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Call Center Outsourcing: Coordinating Staffing Level and Service Quality

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Cited by:

  1. Houyuan Jiang & Zhan Pang & Sergei Savin, 2012. "Performance-Based Contracts for Outpatient Medical Services," Manufacturing & Service Operations Management, INFORMS, vol. 14(4), pages 654-669, October.
  2. Yang, Jian & Qi, Xiangtong, 2009. "On the design of coordinating contracts," International Journal of Production Economics, Elsevier, vol. 122(2), pages 581-594, December.
  3. Sameer Hasija & Edieal J. Pinker & Robert A. Shumsky, 2008. "Call Center Outsourcing Contracts Under Information Asymmetry," Management Science, INFORMS, vol. 54(4), pages 793-807, April.
  4. Xianyi Wang & Xiaofang Wang & Hui He, 2021. "Contracts to Coordinate Healthcare Providers in the Telemedicine Referral System," Sustainability, MDPI, vol. 13(18), pages 1-25, September.
  5. Ying Xu & Alan Scheller-Wolf & Katia Sycara, 2015. "The Benefit of Introducing Variability in Single-Server Queues with Application to Quality-Based Service Domains," Operations Research, INFORMS, vol. 63(1), pages 233-246, February.
  6. Anderson, Mark & Asdemir, Ozer & Tripathy, Arindam, 2013. "Use of precedent and antecedent information in strategic cost management," Journal of Business Research, Elsevier, vol. 66(5), pages 643-650.
  7. Lauren Xiaoyuan Lu & Jan A. Van Mieghem & R. Canan Savaskan, 2009. "Incentives for Quality Through Endogenous Routing," Manufacturing & Service Operations Management, INFORMS, vol. 11(2), pages 254-273, July.
  8. Legros, Benjamin, 2022. "The principal-agent problem for service rate event-dependency," European Journal of Operational Research, Elsevier, vol. 297(3), pages 949-963.
  9. O. Zeynep Akc{s}in & Francis de Véricourt & Fikri Karaesmen, 2008. "Call Center Outsourcing Contract Analysis and Choice," Management Science, INFORMS, vol. 54(2), pages 354-368, February.
  10. Dongyuan Zhan & Amy R. Ward, 2019. "Staffing, Routing, and Payment to Trade off Speed and Quality in Large Service Systems," Operations Research, INFORMS, vol. 67(6), pages 1738-1751, November.
  11. Noa Zychlinski, 2023. "Applications of fluid models in service operations management," Queueing Systems: Theory and Applications, Springer, vol. 103(1), pages 161-185, February.
  12. Benaroch, Michel & Webster, Scott & Kazaz, Burak, 2012. "Impact of sourcing flexibility on the outsourcing of services under demand uncertainty," European Journal of Operational Research, Elsevier, vol. 219(2), pages 272-283.
  13. Vandana Srivastava & A.Sharfuddin & Sanjeev Kishore, 2012. "Determinants of Service Quality in High-end IT Enabled Services: An Indian Perspective," Information Management and Business Review, AMH International, vol. 4(10), pages 523-531.
  14. Nicos Savva & Tolga Tezcan & Özlem Yıldız, 2019. "Can Yardstick Competition Reduce Waiting Times?," Management Science, INFORMS, vol. 65(7), pages 3196-3215, July.
  15. Houyuan Jiang & Zhan Pang & Sergei Savin, 2020. "Performance Incentives and Competition in Health Care Markets," Production and Operations Management, Production and Operations Management Society, vol. 29(5), pages 1145-1164, May.
  16. Yi He & Qingyun Xu & Bing Xu & Pengkun Wu, 2016. "Supply chain coordination in quality improvement with reference effects," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 67(9), pages 1158-1168, September.
  17. Chenguang (Allen) Wu & Achal Bassamboo & Ohad Perry, 2019. "Service System with Dependent Service and Patience Times," Management Science, INFORMS, vol. 65(3), pages 1151-1172, March.
  18. Wu, Zhengping & Crama, Pascale & Zhu, Wanshan, 2012. "The newsvendor’s optimal incentive contracts for multiple advertisers," European Journal of Operational Research, Elsevier, vol. 220(1), pages 171-181.
  19. Opher Baron & Joseph Milner, 2009. "Staffing to Maximize Profit for Call Centers with Alternate Service-Level Agreements," Operations Research, INFORMS, vol. 57(3), pages 685-700, June.
  20. Yiting Xing & Ling Li & Zhuming Bi & Marzena Wilamowska‐Korsak & Li Zhang, 2013. "Operations Research (OR) in Service Industries: A Comprehensive Review," Systems Research and Behavioral Science, Wiley Blackwell, vol. 30(3), pages 300-353, May.
  21. Mingwen Yang & Varghese S. Jacob & Srinivasan Raghunathan, 2021. "Cloud Service Model’s Role in Provider and User Security Investment Incentives," Production and Operations Management, Production and Operations Management Society, vol. 30(2), pages 419-437, February.
  22. Benjamin Legros, 2021. "Age-based Markovian approximation of the G/M/1 queue," Post-Print hal-03605431, HAL.
  23. Vasiliki Kostami & Sampath Rajagopalan, 2014. "Speed–Quality Trade-Offs in a Dynamic Model," Manufacturing & Service Operations Management, INFORMS, vol. 16(1), pages 104-118, February.
  24. Caniato, Federico & Elia, Stefano & Luzzini, Davide & Piscitello, Lucia & Ronchi, Stefano, 2015. "Location drivers, governance model and performance in service offshoring," International Journal of Production Economics, Elsevier, vol. 163(C), pages 189-199.
  25. Benjamin Legros, 2022. "The principal-agent problem for service rate event-dependency," Post-Print hal-03605421, HAL.
  26. Qi Feng & Lauren Xiaoyuan Lu, 2012. "The Strategic Perils of Low Cost Outsourcing," Management Science, INFORMS, vol. 58(6), pages 1196-1210, June.
  27. Elodie Adida & Fernanda Bravo, 2019. "Contracts for Healthcare Referral Services: Coordination via Outcome-Based Penalty Contracts," Management Science, INFORMS, vol. 65(3), pages 1322-1341, March.
  28. Raassens, Néomie & Wuyts, Stefan & Geyskens, Inge, 2014. "The performance implications of outsourcing customer support to service providers in emerging versus established economies," International Journal of Research in Marketing, Elsevier, vol. 31(3), pages 280-292.
  29. Christopher Robertson & Anna Lamin & Grigorios Livanis, 2010. "Stakeholder Perceptions of Offshoring and Outsourcing: The Role of Embedded Issues," Journal of Business Ethics, Springer, vol. 95(2), pages 167-189, August.
  30. Nitish Jain & Sameer Hasija & Dana G. Popescu, 2013. "Optimal Contracts for Outsourcing of Repair and Restoration Services," Operations Research, INFORMS, vol. 61(6), pages 1295-1311, December.
  31. Xie, Gang & Wang, Shouyang & Lai, K.K., 2011. "Quality improvement in competing supply chains," International Journal of Production Economics, Elsevier, vol. 134(1), pages 262-270, November.
  32. Jinting Wang & Zhongbin Wang & Yunan Liu, 2020. "Reducing Delay in Retrial Queues by Simultaneously Differentiating Service and Retrial Rates," Operations Research, INFORMS, vol. 68(6), pages 1648-1667, November.
  33. Dennis J. Zhang & Itai Gurvich & Jan A. Van Mieghem & Eric Park & Robert S. Young & Mark V. Williams, 2016. "Hospital Readmissions Reduction Program: An Economic and Operational Analysis," Management Science, INFORMS, vol. 62(11), pages 3351-3371, November.
  34. Sang-Hyun Kim & Morris A. Cohen & Serguei Netessine & Senthil Veeraraghavan, 2010. "Contracting for Infrequent Restoration and Recovery of Mission-Critical Systems," Management Science, INFORMS, vol. 56(9), pages 1551-1567, September.
  35. Oyku Ahipasaoglu & Nesim Erkip & Oya Ekin Karasan, 2019. "The venue management problem: setting staffing levels, shifts and shift schedules at concession stands," Journal of Scheduling, Springer, vol. 22(1), pages 69-83, February.
  36. Bayo-Moriones, Alberto & Galdon-Sanchez, Jose Enrique & Gil, Ricard, 2013. "'Make-or-Buy' of Peripheral Services in Manufacturing: Evidence from Spanish Plant-Level Data," IZA Discussion Papers 7138, Institute of Labor Economics (IZA).
  37. Malgorzata Pankowska, 2019. "Information Technology Outsourcing Chain: Literature Review and Implications for Development of Distributed Coordination," Sustainability, MDPI, vol. 11(5), pages 1-28, March.
  38. Zhou Xideng & Xu Bing & Xie Fei & Li Yu, 2020. "Research on Quality Decisions and Coordination with Reference Effect in Dual-Channel Supply Chain," Sustainability, MDPI, vol. 12(6), pages 1-23, March.
  39. Xu, Xiaoyan & Cheng, Xiaoying & Sun, Yanhong, 2015. "Coordination contracts for outsourcing supply chain with financial constraint," International Journal of Production Economics, Elsevier, vol. 162(C), pages 134-142.
  40. Houyuan Jiang & Zhan Pang & Sergei Savin, 2017. "Improving Patient Access to Care: Performance Incentives and Competition in Healthcare Markets," Working Papers 2017/01, Cambridge Judge Business School, University of Cambridge.
  41. Xiaowei Zhu, 2017. "Outsourcing management under various demand Information Sharing scenarios," Annals of Operations Research, Springer, vol. 257(1), pages 449-467, October.
  42. Xiaoyan Xu & Yanan Ji & Yiwen Bian & Yanhong Sun, 2017. "Service outsourcing under co-opetition and information asymmetry," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 68(6), pages 666-677, June.
  43. Hsiao-Hui Lee & Edieal J. Pinker & Robert A. Shumsky, 2012. "Outsourcing a Two-Level Service Process," Management Science, INFORMS, vol. 58(8), pages 1569-1584, August.
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