{"id":"W2560558410","doi":"10.1111/poms.12675","title":"Surprise, Anticipation, and Sequence Effects in the Design of Experiential Services","year":2016,"lang":"en","type":"article","venue":"Production and Operations Management","topic":"Customer Service Quality and Loyalty","field":"Business, Management and Accounting","cited_by":62,"is_retracted":false,"has_abstract":true,"ca_institutions":"University of Victoria; Western University","funders":"Ivey Business School, Western University","keywords":"Surprise; Anticipation (artificial intelligence); Perception; Experiential learning; Psychology; Service (business); Salient; Cognitive psychology; Computer science; Social psychology; Marketing; Artificial intelligence; Business","routes":{"ca_aff":true,"ca_fund":true,"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":[],"consensus_categories":[],"category_scores_codex":[0.0005605568,0.00007602648,0.00007917036,0.0001420069,0.0001570814,0.0001186619,0.00008553441,0.000017035,0.0000209341],"category_scores_gemma":[0.00002834401,0.00004651183,0.00000968745,0.0002757046,0.00005332106,0.0007584008,0.00004839963,0.00002549534,0.000009930998],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.000006480713,"about_ca_system_score_gemma":0.000002847015,"about_ca_topic_candidate":false,"about_ca_topic_consensus":false,"about_ca_topic_score_codex":0.0002545235,"about_ca_topic_score_gemma":0.0003200125,"domain_scores_codex":[0.9993668,0.00004248758,0.0001700706,0.0002020634,0.0001275048,0.00009107143],"domain_scores_gemma":[0.9997032,0.00002219375,0.00004604356,0.0001591837,0.00006467204,0.000004737302],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"theoretical_or_conceptual","study_design_gemma":"observational","study_design_scores_codex":[0.0003404526,0.001285038,0.09834263,0.007874656,0.0002048812,0.00002195414,0.02196527,0.005310941,0.02052389,0.654557,0.002840717,0.1867326],"study_design_scores_gemma":[0.006112247,0.0002129612,0.8234155,0.002145722,0.0007280955,0.00002368038,0.03908371,0.02760151,0.005633917,0.01594557,0.07721506,0.001882063],"study_design_candidate":"observational","study_design_consensus":null,"genre_codex":"empirical","genre_gemma":"empirical","genre_scores_codex":[0.9776539,0.0001598146,0.01301995,0.007209069,0.0003079954,0.0009519526,7.981004e-7,0.00003560216,0.0006609303],"genre_scores_gemma":[0.9982082,0.000119308,0.0005847966,0.0006844341,0.0001386434,0.0000941856,0.000003818731,0.000004536936,0.0001620566],"genre_candidate":"empirical","genre_consensus":"empirical","teacher_disagreement_score":0.7250729,"threshold_uncertainty_score":0.1896697,"prediction_status":"machine_predicted_unvalidated"},"machine_scores":{"provisional":true,"baseline":true,"maturity_gate_passed":false,"score_opus":0.03082282351146313,"score_gpt":0.2677032653913329,"score_spread":0.2368804418798698,"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."}}