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My research focuses on how managers can understand customer/server decision-making behavior to design better service centers, such as call centers, back-office support centers, and emergency departments. Examples of customer decisions in these centers include which service channel to join, whether to abandon the center after waiting in queue, and whether to return to the center. Examples of server decisions include whether to hand a customer off to an expert or continue working with the customer, which customers to serve from the queue, and how many to serve at once. Once managers understand the theoretical and real-world behavior of the customers and servers, they can make more informed choices regarding: 1) which service channels to offer and how to offer them, 2) how customers should be routed through the system, and 3) when and how servers should perform handoffs.
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SSRN Electronic Journal (2023)
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SSRN Electronic Journal (2022)
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OPERATIONS RESEARCHno. 3 (2022): 843-859
SSRN Electronic Journal (2021)
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