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Proactive Customer Service: Operational Benefits and Economic Frictions
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Proactive Customer Service: Operational Benefits and Economic Frictions (2020)Proactive Customer Service: Operational B…Rational Queueing (2016)Rational QueueingThe Impact of Delay Announcements in Many-Server Queues with Abandonment (2008)The Impact of Delay Announcem…The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research (2007)The Modern Call Center: A Mul…Staffing a Call Center with Uncertain Arrival Rate and Absenteeism (2006)Staffing a Call Center with U…On Customer Contact Centers with a Call-Back Option: Customer Decisions, Routing Rules, and System Design (2004)On Customer Contact Centers w…Inventory Control with Limited Capacity and Advance Demand Information (2004)Inventory Control with Limite…Dimensioning Large Call Centers (2004)Dimensioning Large Call Cente…Contact Centers with a Call-Back Option and Real-Time Delay Information (2004)Contact Centers with a Call-B…To Queue or Not to Queue: Equilibrium Behavior in Queueing Systems (2003)To Queue or Not to Queue: Equ…Telephone Call Centers: Tutorial, Review, and Research Prospects (2003)Telephone Call Centers: Tutor…A Diffusion Approximation for a Markovian Queue with Reneging (2003)A Diffusion Approximation for…Managing Learning and Turnover in Employee Staffing (2002)Managing Learning and Turnove…Integrating Replenishment Decisions with Advance Demand Information (2001)Integrating Replenishment Dec…Optimal Incentive-Compatible Priority Pricing for the M/M/1 Queue (1990)Optimal Incentive-Compatible …Congestion Tolls for Poisson Queuing Processes (1975)Congestion Tolls for Poisson …The Regulation of Queue Size by Levying Tolls (1969)The Regulation of Queue Size …Matrix-Geometric Solutions to Stochastic Models (1984)Information Sharing and Supply Chain Coordination (2003)On the Value of Commitment and Availability Guarantees When Selling to Strategic Consumers (2008)On-Demand Service Platforms (2016)A Proof for the Queuing Formula: L = λ W (1961)User Delay Costs and Internal Pricing for a Service Facility (1990)Analysis and Comparison of Queues with Different Levels of Delay Information (2007)Quality–Speed Conundrum: Trade-offs in Customer-Intensive Services (2010)Discrete Choice Theory of Product Differentiation (1992)On Positive Harris Recurrence of Multiclass Queueing Networks: A Unified Approach Via Fluid Limit Models (1995)Revenue Management Under a General Discrete Choice Model of Consumer Behavior (2004)Real Options in Operations Research: A Review (2017)Optimal Inventory Policy (1951)MATHEMATICAL METHODS IN THE SOCIAL SCIENCES, 1959 (1960)A Time-Series Framework for Supply-Chain Inventory Management (2003)Information Sharing and Order Variability Control Under a Generalized Demand Model (2009)Advance Demand Information, Price Discrimination, and Pre-Order Strategies (2011)Supermodularity and Complementarity (2011)Poisson Arrivals See Time Averages (1982)Introduction to Matrix Analytic Methods in Stochastic Modeling (1999)Forecasting: theory and practice (2022)The measurement of experienced burnout (1981)Statistical Analysis of a Telephone Call Center (2005)Generating Sales While Providing Service: A Study of Customer Service Representatives' Ambidextrous Behavior (2011)Personnel scheduling: A literature review (2012)Heavy-Traffic Limits for Queues with Many Exponential Servers (1981)Introduction to Queueing Theory. (1982)Designing a Call Center with Impatient Customers (2002)Call Centers with Impatient Customers: Many-Server Asymptotics of the M/M/n + G Queue (2005)Coping with Time‐Varying Demand When Setting Staffing Requirements for a Service System (2007)An Equilibrium Queuing Model of Bribery (1985)Capacity Choice and Allocation: Strategic Behavior and Supply Chain Performance (1999)Pricing of Conspicuous Goods: A Competitive Analysis of Social Effects (2005)Food Delivery Service and Restaurant: Friend or Foe? (2019)Labor Welfare in On-Demand Service Platforms (2021)
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References

  • 2003Telephone Call Centers: Tutorial, Review, and Research Prospects1,360 cited
  • 1969The Regulation of Queue Size by Levying Tolls1,227 cited
  • 2003To Queue or Not to Queue: Equilibrium Behavior in Queueing Systems1,052 cited
  • 2007The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research747 cited
  • 1990Optimal Incentive-Compatible Priority Pricing for the M/M/1 Queue548 cited
  • 1975Congestion Tolls for Poisson Queuing Processes492 cited
  • 2004Dimensioning Large Call Centers342 cited
  • 2001Integrating Replenishment Decisions with Advance Demand Information271 cited
  • 2016Rational Queueing256 cited
  • 2004On Customer Contact Centers with a Call-Back Option: Customer Decisions, Routing Rules, and System Design190 cited
  • 2004Contact Centers with a Call-Back Option and Real-Time Delay Information169 cited
  • 2003A Diffusion Approximation for a Markovian Queue with Reneging166 cited
  • 2008The Impact of Delay Announcements in Many-Server Queues with Abandonment163 cited
  • 2006Staffing a Call Center with Uncertain Arrival Rate and Absenteeism158 cited
  • 2004Inventory Control with Limited Capacity and Advance Demand Information

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155 cited
  • 2002Managing Learning and Turnover in Employee Staffing122 cited
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