id sid tid token lemma pos crln-8562 1 1 may11b.indd may11b.indd PROPN crln-8562 1 2 c&rl c&rl PROPN crln-8562 1 3 news news NOUN crln-8562 1 4 may may AUX crln-8562 1 5 2011 2011 NUM crln-8562 1 6 274 274 NUM crln-8562 1 7 research research NOUN crln-8562 1 8 shows show VERB crln-8562 1 9 that that SCONJ crln-8562 1 10 interpersonal interpersonal ADJ crln-8562 1 11 com com NOUN crln-8562 1 12 - - PUNCT crln-8562 1 13 munication munication NOUN crln-8562 1 14 between between ADP crln-8562 1 15 library library NOUN crln-8562 1 16 staff staff NOUN crln-8562 1 17 and and CCONJ crln-8562 1 18 patrons patron NOUN crln-8562 1 19 is be AUX crln-8562 1 20 just just ADV crln-8562 1 21 as as ADV crln-8562 1 22 important important ADJ crln-8562 1 23 to to ADP crln-8562 1 24 the the DET crln-8562 1 25 patron patron NOUN crln-8562 1 26 as as ADP crln-8562 1 27 whether whether SCONJ crln-8562 1 28 a a DET crln-8562 1 29 question question NOUN crln-8562 1 30 was be AUX crln-8562 1 31 answered answer VERB crln-8562 1 32 correctly.1 correctly.1 PROPN crln-8562 2 1 but but CCONJ crln-8562 2 2 how how SCONJ crln-8562 2 3 can can AUX crln-8562 2 4 you you PRON crln-8562 2 5 accurately accurately ADV crln-8562 2 6 capture capture VERB crln-8562 2 7 and and CCONJ crln-8562 2 8 evaluate evaluate VERB crln-8562 2 9 such such ADJ crln-8562 2 10 interactions interaction NOUN crln-8562 2 11 ? ? PUNCT crln-8562 3 1 one one NUM crln-8562 3 2 possible possible ADJ crln-8562 3 3 method method NOUN crln-8562 3 4 is be AUX crln-8562 3 5 mystery mystery NOUN crln-8562 3 6 shopping shopping NOUN crln-8562 3 7 . . PUNCT crln-8562 4 1 in in ADP crln-8562 4 2 a a DET crln-8562 4 3 mystery mystery NOUN crln-8562 4 4 shopping shopping NOUN crln-8562 4 5 exercise exercise NOUN crln-8562 4 6 , , PUNCT crln-8562 4 7 a a DET crln-8562 4 8 shopper shopper NOUN crln-8562 4 9 poses pose VERB crln-8562 4 10 as as ADP crln-8562 4 11 a a DET crln-8562 4 12 patron patron NOUN crln-8562 4 13 and and CCONJ crln-8562 4 14 asks ask VERB crln-8562 4 15 a a DET crln-8562 4 16 library library NOUN crln-8562 4 17 staff staff NOUN crln-8562 4 18 member member NOUN crln-8562 4 19 a a DET crln-8562 4 20 question question NOUN crln-8562 4 21 . . PUNCT crln-8562 5 1 immediately immediately ADV crln-8562 5 2 following follow VERB crln-8562 5 3 the the DET crln-8562 5 4 encounter encounter NOUN crln-8562 5 5 , , PUNCT crln-8562 5 6 the the DET crln-8562 5 7 shopper shopper NOUN crln-8562 5 8 reports report VERB crln-8562 5 9 on on ADP crln-8562 5 10 the the DET crln-8562 5 11 service service NOUN crln-8562 5 12 provided provide VERB crln-8562 5 13 . . PUNCT crln-8562 6 1 the the DET crln-8562 6 2 corporate corporate ADJ crln-8562 6 3 sector sector NOUN crln-8562 6 4 has have AUX crln-8562 6 5 used use VERB crln-8562 6 6 mystery mystery NOUN crln-8562 6 7 shopping shopping NOUN crln-8562 6 8 for for ADP crln-8562 6 9 years year NOUN crln-8562 6 10 to to PART crln-8562 6 11 measure measure VERB crln-8562 6 12 whether whether SCONJ crln-8562 6 13 employees employee NOUN crln-8562 6 14 provide provide VERB crln-8562 6 15 quality quality NOUN crln-8562 6 16 customer customer NOUN crln-8562 6 17 service service NOUN crln-8562 6 18 and and CCONJ crln-8562 6 19 adhere adhere VERB crln-8562 6 20 to to ADP crln-8562 6 21 guidelines guideline NOUN crln-8562 6 22 and and CCONJ crln-8562 6 23 policies.2 policies.2 VERB crln-8562 6 24 beginning begin VERB crln-8562 6 25 in in ADP crln-8562 6 26 2007 2007 NUM crln-8562 6 27 , , PUNCT crln-8562 6 28 we we PRON crln-8562 6 29 began begin VERB crln-8562 6 30 mystery mystery NOUN crln-8562 6 31 shopping shopping NOUN crln-8562 6 32 exercises exercise NOUN crln-8562 6 33 at at ADP crln-8562 6 34 our our PRON crln-8562 6 35 libraries library NOUN crln-8562 6 36 ’ ' PUNCT crln-8562 6 37 reference reference NOUN crln-8562 6 38 and and CCONJ crln-8562 6 39 front front ADJ crln-8562 6 40 desks desk NOUN crln-8562 6 41 at at ADP crln-8562 6 42 radford radford PROPN crln-8562 6 43 university university PROPN crln-8562 6 44 and and CCONJ crln-8562 6 45 longwood longwood PROPN crln-8562 6 46 university university PROPN crln-8562 6 47 . . PUNCT crln-8562 7 1 secret secret ADJ crln-8562 7 2 # # SYM crln-8562 7 3 1 1 NUM crln-8562 7 4 : : PUNCT crln-8562 7 5 lay lay VERB crln-8562 7 6 the the DET crln-8562 7 7 groundwork groundwork NOUN crln-8562 7 8 when when SCONJ crln-8562 7 9 we we PRON crln-8562 7 10 first first ADV crln-8562 7 11 discussed discuss VERB crln-8562 7 12 mystery mystery NOUN crln-8562 7 13 shopping shopping NOUN crln-8562 7 14 , , PUNCT crln-8562 7 15 we we PRON crln-8562 7 16 realized realize VERB crln-8562 7 17 that that SCONJ crln-8562 7 18 we we PRON crln-8562 7 19 needed need VERB crln-8562 7 20 to to PART crln-8562 7 21 have have VERB crln-8562 7 22 a a DET crln-8562 7 23 clear clear ADJ crln-8562 7 24 idea idea NOUN crln-8562 7 25 of of ADP crln-8562 7 26 how how SCONJ crln-8562 7 27 we we PRON crln-8562 7 28 would would AUX crln-8562 7 29 use use VERB crln-8562 7 30 our our PRON crln-8562 7 31 findings finding NOUN crln-8562 7 32 and and CCONJ crln-8562 7 33 how how SCONJ crln-8562 7 34 it it PRON crln-8562 7 35 would would AUX crln-8562 7 36 most most ADV crln-8562 7 37 benefit benefit VERB crln-8562 7 38 the the DET crln-8562 7 39 libraries library NOUN crln-8562 7 40 and and CCONJ crln-8562 7 41 their their PRON crln-8562 7 42 staff staff NOUN crln-8562 7 43 . . PUNCT crln-8562 8 1 did do AUX crln-8562 8 2 we we PRON crln-8562 8 3 want want VERB crln-8562 8 4 to to PART crln-8562 8 5 use use VERB crln-8562 8 6 it it PRON crln-8562 8 7 as as ADP crln-8562 8 8 a a DET crln-8562 8 9 snapshot snapshot NOUN crln-8562 8 10 to to PART crln-8562 8 11 measure measure VERB crln-8562 8 12 current current ADJ crln-8562 8 13 service service NOUN crln-8562 8 14 only only ADV crln-8562 8 15 to to PART crln-8562 8 16 start start VERB crln-8562 8 17 a a DET crln-8562 8 18 cyclical cyclical ADJ crln-8562 8 19 training training NOUN crln-8562 8 20 program program NOUN crln-8562 8 21 , , PUNCT crln-8562 8 22 or or CCONJ crln-8562 8 23 perhaps perhaps ADV crln-8562 8 24 a a DET crln-8562 8 25 combination combination NOUN crln-8562 8 26 of of ADP crln-8562 8 27 the the DET crln-8562 8 28 two two NUM crln-8562 8 29 ? ? PUNCT crln-8562 9 1 establishing establish VERB crln-8562 9 2 goals goal NOUN crln-8562 9 3 would would AUX crln-8562 9 4 allow allow VERB crln-8562 9 5 us we PRON crln-8562 9 6 to to PART crln-8562 9 7 measure measure VERB crln-8562 9 8 the the DET crln-8562 9 9 success success NOUN crln-8562 9 10 of of ADP crln-8562 9 11 our our PRON crln-8562 9 12 exercises exercise NOUN crln-8562 9 13 . . PUNCT crln-8562 10 1 ultimately ultimately ADV crln-8562 10 2 , , PUNCT crln-8562 10 3 we we PRON crln-8562 10 4 found find VERB crln-8562 10 5 it it PRON crln-8562 10 6 best well ADV crln-8562 10 7 to to PART crln-8562 10 8 work work VERB crln-8562 10 9 with with ADP crln-8562 10 10 the the DET crln-8562 10 11 immediate immediate ADJ crln-8562 10 12 desk desk NOUN crln-8562 10 13 supervisors supervisor NOUN crln-8562 10 14 to to PART crln-8562 10 15 identify identify VERB crln-8562 10 16 the the DET crln-8562 10 17 goals goal NOUN crln-8562 10 18 ; ; PUNCT crln-8562 10 19 interestingly interestingly ADV crln-8562 10 20 , , PUNCT crln-8562 10 21 each each DET crln-8562 10 22 one one NOUN crln-8562 10 23 settled settle VERB crln-8562 10 24 on on ADP crln-8562 10 25 a a DET crln-8562 10 26 different different ADJ crln-8562 10 27 desired desire VERB crln-8562 10 28 outcome outcome NOUN crln-8562 10 29 . . PUNCT crln-8562 11 1 knowing know VERB crln-8562 11 2 that that SCONJ crln-8562 11 3 the the DET crln-8562 11 4 mystery mystery NOUN crln-8562 11 5 shopping shopping NOUN crln-8562 11 6 exercises exercise NOUN crln-8562 11 7 could could AUX crln-8562 11 8 reveal reveal VERB crln-8562 11 9 potentially potentially ADV crln-8562 11 10 sensitive sensitive ADJ crln-8562 11 11 information information NOUN crln-8562 11 12 , , PUNCT crln-8562 11 13 we we PRON crln-8562 11 14 each each PRON crln-8562 11 15 designated designate VERB crln-8562 11 16 people people NOUN crln-8562 11 17 other other ADJ crln-8562 11 18 than than ADP crln-8562 11 19 the the DET crln-8562 11 20 desk desk NOUN crln-8562 11 21 supervisors supervisor NOUN crln-8562 11 22 to to PART crln-8562 11 23 receive receive VERB crln-8562 11 24 and and CCONJ crln-8562 11 25 compile compile VERB crln-8562 11 26 the the DET crln-8562 11 27 shopping shopping NOUN crln-8562 11 28 data datum NOUN crln-8562 11 29 . . PUNCT crln-8562 12 1 we we PRON crln-8562 12 2 also also ADV crln-8562 12 3 came come VERB crln-8562 12 4 to to ADP crln-8562 12 5 agreement agreement NOUN crln-8562 12 6 as as ADP crln-8562 12 7 to to ADP crln-8562 12 8 who who PRON crln-8562 12 9 could could AUX crln-8562 12 10 have have AUX crln-8562 12 11 access access NOUN crln-8562 12 12 to to ADP crln-8562 12 13 the the DET crln-8562 12 14 information information NOUN crln-8562 12 15 . . PUNCT crln-8562 13 1 at at ADP crln-8562 13 2 both both CCONJ crln-8562 13 3 radford radford NOUN crln-8562 13 4 and and CCONJ crln-8562 13 5 longwood longwood NOUN crln-8562 13 6 , , PUNCT crln-8562 13 7 the the DET crln-8562 13 8 desk desk NOUN crln-8562 13 9 supervisors supervisor NOUN crln-8562 13 10 wanted want VERB crln-8562 13 11 reports report NOUN crln-8562 13 12 that that PRON crln-8562 13 13 measured measure VERB crln-8562 13 14 service service NOUN crln-8562 13 15 overall overall ADV crln-8562 13 16 , , PUNCT crln-8562 13 17 without without ADP crln-8562 13 18 identifying identify VERB crln-8562 13 19 individual individual ADJ crln-8562 13 20 workers worker NOUN crln-8562 13 21 . . PUNCT crln-8562 14 1 the the DET crln-8562 14 2 resulting result VERB crln-8562 14 3 reports report NOUN crln-8562 14 4 would would AUX crln-8562 14 5 be be AUX crln-8562 14 6 shared share VERB crln-8562 14 7 library library NOUN crln-8562 14 8 - - PUNCT crln-8562 14 9 wide wide ADV crln-8562 14 10 . . PUNCT crln-8562 15 1 at at ADP crln-8562 15 2 longwood longwood PROPN crln-8562 15 3 university university PROPN crln-8562 15 4 there there PRON crln-8562 15 5 was be VERB crln-8562 15 6 an an DET crln-8562 15 7 additional additional ADJ crln-8562 15 8 component component NOUN crln-8562 15 9 ; ; PUNCT crln-8562 15 10 individual individual ADJ crln-8562 15 11 staff staff NOUN crln-8562 15 12 members member NOUN crln-8562 15 13 were be AUX crln-8562 15 14 shopped shop VERB crln-8562 15 15 , , PUNCT crln-8562 15 16 and and CCONJ crln-8562 15 17 the the DET crln-8562 15 18 supervisor supervisor NOUN crln-8562 15 19 shared share VERB crln-8562 15 20 the the DET crln-8562 15 21 confidential confidential ADJ crln-8562 15 22 results result NOUN crln-8562 15 23 with with ADP crln-8562 15 24 each each DET crln-8562 15 25 staff staff NOUN crln-8562 15 26 member member NOUN crln-8562 15 27 . . PUNCT crln-8562 16 1 before before SCONJ crln-8562 16 2 we we PRON crln-8562 16 3 even even ADV crln-8562 16 4 mentioned mention VERB crln-8562 16 5 the the DET crln-8562 16 6 program program NOUN crln-8562 16 7 with with ADP crln-8562 16 8 the the DET crln-8562 16 9 desk desk NOUN crln-8562 16 10 supervisors supervisor NOUN crln-8562 16 11 , , PUNCT crln-8562 16 12 the the DET crln-8562 16 13 authors author NOUN crln-8562 16 14 discussed discuss VERB crln-8562 16 15 with with ADP crln-8562 16 16 each each DET crln-8562 16 17 other other ADJ crln-8562 16 18 how how SCONJ crln-8562 16 19 the the DET crln-8562 16 20 gathered gather VERB crln-8562 16 21 data datum NOUN crln-8562 16 22 could could AUX crln-8562 16 23 be be AUX crln-8562 16 24 used use VERB crln-8562 16 25 to to PART crln-8562 16 26 improve improve VERB crln-8562 16 27 service service NOUN crln-8562 16 28 . . PUNCT crln-8562 17 1 mystery mystery NOUN crln-8562 17 2 shopping shopping NOUN crln-8562 17 3 takes take VERB crln-8562 17 4 considerable considerable ADJ crln-8562 17 5 effort effort NOUN crln-8562 17 6 to to PART crln-8562 17 7 plan plan VERB crln-8562 17 8 and and CCONJ crln-8562 17 9 carry carry VERB crln-8562 17 10 out out ADP crln-8562 17 11 , , PUNCT crln-8562 17 12 not not PART crln-8562 17 13 just just ADV crln-8562 17 14 by by ADP crln-8562 17 15 the the DET crln-8562 17 16 researchers researcher NOUN crln-8562 17 17 but but CCONJ crln-8562 17 18 also also ADV crln-8562 17 19 by by ADP crln-8562 17 20 the the DET crln-8562 17 21 staff staff NOUN crln-8562 17 22 involved involve VERB crln-8562 17 23 . . PUNCT crln-8562 18 1 we we PRON crln-8562 18 2 did do AUX crln-8562 18 3 n’t not PART crln-8562 18 4 want want VERB crln-8562 18 5 to to PART crln-8562 18 6 demoralize demoralize VERB crln-8562 18 7 everyone everyone PRON crln-8562 18 8 by by ADP crln-8562 18 9 launching launch VERB crln-8562 18 10 a a DET crln-8562 18 11 large large ADJ crln-8562 18 12 evaluative evaluative ADJ crln-8562 18 13 process process NOUN crln-8562 18 14 that that PRON crln-8562 18 15 goes go VERB crln-8562 18 16 nowhere nowhere ADV crln-8562 18 17 . . PUNCT crln-8562 19 1 everyone everyone PRON crln-8562 19 2 involved involve VERB crln-8562 19 3 in in ADP crln-8562 19 4 the the DET crln-8562 19 5 exercises exercise NOUN crln-8562 19 6 agreed agree VERB crln-8562 19 7 that that SCONJ crln-8562 19 8 each each DET crln-8562 19 9 area area NOUN crln-8562 19 10 shopped shop VERB crln-8562 19 11 should should AUX crln-8562 19 12 have have VERB crln-8562 19 13 concrete concrete ADJ crln-8562 19 14 plans plan NOUN crln-8562 19 15 to to PART crln-8562 19 16 use use VERB crln-8562 19 17 the the DET crln-8562 19 18 data datum NOUN crln-8562 19 19 . . PUNCT crln-8562 20 1 at at ADP crln-8562 20 2 our our PRON crln-8562 20 3 libraries library NOUN crln-8562 20 4 , , PUNCT crln-8562 20 5 each each DET crln-8562 20 6 service service NOUN crln-8562 20 7 desk desk NOUN crln-8562 20 8 decided decide VERB crln-8562 20 9 to to PART crln-8562 20 10 create create VERB crln-8562 20 11 training training NOUN crln-8562 20 12 programs program NOUN crln-8562 20 13 to to PART crln-8562 20 14 address address NOUN crln-8562 20 15 areas area NOUN crln-8562 20 16 identified identify VERB crln-8562 20 17 by by ADP crln-8562 20 18 the the DET crln-8562 20 19 mystery mystery NOUN crln-8562 20 20 shopping shopping NOUN crln-8562 20 21 that that PRON crln-8562 20 22 could could AUX crln-8562 20 23 be be AUX crln-8562 20 24 improved improve VERB crln-8562 20 25 . . PUNCT crln-8562 21 1 candice candice PROPN crln-8562 21 2 benjes benjes PROPN crln-8562 21 3 - - PUNCT crln-8562 21 4 small small ADJ crln-8562 21 5 and and CCONJ crln-8562 21 6 elizabeth elizabeth PROPN crln-8562 21 7 kocevar kocevar NOUN crln-8562 21 8 - - PUNCT crln-8562 21 9 weidinger weidinger NOUN crln-8562 21 10 secrets secret NOUN crln-8562 21 11 to to ADP crln-8562 21 12 successful successful ADJ crln-8562 21 13 mystery mystery NOUN crln-8562 21 14 shopping shop VERB crln-8562 21 15 a a DET crln-8562 21 16 case case NOUN crln-8562 21 17 study study NOUN crln-8562 21 18 candice candice NOUN crln-8562 21 19 benjes benjes PROPN crln-8562 21 20 - - PUNCT crln-8562 21 21 small small ADJ crln-8562 21 22 is be AUX crln-8562 21 23 coordinator coordinator NOUN crln-8562 21 24 of of ADP crln-8562 21 25 information information NOUN crln-8562 21 26 literacy literacy NOUN crln-8562 21 27 and and CCONJ crln-8562 21 28 outreach outreach NOUN crln-8562 21 29 at at ADP crln-8562 21 30 radford radford PROPN crln-8562 21 31 university university PROPN crln-8562 21 32 ’s ’s PART crln-8562 21 33 mcconnell mcconnell PROPN crln-8562 21 34 library library PROPN crln-8562 21 35 , , PUNCT crln-8562 21 36 e e NOUN crln-8562 21 37 - - NOUN crln-8562 21 38 mail mail NOUN crln-8562 21 39 : : PUNCT crln-8562 21 40 cbsmall@radford.edu cbsmall@radford.edu PROPN crln-8562 21 41 , , PUNCT crln-8562 21 42 and and CCONJ crln-8562 21 43 elizabeth elizabeth PROPN crln-8562 21 44 kocevar kocevar PROPN crln-8562 21 45 - - PUNCT crln-8562 21 46 weidinger weidinger NOUN crln-8562 21 47 is be AUX crln-8562 21 48 instruction instruction NOUN crln-8562 21 49 / / SYM crln-8562 21 50 reference reference NOUN crln-8562 21 51 services service NOUN crln-8562 21 52 librarian librarian PROPN crln-8562 21 53 / / SYM crln-8562 21 54 professor professor PROPN crln-8562 21 55 greenwood greenwood PROPN crln-8562 21 56 library library PROPN crln-8562 21 57 at at ADP crln-8562 21 58 longwood longwood PROPN crln-8562 21 59 university university PROPN crln-8562 21 60 , , PUNCT crln-8562 21 61 e e NOUN crln-8562 21 62 - - NOUN crln-8562 21 63 mail mail NOUN crln-8562 21 64 : : PUNCT crln-8562 21 65 kocevarweidingerea@longwood.edu kocevarweidingerea@longwood.edu PROPN crln-8562 22 1 © © PROPN crln-8562 22 2 2011 2011 NUM crln-8562 22 3 candice candice NOUN crln-8562 22 4 benjes benjes X crln-8562 22 5 - - PUNCT crln-8562 22 6 small small ADJ crln-8562 22 7 and and CCONJ crln-8562 22 8 elizabeth elizabeth PROPN crln-8562 22 9 kocevar kocevar NOUN crln-8562 22 10 - - PUNCT crln-8562 22 11 weidinger weidinger NOUN crln-8562 22 12 may may AUX crln-8562 22 13 2011 2011 NUM crln-8562 22 14 275 275 NUM crln-8562 22 15 c&rl c&rl PROPN crln-8562 22 16 news news NOUN crln-8562 22 17 secret secret ADJ crln-8562 22 18 # # NOUN crln-8562 22 19 2 2 NUM crln-8562 22 20 : : PUNCT crln-8562 22 21 involve involve VERB crln-8562 22 22 all all DET crln-8562 22 23 stakeholders stakeholder NOUN crln-8562 22 24 library library PROPN crln-8562 22 25 administration administration PROPN crln-8562 22 26 . . PUNCT crln-8562 23 1 when when SCONJ crln-8562 23 2 we we PRON crln-8562 23 3 floated float VERB crln-8562 23 4 the the DET crln-8562 23 5 idea idea NOUN crln-8562 23 6 of of ADP crln-8562 23 7 mystery mystery NOUN crln-8562 23 8 shopping shopping NOUN crln-8562 23 9 by by ADP crln-8562 23 10 our our PRON crln-8562 23 11 library library NOUN crln-8562 23 12 administrators administrator NOUN crln-8562 23 13 , , PUNCT crln-8562 23 14 the the DET crln-8562 23 15 response response NOUN crln-8562 23 16 at at ADP crln-8562 23 17 both both DET crln-8562 23 18 institutions institution NOUN crln-8562 23 19 was be AUX crln-8562 23 20 enthusiastic enthusiastic ADJ crln-8562 23 21 . . PUNCT crln-8562 24 1 our our PRON crln-8562 24 2 library library NOUN crln-8562 24 3 administrators administrator NOUN crln-8562 24 4 were be AUX crln-8562 24 5 eager eager ADJ crln-8562 24 6 for for SCONJ crln-8562 24 7 us we PRON crln-8562 24 8 to to PART crln-8562 24 9 provide provide VERB crln-8562 24 10 both both PRON crln-8562 24 11 quantitative quantitative ADJ crln-8562 24 12 and and CCONJ crln-8562 24 13 qualitative qualitative ADJ crln-8562 24 14 data datum NOUN crln-8562 24 15 about about ADP crln-8562 24 16 how how SCONJ crln-8562 24 17 well well ADV crln-8562 24 18 we we PRON crln-8562 24 19 do do AUX crln-8562 24 20 what what PRON crln-8562 24 21 we we PRON crln-8562 24 22 do do VERB crln-8562 24 23 at at ADP crln-8562 24 24 our our PRON crln-8562 24 25 service service NOUN crln-8562 24 26 points point NOUN crln-8562 24 27 . . PUNCT crln-8562 25 1 desk desk NOUN crln-8562 25 2 supervisors supervisor NOUN crln-8562 25 3 . . PUNCT crln-8562 26 1 once once SCONJ crln-8562 26 2 we we PRON crln-8562 26 3 got get VERB crln-8562 26 4 the the DET crln-8562 26 5 okay okay NOUN crln-8562 26 6 from from ADP crln-8562 26 7 the the DET crln-8562 26 8 higher high ADJ crln-8562 26 9 - - PUNCT crln-8562 26 10 ups up NOUN crln-8562 26 11 , , PUNCT crln-8562 26 12 it it PRON crln-8562 26 13 was be AUX crln-8562 26 14 on on ADP crln-8562 26 15 to to ADP crln-8562 26 16 the the DET crln-8562 26 17 desk desk NOUN crln-8562 26 18 supervisors supervisor NOUN crln-8562 26 19 . . PUNCT crln-8562 27 1 at at ADP crln-8562 27 2 radford radford PROPN crln-8562 27 3 university university PROPN crln-8562 27 4 , , PUNCT crln-8562 27 5 the the DET crln-8562 27 6 reference reference NOUN crln-8562 27 7 and and CCONJ crln-8562 27 8 circulation circulation NOUN crln-8562 27 9 desk desk NOUN crln-8562 27 10 supervisors supervisor NOUN crln-8562 27 11 were be AUX crln-8562 27 12 intrigued intrigue VERB crln-8562 27 13 . . PUNCT crln-8562 28 1 neither neither CCONJ crln-8562 28 2 had have VERB crln-8562 28 3 the the DET crln-8562 28 4 time time NOUN crln-8562 28 5 to to PART crln-8562 28 6 personally personally ADV crln-8562 28 7 observe observe VERB crln-8562 28 8 all all PRON crln-8562 28 9 of of ADP crln-8562 28 10 his his PRON crln-8562 28 11 or or CCONJ crln-8562 28 12 her her PRON crln-8562 28 13 workers worker NOUN crln-8562 28 14 on on ADP crln-8562 28 15 the the DET crln-8562 28 16 desk desk NOUN crln-8562 28 17 and and CCONJ crln-8562 28 18 loved love VERB crln-8562 28 19 the the DET crln-8562 28 20 idea idea NOUN crln-8562 28 21 of of ADP crln-8562 28 22 getting get VERB crln-8562 28 23 a a DET crln-8562 28 24 better well ADJ crln-8562 28 25 sense sense NOUN crln-8562 28 26 of of ADP crln-8562 28 27 what what PRON crln-8562 28 28 goes go VERB crln-8562 28 29 on on ADP crln-8562 28 30 at at ADP crln-8562 28 31 the the DET crln-8562 28 32 desk desk NOUN crln-8562 28 33 . . PUNCT crln-8562 29 1 at at ADP crln-8562 29 2 longwood longwood PROPN crln-8562 29 3 university university PROPN crln-8562 29 4 , , PUNCT crln-8562 29 5 the the DET crln-8562 29 6 desk desk NOUN crln-8562 29 7 supervisors supervisor NOUN crln-8562 29 8 were be AUX crln-8562 29 9 interested interested ADJ crln-8562 29 10 in in ADP crln-8562 29 11 generating generate VERB crln-8562 29 12 staff staff NOUN crln-8562 29 13 accountability accountability NOUN crln-8562 29 14 at at ADP crln-8562 29 15 service service NOUN crln-8562 29 16 desks desk NOUN crln-8562 29 17 and and CCONJ crln-8562 29 18 proving prove VERB crln-8562 29 19 what what PRON crln-8562 29 20 we we PRON crln-8562 29 21 believed believe VERB crln-8562 29 22 to to PART crln-8562 29 23 be be AUX crln-8562 29 24 true true ADJ crln-8562 29 25 : : PUNCT crln-8562 29 26 that that SCONJ crln-8562 29 27 our our PRON crln-8562 29 28 staff staff NOUN crln-8562 29 29 did do AUX crln-8562 29 30 provide provide VERB crln-8562 29 31 quality quality NOUN crln-8562 29 32 customer customer NOUN crln-8562 29 33 service service NOUN crln-8562 29 34 . . PUNCT crln-8562 30 1 employees employee NOUN crln-8562 30 2 being be AUX crln-8562 30 3 shopped shop VERB crln-8562 30 4 . . PUNCT crln-8562 31 1 this this PRON crln-8562 31 2 was be AUX crln-8562 31 3 our our PRON crln-8562 31 4 biggest big ADJ crln-8562 31 5 challenge challenge NOUN crln-8562 31 6 . . PUNCT crln-8562 32 1 all all PRON crln-8562 32 2 of of ADP crln-8562 32 3 the the DET crln-8562 32 4 groundwork groundwork NOUN crln-8562 32 5 we we PRON crln-8562 32 6 had have AUX crln-8562 32 7 done do VERB crln-8562 32 8 earlier early ADV crln-8562 32 9 prepared prepare VERB crln-8562 32 10 us we PRON crln-8562 32 11 to to PART crln-8562 32 12 answer answer VERB crln-8562 32 13 their their PRON crln-8562 32 14 questions question NOUN crln-8562 32 15 and and CCONJ crln-8562 32 16 assuage assuage VERB crln-8562 32 17 their their PRON crln-8562 32 18 concerns concern NOUN crln-8562 32 19 . . PUNCT crln-8562 33 1 at at ADP crln-8562 33 2 the the DET crln-8562 33 3 same same ADJ crln-8562 33 4 time time NOUN crln-8562 33 5 , , PUNCT crln-8562 33 6 we we PRON crln-8562 33 7 had have VERB crln-8562 33 8 to to PART crln-8562 33 9 be be AUX crln-8562 33 10 flexible flexible ADJ crln-8562 33 11 with with ADP crln-8562 33 12 our our PRON crln-8562 33 13 planning planning NOUN crln-8562 33 14 . . PUNCT crln-8562 34 1 we we PRON crln-8562 34 2 knew know VERB crln-8562 34 3 a a DET crln-8562 34 4 successful successful ADJ crln-8562 34 5 exercise exercise NOUN crln-8562 34 6 would would AUX crln-8562 34 7 involve involve VERB crln-8562 34 8 the the DET crln-8562 34 9 employees employee NOUN crln-8562 34 10 as as ADV crln-8562 34 11 much much ADV crln-8562 34 12 as as ADP crln-8562 34 13 possible possible ADJ crln-8562 34 14 . . PUNCT crln-8562 35 1 therefore therefore ADV crln-8562 35 2 , , PUNCT crln-8562 35 3 staff staff NOUN crln-8562 35 4 were be AUX crln-8562 35 5 involved involve VERB crln-8562 35 6 from from ADP crln-8562 35 7 the the DET crln-8562 35 8 ground ground NOUN crln-8562 35 9 up up ADP crln-8562 35 10 . . PUNCT crln-8562 36 1 they they PRON crln-8562 36 2 developed develop VERB crln-8562 36 3 the the DET crln-8562 36 4 customer customer NOUN crln-8562 36 5 service service NOUN crln-8562 36 6 guidelines guideline NOUN crln-8562 36 7 by by ADP crln-8562 36 8 which which PRON crln-8562 36 9 they they PRON crln-8562 36 10 would would AUX crln-8562 36 11 be be AUX crln-8562 36 12 evaluated evaluate VERB crln-8562 36 13 . . PUNCT crln-8562 37 1 this this DET crln-8562 37 2 generated generate VERB crln-8562 37 3 buy buy NOUN crln-8562 37 4 - - PUNCT crln-8562 37 5 in in NOUN crln-8562 37 6 from from ADP crln-8562 37 7 the the DET crln-8562 37 8 start start NOUN crln-8562 37 9 . . PUNCT crln-8562 38 1 although although SCONJ crln-8562 38 2 we we PRON crln-8562 38 3 put put VERB crln-8562 38 4 together together ADV crln-8562 38 5 a a DET crln-8562 38 6 framework framework NOUN crln-8562 38 7 ahead ahead ADV crln-8562 38 8 of of ADP crln-8562 38 9 time time NOUN crln-8562 38 10 , , PUNCT crln-8562 38 11 we we PRON crln-8562 38 12 solicited solicit VERB crln-8562 38 13 feedback feedback NOUN crln-8562 38 14 about about ADP crln-8562 38 15 each each DET crln-8562 38 16 step step NOUN crln-8562 38 17 of of ADP crln-8562 38 18 the the DET crln-8562 38 19 exercise exercise NOUN crln-8562 38 20 . . PUNCT crln-8562 39 1 we we PRON crln-8562 39 2 made make VERB crln-8562 39 3 many many ADJ crln-8562 39 4 modifications modification NOUN crln-8562 39 5 to to ADP crln-8562 39 6 the the DET crln-8562 39 7 exercise exercise NOUN crln-8562 39 8 based base VERB crln-8562 39 9 on on ADP crln-8562 39 10 feedback feedback NOUN crln-8562 39 11 from from ADP crln-8562 39 12 the the DET crln-8562 39 13 employees employee NOUN crln-8562 39 14 , , PUNCT crln-8562 39 15 and and CCONJ crln-8562 39 16 , , PUNCT crln-8562 39 17 because because SCONJ crln-8562 39 18 transparency transparency NOUN crln-8562 39 19 is be AUX crln-8562 39 20 imperative imperative ADJ crln-8562 39 21 , , PUNCT crln-8562 39 22 we we PRON crln-8562 39 23 made make VERB crln-8562 39 24 sure sure ADJ crln-8562 39 25 these these DET crln-8562 39 26 modifications modification NOUN crln-8562 39 27 were be AUX crln-8562 39 28 communicated communicate VERB crln-8562 39 29 . . PUNCT crln-8562 40 1 in in ADP crln-8562 40 2 our our PRON crln-8562 40 3 first first ADJ crln-8562 40 4 round round NOUN crln-8562 40 5 of of ADP crln-8562 40 6 mystery mystery NOUN crln-8562 40 7 shopping shopping NOUN crln-8562 40 8 , , PUNCT crln-8562 40 9 we we PRON crln-8562 40 10 also also ADV crln-8562 40 11 told tell VERB crln-8562 40 12 the the DET crln-8562 40 13 employees employee NOUN crln-8562 40 14 the the DET crln-8562 40 15 beginning beginning NOUN crln-8562 40 16 and and CCONJ crln-8562 40 17 end end VERB crln-8562 40 18 dates date NOUN crln-8562 40 19 of of ADP crln-8562 40 20 the the DET crln-8562 40 21 exercise exercise NOUN crln-8562 40 22 . . PUNCT crln-8562 41 1 they they PRON crln-8562 41 2 would would AUX crln-8562 41 3 n’t not PART crln-8562 41 4 know know VERB crln-8562 41 5 when when SCONJ crln-8562 41 6 exactly exactly ADV crln-8562 41 7 they they PRON crln-8562 41 8 were be AUX crln-8562 41 9 being be AUX crln-8562 41 10 shopped shop VERB crln-8562 41 11 , , PUNCT crln-8562 41 12 but but CCONJ crln-8562 41 13 they they PRON crln-8562 41 14 knew know VERB crln-8562 41 15 the the DET crln-8562 41 16 window window NOUN crln-8562 41 17 . . PUNCT crln-8562 42 1 this this PRON crln-8562 42 2 increased increase VERB crln-8562 42 3 their their PRON crln-8562 42 4 comfort comfort NOUN crln-8562 42 5 level level NOUN crln-8562 42 6 with with ADP crln-8562 42 7 our our PRON crln-8562 42 8 “ " PUNCT crln-8562 42 9 beta beta NOUN crln-8562 42 10 ” " PUNCT crln-8562 42 11 mystery mystery NOUN crln-8562 42 12 shop shop NOUN crln-8562 42 13 . . PUNCT crln-8562 43 1 over over ADP crln-8562 43 2 time time NOUN crln-8562 43 3 , , PUNCT crln-8562 43 4 once once SCONJ crln-8562 43 5 staff staff NOUN crln-8562 43 6 were be AUX crln-8562 43 7 comfortable comfortable ADJ crln-8562 43 8 with with ADP crln-8562 43 9 the the DET crln-8562 43 10 process process NOUN crln-8562 43 11 , , PUNCT crln-8562 43 12 we we PRON crln-8562 43 13 were be AUX crln-8562 43 14 able able ADJ crln-8562 43 15 to to PART crln-8562 43 16 stop stop VERB crln-8562 43 17 giving give VERB crln-8562 43 18 advance advance NOUN crln-8562 43 19 notice notice NOUN crln-8562 43 20 , , PUNCT crln-8562 43 21 and and CCONJ crln-8562 43 22 let let VERB crln-8562 43 23 them they PRON crln-8562 43 24 know know VERB crln-8562 43 25 mystery mystery NOUN crln-8562 43 26 shopping shopping NOUN crln-8562 43 27 would would AUX crln-8562 43 28 happen happen VERB crln-8562 43 29 regularly regularly ADV crln-8562 43 30 . . PUNCT crln-8562 44 1 institutional institutional ADJ crln-8562 44 2 review review NOUN crln-8562 44 3 board board NOUN crln-8562 44 4 and and CCONJ crln-8562 44 5 human human ADJ crln-8562 44 6 resources resource NOUN crln-8562 44 7 . . PUNCT crln-8562 45 1 at at ADP crln-8562 45 2 both both CCONJ crln-8562 45 3 radford radford NOUN crln-8562 45 4 and and CCONJ crln-8562 45 5 longwood longwood NOUN crln-8562 45 6 , , PUNCT crln-8562 45 7 we we PRON crln-8562 45 8 ran run VERB crln-8562 45 9 the the DET crln-8562 45 10 exercises exercise NOUN crln-8562 45 11 as as ADP crln-8562 45 12 research research NOUN crln-8562 45 13 studies study NOUN crln-8562 45 14 and and CCONJ crln-8562 45 15 went go VERB crln-8562 45 16 through through ADP crln-8562 45 17 formal formal ADJ crln-8562 45 18 irb irb NOUN crln-8562 45 19 review review NOUN crln-8562 45 20 . . PUNCT crln-8562 46 1 if if SCONJ crln-8562 46 2 you you PRON crln-8562 46 3 are be AUX crln-8562 46 4 mystery mystery NOUN crln-8562 46 5 shopping shop VERB crln-8562 46 6 unionized unionized ADJ crln-8562 46 7 employees employee NOUN crln-8562 46 8 , , PUNCT crln-8562 46 9 be be AUX crln-8562 46 10 sure sure ADJ crln-8562 46 11 to to PART crln-8562 46 12 discuss discuss VERB crln-8562 46 13 your your PRON crln-8562 46 14 plan plan NOUN crln-8562 46 15 with with ADP crln-8562 46 16 the the DET crln-8562 46 17 union union NOUN crln-8562 46 18 . . PUNCT crln-8562 47 1 secret secret ADJ crln-8562 47 2 # # SYM crln-8562 47 3 3 3 NUM crln-8562 47 4 : : PUNCT crln-8562 47 5 establish establish VERB crln-8562 47 6 model model NOUN crln-8562 47 7 behaviors behavior NOUN crln-8562 47 8 quick quick ADJ crln-8562 47 9 quiz quiz NOUN crln-8562 47 10 : : PUNCT crln-8562 47 11 how how SCONJ crln-8562 47 12 many many ADJ crln-8562 47 13 of of ADP crln-8562 47 14 you you PRON crln-8562 47 15 have have AUX crln-8562 47 16 written write VERB crln-8562 47 17 guidelines guideline NOUN crln-8562 47 18 or or CCONJ crln-8562 47 19 standards standard NOUN crln-8562 47 20 for for ADP crln-8562 47 21 appropriate appropriate ADJ crln-8562 47 22 customer customer NOUN crln-8562 47 23 service service NOUN crln-8562 47 24 at at ADP crln-8562 47 25 the the DET crln-8562 47 26 reference reference NOUN crln-8562 47 27 and and CCONJ crln-8562 47 28 circulation circulation NOUN crln-8562 47 29 desks desk NOUN crln-8562 47 30 ? ? PUNCT crln-8562 48 1 we we PRON crln-8562 48 2 did do VERB crln-8562 48 3 n’t not PART crln-8562 48 4 either either ADV crln-8562 48 5 . . PUNCT crln-8562 49 1 but but CCONJ crln-8562 49 2 we we PRON crln-8562 49 3 all all PRON crln-8562 49 4 know know VERB crln-8562 49 5 what what PRON crln-8562 49 6 proper proper ADJ crln-8562 49 7 desk desk NOUN crln-8562 49 8 behavior behavior NOUN crln-8562 49 9 is be AUX crln-8562 49 10 , , PUNCT crln-8562 49 11 right right ADJ crln-8562 49 12 ? ? PUNCT crln-8562 50 1 individually individually ADV crln-8562 50 2 , , PUNCT crln-8562 50 3 sure sure ADJ crln-8562 50 4 . . PUNCT crln-8562 51 1 but but CCONJ crln-8562 51 2 coming come VERB crln-8562 51 3 to to ADP crln-8562 51 4 consensus consensus NOUN crln-8562 51 5 was be AUX crln-8562 51 6 surprisingly surprisingly ADV crln-8562 51 7 challenging challenging ADJ crln-8562 51 8 . . PUNCT crln-8562 52 1 consistent consistent ADJ crln-8562 52 2 service service NOUN crln-8562 52 3 is be AUX crln-8562 52 4 imperative imperative ADJ crln-8562 52 5 . . PUNCT crln-8562 53 1 we we PRON crln-8562 53 2 were be AUX crln-8562 53 3 going go VERB crln-8562 53 4 to to PART crln-8562 53 5 evaluate evaluate VERB crln-8562 53 6 everyone everyone PRON crln-8562 53 7 using use VERB crln-8562 53 8 the the DET crln-8562 53 9 same same ADJ crln-8562 53 10 shopping shopping NOUN crln-8562 53 11 instrument instrument NOUN crln-8562 53 12 , , PUNCT crln-8562 53 13 so so ADV crln-8562 53 14 we we PRON crln-8562 53 15 needed need VERB crln-8562 53 16 everyone everyone PRON crln-8562 53 17 to to PART crln-8562 53 18 understand understand VERB crln-8562 53 19 what what PRON crln-8562 53 20 behaviors behavior NOUN crln-8562 53 21 are be AUX crln-8562 53 22 expected expect VERB crln-8562 53 23 . . PUNCT crln-8562 54 1 the the DET crln-8562 54 2 conversations conversation NOUN crln-8562 54 3 among among ADP crln-8562 54 4 the the DET crln-8562 54 5 desk desk NOUN crln-8562 54 6 employees employee NOUN crln-8562 54 7 as as ADP crln-8562 54 8 to to ADP crln-8562 54 9 what what PRON crln-8562 54 10 constitutes constitute VERB crln-8562 54 11 model model NOUN crln-8562 54 12 behaviors behavior NOUN crln-8562 54 13 were be AUX crln-8562 54 14 fascinating fascinating ADJ crln-8562 54 15 . . PUNCT crln-8562 55 1 we we PRON crln-8562 55 2 set set VERB crln-8562 55 3 ground ground NOUN crln-8562 55 4 rules rule NOUN crln-8562 55 5 for for ADP crln-8562 55 6 open open ADJ crln-8562 55 7 but but CCONJ crln-8562 55 8 courteous courteous ADJ crln-8562 55 9 discussion discussion NOUN crln-8562 55 10 . . PUNCT crln-8562 56 1 we we PRON crln-8562 56 2 used use VERB crln-8562 56 3 existing exist VERB crln-8562 56 4 model model NOUN crln-8562 56 5 behavior behavior NOUN crln-8562 56 6 lists list NOUN crln-8562 56 7 , , PUNCT crln-8562 56 8 such such ADJ crln-8562 56 9 as as ADP crln-8562 56 10 rusa rusa NOUN crln-8562 56 11 ’s ’s PUNCT crln-8562 56 12 “ " PUNCT crln-8562 56 13 guidelines guideline NOUN crln-8562 56 14 for for ADP crln-8562 56 15 behavioral behavioral ADJ crln-8562 56 16 performance performance NOUN crln-8562 56 17 of of ADP crln-8562 56 18 reference reference NOUN crln-8562 56 19 and and CCONJ crln-8562 56 20 information information NOUN crln-8562 56 21 service service NOUN crln-8562 56 22 providers”3 providers”3 NOUN crln-8562 56 23 to to PART crln-8562 56 24 generate generate VERB crln-8562 56 25 discussion discussion NOUN crln-8562 56 26 about about ADP crln-8562 56 27 generally generally ADV crln-8562 56 28 accepted accept VERB crln-8562 56 29 standards standard NOUN crln-8562 56 30 , , PUNCT crln-8562 56 31 to to PART crln-8562 56 32 guide guide VERB crln-8562 56 33 us we PRON crln-8562 56 34 in in ADP crln-8562 56 35 the the DET crln-8562 56 36 process process NOUN crln-8562 56 37 , , PUNCT crln-8562 56 38 and and CCONJ crln-8562 56 39 to to PART crln-8562 56 40 help help VERB crln-8562 56 41 us we PRON crln-8562 56 42 from from ADP crln-8562 56 43 re re NOUN crln-8562 56 44 - - VERB crln-8562 56 45 creating create VERB crln-8562 56 46 the the DET crln-8562 56 47 wheel wheel NOUN crln-8562 56 48 . . PUNCT crln-8562 57 1 secret secret ADJ crln-8562 57 2 # # SYM crln-8562 57 3 4 4 NUM crln-8562 57 4 : : PUNCT crln-8562 57 5 design design VERB crln-8562 57 6 an an DET crln-8562 57 7 effective effective ADJ crln-8562 57 8 mystery mystery NOUN crln-8562 57 9 shopping shopping NOUN crln-8562 57 10 instrument instrument NOUN crln-8562 57 11 in in ADP crln-8562 57 12 both both DET crln-8562 57 13 libraries library NOUN crln-8562 57 14 , , PUNCT crln-8562 57 15 we we PRON crln-8562 57 16 had have VERB crln-8562 57 17 lists list NOUN crln-8562 57 18 of of ADP crln-8562 57 19 model model NOUN crln-8562 57 20 behaviors behavior NOUN crln-8562 57 21 that that PRON crln-8562 57 22 were be AUX crln-8562 57 23 far far ADV crln-8562 57 24 longer long ADV crln-8562 57 25 than than SCONJ crln-8562 57 26 could could AUX crln-8562 57 27 be be AUX crln-8562 57 28 measured measure VERB crln-8562 57 29 by by ADP crln-8562 57 30 one one NUM crln-8562 57 31 shopper shopper NOUN crln-8562 57 32 . . PUNCT crln-8562 58 1 our our PRON crln-8562 58 2 first first ADJ crln-8562 58 3 mystery mystery NOUN crln-8562 58 4 shopping shopping NOUN crln-8562 58 5 exercises exercise NOUN crln-8562 58 6 revealed reveal VERB crln-8562 58 7 that that SCONJ crln-8562 58 8 if if SCONJ crln-8562 58 9 the the DET crln-8562 58 10 shopping shopping NOUN crln-8562 58 11 evaluation evaluation NOUN crln-8562 58 12 tool tool NOUN crln-8562 58 13 were be AUX crln-8562 58 14 too too ADV crln-8562 58 15 long long ADJ crln-8562 58 16 , , PUNCT crln-8562 58 17 some some PRON crln-8562 58 18 of of ADP crln-8562 58 19 the the DET crln-8562 58 20 shoppers shopper NOUN crln-8562 58 21 would would AUX crln-8562 58 22 take take VERB crln-8562 58 23 the the DET crln-8562 58 24 form form NOUN crln-8562 58 25 with with ADP crln-8562 58 26 them they PRON crln-8562 58 27 to to ADP crln-8562 58 28 the the DET crln-8562 58 29 desk desk NOUN crln-8562 58 30 and and CCONJ crln-8562 58 31 fill fill VERB crln-8562 58 32 it it PRON crln-8562 58 33 out out ADP crln-8562 58 34 right right ADV crln-8562 58 35 in in ADP crln-8562 58 36 front front NOUN crln-8562 58 37 of of ADP crln-8562 58 38 the the DET crln-8562 58 39 employee employee NOUN crln-8562 58 40 . . PUNCT crln-8562 59 1 in in ADP crln-8562 59 2 the the DET crln-8562 59 3 end end NOUN crln-8562 59 4 , , PUNCT crln-8562 59 5 we we PRON crln-8562 59 6 worked work VERB crln-8562 59 7 with with ADP crln-8562 59 8 desk desk NOUN crln-8562 59 9 supervisors supervisor NOUN crln-8562 59 10 to to PART crln-8562 59 11 prioritize prioritize VERB crln-8562 59 12 the the DET crln-8562 59 13 behaviors behavior NOUN crln-8562 59 14 to to PART crln-8562 59 15 be be AUX crln-8562 59 16 measured measure VERB crln-8562 59 17 and and CCONJ crln-8562 59 18 shorten shorten VERB crln-8562 59 19 the the DET crln-8562 59 20 length length NOUN crln-8562 59 21 of of ADP crln-8562 59 22 the the DET crln-8562 59 23 shopper shopper NOUN crln-8562 59 24 questionnaire questionnaire NOUN crln-8562 59 25 . . PUNCT crln-8562 60 1 for for SCONJ crln-8562 60 2 each each DET crln-8562 60 3 behavior behavior NOUN crln-8562 60 4 to to PART crln-8562 60 5 be be AUX crln-8562 60 6 measured measure VERB crln-8562 60 7 , , PUNCT crln-8562 60 8 we we PRON crln-8562 60 9 created create VERB crln-8562 60 10 a a DET crln-8562 60 11 scale scale NOUN crln-8562 60 12 identifying identify VERB crln-8562 60 13 what what PRON crln-8562 60 14 is be AUX crln-8562 60 15 unacceptable unacceptable ADJ crln-8562 60 16 , , PUNCT crln-8562 60 17 acceptable acceptable ADJ crln-8562 60 18 , , PUNCT crln-8562 60 19 and and CCONJ crln-8562 60 20 optimal optimal ADJ crln-8562 60 21 for for ADP crln-8562 60 22 each each DET crln-8562 60 23 measured measured ADJ crln-8562 60 24 behavior behavior NOUN crln-8562 60 25 . . PUNCT crln-8562 61 1 example example NOUN crln-8562 61 2 : : PUNCT crln-8562 61 3 behavior behavior NOUN crln-8562 61 4 to to PART crln-8562 61 5 be be AUX crln-8562 61 6 measured measure VERB crln-8562 61 7 : : PUNCT crln-8562 61 8 were be AUX crln-8562 61 9 you you PRON crln-8562 61 10 greeted greet VERB crln-8562 61 11 promptly promptly ADV crln-8562 61 12 ? ? PUNCT crln-8562 62 1 c&rl c&rl PROPN crln-8562 62 2 news news PROPN crln-8562 62 3 may may AUX crln-8562 62 4 2011 2011 NUM crln-8562 62 5 276 276 NUM crln-8562 62 6 possible possible ADJ crln-8562 62 7 answers answer NOUN crln-8562 62 8 : : PUNCT crln-8562 62 9 unacceptable unacceptable ADJ crln-8562 62 10 : : PUNCT crln-8562 62 11 i i PRON crln-8562 62 12 was be AUX crln-8562 62 13 not not PART crln-8562 62 14 greeted greet VERB crln-8562 62 15 . . PUNCT crln-8562 63 1 acceptable acceptable ADJ crln-8562 63 2 : : PUNCT crln-8562 63 3 i i PRON crln-8562 63 4 was be AUX crln-8562 63 5 greeted greet VERB crln-8562 63 6 after after SCONJ crln-8562 63 7 i i PRON crln-8562 63 8 said say VERB crln-8562 63 9 hi hi INTJ crln-8562 63 10 or or CCONJ crln-8562 63 11 hello hello INTJ crln-8562 63 12 . . PUNCT crln-8562 64 1 optimal optimal ADJ crln-8562 65 1 : : PUNCT crln-8562 65 2 employee employee NOUN crln-8562 65 3 immediately immediately ADV crln-8562 65 4 greeted greet VERB crln-8562 65 5 me i PRON crln-8562 65 6 . . PUNCT crln-8562 66 1 we we PRON crln-8562 66 2 then then ADV crln-8562 66 3 formulated formulate VERB crln-8562 66 4 the the DET crln-8562 66 5 questions question NOUN crln-8562 66 6 the the DET crln-8562 66 7 mystery mystery NOUN crln-8562 66 8 shoppers shopper NOUN crln-8562 66 9 would would AUX crln-8562 66 10 ask ask VERB crln-8562 66 11 the the DET crln-8562 66 12 staff staff NOUN crln-8562 66 13 . . PUNCT crln-8562 67 1 we we PRON crln-8562 67 2 wanted want VERB crln-8562 67 3 the the DET crln-8562 67 4 question question NOUN crln-8562 67 5 to to PART crln-8562 67 6 be be AUX crln-8562 67 7 involved involve VERB crln-8562 67 8 enough enough ADV crln-8562 67 9 to to PART crln-8562 67 10 elicit elicit VERB crln-8562 67 11 the the DET crln-8562 67 12 behaviors behavior NOUN crln-8562 67 13 being be AUX crln-8562 67 14 evaluated evaluate VERB crln-8562 67 15 , , PUNCT crln-8562 67 16 without without ADP crln-8562 67 17 being be AUX crln-8562 67 18 so so ADV crln-8562 67 19 complicated complicated ADJ crln-8562 67 20 the the DET crln-8562 67 21 shopper shopper NOUN crln-8562 67 22 would would AUX crln-8562 67 23 not not PART crln-8562 67 24 be be AUX crln-8562 67 25 able able ADJ crln-8562 67 26 to to PART crln-8562 67 27 sustain sustain VERB crln-8562 67 28 the the DET crln-8562 67 29 transaction transaction NOUN crln-8562 67 30 . . PUNCT crln-8562 68 1 examples example NOUN crln-8562 68 2 that that PRON crln-8562 68 3 have have AUX crln-8562 68 4 worked work VERB crln-8562 68 5 for for ADP crln-8562 68 6 us we PRON crln-8562 68 7 : : PUNCT crln-8562 68 8 do do AUX crln-8562 68 9 you you PRON crln-8562 68 10 have have VERB crln-8562 68 11 any any DET crln-8562 68 12 books book NOUN crln-8562 68 13 by by ADP crln-8562 68 14 [ [ PUNCT crln-8562 68 15 author author NOUN crln-8562 68 16 name name NOUN crln-8562 68 17 ] ] PUNCT crln-8562 68 18 ? ? PUNCT crln-8562 69 1 can can AUX crln-8562 69 2 you you PRON crln-8562 69 3 help help VERB crln-8562 69 4 me i PRON crln-8562 69 5 find find VERB crln-8562 69 6 a a DET crln-8562 69 7 scholarly scholarly ADJ crln-8562 69 8 article article NOUN crln-8562 69 9 on on ADP crln-8562 69 10 images image NOUN crln-8562 69 11 of of ADP crln-8562 69 12 women woman NOUN crln-8562 69 13 in in ADP crln-8562 69 14 advertising advertising NOUN crln-8562 69 15 ? ? PUNCT crln-8562 70 1 examples example NOUN crln-8562 70 2 of of ADP crln-8562 70 3 the the DET crln-8562 70 4 types type NOUN crln-8562 70 5 of of ADP crln-8562 70 6 questions question NOUN crln-8562 70 7 to to PART crln-8562 70 8 avoid avoid VERB crln-8562 70 9 : : PUNCT crln-8562 70 10 directional directional ADJ crln-8562 70 11 questions question NOUN crln-8562 70 12 such such ADJ crln-8562 70 13 as as ADP crln-8562 70 14 , , PUNCT crln-8562 70 15 where where SCONJ crln-8562 70 16 is be AUX crln-8562 70 17 the the DET crln-8562 70 18 bathroom bathroom NOUN crln-8562 70 19 ? ? PUNCT crln-8562 71 1 these these DET crln-8562 71 2 answers answer NOUN crln-8562 71 3 do do AUX crln-8562 71 4 not not PART crln-8562 71 5 require require VERB crln-8562 71 6 much much ADJ crln-8562 71 7 interaction interaction NOUN crln-8562 71 8 . . PUNCT crln-8562 72 1 complicated complicated ADJ crln-8562 72 2 questions question NOUN crln-8562 72 3 that that PRON crln-8562 72 4 lead lead VERB crln-8562 72 5 to to ADP crln-8562 72 6 a a DET crln-8562 72 7 lengthy lengthy ADJ crln-8562 72 8 reference reference NOUN crln-8562 72 9 interview interview NOUN crln-8562 72 10 should should AUX crln-8562 72 11 be be AUX crln-8562 72 12 avoided avoid VERB crln-8562 72 13 as as ADV crln-8562 72 14 well well ADV crln-8562 72 15 . . PUNCT crln-8562 73 1 often often ADV crln-8562 73 2 the the DET crln-8562 73 3 shopper shopper NOUN crln-8562 73 4 will will AUX crln-8562 73 5 not not PART crln-8562 73 6 have have VERB crln-8562 73 7 the the DET crln-8562 73 8 time time NOUN crln-8562 73 9 for for ADP crln-8562 73 10 a a DET crln-8562 73 11 personal personal ADJ crln-8562 73 12 consult consult NOUN crln-8562 73 13 , , PUNCT crln-8562 73 14 or or CCONJ crln-8562 73 15 will will AUX crln-8562 73 16 not not PART crln-8562 73 17 have have VERB crln-8562 73 18 the the DET crln-8562 73 19 background background NOUN crln-8562 73 20 on on ADP crln-8562 73 21 the the DET crln-8562 73 22 topic topic NOUN crln-8562 73 23 to to PART crln-8562 73 24 fake fake VERB crln-8562 73 25 it it PRON crln-8562 73 26 for for ADP crln-8562 73 27 long long ADV crln-8562 73 28 . . PUNCT crln-8562 74 1 at at ADP crln-8562 74 2 radford radford PROPN crln-8562 74 3 university university PROPN crln-8562 74 4 , , PUNCT crln-8562 74 5 we we PRON crln-8562 74 6 worked work VERB crln-8562 74 7 with with ADP crln-8562 74 8 business business NOUN crln-8562 74 9 majors major NOUN crln-8562 74 10 . . PUNCT crln-8562 75 1 we we PRON crln-8562 75 2 had have VERB crln-8562 75 3 the the DET crln-8562 75 4 most most ADJ crln-8562 75 5 success success NOUN crln-8562 75 6 feeding feed VERB crln-8562 75 7 them they PRON crln-8562 75 8 questions question NOUN crln-8562 75 9 like like ADP crln-8562 75 10 “ " PUNCT crln-8562 75 11 can can AUX crln-8562 75 12 you you PRON crln-8562 75 13 help help VERB crln-8562 75 14 me i PRON crln-8562 75 15 find find VERB crln-8562 75 16 an an DET crln-8562 75 17 article article NOUN crln-8562 75 18 about about ADP crln-8562 75 19 outsourcing outsource VERB crln-8562 75 20 factory factory NOUN crln-8562 75 21 work work NOUN crln-8562 75 22 to to ADP crln-8562 75 23 asia asia PROPN crln-8562 75 24 ? ? PUNCT crln-8562 75 25 ” " PUNCT crln-8562 75 26 at at ADP crln-8562 75 27 longwood longwood PROPN crln-8562 75 28 university university PROPN crln-8562 75 29 , , PUNCT crln-8562 75 30 we we PRON crln-8562 75 31 had have VERB crln-8562 75 32 a a DET crln-8562 75 33 variety variety NOUN crln-8562 75 34 of of ADP crln-8562 75 35 multi multi ADJ crln-8562 75 36 - - ADJ crln-8562 75 37 disciplinary disciplinary ADJ crln-8562 75 38 questions question NOUN crln-8562 75 39 designed design VERB crln-8562 75 40 to to PART crln-8562 75 41 elicit elicit VERB crln-8562 75 42 the the DET crln-8562 75 43 behavior behavior NOUN crln-8562 75 44 being be AUX crln-8562 75 45 evaluated evaluate VERB crln-8562 75 46 and and CCONJ crln-8562 75 47 determine determine VERB crln-8562 75 48 if if SCONJ crln-8562 75 49 the the DET crln-8562 75 50 staff staff NOUN crln-8562 75 51 person person NOUN crln-8562 75 52 could could AUX crln-8562 75 53 answer answer VERB crln-8562 75 54 the the DET crln-8562 75 55 question question NOUN crln-8562 75 56 correctly correctly ADV crln-8562 75 57 . . PUNCT crln-8562 76 1 secret secret ADJ crln-8562 76 2 # # SYM crln-8562 76 3 5 5 NUM crln-8562 76 4 : : PUNCT crln-8562 76 5 set set VERB crln-8562 76 6 your your PRON crln-8562 76 7 shoppers shopper NOUN crln-8562 76 8 up up ADP crln-8562 76 9 for for ADP crln-8562 76 10 success success NOUN crln-8562 76 11 we we PRON crln-8562 76 12 decided decide VERB crln-8562 76 13 that that SCONJ crln-8562 76 14 we we PRON crln-8562 76 15 needed need VERB crln-8562 76 16 to to PART crln-8562 76 17 use use VERB crln-8562 76 18 shoppers shopper NOUN crln-8562 76 19 from from ADP crln-8562 76 20 outside outside ADP crln-8562 76 21 the the DET crln-8562 76 22 library library NOUN crln-8562 76 23 to to PART crln-8562 76 24 maintain maintain VERB crln-8562 76 25 objectivity objectivity NOUN crln-8562 76 26 . . PUNCT crln-8562 77 1 at at ADP crln-8562 77 2 both both DET crln-8562 77 3 universities university NOUN crln-8562 77 4 , , PUNCT crln-8562 77 5 we we PRON crln-8562 77 6 worked work VERB crln-8562 77 7 with with ADP crln-8562 77 8 business business NOUN crln-8562 77 9 faculty faculty NOUN crln-8562 77 10 to to PART crln-8562 77 11 use use VERB crln-8562 77 12 their their PRON crln-8562 77 13 students student NOUN crln-8562 77 14 as as ADP crln-8562 77 15 shoppers shopper NOUN crln-8562 77 16 . . PUNCT crln-8562 78 1 the the DET crln-8562 78 2 faculty faculty NOUN crln-8562 78 3 members member NOUN crln-8562 78 4 graciously graciously ADV crln-8562 78 5 gave give VERB crln-8562 78 6 extra extra ADJ crln-8562 78 7 - - PUNCT crln-8562 78 8 credit credit NOUN crln-8562 78 9 or or CCONJ crln-8562 78 10 participation participation NOUN crln-8562 78 11 points point NOUN crln-8562 78 12 to to ADP crln-8562 78 13 students student NOUN crln-8562 78 14 who who PRON crln-8562 78 15 shopped shop VERB crln-8562 78 16 us we PRON crln-8562 78 17 . . PUNCT crln-8562 79 1 although although SCONJ crln-8562 79 2 professional professional ADJ crln-8562 79 3 mystery mystery NOUN crln-8562 79 4 shoppers shopper NOUN crln-8562 79 5 could could AUX crln-8562 79 6 be be AUX crln-8562 79 7 hired hire VERB crln-8562 79 8 , , PUNCT crln-8562 79 9 we we PRON crln-8562 79 10 were be AUX crln-8562 79 11 satisfied satisfied ADJ crln-8562 79 12 with with ADP crln-8562 79 13 our our PRON crln-8562 79 14 arrangement arrangement NOUN crln-8562 79 15 . . PUNCT crln-8562 80 1 the the DET crln-8562 80 2 advantage advantage NOUN crln-8562 80 3 with with ADP crln-8562 80 4 using use VERB crln-8562 80 5 on on ADP crln-8562 80 6 - - PUNCT crln-8562 80 7 campus campus NOUN crln-8562 80 8 shoppers shopper NOUN crln-8562 80 9 is be AUX crln-8562 80 10 that that SCONJ crln-8562 80 11 they they PRON crln-8562 80 12 are be AUX crln-8562 80 13 familiar familiar ADJ crln-8562 80 14 with with ADP crln-8562 80 15 the the DET crln-8562 80 16 academic academic ADJ crln-8562 80 17 environment environment NOUN crln-8562 80 18 and and CCONJ crln-8562 80 19 their their PRON crln-8562 80 20 expectations expectation NOUN crln-8562 80 21 may may AUX crln-8562 80 22 be be AUX crln-8562 80 23 more more ADJ crln-8562 80 24 in in ADP crln-8562 80 25 line line NOUN crln-8562 80 26 with with ADP crln-8562 80 27 our our PRON crln-8562 80 28 average average ADJ crln-8562 80 29 user user NOUN crln-8562 80 30 than than ADP crln-8562 80 31 an an DET crln-8562 80 32 outside outside ADJ crln-8562 80 33 shoppers shopper NOUN crln-8562 80 34 might might AUX crln-8562 80 35 be be AUX crln-8562 80 36 . . PUNCT crln-8562 81 1 we we PRON crln-8562 81 2 presented present VERB crln-8562 81 3 the the DET crln-8562 81 4 project project NOUN crln-8562 81 5 to to ADP crln-8562 81 6 the the DET crln-8562 81 7 student student NOUN crln-8562 81 8 shoppers shopper NOUN crln-8562 81 9 in in ADP crln-8562 81 10 their their PRON crln-8562 81 11 classes class NOUN crln-8562 81 12 and and CCONJ crln-8562 81 13 described describe VERB crln-8562 81 14 mystery mystery NOUN crln-8562 81 15 shopping shopping NOUN crln-8562 81 16 in in ADP crln-8562 81 17 general general ADJ crln-8562 81 18 and and CCONJ crln-8562 81 19 the the DET crln-8562 81 20 specifics specific NOUN crln-8562 81 21 of of ADP crln-8562 81 22 our our PRON crln-8562 81 23 plans plan NOUN crln-8562 81 24 . . PUNCT crln-8562 82 1 even even ADV crln-8562 82 2 after after ADP crln-8562 82 3 sharing share VERB crln-8562 82 4 these these DET crln-8562 82 5 details detail NOUN crln-8562 82 6 , , PUNCT crln-8562 82 7 we we PRON crln-8562 82 8 had have VERB crln-8562 82 9 to to PART crln-8562 82 10 emphasize emphasize VERB crln-8562 82 11 to to ADP crln-8562 82 12 the the DET crln-8562 82 13 students student NOUN crln-8562 82 14 that that PRON crln-8562 82 15 the the DET crln-8562 82 16 point point NOUN crln-8562 82 17 was be AUX crln-8562 82 18 to to PART crln-8562 82 19 evaluate evaluate VERB crln-8562 82 20 the the DET crln-8562 82 21 service service NOUN crln-8562 82 22 , , PUNCT crln-8562 82 23 not not PART crln-8562 82 24 to to PART crln-8562 82 25 test test VERB crln-8562 82 26 the the DET crln-8562 82 27 students student NOUN crln-8562 82 28 ’ ’ PART crln-8562 82 29 library library NOUN crln-8562 82 30 knowledge knowledge NOUN crln-8562 82 31 . . PUNCT crln-8562 83 1 some some DET crln-8562 83 2 students student NOUN crln-8562 83 3 expressed express VERB crln-8562 83 4 discomfort discomfort NOUN crln-8562 83 5 at at ADP crln-8562 83 6 approaching approach VERB crln-8562 83 7 the the DET crln-8562 83 8 reference reference NOUN crln-8562 83 9 desk desk NOUN crln-8562 83 10 with with ADP crln-8562 83 11 a a DET crln-8562 83 12 simple simple ADJ crln-8562 83 13 “ " PUNCT crln-8562 83 14 do do AUX crln-8562 83 15 you you PRON crln-8562 83 16 have have VERB crln-8562 83 17 this this DET crln-8562 83 18 book book NOUN crln-8562 83 19 ” " PUNCT crln-8562 83 20 question question NOUN crln-8562 83 21 , , PUNCT crln-8562 83 22 explaining explain VERB crln-8562 83 23 that that SCONJ crln-8562 83 24 they they PRON crln-8562 83 25 knew know VERB crln-8562 83 26 how how SCONJ crln-8562 83 27 to to PART crln-8562 83 28 use use VERB crln-8562 83 29 the the DET crln-8562 83 30 catalog catalog NOUN crln-8562 83 31 . . PUNCT crln-8562 84 1 role role NOUN crln-8562 84 2 playing play VERB crln-8562 84 3 a a DET crln-8562 84 4 mystery mystery NOUN crln-8562 84 5 shopping shopping NOUN crln-8562 84 6 occurrence occurrence NOUN crln-8562 84 7 helped help VERB crln-8562 84 8 them they PRON crln-8562 84 9 better well ADV crln-8562 84 10 understand understand VERB crln-8562 84 11 their their PRON crln-8562 84 12 function function NOUN crln-8562 84 13 , , PUNCT crln-8562 84 14 as as ADV crln-8562 84 15 well well ADV crln-8562 84 16 as as ADP crln-8562 84 17 teaching teach VERB crln-8562 84 18 them they PRON crln-8562 84 19 appropriate appropriate ADJ crln-8562 84 20 shopper shopper NOUN crln-8562 84 21 behavior behavior NOUN crln-8562 84 22 . . PUNCT crln-8562 85 1 as as SCONJ crln-8562 85 2 we we PRON crln-8562 85 3 continued continue VERB crln-8562 85 4 with with ADP crln-8562 85 5 our our PRON crln-8562 85 6 mystery mystery NOUN crln-8562 85 7 shopping shopping NOUN crln-8562 85 8 exercises exercise NOUN crln-8562 85 9 , , PUNCT crln-8562 85 10 we we PRON crln-8562 85 11 were be AUX crln-8562 85 12 able able ADJ crln-8562 85 13 to to PART crln-8562 85 14 also also ADV crln-8562 85 15 share share VERB crln-8562 85 16 some some DET crln-8562 85 17 changes change NOUN crln-8562 85 18 in in ADP crln-8562 85 19 the the DET crln-8562 85 20 libraries library NOUN crln-8562 85 21 that that PRON crln-8562 85 22 had have AUX crln-8562 85 23 come come VERB crln-8562 85 24 about about ADV crln-8562 85 25 because because SCONJ crln-8562 85 26 of of ADP crln-8562 85 27 past past ADJ crln-8562 85 28 results result NOUN crln-8562 85 29 . . PUNCT crln-8562 86 1 these these DET crln-8562 86 2 examples example NOUN crln-8562 86 3 often often ADV crln-8562 86 4 made make VERB crln-8562 86 5 the the DET crln-8562 86 6 project project NOUN crln-8562 86 7 ‘ ' PUNCT crln-8562 86 8 real real NOUN crln-8562 86 9 ’ ' PUNCT crln-8562 86 10 to to ADP crln-8562 86 11 the the DET crln-8562 86 12 students student NOUN crln-8562 86 13 and and CCONJ crln-8562 86 14 increased increase VERB crln-8562 86 15 how how SCONJ crln-8562 86 16 seriously seriously ADV crln-8562 86 17 they they PRON crln-8562 86 18 took take VERB crln-8562 86 19 their their PRON crln-8562 86 20 roles role NOUN crln-8562 86 21 . . PUNCT crln-8562 87 1 we we PRON crln-8562 87 2 reviewed review VERB crln-8562 87 3 the the DET crln-8562 87 4 mystery mystery NOUN crln-8562 87 5 shopping shopping NOUN crln-8562 87 6 instrument instrument NOUN crln-8562 87 7 the the DET crln-8562 87 8 students student NOUN crln-8562 87 9 would would AUX crln-8562 87 10 use use VERB crln-8562 87 11 , , PUNCT crln-8562 87 12 reminded remind VERB crln-8562 87 13 them they PRON crln-8562 87 14 not not PART crln-8562 87 15 to to PART crln-8562 87 16 bring bring VERB crln-8562 87 17 it it PRON crln-8562 87 18 to to ADP crln-8562 87 19 the the DET crln-8562 87 20 desk desk NOUN crln-8562 87 21 when when SCONJ crln-8562 87 22 conducting conduct VERB crln-8562 87 23 their their PRON crln-8562 87 24 shop shop NOUN crln-8562 87 25 , , PUNCT crln-8562 87 26 and and CCONJ crln-8562 87 27 clarified clarify VERB crln-8562 87 28 the the DET crln-8562 87 29 procedure procedure NOUN crln-8562 87 30 for for ADP crln-8562 87 31 returning return VERB crln-8562 87 32 the the DET crln-8562 87 33 completed complete VERB crln-8562 87 34 instrument instrument NOUN crln-8562 87 35 . . PUNCT crln-8562 88 1 at at ADP crln-8562 88 2 radford radford PROPN crln-8562 88 3 university university PROPN crln-8562 88 4 , , PUNCT crln-8562 88 5 we we PRON crln-8562 88 6 eventually eventually ADV crln-8562 88 7 moved move VERB crln-8562 88 8 to to ADP crln-8562 88 9 an an DET crln-8562 88 10 online online ADJ crln-8562 88 11 form form NOUN crln-8562 88 12 , , PUNCT crln-8562 88 13 which which PRON crln-8562 88 14 simplified simplify VERB crln-8562 88 15 the the DET crln-8562 88 16 process process NOUN crln-8562 88 17 greatly greatly ADV crln-8562 88 18 . . PUNCT crln-8562 89 1 to to PART crln-8562 89 2 make make VERB crln-8562 89 3 sure sure ADJ crln-8562 89 4 the the DET crln-8562 89 5 same same ADJ crln-8562 89 6 librarian librarian NOUN crln-8562 89 7 was be AUX crln-8562 89 8 n’t not PART crln-8562 89 9 shopped shop VERB crln-8562 89 10 repeatedly repeatedly ADV crln-8562 89 11 , , PUNCT crln-8562 89 12 we we PRON crln-8562 89 13 scheduled schedule VERB crln-8562 89 14 our our PRON crln-8562 89 15 shoppers shopper NOUN crln-8562 89 16 . . PUNCT crln-8562 90 1 at at ADP crln-8562 90 2 longwood longwood NOUN crln-8562 90 3 , , PUNCT crln-8562 90 4 we we PRON crln-8562 90 5 provided provide VERB crln-8562 90 6 staff staff NOUN crln-8562 90 7 pictures picture NOUN crln-8562 90 8 to to ADP crln-8562 90 9 our our PRON crln-8562 90 10 shoppers shopper NOUN crln-8562 90 11 that that PRON crln-8562 90 12 were be AUX crln-8562 90 13 to to PART crln-8562 90 14 help help VERB crln-8562 90 15 them they PRON crln-8562 90 16 identify identify VERB crln-8562 90 17 whom whom PRON crln-8562 90 18 they they PRON crln-8562 90 19 were be AUX crln-8562 90 20 to to PART crln-8562 90 21 shop shop NOUN crln-8562 90 22 . . PUNCT crln-8562 91 1 this this PRON crln-8562 91 2 greatly greatly ADV crln-8562 91 3 helped help VERB crln-8562 91 4 ensure ensure VERB crln-8562 91 5 accuracy accuracy NOUN crln-8562 91 6 of of ADP crln-8562 91 7 who who PRON crln-8562 91 8 was be AUX crln-8562 91 9 shopped shop VERB crln-8562 91 10 . . PUNCT crln-8562 92 1 secret secret ADJ crln-8562 92 2 # # SYM crln-8562 92 3 6 6 NUM crln-8562 92 4 : : PUNCT crln-8562 92 5 share share VERB crln-8562 92 6 the the DET crln-8562 92 7 findings finding NOUN crln-8562 92 8 at at ADP crln-8562 92 9 both both DET crln-8562 92 10 libraries library NOUN crln-8562 92 11 , , PUNCT crln-8562 92 12 librarians librarians PROPN crln-8562 92 13 who who PRON crln-8562 92 14 did do AUX crln-8562 92 15 not not PART crln-8562 92 16 staff staff VERB crln-8562 92 17 the the DET crln-8562 92 18 reference reference NOUN crln-8562 92 19 or or CCONJ crln-8562 92 20 front front ADJ crln-8562 92 21 desks desk NOUN crln-8562 92 22 during during ADP crln-8562 92 23 the the DET crln-8562 92 24 mystery mystery NOUN crln-8562 92 25 shopping shopping NOUN crln-8562 92 26 study study NOUN crln-8562 92 27 were be AUX crln-8562 92 28 given give VERB crln-8562 92 29 the the DET crln-8562 92 30 raw raw ADJ crln-8562 92 31 data datum NOUN crln-8562 92 32 . . PUNCT crln-8562 93 1 since since SCONJ crln-8562 93 2 radford radford PROPN crln-8562 93 3 university university PROPN crln-8562 93 4 was be AUX crln-8562 93 5 using use VERB crln-8562 93 6 an an DET crln-8562 93 7 online online ADJ crln-8562 93 8 survey survey NOUN crln-8562 93 9 tool tool NOUN crln-8562 93 10 that that PRON crln-8562 93 11 aggregated aggregate VERB crln-8562 93 12 the the DET crln-8562 93 13 shoppers shopper NOUN crln-8562 93 14 ’ ’ PART crln-8562 93 15 data datum NOUN crln-8562 93 16 , , PUNCT crln-8562 93 17 the the DET crln-8562 93 18 radford radford PROPN crln-8562 93 19 university university NOUN crln-8562 93 20 author author NOUN crln-8562 93 21 focused focus VERB crln-8562 93 22 on on ADP crln-8562 93 23 eliminating eliminate VERB crln-8562 93 24 identifying identify VERB crln-8562 93 25 details detail NOUN crln-8562 93 26 from from ADP crln-8562 93 27 the the DET crln-8562 93 28 free free ADJ crln-8562 93 29 comments comment NOUN crln-8562 93 30 section section NOUN crln-8562 93 31 . . PUNCT crln-8562 94 1 final final ADJ crln-8562 94 2 reports report NOUN crln-8562 94 3 , , PUNCT crln-8562 94 4 assessing assess VERB crln-8562 94 5 overall overall ADV crln-8562 94 6 the the DET crln-8562 94 7 service service NOUN crln-8562 94 8 provided provide VERB crln-8562 94 9 , , PUNCT crln-8562 94 10 were be AUX crln-8562 94 11 given give VERB crln-8562 94 12 to to ADP crln-8562 94 13 the the DET crln-8562 94 14 desk desk NOUN crln-8562 94 15 supervisors supervisor NOUN crln-8562 94 16 . . PUNCT crln-8562 95 1 the the DET crln-8562 95 2 supervi(continues supervi(continue NOUN crln-8562 95 3 on on ADP crln-8562 95 4 page page NOUN crln-8562 95 5 287 287 NUM crln-8562 95 6 ) ) PUNCT crln-8562 95 7 may may AUX crln-8562 95 8 2011 2011 NUM crln-8562 95 9 287 287 NUM crln-8562 95 10 c&rl c&rl PROPN crln-8562 95 11 news news NOUN crln-8562 95 12 embargo embargo NOUN crln-8562 95 13 after after ADP crln-8562 95 14 print print NOUN crln-8562 95 15 publication publication NOUN crln-8562 95 16 ; ; PUNCT crln-8562 95 17 for for ADP crln-8562 95 18 many many ADJ crln-8562 95 19 presses press NOUN crln-8562 95 20 , , PUNCT crln-8562 95 21 this this PRON crln-8562 95 22 will will AUX crln-8562 95 23 be be AUX crln-8562 95 24 their their PRON crln-8562 95 25 first first ADJ crln-8562 95 26 experience experience NOUN crln-8562 95 27 with with ADP crln-8562 95 28 simultaneous simultaneous ADJ crln-8562 95 29 release release NOUN crln-8562 95 30 . . PUNCT crln-8562 96 1 other other ADJ crln-8562 96 2 university university NOUN crln-8562 96 3 press press NOUN crln-8562 96 4 collections collection NOUN crln-8562 96 5 are be AUX crln-8562 96 6 underway underway ADJ crln-8562 96 7 also also ADV crln-8562 96 8 , , PUNCT crln-8562 96 9 such such ADJ crln-8562 96 10 as as ADP crln-8562 96 11 those those PRON crln-8562 96 12 respectively respectively ADV crln-8562 96 13 of of ADP crln-8562 96 14 cambridge cambridge NOUN crln-8562 96 15 and and CCONJ crln-8562 96 16 oxford oxford PROPN crln-8562 96 17 university university PROPN crln-8562 96 18 presses press NOUN crln-8562 96 19 . . PUNCT crln-8562 97 1 the the DET crln-8562 97 2 report report NOUN crln-8562 97 3 was be AUX crln-8562 97 4 posted post VERB crln-8562 97 5 in in ADP crln-8562 97 6 a a DET crln-8562 97 7 mediacommons mediacommon NOUN crln-8562 97 8 edition edition NOUN crln-8562 97 9 ( ( PUNCT crln-8562 97 10 an an DET crln-8562 97 11 aaup aaup PROPN crln-8562 97 12 first)2 first)2 NOUN crln-8562 97 13 and and CCONJ crln-8562 97 14 has have AUX crln-8562 97 15 provoked provoke VERB crln-8562 97 16 some some DET crln-8562 97 17 lively lively ADJ crln-8562 97 18 response response NOUN crln-8562 97 19 from from ADP crln-8562 97 20 librarians librarian NOUN crln-8562 97 21 , , PUNCT crln-8562 97 22 university university NOUN crln-8562 97 23 administrators administrator NOUN crln-8562 97 24 , , PUNCT crln-8562 97 25 and and CCONJ crln-8562 97 26 university university NOUN crln-8562 97 27 press press NOUN crln-8562 97 28 staff staff NOUN crln-8562 97 29 . . PUNCT crln-8562 98 1 some some DET crln-8562 98 2 comments comment NOUN crln-8562 98 3 add add VERB crln-8562 98 4 new new ADJ crln-8562 98 5 ideas idea NOUN crln-8562 98 6 or or CCONJ crln-8562 98 7 examples example NOUN crln-8562 98 8 or or CCONJ crln-8562 98 9 expand expand VERB crln-8562 98 10 on on ADP crln-8562 98 11 the the DET crln-8562 98 12 complexity complexity NOUN crln-8562 98 13 of of ADP crln-8562 98 14 the the DET crln-8562 98 15 issues issue NOUN crln-8562 98 16 discussed discuss VERB crln-8562 98 17 . . PUNCT crln-8562 99 1 others other NOUN crln-8562 99 2 reveal reveal VERB crln-8562 99 3 significant significant ADJ crln-8562 99 4 skepticism skepticism NOUN crln-8562 99 5 about about ADP crln-8562 99 6 the the DET crln-8562 99 7 capacity capacity NOUN crln-8562 99 8 of of ADP crln-8562 99 9 university university NOUN crln-8562 99 10 presses press VERB crln-8562 99 11 to to PART crln-8562 99 12 embrace embrace VERB crln-8562 99 13 fully fully ADV crln-8562 99 14 a a PRON crln-8562 99 15 more more ADV crln-8562 99 16 open open ADJ crln-8562 99 17 and and CCONJ crln-8562 99 18 formatunbounded formatunbounde VERB crln-8562 99 19 future future NOUN crln-8562 99 20 . . PUNCT crln-8562 100 1 in in ADP crln-8562 100 2 my my PRON crln-8562 100 3 personal personal ADJ crln-8562 100 4 view view NOUN crln-8562 100 5 , , PUNCT crln-8562 100 6 this this DET crln-8562 100 7 open open ADJ crln-8562 100 8 exchange exchange NOUN crln-8562 100 9 feels feel VERB crln-8562 100 10 like like ADP crln-8562 100 11 an an DET crln-8562 100 12 exciting exciting ADJ crln-8562 100 13 step step NOUN crln-8562 100 14 forward forward ADV crln-8562 100 15 into into ADP crln-8562 100 16 the the DET crln-8562 100 17 healthy healthy ADJ crln-8562 100 18 dialogue dialogue NOUN crln-8562 100 19 that that PRON crln-8562 100 20 we we PRON crln-8562 100 21 have have AUX crln-8562 100 22 long long ADV crln-8562 100 23 desired desire VERB crln-8562 100 24 . . PUNCT crln-8562 101 1 university university NOUN crln-8562 101 2 presses press NOUN crln-8562 101 3 share share VERB crln-8562 101 4 so so ADV crln-8562 101 5 much much ADJ crln-8562 101 6 common common ADJ crln-8562 101 7 ground ground NOUN crln-8562 101 8 with with ADP crln-8562 101 9 academic academic ADJ crln-8562 101 10 libraries library NOUN crln-8562 101 11 . . PUNCT crln-8562 102 1 this this PRON crln-8562 102 2 includes include VERB crln-8562 102 3 supporting support VERB crln-8562 102 4 faculty faculty NOUN crln-8562 102 5 research research NOUN crln-8562 102 6 , , PUNCT crln-8562 102 7 writing writing NOUN crln-8562 102 8 , , PUNCT crln-8562 102 9 and and CCONJ crln-8562 102 10 teaching teaching NOUN crln-8562 102 11 , , PUNCT crln-8562 102 12 and and CCONJ crln-8562 102 13 valuing value VERB crln-8562 102 14 the the DET crln-8562 102 15 quality quality NOUN crln-8562 102 16 , , PUNCT crln-8562 102 17 accessibility accessibility NOUN crln-8562 102 18 , , PUNCT crln-8562 102 19 and and CCONJ crln-8562 102 20 usefulness usefulness NOUN crln-8562 102 21 of of ADP crln-8562 102 22 published publish VERB crln-8562 102 23 work work NOUN crln-8562 102 24 . . PUNCT crln-8562 103 1 it it PRON crln-8562 103 2 is be AUX crln-8562 103 3 only only ADV crln-8562 103 4 natural natural ADJ crln-8562 103 5 that that SCONJ crln-8562 103 6 today today NOUN crln-8562 103 7 ’s ’s PART crln-8562 103 8 engagement engagement NOUN crln-8562 103 9 of of ADP crln-8562 103 10 both both DET crln-8562 103 11 presses press NOUN crln-8562 103 12 and and CCONJ crln-8562 103 13 libraries library NOUN crln-8562 103 14 with with ADP crln-8562 103 15 new new ADJ crln-8562 103 16 technologies technology NOUN crln-8562 103 17 and and CCONJ crln-8562 103 18 new new ADJ crln-8562 103 19 methods method NOUN crln-8562 103 20 of of ADP crln-8562 103 21 dissemination dissemination NOUN crln-8562 103 22 is be AUX crln-8562 103 23 informed inform VERB crln-8562 103 24 by by ADP crln-8562 103 25 our our PRON crln-8562 103 26 respective respective ADJ crln-8562 103 27 legacy legacy NOUN crln-8562 103 28 business business NOUN crln-8562 103 29 models model NOUN crln-8562 103 30 ( ( PUNCT crln-8562 103 31 which which PRON crln-8562 103 32 are be AUX crln-8562 103 33 strikingly strikingly ADV crln-8562 103 34 different different ADJ crln-8562 103 35 ) ) PUNCT crln-8562 103 36 . . PUNCT crln-8562 104 1 these these DET crln-8562 104 2 different different ADJ crln-8562 104 3 perspectives perspective NOUN crln-8562 104 4 are be AUX crln-8562 104 5 exciting exciting ADJ crln-8562 104 6 because because SCONJ crln-8562 104 7 of of ADP crln-8562 104 8 how how SCONJ crln-8562 104 9 much much ADJ crln-8562 104 10 we we PRON crln-8562 104 11 can can AUX crln-8562 104 12 learn learn VERB crln-8562 104 13 from from ADP crln-8562 104 14 each each DET crln-8562 104 15 other other ADJ crln-8562 104 16 and and CCONJ crln-8562 104 17 accomplish accomplish VERB crln-8562 104 18 together together ADV crln-8562 104 19 . . PUNCT crln-8562 105 1 i i PRON crln-8562 105 2 hope hope VERB crln-8562 105 3 that that SCONJ crln-8562 105 4 you you PRON crln-8562 105 5 will will AUX crln-8562 105 6 find find VERB crln-8562 105 7 the the DET crln-8562 105 8 aaup aaup PROPN crln-8562 105 9 taskforce taskforce NOUN crln-8562 105 10 report report NOUN crln-8562 105 11 helpful helpful ADJ crln-8562 105 12 as as ADP crln-8562 105 13 one one NUM crln-8562 105 14 small small ADJ crln-8562 105 15 step step NOUN crln-8562 105 16 in in ADP crln-8562 105 17 advancing advance VERB crln-8562 105 18 the the DET crln-8562 105 19 conversation conversation NOUN crln-8562 105 20 . . PUNCT crln-8562 106 1 notes note NOUN crln-8562 106 2 1 1 NUM crln-8562 106 3 . . PUNCT crln-8562 107 1 “ " PUNCT crln-8562 107 2 sustaining sustain VERB crln-8562 107 3 scholarly scholarly ADJ crln-8562 107 4 publishing publishing NOUN crln-8562 107 5 : : PUNCT crln-8562 107 6 new new ADJ crln-8562 107 7 business business NOUN crln-8562 107 8 models model NOUN crln-8562 107 9 for for ADP crln-8562 107 10 university university NOUN crln-8562 107 11 presses press NOUN crln-8562 107 12 , , PUNCT crln-8562 107 13 ” " PUNCT crln-8562 107 14 www.aaupnet.org/resources/reports www.aaupnet.org/resources/report NOUN crln-8562 107 15 /business_models /business_model NOUN crln-8562 107 16 / / SYM crln-8562 107 17 index.html index.html NUM crln-8562 107 18 . . PUNCT crln-8562 108 1 2 2 X crln-8562 108 2 . . X crln-8562 108 3 mediacommons.futureofthebook.org mediacommons.futureofthebook.org NUM crln-8562 108 4 /mcpress /mcpress ADV crln-8562 108 5 / / SYM crln-8562 108 6 sustaining sustain VERB crln-8562 108 7 . . PUNCT crln-8562 109 1 sors sor NOUN crln-8562 109 2 then then ADV crln-8562 109 3 met meet VERB crln-8562 109 4 with with ADP crln-8562 109 5 the the DET crln-8562 109 6 staff staff NOUN crln-8562 109 7 to to PART crln-8562 109 8 review review VERB crln-8562 109 9 the the DET crln-8562 109 10 results result NOUN crln-8562 109 11 . . PUNCT crln-8562 110 1 successes success NOUN crln-8562 110 2 were be AUX crln-8562 110 3 celebrated celebrate VERB crln-8562 110 4 and and CCONJ crln-8562 110 5 areas area NOUN crln-8562 110 6 for for ADP crln-8562 110 7 improvement improvement NOUN crln-8562 110 8 were be AUX crln-8562 110 9 identified identify VERB crln-8562 110 10 . . PUNCT crln-8562 111 1 at at ADP crln-8562 111 2 longwood longwood PROPN crln-8562 111 3 university university PROPN crln-8562 111 4 , , PUNCT crln-8562 111 5 the the DET crln-8562 111 6 desk desk NOUN crln-8562 111 7 supervisor supervisor NOUN crln-8562 111 8 decided decide VERB crln-8562 111 9 to to PART crln-8562 111 10 use use VERB crln-8562 111 11 the the DET crln-8562 111 12 mystery mystery NOUN crln-8562 111 13 shopping shopping NOUN crln-8562 111 14 reports report NOUN crln-8562 111 15 as as ADP crln-8562 111 16 part part NOUN crln-8562 111 17 of of ADP crln-8562 111 18 the the DET crln-8562 111 19 staff staff NOUN crln-8562 111 20 evaluation evaluation NOUN crln-8562 111 21 process process NOUN crln-8562 111 22 . . PUNCT crln-8562 112 1 such such DET crln-8562 112 2 a a DET crln-8562 112 3 move move NOUN crln-8562 112 4 entailed entail VERB crln-8562 112 5 adjusting adjust VERB crln-8562 112 6 the the DET crln-8562 112 7 staff staff NOUN crln-8562 112 8 member member NOUN crln-8562 112 9 ’s ’s PART crln-8562 112 10 work work NOUN crln-8562 112 11 description description NOUN crln-8562 112 12 to to PART crln-8562 112 13 include include VERB crln-8562 112 14 customer customer NOUN crln-8562 112 15 service service NOUN crln-8562 112 16 as as ADP crln-8562 112 17 a a DET crln-8562 112 18 responsibility responsibility NOUN crln-8562 112 19 and and CCONJ crln-8562 112 20 mystery mystery NOUN crln-8562 112 21 shopping shopping NOUN crln-8562 112 22 as as ADP crln-8562 112 23 a a DET crln-8562 112 24 measure measure NOUN crln-8562 112 25 of of ADP crln-8562 112 26 progress progress NOUN crln-8562 112 27 . . PUNCT crln-8562 113 1 conclusion conclusion NOUN crln-8562 113 2 based base VERB crln-8562 113 3 on on ADP crln-8562 113 4 our our PRON crln-8562 113 5 studies study NOUN crln-8562 113 6 , , PUNCT crln-8562 113 7 we we PRON crln-8562 113 8 conclude conclude VERB crln-8562 113 9 that that DET crln-8562 113 10 mystery mystery NOUN crln-8562 113 11 shopping shopping NOUN crln-8562 113 12 is be AUX crln-8562 113 13 an an DET crln-8562 113 14 accurate accurate ADJ crln-8562 113 15 and and CCONJ crln-8562 113 16 efficient efficient ADJ crln-8562 113 17 method method NOUN crln-8562 113 18 to to PART crln-8562 113 19 measure measure VERB crln-8562 113 20 existing exist VERB crln-8562 113 21 service service NOUN crln-8562 113 22 at at ADP crln-8562 113 23 library library NOUN crln-8562 113 24 service service NOUN crln-8562 113 25 points point NOUN crln-8562 113 26 . . PUNCT crln-8562 114 1 used use VERB crln-8562 114 2 iteratively iteratively ADV crln-8562 114 3 , , PUNCT crln-8562 114 4 it it PRON crln-8562 114 5 provides provide VERB crln-8562 114 6 cyclical cyclical ADJ crln-8562 114 7 feedback feedback NOUN crln-8562 114 8 as as SCONJ crln-8562 114 9 one one NUM crln-8562 114 10 pinpoints pinpoint NOUN crln-8562 114 11 areas area NOUN crln-8562 114 12 for for ADP crln-8562 114 13 improvement improvement NOUN crln-8562 114 14 , , PUNCT crln-8562 114 15 provides provide VERB crln-8562 114 16 training training NOUN crln-8562 114 17 , , PUNCT crln-8562 114 18 repeats repeat VERB crln-8562 114 19 the the DET crln-8562 114 20 mystery mystery NOUN crln-8562 114 21 shopping shopping NOUN crln-8562 114 22 process process NOUN crln-8562 114 23 , , PUNCT crln-8562 114 24 and and CCONJ crln-8562 114 25 determines determine VERB crln-8562 114 26 if if SCONJ crln-8562 114 27 shoppers shopper NOUN crln-8562 114 28 report report VERB crln-8562 114 29 staff staff NOUN crln-8562 114 30 behaviors behavior NOUN crln-8562 114 31 that that PRON crln-8562 114 32 meet meet VERB crln-8562 114 33 established established ADJ crln-8562 114 34 expectations expectation NOUN crln-8562 114 35 . . PUNCT crln-8562 115 1 mystery mystery NOUN crln-8562 115 2 shopping shopping NOUN crln-8562 115 3 is be AUX crln-8562 115 4 not not PART crln-8562 115 5 productive productive ADJ crln-8562 115 6 as as ADP crln-8562 115 7 a a DET crln-8562 115 8 mechanism mechanism NOUN crln-8562 115 9 to to PART crln-8562 115 10 “ " PUNCT crln-8562 115 11 spy spy VERB crln-8562 115 12 on on ADP crln-8562 115 13 ” " PUNCT crln-8562 115 14 or or CCONJ crln-8562 115 15 “ " PUNCT crln-8562 115 16 catch catch NOUN crln-8562 115 17 ” " PUNCT crln-8562 115 18 employees employee NOUN crln-8562 115 19 misbehaving misbehave VERB crln-8562 115 20 . . PUNCT crln-8562 116 1 instead instead ADV crln-8562 116 2 , , PUNCT crln-8562 116 3 a a DET crln-8562 116 4 sound sound ADJ crln-8562 116 5 mystery mystery NOUN crln-8562 116 6 shopping shopping NOUN crln-8562 116 7 program program NOUN crln-8562 116 8 is be AUX crln-8562 116 9 a a DET crln-8562 116 10 team team NOUN crln-8562 116 11 effort effort NOUN crln-8562 116 12 that that PRON crln-8562 116 13 includes include VERB crln-8562 116 14 all all DET crln-8562 116 15 stakeholders stakeholder NOUN crln-8562 116 16 in in ADP crln-8562 116 17 a a DET crln-8562 116 18 process process NOUN crln-8562 116 19 that that PRON crln-8562 116 20 leads lead VERB crln-8562 116 21 to to ADP crln-8562 116 22 improved improve VERB crln-8562 116 23 interpersonal interpersonal ADJ crln-8562 116 24 communication communication NOUN crln-8562 116 25 between between ADP crln-8562 116 26 our our PRON crln-8562 116 27 public public ADJ crln-8562 116 28 service service NOUN crln-8562 116 29 staff staff NOUN crln-8562 116 30 and and CCONJ crln-8562 116 31 patrons patron NOUN crln-8562 116 32 . . PUNCT crln-8562 117 1 notes note NOUN crln-8562 117 2 1 1 NUM crln-8562 117 3 . . PROPN crln-8562 117 4 j. j. PROPN crln-8562 117 5 d. d. PROPN crln-8562 117 6 durrance durrance PROPN crln-8562 117 7 , , PUNCT crln-8562 117 8 “ " PUNCT crln-8562 117 9 factors factor NOUN crln-8562 117 10 that that PRON crln-8562 117 11 influence influence VERB crln-8562 117 12 reference reference NOUN crln-8562 117 13 success success NOUN crln-8562 117 14 : : PUNCT crln-8562 117 15 what what PRON crln-8562 117 16 makes make VERB crln-8562 117 17 questioners questioner NOUN crln-8562 117 18 willing willing ADJ crln-8562 117 19 to to PART crln-8562 117 20 return return VERB crln-8562 117 21 , , PUNCT crln-8562 117 22 ” " PUNCT crln-8562 117 23 reference reference NOUN crln-8562 117 24 librarian librarian PROPN crln-8562 117 25 23 23 NUM crln-8562 117 26 ( ( PUNCT crln-8562 117 27 1995 1995 NUM crln-8562 117 28 ): ): PUNCT crln-8562 117 29 243–65 243–65 NUM crln-8562 117 30 . . PUNCT crln-8562 118 1 2 2 X crln-8562 118 2 . . PROPN crln-8562 118 3 t. t. PROPN crln-8562 118 4 van van PROPN crln-8562 118 5 der der PROPN crln-8562 118 6 wiele wiele PROPN crln-8562 118 7 , , PUNCT crln-8562 118 8 m. m. PROPN crln-8562 118 9 hesselink hesselink PROPN crln-8562 118 10 , , PUNCT crln-8562 118 11 j. j. PROPN crln-8562 118 12 van van PROPN crln-8562 118 13 iwaarden iwaarden PROPN crln-8562 118 14 , , PUNCT crln-8562 118 15 “ " PUNCT crln-8562 118 16 mystery mystery NOUN crln-8562 118 17 shopping shopping NOUN crln-8562 118 18 : : PUNCT crln-8562 118 19 a a DET crln-8562 118 20 tool tool NOUN crln-8562 118 21 to to PART crln-8562 118 22 develop develop VERB crln-8562 118 23 insight insight NOUN crln-8562 118 24 into into ADP crln-8562 118 25 customer customer NOUN crln-8562 118 26 service service NOUN crln-8562 118 27 provision provision NOUN crln-8562 118 28 , , PUNCT crln-8562 118 29 ” " PUNCT crln-8562 118 30 total total ADJ crln-8562 118 31 quality quality NOUN crln-8562 118 32 management management NOUN crln-8562 118 33 16 16 NUM crln-8562 118 34 ( ( PUNCT crln-8562 118 35 200):529–41 200):529–41 NUM crln-8562 118 36 . . PUNCT crln-8562 119 1 3 3 X crln-8562 119 2 . . X crln-8562 119 3 “ " PUNCT crln-8562 119 4 guidelines guideline NOUN crln-8562 119 5 for for ADP crln-8562 119 6 behavioral behavioral ADJ crln-8562 119 7 performance performance NOUN crln-8562 119 8 of of ADP crln-8562 119 9 reference reference NOUN crln-8562 119 10 and and CCONJ crln-8562 119 11 information information NOUN crln-8562 119 12 service service NOUN crln-8562 119 13 providers provider NOUN crln-8562 119 14 , , PUNCT crln-8562 119 15 ” " PUNCT crln-8562 119 16 accessed access VERB crln-8562 119 17 january january PROPN crln-8562 119 18 6 6 NUM crln-8562 119 19 , , PUNCT crln-8562 119 20 2011 2011 NUM crln-8562 119 21 , , PUNCT crln-8562 119 22 www.ala.org www.ala.org PROPN crln-8562 119 23 /ala /ala PUNCT crln-8562 119 24 / / SYM crln-8562 119 25 mgrps mgrps PROPN crln-8562 119 26 / / SYM crln-8562 119 27 divs divs ADJ crln-8562 119 28 / / SYM crln-8562 119 29 rusa rusa NOUN crln-8562 119 30 / / SYM crln-8562 119 31 resources resource NOUN crln-8562 119 32 / / SYM crln-8562 119 33 guidelines guideline NOUN crln-8562 119 34 /guidelinesbehavioral.cfm /guidelinesbehavioral.cfm PROPN crln-8562 119 35 . . PUNCT crln-8562 120 1 ( ( PUNCT crln-8562 120 2 “ " PUNCT crln-8562 120 3 secrets secret NOUN crln-8562 120 4 to to ADP crln-8562 120 5 successful successful ADJ crln-8562 120 6 mystery mystery NOUN crln-8562 120 7 shopping shopping NOUN crln-8562 120 8 , , PUNCT crln-8562 120 9 ” " PUNCT crln-8562 120 10 cont cont NOUN crln-8562 120 11 . . PUNCT crln-8562 121 1 from from ADP crln-8562 121 2 page page NOUN crln-8562 121 3 276 276 NUM crln-8562 121 4 ) ) PUNCT