Poor employee–customer interactions influence customer satisfaction and employee well-
being. In studying these negative exchanges, researchers tend to take either the perspective …

Abstract Service providers routinely share information about upcoming waiting times with
their customers, through delay announcements. The need to effectively manage the …

Call centers are an increasingly important part of today's business world, employing millions
of agents across the globe and serving as a primary customer‐facing channel for firms in …

Information about delays can enhance service quality in many industries. Delay information
can take many forms, with different degrees of precision. Different levels of information have …

In many service industries, customers have to wait for service. When customers have a
choice, this waiting may influence their service experience, sojourn time, and ultimately …

In this paper, we explore the impact of delay announcements using an empirical approach
by analyzing the data from a medium-sized call center. We first explore the question of …

We model the decision-making process of callers in call centers as an optimal stop**
problem. After each waiting period, a caller decides whether to abandon a call or continue to …

We investigate the impact of delay announcements on the coordination within hospital
networks using a combination of empirical observations and numerical experiments. We …

This paper studies the performance impact of making delay announcements to arriving
customers who must wait before starting service in a many-server queue with customer …

Die Psychologie der Dienstleistung erforscht das Erleben und Verhalten von Dienstleistern
und Kunde sowie die Interaktionsprozesse zwischen diesen beiden Akteuren. Die …