{"id":"W2111900000","doi":"10.1177/1938965512443347","title":"Scripting Employees","year":2012,"lang":"en","type":"article","venue":"Cornell Hospitality Quarterly","topic":"Customer Service Quality and Loyalty","field":"Business, Management and Accounting","cited_by":17,"is_retracted":false,"has_abstract":true,"ca_institutions":"University of Victoria","funders":"","keywords":"Scripting language; Service (business); Task (project management); Hospitality; Hospitality industry; Notice; Business; Marketing; Customer relationship management; Service recovery; Order (exchange); Computer science; Tourism; Service quality; Management","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":[0.002120374,0.000200097,0.0001227915,0.0002945628,0.001419715,0.002138573,0.0003311707,0.0004015413,0.007467363],"category_scores_gemma":[0.01138979,0.0001407534,0.0001379171,0.0003024349,0.001208402,0.001578004,0.001354998,0.0007131777,0.001365877],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.001001946,"about_ca_system_score_gemma":0.0008474204,"about_ca_topic_candidate":false,"about_ca_topic_consensus":false,"about_ca_topic_score_codex":0.002202821,"about_ca_topic_score_gemma":0.003620569,"domain_scores_codex":[0.9974673,0.001213517,0.0001674814,0.0001666751,0.0006296471,0.0003554283],"domain_scores_gemma":[0.9930087,0.001676432,0.001858499,0.001251199,0.001111645,0.001093457],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"design_other","study_design_gemma":"qualitative","study_design_scores_codex":[0.0004757091,0.0003773015,0.2420544,0.0003995247,0.00005310875,0.002250229,0.2123333,0.0008583055,0.02810075,0.02825467,0.03297105,0.4518717],"study_design_scores_gemma":[0.00002377655,0.0009964379,0.3578927,0.0004172885,0.00004925747,0.005249417,0.2372005,0.004180682,0.01557482,0.01383883,0.3643304,0.0002460439],"study_design_candidate":"qualitative","study_design_consensus":null,"genre_codex":"empirical","genre_gemma":"empirical","genre_scores_codex":[0.9247035,0.0004536186,0.009042153,0.001641757,0.0001521787,0.0001319853,0.0001197687,0.0003395021,0.06341547],"genre_scores_gemma":[0.9863892,0.0001431756,0.002940709,0.000541537,0.00002807924,0.00003018119,0.00008121587,0.00004409087,0.009801705],"genre_candidate":"empirical","genre_consensus":"empirical","teacher_disagreement_score":0.007467363,"threshold_uncertainty_score":0.02498078,"prediction_status":"machine_predicted_unvalidated"},"machine_scores":{"provisional":true,"baseline":true,"maturity_gate_passed":false,"score_opus":0.03235269656871391,"score_gpt":0.2404335431051897,"score_spread":0.2080808465364758,"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."}}