Technical Appendix for: When Promotions Meet Operations: Cross-Selling and Its Effect on Call-Center Performance
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چکیده
Here, we use a time change of the processes N7(·) and N5(·) to construct service completions with cross-selling candidates that are followed by actual cross-selling. These two processes are used if the threshold is non-negative. In this case, a service completion is followed by a cross-selling offer whenever the queue is equal to 0 or when it is greater than 0 but smaller than the threshold. We use N8(·) similarly for the cases in which the threshold is negative. In this case, a service completion is followed by a cross-selling offer if the number of idle servers is less than K. The processes ÑA(t), ÑD1(t) and ÑD2(t) will be defined shortly.
منابع مشابه
Technical Appendix for: When Promotions Meet Operations: Cross-Selling and Its Effect on Call-Center Performance
In this technical appendix we provide proofs for the various results stated in the manuscript titled: “When promotions meet operations: Cross-selling and its effect on call-center performance”. We start the technical appendix with the construction of the sample paths for all related processes. Specifically, our construction follows a strong approximation approach (see for example [7] and [8]). ...
متن کاملTechnical Appendix for: When Promotions Meet Operations: Cross-Selling and Its Effect on Call-Center Performance
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e-companion for: When Promotions Meet Operations: Cross-Selling and Its Effect on Call-Center Performance
In this e-companion we provide proofs for some of the results stated in the manuscript titled: “When promotions meet operations: Cross-selling and its effect on call-center performance”. Specifically, we provide the sample path construction under the TP policy (in §A), and the key steps in the proof of Theorem 3.1 under Condition 1 (in §B). Due to space limitations, the proofs of Theorem 3.1 un...
متن کاملWhen Promotions Meet Operations: Cross-Selling and Its Effect on Call Center Performance
W study cross-selling operations in call centers. The following questions are addressed: How many customer-service representatives are required (staffing), and when should cross-selling opportunities be exercised (control) in a way that will maximize the expected profit of the center while maintaining a prespecified service level target? We tackle these questions by characterizing control and s...
متن کاملWhen Promotions Meet Operations: Cross-Selling and Its Effect on Call-Center Performance
We study cross-selling operations in call centers. The following question is addressed: How many customer-service representatives are required (staffing) and when should cross-selling opportunities be exercised (control) in a way that will maximize the expected profit of the center while maintaining a pre-specified service level target. We tackle this question by characterizing control and staf...
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