Call center outsourcing contracts under information asymmetry

Management Science

Volumn 54, Issue 4, 2008, Pages 793-807

  Hasija, Sameer ^a   Pinker, Edieal J ^b   Shumsky, Robert A ^c  

^a BINGHAMTON UNIVERSITY   (United States)

^b UNIVERSITY OF ROCHESTER   (United States)

^c DARTMOUTH COLLEGE   (United States)

Author keywords

Call center; Contracts; Outsourcing; Service supply chains; Staffing

Indexed keywords

CALL CENTER; CAPACITY DECISIONS; INFORMATION ASYMMETRIES; OPTIMAL CAPACITIES; SERVICE RATES; SERVICE SUPPLY CHAINS; SERVICE-LEVEL AGREEMENTS; STAFFING;

ENTERPRISE RESOURCE MANAGEMENT; PERSONNEL SELECTION; SUPPLY CHAIN MANAGEMENT; SUPPLY CHAINS;

OUTSOURCING;

EID: 61849112647     PISSN: 00251909     EISSN: 15265501     Source Type: Journal    
DOI: 10.1287/mnsc.1070.0804     Document Type: Article

References (13)

1. Allon, G., A. Federgruen. 2006. Outsourcing service processes to a common service provider under price and time competition. Working paper, Kellogg School of Management, Northwestern University, Evanston, IL.
2. Aron, R., Y. Liu. 2005. Determinants of operational risk in global sourcing of financial services: Evidence from field research. S. M. Collins, L. Brainard, eds. Brookings Trade Forum 2005: Offshoring White-Collar Work. Brookings Institution Press, Washington, D.C., 373-398.
3. Akşin, O. Z., F. de Véricourt, F. Karaesmen. 2008. Call center outsourcing contract analysis and choice. Management Sci. 54(2) 354-368.
4. Borst, S., A. Mandelbaum, M. Reiman. 2004. Dimensioning large call centers. Oper. Res. 52(1) 17-34.
5. Cachon, G. 2003. Supply chain coordination with contracts. Handbooks in Operations Research and Management Science: Supply Chain Management. Elsevier, Amsterdam.
6. Gans, N., Y.-P. Zhou. 2007. Call-routing schemes for call-center outsourcing. Manufacturing Service Oper. Management 9(1) 33-50.
7. Gans, N., G. Koole, A. Mandelbaum. 2003. Telephone call centers: Tutorial, review, and research prospects. Manufacturing Service Oper. Management 5(2) 79-141.
8. Garnett, O., A. Mandelbaum, M. Reiman. 2002. Designing a call center with impatient customers. Manufacturing Service Oper. Management 4(3) 208-227.
9. Hasija, S., E. Pinker, R. Shumsky. 2005. Staffing and routing in a two-tier call center. Internat. J. Oper. Res. 1(1) 8-29.
10. Lazear, E. P. 1995. Personnel Economics. MIT Press, Cambridge, MA.
11. Mas-Colell, A., M. Whinston, J. Green. 1995. Microeconomic Theory. Oxford University Press, New York.
12. Ren, Z. J., Y.-P. Zhou. 2008. Call center outsourcing: Coordinating staffing level and service quality. Management Sci. 54(2) 369-383.
13. Shumsky, R., E. Pinker. 2003. Gatekeepers and referrals in service. Management Sci. 49(7) 839-856.