Kejia Hu, Gad Allon, Achal Bassamboo. Understanding Customer Retrials in Call Centers: Preferences for Service Quality and Service Speed. Manufacturing & Service Operations Management, 24(2):1002-1020, 2022. [doi]
@article{HuAB22,
title = {Understanding Customer Retrials in Call Centers: Preferences for Service Quality and Service Speed},
author = {Kejia Hu and Gad Allon and Achal Bassamboo},
year = {2022},
doi = {10.1287/msom.2021.0976},
url = {https://doi.org/10.1287/msom.2021.0976},
researchr = {https://researchr.org/publication/HuAB22},
cites = {0},
citedby = {0},
journal = {Manufacturing & Service Operations Management},
volume = {24},
number = {2},
pages = {1002-1020},
}