连接延迟通知、放弃和服务时间

Eric M. Webb, Qiuping Yu, Kurt M. Bretthauer
{"title":"连接延迟通知、放弃和服务时间","authors":"Eric M. Webb, Qiuping Yu, Kurt M. Bretthauer","doi":"10.2139/ssrn.3706565","DOIUrl":null,"url":null,"abstract":"Using call center field data, we examine the reference-dependent impact of delay announcements on both customer abandonment behavior and time spent in service. Delay announcements induce a reference point telling customers how long they must wait for service. Customers behave differently before and after this reference point. Our novel contributions include demonstrating the effects of delay announcements on service time, as well as simultaneously considering both reference-dependent abandonment behavior and reference- dependent service times. One additional minute spent waiting after the reference point increases the hazard rate of abandonment by up to 52%, a much larger effect than the hazard rate decrease from having one additional minute to go before the reference point. For those customers who do not abandon, we also observe reference-dependent behavior during service. Conditional on the same total wait in queue, one additional minute spent waiting after the reference point triggers up to 21 extra seconds in service. While longer total waiting time in queue also leads to longer service time, its effect is much smaller than this reference-dependent effect. Reference-dependent behaviors in abandonment and service impact system-level congestion in opposite directions. Therefore, managers should consider both effects when considering operational decisions, including staffing and customer prioritization.","PeriodicalId":346985,"journal":{"name":"PROD: Analytical (Service) (Topic)","volume":"185 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2019-03-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"3","resultStr":"{\"title\":\"Linking Delay Announcements, Abandonment, and Service Time\",\"authors\":\"Eric M. Webb, Qiuping Yu, Kurt M. Bretthauer\",\"doi\":\"10.2139/ssrn.3706565\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"Using call center field data, we examine the reference-dependent impact of delay announcements on both customer abandonment behavior and time spent in service. Delay announcements induce a reference point telling customers how long they must wait for service. Customers behave differently before and after this reference point. Our novel contributions include demonstrating the effects of delay announcements on service time, as well as simultaneously considering both reference-dependent abandonment behavior and reference- dependent service times. One additional minute spent waiting after the reference point increases the hazard rate of abandonment by up to 52%, a much larger effect than the hazard rate decrease from having one additional minute to go before the reference point. For those customers who do not abandon, we also observe reference-dependent behavior during service. Conditional on the same total wait in queue, one additional minute spent waiting after the reference point triggers up to 21 extra seconds in service. While longer total waiting time in queue also leads to longer service time, its effect is much smaller than this reference-dependent effect. Reference-dependent behaviors in abandonment and service impact system-level congestion in opposite directions. Therefore, managers should consider both effects when considering operational decisions, including staffing and customer prioritization.\",\"PeriodicalId\":346985,\"journal\":{\"name\":\"PROD: Analytical (Service) (Topic)\",\"volume\":\"185 1\",\"pages\":\"0\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2019-03-25\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"3\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"PROD: Analytical (Service) (Topic)\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.2139/ssrn.3706565\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"\",\"JCRName\":\"\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"PROD: Analytical (Service) (Topic)","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.2139/ssrn.3706565","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 3

摘要

使用呼叫中心现场数据,我们研究了延迟通知对客户放弃行为和服务时间的参考依赖影响。延迟通知会产生一个参考点,告诉客户他们必须等待服务的时间。在这个参考点之前和之后,客户的行为是不同的。我们的新贡献包括证明延迟通知对服务时间的影响,以及同时考虑参考依赖的放弃行为和参考依赖的服务时间。在参考点之后多等待一分钟,放弃的危险率就会增加52%,比在参考点之前多等待一分钟的危险率降低的影响要大得多。对于那些不放弃的顾客,我们也观察到他们在服务过程中的参考依赖行为。在队列总等待时间相同的条件下,在参考点之后每多等待一分钟,就会在服务中触发最多21秒的额外等待时间。虽然队列总等待时间的延长也会导致服务时间的延长,但其影响远小于参考依赖效应。放弃和服务中的引用依赖行为在相反的方向上影响系统级拥塞。因此,管理者在考虑运营决策时应该考虑这两种影响,包括人员配置和客户优先级。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Linking Delay Announcements, Abandonment, and Service Time
Using call center field data, we examine the reference-dependent impact of delay announcements on both customer abandonment behavior and time spent in service. Delay announcements induce a reference point telling customers how long they must wait for service. Customers behave differently before and after this reference point. Our novel contributions include demonstrating the effects of delay announcements on service time, as well as simultaneously considering both reference-dependent abandonment behavior and reference- dependent service times. One additional minute spent waiting after the reference point increases the hazard rate of abandonment by up to 52%, a much larger effect than the hazard rate decrease from having one additional minute to go before the reference point. For those customers who do not abandon, we also observe reference-dependent behavior during service. Conditional on the same total wait in queue, one additional minute spent waiting after the reference point triggers up to 21 extra seconds in service. While longer total waiting time in queue also leads to longer service time, its effect is much smaller than this reference-dependent effect. Reference-dependent behaviors in abandonment and service impact system-level congestion in opposite directions. Therefore, managers should consider both effects when considering operational decisions, including staffing and customer prioritization.
求助全文
通过发布文献求助,成功后即可免费获取论文全文。 去求助
来源期刊
自引率
0.00%
发文量
0
×
引用
GB/T 7714-2015
复制
MLA
复制
APA
复制
导出至
BibTeX EndNote RefMan NoteFirst NoteExpress
×
提示
您的信息不完整,为了账户安全,请先补充。
现在去补充
×
提示
您因"违规操作"
具体请查看互助需知
我知道了
×
提示
确定
请完成安全验证×
copy
已复制链接
快去分享给好友吧!
我知道了
右上角分享
点击右上角分享
0
联系我们:info@booksci.cn Book学术提供免费学术资源搜索服务,方便国内外学者检索中英文文献。致力于提供最便捷和优质的服务体验。 Copyright © 2023 布克学术 All rights reserved.
京ICP备2023020795号-1
ghs 京公网安备 11010802042870号
Book学术文献互助
Book学术文献互助群
群 号:604180095
Book学术官方微信