{"id":"W1599944525","doi":"10.1108/09604520910955320","title":"Service quality, emotional satisfaction, and behavioural intentions","year":2009,"lang":"en","type":"article","venue":"Managing Service Quality","topic":"Customer Service Quality and Loyalty","field":"Business, Management and Accounting","cited_by":413,"is_retracted":false,"has_abstract":true,"ca_institutions":"Université Laval","funders":"","keywords":"Psychology; Service quality; Loyalty; Conceptual model; Originality; Empirical research; Service (business); Quality (philosophy); Hospitality industry; Hospitality; Variety (cybernetics); Marketing; Services marketing; Word of mouth; Social psychology; Applied psychology; Business; Tourism; Computer science","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":["metaepi_narrow"],"consensus_categories":[],"category_scores_codex":[0.002015096,0.0004011125,0.0004649089,0.0003265211,0.000737419,0.0007172553,0.0003932704,0.0001580472,0.0004081832],"category_scores_gemma":[0.0000826069,0.0004319639,0.0001366613,0.001367914,0.00005033148,0.002152629,0.0003142377,0.000410058,0.0004454294],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.00008035661,"about_ca_system_score_gemma":0.00003308804,"about_ca_topic_candidate":true,"about_ca_topic_consensus":true,"about_ca_topic_score_codex":0.06199266,"about_ca_topic_score_gemma":0.03780242,"domain_scores_codex":[0.9968535,0.0001382333,0.0009139288,0.0007152944,0.0008183399,0.0005607472],"domain_scores_gemma":[0.997938,0.0001034416,0.000479307,0.00065654,0.0007559306,0.00006675751],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"observational","study_design_gemma":"observational","study_design_scores_codex":[0.0001601015,0.0004974029,0.650186,0.00228917,0.0001180124,0.000009894677,0.001282831,0.0001474845,0.0009893789,0.313984,0.001695705,0.02863999],"study_design_scores_gemma":[0.0007867331,0.000008960538,0.9590897,0.0001074919,0.0001032586,0.000006520094,0.003002652,0.001306477,0.000007052628,0.03158094,0.003433218,0.000566976],"study_design_candidate":"observational","study_design_consensus":"observational","genre_codex":"empirical","genre_gemma":"empirical","genre_scores_codex":[0.9082904,0.00009274409,0.0004941118,0.08155826,0.0004741799,0.0003176705,0.0000202393,0.0005948535,0.008157502],"genre_scores_gemma":[0.9263663,0.000009247115,0.0003004218,0.07240311,0.0005758019,0.00001470945,0.0001685326,0.00002890597,0.0001329496],"genre_candidate":"empirical","genre_consensus":"empirical","teacher_disagreement_score":0.3089037,"threshold_uncertainty_score":0.9998132,"prediction_status":"machine_predicted_unvalidated"},"machine_scores":{"provisional":true,"baseline":true,"maturity_gate_passed":false,"score_opus":0.06846215412242698,"score_gpt":0.3151235512971181,"score_spread":0.2466613971746911,"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."}}