Impact of Motivation and Workload on Service Time Components: An Empirical Analysis of Call Center Operations.
Ahmad M. AshkananiBenjamin B. DunfordKevin J. MumfordPublished in: Manag. Sci. (2022)
Keyphrases
- service rates
- call center
- asymptotically optimal
- customer classes
- heavy traffic
- arrival rate
- queue length
- service systems
- queueing model
- service times
- service level
- service quality
- queueing systems
- customer service
- response time
- stationary distribution
- component failures
- single server
- neural network
- service level agreements
- electronic commerce
- service providers
- multi agent