Structural Estimation of Callers' Delay Sensitivity in Call Centers von Akşin, Zeynep, Ata, Bariş, Emadi, Seyed Morteza, Su, Che-Lin

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Front-office multitasking between service encounters and back-office tasks von Legros, Benjamin, Jouini, Oualid, Akşin, O. Zeynep, Koole, Ger

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Call Center Delay Announcement Using a Newsvendor-Like Performance Criterion von Jouini, Oualid, Akşin, O. Zeynep, Karaesmen, Fikri, Aguir, M. Salah, Dallery, Yves

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Impact of Delay Announcements in Call Centers: An Empirical Approach von Akşin, Zeynep, Ata, Baris, Emadi, Seyed Morteza, Sub, Che-Lin

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Call Center Outsourcing Contract Analysis and Choice von Aksin, O. Zeynep, de Vericourt, Francis, Karaesmen, Fikri

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Flexibility Structure and Capacity Design with Human Resource Considerations von Akşin, O. Zeynep, Çakan, Nesrin, Karaesmen, Fikri, Örmeci, E. Lerzan

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The Modern Call Center: A Multi-Disciplinary Perspective on Operations Management Research von Aksin, Zeynep, Armony, Mor, Mehrotra, Vijay

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The impact of retrials on call center performance von Aguir, Salah, Karaesmen, Fikri, Aksin, O. Zeynep, Chauvet, Fabrice

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Call Centers with Delay Information: Models and Insights von Jouini, Oualid, Aksin, Zeynep, Dallery, Yves

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Revenue Management Through Dynamic Cross Selling in Call Centers von Lerzan Örmeci, E., Zeynep Akşin, O.

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Effective strategies for internal outsourcing and offshoring of business services: An empirical investigation von Zeynep Aksin, O., Masini, Andrea

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Modeling Customer Reactions to Sales Attempts: If Cross-Selling Backfires von Günes, Evrim D, Aksin, O Zeynep, Örmeci, E Lerzan, Özden, S Hazal

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Queueing models for full-flexible multi-class call centers with real-time anticipated delays von Jouini, Oualid, Dallery, Yves, Akşin, Zeynep

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Capacity sizing in the presence of a common shared resource: Dimensioning an inbound call center von Akşin, O.Zeynep, Harker, Patrick T.

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Caregiver support and burden drive intention to engage in a peer-to-peer exchange of services among caregivers of dementia patients von Aksin, O Zeynep, Bilgic, Basar, Guner, Perihan, Gunes, Evrim D, Kuscu, Kemal, Ormeci, E Lerzan, Sayin, Serpil, Eser, Hale Yapici

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Characterizing the performance of process flexibility structures von Akşin, O. Zeynep, Karaesmen, Fikri

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Peakedness-Based Staffing for Call Center Outsourcing von Van den Schrieck, Jean-Christophe, Akşin, Zeynep, Chevalier, Philippe

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Breast cancer screening services: trade-offs in quality, capacity, outreach, and centralization von Güneş, Evrim D, Chick, Stephen E, Akşin, O Zeynep

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Value Creation in Service Delivery: Relating Market Segmentation, Incentives, and Operational Performance von Gunes, Evrim D, Aksin, O. Zeynep

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To Sell or Not to Sell: Determining the Trade-Offs between Service and Sales in Retail Banking Phone Centers von Aksin, O. Zeynep, Harker, Patrick T.

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