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Call Center Outsourcing Contracts Under Information Asymmetry

Citations

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Cited by:

  1. Anna Nagurney & Dong Li, 2014. "Equilibria and dynamics of supply chain network competition with information asymmetry in quality and minimum quality standards," Computational Management Science, Springer, vol. 11(3), pages 285-315, July.
  2. 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.
  3. Jiri Chod & Nikolaos Trichakis & Gerry Tsoukalas, 2019. "Supplier Diversification Under Buyer Risk," Management Science, INFORMS, vol. 65(7), pages 3150-3173, July.
  4. 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.
  5. Nicos Savva & Tolga Tezcan & Özlem Yıldız, 2019. "Can Yardstick Competition Reduce Waiting Times?," Management Science, INFORMS, vol. 65(7), pages 3196-3215, July.
  6. 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.
  7. Ni, Jian & Zhao, Jun & Chu, Lap Keung, 2021. "Supply contracting and process innovation in a dynamic supply chain with information asymmetry," European Journal of Operational Research, Elsevier, vol. 288(2), pages 552-562.
  8. Alfonso J. Pedraza-Martinez & Sameer Hasija & Luk N. Van Wassenhove, 2020. "Fleet Coordination in Decentralized Humanitarian Operations Funded by Earmarked Donations," Operations Research, INFORMS, vol. 68(4), pages 984-999, July.
  9. 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.
  10. Pun, Hubert & Sebastian Heese, H., 2014. "Outsourcing to suppliers with unknown capabilities," European Journal of Operational Research, Elsevier, vol. 234(1), pages 108-118.
  11. Hu, Qiying & Wei, Yihua & Xia, Yusen, 2010. "Revenue management for a supply chain with two streams of customers," European Journal of Operational Research, Elsevier, vol. 200(2), pages 582-598, January.
  12. 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.
  13. Wang, Yulan & Wallace, Stein W. & Shen, Bin & Choi, Tsan-Ming, 2015. "Service supply chain management: A review of operational models," European Journal of Operational Research, Elsevier, vol. 247(3), pages 685-698.
  14. Guillaume Roels & Uday S. Karmarkar & Scott Carr, 2010. "Contracting for Collaborative Services," Management Science, INFORMS, vol. 56(5), pages 849-863, May.
  15. Ying Shi & Tianjian Yang & Yu Zhang & Rong Ma, 2024. "Greening Service Capacity in Telecom Supply Chain under Environmental Regulation," Sustainability, MDPI, vol. 16(7), pages 1-19, March.
  16. 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.
  17. Ting Chen & Hagit Levy & Xiumin Martin & Ron Shalev, 2021. "Buying products from whom you know: personal connections and information asymmetry in supply chain relationships," Review of Accounting Studies, Springer, vol. 26(4), pages 1492-1531, December.
  18. 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.
  19. Wei, Yihua & Hu, Qiying & Xu, Chen, 2013. "Ordering, pricing and allocation in a service supply chain," International Journal of Production Economics, Elsevier, vol. 144(2), pages 590-598.
  20. Huang, Min & Tu, Jun & Chao, Xiuli & Jin, Delong, 2019. "Quality risk in logistics outsourcing: A fourth party logistics perspective," European Journal of Operational Research, Elsevier, vol. 276(3), pages 855-879.
  21. Gad Allon & Awi Federgruen & Margaret Pierson, 2011. "How Much Is a Reduction of Your Customers' Wait Worth? An Empirical Study of the Fast-Food Drive-Thru Industry Based on Structural Estimation Methods," Manufacturing & Service Operations Management, INFORMS, vol. 13(4), pages 489-507, October.
  22. Stephen E. Chick & Sameer Hasija & Javad Nasiry, 2017. "Information Elicitation and Influenza Vaccine Production," Operations Research, INFORMS, vol. 65(1), pages 75-96, February.
  23. Yang Yang & Jianming Yao, 2021. "Resource integration optimization of convenience service platforms adopting dynamic service modes in new retail," Frontiers of Business Research in China, Springer, vol. 15(1), pages 1-19, December.
  24. Shantanu Bhattacharya & Alok Gupta & Sameer Hasija, 2014. "Joint Product Improvement by Client and Customer Support Center: The Role of Gain-Share Contracts in Coordination," Information Systems Research, INFORMS, vol. 25(1), pages 137-151, March.
  25. Dong Li & Nishant Mishra & Serguei Netessine, 2023. "Contracting for Product Support Under Information Asymmetry," Management Science, INFORMS, vol. 69(8), pages 4627-4645, August.
  26. Jain, Tarun & Hazra, Jishnu & Cheng, T.C.E., 2018. "Sourcing under overconfident buyer and suppliers," International Journal of Production Economics, Elsevier, vol. 206(C), pages 93-109.
  27. Qi Feng & Lauren Xiaoyuan Lu, 2012. "The Strategic Perils of Low Cost Outsourcing," Management Science, INFORMS, vol. 58(6), pages 1196-1210, June.
  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. 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.
  30. Wang, Jian-Jun & Li, Zhong-Ping & Shi, Jim (Junmin) & Chang, Ai-Chih (Jasmine), 2021. "Hospital referral and capacity strategies in the two-tier healthcare systems," Omega, Elsevier, vol. 100(C).
  31. Mingfeng Lin & Siva Viswanathan & Ritu Agarwal, 2010. "An Empirical Study of Online Software Outsourcing: Signals under Different Contract Regimes," Working Papers 10-22, NET Institute.
  32. Stephen E. Chick & Sameer Hasija & Javad Nasiry, 2017. "Information Elicitation and Influenza Vaccine Production," Operations Research, INFORMS, vol. 65(1), pages 75-96, February.
  33. Qinpeng Wang & Longfei He & Daozhi Zhao & Michele Lundy, 2018. "Diverse Schemes of Cost Pooling for Carbon-Reduction Outsourcing in Low-Carbon Supply Chains," Energies, MDPI, vol. 11(11), pages 1-17, November.
  34. Yina Lu & Andrés Musalem & Marcelo Olivares & Ariel Schilkrut, 2013. "Measuring the Effect of Queues on Customer Purchases," Management Science, INFORMS, vol. 59(8), pages 1743-1763, August.
  35. 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.
  36. 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.
  37. 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.
  38. Mustafa Akan & Bar{i}c{s} Ata & Martin A. Lariviere, 2011. "Asymmetric Information and Economies of Scale in Service Contracting," Manufacturing & Service Operations Management, INFORMS, vol. 13(1), pages 58-72, September.
  39. 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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