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Interfaces
Volumn 36, Issue 5, 2006, Pages 433-445
Improving customer service operations at Amazon.com
Author keywords

Integer; Manpower planning; Organizational studies; Programming
Indexed keywords

EID: 33749386843     PISSN: 00922102     EISSN: 1526551X     Source Type: Journal    
DOI: 10.1287/inte.1060.0219     Document Type: Article
Times cited : (16)
References (12)
  • 1
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    • Call center outsourcing contract design and choice
    • Fuqua School of Business, Duke University, Durham, NC
    • Aksin, O. Z., F. Vericourt, F. Karaesmen. 2004. Call center outsourcing contract design and choice. Working paper, Fuqua School of Business, Duke University, Durham, NC
    • (2004) Working Paper
    • Aksin, O.Z.1    Vericourt, F.2    Karaesmen, F.3
  • 2
    • 0013140608 scopus 로고    scopus 로고
    • Amazon.com, Seattle, WA
    • Amazon.com. 2003. 2002 Annual Report. Amazon.com, Seattle, WA.
    • (2003) 2002 Annual Report
  • 3
    • 33745382531 scopus 로고    scopus 로고
    • Amazon.com, Seattle, WA
    • Amazon.com. 2005. 2004 Annual Report. Amazon.com, Seattle, WA.
    • (2004) Annual Report
  • 5
    • 0141510439 scopus 로고    scopus 로고
    • On customer contact centers with a call-back option: Customer decisions, routing rules, and system design
    • Armony, M., C. Maglaras. 2004. On customer contact centers with a call-back option: Customer decisions, routing rules, and system design. Oper. Res. 52(2) 271-292.
    • (2004) Oper. Res. , vol.52 , Issue.2 , pp. 271-292
    • Armony, M.1    Maglaras, C.2
  • 6
    • 0035742615 scopus 로고    scopus 로고
    • Two issues in setting call centre staffing levels
    • Chen, Bert P. K., S. G. Henderson. 2001. Two issues in setting call centre staffing levels. Ann. Oper. Res. 108(1-4) 175-192.
    • (2001) Ann. Oper. Res. , vol.108 , Issue.1-4 , pp. 175-192
    • Chen, B.P.K.1    Henderson, S.G.2
  • 7
    • 0036878083 scopus 로고    scopus 로고
    • Managing learning and turnover in employee staffing
    • Gans, N., Y-P. Zhou. 2002. Managing learning and turnover in employee staffing. Oper. Res. 50(6) 991-1006.
    • (2002) Oper. Res. , vol.50 , Issue.6 , pp. 991-1006
    • Gans, N.1    Zhou, Y.-P.2
  • 8
    • 33749423806 scopus 로고    scopus 로고
    • Overflow routing for call-center out-sourcing
    • The Wharton School, University of Pennsylvania, Philadelphia, PA
    • Gans, N., Y-P. Zhou. 2004. Overflow routing for call-center out-sourcing. Working paper, The Wharton School, University of Pennsylvania, Philadelphia, PA.
    • (2004) Working Paper
    • Gans, N.1    Zhou, Y.-P.2
  • 10
    • 25144466539 scopus 로고    scopus 로고
    • A method for staffing large call centers based on stochastic fluid models
    • Harrison, J. M., A. Zeevi. 2005. A method for staffing large call centers based on stochastic fluid models. Manufacturing Service Oper. Management 7(1) 20-36.
    • (2005) Manufacturing Service Oper. Management , vol.7 , Issue.1 , pp. 20-36
    • Harrison, J.M.1    Zeevi, A.2
  • 12
    • 0032647641 scopus 로고    scopus 로고
    • Using different response-time requirements to smooth time-varying demand for service
    • Whitt, W. 1999. Using different response-time requirements to smooth time-varying demand for service. Oper. Res. Lett. 24(1-2) 1-10.
    • (1999) Oper. Res. Lett. , vol.24 , Issue.1-2 , pp. 1-10
    • Whitt, W.1

* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.