{"id":"W4214501563","doi":"10.3390/su14052675","title":"How We Failed in Context: A Text-Mining Approach to Understanding Hotel Service Failures","year":2022,"lang":"en","type":"article","venue":"Sustainability","topic":"Customer Service Quality and Loyalty","field":"Business, Management and Accounting","cited_by":7,"is_retracted":false,"has_abstract":true,"ca_institutions":"University of Guelph; Mount Saint Vincent University","funders":"","keywords":"Service (business); Context (archaeology); Service recovery; Sentiment analysis; Computer science; Empirical research; Word (group theory); Property (philosophy); Data science; Natural language processing; Psychology; Business; Marketing; Linguistics; Service quality; History","routes":{"ca_aff":true,"ca_fund":false,"ca_venue":false,"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":[0.002153259,0.0008681874,0.0005093616,0.01007559,0.001108669,0.00318126,0.0009678814,0.001054306,0.001079037],"category_scores_gemma":[0.01002132,0.000251102,0.0008527259,0.00708987,0.0007942379,0.00412952,0.001210276,0.00108261,0.0006052802],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.001209312,"about_ca_system_score_gemma":0.001216195,"about_ca_topic_candidate":false,"about_ca_topic_consensus":false,"about_ca_topic_score_codex":0.007461886,"about_ca_topic_score_gemma":0.01441374,"domain_scores_codex":[0.9982973,0.0005644361,0.0003336628,0.0003771391,0.0003041092,0.0001233897],"domain_scores_gemma":[0.9914126,0.006251347,0.001004071,0.0002900794,0.0008584646,0.0001833251],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"design_other","study_design_gemma":"qualitative","study_design_scores_codex":[0.000604698,0.0007707228,0.207382,0.005871696,0.0005380251,0.007476007,0.07060519,0.01022663,0.029817,0.01143715,0.03800917,0.6172617],"study_design_scores_gemma":[0.0001128049,0.0005401429,0.3394746,0.003240498,0.0007298183,0.004616321,0.1862927,0.1948486,0.01759486,0.06448954,0.1876633,0.0003967276],"study_design_candidate":"qualitative","study_design_consensus":null,"genre_codex":"empirical","genre_gemma":"empirical","genre_scores_codex":[0.7843304,0.005718098,0.1379226,0.008461074,0.0004117533,0.001656739,0.04836581,0.001384949,0.01174856],"genre_scores_gemma":[0.8117155,0.001756489,0.1597397,0.000678572,0.0002838379,0.001027098,0.02260028,0.0001127473,0.002085892],"genre_candidate":"empirical","genre_consensus":"empirical","teacher_disagreement_score":0.01007559,"threshold_uncertainty_score":0.01483691,"prediction_status":"machine_predicted_unvalidated"},"machine_scores":{"provisional":true,"baseline":true,"maturity_gate_passed":false,"score_opus":0.04310513547144537,"score_gpt":0.2550411132393028,"score_spread":0.2119359777678575,"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."}}