{"id":"W2098613980","doi":"10.1177/1094670511412577","title":"Relational Damage and Relationship Repair","year":2011,"lang":"en","type":"article","venue":"Journal of Service Research","topic":"Customer Service Quality and Loyalty","field":"Business, Management and Accounting","cited_by":33,"is_retracted":false,"has_abstract":true,"ca_institutions":"Queen's University; Memorial University of Newfoundland","funders":"","keywords":"Service (business); Business; Attribution; Service provider; Marketing; Service recovery; Customer relationship management; Psychology; Social psychology; Service quality","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":[0.007228742,0.0006769529,0.0006438178,0.003630061,0.003763504,0.005067984,0.002257786,0.002595684,0.01593568],"category_scores_gemma":[0.05604341,0.0005486241,0.0007747562,0.002590044,0.01010927,0.0116014,0.01035824,0.003150022,0.0008365142],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.00329457,"about_ca_system_score_gemma":0.001631359,"about_ca_topic_candidate":false,"about_ca_topic_consensus":false,"about_ca_topic_score_codex":0.002021112,"about_ca_topic_score_gemma":0.001101546,"domain_scores_codex":[0.9916273,0.002956695,0.0004595805,0.0009977329,0.002899258,0.001059388],"domain_scores_gemma":[0.9627942,0.01742834,0.00934449,0.005680653,0.001765874,0.002986536],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"theoretical_or_conceptual","study_design_gemma":"observational","study_design_scores_codex":[0.0009626005,0.001740735,0.09641644,0.0007276741,0.0002941331,0.001384926,0.0626162,0.006573891,0.004896738,0.5102526,0.003365187,0.3107688],"study_design_scores_gemma":[0.0003905037,0.001052484,0.1377078,0.000537014,0.0003313626,0.003140235,0.0489693,0.01477149,0.004717195,0.7384039,0.04978995,0.0001887689],"study_design_candidate":"observational","study_design_consensus":null,"genre_codex":"empirical","genre_gemma":"empirical","genre_scores_codex":[0.752112,0.004296679,0.08503366,0.01063173,0.0003792201,0.0004239298,0.000203243,0.0005041443,0.1464153],"genre_scores_gemma":[0.9946562,0.0003759306,0.001795402,0.000265462,0.00004962173,0.00005807634,0.00004739962,0.00002664831,0.002725212],"genre_candidate":"empirical","genre_consensus":"empirical","teacher_disagreement_score":0.01593568,"threshold_uncertainty_score":0.05331022,"prediction_status":"machine_predicted_unvalidated"},"machine_scores":{"provisional":true,"baseline":true,"maturity_gate_passed":false,"score_opus":0.3222784836728813,"score_gpt":0.3597242500031161,"score_spread":0.03744576633023483,"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."}}