{"id":"W2151170976","doi":"10.1177/1094670512446062","title":"Can Customers Detect Script Usage in Service Encounters?","year":2012,"lang":"en","type":"article","venue":"Journal of Service Research","topic":"Customer Service Quality and Loyalty","field":"Business, Management and Accounting","cited_by":60,"is_retracted":false,"has_abstract":true,"ca_institutions":"University of Victoria","funders":"","keywords":"Service design; Service (business); Service delivery framework; Scripting language; Computer science; Hospitality industry; Service provider; Service guarantee; Empirical research; Service level objective; Customer satisfaction; Service recovery; Marketing; Knowledge management; Business; Service quality; Tourism","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":[0.00298158,0.0003913153,0.0004317161,0.000687363,0.0005077592,0.003795261,0.0005450215,0.001302302,0.002244526],"category_scores_gemma":[0.03951421,0.0003722452,0.0003917071,0.0006642349,0.00106963,0.003720418,0.000966863,0.0009349331,0.0009588311],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.0006014718,"about_ca_system_score_gemma":0.000492009,"about_ca_topic_candidate":false,"about_ca_topic_consensus":false,"about_ca_topic_score_codex":0.003113219,"about_ca_topic_score_gemma":0.00231788,"domain_scores_codex":[0.9968509,0.0013535,0.0002513473,0.0003876798,0.0008225811,0.0003340722],"domain_scores_gemma":[0.9788463,0.009166962,0.006084887,0.002164289,0.003007041,0.0007305531],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"observational","study_design_gemma":"observational","study_design_scores_codex":[0.0008898803,0.0006308988,0.7832909,0.000276758,0.0001076597,0.0005415138,0.05131083,0.0008335241,0.0161519,0.002366113,0.001632781,0.1419672],"study_design_scores_gemma":[0.0000424311,0.001190221,0.9314556,0.0001085154,0.0001091523,0.0009769258,0.03990272,0.008941827,0.008366873,0.004730215,0.003985798,0.0001898113],"study_design_candidate":"observational","study_design_consensus":"observational","genre_codex":"empirical","genre_gemma":"empirical","genre_scores_codex":[0.9916603,0.00007062286,0.003130431,0.0003347186,0.00001600274,0.00006119843,0.00006771782,0.00009175118,0.004567289],"genre_scores_gemma":[0.9983241,0.00004873034,0.001076396,0.0001424911,0.000006264441,0.00002331777,0.00005269755,0.00001128017,0.0003147227],"genre_candidate":"empirical","genre_consensus":"empirical","teacher_disagreement_score":0.003795261,"threshold_uncertainty_score":0.01576823,"prediction_status":"machine_predicted_unvalidated"},"machine_scores":{"provisional":true,"baseline":true,"maturity_gate_passed":false,"score_opus":0.09786353507713373,"score_gpt":0.3513722788520292,"score_spread":0.2535087437748954,"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."}}