| The modern call center: A multi‐disciplinary perspective on operations management research Z Aksin, M Armony, V Mehrotra Production and operations management 16 (6), 665-688, 2007 | 1138 | 2007 |
| Effective strategies for internal outsourcing and offshoring of business services: An empirical investigation OZ Aksin, A Masini Journal of Operations Management 26 (2), 239-256, 2008 | 215 | 2008 |
| The impact of retrials on call center performance S Aguir, F Karaesmen, OZ Akşin, F Chauvet Or Spectrum 26, 353-376, 2004 | 210 | 2004 |
| Structural estimation of callers' delay sensitivity in call centers Z Akşin, B Ata, SM Emadi, CL Su Management Science 59 (12), 2727-2746, 2013 | 180 | 2013 |
| Call centers with delay information: Models and insights O Jouini, Z Akşin, Y Dallery Manufacturing & Service Operations Management 13 (4), 534-548, 2011 | 154 | 2011 |
| Call center outsourcing contract analysis and choice OZ Akşin, F De Véricourt, F Karaesmen Management Science 54 (2), 354-368, 2008 | 150 | 2008 |
| Queueing models for full-flexible multi-class call centers with real-time anticipated delays O Jouini, Y Dallery, Z Akşin International Journal of Production Economics 120 (2), 389-399, 2009 | 112 | 2009 |
| Impact of delay announcements in call centers: An empirical approach Z Akşin, B Ata, SM Emadi, CL Su Operations Research 65 (1), 242-265, 2017 | 104 | 2017 |
| To sell or not to sell: Determining the trade-offs between service and sales in retail banking phone centers OZ Aksin, PT Harker Journal of Service Research 2 (1), 19-33, 1999 | 95 | 1999 |
| On the interaction between retrials and sizing of call centers MS Aguir, OZ Akşin, F Karaesmen, Y Dallery European Journal of Operational Research 191 (2), 398-408, 2008 | 87 | 2008 |
| Characterizing the performance of process flexibility structures OZ Akşin, F Karaesmen Operations Research Letters 35 (4), 477-484, 2007 | 83 | 2007 |
| Capacity sizing in the presence of a common shared resource: Dimensioning an inbound call center OZ Akşin, PT Harker European Journal of Operational Research 147 (3), 464-483, 2003 | 82 | 2003 |
| Workforce cross training in call centers from an operations management perspective OZ Aksin, F Karaesmen, EL Ormeci, D Nembhard Workforce cross training handbook, 211-240, 2007 | 66 | 2007 |
| Learning from many: Partner exposure and team familiarity in fluid teams Z Akşin, S Deo, JO Jónasson, K Ramdas Management Science 67 (2), 854-874, 2021 | 65* | 2021 |
| Modeling customer reactions to sales attempts: If cross-selling backfires ED Güneş, OZ Akşin, EL Örmeci, SH Özden Journal of Service Research 13 (2), 168-183, 2010 | 64 | 2010 |
| Modeling a phone center: Analysis of a multichannel, multiresource processor shared loss system OZ Akşin, PT Harker Management Science 47 (2), 324-336, 2001 | 55 | 2001 |
| Value creation in service delivery: Relating market segmentation, incentives, and operational performance ED Güneş, OZ Akşin Manufacturing & Service Operations Management 6 (4), 338-357, 2004 | 42 | 2004 |
| Designing flexibility: Characterizing the value of cross-training practices OZ Aksin, F Karaesmen Koc University, Turkey. Under review, 2002 | 40 | 2002 |
| Breast cancer screening services: trade-offs in quality, capacity, outreach, and centralization ED Güneş, SE Chick, OZ Akşin Health Care Management Science 7, 291-303, 2004 | 39* | 2004 |
| Call center delay announcement using a newsvendor‐like performance criterion O Jouini, OZ Akşin, F Karaesmen, MS Aguir, Y Dallery Production and Operations Management 24 (4), 587-604, 2015 | 29 | 2015 |
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