{"id":"W2786306177","doi":"10.1509/jmr.16.0118","title":"(I'm) Happy to Help (You): The Impact of Personal Pronoun Use in Customer–Firm Interactions","year":2018,"lang":"en","type":"article","venue":"Journal of Marketing Research","topic":"Psychology of Social Influence","field":"Social Sciences","cited_by":173,"is_retracted":false,"has_abstract":true,"ca_institutions":"Simon Fraser University; University of Alberta; Wilfrid Laurier University","funders":"","keywords":"Pronoun; Personal pronoun; Business; Marketing; Perception; Customer satisfaction; Customer delight; Agency (philosophy); Customer intelligence; Empathy; Psychology; Customer to customer; Service (business); Customer retention; Advertising; Social psychology; Service quality; Linguistics; Sociology","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":["metaresearch"],"consensus_categories":["metaresearch"],"category_scores_codex":[0.034718,0.0000765326,0.0001920055,0.0004871632,0.0006176888,0.0001236929,0.0006986389,0.00008322384,0.0006097596],"category_scores_gemma":[0.02326756,0.00005384359,0.0001494663,0.0011583,0.001352535,0.0004535149,0.0001094592,0.00104714,0.00005893853],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.0006328718,"about_ca_system_score_gemma":0.0009102893,"about_ca_topic_candidate":false,"about_ca_topic_consensus":false,"about_ca_topic_score_codex":0.005912947,"about_ca_topic_score_gemma":0.002437167,"domain_scores_codex":[0.9947561,0.00304771,0.000420297,0.0001415952,0.001046862,0.00058743],"domain_scores_gemma":[0.9931174,0.004761405,0.0002503259,0.0001427075,0.00154266,0.0001854951],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"observational","study_design_gemma":"observational","study_design_scores_codex":[0.003972454,0.0004899732,0.7516631,0.00001714247,0.0001587813,0.0000424848,0.1123688,0.00002928514,0.008344647,0.000212189,0.1039399,0.01876116],"study_design_scores_gemma":[0.0002552161,0.0003737642,0.951846,0.0003415516,0.000004582374,0.00001952539,0.02321851,0.00003516456,0.0000453043,0.0002638186,0.02351179,0.00008474818],"study_design_candidate":"observational","study_design_consensus":"observational","genre_codex":"empirical","genre_gemma":"empirical","genre_scores_codex":[0.9781215,0.00005584633,0.000006270334,0.006386643,0.0002559267,0.0002230441,0.000003211572,0.000004638736,0.01494291],"genre_scores_gemma":[0.9975778,0.00006681326,0.0002197441,0.00006605659,0.0007825127,0.000005288881,7.02837e-8,0.00000869291,0.001272966],"genre_candidate":"empirical","genre_consensus":"empirical","teacher_disagreement_score":0.2001829,"threshold_uncertainty_score":0.993961,"prediction_status":"machine_predicted_unvalidated"},"machine_scores":{"provisional":true,"baseline":true,"maturity_gate_passed":false,"score_opus":0.1842514197034432,"score_gpt":0.5350645923652754,"score_spread":0.3508131726618322,"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."}}