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Call Center Delay Announcement Using a Newsvendor-Like Performance Criterion

Author

Listed:
  • Oualid Jouini
  • O. Zeynep Akşin
  • Fikri Karaesmen
  • M. Salah Aguir
  • Yves Dallery

Abstract

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Suggested Citation

  • Oualid Jouini & O. Zeynep Akşin & Fikri Karaesmen & M. Salah Aguir & Yves Dallery, 2015. "Call Center Delay Announcement Using a Newsvendor-Like Performance Criterion," Production and Operations Management, Production and Operations Management Society, vol. 24(4), pages 587-604, April.
    • Handle: RePEc:bla:popmgt:v:24:y:2015:i:4:p:587-604
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    File URL: http://hdl.handle.net/10.1111/poms.12259
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    Citations

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    Cited by:

    1. Odysseas Kanavetas & Barış Balcıog̃lu, 2022. "The “Sensitive” Markovian queueing system and its application for a call center problem," Annals of Operations Research, Springer, vol. 317(2), pages 651-664, October.
    2. Rouba Ibrahim & Mor Armony & Achal Bassamboo, 2017. "Does the Past Predict the Future? The Case of Delay Announcements in Service Systems," Management Science, INFORMS, vol. 63(6), pages 1762-1780, June.
    3. Achal Bassamboo & Rouba Ibrahim, 2021. "A General Framework to Compare Announcement Accuracy: Static vs. LES-Based Announcement," Management Science, INFORMS, vol. 67(7), pages 4191-4208, July.
    4. Qiuping Yu & Gad Allon & Achal Bassamboo & Seyed Iravani, 2018. "Managing Customer Expectations and Priorities in Service Systems," Management Science, INFORMS, vol. 64(8), pages 3942-3970, August.
    5. Siddharth Prakash Singh & Mohammad Delasay & Alan Scheller‐Wolf, 2023. "Real‐time delay announcement under competition," Production and Operations Management, Production and Operations Management Society, vol. 32(3), pages 863-881, March.
    6. Rouba Ibrahim, 2018. "Sharing delay information in service systems: a literature survey," Queueing Systems: Theory and Applications, Springer, vol. 89(1), pages 49-79, June.

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