Understanding Customer Retrials in Call Centers: Preferences for Service Quality and Service Speed

• Kejia Hu

  Kejia Hu

  [email protected]

  https://orcid.org/0000-0001-8943-7783

  Operations Management and Quantitative Methods, Owen School of Management, Vanderbilt University, Nashville, Tennessee 37215

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• Gad Allon

  Gad Allon

  [email protected]

  https://orcid.org/0000-0002-4815-6667

  Operations, Information and Decisions Department, The Wharton School, University of Pennsylvania, Philadelphia, Pennsylvania 19104

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• Achal Bassamboo

  Achal Bassamboo

  [email protected]

  Department of Managerial Economics and Decision Sciences, Kellogg School of Management, Northwestern University, Evanston, Illinois 60208

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