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Call Center Outsourcing Contract Analysis and Choice
16 references·16 citing·48 second hopsampled
Call Center Outsourcing Contract Analysis and Choice (2008)Call Center Outsourcing Contract Analysis…Call center outsourcing: Coordinating staffing level and service quality (2008)Call center outsourcing: Coor…Staffing a Call Center with Uncertain Arrival Rate and Absenteeism (2006)Staffing a Call Center with U…A Method for Staffing Large Call Centers Based on Stochastic Fluid Models (2005)A Method for Staffing Large C…Who Benefits from Transshipment? Exogenous vs. Endogenous Wholesale Prices (2004)Who Benefits from Transshipme…Relationships and Hybrid Contracts: An Analysis of Contract Choice in Information Technology (2004)Relationships and Hybrid Cont…Telephone Call Centers: Tutorial, Review, and Research Prospects (2003)Telephone Call Centers: Tutor…Contracts in Offshore Software Development: An Empirical Analysis (2003)Contracts in Offshore Softwar…Competition and Outsourcing with Scale Economies (2002)Competition and Outsourcing w…Selling to the Newsvendor: An Analysis of Price-Only Contracts (2001)Selling to the Newsvendor: An…Incentives versus Transaction Costs: A Theory of Procurement Contracts (2001)Incentives versus Transaction…Supply Contracts with Quantity Commitments and Stochastic Demand (1999)Supply Contracts with Quantit…Supply Chain Contracting and Coordination with Stochastic Demand (1999)Supply Chain Contracting and …Quantitative Models for Supply Chain Management (1999)Quantitative Models for Suppl…Modeling Supply Chain Contracts: A Review (1999)Modeling Supply Chain Contrac…Coordinating Investment, Production, and Subcontracting (1999)Coordinating Investment, Prod…The Pointwise Stationary Approximation for Queues with Nonstationary Arrivals (1991)The Pointwise Stationary Appr…Signaling New Product Reliability with After-Sales Service Contracts (2015)Signaling New Product Reliabi…A multi-agent architecture for outsourcing SMEs manufacturing supply chain (2015)A multi-agent architecture fo…Staffing Call Centers with Uncertain Arrival Rates and Co‐sourcing (2014)Staffing Call Centers with Un…Optimal Design of Coproductive Services: Interaction and Work Allocation (2014)Optimal Design of Coproductiv…Capacity Sharing and Cost Allocation among Independent Firms with Congestion (2014)Capacity Sharing and Cost All…Strategic outsourcing decisions for manufacturers competing on product quality (2013)Strategic outsourcing decisio…Operations Research (OR) in Service Industries: A Comprehensive Review (2013)Operations Research (OR) in S…Outsourcing a Two-Level Service Process (2012)Outsourcing a Two-Level Servi…The Stability of Offshore Outsourcing Relationships (2011)The Stability of Offshore Out…Impact of sourcing flexibility on the outsourcing of services under demand uncertainty (2011)Impact of sourcing flexibilit…Density Forecasting of Intraday Call Center Arrivals Using Models Based on Exponential Smoothing (2011)Density Forecasting of Intrad…Asymmetric Information and Economies of Scale in Service Contracting (2010)Asymmetric Information and Ec…Staffing to Maximize Profit for Call Centers with Alternate Service-Level Agreements (2009)Staffing to Maximize Profit f…Outsourcing decisions in global supply chains: an exploratory multi-country survey (2009)Outsourcing decisions in glob…Service-Level Agreements in Call Centers: Perils and Prescriptions (2008)Service-Level Agreements in C…Call-Routing Schemes for Call-Center Outsourcing (2007)Call-Routing Schemes for Call…Optimal Policies for a Multi-Echelon Inventory Problem (1960)Managing Channel Profits (1983)Quantity Flexibility Contracts and Supply Chain Performance (1999)Coordination Mechanisms for a Distribution System with One Supplier and Multiple Retailers (2001)Optimal Policies for a Multi-Echelon Inventory Problem (2004)Information Distortion in a Supply Chain: The Bullwhip Effect (1997)Ericsson's proactive supply chain risk management approach after a serious sub‐supplier accident (2004)Channel Selection and Coordination in Dual-Channel Supply Chains (2010)Poisson Arrivals See Time Averages (1982)Introduction to Matrix Analytic Methods in Stochastic Modeling (1999)Statistical Analysis of a Telephone Call Center (2005)The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research (2007)Forecasting: theory and practice (2022)Theory of the firm: Managerial behavior, agency costs and ownership structure (1976)Limited-dependent and qualitative variables in econometrics (1983)An Empirical Investigation of Information Technology Sourcing Practices: Lessons from Experience1 (1998)Where do capabilities come from and how do they matter? A study in the software services industry (2004)An institution-based view of international business strategy: a focus on emerging economies (2008)A Review of the it Outsourcing Empirical Literature and Future Research Directions (2010)Optimal Pricing and Return Policies for Perishable Commodities (1985)Contracting to Assure Supply: How to Share Demand Forecasts in a Supply Chain (2001)Supply Chain Coordination Under Channel Rebates with Sales Effort Effects (2002)The Costs and Benefits of Ownership: A Theory of Vertical and Lateral Integration (1986)Incomplete Contracts and Renegotiation (1988)Price Versus Production Postponement: Capacity and Competition (1999)The Quantity Flexibility Contract and Supplier-Customer Incentives (1999)Commissioned Paper: Capacity Management, Investment, and Hedging: Review and Recent Developments (2003)Quantitative models for managing supply chain risks: A review (2015)The Regulation of Queue Size by Levying Tolls (1969)An Industry Equilibrium Analysis of Downstream Vertical Integration (1983)An Industry Equilibrium Analysis of Downstream Vertical Integration (2008)Quality–Speed Conundrum: Trade-offs in Customer-Intensive Services (2010)On the Advantage of Quantity Leadership When Outsourcing Production to a Competitive Contract Manufacturer (2012)Observing Stochastic Processes, and Approximate Transform Inversion (1966)Theory, Volume 1, Queueing Systems (1975)Applications of Queueing Theory (1985)The Physics of the Mt/G/∞ Queue (1993)Server Staffing to Meet Time-Varying Demand (1996)Improving the Sipp Approach for Staffing Service Systems That Have Cyclic Demands (2001)The Nature of the Firm (1937)Markets and Hierarchies: Analysis and Antitrust Implications. (1976)The Economic Institutions of Capitalism (1987)Four formal(izable) theories of the firm? (2005)The Economics of Governance (2005)Transaction Cost Economics: The Natural Progression (2010)Closed-Loop Supply Chain Models with Product Remanufacturing (2004)Perspectives in supply chain risk management (2006)It's all B2B…and beyond: Toward a systems perspective of the market (2010)
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References

  • 2003Telephone Call Centers: Tutorial, Review, and Research Prospects1,360 cited
  • 1999Quantitative Models for Supply Chain Management1,242 cited
  • 2001Incentives versus Transaction Costs: A Theory of Procurement Contracts1,101 cited
  • 2001Selling to the Newsvendor: An Analysis of Price-Only Contracts1,059 cited
  • 1999Modeling Supply Chain Contracts: A Review626 cited
  • 2002Competition and Outsourcing with Scale Economies491 cited
  • 1999Supply Chain Contracting and Coordination with Stochastic Demand431 cited
  • 2003Contracts in Offshore Software Development: An Empirical Analysis409 cited
  • 1999Coordinating Investment, Production, and Subcontracting352 cited
  • 1991The Pointwise Stationary Approximation for Queues with Nonstationary Arrivals257 cited
  • 2004Who Benefits from Transshipment? Exogenous vs. Endogenous Wholesale Prices247 cited
  • 1999Supply Contracts with Quantity Commitments and Stochastic Demand218 cited
  • 2004Relationships and Hybrid Contracts: An Analysis of Contract Choice in Information Technology197 cited
  • 2008Call center outsourcing: Coordinating staffing level and service quality173 cited
  • 2005A Method for Staffing Large Call Centers Based on Stochastic Fluid Models

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158 cited
  • 2006Staffing a Call Center with Uncertain Arrival Rate and Absenteeism158 cited
  • Cited by

    • 2014Optimal Design of Coproductive Services: Interaction and Work Allocation114 cited
    • 2013Operations Research (OR) in Service Industries: A Comprehensive Review102 cited
    • 2014Capacity Sharing and Cost Allocation among Independent Firms with Congestion96 cited
    • 2015Signaling New Product Reliability with After-Sales Service Contracts84 cited
    • 2007Call-Routing Schemes for Call-Center Outsourcing83 cited
    • 2012Outsourcing a Two-Level Service Process73 cited
    • 2008Service-Level Agreements in Call Centers: Perils and Prescriptions71 cited
    • 2009Outsourcing decisions in global supply chains: an exploratory multi-country survey69 cited
    • 2013Strategic outsourcing decisions for manufacturers competing on product quality65 cited
    • 2010Asymmetric Information and Economies of Scale in Service Contracting65 cited
    • 2015A multi-agent architecture for outsourcing SMEs manufacturing supply chain64 cited
    • 2011Density Forecasting of Intraday Call Center Arrivals Using Models Based on Exponential Smoothing64 cited
    • 2011The Stability of Offshore Outsourcing Relationships58 cited
    • 2009Staffing to Maximize Profit for Call Centers with Alternate Service-Level Agreements51 cited
    • 2011Impact of sourcing flexibility on the outsourcing of services under demand uncertainty50 cited
    • 2014Staffing Call Centers with Uncertain Arrival Rates and Co‐sourcing50 cited