The Service Recovery Paradox in a Call-Center Context: Compensation and Timeliness in Recovering Mobile Customers.
Raquel Reis SoaresJoão F. ProençaP. K. KannanPublished in: HICSS (2014)
Keyphrases
- call center
- service quality
- service level
- customer service
- service systems
- heavy traffic
- asymptotically optimal
- arrival rate
- queueing model
- service times
- customer satisfaction
- customer classes
- context aware
- customer support
- operational decisions
- context aware services
- mobile devices
- customer relationship management
- fluid model
- agent technology
- mobile services
- service providers
- single server
- queueing systems
- queue length
- arrival process
- single server queue
- databases