The DOI matches its Crossref record; 100 of the 115 references it cites were found in a registry or an index; none of the 46 sources its claims cite is checked for support yet.
Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer–Firm Affection and Customer–Staff Relationships in Services
Open accessAbstract
This study extends the existing satisfaction–trust–loyalty paradigm to investigate how customers’ affectionate ties with firms (customer–firm affection)—in particular, the components of intimacy and passion—affect customer loyalty in services. In a bilevel model, the authors consider customer–staff and customer–firm interactions in parallel. Through a netnography study and survey research in two service contexts, they confirm (1) the salience of intimacy and passion as two underrecognized components of customer–firm affection that influence customer loyalty, (2) the complementary and mediating role of customer–firm affection in strengthening customer loyalty, (3) significant affect transfers from the customer–staff to the customer–firm level, and (4) the dilemma that emerges when customer–staff relationships are too close. The findings provide several implications for researchers and managers regarding how intimacy and passion can enrich customer service interactions and how to manage customer–staff relationships properly.
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“(4) the dilemma that emerges when customerstaff relations are too close.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Abstract
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In the paper
“(2) the complementary and mediating role of customer-firm affection in strengthening customer loyalty”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Abstract
Tests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesA result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“(3) significant affect transfers from customer-staff to customer-firm levels”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Abstract
Tests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesA result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“they confirm (1) the salience of intimacy and passion as two underrecognized components of customer-firm affection that influence customer loyalty”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Abstract
Tests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesThe paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“In short, excellent service quality and satisfaction provide the necessary ingredients for customer-firm affection, as supported by comments from the netnography study:”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Model Extension 2: Mediating Role of Customer-Firm Affection
Tests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesA result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“The results support the applicability of Sternberg's love paradigm to conceptualize customerfirm affection, in that consumers' expressions of affection toward firms include terminology consistent with intimacy, passion, and commitment.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > The Netnography Study
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In the paper
“The three components apply to both lowinvolvement (convenience stores, fast food restaurants) and high-involvement (education, financial services) categories.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > The Netnography Study
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In the paper
“Hair salon (intimacy > commitment, t (359) = 14.059, p < .001”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > DISCUSSION AND IMPLICATIONS
Strength:plain· not yet calibratedTests✓ Asserted: passes✓ Checkable: passes? Load-bearing: unclear✓ Based: passesA result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“fast food (intimacy > commitment, t (359) = 18.866, p < .001”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > DISCUSSION AND IMPLICATIONS
Strength:plain· not yet calibratedTests✓ Asserted: passes✓ Checkable: passes? Load-bearing: unclear✓ Based: passesA result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“whereas commitment is significantly stronger than passion for hair salons (3.27 versus 3.08, t (359) = 5.181, p < .001).”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Model Extension 3: Relationship Formation in Transactional and Relational Services
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- It may state two separate claims as one. 37
- Probably not a substantial claim. 19
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In the paper
“Postings about high-involvement categories tend to reveal relatively high commitment, whereas those about low-involvement categories are relatively higher in passion, though both achieve similar ratings on intimacy.3”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > The Netnography Study
Strength:hedged· not yet calibratedCausal:correlational· not yet calibratedTests✓ Asserted: passes✓ Checkable: passes? Load-bearing: unclear✓ Based: passesIt may state two separate claims as one.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Overall, H 1a in both service contexts and H 1b in the hair salon context are supported.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Model Extension 1: Cross-Level Transfer (Customer-Staff to Customer-Firm Level)
Tests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesIt may state two separate claims as one.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“This difference is not significant (χ 2 diff. (1) = .10,p > .10),so H 3c .isnot supported.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Model Extension 3: Relationship Formation in Transactional and Relational Services
Load-bearingStrength:plain· not yet calibratedTests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesIt may state two separate claims as one.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Consistent with our hypotheses, customers' trust and loyalty toward the staff directly influence their firm trust and loyalty, respectively, with one exception.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Model Extension 1: Cross-Level Transfer (Customer-Staff to Customer-Firm Level)
Tests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesIt may state two separate claims as one.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“First, customer-firm affection complements satisfaction and trust in affecting customer loyalty; each exerts significant direct effects.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > DISCUSSION AND IMPLICATIONS
Tests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesIt may state two separate claims as one.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Of all the mediation tests in both service contexts, only one (effect of customer satisfaction on firm loyalty in the fast food context) implies a full mediation effect of customer-firm affection; the remaining test results suggest a partial mediating effect (see the Web Appendix for details).”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Model Extension 2: Mediating Role of Customer-Firm Affection
Strength:plain· not yet calibratedCausal:direct· not yet calibratedTests✓ Asserted: passes✓ Checkable: passes? Load-bearing: unclear✓ Based: passesIt may state two separate claims as one.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Our results confirm the extant model of customer-firm and customer-staff relationships in both service contexts, except that the direct effect of staff trust on staff loyalty is not significant in the fast food context, though it fits our hypothesized direction.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Extant Model of Customer-Firm and Customer-Staff Relationships
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A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“service quality perceptions and customer satisfaction built through product and service experience, parallel with the personal relationship developed through social rapport with staff, significantly contribute to the development of trust, which has a significant impact on customer loyalty (and share of purchase).”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Extant Model of Customer-Firm and Customer-Staff Relationships
Tests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesIt may state two separate claims as one.
None of the sources cited for this claim have been checked yet.
In the paper
“The results indicate no significant differences between male and female subsamples, except for customer-firm affection in the fast food restaurant context ( female (3.30) > male (3.16), p < .10)and staff loyalty in the hair salon context ( female (3.62) > male (3.39), p <.05 ).”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > DISCUSSION AND IMPLICATIONS
Strength:hedged· not yet calibratedTests✓ Asserted: passes✓ Checkable: passes? Load-bearing: unclear✓ Based: passesIt may state two separate claims as one.
The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“customer-staff relations affect customer-firm relations in the hair salon but not the fast food context”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > DISCUSSION AND IMPLICATIONS
Tests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesIt may state two separate claims as one.
A result the paper reports from its own data — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“The results are the same as those revealed by regressions, in support of our proposed partially mediated model.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > DISCUSSION AND IMPLICATIONS
Strength:plain· not yet calibratedTests✓ Asserted: passes✓ Checkable: passes? Load-bearing: unclear✓ Based: passesIt may state two separate claims as one.
The paper states this without a source or data behind it here, so there is nothing to check it against. The quote shows it is in the paper.
In the paper
“In summary, both attachment theory and Sternberg's love theory define people's affectionate bonds with people, objects, or brands as a multifaceted construct with intimacy (connectedness) and passion as its core elements.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Concept of Love, Sternberg's Triangular Theory of Love, and Attachment Theory
Load-bearingStrength:plain· not yet calibratedTests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesProbably not a substantial claim.
None of the sources cited for this claim have been checked yet.
In the paper
“Sternberg (1986Sternberg ( , 1988) ) synthesizes previous attempts and defines love according to three constituent components: intimacy, passion, and commitment.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Concept of Love, Sternberg's Triangular Theory of Love, and Attachment Theory
What the sources say
- Not checked — no full text of the sourcecites Sternberg 1986 source
- Not matchedcites Sternberg 1988
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
Load-bearingStrength:plain· not yet calibratedTests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesProbably not a substantial claim.
In the paper
“In contrast, staff plays a relatively minor role and provides less salient indicators of service quality in transactional services, which tend to focus on exchange outcomes and involve lower interdependence levels (Macneil 1980).”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Differences in Affect Transfer and the Double-Edged Sword
What the sources say
- Not matchedcites Macneil 1980
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
Load-bearingStrength:plain· not yet calibratedTests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesIt may state two separate claims as one.
- Not matched
In the paper
“However, if customer-staff relations dominate, a potential”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Abstract
What the sources say
- Not checked — no full text of the sourcecites Bendapudi and Leone 2002 source
Tests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesProbably not a substantial claim.
None of the sources cited for this claim have been checked yet.
In the paper
“Most services can be classified along a relational-transactional continuum (Dwyer, Schurr, and Oh 1987;Macneil 1980).”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Model Extension 3: Relationship Formation in Transactional and Relational Services
What the sources say
- Not checked — no full text of the sourcecites Dwyer, Schurr, and Oh 1987 source
- Not matchedcites Macneil 1980
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
Strength:plain· not yet calibratedTests✓ Asserted: passes✓ Checkable: passes✗ Load-bearing: fails✓ Based: passesProbably not a substantial claim. The paper’s conclusions may not depend on it.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“In summary, extant research suggests we must build models that contain distinctive, separate consumer evaluation processes of service employees and firms.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Customer-Staff Relations
Load-bearingStrength:hedged· not yet calibratedTests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesProbably not a substantial claim.
In the paper
“In contrast, consumption affect includes both positive and negative (e.g., distress) feelings (Westbrook and Oliver 1991).”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Customer-Firm Affection as a Distinctive Construct
What the sources say
- Not checked — no full text of the sourcecites Westbrook and Oliver 1991 source
Strength:plain· not yet calibratedTests✓ Asserted: passes✓ Checkable: passes✗ Load-bearing: fails✓ Based: passesProbably not a substantial claim. The paper’s conclusions may not depend on it.
In the paper
“Hairstyling involves interactions and customization, compels intimacy (McCracken 1995), and requires cooperative actions and adjustments by both parties, who then share the benefits and burdens of the exchange and feel motivation to engage further.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > RESEARCH DESIGN AND METHOD
What the sources say
- Not matchedcites McCracken 1995
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
Tests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesIt may state two separate claims as one.
- Not matched
In the paper
“If the employee leaves the firm, the customer may leave with him or her (Bendapudi and Leone 2002), and firms have limited responses.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Differences in Affect Transfer and the Double-Edged Sword
What the sources say
- Not checked — no full text of the sourcecites Bendapudi and Leone 2002 source
Tests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesIt may state two separate claims as one.
In the paper
“Fleming, Coffman, and Harter (2005) report, on the basis of case studies of a large U.S. retail bank and a Japanese luxury retailer, that customers who are passionate about firms have substantially lower attrition rates and higher spending levels than those who are not.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Passion, Intimacy, and Commitment in Service Exchanges
What the sources say
- Not matchedcites Fleming, Coffman, and Harter 2005
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
Tests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesIt may state two separate claims as one.
- Not matched
In the paper
“Second, as interdependence and commitment grow, customers ignore other alternatives, willingly sacrifice for the relationship, and display prorelationship behaviors (Gonzaga et al. 2001).”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Model Extension 2: Mediating Role of Customer-Firm Affection
What the sources say
- Not checked — no full text of the sourcecites Gonzaga et al. 2001 source
Tests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesIt may state two separate claims as one.
In the paper
“Bowen cites hair salons and fast food restaurants as exemplary of the first and third groups, respectively.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Model Extension 3: Relationship Formation in Transactional and Relational Services
What the sources say
- Not checked — no full text of the sourcecites Bowen 1990 source
Strength:plain· not yet calibratedTests✓ Asserted: passes✓ Checkable: passes✗ Load-bearing: fails✓ Based: passesProbably not a substantial claim. The paper’s conclusions may not depend on it. It may state two separate claims as one.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“First, customer-firm affection reflects an affectionate, enduring bond, often formed through multiple favorable experiences and interactions.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Customer-Firm Affection as a Distinctive Construct
Load-bearingStrength:plain· not yet calibratedTests✓ Asserted: passes✗ Checkable: fails✓ Load-bearing: passes✓ Based: passesProbably not a substantial claim. It may be too vague to check against evidence.
In the paper
“Moreover, according to attribution theory, consumers attribute the staff's behavior to firm management (Bitner, Booms, and Tetrault 1990), so better service prompts consumers to give credit to the firm, which facilitates affect transfer across the customer-staff and customer-firm levels.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Model Extension 1: Cross-Level Transfer (Customer-Staff to Customer-Firm)
What the sources say
- Not checked — no full text of the sourcecites Bitner, Booms, and Tetrault 1990 source
Tests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesIt may state two separate claims as one.
None of the sources cited for this claim have been checked yet.
In the paper
“Fast food is often standardized with limited customer contact (Bowen 1990) and thus attracts customers with price, speed of service, consistency, and convenient location (Kasdan 1996).”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > RESEARCH DESIGN AND METHOD
What the sources say
- Not checked — no full text of the sourcecites Bowen 1990 source
- Not matchedcites Kasdan 1996
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
Tests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesIt may state two separate claims as one.
In the paper
“In retail sales, Beatty and colleagues (1996) confirm the need to distinguish between relationship selling (i.e., locking customer and sales associate together) and relationship marketing (i.e., connecting customer to firm), because the former accrues benefits to the staff, perhaps at the expense of the firm.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Customer-Staff Relations
What the sources say
- Not matchedcites Beatty and colleagues 1996
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
Tests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesProbably not a substantial claim.
- Not matched
In the paper
“Fourth, customer-firm affection represents positive feelings; its lower bound is defined as the absence of any particular feelings for a service firm (Shimp and Madden 1988).”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Customer-Firm Affection as a Distinctive Construct
What the sources say
- Not checked — no full text of the sourcecites Shimp and Madden 1988
Load-bearingStrength:plain· not yet calibratedTests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesProbably not a substantial claim. It may state two separate claims as one.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Second, customers develop”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Customer-Firm Affection as a Distinctive Construct
Tests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes? Based: unclearIt may state two separate claims as one.
None of the sources cited for this claim have been checked yet.
In the paper
“Second, relational services focus on the exchange process and thus require higher levels of interdependence (Dwyer, Schurr, and Oh 1987;Macneil 1980).”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Differences in Affect Transfer and the Double-Edged Sword
What the sources say
- Not checked — no full text of the sourcecites Dwyer, Schurr, and Oh 1987 source
- Not matchedcites Macneil 1980
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
Tests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesIt may state two separate claims as one.
In the paper
“Third, though all three constructs are multidimensional, customer-firm affection consists of three components, whose different combinations result in distinctively different types of love (Sternberg 1988), unlike either satisfaction or consumption affect.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Customer-Firm Affection as a Distinctive Construct
What the sources say
- Not matchedcites Sternberg 1988
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
Tests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesIt may state two separate claims as one.
- Not matched
In the paper
“Relational services demand longer duration, help customers gain a better understanding of the aims and operations of the firm, and prompt stronger commitment (Hut and Speh 1995).”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Differences in the Geometry of Affection
What the sources say
- Not matchedcites Hut and Speh 1995
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
Tests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesIt may state two separate claims as one.
- Not matched
In the paper
“Sirdeshmukh, Singh, and Sabol (2002) take this perspective further and propose that consumers form dual trust and loyalty toward frontline employees and firm policies and practices.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Customer-Staff Relations
What the sources say
- Not checked — no full text of the sourcecites Sirdeshmukh, Singh, and Sabol 2002 source
Tests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesProbably not a substantial claim.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“Third, the two judges independently and formally coded the remaining 190 postings and reached a very high level of interrater reliability (> .90).”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > The Netnography Study
Strength:plain· not yet calibratedTests✓ Asserted: passes✓ Checkable: passes✗ Load-bearing: fails✓ Based: passesProbably not a substantial claim. The paper’s conclusions may not depend on it.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“For the hair salon, the results indicate a five-factor solution that explains 72.89% of the variance, with all items loading on the appropriate factor except for firm trust and employee trust, which load on the same factor.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > DISCUSSION AND IMPLICATIONS
Load-bearingStrength:hedged· not yet calibratedTests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesIt may state two separate claims as one.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“The salience of intimacy indicates that firms must restrategize or redesign their customer-staff interactions”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Appendix: Measurement Items and Validity Assessment
Strength:hedged· not yet calibratedCausal:direct· not yet calibratedTests✓ Asserted: passes✗ Checkable: fails✗ Load-bearing: fails✓ Based: passesProbably not a substantial claim. It may be too vague to check against evidence. The paper’s conclusions may not depend on it.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Consumers of relational services experience commitment-dominant customer-firm affection, whereas those of transactional services develop passion-dominant customer-firm affection.”
- Also stated in: § DISCUSSION AND IMPLICATIONS · hedged
“As to the nature of customer-firm affection, relational services tend to be commitment driven, whereas transactional services are more passion driven.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Model Extension 3: Relationship Formation in Transactional and Relational Services
Tests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesIt may state two separate claims as one.
- Rests on an assumption: Customers in transactional services have lower involvement and seek more variety to fulfill excitement-seeking motivations.
- Also stated in: § DISCUSSION AND IMPLICATIONS · hedged
In the paper
“We use a cumulative approach to measure customer satisfaction, which has proved a valid indicator of a firm's past, current, and future performance (Bitner and Hubbert 1994).”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > RESEARCH DESIGN AND METHOD
What the sources say
- Not checked — no full text of the sourcecites Bitner and Hubbert 1994 source
Strength:plain· not yet calibratedCausal:correlational· not yet calibratedTests✓ Asserted: passes✓ Checkable: passes✗ Load-bearing: fails✓ Based: passesProbably not a substantial claim. The paper’s conclusions may not depend on it.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“For fast food, the results indicate a six-factor solution that explains 71.47% of the variance, and all items load on the appropriate factor; the two crossloadings greater than .35are deleted from further analysis.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > DISCUSSION AND IMPLICATIONS
Strength:hedged· not yet calibratedTests✓ Asserted: passes✓ Checkable: passes? Load-bearing: unclear✓ Based: passesIt may state two separate claims as one.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“All measures were professionally translated through back translation (Chinese and English) to ensure conceptual equivalence.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > RESEARCH DESIGN AND METHOD
Strength:plain· not yet calibratedTests✓ Asserted: passes✓ Checkable: passes✗ Load-bearing: fails✓ Based: passesProbably not a substantial claim. The paper’s conclusions may not depend on it.
None of the sources cited for this claim have been checked yet.
In the paper
“the contention that referral is a strong indicator of loyalty intentions remains controversial”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Appendix: Measurement Items and Validity Assessment
What the sources say
- Not matchedcites Reichheld (2003)
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
- Not checked — no full text of the sourcecites Morgan and Rego (2006) source
Load-bearingStrength:plain· not yet calibratedTests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesProbably not a substantial claim.
- Not matched
In the paper
“All factor loadings are highly significant (p < .001),composite reliabilities of all constructs are greater than .75, and all variance extracted (AVE) estimates (except hair salon firm trust) are greater than .50(Fornell and Larcker 1981); therefore, the measures demonstrate adequate convergent validity and reliability.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Validation of Measures
What the sources say
- Not matchedcites Fornell and Larcker 1981
Couldn’t be matched to a paper in Crossref, so it can’t be checked.
Load-bearingStrength:boosted· not yet calibratedTests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesIt may state two separate claims as one.
- Not matched
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“In summary, the measurement models fit the data well and demonstrate adequate reliability, good convergent, and acceptable discriminant validity.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Validation of Measures
Load-bearingStrength:boosted· not yet calibratedTests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesIt may state two separate claims as one.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Although the size of the coefficients may differ because of the contexts, their consistent salience suggests that our model is reasonably parsimonious and that there are more commonalities across services than we may realize.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > DISCUSSION AND IMPLICATIONS
Load-bearingStrength:hedged· not yet calibratedTests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesIt may state two separate claims as one.
In the paper
“Morgan and Rego (2006) find that metrics based on referral intentions or behaviors have little or no predictive value for future business performance.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Appendix: Measurement Items and Validity Assessment
What the sources say
- Not checked — no full text of the sourcecites Morgan and Rego (2006) source
Load-bearingStrength:plain· not yet calibratedTests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesProbably not a substantial claim.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Customers develop a loyalty to a hair salon because of their loyalty to hairstylists, who function as prominent firm agents and whose performance represents a key characteristic of the service, but in fast food contexts, staff plays a minor role and contributes less to service quality.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > DISCUSSION AND IMPLICATIONS
Tests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesIt may state two separate claims as one.
- Rests on an assumption: Service staff in relational services are prominent firm agents and their performance is a key service characteristic.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“We pretested and modified the questionnaire items with a sample of 35 consumers.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > RESEARCH DESIGN AND METHOD
Strength:plain· not yet calibratedTests✓ Asserted: passes✓ Checkable: passes✗ Load-bearing: fails✓ Based: passesProbably not a substantial claim. The paper’s conclusions may not depend on it.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“All chi-square differences are significant, in support of discriminant validity.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Validation of Measures
Load-bearingStrength:plain· not yet calibratedTests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesIt may state two separate claims as one.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“which suggests that customers maintain more intimate, passionate, and committed relationships with hair salons than fast food restaurants”
- Also stated in: § DISCUSSION AND IMPLICATIONS · plain
“In general, relational services exhibit a greater amount of affection than do transactional services.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Model Extension 3: Relationship Formation in Transactional and Relational Services
Tests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesIt may state two separate claims as one.
- Rests on an assumption: Customers in transactional services have lower involvement and seek more variety to fulfill excitement-seeking motivations.
- Also stated in: § DISCUSSION AND IMPLICATIONS · plain
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“The measurement model of the construct achieves a good fit, and the GFI, CFI, and IFI of the measurement model for fast food (χ 2 (17) = 54; p < .01)are .96,.97,and .97,respectively.For the hair salon (χ 2 (17) = 48; p < .01), the model demonstrates adequate fit: GFI = .97,CFI = .98,and IFI = .98.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > DISCUSSION AND IMPLICATIONS
Load-bearingStrength:boosted· not yet calibratedTests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesIt may state two separate claims as one.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“Firms' intentions to standardize services and develop good social rapport simultaneously may backfire.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Appendix: Measurement Items and Validity Assessment
Strength:hedged· not yet calibratedCausal:conditional· not yet calibratedTests✓ Asserted: passes✓ Checkable: passes✗ Load-bearing: fails✓ Based: passesProbably not a substantial claim. The paper’s conclusions may not depend on it.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“Overall, the measure of customer-firm affection possesses adequate reliability and validity.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > DISCUSSION AND IMPLICATIONS
Load-bearingStrength:plain· not yet calibratedTests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesIt may state two separate claims as one.
A conclusion the paper draws from its own results — it cites no other source for it, so there is none to check. The quote shows it is in the paper.
In the paper
“This result is reasonable because staffs play a relatively minor role and represent less salient indicators of service quality for fast food than for hairstyling services.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Model Extension 1: Cross-Level Transfer (Customer-Staff to Customer-Firm Level)
Load-bearingStrength:plain· not yet calibratedTests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesIt may state two separate claims as one.
What the paper did — it cites no source for this, so there is none to check. The quote shows it is in the paper.
In the paper
“In conclusion, all constructs in the fast food and most constructs in the hair salon contexts pass all three tests of discriminant validity, and all of them pass at least two tests.”
§ Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relations in Services > Validation of Measures
Load-bearingStrength:plain· not yet calibratedTests✓ Asserted: passes✓ Checkable: passes✓ Load-bearing: passes✓ Based: passesIt may state two separate claims as one.
The paper relies on this without support.
Customers' affectionate ties with service firms rarely receive research attention.
“However, customers' affectionate ties with service firms rarely receive research attention.”
The paper relies on this without support.
The salience of affect transfer underlying the double-edged sword dilemma has not been assessed in service loyalty studies.
“Yet the salience of the affect transfer that underlies this double-edged sword dilemma (i.e., promote or not promote favorable customer-staff relations) has not been assessed in service loyalty studies.”
The paper relies on this without support.
Many firms underestimate the contribution of customer-staff interactions to customer loyalty.
“At the same time, many firms underestimate the contribution of customer-staff interactions to customer loyalty.”
The paper relies on this without support.
Service contexts vary in the degrees of customer-staff interactions.
“Service contexts are known for their diversity in the degrees of customer-staff interactions.”
The paper relies on this without support.
Customers in transactional services have lower involvement and seek more variety to fulfill excitement-seeking motivations.
“In contrast, customers experience lower involvement and seek more variety to fulfill their excitement-seeking motivations in transactional services.”
The paper relies on this without support.
Service staff in relational services are prominent firm agents and their performance is a key service characteristic.
“First, service staff in relational services function as prominent firm agents, and their performance represents a key characteristic of the service.”
The paper relies on this without support.
Customer-hairdresser relationships may entail intimate bonds of mutual respect, trust, and affection, as well as deep connections with vast emotional consequences.
“Customer-hairdresser relationships may entail intimate bonds of mutual respect, trust, and affection, as well as deep connections with vast emotional consequences.”
The paper relies on this without support.
No matter how strong the bond, a customer will not visit the same fast food outlet consistently for months because of the natural need for variety in fast foods.
“However, no matter how strong the bond, a customer will not visit the same fast food outlet consistently for months because of the natural need for variety in fast foods.”
The paper relies on this without support.
Staff from top-end service firms seldom leave, let alone take their customers along.
“In reality, staff from top-end service firms seldom leave, let alone take their customers along.”
The paper relies on this without support.
Staff stay with their firms because of the nice service environment, well-mannered customers, and efficient service systems.
“Instead, they stay with their firms because of the nice service environment, well-mannered customers, and efficient service systems.”
The paper relies on this without support.
Customer-firm relationships are almost inevitably dynamic: passion fades and intimacy gets challenged.
“Analogous to interpersonal relationships, customer-firm relationships almost inevitably are dynamic: passion fades, and intimacy gets challenged.”
The paper relies on this without support.
Fast food restaurants are transactional services and hair salons are relational services.
“Relative to transactional services, customers of relational services are more likely to develop stronger staff loyalty intentions and greater switching intentions if the staff member were to leave the firm”
Statistics recomputed
Every reported test result, recomputed from its test statistic and degrees of freedom. A result shows as not adding up only once an independent check has confirmed it.
- Consistentχ²(195) = 464reported p < .001 · recomputed p < .001
“χ 2 (195) = 464, p < .001”
- Consistentχ²(195) = 568reported p < .001 · recomputed p < .001
“χ 2 (195) = 568, p < .001”
- Consistentt(359) = 4.001reported p < .001 · recomputed p < .001
“t (359) = 4.001, p < .001”
- Consistentt(359) = 5.181reported p < .001 · recomputed p < .001
“t (359) = 5.181, p < .001”
- Consistentt(359) = 1.839reported p < .1 · recomputed p = .067
“t (359) = 1.839, p < .10”
- Consistentt(359) = 6.788reported p < .001 · recomputed p < .001
“t (359) = 6.788, p < .001”
- Consistentt(359) = 0.091reported p > .1 · recomputed p = .928
“t(359) = .091,p > .10”
- Consistentt(359) = 14.059reported p < .001 · recomputed p < .001
“t (359) = 14.059, p < .001”
- Consistentt(359) = 20.193reported p < .001 · recomputed p < .001
“t (359) = 20.193,p < .001”
- Consistentt(359) = 18.866reported p < .001 · recomputed p < .001
“t (359) = 18.866, p < .001”
- Consistentt(359) = 17.023reported p < .001 · recomputed p < .001
“t (359) = 17.023, p < .001”
- Consistentt(359) = 21.319reported p < .001 · recomputed p < .001
“t (359) = 21.319,p < .001”
- Consistentt(359) = 18.345reported p < .001 · recomputed p < .001
“t (359) = 18.345, p < .001”
- Consistentχ²(211) = 575reported p < .001 · recomputed p < .001
“χ 2 (211) = 575, p < .001”
- Consistentχ²(211) = 688reported p < .001 · recomputed p < .001
“χ 2 (211) = 688, p < .001”
- Consistentχ²(195) = 452reported p < .001 · recomputed p < .001
“χ 2 (195) = 452, p < .001”
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
Each contradiction between two passages listed here was confirmed by an independent check.
Fast-food loyalty path has the opposite sign
MinorThe paper says the nonsignificant fast-food effect is in the hypothesized positive direction, but Table 3 reports a negative coefficient of −.064.
“the effect of staff loyalty intentions on firm loyalty intentions is not significant (though in the hypothesized direction) in the fast food context.”
“Staff loyalty intentions Firm loyalty intentions -.064 (-1.096) .207**(2.795)”
Fast-food measurement-model chi-square differs
MinorThe results text reports a chi-square of 464 for the fast-food confirmatory model, while the appendix reports 452 with the same degrees of freedom.
“fast food: χ 2 (195) = 464, p < .001”
“Overall model fit: FF: χ 2 (195) = 452, p < .001”
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Flagged first, then by citations
15 of the 115 references couldn’t be matched to a known paper.
Research works printed but not linked: 16
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Cited by
Sorted by citations
Understanding customer experience throughout the customer journey
Lemon, K. N., & Verhoef, P. C. (2016) · Journal of Marketing · doi:10.1509/jm.15.0420 · Cited by 5,765
“…1999; Frey and Stutzer 2002), researchers also have recently suggested the need for more attention on emotional aspects of customer relationships (Verhoef and Lemon 2015) and have begun measuring constructs such as passion and intimacy (B¨ugel, Verhoef, and Buunk 2011; Yim, Tse, and Chan 2008).”
Grégoire, Y., Tripp, T. M., & Legoux, R. (2009) · Journal of Marketing · doi:10.1509/jmkg.73.6.18 · Cited by 1,031
“It would also be judicious to incorporate new conceptualizations of relationships, such as attachment (Thomson, MacInnis, and Park 2005) or affection (Yim, Tse, and Chan 2008), that capture a deeper bonding between customers and firms.”
BackgroundInternational Journal of Economics, Commerce and Management
Christopher, P. M. (2014) · ADVANCED SCIENCES INDEX · Cited by 858
Understanding social media effects across seller, retailer, and consumer interactions
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Customer Loyalty to Whom? Managing the Benefits and Risks of Salesperson-Owned Loyalty
Palmatier, R. W., Scheer, L. K., & Steenkamp, J.-B. E. M. (2007) · Journal of Marketing Research · doi:10.1509/jmkr.44.2.185 · Cited by 555
Metadata
- Authors
- Yim, C. K. (., Tse, D. K., & Chan, K. W.
- Affiliations
- University of Hong Kong (HK)
- Hong Kong Polytechnic University (HK)
- Corresponding author
- Yim, Chi Kin (Bennett)
- Tse, David K.
- Chan, Kimmy Wa
- Venue
- Journal of Marketing Research
- Publisher
- SAGE Publications
- Published
- 2008-12
- Volume
- 45
- Issue
- 6
- Pages
- 741-756
- ISSN
- 0022-2437 (ISSN-L)
- 1547-7193
- OpenAlex
- W2020750583
- Cited by
- 583
- References
- 115
- Citations by year
- 2026: 17 · 2025: 36 · 2024: 35 · 2023: 34 · 2022: 51 · 2021: 55 · 2020: 43 · 2019: 35 · 2018: 38 · 2017: 31 · 2016: 35 · 2015: 30 · 2014: 37 · 2013: 27 · 2012: 28
- FWCI
- 42.33
- Type
- journal article
- Language
- en
- Open access
- green
- hdl.handle.net
- Locations
- Journal of Marketing Research (publishedVersion)
- PolyU Institutional Research Archive (Hong Kong Polytechnic University) (submittedVersion)
- The HKU Scholars Hub (University of Hong Kong) (submittedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior in Brand Consumption and Identification
- Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
- Keywords
- customer loyalty, intimacy, passion, service encounters, affect transfer, customer service interaction
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
A language model drew the claims from the paper on 2026-10-07, under version 3 of the claim definition (model deepseek-v4.1-flash, prompt extract-v3).
A second model labelled each claim on 2026-10-07 (model jev-1.13-20260917, definition revision gold-guideline-v0.2).
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
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