Call Center-survey

Aksin, O.Z., Armony, M. and Mehrotra, V. (2007) The Modern Call-Center:  A Multi-Disciplinary Perspective on Operations Management Research Production and Operations Management, 16:6, 665-688.

Aksin, O.Z., Karaesmen, F., and Ormeci, E.L. A Review of Workforce Cross-Training in Call Centers from an Operations Management PerspectiveWorkforce Cross Training Handbook, ed. D. Nembhard, CRC Press, 2007.

Patience in Queues and Delay Announcement

Aksin, O.Z., Ata, B., Emadi, S., Su, C-L. Impact of Delay Announcements in Call Centers: An Empirical Approach.  Forthcoming, Operations Research, 2016.

Aksin, O.Z., Jouini, O., Aguir, M.S., Karaesmen, A.F., Dallery, Y. Call Center Delay Announcement Using a Newsvendor-Like Performance Criterion

Production and Operations Management, 24:4, 587-604, 2015.

Aksin, O.Z., Ata, B., Emadi, S., Su, C-L. Structural estimation of callers' delay sensitivity in call centers, Management Science, 59:12, 2727-2746, 2013. Finalist, MSOM Service Management SIG Prize.

Jouini, O., Dallery, Y. and Aksin, O.Z. Queueing Models for Full-Flexible Multi-class Call Centers with Real-Time Anticipated Delays, International Journal of Production Economics, Volume 120, Issue 2, Pages 389-399, 2009.

Jouini, O. Aksin, O.Z. and Dallery, Y. Call Centers with Delay Information: Models and Insights Manufacturing and Service Operations Management, Volume 13, Issue 4, Pages 534-548, 2011.

Customer relationship management-cross-selling

Gunes, E.D., Aksin, O.Z., Ormeci, L., Ozden, H.  Modeling Customer Reactions to Cross-Selling: When Cross-Selling Backfires. Journal of Service Research,  13(2) 168 -183, 2010 (Finalist, 2011 Journal of Service Research Best Paper Award) .

Ormeci, E.L. and Aksin O.Z. Revenue Management through Dynamic Cross-Selling in Call Centers (2010), Production and Operations Management, Volume 19, Issue 6, 742–756, 2010.

Gunes, E.D. and Aksin, O.Z., Value Creation in Service Delivery: Relating Market Segmentation, Incentives, and Operational Performance, Manufacturing & Service Operations Management, 6:4 ,338-357, Fall 2004.

Aksin, O.Z. and Harker, P.T., To Sell or Not To Sell: Determining the Tradeoffs between Service and Sales in Retail Banking Phone Centers, Journal of Service Research, 2:1 19-33, 1999. (Finalist, 2000 FedEx Service Research Excellence Award)

Service outsourcing

Van den Schrieck, J.C., Aksin, O.Z., Chevalier, P.  Peakedness Based Staffing for Call Center Outsourcing, Production and Operations Management, 23:3, 504-524, 2014.

Aksin, O.Z., de Vericourt, F., and Karaesmen, F. Call Center Outsourcing Contract Analysis and Choice,  Management Science, 54:2, 354-368, 2008.

Aksin, O.Z. and Masini, A. Effective Strategies for Internal Outsourcing and Offshoring of Business Services: An Empirical InvestigationJournal of Operations Management 26:2,  239 - 256, 2008.


Call Center- queueing models motivated by different IT capabilities

Aksin, O.Z. and Harker, P.T. Computing Performance Measures in a Multi-Class, Multi-Resource, Processor Shared Loss System, European Journal of Operational Research, 123:1, 61-72, 2000.

Aksin, O.Z. and Harker, P.T., Modeling a Phone Center: Analysis of a Multi-Class, Multi-Resource, Processor Shared Loss System, Management Science, 47:2, 2001.

Aguir, M.S., Karaesmen, A.F., Aksin, O.Z., and Chauvet, F. (2003) Analyse du Problème des Rappels et dimensionnement dans un Centre d'Appels MOSIM03 4th Francophone Conference of Modeling and Simulation, Toulouse, France

Aguir, M.S., Karaesmen, F., Aksin, O.Z., and Chauvet, F. The impact of retrials on call center performance, OR Spectrum, Special Issue on Call Center Management, 26:3, 353-376, 2004.

Aguir, M.S., O.Z. Aksin, F. Karaesmen, and Y. Dallery , On the Interaction Between Retrials and Sizing of Call Centers  , European Journal of Operational Research, 191 (2008) 398 - 408. (doi:10.1016/j.ejor.2007.06.051)


Service Capacity and Flexibility

Aksin, O.Z., N. Cakan, F. Karaesmen and L. Ormeci, Flexibility Structure and Capacity Design with Human Resource Considerations, Production and Operations Management, 24:7, 1086-1100, 2015, Wickham Skinner Best Paper Award 2016, Second Place.

Aksin, O.Z. and Karaesmen, F. Characterizing the Performance of Process Flexibility Structures, Operations Research Letters, 35:4, 477-484, 2007.(earlier version: Aksin, O.Z. and Karaesmen, F. Designing Flexibility: Characterizing the Value of Cross-Training Practices)

Aksin O.Z., F. Karaesmen, and E. L. Ormeci, On the Interaction Between Resource Flexibility and Flexibility Structures, Proceedings of the Fifth International Conference on Analysis of Manufacturing Systems - Production Management, Zakynthos, Greece, May 2005.

Aksin, O.Z. and Harker, P.T. Capacity Sizing in the Presence of a Common Shared Resource: Staffing an Inbound Call Center, European Journal of Operational Research, 147:3, 464-483, 2003.


Service operations-other

Gunes, E.D., Chick, S., and Aksin, O.Z. Breast Cancer Screening Services: Trade-offs in Quality, Capacity, Outreach, and Centralization, Health Care Management Science, 7:4, 291-303, 2004.

Aksin, O.Z., On Valuing Appreciating Human Assets in Services, Naval Research Logistics, 54:2, 221-235, 2007.



Second Place, Wickham Skinner Best Paper Award 2016.

Finalist, MSOM Service Management SIG Prize, 2015.

IBM Faculty Award, 2011.

Finalist, 2011 Journal of Service Research Best Paper Award

Turkish Academy of Sciences, "Recognition Award in Social Sciences" (TÜBA Sosyal Bilimlerde Teşvik Ödülü: "Çağrı merkezi sistemlerinin tasarım ve yönetimlerini konu alan rassal modellerin genişletilmesine ve çözümlemesine yaptığı katkılar" nedeniyle) 2006.

Member of research team that won the Innovation Trophy of Bouygues, 2004.

Finalist, FedEx Excellence in Service Research Award, September 2000, for best article in the Journal of Service Research, Volume 2

Senior Fellow, Wharton Financial Institutions Center, 1997-current

Sloan Research Fellow, The Wharton School, 1993-1996

Participant, INFORMS Doctoral Colloquium, New Orleans, November 1995

OPIM Department Teaching Assistant, The Wharton School, 1990-1993