Call Center Performance

The publications below present some of the findings of the Center's call center research. Click on the title to see the abstract. Click on the icon to download the entire paper. (You will need the free Acrobat Reader from Adobe).

Value Creation in Service Delivery: Relating Market Segmentation, Incentive and Operational Performance
Zeynep Aksin Karaesmen, December 2003

Statistical Analysis of a Telephone Call Center: A Queueing-Science Perspective
Lawrence Brown, Noah Gans, Avishai Mandelbaum, Anat Sakov, Haipeng Shen, Sergey Zeltyn and Linda Zhao, November 2002

Patrick T. Harker and Stavros A. Zenios, eds. Performance of Financial Institutions. Cambridge University Press. New York: July 2000.

It's Not Just the ATMs: Technology, Firm Strategies, Jobs, and Earnings in Retail Banking
Larry W. Hunter, Annette Bernhardt, Katherine L. Hughes and Eva Skuratowicz, June 2000

What Makes a High-Performance Workplace? Evidence from Retail Bank Branches
Larry W. Hunter and Lorin M. Hitt, June 2000

A Single-Server Queue with Markov Modulated Service Times
Yong-Pin Zhou and Noah Gans, October 1999

Marriages of Convenience and Other Trade-offs: Exploring the Ambivalent Nature of Organizational Relationships
Michael G. Pratt and Lorna Doucet, September 1999

Managing Learning and Turnover in Employee Staffing
Noah Gans and Yong-Pin Zhou, July 1999

Opening the Box: Information Technology, Work Practices, and Wages
Larry W. Hunter and John J. Lafkas, June 1999

Value Creation and Process Management: Evidence from Retail Banking
Frances X. Frei and Patrick T. Harker, March 1999

Do Better Customers Utilize Electronic Distribution Channels? The Case of PC Banking
Lorin M. Hitt, Frances X. Frei and Patrick T. Harker, November 1998

How Financial Firms Decide on Technology
Lorin M. Hitt, Frances X. Frei and Patrick T. Harker, November 1998

Computing Performance Measures in a Multi-Class Multi-Resource Processor-Shared Loss System
O. Zeynep Aksin and Patrick T. Harker, October 1998

Effective Call Center Management: Evidence from Financial Services
Ann Evensen, Patrick T. Harker and Frances X. Frei, August 1998

Responsiveness: Emotion and Information Dynamics in Service Interactions
Lorna Doucet, April 1998

Innovation in Retail Banking
Frances X. Frei, Patrick T. Harker and Larry W. Hunter, November 1997

Process Variation as a Determinant of Service Quality and Bank Performance: Evidence from the Retail Banking Study
Frances X. Frei, Ravi Kalakota and Leslie M. Marx, May 1997

Inside the Black Box: What Makes a Bank Efficient?
Frances X. Frei, Patrick T. Harker and Larry W. Hunter, April 1997

Examining the Contribution of Information Technology Toward Productivity and Profitability in U.S. Retail Banking
Baba Prasad and Patrick T. Harker, March 1997

To Sell or Not To Sell: Determining the Tradeoffs between Service and Sales in Retail Banking Phone Centers
O. Zeynep Aksin and Patrick T. Harker, January 1996