{"id":"W2106767658","doi":"10.5267/j.msl.2012.05.006","title":"An empirical study to analyze CRM strategy using BSC","year":2012,"lang":"en","type":"article","venue":"Management Science Letters","topic":"Customer Service Quality and Loyalty","field":"Business, Management and Accounting","cited_by":9,"is_retracted":false,"has_abstract":true,"ca_institutions":"","funders":"","keywords":"Computer science; Process management; Empirical research; Knowledge management; Business; Operations management; Mathematics; Statistics","routes":{"ca_aff":false,"ca_fund":false,"ca_venue":true,"about_ca":false,"invisible_to_affiliation_only":true},"retraction":null,"screen":null,"direct_labels":[],"prediction":{"model_version":"codex-gemma-dda1882f352a","candidate_categories":[],"consensus_categories":[],"category_scores_codex":[0.002467262,0.0002323649,0.0001989036,0.0008917037,0.0006531007,0.001016305,0.001050674,0.00002040729,0.000216599],"category_scores_gemma":[0.00001498834,0.0002174475,0.00005466535,0.003120254,0.0001426716,0.004342037,0.0005374569,0.0001247654,0.0006298333],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.0001118737,"about_ca_system_score_gemma":0.000005960497,"about_ca_topic_candidate":false,"about_ca_topic_consensus":false,"about_ca_topic_score_codex":0.001000464,"about_ca_topic_score_gemma":0.0001245903,"domain_scores_codex":[0.9971656,0.00003263036,0.0003140636,0.0006039789,0.0009568766,0.0009268384],"domain_scores_gemma":[0.9990588,0.00001124936,0.0001177923,0.0006729187,0.00004143253,0.00009784006],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"observational","study_design_gemma":"observational","study_design_scores_codex":[0.00002806306,0.001255409,0.9793785,0.00009499406,0.00003971134,0.00003164471,0.00131694,0.005552526,0.002499181,0.0032449,0.002813846,0.003744343],"study_design_scores_gemma":[0.0003821431,0.00003457996,0.9704325,0.00001664957,0.0001338097,9.775514e-7,0.01086068,0.007253238,0.00002567654,0.00009383286,0.01024105,0.0005249219],"study_design_candidate":"observational","study_design_consensus":"observational","genre_codex":"empirical","genre_gemma":"empirical","genre_scores_codex":[0.9875422,0.000004971524,0.002343335,0.003062141,0.0005661631,0.0005998586,5.342438e-7,0.0001537861,0.005727063],"genre_scores_gemma":[0.9583098,1.734247e-7,0.0005436149,0.04023076,0.0008406127,0.00001613,0.000003237771,0.00001828375,0.0000373388],"genre_candidate":"empirical","genre_consensus":"empirical","teacher_disagreement_score":0.03716861,"threshold_uncertainty_score":0.9800256,"prediction_status":"machine_predicted_unvalidated"},"machine_scores":{"provisional":true,"baseline":true,"maturity_gate_passed":false,"score_opus":0.06096908918425512,"score_gpt":0.3461432971229652,"score_spread":0.2851742079387101,"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."}}