{"id":"W4407411644","doi":"10.1016/j.jretconser.2025.104254","title":"Chatbots at the frontline: Unveiling antecedents of customers’ willingness to accept chatbot intervention in service recovery","year":2025,"lang":"en","type":"article","venue":"Journal of Retailing and Consumer Services","topic":"AI in Service Interactions","field":"Computer Science","cited_by":11,"is_retracted":false,"has_abstract":false,"ca_institutions":"Brock University","funders":"National Science and Technology Council","keywords":"Chatbot; Service (business); Service recovery; Business; Intervention (counseling); Marketing; Psychology; Advertising; Internet privacy; World Wide Web; Computer science; Service quality","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":[0.003429383,0.0002701686,0.0003198994,0.0008426873,0.001553649,0.00347895,0.001183191,0.002318522,0.01244385],"category_scores_gemma":[0.03621186,0.0004797205,0.0003931183,0.0006151992,0.001494149,0.002377429,0.001421978,0.003621111,0.001051983],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.001155498,"about_ca_system_score_gemma":0.001456315,"about_ca_topic_candidate":false,"about_ca_topic_consensus":false,"about_ca_topic_score_codex":0.008504409,"about_ca_topic_score_gemma":0.01200173,"domain_scores_codex":[0.9970663,0.001287734,0.0001746711,0.0002836484,0.0005593234,0.0006281911],"domain_scores_gemma":[0.945461,0.03393539,0.0108144,0.001946946,0.003190019,0.004652326],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"observational","study_design_gemma":"observational","study_design_scores_codex":[0.002217703,0.007323734,0.9160315,0.0001942351,0.0002350716,0.0007941283,0.03994042,0.0006422221,0.004150046,0.002847719,0.001408111,0.02421504],"study_design_scores_gemma":[0.00007328924,0.0005877262,0.9407934,0.00008880143,0.000140328,0.0001874491,0.05127214,0.00363992,0.0007733914,0.001190586,0.001200227,0.00005272291],"study_design_candidate":"observational","study_design_consensus":"observational","genre_codex":"empirical","genre_gemma":"empirical","genre_scores_codex":[0.9972006,0.00003214632,0.0001741374,0.0003088922,0.000008137356,0.00002222366,0.00002223706,0.00000793619,0.002223701],"genre_scores_gemma":[0.9991327,0.00002332426,0.0001660939,0.0001081746,0.000007737522,0.00002296193,0.00002407588,0.000008191873,0.0005066852],"genre_candidate":"empirical","genre_consensus":"empirical","teacher_disagreement_score":0.01244385,"threshold_uncertainty_score":0.04162878,"prediction_status":"machine_predicted_unvalidated"},"machine_scores":{"provisional":true,"baseline":true,"maturity_gate_passed":false,"score_opus":0.008278260191084168,"score_gpt":0.2758803939787967,"score_spread":0.2676021337877125,"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."}}