{"id":"W2147543832","doi":"10.1057/fsm.2011.10","title":"Determinants of loyalty and recommendation: The role of perceived service quality, emotional satisfaction and image","year":2011,"lang":"en","type":"article","venue":"Journal of Financial Services Marketing","topic":"Customer Service Quality and Loyalty","field":"Business, Management and Accounting","cited_by":147,"is_retracted":false,"has_abstract":false,"ca_institutions":"Université Laval","funders":"","keywords":"Loyalty; Structural equation modeling; Service quality; Psychology; Quality (philosophy); Loyalty business model; Service (business); Marketing; Customer satisfaction; Business; Social psychology; Mathematics; Statistics","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":[0.003210443,0.0004434486,0.0005261711,0.0009370758,0.0008728215,0.002768363,0.0009981395,0.00231701,0.007289637],"category_scores_gemma":[0.01297398,0.0005062512,0.001690091,0.001143409,0.001486512,0.001268644,0.0009125894,0.002752576,0.000640825],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.0008613159,"about_ca_system_score_gemma":0.002032219,"about_ca_topic_candidate":false,"about_ca_topic_consensus":false,"about_ca_topic_score_codex":0.03314084,"about_ca_topic_score_gemma":0.03243016,"domain_scores_codex":[0.9979424,0.0009710916,0.0001277617,0.000183416,0.0003331627,0.0004421331],"domain_scores_gemma":[0.9781999,0.01165963,0.003490364,0.0009237831,0.001754088,0.003972285],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"observational","study_design_gemma":"observational","study_design_scores_codex":[0.0002350201,0.0005204118,0.9948863,0.00001041276,0.0001733217,0.00007450443,0.0003051499,0.0001318277,0.0001367423,0.0002692384,0.0001861687,0.003070805],"study_design_scores_gemma":[0.00001637401,0.0001088538,0.997089,0.00001521679,0.0001258674,0.00007052364,0.0006723482,0.001417976,0.00006772296,0.0002453036,0.0001609735,0.000009900669],"study_design_candidate":"observational","study_design_consensus":"observational","genre_codex":"empirical","genre_gemma":"empirical","genre_scores_codex":[0.9970694,0.0003334511,0.0001338604,0.0005846542,0.00001520435,0.00001438659,0.0001167017,0.000004831165,0.001727554],"genre_scores_gemma":[0.9992129,0.00007385404,0.00008154644,0.00005259649,0.00001354466,0.00000561858,0.00007052714,0.000003679351,0.0004856616],"genre_candidate":"empirical","genre_consensus":"empirical","teacher_disagreement_score":0.03314084,"threshold_uncertainty_score":0.06589586,"prediction_status":"machine_predicted_unvalidated"},"machine_scores":{"provisional":true,"baseline":true,"maturity_gate_passed":false,"score_opus":0.02205529545841447,"score_gpt":0.257152494414539,"score_spread":0.2350971989561245,"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."}}