Structural estimation of callers' delay sensitivity in call centers

Management Science

Volumn 59, Issue 12, 2013, Pages 2727-2746

  Aksin, Zeynep ^a   Ata, Baris ^b   Emadi, Seyed Morteza ^c   Su, Che Lin ^b  

^a KOÇ UNIVERSITY   (Turkey)

^b UNIVERSITY OF CHICAGO   (United States)

^c UNIVERSITY OF NORTH CAROLINA   (United States)

Author keywords

Abandonment; Dynamic programming; Queues

Indexed keywords

ABANDONMENT; CALL CENTERS; DECISION MAKING PROCESS; OPTIMAL STOPPING PROBLEM; QUEUES; SERVICE DISCIPLINES; STRUCTURAL ESTIMATION; WAITING TIME;

DYNAMIC PROGRAMMING; MANAGEMENT; MANAGEMENT SCIENCE;

COST BENEFIT ANALYSIS;

EID: 84881471988     PISSN: 00251909     EISSN: 15265501     Source Type: Journal    
DOI: 10.1287/mnsc.2013.1730     Document Type: Article

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