O. Zeynep Akşin

The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research

O. Zeynep Akşin, Mor Armony, Vijay Mehrotra · Production and Operations Management · 2007 · 766 citations

Management, Information Technology, Operations Management +14

Structural Estimation of Callers' Delay Sensitivity in Call Centers

O. Zeynep Akşin, Barış Ata, Seyed Morteza Emadi et al. · Management Science · 2013 · 163 citations

Business, Decision Sciences, Economics +17

Effective strategies for internal outsourcing and offshoring of business services: An empirical investigation

O. Zeynep Akşin, Andrea Masini · Journal of Operations Management · 2007 · 137 citations

Management, Strategic Management, Strategy +15

The impact of retrials on call center performance

Salah Aguir, Fikri Karaesmen, O. Zeynep Akşin et al. · OR Spectrum · 2004 · 133 citations

Management, Performance Management, Operations Research +7

Call Centers with Delay Information: Models and Insights

Oualid Jouini, O. Zeynep Akşin, Yves Dallery · Manufacturing & Service Operations Management · 2011 · 124 citations

Business, Business Economics, Operations Management +17