Call Centers with Delay Information: Models and Insights
Year of publication: |
2011
|
---|---|
Authors: | Jouini, Oualid ; Ak, Zeynep ; scedil ; in ; Dallery, Yves |
Published in: |
Manufacturing & Service Operations Management. - Institute for Operations Research and the Management Sciences - INFORMS, ISSN 1523-4614. - Vol. 13.2011, 4, p. 534-548
|
Publisher: |
Institute for Operations Research and the Management Sciences - INFORMS |
Subject: | queues | telephone call centers | customer behavior | impatient customers | balking | state-dependent analysis | predicting and announcing delays |
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