{"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":"codex-gemma-dda1882f352a","candidate_categories":["metaepi_narrow","insufficient_payload"],"consensus_categories":[],"category_scores_codex":[0.0008618239,0.0002690911,0.0002795432,0.0001226468,0.0002461123,0.0003672431,0.0003689672,0.0001105448,0.0006439],"category_scores_gemma":[0.00004414131,0.000264419,0.0001607424,0.0004376875,0.00007796944,0.002944249,0.00007243572,0.0002012821,0.003657676],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.00003648693,"about_ca_system_score_gemma":0.000009851942,"about_ca_topic_candidate":false,"about_ca_topic_consensus":false,"about_ca_topic_score_codex":0.001515363,"about_ca_topic_score_gemma":0.0001378591,"domain_scores_codex":[0.9982,0.00002556098,0.0004274856,0.0003329343,0.0002835775,0.0007304186],"domain_scores_gemma":[0.9990303,0.00003908239,0.0002233623,0.0005169432,0.0001377022,0.00005260626],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"observational","study_design_gemma":"observational","study_design_scores_codex":[0.00004019091,0.0008276865,0.8737018,0.0005535841,0.00006193206,0.000007283997,0.0030072,0.000004285647,0.000192821,0.0802313,0.01309848,0.0282734],"study_design_scores_gemma":[0.0008274585,0.0001152495,0.9155503,0.00007057772,0.0001446071,0.00000460486,0.01190022,0.0004904281,0.00004716892,0.01474483,0.05495821,0.001146335],"study_design_candidate":"observational","study_design_consensus":"observational","genre_codex":"empirical","genre_gemma":"empirical","genre_scores_codex":[0.963278,0.0002553078,0.0004776967,0.0003343791,0.001633051,0.0002169255,0.000003637004,0.0004299867,0.033371],"genre_scores_gemma":[0.9931223,9.452801e-7,0.0000847775,0.003238579,0.003149082,0.00002189952,0.00003802333,0.00003896858,0.0003054281],"genre_candidate":"empirical","genre_consensus":"empirical","teacher_disagreement_score":0.06548647,"threshold_uncertainty_score":0.9999808,"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."}}