{"id":"W1591706532","doi":"10.1108/09564230410532510","title":"Self‐service with a smile?","year":2004,"lang":"en","type":"article","venue":"International Journal of Service Industry Management","topic":"Customer Service Quality and Loyalty","field":"Business, Management and Accounting","cited_by":83,"is_retracted":false,"has_abstract":true,"ca_institutions":"McMaster University","funders":"","keywords":"Service recovery; Business; Service (business); Marketing; Customer satisfaction; Key (lock); Process management; Service provider; Service quality; Computer science; Computer security","routes":{"ca_aff":true,"ca_fund":false,"ca_venue":false,"about_ca":true,"invisible_to_affiliation_only":false},"retraction":null,"screen":null,"direct_labels":[],"prediction":{"model_version":"metacan-v3-hybrid-931329e0061c","candidate_categories":[],"consensus_categories":[],"category_scores_codex":[0.0006710802,0.0001603884,0.0002475393,0.0004063412,0.002679005,0.002079813,0.0003363542,0.001310744,0.02233946],"category_scores_gemma":[0.00367089,0.00008510537,0.0003062749,0.0003813473,0.001271618,0.001491984,0.001244944,0.001324173,0.003773036],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.001136908,"about_ca_system_score_gemma":0.001271284,"about_ca_topic_candidate":false,"about_ca_topic_consensus":false,"about_ca_topic_score_codex":0.01930798,"about_ca_topic_score_gemma":0.0395594,"domain_scores_codex":[0.9993326,0.0001337592,0.00001451988,0.00002575366,0.0001465393,0.0003467797],"domain_scores_gemma":[0.9986256,0.0001461143,0.0002357478,0.00004322368,0.0002656229,0.0006837577],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"design_other","study_design_gemma":"observational","study_design_scores_codex":[0.0003991098,0.001028087,0.223367,0.0003845959,0.00006258248,0.006078627,0.1050419,0.0001137625,0.002313707,0.01579479,0.2131762,0.4322397],"study_design_scores_gemma":[0.00004183992,0.0004518639,0.2089152,0.0003941426,0.00004271355,0.009102238,0.4747642,0.0006747189,0.000729932,0.0036028,0.3011979,0.00008242507],"study_design_candidate":"observational","study_design_consensus":null,"genre_codex":"empirical","genre_gemma":"empirical","genre_scores_codex":[0.8177959,0.002416918,0.0006773148,0.04785425,0.001304548,0.00006559515,0.0002095952,0.000133109,0.1295426],"genre_scores_gemma":[0.9673465,0.0009999058,0.0001642323,0.006162118,0.0001574499,0.00001800053,0.00007323058,0.00002266955,0.02505586],"genre_candidate":"empirical","genre_consensus":"empirical","teacher_disagreement_score":0.02233946,"threshold_uncertainty_score":0.07473296,"prediction_status":"machine_predicted_unvalidated"},"machine_scores":{"provisional":true,"baseline":true,"maturity_gate_passed":false,"score_opus":0.02203975210653996,"score_gpt":0.2553593969941976,"score_spread":0.2333196448876576,"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."}}