{"id":"W4295015842","doi":"10.1002/mar.21723","title":"Buffer bots: The role of virtual service agents in mitigating negative effects when service fails","year":2022,"lang":"en","type":"article","venue":"Psychology and Marketing","topic":"AI in Service Interactions","field":"Computer Science","cited_by":70,"is_retracted":false,"has_abstract":true,"ca_institutions":"Simon Fraser University","funders":"","keywords":"Service (business); Service recovery; Leverage (statistics); Service delivery framework; Outcome (game theory); Business; Service level objective; Service guarantee; Computer science; Service design; Computer security; Marketing; Service quality; Artificial intelligence; Microeconomics","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":[0.003896915,0.0007219446,0.0004458954,0.00108794,0.002046375,0.003262691,0.001287642,0.00157563,0.01219382],"category_scores_gemma":[0.02189598,0.0003212114,0.0004217456,0.0005110114,0.002452986,0.003950893,0.002853253,0.001663984,0.001192115],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.001447714,"about_ca_system_score_gemma":0.002716024,"about_ca_topic_candidate":false,"about_ca_topic_consensus":false,"about_ca_topic_score_codex":0.003613594,"about_ca_topic_score_gemma":0.004312392,"domain_scores_codex":[0.9980636,0.001171772,0.00004926281,0.00015863,0.0002640549,0.0002927086],"domain_scores_gemma":[0.9801005,0.01170064,0.003363551,0.001230312,0.001370666,0.002234349],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"design_other","study_design_gemma":"observational","study_design_scores_codex":[0.003545673,0.004454145,0.1587251,0.002214665,0.0005868665,0.003491202,0.03308211,0.05261893,0.04705153,0.2193981,0.02803309,0.4467987],"study_design_scores_gemma":[0.0009595068,0.005736593,0.1065042,0.001690903,0.0009676573,0.001940765,0.0517004,0.3525635,0.02201641,0.3312489,0.1242593,0.000411892],"study_design_candidate":"observational","study_design_consensus":null,"genre_codex":"empirical","genre_gemma":"empirical","genre_scores_codex":[0.849314,0.001242235,0.06709778,0.008797925,0.0003304842,0.0003129036,0.00009138105,0.001094637,0.07171872],"genre_scores_gemma":[0.9925361,0.0001410877,0.005008244,0.0005235956,0.0000205389,0.00005254484,0.00001935832,0.0000333392,0.001665094],"genre_candidate":"empirical","genre_consensus":"empirical","teacher_disagreement_score":0.01219382,"threshold_uncertainty_score":0.04079241,"prediction_status":"machine_predicted_unvalidated"},"machine_scores":{"provisional":true,"baseline":true,"maturity_gate_passed":false,"score_opus":0.01399907895519581,"score_gpt":0.2886733369551493,"score_spread":0.2746742579999535,"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."}}