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Bayesian Analysis of Abandonment in Call Center Operations

  • Published:2012-10-08 Issue:2 Volume:30 Page:141-156
  • ISSN:1524-1904
  • Container-title:Applied Stochastic Models in Business and Industry
  • language:en
  • Short-container-title:Appl. Stochastic Models Bus. Ind.

Author:

Aktekin Tevfik1,Soyer Refik2

Affiliation:

1. Department of Decision Sciences; University of New Hampshire; USA

2. Department of Decision Sciences; The George Washington University; USA

Publisher

Wiley

Subject

Management Science and Operations Research,General Business, Management and Accounting,Modelling and Simulation

Reference36 articles.

1. A model for rational abandonments from invisible queues;Mandelbaum;Queueing Systems,2000

2. Statistical analysis of a telephone call center: A queueing-science perspective;Brown;Journal of the American Statistical Association,2005

3. The modern call center: A multi-disciplinary perspective on operations management research;Aksin;Production and Operations Management,2007

4. Designing a call center with impatient customers;Garnett;Manufacturing and Service Operations Management,2002

5. Single server queues with impatient customers;Baccelli;Advances in Applied Probability,1984

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