Seyed Morteza Emadi, Jayashankar M. Swaminathan. Customer Learning in Call Centers from Previous Waiting Experiences. Operations Research, 66(5):1433-1456, 2018. [doi]
@article{EmadiS18,
title = {Customer Learning in Call Centers from Previous Waiting Experiences},
author = {Seyed Morteza Emadi and Jayashankar M. Swaminathan},
year = {2018},
doi = {10.1287/opre.2018.1738},
url = {https://doi.org/10.1287/opre.2018.1738},
researchr = {https://researchr.org/publication/EmadiS18},
cites = {0},
citedby = {0},
journal = {Operations Research},
volume = {66},
number = {5},
pages = {1433-1456},
}