Understanding Customer Retrials in Call Centers: Preferences for Service Quality and Service Speed.
Kejia HuGad AllonAchal BassambooPublished in: Manuf. Serv. Oper. Manag. (2022)
Keyphrases
- call center
- service quality
- customer satisfaction
- service providers
- electronic commerce
- information systems
- customer service
- asymptotically optimal
- queueing model
- competitive advantage
- online shopping
- quality of service
- service systems
- heavy traffic
- customer relationship management
- information quality
- user satisfaction
- customer support
- service times
- customer classes
- real time
- customer requirements
- competitive environment
- incident management
- customer loyalty
- user preferences
- information processing
- cloud computing
- reinforcement learning
- web services
- decision making
- databases