{"id":"W821144906","doi":"","title":"Fostering Service Excellence through Listening: What Hospitality Managers Need to Know","year":2009,"lang":"en","type":"article","venue":"Cornell Peter and Stephanie Nolan School of Hotel Administration (Cornell University)","topic":"Customer Service Quality and Loyalty","field":"Business, Management and Accounting","cited_by":10,"is_retracted":false,"has_abstract":true,"ca_institutions":"","funders":"Killam Trusts","keywords":"Active listening; Hospitality; Psychology; Service (business); Informational listening; Marketing; Business; Diversity (politics); Excellence; Hospitality industry; Service delivery framework; Service quality; Public relations; Tourism; Sociology; Political science; Communication","routes":{"ca_aff":false,"ca_fund":true,"ca_venue":false,"about_ca":false,"invisible_to_affiliation_only":true},"retraction":null,"screen":null,"direct_labels":[],"prediction":{"model_version":"metacan-v3-hybrid-931329e0061c","candidate_categories":[],"consensus_categories":[],"category_scores_codex":[0.007889745,0.0007079891,0.001406654,0.00167246,0.004258544,0.01131314,0.001780109,0.01109527,0.005599364],"category_scores_gemma":[0.01367706,0.0004701391,0.0006092901,0.001693393,0.006475311,0.02531578,0.002926028,0.008167729,0.001695334],"about_ca_system_candidate":false,"about_ca_system_consensus":false,"about_ca_system_score_codex":0.002478855,"about_ca_system_score_gemma":0.009747544,"about_ca_topic_candidate":false,"about_ca_topic_consensus":false,"about_ca_topic_score_codex":0.005037629,"about_ca_topic_score_gemma":0.01271528,"domain_scores_codex":[0.9965055,0.001797,0.0002912534,0.0001726039,0.0006008871,0.000632762],"domain_scores_gemma":[0.9762301,0.01410448,0.001872463,0.0004899722,0.002787645,0.004515284],"domain_codex":null,"domain_gemma":null,"domain_candidate":null,"domain_consensus":null,"study_design_codex":"design_other","study_design_gemma":"observational","study_design_scores_codex":[0.0001314103,0.000780778,0.01222171,0.008026037,0.00008561184,0.001069596,0.03939223,0.0001564881,0.0005308116,0.01064072,0.1229165,0.8040481],"study_design_scores_gemma":[0.0001186085,0.0008225965,0.03411704,0.03519757,0.0002377223,0.004908336,0.4317788,0.0009852621,0.0008839922,0.08282599,0.4077866,0.0003374217],"study_design_candidate":"observational","study_design_consensus":null,"genre_codex":"commentary","genre_gemma":"empirical","genre_scores_codex":[0.02049084,0.2449394,0.001826485,0.717199,0.004299532,0.00006718287,0.00005947148,0.00008921283,0.01102899],"genre_scores_gemma":[0.2760492,0.5410681,0.006959805,0.1575285,0.0128472,0.0002370355,0.0001568234,0.00006379158,0.00508963],"genre_candidate":"empirical","genre_consensus":null,"teacher_disagreement_score":0.01131314,"threshold_uncertainty_score":0.04172546,"prediction_status":"machine_predicted_unvalidated"},"machine_scores":{"provisional":true,"baseline":true,"maturity_gate_passed":false,"score_opus":0.0460879476002427,"score_gpt":0.2355240436553268,"score_spread":0.1894360960550841,"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."}}