{"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":"codex-gemma-dda1882f352a","candidate_categories":[],"consensus_categories":[],"category_scores_codex":[0.004615649,0.00008183916,0.0001464991,0.000589058,0.0002937287,0.00009984332,0.0002522514,0.00008558893,0.0005825303],"category_scores_gemma":[0.0003318923,0.0000705239,0.00006445518,0.001017563,0.00005967371,0.001738532,0.0001955625,0.0006665783,0.0002795122],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.00003041957,"about_ca_system_score_gemma":0.00006840311,"about_ca_topic_candidate":false,"about_ca_topic_consensus":false,"about_ca_topic_score_codex":0.0009477523,"about_ca_topic_score_gemma":0.0004187258,"domain_scores_codex":[0.9984272,0.00007875465,0.0004092637,0.0001286447,0.0007156982,0.0002404409],"domain_scores_gemma":[0.9978576,0.0002735525,0.000229091,0.0001825781,0.001420248,0.00003694649],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"observational","study_design_gemma":"observational","study_design_scores_codex":[0.0004638104,0.0003216033,0.6482372,0.001006713,0.00009722903,0.0001244731,0.002409176,0.00002105579,0.0001850898,0.3346898,0.01119959,0.001244294],"study_design_scores_gemma":[0.000502308,0.00003098722,0.9249191,0.0001134343,0.00003113992,0.00002600278,0.002113298,0.001021759,0.000008595217,0.03333883,0.03778704,0.0001074927],"study_design_candidate":"observational","study_design_consensus":"observational","genre_codex":"empirical","genre_gemma":"empirical","genre_scores_codex":[0.9551746,0.000241982,0.00003521392,0.008128922,0.0001410063,0.0001007974,7.825761e-7,0.00003189563,0.03614481],"genre_scores_gemma":[0.9952052,0.00001712532,0.001218954,0.002311312,0.0009114661,0.000002070095,0.000003121562,0.0000160116,0.0003147974],"genre_candidate":"empirical","genre_consensus":"empirical","teacher_disagreement_score":0.301351,"threshold_uncertainty_score":0.6378298,"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."}}