{"id":"W3035838779","doi":"10.5539/ibr.v13n7p56","title":"How Can Service Failures Be Recovered? Start with Star Ratings, Personnel Rank, and Failure Severity","year":2020,"lang":"en","type":"article","venue":"International Business Research","topic":"Customer Service Quality and Loyalty","field":"Business, Management and Accounting","cited_by":0,"is_retracted":false,"has_abstract":true,"ca_institutions":"","funders":"Ministry of Science and Technology, Taiwan; National Science Council","keywords":"Affect (linguistics); Ranking (information retrieval); Service (business); Service quality; Business; Rank (graph theory); Marketing; Service recovery; Customer satisfaction; Tertiary sector of the economy; Quality (philosophy); Operations management; Psychology; Computer science; Engineering; Mathematics","routes":{"ca_aff":false,"ca_fund":false,"ca_venue":true,"about_ca":false,"invisible_to_affiliation_only":true},"retraction":null,"screen":null,"direct_labels":[],"prediction":{"model_version":"metacan-v3-hybrid-931329e0061c","candidate_categories":[],"consensus_categories":[],"category_scores_codex":[0.004578328,0.0006225532,0.0005658606,0.0013276,0.0009197811,0.002795175,0.0007710504,0.0008502744,0.003890112],"category_scores_gemma":[0.02583128,0.0001744706,0.000776529,0.001227129,0.001723852,0.003317818,0.001325409,0.001806905,0.0006622485],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.001333823,"about_ca_system_score_gemma":0.001174245,"about_ca_topic_candidate":false,"about_ca_topic_consensus":false,"about_ca_topic_score_codex":0.004776088,"about_ca_topic_score_gemma":0.00698333,"domain_scores_codex":[0.9964198,0.00211512,0.0002215744,0.0002407828,0.0006358475,0.000366993],"domain_scores_gemma":[0.9846234,0.006258727,0.004478344,0.0007717506,0.002288581,0.001579159],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"observational","study_design_gemma":"observational","study_design_scores_codex":[0.0007814865,0.0009587188,0.6298587,0.0004417386,0.0003007639,0.0001853013,0.005515347,0.007350171,0.001047383,0.01519409,0.006999587,0.3313667],"study_design_scores_gemma":[0.0001495209,0.003945697,0.8258218,0.0005092606,0.0004532541,0.000392321,0.04369157,0.05031767,0.002828402,0.05674788,0.01484307,0.0002995259],"study_design_candidate":"observational","study_design_consensus":"observational","genre_codex":"empirical","genre_gemma":"empirical","genre_scores_codex":[0.9240471,0.001303616,0.03595005,0.009883336,0.0001822363,0.0003400353,0.0004512428,0.0002481721,0.02759434],"genre_scores_gemma":[0.9972317,0.0001671501,0.00189757,0.0001146701,0.00002466881,0.00003032383,0.00006237451,0.000007858485,0.000463642],"genre_candidate":"empirical","genre_consensus":"empirical","teacher_disagreement_score":0.004776088,"threshold_uncertainty_score":0.02421278,"prediction_status":"machine_predicted_unvalidated"},"machine_scores":{"provisional":true,"baseline":true,"maturity_gate_passed":false,"score_opus":0.06980222652508236,"score_gpt":0.2939167717420357,"score_spread":0.2241145452169533,"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."}}