Does the web reduce customer service cost? Empirical evidence from a call center

Information Systems Research

Volumn 23, Issue 3 PART 1, 2012, Pages 721-737

  Kumar, Anuj ^a   Telang, Rahul ^b  

^a UNIVERSITY OF FLORIDA   (United States)

^b CARNEGIE MELLON UNIVERSITY   (United States)

Author keywords

Call center; Customer support; Health insurance; Multichannel service management; Self service; Web portal

Indexed keywords

COSTS; HEALTH; HEALTH INSURANCE; PORTALS; SALES; SPECIFICATIONS; TELEPHONE SETS; WEB CRAWLER; WEBSITES;

AMOUNT OF INFORMATION; CALL CENTERS; CUSTOMER SUPPORT; DIFFERENCE-IN-DIFFERENCES; MULTI-CHANNEL SERVICES; NATURAL EXPERIMENT; POTENTIAL SELECTION; SELF-SERVICE;

WEB SERVICES;

EID: 84871514654     PISSN: 10477047     EISSN: 15265536     Source Type: Journal    
DOI: 10.1287/isre.1110.0390     Document Type: Article

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