{"id":"W2027276654","doi":"10.1108/09604520410528563","title":"The almost customer: a missed opportunity to enhance corporate success","year":2004,"lang":"en","type":"article","venue":"Managing Service Quality","topic":"Customer Service Quality and Loyalty","field":"Business, Management and Accounting","cited_by":12,"is_retracted":false,"has_abstract":true,"ca_institutions":"Memorial University of Newfoundland","funders":"","keywords":"Customer retention; Customer delight; Business; Customer equity; Customer advocacy; Marketing; Customer profitability; Customer to customer; Loyalty business model; Customer satisfaction; Customer intelligence; Service quality; Phenomenon; Customer lifetime value; Service (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","sts","scholarly_communication","insufficient_payload"],"consensus_categories":[],"category_scores_codex":[0.003507687,0.0004472845,0.0004529223,0.0002119049,0.001390261,0.001088719,0.001505889,0.0001180417,0.0002151153],"category_scores_gemma":[0.0003148528,0.0003775686,0.0001458042,0.002369724,0.00009176738,0.001269737,0.0006712286,0.0004238521,0.003103319],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.0001374597,"about_ca_system_score_gemma":0.0001443537,"about_ca_topic_candidate":true,"about_ca_topic_consensus":true,"about_ca_topic_score_codex":0.03746196,"about_ca_topic_score_gemma":0.01880946,"domain_scores_codex":[0.9966322,0.0001181716,0.0008549005,0.0007595344,0.0007565519,0.0008786106],"domain_scores_gemma":[0.9969448,0.0001852371,0.000768345,0.00131348,0.0006198363,0.0001682421],"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":[0.002089008,0.002177331,0.03753202,0.009145341,0.0007133582,0.0002876118,0.00811504,0.01096567,0.004292325,0.796186,0.02557283,0.1029234],"study_design_scores_gemma":[0.002314885,0.00004095438,0.1070067,0.0006311389,0.0002895426,0.00001004338,0.0120885,0.001547506,0.001205389,0.09016538,0.7816427,0.003057248],"study_design_candidate":"theoretical_or_conceptual","study_design_consensus":null,"genre_codex":"empirical","genre_gemma":"empirical","genre_scores_codex":[0.794395,0.0001100829,0.0007645863,0.1752985,0.0009531747,0.0007779628,0.00001382435,0.0006881502,0.02699869],"genre_scores_gemma":[0.8716947,0.00001471649,0.0001487712,0.1266727,0.0006894973,0.00007186757,0.0000652528,0.00005631087,0.0005861273],"genre_candidate":"empirical","genre_consensus":"empirical","teacher_disagreement_score":0.7560699,"threshold_uncertainty_score":0.9999483,"prediction_status":"machine_predicted_unvalidated"},"machine_scores":{"provisional":true,"baseline":true,"maturity_gate_passed":false,"score_opus":0.07011811040658206,"score_gpt":0.316500444106868,"score_spread":0.2463823337002859,"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."}}