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Reverse-Pricing-Verfahren und deren Möglichkeiten zur Messung von individuellen Suchkosten und Zahlungsbereitschaften

Author

Listed:
  • Martin Spann

    (Johann Wolfgang Goethe-Universität Frankfurt am Main)

  • Bernd Skiera

    (Johann Wolfgang Goethe-Universität Frankfurt am Main)

  • Björn Schäfers

    (Christian-Albrechts-Universität zu Kiel)

Abstract

Zusammenfassung In einem Inbound Call-Center muss die Anzahl der eingesetzten Agenten im Zeitablauf dem zeitlich schwankenden Anrufaufkommen angepasst werden. In der Praxis werden vielfach einzelne Halbstundenintervalle isoliert betrachtet, und man ermittelt eine solche Anzahl von Agenten, bei der die Wartezeit der Anrufer auf einen Agenten gerade unter einer vorgegebenen Schranke bleibt. In diesem Aufsatz wird dagegen die Frage nach einer gewinnmaximierenden Allokation der Agenten zum Beispiel über eine ganze Woche gestellt. Dabei zeigt sich, dass neben der Anzahl eingesetzter Agenten auch die Anzahl angebotener Wartepositionen eine wichtige Entscheidungsvariable ist und dass eine gewinn-maximierende Agentenallokation auch die Art der verwendeten Servicerufnummer berücksichtigen muss.

Suggested Citation

  • Martin Spann & Bernd Skiera & Björn Schäfers, 2005. "Reverse-Pricing-Verfahren und deren Möglichkeiten zur Messung von individuellen Suchkosten und Zahlungsbereitschaften," Schmalenbach Journal of Business Research, Springer, vol. 57(2), pages 107-128, March.
    • Handle: RePEc:spr:sjobre:v:57:y:2005:i:2:d:10.1007_bf03371629
    DOI: 10.1007/BF03371629
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    References listed on IDEAS

    as
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    More about this item

    Keywords

    M31; D4; D11; D12;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • D4 - Microeconomics - - Market Structure, Pricing, and Design
    • D11 - Microeconomics - - Household Behavior - - - Consumer Economics: Theory
    • D12 - Microeconomics - - Household Behavior - - - Consumer Economics: Empirical Analysis

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