{"id":"W2056952650","doi":"10.1111/j.1936-4490.2000.tb00204.x","title":"Service Problems and Recovery Stratégies: An Experiment","year":2000,"lang":"en","type":"article","venue":"Canadian Journal of Administrative Sciences / Revue Canadienne des Sciences de l Administration","topic":"Customer Service Quality and Loyalty","field":"Business, Management and Accounting","cited_by":277,"is_retracted":false,"has_abstract":true,"ca_institutions":"Wilfrid Laurier University","funders":"","keywords":"Service recovery; Service (business); Complaint; Humanities; Political science; Psychology; Welfare economics; Business; Economics; Philosophy; Service quality; Marketing","routes":{"ca_aff":true,"ca_fund":false,"ca_venue":true,"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":[0.008089241,0.001030371,0.001032185,0.0007124171,0.001224441,0.00224562,0.002241446,0.00276532,0.0147325],"category_scores_gemma":[0.02967473,0.0009839667,0.0007724995,0.0005074774,0.00160239,0.002382404,0.001730183,0.003733378,0.001358696],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.000817139,"about_ca_system_score_gemma":0.001584211,"about_ca_topic_candidate":false,"about_ca_topic_consensus":false,"about_ca_topic_score_codex":0.0009898324,"about_ca_topic_score_gemma":0.000726544,"domain_scores_codex":[0.9936554,0.003293867,0.0006659793,0.0007212575,0.0008906181,0.0007728775],"domain_scores_gemma":[0.9264503,0.06334016,0.003577415,0.003308855,0.001515004,0.001808244],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"nonrandomized_trial","study_design_gemma":"nonrandomized_trial","study_design_scores_codex":[0.1050046,0.6625087,0.03234662,0.002035632,0.0004360364,0.001130199,0.03200779,0.009505776,0.06214914,0.006582374,0.003224406,0.08306885],"study_design_scores_gemma":[0.05508737,0.7599322,0.06027149,0.0003834359,0.0007059762,0.0004094808,0.01735283,0.03783022,0.04089116,0.00996583,0.01656247,0.0006075228],"study_design_candidate":"nonrandomized_trial","study_design_consensus":"nonrandomized_trial","genre_codex":"empirical","genre_gemma":"empirical","genre_scores_codex":[0.9955146,0.00002170946,0.0007109659,0.000132531,0.00005194144,0.001725491,0.0001415103,0.00002913312,0.001672184],"genre_scores_gemma":[0.9723044,0.0001123422,0.008007951,0.0004936798,0.00009917952,0.01294482,0.0003183007,0.00003901068,0.005680267],"genre_candidate":"empirical","genre_consensus":"empirical","teacher_disagreement_score":0.0147325,"threshold_uncertainty_score":0.04928517,"prediction_status":"machine_predicted_unvalidated"},"machine_scores":{"provisional":true,"baseline":true,"maturity_gate_passed":false,"score_opus":0.1153914417454501,"score_gpt":0.3107008010499304,"score_spread":0.1953093593044803,"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."}}