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Improving Service by Informing Customers About Anticipated Delays

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Cited by:

  1. Elvin Coban & Aliza Heching & Alan Scheller‐Wolf, 2019. "Service Center Staffing with Cross‐Trained Agents and Heterogeneous Customers," Production and Operations Management, Production and Operations Management Society, vol. 28(4), pages 788-809, April.
  2. Aguir, M. Salah & Aksin, O. Zeynep & Karaesmen, Fikri & Dallery, Yves, 2008. "On the interaction between retrials and sizing of call centers," European Journal of Operational Research, Elsevier, vol. 191(2), pages 398-408, December.
  3. Siddharth Prakash Singh & Mohammad Delasay & Alan Scheller‐Wolf, 2023. "Real‐time delay announcement under competition," Production and Operations Management, Production and Operations Management Society, vol. 32(3), pages 863-881, March.
  4. Noah Gans & Ger Koole & Avishai Mandelbaum, 2003. "Telephone Call Centers: Tutorial, Review, and Research Prospects," Manufacturing & Service Operations Management, INFORMS, vol. 5(2), pages 79-141, September.
  5. Rouba Ibrahim & Mor Armony & Achal Bassamboo, 2017. "Does the Past Predict the Future? The Case of Delay Announcements in Service Systems," Management Science, INFORMS, vol. 63(6), pages 1762-1780, June.
  6. David L. Jagerman & Benjamin Melamed, 2003. "Models and Approximations for Call Center Design," Methodology and Computing in Applied Probability, Springer, vol. 5(2), pages 159-181, June.
  7. Ibrahim, Rouba & Ye, Han & L’Ecuyer, Pierre & Shen, Haipeng, 2016. "Modeling and forecasting call center arrivals: A literature survey and a case study," International Journal of Forecasting, Elsevier, vol. 32(3), pages 865-874.
  8. Wang, Jinting & Zhang, Feng, 2013. "Strategic joining in M/M/1 retrial queues," European Journal of Operational Research, Elsevier, vol. 230(1), pages 76-87.
  9. Rouba Ibrahim, 2018. "Sharing delay information in service systems: a literature survey," Queueing Systems: Theory and Applications, Springer, vol. 89(1), pages 49-79, June.
  10. Athanasia Manou & Antonis Economou & Fikri Karaesmen, 2014. "Strategic Customers in a Transportation Station: When Is It Optimal to Wait?," Operations Research, INFORMS, vol. 62(4), pages 910-925, August.
  11. Mor Armony & Constantinos Maglaras, 2004. "Contact Centers with a Call-Back Option and Real-Time Delay Information," Operations Research, INFORMS, vol. 52(4), pages 527-545, August.
  12. Stefan Helber & Raik Stolletz & Sophie Bothe, 2005. "Erfolgszielorientierte Agentenallokation in Inbound Call-Centern," Schmalenbach Journal of Business Research, Springer, vol. 57(1), pages 3-32, February.
  13. Zeynep Akşin & Baris Ata & Seyed Morteza Emadi & Che-Lin Su, 2017. "Impact of Delay Announcements in Call Centers: An Empirical Approach," Operations Research, INFORMS, vol. 65(1), pages 242-265, February.
  14. Rouba Ibrahim & Ward Whitt, 2011. "Wait-Time Predictors for Customer Service Systems with Time-Varying Demand and Capacity," Operations Research, INFORMS, vol. 59(5), pages 1106-1118, October.
  15. Achal Bassamboo & J. Michael Harrison & Assaf Zeevi, 2009. "Pointwise Stationary Fluid Models for Stochastic Processing Networks," Manufacturing & Service Operations Management, INFORMS, vol. 11(1), pages 70-89, August.
  16. Qiuping Yu & Gad Allon & Achal Bassamboo & Seyed Iravani, 2018. "Managing Customer Expectations and Priorities in Service Systems," Management Science, INFORMS, vol. 64(8), pages 3942-3970, August.
  17. Otis B. Jennings & Jamol Pender, 2016. "Comparisons of ticket and standard queues," Queueing Systems: Theory and Applications, Springer, vol. 84(1), pages 145-202, October.
  18. Jamol Pender & Richard Rand & Elizabeth Wesson, 2020. "A Stochastic Analysis of Queues with Customer Choice and Delayed Information," Mathematics of Operations Research, INFORMS, vol. 45(3), pages 1104-1126, August.
  19. Ming Hu & Yang Li & Jianfu Wang, 2018. "Efficient Ignorance: Information Heterogeneity in a Queue," Management Science, INFORMS, vol. 64(6), pages 2650-2671, June.
  20. Veeraruna Kavitha & Jayakrishnan Nair & Raman Kumar Sinha, 2019. "Pseudo conservation for partially fluid, partially lossy queueing systems," Annals of Operations Research, Springer, vol. 277(2), pages 255-292, June.
  21. Dengpan Liu & Subodha Kumar & Vijay S. Mookerjee, 2012. "Advertising Strategies in Electronic Retailing: A Differential Games Approach," Information Systems Research, INFORMS, vol. 23(3-part-2), pages 903-917, September.
  22. Zhongbin Wang & Jinting Wang, 2019. "Information heterogeneity in a retrial queue: throughput and social welfare maximization," Queueing Systems: Theory and Applications, Springer, vol. 92(1), pages 131-172, June.
  23. Lu, Yuwei & Xie, Xiaolan & Jiang, Zhibin, 2018. "Dynamic appointment scheduling with wait-dependent abandonment," European Journal of Operational Research, Elsevier, vol. 265(3), pages 975-984.
  24. Jianfu Wang & Ming Hu, 2020. "Efficient Inaccuracy: User-Generated Information Sharing in a Queue," Management Science, INFORMS, vol. 66(10), pages 4648-4666, October.
  25. Guo, Pengfei & Zipkin, Paul, 2009. "The effects of the availability of waiting-time information on a balking queue," European Journal of Operational Research, Elsevier, vol. 198(1), pages 199-209, October.
  26. Yong Tan & Kamran Moinzadeh & Vijay S. Mookerjee, 2005. "Optimal Processing Policies for an e-Commerce Web Server," INFORMS Journal on Computing, INFORMS, vol. 17(1), pages 99-110, February.
  27. Sweeney, Kevin D. & Sweeney, Donald C. & Campbell, James F., 2019. "The performance of priority dispatching rules in a complex job shop: A study on the Upper Mississippi River," International Journal of Production Economics, Elsevier, vol. 216(C), pages 154-172.
  28. Bryan, Nana & Srinivasan, Mandyam M., 2014. "Real-time order tracking for supply systems with multiple transportation stages," European Journal of Operational Research, Elsevier, vol. 236(2), pages 548-560.
  29. Pengfei Guo & Moshe Haviv & Zhenwei Luo & Yulan Wang, 2022. "Optimal queue length information disclosure when service quality is uncertain," Production and Operations Management, Production and Operations Management Society, vol. 31(5), pages 1912-1927, May.
  30. Yong Tan & Vijay S. Mookerjee, 2005. "Allocating Spending Between Advertising and Information Technology in Electronic Retailing," Management Science, INFORMS, vol. 51(8), pages 1236-1249, August.
  31. Gabriel R. Bitran & Juan-Carlos Ferrer & Paulo Rocha e Oliveira, 2008. "OM Forum--Managing Customer Experiences: Perspectives on the Temporal Aspects of Service Encounters," Manufacturing & Service Operations Management, INFORMS, vol. 10(1), pages 61-83, July.
  32. Zhang, Zhe George & Yin, Xiaoling, 2021. "Information and pricing effects in two-tier public service systems," International Journal of Production Economics, Elsevier, vol. 231(C).
  33. Susan H. Xu & Long Gao & Jihong Ou, 2007. "Service Performance Analysis and Improvement for a Ticket Queue with Balking Customers," Management Science, INFORMS, vol. 53(6), pages 971-990, June.
  34. Vasiliki Kostami & Amy R. Ward, 2009. "Managing Service Systems with an Offline Waiting Option and Customer Abandonment," Manufacturing & Service Operations Management, INFORMS, vol. 11(4), pages 644-656, November.
  35. Constantinos Maglaras & Assaf Zeevi, 2005. "Pricing and Design of Differentiated Services: Approximate Analysis and Structural Insights," Operations Research, INFORMS, vol. 53(2), pages 242-262, April.
  36. Ward Whitt, 1999. "Predicting Queueing Delays," Management Science, INFORMS, vol. 45(6), pages 870-888, June.
  37. Zeynep Akşin & Barış Ata & Seyed Morteza Emadi & Che-Lin Su, 2013. "Structural Estimation of Callers' Delay Sensitivity in Call Centers," Management Science, INFORMS, vol. 59(12), pages 2727-2746, December.
  38. Philipp Afèche & Opher Baron & Yoav Kerner, 2013. "Pricing Time-Sensitive Services Based on Realized Performance," Manufacturing & Service Operations Management, INFORMS, vol. 15(3), pages 492-506, July.
  39. Miao Yu & Yu Zhao & Chunguang Chang & Liangliang Sun, 2023. "Fluid models for customer service web chat systems with interactive automated service," Flexible Services and Manufacturing Journal, Springer, vol. 35(2), pages 572-598, June.
  40. Boris N. Oreshkin & Nazim Réegnard & Pierre L’Ecuyer, 2016. "Rate-Based Daily Arrival Process Models with Application to Call Centers," Operations Research, INFORMS, vol. 64(2), pages 510-527, April.
  41. Pengfei Guo & Paul Zipkin, 2007. "Analysis and Comparison of Queues with Different Levels of Delay Information," Management Science, INFORMS, vol. 53(6), pages 962-970, June.
  42. Donald P. Gaver & Patricia A. Jacobs & Gennady Samorodnitsky & Kevin D. Glazebrook, 2006. "Modeling and analysis of uncertain time‐critical tasking problems," Naval Research Logistics (NRL), John Wiley & Sons, vol. 53(6), pages 588-599, September.
  43. Z. Justin Ren & Yong-Pin Zhou, 2008. "Call Center Outsourcing: Coordinating Staffing Level and Service Quality," Management Science, INFORMS, vol. 54(2), pages 369-383, February.
  44. Qiuping Yu & Gad Allon & Achal Bassamboo, 2021. "The Reference Effect of Delay Announcements: A Field Experiment," Management Science, INFORMS, vol. 67(12), pages 7417-7437, December.
  45. Slotnick, Susan A. & Sobel, Matthew J., 2005. "Manufacturing lead-time rules: Customer retention versus tardiness costs," European Journal of Operational Research, Elsevier, vol. 163(3), pages 825-856, June.
  46. Gad Allon & Achal Bassamboo, 2011. "The Impact of Delaying the Delay Announcements," Operations Research, INFORMS, vol. 59(5), pages 1198-1210, October.
  47. Jouini, Oualid & Dallery, Yves & Aksin, Zeynep, 2009. "Queueing models for full-flexible multi-class call centers with real-time anticipated delays," International Journal of Production Economics, Elsevier, vol. 120(2), pages 389-399, August.
  48. Pengfei Guo & Zhe George Zhang, 2013. "Strategic Queueing Behavior and Its Impact on System Performance in Service Systems with the Congestion-Based Staffing Policy," Manufacturing & Service Operations Management, INFORMS, vol. 15(1), pages 118-131, September.
  49. Zhi-Long Chen & Nicholas G. Hall, 2008. "Maximum Profit Scheduling," Manufacturing & Service Operations Management, INFORMS, vol. 10(1), pages 84-107, February.
  50. Ward Whitt, 2005. "Engineering Solution of a Basic Call-Center Model," Management Science, INFORMS, vol. 51(2), pages 221-235, February.
  51. Shiliang Cui & Senthil Veeraraghavan, 2016. "Blind Queues: The Impact of Consumer Beliefs on Revenues and Congestion," Management Science, INFORMS, vol. 62(12), pages 3656-3672, December.
  52. Qiuping Yu & Gad Allon & Achal Bassamboo, 2017. "How Do Delay Announcements Shape Customer Behavior? An Empirical Study," Management Science, INFORMS, vol. 63(1), pages 1-20, January.
  53. Sun, Yimeng & Zhao, Eric, 2023. "Mathematical Models for Rural Doctor Service Efficiency: Applying Queuing Theory and Operations Research to Improve Healthcare Services," SocArXiv nvhmf, Center for Open Science.
  54. Whitt, Ward, 2012. "Fitting birth-and-death queueing models to data," Statistics & Probability Letters, Elsevier, vol. 82(5), pages 998-1004.
  55. Najiya Fatma & Varun Ramamohan, 2023. "Patient diversion using real-time delay predictions across healthcare facility networks," OR Spectrum: Quantitative Approaches in Management, Springer;Gesellschaft für Operations Research e.V., vol. 45(2), pages 437-476, June.
  56. Chester Chambers & Panagiotis Kouvelis, 2006. "Modeling and Managing the Percentage of Satisfied Customers in Hidden and Revealed Waiting Line Systems," Production and Operations Management, Production and Operations Management Society, vol. 15(1), pages 103-116, March.
  57. Karen Donohue & Özalp Özer, 2020. "Behavioral Operations: Past, Present, and Future," Manufacturing & Service Operations Management, INFORMS, vol. 22(1), pages 191-202, January.
  58. Avishai Mandelbaum & Alexander L. Stolyar, 2004. "Scheduling Flexible Servers with Convex Delay Costs: Heavy-Traffic Optimality of the Generalized cμ-Rule," Operations Research, INFORMS, vol. 52(6), pages 836-855, December.
  59. Oualid Jouini & Zeynep Akşin & Yves Dallery, 2011. "Call Centers with Delay Information: Models and Insights," Manufacturing & Service Operations Management, INFORMS, vol. 13(4), pages 534-548, October.
  60. Mor Armony & Nahum Shimkin & Ward Whitt, 2009. "The Impact of Delay Announcements in Many-Server Queues with Abandonment," Operations Research, INFORMS, vol. 57(1), pages 66-81, February.
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