Structural Estimation of Callers' Delay Sensitivity in Call Centers. - O. Zeynep Aksin; Baris Ata; Seyed Morteza Emadi; Che-Lin Su (Manag. Sci., 2013)

Impact of Delay Announcements in Call Centers: An Empirical Approach. - Zeynep Aksin; Baris Ata; Seyed Morteza Emadi; Che-Lin Su (Oper. Res., 2017)

Customer Learning in Call Centers from Previous Waiting Experiences. - Seyed Morteza Emadi; Jayashankar M. Swaminathan (Oper. Res., 2018)

A Structural Estimation Approach to Study Agent Attrition. - Seyed Morteza Emadi; Bradley R. Staats (Manag. Sci., 2020)

Don't Call Us, We'll Call You: An Empirical Study of Caller Behavior Under a Callback Option. - Brett Alan Hathaway; Seyed Morteza Emadi; Vinayak Deshpande (Manag. Sci., 2021)

Personalized Priority Policies in Call Centers Using Past Customer Interaction Information. - Brett Alan Hathaway; Seyed Morteza Emadi; Vinayak Deshpande (Manag. Sci., 2022)