{"id":"W4379881446","doi":"10.1111/1911-3838.12339","title":"Service Recovery via Twitter: An Exploration of Responses to Consumer Complaints*","year":2023,"lang":"en","type":"article","venue":"Accounting Perspectives","topic":"Customer Service Quality and Loyalty","field":"Business, Management and Accounting","cited_by":4,"is_retracted":false,"has_abstract":true,"ca_institutions":"University of Waterloo","funders":"","keywords":"Service recovery; Service (business); Casual; Complaint; Business; Marketing; Empathy; Customer satisfaction; Service guarantee; Service provider; Advertising; Computer science; Service design; Service quality; Psychology","routes":{"ca_aff":true,"ca_fund":false,"ca_venue":true,"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":[0.001996396,0.0003905518,0.000292833,0.002062374,0.001913754,0.00218936,0.0006083783,0.001295537,0.002784893],"category_scores_gemma":[0.01283005,0.000222053,0.0002422686,0.002870229,0.001173668,0.003446265,0.001972752,0.001062878,0.0009886831],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.001328494,"about_ca_system_score_gemma":0.0006535162,"about_ca_topic_candidate":false,"about_ca_topic_consensus":false,"about_ca_topic_score_codex":0.005431707,"about_ca_topic_score_gemma":0.009194211,"domain_scores_codex":[0.997924,0.001201066,0.0001192014,0.0001397324,0.0003739683,0.0002420344],"domain_scores_gemma":[0.9847462,0.01097468,0.002208507,0.0004480594,0.001218738,0.0004037794],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"qualitative","study_design_gemma":"qualitative","study_design_scores_codex":[0.0006869654,0.0002937169,0.2447785,0.0009541563,0.00006168,0.002768481,0.6507505,0.000606678,0.007762006,0.003245399,0.01348605,0.0746059],"study_design_scores_gemma":[0.00002821157,0.0002132188,0.2402988,0.0003745553,0.00004225739,0.0006443603,0.7023385,0.005481355,0.002521635,0.001793136,0.04614606,0.0001180226],"study_design_candidate":"qualitative","study_design_consensus":"qualitative","genre_codex":"empirical","genre_gemma":"empirical","genre_scores_codex":[0.9912922,0.0001169166,0.000820215,0.00167044,0.00003850717,0.0000783908,0.001086087,0.00004672566,0.004850402],"genre_scores_gemma":[0.9946843,0.0002442417,0.001303488,0.0006913503,0.00006825179,0.0002365545,0.0009312517,0.00005302002,0.001787508],"genre_candidate":"empirical","genre_consensus":"empirical","teacher_disagreement_score":0.005431707,"threshold_uncertainty_score":0.01080018,"prediction_status":"machine_predicted_unvalidated"},"machine_scores":{"provisional":true,"baseline":true,"maturity_gate_passed":false,"score_opus":0.08878905193388605,"score_gpt":0.3205067404500997,"score_spread":0.2317176885162137,"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."}}