Non-parametric modelling of time-varying customer service times at a bank call centre

Applied Stochastic Models in Business and Industry

Volumn 22, Issue 3, 2006, Pages 297-311

  Shen, Haipeng ^a   Brown, Lawrence D ^b  

^a University of North Carolina at Chapel Hill   (United States)

^b UNIVERSITY OF PENNSYLVANIA   (United States)

Author keywords

Bandwidth selection; Heteroscedasticity; Local polynomial regression; Queueing theory; Service engineering; Variance estimation

Indexed keywords

ELECTRONIC COMMERCE; INFERENCE ENGINES; INFORMATION SERVICES; MATHEMATICAL MODELS; POLYNOMIALS; QUEUEING THEORY; REGRESSION ANALYSIS;

BANDWIDTH SELECTION; HETEROSCEDASTICITY; LOCAL POLYNOMIAL REGRESSION; SERVICE ENGINEERING; VARIANCE ESTIMATION;

TIME VARYING SYSTEMS;

EID: 33745381252     PISSN: 15241904     EISSN: 15264025     Source Type: Journal    
DOI: 10.1002/asmb.618     Document Type: Article

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