id	sid	tid	token	lemma	pos
eblip-25311	1	1	article	article	NOUN
eblip-25311	1	2	  	  	SPACE
eblip-25311	1	3	taking	take	VERB
eblip-25311	1	4	a	a	DET
eblip-25311	1	5	page	page	NOUN
eblip-25311	1	6	from	from	ADP
eblip-25311	1	7	retail	retail	ADJ
eblip-25311	1	8	:	:	PUNCT
eblip-25311	1	9	secret	secret	ADJ
eblip-25311	1	10	shopping	shopping	NOUN
eblip-25311	1	11	for	for	ADP
eblip-25311	1	12	academic	academic	ADJ
eblip-25311	1	13	libraries	library	NOUN
eblip-25311	1	14	  	  	SPACE
eblip-25311	1	15	kathryn	kathryn	PROPN
eblip-25311	1	16	crowe	crowe	PROPN
eblip-25311	1	17	associate	associate	PROPN
eblip-25311	1	18	dean	dean	PROPN
eblip-25311	1	19	for	for	ADP
eblip-25311	1	20	public	public	ADJ
eblip-25311	1	21	services	services	PROPN
eblip-25311	1	22	walter	walter	PROPN
eblip-25311	1	23	clinton	clinton	PROPN
eblip-25311	1	24	jackson	jackson	PROPN
eblip-25311	1	25	library	library	PROPN
eblip-25311	1	26	university	university	PROPN
eblip-25311	1	27	of	of	ADP
eblip-25311	1	28	north	north	PROPN
eblip-25311	1	29	carolina	carolina	PROPN
eblip-25311	1	30	at	at	ADP
eblip-25311	1	31	greensboro	greensboro	PROPN
eblip-25311	1	32	greensboro	greensboro	PROPN
eblip-25311	1	33	,	,	PUNCT
eblip-25311	1	34	nc	nc	PROPN
eblip-25311	1	35	,	,	PUNCT
eblip-25311	1	36	united	united	PROPN
eblip-25311	1	37	states	states	PROPN
eblip-25311	1	38	email	email	NOUN
eblip-25311	1	39	:	:	PUNCT
eblip-25311	1	40	kmcrowe@uncg.edu	kmcrowe@uncg.edu	PROPN
eblip-25311	1	41	  	  	SPACE
eblip-25311	1	42	agnes	agnes	PROPN
eblip-25311	1	43	kathy	kathy	PROPN
eblip-25311	1	44	bradshaw	bradshaw	PROPN
eblip-25311	1	45	assistant	assistant	PROPN
eblip-25311	1	46	university	university	PROPN
eblip-25311	1	47	librarian	librarian	NOUN
eblip-25311	1	48	for	for	ADP
eblip-25311	1	49	organizational	organizational	ADJ
eblip-25311	1	50	development	development	PROPN
eblip-25311	1	51	virginia	virginia	PROPN
eblip-25311	1	52	commonwealth	commonwealth	PROPN
eblip-25311	1	53	university	university	PROPN
eblip-25311	1	54	libraries	librarie	VERB
eblip-25311	1	55	virginia	virginia	PROPN
eblip-25311	1	56	commonwealth	commonwealth	PROPN
eblip-25311	1	57	university	university	PROPN
eblip-25311	1	58	richmond	richmond	PROPN
eblip-25311	1	59	,	,	PUNCT
eblip-25311	1	60	virginia	virginia	PROPN
eblip-25311	1	61	,	,	PUNCT
eblip-25311	1	62	united	united	PROPN
eblip-25311	1	63	states	states	PROPN
eblip-25311	1	64	email	email	NOUN
eblip-25311	1	65	:	:	PUNCT
eblip-25311	1	66	akbradshaw@vcue.edu	akbradshaw@vcue.edu	X
eblip-25311	1	67	  	  	SPACE
eblip-25311	1	68	received	receive	VERB
eblip-25311	1	69	:	:	PUNCT
eblip-25311	1	70	4	4	NUM
eblip-25311	1	71	june	june	PROPN
eblip-25311	1	72	2015	2015	NUM
eblip-25311	1	73	     	     	SPACE
eblip-25311	1	74	accepted	accept	VERB
eblip-25311	1	75	:	:	PUNCT
eblip-25311	1	76	27	27	NUM
eblip-25311	1	77	oct	oct	PROPN
eblip-25311	1	78	.	.	PROPN
eblip-25311	1	79	2015	2015	NUM
eblip-25311	1	80	         	         	SPACE
eblip-25311	1	81	2016	2016	NUM
eblip-25311	1	82	crowe	crowe	PROPN
eblip-25311	1	83	and	and	CCONJ
eblip-25311	1	84	bradshaw	bradshaw	PROPN
eblip-25311	1	85	.	.	PUNCT
eblip-25311	2	1	this	this	PRON
eblip-25311	2	2	is	be	AUX
eblip-25311	2	3	an	an	DET
eblip-25311	2	4	open	open	ADJ
eblip-25311	2	5	access	access	NOUN
eblip-25311	2	6	article	article	NOUN
eblip-25311	2	7	distributed	distribute	VERB
eblip-25311	2	8	under	under	ADP
eblip-25311	2	9	the	the	DET
eblip-25311	2	10	terms	term	NOUN
eblip-25311	2	11	of	of	ADP
eblip-25311	2	12	the	the	DET
eblip-25311	2	13	creative	creative	ADJ
eblip-25311	2	14	commons‐attribution‐noncommercial‐share	commons‐attribution‐noncommercial‐share	NOUN
eblip-25311	2	15	alike	alike	ADJ
eblip-25311	2	16	license	license	VERB
eblip-25311	2	17	4.0	4.0	NUM
eblip-25311	2	18	international	international	ADJ
eblip-25311	2	19	(	(	PUNCT
eblip-25311	2	20	http://creativecommons.org/licenses/by-nc-sa/4.0/	http://creativecommons.org/licenses/by-nc-sa/4.0/	PROPN
eblip-25311	2	21	)	)	PUNCT
eblip-25311	2	22	,	,	PUNCT
eblip-25311	2	23	which	which	PRON
eblip-25311	2	24	permits	permit	VERB
eblip-25311	2	25	unrestricted	unrestricted	ADJ
eblip-25311	2	26	use	use	NOUN
eblip-25311	2	27	,	,	PUNCT
eblip-25311	2	28	distribution	distribution	NOUN
eblip-25311	2	29	,	,	PUNCT
eblip-25311	2	30	and	and	CCONJ
eblip-25311	2	31	reproduction	reproduction	NOUN
eblip-25311	2	32	in	in	ADP
eblip-25311	2	33	any	any	DET
eblip-25311	2	34	medium	medium	NOUN
eblip-25311	2	35	,	,	PUNCT
eblip-25311	2	36	provided	provide	VERB
eblip-25311	2	37	the	the	DET
eblip-25311	2	38	original	original	ADJ
eblip-25311	2	39	work	work	NOUN
eblip-25311	2	40	is	be	AUX
eblip-25311	2	41	properly	properly	ADV
eblip-25311	2	42	attributed	attribute	VERB
eblip-25311	2	43	,	,	PUNCT
eblip-25311	2	44	not	not	PART
eblip-25311	2	45	used	use	VERB
eblip-25311	2	46	for	for	ADP
eblip-25311	2	47	commercial	commercial	ADJ
eblip-25311	2	48	purposes	purpose	NOUN
eblip-25311	2	49	,	,	PUNCT
eblip-25311	2	50	and	and	CCONJ
eblip-25311	2	51	,	,	PUNCT
eblip-25311	2	52	if	if	SCONJ
eblip-25311	2	53	transformed	transform	VERB
eblip-25311	2	54	,	,	PUNCT
eblip-25311	2	55	the	the	DET
eblip-25311	2	56	resulting	result	VERB
eblip-25311	2	57	work	work	NOUN
eblip-25311	2	58	is	be	AUX
eblip-25311	2	59	redistributed	redistribute	VERB
eblip-25311	2	60	under	under	ADP
eblip-25311	2	61	the	the	DET
eblip-25311	2	62	same	same	ADJ
eblip-25311	2	63	or	or	CCONJ
eblip-25311	2	64	similar	similar	ADJ
eblip-25311	2	65	license	license	NOUN
eblip-25311	2	66	to	to	ADP
eblip-25311	2	67	this	this	DET
eblip-25311	2	68	one	one	NUM
eblip-25311	2	69	.	.	PUNCT
eblip-25311	2	70	    	    	SPACE
eblip-25311	3	1	abstract	abstract	ADJ
eblip-25311	3	2	  	  	SPACE
eblip-25311	3	3	objective	objective	NOUN
eblip-25311	3	4	–	–	PUNCT
eblip-25311	3	5	the	the	DET
eblip-25311	3	6	university	university	NOUN
eblip-25311	3	7	libraries	library	NOUN
eblip-25311	3	8	at	at	ADP
eblip-25311	3	9	the	the	DET
eblip-25311	3	10	university	university	PROPN
eblip-25311	3	11	of	of	ADP
eblip-25311	3	12	north	north	PROPN
eblip-25311	3	13	carolina	carolina	PROPN
eblip-25311	3	14	at	at	ADP
eblip-25311	3	15	greensboro	greensboro	PROPN
eblip-25311	3	16	(	(	PUNCT
eblip-25311	3	17	uncg	uncg	PROPN
eblip-25311	3	18	)	)	PUNCT
eblip-25311	3	19	sought	seek	VERB
eblip-25311	3	20	to	to	PART
eblip-25311	3	21	gain	gain	VERB
eblip-25311	3	22	feedback	feedback	NOUN
eblip-25311	3	23	on	on	ADP
eblip-25311	3	24	the	the	DET
eblip-25311	3	25	customer	customer	NOUN
eblip-25311	3	26	service	service	NOUN
eblip-25311	3	27	experience	experience	NOUN
eblip-25311	3	28	beyond	beyond	ADP
eblip-25311	3	29	satisfaction	satisfaction	NOUN
eblip-25311	3	30	surveys	survey	NOUN
eblip-25311	3	31	.	.	PUNCT
eblip-25311	4	1	after	after	ADP
eblip-25311	4	2	reviewing	review	VERB
eblip-25311	4	3	a	a	DET
eblip-25311	4	4	variety	variety	NOUN
eblip-25311	4	5	of	of	ADP
eblip-25311	4	6	methods	method	NOUN
eblip-25311	4	7	,	,	PUNCT
eblip-25311	4	8	it	it	PRON
eblip-25311	4	9	was	be	AUX
eblip-25311	4	10	determined	determined	ADJ
eblip-25311	4	11	to	to	PART
eblip-25311	4	12	conduct	conduct	VERB
eblip-25311	4	13	a	a	DET
eblip-25311	4	14	mystery	mystery	NOUN
eblip-25311	4	15	or	or	CCONJ
eblip-25311	4	16	secret	secret	ADJ
eblip-25311	4	17	shopper	shopper	NOUN
eblip-25311	4	18	exercise	exercise	NOUN
eblip-25311	4	19	,	,	PUNCT
eblip-25311	4	20	a	a	DET
eblip-25311	4	21	standard	standard	ADJ
eblip-25311	4	22	practice	practice	NOUN
eblip-25311	4	23	in	in	ADP
eblip-25311	4	24	the	the	DET
eblip-25311	4	25	retail	retail	ADJ
eblip-25311	4	26	and	and	CCONJ
eblip-25311	4	27	hospitality	hospitality	NOUN
eblip-25311	4	28	world	world	NOUN
eblip-25311	4	29	.	.	PUNCT
eblip-25311	4	30	  	  	SPACE
eblip-25311	5	1	methods	method	NOUN
eblip-25311	5	2	–	–	PUNCT
eblip-25311	5	3	two	two	NUM
eblip-25311	5	4	mystery	mystery	NOUN
eblip-25311	5	5	shopper	shopper	NOUN
eblip-25311	5	6	assessments	assessment	NOUN
eblip-25311	5	7	were	be	AUX
eblip-25311	5	8	conducted	conduct	VERB
eblip-25311	5	9	in	in	ADP
eblip-25311	5	10	2010	2010	NUM
eblip-25311	5	11	and	and	CCONJ
eblip-25311	5	12	2012	2012	NUM
eblip-25311	5	13	.	.	PUNCT
eblip-25311	6	1	students	student	NOUN
eblip-25311	6	2	were	be	AUX
eblip-25311	6	3	recruited	recruit	VERB
eblip-25311	6	4	from	from	ADP
eblip-25311	6	5	a	a	DET
eblip-25311	6	6	hospitality	hospitality	NOUN
eblip-25311	6	7	management	management	NOUN
eblip-25311	6	8	class	class	NOUN
eblip-25311	6	9	to	to	PART
eblip-25311	6	10	serve	serve	VERB
eblip-25311	6	11	as	as	ADP
eblip-25311	6	12	the	the	DET
eblip-25311	6	13	secret	secret	ADJ
eblip-25311	6	14	shoppers	shopper	NOUN
eblip-25311	6	15	.	.	PUNCT
eblip-25311	7	1	“	"	PUNCT
eblip-25311	7	2	shoppers	shopper	NOUN
eblip-25311	7	3	”	"	PUNCT
eblip-25311	7	4	completed	complete	VERB
eblip-25311	7	5	a	a	DET
eblip-25311	7	6	rating	rating	NOUN
eblip-25311	7	7	sheet	sheet	NOUN
eblip-25311	7	8	for	for	ADP
eblip-25311	7	9	each	each	DET
eblip-25311	7	10	encounter	encounter	NOUN
eblip-25311	7	11	based	base	VERB
eblip-25311	7	12	on	on	ADP
eblip-25311	7	13	customer	customer	NOUN
eblip-25311	7	14	service	service	NOUN
eblip-25311	7	15	values	value	NOUN
eblip-25311	7	16	established	establish	VERB
eblip-25311	7	17	by	by	ADP
eblip-25311	7	18	the	the	DET
eblip-25311	7	19	libraries	library	NOUN
eblip-25311	7	20	.	.	PUNCT
eblip-25311	8	1	data	datum	NOUN
eblip-25311	8	2	was	be	AUX
eblip-25311	8	3	analyzed	analyze	VERB
eblip-25311	8	4	and	and	CCONJ
eblip-25311	8	5	presented	present	VERB
eblip-25311	8	6	to	to	ADP
eblip-25311	8	7	staff	staff	VERB
eblip-25311	8	8	.	.	PUNCT
eblip-25311	8	9	  	  	SPACE
eblip-25311	9	1	results	result	VERB
eblip-25311	9	2	initial	initial	ADJ
eblip-25311	9	3	findings	finding	NOUN
eblip-25311	9	4	were	be	AUX
eblip-25311	9	5	generally	generally	ADV
eblip-25311	9	6	quite	quite	ADV
eblip-25311	9	7	positive	positive	ADJ
eblip-25311	9	8	but	but	CCONJ
eblip-25311	9	9	indicated	indicate	VERB
eblip-25311	9	10	that	that	SCONJ
eblip-25311	9	11	we	we	PRON
eblip-25311	9	12	could	could	AUX
eblip-25311	9	13	improve	improve	VERB
eblip-25311	9	14	“	"	PUNCT
eblip-25311	9	15	going	go	VERB
eblip-25311	9	16	the	the	DET
eblip-25311	9	17	extra	extra	ADJ
eblip-25311	9	18	mile	mile	NOUN
eblip-25311	9	19	”	"	PUNCT
eblip-25311	9	20	and	and	CCONJ
eblip-25311	9	21	“	"	PUNCT
eblip-25311	9	22	confirming	confirm	VERB
eblip-25311	9	23	satisfaction	satisfaction	NOUN
eblip-25311	9	24	.	.	PUNCT
eblip-25311	9	25	”	"	PUNCT
eblip-25311	10	1	as	as	ADP
eblip-25311	10	2	a	a	DET
eblip-25311	10	3	result	result	NOUN
eblip-25311	10	4	,	,	PUNCT
eblip-25311	10	5	we	we	PRON
eblip-25311	10	6	developed	develop	VERB
eblip-25311	10	7	training	training	NOUN
eblip-25311	10	8	sessions	session	NOUN
eblip-25311	10	9	for	for	ADP
eblip-25311	10	10	public	public	ADJ
eblip-25311	10	11	services	service	NOUN
eblip-25311	10	12	staff	staff	NOUN
eblip-25311	10	13	which	which	PRON
eblip-25311	10	14	were	be	AUX
eblip-25311	10	15	delivered	deliver	VERB
eblip-25311	10	16	during	during	ADP
eblip-25311	10	17	summer	summer	NOUN
eblip-25311	10	18	2011	2011	NUM
eblip-25311	10	19	.	.	PUNCT
eblip-25311	11	1	a	a	DET
eblip-25311	11	2	libguide	libguide	NOUN
eblip-25311	11	3	that	that	PRON
eblip-25311	11	4	included	include	VERB
eblip-25311	11	5	training	training	NOUN
eblip-25311	11	6	videos	video	NOUN
eblip-25311	11	7	was	be	AUX
eblip-25311	11	8	created	create	VERB
eblip-25311	11	9	for	for	ADP
eblip-25311	11	10	public	public	ADJ
eblip-25311	11	11	services	service	NOUN
eblip-25311	11	12	student	student	NOUN
eblip-25311	11	13	employees	employee	NOUN
eblip-25311	11	14	who	who	PRON
eblip-25311	11	15	were	be	AUX
eblip-25311	11	16	required	require	VERB
eblip-25311	11	17	to	to	PART
eblip-25311	11	18	view	view	VERB
eblip-25311	11	19	the	the	DET
eblip-25311	11	20	videos	video	NOUN
eblip-25311	11	21	and	and	CCONJ
eblip-25311	11	22	provide	provide	VERB
eblip-25311	11	23	comments	comment	NOUN
eblip-25311	11	24	.	.	PUNCT
eblip-25311	12	1	in	in	ADP
eblip-25311	12	2	addition	addition	NOUN
eblip-25311	12	3	,	,	PUNCT
eblip-25311	12	4	we	we	PRON
eblip-25311	12	5	developed	develop	VERB
eblip-25311	12	6	more	more	ADV
eblip-25311	12	7	specific	specific	ADJ
eblip-25311	12	8	public	public	ADJ
eblip-25311	12	9	service	service	NOUN
eblip-25311	12	10	standards	standard	NOUN
eblip-25311	12	11	for	for	ADP
eblip-25311	12	12	procedures	procedure	NOUN
eblip-25311	12	13	such	such	ADJ
eblip-25311	12	14	as	as	ADP
eblip-25311	12	15	answering	answer	VERB
eblip-25311	12	16	the	the	DET
eblip-25311	12	17	telephone	telephone	NOUN
eblip-25311	12	18	,	,	PUNCT
eblip-25311	12	19	confirming	confirm	VERB
eblip-25311	12	20	satisfaction	satisfaction	NOUN
eblip-25311	12	21	,	,	PUNCT
eblip-25311	12	22	and	and	CCONJ
eblip-25311	12	23	referring	refer	VERB
eblip-25311	12	24	patrons	patron	NOUN
eblip-25311	12	25	to	to	ADP
eblip-25311	12	26	other	other	ADJ
eblip-25311	12	27	offices	office	NOUN
eblip-25311	12	28	.	.	PUNCT
eblip-25311	13	1	the	the	DET
eblip-25311	13	2	secret	secret	ADJ
eblip-25311	13	3	shopper	shopper	NOUN
eblip-25311	13	4	assessment	assessment	NOUN
eblip-25311	13	5	was	be	AUX
eblip-25311	13	6	administered	administer	VERB
eblip-25311	13	7	again	again	ADV
eblip-25311	13	8	in	in	ADP
eblip-25311	13	9	spring	spring	NOUN
eblip-25311	13	10	2012	2012	NUM
eblip-25311	13	11	to	to	PART
eblip-25311	13	12	see	see	VERB
eblip-25311	13	13	if	if	SCONJ
eblip-25311	13	14	scores	score	NOUN
eblip-25311	13	15	improved	improve	VERB
eblip-25311	13	16	.	.	PUNCT
eblip-25311	14	1	the	the	DET
eblip-25311	14	2	results	result	NOUN
eblip-25311	14	3	in	in	ADP
eblip-25311	14	4	the	the	DET
eblip-25311	14	5	second	second	ADJ
eblip-25311	14	6	study	study	NOUN
eblip-25311	14	7	indicated	indicate	VERB
eblip-25311	14	8	improvement	improvement	NOUN
eblip-25311	14	9	.	.	PUNCT
eblip-25311	14	10	  	  	SPACE
eblip-25311	14	11	conclusions	conclusion	NOUN
eblip-25311	14	12	the	the	DET
eblip-25311	14	13	mystery	mystery	NOUN
eblip-25311	14	14	shopper	shopper	NOUN
eblip-25311	14	15	exercises	exercise	NOUN
eblip-25311	14	16	provided	provide	VERB
eblip-25311	14	17	the	the	DET
eblip-25311	14	18	uncg	uncg	PROPN
eblip-25311	14	19	university	university	PROPN
eblip-25311	14	20	libraries	library	NOUN
eblip-25311	14	21	with	with	ADP
eblip-25311	14	22	the	the	DET
eblip-25311	14	23	opportunity	opportunity	NOUN
eblip-25311	14	24	to	to	PART
eblip-25311	14	25	examine	examine	VERB
eblip-25311	14	26	our	our	PRON
eblip-25311	14	27	services	service	NOUN
eblip-25311	14	28	and	and	CCONJ
eblip-25311	14	29	customer	customer	NOUN
eblip-25311	14	30	service	service	NOUN
eblip-25311	14	31	goals	goal	NOUN
eblip-25311	14	32	more	more	ADV
eblip-25311	14	33	closely	closely	ADV
eblip-25311	14	34	.	.	PUNCT
eblip-25311	15	1	conducting	conduct	VERB
eblip-25311	15	2	the	the	DET
eblip-25311	15	3	mystery	mystery	NOUN
eblip-25311	15	4	shopper	shopper	NOUN
eblip-25311	15	5	study	study	NOUN
eblip-25311	15	6	identified	identify	VERB
eblip-25311	15	7	several	several	ADJ
eblip-25311	15	8	areas	area	NOUN
eblip-25311	15	9	to	to	PART
eblip-25311	15	10	address	address	VERB
eblip-25311	15	11	.	.	PUNCT
eblip-25311	16	1	we	we	PRON
eblip-25311	16	2	realized	realize	VERB
eblip-25311	16	3	we	we	PRON
eblip-25311	16	4	needed	need	VERB
eblip-25311	16	5	more	more	ADV
eblip-25311	16	6	clearly	clearly	ADV
eblip-25311	16	7	defined	define	VERB
eblip-25311	16	8	standards	standard	NOUN
eblip-25311	16	9	for	for	SCONJ
eblip-25311	16	10	staff	staff	NOUN
eblip-25311	16	11	to	to	PART
eblip-25311	16	12	follow	follow	VERB
eblip-25311	16	13	.	.	PUNCT
eblip-25311	17	1	we	we	PRON
eblip-25311	17	2	saw	see	VERB
eblip-25311	17	3	that	that	SCONJ
eblip-25311	17	4	we	we	PRON
eblip-25311	17	5	needed	need	VERB
eblip-25311	17	6	to	to	PART
eblip-25311	17	7	discuss	discuss	VERB
eblip-25311	17	8	what	what	PRON
eblip-25311	17	9	“	"	PUNCT
eblip-25311	17	10	going	go	VERB
eblip-25311	17	11	the	the	DET
eblip-25311	17	12	extra	extra	ADJ
eblip-25311	17	13	mile	mile	NOUN
eblip-25311	17	14	”	"	PUNCT
eblip-25311	17	15	means	mean	NOUN
eblip-25311	17	16	to	to	ADP
eblip-25311	17	17	us	we	PRON
eblip-25311	17	18	as	as	ADP
eblip-25311	17	19	an	an	DET
eblip-25311	17	20	organization	organization	NOUN
eblip-25311	17	21	.	.	PUNCT
eblip-25311	18	1	we	we	PRON
eblip-25311	18	2	also	also	ADV
eblip-25311	18	3	needed	need	VERB
eblip-25311	18	4	to	to	PART
eblip-25311	18	5	develop	develop	VERB
eblip-25311	18	6	a	a	DET
eblip-25311	18	7	scalable	scalable	ADJ
eblip-25311	18	8	training	training	NOUN
eblip-25311	18	9	method	method	NOUN
eblip-25311	18	10	for	for	ADP
eblip-25311	18	11	student	student	NOUN
eblip-25311	18	12	employees	employee	NOUN
eblip-25311	18	13	.	.	PUNCT
eblip-25311	18	14	      	      	SPACE
eblip-25311	18	15	introduction	introduction	NOUN
eblip-25311	18	16	  	  	SPACE
eblip-25311	18	17	academic	academic	ADJ
eblip-25311	18	18	libraries	library	NOUN
eblip-25311	18	19	are	be	AUX
eblip-25311	18	20	increasingly	increasingly	ADV
eblip-25311	18	21	emphasizing	emphasize	VERB
eblip-25311	18	22	the	the	DET
eblip-25311	18	23	entire	entire	ADJ
eblip-25311	18	24	user	user	NOUN
eblip-25311	18	25	experience	experience	NOUN
eblip-25311	18	26	for	for	ADP
eblip-25311	18	27	their	their	PRON
eblip-25311	18	28	customers	customer	NOUN
eblip-25311	18	29	and	and	CCONJ
eblip-25311	18	30	seek	seek	VERB
eblip-25311	18	31	to	to	PART
eblip-25311	18	32	provide	provide	VERB
eblip-25311	18	33	not	not	PART
eblip-25311	18	34	only	only	ADV
eblip-25311	18	35	outstanding	outstanding	ADJ
eblip-25311	18	36	collections	collection	NOUN
eblip-25311	18	37	but	but	CCONJ
eblip-25311	18	38	also	also	ADV
eblip-25311	18	39	services	service	NOUN
eblip-25311	18	40	and	and	CCONJ
eblip-25311	18	41	programs	program	NOUN
eblip-25311	18	42	that	that	PRON
eblip-25311	18	43	contribute	contribute	VERB
eblip-25311	18	44	to	to	ADP
eblip-25311	18	45	student	student	NOUN
eblip-25311	18	46	success	success	NOUN
eblip-25311	18	47	and	and	CCONJ
eblip-25311	18	48	faculty	faculty	NOUN
eblip-25311	18	49	research	research	NOUN
eblip-25311	18	50	as	as	ADV
eblip-25311	18	51	well	well	ADV
eblip-25311	18	52	as	as	ADP
eblip-25311	18	53	facilities	facility	NOUN
eblip-25311	18	54	that	that	PRON
eblip-25311	18	55	provide	provide	VERB
eblip-25311	18	56	learning	learning	NOUN
eblip-25311	18	57	spaces	space	NOUN
eblip-25311	18	58	.	.	PUNCT
eblip-25311	19	1	much	much	ADJ
eblip-25311	19	2	of	of	ADP
eblip-25311	19	3	the	the	DET
eblip-25311	19	4	user	user	NOUN
eblip-25311	19	5	experience	experience	NOUN
eblip-25311	19	6	conversation	conversation	NOUN
eblip-25311	19	7	focuses	focus	VERB
eblip-25311	19	8	on	on	ADP
eblip-25311	19	9	efficient	efficient	ADJ
eblip-25311	19	10	online	online	ADJ
eblip-25311	19	11	accessibility	accessibility	NOUN
eblip-25311	19	12	and	and	CCONJ
eblip-25311	19	13	discovery	discovery	NOUN
eblip-25311	19	14	.	.	PUNCT
eblip-25311	20	1	recently	recently	ADV
eblip-25311	20	2	,	,	PUNCT
eblip-25311	20	3	however	however	ADV
eblip-25311	20	4	,	,	PUNCT
eblip-25311	20	5	bell	bell	PROPN
eblip-25311	20	6	called	call	VERB
eblip-25311	20	7	for	for	ADP
eblip-25311	20	8	academic	academic	ADJ
eblip-25311	20	9	libraries	library	NOUN
eblip-25311	20	10	to	to	PART
eblip-25311	20	11	“	"	PUNCT
eblip-25311	20	12	commit	commit	VERB
eblip-25311	20	13	to	to	ADP
eblip-25311	20	14	a	a	DET
eblip-25311	20	15	total	total	ADJ
eblip-25311	20	16	,	,	PUNCT
eblip-25311	20	17	organization	organization	NOUN
eblip-25311	20	18	-	-	PUNCT
eblip-25311	20	19	wide	wide	ADJ
eblip-25311	20	20	effort	effort	NOUN
eblip-25311	20	21	to	to	PART
eblip-25311	20	22	design	design	VERB
eblip-25311	20	23	and	and	CCONJ
eblip-25311	20	24	implement	implement	VERB
eblip-25311	20	25	a	a	DET
eblip-25311	20	26	systemic	systemic	ADJ
eblip-25311	20	27	ux	ux	NOUN
eblip-25311	20	28	.	.	PUNCT
eblip-25311	20	29	”	"	PUNCT
eblip-25311	21	1	bell	bell	PROPN
eblip-25311	21	2	also	also	ADV
eblip-25311	21	3	advocated	advocate	VERB
eblip-25311	21	4	for	for	ADP
eblip-25311	21	5	“	"	PUNCT
eblip-25311	21	6	shifting	shift	VERB
eblip-25311	21	7	the	the	DET
eblip-25311	21	8	academic	academic	ADJ
eblip-25311	21	9	library	library	NOUN
eblip-25311	21	10	experience	experience	NOUN
eblip-25311	21	11	from	from	ADP
eblip-25311	21	12	usability	usability	NOUN
eblip-25311	21	13	to	to	ADP
eblip-25311	21	14	totality	totality	NOUN
eblip-25311	21	15	”	"	PUNCT
eblip-25311	21	16	(	(	PUNCT
eblip-25311	21	17	bell	bell	NOUN
eblip-25311	21	18	,	,	PUNCT
eblip-25311	21	19	2014	2014	NUM
eblip-25311	21	20	,	,	PUNCT
eblip-25311	21	21	p.	p.	NOUN
eblip-25311	21	22	370	370	NUM
eblip-25311	21	23	)	)	PUNCT
eblip-25311	21	24	.	.	PUNCT
eblip-25311	22	1	many	many	ADJ
eblip-25311	22	2	libraries	library	NOUN
eblip-25311	22	3	are	be	AUX
eblip-25311	22	4	hiring	hire	VERB
eblip-25311	22	5	librarians	librarian	NOUN
eblip-25311	22	6	with	with	ADP
eblip-25311	22	7	job	job	NOUN
eblip-25311	22	8	titles	title	NOUN
eblip-25311	22	9	such	such	ADJ
eblip-25311	22	10	as	as	ADP
eblip-25311	22	11	“	"	PUNCT
eblip-25311	22	12	user	user	NOUN
eblip-25311	22	13	experience	experience	NOUN
eblip-25311	22	14	librarian	librarian	PROPN
eblip-25311	22	15	”	"	PUNCT
eblip-25311	22	16	and	and	CCONJ
eblip-25311	22	17	engage	engage	VERB
eblip-25311	22	18	in	in	ADP
eblip-25311	22	19	a	a	DET
eblip-25311	22	20	wide	wide	ADJ
eblip-25311	22	21	variety	variety	NOUN
eblip-25311	22	22	of	of	ADP
eblip-25311	22	23	assessments	assessment	NOUN
eblip-25311	22	24	to	to	PART
eblip-25311	22	25	gain	gain	VERB
eblip-25311	22	26	knowledge	knowledge	NOUN
eblip-25311	22	27	about	about	ADP
eblip-25311	22	28	what	what	PRON
eblip-25311	22	29	students	student	NOUN
eblip-25311	22	30	and	and	CCONJ
eblip-25311	22	31	faculty	faculty	NOUN
eblip-25311	22	32	seek	seek	VERB
eblip-25311	22	33	in	in	ADP
eblip-25311	22	34	library	library	ADJ
eblip-25311	22	35	services	service	NOUN
eblip-25311	22	36	.	.	PUNCT
eblip-25311	23	1	much	much	ADJ
eblip-25311	23	2	of	of	ADP
eblip-25311	23	3	this	this	DET
eblip-25311	23	4	research	research	NOUN
eblip-25311	23	5	employs	employ	VERB
eblip-25311	23	6	ethnographic	ethnographic	ADJ
eblip-25311	23	7	studies	study	NOUN
eblip-25311	23	8	originating	originate	VERB
eblip-25311	23	9	with	with	ADP
eblip-25311	23	10	the	the	DET
eblip-25311	23	11	excellent	excellent	ADJ
eblip-25311	23	12	university	university	NOUN
eblip-25311	23	13	of	of	ADP
eblip-25311	23	14	rochester	rochester	PROPN
eblip-25311	23	15	work	work	NOUN
eblip-25311	23	16	where	where	SCONJ
eblip-25311	23	17	they	they	PRON
eblip-25311	23	18	tracked	track	VERB
eblip-25311	23	19	students	student	NOUN
eblip-25311	23	20	’	’	PART
eblip-25311	23	21	research	research	NOUN
eblip-25311	23	22	patterns	pattern	NOUN
eblip-25311	23	23	using	use	VERB
eblip-25311	23	24	a	a	DET
eblip-25311	23	25	variety	variety	NOUN
eblip-25311	23	26	of	of	ADP
eblip-25311	23	27	methods	method	NOUN
eblip-25311	23	28	such	such	ADJ
eblip-25311	23	29	as	as	ADP
eblip-25311	23	30	photo	photo	NOUN
eblip-25311	23	31	surveys	survey	NOUN
eblip-25311	23	32	and	and	CCONJ
eblip-25311	23	33	mapping	mapping	NOUN
eblip-25311	23	34	diaries	diary	NOUN
eblip-25311	23	35	(	(	PUNCT
eblip-25311	23	36	foster	foster	NOUN
eblip-25311	23	37	&	&	CCONJ
eblip-25311	23	38	gibbons	gibbon	NOUN
eblip-25311	23	39	,	,	PUNCT
eblip-25311	23	40	2007	2007	NUM
eblip-25311	23	41	;	;	PUNCT
eblip-25311	23	42	foster	foster	ADJ
eblip-25311	23	43	,	,	PUNCT
eblip-25311	23	44	2013	2013	NUM
eblip-25311	23	45	)	)	PUNCT
eblip-25311	23	46	.	.	PUNCT
eblip-25311	24	1	in	in	ADP
eblip-25311	24	2	2011	2011	NUM
eblip-25311	24	3	,	,	PUNCT
eblip-25311	24	4	the	the	DET
eblip-25311	24	5	association	association	NOUN
eblip-25311	24	6	of	of	ADP
eblip-25311	24	7	research	research	NOUN
eblip-25311	24	8	libraries	library	NOUN
eblip-25311	24	9	(	(	PUNCT
eblip-25311	24	10	arl	arl	PROPN
eblip-25311	24	11	)	)	PUNCT
eblip-25311	24	12	published	publish	VERB
eblip-25311	24	13	a	a	DET
eblip-25311	24	14	spec	spec	PROPN
eblip-25311	24	15	kit	kit	PROPN
eblip-25311	24	16	,	,	PUNCT
eblip-25311	24	17	library	library	NOUN
eblip-25311	24	18	user	user	NOUN
eblip-25311	24	19	experience	experience	NOUN
eblip-25311	24	20	that	that	PRON
eblip-25311	24	21	outlined	outline	VERB
eblip-25311	24	22	numerous	numerous	ADJ
eblip-25311	24	23	types	type	NOUN
eblip-25311	24	24	of	of	ADP
eblip-25311	24	25	user	user	NOUN
eblip-25311	24	26	assessments	assessment	NOUN
eblip-25311	24	27	employed	employ	VERB
eblip-25311	24	28	at	at	ADP
eblip-25311	24	29	arl	arl	PROPN
eblip-25311	24	30	libraries	library	NOUN
eblip-25311	24	31	including	include	VERB
eblip-25311	24	32	surveys	survey	NOUN
eblip-25311	24	33	,	,	PUNCT
eblip-25311	24	34	facilities	facility	NOUN
eblip-25311	24	35	studies	study	NOUN
eblip-25311	24	36	,	,	PUNCT
eblip-25311	24	37	focus	focus	NOUN
eblip-25311	24	38	groups	group	NOUN
eblip-25311	24	39	,	,	PUNCT
eblip-25311	24	40	and	and	CCONJ
eblip-25311	24	41	usability	usability	NOUN
eblip-25311	24	42	studies	study	NOUN
eblip-25311	24	43	(	(	PUNCT
eblip-25311	24	44	fox	fox	PROPN
eblip-25311	24	45	&	&	CCONJ
eblip-25311	24	46	doshi	doshi	PROPN
eblip-25311	24	47	,	,	PUNCT
eblip-25311	24	48	2011	2011	NUM
eblip-25311	24	49	)	)	PUNCT
eblip-25311	24	50	.	.	PUNCT
eblip-25311	24	51	  	  	SPACE
eblip-25311	25	1	one	one	NUM
eblip-25311	25	2	aspect	aspect	NOUN
eblip-25311	25	3	of	of	ADP
eblip-25311	25	4	the	the	DET
eblip-25311	25	5	user	user	NOUN
eblip-25311	25	6	experience	experience	NOUN
eblip-25311	25	7	that	that	PRON
eblip-25311	25	8	remains	remain	VERB
eblip-25311	25	9	crucial	crucial	ADJ
eblip-25311	25	10	is	be	AUX
eblip-25311	25	11	excellent	excellent	ADJ
eblip-25311	25	12	customer	customer	NOUN
eblip-25311	25	13	service	service	NOUN
eblip-25311	25	14	both	both	DET
eblip-25311	25	15	face	face	NOUN
eblip-25311	25	16	-	-	PUNCT
eblip-25311	25	17	to	to	ADP
eblip-25311	25	18	-	-	PUNCT
eblip-25311	25	19	face	face	NOUN
eblip-25311	25	20	and	and	CCONJ
eblip-25311	25	21	virtual	virtual	ADJ
eblip-25311	25	22	.	.	PUNCT
eblip-25311	26	1	although	although	SCONJ
eblip-25311	26	2	libraries	library	NOUN
eblip-25311	26	3	seek	seek	VERB
eblip-25311	26	4	to	to	PART
eblip-25311	26	5	make	make	VERB
eblip-25311	26	6	the	the	DET
eblip-25311	26	7	online	online	NOUN
eblip-25311	26	8	and	and	CCONJ
eblip-25311	26	9	in	in	ADP
eblip-25311	26	10	-	-	PUNCT
eblip-25311	26	11	house	house	NOUN
eblip-25311	26	12	user	user	NOUN
eblip-25311	26	13	experience	experience	NOUN
eblip-25311	26	14	as	as	ADP
eblip-25311	26	15	self	self	NOUN
eblip-25311	26	16	-	-	PUNCT
eblip-25311	26	17	service	service	NOUN
eblip-25311	26	18	as	as	ADP
eblip-25311	26	19	possible	possible	ADJ
eblip-25311	26	20	,	,	PUNCT
eblip-25311	26	21	customers	customer	NOUN
eblip-25311	26	22	still	still	ADV
eblip-25311	26	23	require	require	VERB
eblip-25311	26	24	both	both	CCONJ
eblip-25311	26	25	directional	directional	ADJ
eblip-25311	26	26	and	and	CCONJ
eblip-25311	26	27	in	in	ADP
eblip-25311	26	28	-	-	PUNCT
eblip-25311	26	29	depth	depth	NOUN
eblip-25311	26	30	assistance	assistance	NOUN
eblip-25311	26	31	to	to	PART
eblip-25311	26	32	find	find	VERB
eblip-25311	26	33	the	the	DET
eblip-25311	26	34	information	information	NOUN
eblip-25311	26	35	and	and	CCONJ
eblip-25311	26	36	services	service	NOUN
eblip-25311	26	37	they	they	PRON
eblip-25311	26	38	need	need	VERB
eblip-25311	26	39	.	.	PUNCT
eblip-25311	27	1	furthermore	furthermore	ADV
eblip-25311	27	2	,	,	PUNCT
eblip-25311	27	3	as	as	SCONJ
eblip-25311	27	4	libraries	library	NOUN
eblip-25311	27	5	seek	seek	VERB
eblip-25311	27	6	to	to	PART
eblip-25311	27	7	become	become	VERB
eblip-25311	27	8	information	information	NOUN
eblip-25311	27	9	hubs	hub	NOUN
eblip-25311	27	10	and	and	CCONJ
eblip-25311	27	11	learning	learning	NOUN
eblip-25311	27	12	centers	center	NOUN
eblip-25311	27	13	it	it	PRON
eblip-25311	27	14	is	be	AUX
eblip-25311	27	15	necessary	necessary	ADJ
eblip-25311	27	16	that	that	SCONJ
eblip-25311	27	17	students	student	NOUN
eblip-25311	27	18	have	have	VERB
eblip-25311	27	19	a	a	DET
eblip-25311	27	20	good	good	ADJ
eblip-25311	27	21	customer	customer	NOUN
eblip-25311	27	22	experience	experience	NOUN
eblip-25311	27	23	so	so	SCONJ
eblip-25311	27	24	that	that	SCONJ
eblip-25311	27	25	they	they	PRON
eblip-25311	27	26	view	view	VERB
eblip-25311	27	27	the	the	DET
eblip-25311	27	28	library	library	NOUN
eblip-25311	27	29	as	as	ADP
eblip-25311	27	30	a	a	DET
eblip-25311	27	31	comfortable	comfortable	ADJ
eblip-25311	27	32	and	and	CCONJ
eblip-25311	27	33	welcoming	welcoming	ADJ
eblip-25311	27	34	place	place	NOUN
eblip-25311	27	35	.	.	PUNCT
eblip-25311	28	1	fair	fair	ADJ
eblip-25311	28	2	or	or	CCONJ
eblip-25311	28	3	not	not	PART
eblip-25311	28	4	,	,	PUNCT
eblip-25311	28	5	we	we	PRON
eblip-25311	28	6	are	be	AUX
eblip-25311	28	7	aware	aware	ADJ
eblip-25311	28	8	that	that	SCONJ
eblip-25311	28	9	users	user	NOUN
eblip-25311	28	10	compare	compare	VERB
eblip-25311	28	11	the	the	DET
eblip-25311	28	12	customer	customer	NOUN
eblip-25311	28	13	service	service	NOUN
eblip-25311	28	14	we	we	PRON
eblip-25311	28	15	provide	provide	VERB
eblip-25311	28	16	in	in	ADP
eblip-25311	28	17	the	the	DET
eblip-25311	28	18	library	library	NOUN
eblip-25311	28	19	to	to	ADP
eblip-25311	28	20	that	that	PRON
eblip-25311	28	21	offered	offer	VERB
eblip-25311	28	22	in	in	ADP
eblip-25311	28	23	retail	retail	ADJ
eblip-25311	28	24	shopping	shopping	NOUN
eblip-25311	28	25	areas	area	NOUN
eblip-25311	28	26	such	such	ADJ
eblip-25311	28	27	as	as	ADP
eblip-25311	28	28	bricks	brick	NOUN
eblip-25311	28	29	and	and	CCONJ
eblip-25311	28	30	mortar	mortar	NOUN
eblip-25311	28	31	book	book	NOUN
eblip-25311	28	32	stores	store	NOUN
eblip-25311	28	33	and	and	CCONJ
eblip-25311	28	34	by	by	ADP
eblip-25311	28	35	other	other	ADJ
eblip-25311	28	36	retail	retail	ADJ
eblip-25311	28	37	services	service	NOUN
eblip-25311	28	38	such	such	ADJ
eblip-25311	28	39	as	as	ADP
eblip-25311	28	40	the	the	DET
eblip-25311	28	41	apple	apple	NOUN
eblip-25311	28	42	store	store	NOUN
eblip-25311	28	43	.	.	PUNCT
eblip-25311	29	1	in	in	SCONJ
eblip-25311	29	2	a	a	DET
eblip-25311	29	3	2011	2011	NUM
eblip-25311	29	4	study	study	NOUN
eblip-25311	29	5	,	,	PUNCT
eblip-25311	29	6	bell	bell	PROPN
eblip-25311	29	7	surveyed	survey	VERB
eblip-25311	29	8	college	college	NOUN
eblip-25311	29	9	students	student	NOUN
eblip-25311	29	10	to	to	PART
eblip-25311	29	11	compare	compare	VERB
eblip-25311	29	12	their	their	PRON
eblip-25311	29	13	experiences	experience	NOUN
eblip-25311	29	14	in	in	ADP
eblip-25311	29	15	libraries	library	NOUN
eblip-25311	29	16	to	to	ADP
eblip-25311	29	17	retail	retail	NOUN
eblip-25311	29	18	using	use	VERB
eblip-25311	29	19	an	an	DET
eblip-25311	29	20	instrument	instrument	NOUN
eblip-25311	29	21	from	from	ADP
eblip-25311	29	22	the	the	DET
eblip-25311	29	23	study	study	NOUN
eblip-25311	29	24	of	of	ADP
eblip-25311	29	25	great	great	ADJ
eblip-25311	29	26	retail	retail	ADJ
eblip-25311	29	27	shopping	shopping	NOUN
eblip-25311	29	28	experiences	experience	NOUN
eblip-25311	29	29	in	in	ADP
eblip-25311	29	30	north	north	PROPN
eblip-25311	29	31	america	america	PROPN
eblip-25311	29	32	.	.	PUNCT
eblip-25311	30	1	fortunately	fortunately	ADV
eblip-25311	30	2	,	,	PUNCT
eblip-25311	30	3	libraries	library	NOUN
eblip-25311	30	4	compared	compare	VERB
eblip-25311	30	5	well	well	ADV
eblip-25311	30	6	!	!	PUNCT
eblip-25311	31	1	one	one	NUM
eblip-25311	31	2	factor	factor	NOUN
eblip-25311	31	3	in	in	ADP
eblip-25311	31	4	the	the	DET
eblip-25311	31	5	survey	survey	NOUN
eblip-25311	31	6	includes	include	VERB
eblip-25311	31	7	“	"	PUNCT
eblip-25311	31	8	engagement	engagement	NOUN
eblip-25311	31	9	”	"	PUNCT
eblip-25311	31	10	characterized	characterize	VERB
eblip-25311	31	11	by	by	ADP
eblip-25311	31	12	politeness	politeness	ADJ
eblip-25311	31	13	,	,	PUNCT
eblip-25311	31	14	caring	caring	ADJ
eblip-25311	31	15	and	and	CCONJ
eblip-25311	31	16	listening	listen	VERB
eblip-25311	31	17	.	.	PUNCT
eblip-25311	32	1	bell	bell	PROPN
eblip-25311	32	2	recommended	recommend	VERB
eblip-25311	32	3	that	that	SCONJ
eblip-25311	32	4	academic	academic	ADJ
eblip-25311	32	5	librarians	librarian	NOUN
eblip-25311	32	6	focus	focus	VERB
eblip-25311	32	7	their	their	PRON
eblip-25311	32	8	efforts	effort	NOUN
eblip-25311	32	9	on	on	ADP
eblip-25311	32	10	less	less	ADV
eblip-25311	32	11	tangible	tangible	ADJ
eblip-25311	32	12	“	"	PUNCT
eblip-25311	32	13	soft	soft	ADJ
eblip-25311	32	14	skills	skill	NOUN
eblip-25311	32	15	”	"	PUNCT
eblip-25311	32	16	such	such	ADJ
eblip-25311	32	17	as	as	ADP
eblip-25311	32	18	eye	eye	NOUN
eblip-25311	32	19	contact	contact	NOUN
eblip-25311	32	20	,	,	PUNCT
eblip-25311	32	21	patience	patience	NOUN
eblip-25311	32	22	,	,	PUNCT
eblip-25311	32	23	and	and	CCONJ
eblip-25311	32	24	making	make	VERB
eblip-25311	32	25	customers	customer	NOUN
eblip-25311	32	26	feel	feel	VERB
eblip-25311	32	27	important	important	ADJ
eblip-25311	32	28	(	(	PUNCT
eblip-25311	32	29	bell	bell	NOUN
eblip-25311	32	30	,	,	PUNCT
eblip-25311	32	31	2011	2011	NUM
eblip-25311	32	32	)	)	PUNCT
eblip-25311	32	33	.	.	PUNCT
eblip-25311	32	34	      	      	SPACE
eblip-25311	32	35	with	with	ADP
eblip-25311	32	36	these	these	DET
eblip-25311	32	37	customer	customer	NOUN
eblip-25311	32	38	service	service	NOUN
eblip-25311	32	39	issues	issue	NOUN
eblip-25311	32	40	in	in	ADP
eblip-25311	32	41	mind	mind	NOUN
eblip-25311	32	42	,	,	PUNCT
eblip-25311	32	43	the	the	DET
eblip-25311	32	44	university	university	NOUN
eblip-25311	32	45	libraries	library	NOUN
eblip-25311	32	46	at	at	ADP
eblip-25311	32	47	the	the	DET
eblip-25311	32	48	university	university	PROPN
eblip-25311	32	49	of	of	ADP
eblip-25311	32	50	north	north	PROPN
eblip-25311	32	51	carolina	carolina	PROPN
eblip-25311	32	52	at	at	ADP
eblip-25311	32	53	greensboro	greensboro	PROPN
eblip-25311	32	54	sought	seek	VERB
eblip-25311	32	55	to	to	PART
eblip-25311	32	56	assess	assess	VERB
eblip-25311	32	57	the	the	DET
eblip-25311	32	58	service	service	NOUN
eblip-25311	32	59	experiences	experience	NOUN
eblip-25311	32	60	of	of	ADP
eblip-25311	32	61	students	student	NOUN
eblip-25311	32	62	for	for	ADP
eblip-25311	32	63	both	both	PRON
eblip-25311	32	64	in	in	ADP
eblip-25311	32	65	-	-	PUNCT
eblip-25311	32	66	house	house	NOUN
eblip-25311	32	67	and	and	CCONJ
eblip-25311	32	68	virtual	virtual	ADJ
eblip-25311	32	69	services	service	NOUN
eblip-25311	32	70	.	.	PUNCT
eblip-25311	33	1	the	the	DET
eblip-25311	33	2	university	university	PROPN
eblip-25311	33	3	of	of	ADP
eblip-25311	33	4	north	north	PROPN
eblip-25311	33	5	carolina	carolina	PROPN
eblip-25311	33	6	at	at	ADP
eblip-25311	33	7	greensboro	greensboro	PROPN
eblip-25311	33	8	,	,	PUNCT
eblip-25311	33	9	part	part	NOUN
eblip-25311	33	10	of	of	ADP
eblip-25311	33	11	the	the	DET
eblip-25311	33	12	17	17	NUM
eblip-25311	33	13	-	-	PUNCT
eblip-25311	33	14	campus	campus	NOUN
eblip-25311	33	15	university	university	NOUN
eblip-25311	33	16	of	of	ADP
eblip-25311	33	17	north	north	PROPN
eblip-25311	33	18	carolina	carolina	PROPN
eblip-25311	33	19	system	system	NOUN
eblip-25311	33	20	,	,	PUNCT
eblip-25311	33	21	is	be	AUX
eblip-25311	33	22	a	a	DET
eblip-25311	33	23	publicly	publicly	ADV
eblip-25311	33	24	-	-	PUNCT
eblip-25311	33	25	supported	support	VERB
eblip-25311	33	26	university	university	NOUN
eblip-25311	33	27	with	with	ADP
eblip-25311	33	28	a	a	DET
eblip-25311	33	29	high	high	ADJ
eblip-25311	33	30	research	research	NOUN
eblip-25311	33	31	activity	activity	NOUN
eblip-25311	33	32	carnegie	carnegie	NOUN
eblip-25311	33	33	classification	classification	NOUN
eblip-25311	33	34	.	.	PUNCT
eblip-25311	34	1	in	in	ADP
eblip-25311	34	2	2015	2015	NUM
eblip-25311	34	3	the	the	DET
eblip-25311	34	4	total	total	ADJ
eblip-25311	34	5	enrollment	enrollment	NOUN
eblip-25311	34	6	was	be	AUX
eblip-25311	34	7	19,398	19,398	NUM
eblip-25311	34	8	with	with	ADP
eblip-25311	34	9	a	a	DET
eblip-25311	34	10	faculty	faculty	NOUN
eblip-25311	34	11	of	of	ADP
eblip-25311	34	12	approximately	approximately	ADV
eblip-25311	34	13	1,000	1,000	NUM
eblip-25311	34	14	.	.	PUNCT
eblip-25311	35	1	the	the	DET
eblip-25311	35	2	university	university	NOUN
eblip-25311	35	3	libraries	library	NOUN
eblip-25311	35	4	include	include	VERB
eblip-25311	35	5	the	the	DET
eblip-25311	35	6	walter	walter	PROPN
eblip-25311	35	7	clinton	clinton	PROPN
eblip-25311	35	8	jackson	jackson	PROPN
eblip-25311	35	9	main	main	PROPN
eblip-25311	35	10	library	library	NOUN
eblip-25311	35	11	and	and	CCONJ
eblip-25311	35	12	the	the	DET
eblip-25311	35	13	harold	harold	PROPN
eblip-25311	35	14	schiffman	schiffman	PROPN
eblip-25311	35	15	music	music	NOUN
eblip-25311	35	16	library	library	NOUN
eblip-25311	35	17	.	.	PUNCT
eblip-25311	36	1	at	at	ADP
eblip-25311	36	2	the	the	DET
eblip-25311	36	3	time	time	NOUN
eblip-25311	36	4	of	of	ADP
eblip-25311	36	5	the	the	DET
eblip-25311	36	6	initial	initial	ADJ
eblip-25311	36	7	study	study	NOUN
eblip-25311	36	8	,	,	PUNCT
eblip-25311	36	9	jackson	jackson	PROPN
eblip-25311	36	10	library	library	PROPN
eblip-25311	36	11	had	have	VERB
eblip-25311	36	12	two	two	NUM
eblip-25311	36	13	public	public	ADJ
eblip-25311	36	14	service	service	NOUN
eblip-25311	36	15	points	point	NOUN
eblip-25311	36	16	;	;	PUNCT
eblip-25311	36	17	reference	reference	NOUN
eblip-25311	36	18	and	and	CCONJ
eblip-25311	36	19	access	access	NOUN
eblip-25311	36	20	services	service	NOUN
eblip-25311	36	21	(	(	PUNCT
eblip-25311	36	22	checkout	checkout	NOUN
eblip-25311	36	23	)	)	PUNCT
eblip-25311	36	24	on	on	ADP
eblip-25311	36	25	the	the	DET
eblip-25311	36	26	first	first	ADJ
eblip-25311	36	27	floor	floor	NOUN
eblip-25311	36	28	.	.	PUNCT
eblip-25311	37	1	later	later	ADV
eblip-25311	37	2	,	,	PUNCT
eblip-25311	37	3	the	the	DET
eblip-25311	37	4	special	special	ADJ
eblip-25311	37	5	collections	collection	NOUN
eblip-25311	37	6	and	and	CCONJ
eblip-25311	37	7	university	university	NOUN
eblip-25311	37	8	archives	archive	NOUN
eblip-25311	37	9	(	(	PUNCT
eblip-25311	37	10	scua	scua	ADJ
eblip-25311	37	11	)	)	PUNCT
eblip-25311	37	12	department	department	NOUN
eblip-25311	37	13	added	add	VERB
eblip-25311	37	14	a	a	DET
eblip-25311	37	15	service	service	NOUN
eblip-25311	37	16	point	point	NOUN
eblip-25311	37	17	on	on	ADP
eblip-25311	37	18	the	the	DET
eblip-25311	37	19	second	second	ADJ
eblip-25311	37	20	floor	floor	NOUN
eblip-25311	37	21	and	and	CCONJ
eblip-25311	37	22	was	be	AUX
eblip-25311	37	23	included	include	VERB
eblip-25311	37	24	in	in	ADP
eblip-25311	37	25	the	the	DET
eblip-25311	37	26	second	second	ADJ
eblip-25311	37	27	study	study	NOUN
eblip-25311	37	28	.	.	PUNCT
eblip-25311	38	1	the	the	DET
eblip-25311	38	2	schiffman	schiffman	NOUN
eblip-25311	38	3	music	music	NOUN
eblip-25311	38	4	library	library	NOUN
eblip-25311	38	5	has	have	VERB
eblip-25311	38	6	one	one	NUM
eblip-25311	38	7	combined	combine	VERB
eblip-25311	38	8	service	service	NOUN
eblip-25311	38	9	point	point	NOUN
eblip-25311	38	10	.	.	PUNCT
eblip-25311	39	1	these	these	DET
eblip-25311	39	2	services	service	NOUN
eblip-25311	39	3	desks	desk	NOUN
eblip-25311	39	4	are	be	AUX
eblip-25311	39	5	staffed	staff	VERB
eblip-25311	39	6	by	by	ADP
eblip-25311	39	7	professional	professional	ADJ
eblip-25311	39	8	librarians	librarian	NOUN
eblip-25311	39	9	,	,	PUNCT
eblip-25311	39	10	paraprofessional	paraprofessional	ADJ
eblip-25311	39	11	staff	staff	NOUN
eblip-25311	39	12	,	,	PUNCT
eblip-25311	39	13	and	and	CCONJ
eblip-25311	39	14	student	student	NOUN
eblip-25311	39	15	employees	employee	NOUN
eblip-25311	39	16	.	.	PUNCT
eblip-25311	40	1	the	the	DET
eblip-25311	40	2	two	two	NUM
eblip-25311	40	3	service	service	NOUN
eblip-25311	40	4	points	point	NOUN
eblip-25311	40	5	(	(	PUNCT
eblip-25311	40	6	the	the	DET
eblip-25311	40	7	reference	reference	NOUN
eblip-25311	40	8	desk	desk	NOUN
eblip-25311	40	9	in	in	ADP
eblip-25311	40	10	jackson	jackson	PROPN
eblip-25311	40	11	and	and	CCONJ
eblip-25311	40	12	the	the	DET
eblip-25311	40	13	front	front	ADJ
eblip-25311	40	14	desk	desk	NOUN
eblip-25311	40	15	at	at	ADP
eblip-25311	40	16	schiffman	schiffman	NOUN
eblip-25311	40	17	)	)	PUNCT
eblip-25311	40	18	both	both	PRON
eblip-25311	40	19	employ	employ	VERB
eblip-25311	40	20	graduate	graduate	NOUN
eblip-25311	40	21	students	student	NOUN
eblip-25311	40	22	from	from	ADP
eblip-25311	40	23	the	the	DET
eblip-25311	40	24	libraries	library	NOUN
eblip-25311	40	25	and	and	CCONJ
eblip-25311	40	26	information	information	NOUN
eblip-25311	40	27	studies	study	NOUN
eblip-25311	40	28	program	program	NOUN
eblip-25311	40	29	as	as	ADP
eblip-25311	40	30	interns	intern	NOUN
eblip-25311	40	31	.	.	PUNCT
eblip-25311	40	32	  	  	SPACE
eblip-25311	41	1	previous	previous	ADJ
eblip-25311	41	2	assessments	assessment	NOUN
eblip-25311	41	3	conducted	conduct	VERB
eblip-25311	41	4	by	by	ADP
eblip-25311	41	5	the	the	DET
eblip-25311	41	6	university	university	NOUN
eblip-25311	41	7	libraries	library	NOUN
eblip-25311	41	8	indicated	indicate	VERB
eblip-25311	41	9	positive	positive	ADJ
eblip-25311	41	10	results	result	NOUN
eblip-25311	41	11	for	for	ADP
eblip-25311	41	12	services	service	NOUN
eblip-25311	41	13	.	.	PUNCT
eblip-25311	42	1	in	in	ADP
eblip-25311	42	2	2008	2008	NUM
eblip-25311	42	3	the	the	DET
eblip-25311	42	4	libraries	library	NOUN
eblip-25311	42	5	conducted	conduct	VERB
eblip-25311	42	6	libqual+	libqual+	ADP
eblip-25311	42	7	®	®	NOUN
eblip-25311	42	8	and	and	CCONJ
eblip-25311	42	9	the	the	DET
eblip-25311	42	10	overall	overall	ADJ
eblip-25311	42	11	perceived	perceive	VERB
eblip-25311	42	12	mean	mean	NOUN
eblip-25311	42	13	for	for	ADP
eblip-25311	42	14	“	"	PUNCT
eblip-25311	42	15	affect	affect	NOUN
eblip-25311	42	16	of	of	ADP
eblip-25311	42	17	service	service	NOUN
eblip-25311	42	18	”	"	PUNCT
eblip-25311	42	19	was	be	AUX
eblip-25311	42	20	7.5	7.5	NUM
eblip-25311	42	21	on	on	ADP
eblip-25311	42	22	the	the	DET
eblip-25311	42	23	nine	nine	NUM
eblip-25311	42	24	-	-	PUNCT
eblip-25311	42	25	point	point	NOUN
eblip-25311	42	26	scale	scale	NOUN
eblip-25311	42	27	.	.	PUNCT
eblip-25311	43	1	every	every	DET
eblip-25311	43	2	three	three	NUM
eblip-25311	43	3	years	year	NOUN
eblip-25311	43	4	the	the	DET
eblip-25311	43	5	unc	unc	PROPN
eblip-25311	43	6	system	system	NOUN
eblip-25311	43	7	conducts	conduct	VERB
eblip-25311	43	8	surveys	survey	NOUN
eblip-25311	43	9	of	of	ADP
eblip-25311	43	10	all	all	DET
eblip-25311	43	11	sophomores	sophomore	NOUN
eblip-25311	43	12	and	and	CCONJ
eblip-25311	43	13	seniors	senior	NOUN
eblip-25311	43	14	which	which	PRON
eblip-25311	43	15	include	include	VERB
eblip-25311	43	16	questions	question	NOUN
eblip-25311	43	17	about	about	ADP
eblip-25311	43	18	library	library	NOUN
eblip-25311	43	19	services	service	NOUN
eblip-25311	43	20	.	.	PUNCT
eblip-25311	44	1	in	in	ADP
eblip-25311	44	2	the	the	DET
eblip-25311	44	3	2010	2010	NUM
eblip-25311	44	4	senior	senior	ADJ
eblip-25311	44	5	survey	survey	NOUN
eblip-25311	44	6	the	the	DET
eblip-25311	44	7	libraries	library	NOUN
eblip-25311	44	8	scored	score	VERB
eblip-25311	44	9	3.5	3.5	NUM
eblip-25311	44	10	on	on	ADP
eblip-25311	44	11	a	a	DET
eblip-25311	44	12	four	four	NUM
eblip-25311	44	13	-	-	PUNCT
eblip-25311	44	14	point	point	NOUN
eblip-25311	44	15	scale	scale	NOUN
eblip-25311	44	16	for	for	ADP
eblip-25311	44	17	“	"	PUNCT
eblip-25311	44	18	staff	staff	NOUN
eblip-25311	44	19	responsiveness	responsiveness	NOUN
eblip-25311	44	20	”	"	PUNCT
eblip-25311	44	21	and	and	CCONJ
eblip-25311	44	22	3.6	3.6	NUM
eblip-25311	44	23	for	for	ADP
eblip-25311	44	24	“	"	PUNCT
eblip-25311	44	25	library	library	NOUN
eblip-25311	44	26	services	service	NOUN
eblip-25311	44	27	overall	overall	ADJ
eblip-25311	44	28	”	"	PUNCT
eblip-25311	44	29	.	.	PUNCT
eblip-25311	45	1	longitudinally	longitudinally	ADV
eblip-25311	45	2	,	,	PUNCT
eblip-25311	45	3	we	we	PRON
eblip-25311	45	4	showed	show	VERB
eblip-25311	45	5	improvement	improvement	NOUN
eblip-25311	45	6	in	in	ADP
eblip-25311	45	7	these	these	DET
eblip-25311	45	8	categories	category	NOUN
eblip-25311	45	9	since	since	SCONJ
eblip-25311	45	10	1998	1998	NUM
eblip-25311	45	11	when	when	SCONJ
eblip-25311	45	12	we	we	PRON
eblip-25311	45	13	scored	score	VERB
eblip-25311	45	14	3.2	3.2	NUM
eblip-25311	45	15	on	on	ADP
eblip-25311	45	16	both	both	DET
eblip-25311	45	17	these	these	DET
eblip-25311	45	18	questions	question	NOUN
eblip-25311	45	19	.	.	PUNCT
eblip-25311	46	1	in	in	ADP
eblip-25311	46	2	the	the	DET
eblip-25311	46	3	2010	2010	NUM
eblip-25311	46	4	sophomore	sophomore	NOUN
eblip-25311	46	5	survey	survey	NOUN
eblip-25311	46	6	the	the	DET
eblip-25311	46	7	libraries	library	NOUN
eblip-25311	46	8	received	receive	VERB
eblip-25311	46	9	4.1	4.1	NUM
eblip-25311	46	10	out	out	ADP
eblip-25311	46	11	of	of	ADP
eblip-25311	46	12	5	5	NUM
eblip-25311	46	13	on	on	ADP
eblip-25311	46	14	“	"	PUNCT
eblip-25311	46	15	helpfulness	helpfulness	NOUN
eblip-25311	46	16	of	of	ADP
eblip-25311	46	17	staff	staff	NOUN
eblip-25311	46	18	.	.	PUNCT
eblip-25311	46	19	”	"	PUNCT
eblip-25311	47	1	because	because	SCONJ
eblip-25311	47	2	this	this	DET
eblip-25311	47	3	survey	survey	NOUN
eblip-25311	47	4	was	be	AUX
eblip-25311	47	5	newly	newly	ADV
eblip-25311	47	6	revised	revise	VERB
eblip-25311	47	7	that	that	DET
eblip-25311	47	8	year	year	NOUN
eblip-25311	47	9	we	we	PRON
eblip-25311	47	10	do	do	AUX
eblip-25311	47	11	n’t	not	PART
eblip-25311	47	12	have	have	VERB
eblip-25311	47	13	longitudinal	longitudinal	ADJ
eblip-25311	47	14	data	datum	NOUN
eblip-25311	47	15	for	for	ADP
eblip-25311	47	16	it	it	PRON
eblip-25311	47	17	(	(	PUNCT
eblip-25311	47	18	uncg	uncg	PROPN
eblip-25311	47	19	university	university	PROPN
eblip-25311	47	20	libraries	library	NOUN
eblip-25311	47	21	,	,	PUNCT
eblip-25311	47	22	2016	2016	NUM
eblip-25311	47	23	)	)	PUNCT
eblip-25311	47	24	.	.	PUNCT
eblip-25311	47	25	  	  	SPACE
eblip-25311	48	1	although	although	SCONJ
eblip-25311	48	2	the	the	DET
eblip-25311	48	3	libraries	library	NOUN
eblip-25311	48	4	performed	perform	VERB
eblip-25311	48	5	well	well	ADV
eblip-25311	48	6	on	on	ADP
eblip-25311	48	7	these	these	DET
eblip-25311	48	8	assessments	assessment	NOUN
eblip-25311	48	9	they	they	PRON
eblip-25311	48	10	were	be	AUX
eblip-25311	48	11	satisfaction	satisfaction	NOUN
eblip-25311	48	12	surveys	survey	NOUN
eblip-25311	48	13	rather	rather	ADV
eblip-25311	48	14	than	than	ADP
eblip-25311	48	15	in	in	ADP
eblip-25311	48	16	-	-	PUNCT
eblip-25311	48	17	depth	depth	NOUN
eblip-25311	48	18	studies	study	NOUN
eblip-25311	48	19	focused	focus	VERB
eblip-25311	48	20	on	on	ADP
eblip-25311	48	21	the	the	DET
eblip-25311	48	22	user	user	NOUN
eblip-25311	48	23	experience	experience	NOUN
eblip-25311	48	24	.	.	PUNCT
eblip-25311	49	1	and	and	CCONJ
eblip-25311	49	2	,	,	PUNCT
eblip-25311	49	3	while	while	SCONJ
eblip-25311	49	4	most	most	ADJ
eblip-25311	49	5	qualitative	qualitative	ADJ
eblip-25311	49	6	comments	comment	NOUN
eblip-25311	49	7	on	on	ADP
eblip-25311	49	8	the	the	DET
eblip-25311	49	9	2008	2008	NUM
eblip-25311	49	10	libqual+	libqual+	ADP
eblip-25311	49	11	®	®	NOUN
eblip-25311	49	12	survey	survey	NOUN
eblip-25311	49	13	were	be	AUX
eblip-25311	49	14	very	very	ADV
eblip-25311	49	15	positive	positive	ADJ
eblip-25311	49	16	,	,	PUNCT
eblip-25311	49	17	some	some	PRON
eblip-25311	49	18	indicated	indicate	VERB
eblip-25311	49	19	that	that	SCONJ
eblip-25311	49	20	users	user	NOUN
eblip-25311	49	21	had	have	VERB
eblip-25311	49	22	less	less	ADJ
eblip-25311	49	23	than	than	ADP
eblip-25311	49	24	satisfactory	satisfactory	ADJ
eblip-25311	49	25	interactions	interaction	NOUN
eblip-25311	49	26	at	at	ADP
eblip-25311	49	27	service	service	NOUN
eblip-25311	49	28	desks	desk	NOUN
eblip-25311	49	29	:	:	PUNCT
eblip-25311	49	30	                	                	SPACE
eblip-25311	49	31	“	"	PUNCT
eblip-25311	49	32	i	i	PRON
eblip-25311	49	33	sometimes	sometimes	ADV
eblip-25311	49	34	find	find	VERB
eblip-25311	49	35	the	the	DET
eblip-25311	49	36	student	student	NOUN
eblip-25311	49	37	staff	staff	NOUN
eblip-25311	49	38	to	to	PART
eblip-25311	49	39	be	be	AUX
eblip-25311	49	40	really	really	ADV
eblip-25311	49	41	annoyed	annoy	VERB
eblip-25311	49	42	at	at	ADP
eblip-25311	49	43	having	have	VERB
eblip-25311	49	44	to	to	PART
eblip-25311	49	45	help	help	VERB
eblip-25311	49	46	me	i	PRON
eblip-25311	49	47	,	,	PUNCT
eblip-25311	49	48	even	even	ADV
eblip-25311	49	49	just	just	ADV
eblip-25311	49	50	checking	check	VERB
eblip-25311	49	51	out	out	ADP
eblip-25311	49	52	books	book	NOUN
eblip-25311	49	53	.	.	PUNCT
eblip-25311	49	54	”	"	PUNCT
eblip-25311	49	55	  	  	SPACE
eblip-25311	50	1	“	"	PUNCT
eblip-25311	50	2	i	i	PRON
eblip-25311	50	3	can	can	AUX
eblip-25311	50	4	not	not	PART
eblip-25311	50	5	send	send	VERB
eblip-25311	50	6	my	my	PRON
eblip-25311	50	7	students	student	NOUN
eblip-25311	50	8	to	to	ADP
eblip-25311	50	9	the	the	DET
eblip-25311	50	10	library	library	NOUN
eblip-25311	50	11	with	with	ADP
eblip-25311	50	12	confidence	confidence	NOUN
eblip-25311	50	13	that	that	SCONJ
eblip-25311	50	14	they	they	PRON
eblip-25311	50	15	will	will	AUX
eblip-25311	50	16	be	be	AUX
eblip-25311	50	17	treated	treat	VERB
eblip-25311	50	18	with	with	ADP
eblip-25311	50	19	the	the	DET
eblip-25311	50	20	same	same	ADJ
eblip-25311	50	21	respect	respect	NOUN
eblip-25311	50	22	.	.	PUNCT
eblip-25311	50	23	”	"	PUNCT
eblip-25311	50	24	  	  	SPACE
eblip-25311	50	25	both	both	DET
eblip-25311	50	26	jackson	jackson	PROPN
eblip-25311	50	27	and	and	CCONJ
eblip-25311	50	28	schiffman	schiffman	NOUN
eblip-25311	50	29	offer	offer	VERB
eblip-25311	50	30	computers	computer	NOUN
eblip-25311	50	31	with	with	ADP
eblip-25311	50	32	a	a	DET
eblip-25311	50	33	wide	wide	ADJ
eblip-25311	50	34	variety	variety	NOUN
eblip-25311	50	35	of	of	ADP
eblip-25311	50	36	software	software	NOUN
eblip-25311	50	37	,	,	PUNCT
eblip-25311	50	38	group	group	NOUN
eblip-25311	50	39	and	and	CCONJ
eblip-25311	50	40	quiet	quiet	ADJ
eblip-25311	50	41	study	study	NOUN
eblip-25311	50	42	space	space	NOUN
eblip-25311	50	43	and	and	CCONJ
eblip-25311	50	44	technology	technology	NOUN
eblip-25311	50	45	checkout	checkout	NOUN
eblip-25311	50	46	as	as	ADV
eblip-25311	50	47	well	well	ADV
eblip-25311	50	48	as	as	ADP
eblip-25311	50	49	traditional	traditional	ADJ
eblip-25311	50	50	print	print	NOUN
eblip-25311	50	51	and	and	CCONJ
eblip-25311	50	52	av	av	PROPN
eblip-25311	50	53	materials	material	NOUN
eblip-25311	50	54	.	.	PUNCT
eblip-25311	51	1	chat	chat	NOUN
eblip-25311	51	2	,	,	PUNCT
eblip-25311	51	3	email	email	NOUN
eblip-25311	51	4	,	,	PUNCT
eblip-25311	51	5	and	and	CCONJ
eblip-25311	51	6	texting	texting	NOUN
eblip-25311	51	7	are	be	AUX
eblip-25311	51	8	offered	offer	VERB
eblip-25311	51	9	in	in	ADP
eblip-25311	51	10	addition	addition	NOUN
eblip-25311	51	11	to	to	ADP
eblip-25311	51	12	in	in	ADP
eblip-25311	51	13	-	-	PUNCT
eblip-25311	51	14	house	house	NOUN
eblip-25311	51	15	service	service	NOUN
eblip-25311	51	16	.	.	PUNCT
eblip-25311	52	1	jackson	jackson	PROPN
eblip-25311	52	2	library	library	PROPN
eblip-25311	52	3	has	have	VERB
eblip-25311	52	4	a	a	DET
eblip-25311	52	5	24/5	24/5	NUM
eblip-25311	52	6	space	space	NOUN
eblip-25311	52	7	that	that	PRON
eblip-25311	52	8	is	be	AUX
eblip-25311	52	9	very	very	ADV
eblip-25311	52	10	popular	popular	ADJ
eblip-25311	52	11	.	.	PUNCT
eblip-25311	53	1	together	together	ADV
eblip-25311	53	2	the	the	DET
eblip-25311	53	3	libraries	library	NOUN
eblip-25311	53	4	have	have	VERB
eblip-25311	53	5	over	over	ADP
eblip-25311	53	6	1	1	NUM
eblip-25311	53	7	million	million	NUM
eblip-25311	53	8	visitors	visitor	NOUN
eblip-25311	53	9	each	each	DET
eblip-25311	53	10	year	year	NOUN
eblip-25311	53	11	.	.	PUNCT
eblip-25311	54	1	like	like	ADP
eblip-25311	54	2	many	many	ADJ
eblip-25311	54	3	academic	academic	ADJ
eblip-25311	54	4	libraries	library	NOUN
eblip-25311	54	5	,	,	PUNCT
eblip-25311	54	6	we	we	PRON
eblip-25311	54	7	are	be	AUX
eblip-25311	54	8	realigning	realign	VERB
eblip-25311	54	9	service	service	NOUN
eblip-25311	54	10	staff	staff	NOUN
eblip-25311	54	11	to	to	PART
eblip-25311	54	12	rely	rely	VERB
eblip-25311	54	13	more	more	ADV
eblip-25311	54	14	on	on	ADP
eblip-25311	54	15	paraprofessionals	paraprofessional	NOUN
eblip-25311	54	16	for	for	ADP
eblip-25311	54	17	reference	reference	NOUN
eblip-25311	54	18	service	service	NOUN
eblip-25311	54	19	so	so	SCONJ
eblip-25311	54	20	that	that	SCONJ
eblip-25311	54	21	librarians	librarian	NOUN
eblip-25311	54	22	may	may	AUX
eblip-25311	54	23	focus	focus	VERB
eblip-25311	54	24	on	on	ADP
eblip-25311	54	25	information	information	NOUN
eblip-25311	54	26	literacy	literacy	NOUN
eblip-25311	54	27	and	and	CCONJ
eblip-25311	54	28	specialized	specialized	ADJ
eblip-25311	54	29	liaison	liaison	NOUN
eblip-25311	54	30	services	service	NOUN
eblip-25311	54	31	.	.	PUNCT
eblip-25311	55	1	often	often	ADV
eblip-25311	55	2	these	these	DET
eblip-25311	55	3	staff	staff	NOUN
eblip-25311	55	4	members	member	NOUN
eblip-25311	55	5	are	be	AUX
eblip-25311	55	6	not	not	PART
eblip-25311	55	7	part	part	NOUN
eblip-25311	55	8	of	of	ADP
eblip-25311	55	9	the	the	DET
eblip-25311	55	10	research	research	NOUN
eblip-25311	55	11	,	,	PUNCT
eblip-25311	55	12	outreach	outreach	NOUN
eblip-25311	55	13	and	and	CCONJ
eblip-25311	55	14	instruction	instruction	NOUN
eblip-25311	55	15	department	department	NOUN
eblip-25311	55	16	(	(	PUNCT
eblip-25311	55	17	roi	roi	NOUN
eblip-25311	55	18	,	,	PUNCT
eblip-25311	55	19	formerly	formerly	ADV
eblip-25311	55	20	called	call	VERB
eblip-25311	55	21	the	the	DET
eblip-25311	55	22	reference	reference	NOUN
eblip-25311	55	23	&	&	CCONJ
eblip-25311	55	24	instructional	instructional	PROPN
eblip-25311	55	25	services	services	PROPN
eblip-25311	55	26	department	department	PROPN
eblip-25311	55	27	)	)	PUNCT
eblip-25311	55	28	which	which	PRON
eblip-25311	55	29	can	can	AUX
eblip-25311	55	30	present	present	VERB
eblip-25311	55	31	training	training	NOUN
eblip-25311	55	32	challenges	challenge	NOUN
eblip-25311	55	33	.	.	PUNCT
eblip-25311	56	1	the	the	DET
eblip-25311	56	2	reliance	reliance	NOUN
eblip-25311	56	3	on	on	ADP
eblip-25311	56	4	student	student	NOUN
eblip-25311	56	5	employees	employee	NOUN
eblip-25311	56	6	with	with	ADP
eblip-25311	56	7	a	a	DET
eblip-25311	56	8	high	high	ADJ
eblip-25311	56	9	turnover	turnover	NOUN
eblip-25311	56	10	rate	rate	NOUN
eblip-25311	56	11	can	can	AUX
eblip-25311	56	12	also	also	ADV
eblip-25311	56	13	make	make	VERB
eblip-25311	56	14	it	it	PRON
eblip-25311	56	15	difficult	difficult	ADJ
eblip-25311	56	16	to	to	PART
eblip-25311	56	17	provide	provide	VERB
eblip-25311	56	18	consistent	consistent	ADJ
eblip-25311	56	19	service	service	NOUN
eblip-25311	56	20	.	.	PUNCT
eblip-25311	57	1	after	after	ADP
eblip-25311	57	2	administering	administer	VERB
eblip-25311	57	3	the	the	DET
eblip-25311	57	4	association	association	NOUN
eblip-25311	57	5	of	of	ADP
eblip-25311	57	6	research	research	NOUN
eblip-25311	57	7	libraries	library	NOUN
eblip-25311	57	8	’	'	PUNCT
eblip-25311	57	9	libqual+	libqual+	ADP
eblip-25311	57	10	®	®	NOUN
eblip-25311	57	11	survey	survey	NOUN
eblip-25311	57	12	in	in	ADP
eblip-25311	57	13	2008	2008	NUM
eblip-25311	57	14	the	the	DET
eblip-25311	57	15	libraries	library	NOUN
eblip-25311	57	16	sought	seek	VERB
eblip-25311	57	17	to	to	PART
eblip-25311	57	18	enhance	enhance	VERB
eblip-25311	57	19	the	the	DET
eblip-25311	57	20	quality	quality	NOUN
eblip-25311	57	21	of	of	ADP
eblip-25311	57	22	the	the	DET
eblip-25311	57	23	customer	customer	NOUN
eblip-25311	57	24	experience	experience	NOUN
eblip-25311	57	25	at	at	ADP
eblip-25311	57	26	service	service	NOUN
eblip-25311	57	27	desks	desk	NOUN
eblip-25311	57	28	and	and	CCONJ
eblip-25311	57	29	via	via	ADP
eblip-25311	57	30	phone	phone	NOUN
eblip-25311	57	31	and	and	CCONJ
eblip-25311	57	32	chat	chat	NOUN
eblip-25311	57	33	.	.	PUNCT
eblip-25311	58	1	to	to	PART
eblip-25311	58	2	begin	begin	VERB
eblip-25311	58	3	the	the	DET
eblip-25311	58	4	process	process	NOUN
eblip-25311	58	5	,	,	PUNCT
eblip-25311	58	6	the	the	DET
eblip-25311	58	7	associate	associate	ADJ
eblip-25311	58	8	dean	dean	NOUN
eblip-25311	58	9	for	for	ADP
eblip-25311	58	10	public	public	ADJ
eblip-25311	58	11	services	service	NOUN
eblip-25311	58	12	charged	charge	VERB
eblip-25311	58	13	a	a	DET
eblip-25311	58	14	task	task	NOUN
eblip-25311	58	15	force	force	NOUN
eblip-25311	58	16	in	in	ADP
eblip-25311	58	17	2009	2009	NUM
eblip-25311	58	18	to	to	PART
eblip-25311	58	19	develop	develop	VERB
eblip-25311	58	20	customer	customer	NOUN
eblip-25311	58	21	service	service	NOUN
eblip-25311	58	22	values	value	NOUN
eblip-25311	58	23	to	to	PART
eblip-25311	58	24	serve	serve	VERB
eblip-25311	58	25	as	as	ADP
eblip-25311	58	26	a	a	DET
eblip-25311	58	27	guide	guide	NOUN
eblip-25311	58	28	for	for	ADP
eblip-25311	58	29	both	both	CCONJ
eblip-25311	58	30	external	external	ADJ
eblip-25311	58	31	and	and	CCONJ
eblip-25311	58	32	internal	internal	ADJ
eblip-25311	58	33	service	service	NOUN
eblip-25311	58	34	.	.	PUNCT
eblip-25311	59	1	these	these	DET
eblip-25311	59	2	values	value	NOUN
eblip-25311	59	3	were	be	AUX
eblip-25311	59	4	vetted	vet	VERB
eblip-25311	59	5	among	among	ADP
eblip-25311	59	6	the	the	DET
eblip-25311	59	7	public	public	ADJ
eblip-25311	59	8	service	service	NOUN
eblip-25311	59	9	departments	department	NOUN
eblip-25311	59	10	and	and	CCONJ
eblip-25311	59	11	posted	post	VERB
eblip-25311	59	12	on	on	ADP
eblip-25311	59	13	the	the	DET
eblip-25311	59	14	libraries	library	NOUN
eblip-25311	59	15	’	'	PUNCT
eblip-25311	59	16	web	web	NOUN
eblip-25311	59	17	page	page	NOUN
eblip-25311	59	18	along	along	ADP
eblip-25311	59	19	with	with	ADP
eblip-25311	59	20	the	the	DET
eblip-25311	59	21	libraries	library	NOUN
eblip-25311	59	22	’	'	PUNCT
eblip-25311	59	23	mission	mission	NOUN
eblip-25311	59	24	statement	statement	NOUN
eblip-25311	59	25	,	,	PUNCT
eblip-25311	59	26	to	to	PART
eblip-25311	59	27	indicate	indicate	VERB
eblip-25311	59	28	to	to	ADP
eblip-25311	59	29	both	both	DET
eblip-25311	59	30	patrons	patron	NOUN
eblip-25311	59	31	and	and	CCONJ
eblip-25311	59	32	staff	staff	NOUN
eblip-25311	59	33	that	that	SCONJ
eblip-25311	59	34	we	we	PRON
eblip-25311	59	35	are	be	AUX
eblip-25311	59	36	committed	commit	VERB
eblip-25311	59	37	to	to	ADP
eblip-25311	59	38	quality	quality	NOUN
eblip-25311	59	39	service	service	NOUN
eblip-25311	59	40	.	.	PUNCT
eblip-25311	60	1	(	(	PUNCT
eblip-25311	60	2	uncg	uncg	PROPN
eblip-25311	60	3	university	university	PROPN
eblip-25311	60	4	libraries	library	NOUN
eblip-25311	60	5	,	,	PUNCT
eblip-25311	60	6	2015a	2015a	NUM
eblip-25311	60	7	)	)	PUNCT
eblip-25311	60	8	.	.	PUNCT
eblip-25311	61	1	the	the	DET
eblip-25311	61	2	task	task	PROPN
eblip-25311	61	3	force	force	NOUN
eblip-25311	61	4	recommended	recommend	VERB
eblip-25311	61	5	a	a	DET
eblip-25311	61	6	training	training	NOUN
eblip-25311	61	7	program	program	NOUN
eblip-25311	61	8	for	for	ADP
eblip-25311	61	9	customer	customer	NOUN
eblip-25311	61	10	service	service	NOUN
eblip-25311	61	11	that	that	SCONJ
eblip-25311	61	12	“	"	PUNCT
eblip-25311	61	13	should	should	AUX
eblip-25311	61	14	be	be	AUX
eblip-25311	61	15	shaped	shape	VERB
eblip-25311	61	16	through	through	ADP
eblip-25311	61	17	ongoing	ongoing	ADJ
eblip-25311	61	18	assessment	assessment	NOUN
eblip-25311	61	19	.	.	PUNCT
eblip-25311	61	20	”	"	PUNCT
eblip-25311	61	21	  	  	SPACE
eblip-25311	61	22	literature	literature	PROPN
eblip-25311	61	23	review	review	NOUN
eblip-25311	61	24	  	  	SPACE
eblip-25311	61	25	mystery	mystery	NOUN
eblip-25311	61	26	shopping	shopping	NOUN
eblip-25311	61	27	is	be	AUX
eblip-25311	61	28	a	a	DET
eblip-25311	61	29	term	term	NOUN
eblip-25311	61	30	that	that	PRON
eblip-25311	61	31	is	be	AUX
eblip-25311	61	32	familiar	familiar	ADJ
eblip-25311	61	33	in	in	ADP
eblip-25311	61	34	industries	industry	NOUN
eblip-25311	61	35	that	that	PRON
eblip-25311	61	36	are	be	AUX
eblip-25311	61	37	heavily	heavily	ADV
eblip-25311	61	38	focused	focused	ADJ
eblip-25311	61	39	on	on	ADP
eblip-25311	61	40	customer	customer	NOUN
eblip-25311	61	41	service	service	NOUN
eblip-25311	61	42	such	such	ADJ
eblip-25311	61	43	as	as	ADP
eblip-25311	61	44	financial	financial	ADJ
eblip-25311	61	45	services	service	NOUN
eblip-25311	61	46	,	,	PUNCT
eblip-25311	61	47	retail	retail	NOUN
eblip-25311	61	48	,	,	PUNCT
eblip-25311	61	49	restaurants	restaurant	NOUN
eblip-25311	61	50	,	,	PUNCT
eblip-25311	61	51	and	and	CCONJ
eblip-25311	61	52	hospitality	hospitality	NOUN
eblip-25311	61	53	.	.	PUNCT
eblip-25311	62	1	in	in	ADP
eblip-25311	62	2	2010	2010	NUM
eblip-25311	62	3	,	,	PUNCT
eblip-25311	62	4	the	the	DET
eblip-25311	62	5	mystery	mystery	NOUN
eblip-25311	62	6	shopping	shopping	NOUN
eblip-25311	62	7	business	business	NOUN
eblip-25311	62	8	was	be	AUX
eblip-25311	62	9	“	"	PUNCT
eblip-25311	62	10	estimated	estimate	VERB
eblip-25311	62	11	to	to	PART
eblip-25311	62	12	be	be	AUX
eblip-25311	62	13	a	a	DET
eblip-25311	62	14	$	$	SYM
eblip-25311	62	15	1.5	1.5	NUM
eblip-25311	62	16	billion	billion	NUM
eblip-25311	62	17	industry	industry	NOUN
eblip-25311	62	18	,	,	PUNCT
eblip-25311	62	19	up	up	ADV
eblip-25311	62	20	from	from	ADP
eblip-25311	62	21	roughly	roughly	ADV
eblip-25311	62	22	$	$	SYM
eblip-25311	62	23	600	600	NUM
eblip-25311	62	24	million	million	NUM
eblip-25311	62	25	in	in	ADP
eblip-25311	62	26	2004	2004	NUM
eblip-25311	62	27	”	"	PUNCT
eblip-25311	62	28	(	(	PUNCT
eblip-25311	62	29	andruss	andruss	NOUN
eblip-25311	62	30	,	,	PUNCT
eblip-25311	62	31	2010	2010	NUM
eblip-25311	62	32	)	)	PUNCT
eblip-25311	62	33	.	.	PUNCT
eblip-25311	63	1	many	many	ADJ
eblip-25311	63	2	of	of	ADP
eblip-25311	63	3	the	the	DET
eblip-25311	63	4	industries	industry	NOUN
eblip-25311	63	5	that	that	PRON
eblip-25311	63	6	use	use	VERB
eblip-25311	63	7	mystery	mystery	NOUN
eblip-25311	63	8	shopping	shopping	NOUN
eblip-25311	63	9	use	use	VERB
eblip-25311	63	10	professional	professional	ADJ
eblip-25311	63	11	services	service	NOUN
eblip-25311	63	12	organizations	organization	NOUN
eblip-25311	63	13	that	that	PRON
eblip-25311	63	14	hire	hire	VERB
eblip-25311	63	15	and	and	CCONJ
eblip-25311	63	16	train	train	VERB
eblip-25311	63	17	the	the	DET
eblip-25311	63	18	shoppers	shopper	NOUN
eblip-25311	63	19	.	.	PUNCT
eblip-25311	64	1	there	there	PRON
eblip-25311	64	2	have	have	AUX
eblip-25311	64	3	also	also	ADV
eblip-25311	64	4	been	be	AUX
eblip-25311	64	5	attempts	attempt	NOUN
eblip-25311	64	6	to	to	PART
eblip-25311	64	7	utilize	utilize	VERB
eblip-25311	64	8	the	the	DET
eblip-25311	64	9	mystery	mystery	NOUN
eblip-25311	64	10	shopping	shopping	NOUN
eblip-25311	64	11	concept	concept	NOUN
eblip-25311	64	12	in	in	ADP
eblip-25311	64	13	other	other	ADJ
eblip-25311	64	14	non	non	ADJ
eblip-25311	64	15	-	-	ADJ
eblip-25311	64	16	customer	customer	ADJ
eblip-25311	64	17	-	-	PUNCT
eblip-25311	64	18	service	service	NOUN
eblip-25311	64	19	areas	area	NOUN
eblip-25311	64	20	,	,	PUNCT
eblip-25311	64	21	such	such	ADJ
eblip-25311	64	22	as	as	ADP
eblip-25311	64	23	patient	patient	ADJ
eblip-25311	64	24	satisfaction	satisfaction	NOUN
eblip-25311	64	25	with	with	ADP
eblip-25311	64	26	health	health	NOUN
eblip-25311	64	27	care	care	NOUN
eblip-25311	64	28	services	service	NOUN
eblip-25311	64	29	.	.	PUNCT
eblip-25311	65	1	and	and	CCONJ
eblip-25311	65	2	,	,	PUNCT
eblip-25311	65	3	while	while	SCONJ
eblip-25311	65	4	much	much	ADJ
eblip-25311	65	5	of	of	ADP
eblip-25311	65	6	the	the	DET
eblip-25311	65	7	literature	literature	NOUN
eblip-25311	65	8	once	once	ADV
eblip-25311	65	9	focused	focus	VERB
eblip-25311	65	10	on	on	ADP
eblip-25311	65	11	mystery	mystery	NOUN
eblip-25311	65	12	shopping	shopping	NOUN
eblip-25311	65	13	done	do	VERB
eblip-25311	65	14	in	in	ADP
eblip-25311	65	15	person	person	NOUN
eblip-25311	65	16	,	,	PUNCT
eblip-25311	65	17	work	work	NOUN
eblip-25311	65	18	is	be	AUX
eblip-25311	65	19	now	now	ADV
eblip-25311	65	20	being	be	AUX
eblip-25311	65	21	conducted	conduct	VERB
eblip-25311	65	22	to	to	PART
eblip-25311	65	23	evaluate	evaluate	VERB
eblip-25311	65	24	the	the	DET
eblip-25311	65	25	quality	quality	NOUN
eblip-25311	65	26	of	of	ADP
eblip-25311	65	27	services	service	NOUN
eblip-25311	65	28	delivered	deliver	VERB
eblip-25311	65	29	in	in	ADP
eblip-25311	65	30	virtual	virtual	ADJ
eblip-25311	65	31	environments	environment	NOUN
eblip-25311	65	32	.	.	PUNCT
eblip-25311	66	1	according	accord	VERB
eblip-25311	66	2	to	to	ADP
eblip-25311	66	3	the	the	DET
eblip-25311	66	4	14th	14th	ADJ
eblip-25311	66	5	annual	annual	ADJ
eblip-25311	66	6	mystery	mystery	NOUN
eblip-25311	66	7	shopping	shopping	NOUN
eblip-25311	66	8	study	study	NOUN
eblip-25311	66	9	conducted	conduct	VERB
eblip-25311	66	10	by	by	ADP
eblip-25311	66	11	the	the	DET
eblip-25311	66	12	e	e	NOUN
eblip-25311	66	13	-	-	ADJ
eblip-25311	66	14	tailing	tail	VERB
eblip-25311	66	15	group	group	NOUN
eblip-25311	66	16	…	…	PUNCT
eblip-25311	66	17	“	"	PUNCT
eblip-25311	66	18	the	the	DET
eblip-25311	66	19	study	study	NOUN
eblip-25311	66	20	confirms	confirm	VERB
eblip-25311	66	21	that	that	SCONJ
eblip-25311	66	22	merchants	merchant	NOUN
eblip-25311	66	23	are	be	AUX
eblip-25311	66	24	refining	refine	VERB
eblip-25311	66	25	online	online	ADJ
eblip-25311	66	26	tactics	tactic	NOUN
eblip-25311	66	27	to	to	PART
eblip-25311	66	28	find	find	VERB
eblip-25311	66	29	,	,	PUNCT
eblip-25311	66	30	inform	inform	NOUN
eblip-25311	66	31	,	,	PUNCT
eblip-25311	66	32	personalize	personalize	VERB
eblip-25311	66	33	and	and	CCONJ
eblip-25311	66	34	connect	connect	VERB
eblip-25311	66	35	with	with	ADP
eblip-25311	66	36	improved	improved	ADJ
eblip-25311	66	37	speed	speed	NOUN
eblip-25311	66	38	and	and	CCONJ
eblip-25311	66	39	efficiency	efficiency	NOUN
eblip-25311	66	40	,	,	PUNCT
eblip-25311	66	41	while	while	SCONJ
eblip-25311	66	42	diligently	diligently	ADV
eblip-25311	66	43	developing	develop	VERB
eblip-25311	66	44	social	social	ADJ
eblip-25311	66	45	and	and	CCONJ
eblip-25311	66	46	mobile	mobile	ADJ
eblip-25311	66	47	initiatives	initiative	NOUN
eblip-25311	66	48	”	"	PUNCT
eblip-25311	66	49	(	(	PUNCT
eblip-25311	66	50	tierney	tierney	NOUN
eblip-25311	66	51	,	,	PUNCT
eblip-25311	66	52	2012	2012	NUM
eblip-25311	66	53	)	)	PUNCT
eblip-25311	66	54	.	.	PUNCT
eblip-25311	67	1	in	in	ADP
eblip-25311	67	2	areas	area	NOUN
eblip-25311	67	3	that	that	PRON
eblip-25311	67	4	are	be	AUX
eblip-25311	67	5	profit	profit	NOUN
eblip-25311	67	6	-	-	PUNCT
eblip-25311	67	7	driven	drive	VERB
eblip-25311	67	8	,	,	PUNCT
eblip-25311	67	9	mystery	mystery	NOUN
eblip-25311	67	10	shopping	shopping	NOUN
eblip-25311	67	11	has	have	AUX
eblip-25311	67	12	been	be	AUX
eblip-25311	67	13	used	use	VERB
eblip-25311	67	14	to	to	PART
eblip-25311	67	15	measure	measure	VERB
eblip-25311	67	16	up	up	ADP
eblip-25311	67	17	-	-	PUNCT
eblip-25311	67	18	selling	sell	VERB
eblip-25311	67	19	offers	offer	NOUN
eblip-25311	67	20	(	(	PUNCT
eblip-25311	67	21	peters	peter	NOUN
eblip-25311	67	22	,	,	PUNCT
eblip-25311	67	23	2011	2011	NUM
eblip-25311	67	24	)	)	PUNCT
eblip-25311	67	25	and	and	CCONJ
eblip-25311	67	26	identify	identify	VERB
eblip-25311	67	27	employees	employee	NOUN
eblip-25311	67	28	with	with	ADP
eblip-25311	67	29	promotional	promotional	ADJ
eblip-25311	67	30	potential	potential	NOUN
eblip-25311	67	31	(	(	PUNCT
eblip-25311	67	32	cocheo	cocheo	PROPN
eblip-25311	67	33	,	,	PUNCT
eblip-25311	67	34	2011	2011	NUM
eblip-25311	67	35	)	)	PUNCT
eblip-25311	67	36	.	.	PUNCT
eblip-25311	67	37	  	  	SPACE
eblip-25311	68	1	an	an	DET
eblip-25311	68	2	early	early	ADJ
eblip-25311	68	3	use	use	NOUN
eblip-25311	68	4	of	of	ADP
eblip-25311	68	5	mystery	mystery	NOUN
eblip-25311	68	6	shopping	shopping	NOUN
eblip-25311	68	7	in	in	ADP
eblip-25311	68	8	a	a	DET
eblip-25311	68	9	library	library	NOUN
eblip-25311	68	10	took	take	VERB
eblip-25311	68	11	place	place	NOUN
eblip-25311	68	12	in	in	ADP
eblip-25311	68	13	1996	1996	NUM
eblip-25311	68	14	in	in	ADP
eblip-25311	68	15	a	a	DET
eblip-25311	68	16	public	public	ADJ
eblip-25311	68	17	library	library	NOUN
eblip-25311	68	18	in	in	ADP
eblip-25311	68	19	modesto	modesto	PROPN
eblip-25311	68	20	,	,	PUNCT
eblip-25311	68	21	california	california	PROPN
eblip-25311	68	22	.	.	PUNCT
eblip-25311	69	1	mystery	mystery	NOUN
eblip-25311	69	2	shoppers	shopper	NOUN
eblip-25311	69	3	were	be	AUX
eblip-25311	69	4	used	use	VERB
eblip-25311	69	5	to	to	PART
eblip-25311	69	6	assess	assess	VERB
eblip-25311	69	7	the	the	DET
eblip-25311	69	8	library	library	NOUN
eblip-25311	69	9	’s	’s	PART
eblip-25311	69	10	customer	customer	NOUN
eblip-25311	69	11	service	service	NOUN
eblip-25311	69	12	,	,	PUNCT
eblip-25311	69	13	as	as	ADP
eblip-25311	69	14	part	part	NOUN
eblip-25311	69	15	of	of	ADP
eblip-25311	69	16	the	the	DET
eblip-25311	69	17	county	county	NOUN
eblip-25311	69	18	’s	’s	PART
eblip-25311	69	19	quality	quality	PROPN
eblip-25311	69	20	service	service	NOUN
eblip-25311	69	21	initiative	initiative	NOUN
eblip-25311	69	22	(	(	PUNCT
eblip-25311	69	23	czopek	czopek	NOUN
eblip-25311	69	24	,	,	PUNCT
eblip-25311	69	25	1998	1998	NUM
eblip-25311	69	26	)	)	PUNCT
eblip-25311	69	27	.	.	PUNCT
eblip-25311	70	1	subsequent	subsequent	ADJ
eblip-25311	70	2	use	use	NOUN
eblip-25311	70	3	of	of	ADP
eblip-25311	70	4	mystery	mystery	NOUN
eblip-25311	70	5	shopping	shopping	NOUN
eblip-25311	70	6	in	in	ADP
eblip-25311	70	7	libraries	library	NOUN
eblip-25311	70	8	has	have	AUX
eblip-25311	70	9	been	be	AUX
eblip-25311	70	10	to	to	PART
eblip-25311	70	11	measure	measure	VERB
eblip-25311	70	12	the	the	DET
eblip-25311	70	13	quality	quality	NOUN
eblip-25311	70	14	of	of	ADP
eblip-25311	70	15	the	the	DET
eblip-25311	70	16	customer	customer	NOUN
eblip-25311	70	17	service	service	NOUN
eblip-25311	70	18	experience	experience	NOUN
eblip-25311	70	19	;	;	PUNCT
eblip-25311	70	20	there	there	PRON
eblip-25311	70	21	is	be	VERB
eblip-25311	70	22	not	not	PART
eblip-25311	70	23	,	,	PUNCT
eblip-25311	70	24	however	however	ADV
eblip-25311	70	25	,	,	PUNCT
eblip-25311	70	26	a	a	DET
eblip-25311	70	27	universal	universal	ADJ
eblip-25311	70	28	definition	definition	NOUN
eblip-25311	70	29	of	of	ADP
eblip-25311	70	30	quality	quality	NOUN
eblip-25311	70	31	customer	customer	NOUN
eblip-25311	70	32	service	service	NOUN
eblip-25311	70	33	.	.	PUNCT
eblip-25311	71	1	in	in	ADP
eblip-25311	71	2	addition	addition	NOUN
eblip-25311	71	3	,	,	PUNCT
eblip-25311	71	4	there	there	PRON
eblip-25311	71	5	is	be	VERB
eblip-25311	71	6	not	not	PART
eblip-25311	71	7	a	a	DET
eblip-25311	71	8	universal	universal	ADJ
eblip-25311	71	9	way	way	NOUN
eblip-25311	71	10	to	to	PART
eblip-25311	71	11	assess	assess	VERB
eblip-25311	71	12	quality	quality	NOUN
eblip-25311	71	13	of	of	ADP
eblip-25311	71	14	customer	customer	NOUN
eblip-25311	71	15	service	service	NOUN
eblip-25311	71	16	.	.	PUNCT
eblip-25311	72	1	is	be	AUX
eblip-25311	72	2	it	it	PRON
eblip-25311	72	3	the	the	DET
eblip-25311	72	4	amount	amount	NOUN
eblip-25311	72	5	of	of	ADP
eblip-25311	72	6	time	time	NOUN
eblip-25311	72	7	a	a	DET
eblip-25311	72	8	person	person	NOUN
eblip-25311	72	9	has	have	VERB
eblip-25311	72	10	to	to	PART
eblip-25311	72	11	wait	wait	VERB
eblip-25311	72	12	to	to	PART
eblip-25311	72	13	speak	speak	VERB
eblip-25311	72	14	with	with	ADP
eblip-25311	72	15	someone	someone	PRON
eblip-25311	72	16	at	at	ADP
eblip-25311	72	17	the	the	DET
eblip-25311	72	18	reference	reference	NOUN
eblip-25311	72	19	desk	desk	NOUN
eblip-25311	72	20	?	?	PUNCT
eblip-25311	73	1	is	be	AUX
eblip-25311	73	2	it	it	PRON
eblip-25311	73	3	providing	provide	VERB
eblip-25311	73	4	free	free	ADJ
eblip-25311	73	5	coffee	coffee	NOUN
eblip-25311	73	6	to	to	ADP
eblip-25311	73	7	students	student	NOUN
eblip-25311	73	8	at	at	ADP
eblip-25311	73	9	exam	exam	NOUN
eblip-25311	73	10	time	time	NOUN
eblip-25311	73	11	?	?	PUNCT
eblip-25311	74	1	is	be	AUX
eblip-25311	74	2	it	it	PRON
eblip-25311	74	3	offering	offer	VERB
eblip-25311	74	4	resume	resume	NOUN
eblip-25311	74	5	writing	writing	NOUN
eblip-25311	74	6	and	and	CCONJ
eblip-25311	74	7	computer	computer	NOUN
eblip-25311	74	8	workshops	workshop	NOUN
eblip-25311	74	9	at	at	ADP
eblip-25311	74	10	public	public	ADJ
eblip-25311	74	11	libraries	library	NOUN
eblip-25311	74	12	in	in	ADP
eblip-25311	74	13	response	response	NOUN
eblip-25311	74	14	to	to	ADP
eblip-25311	74	15	the	the	DET
eblip-25311	74	16	needs	need	NOUN
eblip-25311	74	17	of	of	ADP
eblip-25311	74	18	the	the	DET
eblip-25311	74	19	local	local	ADJ
eblip-25311	74	20	community	community	NOUN
eblip-25311	74	21	(	(	PUNCT
eblip-25311	74	22	roy	roy	PROPN
eblip-25311	74	23	,	,	PUNCT
eblip-25311	74	24	bolfing	bolfing	NOUN
eblip-25311	74	25	&	&	CCONJ
eblip-25311	74	26	brzozowski	brzozowski	PROPN
eblip-25311	74	27	,	,	PUNCT
eblip-25311	74	28	2010	2010	NUM
eblip-25311	74	29	)	)	PUNCT
eblip-25311	74	30	?	?	PUNCT
eblip-25311	75	1	another	another	DET
eblip-25311	75	2	factor	factor	NOUN
eblip-25311	75	3	that	that	PRON
eblip-25311	75	4	must	must	AUX
eblip-25311	75	5	be	be	AUX
eblip-25311	75	6	considered	consider	VERB
eblip-25311	75	7	is	be	AUX
eblip-25311	75	8	that	that	SCONJ
eblip-25311	75	9	,	,	PUNCT
eblip-25311	75	10	in	in	ADP
eblip-25311	75	11	many	many	ADJ
eblip-25311	75	12	instances	instance	NOUN
eblip-25311	75	13	,	,	PUNCT
eblip-25311	75	14	the	the	DET
eblip-25311	75	15	library	library	NOUN
eblip-25311	75	16	may	may	AUX
eblip-25311	75	17	be	be	AUX
eblip-25311	75	18	considered	consider	VERB
eblip-25311	75	19	a	a	DET
eblip-25311	75	20	“	"	PUNCT
eblip-25311	75	21	self	self	NOUN
eblip-25311	75	22	-	-	PUNCT
eblip-25311	75	23	service	service	NOUN
eblip-25311	75	24	”	"	PUNCT
eblip-25311	75	25	organization	organization	NOUN
eblip-25311	75	26	;	;	PUNCT
eblip-25311	75	27	patrons	patron	NOUN
eblip-25311	75	28	can	can	AUX
eblip-25311	75	29	come	come	VERB
eblip-25311	75	30	into	into	ADP
eblip-25311	75	31	the	the	DET
eblip-25311	75	32	library	library	NOUN
eblip-25311	75	33	or	or	CCONJ
eblip-25311	75	34	visit	visit	VERB
eblip-25311	75	35	the	the	DET
eblip-25311	75	36	website	website	NOUN
eblip-25311	75	37	,	,	PUNCT
eblip-25311	75	38	and	and	CCONJ
eblip-25311	75	39	in	in	ADP
eblip-25311	75	40	many	many	ADJ
eblip-25311	75	41	instances	instance	NOUN
eblip-25311	75	42	find	find	VERB
eblip-25311	75	43	what	what	PRON
eblip-25311	75	44	they	they	PRON
eblip-25311	75	45	are	be	AUX
eblip-25311	75	46	looking	look	VERB
eblip-25311	75	47	for	for	ADP
eblip-25311	75	48	without	without	ADP
eblip-25311	75	49	requesting	request	VERB
eblip-25311	75	50	assistance	assistance	NOUN
eblip-25311	75	51	from	from	ADP
eblip-25311	75	52	library	library	NOUN
eblip-25311	75	53	personnel	personnel	NOUN
eblip-25311	75	54	.	.	PUNCT
eblip-25311	76	1	even	even	ADV
eblip-25311	76	2	those	those	PRON
eblip-25311	76	3	that	that	PRON
eblip-25311	76	4	do	do	AUX
eblip-25311	76	5	not	not	PART
eblip-25311	76	6	find	find	VERB
eblip-25311	76	7	what	what	PRON
eblip-25311	76	8	they	they	PRON
eblip-25311	76	9	are	be	AUX
eblip-25311	76	10	seeking	seek	VERB
eblip-25311	76	11	still	still	ADV
eblip-25311	76	12	may	may	AUX
eblip-25311	76	13	not	not	PART
eblip-25311	76	14	approach	approach	VERB
eblip-25311	76	15	a	a	DET
eblip-25311	76	16	service	service	NOUN
eblip-25311	76	17	point	point	NOUN
eblip-25311	76	18	(	(	PUNCT
eblip-25311	76	19	in	in	ADP
eblip-25311	76	20	-	-	PUNCT
eblip-25311	76	21	house	house	NOUN
eblip-25311	76	22	or	or	CCONJ
eblip-25311	76	23	virtual	virtual	ADJ
eblip-25311	76	24	)	)	PUNCT
eblip-25311	76	25	for	for	ADP
eblip-25311	76	26	assistance	assistance	NOUN
eblip-25311	76	27	.	.	PUNCT
eblip-25311	76	28	    	    	SPACE
eblip-25311	77	1	the	the	DET
eblip-25311	77	2	literature	literature	NOUN
eblip-25311	77	3	also	also	ADV
eblip-25311	77	4	shows	show	VERB
eblip-25311	77	5	that	that	SCONJ
eblip-25311	77	6	the	the	DET
eblip-25311	77	7	use	use	NOUN
eblip-25311	77	8	of	of	ADP
eblip-25311	77	9	mystery	mystery	NOUN
eblip-25311	77	10	shoppers	shopper	NOUN
eblip-25311	77	11	is	be	AUX
eblip-25311	77	12	as	as	ADV
eblip-25311	77	13	varied	varied	ADJ
eblip-25311	77	14	as	as	ADP
eblip-25311	77	15	the	the	DET
eblip-25311	77	16	desired	desire	VERB
eblip-25311	77	17	outcomes	outcome	NOUN
eblip-25311	77	18	.	.	PUNCT
eblip-25311	78	1	for	for	ADP
eblip-25311	78	2	some	some	DET
eblip-25311	78	3	libraries	library	NOUN
eblip-25311	78	4	,	,	PUNCT
eblip-25311	78	5	when	when	SCONJ
eblip-25311	78	6	measuring	measure	VERB
eblip-25311	78	7	customer	customer	NOUN
eblip-25311	78	8	service	service	NOUN
eblip-25311	78	9	quality	quality	NOUN
eblip-25311	78	10	,	,	PUNCT
eblip-25311	78	11	the	the	DET
eblip-25311	78	12	focus	focus	NOUN
eblip-25311	78	13	could	could	AUX
eblip-25311	78	14	be	be	AUX
eblip-25311	78	15	on	on	ADP
eblip-25311	78	16	the	the	DET
eblip-25311	78	17	accuracy	accuracy	NOUN
eblip-25311	78	18	of	of	ADP
eblip-25311	78	19	answers	answer	NOUN
eblip-25311	78	20	received	receive	VERB
eblip-25311	78	21	at	at	ADP
eblip-25311	78	22	the	the	DET
eblip-25311	78	23	reference	reference	NOUN
eblip-25311	78	24	desk	desk	NOUN
eblip-25311	78	25	(	(	PUNCT
eblip-25311	78	26	e.g.	e.g.	ADV
eblip-25311	78	27	kocevar	kocevar	NOUN
eblip-25311	78	28	-	-	PUNCT
eblip-25311	78	29	weidinger	weidinger	NOUN
eblip-25311	78	30	,	,	PUNCT
eblip-25311	78	31	benjes	benjes	NOUN
eblip-25311	78	32	-	-	PUNCT
eblip-25311	78	33	small	small	PROPN
eblip-25311	78	34	&	&	CCONJ
eblip-25311	78	35	kinman	kinman	NOUN
eblip-25311	78	36	,	,	PUNCT
eblip-25311	78	37	2010	2010	NUM
eblip-25311	78	38	;	;	PUNCT
eblip-25311	78	39	tesdell	tesdell	ADJ
eblip-25311	78	40	,	,	PUNCT
eblip-25311	78	41	2000	2000	NUM
eblip-25311	78	42	)	)	PUNCT
eblip-25311	78	43	.	.	PUNCT
eblip-25311	79	1	there	there	PRON
eblip-25311	79	2	are	be	VERB
eblip-25311	79	3	studies	study	NOUN
eblip-25311	79	4	that	that	PRON
eblip-25311	79	5	use	use	VERB
eblip-25311	79	6	mystery	mystery	NOUN
eblip-25311	79	7	shopping	shopping	NOUN
eblip-25311	79	8	to	to	PART
eblip-25311	79	9	judge	judge	VERB
eblip-25311	79	10	the	the	DET
eblip-25311	79	11	accuracy	accuracy	NOUN
eblip-25311	79	12	of	of	ADP
eblip-25311	79	13	answers	answer	NOUN
eblip-25311	79	14	received	receive	VERB
eblip-25311	79	15	during	during	ADP
eblip-25311	79	16	a	a	DET
eblip-25311	79	17	reference	reference	NOUN
eblip-25311	79	18	interview	interview	NOUN
eblip-25311	79	19	as	as	ADV
eblip-25311	79	20	well	well	ADV
eblip-25311	79	21	as	as	ADP
eblip-25311	79	22	an	an	DET
eblip-25311	79	23	assessment	assessment	NOUN
eblip-25311	79	24	of	of	ADP
eblip-25311	79	25	the	the	DET
eblip-25311	79	26	appropriateness	appropriateness	NOUN
eblip-25311	79	27	and	and	CCONJ
eblip-25311	79	28	accessibility	accessibility	NOUN
eblip-25311	79	29	of	of	ADP
eblip-25311	79	30	physical	physical	ADJ
eblip-25311	79	31	space	space	NOUN
eblip-25311	79	32	and	and	CCONJ
eblip-25311	79	33	signage	signage	NOUN
eblip-25311	79	34	(	(	PUNCT
eblip-25311	79	35	tesdell	tesdell	ADJ
eblip-25311	79	36	,	,	PUNCT
eblip-25311	79	37	2000	2000	NUM
eblip-25311	79	38	)	)	PUNCT
eblip-25311	79	39	.	.	PUNCT
eblip-25311	80	1	another	another	DET
eblip-25311	80	2	use	use	NOUN
eblip-25311	80	3	of	of	ADP
eblip-25311	80	4	mystery	mystery	NOUN
eblip-25311	80	5	shopping	shopping	NOUN
eblip-25311	80	6	is	be	AUX
eblip-25311	80	7	the	the	DET
eblip-25311	80	8	assessment	assessment	NOUN
eblip-25311	80	9	and	and	CCONJ
eblip-25311	80	10	development	development	NOUN
eblip-25311	80	11	of	of	ADP
eblip-25311	80	12	customer	customer	NOUN
eblip-25311	80	13	service	service	NOUN
eblip-25311	80	14	training	training	NOUN
eblip-25311	80	15	needs	need	NOUN
eblip-25311	80	16	.	.	PUNCT
eblip-25311	81	1	the	the	DET
eblip-25311	81	2	assessment	assessment	NOUN
eblip-25311	81	3	for	for	ADP
eblip-25311	81	4	training	training	NOUN
eblip-25311	81	5	needs	need	NOUN
eblip-25311	81	6	is	be	AUX
eblip-25311	81	7	not	not	PART
eblip-25311	81	8	only	only	ADV
eblip-25311	81	9	confined	confine	VERB
eblip-25311	81	10	to	to	ADP
eblip-25311	81	11	the	the	DET
eblip-25311	81	12	front	front	ADJ
eblip-25311	81	13	-	-	PUNCT
eblip-25311	81	14	line	line	NOUN
eblip-25311	81	15	public	public	ADJ
eblip-25311	81	16	services	service	NOUN
eblip-25311	81	17	staff	staff	NOUN
eblip-25311	81	18	—	—	PUNCT
eblip-25311	81	19	reference	reference	NOUN
eblip-25311	81	20	and	and	CCONJ
eblip-25311	81	21	access	access	NOUN
eblip-25311	81	22	services	service	NOUN
eblip-25311	81	23	/	/	SYM
eblip-25311	81	24	circulation	circulation	NOUN
eblip-25311	81	25	department	department	NOUN
eblip-25311	81	26	staffs	staff	NOUN
eblip-25311	81	27	—	—	PUNCT
eblip-25311	81	28	but	but	CCONJ
eblip-25311	81	29	also	also	ADV
eblip-25311	81	30	internal	internal	ADJ
eblip-25311	81	31	departments	department	NOUN
eblip-25311	81	32	as	as	ADV
eblip-25311	81	33	well	well	ADV
eblip-25311	81	34	,	,	PUNCT
eblip-25311	81	35	such	such	ADJ
eblip-25311	81	36	as	as	ADP
eblip-25311	81	37	the	the	DET
eblip-25311	81	38	human	human	ADJ
eblip-25311	81	39	resources	resource	NOUN
eblip-25311	81	40	department	department	NOUN
eblip-25311	81	41	.	.	PUNCT
eblip-25311	82	1	in	in	ADP
eblip-25311	82	2	one	one	NUM
eblip-25311	82	3	library	library	NOUN
eblip-25311	82	4	,	,	PUNCT
eblip-25311	82	5	they	they	PRON
eblip-25311	82	6	worked	work	VERB
eblip-25311	82	7	with	with	ADP
eblip-25311	82	8	the	the	DET
eblip-25311	82	9	state	state	NOUN
eblip-25311	82	10	’s	’s	PART
eblip-25311	82	11	small	small	ADJ
eblip-25311	82	12	business	business	NOUN
eblip-25311	82	13	development	development	NOUN
eblip-25311	82	14	center	center	NOUN
eblip-25311	82	15	to	to	PART
eblip-25311	82	16	tailor	tailor	VERB
eblip-25311	82	17	the	the	DET
eblip-25311	82	18	mystery	mystery	NOUN
eblip-25311	82	19	shopping	shopping	NOUN
eblip-25311	82	20	process	process	NOUN
eblip-25311	82	21	for	for	ADP
eblip-25311	82	22	the	the	DET
eblip-25311	82	23	needs	need	NOUN
eblip-25311	82	24	of	of	ADP
eblip-25311	82	25	their	their	PRON
eblip-25311	82	26	library	library	NOUN
eblip-25311	82	27	.	.	PUNCT
eblip-25311	83	1	various	various	ADJ
eblip-25311	83	2	service	service	NOUN
eblip-25311	83	3	points	point	NOUN
eblip-25311	83	4	were	be	AUX
eblip-25311	83	5	“	"	PUNCT
eblip-25311	83	6	shopped	shop	VERB
eblip-25311	83	7	”	"	PUNCT
eblip-25311	83	8	and	and	CCONJ
eblip-25311	83	9	they	they	PRON
eblip-25311	83	10	made	make	VERB
eblip-25311	83	11	sure	sure	ADJ
eblip-25311	83	12	to	to	PART
eblip-25311	83	13	include	include	VERB
eblip-25311	83	14	a	a	DET
eblip-25311	83	15	variety	variety	NOUN
eblip-25311	83	16	of	of	ADP
eblip-25311	83	17	customers	customer	NOUN
eblip-25311	83	18	so	so	SCONJ
eblip-25311	83	19	that	that	SCONJ
eblip-25311	83	20	they	they	PRON
eblip-25311	83	21	could	could	AUX
eblip-25311	83	22	get	get	VERB
eblip-25311	83	23	a	a	DET
eblip-25311	83	24	better	well	ADJ
eblip-25311	83	25	idea	idea	NOUN
eblip-25311	83	26	of	of	ADP
eblip-25311	83	27	the	the	DET
eblip-25311	83	28	needs	need	NOUN
eblip-25311	83	29	of	of	ADP
eblip-25311	83	30	diverse	diverse	ADJ
eblip-25311	83	31	populations	population	NOUN
eblip-25311	83	32	such	such	ADJ
eblip-25311	83	33	as	as	ADP
eblip-25311	83	34	patrons	patron	NOUN
eblip-25311	83	35	whose	whose	DET
eblip-25311	83	36	first	first	ADJ
eblip-25311	83	37	language	language	NOUN
eblip-25311	83	38	was	be	AUX
eblip-25311	83	39	not	not	PART
eblip-25311	83	40	english	english	ADJ
eblip-25311	83	41	,	,	PUNCT
eblip-25311	83	42	parents	parent	NOUN
eblip-25311	83	43	with	with	ADP
eblip-25311	83	44	children	child	NOUN
eblip-25311	83	45	,	,	PUNCT
eblip-25311	83	46	etc	etc	X
eblip-25311	83	47	.	.	X
eblip-25311	84	1	their	their	PRON
eblip-25311	84	2	shoppers	shopper	NOUN
eblip-25311	84	3	used	use	VERB
eblip-25311	84	4	repeat	repeat	NOUN
eblip-25311	84	5	visits	visit	NOUN
eblip-25311	84	6	(	(	PUNCT
eblip-25311	84	7	5	5	NUM
eblip-25311	84	8	times	time	NOUN
eblip-25311	84	9	)	)	PUNCT
eblip-25311	84	10	in	in	ADP
eblip-25311	84	11	order	order	NOUN
eblip-25311	84	12	to	to	PART
eblip-25311	84	13	relieve	relieve	VERB
eblip-25311	84	14	employee	employee	NOUN
eblip-25311	84	15	concerns	concern	NOUN
eblip-25311	84	16	about	about	ADP
eblip-25311	84	17	the	the	DET
eblip-25311	84	18	impact	impact	NOUN
eblip-25311	84	19	of	of	ADP
eblip-25311	84	20	workload	workload	NOUN
eblip-25311	84	21	variability	variability	NOUN
eblip-25311	84	22	on	on	ADP
eblip-25311	84	23	the	the	DET
eblip-25311	84	24	customer	customer	NOUN
eblip-25311	84	25	service	service	NOUN
eblip-25311	84	26	encounter	encounter	NOUN
eblip-25311	84	27	and	and	CCONJ
eblip-25311	84	28	consistency	consistency	NOUN
eblip-25311	84	29	of	of	ADP
eblip-25311	84	30	responses	response	NOUN
eblip-25311	84	31	(	(	PUNCT
eblip-25311	84	32	backs	back	NOUN
eblip-25311	84	33	&	&	CCONJ
eblip-25311	84	34	kinder	kind	ADJ
eblip-25311	84	35	,	,	PUNCT
eblip-25311	84	36	2007	2007	NUM
eblip-25311	84	37	)	)	PUNCT
eblip-25311	84	38	.	.	PUNCT
eblip-25311	85	1	at	at	ADP
eblip-25311	85	2	florida	florida	PROPN
eblip-25311	85	3	international	international	PROPN
eblip-25311	85	4	university	university	PROPN
eblip-25311	85	5	,	,	PUNCT
eblip-25311	85	6	mystery	mystery	NOUN
eblip-25311	85	7	shopping	shopping	NOUN
eblip-25311	85	8	was	be	AUX
eblip-25311	85	9	used	use	VERB
eblip-25311	85	10	on	on	ADP
eblip-25311	85	11	student	student	NOUN
eblip-25311	85	12	employees	employee	NOUN
eblip-25311	85	13	initially	initially	ADV
eblip-25311	85	14	as	as	ADP
eblip-25311	85	15	a	a	DET
eblip-25311	85	16	way	way	NOUN
eblip-25311	85	17	to	to	PART
eblip-25311	85	18	assess	assess	VERB
eblip-25311	85	19	how	how	SCONJ
eblip-25311	85	20	the	the	DET
eblip-25311	85	21	service	service	NOUN
eblip-25311	85	22	being	be	AUX
eblip-25311	85	23	provided	provide	VERB
eblip-25311	85	24	“	"	PUNCT
eblip-25311	85	25	felt	feel	VERB
eblip-25311	85	26	”	"	PUNCT
eblip-25311	85	27	to	to	ADP
eblip-25311	85	28	the	the	DET
eblip-25311	85	29	patrons	patron	NOUN
eblip-25311	85	30	,	,	PUNCT
eblip-25311	85	31	to	to	PART
eblip-25311	85	32	determine	determine	VERB
eblip-25311	85	33	if	if	SCONJ
eblip-25311	85	34	additional	additional	ADJ
eblip-25311	85	35	training	training	NOUN
eblip-25311	85	36	would	would	AUX
eblip-25311	85	37	be	be	AUX
eblip-25311	85	38	needed	need	VERB
eblip-25311	85	39	and	and	CCONJ
eblip-25311	85	40	to	to	PART
eblip-25311	85	41	determine	determine	VERB
eblip-25311	85	42	which	which	DET
eblip-25311	85	43	areas	area	NOUN
eblip-25311	85	44	needed	need	VERB
eblip-25311	85	45	improvement	improvement	NOUN
eblip-25311	85	46	,	,	PUNCT
eblip-25311	85	47	based	base	VERB
eblip-25311	85	48	on	on	ADP
eblip-25311	85	49	patron	patron	ADJ
eblip-25311	85	50	feedback	feedback	NOUN
eblip-25311	85	51	.	.	PUNCT
eblip-25311	86	1	additional	additional	ADJ
eblip-25311	86	2	shopping	shopping	NOUN
eblip-25311	86	3	trials	trial	NOUN
eblip-25311	86	4	were	be	AUX
eblip-25311	86	5	used	use	VERB
eblip-25311	86	6	after	after	SCONJ
eblip-25311	86	7	an	an	DET
eblip-25311	86	8	organizational	organizational	ADJ
eblip-25311	86	9	change	change	NOUN
eblip-25311	86	10	resulted	result	VERB
eblip-25311	86	11	in	in	ADP
eblip-25311	86	12	combined	combine	VERB
eblip-25311	86	13	service	service	NOUN
eblip-25311	86	14	points	point	NOUN
eblip-25311	86	15	.	.	PUNCT
eblip-25311	87	1	the	the	DET
eblip-25311	87	2	later	later	ADJ
eblip-25311	87	3	mystery	mystery	NOUN
eblip-25311	87	4	shopping	shopping	NOUN
eblip-25311	87	5	assessments	assessment	NOUN
eblip-25311	87	6	focused	focus	VERB
eblip-25311	87	7	not	not	PART
eblip-25311	87	8	only	only	ADV
eblip-25311	87	9	on	on	ADP
eblip-25311	87	10	accuracy	accuracy	NOUN
eblip-25311	87	11	of	of	ADP
eblip-25311	87	12	the	the	DET
eblip-25311	87	13	responses	response	NOUN
eblip-25311	87	14	but	but	CCONJ
eblip-25311	87	15	also	also	ADV
eblip-25311	87	16	on	on	ADP
eblip-25311	87	17	service	service	NOUN
eblip-25311	87	18	provider	provider	NOUN
eblip-25311	87	19	behaviour	behaviour	NOUN
eblip-25311	87	20	.	.	PUNCT
eblip-25311	88	1	(	(	PUNCT
eblip-25311	88	2	hammill	hammill	PROPN
eblip-25311	88	3	&	&	CCONJ
eblip-25311	88	4	fojo	fojo	PROPN
eblip-25311	88	5	,	,	PUNCT
eblip-25311	88	6	2013	2013	NUM
eblip-25311	88	7	)	)	PUNCT
eblip-25311	88	8	  	  	SPACE
eblip-25311	88	9	support	support	NOUN
eblip-25311	88	10	and	and	CCONJ
eblip-25311	88	11	agreement	agreement	NOUN
eblip-25311	88	12	by	by	ADP
eblip-25311	88	13	stakeholders	stakeholder	NOUN
eblip-25311	88	14	is	be	AUX
eblip-25311	88	15	always	always	ADV
eblip-25311	88	16	crucial	crucial	ADJ
eblip-25311	88	17	in	in	ADP
eblip-25311	88	18	implementing	implement	VERB
eblip-25311	88	19	a	a	DET
eblip-25311	88	20	mystery	mystery	NOUN
eblip-25311	88	21	shopper	shopper	NOUN
eblip-25311	88	22	initiative	initiative	NOUN
eblip-25311	88	23	in	in	ADP
eblip-25311	88	24	a	a	DET
eblip-25311	88	25	library	library	NOUN
eblip-25311	88	26	.	.	PUNCT
eblip-25311	89	1	for	for	ADP
eblip-25311	89	2	public	public	ADJ
eblip-25311	89	3	libraries	library	NOUN
eblip-25311	89	4	,	,	PUNCT
eblip-25311	89	5	authorization	authorization	NOUN
eblip-25311	89	6	by	by	ADP
eblip-25311	89	7	the	the	DET
eblip-25311	89	8	library	library	PROPN
eblip-25311	89	9	board	board	PROPN
eblip-25311	89	10	or	or	CCONJ
eblip-25311	89	11	employee	employee	NOUN
eblip-25311	89	12	union	union	NOUN
eblip-25311	89	13	may	may	AUX
eblip-25311	89	14	be	be	AUX
eblip-25311	89	15	required	require	VERB
eblip-25311	89	16	prior	prior	ADV
eblip-25311	89	17	to	to	ADP
eblip-25311	89	18	implementing	implement	VERB
eblip-25311	89	19	such	such	DET
eblip-25311	89	20	a	a	DET
eblip-25311	89	21	program	program	NOUN
eblip-25311	89	22	.	.	PUNCT
eblip-25311	90	1	for	for	ADP
eblip-25311	90	2	academic	academic	ADJ
eblip-25311	90	3	libraries	library	NOUN
eblip-25311	90	4	,	,	PUNCT
eblip-25311	90	5	the	the	DET
eblip-25311	90	6	permission	permission	NOUN
eblip-25311	90	7	of	of	ADP
eblip-25311	90	8	the	the	DET
eblip-25311	90	9	university	university	NOUN
eblip-25311	90	10	’s	’s	PART
eblip-25311	90	11	institutional	institutional	PROPN
eblip-25311	90	12	review	review	PROPN
eblip-25311	90	13	board	board	NOUN
eblip-25311	90	14	(	(	PUNCT
eblip-25311	90	15	irb	irb	PROPN
eblip-25311	90	16	)	)	PUNCT
eblip-25311	90	17	will	will	AUX
eblip-25311	90	18	probably	probably	ADV
eblip-25311	90	19	be	be	AUX
eblip-25311	90	20	required	require	VERB
eblip-25311	90	21	(	(	PUNCT
eblip-25311	90	22	benjes	benjes	X
eblip-25311	90	23	-	-	PUNCT
eblip-25311	90	24	small	small	PROPN
eblip-25311	90	25	&	&	CCONJ
eblip-25311	90	26	kocevar	kocevar	PROPN
eblip-25311	90	27	-	-	PUNCT
eblip-25311	90	28	weidinger	weidinger	NOUN
eblip-25311	90	29	,	,	PUNCT
eblip-25311	90	30	2011	2011	NUM
eblip-25311	90	31	)	)	PUNCT
eblip-25311	90	32	.	.	PUNCT
eblip-25311	91	1	benjes	benje	NOUN
eblip-25311	91	2	-	-	PUNCT
eblip-25311	91	3	small	small	ADJ
eblip-25311	91	4	and	and	CCONJ
eblip-25311	91	5	kocevar	kocevar	NOUN
eblip-25311	91	6	-	-	PUNCT
eblip-25311	91	7	weidinger	weidinger	NOUN
eblip-25311	91	8	also	also	ADV
eblip-25311	91	9	discuss	discuss	VERB
eblip-25311	91	10	the	the	DET
eblip-25311	91	11	importance	importance	NOUN
eblip-25311	91	12	of	of	ADP
eblip-25311	91	13	using	use	VERB
eblip-25311	91	14	written	write	VERB
eblip-25311	91	15	guidelines	guideline	NOUN
eblip-25311	91	16	of	of	ADP
eblip-25311	91	17	appropriate	appropriate	ADJ
eblip-25311	91	18	behaviour	behaviour	NOUN
eblip-25311	91	19	to	to	PART
eblip-25311	91	20	which	which	PRON
eblip-25311	91	21	all	all	DET
eblip-25311	91	22	staff	staff	NOUN
eblip-25311	91	23	are	be	AUX
eblip-25311	91	24	exposed	expose	VERB
eblip-25311	91	25	as	as	ADP
eblip-25311	91	26	a	a	DET
eblip-25311	91	27	way	way	NOUN
eblip-25311	91	28	to	to	PART
eblip-25311	91	29	measure	measure	VERB
eblip-25311	91	30	whether	whether	SCONJ
eblip-25311	91	31	or	or	CCONJ
eblip-25311	91	32	not	not	PART
eblip-25311	91	33	customer	customer	NOUN
eblip-25311	91	34	services	service	NOUN
eblip-25311	91	35	standards	standard	NOUN
eblip-25311	91	36	are	be	AUX
eblip-25311	91	37	being	be	AUX
eblip-25311	91	38	met	meet	VERB
eblip-25311	91	39	.	.	PUNCT
eblip-25311	92	1	both	both	DET
eblip-25311	92	2	authors	author	NOUN
eblip-25311	92	3	used	use	VERB
eblip-25311	92	4	students	student	NOUN
eblip-25311	92	5	as	as	ADP
eblip-25311	92	6	mystery	mystery	NOUN
eblip-25311	92	7	shoppers	shopper	NOUN
eblip-25311	92	8	.	.	PUNCT
eblip-25311	93	1	at	at	ADP
eblip-25311	93	2	longwood	longwood	PROPN
eblip-25311	93	3	university	university	PROPN
eblip-25311	93	4	,	,	PUNCT
eblip-25311	93	5	the	the	DET
eblip-25311	93	6	results	result	NOUN
eblip-25311	93	7	of	of	ADP
eblip-25311	93	8	the	the	DET
eblip-25311	93	9	survey	survey	NOUN
eblip-25311	93	10	were	be	AUX
eblip-25311	93	11	used	use	VERB
eblip-25311	93	12	as	as	ADP
eblip-25311	93	13	a	a	DET
eblip-25311	93	14	part	part	NOUN
eblip-25311	93	15	of	of	ADP
eblip-25311	93	16	the	the	DET
eblip-25311	93	17	employees	employee	NOUN
eblip-25311	93	18	’	’	PART
eblip-25311	93	19	performance	performance	NOUN
eblip-25311	93	20	review	review	NOUN
eblip-25311	93	21	,	,	PUNCT
eblip-25311	93	22	which	which	PRON
eblip-25311	93	23	resulted	result	VERB
eblip-25311	93	24	in	in	ADP
eblip-25311	93	25	revised	revise	VERB
eblip-25311	93	26	job	job	NOUN
eblip-25311	93	27	descriptions	description	NOUN
eblip-25311	93	28	and	and	CCONJ
eblip-25311	93	29	using	use	VERB
eblip-25311	93	30	the	the	DET
eblip-25311	93	31	mystery	mystery	NOUN
eblip-25311	93	32	shopper	shopper	NOUN
eblip-25311	93	33	assessment	assessment	NOUN
eblip-25311	93	34	to	to	PART
eblip-25311	93	35	measure	measure	VERB
eblip-25311	93	36	progress	progress	NOUN
eblip-25311	93	37	(	(	PUNCT
eblip-25311	93	38	benjes	benjes	NOUN
eblip-25311	93	39	-	-	PUNCT
eblip-25311	93	40	small	small	PROPN
eblip-25311	93	41	&	&	CCONJ
eblip-25311	93	42	kocevar	kocevar	PROPN
eblip-25311	93	43	-	-	PUNCT
eblip-25311	93	44	weidinger	weidinger	NOUN
eblip-25311	93	45	,	,	PUNCT
eblip-25311	93	46	2011	2011	NUM
eblip-25311	93	47	)	)	PUNCT
eblip-25311	93	48	.	.	PUNCT
eblip-25311	93	49	  	  	SPACE
eblip-25311	94	1	in	in	ADP
eblip-25311	94	2	some	some	DET
eblip-25311	94	3	instances	instance	NOUN
eblip-25311	94	4	,	,	PUNCT
eblip-25311	94	5	the	the	DET
eblip-25311	94	6	results	result	NOUN
eblip-25311	94	7	of	of	ADP
eblip-25311	94	8	mystery	mystery	NOUN
eblip-25311	94	9	shopper	shopper	NOUN
eblip-25311	94	10	evaluations	evaluation	NOUN
eblip-25311	94	11	have	have	AUX
eblip-25311	94	12	been	be	AUX
eblip-25311	94	13	received	receive	VERB
eblip-25311	94	14	as	as	ADP
eblip-25311	94	15	unwelcome	unwelcome	ADJ
eblip-25311	94	16	surprises	surprise	NOUN
eblip-25311	94	17	to	to	ADP
eblip-25311	94	18	the	the	DET
eblip-25311	94	19	library	library	NOUN
eblip-25311	94	20	staff	staff	NOUN
eblip-25311	94	21	.	.	PUNCT
eblip-25311	95	1	there	there	PRON
eblip-25311	95	2	are	be	VERB
eblip-25311	95	3	also	also	ADV
eblip-25311	95	4	instances	instance	NOUN
eblip-25311	95	5	in	in	ADP
eblip-25311	95	6	which	which	PRON
eblip-25311	95	7	library	library	ADJ
eblip-25311	95	8	staff	staff	NOUN
eblip-25311	95	9	resist	resist	VERB
eblip-25311	95	10	efforts	effort	NOUN
eblip-25311	95	11	to	to	PART
eblip-25311	95	12	measure	measure	VERB
eblip-25311	95	13	quality	quality	NOUN
eblip-25311	95	14	library	library	NOUN
eblip-25311	95	15	customer	customer	NOUN
eblip-25311	95	16	service	service	NOUN
eblip-25311	95	17	output	output	NOUN
eblip-25311	95	18	in	in	ADP
eblip-25311	95	19	the	the	DET
eblip-25311	95	20	same	same	ADJ
eblip-25311	95	21	way	way	NOUN
eblip-25311	95	22	as	as	SCONJ
eblip-25311	95	23	customer	customer	NOUN
eblip-25311	95	24	service	service	NOUN
eblip-25311	95	25	is	be	AUX
eblip-25311	95	26	measured	measure	VERB
eblip-25311	95	27	in	in	ADP
eblip-25311	95	28	a	a	DET
eblip-25311	95	29	retail	retail	ADJ
eblip-25311	95	30	operation	operation	NOUN
eblip-25311	95	31	(	(	PUNCT
eblip-25311	95	32	e.g.	e.g.	ADV
eblip-25311	95	33	deane	deane	PROPN
eblip-25311	95	34	,	,	PUNCT
eblip-25311	95	35	2003	2003	NUM
eblip-25311	95	36	;	;	PUNCT
eblip-25311	95	37	gavillet	gavillet	NOUN
eblip-25311	95	38	,	,	PUNCT
eblip-25311	95	39	2011	2011	NUM
eblip-25311	95	40	;	;	PUNCT
eblip-25311	95	41	hernon	hernon	PROPN
eblip-25311	95	42	,	,	PUNCT
eblip-25311	95	43	nitecki	nitecki	PROPN
eblip-25311	95	44	&	&	CCONJ
eblip-25311	95	45	altman	altman	PROPN
eblip-25311	95	46	,	,	PUNCT
eblip-25311	95	47	1999	1999	NUM
eblip-25311	95	48	)	)	PUNCT
eblip-25311	95	49	.	.	PUNCT
eblip-25311	96	1	most	most	ADJ
eblip-25311	96	2	of	of	ADP
eblip-25311	96	3	the	the	DET
eblip-25311	96	4	literature	literature	NOUN
eblip-25311	96	5	shows	show	VERB
eblip-25311	96	6	that	that	SCONJ
eblip-25311	96	7	mystery	mystery	NOUN
eblip-25311	96	8	shopping	shopping	NOUN
eblip-25311	96	9	efforts	effort	NOUN
eblip-25311	96	10	have	have	AUX
eblip-25311	96	11	been	be	AUX
eblip-25311	96	12	focused	focus	VERB
eblip-25311	96	13	only	only	ADV
eblip-25311	96	14	on	on	ADP
eblip-25311	96	15	the	the	DET
eblip-25311	96	16	delivery	delivery	NOUN
eblip-25311	96	17	of	of	ADP
eblip-25311	96	18	customer	customer	NOUN
eblip-25311	96	19	service	service	NOUN
eblip-25311	96	20	to	to	ADP
eblip-25311	96	21	external	external	ADJ
eblip-25311	96	22	users	user	NOUN
eblip-25311	96	23	and	and	CCONJ
eblip-25311	96	24	not	not	PART
eblip-25311	96	25	internal	internal	ADJ
eblip-25311	96	26	customer	customer	NOUN
eblip-25311	96	27	service	service	NOUN
eblip-25311	96	28	providers	provider	NOUN
eblip-25311	96	29	,	,	PUNCT
eblip-25311	96	30	such	such	ADJ
eblip-25311	96	31	as	as	ADP
eblip-25311	96	32	cataloguing	cataloguing	NOUN
eblip-25311	96	33	,	,	PUNCT
eblip-25311	96	34	acquisitions	acquisition	NOUN
eblip-25311	96	35	,	,	PUNCT
eblip-25311	96	36	or	or	CCONJ
eblip-25311	96	37	administration	administration	NOUN
eblip-25311	96	38	.	.	PUNCT
eblip-25311	96	39	  	  	SPACE
eblip-25311	97	1	the	the	DET
eblip-25311	97	2	majority	majority	NOUN
eblip-25311	97	3	of	of	ADP
eblip-25311	97	4	efforts	effort	NOUN
eblip-25311	97	5	to	to	PART
eblip-25311	97	6	use	use	VERB
eblip-25311	97	7	mystery	mystery	NOUN
eblip-25311	97	8	shopping	shopping	NOUN
eblip-25311	97	9	in	in	ADP
eblip-25311	97	10	libraries	library	NOUN
eblip-25311	97	11	occur	occur	VERB
eblip-25311	97	12	in	in	ADP
eblip-25311	97	13	the	the	DET
eblip-25311	97	14	public	public	ADJ
eblip-25311	97	15	library	library	NOUN
eblip-25311	97	16	sector	sector	NOUN
eblip-25311	97	17	.	.	PUNCT
eblip-25311	98	1	depending	depend	VERB
eblip-25311	98	2	on	on	ADP
eblip-25311	98	3	the	the	DET
eblip-25311	98	4	environment	environment	NOUN
eblip-25311	98	5	(	(	PUNCT
eblip-25311	98	6	unionized	unionized	ADJ
eblip-25311	98	7	or	or	CCONJ
eblip-25311	98	8	civil	civil	ADJ
eblip-25311	98	9	service	service	NOUN
eblip-25311	98	10	)	)	PUNCT
eblip-25311	98	11	,	,	PUNCT
eblip-25311	98	12	there	there	PRON
eblip-25311	98	13	may	may	AUX
eblip-25311	98	14	be	be	AUX
eblip-25311	98	15	barriers	barrier	NOUN
eblip-25311	98	16	to	to	ADP
eblip-25311	98	17	using	use	VERB
eblip-25311	98	18	mystery	mystery	NOUN
eblip-25311	98	19	shopping	shopping	NOUN
eblip-25311	98	20	as	as	ADP
eblip-25311	98	21	a	a	DET
eblip-25311	98	22	measurement	measurement	NOUN
eblip-25311	98	23	of	of	ADP
eblip-25311	98	24	job	job	NOUN
eblip-25311	98	25	performance	performance	NOUN
eblip-25311	98	26	or	or	CCONJ
eblip-25311	98	27	as	as	ADP
eblip-25311	98	28	an	an	DET
eblip-25311	98	29	assessment	assessment	NOUN
eblip-25311	98	30	of	of	ADP
eblip-25311	98	31	promotional	promotional	ADJ
eblip-25311	98	32	potential	potential	NOUN
eblip-25311	98	33	.	.	PUNCT
eblip-25311	99	1	academic	academic	ADJ
eblip-25311	99	2	libraries	library	NOUN
eblip-25311	99	3	and	and	CCONJ
eblip-25311	99	4	public	public	ADJ
eblip-25311	99	5	libraries	library	NOUN
eblip-25311	99	6	do	do	AUX
eblip-25311	99	7	have	have	VERB
eblip-25311	99	8	many	many	ADJ
eblip-25311	99	9	commonalities	commonality	NOUN
eblip-25311	99	10	,	,	PUNCT
eblip-25311	99	11	but	but	CCONJ
eblip-25311	99	12	also	also	ADV
eblip-25311	99	13	have	have	VERB
eblip-25311	99	14	differences	difference	NOUN
eblip-25311	99	15	in	in	ADP
eblip-25311	99	16	their	their	PRON
eblip-25311	99	17	missions	mission	NOUN
eblip-25311	99	18	as	as	ADV
eblip-25311	99	19	well	well	ADV
eblip-25311	99	20	as	as	ADP
eblip-25311	99	21	a	a	DET
eblip-25311	99	22	different	different	ADJ
eblip-25311	99	23	patron	patron	NOUN
eblip-25311	99	24	base	base	NOUN
eblip-25311	99	25	.	.	PUNCT
eblip-25311	100	1	one	one	NUM
eblip-25311	100	2	of	of	ADP
eblip-25311	100	3	the	the	DET
eblip-25311	100	4	commonalities	commonality	NOUN
eblip-25311	100	5	of	of	ADP
eblip-25311	100	6	both	both	CCONJ
eblip-25311	100	7	academic	academic	ADJ
eblip-25311	100	8	and	and	CCONJ
eblip-25311	100	9	public	public	ADJ
eblip-25311	100	10	libraries	library	NOUN
eblip-25311	100	11	is	be	AUX
eblip-25311	100	12	that	that	SCONJ
eblip-25311	100	13	,	,	PUNCT
eblip-25311	100	14	unlike	unlike	ADP
eblip-25311	100	15	retail	retail	ADJ
eblip-25311	100	16	establishments	establishment	NOUN
eblip-25311	100	17	,	,	PUNCT
eblip-25311	100	18	libraries	library	NOUN
eblip-25311	100	19	do	do	AUX
eblip-25311	100	20	not	not	PART
eblip-25311	100	21	have	have	VERB
eblip-25311	100	22	a	a	DET
eblip-25311	100	23	vested	vested	ADJ
eblip-25311	100	24	interest	interest	NOUN
eblip-25311	100	25	in	in	ADP
eblip-25311	100	26	trying	try	VERB
eblip-25311	100	27	to	to	PART
eblip-25311	100	28	get	get	VERB
eblip-25311	100	29	a	a	DET
eblip-25311	100	30	patron	patron	NOUN
eblip-25311	100	31	to	to	PART
eblip-25311	100	32	“	"	PUNCT
eblip-25311	100	33	buy	buy	VERB
eblip-25311	100	34	”	"	PUNCT
eblip-25311	100	35	additional	additional	ADJ
eblip-25311	100	36	products	product	NOUN
eblip-25311	100	37	and	and	CCONJ
eblip-25311	100	38	services	service	NOUN
eblip-25311	100	39	;	;	PUNCT
eblip-25311	100	40	however	however	ADV
eblip-25311	100	41	,	,	PUNCT
eblip-25311	100	42	library	library	ADJ
eblip-25311	100	43	employees	employee	NOUN
eblip-25311	100	44	should	should	AUX
eblip-25311	100	45	have	have	VERB
eblip-25311	100	46	a	a	DET
eblip-25311	100	47	vested	vested	ADJ
eblip-25311	100	48	interest	interest	NOUN
eblip-25311	100	49	in	in	ADP
eblip-25311	100	50	ensuring	ensure	VERB
eblip-25311	100	51	that	that	SCONJ
eblip-25311	100	52	the	the	DET
eblip-25311	100	53	patron	patron	NOUN
eblip-25311	100	54	is	be	AUX
eblip-25311	100	55	aware	aware	ADJ
eblip-25311	100	56	of	of	ADP
eblip-25311	100	57	the	the	DET
eblip-25311	100	58	products	product	NOUN
eblip-25311	100	59	and	and	CCONJ
eblip-25311	100	60	services	service	NOUN
eblip-25311	100	61	that	that	PRON
eblip-25311	100	62	could	could	AUX
eblip-25311	100	63	be	be	AUX
eblip-25311	100	64	of	of	ADP
eblip-25311	100	65	assistance	assistance	NOUN
eblip-25311	100	66	,	,	PUNCT
eblip-25311	100	67	either	either	CCONJ
eblip-25311	100	68	at	at	ADP
eblip-25311	100	69	the	the	DET
eblip-25311	100	70	time	time	NOUN
eblip-25311	100	71	of	of	ADP
eblip-25311	100	72	the	the	DET
eblip-25311	100	73	visit	visit	NOUN
eblip-25311	100	74	,	,	PUNCT
eblip-25311	100	75	or	or	CCONJ
eblip-25311	100	76	during	during	ADP
eblip-25311	100	77	a	a	DET
eblip-25311	100	78	future	future	ADJ
eblip-25311	100	79	one	one	NUM
eblip-25311	100	80	.	.	PUNCT
eblip-25311	101	1	both	both	CCONJ
eblip-25311	101	2	academic	academic	ADJ
eblip-25311	101	3	and	and	CCONJ
eblip-25311	101	4	public	public	ADJ
eblip-25311	101	5	libraries	library	NOUN
eblip-25311	101	6	should	should	AUX
eblip-25311	101	7	seek	seek	VERB
eblip-25311	101	8	to	to	PART
eblip-25311	101	9	create	create	VERB
eblip-25311	101	10	an	an	DET
eblip-25311	101	11	environment	environment	NOUN
eblip-25311	101	12	where	where	SCONJ
eblip-25311	101	13	customers	customer	NOUN
eblip-25311	101	14	(	(	PUNCT
eblip-25311	101	15	or	or	CCONJ
eblip-25311	101	16	patrons	patron	NOUN
eblip-25311	101	17	)	)	PUNCT
eblip-25311	101	18	are	be	AUX
eblip-25311	101	19	comfortable	comfortable	ADJ
eblip-25311	101	20	seeking	seek	VERB
eblip-25311	101	21	assistance	assistance	NOUN
eblip-25311	101	22	within	within	ADP
eblip-25311	101	23	any	any	DET
eblip-25311	101	24	service	service	NOUN
eblip-25311	101	25	point	point	NOUN
eblip-25311	101	26	.	.	PUNCT
eblip-25311	102	1	the	the	DET
eblip-25311	102	2	association	association	NOUN
eblip-25311	102	3	of	of	ADP
eblip-25311	102	4	college	college	PROPN
eblip-25311	102	5	and	and	CCONJ
eblip-25311	102	6	research	research	NOUN
eblip-25311	102	7	libraries	library	NOUN
eblip-25311	102	8	(	(	PUNCT
eblip-25311	102	9	acrl	acrl	NOUN
eblip-25311	102	10	)	)	PUNCT
eblip-25311	102	11	2012	2012	NUM
eblip-25311	102	12	“	"	PUNCT
eblip-25311	102	13	top	top	ADJ
eblip-25311	102	14	ten	ten	NUM
eblip-25311	102	15	trends	trend	NOUN
eblip-25311	102	16	for	for	ADP
eblip-25311	102	17	academic	academic	ADJ
eblip-25311	102	18	libraries	library	NOUN
eblip-25311	102	19	”	"	PUNCT
eblip-25311	102	20	included	include	VERB
eblip-25311	102	21	“	"	PUNCT
eblip-25311	102	22	staffing	staffing	NOUN
eblip-25311	102	23	”	"	PUNCT
eblip-25311	102	24	and	and	CCONJ
eblip-25311	102	25	“	"	PUNCT
eblip-25311	102	26	user	user	NOUN
eblip-25311	102	27	behaviors	behavior	NOUN
eblip-25311	102	28	and	and	CCONJ
eblip-25311	102	29	expectations	expectation	NOUN
eblip-25311	102	30	”	"	PUNCT
eblip-25311	102	31	as	as	ADP
eblip-25311	102	32	important	important	ADJ
eblip-25311	102	33	issues	issue	NOUN
eblip-25311	102	34	(	(	PUNCT
eblip-25311	102	35	acrl	acrl	NOUN
eblip-25311	102	36	,	,	PUNCT
eblip-25311	102	37	2012	2012	NUM
eblip-25311	102	38	)	)	PUNCT
eblip-25311	102	39	.	.	PUNCT
eblip-25311	103	1	library	library	NOUN
eblip-25311	103	2	users	user	NOUN
eblip-25311	103	3	often	often	ADV
eblip-25311	103	4	base	base	VERB
eblip-25311	103	5	their	their	PRON
eblip-25311	103	6	expectations	expectation	NOUN
eblip-25311	103	7	of	of	ADP
eblip-25311	103	8	customer	customer	NOUN
eblip-25311	103	9	service	service	NOUN
eblip-25311	103	10	on	on	ADP
eblip-25311	103	11	that	that	PRON
eblip-25311	103	12	which	which	PRON
eblip-25311	103	13	is	be	AUX
eblip-25311	103	14	provided	provide	VERB
eblip-25311	103	15	in	in	ADP
eblip-25311	103	16	non	non	ADJ
eblip-25311	103	17	-	-	ADJ
eblip-25311	103	18	library	library	ADJ
eblip-25311	103	19	environments	environment	NOUN
eblip-25311	103	20	.	.	PUNCT
eblip-25311	104	1	as	as	SCONJ
eblip-25311	104	2	stated	state	VERB
eblip-25311	104	3	by	by	ADP
eblip-25311	104	4	connaway	connaway	PROPN
eblip-25311	104	5	,	,	PUNCT
eblip-25311	104	6	dickey	dickey	PROPN
eblip-25311	104	7	,	,	PUNCT
eblip-25311	104	8	and	and	CCONJ
eblip-25311	104	9	radford	radford	PROPN
eblip-25311	104	10	,	,	PUNCT
eblip-25311	104	11	“	"	PUNCT
eblip-25311	104	12	librarians	librarian	NOUN
eblip-25311	104	13	are	be	AUX
eblip-25311	104	14	finding	find	VERB
eblip-25311	104	15	that	that	SCONJ
eblip-25311	104	16	they	they	PRON
eblip-25311	104	17	must	must	AUX
eblip-25311	104	18	compete	compete	VERB
eblip-25311	104	19	with	with	ADP
eblip-25311	104	20	other	other	ADJ
eblip-25311	104	21	,	,	PUNCT
eblip-25311	104	22	more	more	ADV
eblip-25311	104	23	convenient	convenient	ADJ
eblip-25311	104	24	,	,	PUNCT
eblip-25311	104	25	familiar	familiar	ADJ
eblip-25311	104	26	,	,	PUNCT
eblip-25311	104	27	and	and	CCONJ
eblip-25311	104	28	easy	easy	ADJ
eblip-25311	104	29	-	-	PUNCT
eblip-25311	104	30	to	to	PART
eblip-25311	104	31	-	-	PUNCT
eblip-25311	104	32	use	use	VERB
eblip-25311	104	33	information	information	NOUN
eblip-25311	104	34	sources	source	NOUN
eblip-25311	104	35	.	.	PUNCT
eblip-25311	105	1	the	the	DET
eblip-25311	105	2	user	user	NOUN
eblip-25311	105	3	once	once	ADV
eblip-25311	105	4	built	build	VERB
eblip-25311	105	5	workflows	workflow	NOUN
eblip-25311	105	6	around	around	ADP
eblip-25311	105	7	the	the	DET
eblip-25311	105	8	library	library	NOUN
eblip-25311	105	9	systems	system	NOUN
eblip-25311	105	10	and	and	CCONJ
eblip-25311	105	11	services	service	NOUN
eblip-25311	105	12	,	,	PUNCT
eblip-25311	105	13	but	but	CCONJ
eblip-25311	105	14	now	now	ADV
eblip-25311	105	15	increasingly	increasingly	ADV
eblip-25311	105	16	the	the	DET
eblip-25311	105	17	library	library	NOUN
eblip-25311	105	18	must	must	AUX
eblip-25311	105	19	build	build	VERB
eblip-25311	105	20	its	its	PRON
eblip-25311	105	21	services	service	NOUN
eblip-25311	105	22	around	around	ADP
eblip-25311	105	23	user	user	NOUN
eblip-25311	105	24	workflows	workflow	NOUN
eblip-25311	105	25	”	"	PUNCT
eblip-25311	105	26	(	(	PUNCT
eblip-25311	105	27	connaway	connaway	NOUN
eblip-25311	105	28	et	et	PROPN
eblip-25311	105	29	al	al	PROPN
eblip-25311	105	30	.	.	PROPN
eblip-25311	105	31	,	,	PUNCT
eblip-25311	105	32	2011	2011	NUM
eblip-25311	105	33	)	)	PUNCT
eblip-25311	105	34	.	.	PUNCT
eblip-25311	106	1	failure	failure	NOUN
eblip-25311	106	2	to	to	PART
eblip-25311	106	3	assess	assess	VERB
eblip-25311	106	4	customer	customer	NOUN
eblip-25311	106	5	service	service	NOUN
eblip-25311	106	6	delivery	delivery	NOUN
eblip-25311	106	7	and	and	CCONJ
eblip-25311	106	8	the	the	DET
eblip-25311	106	9	quality	quality	NOUN
eblip-25311	106	10	of	of	ADP
eblip-25311	106	11	that	that	DET
eblip-25311	106	12	delivery	delivery	NOUN
eblip-25311	106	13	would	would	AUX
eblip-25311	106	14	mean	mean	VERB
eblip-25311	106	15	we	we	PRON
eblip-25311	106	16	are	be	AUX
eblip-25311	106	17	ignoring	ignore	VERB
eblip-25311	106	18	the	the	DET
eblip-25311	106	19	needs	need	NOUN
eblip-25311	106	20	of	of	ADP
eblip-25311	106	21	our	our	PRON
eblip-25311	106	22	users	user	NOUN
eblip-25311	106	23	.	.	PUNCT
eblip-25311	107	1	users	user	NOUN
eblip-25311	107	2	who	who	PRON
eblip-25311	107	3	feel	feel	VERB
eblip-25311	107	4	their	their	PRON
eblip-25311	107	5	needs	need	NOUN
eblip-25311	107	6	are	be	AUX
eblip-25311	107	7	being	be	AUX
eblip-25311	107	8	ignored	ignore	VERB
eblip-25311	107	9	will	will	AUX
eblip-25311	107	10	turn	turn	VERB
eblip-25311	107	11	to	to	ADP
eblip-25311	107	12	other	other	ADJ
eblip-25311	107	13	,	,	PUNCT
eblip-25311	107	14	more	more	ADV
eblip-25311	107	15	welcoming	welcoming	ADJ
eblip-25311	107	16	,	,	PUNCT
eblip-25311	107	17	resources	resource	NOUN
eblip-25311	107	18	regardless	regardless	ADV
eblip-25311	107	19	if	if	SCONJ
eblip-25311	107	20	they	they	PRON
eblip-25311	107	21	are	be	AUX
eblip-25311	107	22	the	the	DET
eblip-25311	107	23	best	good	ADJ
eblip-25311	107	24	ones	one	NOUN
eblip-25311	107	25	for	for	ADP
eblip-25311	107	26	their	their	PRON
eblip-25311	107	27	need	need	NOUN
eblip-25311	107	28	.	.	PUNCT
eblip-25311	107	29	    	    	SPACE
eblip-25311	107	30	method	method	NOUN
eblip-25311	107	31	and	and	CCONJ
eblip-25311	107	32	procedures	procedure	NOUN
eblip-25311	107	33	  	  	SPACE
eblip-25311	107	34	after	after	ADP
eblip-25311	107	35	reviewing	review	VERB
eblip-25311	107	36	the	the	DET
eblip-25311	107	37	literature	literature	NOUN
eblip-25311	107	38	,	,	PUNCT
eblip-25311	107	39	the	the	DET
eblip-25311	107	40	libraries	library	NOUN
eblip-25311	107	41	determined	determine	VERB
eblip-25311	107	42	that	that	SCONJ
eblip-25311	107	43	the	the	DET
eblip-25311	107	44	mystery	mystery	NOUN
eblip-25311	107	45	shopper	shopper	NOUN
eblip-25311	107	46	protocol	protocol	NOUN
eblip-25311	107	47	was	be	AUX
eblip-25311	107	48	the	the	DET
eblip-25311	107	49	best	good	ADJ
eblip-25311	107	50	method	method	NOUN
eblip-25311	107	51	to	to	PART
eblip-25311	107	52	assess	assess	VERB
eblip-25311	107	53	our	our	PRON
eblip-25311	107	54	service	service	NOUN
eblip-25311	107	55	interactions	interaction	NOUN
eblip-25311	107	56	and	and	CCONJ
eblip-25311	107	57	accomplish	accomplish	VERB
eblip-25311	107	58	our	our	PRON
eblip-25311	107	59	goal	goal	NOUN
eblip-25311	107	60	of	of	ADP
eblip-25311	107	61	determining	determine	VERB
eblip-25311	107	62	if	if	SCONJ
eblip-25311	107	63	our	our	PRON
eblip-25311	107	64	customer	customer	NOUN
eblip-25311	107	65	service	service	NOUN
eblip-25311	107	66	was	be	AUX
eblip-25311	107	67	indeed	indeed	ADV
eblip-25311	107	68	meeting	meet	VERB
eblip-25311	107	69	the	the	DET
eblip-25311	107	70	established	establish	VERB
eblip-25311	107	71	customer	customer	NOUN
eblip-25311	107	72	service	service	NOUN
eblip-25311	107	73	values	value	NOUN
eblip-25311	107	74	.	.	PUNCT
eblip-25311	108	1	the	the	DET
eblip-25311	108	2	study	study	NOUN
eblip-25311	108	3	completed	complete	VERB
eblip-25311	108	4	at	at	ADP
eblip-25311	108	5	radford	radford	PROPN
eblip-25311	108	6	and	and	CCONJ
eblip-25311	108	7	longwood	longwood	PROPN
eblip-25311	108	8	universities	university	NOUN
eblip-25311	108	9	in	in	ADP
eblip-25311	108	10	2010	2010	NUM
eblip-25311	108	11	was	be	AUX
eblip-25311	108	12	an	an	DET
eblip-25311	108	13	excellent	excellent	ADJ
eblip-25311	108	14	model	model	NOUN
eblip-25311	108	15	and	and	CCONJ
eblip-25311	108	16	we	we	PRON
eblip-25311	108	17	adapted	adapt	VERB
eblip-25311	108	18	their	their	PRON
eblip-25311	108	19	protocol	protocol	NOUN
eblip-25311	108	20	for	for	ADP
eblip-25311	108	21	our	our	PRON
eblip-25311	108	22	project	project	NOUN
eblip-25311	108	23	(	(	PUNCT
eblip-25311	108	24	benjes	benjes	NOUN
eblip-25311	108	25	-	-	PUNCT
eblip-25311	108	26	small	small	PROPN
eblip-25311	108	27	&	&	CCONJ
eblip-25311	108	28	kocevar	kocevar	PROPN
eblip-25311	108	29	-	-	PUNCT
eblip-25311	108	30	weidinger	weidinger	NOUN
eblip-25311	108	31	,	,	PUNCT
eblip-25311	108	32	2011	2011	NUM
eblip-25311	108	33	.	.	PUNCT
eblip-25311	109	1	we	we	PRON
eblip-25311	109	2	conducted	conduct	VERB
eblip-25311	109	3	the	the	DET
eblip-25311	109	4	first	first	ADJ
eblip-25311	109	5	mystery	mystery	NOUN
eblip-25311	109	6	shopper	shopper	NOUN
eblip-25311	109	7	assessment	assessment	NOUN
eblip-25311	109	8	in	in	ADP
eblip-25311	109	9	fall	fall	NOUN
eblip-25311	109	10	2010	2010	NUM
eblip-25311	109	11	and	and	CCONJ
eblip-25311	109	12	included	include	VERB
eblip-25311	109	13	desk	desk	NOUN
eblip-25311	109	14	and	and	CCONJ
eblip-25311	109	15	phone	phone	NOUN
eblip-25311	109	16	service	service	NOUN
eblip-25311	109	17	for	for	ADP
eblip-25311	109	18	all	all	DET
eblip-25311	109	19	service	service	NOUN
eblip-25311	109	20	points	point	NOUN
eblip-25311	109	21	—	—	PUNCT
eblip-25311	109	22	reference	reference	NOUN
eblip-25311	109	23	and	and	CCONJ
eblip-25311	109	24	checkout	checkout	NOUN
eblip-25311	109	25	in	in	ADP
eblip-25311	109	26	jackson	jackson	PROPN
eblip-25311	109	27	and	and	CCONJ
eblip-25311	109	28	the	the	DET
eblip-25311	109	29	service	service	NOUN
eblip-25311	109	30	desk	desk	NOUN
eblip-25311	109	31	in	in	ADP
eblip-25311	109	32	schiffman	schiffman	NOUN
eblip-25311	109	33	—	—	PUNCT
eblip-25311	109	34	and	and	CCONJ
eblip-25311	109	35	chat	chat	VERB
eblip-25311	109	36	service	service	NOUN
eblip-25311	109	37	for	for	ADP
eblip-25311	109	38	reference	reference	NOUN
eblip-25311	109	39	.	.	PUNCT
eblip-25311	110	1	the	the	DET
eblip-25311	110	2	research	research	NOUN
eblip-25311	110	3	team	team	NOUN
eblip-25311	110	4	included	include	VERB
eblip-25311	110	5	the	the	DET
eblip-25311	110	6	associate	associate	ADJ
eblip-25311	110	7	dean	dean	NOUN
eblip-25311	110	8	for	for	ADP
eblip-25311	110	9	public	public	ADJ
eblip-25311	110	10	services	service	NOUN
eblip-25311	110	11	,	,	PUNCT
eblip-25311	110	12	the	the	DET
eblip-25311	110	13	human	human	ADJ
eblip-25311	110	14	resources	resource	NOUN
eblip-25311	110	15	librarian	librarian	NOUN
eblip-25311	110	16	,	,	PUNCT
eblip-25311	110	17	and	and	CCONJ
eblip-25311	110	18	the	the	DET
eblip-25311	110	19	assessment	assessment	NOUN
eblip-25311	110	20	analyst	analyst	NOUN
eblip-25311	110	21	.	.	PUNCT
eblip-25311	111	1	because	because	SCONJ
eblip-25311	111	2	secret	secret	ADJ
eblip-25311	111	3	shopping	shopping	NOUN
eblip-25311	111	4	is	be	AUX
eblip-25311	111	5	a	a	DET
eblip-25311	111	6	standard	standard	NOUN
eblip-25311	111	7	in	in	ADP
eblip-25311	111	8	service	service	NOUN
eblip-25311	111	9	industries	industry	NOUN
eblip-25311	111	10	we	we	PRON
eblip-25311	111	11	collaborated	collaborate	VERB
eblip-25311	111	12	with	with	ADP
eblip-25311	111	13	uncg	uncg	PROPN
eblip-25311	111	14	’s	’s	PART
eblip-25311	111	15	hospitality	hospitality	NOUN
eblip-25311	111	16	and	and	CCONJ
eblip-25311	111	17	tourism	tourism	NOUN
eblip-25311	111	18	management	management	PROPN
eblip-25311	111	19	department	department	PROPN
eblip-25311	111	20	to	to	PART
eblip-25311	111	21	recruit	recruit	VERB
eblip-25311	111	22	students	student	NOUN
eblip-25311	111	23	as	as	ADP
eblip-25311	111	24	shoppers	shopper	NOUN
eblip-25311	111	25	.	.	PUNCT
eblip-25311	112	1	a	a	DET
eblip-25311	112	2	professor	professor	NOUN
eblip-25311	112	3	agreed	agree	VERB
eblip-25311	112	4	to	to	PART
eblip-25311	112	5	award	award	VERB
eblip-25311	112	6	extra	extra	ADJ
eblip-25311	112	7	credit	credit	NOUN
eblip-25311	112	8	to	to	ADP
eblip-25311	112	9	students	student	NOUN
eblip-25311	112	10	who	who	PRON
eblip-25311	112	11	participated	participate	VERB
eblip-25311	112	12	.	.	PUNCT
eblip-25311	113	1	we	we	PRON
eblip-25311	113	2	also	also	ADV
eblip-25311	113	3	gave	give	VERB
eblip-25311	113	4	them	they	PRON
eblip-25311	113	5	a	a	DET
eblip-25311	113	6	$	$	SYM
eblip-25311	113	7	10	10	NUM
eblip-25311	113	8	credit	credit	NOUN
eblip-25311	113	9	for	for	ADP
eblip-25311	113	10	the	the	DET
eblip-25311	113	11	campus	campus	NOUN
eblip-25311	113	12	food	food	NOUN
eblip-25311	113	13	service	service	NOUN
eblip-25311	113	14	.	.	PUNCT
eblip-25311	114	1	we	we	PRON
eblip-25311	114	2	developed	develop	VERB
eblip-25311	114	3	a	a	DET
eblip-25311	114	4	rating	rating	NOUN
eblip-25311	114	5	sheet	sheet	NOUN
eblip-25311	114	6	(	(	PUNCT
eblip-25311	114	7	see	see	VERB
eblip-25311	114	8	appendix	appendix	NOUN
eblip-25311	114	9	1	1	NUM
eblip-25311	114	10	)	)	PUNCT
eblip-25311	114	11	for	for	SCONJ
eblip-25311	114	12	the	the	DET
eblip-25311	114	13	students	student	NOUN
eblip-25311	114	14	to	to	PART
eblip-25311	114	15	use	use	VERB
eblip-25311	114	16	based	base	VERB
eblip-25311	114	17	on	on	ADP
eblip-25311	114	18	the	the	DET
eblip-25311	114	19	customer	customer	NOUN
eblip-25311	114	20	service	service	NOUN
eblip-25311	114	21	values	value	NOUN
eblip-25311	114	22	mentioned	mention	VERB
eblip-25311	114	23	above	above	ADV
eblip-25311	114	24	.	.	PUNCT
eblip-25311	115	1	although	although	SCONJ
eblip-25311	115	2	we	we	PRON
eblip-25311	115	3	certainly	certainly	ADV
eblip-25311	115	4	care	care	VERB
eblip-25311	115	5	about	about	ADP
eblip-25311	115	6	accuracy	accuracy	NOUN
eblip-25311	115	7	,	,	PUNCT
eblip-25311	115	8	the	the	DET
eblip-25311	115	9	emphasis	emphasis	NOUN
eblip-25311	115	10	for	for	ADP
eblip-25311	115	11	this	this	DET
eblip-25311	115	12	assessment	assessment	NOUN
eblip-25311	115	13	was	be	AUX
eblip-25311	115	14	on	on	ADP
eblip-25311	115	15	the	the	DET
eblip-25311	115	16	customer	customer	NOUN
eblip-25311	115	17	service	service	NOUN
eblip-25311	115	18	experience	experience	NOUN
eblip-25311	115	19	.	.	PUNCT
eblip-25311	116	1	we	we	PRON
eblip-25311	116	2	included	include	VERB
eblip-25311	116	3	four	four	NUM
eblip-25311	116	4	behaviours	behaviour	NOUN
eblip-25311	116	5	:	:	PUNCT
eblip-25311	116	6	greeting	greeting	NOUN
eblip-25311	116	7	,	,	PUNCT
eblip-25311	116	8	follow	follow	VERB
eblip-25311	116	9	-	-	PUNCT
eblip-25311	116	10	up	up	NOUN
eblip-25311	116	11	,	,	PUNCT
eblip-25311	116	12	confirmation	confirmation	NOUN
eblip-25311	116	13	of	of	ADP
eblip-25311	116	14	satisfaction	satisfaction	NOUN
eblip-25311	116	15	and	and	CCONJ
eblip-25311	116	16	referral	referral	NOUN
eblip-25311	116	17	,	,	PUNCT
eblip-25311	116	18	with	with	ADP
eblip-25311	116	19	three	three	NUM
eblip-25311	116	20	levels	level	NOUN
eblip-25311	116	21	of	of	ADP
eblip-25311	116	22	rating	rating	NOUN
eblip-25311	116	23	:	:	PUNCT
eblip-25311	116	24	1(poor	1(poor	NUM
eblip-25311	116	25	)	)	PUNCT
eblip-25311	116	26	,	,	PUNCT
eblip-25311	116	27	2(satisfactory	2(satisfactory	NUM
eblip-25311	116	28	)	)	PUNCT
eblip-25311	116	29	and	and	CCONJ
eblip-25311	116	30	3(very	3(very	NUM
eblip-25311	116	31	good	good	ADJ
eblip-25311	116	32	)	)	PUNCT
eblip-25311	116	33	.	.	PUNCT
eblip-25311	117	1	brief	brief	ADJ
eblip-25311	117	2	descriptions	description	NOUN
eblip-25311	117	3	of	of	ADP
eblip-25311	117	4	each	each	DET
eblip-25311	117	5	behaviour	behaviour	NOUN
eblip-25311	117	6	were	be	AUX
eblip-25311	117	7	included	include	VERB
eblip-25311	117	8	on	on	ADP
eblip-25311	117	9	the	the	DET
eblip-25311	117	10	rating	rating	NOUN
eblip-25311	117	11	sheet	sheet	NOUN
eblip-25311	117	12	along	along	ADP
eblip-25311	117	13	with	with	ADP
eblip-25311	117	14	criteria	criterion	NOUN
eblip-25311	117	15	for	for	ADP
eblip-25311	117	16	each	each	DET
eblip-25311	117	17	level	level	NOUN
eblip-25311	117	18	and	and	CCONJ
eblip-25311	117	19	type	type	NOUN
eblip-25311	117	20	of	of	ADP
eblip-25311	117	21	service	service	NOUN
eblip-25311	117	22	.	.	PUNCT
eblip-25311	118	1	for	for	ADP
eblip-25311	118	2	example	example	NOUN
eblip-25311	118	3	,	,	PUNCT
eblip-25311	118	4	for	for	ADP
eblip-25311	118	5	greeting	greet	VERB
eblip-25311	118	6	at	at	ADP
eblip-25311	118	7	a	a	DET
eblip-25311	118	8	service	service	NOUN
eblip-25311	118	9	desk	desk	NOUN
eblip-25311	118	10	,	,	PUNCT
eblip-25311	118	11	the	the	DET
eblip-25311	118	12	following	follow	VERB
eblip-25311	118	13	guidance	guidance	NOUN
eblip-25311	118	14	was	be	AUX
eblip-25311	118	15	provided	provide	VERB
eblip-25311	118	16	:	:	PUNCT
eblip-25311	118	17	  	  	SPACE
eblip-25311	118	18	very	very	ADV
eblip-25311	118	19	good	good	ADJ
eblip-25311	118	20	–	–	PUNCT
eblip-25311	118	21	employee	employee	NOUN
eblip-25311	118	22	made	make	VERB
eblip-25311	118	23	eye	eye	NOUN
eblip-25311	118	24	contact	contact	NOUN
eblip-25311	118	25	,	,	PUNCT
eblip-25311	118	26	acknowledged	acknowledge	VERB
eblip-25311	118	27	me	i	PRON
eblip-25311	118	28	and	and	CCONJ
eblip-25311	118	29	greeted	greet	VERB
eblip-25311	118	30	me	i	PRON
eblip-25311	118	31	in	in	ADP
eblip-25311	118	32	a	a	DET
eblip-25311	118	33	positive	positive	ADJ
eblip-25311	118	34	manner	manner	NOUN
eblip-25311	118	35	satisfactory	satisfactory	NOUN
eblip-25311	118	36	–	–	PUNCT
eblip-25311	118	37	employee	employee	NOUN
eblip-25311	118	38	greeted	greet	VERB
eblip-25311	118	39	me	i	PRON
eblip-25311	118	40	but	but	CCONJ
eblip-25311	118	41	not	not	PART
eblip-25311	118	42	with	with	ADP
eblip-25311	118	43	great	great	ADJ
eblip-25311	118	44	enthusiasm	enthusiasm	NOUN
eblip-25311	118	45	poor	poor	ADJ
eblip-25311	118	46	–	–	PUNCT
eblip-25311	118	47	employee	employee	NOUN
eblip-25311	118	48	was	be	AUX
eblip-25311	118	49	distracted	distract	VERB
eblip-25311	118	50	and	and	CCONJ
eblip-25311	118	51	did	do	AUX
eblip-25311	118	52	not	not	PART
eblip-25311	118	53	acknowledge	acknowledge	VERB
eblip-25311	118	54	me	i	PRON
eblip-25311	118	55	  	  	SPACE
eblip-25311	118	56	we	we	PRON
eblip-25311	118	57	also	also	ADV
eblip-25311	118	58	had	have	VERB
eblip-25311	118	59	three	three	NUM
eblip-25311	118	60	yes	yes	NOUN
eblip-25311	118	61	/	/	SYM
eblip-25311	118	62	no	no	DET
eblip-25311	118	63	questions	question	NOUN
eblip-25311	118	64	:	:	PUNCT
eblip-25311	118	65	  	  	SPACE
eblip-25311	118	66	employee	employee	NOUN
eblip-25311	118	67	treated	treat	VERB
eblip-25311	118	68	me	i	PRON
eblip-25311	118	69	with	with	ADP
eblip-25311	118	70	respect	respect	NOUN
eblip-25311	118	71	employee	employee	NOUN
eblip-25311	118	72	avoided	avoid	VERB
eblip-25311	118	73	jargon	jargon	NOUN
eblip-25311	118	74	or	or	CCONJ
eblip-25311	118	75	technical	technical	ADJ
eblip-25311	118	76	language	language	NOUN
eblip-25311	118	77	employee	employee	NOUN
eblip-25311	118	78	went	go	VERB
eblip-25311	118	79	the	the	DET
eblip-25311	118	80	extra	extra	ADJ
eblip-25311	118	81	mile	mile	NOUN
eblip-25311	118	82	  	  	SPACE
eblip-25311	118	83	because	because	SCONJ
eblip-25311	118	84	the	the	DET
eblip-25311	118	85	yes	yes	NOUN
eblip-25311	118	86	/	/	SYM
eblip-25311	118	87	no	no	DET
eblip-25311	118	88	questions	question	NOUN
eblip-25311	118	89	were	be	AUX
eblip-25311	118	90	quite	quite	ADV
eblip-25311	118	91	subjective	subjective	ADJ
eblip-25311	118	92	,	,	PUNCT
eblip-25311	118	93	we	we	PRON
eblip-25311	118	94	discussed	discuss	VERB
eblip-25311	118	95	them	they	PRON
eblip-25311	118	96	extensively	extensively	ADV
eblip-25311	118	97	in	in	ADP
eblip-25311	118	98	the	the	DET
eblip-25311	118	99	training	training	NOUN
eblip-25311	118	100	and	and	CCONJ
eblip-25311	118	101	provided	provide	VERB
eblip-25311	118	102	guidelines	guideline	NOUN
eblip-25311	118	103	for	for	ADP
eblip-25311	118	104	what	what	PRON
eblip-25311	118	105	should	should	AUX
eblip-25311	118	106	be	be	AUX
eblip-25311	118	107	expected	expect	VERB
eblip-25311	118	108	from	from	ADP
eblip-25311	118	109	the	the	DET
eblip-25311	118	110	libraries	library	NOUN
eblip-25311	118	111	service	service	NOUN
eblip-25311	118	112	staff	staff	NOUN
eblip-25311	118	113	.	.	PUNCT
eblip-25311	119	1	we	we	PRON
eblip-25311	119	2	also	also	ADV
eblip-25311	119	3	conducted	conduct	VERB
eblip-25311	119	4	role	role	NOUN
eblip-25311	119	5	-	-	PUNCT
eblip-25311	119	6	playing	playing	NOUN
eblip-25311	119	7	and	and	CCONJ
eblip-25311	119	8	asked	ask	VERB
eblip-25311	119	9	the	the	DET
eblip-25311	119	10	shoppers	shopper	NOUN
eblip-25311	119	11	to	to	PART
eblip-25311	119	12	evaluate	evaluate	VERB
eblip-25311	119	13	the	the	DET
eblip-25311	119	14	mock	mock	ADJ
eblip-25311	119	15	transaction	transaction	NOUN
eblip-25311	119	16	in	in	ADP
eblip-25311	119	17	order	order	NOUN
eblip-25311	119	18	to	to	PART
eblip-25311	119	19	prepare	prepare	VERB
eblip-25311	119	20	them	they	PRON
eblip-25311	119	21	better	well	ADJ
eblip-25311	119	22	for	for	ADP
eblip-25311	119	23	the	the	DET
eblip-25311	119	24	actual	actual	ADJ
eblip-25311	119	25	experience	experience	NOUN
eblip-25311	119	26	.	.	PUNCT
eblip-25311	120	1	space	space	NOUN
eblip-25311	120	2	for	for	ADP
eblip-25311	120	3	additional	additional	ADJ
eblip-25311	120	4	comments	comment	NOUN
eblip-25311	120	5	was	be	AUX
eblip-25311	120	6	also	also	ADV
eblip-25311	120	7	included	include	VERB
eblip-25311	120	8	and	and	CCONJ
eblip-25311	120	9	comments	comment	NOUN
eblip-25311	120	10	were	be	AUX
eblip-25311	120	11	encouraged	encourage	VERB
eblip-25311	120	12	  	  	SPACE
eblip-25311	120	13	we	we	PRON
eblip-25311	120	14	sought	seek	VERB
eblip-25311	120	15	to	to	PART
eblip-25311	120	16	make	make	VERB
eblip-25311	120	17	the	the	DET
eblip-25311	120	18	assessment	assessment	NOUN
eblip-25311	120	19	as	as	ADP
eblip-25311	120	20	“	"	PUNCT
eblip-25311	120	21	real	real	ADJ
eblip-25311	120	22	life	life	NOUN
eblip-25311	120	23	”	"	PUNCT
eblip-25311	120	24	and	and	CCONJ
eblip-25311	120	25	anonymous	anonymous	ADJ
eblip-25311	120	26	as	as	ADP
eblip-25311	120	27	possible	possible	ADJ
eblip-25311	120	28	.	.	PUNCT
eblip-25311	121	1	we	we	PRON
eblip-25311	121	2	informed	inform	VERB
eblip-25311	121	3	staff	staff	NOUN
eblip-25311	121	4	in	in	ADP
eblip-25311	121	5	the	the	DET
eblip-25311	121	6	departments	department	NOUN
eblip-25311	121	7	to	to	PART
eblip-25311	121	8	be	be	AUX
eblip-25311	121	9	studied	study	VERB
eblip-25311	121	10	that	that	SCONJ
eblip-25311	121	11	the	the	DET
eblip-25311	121	12	exercise	exercise	NOUN
eblip-25311	121	13	would	would	AUX
eblip-25311	121	14	take	take	VERB
eblip-25311	121	15	place	place	NOUN
eblip-25311	121	16	sometime	sometime	ADV
eblip-25311	121	17	during	during	ADP
eblip-25311	121	18	the	the	DET
eblip-25311	121	19	semester	semester	NOUN
eblip-25311	121	20	.	.	PUNCT
eblip-25311	122	1	we	we	PRON
eblip-25311	122	2	did	do	AUX
eblip-25311	122	3	not	not	PART
eblip-25311	122	4	,	,	PUNCT
eblip-25311	122	5	however	however	ADV
eblip-25311	122	6	,	,	PUNCT
eblip-25311	122	7	give	give	VERB
eblip-25311	122	8	exact	exact	ADJ
eblip-25311	122	9	dates	date	NOUN
eblip-25311	122	10	.	.	PUNCT
eblip-25311	123	1	we	we	PRON
eblip-25311	123	2	met	meet	VERB
eblip-25311	123	3	with	with	ADP
eblip-25311	123	4	each	each	DET
eblip-25311	123	5	department	department	NOUN
eblip-25311	123	6	to	to	PART
eblip-25311	123	7	apprise	apprise	VERB
eblip-25311	123	8	them	they	PRON
eblip-25311	123	9	of	of	ADP
eblip-25311	123	10	the	the	DET
eblip-25311	123	11	protocol	protocol	NOUN
eblip-25311	123	12	and	and	CCONJ
eblip-25311	123	13	assure	assure	VERB
eblip-25311	123	14	them	they	PRON
eblip-25311	123	15	it	it	PRON
eblip-25311	123	16	was	be	AUX
eblip-25311	123	17	not	not	PART
eblip-25311	123	18	part	part	NOUN
eblip-25311	123	19	of	of	ADP
eblip-25311	123	20	their	their	PRON
eblip-25311	123	21	performance	performance	NOUN
eblip-25311	123	22	review	review	NOUN
eblip-25311	123	23	but	but	CCONJ
eblip-25311	123	24	rather	rather	ADV
eblip-25311	123	25	an	an	DET
eblip-25311	123	26	overall	overall	ADJ
eblip-25311	123	27	assessment	assessment	NOUN
eblip-25311	123	28	of	of	ADP
eblip-25311	123	29	our	our	PRON
eblip-25311	123	30	service	service	NOUN
eblip-25311	123	31	so	so	SCONJ
eblip-25311	123	32	that	that	SCONJ
eblip-25311	123	33	we	we	PRON
eblip-25311	123	34	could	could	AUX
eblip-25311	123	35	address	address	VERB
eblip-25311	123	36	any	any	DET
eblip-25311	123	37	issues	issue	NOUN
eblip-25311	123	38	identified	identify	VERB
eblip-25311	123	39	.	.	PUNCT
eblip-25311	124	1	to	to	ADP
eblip-25311	124	2	that	that	DET
eblip-25311	124	3	end	end	NOUN
eblip-25311	124	4	we	we	PRON
eblip-25311	124	5	did	do	AUX
eblip-25311	124	6	not	not	PART
eblip-25311	124	7	include	include	VERB
eblip-25311	124	8	any	any	DET
eblip-25311	124	9	date	date	NOUN
eblip-25311	124	10	/	/	SYM
eblip-25311	124	11	time	time	NOUN
eblip-25311	124	12	stamps	stamp	NOUN
eblip-25311	124	13	in	in	ADP
eblip-25311	124	14	the	the	DET
eblip-25311	124	15	results	result	NOUN
eblip-25311	124	16	.	.	PUNCT
eblip-25311	125	1	the	the	DET
eblip-25311	125	2	questions	question	NOUN
eblip-25311	125	3	developed	develop	VERB
eblip-25311	125	4	for	for	ADP
eblip-25311	125	5	the	the	DET
eblip-25311	125	6	survey	survey	NOUN
eblip-25311	125	7	were	be	AUX
eblip-25311	125	8	constructed	construct	VERB
eblip-25311	125	9	around	around	ADP
eblip-25311	125	10	the	the	DET
eblip-25311	125	11	feedback	feedback	NOUN
eblip-25311	125	12	received	receive	VERB
eblip-25311	125	13	from	from	ADP
eblip-25311	125	14	the	the	DET
eblip-25311	125	15	initial	initial	ADJ
eblip-25311	125	16	libqual+	libqual+	ADP
eblip-25311	125	17	®	®	NOUN
eblip-25311	125	18	results	result	NOUN
eblip-25311	125	19	that	that	PRON
eblip-25311	125	20	indicated	indicate	VERB
eblip-25311	125	21	some	some	DET
eblip-25311	125	22	patrons	patron	NOUN
eblip-25311	125	23	did	do	AUX
eblip-25311	125	24	not	not	PART
eblip-25311	125	25	feel	feel	VERB
eblip-25311	125	26	they	they	PRON
eblip-25311	125	27	were	be	AUX
eblip-25311	125	28	treated	treat	VERB
eblip-25311	125	29	respectfully	respectfully	ADV
eblip-25311	125	30	by	by	ADP
eblip-25311	125	31	staff	staff	NOUN
eblip-25311	125	32	.	.	PUNCT
eblip-25311	126	1	we	we	PRON
eblip-25311	126	2	collaborated	collaborate	VERB
eblip-25311	126	3	with	with	ADP
eblip-25311	126	4	the	the	DET
eblip-25311	126	5	heads	head	NOUN
eblip-25311	126	6	of	of	ADP
eblip-25311	126	7	the	the	DET
eblip-25311	126	8	roi	roi	NOUN
eblip-25311	126	9	,	,	PUNCT
eblip-25311	126	10	access	access	NOUN
eblip-25311	126	11	services	service	NOUN
eblip-25311	126	12	and	and	CCONJ
eblip-25311	126	13	schiffman	schiffman	NOUN
eblip-25311	126	14	music	music	NOUN
eblip-25311	126	15	library	library	NOUN
eblip-25311	126	16	to	to	PART
eblip-25311	126	17	obtain	obtain	VERB
eblip-25311	126	18	frequently	frequently	ADV
eblip-25311	126	19	asked	ask	VERB
eblip-25311	126	20	questions	question	NOUN
eblip-25311	126	21	considered	consider	VERB
eblip-25311	126	22	“	"	PUNCT
eblip-25311	126	23	typical	typical	ADJ
eblip-25311	126	24	.	.	PUNCT
eblip-25311	126	25	”	"	PUNCT
eblip-25311	127	1	questions	question	NOUN
eblip-25311	127	2	for	for	ADP
eblip-25311	127	3	the	the	DET
eblip-25311	127	4	checkout	checkout	NOUN
eblip-25311	127	5	desk	desk	NOUN
eblip-25311	127	6	emphasized	emphasize	VERB
eblip-25311	127	7	service	service	NOUN
eblip-25311	127	8	-	-	PUNCT
eblip-25311	127	9	related	relate	VERB
eblip-25311	127	10	questions	question	NOUN
eblip-25311	127	11	that	that	PRON
eblip-25311	127	12	could	could	AUX
eblip-25311	127	13	usually	usually	ADV
eblip-25311	127	14	be	be	AUX
eblip-25311	127	15	answered	answer	VERB
eblip-25311	127	16	with	with	ADP
eblip-25311	127	17	basic	basic	ADJ
eblip-25311	127	18	responses	response	NOUN
eblip-25311	127	19	,	,	PUNCT
eblip-25311	127	20	such	such	ADJ
eblip-25311	127	21	as	as	ADP
eblip-25311	127	22	:	:	PUNCT
eblip-25311	127	23	“	"	PUNCT
eblip-25311	127	24	how	how	SCONJ
eblip-25311	127	25	many	many	ADJ
eblip-25311	127	26	books	book	NOUN
eblip-25311	127	27	can	can	AUX
eblip-25311	127	28	i	i	PRON
eblip-25311	127	29	check	check	VERB
eblip-25311	127	30	out	out	ADP
eblip-25311	127	31	at	at	ADP
eblip-25311	127	32	one	one	NUM
eblip-25311	127	33	time	time	NOUN
eblip-25311	127	34	?	?	PUNCT
eblip-25311	127	35	”	"	PUNCT
eblip-25311	127	36	or	or	CCONJ
eblip-25311	127	37	“	"	PUNCT
eblip-25311	127	38	where	where	SCONJ
eblip-25311	127	39	can	can	AUX
eblip-25311	127	40	i	i	PRON
eblip-25311	127	41	print	print	VERB
eblip-25311	127	42	something	something	PRON
eblip-25311	127	43	in	in	ADP
eblip-25311	127	44	color	color	NOUN
eblip-25311	127	45	?	?	PUNCT
eblip-25311	127	46	”	"	PUNCT
eblip-25311	128	1	while	while	SCONJ
eblip-25311	128	2	certain	certain	ADJ
eblip-25311	128	3	categories	category	NOUN
eblip-25311	128	4	of	of	ADP
eblip-25311	128	5	service	service	NOUN
eblip-25311	128	6	related	relate	VERB
eblip-25311	128	7	questions	question	NOUN
eblip-25311	128	8	may	may	AUX
eblip-25311	128	9	seem	seem	VERB
eblip-25311	128	10	easy	easy	ADJ
eblip-25311	128	11	to	to	PART
eblip-25311	128	12	answer	answer	VERB
eblip-25311	128	13	we	we	PRON
eblip-25311	128	14	wanted	want	VERB
eblip-25311	128	15	to	to	PART
eblip-25311	128	16	ensure	ensure	VERB
eblip-25311	128	17	that	that	SCONJ
eblip-25311	128	18	shoppers	shopper	NOUN
eblip-25311	128	19	were	be	AUX
eblip-25311	128	20	being	be	AUX
eblip-25311	128	21	asked	ask	VERB
eblip-25311	128	22	the	the	DET
eblip-25311	128	23	right	right	ADJ
eblip-25311	128	24	clarifying	clarify	VERB
eblip-25311	128	25	questions	question	NOUN
eblip-25311	128	26	by	by	ADP
eblip-25311	128	27	employees	employee	NOUN
eblip-25311	128	28	,	,	PUNCT
eblip-25311	128	29	not	not	PART
eblip-25311	128	30	to	to	PART
eblip-25311	128	31	see	see	VERB
eblip-25311	128	32	if	if	SCONJ
eblip-25311	128	33	the	the	DET
eblip-25311	128	34	correct	correct	ADJ
eblip-25311	128	35	answer	answer	NOUN
eblip-25311	128	36	was	be	AUX
eblip-25311	128	37	provided	provide	VERB
eblip-25311	128	38	since	since	SCONJ
eblip-25311	128	39	that	that	PRON
eblip-25311	128	40	was	be	AUX
eblip-25311	128	41	not	not	PART
eblip-25311	128	42	the	the	DET
eblip-25311	128	43	primary	primary	ADJ
eblip-25311	128	44	focus	focus	NOUN
eblip-25311	128	45	of	of	ADP
eblip-25311	128	46	this	this	DET
eblip-25311	128	47	study	study	NOUN
eblip-25311	128	48	.	.	PUNCT
eblip-25311	129	1	for	for	ADP
eblip-25311	129	2	example	example	NOUN
eblip-25311	129	3	,	,	PUNCT
eblip-25311	129	4	it	it	PRON
eblip-25311	129	5	would	would	AUX
eblip-25311	129	6	be	be	AUX
eblip-25311	129	7	simple	simple	ADJ
eblip-25311	129	8	to	to	PART
eblip-25311	129	9	tell	tell	VERB
eblip-25311	129	10	a	a	DET
eblip-25311	129	11	questioner	questioner	NOUN
eblip-25311	129	12	that	that	SCONJ
eblip-25311	129	13	the	the	DET
eblip-25311	129	14	library	library	NOUN
eblip-25311	129	15	is	be	AUX
eblip-25311	129	16	open	open	ADJ
eblip-25311	129	17	24	24	NUM
eblip-25311	129	18	hours	hour	NOUN
eblip-25311	129	19	,	,	PUNCT
eblip-25311	129	20	5	5	NUM
eblip-25311	129	21	days	day	NOUN
eblip-25311	129	22	a	a	DET
eblip-25311	129	23	week	week	NOUN
eblip-25311	129	24	but	but	CCONJ
eblip-25311	129	25	,	,	PUNCT
eblip-25311	129	26	in	in	ADP
eblip-25311	129	27	reality	reality	NOUN
eblip-25311	129	28	,	,	PUNCT
eblip-25311	129	29	that	that	DET
eblip-25311	129	30	schedule	schedule	NOUN
eblip-25311	129	31	is	be	AUX
eblip-25311	129	32	only	only	ADV
eblip-25311	129	33	applicable	applicable	ADJ
eblip-25311	129	34	to	to	ADP
eblip-25311	129	35	people	people	NOUN
eblip-25311	129	36	with	with	ADP
eblip-25311	129	37	a	a	DET
eblip-25311	129	38	uncg	uncg	NOUN
eblip-25311	129	39	i	i	PROPN
eblip-25311	129	40	d.	d.	PROPN
eblip-25311	129	41	for	for	ADP
eblip-25311	129	42	other	other	ADJ
eblip-25311	129	43	patrons	patron	NOUN
eblip-25311	129	44	,	,	PUNCT
eblip-25311	129	45	the	the	DET
eblip-25311	129	46	library	library	NOUN
eblip-25311	129	47	closes	close	VERB
eblip-25311	129	48	at	at	ADP
eblip-25311	129	49	12:00	12:00	NUM
eblip-25311	129	50	am	am	NOUN
eblip-25311	129	51	.	.	PUNCT
eblip-25311	129	52	    	    	SPACE
eblip-25311	129	53	for	for	ADP
eblip-25311	129	54	questions	question	NOUN
eblip-25311	129	55	to	to	PART
eblip-25311	129	56	be	be	AUX
eblip-25311	129	57	asked	ask	VERB
eblip-25311	129	58	at	at	ADP
eblip-25311	129	59	the	the	DET
eblip-25311	129	60	reference	reference	NOUN
eblip-25311	129	61	desk	desk	NOUN
eblip-25311	129	62	,	,	PUNCT
eblip-25311	129	63	the	the	DET
eblip-25311	129	64	head	head	NOUN
eblip-25311	129	65	of	of	ADP
eblip-25311	129	66	the	the	DET
eblip-25311	129	67	roi	roi	NOUN
eblip-25311	129	68	provided	provide	VERB
eblip-25311	129	69	a	a	DET
eblip-25311	129	70	list	list	NOUN
eblip-25311	129	71	of	of	ADP
eblip-25311	129	72	questions	question	NOUN
eblip-25311	129	73	relating	relate	VERB
eblip-25311	129	74	to	to	ADP
eblip-25311	129	75	common	common	ADJ
eblip-25311	129	76	assignments	assignment	NOUN
eblip-25311	129	77	and	and	CCONJ
eblip-25311	129	78	citation	citation	NOUN
eblip-25311	129	79	issues	issue	NOUN
eblip-25311	129	80	.	.	PUNCT
eblip-25311	130	1	since	since	SCONJ
eblip-25311	130	2	often	often	ADV
eblip-25311	130	3	times	time	NOUN
eblip-25311	130	4	the	the	DET
eblip-25311	130	5	reference	reference	NOUN
eblip-25311	130	6	desk	desk	NOUN
eblip-25311	130	7	is	be	AUX
eblip-25311	130	8	staffed	staff	VERB
eblip-25311	130	9	by	by	ADP
eblip-25311	130	10	paraprofessional	paraprofessional	ADJ
eblip-25311	130	11	staff	staff	NOUN
eblip-25311	130	12	,	,	PUNCT
eblip-25311	130	13	we	we	PRON
eblip-25311	130	14	did	do	AUX
eblip-25311	130	15	not	not	PART
eblip-25311	130	16	want	want	VERB
eblip-25311	130	17	to	to	PART
eblip-25311	130	18	present	present	VERB
eblip-25311	130	19	a	a	DET
eblip-25311	130	20	difficult	difficult	ADJ
eblip-25311	130	21	question	question	NOUN
eblip-25311	130	22	that	that	PRON
eblip-25311	130	23	would	would	AUX
eblip-25311	130	24	require	require	VERB
eblip-25311	130	25	obtaining	obtain	VERB
eblip-25311	130	26	additional	additional	ADJ
eblip-25311	130	27	assistance	assistance	NOUN
eblip-25311	130	28	,	,	PUNCT
eblip-25311	130	29	or	or	CCONJ
eblip-25311	130	30	place	place	VERB
eblip-25311	130	31	the	the	DET
eblip-25311	130	32	questioner	questioner	NOUN
eblip-25311	130	33	in	in	ADP
eblip-25311	130	34	a	a	DET
eblip-25311	130	35	position	position	NOUN
eblip-25311	130	36	which	which	PRON
eblip-25311	130	37	would	would	AUX
eblip-25311	130	38	require	require	VERB
eblip-25311	130	39	him	he	PRON
eblip-25311	130	40	/	/	SYM
eblip-25311	130	41	her	she	PRON
eblip-25311	130	42	to	to	PART
eblip-25311	130	43	handle	handle	VERB
eblip-25311	130	44	questions	question	NOUN
eblip-25311	130	45	they	they	PRON
eblip-25311	130	46	could	could	AUX
eblip-25311	130	47	not	not	PART
eblip-25311	130	48	answer	answer	VERB
eblip-25311	130	49	.	.	PUNCT
eblip-25311	131	1	examples	example	NOUN
eblip-25311	131	2	of	of	ADP
eblip-25311	131	3	questions	question	NOUN
eblip-25311	131	4	asked	ask	VERB
eblip-25311	131	5	of	of	ADP
eblip-25311	131	6	reference	reference	NOUN
eblip-25311	131	7	staff	staff	NOUN
eblip-25311	131	8	included	include	VERB
eblip-25311	131	9	:	:	PUNCT
eblip-25311	131	10	“	"	PUNCT
eblip-25311	131	11	can	can	AUX
eblip-25311	131	12	you	you	PRON
eblip-25311	131	13	help	help	VERB
eblip-25311	131	14	me	i	PRON
eblip-25311	131	15	find	find	VERB
eblip-25311	131	16	articles	article	NOUN
eblip-25311	131	17	on	on	ADP
eblip-25311	131	18	identity	identity	NOUN
eblip-25311	131	19	theft	theft	NOUN
eblip-25311	131	20	?	?	PUNCT
eblip-25311	131	21	”	"	PUNCT
eblip-25311	132	1	and	and	CCONJ
eblip-25311	132	2	“	"	PUNCT
eblip-25311	132	3	i	i	PRON
eblip-25311	132	4	am	be	AUX
eblip-25311	132	5	a	a	DET
eblip-25311	132	6	uncg	uncg	PROPN
eblip-25311	132	7	graduate	graduate	NOUN
eblip-25311	132	8	,	,	PUNCT
eblip-25311	132	9	how	how	SCONJ
eblip-25311	132	10	do	do	AUX
eblip-25311	132	11	i	i	PRON
eblip-25311	132	12	access	access	VERB
eblip-25311	132	13	the	the	DET
eblip-25311	132	14	databases	database	NOUN
eblip-25311	132	15	from	from	ADP
eblip-25311	132	16	home	home	NOUN
eblip-25311	132	17	?	?	PUNCT
eblip-25311	132	18	”	"	PUNCT
eblip-25311	132	19	or	or	CCONJ
eblip-25311	132	20	“	"	PUNCT
eblip-25311	132	21	how	how	SCONJ
eblip-25311	132	22	to	to	PART
eblip-25311	132	23	do	do	AUX
eblip-25311	132	24	cite	cite	VERB
eblip-25311	132	25	this	this	PRON
eblip-25311	132	26	in	in	ADP
eblip-25311	132	27	apa	apa	PROPN
eblip-25311	132	28	style	style	NOUN
eblip-25311	132	29	?	?	PUNCT
eblip-25311	132	30	”	"	PUNCT
eblip-25311	133	1	(	(	PUNCT
eblip-25311	133	2	see	see	VERB
eblip-25311	133	3	appendix	appendix	NOUN
eblip-25311	133	4	2	2	NUM
eblip-25311	133	5	for	for	ADP
eblip-25311	133	6	sample	sample	NOUN
eblip-25311	133	7	questions	question	NOUN
eblip-25311	133	8	)	)	PUNCT
eblip-25311	133	9	.	.	PUNCT
eblip-25311	133	10	  	  	SPACE
eblip-25311	134	1	we	we	PRON
eblip-25311	134	2	required	require	VERB
eblip-25311	134	3	the	the	DET
eblip-25311	134	4	shoppers	shopper	NOUN
eblip-25311	134	5	to	to	PART
eblip-25311	134	6	attend	attend	VERB
eblip-25311	134	7	a	a	DET
eblip-25311	134	8	90	90	NUM
eblip-25311	134	9	-	-	PUNCT
eblip-25311	134	10	minute	minute	NOUN
eblip-25311	134	11	training	training	NOUN
eblip-25311	134	12	session	session	NOUN
eblip-25311	134	13	.	.	PUNCT
eblip-25311	135	1	during	during	ADP
eblip-25311	135	2	the	the	DET
eblip-25311	135	3	training	training	NOUN
eblip-25311	135	4	,	,	PUNCT
eblip-25311	135	5	we	we	PRON
eblip-25311	135	6	provided	provide	VERB
eblip-25311	135	7	an	an	DET
eblip-25311	135	8	explanation	explanation	NOUN
eblip-25311	135	9	of	of	ADP
eblip-25311	135	10	the	the	DET
eblip-25311	135	11	importance	importance	NOUN
eblip-25311	135	12	of	of	ADP
eblip-25311	135	13	excellent	excellent	ADJ
eblip-25311	135	14	customer	customer	NOUN
eblip-25311	135	15	service	service	NOUN
eblip-25311	135	16	to	to	ADP
eblip-25311	135	17	the	the	DET
eblip-25311	135	18	libraries	library	NOUN
eblip-25311	135	19	as	as	ADV
eblip-25311	135	20	well	well	ADV
eblip-25311	135	21	as	as	ADP
eblip-25311	135	22	the	the	DET
eblip-25311	135	23	customer	customer	NOUN
eblip-25311	135	24	service	service	NOUN
eblip-25311	135	25	values	value	NOUN
eblip-25311	135	26	(	(	PUNCT
eblip-25311	135	27	and	and	CCONJ
eblip-25311	135	28	behavioural	behavioural	ADJ
eblip-25311	135	29	examples	example	NOUN
eblip-25311	135	30	of	of	ADP
eblip-25311	135	31	them	they	PRON
eblip-25311	135	32	)	)	PUNCT
eblip-25311	135	33	that	that	DET
eblip-25311	135	34	staff	staff	NOUN
eblip-25311	135	35	were	be	AUX
eblip-25311	135	36	expected	expect	VERB
eblip-25311	135	37	to	to	PART
eblip-25311	135	38	demonstrate	demonstrate	VERB
eblip-25311	135	39	,	,	PUNCT
eblip-25311	135	40	and	and	CCONJ
eblip-25311	135	41	we	we	PRON
eblip-25311	135	42	provided	provide	VERB
eblip-25311	135	43	instruction	instruction	NOUN
eblip-25311	135	44	on	on	ADP
eblip-25311	135	45	what	what	PRON
eblip-25311	135	46	to	to	PART
eblip-25311	135	47	look	look	VERB
eblip-25311	135	48	for	for	ADP
eblip-25311	135	49	when	when	SCONJ
eblip-25311	135	50	observing	observe	VERB
eblip-25311	135	51	staff	staff	NOUN
eblip-25311	135	52	behaviours	behaviour	NOUN
eblip-25311	135	53	.	.	PUNCT
eblip-25311	136	1	each	each	DET
eblip-25311	136	2	shopper	shopper	NOUN
eblip-25311	136	3	was	be	AUX
eblip-25311	136	4	assigned	assign	VERB
eblip-25311	136	5	a	a	DET
eblip-25311	136	6	question	question	NOUN
eblip-25311	136	7	for	for	ADP
eblip-25311	136	8	each	each	DET
eblip-25311	136	9	service	service	NOUN
eblip-25311	136	10	point	point	NOUN
eblip-25311	136	11	(	(	PUNCT
eblip-25311	136	12	reference	reference	NOUN
eblip-25311	136	13	desk	desk	NOUN
eblip-25311	136	14	,	,	PUNCT
eblip-25311	136	15	access	access	NOUN
eblip-25311	136	16	services	service	NOUN
eblip-25311	136	17	desk	desk	NOUN
eblip-25311	136	18	and	and	CCONJ
eblip-25311	136	19	the	the	DET
eblip-25311	136	20	schiffman	schiffman	NOUN
eblip-25311	136	21	music	music	NOUN
eblip-25311	136	22	library	library	NOUN
eblip-25311	136	23	)	)	PUNCT
eblip-25311	136	24	and	and	CCONJ
eblip-25311	136	25	type	type	NOUN
eblip-25311	136	26	of	of	ADP
eblip-25311	136	27	service	service	NOUN
eblip-25311	136	28	(	(	PUNCT
eblip-25311	136	29	in	in	ADP
eblip-25311	136	30	-	-	PUNCT
eblip-25311	136	31	person	person	NOUN
eblip-25311	136	32	,	,	PUNCT
eblip-25311	136	33	telephone	telephone	NOUN
eblip-25311	136	34	and	and	CCONJ
eblip-25311	136	35	chat	chat	NOUN
eblip-25311	136	36	)	)	PUNCT
eblip-25311	136	37	with	with	ADP
eblip-25311	136	38	the	the	DET
eblip-25311	136	39	exception	exception	NOUN
eblip-25311	136	40	of	of	ADP
eblip-25311	136	41	the	the	DET
eblip-25311	136	42	schiffman	schiffman	NOUN
eblip-25311	136	43	music	music	NOUN
eblip-25311	136	44	library	library	NOUN
eblip-25311	136	45	and	and	CCONJ
eblip-25311	136	46	access	access	NOUN
eblip-25311	136	47	services	service	NOUN
eblip-25311	136	48	;	;	PUNCT
eblip-25311	136	49	chat	chat	NOUN
eblip-25311	136	50	service	service	NOUN
eblip-25311	136	51	was	be	AUX
eblip-25311	136	52	not	not	PART
eblip-25311	136	53	offered	offer	VERB
eblip-25311	136	54	in	in	ADP
eblip-25311	136	55	schiffman	schiffman	NOUN
eblip-25311	136	56	at	at	ADP
eblip-25311	136	57	the	the	DET
eblip-25311	136	58	time	time	NOUN
eblip-25311	136	59	of	of	ADP
eblip-25311	136	60	the	the	DET
eblip-25311	136	61	initial	initial	ADJ
eblip-25311	136	62	survey	survey	NOUN
eblip-25311	136	63	and	and	CCONJ
eblip-25311	136	64	is	be	AUX
eblip-25311	136	65	still	still	ADV
eblip-25311	136	66	not	not	PART
eblip-25311	136	67	available	available	ADJ
eblip-25311	136	68	in	in	ADP
eblip-25311	136	69	the	the	DET
eblip-25311	136	70	access	access	NOUN
eblip-25311	136	71	services	service	NOUN
eblip-25311	136	72	department	department	NOUN
eblip-25311	136	73	.	.	PUNCT
eblip-25311	137	1	we	we	PRON
eblip-25311	137	2	requested	request	VERB
eblip-25311	137	3	that	that	SCONJ
eblip-25311	137	4	shoppers	shopper	NOUN
eblip-25311	137	5	vary	vary	VERB
eblip-25311	137	6	their	their	PRON
eblip-25311	137	7	times	time	NOUN
eblip-25311	137	8	of	of	ADP
eblip-25311	137	9	contact	contact	NOUN
eblip-25311	137	10	to	to	PART
eblip-25311	137	11	make	make	VERB
eblip-25311	137	12	their	their	PRON
eblip-25311	137	13	presence	presence	NOUN
eblip-25311	137	14	as	as	ADP
eblip-25311	137	15	anonymous	anonymous	ADJ
eblip-25311	137	16	and	and	CCONJ
eblip-25311	137	17	unobtrusive	unobtrusive	ADJ
eblip-25311	137	18	as	as	ADP
eblip-25311	137	19	possible	possible	ADJ
eblip-25311	137	20	.	.	PUNCT
eblip-25311	138	1	we	we	PRON
eblip-25311	138	2	also	also	ADV
eblip-25311	138	3	wanted	want	VERB
eblip-25311	138	4	to	to	PART
eblip-25311	138	5	vary	vary	VERB
eblip-25311	138	6	the	the	DET
eblip-25311	138	7	time	time	NOUN
eblip-25311	138	8	of	of	ADP
eblip-25311	138	9	contact	contact	NOUN
eblip-25311	138	10	to	to	PART
eblip-25311	138	11	avoid	avoid	VERB
eblip-25311	138	12	staff	staff	NOUN
eblip-25311	138	13	members	member	NOUN
eblip-25311	138	14	feeling	feel	VERB
eblip-25311	138	15	as	as	SCONJ
eblip-25311	138	16	if	if	SCONJ
eblip-25311	138	17	they	they	PRON
eblip-25311	138	18	were	be	AUX
eblip-25311	138	19	being	be	AUX
eblip-25311	138	20	“	"	PUNCT
eblip-25311	138	21	targeted	target	VERB
eblip-25311	138	22	”	"	PUNCT
eblip-25311	138	23	if	if	SCONJ
eblip-25311	138	24	the	the	DET
eblip-25311	138	25	questions	question	NOUN
eblip-25311	138	26	were	be	AUX
eblip-25311	138	27	only	only	ADV
eblip-25311	138	28	asked	ask	VERB
eblip-25311	138	29	during	during	ADP
eblip-25311	138	30	specific	specific	ADJ
eblip-25311	138	31	time	time	NOUN
eblip-25311	138	32	periods	period	NOUN
eblip-25311	138	33	.	.	PUNCT
eblip-25311	138	34	    	    	SPACE
eblip-25311	138	35	one	one	NUM
eblip-25311	138	36	question	question	NOUN
eblip-25311	138	37	was	be	AUX
eblip-25311	138	38	placed	place	VERB
eblip-25311	138	39	on	on	ADP
eblip-25311	138	40	each	each	DET
eblip-25311	138	41	rating	rating	NOUN
eblip-25311	138	42	sheet	sheet	NOUN
eblip-25311	138	43	used	use	VERB
eblip-25311	138	44	by	by	ADP
eblip-25311	138	45	the	the	DET
eblip-25311	138	46	shoppers	shopper	NOUN
eblip-25311	138	47	.	.	PUNCT
eblip-25311	139	1	six	six	NUM
eblip-25311	139	2	students	student	NOUN
eblip-25311	139	3	completed	complete	VERB
eblip-25311	139	4	the	the	DET
eblip-25311	139	5	exercise	exercise	NOUN
eblip-25311	139	6	with	with	ADP
eblip-25311	139	7	each	each	DET
eblip-25311	139	8	shopper	shopper	NOUN
eblip-25311	139	9	asking	ask	VERB
eblip-25311	139	10	a	a	DET
eblip-25311	139	11	question	question	NOUN
eblip-25311	139	12	for	for	ADP
eblip-25311	139	13	each	each	DET
eblip-25311	139	14	service	service	NOUN
eblip-25311	139	15	.	.	PUNCT
eblip-25311	140	1	they	they	PRON
eblip-25311	140	2	entered	enter	VERB
eblip-25311	140	3	their	their	PRON
eblip-25311	140	4	scores	score	NOUN
eblip-25311	140	5	into	into	ADP
eblip-25311	140	6	a	a	DET
eblip-25311	140	7	qualtrics	qualtric	NOUN
eblip-25311	140	8	®	®	NOUN
eblip-25311	140	9	form	form	NOUN
eblip-25311	140	10	created	create	VERB
eblip-25311	140	11	by	by	ADP
eblip-25311	140	12	the	the	DET
eblip-25311	140	13	team	team	NOUN
eblip-25311	140	14	.	.	PUNCT
eblip-25311	141	1	qualtrics	qualtric	NOUN
eblip-25311	141	2	is	be	AUX
eblip-25311	141	3	an	an	DET
eblip-25311	141	4	online	online	ADJ
eblip-25311	141	5	survey	survey	NOUN
eblip-25311	141	6	platform	platform	NOUN
eblip-25311	141	7	licensed	license	VERB
eblip-25311	141	8	on	on	ADP
eblip-25311	141	9	many	many	ADJ
eblip-25311	141	10	campuses	campus	NOUN
eblip-25311	141	11	.	.	PUNCT
eblip-25311	142	1	they	they	PRON
eblip-25311	142	2	also	also	ADV
eblip-25311	142	3	submitted	submit	VERB
eblip-25311	142	4	paper	paper	NOUN
eblip-25311	142	5	sheets	sheet	NOUN
eblip-25311	142	6	as	as	ADP
eblip-25311	142	7	a	a	DET
eblip-25311	142	8	backup	backup	NOUN
eblip-25311	142	9	.	.	PUNCT
eblip-25311	142	10	    	    	SPACE
eblip-25311	142	11	results	result	VERB
eblip-25311	142	12	  	  	SPACE
eblip-25311	142	13	for	for	ADP
eblip-25311	142	14	the	the	DET
eblip-25311	142	15	most	most	ADJ
eblip-25311	142	16	part	part	NOUN
eblip-25311	142	17	,	,	PUNCT
eblip-25311	142	18	the	the	DET
eblip-25311	142	19	libraries	library	NOUN
eblip-25311	142	20	received	receive	VERB
eblip-25311	142	21	very	very	ADV
eblip-25311	142	22	positive	positive	ADJ
eblip-25311	142	23	results	result	NOUN
eblip-25311	142	24	.	.	PUNCT
eblip-25311	143	1	scores	score	NOUN
eblip-25311	143	2	were	be	AUX
eblip-25311	143	3	particularly	particularly	ADV
eblip-25311	143	4	high	high	ADJ
eblip-25311	143	5	for	for	ADP
eblip-25311	143	6	“	"	PUNCT
eblip-25311	143	7	greeting	greeting	NOUN
eblip-25311	143	8	”	"	PUNCT
eblip-25311	143	9	and	and	CCONJ
eblip-25311	143	10	“	"	PUNCT
eblip-25311	143	11	referral	referral	NOUN
eblip-25311	143	12	.	.	PUNCT
eblip-25311	143	13	”	"	PUNCT
eblip-25311	144	1	“	"	PUNCT
eblip-25311	144	2	follow	follow	VERB
eblip-25311	144	3	-	-	PUNCT
eblip-25311	144	4	up	up	NOUN
eblip-25311	144	5	”	"	PUNCT
eblip-25311	144	6	was	be	AUX
eblip-25311	144	7	rated	rate	VERB
eblip-25311	144	8	slightly	slightly	ADV
eblip-25311	144	9	less	less	ADV
eblip-25311	144	10	well	well	ADV
eblip-25311	144	11	and	and	CCONJ
eblip-25311	144	12	“	"	PUNCT
eblip-25311	144	13	confirming	confirm	VERB
eblip-25311	144	14	satisfaction	satisfaction	NOUN
eblip-25311	144	15	”	"	PUNCT
eblip-25311	144	16	the	the	DET
eblip-25311	144	17	lowest	low	ADJ
eblip-25311	144	18	.	.	PUNCT
eblip-25311	145	1	for	for	ADP
eblip-25311	145	2	the	the	DET
eblip-25311	145	3	yes	yes	NOUN
eblip-25311	145	4	/	/	SYM
eblip-25311	145	5	no	no	DET
eblip-25311	145	6	questions	question	NOUN
eblip-25311	145	7	,	,	PUNCT
eblip-25311	145	8	shoppers	shopper	NOUN
eblip-25311	145	9	rated	rate	VERB
eblip-25311	145	10	staff	staff	NOUN
eblip-25311	145	11	well	well	ADV
eblip-25311	145	12	for	for	ADP
eblip-25311	145	13	“	"	PUNCT
eblip-25311	145	14	treated	treat	VERB
eblip-25311	145	15	with	with	ADP
eblip-25311	145	16	respect	respect	NOUN
eblip-25311	145	17	”	"	PUNCT
eblip-25311	145	18	and	and	CCONJ
eblip-25311	145	19	“	"	PUNCT
eblip-25311	145	20	avoided	avoid	VERB
eblip-25311	145	21	jargon	jargon	NOUN
eblip-25311	145	22	.	.	PUNCT
eblip-25311	145	23	”	"	PUNCT
eblip-25311	146	1	there	there	PRON
eblip-25311	146	2	were	be	VERB
eblip-25311	146	3	,	,	PUNCT
eblip-25311	146	4	however	however	ADV
eblip-25311	146	5	,	,	PUNCT
eblip-25311	146	6	issues	issue	NOUN
eblip-25311	146	7	with	with	ADP
eblip-25311	146	8	“	"	PUNCT
eblip-25311	146	9	going	go	VERB
eblip-25311	146	10	the	the	DET
eblip-25311	146	11	extra	extra	ADJ
eblip-25311	146	12	mile	mile	NOUN
eblip-25311	146	13	.	.	PUNCT
eblip-25311	146	14	”	"	PUNCT
eblip-25311	147	1	below	below	ADP
eblip-25311	147	2	are	be	AUX
eblip-25311	147	3	overall	overall	ADJ
eblip-25311	147	4	averages	average	NOUN
eblip-25311	147	5	for	for	ADP
eblip-25311	147	6	all	all	DET
eblip-25311	147	7	service	service	NOUN
eblip-25311	147	8	points	point	NOUN
eblip-25311	147	9	and	and	CCONJ
eblip-25311	147	10	types	type	NOUN
eblip-25311	147	11	of	of	ADP
eblip-25311	147	12	service	service	NOUN
eblip-25311	147	13	(	(	PUNCT
eblip-25311	147	14	figures	figure	NOUN
eblip-25311	147	15	1	1	NUM
eblip-25311	147	16	and	and	CCONJ
eblip-25311	147	17	2	2	NUM
eblip-25311	147	18	)	)	PUNCT
eblip-25311	147	19	.	.	PUNCT
eblip-25311	147	20	  	  	SPACE
eblip-25311	148	1	we	we	PRON
eblip-25311	148	2	also	also	ADV
eblip-25311	148	3	compiled	compile	VERB
eblip-25311	148	4	results	result	NOUN
eblip-25311	148	5	for	for	ADP
eblip-25311	148	6	each	each	DET
eblip-25311	148	7	department	department	NOUN
eblip-25311	148	8	broken	break	VERB
eblip-25311	148	9	down	down	ADP
eblip-25311	148	10	by	by	ADP
eblip-25311	148	11	type	type	NOUN
eblip-25311	148	12	of	of	ADP
eblip-25311	148	13	service	service	NOUN
eblip-25311	148	14	(	(	PUNCT
eblip-25311	148	15	figure	figure	NOUN
eblip-25311	148	16	3	3	NUM
eblip-25311	148	17	)	)	PUNCT
eblip-25311	148	18	.	.	PUNCT
eblip-25311	148	19	  	  	SPACE
eblip-25311	149	1	follow	follow	VERB
eblip-25311	149	2	up	up	ADP
eblip-25311	149	3	the	the	DET
eblip-25311	149	4	assessment	assessment	NOUN
eblip-25311	149	5	analyst	analyst	NOUN
eblip-25311	149	6	compiled	compile	VERB
eblip-25311	149	7	the	the	DET
eblip-25311	149	8	results	result	NOUN
eblip-25311	149	9	and	and	CCONJ
eblip-25311	149	10	developed	develop	VERB
eblip-25311	149	11	graphs	graph	NOUN
eblip-25311	149	12	for	for	ADP
eblip-25311	149	13	each	each	DET
eblip-25311	149	14	question	question	NOUN
eblip-25311	149	15	that	that	PRON
eblip-25311	149	16	indicated	indicate	VERB
eblip-25311	149	17	scores	score	NOUN
eblip-25311	149	18	for	for	ADP
eblip-25311	149	19	desk	desk	NOUN
eblip-25311	149	20	,	,	PUNCT
eblip-25311	149	21	phone	phone	NOUN
eblip-25311	149	22	,	,	PUNCT
eblip-25311	149	23	and	and	CCONJ
eblip-25311	149	24	chat	chat	NOUN
eblip-25311	149	25	.	.	PUNCT
eblip-25311	150	1	the	the	DET
eblip-25311	150	2	results	result	NOUN
eblip-25311	150	3	for	for	ADP
eblip-25311	150	4	all	all	DET
eblip-25311	150	5	services	service	NOUN
eblip-25311	150	6	were	be	AUX
eblip-25311	150	7	shared	share	VERB
eblip-25311	150	8	with	with	ADP
eblip-25311	150	9	the	the	DET
eblip-25311	150	10	entire	entire	ADJ
eblip-25311	150	11	staff	staff	NOUN
eblip-25311	150	12	through	through	ADP
eblip-25311	150	13	meetings	meeting	NOUN
eblip-25311	150	14	and	and	CCONJ
eblip-25311	150	15	email	email	NOUN
eblip-25311	150	16	.	.	PUNCT
eblip-25311	151	1	the	the	DET
eblip-25311	151	2	associate	associate	ADJ
eblip-25311	151	3	dean	dean	NOUN
eblip-25311	151	4	shared	share	VERB
eblip-25311	151	5	results	result	NOUN
eblip-25311	151	6	for	for	ADP
eblip-25311	151	7	individual	individual	ADJ
eblip-25311	151	8	departments	department	NOUN
eblip-25311	151	9	with	with	ADP
eblip-25311	151	10	the	the	DET
eblip-25311	151	11	appropriate	appropriate	ADJ
eblip-25311	151	12	department	department	NOUN
eblip-25311	151	13	head	head	NOUN
eblip-25311	151	14	for	for	ADP
eblip-25311	151	15	discussion	discussion	NOUN
eblip-25311	151	16	among	among	ADP
eblip-25311	151	17	their	their	PRON
eblip-25311	151	18	staff	staff	NOUN
eblip-25311	151	19	.	.	PUNCT
eblip-25311	152	1	after	after	ADP
eblip-25311	152	2	examining	examine	VERB
eblip-25311	152	3	the	the	DET
eblip-25311	152	4	results	result	NOUN
eblip-25311	152	5	,	,	PUNCT
eblip-25311	152	6	the	the	DET
eblip-25311	152	7	team	team	NOUN
eblip-25311	152	8	had	have	VERB
eblip-25311	152	9	the	the	DET
eblip-25311	152	10	following	follow	VERB
eblip-25311	152	11	recommendations	recommendation	NOUN
eblip-25311	152	12	:	:	PUNCT
eblip-25311	152	13	  	  	SPACE
eblip-25311	152	14	develop	develop	VERB
eblip-25311	152	15	“	"	PUNCT
eblip-25311	152	16	standards	standard	NOUN
eblip-25311	152	17	of	of	ADP
eblip-25311	152	18	service	service	NOUN
eblip-25311	152	19	”	"	PUNCT
eblip-25311	152	20	that	that	PRON
eblip-25311	152	21	reflect	reflect	VERB
eblip-25311	152	22	the	the	DET
eblip-25311	152	23	customer	customer	NOUN
eblip-25311	152	24	service	service	NOUN
eblip-25311	152	25	values	value	NOUN
eblip-25311	152	26	.	.	PUNCT
eblip-25311	153	1	although	although	SCONJ
eblip-25311	153	2	we	we	PRON
eblip-25311	153	3	had	have	VERB
eblip-25311	153	4	the	the	DET
eblip-25311	153	5	values	value	NOUN
eblip-25311	153	6	we	we	PRON
eblip-25311	153	7	really	really	ADV
eblip-25311	153	8	had	have	VERB
eblip-25311	153	9	no	no	DET
eblip-25311	153	10	specific	specific	ADJ
eblip-25311	153	11	standards	standard	NOUN
eblip-25311	153	12	or	or	CCONJ
eblip-25311	153	13	guidelines	guideline	NOUN
eblip-25311	153	14	for	for	ADP
eblip-25311	153	15	interacting	interact	VERB
eblip-25311	153	16	with	with	ADP
eblip-25311	153	17	staff	staff	NOUN
eblip-25311	153	18	.	.	PUNCT
eblip-25311	154	1	for	for	ADP
eblip-25311	154	2	example	example	NOUN
eblip-25311	154	3	,	,	PUNCT
eblip-25311	154	4	we	we	PRON
eblip-25311	154	5	did	do	AUX
eblip-25311	154	6	not	not	PART
eblip-25311	154	7	have	have	VERB
eblip-25311	154	8	guidelines	guideline	NOUN
eblip-25311	154	9	on	on	ADP
eblip-25311	154	10	how	how	SCONJ
eblip-25311	154	11	to	to	PART
eblip-25311	154	12	greet	greet	VERB
eblip-25311	154	13	patrons	patron	NOUN
eblip-25311	154	14	,	,	PUNCT
eblip-25311	154	15	do	do	VERB
eblip-25311	154	16	a	a	DET
eblip-25311	154	17	referral	referral	NOUN
eblip-25311	154	18	,	,	PUNCT
eblip-25311	154	19	transfer	transfer	VERB
eblip-25311	154	20	a	a	DET
eblip-25311	154	21	phone	phone	NOUN
eblip-25311	154	22	call	call	NOUN
eblip-25311	154	23	to	to	ADP
eblip-25311	154	24	another	another	DET
eblip-25311	154	25	department	department	NOUN
eblip-25311	154	26	,	,	PUNCT
eblip-25311	154	27	or	or	CCONJ
eblip-25311	154	28	best	good	ADJ
eblip-25311	154	29	practices	practice	NOUN
eblip-25311	154	30	for	for	ADP
eblip-25311	154	31	chat	chat	NOUN
eblip-25311	154	32	service	service	NOUN
eblip-25311	154	33	.	.	PUNCT
eblip-25311	155	1	established	establish	VERB
eblip-25311	155	2	standards	standard	NOUN
eblip-25311	155	3	are	be	AUX
eblip-25311	155	4	useful	useful	ADJ
eblip-25311	155	5	to	to	PART
eblip-25311	155	6	train	train	VERB
eblip-25311	155	7	new	new	ADJ
eblip-25311	155	8	staff	staff	NOUN
eblip-25311	155	9	,	,	PUNCT
eblip-25311	155	10	both	both	DET
eblip-25311	155	11	full	full	ADJ
eblip-25311	155	12	-	-	PUNCT
eblip-25311	155	13	time	time	NOUN
eblip-25311	155	14	and	and	CCONJ
eblip-25311	155	15	student	student	NOUN
eblip-25311	155	16	employees	employee	NOUN
eblip-25311	155	17	,	,	PUNCT
eblip-25311	155	18	so	so	SCONJ
eblip-25311	155	19	that	that	SCONJ
eblip-25311	155	20	they	they	PRON
eblip-25311	155	21	know	know	VERB
eblip-25311	155	22	what	what	PRON
eblip-25311	155	23	is	be	AUX
eblip-25311	155	24	expected	expect	VERB
eblip-25311	155	25	of	of	ADP
eblip-25311	155	26	them	they	PRON
eblip-25311	155	27	.	.	PUNCT
eblip-25311	156	1	as	as	SCONJ
eblip-25311	156	2	our	our	PRON
eblip-25311	156	3	public	public	ADJ
eblip-25311	156	4	service	service	NOUN
eblip-25311	156	5	desks	desk	NOUN
eblip-25311	156	6	are	be	AUX
eblip-25311	156	7	staffed	staff	VERB
eblip-25311	156	8	by	by	ADP
eblip-25311	156	9	a	a	DET
eblip-25311	156	10	variety	variety	NOUN
eblip-25311	156	11	of	of	ADP
eblip-25311	156	12	employees	employee	NOUN
eblip-25311	156	13	,	,	PUNCT
eblip-25311	156	14	we	we	PRON
eblip-25311	156	15	determined	determine	VERB
eblip-25311	156	16	it	it	PRON
eblip-25311	156	17	was	be	AUX
eblip-25311	156	18	important	important	ADJ
eblip-25311	156	19	to	to	PART
eblip-25311	156	20	establish	establish	VERB
eblip-25311	156	21	service	service	NOUN
eblip-25311	156	22	standards	standard	NOUN
eblip-25311	156	23	that	that	PRON
eblip-25311	156	24	would	would	AUX
eblip-25311	156	25	be	be	AUX
eblip-25311	156	26	uniform	uniform	ADJ
eblip-25311	156	27	across	across	ADP
eblip-25311	156	28	all	all	DET
eblip-25311	156	29	service	service	NOUN
eblip-25311	156	30	points	point	NOUN
eblip-25311	156	31	to	to	PART
eblip-25311	156	32	ensure	ensure	VERB
eblip-25311	156	33	a	a	DET
eblip-25311	156	34	more	more	ADV
eblip-25311	156	35	consistent	consistent	ADJ
eblip-25311	156	36	experience	experience	NOUN
eblip-25311	156	37	for	for	ADP
eblip-25311	156	38	users	user	NOUN
eblip-25311	156	39	.	.	PUNCT
eblip-25311	157	1	these	these	DET
eblip-25311	157	2	standards	standard	NOUN
eblip-25311	157	3	are	be	AUX
eblip-25311	157	4	based	base	VERB
eblip-25311	157	5	on	on	ADP
eblip-25311	157	6	both	both	PRON
eblip-25311	157	7	industry	industry	NOUN
eblip-25311	157	8	best	good	ADJ
eblip-25311	157	9	practices	practice	NOUN
eblip-25311	157	10	and	and	CCONJ
eblip-25311	157	11	library	library	NOUN
eblip-25311	157	12	staff	staff	NOUN
eblip-25311	157	13	input	input	NOUN
eblip-25311	157	14	.	.	PUNCT
eblip-25311	158	1	they	they	PRON
eblip-25311	158	2	include	include	VERB
eblip-25311	158	3	not	not	PART
eblip-25311	158	4	only	only	ADV
eblip-25311	158	5	procedural	procedural	ADJ
eblip-25311	158	6	guidelines	guideline	NOUN
eblip-25311	158	7	but	but	CCONJ
eblip-25311	158	8	also	also	ADV
eblip-25311	158	9	advice	advice	NOUN
eblip-25311	158	10	on	on	ADP
eblip-25311	158	11	how	how	SCONJ
eblip-25311	158	12	to	to	PART
eblip-25311	158	13	“	"	PUNCT
eblip-25311	158	14	go	go	VERB
eblip-25311	158	15	the	the	DET
eblip-25311	158	16	extra	extra	ADJ
eblip-25311	158	17	mile	mile	NOUN
eblip-25311	158	18	”	"	PUNCT
eblip-25311	158	19	which	which	PRON
eblip-25311	158	20	is	be	AUX
eblip-25311	158	21	subjective	subjective	ADJ
eblip-25311	158	22	in	in	ADP
eblip-25311	158	23	nature	nature	NOUN
eblip-25311	158	24	and	and	CCONJ
eblip-25311	158	25	can	can	AUX
eblip-25311	158	26	be	be	AUX
eblip-25311	158	27	difficult	difficult	ADJ
eblip-25311	158	28	to	to	PART
eblip-25311	158	29	define	define	VERB
eblip-25311	158	30	.	.	PUNCT
eblip-25311	159	1	advice	advice	NOUN
eblip-25311	159	2	here	here	ADV
eblip-25311	159	3	includes	include	VERB
eblip-25311	159	4	“	"	PUNCT
eblip-25311	159	5	walk	walk	VERB
eblip-25311	159	6	a	a	DET
eblip-25311	159	7	patron	patron	NOUN
eblip-25311	159	8	to	to	ADP
eblip-25311	159	9	a	a	DET
eblip-25311	159	10	destination	destination	NOUN
eblip-25311	159	11	rather	rather	ADV
eblip-25311	159	12	pointing	point	VERB
eblip-25311	159	13	them	they	PRON
eblip-25311	159	14	,	,	PUNCT
eblip-25311	159	15	including	include	VERB
eblip-25311	159	16	going	go	VERB
eblip-25311	159	17	to	to	ADP
eblip-25311	159	18	the	the	DET
eblip-25311	159	19	stacks	stack	NOUN
eblip-25311	159	20	”	"	PUNCT
eblip-25311	159	21	,	,	PUNCT
eblip-25311	159	22	“	"	PUNCT
eblip-25311	159	23	feel	feel	VERB
eblip-25311	159	24	empowered	empower	VERB
eblip-25311	159	25	to	to	PART
eblip-25311	159	26	be	be	AUX
eblip-25311	159	27	flexible	flexible	ADJ
eblip-25311	159	28	in	in	ADP
eblip-25311	159	29	order	order	NOUN
eblip-25311	159	30	to	to	PART
eblip-25311	159	31	provide	provide	VERB
eblip-25311	159	32	service	service	NOUN
eblip-25311	159	33	”	"	PUNCT
eblip-25311	159	34	,	,	PUNCT
eblip-25311	159	35	and	and	CCONJ
eblip-25311	159	36	“	"	PUNCT
eblip-25311	159	37	be	be	AUX
eblip-25311	159	38	flexible	flexible	ADJ
eblip-25311	159	39	about	about	ADP
eblip-25311	159	40	staying	stay	VERB
eblip-25311	159	41	after	after	ADP
eblip-25311	159	42	hours	hour	NOUN
eblip-25311	159	43	to	to	PART
eblip-25311	159	44	provide	provide	VERB
eblip-25311	159	45	a	a	DET
eblip-25311	159	46	consultation	consultation	NOUN
eblip-25311	159	47	for	for	ADP
eblip-25311	159	48	a	a	DET
eblip-25311	159	49	student	student	NOUN
eblip-25311	159	50	who	who	PRON
eblip-25311	159	51	works	work	VERB
eblip-25311	159	52	full	full	ADJ
eblip-25311	159	53	time	time	NOUN
eblip-25311	159	54	”	"	PUNCT
eblip-25311	159	55	.	.	PUNCT
eblip-25311	160	1	these	these	DET
eblip-25311	160	2	standards	standard	NOUN
eblip-25311	160	3	are	be	AUX
eblip-25311	160	4	posted	post	VERB
eblip-25311	160	5	on	on	ADP
eblip-25311	160	6	the	the	DET
eblip-25311	160	7	customer	customer	NOUN
eblip-25311	160	8	service	service	NOUN
eblip-25311	160	9	skills	skill	NOUN
eblip-25311	160	10	libguide	libguide	ADV
eblip-25311	160	11	under	under	ADP
eblip-25311	160	12	the	the	DET
eblip-25311	160	13	“	"	PUNCT
eblip-25311	160	14	customer	customer	NOUN
eblip-25311	160	15	service	service	NOUN
eblip-25311	160	16	documents	document	NOUN
eblip-25311	160	17	”	"	PUNCT
eblip-25311	160	18	tab	tab	NOUN
eblip-25311	160	19	(	(	PUNCT
eblip-25311	160	20	uncg	uncg	PROPN
eblip-25311	160	21	university	university	PROPN
eblip-25311	160	22	libraries	library	NOUN
eblip-25311	160	23	,	,	PUNCT
eblip-25311	160	24	2015b	2015b	NUM
eblip-25311	160	25	)	)	PUNCT
eblip-25311	160	26	.	.	PUNCT
eblip-25311	161	1	develop	develop	VERB
eblip-25311	161	2	customer	customer	NOUN
eblip-25311	161	3	service	service	NOUN
eblip-25311	161	4	training	training	NOUN
eblip-25311	161	5	for	for	ADP
eblip-25311	161	6	full	full	ADJ
eblip-25311	161	7	-	-	PUNCT
eblip-25311	161	8	time	time	NOUN
eblip-25311	161	9	library	library	NOUN
eblip-25311	161	10	staff	staff	NOUN
eblip-25311	161	11	that	that	PRON
eblip-25311	161	12	focused	focus	VERB
eblip-25311	161	13	on	on	ADP
eblip-25311	161	14	“	"	PUNCT
eblip-25311	161	15	going	go	VERB
eblip-25311	161	16	the	the	DET
eblip-25311	161	17	extra	extra	ADJ
eblip-25311	161	18	mile	mile	NOUN
eblip-25311	161	19	.	.	PUNCT
eblip-25311	161	20	”	"	PUNCT
eblip-25311	162	1	the	the	DET
eblip-25311	162	2	impetus	impetus	NOUN
eblip-25311	162	3	for	for	ADP
eblip-25311	162	4	this	this	PRON
eblip-25311	162	5	was	be	AUX
eblip-25311	162	6	the	the	DET
eblip-25311	162	7	feedback	feedback	NOUN
eblip-25311	162	8	from	from	ADP
eblip-25311	162	9	users	user	NOUN
eblip-25311	162	10	during	during	ADP
eblip-25311	162	11	the	the	DET
eblip-25311	162	12	libqual	libqual	ADJ
eblip-25311	162	13	+	+	PROPN
eblip-25311	162	14	®	®	NOUN
eblip-25311	162	15	results	result	NOUN
eblip-25311	162	16	.	.	PUNCT
eblip-25311	163	1	while	while	SCONJ
eblip-25311	163	2	the	the	DET
eblip-25311	163	3	phrase	phrase	NOUN
eblip-25311	163	4	“	"	PUNCT
eblip-25311	163	5	going	go	VERB
eblip-25311	163	6	the	the	DET
eblip-25311	163	7	extra	extra	ADJ
eblip-25311	163	8	mile	mile	NOUN
eblip-25311	163	9	”	"	PUNCT
eblip-25311	163	10	is	be	AUX
eblip-25311	163	11	subjective	subjective	ADJ
eblip-25311	163	12	and	and	CCONJ
eblip-25311	163	13	varies	vary	VERB
eblip-25311	163	14	according	accord	VERB
eblip-25311	163	15	to	to	ADP
eblip-25311	163	16	the	the	DET
eblip-25311	163	17	individual	individual	NOUN
eblip-25311	163	18	being	be	AUX
eblip-25311	163	19	asked	ask	VERB
eblip-25311	163	20	,	,	PUNCT
eblip-25311	163	21	we	we	PRON
eblip-25311	163	22	wanted	want	VERB
eblip-25311	163	23	to	to	PART
eblip-25311	163	24	convey	convey	VERB
eblip-25311	163	25	to	to	ADP
eblip-25311	163	26	staff	staff	NOUN
eblip-25311	163	27	members	member	NOUN
eblip-25311	163	28	that	that	PRON
eblip-25311	163	29	being	be	AUX
eblip-25311	163	30	polite	polite	ADJ
eblip-25311	163	31	and	and	CCONJ
eblip-25311	163	32	helpful	helpful	ADJ
eblip-25311	163	33	was	be	AUX
eblip-25311	163	34	not	not	PART
eblip-25311	163	35	enough	enough	ADJ
eblip-25311	163	36	.	.	PUNCT
eblip-25311	164	1	we	we	PRON
eblip-25311	164	2	felt	feel	VERB
eblip-25311	164	3	it	it	PRON
eblip-25311	164	4	was	be	AUX
eblip-25311	164	5	important	important	ADJ
eblip-25311	164	6	for	for	SCONJ
eblip-25311	164	7	all	all	DET
eblip-25311	164	8	staff	staff	NOUN
eblip-25311	164	9	members	member	NOUN
eblip-25311	164	10	to	to	PART
eblip-25311	164	11	ask	ask	VERB
eblip-25311	164	12	enough	enough	ADJ
eblip-25311	164	13	questions	question	NOUN
eblip-25311	164	14	and	and	CCONJ
eblip-25311	164	15	offer	offer	VERB
eblip-25311	164	16	a	a	DET
eblip-25311	164	17	level	level	NOUN
eblip-25311	164	18	of	of	ADP
eblip-25311	164	19	assistance	assistance	NOUN
eblip-25311	164	20	to	to	PART
eblip-25311	164	21	ensure	ensure	VERB
eblip-25311	164	22	that	that	SCONJ
eblip-25311	164	23	all	all	DET
eblip-25311	164	24	user	user	NOUN
eblip-25311	164	25	needs	need	NOUN
eblip-25311	164	26	were	be	AUX
eblip-25311	164	27	being	be	AUX
eblip-25311	164	28	met	meet	VERB
eblip-25311	164	29	.	.	PUNCT
eblip-25311	165	1	because	because	SCONJ
eblip-25311	165	2	that	that	DET
eblip-25311	165	3	question	question	NOUN
eblip-25311	165	4	received	receive	VERB
eblip-25311	165	5	lower	low	ADJ
eblip-25311	165	6	scores	score	NOUN
eblip-25311	165	7	we	we	PRON
eblip-25311	165	8	decided	decide	VERB
eblip-25311	165	9	that	that	SCONJ
eblip-25311	165	10	we	we	PRON
eblip-25311	165	11	needed	need	VERB
eblip-25311	165	12	the	the	DET
eblip-25311	165	13	opportunity	opportunity	NOUN
eblip-25311	165	14	to	to	PART
eblip-25311	165	15	discuss	discuss	VERB
eblip-25311	165	16	what	what	PRON
eblip-25311	165	17	we	we	PRON
eblip-25311	165	18	meant	mean	VERB
eblip-25311	165	19	by	by	ADP
eblip-25311	165	20	going	go	VERB
eblip-25311	165	21	the	the	DET
eblip-25311	165	22	extra	extra	ADJ
eblip-25311	165	23	mile	mile	NOUN
eblip-25311	165	24	and	and	CCONJ
eblip-25311	165	25	how	how	SCONJ
eblip-25311	165	26	we	we	PRON
eblip-25311	165	27	could	could	AUX
eblip-25311	165	28	achieve	achieve	VERB
eblip-25311	165	29	it	it	PRON
eblip-25311	165	30	.	.	PUNCT
eblip-25311	166	1	develop	develop	VERB
eblip-25311	166	2	online	online	ADJ
eblip-25311	166	3	training	training	NOUN
eblip-25311	166	4	for	for	ADP
eblip-25311	166	5	student	student	NOUN
eblip-25311	166	6	employees	employee	NOUN
eblip-25311	166	7	.	.	PUNCT
eblip-25311	167	1	because	because	SCONJ
eblip-25311	167	2	our	our	PRON
eblip-25311	167	3	students	student	NOUN
eblip-25311	167	4	work	work	VERB
eblip-25311	167	5	many	many	ADJ
eblip-25311	167	6	shifts	shift	NOUN
eblip-25311	167	7	in	in	ADP
eblip-25311	167	8	two	two	NUM
eblip-25311	167	9	buildings	building	NOUN
eblip-25311	167	10	it	it	PRON
eblip-25311	167	11	is	be	AUX
eblip-25311	167	12	impossible	impossible	ADJ
eblip-25311	167	13	to	to	PART
eblip-25311	167	14	get	get	VERB
eblip-25311	167	15	them	they	PRON
eblip-25311	167	16	all	all	PRON
eblip-25311	167	17	together	together	ADV
eblip-25311	167	18	for	for	ADP
eblip-25311	167	19	training	training	NOUN
eblip-25311	167	20	.	.	PUNCT
eblip-25311	167	21	  	  	SPACE
eblip-25311	167	22	conduct	conduct	VERB
eblip-25311	167	23	the	the	DET
eblip-25311	167	24	assessment	assessment	NOUN
eblip-25311	167	25	again	again	ADV
eblip-25311	167	26	after	after	ADP
eblip-25311	167	27	training	training	NOUN
eblip-25311	167	28	to	to	PART
eblip-25311	167	29	see	see	VERB
eblip-25311	167	30	if	if	SCONJ
eblip-25311	167	31	there	there	PRON
eblip-25311	167	32	was	be	VERB
eblip-25311	167	33	improvement	improvement	NOUN
eblip-25311	167	34	.	.	PUNCT
eblip-25311	167	35	    	    	SPACE
eblip-25311	167	36	figure	figure	NOUN
eblip-25311	167	37	1	1	NUM
eblip-25311	167	38	results	result	NOUN
eblip-25311	167	39	for	for	ADP
eblip-25311	167	40	the	the	DET
eblip-25311	167	41	“	"	PUNCT
eblip-25311	167	42	four	four	NUM
eblip-25311	167	43	behaviours	behaviour	NOUN
eblip-25311	167	44	”	"	PUNCT
eblip-25311	167	45	questions	question	NOUN
eblip-25311	167	46	.	.	PUNCT
eblip-25311	167	47	  	  	SPACE
eblip-25311	167	48	figure	figure	NOUN
eblip-25311	167	49	2	2	NUM
eblip-25311	167	50	results	result	NOUN
eblip-25311	167	51	for	for	ADP
eblip-25311	167	52	the	the	DET
eblip-25311	167	53	yes	yes	NOUN
eblip-25311	167	54	/	/	SYM
eblip-25311	167	55	no	no	DET
eblip-25311	167	56	questions	question	NOUN
eblip-25311	167	57	.	.	PUNCT
eblip-25311	167	58	  	  	SPACE
eblip-25311	168	1	figure	figure	VERB
eblip-25311	168	2	3	3	NUM
eblip-25311	168	3	results	result	NOUN
eblip-25311	168	4	by	by	ADP
eblip-25311	168	5	type	type	NOUN
eblip-25311	168	6	of	of	ADP
eblip-25311	168	7	service	service	NOUN
eblip-25311	168	8	.	.	PUNCT
eblip-25311	168	9	    	    	SPACE
eblip-25311	169	1	staff	staff	NOUN
eblip-25311	169	2	training	training	NOUN
eblip-25311	169	3	    	    	SPACE
eblip-25311	169	4	training	training	NOUN
eblip-25311	169	5	was	be	AUX
eblip-25311	169	6	provided	provide	VERB
eblip-25311	169	7	for	for	ADP
eblip-25311	169	8	all	all	DET
eblip-25311	169	9	library	library	ADJ
eblip-25311	169	10	staff	staff	NOUN
eblip-25311	169	11	members	member	NOUN
eblip-25311	169	12	including	include	VERB
eblip-25311	169	13	those	those	PRON
eblip-25311	169	14	that	that	PRON
eblip-25311	169	15	did	do	AUX
eblip-25311	169	16	not	not	PART
eblip-25311	169	17	have	have	VERB
eblip-25311	169	18	contact	contact	NOUN
eblip-25311	169	19	with	with	ADP
eblip-25311	169	20	the	the	DET
eblip-25311	169	21	public	public	NOUN
eblip-25311	169	22	.	.	PUNCT
eblip-25311	170	1	we	we	PRON
eblip-25311	170	2	wanted	want	VERB
eblip-25311	170	3	to	to	PART
eblip-25311	170	4	ensure	ensure	VERB
eblip-25311	170	5	that	that	SCONJ
eblip-25311	170	6	the	the	DET
eblip-25311	170	7	customer	customer	NOUN
eblip-25311	170	8	service	service	NOUN
eblip-25311	170	9	values	value	NOUN
eblip-25311	170	10	we	we	PRON
eblip-25311	170	11	wanted	want	VERB
eblip-25311	170	12	to	to	PART
eblip-25311	170	13	impart	impart	VERB
eblip-25311	170	14	within	within	ADP
eblip-25311	170	15	the	the	DET
eblip-25311	170	16	library	library	NOUN
eblip-25311	170	17	were	be	AUX
eblip-25311	170	18	given	give	VERB
eblip-25311	170	19	to	to	ADP
eblip-25311	170	20	staff	staff	NOUN
eblip-25311	170	21	members	member	NOUN
eblip-25311	170	22	that	that	PRON
eblip-25311	170	23	provided	provide	VERB
eblip-25311	170	24	internal	internal	ADJ
eblip-25311	170	25	service	service	NOUN
eblip-25311	170	26	,	,	PUNCT
eblip-25311	170	27	not	not	PART
eblip-25311	170	28	just	just	ADV
eblip-25311	170	29	given	give	VERB
eblip-25311	170	30	to	to	ADP
eblip-25311	170	31	those	those	PRON
eblip-25311	170	32	who	who	PRON
eblip-25311	170	33	work	work	VERB
eblip-25311	170	34	at	at	ADP
eblip-25311	170	35	public	public	ADJ
eblip-25311	170	36	services	service	NOUN
eblip-25311	170	37	desks	desk	NOUN
eblip-25311	170	38	.	.	PUNCT
eblip-25311	170	39	    	    	SPACE
eblip-25311	171	1	we	we	PRON
eblip-25311	171	2	conducted	conduct	VERB
eblip-25311	171	3	six	six	NUM
eblip-25311	171	4	sessions	session	NOUN
eblip-25311	171	5	(	(	PUNCT
eblip-25311	171	6	4	4	NUM
eblip-25311	171	7	hours	hour	NOUN
eblip-25311	171	8	each	each	PRON
eblip-25311	171	9	,	,	PUNCT
eblip-25311	171	10	with	with	ADP
eblip-25311	171	11	breaks	break	NOUN
eblip-25311	171	12	)	)	PUNCT
eblip-25311	171	13	and	and	CCONJ
eblip-25311	171	14	extended	extend	VERB
eblip-25311	171	15	an	an	DET
eblip-25311	171	16	offer	offer	NOUN
eblip-25311	171	17	to	to	PART
eblip-25311	171	18	attend	attend	VERB
eblip-25311	171	19	training	training	NOUN
eblip-25311	171	20	to	to	ADP
eblip-25311	171	21	the	the	DET
eblip-25311	171	22	managers	manager	NOUN
eblip-25311	171	23	of	of	ADP
eblip-25311	171	24	the	the	DET
eblip-25311	171	25	computer	computer	NOUN
eblip-25311	171	26	labs	lab	NOUN
eblip-25311	171	27	,	,	PUNCT
eblip-25311	171	28	which	which	PRON
eblip-25311	171	29	are	be	AUX
eblip-25311	171	30	housed	house	VERB
eblip-25311	171	31	in	in	ADP
eblip-25311	171	32	the	the	DET
eblip-25311	171	33	library	library	NOUN
eblip-25311	171	34	but	but	CCONJ
eblip-25311	171	35	are	be	AUX
eblip-25311	171	36	not	not	PART
eblip-25311	171	37	under	under	ADP
eblip-25311	171	38	the	the	DET
eblip-25311	171	39	organizational	organizational	ADJ
eblip-25311	171	40	control	control	NOUN
eblip-25311	171	41	of	of	ADP
eblip-25311	171	42	the	the	DET
eblip-25311	171	43	library	library	NOUN
eblip-25311	171	44	.	.	PUNCT
eblip-25311	172	1	because	because	SCONJ
eblip-25311	172	2	the	the	DET
eblip-25311	172	3	lab	lab	NOUN
eblip-25311	172	4	is	be	AUX
eblip-25311	172	5	located	locate	VERB
eblip-25311	172	6	in	in	ADP
eblip-25311	172	7	the	the	DET
eblip-25311	172	8	library	library	NOUN
eblip-25311	172	9	,	,	PUNCT
eblip-25311	172	10	students	student	NOUN
eblip-25311	172	11	often	often	ADV
eblip-25311	172	12	make	make	VERB
eblip-25311	172	13	an	an	DET
eblip-25311	172	14	incorrect	incorrect	ADJ
eblip-25311	172	15	connection	connection	NOUN
eblip-25311	172	16	between	between	ADP
eblip-25311	172	17	the	the	DET
eblip-25311	172	18	computing	computing	NOUN
eblip-25311	172	19	lab	lab	NOUN
eblip-25311	172	20	staff	staff	NOUN
eblip-25311	172	21	and	and	CCONJ
eblip-25311	172	22	the	the	DET
eblip-25311	172	23	library	library	NOUN
eblip-25311	172	24	staff	staff	NOUN
eblip-25311	172	25	.	.	PUNCT
eblip-25311	173	1	the	the	DET
eblip-25311	173	2	managers	manager	NOUN
eblip-25311	173	3	of	of	ADP
eblip-25311	173	4	the	the	DET
eblip-25311	173	5	computer	computer	NOUN
eblip-25311	173	6	labs	lab	NOUN
eblip-25311	173	7	were	be	AUX
eblip-25311	173	8	unable	unable	ADJ
eblip-25311	173	9	to	to	PART
eblip-25311	173	10	attend	attend	VERB
eblip-25311	173	11	,	,	PUNCT
eblip-25311	173	12	however	however	ADV
eblip-25311	173	13	.	.	PUNCT
eblip-25311	174	1	sessions	session	NOUN
eblip-25311	174	2	were	be	AUX
eblip-25311	174	3	staggered	stagger	VERB
eblip-25311	174	4	so	so	SCONJ
eblip-25311	174	5	that	that	SCONJ
eblip-25311	174	6	those	those	DET
eblip-25311	174	7	staff	staff	NOUN
eblip-25311	174	8	members	member	NOUN
eblip-25311	174	9	that	that	PRON
eblip-25311	174	10	work	work	VERB
eblip-25311	174	11	during	during	ADP
eblip-25311	174	12	evening	evening	NOUN
eblip-25311	174	13	hours	hour	NOUN
eblip-25311	174	14	were	be	AUX
eblip-25311	174	15	able	able	ADJ
eblip-25311	174	16	to	to	PART
eblip-25311	174	17	attend	attend	VERB
eblip-25311	174	18	.	.	PUNCT
eblip-25311	175	1	all	all	DET
eblip-25311	175	2	employees	employee	NOUN
eblip-25311	175	3	of	of	ADP
eblip-25311	175	4	the	the	DET
eblip-25311	175	5	library	library	NOUN
eblip-25311	175	6	,	,	PUNCT
eblip-25311	175	7	with	with	ADP
eblip-25311	175	8	the	the	DET
eblip-25311	175	9	exception	exception	NOUN
eblip-25311	175	10	of	of	ADP
eblip-25311	175	11	the	the	DET
eblip-25311	175	12	dean	dean	NOUN
eblip-25311	175	13	and	and	CCONJ
eblip-25311	175	14	the	the	DET
eblip-25311	175	15	assistant	assistant	ADJ
eblip-25311	175	16	deans	dean	NOUN
eblip-25311	175	17	,	,	PUNCT
eblip-25311	175	18	were	be	AUX
eblip-25311	175	19	required	require	VERB
eblip-25311	175	20	to	to	PART
eblip-25311	175	21	attend	attend	VERB
eblip-25311	175	22	the	the	DET
eblip-25311	175	23	sessions	session	NOUN
eblip-25311	175	24	.	.	PUNCT
eblip-25311	176	1	approximately	approximately	ADV
eblip-25311	176	2	90	90	NUM
eblip-25311	176	3	%	%	NOUN
eblip-25311	176	4	of	of	ADP
eblip-25311	176	5	the	the	DET
eblip-25311	176	6	staff	staff	NOUN
eblip-25311	176	7	,	,	PUNCT
eblip-25311	176	8	including	include	VERB
eblip-25311	176	9	library	library	NOUN
eblip-25311	176	10	faculty	faculty	NOUN
eblip-25311	176	11	completed	complete	VERB
eblip-25311	176	12	the	the	DET
eblip-25311	176	13	training	training	NOUN
eblip-25311	176	14	.	.	PUNCT
eblip-25311	176	15	    	    	SPACE
eblip-25311	177	1	the	the	DET
eblip-25311	177	2	training	training	NOUN
eblip-25311	177	3	design	design	NOUN
eblip-25311	177	4	was	be	AUX
eblip-25311	177	5	done	do	VERB
eblip-25311	177	6	by	by	ADP
eblip-25311	177	7	the	the	DET
eblip-25311	177	8	human	human	ADJ
eblip-25311	177	9	resources	resource	NOUN
eblip-25311	177	10	librarian	librarian	NOUN
eblip-25311	177	11	.	.	PUNCT
eblip-25311	178	1	she	she	PRON
eblip-25311	178	2	also	also	ADV
eblip-25311	178	3	conducted	conduct	VERB
eblip-25311	178	4	the	the	DET
eblip-25311	178	5	training	training	NOUN
eblip-25311	178	6	sessions	session	NOUN
eblip-25311	178	7	,	,	PUNCT
eblip-25311	178	8	and	and	CCONJ
eblip-25311	178	9	developed	develop	VERB
eblip-25311	178	10	a	a	DET
eblip-25311	178	11	workbook	workbook	NOUN
eblip-25311	178	12	to	to	PART
eblip-25311	178	13	use	use	VERB
eblip-25311	178	14	in	in	ADP
eblip-25311	178	15	the	the	DET
eblip-25311	178	16	training	training	NOUN
eblip-25311	178	17	sessions	session	NOUN
eblip-25311	178	18	.	.	PUNCT
eblip-25311	179	1	the	the	DET
eblip-25311	179	2	program	program	NOUN
eblip-25311	179	3	design	design	NOUN
eblip-25311	179	4	focused	focus	VERB
eblip-25311	179	5	on	on	ADP
eblip-25311	179	6	“	"	PUNCT
eblip-25311	179	7	going	go	VERB
eblip-25311	179	8	the	the	DET
eblip-25311	179	9	extra	extra	ADJ
eblip-25311	179	10	mile	mile	NOUN
eblip-25311	179	11	”	"	PUNCT
eblip-25311	179	12	which	which	PRON
eblip-25311	179	13	the	the	DET
eblip-25311	179	14	team	team	NOUN
eblip-25311	179	15	felt	feel	VERB
eblip-25311	179	16	would	would	AUX
eblip-25311	179	17	allow	allow	VERB
eblip-25311	179	18	the	the	DET
eblip-25311	179	19	staff	staff	NOUN
eblip-25311	179	20	not	not	PART
eblip-25311	179	21	to	to	PART
eblip-25311	179	22	feel	feel	VERB
eblip-25311	179	23	the	the	DET
eblip-25311	179	24	training	training	NOUN
eblip-25311	179	25	was	be	AUX
eblip-25311	179	26	remedial	remedial	ADJ
eblip-25311	179	27	in	in	ADP
eblip-25311	179	28	nature	nature	NOUN
eblip-25311	179	29	or	or	CCONJ
eblip-25311	179	30	was	be	AUX
eblip-25311	179	31	being	be	AUX
eblip-25311	179	32	used	use	VERB
eblip-25311	179	33	as	as	ADP
eblip-25311	179	34	a	a	DET
eblip-25311	179	35	punitive	punitive	ADJ
eblip-25311	179	36	measure	measure	NOUN
eblip-25311	179	37	.	.	PUNCT
eblip-25311	180	1	the	the	DET
eblip-25311	180	2	emphasis	emphasis	NOUN
eblip-25311	180	3	in	in	ADP
eblip-25311	180	4	the	the	DET
eblip-25311	180	5	program	program	NOUN
eblip-25311	180	6	design	design	NOUN
eblip-25311	180	7	was	be	AUX
eblip-25311	180	8	to	to	PART
eblip-25311	180	9	improve	improve	VERB
eblip-25311	180	10	customer	customer	NOUN
eblip-25311	180	11	service	service	NOUN
eblip-25311	180	12	and	and	CCONJ
eblip-25311	180	13	eliminate	eliminate	VERB
eblip-25311	180	14	the	the	DET
eblip-25311	180	15	feeling	feeling	NOUN
eblip-25311	180	16	by	by	ADP
eblip-25311	180	17	patrons	patron	NOUN
eblip-25311	180	18	that	that	SCONJ
eblip-25311	180	19	they	they	PRON
eblip-25311	180	20	were	be	AUX
eblip-25311	180	21	not	not	PART
eblip-25311	180	22	being	be	AUX
eblip-25311	180	23	treated	treat	VERB
eblip-25311	180	24	respectfully	respectfully	ADV
eblip-25311	180	25	.	.	PUNCT
eblip-25311	181	1	we	we	PRON
eblip-25311	181	2	were	be	AUX
eblip-25311	181	3	careful	careful	ADJ
eblip-25311	181	4	to	to	PART
eblip-25311	181	5	point	point	VERB
eblip-25311	181	6	out	out	ADP
eblip-25311	181	7	that	that	SCONJ
eblip-25311	181	8	the	the	DET
eblip-25311	181	9	libqual+	libqual+	NOUN
eblip-25311	181	10	®	®	NOUN
eblip-25311	181	11	scores	score	NOUN
eblip-25311	181	12	reflected	reflect	VERB
eblip-25311	181	13	that	that	SCONJ
eblip-25311	181	14	good	good	ADJ
eblip-25311	181	15	customer	customer	NOUN
eblip-25311	181	16	service	service	NOUN
eblip-25311	181	17	was	be	AUX
eblip-25311	181	18	being	be	AUX
eblip-25311	181	19	provided	provide	VERB
eblip-25311	181	20	.	.	PUNCT
eblip-25311	182	1	we	we	PRON
eblip-25311	182	2	let	let	VERB
eblip-25311	182	3	the	the	DET
eblip-25311	182	4	staff	staff	NOUN
eblip-25311	182	5	know	know	VERB
eblip-25311	182	6	that	that	SCONJ
eblip-25311	182	7	the	the	DET
eblip-25311	182	8	libqual+	libqual+	ADP
eblip-25311	182	9	®	®	NOUN
eblip-25311	182	10	qualitative	qualitative	ADJ
eblip-25311	182	11	data	datum	NOUN
eblip-25311	182	12	included	include	VERB
eblip-25311	182	13	comments	comment	NOUN
eblip-25311	182	14	which	which	PRON
eblip-25311	182	15	said	say	VERB
eblip-25311	182	16	some	some	DET
eblip-25311	182	17	respondents	respondent	NOUN
eblip-25311	182	18	did	do	AUX
eblip-25311	182	19	not	not	PART
eblip-25311	182	20	feel	feel	VERB
eblip-25311	182	21	the	the	DET
eblip-25311	182	22	customer	customer	NOUN
eblip-25311	182	23	service	service	NOUN
eblip-25311	182	24	being	be	AUX
eblip-25311	182	25	provided	provide	VERB
eblip-25311	182	26	went	go	VERB
eblip-25311	182	27	far	far	ADV
eblip-25311	182	28	enough	enough	ADV
eblip-25311	182	29	;	;	PUNCT
eblip-25311	182	30	it	it	PRON
eblip-25311	182	31	did	do	AUX
eblip-25311	182	32	not	not	PART
eblip-25311	182	33	“	"	PUNCT
eblip-25311	182	34	go	go	VERB
eblip-25311	182	35	the	the	DET
eblip-25311	182	36	extra	extra	ADJ
eblip-25311	182	37	mile	mile	NOUN
eblip-25311	182	38	.	.	PUNCT
eblip-25311	182	39	”	"	PUNCT
eblip-25311	182	40	    	    	SPACE
eblip-25311	182	41	although	although	SCONJ
eblip-25311	182	42	not	not	PART
eblip-25311	182	43	planned	plan	VERB
eblip-25311	182	44	,	,	PUNCT
eblip-25311	182	45	the	the	DET
eblip-25311	182	46	training	training	NOUN
eblip-25311	182	47	sessions	session	NOUN
eblip-25311	182	48	gave	give	VERB
eblip-25311	182	49	some	some	DET
eblip-25311	182	50	staff	staff	NOUN
eblip-25311	182	51	members	member	NOUN
eblip-25311	182	52	new	new	ADJ
eblip-25311	182	53	information	information	NOUN
eblip-25311	182	54	about	about	ADP
eblip-25311	182	55	some	some	PRON
eblip-25311	182	56	of	of	ADP
eblip-25311	182	57	the	the	DET
eblip-25311	182	58	services	service	NOUN
eblip-25311	182	59	offered	offer	VERB
eblip-25311	182	60	within	within	ADP
eblip-25311	182	61	the	the	DET
eblip-25311	182	62	library	library	NOUN
eblip-25311	182	63	;	;	PUNCT
eblip-25311	182	64	staff	staff	NOUN
eblip-25311	182	65	members	member	NOUN
eblip-25311	182	66	who	who	PRON
eblip-25311	182	67	are	be	AUX
eblip-25311	182	68	considered	consider	VERB
eblip-25311	182	69	to	to	PART
eblip-25311	182	70	be	be	AUX
eblip-25311	182	71	internal	internal	ADJ
eblip-25311	182	72	service	service	NOUN
eblip-25311	182	73	providers	provider	NOUN
eblip-25311	182	74	found	find	VERB
eblip-25311	182	75	the	the	DET
eblip-25311	182	76	information	information	NOUN
eblip-25311	182	77	to	to	PART
eblip-25311	182	78	be	be	AUX
eblip-25311	182	79	extremely	extremely	ADV
eblip-25311	182	80	beneficial	beneficial	ADJ
eblip-25311	182	81	.	.	PUNCT
eblip-25311	183	1	the	the	DET
eblip-25311	183	2	libraries	library	NOUN
eblip-25311	183	3	’	'	PUNCT
eblip-25311	183	4	customer	customer	NOUN
eblip-25311	183	5	service	service	NOUN
eblip-25311	183	6	values	value	NOUN
eblip-25311	183	7	were	be	AUX
eblip-25311	183	8	updated	update	VERB
eblip-25311	183	9	based	base	VERB
eblip-25311	183	10	on	on	ADP
eblip-25311	183	11	staff	staff	NOUN
eblip-25311	183	12	suggestions	suggestion	NOUN
eblip-25311	183	13	.	.	PUNCT
eblip-25311	183	14	     	     	SPACE
eblip-25311	183	15	student	student	NOUN
eblip-25311	183	16	training	training	NOUN
eblip-25311	183	17	as	as	SCONJ
eblip-25311	183	18	mentioned	mention	VERB
eblip-25311	183	19	above	above	ADV
eblip-25311	183	20	we	we	PRON
eblip-25311	183	21	determined	determine	VERB
eblip-25311	183	22	that	that	SCONJ
eblip-25311	183	23	online	online	ADJ
eblip-25311	183	24	training	training	NOUN
eblip-25311	183	25	was	be	AUX
eblip-25311	183	26	best	good	ADJ
eblip-25311	183	27	for	for	ADP
eblip-25311	183	28	our	our	PRON
eblip-25311	183	29	student	student	NOUN
eblip-25311	183	30	employees	employee	NOUN
eblip-25311	183	31	.	.	PUNCT
eblip-25311	184	1	the	the	DET
eblip-25311	184	2	libraries	library	NOUN
eblip-25311	184	3	place	place	VERB
eblip-25311	184	4	great	great	ADJ
eblip-25311	184	5	emphasis	emphasis	NOUN
eblip-25311	184	6	on	on	ADP
eblip-25311	184	7	providing	provide	VERB
eblip-25311	184	8	our	our	PRON
eblip-25311	184	9	students	student	NOUN
eblip-25311	184	10	with	with	ADP
eblip-25311	184	11	the	the	DET
eblip-25311	184	12	opportunity	opportunity	NOUN
eblip-25311	184	13	to	to	PART
eblip-25311	184	14	gain	gain	VERB
eblip-25311	184	15	skills	skill	NOUN
eblip-25311	184	16	they	they	PRON
eblip-25311	184	17	can	can	AUX
eblip-25311	184	18	use	use	VERB
eblip-25311	184	19	in	in	ADP
eblip-25311	184	20	the	the	DET
eblip-25311	184	21	future	future	NOUN
eblip-25311	184	22	regardless	regardless	ADV
eblip-25311	184	23	of	of	ADP
eblip-25311	184	24	what	what	DET
eblip-25311	184	25	profession	profession	NOUN
eblip-25311	184	26	they	they	PRON
eblip-25311	184	27	chose	choose	VERB
eblip-25311	184	28	.	.	PUNCT
eblip-25311	185	1	the	the	DET
eblip-25311	185	2	distance	distance	NOUN
eblip-25311	185	3	education	education	NOUN
eblip-25311	185	4	librarian	librarian	NOUN
eblip-25311	185	5	and	and	CCONJ
eblip-25311	185	6	a	a	DET
eblip-25311	185	7	library	library	NOUN
eblip-25311	185	8	and	and	CCONJ
eblip-25311	185	9	information	information	NOUN
eblip-25311	185	10	studies	study	NOUN
eblip-25311	185	11	(	(	PUNCT
eblip-25311	185	12	lis	li	NOUN
eblip-25311	185	13	)	)	PUNCT
eblip-25311	185	14	practicum	practicum	NOUN
eblip-25311	185	15	student	student	NOUN
eblip-25311	185	16	spent	spend	VERB
eblip-25311	185	17	a	a	DET
eblip-25311	185	18	semester	semester	NOUN
eblip-25311	185	19	developing	develop	VERB
eblip-25311	185	20	customer	customer	NOUN
eblip-25311	185	21	service	service	NOUN
eblip-25311	185	22	videos	video	NOUN
eblip-25311	185	23	around	around	ADP
eblip-25311	185	24	the	the	DET
eblip-25311	185	25	standards	standard	NOUN
eblip-25311	185	26	.	.	PUNCT
eblip-25311	186	1	these	these	PRON
eblip-25311	186	2	include	include	VERB
eblip-25311	186	3	basic	basic	ADJ
eblip-25311	186	4	skills	skill	NOUN
eblip-25311	186	5	such	such	ADJ
eblip-25311	186	6	as	as	ADP
eblip-25311	186	7	approachability	approachability	NOUN
eblip-25311	186	8	,	,	PUNCT
eblip-25311	186	9	the	the	DET
eblip-25311	186	10	reference	reference	NOUN
eblip-25311	186	11	interview	interview	NOUN
eblip-25311	186	12	,	,	PUNCT
eblip-25311	186	13	telephone	telephone	NOUN
eblip-25311	186	14	etiquette	etiquette	NOUN
eblip-25311	186	15	,	,	PUNCT
eblip-25311	186	16	referrals	referral	NOUN
eblip-25311	186	17	and	and	CCONJ
eblip-25311	186	18	handling	handle	VERB
eblip-25311	186	19	a	a	DET
eblip-25311	186	20	line	line	NOUN
eblip-25311	186	21	of	of	ADP
eblip-25311	186	22	customers	customer	NOUN
eblip-25311	186	23	.	.	PUNCT
eblip-25311	187	1	additional	additional	ADJ
eblip-25311	187	2	videos	video	NOUN
eblip-25311	187	3	provide	provide	VERB
eblip-25311	187	4	tips	tip	NOUN
eblip-25311	187	5	for	for	ADP
eblip-25311	187	6	dealing	deal	VERB
eblip-25311	187	7	with	with	ADP
eblip-25311	187	8	angry	angry	ADJ
eblip-25311	187	9	customers	customer	NOUN
eblip-25311	187	10	.	.	PUNCT
eblip-25311	188	1	we	we	PRON
eblip-25311	188	2	used	use	VERB
eblip-25311	188	3	students	student	NOUN
eblip-25311	188	4	in	in	ADP
eblip-25311	188	5	the	the	DET
eblip-25311	188	6	videos	video	NOUN
eblip-25311	188	7	and	and	CCONJ
eblip-25311	188	8	made	make	VERB
eblip-25311	188	9	them	they	PRON
eblip-25311	188	10	upbeat	upbeat	ADJ
eblip-25311	188	11	and	and	CCONJ
eblip-25311	188	12	humorous	humorous	ADJ
eblip-25311	188	13	so	so	SCONJ
eblip-25311	188	14	that	that	SCONJ
eblip-25311	188	15	they	they	PRON
eblip-25311	188	16	would	would	AUX
eblip-25311	188	17	appeal	appeal	VERB
eblip-25311	188	18	to	to	ADP
eblip-25311	188	19	our	our	PRON
eblip-25311	188	20	employees	employee	NOUN
eblip-25311	188	21	.	.	PUNCT
eblip-25311	189	1	libraries	libraries	AUX
eblip-25311	189	2	’	'	PUNCT
eblip-25311	189	3	documents	document	NOUN
eblip-25311	189	4	such	such	ADJ
eblip-25311	189	5	as	as	ADP
eblip-25311	189	6	the	the	DET
eblip-25311	189	7	customer	customer	NOUN
eblip-25311	189	8	service	service	NOUN
eblip-25311	189	9	values	value	NOUN
eblip-25311	189	10	and	and	CCONJ
eblip-25311	189	11	standards	standard	NOUN
eblip-25311	189	12	are	be	AUX
eblip-25311	189	13	included	include	VERB
eblip-25311	189	14	as	as	ADV
eblip-25311	189	15	well	well	ADV
eblip-25311	189	16	.	.	PUNCT
eblip-25311	190	1	the	the	DET
eblip-25311	190	2	videos	video	NOUN
eblip-25311	190	3	and	and	CCONJ
eblip-25311	190	4	documents	document	NOUN
eblip-25311	190	5	were	be	AUX
eblip-25311	190	6	organized	organize	VERB
eblip-25311	190	7	into	into	ADP
eblip-25311	190	8	a	a	DET
eblip-25311	190	9	libguide	libguide	NOUN
eblip-25311	190	10	for	for	ADP
eblip-25311	190	11	easy	easy	ADJ
eblip-25311	190	12	access	access	NOUN
eblip-25311	190	13	and	and	CCONJ
eblip-25311	190	14	editing	edit	VERB
eblip-25311	190	15	(	(	PUNCT
eblip-25311	190	16	uncg	uncg	PROPN
eblip-25311	190	17	university	university	PROPN
eblip-25311	190	18	libraries	library	NOUN
eblip-25311	190	19	,	,	PUNCT
eblip-25311	190	20	2015b	2015b	NUM
eblip-25311	190	21	)	)	PUNCT
eblip-25311	190	22	.	.	PUNCT
eblip-25311	191	1	once	once	ADV
eblip-25311	191	2	the	the	DET
eblip-25311	191	3	libguide	libguide	NOUN
eblip-25311	191	4	was	be	AUX
eblip-25311	191	5	completed	complete	VERB
eblip-25311	191	6	,	,	PUNCT
eblip-25311	191	7	student	student	NOUN
eblip-25311	191	8	supervisors	supervisor	NOUN
eblip-25311	191	9	asked	ask	VERB
eblip-25311	191	10	to	to	PART
eblip-25311	191	11	include	include	VERB
eblip-25311	191	12	videos	video	NOUN
eblip-25311	191	13	on	on	ADP
eblip-25311	191	14	general	general	ADJ
eblip-25311	191	15	basic	basic	ADJ
eblip-25311	191	16	success	success	NOUN
eblip-25311	191	17	skills	skill	NOUN
eblip-25311	191	18	such	such	ADJ
eblip-25311	191	19	as	as	ADP
eblip-25311	191	20	attitude	attitude	NOUN
eblip-25311	191	21	,	,	PUNCT
eblip-25311	191	22	attire	attire	NOUN
eblip-25311	191	23	,	,	PUNCT
eblip-25311	191	24	and	and	CCONJ
eblip-25311	191	25	professional	professional	ADJ
eblip-25311	191	26	image	image	NOUN
eblip-25311	191	27	.	.	PUNCT
eblip-25311	192	1	for	for	ADP
eblip-25311	192	2	these	these	DET
eblip-25311	192	3	segments	segment	NOUN
eblip-25311	192	4	we	we	PRON
eblip-25311	192	5	pulled	pull	VERB
eblip-25311	192	6	videos	video	NOUN
eblip-25311	192	7	from	from	ADP
eblip-25311	192	8	our	our	PRON
eblip-25311	192	9	films	film	NOUN
eblip-25311	192	10	on	on	ADP
eblip-25311	192	11	demand	demand	NOUN
eblip-25311	192	12	subscription	subscription	NOUN
eblip-25311	192	13	.	.	PUNCT
eblip-25311	193	1	student	student	NOUN
eblip-25311	193	2	supervisors	supervisor	NOUN
eblip-25311	193	3	were	be	AUX
eblip-25311	193	4	asked	ask	VERB
eblip-25311	193	5	to	to	PART
eblip-25311	193	6	require	require	VERB
eblip-25311	193	7	employees	employee	NOUN
eblip-25311	193	8	to	to	PART
eblip-25311	193	9	view	view	VERB
eblip-25311	193	10	the	the	DET
eblip-25311	193	11	videos	video	NOUN
eblip-25311	193	12	and	and	CCONJ
eblip-25311	193	13	make	make	VERB
eblip-25311	193	14	comments	comment	NOUN
eblip-25311	193	15	to	to	PART
eblip-25311	193	16	indicate	indicate	VERB
eblip-25311	193	17	they	they	PRON
eblip-25311	193	18	had	have	AUX
eblip-25311	193	19	completed	complete	VERB
eblip-25311	193	20	them	they	PRON
eblip-25311	193	21	.	.	PUNCT
eblip-25311	194	1	some	some	DET
eblip-25311	194	2	comments	comment	NOUN
eblip-25311	194	3	from	from	ADP
eblip-25311	194	4	students	student	NOUN
eblip-25311	194	5	include	include	VERB
eblip-25311	194	6	:	:	PUNCT
eblip-25311	194	7	  	  	SPACE
eblip-25311	194	8	“	"	PUNCT
eblip-25311	194	9	these	these	DET
eblip-25311	194	10	skills	skill	NOUN
eblip-25311	194	11	seem	seem	VERB
eblip-25311	194	12	like	like	ADP
eblip-25311	194	13	common	common	ADJ
eblip-25311	194	14	sense	sense	NOUN
eblip-25311	194	15	,	,	PUNCT
eblip-25311	194	16	but	but	CCONJ
eblip-25311	194	17	it	it	PRON
eblip-25311	194	18	's	be	AUX
eblip-25311	194	19	amazing	amazing	ADJ
eblip-25311	194	20	how	how	SCONJ
eblip-25311	194	21	many	many	ADJ
eblip-25311	194	22	people	people	NOUN
eblip-25311	194	23	you	you	PRON
eblip-25311	194	24	see	see	VERB
eblip-25311	194	25	that	that	PRON
eblip-25311	194	26	do	do	AUX
eblip-25311	194	27	n't	not	PART
eblip-25311	194	28	follow	follow	VERB
eblip-25311	194	29	it	it	PRON
eblip-25311	194	30	.	.	PUNCT
eblip-25311	195	1	you	you	PRON
eblip-25311	195	2	should	should	AUX
eblip-25311	195	3	send	send	VERB
eblip-25311	195	4	this	this	DET
eblip-25311	195	5	video	video	NOUN
eblip-25311	195	6	to	to	ADP
eblip-25311	195	7	the	the	DET
eblip-25311	195	8	workers	worker	NOUN
eblip-25311	195	9	in	in	ADP
eblip-25311	195	10	subway	subway	NOUN
eblip-25311	195	11	.	.	PUNCT
eblip-25311	195	12	”	"	PUNCT
eblip-25311	196	1	“	"	PUNCT
eblip-25311	196	2	i	i	PRON
eblip-25311	196	3	easily	easily	ADV
eblip-25311	196	4	get	get	VERB
eblip-25311	196	5	flustered	fluster	VERB
eblip-25311	196	6	when	when	SCONJ
eblip-25311	196	7	a	a	DET
eblip-25311	196	8	person	person	NOUN
eblip-25311	196	9	is	be	AUX
eblip-25311	196	10	frustrated	frustrate	VERB
eblip-25311	196	11	at	at	ADP
eblip-25311	196	12	me	i	PRON
eblip-25311	196	13	,	,	PUNCT
eblip-25311	196	14	however	however	ADV
eblip-25311	196	15	this	this	DET
eblip-25311	196	16	video	video	NOUN
eblip-25311	196	17	taught	teach	VERB
eblip-25311	196	18	me	i	PRON
eblip-25311	196	19	how	how	SCONJ
eblip-25311	196	20	to	to	PART
eblip-25311	196	21	properly	properly	ADV
eblip-25311	196	22	handle	handle	VERB
eblip-25311	196	23	the	the	DET
eblip-25311	196	24	situation	situation	NOUN
eblip-25311	196	25	and	and	CCONJ
eblip-25311	196	26	remain	remain	VERB
eblip-25311	196	27	calm	calm	ADJ
eblip-25311	196	28	and	and	CCONJ
eblip-25311	196	29	respectful	respectful	ADJ
eblip-25311	196	30	”	"	PUNCT
eblip-25311	196	31	i	i	PRON
eblip-25311	196	32	’ve	’ve	AUX
eblip-25311	196	33	never	never	ADV
eblip-25311	196	34	thought	think	VERB
eblip-25311	196	35	to	to	PART
eblip-25311	196	36	look	look	VERB
eblip-25311	196	37	for	for	ADP
eblip-25311	196	38	people	people	NOUN
eblip-25311	196	39	who	who	PRON
eblip-25311	196	40	need	need	VERB
eblip-25311	196	41	help	help	NOUN
eblip-25311	196	42	because	because	SCONJ
eblip-25311	196	43	i	i	PRON
eblip-25311	196	44	always	always	ADV
eblip-25311	196	45	assumed	assume	VERB
eblip-25311	196	46	they	they	PRON
eblip-25311	196	47	would	would	AUX
eblip-25311	196	48	ask	ask	VERB
eblip-25311	196	49	,	,	PUNCT
eblip-25311	196	50	now	now	ADV
eblip-25311	196	51	i	i	PRON
eblip-25311	196	52	know	know	VERB
eblip-25311	196	53	.	.	PUNCT
eblip-25311	196	54	”	"	PUNCT
eblip-25311	196	55	  	  	SPACE
eblip-25311	196	56	second	second	ADJ
eblip-25311	196	57	study	study	NOUN
eblip-25311	196	58	  	  	SPACE
eblip-25311	196	59	in	in	ADP
eblip-25311	196	60	the	the	DET
eblip-25311	196	61	second	second	ADJ
eblip-25311	196	62	mystery	mystery	NOUN
eblip-25311	196	63	shopping	shopping	NOUN
eblip-25311	196	64	assessment	assessment	NOUN
eblip-25311	196	65	,	,	PUNCT
eblip-25311	196	66	staff	staff	NOUN
eblip-25311	196	67	members	member	NOUN
eblip-25311	196	68	were	be	AUX
eblip-25311	196	69	again	again	ADV
eblip-25311	196	70	told	tell	VERB
eblip-25311	196	71	that	that	SCONJ
eblip-25311	196	72	mystery	mystery	NOUN
eblip-25311	196	73	shopping	shopping	NOUN
eblip-25311	196	74	would	would	AUX
eblip-25311	196	75	happen	happen	VERB
eblip-25311	196	76	sometime	sometime	ADV
eblip-25311	196	77	during	during	ADP
eblip-25311	196	78	the	the	DET
eblip-25311	196	79	spring	spring	NOUN
eblip-25311	196	80	semester	semester	NOUN
eblip-25311	196	81	,	,	PUNCT
eblip-25311	196	82	but	but	CCONJ
eblip-25311	196	83	were	be	AUX
eblip-25311	196	84	not	not	PART
eblip-25311	196	85	given	give	VERB
eblip-25311	196	86	a	a	DET
eblip-25311	196	87	specific	specific	ADJ
eblip-25311	196	88	timeframe	timeframe	NOUN
eblip-25311	196	89	.	.	PUNCT
eblip-25311	197	1	during	during	ADP
eblip-25311	197	2	the	the	DET
eblip-25311	197	3	second	second	ADJ
eblip-25311	197	4	study	study	NOUN
eblip-25311	197	5	,	,	PUNCT
eblip-25311	197	6	we	we	PRON
eblip-25311	197	7	reached	reach	VERB
eblip-25311	197	8	out	out	ADP
eblip-25311	197	9	again	again	ADV
eblip-25311	197	10	to	to	ADP
eblip-25311	197	11	the	the	DET
eblip-25311	197	12	department	department	NOUN
eblip-25311	197	13	of	of	ADP
eblip-25311	197	14	hospitality	hospitality	NOUN
eblip-25311	197	15	and	and	CCONJ
eblip-25311	197	16	tourism	tourism	NOUN
eblip-25311	197	17	management	management	NOUN
eblip-25311	197	18	for	for	SCONJ
eblip-25311	197	19	students	student	NOUN
eblip-25311	197	20	to	to	PART
eblip-25311	197	21	be	be	AUX
eblip-25311	197	22	mystery	mystery	NOUN
eblip-25311	197	23	shoppers	shopper	NOUN
eblip-25311	197	24	and	and	CCONJ
eblip-25311	197	25	recruited	recruit	VERB
eblip-25311	197	26	nine	nine	NUM
eblip-25311	197	27	students	student	NOUN
eblip-25311	197	28	.	.	PUNCT
eblip-25311	198	1	we	we	PRON
eblip-25311	198	2	reviewed	review	VERB
eblip-25311	198	3	the	the	DET
eblip-25311	198	4	questions	question	NOUN
eblip-25311	198	5	and	and	CCONJ
eblip-25311	198	6	made	make	VERB
eblip-25311	198	7	some	some	DET
eblip-25311	198	8	minor	minor	ADJ
eblip-25311	198	9	changes	change	NOUN
eblip-25311	198	10	to	to	ADP
eblip-25311	198	11	them	they	PRON
eblip-25311	198	12	.	.	PUNCT
eblip-25311	199	1	because	because	SCONJ
eblip-25311	199	2	our	our	PRON
eblip-25311	199	3	special	special	ADJ
eblip-25311	199	4	collections	collection	NOUN
eblip-25311	199	5	and	and	CCONJ
eblip-25311	199	6	archives	archive	NOUN
eblip-25311	199	7	(	(	PUNCT
eblip-25311	199	8	scua	scua	VERB
eblip-25311	199	9	)	)	PUNCT
eblip-25311	199	10	had	have	AUX
eblip-25311	199	11	added	add	VERB
eblip-25311	199	12	a	a	DET
eblip-25311	199	13	formal	formal	ADJ
eblip-25311	199	14	service	service	NOUN
eblip-25311	199	15	point	point	NOUN
eblip-25311	199	16	it	it	PRON
eblip-25311	199	17	was	be	AUX
eblip-25311	199	18	included	include	VERB
eblip-25311	199	19	in	in	ADP
eblip-25311	199	20	the	the	DET
eblip-25311	199	21	assessment	assessment	NOUN
eblip-25311	199	22	and	and	CCONJ
eblip-25311	199	23	questions	question	NOUN
eblip-25311	199	24	for	for	ADP
eblip-25311	199	25	that	that	DET
eblip-25311	199	26	area	area	NOUN
eblip-25311	199	27	were	be	AUX
eblip-25311	199	28	added	add	VERB
eblip-25311	199	29	.	.	PUNCT
eblip-25311	200	1	for	for	ADP
eblip-25311	200	2	this	this	DET
eblip-25311	200	3	study	study	NOUN
eblip-25311	200	4	an	an	DET
eblip-25311	200	5	lis	li	NOUN
eblip-25311	200	6	graduate	graduate	NOUN
eblip-25311	200	7	student	student	NOUN
eblip-25311	200	8	assisted	assist	VERB
eblip-25311	200	9	us	we	PRON
eblip-25311	200	10	.	.	PUNCT
eblip-25311	201	1	she	she	PRON
eblip-25311	201	2	helped	help	VERB
eblip-25311	201	3	with	with	ADP
eblip-25311	201	4	the	the	DET
eblip-25311	201	5	training	training	NOUN
eblip-25311	201	6	sessions	session	NOUN
eblip-25311	201	7	,	,	PUNCT
eblip-25311	201	8	prepared	prepare	VERB
eblip-25311	201	9	the	the	DET
eblip-25311	201	10	question	question	NOUN
eblip-25311	201	11	sheets	sheet	NOUN
eblip-25311	201	12	,	,	PUNCT
eblip-25311	201	13	and	and	CCONJ
eblip-25311	201	14	entered	enter	VERB
eblip-25311	201	15	data	datum	NOUN
eblip-25311	201	16	into	into	ADP
eblip-25311	201	17	qualtrics	qualtric	NOUN
eblip-25311	201	18	.	.	PUNCT
eblip-25311	201	19	    	    	SPACE
eblip-25311	202	1	the	the	DET
eblip-25311	202	2	same	same	ADJ
eblip-25311	202	3	training	training	NOUN
eblip-25311	202	4	was	be	AUX
eblip-25311	202	5	provided	provide	VERB
eblip-25311	202	6	for	for	ADP
eblip-25311	202	7	the	the	DET
eblip-25311	202	8	second	second	ADJ
eblip-25311	202	9	group	group	NOUN
eblip-25311	202	10	of	of	ADP
eblip-25311	202	11	secret	secret	ADJ
eblip-25311	202	12	shoppers	shopper	NOUN
eblip-25311	202	13	that	that	PRON
eblip-25311	202	14	was	be	AUX
eblip-25311	202	15	provided	provide	VERB
eblip-25311	202	16	for	for	ADP
eblip-25311	202	17	the	the	DET
eblip-25311	202	18	first	first	ADJ
eblip-25311	202	19	group	group	NOUN
eblip-25311	202	20	of	of	ADP
eblip-25311	202	21	shoppers	shopper	NOUN
eblip-25311	202	22	.	.	PUNCT
eblip-25311	203	1	as	as	ADP
eblip-25311	203	2	with	with	ADP
eblip-25311	203	3	the	the	DET
eblip-25311	203	4	first	first	ADJ
eblip-25311	203	5	group	group	NOUN
eblip-25311	203	6	of	of	ADP
eblip-25311	203	7	student	student	NOUN
eblip-25311	203	8	shoppers	shopper	NOUN
eblip-25311	203	9	,	,	PUNCT
eblip-25311	203	10	we	we	PRON
eblip-25311	203	11	explained	explain	VERB
eblip-25311	203	12	the	the	DET
eblip-25311	203	13	importance	importance	NOUN
eblip-25311	203	14	that	that	SCONJ
eblip-25311	203	15	the	the	DET
eblip-25311	203	16	library	library	NOUN
eblip-25311	203	17	placed	place	VERB
eblip-25311	203	18	on	on	ADP
eblip-25311	203	19	customer	customer	NOUN
eblip-25311	203	20	service	service	NOUN
eblip-25311	203	21	and	and	CCONJ
eblip-25311	203	22	that	that	SCONJ
eblip-25311	203	23	we	we	PRON
eblip-25311	203	24	were	be	AUX
eblip-25311	203	25	assessing	assess	VERB
eblip-25311	203	26	the	the	DET
eblip-25311	203	27	customer	customer	NOUN
eblip-25311	203	28	service	service	NOUN
eblip-25311	203	29	experience	experience	NOUN
eblip-25311	203	30	rather	rather	ADV
eblip-25311	203	31	than	than	ADP
eblip-25311	203	32	accuracy	accuracy	NOUN
eblip-25311	203	33	of	of	ADP
eblip-25311	203	34	the	the	DET
eblip-25311	203	35	answers	answer	NOUN
eblip-25311	203	36	.	.	PUNCT
eblip-25311	204	1	we	we	PRON
eblip-25311	204	2	shared	share	VERB
eblip-25311	204	3	the	the	DET
eblip-25311	204	4	newly	newly	ADV
eblip-25311	204	5	developed	develop	VERB
eblip-25311	204	6	standards	standard	NOUN
eblip-25311	204	7	of	of	ADP
eblip-25311	204	8	service	service	NOUN
eblip-25311	204	9	as	as	ADV
eblip-25311	204	10	well	well	ADV
eblip-25311	204	11	as	as	ADP
eblip-25311	204	12	the	the	DET
eblip-25311	204	13	customer	customer	NOUN
eblip-25311	204	14	service	service	NOUN
eblip-25311	204	15	values	value	NOUN
eblip-25311	204	16	.	.	PUNCT
eblip-25311	204	17	    	    	SPACE
eblip-25311	205	1	results	result	VERB
eblip-25311	205	2	from	from	ADP
eblip-25311	205	3	the	the	DET
eblip-25311	205	4	2012	2012	NUM
eblip-25311	205	5	assessment	assessment	NOUN
eblip-25311	205	6	indicate	indicate	VERB
eblip-25311	205	7	that	that	SCONJ
eblip-25311	205	8	improvement	improvement	NOUN
eblip-25311	205	9	occurred	occur	VERB
eblip-25311	205	10	for	for	ADP
eblip-25311	205	11	all	all	DET
eblip-25311	205	12	behaviours	behaviour	NOUN
eblip-25311	205	13	and	and	CCONJ
eblip-25311	205	14	questions	question	NOUN
eblip-25311	205	15	from	from	ADP
eblip-25311	205	16	the	the	DET
eblip-25311	205	17	2010	2010	NUM
eblip-25311	205	18	results	result	NOUN
eblip-25311	205	19	(	(	PUNCT
eblip-25311	205	20	figures	figure	NOUN
eblip-25311	205	21	4	4	NUM
eblip-25311	205	22	and	and	CCONJ
eblip-25311	205	23	5	5	NUM
eblip-25311	205	24	)	)	PUNCT
eblip-25311	205	25	.	.	PUNCT
eblip-25311	205	26	     	     	SPACE
eblip-25311	206	1	we	we	PRON
eblip-25311	206	2	were	be	AUX
eblip-25311	206	3	particularly	particularly	ADV
eblip-25311	206	4	glad	glad	ADJ
eblip-25311	206	5	to	to	PART
eblip-25311	206	6	see	see	VERB
eblip-25311	206	7	that	that	SCONJ
eblip-25311	206	8	the	the	DET
eblip-25311	206	9	areas	area	NOUN
eblip-25311	206	10	with	with	ADP
eblip-25311	206	11	the	the	DET
eblip-25311	206	12	lowest	low	ADJ
eblip-25311	206	13	scores	score	NOUN
eblip-25311	206	14	in	in	ADP
eblip-25311	206	15	2010	2010	NUM
eblip-25311	206	16	,	,	PUNCT
eblip-25311	206	17	“	"	PUNCT
eblip-25311	206	18	follow	follow	VERB
eblip-25311	206	19	up	up	ADP
eblip-25311	206	20	”	"	PUNCT
eblip-25311	206	21	(	(	PUNCT
eblip-25311	206	22	increase	increase	VERB
eblip-25311	206	23	from	from	ADP
eblip-25311	206	24	2.24	2.24	NUM
eblip-25311	206	25	to	to	ADP
eblip-25311	206	26	2.73	2.73	NUM
eblip-25311	206	27	)	)	PUNCT
eblip-25311	206	28	,	,	PUNCT
eblip-25311	206	29	“	"	PUNCT
eblip-25311	206	30	confirmed	confirm	VERB
eblip-25311	206	31	satisfaction	satisfaction	NOUN
eblip-25311	206	32	”	"	PUNCT
eblip-25311	206	33	(	(	PUNCT
eblip-25311	206	34	increase	increase	VERB
eblip-25311	206	35	from	from	ADP
eblip-25311	206	36	1.68	1.68	NUM
eblip-25311	206	37	to	to	ADP
eblip-25311	206	38	2.44	2.44	NUM
eblip-25311	206	39	out	out	ADP
eblip-25311	206	40	of	of	ADP
eblip-25311	206	41	3	3	NUM
eblip-25311	206	42	)	)	PUNCT
eblip-25311	206	43	and	and	CCONJ
eblip-25311	206	44	“	"	PUNCT
eblip-25311	206	45	went	go	VERB
eblip-25311	206	46	the	the	DET
eblip-25311	206	47	extra	extra	ADJ
eblip-25311	206	48	mile	mile	NOUN
eblip-25311	206	49	,	,	PUNCT
eblip-25311	206	50	”	"	PUNCT
eblip-25311	206	51	had	have	VERB
eblip-25311	206	52	the	the	DET
eblip-25311	206	53	largest	large	ADJ
eblip-25311	206	54	margin	margin	NOUN
eblip-25311	206	55	of	of	ADP
eblip-25311	206	56	improvement	improvement	NOUN
eblip-25311	206	57	.	.	PUNCT
eblip-25311	207	1	in	in	ADP
eblip-25311	207	2	2010	2010	NUM
eblip-25311	207	3	only	only	ADV
eblip-25311	207	4	36	36	NUM
eblip-25311	207	5	%	%	NOUN
eblip-25311	207	6	of	of	ADP
eblip-25311	207	7	respondents	respondent	NOUN
eblip-25311	207	8	felt	feel	VERB
eblip-25311	207	9	that	that	SCONJ
eblip-25311	207	10	their	their	PRON
eblip-25311	207	11	service	service	NOUN
eblip-25311	207	12	went	go	VERB
eblip-25311	207	13	the	the	DET
eblip-25311	207	14	extra	extra	ADJ
eblip-25311	207	15	mile	mile	NOUN
eblip-25311	207	16	;	;	PUNCT
eblip-25311	207	17	in	in	ADP
eblip-25311	207	18	2012	2012	NUM
eblip-25311	207	19	that	that	PRON
eblip-25311	207	20	rose	rise	VERB
eblip-25311	207	21	to	to	ADP
eblip-25311	207	22	59	59	NUM
eblip-25311	207	23	%	%	NOUN
eblip-25311	207	24	.	.	PUNCT
eblip-25311	207	25	    	    	SPACE
eblip-25311	207	26	.	.	PUNCT
eblip-25311	208	1	figure	figure	VERB
eblip-25311	208	2	4	4	NUM
eblip-25311	208	3	results	result	NOUN
eblip-25311	208	4	for	for	ADP
eblip-25311	208	5	‘	'	PUNCT
eblip-25311	208	6	four	four	NUM
eblip-25311	208	7	behaviour	behaviour	NOUN
eblip-25311	208	8	’	'	PUNCT
eblip-25311	208	9	questions	question	NOUN
eblip-25311	208	10	,	,	PUNCT
eblip-25311	208	11	2012	2012	NUM
eblip-25311	208	12	.	.	PUNCT
eblip-25311	208	13	    	    	SPACE
eblip-25311	209	1	figure	figure	VERB
eblip-25311	209	2	5	5	NUM
eblip-25311	209	3	results	result	NOUN
eblip-25311	209	4	for	for	ADP
eblip-25311	209	5	yes	yes	NOUN
eblip-25311	209	6	/	/	SYM
eblip-25311	209	7	no	no	PRON
eblip-25311	209	8	questions	question	NOUN
eblip-25311	209	9	,	,	PUNCT
eblip-25311	209	10	2012	2012	NUM
eblip-25311	209	11	.	.	PUNCT
eblip-25311	209	12	    	    	SPACE
eblip-25311	210	1	we	we	PRON
eblip-25311	210	2	shared	share	VERB
eblip-25311	210	3	the	the	DET
eblip-25311	210	4	overall	overall	ADJ
eblip-25311	210	5	results	result	NOUN
eblip-25311	210	6	again	again	ADV
eblip-25311	210	7	with	with	ADP
eblip-25311	210	8	all	all	DET
eblip-25311	210	9	libraries	library	NOUN
eblip-25311	210	10	’	'	PUNCT
eblip-25311	210	11	staff	staff	NOUN
eblip-25311	210	12	and	and	CCONJ
eblip-25311	210	13	posted	post	VERB
eblip-25311	210	14	comparison	comparison	NOUN
eblip-25311	210	15	graphs	graph	NOUN
eblip-25311	210	16	on	on	ADP
eblip-25311	210	17	our	our	PRON
eblip-25311	210	18	assessment	assessment	NOUN
eblip-25311	210	19	libguide	libguide	ADV
eblip-25311	210	20	.	.	PUNCT
eblip-25311	210	21	  	  	SPACE
eblip-25311	211	1	similar	similar	ADJ
eblip-25311	211	2	graphs	graph	NOUN
eblip-25311	211	3	for	for	ADP
eblip-25311	211	4	each	each	DET
eblip-25311	211	5	department	department	NOUN
eblip-25311	211	6	were	be	AUX
eblip-25311	211	7	also	also	ADV
eblip-25311	211	8	developed	develop	VERB
eblip-25311	211	9	and	and	CCONJ
eblip-25311	211	10	shared	share	VERB
eblip-25311	211	11	with	with	ADP
eblip-25311	211	12	the	the	DET
eblip-25311	211	13	department	department	NOUN
eblip-25311	211	14	heads	head	NOUN
eblip-25311	211	15	.	.	PUNCT
eblip-25311	212	1	the	the	DET
eblip-25311	212	2	associate	associate	ADJ
eblip-25311	212	3	dean	dean	NOUN
eblip-25311	212	4	discussed	discuss	VERB
eblip-25311	212	5	results	result	NOUN
eblip-25311	212	6	in	in	ADP
eblip-25311	212	7	a	a	DET
eblip-25311	212	8	public	public	ADJ
eblip-25311	212	9	services	service	NOUN
eblip-25311	212	10	department	department	NOUN
eblip-25311	212	11	heads	head	NOUN
eblip-25311	212	12	meeting	meet	VERB
eblip-25311	212	13	and	and	CCONJ
eblip-25311	212	14	individually	individually	ADV
eblip-25311	212	15	with	with	ADP
eblip-25311	212	16	department	department	NOUN
eblip-25311	212	17	heads	head	NOUN
eblip-25311	212	18	.	.	PUNCT
eblip-25311	213	1	she	she	PRON
eblip-25311	213	2	also	also	ADV
eblip-25311	213	3	visited	visit	VERB
eblip-25311	213	4	department	department	NOUN
eblip-25311	213	5	meetings	meeting	NOUN
eblip-25311	213	6	to	to	PART
eblip-25311	213	7	discuss	discuss	VERB
eblip-25311	213	8	the	the	DET
eblip-25311	213	9	results	result	NOUN
eblip-25311	213	10	with	with	ADP
eblip-25311	213	11	staff	staff	NOUN
eblip-25311	213	12	and	and	CCONJ
eblip-25311	213	13	gain	gain	VERB
eblip-25311	213	14	their	their	PRON
eblip-25311	213	15	input	input	NOUN
eblip-25311	213	16	.	.	PUNCT
eblip-25311	214	1	we	we	PRON
eblip-25311	214	2	also	also	ADV
eblip-25311	214	3	shared	share	VERB
eblip-25311	214	4	results	result	NOUN
eblip-25311	214	5	with	with	ADP
eblip-25311	214	6	student	student	NOUN
eblip-25311	214	7	employees	employee	NOUN
eblip-25311	214	8	during	during	ADP
eblip-25311	214	9	the	the	DET
eblip-25311	214	10	fall	fall	NOUN
eblip-25311	214	11	2012	2012	NUM
eblip-25311	214	12	student	student	NOUN
eblip-25311	214	13	orientation	orientation	NOUN
eblip-25311	214	14	to	to	PART
eblip-25311	214	15	show	show	VERB
eblip-25311	214	16	returning	return	VERB
eblip-25311	214	17	students	student	NOUN
eblip-25311	214	18	the	the	DET
eblip-25311	214	19	improvement	improvement	NOUN
eblip-25311	214	20	in	in	ADP
eblip-25311	214	21	their	their	PRON
eblip-25311	214	22	performance	performance	NOUN
eblip-25311	214	23	and	and	CCONJ
eblip-25311	214	24	to	to	PART
eblip-25311	214	25	let	let	VERB
eblip-25311	214	26	new	new	ADJ
eblip-25311	214	27	students	student	NOUN
eblip-25311	214	28	know	know	VERB
eblip-25311	214	29	that	that	SCONJ
eblip-25311	214	30	the	the	DET
eblip-25311	214	31	online	online	ADJ
eblip-25311	214	32	training	training	NOUN
eblip-25311	214	33	is	be	AUX
eblip-25311	214	34	very	very	ADV
eblip-25311	214	35	important	important	ADJ
eblip-25311	214	36	information	information	NOUN
eblip-25311	214	37	.	.	PUNCT
eblip-25311	214	38	    	    	SPACE
eblip-25311	215	1	discussion	discussion	NOUN
eblip-25311	215	2	  	  	SPACE
eblip-25311	215	3	the	the	DET
eblip-25311	215	4	libraries	library	NOUN
eblip-25311	215	5	conducted	conduct	VERB
eblip-25311	215	6	libqual+	libqual+	ADP
eblip-25311	215	7	®	®	NOUN
eblip-25311	215	8	again	again	ADV
eblip-25311	215	9	in	in	ADP
eblip-25311	215	10	fall	fall	NOUN
eblip-25311	215	11	2012	2012	NUM
eblip-25311	215	12	with	with	ADP
eblip-25311	215	13	an	an	DET
eblip-25311	215	14	increase	increase	NOUN
eblip-25311	215	15	in	in	ADP
eblip-25311	215	16	the	the	DET
eblip-25311	215	17	“	"	PUNCT
eblip-25311	215	18	affect	affect	NOUN
eblip-25311	215	19	of	of	ADP
eblip-25311	215	20	service	service	NOUN
eblip-25311	215	21	”	"	PUNCT
eblip-25311	215	22	score	score	NOUN
eblip-25311	215	23	from	from	ADP
eblip-25311	215	24	7.5	7.5	NUM
eblip-25311	215	25	in	in	ADP
eblip-25311	215	26	2008	2008	NUM
eblip-25311	215	27	to	to	ADP
eblip-25311	215	28	7.92	7.92	NUM
eblip-25311	215	29	.	.	PUNCT
eblip-25311	216	1	these	these	DET
eblip-25311	216	2	results	result	NOUN
eblip-25311	216	3	,	,	PUNCT
eblip-25311	216	4	along	along	ADP
eblip-25311	216	5	with	with	ADP
eblip-25311	216	6	changes	change	NOUN
eblip-25311	216	7	between	between	ADP
eblip-25311	216	8	the	the	DET
eblip-25311	216	9	2010	2010	NUM
eblip-25311	216	10	and	and	CCONJ
eblip-25311	216	11	2012	2012	NUM
eblip-25311	216	12	mystery	mystery	NOUN
eblip-25311	216	13	shopper	shopper	NOUN
eblip-25311	216	14	results	result	NOUN
eblip-25311	216	15	,	,	PUNCT
eblip-25311	216	16	indicate	indicate	VERB
eblip-25311	216	17	substantial	substantial	ADJ
eblip-25311	216	18	improvements	improvement	NOUN
eblip-25311	216	19	in	in	ADP
eblip-25311	216	20	service	service	NOUN
eblip-25311	216	21	quality	quality	NOUN
eblip-25311	216	22	and	and	CCONJ
eblip-25311	216	23	satisfaction	satisfaction	NOUN
eblip-25311	216	24	for	for	ADP
eblip-25311	216	25	the	the	DET
eblip-25311	216	26	libraries	library	NOUN
eblip-25311	216	27	.	.	PUNCT
eblip-25311	217	1	developing	develop	VERB
eblip-25311	217	2	standards	standard	NOUN
eblip-25311	217	3	and	and	CCONJ
eblip-25311	217	4	providing	provide	VERB
eblip-25311	217	5	training	training	NOUN
eblip-25311	217	6	reinforced	reinforce	VERB
eblip-25311	217	7	the	the	DET
eblip-25311	217	8	importance	importance	NOUN
eblip-25311	217	9	of	of	ADP
eblip-25311	217	10	customer	customer	NOUN
eblip-25311	217	11	service	service	NOUN
eblip-25311	217	12	and	and	CCONJ
eblip-25311	217	13	the	the	DET
eblip-25311	217	14	role	role	NOUN
eblip-25311	217	15	that	that	PRON
eblip-25311	217	16	all	all	DET
eblip-25311	217	17	staff	staff	NOUN
eblip-25311	217	18	members	member	NOUN
eblip-25311	217	19	play	play	VERB
eblip-25311	217	20	so	so	SCONJ
eblip-25311	217	21	that	that	SCONJ
eblip-25311	217	22	users	user	NOUN
eblip-25311	217	23	have	have	VERB
eblip-25311	217	24	a	a	DET
eblip-25311	217	25	positive	positive	ADJ
eblip-25311	217	26	experience	experience	NOUN
eblip-25311	217	27	in	in	ADP
eblip-25311	217	28	the	the	DET
eblip-25311	217	29	library	library	NOUN
eblip-25311	217	30	.	.	PUNCT
eblip-25311	218	1	staff	staff	NOUN
eblip-25311	218	2	comments	comment	NOUN
eblip-25311	218	3	received	receive	VERB
eblip-25311	218	4	after	after	ADP
eblip-25311	218	5	the	the	DET
eblip-25311	218	6	training	training	NOUN
eblip-25311	218	7	indicate	indicate	VERB
eblip-25311	218	8	that	that	SCONJ
eblip-25311	218	9	the	the	DET
eblip-25311	218	10	training	training	NOUN
eblip-25311	218	11	was	be	AUX
eblip-25311	218	12	helpful	helpful	ADJ
eblip-25311	218	13	and	and	CCONJ
eblip-25311	218	14	resulted	result	VERB
eblip-25311	218	15	in	in	ADP
eblip-25311	218	16	staff	staff	NOUN
eblip-25311	218	17	members	member	NOUN
eblip-25311	218	18	viewing	view	VERB
eblip-25311	218	19	customer	customer	NOUN
eblip-25311	218	20	service	service	NOUN
eblip-25311	218	21	and	and	CCONJ
eblip-25311	218	22	their	their	PRON
eblip-25311	218	23	own	own	ADJ
eblip-25311	218	24	role	role	NOUN
eblip-25311	218	25	as	as	ADP
eblip-25311	218	26	service	service	NOUN
eblip-25311	218	27	providers	provider	NOUN
eblip-25311	218	28	in	in	ADP
eblip-25311	218	29	a	a	DET
eblip-25311	218	30	different	different	ADJ
eblip-25311	218	31	way	way	NOUN
eblip-25311	218	32	;	;	PUNCT
eblip-25311	218	33	a	a	DET
eblip-25311	218	34	role	role	NOUN
eblip-25311	218	35	which	which	PRON
eblip-25311	218	36	is	be	AUX
eblip-25311	218	37	key	key	ADJ
eblip-25311	218	38	to	to	ADP
eblip-25311	218	39	having	have	VERB
eblip-25311	218	40	a	a	DET
eblip-25311	218	41	positive	positive	ADJ
eblip-25311	218	42	experience	experience	NOUN
eblip-25311	218	43	in	in	ADP
eblip-25311	218	44	the	the	DET
eblip-25311	218	45	library	library	NOUN
eblip-25311	218	46	.	.	PUNCT
eblip-25311	219	1	the	the	DET
eblip-25311	219	2	libraries	library	NOUN
eblip-25311	219	3	continue	continue	VERB
eblip-25311	219	4	to	to	PART
eblip-25311	219	5	emphasize	emphasize	VERB
eblip-25311	219	6	the	the	DET
eblip-25311	219	7	importance	importance	NOUN
eblip-25311	219	8	of	of	ADP
eblip-25311	219	9	customer	customer	NOUN
eblip-25311	219	10	service	service	NOUN
eblip-25311	219	11	.	.	PUNCT
eblip-25311	220	1	all	all	DET
eblip-25311	220	2	new	new	ADJ
eblip-25311	220	3	staff	staff	NOUN
eblip-25311	220	4	receive	receive	VERB
eblip-25311	220	5	the	the	DET
eblip-25311	220	6	customer	customer	NOUN
eblip-25311	220	7	service	service	NOUN
eblip-25311	220	8	values	value	NOUN
eblip-25311	220	9	and	and	CCONJ
eblip-25311	220	10	standards	standard	NOUN
eblip-25311	220	11	and	and	CCONJ
eblip-25311	220	12	are	be	AUX
eblip-25311	220	13	strongly	strongly	ADV
eblip-25311	220	14	encouraged	encouraged	ADJ
eblip-25311	220	15	to	to	PART
eblip-25311	220	16	attend	attend	VERB
eblip-25311	220	17	appropriate	appropriate	ADJ
eblip-25311	220	18	campus	campus	NOUN
eblip-25311	220	19	workshops	workshop	NOUN
eblip-25311	220	20	conducted	conduct	VERB
eblip-25311	220	21	by	by	ADP
eblip-25311	220	22	the	the	DET
eblip-25311	220	23	campus	campus	NOUN
eblip-25311	220	24	human	human	PROPN
eblip-25311	220	25	resources	resource	NOUN
eblip-25311	220	26	department	department	PROPN
eblip-25311	220	27	to	to	PART
eblip-25311	220	28	enhance	enhance	VERB
eblip-25311	220	29	their	their	PRON
eblip-25311	220	30	customer	customer	NOUN
eblip-25311	220	31	service	service	NOUN
eblip-25311	220	32	skills	skill	NOUN
eblip-25311	220	33	.	.	PUNCT
eblip-25311	221	1	all	all	DET
eblip-25311	221	2	new	new	ADJ
eblip-25311	221	3	student	student	NOUN
eblip-25311	221	4	employees	employee	NOUN
eblip-25311	221	5	are	be	AUX
eblip-25311	221	6	required	require	VERB
eblip-25311	221	7	to	to	PART
eblip-25311	221	8	complete	complete	VERB
eblip-25311	221	9	the	the	DET
eblip-25311	221	10	videos	video	NOUN
eblip-25311	221	11	on	on	ADP
eblip-25311	221	12	the	the	DET
eblip-25311	221	13	customer	customer	NOUN
eblip-25311	221	14	service	service	NOUN
eblip-25311	221	15	libguide	libguide	ADV
eblip-25311	221	16	.	.	PUNCT
eblip-25311	221	17	     	     	SPACE
eblip-25311	222	1	we	we	PRON
eblip-25311	222	2	also	also	ADV
eblip-25311	222	3	continue	continue	VERB
eblip-25311	222	4	to	to	PART
eblip-25311	222	5	examine	examine	VERB
eblip-25311	222	6	our	our	PRON
eblip-25311	222	7	services	service	NOUN
eblip-25311	222	8	to	to	PART
eblip-25311	222	9	ensure	ensure	VERB
eblip-25311	222	10	we	we	PRON
eblip-25311	222	11	are	be	AUX
eblip-25311	222	12	meeting	meet	VERB
eblip-25311	222	13	the	the	DET
eblip-25311	222	14	needs	need	NOUN
eblip-25311	222	15	of	of	ADP
eblip-25311	222	16	our	our	PRON
eblip-25311	222	17	patrons	patron	NOUN
eblip-25311	222	18	.	.	PUNCT
eblip-25311	223	1	because	because	SCONJ
eblip-25311	223	2	we	we	PRON
eblip-25311	223	3	are	be	AUX
eblip-25311	223	4	likely	likely	ADJ
eblip-25311	223	5	to	to	PART
eblip-25311	223	6	continue	continue	VERB
eblip-25311	223	7	staffing	staff	VERB
eblip-25311	223	8	with	with	ADP
eblip-25311	223	9	paraprofessionals	paraprofessional	NOUN
eblip-25311	223	10	,	,	PUNCT
eblip-25311	223	11	future	future	ADJ
eblip-25311	223	12	customer	customer	NOUN
eblip-25311	223	13	service	service	NOUN
eblip-25311	223	14	training	training	NOUN
eblip-25311	223	15	should	should	AUX
eblip-25311	223	16	include	include	VERB
eblip-25311	223	17	not	not	PART
eblip-25311	223	18	only	only	ADV
eblip-25311	223	19	going	go	VERB
eblip-25311	223	20	the	the	DET
eblip-25311	223	21	extra	extra	ADJ
eblip-25311	223	22	mile	mile	NOUN
eblip-25311	223	23	,	,	PUNCT
eblip-25311	223	24	but	but	CCONJ
eblip-25311	223	25	also	also	ADV
eblip-25311	223	26	providing	provide	VERB
eblip-25311	223	27	the	the	DET
eblip-25311	223	28	skills	skill	NOUN
eblip-25311	223	29	and	and	CCONJ
eblip-25311	223	30	knowledge	knowledge	NOUN
eblip-25311	223	31	to	to	PART
eblip-25311	223	32	answer	answer	VERB
eblip-25311	223	33	questions	question	NOUN
eblip-25311	223	34	accurately	accurately	ADV
eblip-25311	223	35	.	.	PUNCT
eblip-25311	224	1	while	while	SCONJ
eblip-25311	224	2	providing	provide	VERB
eblip-25311	224	3	helpful	helpful	ADJ
eblip-25311	224	4	,	,	PUNCT
eblip-25311	224	5	respectful	respectful	ADJ
eblip-25311	224	6	,	,	PUNCT
eblip-25311	224	7	and	and	CCONJ
eblip-25311	224	8	courteous	courteous	ADJ
eblip-25311	224	9	service	service	NOUN
eblip-25311	224	10	is	be	AUX
eblip-25311	224	11	a	a	DET
eblip-25311	224	12	requirement	requirement	NOUN
eblip-25311	224	13	,	,	PUNCT
eblip-25311	224	14	we	we	PRON
eblip-25311	224	15	recognize	recognize	VERB
eblip-25311	224	16	that	that	SCONJ
eblip-25311	224	17	our	our	PRON
eblip-25311	224	18	training	training	NOUN
eblip-25311	224	19	needs	need	NOUN
eblip-25311	224	20	will	will	AUX
eblip-25311	224	21	shift	shift	VERB
eblip-25311	224	22	also	also	ADV
eblip-25311	224	23	to	to	ADP
eblip-25311	224	24	enhancing	enhance	VERB
eblip-25311	224	25	skill	skill	NOUN
eblip-25311	224	26	development	development	NOUN
eblip-25311	224	27	.	.	PUNCT
eblip-25311	225	1	examples	example	NOUN
eblip-25311	225	2	would	would	AUX
eblip-25311	225	3	include	include	VERB
eblip-25311	225	4	conducting	conduct	VERB
eblip-25311	225	5	reference	reference	NOUN
eblip-25311	225	6	interviews	interview	NOUN
eblip-25311	225	7	and	and	CCONJ
eblip-25311	225	8	ensuring	ensure	VERB
eblip-25311	225	9	competence	competence	NOUN
eblip-25311	225	10	with	with	ADP
eblip-25311	225	11	the	the	DET
eblip-25311	225	12	wide	wide	ADJ
eblip-25311	225	13	variety	variety	NOUN
eblip-25311	225	14	of	of	ADP
eblip-25311	225	15	resources	resource	NOUN
eblip-25311	225	16	for	for	ADP
eblip-25311	225	17	those	those	PRON
eblip-25311	225	18	staffing	staff	VERB
eblip-25311	225	19	the	the	DET
eblip-25311	225	20	service	service	NOUN
eblip-25311	225	21	desks	desk	NOUN
eblip-25311	225	22	.	.	PUNCT
eblip-25311	226	1	training	training	NOUN
eblip-25311	226	2	will	will	AUX
eblip-25311	226	3	also	also	ADV
eblip-25311	226	4	need	need	VERB
eblip-25311	226	5	to	to	PART
eblip-25311	226	6	take	take	VERB
eblip-25311	226	7	into	into	ADP
eblip-25311	226	8	account	account	NOUN
eblip-25311	226	9	the	the	DET
eblip-25311	226	10	changing	change	VERB
eblip-25311	226	11	demographics	demographic	NOUN
eblip-25311	226	12	of	of	ADP
eblip-25311	226	13	our	our	PRON
eblip-25311	226	14	customers	customer	NOUN
eblip-25311	226	15	.	.	PUNCT
eblip-25311	227	1	for	for	ADP
eblip-25311	227	2	example	example	NOUN
eblip-25311	227	3	,	,	PUNCT
eblip-25311	227	4	we	we	PRON
eblip-25311	227	5	have	have	VERB
eblip-25311	227	6	an	an	DET
eblip-25311	227	7	increasing	increase	VERB
eblip-25311	227	8	number	number	NOUN
eblip-25311	227	9	of	of	ADP
eblip-25311	227	10	international	international	ADJ
eblip-25311	227	11	students	student	NOUN
eblip-25311	227	12	,	,	PUNCT
eblip-25311	227	13	as	as	ADV
eblip-25311	227	14	well	well	ADV
eblip-25311	227	15	as	as	ADP
eblip-25311	227	16	larger	large	ADJ
eblip-25311	227	17	numbers	number	NOUN
eblip-25311	227	18	of	of	ADP
eblip-25311	227	19	what	what	PRON
eblip-25311	227	20	would	would	AUX
eblip-25311	227	21	be	be	AUX
eblip-25311	227	22	considered	consider	VERB
eblip-25311	227	23	to	to	PART
eblip-25311	227	24	be	be	AUX
eblip-25311	227	25	“	"	PUNCT
eblip-25311	227	26	adult	adult	NOUN
eblip-25311	227	27	students	student	NOUN
eblip-25311	227	28	.	.	PUNCT
eblip-25311	227	29	”	"	PUNCT
eblip-25311	228	1	as	as	ADP
eblip-25311	228	2	our	our	PRON
eblip-25311	228	3	requests	request	NOUN
eblip-25311	228	4	for	for	ADP
eblip-25311	228	5	virtual	virtual	ADJ
eblip-25311	228	6	reference	reference	NOUN
eblip-25311	228	7	assistance	assistance	NOUN
eblip-25311	228	8	increase	increase	NOUN
eblip-25311	228	9	,	,	PUNCT
eblip-25311	228	10	we	we	PRON
eblip-25311	228	11	anticipate	anticipate	VERB
eblip-25311	228	12	that	that	SCONJ
eblip-25311	228	13	chat	chat	VERB
eblip-25311	228	14	inquiries	inquiry	NOUN
eblip-25311	228	15	will	will	AUX
eblip-25311	228	16	also	also	ADV
eblip-25311	228	17	become	become	VERB
eblip-25311	228	18	more	more	ADV
eblip-25311	228	19	complex	complex	ADJ
eblip-25311	228	20	.	.	PUNCT
eblip-25311	229	1	as	as	SCONJ
eblip-25311	229	2	mentioned	mention	VERB
eblip-25311	229	3	above	above	ADV
eblip-25311	229	4	,	,	PUNCT
eblip-25311	229	5	our	our	PRON
eblip-25311	229	6	services	service	NOUN
eblip-25311	229	7	must	must	AUX
eblip-25311	229	8	respond	respond	VERB
eblip-25311	229	9	to	to	ADP
eblip-25311	229	10	changes	change	NOUN
eblip-25311	229	11	in	in	ADP
eblip-25311	229	12	academic	academic	ADJ
eblip-25311	229	13	libraries	library	NOUN
eblip-25311	229	14	and	and	CCONJ
eblip-25311	229	15	higher	high	ADJ
eblip-25311	229	16	education	education	NOUN
eblip-25311	229	17	and	and	CCONJ
eblip-25311	229	18	we	we	PRON
eblip-25311	229	19	need	need	VERB
eblip-25311	229	20	to	to	PART
eblip-25311	229	21	ensure	ensure	VERB
eblip-25311	229	22	that	that	SCONJ
eblip-25311	229	23	assessments	assessment	NOUN
eblip-25311	229	24	correspond	correspond	VERB
eblip-25311	229	25	accordingly	accordingly	ADV
eblip-25311	229	26	.	.	PUNCT
eblip-25311	229	27	  	  	SPACE
eblip-25311	229	28	conclusion	conclusion	NOUN
eblip-25311	229	29	  	  	SPACE
eblip-25311	229	30	the	the	DET
eblip-25311	229	31	mystery	mystery	NOUN
eblip-25311	229	32	shopper	shopper	NOUN
eblip-25311	229	33	exercises	exercise	NOUN
eblip-25311	229	34	provided	provide	VERB
eblip-25311	229	35	the	the	DET
eblip-25311	229	36	uncg	uncg	PROPN
eblip-25311	229	37	university	university	PROPN
eblip-25311	229	38	libraries	library	NOUN
eblip-25311	229	39	with	with	ADP
eblip-25311	229	40	the	the	DET
eblip-25311	229	41	opportunity	opportunity	NOUN
eblip-25311	229	42	to	to	PART
eblip-25311	229	43	examine	examine	VERB
eblip-25311	229	44	our	our	PRON
eblip-25311	229	45	services	service	NOUN
eblip-25311	229	46	and	and	CCONJ
eblip-25311	229	47	customer	customer	NOUN
eblip-25311	229	48	service	service	NOUN
eblip-25311	229	49	goals	goal	NOUN
eblip-25311	229	50	more	more	ADV
eblip-25311	229	51	closely	closely	ADV
eblip-25311	229	52	.	.	PUNCT
eblip-25311	230	1	the	the	DET
eblip-25311	230	2	changing	change	VERB
eblip-25311	230	3	nature	nature	NOUN
eblip-25311	230	4	of	of	ADP
eblip-25311	230	5	our	our	PRON
eblip-25311	230	6	services	service	NOUN
eblip-25311	230	7	with	with	ADP
eblip-25311	230	8	moving	move	VERB
eblip-25311	230	9	toward	toward	ADP
eblip-25311	230	10	using	use	VERB
eblip-25311	230	11	more	more	ADJ
eblip-25311	230	12	paraprofessional	paraprofessional	ADJ
eblip-25311	230	13	staff	staff	NOUN
eblip-25311	230	14	and	and	CCONJ
eblip-25311	230	15	the	the	DET
eblip-25311	230	16	impact	impact	NOUN
eblip-25311	230	17	of	of	ADP
eblip-25311	230	18	technology	technology	NOUN
eblip-25311	230	19	on	on	ADP
eblip-25311	230	20	services	service	NOUN
eblip-25311	230	21	provided	provide	VERB
eblip-25311	230	22	some	some	PRON
eblip-25311	230	23	of	of	ADP
eblip-25311	230	24	the	the	DET
eblip-25311	230	25	impetus	impetus	NOUN
eblip-25311	230	26	for	for	ADP
eblip-25311	230	27	doing	do	VERB
eblip-25311	230	28	the	the	DET
eblip-25311	230	29	study	study	NOUN
eblip-25311	230	30	.	.	PUNCT
eblip-25311	231	1	we	we	PRON
eblip-25311	231	2	also	also	ADV
eblip-25311	231	3	wanted	want	VERB
eblip-25311	231	4	to	to	PART
eblip-25311	231	5	gather	gather	VERB
eblip-25311	231	6	additional	additional	ADJ
eblip-25311	231	7	evidence	evidence	NOUN
eblip-25311	231	8	on	on	ADP
eblip-25311	231	9	issues	issue	NOUN
eblip-25311	231	10	identified	identify	VERB
eblip-25311	231	11	in	in	ADP
eblip-25311	231	12	the	the	DET
eblip-25311	231	13	2008	2008	NUM
eblip-25311	231	14	libqual+	libqual+	ADP
eblip-25311	231	15	®	®	NOUN
eblip-25311	231	16	survey	survey	NOUN
eblip-25311	231	17	.	.	PUNCT
eblip-25311	232	1	and	and	CCONJ
eblip-25311	232	2	finally	finally	ADV
eblip-25311	232	3	,	,	PUNCT
eblip-25311	232	4	we	we	PRON
eblip-25311	232	5	sought	seek	VERB
eblip-25311	232	6	more	more	ADJ
eblip-25311	232	7	in	in	ADP
eblip-25311	232	8	-	-	PUNCT
eblip-25311	232	9	depth	depth	NOUN
eblip-25311	232	10	assessment	assessment	NOUN
eblip-25311	232	11	of	of	ADP
eblip-25311	232	12	the	the	DET
eblip-25311	232	13	user	user	NOUN
eblip-25311	232	14	experience	experience	NOUN
eblip-25311	232	15	than	than	ADP
eblip-25311	232	16	that	that	PRON
eblip-25311	232	17	provided	provide	VERB
eblip-25311	232	18	by	by	ADP
eblip-25311	232	19	satisfaction	satisfaction	NOUN
eblip-25311	232	20	measures	measure	NOUN
eblip-25311	232	21	.	.	PUNCT
eblip-25311	232	22	    	    	SPACE
eblip-25311	232	23	conducting	conduct	VERB
eblip-25311	232	24	the	the	DET
eblip-25311	232	25	mystery	mystery	NOUN
eblip-25311	232	26	shopper	shopper	NOUN
eblip-25311	232	27	study	study	NOUN
eblip-25311	232	28	identified	identify	VERB
eblip-25311	232	29	several	several	ADJ
eblip-25311	232	30	areas	area	NOUN
eblip-25311	232	31	to	to	PART
eblip-25311	232	32	address	address	VERB
eblip-25311	232	33	.	.	PUNCT
eblip-25311	233	1	we	we	PRON
eblip-25311	233	2	realized	realize	VERB
eblip-25311	233	3	we	we	PRON
eblip-25311	233	4	needed	need	VERB
eblip-25311	233	5	more	more	ADV
eblip-25311	233	6	clearly	clearly	ADV
eblip-25311	233	7	defined	define	VERB
eblip-25311	233	8	standards	standard	NOUN
eblip-25311	233	9	for	for	SCONJ
eblip-25311	233	10	staff	staff	NOUN
eblip-25311	233	11	to	to	PART
eblip-25311	233	12	follow	follow	VERB
eblip-25311	233	13	.	.	PUNCT
eblip-25311	234	1	we	we	PRON
eblip-25311	234	2	saw	see	VERB
eblip-25311	234	3	that	that	SCONJ
eblip-25311	234	4	we	we	PRON
eblip-25311	234	5	needed	need	VERB
eblip-25311	234	6	to	to	PART
eblip-25311	234	7	discuss	discuss	VERB
eblip-25311	234	8	what	what	PRON
eblip-25311	234	9	“	"	PUNCT
eblip-25311	234	10	going	go	VERB
eblip-25311	234	11	the	the	DET
eblip-25311	234	12	extra	extra	ADJ
eblip-25311	234	13	mile	mile	NOUN
eblip-25311	234	14	”	"	PUNCT
eblip-25311	234	15	means	mean	NOUN
eblip-25311	234	16	to	to	ADP
eblip-25311	234	17	us	we	PRON
eblip-25311	234	18	as	as	ADP
eblip-25311	234	19	an	an	DET
eblip-25311	234	20	organization	organization	NOUN
eblip-25311	234	21	.	.	PUNCT
eblip-25311	235	1	we	we	PRON
eblip-25311	235	2	also	also	ADV
eblip-25311	235	3	needed	need	VERB
eblip-25311	235	4	to	to	PART
eblip-25311	235	5	develop	develop	VERB
eblip-25311	235	6	a	a	DET
eblip-25311	235	7	scalable	scalable	ADJ
eblip-25311	235	8	training	training	NOUN
eblip-25311	235	9	method	method	NOUN
eblip-25311	235	10	for	for	ADP
eblip-25311	235	11	student	student	NOUN
eblip-25311	235	12	employees	employee	NOUN
eblip-25311	235	13	.	.	PUNCT
eblip-25311	236	1	although	although	SCONJ
eblip-25311	236	2	our	our	PRON
eblip-25311	236	3	research	research	NOUN
eblip-25311	236	4	design	design	NOUN
eblip-25311	236	5	and	and	CCONJ
eblip-25311	236	6	methods	method	NOUN
eblip-25311	236	7	did	do	AUX
eblip-25311	236	8	not	not	PART
eblip-25311	236	9	include	include	VERB
eblip-25311	236	10	tests	test	NOUN
eblip-25311	236	11	for	for	ADP
eblip-25311	236	12	validity	validity	NOUN
eblip-25311	236	13	,	,	PUNCT
eblip-25311	236	14	the	the	DET
eblip-25311	236	15	results	result	NOUN
eblip-25311	236	16	strongly	strongly	ADV
eblip-25311	236	17	suggest	suggest	VERB
eblip-25311	236	18	that	that	SCONJ
eblip-25311	236	19	standards	standard	NOUN
eblip-25311	236	20	and	and	CCONJ
eblip-25311	236	21	training	training	NOUN
eblip-25311	236	22	had	have	VERB
eblip-25311	236	23	a	a	DET
eblip-25311	236	24	positive	positive	ADJ
eblip-25311	236	25	impact	impact	NOUN
eblip-25311	236	26	on	on	ADP
eblip-25311	236	27	improvement	improvement	NOUN
eblip-25311	236	28	.	.	PUNCT
eblip-25311	237	1	it	it	PRON
eblip-25311	237	2	was	be	AUX
eblip-25311	237	3	also	also	ADV
eblip-25311	237	4	very	very	ADV
eblip-25311	237	5	useful	useful	ADJ
eblip-25311	237	6	to	to	PART
eblip-25311	237	7	have	have	VERB
eblip-25311	237	8	specific	specific	ADJ
eblip-25311	237	9	evidence	evidence	NOUN
eblip-25311	237	10	for	for	SCONJ
eblip-25311	237	11	staff	staff	NOUN
eblip-25311	237	12	to	to	PART
eblip-25311	237	13	see	see	VERB
eblip-25311	237	14	where	where	SCONJ
eblip-25311	237	15	changes	change	NOUN
eblip-25311	237	16	needed	need	VERB
eblip-25311	237	17	to	to	PART
eblip-25311	237	18	be	be	AUX
eblip-25311	237	19	made	make	VERB
eblip-25311	237	20	.	.	PUNCT
eblip-25311	238	1	and	and	CCONJ
eblip-25311	238	2	it	it	PRON
eblip-25311	238	3	was	be	AUX
eblip-25311	238	4	equally	equally	ADV
eblip-25311	238	5	important	important	ADJ
eblip-25311	238	6	to	to	PART
eblip-25311	238	7	celebrate	celebrate	VERB
eblip-25311	238	8	with	with	ADP
eblip-25311	238	9	staff	staff	NOUN
eblip-25311	238	10	when	when	SCONJ
eblip-25311	238	11	there	there	PRON
eblip-25311	238	12	was	be	VERB
eblip-25311	238	13	improvement	improvement	NOUN
eblip-25311	238	14	!	!	PUNCT
eblip-25311	239	1	the	the	DET
eblip-25311	239	2	study	study	NOUN
eblip-25311	239	3	provided	provide	VERB
eblip-25311	239	4	an	an	DET
eblip-25311	239	5	excellent	excellent	ADJ
eblip-25311	239	6	opportunity	opportunity	NOUN
eblip-25311	239	7	for	for	SCONJ
eblip-25311	239	8	the	the	DET
eblip-25311	239	9	libraries	library	NOUN
eblip-25311	239	10	’	'	PUNCT
eblip-25311	239	11	staff	staff	NOUN
eblip-25311	239	12	to	to	PART
eblip-25311	239	13	discuss	discuss	VERB
eblip-25311	239	14	what	what	PRON
eblip-25311	239	15	service	service	NOUN
eblip-25311	239	16	means	mean	VERB
eblip-25311	239	17	to	to	ADP
eblip-25311	239	18	us	we	PRON
eblip-25311	239	19	as	as	ADP
eblip-25311	239	20	an	an	DET
eblip-25311	239	21	organization	organization	NOUN
eblip-25311	239	22	and	and	CCONJ
eblip-25311	239	23	helped	help	VERB
eblip-25311	239	24	enhance	enhance	VERB
eblip-25311	239	25	the	the	DET
eblip-25311	239	26	already	already	ADV
eblip-25311	239	27	established	establish	VERB
eblip-25311	239	28	culture	culture	NOUN
eblip-25311	239	29	of	of	ADP
eblip-25311	239	30	excellent	excellent	ADJ
eblip-25311	239	31	customer	customer	NOUN
eblip-25311	239	32	service	service	NOUN
eblip-25311	239	33	.	.	PUNCT
eblip-25311	239	34	  	  	SPACE
eblip-25311	240	1	it	it	PRON
eblip-25311	240	2	is	be	AUX
eblip-25311	240	3	essential	essential	ADJ
eblip-25311	240	4	to	to	PART
eblip-25311	240	5	get	get	VERB
eblip-25311	240	6	buy	buy	NOUN
eblip-25311	240	7	-	-	PUNCT
eblip-25311	240	8	in	in	NOUN
eblip-25311	240	9	from	from	ADP
eblip-25311	240	10	staff	staff	NOUN
eblip-25311	240	11	before	before	ADP
eblip-25311	240	12	conducting	conduct	VERB
eblip-25311	240	13	a	a	DET
eblip-25311	240	14	mystery	mystery	NOUN
eblip-25311	240	15	shopper	shopper	NOUN
eblip-25311	240	16	study	study	NOUN
eblip-25311	240	17	and	and	CCONJ
eblip-25311	240	18	make	make	VERB
eblip-25311	240	19	the	the	DET
eblip-25311	240	20	goals	goal	NOUN
eblip-25311	240	21	of	of	ADP
eblip-25311	240	22	the	the	DET
eblip-25311	240	23	study	study	NOUN
eblip-25311	240	24	clear	clear	ADJ
eblip-25311	240	25	and	and	CCONJ
eblip-25311	240	26	transparent	transparent	ADJ
eblip-25311	240	27	.	.	PUNCT
eblip-25311	241	1	for	for	ADP
eblip-25311	241	2	some	some	DET
eblip-25311	241	3	staff	staff	NOUN
eblip-25311	241	4	it	it	PRON
eblip-25311	241	5	may	may	AUX
eblip-25311	241	6	always	always	ADV
eblip-25311	241	7	be	be	AUX
eblip-25311	241	8	perceived	perceive	VERB
eblip-25311	241	9	as	as	ADP
eblip-25311	241	10	a	a	DET
eblip-25311	241	11	threat	threat	NOUN
eblip-25311	241	12	and	and	CCONJ
eblip-25311	241	13	management	management	NOUN
eblip-25311	241	14	needs	need	VERB
eblip-25311	241	15	to	to	PART
eblip-25311	241	16	assure	assure	VERB
eblip-25311	241	17	them	they	PRON
eblip-25311	241	18	that	that	SCONJ
eblip-25311	241	19	such	such	ADJ
eblip-25311	241	20	assessment	assessment	NOUN
eblip-25311	241	21	is	be	AUX
eblip-25311	241	22	necessary	necessary	ADJ
eblip-25311	241	23	in	in	ADP
eblip-25311	241	24	order	order	NOUN
eblip-25311	241	25	for	for	SCONJ
eblip-25311	241	26	the	the	DET
eblip-25311	241	27	library	library	NOUN
eblip-25311	241	28	to	to	PART
eblip-25311	241	29	remain	remain	VERB
eblip-25311	241	30	viable	viable	ADJ
eblip-25311	241	31	and	and	CCONJ
eblip-25311	241	32	current	current	ADJ
eblip-25311	241	33	and	and	CCONJ
eblip-25311	241	34	to	to	PART
eblip-25311	241	35	ensure	ensure	VERB
eblip-25311	241	36	that	that	SCONJ
eblip-25311	241	37	we	we	PRON
eblip-25311	241	38	are	be	AUX
eblip-25311	241	39	providing	provide	VERB
eblip-25311	241	40	the	the	DET
eblip-25311	241	41	services	service	NOUN
eblip-25311	241	42	and	and	CCONJ
eblip-25311	241	43	resources	resource	NOUN
eblip-25311	241	44	that	that	PRON
eblip-25311	241	45	our	our	PRON
eblip-25311	241	46	customers	customer	NOUN
eblip-25311	241	47	need	need	VERB
eblip-25311	241	48	and	and	CCONJ
eblip-25311	241	49	desire	desire	VERB
eblip-25311	241	50	.	.	PUNCT
eblip-25311	241	51	  	  	SPACE
eblip-25311	242	1	references	reference	NOUN
eblip-25311	242	2	  	  	SPACE
eblip-25311	242	3	acrl	acrl	NOUN
eblip-25311	242	4	(	(	PUNCT
eblip-25311	242	5	2012	2012	NUM
eblip-25311	242	6	)	)	PUNCT
eblip-25311	242	7	top	top	ADJ
eblip-25311	242	8	ten	ten	NUM
eblip-25311	242	9	trends	trend	NOUN
eblip-25311	242	10	in	in	ADP
eblip-25311	242	11	academic	academic	ADJ
eblip-25311	242	12	libraries	library	NOUN
eblip-25311	242	13	.	.	PUNCT
eblip-25311	243	1	(	(	PUNCT
eblip-25311	243	2	2012	2012	NUM
eblip-25311	243	3	)	)	PUNCT
eblip-25311	243	4	.	.	PUNCT
eblip-25311	244	1	college	college	PROPN
eblip-25311	244	2	&	&	CCONJ
eblip-25311	244	3	research	research	PROPN
eblip-25311	244	4	libraries	libraries	PROPN
eblip-25311	244	5	news	news	PROPN
eblip-25311	244	6	,	,	PUNCT
eblip-25311	244	7	73(6	73(6	PROPN
eblip-25311	244	8	)	)	PUNCT
eblip-25311	244	9	,	,	PUNCT
eblip-25311	244	10	311	311	NUM
eblip-25311	244	11	-	-	SYM
eblip-25311	244	12	320	320	NUM
eblip-25311	244	13	.	.	PUNCT
eblip-25311	245	1	retrieved	retrieve	VERB
eblip-25311	245	2	from	from	ADP
eblip-25311	245	3	http://crln.acrl.org/	http://crln.acrl.org/	NOUN
eblip-25311	245	4	  	  	SPACE
eblip-25311	245	5	andruss	andruss	NOUN
eblip-25311	245	6	,	,	PUNCT
eblip-25311	245	7	p.	p.	NOUN
eblip-25311	245	8	(	(	PUNCT
eblip-25311	245	9	2010	2010	NUM
eblip-25311	245	10	)	)	PUNCT
eblip-25311	245	11	.	.	PUNCT
eblip-25311	246	1	the	the	DET
eblip-25311	246	2	case	case	NOUN
eblip-25311	246	3	of	of	ADP
eblip-25311	246	4	the	the	DET
eblip-25311	246	5	missing	miss	VERB
eblip-25311	246	6	research	research	NOUN
eblip-25311	246	7	insights	insight	NOUN
eblip-25311	246	8	.	.	PUNCT
eblip-25311	247	1	marketing	marketing	NOUN
eblip-25311	247	2	news	news	NOUN
eblip-25311	247	3	,	,	PUNCT
eblip-25311	247	4	44(7	44(7	NOUN
eblip-25311	247	5	)	)	PUNCT
eblip-25311	247	6	,	,	PUNCT
eblip-25311	247	7	23	23	NUM
eblip-25311	247	8	-	-	SYM
eblip-25311	247	9	25	25	NUM
eblip-25311	247	10	.	.	PUNCT
eblip-25311	247	11	  	  	SPACE
eblip-25311	247	12	backs	back	NOUN
eblip-25311	247	13	,	,	PUNCT
eblip-25311	247	14	s.	s.	PROPN
eblip-25311	247	15	m.	m.	PROPN
eblip-25311	247	16	,	,	PUNCT
eblip-25311	247	17	&	&	CCONJ
eblip-25311	247	18	kinder	kind	ADJ
eblip-25311	247	19	,	,	PUNCT
eblip-25311	247	20	t.	t.	PROPN
eblip-25311	247	21	(	(	PUNCT
eblip-25311	247	22	2007	2007	NUM
eblip-25311	247	23	)	)	PUNCT
eblip-25311	247	24	.	.	PUNCT
eblip-25311	248	1	secret	secret	ADJ
eblip-25311	248	2	shopping	shopping	NOUN
eblip-25311	248	3	at	at	ADP
eblip-25311	248	4	the	the	DET
eblip-25311	248	5	monroe	monroe	PROPN
eblip-25311	248	6	county	county	PROPN
eblip-25311	248	7	public	public	ADJ
eblip-25311	248	8	library	library	NOUN
eblip-25311	248	9	.	.	PUNCT
eblip-25311	249	1	indiana	indiana	PROPN
eblip-25311	249	2	libraries	libraries	PROPN
eblip-25311	249	3	,	,	PUNCT
eblip-25311	249	4	26(4	26(4	NUM
eblip-25311	249	5	)	)	PUNCT
eblip-25311	249	6	,	,	PUNCT
eblip-25311	249	7	17	17	NUM
eblip-25311	249	8	-	-	SYM
eblip-25311	249	9	19	19	NUM
eblip-25311	249	10	.	.	PUNCT
eblip-25311	249	11	  	  	SPACE
eblip-25311	249	12	bell	bell	PROPN
eblip-25311	249	13	,	,	PUNCT
eblip-25311	249	14	s	s	PROPN
eblip-25311	249	15	j.	j.	PROPN
eblip-25311	249	16	(	(	PUNCT
eblip-25311	249	17	2011	2011	NUM
eblip-25311	249	18	,	,	PUNCT
eblip-25311	249	19	march	march	PROPN
eblip-25311	249	20	)	)	PUNCT
eblip-25311	249	21	.	.	PUNCT
eblip-25311	250	1	delivering	deliver	VERB
eblip-25311	250	2	a	a	DET
eblip-25311	250	3	wow	wow	NOUN
eblip-25311	250	4	user	user	NOUN
eblip-25311	250	5	experience	experience	NOUN
eblip-25311	250	6	:	:	PUNCT
eblip-25311	250	7	do	do	AUX
eblip-25311	250	8	academic	academic	ADJ
eblip-25311	250	9	librarians	librarian	NOUN
eblip-25311	250	10	measure	measure	VERB
eblip-25311	250	11	up	up	ADP
eblip-25311	250	12	?	?	PUNCT
eblip-25311	251	1	paper	paper	NOUN
eblip-25311	251	2	presented	present	VERB
eblip-25311	251	3	at	at	ADP
eblip-25311	251	4	the	the	DET
eblip-25311	251	5	biennial	biennial	ADJ
eblip-25311	251	6	meeting	meeting	NOUN
eblip-25311	251	7	of	of	ADP
eblip-25311	251	8	the	the	DET
eblip-25311	251	9	association	association	NOUN
eblip-25311	251	10	of	of	ADP
eblip-25311	251	11	college	college	NOUN
eblip-25311	251	12	and	and	CCONJ
eblip-25311	251	13	research	research	NOUN
eblip-25311	251	14	libraries	library	NOUN
eblip-25311	251	15	,	,	PUNCT
eblip-25311	251	16	philadelphia	philadelphia	PROPN
eblip-25311	251	17	,	,	PUNCT
eblip-25311	251	18	pa	pa	PROPN
eblip-25311	251	19	.	.	PROPN
eblip-25311	251	20	retrieved	retrieve	VERB
eblip-25311	251	21	from	from	ADP
eblip-25311	251	22	http://www.ala.org/acrl/conferences/confsandpreconfs/national/acrl2011papers	http://www.ala.org/acrl/conferences/confsandpreconfs/national/acrl2011paper	NOUN
eblip-25311	251	23	.	.	PUNCT
eblip-25311	251	24	  	  	SPACE
eblip-25311	251	25	bell	bell	PROPN
eblip-25311	251	26	,	,	PUNCT
eblip-25311	251	27	s.	s.	PROPN
eblip-25311	251	28	j.	j.	PROPN
eblip-25311	251	29	(	(	PUNCT
eblip-25311	251	30	2014	2014	NUM
eblip-25311	251	31	)	)	PUNCT
eblip-25311	251	32	.	.	PUNCT
eblip-25311	252	1	staying	stay	VERB
eblip-25311	252	2	true	true	ADJ
eblip-25311	252	3	to	to	ADP
eblip-25311	252	4	the	the	DET
eblip-25311	252	5	core	core	NOUN
eblip-25311	252	6	:	:	PUNCT
eblip-25311	252	7	designing	design	VERB
eblip-25311	252	8	the	the	DET
eblip-25311	252	9	future	future	ADJ
eblip-25311	252	10	academic	academic	ADJ
eblip-25311	252	11	library	library	NOUN
eblip-25311	252	12	experience	experience	NOUN
eblip-25311	252	13	.	.	PUNCT
eblip-25311	253	1	portal	portal	ADJ
eblip-25311	253	2	:	:	PUNCT
eblip-25311	253	3	libraries	library	NOUN
eblip-25311	253	4	and	and	CCONJ
eblip-25311	253	5	the	the	DET
eblip-25311	253	6	academy	academy	NOUN
eblip-25311	253	7	,	,	PUNCT
eblip-25311	253	8	14(3	14(3	NUM
eblip-25311	253	9	)	)	PUNCT
eblip-25311	253	10	,	,	PUNCT
eblip-25311	253	11	369–382	369–382	NUM
eblip-25311	253	12	.	.	PUNCT
eblip-25311	254	1	http://dx.doi.org/10.1353/pla.2014.0021	http://dx.doi.org/10.1353/pla.2014.0021	NOUN
eblip-25311	254	2	  	  	SPACE
eblip-25311	254	3	benjes	benje	NOUN
eblip-25311	254	4	-	-	PUNCT
eblip-25311	254	5	small	small	ADJ
eblip-25311	254	6	,	,	PUNCT
eblip-25311	254	7	c.	c.	PROPN
eblip-25311	254	8	,	,	PUNCT
eblip-25311	254	9	&	&	CCONJ
eblip-25311	254	10	kocevar	kocevar	PROPN
eblip-25311	254	11	-	-	PUNCT
eblip-25311	254	12	weidinger	weidinger	NOUN
eblip-25311	254	13	,	,	PUNCT
eblip-25311	254	14	e.	e.	PROPN
eblip-25311	254	15	(	(	PUNCT
eblip-25311	254	16	2011	2011	NUM
eblip-25311	254	17	)	)	PUNCT
eblip-25311	254	18	.	.	PUNCT
eblip-25311	255	1	secrets	secret	NOUN
eblip-25311	255	2	to	to	ADP
eblip-25311	255	3	successful	successful	ADJ
eblip-25311	255	4	mystery	mystery	NOUN
eblip-25311	255	5	shopping	shopping	NOUN
eblip-25311	255	6	:	:	PUNCT
eblip-25311	255	7	a	a	DET
eblip-25311	255	8	case	case	NOUN
eblip-25311	255	9	study	study	NOUN
eblip-25311	255	10	.	.	PUNCT
eblip-25311	256	1	college	college	PROPN
eblip-25311	256	2	&	&	CCONJ
eblip-25311	256	3	research	research	PROPN
eblip-25311	256	4	libraries	library	NOUN
eblip-25311	256	5	news	news	NOUN
eblip-25311	256	6	,	,	PUNCT
eblip-25311	256	7	72(5	72(5	NOUN
eblip-25311	256	8	)	)	PUNCT
eblip-25311	256	9	,	,	PUNCT
eblip-25311	256	10	274	274	NUM
eblip-25311	256	11	-	-	SYM
eblip-25311	256	12	287	287	NUM
eblip-25311	256	13	.	.	PUNCT
eblip-25311	257	1	retrieved	retrieve	VERB
eblip-25311	257	2	from	from	ADP
eblip-25311	257	3	http://crln.acrl.org/	http://crln.acrl.org/	NOUN
eblip-25311	257	4	  	  	SPACE
eblip-25311	257	5	cocheo	cocheo	PROPN
eblip-25311	257	6	,	,	PUNCT
eblip-25311	257	7	s.	s.	PROPN
eblip-25311	257	8	(	(	PUNCT
eblip-25311	257	9	2011	2011	NUM
eblip-25311	257	10	)	)	PUNCT
eblip-25311	257	11	.	.	PUNCT
eblip-25311	258	1	mystery	mystery	NOUN
eblip-25311	258	2	shop	shop	NOUN
eblip-25311	258	3	the	the	DET
eblip-25311	258	4	whole	whole	ADJ
eblip-25311	258	5	bank	bank	NOUN
eblip-25311	258	6	.	.	PUNCT
eblip-25311	259	1	aba	aba	PROPN
eblip-25311	259	2	banking	banking	NOUN
eblip-25311	259	3	journal	journal	NOUN
eblip-25311	259	4	,	,	PUNCT
eblip-25311	259	5	103(1	103(1	NUM
eblip-25311	259	6	)	)	PUNCT
eblip-25311	259	7	,	,	PUNCT
eblip-25311	259	8	13	13	NUM
eblip-25311	259	9	.	.	PUNCT
eblip-25311	259	10	  	  	SPACE
eblip-25311	259	11	connaway	connaway	PROPN
eblip-25311	259	12	,	,	PUNCT
eblip-25311	259	13	l.	l.	PROPN
eblip-25311	259	14	s.	s.	PROPN
eblip-25311	259	15	,	,	PUNCT
eblip-25311	259	16	dickey	dickey	PROPN
eblip-25311	259	17	,	,	PUNCT
eblip-25311	259	18	t.	t.	PROPN
eblip-25311	259	19	j.	j.	PROPN
eblip-25311	259	20	,	,	PUNCT
eblip-25311	259	21	&	&	CCONJ
eblip-25311	259	22	radford	radford	PROPN
eblip-25311	259	23	,	,	PUNCT
eblip-25311	259	24	m.	m.	NOUN
eblip-25311	259	25	l.	l.	PROPN
eblip-25311	259	26	(	(	PUNCT
eblip-25311	259	27	2011	2011	NUM
eblip-25311	259	28	)	)	PUNCT
eblip-25311	259	29	.	.	PUNCT
eblip-25311	260	1	“	"	PUNCT
eblip-25311	260	2	if	if	SCONJ
eblip-25311	260	3	it	it	PRON
eblip-25311	260	4	is	be	AUX
eblip-25311	260	5	too	too	ADV
eblip-25311	260	6	inconvenient	inconvenient	ADJ
eblip-25311	260	7	i	i	PRON
eblip-25311	260	8	'm	be	AUX
eblip-25311	260	9	not	not	PART
eblip-25311	260	10	going	go	VERB
eblip-25311	260	11	after	after	ADP
eblip-25311	260	12	it	it	PRON
eblip-25311	260	13	”	"	PUNCT
eblip-25311	260	14	:	:	PUNCT
eblip-25311	260	15	convenience	convenience	NOUN
eblip-25311	260	16	as	as	ADP
eblip-25311	260	17	a	a	DET
eblip-25311	260	18	critical	critical	ADJ
eblip-25311	260	19	factor	factor	NOUN
eblip-25311	260	20	in	in	ADP
eblip-25311	260	21	information	information	NOUN
eblip-25311	260	22	-	-	PUNCT
eblip-25311	260	23	seeking	seek	VERB
eblip-25311	260	24	behaviors	behavior	NOUN
eblip-25311	260	25	.	.	PUNCT
eblip-25311	261	1	library	library	NOUN
eblip-25311	261	2	&	&	CCONJ
eblip-25311	261	3	information	information	PROPN
eblip-25311	261	4	science	science	PROPN
eblip-25311	261	5	research	research	NOUN
eblip-25311	261	6	,	,	PUNCT
eblip-25311	261	7	33(3	33(3	NOUN
eblip-25311	261	8	)	)	PUNCT
eblip-25311	261	9	,	,	PUNCT
eblip-25311	261	10	179	179	NUM
eblip-25311	261	11	-	-	SYM
eblip-25311	261	12	190	190	NUM
eblip-25311	261	13	.	.	PUNCT
eblip-25311	262	1	http://dx.doi.org/10.1016/j.lisr.2010.12.002	http://dx.doi.org/10.1016/j.lisr.2010.12.002	NOUN
eblip-25311	262	2	  	  	SPACE
eblip-25311	262	3	czopek	czopek	NOUN
eblip-25311	262	4	,	,	PUNCT
eblip-25311	262	5	v.	v.	ADP
eblip-25311	262	6	(	(	PUNCT
eblip-25311	262	7	1998	1998	NUM
eblip-25311	262	8	)	)	PUNCT
eblip-25311	262	9	.	.	PUNCT
eblip-25311	263	1	using	use	VERB
eblip-25311	263	2	mystery	mystery	NOUN
eblip-25311	263	3	shoppers	shopper	NOUN
eblip-25311	263	4	to	to	PART
eblip-25311	263	5	evaluate	evaluate	VERB
eblip-25311	263	6	customer	customer	NOUN
eblip-25311	263	7	service	service	NOUN
eblip-25311	263	8	in	in	ADP
eblip-25311	263	9	the	the	DET
eblip-25311	263	10	public	public	ADJ
eblip-25311	263	11	library	library	NOUN
eblip-25311	263	12	.	.	PUNCT
eblip-25311	264	1	public	public	ADJ
eblip-25311	264	2	libraries	library	NOUN
eblip-25311	264	3	,	,	PUNCT
eblip-25311	264	4	37(6	37(6	NUM
eblip-25311	264	5	)	)	PUNCT
eblip-25311	264	6	,	,	PUNCT
eblip-25311	264	7	370	370	NUM
eblip-25311	264	8	-	-	SYM
eblip-25311	264	9	375	375	NUM
eblip-25311	264	10	.	.	PUNCT
eblip-25311	264	11	.	.	PUNCT
eblip-25311	264	12	  	  	SPACE
eblip-25311	265	1	deane	deane	PROPN
eblip-25311	265	2	,	,	PUNCT
eblip-25311	265	3	g.	g.	PROPN
eblip-25311	265	4	(	(	PUNCT
eblip-25311	265	5	2003	2003	NUM
eblip-25311	265	6	)	)	PUNCT
eblip-25311	265	7	.	.	PUNCT
eblip-25311	266	1	bridging	bridge	VERB
eblip-25311	266	2	the	the	DET
eblip-25311	266	3	value	value	NOUN
eblip-25311	266	4	gap	gap	NOUN
eblip-25311	266	5	:	:	PUNCT
eblip-25311	266	6	getting	get	VERB
eblip-25311	266	7	past	past	ADJ
eblip-25311	266	8	professional	professional	ADJ
eblip-25311	266	9	values	value	NOUN
eblip-25311	266	10	to	to	ADP
eblip-25311	266	11	customer	customer	NOUN
eblip-25311	266	12	value	value	NOUN
eblip-25311	266	13	in	in	ADP
eblip-25311	266	14	the	the	DET
eblip-25311	266	15	public	public	ADJ
eblip-25311	266	16	library	library	NOUN
eblip-25311	266	17	.	.	PUNCT
eblip-25311	267	1	public	public	ADJ
eblip-25311	267	2	libraries	library	NOUN
eblip-25311	267	3	,	,	PUNCT
eblip-25311	267	4	42(5	42(5	NUM
eblip-25311	267	5	)	)	PUNCT
eblip-25311	267	6	,	,	PUNCT
eblip-25311	267	7	315	315	NUM
eblip-25311	267	8	-	-	SYM
eblip-25311	267	9	319	319	NUM
eblip-25311	267	10	.	.	PUNCT
eblip-25311	267	11	retrieved	retrieve	VERB
eblip-25311	267	12	from	from	ADP
eblip-25311	267	13	http://www.ala.org/pla/publications/publiclibraries	http://www.ala.org/pla/publications/publiclibrarie	NOUN
eblip-25311	267	14	  	  	SPACE
eblip-25311	267	15	foster	foster	ADJ
eblip-25311	267	16	,	,	PUNCT
eblip-25311	267	17	n.	n.	PROPN
eblip-25311	267	18	f.	f.	PROPN
eblip-25311	267	19	,	,	PUNCT
eblip-25311	267	20	&	&	CCONJ
eblip-25311	267	21	gibbons	gibbon	NOUN
eblip-25311	267	22	,	,	PUNCT
eblip-25311	267	23	s.	s.	PROPN
eblip-25311	267	24	,	,	PUNCT
eblip-25311	267	25	(	(	PUNCT
eblip-25311	267	26	2007	2007	NUM
eblip-25311	267	27	)	)	PUNCT
eblip-25311	267	28	.	.	PUNCT
eblip-25311	268	1	studying	study	VERB
eblip-25311	268	2	students	student	NOUN
eblip-25311	268	3	:	:	PUNCT
eblip-25311	268	4	the	the	DET
eblip-25311	268	5	undergraduate	undergraduate	ADJ
eblip-25311	268	6	research	research	NOUN
eblip-25311	268	7	project	project	NOUN
eblip-25311	268	8	at	at	ADP
eblip-25311	268	9	the	the	DET
eblip-25311	268	10	university	university	PROPN
eblip-25311	268	11	of	of	ADP
eblip-25311	268	12	rochester	rochester	PROPN
eblip-25311	268	13	.	.	PUNCT
eblip-25311	269	1	chicago	chicago	PROPN
eblip-25311	269	2	,	,	PUNCT
eblip-25311	269	3	il	il	PROPN
eblip-25311	269	4	:	:	PUNCT
eblip-25311	269	5	association	association	NOUN
eblip-25311	269	6	of	of	ADP
eblip-25311	269	7	college	college	NOUN
eblip-25311	269	8	and	and	CCONJ
eblip-25311	269	9	research	research	NOUN
eblip-25311	269	10	libraries	library	NOUN
eblip-25311	269	11	.	.	PUNCT
eblip-25311	269	12	  	  	SPACE
eblip-25311	270	1	foster	foster	ADJ
eblip-25311	270	2	,	,	PUNCT
eblip-25311	270	3	n.	n.	PROPN
eblip-25311	270	4	f.	f.	PROPN
eblip-25311	270	5	(	(	PUNCT
eblip-25311	270	6	ed	ed	NOUN
eblip-25311	270	7	.	.	PUNCT
eblip-25311	270	8	)	)	PUNCT
eblip-25311	271	1	(	(	PUNCT
eblip-25311	271	2	2013	2013	NUM
eblip-25311	271	3	)	)	PUNCT
eblip-25311	271	4	.	.	PUNCT
eblip-25311	272	1	studying	study	VERB
eblip-25311	272	2	students	student	NOUN
eblip-25311	272	3	:	:	PUNCT
eblip-25311	272	4	a	a	DET
eblip-25311	272	5	second	second	ADJ
eblip-25311	272	6	look	look	NOUN
eblip-25311	272	7	.	.	PUNCT
eblip-25311	273	1	chicago	chicago	PROPN
eblip-25311	273	2	,	,	PUNCT
eblip-25311	273	3	il	il	PROPN
eblip-25311	273	4	:	:	PUNCT
eblip-25311	273	5	association	association	NOUN
eblip-25311	273	6	of	of	ADP
eblip-25311	273	7	college	college	NOUN
eblip-25311	273	8	and	and	CCONJ
eblip-25311	273	9	research	research	NOUN
eblip-25311	273	10	libraries	library	NOUN
eblip-25311	273	11	.	.	PUNCT
eblip-25311	273	12	  	  	SPACE
eblip-25311	274	1	fox	fox	PROPN
eblip-25311	274	2	,	,	PUNCT
eblip-25311	274	3	r.	r.	PROPN
eblip-25311	274	4	&	&	CCONJ
eblip-25311	274	5	doshi	doshi	PROPN
eblip-25311	274	6	,	,	PUNCT
eblip-25311	274	7	a.	a.	NOUN
eblip-25311	274	8	(	(	PUNCT
eblip-25311	274	9	2011	2011	NUM
eblip-25311	274	10	)	)	PUNCT
eblip-25311	274	11	.	.	PUNCT
eblip-25311	275	1	library	library	PROPN
eblip-25311	275	2	user	user	PROPN
eblip-25311	275	3	experience	experience	NOUN
eblip-25311	275	4	.	.	PUNCT
eblip-25311	276	1	arl	arl	PROPN
eblip-25311	276	2	spec	spec	PROPN
eblip-25311	276	3	kit	kit	PROPN
eblip-25311	276	4	332	332	NUM
eblip-25311	276	5	.	.	PUNCT
eblip-25311	277	1	washington	washington	PROPN
eblip-25311	277	2	,	,	PUNCT
eblip-25311	277	3	dc	dc	PROPN
eblip-25311	277	4	:	:	PUNCT
eblip-25311	277	5	association	association	NOUN
eblip-25311	277	6	of	of	ADP
eblip-25311	277	7	research	research	NOUN
eblip-25311	277	8	libraries	library	NOUN
eblip-25311	277	9	.	.	PUNCT
eblip-25311	277	10	  	  	SPACE
eblip-25311	278	1	gavillet	gavillet	PROPN
eblip-25311	278	2	,	,	PUNCT
eblip-25311	278	3	e.	e.	PROPN
eblip-25311	278	4	l.	l.	PROPN
eblip-25311	278	5	(	(	PUNCT
eblip-25311	278	6	2011	2011	NUM
eblip-25311	278	7	)	)	PUNCT
eblip-25311	278	8	.	.	PUNCT
eblip-25311	279	1	the	the	DET
eblip-25311	279	2	“	"	PUNCT
eblip-25311	279	3	just	just	ADV
eblip-25311	279	4	do	do	VERB
eblip-25311	279	5	it	it	PRON
eblip-25311	279	6	”	"	PUNCT
eblip-25311	279	7	approach	approach	NOUN
eblip-25311	279	8	to	to	ADP
eblip-25311	279	9	customer	customer	NOUN
eblip-25311	279	10	service	service	NOUN
eblip-25311	279	11	development	development	NOUN
eblip-25311	279	12	:	:	PUNCT
eblip-25311	279	13	a	a	DET
eblip-25311	279	14	case	case	NOUN
eblip-25311	279	15	study	study	NOUN
eblip-25311	279	16	.	.	PUNCT
eblip-25311	280	1	college	college	PROPN
eblip-25311	280	2	&	&	CCONJ
eblip-25311	280	3	research	research	PROPN
eblip-25311	280	4	libraries	library	NOUN
eblip-25311	280	5	news	news	PROPN
eblip-25311	280	6	,	,	PUNCT
eblip-25311	280	7	72(4	72(4	NUM
eblip-25311	280	8	)	)	PUNCT
eblip-25311	280	9	,	,	PUNCT
eblip-25311	280	10	229	229	NUM
eblip-25311	280	11	-	-	SYM
eblip-25311	280	12	236	236	NUM
eblip-25311	280	13	.	.	PUNCT
eblip-25311	281	1	retrieved	retrieve	VERB
eblip-25311	281	2	from	from	ADP
eblip-25311	281	3	http://crln.acrl.org/	http://crln.acrl.org/	NOUN
eblip-25311	281	4	  	  	SPACE
eblip-25311	281	5	hammill	hammill	PROPN
eblip-25311	281	6	,	,	PUNCT
eblip-25311	281	7	s.	s.	PROPN
eblip-25311	281	8	j.	j.	PROPN
eblip-25311	281	9	&	&	CCONJ
eblip-25311	281	10	fojo	fojo	PROPN
eblip-25311	281	11	,	,	PUNCT
eblip-25311	281	12	e.	e.	PROPN
eblip-25311	281	13	(	(	PUNCT
eblip-25311	281	14	2013	2013	NUM
eblip-25311	281	15	)	)	PUNCT
eblip-25311	281	16	.	.	PUNCT
eblip-25311	282	1	using	use	VERB
eblip-25311	282	2	secret	secret	ADJ
eblip-25311	282	3	shopping	shopping	NOUN
eblip-25311	282	4	to	to	PART
eblip-25311	282	5	assess	assess	VERB
eblip-25311	282	6	student	student	NOUN
eblip-25311	282	7	assistant	assistant	NOUN
eblip-25311	282	8	training	training	NOUN
eblip-25311	282	9	.	.	PUNCT
eblip-25311	283	1	reference	reference	NOUN
eblip-25311	283	2	services	service	NOUN
eblip-25311	283	3	review	review	PROPN
eblip-25311	283	4	,	,	PUNCT
eblip-25311	283	5	41(3	41(3	NUM
eblip-25311	283	6	)	)	PUNCT
eblip-25311	283	7	,	,	PUNCT
eblip-25311	283	8	514	514	NUM
eblip-25311	283	9	-	-	SYM
eblip-25311	283	10	531	531	NUM
eblip-25311	283	11	.	.	PUNCT
eblip-25311	284	1	http://dx.doi.org/10.1108/rsr-12-2012-0086	http://dx.doi.org/10.1108/rsr-12-2012-0086	NOUN
eblip-25311	284	2	  	  	SPACE
eblip-25311	284	3	hernon	hernon	NOUN
eblip-25311	284	4	,	,	PUNCT
eblip-25311	284	5	p.	p.	NOUN
eblip-25311	284	6	,	,	PUNCT
eblip-25311	284	7	nitecki	nitecki	PROPN
eblip-25311	284	8	,	,	PUNCT
eblip-25311	284	9	d.	d.	PROPN
eblip-25311	284	10	a.	a.	PROPN
eblip-25311	284	11	,	,	PUNCT
eblip-25311	284	12	&	&	CCONJ
eblip-25311	284	13	altman	altman	PROPN
eblip-25311	284	14	,	,	PUNCT
eblip-25311	284	15	e.	e.	PROPN
eblip-25311	284	16	(	(	PUNCT
eblip-25311	284	17	1999	1999	NUM
eblip-25311	284	18	)	)	PUNCT
eblip-25311	284	19	.	.	PUNCT
eblip-25311	285	1	service	service	NOUN
eblip-25311	285	2	quality	quality	NOUN
eblip-25311	285	3	and	and	CCONJ
eblip-25311	285	4	customer	customer	NOUN
eblip-25311	285	5	satisfaction	satisfaction	NOUN
eblip-25311	285	6	:	:	PUNCT
eblip-25311	285	7	an	an	DET
eblip-25311	285	8	assessment	assessment	NOUN
eblip-25311	285	9	and	and	CCONJ
eblip-25311	285	10	future	future	ADJ
eblip-25311	285	11	directions	direction	NOUN
eblip-25311	285	12	.	.	PUNCT
eblip-25311	286	1	journal	journal	NOUN
eblip-25311	286	2	of	of	ADP
eblip-25311	286	3	academic	academic	ADJ
eblip-25311	286	4	librarianship	librarianship	NOUN
eblip-25311	286	5	,	,	PUNCT
eblip-25311	286	6	25(1	25(1	NUM
eblip-25311	286	7	)	)	PUNCT
eblip-25311	286	8	,	,	PUNCT
eblip-25311	286	9	9	9	NUM
eblip-25311	286	10	-	-	SYM
eblip-25311	286	11	17	17	NUM
eblip-25311	286	12	.	.	PUNCT
eblip-25311	287	1	http://dx.doi.org/10.1016/s0099-1333(99)80170-0	http://dx.doi.org/10.1016/s0099-1333(99)80170-0	NOUN
eblip-25311	287	2	  	  	SPACE
eblip-25311	287	3	kocevar	kocevar	NOUN
eblip-25311	287	4	-	-	PUNCT
eblip-25311	287	5	weidinger	weidinger	NOUN
eblip-25311	287	6	,	,	PUNCT
eblip-25311	287	7	e.	e.	PROPN
eblip-25311	287	8	,	,	PUNCT
eblip-25311	287	9	benjes	benjes	NOUN
eblip-25311	287	10	-	-	PUNCT
eblip-25311	287	11	small	small	ADJ
eblip-25311	287	12	,	,	PUNCT
eblip-25311	287	13	c.	c.	PROPN
eblip-25311	287	14	,	,	PUNCT
eblip-25311	287	15	ackermann	ackermann	PROPN
eblip-25311	287	16	,	,	PUNCT
eblip-25311	287	17	e.	e.	PROPN
eblip-25311	287	18	,	,	PUNCT
eblip-25311	287	19	&	&	CCONJ
eblip-25311	287	20	kinman	kinman	PROPN
eblip-25311	287	21	,	,	PUNCT
eblip-25311	287	22	v.	v.	PROPN
eblip-25311	287	23	r.	r.	PROPN
eblip-25311	287	24	(	(	PUNCT
eblip-25311	287	25	2010	2010	NUM
eblip-25311	287	26	)	)	PUNCT
eblip-25311	287	27	.	.	PUNCT
eblip-25311	288	1	why	why	SCONJ
eblip-25311	288	2	and	and	CCONJ
eblip-25311	288	3	how	how	SCONJ
eblip-25311	288	4	to	to	ADP
eblip-25311	288	5	mystery	mystery	NOUN
eblip-25311	288	6	shop	shop	VERB
eblip-25311	288	7	your	your	PRON
eblip-25311	288	8	reference	reference	NOUN
eblip-25311	288	9	desk	desk	NOUN
eblip-25311	288	10	.	.	PUNCT
eblip-25311	289	1	reference	reference	NOUN
eblip-25311	289	2	services	service	NOUN
eblip-25311	289	3	review	review	PROPN
eblip-25311	289	4	,	,	PUNCT
eblip-25311	289	5	38(1	38(1	NUM
eblip-25311	289	6	)	)	PUNCT
eblip-25311	289	7	,	,	PUNCT
eblip-25311	289	8	28	28	NUM
eblip-25311	289	9	-	-	SYM
eblip-25311	289	10	43	43	NUM
eblip-25311	289	11	.	.	PUNCT
eblip-25311	290	1	http://dx.doi.org/10.1108/00907321011020707	http://dx.doi.org/10.1108/00907321011020707	NOUN
eblip-25311	290	2	  	  	SPACE
eblip-25311	290	3	peters	peters	PROPN
eblip-25311	290	4	,	,	PUNCT
eblip-25311	290	5	k.	k.	PROPN
eblip-25311	290	6	(	(	PUNCT
eblip-25311	290	7	2011	2011	NUM
eblip-25311	290	8	)	)	PUNCT
eblip-25311	290	9	.	.	PUNCT
eblip-25311	291	1	office	office	NOUN
eblip-25311	291	2	depot	depot	NOUN
eblip-25311	291	3	's	's	PART
eblip-25311	291	4	president	president	NOUN
eblip-25311	291	5	on	on	ADP
eblip-25311	291	6	how	how	SCONJ
eblip-25311	291	7	"	"	PUNCT
eblip-25311	291	8	mystery	mystery	NOUN
eblip-25311	291	9	shopping	shopping	NOUN
eblip-25311	291	10	"	"	PUNCT
eblip-25311	291	11	helped	help	VERB
eblip-25311	291	12	spark	spark	VERB
eblip-25311	291	13	a	a	DET
eblip-25311	291	14	turnaround	turnaround	NOUN
eblip-25311	291	15	.	.	PUNCT
eblip-25311	292	1	harvard	harvard	PROPN
eblip-25311	292	2	business	business	PROPN
eblip-25311	292	3	review	review	PROPN
eblip-25311	292	4	,	,	PUNCT
eblip-25311	292	5	89(11	89(11	NUM
eblip-25311	292	6	)	)	PUNCT
eblip-25311	292	7	,	,	PUNCT
eblip-25311	292	8	47	47	NUM
eblip-25311	292	9	-	-	SYM
eblip-25311	292	10	50	50	NUM
eblip-25311	292	11	.	.	PUNCT
eblip-25311	292	12	retrieved	retrieve	VERB
eblip-25311	292	13	from	from	ADP
eblip-25311	292	14	https://hbr.org/	https://hbr.org/	PRON
eblip-25311	292	15	  	  	SPACE
eblip-25311	292	16	roy	roy	PROPN
eblip-25311	292	17	,	,	PUNCT
eblip-25311	292	18	l.	l.	PROPN
eblip-25311	292	19	,	,	PUNCT
eblip-25311	292	20	bolfing	bolfing	NOUN
eblip-25311	292	21	,	,	PUNCT
eblip-25311	292	22	t.	t.	PROPN
eblip-25311	292	23	,	,	PUNCT
eblip-25311	292	24	&	&	CCONJ
eblip-25311	292	25	brzozowski	brzozowski	PROPN
eblip-25311	292	26	,	,	PUNCT
eblip-25311	292	27	b.	b.	PROPN
eblip-25311	292	28	(	(	PUNCT
eblip-25311	292	29	2010	2010	NUM
eblip-25311	292	30	)	)	PUNCT
eblip-25311	292	31	.	.	PUNCT
eblip-25311	293	1	computer	computer	NOUN
eblip-25311	293	2	classes	class	NOUN
eblip-25311	293	3	for	for	ADP
eblip-25311	293	4	job	job	NOUN
eblip-25311	293	5	seekers	seeker	NOUN
eblip-25311	293	6	:	:	PUNCT
eblip-25311	293	7	lis	li	NOUN
eblip-25311	293	8	students	student	NOUN
eblip-25311	293	9	team	team	VERB
eblip-25311	293	10	with	with	ADP
eblip-25311	293	11	public	public	ADJ
eblip-25311	293	12	librarians	librarian	NOUN
eblip-25311	293	13	to	to	PART
eblip-25311	293	14	extend	extend	VERB
eblip-25311	293	15	public	public	ADJ
eblip-25311	293	16	services	service	NOUN
eblip-25311	293	17	.	.	PUNCT
eblip-25311	294	1	public	public	ADJ
eblip-25311	294	2	library	library	PROPN
eblip-25311	294	3	quarterly	quarterly	ADV
eblip-25311	294	4	,	,	PUNCT
eblip-25311	294	5	29(3	29(3	NUM
eblip-25311	294	6	)	)	PUNCT
eblip-25311	294	7	,	,	PUNCT
eblip-25311	294	8	193	193	NUM
eblip-25311	294	9	-	-	SYM
eblip-25311	294	10	209	209	NUM
eblip-25311	294	11	,	,	PUNCT
eblip-25311	294	12	http://dx.doi.org/10.1080/01616846.2010.502028	http://dx.doi.org/10.1080/01616846.2010.502028	ADJ
eblip-25311	294	13	.	.	PUNCT
eblip-25311	294	14	  	  	SPACE
eblip-25311	294	15	tesdell	tesdell	ADJ
eblip-25311	294	16	,	,	PUNCT
eblip-25311	294	17	k.	k.	PROPN
eblip-25311	294	18	(	(	PUNCT
eblip-25311	294	19	2000	2000	NUM
eblip-25311	294	20	)	)	PUNCT
eblip-25311	294	21	.	.	PUNCT
eblip-25311	295	1	evaluating	evaluate	VERB
eblip-25311	295	2	public	public	ADJ
eblip-25311	295	3	library	library	NOUN
eblip-25311	295	4	service	service	NOUN
eblip-25311	295	5	—	—	PUNCT
eblip-25311	295	6	the	the	DET
eblip-25311	295	7	mystery	mystery	NOUN
eblip-25311	295	8	shopper	shopper	NOUN
eblip-25311	295	9	approach	approach	NOUN
eblip-25311	295	10	.	.	PUNCT
eblip-25311	296	1	public	public	ADJ
eblip-25311	296	2	libraries	library	NOUN
eblip-25311	296	3	,	,	PUNCT
eblip-25311	296	4	39(3	39(3	NUM
eblip-25311	296	5	)	)	PUNCT
eblip-25311	296	6	,	,	PUNCT
eblip-25311	296	7	145	145	NUM
eblip-25311	296	8	.	.	PUNCT
eblip-25311	296	9	  	  	SPACE
eblip-25311	296	10	tierney	tierney	PROPN
eblip-25311	296	11	,	,	PUNCT
eblip-25311	296	12	j.	j.	PROPN
eblip-25311	296	13	(	(	PUNCT
eblip-25311	296	14	2012	2012	NUM
eblip-25311	296	15	,	,	PUNCT
eblip-25311	296	16	february	february	PROPN
eblip-25311	296	17	2	2	NUM
eblip-25311	296	18	)	)	PUNCT
eblip-25311	296	19	.	.	PUNCT
eblip-25311	297	1	nine	nine	NUM
eblip-25311	297	2	merchants	merchant	NOUN
eblip-25311	297	3	earn	earn	VERB
eblip-25311	297	4	top	top	ADJ
eblip-25311	297	5	marks	mark	NOUN
eblip-25311	297	6	in	in	ADP
eblip-25311	297	7	online	online	ADJ
eblip-25311	297	8	customer	customer	NOUN
eblip-25311	297	9	service	service	NOUN
eblip-25311	297	10	study	study	NOUN
eblip-25311	297	11	.	.	PUNCT
eblip-25311	298	1	multichannel	multichannel	PROPN
eblip-25311	298	2	merchant	merchant	NOUN
eblip-25311	298	3	exclusive	exclusive	ADJ
eblip-25311	298	4	insight	insight	NOUN
eblip-25311	298	5	.	.	PUNCT
eblip-25311	299	1	retrieved	retrieve	VERB
eblip-25311	299	2	from	from	ADP
eblip-25311	299	3	http://multichannelmerchant.com/ecommerce/nine-merchants-earn-top-marks-in-online-customer-service-study-02022012/	http://multichannelmerchant.com/ecommerce/nine-merchants-earn-top-marks-in-online-customer-service-study-02022012/	NOUN
eblip-25311	299	4	  	  	SPACE
eblip-25311	299	5	uncg	uncg	PROPN
eblip-25311	299	6	university	university	PROPN
eblip-25311	299	7	libraries	library	NOUN
eblip-25311	299	8	(	(	PUNCT
eblip-25311	299	9	2015a	2015a	NUM
eblip-25311	299	10	)	)	PUNCT
eblip-25311	299	11	.	.	PUNCT
eblip-25311	300	1	mission	mission	NOUN
eblip-25311	300	2	statement	statement	NOUN
eblip-25311	300	3	,	,	PUNCT
eblip-25311	300	4	goals	goal	NOUN
eblip-25311	300	5	and	and	CCONJ
eblip-25311	300	6	values	value	NOUN
eblip-25311	300	7	.	.	PUNCT
eblip-25311	301	1	retrieved	retrieve	VERB
eblip-25311	301	2	from	from	ADP
eblip-25311	301	3	http://library.uncg.edu/info/mission_statement.aspx	http://library.uncg.edu/info/mission_statement.aspx	PROPN
eblip-25311	301	4	  	  	SPACE
eblip-25311	301	5	uncg	uncg	PROPN
eblip-25311	301	6	university	university	PROPN
eblip-25311	301	7	libraries	library	NOUN
eblip-25311	301	8	(	(	PUNCT
eblip-25311	301	9	2015b	2015b	NUM
eblip-25311	301	10	)	)	PUNCT
eblip-25311	301	11	.	.	PUNCT
eblip-25311	302	1	customer	customer	NOUN
eblip-25311	302	2	service	service	NOUN
eblip-25311	302	3	skills	skill	NOUN
eblip-25311	302	4	.	.	PUNCT
eblip-25311	303	1	retrieved	retrieve	VERB
eblip-25311	303	2	from	from	ADP
eblip-25311	303	3	http://uncg.libguides.com/customerservice	http://uncg.libguides.com/customerservice	PROPN
eblip-25311	303	4	  	  	SPACE
eblip-25311	303	5	uncg	uncg	PROPN
eblip-25311	303	6	university	university	PROPN
eblip-25311	303	7	libraries	library	NOUN
eblip-25311	303	8	(	(	PUNCT
eblip-25311	303	9	2016	2016	NUM
eblip-25311	303	10	)	)	PUNCT
eblip-25311	303	11	assessment	assessment	NOUN
eblip-25311	303	12	information	information	NOUN
eblip-25311	303	13	.	.	PUNCT
eblip-25311	304	1	retrieved	retrieve	VERB
eblip-25311	304	2	from	from	ADP
eblip-25311	304	3	http://uncg.libguides.com/libassessment	http://uncg.libguides.com/libassessment	PROPN
eblip-25311	304	4	    	    	SPACE
eblip-25311	304	5	appendix	appendix	AUX
eblip-25311	304	6	a	a	DET
eblip-25311	304	7	mystery	mystery	NOUN
eblip-25311	304	8	shopper	shopper	NOUN
eblip-25311	304	9	questions	question	NOUN
eblip-25311	304	10	access	access	NOUN
eblip-25311	304	11	services	service	NOUN
eblip-25311	304	12	music	music	NOUN
eblip-25311	304	13	reference	reference	NOUN
eblip-25311	304	14	(	(	PUNCT
eblip-25311	304	15	now	now	ADV
eblip-25311	304	16	research	research	VERB
eblip-25311	304	17	outreach	outreach	NOUN
eblip-25311	304	18	and	and	CCONJ
eblip-25311	304	19	instruction	instruction	NOUN
eblip-25311	304	20	)	)	PUNCT
eblip-25311	304	21	special	special	ADJ
eblip-25311	304	22	collections	collection	NOUN
eblip-25311	304	23	and	and	CCONJ
eblip-25311	304	24	archives	archive	NOUN
eblip-25311	304	25	(	(	PUNCT
eblip-25311	304	26	scua	scua	VERB
eblip-25311	304	27	)	)	PUNCT
eblip-25311	304	28	what	what	PRON
eblip-25311	304	29	are	be	AUX
eblip-25311	304	30	your	your	PRON
eblip-25311	304	31	hours	hour	NOUN
eblip-25311	304	32	today	today	NOUN
eblip-25311	304	33	?	?	PUNCT
eblip-25311	305	1	i	i	PRON
eblip-25311	305	2	just	just	ADV
eblip-25311	305	3	heard	hear	VERB
eblip-25311	305	4	a	a	DET
eblip-25311	305	5	symphony	symphony	NOUN
eblip-25311	305	6	called	call	VERB
eblip-25311	305	7	witches	witch	NOUN
eblip-25311	305	8	sabbath	sabbath	PROPN
eblip-25311	305	9	.	.	PUNCT
eblip-25311	306	1	do	do	AUX
eblip-25311	306	2	you	you	PRON
eblip-25311	306	3	have	have	VERB
eblip-25311	306	4	a	a	DET
eblip-25311	306	5	recording	recording	NOUN
eblip-25311	306	6	of	of	ADP
eblip-25311	306	7	this	this	PRON
eblip-25311	306	8	on	on	ADP
eblip-25311	306	9	cd	cd	PROPN
eblip-25311	306	10	?	?	PUNCT
eblip-25311	307	1	when	when	SCONJ
eblip-25311	307	2	were	be	AUX
eblip-25311	307	3	presidents	president	NOUN
eblip-25311	307	4	only	only	ADV
eblip-25311	307	5	serving	serve	VERB
eblip-25311	307	6	two	two	NUM
eblip-25311	307	7	terms	term	NOUN
eblip-25311	307	8	and	and	CCONJ
eblip-25311	307	9	what	what	DET
eblip-25311	307	10	law	law	NOUN
eblip-25311	307	11	was	be	AUX
eblip-25311	307	12	that	that	PRON
eblip-25311	307	13	?	?	PUNCT
eblip-25311	308	1	how	how	SCONJ
eblip-25311	308	2	many	many	ADJ
eblip-25311	308	3	books	book	NOUN
eblip-25311	308	4	can	can	AUX
eblip-25311	308	5	i	i	PRON
eblip-25311	308	6	check	check	VERB
eblip-25311	308	7	out	out	ADP
eblip-25311	308	8	at	at	ADP
eblip-25311	308	9	one	one	NUM
eblip-25311	308	10	time	time	NOUN
eblip-25311	308	11	?	?	PUNCT
eblip-25311	309	1	i	i	PRON
eblip-25311	309	2	’m	’m	VERB
eblip-25311	309	3	in	in	ADP
eblip-25311	309	4	a	a	DET
eblip-25311	309	5	wheelchair	wheelchair	NOUN
eblip-25311	309	6	and	and	CCONJ
eblip-25311	309	7	i	i	PRON
eblip-25311	309	8	want	want	VERB
eblip-25311	309	9	to	to	PART
eblip-25311	309	10	come	come	VERB
eblip-25311	309	11	to	to	ADP
eblip-25311	309	12	the	the	DET
eblip-25311	309	13	library	library	NOUN
eblip-25311	309	14	?	?	PUNCT
eblip-25311	310	1	where	where	SCONJ
eblip-25311	310	2	can	can	AUX
eblip-25311	310	3	i	i	PRON
eblip-25311	310	4	park	park	VERB
eblip-25311	310	5	and	and	CCONJ
eblip-25311	310	6	how	how	SCONJ
eblip-25311	310	7	to	to	PART
eblip-25311	310	8	i	i	PRON
eblip-25311	310	9	get	get	VERB
eblip-25311	310	10	into	into	ADP
eblip-25311	310	11	the	the	DET
eblip-25311	310	12	building	building	NOUN
eblip-25311	310	13	?	?	PUNCT
eblip-25311	311	1	i	i	PRON
eblip-25311	311	2	’m	’m	VERB
eblip-25311	311	3	not	not	PART
eblip-25311	311	4	a	a	DET
eblip-25311	311	5	music	music	NOUN
eblip-25311	311	6	student	student	NOUN
eblip-25311	311	7	,	,	PUNCT
eblip-25311	311	8	but	but	CCONJ
eblip-25311	311	9	i	i	PRON
eblip-25311	311	10	need	need	VERB
eblip-25311	311	11	biographical	biographical	ADJ
eblip-25311	311	12	info	info	NOUN
eblip-25311	311	13	on	on	ADP
eblip-25311	311	14	stravinsky	stravinsky	NOUN
eblip-25311	311	15	for	for	ADP
eblip-25311	311	16	my	my	PRON
eblip-25311	311	17	russian	russian	ADJ
eblip-25311	311	18	history	history	NOUN
eblip-25311	311	19	class	class	NOUN
eblip-25311	311	20	.	.	PUNCT
eblip-25311	312	1	can	can	AUX
eblip-25311	312	2	you	you	PRON
eblip-25311	312	3	help	help	VERB
eblip-25311	312	4	me	i	PRON
eblip-25311	312	5	?	?	PUNCT
eblip-25311	313	1	i	i	PRON
eblip-25311	313	2	need	need	VERB
eblip-25311	313	3	to	to	PART
eblip-25311	313	4	research	research	VERB
eblip-25311	313	5	the	the	DET
eblip-25311	313	6	gaming	gaming	NOUN
eblip-25311	313	7	industry	industry	NOUN
eblip-25311	313	8	.	.	PUNCT
eblip-25311	314	1	i	i	PRON
eblip-25311	314	2	’d	’d	AUX
eblip-25311	314	3	like	like	VERB
eblip-25311	314	4	to	to	PART
eblip-25311	314	5	donate	donate	VERB
eblip-25311	314	6	some	some	DET
eblip-25311	314	7	books	book	NOUN
eblip-25311	314	8	to	to	ADP
eblip-25311	314	9	the	the	DET
eblip-25311	314	10	library	library	NOUN
eblip-25311	314	11	.	.	PUNCT
eblip-25311	315	1	who	who	PRON
eblip-25311	315	2	can	can	AUX
eblip-25311	315	3	i	i	PRON
eblip-25311	315	4	talk	talk	VERB
eblip-25311	315	5	to	to	ADP
eblip-25311	315	6	about	about	ADP
eblip-25311	315	7	this	this	PRON
eblip-25311	315	8	?	?	PUNCT
eblip-25311	316	1	i	i	PRON
eblip-25311	316	2	would	would	AUX
eblip-25311	316	3	like	like	VERB
eblip-25311	316	4	to	to	PART
eblip-25311	316	5	check	check	VERB
eblip-25311	316	6	out	out	ADP
eblip-25311	316	7	an	an	DET
eblip-25311	316	8	ipad	ipad	NOUN
eblip-25311	316	9	.	.	PUNCT
eblip-25311	317	1	how	how	SCONJ
eblip-25311	317	2	long	long	ADV
eblip-25311	317	3	can	can	AUX
eblip-25311	317	4	i	i	PRON
eblip-25311	317	5	keep	keep	VERB
eblip-25311	317	6	it	it	PRON
eblip-25311	317	7	and	and	CCONJ
eblip-25311	317	8	what	what	PRON
eblip-25311	317	9	downloads	download	VERB
eblip-25311	317	10	can	can	AUX
eblip-25311	317	11	i	i	PRON
eblip-25311	317	12	put	put	VERB
eblip-25311	317	13	on	on	ADP
eblip-25311	317	14	it	it	PRON
eblip-25311	317	15	?	?	PUNCT
eblip-25311	318	1	what	what	PRON
eblip-25311	318	2	are	be	AUX
eblip-25311	318	3	your	your	PRON
eblip-25311	318	4	hours	hour	NOUN
eblip-25311	318	5	today	today	NOUN
eblip-25311	318	6	?	?	PUNCT
eblip-25311	319	1	i	i	PRON
eblip-25311	319	2	’m	’m	AUX
eblip-25311	319	3	researching	research	VERB
eblip-25311	319	4	the	the	DET
eblip-25311	319	5	travel	travel	NOUN
eblip-25311	319	6	industry	industry	NOUN
eblip-25311	319	7	as	as	ADP
eblip-25311	319	8	a	a	DET
eblip-25311	319	9	possible	possible	ADJ
eblip-25311	319	10	career	career	NOUN
eblip-25311	319	11	.	.	PUNCT
eblip-25311	320	1	where	where	SCONJ
eblip-25311	320	2	can	can	AUX
eblip-25311	320	3	i	i	PRON
eblip-25311	320	4	look	look	VERB
eblip-25311	320	5	?	?	PUNCT
eblip-25311	321	1	i	i	PRON
eblip-25311	321	2	’m	’m	AUX
eblip-25311	321	3	looking	look	VERB
eblip-25311	321	4	at	at	ADP
eblip-25311	321	5	your	your	PRON
eblip-25311	321	6	homepage	homepage	NOUN
eblip-25311	321	7	,	,	PUNCT
eblip-25311	321	8	and	and	CCONJ
eblip-25311	321	9	i	i	PRON
eblip-25311	321	10	came	come	VERB
eblip-25311	321	11	across	across	ADP
eblip-25311	321	12	the	the	DET
eblip-25311	321	13	term	term	NOUN
eblip-25311	321	14	“	"	PUNCT
eblip-25311	321	15	finding	find	VERB
eblip-25311	321	16	aid	aid	NOUN
eblip-25311	321	17	.	.	PUNCT
eblip-25311	321	18	”	"	PUNCT
eblip-25311	322	1	what	what	PRON
eblip-25311	322	2	is	be	AUX
eblip-25311	322	3	that	that	PRON
eblip-25311	322	4	?	?	PUNCT
eblip-25311	323	1	how	how	SCONJ
eblip-25311	323	2	do	do	AUX
eblip-25311	323	3	i	i	PRON
eblip-25311	323	4	use	use	VERB
eblip-25311	323	5	it	it	PRON
eblip-25311	323	6	in	in	ADP
eblip-25311	323	7	my	my	PRON
eblip-25311	323	8	planned	planned	ADJ
eblip-25311	323	9	research	research	NOUN
eblip-25311	323	10	?	?	PUNCT
eblip-25311	324	1	how	how	SCONJ
eblip-25311	324	2	long	long	ADV
eblip-25311	324	3	can	can	AUX
eblip-25311	324	4	i	i	PRON
eblip-25311	324	5	check	check	VERB
eblip-25311	324	6	out	out	ADP
eblip-25311	324	7	items	item	NOUN
eblip-25311	324	8	?	?	PUNCT
eblip-25311	325	1	i	i	PRON
eblip-25311	325	2	need	need	VERB
eblip-25311	325	3	to	to	PART
eblip-25311	325	4	fax	fax	VERB
eblip-25311	325	5	something	something	PRON
eblip-25311	325	6	.	.	PUNCT
eblip-25311	326	1	can	can	AUX
eblip-25311	326	2	i	i	PRON
eblip-25311	326	3	do	do	VERB
eblip-25311	326	4	that	that	PRON
eblip-25311	326	5	here	here	ADV
eblip-25311	326	6	?	?	PUNCT
eblip-25311	327	1	i	i	PRON
eblip-25311	327	2	’m	’m	VERB
eblip-25311	327	3	supposed	suppose	VERB
eblip-25311	327	4	to	to	PART
eblip-25311	327	5	find	find	VERB
eblip-25311	327	6	some	some	DET
eblip-25311	327	7	blues	blue	NOUN
eblip-25311	327	8	music	music	NOUN
eblip-25311	327	9	for	for	ADP
eblip-25311	327	10	my	my	PRON
eblip-25311	327	11	african	african	ADJ
eblip-25311	327	12	american	american	ADJ
eblip-25311	327	13	history	history	NOUN
eblip-25311	327	14	class	class	NOUN
eblip-25311	327	15	.	.	PUNCT
eblip-25311	328	1	is	be	AUX
eblip-25311	328	2	there	there	PRON
eblip-25311	328	3	something	something	PRON
eblip-25311	328	4	i	i	PRON
eblip-25311	328	5	can	can	AUX
eblip-25311	328	6	find	find	VERB
eblip-25311	328	7	online	online	ADJ
eblip-25311	328	8	?	?	PUNCT
eblip-25311	329	1	can	can	AUX
eblip-25311	329	2	i	i	PRON
eblip-25311	329	3	scan	scan	VERB
eblip-25311	329	4	something	something	PRON
eblip-25311	329	5	in	in	ADP
eblip-25311	329	6	the	the	DET
eblip-25311	329	7	library	library	NOUN
eblip-25311	329	8	?	?	PUNCT
eblip-25311	330	1	i	i	PRON
eblip-25311	330	2	need	need	VERB
eblip-25311	330	3	to	to	PART
eblip-25311	330	4	change	change	VERB
eblip-25311	330	5	my	my	PRON
eblip-25311	330	6	uncg	uncg	PROPN
eblip-25311	330	7	password	password	NOUN
eblip-25311	330	8	.	.	PUNCT
eblip-25311	331	1	where	where	SCONJ
eblip-25311	331	2	can	can	AUX
eblip-25311	331	3	i	i	PRON
eblip-25311	331	4	do	do	VERB
eblip-25311	331	5	that	that	PRON
eblip-25311	331	6	?	?	PUNCT
eblip-25311	332	1	i	i	PRON
eblip-25311	332	2	’d	’d	NOUN
eblip-25311	332	3	like	like	ADP
eblip-25311	332	4	this	this	DET
eblip-25311	332	5	cd	cd	NOUN
eblip-25311	332	6	please	please	INTJ
eblip-25311	332	7	.	.	PUNCT
eblip-25311	333	1	i	i	PRON
eblip-25311	333	2	need	need	VERB
eblip-25311	333	3	to	to	PART
eblip-25311	333	4	fax	fax	VERB
eblip-25311	333	5	something	something	PRON
eblip-25311	333	6	.	.	PUNCT
eblip-25311	334	1	can	can	AUX
eblip-25311	334	2	i	i	PRON
eblip-25311	334	3	do	do	VERB
eblip-25311	334	4	that	that	PRON
eblip-25311	334	5	here	here	ADV
eblip-25311	334	6	?	?	PUNCT
eblip-25311	335	1	can	can	AUX
eblip-25311	335	2	i	i	PRON
eblip-25311	335	3	check	check	VERB
eblip-25311	335	4	out	out	ADP
eblip-25311	335	5	materials	material	NOUN
eblip-25311	335	6	from	from	ADP
eblip-25311	335	7	special	special	ADJ
eblip-25311	335	8	collections	collection	NOUN
eblip-25311	335	9	and	and	CCONJ
eblip-25311	335	10	university	university	NOUN
eblip-25311	335	11	archives	archive	NOUN
eblip-25311	335	12	?	?	PUNCT
eblip-25311	336	1	do	do	AUX
eblip-25311	336	2	you	you	PRON
eblip-25311	336	3	have	have	VERB
eblip-25311	336	4	your	your	PRON
eblip-25311	336	5	policies	policy	NOUN
eblip-25311	336	6	posted	post	VERB
eblip-25311	336	7	online	online	ADV
eblip-25311	336	8	?	?	PUNCT
eblip-25311	337	1	if	if	SCONJ
eblip-25311	337	2	so	so	ADV
eblip-25311	337	3	,	,	PUNCT
eblip-25311	337	4	can	can	AUX
eblip-25311	337	5	you	you	PRON
eblip-25311	337	6	show	show	VERB
eblip-25311	337	7	me	i	PRON
eblip-25311	337	8	where	where	SCONJ
eblip-25311	337	9	they	they	PRON
eblip-25311	337	10	are	be	AUX
eblip-25311	337	11	on	on	ADP
eblip-25311	337	12	the	the	DET
eblip-25311	337	13	library	library	NOUN
eblip-25311	337	14	site	site	NOUN
eblip-25311	337	15	?	?	PUNCT
eblip-25311	337	16	is	be	AUX
eblip-25311	337	17	there	there	PRON
eblip-25311	337	18	a	a	DET
eblip-25311	337	19	place	place	NOUN
eblip-25311	337	20	i	i	PRON
eblip-25311	337	21	can	can	AUX
eblip-25311	337	22	meet	meet	VERB
eblip-25311	337	23	my	my	PRON
eblip-25311	337	24	group	group	NOUN
eblip-25311	337	25	in	in	ADP
eblip-25311	337	26	the	the	DET
eblip-25311	337	27	library	library	NOUN
eblip-25311	337	28	?	?	PUNCT
eblip-25311	338	1	do	do	AUX
eblip-25311	338	2	you	you	PRON
eblip-25311	338	3	take	take	VERB
eblip-25311	338	4	donations	donation	NOUN
eblip-25311	338	5	of	of	ADP
eblip-25311	338	6	lp	lp	NOUN
eblip-25311	338	7	’s	’s	NOUN
eblip-25311	338	8	?	?	PUNCT
eblip-25311	339	1	i	i	PRON
eblip-25311	339	2	need	need	VERB
eblip-25311	339	3	to	to	PART
eblip-25311	339	4	find	find	VERB
eblip-25311	339	5	financial	financial	ADJ
eblip-25311	339	6	information	information	NOUN
eblip-25311	339	7	about	about	ADP
eblip-25311	339	8	the	the	DET
eblip-25311	339	9	hilton	hilton	PROPN
eblip-25311	339	10	hotel	hotel	NOUN
eblip-25311	339	11	chain	chain	NOUN
eblip-25311	339	12	.	.	PUNCT
eblip-25311	340	1	what	what	PRON
eblip-25311	340	2	are	be	AUX
eblip-25311	340	3	your	your	PRON
eblip-25311	340	4	hours	hour	NOUN
eblip-25311	340	5	today	today	NOUN
eblip-25311	340	6	?	?	PUNCT
eblip-25311	341	1	i	i	PRON
eblip-25311	341	2	need	need	VERB
eblip-25311	341	3	to	to	PART
eblip-25311	341	4	make	make	VERB
eblip-25311	341	5	a	a	DET
eblip-25311	341	6	color	color	NOUN
eblip-25311	341	7	print	print	NOUN
eblip-25311	341	8	.	.	PUNCT
eblip-25311	342	1	where	where	SCONJ
eblip-25311	342	2	can	can	AUX
eblip-25311	342	3	i	i	PRON
eblip-25311	342	4	do	do	VERB
eblip-25311	342	5	that	that	PRON
eblip-25311	342	6	?	?	PUNCT
eblip-25311	343	1	do	do	AUX
eblip-25311	343	2	you	you	PRON
eblip-25311	343	3	have	have	VERB
eblip-25311	343	4	a	a	DET
eblip-25311	343	5	score	score	NOUN
eblip-25311	343	6	of	of	ADP
eblip-25311	343	7	beethoven	beethoven	PROPN
eblip-25311	343	8	’s	’s	PROPN
eblip-25311	343	9	eroica	eroica	PROPN
eblip-25311	343	10	symphony	symphony	NOUN
eblip-25311	343	11	?	?	PUNCT
eblip-25311	344	1	i	i	PRON
eblip-25311	344	2	’m	’m	AUX
eblip-25311	344	3	looking	look	VERB
eblip-25311	344	4	for	for	ADP
eblip-25311	344	5	an	an	DET
eblip-25311	344	6	article	article	NOUN
eblip-25311	344	7	from	from	ADP
eblip-25311	344	8	the	the	DET
eblip-25311	344	9	nats	nat	NOUN
eblip-25311	344	10	journal	journal	NOUN
eblip-25311	344	11	from	from	ADP
eblip-25311	344	12	1994	1994	NUM
eblip-25311	344	13	and	and	CCONJ
eblip-25311	344	14	i	i	PRON
eblip-25311	344	15	ca	can	AUX
eblip-25311	344	16	n’t	not	PART
eblip-25311	344	17	find	find	VERB
eblip-25311	344	18	it	it	PRON
eblip-25311	344	19	online	online	ADV
eblip-25311	344	20	.	.	PUNCT
eblip-25311	345	1	when	when	SCONJ
eblip-25311	345	2	did	do	AUX
eblip-25311	345	3	uncg	uncg	PROPN
eblip-25311	345	4	change	change	VERB
eblip-25311	345	5	from	from	ADP
eblip-25311	345	6	being	be	AUX
eblip-25311	345	7	a	a	DET
eblip-25311	345	8	women	woman	NOUN
eblip-25311	345	9	’s	’s	PART
eblip-25311	345	10	college	college	NOUN
eblip-25311	345	11	to	to	ADP
eblip-25311	345	12	a	a	DET
eblip-25311	345	13	co	co	NOUN
eblip-25311	345	14	-	-	PROPN
eblip-25311	345	15	ed	ed	NOUN
eblip-25311	345	16	university	university	NOUN
eblip-25311	345	17	?	?	PUNCT
eblip-25311	346	1	i	i	PRON
eblip-25311	346	2	need	need	VERB
eblip-25311	346	3	help	help	NOUN
eblip-25311	346	4	with	with	ADP
eblip-25311	346	5	my	my	PRON
eblip-25311	346	6	laptop	laptop	NOUN
eblip-25311	346	7	.	.	PUNCT
eblip-25311	347	1	where	where	SCONJ
eblip-25311	347	2	can	can	AUX
eblip-25311	347	3	i	i	PRON
eblip-25311	347	4	go	go	VERB
eblip-25311	347	5	?	?	PUNCT
eblip-25311	348	1	how	how	SCONJ
eblip-25311	348	2	long	long	ADV
eblip-25311	348	3	can	can	AUX
eblip-25311	348	4	i	i	PRON
eblip-25311	348	5	check	check	VERB
eblip-25311	348	6	out	out	ADP
eblip-25311	348	7	items	item	NOUN
eblip-25311	348	8	?	?	PUNCT
eblip-25311	349	1	i	i	PRON
eblip-25311	349	2	need	need	VERB
eblip-25311	349	3	to	to	PART
eblip-25311	349	4	cite	cite	VERB
eblip-25311	349	5	this	this	DET
eblip-25311	349	6	article	article	NOUN
eblip-25311	349	7	in	in	ADP
eblip-25311	349	8	apa	apa	PROPN
eblip-25311	349	9	citation	citation	NOUN
eblip-25311	349	10	style	style	NOUN
eblip-25311	349	11	.	.	PUNCT
eblip-25311	350	1	my	my	PRON
eblip-25311	350	2	grandmother	grandmother	NOUN
eblip-25311	350	3	graduated	graduate	VERB
eblip-25311	350	4	in	in	ADP
eblip-25311	350	5	1945	1945	NUM
eblip-25311	350	6	;	;	PUNCT
eblip-25311	350	7	i	i	PRON
eblip-25311	350	8	’d	’d	NOUN
eblip-25311	350	9	like	like	INTJ
eblip-25311	350	10	to	to	PART
eblip-25311	350	11	find	find	VERB
eblip-25311	350	12	her	her	PRON
eblip-25311	350	13	picture	picture	NOUN
eblip-25311	350	14	in	in	ADP
eblip-25311	350	15	the	the	DET
eblip-25311	350	16	yearbook	yearbook	NOUN
eblip-25311	350	17	.	.	PUNCT
eblip-25311	351	1	how	how	SCONJ
eblip-25311	351	2	do	do	AUX
eblip-25311	351	3	i	i	PRON
eblip-25311	351	4	renew	renew	VERB
eblip-25311	351	5	my	my	PRON
eblip-25311	351	6	books	book	NOUN
eblip-25311	351	7	?	?	PUNCT
eblip-25311	352	1	i	i	PRON
eblip-25311	352	2	’m	’m	AUX
eblip-25311	352	3	looking	look	VERB
eblip-25311	352	4	for	for	ADP
eblip-25311	352	5	a	a	DET
eblip-25311	352	6	recording	recording	NOUN
eblip-25311	352	7	of	of	ADP
eblip-25311	352	8	“	"	PUNCT
eblip-25311	352	9	alexander	alexander	PROPN
eblip-25311	352	10	’s	’s	PROPN
eblip-25311	352	11	ragtime	ragtime	PROPN
eblip-25311	352	12	band	band	NOUN
eblip-25311	352	13	”	"	PUNCT
eblip-25311	352	14	to	to	PART
eblip-25311	352	15	use	use	VERB
eblip-25311	352	16	for	for	ADP
eblip-25311	352	17	an	an	DET
eblip-25311	352	18	american	american	ADJ
eblip-25311	352	19	social	social	ADJ
eblip-25311	352	20	history	history	NOUN
eblip-25311	352	21	class	class	NOUN
eblip-25311	352	22	.	.	PUNCT
eblip-25311	353	1	is	be	AUX
eblip-25311	353	2	there	there	PRON
eblip-25311	353	3	a	a	DET
eblip-25311	353	4	way	way	NOUN
eblip-25311	353	5	i	i	PRON
eblip-25311	353	6	can	can	AUX
eblip-25311	353	7	get	get	VERB
eblip-25311	353	8	that	that	DET
eblip-25311	353	9	online	online	NOUN
eblip-25311	353	10	?	?	PUNCT
eblip-25311	354	1	which	which	DET
eblip-25311	354	2	supreme	supreme	PROPN
eblip-25311	354	3	court	court	PROPN
eblip-25311	354	4	justice	justice	PROPN
eblip-25311	354	5	has	have	AUX
eblip-25311	354	6	been	be	AUX
eblip-25311	354	7	on	on	ADP
eblip-25311	354	8	the	the	DET
eblip-25311	354	9	court	court	NOUN
eblip-25311	354	10	the	the	DET
eblip-25311	354	11	longest	long	ADJ
eblip-25311	354	12	and	and	CCONJ
eblip-25311	354	13	who	who	PRON
eblip-25311	354	14	appointed	appoint	VERB
eblip-25311	354	15	him	he	PRON
eblip-25311	354	16	or	or	CCONJ
eblip-25311	354	17	her	she	PRON
eblip-25311	354	18	?	?	PUNCT
eblip-25311	355	1	my	my	PRON
eblip-25311	355	2	family	family	NOUN
eblip-25311	355	3	has	have	VERB
eblip-25311	355	4	a	a	DET
eblip-25311	355	5	large	large	ADJ
eblip-25311	355	6	collection	collection	NOUN
eblip-25311	355	7	of	of	ADP
eblip-25311	355	8	old	old	ADJ
eblip-25311	355	9	papers	paper	NOUN
eblip-25311	355	10	that	that	PRON
eblip-25311	355	11	seem	seem	VERB
eblip-25311	355	12	to	to	PART
eblip-25311	355	13	be	be	AUX
eblip-25311	355	14	related	relate	VERB
eblip-25311	355	15	to	to	ADP
eblip-25311	355	16	greensboro	greensboro	PROPN
eblip-25311	355	17	and	and	CCONJ
eblip-25311	355	18	uncg	uncg	PROPN
eblip-25311	355	19	.	.	PUNCT
eblip-25311	356	1	can	can	AUX
eblip-25311	356	2	i	i	PRON
eblip-25311	356	3	scan	scan	VERB
eblip-25311	356	4	something	something	PRON
eblip-25311	356	5	in	in	ADP
eblip-25311	356	6	the	the	DET
eblip-25311	356	7	library	library	NOUN
eblip-25311	356	8	?	?	PUNCT
eblip-25311	357	1	i	i	PRON
eblip-25311	357	2	need	need	VERB
eblip-25311	357	3	to	to	PART
eblip-25311	357	4	find	find	VERB
eblip-25311	357	5	a	a	DET
eblip-25311	357	6	recording	recording	NOUN
eblip-25311	357	7	of	of	ADP
eblip-25311	357	8	“	"	PUNCT
eblip-25311	357	9	brahms	brahms	PROPN
eblip-25311	357	10	requiem	requiem	NOUN
eblip-25311	357	11	.	.	PUNCT
eblip-25311	357	12	”	"	PUNCT
eblip-25311	358	1	i	i	PRON
eblip-25311	358	2	’m	’m	VERB
eblip-25311	358	3	not	not	PART
eblip-25311	358	4	a	a	DET
eblip-25311	358	5	music	music	NOUN
eblip-25311	358	6	student	student	NOUN
eblip-25311	358	7	.	.	PUNCT
eblip-25311	359	1	can	can	AUX
eblip-25311	359	2	i	i	PRON
eblip-25311	359	3	check	check	VERB
eblip-25311	359	4	out	out	ADP
eblip-25311	359	5	the	the	DET
eblip-25311	359	6	cd	cd	PROPN
eblip-25311	359	7	?	?	PUNCT
eblip-25311	360	1	i	i	PRON
eblip-25311	360	2	need	need	VERB
eblip-25311	360	3	some	some	DET
eblip-25311	360	4	films	film	NOUN
eblip-25311	360	5	on	on	ADP
eblip-25311	360	6	how	how	SCONJ
eblip-25311	360	7	to	to	PART
eblip-25311	360	8	prepare	prepare	VERB
eblip-25311	360	9	for	for	ADP
eblip-25311	360	10	a	a	DET
eblip-25311	360	11	job	job	NOUN
eblip-25311	360	12	interview	interview	NOUN
eblip-25311	360	13	.	.	PUNCT
eblip-25311	361	1	i	i	PRON
eblip-25311	361	2	am	be	AUX
eblip-25311	361	3	completing	complete	VERB
eblip-25311	361	4	a	a	DET
eblip-25311	361	5	research	research	NOUN
eblip-25311	361	6	paper	paper	NOUN
eblip-25311	361	7	for	for	ADP
eblip-25311	361	8	a	a	DET
eblip-25311	361	9	history	history	NOUN
eblip-25311	361	10	class	class	NOUN
eblip-25311	361	11	.	.	PUNCT
eblip-25311	362	1	i	i	PRON
eblip-25311	362	2	used	use	VERB
eblip-25311	362	3	your	your	PRON
eblip-25311	362	4	university	university	NOUN
eblip-25311	362	5	archives	archive	NOUN
eblip-25311	362	6	collection	collection	NOUN
eblip-25311	362	7	.	.	PUNCT
eblip-25311	363	1	is	be	AUX
eblip-25311	363	2	there	there	PRON
eblip-25311	363	3	a	a	DET
eblip-25311	363	4	specific	specific	ADJ
eblip-25311	363	5	way	way	NOUN
eblip-25311	363	6	to	to	PART
eblip-25311	363	7	cite	cite	VERB
eblip-25311	363	8	my	my	PRON
eblip-25311	363	9	sources	source	NOUN
eblip-25311	363	10	?	?	PUNCT
eblip-25311	363	11	    	    	SPACE
eblip-25311	364	1	appendix	appendix	NOUN
eblip-25311	364	2	b	b	NOUN
eblip-25311	364	3	mystery	mystery	NOUN
eblip-25311	364	4	shopper	shopper	NOUN
eblip-25311	364	5	rating	rating	NOUN
eblip-25311	364	6	sheet	sheet	NOUN
eblip-25311	364	7	    	    	SPACE