{"id":"W2037466801","doi":"10.1111/j.0011-7315.2004.02620.x","title":"Net‐Based Customer Service Systems: Evolution and Revolution in Web Site Functionalities*","year":2004,"lang":"en","type":"article","venue":"Decision Sciences","topic":"Customer Service Quality and Loyalty","field":"Business, Management and Accounting","cited_by":174,"is_retracted":false,"has_abstract":true,"ca_institutions":"Queen's University","funders":"","keywords":"Computer science; Taxonomy (biology); Knowledge management; Web service; Component (thermodynamics); World Wide Web; Business; Process management; Data science; Ecology","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":"metacan-v3-hybrid-931329e0061c","candidate_categories":[],"consensus_categories":[],"category_scores_codex":[0.00337827,0.0001081382,0.00009853103,0.001864737,0.0006709926,0.003175097,0.0004677597,0.0006506416,0.002292562],"category_scores_gemma":[0.01048002,0.0001399173,0.000171462,0.001600594,0.001906343,0.002883154,0.001179208,0.0006061199,0.0002619799],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.002809624,"about_ca_system_score_gemma":0.0009843174,"about_ca_topic_candidate":false,"about_ca_topic_consensus":false,"about_ca_topic_score_codex":0.002696371,"about_ca_topic_score_gemma":0.003301379,"domain_scores_codex":[0.998349,0.0008597006,0.00008990183,0.0001226043,0.000419564,0.0001594312],"domain_scores_gemma":[0.9874405,0.006799622,0.002062456,0.0008399216,0.002050842,0.0008066223],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"observational","study_design_gemma":"observational","study_design_scores_codex":[0.0004050918,0.0006928272,0.5429935,0.0002435534,0.00004514179,0.0004369714,0.02569394,0.003900565,0.007741963,0.107541,0.003187157,0.3071183],"study_design_scores_gemma":[0.00004461057,0.000650056,0.8820891,0.0001388647,0.00003705665,0.0009135185,0.03178418,0.02795729,0.004932358,0.02560033,0.02579803,0.00005465087],"study_design_candidate":"observational","study_design_consensus":"observational","genre_codex":"empirical","genre_gemma":"empirical","genre_scores_codex":[0.9834498,0.0001848999,0.001621,0.0006929525,0.000005164877,0.0000326785,0.00005478735,0.00002654125,0.01393226],"genre_scores_gemma":[0.9987722,0.00004724051,0.0007144787,0.00003413471,0.00000420615,0.000008606583,0.00002716281,0.000003168994,0.0003889055],"genre_candidate":"empirical","genre_consensus":"empirical","teacher_disagreement_score":0.00337827,"threshold_uncertainty_score":0.02038538,"prediction_status":"machine_predicted_unvalidated"},"machine_scores":{"provisional":true,"baseline":true,"maturity_gate_passed":false,"score_opus":0.04150678298674337,"score_gpt":0.2767905612872886,"score_spread":0.2352837783005452,"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."}}