{"id":"W4283778926","doi":"10.1177/10946705221111347","title":"Service Provider to the Rescue: How Firm Recovery of Do-It-Yourself Service Failure Turns Consumers from Competitors to Satisfied Customers","year":2022,"lang":"en","type":"article","venue":"Journal of Service Research","topic":"Customer Service Quality and Loyalty","field":"Business, Management and Accounting","cited_by":15,"is_retracted":false,"has_abstract":true,"ca_institutions":"Western University","funders":"","keywords":"Mindset; Competitor analysis; Marketing; Service (business); Moderation; Business; Consumption (sociology); Service provider; Service recovery; Public relations; Psychology; Service quality; Social psychology; Sociology; Computer science; Political science","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":"metacan-v3-hybrid-931329e0061c","candidate_categories":[],"consensus_categories":[],"category_scores_codex":[0.001175342,0.0001772714,0.0001449503,0.0003462501,0.001508091,0.003954372,0.0004627291,0.001054493,0.007145211],"category_scores_gemma":[0.007116649,0.0001446359,0.0002679548,0.0003599486,0.001899608,0.002676414,0.001417193,0.001265611,0.0005639631],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.001633403,"about_ca_system_score_gemma":0.001180618,"about_ca_topic_candidate":false,"about_ca_topic_consensus":false,"about_ca_topic_score_codex":0.01138041,"about_ca_topic_score_gemma":0.0156165,"domain_scores_codex":[0.9991531,0.0003870152,0.00002095985,0.00008398767,0.0001952111,0.0001596403],"domain_scores_gemma":[0.99742,0.001213659,0.0004595974,0.0001478481,0.0003151737,0.0004437894],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"observational","study_design_gemma":"observational","study_design_scores_codex":[0.001235975,0.002002646,0.5522994,0.0003542577,0.0001560342,0.002869597,0.1744397,0.002993032,0.01090084,0.03323906,0.01532947,0.20418],"study_design_scores_gemma":[0.0001073907,0.001212945,0.5957574,0.000210295,0.000164686,0.001935222,0.3410765,0.01495937,0.004037985,0.01690888,0.02344708,0.0001821915],"study_design_candidate":"observational","study_design_consensus":"observational","genre_codex":"empirical","genre_gemma":"empirical","genre_scores_codex":[0.9838605,0.0000775744,0.0008267874,0.00150688,0.00001975064,0.00002046203,0.00001817541,0.00002051657,0.01364942],"genre_scores_gemma":[0.9982206,0.00004855598,0.0002385389,0.0001909214,0.000004611526,0.000005684584,0.00001540816,0.000008468453,0.001267224],"genre_candidate":"empirical","genre_consensus":"empirical","teacher_disagreement_score":0.01138041,"threshold_uncertainty_score":0.02390307,"prediction_status":"machine_predicted_unvalidated"},"machine_scores":{"provisional":true,"baseline":true,"maturity_gate_passed":false,"score_opus":0.06544276997051614,"score_gpt":0.3210078474558015,"score_spread":0.2555650774852854,"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."}}