Call centers with delay information: Models and insights

Manufacturing and Service Operations Management

Volumn 13, Issue 4, 2011, Pages 534-548

  Jouini, Oualid ^a,b   Akşin, Zeynep ^c   Dallery, Yves ^a  

^a ECOLE CENTRALE PARIS   (France)

^b NEOMA BUSINESS SCHOOL   (France)

^c KOÇ UNIVERSITY   (Turkey)

Author keywords

Balking; Customer behavior; Impatient customers; Predicting and announcing delays; Queues; State dependent analysis; Telephone call centers

Indexed keywords

BALKING; CUSTOMER BEHAVIOR; IMPATIENT CUSTOMERS; PREDICTING AND ANNOUNCING DELAYS; QUEUES; STATE-DEPENDENT; TELEPHONE CALL CENTERS;

AUDITION; SALES; TELEPHONE;

CUSTOMER SATISFACTION;

EID: 80054925502     PISSN: 15234614     EISSN: 15265498     Source Type: Journal    
DOI: 10.1287/msom.1110.0339     Document Type: Article

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