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work_e45ah6d3gffmzaq4ar5j4tdvua 10 27 ) ) -RRB- work_e45ah6d3gffmzaq4ar5j4tdvua 10 28 furthermore furthermore RB work_e45ah6d3gffmzaq4ar5j4tdvua 10 29 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 10 30 it -PRON- PRP work_e45ah6d3gffmzaq4ar5j4tdvua 10 31 is be VBZ work_e45ah6d3gffmzaq4ar5j4tdvua 10 32 beneficiary beneficiary NN work_e45ah6d3gffmzaq4ar5j4tdvua 10 33 to to TO work_e45ah6d3gffmzaq4ar5j4tdvua 10 34 invest invest VB work_e45ah6d3gffmzaq4ar5j4tdvua 10 35 in in IN work_e45ah6d3gffmzaq4ar5j4tdvua 10 36 complaint complaint NN work_e45ah6d3gffmzaq4ar5j4tdvua 10 37 handling handling NN work_e45ah6d3gffmzaq4ar5j4tdvua 10 38 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 10 39 since since IN work_e45ah6d3gffmzaq4ar5j4tdvua 10 40 these these DT work_e45ah6d3gffmzaq4ar5j4tdvua 10 41 investments investment NNS work_e45ah6d3gffmzaq4ar5j4tdvua 10 42 are be VBP work_e45ah6d3gffmzaq4ar5j4tdvua 10 43 likely likely JJ work_e45ah6d3gffmzaq4ar5j4tdvua 10 44 to to TO work_e45ah6d3gffmzaq4ar5j4tdvua 10 45 influence influence VB work_e45ah6d3gffmzaq4ar5j4tdvua 10 46 customers customer NNS work_e45ah6d3gffmzaq4ar5j4tdvua 10 47 ’ ’ POS work_e45ah6d3gffmzaq4ar5j4tdvua 10 48 future future JJ work_e45ah6d3gffmzaq4ar5j4tdvua 10 49 behavior behavior NN work_e45ah6d3gffmzaq4ar5j4tdvua 10 50 and and CC work_e45ah6d3gffmzaq4ar5j4tdvua 10 51 ( ( -LRB- work_e45ah6d3gffmzaq4ar5j4tdvua 10 52 iii iii NN work_e45ah6d3gffmzaq4ar5j4tdvua 10 53 ) ) -RRB- work_e45ah6d3gffmzaq4ar5j4tdvua 10 54 survival survival NN work_e45ah6d3gffmzaq4ar5j4tdvua 10 55 forests forest NNS work_e45ah6d3gffmzaq4ar5j4tdvua 10 56 are be VBP work_e45ah6d3gffmzaq4ar5j4tdvua 10 57 a a DT work_e45ah6d3gffmzaq4ar5j4tdvua 10 58 helpful helpful JJ work_e45ah6d3gffmzaq4ar5j4tdvua 10 59 tool tool NN work_e45ah6d3gffmzaq4ar5j4tdvua 10 60 to to TO work_e45ah6d3gffmzaq4ar5j4tdvua 10 61 investigate investigate VB work_e45ah6d3gffmzaq4ar5j4tdvua 10 62 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 10 63 impact impact NN work_e45ah6d3gffmzaq4ar5j4tdvua 10 64 of of IN work_e45ah6d3gffmzaq4ar5j4tdvua 10 65 complaint complaint NN work_e45ah6d3gffmzaq4ar5j4tdvua 10 66 handling handle VBG work_e45ah6d3gffmzaq4ar5j4tdvua 10 67 on on IN work_e45ah6d3gffmzaq4ar5j4tdvua 10 68 future future JJ work_e45ah6d3gffmzaq4ar5j4tdvua 10 69 customer customer NN work_e45ah6d3gffmzaq4ar5j4tdvua 10 70 behavior behavior NN work_e45ah6d3gffmzaq4ar5j4tdvua 10 71 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 10 72 since since IN work_e45ah6d3gffmzaq4ar5j4tdvua 10 73 its -PRON- PRP$ work_e45ah6d3gffmzaq4ar5j4tdvua 10 74 components component NNS work_e45ah6d3gffmzaq4ar5j4tdvua 10 75 provide provide VBP work_e45ah6d3gffmzaq4ar5j4tdvua 10 76 evidence evidence NN work_e45ah6d3gffmzaq4ar5j4tdvua 10 77 of of IN work_e45ah6d3gffmzaq4ar5j4tdvua 10 78 changing change VBG work_e45ah6d3gffmzaq4ar5j4tdvua 10 79 effects effect NNS work_e45ah6d3gffmzaq4ar5j4tdvua 10 80 over over IN work_e45ah6d3gffmzaq4ar5j4tdvua 10 81 time time NN work_e45ah6d3gffmzaq4ar5j4tdvua 10 82 . . . work_e45ah6d3gffmzaq4ar5j4tdvua 11 1 q q NNP work_e45ah6d3gffmzaq4ar5j4tdvua 11 2 2005 2005 CD work_e45ah6d3gffmzaq4ar5j4tdvua 11 3 Elsevier Elsevier NNP work_e45ah6d3gffmzaq4ar5j4tdvua 11 4 Ltd. Ltd. NNP work_e45ah6d3gffmzaq4ar5j4tdvua 11 5 All all DT work_e45ah6d3gffmzaq4ar5j4tdvua 11 6 rights right NNS work_e45ah6d3gffmzaq4ar5j4tdvua 11 7 reserved reserve VBN work_e45ah6d3gffmzaq4ar5j4tdvua 11 8 . . . work_e45ah6d3gffmzaq4ar5j4tdvua 12 1 Keywords keyword NNS work_e45ah6d3gffmzaq4ar5j4tdvua 12 2 : : : work_e45ah6d3gffmzaq4ar5j4tdvua 12 3 Data datum NNS work_e45ah6d3gffmzaq4ar5j4tdvua 12 4 mining mining NN work_e45ah6d3gffmzaq4ar5j4tdvua 12 5 ; ; : work_e45ah6d3gffmzaq4ar5j4tdvua 12 6 Customer customer NN work_e45ah6d3gffmzaq4ar5j4tdvua 12 7 relationship relationship NN work_e45ah6d3gffmzaq4ar5j4tdvua 12 8 management management NN work_e45ah6d3gffmzaq4ar5j4tdvua 12 9 ; ; : work_e45ah6d3gffmzaq4ar5j4tdvua 12 10 Consumer consumer NN work_e45ah6d3gffmzaq4ar5j4tdvua 12 11 complaint complaint NN work_e45ah6d3gffmzaq4ar5j4tdvua 12 12 behavior behavior NN work_e45ah6d3gffmzaq4ar5j4tdvua 12 13 ; ; : work_e45ah6d3gffmzaq4ar5j4tdvua 12 14 Actual actual JJ work_e45ah6d3gffmzaq4ar5j4tdvua 12 15 customer customer NN work_e45ah6d3gffmzaq4ar5j4tdvua 12 16 behavior behavior NN work_e45ah6d3gffmzaq4ar5j4tdvua 12 17 ; ; : work_e45ah6d3gffmzaq4ar5j4tdvua 12 18 Proportionality proportionality NN work_e45ah6d3gffmzaq4ar5j4tdvua 12 19 ; ; : work_e45ah6d3gffmzaq4ar5j4tdvua 12 20 Survival Survival NNP work_e45ah6d3gffmzaq4ar5j4tdvua 12 21 forests forest NNS work_e45ah6d3gffmzaq4ar5j4tdvua 12 22 1 1 CD work_e45ah6d3gffmzaq4ar5j4tdvua 12 23 . . . work_e45ah6d3gffmzaq4ar5j4tdvua 13 1 Introduction introduction NN work_e45ah6d3gffmzaq4ar5j4tdvua 13 2 According accord VBG work_e45ah6d3gffmzaq4ar5j4tdvua 13 3 to to IN work_e45ah6d3gffmzaq4ar5j4tdvua 13 4 Keaveney Keaveney NNP work_e45ah6d3gffmzaq4ar5j4tdvua 13 5 ( ( -LRB- work_e45ah6d3gffmzaq4ar5j4tdvua 13 6 1995 1995 CD work_e45ah6d3gffmzaq4ar5j4tdvua 13 7 ) ) -RRB- work_e45ah6d3gffmzaq4ar5j4tdvua 13 8 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 13 9 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 13 10 two two CD work_e45ah6d3gffmzaq4ar5j4tdvua 13 11 major major JJ work_e45ah6d3gffmzaq4ar5j4tdvua 13 12 reasons reason NNS work_e45ah6d3gffmzaq4ar5j4tdvua 13 13 why why WRB work_e45ah6d3gffmzaq4ar5j4tdvua 13 14 customers customer NNS work_e45ah6d3gffmzaq4ar5j4tdvua 13 15 switch switch VBP work_e45ah6d3gffmzaq4ar5j4tdvua 13 16 service service NN work_e45ah6d3gffmzaq4ar5j4tdvua 13 17 providers provider NNS work_e45ah6d3gffmzaq4ar5j4tdvua 13 18 are be VBP work_e45ah6d3gffmzaq4ar5j4tdvua 13 19 : : : work_e45ah6d3gffmzaq4ar5j4tdvua 13 20 ( ( -LRB- work_e45ah6d3gffmzaq4ar5j4tdvua 13 21 1 1 LS work_e45ah6d3gffmzaq4ar5j4tdvua 13 22 ) ) -RRB- work_e45ah6d3gffmzaq4ar5j4tdvua 13 23 core core NN work_e45ah6d3gffmzaq4ar5j4tdvua 13 24 service service NN work_e45ah6d3gffmzaq4ar5j4tdvua 13 25 failures failure NNS work_e45ah6d3gffmzaq4ar5j4tdvua 13 26 and and CC work_e45ah6d3gffmzaq4ar5j4tdvua 13 27 ( ( -LRB- work_e45ah6d3gffmzaq4ar5j4tdvua 13 28 2 2 LS work_e45ah6d3gffmzaq4ar5j4tdvua 13 29 ) ) -RRB- work_e45ah6d3gffmzaq4ar5j4tdvua 13 30 unfavorable unfavorable JJ work_e45ah6d3gffmzaq4ar5j4tdvua 13 31 service service NN work_e45ah6d3gffmzaq4ar5j4tdvua 13 32 encounters encounter NNS work_e45ah6d3gffmzaq4ar5j4tdvua 13 33 with with IN work_e45ah6d3gffmzaq4ar5j4tdvua 13 34 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 13 35 company company NN work_e45ah6d3gffmzaq4ar5j4tdvua 13 36 ’s ’s POS work_e45ah6d3gffmzaq4ar5j4tdvua 13 37 personnel personnel NNS work_e45ah6d3gffmzaq4ar5j4tdvua 13 38 . . . work_e45ah6d3gffmzaq4ar5j4tdvua 14 1 When when WRB work_e45ah6d3gffmzaq4ar5j4tdvua 14 2 customers customer NNS work_e45ah6d3gffmzaq4ar5j4tdvua 14 3 face face VBP work_e45ah6d3gffmzaq4ar5j4tdvua 14 4 a a DT work_e45ah6d3gffmzaq4ar5j4tdvua 14 5 problem problem NN work_e45ah6d3gffmzaq4ar5j4tdvua 14 6 they -PRON- PRP work_e45ah6d3gffmzaq4ar5j4tdvua 14 7 may may MD work_e45ah6d3gffmzaq4ar5j4tdvua 14 8 respond respond VB work_e45ah6d3gffmzaq4ar5j4tdvua 14 9 by by IN work_e45ah6d3gffmzaq4ar5j4tdvua 14 10 exiting exit VBG work_e45ah6d3gffmzaq4ar5j4tdvua 14 11 ( ( -LRB- work_e45ah6d3gffmzaq4ar5j4tdvua 14 12 Zswitching Zswitching NNP work_e45ah6d3gffmzaq4ar5j4tdvua 14 13 to to IN work_e45ah6d3gffmzaq4ar5j4tdvua 14 14 another another DT work_e45ah6d3gffmzaq4ar5j4tdvua 14 15 provider provider NN work_e45ah6d3gffmzaq4ar5j4tdvua 14 16 ) ) -RRB- work_e45ah6d3gffmzaq4ar5j4tdvua 14 17 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 14 18 loyalty loyalty NN work_e45ah6d3gffmzaq4ar5j4tdvua 14 19 ( ( -LRB- work_e45ah6d3gffmzaq4ar5j4tdvua 14 20 Zstaying zstaye VBG work_e45ah6d3gffmzaq4ar5j4tdvua 14 21 with with IN work_e45ah6d3gffmzaq4ar5j4tdvua 14 22 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 14 23 supplier supplier NN work_e45ah6d3gffmzaq4ar5j4tdvua 14 24 anticipating anticipating NN work_e45ah6d3gffmzaq4ar5j4tdvua 14 25 that that IN work_e45ah6d3gffmzaq4ar5j4tdvua 14 26 ‘ ' `` work_e45ah6d3gffmzaq4ar5j4tdvua 14 27 things thing NNS work_e45ah6d3gffmzaq4ar5j4tdvua 14 28 will will MD work_e45ah6d3gffmzaq4ar5j4tdvua 14 29 get get VB work_e45ah6d3gffmzaq4ar5j4tdvua 14 30 better well JJR work_e45ah6d3gffmzaq4ar5j4tdvua 14 31 ’ ' '' work_e45ah6d3gffmzaq4ar5j4tdvua 14 32 ) ) -RRB- work_e45ah6d3gffmzaq4ar5j4tdvua 14 33 or or CC work_e45ah6d3gffmzaq4ar5j4tdvua 14 34 voicing voice VBG work_e45ah6d3gffmzaq4ar5j4tdvua 14 35 ( ( -LRB- work_e45ah6d3gffmzaq4ar5j4tdvua 14 36 Zcomplaining zcomplaine VBG work_e45ah6d3gffmzaq4ar5j4tdvua 14 37 to to IN work_e45ah6d3gffmzaq4ar5j4tdvua 14 38 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 14 39 firm firm NN work_e45ah6d3gffmzaq4ar5j4tdvua 14 40 or or CC work_e45ah6d3gffmzaq4ar5j4tdvua 14 41 word word NN work_e45ah6d3gffmzaq4ar5j4tdvua 14 42 - - HYPH work_e45ah6d3gffmzaq4ar5j4tdvua 14 43 of of IN work_e45ah6d3gffmzaq4ar5j4tdvua 14 44 - - HYPH work_e45ah6d3gffmzaq4ar5j4tdvua 14 45 mouth mouth NN work_e45ah6d3gffmzaq4ar5j4tdvua 14 46 to to IN work_e45ah6d3gffmzaq4ar5j4tdvua 14 47 third third JJ work_e45ah6d3gffmzaq4ar5j4tdvua 14 48 - - HYPH work_e45ah6d3gffmzaq4ar5j4tdvua 14 49 parties party NNS work_e45ah6d3gffmzaq4ar5j4tdvua 14 50 ) ) -RRB- work_e45ah6d3gffmzaq4ar5j4tdvua 14 51 ( ( -LRB- work_e45ah6d3gffmzaq4ar5j4tdvua 14 52 Levesque Levesque NNP work_e45ah6d3gffmzaq4ar5j4tdvua 14 53 & & CC work_e45ah6d3gffmzaq4ar5j4tdvua 14 54 McDougall McDougall NNP work_e45ah6d3gffmzaq4ar5j4tdvua 14 55 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 14 56 1996 1996 CD work_e45ah6d3gffmzaq4ar5j4tdvua 14 57 ; ; : work_e45ah6d3gffmzaq4ar5j4tdvua 14 58 Tax Tax NNP work_e45ah6d3gffmzaq4ar5j4tdvua 14 59 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 14 60 Brown Brown NNP work_e45ah6d3gffmzaq4ar5j4tdvua 14 61 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 14 62 & & CC work_e45ah6d3gffmzaq4ar5j4tdvua 14 63 Chandrashekaran Chandrashekaran NNP work_e45ah6d3gffmzaq4ar5j4tdvua 14 64 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 14 65 1998 1998 CD work_e45ah6d3gffmzaq4ar5j4tdvua 14 66 ) ) -RRB- work_e45ah6d3gffmzaq4ar5j4tdvua 14 67 . . . work_e45ah6d3gffmzaq4ar5j4tdvua 15 1 Unfortu- Unfortu- NNP work_e45ah6d3gffmzaq4ar5j4tdvua 15 2 nately nately RB work_e45ah6d3gffmzaq4ar5j4tdvua 15 3 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 15 4 it -PRON- PRP work_e45ah6d3gffmzaq4ar5j4tdvua 15 5 is be VBZ work_e45ah6d3gffmzaq4ar5j4tdvua 15 6 only only RB work_e45ah6d3gffmzaq4ar5j4tdvua 15 7 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 15 8 tip tip NN work_e45ah6d3gffmzaq4ar5j4tdvua 15 9 of of IN work_e45ah6d3gffmzaq4ar5j4tdvua 15 10 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 15 11 iceberg iceberg NN work_e45ah6d3gffmzaq4ar5j4tdvua 15 12 that that WDT work_e45ah6d3gffmzaq4ar5j4tdvua 15 13 complains complain VBZ work_e45ah6d3gffmzaq4ar5j4tdvua 15 14 to to IN work_e45ah6d3gffmzaq4ar5j4tdvua 15 15 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 15 16 company company NN work_e45ah6d3gffmzaq4ar5j4tdvua 15 17 ( ( -LRB- work_e45ah6d3gffmzaq4ar5j4tdvua 15 18 Stephens Stephens NNP work_e45ah6d3gffmzaq4ar5j4tdvua 15 19 & & CC work_e45ah6d3gffmzaq4ar5j4tdvua 15 20 Gwinner Gwinner NNP work_e45ah6d3gffmzaq4ar5j4tdvua 15 21 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 15 22 1998 1998 CD work_e45ah6d3gffmzaq4ar5j4tdvua 15 23 ) ) -RRB- work_e45ah6d3gffmzaq4ar5j4tdvua 15 24 since since IN work_e45ah6d3gffmzaq4ar5j4tdvua 15 25 dissatisfied dissatisfied JJ work_e45ah6d3gffmzaq4ar5j4tdvua 15 26 customers customer NNS work_e45ah6d3gffmzaq4ar5j4tdvua 15 27 tend tend VBP work_e45ah6d3gffmzaq4ar5j4tdvua 15 28 to to TO work_e45ah6d3gffmzaq4ar5j4tdvua 15 29 remain remain VB work_e45ah6d3gffmzaq4ar5j4tdvua 15 30 passive passive JJ work_e45ah6d3gffmzaq4ar5j4tdvua 15 31 when when WRB work_e45ah6d3gffmzaq4ar5j4tdvua 15 32 experiencing experience VBG work_e45ah6d3gffmzaq4ar5j4tdvua 15 33 a a DT work_e45ah6d3gffmzaq4ar5j4tdvua 15 34 problem problem NN work_e45ah6d3gffmzaq4ar5j4tdvua 15 35 ( ( -LRB- work_e45ah6d3gffmzaq4ar5j4tdvua 15 36 Bougie Bougie NNP work_e45ah6d3gffmzaq4ar5j4tdvua 15 37 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 15 38 Pieters Pieters NNPS work_e45ah6d3gffmzaq4ar5j4tdvua 15 39 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 15 40 & & CC work_e45ah6d3gffmzaq4ar5j4tdvua 15 41 Zeelenberg Zeelenberg NNP work_e45ah6d3gffmzaq4ar5j4tdvua 15 42 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 15 43 2003 2003 CD work_e45ah6d3gffmzaq4ar5j4tdvua 15 44 ) ) -RRB- work_e45ah6d3gffmzaq4ar5j4tdvua 15 45 . . . work_e45ah6d3gffmzaq4ar5j4tdvua 16 1 Customers customer NNS work_e45ah6d3gffmzaq4ar5j4tdvua 16 2 who who WP work_e45ah6d3gffmzaq4ar5j4tdvua 16 3 do do VBP work_e45ah6d3gffmzaq4ar5j4tdvua 16 4 not not RB work_e45ah6d3gffmzaq4ar5j4tdvua 16 5 complain complain VB work_e45ah6d3gffmzaq4ar5j4tdvua 16 6 to to IN work_e45ah6d3gffmzaq4ar5j4tdvua 16 7 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 16 8 firm firm NN work_e45ah6d3gffmzaq4ar5j4tdvua 16 9 when when WRB work_e45ah6d3gffmzaq4ar5j4tdvua 16 10 dissatisfied dissatisfied JJ work_e45ah6d3gffmzaq4ar5j4tdvua 16 11 are be VBP work_e45ah6d3gffmzaq4ar5j4tdvua 16 12 of of IN work_e45ah6d3gffmzaq4ar5j4tdvua 16 13 special special JJ work_e45ah6d3gffmzaq4ar5j4tdvua 16 14 concern concern NN work_e45ah6d3gffmzaq4ar5j4tdvua 16 15 to to IN work_e45ah6d3gffmzaq4ar5j4tdvua 16 16 management management NN work_e45ah6d3gffmzaq4ar5j4tdvua 16 17 for for IN work_e45ah6d3gffmzaq4ar5j4tdvua 16 18 several several JJ work_e45ah6d3gffmzaq4ar5j4tdvua 16 19 reasons reason NNS work_e45ah6d3gffmzaq4ar5j4tdvua 16 20 . . . work_e45ah6d3gffmzaq4ar5j4tdvua 17 1 First first RB work_e45ah6d3gffmzaq4ar5j4tdvua 17 2 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 17 3 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 17 4 company company NN work_e45ah6d3gffmzaq4ar5j4tdvua 17 5 loses lose VBZ work_e45ah6d3gffmzaq4ar5j4tdvua 17 6 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 17 7 opportunity opportunity NN work_e45ah6d3gffmzaq4ar5j4tdvua 17 8 to to TO work_e45ah6d3gffmzaq4ar5j4tdvua 17 9 rectify rectify VB work_e45ah6d3gffmzaq4ar5j4tdvua 17 10 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 17 11 problem problem NN work_e45ah6d3gffmzaq4ar5j4tdvua 17 12 ( ( -LRB- work_e45ah6d3gffmzaq4ar5j4tdvua 17 13 Fornell Fornell NNP work_e45ah6d3gffmzaq4ar5j4tdvua 17 14 & & CC work_e45ah6d3gffmzaq4ar5j4tdvua 17 15 Wernerfelt Wernerfelt NNP work_e45ah6d3gffmzaq4ar5j4tdvua 17 16 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 17 17 1988 1988 CD work_e45ah6d3gffmzaq4ar5j4tdvua 17 18 ; ; : work_e45ah6d3gffmzaq4ar5j4tdvua 17 19 Levesque Levesque NNP work_e45ah6d3gffmzaq4ar5j4tdvua 17 20 & & CC work_e45ah6d3gffmzaq4ar5j4tdvua 17 21 McDougall McDougall NNP work_e45ah6d3gffmzaq4ar5j4tdvua 17 22 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 17 23 1996 1996 CD work_e45ah6d3gffmzaq4ar5j4tdvua 17 24 ) ) -RRB- work_e45ah6d3gffmzaq4ar5j4tdvua 17 25 and and CC work_e45ah6d3gffmzaq4ar5j4tdvua 17 26 to to TO work_e45ah6d3gffmzaq4ar5j4tdvua 17 27 restore restore VB work_e45ah6d3gffmzaq4ar5j4tdvua 17 28 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 17 29 customer customer NN work_e45ah6d3gffmzaq4ar5j4tdvua 17 30 ’s ’s POS work_e45ah6d3gffmzaq4ar5j4tdvua 17 31 satisfaction satisfaction NN work_e45ah6d3gffmzaq4ar5j4tdvua 17 32 level level NN work_e45ah6d3gffmzaq4ar5j4tdvua 17 33 ( ( -LRB- work_e45ah6d3gffmzaq4ar5j4tdvua 17 34 Smith Smith NNP work_e45ah6d3gffmzaq4ar5j4tdvua 17 35 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 17 36 Bolton Bolton NNP work_e45ah6d3gffmzaq4ar5j4tdvua 17 37 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 17 38 & & CC work_e45ah6d3gffmzaq4ar5j4tdvua 17 39 Wagner Wagner NNP work_e45ah6d3gffmzaq4ar5j4tdvua 17 40 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 17 41 1999 1999 CD work_e45ah6d3gffmzaq4ar5j4tdvua 17 42 ) ) -RRB- work_e45ah6d3gffmzaq4ar5j4tdvua 17 43 . . . work_e45ah6d3gffmzaq4ar5j4tdvua 18 1 Second second JJ work_e45ah6d3gffmzaq4ar5j4tdvua 18 2 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 18 3 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 18 4 firm firm NN work_e45ah6d3gffmzaq4ar5j4tdvua 18 5 ’s ’s POS work_e45ah6d3gffmzaq4ar5j4tdvua 18 6 reputation reputation NN work_e45ah6d3gffmzaq4ar5j4tdvua 18 7 can can MD work_e45ah6d3gffmzaq4ar5j4tdvua 18 8 be be VB work_e45ah6d3gffmzaq4ar5j4tdvua 18 9 damaged damage VBN work_e45ah6d3gffmzaq4ar5j4tdvua 18 10 due due IN work_e45ah6d3gffmzaq4ar5j4tdvua 18 11 to to IN work_e45ah6d3gffmzaq4ar5j4tdvua 18 12 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 18 13 negative negative JJ work_e45ah6d3gffmzaq4ar5j4tdvua 18 14 word word NN work_e45ah6d3gffmzaq4ar5j4tdvua 18 15 - - HYPH work_e45ah6d3gffmzaq4ar5j4tdvua 18 16 of of IN work_e45ah6d3gffmzaq4ar5j4tdvua 18 17 - - HYPH work_e45ah6d3gffmzaq4ar5j4tdvua 18 18 mouth mouth NN work_e45ah6d3gffmzaq4ar5j4tdvua 18 19 to to IN work_e45ah6d3gffmzaq4ar5j4tdvua 18 20 friends friend NNS work_e45ah6d3gffmzaq4ar5j4tdvua 18 21 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 18 22 family family NN work_e45ah6d3gffmzaq4ar5j4tdvua 18 23 or or CC work_e45ah6d3gffmzaq4ar5j4tdvua 18 24 other other JJ work_e45ah6d3gffmzaq4ar5j4tdvua 18 25 people people NNS work_e45ah6d3gffmzaq4ar5j4tdvua 18 26 external external JJ work_e45ah6d3gffmzaq4ar5j4tdvua 18 27 to to IN work_e45ah6d3gffmzaq4ar5j4tdvua 18 28 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 18 29 customer customer NN work_e45ah6d3gffmzaq4ar5j4tdvua 18 30 ’s ’s POS work_e45ah6d3gffmzaq4ar5j4tdvua 18 31 social social JJ work_e45ah6d3gffmzaq4ar5j4tdvua 18 32 circle circle NN work_e45ah6d3gffmzaq4ar5j4tdvua 18 33 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 18 34 e.g. e.g. RB work_e45ah6d3gffmzaq4ar5j4tdvua 19 1 via via IN work_e45ah6d3gffmzaq4ar5j4tdvua 19 2 newspapers newspaper NNS work_e45ah6d3gffmzaq4ar5j4tdvua 19 3 ( ( -LRB- work_e45ah6d3gffmzaq4ar5j4tdvua 19 4 Bougie Bougie NNP work_e45ah6d3gffmzaq4ar5j4tdvua 19 5 et et NNP work_e45ah6d3gffmzaq4ar5j4tdvua 19 6 al al NNP work_e45ah6d3gffmzaq4ar5j4tdvua 19 7 . . NNP work_e45ah6d3gffmzaq4ar5j4tdvua 19 8 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 19 9 2003 2003 CD work_e45ah6d3gffmzaq4ar5j4tdvua 19 10 ; ; : work_e45ah6d3gffmzaq4ar5j4tdvua 19 11 Singh Singh NNP work_e45ah6d3gffmzaq4ar5j4tdvua 19 12 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 19 13 1988 1988 CD work_e45ah6d3gffmzaq4ar5j4tdvua 19 14 ) ) -RRB- work_e45ah6d3gffmzaq4ar5j4tdvua 19 15 which which WDT work_e45ah6d3gffmzaq4ar5j4tdvua 19 16 might may MD work_e45ah6d3gffmzaq4ar5j4tdvua 19 17 result result VB work_e45ah6d3gffmzaq4ar5j4tdvua 19 18 in in IN work_e45ah6d3gffmzaq4ar5j4tdvua 19 19 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 19 20 loss loss NN work_e45ah6d3gffmzaq4ar5j4tdvua 19 21 of of IN work_e45ah6d3gffmzaq4ar5j4tdvua 19 22 prospects prospect NNS work_e45ah6d3gffmzaq4ar5j4tdvua 19 23 as as RB work_e45ah6d3gffmzaq4ar5j4tdvua 19 24 well well RB work_e45ah6d3gffmzaq4ar5j4tdvua 19 25 as as IN work_e45ah6d3gffmzaq4ar5j4tdvua 19 26 current current JJ work_e45ah6d3gffmzaq4ar5j4tdvua 19 27 customers customer NNS work_e45ah6d3gffmzaq4ar5j4tdvua 19 28 ( ( -LRB- work_e45ah6d3gffmzaq4ar5j4tdvua 19 29 Stephens Stephens NNP work_e45ah6d3gffmzaq4ar5j4tdvua 19 30 & & CC work_e45ah6d3gffmzaq4ar5j4tdvua 19 31 Gwinner Gwinner NNP work_e45ah6d3gffmzaq4ar5j4tdvua 19 32 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 19 33 1998 1998 CD work_e45ah6d3gffmzaq4ar5j4tdvua 19 34 ) ) -RRB- work_e45ah6d3gffmzaq4ar5j4tdvua 19 35 . . . work_e45ah6d3gffmzaq4ar5j4tdvua 20 1 Third third JJ work_e45ah6d3gffmzaq4ar5j4tdvua 20 2 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 20 3 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 20 4 firm firm NN work_e45ah6d3gffmzaq4ar5j4tdvua 20 5 is be VBZ work_e45ah6d3gffmzaq4ar5j4tdvua 20 6 deprived deprive VBN work_e45ah6d3gffmzaq4ar5j4tdvua 20 7 of of IN work_e45ah6d3gffmzaq4ar5j4tdvua 20 8 valuable valuable JJ work_e45ah6d3gffmzaq4ar5j4tdvua 20 9 information information NN work_e45ah6d3gffmzaq4ar5j4tdvua 20 10 about about IN work_e45ah6d3gffmzaq4ar5j4tdvua 20 11 its -PRON- PRP$ work_e45ah6d3gffmzaq4ar5j4tdvua 20 12 products product NNS work_e45ah6d3gffmzaq4ar5j4tdvua 20 13 and and CC work_e45ah6d3gffmzaq4ar5j4tdvua 20 14 services service NNS work_e45ah6d3gffmzaq4ar5j4tdvua 20 15 ( ( -LRB- work_e45ah6d3gffmzaq4ar5j4tdvua 20 16 Fornell Fornell NNP work_e45ah6d3gffmzaq4ar5j4tdvua 20 17 & & CC work_e45ah6d3gffmzaq4ar5j4tdvua 20 18 Wernerfelt Wernerfelt NNP work_e45ah6d3gffmzaq4ar5j4tdvua 20 19 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 20 20 1987 1987 CD work_e45ah6d3gffmzaq4ar5j4tdvua 20 21 ) ) -RRB- work_e45ah6d3gffmzaq4ar5j4tdvua 20 22 that that WDT work_e45ah6d3gffmzaq4ar5j4tdvua 20 23 is be VBZ work_e45ah6d3gffmzaq4ar5j4tdvua 20 24 likely likely JJ work_e45ah6d3gffmzaq4ar5j4tdvua 20 25 to to TO work_e45ah6d3gffmzaq4ar5j4tdvua 20 26 improve improve VB work_e45ah6d3gffmzaq4ar5j4tdvua 20 27 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 20 28 bottom bottom JJ work_e45ah6d3gffmzaq4ar5j4tdvua 20 29 - - HYPH work_e45ah6d3gffmzaq4ar5j4tdvua 20 30 line line NN work_e45ah6d3gffmzaq4ar5j4tdvua 20 31 performance performance NN work_e45ah6d3gffmzaq4ar5j4tdvua 20 32 and and CC work_e45ah6d3gffmzaq4ar5j4tdvua 20 33 to to TO work_e45ah6d3gffmzaq4ar5j4tdvua 20 34 prevent prevent VB work_e45ah6d3gffmzaq4ar5j4tdvua 20 35 similar similar JJ work_e45ah6d3gffmzaq4ar5j4tdvua 20 36 problems problem NNS work_e45ah6d3gffmzaq4ar5j4tdvua 20 37 in in IN work_e45ah6d3gffmzaq4ar5j4tdvua 20 38 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 20 39 near near JJ work_e45ah6d3gffmzaq4ar5j4tdvua 20 40 future future NN work_e45ah6d3gffmzaq4ar5j4tdvua 20 41 . . . work_e45ah6d3gffmzaq4ar5j4tdvua 21 1 On on IN work_e45ah6d3gffmzaq4ar5j4tdvua 21 2 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 21 3 other other JJ work_e45ah6d3gffmzaq4ar5j4tdvua 21 4 hand hand NN work_e45ah6d3gffmzaq4ar5j4tdvua 21 5 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 21 6 customers customer NNS work_e45ah6d3gffmzaq4ar5j4tdvua 21 7 who who WP work_e45ah6d3gffmzaq4ar5j4tdvua 21 8 complain complain VBP work_e45ah6d3gffmzaq4ar5j4tdvua 21 9 and and CC work_e45ah6d3gffmzaq4ar5j4tdvua 21 10 receive receive VBP work_e45ah6d3gffmzaq4ar5j4tdvua 21 11 a a DT work_e45ah6d3gffmzaq4ar5j4tdvua 21 12 proper proper JJ work_e45ah6d3gffmzaq4ar5j4tdvua 21 13 response response NN work_e45ah6d3gffmzaq4ar5j4tdvua 21 14 to to IN work_e45ah6d3gffmzaq4ar5j4tdvua 21 15 their -PRON- PRP$ work_e45ah6d3gffmzaq4ar5j4tdvua 21 16 service service NN work_e45ah6d3gffmzaq4ar5j4tdvua 21 17 failures failure NNS work_e45ah6d3gffmzaq4ar5j4tdvua 21 18 are be VBP work_e45ah6d3gffmzaq4ar5j4tdvua 21 19 more more RBR work_e45ah6d3gffmzaq4ar5j4tdvua 21 20 likely likely JJ work_e45ah6d3gffmzaq4ar5j4tdvua 21 21 to to TO work_e45ah6d3gffmzaq4ar5j4tdvua 21 22 stay stay VB work_e45ah6d3gffmzaq4ar5j4tdvua 21 23 ( ( -LRB- work_e45ah6d3gffmzaq4ar5j4tdvua 21 24 e.g. e.g. RB work_e45ah6d3gffmzaq4ar5j4tdvua 22 1 Conlon Conlon NNP work_e45ah6d3gffmzaq4ar5j4tdvua 22 2 & & CC work_e45ah6d3gffmzaq4ar5j4tdvua 22 3 Murray Murray NNP work_e45ah6d3gffmzaq4ar5j4tdvua 22 4 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 22 5 1996 1996 CD work_e45ah6d3gffmzaq4ar5j4tdvua 22 6 ) ) -RRB- work_e45ah6d3gffmzaq4ar5j4tdvua 22 7 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 22 8 to to TO work_e45ah6d3gffmzaq4ar5j4tdvua 22 9 buy buy VB work_e45ah6d3gffmzaq4ar5j4tdvua 22 10 new new JJ work_e45ah6d3gffmzaq4ar5j4tdvua 22 11 products product NNS work_e45ah6d3gffmzaq4ar5j4tdvua 22 12 ( ( -LRB- work_e45ah6d3gffmzaq4ar5j4tdvua 22 13 e.g. e.g. RB work_e45ah6d3gffmzaq4ar5j4tdvua 23 1 Maxham Maxham NNP work_e45ah6d3gffmzaq4ar5j4tdvua 23 2 III III NNP work_e45ah6d3gffmzaq4ar5j4tdvua 23 3 & & CC work_e45ah6d3gffmzaq4ar5j4tdvua 23 4 Netemeyer Netemeyer NNP work_e45ah6d3gffmzaq4ar5j4tdvua 23 5 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 23 6 2003 2003 CD work_e45ah6d3gffmzaq4ar5j4tdvua 23 7 ) ) -RRB- work_e45ah6d3gffmzaq4ar5j4tdvua 23 8 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 23 9 to to TO work_e45ah6d3gffmzaq4ar5j4tdvua 23 10 pay pay VB work_e45ah6d3gffmzaq4ar5j4tdvua 23 11 price price NN work_e45ah6d3gffmzaq4ar5j4tdvua 23 12 premiums premium NNS work_e45ah6d3gffmzaq4ar5j4tdvua 23 13 ( ( -LRB- work_e45ah6d3gffmzaq4ar5j4tdvua 23 14 e.g. e.g. RB work_e45ah6d3gffmzaq4ar5j4tdvua 24 1 Zeithaml Zeithaml NNP work_e45ah6d3gffmzaq4ar5j4tdvua 24 2 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 24 3 Berry Berry NNP work_e45ah6d3gffmzaq4ar5j4tdvua 24 4 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 24 5 & & CC work_e45ah6d3gffmzaq4ar5j4tdvua 24 6 Parasuraman Parasuraman NNP work_e45ah6d3gffmzaq4ar5j4tdvua 24 7 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 24 8 1996 1996 CD work_e45ah6d3gffmzaq4ar5j4tdvua 24 9 ) ) -RRB- work_e45ah6d3gffmzaq4ar5j4tdvua 24 10 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 24 11 to to TO work_e45ah6d3gffmzaq4ar5j4tdvua 24 12 engage engage VB work_e45ah6d3gffmzaq4ar5j4tdvua 24 13 in in IN work_e45ah6d3gffmzaq4ar5j4tdvua 24 14 favorable favorable JJ work_e45ah6d3gffmzaq4ar5j4tdvua 24 15 word word NN work_e45ah6d3gffmzaq4ar5j4tdvua 24 16 - - HYPH work_e45ah6d3gffmzaq4ar5j4tdvua 24 17 of of IN work_e45ah6d3gffmzaq4ar5j4tdvua 24 18 - - HYPH work_e45ah6d3gffmzaq4ar5j4tdvua 24 19 mouth mouth NN work_e45ah6d3gffmzaq4ar5j4tdvua 24 20 and and CC work_e45ah6d3gffmzaq4ar5j4tdvua 24 21 to to TO work_e45ah6d3gffmzaq4ar5j4tdvua 24 22 recommend recommend VB work_e45ah6d3gffmzaq4ar5j4tdvua 24 23 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 24 24 company company NN work_e45ah6d3gffmzaq4ar5j4tdvua 24 25 ’s ’s POS work_e45ah6d3gffmzaq4ar5j4tdvua 24 26 services service NNS work_e45ah6d3gffmzaq4ar5j4tdvua 24 27 to to IN work_e45ah6d3gffmzaq4ar5j4tdvua 24 28 others other NNS work_e45ah6d3gffmzaq4ar5j4tdvua 24 29 ( ( -LRB- work_e45ah6d3gffmzaq4ar5j4tdvua 24 30 e.g. e.g. RB work_e45ah6d3gffmzaq4ar5j4tdvua 25 1 Maxham Maxham NNP work_e45ah6d3gffmzaq4ar5j4tdvua 25 2 III III NNP work_e45ah6d3gffmzaq4ar5j4tdvua 25 3 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 25 4 2001 2001 CD work_e45ah6d3gffmzaq4ar5j4tdvua 25 5 ; ; : work_e45ah6d3gffmzaq4ar5j4tdvua 25 6 Maxham Maxham NNP work_e45ah6d3gffmzaq4ar5j4tdvua 25 7 III III NNP work_e45ah6d3gffmzaq4ar5j4tdvua 25 8 & & CC work_e45ah6d3gffmzaq4ar5j4tdvua 25 9 Netemeyer Netemeyer NNP work_e45ah6d3gffmzaq4ar5j4tdvua 25 10 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 25 11 2002 2002 CD work_e45ah6d3gffmzaq4ar5j4tdvua 25 12 ) ) -RRB- work_e45ah6d3gffmzaq4ar5j4tdvua 25 13 . . . work_e45ah6d3gffmzaq4ar5j4tdvua 26 1 Furthermore furthermore RB work_e45ah6d3gffmzaq4ar5j4tdvua 26 2 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 26 3 they -PRON- PRP work_e45ah6d3gffmzaq4ar5j4tdvua 26 4 show show VBP work_e45ah6d3gffmzaq4ar5j4tdvua 26 5 higher high JJR work_e45ah6d3gffmzaq4ar5j4tdvua 26 6 share- share- NN work_e45ah6d3gffmzaq4ar5j4tdvua 26 7 of of IN work_e45ah6d3gffmzaq4ar5j4tdvua 26 8 - - HYPH work_e45ah6d3gffmzaq4ar5j4tdvua 26 9 wallet wallet NN work_e45ah6d3gffmzaq4ar5j4tdvua 26 10 behavior behavior NN work_e45ah6d3gffmzaq4ar5j4tdvua 26 11 ( ( -LRB- work_e45ah6d3gffmzaq4ar5j4tdvua 26 12 e.g. e.g. RB work_e45ah6d3gffmzaq4ar5j4tdvua 27 1 Bowman Bowman NNP work_e45ah6d3gffmzaq4ar5j4tdvua 27 2 & & CC work_e45ah6d3gffmzaq4ar5j4tdvua 27 3 Narayandas Narayandas NNP work_e45ah6d3gffmzaq4ar5j4tdvua 27 4 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 27 5 2001 2001 CD work_e45ah6d3gffmzaq4ar5j4tdvua 27 6 ) ) -RRB- work_e45ah6d3gffmzaq4ar5j4tdvua 27 7 as as RB work_e45ah6d3gffmzaq4ar5j4tdvua 27 8 well well RB work_e45ah6d3gffmzaq4ar5j4tdvua 27 9 as as IN work_e45ah6d3gffmzaq4ar5j4tdvua 27 10 higher high JJR work_e45ah6d3gffmzaq4ar5j4tdvua 27 11 commitment commitment NN work_e45ah6d3gffmzaq4ar5j4tdvua 27 12 and and CC work_e45ah6d3gffmzaq4ar5j4tdvua 27 13 trust trust NN work_e45ah6d3gffmzaq4ar5j4tdvua 27 14 towards towards IN work_e45ah6d3gffmzaq4ar5j4tdvua 27 15 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 27 16 company company NN work_e45ah6d3gffmzaq4ar5j4tdvua 27 17 ( ( -LRB- work_e45ah6d3gffmzaq4ar5j4tdvua 27 18 e.g. e.g. RB work_e45ah6d3gffmzaq4ar5j4tdvua 28 1 Tax Tax NNP work_e45ah6d3gffmzaq4ar5j4tdvua 28 2 et et FW work_e45ah6d3gffmzaq4ar5j4tdvua 28 3 al al NNP work_e45ah6d3gffmzaq4ar5j4tdvua 28 4 . . NNP work_e45ah6d3gffmzaq4ar5j4tdvua 28 5 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 28 6 1998 1998 CD work_e45ah6d3gffmzaq4ar5j4tdvua 28 7 ) ) -RRB- work_e45ah6d3gffmzaq4ar5j4tdvua 28 8 . . . work_e45ah6d3gffmzaq4ar5j4tdvua 29 1 Finally finally RB work_e45ah6d3gffmzaq4ar5j4tdvua 29 2 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 29 3 they -PRON- PRP work_e45ah6d3gffmzaq4ar5j4tdvua 29 4 are be VBP work_e45ah6d3gffmzaq4ar5j4tdvua 29 5 less less RBR work_e45ah6d3gffmzaq4ar5j4tdvua 29 6 vulnerable vulnerable JJ work_e45ah6d3gffmzaq4ar5j4tdvua 29 7 Expert expert NN work_e45ah6d3gffmzaq4ar5j4tdvua 29 8 Systems system NNS work_e45ah6d3gffmzaq4ar5j4tdvua 29 9 with with IN work_e45ah6d3gffmzaq4ar5j4tdvua 29 10 Applications Applications NNPS work_e45ah6d3gffmzaq4ar5j4tdvua 29 11 29 29 CD work_e45ah6d3gffmzaq4ar5j4tdvua 29 12 ( ( -LRB- work_e45ah6d3gffmzaq4ar5j4tdvua 29 13 2005 2005 CD work_e45ah6d3gffmzaq4ar5j4tdvua 29 14 ) ) -RRB- work_e45ah6d3gffmzaq4ar5j4tdvua 29 15 667–677 667–677 CD work_e45ah6d3gffmzaq4ar5j4tdvua 29 16 www.elsevier.com/locate/eswa www.elsevier.com/locate/eswa CD work_e45ah6d3gffmzaq4ar5j4tdvua 29 17 0957 0957 CD work_e45ah6d3gffmzaq4ar5j4tdvua 29 18 - - HYPH work_e45ah6d3gffmzaq4ar5j4tdvua 29 19 4174/$ 4174/$ CD work_e45ah6d3gffmzaq4ar5j4tdvua 29 20 - - HYPH work_e45ah6d3gffmzaq4ar5j4tdvua 29 21 see see VB work_e45ah6d3gffmzaq4ar5j4tdvua 29 22 front front NN work_e45ah6d3gffmzaq4ar5j4tdvua 29 23 matter matter NN work_e45ah6d3gffmzaq4ar5j4tdvua 29 24 q q NNP work_e45ah6d3gffmzaq4ar5j4tdvua 29 25 2005 2005 CD work_e45ah6d3gffmzaq4ar5j4tdvua 29 26 Elsevier Elsevier NNP work_e45ah6d3gffmzaq4ar5j4tdvua 29 27 Ltd. Ltd. NNP work_e45ah6d3gffmzaq4ar5j4tdvua 29 28 All all DT work_e45ah6d3gffmzaq4ar5j4tdvua 29 29 rights right NNS work_e45ah6d3gffmzaq4ar5j4tdvua 29 30 reserved reserve VBN work_e45ah6d3gffmzaq4ar5j4tdvua 29 31 . . . work_e45ah6d3gffmzaq4ar5j4tdvua 30 1 doi:10.1016 doi:10.1016 NNP work_e45ah6d3gffmzaq4ar5j4tdvua 30 2 / / SYM work_e45ah6d3gffmzaq4ar5j4tdvua 30 3 j.eswa.2005.04.035 j.eswa.2005.04.035 NNP work_e45ah6d3gffmzaq4ar5j4tdvua 30 4 * * NFP work_e45ah6d3gffmzaq4ar5j4tdvua 30 5 Corresponding Corresponding NNP work_e45ah6d3gffmzaq4ar5j4tdvua 30 6 author author NN work_e45ah6d3gffmzaq4ar5j4tdvua 30 7 . . . work_e45ah6d3gffmzaq4ar5j4tdvua 31 1 Tel tel NN work_e45ah6d3gffmzaq4ar5j4tdvua 31 2 . . . work_e45ah6d3gffmzaq4ar5j4tdvua 32 1 : : : work_e45ah6d3gffmzaq4ar5j4tdvua 32 2 C32 c32 NN work_e45ah6d3gffmzaq4ar5j4tdvua 32 3 9 9 CD work_e45ah6d3gffmzaq4ar5j4tdvua 32 4 264 264 CD work_e45ah6d3gffmzaq4ar5j4tdvua 32 5 35 35 CD work_e45ah6d3gffmzaq4ar5j4tdvua 32 6 24 24 CD work_e45ah6d3gffmzaq4ar5j4tdvua 32 7 ; ; : work_e45ah6d3gffmzaq4ar5j4tdvua 32 8 fax fax NN work_e45ah6d3gffmzaq4ar5j4tdvua 32 9 : : : work_e45ah6d3gffmzaq4ar5j4tdvua 32 10 C32 c32 NN work_e45ah6d3gffmzaq4ar5j4tdvua 32 11 9 9 CD work_e45ah6d3gffmzaq4ar5j4tdvua 32 12 264 264 CD work_e45ah6d3gffmzaq4ar5j4tdvua 32 13 42 42 CD work_e45ah6d3gffmzaq4ar5j4tdvua 32 14 79 79 CD work_e45ah6d3gffmzaq4ar5j4tdvua 32 15 . . . work_e45ah6d3gffmzaq4ar5j4tdvua 33 1 E e NN work_e45ah6d3gffmzaq4ar5j4tdvua 33 2 - - NN work_e45ah6d3gffmzaq4ar5j4tdvua 33 3 mail mail NN work_e45ah6d3gffmzaq4ar5j4tdvua 33 4 address address NN work_e45ah6d3gffmzaq4ar5j4tdvua 33 5 : : : work_e45ah6d3gffmzaq4ar5j4tdvua 33 6 bart.lariviere@ugent.be bart.lariviere@ugent.be . work_e45ah6d3gffmzaq4ar5j4tdvua 33 7 ( ( -LRB- work_e45ah6d3gffmzaq4ar5j4tdvua 33 8 B. B. NNP work_e45ah6d3gffmzaq4ar5j4tdvua 33 9 Larivière Larivière NNP work_e45ah6d3gffmzaq4ar5j4tdvua 33 10 ) ) -RRB- work_e45ah6d3gffmzaq4ar5j4tdvua 33 11 . . . work_e45ah6d3gffmzaq4ar5j4tdvua 34 1 http://www.elsevier.com/locate/eswa http://www.elsevier.com/locate/eswa VBP work_e45ah6d3gffmzaq4ar5j4tdvua 34 2 to to TO work_e45ah6d3gffmzaq4ar5j4tdvua 34 3 switch switch VB work_e45ah6d3gffmzaq4ar5j4tdvua 34 4 ( ( -LRB- work_e45ah6d3gffmzaq4ar5j4tdvua 34 5 e.g. e.g. RB work_e45ah6d3gffmzaq4ar5j4tdvua 35 1 Bougie Bougie NNP work_e45ah6d3gffmzaq4ar5j4tdvua 35 2 et et NNP work_e45ah6d3gffmzaq4ar5j4tdvua 35 3 al al NNP work_e45ah6d3gffmzaq4ar5j4tdvua 35 4 . . NNP work_e45ah6d3gffmzaq4ar5j4tdvua 35 5 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 35 6 2003 2003 CD work_e45ah6d3gffmzaq4ar5j4tdvua 35 7 ) ) -RRB- work_e45ah6d3gffmzaq4ar5j4tdvua 35 8 and and CC work_e45ah6d3gffmzaq4ar5j4tdvua 35 9 less less RBR work_e45ah6d3gffmzaq4ar5j4tdvua 35 10 likely likely JJ work_e45ah6d3gffmzaq4ar5j4tdvua 35 11 to to TO work_e45ah6d3gffmzaq4ar5j4tdvua 35 12 spread spread VB work_e45ah6d3gffmzaq4ar5j4tdvua 35 13 negative negative JJ work_e45ah6d3gffmzaq4ar5j4tdvua 35 14 word word NN work_e45ah6d3gffmzaq4ar5j4tdvua 35 15 - - HYPH work_e45ah6d3gffmzaq4ar5j4tdvua 35 16 of of IN work_e45ah6d3gffmzaq4ar5j4tdvua 35 17 - - HYPH work_e45ah6d3gffmzaq4ar5j4tdvua 35 18 mouth mouth NN work_e45ah6d3gffmzaq4ar5j4tdvua 35 19 to to IN work_e45ah6d3gffmzaq4ar5j4tdvua 35 20 friends friend NNS work_e45ah6d3gffmzaq4ar5j4tdvua 35 21 ( ( -LRB- work_e45ah6d3gffmzaq4ar5j4tdvua 35 22 e.g. e.g. RB work_e45ah6d3gffmzaq4ar5j4tdvua 36 1 Blodgett Blodgett NNP work_e45ah6d3gffmzaq4ar5j4tdvua 36 2 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 36 3 Granbois Granbois NNP work_e45ah6d3gffmzaq4ar5j4tdvua 36 4 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 36 5 & & CC work_e45ah6d3gffmzaq4ar5j4tdvua 36 6 Walters Walters NNP work_e45ah6d3gffmzaq4ar5j4tdvua 36 7 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 36 8 1993 1993 CD work_e45ah6d3gffmzaq4ar5j4tdvua 36 9 ) ) -RRB- work_e45ah6d3gffmzaq4ar5j4tdvua 36 10 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 36 11 or or CC work_e45ah6d3gffmzaq4ar5j4tdvua 36 12 third third JJ work_e45ah6d3gffmzaq4ar5j4tdvua 36 13 - - HYPH work_e45ah6d3gffmzaq4ar5j4tdvua 36 14 parties party NNS work_e45ah6d3gffmzaq4ar5j4tdvua 36 15 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 36 16 such such JJ work_e45ah6d3gffmzaq4ar5j4tdvua 36 17 as as IN work_e45ah6d3gffmzaq4ar5j4tdvua 36 18 other other JJ work_e45ah6d3gffmzaq4ar5j4tdvua 36 19 customers customer NNS work_e45ah6d3gffmzaq4ar5j4tdvua 36 20 ( ( -LRB- work_e45ah6d3gffmzaq4ar5j4tdvua 36 21 e.g. e.g. RB work_e45ah6d3gffmzaq4ar5j4tdvua 37 1 Zeithaml Zeithaml NNP work_e45ah6d3gffmzaq4ar5j4tdvua 37 2 et et NNP work_e45ah6d3gffmzaq4ar5j4tdvua 37 3 al al NNP work_e45ah6d3gffmzaq4ar5j4tdvua 37 4 . . NNP work_e45ah6d3gffmzaq4ar5j4tdvua 37 5 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 37 6 1996 1996 CD work_e45ah6d3gffmzaq4ar5j4tdvua 37 7 ) ) -RRB- work_e45ah6d3gffmzaq4ar5j4tdvua 37 8 . . . work_e45ah6d3gffmzaq4ar5j4tdvua 38 1 In in IN work_e45ah6d3gffmzaq4ar5j4tdvua 38 2 sum sum NN work_e45ah6d3gffmzaq4ar5j4tdvua 38 3 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 38 4 there there EX work_e45ah6d3gffmzaq4ar5j4tdvua 38 5 is be VBZ work_e45ah6d3gffmzaq4ar5j4tdvua 38 6 overwhelming overwhelming JJ work_e45ah6d3gffmzaq4ar5j4tdvua 38 7 evidence evidence NN work_e45ah6d3gffmzaq4ar5j4tdvua 38 8 from from IN work_e45ah6d3gffmzaq4ar5j4tdvua 38 9 previous previous JJ work_e45ah6d3gffmzaq4ar5j4tdvua 38 10 research research NN work_e45ah6d3gffmzaq4ar5j4tdvua 38 11 that that WDT work_e45ah6d3gffmzaq4ar5j4tdvua 38 12 successful successful JJ work_e45ah6d3gffmzaq4ar5j4tdvua 38 13 complaint complaint NN work_e45ah6d3gffmzaq4ar5j4tdvua 38 14 handling handling NN work_e45ah6d3gffmzaq4ar5j4tdvua 38 15 results result NNS work_e45ah6d3gffmzaq4ar5j4tdvua 38 16 in in IN work_e45ah6d3gffmzaq4ar5j4tdvua 38 17 favorable favorable JJ work_e45ah6d3gffmzaq4ar5j4tdvua 38 18 customer customer NN work_e45ah6d3gffmzaq4ar5j4tdvua 38 19 outcomes outcome NNS work_e45ah6d3gffmzaq4ar5j4tdvua 38 20 . . . work_e45ah6d3gffmzaq4ar5j4tdvua 39 1 Addition- Addition- NNP work_e45ah6d3gffmzaq4ar5j4tdvua 39 2 ally ally NN work_e45ah6d3gffmzaq4ar5j4tdvua 39 3 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 39 4 in in IN work_e45ah6d3gffmzaq4ar5j4tdvua 39 5 their -PRON- PRP$ work_e45ah6d3gffmzaq4ar5j4tdvua 39 6 study study NN work_e45ah6d3gffmzaq4ar5j4tdvua 39 7 Fornell Fornell NNP work_e45ah6d3gffmzaq4ar5j4tdvua 39 8 and and CC work_e45ah6d3gffmzaq4ar5j4tdvua 39 9 Wernerfelt Wernerfelt NNP work_e45ah6d3gffmzaq4ar5j4tdvua 39 10 ( ( -LRB- work_e45ah6d3gffmzaq4ar5j4tdvua 39 11 1988 1988 CD work_e45ah6d3gffmzaq4ar5j4tdvua 39 12 ) ) -RRB- work_e45ah6d3gffmzaq4ar5j4tdvua 39 13 state state NN work_e45ah6d3gffmzaq4ar5j4tdvua 39 14 that that IN work_e45ah6d3gffmzaq4ar5j4tdvua 39 15 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 39 16 return return NN work_e45ah6d3gffmzaq4ar5j4tdvua 39 17 on on IN work_e45ah6d3gffmzaq4ar5j4tdvua 39 18 investment investment NN work_e45ah6d3gffmzaq4ar5j4tdvua 39 19 in in IN work_e45ah6d3gffmzaq4ar5j4tdvua 39 20 complaint complaint NN work_e45ah6d3gffmzaq4ar5j4tdvua 39 21 management management NN work_e45ah6d3gffmzaq4ar5j4tdvua 39 22 is be VBZ work_e45ah6d3gffmzaq4ar5j4tdvua 39 23 likely likely JJ work_e45ah6d3gffmzaq4ar5j4tdvua 39 24 to to TO work_e45ah6d3gffmzaq4ar5j4tdvua 39 25 reach reach VB work_e45ah6d3gffmzaq4ar5j4tdvua 39 26 a a DT work_e45ah6d3gffmzaq4ar5j4tdvua 39 27 400 400 CD work_e45ah6d3gffmzaq4ar5j4tdvua 39 28 percent percent NN work_e45ah6d3gffmzaq4ar5j4tdvua 39 29 level level NN work_e45ah6d3gffmzaq4ar5j4tdvua 39 30 . . . work_e45ah6d3gffmzaq4ar5j4tdvua 40 1 When when WRB work_e45ah6d3gffmzaq4ar5j4tdvua 40 2 considering consider VBG work_e45ah6d3gffmzaq4ar5j4tdvua 40 3 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 40 4 consumer consumer NN work_e45ah6d3gffmzaq4ar5j4tdvua 40 5 complaint complaint NN work_e45ah6d3gffmzaq4ar5j4tdvua 40 6 behavior behavior NN work_e45ah6d3gffmzaq4ar5j4tdvua 40 7 ( ( -LRB- work_e45ah6d3gffmzaq4ar5j4tdvua 40 8 CCB CCB NNP work_e45ah6d3gffmzaq4ar5j4tdvua 40 9 ) ) -RRB- work_e45ah6d3gffmzaq4ar5j4tdvua 40 10 literature literature NN work_e45ah6d3gffmzaq4ar5j4tdvua 40 11 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 40 12 Stephens Stephens NNP work_e45ah6d3gffmzaq4ar5j4tdvua 40 13 and and CC work_e45ah6d3gffmzaq4ar5j4tdvua 40 14 Gwinner Gwinner NNP work_e45ah6d3gffmzaq4ar5j4tdvua 40 15 ( ( -LRB- work_e45ah6d3gffmzaq4ar5j4tdvua 40 16 1998 1998 CD work_e45ah6d3gffmzaq4ar5j4tdvua 40 17 ) ) -RRB- work_e45ah6d3gffmzaq4ar5j4tdvua 40 18 argue argue VBP work_e45ah6d3gffmzaq4ar5j4tdvua 40 19 that that IN work_e45ah6d3gffmzaq4ar5j4tdvua 40 20 much much JJ work_e45ah6d3gffmzaq4ar5j4tdvua 40 21 of of IN work_e45ah6d3gffmzaq4ar5j4tdvua 40 22 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 40 23 research research NN work_e45ah6d3gffmzaq4ar5j4tdvua 40 24 is be VBZ work_e45ah6d3gffmzaq4ar5j4tdvua 40 25 dominated dominate VBN work_e45ah6d3gffmzaq4ar5j4tdvua 40 26 by by IN work_e45ah6d3gffmzaq4ar5j4tdvua 40 27 studies study NNS work_e45ah6d3gffmzaq4ar5j4tdvua 40 28 trying try VBG work_e45ah6d3gffmzaq4ar5j4tdvua 40 29 to to TO work_e45ah6d3gffmzaq4ar5j4tdvua 40 30 understand understand VB work_e45ah6d3gffmzaq4ar5j4tdvua 40 31 why why WRB work_e45ah6d3gffmzaq4ar5j4tdvua 40 32 customers customer NNS work_e45ah6d3gffmzaq4ar5j4tdvua 40 33 complain complain VBP work_e45ah6d3gffmzaq4ar5j4tdvua 40 34 . . . work_e45ah6d3gffmzaq4ar5j4tdvua 41 1 In in IN work_e45ah6d3gffmzaq4ar5j4tdvua 41 2 their -PRON- PRP$ work_e45ah6d3gffmzaq4ar5j4tdvua 41 3 paper paper NN work_e45ah6d3gffmzaq4ar5j4tdvua 41 4 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 41 5 they -PRON- PRP work_e45ah6d3gffmzaq4ar5j4tdvua 41 6 provide provide VBP work_e45ah6d3gffmzaq4ar5j4tdvua 41 7 an an DT work_e45ah6d3gffmzaq4ar5j4tdvua 41 8 exhaustive exhaustive JJ work_e45ah6d3gffmzaq4ar5j4tdvua 41 9 list list NN work_e45ah6d3gffmzaq4ar5j4tdvua 41 10 of of IN work_e45ah6d3gffmzaq4ar5j4tdvua 41 11 investigated investigated JJ work_e45ah6d3gffmzaq4ar5j4tdvua 41 12 antecedents antecedent NNS work_e45ah6d3gffmzaq4ar5j4tdvua 41 13 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 41 14 including include VBG work_e45ah6d3gffmzaq4ar5j4tdvua 41 15 individual individual JJ work_e45ah6d3gffmzaq4ar5j4tdvua 41 16 characteristics characteristic NNS work_e45ah6d3gffmzaq4ar5j4tdvua 41 17 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 41 18 attitudes attitude NNS work_e45ah6d3gffmzaq4ar5j4tdvua 41 19 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 41 20 situational situational JJ work_e45ah6d3gffmzaq4ar5j4tdvua 41 21 factors factor NNS work_e45ah6d3gffmzaq4ar5j4tdvua 41 22 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 41 23 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 41 24 cost cost NN work_e45ah6d3gffmzaq4ar5j4tdvua 41 25 of of IN 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expresses express NNS work_e45ah6d3gffmzaq4ar5j4tdvua 54 9 whether whether IN work_e45ah6d3gffmzaq4ar5j4tdvua 54 10 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 54 11 customer customer NN work_e45ah6d3gffmzaq4ar5j4tdvua 54 12 has have VBZ work_e45ah6d3gffmzaq4ar5j4tdvua 54 13 bought buy VBN work_e45ah6d3gffmzaq4ar5j4tdvua 54 14 a a DT work_e45ah6d3gffmzaq4ar5j4tdvua 54 15 new new JJ work_e45ah6d3gffmzaq4ar5j4tdvua 54 16 product product NN work_e45ah6d3gffmzaq4ar5j4tdvua 54 17 during during IN work_e45ah6d3gffmzaq4ar5j4tdvua 54 18 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 54 19 observed observed JJ work_e45ah6d3gffmzaq4ar5j4tdvua 54 20 period period NN work_e45ah6d3gffmzaq4ar5j4tdvua 54 21 of of IN work_e45ah6d3gffmzaq4ar5j4tdvua 54 22 analysis analysis NN work_e45ah6d3gffmzaq4ar5j4tdvua 54 23 . . . work_e45ah6d3gffmzaq4ar5j4tdvua 55 1 The the DT work_e45ah6d3gffmzaq4ar5j4tdvua 55 2 variable variable NN work_e45ah6d3gffmzaq4ar5j4tdvua 55 3 is be VBZ work_e45ah6d3gffmzaq4ar5j4tdvua 55 4 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work_e45ah6d3gffmzaq4ar5j4tdvua 57 19 compensation compensation NN work_e45ah6d3gffmzaq4ar5j4tdvua 57 20 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 57 21 fade fade VBN work_e45ah6d3gffmzaq4ar5j4tdvua 57 22 out out RP work_e45ah6d3gffmzaq4ar5j4tdvua 57 23 after after IN work_e45ah6d3gffmzaq4ar5j4tdvua 57 24 a a DT work_e45ah6d3gffmzaq4ar5j4tdvua 57 25 while while NN work_e45ah6d3gffmzaq4ar5j4tdvua 57 26 . . . work_e45ah6d3gffmzaq4ar5j4tdvua 58 1 As as IN work_e45ah6d3gffmzaq4ar5j4tdvua 58 2 such such JJ work_e45ah6d3gffmzaq4ar5j4tdvua 58 3 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 58 4 we -PRON- PRP work_e45ah6d3gffmzaq4ar5j4tdvua 58 5 can can MD work_e45ah6d3gffmzaq4ar5j4tdvua 58 6 not not RB work_e45ah6d3gffmzaq4ar5j4tdvua 58 7 use use VB work_e45ah6d3gffmzaq4ar5j4tdvua 58 8 conventional conventional JJ work_e45ah6d3gffmzaq4ar5j4tdvua 58 9 ‘ ' `` work_e45ah6d3gffmzaq4ar5j4tdvua 58 10 proportional proportional JJ work_e45ah6d3gffmzaq4ar5j4tdvua 58 11 ’ ' '' work_e45ah6d3gffmzaq4ar5j4tdvua 58 12 models model NNS work_e45ah6d3gffmzaq4ar5j4tdvua 58 13 that that WDT work_e45ah6d3gffmzaq4ar5j4tdvua 58 14 assume assume VBP work_e45ah6d3gffmzaq4ar5j4tdvua 58 15 stationary stationary JJ work_e45ah6d3gffmzaq4ar5j4tdvua 58 16 effects effect NNS work_e45ah6d3gffmzaq4ar5j4tdvua 58 17 of of IN work_e45ah6d3gffmzaq4ar5j4tdvua 58 18 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 58 19 covariates covariates NNPS work_e45ah6d3gffmzaq4ar5j4tdvua 58 20 throughout throughout IN work_e45ah6d3gffmzaq4ar5j4tdvua 58 21 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 58 22 observed observed JJ work_e45ah6d3gffmzaq4ar5j4tdvua 58 23 window window NN work_e45ah6d3gffmzaq4ar5j4tdvua 58 24 of of IN work_e45ah6d3gffmzaq4ar5j4tdvua 58 25 observation observation NN work_e45ah6d3gffmzaq4ar5j4tdvua 58 26 . . . work_e45ah6d3gffmzaq4ar5j4tdvua 59 1 In in IN work_e45ah6d3gffmzaq4ar5j4tdvua 59 2 sum sum NN work_e45ah6d3gffmzaq4ar5j4tdvua 59 3 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 59 4 we -PRON- PRP 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work_e45ah6d3gffmzaq4ar5j4tdvua 72 80 of of IN work_e45ah6d3gffmzaq4ar5j4tdvua 72 81 analysis analysis NN work_e45ah6d3gffmzaq4ar5j4tdvua 72 82 ) ) -RRB- work_e45ah6d3gffmzaq4ar5j4tdvua 72 83 ; ; : work_e45ah6d3gffmzaq4ar5j4tdvua 72 84 xn xn NNP work_e45ah6d3gffmzaq4ar5j4tdvua 72 85 is be VBZ work_e45ah6d3gffmzaq4ar5j4tdvua 72 86 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 72 87 vector vector NN work_e45ah6d3gffmzaq4ar5j4tdvua 72 88 of of IN work_e45ah6d3gffmzaq4ar5j4tdvua 72 89 covariates covariate NNS work_e45ah6d3gffmzaq4ar5j4tdvua 72 90 for for IN work_e45ah6d3gffmzaq4ar5j4tdvua 72 91 each each DT work_e45ah6d3gffmzaq4ar5j4tdvua 72 92 customer customer NN work_e45ah6d3gffmzaq4ar5j4tdvua 72 93 n n JJ work_e45ah6d3gffmzaq4ar5j4tdvua 72 94 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 72 95 and and CC work_e45ah6d3gffmzaq4ar5j4tdvua 72 96 refers refer VBZ work_e45ah6d3gffmzaq4ar5j4tdvua 72 97 to to IN work_e45ah6d3gffmzaq4ar5j4tdvua 72 98 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 72 99 complaint complaint NN work_e45ah6d3gffmzaq4ar5j4tdvua 72 100 handling handling NN work_e45ah6d3gffmzaq4ar5j4tdvua 72 101 and and CC work_e45ah6d3gffmzaq4ar5j4tdvua 72 102 control control NN work_e45ah6d3gffmzaq4ar5j4tdvua 72 103 explanatory explanatory JJ work_e45ah6d3gffmzaq4ar5j4tdvua 72 104 variables variable NNS work_e45ah6d3gffmzaq4ar5j4tdvua 72 105 in in IN work_e45ah6d3gffmzaq4ar5j4tdvua 72 106 this this DT work_e45ah6d3gffmzaq4ar5j4tdvua 72 107 study study NN work_e45ah6d3gffmzaq4ar5j4tdvua 72 108 ( ( -LRB- work_e45ah6d3gffmzaq4ar5j4tdvua 72 109 cf cf NN work_e45ah6d3gffmzaq4ar5j4tdvua 72 110 . . . work_e45ah6d3gffmzaq4ar5j4tdvua 73 1 Section section NN work_e45ah6d3gffmzaq4ar5j4tdvua 73 2 3.2 3.2 CD work_e45ah6d3gffmzaq4ar5j4tdvua 73 3 ) ) -RRB- work_e45ah6d3gffmzaq4ar5j4tdvua 73 4 . . . work_e45ah6d3gffmzaq4ar5j4tdvua 74 1 The the DT work_e45ah6d3gffmzaq4ar5j4tdvua 74 2 goal goal NN work_e45ah6d3gffmzaq4ar5j4tdvua 74 3 of of IN work_e45ah6d3gffmzaq4ar5j4tdvua 74 4 survival survival NN work_e45ah6d3gffmzaq4ar5j4tdvua 74 5 analysis analysis NN work_e45ah6d3gffmzaq4ar5j4tdvua 74 6 is be VBZ work_e45ah6d3gffmzaq4ar5j4tdvua 74 7 to to TO work_e45ah6d3gffmzaq4ar5j4tdvua 74 8 trace trace VB work_e45ah6d3gffmzaq4ar5j4tdvua 74 9 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 74 10 effects effect NNS work_e45ah6d3gffmzaq4ar5j4tdvua 74 11 of of IN work_e45ah6d3gffmzaq4ar5j4tdvua 74 12 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 74 13 covariates covariate NNS work_e45ah6d3gffmzaq4ar5j4tdvua 74 14 on on IN work_e45ah6d3gffmzaq4ar5j4tdvua 74 15 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 74 16 times time NNS work_e45ah6d3gffmzaq4ar5j4tdvua 74 17 to to IN work_e45ah6d3gffmzaq4ar5j4tdvua 74 18 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 74 19 event event NN work_e45ah6d3gffmzaq4ar5j4tdvua 74 20 ; ; : work_e45ah6d3gffmzaq4ar5j4tdvua 74 21 or or CC work_e45ah6d3gffmzaq4ar5j4tdvua 74 22 in in IN work_e45ah6d3gffmzaq4ar5j4tdvua 74 23 this this DT work_e45ah6d3gffmzaq4ar5j4tdvua 74 24 study study NN work_e45ah6d3gffmzaq4ar5j4tdvua 74 25 : : : work_e45ah6d3gffmzaq4ar5j4tdvua 74 26 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 74 27 impact impact NN work_e45ah6d3gffmzaq4ar5j4tdvua 74 28 of of IN work_e45ah6d3gffmzaq4ar5j4tdvua 74 29 complaint complaint NN work_e45ah6d3gffmzaq4ar5j4tdvua 74 30 handling handle VBG work_e45ah6d3gffmzaq4ar5j4tdvua 74 31 on on IN work_e45ah6d3gffmzaq4ar5j4tdvua 74 32 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 74 33 duration duration NN work_e45ah6d3gffmzaq4ar5j4tdvua 74 34 to to TO work_e45ah6d3gffmzaq4ar5j4tdvua 74 35 repurchase repurchase VBD work_e45ah6d3gffmzaq4ar5j4tdvua 74 36 . . . work_e45ah6d3gffmzaq4ar5j4tdvua 75 1 The the DT work_e45ah6d3gffmzaq4ar5j4tdvua 75 2 field field NN work_e45ah6d3gffmzaq4ar5j4tdvua 75 3 of of IN work_e45ah6d3gffmzaq4ar5j4tdvua 75 4 survival survival NN work_e45ah6d3gffmzaq4ar5j4tdvua 75 5 analysis analysis NN work_e45ah6d3gffmzaq4ar5j4tdvua 75 6 is be VBZ work_e45ah6d3gffmzaq4ar5j4tdvua 75 7 dominated dominate VBN work_e45ah6d3gffmzaq4ar5j4tdvua 75 8 by by IN work_e45ah6d3gffmzaq4ar5j4tdvua 75 9 the the DT work_e45ah6d3gffmzaq4ar5j4tdvua 75 10 Cox Cox NNP work_e45ah6d3gffmzaq4ar5j4tdvua 75 11 proportional proportional JJ work_e45ah6d3gffmzaq4ar5j4tdvua 75 12 hazard hazard NN work_e45ah6d3gffmzaq4ar5j4tdvua 75 13 model model NN work_e45ah6d3gffmzaq4ar5j4tdvua 75 14 ( ( -LRB- work_e45ah6d3gffmzaq4ar5j4tdvua 75 15 Stare Stare NNP work_e45ah6d3gffmzaq4ar5j4tdvua 75 16 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 75 17 Harrell Harrell NNP work_e45ah6d3gffmzaq4ar5j4tdvua 75 18 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 75 19 & & CC work_e45ah6d3gffmzaq4ar5j4tdvua 75 20 Heinzl Heinzl NNP work_e45ah6d3gffmzaq4ar5j4tdvua 75 21 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 75 22 2001 2001 CD work_e45ah6d3gffmzaq4ar5j4tdvua 75 23 ) ) -RRB- work_e45ah6d3gffmzaq4ar5j4tdvua 75 24 . . . work_e45ah6d3gffmzaq4ar5j4tdvua 76 1 B. B. NNP work_e45ah6d3gffmzaq4ar5j4tdvua 76 2 Larivière Larivière NNP work_e45ah6d3gffmzaq4ar5j4tdvua 76 3 , , , work_e45ah6d3gffmzaq4ar5j4tdvua 76 4 D. D. NNP work_e45ah6d3gffmzaq4ar5j4tdvua 76 5 Van Van NNP work_e45ah6d3gffmzaq4ar5j4tdvua 76 6 den den NN work_e45ah6d3gffmzaq4ar5j4tdvua 76 7 Poel Poel NNP work_e45ah6d3gffmzaq4ar5j4tdvua 76 8 / / SYM work_e45ah6d3gffmzaq4ar5j4tdvua 76 9 Expert Expert NNP work_e45ah6d3gffmzaq4ar5j4tdvua 76 10 Systems Systems NNPS work_e45ah6d3gffmzaq4ar5j4tdvua 76 11 with with IN work_e45ah6d3gffmzaq4ar5j4tdvua 76 12 Applications Applications NNPS work_e45ah6d3gffmzaq4ar5j4tdvua 76 13 29 29 CD work_e45ah6d3gffmzaq4ar5j4tdvua 76 14 ( ( -LRB- work_e45ah6d3gffmzaq4ar5j4tdvua 76 15 2005 2005 CD work_e45ah6d3gffmzaq4ar5j4tdvua 76 16 ) ) -RRB- work_e45ah6d3gffmzaq4ar5j4tdvua 76 17 667–677668 667–677668 CD work_e45ah6d3gffmzaq4ar5j4tdvua 76 18 https://isiarticles.com/article/20879 https://isiarticles.com/article/20879 JJ