id	sid	tid	token	lemma	pos
esutjss-281	1	1	volume	volume	NOUN
esutjss-281	1	2	10	10	NUM
esutjss-281	1	3	number	number	NOUN
esutjss-281	1	4	2	2	NUM
esutjss-281	1	5	,	,	PUNCT
esutjss-281	1	6	2025	2025	NUM
esutjss-281	1	7	faculty	faculty	NOUN
esutjss-281	1	8	of	of	ADP
esutjss-281	1	9	social	social	ADJ
esutjss-281	1	10	sciences	science	NOUN
esutjss-281	1	11	,	,	PUNCT
esutjss-281	1	12	enugu	enugu	PROPN
esutjss-281	1	13	state	state	PROPN
esutjss-281	1	14	university	university	PROPN
esutjss-281	1	15	of	of	ADP
esutjss-281	1	16	science	science	NOUN
esutjss-281	1	17	and	and	CCONJ
esutjss-281	1	18	technology	technology	NOUN
esutjss-281	1	19	editor	editor	NOUN
esutjss-281	1	20	-	-	PUNCT
esutjss-281	1	21	in	in	ADP
esutjss-281	1	22	-	-	PUNCT
esutjss-281	1	23	chief	chief	NOUN
esutjss-281	1	24	prof	prof	NOUN
esutjss-281	1	25	.	.	PUNCT
esutjss-281	2	1	nicholas	nicholas	PROPN
esutjss-281	2	2	attamah	attamah	VERB
esutjss-281	2	3	managing	manage	VERB
esutjss-281	2	4	editor	editor	NOUN
esutjss-281	2	5	prof	prof	PROPN
esutjss-281	2	6	.	.	PUNCT
esutjss-281	3	1	barnabas	barnabas	PROPN
esutjss-281	3	2	nwankwo	nwankwo	PROPN
esutjss-281	3	3	published	publish	VERB
esutjss-281	3	4	by	by	ADP
esutjss-281	3	5	enugu	enugu	PROPN
esutjss-281	3	6	state	state	PROPN
esutjss-281	3	7	university	university	PROPN
esutjss-281	3	8	of	of	ADP
esutjss-281	3	9	science	science	PROPN
esutjss-281	3	10	&	&	CCONJ
esutjss-281	3	11	technology	technology	PROPN
esutjss-281	3	12	journal	journal	NOUN
esutjss-281	3	13	of	of	ADP
esutjss-281	3	14	social	social	PROPN
esutjss-281	3	15	sciences	sciences	PROPN
esutjss-281	3	16	&	&	CCONJ
esutjss-281	3	17	humanities	humanity	NOUN
esutjss-281	3	18	201	201	NUM
esutjss-281	3	19	understanding	understand	VERB
esutjss-281	3	20	customers	customer	NOUN
esutjss-281	3	21	’	’	PART
esutjss-281	3	22	complaints	complaint	NOUN
esutjss-281	3	23	in	in	ADP
esutjss-281	3	24	the	the	DET
esutjss-281	3	25	banking	banking	NOUN
esutjss-281	3	26	sector	sector	NOUN
esutjss-281	3	27	:	:	PUNCT
esutjss-281	3	28	insights	insight	NOUN
esutjss-281	3	29	from	from	ADP
esutjss-281	3	30	attribution	attribution	NOUN
esutjss-281	3	31	theory	theory	NOUN
esutjss-281	3	32	muideen	muideen	VERB
esutjss-281	3	33	adejare	adejare	PROPN
esutjss-281	3	34	isiaka	isiaka	PROPN
esutjss-281	3	35	department	department	PROPN
esutjss-281	3	36	of	of	ADP
esutjss-281	3	37	economics	economic	NOUN
esutjss-281	3	38	and	and	CCONJ
esutjss-281	3	39	actuarial	actuarial	ADJ
esutjss-281	3	40	sciences	science	NOUN
esutjss-281	3	41	,	,	PUNCT
esutjss-281	3	42	crescent	crescent	PROPN
esutjss-281	3	43	university	university	PROPN
esutjss-281	3	44	,	,	PUNCT
esutjss-281	3	45	abeokuta	abeokuta	PROPN
esutjss-281	3	46	email	email	NOUN
esutjss-281	3	47	:	:	PUNCT
esutjss-281	3	48	dr.isiaka@gmail.com	dr.isiaka@gmail.com	PROPN
esutjss-281	3	49	suliyat	suliyat	PROPN
esutjss-281	3	50	ashiru	ashiru	PROPN
esutjss-281	3	51	abeokuta	abeokuta	PROPN
esutjss-281	3	52	business	business	NOUN
esutjss-281	3	53	school	school	PROPN
esutjss-281	3	54	,	,	PUNCT
esutjss-281	3	55	crescent	crescent	PROPN
esutjss-281	3	56	university	university	PROPN
esutjss-281	3	57	,	,	PUNCT
esutjss-281	3	58	abeokuta	abeokuta	PROPN
esutjss-281	3	59	email	email	NOUN
esutjss-281	3	60	:	:	PUNCT
esutjss-281	4	1	suliyatashiru@gmail.com	suliyatashiru@gmail.com	PROPN
esutjss-281	4	2	abiodun	abiodun	PROPN
esutjss-281	4	3	seun	seun	PROPN
esutjss-281	4	4	sodiya	sodiya	PROPN
esutjss-281	4	5	abeokuta	abeokuta	PROPN
esutjss-281	4	6	business	business	PROPN
esutjss-281	4	7	school	school	PROPN
esutjss-281	4	8	,	,	PUNCT
esutjss-281	4	9	crescent	crescent	PROPN
esutjss-281	4	10	university	university	PROPN
esutjss-281	4	11	,	,	PUNCT
esutjss-281	4	12	abeokuta	abeokuta	PROPN
esutjss-281	4	13	email	email	NOUN
esutjss-281	4	14	:	:	PUNCT
esutjss-281	4	15	abisodunsodiya@gmail.com	abisodunsodiya@gmail.com	X
esutjss-281	5	1	rukayat	rukayat	PROPN
esutjss-281	5	2	kikelomo	kikelomo	PROPN
esutjss-281	5	3	isiaka	isiaka	PROPN
esutjss-281	5	4	department	department	PROPN
esutjss-281	5	5	of	of	ADP
esutjss-281	5	6	sociology	sociology	NOUN
esutjss-281	5	7	,	,	PUNCT
esutjss-281	5	8	lagos	lagos	NOUN
esutjss-281	5	9	state	state	PROPN
esutjss-281	5	10	university	university	PROPN
esutjss-281	5	11	,	,	PUNCT
esutjss-281	5	12	ojo	ojo	NOUN
esutjss-281	5	13	,	,	PUNCT
esutjss-281	5	14	lagos	lago	NOUN
esutjss-281	5	15	,	,	PUNCT
esutjss-281	5	16	nigeria	nigeria	PROPN
esutjss-281	5	17	.	.	PUNCT
esutjss-281	6	1	email	email	NOUN
esutjss-281	6	2	:	:	PUNCT
esutjss-281	6	3	rkisiaka@gmail.com	rkisiaka@gmail.com	X
esutjss-281	7	1	abstract	abstract	VERB
esutjss-281	7	2	the	the	DET
esutjss-281	7	3	global	global	ADJ
esutjss-281	7	4	banking	banking	NOUN
esutjss-281	7	5	sector	sector	NOUN
esutjss-281	7	6	plays	play	VERB
esutjss-281	7	7	a	a	DET
esutjss-281	7	8	crucial	crucial	ADJ
esutjss-281	7	9	role	role	NOUN
esutjss-281	7	10	in	in	ADP
esutjss-281	7	11	economic	economic	ADJ
esutjss-281	7	12	development	development	NOUN
esutjss-281	7	13	,	,	PUNCT
esutjss-281	7	14	evolving	evolve	VERB
esutjss-281	7	15	from	from	ADP
esutjss-281	7	16	traditional	traditional	ADJ
esutjss-281	7	17	institutions	institution	NOUN
esutjss-281	7	18	to	to	ADP
esutjss-281	7	19	tech	tech	NOUN
esutjss-281	7	20	-	-	PUNCT
esutjss-281	7	21	driven	drive	VERB
esutjss-281	7	22	platforms	platform	NOUN
esutjss-281	7	23	across	across	ADP
esutjss-281	7	24	diverse	diverse	ADJ
esutjss-281	7	25	regions	region	NOUN
esutjss-281	7	26	.	.	PUNCT
esutjss-281	8	1	customer	customer	NOUN
esutjss-281	8	2	service	service	NOUN
esutjss-281	8	3	,	,	PUNCT
esutjss-281	8	4	especially	especially	ADV
esutjss-281	8	5	in	in	ADP
esutjss-281	8	6	addressing	address	VERB
esutjss-281	8	7	complaints	complaint	NOUN
esutjss-281	8	8	,	,	PUNCT
esutjss-281	8	9	is	be	AUX
esutjss-281	8	10	central	central	ADJ
esutjss-281	8	11	to	to	ADP
esutjss-281	8	12	banks	bank	NOUN
esutjss-281	8	13	'	'	PART
esutjss-281	8	14	competitiveness	competitiveness	NOUN
esutjss-281	8	15	worldwide	worldwide	ADV
esutjss-281	8	16	.	.	PUNCT
esutjss-281	9	1	online	online	ADJ
esutjss-281	9	2	complaint	complaint	NOUN
esutjss-281	9	3	mechanisms	mechanism	NOUN
esutjss-281	9	4	,	,	PUNCT
esutjss-281	9	5	or	or	CCONJ
esutjss-281	9	6	e	e	NOUN
esutjss-281	9	7	-	-	NOUN
esutjss-281	9	8	complaints	complaint	NOUN
esutjss-281	9	9	,	,	PUNCT
esutjss-281	9	10	allow	allow	VERB
esutjss-281	9	11	customers	customer	NOUN
esutjss-281	9	12	to	to	PART
esutjss-281	9	13	publicly	publicly	ADV
esutjss-281	9	14	express	express	VERB
esutjss-281	9	15	dissatisfaction	dissatisfaction	NOUN
esutjss-281	9	16	.	.	PUNCT
esutjss-281	10	1	this	this	DET
esutjss-281	10	2	study	study	NOUN
esutjss-281	10	3	reviewed	review	VERB
esutjss-281	10	4	the	the	DET
esutjss-281	10	5	dimensions	dimension	NOUN
esutjss-281	10	6	of	of	ADP
esutjss-281	10	7	banking	banking	NOUN
esutjss-281	10	8	customer	customer	NOUN
esutjss-281	10	9	complaints	complaint	NOUN
esutjss-281	10	10	,	,	PUNCT
esutjss-281	10	11	particularly	particularly	ADV
esutjss-281	10	12	those	those	PRON
esutjss-281	10	13	stemming	stem	VERB
esutjss-281	10	14	from	from	ADP
esutjss-281	10	15	customer	customer	NOUN
esutjss-281	10	16	errors	error	NOUN
esutjss-281	10	17	.	.	PUNCT
esutjss-281	11	1	this	this	DET
esutjss-281	11	2	review	review	NOUN
esutjss-281	11	3	revealed	reveal	VERB
esutjss-281	11	4	that	that	SCONJ
esutjss-281	11	5	customer	customer	NOUN
esutjss-281	11	6	complaints	complaint	NOUN
esutjss-281	11	7	in	in	ADP
esutjss-281	11	8	banking	banking	NOUN
esutjss-281	11	9	reflect	reflect	VERB
esutjss-281	11	10	client	client	NOUN
esutjss-281	11	11	dissatisfaction	dissatisfaction	NOUN
esutjss-281	11	12	and	and	CCONJ
esutjss-281	11	13	serve	serve	VERB
esutjss-281	11	14	as	as	ADP
esutjss-281	11	15	vital	vital	ADJ
esutjss-281	11	16	feedback	feedback	NOUN
esutjss-281	11	17	for	for	ADP
esutjss-281	11	18	service	service	NOUN
esutjss-281	11	19	improvement	improvement	NOUN
esutjss-281	11	20	.	.	PUNCT
esutjss-281	12	1	with	with	ADP
esutjss-281	12	2	increasing	increase	VERB
esutjss-281	12	3	digitalization	digitalization	NOUN
esutjss-281	12	4	,	,	PUNCT
esutjss-281	12	5	complaints	complaint	NOUN
esutjss-281	12	6	often	often	ADV
esutjss-281	12	7	arise	arise	VERB
esutjss-281	12	8	not	not	PART
esutjss-281	12	9	only	only	ADV
esutjss-281	12	10	from	from	ADP
esutjss-281	12	11	banking	banking	NOUN
esutjss-281	12	12	errors	error	NOUN
esutjss-281	12	13	but	but	CCONJ
esutjss-281	12	14	also	also	ADV
esutjss-281	12	15	from	from	ADP
esutjss-281	12	16	customer	customer	NOUN
esutjss-281	12	17	mistakes	mistake	NOUN
esutjss-281	12	18	.	.	PUNCT
esutjss-281	13	1	attribution	attribution	NOUN
esutjss-281	13	2	theory	theory	NOUN
esutjss-281	13	3	explains	explain	VERB
esutjss-281	13	4	how	how	SCONJ
esutjss-281	13	5	individuals	individual	NOUN
esutjss-281	13	6	assign	assign	VERB
esutjss-281	13	7	causes	cause	NOUN
esutjss-281	13	8	to	to	ADP
esutjss-281	13	9	events	event	NOUN
esutjss-281	13	10	,	,	PUNCT
esutjss-281	13	11	attributing	attribute	VERB
esutjss-281	13	12	them	they	PRON
esutjss-281	13	13	to	to	ADP
esutjss-281	13	14	internal	internal	ADJ
esutjss-281	13	15	factors	factor	NOUN
esutjss-281	13	16	(	(	PUNCT
esutjss-281	13	17	like	like	ADP
esutjss-281	13	18	personal	personal	ADJ
esutjss-281	13	19	actions	action	NOUN
esutjss-281	13	20	)	)	PUNCT
esutjss-281	13	21	or	or	CCONJ
esutjss-281	13	22	external	external	ADJ
esutjss-281	13	23	ones	one	NOUN
esutjss-281	13	24	(	(	PUNCT
esutjss-281	13	25	like	like	ADP
esutjss-281	13	26	others	other	NOUN
esutjss-281	13	27	'	'	PART
esutjss-281	13	28	actions	action	NOUN
esutjss-281	13	29	or	or	CCONJ
esutjss-281	13	30	systems	system	NOUN
esutjss-281	13	31	)	)	PUNCT
esutjss-281	13	32	.	.	PUNCT
esutjss-281	14	1	in	in	ADP
esutjss-281	14	2	banking	banking	NOUN
esutjss-281	14	3	,	,	PUNCT
esutjss-281	14	4	this	this	DET
esutjss-281	14	5	theory	theory	NOUN
esutjss-281	14	6	helps	help	VERB
esutjss-281	14	7	interpret	interpret	VERB
esutjss-281	14	8	customer	customer	NOUN
esutjss-281	14	9	complaints	complaint	NOUN
esutjss-281	14	10	,	,	PUNCT
esutjss-281	14	11	especially	especially	ADV
esutjss-281	14	12	those	those	PRON
esutjss-281	14	13	caused	cause	VERB
esutjss-281	14	14	by	by	ADP
esutjss-281	14	15	user	user	NOUN
esutjss-281	14	16	errors	error	NOUN
esutjss-281	14	17	.	.	PUNCT
esutjss-281	15	1	recognizing	recognize	VERB
esutjss-281	15	2	whether	whether	SCONJ
esutjss-281	15	3	customers	customer	NOUN
esutjss-281	15	4	blame	blame	VERB
esutjss-281	15	5	themselves	themselves	PRON
esutjss-281	15	6	or	or	CCONJ
esutjss-281	15	7	the	the	DET
esutjss-281	15	8	bank	bank	NOUN
esutjss-281	15	9	influences	influence	VERB
esutjss-281	15	10	how	how	SCONJ
esutjss-281	15	11	complaints	complaint	NOUN
esutjss-281	15	12	should	should	AUX
esutjss-281	15	13	be	be	AUX
esutjss-281	15	14	handled	handle	VERB
esutjss-281	15	15	.	.	PUNCT
esutjss-281	16	1	distinguishing	distinguish	VERB
esutjss-281	16	2	valid	valid	ADJ
esutjss-281	16	3	complaints	complaint	NOUN
esutjss-281	16	4	from	from	ADP
esutjss-281	16	5	those	those	PRON
esutjss-281	16	6	caused	cause	VERB
esutjss-281	16	7	by	by	ADP
esutjss-281	16	8	customer	customer	NOUN
esutjss-281	16	9	errors	error	NOUN
esutjss-281	16	10	is	be	AUX
esutjss-281	16	11	crucial	crucial	ADJ
esutjss-281	16	12	for	for	ADP
esutjss-281	16	13	improving	improve	VERB
esutjss-281	16	14	service	service	NOUN
esutjss-281	16	15	quality	quality	NOUN
esutjss-281	16	16	and	and	CCONJ
esutjss-281	16	17	customer	customer	NOUN
esutjss-281	16	18	satisfaction	satisfaction	NOUN
esutjss-281	16	19	.	.	PUNCT
esutjss-281	17	1	valid	valid	ADJ
esutjss-281	17	2	complaints	complaint	NOUN
esutjss-281	17	3	highlight	highlight	VERB
esutjss-281	17	4	flaws	flaw	NOUN
esutjss-281	17	5	in	in	ADP
esutjss-281	17	6	products	product	NOUN
esutjss-281	17	7	or	or	CCONJ
esutjss-281	17	8	services	service	NOUN
esutjss-281	17	9	,	,	PUNCT
esutjss-281	17	10	while	while	SCONJ
esutjss-281	17	11	errors	error	NOUN
esutjss-281	17	12	often	often	ADV
esutjss-281	17	13	stem	stem	VERB
esutjss-281	17	14	from	from	ADP
esutjss-281	17	15	misunderstandings	misunderstanding	NOUN
esutjss-281	17	16	or	or	CCONJ
esutjss-281	17	17	misuse	misuse	NOUN
esutjss-281	17	18	.	.	PUNCT
esutjss-281	18	1	addressing	address	VERB
esutjss-281	18	2	both	both	DET
esutjss-281	18	3	types	type	NOUN
esutjss-281	18	4	appropriately	appropriately	ADV
esutjss-281	18	5	through	through	ADP
esutjss-281	18	6	empathy	empathy	NOUN
esutjss-281	18	7	or	or	CCONJ
esutjss-281	18	8	customer	customer	NOUN
esutjss-281	18	9	education	education	NOUN
esutjss-281	18	10	,	,	PUNCT
esutjss-281	18	11	can	can	AUX
esutjss-281	18	12	enhance	enhance	VERB
esutjss-281	18	13	trust	trust	NOUN
esutjss-281	18	14	and	and	CCONJ
esutjss-281	18	15	loyalty	loyalty	NOUN
esutjss-281	18	16	.	.	PUNCT
esutjss-281	19	1	psychological	psychological	ADJ
esutjss-281	19	2	factors	factor	NOUN
esutjss-281	19	3	like	like	ADP
esutjss-281	19	4	cognitive	cognitive	ADJ
esutjss-281	19	5	bias	bias	NOUN
esutjss-281	19	6	,	,	PUNCT
esutjss-281	19	7	overconfidence	overconfidence	NOUN
esutjss-281	19	8	,	,	PUNCT
esutjss-281	19	9	stress	stress	NOUN
esutjss-281	19	10	,	,	PUNCT
esutjss-281	19	11	and	and	CCONJ
esutjss-281	19	12	emotions	emotion	NOUN
esutjss-281	19	13	also	also	ADV
esutjss-281	19	14	influence	influence	VERB
esutjss-281	19	15	customer	customer	NOUN
esutjss-281	19	16	behavior	behavior	NOUN
esutjss-281	19	17	and	and	CCONJ
esutjss-281	19	18	errors	error	NOUN
esutjss-281	19	19	.	.	PUNCT
esutjss-281	20	1	addressing	address	VERB
esutjss-281	20	2	these	these	DET
esutjss-281	20	3	issues	issue	NOUN
esutjss-281	20	4	requires	require	VERB
esutjss-281	20	5	banks	bank	NOUN
esutjss-281	20	6	to	to	PART
esutjss-281	20	7	enhance	enhance	VERB
esutjss-281	20	8	transparency	transparency	NOUN
esutjss-281	20	9	,	,	PUNCT
esutjss-281	20	10	educate	educate	VERB
esutjss-281	20	11	users	user	NOUN
esutjss-281	20	12	,	,	PUNCT
esutjss-281	20	13	and	and	CCONJ
esutjss-281	20	14	adopt	adopt	VERB
esutjss-281	20	15	technology	technology	NOUN
esutjss-281	20	16	-	-	PUNCT
esutjss-281	20	17	driven	drive	VERB
esutjss-281	20	18	solutions	solution	NOUN
esutjss-281	20	19	.	.	PUNCT
esutjss-281	21	1	effective	effective	ADJ
esutjss-281	21	2	complaint	complaint	NOUN
esutjss-281	21	3	management	management	NOUN
esutjss-281	21	4	builds	build	VERB
esutjss-281	21	5	trust	trust	PROPN
esutjss-281	21	6	,	,	PUNCT
esutjss-281	21	7	ensures	ensure	VERB
esutjss-281	21	8	compliance	compliance	NOUN
esutjss-281	21	9	,	,	PUNCT
esutjss-281	21	10	and	and	CCONJ
esutjss-281	21	11	fosters	foster	VERB
esutjss-281	21	12	customer	customer	NOUN
esutjss-281	21	13	loyalty	loyalty	NOUN
esutjss-281	21	14	,	,	PUNCT
esutjss-281	21	15	turning	turn	VERB
esutjss-281	21	16	negative	negative	ADJ
esutjss-281	21	17	experiences	experience	NOUN
esutjss-281	21	18	into	into	ADP
esutjss-281	21	19	opportunities	opportunity	NOUN
esutjss-281	21	20	for	for	ADP
esutjss-281	21	21	growth	growth	NOUN
esutjss-281	21	22	and	and	CCONJ
esutjss-281	21	23	innovation	innovation	NOUN
esutjss-281	21	24	in	in	ADP
esutjss-281	21	25	a	a	DET
esutjss-281	21	26	competitive	competitive	ADJ
esutjss-281	21	27	financial	financial	ADJ
esutjss-281	21	28	landscape	landscape	NOUN
esutjss-281	21	29	.	.	PUNCT
esutjss-281	22	1	employee	employee	NOUN
esutjss-281	22	2	involvement	involvement	NOUN
esutjss-281	22	3	further	far	ADV
esutjss-281	22	4	ensures	ensure	VERB
esutjss-281	22	5	these	these	DET
esutjss-281	22	6	policies	policy	NOUN
esutjss-281	22	7	are	be	AUX
esutjss-281	22	8	effective	effective	ADJ
esutjss-281	22	9	,	,	PUNCT
esutjss-281	22	10	fostering	foster	VERB
esutjss-281	22	11	a	a	DET
esutjss-281	22	12	culture	culture	NOUN
esutjss-281	22	13	of	of	ADP
esutjss-281	22	14	excellence	excellence	NOUN
esutjss-281	22	15	and	and	CCONJ
esutjss-281	22	16	trust	trust	NOUN
esutjss-281	22	17	.	.	PUNCT
esutjss-281	23	1	by	by	ADP
esutjss-281	23	2	improving	improve	VERB
esutjss-281	23	3	communication	communication	NOUN
esutjss-281	23	4	,	,	PUNCT
esutjss-281	23	5	education	education	NOUN
esutjss-281	23	6	,	,	PUNCT
esutjss-281	23	7	and	and	CCONJ
esutjss-281	23	8	empathy	empathy	NOUN
esutjss-281	23	9	,	,	PUNCT
esutjss-281	23	10	banks	bank	NOUN
esutjss-281	23	11	can	can	AUX
esutjss-281	23	12	reduce	reduce	VERB
esutjss-281	23	13	error	error	NOUN
esutjss-281	23	14	-	-	PUNCT
esutjss-281	23	15	based	base	VERB
esutjss-281	23	16	complaints	complaint	NOUN
esutjss-281	23	17	,	,	PUNCT
esutjss-281	23	18	enhance	enhance	VERB
esutjss-281	23	19	customer	customer	NOUN
esutjss-281	23	20	understanding	understanding	NOUN
esutjss-281	23	21	,	,	PUNCT
esutjss-281	23	22	and	and	CCONJ
esutjss-281	23	23	strengthen	strengthen	VERB
esutjss-281	23	24	long	long	ADJ
esutjss-281	23	25	-	-	PUNCT
esutjss-281	23	26	term	term	NOUN
esutjss-281	23	27	satisfaction	satisfaction	NOUN
esutjss-281	23	28	and	and	CCONJ
esutjss-281	23	29	loyalty	loyalty	NOUN
esutjss-281	23	30	.	.	PUNCT
esutjss-281	24	1	keywords	keyword	NOUN
esutjss-281	24	2	:	:	PUNCT
esutjss-281	24	3	bank	bank	NOUN
esutjss-281	24	4	customers	customer	NOUN
esutjss-281	24	5	’	’	PART
esutjss-281	24	6	complaints	complaint	NOUN
esutjss-281	24	7	,	,	PUNCT
esutjss-281	24	8	attribution	attribution	NOUN
esutjss-281	24	9	theory	theory	NOUN
esutjss-281	24	10	,	,	PUNCT
esutjss-281	24	11	customer	customer	NOUN
esutjss-281	24	12	error	error	NOUN
esutjss-281	24	13	,	,	PUNCT
esutjss-281	24	14	consumer	consumer	NOUN
esutjss-281	24	15	behavior	behavior	NOUN
esutjss-281	24	16	mailto:abisodunsodiya@gmail.com	mailto:abisodunsodiya@gmail.com	X
esutjss-281	24	17	202	202	NUM
esutjss-281	24	18	introduction	introduction	NOUN
esutjss-281	24	19	the	the	DET
esutjss-281	24	20	global	global	ADJ
esutjss-281	24	21	banking	banking	NOUN
esutjss-281	24	22	sector	sector	NOUN
esutjss-281	24	23	serves	serve	VERB
esutjss-281	24	24	as	as	ADP
esutjss-281	24	25	a	a	DET
esutjss-281	24	26	critical	critical	ADJ
esutjss-281	24	27	pillar	pillar	NOUN
esutjss-281	24	28	for	for	ADP
esutjss-281	24	29	economic	economic	ADJ
esutjss-281	24	30	stability	stability	NOUN
esutjss-281	24	31	and	and	CCONJ
esutjss-281	24	32	development	development	NOUN
esutjss-281	24	33	,	,	PUNCT
esutjss-281	24	34	influencing	influence	VERB
esutjss-281	24	35	the	the	DET
esutjss-281	24	36	flow	flow	NOUN
esutjss-281	24	37	of	of	ADP
esutjss-281	24	38	capital	capital	NOUN
esutjss-281	24	39	,	,	PUNCT
esutjss-281	24	40	credit	credit	NOUN
esutjss-281	24	41	,	,	PUNCT
esutjss-281	24	42	and	and	CCONJ
esutjss-281	24	43	financial	financial	ADJ
esutjss-281	24	44	resources	resource	NOUN
esutjss-281	24	45	across	across	ADP
esutjss-281	24	46	diverse	diverse	ADJ
esutjss-281	24	47	economies	economy	NOUN
esutjss-281	24	48	(	(	PUNCT
esutjss-281	24	49	challoumis	challoumis	PROPN
esutjss-281	24	50	&	&	CCONJ
esutjss-281	24	51	eriotis	eriotis	PROPN
esutjss-281	24	52	,	,	PUNCT
esutjss-281	24	53	2024a	2024a	NUM
esutjss-281	24	54	)	)	PUNCT
esutjss-281	24	55	.	.	PUNCT
esutjss-281	25	1	from	from	ADP
esutjss-281	25	2	traditional	traditional	ADJ
esutjss-281	25	3	brick	brick	NOUN
esutjss-281	25	4	-	-	PUNCT
esutjss-281	25	5	and	and	CCONJ
esutjss-281	25	6	-	-	PUNCT
esutjss-281	25	7	mortar	mortar	NOUN
esutjss-281	25	8	banks	bank	NOUN
esutjss-281	25	9	to	to	ADP
esutjss-281	25	10	digital	digital	ADJ
esutjss-281	25	11	banking	banking	NOUN
esutjss-281	25	12	platforms	platform	NOUN
esutjss-281	25	13	,	,	PUNCT
esutjss-281	25	14	the	the	DET
esutjss-281	25	15	sector	sector	NOUN
esutjss-281	25	16	now	now	ADV
esutjss-281	25	17	encompasses	encompass	VERB
esutjss-281	25	18	a	a	DET
esutjss-281	25	19	wide	wide	ADJ
esutjss-281	25	20	array	array	NOUN
esutjss-281	25	21	of	of	ADP
esutjss-281	25	22	services	service	NOUN
esutjss-281	25	23	,	,	PUNCT
esutjss-281	25	24	including	include	VERB
esutjss-281	25	25	personal	personal	ADJ
esutjss-281	25	26	banking	banking	NOUN
esutjss-281	25	27	,	,	PUNCT
esutjss-281	25	28	investment	investment	NOUN
esutjss-281	25	29	services	service	NOUN
esutjss-281	25	30	,	,	PUNCT
esutjss-281	25	31	and	and	CCONJ
esutjss-281	25	32	wealth	wealth	NOUN
esutjss-281	25	33	management	management	NOUN
esutjss-281	25	34	.	.	PUNCT
esutjss-281	26	1	the	the	DET
esutjss-281	26	2	global	global	ADJ
esutjss-281	26	3	banking	banking	NOUN
esutjss-281	26	4	landscape	landscape	NOUN
esutjss-281	26	5	is	be	AUX
esutjss-281	26	6	characterized	characterize	VERB
esutjss-281	26	7	by	by	ADP
esutjss-281	26	8	a	a	DET
esutjss-281	26	9	significant	significant	ADJ
esutjss-281	26	10	diversity	diversity	NOUN
esutjss-281	26	11	in	in	ADP
esutjss-281	26	12	operational	operational	ADJ
esutjss-281	26	13	structures	structure	NOUN
esutjss-281	26	14	,	,	PUNCT
esutjss-281	26	15	regulatory	regulatory	ADJ
esutjss-281	26	16	environments	environment	NOUN
esutjss-281	26	17	,	,	PUNCT
esutjss-281	26	18	and	and	CCONJ
esutjss-281	26	19	customer	customer	NOUN
esutjss-281	26	20	expectations	expectation	NOUN
esutjss-281	26	21	,	,	PUNCT
esutjss-281	26	22	especially	especially	ADV
esutjss-281	26	23	across	across	ADP
esutjss-281	26	24	regions	region	NOUN
esutjss-281	26	25	such	such	ADJ
esutjss-281	26	26	as	as	ADP
esutjss-281	26	27	europe	europe	PROPN
esutjss-281	26	28	,	,	PUNCT
esutjss-281	26	29	africa	africa	PROPN
esutjss-281	26	30	,	,	PUNCT
esutjss-281	26	31	and	and	CCONJ
esutjss-281	26	32	asia	asia	PROPN
esutjss-281	26	33	(	(	PUNCT
esutjss-281	26	34	sruthi	sruthi	PROPN
esutjss-281	26	35	,	,	PUNCT
esutjss-281	26	36	2023	2023	NUM
esutjss-281	26	37	)	)	PUNCT
esutjss-281	26	38	.	.	PUNCT
esutjss-281	27	1	banks	bank	NOUN
esutjss-281	27	2	are	be	AUX
esutjss-281	27	3	complex	complex	ADJ
esutjss-281	27	4	financial	financial	ADJ
esutjss-281	27	5	institutions	institution	NOUN
esutjss-281	27	6	that	that	PRON
esutjss-281	27	7	manage	manage	VERB
esutjss-281	27	8	large	large	ADJ
esutjss-281	27	9	customer	customer	NOUN
esutjss-281	27	10	bases	basis	NOUN
esutjss-281	27	11	and	and	CCONJ
esutjss-281	27	12	substantial	substantial	ADJ
esutjss-281	27	13	assets	asset	NOUN
esutjss-281	27	14	.	.	PUNCT
esutjss-281	28	1	in	in	ADP
esutjss-281	28	2	particular	particular	ADJ
esutjss-281	28	3	,	,	PUNCT
esutjss-281	28	4	the	the	DET
esutjss-281	28	5	retail	retail	ADJ
esutjss-281	28	6	banking	banking	NOUN
esutjss-281	28	7	segment	segment	NOUN
esutjss-281	28	8	is	be	AUX
esutjss-281	28	9	highly	highly	ADV
esutjss-281	28	10	customer	customer	NOUN
esutjss-281	28	11	-	-	PUNCT
esutjss-281	28	12	centric	centric	NOUN
esutjss-281	28	13	,	,	PUNCT
esutjss-281	28	14	with	with	ADP
esutjss-281	28	15	customer	customer	NOUN
esutjss-281	28	16	satisfaction	satisfaction	NOUN
esutjss-281	28	17	forming	form	VERB
esutjss-281	28	18	a	a	DET
esutjss-281	28	19	core	core	NOUN
esutjss-281	28	20	aspect	aspect	NOUN
esutjss-281	28	21	of	of	ADP
esutjss-281	28	22	its	its	PRON
esutjss-281	28	23	operational	operational	ADJ
esutjss-281	28	24	strategy	strategy	NOUN
esutjss-281	28	25	(	(	PUNCT
esutjss-281	28	26	ladhari	ladhari	PROPN
esutjss-281	28	27	et	et	PROPN
esutjss-281	28	28	al	al	PROPN
esutjss-281	28	29	.	.	PROPN
esutjss-281	28	30	,	,	PUNCT
esutjss-281	28	31	2017	2017	NUM
esutjss-281	28	32	)	)	PUNCT
esutjss-281	28	33	.	.	PUNCT
esutjss-281	29	1	feedback	feedback	NOUN
esutjss-281	29	2	from	from	ADP
esutjss-281	29	3	customers	customer	NOUN
esutjss-281	29	4	plays	play	VERB
esutjss-281	29	5	a	a	DET
esutjss-281	29	6	critical	critical	ADJ
esutjss-281	29	7	role	role	NOUN
esutjss-281	29	8	in	in	ADP
esutjss-281	29	9	enhancing	enhance	VERB
esutjss-281	29	10	service	service	NOUN
esutjss-281	29	11	quality	quality	NOUN
esutjss-281	29	12	and	and	CCONJ
esutjss-281	29	13	driving	drive	VERB
esutjss-281	29	14	innovation	innovation	NOUN
esutjss-281	29	15	across	across	ADP
esutjss-281	29	16	banking	banking	NOUN
esutjss-281	29	17	services	service	NOUN
esutjss-281	29	18	.	.	PUNCT
esutjss-281	30	1	among	among	ADP
esutjss-281	30	2	the	the	DET
esutjss-281	30	3	most	most	ADV
esutjss-281	30	4	valuable	valuable	ADJ
esutjss-281	30	5	forms	form	NOUN
esutjss-281	30	6	of	of	ADP
esutjss-281	30	7	feedback	feedback	NOUN
esutjss-281	30	8	are	be	AUX
esutjss-281	30	9	customer	customer	NOUN
esutjss-281	30	10	complaints	complaint	NOUN
esutjss-281	30	11	,	,	PUNCT
esutjss-281	30	12	which	which	PRON
esutjss-281	30	13	provide	provide	VERB
esutjss-281	30	14	insights	insight	NOUN
esutjss-281	30	15	into	into	ADP
esutjss-281	30	16	service	service	NOUN
esutjss-281	30	17	failures	failure	NOUN
esutjss-281	30	18	and	and	CCONJ
esutjss-281	30	19	areas	area	NOUN
esutjss-281	30	20	needing	need	VERB
esutjss-281	30	21	improvement	improvement	NOUN
esutjss-281	30	22	(	(	PUNCT
esutjss-281	30	23	iso	iso	NOUN
esutjss-281	30	24	10002	10002	NUM
esutjss-281	30	25	,	,	PUNCT
esutjss-281	30	26	2018	2018	NUM
esutjss-281	30	27	)	)	PUNCT
esutjss-281	30	28	.	.	PUNCT
esutjss-281	31	1	with	with	ADP
esutjss-281	31	2	the	the	DET
esutjss-281	31	3	widespread	widespread	ADJ
esutjss-281	31	4	digitalization	digitalization	NOUN
esutjss-281	31	5	of	of	ADP
esutjss-281	31	6	services	service	NOUN
esutjss-281	31	7	,	,	PUNCT
esutjss-281	31	8	customer	customer	NOUN
esutjss-281	31	9	complaint	complaint	NOUN
esutjss-281	31	10	mechanisms	mechanism	NOUN
esutjss-281	31	11	in	in	ADP
esutjss-281	31	12	the	the	DET
esutjss-281	31	13	banking	banking	NOUN
esutjss-281	31	14	industry	industry	NOUN
esutjss-281	31	15	have	have	AUX
esutjss-281	31	16	increasingly	increasingly	ADV
esutjss-281	31	17	moved	move	VERB
esutjss-281	31	18	to	to	ADP
esutjss-281	31	19	online	online	ADJ
esutjss-281	31	20	platforms	platform	NOUN
esutjss-281	31	21	.	.	PUNCT
esutjss-281	32	1	these	these	DET
esutjss-281	32	2	platforms	platform	NOUN
esutjss-281	32	3	offer	offer	VERB
esutjss-281	32	4	convenience	convenience	NOUN
esutjss-281	32	5	,	,	PUNCT
esutjss-281	32	6	transparency	transparency	NOUN
esutjss-281	32	7	,	,	PUNCT
esutjss-281	32	8	and	and	CCONJ
esutjss-281	32	9	accessibility	accessibility	NOUN
esutjss-281	32	10	,	,	PUNCT
esutjss-281	32	11	making	make	VERB
esutjss-281	32	12	them	they	PRON
esutjss-281	32	13	attractive	attractive	ADJ
esutjss-281	32	14	to	to	ADP
esutjss-281	32	15	consumers	consumer	NOUN
esutjss-281	32	16	who	who	PRON
esutjss-281	32	17	wish	wish	VERB
esutjss-281	32	18	to	to	PART
esutjss-281	32	19	voice	voice	VERB
esutjss-281	32	20	their	their	PRON
esutjss-281	32	21	concerns	concern	NOUN
esutjss-281	32	22	(	(	PUNCT
esutjss-281	32	23	yin	yin	PROPN
esutjss-281	32	24	et	et	PROPN
esutjss-281	32	25	al	al	PROPN
esutjss-281	32	26	.	.	PROPN
esutjss-281	32	27	,	,	PUNCT
esutjss-281	32	28	2021	2021	NUM
esutjss-281	32	29	)	)	PUNCT
esutjss-281	32	30	.	.	PUNCT
esutjss-281	33	1	online	online	ADJ
esutjss-281	33	2	complaints	complaint	NOUN
esutjss-281	33	3	,	,	PUNCT
esutjss-281	33	4	often	often	ADV
esutjss-281	33	5	referred	refer	VERB
esutjss-281	33	6	to	to	ADP
esutjss-281	33	7	as	as	ADP
esutjss-281	33	8	ecomplaints	ecomplaint	NOUN
esutjss-281	33	9	,	,	PUNCT
esutjss-281	33	10	are	be	AUX
esutjss-281	33	11	defined	define	VERB
esutjss-281	33	12	as	as	ADP
esutjss-281	33	13	expressions	expression	NOUN
esutjss-281	33	14	of	of	ADP
esutjss-281	33	15	dissatisfaction	dissatisfaction	NOUN
esutjss-281	33	16	communicated	communicate	VERB
esutjss-281	33	17	through	through	ADP
esutjss-281	33	18	internetbased	internetbased	ADJ
esutjss-281	33	19	channels	channel	NOUN
esutjss-281	33	20	,	,	PUNCT
esutjss-281	33	21	such	such	ADJ
esutjss-281	33	22	as	as	ADP
esutjss-281	33	23	social	social	ADJ
esutjss-281	33	24	media	medium	NOUN
esutjss-281	33	25	,	,	PUNCT
esutjss-281	33	26	review	review	VERB
esutjss-281	33	27	websites	website	NOUN
esutjss-281	33	28	,	,	PUNCT
esutjss-281	33	29	and	and	CCONJ
esutjss-281	33	30	corporate	corporate	ADJ
esutjss-281	33	31	feedback	feedback	NOUN
esutjss-281	33	32	portals	portal	NOUN
esutjss-281	33	33	(	(	PUNCT
esutjss-281	33	34	zhang	zhang	X
esutjss-281	33	35	et	et	PROPN
esutjss-281	33	36	al	al	PROPN
esutjss-281	33	37	.	.	PROPN
esutjss-281	33	38	,	,	PUNCT
esutjss-281	33	39	2020	2020	NUM
esutjss-281	33	40	)	)	PUNCT
esutjss-281	33	41	.	.	PUNCT
esutjss-281	34	1	these	these	DET
esutjss-281	34	2	complaints	complaint	NOUN
esutjss-281	34	3	typically	typically	ADV
esutjss-281	34	4	outline	outline	VERB
esutjss-281	34	5	how	how	SCONJ
esutjss-281	34	6	products	product	NOUN
esutjss-281	34	7	or	or	CCONJ
esutjss-281	34	8	services	service	NOUN
esutjss-281	34	9	have	have	AUX
esutjss-281	34	10	failed	fail	VERB
esutjss-281	34	11	to	to	PART
esutjss-281	34	12	meet	meet	VERB
esutjss-281	34	13	expectations	expectation	NOUN
esutjss-281	34	14	and	and	CCONJ
esutjss-281	34	15	may	may	AUX
esutjss-281	34	16	be	be	AUX
esutjss-281	34	17	visible	visible	ADJ
esutjss-281	34	18	to	to	ADP
esutjss-281	34	19	a	a	DET
esutjss-281	34	20	broad	broad	ADJ
esutjss-281	34	21	audience	audience	NOUN
esutjss-281	34	22	,	,	PUNCT
esutjss-281	34	23	thus	thus	ADV
esutjss-281	34	24	amplifying	amplify	VERB
esutjss-281	34	25	their	their	PRON
esutjss-281	34	26	impact	impact	NOUN
esutjss-281	34	27	(	(	PUNCT
esutjss-281	34	28	morgeson	morgeson	NOUN
esutjss-281	34	29	et	et	PROPN
esutjss-281	34	30	al	al	PROPN
esutjss-281	34	31	.	.	PROPN
esutjss-281	34	32	,	,	PUNCT
esutjss-281	34	33	2020	2020	NUM
esutjss-281	34	34	)	)	PUNCT
esutjss-281	34	35	.	.	PUNCT
esutjss-281	35	1	in	in	ADP
esutjss-281	35	2	essence	essence	NOUN
esutjss-281	35	3	,	,	PUNCT
esutjss-281	35	4	online	online	ADJ
esutjss-281	35	5	customer	customer	NOUN
esutjss-281	35	6	complaints	complaint	NOUN
esutjss-281	35	7	serve	serve	VERB
esutjss-281	35	8	as	as	ADP
esutjss-281	35	9	digital	digital	ADJ
esutjss-281	35	10	expressions	expression	NOUN
esutjss-281	35	11	of	of	ADP
esutjss-281	35	12	service	service	NOUN
esutjss-281	35	13	dissatisfaction	dissatisfaction	NOUN
esutjss-281	35	14	,	,	PUNCT
esutjss-281	35	15	enabling	enable	VERB
esutjss-281	35	16	customers	customer	NOUN
esutjss-281	35	17	to	to	PART
esutjss-281	35	18	share	share	VERB
esutjss-281	35	19	negative	negative	ADJ
esutjss-281	35	20	experiences	experience	NOUN
esutjss-281	35	21	publicly	publicly	ADV
esutjss-281	35	22	and	and	CCONJ
esutjss-281	35	23	influence	influence	VERB
esutjss-281	35	24	other	other	ADJ
esutjss-281	35	25	consumers	consumer	NOUN
esutjss-281	35	26	’	'	PUNCT
esutjss-281	35	27	perceptions	perception	NOUN
esutjss-281	35	28	.	.	PUNCT
esutjss-281	36	1	the	the	DET
esutjss-281	36	2	literature	literature	NOUN
esutjss-281	36	3	frequently	frequently	ADV
esutjss-281	36	4	refers	refer	VERB
esutjss-281	36	5	to	to	ADP
esutjss-281	36	6	this	this	DET
esutjss-281	36	7	form	form	NOUN
esutjss-281	36	8	of	of	ADP
esutjss-281	36	9	feedback	feedback	NOUN
esutjss-281	36	10	as	as	ADP
esutjss-281	36	11	ecomplaining	ecomplaine	VERB
esutjss-281	36	12	,	,	PUNCT
esutjss-281	36	13	which	which	PRON
esutjss-281	36	14	not	not	PART
esutjss-281	36	15	only	only	ADV
esutjss-281	36	16	holds	hold	VERB
esutjss-281	36	17	businesses	business	NOUN
esutjss-281	36	18	accountable	accountable	ADJ
esutjss-281	36	19	but	but	CCONJ
esutjss-281	36	20	also	also	ADV
esutjss-281	36	21	provides	provide	VERB
esutjss-281	36	22	a	a	DET
esutjss-281	36	23	strategic	strategic	ADJ
esutjss-281	36	24	opportunity	opportunity	NOUN
esutjss-281	36	25	to	to	PART
esutjss-281	36	26	enhance	enhance	VERB
esutjss-281	36	27	customer	customer	NOUN
esutjss-281	36	28	relations	relation	NOUN
esutjss-281	36	29	if	if	SCONJ
esutjss-281	36	30	managed	manage	VERB
esutjss-281	36	31	effectively	effectively	ADV
esutjss-281	36	32	(	(	PUNCT
esutjss-281	36	33	kucuk	kucuk	NOUN
esutjss-281	36	34	,	,	PUNCT
esutjss-281	36	35	2019	2019	NUM
esutjss-281	36	36	)	)	PUNCT
esutjss-281	36	37	.	.	PUNCT
esutjss-281	37	1	in	in	ADP
esutjss-281	37	2	europe	europe	PROPN
esutjss-281	37	3	,	,	PUNCT
esutjss-281	37	4	the	the	DET
esutjss-281	37	5	banking	banking	NOUN
esutjss-281	37	6	sector	sector	NOUN
esutjss-281	37	7	is	be	AUX
esutjss-281	37	8	mostly	mostly	ADV
esutjss-281	37	9	defined	define	VERB
esutjss-281	37	10	by	by	ADP
esutjss-281	37	11	its	its	PRON
esutjss-281	37	12	stringent	stringent	ADJ
esutjss-281	37	13	regulatory	regulatory	ADJ
esutjss-281	37	14	environment	environment	NOUN
esutjss-281	37	15	and	and	CCONJ
esutjss-281	37	16	the	the	DET
esutjss-281	37	17	impact	impact	NOUN
esutjss-281	37	18	of	of	ADP
esutjss-281	37	19	the	the	DET
esutjss-281	37	20	european	european	PROPN
esutjss-281	37	21	central	central	PROPN
esutjss-281	37	22	bank	bank	PROPN
esutjss-281	37	23	(	(	PUNCT
esutjss-281	37	24	ecb	ecb	PROPN
esutjss-281	37	25	)	)	PUNCT
esutjss-281	37	26	on	on	ADP
esutjss-281	37	27	monetary	monetary	ADJ
esutjss-281	37	28	policy	policy	NOUN
esutjss-281	37	29	(	(	PUNCT
esutjss-281	37	30	micossi	micossi	ADJ
esutjss-281	37	31	,	,	PUNCT
esutjss-281	37	32	2015	2015	NUM
esutjss-281	37	33	)	)	PUNCT
esutjss-281	37	34	.	.	PUNCT
esutjss-281	38	1	european	european	ADJ
esutjss-281	38	2	banks	bank	NOUN
esutjss-281	38	3	have	have	AUX
esutjss-281	38	4	faced	face	VERB
esutjss-281	38	5	numerous	numerous	ADJ
esutjss-281	38	6	challenges	challenge	NOUN
esutjss-281	38	7	,	,	PUNCT
esutjss-281	38	8	such	such	ADJ
esutjss-281	38	9	as	as	ADP
esutjss-281	38	10	the	the	DET
esutjss-281	38	11	aftermath	aftermath	NOUN
esutjss-281	38	12	of	of	ADP
esutjss-281	38	13	the	the	DET
esutjss-281	38	14	2008	2008	NUM
esutjss-281	38	15	financial	financial	ADJ
esutjss-281	38	16	crisis	crisis	NOUN
esutjss-281	38	17	,	,	PUNCT
esutjss-281	38	18	the	the	DET
esutjss-281	38	19	eurozone	eurozone	NOUN
esutjss-281	38	20	debt	debt	NOUN
esutjss-281	38	21	crisis	crisis	NOUN
esutjss-281	38	22	,	,	PUNCT
esutjss-281	38	23	and	and	CCONJ
esutjss-281	38	24	burgeoning	burgeon	VERB
esutjss-281	38	25	competition	competition	NOUN
esutjss-281	38	26	from	from	ADP
esutjss-281	38	27	fintech	fintech	NOUN
esutjss-281	38	28	companies	company	NOUN
esutjss-281	38	29	.	.	PUNCT
esutjss-281	39	1	as	as	ADP
esutjss-281	39	2	a	a	DET
esutjss-281	39	3	result	result	NOUN
esutjss-281	39	4	,	,	PUNCT
esutjss-281	39	5	many	many	ADJ
esutjss-281	39	6	traditional	traditional	ADJ
esutjss-281	39	7	banks	bank	NOUN
esutjss-281	39	8	in	in	ADP
esutjss-281	39	9	europe	europe	PROPN
esutjss-281	39	10	have	have	AUX
esutjss-281	39	11	been	be	AUX
esutjss-281	39	12	compelled	compel	VERB
esutjss-281	39	13	to	to	PART
esutjss-281	39	14	overhaul	overhaul	VERB
esutjss-281	39	15	their	their	PRON
esutjss-281	39	16	customer	customer	NOUN
esutjss-281	39	17	service	service	NOUN
esutjss-281	39	18	strategies	strategy	NOUN
esutjss-281	39	19	to	to	PART
esutjss-281	39	20	remain	remain	VERB
esutjss-281	39	21	competitive	competitive	ADJ
esutjss-281	39	22	.	.	PUNCT
esutjss-281	40	1	in	in	ADP
esutjss-281	40	2	the	the	DET
esutjss-281	40	3	face	face	NOUN
esutjss-281	40	4	of	of	ADP
esutjss-281	40	5	digital	digital	ADJ
esutjss-281	40	6	transformation	transformation	NOUN
esutjss-281	40	7	,	,	PUNCT
esutjss-281	40	8	european	european	ADJ
esutjss-281	40	9	banks	bank	NOUN
esutjss-281	40	10	are	be	AUX
esutjss-281	40	11	increasingly	increasingly	ADV
esutjss-281	40	12	adopting	adopt	VERB
esutjss-281	40	13	technology	technology	NOUN
esutjss-281	40	14	to	to	PART
esutjss-281	40	15	enhance	enhance	VERB
esutjss-281	40	16	customer	customer	NOUN
esutjss-281	40	17	experiences	experience	NOUN
esutjss-281	40	18	,	,	PUNCT
esutjss-281	40	19	streamline	streamline	VERB
esutjss-281	40	20	services	service	NOUN
esutjss-281	40	21	,	,	PUNCT
esutjss-281	40	22	and	and	CCONJ
esutjss-281	40	23	provide	provide	VERB
esutjss-281	40	24	personalized	personalized	ADJ
esutjss-281	40	25	banking	banking	NOUN
esutjss-281	40	26	solutions	solution	NOUN
esutjss-281	40	27	(	(	PUNCT
esutjss-281	40	28	baskerville	baskerville	PROPN
esutjss-281	40	29	et	et	PROPN
esutjss-281	40	30	al	al	PROPN
esutjss-281	40	31	.	.	PROPN
esutjss-281	40	32	,	,	PUNCT
esutjss-281	40	33	2020	2020	NUM
esutjss-281	40	34	)	)	PUNCT
esutjss-281	40	35	.	.	PUNCT
esutjss-281	41	1	contrastingly	contrastingly	ADV
esutjss-281	41	2	,	,	PUNCT
esutjss-281	41	3	africa	africa	PROPN
esutjss-281	41	4	’s	’s	PART
esutjss-281	41	5	banking	banking	NOUN
esutjss-281	41	6	sector	sector	NOUN
esutjss-281	41	7	is	be	AUX
esutjss-281	41	8	marked	mark	VERB
esutjss-281	41	9	by	by	ADP
esutjss-281	41	10	a	a	DET
esutjss-281	41	11	unique	unique	ADJ
esutjss-281	41	12	blend	blend	NOUN
esutjss-281	41	13	of	of	ADP
esutjss-281	41	14	traditional	traditional	ADJ
esutjss-281	41	15	banking	banking	NOUN
esutjss-281	41	16	practices	practice	NOUN
esutjss-281	41	17	and	and	CCONJ
esutjss-281	41	18	innovative	innovative	ADJ
esutjss-281	41	19	financial	financial	ADJ
esutjss-281	41	20	technology	technology	NOUN
esutjss-281	41	21	solutions	solution	NOUN
esutjss-281	41	22	aimed	aim	VERB
esutjss-281	41	23	at	at	ADP
esutjss-281	41	24	addressing	address	VERB
esutjss-281	41	25	localized	localized	ADJ
esutjss-281	41	26	challenges	challenge	NOUN
esutjss-281	41	27	(	(	PUNCT
esutjss-281	41	28	baskerville	baskerville	PROPN
esutjss-281	41	29	et	et	PROPN
esutjss-281	41	30	al	al	PROPN
esutjss-281	41	31	.	.	PROPN
esutjss-281	41	32	,	,	PUNCT
esutjss-281	41	33	2020	2020	NUM
esutjss-281	41	34	)	)	PUNCT
esutjss-281	41	35	.	.	PUNCT
esutjss-281	42	1	the	the	DET
esutjss-281	42	2	continent	continent	NOUN
esutjss-281	42	3	faces	face	VERB
esutjss-281	42	4	persistent	persistent	ADJ
esutjss-281	42	5	issues	issue	NOUN
esutjss-281	42	6	related	relate	VERB
esutjss-281	42	7	to	to	ADP
esutjss-281	42	8	financial	financial	ADJ
esutjss-281	42	9	inclusion	inclusion	NOUN
esutjss-281	42	10	,	,	PUNCT
esutjss-281	42	11	as	as	ADP
esutjss-281	42	12	a	a	DET
esutjss-281	42	13	significant	significant	ADJ
esutjss-281	42	14	portion	portion	NOUN
esutjss-281	42	15	of	of	ADP
esutjss-281	42	16	the	the	DET
esutjss-281	42	17	population	population	NOUN
esutjss-281	42	18	remains	remain	VERB
esutjss-281	42	19	unbanked	unbanked	ADJ
esutjss-281	42	20	or	or	CCONJ
esutjss-281	42	21	underbanked	underbanked	ADJ
esutjss-281	42	22	.	.	PUNCT
esutjss-281	43	1	as	as	ADP
esutjss-281	43	2	a	a	DET
esutjss-281	43	3	response	response	NOUN
esutjss-281	43	4	,	,	PUNCT
esutjss-281	43	5	many	many	ADJ
esutjss-281	43	6	african	african	ADJ
esutjss-281	43	7	banks	bank	NOUN
esutjss-281	43	8	are	be	AUX
esutjss-281	43	9	focusing	focus	VERB
esutjss-281	43	10	on	on	ADP
esutjss-281	43	11	customer	customer	NOUN
esutjss-281	43	12	service	service	NOUN
esutjss-281	43	13	improvements	improvement	NOUN
esutjss-281	43	14	to	to	PART
esutjss-281	43	15	foster	foster	VERB
esutjss-281	43	16	trust	trust	NOUN
esutjss-281	43	17	and	and	CCONJ
esutjss-281	43	18	accessibility	accessibility	NOUN
esutjss-281	43	19	.	.	PUNCT
esutjss-281	44	1	the	the	DET
esutjss-281	44	2	rise	rise	NOUN
esutjss-281	44	3	of	of	ADP
esutjss-281	44	4	mobile	mobile	ADJ
esutjss-281	44	5	banking	banking	NOUN
esutjss-281	44	6	and	and	CCONJ
esutjss-281	44	7	fintech	fintech	NOUN
esutjss-281	44	8	in	in	ADP
esutjss-281	44	9	africa	africa	PROPN
esutjss-281	44	10	has	have	AUX
esutjss-281	44	11	transformed	transform	VERB
esutjss-281	44	12	the	the	DET
esutjss-281	44	13	landscape	landscape	NOUN
esutjss-281	44	14	,	,	PUNCT
esutjss-281	44	15	enabling	enable	VERB
esutjss-281	44	16	banks	bank	NOUN
esutjss-281	44	17	to	to	PART
esutjss-281	44	18	reach	reach	VERB
esutjss-281	44	19	underserved	underserved	ADJ
esutjss-281	44	20	populations	population	NOUN
esutjss-281	44	21	and	and	CCONJ
esutjss-281	44	22	deliver	deliver	VERB
esutjss-281	44	23	essential	essential	ADJ
esutjss-281	44	24	financial	financial	ADJ
esutjss-281	44	25	services	service	NOUN
esutjss-281	44	26	(	(	PUNCT
esutjss-281	44	27	adelaja	adelaja	NOUN
esutjss-281	44	28	et	et	PROPN
esutjss-281	44	29	al	al	PROPN
esutjss-281	44	30	.	.	PROPN
esutjss-281	44	31	,	,	PUNCT
esutjss-281	44	32	2024	2024	NUM
esutjss-281	44	33	)	)	PUNCT
esutjss-281	44	34	.	.	PUNCT
esutjss-281	45	1	customer	customer	NOUN
esutjss-281	45	2	service	service	NOUN
esutjss-281	45	3	plays	play	VERB
esutjss-281	45	4	an	an	DET
esutjss-281	45	5	essential	essential	ADJ
esutjss-281	45	6	role	role	NOUN
esutjss-281	45	7	in	in	ADP
esutjss-281	45	8	this	this	DET
esutjss-281	45	9	context	context	NOUN
esutjss-281	45	10	,	,	PUNCT
esutjss-281	45	11	as	as	SCONJ
esutjss-281	45	12	financial	financial	ADJ
esutjss-281	45	13	institutions	institution	NOUN
esutjss-281	45	14	must	must	AUX
esutjss-281	45	15	educate	educate	VERB
esutjss-281	45	16	their	their	PRON
esutjss-281	45	17	clients	client	NOUN
esutjss-281	45	18	on	on	ADP
esutjss-281	45	19	available	available	ADJ
esutjss-281	45	20	services	service	NOUN
esutjss-281	45	21	,	,	PUNCT
esutjss-281	45	22	ensure	ensure	VERB
esutjss-281	45	23	security	security	NOUN
esutjss-281	45	24	,	,	PUNCT
esutjss-281	45	25	and	and	CCONJ
esutjss-281	45	26	provide	provide	VERB
esutjss-281	45	27	responsive	responsive	ADJ
esutjss-281	45	28	support	support	NOUN
esutjss-281	45	29	.	.	PUNCT
esutjss-281	46	1	by	by	ADP
esutjss-281	46	2	enhancing	enhance	VERB
esutjss-281	46	3	customer	customer	NOUN
esutjss-281	46	4	service	service	NOUN
esutjss-281	46	5	frameworks	framework	NOUN
esutjss-281	46	6	,	,	PUNCT
esutjss-281	46	7	banks	bank	NOUN
esutjss-281	46	8	in	in	ADP
esutjss-281	46	9	africa	africa	PROPN
esutjss-281	46	10	are	be	AUX
esutjss-281	46	11	203	203	NUM
esutjss-281	46	12	not	not	PART
esutjss-281	46	13	only	only	ADV
esutjss-281	46	14	improving	improve	VERB
esutjss-281	46	15	client	client	NOUN
esutjss-281	46	16	satisfaction	satisfaction	NOUN
esutjss-281	46	17	but	but	CCONJ
esutjss-281	46	18	also	also	ADV
esutjss-281	46	19	driving	drive	VERB
esutjss-281	46	20	broader	broad	ADJ
esutjss-281	46	21	economic	economic	ADJ
esutjss-281	46	22	development	development	NOUN
esutjss-281	46	23	and	and	CCONJ
esutjss-281	46	24	fostering	foster	VERB
esutjss-281	46	25	financial	financial	ADJ
esutjss-281	46	26	literacy	literacy	NOUN
esutjss-281	46	27	across	across	ADP
esutjss-281	46	28	communities	community	NOUN
esutjss-281	46	29	(	(	PUNCT
esutjss-281	46	30	soetan	soetan	PROPN
esutjss-281	46	31	&	&	CCONJ
esutjss-281	46	32	mogaji	mogaji	NOUN
esutjss-281	46	33	,	,	PUNCT
esutjss-281	46	34	2024	2024	NUM
esutjss-281	46	35	)	)	PUNCT
esutjss-281	46	36	.	.	PUNCT
esutjss-281	47	1	in	in	ADP
esutjss-281	47	2	asia	asia	PROPN
esutjss-281	47	3	,	,	PUNCT
esutjss-281	47	4	the	the	DET
esutjss-281	47	5	banking	banking	NOUN
esutjss-281	47	6	sector	sector	NOUN
esutjss-281	47	7	is	be	AUX
esutjss-281	47	8	witnessing	witness	VERB
esutjss-281	47	9	rapid	rapid	ADJ
esutjss-281	47	10	growth	growth	NOUN
esutjss-281	47	11	fuelled	fuel	VERB
esutjss-281	47	12	by	by	ADP
esutjss-281	47	13	rising	rise	VERB
esutjss-281	47	14	middle	middle	ADJ
esutjss-281	47	15	classes	class	NOUN
esutjss-281	47	16	and	and	CCONJ
esutjss-281	47	17	increasing	increase	VERB
esutjss-281	47	18	demand	demand	NOUN
esutjss-281	47	19	for	for	ADP
esutjss-281	47	20	financial	financial	ADJ
esutjss-281	47	21	services	service	NOUN
esutjss-281	47	22	(	(	PUNCT
esutjss-281	47	23	gill	gill	NOUN
esutjss-281	47	24	et	et	NOUN
esutjss-281	47	25	al	al	PROPN
esutjss-281	47	26	.	.	PROPN
esutjss-281	47	27	,	,	PUNCT
esutjss-281	47	28	2007	2007	NUM
esutjss-281	47	29	)	)	PUNCT
esutjss-281	47	30	.	.	PUNCT
esutjss-281	48	1	the	the	DET
esutjss-281	48	2	region	region	NOUN
esutjss-281	48	3	's	's	PART
esutjss-281	48	4	banks	bank	NOUN
esutjss-281	48	5	are	be	AUX
esutjss-281	48	6	characterized	characterize	VERB
esutjss-281	48	7	by	by	ADP
esutjss-281	48	8	a	a	DET
esutjss-281	48	9	unique	unique	ADJ
esutjss-281	48	10	blend	blend	NOUN
esutjss-281	48	11	of	of	ADP
esutjss-281	48	12	established	establish	VERB
esutjss-281	48	13	institutions	institution	NOUN
esutjss-281	48	14	and	and	CCONJ
esutjss-281	48	15	dynamic	dynamic	ADJ
esutjss-281	48	16	fintech	fintech	NOUN
esutjss-281	48	17	startups	startup	NOUN
esutjss-281	48	18	that	that	PRON
esutjss-281	48	19	are	be	AUX
esutjss-281	48	20	reshaping	reshape	VERB
esutjss-281	48	21	the	the	DET
esutjss-281	48	22	competitive	competitive	ADJ
esutjss-281	48	23	environment	environment	NOUN
esutjss-281	48	24	.	.	PUNCT
esutjss-281	49	1	the	the	DET
esutjss-281	49	2	significance	significance	NOUN
esutjss-281	49	3	of	of	ADP
esutjss-281	49	4	customer	customer	NOUN
esutjss-281	49	5	service	service	NOUN
esutjss-281	49	6	in	in	ADP
esutjss-281	49	7	asia	asia	PROPN
esutjss-281	49	8	's	's	PART
esutjss-281	49	9	banking	banking	NOUN
esutjss-281	49	10	sector	sector	NOUN
esutjss-281	49	11	can	can	AUX
esutjss-281	49	12	not	not	PART
esutjss-281	49	13	be	be	AUX
esutjss-281	49	14	overstated	overstate	VERB
esutjss-281	49	15	;	;	PUNCT
esutjss-281	49	16	as	as	SCONJ
esutjss-281	49	17	banks	bank	NOUN
esutjss-281	49	18	look	look	VERB
esutjss-281	49	19	to	to	PART
esutjss-281	49	20	differentiate	differentiate	VERB
esutjss-281	49	21	themselves	themselves	PRON
esutjss-281	49	22	,	,	PUNCT
esutjss-281	49	23	cultivating	cultivate	VERB
esutjss-281	49	24	strong	strong	ADJ
esutjss-281	49	25	customer	customer	NOUN
esutjss-281	49	26	relationships	relationship	NOUN
esutjss-281	49	27	becomes	become	VERB
esutjss-281	49	28	paramount	paramount	NOUN
esutjss-281	49	29	(	(	PUNCT
esutjss-281	49	30	amegbe	amegbe	NOUN
esutjss-281	49	31	&	&	CCONJ
esutjss-281	49	32	osakwe	osakwe	ADJ
esutjss-281	49	33	,	,	PUNCT
esutjss-281	49	34	2018a	2018a	NUM
esutjss-281	49	35	)	)	PUNCT
esutjss-281	49	36	.	.	PUNCT
esutjss-281	50	1	at	at	ADP
esutjss-281	50	2	the	the	DET
esutjss-281	50	3	same	same	ADJ
esutjss-281	50	4	time	time	NOUN
esutjss-281	50	5	,	,	PUNCT
esutjss-281	50	6	cultural	cultural	ADJ
esutjss-281	50	7	nuances	nuance	NOUN
esutjss-281	50	8	and	and	CCONJ
esutjss-281	50	9	customer	customer	NOUN
esutjss-281	50	10	expectations	expectation	NOUN
esutjss-281	50	11	determine	determine	VERB
esutjss-281	50	12	how	how	SCONJ
esutjss-281	50	13	services	service	NOUN
esutjss-281	50	14	are	be	AUX
esutjss-281	50	15	delivered	deliver	VERB
esutjss-281	50	16	and	and	CCONJ
esutjss-281	50	17	perceived	perceive	VERB
esutjss-281	50	18	.	.	PUNCT
esutjss-281	51	1	for	for	ADP
esutjss-281	51	2	instance	instance	NOUN
esutjss-281	51	3	,	,	PUNCT
esutjss-281	51	4	in	in	ADP
esutjss-281	51	5	countries	country	NOUN
esutjss-281	51	6	like	like	ADP
esutjss-281	51	7	japan	japan	PROPN
esutjss-281	51	8	and	and	CCONJ
esutjss-281	51	9	south	south	PROPN
esutjss-281	51	10	korea	korea	PROPN
esutjss-281	51	11	,	,	PUNCT
esutjss-281	51	12	exceptional	exceptional	ADJ
esutjss-281	51	13	customer	customer	NOUN
esutjss-281	51	14	service	service	NOUN
esutjss-281	51	15	is	be	AUX
esutjss-281	51	16	a	a	DET
esutjss-281	51	17	cultural	cultural	ADJ
esutjss-281	51	18	expectation	expectation	NOUN
esutjss-281	51	19	,	,	PUNCT
esutjss-281	51	20	leading	lead	VERB
esutjss-281	51	21	banks	bank	NOUN
esutjss-281	51	22	to	to	PART
esutjss-281	51	23	invest	invest	VERB
esutjss-281	51	24	heavily	heavily	ADV
esutjss-281	51	25	in	in	ADP
esutjss-281	51	26	training	training	NOUN
esutjss-281	51	27	programs	program	NOUN
esutjss-281	51	28	aimed	aim	VERB
esutjss-281	51	29	at	at	ADP
esutjss-281	51	30	enhancing	enhance	VERB
esutjss-281	51	31	their	their	PRON
esutjss-281	51	32	service	service	NOUN
esutjss-281	51	33	delivery	delivery	NOUN
esutjss-281	51	34	(	(	PUNCT
esutjss-281	51	35	malhotra	malhotra	PROPN
esutjss-281	51	36	et	et	PROPN
esutjss-281	51	37	al	al	PROPN
esutjss-281	51	38	.	.	PROPN
esutjss-281	51	39	,	,	PUNCT
esutjss-281	51	40	2005	2005	NUM
esutjss-281	51	41	)	)	PUNCT
esutjss-281	51	42	.	.	PUNCT
esutjss-281	52	1	moreover	moreover	ADV
esutjss-281	52	2	,	,	PUNCT
esutjss-281	52	3	the	the	DET
esutjss-281	52	4	integration	integration	NOUN
esutjss-281	52	5	of	of	ADP
esutjss-281	52	6	artificial	artificial	ADJ
esutjss-281	52	7	intelligence	intelligence	NOUN
esutjss-281	52	8	and	and	CCONJ
esutjss-281	52	9	data	datum	NOUN
esutjss-281	52	10	analytics	analytic	NOUN
esutjss-281	52	11	is	be	AUX
esutjss-281	52	12	enabling	enable	VERB
esutjss-281	52	13	asian	asian	ADJ
esutjss-281	52	14	banks	bank	NOUN
esutjss-281	52	15	to	to	PART
esutjss-281	52	16	offer	offer	VERB
esutjss-281	52	17	personalized	personalized	ADJ
esutjss-281	52	18	banking	banking	NOUN
esutjss-281	52	19	experiences	experience	NOUN
esutjss-281	52	20	and	and	CCONJ
esutjss-281	52	21	ensure	ensure	VERB
esutjss-281	52	22	customer	customer	NOUN
esutjss-281	52	23	service	service	NOUN
esutjss-281	52	24	excellence	excellence	NOUN
esutjss-281	52	25	,	,	PUNCT
esutjss-281	52	26	reinforcing	reinforce	VERB
esutjss-281	52	27	the	the	DET
esutjss-281	52	28	importance	importance	NOUN
esutjss-281	52	29	of	of	ADP
esutjss-281	52	30	a	a	DET
esutjss-281	52	31	customer	customer	NOUN
esutjss-281	52	32	-	-	PUNCT
esutjss-281	52	33	centric	centric	NOUN
esutjss-281	52	34	approach	approach	NOUN
esutjss-281	52	35	in	in	ADP
esutjss-281	52	36	a	a	DET
esutjss-281	52	37	rapidly	rapidly	ADV
esutjss-281	52	38	evolving	evolve	VERB
esutjss-281	52	39	market	market	NOUN
esutjss-281	52	40	.	.	PUNCT
esutjss-281	53	1	ultimately	ultimately	ADV
esutjss-281	53	2	,	,	PUNCT
esutjss-281	53	3	the	the	DET
esutjss-281	53	4	significance	significance	NOUN
esutjss-281	53	5	of	of	ADP
esutjss-281	53	6	customer	customer	NOUN
esutjss-281	53	7	service	service	NOUN
esutjss-281	53	8	in	in	ADP
esutjss-281	53	9	banking	banking	NOUN
esutjss-281	53	10	transcends	transcend	VERB
esutjss-281	53	11	geographical	geographical	ADJ
esutjss-281	53	12	boundaries	boundary	NOUN
esutjss-281	53	13	,	,	PUNCT
esutjss-281	53	14	as	as	SCONJ
esutjss-281	53	15	institutions	institution	NOUN
esutjss-281	53	16	strive	strive	VERB
esutjss-281	53	17	to	to	PART
esutjss-281	53	18	build	build	VERB
esutjss-281	53	19	trust	trust	NOUN
esutjss-281	53	20	,	,	PUNCT
esutjss-281	53	21	engagement	engagement	NOUN
esutjss-281	53	22	,	,	PUNCT
esutjss-281	53	23	and	and	CCONJ
esutjss-281	53	24	loyalty	loyalty	NOUN
esutjss-281	53	25	within	within	ADP
esutjss-281	53	26	a	a	DET
esutjss-281	53	27	highly	highly	ADV
esutjss-281	53	28	competitive	competitive	ADJ
esutjss-281	53	29	financial	financial	ADJ
esutjss-281	53	30	landscape	landscape	NOUN
esutjss-281	53	31	(	(	PUNCT
esutjss-281	53	32	del	del	PROPN
esutjss-281	53	33	sarto	sarto	PROPN
esutjss-281	53	34	et	et	PROPN
esutjss-281	53	35	al	al	PROPN
esutjss-281	53	36	.	.	PROPN
esutjss-281	53	37	,	,	PUNCT
esutjss-281	53	38	2024	2024	NUM
esutjss-281	53	39	)	)	PUNCT
esutjss-281	53	40	.	.	PUNCT
esutjss-281	54	1	this	this	DET
esutjss-281	54	2	study	study	NOUN
esutjss-281	54	3	examines	examine	VERB
esutjss-281	54	4	the	the	DET
esutjss-281	54	5	trends	trend	NOUN
esutjss-281	54	6	in	in	ADP
esutjss-281	54	7	bank	bank	NOUN
esutjss-281	54	8	customers	customer	NOUN
esutjss-281	54	9	complains	complain	VERB
esutjss-281	54	10	,	,	PUNCT
esutjss-281	54	11	focusing	focus	VERB
esutjss-281	54	12	on	on	ADP
esutjss-281	54	13	the	the	DET
esutjss-281	54	14	customers	customer	NOUN
esutjss-281	54	15	errors	error	NOUN
esutjss-281	54	16	.	.	PUNCT
esutjss-281	55	1	concept	concept	NOUN
esutjss-281	55	2	of	of	ADP
esutjss-281	55	3	bank	bank	NOUN
esutjss-281	55	4	customers	customer	NOUN
esutjss-281	55	5	’	'	PUNCT
esutjss-281	55	6	complaints	complaint	NOUN
esutjss-281	55	7	customer	customer	NOUN
esutjss-281	55	8	complaints	complaint	NOUN
esutjss-281	55	9	in	in	ADP
esutjss-281	55	10	the	the	DET
esutjss-281	55	11	banking	banking	NOUN
esutjss-281	55	12	sector	sector	NOUN
esutjss-281	55	13	are	be	AUX
esutjss-281	55	14	often	often	ADV
esutjss-281	55	15	defined	define	VERB
esutjss-281	55	16	as	as	ADP
esutjss-281	55	17	expressions	expression	NOUN
esutjss-281	55	18	of	of	ADP
esutjss-281	55	19	dissatisfaction	dissatisfaction	NOUN
esutjss-281	55	20	from	from	ADP
esutjss-281	55	21	clients	client	NOUN
esutjss-281	55	22	regarding	regard	VERB
esutjss-281	55	23	their	their	PRON
esutjss-281	55	24	banking	banking	NOUN
esutjss-281	55	25	experiences	experience	NOUN
esutjss-281	55	26	,	,	PUNCT
esutjss-281	55	27	products	product	NOUN
esutjss-281	55	28	,	,	PUNCT
esutjss-281	55	29	or	or	CCONJ
esutjss-281	55	30	services	service	NOUN
esutjss-281	55	31	(	(	PUNCT
esutjss-281	55	32	komunda	komunda	PROPN
esutjss-281	55	33	&	&	CCONJ
esutjss-281	55	34	osarenkhoe	osarenkhoe	NOUN
esutjss-281	55	35	,	,	PUNCT
esutjss-281	55	36	2012	2012	NUM
esutjss-281	55	37	)	)	PUNCT
esutjss-281	55	38	.	.	PUNCT
esutjss-281	56	1	these	these	DET
esutjss-281	56	2	grievances	grievance	NOUN
esutjss-281	56	3	can	can	AUX
esutjss-281	56	4	arise	arise	VERB
esutjss-281	56	5	from	from	ADP
esutjss-281	56	6	a	a	DET
esutjss-281	56	7	multitude	multitude	NOUN
esutjss-281	56	8	of	of	ADP
esutjss-281	56	9	sources	source	NOUN
esutjss-281	56	10	,	,	PUNCT
esutjss-281	56	11	including	include	VERB
esutjss-281	56	12	service	service	NOUN
esutjss-281	56	13	quality	quality	NOUN
esutjss-281	56	14	,	,	PUNCT
esutjss-281	56	15	transaction	transaction	NOUN
esutjss-281	56	16	issues	issue	NOUN
esutjss-281	56	17	,	,	PUNCT
esutjss-281	56	18	or	or	CCONJ
esutjss-281	56	19	perceived	perceive	VERB
esutjss-281	56	20	unfair	unfair	ADJ
esutjss-281	56	21	practices	practice	NOUN
esutjss-281	56	22	.	.	PUNCT
esutjss-281	57	1	in	in	ADP
esutjss-281	57	2	recent	recent	ADJ
esutjss-281	57	3	years	year	NOUN
esutjss-281	57	4	,	,	PUNCT
esutjss-281	57	5	the	the	DET
esutjss-281	57	6	landscape	landscape	NOUN
esutjss-281	57	7	of	of	ADP
esutjss-281	57	8	customer	customer	NOUN
esutjss-281	57	9	complaints	complaint	NOUN
esutjss-281	57	10	has	have	AUX
esutjss-281	57	11	become	become	VERB
esutjss-281	57	12	more	more	ADV
esutjss-281	57	13	nuanced	nuanced	ADJ
esutjss-281	57	14	,	,	PUNCT
esutjss-281	57	15	especially	especially	ADV
esutjss-281	57	16	as	as	SCONJ
esutjss-281	57	17	digital	digital	ADJ
esutjss-281	57	18	banking	banking	NOUN
esutjss-281	57	19	has	have	AUX
esutjss-281	57	20	gained	gain	VERB
esutjss-281	57	21	traction	traction	NOUN
esutjss-281	57	22	and	and	CCONJ
esutjss-281	57	23	consumers	consumer	NOUN
esutjss-281	57	24	have	have	VERB
esutjss-281	57	25	more	more	ADJ
esutjss-281	57	26	methods	method	NOUN
esutjss-281	57	27	at	at	ADP
esutjss-281	57	28	their	their	PRON
esutjss-281	57	29	disposal	disposal	NOUN
esutjss-281	57	30	to	to	PART
esutjss-281	57	31	voice	voice	VERB
esutjss-281	57	32	their	their	PRON
esutjss-281	57	33	concerns	concern	NOUN
esutjss-281	57	34	.	.	PUNCT
esutjss-281	58	1	one	one	NUM
esutjss-281	58	2	significant	significant	ADJ
esutjss-281	58	3	trend	trend	NOUN
esutjss-281	58	4	is	be	AUX
esutjss-281	58	5	the	the	DET
esutjss-281	58	6	emergence	emergence	NOUN
esutjss-281	58	7	of	of	ADP
esutjss-281	58	8	complaints	complaint	NOUN
esutjss-281	58	9	stemming	stem	VERB
esutjss-281	58	10	not	not	PART
esutjss-281	58	11	only	only	ADV
esutjss-281	58	12	from	from	ADP
esutjss-281	58	13	the	the	DET
esutjss-281	58	14	bank	bank	NOUN
esutjss-281	58	15	's	's	PART
esutjss-281	58	16	operations	operation	NOUN
esutjss-281	58	17	but	but	CCONJ
esutjss-281	58	18	also	also	ADV
esutjss-281	58	19	from	from	ADP
esutjss-281	58	20	the	the	DET
esutjss-281	58	21	customers	customer	NOUN
esutjss-281	58	22	'	'	PART
esutjss-281	58	23	own	own	ADJ
esutjss-281	58	24	mistakes	mistake	NOUN
esutjss-281	58	25	(	(	PUNCT
esutjss-281	58	26	eastburn	eastburn	NOUN
esutjss-281	58	27	&	&	CCONJ
esutjss-281	58	28	boland	boland	PROPN
esutjss-281	58	29	jr	jr	PROPN
esutjss-281	58	30	,	,	PUNCT
esutjss-281	58	31	2015	2015	NUM
esutjss-281	58	32	)	)	PUNCT
esutjss-281	58	33	.	.	PUNCT
esutjss-281	59	1	misunderstandings	misunderstanding	NOUN
esutjss-281	59	2	regarding	regard	VERB
esutjss-281	59	3	bank	bank	NOUN
esutjss-281	59	4	protocols	protocol	NOUN
esutjss-281	59	5	,	,	PUNCT
esutjss-281	59	6	mismanagement	mismanagement	NOUN
esutjss-281	59	7	of	of	ADP
esutjss-281	59	8	personal	personal	ADJ
esutjss-281	59	9	finances	finance	NOUN
esutjss-281	59	10	,	,	PUNCT
esutjss-281	59	11	or	or	CCONJ
esutjss-281	59	12	failure	failure	NOUN
esutjss-281	59	13	to	to	PART
esutjss-281	59	14	read	read	VERB
esutjss-281	59	15	terms	term	NOUN
esutjss-281	59	16	and	and	CCONJ
esutjss-281	59	17	conditions	condition	NOUN
esutjss-281	59	18	can	can	AUX
esutjss-281	59	19	lead	lead	VERB
esutjss-281	59	20	customers	customer	NOUN
esutjss-281	59	21	to	to	PART
esutjss-281	59	22	blame	blame	VERB
esutjss-281	59	23	the	the	DET
esutjss-281	59	24	bank	bank	NOUN
esutjss-281	59	25	for	for	ADP
esutjss-281	59	26	inconveniences	inconvenience	NOUN
esutjss-281	59	27	that	that	PRON
esutjss-281	59	28	primarily	primarily	ADV
esutjss-281	59	29	arise	arise	VERB
esutjss-281	59	30	out	out	ADP
esutjss-281	59	31	of	of	ADP
esutjss-281	59	32	their	their	PRON
esutjss-281	59	33	own	own	ADJ
esutjss-281	59	34	actions	action	NOUN
esutjss-281	59	35	.	.	PUNCT
esutjss-281	60	1	the	the	DET
esutjss-281	60	2	trend	trend	NOUN
esutjss-281	60	3	toward	toward	ADP
esutjss-281	60	4	complaints	complaint	NOUN
esutjss-281	60	5	linked	link	VERB
esutjss-281	60	6	to	to	ADP
esutjss-281	60	7	customer	customer	NOUN
esutjss-281	60	8	mistakes	mistake	NOUN
esutjss-281	60	9	highlights	highlight	NOUN
esutjss-281	60	10	a	a	DET
esutjss-281	60	11	critical	critical	ADJ
esutjss-281	60	12	shift	shift	NOUN
esutjss-281	60	13	in	in	ADP
esutjss-281	60	14	how	how	SCONJ
esutjss-281	60	15	banks	bank	NOUN
esutjss-281	60	16	must	must	AUX
esutjss-281	60	17	approach	approach	VERB
esutjss-281	60	18	customer	customer	NOUN
esutjss-281	60	19	service	service	NOUN
esutjss-281	60	20	and	and	CCONJ
esutjss-281	60	21	complaint	complaint	NOUN
esutjss-281	60	22	resolution	resolution	NOUN
esutjss-281	60	23	.	.	PUNCT
esutjss-281	61	1	as	as	SCONJ
esutjss-281	61	2	financial	financial	ADJ
esutjss-281	61	3	services	service	NOUN
esutjss-281	61	4	rapidly	rapidly	ADV
esutjss-281	61	5	digitize	digitize	VERB
esutjss-281	61	6	,	,	PUNCT
esutjss-281	61	7	banks	bank	NOUN
esutjss-281	61	8	are	be	AUX
esutjss-281	61	9	increasingly	increasingly	ADV
esutjss-281	61	10	tasked	task	VERB
esutjss-281	61	11	with	with	ADP
esutjss-281	61	12	educating	educate	VERB
esutjss-281	61	13	their	their	PRON
esutjss-281	61	14	clientele	clientele	NOUN
esutjss-281	61	15	on	on	ADP
esutjss-281	61	16	best	good	ADJ
esutjss-281	61	17	practices	practice	NOUN
esutjss-281	61	18	and	and	CCONJ
esutjss-281	61	19	the	the	DET
esutjss-281	61	20	use	use	NOUN
esutjss-281	61	21	of	of	ADP
esutjss-281	61	22	their	their	PRON
esutjss-281	61	23	platforms	platform	NOUN
esutjss-281	61	24	(	(	PUNCT
esutjss-281	61	25	pramanik	pramanik	X
esutjss-281	61	26	et	et	PROPN
esutjss-281	61	27	al	al	PROPN
esutjss-281	61	28	.	.	PROPN
esutjss-281	61	29	,	,	PUNCT
esutjss-281	61	30	2019	2019	NUM
esutjss-281	61	31	)	)	PUNCT
esutjss-281	61	32	.	.	PUNCT
esutjss-281	62	1	this	this	PRON
esutjss-281	62	2	becomes	become	VERB
esutjss-281	62	3	particularly	particularly	ADV
esutjss-281	62	4	important	important	ADJ
esutjss-281	62	5	when	when	SCONJ
esutjss-281	62	6	customers	customer	NOUN
esutjss-281	62	7	inadvertently	inadvertently	ADV
esutjss-281	62	8	violate	violate	VERB
esutjss-281	62	9	policies	policy	NOUN
esutjss-281	62	10	or	or	CCONJ
esutjss-281	62	11	make	make	VERB
esutjss-281	62	12	errors	error	NOUN
esutjss-281	62	13	that	that	PRON
esutjss-281	62	14	result	result	VERB
esutjss-281	62	15	in	in	ADP
esutjss-281	62	16	fees	fee	NOUN
esutjss-281	62	17	or	or	CCONJ
esutjss-281	62	18	service	service	NOUN
esutjss-281	62	19	interruptions	interruption	NOUN
esutjss-281	62	20	.	.	PUNCT
esutjss-281	63	1	moreover	moreover	ADV
esutjss-281	63	2	,	,	PUNCT
esutjss-281	63	3	the	the	DET
esutjss-281	63	4	focus	focus	NOUN
esutjss-281	63	5	must	must	AUX
esutjss-281	63	6	not	not	PART
esutjss-281	63	7	only	only	ADV
esutjss-281	63	8	be	be	AUX
esutjss-281	63	9	on	on	ADP
esutjss-281	63	10	resolving	resolve	VERB
esutjss-281	63	11	these	these	DET
esutjss-281	63	12	complaints	complaint	NOUN
esutjss-281	63	13	but	but	CCONJ
esutjss-281	63	14	also	also	ADV
esutjss-281	63	15	on	on	ADP
esutjss-281	63	16	enhancing	enhance	VERB
esutjss-281	63	17	the	the	DET
esutjss-281	63	18	transparency	transparency	NOUN
esutjss-281	63	19	of	of	ADP
esutjss-281	63	20	banking	banking	NOUN
esutjss-281	63	21	processes	process	NOUN
esutjss-281	63	22	and	and	CCONJ
esutjss-281	63	23	proactively	proactively	ADV
esutjss-281	63	24	equipping	equip	VERB
esutjss-281	63	25	customers	customer	NOUN
esutjss-281	63	26	with	with	ADP
esutjss-281	63	27	the	the	DET
esutjss-281	63	28	knowledge	knowledge	NOUN
esutjss-281	63	29	to	to	PART
esutjss-281	63	30	prevent	prevent	VERB
esutjss-281	63	31	their	their	PRON
esutjss-281	63	32	own	own	ADJ
esutjss-281	63	33	mistakes	mistake	NOUN
esutjss-281	63	34	(	(	PUNCT
esutjss-281	63	35	adesina	adesina	NOUN
esutjss-281	63	36	et	et	PROPN
esutjss-281	63	37	al	al	PROPN
esutjss-281	63	38	.	.	PROPN
esutjss-281	63	39	,	,	PUNCT
esutjss-281	63	40	2024	2024	NUM
esutjss-281	63	41	)	)	PUNCT
esutjss-281	63	42	.	.	PUNCT
esutjss-281	64	1	ultimately	ultimately	ADV
esutjss-281	64	2	,	,	PUNCT
esutjss-281	64	3	the	the	DET
esutjss-281	64	4	handling	handling	NOUN
esutjss-281	64	5	of	of	ADP
esutjss-281	64	6	complaints	complaint	NOUN
esutjss-281	64	7	related	relate	VERB
esutjss-281	64	8	to	to	ADP
esutjss-281	64	9	customer	customer	NOUN
esutjss-281	64	10	errors	error	NOUN
esutjss-281	64	11	can	can	AUX
esutjss-281	64	12	serve	serve	VERB
esutjss-281	64	13	as	as	ADP
esutjss-281	64	14	both	both	CCONJ
esutjss-281	64	15	a	a	DET
esutjss-281	64	16	challenge	challenge	NOUN
esutjss-281	64	17	and	and	CCONJ
esutjss-281	64	18	an	an	DET
esutjss-281	64	19	opportunity	opportunity	NOUN
esutjss-281	64	20	for	for	SCONJ
esutjss-281	64	21	banks	bank	NOUN
esutjss-281	64	22	to	to	PART
esutjss-281	64	23	strengthen	strengthen	VERB
esutjss-281	64	24	relationships	relationship	NOUN
esutjss-281	64	25	and	and	CCONJ
esutjss-281	64	26	build	build	VERB
esutjss-281	64	27	trust	trust	NOUN
esutjss-281	64	28	with	with	ADP
esutjss-281	64	29	their	their	PRON
esutjss-281	64	30	clients	client	NOUN
esutjss-281	64	31	.	.	PUNCT
esutjss-281	65	1	the	the	DET
esutjss-281	65	2	concept	concept	NOUN
esutjss-281	65	3	of	of	ADP
esutjss-281	65	4	customer	customer	NOUN
esutjss-281	65	5	complaints	complaint	NOUN
esutjss-281	65	6	in	in	ADP
esutjss-281	65	7	the	the	DET
esutjss-281	65	8	banking	banking	NOUN
esutjss-281	65	9	sector	sector	NOUN
esutjss-281	65	10	is	be	AUX
esutjss-281	65	11	a	a	DET
esutjss-281	65	12	multifaceted	multifaceted	ADJ
esutjss-281	65	13	issue	issue	NOUN
esutjss-281	65	14	that	that	PRON
esutjss-281	65	15	plays	play	VERB
esutjss-281	65	16	a	a	DET
esutjss-281	65	17	crucial	crucial	ADJ
esutjss-281	65	18	role	role	NOUN
esutjss-281	65	19	in	in	ADP
esutjss-281	65	20	shaping	shape	VERB
esutjss-281	65	21	the	the	DET
esutjss-281	65	22	relationships	relationship	NOUN
esutjss-281	65	23	between	between	ADP
esutjss-281	65	24	financial	financial	ADJ
esutjss-281	65	25	institutions	institution	NOUN
esutjss-281	65	26	and	and	CCONJ
esutjss-281	65	27	their	their	PRON
esutjss-281	65	28	clients	client	NOUN
esutjss-281	65	29	(	(	PUNCT
esutjss-281	65	30	radha	radha	PROPN
esutjss-281	65	31	&	&	CCONJ
esutjss-281	65	32	aithal	aithal	PROPN
esutjss-281	65	33	,	,	PUNCT
esutjss-281	65	34	2023	2023	NUM
esutjss-281	65	35	)	)	PUNCT
esutjss-281	65	36	.	.	PUNCT
esutjss-281	66	1	at	at	ADP
esutjss-281	66	2	its	its	PRON
esutjss-281	66	3	core	core	NOUN
esutjss-281	66	4	,	,	PUNCT
esutjss-281	66	5	a	a	DET
esutjss-281	66	6	customer	customer	NOUN
esutjss-281	66	7	complaint	complaint	NOUN
esutjss-281	66	8	arises	arise	VERB
esutjss-281	66	9	when	when	SCONJ
esutjss-281	66	10	a	a	DET
esutjss-281	66	11	client	client	NOUN
esutjss-281	66	12	expresses	express	VERB
esutjss-281	66	13	dissatisfaction	dissatisfaction	NOUN
esutjss-281	66	14	with	with	ADP
esutjss-281	66	15	a	a	DET
esutjss-281	66	16	product	product	NOUN
esutjss-281	66	17	,	,	PUNCT
esutjss-281	66	18	service	service	NOUN
esutjss-281	66	19	,	,	PUNCT
esutjss-281	66	20	or	or	CCONJ
esutjss-281	66	21	interaction	interaction	NOUN
esutjss-281	66	22	with	with	ADP
esutjss-281	66	23	the	the	DET
esutjss-281	66	24	bank	bank	NOUN
esutjss-281	66	25	.	.	PUNCT
esutjss-281	67	1	this	this	DET
esutjss-281	67	2	dissatisfaction	dissatisfaction	NOUN
esutjss-281	67	3	can	can	AUX
esutjss-281	67	4	204	204	NUM
esutjss-281	67	5	stem	stem	VERB
esutjss-281	67	6	from	from	ADP
esutjss-281	67	7	various	various	ADJ
esutjss-281	67	8	factors	factor	NOUN
esutjss-281	67	9	,	,	PUNCT
esutjss-281	67	10	including	include	VERB
esutjss-281	67	11	service	service	NOUN
esutjss-281	67	12	delays	delay	NOUN
esutjss-281	67	13	,	,	PUNCT
esutjss-281	67	14	errors	error	NOUN
esutjss-281	67	15	in	in	ADP
esutjss-281	67	16	transactions	transaction	NOUN
esutjss-281	67	17	,	,	PUNCT
esutjss-281	67	18	lack	lack	NOUN
esutjss-281	67	19	of	of	ADP
esutjss-281	67	20	transparency	transparency	NOUN
esutjss-281	67	21	,	,	PUNCT
esutjss-281	67	22	or	or	CCONJ
esutjss-281	67	23	inadequate	inadequate	ADJ
esutjss-281	67	24	responses	response	NOUN
esutjss-281	67	25	to	to	ADP
esutjss-281	67	26	inquiries	inquiry	NOUN
esutjss-281	67	27	.	.	PUNCT
esutjss-281	68	1	given	give	VERB
esutjss-281	68	2	the	the	DET
esutjss-281	68	3	highly	highly	ADV
esutjss-281	68	4	competitive	competitive	ADJ
esutjss-281	68	5	nature	nature	NOUN
esutjss-281	68	6	of	of	ADP
esutjss-281	68	7	the	the	DET
esutjss-281	68	8	banking	banking	NOUN
esutjss-281	68	9	industry	industry	NOUN
esutjss-281	68	10	,	,	PUNCT
esutjss-281	68	11	where	where	SCONJ
esutjss-281	68	12	customer	customer	NOUN
esutjss-281	68	13	loyalty	loyalty	NOUN
esutjss-281	68	14	is	be	AUX
esutjss-281	68	15	paramount	paramount	ADJ
esutjss-281	68	16	,	,	PUNCT
esutjss-281	68	17	handling	handle	VERB
esutjss-281	68	18	complaints	complaint	NOUN
esutjss-281	68	19	effectively	effectively	ADV
esutjss-281	68	20	is	be	AUX
esutjss-281	68	21	essential	essential	ADJ
esutjss-281	68	22	not	not	PART
esutjss-281	68	23	only	only	ADV
esutjss-281	68	24	for	for	ADP
esutjss-281	68	25	retaining	retain	VERB
esutjss-281	68	26	clients	client	NOUN
esutjss-281	68	27	but	but	CCONJ
esutjss-281	68	28	also	also	ADV
esutjss-281	68	29	for	for	ADP
esutjss-281	68	30	enhancing	enhance	VERB
esutjss-281	68	31	the	the	DET
esutjss-281	68	32	overall	overall	ADJ
esutjss-281	68	33	reputation	reputation	NOUN
esutjss-281	68	34	of	of	ADP
esutjss-281	68	35	the	the	DET
esutjss-281	68	36	institution	institution	NOUN
esutjss-281	68	37	(	(	PUNCT
esutjss-281	68	38	amegbe	amegbe	NOUN
esutjss-281	68	39	&	&	CCONJ
esutjss-281	68	40	osakwe	osakwe	ADJ
esutjss-281	68	41	,	,	PUNCT
esutjss-281	68	42	2018b	2018b	NUM
esutjss-281	68	43	)	)	PUNCT
esutjss-281	68	44	.	.	PUNCT
esutjss-281	69	1	in	in	ADP
esutjss-281	69	2	an	an	DET
esutjss-281	69	3	era	era	NOUN
esutjss-281	69	4	where	where	SCONJ
esutjss-281	69	5	banking	banking	NOUN
esutjss-281	69	6	services	service	NOUN
esutjss-281	69	7	have	have	AUX
esutjss-281	69	8	become	become	AUX
esutjss-281	69	9	increasingly	increasingly	ADV
esutjss-281	69	10	digitized	digitize	VERB
esutjss-281	69	11	,	,	PUNCT
esutjss-281	69	12	customers	customer	NOUN
esutjss-281	69	13	expect	expect	VERB
esutjss-281	69	14	seamless	seamless	ADJ
esutjss-281	69	15	and	and	CCONJ
esutjss-281	69	16	efficient	efficient	ADJ
esutjss-281	69	17	experiences	experience	NOUN
esutjss-281	69	18	(	(	PUNCT
esutjss-281	69	19	borges	borge	NOUN
esutjss-281	69	20	et	et	NOUN
esutjss-281	69	21	al	al	PROPN
esutjss-281	69	22	.	.	PROPN
esutjss-281	69	23	,	,	PUNCT
esutjss-281	69	24	2020	2020	NUM
esutjss-281	69	25	)	)	PUNCT
esutjss-281	69	26	.	.	PUNCT
esutjss-281	70	1	when	when	SCONJ
esutjss-281	70	2	these	these	DET
esutjss-281	70	3	expectations	expectation	NOUN
esutjss-281	70	4	are	be	AUX
esutjss-281	70	5	not	not	PART
esutjss-281	70	6	met	meet	VERB
esutjss-281	70	7	,	,	PUNCT
esutjss-281	70	8	complaints	complaint	NOUN
esutjss-281	70	9	serve	serve	VERB
esutjss-281	70	10	as	as	ADP
esutjss-281	70	11	a	a	DET
esutjss-281	70	12	vital	vital	ADJ
esutjss-281	70	13	feedback	feedback	NOUN
esutjss-281	70	14	mechanism	mechanism	NOUN
esutjss-281	70	15	for	for	ADP
esutjss-281	70	16	the	the	DET
esutjss-281	70	17	bank	bank	NOUN
esutjss-281	70	18	.	.	PUNCT
esutjss-281	71	1	complaints	complaint	NOUN
esutjss-281	71	2	can	can	AUX
esutjss-281	71	3	illuminate	illuminate	VERB
esutjss-281	71	4	systemic	systemic	ADJ
esutjss-281	71	5	issues	issue	NOUN
esutjss-281	71	6	within	within	ADP
esutjss-281	71	7	the	the	DET
esutjss-281	71	8	organization	organization	NOUN
esutjss-281	71	9	,	,	PUNCT
esutjss-281	71	10	such	such	ADJ
esutjss-281	71	11	as	as	ADP
esutjss-281	71	12	flaws	flaw	NOUN
esutjss-281	71	13	in	in	ADP
esutjss-281	71	14	customer	customer	NOUN
esutjss-281	71	15	service	service	NOUN
esutjss-281	71	16	processes	process	NOUN
esutjss-281	71	17	or	or	CCONJ
esutjss-281	71	18	technological	technological	ADJ
esutjss-281	71	19	deficiencies	deficiency	NOUN
esutjss-281	71	20	.	.	PUNCT
esutjss-281	72	1	by	by	ADP
esutjss-281	72	2	systematically	systematically	ADV
esutjss-281	72	3	analysing	analyse	VERB
esutjss-281	72	4	these	these	DET
esutjss-281	72	5	complaints	complaint	NOUN
esutjss-281	72	6	,	,	PUNCT
esutjss-281	72	7	banks	bank	NOUN
esutjss-281	72	8	can	can	AUX
esutjss-281	72	9	identify	identify	VERB
esutjss-281	72	10	trends	trend	NOUN
esutjss-281	72	11	,	,	PUNCT
esutjss-281	72	12	allowing	allow	VERB
esutjss-281	72	13	them	they	PRON
esutjss-281	72	14	to	to	PART
esutjss-281	72	15	implement	implement	VERB
esutjss-281	72	16	necessary	necessary	ADJ
esutjss-281	72	17	changes	change	NOUN
esutjss-281	72	18	and	and	CCONJ
esutjss-281	72	19	improvements	improvement	NOUN
esutjss-281	72	20	(	(	PUNCT
esutjss-281	72	21	danese	danese	PROPN
esutjss-281	72	22	et	et	PROPN
esutjss-281	72	23	al	al	PROPN
esutjss-281	72	24	.	.	PROPN
esutjss-281	72	25	,	,	PUNCT
esutjss-281	72	26	2018	2018	NUM
esutjss-281	72	27	)	)	PUNCT
esutjss-281	72	28	.	.	PUNCT
esutjss-281	73	1	this	this	DET
esutjss-281	73	2	iterative	iterative	NOUN
esutjss-281	73	3	process	process	NOUN
esutjss-281	73	4	contributes	contribute	VERB
esutjss-281	73	5	to	to	ADP
esutjss-281	73	6	enhanced	enhance	VERB
esutjss-281	73	7	customer	customer	NOUN
esutjss-281	73	8	satisfaction	satisfaction	NOUN
esutjss-281	73	9	and	and	CCONJ
esutjss-281	73	10	fosters	foster	VERB
esutjss-281	73	11	a	a	DET
esutjss-281	73	12	culture	culture	NOUN
esutjss-281	73	13	of	of	ADP
esutjss-281	73	14	continuous	continuous	ADJ
esutjss-281	73	15	improvement	improvement	NOUN
esutjss-281	73	16	within	within	ADP
esutjss-281	73	17	the	the	DET
esutjss-281	73	18	financial	financial	ADJ
esutjss-281	73	19	institution	institution	NOUN
esutjss-281	73	20	.	.	PUNCT
esutjss-281	74	1	moreover	moreover	ADV
esutjss-281	74	2	,	,	PUNCT
esutjss-281	74	3	the	the	DET
esutjss-281	74	4	management	management	NOUN
esutjss-281	74	5	of	of	ADP
esutjss-281	74	6	customer	customer	NOUN
esutjss-281	74	7	complaints	complaint	NOUN
esutjss-281	74	8	is	be	AUX
esutjss-281	74	9	not	not	PART
esutjss-281	74	10	solely	solely	ADV
esutjss-281	74	11	about	about	ADP
esutjss-281	74	12	rectifying	rectify	VERB
esutjss-281	74	13	specific	specific	ADJ
esutjss-281	74	14	issues	issue	NOUN
esutjss-281	74	15	;	;	PUNCT
esutjss-281	74	16	it	it	PRON
esutjss-281	74	17	also	also	ADV
esutjss-281	74	18	reflects	reflect	VERB
esutjss-281	74	19	the	the	DET
esutjss-281	74	20	bank	bank	NOUN
esutjss-281	74	21	's	's	PART
esutjss-281	74	22	overall	overall	ADJ
esutjss-281	74	23	customer	customer	NOUN
esutjss-281	74	24	service	service	NOUN
esutjss-281	74	25	philosophy	philosophy	NOUN
esutjss-281	74	26	.	.	PUNCT
esutjss-281	75	1	a	a	DET
esutjss-281	75	2	bank	bank	NOUN
esutjss-281	75	3	that	that	PRON
esutjss-281	75	4	prioritizes	prioritize	VERB
esutjss-281	75	5	complaint	complaint	NOUN
esutjss-281	75	6	resolution	resolution	NOUN
esutjss-281	75	7	often	often	ADV
esutjss-281	75	8	cultivates	cultivate	VERB
esutjss-281	75	9	a	a	DET
esutjss-281	75	10	relationship	relationship	NOUN
esutjss-281	75	11	of	of	ADP
esutjss-281	75	12	trust	trust	NOUN
esutjss-281	75	13	with	with	ADP
esutjss-281	75	14	its	its	PRON
esutjss-281	75	15	clients	client	NOUN
esutjss-281	75	16	(	(	PUNCT
esutjss-281	75	17	arshad	arshad	PROPN
esutjss-281	75	18	&	&	CCONJ
esutjss-281	75	19	haroon	haroon	PROPN
esutjss-281	75	20	,	,	PUNCT
esutjss-281	75	21	2023	2023	NUM
esutjss-281	75	22	)	)	PUNCT
esutjss-281	75	23	.	.	PUNCT
esutjss-281	76	1	a	a	DET
esutjss-281	76	2	prompt	prompt	ADJ
esutjss-281	76	3	and	and	CCONJ
esutjss-281	76	4	effective	effective	ADJ
esutjss-281	76	5	response	response	NOUN
esutjss-281	76	6	to	to	ADP
esutjss-281	76	7	a	a	DET
esutjss-281	76	8	complaint	complaint	NOUN
esutjss-281	76	9	can	can	AUX
esutjss-281	76	10	transform	transform	VERB
esutjss-281	76	11	a	a	DET
esutjss-281	76	12	potentially	potentially	ADV
esutjss-281	76	13	negative	negative	ADJ
esutjss-281	76	14	experience	experience	NOUN
esutjss-281	76	15	into	into	ADP
esutjss-281	76	16	a	a	DET
esutjss-281	76	17	positive	positive	ADJ
esutjss-281	76	18	one	one	NOUN
esutjss-281	76	19	,	,	PUNCT
esutjss-281	76	20	reinforcing	reinforce	VERB
esutjss-281	76	21	the	the	DET
esutjss-281	76	22	customer	customer	NOUN
esutjss-281	76	23	's	's	PART
esutjss-281	76	24	loyalty	loyalty	NOUN
esutjss-281	76	25	.	.	PUNCT
esutjss-281	77	1	conversely	conversely	ADV
esutjss-281	77	2	,	,	PUNCT
esutjss-281	77	3	a	a	DET
esutjss-281	77	4	poor	poor	ADJ
esutjss-281	77	5	response	response	NOUN
esutjss-281	77	6	can	can	AUX
esutjss-281	77	7	lead	lead	VERB
esutjss-281	77	8	to	to	ADP
esutjss-281	77	9	irreversible	irreversible	ADJ
esutjss-281	77	10	damage	damage	NOUN
esutjss-281	77	11	,	,	PUNCT
esutjss-281	77	12	including	include	VERB
esutjss-281	77	13	negative	negative	ADJ
esutjss-281	77	14	word	word	NOUN
esutjss-281	77	15	-	-	PUNCT
esutjss-281	77	16	of	of	ADP
esutjss-281	77	17	-	-	PUNCT
esutjss-281	77	18	mouth	mouth	NOUN
esutjss-281	77	19	and	and	CCONJ
esutjss-281	77	20	loss	loss	NOUN
esutjss-281	77	21	of	of	ADP
esutjss-281	77	22	business	business	NOUN
esutjss-281	77	23	.	.	PUNCT
esutjss-281	78	1	thus	thus	ADV
esutjss-281	78	2	,	,	PUNCT
esutjss-281	78	3	cultivating	cultivate	VERB
esutjss-281	78	4	a	a	DET
esutjss-281	78	5	robust	robust	ADJ
esutjss-281	78	6	complaint	complaint	NOUN
esutjss-281	78	7	management	management	NOUN
esutjss-281	78	8	system	system	NOUN
esutjss-281	78	9	becomes	become	VERB
esutjss-281	78	10	paramount	paramount	ADJ
esutjss-281	78	11	for	for	ADP
esutjss-281	78	12	banks	bank	NOUN
esutjss-281	78	13	that	that	PRON
esutjss-281	78	14	wish	wish	VERB
esutjss-281	78	15	to	to	PART
esutjss-281	78	16	thrive	thrive	VERB
esutjss-281	78	17	in	in	ADP
esutjss-281	78	18	a	a	DET
esutjss-281	78	19	competitive	competitive	ADJ
esutjss-281	78	20	landscape	landscape	NOUN
esutjss-281	78	21	.	.	PUNCT
esutjss-281	79	1	in	in	ADP
esutjss-281	79	2	contemporary	contemporary	ADJ
esutjss-281	79	3	banking	banking	NOUN
esutjss-281	79	4	,	,	PUNCT
esutjss-281	79	5	the	the	DET
esutjss-281	79	6	integration	integration	NOUN
esutjss-281	79	7	of	of	ADP
esutjss-281	79	8	technology	technology	NOUN
esutjss-281	79	9	into	into	ADP
esutjss-281	79	10	complaint	complaint	NOUN
esutjss-281	79	11	management	management	NOUN
esutjss-281	79	12	processes	process	NOUN
esutjss-281	79	13	has	have	AUX
esutjss-281	79	14	transformed	transform	VERB
esutjss-281	79	15	how	how	SCONJ
esutjss-281	79	16	banks	bank	NOUN
esutjss-281	79	17	interact	interact	VERB
esutjss-281	79	18	with	with	ADP
esutjss-281	79	19	customers	customer	NOUN
esutjss-281	79	20	(	(	PUNCT
esutjss-281	79	21	naimi	naimi	NOUN
esutjss-281	79	22	-	-	PUNCT
esutjss-281	79	23	sadigh	sadigh	NOUN
esutjss-281	79	24	et	et	PROPN
esutjss-281	79	25	al	al	PROPN
esutjss-281	79	26	.	.	PROPN
esutjss-281	79	27	,	,	PUNCT
esutjss-281	79	28	2022	2022	NUM
esutjss-281	79	29	)	)	PUNCT
esutjss-281	79	30	.	.	PUNCT
esutjss-281	80	1	from	from	ADP
esutjss-281	80	2	online	online	ADJ
esutjss-281	80	3	chat	chat	PROPN
esutjss-281	80	4	support	support	NOUN
esutjss-281	80	5	to	to	ADP
esutjss-281	80	6	automated	automate	VERB
esutjss-281	80	7	complaint	complaint	NOUN
esutjss-281	80	8	tracking	tracking	NOUN
esutjss-281	80	9	systems	system	NOUN
esutjss-281	80	10	,	,	PUNCT
esutjss-281	80	11	technology	technology	NOUN
esutjss-281	80	12	enables	enable	VERB
esutjss-281	80	13	banks	bank	NOUN
esutjss-281	80	14	to	to	PART
esutjss-281	80	15	address	address	VERB
esutjss-281	80	16	issues	issue	NOUN
esutjss-281	80	17	more	more	ADV
esutjss-281	80	18	efficiently	efficiently	ADV
esutjss-281	80	19	and	and	CCONJ
esutjss-281	80	20	transparently	transparently	ADV
esutjss-281	80	21	.	.	PUNCT
esutjss-281	81	1	this	this	PRON
esutjss-281	81	2	not	not	PART
esutjss-281	81	3	only	only	ADV
esutjss-281	81	4	streamlines	streamline	VERB
esutjss-281	81	5	the	the	DET
esutjss-281	81	6	resolution	resolution	NOUN
esutjss-281	81	7	process	process	NOUN
esutjss-281	81	8	but	but	CCONJ
esutjss-281	81	9	also	also	ADV
esutjss-281	81	10	enhances	enhance	VERB
esutjss-281	81	11	customer	customer	NOUN
esutjss-281	81	12	engagement	engagement	NOUN
esutjss-281	81	13	by	by	ADP
esutjss-281	81	14	keeping	keep	VERB
esutjss-281	81	15	clients	client	NOUN
esutjss-281	81	16	informed	inform	VERB
esutjss-281	81	17	about	about	ADP
esutjss-281	81	18	the	the	DET
esutjss-281	81	19	status	status	NOUN
esutjss-281	81	20	of	of	ADP
esutjss-281	81	21	their	their	PRON
esutjss-281	81	22	complaints	complaint	NOUN
esutjss-281	81	23	.	.	PUNCT
esutjss-281	82	1	additionally	additionally	ADV
esutjss-281	82	2	,	,	PUNCT
esutjss-281	82	3	social	social	ADJ
esutjss-281	82	4	media	medium	NOUN
esutjss-281	82	5	platforms	platform	NOUN
esutjss-281	82	6	have	have	AUX
esutjss-281	82	7	become	become	VERB
esutjss-281	82	8	a	a	DET
esutjss-281	82	9	double	double	ADJ
esutjss-281	82	10	-	-	PUNCT
esutjss-281	82	11	edged	edge	VERB
esutjss-281	82	12	sword	sword	NOUN
esutjss-281	82	13	;	;	PUNCT
esutjss-281	82	14	while	while	SCONJ
esutjss-281	82	15	they	they	PRON
esutjss-281	82	16	offer	offer	VERB
esutjss-281	82	17	banks	bank	NOUN
esutjss-281	82	18	an	an	DET
esutjss-281	82	19	opportunity	opportunity	NOUN
esutjss-281	82	20	to	to	PART
esutjss-281	82	21	reach	reach	VERB
esutjss-281	82	22	customers	customer	NOUN
esutjss-281	82	23	and	and	CCONJ
esutjss-281	82	24	manage	manage	VERB
esutjss-281	82	25	their	their	PRON
esutjss-281	82	26	concerns	concern	NOUN
esutjss-281	82	27	publicly	publicly	ADV
esutjss-281	82	28	,	,	PUNCT
esutjss-281	82	29	they	they	PRON
esutjss-281	82	30	also	also	ADV
esutjss-281	82	31	expose	expose	VERB
esutjss-281	82	32	institutions	institution	NOUN
esutjss-281	82	33	to	to	ADP
esutjss-281	82	34	potential	potential	ADJ
esutjss-281	82	35	backlash	backlash	NOUN
esutjss-281	82	36	if	if	SCONJ
esutjss-281	82	37	complaints	complaint	NOUN
esutjss-281	82	38	are	be	AUX
esutjss-281	82	39	handled	handle	VERB
esutjss-281	82	40	poorly	poorly	ADV
esutjss-281	82	41	(	(	PUNCT
esutjss-281	82	42	boethius	boethius	PROPN
esutjss-281	82	43	et	et	PROPN
esutjss-281	82	44	al	al	PROPN
esutjss-281	82	45	.	.	PROPN
esutjss-281	82	46	,	,	PUNCT
esutjss-281	82	47	2023	2023	NUM
esutjss-281	82	48	)	)	PUNCT
esutjss-281	82	49	.	.	PUNCT
esutjss-281	83	1	regulatory	regulatory	ADJ
esutjss-281	83	2	bodies	body	NOUN
esutjss-281	83	3	often	often	ADV
esutjss-281	83	4	require	require	VERB
esutjss-281	83	5	banks	bank	NOUN
esutjss-281	83	6	to	to	PART
esutjss-281	83	7	have	have	AUX
esutjss-281	83	8	clearly	clearly	ADV
esutjss-281	83	9	defined	define	VERB
esutjss-281	83	10	complaint	complaint	NOUN
esutjss-281	83	11	handling	handling	NOUN
esutjss-281	83	12	processes	process	NOUN
esutjss-281	83	13	in	in	ADP
esutjss-281	83	14	place	place	NOUN
esutjss-281	83	15	,	,	PUNCT
esutjss-281	83	16	complete	complete	ADJ
esutjss-281	83	17	with	with	ADP
esutjss-281	83	18	timelines	timeline	NOUN
esutjss-281	83	19	for	for	ADP
esutjss-281	83	20	resolution	resolution	NOUN
esutjss-281	83	21	and	and	CCONJ
esutjss-281	83	22	robust	robust	ADJ
esutjss-281	83	23	reporting	reporting	NOUN
esutjss-281	83	24	mechanisms	mechanism	NOUN
esutjss-281	83	25	(	(	PUNCT
esutjss-281	83	26	gordon	gordon	PROPN
esutjss-281	83	27	&	&	CCONJ
esutjss-281	83	28	ringe	ringe	PROPN
esutjss-281	83	29	,	,	PUNCT
esutjss-281	83	30	2015	2015	NUM
esutjss-281	83	31	)	)	PUNCT
esutjss-281	83	32	.	.	PUNCT
esutjss-281	84	1	compliance	compliance	NOUN
esutjss-281	84	2	with	with	ADP
esutjss-281	84	3	these	these	DET
esutjss-281	84	4	regulations	regulation	NOUN
esutjss-281	84	5	not	not	PART
esutjss-281	84	6	only	only	ADV
esutjss-281	84	7	protects	protect	VERB
esutjss-281	84	8	customers	customer	NOUN
esutjss-281	84	9	but	but	CCONJ
esutjss-281	84	10	also	also	ADV
esutjss-281	84	11	minimizes	minimize	VERB
esutjss-281	84	12	the	the	DET
esutjss-281	84	13	risk	risk	NOUN
esutjss-281	84	14	of	of	ADP
esutjss-281	84	15	legal	legal	ADJ
esutjss-281	84	16	repercussions	repercussion	NOUN
esutjss-281	84	17	for	for	ADP
esutjss-281	84	18	the	the	DET
esutjss-281	84	19	bank	bank	NOUN
esutjss-281	84	20	.	.	PUNCT
esutjss-281	85	1	in	in	ADP
esutjss-281	85	2	this	this	DET
esutjss-281	85	3	context	context	NOUN
esutjss-281	85	4	,	,	PUNCT
esutjss-281	85	5	customer	customer	NOUN
esutjss-281	85	6	feedback	feedback	NOUN
esutjss-281	85	7	becomes	become	VERB
esutjss-281	85	8	an	an	DET
esutjss-281	85	9	invaluable	invaluable	ADJ
esutjss-281	85	10	tool	tool	NOUN
esutjss-281	85	11	for	for	ADP
esutjss-281	85	12	regulatory	regulatory	ADJ
esutjss-281	85	13	compliance	compliance	NOUN
esutjss-281	85	14	,	,	PUNCT
esutjss-281	85	15	helping	help	VERB
esutjss-281	85	16	banks	bank	NOUN
esutjss-281	85	17	ensure	ensure	VERB
esutjss-281	85	18	that	that	SCONJ
esutjss-281	85	19	they	they	PRON
esutjss-281	85	20	meet	meet	VERB
esutjss-281	85	21	not	not	PART
esutjss-281	85	22	only	only	ADV
esutjss-281	85	23	customer	customer	NOUN
esutjss-281	85	24	expectations	expectation	NOUN
esutjss-281	85	25	but	but	CCONJ
esutjss-281	85	26	also	also	ADV
esutjss-281	85	27	statutory	statutory	ADJ
esutjss-281	85	28	obligations	obligation	NOUN
esutjss-281	85	29	.	.	PUNCT
esutjss-281	86	1	ultimately	ultimately	ADV
esutjss-281	86	2	,	,	PUNCT
esutjss-281	86	3	the	the	DET
esutjss-281	86	4	concept	concept	NOUN
esutjss-281	86	5	of	of	ADP
esutjss-281	86	6	customer	customer	NOUN
esutjss-281	86	7	complaint	complaint	NOUN
esutjss-281	86	8	in	in	ADP
esutjss-281	86	9	the	the	DET
esutjss-281	86	10	banking	banking	NOUN
esutjss-281	86	11	sector	sector	NOUN
esutjss-281	86	12	transcends	transcend	VERB
esutjss-281	86	13	mere	mere	ADJ
esutjss-281	86	14	dissatisfaction	dissatisfaction	NOUN
esutjss-281	86	15	;	;	PUNCT
esutjss-281	86	16	it	it	PRON
esutjss-281	86	17	is	be	AUX
esutjss-281	86	18	a	a	DET
esutjss-281	86	19	critical	critical	ADJ
esutjss-281	86	20	element	element	NOUN
esutjss-281	86	21	of	of	ADP
esutjss-281	86	22	relationship	relationship	NOUN
esutjss-281	86	23	management	management	NOUN
esutjss-281	86	24	and	and	CCONJ
esutjss-281	86	25	strategic	strategic	ADJ
esutjss-281	86	26	business	business	NOUN
esutjss-281	86	27	operations	operation	NOUN
esutjss-281	86	28	.	.	PUNCT
esutjss-281	87	1	banks	bank	NOUN
esutjss-281	87	2	that	that	PRON
esutjss-281	87	3	recognize	recognize	VERB
esutjss-281	87	4	the	the	DET
esutjss-281	87	5	value	value	NOUN
esutjss-281	87	6	of	of	ADP
esutjss-281	87	7	customer	customer	NOUN
esutjss-281	87	8	complaints	complaint	NOUN
esutjss-281	87	9	are	be	AUX
esutjss-281	87	10	better	well	ADV
esutjss-281	87	11	positioned	position	VERB
esutjss-281	87	12	to	to	PART
esutjss-281	87	13	foster	foster	ADJ
esutjss-281	87	14	loyalty	loyalty	NOUN
esutjss-281	87	15	,	,	PUNCT
esutjss-281	87	16	drive	drive	VERB
esutjss-281	87	17	positive	positive	ADJ
esutjss-281	87	18	change	change	NOUN
esutjss-281	87	19	,	,	PUNCT
esutjss-281	87	20	and	and	CCONJ
esutjss-281	87	21	maintain	maintain	VERB
esutjss-281	87	22	a	a	DET
esutjss-281	87	23	competitive	competitive	ADJ
esutjss-281	87	24	edge	edge	NOUN
esutjss-281	87	25	in	in	ADP
esutjss-281	87	26	an	an	DET
esutjss-281	87	27	ever	ever	ADV
esutjss-281	87	28	-	-	PUNCT
esutjss-281	87	29	evolving	evolve	VERB
esutjss-281	87	30	marketplace	marketplace	NOUN
esutjss-281	87	31	.	.	PUNCT
esutjss-281	88	1	careful	careful	ADJ
esutjss-281	88	2	listening	listening	NOUN
esutjss-281	88	3	and	and	CCONJ
esutjss-281	88	4	responsive	responsive	ADJ
esutjss-281	88	5	action	action	NOUN
esutjss-281	88	6	transform	transform	VERB
esutjss-281	88	7	complaints	complaint	NOUN
esutjss-281	88	8	from	from	ADP
esutjss-281	88	9	potential	potential	ADJ
esutjss-281	88	10	crises	crisis	NOUN
esutjss-281	88	11	into	into	ADP
esutjss-281	88	12	opportunities	opportunity	NOUN
esutjss-281	88	13	for	for	ADP
esutjss-281	88	14	growth	growth	NOUN
esutjss-281	88	15	and	and	CCONJ
esutjss-281	88	16	innovation	innovation	NOUN
esutjss-281	88	17	,	,	PUNCT
esutjss-281	88	18	thus	thus	ADV
esutjss-281	88	19	reinforcing	reinforce	VERB
esutjss-281	88	20	the	the	DET
esutjss-281	88	21	bank	bank	NOUN
esutjss-281	88	22	’s	’s	PART
esutjss-281	88	23	commitment	commitment	NOUN
esutjss-281	88	24	to	to	ADP
esutjss-281	88	25	its	its	PRON
esutjss-281	88	26	customers	customer	NOUN
esutjss-281	88	27	while	while	SCONJ
esutjss-281	88	28	promoting	promote	VERB
esutjss-281	88	29	an	an	DET
esutjss-281	88	30	atmosphere	atmosphere	NOUN
esutjss-281	88	31	of	of	ADP
esutjss-281	88	32	trust	trust	NOUN
esutjss-281	88	33	and	and	CCONJ
esutjss-281	88	34	partnership	partnership	NOUN
esutjss-281	88	35	.	.	PUNCT
esutjss-281	89	1	attribution	attribution	NOUN
esutjss-281	89	2	theory	theory	NOUN
esutjss-281	89	3	and	and	CCONJ
esutjss-281	89	4	customers	customer	NOUN
esutjss-281	89	5	complaints	complaint	NOUN
esutjss-281	89	6	attribution	attribution	NOUN
esutjss-281	89	7	theory	theory	NOUN
esutjss-281	89	8	,	,	PUNCT
esutjss-281	89	9	primarily	primarily	ADV
esutjss-281	89	10	developed	develop	VERB
esutjss-281	89	11	by	by	ADP
esutjss-281	89	12	social	social	ADJ
esutjss-281	89	13	psychologist	psychologist	NOUN
esutjss-281	89	14	fritz	fritz	PROPN
esutjss-281	89	15	heider	heider	PROPN
esutjss-281	89	16	in	in	ADP
esutjss-281	89	17	the	the	DET
esutjss-281	89	18	1950s	1950	NOUN
esutjss-281	89	19	and	and	CCONJ
esutjss-281	89	20	later	later	ADV
esutjss-281	89	21	expanded	expand	VERB
esutjss-281	89	22	by	by	ADP
esutjss-281	89	23	harold	harold	PROPN
esutjss-281	89	24	kelley	kelley	PROPN
esutjss-281	89	25	and	and	CCONJ
esutjss-281	89	26	bernard	bernard	PROPN
esutjss-281	89	27	weiner	weiner	NOUN
esutjss-281	89	28	,	,	PUNCT
esutjss-281	89	29	focuses	focus	VERB
esutjss-281	89	30	on	on	ADP
esutjss-281	89	31	how	how	SCONJ
esutjss-281	89	32	individuals	individual	NOUN
esutjss-281	89	33	interpret	interpret	VERB
esutjss-281	89	34	205	205	NUM
esutjss-281	89	35	and	and	CCONJ
esutjss-281	89	36	explain	explain	VERB
esutjss-281	89	37	the	the	DET
esutjss-281	89	38	causes	cause	NOUN
esutjss-281	89	39	of	of	ADP
esutjss-281	89	40	behaviour	behaviour	NOUN
esutjss-281	89	41	and	and	CCONJ
esutjss-281	89	42	events	event	NOUN
esutjss-281	89	43	in	in	ADP
esutjss-281	89	44	their	their	PRON
esutjss-281	89	45	lives	life	NOUN
esutjss-281	89	46	(	(	PUNCT
esutjss-281	89	47	weiner	weiner	NOUN
esutjss-281	89	48	,	,	PUNCT
esutjss-281	89	49	1985	1985	NUM
esutjss-281	89	50	,	,	PUNCT
esutjss-281	89	51	2014	2014	NUM
esutjss-281	89	52	)	)	PUNCT
esutjss-281	89	53	.	.	PUNCT
esutjss-281	90	1	the	the	DET
esutjss-281	90	2	theory	theory	NOUN
esutjss-281	90	3	posits	posit	NOUN
esutjss-281	90	4	that	that	PRON
esutjss-281	90	5	people	people	NOUN
esutjss-281	90	6	tend	tend	VERB
esutjss-281	90	7	to	to	PART
esutjss-281	90	8	attribute	attribute	VERB
esutjss-281	90	9	outcomes	outcome	NOUN
esutjss-281	90	10	to	to	ADP
esutjss-281	90	11	either	either	CCONJ
esutjss-281	90	12	internal	internal	ADJ
esutjss-281	90	13	factors	factor	NOUN
esutjss-281	90	14	(	(	PUNCT
esutjss-281	90	15	such	such	ADJ
esutjss-281	90	16	as	as	ADP
esutjss-281	90	17	personal	personal	ADJ
esutjss-281	90	18	traits	trait	NOUN
esutjss-281	90	19	,	,	PUNCT
esutjss-281	90	20	efforts	effort	NOUN
esutjss-281	90	21	,	,	PUNCT
esutjss-281	90	22	or	or	CCONJ
esutjss-281	90	23	decisions	decision	NOUN
esutjss-281	90	24	)	)	PUNCT
esutjss-281	90	25	or	or	CCONJ
esutjss-281	90	26	external	external	ADJ
esutjss-281	90	27	factors	factor	NOUN
esutjss-281	90	28	(	(	PUNCT
esutjss-281	90	29	such	such	ADJ
esutjss-281	90	30	as	as	ADP
esutjss-281	90	31	situational	situational	ADJ
esutjss-281	90	32	influences	influence	NOUN
esutjss-281	90	33	or	or	CCONJ
esutjss-281	90	34	luck	luck	NOUN
esutjss-281	90	35	)	)	PUNCT
esutjss-281	90	36	.	.	PUNCT
esutjss-281	91	1	heider	heider	NOUN
esutjss-281	91	2	introduced	introduce	VERB
esutjss-281	91	3	the	the	DET
esutjss-281	91	4	idea	idea	NOUN
esutjss-281	91	5	of	of	ADP
esutjss-281	91	6	"	"	PUNCT
esutjss-281	91	7	naïve	naïve	ADJ
esutjss-281	91	8	psychology	psychology	NOUN
esutjss-281	91	9	,	,	PUNCT
esutjss-281	91	10	"	"	PUNCT
esutjss-281	91	11	suggesting	suggest	VERB
esutjss-281	91	12	that	that	SCONJ
esutjss-281	91	13	individuals	individual	NOUN
esutjss-281	91	14	are	be	AUX
esutjss-281	91	15	like	like	ADP
esutjss-281	91	16	amateur	amateur	ADJ
esutjss-281	91	17	scientists	scientist	NOUN
esutjss-281	91	18	,	,	PUNCT
esutjss-281	91	19	constantly	constantly	ADV
esutjss-281	91	20	forming	form	VERB
esutjss-281	91	21	causal	causal	ADJ
esutjss-281	91	22	explanations	explanation	NOUN
esutjss-281	91	23	for	for	ADP
esutjss-281	91	24	their	their	PRON
esutjss-281	91	25	experiences	experience	NOUN
esutjss-281	91	26	(	(	PUNCT
esutjss-281	91	27	sahar	sahar	PROPN
esutjss-281	91	28	,	,	PUNCT
esutjss-281	91	29	2023	2023	NUM
esutjss-281	91	30	)	)	PUNCT
esutjss-281	91	31	.	.	PUNCT
esutjss-281	92	1	this	this	DET
esutjss-281	92	2	framework	framework	NOUN
esutjss-281	92	3	has	have	AUX
esutjss-281	92	4	since	since	ADV
esutjss-281	92	5	been	be	AUX
esutjss-281	92	6	applied	apply	VERB
esutjss-281	92	7	across	across	ADP
esutjss-281	92	8	various	various	ADJ
esutjss-281	92	9	fields	field	NOUN
esutjss-281	92	10	,	,	PUNCT
esutjss-281	92	11	including	include	VERB
esutjss-281	92	12	psychology	psychology	NOUN
esutjss-281	92	13	,	,	PUNCT
esutjss-281	92	14	education	education	NOUN
esutjss-281	92	15	,	,	PUNCT
esutjss-281	92	16	and	and	CCONJ
esutjss-281	92	17	business	business	NOUN
esutjss-281	92	18	,	,	PUNCT
esutjss-281	92	19	helping	help	VERB
esutjss-281	92	20	to	to	PART
esutjss-281	92	21	illuminate	illuminate	VERB
esutjss-281	92	22	how	how	SCONJ
esutjss-281	92	23	perceptions	perception	NOUN
esutjss-281	92	24	of	of	ADP
esutjss-281	92	25	responsibility	responsibility	NOUN
esutjss-281	92	26	and	and	CCONJ
esutjss-281	92	27	causality	causality	NOUN
esutjss-281	92	28	can	can	AUX
esutjss-281	92	29	influence	influence	VERB
esutjss-281	92	30	behaviours	behaviour	NOUN
esutjss-281	92	31	,	,	PUNCT
esutjss-281	92	32	motivations	motivation	NOUN
esutjss-281	92	33	,	,	PUNCT
esutjss-281	92	34	and	and	CCONJ
esutjss-281	92	35	emotional	emotional	ADJ
esutjss-281	92	36	responses	response	NOUN
esutjss-281	92	37	in	in	ADP
esutjss-281	92	38	different	different	ADJ
esutjss-281	92	39	contexts	context	NOUN
esutjss-281	92	40	.	.	PUNCT
esutjss-281	93	1	attribution	attribution	NOUN
esutjss-281	93	2	theory	theory	NOUN
esutjss-281	93	3	provides	provide	VERB
esutjss-281	93	4	a	a	DET
esutjss-281	93	5	framework	framework	NOUN
esutjss-281	93	6	for	for	ADP
esutjss-281	93	7	understanding	understand	VERB
esutjss-281	93	8	how	how	SCONJ
esutjss-281	93	9	individuals	individual	NOUN
esutjss-281	93	10	interpret	interpret	VERB
esutjss-281	93	11	and	and	CCONJ
esutjss-281	93	12	explain	explain	VERB
esutjss-281	93	13	their	their	PRON
esutjss-281	93	14	experiences	experience	NOUN
esutjss-281	93	15	,	,	PUNCT
esutjss-281	93	16	particularly	particularly	ADV
esutjss-281	93	17	in	in	ADP
esutjss-281	93	18	terms	term	NOUN
esutjss-281	93	19	of	of	ADP
esutjss-281	93	20	the	the	DET
esutjss-281	93	21	causes	cause	NOUN
esutjss-281	93	22	behind	behind	ADP
esutjss-281	93	23	certain	certain	ADJ
esutjss-281	93	24	events	event	NOUN
esutjss-281	93	25	or	or	CCONJ
esutjss-281	93	26	behaviours	behaviour	NOUN
esutjss-281	93	27	(	(	PUNCT
esutjss-281	93	28	malle	malle	NOUN
esutjss-281	93	29	,	,	PUNCT
esutjss-281	93	30	2022	2022	NUM
esutjss-281	93	31	)	)	PUNCT
esutjss-281	93	32	.	.	PUNCT
esutjss-281	94	1	in	in	ADP
esutjss-281	94	2	the	the	DET
esutjss-281	94	3	context	context	NOUN
esutjss-281	94	4	of	of	ADP
esutjss-281	94	5	banking	banking	NOUN
esutjss-281	94	6	customer	customer	NOUN
esutjss-281	94	7	complaints	complaint	NOUN
esutjss-281	94	8	,	,	PUNCT
esutjss-281	94	9	this	this	DET
esutjss-281	94	10	theory	theory	NOUN
esutjss-281	94	11	becomes	become	VERB
esutjss-281	94	12	particularly	particularly	ADV
esutjss-281	94	13	relevant	relevant	ADJ
esutjss-281	94	14	when	when	SCONJ
esutjss-281	94	15	examining	examine	VERB
esutjss-281	94	16	the	the	DET
esutjss-281	94	17	trends	trend	NOUN
esutjss-281	94	18	emerging	emerge	VERB
esutjss-281	94	19	from	from	ADP
esutjss-281	94	20	complaints	complaint	NOUN
esutjss-281	94	21	that	that	PRON
esutjss-281	94	22	arise	arise	VERB
esutjss-281	94	23	from	from	ADP
esutjss-281	94	24	customers	customer	NOUN
esutjss-281	94	25	’	'	PUNCT
esutjss-281	94	26	own	own	ADJ
esutjss-281	94	27	mistakes	mistake	NOUN
esutjss-281	94	28	.	.	PUNCT
esutjss-281	95	1	understanding	understand	VERB
esutjss-281	95	2	the	the	DET
esutjss-281	95	3	attributions	attribution	NOUN
esutjss-281	95	4	that	that	PRON
esutjss-281	95	5	customers	customer	NOUN
esutjss-281	95	6	make	make	VERB
esutjss-281	95	7	regarding	regard	VERB
esutjss-281	95	8	their	their	PRON
esutjss-281	95	9	dissatisfaction	dissatisfaction	NOUN
esutjss-281	95	10	can	can	AUX
esutjss-281	95	11	significantly	significantly	ADV
esutjss-281	95	12	impact	impact	VERB
esutjss-281	95	13	how	how	SCONJ
esutjss-281	95	14	banks	bank	NOUN
esutjss-281	95	15	manage	manage	VERB
esutjss-281	95	16	these	these	DET
esutjss-281	95	17	complaints	complaint	NOUN
esutjss-281	95	18	and	and	CCONJ
esutjss-281	95	19	improve	improve	VERB
esutjss-281	95	20	customer	customer	NOUN
esutjss-281	95	21	service	service	NOUN
esutjss-281	95	22	.	.	PUNCT
esutjss-281	96	1	one	one	NUM
esutjss-281	96	2	of	of	ADP
esutjss-281	96	3	the	the	DET
esutjss-281	96	4	core	core	ADJ
esutjss-281	96	5	principles	principle	NOUN
esutjss-281	96	6	of	of	ADP
esutjss-281	96	7	attribution	attribution	NOUN
esutjss-281	96	8	theory	theory	NOUN
esutjss-281	96	9	is	be	AUX
esutjss-281	96	10	the	the	DET
esutjss-281	96	11	distinction	distinction	NOUN
esutjss-281	96	12	between	between	ADP
esutjss-281	96	13	internal	internal	ADJ
esutjss-281	96	14	and	and	CCONJ
esutjss-281	96	15	external	external	ADJ
esutjss-281	96	16	attributions	attribution	NOUN
esutjss-281	96	17	.	.	PUNCT
esutjss-281	97	1	internal	internal	ADJ
esutjss-281	97	2	attributions	attribution	NOUN
esutjss-281	97	3	occur	occur	VERB
esutjss-281	97	4	when	when	SCONJ
esutjss-281	97	5	individuals	individual	NOUN
esutjss-281	97	6	believe	believe	VERB
esutjss-281	97	7	that	that	SCONJ
esutjss-281	97	8	the	the	DET
esutjss-281	97	9	cause	cause	NOUN
esutjss-281	97	10	of	of	ADP
esutjss-281	97	11	their	their	PRON
esutjss-281	97	12	dissatisfaction	dissatisfaction	NOUN
esutjss-281	97	13	lies	lie	VERB
esutjss-281	97	14	within	within	ADP
esutjss-281	97	15	themselves	themselves	PRON
esutjss-281	97	16	,	,	PUNCT
esutjss-281	97	17	such	such	ADJ
esutjss-281	97	18	as	as	ADP
esutjss-281	97	19	their	their	PRON
esutjss-281	97	20	own	own	ADJ
esutjss-281	97	21	actions	action	NOUN
esutjss-281	97	22	or	or	CCONJ
esutjss-281	97	23	decisions	decision	NOUN
esutjss-281	97	24	(	(	PUNCT
esutjss-281	97	25	gerace	gerace	NOUN
esutjss-281	97	26	,	,	PUNCT
esutjss-281	97	27	2020	2020	NUM
esutjss-281	97	28	)	)	PUNCT
esutjss-281	97	29	.	.	PUNCT
esutjss-281	98	1	conversely	conversely	ADV
esutjss-281	98	2	,	,	PUNCT
esutjss-281	98	3	external	external	ADJ
esutjss-281	98	4	attributions	attribution	NOUN
esutjss-281	98	5	involve	involve	VERB
esutjss-281	98	6	blaming	blame	VERB
esutjss-281	98	7	outside	outside	ADJ
esutjss-281	98	8	factors	factor	NOUN
esutjss-281	98	9	,	,	PUNCT
esutjss-281	98	10	such	such	ADJ
esutjss-281	98	11	as	as	ADP
esutjss-281	98	12	the	the	DET
esutjss-281	98	13	bank	bank	NOUN
esutjss-281	98	14	’s	’s	PART
esutjss-281	98	15	policies	policy	NOUN
esutjss-281	98	16	or	or	CCONJ
esutjss-281	98	17	service	service	NOUN
esutjss-281	98	18	failures	failure	NOUN
esutjss-281	98	19	.	.	PUNCT
esutjss-281	99	1	in	in	ADP
esutjss-281	99	2	the	the	DET
esutjss-281	99	3	banking	banking	NOUN
esutjss-281	99	4	sector	sector	NOUN
esutjss-281	99	5	,	,	PUNCT
esutjss-281	99	6	when	when	SCONJ
esutjss-281	99	7	customers	customer	NOUN
esutjss-281	99	8	attribute	attribute	VERB
esutjss-281	99	9	their	their	PRON
esutjss-281	99	10	grievances	grievance	NOUN
esutjss-281	99	11	to	to	ADP
esutjss-281	99	12	their	their	PRON
esutjss-281	99	13	own	own	ADJ
esutjss-281	99	14	mistakes	mistake	NOUN
esutjss-281	99	15	like	like	ADP
esutjss-281	99	16	misunderstanding	misunderstanding	NOUN
esutjss-281	99	17	of	of	ADP
esutjss-281	99	18	policies	policy	NOUN
esutjss-281	99	19	,	,	PUNCT
esutjss-281	99	20	incorrect	incorrect	ADJ
esutjss-281	99	21	information	information	NOUN
esutjss-281	99	22	provided	provide	VERB
esutjss-281	99	23	by	by	ADP
esutjss-281	99	24	the	the	DET
esutjss-281	99	25	bank	bank	NOUN
esutjss-281	99	26	,	,	PUNCT
esutjss-281	99	27	or	or	CCONJ
esutjss-281	99	28	failure	failure	NOUN
esutjss-281	99	29	to	to	PART
esutjss-281	99	30	read	read	VERB
esutjss-281	99	31	terms	term	NOUN
esutjss-281	99	32	and	and	CCONJ
esutjss-281	99	33	conditions	condition	NOUN
esutjss-281	99	34	it	it	PRON
esutjss-281	99	35	reflects	reflect	VERB
esutjss-281	99	36	a	a	DET
esutjss-281	99	37	critical	critical	ADJ
esutjss-281	99	38	trend	trend	NOUN
esutjss-281	99	39	in	in	ADP
esutjss-281	99	40	customer	customer	NOUN
esutjss-281	99	41	complaints	complaint	NOUN
esutjss-281	99	42	that	that	SCONJ
esutjss-281	99	43	banks	bank	NOUN
esutjss-281	99	44	need	need	VERB
esutjss-281	99	45	to	to	PART
esutjss-281	99	46	recognize	recognize	VERB
esutjss-281	99	47	and	and	CCONJ
esutjss-281	99	48	address	address	NOUN
esutjss-281	99	49	.	.	PUNCT
esutjss-281	100	1	the	the	DET
esutjss-281	100	2	way	way	NOUN
esutjss-281	100	3	customers	customer	NOUN
esutjss-281	100	4	perceive	perceive	VERB
esutjss-281	100	5	their	their	PRON
esutjss-281	100	6	complaints	complaint	NOUN
esutjss-281	100	7	can	can	AUX
esutjss-281	100	8	lead	lead	VERB
esutjss-281	100	9	to	to	ADP
esutjss-281	100	10	varying	vary	VERB
esutjss-281	100	11	emotional	emotional	ADJ
esutjss-281	100	12	responses	response	NOUN
esutjss-281	100	13	.	.	PUNCT
esutjss-281	101	1	if	if	SCONJ
esutjss-281	101	2	customers	customer	NOUN
esutjss-281	101	3	attribute	attribute	VERB
esutjss-281	101	4	their	their	PRON
esutjss-281	101	5	dissatisfaction	dissatisfaction	NOUN
esutjss-281	101	6	to	to	ADP
esutjss-281	101	7	their	their	PRON
esutjss-281	101	8	own	own	ADJ
esutjss-281	101	9	mistakes	mistake	NOUN
esutjss-281	101	10	,	,	PUNCT
esutjss-281	101	11	they	they	PRON
esutjss-281	101	12	may	may	AUX
esutjss-281	101	13	experience	experience	VERB
esutjss-281	101	14	feelings	feeling	NOUN
esutjss-281	101	15	of	of	ADP
esutjss-281	101	16	guilt	guilt	NOUN
esutjss-281	101	17	or	or	CCONJ
esutjss-281	101	18	regret	regret	NOUN
esutjss-281	101	19	,	,	PUNCT
esutjss-281	101	20	which	which	PRON
esutjss-281	101	21	could	could	AUX
esutjss-281	101	22	influence	influence	VERB
esutjss-281	101	23	their	their	PRON
esutjss-281	101	24	future	future	ADJ
esutjss-281	101	25	interactions	interaction	NOUN
esutjss-281	101	26	with	with	ADP
esutjss-281	101	27	the	the	DET
esutjss-281	101	28	bank	bank	NOUN
esutjss-281	101	29	(	(	PUNCT
esutjss-281	101	30	baker	baker	PROPN
esutjss-281	101	31	&	&	CCONJ
esutjss-281	101	32	kim	kim	PROPN
esutjss-281	101	33	,	,	PUNCT
esutjss-281	101	34	2019	2019	NUM
esutjss-281	101	35	)	)	PUNCT
esutjss-281	101	36	.	.	PUNCT
esutjss-281	102	1	on	on	ADP
esutjss-281	102	2	the	the	DET
esutjss-281	102	3	other	other	ADJ
esutjss-281	102	4	hand	hand	NOUN
esutjss-281	102	5	,	,	PUNCT
esutjss-281	102	6	if	if	SCONJ
esutjss-281	102	7	they	they	PRON
esutjss-281	102	8	were	be	AUX
esutjss-281	102	9	to	to	PART
esutjss-281	102	10	blame	blame	VERB
esutjss-281	102	11	the	the	DET
esutjss-281	102	12	bank	bank	NOUN
esutjss-281	102	13	,	,	PUNCT
esutjss-281	102	14	they	they	PRON
esutjss-281	102	15	might	might	AUX
esutjss-281	102	16	feel	feel	VERB
esutjss-281	102	17	anger	anger	NOUN
esutjss-281	102	18	or	or	CCONJ
esutjss-281	102	19	frustration	frustration	NOUN
esutjss-281	102	20	.	.	PUNCT
esutjss-281	103	1	understanding	understand	VERB
esutjss-281	103	2	these	these	DET
esutjss-281	103	3	emotional	emotional	ADJ
esutjss-281	103	4	underpinnings	underpinning	NOUN
esutjss-281	103	5	is	be	AUX
esutjss-281	103	6	crucial	crucial	ADJ
esutjss-281	103	7	for	for	ADP
esutjss-281	103	8	banks	bank	NOUN
esutjss-281	103	9	,	,	PUNCT
esutjss-281	103	10	as	as	SCONJ
esutjss-281	103	11	it	it	PRON
esutjss-281	103	12	can	can	AUX
esutjss-281	103	13	inform	inform	VERB
esutjss-281	103	14	how	how	SCONJ
esutjss-281	103	15	they	they	PRON
esutjss-281	103	16	tailor	tailor	VERB
esutjss-281	103	17	their	their	PRON
esutjss-281	103	18	responses	response	NOUN
esutjss-281	103	19	to	to	ADP
esutjss-281	103	20	customer	customer	NOUN
esutjss-281	103	21	complaints	complaint	NOUN
esutjss-281	103	22	,	,	PUNCT
esutjss-281	103	23	with	with	ADP
esutjss-281	103	24	a	a	DET
esutjss-281	103	25	focus	focus	NOUN
esutjss-281	103	26	on	on	ADP
esutjss-281	103	27	empathy	empathy	NOUN
esutjss-281	103	28	and	and	CCONJ
esutjss-281	103	29	support	support	NOUN
esutjss-281	103	30	for	for	ADP
esutjss-281	103	31	customers	customer	NOUN
esutjss-281	103	32	who	who	PRON
esutjss-281	103	33	feel	feel	VERB
esutjss-281	103	34	responsible	responsible	ADJ
esutjss-281	103	35	for	for	ADP
esutjss-281	103	36	their	their	PRON
esutjss-281	103	37	mistakes	mistake	NOUN
esutjss-281	103	38	(	(	PUNCT
esutjss-281	103	39	monferrer	monferrer	NOUN
esutjss-281	103	40	tirado	tirado	NOUN
esutjss-281	103	41	et	et	PROPN
esutjss-281	103	42	al	al	PROPN
esutjss-281	103	43	.	.	PROPN
esutjss-281	103	44	,	,	PUNCT
esutjss-281	103	45	2024	2024	NUM
esutjss-281	103	46	)	)	PUNCT
esutjss-281	103	47	.	.	PUNCT
esutjss-281	104	1	moreover	moreover	ADV
esutjss-281	104	2	,	,	PUNCT
esutjss-281	104	3	the	the	DET
esutjss-281	104	4	trend	trend	NOUN
esutjss-281	104	5	of	of	ADP
esutjss-281	104	6	customers	customer	NOUN
esutjss-281	104	7	’	'	PUNCT
esutjss-281	104	8	mistakes	mistake	NOUN
esutjss-281	104	9	leading	lead	VERB
esutjss-281	104	10	to	to	ADP
esutjss-281	104	11	complaints	complaint	NOUN
esutjss-281	104	12	highlights	highlight	NOUN
esutjss-281	104	13	the	the	DET
esutjss-281	104	14	importance	importance	NOUN
esutjss-281	104	15	of	of	ADP
esutjss-281	104	16	customer	customer	NOUN
esutjss-281	104	17	education	education	NOUN
esutjss-281	104	18	and	and	CCONJ
esutjss-281	104	19	communication	communication	NOUN
esutjss-281	104	20	.	.	PUNCT
esutjss-281	105	1	banks	bank	NOUN
esutjss-281	105	2	can	can	AUX
esutjss-281	105	3	minimize	minimize	VERB
esutjss-281	105	4	the	the	DET
esutjss-281	105	5	incidence	incidence	NOUN
esutjss-281	105	6	of	of	ADP
esutjss-281	105	7	misattributions	misattribution	NOUN
esutjss-281	105	8	by	by	ADP
esutjss-281	105	9	investing	invest	VERB
esutjss-281	105	10	in	in	ADP
esutjss-281	105	11	clearer	clear	ADJ
esutjss-281	105	12	communication	communication	NOUN
esutjss-281	105	13	strategies	strategy	NOUN
esutjss-281	105	14	,	,	PUNCT
esutjss-281	105	15	including	include	VERB
esutjss-281	105	16	well	well	ADV
esutjss-281	105	17	-	-	PUNCT
esutjss-281	105	18	defined	define	VERB
esutjss-281	105	19	onboarding	onboarding	NOUN
esutjss-281	105	20	processes	process	NOUN
esutjss-281	105	21	,	,	PUNCT
esutjss-281	105	22	instructional	instructional	ADJ
esutjss-281	105	23	materials	material	NOUN
esutjss-281	105	24	,	,	PUNCT
esutjss-281	105	25	and	and	CCONJ
esutjss-281	105	26	customer	customer	NOUN
esutjss-281	105	27	support	support	NOUN
esutjss-281	105	28	interactions	interaction	NOUN
esutjss-281	105	29	.	.	PUNCT
esutjss-281	106	1	by	by	ADP
esutjss-281	106	2	proactively	proactively	ADV
esutjss-281	106	3	addressing	address	VERB
esutjss-281	106	4	potential	potential	ADJ
esutjss-281	106	5	confusion	confusion	NOUN
esutjss-281	106	6	,	,	PUNCT
esutjss-281	106	7	banks	bank	NOUN
esutjss-281	106	8	can	can	AUX
esutjss-281	106	9	reduce	reduce	VERB
esutjss-281	106	10	the	the	DET
esutjss-281	106	11	likelihood	likelihood	NOUN
esutjss-281	106	12	of	of	ADP
esutjss-281	106	13	customers	customer	NOUN
esutjss-281	106	14	making	make	VERB
esutjss-281	106	15	errors	error	NOUN
esutjss-281	106	16	that	that	PRON
esutjss-281	106	17	lead	lead	VERB
esutjss-281	106	18	to	to	ADP
esutjss-281	106	19	dissatisfaction	dissatisfaction	NOUN
esutjss-281	106	20	,	,	PUNCT
esutjss-281	106	21	ultimately	ultimately	ADV
esutjss-281	106	22	decreasing	decrease	VERB
esutjss-281	106	23	the	the	DET
esutjss-281	106	24	volume	volume	NOUN
esutjss-281	106	25	of	of	ADP
esutjss-281	106	26	complaints	complaint	NOUN
esutjss-281	106	27	stemming	stem	VERB
esutjss-281	106	28	from	from	ADP
esutjss-281	106	29	societal	societal	ADJ
esutjss-281	106	30	miscommunication	miscommunication	NOUN
esutjss-281	106	31	(	(	PUNCT
esutjss-281	106	32	ul	ul	INTJ
esutjss-281	106	33	-	-	NOUN
esutjss-281	106	34	haque	haque	ADJ
esutjss-281	106	35	,	,	PUNCT
esutjss-281	106	36	2023	2023	NUM
esutjss-281	106	37	)	)	PUNCT
esutjss-281	106	38	.	.	PUNCT
esutjss-281	107	1	attribution	attribution	NOUN
esutjss-281	107	2	theory	theory	NOUN
esutjss-281	107	3	also	also	ADV
esutjss-281	107	4	sheds	shed	VERB
esutjss-281	107	5	light	light	NOUN
esutjss-281	107	6	on	on	ADP
esutjss-281	107	7	the	the	DET
esutjss-281	107	8	role	role	NOUN
esutjss-281	107	9	of	of	ADP
esutjss-281	107	10	feedback	feedback	NOUN
esutjss-281	107	11	loops	loop	NOUN
esutjss-281	107	12	in	in	ADP
esutjss-281	107	13	customer	customer	NOUN
esutjss-281	107	14	service	service	NOUN
esutjss-281	107	15	.	.	PUNCT
esutjss-281	108	1	when	when	SCONJ
esutjss-281	108	2	customers	customer	NOUN
esutjss-281	108	3	experience	experience	VERB
esutjss-281	108	4	issues	issue	NOUN
esutjss-281	108	5	and	and	CCONJ
esutjss-281	108	6	subsequently	subsequently	ADV
esutjss-281	108	7	receive	receive	VERB
esutjss-281	108	8	constructive	constructive	ADJ
esutjss-281	108	9	feedback	feedback	NOUN
esutjss-281	108	10	or	or	CCONJ
esutjss-281	108	11	orientations	orientation	NOUN
esutjss-281	108	12	on	on	ADP
esutjss-281	108	13	banking	banking	NOUN
esutjss-281	108	14	procedures	procedure	NOUN
esutjss-281	108	15	,	,	PUNCT
esutjss-281	108	16	it	it	PRON
esutjss-281	108	17	reinforces	reinforce	VERB
esutjss-281	108	18	their	their	PRON
esutjss-281	108	19	understanding	understanding	NOUN
esutjss-281	108	20	and	and	CCONJ
esutjss-281	108	21	personal	personal	ADJ
esutjss-281	108	22	responsibility	responsibility	NOUN
esutjss-281	108	23	.	.	PUNCT
esutjss-281	109	1	positive	positive	ADJ
esutjss-281	109	2	reinforcement	reinforcement	NOUN
esutjss-281	109	3	from	from	ADP
esutjss-281	109	4	the	the	DET
esutjss-281	109	5	bank	bank	NOUN
esutjss-281	109	6	can	can	AUX
esutjss-281	109	7	help	help	VERB
esutjss-281	109	8	shift	shift	VERB
esutjss-281	109	9	the	the	DET
esutjss-281	109	10	customer	customer	NOUN
esutjss-281	109	11	's	's	PART
esutjss-281	109	12	internal	internal	ADJ
esutjss-281	109	13	attribution	attribution	NOUN
esutjss-281	109	14	towards	towards	ADP
esutjss-281	109	15	a	a	DET
esutjss-281	109	16	more	more	ADV
esutjss-281	109	17	balanced	balanced	ADJ
esutjss-281	109	18	perspective	perspective	NOUN
esutjss-281	109	19	,	,	PUNCT
esutjss-281	109	20	where	where	SCONJ
esutjss-281	109	21	they	they	PRON
esutjss-281	109	22	recognize	recognize	VERB
esutjss-281	109	23	both	both	DET
esutjss-281	109	24	their	their	PRON
esutjss-281	109	25	own	own	ADJ
esutjss-281	109	26	role	role	NOUN
esutjss-281	109	27	and	and	CCONJ
esutjss-281	109	28	the	the	DET
esutjss-281	109	29	institution	institution	NOUN
esutjss-281	109	30	's	's	PART
esutjss-281	109	31	support	support	NOUN
esutjss-281	109	32	in	in	ADP
esutjss-281	109	33	resolving	resolve	VERB
esutjss-281	109	34	the	the	DET
esutjss-281	109	35	issue	issue	NOUN
esutjss-281	109	36	.	.	PUNCT
esutjss-281	110	1	this	this	DET
esutjss-281	110	2	approach	approach	NOUN
esutjss-281	110	3	can	can	AUX
esutjss-281	110	4	improve	improve	VERB
esutjss-281	110	5	customer	customer	NOUN
esutjss-281	110	6	loyalty	loyalty	NOUN
esutjss-281	110	7	and	and	CCONJ
esutjss-281	110	8	foster	foster	VERB
esutjss-281	110	9	a	a	DET
esutjss-281	110	10	more	more	ADV
esutjss-281	110	11	positive	positive	ADJ
esutjss-281	110	12	relationship	relationship	NOUN
esutjss-281	110	13	between	between	ADP
esutjss-281	110	14	the	the	DET
esutjss-281	110	15	bank	bank	NOUN
esutjss-281	110	16	and	and	CCONJ
esutjss-281	110	17	its	its	PRON
esutjss-281	110	18	customers	customer	NOUN
esutjss-281	110	19	.	.	PUNCT
esutjss-281	111	1	additionally	additionally	ADV
esutjss-281	111	2	,	,	PUNCT
esutjss-281	111	3	the	the	DET
esutjss-281	111	4	frequency	frequency	NOUN
esutjss-281	111	5	and	and	CCONJ
esutjss-281	111	6	nature	nature	NOUN
esutjss-281	111	7	of	of	ADP
esutjss-281	111	8	complaints	complaint	NOUN
esutjss-281	111	9	originating	originate	VERB
esutjss-281	111	10	from	from	ADP
esutjss-281	111	11	customer	customer	NOUN
esutjss-281	111	12	mistakes	mistake	NOUN
esutjss-281	111	13	can	can	AUX
esutjss-281	111	14	provide	provide	VERB
esutjss-281	111	15	valuable	valuable	ADJ
esutjss-281	111	16	insights	insight	NOUN
esutjss-281	111	17	into	into	ADP
esutjss-281	111	18	broader	broad	ADJ
esutjss-281	111	19	trends	trend	NOUN
esutjss-281	111	20	that	that	PRON
esutjss-281	111	21	banks	bank	NOUN
esutjss-281	111	22	should	should	AUX
esutjss-281	111	23	consider	consider	VERB
esutjss-281	111	24	.	.	PUNCT
esutjss-281	112	1	for	for	ADP
esutjss-281	112	2	instance	instance	NOUN
esutjss-281	112	3	,	,	PUNCT
esutjss-281	112	4	if	if	SCONJ
esutjss-281	112	5	a	a	DET
esutjss-281	112	6	significant	significant	ADJ
esutjss-281	112	7	number	number	NOUN
esutjss-281	112	8	of	of	ADP
esutjss-281	112	9	complaints	complaint	NOUN
esutjss-281	112	10	pertain	pertain	VERB
esutjss-281	112	11	to	to	ADP
esutjss-281	112	12	online	online	ADJ
esutjss-281	112	13	banking	banking	NOUN
esutjss-281	112	14	tools	tool	NOUN
esutjss-281	112	15	or	or	CCONJ
esutjss-281	112	16	mobile	mobile	ADJ
esutjss-281	112	17	applications	application	NOUN
esutjss-281	112	18	,	,	PUNCT
esutjss-281	112	19	this	this	DET
esutjss-281	112	20	206	206	NUM
esutjss-281	112	21	could	could	AUX
esutjss-281	112	22	indicate	indicate	VERB
esutjss-281	112	23	that	that	SCONJ
esutjss-281	112	24	these	these	DET
esutjss-281	112	25	systems	system	NOUN
esutjss-281	112	26	may	may	AUX
esutjss-281	112	27	not	not	PART
esutjss-281	112	28	be	be	AUX
esutjss-281	112	29	intuitive	intuitive	ADJ
esutjss-281	112	30	enough	enough	ADV
esutjss-281	112	31	for	for	ADP
esutjss-281	112	32	average	average	ADJ
esutjss-281	112	33	users	user	NOUN
esutjss-281	112	34	,	,	PUNCT
esutjss-281	112	35	prompting	prompt	VERB
esutjss-281	112	36	banks	bank	NOUN
esutjss-281	112	37	to	to	PART
esutjss-281	112	38	invest	invest	VERB
esutjss-281	112	39	in	in	ADP
esutjss-281	112	40	better	well	ADJ
esutjss-281	112	41	usability	usability	NOUN
esutjss-281	112	42	and	and	CCONJ
esutjss-281	112	43	customer	customer	NOUN
esutjss-281	112	44	guidance	guidance	NOUN
esutjss-281	112	45	.	.	PUNCT
esutjss-281	113	1	by	by	ADP
esutjss-281	113	2	tracking	track	VERB
esutjss-281	113	3	and	and	CCONJ
esutjss-281	113	4	analysing	analyse	VERB
esutjss-281	113	5	complaint	complaint	NOUN
esutjss-281	113	6	trends	trend	NOUN
esutjss-281	113	7	,	,	PUNCT
esutjss-281	113	8	banks	bank	NOUN
esutjss-281	113	9	can	can	AUX
esutjss-281	113	10	not	not	PART
esutjss-281	113	11	only	only	ADV
esutjss-281	113	12	address	address	VERB
esutjss-281	113	13	immediate	immediate	ADJ
esutjss-281	113	14	issues	issue	NOUN
esutjss-281	113	15	but	but	CCONJ
esutjss-281	113	16	also	also	ADV
esutjss-281	113	17	identify	identify	VERB
esutjss-281	113	18	opportunities	opportunity	NOUN
esutjss-281	113	19	for	for	ADP
esutjss-281	113	20	improvement	improvement	NOUN
esutjss-281	113	21	and	and	CCONJ
esutjss-281	113	22	innovation	innovation	NOUN
esutjss-281	113	23	in	in	ADP
esutjss-281	113	24	their	their	PRON
esutjss-281	113	25	service	service	NOUN
esutjss-281	113	26	offerings	offering	NOUN
esutjss-281	113	27	.	.	PUNCT
esutjss-281	114	1	by	by	ADP
esutjss-281	114	2	recognizing	recognize	VERB
esutjss-281	114	3	how	how	SCONJ
esutjss-281	114	4	customers	customer	NOUN
esutjss-281	114	5	attribute	attribute	VERB
esutjss-281	114	6	their	their	PRON
esutjss-281	114	7	experiences	experience	NOUN
esutjss-281	114	8	and	and	CCONJ
esutjss-281	114	9	the	the	DET
esutjss-281	114	10	emotional	emotional	ADJ
esutjss-281	114	11	impacts	impact	NOUN
esutjss-281	114	12	of	of	ADP
esutjss-281	114	13	these	these	DET
esutjss-281	114	14	attributions	attribution	NOUN
esutjss-281	114	15	,	,	PUNCT
esutjss-281	114	16	banks	bank	NOUN
esutjss-281	114	17	can	can	AUX
esutjss-281	114	18	enhance	enhance	VERB
esutjss-281	114	19	their	their	PRON
esutjss-281	114	20	customer	customer	NOUN
esutjss-281	114	21	service	service	NOUN
esutjss-281	114	22	strategies	strategy	NOUN
esutjss-281	114	23	.	.	PUNCT
esutjss-281	115	1	through	through	ADP
esutjss-281	115	2	education	education	NOUN
esutjss-281	115	3	,	,	PUNCT
esutjss-281	115	4	improved	improved	ADJ
esutjss-281	115	5	communication	communication	NOUN
esutjss-281	115	6	,	,	PUNCT
esutjss-281	115	7	and	and	CCONJ
esutjss-281	115	8	responsive	responsive	ADJ
esutjss-281	115	9	support	support	NOUN
esutjss-281	115	10	,	,	PUNCT
esutjss-281	115	11	banks	bank	NOUN
esutjss-281	115	12	can	can	AUX
esutjss-281	115	13	effectively	effectively	ADV
esutjss-281	115	14	manage	manage	VERB
esutjss-281	115	15	complaint	complaint	NOUN
esutjss-281	115	16	trends	trend	NOUN
esutjss-281	115	17	originating	originate	VERB
esutjss-281	115	18	from	from	ADP
esutjss-281	115	19	customer	customer	NOUN
esutjss-281	115	20	errors	error	NOUN
esutjss-281	115	21	,	,	PUNCT
esutjss-281	115	22	leading	lead	VERB
esutjss-281	115	23	to	to	ADP
esutjss-281	115	24	a	a	DET
esutjss-281	115	25	stronger	strong	ADJ
esutjss-281	115	26	,	,	PUNCT
esutjss-281	115	27	more	more	ADV
esutjss-281	115	28	informed	informed	ADJ
esutjss-281	115	29	customer	customer	NOUN
esutjss-281	115	30	base	base	NOUN
esutjss-281	115	31	and	and	CCONJ
esutjss-281	115	32	ultimately	ultimately	ADV
esutjss-281	115	33	,	,	PUNCT
esutjss-281	115	34	greater	great	ADJ
esutjss-281	115	35	customer	customer	NOUN
esutjss-281	115	36	satisfaction	satisfaction	NOUN
esutjss-281	115	37	.	.	PUNCT
esutjss-281	116	1	differentiating	differentiate	VERB
esutjss-281	116	2	between	between	ADP
esutjss-281	116	3	valid	valid	ADJ
esutjss-281	116	4	complaints	complaint	NOUN
esutjss-281	116	5	and	and	CCONJ
esutjss-281	116	6	those	those	PRON
esutjss-281	116	7	arising	arise	VERB
esutjss-281	116	8	from	from	ADP
esutjss-281	116	9	customer	customer	NOUN
esutjss-281	116	10	errors	error	NOUN
esutjss-281	116	11	is	be	AUX
esutjss-281	116	12	crucial	crucial	ADJ
esutjss-281	116	13	for	for	ADP
esutjss-281	116	14	businesses	business	NOUN
esutjss-281	116	15	aiming	aim	VERB
esutjss-281	116	16	to	to	PART
esutjss-281	116	17	enhance	enhance	VERB
esutjss-281	116	18	customer	customer	NOUN
esutjss-281	116	19	satisfaction	satisfaction	NOUN
esutjss-281	116	20	and	and	CCONJ
esutjss-281	116	21	improve	improve	VERB
esutjss-281	116	22	their	their	PRON
esutjss-281	116	23	service	service	NOUN
esutjss-281	116	24	quality	quality	NOUN
esutjss-281	116	25	(	(	PUNCT
esutjss-281	116	26	pizam	pizam	NOUN
esutjss-281	116	27	et	et	PROPN
esutjss-281	116	28	al	al	PROPN
esutjss-281	116	29	.	.	PROPN
esutjss-281	116	30	,	,	PUNCT
esutjss-281	116	31	2016	2016	NUM
esutjss-281	116	32	)	)	PUNCT
esutjss-281	116	33	.	.	PUNCT
esutjss-281	117	1	valid	valid	ADJ
esutjss-281	117	2	complaints	complaint	NOUN
esutjss-281	117	3	typically	typically	ADV
esutjss-281	117	4	stem	stem	VERB
esutjss-281	117	5	from	from	ADP
esutjss-281	117	6	issues	issue	NOUN
esutjss-281	117	7	related	relate	VERB
esutjss-281	117	8	to	to	ADP
esutjss-281	117	9	product	product	NOUN
esutjss-281	117	10	performance	performance	NOUN
esutjss-281	117	11	,	,	PUNCT
esutjss-281	117	12	service	service	NOUN
esutjss-281	117	13	delivery	delivery	NOUN
esutjss-281	117	14	,	,	PUNCT
esutjss-281	117	15	or	or	CCONJ
esutjss-281	117	16	unmet	unmet	NOUN
esutjss-281	117	17	expectations	expectation	NOUN
esutjss-281	117	18	,	,	PUNCT
esutjss-281	117	19	rooted	root	VERB
esutjss-281	117	20	in	in	ADP
esutjss-281	117	21	the	the	DET
esutjss-281	117	22	company	company	NOUN
esutjss-281	117	23	's	's	PART
esutjss-281	117	24	processes	process	NOUN
esutjss-281	117	25	or	or	CCONJ
esutjss-281	117	26	offerings	offering	NOUN
esutjss-281	117	27	.	.	PUNCT
esutjss-281	118	1	these	these	DET
esutjss-281	118	2	grievances	grievance	NOUN
esutjss-281	118	3	provide	provide	VERB
esutjss-281	118	4	valuable	valuable	ADJ
esutjss-281	118	5	insights	insight	NOUN
esutjss-281	118	6	into	into	ADP
esutjss-281	118	7	areas	area	NOUN
esutjss-281	118	8	where	where	SCONJ
esutjss-281	118	9	a	a	DET
esutjss-281	118	10	company	company	NOUN
esutjss-281	118	11	might	might	AUX
esutjss-281	118	12	fall	fall	VERB
esutjss-281	118	13	short	short	ADJ
esutjss-281	118	14	or	or	CCONJ
esutjss-281	118	15	where	where	SCONJ
esutjss-281	118	16	enhancements	enhancement	NOUN
esutjss-281	118	17	could	could	AUX
esutjss-281	118	18	be	be	AUX
esutjss-281	118	19	made	make	VERB
esutjss-281	118	20	.	.	PUNCT
esutjss-281	119	1	in	in	ADP
esutjss-281	119	2	contrast	contrast	NOUN
esutjss-281	119	3	,	,	PUNCT
esutjss-281	119	4	complaints	complaint	NOUN
esutjss-281	119	5	arising	arise	VERB
esutjss-281	119	6	from	from	ADP
esutjss-281	119	7	customer	customer	NOUN
esutjss-281	119	8	errors	error	NOUN
esutjss-281	119	9	often	often	ADV
esutjss-281	119	10	occur	occur	VERB
esutjss-281	119	11	when	when	SCONJ
esutjss-281	119	12	customers	customer	NOUN
esutjss-281	119	13	misunderstand	misunderstand	VERB
esutjss-281	119	14	how	how	SCONJ
esutjss-281	119	15	to	to	PART
esutjss-281	119	16	use	use	VERB
esutjss-281	119	17	a	a	DET
esutjss-281	119	18	product	product	NOUN
esutjss-281	119	19	or	or	CCONJ
esutjss-281	119	20	misinterpret	misinterpret	VERB
esutjss-281	119	21	the	the	DET
esutjss-281	119	22	terms	term	NOUN
esutjss-281	119	23	of	of	ADP
esutjss-281	119	24	service	service	NOUN
esutjss-281	119	25	(	(	PUNCT
esutjss-281	119	26	decock	decock	PROPN
esutjss-281	119	27	&	&	CCONJ
esutjss-281	119	28	spiessens	spiessen	NOUN
esutjss-281	119	29	,	,	PUNCT
esutjss-281	119	30	2017	2017	NUM
esutjss-281	119	31	)	)	PUNCT
esutjss-281	119	32	.	.	PUNCT
esutjss-281	120	1	these	these	DET
esutjss-281	120	2	types	type	NOUN
esutjss-281	120	3	of	of	ADP
esutjss-281	120	4	grievances	grievance	NOUN
esutjss-281	120	5	might	might	AUX
esutjss-281	120	6	include	include	VERB
esutjss-281	120	7	scenarios	scenario	NOUN
esutjss-281	120	8	where	where	SCONJ
esutjss-281	120	9	a	a	DET
esutjss-281	120	10	customer	customer	NOUN
esutjss-281	120	11	blames	blame	VERB
esutjss-281	120	12	a	a	DET
esutjss-281	120	13	retailer	retailer	NOUN
esutjss-281	120	14	for	for	ADP
esutjss-281	120	15	not	not	PART
esutjss-281	120	16	receiving	receive	VERB
esutjss-281	120	17	a	a	DET
esutjss-281	120	18	package	package	NOUN
esutjss-281	120	19	on	on	ADP
esutjss-281	120	20	time	time	NOUN
esutjss-281	120	21	,	,	PUNCT
esutjss-281	120	22	although	although	SCONJ
esutjss-281	120	23	the	the	DET
esutjss-281	120	24	delay	delay	NOUN
esutjss-281	120	25	was	be	AUX
esutjss-281	120	26	due	due	ADJ
esutjss-281	120	27	to	to	ADP
esutjss-281	120	28	their	their	PRON
esutjss-281	120	29	failure	failure	NOUN
esutjss-281	120	30	to	to	PART
esutjss-281	120	31	provide	provide	VERB
esutjss-281	120	32	accurate	accurate	ADJ
esutjss-281	120	33	shipping	shipping	NOUN
esutjss-281	120	34	information	information	NOUN
esutjss-281	120	35	.	.	PUNCT
esutjss-281	121	1	another	another	DET
esutjss-281	121	2	common	common	ADJ
esutjss-281	121	3	example	example	NOUN
esutjss-281	121	4	is	be	AUX
esutjss-281	121	5	when	when	SCONJ
esutjss-281	121	6	customers	customer	NOUN
esutjss-281	121	7	express	express	VERB
esutjss-281	121	8	dissatisfaction	dissatisfaction	NOUN
esutjss-281	121	9	with	with	ADP
esutjss-281	121	10	a	a	DET
esutjss-281	121	11	product	product	NOUN
esutjss-281	121	12	because	because	SCONJ
esutjss-281	121	13	they	they	PRON
esutjss-281	121	14	did	do	AUX
esutjss-281	121	15	not	not	PART
esutjss-281	121	16	fully	fully	ADV
esutjss-281	121	17	comprehend	comprehend	VERB
esutjss-281	121	18	its	its	PRON
esutjss-281	121	19	features	feature	NOUN
esutjss-281	121	20	or	or	CCONJ
esutjss-281	121	21	limitations	limitation	NOUN
esutjss-281	121	22	before	before	ADP
esutjss-281	121	23	making	make	VERB
esutjss-281	121	24	the	the	DET
esutjss-281	121	25	purchase	purchase	NOUN
esutjss-281	121	26	(	(	PUNCT
esutjss-281	121	27	xu	xu	PROPN
esutjss-281	121	28	&	&	CCONJ
esutjss-281	121	29	li	li	PROPN
esutjss-281	121	30	,	,	PUNCT
esutjss-281	121	31	2016	2016	NUM
esutjss-281	121	32	)	)	PUNCT
esutjss-281	121	33	.	.	PUNCT
esutjss-281	122	1	while	while	SCONJ
esutjss-281	122	2	these	these	DET
esutjss-281	122	3	complaints	complaint	NOUN
esutjss-281	122	4	can	can	AUX
esutjss-281	122	5	be	be	AUX
esutjss-281	122	6	frustrating	frustrating	ADJ
esutjss-281	122	7	for	for	ADP
esutjss-281	122	8	both	both	CCONJ
esutjss-281	122	9	the	the	DET
esutjss-281	122	10	customer	customer	NOUN
esutjss-281	122	11	and	and	CCONJ
esutjss-281	122	12	the	the	DET
esutjss-281	122	13	business	business	NOUN
esutjss-281	122	14	,	,	PUNCT
esutjss-281	122	15	they	they	PRON
esutjss-281	122	16	are	be	AUX
esutjss-281	122	17	less	less	ADJ
esutjss-281	122	18	about	about	ADP
esutjss-281	122	19	the	the	DET
esutjss-281	122	20	company	company	NOUN
esutjss-281	122	21	's	's	PART
esutjss-281	122	22	failings	failing	NOUN
esutjss-281	122	23	and	and	CCONJ
esutjss-281	122	24	more	more	ADJ
esutjss-281	122	25	about	about	ADP
esutjss-281	122	26	a	a	DET
esutjss-281	122	27	misalignment	misalignment	NOUN
esutjss-281	122	28	of	of	ADP
esutjss-281	122	29	expectations	expectation	NOUN
esutjss-281	122	30	stemming	stem	VERB
esutjss-281	122	31	from	from	ADP
esutjss-281	122	32	a	a	DET
esutjss-281	122	33	lack	lack	NOUN
esutjss-281	122	34	of	of	ADP
esutjss-281	122	35	understanding	understanding	NOUN
esutjss-281	122	36	.	.	PUNCT
esutjss-281	123	1	understanding	understand	VERB
esutjss-281	123	2	the	the	DET
esutjss-281	123	3	distinction	distinction	NOUN
esutjss-281	123	4	between	between	ADP
esutjss-281	123	5	the	the	DET
esutjss-281	123	6	two	two	NUM
esutjss-281	123	7	types	type	NOUN
esutjss-281	123	8	of	of	ADP
esutjss-281	123	9	complaints	complaint	NOUN
esutjss-281	123	10	is	be	AUX
esutjss-281	123	11	vital	vital	ADJ
esutjss-281	123	12	for	for	ADP
esutjss-281	123	13	customer	customer	NOUN
esutjss-281	123	14	service	service	NOUN
esutjss-281	123	15	representatives	representative	NOUN
esutjss-281	123	16	when	when	SCONJ
esutjss-281	123	17	addressing	address	VERB
esutjss-281	123	18	customer	customer	NOUN
esutjss-281	123	19	grievances	grievance	NOUN
esutjss-281	123	20	(	(	PUNCT
esutjss-281	123	21	brennan	brennan	PROPN
esutjss-281	123	22	et	et	PROPN
esutjss-281	123	23	al	al	PROPN
esutjss-281	123	24	.	.	PROPN
esutjss-281	123	25	,	,	PUNCT
esutjss-281	123	26	2017	2017	NUM
esutjss-281	123	27	)	)	PUNCT
esutjss-281	123	28	.	.	PUNCT
esutjss-281	124	1	valid	valid	ADJ
esutjss-281	124	2	complaints	complaint	NOUN
esutjss-281	124	3	should	should	AUX
esutjss-281	124	4	be	be	AUX
esutjss-281	124	5	met	meet	VERB
esutjss-281	124	6	with	with	ADP
esutjss-281	124	7	empathy	empathy	NOUN
esutjss-281	124	8	and	and	CCONJ
esutjss-281	124	9	proactive	proactive	ADJ
esutjss-281	124	10	problem	problem	NOUN
esutjss-281	124	11	-	-	PUNCT
esutjss-281	124	12	solving	solving	NOUN
esutjss-281	124	13	;	;	PUNCT
esutjss-281	124	14	treating	treat	VERB
esutjss-281	124	15	these	these	DET
esutjss-281	124	16	issues	issue	NOUN
esutjss-281	124	17	seriously	seriously	ADV
esutjss-281	124	18	helps	help	VERB
esutjss-281	124	19	in	in	ADP
esutjss-281	124	20	retaining	retain	VERB
esutjss-281	124	21	customers	customer	NOUN
esutjss-281	124	22	and	and	CCONJ
esutjss-281	124	23	strengthens	strengthen	VERB
esutjss-281	124	24	loyalty	loyalty	NOUN
esutjss-281	124	25	.	.	PUNCT
esutjss-281	125	1	on	on	ADP
esutjss-281	125	2	the	the	DET
esutjss-281	125	3	other	other	ADJ
esutjss-281	125	4	hand	hand	NOUN
esutjss-281	125	5	,	,	PUNCT
esutjss-281	125	6	when	when	SCONJ
esutjss-281	125	7	handling	handle	VERB
esutjss-281	125	8	complaints	complaint	NOUN
esutjss-281	125	9	stemming	stem	VERB
esutjss-281	125	10	from	from	ADP
esutjss-281	125	11	customer	customer	NOUN
esutjss-281	125	12	errors	error	NOUN
esutjss-281	125	13	,	,	PUNCT
esutjss-281	125	14	companies	company	NOUN
esutjss-281	125	15	should	should	AUX
esutjss-281	125	16	approach	approach	VERB
esutjss-281	125	17	the	the	DET
esutjss-281	125	18	situation	situation	NOUN
esutjss-281	125	19	with	with	ADP
esutjss-281	125	20	patience	patience	NOUN
esutjss-281	125	21	and	and	CCONJ
esutjss-281	125	22	a	a	DET
esutjss-281	125	23	focus	focus	NOUN
esutjss-281	125	24	on	on	ADP
esutjss-281	125	25	education	education	NOUN
esutjss-281	125	26	(	(	PUNCT
esutjss-281	125	27	mirzoev	mirzoev	NOUN
esutjss-281	125	28	&	&	CCONJ
esutjss-281	125	29	kane	kane	PROPN
esutjss-281	125	30	,	,	PUNCT
esutjss-281	125	31	2018	2018	NUM
esutjss-281	125	32	)	)	PUNCT
esutjss-281	125	33	.	.	PUNCT
esutjss-281	126	1	by	by	ADP
esutjss-281	126	2	providing	provide	VERB
esutjss-281	126	3	clear	clear	ADJ
esutjss-281	126	4	guidance	guidance	NOUN
esutjss-281	126	5	and	and	CCONJ
esutjss-281	126	6	support	support	NOUN
esutjss-281	126	7	,	,	PUNCT
esutjss-281	126	8	businesses	business	NOUN
esutjss-281	126	9	can	can	AUX
esutjss-281	126	10	help	help	VERB
esutjss-281	126	11	customers	customer	NOUN
esutjss-281	126	12	better	well	ADV
esutjss-281	126	13	understand	understand	VERB
esutjss-281	126	14	their	their	PRON
esutjss-281	126	15	products	product	NOUN
esutjss-281	126	16	and	and	CCONJ
esutjss-281	126	17	services	service	NOUN
esutjss-281	126	18	,	,	PUNCT
esutjss-281	126	19	which	which	PRON
esutjss-281	126	20	may	may	AUX
esutjss-281	126	21	reduce	reduce	VERB
esutjss-281	126	22	the	the	DET
esutjss-281	126	23	likelihood	likelihood	NOUN
esutjss-281	126	24	of	of	ADP
esutjss-281	126	25	similar	similar	ADJ
esutjss-281	126	26	complaints	complaint	NOUN
esutjss-281	126	27	in	in	ADP
esutjss-281	126	28	the	the	DET
esutjss-281	126	29	future	future	NOUN
esutjss-281	126	30	.	.	PUNCT
esutjss-281	127	1	moreover	moreover	ADV
esutjss-281	127	2	,	,	PUNCT
esutjss-281	127	3	the	the	DET
esutjss-281	127	4	way	way	NOUN
esutjss-281	127	5	in	in	ADP
esutjss-281	127	6	which	which	PRON
esutjss-281	127	7	complaints	complaint	NOUN
esutjss-281	127	8	are	be	AUX
esutjss-281	127	9	categorized	categorize	VERB
esutjss-281	127	10	can	can	AUX
esutjss-281	127	11	inform	inform	VERB
esutjss-281	127	12	broader	broad	ADJ
esutjss-281	127	13	strategic	strategic	ADJ
esutjss-281	127	14	decisions	decision	NOUN
esutjss-281	127	15	within	within	ADP
esutjss-281	127	16	a	a	DET
esutjss-281	127	17	company	company	NOUN
esutjss-281	127	18	(	(	PUNCT
esutjss-281	127	19	einwiller	einwiller	PROPN
esutjss-281	127	20	&	&	CCONJ
esutjss-281	127	21	steilen	steilen	PROPN
esutjss-281	127	22	,	,	PUNCT
esutjss-281	127	23	2015	2015	NUM
esutjss-281	127	24	)	)	PUNCT
esutjss-281	127	25	.	.	PUNCT
esutjss-281	128	1	for	for	ADP
esutjss-281	128	2	example	example	NOUN
esutjss-281	128	3	,	,	PUNCT
esutjss-281	128	4	if	if	SCONJ
esutjss-281	128	5	valid	valid	ADJ
esutjss-281	128	6	complaints	complaint	NOUN
esutjss-281	128	7	are	be	AUX
esutjss-281	128	8	prevalent	prevalent	ADJ
esutjss-281	128	9	in	in	ADP
esutjss-281	128	10	a	a	DET
esutjss-281	128	11	particular	particular	ADJ
esutjss-281	128	12	product	product	NOUN
esutjss-281	128	13	line	line	NOUN
esutjss-281	128	14	,	,	PUNCT
esutjss-281	128	15	it	it	PRON
esutjss-281	128	16	may	may	AUX
esutjss-281	128	17	prompt	prompt	VERB
esutjss-281	128	18	an	an	DET
esutjss-281	128	19	immediate	immediate	ADJ
esutjss-281	128	20	review	review	NOUN
esutjss-281	128	21	of	of	ADP
esutjss-281	128	22	manufacturing	manufacturing	NOUN
esutjss-281	128	23	processes	process	NOUN
esutjss-281	128	24	or	or	CCONJ
esutjss-281	128	25	customer	customer	NOUN
esutjss-281	128	26	service	service	NOUN
esutjss-281	128	27	protocols	protocol	NOUN
esutjss-281	128	28	.	.	PUNCT
esutjss-281	129	1	conversely	conversely	ADV
esutjss-281	129	2	,	,	PUNCT
esutjss-281	129	3	frequent	frequent	ADJ
esutjss-281	129	4	customer	customer	NOUN
esutjss-281	129	5	error	error	NOUN
esutjss-281	129	6	complaints	complaint	NOUN
esutjss-281	129	7	could	could	AUX
esutjss-281	129	8	highlight	highlight	VERB
esutjss-281	129	9	a	a	DET
esutjss-281	129	10	gap	gap	NOUN
esutjss-281	129	11	in	in	ADP
esutjss-281	129	12	the	the	DET
esutjss-281	129	13	company	company	NOUN
esutjss-281	129	14	's	's	PART
esutjss-281	129	15	communication	communication	NOUN
esutjss-281	129	16	strategy	strategy	NOUN
esutjss-281	129	17	,	,	PUNCT
esutjss-281	129	18	leading	lead	VERB
esutjss-281	129	19	to	to	ADP
esutjss-281	129	20	more	more	ADV
esutjss-281	129	21	comprehensive	comprehensive	ADJ
esutjss-281	129	22	product	product	NOUN
esutjss-281	129	23	education	education	NOUN
esutjss-281	129	24	initiatives	initiative	NOUN
esutjss-281	129	25	or	or	CCONJ
esutjss-281	129	26	clearer	clear	ADJ
esutjss-281	129	27	instructions	instruction	NOUN
esutjss-281	129	28	.	.	PUNCT
esutjss-281	130	1	by	by	ADP
esutjss-281	130	2	recognizing	recognize	VERB
esutjss-281	130	3	these	these	DET
esutjss-281	130	4	patterns	pattern	NOUN
esutjss-281	130	5	,	,	PUNCT
esutjss-281	130	6	businesses	business	NOUN
esutjss-281	130	7	can	can	AUX
esutjss-281	130	8	take	take	VERB
esutjss-281	130	9	a	a	DET
esutjss-281	130	10	more	more	ADV
esutjss-281	130	11	proactive	proactive	ADJ
esutjss-281	130	12	and	and	CCONJ
esutjss-281	130	13	informed	informed	ADJ
esutjss-281	130	14	approach	approach	NOUN
esutjss-281	130	15	to	to	ADP
esutjss-281	130	16	both	both	DET
esutjss-281	130	17	product	product	NOUN
esutjss-281	130	18	development	development	NOUN
esutjss-281	130	19	and	and	CCONJ
esutjss-281	130	20	customer	customer	NOUN
esutjss-281	130	21	interaction	interaction	NOUN
esutjss-281	130	22	(	(	PUNCT
esutjss-281	130	23	benjamin	benjamin	PROPN
esutjss-281	130	24	et	et	PROPN
esutjss-281	130	25	al	al	PROPN
esutjss-281	130	26	.	.	PROPN
esutjss-281	130	27	,	,	PUNCT
esutjss-281	130	28	2024	2024	NUM
esutjss-281	130	29	)	)	PUNCT
esutjss-281	130	30	.	.	PUNCT
esutjss-281	131	1	ultimately	ultimately	ADV
esutjss-281	131	2	,	,	PUNCT
esutjss-281	131	3	fostering	foster	VERB
esutjss-281	131	4	an	an	DET
esutjss-281	131	5	environment	environment	NOUN
esutjss-281	131	6	where	where	SCONJ
esutjss-281	131	7	valid	valid	ADJ
esutjss-281	131	8	complaints	complaint	NOUN
esutjss-281	131	9	are	be	AUX
esutjss-281	131	10	welcomed	welcome	VERB
esutjss-281	131	11	and	and	CCONJ
esutjss-281	131	12	addressed	address	VERB
esutjss-281	131	13	,	,	PUNCT
esutjss-281	131	14	while	while	SCONJ
esutjss-281	131	15	also	also	ADV
esutjss-281	131	16	educating	educate	VERB
esutjss-281	131	17	customers	customer	NOUN
esutjss-281	131	18	on	on	ADP
esutjss-281	131	19	common	common	ADJ
esutjss-281	131	20	errors	error	NOUN
esutjss-281	131	21	,	,	PUNCT
esutjss-281	131	22	can	can	AUX
esutjss-281	131	23	lead	lead	VERB
esutjss-281	131	24	to	to	ADP
esutjss-281	131	25	an	an	DET
esutjss-281	131	26	improved	improved	ADJ
esutjss-281	131	27	overall	overall	ADJ
esutjss-281	131	28	customer	customer	NOUN
esutjss-281	131	29	experience	experience	NOUN
esutjss-281	131	30	.	.	PUNCT
esutjss-281	132	1	this	this	DET
esutjss-281	132	2	approach	approach	NOUN
esutjss-281	132	3	not	not	PART
esutjss-281	132	4	only	only	ADV
esutjss-281	132	5	aids	aid	NOUN
esutjss-281	132	6	in	in	ADP
esutjss-281	132	7	problem	problem	NOUN
esutjss-281	132	8	resolution	resolution	NOUN
esutjss-281	132	9	but	but	CCONJ
esutjss-281	132	10	also	also	ADV
esutjss-281	132	11	empowers	empower	VERB
esutjss-281	132	12	customers	customer	NOUN
esutjss-281	132	13	,	,	PUNCT
esutjss-281	132	14	giving	give	VERB
esutjss-281	132	15	them	they	PRON
esutjss-281	132	16	the	the	DET
esutjss-281	132	17	tools	tool	NOUN
esutjss-281	132	18	necessary	necessary	ADJ
esutjss-281	132	19	to	to	PART
esutjss-281	132	20	use	use	VERB
esutjss-281	132	21	products	product	NOUN
esutjss-281	132	22	effectively	effectively	ADV
esutjss-281	132	23	and	and	CCONJ
esutjss-281	132	24	navigate	navigate	VERB
esutjss-281	132	25	services	service	NOUN
esutjss-281	132	26	with	with	ADP
esutjss-281	132	27	confidence	confidence	NOUN
esutjss-281	132	28	.	.	PUNCT
esutjss-281	133	1	such	such	DET
esutjss-281	133	2	an	an	DET
esutjss-281	133	3	investment	investment	NOUN
esutjss-281	133	4	in	in	ADP
esutjss-281	133	5	customer	customer	NOUN
esutjss-281	133	6	relationship	relationship	NOUN
esutjss-281	133	7	management	management	NOUN
esutjss-281	133	8	is	be	AUX
esutjss-281	133	9	essential	essential	ADJ
esutjss-281	133	10	for	for	ADP
esutjss-281	133	11	long	long	ADJ
esutjss-281	133	12	-	-	PUNCT
esutjss-281	133	13	term	term	NOUN
esutjss-281	133	14	business	business	NOUN
esutjss-281	133	15	success	success	NOUN
esutjss-281	133	16	,	,	PUNCT
esutjss-281	133	17	207	207	NUM
esutjss-281	133	18	as	as	SCONJ
esutjss-281	133	19	it	it	PRON
esutjss-281	133	20	builds	build	VERB
esutjss-281	133	21	a	a	DET
esutjss-281	133	22	more	more	ADV
esutjss-281	133	23	robust	robust	ADJ
esutjss-281	133	24	connection	connection	NOUN
esutjss-281	133	25	between	between	ADP
esutjss-281	133	26	the	the	DET
esutjss-281	133	27	company	company	NOUN
esutjss-281	133	28	and	and	CCONJ
esutjss-281	133	29	its	its	PRON
esutjss-281	133	30	clientele	clientele	NOUN
esutjss-281	133	31	,	,	PUNCT
esutjss-281	133	32	transforming	transform	VERB
esutjss-281	133	33	grievances	grievance	NOUN
esutjss-281	133	34	into	into	ADP
esutjss-281	133	35	opportunities	opportunity	NOUN
esutjss-281	133	36	for	for	ADP
esutjss-281	133	37	engagement	engagement	NOUN
esutjss-281	133	38	and	and	CCONJ
esutjss-281	133	39	growth	growth	NOUN
esutjss-281	133	40	.	.	PUNCT
esutjss-281	134	1	when	when	SCONJ
esutjss-281	134	2	engaging	engage	VERB
esutjss-281	134	3	with	with	ADP
esutjss-281	134	4	products	product	NOUN
esutjss-281	134	5	and	and	CCONJ
esutjss-281	134	6	services	service	NOUN
esutjss-281	134	7	,	,	PUNCT
esutjss-281	134	8	customers	customer	NOUN
esutjss-281	134	9	often	often	ADV
esutjss-281	134	10	encounter	encounter	VERB
esutjss-281	134	11	challenges	challenge	NOUN
esutjss-281	134	12	that	that	PRON
esutjss-281	134	13	can	can	AUX
esutjss-281	134	14	stem	stem	VERB
esutjss-281	134	15	from	from	ADP
esutjss-281	134	16	misunderstandings	misunderstanding	NOUN
esutjss-281	134	17	or	or	CCONJ
esutjss-281	134	18	misapplications	misapplication	NOUN
esutjss-281	134	19	of	of	ADP
esutjss-281	134	20	what	what	PRON
esutjss-281	134	21	is	be	AUX
esutjss-281	134	22	offered	offer	VERB
esutjss-281	134	23	(	(	PUNCT
esutjss-281	134	24	greer	greer	PROPN
esutjss-281	134	25	,	,	PUNCT
esutjss-281	134	26	2015	2015	NUM
esutjss-281	134	27	)	)	PUNCT
esutjss-281	134	28	.	.	PUNCT
esutjss-281	135	1	a	a	DET
esutjss-281	135	2	prevalent	prevalent	ADJ
esutjss-281	135	3	mistake	mistake	NOUN
esutjss-281	135	4	among	among	ADP
esutjss-281	135	5	consumers	consumer	NOUN
esutjss-281	135	6	is	be	AUX
esutjss-281	135	7	the	the	DET
esutjss-281	135	8	misunderstanding	misunderstanding	NOUN
esutjss-281	135	9	of	of	ADP
esutjss-281	135	10	the	the	DET
esutjss-281	135	11	product	product	NOUN
esutjss-281	135	12	itself	itself	PRON
esutjss-281	135	13	,	,	PUNCT
esutjss-281	135	14	which	which	PRON
esutjss-281	135	15	can	can	AUX
esutjss-281	135	16	significantly	significantly	ADV
esutjss-281	135	17	skew	skew	VERB
esutjss-281	135	18	their	their	PRON
esutjss-281	135	19	expectations	expectation	NOUN
esutjss-281	135	20	and	and	CCONJ
esutjss-281	135	21	overall	overall	ADJ
esutjss-281	135	22	satisfaction	satisfaction	NOUN
esutjss-281	135	23	.	.	PUNCT
esutjss-281	136	1	for	for	ADP
esutjss-281	136	2	instance	instance	NOUN
esutjss-281	136	3	,	,	PUNCT
esutjss-281	136	4	customers	customer	NOUN
esutjss-281	136	5	may	may	AUX
esutjss-281	136	6	overlook	overlook	VERB
esutjss-281	136	7	crucial	crucial	ADJ
esutjss-281	136	8	details	detail	NOUN
esutjss-281	136	9	in	in	ADP
esutjss-281	136	10	product	product	NOUN
esutjss-281	136	11	descriptions	description	NOUN
esutjss-281	136	12	or	or	CCONJ
esutjss-281	136	13	fail	fail	VERB
esutjss-281	136	14	to	to	PART
esutjss-281	136	15	recognize	recognize	VERB
esutjss-281	136	16	the	the	DET
esutjss-281	136	17	unique	unique	ADJ
esutjss-281	136	18	features	feature	NOUN
esutjss-281	136	19	and	and	CCONJ
esutjss-281	136	20	limitations	limitation	NOUN
esutjss-281	136	21	of	of	ADP
esutjss-281	136	22	a	a	DET
esutjss-281	136	23	product	product	NOUN
esutjss-281	136	24	.	.	PUNCT
esutjss-281	137	1	this	this	PRON
esutjss-281	137	2	can	can	AUX
esutjss-281	137	3	happen	happen	VERB
esutjss-281	137	4	,	,	PUNCT
esutjss-281	137	5	for	for	ADP
esutjss-281	137	6	instance	instance	NOUN
esutjss-281	137	7	,	,	PUNCT
esutjss-281	137	8	with	with	ADP
esutjss-281	137	9	technology	technology	NOUN
esutjss-281	137	10	items	item	NOUN
esutjss-281	137	11	such	such	ADJ
esutjss-281	137	12	as	as	ADP
esutjss-281	137	13	smartphones	smartphone	NOUN
esutjss-281	137	14	or	or	CCONJ
esutjss-281	137	15	software	software	NOUN
esutjss-281	137	16	tools	tool	NOUN
esutjss-281	137	17	,	,	PUNCT
esutjss-281	137	18	where	where	SCONJ
esutjss-281	137	19	consumers	consumer	NOUN
esutjss-281	137	20	may	may	AUX
esutjss-281	137	21	assume	assume	VERB
esutjss-281	137	22	compatibility	compatibility	NOUN
esutjss-281	137	23	with	with	ADP
esutjss-281	137	24	existing	exist	VERB
esutjss-281	137	25	devices	device	NOUN
esutjss-281	137	26	or	or	CCONJ
esutjss-281	137	27	systems	system	NOUN
esutjss-281	137	28	based	base	VERB
esutjss-281	137	29	on	on	ADP
esutjss-281	137	30	superficial	superficial	ADJ
esutjss-281	137	31	marketing	marketing	NOUN
esutjss-281	137	32	representations	representation	NOUN
esutjss-281	137	33	rather	rather	ADV
esutjss-281	137	34	than	than	ADP
esutjss-281	137	35	digging	dig	VERB
esutjss-281	137	36	deeper	deeply	ADV
esutjss-281	137	37	into	into	ADP
esutjss-281	137	38	the	the	DET
esutjss-281	137	39	specifications	specification	NOUN
esutjss-281	137	40	or	or	CCONJ
esutjss-281	137	41	user	user	NOUN
esutjss-281	137	42	guides	guide	NOUN
esutjss-281	137	43	(	(	PUNCT
esutjss-281	137	44	lodoen	lodoen	PROPN
esutjss-281	137	45	,	,	PUNCT
esutjss-281	137	46	2024	2024	NUM
esutjss-281	137	47	)	)	PUNCT
esutjss-281	137	48	.	.	PUNCT
esutjss-281	138	1	consequently	consequently	ADV
esutjss-281	138	2	,	,	PUNCT
esutjss-281	138	3	when	when	SCONJ
esutjss-281	138	4	their	their	PRON
esutjss-281	138	5	expectations	expectation	NOUN
esutjss-281	138	6	are	be	AUX
esutjss-281	138	7	not	not	PART
esutjss-281	138	8	met	meet	VERB
esutjss-281	138	9	,	,	PUNCT
esutjss-281	138	10	it	it	PRON
esutjss-281	138	11	can	can	AUX
esutjss-281	138	12	lead	lead	VERB
esutjss-281	138	13	to	to	ADP
esutjss-281	138	14	disappointment	disappointment	NOUN
esutjss-281	138	15	,	,	PUNCT
esutjss-281	138	16	frustration	frustration	NOUN
esutjss-281	138	17	,	,	PUNCT
esutjss-281	138	18	and	and	CCONJ
esutjss-281	138	19	often	often	ADV
esutjss-281	138	20	a	a	DET
esutjss-281	138	21	misguided	misguided	ADJ
esutjss-281	138	22	perception	perception	NOUN
esutjss-281	138	23	of	of	ADP
esutjss-281	138	24	the	the	DET
esutjss-281	138	25	company	company	NOUN
esutjss-281	138	26	’s	’s	PART
esutjss-281	138	27	quality	quality	NOUN
esutjss-281	138	28	or	or	CCONJ
esutjss-281	138	29	customer	customer	NOUN
esutjss-281	138	30	service	service	NOUN
esutjss-281	138	31	.	.	PUNCT
esutjss-281	139	1	additionally	additionally	ADV
esutjss-281	139	2	,	,	PUNCT
esutjss-281	139	3	misuse	misuse	NOUN
esutjss-281	139	4	of	of	ADP
esutjss-281	139	5	services	service	NOUN
esutjss-281	139	6	is	be	AUX
esutjss-281	139	7	another	another	DET
esutjss-281	139	8	common	common	ADJ
esutjss-281	139	9	pitfall	pitfall	NOUN
esutjss-281	139	10	faced	face	VERB
esutjss-281	139	11	by	by	ADP
esutjss-281	139	12	consumers	consumer	NOUN
esutjss-281	139	13	.	.	PUNCT
esutjss-281	140	1	many	many	ADJ
esutjss-281	140	2	customers	customer	NOUN
esutjss-281	140	3	,	,	PUNCT
esutjss-281	140	4	especially	especially	ADV
esutjss-281	140	5	those	those	PRON
esutjss-281	140	6	less	less	ADV
esutjss-281	140	7	familiar	familiar	ADJ
esutjss-281	140	8	with	with	ADP
esutjss-281	140	9	a	a	DET
esutjss-281	140	10	particular	particular	ADJ
esutjss-281	140	11	service	service	NOUN
esutjss-281	140	12	,	,	PUNCT
esutjss-281	140	13	may	may	AUX
esutjss-281	140	14	engage	engage	VERB
esutjss-281	140	15	with	with	ADP
esutjss-281	140	16	it	it	PRON
esutjss-281	140	17	inappropriately	inappropriately	ADV
esutjss-281	140	18	due	due	ADP
esutjss-281	140	19	to	to	ADP
esutjss-281	140	20	a	a	DET
esutjss-281	140	21	lack	lack	NOUN
esutjss-281	140	22	of	of	ADP
esutjss-281	140	23	understanding	understanding	NOUN
esutjss-281	140	24	(	(	PUNCT
esutjss-281	140	25	greer	greer	NOUN
esutjss-281	140	26	,	,	PUNCT
esutjss-281	140	27	2015	2015	NUM
esutjss-281	140	28	)	)	PUNCT
esutjss-281	140	29	.	.	PUNCT
esutjss-281	141	1	take	take	VERB
esutjss-281	141	2	,	,	PUNCT
esutjss-281	141	3	for	for	ADP
esutjss-281	141	4	example	example	NOUN
esutjss-281	141	5	,	,	PUNCT
esutjss-281	141	6	subscription	subscription	NOUN
esutjss-281	141	7	based	base	VERB
esutjss-281	141	8	services	service	NOUN
esutjss-281	141	9	such	such	ADJ
esutjss-281	141	10	as	as	ADP
esutjss-281	141	11	streaming	streaming	NOUN
esutjss-281	141	12	platforms	platform	NOUN
esutjss-281	141	13	or	or	CCONJ
esutjss-281	141	14	software	software	NOUN
esutjss-281	141	15	applications	application	NOUN
esutjss-281	141	16	customers	customer	NOUN
esutjss-281	141	17	might	might	AUX
esutjss-281	141	18	not	not	PART
esutjss-281	141	19	be	be	AUX
esutjss-281	141	20	aware	aware	ADJ
esutjss-281	141	21	of	of	ADP
esutjss-281	141	22	certain	certain	ADJ
esutjss-281	141	23	features	feature	NOUN
esutjss-281	141	24	they	they	PRON
esutjss-281	141	25	are	be	AUX
esutjss-281	141	26	entitled	entitle	VERB
esutjss-281	141	27	to	to	PART
esutjss-281	141	28	use	use	VERB
esutjss-281	141	29	,	,	PUNCT
esutjss-281	141	30	leading	lead	VERB
esutjss-281	141	31	to	to	ADP
esutjss-281	141	32	suboptimal	suboptimal	ADJ
esutjss-281	141	33	utilization	utilization	NOUN
esutjss-281	141	34	that	that	PRON
esutjss-281	141	35	undermines	undermine	VERB
esutjss-281	141	36	the	the	DET
esutjss-281	141	37	intended	intend	VERB
esutjss-281	141	38	experience	experience	NOUN
esutjss-281	141	39	.	.	PUNCT
esutjss-281	142	1	this	this	PRON
esutjss-281	142	2	not	not	PART
esutjss-281	142	3	only	only	ADV
esutjss-281	142	4	diminishes	diminish	VERB
esutjss-281	142	5	their	their	PRON
esutjss-281	142	6	enjoyment	enjoyment	NOUN
esutjss-281	142	7	but	but	CCONJ
esutjss-281	142	8	can	can	AUX
esutjss-281	142	9	also	also	ADV
esutjss-281	142	10	lead	lead	VERB
esutjss-281	142	11	them	they	PRON
esutjss-281	142	12	to	to	PART
esutjss-281	142	13	prematurely	prematurely	ADV
esutjss-281	142	14	cancel	cancel	VERB
esutjss-281	142	15	services	service	NOUN
esutjss-281	142	16	they	they	PRON
esutjss-281	142	17	might	might	AUX
esutjss-281	142	18	have	have	AUX
esutjss-281	142	19	otherwise	otherwise	ADV
esutjss-281	142	20	enjoyed	enjoy	VERB
esutjss-281	142	21	had	have	AUX
esutjss-281	142	22	they	they	PRON
esutjss-281	142	23	fully	fully	ADV
esutjss-281	142	24	understood	understand	VERB
esutjss-281	142	25	how	how	SCONJ
esutjss-281	142	26	to	to	PART
esutjss-281	142	27	harness	harness	VERB
esutjss-281	142	28	their	their	PRON
esutjss-281	142	29	potential	potential	NOUN
esutjss-281	142	30	(	(	PUNCT
esutjss-281	142	31	inderst	inderst	PROPN
esutjss-281	142	32	&	&	CCONJ
esutjss-281	142	33	ottaviani	ottaviani	PROPN
esutjss-281	142	34	,	,	PUNCT
esutjss-281	142	35	2012	2012	NUM
esutjss-281	142	36	)	)	PUNCT
esutjss-281	142	37	.	.	PUNCT
esutjss-281	143	1	furthermore	furthermore	ADV
esutjss-281	143	2	,	,	PUNCT
esutjss-281	143	3	such	such	ADJ
esutjss-281	143	4	misuses	misuse	NOUN
esutjss-281	143	5	may	may	AUX
esutjss-281	143	6	also	also	ADV
esutjss-281	143	7	provoke	provoke	VERB
esutjss-281	143	8	unnecessary	unnecessary	ADJ
esutjss-281	143	9	complaints	complaint	NOUN
esutjss-281	143	10	directed	direct	VERB
esutjss-281	143	11	at	at	ADP
esutjss-281	143	12	customer	customer	NOUN
esutjss-281	143	13	support	support	NOUN
esutjss-281	143	14	,	,	PUNCT
esutjss-281	143	15	which	which	PRON
esutjss-281	143	16	can	can	AUX
esutjss-281	143	17	strain	strain	VERB
esutjss-281	143	18	resources	resource	NOUN
esutjss-281	143	19	and	and	CCONJ
esutjss-281	143	20	inadvertently	inadvertently	ADV
esutjss-281	143	21	detract	detract	VERB
esutjss-281	143	22	from	from	ADP
esutjss-281	143	23	the	the	DET
esutjss-281	143	24	service	service	NOUN
esutjss-281	143	25	’s	’s	PART
esutjss-281	143	26	overall	overall	ADJ
esutjss-281	143	27	value	value	NOUN
esutjss-281	143	28	proposition	proposition	NOUN
esutjss-281	143	29	.	.	PUNCT
esutjss-281	144	1	many	many	ADJ
esutjss-281	144	2	customers	customer	NOUN
esutjss-281	144	3	fail	fail	VERB
esutjss-281	144	4	to	to	PART
esutjss-281	144	5	recognize	recognize	VERB
esutjss-281	144	6	the	the	DET
esutjss-281	144	7	nuances	nuance	NOUN
esutjss-281	144	8	that	that	PRON
esutjss-281	144	9	differentiate	differentiate	VERB
esutjss-281	144	10	services	service	NOUN
esutjss-281	144	11	across	across	ADP
esutjss-281	144	12	various	various	ADJ
esutjss-281	144	13	providers	provider	NOUN
esutjss-281	144	14	within	within	ADP
esutjss-281	144	15	the	the	DET
esutjss-281	144	16	same	same	ADJ
esutjss-281	144	17	industry	industry	NOUN
esutjss-281	144	18	(	(	PUNCT
esutjss-281	144	19	cusumano	cusumano	NOUN
esutjss-281	144	20	et	et	PROPN
esutjss-281	144	21	al	al	PROPN
esutjss-281	144	22	.	.	PROPN
esutjss-281	144	23	,	,	PUNCT
esutjss-281	144	24	2015	2015	NUM
esutjss-281	144	25	)	)	PUNCT
esutjss-281	144	26	.	.	PUNCT
esutjss-281	145	1	for	for	ADP
esutjss-281	145	2	instance	instance	NOUN
esutjss-281	145	3	,	,	PUNCT
esutjss-281	145	4	someone	someone	PRON
esutjss-281	145	5	accustomed	accustomed	ADJ
esutjss-281	145	6	to	to	ADP
esutjss-281	145	7	the	the	DET
esutjss-281	145	8	amenities	amenity	NOUN
esutjss-281	145	9	of	of	ADP
esutjss-281	145	10	a	a	DET
esutjss-281	145	11	high	high	ADJ
esutjss-281	145	12	-	-	PUNCT
esutjss-281	145	13	end	end	NOUN
esutjss-281	145	14	hotel	hotel	NOUN
esutjss-281	145	15	chain	chain	NOUN
esutjss-281	145	16	may	may	AUX
esutjss-281	145	17	walk	walk	VERB
esutjss-281	145	18	into	into	ADP
esutjss-281	145	19	a	a	DET
esutjss-281	145	20	boutique	boutique	NOUN
esutjss-281	145	21	establishment	establishment	NOUN
esutjss-281	145	22	with	with	ADP
esutjss-281	145	23	similar	similar	ADJ
esutjss-281	145	24	expectations	expectation	NOUN
esutjss-281	145	25	,	,	PUNCT
esutjss-281	145	26	only	only	ADV
esutjss-281	145	27	to	to	PART
esutjss-281	145	28	feel	feel	VERB
esutjss-281	145	29	let	let	VERB
esutjss-281	145	30	down	down	ADP
esutjss-281	145	31	by	by	ADP
esutjss-281	145	32	what	what	PRON
esutjss-281	145	33	they	they	PRON
esutjss-281	145	34	perceive	perceive	VERB
esutjss-281	145	35	as	as	ADP
esutjss-281	145	36	a	a	DET
esutjss-281	145	37	lack	lack	NOUN
esutjss-281	145	38	of	of	ADP
esutjss-281	145	39	service	service	NOUN
esutjss-281	145	40	or	or	CCONJ
esutjss-281	145	41	amenities	amenity	NOUN
esutjss-281	145	42	.	.	PUNCT
esutjss-281	146	1	this	this	PRON
esutjss-281	146	2	can	can	AUX
esutjss-281	146	3	lead	lead	VERB
esutjss-281	146	4	to	to	ADP
esutjss-281	146	5	negative	negative	ADJ
esutjss-281	146	6	online	online	ADJ
esutjss-281	146	7	reviews	review	NOUN
esutjss-281	146	8	or	or	CCONJ
esutjss-281	146	9	word	word	NOUN
esutjss-281	146	10	-	-	PUNCT
esutjss-281	146	11	of	of	ADP
esutjss-281	146	12	-	-	PUNCT
esutjss-281	146	13	mouth	mouth	NOUN
esutjss-281	146	14	that	that	PRON
esutjss-281	146	15	can	can	AUX
esutjss-281	146	16	be	be	AUX
esutjss-281	146	17	detrimental	detrimental	ADJ
esutjss-281	146	18	to	to	ADP
esutjss-281	146	19	providers	provider	NOUN
esutjss-281	146	20	,	,	PUNCT
esutjss-281	146	21	despite	despite	SCONJ
esutjss-281	146	22	the	the	DET
esutjss-281	146	23	fact	fact	NOUN
esutjss-281	146	24	that	that	SCONJ
esutjss-281	146	25	the	the	DET
esutjss-281	146	26	dissatisfaction	dissatisfaction	NOUN
esutjss-281	146	27	arose	arise	VERB
esutjss-281	146	28	from	from	ADP
esutjss-281	146	29	a	a	DET
esutjss-281	146	30	fundamental	fundamental	ADJ
esutjss-281	146	31	misunderstanding	misunderstanding	NOUN
esutjss-281	146	32	of	of	ADP
esutjss-281	146	33	the	the	DET
esutjss-281	146	34	service	service	NOUN
esutjss-281	146	35	nature	nature	NOUN
esutjss-281	146	36	(	(	PUNCT
esutjss-281	146	37	antioco	antioco	PROPN
esutjss-281	146	38	&	&	CCONJ
esutjss-281	146	39	coussement	coussement	ADJ
esutjss-281	146	40	,	,	PUNCT
esutjss-281	146	41	2018	2018	NUM
esutjss-281	146	42	)	)	PUNCT
esutjss-281	146	43	.	.	PUNCT
esutjss-281	147	1	psychological	psychological	ADJ
esutjss-281	147	2	factors	factor	NOUN
esutjss-281	147	3	play	play	VERB
esutjss-281	147	4	a	a	DET
esutjss-281	147	5	significant	significant	ADJ
esutjss-281	147	6	role	role	NOUN
esutjss-281	147	7	in	in	ADP
esutjss-281	147	8	the	the	DET
esutjss-281	147	9	occurrence	occurrence	NOUN
esutjss-281	147	10	of	of	ADP
esutjss-281	147	11	errors	error	NOUN
esutjss-281	147	12	across	across	ADP
esutjss-281	147	13	various	various	ADJ
esutjss-281	147	14	domains	domain	NOUN
esutjss-281	147	15	,	,	PUNCT
esutjss-281	147	16	including	include	VERB
esutjss-281	147	17	decision	decision	NOUN
esutjss-281	147	18	-	-	PUNCT
esutjss-281	147	19	making	making	NOUN
esutjss-281	147	20	,	,	PUNCT
esutjss-281	147	21	performance	performance	NOUN
esutjss-281	147	22	in	in	ADP
esutjss-281	147	23	high	high	ADJ
esutjss-281	147	24	-	-	PUNCT
esutjss-281	147	25	stakes	stake	NOUN
esutjss-281	147	26	environments	environment	NOUN
esutjss-281	147	27	,	,	PUNCT
esutjss-281	147	28	and	and	CCONJ
esutjss-281	147	29	interpersonal	interpersonal	ADJ
esutjss-281	147	30	communications	communication	NOUN
esutjss-281	147	31	(	(	PUNCT
esutjss-281	147	32	mosier	mosier	PROPN
esutjss-281	147	33	&	&	CCONJ
esutjss-281	147	34	fischer	fischer	PROPN
esutjss-281	147	35	,	,	PUNCT
esutjss-281	147	36	2017	2017	NUM
esutjss-281	147	37	)	)	PUNCT
esutjss-281	147	38	.	.	PUNCT
esutjss-281	148	1	one	one	NUM
esutjss-281	148	2	of	of	ADP
esutjss-281	148	3	the	the	DET
esutjss-281	148	4	most	most	ADV
esutjss-281	148	5	critical	critical	ADJ
esutjss-281	148	6	psychological	psychological	ADJ
esutjss-281	148	7	components	component	NOUN
esutjss-281	148	8	is	be	AUX
esutjss-281	148	9	cognitive	cognitive	ADJ
esutjss-281	148	10	bias	bias	NOUN
esutjss-281	148	11	,	,	PUNCT
esutjss-281	148	12	which	which	PRON
esutjss-281	148	13	refers	refer	VERB
esutjss-281	148	14	to	to	ADP
esutjss-281	148	15	systematic	systematic	ADJ
esutjss-281	148	16	patterns	pattern	NOUN
esutjss-281	148	17	of	of	ADP
esutjss-281	148	18	deviation	deviation	NOUN
esutjss-281	148	19	from	from	ADP
esutjss-281	148	20	norm	norm	NOUN
esutjss-281	148	21	or	or	CCONJ
esutjss-281	148	22	rationality	rationality	NOUN
esutjss-281	148	23	in	in	ADP
esutjss-281	148	24	judgment	judgment	NOUN
esutjss-281	148	25	.	.	PUNCT
esutjss-281	149	1	for	for	ADP
esutjss-281	149	2	instance	instance	NOUN
esutjss-281	149	3	,	,	PUNCT
esutjss-281	149	4	confirmation	confirmation	NOUN
esutjss-281	149	5	bias	bias	NOUN
esutjss-281	149	6	can	can	AUX
esutjss-281	149	7	lead	lead	VERB
esutjss-281	149	8	individuals	individual	NOUN
esutjss-281	149	9	to	to	PART
esutjss-281	149	10	seek	seek	VERB
esutjss-281	149	11	or	or	CCONJ
esutjss-281	149	12	interpret	interpret	VERB
esutjss-281	149	13	evidence	evidence	NOUN
esutjss-281	149	14	in	in	ADP
esutjss-281	149	15	a	a	DET
esutjss-281	149	16	way	way	NOUN
esutjss-281	149	17	that	that	PRON
esutjss-281	149	18	confirms	confirm	VERB
esutjss-281	149	19	their	their	PRON
esutjss-281	149	20	pre	pre	ADJ
esutjss-281	149	21	-	-	ADJ
esutjss-281	149	22	existing	existing	ADJ
esutjss-281	149	23	beliefs	belief	NOUN
esutjss-281	149	24	while	while	SCONJ
esutjss-281	149	25	dismissing	dismiss	VERB
esutjss-281	149	26	information	information	NOUN
esutjss-281	149	27	that	that	PRON
esutjss-281	149	28	contradicts	contradict	VERB
esutjss-281	149	29	them	they	PRON
esutjss-281	149	30	.	.	PUNCT
esutjss-281	150	1	this	this	DET
esutjss-281	150	2	bias	bias	NOUN
esutjss-281	150	3	often	often	ADV
esutjss-281	150	4	results	result	VERB
esutjss-281	150	5	in	in	ADP
esutjss-281	150	6	errors	error	NOUN
esutjss-281	150	7	in	in	ADP
esutjss-281	150	8	reasoning	reasoning	NOUN
esutjss-281	150	9	that	that	PRON
esutjss-281	150	10	can	can	AUX
esutjss-281	150	11	escalate	escalate	VERB
esutjss-281	150	12	into	into	ADP
esutjss-281	150	13	more	more	ADV
esutjss-281	150	14	significant	significant	ADJ
esutjss-281	150	15	mistakes	mistake	NOUN
esutjss-281	150	16	,	,	PUNCT
esutjss-281	150	17	particularly	particularly	ADV
esutjss-281	150	18	in	in	ADP
esutjss-281	150	19	contexts	context	NOUN
esutjss-281	150	20	such	such	ADJ
esutjss-281	150	21	as	as	ADP
esutjss-281	150	22	policy	policy	NOUN
esutjss-281	150	23	-	-	PUNCT
esutjss-281	150	24	making	making	NOUN
esutjss-281	150	25	or	or	CCONJ
esutjss-281	150	26	clinical	clinical	ADJ
esutjss-281	150	27	diagnosis	diagnosis	NOUN
esutjss-281	150	28	where	where	SCONJ
esutjss-281	150	29	objective	objective	ADJ
esutjss-281	150	30	evidence	evidence	NOUN
esutjss-281	150	31	is	be	AUX
esutjss-281	150	32	paramount	paramount	ADJ
esutjss-281	150	33	(	(	PUNCT
esutjss-281	150	34	williamson	williamson	PROPN
esutjss-281	150	35	&	&	CCONJ
esutjss-281	150	36	prybutok	prybutok	PROPN
esutjss-281	150	37	,	,	PUNCT
esutjss-281	150	38	2024	2024	NUM
esutjss-281	150	39	)	)	PUNCT
esutjss-281	150	40	.	.	PUNCT
esutjss-281	151	1	moreover	moreover	ADV
esutjss-281	151	2	,	,	PUNCT
esutjss-281	151	3	stress	stress	NOUN
esutjss-281	151	4	and	and	CCONJ
esutjss-281	151	5	anxiety	anxiety	NOUN
esutjss-281	151	6	significantly	significantly	ADV
esutjss-281	151	7	impact	impact	VERB
esutjss-281	151	8	decision	decision	NOUN
esutjss-281	151	9	-	-	PUNCT
esutjss-281	151	10	making	make	VERB
esutjss-281	151	11	processes	process	NOUN
esutjss-281	151	12	and	and	CCONJ
esutjss-281	151	13	can	can	AUX
esutjss-281	151	14	induce	induce	VERB
esutjss-281	151	15	errors	error	NOUN
esutjss-281	151	16	.	.	PUNCT
esutjss-281	152	1	when	when	SCONJ
esutjss-281	152	2	individuals	individual	NOUN
esutjss-281	152	3	are	be	AUX
esutjss-281	152	4	under	under	ADP
esutjss-281	152	5	high	high	ADJ
esutjss-281	152	6	stress	stress	NOUN
esutjss-281	152	7	,	,	PUNCT
esutjss-281	152	8	cognitive	cognitive	ADJ
esutjss-281	152	9	capacities	capacity	NOUN
esutjss-281	152	10	can	can	AUX
esutjss-281	152	11	become	become	VERB
esutjss-281	152	12	compromised	compromise	VERB
esutjss-281	152	13	,	,	PUNCT
esutjss-281	152	14	leading	lead	VERB
esutjss-281	152	15	to	to	ADP
esutjss-281	152	16	hasty	hasty	ADJ
esutjss-281	152	17	or	or	CCONJ
esutjss-281	152	18	ill	ill	ADV
esutjss-281	152	19	-	-	PUNCT
esutjss-281	152	20	considered	consider	VERB
esutjss-281	152	21	choices	choice	NOUN
esutjss-281	152	22	.	.	PUNCT
esutjss-281	153	1	stress	stress	NOUN
esutjss-281	153	2	activates	activate	VERB
esutjss-281	153	3	the	the	DET
esutjss-281	153	4	body	body	NOUN
esutjss-281	153	5	's	's	PART
esutjss-281	153	6	fight	fight	NOUN
esutjss-281	153	7	-	-	PUNCT
esutjss-281	153	8	orflight	orflight	ADJ
esutjss-281	153	9	response	response	NOUN
esutjss-281	153	10	,	,	PUNCT
esutjss-281	153	11	which	which	PRON
esutjss-281	153	12	often	often	ADV
esutjss-281	153	13	prioritizes	prioritize	VERB
esutjss-281	153	14	immediate	immediate	ADJ
esutjss-281	153	15	survival	survival	NOUN
esutjss-281	153	16	over	over	ADP
esutjss-281	153	17	analytical	analytical	ADJ
esutjss-281	153	18	thinking	thinking	NOUN
esutjss-281	153	19	(	(	PUNCT
esutjss-281	153	20	dattner	dattner	NOUN
esutjss-281	153	21	,	,	PUNCT
esutjss-281	153	22	2012	2012	NUM
esutjss-281	153	23	)	)	PUNCT
esutjss-281	153	24	.	.	PUNCT
esutjss-281	154	1	for	for	ADP
esutjss-281	154	2	example	example	NOUN
esutjss-281	154	3	,	,	PUNCT
esutjss-281	154	4	in	in	ADP
esutjss-281	154	5	emergency	emergency	NOUN
esutjss-281	154	6	situations	situation	NOUN
esutjss-281	154	7	,	,	PUNCT
esutjss-281	154	8	operational	operational	ADJ
esutjss-281	154	9	personnel	personnel	NOUN
esutjss-281	154	10	may	may	AUX
esutjss-281	154	11	overlook	overlook	VERB
esutjss-281	154	12	critical	critical	ADJ
esutjss-281	154	13	details	detail	NOUN
esutjss-281	154	14	or	or	CCONJ
esutjss-281	154	15	fail	fail	VERB
esutjss-281	154	16	to	to	PART
esutjss-281	154	17	follow	follow	VERB
esutjss-281	154	18	established	establish	VERB
esutjss-281	154	19	protocols	protocol	NOUN
esutjss-281	154	20	,	,	PUNCT
esutjss-281	154	21	resulting	result	VERB
esutjss-281	154	22	in	in	ADP
esutjss-281	154	23	errors	error	NOUN
esutjss-281	154	24	that	that	PRON
esutjss-281	154	25	could	could	AUX
esutjss-281	154	26	have	have	VERB
esutjss-281	154	27	dire	dire	ADJ
esutjss-281	154	28	208	208	NUM
esutjss-281	154	29	consequences	consequence	NOUN
esutjss-281	154	30	.	.	PUNCT
esutjss-281	155	1	furthermore	furthermore	ADV
esutjss-281	155	2	,	,	PUNCT
esutjss-281	155	3	chronic	chronic	ADJ
esutjss-281	155	4	stress	stress	NOUN
esutjss-281	155	5	can	can	AUX
esutjss-281	155	6	lead	lead	VERB
esutjss-281	155	7	to	to	ADP
esutjss-281	155	8	burnout	burnout	NOUN
esutjss-281	155	9	,	,	PUNCT
esutjss-281	155	10	which	which	PRON
esutjss-281	155	11	depletes	deplete	VERB
esutjss-281	155	12	mental	mental	ADJ
esutjss-281	155	13	resources	resource	NOUN
esutjss-281	155	14	and	and	CCONJ
esutjss-281	155	15	reduces	reduce	VERB
esutjss-281	155	16	overall	overall	ADJ
esutjss-281	155	17	cognitive	cognitive	ADJ
esutjss-281	155	18	functioning	functioning	NOUN
esutjss-281	155	19	,	,	PUNCT
esutjss-281	155	20	making	make	VERB
esutjss-281	155	21	mistakes	mistake	NOUN
esutjss-281	155	22	more	more	ADV
esutjss-281	155	23	likely	likely	ADJ
esutjss-281	155	24	.	.	PUNCT
esutjss-281	156	1	another	another	DET
esutjss-281	156	2	psychological	psychological	ADJ
esutjss-281	156	3	factor	factor	NOUN
esutjss-281	156	4	is	be	AUX
esutjss-281	156	5	overconfidence	overconfidence	NOUN
esutjss-281	156	6	,	,	PUNCT
esutjss-281	156	7	which	which	PRON
esutjss-281	156	8	can	can	AUX
esutjss-281	156	9	result	result	VERB
esutjss-281	156	10	in	in	ADP
esutjss-281	156	11	inflated	inflated	ADJ
esutjss-281	156	12	perceptions	perception	NOUN
esutjss-281	156	13	of	of	ADP
esutjss-281	156	14	one	one	NOUN
esutjss-281	156	15	's	's	PART
esutjss-281	156	16	knowledge	knowledge	NOUN
esutjss-281	156	17	and	and	CCONJ
esutjss-281	156	18	abilities	ability	NOUN
esutjss-281	156	19	.	.	PUNCT
esutjss-281	157	1	this	this	DET
esutjss-281	157	2	phenomenon	phenomenon	NOUN
esutjss-281	157	3	is	be	AUX
esutjss-281	157	4	particularly	particularly	ADV
esutjss-281	157	5	evident	evident	ADJ
esutjss-281	157	6	in	in	ADP
esutjss-281	157	7	environments	environment	NOUN
esutjss-281	157	8	where	where	SCONJ
esutjss-281	157	9	individuals	individual	NOUN
esutjss-281	157	10	succeed	succeed	VERB
esutjss-281	157	11	frequently	frequently	ADV
esutjss-281	157	12	,	,	PUNCT
esutjss-281	157	13	potentially	potentially	ADV
esutjss-281	157	14	leading	lead	VERB
esutjss-281	157	15	them	they	PRON
esutjss-281	157	16	to	to	PART
esutjss-281	157	17	underestimate	underestimate	VERB
esutjss-281	157	18	risks	risk	NOUN
esutjss-281	157	19	and	and	CCONJ
esutjss-281	157	20	overestimate	overestimate	VERB
esutjss-281	157	21	their	their	PRON
esutjss-281	157	22	own	own	ADJ
esutjss-281	157	23	judgment	judgment	NOUN
esutjss-281	157	24	(	(	PUNCT
esutjss-281	157	25	moore	moore	PROPN
esutjss-281	157	26	&	&	CCONJ
esutjss-281	157	27	healy	healy	PROPN
esutjss-281	157	28	,	,	PUNCT
esutjss-281	157	29	2008	2008	NUM
esutjss-281	157	30	)	)	PUNCT
esutjss-281	157	31	.	.	PUNCT
esutjss-281	158	1	social	social	ADJ
esutjss-281	158	2	influences	influence	NOUN
esutjss-281	158	3	,	,	PUNCT
esutjss-281	158	4	including	include	VERB
esutjss-281	158	5	groupthink	groupthink	NOUN
esutjss-281	158	6	,	,	PUNCT
esutjss-281	158	7	also	also	ADV
esutjss-281	158	8	contribute	contribute	VERB
esutjss-281	158	9	to	to	ADP
esutjss-281	158	10	errors	error	NOUN
esutjss-281	158	11	in	in	ADP
esutjss-281	158	12	decision	decision	NOUN
esutjss-281	158	13	-	-	PUNCT
esutjss-281	158	14	making	making	NOUN
esutjss-281	158	15	.	.	PUNCT
esutjss-281	159	1	groupthink	groupthink	NOUN
esutjss-281	159	2	occurs	occur	VERB
esutjss-281	159	3	when	when	SCONJ
esutjss-281	159	4	a	a	DET
esutjss-281	159	5	cohesive	cohesive	ADJ
esutjss-281	159	6	group	group	NOUN
esutjss-281	159	7	prioritizes	prioritize	VERB
esutjss-281	159	8	consensus	consensus	NOUN
esutjss-281	159	9	over	over	ADP
esutjss-281	159	10	critical	critical	ADJ
esutjss-281	159	11	analysis	analysis	NOUN
esutjss-281	159	12	,	,	PUNCT
esutjss-281	159	13	leading	lead	VERB
esutjss-281	159	14	to	to	ADP
esutjss-281	159	15	suboptimal	suboptimal	ADJ
esutjss-281	159	16	and	and	CCONJ
esutjss-281	159	17	sometimes	sometimes	ADV
esutjss-281	159	18	disastrous	disastrous	ADJ
esutjss-281	159	19	outcomes	outcome	NOUN
esutjss-281	159	20	.	.	PUNCT
esutjss-281	160	1	in	in	ADP
esutjss-281	160	2	such	such	ADJ
esutjss-281	160	3	scenarios	scenario	NOUN
esutjss-281	160	4	,	,	PUNCT
esutjss-281	160	5	dissenting	dissent	VERB
esutjss-281	160	6	opinions	opinion	NOUN
esutjss-281	160	7	are	be	AUX
esutjss-281	160	8	often	often	ADV
esutjss-281	160	9	silenced	silence	VERB
esutjss-281	160	10	to	to	PART
esutjss-281	160	11	maintain	maintain	VERB
esutjss-281	160	12	harmony	harmony	NOUN
esutjss-281	160	13	,	,	PUNCT
esutjss-281	160	14	reducing	reduce	VERB
esutjss-281	160	15	the	the	DET
esutjss-281	160	16	likelihood	likelihood	NOUN
esutjss-281	160	17	of	of	ADP
esutjss-281	160	18	challenging	challenge	VERB
esutjss-281	160	19	prevailing	prevail	VERB
esutjss-281	160	20	assumptions	assumption	NOUN
esutjss-281	160	21	or	or	CCONJ
esutjss-281	160	22	exploring	explore	VERB
esutjss-281	160	23	alternative	alternative	ADJ
esutjss-281	160	24	strategies	strategy	NOUN
esutjss-281	160	25	(	(	PUNCT
esutjss-281	160	26	neubaum	neubaum	NOUN
esutjss-281	160	27	,	,	PUNCT
esutjss-281	160	28	2016	2016	NUM
esutjss-281	160	29	)	)	PUNCT
esutjss-281	160	30	.	.	PUNCT
esutjss-281	161	1	this	this	DET
esutjss-281	161	2	psychological	psychological	ADJ
esutjss-281	161	3	dynamic	dynamic	NOUN
esutjss-281	161	4	can	can	AUX
esutjss-281	161	5	result	result	VERB
esutjss-281	161	6	in	in	ADP
esutjss-281	161	7	significant	significant	ADJ
esutjss-281	161	8	errors	error	NOUN
esutjss-281	161	9	,	,	PUNCT
esutjss-281	161	10	particularly	particularly	ADV
esutjss-281	161	11	in	in	ADP
esutjss-281	161	12	corporate	corporate	ADJ
esutjss-281	161	13	environments	environment	NOUN
esutjss-281	161	14	,	,	PUNCT
esutjss-281	161	15	political	political	ADJ
esutjss-281	161	16	decision	decision	NOUN
esutjss-281	161	17	-	-	PUNCT
esutjss-281	161	18	making	making	NOUN
esutjss-281	161	19	,	,	PUNCT
esutjss-281	161	20	or	or	CCONJ
esutjss-281	161	21	any	any	DET
esutjss-281	161	22	setting	setting	NOUN
esutjss-281	161	23	where	where	SCONJ
esutjss-281	161	24	collaborative	collaborative	ADJ
esutjss-281	161	25	input	input	NOUN
esutjss-281	161	26	is	be	AUX
esutjss-281	161	27	crucial	crucial	ADJ
esutjss-281	161	28	.	.	PUNCT
esutjss-281	162	1	the	the	DET
esutjss-281	162	2	pressure	pressure	NOUN
esutjss-281	162	3	to	to	PART
esutjss-281	162	4	conform	conform	VERB
esutjss-281	162	5	can	can	AUX
esutjss-281	162	6	inhibit	inhibit	VERB
esutjss-281	162	7	individual	individual	ADJ
esutjss-281	162	8	critical	critical	ADJ
esutjss-281	162	9	thinking	thinking	NOUN
esutjss-281	162	10	and	and	CCONJ
esutjss-281	162	11	promote	promote	VERB
esutjss-281	162	12	misguided	misguided	ADJ
esutjss-281	162	13	group	group	NOUN
esutjss-281	162	14	actions	action	NOUN
esutjss-281	162	15	that	that	PRON
esutjss-281	162	16	may	may	AUX
esutjss-281	162	17	overlook	overlook	VERB
esutjss-281	162	18	essential	essential	ADJ
esutjss-281	162	19	data	datum	NOUN
esutjss-281	162	20	or	or	CCONJ
esutjss-281	162	21	ethical	ethical	ADJ
esutjss-281	162	22	considerations	consideration	NOUN
esutjss-281	162	23	.	.	PUNCT
esutjss-281	163	1	finally	finally	ADV
esutjss-281	163	2	,	,	PUNCT
esutjss-281	163	3	the	the	DET
esutjss-281	163	4	role	role	NOUN
esutjss-281	163	5	of	of	ADP
esutjss-281	163	6	emotional	emotional	ADJ
esutjss-281	163	7	state	state	NOUN
esutjss-281	163	8	can	can	AUX
esutjss-281	163	9	not	not	PART
esutjss-281	163	10	be	be	AUX
esutjss-281	163	11	overlooked	overlook	VERB
esutjss-281	163	12	as	as	SCONJ
esutjss-281	163	13	it	it	PRON
esutjss-281	163	14	directly	directly	ADV
esutjss-281	163	15	influences	influence	VERB
esutjss-281	163	16	cognitive	cognitive	ADJ
esutjss-281	163	17	processes	process	NOUN
esutjss-281	163	18	.	.	PUNCT
esutjss-281	164	1	positive	positive	ADJ
esutjss-281	164	2	emotions	emotion	NOUN
esutjss-281	164	3	may	may	AUX
esutjss-281	164	4	enhance	enhance	VERB
esutjss-281	164	5	creativity	creativity	NOUN
esutjss-281	164	6	and	and	CCONJ
esutjss-281	164	7	problem	problem	NOUN
esutjss-281	164	8	-	-	PUNCT
esutjss-281	164	9	solving	solve	VERB
esutjss-281	164	10	skills	skill	NOUN
esutjss-281	164	11	,	,	PUNCT
esutjss-281	164	12	while	while	SCONJ
esutjss-281	164	13	negative	negative	ADJ
esutjss-281	164	14	emotions	emotion	NOUN
esutjss-281	164	15	,	,	PUNCT
esutjss-281	164	16	such	such	ADJ
esutjss-281	164	17	as	as	ADP
esutjss-281	164	18	frustration	frustration	NOUN
esutjss-281	164	19	or	or	CCONJ
esutjss-281	164	20	anger	anger	NOUN
esutjss-281	164	21	,	,	PUNCT
esutjss-281	164	22	can	can	AUX
esutjss-281	164	23	impair	impair	VERB
esutjss-281	164	24	rational	rational	ADJ
esutjss-281	164	25	judgment	judgment	NOUN
esutjss-281	164	26	and	and	CCONJ
esutjss-281	164	27	increase	increase	VERB
esutjss-281	164	28	the	the	DET
esutjss-281	164	29	likelihood	likelihood	NOUN
esutjss-281	164	30	of	of	ADP
esutjss-281	164	31	errors	error	NOUN
esutjss-281	164	32	(	(	PUNCT
esutjss-281	164	33	newton	newton	PROPN
esutjss-281	164	34	,	,	PUNCT
esutjss-281	164	35	2013	2013	NUM
esutjss-281	164	36	)	)	PUNCT
esutjss-281	164	37	.	.	PUNCT
esutjss-281	165	1	emotional	emotional	ADJ
esutjss-281	165	2	regulation	regulation	NOUN
esutjss-281	165	3	is	be	AUX
esutjss-281	165	4	crucial	crucial	ADJ
esutjss-281	165	5	in	in	ADP
esutjss-281	165	6	high	high	ADJ
esutjss-281	165	7	-	-	PUNCT
esutjss-281	165	8	pressure	pressure	NOUN
esutjss-281	165	9	situations	situation	NOUN
esutjss-281	165	10	,	,	PUNCT
esutjss-281	165	11	and	and	CCONJ
esutjss-281	165	12	individuals	individual	NOUN
esutjss-281	165	13	who	who	PRON
esutjss-281	165	14	lack	lack	VERB
esutjss-281	165	15	effective	effective	ADJ
esutjss-281	165	16	coping	cope	VERB
esutjss-281	165	17	strategies	strategy	NOUN
esutjss-281	165	18	may	may	AUX
esutjss-281	165	19	find	find	VERB
esutjss-281	165	20	themselves	themselves	PRON
esutjss-281	165	21	making	make	VERB
esutjss-281	165	22	impulsive	impulsive	ADJ
esutjss-281	165	23	decisions	decision	NOUN
esutjss-281	165	24	based	base	VERB
esutjss-281	165	25	on	on	ADP
esutjss-281	165	26	their	their	PRON
esutjss-281	165	27	emotional	emotional	ADJ
esutjss-281	165	28	state	state	NOUN
esutjss-281	165	29	rather	rather	ADV
esutjss-281	165	30	than	than	ADP
esutjss-281	165	31	objective	objective	ADJ
esutjss-281	165	32	analysis	analysis	NOUN
esutjss-281	165	33	(	(	PUNCT
esutjss-281	165	34	liang	liang	PROPN
esutjss-281	165	35	et	et	PROPN
esutjss-281	165	36	al	al	PROPN
esutjss-281	165	37	.	.	PROPN
esutjss-281	165	38	,	,	PUNCT
esutjss-281	165	39	2024	2024	NUM
esutjss-281	165	40	)	)	PUNCT
esutjss-281	165	41	.	.	PUNCT
esutjss-281	166	1	thus	thus	ADV
esutjss-281	166	2	,	,	PUNCT
esutjss-281	166	3	understanding	understand	VERB
esutjss-281	166	4	the	the	DET
esutjss-281	166	5	interplay	interplay	NOUN
esutjss-281	166	6	between	between	ADP
esutjss-281	166	7	psychological	psychological	ADJ
esutjss-281	166	8	factors	factor	NOUN
esutjss-281	166	9	and	and	CCONJ
esutjss-281	166	10	decision	decision	NOUN
esutjss-281	166	11	-	-	PUNCT
esutjss-281	166	12	making	making	NOUN
esutjss-281	166	13	is	be	AUX
esutjss-281	166	14	essential	essential	ADJ
esutjss-281	166	15	for	for	ADP
esutjss-281	166	16	mitigating	mitigate	VERB
esutjss-281	166	17	errors	error	NOUN
esutjss-281	166	18	and	and	CCONJ
esutjss-281	166	19	enhancing	enhance	VERB
esutjss-281	166	20	performance	performance	NOUN
esutjss-281	166	21	across	across	ADP
esutjss-281	166	22	various	various	ADJ
esutjss-281	166	23	domains	domain	NOUN
esutjss-281	166	24	.	.	PUNCT
esutjss-281	167	1	continued	continue	VERB
esutjss-281	167	2	research	research	NOUN
esutjss-281	167	3	into	into	ADP
esutjss-281	167	4	these	these	DET
esutjss-281	167	5	psychological	psychological	ADJ
esutjss-281	167	6	underpinnings	underpinning	NOUN
esutjss-281	167	7	can	can	AUX
esutjss-281	167	8	provide	provide	VERB
esutjss-281	167	9	valuable	valuable	ADJ
esutjss-281	167	10	insights	insight	NOUN
esutjss-281	167	11	for	for	ADP
esutjss-281	167	12	training	training	NOUN
esutjss-281	167	13	programs	program	NOUN
esutjss-281	167	14	,	,	PUNCT
esutjss-281	167	15	decision	decision	NOUN
esutjss-281	167	16	-	-	PUNCT
esutjss-281	167	17	making	make	VERB
esutjss-281	167	18	frameworks	framework	NOUN
esutjss-281	167	19	,	,	PUNCT
esutjss-281	167	20	and	and	CCONJ
esutjss-281	167	21	strategies	strategy	NOUN
esutjss-281	167	22	to	to	PART
esutjss-281	167	23	foster	foster	VERB
esutjss-281	167	24	resilience	resilience	NOUN
esutjss-281	167	25	and	and	CCONJ
esutjss-281	167	26	adaptive	adaptive	ADJ
esutjss-281	167	27	thinking	thinking	NOUN
esutjss-281	167	28	in	in	ADP
esutjss-281	167	29	both	both	CCONJ
esutjss-281	167	30	personal	personal	ADJ
esutjss-281	167	31	and	and	CCONJ
esutjss-281	167	32	professional	professional	ADJ
esutjss-281	167	33	contexts	contexts	NOUN
esutjss-281	167	34	.	.	PUNCT
esutjss-281	168	1	impacts	impact	NOUN
esutjss-281	168	2	of	of	ADP
esutjss-281	168	3	banks	bank	NOUN
esutjss-281	168	4	customers	customer	NOUN
esutjss-281	168	5	’	'	PUNCT
esutjss-281	168	6	complaints	complaint	VERB
esutjss-281	168	7	customers	customer	NOUN
esutjss-281	168	8	’	'	PUNCT
esutjss-281	168	9	complaints	complaint	NOUN
esutjss-281	168	10	can	can	AUX
esutjss-281	168	11	affect	affect	VERB
esutjss-281	168	12	customer	customer	NOUN
esutjss-281	168	13	satisfaction	satisfaction	NOUN
esutjss-281	168	14	and	and	CCONJ
esutjss-281	168	15	loyalty	loyalty	NOUN
esutjss-281	168	16	.	.	PUNCT
esutjss-281	169	1	this	this	PRON
esutjss-281	169	2	is	be	AUX
esutjss-281	169	3	a	a	DET
esutjss-281	169	4	multifaceted	multifaceted	ADJ
esutjss-281	169	5	dynamic	dynamic	NOUN
esutjss-281	169	6	that	that	PRON
esutjss-281	169	7	can	can	AUX
esutjss-281	169	8	significantly	significantly	ADV
esutjss-281	169	9	influence	influence	VERB
esutjss-281	169	10	a	a	DET
esutjss-281	169	11	business	business	NOUN
esutjss-281	169	12	's	's	PART
esutjss-281	169	13	reputation	reputation	NOUN
esutjss-281	169	14	and	and	CCONJ
esutjss-281	169	15	long	long	ADJ
esutjss-281	169	16	-	-	PUNCT
esutjss-281	169	17	term	term	NOUN
esutjss-281	169	18	success	success	NOUN
esutjss-281	169	19	.	.	PUNCT
esutjss-281	170	1	at	at	ADP
esutjss-281	170	2	its	its	PRON
esutjss-281	170	3	core	core	NOUN
esutjss-281	170	4	,	,	PUNCT
esutjss-281	170	5	customer	customer	NOUN
esutjss-281	170	6	complaints	complaint	NOUN
esutjss-281	170	7	provide	provide	VERB
esutjss-281	170	8	invaluable	invaluable	ADJ
esutjss-281	170	9	insights	insight	NOUN
esutjss-281	170	10	into	into	ADP
esutjss-281	170	11	the	the	DET
esutjss-281	170	12	perceptions	perception	NOUN
esutjss-281	170	13	and	and	CCONJ
esutjss-281	170	14	experiences	experience	NOUN
esutjss-281	170	15	of	of	ADP
esutjss-281	170	16	a	a	DET
esutjss-281	170	17	company	company	NOUN
esutjss-281	170	18	's	's	PART
esutjss-281	170	19	clientele	clientele	NOUN
esutjss-281	170	20	.	.	PUNCT
esutjss-281	171	1	rather	rather	ADV
esutjss-281	171	2	than	than	ADP
esutjss-281	171	3	viewing	view	VERB
esutjss-281	171	4	complaints	complaint	NOUN
esutjss-281	171	5	solely	solely	ADV
esutjss-281	171	6	as	as	ADP
esutjss-281	171	7	negative	negative	ADJ
esutjss-281	171	8	feedback	feedback	NOUN
esutjss-281	171	9	,	,	PUNCT
esutjss-281	171	10	organizations	organization	NOUN
esutjss-281	171	11	that	that	PRON
esutjss-281	171	12	embrace	embrace	VERB
esutjss-281	171	13	them	they	PRON
esutjss-281	171	14	as	as	ADP
esutjss-281	171	15	opportunities	opportunity	NOUN
esutjss-281	171	16	for	for	ADP
esutjss-281	171	17	growth	growth	NOUN
esutjss-281	171	18	can	can	AUX
esutjss-281	171	19	cultivate	cultivate	VERB
esutjss-281	171	20	stronger	strong	ADJ
esutjss-281	171	21	relationships	relationship	NOUN
esutjss-281	171	22	with	with	ADP
esutjss-281	171	23	their	their	PRON
esutjss-281	171	24	customers	customer	NOUN
esutjss-281	171	25	.	.	PUNCT
esutjss-281	172	1	when	when	SCONJ
esutjss-281	172	2	customers	customer	NOUN
esutjss-281	172	3	voice	voice	VERB
esutjss-281	172	4	their	their	PRON
esutjss-281	172	5	grievances	grievance	NOUN
esutjss-281	172	6	,	,	PUNCT
esutjss-281	172	7	they	they	PRON
esutjss-281	172	8	are	be	AUX
esutjss-281	172	9	essentially	essentially	ADV
esutjss-281	172	10	signalling	signal	VERB
esutjss-281	172	11	areas	area	NOUN
esutjss-281	172	12	that	that	PRON
esutjss-281	172	13	require	require	VERB
esutjss-281	172	14	attention	attention	NOUN
esutjss-281	172	15	or	or	CCONJ
esutjss-281	172	16	improvement	improvement	NOUN
esutjss-281	172	17	,	,	PUNCT
esutjss-281	172	18	and	and	CCONJ
esutjss-281	172	19	how	how	SCONJ
esutjss-281	172	20	a	a	DET
esutjss-281	172	21	business	business	NOUN
esutjss-281	172	22	responds	respond	VERB
esutjss-281	172	23	to	to	ADP
esutjss-281	172	24	these	these	DET
esutjss-281	172	25	complaints	complaint	NOUN
esutjss-281	172	26	can	can	AUX
esutjss-281	172	27	ultimately	ultimately	ADV
esutjss-281	172	28	shape	shape	VERB
esutjss-281	172	29	customer	customer	NOUN
esutjss-281	172	30	satisfaction	satisfaction	NOUN
esutjss-281	172	31	levels	level	NOUN
esutjss-281	172	32	.	.	PUNCT
esutjss-281	173	1	a	a	DET
esutjss-281	173	2	responsive	responsive	ADJ
esutjss-281	173	3	and	and	CCONJ
esutjss-281	173	4	empathetic	empathetic	ADJ
esutjss-281	173	5	approach	approach	NOUN
esutjss-281	173	6	to	to	ADP
esutjss-281	173	7	handling	handle	VERB
esutjss-281	173	8	complaints	complaint	NOUN
esutjss-281	173	9	can	can	AUX
esutjss-281	173	10	transform	transform	VERB
esutjss-281	173	11	a	a	DET
esutjss-281	173	12	potentially	potentially	ADV
esutjss-281	173	13	damaging	damaging	ADJ
esutjss-281	173	14	situation	situation	NOUN
esutjss-281	173	15	into	into	ADP
esutjss-281	173	16	a	a	DET
esutjss-281	173	17	powerful	powerful	ADJ
esutjss-281	173	18	loyalty	loyalty	NOUN
esutjss-281	173	19	-	-	PUNCT
esutjss-281	173	20	building	building	NOUN
esutjss-281	173	21	opportunity	opportunity	NOUN
esutjss-281	173	22	(	(	PUNCT
esutjss-281	173	23	rane	rane	PROPN
esutjss-281	173	24	et	et	PROPN
esutjss-281	173	25	al	al	PROPN
esutjss-281	173	26	.	.	PROPN
esutjss-281	173	27	,	,	PUNCT
esutjss-281	173	28	2023	2023	NUM
esutjss-281	173	29	)	)	PUNCT
esutjss-281	173	30	.	.	PUNCT
esutjss-281	174	1	when	when	SCONJ
esutjss-281	174	2	customers	customer	NOUN
esutjss-281	174	3	perceive	perceive	VERB
esutjss-281	174	4	that	that	SCONJ
esutjss-281	174	5	their	their	PRON
esutjss-281	174	6	concerns	concern	NOUN
esutjss-281	174	7	are	be	AUX
esutjss-281	174	8	taken	take	VERB
esutjss-281	174	9	seriously	seriously	ADV
esutjss-281	174	10	and	and	CCONJ
esutjss-281	174	11	addressed	address	VERB
esutjss-281	174	12	with	with	ADP
esutjss-281	174	13	urgency	urgency	NOUN
esutjss-281	174	14	,	,	PUNCT
esutjss-281	174	15	it	it	PRON
esutjss-281	174	16	fosters	foster	VERB
esutjss-281	174	17	a	a	DET
esutjss-281	174	18	sense	sense	NOUN
esutjss-281	174	19	of	of	ADP
esutjss-281	174	20	trust	trust	NOUN
esutjss-281	174	21	and	and	CCONJ
esutjss-281	174	22	respect	respect	NOUN
esutjss-281	174	23	.	.	PUNCT
esutjss-281	175	1	this	this	DET
esutjss-281	175	2	responsiveness	responsiveness	NOUN
esutjss-281	175	3	can	can	AUX
esutjss-281	175	4	lead	lead	VERB
esutjss-281	175	5	to	to	ADP
esutjss-281	175	6	what	what	PRON
esutjss-281	175	7	is	be	AUX
esutjss-281	175	8	commonly	commonly	ADV
esutjss-281	175	9	known	know	VERB
esutjss-281	175	10	as	as	ADP
esutjss-281	175	11	"	"	PUNCT
esutjss-281	175	12	service	service	NOUN
esutjss-281	175	13	recovery	recovery	NOUN
esutjss-281	175	14	,	,	PUNCT
esutjss-281	175	15	"	"	PUNCT
esutjss-281	175	16	where	where	SCONJ
esutjss-281	175	17	effectively	effectively	ADV
esutjss-281	175	18	addressing	address	VERB
esutjss-281	175	19	a	a	DET
esutjss-281	175	20	complaint	complaint	NOUN
esutjss-281	175	21	can	can	AUX
esutjss-281	175	22	not	not	PART
esutjss-281	175	23	only	only	ADV
esutjss-281	175	24	restore	restore	VERB
esutjss-281	175	25	satisfaction	satisfaction	NOUN
esutjss-281	175	26	but	but	CCONJ
esutjss-281	175	27	even	even	ADV
esutjss-281	175	28	enhance	enhance	VERB
esutjss-281	175	29	it	it	PRON
esutjss-281	175	30	beyond	beyond	ADP
esutjss-281	175	31	previous	previous	ADJ
esutjss-281	175	32	levels	level	NOUN
esutjss-281	175	33	(	(	PUNCT
esutjss-281	175	34	liu	liu	PROPN
esutjss-281	175	35	et	et	PROPN
esutjss-281	175	36	al	al	PROPN
esutjss-281	175	37	.	.	PROPN
esutjss-281	175	38	,	,	PUNCT
esutjss-281	175	39	2019	2019	NUM
esutjss-281	175	40	)	)	PUNCT
esutjss-281	175	41	.	.	PUNCT
esutjss-281	176	1	such	such	ADJ
esutjss-281	176	2	positive	positive	ADJ
esutjss-281	176	3	resolutions	resolution	NOUN
esutjss-281	176	4	can	can	AUX
esutjss-281	176	5	create	create	VERB
esutjss-281	176	6	a	a	DET
esutjss-281	176	7	lasting	last	VERB
esutjss-281	176	8	impression	impression	NOUN
esutjss-281	176	9	,	,	PUNCT
esutjss-281	176	10	encouraging	encourage	VERB
esutjss-281	176	11	customers	customer	NOUN
esutjss-281	176	12	to	to	PART
esutjss-281	176	13	remain	remain	VERB
esutjss-281	176	14	loyal	loyal	ADJ
esutjss-281	176	15	despite	despite	SCONJ
esutjss-281	176	16	previous	previous	ADJ
esutjss-281	176	17	issues	issue	NOUN
esutjss-281	176	18	,	,	PUNCT
esutjss-281	176	19	and	and	CCONJ
esutjss-281	176	20	thus	thus	ADV
esutjss-281	176	21	counterbalancing	counterbalance	VERB
esutjss-281	176	22	any	any	DET
esutjss-281	176	23	dissatisfaction	dissatisfaction	NOUN
esutjss-281	176	24	they	they	PRON
esutjss-281	176	25	may	may	AUX
esutjss-281	176	26	have	have	AUX
esutjss-281	176	27	initially	initially	ADV
esutjss-281	176	28	felt	feel	VERB
esutjss-281	176	29	.	.	PUNCT
esutjss-281	177	1	209	209	NUM
esutjss-281	177	2	moreover	moreover	ADV
esutjss-281	177	3	,	,	PUNCT
esutjss-281	177	4	the	the	DET
esutjss-281	177	5	way	way	NOUN
esutjss-281	177	6	a	a	DET
esutjss-281	177	7	business	business	NOUN
esutjss-281	177	8	handles	handle	VERB
esutjss-281	177	9	complaints	complaint	NOUN
esutjss-281	177	10	can	can	AUX
esutjss-281	177	11	significantly	significantly	ADV
esutjss-281	177	12	influence	influence	VERB
esutjss-281	177	13	customer	customer	NOUN
esutjss-281	177	14	expectations	expectation	NOUN
esutjss-281	177	15	and	and	CCONJ
esutjss-281	177	16	perceptions	perception	NOUN
esutjss-281	177	17	of	of	ADP
esutjss-281	177	18	value	value	NOUN
esutjss-281	177	19	(	(	PUNCT
esutjss-281	177	20	stevens	stevens	PROPN
esutjss-281	177	21	et	et	PROPN
esutjss-281	177	22	al	al	PROPN
esutjss-281	177	23	.	.	PROPN
esutjss-281	177	24	,	,	PUNCT
esutjss-281	177	25	2018	2018	NUM
esutjss-281	177	26	)	)	PUNCT
esutjss-281	177	27	.	.	PUNCT
esutjss-281	178	1	in	in	ADP
esutjss-281	178	2	the	the	DET
esutjss-281	178	3	digital	digital	ADJ
esutjss-281	178	4	age	age	NOUN
esutjss-281	178	5	,	,	PUNCT
esutjss-281	178	6	where	where	SCONJ
esutjss-281	178	7	information	information	NOUN
esutjss-281	178	8	spreads	spread	VERB
esutjss-281	178	9	rapidly	rapidly	ADV
esutjss-281	178	10	and	and	CCONJ
esutjss-281	178	11	consumers	consumer	NOUN
esutjss-281	178	12	often	often	ADV
esutjss-281	178	13	share	share	VERB
esutjss-281	178	14	their	their	PRON
esutjss-281	178	15	experiences	experience	NOUN
esutjss-281	178	16	on	on	ADP
esutjss-281	178	17	social	social	ADJ
esutjss-281	178	18	media	medium	NOUN
esutjss-281	178	19	and	and	CCONJ
esutjss-281	178	20	online	online	ADJ
esutjss-281	178	21	review	review	NOUN
esutjss-281	178	22	sites	site	NOUN
esutjss-281	178	23	,	,	PUNCT
esutjss-281	178	24	the	the	DET
esutjss-281	178	25	public	public	ADJ
esutjss-281	178	26	nature	nature	NOUN
esutjss-281	178	27	of	of	ADP
esutjss-281	178	28	complaints	complaint	NOUN
esutjss-281	178	29	makes	make	VERB
esutjss-281	178	30	it	it	PRON
esutjss-281	178	31	crucial	crucial	ADJ
esutjss-281	178	32	for	for	SCONJ
esutjss-281	178	33	companies	company	NOUN
esutjss-281	178	34	to	to	PART
esutjss-281	178	35	manage	manage	VERB
esutjss-281	178	36	them	they	PRON
esutjss-281	178	37	adeptly	adeptly	ADV
esutjss-281	178	38	.	.	PUNCT
esutjss-281	179	1	a	a	DET
esutjss-281	179	2	single	single	ADJ
esutjss-281	179	3	neglected	neglect	VERB
esutjss-281	179	4	complaint	complaint	NOUN
esutjss-281	179	5	not	not	PART
esutjss-281	179	6	only	only	ADV
esutjss-281	179	7	affects	affect	VERB
esutjss-281	179	8	the	the	DET
esutjss-281	179	9	individual	individual	ADJ
esutjss-281	179	10	customer	customer	NOUN
esutjss-281	179	11	's	's	PART
esutjss-281	179	12	relationship	relationship	NOUN
esutjss-281	179	13	with	with	ADP
esutjss-281	179	14	the	the	DET
esutjss-281	179	15	business	business	NOUN
esutjss-281	179	16	but	but	CCONJ
esutjss-281	179	17	can	can	AUX
esutjss-281	179	18	also	also	ADV
esutjss-281	179	19	sway	sway	VERB
esutjss-281	179	20	potential	potential	ADJ
esutjss-281	179	21	customers	customer	NOUN
esutjss-281	179	22	who	who	PRON
esutjss-281	179	23	may	may	AUX
esutjss-281	179	24	come	come	VERB
esutjss-281	179	25	across	across	ADP
esutjss-281	179	26	negative	negative	ADJ
esutjss-281	179	27	reviews	review	NOUN
esutjss-281	179	28	(	(	PUNCT
esutjss-281	179	29	popelnukha	popelnukha	NOUN
esutjss-281	179	30	et	et	PROPN
esutjss-281	179	31	al	al	PROPN
esutjss-281	179	32	.	.	PROPN
esutjss-281	179	33	,	,	PUNCT
esutjss-281	179	34	2021	2021	NUM
esutjss-281	179	35	)	)	PUNCT
esutjss-281	179	36	.	.	PUNCT
esutjss-281	180	1	in	in	ADP
esutjss-281	180	2	terms	term	NOUN
esutjss-281	180	3	of	of	ADP
esutjss-281	180	4	loyalty	loyalty	NOUN
esutjss-281	180	5	,	,	PUNCT
esutjss-281	180	6	the	the	DET
esutjss-281	180	7	emotional	emotional	ADJ
esutjss-281	180	8	connection	connection	NOUN
esutjss-281	180	9	that	that	PRON
esutjss-281	180	10	develops	develop	VERB
esutjss-281	180	11	during	during	ADP
esutjss-281	180	12	effective	effective	ADJ
esutjss-281	180	13	complaint	complaint	NOUN
esutjss-281	180	14	resolution	resolution	NOUN
esutjss-281	180	15	can	can	AUX
esutjss-281	180	16	not	not	PART
esutjss-281	180	17	be	be	AUX
esutjss-281	180	18	understated	understate	VERB
esutjss-281	180	19	(	(	PUNCT
esutjss-281	180	20	rane	rane	PROPN
esutjss-281	180	21	et	et	PROPN
esutjss-281	180	22	al	al	PROPN
esutjss-281	180	23	.	.	PROPN
esutjss-281	180	24	,	,	PUNCT
esutjss-281	180	25	2023	2023	NUM
esutjss-281	180	26	)	)	PUNCT
esutjss-281	180	27	.	.	PUNCT
esutjss-281	181	1	customers	customer	NOUN
esutjss-281	181	2	often	often	ADV
esutjss-281	181	3	develop	develop	VERB
esutjss-281	181	4	a	a	DET
esutjss-281	181	5	relationship	relationship	NOUN
esutjss-281	181	6	with	with	ADP
esutjss-281	181	7	brands	brand	NOUN
esutjss-281	181	8	based	base	VERB
esutjss-281	181	9	on	on	ADP
esutjss-281	181	10	how	how	SCONJ
esutjss-281	181	11	they	they	PRON
esutjss-281	181	12	feel	feel	VERB
esutjss-281	181	13	treated	treat	VERB
esutjss-281	181	14	,	,	PUNCT
esutjss-281	181	15	especially	especially	ADV
esutjss-281	181	16	during	during	ADP
esutjss-281	181	17	difficult	difficult	ADJ
esutjss-281	181	18	situations	situation	NOUN
esutjss-281	181	19	.	.	PUNCT
esutjss-281	182	1	those	those	PRON
esutjss-281	182	2	who	who	PRON
esutjss-281	182	3	experience	experience	VERB
esutjss-281	182	4	a	a	DET
esutjss-281	182	5	well	well	ADV
esutjss-281	182	6	-	-	PUNCT
esutjss-281	182	7	handled	handle	VERB
esutjss-281	182	8	resolution	resolution	NOUN
esutjss-281	182	9	are	be	AUX
esutjss-281	182	10	more	more	ADV
esutjss-281	182	11	inclined	inclined	ADJ
esutjss-281	182	12	to	to	PART
esutjss-281	182	13	share	share	VERB
esutjss-281	182	14	their	their	PRON
esutjss-281	182	15	positive	positive	ADJ
esutjss-281	182	16	experiences	experience	NOUN
esutjss-281	182	17	,	,	PUNCT
esutjss-281	182	18	leading	lead	VERB
esutjss-281	182	19	to	to	ADP
esutjss-281	182	20	word	word	NOUN
esutjss-281	182	21	-	-	PUNCT
esutjss-281	182	22	of	of	ADP
esutjss-281	182	23	-	-	PUNCT
esutjss-281	182	24	mouth	mouth	NOUN
esutjss-281	182	25	referrals	referral	NOUN
esutjss-281	182	26	and	and	CCONJ
esutjss-281	182	27	repeat	repeat	NOUN
esutjss-281	182	28	business	business	NOUN
esutjss-281	182	29	.	.	PUNCT
esutjss-281	183	1	also	also	ADV
esutjss-281	183	2	,	,	PUNCT
esutjss-281	183	3	businesses	business	NOUN
esutjss-281	183	4	that	that	PRON
esutjss-281	183	5	systematically	systematically	ADV
esutjss-281	183	6	analyse	analyse	VERB
esutjss-281	183	7	complaints	complaint	NOUN
esutjss-281	183	8	can	can	AUX
esutjss-281	183	9	use	use	VERB
esutjss-281	183	10	this	this	DET
esutjss-281	183	11	data	datum	NOUN
esutjss-281	183	12	to	to	PART
esutjss-281	183	13	refine	refine	VERB
esutjss-281	183	14	their	their	PRON
esutjss-281	183	15	processes	process	NOUN
esutjss-281	183	16	,	,	PUNCT
esutjss-281	183	17	products	product	NOUN
esutjss-281	183	18	,	,	PUNCT
esutjss-281	183	19	and	and	CCONJ
esutjss-281	183	20	overall	overall	ADJ
esutjss-281	183	21	service	service	NOUN
esutjss-281	183	22	delivery	delivery	NOUN
esutjss-281	183	23	(	(	PUNCT
esutjss-281	183	24	akter	akter	NOUN
esutjss-281	183	25	et	et	PROPN
esutjss-281	183	26	al	al	PROPN
esutjss-281	183	27	.	.	PROPN
esutjss-281	183	28	,	,	PUNCT
esutjss-281	183	29	2019	2019	NUM
esutjss-281	183	30	)	)	PUNCT
esutjss-281	183	31	.	.	PUNCT
esutjss-281	184	1	by	by	ADP
esutjss-281	184	2	leveraging	leverage	VERB
esutjss-281	184	3	complaints	complaint	NOUN
esutjss-281	184	4	to	to	PART
esutjss-281	184	5	identify	identify	VERB
esutjss-281	184	6	trends	trend	NOUN
esutjss-281	184	7	and	and	CCONJ
esutjss-281	184	8	recurring	recur	VERB
esutjss-281	184	9	issues	issue	NOUN
esutjss-281	184	10	,	,	PUNCT
esutjss-281	184	11	organizations	organization	NOUN
esutjss-281	184	12	can	can	AUX
esutjss-281	184	13	pre	pre	VERB
esutjss-281	184	14	-	-	ADJ
esutjss-281	184	15	emptively	emptively	ADV
esutjss-281	184	16	address	address	NOUN
esutjss-281	184	17	these	these	DET
esutjss-281	184	18	concerns	concern	NOUN
esutjss-281	184	19	before	before	SCONJ
esutjss-281	184	20	they	they	PRON
esutjss-281	184	21	impact	impact	VERB
esutjss-281	184	22	wider	wide	ADJ
esutjss-281	184	23	customer	customer	NOUN
esutjss-281	184	24	segments	segment	NOUN
esutjss-281	184	25	.	.	PUNCT
esutjss-281	185	1	rane	rane	PROPN
esutjss-281	185	2	et	et	PROPN
esutjss-281	185	3	al	al	PROPN
esutjss-281	185	4	.	.	PROPN
esutjss-281	186	1	(	(	PUNCT
esutjss-281	186	2	2023	2023	NUM
esutjss-281	186	3	)	)	PUNCT
esutjss-281	186	4	confirmed	confirm	VERB
esutjss-281	186	5	that	that	SCONJ
esutjss-281	186	6	this	this	DET
esutjss-281	186	7	proactive	proactive	ADJ
esutjss-281	186	8	approach	approach	NOUN
esutjss-281	186	9	not	not	PART
esutjss-281	186	10	only	only	ADV
esutjss-281	186	11	enhances	enhance	VERB
esutjss-281	186	12	customer	customer	NOUN
esutjss-281	186	13	satisfaction	satisfaction	NOUN
esutjss-281	186	14	by	by	ADP
esutjss-281	186	15	improving	improve	VERB
esutjss-281	186	16	the	the	DET
esutjss-281	186	17	quality	quality	NOUN
esutjss-281	186	18	of	of	ADP
esutjss-281	186	19	the	the	DET
esutjss-281	186	20	customer	customer	NOUN
esutjss-281	186	21	experience	experience	NOUN
esutjss-281	186	22	but	but	CCONJ
esutjss-281	186	23	also	also	ADV
esutjss-281	186	24	leads	lead	VERB
esutjss-281	186	25	to	to	ADP
esutjss-281	186	26	increased	increase	VERB
esutjss-281	186	27	loyalty	loyalty	NOUN
esutjss-281	186	28	as	as	SCONJ
esutjss-281	186	29	customers	customer	NOUN
esutjss-281	186	30	perceive	perceive	VERB
esutjss-281	186	31	that	that	SCONJ
esutjss-281	186	32	the	the	DET
esutjss-281	186	33	brand	brand	NOUN
esutjss-281	186	34	is	be	AUX
esutjss-281	186	35	continually	continually	ADV
esutjss-281	186	36	evolving	evolve	VERB
esutjss-281	186	37	to	to	PART
esutjss-281	186	38	meet	meet	VERB
esutjss-281	186	39	their	their	PRON
esutjss-281	186	40	needs	need	NOUN
esutjss-281	186	41	.	.	PUNCT
esutjss-281	187	1	in	in	ADP
esutjss-281	187	2	today	today	NOUN
esutjss-281	187	3	's	's	PART
esutjss-281	187	4	fiercely	fiercely	ADV
esutjss-281	187	5	competitive	competitive	ADJ
esutjss-281	187	6	business	business	NOUN
esutjss-281	187	7	environment	environment	NOUN
esutjss-281	187	8	,	,	PUNCT
esutjss-281	187	9	corporate	corporate	ADJ
esutjss-281	187	10	policy	policy	NOUN
esutjss-281	187	11	and	and	CCONJ
esutjss-281	187	12	service	service	NOUN
esutjss-281	187	13	quality	quality	NOUN
esutjss-281	187	14	are	be	AUX
esutjss-281	187	15	two	two	NUM
esutjss-281	187	16	pivotal	pivotal	ADJ
esutjss-281	187	17	components	component	NOUN
esutjss-281	187	18	that	that	PRON
esutjss-281	187	19	define	define	VERB
esutjss-281	187	20	the	the	DET
esutjss-281	187	21	success	success	NOUN
esutjss-281	187	22	and	and	CCONJ
esutjss-281	187	23	sustainability	sustainability	NOUN
esutjss-281	187	24	of	of	ADP
esutjss-281	187	25	an	an	DET
esutjss-281	187	26	organization	organization	NOUN
esutjss-281	187	27	.	.	PUNCT
esutjss-281	188	1	the	the	DET
esutjss-281	188	2	role	role	NOUN
esutjss-281	188	3	of	of	ADP
esutjss-281	188	4	management	management	NOUN
esutjss-281	188	5	,	,	PUNCT
esutjss-281	188	6	leadership	leadership	NOUN
esutjss-281	188	7	,	,	PUNCT
esutjss-281	188	8	and	and	CCONJ
esutjss-281	188	9	various	various	ADJ
esutjss-281	188	10	stakeholders	stakeholder	NOUN
esutjss-281	188	11	in	in	ADP
esutjss-281	188	12	shaping	shape	VERB
esutjss-281	188	13	corporate	corporate	ADJ
esutjss-281	188	14	policy	policy	NOUN
esutjss-281	188	15	is	be	AUX
esutjss-281	188	16	paramount	paramount	ADJ
esutjss-281	188	17	.	.	PUNCT
esutjss-281	189	1	effective	effective	ADJ
esutjss-281	189	2	corporate	corporate	ADJ
esutjss-281	189	3	policy	policy	NOUN
esutjss-281	189	4	provides	provide	VERB
esutjss-281	189	5	a	a	DET
esutjss-281	189	6	framework	framework	NOUN
esutjss-281	189	7	for	for	ADP
esutjss-281	189	8	decision	decision	NOUN
esutjss-281	189	9	-	-	PUNCT
esutjss-281	189	10	making	making	NOUN
esutjss-281	189	11	and	and	CCONJ
esutjss-281	189	12	sets	set	VERB
esutjss-281	189	13	the	the	DET
esutjss-281	189	14	tone	tone	NOUN
esutjss-281	189	15	for	for	ADP
esutjss-281	189	16	organizational	organizational	ADJ
esutjss-281	189	17	culture	culture	NOUN
esutjss-281	189	18	.	.	PUNCT
esutjss-281	190	1	leaders	leader	NOUN
esutjss-281	190	2	who	who	PRON
esutjss-281	190	3	prioritize	prioritize	VERB
esutjss-281	190	4	transparency	transparency	NOUN
esutjss-281	190	5	,	,	PUNCT
esutjss-281	190	6	ethical	ethical	ADJ
esutjss-281	190	7	practices	practice	NOUN
esutjss-281	190	8	,	,	PUNCT
esutjss-281	190	9	and	and	CCONJ
esutjss-281	190	10	stakeholder	stakeholder	NOUN
esutjss-281	190	11	engagement	engagement	NOUN
esutjss-281	190	12	create	create	VERB
esutjss-281	190	13	policies	policy	NOUN
esutjss-281	190	14	that	that	PRON
esutjss-281	190	15	not	not	PART
esutjss-281	190	16	only	only	ADV
esutjss-281	190	17	enhance	enhance	VERB
esutjss-281	190	18	operational	operational	ADJ
esutjss-281	190	19	efficiency	efficiency	NOUN
esutjss-281	190	20	but	but	CCONJ
esutjss-281	190	21	also	also	ADV
esutjss-281	190	22	align	align	VERB
esutjss-281	190	23	the	the	DET
esutjss-281	190	24	organization	organization	NOUN
esutjss-281	190	25	's	's	PART
esutjss-281	190	26	objectives	objective	NOUN
esutjss-281	190	27	with	with	ADP
esutjss-281	190	28	societal	societal	ADJ
esutjss-281	190	29	needs	need	NOUN
esutjss-281	190	30	and	and	CCONJ
esutjss-281	190	31	expectations	expectation	NOUN
esutjss-281	190	32	.	.	PUNCT
esutjss-281	191	1	this	this	DET
esutjss-281	191	2	alignment	alignment	NOUN
esutjss-281	191	3	fosters	foster	VERB
esutjss-281	191	4	trust	trust	NOUN
esutjss-281	191	5	and	and	CCONJ
esutjss-281	191	6	loyalty	loyalty	NOUN
esutjss-281	191	7	among	among	ADP
esutjss-281	191	8	customers	customer	NOUN
esutjss-281	191	9	and	and	CCONJ
esutjss-281	191	10	employees	employee	NOUN
esutjss-281	191	11	alike	alike	ADV
esutjss-281	191	12	,	,	PUNCT
esutjss-281	191	13	which	which	PRON
esutjss-281	191	14	is	be	AUX
esutjss-281	191	15	essential	essential	ADJ
esutjss-281	191	16	for	for	ADP
esutjss-281	191	17	longterm	longterm	ADJ
esutjss-281	191	18	growth	growth	NOUN
esutjss-281	191	19	.	.	PUNCT
esutjss-281	192	1	moreover	moreover	ADV
esutjss-281	192	2	,	,	PUNCT
esutjss-281	192	3	the	the	DET
esutjss-281	192	4	interaction	interaction	NOUN
esutjss-281	192	5	between	between	ADP
esutjss-281	192	6	corporate	corporate	ADJ
esutjss-281	192	7	policy	policy	NOUN
esutjss-281	192	8	and	and	CCONJ
esutjss-281	192	9	service	service	NOUN
esutjss-281	192	10	quality	quality	NOUN
esutjss-281	192	11	is	be	AUX
esutjss-281	192	12	critical	critical	ADJ
esutjss-281	192	13	.	.	PUNCT
esutjss-281	193	1	organizations	organization	NOUN
esutjss-281	193	2	that	that	PRON
esutjss-281	193	3	actively	actively	ADV
esutjss-281	193	4	engage	engage	VERB
esutjss-281	193	5	in	in	ADP
esutjss-281	193	6	integrating	integrate	VERB
esutjss-281	193	7	customer	customer	NOUN
esutjss-281	193	8	feedback	feedback	NOUN
esutjss-281	193	9	into	into	ADP
esutjss-281	193	10	their	their	PRON
esutjss-281	193	11	policies	policy	NOUN
esutjss-281	193	12	exhibit	exhibit	VERB
esutjss-281	193	13	a	a	DET
esutjss-281	193	14	stronger	strong	ADJ
esutjss-281	193	15	commitment	commitment	NOUN
esutjss-281	193	16	to	to	ADP
esutjss-281	193	17	service	service	NOUN
esutjss-281	193	18	excellence	excellence	NOUN
esutjss-281	193	19	.	.	PUNCT
esutjss-281	194	1	an	an	DET
esutjss-281	194	2	effective	effective	ADJ
esutjss-281	194	3	corporate	corporate	ADJ
esutjss-281	194	4	policy	policy	NOUN
esutjss-281	194	5	that	that	PRON
esutjss-281	194	6	prioritizes	prioritize	VERB
esutjss-281	194	7	customer	customer	NOUN
esutjss-281	194	8	satisfaction	satisfaction	NOUN
esutjss-281	194	9	can	can	AUX
esutjss-281	194	10	lead	lead	VERB
esutjss-281	194	11	to	to	ADP
esutjss-281	194	12	systematic	systematic	ADJ
esutjss-281	194	13	improvements	improvement	NOUN
esutjss-281	194	14	in	in	ADP
esutjss-281	194	15	service	service	NOUN
esutjss-281	194	16	quality	quality	NOUN
esutjss-281	194	17	.	.	PUNCT
esutjss-281	195	1	for	for	ADP
esutjss-281	195	2	instance	instance	NOUN
esutjss-281	195	3	,	,	PUNCT
esutjss-281	195	4	policies	policy	NOUN
esutjss-281	195	5	that	that	PRON
esutjss-281	195	6	encourage	encourage	VERB
esutjss-281	195	7	employees	employee	NOUN
esutjss-281	195	8	to	to	PART
esutjss-281	195	9	undergo	undergo	VERB
esutjss-281	195	10	regular	regular	ADJ
esutjss-281	195	11	training	training	NOUN
esutjss-281	195	12	and	and	CCONJ
esutjss-281	195	13	development	development	NOUN
esutjss-281	195	14	ensure	ensure	VERB
esutjss-281	195	15	they	they	PRON
esutjss-281	195	16	are	be	AUX
esutjss-281	195	17	equipped	equip	VERB
esutjss-281	195	18	with	with	ADP
esutjss-281	195	19	the	the	DET
esutjss-281	195	20	necessary	necessary	ADJ
esutjss-281	195	21	skills	skill	NOUN
esutjss-281	195	22	to	to	PART
esutjss-281	195	23	meet	meet	VERB
esutjss-281	195	24	and	and	CCONJ
esutjss-281	195	25	exceed	exceed	VERB
esutjss-281	195	26	customer	customer	NOUN
esutjss-281	195	27	expectations	expectation	NOUN
esutjss-281	195	28	.	.	PUNCT
esutjss-281	196	1	additionally	additionally	ADV
esutjss-281	196	2	,	,	PUNCT
esutjss-281	196	3	establishing	establish	VERB
esutjss-281	196	4	clear	clear	ADJ
esutjss-281	196	5	protocols	protocol	NOUN
esutjss-281	196	6	for	for	ADP
esutjss-281	196	7	handling	handle	VERB
esutjss-281	196	8	customer	customer	NOUN
esutjss-281	196	9	complaints	complaint	NOUN
esutjss-281	196	10	and	and	CCONJ
esutjss-281	196	11	feedback	feedback	NOUN
esutjss-281	196	12	can	can	AUX
esutjss-281	196	13	significantly	significantly	ADV
esutjss-281	196	14	enhance	enhance	VERB
esutjss-281	196	15	service	service	NOUN
esutjss-281	196	16	delivery	delivery	NOUN
esutjss-281	196	17	by	by	ADP
esutjss-281	196	18	creating	create	VERB
esutjss-281	196	19	a	a	DET
esutjss-281	196	20	responsive	responsive	ADJ
esutjss-281	196	21	and	and	CCONJ
esutjss-281	196	22	agile	agile	ADJ
esutjss-281	196	23	operational	operational	ADJ
esutjss-281	196	24	structure	structure	NOUN
esutjss-281	196	25	.	.	PUNCT
esutjss-281	197	1	another	another	DET
esutjss-281	197	2	critical	critical	ADJ
esutjss-281	197	3	aspect	aspect	NOUN
esutjss-281	197	4	of	of	ADP
esutjss-281	197	5	this	this	DET
esutjss-281	197	6	relationship	relationship	NOUN
esutjss-281	197	7	is	be	AUX
esutjss-281	197	8	the	the	DET
esutjss-281	197	9	incorporation	incorporation	NOUN
esutjss-281	197	10	of	of	ADP
esutjss-281	197	11	technological	technological	ADJ
esutjss-281	197	12	advancements	advancement	NOUN
esutjss-281	197	13	into	into	ADP
esutjss-281	197	14	corporate	corporate	ADJ
esutjss-281	197	15	policy	policy	NOUN
esutjss-281	197	16	,	,	PUNCT
esutjss-281	197	17	which	which	PRON
esutjss-281	197	18	directly	directly	ADV
esutjss-281	197	19	impacts	impact	VERB
esutjss-281	197	20	service	service	NOUN
esutjss-281	197	21	quality	quality	NOUN
esutjss-281	197	22	.	.	PUNCT
esutjss-281	198	1	companies	company	NOUN
esutjss-281	198	2	that	that	PRON
esutjss-281	198	3	adopt	adopt	VERB
esutjss-281	198	4	a	a	DET
esutjss-281	198	5	forward	forward	ADV
esutjss-281	198	6	thinking	think	VERB
esutjss-281	198	7	approach	approach	NOUN
esutjss-281	198	8	in	in	ADP
esutjss-281	198	9	their	their	PRON
esutjss-281	198	10	policy	policy	NOUN
esutjss-281	198	11	-	-	PUNCT
esutjss-281	198	12	making	make	VERB
esutjss-281	198	13	process	process	NOUN
esutjss-281	198	14	are	be	AUX
esutjss-281	198	15	more	more	ADV
esutjss-281	198	16	likely	likely	ADJ
esutjss-281	198	17	to	to	PART
esutjss-281	198	18	utilize	utilize	VERB
esutjss-281	198	19	technologies	technology	NOUN
esutjss-281	198	20	such	such	ADJ
esutjss-281	198	21	as	as	ADP
esutjss-281	198	22	artificial	artificial	ADJ
esutjss-281	198	23	intelligence	intelligence	NOUN
esutjss-281	198	24	,	,	PUNCT
esutjss-281	198	25	big	big	ADJ
esutjss-281	198	26	data	datum	NOUN
esutjss-281	198	27	analytics	analytic	NOUN
esutjss-281	198	28	,	,	PUNCT
esutjss-281	198	29	and	and	CCONJ
esutjss-281	198	30	customer	customer	NOUN
esutjss-281	198	31	relationship	relationship	NOUN
esutjss-281	198	32	management	management	NOUN
esutjss-281	198	33	systems	system	NOUN
esutjss-281	198	34	.	.	PUNCT
esutjss-281	199	1	these	these	DET
esutjss-281	199	2	tools	tool	NOUN
esutjss-281	199	3	can	can	AUX
esutjss-281	199	4	help	help	VERB
esutjss-281	199	5	in	in	ADP
esutjss-281	199	6	refining	refining	NOUN
esutjss-281	199	7	service	service	NOUN
esutjss-281	199	8	processes	process	NOUN
esutjss-281	199	9	,	,	PUNCT
esutjss-281	199	10	personalizing	personalize	VERB
esutjss-281	199	11	customer	customer	NOUN
esutjss-281	199	12	interactions	interaction	NOUN
esutjss-281	199	13	,	,	PUNCT
esutjss-281	199	14	and	and	CCONJ
esutjss-281	199	15	predicting	predict	VERB
esutjss-281	199	16	customer	customer	NOUN
esutjss-281	199	17	needs	need	NOUN
esutjss-281	199	18	,	,	PUNCT
esutjss-281	199	19	thereby	thereby	ADV
esutjss-281	199	20	improving	improve	VERB
esutjss-281	199	21	overall	overall	ADJ
esutjss-281	199	22	satisfaction	satisfaction	NOUN
esutjss-281	199	23	and	and	CCONJ
esutjss-281	199	24	loyalty	loyalty	NOUN
esutjss-281	199	25	.	.	PUNCT
esutjss-281	200	1	furthermore	furthermore	ADV
esutjss-281	200	2	,	,	PUNCT
esutjss-281	200	3	when	when	SCONJ
esutjss-281	200	4	corporate	corporate	ADJ
esutjss-281	200	5	policies	policy	NOUN
esutjss-281	200	6	are	be	AUX
esutjss-281	200	7	designed	design	VERB
esutjss-281	200	8	to	to	PART
esutjss-281	200	9	be	be	AUX
esutjss-281	200	10	adaptive	adaptive	ADJ
esutjss-281	200	11	and	and	CCONJ
esutjss-281	200	12	to	to	PART
esutjss-281	200	13	leverage	leverage	VERB
esutjss-281	200	14	technological	technological	ADJ
esutjss-281	200	15	innovations	innovation	NOUN
esutjss-281	200	16	,	,	PUNCT
esutjss-281	200	17	organizations	organization	NOUN
esutjss-281	200	18	are	be	AUX
esutjss-281	200	19	better	well	ADV
esutjss-281	200	20	equipped	equip	VERB
esutjss-281	200	21	to	to	PART
esutjss-281	200	22	respond	respond	VERB
esutjss-281	200	23	to	to	ADP
esutjss-281	200	24	market	market	NOUN
esutjss-281	200	25	changes	change	NOUN
esutjss-281	200	26	,	,	PUNCT
esutjss-281	200	27	ensuring	ensure	VERB
esutjss-281	200	28	they	they	PRON
esutjss-281	200	29	maintain	maintain	VERB
esutjss-281	200	30	a	a	DET
esutjss-281	200	31	competitive	competitive	ADJ
esutjss-281	200	32	edge	edge	NOUN
esutjss-281	200	33	.	.	PUNCT
esutjss-281	201	1	210	210	NUM
esutjss-281	201	2	workforce	workforce	NOUN
esutjss-281	201	3	involvement	involvement	NOUN
esutjss-281	201	4	also	also	ADV
esutjss-281	201	5	plays	play	VERB
esutjss-281	201	6	a	a	DET
esutjss-281	201	7	crucial	crucial	ADJ
esutjss-281	201	8	role	role	NOUN
esutjss-281	201	9	in	in	ADP
esutjss-281	201	10	shaping	shape	VERB
esutjss-281	201	11	effective	effective	ADJ
esutjss-281	201	12	corporate	corporate	ADJ
esutjss-281	201	13	policies	policy	NOUN
esutjss-281	201	14	that	that	PRON
esutjss-281	201	15	enhance	enhance	VERB
esutjss-281	201	16	service	service	NOUN
esutjss-281	201	17	quality	quality	NOUN
esutjss-281	201	18	.	.	PUNCT
esutjss-281	202	1	a	a	DET
esutjss-281	202	2	collaborative	collaborative	ADJ
esutjss-281	202	3	approach	approach	NOUN
esutjss-281	202	4	,	,	PUNCT
esutjss-281	202	5	where	where	SCONJ
esutjss-281	202	6	employees	employee	NOUN
esutjss-281	202	7	at	at	ADP
esutjss-281	202	8	all	all	DET
esutjss-281	202	9	levels	level	NOUN
esutjss-281	202	10	contribute	contribute	VERB
esutjss-281	202	11	to	to	ADP
esutjss-281	202	12	policy	policy	NOUN
esutjss-281	202	13	formulation	formulation	NOUN
esutjss-281	202	14	,	,	PUNCT
esutjss-281	202	15	ensures	ensure	VERB
esutjss-281	202	16	that	that	SCONJ
esutjss-281	202	17	the	the	DET
esutjss-281	202	18	policies	policy	NOUN
esutjss-281	202	19	are	be	AUX
esutjss-281	202	20	not	not	PART
esutjss-281	202	21	only	only	ADV
esutjss-281	202	22	practical	practical	ADJ
esutjss-281	202	23	but	but	CCONJ
esutjss-281	202	24	also	also	ADV
esutjss-281	202	25	resonate	resonate	VERB
esutjss-281	202	26	with	with	ADP
esutjss-281	202	27	the	the	DET
esutjss-281	202	28	workforce	workforce	NOUN
esutjss-281	202	29	.	.	PUNCT
esutjss-281	203	1	when	when	SCONJ
esutjss-281	203	2	employees	employee	NOUN
esutjss-281	203	3	feel	feel	VERB
esutjss-281	203	4	their	their	PRON
esutjss-281	203	5	input	input	NOUN
esutjss-281	203	6	is	be	AUX
esutjss-281	203	7	valued	value	VERB
esutjss-281	203	8	,	,	PUNCT
esutjss-281	203	9	their	their	PRON
esutjss-281	203	10	commitment	commitment	NOUN
esutjss-281	203	11	to	to	ADP
esutjss-281	203	12	the	the	DET
esutjss-281	203	13	organization	organization	NOUN
esutjss-281	203	14	’s	’s	PART
esutjss-281	203	15	service	service	NOUN
esutjss-281	203	16	quality	quality	NOUN
esutjss-281	203	17	standards	standard	NOUN
esutjss-281	203	18	increases	increase	VERB
esutjss-281	203	19	significantly	significantly	ADV
esutjss-281	203	20	.	.	PUNCT
esutjss-281	204	1	engaged	engage	VERB
esutjss-281	204	2	employees	employee	NOUN
esutjss-281	204	3	are	be	AUX
esutjss-281	204	4	often	often	ADV
esutjss-281	204	5	motivated	motivated	ADJ
esutjss-281	204	6	to	to	PART
esutjss-281	204	7	go	go	VERB
esutjss-281	204	8	above	above	ADV
esutjss-281	204	9	and	and	CCONJ
esutjss-281	204	10	beyond	beyond	ADP
esutjss-281	204	11	in	in	ADP
esutjss-281	204	12	their	their	PRON
esutjss-281	204	13	service	service	NOUN
esutjss-281	204	14	delivery	delivery	NOUN
esutjss-281	204	15	,	,	PUNCT
esutjss-281	204	16	bolstered	bolster	VERB
esutjss-281	204	17	by	by	ADP
esutjss-281	204	18	an	an	DET
esutjss-281	204	19	understanding	understanding	NOUN
esutjss-281	204	20	of	of	ADP
esutjss-281	204	21	the	the	DET
esutjss-281	204	22	broader	broad	ADJ
esutjss-281	204	23	corporate	corporate	ADJ
esutjss-281	204	24	objectives	objective	NOUN
esutjss-281	204	25	they	they	PRON
esutjss-281	204	26	are	be	AUX
esutjss-281	204	27	contributing	contribute	VERB
esutjss-281	204	28	to	to	PART
esutjss-281	204	29	.	.	PUNCT
esutjss-281	205	1	thus	thus	ADV
esutjss-281	205	2	,	,	PUNCT
esutjss-281	205	3	the	the	DET
esutjss-281	205	4	establishment	establishment	NOUN
esutjss-281	205	5	of	of	ADP
esutjss-281	205	6	policies	policy	NOUN
esutjss-281	205	7	that	that	PRON
esutjss-281	205	8	encourage	encourage	VERB
esutjss-281	205	9	empowerment	empowerment	NOUN
esutjss-281	205	10	,	,	PUNCT
esutjss-281	205	11	recognition	recognition	NOUN
esutjss-281	205	12	,	,	PUNCT
esutjss-281	205	13	and	and	CCONJ
esutjss-281	205	14	open	open	ADJ
esutjss-281	205	15	communication	communication	NOUN
esutjss-281	205	16	can	can	AUX
esutjss-281	205	17	create	create	VERB
esutjss-281	205	18	a	a	DET
esutjss-281	205	19	culture	culture	NOUN
esutjss-281	205	20	of	of	ADP
esutjss-281	205	21	excellence	excellence	NOUN
esutjss-281	205	22	that	that	PRON
esutjss-281	205	23	directly	directly	ADV
esutjss-281	205	24	improves	improve	VERB
esutjss-281	205	25	service	service	NOUN
esutjss-281	205	26	quality	quality	NOUN
esutjss-281	205	27	.	.	PUNCT
esutjss-281	206	1	the	the	DET
esutjss-281	206	2	importance	importance	NOUN
esutjss-281	206	3	of	of	ADP
esutjss-281	206	4	compliance	compliance	NOUN
esutjss-281	206	5	and	and	CCONJ
esutjss-281	206	6	ethical	ethical	ADJ
esutjss-281	206	7	considerations	consideration	NOUN
esutjss-281	206	8	can	can	AUX
esutjss-281	206	9	not	not	PART
esutjss-281	206	10	be	be	AUX
esutjss-281	206	11	overstated	overstate	VERB
esutjss-281	206	12	.	.	PUNCT
esutjss-281	207	1	corporate	corporate	ADJ
esutjss-281	207	2	policies	policy	NOUN
esutjss-281	207	3	must	must	AUX
esutjss-281	207	4	encompass	encompass	VERB
esutjss-281	207	5	compliance	compliance	NOUN
esutjss-281	207	6	with	with	ADP
esutjss-281	207	7	industry	industry	NOUN
esutjss-281	207	8	regulations	regulation	NOUN
esutjss-281	207	9	and	and	CCONJ
esutjss-281	207	10	ethical	ethical	ADJ
esutjss-281	207	11	standards	standard	NOUN
esutjss-281	207	12	to	to	PART
esutjss-281	207	13	foster	foster	VERB
esutjss-281	207	14	a	a	DET
esutjss-281	207	15	culture	culture	NOUN
esutjss-281	207	16	of	of	ADP
esutjss-281	207	17	integrity	integrity	NOUN
esutjss-281	207	18	.	.	PUNCT
esutjss-281	208	1	organizations	organization	NOUN
esutjss-281	208	2	that	that	PRON
esutjss-281	208	3	prioritize	prioritize	VERB
esutjss-281	208	4	these	these	DET
esutjss-281	208	5	elements	element	NOUN
esutjss-281	208	6	are	be	AUX
esutjss-281	208	7	not	not	PART
esutjss-281	208	8	only	only	ADV
esutjss-281	208	9	likely	likely	ADJ
esutjss-281	208	10	to	to	PART
esutjss-281	208	11	avoid	avoid	VERB
esutjss-281	208	12	legal	legal	ADJ
esutjss-281	208	13	repercussions	repercussion	NOUN
esutjss-281	208	14	but	but	CCONJ
esutjss-281	208	15	also	also	ADV
esutjss-281	208	16	gain	gain	VERB
esutjss-281	208	17	a	a	DET
esutjss-281	208	18	reputation	reputation	NOUN
esutjss-281	208	19	for	for	ADP
esutjss-281	208	20	reliability	reliability	NOUN
esutjss-281	208	21	and	and	CCONJ
esutjss-281	208	22	fairness	fairness	NOUN
esutjss-281	208	23	.	.	PUNCT
esutjss-281	209	1	this	this	DET
esutjss-281	209	2	reputation	reputation	NOUN
esutjss-281	209	3	translates	translate	VERB
esutjss-281	209	4	into	into	ADP
esutjss-281	209	5	consumer	consumer	NOUN
esutjss-281	209	6	trust	trust	NOUN
esutjss-281	209	7	,	,	PUNCT
esutjss-281	209	8	which	which	PRON
esutjss-281	209	9	is	be	AUX
esutjss-281	209	10	a	a	DET
esutjss-281	209	11	decisive	decisive	ADJ
esutjss-281	209	12	factor	factor	NOUN
esutjss-281	209	13	in	in	ADP
esutjss-281	209	14	customer	customer	NOUN
esutjss-281	209	15	loyalty	loyalty	NOUN
esutjss-281	209	16	and	and	CCONJ
esutjss-281	209	17	satisfaction	satisfaction	NOUN
esutjss-281	209	18	.	.	PUNCT
esutjss-281	210	1	by	by	ADP
esutjss-281	210	2	embedding	embed	VERB
esutjss-281	210	3	ethical	ethical	ADJ
esutjss-281	210	4	considerations	consideration	NOUN
esutjss-281	210	5	into	into	ADP
esutjss-281	210	6	their	their	PRON
esutjss-281	210	7	corporate	corporate	ADJ
esutjss-281	210	8	policies	policy	NOUN
esutjss-281	210	9	,	,	PUNCT
esutjss-281	210	10	organizations	organization	NOUN
esutjss-281	210	11	can	can	AUX
esutjss-281	210	12	create	create	VERB
esutjss-281	210	13	a	a	DET
esutjss-281	210	14	robust	robust	ADJ
esutjss-281	210	15	framework	framework	NOUN
esutjss-281	210	16	that	that	PRON
esutjss-281	210	17	not	not	PART
esutjss-281	210	18	only	only	ADV
esutjss-281	210	19	promotes	promote	VERB
esutjss-281	210	20	high	high	ADJ
esutjss-281	210	21	service	service	NOUN
esutjss-281	210	22	standards	standard	NOUN
esutjss-281	210	23	but	but	CCONJ
esutjss-281	210	24	also	also	ADV
esutjss-281	210	25	contributes	contribute	VERB
esutjss-281	210	26	to	to	ADP
esutjss-281	210	27	a	a	DET
esutjss-281	210	28	positive	positive	ADJ
esutjss-281	210	29	brand	brand	NOUN
esutjss-281	210	30	image	image	NOUN
esutjss-281	210	31	in	in	ADP
esutjss-281	210	32	an	an	DET
esutjss-281	210	33	increasingly	increasingly	ADV
esutjss-281	210	34	socially	socially	ADV
esutjss-281	210	35	conscious	conscious	ADJ
esutjss-281	210	36	marketplace	marketplace	NOUN
esutjss-281	210	37	.	.	PUNCT
esutjss-281	211	1	conclusion	conclusion	NOUN
esutjss-281	211	2	and	and	CCONJ
esutjss-281	211	3	recommendations	recommendation	NOUN
esutjss-281	211	4	customer	customer	NOUN
esutjss-281	211	5	complaints	complaint	NOUN
esutjss-281	211	6	,	,	PUNCT
esutjss-281	211	7	whether	whether	SCONJ
esutjss-281	211	8	valid	valid	ADJ
esutjss-281	211	9	or	or	CCONJ
esutjss-281	211	10	stemming	stem	VERB
esutjss-281	211	11	from	from	ADP
esutjss-281	211	12	user	user	NOUN
esutjss-281	211	13	errors	error	NOUN
esutjss-281	211	14	,	,	PUNCT
esutjss-281	211	15	serve	serve	VERB
esutjss-281	211	16	as	as	ADP
esutjss-281	211	17	a	a	DET
esutjss-281	211	18	critical	critical	ADJ
esutjss-281	211	19	feedback	feedback	NOUN
esutjss-281	211	20	mechanism	mechanism	NOUN
esutjss-281	211	21	for	for	ADP
esutjss-281	211	22	organizations	organization	NOUN
esutjss-281	211	23	.	.	PUNCT
esutjss-281	212	1	their	their	PRON
esutjss-281	212	2	effective	effective	ADJ
esutjss-281	212	3	management	management	NOUN
esutjss-281	212	4	influences	influence	NOUN
esutjss-281	212	5	customer	customer	NOUN
esutjss-281	212	6	satisfaction	satisfaction	NOUN
esutjss-281	212	7	,	,	PUNCT
esutjss-281	212	8	loyalty	loyalty	NOUN
esutjss-281	212	9	,	,	PUNCT
esutjss-281	212	10	and	and	CCONJ
esutjss-281	212	11	long	long	ADJ
esutjss-281	212	12	-	-	PUNCT
esutjss-281	212	13	term	term	NOUN
esutjss-281	212	14	business	business	NOUN
esutjss-281	212	15	success	success	NOUN
esutjss-281	212	16	.	.	PUNCT
esutjss-281	213	1	differentiating	differentiate	VERB
esutjss-281	213	2	the	the	DET
esutjss-281	213	3	nature	nature	NOUN
esutjss-281	213	4	of	of	ADP
esutjss-281	213	5	complaints	complaint	NOUN
esutjss-281	213	6	and	and	CCONJ
esutjss-281	213	7	understanding	understand	VERB
esutjss-281	213	8	customer	customer	NOUN
esutjss-281	213	9	attribution	attribution	NOUN
esutjss-281	213	10	whether	whether	SCONJ
esutjss-281	213	11	internal	internal	ADJ
esutjss-281	213	12	or	or	CCONJ
esutjss-281	213	13	external	external	ADJ
esutjss-281	213	14	,	,	PUNCT
esutjss-281	213	15	helps	help	VERB
esutjss-281	213	16	bankers	banker	NOUN
esutjss-281	213	17	tailor	tailor	VERB
esutjss-281	213	18	more	more	ADV
esutjss-281	213	19	empathetic	empathetic	ADJ
esutjss-281	213	20	and	and	CCONJ
esutjss-281	213	21	strategic	strategic	ADJ
esutjss-281	213	22	responses	response	NOUN
esutjss-281	213	23	.	.	PUNCT
esutjss-281	214	1	corporate	corporate	ADJ
esutjss-281	214	2	policies	policy	NOUN
esutjss-281	214	3	,	,	PUNCT
esutjss-281	214	4	psychological	psychological	ADJ
esutjss-281	214	5	insights	insight	NOUN
esutjss-281	214	6	,	,	PUNCT
esutjss-281	214	7	and	and	CCONJ
esutjss-281	214	8	communication	communication	NOUN
esutjss-281	214	9	practices	practice	NOUN
esutjss-281	214	10	all	all	PRON
esutjss-281	214	11	play	play	VERB
esutjss-281	214	12	essential	essential	ADJ
esutjss-281	214	13	roles	role	NOUN
esutjss-281	214	14	in	in	ADP
esutjss-281	214	15	shaping	shape	VERB
esutjss-281	214	16	positive	positive	ADJ
esutjss-281	214	17	customer	customer	NOUN
esutjss-281	214	18	experiences	experience	NOUN
esutjss-281	214	19	and	and	CCONJ
esutjss-281	214	20	service	service	NOUN
esutjss-281	214	21	quality	quality	NOUN
esutjss-281	214	22	.	.	PUNCT
esutjss-281	215	1	based	base	VERB
esutjss-281	215	2	on	on	ADP
esutjss-281	215	3	the	the	DET
esutjss-281	215	4	findings	finding	NOUN
esutjss-281	215	5	of	of	ADP
esutjss-281	215	6	this	this	DET
esutjss-281	215	7	study	study	NOUN
esutjss-281	215	8	,	,	PUNCT
esutjss-281	215	9	the	the	DET
esutjss-281	215	10	following	follow	VERB
esutjss-281	215	11	recommendations	recommendation	NOUN
esutjss-281	215	12	are	be	AUX
esutjss-281	215	13	provided	provide	VERB
esutjss-281	215	14	:	:	PUNCT
esutjss-281	215	15	i.	i.	NOUN
esutjss-281	215	16	banks	bank	NOUN
esutjss-281	215	17	should	should	AUX
esutjss-281	215	18	invest	invest	VERB
esutjss-281	215	19	in	in	ADP
esutjss-281	215	20	clear	clear	ADJ
esutjss-281	215	21	communication	communication	NOUN
esutjss-281	215	22	,	,	PUNCT
esutjss-281	215	23	onboarding	onboarding	NOUN
esutjss-281	215	24	,	,	PUNCT
esutjss-281	215	25	and	and	CCONJ
esutjss-281	215	26	instructional	instructional	ADJ
esutjss-281	215	27	materials	material	NOUN
esutjss-281	215	28	to	to	PART
esutjss-281	215	29	reduce	reduce	VERB
esutjss-281	215	30	complaints	complaint	NOUN
esutjss-281	215	31	arising	arise	VERB
esutjss-281	215	32	from	from	ADP
esutjss-281	215	33	misunderstanding	misunderstanding	NOUN
esutjss-281	215	34	or	or	CCONJ
esutjss-281	215	35	misuse	misuse	NOUN
esutjss-281	215	36	.	.	PUNCT
esutjss-281	216	1	ii	ii	PROPN
esutjss-281	216	2	.	.	PUNCT
esutjss-281	217	1	banks	bank	NOUN
esutjss-281	217	2	should	should	AUX
esutjss-281	217	3	train	train	VERB
esutjss-281	217	4	staff	staff	NOUN
esutjss-281	217	5	to	to	PART
esutjss-281	217	6	recognize	recognize	VERB
esutjss-281	217	7	whether	whether	SCONJ
esutjss-281	217	8	complaints	complaint	NOUN
esutjss-281	217	9	result	result	VERB
esutjss-281	217	10	from	from	ADP
esutjss-281	217	11	customer	customer	NOUN
esutjss-281	217	12	error	error	NOUN
esutjss-281	217	13	or	or	CCONJ
esutjss-281	217	14	service	service	NOUN
esutjss-281	217	15	failure	failure	NOUN
esutjss-281	217	16	and	and	CCONJ
esutjss-281	217	17	tailor	tailor	NOUN
esutjss-281	217	18	responses	response	NOUN
esutjss-281	217	19	accordingly	accordingly	ADV
esutjss-281	217	20	,	,	PUNCT
esutjss-281	217	21	with	with	ADP
esutjss-281	217	22	empathy	empathy	NOUN
esutjss-281	217	23	and	and	CCONJ
esutjss-281	217	24	clarity	clarity	NOUN
esutjss-281	217	25	.	.	PUNCT
esutjss-281	218	1	iii	iii	X
esutjss-281	218	2	.	.	PUNCT
esutjss-281	218	3	use	use	VERB
esutjss-281	218	4	complaint	complaint	NOUN
esutjss-281	218	5	trends	trend	NOUN
esutjss-281	218	6	to	to	PART
esutjss-281	218	7	identify	identify	VERB
esutjss-281	218	8	systemic	systemic	ADJ
esutjss-281	218	9	issues	issue	NOUN
esutjss-281	218	10	and	and	CCONJ
esutjss-281	218	11	integrate	integrate	VERB
esutjss-281	218	12	findings	finding	NOUN
esutjss-281	218	13	into	into	ADP
esutjss-281	218	14	service	service	NOUN
esutjss-281	218	15	design	design	NOUN
esutjss-281	218	16	and	and	CCONJ
esutjss-281	218	17	policy	policy	NOUN
esutjss-281	218	18	development	development	NOUN
esutjss-281	218	19	.	.	PUNCT
esutjss-281	219	1	iv	iv	X
esutjss-281	219	2	.	.	PUNCT
esutjss-281	220	1	encourage	encourage	VERB
esutjss-281	220	2	employee	employee	NOUN
esutjss-281	220	3	involvement	involvement	NOUN
esutjss-281	220	4	in	in	ADP
esutjss-281	220	5	complaint	complaint	NOUN
esutjss-281	220	6	resolution	resolution	NOUN
esutjss-281	220	7	policies	policy	NOUN
esutjss-281	220	8	and	and	CCONJ
esutjss-281	220	9	ensure	ensure	VERB
esutjss-281	220	10	continuous	continuous	ADJ
esutjss-281	220	11	training	training	NOUN
esutjss-281	220	12	to	to	PART
esutjss-281	220	13	improve	improve	VERB
esutjss-281	220	14	responsiveness	responsiveness	NOUN
esutjss-281	220	15	and	and	CCONJ
esutjss-281	220	16	service	service	NOUN
esutjss-281	220	17	quality	quality	NOUN
esutjss-281	220	18	.	.	PUNCT
esutjss-281	221	1	v.	v.	ADP
esutjss-281	221	2	utilize	utilize	VERB
esutjss-281	221	3	customer	customer	NOUN
esutjss-281	221	4	relationship	relationship	NOUN
esutjss-281	221	5	management	management	NOUN
esutjss-281	221	6	systems	system	NOUN
esutjss-281	221	7	and	and	CCONJ
esutjss-281	221	8	data	datum	NOUN
esutjss-281	221	9	analytics	analytic	NOUN
esutjss-281	221	10	to	to	PART
esutjss-281	221	11	track	track	VERB
esutjss-281	221	12	complaints	complaint	NOUN
esutjss-281	221	13	,	,	PUNCT
esutjss-281	221	14	understand	understand	VERB
esutjss-281	221	15	attribution	attribution	NOUN
esutjss-281	221	16	patterns	pattern	NOUN
esutjss-281	221	17	,	,	PUNCT
esutjss-281	221	18	and	and	CCONJ
esutjss-281	221	19	proactively	proactively	ADV
esutjss-281	221	20	address	address	VERB
esutjss-281	221	21	root	root	NOUN
esutjss-281	221	22	causes	cause	NOUN
esutjss-281	221	23	.	.	PUNCT
esutjss-281	222	1	references	reference	NOUN
esutjss-281	222	2	adelaja	adelaja	PROPN
esutjss-281	222	3	,	,	PUNCT
esutjss-281	222	4	a.	a.	PROPN
esutjss-281	222	5	o.	o.	PROPN
esutjss-281	222	6	,	,	PUNCT
esutjss-281	222	7	umeorah	umeorah	PROPN
esutjss-281	222	8	,	,	PUNCT
esutjss-281	222	9	s.	s.	PROPN
esutjss-281	222	10	c.	c.	PROPN
esutjss-281	222	11	,	,	PUNCT
esutjss-281	222	12	abikoye	abikoye	PROPN
esutjss-281	222	13	,	,	PUNCT
esutjss-281	222	14	b.	b.	PROPN
esutjss-281	222	15	e.	e.	PROPN
esutjss-281	222	16	,	,	PUNCT
esutjss-281	222	17	&	&	CCONJ
esutjss-281	222	18	nezianya	nezianya	PROPN
esutjss-281	222	19	,	,	PUNCT
esutjss-281	222	20	m.	m.	NOUN
esutjss-281	222	21	c.	c.	PROPN
esutjss-281	222	22	(	(	PUNCT
esutjss-281	222	23	2024	2024	NUM
esutjss-281	222	24	)	)	PUNCT
esutjss-281	222	25	.	.	PUNCT
esutjss-281	223	1	advancing	advance	VERB
esutjss-281	223	2	financial	financial	ADJ
esutjss-281	223	3	inclusion	inclusion	NOUN
esutjss-281	223	4	through	through	ADP
esutjss-281	223	5	fintech	fintech	NOUN
esutjss-281	223	6	:	:	PUNCT
esutjss-281	223	7	solutions	solution	NOUN
esutjss-281	223	8	for	for	ADP
esutjss-281	223	9	unbanked	unbanked	ADJ
esutjss-281	223	10	and	and	CCONJ
esutjss-281	223	11	underbanked	underbanked	ADJ
esutjss-281	223	12	populations	population	NOUN
esutjss-281	223	13	.	.	PUNCT
esutjss-281	224	1	world	world	PROPN
esutjss-281	224	2	journal	journal	PROPN
esutjss-281	224	3	of	of	ADP
esutjss-281	224	4	advanced	advanced	ADJ
esutjss-281	224	5	research	research	NOUN
esutjss-281	224	6	and	and	CCONJ
esutjss-281	224	7	reviews	review	NOUN
esutjss-281	224	8	,	,	PUNCT
esutjss-281	224	9	23(01	23(01	NUM
esutjss-281	224	10	)	)	PUNCT
esutjss-281	224	11	,	,	PUNCT
esutjss-281	224	12	427–438	427–438	NUM
esutjss-281	224	13	.	.	NOUN
esutjss-281	224	14	211	211	NUM
esutjss-281	224	15	adesina	adesina	NOUN
esutjss-281	224	16	,	,	PUNCT
esutjss-281	224	17	m.	m.	NOUN
esutjss-281	224	18	t.	t.	PROPN
esutjss-281	224	19	,	,	PUNCT
esutjss-281	224	20	babayemi	babayemi	NOUN
esutjss-281	224	21	,	,	PUNCT
esutjss-281	224	22	t.	t.	PROPN
esutjss-281	224	23	d.	d.	PROPN
esutjss-281	224	24	,	,	PUNCT
esutjss-281	224	25	&	&	CCONJ
esutjss-281	224	26	adesina	adesina	PROPN
esutjss-281	224	27	,	,	PUNCT
esutjss-281	224	28	j.	j.	PROPN
esutjss-281	224	29	m.	m.	PROPN
esutjss-281	224	30	(	(	PUNCT
esutjss-281	224	31	2024	2024	NUM
esutjss-281	224	32	)	)	PUNCT
esutjss-281	224	33	.	.	PUNCT
esutjss-281	225	1	enhancing	enhance	VERB
esutjss-281	225	2	financial	financial	ADJ
esutjss-281	225	3	efficiency	efficiency	NOUN
esutjss-281	225	4	:	:	PUNCT
esutjss-281	225	5	erp	erp	NOUN
esutjss-281	225	6	applications	application	NOUN
esutjss-281	225	7	in	in	ADP
esutjss-281	225	8	the	the	DET
esutjss-281	225	9	banking	banking	NOUN
esutjss-281	225	10	sector	sector	NOUN
esutjss-281	225	11	.	.	PUNCT
esutjss-281	226	1	international	international	ADJ
esutjss-281	226	2	journal	journal	PROPN
esutjss-281	226	3	of	of	ADP
esutjss-281	226	4	science	science	NOUN
esutjss-281	226	5	and	and	CCONJ
esutjss-281	226	6	research	research	NOUN
esutjss-281	226	7	archive	archive	NOUN
esutjss-281	226	8	,	,	PUNCT
esutjss-281	226	9	12(2	12(2	NUM
esutjss-281	226	10	)	)	PUNCT
esutjss-281	226	11	.	.	PUNCT
esutjss-281	227	1	akter	akter	PROPN
esutjss-281	227	2	,	,	PUNCT
esutjss-281	227	3	s.	s.	PROPN
esutjss-281	227	4	,	,	PUNCT
esutjss-281	227	5	bandara	bandara	PROPN
esutjss-281	227	6	,	,	PUNCT
esutjss-281	227	7	r.	r.	PROPN
esutjss-281	227	8	,	,	PUNCT
esutjss-281	227	9	hani	hani	PROPN
esutjss-281	227	10	,	,	PUNCT
esutjss-281	227	11	u.	u.	PROPN
esutjss-281	227	12	,	,	PUNCT
esutjss-281	227	13	wamba	wamba	NOUN
esutjss-281	227	14	,	,	PUNCT
esutjss-281	227	15	s.	s.	PROPN
esutjss-281	227	16	f.	f.	PROPN
esutjss-281	227	17	,	,	PUNCT
esutjss-281	227	18	foropon	foropon	ADV
esutjss-281	227	19	,	,	PUNCT
esutjss-281	227	20	c.	c.	PROPN
esutjss-281	227	21	,	,	PUNCT
esutjss-281	227	22	&	&	CCONJ
esutjss-281	227	23	papadopoulos	papadopoulos	PROPN
esutjss-281	227	24	,	,	PUNCT
esutjss-281	227	25	t.	t.	PROPN
esutjss-281	227	26	(	(	PUNCT
esutjss-281	227	27	2019	2019	NUM
esutjss-281	227	28	)	)	PUNCT
esutjss-281	227	29	.	.	PUNCT
esutjss-281	228	1	analytics	analytic	NOUN
esutjss-281	228	2	-	-	PUNCT
esutjss-281	228	3	based	base	VERB
esutjss-281	228	4	decision	decision	NOUN
esutjss-281	228	5	-	-	PUNCT
esutjss-281	228	6	making	making	NOUN
esutjss-281	228	7	for	for	ADP
esutjss-281	228	8	service	service	NOUN
esutjss-281	228	9	systems	system	NOUN
esutjss-281	228	10	:	:	PUNCT
esutjss-281	228	11	a	a	DET
esutjss-281	228	12	qualitative	qualitative	ADJ
esutjss-281	228	13	study	study	NOUN
esutjss-281	228	14	and	and	CCONJ
esutjss-281	228	15	agenda	agenda	NOUN
esutjss-281	228	16	for	for	ADP
esutjss-281	228	17	future	future	ADJ
esutjss-281	228	18	research	research	NOUN
esutjss-281	228	19	.	.	PUNCT
esutjss-281	229	1	international	international	ADJ
esutjss-281	229	2	journal	journal	PROPN
esutjss-281	229	3	of	of	ADP
esutjss-281	229	4	information	information	NOUN
esutjss-281	229	5	management	management	NOUN
esutjss-281	229	6	,	,	PUNCT
esutjss-281	229	7	48	48	NUM
esutjss-281	229	8	,	,	PUNCT
esutjss-281	229	9	85–95	85–95	NUM
esutjss-281	229	10	.	.	PUNCT
esutjss-281	230	1	amegbe	amegbe	NOUN
esutjss-281	230	2	,	,	PUNCT
esutjss-281	230	3	h.	h.	PROPN
esutjss-281	230	4	,	,	PUNCT
esutjss-281	230	5	&	&	CCONJ
esutjss-281	230	6	osakwe	osakwe	ADJ
esutjss-281	230	7	,	,	PUNCT
esutjss-281	230	8	c.	c.	PROPN
esutjss-281	230	9	n.	n.	PROPN
esutjss-281	230	10	(	(	PUNCT
esutjss-281	230	11	2018a	2018a	NUM
esutjss-281	230	12	)	)	PUNCT
esutjss-281	230	13	.	.	PUNCT
esutjss-281	231	1	towards	towards	ADP
esutjss-281	231	2	achieving	achieve	VERB
esutjss-281	231	3	strong	strong	ADJ
esutjss-281	231	4	customer	customer	NOUN
esutjss-281	231	5	loyalty	loyalty	NOUN
esutjss-281	231	6	in	in	ADP
esutjss-281	231	7	the	the	DET
esutjss-281	231	8	financial	financial	ADJ
esutjss-281	231	9	services	service	NOUN
esutjss-281	231	10	industry	industry	NOUN
esutjss-281	231	11	:	:	PUNCT
esutjss-281	231	12	ghanaian	ghanaian	ADJ
esutjss-281	231	13	top	top	ADJ
esutjss-281	231	14	banks	bank	NOUN
esutjss-281	231	15	’	'	PUNCT
esutjss-281	231	16	customers	customer	NOUN
esutjss-281	231	17	as	as	ADP
esutjss-281	231	18	a	a	DET
esutjss-281	231	19	test	test	NOUN
esutjss-281	231	20	case	case	NOUN
esutjss-281	231	21	.	.	PUNCT
esutjss-281	232	1	international	international	ADJ
esutjss-281	232	2	journal	journal	PROPN
esutjss-281	232	3	of	of	ADP
esutjss-281	232	4	bank	bank	PROPN
esutjss-281	232	5	marketing	marketing	NOUN
esutjss-281	232	6	,	,	PUNCT
esutjss-281	232	7	36(5	36(5	NUM
esutjss-281	232	8	)	)	PUNCT
esutjss-281	232	9	,	,	PUNCT
esutjss-281	232	10	988–1007	988–1007	NUM
esutjss-281	232	11	.	.	PUNCT
esutjss-281	233	1	amegbe	amegbe	NOUN
esutjss-281	233	2	,	,	PUNCT
esutjss-281	233	3	h.	h.	PROPN
esutjss-281	233	4	,	,	PUNCT
esutjss-281	233	5	&	&	CCONJ
esutjss-281	233	6	osakwe	osakwe	ADJ
esutjss-281	233	7	,	,	PUNCT
esutjss-281	233	8	c.	c.	PROPN
esutjss-281	233	9	n.	n.	PROPN
esutjss-281	233	10	(	(	PUNCT
esutjss-281	233	11	2018b	2018b	NUM
esutjss-281	233	12	)	)	PUNCT
esutjss-281	233	13	.	.	PUNCT
esutjss-281	234	1	towards	towards	ADP
esutjss-281	234	2	achieving	achieve	VERB
esutjss-281	234	3	strong	strong	ADJ
esutjss-281	234	4	customer	customer	NOUN
esutjss-281	234	5	loyalty	loyalty	NOUN
esutjss-281	234	6	in	in	ADP
esutjss-281	234	7	the	the	DET
esutjss-281	234	8	financial	financial	ADJ
esutjss-281	234	9	services	service	NOUN
esutjss-281	234	10	industry	industry	NOUN
esutjss-281	234	11	:	:	PUNCT
esutjss-281	234	12	ghanaian	ghanaian	ADJ
esutjss-281	234	13	top	top	ADJ
esutjss-281	234	14	banks	bank	NOUN
esutjss-281	234	15	’	'	PUNCT
esutjss-281	234	16	customers	customer	NOUN
esutjss-281	234	17	as	as	ADP
esutjss-281	234	18	a	a	DET
esutjss-281	234	19	test	test	NOUN
esutjss-281	234	20	case	case	NOUN
esutjss-281	234	21	.	.	PUNCT
esutjss-281	235	1	international	international	ADJ
esutjss-281	235	2	journal	journal	PROPN
esutjss-281	235	3	of	of	ADP
esutjss-281	235	4	bank	bank	PROPN
esutjss-281	235	5	marketing	marketing	NOUN
esutjss-281	235	6	,	,	PUNCT
esutjss-281	235	7	36(5	36(5	NUM
esutjss-281	235	8	)	)	PUNCT
esutjss-281	235	9	,	,	PUNCT
esutjss-281	235	10	988–1007	988–1007	NUM
esutjss-281	235	11	.	.	PUNCT
esutjss-281	236	1	antioco	antioco	ADJ
esutjss-281	236	2	,	,	PUNCT
esutjss-281	236	3	m.	m.	NOUN
esutjss-281	236	4	,	,	PUNCT
esutjss-281	236	5	&	&	CCONJ
esutjss-281	236	6	coussement	coussement	PROPN
esutjss-281	236	7	,	,	PUNCT
esutjss-281	236	8	k.	k.	PROPN
esutjss-281	236	9	(	(	PUNCT
esutjss-281	236	10	2018	2018	NUM
esutjss-281	236	11	)	)	PUNCT
esutjss-281	236	12	.	.	PUNCT
esutjss-281	237	1	misreading	misread	VERB
esutjss-281	237	2	of	of	ADP
esutjss-281	237	3	consumer	consumer	NOUN
esutjss-281	237	4	dissatisfaction	dissatisfaction	NOUN
esutjss-281	237	5	in	in	ADP
esutjss-281	237	6	online	online	ADJ
esutjss-281	237	7	product	product	NOUN
esutjss-281	237	8	reviews	review	NOUN
esutjss-281	237	9	:	:	PUNCT
esutjss-281	237	10	writing	write	VERB
esutjss-281	237	11	style	style	NOUN
esutjss-281	237	12	as	as	ADP
esutjss-281	237	13	a	a	DET
esutjss-281	237	14	cause	cause	NOUN
esutjss-281	237	15	for	for	ADP
esutjss-281	237	16	bias	bias	NOUN
esutjss-281	237	17	.	.	PUNCT
esutjss-281	238	1	international	international	ADJ
esutjss-281	238	2	journal	journal	PROPN
esutjss-281	238	3	of	of	ADP
esutjss-281	238	4	information	information	NOUN
esutjss-281	238	5	management	management	NOUN
esutjss-281	238	6	,	,	PUNCT
esutjss-281	238	7	38(1	38(1	NUM
esutjss-281	238	8	)	)	PUNCT
esutjss-281	238	9	,	,	PUNCT
esutjss-281	238	10	301–310	301–310	NUM
esutjss-281	238	11	.	.	PUNCT
esutjss-281	239	1	arshad	arshad	PROPN
esutjss-281	239	2	,	,	PUNCT
esutjss-281	239	3	f.	f.	PROPN
esutjss-281	239	4	n.	n.	PROPN
esutjss-281	239	5	,	,	PUNCT
esutjss-281	239	6	&	&	CCONJ
esutjss-281	239	7	haroon	haroon	PROPN
esutjss-281	239	8	,	,	PUNCT
esutjss-281	239	9	m.	m.	NOUN
esutjss-281	239	10	(	(	PUNCT
esutjss-281	239	11	2023	2023	NUM
esutjss-281	239	12	)	)	PUNCT
esutjss-281	239	13	.	.	PUNCT
esutjss-281	240	1	trust	trust	VERB
esutjss-281	240	2	the	the	DET
esutjss-281	240	3	shield	shield	NOUN
esutjss-281	240	4	:	:	PUNCT
esutjss-281	240	5	unveiling	unveil	VERB
esutjss-281	240	6	the	the	DET
esutjss-281	240	7	warranty	warranty	NOUN
esutjss-281	240	8	’s	’s	PART
esutjss-281	240	9	power	power	NOUN
esutjss-281	240	10	in	in	ADP
esutjss-281	240	11	building	build	VERB
esutjss-281	240	12	customer	customer	NOUN
esutjss-281	240	13	loyalty	loyalty	NOUN
esutjss-281	240	14	through	through	ADP
esutjss-281	240	15	complaint	complaint	NOUN
esutjss-281	240	16	resolution	resolution	NOUN
esutjss-281	240	17	.	.	PUNCT
esutjss-281	241	1	review	review	NOUN
esutjss-281	241	2	of	of	ADP
esutjss-281	241	3	economics	economic	NOUN
esutjss-281	241	4	and	and	CCONJ
esutjss-281	241	5	development	development	NOUN
esutjss-281	241	6	studies	study	NOUN
esutjss-281	241	7	,	,	PUNCT
esutjss-281	241	8	9(2	9(2	NUM
esutjss-281	241	9	)	)	PUNCT
esutjss-281	241	10	,	,	PUNCT
esutjss-281	241	11	111–131	111–131	NUM
esutjss-281	241	12	.	.	PUNCT
esutjss-281	242	1	baker	baker	PROPN
esutjss-281	242	2	m.	m.	PROPN
esutjss-281	242	3	a.	a.	PROPN
esutjss-281	242	4	,	,	PUNCT
esutjss-281	242	5	kim	kim	PROPN
esutjss-281	242	6	k.	k.	PROPN
esutjss-281	242	7	(	(	PUNCT
esutjss-281	242	8	2019	2019	NUM
esutjss-281	242	9	)	)	PUNCT
esutjss-281	242	10	.	.	PUNCT
esutjss-281	243	1	value	value	NOUN
esutjss-281	243	2	destruction	destruction	NOUN
esutjss-281	243	3	in	in	ADP
esutjss-281	243	4	exaggerated	exaggerated	ADJ
esutjss-281	243	5	online	online	ADJ
esutjss-281	243	6	reviews	review	NOUN
esutjss-281	243	7	:	:	PUNCT
esutjss-281	243	8	the	the	DET
esutjss-281	243	9	effects	effect	NOUN
esutjss-281	243	10	of	of	ADP
esutjss-281	243	11	emotion	emotion	NOUN
esutjss-281	243	12	,	,	PUNCT
esutjss-281	243	13	language	language	NOUN
esutjss-281	243	14	,	,	PUNCT
esutjss-281	243	15	and	and	CCONJ
esutjss-281	243	16	trustworthiness	trustworthiness	NOUN
esutjss-281	243	17	.	.	PUNCT
esutjss-281	244	1	international	international	ADJ
esutjss-281	244	2	journal	journal	PROPN
esutjss-281	244	3	of	of	ADP
esutjss-281	244	4	contemporary	contemporary	PROPN
esutjss-281	244	5	hospitality	hospitality	PROPN
esutjss-281	244	6	management	management	NOUN
esutjss-281	244	7	,	,	PUNCT
esutjss-281	244	8	31(4	31(4	NUM
esutjss-281	244	9	)	)	PUNCT
esutjss-281	244	10	,	,	PUNCT
esutjss-281	244	11	1956–1976	1956–1976	NUM
esutjss-281	244	12	.	.	PUNCT
esutjss-281	245	1	baskerville	baskerville	PROPN
esutjss-281	245	2	,	,	PUNCT
esutjss-281	245	3	r.	r.	PROPN
esutjss-281	245	4	,	,	PUNCT
esutjss-281	245	5	capriglione	capriglione	PROPN
esutjss-281	245	6	,	,	PUNCT
esutjss-281	245	7	f.	f.	PROPN
esutjss-281	245	8	,	,	PUNCT
esutjss-281	245	9	&	&	CCONJ
esutjss-281	245	10	casalino	casalino	PROPN
esutjss-281	245	11	,	,	PUNCT
esutjss-281	245	12	n.	n.	PROPN
esutjss-281	245	13	(	(	PUNCT
esutjss-281	245	14	2020	2020	NUM
esutjss-281	245	15	)	)	PUNCT
esutjss-281	245	16	.	.	PUNCT
esutjss-281	246	1	impacts	impact	NOUN
esutjss-281	246	2	,	,	PUNCT
esutjss-281	246	3	challenges	challenge	NOUN
esutjss-281	246	4	and	and	CCONJ
esutjss-281	246	5	trends	trend	NOUN
esutjss-281	246	6	of	of	ADP
esutjss-281	246	7	digital	digital	ADJ
esutjss-281	246	8	transformation	transformation	NOUN
esutjss-281	246	9	in	in	ADP
esutjss-281	246	10	the	the	DET
esutjss-281	246	11	banking	banking	NOUN
esutjss-281	246	12	sector	sector	NOUN
esutjss-281	246	13	.	.	PUNCT
esutjss-281	247	1	law	law	NOUN
esutjss-281	247	2	and	and	CCONJ
esutjss-281	247	3	economics	economics	PROPN
esutjss-281	247	4	yearly	yearly	ADJ
esutjss-281	247	5	review	review	NOUN
esutjss-281	247	6	journal	journal	NOUN
esutjss-281	247	7	-	-	PUNCT
esutjss-281	247	8	leyr	leyr	ADJ
esutjss-281	247	9	,	,	PUNCT
esutjss-281	247	10	queen	queen	PROPN
esutjss-281	247	11	mary	mary	PROPN
esutjss-281	247	12	university	university	PROPN
esutjss-281	247	13	,	,	PUNCT
esutjss-281	247	14	london	london	PROPN
esutjss-281	247	15	,	,	PUNCT
esutjss-281	247	16	uk	uk	PROPN
esutjss-281	247	17	,	,	PUNCT
esutjss-281	247	18	9(part	9(part	PROPN
esutjss-281	247	19	2	2	NUM
esutjss-281	247	20	)	)	PUNCT
esutjss-281	247	21	,	,	PUNCT
esutjss-281	247	22	341–362	341–362	NUM
esutjss-281	247	23	.	.	PUNCT
esutjss-281	248	1	benjamin	benjamin	PROPN
esutjss-281	248	2	,	,	PUNCT
esutjss-281	248	3	l.	l.	PROPN
esutjss-281	248	4	b.	b.	PROPN
esutjss-281	248	5	,	,	PUNCT
esutjss-281	248	6	amajuoyi	amajuoyi	PROPN
esutjss-281	248	7	,	,	PUNCT
esutjss-281	248	8	p.	p.	PROPN
esutjss-281	248	9	,	,	PUNCT
esutjss-281	248	10	&	&	CCONJ
esutjss-281	248	11	adeusi	adeusi	PROPN
esutjss-281	248	12	,	,	PUNCT
esutjss-281	248	13	k.	k.	PROPN
esutjss-281	248	14	b.	b.	PROPN
esutjss-281	248	15	(	(	PUNCT
esutjss-281	248	16	2024	2024	NUM
esutjss-281	248	17	)	)	PUNCT
esutjss-281	248	18	.	.	PUNCT
esutjss-281	249	1	leveraging	leverage	VERB
esutjss-281	249	2	data	datum	NOUN
esutjss-281	249	3	analytics	analytic	NOUN
esutjss-281	249	4	for	for	ADP
esutjss-281	249	5	informed	informed	ADJ
esutjss-281	249	6	product	product	NOUN
esutjss-281	249	7	development	development	NOUN
esutjss-281	249	8	from	from	ADP
esutjss-281	249	9	conception	conception	NOUN
esutjss-281	249	10	to	to	ADP
esutjss-281	249	11	launch	launch	NOUN
esutjss-281	249	12	.	.	PUNCT
esutjss-281	250	1	gsc	gsc	PROPN
esutjss-281	250	2	advanced	advanced	ADJ
esutjss-281	250	3	research	research	NOUN
esutjss-281	250	4	and	and	CCONJ
esutjss-281	250	5	reviews	review	NOUN
esutjss-281	250	6	,	,	PUNCT
esutjss-281	250	7	19(2	19(2	NUM
esutjss-281	250	8	)	)	PUNCT
esutjss-281	250	9	,	,	PUNCT
esutjss-281	250	10	230–248	230–248	NUM
esutjss-281	250	11	.	.	PUNCT
esutjss-281	251	1	boethius	boethius	PROPN
esutjss-281	251	2	,	,	PUNCT
esutjss-281	251	3	s.	s.	PROPN
esutjss-281	251	4	,	,	PUNCT
esutjss-281	251	5	åkerström	åkerström	NOUN
esutjss-281	251	6	,	,	PUNCT
esutjss-281	251	7	m.	m.	NOUN
esutjss-281	251	8	,	,	PUNCT
esutjss-281	251	9	&	&	CCONJ
esutjss-281	251	10	hydén	hydén	PROPN
esutjss-281	251	11	,	,	PUNCT
esutjss-281	251	12	m.	m.	NOUN
esutjss-281	251	13	(	(	PUNCT
esutjss-281	251	14	2023	2023	NUM
esutjss-281	251	15	)	)	PUNCT
esutjss-281	251	16	.	.	PUNCT
esutjss-281	252	1	the	the	DET
esutjss-281	252	2	double	double	ADJ
esutjss-281	252	3	-	-	PUNCT
esutjss-281	252	4	edged	edge	VERB
esutjss-281	252	5	sword	sword	NOUN
esutjss-281	252	6	–	–	PUNCT
esutjss-281	252	7	abused	abuse	VERB
esutjss-281	252	8	women	woman	NOUN
esutjss-281	252	9	’s	’s	PART
esutjss-281	252	10	experiences	experience	NOUN
esutjss-281	252	11	of	of	ADP
esutjss-281	252	12	digital	digital	ADJ
esutjss-281	252	13	technology	technology	NOUN
esutjss-281	252	14	.	.	PUNCT
esutjss-281	253	1	european	european	PROPN
esutjss-281	253	2	journal	journal	PROPN
esutjss-281	253	3	of	of	ADP
esutjss-281	253	4	social	social	ADJ
esutjss-281	253	5	work	work	NOUN
esutjss-281	253	6	,	,	PUNCT
esutjss-281	253	7	26(3	26(3	NUM
esutjss-281	253	8	)	)	PUNCT
esutjss-281	253	9	,	,	PUNCT
esutjss-281	253	10	506–518	506–518	NUM
esutjss-281	253	11	.	.	PUNCT
esutjss-281	254	1	https://doi.org/10.1080/13691457.2022.2040437	https://doi.org/10.1080/13691457.2022.2040437	PROPN
esutjss-281	254	2	borges	borge	NOUN
esutjss-281	254	3	,	,	PUNCT
esutjss-281	254	4	g.	g.	PROPN
esutjss-281	254	5	l.	l.	PROPN
esutjss-281	254	6	,	,	PUNCT
esutjss-281	254	7	marine	marine	PROPN
esutjss-281	254	8	,	,	PUNCT
esutjss-281	254	9	p.	p.	PROPN
esutjss-281	254	10	,	,	PUNCT
esutjss-281	254	11	&	&	CCONJ
esutjss-281	254	12	ibrahim	ibrahim	PROPN
esutjss-281	254	13	,	,	PUNCT
esutjss-281	254	14	d.	d.	PROPN
esutjss-281	254	15	y.	y.	PROPN
esutjss-281	254	16	(	(	PUNCT
esutjss-281	254	17	2020	2020	NUM
esutjss-281	254	18	)	)	PUNCT
esutjss-281	254	19	.	.	PUNCT
esutjss-281	255	1	digital	digital	ADJ
esutjss-281	255	2	transformation	transformation	NOUN
esutjss-281	255	3	and	and	CCONJ
esutjss-281	255	4	customers	customer	NOUN
esutjss-281	255	5	services	service	NOUN
esutjss-281	255	6	:	:	PUNCT
esutjss-281	255	7	the	the	DET
esutjss-281	255	8	banking	banking	NOUN
esutjss-281	255	9	revolution	revolution	NOUN
esutjss-281	255	10	.	.	PUNCT
esutjss-281	256	1	international	international	ADJ
esutjss-281	256	2	journal	journal	NOUN
esutjss-281	256	3	of	of	ADP
esutjss-281	256	4	open	open	ADJ
esutjss-281	256	5	information	information	NOUN
esutjss-281	256	6	technologies	technology	NOUN
esutjss-281	256	7	,	,	PUNCT
esutjss-281	256	8	8(7	8(7	NUM
esutjss-281	256	9	)	)	PUNCT
esutjss-281	256	10	,	,	PUNCT
esutjss-281	256	11	124–128	124–128	NUM
esutjss-281	256	12	.	.	PUNCT
esutjss-281	257	1	brennan	brennan	PROPN
esutjss-281	257	2	,	,	PUNCT
esutjss-281	257	3	c.	c.	PROPN
esutjss-281	257	4	,	,	PUNCT
esutjss-281	257	5	sourdin	sourdin	PROPN
esutjss-281	257	6	,	,	PUNCT
esutjss-281	257	7	t.	t.	PROPN
esutjss-281	257	8	,	,	PUNCT
esutjss-281	257	9	williams	williams	PROPN
esutjss-281	257	10	,	,	PUNCT
esutjss-281	257	11	j.	j.	PROPN
esutjss-281	257	12	,	,	PUNCT
esutjss-281	257	13	burstyner	burstyner	NOUN
esutjss-281	257	14	,	,	PUNCT
esutjss-281	257	15	n.	n.	NOUN
esutjss-281	257	16	,	,	PUNCT
esutjss-281	257	17	&	&	CCONJ
esutjss-281	257	18	gill	gill	PROPN
esutjss-281	257	19	,	,	PUNCT
esutjss-281	257	20	c.	c.	PROPN
esutjss-281	257	21	(	(	PUNCT
esutjss-281	257	22	2017	2017	NUM
esutjss-281	257	23	)	)	PUNCT
esutjss-281	257	24	.	.	PUNCT
esutjss-281	258	1	consumer	consumer	NOUN
esutjss-281	258	2	vulnerability	vulnerability	NOUN
esutjss-281	258	3	and	and	CCONJ
esutjss-281	258	4	complaint	complaint	NOUN
esutjss-281	258	5	handling	handling	NOUN
esutjss-281	258	6	:	:	PUNCT
esutjss-281	258	7	challenges	challenge	NOUN
esutjss-281	258	8	,	,	PUNCT
esutjss-281	258	9	opportunities	opportunity	NOUN
esutjss-281	258	10	and	and	CCONJ
esutjss-281	258	11	dispute	dispute	NOUN
esutjss-281	258	12	system	system	NOUN
esutjss-281	258	13	design	design	NOUN
esutjss-281	258	14	.	.	PUNCT
esutjss-281	259	1	international	international	ADJ
esutjss-281	259	2	journal	journal	PROPN
esutjss-281	259	3	of	of	ADP
esutjss-281	259	4	consumer	consumer	NOUN
esutjss-281	259	5	studies	study	NOUN
esutjss-281	259	6	,	,	PUNCT
esutjss-281	259	7	41(6	41(6	NOUN
esutjss-281	259	8	)	)	PUNCT
esutjss-281	259	9	,	,	PUNCT
esutjss-281	260	1	638–646	638–646	NUM
esutjss-281	260	2	.	.	PUNCT
esutjss-281	261	1	https://doi.org/10.1111/ijcs.12377	https://doi.org/10.1111/ijcs.12377	PROPN
esutjss-281	261	2	challoumis	challoumis	PROPN
esutjss-281	261	3	,	,	PUNCT
esutjss-281	261	4	c.	c.	PROPN
esutjss-281	261	5	,	,	PUNCT
esutjss-281	261	6	&	&	CCONJ
esutjss-281	261	7	eriotis	eriotis	PROPN
esutjss-281	261	8	,	,	PUNCT
esutjss-281	261	9	n.	n.	NOUN
esutjss-281	261	10	(	(	PUNCT
esutjss-281	261	11	2024a	2024a	NUM
esutjss-281	261	12	)	)	PUNCT
esutjss-281	261	13	.	.	PUNCT
esutjss-281	262	1	a	a	DET
esutjss-281	262	2	historical	historical	ADJ
esutjss-281	262	3	analysis	analysis	NOUN
esutjss-281	262	4	of	of	ADP
esutjss-281	262	5	the	the	DET
esutjss-281	262	6	banking	banking	NOUN
esutjss-281	262	7	system	system	NOUN
esutjss-281	262	8	and	and	CCONJ
esutjss-281	262	9	its	its	PRON
esutjss-281	262	10	impact	impact	NOUN
esutjss-281	262	11	on	on	ADP
esutjss-281	262	12	greek	greek	ADJ
esutjss-281	262	13	economy	economy	NOUN
esutjss-281	262	14	.	.	PUNCT
esutjss-281	263	1	edelweiss	edelweiss	PROPN
esutjss-281	263	2	applied	apply	VERB
esutjss-281	263	3	science	science	NOUN
esutjss-281	263	4	and	and	CCONJ
esutjss-281	263	5	technology	technology	NOUN
esutjss-281	263	6	,	,	PUNCT
esutjss-281	263	7	8(6	8(6	NUM
esutjss-281	263	8	)	)	PUNCT
esutjss-281	263	9	,	,	PUNCT
esutjss-281	263	10	1598	1598	NUM
esutjss-281	263	11	–	–	PUNCT
esutjss-281	263	12	1617	1617	NUM
esutjss-281	263	13	.	.	PUNCT
esutjss-281	264	1	cusumano	cusumano	PROPN
esutjss-281	264	2	,	,	PUNCT
esutjss-281	264	3	m.	m.	NOUN
esutjss-281	264	4	a.	a.	PROPN
esutjss-281	264	5	,	,	PUNCT
esutjss-281	264	6	kahl	kahl	PROPN
esutjss-281	264	7	,	,	PUNCT
esutjss-281	264	8	s.	s.	PROPN
esutjss-281	264	9	j.	j.	PROPN
esutjss-281	264	10	,	,	PUNCT
esutjss-281	264	11	&	&	CCONJ
esutjss-281	264	12	suarez	suarez	PROPN
esutjss-281	264	13	,	,	PUNCT
esutjss-281	264	14	f.	f.	PROPN
esutjss-281	264	15	f.	f.	PROPN
esutjss-281	264	16	(	(	PUNCT
esutjss-281	264	17	2015	2015	NUM
esutjss-281	264	18	)	)	PUNCT
esutjss-281	264	19	.	.	PUNCT
esutjss-281	265	1	services	service	NOUN
esutjss-281	265	2	,	,	PUNCT
esutjss-281	265	3	industry	industry	NOUN
esutjss-281	265	4	evolution	evolution	NOUN
esutjss-281	265	5	,	,	PUNCT
esutjss-281	265	6	and	and	CCONJ
esutjss-281	265	7	the	the	DET
esutjss-281	265	8	competitive	competitive	ADJ
esutjss-281	265	9	strategies	strategy	NOUN
esutjss-281	265	10	of	of	ADP
esutjss-281	265	11	product	product	NOUN
esutjss-281	265	12	firms	firm	NOUN
esutjss-281	265	13	.	.	PUNCT
esutjss-281	266	1	strategic	strategic	ADJ
esutjss-281	266	2	management	management	NOUN
esutjss-281	266	3	journal	journal	NOUN
esutjss-281	266	4	,	,	PUNCT
esutjss-281	266	5	36(4	36(4	NUM
esutjss-281	266	6	)	)	PUNCT
esutjss-281	266	7	,	,	PUNCT
esutjss-281	266	8	559	559	NUM
esutjss-281	266	9	–	–	PUNCT
esutjss-281	266	10	575	575	NUM
esutjss-281	266	11	.	.	PUNCT
esutjss-281	267	1	https://doi.org/10.1002/smj.2235	https://doi.org/10.1002/smj.2235	PROPN
esutjss-281	267	2	danese	danese	PROPN
esutjss-281	267	3	,	,	PUNCT
esutjss-281	267	4	p.	p.	NOUN
esutjss-281	267	5	,	,	PUNCT
esutjss-281	267	6	manfè	manfè	PROPN
esutjss-281	267	7	,	,	PUNCT
esutjss-281	267	8	v.	v.	PROPN
esutjss-281	267	9	,	,	PUNCT
esutjss-281	267	10	&	&	CCONJ
esutjss-281	267	11	romano	romano	NOUN
esutjss-281	267	12	,	,	PUNCT
esutjss-281	267	13	p.	p.	NOUN
esutjss-281	267	14	(	(	PUNCT
esutjss-281	267	15	2018	2018	NUM
esutjss-281	267	16	)	)	PUNCT
esutjss-281	267	17	.	.	PUNCT
esutjss-281	268	1	a	a	DET
esutjss-281	268	2	systematic	systematic	ADJ
esutjss-281	268	3	literature	literature	NOUN
esutjss-281	268	4	review	review	NOUN
esutjss-281	268	5	on	on	ADP
esutjss-281	268	6	recent	recent	ADJ
esutjss-281	268	7	lean	lean	ADJ
esutjss-281	268	8	research	research	NOUN
esutjss-281	268	9	:	:	PUNCT
esutjss-281	268	10	state‐of‐the‐art	state‐of‐the‐art	VERB
esutjss-281	268	11	and	and	CCONJ
esutjss-281	268	12	future	future	ADJ
esutjss-281	268	13	directions	direction	NOUN
esutjss-281	268	14	.	.	PUNCT
esutjss-281	269	1	international	international	ADJ
esutjss-281	269	2	journal	journal	PROPN
esutjss-281	269	3	of	of	ADP
esutjss-281	269	4	management	management	NOUN
esutjss-281	269	5	reviews	review	NOUN
esutjss-281	269	6	,	,	PUNCT
esutjss-281	269	7	20(2	20(2	NUM
esutjss-281	269	8	)	)	PUNCT
esutjss-281	269	9	,	,	PUNCT
esutjss-281	269	10	579–605	579–605	NUM
esutjss-281	269	11	.	.	PUNCT
esutjss-281	269	12	https://doi.org/10.1111/ijmr.12156	https://doi.org/10.1111/ijmr.12156	PROPN
esutjss-281	269	13	dattner	dattner	NOUN
esutjss-281	269	14	,	,	PUNCT
esutjss-281	269	15	b.	b.	PROPN
esutjss-281	269	16	(	(	PUNCT
esutjss-281	269	17	2012	2012	NUM
esutjss-281	269	18	)	)	PUNCT
esutjss-281	269	19	.	.	PUNCT
esutjss-281	270	1	the	the	DET
esutjss-281	270	2	blame	blame	NOUN
esutjss-281	270	3	game	game	NOUN
esutjss-281	270	4	:	:	PUNCT
esutjss-281	270	5	how	how	SCONJ
esutjss-281	270	6	the	the	DET
esutjss-281	270	7	hidden	hidden	ADJ
esutjss-281	270	8	rules	rule	NOUN
esutjss-281	270	9	of	of	ADP
esutjss-281	270	10	credit	credit	NOUN
esutjss-281	270	11	and	and	CCONJ
esutjss-281	270	12	blame	blame	NOUN
esutjss-281	270	13	determine	determine	VERB
esutjss-281	270	14	our	our	PRON
esutjss-281	270	15	success	success	NOUN
esutjss-281	270	16	or	or	CCONJ
esutjss-281	270	17	failure	failure	NOUN
esutjss-281	270	18	.	.	PUNCT
esutjss-281	271	1	simon	simon	PROPN
esutjss-281	271	2	and	and	CCONJ
esutjss-281	271	3	schuster	schuster	PROPN
esutjss-281	271	4	.	.	PUNCT
esutjss-281	272	1	https://doi.org/10.1002/smj.2235	https://doi.org/10.1002/smj.2235	VERB
esutjss-281	272	2	212	212	NUM
esutjss-281	272	3	decock	decock	NOUN
esutjss-281	272	4	,	,	PUNCT
esutjss-281	272	5	s.	s.	PROPN
esutjss-281	272	6	,	,	PUNCT
esutjss-281	272	7	&	&	CCONJ
esutjss-281	272	8	spiessens	spiessen	NOUN
esutjss-281	272	9	,	,	PUNCT
esutjss-281	272	10	a.	a.	NOUN
esutjss-281	272	11	(	(	PUNCT
esutjss-281	272	12	2017	2017	NUM
esutjss-281	272	13	)	)	PUNCT
esutjss-281	272	14	.	.	PUNCT
esutjss-281	273	1	customer	customer	NOUN
esutjss-281	273	2	complaints	complaint	NOUN
esutjss-281	273	3	and	and	CCONJ
esutjss-281	273	4	disagreements	disagreement	NOUN
esutjss-281	273	5	in	in	ADP
esutjss-281	273	6	a	a	DET
esutjss-281	273	7	multilingual	multilingual	ADJ
esutjss-281	273	8	business	business	NOUN
esutjss-281	273	9	environment	environment	NOUN
esutjss-281	273	10	.	.	PUNCT
esutjss-281	274	1	a	a	DET
esutjss-281	274	2	discursive	discursive	ADJ
esutjss-281	274	3	-	-	PUNCT
esutjss-281	274	4	pragmatic	pragmatic	ADJ
esutjss-281	274	5	analysis	analysis	NOUN
esutjss-281	274	6	.	.	PUNCT
esutjss-281	275	1	intercultural	intercultural	ADJ
esutjss-281	275	2	pragmatics	pragmatic	NOUN
esutjss-281	275	3	,	,	PUNCT
esutjss-281	275	4	14(1	14(1	NUM
esutjss-281	275	5	)	)	PUNCT
esutjss-281	275	6	.	.	PUNCT
esutjss-281	276	1	https://doi.org/10.1515/ip-2017-0004	https://doi.org/10.1515/ip-2017-0004	VERB
esutjss-281	276	2	del	del	PROPN
esutjss-281	276	3	sarto	sarto	PROPN
esutjss-281	276	4	,	,	PUNCT
esutjss-281	276	5	n.	n.	NOUN
esutjss-281	276	6	,	,	PUNCT
esutjss-281	276	7	bocchialini	bocchialini	PROPN
esutjss-281	276	8	,	,	PUNCT
esutjss-281	276	9	e.	e.	PROPN
esutjss-281	276	10	,	,	PUNCT
esutjss-281	276	11	gai	gai	PROPN
esutjss-281	276	12	,	,	PUNCT
esutjss-281	276	13	l.	l.	PROPN
esutjss-281	276	14	,	,	PUNCT
esutjss-281	276	15	&	&	CCONJ
esutjss-281	276	16	ielasi	ielasi	PROPN
esutjss-281	276	17	,	,	PUNCT
esutjss-281	276	18	f.	f.	PROPN
esutjss-281	276	19	(	(	PUNCT
esutjss-281	276	20	2024	2024	NUM
esutjss-281	276	21	)	)	PUNCT
esutjss-281	276	22	.	.	PUNCT
esutjss-281	277	1	digital	digital	ADJ
esutjss-281	277	2	banking	banking	NOUN
esutjss-281	277	3	:	:	PUNCT
esutjss-281	277	4	how	how	SCONJ
esutjss-281	277	5	social	social	ADJ
esutjss-281	277	6	media	medium	NOUN
esutjss-281	277	7	is	be	AUX
esutjss-281	277	8	shaping	shape	VERB
esutjss-281	277	9	the	the	DET
esutjss-281	277	10	game	game	NOUN
esutjss-281	277	11	.	.	PUNCT
esutjss-281	278	1	qualitative	qualitative	ADJ
esutjss-281	278	2	research	research	NOUN
esutjss-281	278	3	in	in	ADP
esutjss-281	278	4	financial	financial	ADJ
esutjss-281	278	5	markets	market	NOUN
esutjss-281	278	6	.	.	PUNCT
esutjss-281	279	1	https://www.emerald.com/insight/content/doi/10.1108/qrfm-12-2023-0314/full/html	https://www.emerald.com/insight/content/doi/10.1108/qrfm-12-2023-0314/full/html	PROPN
esutjss-281	279	2	eastburn	eastburn	VERB
esutjss-281	279	3	,	,	PUNCT
esutjss-281	279	4	r.	r.	PROPN
esutjss-281	279	5	w.	w.	PROPN
esutjss-281	279	6	,	,	PUNCT
esutjss-281	279	7	&	&	CCONJ
esutjss-281	279	8	boland	boland	PROPN
esutjss-281	279	9	jr	jr	PROPN
esutjss-281	279	10	,	,	PUNCT
esutjss-281	279	11	r.	r.	PROPN
esutjss-281	279	12	j.	j.	PROPN
esutjss-281	279	13	(	(	PUNCT
esutjss-281	279	14	2015	2015	NUM
esutjss-281	279	15	)	)	PUNCT
esutjss-281	279	16	.	.	PUNCT
esutjss-281	280	1	inside	inside	ADP
esutjss-281	280	2	banks	bank	NOUN
esutjss-281	280	3	’	’	PART
esutjss-281	280	4	information	information	NOUN
esutjss-281	280	5	and	and	CCONJ
esutjss-281	280	6	control	control	NOUN
esutjss-281	280	7	systems	system	NOUN
esutjss-281	280	8	:	:	PUNCT
esutjss-281	280	9	post	post	ADJ
esutjss-281	280	10	-	-	ADJ
esutjss-281	280	11	decision	decision	ADJ
esutjss-281	280	12	surprise	surprise	NOUN
esutjss-281	280	13	and	and	CCONJ
esutjss-281	280	14	corporate	corporate	ADJ
esutjss-281	280	15	disruption	disruption	NOUN
esutjss-281	280	16	.	.	PUNCT
esutjss-281	281	1	information	information	NOUN
esutjss-281	281	2	and	and	CCONJ
esutjss-281	281	3	organization	organization	NOUN
esutjss-281	281	4	,	,	PUNCT
esutjss-281	281	5	25(3	25(3	NUM
esutjss-281	281	6	)	)	PUNCT
esutjss-281	281	7	,	,	PUNCT
esutjss-281	281	8	160–190	160–190	NUM
esutjss-281	281	9	.	.	PUNCT
esutjss-281	282	1	einwiller	einwiller	NOUN
esutjss-281	282	2	,	,	PUNCT
esutjss-281	282	3	s.	s.	PROPN
esutjss-281	282	4	a.	a.	PROPN
esutjss-281	282	5	,	,	PUNCT
esutjss-281	282	6	&	&	CCONJ
esutjss-281	282	7	steilen	steilen	PROPN
esutjss-281	282	8	,	,	PUNCT
esutjss-281	282	9	s.	s.	PROPN
esutjss-281	282	10	(	(	PUNCT
esutjss-281	282	11	2015	2015	NUM
esutjss-281	282	12	)	)	PUNCT
esutjss-281	282	13	.	.	PUNCT
esutjss-281	283	1	handling	handle	VERB
esutjss-281	283	2	complaints	complaint	NOUN
esutjss-281	283	3	on	on	ADP
esutjss-281	283	4	social	social	ADJ
esutjss-281	283	5	network	network	NOUN
esutjss-281	283	6	sites	site	NOUN
esutjss-281	283	7	–	–	PUNCT
esutjss-281	283	8	an	an	DET
esutjss-281	283	9	analysis	analysis	NOUN
esutjss-281	283	10	of	of	ADP
esutjss-281	283	11	complaints	complaint	NOUN
esutjss-281	283	12	and	and	CCONJ
esutjss-281	283	13	complaint	complaint	NOUN
esutjss-281	283	14	responses	response	NOUN
esutjss-281	283	15	on	on	ADP
esutjss-281	283	16	facebook	facebook	NOUN
esutjss-281	283	17	and	and	CCONJ
esutjss-281	283	18	twitter	twitter	NOUN
esutjss-281	283	19	pages	page	NOUN
esutjss-281	283	20	of	of	ADP
esutjss-281	283	21	large	large	ADJ
esutjss-281	283	22	us	us	PROPN
esutjss-281	283	23	companies	company	NOUN
esutjss-281	283	24	.	.	PUNCT
esutjss-281	284	1	public	public	ADJ
esutjss-281	284	2	relations	relation	NOUN
esutjss-281	284	3	review	review	PROPN
esutjss-281	284	4	,	,	PUNCT
esutjss-281	284	5	41(2	41(2	NUM
esutjss-281	284	6	)	)	PUNCT
esutjss-281	284	7	,	,	PUNCT
esutjss-281	284	8	195–204	195–204	NUM
esutjss-281	284	9	.	.	PUNCT
esutjss-281	284	10	gerace	gerace	NOUN
esutjss-281	284	11	,	,	PUNCT
esutjss-281	284	12	a.	a.	NOUN
esutjss-281	284	13	(	(	PUNCT
esutjss-281	284	14	2020	2020	NUM
esutjss-281	284	15	)	)	PUNCT
esutjss-281	284	16	.	.	PUNCT
esutjss-281	285	1	internal	internal	ADJ
esutjss-281	285	2	and	and	CCONJ
esutjss-281	285	3	external	external	ADJ
esutjss-281	285	4	attributions	attribution	NOUN
esutjss-281	285	5	.	.	PUNCT
esutjss-281	286	1	in	in	ADP
esutjss-281	286	2	:	:	PUNCT
esutjss-281	286	3	zeigler	zeigler	PROPN
esutjss-281	286	4	-	-	PUNCT
esutjss-281	286	5	hill	hill	PROPN
esutjss-281	286	6	,	,	PUNCT
esutjss-281	286	7	v.	v.	PROPN
esutjss-281	286	8	,	,	PUNCT
esutjss-281	286	9	shackelford	shackelford	PROPN
esutjss-281	286	10	,	,	PUNCT
esutjss-281	286	11	t.k	t.k	PROPN
esutjss-281	286	12	.	.	PROPN
esutjss-281	286	13	(	(	PUNCT
esutjss-281	286	14	eds	ed	NOUN
esutjss-281	286	15	)	)	PUNCT
esutjss-281	286	16	encyclopedia	encyclopedia	NOUN
esutjss-281	286	17	of	of	ADP
esutjss-281	286	18	personality	personality	NOUN
esutjss-281	286	19	and	and	CCONJ
esutjss-281	286	20	individual	individual	ADJ
esutjss-281	286	21	differences	difference	NOUN
esutjss-281	286	22	.	.	PUNCT
esutjss-281	286	23	springer	springer	NOUN
esutjss-281	286	24	,	,	PUNCT
esutjss-281	286	25	cham	cham	PROPN
esutjss-281	286	26	.	.	PUNCT
esutjss-281	287	1	https://doi.org/10.1007/978-3-319-24612-3_2301	https://doi.org/10.1007/978-3-319-24612-3_2301	PROPN
esutjss-281	287	2	gill	gill	PROPN
esutjss-281	287	3	,	,	PUNCT
esutjss-281	287	4	i.	i.	PROPN
esutjss-281	287	5	s.	s.	PROPN
esutjss-281	287	6	,	,	PUNCT
esutjss-281	287	7	kharas	kharas	PROPN
esutjss-281	287	8	,	,	PUNCT
esutjss-281	287	9	h.	h.	PROPN
esutjss-281	287	10	j.	j.	PROPN
esutjss-281	287	11	,	,	PUNCT
esutjss-281	287	12	&	&	CCONJ
esutjss-281	287	13	bhattasali	bhattasali	PROPN
esutjss-281	287	14	,	,	PUNCT
esutjss-281	287	15	d.	d.	PROPN
esutjss-281	287	16	(	(	PUNCT
esutjss-281	287	17	2007	2007	NUM
esutjss-281	287	18	)	)	PUNCT
esutjss-281	287	19	.	.	PUNCT
esutjss-281	288	1	an	an	DET
esutjss-281	288	2	east	east	ADJ
esutjss-281	288	3	asian	asian	ADJ
esutjss-281	288	4	renaissance	renaissance	NOUN
esutjss-281	288	5	:	:	PUNCT
esutjss-281	288	6	ideas	idea	NOUN
esutjss-281	288	7	for	for	ADP
esutjss-281	288	8	economic	economic	ADJ
esutjss-281	288	9	growth	growth	NOUN
esutjss-281	288	10	.	.	PUNCT
esutjss-281	289	1	world	world	PROPN
esutjss-281	289	2	bank	bank	PROPN
esutjss-281	289	3	publications	publication	NOUN
esutjss-281	289	4	.	.	PUNCT
esutjss-281	290	1	gordon	gordon	PROPN
esutjss-281	290	2	,	,	PUNCT
esutjss-281	290	3	j.	j.	PROPN
esutjss-281	290	4	n.	n.	PROPN
esutjss-281	290	5	,	,	PUNCT
esutjss-281	290	6	&	&	CCONJ
esutjss-281	290	7	ringe	ringe	PROPN
esutjss-281	290	8	,	,	PUNCT
esutjss-281	290	9	w.-g	w.-g	PROPN
esutjss-281	290	10	.	.	PUNCT
esutjss-281	291	1	(	(	PUNCT
esutjss-281	291	2	2015	2015	NUM
esutjss-281	291	3	)	)	PUNCT
esutjss-281	291	4	.	.	PUNCT
esutjss-281	292	1	bank	bank	NOUN
esutjss-281	292	2	resolution	resolution	NOUN
esutjss-281	292	3	in	in	ADP
esutjss-281	292	4	the	the	DET
esutjss-281	292	5	european	european	PROPN
esutjss-281	292	6	banking	banking	PROPN
esutjss-281	292	7	union	union	PROPN
esutjss-281	292	8	:	:	PUNCT
esutjss-281	292	9	a	a	DET
esutjss-281	292	10	transatlantic	transatlantic	ADJ
esutjss-281	292	11	perspective	perspective	NOUN
esutjss-281	292	12	on	on	ADP
esutjss-281	292	13	what	what	PRON
esutjss-281	292	14	it	it	PRON
esutjss-281	292	15	would	would	AUX
esutjss-281	292	16	take	take	VERB
esutjss-281	292	17	.	.	PUNCT
esutjss-281	293	1	colum	colum	PROPN
esutjss-281	293	2	.	.	PUNCT
esutjss-281	294	1	l.	l.	PROPN
esutjss-281	294	2	rev	rev	PROPN
esutjss-281	294	3	.	.	PROPN
esutjss-281	294	4	,	,	PUNCT
esutjss-281	294	5	115	115	NUM
esutjss-281	294	6	,	,	PUNCT
esutjss-281	294	7	1297	1297	NUM
esutjss-281	294	8	.	.	PUNCT
esutjss-281	295	1	greer	greer	PROPN
esutjss-281	295	2	,	,	PUNCT
esutjss-281	295	3	d.	d.	PROPN
esutjss-281	295	4	a.	a.	PROPN
esutjss-281	295	5	(	(	PUNCT
esutjss-281	295	6	2015	2015	NUM
esutjss-281	295	7	)	)	PUNCT
esutjss-281	295	8	.	.	PUNCT
esutjss-281	296	1	defective	defective	ADJ
esutjss-281	296	2	co	co	NOUN
esutjss-281	296	3	-	-	NOUN
esutjss-281	296	4	creation	creation	NOUN
esutjss-281	296	5	:	:	PUNCT
esutjss-281	296	6	developing	develop	VERB
esutjss-281	296	7	a	a	DET
esutjss-281	296	8	typology	typology	NOUN
esutjss-281	296	9	of	of	ADP
esutjss-281	296	10	consumer	consumer	NOUN
esutjss-281	296	11	dysfunction	dysfunction	NOUN
esutjss-281	296	12	in	in	ADP
esutjss-281	296	13	professional	professional	ADJ
esutjss-281	296	14	services	service	NOUN
esutjss-281	296	15	.	.	PUNCT
esutjss-281	297	1	european	european	ADJ
esutjss-281	297	2	journal	journal	PROPN
esutjss-281	297	3	of	of	ADP
esutjss-281	297	4	marketing	marketing	NOUN
esutjss-281	297	5	,	,	PUNCT
esutjss-281	297	6	49(1/2	49(1/2	NOUN
esutjss-281	297	7	)	)	PUNCT
esutjss-281	297	8	,	,	PUNCT
esutjss-281	297	9	238–261	238–261	NUM
esutjss-281	297	10	.	.	PUNCT
esutjss-281	298	1	inderst	inderst	PROPN
esutjss-281	298	2	,	,	PUNCT
esutjss-281	298	3	r.	r.	PROPN
esutjss-281	298	4	,	,	PUNCT
esutjss-281	298	5	&	&	CCONJ
esutjss-281	298	6	ottaviani	ottaviani	PROPN
esutjss-281	298	7	,	,	PUNCT
esutjss-281	298	8	m.	m.	NOUN
esutjss-281	298	9	(	(	PUNCT
esutjss-281	298	10	2012	2012	NUM
esutjss-281	298	11	)	)	PUNCT
esutjss-281	298	12	.	.	PUNCT
esutjss-281	299	1	financial	financial	ADJ
esutjss-281	299	2	advice	advice	NOUN
esutjss-281	299	3	.	.	PUNCT
esutjss-281	300	1	journal	journal	NOUN
esutjss-281	300	2	of	of	ADP
esutjss-281	300	3	economic	economic	ADJ
esutjss-281	300	4	literature	literature	NOUN
esutjss-281	300	5	,	,	PUNCT
esutjss-281	300	6	50(2	50(2	NUM
esutjss-281	300	7	)	)	PUNCT
esutjss-281	300	8	,	,	PUNCT
esutjss-281	300	9	494–512	494–512	NUM
esutjss-281	300	10	.	.	PUNCT
esutjss-281	301	1	iso	iso	PROPN
esutjss-281	301	2	10002	10002	NUM
esutjss-281	301	3	(	(	PUNCT
esutjss-281	301	4	2018	2018	NUM
esutjss-281	301	5	)	)	PUNCT
esutjss-281	301	6	.	.	PUNCT
esutjss-281	302	1	quality	quality	NOUN
esutjss-281	302	2	management	management	NOUN
esutjss-281	302	3	–	–	PUNCT
esutjss-281	302	4	customer	customer	NOUN
esutjss-281	302	5	satisfaction	satisfaction	NOUN
esutjss-281	302	6	–	–	PUNCT
esutjss-281	302	7	guidelines	guideline	NOUN
esutjss-281	302	8	for	for	ADP
esutjss-281	302	9	complaints	complaint	NOUN
esutjss-281	302	10	handling	handle	VERB
esutjss-281	302	11	in	in	ADP
esutjss-281	302	12	organizations	organization	NOUN
esutjss-281	302	13	.	.	PUNCT
esutjss-281	303	1	komunda	komunda	PROPN
esutjss-281	303	2	,	,	PUNCT
esutjss-281	303	3	m.	m.	NOUN
esutjss-281	303	4	,	,	PUNCT
esutjss-281	303	5	&	&	CCONJ
esutjss-281	303	6	osarenkhoe	osarenkhoe	NOUN
esutjss-281	303	7	,	,	PUNCT
esutjss-281	303	8	a.	a.	NOUN
esutjss-281	303	9	(	(	PUNCT
esutjss-281	303	10	2012	2012	NUM
esutjss-281	303	11	)	)	PUNCT
esutjss-281	303	12	.	.	PUNCT
esutjss-281	304	1	remedy	remedy	NOUN
esutjss-281	304	2	or	or	CCONJ
esutjss-281	304	3	cure	cure	VERB
esutjss-281	304	4	for	for	ADP
esutjss-281	304	5	service	service	NOUN
esutjss-281	304	6	failure	failure	NOUN
esutjss-281	304	7	?	?	PUNCT
esutjss-281	305	1	effects	effect	NOUN
esutjss-281	305	2	of	of	ADP
esutjss-281	305	3	service	service	NOUN
esutjss-281	305	4	recovery	recovery	NOUN
esutjss-281	305	5	on	on	ADP
esutjss-281	305	6	customer	customer	NOUN
esutjss-281	305	7	satisfaction	satisfaction	NOUN
esutjss-281	305	8	and	and	CCONJ
esutjss-281	305	9	loyalty	loyalty	NOUN
esutjss-281	305	10	.	.	PUNCT
esutjss-281	306	1	business	business	NOUN
esutjss-281	306	2	process	process	NOUN
esutjss-281	306	3	management	management	NOUN
esutjss-281	306	4	journal	journal	NOUN
esutjss-281	306	5	,	,	PUNCT
esutjss-281	306	6	18(1	18(1	NUM
esutjss-281	306	7	)	)	PUNCT
esutjss-281	306	8	,	,	PUNCT
esutjss-281	306	9	82–103	82–103	PROPN
esutjss-281	306	10	.	.	PUNCT
esutjss-281	306	11	kucuk	kucuk	NOUN
esutjss-281	306	12	,	,	PUNCT
esutjss-281	306	13	s.	s.	PROPN
esutjss-281	306	14	u.	u.	PROPN
esutjss-281	306	15	(	(	PUNCT
esutjss-281	306	16	2019	2019	NUM
esutjss-281	306	17	)	)	PUNCT
esutjss-281	306	18	.	.	PUNCT
esutjss-281	307	1	consumer	consumer	NOUN
esutjss-281	307	2	activism	activism	NOUN
esutjss-281	307	3	on	on	ADP
esutjss-281	307	4	the	the	DET
esutjss-281	307	5	internet	internet	NOUN
esutjss-281	307	6	:	:	PUNCT
esutjss-281	307	7	the	the	DET
esutjss-281	307	8	role	role	NOUN
esutjss-281	307	9	of	of	ADP
esutjss-281	307	10	anti	anti	ADJ
esutjss-281	307	11	-	-	ADJ
esutjss-281	307	12	brand	brand	ADJ
esutjss-281	307	13	communities	community	NOUN
esutjss-281	307	14	.	.	PUNCT
esutjss-281	308	1	journal	journal	PROPN
esutjss-281	308	2	of	of	ADP
esutjss-281	308	3	business	business	NOUN
esutjss-281	308	4	research	research	NOUN
esutjss-281	308	5	,	,	PUNCT
esutjss-281	308	6	98	98	NUM
esutjss-281	308	7	,	,	PUNCT
esutjss-281	308	8	223–234	223–234	NUM
esutjss-281	308	9	.	.	PUNCT
esutjss-281	309	1	ladhari	ladhari	PROPN
esutjss-281	309	2	,	,	PUNCT
esutjss-281	309	3	r.	r.	PROPN
esutjss-281	309	4	,	,	PUNCT
esutjss-281	309	5	gonthier	gonthier	NOUN
esutjss-281	309	6	,	,	PUNCT
esutjss-281	309	7	j.	j.	PROPN
esutjss-281	309	8	,	,	PUNCT
esutjss-281	309	9	&	&	CCONJ
esutjss-281	309	10	lajante	lajante	PROPN
esutjss-281	309	11	,	,	PUNCT
esutjss-281	309	12	m.	m.	NOUN
esutjss-281	309	13	(	(	PUNCT
esutjss-281	309	14	2017	2017	NUM
esutjss-281	309	15	)	)	PUNCT
esutjss-281	309	16	.	.	PUNCT
esutjss-281	310	1	generation	generation	NOUN
esutjss-281	310	2	y	y	PROPN
esutjss-281	310	3	and	and	CCONJ
esutjss-281	310	4	online	online	ADJ
esutjss-281	310	5	fashion	fashion	NOUN
esutjss-281	310	6	shopping	shopping	NOUN
esutjss-281	310	7	:	:	PUNCT
esutjss-281	310	8	orientations	orientation	NOUN
esutjss-281	310	9	and	and	CCONJ
esutjss-281	310	10	profiles	profile	NOUN
esutjss-281	310	11	.	.	PUNCT
esutjss-281	311	1	journal	journal	NOUN
esutjss-281	311	2	of	of	ADP
esutjss-281	311	3	retailing	retailing	NOUN
esutjss-281	311	4	and	and	CCONJ
esutjss-281	311	5	consumer	consumer	NOUN
esutjss-281	311	6	services	service	NOUN
esutjss-281	311	7	,	,	PUNCT
esutjss-281	311	8	34	34	NUM
esutjss-281	311	9	,	,	PUNCT
esutjss-281	311	10	345–352	345–352	NUM
esutjss-281	311	11	.	.	PUNCT
esutjss-281	312	1	liang	liang	PROPN
esutjss-281	312	2	,	,	PUNCT
esutjss-281	312	3	p.	p.	PROPN
esutjss-281	312	4	,	,	PUNCT
esutjss-281	312	5	jiang	jiang	PROPN
esutjss-281	312	6	,	,	PUNCT
esutjss-281	312	7	h.	h.	PROPN
esutjss-281	312	8	,	,	PUNCT
esutjss-281	312	9	wang	wang	PROPN
esutjss-281	312	10	,	,	PUNCT
esutjss-281	312	11	h.	h.	PROPN
esutjss-281	312	12	,	,	PUNCT
esutjss-281	312	13	&	&	CCONJ
esutjss-281	312	14	tang	tang	PROPN
esutjss-281	312	15	,	,	PUNCT
esutjss-281	312	16	j.	j.	PROPN
esutjss-281	312	17	(	(	PUNCT
esutjss-281	312	18	2024	2024	NUM
esutjss-281	312	19	)	)	PUNCT
esutjss-281	312	20	.	.	PUNCT
esutjss-281	313	1	mindfulness	mindfulness	NOUN
esutjss-281	313	2	and	and	CCONJ
esutjss-281	313	3	impulsive	impulsive	ADJ
esutjss-281	313	4	behavior	behavior	NOUN
esutjss-281	313	5	:	:	PUNCT
esutjss-281	313	6	exploring	explore	VERB
esutjss-281	313	7	the	the	DET
esutjss-281	313	8	mediating	mediate	VERB
esutjss-281	313	9	roles	role	NOUN
esutjss-281	313	10	of	of	ADP
esutjss-281	313	11	self	self	NOUN
esutjss-281	313	12	-	-	PUNCT
esutjss-281	313	13	reflection	reflection	NOUN
esutjss-281	313	14	and	and	CCONJ
esutjss-281	313	15	coping	cope	VERB
esutjss-281	313	16	effectiveness	effectiveness	NOUN
esutjss-281	313	17	among	among	ADP
esutjss-281	313	18	highlevel	highlevel	ADJ
esutjss-281	313	19	athletes	athlete	NOUN
esutjss-281	313	20	in	in	ADP
esutjss-281	313	21	central	central	ADJ
esutjss-281	313	22	china	china	PROPN
esutjss-281	313	23	.	.	PUNCT
esutjss-281	314	1	frontiers	frontier	NOUN
esutjss-281	314	2	in	in	ADP
esutjss-281	314	3	psychology	psychology	NOUN
esutjss-281	314	4	,	,	PUNCT
esutjss-281	314	5	15	15	NUM
esutjss-281	314	6	,	,	PUNCT
esutjss-281	314	7	1304901	1304901	NUM
esutjss-281	314	8	.	.	PUNCT
esutjss-281	315	1	liu	liu	PROPN
esutjss-281	315	2	,	,	PUNCT
esutjss-281	315	3	h.	h.	PROPN
esutjss-281	315	4	,	,	PUNCT
esutjss-281	315	5	jayawardhena	jayawardhena	PROPN
esutjss-281	315	6	,	,	PUNCT
esutjss-281	315	7	c.	c.	PROPN
esutjss-281	315	8	,	,	PUNCT
esutjss-281	315	9	dibb	dibb	PROPN
esutjss-281	315	10	,	,	PUNCT
esutjss-281	315	11	s.	s.	PROPN
esutjss-281	315	12	,	,	PUNCT
esutjss-281	315	13	&	&	CCONJ
esutjss-281	315	14	ranaweera	ranaweera	NOUN
esutjss-281	315	15	,	,	PUNCT
esutjss-281	315	16	c.	c.	PROPN
esutjss-281	315	17	(	(	PUNCT
esutjss-281	315	18	2019	2019	NUM
esutjss-281	315	19	)	)	PUNCT
esutjss-281	315	20	.	.	PUNCT
esutjss-281	316	1	examining	examine	VERB
esutjss-281	316	2	the	the	DET
esutjss-281	316	3	trade	trade	NOUN
esutjss-281	316	4	-	-	PUNCT
esutjss-281	316	5	off	off	NOUN
esutjss-281	316	6	between	between	ADP
esutjss-281	316	7	compensation	compensation	NOUN
esutjss-281	316	8	and	and	CCONJ
esutjss-281	316	9	promptness	promptness	NOUN
esutjss-281	316	10	in	in	ADP
esutjss-281	316	11	ewom	ewom	NOUN
esutjss-281	316	12	-	-	PUNCT
esutjss-281	316	13	triggered	trigger	VERB
esutjss-281	316	14	service	service	NOUN
esutjss-281	316	15	recovery	recovery	NOUN
esutjss-281	316	16	:	:	PUNCT
esutjss-281	316	17	a	a	DET
esutjss-281	316	18	restorative	restorative	ADJ
esutjss-281	316	19	justice	justice	NOUN
esutjss-281	316	20	perspective	perspective	NOUN
esutjss-281	316	21	.	.	PUNCT
esutjss-281	317	1	tourism	tourism	NOUN
esutjss-281	317	2	management	management	NOUN
esutjss-281	317	3	,	,	PUNCT
esutjss-281	317	4	75	75	NUM
esutjss-281	317	5	,	,	PUNCT
esutjss-281	317	6	381–392	381–392	NUM
esutjss-281	317	7	.	.	PUNCT
esutjss-281	318	1	lodoen	lodoen	PROPN
esutjss-281	318	2	,	,	PUNCT
esutjss-281	318	3	s.	s.	PROPN
esutjss-281	318	4	(	(	PUNCT
esutjss-281	318	5	2024	2024	NUM
esutjss-281	318	6	)	)	PUNCT
esutjss-281	318	7	.	.	PUNCT
esutjss-281	319	1	subjectivity	subjectivity	NOUN
esutjss-281	319	2	under	under	ADP
esutjss-281	319	3	the	the	DET
esutjss-281	319	4	smartphone	smartphone	NOUN
esutjss-281	319	5	:	:	PUNCT
esutjss-281	319	6	a	a	DET
esutjss-281	319	7	rhetorical	rhetorical	ADJ
esutjss-281	319	8	examination	examination	NOUN
esutjss-281	319	9	of	of	ADP
esutjss-281	319	10	digital	digital	ADJ
esutjss-281	319	11	communications	communication	NOUN
esutjss-281	319	12	technologies	technology	NOUN
esutjss-281	319	13	.	.	PUNCT
esutjss-281	320	1	https://uwspace.uwaterloo.ca/handle/10012/20737	https://uwspace.uwaterloo.ca/handle/10012/20737	PROPN
esutjss-281	320	2	malhotra	malhotra	PROPN
esutjss-281	320	3	,	,	PUNCT
esutjss-281	320	4	n.	n.	PROPN
esutjss-281	320	5	k.	k.	PROPN
esutjss-281	320	6	,	,	PUNCT
esutjss-281	320	7	ulgado	ulgado	PROPN
esutjss-281	320	8	,	,	PUNCT
esutjss-281	320	9	f.	f.	PROPN
esutjss-281	320	10	m.	m.	PROPN
esutjss-281	320	11	,	,	PUNCT
esutjss-281	320	12	agarwal	agarwal	PROPN
esutjss-281	320	13	,	,	PUNCT
esutjss-281	320	14	j.	j.	PROPN
esutjss-281	320	15	,	,	PUNCT
esutjss-281	320	16	shainesh	shainesh	PROPN
esutjss-281	320	17	,	,	PUNCT
esutjss-281	320	18	g.	g.	PROPN
esutjss-281	320	19	,	,	PUNCT
esutjss-281	320	20	&	&	CCONJ
esutjss-281	320	21	wu	wu	PROPN
esutjss-281	320	22	,	,	PUNCT
esutjss-281	320	23	l.	l.	PROPN
esutjss-281	320	24	(	(	PUNCT
esutjss-281	320	25	2005	2005	NUM
esutjss-281	320	26	)	)	PUNCT
esutjss-281	320	27	.	.	PUNCT
esutjss-281	321	1	dimensions	dimension	NOUN
esutjss-281	321	2	of	of	ADP
esutjss-281	321	3	service	service	NOUN
esutjss-281	321	4	quality	quality	NOUN
esutjss-281	321	5	in	in	ADP
esutjss-281	321	6	developed	develop	VERB
esutjss-281	321	7	and	and	CCONJ
esutjss-281	321	8	developing	develop	VERB
esutjss-281	321	9	economies	economy	NOUN
esutjss-281	321	10	:	:	PUNCT
esutjss-281	321	11	multi	multi	ADJ
esutjss-281	321	12	-	-	ADJ
esutjss-281	321	13	country	country	ADJ
esutjss-281	321	14	cross	cross	ADJ
esutjss-281	321	15	-	-	ADJ
esutjss-281	321	16	cultural	cultural	ADJ
esutjss-281	321	17	comparisons	comparison	NOUN
esutjss-281	321	18	.	.	PUNCT
esutjss-281	322	1	international	international	ADJ
esutjss-281	322	2	marketing	marketing	NOUN
esutjss-281	322	3	review	review	NOUN
esutjss-281	322	4	,	,	PUNCT
esutjss-281	322	5	22(3	22(3	NUM
esutjss-281	322	6	)	)	PUNCT
esutjss-281	322	7	,	,	PUNCT
esutjss-281	322	8	256–278	256–278	NUM
esutjss-281	322	9	.	.	PUNCT
esutjss-281	323	1	malle	malle	PROPN
esutjss-281	323	2	,	,	PUNCT
esutjss-281	323	3	b.	b.	PROPN
esutjss-281	323	4	f.	f.	PROPN
esutjss-281	323	5	(	(	PUNCT
esutjss-281	323	6	2022	2022	NUM
esutjss-281	323	7	)	)	PUNCT
esutjss-281	323	8	.	.	PUNCT
esutjss-281	324	1	attribution	attribution	NOUN
esutjss-281	324	2	theories	theorie	VERB
esutjss-281	324	3	:	:	PUNCT
esutjss-281	324	4	how	how	SCONJ
esutjss-281	324	5	people	people	NOUN
esutjss-281	324	6	make	make	VERB
esutjss-281	324	7	sense	sense	NOUN
esutjss-281	324	8	of	of	ADP
esutjss-281	324	9	behavior	behavior	NOUN
esutjss-281	324	10	.	.	PUNCT
esutjss-281	325	1	in	in	ADP
esutjss-281	325	2	chadee	chadee	PROPN
esutjss-281	325	3	,	,	PUNCT
esutjss-281	325	4	d.	d.	PROPN
esutjss-281	325	5	(	(	PUNCT
esutjss-281	325	6	ed	ed	NOUN
esutjss-281	325	7	.	.	PUNCT
esutjss-281	325	8	)	)	PUNCT
esutjss-281	325	9	,	,	PUNCT
esutjss-281	325	10	theories	theory	NOUN
esutjss-281	325	11	in	in	ADP
esutjss-281	325	12	social	social	ADJ
esutjss-281	325	13	psychology	psychology	NOUN
esutjss-281	325	14	(	(	PUNCT
esutjss-281	325	15	2nd	2nd	NOUN
esutjss-281	325	16	edition	edition	NOUN
esutjss-281	325	17	,	,	PUNCT
esutjss-281	325	18	pp	pp	PROPN
esutjss-281	325	19	.	.	PUNCT
esutjss-281	326	1	93	93	NUM
esutjss-281	326	2	-	-	SYM
esutjss-281	326	3	119	119	NUM
esutjss-281	326	4	)	)	PUNCT
esutjss-281	326	5	.	.	PUNCT
esutjss-281	327	1	wiley	wiley	PROPN
esutjss-281	327	2	-	-	PUNCT
esutjss-281	327	3	blackwell	blackwell	PROPN
esutjss-281	327	4	.	.	PUNCT
esutjss-281	328	1	micossi	micossi	PROPN
esutjss-281	328	2	,	,	PUNCT
esutjss-281	328	3	s.	s.	PROPN
esutjss-281	328	4	(	(	PUNCT
esutjss-281	328	5	2015	2015	NUM
esutjss-281	328	6	)	)	PUNCT
esutjss-281	328	7	.	.	PUNCT
esutjss-281	329	1	the	the	DET
esutjss-281	329	2	monetary	monetary	ADJ
esutjss-281	329	3	policy	policy	NOUN
esutjss-281	329	4	of	of	ADP
esutjss-281	329	5	the	the	DET
esutjss-281	329	6	european	european	PROPN
esutjss-281	329	7	central	central	PROPN
esutjss-281	329	8	bank	bank	PROPN
esutjss-281	329	9	(	(	PUNCT
esutjss-281	329	10	2002	2002	NUM
esutjss-281	329	11	-	-	SYM
esutjss-281	329	12	2015	2015	NUM
esutjss-281	329	13	)	)	PUNCT
esutjss-281	329	14	.	.	PUNCT
esutjss-281	330	1	ceps	ceps	PROPN
esutjss-281	330	2	special	special	ADJ
esutjss-281	330	3	report	report	NOUN
esutjss-281	330	4	,	,	PUNCT
esutjss-281	330	5	109	109	NUM
esutjss-281	330	6	.	.	PUNCT
esutjss-281	331	1	https://papers.ssrn.com/sol3/papers.cfm?abstract_id=2613352	https://papers.ssrn.com/sol3/papers.cfm?abstract_id=2613352	NOUN
esutjss-281	331	2	mirzoev	mirzoev	NOUN
esutjss-281	331	3	,	,	PUNCT
esutjss-281	331	4	t.	t.	PROPN
esutjss-281	331	5	,	,	PUNCT
esutjss-281	331	6	&	&	CCONJ
esutjss-281	331	7	kane	kane	PROPN
esutjss-281	331	8	,	,	PUNCT
esutjss-281	331	9	s.	s.	PROPN
esutjss-281	331	10	(	(	PUNCT
esutjss-281	331	11	2018	2018	NUM
esutjss-281	331	12	)	)	PUNCT
esutjss-281	331	13	.	.	PUNCT
esutjss-281	332	1	key	key	ADJ
esutjss-281	332	2	strategies	strategy	NOUN
esutjss-281	332	3	to	to	PART
esutjss-281	332	4	improve	improve	VERB
esutjss-281	332	5	systems	system	NOUN
esutjss-281	332	6	for	for	ADP
esutjss-281	332	7	managing	manage	VERB
esutjss-281	332	8	patient	patient	ADJ
esutjss-281	332	9	complaints	complaint	NOUN
esutjss-281	332	10	within	within	ADP
esutjss-281	332	11	health	health	NOUN
esutjss-281	332	12	facilities	facility	NOUN
esutjss-281	332	13	–	–	PUNCT
esutjss-281	332	14	what	what	PRON
esutjss-281	332	15	can	can	AUX
esutjss-281	332	16	we	we	PRON
esutjss-281	332	17	learn	learn	VERB
esutjss-281	332	18	from	from	ADP
esutjss-281	332	19	the	the	DET
esutjss-281	332	20	existing	exist	VERB
esutjss-281	332	21	literature	literature	NOUN
esutjss-281	332	22	?	?	PUNCT
esutjss-281	333	1	https://doi.org/10.1007/978-3-319-24612-3_2301	https://doi.org/10.1007/978-3-319-24612-3_2301	PROPN
esutjss-281	333	2	213	213	NUM
esutjss-281	333	3	global	global	ADJ
esutjss-281	333	4	health	health	NOUN
esutjss-281	333	5	action	action	NOUN
esutjss-281	333	6	,	,	PUNCT
esutjss-281	333	7	11(1	11(1	NUM
esutjss-281	333	8	)	)	PUNCT
esutjss-281	333	9	,	,	PUNCT
esutjss-281	333	10	1458938	1458938	NUM
esutjss-281	333	11	.	.	PUNCT
esutjss-281	334	1	https://doi.org/10.1080/16549716.2018.1458938	https://doi.org/10.1080/16549716.2018.1458938	PROPN
esutjss-281	334	2	monferrer	monferrer	PROPN
esutjss-281	334	3	tirado	tirado	PROPN
esutjss-281	334	4	,	,	PUNCT
esutjss-281	334	5	d.	d.	PROPN
esutjss-281	334	6	,	,	PUNCT
esutjss-281	334	7	vidal	vidal	NOUN
esutjss-281	334	8	-	-	PUNCT
esutjss-281	334	9	meliá	meliá	PROPN
esutjss-281	334	10	,	,	PUNCT
esutjss-281	334	11	l.	l.	PROPN
esutjss-281	334	12	,	,	PUNCT
esutjss-281	334	13	cardiff	cardiff	PROPN
esutjss-281	334	14	,	,	PUNCT
esutjss-281	334	15	j.	j.	PROPN
esutjss-281	334	16	and	and	CCONJ
esutjss-281	334	17	quille	quille	PROPN
esutjss-281	334	18	,	,	PUNCT
esutjss-281	334	19	k.	k.	PROPN
esutjss-281	334	20	(	(	PUNCT
esutjss-281	334	21	2024	2024	NUM
esutjss-281	334	22	)	)	PUNCT
esutjss-281	334	23	,	,	PUNCT
esutjss-281	334	24	vulnerable	vulnerable	ADJ
esutjss-281	334	25	customers	customer	NOUN
esutjss-281	334	26	'	'	PART
esutjss-281	334	27	perception	perception	NOUN
esutjss-281	334	28	of	of	ADP
esutjss-281	334	29	corporate	corporate	ADJ
esutjss-281	334	30	social	social	ADJ
esutjss-281	334	31	responsibility	responsibility	NOUN
esutjss-281	334	32	in	in	ADP
esutjss-281	334	33	the	the	DET
esutjss-281	334	34	banking	banking	NOUN
esutjss-281	334	35	sector	sector	NOUN
esutjss-281	334	36	in	in	ADP
esutjss-281	334	37	a	a	DET
esutjss-281	334	38	post	post	ADJ
esutjss-281	334	39	-	-	ADJ
esutjss-281	334	40	crisis	crisis	ADJ
esutjss-281	334	41	context	context	NOUN
esutjss-281	334	42	,	,	PUNCT
esutjss-281	334	43	international	international	ADJ
esutjss-281	334	44	journal	journal	NOUN
esutjss-281	334	45	of	of	ADP
esutjss-281	334	46	bank	bank	PROPN
esutjss-281	334	47	marketing	marketing	NOUN
esutjss-281	334	48	,	,	PUNCT
esutjss-281	334	49	42(6	42(6	NOUN
esutjss-281	334	50	)	)	PUNCT
esutjss-281	334	51	,	,	PUNCT
esutjss-281	334	52	11481177	11481177	NUM
esutjss-281	334	53	.	.	PUNCT
esutjss-281	335	1	https://doi.org/10.1108/ijbm-03-2023-0162	https://doi.org/10.1108/ijbm-03-2023-0162	PROPN
esutjss-281	335	2	moore	moore	PROPN
esutjss-281	335	3	,	,	PUNCT
esutjss-281	335	4	d.	d.	PROPN
esutjss-281	335	5	a.	a.	PROPN
esutjss-281	335	6	,	,	PUNCT
esutjss-281	335	7	&	&	CCONJ
esutjss-281	335	8	healy	healy	PROPN
esutjss-281	335	9	,	,	PUNCT
esutjss-281	335	10	p.	p.	PROPN
esutjss-281	335	11	j.	j.	PROPN
esutjss-281	335	12	(	(	PUNCT
esutjss-281	335	13	2008	2008	NUM
esutjss-281	335	14	)	)	PUNCT
esutjss-281	335	15	.	.	PUNCT
esutjss-281	336	1	the	the	DET
esutjss-281	336	2	trouble	trouble	NOUN
esutjss-281	336	3	with	with	ADP
esutjss-281	336	4	overconfidence	overconfidence	NOUN
esutjss-281	336	5	.	.	PUNCT
esutjss-281	337	1	psychological	psychological	ADJ
esutjss-281	337	2	review	review	NOUN
esutjss-281	337	3	,	,	PUNCT
esutjss-281	337	4	115(2	115(2	NUM
esutjss-281	337	5	)	)	PUNCT
esutjss-281	337	6	,	,	PUNCT
esutjss-281	337	7	502	502	NUM
esutjss-281	337	8	.	.	PUNCT
esutjss-281	338	1	morgeson	morgeson	PROPN
esutjss-281	338	2	,	,	PUNCT
esutjss-281	338	3	f.	f.	PROPN
esutjss-281	338	4	v.	v.	PROPN
esutjss-281	338	5	,	,	PUNCT
esutjss-281	338	6	hult	hult	PROPN
esutjss-281	338	7	,	,	PUNCT
esutjss-281	338	8	g.	g.	PROPN
esutjss-281	338	9	t.	t.	PROPN
esutjss-281	338	10	m.	m.	PROPN
esutjss-281	338	11	,	,	PUNCT
esutjss-281	338	12	mithas	mithas	PROPN
esutjss-281	338	13	,	,	PUNCT
esutjss-281	338	14	s.	s.	PROPN
esutjss-281	338	15	,	,	PUNCT
esutjss-281	338	16	keiningham	keiningham	PROPN
esutjss-281	338	17	,	,	PUNCT
esutjss-281	338	18	t.	t.	PROPN
esutjss-281	338	19	l.	l.	PROPN
esutjss-281	338	20	,	,	PUNCT
esutjss-281	338	21	&	&	CCONJ
esutjss-281	338	22	fornell	fornell	PROPN
esutjss-281	338	23	,	,	PUNCT
esutjss-281	338	24	c.	c.	PROPN
esutjss-281	338	25	(	(	PUNCT
esutjss-281	338	26	2020	2020	NUM
esutjss-281	338	27	)	)	PUNCT
esutjss-281	338	28	.	.	PUNCT
esutjss-281	339	1	turning	turn	VERB
esutjss-281	339	2	complaints	complaint	NOUN
esutjss-281	339	3	into	into	ADP
esutjss-281	339	4	profit	profit	NOUN
esutjss-281	339	5	:	:	PUNCT
esutjss-281	339	6	how	how	SCONJ
esutjss-281	339	7	to	to	PART
esutjss-281	339	8	manage	manage	VERB
esutjss-281	339	9	online	online	ADJ
esutjss-281	339	10	customer	customer	NOUN
esutjss-281	339	11	dissatisfaction	dissatisfaction	NOUN
esutjss-281	339	12	in	in	ADP
esutjss-281	339	13	service	service	NOUN
esutjss-281	339	14	settings	setting	NOUN
esutjss-281	339	15	.	.	PUNCT
esutjss-281	340	1	journal	journal	NOUN
esutjss-281	340	2	of	of	ADP
esutjss-281	340	3	service	service	NOUN
esutjss-281	340	4	research	research	NOUN
esutjss-281	340	5	,	,	PUNCT
esutjss-281	340	6	23(1	23(1	NUM
esutjss-281	340	7	)	)	PUNCT
esutjss-281	340	8	,	,	PUNCT
esutjss-281	340	9	78–95	78–95	NUM
esutjss-281	340	10	.	.	PUNCT
esutjss-281	341	1	mosier	mosier	PROPN
esutjss-281	341	2	,	,	PUNCT
esutjss-281	341	3	k.	k.	PROPN
esutjss-281	341	4	l.	l.	PROPN
esutjss-281	341	5	,	,	PUNCT
esutjss-281	341	6	&	&	CCONJ
esutjss-281	341	7	fischer	fischer	PROPN
esutjss-281	341	8	,	,	PUNCT
esutjss-281	341	9	u.	u.	PROPN
esutjss-281	341	10	m.	m.	NOUN
esutjss-281	341	11	(	(	PUNCT
esutjss-281	341	12	2017	2017	NUM
esutjss-281	341	13	)	)	PUNCT
esutjss-281	341	14	.	.	PUNCT
esutjss-281	342	1	judgment	judgment	NOUN
esutjss-281	342	2	and	and	CCONJ
esutjss-281	342	3	decision	decision	NOUN
esutjss-281	342	4	making	making	NOUN
esutjss-281	342	5	by	by	ADP
esutjss-281	342	6	individuals	individual	NOUN
esutjss-281	342	7	and	and	CCONJ
esutjss-281	342	8	teams	team	NOUN
esutjss-281	342	9	:	:	PUNCT
esutjss-281	342	10	issues	issue	NOUN
esutjss-281	342	11	,	,	PUNCT
esutjss-281	342	12	models	model	NOUN
esutjss-281	342	13	,	,	PUNCT
esutjss-281	342	14	and	and	CCONJ
esutjss-281	342	15	applications	application	NOUN
esutjss-281	342	16	.	.	PUNCT
esutjss-281	343	1	in	in	ADP
esutjss-281	343	2	decision	decision	NOUN
esutjss-281	343	3	making	making	NOUN
esutjss-281	343	4	in	in	ADP
esutjss-281	343	5	aviation	aviation	NOUN
esutjss-281	343	6	(	(	PUNCT
esutjss-281	343	7	pp	pp	ADJ
esutjss-281	343	8	.	.	PUNCT
esutjss-281	343	9	139	139	NUM
esutjss-281	343	10	–	–	SYM
esutjss-281	343	11	198	198	NUM
esutjss-281	343	12	)	)	PUNCT
esutjss-281	343	13	.	.	PUNCT
esutjss-281	344	1	routledge	routledge	PROPN
esutjss-281	344	2	.	.	PUNCT
esutjss-281	345	1	https://www.taylorfrancis.com/chapters/edit/10.4324/9781315095080	https://www.taylorfrancis.com/chapters/edit/10.4324/9781315095080	PROPN
esutjss-281	345	2	naimi	naimi	NOUN
esutjss-281	345	3	-	-	PUNCT
esutjss-281	345	4	sadigh	sadigh	ADJ
esutjss-281	345	5	,	,	PUNCT
esutjss-281	345	6	a.	a.	NOUN
esutjss-281	345	7	,	,	PUNCT
esutjss-281	345	8	asgari	asgari	PROPN
esutjss-281	345	9	,	,	PUNCT
esutjss-281	345	10	t.	t.	PROPN
esutjss-281	345	11	,	,	PUNCT
esutjss-281	345	12	&	&	CCONJ
esutjss-281	345	13	rabiei	rabiei	PROPN
esutjss-281	345	14	,	,	PUNCT
esutjss-281	345	15	m.	m.	NOUN
esutjss-281	345	16	(	(	PUNCT
esutjss-281	345	17	2022	2022	NUM
esutjss-281	345	18	)	)	PUNCT
esutjss-281	345	19	.	.	PUNCT
esutjss-281	346	1	digital	digital	ADJ
esutjss-281	346	2	transformation	transformation	NOUN
esutjss-281	346	3	in	in	ADP
esutjss-281	346	4	the	the	DET
esutjss-281	346	5	value	value	NOUN
esutjss-281	346	6	chain	chain	NOUN
esutjss-281	346	7	disruption	disruption	NOUN
esutjss-281	346	8	of	of	ADP
esutjss-281	346	9	banking	banking	NOUN
esutjss-281	346	10	services	service	NOUN
esutjss-281	346	11	.	.	PUNCT
esutjss-281	347	1	journal	journal	NOUN
esutjss-281	347	2	of	of	ADP
esutjss-281	347	3	the	the	DET
esutjss-281	347	4	knowledge	knowledge	NOUN
esutjss-281	347	5	economy	economy	NOUN
esutjss-281	347	6	,	,	PUNCT
esutjss-281	347	7	13(2	13(2	PROPN
esutjss-281	347	8	)	)	PUNCT
esutjss-281	347	9	,	,	PUNCT
esutjss-281	347	10	1212–1242	1212–1242	NUM
esutjss-281	347	11	.	.	PUNCT
esutjss-281	348	1	https://doi.org/10.1007/s13132-021-00759-0	https://doi.org/10.1007/s13132-021-00759-0	NUM
esutjss-281	348	2	neubaum	neubaum	PROPN
esutjss-281	348	3	,	,	PUNCT
esutjss-281	348	4	g.	g.	PROPN
esutjss-281	348	5	(	(	PUNCT
esutjss-281	348	6	2016	2016	NUM
esutjss-281	348	7	)	)	PUNCT
esutjss-281	348	8	.	.	PUNCT
esutjss-281	349	1	monitoring	monitor	VERB
esutjss-281	349	2	and	and	CCONJ
esutjss-281	349	3	expressing	express	VERB
esutjss-281	349	4	opinions	opinion	NOUN
esutjss-281	349	5	on	on	ADP
esutjss-281	349	6	social	social	ADJ
esutjss-281	349	7	networking	networking	NOUN
esutjss-281	349	8	sites	site	NOUN
esutjss-281	349	9	–	–	PUNCT
esutjss-281	349	10	empirical	empirical	ADJ
esutjss-281	349	11	investigations	investigation	NOUN
esutjss-281	349	12	based	base	VERB
esutjss-281	349	13	on	on	ADP
esutjss-281	349	14	the	the	DET
esutjss-281	349	15	spiral	spiral	NOUN
esutjss-281	349	16	of	of	ADP
esutjss-281	349	17	silence	silence	NOUN
esutjss-281	349	18	theory	theory	NOUN
esutjss-281	349	19	[	[	X
esutjss-281	349	20	phd	phd	NOUN
esutjss-281	349	21	thesis	thesis	NOUN
esutjss-281	349	22	,	,	PUNCT
esutjss-281	349	23	dissertation	dissertation	NOUN
esutjss-281	349	24	,	,	PUNCT
esutjss-281	349	25	duisburg	duisburg	PROPN
esutjss-281	349	26	,	,	PUNCT
esutjss-281	349	27	essen	essen	NOUN
esutjss-281	349	28	,	,	PUNCT
esutjss-281	349	29	universität	universität	ADJ
esutjss-281	349	30	duisburg	duisburg	NOUN
esutjss-281	349	31	-	-	PUNCT
esutjss-281	349	32	essen	essen	NOUN
esutjss-281	349	33	,	,	PUNCT
esutjss-281	349	34	2016	2016	NUM
esutjss-281	349	35	]	]	PUNCT
esutjss-281	349	36	.	.	PUNCT
esutjss-281	350	1	https://core.ac.uk/download/pdf/79431131.pdf	https://core.ac.uk/download/pdf/79431131.pdf	PROPN
esutjss-281	350	2	newton	newton	PROPN
esutjss-281	350	3	,	,	PUNCT
esutjss-281	350	4	d.	d.	PROPN
esutjss-281	350	5	p.	p.	PROPN
esutjss-281	350	6	(	(	PUNCT
esutjss-281	350	7	2013	2013	NUM
esutjss-281	350	8	)	)	PUNCT
esutjss-281	350	9	.	.	PUNCT
esutjss-281	351	1	moods	mood	NOUN
esutjss-281	351	2	,	,	PUNCT
esutjss-281	351	3	emotions	emotion	NOUN
esutjss-281	351	4	and	and	CCONJ
esutjss-281	351	5	creative	creative	ADJ
esutjss-281	351	6	thinking	thinking	NOUN
esutjss-281	351	7	:	:	PUNCT
esutjss-281	351	8	a	a	DET
esutjss-281	351	9	framework	framework	NOUN
esutjss-281	351	10	for	for	ADP
esutjss-281	351	11	teaching	teaching	NOUN
esutjss-281	351	12	.	.	PUNCT
esutjss-281	352	1	thinking	thinking	NOUN
esutjss-281	352	2	skills	skill	NOUN
esutjss-281	352	3	and	and	CCONJ
esutjss-281	352	4	creativity	creativity	NOUN
esutjss-281	352	5	,	,	PUNCT
esutjss-281	352	6	8	8	NUM
esutjss-281	352	7	,	,	PUNCT
esutjss-281	352	8	34–44	34–44	NUM
esutjss-281	352	9	.	.	PUNCT
esutjss-281	353	1	pizam	pizam	NOUN
esutjss-281	353	2	,	,	PUNCT
esutjss-281	353	3	a.	a.	NOUN
esutjss-281	353	4	,	,	PUNCT
esutjss-281	353	5	shapoval	shapoval	NOUN
esutjss-281	353	6	,	,	PUNCT
esutjss-281	353	7	v.	v.	PROPN
esutjss-281	353	8	,	,	PUNCT
esutjss-281	353	9	&	&	CCONJ
esutjss-281	353	10	ellis	ellis	PROPN
esutjss-281	353	11	,	,	PUNCT
esutjss-281	353	12	t.	t.	PROPN
esutjss-281	353	13	(	(	PUNCT
esutjss-281	353	14	2016	2016	NUM
esutjss-281	353	15	)	)	PUNCT
esutjss-281	353	16	.	.	PUNCT
esutjss-281	354	1	customer	customer	NOUN
esutjss-281	354	2	satisfaction	satisfaction	NOUN
esutjss-281	354	3	and	and	CCONJ
esutjss-281	354	4	its	its	PRON
esutjss-281	354	5	measurement	measurement	NOUN
esutjss-281	354	6	in	in	ADP
esutjss-281	354	7	hospitality	hospitality	NOUN
esutjss-281	354	8	enterprises	enterprise	NOUN
esutjss-281	354	9	:	:	PUNCT
esutjss-281	354	10	a	a	DET
esutjss-281	354	11	revisit	revisit	NOUN
esutjss-281	354	12	and	and	CCONJ
esutjss-281	354	13	update	update	VERB
esutjss-281	354	14	.	.	PUNCT
esutjss-281	355	1	international	international	ADJ
esutjss-281	355	2	journal	journal	PROPN
esutjss-281	355	3	of	of	ADP
esutjss-281	355	4	contemporary	contemporary	PROPN
esutjss-281	355	5	hospitality	hospitality	PROPN
esutjss-281	355	6	management	management	NOUN
esutjss-281	355	7	,	,	PUNCT
esutjss-281	355	8	28(1	28(1	NOUN
esutjss-281	355	9	)	)	PUNCT
esutjss-281	355	10	,	,	PUNCT
esutjss-281	355	11	2–35	2–35	PROPN
esutjss-281	355	12	.	.	PUNCT
esutjss-281	356	1	popelnukha	popelnukha	PROPN
esutjss-281	356	2	,	,	PUNCT
esutjss-281	356	3	a.	a.	PROPN
esutjss-281	356	4	,	,	PUNCT
esutjss-281	356	5	weng	weng	PROPN
esutjss-281	356	6	,	,	PUNCT
esutjss-281	356	7	q.	q.	PROPN
esutjss-281	356	8	(	(	PUNCT
esutjss-281	356	9	derek	derek	PROPN
esutjss-281	356	10	)	)	PUNCT
esutjss-281	356	11	,	,	PUNCT
esutjss-281	356	12	ali	ali	PROPN
esutjss-281	356	13	,	,	PUNCT
esutjss-281	356	14	a.	a.	PROPN
esutjss-281	356	15	,	,	PUNCT
esutjss-281	356	16	&	&	CCONJ
esutjss-281	356	17	atamba	atamba	PROPN
esutjss-281	356	18	,	,	PUNCT
esutjss-281	356	19	c.	c.	PROPN
esutjss-281	356	20	(	(	PUNCT
esutjss-281	356	21	2021	2021	NUM
esutjss-281	356	22	)	)	PUNCT
esutjss-281	356	23	.	.	PUNCT
esutjss-281	357	1	when	when	SCONJ
esutjss-281	357	2	do	do	AUX
esutjss-281	357	3	low‐power	low‐power	PROPN
esutjss-281	357	4	customers	customer	NOUN
esutjss-281	357	5	complain	complain	VERB
esutjss-281	357	6	?	?	PUNCT
esutjss-281	358	1	the	the	DET
esutjss-281	358	2	joint	joint	ADJ
esutjss-281	358	3	effects	effect	NOUN
esutjss-281	358	4	of	of	ADP
esutjss-281	358	5	chronic	chronic	ADJ
esutjss-281	358	6	sense	sense	NOUN
esutjss-281	358	7	of	of	ADP
esutjss-281	358	8	personal	personal	ADJ
esutjss-281	358	9	power	power	NOUN
esutjss-281	358	10	and	and	CCONJ
esutjss-281	358	11	complaint	complaint	NOUN
esutjss-281	358	12	success	success	NOUN
esutjss-281	358	13	on	on	ADP
esutjss-281	358	14	complaining	complain	VERB
esutjss-281	358	15	intentions	intention	NOUN
esutjss-281	358	16	.	.	PUNCT
esutjss-281	359	1	journal	journal	NOUN
esutjss-281	359	2	of	of	ADP
esutjss-281	359	3	consumer	consumer	NOUN
esutjss-281	359	4	behaviour	behaviour	NOUN
esutjss-281	359	5	,	,	PUNCT
esutjss-281	359	6	20(1	20(1	NUM
esutjss-281	359	7	)	)	PUNCT
esutjss-281	359	8	,	,	PUNCT
esutjss-281	359	9	101–118	101–118	NUM
esutjss-281	359	10	.	.	PUNCT
esutjss-281	360	1	https://doi.org/10.1002/cb.1859	https://doi.org/10.1002/cb.1859	NOUN
esutjss-281	360	2	pramanik	pramanik	VERB
esutjss-281	360	3	,	,	PUNCT
esutjss-281	360	4	h.	h.	PROPN
esutjss-281	360	5	s.	s.	PROPN
esutjss-281	360	6	,	,	PUNCT
esutjss-281	360	7	kirtania	kirtania	PROPN
esutjss-281	360	8	,	,	PUNCT
esutjss-281	360	9	m.	m.	NOUN
esutjss-281	360	10	,	,	PUNCT
esutjss-281	360	11	&	&	CCONJ
esutjss-281	360	12	pani	pani	PROPN
esutjss-281	360	13	,	,	PUNCT
esutjss-281	360	14	a.	a.	PROPN
esutjss-281	360	15	k.	k.	PROPN
esutjss-281	360	16	(	(	PUNCT
esutjss-281	360	17	2019	2019	NUM
esutjss-281	360	18	)	)	PUNCT
esutjss-281	360	19	.	.	PUNCT
esutjss-281	361	1	essence	essence	NOUN
esutjss-281	361	2	of	of	ADP
esutjss-281	361	3	digital	digital	ADJ
esutjss-281	361	4	transformation	transformation	NOUN
esutjss-281	361	5	—	—	PUNCT
esutjss-281	361	6	manifestations	manifestation	NOUN
esutjss-281	361	7	at	at	ADP
esutjss-281	361	8	large	large	ADJ
esutjss-281	361	9	financial	financial	ADJ
esutjss-281	361	10	institutions	institution	NOUN
esutjss-281	361	11	from	from	ADP
esutjss-281	361	12	north	north	PROPN
esutjss-281	361	13	america	america	PROPN
esutjss-281	361	14	.	.	PUNCT
esutjss-281	362	1	future	future	ADJ
esutjss-281	362	2	generation	generation	NOUN
esutjss-281	362	3	computer	computer	NOUN
esutjss-281	362	4	systems	system	NOUN
esutjss-281	362	5	,	,	PUNCT
esutjss-281	362	6	95	95	NUM
esutjss-281	362	7	,	,	PUNCT
esutjss-281	362	8	323–343	323–343	NUM
esutjss-281	362	9	.	.	PUNCT
esutjss-281	363	1	radha	radha	PROPN
esutjss-281	363	2	,	,	PUNCT
esutjss-281	363	3	p.	p.	PROPN
esutjss-281	363	4	,	,	PUNCT
esutjss-281	363	5	&	&	CCONJ
esutjss-281	363	6	aithal	aithal	NOUN
esutjss-281	363	7	,	,	PUNCT
esutjss-281	363	8	p.	p.	PROPN
esutjss-281	363	9	s.	s.	PROPN
esutjss-281	363	10	(	(	PUNCT
esutjss-281	363	11	2023	2023	NUM
esutjss-281	363	12	)	)	PUNCT
esutjss-281	363	13	.	.	PUNCT
esutjss-281	364	1	a	a	DET
esutjss-281	364	2	study	study	NOUN
esutjss-281	364	3	on	on	ADP
esutjss-281	364	4	intricate	intricate	ADJ
esutjss-281	364	5	interplay	interplay	NOUN
esutjss-281	364	6	between	between	ADP
esutjss-281	364	7	emotional	emotional	ADJ
esutjss-281	364	8	intelligence	intelligence	NOUN
esutjss-281	364	9	and	and	CCONJ
esutjss-281	364	10	job	job	NOUN
esutjss-281	364	11	performance	performance	NOUN
esutjss-281	364	12	in	in	ADP
esutjss-281	364	13	the	the	DET
esutjss-281	364	14	public	public	ADJ
esutjss-281	364	15	banking	banking	NOUN
esutjss-281	364	16	sector	sector	NOUN
esutjss-281	364	17	.	.	PUNCT
esutjss-281	365	1	international	international	ADJ
esutjss-281	365	2	journal	journal	PROPN
esutjss-281	365	3	of	of	ADP
esutjss-281	365	4	case	case	NOUN
esutjss-281	365	5	studies	study	NOUN
esutjss-281	365	6	in	in	ADP
esutjss-281	365	7	business	business	NOUN
esutjss-281	365	8	,	,	PUNCT
esutjss-281	365	9	it	it	PRON
esutjss-281	365	10	and	and	CCONJ
esutjss-281	365	11	education	education	NOUN
esutjss-281	365	12	(	(	PUNCT
esutjss-281	365	13	ijcsbe	ijcsbe	NOUN
esutjss-281	365	14	)	)	PUNCT
esutjss-281	365	15	,	,	PUNCT
esutjss-281	365	16	7(4	7(4	NUM
esutjss-281	365	17	)	)	PUNCT
esutjss-281	365	18	,	,	PUNCT
esutjss-281	365	19	403–411	403–411	NUM
esutjss-281	365	20	.	.	PUNCT
esutjss-281	366	1	rane	rane	PROPN
esutjss-281	366	2	,	,	PUNCT
esutjss-281	366	3	n.	n.	PROPN
esutjss-281	366	4	l.	l.	PROPN
esutjss-281	366	5	,	,	PUNCT
esutjss-281	366	6	achari	achari	PROPN
esutjss-281	366	7	,	,	PUNCT
esutjss-281	366	8	a.	a.	PROPN
esutjss-281	366	9	,	,	PUNCT
esutjss-281	366	10	&	&	CCONJ
esutjss-281	366	11	choudhary	choudhary	PROPN
esutjss-281	366	12	,	,	PUNCT
esutjss-281	366	13	s.	s.	PROPN
esutjss-281	366	14	p.	p.	PROPN
esutjss-281	366	15	(	(	PUNCT
esutjss-281	366	16	2023	2023	NUM
esutjss-281	366	17	)	)	PUNCT
esutjss-281	366	18	.	.	PUNCT
esutjss-281	367	1	enhancing	enhance	VERB
esutjss-281	367	2	customer	customer	NOUN
esutjss-281	367	3	loyalty	loyalty	NOUN
esutjss-281	367	4	through	through	ADP
esutjss-281	367	5	quality	quality	NOUN
esutjss-281	367	6	of	of	ADP
esutjss-281	367	7	service	service	NOUN
esutjss-281	367	8	:	:	PUNCT
esutjss-281	367	9	effective	effective	ADJ
esutjss-281	367	10	strategies	strategy	NOUN
esutjss-281	367	11	to	to	PART
esutjss-281	367	12	improve	improve	VERB
esutjss-281	367	13	customer	customer	NOUN
esutjss-281	367	14	satisfaction	satisfaction	NOUN
esutjss-281	367	15	,	,	PUNCT
esutjss-281	367	16	experience	experience	NOUN
esutjss-281	367	17	,	,	PUNCT
esutjss-281	367	18	relationship	relationship	NOUN
esutjss-281	367	19	,	,	PUNCT
esutjss-281	367	20	and	and	CCONJ
esutjss-281	367	21	engagement	engagement	NOUN
esutjss-281	367	22	.	.	PUNCT
esutjss-281	368	1	international	international	ADJ
esutjss-281	368	2	research	research	PROPN
esutjss-281	368	3	journal	journal	PROPN
esutjss-281	368	4	of	of	ADP
esutjss-281	368	5	modernization	modernization	NOUN
esutjss-281	368	6	in	in	ADP
esutjss-281	368	7	engineering	engineering	NOUN
esutjss-281	368	8	technology	technology	NOUN
esutjss-281	368	9	and	and	CCONJ
esutjss-281	368	10	science	science	NOUN
esutjss-281	368	11	,	,	PUNCT
esutjss-281	368	12	5(5	5(5	NUM
esutjss-281	368	13	)	)	PUNCT
esutjss-281	368	14	,	,	PUNCT
esutjss-281	368	15	427–452	427–452	NUM
esutjss-281	368	16	.	.	PUNCT
esutjss-281	369	1	sahar	sahar	PROPN
esutjss-281	369	2	,	,	PUNCT
esutjss-281	369	3	g.	g.	PROPN
esutjss-281	369	4	(	(	PUNCT
esutjss-281	369	5	2023	2023	NUM
esutjss-281	369	6	)	)	PUNCT
esutjss-281	369	7	.	.	PUNCT
esutjss-281	370	1	blame	blame	NOUN
esutjss-281	370	2	:	:	PUNCT
esutjss-281	370	3	a	a	DET
esutjss-281	370	4	social	social	ADJ
esutjss-281	370	5	-	-	PUNCT
esutjss-281	370	6	psychological	psychological	ADJ
esutjss-281	370	7	perspective	perspective	NOUN
esutjss-281	370	8	.	.	PUNCT
esutjss-281	371	1	in	in	ADP
esutjss-281	371	2	g.	g.	PROPN
esutjss-281	371	3	sahar	sahar	PROPN
esutjss-281	371	4	,	,	PUNCT
esutjss-281	371	5	blame	blame	NOUN
esutjss-281	371	6	and	and	CCONJ
esutjss-281	371	7	political	political	ADJ
esutjss-281	371	8	attitudes	attitude	NOUN
esutjss-281	371	9	(	(	PUNCT
esutjss-281	371	10	pp	pp	ADV
esutjss-281	371	11	.	.	PUNCT
esutjss-281	371	12	1–26	1–26	NUM
esutjss-281	371	13	)	)	PUNCT
esutjss-281	371	14	.	.	PUNCT
esutjss-281	372	1	springer	springer	NOUN
esutjss-281	372	2	international	international	ADJ
esutjss-281	372	3	publishing	publishing	NOUN
esutjss-281	372	4	.	.	PUNCT
esutjss-281	373	1	https://doi.org/10.1007/978-3-031-20236-0_1	https://doi.org/10.1007/978-3-031-20236-0_1	X
esutjss-281	373	2	soetan	soetan	NOUN
esutjss-281	373	3	,	,	PUNCT
esutjss-281	373	4	t.	t.	PROPN
esutjss-281	373	5	o.	o.	PROPN
esutjss-281	373	6	,	,	PUNCT
esutjss-281	373	7	&	&	CCONJ
esutjss-281	373	8	mogaji	mogaji	PROPN
esutjss-281	373	9	,	,	PUNCT
esutjss-281	373	10	e.	e.	PROPN
esutjss-281	373	11	(	(	PUNCT
esutjss-281	373	12	2024	2024	NUM
esutjss-281	373	13	)	)	PUNCT
esutjss-281	373	14	.	.	PUNCT
esutjss-281	374	1	financial	financial	ADJ
esutjss-281	374	2	services	service	NOUN
esutjss-281	374	3	in	in	ADP
esutjss-281	374	4	nigeria	nigeria	PROPN
esutjss-281	374	5	:	:	PUNCT
esutjss-281	374	6	the	the	DET
esutjss-281	374	7	path	path	NOUN
esutjss-281	374	8	towards	towards	ADP
esutjss-281	374	9	financial	financial	ADJ
esutjss-281	374	10	inclusion	inclusion	NOUN
esutjss-281	374	11	,	,	PUNCT
esutjss-281	374	12	economic	economic	ADJ
esutjss-281	374	13	development	development	NOUN
esutjss-281	374	14	and	and	CCONJ
esutjss-281	374	15	sustainable	sustainable	ADJ
esutjss-281	374	16	growth	growth	NOUN
esutjss-281	374	17	.	.	PUNCT
esutjss-281	375	1	springer	springer	NOUN
esutjss-281	375	2	nature	nature	NOUN
esutjss-281	375	3	.	.	PUNCT
esutjss-281	376	1	sruthi	sruthi	PROPN
esutjss-281	376	2	,	,	PUNCT
esutjss-281	376	3	s.	s.	PROPN
esutjss-281	376	4	(	(	PUNCT
esutjss-281	376	5	2023	2023	NUM
esutjss-281	376	6	)	)	PUNCT
esutjss-281	376	7	.	.	PUNCT
esutjss-281	377	1	the	the	DET
esutjss-281	377	2	impact	impact	NOUN
esutjss-281	377	3	of	of	ADP
esutjss-281	377	4	digital	digital	ADJ
esutjss-281	377	5	transformation	transformation	NOUN
esutjss-281	377	6	on	on	ADP
esutjss-281	377	7	banking	banking	NOUN
esutjss-281	377	8	:	:	PUNCT
esutjss-281	377	9	a	a	DET
esutjss-281	377	10	comparative	comparative	ADJ
esutjss-281	377	11	study	study	NOUN
esutjss-281	377	12	of	of	ADP
esutjss-281	377	13	traditional	traditional	ADJ
esutjss-281	377	14	and	and	CCONJ
esutjss-281	377	15	online	online	ADJ
esutjss-281	377	16	banking	banking	NOUN
esutjss-281	377	17	services	service	NOUN
esutjss-281	377	18	.	.	PUNCT
esutjss-281	378	1	exploring	explore	VERB
esutjss-281	378	2	new	new	ADJ
esutjss-281	378	3	horizons	horizon	NOUN
esutjss-281	378	4	,	,	PUNCT
esutjss-281	378	5	12	12	NUM
esutjss-281	378	6	.	.	PUNCT
esutjss-281	379	1	https://doi.org/10.1080/16549716.2018.1458938	https://doi.org/10.1080/16549716.2018.1458938	ADJ
esutjss-281	379	2	214	214	NUM
esutjss-281	379	3	stevens	steven	NOUN
esutjss-281	379	4	,	,	PUNCT
esutjss-281	379	5	j.	j.	PROPN
esutjss-281	379	6	l.	l.	PROPN
esutjss-281	379	7	,	,	PUNCT
esutjss-281	379	8	spaid	spaid	PROPN
esutjss-281	379	9	,	,	PUNCT
esutjss-281	379	10	b.	b.	PROPN
esutjss-281	379	11	i.	i.	PROPN
esutjss-281	379	12	,	,	PUNCT
esutjss-281	379	13	breazeale	breazeale	NOUN
esutjss-281	379	14	,	,	PUNCT
esutjss-281	379	15	m.	m.	NOUN
esutjss-281	379	16	,	,	PUNCT
esutjss-281	379	17	&	&	CCONJ
esutjss-281	379	18	jones	jones	PROPN
esutjss-281	379	19	,	,	PUNCT
esutjss-281	379	20	c.	c.	PROPN
esutjss-281	379	21	l.	l.	PROPN
esutjss-281	379	22	e.	e.	PROPN
esutjss-281	379	23	(	(	PUNCT
esutjss-281	379	24	2018	2018	NUM
esutjss-281	379	25	)	)	PUNCT
esutjss-281	379	26	.	.	PUNCT
esutjss-281	380	1	timeliness	timeliness	NOUN
esutjss-281	380	2	,	,	PUNCT
esutjss-281	380	3	transparency	transparency	NOUN
esutjss-281	380	4	,	,	PUNCT
esutjss-281	380	5	and	and	CCONJ
esutjss-281	380	6	trust	trust	NOUN
esutjss-281	380	7	:	:	PUNCT
esutjss-281	380	8	a	a	DET
esutjss-281	380	9	framework	framework	NOUN
esutjss-281	380	10	for	for	ADP
esutjss-281	380	11	managing	manage	VERB
esutjss-281	380	12	online	online	ADJ
esutjss-281	380	13	customer	customer	NOUN
esutjss-281	380	14	complaints	complaint	NOUN
esutjss-281	380	15	.	.	PUNCT
esutjss-281	381	1	business	business	NOUN
esutjss-281	381	2	horizons	horizon	NOUN
esutjss-281	381	3	,	,	PUNCT
esutjss-281	381	4	61(3	61(3	NUM
esutjss-281	381	5	)	)	PUNCT
esutjss-281	381	6	,	,	PUNCT
esutjss-281	381	7	375–384	375–384	NUM
esutjss-281	381	8	.	.	PUNCT
esutjss-281	382	1	ul	ul	NOUN
esutjss-281	382	2	-	-	PUNCT
esutjss-281	382	3	haque	haque	PROPN
esutjss-281	382	4	,	,	PUNCT
esutjss-281	382	5	s.	s.	PROPN
esutjss-281	382	6	(	(	PUNCT
esutjss-281	382	7	2023	2023	NUM
esutjss-281	382	8	)	)	PUNCT
esutjss-281	382	9	.	.	PUNCT
esutjss-281	383	1	analysing	analyse	VERB
esutjss-281	383	2	contemporary	contemporary	ADJ
esutjss-281	383	3	banking	banking	NOUN
esutjss-281	383	4	operations	operation	NOUN
esutjss-281	383	5	:	:	PUNCT
esutjss-281	383	6	an	an	DET
esutjss-281	383	7	internship	internship	NOUN
esutjss-281	383	8	report	report	NOUN
esutjss-281	383	9	on	on	ADP
esutjss-281	383	10	evolving	evolve	VERB
esutjss-281	383	11	challenges	challenge	NOUN
esutjss-281	383	12	and	and	CCONJ
esutjss-281	383	13	trends	trend	NOUN
esutjss-281	383	14	.	.	PUNCT
esutjss-281	384	1	http://dspace.uiu.ac.bd/handle/52243/2871	http://dspace.uiu.ac.bd/handle/52243/2871	PROPN
esutjss-281	384	2	weiner	weiner	NOUN
esutjss-281	384	3	,	,	PUNCT
esutjss-281	384	4	b.	b.	PROPN
esutjss-281	384	5	(	(	PUNCT
esutjss-281	384	6	1985	1985	NUM
esutjss-281	384	7	)	)	PUNCT
esutjss-281	384	8	.	.	PUNCT
esutjss-281	385	1	attribution	attribution	NOUN
esutjss-281	385	2	theory	theory	NOUN
esutjss-281	385	3	.	.	PUNCT
esutjss-281	386	1	in	in	ADP
esutjss-281	386	2	b.	b.	PROPN
esutjss-281	386	3	weiner	weiner	NOUN
esutjss-281	386	4	,	,	PUNCT
esutjss-281	386	5	human	human	ADJ
esutjss-281	386	6	motivation	motivation	NOUN
esutjss-281	386	7	(	(	PUNCT
esutjss-281	386	8	pp	pp	ADJ
esutjss-281	386	9	.	.	PUNCT
esutjss-281	387	1	275–326	275–326	NUM
esutjss-281	387	2	)	)	PUNCT
esutjss-281	387	3	.	.	PUNCT
esutjss-281	388	1	springer	springer	PROPN
esutjss-281	388	2	new	new	PROPN
esutjss-281	388	3	york	york	PROPN
esutjss-281	388	4	.	.	PUNCT
esutjss-281	389	1	https://doi.org/10.1007/978-1-4612-5092-0_7	https://doi.org/10.1007/978-1-4612-5092-0_7	PROPN
esutjss-281	389	2	williamson	williamson	PROPN
esutjss-281	389	3	,	,	PUNCT
esutjss-281	389	4	s.	s.	PROPN
esutjss-281	389	5	m.	m.	PROPN
esutjss-281	389	6	,	,	PUNCT
esutjss-281	389	7	&	&	CCONJ
esutjss-281	389	8	prybutok	prybutok	PROPN
esutjss-281	389	9	,	,	PUNCT
esutjss-281	389	10	v.	v.	PROPN
esutjss-281	389	11	(	(	PUNCT
esutjss-281	389	12	2024	2024	NUM
esutjss-281	389	13	)	)	PUNCT
esutjss-281	389	14	.	.	PUNCT
esutjss-281	390	1	the	the	DET
esutjss-281	390	2	era	era	NOUN
esutjss-281	390	3	of	of	ADP
esutjss-281	390	4	artificial	artificial	ADJ
esutjss-281	390	5	intelligence	intelligence	NOUN
esutjss-281	390	6	deception	deception	NOUN
esutjss-281	390	7	:	:	PUNCT
esutjss-281	390	8	unraveling	unravel	VERB
esutjss-281	390	9	the	the	DET
esutjss-281	390	10	complexities	complexity	NOUN
esutjss-281	390	11	of	of	ADP
esutjss-281	390	12	false	false	ADJ
esutjss-281	390	13	realities	reality	NOUN
esutjss-281	390	14	and	and	CCONJ
esutjss-281	390	15	emerging	emerge	VERB
esutjss-281	390	16	threats	threat	NOUN
esutjss-281	390	17	of	of	ADP
esutjss-281	390	18	misinformation	misinformation	NOUN
esutjss-281	390	19	.	.	PUNCT
esutjss-281	391	1	information	information	NOUN
esutjss-281	391	2	,	,	PUNCT
esutjss-281	391	3	15(6	15(6	NUM
esutjss-281	391	4	)	)	PUNCT
esutjss-281	391	5	,	,	PUNCT
esutjss-281	391	6	299	299	NUM
esutjss-281	391	7	.	.	PUNCT
esutjss-281	392	1	xu	xu	PROPN
esutjss-281	392	2	,	,	PUNCT
esutjss-281	392	3	x.	x.	PROPN
esutjss-281	392	4	,	,	PUNCT
esutjss-281	392	5	&	&	CCONJ
esutjss-281	392	6	li	li	PROPN
esutjss-281	392	7	,	,	PUNCT
esutjss-281	392	8	y.	y.	PROPN
esutjss-281	392	9	(	(	PUNCT
esutjss-281	392	10	2016	2016	NUM
esutjss-281	392	11	)	)	PUNCT
esutjss-281	392	12	.	.	PUNCT
esutjss-281	393	1	the	the	DET
esutjss-281	393	2	antecedents	antecedent	NOUN
esutjss-281	393	3	of	of	ADP
esutjss-281	393	4	customer	customer	NOUN
esutjss-281	393	5	satisfaction	satisfaction	NOUN
esutjss-281	393	6	and	and	CCONJ
esutjss-281	393	7	dissatisfaction	dissatisfaction	NOUN
esutjss-281	393	8	toward	toward	ADP
esutjss-281	393	9	various	various	ADJ
esutjss-281	393	10	types	type	NOUN
esutjss-281	393	11	of	of	ADP
esutjss-281	393	12	hotels	hotel	NOUN
esutjss-281	393	13	:	:	PUNCT
esutjss-281	393	14	a	a	DET
esutjss-281	393	15	text	text	NOUN
esutjss-281	393	16	mining	mining	NOUN
esutjss-281	393	17	approach	approach	NOUN
esutjss-281	393	18	.	.	PUNCT
esutjss-281	394	1	international	international	ADJ
esutjss-281	394	2	journal	journal	PROPN
esutjss-281	394	3	of	of	ADP
esutjss-281	394	4	hospitality	hospitality	PROPN
esutjss-281	394	5	management	management	NOUN
esutjss-281	394	6	,	,	PUNCT
esutjss-281	394	7	55	55	NUM
esutjss-281	394	8	,	,	PUNCT
esutjss-281	394	9	57–69	57–69	NUM
esutjss-281	394	10	.	.	PUNCT
esutjss-281	394	11	yin	yin	PROPN
esutjss-281	394	12	,	,	PUNCT
esutjss-281	394	13	b.	b.	PROPN
esutjss-281	394	14	,	,	PUNCT
esutjss-281	394	15	zhu	zhu	PROPN
esutjss-281	394	16	,	,	PUNCT
esutjss-281	394	17	h.	h.	PROPN
esutjss-281	394	18	,	,	PUNCT
esutjss-281	394	19	&	&	CCONJ
esutjss-281	394	20	zheng	zheng	PROPN
esutjss-281	394	21	,	,	PUNCT
esutjss-281	394	22	x.	x.	NOUN
esutjss-281	394	23	(	(	PUNCT
esutjss-281	394	24	2021	2021	NUM
esutjss-281	394	25	)	)	PUNCT
esutjss-281	394	26	.	.	PUNCT
esutjss-281	395	1	social	social	ADJ
esutjss-281	395	2	media	medium	NOUN
esutjss-281	395	3	complaints	complaint	NOUN
esutjss-281	395	4	and	and	CCONJ
esutjss-281	395	5	service	service	NOUN
esutjss-281	395	6	recovery	recovery	NOUN
esutjss-281	395	7	:	:	PUNCT
esutjss-281	395	8	evidence	evidence	NOUN
esutjss-281	395	9	from	from	ADP
esutjss-281	395	10	the	the	DET
esutjss-281	395	11	banking	banking	NOUN
esutjss-281	395	12	industry	industry	NOUN
esutjss-281	395	13	.	.	PUNCT
esutjss-281	396	1	international	international	ADJ
esutjss-281	396	2	journal	journal	PROPN
esutjss-281	396	3	of	of	ADP
esutjss-281	396	4	bank	bank	PROPN
esutjss-281	396	5	marketing	marketing	NOUN
esutjss-281	396	6	,	,	PUNCT
esutjss-281	396	7	39(6	39(6	NUM
esutjss-281	396	8	)	)	PUNCT
esutjss-281	396	9	,	,	PUNCT
esutjss-281	396	10	911–931	911–931	NUM
esutjss-281	396	11	.	.	PUNCT
esutjss-281	397	1	zhang	zhang	PROPN
esutjss-281	397	2	,	,	PUNCT
esutjss-281	397	3	x.	x.	PROPN
esutjss-281	397	4	,	,	PUNCT
esutjss-281	397	5	hu	hu	PROPN
esutjss-281	397	6	,	,	PUNCT
esutjss-281	397	7	x.	x.	NOUN
esutjss-281	397	8	,	,	PUNCT
esutjss-281	397	9	&	&	CCONJ
esutjss-281	397	10	xu	xu	PROPN
esutjss-281	397	11	,	,	PUNCT
esutjss-281	397	12	y.	y.	PROPN
esutjss-281	397	13	(	(	PUNCT
esutjss-281	397	14	2020	2020	NUM
esutjss-281	397	15	)	)	PUNCT
esutjss-281	397	16	.	.	PUNCT
esutjss-281	398	1	exploring	explore	VERB
esutjss-281	398	2	the	the	DET
esutjss-281	398	3	influence	influence	NOUN
esutjss-281	398	4	of	of	ADP
esutjss-281	398	5	online	online	ADJ
esutjss-281	398	6	customer	customer	NOUN
esutjss-281	398	7	complaints	complaint	NOUN
esutjss-281	398	8	on	on	ADP
esutjss-281	398	9	brand	brand	PROPN
esutjss-281	398	10	trust	trust	PROPN
esutjss-281	398	11	:	:	PUNCT
esutjss-281	398	12	evidence	evidence	NOUN
esutjss-281	398	13	from	from	ADP
esutjss-281	398	14	the	the	DET
esutjss-281	398	15	banking	banking	NOUN
esutjss-281	398	16	sector	sector	NOUN
esutjss-281	398	17	.	.	PUNCT
esutjss-281	399	1	journal	journal	NOUN
esutjss-281	399	2	of	of	ADP
esutjss-281	399	3	retailing	retailing	NOUN
esutjss-281	399	4	and	and	CCONJ
esutjss-281	399	5	consumer	consumer	NOUN
esutjss-281	399	6	services	service	NOUN
esutjss-281	399	7	,	,	PUNCT
esutjss-281	399	8	54	54	NUM
esutjss-281	399	9	,	,	PUNCT
esutjss-281	399	10	102034	102034	NUM
esutjss-281	399	11	.	.	PUNCT
esutjss-281	400	1	http://dspace.uiu.ac.bd/handle/52243/2871	http://dspace.uiu.ac.bd/handle/52243/2871	PROPN
esutjss-281	400	2	page	page	NOUN
esutjss-281	400	3	7	7	NUM