Aksoy, L., Perkins-Munn T., Keiningham T. L. and Estrin D., “Does Customer Satisfaction Lead to Profitability? The Mediating Role of Share-of-Wallet”*, Managing Service Quality, (forthcoming) 2005.
* Selected among best papers at QUIS 9 International Research Symposium on Service Excellence in Management in Karlstad, Sweden, June 2004

Aksoy, L., Keiningham T., Perkins-Munn T. L. and Vavra T., “The Convergence of Brand Centric and Customer Centric Measures”, Marketing Management, (forthcoming) 2005.

Aksoy, L., Perkins-Munn T., Keiningham T. L. and Estrin D., “Actual Purchase as a Proxy for Share-of-wallet”, Journal of Service Research, 2005.

Aksoy, L., Keiningham T. L., Andreassen T. W. and Wahren B. J., “Call Center Satisfaction and Customer Retention”, submitted to International Journal of Service Industry Management.

Aguir, M. S., Karaesmen, F., Akşin, 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., Aksin, O.Z. , Karaesmen F., and Dallery, Y. , “On the Interaction Between Retrials and Sizing of Call Centers”, June 2004.

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

Örmeci, E. L., “Dynamic admission control in a call center with one shared and two dedicated service facilities”, IEEE Transactions on Automatic Control, Vol. 49, 1157-1161, 2004.

Örmeci, E. L. and Burnetas A. N., “Admission control with batch arrivals”, Operations Research Letters, Vol. 32, 448-454, 2004.

Örmeci, E. L. and van der Wal J., “Admission Policies for a Two Class Loss System with General Interarrival Times”, submitted to Stochastic Models, under revision, 2004.

Aksoy, L., Bhatnagar  N. and Malkoc S., “Embedding Brands within Media Content: The Impact of Message, Media, and Consumer Characteristics on Placement Efficacy” (Sept. 2003) book chapter in “Blurring the Lines: The Psychology of Entertainment Media” ed. L.J. Shrum, Mahwah, NJ, Lawrence Erlbaum Publishers.

Akşin, 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.

Örmeci, E. L., Burnetas A. N. and Emmons H., “Admission Policies for a Two Class Loss System with Random Rewards”, IIE Transactions: Industrial Engineering Research and Development, Vol 34, 813-822, 2002.

Aksin O.Z. and F. Karaesmen, “Designing Flexibility: Characterizing the Value of Cross-Training Practices”, February 2002.

Aksoy, L. and Elliott K., “Marketing, Corporate Social Initiatives, and the Bottom Line” (2001), Marketing Science Institute report # 01-106.

Akşin, 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.

Örmeci, E. L., Burnetas A. N. and van der Wal J., “Admission Policies for a Two Class Loss System”, Stochastic Models, Vol. 17, Issue Nr. 4, 2001.

Akşin, 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.

Akşin, 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)

Gür Ali, Ö., "Segmentation Within Segmentation", INFORMS Marketing Science Conf., UCLA June 2000.

Gür Ali, Ö. and Khedkar P., “Mining Service Maintenance Data: What to Look For”, INFORMS 1997.

Haimowitz, I., Gür Ali, Ö., and Schwarz, H., “Integrating and Mining Distributed Customer Databases”, in Proceedings of the Third International Conference on Knowledge Discovery and Data Mining (KDD-97) D. Heckerman, H. Mannila, D. Pregibon (Eds.), pp 179-182, August 1997.

Gür Ali, Ö., and Wallace , W. A., “Classifying Delinquent Customers for Credit Collections: An Application of Probabilistic Inductive Learning”, in Special Issue on Uncertainty in AI, Int. Journal of Human- Computer Studies, Vol 42, pp 633-646, 1995