{"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":"codex-gemma-dda1882f352a","candidate_categories":["sts","scholarly_communication"],"consensus_categories":[],"category_scores_codex":[0.002521318,0.0002564262,0.000290832,0.0005085827,0.001821062,0.001696422,0.0008065931,0.0001008877,0.0008648345],"category_scores_gemma":[0.0001629132,0.0002405403,0.00007047472,0.001554833,0.002144132,0.004630317,0.00001509651,0.0002148658,0.00001704378],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.000274558,"about_ca_system_score_gemma":0.002834424,"about_ca_topic_candidate":true,"about_ca_topic_consensus":true,"about_ca_topic_score_codex":0.05713497,"about_ca_topic_score_gemma":0.8374023,"domain_scores_codex":[0.9977751,0.00007792909,0.0006313054,0.0004688349,0.0002476174,0.0007991668],"domain_scores_gemma":[0.998414,0.00007619801,0.0004485543,0.0001725639,0.00039786,0.0004908717],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"theoretical_or_conceptual","study_design_gemma":"qualitative","study_design_scores_codex":[0.001066647,0.00137788,0.1315458,0.003763541,0.0003917649,0.003255462,0.2207044,0.03499636,0.007821722,0.4044653,0.003479223,0.187132],"study_design_scores_gemma":[0.003462383,0.0222022,0.1725079,0.003006842,0.0005193541,0.007493823,0.3469928,0.0397184,0.002336314,0.2593131,0.1371303,0.005316569],"study_design_candidate":"theoretical_or_conceptual","study_design_consensus":null,"genre_codex":"empirical","genre_gemma":"empirical","genre_scores_codex":[0.9793573,0.0003096583,0.00005525102,0.002917206,0.0002825112,0.000195319,0.00001848204,0.00001574091,0.01684856],"genre_scores_gemma":[0.9953616,0.00002361782,0.00214424,0.001888125,0.0004231996,0.000007752597,0.00000787621,0.00001080146,0.0001327681],"genre_candidate":"empirical","genre_consensus":"empirical","teacher_disagreement_score":0.7802674,"threshold_uncertainty_score":0.9994785,"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."}}