{"id":"W4413029821","doi":"10.1007/s11747-025-01114-4","title":"The role of empathy in providers’ online customer complaints management","year":2025,"lang":"en","type":"article","venue":"Journal of the Academy of Marketing Science","topic":"Digital Marketing and Social Media","field":"Social Sciences","cited_by":2,"is_retracted":false,"has_abstract":false,"ca_institutions":"HEC Montréal","funders":"Alliance Manchester Business School, University of Manchester","keywords":"Empathy; Business; Marketing; Customer relationship management; Psychology; Internet privacy; Knowledge management; Social psychology; Computer science","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":[0.009801049,0.000215492,0.0002665661,0.001073254,0.003092393,0.005621255,0.0007859793,0.002285509,0.00678862],"category_scores_gemma":[0.06287479,0.0003753772,0.0003587235,0.0006258666,0.003071567,0.003881787,0.003049403,0.003645852,0.0003730276],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.002235051,"about_ca_system_score_gemma":0.004400807,"about_ca_topic_candidate":false,"about_ca_topic_consensus":false,"about_ca_topic_score_codex":0.002688094,"about_ca_topic_score_gemma":0.003011801,"domain_scores_codex":[0.9875253,0.009150704,0.0003151124,0.000498914,0.001153384,0.001356409],"domain_scores_gemma":[0.8746256,0.09802226,0.0128101,0.002871545,0.005235942,0.006434555],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"observational","study_design_gemma":"observational","study_design_scores_codex":[0.002365558,0.004073825,0.4486186,0.0007018859,0.0003472841,0.002710181,0.2524796,0.001477159,0.01020671,0.0554713,0.008966815,0.212581],"study_design_scores_gemma":[0.0003251243,0.001283308,0.7162402,0.0009081021,0.0004380896,0.002454881,0.2027443,0.009349411,0.003566854,0.03883022,0.02366995,0.0001894655],"study_design_candidate":"observational","study_design_consensus":"observational","genre_codex":"empirical","genre_gemma":"empirical","genre_scores_codex":[0.9427494,0.0006982289,0.002062218,0.009875524,0.0001401003,0.00004787417,0.00003099606,0.00001997212,0.0443757],"genre_scores_gemma":[0.9985269,0.00008885392,0.0003681293,0.0003821268,0.0000361975,0.000009925279,0.00000577463,0.000007368515,0.0005747114],"genre_candidate":"empirical","genre_consensus":"empirical","teacher_disagreement_score":0.009801049,"threshold_uncertainty_score":0.05183351,"prediction_status":"machine_predicted_unvalidated"},"machine_scores":{"provisional":true,"baseline":true,"maturity_gate_passed":false,"score_opus":0.01136030227738814,"score_gpt":0.3152065490971049,"score_spread":0.3038462468197167,"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."}}