT
emaj-84	280	1	besides	besides	SCONJ
emaj-84	280	2	,	,	PUNCT
emaj-84	280	3	management	management	NOUN
emaj-84	280	4	of	of	ADP
emaj-84	280	5	the	the	DET
emaj-84	280	6	banks	bank	NOUN
emaj-84	280	7	should	should	AUX
emaj-84	280	8	be	be	AUX
emaj-84	280	9	committed	commit	VERB
emaj-84	280	10	for	for	ADP
emaj-84	280	11	overall	overall	ADJ
emaj-84	280	12	activities	activity	NOUN
emaj-84	280	13	of	of	ADP
emaj-84	280	14	the	the	DET
emaj-84	280	15	bank	bank	NOUN
emaj-84	280	16	since	since	SCONJ
emaj-84	280	17	top	top	ADJ
emaj-84	280	18	management	management	NOUN
emaj-84	280	19	commitment	commitment	NOUN
emaj-84	280	20	had	have	VERB
emaj-84	280	21	mediating	mediate	VERB
emaj-84	280	22	effect	effect	NOUN
emaj-84	280	23	between	between	ADP
emaj-84	280	24	relationship	relationship	NOUN
emaj-84	280	25	marketing	marketing	NOUN
emaj-84	280	26	and	and	CCONJ
emaj-84	280	27	customers	customer	NOUN
emaj-84	280	28	’	'	PUNCT
emaj-84	280	29	loyalty	loyalty	NOUN
emaj-84	280	30	.	.	PUNCT
emaj-84	281	1	3.5	3.5	NUM
emaj-84	281	2	limitations	limitation	NOUN
emaj-84	281	3	and	and	CCONJ
emaj-84	281	4	future	future	ADJ
emaj-84	281	5	research	research	NOUN
emaj-84	281	6	directions	direction	NOUN
emaj-84	281	7	like	like	ADP
emaj-84	281	8	most	most	ADJ
emaj-84	281	9	of	of	ADP
emaj-84	281	10	the	the	DET
emaj-84	281	11	survey	survey	NOUN
emaj-84	281	12	studies	study	NOUN
emaj-84	281	13	,	,	PUNCT
emaj-84	281	14	this	this	DET
emaj-84	281	15	study	study	NOUN
emaj-84	281	16	also	also	ADV
emaj-84	281	17	has	have	VERB
emaj-84	281	18	some	some	DET
emaj-84	281	19	limitations	limitation	NOUN
emaj-84	281	20	.	.	PUNCT
emaj-84	282	1	firstly	firstly	ADV
emaj-84	282	2	,	,	PUNCT
emaj-84	282	3	the	the	DET
emaj-84	282	4	study	study	NOUN
emaj-84	282	5	is	be	AUX
emaj-84	282	6	limited	limit	VERB
emaj-84	282	7	to	to	ADP
emaj-84	282	8	only	only	ADJ
emaj-84	282	9	zemen	zemen	PROPN
emaj-84	282	10	bank	bank	NOUN
emaj-84	282	11	;	;	PUNCT
emaj-84	282	12	so	so	CCONJ
emaj-84	282	13	,	,	PUNCT
emaj-84	282	14	a	a	DET
emaj-84	282	15	larger	large	ADJ
emaj-84	282	16	empirical	empirical	ADJ
emaj-84	282	17	study	study	NOUN
emaj-84	282	18	would	would	AUX
emaj-84	282	19	be	be	AUX
emaj-84	282	20	useful	useful	ADJ
emaj-84	282	21	to	to	PART
emaj-84	282	22	replicate	replicate	VERB
emaj-84	282	23	the	the	DET
emaj-84	282	24	results	result	NOUN
emaj-84	282	25	in	in	ADP
emaj-84	282	26	the	the	DET
emaj-84	282	27	banking	banking	NOUN
emaj-84	282	28	as	as	ADV
emaj-84	282	29	well	well	ADV
emaj-84	282	30	as	as	ADP
emaj-84	282	31	other	other	ADJ
emaj-84	282	32	services	service	NOUN
emaj-84	282	33	.	.	PUNCT
emaj-84	283	1	in	in	ADP
emaj-84	283	2	addition	addition	NOUN
emaj-84	283	3	,	,	PUNCT
emaj-84	283	4	this	this	DET
emaj-84	283	5	research	research	NOUN
emaj-84	283	6	focused	focus	VERB
emaj-84	283	7	on	on	ADP
emaj-84	283	8	banking	banking	NOUN
emaj-84	283	9	services	service	NOUN
emaj-84	283	10	only	only	ADV
emaj-84	283	11	;	;	PUNCT
emaj-84	283	12	so	so	CCONJ
emaj-84	283	13	,	,	PUNCT
emaj-84	283	14	further	further	ADJ
emaj-84	283	15	research	research	NOUN
emaj-84	283	16	in	in	ADP
emaj-84	283	17	other	other	ADJ
emaj-84	283	18	sectors	sector	NOUN
emaj-84	283	19	may	may	AUX
emaj-84	283	20	be	be	AUX
emaj-84	283	21	necessary	necessary	ADJ
emaj-84	283	22	before	before	SCONJ
emaj-84	283	23	generalization	generalization	NOUN
emaj-84	283	24	can	can	AUX
emaj-84	283	25	be	be	AUX
emaj-84	283	26	made	make	VERB
emaj-84	283	27	on	on	ADP
emaj-84	283	28	the	the	DET
emaj-84	283	29	entire	entire	ADJ
emaj-84	283	30	service	service	NOUN
emaj-84	283	31	industry	industry	NOUN
emaj-84	283	32	.	.	PUNCT
emaj-84	284	1	references	reference	NOUN
emaj-84	284	2	achour	achour	PROPN
emaj-84	284	3	,	,	PUNCT
emaj-84	284	4	m.	m.	PROPN
emaj-84	284	5	said	say	VERB
emaj-84	284	6	,	,	PUNCT
emaj-84	284	7	n.p	n.p	PROPN
emaj-84	284	8	.	.	PROPN
emaj-84	284	9	&	&	CCONJ
emaj-84	284	10	boerhannueddin	boerhannueddin	PROPN
emaj-84	284	11	,	,	PUNCT
emaj-84	284	12	a.	a.	NOUN
emaj-84	284	13	(	(	PUNCT
emaj-84	284	14	2009	2009	NUM
emaj-84	284	15	)	)	PUNCT
emaj-84	284	16	.	.	PUNCT
emaj-84	285	1	customer	customer	NOUN
emaj-84	285	2	loyalty	loyalty	NOUN
emaj-84	285	3	:	:	PUNCT
emaj-84	285	4	the	the	DET
emaj-84	285	5	case	case	NOUN
emaj-84	285	6	of	of	ADP
emaj-84	285	7	mobile	mobile	ADJ
emaj-84	285	8	phone	phone	NOUN
emaj-84	285	9	users	user	NOUN
emaj-84	285	10	in	in	ADP
emaj-84	285	11	universiti	universiti	PROPN
emaj-84	285	12	utara	utara	PROPN
emaj-84	285	13	malaysia	malaysia	PROPN
emaj-84	285	14	,	,	PUNCT
emaj-84	285	15	unpublished	unpublished	ADJ
emaj-84	285	16	material	material	NOUN
emaj-84	285	17	.	.	PUNCT
emaj-84	286	1	ahmed	ahmed	PROPN
emaj-84	286	2	kelil	kelil	PROPN
emaj-84	286	3	,	,	PUNCT
emaj-84	286	4	(	(	PUNCT
emaj-84	286	5	2010	2010	NUM
emaj-84	286	6	)	)	PUNCT
emaj-84	286	7	.	.	PUNCT
emaj-84	287	1	employees	employee	NOUN
emaj-84	287	2	’	’	PART
emaj-84	287	3	perception	perception	NOUN
emaj-84	287	4	towards	towards	ADP
emaj-84	287	5	compensation	compensation	NOUN
emaj-84	287	6	and	and	CCONJ
emaj-84	287	7	benefit	benefit	NOUN
emaj-84	287	8	policy	policy	NOUN
emaj-84	287	9	:	:	PUNCT
emaj-84	287	10	the	the	DET
emaj-84	287	11	case	case	NOUN
emaj-84	287	12	of	of	ADP
emaj-84	287	13	some	some	DET
emaj-84	287	14	selected	select	VERB
emaj-84	287	15	government	government	NOUN
emaj-84	287	16	higher	high	ADJ
emaj-84	287	17	education	education	NOUN
emaj-84	287	18	institutions	institution	NOUN
emaj-84	287	19	in	in	ADP
emaj-84	287	20	addis	addis	PROPN
emaj-84	287	21	ababa	ababa	PROPN
emaj-84	287	22	,	,	PUNCT
emaj-84	287	23	addis	addis	PROPN
emaj-84	287	24	ababa	ababa	PROPN
emaj-84	287	25	university	university	PROPN
emaj-84	287	26	,	,	PUNCT
emaj-84	287	27	mba	mba	NOUN
emaj-84	287	28	thesis	thesis	NOUN
emaj-84	287	29	.	.	PUNCT
emaj-84	288	1	ahmed	ahmed	PROPN
emaj-84	288	2	,	,	PUNCT
emaj-84	288	3	r.	r.	PROPN
emaj-84	288	4	&	&	CCONJ
emaj-84	288	5	buttle	buttle	PROPN
emaj-84	288	6	,	,	PUNCT
emaj-84	288	7	f.	f.	PROPN
emaj-84	288	8	(	(	PUNCT
emaj-84	288	9	2001	2001	NUM
emaj-84	288	10	)	)	PUNCT
emaj-84	288	11	.	.	PUNCT
emaj-84	289	1	customer	customer	NOUN
emaj-84	289	2	retention	retention	NOUN
emaj-84	289	3	:	:	PUNCT
emaj-84	289	4	a	a	DET
emaj-84	289	5	potentially	potentially	ADV
emaj-84	289	6	potent	potent	ADJ
emaj-84	289	7	marketing	marketing	NOUN
emaj-84	289	8	management	management	NOUN
emaj-84	289	9	strategy	strategy	NOUN
emaj-84	289	10	,	,	PUNCT
emaj-84	289	11	journal	journal	NOUN
emaj-84	289	12	of	of	ADP
emaj-84	289	13	strategic	strategic	ADJ
emaj-84	289	14	marketing	marketing	NOUN
emaj-84	289	15	9	9	NUM
emaj-84	289	16	,	,	PUNCT
emaj-84	289	17	p	p	NOUN
emaj-84	289	18	29–45	29–45	NUM
emaj-84	289	19	anabila	anabila	ADJ
emaj-84	289	20	,	,	PUNCT
emaj-84	289	21	p	p	NOUN
emaj-84	289	22	narteh	narteh	NOUN
emaj-84	289	23	,	,	PUNCT
emaj-84	289	24	b.	b.	PROPN
emaj-84	289	25	tweneboah	tweneboah	PROPN
emaj-84	289	26	-	-	PUNCT
emaj-84	289	27	koduah	koduah	PROPN
emaj-84	289	28	,	,	PUNCT
emaj-84	289	29	e.	e.	PROPN
emaj-84	289	30	(	(	PUNCT
emaj-84	289	31	2012	2012	NUM
emaj-84	289	32	)	)	PUNCT
emaj-84	289	33	.	.	PUNCT
emaj-84	290	1	relationship	relationship	NOUN
emaj-84	290	2	marketing	marketing	NOUN
emaj-84	290	3	practices	practice	NOUN
emaj-84	290	4	and	and	CCONJ
emaj-84	290	5	customer	customer	NOUN
emaj-84	290	6	loyalty	loyalty	NOUN
emaj-84	290	7	:	:	PUNCT
emaj-84	290	8	evidence	evidence	NOUN
emaj-84	290	9	from	from	ADP
emaj-84	290	10	the	the	DET
emaj-84	290	11	banking	banking	NOUN
emaj-84	290	12	industry	industry	NOUN
emaj-84	290	13	in	in	ADP
emaj-84	290	14	ghana	ghana	PROPN
emaj-84	290	15	.	.	PUNCT
emaj-84	291	1	european	european	PROPN
emaj-84	291	2	journal	journal	PROPN
emaj-84	291	3	of	of	ADP
emaj-84	291	4	business	business	NOUN
emaj-84	291	5	and	and	CCONJ
emaj-84	291	6	management	management	NOUN
emaj-84	291	7	,	,	PUNCT
emaj-84	291	8	vol	vol	NOUN
emaj-84	291	9	4	4	NUM
emaj-84	291	10	,	,	PUNCT
emaj-84	291	11	no.13	no.13	NUM
emaj-84	291	12	annual	annual	ADJ
emaj-84	291	13	report	report	NOUN
emaj-84	291	14	of	of	ADP
emaj-84	291	15	zemen	zemen	PROPN
emaj-84	291	16	bank	bank	PROPN
emaj-84	291	17	,	,	PUNCT
emaj-84	291	18	(	(	PUNCT
emaj-84	291	19	2012	2012	NUM
emaj-84	291	20	)	)	PUNCT
emaj-84	291	21	.	.	PUNCT
emaj-84	292	1	aryan	aryan	PROPN
emaj-84	292	2	hellas	hellas	PROPN
emaj-84	292	3	limited	limit	VERB
emaj-84	292	4	(	(	PUNCT
emaj-84	292	5	2005	2005	NUM
emaj-84	292	6	)	)	PUNCT
emaj-84	292	7	.	.	PUNCT
emaj-84	293	1	relationship	relationship	NOUN
emaj-84	293	2	marketing	marketing	NOUN
emaj-84	293	3	:	:	PUNCT
emaj-84	293	4	understanding	understanding	NOUN
emaj-84	293	5	and	and	CCONJ
emaj-84	293	6	implementing	implement	VERB
emaj-84	293	7	the	the	DET
emaj-84	293	8	concept	concept	NOUN
emaj-84	293	9	.	.	PUNCT
emaj-84	294	1	ibrh	ibrh	ADJ
emaj-84	294	2	,	,	PUNCT
emaj-84	294	3	athens	athens	PROPN
emaj-84	294	4	.	.	PUNCT
emaj-84	295	1	volume	volume	NOUN
emaj-84	295	2	5	5	NUM
emaj-84	295	3	no	no	DET
emaj-84	295	4	2	2	NUM
emaj-84	295	5	(	(	PUNCT
emaj-84	295	6	2015	2015	NUM
emaj-84	295	7	)	)	PUNCT
emaj-84	295	8	|	|	ADV
emaj-84	295	9	issn	issn	VERB
emaj-84	295	10	2158	2158	NUM
emaj-84	295	11	-	-	SYM
emaj-84	295	12	8708	8708	NUM
emaj-84	295	13	(	(	PUNCT
emaj-84	295	14	online	online	NOUN
emaj-84	295	15	)	)	PUNCT
emaj-84	296	1	|	|	ADV
emaj-84	296	2	doi	doi	X
emaj-84	296	3	10.5195	10.5195	NUM
emaj-84	296	4	/	/	SYM
emaj-84	296	5	emaj.2015.84	emaj.2015.84	NOUN
emaj-84	296	6	|	|	NOUN
emaj-84	296	7	http://emaj.pitt.edu	http://emaj.pitt.edu	VERB
emaj-84	296	8	the	the	DET
emaj-84	296	9	effect	effect	NOUN
emaj-84	296	10	of	of	ADP
emaj-84	296	11	relationship	relationship	NOUN
emaj-84	296	12	marketing	marketing	NOUN
emaj-84	296	13	on	on	ADP
emaj-84	296	14	customers	customer	NOUN
emaj-84	296	15	’	'	PUNCT
emaj-84	296	16	loyalty	loyalty	NOUN
emaj-84	296	17	(	(	PUNCT
emaj-84	296	18	evidence	evidence	NOUN
emaj-84	296	19	from	from	ADP
emaj-84	296	20	zemen	zemen	PROPN
emaj-84	296	21	bank	bank	PROPN
emaj-84	296	22	)	)	PUNCT
emaj-84	296	23	page	page	NOUN
emaj-84	296	24	|66|	|66|	NOUN
emaj-84	296	25	emerging	emerge	VERB
emaj-84	296	26	markets	market	NOUN
emaj-84	296	27	journal	journal	PROPN
emaj-84	296	28	ballantyne	ballantyne	PROPN
emaj-84	296	29	,	,	PUNCT
emaj-84	296	30	d.	d.	PROPN
emaj-84	296	31	christopher	christopher	PROPN
emaj-84	296	32	,	,	PUNCT
emaj-84	296	33	m.	m.	NOUN
emaj-84	296	34	and	and	CCONJ
emaj-84	296	35	payne	payne	PROPN
emaj-84	296	36	,	,	PUNCT
emaj-84	296	37	a.	a.	NOUN
emaj-84	296	38	(	(	PUNCT
emaj-84	296	39	2002	2002	NUM
emaj-84	296	40	)	)	PUNCT
emaj-84	296	41	,	,	PUNCT
emaj-84	296	42	relationship	relationship	NOUN
emaj-84	296	43	marketing	marketing	NOUN
emaj-84	296	44	:	:	PUNCT
emaj-84	296	45	creating	create	VERB
emaj-84	296	46	stakeholder	stakeholder	NOUN
emaj-84	296	47	value	value	NOUN
emaj-84	296	48	;	;	PUNCT
emaj-84	296	49	butterworthheinemann	butterworthheinemann	PROPN
emaj-84	296	50	,	,	PUNCT
emaj-84	296	51	oxford	oxford	PROPN
emaj-84	296	52	,	,	PUNCT
emaj-84	296	53	britain	britain	PROPN
emaj-84	296	54	.	.	PUNCT
emaj-84	297	1	ballantyne	ballantyne	PROPN
emaj-84	297	2	,	,	PUNCT
emaj-84	297	3	d.	d.	PROPN
emaj-84	297	4	christopher	christopher	PROPN
emaj-84	297	5	,	,	PUNCT
emaj-84	297	6	m.	m.	NOUN
emaj-84	297	7	and	and	CCONJ
emaj-84	297	8	payne	payne	PROPN
emaj-84	297	9	,	,	PUNCT
emaj-84	297	10	a.	a.	NOUN
emaj-84	297	11	(	(	PUNCT
emaj-84	297	12	2003	2003	NUM
emaj-84	297	13	)	)	PUNCT
emaj-84	297	14	.	.	PUNCT
emaj-84	298	1	relationship	relationship	NOUN
emaj-84	298	2	marketing	marketing	NOUN
emaj-84	298	3	:	:	PUNCT
emaj-84	298	4	looking	look	VERB
emaj-84	298	5	back	back	ADV
emaj-84	298	6	,	,	PUNCT
emaj-84	298	7	looking	look	VERB
emaj-84	298	8	forward	forward	ADV
emaj-84	298	9	.	.	PUNCT
emaj-84	299	1	marketing	marketing	NOUN
emaj-84	299	2	theory	theory	NOUN
emaj-84	299	3	articles	article	NOUN
emaj-84	299	4	,	,	PUNCT
emaj-84	299	5	volume	volume	NOUN
emaj-84	299	6	3(1	3(1	NUM
emaj-84	299	7	):	):	PUNCT
emaj-84	299	8	159–166	159–166	NUM
emaj-84	299	9	,	,	PUNCT
emaj-84	299	10	www.sagepublications.com	www.sagepublications.com	X
emaj-84	299	11	bekezela	bekezela	PROPN
emaj-84	299	12	ncube	ncube	NOUN
emaj-84	299	13	,	,	PUNCT
emaj-84	299	14	(	(	PUNCT
emaj-84	299	15	2009	2009	NUM
emaj-84	299	16	)	)	PUNCT
emaj-84	299	17	.	.	PUNCT
emaj-84	300	1	basic	basic	ADJ
emaj-84	300	2	information	information	NOUN
emaj-84	300	3	about	about	ADP
emaj-84	300	4	ethiopia	ethiopia	PROPN
emaj-84	300	5	.	.	PUNCT
emaj-84	301	1	bhattacherjee	bhattacherjee	PROPN
emaj-84	301	2	,	,	PUNCT
emaj-84	301	3	a.	a.	NOUN
emaj-84	301	4	(	(	PUNCT
emaj-84	301	5	2012	2012	NUM
emaj-84	301	6	)	)	PUNCT
emaj-84	301	7	.	.	PUNCT
emaj-84	302	1	social	social	ADJ
emaj-84	302	2	science	science	NOUN
emaj-84	302	3	research	research	NOUN
emaj-84	302	4	:	:	PUNCT
emaj-84	302	5	principles	principle	NOUN
emaj-84	302	6	,	,	PUNCT
emaj-84	302	7	methods	method	NOUN
emaj-84	302	8	,	,	PUNCT
emaj-84	302	9	and	and	CCONJ
emaj-84	302	10	practices	practice	NOUN
emaj-84	302	11	,	,	PUNCT
emaj-84	302	12	(	(	PUNCT
emaj-84	302	13	2nd	2nd	NOUN
emaj-84	302	14	edition	edition	NOUN
emaj-84	302	15	)	)	PUNCT
emaj-84	302	16	.	.	PUNCT
emaj-84	303	1	the	the	DET
emaj-84	303	2	global	global	ADJ
emaj-84	303	3	text	text	NOUN
emaj-84	303	4	project	project	NOUN
emaj-84	303	5	brahmbhatt	brahmbhatt	NOUN
emaj-84	303	6	m.	m.	NOUN
emaj-84	303	7	(	(	PUNCT
emaj-84	303	8	2008	2008	NUM
emaj-84	303	9	)	)	PUNCT
emaj-84	303	10	.	.	PUNCT
emaj-84	304	1	an	an	DET
emaj-84	304	2	assessment	assessment	NOUN
emaj-84	304	3	of	of	ADP
emaj-84	304	4	service	service	NOUN
emaj-84	304	5	quality	quality	NOUN
emaj-84	304	6	in	in	ADP
emaj-84	304	7	banks	bank	NOUN
emaj-84	304	8	.	.	PUNCT
emaj-84	305	1	vol.2	vol.2	NOUN
emaj-84	305	2	,	,	PUNCT
emaj-84	305	3	issue	issue	NOUN
emaj-84	305	4	4	4	NUM
emaj-84	305	5	,	,	PUNCT
emaj-84	305	6	page	page	NOUN
emaj-84	305	7	no.37	no.37	NOUN
emaj-84	305	8	-	-	PUNCT
emaj-84	305	9	41	41	NUM
emaj-84	305	10	.	.	PUNCT
emaj-84	306	1	brito	brito	PROPN
emaj-84	306	2	,	,	PUNCT
emaj-84	306	3	c.	c.	PROPN
emaj-84	306	4	(	(	PUNCT
emaj-84	306	5	2008	2008	NUM
emaj-84	306	6	)	)	PUNCT
emaj-84	306	7	.	.	PUNCT
emaj-84	307	1	relationship	relationship	NOUN
emaj-84	307	2	marketing	marketing	NOUN
emaj-84	307	3	:	:	PUNCT
emaj-84	307	4	from	from	ADP
emaj-84	307	5	its	its	PRON
emaj-84	307	6	origins	origin	NOUN
emaj-84	307	7	to	to	ADP
emaj-84	307	8	the	the	DET
emaj-84	307	9	current	current	ADJ
emaj-84	307	10	streams	stream	NOUN
emaj-84	307	11	of	of	ADP
emaj-84	307	12	research	research	NOUN
emaj-84	307	13	.	.	PUNCT
emaj-84	308	1	fep	fep	PRON
emaj-84	308	2	working	work	VERB
emaj-84	308	3	paper	paper	NOUN
emaj-84	308	4	;	;	PUNCT
emaj-84	308	5	university	university	PROPN
emaj-84	308	6	de	de	PROPN
emaj-84	308	7	porto	porto	PROPN
emaj-84	308	8	.	.	PUNCT
emaj-84	309	1	christopher	christopher	PROPN
emaj-84	309	2	lovelock	lovelock	PROPN
emaj-84	309	3	and	and	CCONJ
emaj-84	309	4	lauren	lauren	PROPN
emaj-84	309	5	wright	wright	PROPN
emaj-84	309	6	(	(	PUNCT
emaj-84	309	7	2006	2006	NUM
emaj-84	309	8	)	)	PUNCT
emaj-84	309	9	.	.	PUNCT
emaj-84	310	1	principles	principle	NOUN
emaj-84	310	2	of	of	ADP
emaj-84	310	3	service	service	NOUN
emaj-84	310	4	marketing	marketing	NOUN
emaj-84	310	5	and	and	CCONJ
emaj-84	310	6	management	management	NOUN
emaj-84	310	7	.	.	PUNCT
emaj-84	311	1	chung	chung	PROPN
emaj-84	311	2	lo	lo	PROPN
emaj-84	311	3	s.	s.	PROPN
emaj-84	311	4	,	,	PUNCT
emaj-84	311	5	(	(	PUNCT
emaj-84	311	6	2012	2012	NUM
emaj-84	311	7	)	)	PUNCT
emaj-84	311	8	.	.	PUNCT
emaj-84	312	1	a	a	DET
emaj-84	312	2	study	study	NOUN
emaj-84	312	3	of	of	ADP
emaj-84	312	4	relationship	relationship	NOUN
emaj-84	312	5	marketing	marketing	NOUN
emaj-84	312	6	on	on	ADP
emaj-84	312	7	customer	customer	NOUN
emaj-84	312	8	satisfaction	satisfaction	NOUN
emaj-84	312	9	.	.	PUNCT
emaj-84	313	1	journal	journal	NOUN
emaj-84	313	2	of	of	ADP
emaj-84	313	3	social	social	ADJ
emaj-84	313	4	sciences	science	NOUN
emaj-84	313	5	8	8	NUM
emaj-84	313	6	(	(	PUNCT
emaj-84	313	7	1	1	NUM
emaj-84	313	8	):	):	PUNCT
emaj-84	313	9	91	91	NUM
emaj-84	313	10	-	-	SYM
emaj-84	313	11	94	94	NUM
emaj-84	313	12	clow	clow	PROPN
emaj-84	313	13	k.e	k.e	PROPN
emaj-84	313	14	.	.	PROPN
emaj-84	314	1	and	and	CCONJ
emaj-84	314	2	kurtz	kurtz	PROPN
emaj-84	314	3	l.	l.	PROPN
emaj-84	314	4	,(2003	,(2003	PROPN
emaj-84	314	5	)	)	PUNCT
emaj-84	314	6	.	.	PUNCT
emaj-84	315	1	service	service	NOUN
emaj-84	315	2	marketing	marketing	NOUN
emaj-84	315	3	,	,	PUNCT
emaj-84	315	4	operation	operation	NOUN
emaj-84	315	5	,	,	PUNCT
emaj-84	315	6	management	management	NOUN
emaj-84	315	7	and	and	CCONJ
emaj-84	315	8	strategy	strategy	NOUN
emaj-84	315	9	.	.	PUNCT
emaj-84	316	1	(	(	PUNCT
emaj-84	316	2	second	second	ADJ
emaj-84	316	3	edition	edition	NOUN
emaj-84	316	4	)	)	PUNCT
emaj-84	316	5	cohen	cohen	PROPN
emaj-84	316	6	,	,	PUNCT
emaj-84	316	7	l.	l.	PROPN
emaj-84	316	8	manion	manion	PROPN
emaj-84	316	9	,	,	PUNCT
emaj-84	316	10	l.	l.	PROPN
emaj-84	316	11	and	and	CCONJ
emaj-84	316	12	morrison	morrison	PROPN
emaj-84	316	13	,	,	PUNCT
emaj-84	316	14	k.	k.	PROPN
emaj-84	316	15	,	,	PUNCT
emaj-84	316	16	(	(	PUNCT
emaj-84	316	17	2007	2007	NUM
emaj-84	316	18	)	)	PUNCT
emaj-84	316	19	.	.	PUNCT
emaj-84	317	1	research	research	NOUN
emaj-84	317	2	methods	method	NOUN
emaj-84	317	3	in	in	ADP
emaj-84	317	4	education	education	NOUN
emaj-84	317	5	.	.	PUNCT
emaj-84	318	1	(	(	PUNCT
emaj-84	318	2	6th	6th	ADJ
emaj-84	318	3	edition	edition	NOUN
emaj-84	318	4	)	)	PUNCT
emaj-84	318	5	,	,	PUNCT
emaj-84	318	6	routledge	routledge	PROPN
emaj-84	318	7	taylir	taylir	PROPN
emaj-84	318	8	&	&	CCONJ
emaj-84	318	9	francis	francis	PROPN
emaj-84	318	10	publications	publications	PROPN
emaj-84	318	11	group	group	PROPN
emaj-84	318	12	,	,	PUNCT
emaj-84	318	13	london	london	PROPN
emaj-84	318	14	and	and	CCONJ
emaj-84	318	15	new	new	PROPN
emaj-84	318	16	york	york	PROPN
emaj-84	318	17	.	.	PUNCT
emaj-84	319	1	creswell	creswell	PROPN
emaj-84	319	2	j.w	j.w	PROPN
emaj-84	319	3	(	(	PUNCT
emaj-84	319	4	2003	2003	NUM
emaj-84	319	5	)	)	PUNCT
emaj-84	319	6	.	.	PUNCT
emaj-84	320	1	research	research	NOUN
emaj-84	320	2	design	design	NOUN
emaj-84	320	3	qualitative	qualitative	NOUN
emaj-84	320	4	,	,	PUNCT
emaj-84	320	5	quantitative	quantitative	ADJ
emaj-84	320	6	,	,	PUNCT
emaj-84	320	7	and	and	CCONJ
emaj-84	320	8	mixed	mixed	ADJ
emaj-84	320	9	methods	method	NOUN
emaj-84	320	10	approaches	approach	NOUN
emaj-84	320	11	.	.	PUNCT
emaj-84	321	1	(	(	PUNCT
emaj-84	321	2	2nd	2nd	PROPN
emaj-84	321	3	edition	edition	PROPN
emaj-84	321	4	)	)	PUNCT
emaj-84	321	5	,	,	PUNCT
emaj-84	321	6	customer	customer	NOUN
emaj-84	321	7	loyalty	loyalty	NOUN
emaj-84	321	8	programs	program	NOUN
emaj-84	321	9	,	,	PUNCT
emaj-84	321	10	(	(	PUNCT
emaj-84	321	11	2011	2011	NUM
emaj-84	321	12	)	)	PUNCT
emaj-84	321	13	.	.	PUNCT
emaj-84	322	1	darley	darley	PROPN
emaj-84	322	2	w.k	w.k	PROPN
emaj-84	322	3	,	,	PUNCT
emaj-84	322	4	and	and	CCONJ
emaj-84	322	5	blankson	blankson	PROPN
emaj-84	322	6	c	c	PROPN
emaj-84	322	7	,	,	PUNCT
emaj-84	322	8	(	(	PUNCT
emaj-84	322	9	2008	2008	NUM
emaj-84	322	10	)	)	PUNCT
emaj-84	322	11	.	.	PUNCT
emaj-84	323	1	african	african	ADJ
emaj-84	323	2	culture	culture	NOUN
emaj-84	323	3	and	and	CCONJ
emaj-84	323	4	business	business	NOUN
emaj-84	323	5	markets	market	NOUN
emaj-84	323	6	:	:	PUNCT
emaj-84	323	7	implications	implication	NOUN
emaj-84	323	8	for	for	ADP
emaj-84	323	9	marketing	marketing	NOUN
emaj-84	323	10	practices	practice	NOUN
emaj-84	323	11	.	.	PUNCT
emaj-84	324	1	journal	journal	PROPN
emaj-84	324	2	of	of	ADP
emaj-84	324	3	business	business	PROPN
emaj-84	324	4	&	&	CCONJ
emaj-84	324	5	industrial	industrial	ADJ
emaj-84	324	6	marketing	marketing	NOUN
emaj-84	324	7	23/6	23/6	PROPN
emaj-84	324	8	,	,	PUNCT
emaj-84	324	9	374–383	374–383	NUM
emaj-84	324	10	,	,	PUNCT
emaj-84	324	11	emerald	emerald	NOUN
emaj-84	324	12	group	group	NOUN
emaj-84	324	13	publishing	publish	VERB
emaj-84	324	14	limited	limit	VERB
emaj-84	324	15	dawkins	dawkin	NOUN
emaj-84	324	16	,	,	PUNCT
emaj-84	324	17	r.	r.	PROPN
emaj-84	324	18	(	(	PUNCT
emaj-84	324	19	2008	2008	NUM
emaj-84	324	20	)	)	PUNCT
emaj-84	324	21	microsoft	microsoft	PROPN
emaj-84	324	22	®	®	PROPN
emaj-84	324	23	encarta	encarta	PROPN
emaj-84	324	24	®	®	VERB
emaj-84	324	25	2009	2009	NUM
emaj-84	325	1	[	[	X
emaj-84	325	2	dvd	dvd	PROPN
emaj-84	325	3	]	]	PUNCT
emaj-84	325	4	.	.	PUNCT
emaj-84	326	1	redmond	redmond	PROPN
emaj-84	326	2	,	,	PUNCT
emaj-84	326	3	wa	wa	PROPN
emaj-84	326	4	:	:	PUNCT
emaj-84	326	5	microsoft	microsoft	PROPN
emaj-84	326	6	corporation	corporation	PROPN
emaj-84	326	7	.	.	PUNCT
emaj-84	327	1	development	development	PROPN
emaj-84	327	2	bank	bank	PROPN
emaj-84	327	3	of	of	ADP
emaj-84	327	4	ethiopia	ethiopia	PROPN
emaj-84	327	5	report	report	PROPN
emaj-84	327	6	,	,	PUNCT
emaj-84	327	7	(	(	PUNCT
emaj-84	327	8	may	may	AUX
emaj-84	327	9	,	,	PUNCT
emaj-84	327	10	2012	2012	NUM
emaj-84	327	11	)	)	PUNCT
emaj-84	327	12	.	.	PUNCT
emaj-84	328	1	dongmei	dongmei	PROPN
emaj-84	328	2	zhang	zhang	PROPN
emaj-84	328	3	(	(	PUNCT
emaj-84	328	4	2009	2009	NUM
emaj-84	328	5	)	)	PUNCT
emaj-84	328	6	.	.	PUNCT
emaj-84	329	1	customer	customer	NOUN
emaj-84	329	2	switching	switch	VERB
emaj-84	329	3	behaviour	behaviour	NOUN
emaj-84	329	4	in	in	ADP
emaj-84	329	5	the	the	DET
emaj-84	329	6	chinese	chinese	ADJ
emaj-84	329	7	retail	retail	ADJ
emaj-84	329	8	banking	banking	NOUN
emaj-84	329	9	industry	industry	NOUN
emaj-84	329	10	.	.	PUNCT
emaj-84	330	1	research	research	NOUN
emaj-84	330	2	thesis	thesis	PROPN
emaj-84	330	3	,	,	PUNCT
emaj-84	330	4	lincoln	lincoln	PROPN
emaj-84	330	5	university	university	PROPN
emaj-84	330	6	,	,	PUNCT
emaj-84	330	7	canterbury	canterbury	PROPN
emaj-84	330	8	,	,	PUNCT
emaj-84	330	9	new	new	PROPN
emaj-84	330	10	zealand	zealand	PROPN
emaj-84	330	11	volume	volume	NOUN
emaj-84	330	12	5	5	NUM
emaj-84	330	13	no	no	DET
emaj-84	330	14	2	2	NUM
emaj-84	330	15	(	(	PUNCT
emaj-84	330	16	2015	2015	NUM
emaj-84	330	17	)	)	PUNCT
emaj-84	330	18	|	|	ADV
emaj-84	330	19	issn	issn	VERB
emaj-84	330	20	2158	2158	NUM
emaj-84	330	21	-	-	SYM
emaj-84	330	22	8708	8708	NUM
emaj-84	330	23	(	(	PUNCT
emaj-84	330	24	online	online	NOUN
emaj-84	330	25	)	)	PUNCT
emaj-84	330	26	|	|	ADV
emaj-84	330	27	doi	doi	X
emaj-84	330	28	10.5195	10.5195	NUM
emaj-84	330	29	/	/	SYM
emaj-84	330	30	emaj.2015.84	emaj.2015.84	NOUN
emaj-84	330	31	|	|	NOUN
emaj-84	330	32	http://emaj.pitt.edu	http://emaj.pitt.edu	VERB
emaj-84	330	33	cherinet	cherinet	PROPN
emaj-84	330	34	boke	boke	VERB
emaj-84	330	35	chakiso	chakiso	NOUN
emaj-84	330	36	emerging	emerge	VERB
emaj-84	330	37	markets	market	NOUN
emaj-84	330	38	journal	journal	NOUN
emaj-84	330	39	|	|	ADV
emaj-84	330	40	p	p	NOUN
emaj-84	330	41	a	a	DET
emaj-84	330	42	g	g	NOUN
emaj-84	330	43	e	e	PROPN
emaj-84	330	44	|67	|67	NUM
emaj-84	330	45	dwyer	dwyer	PROPN
emaj-84	330	46	,	,	PUNCT
emaj-84	330	47	f.	f.	PROPN
emaj-84	330	48	r.	r.	PROPN
emaj-84	330	49	,	,	PUNCT
emaj-84	330	50	schurr	schurr	PROPN
emaj-84	330	51	,	,	PUNCT
emaj-84	330	52	p.h	p.h	PROPN
emaj-84	330	53	.	.	PROPN
emaj-84	330	54	,	,	PUNCT
emaj-84	330	55	&	&	CCONJ
emaj-84	330	56	oh	oh	INTJ
emaj-84	330	57	,	,	PUNCT
emaj-84	330	58	s.	s.	PROPN
emaj-84	330	59	(	(	PUNCT
emaj-84	330	60	1987	1987	NUM
emaj-84	330	61	)	)	PUNCT
emaj-84	330	62	.	.	PUNCT
emaj-84	331	1	developing	develop	VERB
emaj-84	331	2	buyer	buyer	NOUN
emaj-84	331	3	-	-	PUNCT
emaj-84	331	4	seller	seller	NOUN
emaj-84	331	5	relationships	relationship	NOUN
emaj-84	331	6	.	.	PUNCT
emaj-84	332	1	journal	journal	NOUN
emaj-84	332	2	of	of	ADP
emaj-84	332	3	marketing	marketing	NOUN
emaj-84	332	4	.	.	PUNCT
emaj-84	333	1	field	field	NOUN
emaj-84	333	2	,	,	PUNCT
emaj-84	333	3	a.	a.	NOUN
emaj-84	333	4	,	,	PUNCT
emaj-84	333	5	(	(	PUNCT
emaj-84	333	6	2005	2005	NUM
emaj-84	333	7	)	)	PUNCT
emaj-84	333	8	.	.	PUNCT
emaj-84	334	1	discovering	discover	VERB
emaj-84	334	2	statistics	statistic	NOUN
emaj-84	334	3	using	use	VERB
emaj-84	334	4	spss	spss	PROPN
emaj-84	334	5	.	.	PUNCT
emaj-84	335	1	(	(	PUNCT
emaj-84	335	2	2nd	2nd	PROPN
emaj-84	335	3	edition	edition	NOUN
emaj-84	335	4	)	)	PUNCT
emaj-84	335	5	.	.	PUNCT
emaj-84	336	1	sage	sage	NOUN
emaj-84	336	2	publications	publication	NOUN
emaj-84	336	3	limited	limit	VERB
emaj-84	336	4	flambard	flambard	NOUN
emaj-84	336	5	-	-	PUNCT
emaj-84	336	6	ruaud	ruaud	NOUN
emaj-84	336	7	,	,	PUNCT
emaj-84	336	8	s.	s.	PROPN
emaj-84	336	9	(	(	PUNCT
emaj-84	336	10	2005	2005	NUM
emaj-84	336	11	)	)	PUNCT
emaj-84	336	12	.	.	PUNCT
emaj-84	337	1	relationship	relationship	NOUN
emaj-84	337	2	marketing	marketing	NOUN
emaj-84	337	3	in	in	ADP
emaj-84	337	4	emerging	emerge	VERB
emaj-84	337	5	economies	economy	NOUN
emaj-84	337	6	:	:	PUNCT
emaj-84	337	7	some	some	DET
emaj-84	337	8	lessons	lesson	NOUN
emaj-84	337	9	for	for	ADP
emaj-84	337	10	the	the	DET
emaj-84	337	11	future	future	NOUN
emaj-84	337	12	.	.	PUNCT
emaj-84	338	1	vikalpa	vikalpa	NOUN
emaj-84	338	2	;	;	PUNCT
emaj-84	338	3	volume	volume	NOUN
emaj-84	338	4	30	30	NUM
emaj-84	338	5	.	.	PUNCT
emaj-84	339	1	george	george	PROPN
emaj-84	339	2	and	and	CCONJ
emaj-84	339	3	mallery	mallery	PROPN
emaj-84	339	4	,	,	PUNCT
emaj-84	339	5	(	(	PUNCT
emaj-84	339	6	2003	2003	NUM
emaj-84	339	7	)	)	PUNCT
emaj-84	339	8	.	.	PUNCT
emaj-84	340	1	business	business	NOUN
emaj-84	340	2	research	research	NOUN
emaj-84	340	3	methods	method	NOUN
emaj-84	340	4	,	,	PUNCT
emaj-84	340	5	oxford	oxford	PROPN
emaj-84	340	6	university	university	PROPN
emaj-84	340	7	press	press	NOUN
emaj-84	340	8	,	,	PUNCT
emaj-84	340	9	p19	p19	NOUN
emaj-84	340	10	gilmore	gilmore	NOUN
emaj-84	340	11	,	,	PUNCT
emaj-84	340	12	a.	a.	NOUN
emaj-84	340	13	(	(	PUNCT
emaj-84	340	14	2003	2003	NUM
emaj-84	340	15	)	)	PUNCT
emaj-84	340	16	.	.	PUNCT
emaj-84	341	1	services	service	NOUN
emaj-84	341	2	,	,	PUNCT
emaj-84	341	3	marketing	marketing	NOUN
emaj-84	341	4	and	and	CCONJ
emaj-84	341	5	management	management	NOUN
emaj-84	341	6	.	.	PUNCT
emaj-84	342	1	sage	sage	NOUN
emaj-84	342	2	publications	publications	PROPN
emaj-84	342	3	ltd	ltd	PROPN
emaj-84	342	4	grönroos	grönroos	PROPN
emaj-84	342	5	,	,	PUNCT
emaj-84	342	6	c.	c.	PROPN
emaj-84	342	7	(	(	PUNCT
emaj-84	342	8	1994	1994	NUM
emaj-84	342	9	)	)	PUNCT
emaj-84	342	10	.	.	PUNCT
emaj-84	343	1	from	from	ADP
emaj-84	343	2	marketing	market	VERB
emaj-84	343	3	mix	mix	NOUN
emaj-84	343	4	to	to	PART
emaj-84	343	5	relationship	relationship	NOUN
emaj-84	343	6	marketing	marketing	NOUN
emaj-84	343	7	:	:	PUNCT
emaj-84	343	8	towards	towards	ADP
emaj-84	343	9	a	a	DET
emaj-84	343	10	paradigm	paradigm	NOUN
emaj-84	343	11	shift	shift	NOUN
emaj-84	343	12	in	in	ADP
emaj-84	343	13	marketing	marketing	NOUN
emaj-84	343	14	.	.	PUNCT
emaj-84	344	1	management	management	NOUN
emaj-84	344	2	decision	decision	NOUN
emaj-84	344	3	,	,	PUNCT
emaj-84	344	4	vol	vol	NOUN
emaj-84	344	5	.	.	PROPN
emaj-84	344	6	32	32	NUM
emaj-84	345	1	no	no	NOUN
emaj-84	345	2	.	.	NOUN
emaj-84	345	3	2	2	NUM
emaj-84	345	4	,	,	PUNCT
emaj-84	345	5	1994	1994	NUM
emaj-84	345	6	,	,	PUNCT
emaj-84	345	7	pp	pp	ADJ
emaj-84	345	8	.	.	PUNCT
emaj-84	346	1	4	4	NUM
emaj-84	346	2	-	-	SYM
emaj-84	346	3	20	20	NUM
emaj-84	346	4	.	.	PUNCT
emaj-84	347	1	mcb	mcb	PROPN
emaj-84	347	2	university	university	PROPN
emaj-84	347	3	press	press	NOUN
emaj-84	347	4	limited	limit	VERB
emaj-84	347	5	.	.	PUNCT
emaj-84	348	1	hanover	hanover	PROPN
emaj-84	348	2	research	research	PROPN
emaj-84	348	3	,	,	PUNCT
emaj-84	348	4	(	(	PUNCT
emaj-84	348	5	june	june	PROPN
emaj-84	348	6	,	,	PUNCT
emaj-84	348	7	2011	2011	NUM
emaj-84	348	8	)	)	PUNCT
emaj-84	348	9	.	.	PUNCT
emaj-84	349	1	customer	customer	NOUN
emaj-84	349	2	loyalty	loyalty	NOUN
emaj-84	349	3	programs	program	NOUN
emaj-84	349	4	.	.	PUNCT
emaj-84	350	1	1101	1101	NUM
emaj-84	350	2	connecticut	connecticut	PROPN
emaj-84	350	3	ave	ave	PROPN
emaj-84	350	4	.	.	PUNCT
emaj-84	350	5	nw	nw	PROPN
emaj-84	350	6	,	,	PUNCT
emaj-84	350	7	suite	suite	NOUN
emaj-84	350	8	300	300	NUM
emaj-84	350	9	,	,	PUNCT
emaj-84	350	10	washington	washington	PROPN
emaj-84	350	11	,	,	PUNCT
emaj-84	350	12	dc	dc	PROPN
emaj-84	350	13	20036	20036	NUM
emaj-84	350	14	p	p	NOUN
emaj-84	350	15	202.756.2971	202.756.2971	NUM
emaj-84	350	16	f	f	NOUN
emaj-84	350	17	www.hanoverresearch.com	www.hanoverresearch.com	X
emaj-84	350	18	hennig	hennig	PROPN
emaj-84	350	19	-	-	PUNCT
emaj-84	350	20	thurau	thurau	PROPN
emaj-84	350	21	,	,	PUNCT
emaj-84	350	22	h.	h.	PROPN
emaj-84	350	23	&	&	CCONJ
emaj-84	350	24	hansen	hansen	PROPN
emaj-84	350	25	,	,	PUNCT
emaj-84	350	26	u.	u.	PROPN
emaj-84	350	27	(	(	PUNCT
emaj-84	350	28	2003	2003	NUM
emaj-84	350	29	)	)	PUNCT
emaj-84	350	30	.	.	PUNCT
emaj-84	351	1	relationship	relationship	NOUN
emaj-84	351	2	marketing	marketing	NOUN
emaj-84	351	3	–	–	PUNCT
emaj-84	351	4	some	some	DET
emaj-84	351	5	reflections	reflection	NOUN
emaj-84	351	6	on	on	ADP
emaj-84	351	7	the	the	DET
emaj-84	351	8	state	state	NOUN
emaj-84	351	9	-	-	PUNCT
emaj-84	351	10	of	of	ADP
emaj-84	351	11	-	-	PUNCT
emaj-84	351	12	the	the	DET
emaj-84	351	13	-	-	PUNCT
emaj-84	351	14	art	art	NOUN
emaj-84	351	15	of	of	ADP
emaj-84	351	16	the	the	DET
emaj-84	351	17	relational	relational	ADJ
emaj-84	351	18	concept	concept	NOUN
emaj-84	351	19	.	.	PUNCT
emaj-84	352	1	university	university	NOUN
emaj-84	352	2	of	of	ADP
emaj-84	352	3	hanover	hanover	PROPN
emaj-84	352	4	.	.	PUNCT
emaj-84	353	1	izah	izah	PROPN
emaj-84	353	2	mohd	mohd	PROPN
emaj-84	353	3	tahir	tahir	PROPN
emaj-84	353	4	,	,	PUNCT
emaj-84	353	5	i.m	i.m	PROPN
emaj-84	353	6	.	.	PROPN
emaj-84	353	7	&	&	CCONJ
emaj-84	353	8	zulkifli	zulkifli	PROPN
emaj-84	353	9	,	,	PUNCT
emaj-84	353	10	z.	z.	PROPN
emaj-84	353	11	(	(	PUNCT
emaj-84	353	12	2011	2011	NUM
emaj-84	353	13	)	)	PUNCT
emaj-84	353	14	.	.	PUNCT
emaj-84	354	1	a	a	DET
emaj-84	354	2	preliminary	preliminary	ADJ
emaj-84	354	3	analysis	analysis	NOUN
emaj-84	354	4	of	of	ADP
emaj-84	354	5	crm	crm	NOUN
emaj-84	354	6	practices	practice	NOUN
emaj-84	354	7	among	among	ADP
emaj-84	354	8	banks	bank	NOUN
emaj-84	354	9	from	from	ADP
emaj-84	354	10	the	the	DET
emaj-84	354	11	customers	customer	NOUN
emaj-84	354	12	’	’	PART
emaj-84	354	13	perspectives	perspective	NOUN
emaj-84	354	14	.	.	PUNCT
emaj-84	355	1	journal	journal	NOUN
emaj-84	355	2	of	of	ADP
emaj-84	355	3	public	public	ADJ
emaj-84	355	4	administration	administration	NOUN
emaj-84	355	5	and	and	CCONJ
emaj-84	355	6	governance	governance	NOUN
emaj-84	355	7	.	.	PUNCT
emaj-84	356	1	vol	vol	NOUN
emaj-84	356	2	.	.	PROPN
emaj-84	357	1	1	1	NUM
emaj-84	357	2	,	,	PUNCT
emaj-84	357	3	no	no	INTJ
emaj-84	357	4	.	.	NOUN
emaj-84	357	5	1	1	X
emaj-84	357	6	.	.	X
emaj-84	358	1	izquierdo	izquierdo	PROPN
emaj-84	358	2	,	,	PUNCT
emaj-84	358	3	c.c	c.c	PROPN
emaj-84	358	4	.	.	PROPN
emaj-84	358	5	cilla´n	cilla´n	PROPN
emaj-84	358	6	,	,	PUNCT
emaj-84	358	7	j.g	j.g	PROPN
emaj-84	358	8	.	.	PROPN
emaj-84	358	9	&	&	CCONJ
emaj-84	358	10	gutie´rrez	gutie´rrez	PROPN
emaj-84	358	11	,	,	PUNCT
emaj-84	358	12	s.m	s.m	PROPN
emaj-84	358	13	.	.	PROPN
emaj-84	358	14	(	(	PUNCT
emaj-84	358	15	2005	2005	NUM
emaj-84	358	16	)	)	PUNCT
emaj-84	358	17	.	.	PUNCT
emaj-84	359	1	the	the	DET
emaj-84	359	2	impact	impact	NOUN
emaj-84	359	3	of	of	ADP
emaj-84	359	4	customer	customer	NOUN
emaj-84	359	5	relationship	relationship	NOUN
emaj-84	359	6	marketing	marketing	NOUN
emaj-84	359	7	on	on	ADP
emaj-84	359	8	the	the	DET
emaj-84	359	9	firm	firm	ADJ
emaj-84	359	10	performance	performance	NOUN
emaj-84	359	11	:	:	PUNCT
emaj-84	359	12	a	a	DET
emaj-84	359	13	spanish	spanish	ADJ
emaj-84	359	14	case	case	NOUN
emaj-84	359	15	.	.	PUNCT
emaj-84	360	1	journal	journal	PROPN
emaj-84	360	2	of	of	ADP
emaj-84	360	3	services	service	NOUN
emaj-84	360	4	marketing	marketing	NOUN
emaj-84	360	5	,	,	PUNCT
emaj-84	360	6	volume	volume	NOUN
emaj-84	360	7	19	19	NUM
emaj-84	360	8	,	,	PUNCT
emaj-84	360	9	p.234	p.234	X
emaj-84	360	10	–	–	PUNCT
emaj-84	360	11	244	244	NUM
emaj-84	360	12	,	,	PUNCT
emaj-84	360	13	emerald	emerald	NOUN
emaj-84	360	14	group	group	PROPN
emaj-84	360	15	publishing	publishing	PROPN
emaj-84	360	16	limited	limited	PROPN
emaj-84	360	17	john	john	PROPN
emaj-84	360	18	williams	williams	PROPN
emaj-84	360	19	,	,	PUNCT
emaj-84	360	20	(	(	PUNCT
emaj-84	360	21	2004	2004	NUM
emaj-84	360	22	)	)	PUNCT
emaj-84	360	23	.	.	PUNCT
emaj-84	361	1	marketing	marketing	NOUN
emaj-84	361	2	research	research	NOUN
emaj-84	361	3	and	and	CCONJ
emaj-84	361	4	information	information	NOUN
emaj-84	361	5	.	.	PUNCT
emaj-84	362	1	elsevier	elsevier	PROPN
emaj-84	362	2	ltd	ltd	PROPN
emaj-84	362	3	,	,	PUNCT
emaj-84	362	4	great	great	ADJ
emaj-84	362	5	britain	britain	PROPN
emaj-84	362	6	kanagal	kanagal	PROPN
emaj-84	362	7	,	,	PUNCT
emaj-84	362	8	n.	n.	PROPN
emaj-84	362	9	(	(	PUNCT
emaj-84	362	10	2009	2009	NUM
emaj-84	362	11	)	)	PUNCT
emaj-84	362	12	.	.	PUNCT
emaj-84	363	1	role	role	NOUN
emaj-84	363	2	of	of	ADP
emaj-84	363	3	relationship	relationship	NOUN
emaj-84	363	4	marketing	marketing	NOUN
emaj-84	363	5	in	in	ADP
emaj-84	363	6	competitive	competitive	ADJ
emaj-84	363	7	marketing	marketing	NOUN
emaj-84	363	8	strategy	strategy	NOUN
emaj-84	363	9	.	.	PUNCT
emaj-84	364	1	journal	journal	NOUN
emaj-84	364	2	of	of	ADP
emaj-84	364	3	management	management	NOUN
emaj-84	364	4	and	and	CCONJ
emaj-84	364	5	marketing	marketing	NOUN
emaj-84	364	6	research	research	NOUN
emaj-84	364	7	.	.	PUNCT
emaj-84	365	1	indian	indian	PROPN
emaj-84	365	2	institute	institute	PROPN
emaj-84	365	3	of	of	ADP
emaj-84	365	4	management	management	NOUN
emaj-84	365	5	,	,	PUNCT
emaj-84	365	6	bangalore	bangalore	NOUN
emaj-84	365	7	volume	volume	NOUN
emaj-84	365	8	5	5	NUM
emaj-84	365	9	no	no	DET
emaj-84	365	10	2	2	NUM
emaj-84	365	11	(	(	PUNCT
emaj-84	365	12	2015	2015	NUM
emaj-84	365	13	)	)	PUNCT
emaj-84	365	14	|	|	ADV
emaj-84	365	15	issn	issn	VERB
emaj-84	365	16	2158	2158	NUM
emaj-84	365	17	-	-	SYM
emaj-84	365	18	8708	8708	NUM
emaj-84	365	19	(	(	PUNCT
emaj-84	365	20	online	online	NOUN
emaj-84	365	21	)	)	PUNCT
emaj-84	365	22	|	|	ADV
emaj-84	365	23	doi	doi	X
emaj-84	365	24	10.5195	10.5195	NUM
emaj-84	365	25	/	/	SYM
emaj-84	365	26	emaj.2015.84	emaj.2015.84	NOUN
emaj-84	365	27	|	|	NOUN
emaj-84	365	28	http://emaj.pitt.edu	http://emaj.pitt.edu	VERB
emaj-84	365	29	the	the	DET
emaj-84	365	30	effect	effect	NOUN
emaj-84	365	31	of	of	ADP
emaj-84	365	32	relationship	relationship	NOUN
emaj-84	365	33	marketing	marketing	NOUN
emaj-84	365	34	on	on	ADP
emaj-84	365	35	customers	customer	NOUN
emaj-84	365	36	’	'	PUNCT
emaj-84	365	37	loyalty	loyalty	NOUN
emaj-84	365	38	(	(	PUNCT
emaj-84	365	39	evidence	evidence	NOUN
emaj-84	365	40	from	from	ADP
emaj-84	365	41	zemen	zemen	PROPN
emaj-84	365	42	bank	bank	PROPN
emaj-84	365	43	)	)	PUNCT
emaj-84	365	44	page	page	NOUN
emaj-84	365	45	|68|	|68|	NOUN
emaj-84	365	46	emerging	emerge	VERB
emaj-84	365	47	markets	market	NOUN
emaj-84	365	48	journal	journal	PROPN
emaj-84	365	49	kaur	kaur	PROPN
emaj-84	365	50	g.	g.	PROPN
emaj-84	365	51	,	,	PUNCT
emaj-84	365	52	sharma	sharma	PROPN
emaj-84	365	53	r.d	r.d	PROPN
emaj-84	365	54	.	.	PROPN
emaj-84	365	55	,	,	PUNCT
emaj-84	365	56	and	and	CCONJ
emaj-84	365	57	mahajan	mahajan	PROPN
emaj-84	365	58	n.	n.	PROPN
emaj-84	365	59	,	,	PUNCT
emaj-84	365	60	(	(	PUNCT
emaj-84	365	61	2012	2012	NUM
emaj-84	365	62	)	)	PUNCT
emaj-84	365	63	.	.	PUNCT
emaj-84	366	1	exploring	explore	VERB
emaj-84	366	2	customer	customer	NOUN
emaj-84	366	3	switching	switch	VERB
emaj-84	366	4	intentions	intention	NOUN
emaj-84	366	5	through	through	ADP
emaj-84	366	6	relationship	relationship	NOUN
emaj-84	366	7	marketing	marketing	NOUN
emaj-84	366	8	paradigm	paradigm	NOUN
emaj-84	366	9	.	.	PUNCT
emaj-84	367	1	international	international	ADJ
emaj-84	367	2	journal	journal	PROPN
emaj-84	367	3	of	of	ADP
emaj-84	367	4	bank	bank	PROPN
emaj-84	367	5	marketing	marketing	NOUN
emaj-84	367	6	vol	vol	NOUN
emaj-84	367	7	.	.	PROPN
emaj-84	367	8	30	30	NUM
emaj-84	368	1	no	no	NOUN
emaj-84	368	2	.	.	NOUN
emaj-84	369	1	4	4	NUM
emaj-84	369	2	,	,	PUNCT
emaj-84	369	3	pp	pp	ADJ
emaj-84	369	4	.	.	PUNCT
emaj-84	370	1	280	280	NUM
emaj-84	370	2	-	-	SYM
emaj-84	370	3	302	302	NUM
emaj-84	370	4	,	,	PUNCT
emaj-84	370	5	emerald	emerald	NOUN
emaj-84	370	6	group	group	NOUN
emaj-84	370	7	publishing	publishing	NOUN
emaj-84	370	8	limited	limit	VERB
emaj-84	370	9	.	.	PUNCT
emaj-84	371	1	kidane	kidane	PROPN
emaj-84	371	2	assefa	assefa	PROPN
emaj-84	371	3	,	,	PUNCT
emaj-84	371	4	(	(	PUNCT
emaj-84	371	5	2012	2012	NUM
emaj-84	371	6	)	)	PUNCT
emaj-84	371	7	.	.	PUNCT
emaj-84	372	1	relationship	relationship	NOUN
emaj-84	372	2	marketing	marketing	NOUN
emaj-84	372	3	in	in	ADP
emaj-84	372	4	the	the	DET
emaj-84	372	5	hotel	hotel	NOUN
emaj-84	372	6	industry	industry	NOUN
emaj-84	372	7	:	:	PUNCT
emaj-84	372	8	the	the	DET
emaj-84	372	9	nexus	nexus	NOUN
emaj-84	372	10	between	between	ADP
emaj-84	372	11	concepts	concept	NOUN
emaj-84	372	12	and	and	CCONJ
emaj-84	372	13	practices	practice	NOUN
emaj-84	372	14	(	(	PUNCT
emaj-84	372	15	a	a	DET
emaj-84	372	16	case	case	NOUN
emaj-84	372	17	of	of	ADP
emaj-84	372	18	ghion	ghion	NOUN
emaj-84	372	19	hotel	hotel	NOUN
emaj-84	372	20	,	,	PUNCT
emaj-84	372	21	addis	addis	PROPN
emaj-84	372	22	ababa	ababa	PROPN
emaj-84	372	23	branch	branch	PROPN
emaj-84	372	24	,	,	PUNCT
emaj-84	372	25	ethiopia	ethiopia	PROPN
emaj-84	372	26	)	)	PUNCT
emaj-84	372	27	.	.	PUNCT
emaj-84	373	1	unplished	unplished	ADJ
emaj-84	373	2	ma	ma	PROPN
emaj-84	373	3	project	project	PROPN
emaj-84	373	4	.	.	PUNCT
emaj-84	374	1	addis	addis	PROPN
emaj-84	374	2	ababa	ababa	PROPN
emaj-84	374	3	university	university	PROPN
emaj-84	374	4	.	.	PUNCT
emaj-84	375	1	kothari	kothari	PROPN
emaj-84	375	2	,	,	PUNCT
emaj-84	375	3	c.r	c.r	PROPN
emaj-84	375	4	.	.	PROPN
emaj-84	375	5	(	(	PUNCT
emaj-84	375	6	2004	2004	NUM
emaj-84	375	7	)	)	PUNCT
emaj-84	375	8	.	.	PUNCT
emaj-84	376	1	research	research	NOUN
emaj-84	376	2	methodology	methodology	NOUN
emaj-84	376	3	methods	method	NOUN
emaj-84	376	4	and	and	CCONJ
emaj-84	376	5	techniques	technique	NOUN
emaj-84	376	6	.	.	PUNCT
emaj-84	377	1	(	(	PUNCT
emaj-84	377	2	2nd	2nd	PROPN
emaj-84	377	3	edition	edition	NOUN
emaj-84	377	4	)	)	PUNCT
emaj-84	377	5	.	.	PUNCT
emaj-84	378	1	new	new	ADJ
emaj-84	378	2	age	age	NOUN
emaj-84	378	3	international	international	ADJ
emaj-84	378	4	publishers	publisher	NOUN
emaj-84	378	5	,	,	PUNCT
emaj-84	378	6	india	india	PROPN
emaj-84	378	7	.	.	PUNCT
emaj-84	378	8	kotler	kotler	PROPN
emaj-84	378	9	,	,	PUNCT
emaj-84	378	10	p.	p.	PROPN
emaj-84	378	11	&	&	CCONJ
emaj-84	378	12	keller	keller	PROPN
emaj-84	378	13	k.l	k.l	PROPN
emaj-84	378	14	.	.	PROPN
emaj-84	378	15	,	,	PUNCT
emaj-84	378	16	(	(	PUNCT
emaj-84	378	17	2012	2012	NUM
emaj-84	378	18	)	)	PUNCT
emaj-84	378	19	.	.	PUNCT
emaj-84	379	1	marketing	marketing	NOUN
emaj-84	379	2	management	management	NOUN
emaj-84	379	3	.	.	PUNCT
emaj-84	380	1	(	(	PUNCT
emaj-84	380	2	14th	14th	NUM
emaj-84	380	3	edition	edition	NOUN
emaj-84	380	4	)	)	PUNCT
emaj-84	380	5	.	.	PUNCT
emaj-84	381	1	pearson	pearson	PROPN
emaj-84	381	2	education	education	PROPN
emaj-84	381	3	,	,	PUNCT
emaj-84	381	4	inc	inc	PROPN
emaj-84	381	5	.	.	PROPN
emaj-84	381	6	,	,	PUNCT
emaj-84	381	7	publishing	publish	VERB
emaj-84	381	8	as	as	ADP
emaj-84	381	9	prentice	prentice	NOUN
emaj-84	381	10	hall	hall	NOUN
emaj-84	381	11	,	,	PUNCT
emaj-84	381	12	one	one	NUM
emaj-84	381	13	lake	lake	PROPN
emaj-84	381	14	street	street	PROPN
emaj-84	381	15	,	,	PUNCT
emaj-84	381	16	upper	upper	ADJ
emaj-84	381	17	saddle	saddle	NOUN
emaj-84	381	18	river	river	NOUN
emaj-84	381	19	,	,	PUNCT
emaj-84	381	20	new	new	PROPN
emaj-84	381	21	jersey	jersey	PROPN
emaj-84	381	22	07458	07458	NUM
emaj-84	381	23	kotler	kotler	NOUN
emaj-84	381	24	,	,	PUNCT
emaj-84	381	25	p.	p.	NOUN
emaj-84	381	26	and	and	CCONJ
emaj-84	381	27	keller	keller	PROPN
emaj-84	381	28	,	,	PUNCT
emaj-84	381	29	k.l	k.l	PROPN
emaj-84	381	30	.	.	PROPN
emaj-84	381	31	(	(	PUNCT
emaj-84	381	32	2006	2006	NUM
emaj-84	381	33	)	)	PUNCT
emaj-84	381	34	.	.	PUNCT
emaj-84	382	1	marketing	marketing	NOUN
emaj-84	382	2	management	management	NOUN
emaj-84	382	3	(	(	PUNCT
emaj-84	382	4	12th	12th	NOUN
emaj-84	382	5	edition	edition	NOUN
emaj-84	382	6	)	)	PUNCT
emaj-84	382	7	.	.	PUNCT
emaj-84	383	1	pearson	pearson	PROPN
emaj-84	383	2	education	education	PROPN
emaj-84	383	3	,	,	PUNCT
emaj-84	383	4	inc	inc	PROPN
emaj-84	383	5	.	.	PROPN
emaj-84	383	6	,	,	PUNCT
emaj-84	383	7	upper	upper	ADJ
emaj-84	383	8	saddle	saddle	NOUN
emaj-84	383	9	river	river	NOUN
emaj-84	383	10	,	,	PUNCT
emaj-84	383	11	new	new	PROPN
emaj-84	383	12	jersey	jersey	PROPN
emaj-84	383	13	liu	liu	PROPN
emaj-84	383	14	,	,	PUNCT
emaj-84	383	15	m.t	m.t	PROPN
emaj-84	383	16	.	.	PROPN
emaj-84	383	17	chu	chu	PROPN
emaj-84	383	18	,	,	PUNCT
emaj-84	383	19	r.	r.	PROPN
emaj-84	383	20	wong	wong	PROPN
emaj-84	383	21	,	,	PUNCT
emaj-84	383	22	i.a	i.a	PROPN
emaj-84	383	23	.	.	PROPN
emaj-84	383	24	zúñiga	zúñiga	PROPN
emaj-84	383	25	,	,	PUNCT
emaj-84	383	26	m.a	m.a	PROPN
emaj-84	383	27	.	.	PROPN
emaj-84	383	28	meng	meng	PROPN
emaj-84	383	29	,	,	PUNCT
emaj-84	383	30	y.	y.	PROPN
emaj-84	383	31	&	&	CCONJ
emaj-84	383	32	pang	pang	PROPN
emaj-84	383	33	,	,	PUNCT
emaj-84	383	34	c.	c.	NOUN
emaj-84	383	35	(	(	PUNCT
emaj-84	383	36	2012	2012	NUM
emaj-84	383	37	)	)	PUNCT
emaj-84	383	38	.	.	PUNCT
emaj-84	384	1	exploring	explore	VERB
emaj-84	384	2	the	the	DET
emaj-84	384	3	relationship	relationship	NOUN
emaj-84	384	4	among	among	ADP
emaj-84	384	5	affective	affective	ADJ
emaj-84	384	6	loyalty	loyalty	NOUN
emaj-84	384	7	,	,	PUNCT
emaj-84	384	8	perceived	perceive	VERB
emaj-84	384	9	benefits	benefit	NOUN
emaj-84	384	10	,	,	PUNCT
emaj-84	384	11	attitude	attitude	NOUN
emaj-84	384	12	,	,	PUNCT
emaj-84	384	13	and	and	CCONJ
emaj-84	384	14	intention	intention	NOUN
emaj-84	384	15	to	to	PART
emaj-84	384	16	use	use	VERB
emaj-84	384	17	co	co	ADJ
emaj-84	384	18	-	-	ADJ
emaj-84	384	19	branded	branded	ADJ
emaj-84	384	20	products	product	NOUN
emaj-84	384	21	.	.	PUNCT
emaj-84	385	1	asia	asia	PROPN
emaj-84	385	2	pacific	pacific	PROPN
emaj-84	385	3	journal	journal	PROPN
emaj-84	385	4	of	of	ADP
emaj-84	385	5	marketing	marketing	NOUN
emaj-84	385	6	and	and	CCONJ
emaj-84	385	7	logistics	logistic	NOUN
emaj-84	385	8	,	,	PUNCT
emaj-84	385	9	emerald	emerald	NOUN
emaj-84	385	10	group	group	NOUN
emaj-84	385	11	publishing	publishing	NOUN
emaj-84	385	12	limited	limit	VERB
emaj-84	385	13	.	.	PUNCT
emaj-84	386	1	marczyk	marczyk	PROPN
emaj-84	386	2	,	,	PUNCT
emaj-84	386	3	g.	g.	PROPN
emaj-84	386	4	dematteo	dematteo	PROPN
emaj-84	386	5	,	,	PUNCT
emaj-84	386	6	d.	d.	PROPN
emaj-84	386	7	festinger	festinger	PROPN
emaj-84	386	8	,	,	PUNCT
emaj-84	386	9	d.	d.	PROPN
emaj-84	386	10	(	(	PUNCT
emaj-84	386	11	2005	2005	NUM
emaj-84	386	12	)	)	PUNCT
emaj-84	386	13	.	.	PUNCT
emaj-84	387	1	essentials	essential	NOUN
emaj-84	387	2	of	of	ADP
emaj-84	387	3	research	research	NOUN
emaj-84	387	4	design	design	NOUN
emaj-84	387	5	and	and	CCONJ
emaj-84	387	6	methodology	methodology	NOUN
emaj-84	387	7	.	.	PUNCT
emaj-84	388	1	john	john	PROPN
emaj-84	388	2	wiley	wiley	PROPN
emaj-84	388	3	&	&	CCONJ
emaj-84	388	4	sons	sons	PROPN
emaj-84	388	5	,	,	PUNCT
emaj-84	388	6	inc	inc	PROPN
emaj-84	388	7	.	.	PROPN
emaj-84	388	8	,	,	PUNCT
emaj-84	388	9	hoboken	hoboken	PROPN
emaj-84	388	10	,	,	PUNCT
emaj-84	388	11	new	new	PROPN
emaj-84	388	12	jersey	jersey	PROPN
emaj-84	388	13	.	.	PUNCT
emaj-84	389	1	marshall	marshall	PROPN
emaj-84	389	2	,	,	PUNCT
emaj-84	389	3	n.w	n.w	PROPN
emaj-84	389	4	.	.	PROPN
emaj-84	389	5	(	(	PUNCT
emaj-84	389	6	2010	2010	NUM
emaj-84	389	7	)	)	PUNCT
emaj-84	389	8	.	.	PUNCT
emaj-84	390	1	commitment	commitment	NOUN
emaj-84	390	2	,	,	PUNCT
emaj-84	390	3	loyalty	loyalty	NOUN
emaj-84	390	4	and	and	CCONJ
emaj-84	390	5	customer	customer	NOUN
emaj-84	390	6	lifetime	lifetime	NOUN
emaj-84	390	7	value	value	NOUN
emaj-84	390	8	:	:	PUNCT
emaj-84	390	9	investigating	investigate	VERB
emaj-84	390	10	the	the	DET
emaj-84	390	11	relationships	relationship	NOUN
emaj-84	390	12	among	among	ADP
emaj-84	390	13	key	key	ADJ
emaj-84	390	14	determinants	determinant	NOUN
emaj-84	390	15	.	.	PUNCT
emaj-84	391	1	journal	journal	NOUN
emaj-84	391	2	of	of	ADP
emaj-84	391	3	business	business	PROPN
emaj-84	391	4	&	&	CCONJ
emaj-84	391	5	economics	economics	PROPN
emaj-84	391	6	research	research	PROPN
emaj-84	391	7	–	–	PUNCT
emaj-84	391	8	.	.	PUNCT
emaj-84	392	1	volume	volume	NOUN
emaj-84	392	2	8	8	NUM
emaj-84	392	3	,	,	PUNCT
emaj-84	392	4	no	no	INTJ
emaj-84	392	5	.	.	NOUN
emaj-84	392	6	8	8	NUM
emaj-84	392	7	.	.	X
emaj-84	392	8	morgan	morgan	PROPN
emaj-84	392	9	,	,	PUNCT
emaj-84	392	10	r.	r.	PROPN
emaj-84	392	11	&	&	CCONJ
emaj-84	392	12	hunt	hunt	PROPN
emaj-84	392	13	,	,	PUNCT
emaj-84	392	14	s.	s.	PROPN
emaj-84	392	15	(	(	PUNCT
emaj-84	392	16	1994	1994	NUM
emaj-84	392	17	)	)	PUNCT
emaj-84	392	18	.	.	PUNCT
emaj-84	393	1	the	the	DET
emaj-84	393	2	commitmenttrust	commitmenttrust	PROPN
emaj-84	393	3	theory	theory	NOUN
emaj-84	393	4	of	of	ADP
emaj-84	393	5	relationship	relationship	NOUN
emaj-84	393	6	marketing	marketing	NOUN
emaj-84	393	7	.	.	PUNCT
emaj-84	394	1	journal	journal	NOUN
emaj-84	394	2	of	of	ADP
emaj-84	394	3	marketing	marketing	NOUN
emaj-84	394	4	;	;	PUNCT
emaj-84	394	5	vol	vol	NOUN
emaj-84	394	6	.	.	PROPN
emaj-84	394	7	58	58	NUM
emaj-84	394	8	,	,	PUNCT
emaj-84	394	9	p20	p20	NOUN
emaj-84	394	10	-	-	PUNCT
emaj-84	394	11	38	38	NUM
emaj-84	394	12	mosavi	mosavi	NOUN
emaj-84	394	13	,	,	PUNCT
emaj-84	394	14	s.a	s.a	PROPN
emaj-84	394	15	.	.	PROPN
emaj-84	394	16	and	and	CCONJ
emaj-84	394	17	ghaedi	ghaedi	VERB
emaj-84	394	18	,	,	PUNCT
emaj-84	394	19	m.	m.	NOUN
emaj-84	394	20	(	(	PUNCT
emaj-84	394	21	2012	2012	NUM
emaj-84	394	22	)	)	PUNCT
emaj-84	394	23	.	.	PUNCT
emaj-84	395	1	a	a	DET
emaj-84	395	2	survey	survey	NOUN
emaj-84	395	3	on	on	ADP
emaj-84	395	4	the	the	DET
emaj-84	395	5	relationships	relationship	NOUN
emaj-84	395	6	between	between	ADP
emaj-84	395	7	customer	customer	NOUN
emaj-84	395	8	satisfaction	satisfaction	NOUN
emaj-84	395	9	,	,	PUNCT
emaj-84	395	10	image	image	NOUN
emaj-84	395	11	,	,	PUNCT
emaj-84	395	12	trust	trust	NOUN
emaj-84	395	13	and	and	CCONJ
emaj-84	395	14	customer	customer	NOUN
emaj-84	395	15	advocacy	advocacy	NOUN
emaj-84	395	16	behavior	behavior	NOUN
emaj-84	395	17	.	.	PUNCT
emaj-84	396	1	african	african	ADJ
emaj-84	396	2	journal	journal	PROPN
emaj-84	396	3	of	of	ADP
emaj-84	396	4	business	business	NOUN
emaj-84	396	5	management	management	NOUN
emaj-84	396	6	vol	vol	NOUN
emaj-84	396	7	.	.	PUNCT
emaj-84	396	8	6(8	6(8	NUM
emaj-84	396	9	)	)	PUNCT
emaj-84	396	10	,	,	PUNCT
emaj-84	396	11	pp	pp	ADP
emaj-84	396	12	.	.	PUNCT
emaj-84	397	1	2897	2897	NUM
emaj-84	397	2	-	-	SYM
emaj-84	397	3	2910	2910	NUM
emaj-84	397	4	volume	volume	NOUN
emaj-84	397	5	5	5	NUM
emaj-84	397	6	no	no	DET
emaj-84	397	7	2	2	NUM
emaj-84	397	8	(	(	PUNCT
emaj-84	397	9	2015	2015	NUM
emaj-84	397	10	)	)	PUNCT
emaj-84	397	11	|	|	ADV
emaj-84	397	12	issn	issn	VERB
emaj-84	397	13	2158	2158	NUM
emaj-84	397	14	-	-	SYM
emaj-84	397	15	8708	8708	NUM
emaj-84	397	16	(	(	PUNCT
emaj-84	397	17	online	online	NOUN
emaj-84	397	18	)	)	PUNCT
emaj-84	397	19	|	|	ADV
emaj-84	397	20	doi	doi	X
emaj-84	397	21	10.5195	10.5195	NUM
emaj-84	397	22	/	/	SYM
emaj-84	397	23	emaj.2015.84	emaj.2015.84	NOUN
emaj-84	397	24	|	|	NOUN
emaj-84	397	25	http://emaj.pitt.edu	http://emaj.pitt.edu	VERB
emaj-84	397	26	cherinet	cherinet	PROPN
emaj-84	397	27	boke	boke	VERB
emaj-84	397	28	chakiso	chakiso	NOUN
emaj-84	397	29	emerging	emerge	VERB
emaj-84	397	30	markets	market	NOUN
emaj-84	397	31	journal	journal	NOUN
emaj-84	398	1	|	|	ADV
emaj-84	398	2	p	p	NOUN
emaj-84	398	3	a	a	DET
emaj-84	398	4	g	g	NOUN
emaj-84	398	5	e	e	ADP
emaj-84	398	6	|69	|69	PROPN
emaj-84	398	7	muge	muge	PROPN
emaj-84	398	8	arslan	arslan	PROPN
emaj-84	398	9	,	,	PUNCT
emaj-84	398	10	f.	f.	PROPN
emaj-84	398	11	and	and	CCONJ
emaj-84	398	12	altuna	altuna	PROPN
emaj-84	398	13	,	,	PUNCT
emaj-84	398	14	o.k	o.k	PROPN
emaj-84	398	15	.	.	PROPN
emaj-84	398	16	(	(	PUNCT
emaj-84	398	17	2010	2010	NUM
emaj-84	398	18	)	)	PUNCT
emaj-84	398	19	.	.	PUNCT
emaj-84	399	1	the	the	DET
emaj-84	399	2	effect	effect	NOUN
emaj-84	399	3	of	of	ADP
emaj-84	399	4	brand	brand	NOUN
emaj-84	399	5	extensions	extension	NOUN
emaj-84	399	6	on	on	ADP
emaj-84	399	7	product	product	NOUN
emaj-84	399	8	brand	brand	NOUN
emaj-84	399	9	image	image	NOUN
emaj-84	399	10	.	.	PUNCT
emaj-84	400	1	journal	journal	NOUN
emaj-84	400	2	of	of	ADP
emaj-84	400	3	product	product	NOUN
emaj-84	400	4	&	&	CCONJ
emaj-84	400	5	brand	brand	PROPN
emaj-84	400	6	management	management	PROPN
emaj-84	400	7	19/3	19/3	NUM
emaj-84	400	8	(	(	PUNCT
emaj-84	400	9	2010	2010	NUM
emaj-84	400	10	)	)	PUNCT
emaj-84	400	11	170–180	170–180	NUM
emaj-84	400	12	.	.	PUNCT
emaj-84	401	1	emerald	emerald	PROPN
emaj-84	401	2	group	group	PROPN
emaj-84	401	3	publishing	publishing	PROPN
emaj-84	401	4	limited	limit	VERB
emaj-84	401	5	.	.	PUNCT
emaj-84	402	1	mudie	mudie	PROPN
emaj-84	402	2	,	,	PUNCT
emaj-84	402	3	p.	p.	NOUN
emaj-84	402	4	and	and	CCONJ
emaj-84	402	5	pirrie	pirrie	PROPN
emaj-84	402	6	,	,	PUNCT
emaj-84	402	7	a.	a.	NOUN
emaj-84	402	8	(	(	PUNCT
emaj-84	402	9	2006	2006	NUM
emaj-84	402	10	)	)	PUNCT
emaj-84	402	11	.	.	PUNCT
emaj-84	403	1	services	service	NOUN
emaj-84	403	2	marketing	marketing	NOUN
emaj-84	403	3	management	management	NOUN
emaj-84	403	4	.	.	PUNCT
emaj-84	404	1	(	(	PUNCT
emaj-84	404	2	third	third	ADJ
emaj-84	404	3	edition	edition	NOUN
emaj-84	404	4	)	)	PUNCT
emaj-84	404	5	.	.	PUNCT
emaj-84	405	1	published	publish	VERB
emaj-84	405	2	by	by	ADP
emaj-84	405	3	elsevier	elsevier	PROPN
emaj-84	405	4	ltd	ltd	PROPN
emaj-84	405	5	.	.	PROPN
emaj-84	405	6	national	national	PROPN
emaj-84	405	7	bank	bank	PROPN
emaj-84	405	8	of	of	ADP
emaj-84	405	9	ethiopia	ethiopia	PROPN
emaj-84	405	10	report	report	PROPN
emaj-84	405	11	,	,	PUNCT
emaj-84	405	12	2012	2012	NUM
emaj-84	405	13	.	.	PUNCT
emaj-84	406	1	ndubisi	ndubisi	PROPN
emaj-84	406	2	,	,	PUNCT
emaj-84	406	3	n.	n.	PROPN
emaj-84	406	4	o.	o.	PROPN
emaj-84	406	5	and	and	CCONJ
emaj-84	406	6	wah	wah	PROPN
emaj-84	406	7	,	,	PUNCT
emaj-84	406	8	c.k	c.k	PROPN
emaj-84	406	9	.	.	PUNCT
emaj-84	406	10	(	(	PUNCT
emaj-84	406	11	2005	2005	NUM
emaj-84	406	12	)	)	PUNCT
emaj-84	406	13	.	.	PUNCT
emaj-84	407	1	factorial	factorial	NOUN
emaj-84	407	2	and	and	CCONJ
emaj-84	407	3	discriminant	discriminant	ADJ
emaj-84	407	4	analysis	analysis	NOUN
emaj-84	407	5	of	of	ADP
emaj-84	407	6	the	the	DET
emaj-84	407	7	underpinnings	underpinning	NOUN
emaj-84	407	8	of	of	ADP
emaj-84	407	9	relationship	relationship	NOUN
emaj-84	407	10	marketing	marketing	NOUN
emaj-84	407	11	and	and	CCONJ
emaj-84	407	12	customer	customer	NOUN
emaj-84	407	13	satisfaction	satisfaction	NOUN
emaj-84	407	14	.	.	PUNCT
emaj-84	408	1	international	international	ADJ
emaj-84	408	2	journal	journal	PROPN
emaj-84	408	3	of	of	ADP
emaj-84	408	4	bank	bank	PROPN
emaj-84	408	5	marketing	marketing	NOUN
emaj-84	408	6	,	,	PUNCT
emaj-84	408	7	vol	vol	NOUN
emaj-84	408	8	.	.	PROPN
emaj-84	408	9	23	23	NUM
emaj-84	408	10	,	,	PUNCT
emaj-84	408	11	no	no	INTJ
emaj-84	408	12	.	.	NOUN
emaj-84	408	13	7	7	NUM
emaj-84	408	14	,	,	PUNCT
emaj-84	408	15	pp	pp	ADJ
emaj-84	408	16	.	.	PUNCT
emaj-84	409	1	542	542	NUM
emaj-84	409	2	-	-	SYM
emaj-84	409	3	557	557	NUM
emaj-84	409	4	.	.	PUNCT
emaj-84	410	1	ndubisi	ndubisi	PROPN
emaj-84	410	2	,	,	PUNCT
emaj-84	410	3	n.o	n.o	PROPN
emaj-84	410	4	.	.	PROPN
emaj-84	410	5	&	&	CCONJ
emaj-84	410	6	madu	madu	PROPN
emaj-84	410	7	,	,	PUNCT
emaj-84	410	8	c.n	c.n	PROPN
emaj-84	410	9	.	.	PROPN
emaj-84	410	10	(	(	PUNCT
emaj-84	410	11	2009	2009	NUM
emaj-84	410	12	)	)	PUNCT
emaj-84	410	13	.	.	PUNCT
emaj-84	411	1	the	the	DET
emaj-84	411	2	association	association	NOUN
emaj-84	411	3	of	of	ADP
emaj-84	411	4	gender	gender	NOUN
emaj-84	411	5	to	to	ADP
emaj-84	411	6	firm	firm	ADJ
emaj-84	411	7	-	-	PUNCT
emaj-84	411	8	customer	customer	NOUN
emaj-84	411	9	relationship	relationship	NOUN
emaj-84	411	10	.	.	PUNCT
emaj-84	412	1	international	international	ADJ
emaj-84	412	2	journal	journal	PROPN
emaj-84	412	3	of	of	ADP
emaj-84	412	4	quality	quality	NOUN
emaj-84	412	5	&	&	CCONJ
emaj-84	412	6	reliability	reliability	NOUN
emaj-84	412	7	management	management	NOUN
emaj-84	412	8	.	.	PUNCT
emaj-84	413	1	vol	vol	NOUN
emaj-84	413	2	.	.	PROPN
emaj-84	414	1	26	26	NUM
emaj-84	414	2	no	no	NOUN
emaj-84	414	3	.	.	NOUN
emaj-84	415	1	3	3	NUM
emaj-84	415	2	,	,	PUNCT
emaj-84	415	3	2009	2009	NUM
emaj-84	415	4	pp	pp	NOUN
emaj-84	415	5	.	.	PUNCT
emaj-84	416	1	283	283	NUM
emaj-84	416	2	-	-	SYM
emaj-84	416	3	301	301	NUM
emaj-84	416	4	,	,	PUNCT
emaj-84	416	5	emerald	emerald	NOUN
emaj-84	416	6	group	group	PROPN
emaj-84	416	7	publishing	publish	VERB
emaj-84	416	8	limited	limit	VERB
emaj-84	416	9	ndubisi	ndubisi	PROPN
emaj-84	416	10	,	,	PUNCT
emaj-84	416	11	n.o	n.o	PROPN
emaj-84	416	12	.	.	PROPN
emaj-84	416	13	(	(	PUNCT
emaj-84	416	14	2005	2005	NUM
emaj-84	416	15	)	)	PUNCT
emaj-84	416	16	.	.	PUNCT
emaj-84	417	1	effect	effect	NOUN
emaj-84	417	2	of	of	ADP
emaj-84	417	3	gender	gender	NOUN
emaj-84	417	4	on	on	ADP
emaj-84	417	5	customer	customer	NOUN
emaj-84	417	6	loyalty	loyalty	NOUN
emaj-84	417	7	:	:	PUNCT
emaj-84	417	8	a	a	DET
emaj-84	417	9	relationship	relationship	NOUN
emaj-84	417	10	marketing	marketing	NOUN
emaj-84	417	11	approach	approach	NOUN
emaj-84	417	12	.	.	PUNCT
emaj-84	418	1	marketing	marketing	NOUN
emaj-84	418	2	intelligence	intelligence	PROPN
emaj-84	418	3	&	&	CCONJ
emaj-84	418	4	planning	planning	PROPN
emaj-84	418	5	vol	vol	NOUN
emaj-84	418	6	.	.	PROPN
emaj-84	419	1	24	24	NUM
emaj-84	419	2	no	no	NOUN
emaj-84	419	3	.	.	NOUN
emaj-84	419	4	1	1	NUM
emaj-84	419	5	,	,	PUNCT
emaj-84	419	6	2006	2006	NUM
emaj-84	419	7	pp	pp	NOUN
emaj-84	419	8	.	.	PUNCT
emaj-84	420	1	48	48	NUM
emaj-84	420	2	-	-	SYM
emaj-84	420	3	61	61	NUM
emaj-84	420	4	emerald	emerald	NOUN
emaj-84	420	5	group	group	NOUN
emaj-84	420	6	publishing	publishing	PROPN
emaj-84	420	7	limited	limited	PROPN
emaj-84	420	8	oliver	oliver	PROPN
emaj-84	420	9	,	,	PUNCT
emaj-84	420	10	r.	r.	PROPN
emaj-84	420	11	l.	l.	PROPN
emaj-84	420	12	(	(	PUNCT
emaj-84	420	13	1999	1999	NUM
emaj-84	420	14	)	)	PUNCT
emaj-84	420	15	.	.	PUNCT
emaj-84	421	1	whence	whence	NOUN
emaj-84	421	2	consumer	consumer	NOUN
emaj-84	421	3	loyalty	loyalty	NOUN
emaj-84	421	4	?	?	PUNCT
emaj-84	422	1	(	(	PUNCT
emaj-84	422	2	special	special	ADJ
emaj-84	422	3	edition	edition	NOUN
emaj-84	422	4	)	)	PUNCT
emaj-84	422	5	.	.	PUNCT
emaj-84	423	1	journal	journal	PROPN
emaj-84	423	2	of	of	ADP
emaj-84	423	3	marketing	marketing	NOUN
emaj-84	423	4	,	,	PUNCT
emaj-84	423	5	63(5	63(5	NUM
emaj-84	423	6	):	):	PUNCT
emaj-84	423	7	33	33	NUM
emaj-84	423	8	-	-	SYM
emaj-84	423	9	44	44	NUM
emaj-84	423	10	.	.	PUNCT
emaj-84	424	1	palmatier	palmatier	PROPN
emaj-84	424	2	r.w	r.w	PROPN
emaj-84	424	3	.	.	PROPN
emaj-84	424	4	,	,	PUNCT
emaj-84	424	5	(	(	PUNCT
emaj-84	424	6	2008	2008	NUM
emaj-84	424	7	)	)	PUNCT
emaj-84	424	8	.	.	PUNCT
emaj-84	425	1	relationship	relationship	NOUN
emaj-84	425	2	marketing	marketing	NOUN
emaj-84	425	3	.	.	PUNCT
emaj-84	426	1	published	publish	VERB
emaj-84	426	2	by	by	ADP
emaj-84	426	3	marketing	marketing	NOUN
emaj-84	426	4	science	science	PROPN
emaj-84	426	5	institute	institute	PROPN
emaj-84	426	6	,	,	PUNCT
emaj-84	426	7	1000	1000	NUM
emaj-84	426	8	massachusetts	massachusetts	PROPN
emaj-84	426	9	ave	ave	PROPN
emaj-84	426	10	.	.	PROPN
emaj-84	426	11	,	,	PUNCT
emaj-84	426	12	cambridge	cambridge	PROPN
emaj-84	426	13	,	,	PUNCT
emaj-84	426	14	ma	ma	PROPN
emaj-84	426	15	02138	02138	PROPN
emaj-84	426	16	,	,	PUNCT
emaj-84	426	17	usa	usa	PROPN
emaj-84	426	18	.	.	PROPN
emaj-84	426	19	palmatier	palmatier	PROPN
emaj-84	426	20	,	,	PUNCT
emaj-84	426	21	r.w	r.w	PROPN
emaj-84	426	22	.	.	PROPN
emaj-84	426	23	jarvis	jarvis	PROPN
emaj-84	426	24	,	,	PUNCT
emaj-84	426	25	c.b	c.b	PROPN
emaj-84	426	26	.	.	PROPN
emaj-84	426	27	bechkoff	bechkoff	PROPN
emaj-84	426	28	,	,	PUNCT
emaj-84	426	29	j.r	j.r	PROPN
emaj-84	426	30	.	.	PROPN
emaj-84	426	31	&	&	CCONJ
emaj-84	426	32	kardes	kardes	PROPN
emaj-84	426	33	,	,	PUNCT
emaj-84	426	34	f.r	f.r	PROPN
emaj-84	426	35	.	.	PUNCT
emaj-84	426	36	(	(	PUNCT
emaj-84	426	37	2009	2009	NUM
emaj-84	426	38	)	)	PUNCT
emaj-84	426	39	.	.	PUNCT
emaj-84	427	1	the	the	DET
emaj-84	427	2	role	role	NOUN
emaj-84	427	3	of	of	ADP
emaj-84	427	4	customer	customer	NOUN
emaj-84	427	5	gratitude	gratitude	NOUN
emaj-84	427	6	in	in	ADP
emaj-84	427	7	relationship	relationship	NOUN
emaj-84	427	8	marketing	marketing	NOUN
emaj-84	427	9	.	.	PUNCT
emaj-84	428	1	journal	journal	NOUN
emaj-84	428	2	of	of	ADP
emaj-84	428	3	marketing	marketing	NOUN
emaj-84	428	4	vol	vol	NOUN
emaj-84	428	5	.	.	PUNCT
emaj-84	429	1	73	73	NUM
emaj-84	429	2	.	.	PUNCT
emaj-84	430	1	american	american	PROPN
emaj-84	430	2	marketing	marketing	PROPN
emaj-84	430	3	association	association	PROPN
emaj-84	430	4	parvatyar	parvatyar	PROPN
emaj-84	430	5	a.	a.	PROPN
emaj-84	430	6	and	and	CCONJ
emaj-84	430	7	jagdish	jagdish	PROPN
emaj-84	430	8	,	,	PUNCT
emaj-84	430	9	n.s	n.s	PROPN
emaj-84	430	10	(	(	PUNCT
emaj-84	430	11	1999	1999	NUM
emaj-84	430	12	)	)	PUNCT
emaj-84	430	13	.	.	PUNCT
emaj-84	431	1	hand	hand	NOUN
emaj-84	431	2	book	book	NOUN
emaj-84	431	3	of	of	ADP
emaj-84	431	4	relationship	relationship	NOUN
emaj-84	431	5	marketing	marketing	NOUN
emaj-84	431	6	.	.	PUNCT
emaj-84	432	1	thousand	thousand	NUM
emaj-84	432	2	oaks	oak	NOUN
emaj-84	432	3	,	,	PUNCT
emaj-84	432	4	ca	ca	PROPN
emaj-84	432	5	.	.	PUNCT
emaj-84	432	6	parvatyar	parvatyar	PROPN
emaj-84	432	7	,	,	PUNCT
emaj-84	432	8	a.	a.	NOUN
emaj-84	432	9	and	and	CCONJ
emaj-84	432	10	jagdish	jagdish	PROPN
emaj-84	432	11	,	,	PUNCT
emaj-84	432	12	n.s	n.s	PROPN
emaj-84	432	13	(	(	PUNCT
emaj-84	432	14	2001	2001	NUM
emaj-84	432	15	)	)	PUNCT
emaj-84	432	16	.	.	PUNCT
emaj-84	433	1	customer	customer	NOUN
emaj-84	433	2	relationship	relationship	NOUN
emaj-84	433	3	management	management	NOUN
emaj-84	433	4	:	:	PUNCT
emaj-84	433	5	emerging	emerge	VERB
emaj-84	433	6	practice	practice	NOUN
emaj-84	433	7	,	,	PUNCT
emaj-84	433	8	process	process	NOUN
emaj-84	433	9	,	,	PUNCT
emaj-84	433	10	and	and	CCONJ
emaj-84	433	11	discipline	discipline	NOUN
emaj-84	433	12	.	.	PUNCT
emaj-84	434	1	journal	journal	NOUN
emaj-84	434	2	of	of	ADP
emaj-84	434	3	economic	economic	ADJ
emaj-84	434	4	and	and	CCONJ
emaj-84	434	5	social	social	ADJ
emaj-84	434	6	research	research	NOUN
emaj-84	434	7	1	1	NUM
emaj-84	434	8	-	-	SYM
emaj-84	434	9	34	34	NUM
emaj-84	434	10	peter	peter	PROPN
emaj-84	434	11	lok	lok	PROPN
emaj-84	434	12	,	,	PUNCT
emaj-84	434	13	john	john	PROPN
emaj-84	434	14	crawford	crawford	PROPN
emaj-84	434	15	,	,	PUNCT
emaj-84	434	16	(	(	PUNCT
emaj-84	434	17	2001	2001	NUM
emaj-84	434	18	)	)	PUNCT
emaj-84	434	19	.	.	PUNCT
emaj-84	435	1	antecedents	antecedent	NOUN
emaj-84	435	2	of	of	ADP
emaj-84	435	3	organizational	organizational	ADJ
emaj-84	435	4	commitment	commitment	NOUN
emaj-84	435	5	and	and	CCONJ
emaj-84	435	6	the	the	DET
emaj-84	435	7	mediating	mediate	VERB
emaj-84	435	8	role	role	NOUN
emaj-84	435	9	of	of	ADP
emaj-84	435	10	job	job	NOUN
emaj-84	435	11	satisfaction	satisfaction	NOUN
emaj-84	435	12	.	.	PUNCT
emaj-84	436	1	journal	journal	PROPN
emaj-84	436	2	of	of	ADP
emaj-84	436	3	managerial	managerial	ADJ
emaj-84	436	4	psychology	psychology	NOUN
emaj-84	436	5	,	,	PUNCT
emaj-84	436	6	vol	vol	NOUN
emaj-84	436	7	.	.	PROPN
emaj-84	436	8	16	16	NUM
emaj-84	436	9	,	,	PUNCT
emaj-84	436	10	pp	pp	ADJ
emaj-84	436	11	.	.	PUNCT
emaj-84	437	1	594	594	NUM
emaj-84	437	2	–	–	PUNCT
emaj-84	437	3	613	613	NUM
emaj-84	437	4	volume	volume	NOUN
emaj-84	437	5	5	5	NUM
emaj-84	437	6	no	no	DET
emaj-84	437	7	2	2	NUM
emaj-84	437	8	(	(	PUNCT
emaj-84	437	9	2015	2015	NUM
emaj-84	437	10	)	)	PUNCT
emaj-84	437	11	|	|	ADV
emaj-84	437	12	issn	issn	VERB
emaj-84	437	13	2158	2158	NUM
emaj-84	437	14	-	-	SYM
emaj-84	437	15	8708	8708	NUM
emaj-84	437	16	(	(	PUNCT
emaj-84	437	17	online	online	NOUN
emaj-84	437	18	)	)	PUNCT
emaj-84	438	1	|	|	ADV
emaj-84	438	2	doi	doi	X
emaj-84	438	3	10.5195	10.5195	NUM
emaj-84	438	4	/	/	SYM
emaj-84	438	5	emaj.2015.84	emaj.2015.84	NOUN
emaj-84	438	6	|	|	NOUN
emaj-84	438	7	http://emaj.pitt.edu	http://emaj.pitt.edu	VERB
emaj-84	438	8	the	the	DET
emaj-84	438	9	effect	effect	NOUN
emaj-84	438	10	of	of	ADP
emaj-84	438	11	relationship	relationship	NOUN
emaj-84	438	12	marketing	marketing	NOUN
emaj-84	438	13	on	on	ADP
emaj-84	438	14	customers	customer	NOUN
emaj-84	438	15	’	'	PUNCT
emaj-84	438	16	loyalty	loyalty	NOUN
emaj-84	438	17	(	(	PUNCT
emaj-84	438	18	evidence	evidence	NOUN
emaj-84	438	19	from	from	ADP
emaj-84	438	20	zemen	zemen	PROPN
emaj-84	438	21	bank	bank	PROPN
emaj-84	438	22	)	)	PUNCT
emaj-84	438	23	page	page	NOUN
emaj-84	438	24	|70|	|70|	ADJ
emaj-84	438	25	emerging	emerge	VERB
emaj-84	438	26	markets	market	NOUN
emaj-84	438	27	journal	journal	PROPN
emaj-84	438	28	pezeshki	pezeshki	PROPN
emaj-84	438	29	,	,	PUNCT
emaj-84	438	30	v.	v.	CCONJ
emaj-84	438	31	mousavi	mousavi	PROPN
emaj-84	438	32	,	,	PUNCT
emaj-84	438	33	a.	a.	NOUN
emaj-84	438	34	and	and	CCONJ
emaj-84	438	35	rakowski	rakowski	PROPN
emaj-84	438	36	,	,	PUNCT
emaj-84	438	37	r.t	r.t	PROPN
emaj-84	438	38	.	.	PROPN
emaj-84	438	39	(	(	PUNCT
emaj-84	438	40	2005	2005	NUM
emaj-84	438	41	)	)	PUNCT
emaj-84	438	42	.	.	PUNCT
emaj-84	439	1	profitability	profitability	NOUN
emaj-84	439	2	through	through	ADP
emaj-84	439	3	customer	customer	NOUN
emaj-84	439	4	relationship	relationship	NOUN
emaj-84	439	5	marketing	marketing	NOUN
emaj-84	439	6	.	.	PUNCT
emaj-84	440	1	proceedings	proceeding	NOUN
emaj-84	440	2	of	of	ADP
emaj-84	440	3	the	the	DET
emaj-84	440	4	international	international	ADJ
emaj-84	440	5	conference	conference	NOUN
emaj-84	440	6	on	on	ADP
emaj-84	440	7	computer	computer	NOUN
emaj-84	440	8	and	and	CCONJ
emaj-84	440	9	industrial	industrial	ADJ
emaj-84	440	10	management	management	NOUN
emaj-84	440	11	,	,	PUNCT
emaj-84	440	12	icim	icim	PROPN
emaj-84	440	13	,	,	PUNCT
emaj-84	440	14	october	october	PROPN
emaj-84	440	15	29	29	NUM
emaj-84	440	16	-	-	SYM
emaj-84	440	17	30	30	NUM
emaj-84	440	18	,	,	PUNCT
emaj-84	440	19	bangkok	bangkok	PROPN
emaj-84	440	20	,	,	PUNCT
emaj-84	440	21	thailand	thailand	PROPN
emaj-84	440	22	.	.	PUNCT
emaj-84	441	1	saiz	saiz	PROPN
emaj-84	441	2	,	,	PUNCT
emaj-84	441	3	b.s	b.s	PROPN
emaj-84	441	4	.	.	PROPN
emaj-84	441	5	&	&	CCONJ
emaj-84	441	6	pilorge	pilorge	PROPN
emaj-84	441	7	,	,	PUNCT
emaj-84	441	8	p.	p.	NOUN
emaj-84	441	9	(	(	PUNCT
emaj-84	441	10	2010	2010	NUM
emaj-84	441	11	)	)	PUNCT
emaj-84	441	12	.	.	PUNCT
emaj-84	442	1	understanding	understand	VERB
emaj-84	442	2	customer	customer	NOUN
emaj-84	442	3	behavior	behavior	NOUN
emaj-84	442	4	in	in	ADP
emaj-84	442	5	retail	retail	ADJ
emaj-84	442	6	bankingthe	bankingthe	NOUN
emaj-84	442	7	impact	impact	NOUN
emaj-84	442	8	of	of	ADP
emaj-84	442	9	credit	credit	NOUN
emaj-84	442	10	crisis	crisis	NOUN
emaj-84	442	11	across	across	ADP
emaj-84	442	12	europe	europe	PROPN
emaj-84	442	13	.	.	PUNCT
emaj-84	443	1	earnest	earnest	ADJ
emaj-84	443	2	and	and	CCONJ
emaj-84	443	3	young	young	ADJ
emaj-84	443	4	.	.	PUNCT
emaj-84	444	1	shifera	shifera	PROPN
emaj-84	444	2	bekele	bekele	PROPN
emaj-84	444	3	,	,	PUNCT
emaj-84	444	4	(	(	PUNCT
emaj-84	444	5	2011	2011	NUM
emaj-84	444	6	)	)	PUNCT
emaj-84	444	7	.	.	PUNCT
emaj-84	445	1	the	the	DET
emaj-84	445	2	impact	impact	NOUN
emaj-84	445	3	of	of	ADP
emaj-84	445	4	relationship	relationship	NOUN
emaj-84	445	5	marketing	marketing	NOUN
emaj-84	445	6	on	on	ADP
emaj-84	445	7	customer	customer	NOUN
emaj-84	445	8	loyalty	loyalty	NOUN
emaj-84	445	9	in	in	ADP
emaj-84	445	10	banking	banking	NOUN
emaj-84	445	11	industry	industry	NOUN
emaj-84	445	12	,	,	PUNCT
emaj-84	445	13	the	the	DET
emaj-84	445	14	case	case	NOUN
emaj-84	445	15	of	of	ADP
emaj-84	445	16	bank	bank	PROPN
emaj-84	445	17	of	of	ADP
emaj-84	445	18	abyssinia	abyssinia	PROPN
emaj-84	445	19	.	.	PUNCT
emaj-84	446	1	unpublished	unpublished	ADJ
emaj-84	446	2	master	master	NOUN
emaj-84	446	3	’s	’s	PART
emaj-84	446	4	thesis	thesis	NOUN
emaj-84	446	5	.	.	PUNCT
emaj-84	447	1	addis	addis	PROPN
emaj-84	447	2	ababa	ababa	PROPN
emaj-84	447	3	university	university	PROPN
emaj-84	447	4	.	.	PUNCT
emaj-84	448	1	sorce	sorce	PROPN
emaj-84	448	2	p.	p.	PROPN
emaj-84	448	3	,	,	PUNCT
emaj-84	448	4	(	(	PUNCT
emaj-84	448	5	2002	2002	NUM
emaj-84	448	6	)	)	PUNCT
emaj-84	448	7	.	.	PUNCT
emaj-84	449	1	relationship	relationship	NOUN
emaj-84	449	2	marketing	marketing	NOUN
emaj-84	449	3	strategy	strategy	NOUN
emaj-84	449	4	.	.	PUNCT
emaj-84	450	1	printing	print	VERB
emaj-84	450	2	industry	industry	NOUN
emaj-84	450	3	center	center	NOUN
emaj-84	450	4	at	at	ADP
emaj-84	450	5	rochester	rochester	PROPN
emaj-84	450	6	institute	institute	PROPN
emaj-84	450	7	of	of	ADP
emaj-84	450	8	technology	technology	PROPN
emaj-84	450	9	.	.	PUNCT
emaj-84	451	1	taleghani	taleghani	PROPN
emaj-84	451	2	,	,	PUNCT
emaj-84	451	3	m.	m.	NOUN
emaj-84	451	4	gilaninia	gilaninia	PROPN
emaj-84	451	5	,	,	PUNCT
emaj-84	451	6	s.	s.	PROPN
emaj-84	451	7	,	,	PUNCT
emaj-84	451	8	and	and	CCONJ
emaj-84	451	9	mousavian	mousavian	PROPN
emaj-84	451	10	,	,	PUNCT
emaj-84	451	11	s.j	s.j	PROPN
emaj-84	451	12	.	.	PROPN
emaj-84	451	13	(	(	PUNCT
emaj-84	451	14	2011	2011	NUM
emaj-84	451	15	)	)	PUNCT
emaj-84	451	16	.	.	PUNCT
emaj-84	452	1	the	the	DET
emaj-84	452	2	role	role	NOUN
emaj-84	452	3	of	of	ADP
emaj-84	452	4	relationship	relationship	NOUN
emaj-84	452	5	marketing	marketing	NOUN
emaj-84	452	6	in	in	ADP
emaj-84	452	7	customer	customer	NOUN
emaj-84	452	8	orientation	orientation	NOUN
emaj-84	452	9	process	process	NOUN
emaj-84	452	10	in	in	ADP
emaj-84	452	11	the	the	DET
emaj-84	452	12	banking	banking	NOUN
emaj-84	452	13	industry	industry	NOUN
emaj-84	452	14	with	with	ADP
emaj-84	452	15	focus	focus	NOUN
emaj-84	452	16	on	on	ADP
emaj-84	452	17	loyalty	loyalty	NOUN
emaj-84	452	18	(	(	PUNCT
emaj-84	452	19	case	case	NOUN
emaj-84	452	20	study	study	NOUN
emaj-84	452	21	:	:	PUNCT
emaj-84	452	22	banking	banking	NOUN
emaj-84	452	23	industry	industry	NOUN
emaj-84	452	24	of	of	ADP
emaj-84	452	25	iran	iran	PROPN
emaj-84	452	26	)	)	PUNCT
emaj-84	452	27	,	,	PUNCT
emaj-84	452	28	international	international	ADJ
emaj-84	452	29	journal	journal	NOUN
emaj-84	452	30	of	of	ADP
emaj-84	452	31	business	business	NOUN
emaj-84	452	32	and	and	CCONJ
emaj-84	452	33	social	social	ADJ
emaj-84	452	34	science	science	NOUN
emaj-84	452	35	vol	vol	NOUN
emaj-84	452	36	.	.	PROPN
emaj-84	452	37	2	2	NUM
emaj-84	452	38	no	no	NOUN
emaj-84	452	39	.	.	NOUN
emaj-84	452	40	19	19	NUM
emaj-84	452	41	.	.	X
emaj-84	452	42	tyler	tyler	PROPN
emaj-84	452	43	,	,	PUNCT
emaj-84	452	44	k.	k.	PROPN
emaj-84	452	45	and	and	CCONJ
emaj-84	452	46	stanley	stanley	PROPN
emaj-84	452	47	,	,	PUNCT
emaj-84	452	48	e.	e.	PROPN
emaj-84	452	49	(	(	PUNCT
emaj-84	452	50	2007	2007	NUM
emaj-84	452	51	)	)	PUNCT
emaj-84	452	52	.	.	PUNCT
emaj-84	453	1	the	the	DET
emaj-84	453	2	role	role	NOUN
emaj-84	453	3	of	of	ADP
emaj-84	453	4	trust	trust	NOUN
emaj-84	453	5	in	in	ADP
emaj-84	453	6	financial	financial	ADJ
emaj-84	453	7	services	service	NOUN
emaj-84	453	8	business	business	NOUN
emaj-84	453	9	relationships	relationship	NOUN
emaj-84	453	10	.	.	PUNCT
emaj-84	454	1	journal	journal	PROPN
emaj-84	454	2	of	of	ADP
emaj-84	454	3	services	service	NOUN
emaj-84	454	4	marketing	marketing	NOUN
emaj-84	454	5	.	.	PUNCT
emaj-84	455	1	21/5	21/5	NUM
emaj-84	455	2	(	(	PUNCT
emaj-84	455	3	2007	2007	NUM
emaj-84	455	4	)	)	PUNCT
emaj-84	455	5	334–344	334–344	NUM
emaj-84	455	6	,	,	PUNCT
emaj-84	455	7	emerald	emerald	NOUN
emaj-84	455	8	group	group	NOUN
emaj-84	455	9	publishing	publishing	PROPN
emaj-84	455	10	limited	limited	PROPN
emaj-84	455	11	zeithaml	zeithaml	PROPN
emaj-84	455	12	,	,	PUNCT
emaj-84	455	13	v.a	v.a	PROPN
emaj-84	455	14	.	.	PROPN
emaj-84	455	15	and	and	CCONJ
emaj-84	455	16	bitner	bitner	NOUN
emaj-84	455	17	,	,	PUNCT
emaj-84	455	18	m.j	m.j	PROPN
emaj-84	455	19	(	(	PUNCT
emaj-84	455	20	2003	2003	NUM
emaj-84	455	21	)	)	PUNCT
emaj-84	455	22	.	.	PUNCT
emaj-84	456	1	service	service	NOUN
emaj-84	456	2	marketing	marketing	NOUN
emaj-84	456	3	:	:	PUNCT
emaj-84	456	4	integrating	integrate	VERB
emaj-84	456	5	customer	customer	NOUN
emaj-84	456	6	focus	focus	VERB
emaj-84	456	7	across	across	ADP
emaj-84	456	8	the	the	DET
emaj-84	456	9	firm	firm	NOUN
emaj-84	456	10	.	.	PUNCT
emaj-84	457	1	(	(	PUNCT
emaj-84	457	2	third	third	ADJ
emaj-84	457	3	edition	edition	NOUN
emaj-84	457	4	)	)	PUNCT
emaj-84	457	5	.	.	PUNCT
emaj-84	458	1	tata	tata	PROPN
emaj-84	458	2	mcgraw	mcgraw	PROPN
emaj-84	458	3	-	-	PUNCT
emaj-84	458	4	hill	hill	PROPN
emaj-84	458	5	,	,	PUNCT
emaj-84	458	6	india	india	PROPN
emaj-84	458	7	.	.	PUNCT
emaj-84	459	1	zemen	zemen	PROPN
emaj-84	459	2	bank	bank	PROPN
emaj-84	459	3	http://www.zemenbank.com/	http://www.zemenbank.com/	PROPN
emaj-84	459	4	zulkifli	zulkifli	PROPN
emaj-84	459	5	,	,	PUNCT
emaj-84	459	6	z.	z.	PROPN
emaj-84	459	7	&	&	CCONJ
emaj-84	459	8	tahir	tahir	PROPN
emaj-84	459	9	,	,	PUNCT
emaj-84	459	10	i.m	i.m	PROPN
emaj-84	459	11	.	.	PROPN
emaj-84	459	12	,	,	PUNCT
emaj-84	459	13	(	(	PUNCT
emaj-84	459	14	2011	2011	NUM
emaj-84	459	15	)	)	PUNCT
emaj-84	459	16	.	.	PUNCT
emaj-84	460	1	a	a	DET
emaj-84	460	2	preliminary	preliminary	ADJ
emaj-84	460	3	analysis	analysis	NOUN
emaj-84	460	4	of	of	ADP
emaj-84	460	5	crm	crm	NOUN
emaj-84	460	6	practices	practice	NOUN
emaj-84	460	7	among	among	ADP
emaj-84	460	8	banks	bank	NOUN
emaj-84	460	9	from	from	ADP
emaj-84	460	10	the	the	DET
emaj-84	460	11	customers	customer	NOUN
emaj-84	460	12	’	’	PART
emaj-84	460	13	perspectives	perspective	NOUN
emaj-84	460	14	.	.	PUNCT
emaj-84	461	1	journal	journal	NOUN
emaj-84	461	2	of	of	ADP
emaj-84	461	3	public	public	ADJ
emaj-84	461	4	administration	administration	NOUN
emaj-84	461	5	and	and	CCONJ
emaj-84	461	6	governance	governance	NOUN
emaj-84	461	7	.	.	PUNCT
emaj-84	462	1	vol	vol	NOUN
emaj-84	462	2	.	.	PROPN
emaj-84	463	1	1	1	NUM
emaj-84	463	2	,	,	PUNCT
emaj-84	463	3	no	no	INTJ
emaj-84	463	4	.	.	NOUN
emaj-84	463	5	1	1	NUM