In this paper, we estimate tenure-performance profiles using unique panel data that contain detailed information on individual workers' performance. We find that a 10 per cent increase in tenure leads to an increase in performance of 5.5 per cent of a standard deviation. This translates to an...

In this paper, we estimate tenure-performance profiles using unique panel data that contain detailed information on individual workers' performance. We find that a 10 percent increase in tenure leads to an increase in performance of 5.5 percent of a standard deviation. This translates to an...

Designing modern call centers requires an understanding of callers' patience and abandonment behavior. Using a Cox regression analysis, we show that callers' abandonment behavior may differ based on their contact history, and changes across their different contacts. We control for caller...