Cross-Selling in a Call Center with a Heterogeneous Customer Population
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DOI: 10.1287/opre.1080.0568
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References listed on IDEAS
- Achal Bassamboo & J. Michael Harrison & Assaf Zeevi, 2006. "Design and Control of a Large Call Center: Asymptotic Analysis of an LP-Based Method," Operations Research, INFORMS, vol. 54(3), pages 419-435, June.
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Cited by:
- Ni, Guanqun & Xu, Yinfeng & Dong, Yucheng, 2013. "Price and speed decisions in customer-intensive services with two classes of customers," European Journal of Operational Research, Elsevier, vol. 228(2), pages 427-436.
- Fei Gao & Xuanming Su, 2017. "Omnichannel Retail Operations with Buy-Online-and-Pick-up-in-Store," Management Science, INFORMS, vol. 63(8), pages 2478-2492, August.
- Zhang, Ren-Qian & Zhang, Lan-Kang & Zhou, Wen-Hui & Saigal, Romesh & Wang, Hui-Wen, 2014. "The multi-item newsvendor model with cross-selling and the solution when demand is jointly normally distributed," European Journal of Operational Research, Elsevier, vol. 236(1), pages 147-159.
- Tarek Abdallah, 2019. "On the Benefit (Or Cost) of Large‐Scale Bundling," Production and Operations Management, Production and Operations Management Society, vol. 28(4), pages 955-969, April.
- Xiaofang Wang & Laurens G. Debo & Alan Scheller-Wolf & Stephen F. Smith, 2010. "Design and Analysis of Diagnostic Service Centers," Management Science, INFORMS, vol. 56(11), pages 1873-1890, November.
- Mor Armony & Efrat Perel & Nir Perel & Uri Yechiali, 2019. "Exact analysis for multiserver queueing systems with cross selling," Annals of Operations Research, Springer, vol. 274(1), pages 75-100, March.
- Vasiliki Kostami & Sampath Rajagopalan, 2014. "Speed–Quality Trade-Offs in a Dynamic Model," Manufacturing & Service Operations Management, INFORMS, vol. 16(1), pages 104-118, February.
- Xiaofang Wang & Laurens G. Debo & Alan Scheller‐Wolf & Stephen F. Smith, 2012. "Service design at diagnostic service centers," Naval Research Logistics (NRL), John Wiley & Sons, vol. 59(8), pages 613-628, December.
- Guodong Pang & Ohad Perry, 2015. "A Logarithmic Safety Staffing Rule for Contact Centers with Call Blending," Management Science, INFORMS, vol. 61(1), pages 73-91, January.
- Zhankun Sun & Nilay Tan?k Argon & Serhan Ziya, 2018. "Patient Triage and Prioritization Under Austere Conditions," Management Science, INFORMS, vol. 64(10), pages 4471-4489, October.
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Keywords
call centers; cross-selling; queueing systems; revenue management; pricing;All these keywords.
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