{"id":"W4402832893","doi":"10.1108/ijqss-07-2024-0098","title":"Customer’s social cognition in service recovery satisfaction with human vs robot agent","year":2024,"lang":"en","type":"article","venue":"International Journal of Quality and Service Sciences","topic":"AI in Service Interactions","field":"Computer Science","cited_by":19,"is_retracted":false,"has_abstract":true,"ca_institutions":"Ted Rogers Centre for Heart Research","funders":"","keywords":"Business; Cognition; Customer satisfaction; Psychology; Service quality; Service (business); Marketing; Process management; Applied psychology; Cognitive psychology; Neuroscience","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":[0.001345453,0.0001998267,0.000197268,0.0003775749,0.0007745085,0.002053631,0.0003133538,0.0006773068,0.005984575],"category_scores_gemma":[0.009568921,0.0001219983,0.000299397,0.0002305006,0.001441208,0.001090082,0.001367354,0.0008239877,0.0002796137],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.001102396,"about_ca_system_score_gemma":0.000481172,"about_ca_topic_candidate":false,"about_ca_topic_consensus":false,"about_ca_topic_score_codex":0.003260913,"about_ca_topic_score_gemma":0.002720842,"domain_scores_codex":[0.9989846,0.000480623,0.00003441156,0.0001130736,0.0002356769,0.0001514987],"domain_scores_gemma":[0.9961179,0.00174786,0.001045929,0.0002263111,0.0003615382,0.0005004068],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"observational","study_design_gemma":"observational","study_design_scores_codex":[0.004787002,0.005293468,0.55954,0.0007401555,0.0003467229,0.001583035,0.2187606,0.00389613,0.03523509,0.009079795,0.003381972,0.1573561],"study_design_scores_gemma":[0.00007001569,0.001171041,0.8826177,0.00006432168,0.0001016672,0.0003346591,0.1023821,0.005559787,0.002128119,0.003113468,0.002382789,0.00007431818],"study_design_candidate":"observational","study_design_consensus":"observational","genre_codex":"empirical","genre_gemma":"empirical","genre_scores_codex":[0.99646,0.00002851284,0.0003610319,0.000108451,0.000003468457,0.000009847421,0.000007324902,0.000006392483,0.003014991],"genre_scores_gemma":[0.9995922,0.00001372908,0.00009006977,0.00004077736,0.00000158341,0.0000075562,0.000007487501,0.000002621569,0.0002439591],"genre_candidate":"empirical","genre_consensus":"empirical","teacher_disagreement_score":0.005984575,"threshold_uncertainty_score":0.02002043,"prediction_status":"machine_predicted_unvalidated"},"machine_scores":{"provisional":true,"baseline":true,"maturity_gate_passed":false,"score_opus":0.1031769387139643,"score_gpt":0.4007084251799474,"score_spread":0.2975314864659832,"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."}}