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...

On-demand delivery through gig platforms is ushering in a new era of business operations, workforce management, and customer experiences. This paper seeks to investigate how experience affects worker performance in this new business setting, which has not yet been studied in the prior learning...