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Customer Learning in Call Centers from Previous Waiting Experiences
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References

  • 1969Latent Structure Analysis.2,385 cited
  • 2003Telephone Call Centers: Tutorial, Review, and Research Prospects1,360 cited
  • 1996Decision-Making Under Uncertainty: Capturing Dynamic Brand Choice Processes in Turbulent Consumer Goods Markets1,223 cited
  • 1993Conditional Choice Probabilities and the Estimation of Dynamic Models1,009 cited
  • 2000A Practitioner's Guide to Estimation of Random-Coefficients Logit Models of Demand866 cited
  • 2005Statistical Analysis of a Telephone Call Center804 cited
  • 2011Bayesian Learning in Social Networks779 cited
  • 1996The Value of Purchase History Data in Target Marketing754 cited
  • 2003Advertising, learning, and consumer choice in experience good markets: an empirical examination*474 cited
  • 2015Grouped Patterns of Heterogeneity in Panel Data453 cited
  • 2011Conditional Choice Probability Estimation of Dynamic Discrete Choice Models With Unobserved Heterogeneity383 cited
  • 1995Are People Bayesian? Uncovering Behavioral Strategies367 cited
  • 2007A Dynamic Model of Brand Choice When Price and Advertising Signal Product Quality332 cited
  • 1999Stalking Information: Bayesian Inventory Management with Unobserved Lost Sales258 cited
  • 2005Temporal Differences in the Role of Marketing Communication in New Product Categories

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254 cited
  • 1996Estimating negative binomial demand for retail inventory management with unobservable lost sales191 cited
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    • 2022Timely After-Sales Service and Technology Adoption: Evidence from the Off-Grid Solar Market in Uganda38 cited
    • 2022Why do customers want to learn? Antecedents and outcomes of customer learning28 cited
    • 2022Social Queues (Cues): Impact of Others’ Waiting in Line on One’s Service Time25 cited
    • 2020Don’t Call Us, We’ll Call You: An Empirical Study of Caller Behavior Under a Callback Option20 cited
    • 2021Personalized Priority Policies in Call Centers Using Past Customer Interaction Information18 cited