The Co-Production of Service: Modeling Service Times in Contact Centers Using Hawkes Processes. - Andrew Daw; Antonio Castellanos; Galit B. Yom-Tov; Jamol Pender; Leor Gruendlinger (CoRR, 2020)

The Co-Production of Service: Modeling Services in Contact Centers Using Hawkes Processes. - Andrew Daw; Antonio Castellanos; Galit B. Yom-Tov; Jamol Pender; Leor Gruendlinger (Manag. Sci., 2025)