Kumar, Anuj; Telang, Rahul - In: Manufacturing & Service Operations Management 13 (2011) 3, pp. 347-360
to serve customers through its call center. In our setting, the product is a complex health insurance plan. The firm … incurs substantial costs in serving the customers through its call center and in adjudicating the claims using its … call center for clarifications regarding the firm's product coverage. In particular, we show that customers with a …