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Personalized Priority Policies in Call Centers Using Past Customer Interaction Information
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Personalized Priority Policies in Call Centers Using Past Customer Interaction Information (2021)Personalized Priority Policies in Call Ce…Rational Queueing (2016)Rational QueueingWaiting Patiently: An Empirical Study of Queue Abandonment in an Emergency Department (2015)Waiting Patiently: An Empiric…Structural Estimation of Callers' Delay Sensitivity in Call Centers (2013)Structural Estimation of Call…Measuring the Effect of Queues on Customer Purchases (2013)Measuring the Effect of Queue…How Much Is a Reduction of Your Customers' Wait Worth? An Empirical Study of the Fast-Food Drive-Thru Industry Based on Structural Estimation Methods (2011)How Much Is a Reduction of Yo…Queue-and-Idleness-Ratio Controls in Many-Server Service Systems (2009)Queue-and-Idleness-Ratio Cont…On Customer Contact Centers with a Call-Back Option: Customer Decisions, Routing Rules, and System Design (2004)On Customer Contact Centers w…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…The Impact of Customer Relationship Characteristics on Profitable Lifetime Duration (2003)The Impact of Customer Relati…The Value of Purchase History Data in Target Marketing (1996)The Value of Purchase History…Decision-Making Under Uncertainty: Capturing Dynamic Brand Choice Processes in Turbulent Consumer Goods Markets (1996)Decision-Making Under Uncerta…Automobile Prices in Market Equilibrium (1995)Automobile Prices in Market E…A Probabilistic Choice Model for Market Segmentation and Elasticity Structure (1989)A Probabilistic Choice Model …Optimal Replacement of GMC Bus Engines: An Empirical Model of Harold Zurcher (1987)Optimal Replacement of GMC Bu…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)Conditional logit analysis of qualitative choice behavior (1972)Simulation and the Asymptotics of Optimization Estimators (1989)Estimating Discrete-Choice Models of Product Differentiation (1994)Simulation and the Monte Carlo Method (2016)Text-Based Network Industries and Endogenous Product Differentiation (2016)The Theory of Buyer Behavior (1971)A Logit Model of Brand Choice Calibrated on Scanner Data (1983)Patents as Options: Some Estimates of the Value of Holding European Patent Stocks (1984)How to improve Bayesian reasoning without instruction: Frequency formats. (1995)On narrow norms and vague heuristics: A reply to Kahneman and Tversky. (1996)On the reality of cognitive illusions. (1996)The Commitment-Trust Theory of Relationship Marketing (1994)On the Profitability of Long-Life Customers in a Noncontractual Setting: An Empirical Investigation and Implications for Marketing (2000)Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development (2003)Measuring Marketing Productivity: Current Knowledge and Future Directions (2004)Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis (2006)Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis (2006)The theory and practice of econometrics (1986)The Role of the Scale Parameter in the Estimation and Comparison of Multinomial Logit Models (1993)Understanding Heterogeneous Preferences in Random Utility Models: A Latent Class Approach (2002)Discrete Choice Methods with Simulation (2001)Discrete Choice Methods with Simulation (2003)Competition-Based Dynamic Pricing in Online Retailing: A Methodology Validated with Field Experiments (2017)Forecasting sales in the supply chain: Consumer analytics in the big data era (2018)Behavioral Operations: Past, Present, and Future (2019)An Equilibrium Queuing Model of Bribery (1985)Conditional Choice Probabilities and the Estimation of Dynamic Models (1993)How Social Security and Medicare Affect Retirement Behavior In a World of Incomplete Markets (1997)Ability sorting and the returns to college major (2003)Measuring Market Power in the Ready-to-Eat Cereal Industry (1998)A Practitioner's Guide to Estimation of Random-Coefficients Logit Models of Demand (2000)Impact of Online Consumer Reviews on Sales: The Moderating Role of Product and Consumer Characteristics (2010)Food Delivery Service and Restaurant: Friend or Foe? (2019)Labor Welfare in On-Demand Service Platforms (2021)
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References

  • 1995Automobile Prices in Market Equilibrium4,939 cited
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  • 1989A Probabilistic Choice Model for Market Segmentation and Elasticity Structure1,348 cited
  • 1969The Regulation of Queue Size by Levying Tolls1,227 cited
  • 1996Decision-Making Under Uncertainty: Capturing Dynamic Brand Choice Processes in Turbulent Consumer Goods Markets1,223 cited
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  • 2015Waiting Patiently: An Empirical Study of Queue Abandonment in an Emergency Department189 cited
  • 2004Contact Centers with a Call-Back Option and Real-Time Delay Information169 cited
  • 2009Queue-and-Idleness-Ratio Controls in Many-Server Service Systems148 cited
  • 2011How Much Is a Reduction of Your Customers' Wait Worth? An Empirical Study of the Fast-Food Drive-Thru Industry Based on Structural Estimation Methods

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147 cited
  • 2013Structural Estimation of Callers' Delay Sensitivity in Call Centers145 cited
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