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Call Center Delay Announcement Using a Newsvendor-Like Performance Criterion

  • Published:2014-09-16 Issue:4 Volume:24 Page:587-604
  • ISSN:1059-1478
  • Container-title:Production and Operations Management
  • language:en
  • Short-container-title:Prod Oper Manag

Author:

Jouini Oualid1,Akşin O. Zeynep2,Karaesmen Fikri2,Aguir M. Salah3,Dallery Yves1

Affiliation:

1. Laboratoire Genie Industriel; Ecole Centrale Paris; Grande Voie des Vignes 92290 Châtenay-Malabry France

2. Koç University; Rumeli Feneri Yolu 34450 Sariyer-Istanbul Turkey

3. Ecole Supérieure de Technologie et d'Informatique; 45 Rue des Entrepreneurs 2035 Charguia II Tunis Tunisia

Publisher

Wiley

Subject

Management of Technology and Innovation,Industrial and Manufacturing Engineering,Management Science and Operations Research

Reference31 articles.

1. Aksin , O. Z. B. Ata S. Emadi C. L. Su 2013 Impact of delay announcements in call centers: An empirical approach Koc University

2. “We will be right with you”: Managing customers with vague promises;Allon;Oper. Res.,2011

3. Consumer dissatisfaction: The effect of disconfirmed expectancy on perceived product performance;Anderson;J. Mark. Res.,1973

4. Contact centers with a call-back option and real-time delay information;Armony;Oper. Res.,2004

5. The impact of delay announcements in many-server queues with abandonment;Armony;Oper. Res.,2009

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