{"id":"W1524018930","doi":"10.46631/jefas.2002.v7n13.05","title":"10 years of service quality measurement: reviewing the use of the SERVQUAL instrument","year":2002,"lang":"es","type":"article","venue":"Cuadernos de difusión","topic":"Customer Service Quality and Loyalty","field":"Business, Management and Accounting","cited_by":89,"is_retracted":false,"has_abstract":true,"ca_institutions":"Université Laval","funders":"","keywords":"SERVQUAL; Humanities; Art; Service quality; Service (business); Business","routes":{"ca_aff":true,"ca_fund":false,"ca_venue":false,"about_ca":false,"invisible_to_affiliation_only":false},"retraction":null,"screen":null,"direct_labels":[],"prediction":{"model_version":"codex-gemma-dda1882f352a","candidate_categories":["metaepi_narrow","insufficient_payload"],"consensus_categories":[],"category_scores_codex":[0.002513221,0.0003681659,0.0006565827,0.0001107555,0.00033582,0.0003275317,0.001303935,0.0002033496,0.003460279],"category_scores_gemma":[0.0008832912,0.0002650338,0.0004391781,0.001371946,0.0002004751,0.0007511088,0.0007202112,0.0004415321,0.0005350357],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.0001026515,"about_ca_system_score_gemma":0.00005261901,"about_ca_topic_candidate":false,"about_ca_topic_consensus":false,"about_ca_topic_score_codex":0.006533712,"about_ca_topic_score_gemma":0.0006886991,"domain_scores_codex":[0.9958553,0.0004485765,0.001301311,0.0004258557,0.001432561,0.0005364231],"domain_scores_gemma":[0.9960449,0.0002753574,0.001405572,0.001408915,0.0008270309,0.00003821047],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"design_other","study_design_gemma":"not_applicable","study_design_scores_codex":[0.0007631658,0.005584718,0.2671728,0.07860298,0.00248592,0.0000222287,0.0249395,0.001633074,0.01447698,0.02605276,0.05480091,0.523465],"study_design_scores_gemma":[0.001092848,0.00002532753,0.3590688,0.003192967,0.0007287969,0.000002630978,0.001479385,0.003179164,0.0005834155,0.0001611238,0.629926,0.0005595708],"study_design_candidate":"not_applicable","study_design_consensus":null,"genre_codex":"empirical","genre_gemma":"empirical","genre_scores_codex":[0.9789408,0.003965485,0.00001026116,0.01325159,0.0004768816,0.0008988986,0.00004385291,0.00004907273,0.002363093],"genre_scores_gemma":[0.9890273,0.0005207861,0.00003006429,0.009296906,0.000414412,0.00002097106,0.000008263035,0.00004695442,0.0006344055],"genre_candidate":"empirical","genre_consensus":"empirical","teacher_disagreement_score":0.5751251,"threshold_uncertainty_score":0.9999802,"prediction_status":"machine_predicted_unvalidated"},"machine_scores":{"provisional":true,"baseline":true,"maturity_gate_passed":false,"score_opus":0.1907131721480078,"score_gpt":0.2768007417595394,"score_spread":0.0860875696115316,"validation_status":"score_only:v0-immature-baseline","note":"Baseline scores from an immature model (maturity gate not passed). Scores rank; they never assert a category."}}