Don’t Call Us, We’ll Call You: An Empirical Study of Caller Behavior Under a Callback Option

References

• Akşin Z, Armony M, Mehrotra V (2007) The modern call center: A multi-disciplinary perspective on operations management research. Production Oper. Management 16(6):665–688.Crossref, Google Scholar
• Akşin Z, Ata B, Emadi SM, Su C-L (2013) Structural estimation of callers’ delay sensitivity in call centers. Management Sci. 59(12):2727–2746.Link, Google Scholar
• Akşin Z, Ata B, Emadi SM, Su C-L (2016) Impact of delay announcements in call centers: An empirical approach. Oper. Res. 65(1):242–265.Link, Google Scholar
• Allon G, Bassamboo A (2011) The impact of delaying the delay announcements. Oper. Res. 59(5):1198–1210.Link, Google Scholar
• Allon G, Hanany E (2012) Cutting in line: Social norms in queues. Management Sci. 58(3):493–506.Link, Google Scholar
• Allon G, Bassamboo A, Gurvich I (2011a) “We will be right with you”: Managing customer expectations with vague promises and cheap talk. Oper. Res. 59(6):1382–1394.Link, Google Scholar
• Allon G, Federgruen A, Pierson M (2011b) How much is a reduction of your customers’ wait worth? An empirical study of the fast-food drive-thru industry based on structural estimation methods. Manufacturing Service Oper. Management 13(4):489–507.Link, Google Scholar
• Ansari A, Mela CF, Neslin SA (2008) Customer channel migration. J. Marketing Res. 45(1):60–76.Crossref, Google Scholar
• Armony M, Maglaras C (2004a) Contact centers with a call-back option and real-time delay information. Oper. Res. 52(4):527–545.Link, Google Scholar
• Armony M, Maglaras C (2004b) On customer contact centers with a call-back option: Customer decisions, routing rules, and system design. Oper. Res. 52(2):271–292.Link, Google Scholar
• Ata B, Peng X (2020) An optimal callback policy for general arrival processes: A pathwise analysis. Oper. Res. 68(2):327–347.Google Scholar
• Bartholomew DJ, Knott M, Moustaki I (2011) Latent Variable Models and Factors Analysis: A Unified Approach (John Wiley & Sons, Hoboken, NJ).Crossref, Google Scholar
• Batt RJ, Terwiesch C (2015) Waiting patiently: An empirical study of queue abandonment in an emergency department. Management Sci. 61(1):39–59.Link, Google Scholar
• Bitran GR, Ferrer J-C, Rocha e Oliveira P (2008) Om forum-managing customer experiences: Perspectives on the temporal aspects of service encounters. Manufacturing Service Oper. Management 10(1):61–83.Link, Google Scholar
• Biyalogorsky E, Carmon Z, Fruchter GE, Gerstner E (1999) Research note: Overselling with opportunistic cancellations. Marketing Sci. 18(4):605–610.Link, Google Scholar
• Bray RL, Mendelson H (2015) Production smoothing and the bullwhip effect. Manufacturing Service Oper. Management 17(2):208–220.Link, Google Scholar
• Bray RL, Yao Y, Duan Y, Huo J (2019) Ration gaming and the bullwhip effect. Oper. Res. 67(2):453–467.Abstract, Google Scholar
• Brown L, Gans N, Mandelbaum A, Sakov A, Shen H, Zeltyn S, Zhao L (2005) Statistical analysis of a telephone call center: A queueing-science perspective. J. Amer. Statist. Assoc. 100(469):36–50.Crossref, Google Scholar
• Buell RW, Campbell D, Frei FX (2016) How do customers respond to increased service quality competition? Manufacturing Service Oper. Management 18(4):585–607.Link, Google Scholar
• Colak A, Bray R (2016) Why do automakers initiate recalls? A structural econometric game. Preprint, submitted November 3, http://dx.doi.org/10.2139/ssrn.2682645.Google Scholar
• ContactBabel (2019) US contact center decision makers' guide, 12th ed. Accessed May 5, 2020, http://www.contactbabel.com/reports.cfm.Google Scholar
• Cui S, Su X, Veeraraghavan S (2019) A model of rational retrials in queues. Oper. Res. 67(6):1699–1718.Link, Google Scholar
• Deshpande V, Arıkan M (2012) The impact of airline flight schedules on flight delays. Manufacturing Service Oper. Management 14(3):423–440.Link, Google Scholar
• Emadi SM, Swaminathan JM (2018) Customer learning in call centers from previous waiting experiences. Oper. Res. 66(5):1433–1456.Link, Google Scholar
• Fisher M, Gallino S, Li J (2017) Competition-based dynamic pricing in online retailing: A methodology validated with field experiments. Management Sci. 64(6):2496–2514.Link, Google Scholar
• Guo P, Zipkin P (2007) Analysis and comparison of queues with different levels of delay information. Management Sci. 53(6):962–970.Link, Google Scholar
• Hassin R, Haviv M (1995) Equilibrium strategies for queues with impatient customers. Oper. Res. Lett. 17(1):41–45.Crossref, Google Scholar
• Hassin R, Haviv M (2003) To Queue or Not to Queue: Equilibrium Behavior in Queueing Systems, vol. 59 (Springer Science & Business Media, New York).Crossref, Google Scholar
• Hathaway B, Emadi S, Deshpande V (2020) Personalized priority policies in call centers using past customer interaction information. Preprint, submitted May 8, https://papers.ssrn.com/sol3/papers.cfm?abstract_id=3596178.Google Scholar
• Horowitz JL (2001) The bootstrap. Heckman JJ, Leamer E, eds. Handbook of Econometrics, vol. 5 (Elsevier, New York), 3159–3228.Google Scholar
• Ibrahim R, Whitt W (2009) Real-time delay estimation in overloaded multiserver queues with abandonments. Management Sci. 55(10):1729–1742.Link, Google Scholar
• Iyer AV, Deshpande V, Wu Z (2003) A postponement model for demand management. Management Sci. 49(8):983–1002.Link, Google Scholar
• Kabra A, Belavina E, Girotra K (2019) Bike-share systems: Accessibility and availability. Management Sci., ePub ahead of print November 13, https://doi.org/10.1287/mnsc.2019.3407.Google Scholar
• Kamakura WA, Russell GJ (1989) A probabilistic choice model for market segmentation and elasticity structure. J. Marketing Res. 26(4):379–390.Crossref, Google Scholar
• Kim SW, Olivare M, Weintraub GY (2014) Measuring the performance of large-scale combinatorial auctions: A structural estimation approach. Management Sci. 60(5):1180–1201.Link, Google Scholar
• Kushwaha T, Shankar V (2013) Are multichannel customers really more valuable? The moderating role of product category characteristics. J. Marketing 77(4):67–85.Crossref, Google Scholar
• Leclerc F, Schmitt BH, Dube L (1995) Waiting time and decision making: Is time like money? J. Consumer Res. 22(1):110–119.Crossref, Google Scholar
• Legros B, Jouini O, Koole G (2016) Optimal scheduling in call centers with a callback option. Performance Evaluation 95:1–40.Crossref, Google Scholar
• Li J, Granados N, Netessine S (2014) Are consumers strategic? Structural estimation from the air-travel industry. Management Sci. 60(9):2114–2137.Link, Google Scholar
• Lu Y, Musalem A, Olivares M, Schilkrut A (2013) Measuring the effect of queues on customer purchases. Management Sci. 59(8):1743–1763.Link, Google Scholar
• Mandelbaum A, Shimkin N (2000) A model for rational abandonments from invisible queues. Queueing Systems 36(1-3):141–173.Crossref, Google Scholar
• Mandelbaum A, Zeltyn S (2013) Data-stories about (im) patient customers in tele-queues. Queueing Systems 75(2-4):115–146.Crossref, Google Scholar
• Moon K, Bimpikis K, Mendelson H (2017) Randomized markdowns and online monitoring. Management Sci. 64(3):1271–1290.Link, Google Scholar
• Naor P (1969) The regulation of queue size by levying tolls. Econometrica 37(1):15–24.Crossref, Google Scholar
• Odlyzko A (1999). Paris metro pricing for the Internet. Proc. 1st ACM Conf. on Electronic Commerce (ACM, New York), 140–147.Google Scholar
• Olivares M, Terwiesch C, Cassorla L (2008) Structural estimation of the newsvendor model: An application to reserving operating room time. Management Sci. 54(1):41–55.Link, Google Scholar
• Osadchiy N, Kc D (2017) Are patients patient? The role of time to appointment in patient flow. Production Oper. Management 26(3):469–490.Crossref, Google Scholar
• Shimkin N, Mandelbaum A (2004) Rational abandonment from tele-queues: Nonlinear waiting costs with heterogeneous preferences. Queueing Systems 47(1–2):117–146.Crossref, Google Scholar
• Suck R, Holling H (1997) Stress caused by waiting: A theoretical evaluation of a mathematical model. J. Math. Psych. 41(3):280–286.Crossref, Google Scholar
• Valentini S, Montaguti E, Neslin SA (2011) Decision process evolution in customer channel choice. J. Marketing 75(6):72–86.Crossref, Google Scholar
• Yang L, Debo L, Gupta V (2016) Trading time in a congested environment. Management Sci. 63(7):2377–2395.Link, Google Scholar
• Yang L, Debo LG, Gupta V (2019) Search among queues under quality differentiation. Management Sci. 65(8):3605–3623.Link, Google Scholar
• Yu Q, Allon G, Bassamboo A (2016) How do delay announcements shape customer behavior? an empirical study. Management Sci. 63(1):1–20.Link, Google Scholar
• Yu Q, Allon G, Bassamboo A, Iravani S (2018) Managing customer expectations and priorities in service systems. Management Sci. 64(8):3942–3970.Link, Google Scholar