Structural Estimation of Callers' Delay Sensitivity in Call Centers - Akşin, Zeynep; Ata, Bariş; Emadi, Seyed Morteza; Su, Che-Lin (Management science, 2013)
Keywords: abandonment; Analysis; Behavior; Call centers; Coefficients; Cost estimates; Cost estimation models; Cost functions; Costs; Customer services; Customers; Datasets; Decision making; Dynamic programming; Functional analysis; Israel; Kaplan meiers estimate; Management science; Middle East; Modeling; Modelling; Perceptions; queues; Queuing; Queuing theory; Service industry; Simulations; Statistical estimation; Studies; Utility theory; United States; Israel