{"id":"W2045745167","doi":"10.1177/0092070303261467","title":"When Customers Disappoint: A Model of Relational Internal Marketing and Customer Complaints","year":2004,"lang":"en","type":"article","venue":"Journal of the Academy of Marketing Science","topic":"Customer Service Quality and Loyalty","field":"Business, Management and Accounting","cited_by":217,"is_retracted":false,"has_abstract":false,"ca_institutions":"Brock University","funders":"","keywords":"Marketing; Business; Relationship marketing; Sample (material); Association (psychology); Service (business); Customer satisfaction; Supervisor; Psychology; Marketing management; Management","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":[],"consensus_categories":[],"category_scores_codex":[0.01699119,0.0001423669,0.0002997915,0.0004117196,0.0002971876,0.0000753407,0.001045971,0.00006842841,0.00003868484],"category_scores_gemma":[0.0023846,0.0001018431,0.0001487006,0.0006572036,0.0008102865,0.00145527,0.0005660581,0.0005078524,0.000004035969],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.00007222113,"about_ca_system_score_gemma":0.0001058332,"about_ca_topic_candidate":false,"about_ca_topic_consensus":false,"about_ca_topic_score_codex":0.00005900347,"about_ca_topic_score_gemma":0.000004098102,"domain_scores_codex":[0.9974855,0.0001031333,0.0008347599,0.0001964895,0.001110071,0.0002700942],"domain_scores_gemma":[0.9973006,0.0004427818,0.001810963,0.000121345,0.000287666,0.00003666116],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"observational","study_design_gemma":"observational","study_design_scores_codex":[0.009381486,0.001058255,0.493672,0.005400616,0.000492015,0.00001245052,0.00714762,0.1878525,0.1413988,0.1095499,0.006573877,0.0374605],"study_design_scores_gemma":[0.002900968,0.00002442703,0.8957281,0.0041883,0.000265309,0.0001420377,0.001903152,0.07020625,0.001562215,0.01888427,0.003645794,0.0005491567],"study_design_candidate":"observational","study_design_consensus":"observational","genre_codex":"empirical","genre_gemma":"empirical","genre_scores_codex":[0.9875697,0.00009719101,0.0002492878,0.00594068,0.0001857339,0.00009067522,0.000002244416,0.000007628923,0.005856842],"genre_scores_gemma":[0.9960313,0.00001695387,0.002726654,0.0009384467,0.0002008079,5.222209e-7,1.22146e-7,0.000009904022,0.00007521577],"genre_candidate":"empirical","genre_consensus":"empirical","teacher_disagreement_score":0.4020562,"threshold_uncertainty_score":0.5888842,"prediction_status":"machine_predicted_unvalidated"},"machine_scores":{"provisional":true,"baseline":true,"maturity_gate_passed":false,"score_opus":0.03288566231463335,"score_gpt":0.2670273709352788,"score_spread":0.2341417086206455,"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."}}