{"id":"W4285205212","doi":"10.5267/j.uscm.2022.3.005","title":"Customer satisfaction, customer delight, customer retention and customer loyalty: Borderlines and insights","year":2022,"lang":"en","type":"article","venue":"Uncertain Supply Chain Management","topic":"Customer Service Quality and Loyalty","field":"Business, Management and Accounting","cited_by":26,"is_retracted":false,"has_abstract":true,"ca_institutions":"","funders":"","keywords":"Customer retention; Customer delight; Customer advocacy; Loyalty business model; Customer satisfaction; Business; Customer equity; Customer intelligence; Marketing; Customer to customer; Advertising; Service quality; Service (business)","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":[0.002223191,0.0003465766,0.0003752838,0.002111077,0.0008479308,0.002940161,0.0005098039,0.0006581578,0.002941761],"category_scores_gemma":[0.004854677,0.0003002555,0.0004262251,0.001938586,0.002240392,0.002482723,0.001943965,0.001326149,0.0001808099],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.0008523247,"about_ca_system_score_gemma":0.0009125198,"about_ca_topic_candidate":false,"about_ca_topic_consensus":false,"about_ca_topic_score_codex":0.003389229,"about_ca_topic_score_gemma":0.002398802,"domain_scores_codex":[0.9981816,0.001072427,0.00006516298,0.0001015875,0.0003430007,0.0002361588],"domain_scores_gemma":[0.9923313,0.005726936,0.0007267042,0.0001309874,0.0005803137,0.0005036957],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"observational","study_design_gemma":"observational","study_design_scores_codex":[0.0008863512,0.0006694596,0.8100173,0.0004106113,0.0001691723,0.001202708,0.01798039,0.00176091,0.002039606,0.07157566,0.0009528451,0.09233508],"study_design_scores_gemma":[0.00004547595,0.001121379,0.8862605,0.0002839278,0.0001212759,0.001022167,0.04782537,0.01554517,0.0007487245,0.04424401,0.002703372,0.00007869531],"study_design_candidate":"observational","study_design_consensus":"observational","genre_codex":"empirical","genre_gemma":"empirical","genre_scores_codex":[0.9843251,0.0009314429,0.00179117,0.001134936,0.00001229591,0.00002589514,0.00007227103,0.00001397471,0.01169283],"genre_scores_gemma":[0.9993968,0.0001411993,0.0002613723,0.00002911007,0.000006842074,0.000009132807,0.00001569706,0.000001299394,0.0001385713],"genre_candidate":"empirical","genre_consensus":"empirical","teacher_disagreement_score":0.003389229,"threshold_uncertainty_score":0.01175749,"prediction_status":"machine_predicted_unvalidated"},"machine_scores":{"provisional":true,"baseline":true,"maturity_gate_passed":false,"score_opus":0.01784552715838377,"score_gpt":0.2413793835431253,"score_spread":0.2235338563847415,"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."}}