{"id":"https://openalex.org/W2011843270","doi":"https://doi.org/10.1016/s0377-2217(00)00289-7","title":"Towards \u201czero abandonments\u201d in call center performance","display_name":"Towards \u201czero abandonments\u201d in call center performance","publication_year":2001,"publication_date":"2001-11-01","ids":{"openalex":"https://openalex.org/W2011843270","doi":"https://doi.org/10.1016/s0377-2217(00)00289-7","mag":"2011843270"},"language":"en","primary_location":{"id":"doi:10.1016/s0377-2217(00)00289-7","is_oa":false,"landing_page_url":"https://doi.org/10.1016/s0377-2217(00)00289-7","pdf_url":null,"source":{"id":"https://openalex.org/S103321696","display_name":"European Journal of Operational Research","issn_l":"0377-2217","issn":["0377-2217","1872-6860"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"European Journal of Operational Research","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5040897419","display_name":"John C Duder","orcid":null},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"John C Duder","raw_affiliation_strings":["Internal Revenue Service, Atlanta, GA, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Internal Revenue Service, Atlanta, GA, USA","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5027296395","display_name":"Moshe B. Rosenwein","orcid":null},"institutions":[{"id":"https://openalex.org/I1285764155","display_name":"Merck & Co., Inc., Rahway, NJ, USA (United States)","ror":"https://ror.org/02891sr49","country_code":"US","type":"company","lineage":["https://openalex.org/I1285764155"]},{"id":"https://openalex.org/I1320675724","display_name":"Parsons (United States)","ror":"https://ror.org/001sezm06","country_code":"US","type":"company","lineage":["https://openalex.org/I1320675724"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Moshe B Rosenwein","raw_affiliation_strings":["Merck-Medco Managed Care, L.L.C., 100 Parsons Pond Road, Franklin Lakes, NJ 07417, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Merck-Medco Managed Care, L.L.C., 100 Parsons Pond Road, Franklin Lakes, NJ 07417, USA","institution_ids":["https://openalex.org/I1285764155","https://openalex.org/I1320675724"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5027296395"],"corresponding_institution_ids":["https://openalex.org/I1285764155","https://openalex.org/I1320675724"],"apc_list":{"value":3290,"currency":"USD","value_usd":3290},"apc_paid":null,"fwci":1.7215,"has_fulltext":false,"cited_by_count":28,"citation_normalized_percentile":{"value":0.84878601,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":97},"biblio":{"volume":"135","issue":"1","first_page":"50","last_page":"56"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10974","display_name":"Advanced Queuing Theory Analysis","score":0.994700014591217,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10974","display_name":"Advanced Queuing Theory Analysis","score":0.994700014591217,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/staffing","display_name":"Staffing","score":0.6697629690170288},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.5598893761634827},{"id":"https://openalex.org/keywords/profitability-index","display_name":"Profitability index","score":0.5310431122779846},{"id":"https://openalex.org/keywords/queue","display_name":"Queue","score":0.48448941111564636},{"id":"https://openalex.org/keywords/operations-research","display_name":"Operations research","score":0.48267319798469543},{"id":"https://openalex.org/keywords/operations-management","display_name":"Operations management","score":0.47199109196662903},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.47120779752731323},{"id":"https://openalex.org/keywords/queueing-theory","display_name":"Queueing theory","score":0.4494471549987793},{"id":"https://openalex.org/keywords/rule-of-thumb","display_name":"Rule of thumb","score":0.4369690418243408},{"id":"https://openalex.org/keywords/profit-center","display_name":"Profit center","score":0.42838308215141296},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.38331955671310425},{"id":"https://openalex.org/keywords/profit","display_name":"Profit (economics)","score":0.2499874234199524},{"id":"https://openalex.org/keywords/economics","display_name":"Economics","score":0.2324322760105133},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.20434284210205078},{"id":"https://openalex.org/keywords/microeconomics","display_name":"Microeconomics","score":0.17224594950675964},{"id":"https://openalex.org/keywords/computer-network","display_name":"Computer network","score":0.16177180409431458},{"id":"https://openalex.org/keywords/finance","display_name":"Finance","score":0.15181347727775574},{"id":"https://openalex.org/keywords/mathematics","display_name":"Mathematics","score":0.11131343245506287}],"concepts":[{"id":"https://openalex.org/C2777512617","wikidata":"https://www.wikidata.org/wiki/Q1783605","display_name":"Staffing","level":2,"score":0.6697629690170288},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5598893761634827},{"id":"https://openalex.org/C129361004","wikidata":"https://www.wikidata.org/wiki/Q2470236","display_name":"Profitability index","level":2,"score":0.5310431122779846},{"id":"https://openalex.org/C160403385","wikidata":"https://www.wikidata.org/wiki/Q220543","display_name":"Queue","level":2,"score":0.48448941111564636},{"id":"https://openalex.org/C42475967","wikidata":"https://www.wikidata.org/wiki/Q194292","display_name":"Operations research","level":1,"score":0.48267319798469543},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.47199109196662903},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.47120779752731323},{"id":"https://openalex.org/C22684755","wikidata":"https://www.wikidata.org/wiki/Q847526","display_name":"Queueing theory","level":2,"score":0.4494471549987793},{"id":"https://openalex.org/C89246107","wikidata":"https://www.wikidata.org/wiki/Q1398821","display_name":"Rule of thumb","level":2,"score":0.4369690418243408},{"id":"https://openalex.org/C144031788","wikidata":"https://www.wikidata.org/wiki/Q972347","display_name":"Profit center","level":3,"score":0.42838308215141296},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.38331955671310425},{"id":"https://openalex.org/C181622380","wikidata":"https://www.wikidata.org/wiki/Q26911","display_name":"Profit (economics)","level":2,"score":0.2499874234199524},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.2324322760105133},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.20434284210205078},{"id":"https://openalex.org/C175444787","wikidata":"https://www.wikidata.org/wiki/Q39072","display_name":"Microeconomics","level":1,"score":0.17224594950675964},{"id":"https://openalex.org/C31258907","wikidata":"https://www.wikidata.org/wiki/Q1301371","display_name":"Computer network","level":1,"score":0.16177180409431458},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.15181347727775574},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.11131343245506287},{"id":"https://openalex.org/C187736073","wikidata":"https://www.wikidata.org/wiki/Q2920921","display_name":"Management","level":1,"score":0.0},{"id":"https://openalex.org/C11413529","wikidata":"https://www.wikidata.org/wiki/Q8366","display_name":"Algorithm","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1016/s0377-2217(00)00289-7","is_oa":false,"landing_page_url":"https://doi.org/10.1016/s0377-2217(00)00289-7","pdf_url":null,"source":{"id":"https://openalex.org/S103321696","display_name":"European Journal of Operational Research","issn_l":"0377-2217","issn":["0377-2217","1872-6860"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"European Journal of Operational Research","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:eee:ejores:v:135:y:2001:i:1:p:50-56","is_oa":false,"landing_page_url":"http://www.sciencedirect.com/science/article/pii/S0377-2217(00)00289-7","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.46000000834465027,"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":9,"referenced_works":["https://openalex.org/W2015136228","https://openalex.org/W2025348150","https://openalex.org/W2039346145","https://openalex.org/W2058782536","https://openalex.org/W2064613786","https://openalex.org/W2070215808","https://openalex.org/W2144081616","https://openalex.org/W2147826056","https://openalex.org/W2152530926"],"related_works":["https://openalex.org/W2264090623","https://openalex.org/W2100396492","https://openalex.org/W2918379277","https://openalex.org/W2802613825","https://openalex.org/W2084728249","https://openalex.org/W2605401415","https://openalex.org/W2038800548","https://openalex.org/W2559378387","https://openalex.org/W2064212480","https://openalex.org/W1565180236"],"abstract_inverted_index":null,"counts_by_year":[{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":3},{"year":2015,"cited_by_count":2},{"year":2014,"cited_by_count":1},{"year":2013,"cited_by_count":2},{"year":2012,"cited_by_count":2}],"updated_date":"2026-06-13T07:54:00.901334","created_date":"2025-10-10T00:00:00"}