{"id":"W4414759683","doi":"10.20429/amtp.2023.37","title":"Service Failure and Recovery: The Role of Customer Forgiveness and Perceived Justice in Customers’ Coping Behaviors","year":2023,"lang":"en","type":"article","venue":"","topic":"Forgiveness and Related Behaviors","field":"Psychology","cited_by":0,"is_retracted":false,"has_abstract":true,"ca_institutions":"Brock University; Western University","funders":"","keywords":"Forgiveness; Interactional justice; Service recovery; Perception; Distributive justice; Customer service; Service quality; Economic Justice","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":"codex-gemma-dda1882f352a","candidate_categories":[],"consensus_categories":[],"category_scores_codex":[0.0002694545,0.0001604404,0.0002441856,0.0002258931,0.0001225074,0.00002151875,0.0001498944,0.0002273698,0.0002684882],"category_scores_gemma":[0.000008354101,0.0001123596,0.00003833605,0.0007338841,0.00012203,0.0001058513,0.0001099786,0.0002537785,0.00009210293],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.00001840818,"about_ca_system_score_gemma":0.00002147086,"about_ca_topic_candidate":false,"about_ca_topic_consensus":false,"about_ca_topic_score_codex":0.002499104,"about_ca_topic_score_gemma":0.0009255456,"domain_scores_codex":[0.9989012,0.0001041292,0.0002571371,0.000305594,0.0001264154,0.0003054748],"domain_scores_gemma":[0.9994093,0.000153675,0.00007871947,0.0002363246,0.00005964128,0.00006236145],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"observational","study_design_gemma":"observational","study_design_scores_codex":[0.000784396,0.0007279852,0.711366,0.0008633093,0.0004206348,0.0003227932,0.10034,0.001074506,0.07399209,0.01820532,0.003202365,0.08870061],"study_design_scores_gemma":[0.001697626,0.000115499,0.8654131,0.0001600333,0.0004118665,0.00007113662,0.1200123,0.000254717,0.0004325541,0.0002049918,0.01083584,0.0003903386],"study_design_candidate":"observational","study_design_consensus":"observational","genre_codex":"empirical","genre_gemma":"empirical","genre_scores_codex":[0.9953565,0.0003333186,0.000002014543,0.0005761033,0.0003085841,0.0002898958,0.00001489374,0.00005727453,0.003061397],"genre_scores_gemma":[0.9986852,0.0002175834,0.00002257874,0.0001182142,0.00001930878,0.00005048674,0.00001254911,0.00002733949,0.0008467564],"genre_candidate":"empirical","genre_consensus":"empirical","teacher_disagreement_score":0.1540471,"threshold_uncertainty_score":0.458189,"prediction_status":"machine_predicted_unvalidated"},"machine_scores":{"provisional":true,"baseline":true,"maturity_gate_passed":false,"score_opus":0.01438704733896149,"score_gpt":0.2892299658793544,"score_spread":0.2748429185403929,"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."}}