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Balancing staffing and switching costs in a service center with flexible servers

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  • Batta, Rajan
  • Berman, Oded
  • Wang, Qian

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  • Batta, Rajan & Berman, Oded & Wang, Qian, 2007. "Balancing staffing and switching costs in a service center with flexible servers," European Journal of Operational Research, Elsevier, vol. 177(2), pages 924-938, March.
    • Handle: RePEc:eee:ejores:v:177:y:2007:i:2:p:924-938
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    References listed on IDEAS

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    1. Fred F. Easton & Donald F. Rossin, 1991. "Sufficient Working Subsets for the Tour Scheduling Problem," Management Science, INFORMS, vol. 37(11), pages 1441-1451, November.
    2. Duder, John C. & Rosenwein, Moshe B., 2001. "Towards "zero abandonments" in call center performance," European Journal of Operational Research, Elsevier, vol. 135(1), pages 50-56, November.
    3. Michael J. Brusco & Larry W. Jacobs, 1998. "Personnel Tour Scheduling When Starting-Time Restrictions Are Present," Management Science, INFORMS, vol. 44(4), pages 534-547, April.
    4. Stewart, B. D. & Webster, D. B. & Ahmad, S. & Matson, J. O., 1994. "Mathematical models for developing a flexible workforce," International Journal of Production Economics, Elsevier, vol. 36(3), pages 243-254, October.
    5. Slomp, Jannes & Suresh, Nallan C., 2005. "The shift team formation problem in multi-shift manufacturing operations," European Journal of Operational Research, Elsevier, vol. 165(3), pages 708-728, September.
    6. Campbell, Gerard M. & Diaby, Moustapha, 2002. "Development and evaluation of an assignment heuristic for allocating cross-trained workers," European Journal of Operational Research, Elsevier, vol. 138(1), pages 9-20, April.
    7. M. Yu. Kitaev & Richard F. Serfozo, 1999. "M/M/1 Queues with Switching Costs and Hysteretic Optimal Control," Operations Research, INFORMS, vol. 47(2), pages 310-312, April.
    8. Gerard M. Campbell, 1999. "Cross-Utilization of Workers Whose Capabilities Differ," Management Science, INFORMS, vol. 45(5), pages 722-732, May.
    9. S R Agnihothri & A K Mishra & D E Simmons, 2003. "Workforce cross-training decisions in field service systems with two job types," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 54(4), pages 410-418, April.
    10. Dipesh J. Patel & Rajan Batta & Rakesh Nagi, 2005. "Clustering Sensors in Wireless Ad Hoc Networks Operating in a Threat Environment," Operations Research, INFORMS, vol. 53(3), pages 432-442, June.
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    Cited by:

    1. Terekhov, Daria & Christopher Beck, J., 2009. "An extended queueing control model for facilities with front room and back room operations and mixed-skilled workers," European Journal of Operational Research, Elsevier, vol. 198(1), pages 223-231, October.
    2. Maria Mayorga & Kevin Taaffe & Ramesh Arumugam, 2009. "Allocating flexible servers in serial systems with switching costs," Annals of Operations Research, Springer, vol. 172(1), pages 231-242, November.
    3. Daria Terekhov & J. Christopher Beck & Kenneth N. Brown, 2009. "A Constraint Programming Approach for Solving a Queueing Design and Control Problem," INFORMS Journal on Computing, INFORMS, vol. 21(4), pages 549-561, November.
    4. Aktekin, Tevfik, 2014. "Call center service process analysis: Bayesian parametric and semi-parametric mixture modeling," European Journal of Operational Research, Elsevier, vol. 234(3), pages 709-719.
    5. Eugene Furman & Adam Diamant & Murat Kristal, 2021. "Customer Acquisition and Retention: A Fluid Approach for Staffing," Production and Operations Management, Production and Operations Management Society, vol. 30(11), pages 4236-4257, November.
    6. Olivella, Jordi & Nembhard, David, 2016. "Calibrating cross-training to meet demand mix variation and employee absence," European Journal of Operational Research, Elsevier, vol. 248(2), pages 462-472.
    7. Brusco, Michael J., 2015. "A bicriterion algorithm for the allocation of cross-trained workers based on operational and human resource objectives," European Journal of Operational Research, Elsevier, vol. 247(1), pages 46-59.
    8. Tuğçe Işık & Sigrún Andradóttir & Hayriye Ayhan, 2022. "Dynamic Control of Non‐Collaborative Workers When Reassignment Is Costly," Production and Operations Management, Production and Operations Management Society, vol. 31(3), pages 1332-1352, March.
    9. De Bruecker, Philippe & Van den Bergh, Jorne & Beliën, Jeroen & Demeulemeester, Erik, 2015. "Workforce planning incorporating skills: State of the art," European Journal of Operational Research, Elsevier, vol. 243(1), pages 1-16.
    10. Henao, César Augusto & Ferrer, Juan Carlos & Muñoz, Juan Carlos & Vera, Jorge, 2016. "Multiskilling with closed chains in a service industry: A robust optimization approach," International Journal of Production Economics, Elsevier, vol. 179(C), pages 166-178.
    11. Gnanlet, Adelina & Gilland, Wendell G., 2014. "Impact of productivity on cross-training configurations and optimal staffing decisions in hospitals," European Journal of Operational Research, Elsevier, vol. 238(1), pages 254-269.
    12. Özlük, Özgür & Elimam, Abdelghani A. & Interaminense, Eduardo, 2010. "Optimum service capacity and demand management with price incentives," European Journal of Operational Research, Elsevier, vol. 204(2), pages 316-327, July.

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