References

• 1994Time series prediction: Forecasting the future and understanding the past841 cited
• 2007The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research747 cited
• 1998How effective are neural networks at forecasting and prediction? A review and evaluation451 cited
• 2000Operational determinants of caller satisfaction in the call center187 cited
• 2005Customer Targeting: A Neural Network Approach Guided by Genetic Algorithms154 cited
• 1995The Application of Neural Networks and a Qualitative Response Model to the Auditor's Going Concern Uncertainty Decision*153 cited
• 2006Artificial neural network vs linear discriminant analysis in credit ratings forecast133 cited
• 2000Artificial Neural Network Decision Support Systems for New Product Development Project Selection117 cited
• 2004Neural Network Earnings per Share Forecasting Models: A Comparative Analysis of Alternative Methods91 cited
• 2009Closing the gap between perceived and actual waiting times in a call center: results from a field study47 cited

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