Service Convenience on Call Centers: Impacts on Repurchase.

João F. Proença Marisa Fernandes

Published in: IESS (2015)

Keyphrases

call center
service quality
heavy traffic
service level
service systems
arrival rate
asymptotically optimal
queueing model
customer service
service times
queue length
steady state
agent technology
arrival process
customer satisfaction
long run
database