{"id":"W2945317377","doi":"10.21083/partnership.v14i1.4743","title":"Evaluating Customer Experience through Customer Journey Mapping and Service Blueprinting at Edmonton Public Library: An Exploratory Study","year":2019,"lang":"en","type":"article","venue":"Partnership The Canadian Journal of Library and Information Practice and Research","topic":"Service and Product Innovation","field":"Business, Management and Accounting","cited_by":13,"is_retracted":false,"has_abstract":true,"ca_institutions":"University of Alberta; Red Deer Polytechnic","funders":"","keywords":"Blueprint; Exploratory research; Customer advocacy; Service (business); Customer service; Business; Knowledge management; Engineering; Service quality; Computer science; Marketing; Sociology","routes":{"ca_aff":true,"ca_fund":false,"ca_venue":true,"about_ca":true,"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":[0.005616379,0.0003695449,0.000491185,0.001874306,0.003965175,0.003539793,0.001024963,0.0008151224,0.00305652],"category_scores_gemma":[0.006884143,0.0004814053,0.0002740199,0.002564753,0.001518542,0.001914337,0.002769033,0.0008856201,0.0004850095],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.003648615,"about_ca_system_score_gemma":0.003840412,"about_ca_topic_candidate":true,"about_ca_topic_consensus":false,"about_ca_topic_score_codex":0.02802579,"about_ca_topic_score_gemma":0.05699144,"domain_scores_codex":[0.9964928,0.001875675,0.0001056656,0.0001594945,0.0007372843,0.0006289024],"domain_scores_gemma":[0.9931512,0.003044885,0.0005823494,0.0002513471,0.002272672,0.0006975668],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"qualitative","study_design_gemma":"qualitative","study_design_scores_codex":[0.0004163136,0.00155857,0.1042646,0.0003423872,0.00002798055,0.002544601,0.7769523,0.0005399529,0.006492663,0.001125921,0.002183724,0.103551],"study_design_scores_gemma":[0.00002175915,0.001559048,0.1158682,0.0001598194,0.00002626682,0.0007726809,0.8654792,0.001508761,0.004090252,0.0002094534,0.01021295,0.0000916276],"study_design_candidate":"qualitative","study_design_consensus":"qualitative","genre_codex":"empirical","genre_gemma":"empirical","genre_scores_codex":[0.9971398,0.00004490831,0.0003896951,0.00009396293,0.000002134551,0.00009221506,0.00003755287,0.0000092027,0.002190633],"genre_scores_gemma":[0.9952503,0.0001750078,0.00176616,0.0001000676,0.000004726928,0.0001984381,0.00006776306,0.00001461142,0.002422979],"genre_candidate":"empirical","genre_consensus":"empirical","teacher_disagreement_score":0.9719742,"threshold_uncertainty_score":0.05572534,"prediction_status":"machine_predicted_unvalidated"},"machine_scores":{"provisional":true,"baseline":true,"maturity_gate_passed":false,"score_opus":0.2066865819208927,"score_gpt":0.3777730204140501,"score_spread":0.1710864384931574,"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."}}