{"id":"W2117416119","doi":"10.5267/j.msl.2012.10.033","title":"Measuring service quality and a comparative analysis in airline industry","year":2012,"lang":"en","type":"article","venue":"Management Science Letters","topic":"Customer Service Quality and Loyalty","field":"Business, Management and Accounting","cited_by":10,"is_retracted":false,"has_abstract":true,"ca_institutions":"","funders":"","keywords":"Service quality; Business; Quality (philosophy); Service (business); Industrial organization; Operations management; Computer science; Marketing; Process management; Economics","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":[0.003113456,0.0001772032,0.0002805847,0.001189512,0.0002720904,0.000338108,0.0004523267,0.0000484368,0.00007939076],"category_scores_gemma":[0.00001856467,0.0001720081,0.00004786966,0.0063374,0.0001751502,0.002772401,0.000514492,0.0002539035,0.000107277],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.00007700138,"about_ca_system_score_gemma":0.000002983749,"about_ca_topic_candidate":false,"about_ca_topic_consensus":false,"about_ca_topic_score_codex":0.002462697,"about_ca_topic_score_gemma":0.0009156869,"domain_scores_codex":[0.9979967,0.00003273443,0.0003441063,0.0004203754,0.0006129789,0.0005930344],"domain_scores_gemma":[0.9993847,0.0000294904,0.0001740001,0.0003326227,0.00003820589,0.0000409984],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"observational","study_design_gemma":"observational","study_design_scores_codex":[0.00001445888,0.00009737331,0.9817639,0.0001993163,0.00007346989,0.000003174076,0.0006262311,0.001181945,0.0003965961,0.01492401,0.0001556889,0.0005638226],"study_design_scores_gemma":[0.0003131719,9.858512e-7,0.9902265,0.00002311596,0.0001452908,2.084861e-7,0.002588995,0.00296853,0.00002479334,0.00006480276,0.003401374,0.0002422179],"study_design_candidate":"observational","study_design_consensus":"observational","genre_codex":"empirical","genre_gemma":"empirical","genre_scores_codex":[0.974709,0.00002786212,0.0002584821,0.0117891,0.0001467776,0.0002176973,7.77027e-7,0.000064216,0.01278603],"genre_scores_gemma":[0.9622477,0.000001273881,0.0002615431,0.03724479,0.0001814611,0.00001829796,0.000005984039,0.00000420791,0.00003469605],"genre_candidate":"empirical","genre_consensus":"empirical","teacher_disagreement_score":0.02545569,"threshold_uncertainty_score":0.7014289,"prediction_status":"machine_predicted_unvalidated"},"machine_scores":{"provisional":true,"baseline":true,"maturity_gate_passed":false,"score_opus":0.1344093326939421,"score_gpt":0.3175034096743555,"score_spread":0.1830940769804134,"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."}}