{"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":"metacan-v3-hybrid-931329e0061c","candidate_categories":[],"consensus_categories":[],"category_scores_codex":[0.001639646,0.0001972134,0.0002294634,0.0008168055,0.000364012,0.001536296,0.0002650902,0.0003652472,0.002939001],"category_scores_gemma":[0.007188525,0.0001170112,0.0004668305,0.0009022876,0.0009106732,0.0005132006,0.0005581639,0.0006127864,0.0001596829],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.001305015,"about_ca_system_score_gemma":0.001473694,"about_ca_topic_candidate":false,"about_ca_topic_consensus":false,"about_ca_topic_score_codex":0.01870894,"about_ca_topic_score_gemma":0.01327654,"domain_scores_codex":[0.9991026,0.0004269385,0.00006653654,0.0000582998,0.0001998061,0.0001457383],"domain_scores_gemma":[0.9934794,0.002929309,0.001772569,0.0001820853,0.001115798,0.0005209163],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"observational","study_design_gemma":"observational","study_design_scores_codex":[0.0001815571,0.0004409564,0.9624832,0.0003201824,0.0001746022,0.0001161818,0.001916418,0.001134041,0.0004032171,0.005122643,0.0003453221,0.02736169],"study_design_scores_gemma":[0.00002049699,0.000363384,0.9843146,0.0002136964,0.0001537683,0.000107784,0.00475465,0.005573259,0.0003384067,0.002966458,0.001173896,0.00001979563],"study_design_candidate":"observational","study_design_consensus":"observational","genre_codex":"empirical","genre_gemma":"empirical","genre_scores_codex":[0.9888825,0.0005093362,0.002143819,0.0004871789,0.00001214412,0.00006105839,0.0001105309,0.00001212194,0.007781445],"genre_scores_gemma":[0.99937,0.0001121025,0.0002928506,0.00003587634,0.000003254381,0.0000115543,0.00003271254,7.514107e-7,0.0001409753],"genre_candidate":"empirical","genre_consensus":"empirical","teacher_disagreement_score":0.01870894,"threshold_uncertainty_score":0.03720009,"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."}}