{"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":"codex-gemma-dda1882f352a","candidate_categories":[],"consensus_categories":[],"category_scores_codex":[0.0005013436,0.0002549589,0.0002504049,0.0005590888,0.0001001089,0.0004437068,0.001357197,0.000160249,0.0003978059],"category_scores_gemma":[0.000009319772,0.0002148321,0.00009095811,0.000911713,0.00001870008,0.001884898,0.0003611454,0.0006512213,0.0004179199],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.0002044819,"about_ca_system_score_gemma":0.00007397282,"about_ca_topic_candidate":false,"about_ca_topic_consensus":false,"about_ca_topic_score_codex":0.001068403,"about_ca_topic_score_gemma":0.0009348943,"domain_scores_codex":[0.997654,0.00001161085,0.0006234685,0.0002383711,0.001183716,0.0002888846],"domain_scores_gemma":[0.9972944,0.00001969745,0.0007529993,0.0002568365,0.001631374,0.0000446903],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"theoretical_or_conceptual","study_design_gemma":"not_applicable","study_design_scores_codex":[0.006538002,0.01210363,0.05682642,0.008748116,0.01749613,0.014804,0.008694177,0.1711202,0.0004824832,0.6303281,0.02075182,0.05210696],"study_design_scores_gemma":[0.01573048,0.0001618625,0.06262525,0.002546422,0.001138906,0.0006475894,0.01659342,0.001352714,0.0002229649,0.01940711,0.8780873,0.001486005],"study_design_candidate":"not_applicable","study_design_consensus":null,"genre_codex":"empirical","genre_gemma":"empirical","genre_scores_codex":[0.8424253,0.00006592894,0.0006708928,0.1099021,0.001749973,0.0003198519,0.000005083474,0.0001456067,0.04471523],"genre_scores_gemma":[0.9218383,0.0000214057,0.002908875,0.07197512,0.003033454,0.00001201712,0.00001824371,0.0000444619,0.000148137],"genre_candidate":"empirical","genre_consensus":"empirical","teacher_disagreement_score":0.8573354,"threshold_uncertainty_score":0.8760601,"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."}}