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Customer learning in call centers from previous waiting experiences
Emadi, Seyed Morteza; Swaminathan, Jayashankar M. - In: Operations research 66 (2018) 5, pp. 1433-1456
Persistent link: https://www.econbiz.de/10011932548
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Structural estimation of callers' delay sensitivity in call centers
Akşin, Zeynep; Ata, Barış; Emadi, Seyed Morteza; Su, … - In: Management science : journal of the Institute for … 59 (2013) 12, pp. 2727-2746
Persistent link: https://www.econbiz.de/10010234717
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A structural estimation approach to study agent attrition
Emadi, Seyed Morteza; Staats, Bradley R. - In: Management science : journal of the Institute for … 66 (2020) 9, pp. 4071-4095
Persistent link: https://www.econbiz.de/10012297779
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Impact of delay announcements in call centers : an empirical approach
Akşin, Zeynep; Ata, Baris; Emadi, Seyed Morteza; Su, … - In: Operations research 65 (2017) 1, pp. 242-265
Persistent link: https://www.econbiz.de/10011649054
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Don't call us, we'll call you : an empirical study of caller behavior under a callback option
Hathaway, Brett A.; Emadi, Seyed Morteza; Deshpande, Vinayak - In: Management science : journal of the Institute for … 67 (2021) 3, pp. 1508-1526
Persistent link: https://www.econbiz.de/10012506002
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Personalized priority policies in call centers using past customer interaction information
Hathaway, Brett Alan; Emadi, Seyed Morteza; Deshpande, … - In: Management science : journal of the Institute for … 68 (2022) 4, pp. 2806-2823
Persistent link: https://www.econbiz.de/10013368311
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Big data analytics for rapid, impactful, sustained, and efficient (rise) humanitarian operations
Swaminathan, Jayashankar M. - In: Production and operations management : the flagship … 27 (2018) 9, pp. 1696-1700
Persistent link: https://www.econbiz.de/10011970000
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Managing the inventory of an item with a replacement warranty
Huang, Wei; Kulkarni, Vidyadhar G.; Swaminathan, … - In: Management science : journal of the Institute for … 54 (2008) 8, pp. 1441-1452
Persistent link: https://www.econbiz.de/10003757514
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Introduction of a second channel : implications for pricing and profits
Huang, Wei; Swaminathan, Jayashankar M. - In: European journal of operational research : EJOR 194 (2009) 1, pp. 258-279
Persistent link: https://www.econbiz.de/10003835456
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A matter of balance : specialization, task variety, and individual learning in a software maintenance environment
Narayanan, Sriram; Balasubramanian, Sridhar; … - In: Management science : journal of the Institute for … 55 (2009) 11, pp. 1861-1876
Persistent link: https://www.econbiz.de/10003909222